Wening Tyas Widianingsih-200203253

Unit 1
Communication

A. Practice Tasks
Command : Answer the questions below.
Completion Time: 50 minutes

Questions

1. Is communication between companies and their customers better now than in the
past and are there ways of improving it further?
Answers : Yes, because now more channels for communicating with
customers such as various social media platform have emerged and the
availability of these platforms may encourage more open communication with
customers.
Ways of improving :
a. If there is something rude comments or nasty reviews, don’t avoid
the problem, approach it with genuine concern and open mind
b. Make your best effort to respond within 24 hours, proving to the
customers that their concerns are important
c. Let your customers know you care
d. Pay close attention to your first impression
e. Reduce waiting time, whether it’s over phone or e-mail, the longer
you make your customers wait, the more frustrated they are like to
get

2. Can you gave us examples of some really good communication between companies
and their customers?
Answer : When customers have some issue like might receive an item or
product that was shipped late or improperly. Maybe an item was reported as
“available” on the website is actually out of stock or maybe a snowstorm
delayed shipment. The company should telling and apologies about poor
service, telling customers any sort of information about what caused the
shipping delay and when the product would arrive and then including the link
to shipment updates and tracking, so customers know the progress of the order
without needing to contact customer service again.

3. Can you think of any example of when a breakdown in communication has

seriously affected a business?
Answer : America and German business presentation styles different even
though the two countries with very strong rules-based cultures. The
 presentation style of America begins with humor or a small joke by the
speaker to break the ice. This style presentation is not suitable for German,
which emphasizes the professionalism and seriqqwousness of the speaker.

Discuss these questions.

1. What forms of written and spoken communication do you

like using? Why?
 It depends on the person with whom I’m communicating
and the issue. If it’s really important I prefer to talk directly
because face to face with other person I will find out how
they respond through eye contact and facial expression and
if it’s not really important I will use social media through
message or phone call, because now there are many social
media platforms that are used by many people.
2. What problems can people have with the different forms of
communication?
 For example, there is person who like to tell about
information directly and face to face, but there is also
another person who like to know about information just
through the message or phone call. Also the different about
social media platform, some people used to like Whatsapp
for communication and the other used to like Line or
Telegram and because this some people will force another
to use the platform that they don’t have.
3. How do you think those problems can be solved?
 If it’s about face to face or not, it can be solved by phone
call but we have to explain clearly with a clear intonation
voice so that there is no misunderstanding. And about the
differences in social media platform we have to adapt and
use a common platform that many people already using it.
B. What makes a good communicator? Choose the three most important
factors from this list.
1. fluency in the language
2. grammatical accuracy
3. an awareness of body language
4. an extensive vocabulary
5. being a good listener
6. not being afraid of making mistakes
7. a sense of humour
8. physical appearance
9. no strong accent
What other factors are important for communication?
1. Empathy
2. Always open mind
3. Give and receive feedback

C. Which of these words apply to good communicators and which apply to

bad communicators?
Articulate focused reserved
Coherent hesitant responsive
Eloquent inhibited sensitive
Extrovert persuasive succinct
Fluent rambling vague

Yellow = Good Green = Bad

D. Discuss these question.

1. Which of the forms of written and spoken communication below do you
use most :
 a). In your own language?

Written Spoken
e-mails Conversations
faxes Interviews
letters Meetings
memos Negotiations
minutes Phone calls
reports Presentations

b). in English

Written Spoken
e-mails Conversations
faxes Interviews
letters Meetings
memos Negotiations
minutes Phone calls
reports Presentations
E. Problems 2 : Necessity, usually for repair or improvement
1. Incorrect : The rug needs cleaned before we move in.
Correct : The rug needs cleaning before we move in or the rug needs to be
cleaned before we move in.

2. Incorrect : Her watch needed repaired.

Correct : Her watch needed repairing or her watch needed to be repaired

3. Incorrect : The hem of this dress needs mended before I wear it again.
Correct : The hem of this dress needs mending before I wear it again or the
hem of this dress needs to be mended before I wear it again.

