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Communication Barriers in a multi-diversified workplace: The Case of Fujairah International Airport 31 Выводы и перспективы дальнейших исследова- ний. Таким образом, модернизация государственного управления социальным развитием регионов в кон- тексте децентрализации власти должна осуществлять- ся по четырем основным направлениям: институци- ональном (расширение спектра форм повышения институциональной способности территориальных громад, развития партнерских отношений местной власти и неправительственных организаций); функ- циональном (законодательное определение функций и полномочий всех субъектов управления на прин- ципах субсидиарности, развитие механизмов взаи- модействия органов государственной власти и мест- ного самоуправления всех управленческих уровней); организационном (создание новой сети социальных учреждений, способной обеспечить доступность и качество социально значимых услуг) и финансовом (внедрение новых инструментов финансового обе- спечения социальной сферы регионов). При этом, требуется проведение дальнейших ис- следований по выработке конкретных технологий реа- лизации выше изложенных предложений с целью прак- тического преобразования системы государственного управления социальным развитием регионов. References: 1. Decentralization of power, available at: http://decentralization.gov.ua 2. Karabin T. O., “The problems of decentralization of executive power in Ukraine and their possible solution”, Forum prava, – 2012. – Vol. 4, – P. 439–444. 3. President of Ukraine – 2015, “Decree “On the strategy of sustainable development “Ukraine – 2020””, available at: URL: http://zakon1.rada.gov.ua/laws/show/5/2015 4. Romaniuk S. A., “Regional development and decentralization: theoretical and practical aspects”, Rehional’na ekonomika, – 2016. – Vol. 3, – P. 10–18. 5. The analytical report to the annual President of Ukraine to the Verkhovna Rada of Ukraine «On the internal and external situation of Ukraine in – 2016», available at: URL: http://www.niss.gov. ua/content/articles/files/poslanya_new-cc2e3.pdf 6. The official site of the Мinistry for Regional Development, Building and Housing of Ukraine, available at: URL: http://www.minregion.gov.ua 7. The Verkhovna Rada of Ukraine – 2015, “The Law of Ukraine «On a voluntary association of local communities»”, available at: http://zakon2.rada.gov.ua/laws/show/157–19. DOI: http://dx.doi.org/10.20534/EJEMS-17-2-31-36 Layla Murad Yousif, MBA Student, University of Fujairah, United Arab Emirates Maryam Abdullah Alsamahi, MBA Student, University of Fujairah, United Arab Emirates Waleid Rashed Alkaabi, MBA Student, University of Fujairah, United Arab Emirates Waleed Ali Alnaqbi, MBA Student, University of Fujairah, United Arab Emirates Fermin G. Castillo, Jr. (Post-Doc), Associate Professor, MBA Program University of Fujairah, United Arab Emirates E-mail:
[email protected] Communication Barriers in a multi-diversified workplace: The Case of Fujairah International Airport Abstract: Communication plays a very vital role in every organization especially in a diversified work- place wherein employees come from different social status, age, religion, gender and race/ethnicity. Or- Section 4. Management 32 ganizational communication plays a major role when it comes to organizational behavior as it affects the performance of individuals and groups alike in attaining advancement in the workplace and business success. This paper also presents recommendations that may be implemented to overcome barriers and ways to com- municate effectively in a multi-diversfied workplace like Fujairah International Airport (FIA). Keywords: communication, workplace diversity, organizational behavior, structure, culture. 1. Introduction Communication is perhaps one of the most impor- tant aspect of our lives as we always interact with the people around us. And of course employee and employer has no exceptions. Communication can be compared to a vehicle which transports people going to their desti- nation efficiently and safely. Moreover, it enlightens the gray area that affects both employee and employer as their relationship one way or another. Communication is defined as the process of passing information from one person to another. It involves the sharing of information between two or more people for a common goal. The receiver of the information must very well un- derstand the meaning and the contents of the infor- mation. Most organizations set up goals that they are supposed to meet so that they can continue performing better and they can keep up with competition from other companies. In order for these goals to be achieved that should be communication at different levels of the orga- nization and also the employees should communicate with each other. As organization grows, the managers are usually concerned with the possibility of communication breakdown as the message moves from the top manage- ment to the subordinate staff. Every part of an organiza- tion wholly depends on communication and therefore a manager of any organization needs to have excellent communication skills [1]. Elements of communication Communication is a work obtained from Latin word, communis, which has the meaning of common [2]. Com- munication has different elements namely the sender, the message, the medium, and the recipient. The sender is the originator of the message, it flows from him/her through a medium, and finally it gets to the recipient. In an orga- nization, different mediums can be used to aid in getting the message to the receipt. These mediums may include the face-to-face conversations, printouts, memos and the schemes. The type of the medium used to send the mes- sage to the receipt largely depends on the content and purpose of the message. Receipt after receiving the in- formation, he/she tries to understand the message [3]. In the fast phasing work environment like Fujai- rah International Airport things operates their way. Same as other local and international airports around the world, Fujairah International Airport (FIA) follow the same protocols and