This thesis aims to identify the root cause of ineffective communication between direct manager and employee which lead to low employee’s promotion satisfaction at Melcosa. It is necessary to take this into account because there are many consequences of low promotion satisfaction such as: low job satisfaction and customer satisfaction; low level of performance, responsibility, loyalty, and commitment of employees; increase quit intention, expensive to replace qualified and long term employees, bad effect to organization's reputation- employer of choice,…By using in-depth interview with related person and literature reviews, ineffective communication between direct manager and employee is defined as the central problem which is actually existed at Melcosa and the consequences of this problem is also analyzed. It is necessary to solve the problem because there are a lot of significant benefits for improving the effectiveness of communication between direct manager and employee such as: high employee performance and satisfaction; reduce confusing and inconsistent understanding at employees, reduce disputes; increase office's effectiveness; build trust, and increase commitment; effectiveness of work place's environment; more interaction, relationship building and collaboration,…Theories play an important role in finding all potential causes of ineffective communication at Melcosa. But then further in-depth interview support to eliminate some potential causes and clarify the main cause which should be paid attention in priority. As a result, “There is missing 2 ways discussing between direct managers and employees about promotion opportunities” is the main cause. Two alternative solutions have been suggested and after clarifying the comparison of solutions about cost and benefits, “Build up "My dialog" system and organize workshop for all direct managers, employees” is the better solution and a following implement action should be approved as soon as possible to solve the problem and improve employee’s promotion satisfaction at Melcosa.
University of Economics Ho Chi Minh City; ISB (International School of Business)