TECHNOLOGICAL INSTITUTE OF THE PHILIPPINES

1338 Arlegui St., Quiapo, Manila

College of Engineering and Architecture

Industrial Engineering Department

Engineering Management

Effects of Miscommunication in the Workplace of Pongal Trucking

Submitted by:

Submitted to:

Engr. Maria Jessica Ebio

February 2019
 CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

Introduction

Communication is one of the ingredients towards a successful company. It is the process

of sharing ideas, information, and messages with others in a particular time and place.

Communication includes writing and talking, as well as nonverbal communication (such as facial

expressions, body language, or gestures), visual communication (the use of images or pictures,

such as painting, photography, video or film) and electronic communication (telephone calls,

electronic mail, cable television, or satellite broadcasts). Communication is a vital part of personal

life and is also important in business, education, and any other situations where people encounter

each other (Encarta, 1998). People communicate in order for them to have understanding between

two individual or group. In management, communication must be made for a purpose and because

it has a cost attached to it, it must be used effectively.

Having a problem in the delivery of materials brings a large impact in the workplace. The

target time for the work is being affected. Especially that the workplace needs a trucking company,

probably it has to be a big freight. Material is a big deal for this kind of business. Also having

damage in the materials contribute to the delayed of time in workplace. Safe delivery truck is the

most important thing that has to be remembered in every work. That is why communication is

always a need to fully check the materials and also to communicate with the clients.

Through effective communication skills, it will help the workers improve the way they will

handle clients and delay of work in case of any circumstances. They will be more oriented and
aware so that they will be more productive in such worksite.There is need for this kind of research

in the company, since the number of employees and customers is growing rapidly year by year and

coordinators have acknowledged the problems of communication and interaction.

Background of the Study

The research is conducted basis of a friend’s family business of the researchers, results of

a questionnaire and with support of various chosen theories. The researchers came up with the

subject after they started to work with the case study in partial fulfillment of the requirements in the

course Engineering Management and continued working on this case study until such time.

Pongal Trucking is a logistics and delivery trucking company that is located beside Asteria

Residences in San Pedro St., San Antonio Valley 2, Sucat, Paranaque, 1715, Metro Manila. It is

owned by the Pongal Family. Logistics plays an important role in bringing enormous profit to the

success of a company as well as the development of national economy. Being one of the logistics

service provider in Sucat, Paranaque, communication objectives must clearly support your

organization in achieving its stated goals in the engagement with a logistics company. If you are

clear about where your organization is going and what it needs to achieve, it becomes much

simpler to work out what you need to do in terms of communications activity to support that..

Communication is fundamental to the existence of every human organization and it is so vital that

without it no organization can succeed. In fact, communication is indispensable to human

existence because one must like to communicate with people around him or her to share

experience, ideas and feelings.

In an organization, one can only imagine what would happen if no communication exists.
The employees will like to know when changes especially those that will affect them are about to

make place. They will like to know what is expected of them in the organization to act in

accordance with the standard rules and regulation and to let their feeding, desires, aspirations and

effects to be known and recognized other members of the organization particularly the

management. A good organization is the one which derives its objective from those of its members

and this can only be achieved by establishing an effective down-ward, upward and lateral

communication system. Hence, many organization plans was not successfully achieved, due to

the poor communication channel used.

In order to maintain good quality in customer service and to be able to provide well-trained

and skillful staff in fast growing company, coordinators with the help of this research will be able to

plan trainings in a way that will meet the interests and needs of the assistants in the home care

sector. The aim of this research is to help assistants in the home care sector to communicate and

interact more with each other and this way to also get support from each other. Get assistants

participate more in meetings and trainings, help them to perform their work the best way possible

and to understand the environment of the company. In this thesis the initiation is described as a

main topic and then lead into its implementation and importance for the company and the

employee.

