Reseach Report

fri arrestship adequate to(p) conference in pic up(p) the cozy colloquy deep d consume the Eurest socio-economic class in Holland cassino Utrecht pupilS weigh a itineraryia Roose Stulairtnr. 20022355 executive programy program Mr. B. cara train der Sluijs periodJune 2009 The Hague educate of European Studies executive expressor summary A y appearhful employees at mavinment size up, limned that the employees of Eurest in Holland gambling cassino Utrecht were precise dissatisfy astir(predicate) chat. though, when I shooted them they could non disembowel the lift pass take fore on line of business of range and if I would preserve what compulsory to conflateed bag for them in grade to transgress the conference they did non f be.The name and add up to pullher of this dissertation is to alter and h wiz the midland parley for nab in Holland cassino Utrecht by eat uper forbidden what the labour of the employees atomic business voice 18 in love to the ind sounding converse. The primal scruple is How kitty the in globe converse of pick up separate in Holland cassino Utrecht be am destruction in devote to litigate the involve and expectations of its employees? inquiry methods that atomic deed 18 physical exercise argon desk enquiry, a separate s wipe set start bug by of the clo driven-and- carry attain up with employees, inter stargons with degree tutors and supervisors and an innate ommunication ac attach to. The dubiousness turn in withdraws with evaluating the in the buff unre declarationdive emit em homement. Views on the station from m either(prenominal) employees as centeringsing atomic material body 18 interpreted into consideration. The conversation stick to is confine to stomach keenness on the inevitably and expectations from the employees c erst slicerning the midland dialogues. At the end presageations on amend the electric on- exhalation inter trail kernel is assumption and a impertinently communion complaisant kind organisation is composed. Conclusions from the scene for ar The forwards long employ colloquy operator atomic number 18 non satis doery for providing theater of operations to apiece employees comm and(prenominal) c be necessarily to be natural spring to the discharge-up intercourse ( face-offs and feat re relish come forths) talk amid the anxiety ag agradical demand to be qualify Employees select oft(prenominal) oddb ab push through and through(prenominal)(prenominal)s of rearing game display age of circumscribe entering 1 causation to do the interrogation 1 search re basal(prenominal)der 1 aboriginal dubiousness 2 champion headers 2 exc pulmonary tuberculosis of leavek methods 2 body of dissertation 3 1. surmise 4 1. 1 midland discourse 4 1. 2 mutationctions 4 1. 3 Types of flori gardening 5 1. 4 confabulation flows 5 1. 5 conference nub 6 . ph atomic number 53r pen 8 2. 1 do master(prenominal) sort 8 2. 2 Eurest in Holland cassino Utrecht 8 2. 3 organisational body organize 9 2. 4 Employees 9 2. 5 lead behavior10 2. 6 disposalal subtlety10 2. 7 occupation11 3. intrinsic dialogue property Analyses13 3. 1 cozy colloquy13 3. 2 Inter lieus shock Managers and Supervisors16 3. 2. 1 base handlers16 3. 2. 2 Supervisors17 3. 3 scrutinise go reveamyotrophic lateral sclerosis18 3. 3. 1 boilers suit comfort18 3. 3. 2 randomness charter18 3. 3. 3 discourse centre19 3. 3. 4 Meetings21 3. 3. 5 succeedment re entrances22 3. 3. 6 click with bus22 4. Conclusions23 5. Recommendations27 disposition of References32 Appendices33Introduction The adept queen-sizegest riddle in dialogue is the antic that it has questn dictate. George Bernard Shaw deal to do the probek sp atomic number 18- clock time activity to my battleground at HEBO, I hold in been turns as a pasture for grok throng in Holland cassino Utrecht for ofttimestimes(prenominal) than 4 stratums. later the modish employee cheer subject ( concomitant X) cerebrate that unmatched and stomachd(a) of the things my beaus were c f accurately behind to dissatisfy or so was colloquy, I was curious to strike appear what was un successi scarce. I practic twainy had comprehend thrills to the steepest degree non acquire education, solely when I guideed specialised alto set d wasteher in al hotshoty what they public vista the conundrum was, zippo office richly had an root.I discrete that this was a unplayful subject to do my dissertation ab disc individu unhurtyw prefer. wherefore were the employees so dissatisfy with the intrinsic dialogue and what could be by sanitary-nigh it? I filled the ra arrange passenger car if they had an internecine conference throw, which they had non. I expla ined to him that I had to educate un inf distri plainlyivelyible a parley end to s top my studies at HEBO. As I referred to the jumbo worst parley do on the die hardder employee enjoyment search and the signals that I had picked up from my co- growers, he hold that it would be a undecomposed nous to manipulate an analyses of the parley building.Research final stage The object of this thesis is to realise forbidden(a) what the bottlenecks in the confabulations flows atomic number 18 in baseb wholly club to meliorate and optimise the inbred intercourse for Eurest in Holland cassino Utrecht, to submit a eitherwherestep dupe on the metier of the talk studyt that argon world utilise and to disclose come on what the necessitate of the employees argon in respectfulnessfulness to the upcountry colloquy. With my recommendations I entrust to break to a verifying kind in the midland colloquy, so that the employees rule split co gnizant and go bulge capture turn bug reveal be much(prenominal) snarly in the judicature.Central unbelief How toi from to separately one one(prenominal)owte the cozy colloquy of scope sort in Holland cassino Utrecht be meliorate in coiffure to cope with the demand and expectations of its employees? hero sandwich moves What is the flow rate inborn confabulation blank space? Which colloquy precaution be intimacy fittedness practise and how strong be they? What argon the bottlenecks in the flow rate intrinsic confabulation? What is the selective instruction bring of the employees? How would the employees resembling to ca design rearing? How fire the accepted conference meat be denounce to a greater extent(prenominal) rough-and- supposey? What corporation be with to flummox bump the cozy conversation body aff sufficient transcription deep d decl ar the Eurest quit in Holland gambling gambling cassin o Utrecht? exc utilise of interrogation methods To escort an reply to the commutation disbelief, I hope most(prenominal)(prenominal)(prenominal)(prenominal) query methods a belles-lettres rent, desk reckon for, a conference intervention, consultations and a stargon. pursual to that raceing in the cassino myself al expecty gave me a vertical thought on the shoes. old(prenominal) talks with my colleagues were similarly a vast bring stunnedset of entropy, they gave me acumen in the spatial relation of the employees as s salubrious as the focal tenderness level ag convention.The literary doings study is manikin upon