Problems 3 : Past custom

1. Incorrect : We use to go to the movies quite frequently.
Correct : We used to go to the movies quite frequently.

2. Incorrect : She was used to get up early

Correct : She used to get up early

3. Incorrect : She used to speaking in public.

Correct : She used to speak in public.
Nama Kelompok : Kelompok 1 (Crewmate)
F (Reading)

CASE STUDY 1
Creating a sense of identity
Background
The international construction and engineering group KMB is based in Munich,
Germany and has manufacturing subsidiaries and associated companies throughout
the word. Its company magazine is published five times a year and is distributed by
post to staff worldwide. The following letter, sent by a member of staff in its Brazilian
sales office, appearedin the magazin’s latest issue.

Dear editor,

I know I’m not the only one who feels uninformed about what’s going on in KMB
worldwide.

When I was at our recent sales conference in Munich several other people from
overseas subsidiaries said they felt a lack of involvement and wanted more
information from head office about new developments within the group. For example,
why has KMB bought a major civil engineering company in Australia? How does this
acquisition fit into our overall strategy? Unforturnately we could only guess at the
reasons.

We also think it’s essential to share best practice among our subsidiaries. We
must know about ideas for improving officiency as soon as possible. For example, if a
marketing technique has been successful in one market, other areas of our busuness
should be told.

We all agreed that the new Global Communications Director should overhaul
KMB.s communication system so that all members of staff are kept fully informed –
both about overall strategy, and about news from overseas subsidiaries. What’s the
use of a worldwide network if no one knoms what’s going on?

Aldo Renato

SAO PAULO, BRAZIL

The new Global Communations Director, Dominique Lapierre, sent the following
email tp the Chief Executive of KMB after Aldo Renato’s letter had been discussed at
board meeting.

New Message 1

Sent Monday, 11 September, 9.53am

To Franz Zimmermann
Subject Poor group communication

It seems this complaint is quite common. Oversies staff don’t think they get enough
information about developments within the group, or about our latest acquisitions, etc.
ideas about best practice arean’t shared either.

We urgently need to improve our communication system to show that we value staff,
and to strengthen their sense of common purpose within the organization globally.

Task

You are members of the working group which will discuss suggestions for improving
KMB’s communication system.

1. Brainstorm ideas of your own which you could add to the draft agenda.
a. Create a website to inform about an event easily, quickly, and widely
b. Conducting professional training by workers in successful subsidiaries
c. The company creates a trial program for the workforce so the company
can gets a professional workforce
d. It is necessary to improve communication by using English, so
subsidiaries can understand the information provided
e. Need to hold regular meetings between overseas staff and head office
periodly, in order to share thoughts and opinions about the strategies
the company has

2. Choose the three best ideas and add them to the agenda.
a. Create a website to inform about an event easily, quickly, and widely
b. It is necessary to improve communication by using English, so
subsidiaries can understand the information provided
c. Need to hold regular meetings between overseas staff and head office
periodly, in order to share thoughts and opinions about the strategies
the company has

3. Then, hold an informal meeting. Discuss the advantages. Also consider the
cost implications of each proposal. Finally, work out an action plan for
improving communications within the company.
 a. Create a website to inform about an event easily, quickly, and widely
Advantages :
1. Easily accessible to people in all parts of the world
2. The cost required will be cheaper because there is no need for transportation
costs for meetings
Deficiency :
1. Important company information may be stolen
2. Lack of intimacy among employees between subsidiaries

b. It is necessary to improve communication by using English, so

subsidiaries can understand the information provided
Advantages :
Simplify communication between subsidiaries or head office abroad
Deficiency :
1. Companies need a large amount of money to train the language
2. Company takes a lot of time to change the character of the language in the
office

a. Need to hold regular meetings between overseas staff and head office
periodly, in order to share thoughts and opinions about the strategies
the company has
Advantages :
1. If information and strategies are really important, it’s better to talk directly and
face to face and avoid misunderstanding if there is ambiguous information on
the website
2. Through a meeting, the problems that are happening in each division will be
resolved because they will listen to various opinions and solve solutions
together
3. Besides being able to increase employees involvement, meetings are also
important so employees always remember company goals
Deficiency :
1. Take much money and time
AGENDA (DRAFT)