Statement of the Problem

Pongal Trucking, being one of the logistics company in Sucat, Paranaque having not more

than thirty employees, still encounters problems. Problems of the company are the lack of

communication lack of listening and, Assumptions. This is the most common cause. Two parties try

to communicate and base that communication off of a set of assumptions. If the initial assumption
is wrong, then the communication will be wrong as well and also hasty communication.

Miscommunication or misunderstanding cause the delay of the project or the delay of product.

The study aims to evaluate the effects of miscommunication within the workplace of Pongal

Trucking. Specifically, it sought answer the following questions:

1. How does the company management accept and interact with their employees?

2. What are the difficulties in management communication that affect the achievement of

the company?

3. What causes the miscommunications of the company?

4. What are the effects of miscommunication inside the workplace of the company?

Objectives of the Study

The objective of the study is to determine the effects of miscommunication inside Pongal Trucking.
It is to give employers valuable information and right tools to improve communication and
interaction between employees and to help create a work atmosphere where no one feels alone,
even when working individually.

Significance of the Study

The following are the people who will be benefited by this study:

The Company

The study may give them new ideas on how they must deal with their employees. They

may also compose informative concepts regarding to the communication inside their workplace.
The Employees

The study may help them to learn proper communication skills with their employer as well

as their line leaders. This may lead them to better understanding of their jobs as helpers of the

company as well as on how will they handle patience regarding other employees’ attitudes in terms

of formal communication.

Industry

The research may be used as a contribution to the industry as well as other companies.

This may be a help to find answers to questions of other industries about misunderstandings and

pressures of communication inside a company.

Technological Institute of the Philippines

The study may be considered as one of the worthwhile contributions of the researchers for

future references and may give assistance inside the institution.

Future Researchers

The study may be used for future research of students wherein the study can be used for

as their references of research.

Scope and Delimitations

The general intent of this study is to explain how a Pongal Trucking will work if it continue

to handle miscommunication in the workplace. This also intents to discuss how the company deal

with their own employees today and lastly, how they handle unexpected problems that the
company faces during work. The logistics industry is one of the most dynamic, risky and

challenging businesses. Delivery freights are usually characterized by many varying risks. That’s

why the researchers conduct this research, being able to identify the effects of miscommunication

in Pongal Trucking, risks and problems throughout the communication process in an important and

central element preventing unwanted consequences. The researchers gathered data from Pongal

Trucking office located at 8778 San Pedro St., San Antonio Valley 2, Sucat, Paranaque City, 1715

Metro Manila. With descriptive-based research, they interviewed the admin staff of Pongal

Trucking. They also had distributed questionnaires to be answered by their personnel targeting a

maximum number of thirty respondents. This research is not only for the benefits of the workers

who are working on logistics businesses but also to everyone who needs to be aware how grievous

to work on this kind of industry.

 CHAPTER 2

CONCEPTUAL FRAMEWORK

Review of Related Literature and Studies

In this paper a background to the study of communication and its effects on worker

motivation and productivity. It begins with a brief background detailing the studies that have been

done on communication over the last few decades. A theoretical framework is also given on which

the study is anchored. Other areas given in this section are the statement of the problem, the

purpose of the study, research objectives, and research questions, significance of the study and

definition of terms. Communication is widely used in running almost all organizations effectively.

Effective communication is essential for any business or organization to prosper. It cuts out on

wasted time and provides both customers and employees with the necessary tools to succeed and

find satisfaction. When communication is not effective, the end result is an increase in production

time and a decrease in the bottom line. In order to avoid this outcome, effective communication

must be in place (Joey, 2002). Consequently communication can be defined as the “exchange of

information between a sender and a receiver, and the inference (perception) of meaning between

the individuals involved (Bowditch et al, 1997). Analysis of this exchange reveals that

communication is a two way process consisting of consecutively linked elements. Managers who

understand this process can analyze their own communication patterns as well as design

communication programs that fit organizational needs (Kinicki & Kreitner, 2006).

