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Acknowledgements

My sincere thanks to the following people for their unwavering support and encouragement throughout the duration of this dissertation, their help is very much appreciated.

Mr R J Thomas Dissertation Supervisor, without whose knowledge and support this dissertation would not exist.

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UWIC Library staff For their assistance over the past year.

I give a general thank you to all my friends who have supported and believed in me during this period of my life; they do not know how much their support has meant.

A final thank you must go to all those who took the time to fill in and return my questionnaire, and to those who gave further time for the semi-structured interview stage of data collection; without their time and honesty this dissertation would not have been possible.

Abstract

This research is evaluating the important areas of inter-personal communication systems and how it can improve the performance of the workers of Sainsburys. Inter-personal communication can reduce the barrier of open-communication at several stages of the organisation. It can bring new instructions for the workers and improve the team effectiveness in the workplace. It can also clarify the workers about their job roles and

responsibilities and provide a good direction to the workers about how they are going to fulfil the organisational goals. It can bring new information for planning and provides instructions to the employees for solving any major areas of organisational problems. Internal communication can increase the employee morale and develops a problem solving working unit. It can also create a positive image about the organisation and increase the level of employee participation in the workplace.

This research is made on the basis of survey of 20 respondents of Sainsburys Southampton branch. Researcher has used open-ended questions for making the qualitative discussions and closed-ended questionnaires for making the quantitative analysis on the areas of internal communication process for evaluating the decision making criteria of the managers. This research found that, internal communication can enhance the decision making capabilities of the employees by providing updated information or sharing their views with their top level management. Overall, this study mentioned that internal communication can reduce the barrier of open-communication at several stages of the organisation. It can bring new instructions for the workers and improve the team effectiveness in the workplace. It can also clarify the workers about their job roles and responsibilities and provide a good direction to the workers about how they are going to fulfil the organisational goals

Chapter one

Introduction

Chapter Overview

This chapter is explaining the introduction of this dissertation such as providing an introduction of this research. Evaluation of the inter-personal communications process can improve the quality of the management decision making and it can help to create a

successful management process for Sainsburys. This chapter is making the introduction of this dissertation including the aim and objectives of this research.

Background:
In a competitive business environment it is important to develop the decision making process of the managers so that they can make good decision and handle any future management problems. Inter-personal communications can also improve the quality of the workforces and influence them to show their best working performance (Slack et al., 2010). In order to create an effective decision making process managers need to have different types of information which can be useful to make the decision making. In order to achieve the target outcome all members of the organisation need to work together with adequate understanding of the areas what they are doing (Johnson, 2008). Data and information can provide the ideas about different areas which are important to make the decisions. Staffs and managers need to work hard for creating an effective information gathering process for developing an effective decision making process (Moore, 2001). This study is evaluating different factors of creating an inter-persona communications and the critical issues for making an effective decision making process for the managers of Sainsburys.

Rationale of the study:

This study is developing a new way of evaluating the inter-personal communications process for the managers from several sources and how it can develop their decision making quality in the retail industries. It is important to evaluate the relevant sources of data and

information in the decision making process. Relevant data can build up the quality of the decision making process and solve the problems of the organisations faster. In order to measure the sources of data and information managers need to take different types of measurements. The sources of data and information need to be relevant to the organisation and it should create an effective communications with the channel members. The language used to make the communications need to be simple and easy and it should reflect the demand of the employees (Morgan, 2006).

This research will reflect the coordination of the activities required to make the interpersonal communications and factors which are important to create a good exchange of information, facts and emotions which can develop an effective decision making process. Any confusing information need to be reduced and relevant information need to be provided relevant for the inter-personal communications process (Greer, 2001). Data and information need to be specific and it should be relevant to solve the organisational problems. It needs to be time bound so that workers will be able to realise that information and use them in the decision making process (Armstrong, 2010).

After making the decisions managers need to think about presentation styles of their decision. It is based on the situation where the decision will be applied. Some decisions need to be made quickly where no formal presentation will be made. Formal presentation style consider about presentation of the results with various decision making tools such as meeting, counselling, mentoring etc. Informal styles can be made on the spot to resolve the problems quickly (Armstrong, 2010). This research is focusing on improving the quality of the information gathering process and how it can improve the decision making capabilities of the managers in the retail industries.

Informal communications can be useful to make the inter-personal communications more effective and it can increase the quality of the decision making process for the managers. An effective presentation style can reduce any potential problems and improve the acceptability of the decisions. It can also improve the inter-personal communications with the various members of the organisations and develop the process for reducing any potential problems in the decision making process (Johnson and Scholes, 2008). This study will explore the ideas about improving the informal communications with the staffs and the process for improving the productivity of the organisation.

Problem definition:
Data and information will make the communications messages and help to develop the decision making process for improving the quality of the employees. Data is known as the symbols which can be used to create the expression to create some information. When any data will be processed and become useful in the decision making process is called as the information. Information can be able to make the answers to the questions and help to reduce the confusion level of the employees (Keith, 2000).

It is important to use relevant data to develop the information and to use them properly in the process of decision making. Good quality data can make good decision making process and help to solve several management problems quickly. Managers need to store the data based on their previous experiences, taking information from the feedback report or improving the level of communications with several members of the organisation. An effective flow of communications can reduce any potential challenges and improve the organisational performance (Leopold et al., 2005). This research is exploring the areas of information gathering process and how it can improve the decision making capabilities of the managers and improve the productivity of Sainsburys.

Aim:
The aim of this research is to evaluate the roles of staffs communication process for developing the employees effectiveness in the retail industries.

Research Objectives:
Research objectives for this study are the following:-

To identify the perceived issues of inter-personal communication for motivating the workers and the managers roles for solving those issues.

To analysis the role of inter-personal communications process for developing the staffs competence in the retail sectors.

Research Questions: Research questions for this study can be the following: How inter-personal communications process can improve the staffs effectiveness in the retail sectors? How inter-personal communication process can improve the decision making capabilities of the managers? What are the problems of inter-personal communication process and how those problems can be resolved?

