ASSIGNMENT COVER SHEET

STUDENT DETAILS

Student name: Tran Thi Thu Nguyet Student ID number: 31211022121

UNIT AND TUTORIAL DETAILS

Unit name: Business Communication Unit number: BC-DH47ISB-4

Tutorial/Lecture: Business Project Class day and time: 12PM, Wednesday
Lecturer or Tutor name: Mr. Michael Saram

ASSIGNMENT DETAILS

Title: Business Project (Invidual)

Length: words Due date: 25th Dec, 2021 Date submitted: 25th Dec, 2021

DECLARATION

I hold a copy of this assignment if the original is lost or damaged.

I hereby certify that no part of this assignment or product has been copied from any other student’s work
or from any other source except where due acknowledgement is made in the assignment.
I hereby certify that no part of this assignment or product has been submitted by me in another
(previous or current) assessment, except where appropriately referenced, and with prior permission
from the Lecturer / Tutor / Unit Coordinator for this unit.
No part of the assignment/product has been written/ produced for me by any other person except
where collaboration has been authorised by the Lecturer / Tutor /Unit Coordinator concerned.
I am aware that this work may be reproduced and submitted to plagiarism detection software programs
for the purpose of detecting possible plagiarism (which may retain a copy on its database for future
plagiarism checking).

Student’s signature: Tran Thi Thu Nguyet

Note: An examiner or lecturer / tutor has the right to not mark this assignment if the above declaration has
not been signed.

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Table of Contents
I. EXECUTIVE SUMMARY: ____________________________________________________ 3
II. ANALYSIS OF COMMUNICATION PRACTICES AND COMMUNICATION ISSUES: _________ 3
III. POTENTIAL SOLUTIONS AND RECOMMENDED SOLUTIONS: ____________________ 12
IV. APPENDICES: __________________________________________________________ 14
V. REFERANCES: ___________________________________________________________ 15

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 INDIVIDUAL PROJECT REPORT
I. EXECUTIVE SUMMARY:

• This report contrasts the way communication occurs in a corporate context, specifically the Co.op
Food, with the communication principle. Analyze comparison data and convey existing issues in
corporate communication from there. I will come up with solutions to these challenges after
recognizing them. This report will include the following:

• Executive summary.

• Analysis of company communication methods and communication issues.

• Potential solutions as well as ones that have been recommended.

I will supply some implementation to improve the business's communication details through this
project, precisely as follows:

• Manage employees' emotions.

• Provide precise information to avoid confrontations.
• Train staff to be better communicators.

II. ANALYSIS OF COMMUNICATION PRACTICES AND COMMUNICATION ISSUES:

Communication Principles in Modules Compare and Analysis of Communication
Practices in the 1, 2, 3 ,4 contrast communication Issues
Firm practices in the firm

1. Business 1. Social media To make an effective Similar: 1, 2, Although the business Less attractive.
messages post business message, 3, 4 messages of the firm
2. Verbal focus on 5 criteria: meet all the criteria. But
messages it still has less
• Clear
3. Text message interaction on social
• Concise
4. Website media. Because Co.op
• Comprehensive
Food recruited part-
• Complete

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 • Correct time employees who
have inadequate
Verbal
communication skill.
communications: Oral
message (3).
Written
communications: (1),
(2), (4)
2. Perception 1. Different Module 2: There are o Different perceptions Issues of (2); (3)
perception Three factors affecting different between employees: Leads to conflict
between two perception: perceptions in they come from many in the firm.
employees on o Prior knowledge the firm. different regions of ( See appendix
whether the o Prior experience:2, 3, the country, so their A)
milk sections 4 worldview, culture,
should be o Psychological state: 1 and lifestyle are hard
moved to to uniformize.
nearby the o Be willing to listen
counter. and respond to the o Different perceptions
conflicting view in an among customers: they
2. Different open-minded, non- have their own prior
perception evaluative way and knowledge and
among that invite a experiences.
customers on response from the
product price. opposite.

3. Different o Be empathetic and

perceptions put yourself in
among other’s shoes.
customers on
the variety of o Express your
vegetables. opposite perception
politely

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 4. Different (Cheesebro, 2010, p.
perception 41- 42)
among
customers
about the
policies.
3. Diversity 1. Genders Module 2: Similar: (1), o The location of this
2. Ages o Diversity “ in terms (3), (4) firm is in Ho Chi Minh
3. Hometown of gender, sexual - Different: City, where many
4. Academic orientation, regional (2) people tend to come
levels affiliations, religious -> There is to seek jobs.
beliefs, and so on.” diversity in
(Cheesebro, p.55) many o This job is about a
o People from diverse different part-time job and
ethnic and linguistic aspects in the does not require well-
backgrounds also firm. qualified skills so
have made many many people can
people more aware apply for it.
of variations in
communication
styles.
(Cheesebro, p.57)

4. Response 1.The client asked Module 2: Similar:1;2;3;4 o Because it is a service No issues here
styles the store why her o Evaluating, judging: ⇨ Employees company, the
online bills were values as good/bad and the personnel desire to
being processed. or right/wrong. company use delight their
o Evaluating, advising: a variety of consumers.
2.When the shares solutions or response o Customers go there to
customer wanted offers advice. options. obtain service and to
to know if Co.op request their
Food has a store at privilege.

