Business Communication – Touchstone 2
Page 1
Name:
Date:
Using what you have learned about business communication through Unit 2, respond to the
following questions in response to the scenario. For each question, you should write a
paragraph-length response (5–7 sentences) to receive credit for this assignment. You may use
your Sophia tutorials as a resource.
Question 1: What decision-making approach will you recommend the executive take
for achieving the best decision on whether to keep this tracking system in place and
for obtaining cooperation from the customer service associates? Why do you think
this method is best?
Question 2: You recommend that the executive and managers meet with their customer
service associates to better connect with them and create empathy as a key step
toward resolving the conflict. What advice would you give to the executives and
managers to&facilitate such a meeting? What advice would you give to customer
service associates?
Question 3: To accommodate their customers, the company employs a number of
native speakers of Spanish, Russian, and other languages. In your recommendation
about this tracking system issue, how will you assure the meeting feels inclusive and
equitable to these staff members?
Question 4: Can you identify how this organization’s conflict might result in
improvements to its internal processes and productivity? Can you explain some