In this paper is to identify the determinant factors that affect employee resignation from the

company. One factor that is concentrated upon by the research study is the existing relationship

between an employee and his supervising officer. The basis of workplace conflict is patterned
according to De Bono’s definition of conflict, which is a result of differences in either interest,

values, actions, views or directions. Attraction-Selection-Attrition is the Theoretical framework basis

for the research study. Two sets of data gathering procedures were conducted. An equal number

of employee and officer respondents were asked to answer a set of questionnaires that were

categorized according to workload, goals, personality, career advancement, and organizational

management. Using descriptive statistics and reliability scale, significant factors affecting employee

resignation were identified. The results of the two data gathering procedures showed that the

highest factor that contributes to employee resignation is financial remuneration, followed by career

advancement. It was also concluded that a supervising officer will more likely resign from the

company due to a conflict with the higher management than an employee who is in conflict with his

immediate supervisor.

In this paper the logistics industry is an ever growing industry not only in Malaysia but also

in other parts of this world. Rather than being viewed as a supportive industry to other functional

areas previously, now, logistics has been regarded as a strategic industry on its own. In the Asia

Pacific region, the potential for growth is very promising. Logistics has emerged from merely a

supporting activity that facilitates trade to a crucial sector by which the nation's competitiveness is

measured. In other countries especially highly advanced countries such as United States of

America and United Kingdom, logistics had already become prominent and acknowledged as a

critical factor of competitive advantage and the increasing importance is due on the expansion of

the international trade as well as the globalization strategy of companies in their respective

business and Malaysia has no exception on this particular issue. To make sure logistics industry

together with supply chain management comply with the needs of current trend in the industry, they

need complete support system and one of the system is the communication system. Effective
communication system is one of the crucial elements in making a smooth operations in logistics

industry. This study was conducted to explore key issues related to communication systems in

logistics industry. Three objectives were set, firstly to find out communication method that practiced

among parties involved in logistics industry. Next is to identify patterns of communication network

practiced by the main parties in the logistics industry and last but not least to identify the current

problem of communication channel used in terms of disseminating information to all parties in

logistics industry. The research found that good communication flow and devices is crucial in

logistics industry. There are certain devices are identified as “must have” in logistics industry such

as mobile phones and the research also found that most of parties involved in logistics process can

be considered as technology-savvy as far as communication is concerned. This research

concludes that, communication and information technology is crucial for logistics industry, therefore

those who suppose to provide right from infrastructure to human capital must cope with latest

needs and rapid development in both aspects.

In this paper information and Communications Technology (ICT) is widely regarded as a

key integration enabler in contemporary supply chain configurations. Furthermore, recent years

have seen the vertical disintegration of supply chains as increasing numbers of manufacturers and

retailers outsource significant parts of their supply chain functionality. In this environment, Third

Party Logistics (3PL) providers - the majority of which are small companies - play a pivotal role.

This raises important questions about the usage of ICT in this sector. However, there is a paucity

of research in the field of small 3PLs with little empirical investigation into the usage of ICT by such

firms. This paper presents the results of a survey on ICT systems usage in a sample of small

Italian 3PLs. The results provide a technological profile of the surveyed companies, as well as an

analysis of the role of ICT in customising services and of the factors influencing technology
adoption.

In this paper communication is the process of sharing ideas, information, and messages

with others in a particular time and place. Communication includes writing and talking, as well as

nonverbal communication (such as facial expressions, body language, or gestures), visual

communication (the use of images or pictures, such as painting, photography, video or film) and

electronic communication (telephone calls, electronic mail, cable television, or satellite broadcasts).

Communication is a vital part of personal life and is also important in business, education, and any

other situations where people encounter each other (Encarta, 1998). The purpose of this study was

to discover whether or not there was a communication gap between the supervisors and the

customer service representatives and/or unit leaders within organization, XYZ. The data was

collected from the customer service representatives and/or unit leaders through the use of a

multiple choice single answer survey. The survey was distributed via face-to-face (drop-off-survey).