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 Can Giuoc - Long o Interpreting:
An, he asked the explains why
staff and the staff something happens,
confirmed. gives reasons not
stated in problems
3.When the for feelings.
customer o Supporting:
complained about reassures, pacifies,
the out-of-stock reduces intensity of
Chin-su hot sauce, feeling.
he tried to o Questioning: gains
evaluate and the more information,
staff explained. clarifies meaning,
expands details.
4.When the (Cheeseebro, 2016, p.
cashier asked if the 118-119)
customer would
use the vouchers
on ZaloPay, the
customer
expressed her
understanding.
The cashier advises
the customer to
use vouchers.
5. Supportive 1. The staff openly Module 3: Similar: 1, 2, o Employees A
and talk to each o Elements of 3, 4 frequently converse communication
Defensive other when supportive and More casually with clients, stumbling
communicat there are not so defensive climates supportive which raises brand barrier between
ion many customers. are valid factors in communicati recognition. the
(Spontaneity) determining the on than o However, when it management
defensive comes to personnel, and the staff.

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2. When the effectiveness of the communicati the organization
parking lot was communication. on. must still be
full, the security (Cheesebro, p.133) professional in
guard assured o When conversing, judging how they
the customer use more supporting operate.
openly and messages than
comfortably that defensive messages.
he would keep o Use appropriate
an eye on the messaging in various
motorbike, situations.
helping the o Supportive climates
customer go • Description
shopping at • Problem
ease.(Empathy) orientation
• Spontaneity
3. The manager • Empathy
criticized the • Equality
staff when he • Provisionalism
made a mistake o Defensive climates
in setting • Evaluation
products. • Control
(Evaluation) • Strategy
• Neutrality
4. One employee
• Superiority
wasn’t fully
• Certainty
attentive to
others' sharing,
just gave a
glance and
ignored it.
(Neutrality)

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6. Assertive, The cashier is Module 3: (Cheesebro, All situations When customers
Aggressive honest about the p.135) are wonder about the
and Non- price of a product. Assertive: Starting appropriate. product, the employees
assertive what you think, feel, will answer and discuss
styles want or need in a way it in an honest,
that is direct, honest, respectful way to build
and respectful of trust, meet critical
others. needs.

A lack of
communication
Employee A, who Aggressive: Starting A new staff member did
and
had done shift 1, thoughts, feelings, not have any idea about
understanding
did not control his wants, or needs the work shift that an
among staff.
emotion and kept directly and honestly older employee gave
(See appendix
criticizing but in a way that is her because she did not
B)
employee B for disrespectful of others. want to have conflict.
being late.

The new staff is Non- The new staff avoids

afraid to share her assertive: Respecting disputes in the
ideas because she others while starting workplace, but might
wants to avoid your thoughts, feelings, lead to a lack of
conflict. wants, or needs communication.
indirectly or not at all.

7. Negative Some employees Module 3: Similar 1, 2, 3, - They care about the - Decrease in
information resign from their o Deliver bad news 4 health of customers , the number of
employment due responsibly. Be clear, and apologize for the customers.
to stress and the correct, and inconvenience caused - Decrease
threat of sensitive. employees

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contagion (Braun, p.212) by not being able to due to lack of
of Covid-19. o Concentrate on serve them as usual. the firm’s
providing solutions attention.
and advices. (See appendix
o Be ready to C)

The consumer apologize as quickly - Customers gave

complained about as possible, in a clear negative feedback for
the employee's and sincere manner. the store because of the
inappropriate bad behavior. Most of
behavior. them are part-time
employees.

Customers must The message on the sign

provide proof that in front of the store's
they have been entrance is unhappy
immunized. about the
announcement of a
client restriction during
the epidemic.

During the The website's message

epidemic, the is presented in its
store ceased entirety. Co.op Food
accepting internet announced a temporary
orders. halt in operations owing
to the impact of the
Covid epidemic.

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8. Audience- 1. The store Module 3: Similar: 1,2 • The firm applied Cause
focused created a - Identify audience audience-focused deterioration
messages registration form needs and values. Then Different: 3,4 communications to and do not
of purchasing create messages that pay full attention to satisfy
online and delivery benefit the audience. their customers and customers
supported via (Braun, 2016, p.221) boost their value. needs.
Baemin, Grab, and • The firm employed (See appendix
Now apps for - Communicating you- firm-focused D)
clients to buy attitude communications to
conveniently. • Look at the position itself in
2. Introduce situation from the order to show the
special gifts to audience’s point of audience how
loyal customers on view. unique it is from
Facebook. • Emphasizes what other businesses.
3. A poster on the the audience wants
door informs that to know.
customers must • Treats the
make a health audience with
declaration and be courtesy.
vaccinated before
entering the store. • Respects the
4. Introduce the audience’s
quality of products intelligence.
and fast service on • Protects the
the website. audience’s ego.
(Braun, p.253)
- Avoid “you” when it
criticizes the reader or
limits the reader’s
freedom.
(Braun, p.258)

