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ANNEXE IV-1

BTS Assistant de gestion de PME-PMI  à référentiel commun européen - Session 2019

ÉPREUVE U2.1.B

DESCRIPTION DE LA SITUATION DE COMMUNICATION (en français ou en langue étrangère)

NOM : ESTEVES CORREIA

PRÉNOM : Helder José

N° de matricule : .................................................

LA SITUATION DE COMMUNICATION

Vécue

OUI

x

NON

Observée

OUI

NON

x

Imaginée

OUI

NON

x

⬜ Réception

⬜ Organisation d’un événement

⬛ Négociation

⬜ Gestion des conflits

L’ORGANISATION CONCERNÉE

Nom / Secteur d’activité : Méthode réalisation installation / manufacture of metal structures

LE CONTEXTE DE LA SITUATION

Cadre général: MRI Industrie is active in the field of steel construction and boiler making in Reims and its region. I am currently interning in this company for three weeks now.

I am a management assistant and I mainly responsible for the administration and I also in charge of the orders and daily billing. A person arrives so that we can make a payment.

Lieu / Durée (éventuellement) : In the office / about 15 minutes

Techniques et outils de communication utilisés : active listening and a Notepad.

LES PROTAGONISTES

Présentation des protagonistes: Trainee, Secretary and Supplier.

Relations entre les protagonistes: Cooperation: In order to avoid any inconvenience and conflict, I suggested to him to call back later to satisfy his request. I reformulated his request to clearly identify the problem.

LES PROBLÈMES

LES ENJEUX

When the supplier came to my office the secretary was not present.

I asked the provider to wait a moment.

Informational: appease the supplier and meet his expectations to satisfy him.

Image and reputation: give a positive image of the company.

Identity : give a professional image and demonstrate my competence to the supplier

Relational: maintain a cordial relationship despite the supplier's concern

LES SOLUTIONS

LE DÉNOUEMENT

I contacted the secretary and I asked her if she could go into the company to make the payment.

I ask the supplier to wait a few moments until the secretary arrives.