ASSIGNMENT COVER SHEET

STUDENT DETAILS

Student name: Cao Linh Mai Phuong Student ID number: 31211022584

UNIT AND TUTORIAL DETAILS

Unit name: Business Communication Unit number: BC6

Tutorial/Lecture: Individual Project Class day and time:
Lecturer or Tutor name: Mr. Michael Saram

ASSIGNMENT DETAILS

Title: Individual Project

Length: 1976 words Due date: 26/12/2021 Date submitted: 26/12/2021

DECLARATION

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Note: An examiner or lecturer / tutor has the right to not mark this assignment if the above declaration has not been
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I. Executive summary
The report analyses communications practices in one of Circle K branches based mostly on observation. To be particular, this compares firm’s
practices with the principles of business communication. On analysing the firm’s practices, principles are applied flexibly and correctly, which
contributes to the improvement of firm’s image to the customers. Additionally, the report also points out some inappropriate difference of
practices to principles and solution. The report comprises:
 The compare and contrast of principles of communication and the firm’s practices.
 Analysis of practices.
 Communication issues identification.
 Potential solutions for issues and their analysis
 Recommended solution after analysing.
The report’s material is based on the business project and principles of communication. It is indicated through the report that the firm has
reached a certain level of primary knowledge application listed as types of messages used, response styles or diversity. However, there are still
issues appearing in the communication that must be improved.

II. Analysis of communication practices

1. Types of messages used

Communication Principles in Modules 1, 2, 3 ,4 Compare and Analysis of communication Communication Issues

Practices in Circle K contrast practices in the firm

(1) Emails Module 1: Similar: (1), (2), The need of: Understanding is
(2) Text messages Business communication uses (3) (4). - Showing the professional sometimes lost due to
(Messenger) specific medium, format to meet work style via formal letters in lack of verbal
(3) Social media posts the specific needs of the audience emails. communications
(Facebook) efficiently. - Quick and convenient replying among staff.
(4) Flyers (Braun, p4) to the customers.
 Written communications: - Transferring necessary
(1), (2), (3), (4). information.

Potential solutions Analysis the possibilities solutions Recommended solution

(1) Organizing meetings for the employees to (1) May not suitable to all employees due to their situations. (2)
communicate face to face. (2) Saves money and time, ensures that full employees are trained
(2) Providing basic business communication before starting to work.
knowledge in training sessions.

2. Different perceptions of a particular subject or object

Communication Practices in the Principles in Modules 1, 2, 3, 4 Compare and Analysis of communication Communication
Firm contrast practices in the firm Issues
Different perceptions about: Module 2 Similar: (1), (2), Diversity of customers and - Conflicts found
(1) Working environment Three factors affecting (3), (4) staff. among staff and
(2) Service perception: → Different between staff and
(3) Products’ quality - Prior knowledge perceptions customers.
(4) Products’ price - Prior experience (3), (4) appear.
- Psychological state (1), (2)

Potential solutions Analysis the possibilities solutions Recommended solution

(1) Providing clear view of the suitable (1) Get the customers’ empathy and avoid complaint. (1)
service to customers. (2) Avoid complaint but not always possible because of
(2) Ensuring the quality of products. different source of supplies.

3. Diversity

Communication Principles in Modules 1, 2, 3 ,4 Compare and Analysis of communication Communication Issues

Practices in the Firm contrast practices in the firm
 (1) Age group - Diversity “in terms of gender, Similar: (1), (2), - Part-time workers, the - Lack of empathy due to age
(2) Roles sexual orientation, regional (3), (4) position does not require many gap among employees.
(3) Experience affiliations, religious beliefs, → Diversity in skills, take large part of the firm.
(4) Perception and so on.” different - Sometimes breakdown in
(Cheesebro, p.55) aspects. - Employees with different prior communication occurs when
knowledge, which affects how two people don’t accept the
they perceive. other’s perception.

Potential solutions Analysis the possibilities solutions Recommended solution

(1) Organizing meetings (1) Encourages employees to communicate more, thus, gain understanding. (1)
weekly.
(2) Arrange employees (2) Possible difference of work productivity and mistakes taken among shifts.
with the same experience
to work together.

