The Role of Communication within a Business



Scott Hamilton: Business Management


Not only is Scott Hamilton my dad, but also he is my idol in the business world. I decided to pick him to interview because he has had a long road to success in business management. He started out going to Arizona State University all the way back in 1981. He declared himself into business and thought it was very interesting so he stuck with it for four years and got his degree. He has since owned two bars, one being successful and one that fell apart because of communication.


Poor Communication in Management


The first question I asked my dad was, “how important is communication when it comes to being a manger of a business.” He replied, “Communication is the reason my first business failed.” He talked about how he opened his first business with his sister and they both invested the same amount into the company, but never really talked about who was going to do what job within the bar itself. This is an example of poor oral and written communication. He worked with her for several years, but he could never communicate with his sister well and the company was very thrown together. She threw him in the kitchen and she worked as a server. His sister would show up late because she said she didn’t think it was a big deal. She was also an owner so she felt she could do what she wanted. Remember this was a time when phones and email were not yet created, so oral and written communications were the two main forms. After putting up with this for a long time my dad had enough. He left the company in order to own his own business because she would not do her part as he thought she would. He said, “I would sit down to talk to her to try and fix the problems within the company and she would blow me off thinking she could make her own rules, since she paid half for the initial start up of the bar.” When he left she ended up becoming the only owner and ran the company into the ground because my dad wasn’t there to help. She eventually sold the building and lost money on what she had paid initially.


Strong Communication in Management


My dad is a smart guy, he had saved up a good amount of money working with his sister and was able to take out a small load and start another bar by himself. He laid out all the job positions and hired people that he described as “willing to help the company.” He communicated with them and told them the ins and outs of what their job entailed. Through this oral communication he set the ground rules and expectations. He also stayed in the background and work and the inventory regulator. He would speak with his cooks and waitresses at the end of every night in order to re-order the supplies they need to stay ready for the next day. He says that his company runs smoothly now because it is written out what everybody is expected to do. He also says that he trained his hostesses to talk to the cooks when it starts to get busy. This allows the cook to be ready for the rush. He has been running this company for almost 20 years and he is a proud owner.


Adapting to Technical Communication


My dad opened his successful business in the prime time of the technology advancing the early 2000’s. He said, “Technology is always changing, so it is very hard to keep up with it.” He loves his advancements, as he is now able to send schedules out through email. If someone needs to request a day off they can talk to him through email. This gives him a written way to talk to his employees. He says it makes it easier to create schedules. He has in writing what employees will be available each day, He can also go on social media in order to promote his restaurant for free. He says technical communication allows customers to give feedback online, which allows him to make changes to better the customer’s experience.


Throughout my interview I learned that communication could make or break a company, so it is very important when it comes to business management.


Robert Hamilton, Guest blogger


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