| Category | Assignment | Subject | Business Management |
|---|---|---|---|
| University | The Australian National University (ANU) | Module Title | MGMT2100 Communication for Business |
‘Helping Hands’ is a customer relations company that helps some banks and their customers with call centres and back-ofÏce work. During the COVID 19 lockdown period, when customer concerns were high, the section head of the consumer relations department at the company decided to send inspirational quotes to his employees repeatedly throughout the day to keep them motivated. He was inspired by an online workshop during COVID 19 on the theme of motivating employees that were working under difÏcult conditions.To maintain good customer relations, the employees are expected to promptly respond to customers’ queries and address their complaints through emails, phones, and social media feeds. This could be very stressful, given that currentlythe number of complaints has exponentially increased due to the COVID19 situation and the closure and restrictions imposed by the government.
Michelle, having a great record in meeting deadlines, has also been greatly affected by this situation because even she is not able to keep up with increase in inquiries and complaints made by the customers. The inbox is constantly full, the phone keeps ringing and social media notifications keep on popping. Michelle, along with her colleagues and after consulting their line manager who reports to the section head, has decided earlier to follow a more organized and strategic approach in finishing her work. Each hour, they will respond to the 5 earliest emails, 5 phone calls and 10 social media feeds. The employees were relieved by this decision because they usually receive only customers’ emails in their inboxes and no filtration is required.However, the section head’s new approach to motivate the employees has led them to be more stressed than relieved. They started receiving countless inspirational emails from him throughout the day that they had to filter through their inbox to find customers emails; this affected their working pace. During a weekly staff meeting, several employees raised this concern to their line manager.
What you have to do:You have to assume the role of the line manager and write a strategic brief for the section head. You have to delicately but firmly tell the section head that the additional email, though well meaning, was creating delays in response to the customer concerns. In creating the strategic brief consider the following:What is the nature of the communication challenge in this case? What led to this challenge? How could the section head have achieved his goal without disrupting the employees? Give examples.All arguments should be substantiated with academic references.
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