Communication in Business Services

By the end, the learner can

• Operational report drafting: composes basic departmental reports using standard templates to document schedules and supply inventories
• Staff instruction delivery: conveys routine procedural information to administrative staff using clear, straightforward language
• Correspondence formatting: produces written memos and emails following organizational style guidelines for internal distribution

Session plan

1. 10 minThe sceneWhere this shows up: offices and operations centers, working with managers, coworkers, customers or clients. Conditions to expect: deadline-driven, coordination-heavy, documentation-focused. Entry roles this maps to: Bill and Account Collectors, Cargo and Freight Agents, Correspondence Clerks.
   • drafts initial reports on organizational performance, budget status, and operational metrics for executive review
   From Chief Executives (11-1011.00)
2. 20 minRun itPairs. One plays the managers, one plays the Bill and Account Collectors. Run the scene for four minutes, then swap. The observer scores against the criteria before anyone discusses it.
   • Tools in play: Data base user interface and query software, Electronic mail software, Document management software.
3. 15 minObserver scores itScored live against the four levels. The scorer marks what they saw, not what they assume the learner could do on a better day. Emerging is the target for this point in the program: Just beginning to learn or acquire the skill.
4. 10 minSwap and re-runClose the loop: what changed between the first attempt and the last, and what would have to be true for communication to hold up on a bad day.