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BTS Assistant de gestion de PME-PMI à référentiel commun européen - Session 2013

ÉPREUVE U21 B

DESCRIPTION DE LA SITUATION DE COMMUNICATION (en français ou en langue étrangère)

NOM :............................................

PRÉNOM : ................................

N° de matricule : .................................................

LA SITUATION DE COMMUNICATION

Vécue OUI X NON

Observée OUI NON

Imaginée OUI NON

 Réception

 Organisation d’un événement

 Négociation

 Gestion des conflits

L’ORGANISATION CONCERNÉE

Nom / Secteur d’activité :

LE CONTEXTE DE LA SITUATION

Cadre general: I work on the accounting department and I manage the contentious and litigious cases. After a week of internship, I have to call the numerous companies which do not pay their invoice. My person in charge asks me to follow up a customer who did not pay his invoice dated April 5th, 2012. It is about the company TD3E situated in Colmar, customer of Hatrize heavy trucks, one of our companies of the group Austrasie, which had had a vehicle repaired heavy weight.

Lieu / Durée (éventuellement) : In the office of the accountants during 10 minutes

Techniques et outils de communication utilisés: I am attuned to the accountant; I do not interrupt her in the explanations. She is destabilized by my call and shameful of the economic situation of the company. I show empathy «I understand your financial difficulties, because of the crisis; small firms have grave financial difficulties ". I remain definite, because my objective is to make her pay the 1226.40€ invoice as quickly as possible.

LES PROTAGONISTES

Présentation des protagonistes : Mrs xxx, the TD3E’s accountant and me

Relations entre les protagonistes : Asymmetric, complementary relation.

LES PROBLÈMES LES ENJEUX

We need the payment of the invoice because our finance undergoes difficulties further to the delays in payment of numerous customers.

Informative: because I explain to the accountant that fact not to pay its invoice can engender legal consequences, and because we need the regulation payment to stabilize our finance, we have suppliers to pay quickly.

Financier: to obtain the payment of the invoice

LES SOLUTIONS LE DÉNOUEMENT

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