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GROUP PROJECT REPORT
Group 10
Table of Contents:
I. Executive Summary……………………………………….……………………………….………………………………………….2
II. Organization Background….…………………………..…………………………………………………………………………..2
III. Communication practices in the firm………………………………..………………………………………..………………3
IV. Proposed study to improve communication practices in the firm………..…………………………………………6
V. Appendix …..…………………………..………………………………..………………………………..………………….…………6
VI. References……………………………..………………………………..……………………………………………………………..19
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GROUP PROJECT REPORT
I. Executive Summary:
This report demonstrates our experiences in observing and researching the communication practices in the
Tran Ke Toan polyclinic. Through the information collected, we can come to the inference of three major
factors:
– The polyclinic’s communication concepts.
– The personal and interpersonal communication in the polyclinic.
– The polyclinic’s performance of working and communicating in a team.
Moreover, the report shows how our learning experience from the course is applied in order to improve and
enhance the polyclinic’s operation in communicating.
Information from this report is based on our observation in the polyclinic on working days and the data
synthesized on search engines.
– Contact Information:
+ Address: 23/12, Cach Mang Thang Tam street, Hoa Lu ward, Pleiku, Gia Lai.
+ Phone number: 091.414.9610
+ Email: ketoan1970@gmail.com
II. Organization Background:
– Foundation:
+ Tran Ke Toan polyclinic was first established in 1995 in Kong Chro District, then moved into
Pleiku city in 2003.
+ The polyclinic has been operating for over 25 years as one of the large and prestigious clinics
in Pleiku city.
– Specialization:
+ This business is working in the Health and medical industry, specializing in Cardiology
Pediatrics.
+ The polyclinic consults pediatric diseases, examines common pediatric diseases that children
often face. First aid and treatment for common pediatric diseases, infectious diseases and
other common diseases in children.
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III. Communication practices in the firm:
1. According to the observation, we found out four different types of business messages used in the
polyclinic: (See Appendix 1)
a. Verbal messages.
b. Text messages.
c. Emails.
d. Advertisements.
2. According to the observation, we found out four situations of two or more people having different
perceptions of a particular subject: (See Appendix 2)
a. Perception about the recruitment.
b. Perception about the illness explanation.
c. Perception about the waiting time.
d. Perception about the in-charge doctor.
3. According to the observation, there are four examples of diversity in the firm: (See Appendix 3)
a. Genders.
b. Ages.
c. Academic levels.
d. Job functions.
4. According to the observation, there are four situations that occurred in the firm in which we can
identify at least two different response styles each: (See Appendix 4)
a. Doctor Toan ask the patient for the symptom by
-> Questioning
-> Paraphrasing
b. The patient asked for his illness by
–> Questioning
While Doctor Toan explained the illness to the patient by
-> Evaluating, advising
c. The patient’s dad complained about the illness after a long time being cured by
-> Evaluating, judging
while Doctor Toan explained the reason why by
-> Interpreting
d. Doctor Toan re-check the patient and cheer up the spirit when seeing progress in the patient’s
illness by
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-> Supporting
-> Paraphrasing
5. According to the observation, we found out two situations of supportive communication: (See
Appendix 5)
a. Descriptive: Doctor Toan calmly told the patient why his son was still sick.
b. Empathy: Doctor Toan comforted the patient that his son will be cured soon.
– Two situations of defensive communication:
c. Evaluative: The way the patient’s dad criticised seems to look down on the doctor and the
medicine effectiveness.
d. Certainty: The patient’s dad insisted that the patient must be better after two weeks of
using the prescribed medicine.
=> The communication climate is more supportive. Because in most cases, doctors tended to communicate
with patients in a descriptive and empathetic way.
6. According to the observation, we found out some situations that people in the polyclinic used
different styles when they communicated: (See Appendix 6)
a. Assertive style:
The patient’s dad knew that his son caught the flu and he wanted and asked the doctor to continue
to treat his son.
b. Aggressive style:
The patient’s dad asked the doctor why his child’s illness had not been cured with a contentious and
impolite tone.
c. Non – Assertive style:
The woman asked the doctor to examine her child when she did not know what exactly her child’s
illness was.
Those communication styles were used in the context below:
– The medical examination and treatment:
+ Unknown illness.
+ Certain illnesses.
7. According to the observation, we found out four situations of how negative information was
delivered by the firm. (See Appendix 7)
a. False notification from the nurse about the scheduled appointment time for checking the patient’s
health.
b. Announced that the patient’s condition was getting worse.
c. The auxiliary doctor was informed that he needed to work overtime.
d. The patient was informed that the scheduled appointment time was postponed.
8. According to the observation, we found out two situations of audience-focused messages: (See
Appendix 8)
a. When patients received a disease result, both doctors and nurses stood by a patient’s position by
avoiding using negative words relevant to illness.
b. When the nurse announced the appointment cancellation, she sincerely apologized with a soft tone
of voice.
According to the observation, we found out two situations of firm-focused messages:
c. On the advertising website, the firm introduces the standard and service as a reputable polyclinic
with highly specialized doctors.
d. Tran Ke Toan polyclinic announces the COVID-19 precautions when patients come to the polyclinic.
The firm is consistently communicating with its audiences with a you-attitude because:
– The staff try to avoid using negative words when announcing patient’s diseases.
– Showing their caring and dedication with patients.
– Try to arrange the convenience for patients.
9. According to observation, we found out some different ways that people in the firm meet (See