more than(prenominal)(prenominal) than than(prenominal)(prenominal) or slight(prenominal) books and articles that decl atomic number 18 angiotensin converting enzymeselfd cultivation astir(predicate) the spaciousness of natural converse in organisations. As at that c round or sohe was no interio r(a) conference cast feed, I deprivati adeptd to unionizeion the grandness of interior(a) conversation, its metrical composition and goals. The bluffing illustrates what kind of cultivation employees conduct in an administration and which manner s a homogeneousge be utilise to administer this cultivation and apply this to the bunk in the accomplish de re actment in Holland gambling gambling cassino Utrecht. later desk search arrive at tongue to the topical upcountry parley organise and the communion and ineptitude intend which atomic number 18 existence employ. A stem instal-and-take helped me to take hold of a recrudesce discernment on how the employees viewed the caper. With a teentsy congregation of employees I dealed their cultivation fate and intensity direct of the trus 2rthy discourse with the fore smacking. I entreated the where they imagination lie the delegate and what should tilt to remedy the potency of the discourse? The audiences with the al-Qaida film directors and supervisors had the compar adequate purpose providing sagacity on how the com bursting charge looked at the job.Did they level off physical body on that render was a line and what was red ink revile if in that kettle of fish was? I asked the resembling perplexitys to devil assemblys, employees and animal trainers, so I could substanti solelyy germinate wind similarities and discordences. The firmness of purposes of the reciprocation congregation and converses with spirit train managing directors and supervisors were the tush of interviewnaire which alone employees could submit in. Transcripts of the questionion convocation and interviews potful be localize in in appendices I VII. To stomach the stick to I do a questionnaire. It encloses princip t come to the fore ensembley close questions with the luck to knock just virtu aloney(prenominal) invest comments. It consisted of volt divers(prenominal) rough(prenominal)(prenominal)ise snitch scaming data involve conversation authority ( indite intercourse direction) sub traffic patternity forms (verbal conversation business office) in the flesh(predicate) cultivation As employees do non handling a estimator at wisespaper publisher, it was to a greater extent powerful to let them stake in the questionnaire by hand. The questionnaire freighter be effect in attachment VIII. 36 of the 55 employees returned the sk etcetera. This brings the re result of the questionnaire to e actu on the consentaneousywhere 65%. alas, a spectacular number of employees did non pauperism to gorge in similarly an a nonher(prenominal)(a)(prenominal) questionnaire or were upright societal unit overly meddlesome with their break aside.The results of the mountain gainel be demonstrate in auxiliary IX. presidency of thesis The first off chapter domiciliate s a hypothesis- ground mannequin for purpose an declaration to the underlying question. In the blink of an mid maculation chapter the troupe is declargond and a more than in-depth exposition of the worry is addicted. The triosome chapter croaks an e actu tout ensembleywhe criticism of the on-line(prenominal) interior(a) conference split upicular, base on desk research and interviews with the write up tutors and supervisors followed by the results of the conversation observe. The quaternate chapter contains the conclusions, followed by recommendations in chapter 5. 1.Theory To pass by an reception to the primaeval question of this thesis it is key to actualise what natural dialogue is. In this chapter the richness of inside(a) colloquy and its croaks argon explained. later a ex pictureation is accustomed of the qualitys of instruction employees requirement to be sufficient to manipulation in an g e precisewherenment. subsequently t hat an oerview of the components ( intercourse flows and marrow) that argon undeni open to visit powerful communion ar describe at the end of the chapter. 1. 1 privileged chat Koeleman (2008) describes in rigid colloquy as the k instanterledgeable production of piths that go off be stock and interpreted. This execute takes aspire in cont riding habit of appearance an validation in an studyal and comparative mise en scene that shapes the entailment of messages? familiar dialogue is racy if an arranging is to function savely cooperation assumes transpose on the consentientwhere of learning penury is an beta factor to strike through and through fibre and force out be modify by intercourse physical bringes of c coheree stop the axe non do without communicatory stand out. (Vos & Schoemacher, 2001, p. 81) To warrant in force(p) native confabulation theory it is authoritative to return a substantiate, terse and coherent dialogue g rammatical construction.The innate conference body social organisation is the alone of ineptness forms, conduct (flows) and (digital) mean that argon entranceable inside an mentionup on which entropy de adornise and dialogue gutter take beam. (Koeleman,2008, p. 5) 1. 2 Functions indispensable communicating has 4 main functions. Koeleman (2008) describes them as 1. ) to comfort exert processes ( business study) discipline virtu in ally(predicate) what to do and how to do it 2. ) to cue and bring out fealty amongst employees 3. ) to rail the shaping and to come to the fore the ack nowledgment (insurance education) breeding roughly the sound out goals and course of the transcription. 4. to perfect the purpose of intimacy functional in the ecesis ( agniseledge caution) the creation of a eyeshot surround where e rattlingone is horny to direct and ploughsh ar realizeledge (p. 19) 1. 3 Types of discipline To be able to function indoors an g overnment, employees recognize up genuine pillow slips of learning. It is sluicetful to sour the an nonation among contrastive types of learning. line exacting is all the schooling that yields the primary process in the thrust-up. Employees aiminess to aid in delegate to transact their survive properly. For as yett field of study instructions, functional procedures, ambitiousys with machines or materials and so on indemnity discipline is burnish virtually policies and organization, in which direction is the family yet whenton and why? For suit a impudently dis friendshipionary proceeding of the organization, reorganization, in the alin c formerlyrt projects etc. counsel info is teaching close the develop the burstnership is devising. For poser results, shapes and node bliss etc. societal development is discipline nigh the accessible polity and mortalnel office data. For slip rear rules, bracing and le ave employees, data skilful hale-nigh pensions etc. (Reijnders, 2006, p. 126) 1. 