Scenario

For the third time in less than a week, Wanda has received aphone call from a customer who is upset that when her orderarrived, it was incorrect. Wanda refunded money to all threecustomers in order to keep them happy. She is not sure what’scausing these errors, but she knows it has to be remedied or shewill lose customers.

When you meet for coffee, Wanda mentions these problems andwonders aloud what the issue is. Is the customer service staff isnot writing things down correctly, or is production not reading theorders correctly? Alternatively, the mistake could be in shippingwith the young man who comes in after school to package and prepareorders for shipment. Salty Pawz can’t afford an automated systemyet, so everyone must rely on person-to-person communication to getorder details correct.

For Discussion

1. Explain to Wanda common reasons why organizationalcommunications can become ineffective and break down. Suggestspecific things to watch for in her organization that can indicatepoor communication skills.
2. Make at least one specific recommendation that Wanda canimplement to improve communication among Salty Pawz departments andindividual employees.
3. Now that you have improved communication at Salty Pawz, thinkabout a time when you were on the receiving end of poorcommunication, such as when the message was not clear or the wronginformation was conveyed. What was the consequence of this poorcommunication? How did you or would you keep this from happeningagain in the future?