Communication in the Workplace

Task 10

Instructions: The following task is to be submitted to your teacher in one of the two ways described below.

This task is primarily a problem-solving exercise. To complete it, you will need to think carefully about the situation and research the unit and Swaggies for detailed information.

Do NOT leave out any part of the question

Communication is the to the smooth operation of an office. It is the responsibility of the Administration Manager at Swaggies, Janet Parker, to ensure all staff meet the procedures and standards set out in the Policy and Procedures Manual.

Part A

Swaggies manages its communication from many different sources. Identify the sources and allocate a suitable staff member (from the selection below) to take on the responsibility.

Click on each name to find out more about the staff member.

Source of Communication Skills Required Staff Member

Part B

Voula is a away sick for 4 weeks. A temporary office worker, Samantha, has come to help. She has managed to create chaos by not selecting the most suitable method of communication for the job. Complete the table below.

Samantha

The Task

Method used by Samantha

Method that should have been used and why

a) Broome Art Gallery urgently needs the pricelist for Akubra Hats. ordinary mail

b) When opening the incoming mail, a cheque from Blues Big Bush Band is missing. ordinary mail

c) Prepare a letter for Managing Director, Steve Parsons, to sign. Hand written

d) Type an urgent memo to be sent to all staff. Word process, print-off, photocopy, put in pigeon holes.

e) There is an angry client on the phone. Samantha becomes upset, puts the client on hold, has forgotten to take details.

f) Samantha answers the phone and speaks to an important client.
"G'day"

"Hang on a tick"

"No worries"

Part C

You realise that Samantha has poor communication skills.

What telephone etiquette are you going to teach her?

How will you teach her so that she puts it into practice?

Part D

Draft the text (that would appear in the body of a letter) for three of the following situations. You will need to make up the relevant details.

Refer to "A Guide to Writing Letters"

1
The letter to Chisholm Crafts wants to find out why their payment is overdue.

sample letter

2
An invitation to the opening of the new Swaggies outlet in Newcastle.

3
Responding to a client's complaint about a mix-up in the order, which has created problems for the client.

4
A memo to staff about the Staff Christmas Party

sample memo

5
A complaint to your supplier about the poor quality of recent deliveries.

6
A response to a letter of complaint

Situation 1 -

Situation 2 -

Situation 3 -

This is the last exercise in this unit - Communicate in the Workplace

The Task	Method used by Samantha	Method that should have been used and why
a) Broome Art Gallery urgently needs the pricelist for Akubra Hats.	ordinary mail
b) When opening the incoming mail, a cheque from Blues Big Bush Band is missing.	ordinary mail
c) Prepare a letter for Managing Director, Steve Parsons, to sign.	Hand written
d) Type an urgent memo to be sent to all staff.	Word process, print-off, photocopy, put in pigeon holes.
e) There is an angry client on the phone.	Samantha becomes upset, puts the client on hold, has forgotten to take details.
f) Samantha answers the phone and speaks to an important client.	"G'day" "Hang on a tick" "No worries"

1	The letter to Chisholm Crafts wants to find out why their payment is overdue.	sample letter
2	An invitation to the opening of the new Swaggies outlet in Newcastle.
3	Responding to a client's complaint about a mix-up in the order, which has created problems for the client.
4	A memo to staff about the Staff Christmas Party	sample memo
5	A complaint to your supplier about the poor quality of recent deliveries.
6	A response to a letter of complaint