AHK Rio de Janeiro

: in search of communication satisfaction : the CSQ Technique

Abstract

Communication is crucial for the management of every organization. An understanding of the efficiency of an established communication strategy is vital to attain high levels of organizational effectiveness. With this in mind, many companies use communication audits to identify strategies to improve their communication practices. The specific subject of this thesis is to examine the communication within organizations and its relations to job and customer satisfaction. The research part of this thesis contains a case study about the German-Brazilian Chamber of Commerce Rio de Janeiro (AHK-RJ). The aim of this paper is to answer the question: “How efficient is the current internal communication of the AHK-RJ measured by job satisfaction? And “How efficient is the external communication measured by the membership satisfaction of the AHK-RJ?” In order to answer those question, four research questions where developed. The research part was accomplished using quantitative research methods. By conducting an internal and external communication satisfaction questionnaire (CSQ), the effectiveness of the communication strategy of the AHK-RJ could be assessed. The two questionnaires consisted of a number of multiple choice questions as well as open ended questions, designed in accordance to the format of the CSQ developed by C.W. Downs and Hazen 1977. The primary result indicates that employees and members perceive satisfaction towards many specific issues. Nevertheless, opportunities for improvements are revealed. The overall communication evaluated by members is satisfying. In contrast employees are dissatisfied with the communication strategy of the AHK-RJ. Especially, the most important tool to receive information, the weekly team meeting is evaluated as unsatisfying. Hence, information flow and process adaptations are required. Challenging last month and major important happenings in Rio de Janeiro affected the team work and working environment, employee turn overs, a lack of trust and information and the multicultural background complicates the task of successfully implementing one integrated communication strategy. By communicating more strategically, providing more information from the top, and encouraging supervisors to provide more feedback and trainings, the AHK can create an even better workplace and higher employee satisfaction can be reached. This improvement of the internal communication strategy influences positively the satisfaction rates concerning the external communication and information exchange.

Date of Award	6 Nov 2014
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Pedro Celeste (Supervisor)