UNIT 3 - SHORT CASE STUDY

Short Case Study: Communication Strategies in the Workplace

Directions: Observe a business establishment for three days. Pay attention to how they communicate:
from employee-to employee, employee to customer or customer to customer. Then, come up with
generalizations about their the patterns of their communication strategies. (WRITE LEGIBLY AND
NEATLY)
Step One: Identify your Objective/s Step Two: Establish a Recording Method
(State what you want to achieve) (What are the methods of your observation, is it through note-
taking, audio, or video recording?)
My primary objective is to observe how a business  Through watching, listening, and note taking.
establishment exchange information so that ideas, facts
and any relevant information can be shared from
employee to employee and employee to customer in
order to attain the goals of the workplace. And to
determine the patterns they
used to communicate in the workplace.

Step Three: Develop Questions and Techniques
(What are the questions you want to be answered?)
-How does the manager communicate to its staff
members and staff to customers?
-Is there a specific roles for every staff members?
 In this business for me it is a team goal to
make a simple arrangement which all team
members do work as indicated by planning.
Step Four: Observe and Take Notes
(Write your observations in bullets)
 All staff members are trained well before to
communicate effectively.
 All staff members communicate well by talking
politely and using gestures to convey messages.
 They give consumer loyalty through good client
service.
 The organization communication is the McDonalds is
divided into two major;
-Internal organization communication where they
consider customer service.
-External organization communication which is to be
united 24 hours to serve the customers.
-First, they smile and greet the customer.
-Take the order correctly by repeating the order to the
customer.
-At last, they say enjoy your meal.

Step Five: Analyze Behaviors and Inferences (What are

the communications strategies that you observed based
on the discussion in unit 3?)
 Internal organization communication
 External organization communication
Conclusion

(What generalizations have you made from your observations?)

McDonald’s is one of the most well-known fast-food restaurants in the world. I came up with the conclusion that due to
the different background there is a languages barrier in communication process. I found that the level of satisfaction
depends on the quality of services a customers receives. Every staff member they have to communicate accurately to
satisfy the customers need because without proper communication organization cannot achieve the goals.

Rogelyn A. Morilla BSA-2

BLOCK 2 11/13/20