Task 1
Prepare a formal report for the senior staff and line managers at SHDE Holdings. (AC 5.1). You should include charts and graphs to present information and support the text of the report as appropriate.
This report should include:
- An explanation of the process of internal communication within organisations (AC 1) and analysing the barriers that exists within different organisations meaning communication is sometimes not effective (AC1.3), giving examples from SHDE Holdings
- An assessment of the methods of internal communication that should be used for different purposes (eg letter for formal communication with customers, telephone call for clarification of a complex matter, email for confirmation of detail). Please support this with an assessment of what other organisations do and examples of that could apply to SHDE (AC 1.2)
For a Merit you must:
provide guidance for SHDE, using examples of best practice from other organisations. Make sure you:
- Analyse possible legal and ethical issues in relation to the communication of information within organisations (AC 1M1)
- Evaluate the effectiveness of a range of communications (verbal and non-verbal) in contributing to the success of a named organisation (AC 3M1)
Task 2
As part of the staff training programme, design an oral presentation with supporting notes for the customer facing staff at SHDE Holdings. (AC 4.1). Please include:
- Formal communications systems that should be used to communicate with Please evaluate different systems. (AC 2.1)
- An analysis of the impact of relationships found in organisations on effective communications (AC 3.1)
- An assessment of the impact of non-verbal communication on oral communications (AC
- An assessment of the impact of technology on written and oral communications (AC 3.3)
For a Distinction you must:
Adapt your presentation materials to provide a summary to the Senior Management team
– members need to know your key messages and the implications for the business. (AC 4D1)
Task 3
Using appropriate technology, please deliver your presentation on the training day to staff at SHDE Holdings (AC 4.1).
For a Distinction you must:
Please deliver an adapted presentation to the Senior Management Team and produce a paper for the next meeting of the Board of Directors (AC 5D1)
Report on SHDE Holdings
1.0 Introduction
SHDE is an electrical supplier with a regional repair centres and shops. The organisation is currently experiencing operational problems that are affecting customer satisfaction. Many of these are outside the scope of this report. Training Solutions has been asked to focus on communication issues both within the company and with suppliers and customers.
2.0 Summary
SHDE Holding is an electrical company operating locally. It has been established for 10 years. However, it is only in the past 3 years that their market has grown rapidly. The turnover and payroll have tripled within the last year. The business is projected to grow by a further 100% within 3 years.
The business is currently experiencing high levels of customer complaints and staff turnover. The communication difficulties exist in all areas and at all levels of the business.
Two solutions are proposed: a training session and a report to inform and influence SMT and line managers
3.0 Research method
During week commencing 15 June, a consultant from Training Solutions spent 3 days at SHDE Holdings. The following research activities were carried out:
- Desk review of customer complaints
- Desk review of policies and procedures
- Interviews with 10 staff including the Managing Director, Operations Manager, 2 shop floor staff, 2 delivery staff, the HR Manager, one payroll assistant, the receptionist and the Premises Manager