Rapport de stage BTS AG - Anglais

DESCRIPTION OF THE COMMUNICATION SITUATION 

(in French or in a foreign language)

SURNAME : LAGARDE

FIRST NAME : Aurélie

ID number: 0512612274

THE COMMUNICATION SITUATION

Lived

YES

x

NO

Observed

YES

NO

x

Imagined

YES

x

NO

• Reception
• Organization of an event

• Negotiation

■       Conflict management

ORGANIZATION CONCERNED

Name : SUPER U – DONZERE

Activity area : SUPERMARKET DISTRIBUTION

THE CONTEXT OF THE SITUATION

General framework :

In 2008, Mr. Chanson took over the company Super U in Donzère (France), which specializes in French food distribution. This company depends on SAS PRODON. Super U is a sign of the U System group to which other brands are associated: Hyper U, Utile, Express U and Marché U.

Super U Donzère now employs 40 people, including 3 in the accounting department: Mrs Vigne, accountant, Mrs Faure, personal assistant and Miss Lagarde, myself, personal assistant in sandwich course. My assignments in addition to the daily tasks are very varied: creation of articles, invoicing, control of monthly margins, and management of vehicle rental, gas station, accounts receivable and direct suppliers.

The instructions are very precise concerning the delivery of orders: it must occur on the morning before 11 am from Monday to Friday. The carrier must go to the wharf behind the store. No delivery will be accepted outside these hours and no delivery can be presented at the reception of the store. The unloading of the delivery is done only after the signature of an employee of the store. In the event that nobody would be present, the carrier may leave a voucher at the store's reception with signature of an agent. Then after receipt of the delivery, the employees check the goods with the delivery note. This delivery note or voucher is sent to me so I can compare it with the invoice that the supplier sent to me.

On Thursday, April 7th, I noticed an invoice from SDO provider, specializing in multimedia, without delivery note. After checking with Valérie, the manager of Bazaar department, we confirm that the delivery of the order has not been made. Moreover, she explains to me that recently several deliveries from this supplier were made after 11am or deposited on the unloading platform without any signature of an employee of the store. So I decide to call the logistics of the company SDO.

Area / Time (possibly) : The situation happens in my office, on the phone, during 20 minutes

Communicating tools and techniques used :

The techniques that are used:

Questioning: Asking questions to know the reasons for the missing delivery.

Assertiveness: Transmitting clearly and precisely the delivery rules to be respected and recover the missing delivery.

Reformulation: Reformulating to transmit the conclusions of the call to the manager of the Bazaar department and verify that the message is understood.

Active listening: Giving importance, be careful and take notes to convey information.

The tools that are used:

Telephone: Contact supplier.

Taking note: Allows to have a written trace of the exchange that will be transmitted to the management.

THE PROTAGONISTS

Presentation of protagonists :

Aurélie: Personal assistant in sandwich course

Sonia: Logistics Manager for SDO

Relationships between the protagonists :

Additional Asymmetric: Personal Assistant / Logistics Manager

THE PROBLEMS

CHALLENGES

The delivery has not been delivered. The delivery conditions have not been respected.

Influence: Acting on the supplier to change his behavior, so that they respect deliver rules, and delivers the missing delivery.

Relational: Consolidating the relationship between the distributor and the supplier.

Identity: Returning a positive image of myself and the business to the provider.

THE SOLUTIONS

THE OUTCOME

Solutions have been offered: Return of the order and update of their customer cards for the delivery conditions.

We introduce each other and briefly explain the problem. The receptionist transfers me to Sonia, the logistics manager.

After presenting myself, I inform her about the missing delivery by specifying the corresponding invoice number.

She confirms that the delivery was returned home after three presentations by the carrier. I ask her the dates, the hours of the refusals of delivery:

• First delivery: Monday, March 28th, 2016 at 9:00 am. No employee reported to the carrier.

• 2nd delivery: on Wednesday 30th March 2016 at 11.15 am. No employee reported to the carrier.

• 3rd delivery: Monday 4th April 2016 at 11:45. The reception agent refused the delivery.

After checking, we noticed some errors in their client file. By being assertive, I invite her to update her file immediately to avoid other problems in deliveries. Finally, I ask her a solution to recover the missing delivery. She explains that she can no longer send it back, no other solution can be proposed apart from making a new order. The manager of the Bazaar department told me that this order would not be represented anyway. After her reply, I invite her to send me a credit corresponding to the invoice of this delivery.