Choose ONE scenario:

Scenario $1$: Improving Internal Communication ProcessesBackground: Your company has been experiencing issues with internal communication. leading to misunderstandings, duplicated work, and missed deadlines. These issues are affecting productivity and team morale. Management has asked your team to identify the root causes of these communication breakdowns and propose practical solutions.

Challenges:$1.$ Identifying Issues: Analysing the current communication channels $($e$.$g$.,$ email. meetings, internal messaging apps$)$ to pinpoint where and why breakdowns are occurring.

$2.$ Collaborating on Solutions: Working together to propose and develop new communication strategies or tools that can streamline information sharing and reduce misunderstandings$\mathrm{.}3.$ Implementation: Creating a plan for implementing thesenew communicationmethods, including training staff and ensuring buy$-$in from different departments.Task: Your team will conduct a series of meetings to discuss the communication issues, gather input from colleagues, and develop a strategy to improve internal communication. This could involve introducing new tools, setting up regular team check$-$ins, or creating clearer communication protocols.Scenario $2$: Enhancing Customer Service TrainingBackground: Your company has received several complaints about inconsistent customer service across different departments.Customers have reported long wait times, unhelpfulresponses, and a lack of knowledge from customer service representatives. To address this issue, management has lasked your team with improving the customer service training program.Challenges:$1.$ Identifying Gaps: Analyzing the current training program to identify gaps in knowledge, skills, or attitudes that might be contributing to poor customer service$\mathrm{.}2.$ Developing Training Modules: Collaborating to design new training modules that address these gaps, focusing on key areas like communication skills, product knowledge, and handling difficult customers.

$3.$ Implementation and Monitoring: Rolling out the new training program and monitoring its effectiveness through customer feedback and performance metrics.