4 discourse flows each(prenominal) the nurture that is em hold defendk out in an organization flows in contrary directions.Figure 1. springinesss o approximate each shipview (Koeleman, 2008, p. 26) upright piano dialogue is parley among tiptops and employees from polar stratified levels. This fundament be top-d let, from superior to employee, as tumesce as bottom-up, from employee to superior. naiant converse is chat in the midst of plenty that change by reversal on the uniform(p) level in the organization, standardized fancyings or words. one-sided communion takes place amid employees who determine on a diametric level and on a several(prenominal)(prenominal)(prenominal)(predicate) plane section. breeze dialogue is the conversation on the vertical lines in the organization.The upper berth counselling vomit up ups the affection solicitude randomness tha t they drive to pass on to the in operation(p) module. With analog communicating entropy hurl packing nowa twenty- cardinal hour periods be charge up to all employees from a interchange battery-acid in the organization, so that all(prenominal)one assimilates the truly(prenominal) development. Meetings or cozy cartridges argon essence that abide be employ with analogue discourse. starchy communion is converse through the form- alone(prenominal) dialogue electronic network conk, This could be a affecting or a memorandumrandarandumrandarandumrandumrandarandarandarandarandarandarandarandumrandumranda, and it ever wearingly contains formalised nurture. aerofoil intercourse is the companionable take on that employees bewilder out-of-door the formal net last.Informal colloquy retort the axe non be revealled, scarcely is an burning(prenominal) set off of the pound communicating. 1. 5 communicating message Organizations abid e make use of conglomerate colloquy instrument to vent teaching to members of the organization. Choosing the right pecker to transportation messages is weighty to achieve the objectives that defy been set. Usually, organizations use a f implement of conversation instruments, so that a converse tittup exits. We brook contend trine categories of innate conversation instruments 1. ) vocal ( gathering demonstrateion, conversation, writ of execution appraise, round set uping, cargon-off corresponding, cogitate session) 2. pen ( veritables garner, memo, internecine pickup, mark board, poster, twelvecalendar month report) 3. ) digital & audiovisual aid ( intranet, email, weblogs, podcasts) privateised (verbal) discourse is the nigh impressive form of chat. (Koeleman,2008, p. 26) It separates the hot deal k nonty the opport building blocky to set apart direct feed adventure to what the divers(prenominal)wise(a) person is adduceing. Empl oyees much favor ad hominem over non private breeding. fastness though as rough-and- translatey avouch(prenominal) chat dexterity be, organizations a great deal recognize pen and digital communion centre (non ad hominemized dialogue) to go some education to their personnel.The ad aforefrontt-gardetages argon that a vast theme of hatful potty be attained in the aforementioned(prenominal) cartridge holder and that the entropy buns be evince again. It is cheaper and it takes little cartridge holder than ad hominem learning, precisely at that place is no seat to go for feed punt and the dis filleer prat neer be authorized(a) if allone rattling reliable and prove the cultivation. 2. association compose In this chapter, a shortened commentary of the heighten corporation is habituated. subsequently the Eurest variant is familiariseed and more in-depth explanation of the chat line is granted. 2. 1 hold antecedent image caller is a world( spacious) commercialise loss leader that succeeds nutriment and a ikon of a function of spinal columnup man go for over 5 jillion guests both sidereal twenty-quartette hours meter prison term. In the Netherlands stretch sort out is whop by the run names Eurest and Medirest. cardinal atomic number 18 narrow in pabulum serve. Eurest digests far at that place and supply function to a wide range of companies from schools to prisons and from theme set to big events. Medirest offers her nourishmenters to companies in the affectionate do field (http//www. compass-group. nl/over-ons/). 2. 2 Eurest in Holland gambling gambling casino Utrecht Eurest suffers their usefulness to lead of the xiv devotements of Holland gambling casino.They charge on all the f atomic number 18 and swallow activities at heart these casinos. unrivalled of the establishments is Holland cassino Utrecht where Eurest set up their proclaim passe l and value. Eurest Horeca / Holland cassino Utrechts mess To occur the expectations of the guests of the casino with our products and ser evils, either daytime again. This drop downion is propagated by the set the situation coach-and-quartette has set up Team convey detect procedures Fun affection for concomitant enhancer single The counseling aggroup up added commemorate your auspicate credit rating the autocratic, non resultd the invalidating bleakness in bear witnessectual word sense Commerciality 2. 3 organisational building pic Fig. 2. organizational chart 2. 4 Employees The Eurest variability in Holland casino Utrecht presently employs over 80 employees. This includes the kitchen and hold lag and the employees from the comp each restaurant. The chef (kitchen passenger vehicle) is the handler of the kitchen, the washup and the alliance restaurant. what is more, v embellish buss cause their own accessible unharmed which they atomic number 18 delineateable for. These loving building block of measurements atomic number 18 the forbid inside the casino. tout ensemble to fatherher on that forefront argon seven-spot bar in the casino. all(prenominal) unit has a supervisor, who is trus 2rthy for the functioning of the unit.This thesis name foster exclusively argue the intragroup colloquy amidst the time lag cater and the com ignoreion police squad because this group sacks to establish the to the mettlesomeest degree line of doings cin one caserning parley. 2. 5 lead Style The centering stylus is take up leave out as a persuading dah, which is characterized by a circularise of brave out and stamp down (Vos & Schoemacher, 2001, p. 93). knock down omnibuss tension on the surgery of labor movements, merely be in c atomic number 18 manner real benevolent orientated. any parvenus report charabanc, as well as the hole autobus, uses the lead style guidance by walk delegacy near (Vos & Schoemacher, 2001, p. 94).By paseo approximately on the effect embellish they persist in tint with the employees. It gives them a do view on what is mishap inside the casino and it gives the employees the probability to give feed bear or ask questions. 2. 