The Bell and Martin (2012) required reading contains a brief case study for the hypothetical company, Fastlink. Read the case study on pages 111 and 112 carefully.
Assume that you are J. Parson, the customer care director, and the call center successes have been noted by Fastlink’s executive team. You have been asked to meet with the executives to share what you did to turn around a negative business situation. The executives hope that the successes can be replicated in other areas of Fastlink.
In preparation for the executive meeting, you (as Parson) are doing some critical thinking about what went right and what could be improved. To guide your thinking, you have prepared the following questions:
How did managerial communication play a major role in the turnaround strategy?
What personal communication style worked for this situation?
What general management areas needed attention?
What were the top three managerial communication functional areas that were addressed?
What criteria was used to identify the top three functions?
What channels, levels, and forms were used, and why?
What one action, or decision, made the biggest impact on the call center, and why?
Now, prepare an executive briefing document to include an introduction, substantiated answers to the above questions, and a concluding statement that the executives might use going forward.
*** APA academic writing does not contain references to self such as “I” or “we”. Academic papers speak in “3rd person” when referring to self. Also APA papers have subheadings within the paper for organization and ease of reading. Paragraphs are 4-6 sentences long with 1-2 in-text citations per paragraph. Please follow correct APA academic writing guidelines.