MAI LE HA 10298

1. Communication = Dialogue. Why is it so true?

There are 2 following reasons:

- Both communication and dialogue are about people.
- Both of them are mutual exchange of the information and orders

2. "Business Reputation" - What does it mean? Communication - if badly conducted -

may permanently cause serious damages for it. Name and describe these
consequences.

- “Business reputation” is made up of what others think and feel about

your business, based on their experience with your business, what they've heard about
your business, and the facts they've gathered about your business ( it can be true or
not).
- Consequences if communication is badly conducted:

+ Decreased Employee Motivation: Motivation and morale are critical aspects of

productivity. When employees find that they can neither communicate with you or
each other, they will likely suffer from a lack of motivation. Eventually, the job will
either be done poorly or not be done at all.

+ Decreased Employee Productivity: A breakdown in communication ultimately

leads to a breakdown in productivity. Poor communication may result from
employees who aren’t able to communicate properly with their superiors, or they're
unable to communicate well with each other. It also may be that the goals of the
organization and the tasks related to them are not well communicated. In such
instances, productivity will be reduced because of a failure to communicate.

+ Increased Mistakes in the Workplace. If you don’t let your employees fully
understand what is expected of them, they are likely to misunderstand their duties.
This naturally leads to more mistakes in the workplace, which in turn leads to
decreased productivity. Communication is about as important to the success of your
business as capital or the business’s product. With good communication, your
business can scale new heights of productivity you didn’t imagine possible. Without
it, your business will soon find itself wallowing in a cesspool of its own creation.

3. Write a short note for Your compeers a short note-invitation for the family picnic
organized by Your company. There is tricky part - You must inform them, that "the
entrance fee" is converted into an obligation - participants will have to listen the CEO
speech which sometimes lasts 30 minutes... Do it in semi-amusing way please.
Good Morning;

My name is Mai Le Ha – Communication Officer in our company.

Let me inform You, that on 26th of May our company is going to organize a picnic
designed for family. This party is held for members in our company including our
CEO, board of managers and employees work in departments.

Please find the details regarding the content of picnic such as: entrance fee (obligatory
but we are lunching early bird ticket), dress code, gala dinner,...on our website:
Xxxxxxxxx@xxx.com

Through this picnic, we also have the speech which approximately last 30 minutes of
our CEO.

We will keep You informed on progress of the picnic information with the same
communication channels.

Yours sincerely;

Mai Le Ha
Communication Officer

4. Pick one out of ten steps to improve the internal communication. Please name it
and describe it as broadly as You understand this topic.

I choose the fifth step, which is provide the professional training sessions. This
session will be responsible for new communication formulas. In this session,
employees will have an opportunity to acquire new communication knowledge from
their managers. However, this is also where the crew has different skill’s levels and is
the territory where people get frustrated easily as well.

5. With the pattern given at the last class please respond for the urgent Client's
complaint:

"To whom it may concern;I have been loyal Customer of your company for past
twenty years. I am one of the first members of your "Loyal and Happy Club", which
has promised unique "first category" service (including fast in-store lane). I am
spending thousands of zloties on your items, which - I must to admit - are to meet the
highest quality standards with reasonable pricing.Till now - I am afraid! Last Monday
in your outlet located in Galeria Mokotow, I had to wait almost twenty minutes for
any assistance, which is unacceptable!. I am outraged and expecting an immediate
compensation for a such humiliation! Otherwise - I will not be "loyal and happy" any
longer!.With disappointment but hope;Piotr Pokrzywa"

Dear our beloved customer Mrs.X,

My name is Mai Le Ha, representing as Human Resources Department of Peek &
Clothing Company. I am responsible for deal with problems relating to Customer
Service.

First and foremost, we are kindly sorry to see your dissatisfaction. The issue that you
have mentioned we can meet on a daily basis nowadays because of the overload
customers shopping in our store. When it comes to unexpected situation Covid-19,
our human resources system needs to reduce vast amount of full-time clerks and
managers.

The quality of our product reflects the quality of our qualified assistants as well. We
are confident that with our range of the products we can offer the best service for
money. However please accept our sincere apologies.

Our customer service is ready to help at any time convenient for You Mrs. X. Please
make Your choice using our shopping site – we will deliver it for free”.

We can assure You, that this situation will not happen again. We will take immediate
actions, which will secure the proper service in the future.

Best regards,

Mai Le Ha
HR Officer