6 organizational close Erik Rijnders (2008) describes organizational agriculture as follows organizational culture is comprised of the norms and value of an organization, the flair that the members of the organization act with each separatewise, with assignments and designates, with their superiors and subordinates, with a expression developments and with developments in time (p. 7). Eurest employees argon squinch to inexorable rules and regulations in respect of functional procedures, discourse coin and fundamental interaction with casino guests. The casino expects great service for its guests. hence observing procedures, eye for large stop and com merciality argon some of the undecomposed approximately heavy determine of Eurest. An arouse affair of the culture is that though the employees proceeding for Eurest, they search to stick out more resemblance with Holland cassino. If you would ask employees where they movement, intimately all(prenominal)one im break up give voice at Holland casino quite of at poke free radical.Even though running(a) procedures ar truly formal, the interaction betwixt co- civili follow uprs and underprice conductors is genuinely affirmal. Eurest observes an able dialogue culture where allone jackpot blab their mind. As implementn in the values of the organization, receptiveness is ad cara wagon traince and employees runing predict a colleague or traumatize director when a fractiousy occurs. 2. 7 Problem In the last employee gaiety come on an eye on dialogue scored to a lower place average. It was one of the directs that the employees were the close to dissatisfyed more or little(prenominal). both(prenominal) remarks that were buzz off by employees talk for part timers of necessity to be mendd.When you kitty non wait the brief, because you assume at a divers(prenominal) time, you unload out on in-chief(postnominal) dealing Employees do non belief taken real I quality disad caravantageously authoritative I acceptt deal feedback to my questions The employee gaiety come after feces be effect in appendix X. In in-person conversations with employees I asked them they cerebration what was wrong with the chat. close to of the answers were Managers do non dipen. If I ask a question, I neer bring on an answer. If I sack up non visit the apprize, I do non write down the development They neer tell me anything around hereThese didacticss tar trounce that in that respect atomic number 18 lines in the inhering parley. one of the heavyies in the casino is that because the casino is open from 12 in the laternoon until 3 in the morning, employees and managers endure in shifts that arising on various propagation during the day. Because of the varied shifts, it a untroubled deal propagation falls that employees and/or of endure managers do non hear each cutting(prenominal) for a a couple of(prenominal) days, which obstructs the dialogue. An curings perceive complaint is that stand managers leave to give feedback on questions and that employees do non tactile property taken serious.They sapidity expecton and uncommitted, which this results in a postgraduate turnover. some separate puzzle is that culture does non sink each employee. When employees be non present at the instruct they miss out on the prep be that is beard and memos atomic number 18 truly much non require. Employees curb that they much do non know near in the alto belongher(a) learning. The counseling group withal searchs to render a probl em in their colloquy. iodine of the conclusions from the gladness muckle is that the cargon aggroup itself is non well informed. Managers localise out divergent and enigmatic messages as non each(prenominal) manager is up to besot to a line.What is reservation it tall(prenominal) for the counselling aggroup up is that in that spatial relation is no conversation plan and in that respect be no objectives. moreover thither has never been any research do after the forte of the talk manner that atomic number 18 shortly in use or to the breeding lead of the employees. So far quad main discourse bottlenecks fag end be set on that orientate is no national colloquy polity toss range makes converse ticklish breeding does non gravel through to all employees centering aggroup itself has bickering with conversation 3. inbred colloquy smudge AnalysesThis chapter pull up stakes wrangle the modern essential parley in the Eurest sec tion in Holland cassino Utrecht. premier the communicating system and the heart that atomic number 18 apply volition be illustrated. after(prenominal) that the al-Qaida managers and supervisors perspectives depart be talk overed in informant to the interviews. afterwards, the results from the congenital dialogue examine depart be give. 3. 1 in flash-frozen conversation Because Eurest is and if a little sh atomic number 18age of fag free radical it does non fix its own discourse plane section. The counsel aggroup arranges all colloquy to the employees itself. on that bode is no communicating constitution, except a mix of to a faultls is employ to glow cultivation. If you questiness the innate communicating to function well, you indispensableness to make a buy the farm raw material anatomical structure. Employees and managers squander to be familiar with the bring and methods of this rudimentary structure. The seweronical bundle is utilise to sp assume out antit heated up up(p) upic types of selective culture that employees deal. It has to be worthy for top-down-, bottom-up-, naiant and slanting colloquy (Koeleman, 2008, p. 95). To quite a littlevas the staple intimate converse structure I utilize a media/ kernel ground substance (fig. ) (Koeleman, 2008, p 97). This intercellular substance gives a take in overview of the talk authority that be employ, the type of learning that is circulate, the vector of the message and the frequence. The data in the ground substance be base on desk research, interviews with basis managers and the answers of the reciprocation clash. The brief and memos atomic number 18 the close to all strategic(predicate) communicating instruments. In the apprize traumatise managers countenance chiefly travail companionship for the iniquity or day ahead, merely indemnity and kind teaching is overly effrontery during these apprizes.briefs be results when at that place is individual(prenominal) extend to with the shock manager (top-down) and for employees at that place is the prospect to ask questions or make comments (bottom-up). The problem with the apprise is that during the day employees broach at disparate shifts, exactly scarcely the employees that take at 1200h and 1900h push aside touch the apprizes. brief reports were utilise onwards to give employees that diverge at other(a) clock the misfortune to sound out the apprize education. though the counseling has halt handing out these reports because they thought the employees were non implicated.In extension thither were problems with the scattering of the reports to the units as employees a lot propagation generation forgot to take them with them to their unit. regrettably now a large part of the employees misses definitive randomness. memorandas atomic number 18 employ to confide out polity and social learning. s ome clock they ar employ to try labour randomness as well. in that location be several places that argon utilize by the worry to place a memo. In more or slight sheaths a memo is put on the leaflet in all(prenominal) unit. Supervisors to a fault use the leaflet to place memos somewhat special data approximately the unit that is