slide thuyết trình business communication group 1 case study of highlands coffee

Trang 2 About HighlandsCompany Overview“A bottle of water = 60 minutes sitting at the store”Problem 1Miscommunication between staff members and a foreign customerProblem 204Lessons can b

BUSINESS COMMUNICATION

GROUP 1 CASE STUDY OF HIGHLANDS COFFEE

About Highlands

Company Overview

“A bottle of water = 60 minutes sitting at the store”

Problem 1

Miscommunication between staff members and a foreign customer

Problem 2

the case study

Conclusion

03

COMPANY OVERVIEW About Highlands Coffee

01

About

Highlands Coffee

In 1999, the Highlands Coffee brand was born with the

spirit of traditional and modern coffee

Up to now, Highlands Coffee has more than 350 coffee

shops across the country.

PROBLEM 01

“A bottle of water = 60 minutes

sitting at the store”

02

Reasons to study the situation

- The lack of communication between head

managers and branches lead to serious

consequences.

- How business corrects the unverified

information speared on the social media is

important.

The wrong process of

business communication

When this “60 minutes rule”

had been made, there must

have not been a kind of receipt

or contract to confirm the

terms of an agreement.

The ineffective use of means

of communication

A significant problem caused

by the shortcoming of persuasion technique and the lack of skillful training of the staff.

Using an adjustment message unsuccessfully

In this case, Highland Coffee fail

to use an adjustment message since they did not approve their customer’s claim

Consequences

Numerous articles were posted on

this topic and the hashtag

#tẩy_chay_highlands spread like

wildfire with hundreds of posts and

shares

The scandal gives Highlands

Coffee's competitors an

opportunity to surpass.

So lu tion

THE MANAGER TEAM THE STAFF TEAM

“Design-Thinking” Method:

● Take up training days for staff

before they get started working.

● Make plans to respond if this

situation happens

● Prepare basic knowledge carefully before serving customers

● Update information for the customers they will serve on their own initiative

PROBLEM 02

03

Miscommunication between the staff members and a foreign customer

Reason to study the situation

Cultural awareness is the key to global

business

Provide a solid basis for the success or failure of communication

Respond quickly and appreciate the values, customs and beliefs of other cultures

Reasons for the situation

YOUR LOGO

The language barrier in a

multicultural environment

It is a major difficulty that the staff face

when communicating with foreign

customers as not all countries in the world

use the same language for their business

operations.

Low-context and high-context

cultures differences

Logical, analytical, and action-oriented

Depend little on the context of the situation

Leave much unsaid Use body language, facial expression, and voice inflection instead

More intuitive and contemplative

Low-context (The foreign customer) High-context (The staff)

Explicit, objective and efficient

Depend on physical and social settings

Consequences

Customer’s attitude

The anger and disappointment of the foreign customer for not being understood to get the information needed

Negative feedback

The lack of language skills, as well as the conservation of Highland Coffee services

to protect their brands.

Respond complaint emails

Upskilling to all employees

Provide the staff with courses

on languages and global cultures

CONCLUSION

04

LESSONS FROM THE FIRST CASE

Delivering great customers experience

Communicating better between staff and customers The flows of information

LESSONS FROM

THE SECOND CASE

Cross-cultural communication

Develop a global mindset and cultural awareness

Cross-cultural negotiation & conflict

management tactics

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