Development of communication training for an international car rental company
Tarvonen, Tuuli (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025121235692
https://urn.fi/URN:NBN:fi:amk-2025121235692
Tiivistelmä
This thesis was made for a car rental company in Finland. Communication training is often underestimated despite the fact that communication has a huge part in making the company successful. Therefore, this thesis concentrated to general communication training. The aim was to gener-ate improvement and development ideas for future communication training. With good communication training, employees are going to have a similar and more efficient way of communicating with each other and with the customers.
The theoretical part concentrated to communication training at work, different communication channels, different generations and to the connection between wellbeing and communication. Moreover, communication training at work was divided into spoken and written communication, cultural issues and training materials. Furthermore, different generations- chapter was divided into the differences between generations and language changes.
In this thesis mixed-methods were used to collect knowledge about the current situation regarding communication. Both survey and interviews were the used research methods. Surveys helped to achieve numerical data from all employees working in different locations whereas interviews helped to achieve more deep information about the communication training needs. The survey was sent to employees in September, and interviews were held alongside.
The results demonstrated that there is a need for communication training. Language barriers, misunderstandings and reclamation handling were the most challenging issues related to customer communication. According to the results, there were also challenges with too many communication channels and not noticing the important updates that are sent by email. In fact, general communication training for all employees should be divided into two sections: customer and internal communication. The customer communication part should include professional written communication training which concentrates to professional writing. Reclamation handling is also one topic that should be included into communication training. On the other hand, the internal communication part of the general communication training should include when to use which communication channel as well as how and where to find the latest instructions and updates.
There were differences between Millennials and Gen Z’s. They had different communication challenges and communication channel preferences. Moreover, a communication training especially designed for new managers was one development suggestion. According to the results, the wellbeing at work is moderate. The manager’s communication training would include how to improve the wellbeing of employees by communication. Improvement can be made by knowing employees preferred communication channels regarding feedback, the differences between generations, and when to use WhatsApp as a communication channel. In addition, time management and how to give new instructions were recommended in order to improve wellbeing.
The theoretical part concentrated to communication training at work, different communication channels, different generations and to the connection between wellbeing and communication. Moreover, communication training at work was divided into spoken and written communication, cultural issues and training materials. Furthermore, different generations- chapter was divided into the differences between generations and language changes.
In this thesis mixed-methods were used to collect knowledge about the current situation regarding communication. Both survey and interviews were the used research methods. Surveys helped to achieve numerical data from all employees working in different locations whereas interviews helped to achieve more deep information about the communication training needs. The survey was sent to employees in September, and interviews were held alongside.
The results demonstrated that there is a need for communication training. Language barriers, misunderstandings and reclamation handling were the most challenging issues related to customer communication. According to the results, there were also challenges with too many communication channels and not noticing the important updates that are sent by email. In fact, general communication training for all employees should be divided into two sections: customer and internal communication. The customer communication part should include professional written communication training which concentrates to professional writing. Reclamation handling is also one topic that should be included into communication training. On the other hand, the internal communication part of the general communication training should include when to use which communication channel as well as how and where to find the latest instructions and updates.
There were differences between Millennials and Gen Z’s. They had different communication challenges and communication channel preferences. Moreover, a communication training especially designed for new managers was one development suggestion. According to the results, the wellbeing at work is moderate. The manager’s communication training would include how to improve the wellbeing of employees by communication. Improvement can be made by knowing employees preferred communication channels regarding feedback, the differences between generations, and when to use WhatsApp as a communication channel. In addition, time management and how to give new instructions were recommended in order to improve wellbeing.