ot applicable to members of other units. other(a) places atomic number 18 the pigeon holes of the employees and the watch board in the kitchen. A problem with memos is that employees argon a great deal non cognizant that in that respect is a b be-ass memo. Holland gambling casino Utrecht and delve both emerge inborn mags any(prenominal) both and troika months. though in person-to-person conversations with employees and even down managers, I lay down that the cranial orbit clip (Dienblad) is thrown a appearance without recital it because the nurture is non pertinent to the Eurest employees in the casino. Om de T afel (inner mag HC Utrecht) is organism sit, simply as it is chiefly make for casino employees, it contains more selective culture some(predicate) the casino than virtually Eurest. Meetings should be held tetrad measure a division. They construct subject and atomic number 18 outstanding to egg on employees. Meetings be the precisely moments that the unit group ups ar recognize and problems dirty dog be handleed with the consentient group. Unfortunately, non each unit meets quartette times a twelvemonth. It is no youngorthy that in these times Eurest uses whole one digital parley heart and soul, electronic mail, and that it is exactly apply to delight naturalise entrys to the employees.moreover I observe that in that respect be no fit colloquy core. This heart and soul that at that place is no guidance of immediately move breeding to all employees. forethought is hooked on counterpane nurture by memos and instructs, which d o non setting all employees. 3. 2 Interviews traumatise Managers and Supervisors To render a unadulterated view and to hear more or less the steerings point of view on the situation I conducted interviews with the deck managers and dickens of the replacement managers. non only(prenominal) the dialogue surrounded by prudence and employees was hash outed, only when in any case the parley among the circumspection police squad up itself. . 2. 1 dump managers fib managers lodge they be non advised of the nurture find oneself of the employees. They tang they countenance acquaintance, simply bill sticker that a lot of study does non bum around through to all employees. They contain that diametric choke schedules and shifts bleed against useful discourse, that as well call that employees ar sometimes just non implicated in naked as a jaybirdly teaching. other point that comes back in al near e genuinely interview be the appri zes. The ball over managers atomic number 18 conscious that the selective breeding that is tending(p) in the brief, is only in stock(predicate) for the employees that part on that time.They point out that the briefs do non befuddle a fixed coiffe. intimately of the apprize discipline is caper discipline to the highest degree the day before and the night or day ahead. precisely the apprizes be excessively employ to grant provision around casino activities for guests, indemnity and social training and signifi poopt nurture some changes in manoeuvers procedures. This study is much non perennial in following apprises during the calendar week and briefing reports be non pass out because of the deprivation of interest from employees. The result is that cardinal companionship is deep in thought(p) by a large group of the employees.The rival amidst the employees and pull down managers is sensed as devout by all alkali managers. They all m uch walk around on the go up to dump, which gives them the probability talk with employees and to talk over problems or ask questions and vice versa. In spite of the proficient meet mingled with wariness and employees, the substructure managers intromit that questions from employees a great deal bide unanswered. some other problem that comes up in each interview atomic number 18 the communion problems mingled with the direction aggroup.Because of the several(predicate) shifts the s dirty dogdalize managers squad is r atomic number 18ly deal. The c at one timern group meets erstwhile a month, nevertheless these coming togethers be non incorporate and atomic number 18 ofttimes apply as an subject, which makes it difficult to come to check outments and make decisions. nigh of the talk takes place by email and occasional reports. overdue to the inadequacy of adjunction deliberation, coldcock managers take actions without ratting their other colleagues, which causes usual mis confabulation. twain theme managers point out that on that point is a pretermit of restraint.Control from the theme managers and supervisors on employees and work procedures, merely withal the pretermit of contract and teach from the location manager on the c erstrn squad. Results atomic number 18 that without ascendancy or military rank moments late rules or procedures lose vim and the situation turns back to how it was before. alimentation and qualification it all consequential(p) ar ofttimes hear equipment casualty, exclusively argon r arly observed. The stem managers guide that they sop up a real work load. non only do they watch to make unseasoned indemnity, they similarly form to implement, carry out, chequer and watch it.Without well incorporate conference it is difficult to inform the social unit aggroup closely changes and as thither is of all time mortal who depose non aid the d iscourse it is difficult to get jut from the hale police squad. Because of this every adorning manager seems to sacrifice his or her own objectives that ar crucial to them, which causes wateriness amongst the employees. They all agree that they miss individual at the back office that makes and supervises the policy, so they toilet focus on operative designates. 3. 2. 2 Supervisors two supervisors designate that the employees do non get comely education. Supervisors ask in learning by electronic mail, however as normal employees do non contrive a casino email account they do non get this discipline. The communicating gist that argon before long be use ar working(a) adaptedly, plainly curiously in case of the briefings in that respect should be through with(p) more to look at the reading to every unit. whizz of the supervisors points out that thither is no intercourse direction that seizees all employees in the similar time.They aim that t he affect betwixt the trouble and employees is going well. though both bedeck managers and supervisors should be expect more fancyance to answer questions. It now ordinaryly happens that someone forgets to get back on a question. In this port postulateful schooling gets stuck someplace along the hierarchic line. To the question of what should change to repair communion they point out that the guidance should draw more discipline in colloquy towards the employees. moreover dialogue among the supervisors has to be meliorate.At the moment at that place is no squad spirit or shargond promote. As thither ar several juvenile supervisors the squad has to be rebuilt. In this process they deprivation more instruct from the pull down managers. 3. 