Transcript UNIT 1: COMMUNICATION

UNIT 1: COMMUNICATION
Qualities of a Good Communicator
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Fluency in the language
An extensive vocabulary
A good listener
Physical appearance
A sense of humor
Grammatical accuracy
Not afraid of making
mistakes
• Awareness of body
language
Business Brief (trend)
• Paper-based communication is
being replaced by the company
intranet, with internal websites
only accessible by employees.
• Externally, advertising has been
the most visible form of
communication with customers.
But the communication between
companies and their customers is
increasingly becoming two-way,
with customer service centers
designed to gather information,
not just complaints from
customers about all aspects of
use of a company’s products.
Starting Up
Discuss these questions.
1 What forms of written and
spoken communication can
you think of?
2 Which of the above do you like
using? Why?
3 What problems can people
have with them?
4 How can these problems be
solved?
Internal Communication
Discuss these questions.
1. Face-to-face
communication can’t be
beaten. Do you agree?
2. How could
communication be
improved in your
organization?
3. How will
communication change
in the office of the
future?
CASE STUDY: HCPS
HCPS Background
- is a private health care
organization based in Geneva,
Switzerland.
- Offers advice and treatment to
wealthy people and company
employees all over the world.
- Followed a takeover of HCP by
Sanicorp, another health care
organization, since then the
company is more centralized
with decisions being made by
top management
Communication problems
Following the takeover, a number of serious
communication problems have arisen. Read
the emails sent by Gloria Richter, Office
manager and by Ursula Krieger, Sales Director.
In your opinion, what is the most important
problem mentioned in the e-mails?
Task
You are members of Desiree Roland Consultants. Work in small groups.
Make a list of all the communication problems in the company.
Then rank the problems in order of importance. What actions do
you suggest to solve the communication problems?
Which actions should be taken:
a. immediately?
b. In the near future?
c. Later, when convenient?
Which actions will require:
a. A lot of investment?
b. Some investment?
c. Very little investment?