Gemma works for an estimating company. When other staff are out on site and she is in the office by herself, she likes to put her headphones on and listen to music while she works. One day she did this, and only realised the phone was ringing after it had been going for quite a while. She hurriedly pulled her headphones off one ear and answered the phone. It was a client changing some details to an urgent quote request. Gemma quickly wrote down what she heard, hung up and put the note on the supervisor's desk. A few days, later the supervisor called Gemma into her office and asked about the phone call she'd taken. Her supervisor communicated to Gemma that not only had she made mistakes in what she had written down, resulting in the quote being done incorrectly, but the client had been able to hear the music from Gemma's headphones down the phone and wasn't too impressed. The supervisor suggested to Gemma that she needs to concentrate on her job and not be distracted.

1. What was the supervisor's purpose for the workplace communication? Answer: 

2. How should Gemma plan and respond to the communication from her supervisor? Answer: 

3. Was this communication problem caused by Jemma or her supervisor? First, explain the reason for your choice. Then write down what you think could have been done differently - either by Jemma or her supervisor.