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9. Meeting in (1) Regular staff - People in Similar: (1), Employees will have a o Less
the firm meetings organizations meet in (2), (3), (4) better understanding of effective
(2) Team meetings many ways including -> Employees one another and then offline
(3) One-on-one informal, one-on-one and the improve active listening meeting.
meetings meetings, team company use skills. o Cause
(4) Organisational meetings, regular staff a variety of - (1), (2) Formal barrier to
meetings meetings, meeting meetings: exchanging elder staff.
organizational options. ideas and inspiring staff; (See appendix
meetings, gathering feedback and E)
parliamentary working experience;
proceedings. increasing working
(Braun, p.399) productivity.
- (3), (4) Informal
meetings: relieve stress,
enhance company unity,
increase working
efficiency.
10. Conflict Example 1: The Module 4: There are - Most of the part-time
client debates with - Conflict is the internal many types of employees are not
the staff to or external tension that conflict in the trained intensively
determine who has occurs when you firm. leading to conflict in
the "correct" experience difficulty in work.
information since meeting important - The system of rules is Affect on
she feels the staff needs. set unlogically internal
chopped the meat (Cheesebro, p.156) resulting in relationship.
incorrectly. - 5 types of conflicts: missunderstanding (See appendix
• Pseudo conflict: 4 F)
Example 2: • Fact conflict: 3
Employees A and B • Ego conflict: 1
both require a day • Value conflict
off on Wednesday • Need conflict: 2
morning.

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 Example 3: The -
employees on the
aisle arrangement.

Example 4: The old

employee is
concerned that the
new employee is
incompetent, which
leads to
misunderstandings
since the new
employee believes
he is not trusted.

III. POTENTIAL SOLUTIONS AND RECOMMENDED SOLUTIONS:

Communication issue Potential solution Recommended Solution

- Less attractive. a. Training employee. Choose solution b because:
b. Set rules for social media posts in order - Save money, time and effort.
to have the systematic information and - High probability of success.
easier to attract customer.

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Issues of (2); (3)
- Leads to conflict in the firm.
- A communication stumbling
barrier between the
management and the staff.
- A lack of communication and
understanding among staff.
- Decrease in the number of
customers.
- Decrease employees due to
lack of the firm’s attention.
- Cause deterioration and do
not satisfy customers needs.
- Less efective then offline
meeting.
- Cause barrier to elder staff.
a. Discuss with superiors.
b. Listen to customer opinion.
c. Provide specific information about the
salary corresponding to each position
when recruiting.
a. Organize internal exchanges.
b. Hire employees who are open and
receptive to the opinions of others.
a. Create open-minded and friendly
working environment.
b. Everyone should sympathize with each
other.
a. Absorb and improve.
b. Train employees to get customer’s
insights and satisfy their needs.
a. Do a research on customer’s insight.
b. Think about their customer needs
before giving them any notification.
a. Training essential tecchnical skills for
employees.
b. Shorten time of the online meeting.
Choose solution c because:
- Prevent differences of perception.
- Motivate the staff.
Choose solution b, because:
- Affect many people.
- People get along easily.
Choose solution a, because:
- Understanding is an important factor for
improvement.
- Affect many people.
Choose a, because:
- Make store service quality better.
- Staff can improve mistakes.
Choose a, because:
- Create close relationship between the
firm and their customers.
- Capture value from customers.
Choose solution a, because:
- Ensure the quality of the meeting.
- Save effort and time.
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- Affect on internal relationship. a. Try to deal proplems by win-win Choose solution b, because:
solution. - This is essential and should have..
b. Employees should avoid making - Easily make the atmosphere more
misunderstanding. peaceful.

IV. APPENDICES:

Appendix A :
- Hiring a large number of employees from diverse backgrounds may make it difficult for coworkers to
interact with one another, resulting in communication breakdowns.
- Employees may violate some do’s and taboos.
Appendix B:
- Employees will feel uncomfortable working in the company if aggressive communication is continued,
which will result in disputes or urge employees to practice non-aggressive communication. It has a huge
influence on the firm's connection and employee comprehension.
Appendix C :
- The number of customers coming to buy is less than usual due to their numerous negatively information.
- If the store does not pay close attention to employee safety during the Covid-19, the number of
employees who leave will increase.
Appendix D:
If there are too many firm-focused messages, they might lead to deterioration and do not satisfy customer
needs and lose customer attraction.
Appendix E :
Team meetings organized online can be a barrier for elder staff, and aren’t effective because employees
can’t see their facial expressions.
Appendix F :
These disagreements can sever internal connections and foster a culture of denial and lost possibilities for
growth.

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V. REFERANCES:

• Bbraun, K. (2016). Business communication-building critical skills (6th ed.). Braun, K., et al.
(2016). McGraw-hill.pdf. Google
Docs. https://drive.google.com/file/d/1_J8R38OyiP9vHd0PZmGIrutYXmjPnP7J/view
• Cheesebro, T., O’Connor, L., & Rios, F. (2010). Communicating in the Workplace (1st ed.).
Prentice Hall

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