Organisational Background:
In order to develop the decision making process with the process of information gather researcher is using one of leading retail superstores in UK Sainsburys. It is one of the largest superstores in UK established in 1869 by John James Sainsbury. In the year, 2010 the net income of this organisation was 585 million and has three subsidiaries. More than 146, 900 employees are working in this organisation where top level managers are responsible for making major decisions. This study is considering Sainsburys of Southampton branch where more than 115 employees are working (Sainsburys, 2012).

Recently, high competition is taking place in the retail industries and it is important to develop the decision making process of the managers for improving the staffs effectiveness. It is now becoming a challenging issue for the top level managers to handle major challenges of the competitive market. it is important to improve the communications process or information gathering process from several areas for increasing the productivity of the organisation (Patron, 2008). This study is exploring the areas information gathering and the communication process for improving the decision making capabilities of the managers. Developing the decision making capabilities of the managers can provide good direction to the workers and handle major challenges in the organisation.

Scope of this research: This study is evaluating the decision making skills of the managers and how they can improve the communications process with their workers for accelerating the productivity. Decision making is the process of gathering information with taking consideration of the organisational aims and objectives which can influence the workers to make the decision making. Decision making model considers about different stages where each stage can explore new areas of organisational development (Keith, 2000). This study can help to identify the process of gathering information from various sources and identifies the options for utilising them properly.

Retail industries can get the benefits from this research because it is focusing more influence on to be careful about storing the information so that it will not be lost or damage. They study will develop the key issues which can help to develop the key factors for improving the quality of the sources used to make the decision making. Providing invalid information can create a big problem for the employees and they will be prosecuted for providing invalid information. It is the duty of the workers to provide valuable information to the organisation (Thompson, 2005).

Summary:
Finally, this chapter provide the introductory information about this research. It also describes about the research aim and objectives and rationale for doing this research. This chapter explains the definitions of the problems and the significance of this research in a competitive business environment. In a competitive retail business environment it is important to develop the decision making capabilities of the managers for handling major challenges and to provide good direction to the employees to achieve the target outcome. It is important to improve the communication process with the help of improving the information gathering process for gaining the competitive advantage. Next chapter is describing the literature review relevant for this research and develop some important concept of decision making process for the Sainsburys managers.

Chapter-Two
Literature Review Chapter Overview
This chapter is evaluating the academic literature and theories relevant for the investing the role so inter-personal communication process for improving the decision making process of the managers. In order to improve the quality of the decision making process of the managers inter-personal communication can help to solve several internal problems in the organisation. With the help of inter-personal communication managers can create an efficient way of achieving the organisational goals and objectives and speed up the performance of the organisation (Mary, 2011).

Inter-personal communication can increase the moral responsibility of the workers and increase the level of trust in the workplace. It can make them more competent and makes job

satisfaction in the workplace. It can also avoid lengthy communication channels and creates a rapid communication process to solve the organisational problems (Richardson and Briga, 2008). Inter-personal communication can motivate the employees to bring flexibility in the workplace and improve their decision making process. It can also improve team working and build up the cooperation among the workers (Allessandra and Silvia, 2011). This chapter is evaluating several issues of the inter-personal communications and how it can improve the decision making process of the managers.

Conceptual Analysis on Inter-personal Communication process:

Inter-personal communications process is the informal communication process between employee and the managers for solving several organisational problems. It can improve the decision making capabilities of the managers and creates flexibility in the workplace (Greer, 2001). It can also increase the level of employee engagement in the organisation and creates a direct impact in the process of creating job satisfaction (Mary and Leyland, 2001).

Roles of Inter-personal Communication process:

Inter-personal communications can create several roles in the process of making communications with the workers and effects on the decision making process such as: Employee engagement: Inter-personal communication between the managers and the employees can create employee engagement with the organisation and increase the level of moral responsibility in the workplace. It can increase the level of trust of the employees and reduce labour turnover in the workplace. It can also reduce any miscommunication and conflict in the organisation and creates job satisfaction of the employees. It can increase the level of employee engagement by reducing any potential risk of employee dissatisfaction (Kanika et al., 2009). Knowledge Sharing: Inter-personal communication can create a knowledge sharing approach in the workplace where employees can share their knowledge and ideas

with their managers and creates an effective decision making. It can increase the level of co-operation, innovation and creates a problem-solving working culture (Liz, 2008). It can create an ambition in the employees mind and motivates them to achieve the target outcome. Speed: Inter-personal communication can increase the efficiency level of the organisation and speed up the operations for solving any problem. By reducing the length of the communication channel it can enable the employees to take quick decision and motivates them to provide quick responses. It can also improve the quality of the decision making process of the workers and help to achieve the target quickly (Morgan, 2006). Flexibility: Inter-personal communication between employee and the managers can also bring flexibility in the workplace and help to solve the problems of rapidly changing business environment. It can increase the decision making capabilities of the workforces and increase the capabilities of the workforces to solve the major organisational problems (Keith, 2000). Coordination: Inter-personal communication can help to increase the level of coordination among the employees and the managers. It can increase the level of coordination and increase the effectiveness of the team members to work better for the organisation. It can reduce any communication blocks and creates flexibility in the decision making process and improve the performance of the workers (Marie and Leyland, 2001).

Key factors of improving the inter-personal communication process:

There are some key issues which are important to create an effective inter-personal communication process such as data and information that are used to make the communications messages can help to develop the decision making process for improving the quality of the employees. Data is known as the symbols which can be used to create the expression to create some information. When any data will be processed and

become useful in the decision making process is called as the information. Information can be able to make the answers to the questions and help to reduce the confusion level of the employees (Keith, 2000). Application of the information will create the knowledge and understanding and help to create an effective decision making plan for the organisation.

(Fig-2.1: Relationships between data and information, adapted from Johnson and Scholes, 2008). From figure-2.1, it is important to use relevant data to develop the information and to use them properly in the process of decision making. Good quality data can make good decision making process and help to solve several management problems quickly. Managers need to store the data based on their previous experiences, taking information from the feedback report or improving the level of communications with several members of the organisation. An effective flow of communications can reduce any potential challenges and improve the organisational performance (Leopold et al., 2005).

