In terms of the exchange between all parties as well,
if the language is formal the tone should also be formal.
And the form in which the information, that is communicated should also be
formal, meaning to say Client A emailed to us for the budget for the salaries.
Mandy replied with a phone call.
Now, because the information that is exchanged between Client A,
Mandy and Peter and the whole team is about budget for salary so
all that important information should be recorded down in written form, as well.
That is, in this case, it could be file an email, so
that all parties are updated and people know what information is being circulated.
So in this case because Mandy only replied with a phone call with Client A,
Peter actually would not know what has been communicated unless he hears it.
Or in this case he found out by accident.
So the way in which Mandy replied was not appropriate.
It should have been written down on records, file email and
include all parties concerned in the email.
So everybody is updated.
Now, let's have a look at how the seven principles of effective
communication can possibly affect communication.
In terms of coherence, Mandy and
client never both coherent, there was no distraction.
The communication was clearly about the budget, in terms of conciseness,
yes there was no problem, in terms of clarity, the goal of message.
Meaning Peter's request for the budget and
Mandy's goal in replying were both very clear, very focused.
No distraction.
In terms of correctness though, both Mandy and
Client A used grammatically correct messages, but
the content is not precise in the sense that Peter asked for
the precise budget for salaries.
When Mandy replied, she did not specify whether the amount was an estimation or
precise and whether the budget is over or only for salaries.
So definitely in terms of the correctness for
the message, it can be better improved.