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ANNEXE VIII-1

BTS Assistant de gestion de PME-PMI à référentiel commun européen - Session 2014

ÉPREUVE U21 B

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

NOM : GUICHARD

PRÉNOM : Amandine

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 : I work is PROD-OPTIONS, specialized industrial maintenance

LE CONTEXTE DE LA SITUATION

Cadre général :

My mission Every day, I must answer the phone, I take care of the payments of customers and of suppliers. I also make the invoices of the customers and I can send letters, e-mails.

I sent the customer an email because there was an error on the order she sent us. Few minutes later, I phone our customers AMCOR. The customer explained that she was sorry for the mistake she had made and said that she will fax me a new order straight away. I told her once I will have received the new order I will send her the order confirmation.

Lieu / Durée (éventuellement) : 5 minutes

Techniques et outils de communication utilisés :

Telephone, Computer, Fax .

LES PROTAGONISTES

Présentation des protagonistes :

Administrative assistant – Me

Customer – Company AMCOR

Relations entre les protagonistes :

The company AMCOR is our customer for 5 years ago.

LES PROBLÈMES LES ENJEUX

There was a mistake on the customer’s order. Informative: I transmitted an information specifique to my customer about an error

Identitals: indeed it is important to give a good image for the company and to remain polite.

LES SOLUTIONS LE DÉNOUEMENT

The customer sent me a new order straight after our phone call. So I will send her to the order confirmation.

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