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Case studies
The following businesses were surveyed with respect to verbal and written communication within their organisations
- An auto electrician
- A large retail business
- A manufacturer and distributor of writing instruments
- An accountancy firm
- A Department of Education and Training office
Their profiles and policies on communication are summarised below.
- How many employees does this organisation have?
A
2
B
320
C
80
D
3
E
40
- Are all employees located on the one workplace site?
A
Yes
B
No – 23 sites
C
Mostly – some travelling salespeople
D
Yes
E
Yes
- Outline the company’s procedures that must be followed
in the following situations
a. Greeting visitorsA
Must use common courtesy
B
No formal procedures, but must be polite and friendly
C
Welcome board in foyer; receptionist must be polite and friendly
D
Friendly; offer a cup of tea or coffee
E
No formal procedure
b. Greeting telephone callersA
Answer calls with the company’s name
B
Answer promptly, greet caller, identify self and department
C
Routine format – greeting, name of organisation, name of person speaking
D
Use formal greeting
E
Say greeting, name the directorate and name of office receiving the call
c. Answering enquiries from clientsA
No formal procedure – must be courteous and patient
B
No formal procedures exist - always call back if information cannot be supplied immediately
C
Respond promptly and if necessary, additional information is sought and passed on
D
Varies according to the enquiry
E
No formal procedure unless it is an internal client, such as the Minister or the Director General of Education and Training, when must use designated templates.
d. Relaying of messagesA
Verbally.
B
Internal memos and intranet.
C
Usually by email.
D
Either verbally or written on telephone message pad.
E
Generally use internal email.
e. Standards of written information. (eg style or format)A
Use legible handwriting on invoices
B
Use company stationery
C
World-wide company standard format used
D
Must use high legal standards
E
Follow department style guides
- How important are the following aspects with respect to
verbal and written communication within your organisation?
1 = not applicable
2 = of little importance
3 = some importance
4 = very important
5 = extremely important
A
B
C
D
E
Awards or enterprise agreements
1
4
5
1
3
Legislation
3
5
5
5
3
Industry codes of behaviour
1
4
5
4
4
Employee job descriptions
1
3
4
5
2
Feedback from supervisors
4
3
4
3
2
Computer network systems
1
4
5
5
5
Telephones
3
3
4
4
5
Facsimile machines
3
4
4
5
3
Body language
3
1
3
3
3
Active listening
4
3
4
3
4
Industry jargon
5
4
3
5
5
Proofreading documents
1
4
4
5
5
Knowledge of company policies and procedures
2
4
4
4
5
Knowledge of company’s products and/or services
4
4
4
4
5
Knowledge of jobs performed by all personnel
5
2
4
4
4
Voice mail
1
1
1
1
2
Informal discussions
2
4
3
3
5
Formal staff meetings
1
4
4
1
3
Union meetings
1
1
5
1
1
Staff newsletters
1
1
1
1
2
Internal memos
1
4
3
3
1
Intranet
1
3
4
1
5
Email
1
4
4
3
5
Checking written information before dispatching
1
4
4
5
5
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