In order to create an effective decision making process managers need to have different types of information which can be useful to make the decision making. In order to achieve the target outcome all members of the organisation need to work together with adequate understanding of the areas what they are doing. Data and information can provide the ideas about different areas which are important to make the decisions. Staffs and managers need to work hard by creating an effective coordination among the several information of decision

making approach for creating an effective decision making process (Moore, 2001). This report is evaluating different factors of creating an effective communications and the critical issues for making an effective decision making process.

Evaluating the process of Inter-personal Communication system:

There are some critical factors which can evaluate the inter-personal communication system in the process of decision making such as: Reliability: Inter-personal communications which are using in the process of decision making need to be reliable and it should provide the ways of solving the organisational problems. In order to measure the reliability in the sources of information managers can measure the validity of the sources and look for the errors. By comparing with various sources can help to make the comparison and reduce the errors in the process of the data and information collection process. Reliable data and information can create a quality decision making process for the managers (Thompson, 2005). Validity: It is important to measure the sources of information which can tell about the validity of the data used in the process of decision making. It can be done by checking the results in various occasions. Managers need to see the results and how it was working before based on their previous experiences. Developing the learning process can also improve the validity of the sources used in the process of decision making (Patron, 2008). Information technology: Uses of IT can also help to measure the sources of information such as using the software it can be easy to find out the sources of information and relevant data used to make the decision making process. It is an easy and faster process of measuring the validity of the information used to make the decision making (Dessler, 2008). In order to evaluate the inter-personal communication process it is important to evaluate the communication messages used to make the communication. Communication messages need to be selective and it should satisfy the demand of the employees. Effective communication messages can help to achieve the target sales quickly (Mary, 2011). It is important to evaluate the relevant sources of data and information in the decision making process.

Relevant data can build up the quality of the decision making process and solve the problems of the organisations faster (Armstrong, 2010). In order to measure the inter-personal communication process managers need to take the following measurement criteria such as: The sources of data and information need to be relevant to the organisation and it should create an effective communications with the channel members. The language used to make the communications need to be simple and easy and it should reflect the demand of the employees (Morgan, 2006). It will reflect the coordination of the activities required to make the communications and it is important to have a good exchange of information, facts and emotions so that it can develop an effective decision making process. Any confusing information need to be reduced and relevant information need to be provided relevant for the communications process (Greer, 2001). Data and information need to be specific and it should be relevant to solve the organisational problems and reflect the demand of the workers. It needs to be time bound so that workers will be able to realise that information and use them in the decision making process (Armstrong, 2010).

Role of inter-personal communication in the decision making process:

It is important to evaluate the decision-making model which can help to support the decision making process for the managers. Decision making is the process of gathering information with taking consideration of the organisational aims and objectives which can influence the workers to make the decision making. Slack et al., (2010) said that, inter-personal communication can reduce the barrier of open-communication at several stages of the organisation. It can bring new instructions for the workers and improve the team effectiveness in the workplace. It can also clarify the workers about their job roles and responsibilities and provide a good direction to the workers about how they are going to fulfil the organisational goals.

Maund (2001) mentioned that, it can bring new information for planning and provides instructions to the employees for solving any major areas of organisational problems. Internal communication can increase the employee morale and develops a problem solving working unit. It can also create a positive image about the organisation and increase the level of employee participation in the workplace. After making the decisions managers need to think about presentation styles of their decision. It is based on the situation where the decision will be applied. Some decisions need to be made quickly where no formal presentation will be made. Formal presentation style consider about presentation of the results with various decision making tools such as meeting, counselling, mentoring etc. Informal styles can be made on the spot to resolve the problems quickly (Armstrong, 2010).

Boddy (2010) said that, inter-personal communications can be useful to make the communications more effective and it can increase the quality of the decision making process for the managers. An effective presentation style can reduce any potential problems and improve the acceptability of the decisions. It can also improve the inter-personal communications with the various members of the organisations and develop the process for reducing any potential problems in the decision making process (Johnson and Scholes, 2008).

Challenges of the inter-personal communication system:

There are some challenges in the process of creating the inter-personal communication systems such as higher level management may want to increase inter-personal communication with the lower level employees and they may not be interested to share their knowledge with the lower level workers. They may think that it can reduce their power in the workplace and may lose their position (Mary, 2011). Invalid information in the interpersonal communication can create misleading information and creates confusion in the employees mind. Communication message can create problems for the Sainsburys such as it can easily create the misleading information about the organisation and create mistrust among the members of the organisation which can also create risk in a competitive business environment. According these respondents negative communication message can create

mistrust and miscommunications among the members of the organisation and reduce the productivity levels of the organisation (Smith, 2005).

Misleading information can decrease the level of trust to the management and reduce the level of employee engagement with the organisation. In addition, organisation system such as bureaucratic organisational system can create barrier of creating the inter-personal communication in the workplace. It can also create barrier to create flexibility and wants to follow an existing system (Dessler, 2008). Organisational culture can also create the problems in the process of communication system because in a bureaucratic organisational culture managers may not be able to make a good communication and it can also reduce the productivity of the workers. Communication system will not work well when there is high level of power differences and when workers have not the ability to share their own views. Less flexibility in the workplace can also make barrier in the process of communication and it can also reduce the productivity of the organisation (Aaker and McLoughlin, 2007). Finally, the decision making capabilities such as the skills of workers or lack of capabilities to handle the organisational problems can also reduce the level of productivity of the organisation (Lucas et al., 2005).

Chapter Summary:
Finally, inter-personal communication process can increase the flexibility in the workplace and increase the decision making capabilities of the workforces. It can increase the level of communication and creates flexibility in the workplace. However, the organisational system and the managers intensity to create the relationships may create a big challenge for creating the inter-personal communication with the employees. Managers need to make the evaluation of the sources by taking various sources and they need to monitor the process continuously in order to reduce any potential problems.

In some cases, invalid communication messages or misleading information can create a big challenge in the decision making process and create confusion in the employees mind. Sainsburys develop the key issues which can help to develop the key factors for improving the quality of the sources used to make the decision making. Providing invalid information can create a big problem for the employees and they will be prosecuted for providing invalid information. It is the duty of the workers to provide valuable information to the organisation. Next chapter is describing more about the research process including data collection and sampling methods.