4. Situations with two different response styles:

Communication Practices in Principles in Modules 1, 2, 3 ,4 Compare and Analysis of communication Communication

 the Firm
(1) When customer asked for
the bill:
a. Staff: Questioning
Then when she refused:
b. Staff: Advising
(2) When customer asked
about a product’s position:
a. Staff: Interpreting
When she asked for direction
b. Staff: Supporting.
(3) When customer requested:
a. Staff: Evaluating
b. Customer: Judging
(4) When customer
complained:
a. Staff: Interpreting
b. Customer: Evaluating
contrast practices in the firm Issues
- Evaluating, judging: values as Similar: (1), - Customers require that - Complaints
good/bad or right/wrong. (2), (3), (4) their demand must be met. about employees’
- Evaluating, advising: shares solutions → Diverse attitude towards
or offers advice. response - Staff want to satisfy customers do
- Interpreting: explains why something styles are customer’s need. appear.
happens, gives reasons not stated in used.
problems for feelings
- Supporting: reassures, pacifies,
reduces intensity of feeling
- Questioning: gains more information,
clarifies meaning, expands details.
 Potential solutions Analysis the possibilities solutions Recommended solution

(1) Setting up more employees’ (1) Take much effort, ineffective and may sometimes confuse (2)
training sessions. customers.

(2) Providing more detailed (2) Employees are well-trained and are able to handle
explanation on products and professionally in different situations.
service.

5. There are two examples of supportive and two of defensive communication:

Communication Practices in Principles in Modules 1, 2, 3, 4 Compare and Analysis of communication Communication

the Firm contrast practices in the firm Issues

(1) Supportive Module 3 Similar: (1), (2), - The manager wants to keep - Loss in
communication Elements of supportive and defensive (3), (4) a fair and friendly working agreement since
a. Equality in solving climates are valid factors in → Supportive environment. there is no
problems of the team determining the effectiveness of the ones outweigh consistent format
b. Empathy with customers. communication. the defensive. - The staff all want to reach while
(2) Defensive (Cheesebro, p.133) the highest effectiveness in cooperating and
communication: Supportive climates tasks. arranging tasks.
a. Superiority in choosing the - Description
way to display products.
b. Control in forcing staff to - Problem orientation
re-glue poster. - Spontaneity
- Empathy
- Equality
- Provisionalism
Defensive climates
- Evaluation
- Control
- Strategy
- Neutrality
- Superiority
- Certainty

Potential solutions Analysis the possibilities solutions Recommended solution

(1) Set a certain goal or way to (1) Easy for all to follow and support each other, avoid arguing. (1)
do before starting.
(2) Sometimes will cause conflicts in choosing the solutions.
(2) Change flexibly if it is
suitable.
6. Examples of three different communication styles:

Communication Practices Principles in Modules 1, 2, 3 ,4 Compare and Analysis of communication Communication

in the Firm contrast practices in the firm Issues

(1) Assertiveness: Staff
express personal views to
the manager.
(2) Non Assertiveness:
Hesitating to share
opinions.
(3) Aggressiveness: No
allowance for interview.
Module 3 Similar: (1), (2), - The working environment - Employees
- Assertiveness: stating what you think, feel, (3) is open and friendly. may feel
want, or need in a way that is direct, honest, uncomfortable
and respectful of others. (1) - Tendency of people to with the
- Non Assertiveness: respecting others while hide viewpoints in new decision but
stating your thoughts, feelings, wants, or place. hesitate to say.
needs indirectly or not at all. (2)
- Aggressiveness: stating thoughts, feelings, - Manager’s fear of staff - People asking
wants, or needs directly and honestly but in revealing sensitive aspects for interviews
a way that is disrespectful of others. (3) of the firm. may evaluate
(Cheesebro, p.135) that staff are
unfriendly.

Potential solutions Analysis the possibilities solutions Recommended solution

(1) Spending time talking to new members. (1) Create a comfortable atmosphere for open communication. (1)
 (2) Confirming with staff what can and cannot be (2) The staff may forget or ignore.
described if there is an interview.

7. Negative information and position

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

Negative information Module 3 Similar: (1), (2), - Ignorance in order not to - Negative
(1) Unsuitable attitude of staff towards customers. “Third person” has (3), (4) giving explanation to feedback are not
(2) Unqualified products better you- → negative feedback. solved
attitude than Lack suitable thoroughly.
Negative position “second person" attitude. - Employees are neither
(3) No response provided. in negatives, due serious with the work nor - Customers
(4) Quarrel with customers. to the equal experienced. consider the firm
treatment. is “bad”.

