NAME: THABISILE FORTUNTE
NGCOBO
STUDTENT NUMBER: 56680066
MODULE CODE: COM2601
UNIQUE NUMBER: 847349
ASSIGNMENT NUMBER: 03
(PORTFOLIO)
DUE DATE: 14 JUNE 2022
1
,TABLE OF CONTENTS
CONTENT PAGE
Declaration of own work 3
Introduction 3
QUESTION 1 3
COMPANY PROFILE
1 Write a brief background on the company you have chosen to observe
QUESTION 2 5
COMMUNICATION IN THE ORGANISATION [20]
2.1 Briefly discuss the difference between formal and informal networks 5
2.2 Identify the formal and informal channels of communication within your chosen 5
organisation. Also indicate if you think these communication channels are
appropriate for the specific organisation
2.4 How would you describe the flow of communication in the organisation you 6
visited? Illustrate your answer by drawing an organogram of the flow of
communication within the organisation. (Use networks or channels of
communication as guidelines.)
QUESTION 3 7
THEORETICAL APPROACHES TO ORGANISATIONAL MANAGEMENT
3.1 Differentiate between the three management approaches that are often 7
identified in organisations. Explain your answer by defining each approach,
identifying the principles of each approach and describing the nature of
communication of each approach
3.2 What management approach is evident in your organisation? Substantiate your 8
answer with examples from your observation of this organisation
3.3 With reference to the managerial approach discussed in question 3.2, discuss 8
the communication approach that is evident in your organisation
QUESTION 4 9
ORGANISATIONAL CULTURE
4.1.1 Define organisational culture and climate 9
4.1.2 Differentiate between organisational culture and climate 9
4.1.3. Briefly discuss and provide examples of any five elements that exhibit 10
organisational culture
4.2. Five elements that exhibit organisational culture. 10
QUESTION 5 10
THE THEORY AND PRACTICE OF ASSESSING ORGANISATIONAL CULTURE
5.1. internal communication problem within the organisation and critically discuss
how you would proceed with compiling a research proposal, by completing steps 1–
4 of the research process
QUESTION 6 11
DIARY ENTRY
6.1 Based on your observation of the organisation, what communication challenges 11
are being experienced
6.2 Make recommendations on how your chosen organisation can improve their 12
communication process
conclusion 12
List of consulted sources 13
2
,DECLARATION OF OWN WORK
I, THABISILE FORTUNATE NGCOBO
(NAME and SURNAME) confirm that:
this MODULE contains my own, original ideas and work
those ideas, or work, that are not my own, have been cited through the
prescribed referencing system which I have familiarised myself with in
TLCMNALL/E/301
I have not submitted the ideas or work contained in this MODULE for any other
tertiary education credit
I have read the University’s Policy on Research Ethics
I have read and understood the PLAGIARISM POWERPOINT FOR UNDER-
GRADUATE STUDIES (available under ADDITIONAL SOURCES on myUnisa)
I have familiarised myself with the library guides ON PLAGIARISM AND ETHICS
offered by Unisa’s library: https://libguides.unisa.ac.za/research-
support/plagiarism
I have read and understood Unisa’s Policy for Copyright Infringement and
Plagiarism, and I am aware that plagiarism is punishable in terms of the
Copyright Act (Act 98 of 1978) and I have read the regulations of the University
of South Africa in this respect, available online:
https://www.unisa.ac.za/static/corporate_web/Content/Apply%20for%20admission/Docu
ments/Policy_copyright_infringement_plagiarism_16November2005.pdf
__56680066_______________
STUDENT NUMBER
___T F Ngcobo______________ _14/06/2022____________
SIGNATURE DATE
M Khwela_________________ __14/06/2022___________
WITNESS DATE
3
, Introduction
In this examination we will choose a company to observe, provide a brief background of
the chosen company. We will discuss the difference between formal and informal
networks, identify the formal and informal channels of communication within the chosen
organisation. We will describe the flow of communication in the chosen organisation.
We will differentiate between the three management approaches that are often
identified in organisation, we will discuss the management approach that is evident in
the chosen organisation. With reference to the managerial approach in the chosen
organisation, we will discuss the communication approach that is evident in the chosen
organisation, we will also discuss if we feel that this communication approach is best
suited for reaching organisational objectives. We will discuss the difference between
culture and climate. We will further define organisational culture and climate, discuss
the difference between organisational culture and climate. We will discuss five elements
that exhibit organisational culture. We will discuss how we would proceed with compiling
a research proposal, by completing steps 1–4 of the research process and finally, we
will compile a diary entry.
QUESTION 1
COMPANY PROFILE
1 Write a brief background on the company you have chosen to observe. (5)
COMPANY PROFILE
Merchant’s background
Merchants was born in 1981 in the United Kingdom and was the first private
telemarketing company. They were the first to publish the Global Contact Centre
Benchmarking Report in 1997. They are the pioneers in the Contact Centre industry
with over 35 years’ experience in designing, building and operating Contact Centers
around the world on behalf of blue chip clients. Merchants is wholly owned by
Dimension data – a global systems integrator and managed services Solutions provider,
and Nippon Telegraph and Telephone Corporation (NTT) one of the largest
telecommunications service providers in the world. The company’s Vision is to be the
first truly digital outsourcer with Global capability, providing multi-lingual, omni-channel
customer experiences through the Deployment of world class Expertise and cutting –
edge technology. Their business process outsourcing (BPO) is the smart way to make
sure the business stays focused on what it does best, while focusing on keeping
customers happy at all times.