Chapter-Three
Methodology Chapter Overview
This chapter is describing the areas of research process and explaining the stages used to make the data collection and to make the sample. It is required to develop an effective philosophical framework of this study so that it can help to make a critical discussion and improve the acceptability criteria of the research process. This research is using a survey strategy with the help of surveying 20 respondents from Sainsburys. Researcher is also using a mix methodology for identifying the roles of inter-personal communications in order to improve the effectiveness of the decision making process. This chapter is explaining some important issues which are useful to make an effective research process.

Research strategy:
Researcher is using a survey strategy for developing the roles of the staffs communication system for developing the decision making capabilities of the workers. Survey methodology is an appropriate method for data collection where survey questionnaires can be used to get the relevant data for this research. This method is better than case study method because it can reduce the level of random and systematic errors and data will come from the results of the questionnaires. By using cross sectional survey researcher is able to get the information in a single point of time (Clark et al., 2004). Researcher is using this method because it can be a good strategy for this research because it can make the actual measurement of the ideas required for improving the communication process of the managers.

Research Paradigm:
For improving the inter-personal communication process of Sainsburys researcher is selecting an appropriate research paradigm for creating a philosophical framework. Research philosophy can make the guidelines to the researcher about how he can finish the project. It can help to find out the ultimate reality of the general causes and principles of evaluating the staffs communication process for developing the employee decision making (Veal, 2006). Researcher is using an interpretivism research paradigm for evaluating the role of staffs communication process for developing the managers decision making process.

This study is considering an interpretivism research paradigm because in positivism approach researcher may bring his own ideas and thoughts which can create bias in the research result. Researcher is using this paradigm because it can help to find out the social reality which is highly subjective and shaped by the peoples perception. However, positivism research philosophy will use highly structured research design where the results may ignore other relevant findings. Researcher is using interpretivism because it will focus on exploring the new ideas about relevant areas of research by using an inductive process. It can make a broad

conclusion with evaluation of several factors and creates accurate and reliable findings with verifications (Collis and Hussey, 2009).

Research Approach:
For evaluating the role of inter-personal communication process for improving the roles of employee decision making process researcher will use an inductive approach where theory will be made on observation of following the evaluation of data. Researcher is interacting with the research process and results will come from the data collections. It will create a flexible structure of developing new concept by evaluating several relevant areas helpful for satisfying the research questions. Researcher is using inductive approach because deductive approach will try to disprove the hypothesis and provides some simple explanations which may not be helpful to explore any complex phenomena. This research is considering inductive because it also creates deeper analysis which is close to get the actual outcome of research and develops the hypothesis in a satisfactory level (Collis and Hussey, 2009). It can help to identify key factors for improving the decision making process of the Sainsburys and its roles in the process of decision making.

Research Methodology:
Researcher is using two types of research methods for exploring the roles of inter-personal communications of Sainsburys such as: Qualitative: Researcher will make a survey of 20 respondents from Sainsburys, Southampton branch for identifying the roles of staffs communication process for improving the employee decision making. Researcher will use staffs comments or views to develop new concepts about the inter-personal communication process, barriers of staffs communication process and some key steps of reducing those challenges of staffs communication process in the grocery retail supermarkets. Qualitative research can help

to bring new ideas about the particular area of study and develop the perceptions of the researcher in a proper direction (Veal, 2006).

Quantitative: Researcher is using survey questionnaires to identify the key issues of communication process or the development of the employee decision making approaches for Sainsburys. Researcher is using numerical figures, charts or frequency tables to make the quantitative analysis. It can make further deeper analysis relevant to the roles of communication process for improving the decision making capabilities of the managers in the grocery retail supermarket industries (Clark et al, 2004).

Researcher is using the mix method because it can make the research critical and improve the quality of the discussion process. It can make the research critical because it is considering both aspects of any research topic. It can help to make the research widely acceptable because it can create a challenging discussion with the help to taking consideration of both positive and negative sides of any specific research topic.

Data Collection Methods:

In order to evaluate the roles of inter-personal communication process for accelerating the employee decision making process for Sainsburys researcher is using the survey method. With the help of open-ended and closed-ended questionnaires researcher is collecting the primary data from 20 respondents from Sainsburys Southampton branch to get the primary data.

Details of carrying out the primary research are the following:Method: Survey Method Respondents: 20 respondents (14 male and 6 female staffs from Sainsburys Southampton branch)

Contacting Method: Sending letters, emails and telephone conversation Time for making this survey: 7 working days Representation: Participation information sheet will be provided and questionnaires will be evaluated by using frequency tables and graphs to make the representation.

Sampling Strategy:
Researcher is using convenient sampling method to evaluate the roles of staffs communication process for improving the decision making process of the managers. Convenient sampling method is easier than other types of methods and it will take less time and costs to get the relevant data. It is more convenient than other sampling methods and help to find out relevant information quickly (Ritchie et al., 2005). The sample size for this research is 20 out of 60 population sizes. However, problems of this sampling method are that it may not consider the whole population and it may create bias in the research process. It will consider those respondents who have the ideas about the relevant areas of study and can be useful in the data collection process (Finn et al., 2000).

Ethical consideration:
Researcher is considering the ethical issues in the research process such as providing valuable information from this study. Researcher is not making any misleading information which can create confusion for the companies or it may not create any effect on the companys image. It is important to provide valuable information about the product and measured the reliability of the sources of information used in this study (Jankowicz, 2008). Taking consideration of the ethical issues can help to create a valid research and increase the attraction levels of the readers.

Validity:
Researcher is evaluating the validity in the research process by measuring the causal relationships such as measuring the faulty research errors and taking measurement of the poor samples. It can help to protect any misleading information and reduce any types of inaccurate and misleading information from the process of data collection (Hart, 2007).

Reliability:
Considering reliable sources of information can help to measure the similar results in different occasions and reduce the subject errors by measuring the difference between the input and the output. It also reduces the subject or the participation errors in the process of data collection and creates a quality research (Veal, 2006). Researcher is using this to reduce the level of bias in the research process.

Summary:
Finally, this chapter is describing several areas of the research steps which can be useful for the researcher to create an effective research. This research is using mix method for making the data collection because it can be more appropriate for exploring the roles of interpersonal communications for improving the effectiveness of the decision making process. Researcher is also using primary by the help of survey method which can be appropriate for getting relevant data faster than other method.