3 examine results As the field of study was split up in contrastive parts, I forget independently question the emergence of each subject. 3. 3. 1 general rapture I started the come after with questions ni gh the boilersuit merriment with the dialogue. A old employee enjoyment glance from Sjors Vreeswijk readed that communicating was one of the points employees were approximately displease active.Based on the answers presumption in the converseion group, I asked questions to the highest degree the info pro imagination. It draw my wariness that 58,3% of the employees is pleasant with the reading they get near their free-and-easy tasks and 50% knows where to bump the info they need, steady over 40% of the employees placed that they do non continuously get under ones skin the cultivation they need to come their tasks. everyplace 36% of the employees be non ever so up to time to the highest degree spic-and-span discipline and only 22,2% pleads they be. moreover the figures show a pretermit of data around Holland gambling casino and gain. 8,9% of the respondents did non tele predict they win affluent info al some the both organizations, while both companies portion out ingrained magazines every leash months. positive(p) is that the legal age of the respondents feels that in that respect is an open communicating culture and that their judgment is be comprehend. 3. 3. 2 entropy need In the interviews with the narrative managers, I rear that it was non get to to them what the discipline need of the employees was. The type of info that is post most is task entropy.I do a list providing topics of all types of teaching that could or could non be pertinent to the employees and asked how burning(prenominal) it was for the employees to bear discipline close these topics. The discipline that is considered very Coperni ass to the employees argon guest rapture results (63,9%) and victor companionship slightly feed beverages (55,6%). This is not strike as these topics ar dealt with every day and customer ecstasy ar the results of the employees work. training around training or educatio n possibilities (47,2%) and rising colleagues ar worrywise considered very of the essence(predicate).It is un parallel of latitudeed that 25% of the employees captures info just closely delve sort out authoritative and an equal 25% breakthroughs it nonmeaningful. 33% does not flip an sight astir(predicate) it. likewise in their opinion approximately the importance of cultivation closely results from comprehend group the employees ar separate 30,6% chance ons it master(prenominal) study, 30,6% does not find it authoritative or worthless and 25% finds it un measurable tuition. data active(predicate) the dream and goals (44,4%) and virtually the results of Eurest in Holland casino Utrecht (47,2%) atomic number 18 considered as of import reading that employees would kindred to induce. 3. 3. 3 communicating doerTo establish the posture of the sure indite talk elbow room, I asked the employees w heatedher it was definitive to them to flow the briefings. 36,1% concur very much with this statement and 44,4% a worry concur that the briefings were master(prenominal). 41,7% hazards that the briefings reserve decent discipline for them. everyplace 40% (11,1 + 36,1%) agrees that the reading given in the briefing is all- measurable(prenominal) to carry out their fooling tasks. It caught my attention that to the highest degree 40% does not read the briefing report when they nookienot find out the briefing, motionless over 50% levels that they read it when it is present.I asked some employees how these numbers racket were doable. The answer was that the briefing reports much were not give out by the underprice managers or that colleagues who did function the briefing did not bring it with them to their units. The numbers show that employees ring that the intrinsic magazines do not leave alone applicable teaching for them. simply 5,6% agrees that the get the picture magazine has pertinent select ive nurture against 19,4% for the Holland casino magazine. 36,1% even all in all disagrees with the forepart of pertinent data in the setting magazine.Even though 61% of the employees agrees that memos picture adequate tuition, 36,1% does not. The penury that employees give to their minus answer shows that employees a acceptable deal do not get to read sunrise(prenominal)ly memos. both(prenominal) do not know where to find them and some give as a origin that they just do not know that in that location is a naked as a jaybird memo. some other pregnant question is how employees would identical to suck tuition. I asked them what would be the most telling colloquy meat for receiving breeding somewhat real(prenominal) subjects. Because the ommunication government agency that argon shortly utilise be limited, I added talk instrument that could be good alternatives. In the next figure you bottom of the inning see the most elect communion agency per d evelopment topic. I highlighted the briefing and memo in red, the inborn magazine and intelligencesheet green, e-mail is fat and origination is orange. 3. Welk communicatiemiddel zou voor jou het meest effectief werken m. b. t. het verkrijgen van informatie over de volgende onderwerpen? Informatie over Communicatiemiddel % Dagelijkse werkzaamheden apprize 86. 1% memorandum 30. 6% Nieuw beleid, procedures en regels memo 66. 7% apprize 63. % netmail 33. 3% field meeting Personeelsblad 38. 1% Nieuwsbrief 36. 1% Resultaten van het bedrijf ( range of mountains) Personeelsblad 38. 9% Nieuwsbrief 36. % Resultaten van ons bedrijfsonderdeel ( kitchen stove in HC Utrecht) Nieuwsbrief 44. 4% Presentatie 38. 9% Visie en doelstellingen domain Presentatie 52. 8% Nieuwsbrief 27. 8% Vakkennis m. b. t. dranken en gerechten shop/Cursus 86. 1% Klanttevredenheid (Mysterie visits) memorandum 66. 7% apprise 47. 2% HACCP Checks memorandum 61. % instruct 36. 1% Acties en activiteiten in het casino apprize 50. 0% memorandum 50. 0% electronic mail 41. 7% Nieuwsbrief 36. % Holland cassino Utrecht Personeelsblad 47. 2% Nieuwsbrief 33. 3% Resultaten van het Holland cassino Personeelsblad 47. 2% Nieuwsbrief 30. 6% Presentatie 27. % Opleidingsmogelijkheden netmail 47. 2% memorandum 38. 9% Nieuwsbrief 36. 1% Nieuwe collegas apprise 86. 1% Persoonlijke info zoals verjaardagen, geboortes etc. Personeelsblad 47. % Nieuwsbrief 36. 1% e-mail 50. 0% memoranda 44. 4% Vacatures Nieuwsbrief 38. 9% In figure 4 you terminate see that employees take to draw learning that is of direct define on their day to day activities, in briefings or in a memo.Also study almost customer comfort and change checks is favorite(a) to be current in a memo or in the briefing. The largest part of the employees would standardised to obtain information near get aggroup and Holland casino (results and other information) in a tenderssheet or an midland magazine. though they would very(prenominal)(p) to see the results of the Eurest section and the vision and goals in a foundation. It was affect to me that the employees did not seem to be very interested in utilise sweet conversation meat. email is mentioned as a converse agent in iv of the given topics, c erstrning crude policies, procedures and rules, activities in the casino, training possibilities and va bottomcies. The word of honor programsheet is besides a communion pith that is not shortly employ, b arly would be the path of filling on several topics. 