BTS Gestion de la PME - Session 2024 SOUS-ÉPREUVE E21 B

DESCRIPTION
DUPLAN DE LA SITUATION DE COMMUNICATION (en français ou en langue étrangère)
Annabelle
NOM: ................
N° de matricule: .................................................
PRÉNOM: ...................
THE COMMUNICATION SITUATION
Lived OUI NON X
Observed OUI X NON
Imagined OUI NON X

□ Reception □ Negotiation
□ Organizing an event □x Conflict
management
THE ORGANIZATION CONCERNED
Name/ Industry: Mercedes Benz Trucks/ Commercial Vehicle Sales and Repair

THE CONTEXT OF THE SITUATION

General framework: Coordination and conflict resolution meeting within the after-sales service. MB Montélimar's
after-sales service is crucial to maintain customer satisfaction after the purchase of a truck or repair. However, conflicts
and misunderstandings between myself and my tutor can disrupt the proper functioning of the service and affect the
quality of customer care.

Place / Duration (possibly): Within MB Trucks Montélimar in a meeting room, about 1 hour during the day

Communication techniques and tools used: Discussions, meeting room, visual presentation

THE PROTAGONISTS

Presentation of the protagonists: Myself, My tutor

Relations between the protagonists: Work-study student in the position of Assistant After-Sales Assistant VI,
position of Assistant After-Sales Service
THE PROBLEMS THE CHALLENGES
Conflict between the Service Assistant and the Service Quality of Customer Service - Working Climate
Assistant VI.
The purpose of the meeting was to discuss recent conflicts Operational Efficiency - Branding
within the after-sales team and to find solutions to improve
collaboration and communication. Resource Management - Professional Development
THE SOLUTIONS THE OUTCOME
The meeting was scheduled to last one hour, with effective
At the end of the meeting, concrete actions were agreed time management to cover all the important topics.
upon, deadlines were defined for each action. Regular Visual aids such as performance charts, issue tracking
monitoring has been planned to assess progress. sheets, and suggestions for improvement were used to
By complying with these conditions, the conflict resolution support the discussions.
meeting was able to take place productively and efficiently A professional and respectful atmosphere was maintained
within the after-sales service. throughout to encourage open and honest communication, it
was moderated by myself as initiator and my tutor to ensure
balanced participation and follow-up of the talking points.
My name is Annabelle, I'm 18 years old, I'm a work-study student at Mercedes Benz Trucks in Montélimar, I like to
ride a motorcycle, go out, bake, and spend time with my close friends.
Within my company I am required to perform various tasks such as modifying and filling in the mechanics' clocks,
answering the phone, entering credit cards in our software etc...

During this situation, I had to keep my calm so as not to make it worse and try to resolve this conflict as quickly as
possible so as not to let it spill over into our missions. We were able to calm and resolve the conflict quickly, by
discussing calmly and honestly.
I think this conflict is not very important for me and for my tutor, because it’s a Minor conflict.

To resolve these conflicts, a meeting was held to discuss recent issues and find solutions to improve communication
and collaboration.
This was not easy, as we also had to overcome other challenges such as maintaining the quality of customer service,
fostering a positive work environment, and ensuring operational efficiency. Fortunately, the meeting turned out to be
productive.

We have agreed on concrete actions with clear deadlines, and regular monitoring is planned to assess our progress.
I ensured that the meeting remained professional and respectful, using visual aids to support our discussions and
maintaining an open and honest atmosphere.
My tutor also played a crucial role in ensuring balanced participation and ensuring that all points were addressed in
the allotted time.
In the end, although it was a challenge, this experience allowed me to develop my communication and conflict
resolution skills, thus strengthening my contribution to the after-sales team.

Questions:

1. What was the purpose of the coordination and conflict resolution meeting within the after-sales service?
Quel était le but de la réunion de coordination et de résolution des conflits au sein du service après-vente?

2. What are the main problems and challenges faced in this situation?
Quels sont les principaux problèmes et défis rencontrés dans cette situation?

3. How did you use communication techniques to facilitate the meeting?

Comment avez-vous utilisé des techniques de communication pour faciliter la réunion?

4. What concrete actions were agreed at the end of the meeting?

Quelles actions concrètes ont été convenues à la fin de la réunion?

5. How did you ensure a professional and respectful atmosphere during the meeting?
Comment avez-vous assuré une atmosphère professionnelle et respectueuse pendant la réunion?

6. Why is it important to maintain good communication and collaboration within the after-sales team?
Pourquoi est-il important de maintenir une bonne communication et collaboration au sein de l'équipe après-vente?

7. What visual tools did you use to support the discussions during the meeting?
Quels outils visuels avez-vous utilisés pour soutenir les discussions pendant la réunion?
8. How did you effectively plan and manage time during the meeting?
Comment avez-vous planifié et géré efficacement le temps pendant la réunion?

9. How did you follow up regularly to assess progress after the meeting?
Comment avez-vous assuré un suivi régulier pour évaluer les progrès après la reunion?

10. How did your involvement as the initiator of the meeting contribute to its productivity and effectiveness?
Comment votre implication en tant qu'initiateur de la réunion a-t-elle contribué à sa productivité et à son efficacité?