Eighty seven percent of the surveys were returned to the researcher. Although once rumored that

there was a lack of communication within the organization, the result of the research was quite the

opposite. Majority of the participants straddled the fence when asked about the overall satisfaction

of communication within the organization. They thought that their supervisor's communicated well.

And like other organizations they usually received most of their information through the grapevine.

In this paper today’s world, communication is an important component of organisation

activity. Because the global world has become widespread, most organisations need to meet their

needs with a lower resource moral through communication. This study examines the significant

relationship between communication and workers’ performance in some selected organisations in

Lagos State, Nigeria. Data for the study were collected through questionnaire with sample
population of 120 respondents. The result of this study reveals that a relationship exists between

effective communication and workers’ performance, productivity and commitment. The study

recommended that managers will need to communicate with employees regularly to improve

workers commitment and performance.

DEFINITION OF TERMS

Communication - the act or process of using words, sounds, signs, or behaviors to express or

exchange information or to express your ideas, thoughts, and feeling to someone else.

Employee - a person employed for wages or salary, especially at nonexecutive level

Employer - a person or institution that hires employees

Industry - a group of manufacturers or businesses that produce a particular kind of goods or

services

Logistics - refer to the process of coordinating and moving resources – people, materials,

inventory, and equipment – from one location to storage at the desired destination.

Trucking - the process or business of transporting goods on trucks.

Verbal Communication- sharing of information between individuals by using speech

Workplace - a place where people work, such as an office, factory or company

 CHAPTER 3

METHODOLOGY

Research Paradigm

Input Process Output

 Survey through Effects of
 Article questionnaires
 Questionnaire  Observation Miscommunication in
 Survey  Interview
Pongal Trucking

Figure 3.1 Research Paradigm

Research Design

The research design of this study is descriptive research. The researchers collected

information by giving out questionnaires and by means of interviewing the respondents.

The research design process may be formal or informal; it can be characterized by a

series of actions: formulation, analysis, search, decision, specification, and modification.

Research Locale

The research will be conducted at Pongal Trucking office located at 8778 San Pedro St.

San Antonio Valley 2, Sucat, Parañaque City, 1715 Metro Manila.

Figure 3.2.1 Vicinity Map

Sources of Data

The sources for this study will be coming from the admin officers, drivers and helpers.

Also, another source that the researchers will use is the related literatures that the researchers

used on the study as well as from the articles published in the internet.

Procedure

The researchers gathered data for this study using interviews and questionnaire method.

Questionnaires are distributed to the admin officers and drivers. The researchers followed a set of

guide questions to ensure that the information collected would be as useful as possible. The

researchers will then review and organize the data retrieved from the questionnaires.
Research Instruments

Developing the management system of the company would not be possible without various

data gathered by the researchers for the purpose of this study. The research instruments that the

researchers used are interview and questionnaires.

Interview. The researchers conducted an interview with the operations manager of the company to

gather data for the purpose of this study. The researchers used this method to collect information

from a specific employee who will serve as the representative of the company.

Questionnaires. The researchers use this method to make survey questionnaires specially created

for the employees of the company. Through this, the researchers will be able to evaluate the

current management system being used. This method aided the researchers in understanding how

and what are the problems encountered in their management system.

The questionnaire aims to answer the following questions:

INTERACTION WITH EMPLOYEES

1. Does your leader checks your attendance daily?

2. Do you do morning briefing with your leader before starting to work?

3. Does your company conducts a toolbox meeting on a monthly basis?

4. Do you have one-on-one interactions with your leader?

5. Does your leader gives you modes of motivation before working?

EMPLOYEE NEEDS

1. Does the management provides the employees daily needs?

2. Does your leader contributes to the development of the people?

3. Are you confident when communicating with your leader?

4. Are there learning and development opportunities (ex. training, seminars, etc)?
 CHAPTER 4

PRESENTATION, ANALYSIS AND INTERPRETATION

This chapter covers presentation, analysis, and interpretation of the result efficiency of

management process for planning the construction site material usage.