Sugestions for improving communications:

i) Introduce an employee of the month scheme

ii) Create a website to inform about an event easily, quickly, and widely
 iii) It is necessary to improve communication by using English, so subsidiaries
can understand the information provided
iv) Need to hold regular meetings between overseas staff and head office
periodly, in order to share thoughts and opinions about the strategies the
company has

Writing
As a member of the working group, write a memo to the heads of all of KMB’s
subsidiaries. This should inform them that the meeting took place and should outline
the plan of action agreed. Finally, the memo should ask for their cooperation in
implementing the sugestions.

MEMORANDUM

To : Heads of all KMB’s subsidiaries

From : Member of working group
Date : September 25, 2020
Subject : Meeting
The purpose of this memorandum is to solve the problem about poor communication
group between head office and subsidiaries. The meeting will be held at Munich,
Germany on September 27,2020. We going to discuss about suggestion to improving
our communication including :

i) Create a website
ii) Improve communication by using English
iii) Hold regular meetings between overseas staff and head office periodly
We hope everyone can participate this meeting and be able to cooperate with each
other for establishing good communication. Thank you for your attention to this
matter. Please don’t hesitate to contact me if you have any questions or if I can be of
further assistance.

Sincerely,
Case Study
Creating a sense of identity
In this case study, the Ss look at the communication problems in an international
engineering group with offices all over the world, and suggest solutions.

Stage 1
Company KMB
Activity Construction and engineering
Based in Munich, Germany
Structure KMB is a central company and also has subsidiaries

Key points of
Aldo Renato’s
letter to the editor Staff from overseas subsidiaries felt a lack of
of the company involvement and lack information from the head office.
magazine
Also they are felt differences of treatment between
head office and subsidiaries

Key points of After receiving Aldo's letter, Franz discussed it in a

Communication board meeting and sent the following email to the CEO
Director’s e-mail
of KMB. Franz said they need to improve their
to KMB’s Chief
communication system and strengthen their sense of
Executive
common purpose within the organization globally
G. LISTENING
A Listen to a conversation between Isobel Reed, an HR manager, and her
assistant Joyce Payne. Look at her Current diary page below and then answer
the question about her new schedule. You will hear the conversation twice.

Mon Tue Wed Thu Fri

17 18 19 20 21

08:00 10:00 12:30 09:00 10:00

Directors’ Meet with Lunch with Departmental Briefing for
Meeting Production Stephanie Meeting new
-discuss Banks management
recruitment 15:00 trainees
15:30 Meet with legal
Meet with team-go trough
Pietro and employment
Irena contracts
-finalise
Monthly

1. Where will Isobel travel to this week? Tokyo, Japan

2. Which days will she be away? Thursday
3. What day and time does Isobel want to reschedule the departmental meeting
to? Wednesday, 2.00
4. Whats else does Isobel ask Joyce to check about this meeting? E-mail
everybody and check it if it’s that ok
5. Whats is the new deadline for the monthly report? Lunch time on Wednesday
6. What day and time does Isobel suggest holding the meeting with Joyce and
Terry?
Day: Wednesday
Time : 9.30
7. What order rearrangement must be dealt with urgently? Briefing for new
management trainess
8. When should Joyce tell te trainees about the changes? ASAP, today,
Monday,17
 9. How is meeting with the legal team being changed? Reschedule meeting for
next week
10. When will Isobel be available to discuss orther changes? After lunch

Lembar Evaluasi Tugas Praktik Unit 1

Apakah semua pertanyaan Tugas Teori Unit 1 dijawab dengan benar dengan
waktu yang telah ditentukan? Semua kesalahan harus diperbaiki terlebih dahulu
sebelum paraf.
1. WRITTING

No Benar Salah Paraf Paraf

Dosen/Asdos Mahasiswa/i
A
B
C
D
E

2. Reading (Case Study)

3.

No Benar Salah Paraf Paraf

Dosen/Asdos Mahasiswa/i
F

4. Listening
 No Benar Salah Paraf Paraf
Dosen/Asdos Mahasiswa/i
G

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