Researcher is taking several options for making the valuable data collection such as sending the company letter for getting the permission from the company for getting required information for this study. However, it is important to consider about the limitations of the data collection and accessibility to the company to get the relevant information. Next chapter is describing the results from the survey and makes the evaluation of the key areas of this research.

Chapter-Four Data Analysis and Findings Chapter Overview:

This chapter is critically evaluating the results of the survey of 20 respondents of Sainsburys Southampton branch. Researcher has used open-ended questions for making the qualitative discussions and closed-ended questionnaires for making the quantitative analysis on the areas of internal communication process for evaluating the decision making criteria of the managers. This research found that, internal communication can enhance the decision making capabilities of the employees by providing updated information or sharing their views with their top level management.

Inter-personal communication can reduce the barrier of open-communication at several stages of the organisation. It can bring new instructions for the workers and improve the team effectiveness in the workplace. It can also clarify the workers about their job roles and responsibilities and provide a good direction to the workers about how they are going to fulfil the organisational goals. It can bring new information for planning and provides instructions to the employees for solving any major areas of organisational problems. Internal communication can increase the employee morale and develops a problem solving working unit. It can also create a positive image about the organisation and increase the level of employee participation in the workplace.

Qualitative Findings:
Researcher is use staffs comments or views to develop new concepts about the interpersonal communication process, barriers of staffs communication process and some key

steps of reducing those challenges of staffs communication process in the grocery retail supermarkets. Qualitative research can help to bring new ideas about the particular area of study and develop the perceptions of the researcher in a proper direction. Researcher is using 20 respondents with the help of survey method and among these 20 respondents there were 10 male and 5 female staffs were taken to make the survey. The results from the qualitative survey are the following:One male respondent from Sainsbury said that,

I think, intern-personal communication can reduce the barrier of open-communication at several stages in Sainsburys. I believe that, it can bring new instructions for the workers and improve the team effectiveness in the workplace

Inter-personal communication can create open-communication with the workforces and it can provide the workers new instructions about their job and enhance the skills of the workforces because the workers will get the instruction from their supervisors and use their skills to solve major organisational problems. One male respondent of Sainsburys is saying that

I think, inter-personal communication can clarify the workers about their job roles and responsibilities and provide a good direction to the workers about job criteria in Sainsburys. I think, it can bring new information for planning and provides instructions to the employees for solving any major areas of organisational problems of Sainsburys

Inter-personal communications can improve the quality of the decision making capabilities of the workers and it can provide the direction to the workers about the processes of solving the organisational problems. It also creates the exchange of information between at various levels and creates a problem-solving organisational culture for Sainsburys. It can also

develop the working relationships and make the coordination of the people, process and other activities. One female respondent of Sainsburys said,

I think, intern-personal communication of Sainsburys can increase the employee morale and develops a problem solving working unit. It can also create a positive image about the organisation and increase the level of employee participation on Sainsburys

Inter-personal communication can enhance the employee morality in the workplace such as it can develop a good attitude of the employees and improve their behaviour in the workplace. It can develop the relationships in the workplace and makes the workers competent in the challenging working environment. However, inter-personal communication can be challenging for Sainsburys such one female respondent of Sainsburys said,

I think, inter-personal communication will not work if the employees have no basic communications skills. It may not work well where there is high level of diversity among the employees

Inter-personal communication can be challenging if there is diversify in the workplace such as if there is any language differences or cultural differences in the workplace. Differences in the language may create different meaning to the workers and it can also reduce the employees performance. If there communication message has no meaning to the workforces than it can make big problems and will not make any impact on the workers decision making process of Sainsburys.

Quantitative Findings:
Researcher is using survey questionnaires to identify the key issues of communication process or the development of the employee decision making approaches for Sainsburys. Researcher is using numerical figures, charts or frequency tables to make the quantitative analysis. It can make further deeper analysis relevant to the roles of communication process for improving the decision making capabilities of the managers in the grocery retail supermarket industries. This section is analysing the quantitative figures by using frequency tables such as: Do you think that inter-personal communication can improve the employees performance of Sainsburys? Table-4.3 Do you think that inter-personal communication can improve the employees performance of Sainsburys? Frequency Factors Yes No Not sure None of the above Total 9 6 3 2 20 Percent 45% 30% 15% 10% 100 Yes b) No c) Not Sure d) None of the above

Analysis:
From this analysis, 45% of the sample population is saying that inter-personal communications can enhance the performance of the employees because it can enhance their decision making capabilities and help to share their feelings and attitudes with other employees. It can also make the co-ordination in various levels of the organisation and improve the skills of solving the

organisational problems. Smith (2005) said that, inter-personal communication can consider the employees feedback in the workplace which can also improve the quality of the business processes in the workplace. It can also reduce any misrepresentation of the messages and improve the flexibility for Sainsburys.

However, 30% of the sample population has not agreed about the roles of inter-personal communication to improve the decision making capabilities because it can create make some misconception in the employees mind and may create the negative impression about the about the organisation. It can also increase conflict in the workplace and reduce the level of employee performance in the workplace. Johnson (2008) said that, it can be difficult to monitor the interpersonal communication and it can create misleading information any time which can be difficult to monitor and makes a wrong results for the employees. It is also a big challenge for identifying the different meaning of the expression of the language used in the inter-personal communication process.

Do you think inter-personal communication can reduce mistrust among the workers of Sainsburys? a) Yes b) No c) Not Sure d) None of the above

Table-4.2
Do you think inter-personal communication can reduce mistrust among the workers of Sainsburys? Frequency Factors Yes No 9 4 Percent 45% 20%

Not sure None of the above Total

3 4 20

15% 20% 100

Analysis:
Inter-personal communication can reduce the level of mistrust among the workers and it can enhance the relationship among the workers such as it can increase the level of inter-personal communication among the working group and work co-ordinately. 45% of the respondents are saying that inter-personal communication can reduce mistrust among the workers by making direct communications with other members and reduce any major queries and questions regarding the areas of communication process (Smith, 2005). However, 20% of the sample population does not believe that inter-personal communication can reduce the mistrust among the group because they are thinking it is depending on the intensity to create the relationships and the attitudes of the workers who want to make the relationships (Zeithaml et al., 2009).

