Scenario

Michael is looking for a larger property for his growing family. They have been renting for many years and after a great deal of hard work, overtime and determination, he has finally saved a deposit of $40,000.

After attending a couple of auctions and leaving feeling a little overwhelmed, Michael decides to get some advice on the contract of sale before the next auction, so that he can feel more prepared. He really likes this property. It has a great yard and a really cute cubby-house for the children. The auction is in five days. The expected sale price is $750,000 and Michael has pre-approval for finance of $720,000.

Michael makes an appointment with a local conveyancer and turns up to his appointment about 5 minutes early. The receptionist shows him into a small office to wait for the conveyancer, saying "Kina shouldn't be too long."

The office is quite untidy, with open files on top of each other on the desk, files stacked up and handwritten notes everywhere.Stuck to the computer is a post-it note saying: 'Find Smith File'. There are three dirty coffee cups (one which has written on it 'Drinks Coffee Fridays Whenever') and a nail file sitting next to the computer.

On one of the open files, Michael recognizes the name of one of his female work colleagues. The note on the file says, "parties separating - all sale proceeds to husband" and on another file "Tax debt - $156,789 from proceeds to ATO"

After waiting for about fifteen minutes, a woman walks into the room and says, "Hi, I'm Kina. Sorry to keep you." Kina sits down behind the desk and starts moving files away, stacking them at the side of the desk. As she does this she chats away about the weather, how time flies and how busy it has been recently. She tries to move the coffee cups but one is slightly stuck to the desk and she shouts out to the receptionist: "Don't you work something around here! Come and get these, please."

The receptionist comes in and takes the coffee cups away. As she leaves the room, Kina says to Michael "It's hard to get really good employees." Michael hears the receptionist greeting some other clients in the reception area.

Michael is embarrassed and says "I need to be getting back to work soon. Have you had a chance to look at the contract? I emailed it through this morning."

Kina says "Oh, yes. I have the email here somewhere." She starts looking on her computer.

After a little while, Kina says, "Yes, it all seems in order. Let me know if you are successful at the auction and we would be happy to do the conveyancing for you."

Michael says "Well, that's good but I wanted to ask about the deposit and the cubby house....."

Just then the phone rings, Kina answers it saying, "Hi David! Yes, I received the money. I am pleased that Doctor Wentworth paid in the end. What a miserable old miser." and then covers the mouthpiece and says to Michael "I'm sorry I really must take this. It's a very important client. Let me know if you need anything else." Then waves at him and continues talking on the phone.

Michael leaves the office feeling frustrated.

According to the scenario, try finding out and understanding what happened and what communication and/or professional conduct issues arose? Try supporting your analysis with references to the related professional skills' sources at the best of your knowledge.