HRPD 702 – Contemporary Organizational Behaviour – Communications Case
A large national sales organization has received several complaints about their salespeople, who meet with customers face-to-face and through various electronic forms, provide basic to very intricate product details. They have concluded that effective communication requires development in order to enhance sales and customer satisfaction. The company wants you to design a training program to teach and train sales staff about the main components of the communication process and on how to enhance their communication effectiveness.
Describe / Discuss / Explain:
how the basic communication model differs from an effective communication process;
where possible problems in the communication the problem being expressed may reside and what types or kinds of problems there may be; – be very explicit as to how and what kinds of communication problems may actually manifest.
discuss and describe various components of active listening skills you would want to review and emphasize in this training program [you should be able to identify at least 5].
You know the salespeople meet with clients in various ways [face-to-face, electronically, and any other manner available – there may be other ways they have not yet even attempted or thought of]. They provide data/information, from very basic to very intricate. They are also responsible for nurturing long term relationships and developing good “word of mouth” and reputation.
Identify 5 channels / medium of communication and determine which aspects of their responsibilities would be best served by which medium, and which would suffer, and how, by using an inappropriate medium. [you may identify more than one responsibility can be best fulfilled by a particular medium; you may also determine that a responsibility may be best served by more than one medium]. BE SPECIFIC and explain the characteristics of the channel as part of your justification.