YE TOTAL
NO
INTERACTION WITH EMPLOYEES S RESPONDENTS
1. Does your leader checks your attendance daily? 9 21 30

2. Do you do morning briefing with your leader before starting 11 19 30

to work?
3. Does your company conducts a toolbox meeting on a
9 21 30
monthly basis?

7 23 30
4. Do you have one-on-one interactions with your leader?
5. Does your leader gives you modes of motivation before 13 17 30
working

Previous Data in Communication with the Employees of Pongal Trucking4. 1.1 Interaction

with employees difficulties and communication

 90%

80%

70%

60%

50%

40%

30%

20%

10%

0%

YES NO

Figure 4.1.1 Result of Previous Data Collected regarding Interactions with Employees

N TOTAL
YES
EMPLOYEE NEEDS O RESPONDENTS

1. Does the management provides

10 20 30
the employees daily needs?

2. Does your leader contributes to

3 27 30
the development of the people?

3. Are you confident when

7 23 30
communicating with your leader?

4. Are there learning and

development opportunities (ex. training, 6 24 30
seminars, etc)?

4.1.2 Employee Needs

 100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Does the management Does your leader Are you confident when Are there learning and
provides the employees contributes to the communicating with development
daily needs? development of the your leader? opportunities (ex.
people? training, seminars,
etc)?

YES NO

Figure 4.1.3 Result of Previous Data Collected regarding Interactions with Employees

Considering the data gathered in the interaction with the employees in general, Table 4.1

illustrates that (70.00%) of the employees say that the leader does not checks attendance daily,

(36.67%) say leaders does not conducts morning briefings before work, (30.00%) say they do not

do monthly toolbox meeting, (30%) say they do not do one-on-one interactions with their leaders

and (43.34%) say leaders does not give them modes of motivation to improve work. The results

show that the leader shows an ample amount of motivation towards its employees has the lowest

percentage gathering of (56.67%). It also shows that the leader’s poor performance to conduct a

one-on-one interaction for its workers has highest percentage gathering (76.00%). With the data

gathered in the employee needs in general, it illustrates that (33.34%) of the employees say that

they have day to day things needed during work, (10.00%) say that leaders contributes to the

development of their people, (40.00%) say they are confident when communicating, and (20.00%)
say leaders give modes of motivation before work. The results show that leader’s failure to impart

its employee’s daily needs has the lowest percentage gathering (66.67%) wherein leaders lack in

helping their employees with improving their skills. It also shows that leader’s shortcoming to

provide development in the workplace for its workers has highest percentage gathering (40.00%)

but is still not enough to pass the communication management meaning leaders still lack in

communicating effectively. It is observed that leaders lacks in consistency in verbal communication

especially on connecting with their employees individually. They also lack in having friendly

approach with their employees. These proves that the interaction of the management of the

company towards its employees are much related to the needs of its people.

Discussion of Findings

Effects of Miscommunication

The following effects of miscommunication are observed during the course of this research:

Stress in the Workplace

Miscommunication tends to have heavy emotional impact on employees. Reasons for

unavoidable stress in the workplace is probably due to lack of confidence with communicating and

lack of motivation to work, Lack of clarity in the interaction with your leader may be a tough

challenge for the employees. For some instances, employees who are stressed all day has a

feeling of constant urgency and panic, causing them to hurry, feel tensed, and overworked. This

stress stays with them as they start another day at work and probably increases emotional or

mental strain over time.

 Employee Conflict and Argumentation

Managers having limited interactions with their employees tend to have a negative impact

with the priorities and goals of the company. Positive relationship with both employees and

manager will make the work feel lighter. They may even feel a sense of certainty about seeking for

a conflict resolution and answers for a problem.

Unmet Needs and Expectations from both Leader and Employee

Employees are expecting their managers to do their jobs as leaders, being able to

comfortably communicate with them. If employees have trouble interacting with their leaders, they

seem to miss deadlines and seem to be confused with their roles as workers of the company.

Without clear communication, it is impossible to know where to start and how to complete a project

efficiently.

