Business Communication – Case – The SnapComms solution was implemented

CASE STUDY

The SnapComms solution was implemented by the Communications Program Manager at a large technology company based in the US. The company’s current Sales and Customer Service facility was established in 2010 with the objective of developing bestinclass customer contact centers, optimizing call center operations and leveraging workforce skills and capabilities across the business. It employs inside sales and customer service staff and comprises a number of different business units.

The Communications Program Manager manages employee communications, activities and programs across the entire site, and is also aligned to the inside sales team. This includes responsibility for the SnapComms desktop communications channels that are used to communicate with and motivate inside sales staff. The company implemented the SnapComms Desktop Alert Video Messages, Popup Staff Quiz and Desktop News Feeds in August 2011. They had been looking for a way to communicate with employees as a large audience and wanted an alternative to email communication and a vehicle that would be effective in engaging employees and getting more “mind share”. Prior to using SnapComms email was the main internal communication channel, but it had proven to be limited in functionality and did not allow for “pulse checks” or reporting, and was often ignored.

 

Answer the following question.

Q1. Give an over view of the case.

Q2. How the Communications Program Manager could motivate inside sales staff? Explain.

 

 

CASE STUDY

The Telstra Clear team wanted the tools to appear visually interesting and attractive, and to keep the text first person and friendly. The exception to this is in emergency situations when messages and commands require more immediacy. In these instances popup templates have been designed that relay the situation using ‘emergency’ colours of oranges and reds. A series of visual templates have also been developed for specific audiences, as well as sets of screensavers (customer profiles and staff benefits, for example) so each has a specific look and feel. TelstraClear recognized from the start that the tools, particularly the screensavers, need to be current and change regularly to maintain their impact and interest. SnapMags are now being adopted by various business groups across the organization to target specific information and news to their teams, and popup alerts are also starting to be used by project teams. They can see the valueadd the popups provide with instant messaging and fewer emails. Also, there is added value in being able to track who has – or hasn’t read – the popups. We’ve now go to the point where teams are coming to us and asking “can we use SnapComms too…” The bright, fun and colourful screensavers have met with overwhelming appreciation and staff are enthusiastic about new ones. They are simple to execute and are immediate and impactful.” Head of Communications, Diane Robinson

 

Answer the following question.

Q1. Why Telstra Clear have found screensavers invaluable? Explain the benefits of screensavers.

Q2. Comment on the Head of Communications, statement “They are simple to execute and are immediate and impactful.”

 

 

CASE STUDY

 Do you have good telephone etiquette (or manners) at work? Do you know the right thing to say when answering the phone in English? Do you get nervous when you have to call a business and speak English? Speaking on the phone and having proper business telephone etiquette in English is something that takes practice. It is difficult to do because you can’t see the person that is speaking. You have to train your ears to listen closely in English to what the caller is saying or asking for. Below you will find many common English phrases that are used when calling a business or answering a business’s phone. Answering the Phone: • Good Morning, Thank you for calling ABC Company. How can I help you today? • Good afternoon, this is Stephanie. How may I direct your call? • Thank you for calling Peterson’s. • Marketing Department. Evelyn Speaking. How may I help you this afternoon? Asking for the Caller’s Name: • Who is calling? • Can I get your name, please? Introducing yourself: • This is Kelly Erickson from West Marketing. • Hi, this Paloma from Tidy Cleaning Service. • Hello, my name is Janet. I am one of your customers. Asking to Speak with someone: • Is Paulo Rodriguez available? • Can I speak to the head of the marketing department? • Is Mary Smith there? • I’d like to speak to the person in charge of the upcoming Gala. Person Caller Wants to Talk to someone that is Not Available: • Mr. Berg is not taking calls right now. Can I take a message? • I’m sorry; Ms. Thorsen is in a meeting until 10. Would you like to call back again later? • Jonathan is out today. Can I forward you to his voicemail? • He’s with a patient right now. Would you like to hold? • She’s on the phone now. Can I have her call you back later? Transferring/Connecting the Caller to Another Person: • Please hold, while I connect you to him. • I’ll put you through to Mr. Shapiro’s phone. If you get disconnected for some reason his direct extension is 4562. • I’m connecting you right now. Problems: • I’m sorry I can’t hear you. Could you speak a little louder? • I’m sorry, I didn’t get that. Could you repeat yourself?

 

Answer the following question.

Q1. Give an overview of the case.

Q2. Discuss the good Telephone Manners and their importance in business communications.

 

 

CASE STUDY

Effective business communication skills are vital to successful co-worker and customer interactions. Both the speaker and the listener share responsibility of making the message clear, but effective communication goes far beyond simple speech and hearing. Body language, tone of voice, word choice, message clarification and communication style all come into play, and can make the difference between success and failure in interpersonal transactions and interactions. Speakers must learn to articulate their message in a way the listener can understand, delivering it in a manner that is consistent with the message itself. Serious issues are best delivered in a serious tone, but with regard to the known or potential reaction of the listener. The reaction of the listener to both good and bad news can be directly controlled by the speaker, as long as the word choice and delivery are carefully considered. One part of effective speaking is knowing your listeners and how they may react, or delivering your message in a generic fashion if the listeners are not known. Active listening is practiced by both the speaker and listener in effective communication. Active listening on the listener’s part involves eye contact, nods, gestures and brief comments to show understanding. On the speaker’s part, these gestures and comments are clues to the listener’s reaction and comprehension. If the listener seems confused, the speaker may reevaluate the wording or delivery of the message, and listeners must take it upon themselves to ask questions, validate what is being said and provide input if necessary. Questions asked by both the speaker and listener must be of the openended type those that cannot be answered by a yes or no. Openended questions encourage further communication, dialogue and understanding, and can help all involved in the conversation to further investigate and clarify the message. Recognizing and deciphering body language is both an art and a science. Eye movement and contact, stance, posture, facial expressions, fidgeting and other body language can sometimes give clues to the speaker and listener alike. If the tone of a speaker’s voice is calm but his facial expression or posture is tense, the message can be confusing to the listener. Conversely, a listener who fidgets or does not make eye contact can give the speaker the impression that the listener is bored or not paying attention.

 

Answer the following question.

Q1. Explain “Business communication involves both active listening and effective speaking skills”

Q2. Discuss the utility of openended questions, both by speakers and listeners.