INTRODUCTORY PART
A communication diary is an excellent method to track all the communication that occurs within an organization, between an organization and its stakeholders, between stakeholders themselves, etc. This might include phone calls such as who to/from, duration, topic, action taken, emails: who to/from, subject, time taken, action taken and reports: report topic, time taken, who to/from.
Using a communication diary help gather data for providing a great deal of useful information about the communication practices of chosen communication method.
Moreover, it can reveal various communication networks, show communication effectiveness or the reasons why the communication failed.
Effective two-way communication between an organization and its external stakeholders creates mutual understanding, acceptance and goodwill. Effective twoway communication is audience-centred; uses clear concise, courteous, confident and complete messages to enhance understanding; built positive relationships; gathers information to analyse future trends; applies ethical practices to provide relevant information, etc. (Dwyer 2013, p. 4)
A good communicator listens, asks questions, uses positive body language and gives feedback (Dwyer 2013, p. 29). One of the most important aspects of the communication we detected while keeping the communication diary were:
Active listening which focuses on the other person’s message and provides appropriate feedback (Dwyer 2013, p. 42);
Interest-based approach to negotiations engage in joint problem solving to identify the interests and work together to resolve each party’s underlying issues, need and concerns (Dwyer 2013, p. 83);
Social skills which are an important factor in a service orientation and the ability to participate, recognize and meet customers’ needs (Dwyer 2013, p.
73);
Professional approach based on service related issues (how knowledgeable the staff/business represent was about the goods and services offered);
Assertive behavior. People who exhibit assertive behavior tend to demonstrate open, expressive and relaxed behavior when negotiating, making request, refusing unreasonable requests, standing up for their opinions, asking for favours, and giving and receiving the compliments in a range of situations
(Dwyer 2013, p. 55).
Q1: A diary of business-to-customer and business-to-business communication kept between 24th July and 26th July 2013.
Type
Style
B2C
Virgin Mobile – technical issues with the broadband mobile internet
Semiformal
Yes
07/24/13
Phone
B2C
Virgin Mobile – technical issues with the broadband mobile internet
Formal
Yes
07/24/13
Phone
B2C
Virgin Mobile – technical issues with the broadband mobile internet
Semiformal
Yes
07/24/13
Email
B2B
SGS/company – offer of services
Highly formal Yes
07/24/13
Phone
B2C
UTS – applying for an admission to
PhD studies
Highly formal Yes
07/25/13
Phone
B2C
State library of
New South Wales
Formal
Yes
I was not able to resolve the technical problems with my mobile broadband and was suggested to contact Vodafone and explain what sorts of assistance to ask from them
I was able to find a solution to my technical problems but there was a lack of professional willingness on the
Vodafone side
I was able to resolve the technical problems with my mobile broadband just provided Mobile
Virgin all the technical details I obtained from
Vodafone
I forwarded the service offer to a company I was providing the services in the past.
The company is being reevaluating my offer at the moment I tried to get more information about the admission to
UTS as I am applying for a government grant by the end of 2013
In search of getting more information about the membership I talked to two different service employees
who
