Evaluate the most effective way that FF's directors could improve communication between line managers and employees.

Mark scheme

Marking points from the official mark scheme (Oct/Nov 2021). The mark or mark type is shown in brackets.

1. [Knowledge] Effective communication includes the exchange of information between people, with feedback.
2. [Knowledge] Communication methods are the media used to communicate messages.
3. [Knowledge] Methods of communication: Spoken, Visual, Written, Electronic.
4. [Knowledge] Formal (official communication networks) v informal communication.
5. [Knowledge] One-way (sender to receiver with no feedback) v two-way communication.
6. [Knowledge] Vertical v horizontal communication.
7. [Knowledge] Relation of communication to delegation, control, authority, trust, centralisation.
8. [Knowledge] Barriers to communication: Physical reasons, e.g. noise; Poor attitudes of sender and/or receiver.
9. [Application] Linear glasses-frame production lines, one person has one task.
10. [Application] Supervisor gives detailed instructions.
11. [Application] Centralised decision-making, one-way communication and targets.
12. [Application] Isolated working – many employees work alone and results in informal communication.
13. [Application] Dissatisfaction of employees as barrier to communication. This is reflected in absence rates and productivity.
14. [Application] Employees find it difficult to discuss changes with line managers.
15. [Application] Reference to proposed change to team working.
16. [Analysis] More two-way communication including meeting with employees to allow Q&A will ensure employees understand changes being introduced and make it more likely they will be accepted.
17. [Analysis] Introducing team working will reduce the isolation of employees and therefore improve horizontal communication. It may also facilitate improved vertical communication as line managers can communicate with the team through a team leader. Cell production may increase feelings of belonging and result in motivation which could reduce labour turnover and absenteeism.
18. [Analysis] Newsletters could disseminate necessary information to employees and improve employee awareness of changes. However, employees may not read the newsletter, and this is a one-way form of communication.
19. [Analysis] Involving employees in decisions may improve communication but will potentially slow down decision-making, so FF less flexible to a changing marketplace.
20. [Evaluation] Changes such as the proposed introduction of team working need to be thoroughly planned.
21. [Evaluation] Conflicts exist between, for example, control and trust, authority and responsibility. These relationships must be explained and thought through.
22. [Evaluation] Importance of involving employees at all levels.
23. [Evaluation] Attitude of managers and employees will be important to success of any change. Culture of the business will impact success of changes.
24. [Evaluation] Justified conclusion on most effective way.
25. [Evaluation] Factors necessary for successful implementation of communication changes.