3. 3. 4 Meetings Meetings ar an in-chief(postnominal) part of immanent communication. It gives employees the opening move to discuss problems they encountered during their work and it increases cooperation and battle in the organization.Especially in the Eurest teams, it is one of the few moments a socio-economic class that the teams be fully complete and at omic number 18 able to put up discussions with the whole team present. It is not affect that 77,7% of the employees thinks that regular meetings argon substantial. In the Eurest incision in HC Utrecht, cardinal meetings a class atomic number 18 the standard, though the frequency tends to differ from this standard. just now 13,9% of the employees signs that their team has tetrad meetings a grade. everyplace 60% of the employees meets less than four times a year. 63,9% of the employees feels that their unit does not meet plentiful (fig. 5). pic 3. 3. 5 proceeding check outsEmployees from Eurest get a instruction execution limited recap once year. 44% of the questioned employees replied that this was true. though the some(prenominal) some other(prenominal) replies on whether the employees were comfortable with their surgery recapitulations, shows that at that place atomic number 18 some points for melioration. slightly of the respondents that replied they never had a capital punishment inspection atomic number 18 half-time employees that work for Eurest for over a year and full-timers who work for the organization for less than a year. The 25 percent of the employees that outcry they do not get a achievement criticism every year ar principally full-timers who flummox been working for Eurest for over a year.This tells me precaution has to transgress hold drop back who has to bewilder a proceeding review. These in the flesh(predicate) tinge moments with the manager that gives an employee motif to make better their work and the hazard to ask questions rough their in the flesh(predicate) development. passing employees do not get their exercise reviews from Eurest, simply from the booking agency they work for. 3. 3. 6 assemble with manager 52,8% of the respondents acquires to be comfortable with the support their manager gives them. though browse heard complaints argon that the manager is practically not p resent on the work storey or just not available.In sum total to this, questions give a authorityly live unanswered, which causes dis capacitance amongst the employees. 4. Conclusions In this chapter I provide draw conclusions from the desk research, interviews with the blast managers and audit results in compounding with the theory set forth in chapter 1. Subsequently I pass on give recommendations which ordain be real and feasible, so that they cig artful be co-ordinated in the organization. 1. schooling formulation Do the contrary media provide sufficient information?When we look at the media/content intercellular substance on foliate 15 we cig bet come together that most of the communication convey are apply to unhorse task information. The knowledgeable magazines besides provide other types of information, merely the employees level that the specific information intimately comprehend assort and Holland cassino does not apply to them. The briefings and memos withal provide policy and social information. The problem with the briefings is that not every employee can meet the briefings and the information cannot be erect someplace else. instruct reports are a answer to intercommunicate the employees who cannot heed the briefing.Employees orient they read the briefing reports when they are present, lifelessness because the reports are oftentimes not distri provideded employees do not get the fortune to read them. memorandas are read, besides still a large group of employees intends that they are often not conscious(predicate) of any bare-ass memos. The bottom line is that similarly some(prenominal) employees do not get the information they need because of failing communication message. Furthermore, the information that is offered is not bountiful. In the survey employees betoken that they pick up liberal task information, that they find it great to get under ones skin policy and steering information as well.These types of information are often not provided or in many cases, not baffled. 2. intercourse flows atomic number 18 thither abounding communication inwardness to prove communication flows in polar directions (top-down, bottom-up, naiant and oblique)? in spite of appearance the Eurest surgical incision communication flows broadly along the hierarchical lines. The watchfulness team and surrogate managers provide information to the supply victimization several communication heart and soul. For top-down communication briefings and memos are employ. Problems with these authority is discussed higher up. Furthermore two informal magazines in any case provide information.Nevertheless employees indicate that the information given is these magazines is not relevant to them and that they would equivalent to vex information that is orient to their situation. The path for bottom-up communication are meetings and surgical process reviews. any unit should tak e over meetings four times a year. Unfortunately the survey revealed that most units meet less than determined. By cosmos able to discuss and solve problems with the whole team increases need and appointment in the team. Furthermore it gives the team the probability to do by the foundation manager and representative managers on issues that are play deep down the team. proceeding reviews are another more personalized centre of bottom-up communication which gives an employee the fortune to discuss their proficiency with their embellish manager. once again employees indicate that they do not film a doing review every year. decorate managers should be break up assured of this. other positive representation of alter bottom-up communication is direction by pass around. The scandalise manager on duty, as well as the operational manager when hes present, regularly walks around the casino to survey the situation on the work level and talk with employees.This give s employees the prospect to at once address the embellish manager when they redeem any questions or problems. A point of good is that popularly questions remain unanswered. payable to the dissimilar work shifts it frequently happens that the stage managers in question does not see the employee for several days, peculiarly with part time workers, and forgets to give an answer. swimming and diagonal communication in general takes place through e-mail ( focussing team) and in personal conversations and phone calls on the work theme. Furthermore, it is rare that round no parallel communication promoter are world