(a) Resolve the problems. You may need, among other things, to consider the following, although not necessarily in the order in which they are given or even as separate points.

(i) What failures of communication exist?

(ii) How should Miss Smith have reacted to the situation?

(iii) What action should have been taken to prevent these problems from occurring, and by whom?

(iv) How would you deal with the situation

(a) in the short term,

(b) in the long term?

(When dealing with (ii) and (iii), the group may wish to consider each person in the exercise in turn or concentrate on the supervisor and Mr Samuels.)

(b) rewrite Mr Briggs's memo.

(c) Assume that you are Mr Briggs and that you have come into the department following the rewritten memo and have been able to carry out a comprehensive survey. Write your report to the Managing Director, copy to Mr Samuels, giving your analysis of the situation and your recommendations. Do not change any of the details in the exercise (except those referring to Mr Briggs), but invent any other information that you consider necessary.

(d) As Mr Briggs, amend the organisation chart in accordance with your report.