Reference no: EM132203673

You are owner and executive level manager of a food and beverage shop which has eight locations. Your strategic goal is to expand this business over the next 5 years. Your business has a great problem: An increase in the number of customers! However, employees have been consistently reporting that they are overwhelmed by the volume of customers. Additionally, your frontline and middle level managers have noticed that the number of reported errors in customer orders has increased. You have decided to adopt an electronic customer order system that will allow customers to input their own orders at touch-screen computer kiosks located within each store. Employees will focus on preparing each order as it appears on a screen in the food preparation area. This will address the issue of employees being overwhelmed by the increased pace of the workplace while also improving accuracy and speed in fulfilling customers’ orders.

You have decided to first communicate your decision to the eight location managers who report to you in an email communication. You are aware of how important it is to exhibit professionalism and business etiquette in constructing this email message to the managers. It is important for you to gain the support of the managers since they will have key roles in leading this change at the shop level. The main focus of this message is to describe the intended implementation and achieve your goals with planning and prioritization, following each of the eight steps in the change process.

Following the eight steps to leading change, (which start with establishing a sense of urgency and end withanchoring new approaches in the culture, as well as the other required reading from the text, compose an email communication (type it in a Word document). This email will be from you to the location managers describing what they must be aware of and do to manage this change in technology to automated customer service. After you have completed the email message to the location managers (in a Word document), address the following questions in the remainder of your paper:

Is email an effective channel to send this message? Why or why not? What are potential communication pitfalls in this scenario and how can they be avoided?

In summary: In a Word document, compose an email message from you to the location managers (shop managers) explaining the steps necessary to manage this new technology change, and addressing the questions above concerning this communication channel and its potential pitfalls. Note: The main portion of your paper consists of the message about the change, written from the perspective of you to the managers and following the protocol laid out in the eight steps to leading change from your text. After you have composed the message to the managers, address the other parts of the Assessment regarding the effectiveness of email as a channel to communicate this message and potential communication pitfalls in this scenario.

Questions:

Expand on the types of communication pitfalls. What are the pitfalls and how do they relate to this scenario? (Perception, stereotyping, selective hearing, etc are examples of pitfalls). You should have more than one pitfall.

Once the pitfalls are established, explain how they can be avoided.