Do you think communications message can improve the quality of the inter-personal communication system for Sainsburys?

Yes

b) No

c) Not Sure

d) None of the above

Table-4.3
Do you think communications message can improve the quality of the inter-personal communication system for Sainsburys? Frequency Factors Yes No Not sure None of the above Total 10 4 2 4 20 Percent 50% 20% 10% 20% 100

Analysis:
From this research, 50% of the sample population is saying that the communication message can improve the inter-personal communication system for Sainsburys such as it is an important element to create the communication with the staffs and it can help to reduce any misconception. It can also increase the decision making capabilities of the workforces and improve the workers capabilities to solve problems in the workplace. It can also give guidelines to the workers about how they are making the decisions and how they can solve the organisational problems (Fradsen and Johansen, 2011). However, 20% of the respondents are not agreeing that inter-personal communication can improve the communication system because communication message can create some misleading information about the organisation and it can reduce the working capabilities of the workers and makes a big loss for the organisation (Slack et al., 2010).

Do you think that managers need to monitor the inter-personal communication process? a) Yes b) No c) Not Sure d) None of the above

Table-4.4
Do you think that managers need to monitor the inter-personal communication process? Frequency Factors Yes No Not sure None of the above Total 8 5 4 3 20 Percent 40% 25% 20% 15% 100

Analysis:
From this research, 40% of the sample population is saying that managers need to monitor the performance of the interpersonal communications system and they can do this by continuously talking with the employees, taking care of the employees views and comments, group discussions or counselling. These can help to identify the problems of the workers and solve the problems of the employees. It can also increase the level of trust between the employees and the organisation and improve the workers performance. Monitoring the communication system can also reduce the errors of the messages and help to improve the quality of the communication process. With the help of identifying the feedback from the employees managers can make the

necessary corrections and improve the quality of the communications system (Richard and Hynes, 2008).

However, 25% of the sample population has not agreed that monitoring system can increase the workers system because they are thinking that monitoring system can increase the pressure or stress on the top level management which can create big stress in the management and makes big problems for the organisation. They are saying that continuous monitoring process may increase the costs of operations and it can reduce the productivity of Sainsburys.

Do you think that inter-personal communication can be improve by using working relationships?

Yes

b) No

c) Not Sure

d) None of the above

Table-4.5
Do you think that inter-personal communication can be improved by using working relationships? Frequency Factors Yes No Not sure None of the above Total 9 4 3 4 20 Percent 45% 20% 14% 20% 100

Analysis:
From this analysis, 45% of the sample respondents are saying that, interpersonal communications can be improved by using the working partnerships where it can enhance the relationships among the working groups and solve the problems of each others. It can also reduce any potential problems of the management by making effective working relationships and increase the interpersonal relationships among the members of the organisation (Mike et al., 2007). However, 20% of the sample population is saying that inter-personal communications may not be improved by the working relationships because they think it is depending on the attitude of the workforces and their abilities to make the relationships.

What is the major Problem of inter-personal communications of Sainsburys? Communication message Organisational culture Interest of the managers Skills of the managers

Table-4.6
What is the major Problem of inter-personal communications of Sainsburys? Frequency Factors Communication message Organisational culture Interest of the managers Skills of the managers Total 7 4 5 4 20 Percent 35% 20% 25% 20% 100

Analysis:
From the above result, 35% of the sample population is saying that communication message can create problems for the Sainsburys such as it can easily create the misleading information about the organisation and create mistrust among the members of the organisation which can also create risk in a competitive business environment. According these respondents negative communication message can create mistrust and miscommunications among the members of the organisation and reduce the productivity levels of the organisation (Smith, 2005). In addition, 25% of the sample respondents ate that interest of the managers can create problem in the communication system because the effectiveness of the communication system is depending on the behaviour of the managers and their way of communication with the workers. Lack of interest by the managers can make big problems in the communication system and it can also reduce the productivity of the organisation (Maund, 2001).

Furthermore, 20% of the sample population has mentioned that organisational culture can also create the problems in the process of communication system because in a bureaucratic organisational culture managers may not be able to make a good communication and it can also reduce the productivity of the workers. Communication system will not work well when there is high level of power differences and when workers have not the ability to share their own views. Less flexibility in the workplace can also make barrier in the process of communication and it can also reduce the productivity of the organisation (Aaker and McLoughlin, 2007).

Finally, 20% of the respondents have mentioned that the skills of the staffs can also make a barrier in the communication system because a good communication system is depending on the good communication at various levels and it also depending on the nature and controlling power of the managers. Low quality managers may not be able to make good communications and makes errors in the decision making process of Sainsburys. It can also increase the conflicts in the organisation and reduce the productivity of the organisation (Jones and Hill, 2009).

What is the best way of improving the quality of the inter-personal communications of Sainsburys? Top-down communications Continuous monitoring Technology Employees feedback

Table-4.7
What is the best way of improving the quality of the inter-personal communications of Sainsburys? Frequency Factors Top-down communications Continuous monitoring Technology Employees feedback Total 5 5 4 6 20 Percent 25% 25% 20% 30% 100

Analysis:
From this analysis, 30% of the respondents is saying that taking employees feedback can also improve the inter-personal communication systems for Sainsburys such as it can help to take the views of the employees and help to improve the quality of the communication system by taking

those feedback. It is important to take the views from the employees and managers need to evaluate those comments to improve the decision making process. It can also find the errors in the communication process and reduce any potential conflicts in the communication system for Sainsburys (Boddy, 2010). In addition, 25% of the respondents have agreed that Sainsburys can improve their communication system with the help of improving the top-down communication system such as creating a one-to-one communications with the workers. It is a good process for identifying the views of the respondents and improves the quality of the communication process (Jones and Hill, 2009).

