QUESTION TWO $[20]$

Scenario:

A junior employee notices a recurring issue with the customer feedback system but feels unsure about whether it is appropriate to bring it up$.$ Meanwhile, the issue is informally discussed among colleagues during lunch breaks. Eventually, a client complains publicly, and management is caught off guard.

$2\mathrm{.}1$ Identify and explain the type of communication flow that should have occurred in this situation. Apply it to the scenario. $(4)$

$2\mathrm{.}3$ Identify and explain the role of informal communication in this case. $(4)$

$2\mathrm{.}3$ Suggest two ways management could improve upward communication in this organisation.

Explain how each would help and give a relevant example. $(6)$

$3\mathrm{.}4$ What are $(3)$ risks of relying solely on informal communication when dealing with operationalissues? $(6)$