(Braun, p.231)
Be clear, correct,
and sensitive.
 (Braun, p.212)

Potential solutions Analysis the possibilities solutions Recommended solution

(1) Providing explanation to all negative (1) Impossible to cover all sites. (2)
comments.
(2) Creating certain attitude for staff to deal (2) Reduce to minimum customers’ complaint.
with negatives.

8. Examples of audience-focused messages and firm-focused messages:

Communication Practices Principles in Modules 1, 2, 3, 4 Compare and Analysis of communication Communication

in the Firm contrast practices in the firm Issues

(1) Audience-focused Module 3 Similar: (1), (1) Customers’ benefits are - Misusing kind of
a) “Take it easy”: Target Communicating you-attitude (2) highlighted. message causes
customers’ benefits. - Look at the situation from the audience’s → Equal in unexpected affect
b) Please customers’ point of view. audience and (2) Providing evidence to the to firm’s image.
demand of multi-cultures. - Emphasizes what the audience wants to firm-focused quality and service.

(2) Firm-focused
a) The firm is mentioned of
good products.
b) Confidence of the
service quality.
know. messages.
- Treats the audience with courtesy.
- Respects the audience’s intelligence.
- Protects the audience’s ego.
(Braun, p.228)
Avoid “you” when it criticizes the reader
or limits the reader’s freedom.
(Braun, p.233)

Potential solutions Analysis the possibilities solutions Recommended solution

(1) Always follow and aware of customers’ (1) Unable to maintain in certain cases. (2)
needs.
(2) Training staff in choosing type of messages. (2) Lead the staff to right track of using focusing
messages types.

9. Different ways of meetings:

Communication Principles in Modules 1, 2, 3 ,4 Compare and Analysis of communication Communication Issues

 Practices in the Firm contrast practices in the firm

Meetings: Module 4 Similar: (1), (2), The need of: - Some staff may work
(1) Face to face to give People meet in a variety of venues. (3), (4) - Boosting productivity, under pressure when
direct feedback to Types of meetings: → Different avoiding embarrassment when being continuously
individual. - Informal, one-on-one meetings (1) meetings giving feedback in a group. given feedback.
(2) Before becoming a - Team meetings (3) arranged.
staff member to train. - Regular staff meetings - Training indispensable skills. - Part-time workers
(3) At the office for - Other frequent organizational may not be available to
problem-solving. meetings: sales meetings, staff - Eliminating errors. frequent meetings.
(4) At the store to check training sessions, conventions, and
tasks. retreats (2) (4)
- Parliamentary proceedings
- Virtual meetings
(Braun, p.399)

Potential solutions Analysis the possibilities solutions Recommended solution

 (1) Summarizing and giving feedback (1) Easy for workers to combine and follow without feeling under Both (1) and (2)
periodic. pressure.
(2) Arranging suitable number of (2) Save time and ensure everyone attends.
meetings

10. Types of conflicts occur:

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

(Appendix 1) Module 4 Similar: (1), (2), - Disagreement to others - Worsen working

(1) Pseudo conflict: 5 types of conflicts: (3), (4) viewpoints. atmosphere.
(2) Ego conflict - Pseudo conflict (1) → Multi-
(3) Need conflict - Fact conflict conflicts - Diversity in perception. - Spoiling firm’s
(4) Value conflict - Ego conflict (2) occurred. image.
- Value conflict (4) - Fear of being blamed.
- Need conflict (3) - Undeveloped
(Cheesebro, p160-161) listening skill.

Potential solutions Analysis the possibilities solutions Recommended solution

 (1) Organizing more meetings to develop (1) Employees have time to communicate more. (1) (2)
listening skill.
(2) Practicing to empathize with others’ (2) Avoid conflicts with customers and negative comments.
viewpoint.

III. Appendices
Appendix 1:
(1) Pseudo conflict: Controversy among staff when deciding the method to display products.
(2) Ego conflict: Employees arguing to find out who lost the money.
(3) Need conflict: Different needs of two staff.
(4) Value conflict: Difference in working styles causes the difficulty when cooperating.

IV. References
Cheesebro, T., O'Connor, L., & Rios, F. (2009). Cheesebro. Pearson College Division.
Braun, K., Locker, K. O., & Kaczmarek, S. K. (2016). Book Braun (139781259089091st ed.). Mc Graw Hill Education.