In addition, 25% of the sample population has said that with the help of continuous monitoring process Sainsburys managers can enhance the decision making capabilities and it can also reduce any mistakes in the communication processes. It can also help to identify the problems in the communication process and reduce any big problems in the process of the communication system (Marchington and Wilkinson, 2008). Finally, 20% of the sample population has agreed about the technological advancement in the communication process. New technology can also increase the quality of the communication process such as it can help to create a faster and convenient communication process among the employees and the organisation. It can also keep the record of the communication process and makes some corrections if required in the communication process (Laudon and Traver, 2008).

Chapter summary:
Finally, this study found that, inter-personal communication can reduce the barrier of opencommunication at several stages of Sainsburys. It can bring new instructions for the workers and improve the team effectiveness in the workplace. It can also clarify the workers about their job roles and responsibilities and provide a good direction to the workers about how they are going to fulfil the organisational goals. This research suggested that, communication message can improve the inter-personal communication system for Sainsburys such as it is

an important element to create the communication with the staffs and it can help to reduce any misconception. It can also increase the decision making capabilities of the workforces and improve the workers capabilities to solve problems in the workplace. In next chapter this study is going to make more discussions on the critical issues of the communication system.

Chapter-Five Discussion and Analysis Chapter overview

This chapter is describing the results from the survey and makes the evaluation on some key issues of the inter-personal communication system for Sainsburys. On the basis of this discussions and analysis researcher will make the recommendations and discussion the areas of further study.

Analysing the findings

From this research it was found that, interpersonal communications can be improved by using the working partnerships where it can enhance the relationships among the working groups and solve the problems of each others. It can also reduce any potential problems of the management by making effective working relationships and increase the inter-personal relationships among the members of the organisation (Smith, 2005). According to this study, managers need to monitor the performance of the interpersonal communications system and they can do this by continuously talking with the employees, taking care of the employees views and comments, group discussions or counselling (Frandsen and Johansen, 2011).

Researcher also found that, new technology can also increase the quality of the communication process such as it can help to create a faster and convenient communication process among the employees and the organisation. It can also keep the record of the communication process and makes some corrections if required in the communication process (Johnson, 2008). This study pointed that, continuous monitoring process Sainsburys managers can enhance the decision making capabilities and it can also reduce any mistakes in the communication processes. It can also help to identify the problems in the communication process and reduce any big problems in the process of the communication system (Aaker and McLoughlin, 2007).

From this study, research found that, it is important to take the views from the employees and managers need to evaluate those comments to improve the decision making process. It can also find the errors in the communication process and reduce any potential conflicts in the communication system for Sainsburys (Maund, 2001). This study suggested that, organisational culture can also create the problems in the process of communication system because in a bureaucratic organisational culture managers may not be able to make a good communication and it can also reduce the productivity of the workers (Slack et al., 2010).

Finally, this study found, communication system will not work well when there is high level of power differences and when workers have not the ability to share their own views. Communication message can create problems for the Sainsburys such as it can easily create the misleading information about the organisation and create mistrust among the members of the organisation which can also create risk in a competitive business environment (Mike et al., 2007). Sainsburys needs to evaluate these issues properly if they want to create an effective communications process for developing the workers performance.

Overall analysis
Overall, this study mentioned that internal communication can reduce the barrier of opencommunication at several stages of the organisation. It can bring new instructions for the workers and improve the team effectiveness in the workplace. It can also clarify the workers about their job roles and responsibilities and provide a good direction to the workers about how they are going to fulfil the organisational goals. This research suggested that, interpersonal communication can bring new information for planning and provides instructions to the employees for solving any major areas of organisational problems. Internal communication can increase the employee morale and develops a problem solving working unit. It can also create a positive image about the organisation and increase the level of employee participation in the workplace.

Chapter Summary
Finally, inter-personal communication can improve the both way communication between the organisation and the workers and it can improve the decision making capabilities of the workers. It can also reduce any mistrust and reduce any potential risks in the workplace. It is important to create a continuous monitoring of the process so that it will not make any big challenge for the communication system and improve the quality of the communication process.

Chapter-Six Conclusion and Recommendations Chapter Overview

This chapter is making the overall conclusion of this study and making the recommendations based on the results from the whole study. It is also explaining the research findings and makes the evaluation of the results from the research results and makes the evaluation of the

key areas for more discussion. It also explains the limitations of the whole study and contribution of this research in real world.

Linking to the research objectives:

In this section research is going to evaluate the research objectives and find out how the researcher has satisfied the research objectives such as:-

To analysis the role of inter-personal communication for developing the staffs competence in the retail sectors.
Inter-personal communication can improve the decision making capabilities of the workforces by improving the communication and various levels. Inter-personal communication can reduce the barrier of open-communication at several stages of the organisation. It can bring new instructions for the workers and improve the team effectiveness in the workplace. In order solve any major critical problems in the organisation inter-personal communication can generate new ideas of handling those problems and provides a direction of solving those issues.

This research pointed that; inter-personal communication can create a problem-solving organisational culture where every members of the organisation will take their participation and making their contribution in the process of decision making. It can also clarify the workers about their job roles and responsibilities and provide a good direction to the workers about how they are going to fulfil the organisational goals. This research found that, inter-personal communication can improve the level of trust and commitment to the workers and takes care of the problems of the workers. It can also provide them suggestions about any problems and makes them happy to solve those problems.

In a challenging working environment inter-personal communication can reduce the level of staff turnover and increase the level of employee engagement in the workplace. Inter-

personal communication can also bring new information for planning and provides instructions to the employees for solving any major areas of organisational problems. This study found that, internal communication can increase the employee morale and develops a problem solving working unit. It can also create a positive image about the organisation and increase the level of employee participation in the workplace.

Inter-personal communication can also improve the lateral communication process among the staff and the organisation and increase the level of trust and relationships between the employee and the organisation. It can also build longer relationships with the workers so that they can solve the critical situation. It can increase the level of control in the workplace and reduce any level of miscommunication in the workplace. It can also increase non-verbal communication with the workforces and increase the trust among the employees in the workplace. Finally, this research found that, inter-personal communication can reduce the conflicts in Sainsburys. By improving the flow of communications at several levels it can help to reduce any potential conflicts among the members of the organisation.

