Business Communication

You are the manager of a small private bus company that operates around the south east of England. The workforce is mostly made up of locals who have a strong regional dialect. You are currently understaffed, and the bus drivers work 12 hour shifts, 6 days a week and only visit the main office briefly at the start and end of each shift to pick up and drop off keys. After their initial training they have little contact with each other or senior management and there is no system in place to monitor performance.

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Over the last 6 months the company has received many complaints from customers who allege that drivers are difficult to understand, rude and intolerant towards those who speak English as a second language or those who need wheelchair or pushchair access. When the drivers were questioned about this, they admitted that they are stressed because they are under pressure to reach all their allocated destinations within their 12 hour shift since there is no paid overtime.

You want to implement some new policies in the workplace to encourage the drivers to communicate more effectively with the customers. Before the next monthly meeting you decide to distribute some posters around the staff room highlighting some of the issues that will be addressed in the meeting. The poster should provide images highlighting relevant communication barriers and strategies to overcome them as well as showing cultural awareness.

Prepare a two-page poster and accompanying notes to support the poster providing a logical explanation to the message. The accompanying notes should not exceed 500 words.