Internal Communication Challenge at OHFA


Effective communication in an organization is a paramount attribute that allows efficient operation of activities. The communication techniques in the organization affect significantly the morale of the employees which have a direct impact on the achievement of the organizational goals and objectives. Poor communication from the top management discourages the junior staffs who turn the frustrations to the clients thus painting a negative image of the enterprise (Holá, 2012).  In this regard, this paper seeks to establish a critical analysis of the problems that arise due to weak and ineffective communication in a company.

Overview of the Organization and Case Study

The Oklahoma Housing Finance Agency (OHFA) is an organization that offers affordable housing programs to improve the quality of lives of the low and medium income families. The services of the agency are available in all seventy-seven counties of Oklahoma. It collaborates with non-governmental organizations, municipalities, and housing developers to provide the residents of Oklahoma with quality housing options (McPhee, & Zaug, 2001). The department of the Human Resource plays a significant role in ensuring that the institution attains its goals and objectives.

Problem Identification

The organization is faced by the significant issue of communication between HR, permanent staffs and contract employees. By engaging in different appraisals measures between the two staff, the human resource department seems to be sabotaging the contractual workers. The problem arises where the institution fails to pay the employees working on contract their bonuses despite being forced to conduct the Inspections. The workers decided to engage in a go-slow strike thus paralyzing the activities in the agency. The contractual employees did not participate in additional roles after the regular working hours showing reluctance due to the feeling of being undermined.  The poor teamwork between the two forms of employees resulted in an inherent conflict whereby a problem is present although it is not expressed. The contractual employees feel the treatment they receive from the firm as deeming them second-class when compared to those permanently.

Communication Theories

Bureaucratic Theory is evident in the agency. It affects interpersonal relationships and hinders communication. The second communication theory that is present is Scientific Management Theory; it is production-centered and does not clearly define rules and laws thus creating confusion and communication breakdown (Ivanov, 2015).

Actor-network theory regards that communication takes place between the HR, staff, and employees to enhance the achievement of objectives. It is not based on communication interaction but requires technological incorporation for efficiency and effectiveness. This is identifiable in the institution as they communicate within the organization. A network between employees and senior leadership as well as the HR contributes to success. Thus the HR and the employees are liable for the success of the organization by meshing up a network of communication (Miller, 2005). Cognitive dissonance theory is also evident in the organization. Unclear communication is as a result of the difference in attitudes and incompatible beliefs. When the HR being among top leaders in the organization, downsize the staff and employees who are responsible for daily routines, communication is unbalanced. One group is a recipient of decisions while the rest makes the decisions that lead to the success of the company. HR is mainly a role player rather than getting involved.

Organizational Perspectives

The OHFA has a specificity of goals and formalization of their goals. The goal of the organization is to ensure that low and medium income earning households have access to Decent and affordable housing. OHFA, therefore, collaborates with other public agencies to ensure that that the goals are met. The objective of the agency is to help the families to pay rent and purchase affordable homes.

Missing information

The case study does not describe the mechanisms of creating a balanced working environment of the two forms of employees. The human resource department does not provide a clear guideline of whether the contractual employees will receive their bonuses due to the forced inspections. HR seems to have undermined the importance of internal communication as a motivating factor.  There is an assumption that the Oklahoma Housing Financing Agency is a big corporation with different job groupings where the higher the job group, the higher the wage. The management is dwarfed on making decisions and communicating such decisions on how to treat its employees to create understanding for optimal individual performance. Appropriate internal communication to solve inherent conflicts will help sustain employees’ commitment.


The human resource department is solely responsible for the communication breakdown in the department that arises from the communication ineffectiveness. The department can help the permanent staff and the contractual workers to join hands and work together towards achieving the organizational goals and objectives (Ivanov, 2015). The company is sincerely dedicated to raising the living standards of the low and middle class through the provision of affordable housing. However, there is incompetence in the human resources department that causes a problem of operations in the organization. The principal individuals are partial communicators; the communication does not involve everyone in the company, and this affects the overall performance and productivity of the organization (Organizational Communication, n.d). Poor communication sees some employees as being favored where others are ignored. The management of the institution is seen doing an insignificant part in solving the problem of communication in the organization.

In conclusion, communications theories present in this situation that OHFA faces include Bureaucratic Theory that affects interpersonal relationships and hinders communication. The second communication theory that is present is Scientific Management Theory; it is production-centered and does not clearly define rules and laws thus creating confusion and communication breakdown.  In improving the situation at the company, teamwork should be encouraged for customer satisfaction. Internal communication should be enhanced to reach all the levels in the organization. The firm can generate several alternatives through encouraging a platform of communicating when there is a challenge in the cooperation.

Possible solutions

Cohesiveness and teamwork in an organization are crucial for its success. Competitors can point out a weak line in an organization which they can use to increase their market. Share. Employee and staff are an essential part of the organization. They require to have a sense of belonging to dedicate their efforts in achieving targets. Rewards play the role of motivation in employees in their duties. It ensures that people who work in the organization will look forward to working in the organization to be part of its success. Besides, involving employees in decision making is crucial especially those that affect them at work and gives them a sense of belonging. Moreover, an outline of the organizational hierarchy of communication helps in boosting internal communication.




McPhee, D. & Zaug, P. (2001).Organizational Theory, Communication, Knowledge, and Problematic Integration.

Holá, J. (2012). Internal communication in small and medium-sized enterprises. The University of Pardubice. 15 (3):32-35.

Ivanov, S. (2015). The work of associations: A hidden dimension of all managerial hierarchies (Bureaucracies). Journal of Leadership and Management, 2(4).

Organizational Communication. (n.d). Modern Theories of Organizational Communication.

Miller, K. (2005). Communication theories: Perspectives, processes, and contexts. Boston: McGraw-Hill.