Assignment 1: formal report length: 2500 words marks: 20

Project 1: Formal Report

Size: 2500 phrases

Marks: 20 (weighting: 20% in fact)

Due date: 22 August 2014

Course targets

This project will deal with the next course targets in complete or partially:

  1. develop an understanding of the method of office communication and exhibit energetic listening strategies.
  2. exhibit a excessive degree of enterprise writing expertise in quite a lot of contexts.
  3. exhibit non-sexist and non-discriminatory language and efficient communication within the enterprise surroundings.

Project state of affairs

You’re the principal of Communication Excellence, a consultancy specialising in offering enterprise executives with recommendation on bettering their organisation’s communication expertise. TelCell, a telephony firm, has engaged you to develop a report to enhance communication effectiveness supporting their fledgling Buyer Relations Administration (CRM) program.

As a place to begin, you will have been requested to determine easy methods to break down communication limitations. From discussions with the Chief Govt Officer (CEO) of TelCell, Ms Anjali Stone, you identify that there are a number of components, which must be addressed:

  • energetic listening to scale back communication limitations;
  • negotiation strategies which could possibly be used to help efficient buyer grievance decision; and
  •  buyer dissatisfaction (which has been rising, within the firm’s showrooms, name centres and on-line customer support).

After an preliminary investigation, your evaluation reveals that employees on the front-line of buyer contact requires skilled improvement to help them in closing the hole that exists between TelCel’s earlier method to customer support and CRM in resolving buyer grievances for the mutual good thing about the client and the organisation.

Your report will focus on these matters and make suggestions to help TelCel to enhance its CRM by means of simpler employees communication, negotiation and grievance decision expertise.


Put together a proper report which:

  • Explains CRM and the abilities and strategies related to it, particularly, energetic listening, negotiation, and coping with buyer complaints.
  • Makes suggestions on how TelCell can enhance CRM.

Observe: You’ll be able to embellish the above state of affairs by including any contextual particulars you might require to help your report.


MGT1200 Project 1 marking sheet

Pupil identify: _____________________________________________________________

Pupil quantity: ____________________________________________


Attainable mark

Precise mark

Memo/letter of transmittal



Report title web page



Desk of Contents



Govt abstract



Introduction [Aim, Authorisation, Scope, Limitations]





Normal clarification of CRM



Clarify of the method of energetic listening



Determine approaches to negotiation



Talk about acceptable methods for coping with buyer complaints











In-text referencing



Reference listing






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