standards. Functions of communication in an organization The organizational behavior continues to play a very important role especially to the changing role of man in the society. Communication is one of the ele- ments of organizational behavior and it is a key com- ponent in every organization. The major role of com- munication in an organization is to help in connecting the employees so that they can achieve a common goal. Communication in an organization helps to create a community within an organization. In addition, com- munication also helps to inform the employees about their tasks, rules and other issues affecting the organiza- tion. For instance, in a University the Dean may commu- nicate to the students about the examination dates and the opening and closing dates. The lecturers in a learn- ing institution may also be informed about a meeting through communication [4]. Communication also aids the company in setting the goals and the ways it will use to achieve them and the step it will take to make these goals a reality. Communication also assists in maintain- ing the human resource. It is through communication that a company or an industry can very well evaluate the performance of its human resource and other members associated with the organization. It also helps in the cre- ation of an atmosphere, which allows people to share their views, helps in management, motivation and in guidance [3]. The trust that the employees have with the top management affects the way a message is received in an organization [5]. 2. Organization structure and communication In the United Arab Emirates, workforce diversi- ty is very common in various organizations where ex- patriates compose majority of the workforce across in- dustries, this is brought about by globalization and the aim of people to seek greener pastures outside of their home countries. All throughout the years, the Arab world has been willingly accepting of the behaviors and cultures of vari- ous ethnicities from different places in the world. Having a diverse workforce makes communicating among groups increasingly complex, employers and managers should have a proper communication net- Communication Barriers in a multi-diversified workplace: The Case of Fujairah International Airport 33 work in place in order to ensure that common goals of the organization are met and business will succeed. A structure is used to aid in the flow of information in an organization. The structure of an organization affects the patterns of communication in that organization. Most organizations are designed in a way, which affects the flow of information. Organizations structure is a term that is used to describe the relationship that exists between the different units of an organization. An or- ganizational chart is a diagram that is used to describe the organizational structure in a company. They show graphically represent the flow of information in an orga- nization. A typical organization chart consists of boxes and lines and the lines are used to represent the differ- ent levels of authority (who is answerable to who). The person below the box is answerable to the person above the box. The information in an organization can flow in differ- ent directions namely the upward, downward, and side- ward communication. In the upward communication, the message goes up in the hierarchy, it moves from the lower levels of an organization to the upper level in an or- ganization. The information sent through the upper com- munication includes the problems encountered by the employees, the opinions of the employees and sugges- tions by the employees. The information normally moves from the junior staffs to the top management within an organization. The employees in an organization should be granted freedom of expression. Normally when in- formation moves from the subordinates to the seniors there is a lot of filtering which is usually done to it [5]. In the downward communication, the information usu- ally flows from the higher level of the organization to the upper level of an organization. The kind of information sent using this type of communication includes orders and warnings. This type of communication consumes a lot of time. Its major setback is the denial of the in- formation and most of the time people have to confirm the information by tracing the path that the informa- tion followed [3]. Horizontal communication occurs between people of the same status in a department of a unit within an organization. Diagonal communication occurs between of different statuses in an organization. 3. Fujairah International Airport (FIA) Organi- zation Communication Structure Fujairah International Airport (FIA) commenced its operation on 29th October 1987 and has around 300 mul- tiracial employees composed of Emiratis, Filipinos, In- dians, Pakistanis and Maldivians among others. It is evi- dent in FIA’s corporate culture though that the concept of “inclusion” is practiced wherein the voices of work- ers in a diversified workforce are heard by superiors and respected. It is important that employee’s feel that they belong be accepted in the organization [6]. Taking into consideration the diversified workforce of FIA, communicating among groups can be tricky at times since the employees come from different back- grounds and speak various languages and dialects. FIA uses the English language when conveying information to its employees since most of the staff can speak and read English. Both formal and informal communication network exist in the FIA organizational communication struc- ture. Since FIA is a hierarchical organization, the flow of communication is usually downward and follows the chain of command of the organization. However, newer information are being cascaded and usually runs up and down among managers before being conveyed to the various section heads. The top management also recognizes upward flow of communication; the immedi- ate superiors would communicate with their respective department heads any concerns before escalating it to the top management. The FIA management encourages an