Effective Management and Communication Strategies Assignment

This assignment addresses critical management issues within a hospital setting, encompassing three distinct parts. The first section involves a letter to the Director of Nursing from the Vice President of Human Resources, highlighting declining discipline among nurses and its negative impact on patient care and the hospital's reputation. The letter proposes solutions such as enhanced training and addressing issues like overtime and assignment coercion. The second part analyzes an ineffective customer service interaction between a car dealership representative and a customer, critiquing the representative's unprofessional and informal communication. The assignment rewrites the conversation to demonstrate effective customer service techniques. The final part provides a text message example promoting a sales event for a store, showcasing a brief and effective marketing strategy.

Running head: MANAGEMENT
management
[Document subtitle]

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Part 1: Letter to the Director of Nursing
Subject: Regarding Declining Discipline among Nurses in the Facility
Respected Sir,
With due respect, I take this opportunity to put light upon the issues regarding discipline among
the Nurses in the facility which is declining gradually. It is a very serious concern as patients are
now complaining about the services by the nurses which can lead to certain legal issues which
can affect the reputation of the organization.
The relationship between a patient and a nurse arise when a nurse accepts the responsibility to
provide the nursing care which is based on oral and written reports of the needs of patient. When
this responsibility is transferred to another nurse, this relationship comes to an end. The nurses
today are not fulfilling their obligations and are not performing duties assigned to take care of the
patient. A nurse must report to doctors if any kind of unhygienic and unsafe treatment is
performed to the patient ("What Nurses Should Know about Patient Care Abandonment...”
2017). Also, the basic responsibilities of a nurse include reporting and identifying the problems
of staff, health protection, rights and safety of the patients, refusing the assignment for patent
care based on safety concerns of a patient, safeguarding the safety and integrity of herself,
practicing with proper safety and skills. The nurses do not comply with all these accountability
and responsibilities and thus performing their duties with least care and perfection as the
competent staff is not available.
The Association for American Nurses delineates the standards and scope of practice of nursing
by explaining the profession of nurse’s accountability towards the public and assessing the

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practice of nursing related to the regulations, rules, relevant statutes, guidelines and standards of
professional practice.
Being the HR of this hospital, we formulate the policies of regulating the behavior and ethical
code of conduct for all the nurses in the hospital similar to the Code of Ethics by Association of
American Nurse in which we emphasize eon the rights, safety and health of the patient to
suppose the accountability and responsibility for the actions of individual nursing, to delegate the
tasks which comply with the obligation of nurses to provide maximum care to patients.
I may request for your cooperation in this matter to provide the maximum benefit and
satisfaction to the patients by enhancing the responsibilities of the nurses and giving them
training regarding the duties and responsibilities they should be performing including the ethical
code of conduct to take care of the reputation of the hospital. Also the issues like overtime
working, coercion to accept the assignment etc. need to be addressed immediately.
We hope to receive a positive response from your side.
Thanks and Regards,
Raymond
Vice President for Human Resource
XYZ Hospital

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Part 2: Instant Message Assignment
Discussion about making the interaction between the customer service representative,
Mark with a customer, Mr. Kim more effective.
The conversation between Mark, the representative for customer service and the visitor on the
website of Orlando car dealership was very informal and rude and it was highly inefficient on the
part of Mark, the representative of customer services. He was using very informal words and
slangs while talking with the customer. Instead of responding the queries of the customer, Mark
was inappropriately counter questioning him and was making comments over his statements.
While talking to a customer, a customer service representative should be polite and must offer
more services than asked by the customer (Estep, 2017). The representative must retain his
customers by giving maximum satisfaction to the queries he raises and must maintain a strong
relationship and bond with customers. He should not lose his professionalism while talking and
never use any slang or abusive words. For effective interaction, the maximum output in terms of
solving the query should be delivered in minimum time.
Rewriting the Mark’s responses to Mr. Kim’s queries
Dealer rep: Hello, Welcome to Fields BMW South Orlando!
Customer:??
Dealer rep: Sir, I am here to solve your query and provide live assistance. How may I help you?
Customer: I want to buy a car.

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Dealer rep: Thank you so much for considering our website for your service. We assure you to
provide huge choices in cars at best prices. May I please know your good name?
Customer: Young Jae Kim
Dealer rep: Thankyou Sir, so you are looking out for new model or a preowned model?
Customer: BMW. 2014 model for family and for business purposes.
Dealer rep: Ok sir, I will quote the best price for your desired model. If you want to look at our
other models of same features and design, then let me know.
Customer: What car you have?
Dealer rep: We have multiple models with various distinguished features which can suite your
need and style. May I know any specific requirement of yours?
Customer: I want a green car that is fuel-efficient.
Service rep: fuel efficient models are available with us in BMW brand only and with awesome
shades of green like series 3, 5, 6, and 7, X3, and X5 and A Z4 convertible. Which model out of
these would you prefer?
Customer: BMW I Active E.
Dealer rep: I must say that you have a great choice. Additionally, I would like to mention here
that we got two regular 550i, one for $69,895 and one for $72,020
Customer: European delivery?
Dealer rep: Yes, we will assist you in that matter. Can I have your phone number and e-mail?

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Customer: I prefer not get to a phone call yet... but 407-484-6356 is my phone number and
[e-mail] is my email
Dealer rep: Thank you so much sir for your kind gesture. It was nice talking to you. We will
drop a mail to you regarding every detail about the product and the payment process as well.
Have a nice Day.
Part 3: Text Message or Tweeting Assignment
“XYZ Store is offering a Buy 2 Get 2 Free Sale on Mounted ibex heads for display on walls. This
Sale is valid till 25th February, 2017. Hurry!! Offer Limited till Stocks Lasts.”

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REFERENCES
42 Ready-to-Use Text Message Templates for Businesses. (2017). TextMagic. Retrieved 21
February 2017, from https://www.textmagic.com/blog/text-message-templates-for-businesses/.
5 Facts about Live Chat Role in Customer Service. (2017). Providesupport.com. Retrieved 21
February 2017, from http://www.providesupport.com/blog/5-facts-about-live-chat-role-in-
customer-service/.
Estep, M. (2017). Role of Effective Communication in Improving Customer Service. Unitiv.com.
Retrieved 21 February 2017, from http://www.unitiv.com/intelligent-help-desk-blog/role-of-
effective-communication-in-improving-customer-service.
What Nurses Should Know About Patient Care Abandonment.... (2017). Nursetogether.com.
Retrieved 21 February 2017, from http://www.nursetogether.com/what-nurses-should-know-
about-patient-care-abandonment-and-negligence.