To identify the problems of inter-personal communication for motivating the workers and the managers roles for solving those issues:
Inter-personal communication can be challenging for the staffs of the Sainsburys because staffs need to have good attitudes of making the relationships and they need to have good listening skills. Lack of communications and listening skills of the managers can create barrier in the process of communication and it can decrease the value of the communication system. This research found that, many higher level managers may failed to provide quality feedback to the workers which can also reduce the level of communication effectiveness and makes big problems for understanding the original messages in the communication process.

Researcher found that, language differences and personal differences can create barrier in the process of creating the inter-personal communication. Different people have different types of perception and views towards the communication process and differences in the views and comments can make it difficult to make an effective communication process for Sainsburys. In addition, unwillingness to make the relationships such as without helping the other staffs in the process of communication can create in appropriate amount of unnecessary information which can also makes a barrier in the process of communication.

Furthermore, lack of trust among the team members can reduce the level of effectiveness of the communication process and it can decrease the positive outcome in the decision making process. Implied discouragement or providing negative message to the workers or discouragement of doing something good for the organisation can also makes barrier in the process of communication. Finally, poor communication channel such as the media or technology can also create the communication barrier and decrease the positive outcome in the communication process. Staffs who are physically separated from the organisation or who are in the mobile phones or regular contract routine can face big challenges in the communication process which can reduce the quality of the decision making process of the workers.

Recommendations:
Some of the recommendations can be made by the following: In order to reduce the poor communication skills of the employees Sainsburys needs to enhance the skills of their staffs by providing updated learning process. They need to enhance the employee relationships with the workers and need to provide value to the workers problems. Sainsburys need to take consideration of the feedback of the workers for improving the quality of the communication process. They can take the feedback by using group

discussions, counselling or regular meeting with the workers which can also increase the workers relationships. In order to reduce the language or cultural differences in the workplace it is important to create a coordinated culture such as recruiting people from different culture and language and developing a shared working practices in Sainsburys. In order to reduce the misrepresentation in the communication system it is important to make a continuous monitoring of the processes such as the channel effectiveness, tools and technology used in the process of communication. It is required to create a continuous monitoring of the channel that are used to make the communication process. Sainsburys needs to develop trust and commitment to the employees by increasing the level of communication with the workforces and by sharing their views and experiences. It is important to develop the attitude of the workers so that they can make an effective inter-personal communication with the workforces and makes good working environment.

Contribution to the research:

This study can makes a big contribution to the supermarket industries in the process of improving the decision making process. It is important to have good communication and inter-personal skills for the managers of the supermarket for identifying the problems of the employees and to provide them good instructions. Inter-personal communication can improve the inter-personal behaviour of the workforces and makes them very competitive in the challenging working environment. This research can make a big contribution in the process of diversity management and for controlling the language differences in the workplace. It can also help to evaluate the cultural differences in the workplace and makes an effective shared working environment.

Limitations of the research:

This research has faced some limitations in terms of getting the appropriate data from the research and to make the evaluation of those data in an appropriate format. This study was made within a short time period and faced challenges to get access to the company. In the process of survey researcher has considered the representation of the whole population which can create bias in the research results. Overall, researcher tries to make this discussion based on the views and comments of the respondents and makes the critical evaluation based on the key findings.

Chapter Summary:
Overall, inter-personal communications can increase the decision making capabilities of the workers and this research successfully satisfies the research objectives. This study explained the results from various sources and makes this discussion more critical and widely applicable. Researcher made the discussion based on the survey results of 20 respondents and makes the evaluation based on academic literatures. This study can create a big contribution in the supermarket industries in the process of diversity management.

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Appendix:
QUESTIONAIRE

Introduction: Inter-personal communication can improve the decision making quality of the employees and it can make them more competent in the challenging working environment. It is important to develop a both way communication process which can reduce the mistrust and miscommunication in the communication process and increases the performance of

(Questionnaires) Please Identify your Gender: a) Male b) Female Do you think that inter-personal communication can improve the performance of Sainsburys? Yes b) No c) Not Sure d) None of the above

Do you think inter-personal communication can reduce mistrust among the workers of Sainsburys? a) Yes b) No c) Not Sure d) None of the above

Do you think communications message can improve the quality of the interpersonal communication system for Sainsburys? Yes why? -----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------b) No c) Not Sure d) None of above If Yes then please specify

Do you think that managers need to monitor the inter-personal communication process? a) Yes b) No c) Not Sure d) None of the above

Do you think that inter-personal communication can be improve by using working relationships? Yes specify why? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------b) No c) Not Sure d) None of the above If Yes then please

Are there any problems of making the inter-personal communications with the workers? a) Yes b) No c) Not Sure d) None of the above If Yes then

please specify why? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- How do you think that Sainsburys can reduce the challenges of inter-personal communications? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

What is the major Problem of inter-personal communications of Sainsburys? Communication message Organisational culture Interest of the managers Skills of the managers

What is the best way of improving the quality of the inter-personal communications of Sainsburys?

Top-down communications Continuous monitoring Technology Employees feedback

CONSET FORM Organisational Consent Letter Sainsbury's Bitterne Southampton

Investigating the role of inter-personal communication process for improving employee decision making on Sainsburys, Southampton

Dear HR Manager, My name is ATTA UL MUSTAFA and I am a final year MBA student studying at Cardiff Metropolitan University (CMU). As part of my MBA I am conducting a study into ,

Investigating the

role of inter-personal communication process for improving employee decision making on Sainsburys, Southampton
For the conduction of an effective research, the researcher has selected the survey method and as for the sample, Sainsbury's Slough has been selected to study the topic with a real life example. I attached a copy of the proposed questions for your information and a summary of project proposal.
All participants will be given an alpha-numeric code to ensure limited identification of the individual to the researcher and supervisor only. Confidentiality will be assured, and no

information that could cause any member of the team or management uncomfortable. If you agree, individuals will also be requested to give their consent forms before taking part. This application has been submitted to the Ethics committee and has been fully approved. If you have any questions, please contact my project supervisor:
Mr Dr,RJ THOMAS E-mail: rjthomas@cardiffmet.ac.uk.

Cardiff School of Management, Western Ave, Llandaff,

CF5 2YB Thank you for your time Yours Sincerely, ATTA UL MUSTAFA Researcher 00447411717099 AMUSTAFA11@GMAIL.COM