UNIT 1: COMMUNICATION.

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Presentation transcript:

UNIT 1: COMMUNICATION

Qualities of a Good Communicator 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. What forms of written and spoken communication can you think of? Which of the above do you like using? Why? What problems can people have with them? How can these problems be solved?

Internal Communication Discuss these questions. Face-to-face communication can’t be beaten. Do you agree? How could communication be improved in your organization? 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: immediately? In the near future? Later, when convenient? Which actions will require: A lot of investment? Some investment? Very little investment?