4
NGCOBO
STUDTENT NUMBER: 56680066
MODULE CODE: COM2601
UNIQUE NUMBER: 847349
ASSIGNMENT NUMBER: 03
(PORTFOLIO)
DUE DATE: 14 JUNE 2022
1
,TABLE OF CONTENTS
CONTENT PAGE
Declaration of own work 3
Introduction 3
QUESTION 1 3
COMPANY PROFILE
1 Write a brief background on the company you have chosen to observe
QUESTION 2 5
COMMUNICATION IN THE ORGANISATION [20]
2.1 Briefly discuss the difference between formal and informal networks 5
2.2 Identify the formal and informal channels of communication within your chosen 5
organisation. Also indicate if you think these communication channels are
appropriate for the specific organisation
2.4 How would you describe the flow of communication in the organisation you 6
visited? Illustrate your answer by drawing an organogram of the flow of
communication within the organisation. (Use networks or channels of
communication as guidelines.)
QUESTION 3 7
THEORETICAL APPROACHES TO ORGANISATIONAL MANAGEMENT
3.1 Differentiate between the three management approaches that are often 7
identified in organisations. Explain your answer by defining each approach,
identifying the principles of each approach and describing the nature of
communication of each approach
3.2 What management approach is evident in your organisation? Substantiate your 8
answer with examples from your observation of this organisation
3.3 With reference to the managerial approach discussed in question 3.2, discuss 8
the communication approach that is evident in your organisation
QUESTION 4 9
ORGANISATIONAL CULTURE
4.1.1 Define organisational culture and climate 9
4.1.2 Differentiate between organisational culture and climate 9
4.1.3. Briefly discuss and provide examples of any five elements that exhibit 10
organisational culture
4.2. Five elements that exhibit organisational culture. 10
QUESTION 5 10
THE THEORY AND PRACTICE OF ASSESSING ORGANISATIONAL CULTURE
5.1. internal communication problem within the organisation and critically discuss
how you would proceed with compiling a research proposal, by completing steps 1–
4 of the research process
QUESTION 6 11
DIARY ENTRY
6.1 Based on your observation of the organisation, what communication challenges 11
are being experienced
6.2 Make recommendations on how your chosen organisation can improve their 12
communication process
conclusion 12
List of consulted sources 13
2
,DECLARATION OF OWN WORK
I, THABISILE FORTUNATE NGCOBO
(NAME and SURNAME) confirm that:
this MODULE contains my own, original ideas and work
those ideas, or work, that are not my own, have been cited through the
prescribed referencing system which I have familiarised myself with in
TLCMNALL/E/301
I have not submitted the ideas or work contained in this MODULE for any other
tertiary education credit
I have read the University’s Policy on Research Ethics
I have read and understood the PLAGIARISM POWERPOINT FOR UNDER-
GRADUATE STUDIES (available under ADDITIONAL SOURCES on myUnisa)
I have familiarised myself with the library guides ON PLAGIARISM AND ETHICS
offered by Unisa’s library: https://libguides.unisa.ac.za/research-
support/plagiarism
I have read and understood Unisa’s Policy for Copyright Infringement and
Plagiarism, and I am aware that plagiarism is punishable in terms of the
Copyright Act (Act 98 of 1978) and I have read the regulations of the University
of South Africa in this respect, available online:
https://www.unisa.ac.za/static/corporate_web/Content/Apply%20for%20admission/Docu
ments/Policy_copyright_infringement_plagiarism_16November2005.pdf
__56680066_______________
STUDENT NUMBER
___T F Ngcobo______________ _14/06/2022____________
SIGNATURE DATE
M Khwela_________________ __14/06/2022___________
WITNESS DATE
3
, Introduction
In this examination we will choose a company to observe, provide a brief background of
the chosen company. We will discuss the difference between formal and informal
networks, identify the formal and informal channels of communication within the chosen
organisation. We will describe the flow of communication in the chosen organisation.
We will differentiate between the three management approaches that are often
identified in organisation, we will discuss the management approach that is evident in
the chosen organisation. With reference to the managerial approach in the chosen
organisation, we will discuss the communication approach that is evident in the chosen
organisation, we will also discuss if we feel that this communication approach is best
suited for reaching organisational objectives. We will discuss the difference between
culture and climate. We will further define organisational culture and climate, discuss
the difference between organisational culture and climate. We will discuss five elements
that exhibit organisational culture. We will discuss how we would proceed with compiling
a research proposal, by completing steps 1–4 of the research process and finally, we
will compile a diary entry.
QUESTION 1
COMPANY PROFILE
1 Write a brief background on the company you have chosen to observe. (5)
COMPANY PROFILE
Merchant’s background
Merchants was born in 1981 in the United Kingdom and was the first private
telemarketing company. They were the first to publish the Global Contact Centre
Benchmarking Report in 1997. They are the pioneers in the Contact Centre industry
with over 35 years’ experience in designing, building and operating Contact Centers
around the world on behalf of blue chip clients. Merchants is wholly owned by
Dimension data – a global systems integrator and managed services Solutions provider,
and Nippon Telegraph and Telephone Corporation (NTT) one of the largest
telecommunications service providers in the world. The company’s Vision is to be the
first truly digital outsourcer with Global capability, providing multi-lingual, omni-channel
customer experiences through the Deployment of world class Expertise and cutting –
edge technology. Their business process outsourcing (BPO) is the smart way to make
sure the business stays focused on what it does best, while focusing on keeping
customers happy at all times.
4