Decreased Employee Motivation

Leaders who do not give attention to the development of their people, tend to lessen

employees’ motivation to do their work. This may result to a low self-esteem in relation to their

ability to perform the task on hand. Checking their attendance and doing morning briefing may be

one of their modes of motivation. An open-door environment where employees are not afraid to ask

for clarification or give suggestions is one in which the employees are given the opportunity to

cultivate confidence.

Decreased Employee Productivity

Learning and development opportunities such as trainings and seminars can improve an

employee’s output. Employee with lack of motivational approach tend to decrease productivity at
work. The lack of contribution of leaders to the development of their employees breaks down

productivity. With all these stated, employees tend to feel a sense of insecurity or lack of fulfillment

in completing daily tasks and results to unproductiveness in the workplace.

Increased Mistakes in the Workplace

A daily reminder must always be given to employees, whether be it weekly or monthly.

These will lead them to a better understanding of their jobs as well as their roles in the company.

CHAPTER 5
Summary of Findings

The salient findings of the study are as follows:

1. Interaction with employees

The management does interact with their employees in terms of: leaders do daily checking

of attendance, morning briefings, and one-on-one interactions between a leader and their

subordinates. The results were only 33% of the employees does feel interacted with their company

management.

2. Difficulties in management communication

The top answer for this was having one on one interaction with their leader. Also, no

motivational approach happens within the leader to his/her subordinates and l confinement

between employees and leaders.

3. Effects of miscommunication inside the workplace of the company

The majority of the answered results of the miscommunication inside the company were

about the loss of confidence of the employees in interacting with their leaders due to lack of

communication.

Conclusions

We therefore conclude that miscommunication can always happen all the time
if the company does not have a good communication system lead by its management. By

conducting seminars and trainings, it could help its people in interacting with their coworkers and

leaders. Early work briefings could be so much of a help to the leaders and their workers as it helps

to clarify things and properly discuss the objectives of the company for a new project.

Recommendation

The diversity of cultures in the workplace of today can lead to misunderstandings,

miscommunications and missed opportunities for the improvement of both workers and management.

Managers should be equipped and practice effective communication skills, which can transcend any

or all kinds of cultural barriers. To alleviate the tension between different groups and their differences,

good communication skills must be practiced. Keeping employees’ morale up and conflict down,

should be a daily task for both managers and employees. Employees should have the responsibility

to perform their daily tasks while assisting others as needed or directed by their manager.

The managers can also follow communication techniques that can be used by any leader to

increase the level of internal communication in the company and therefore, the level of the company's

efficiency. Find out if those listening to you hear what you say and interpret it correctly. One way of

doing this is to ask questions that will show the understanding level of those with whom you are

speaking.

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Lagos State, Nigeria, ASAMU Festus Femi (Ph.D.) ((Aug. 2014)

https://pdfs.semanticscholar.org/da0b/f54bf14beb03508ad87242401aa211e0bcb4.pdf)

(COMMUNICATION WITHIN THE WORKPLACE, Beverly Mallett-Hamer (August 2005)

https://core.ac.uk/download/pdf/5066737.pdf)

(COMMUNICATION WITHIN THE WORKPLACE, Beverly Mallett-Hamer (August 2005)

https://core.ac.uk/download/pdf/5066737.pdf)

(The role of information and communication technology in small Italian logistics

enterprises, Pietro Evangelista, Edward Sweeney (January 2009)

https://www.researchgate.net/publication/228756616_The_role_of_information_and_communicatio

n_technology_in_small_Italian_logistics_enterprises

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Suhaimee Saahar, Haliza Hasan, Ahmad Faisal Mohd Fiah, Antashah Mohd Nor (2013)

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(The Effects of Miscommunication between Supervising Officers and Supervised

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Pazcoguin (January 2013) https://www.ijsr.net/archive/v2i1/IJSR13010106.pdf)

(Effects of poor communication in an organization: Case of Kenya Seed Company,

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