It may even be distributed via email. Your company may have a specific format to be followed, so using past reports as a guide will help.
This is the most common type of business report. The Kingsley Helpdesk Operation has a high rate of employee turnover and a team of Human Resources executives from head office have been asked to look into it and write a report giving suggestions on how to address the problem.
This is the report they wrote: Read through the following short report and do the tasks that follow: The information in the report is based on a week-long investigation into the matter by three members of the Human Resource Department. The three-member team interviewed staff, checked administration records and observed working conditions.
Recommendations are made in this report on how to decrease the high rate of staff turnover at the centre. Background The Kingsley Helpdesk Centre has been in operation for four years. It employs personnel whose work comprises mainly of handling telephone enquiries from the general public regarding our range of telecommunication services.
Each employee had their own system of dealing with an issue.
Where a process needed to be explained, different employees would provide different steps. In many instances, business reports in english employees felt frustrated because they had not been trained how to handle an issue and were merely guessing at the solution.
When the staff survey was carried out, it was found that the most common complaint was about the working environment. Although a fifteen minute break every three hours was promised, in reality the long queue of callers on hold meant that a break was impossible, especially during peak hours.
The lunch break was usually shortened for the same reason. The employees work in teams of eight, supervised by a team leader.
The team leaders were observed to criticise and correct the employees when they made mistakes, but never to praise the employees when they did well. Interviews with the team members confirmed this. Finally, many employees complained that there was no chance of decent career progression.
Team leaders are paid only very slightly more than the team members and have to work slightly longer hours. The centre is run by three managers, who were sent there from headquarters rather than being promoted from amongst the ranks. Conclusions The main issues that we found were as follows: Recommendations To address these four main issues, we recommend the following steps be taken: These officers should be tasked with organising a proper training session for all incoming staff.
The staff must be trained on company procedures as well as basic and advanced customer service skills. Centre managers must ensure that break and lunch hours are not shortened or skipped. At least one manager should be promoted from within. Comprehension Task 1 How many main problems were highlighted in the report?
Four main problems were highlighted.
These correspond to the four numbered points in the conclusions section. Four solutions were given, one for each of the main problems highlighted. These correspond to the four numbered points in the recommendations section.
This report has one extra section. What is it and why is it included? It is necessary to ensure people reading the report at head office can fully understand the situation.
It is not mentioned, but we can understand that it is one of the three-member team who carried out the investigation.
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