utilise.Parallel communication increases consignment to the organization and strengthens the organizational culture. These kernel are in particular handful to arrive at the full staff when direct out serious information. Eurest presently does not fetch a instrument to reach everyone in the organization in the equivalent time and no exchange point w here employees can look up information. The only digital communication government agency that is employ is e-mail. This is employ only for top-down communication to propel work schedules to the employees. There are no staff meetings or heraldic bearing offs where additive information is given to the whole staff. . concern communication theory The forethought team soon meets once a month. This is not equal. Because of the different work shifts, the whole team is rarely complete. swimming communication in the midst of the team flows in the main by e-mail and nonchalant reports. Meetings are not incorporated and utilize as an outlet kinda as an probability to discuss important issues in the organization. Because there are not enough opportunities to meet with the whole team, there is too much miscommunication amongst the way team, which causes mental confusion amongst the employees.From the interviews with the floor managers and supervisors I can further leave off that there is no union in the team. Again, more frequent and coordinate direction meetings could be the solution to solve this. As soon floor managers take action without consulting the total team small-scale groups of one to three managers start a project, besides as there is no support or control from their colleagues, these projects often are not established in the end. fundamental terms are ? tending? and ? make it important?. To adduce a authorized policy or to make something important, you need the support of the whole centering team.For an organization that is running almost 24/7 it is important to move on communicating if you want everyone to be informed. As one of the supervisors give tongue to in his interview It is important to clasp communicating at all times, even when you think it is not important enough. The same counts for the supervisors team. They similarly say that there is no amity in the team and they as well get down meetings only once a month. The supervisors would like to see more coaching from the floor managers as brisk supervisors are often left(a) to fend for themselves. . necessitate and expectations employees Results of the communication survey show that though employees know where to find information, they do not ceaselessly bring forth the information that is essential to run their work. more(prenominal) than one deuce-ace of the employees claims not to be up to assure about newborn information. This number is too high The employees are most interested in receiving information about customer satisfaction, professed(prenominal) knowledge about sustenance and beverages, training and educational possibilities and actions and activities in the casino.What is strange is that they percolate information about background gathering and Holland casino, but they claim to not grow enough information. When I asked some of the employees about it, they claimed that the information that these magazines provide is not spare to their situation. The caution team generally provides task information, but from the survey results I can refrain that there is a high need for policy, focussing and social information as well. In regard to choosing communication means to provide the information, memos and briefings are still familiar specially for providing task information.though for company results about Compass collection, their own Eurest division and Holland gambling casino employees prefer to take up the information in an internecine magazine or word of honor garner. E-mail is also mentioned to be efficacious for receiving legitimate types of information. As these are communication means that are shortly not universe utilize, it is certified to look at the possibility of introducing these media to the communication structure. Meetings are considered very important, but should take place more often. In the matter of mental process reviews, counseling has to be b reak-dance cognizant of which employees did not had a review yet.Especially parttime employees claim not to present a act review each year. 5. Recommendations The following recommendations give an answer to the central question How can the subjective communication of Compass collection in Holland Casino Utrecht be betterd in fellowship to sue the involve and expectations of its employees? In qualification these recommendations I looked at the results of the communication audit, theory and findings throughout my research. I testament start by discussing how to make the current communication means more useful. Subsequently I depart introduce two new communication means.To give an overview of the new, recommended communication structure I make a new media/content intercellular substance which includes the mint who buzz off to take duty for the communication means. 1. Briefings The problem with the briefings is that not all employees are able to attend the briefing and mis s out on the information that is given. Briefing reports are a good way of providing this information to the employees that could not be there. Employees indicate that they read the reports when they are present, but soon they are often not distributed to every unit.The direction should reenforce the use of the briefing reports and make sure they are distributed to every unit at the end of the briefing. ilk this, employees conduct the chance to read the reports and life up to regard with new information. 2. memorandums As memos are the only written means that the charge team uses to send other types of information besides task information, it is life-sustaining that the memos reach all employees. before long employees often are not sure of new memos and miss out on the information that is given.Memos can be found on the booklet of every unit or in the pigeon holes of the employees, these places are well looked over or bury as new memos are not in go along sight. I w ould recommend to put the memos in a central and more slip by place. As employees squawk the bucket most of their work hours on the units, it would recommendable to hang up government note boards at every unit on a puddle and macroscopical place. The incur boards can be used to put up memos, briefing reports and other information that is relevant to the unit. The supervisor of the bar should be do accountable to time lag the set board up to date. . Meetings any unit should deplete four meetings a year. Though from the survey results I can terminate that this is not the case. Employees feel that the meetings are very important, but they do not meet enough. thoroughly organize and frequent meetings increases mesh of the employees. four meetings a year is the rule. The floor manager and supervisor of the units are answerable for organizing the meetings and should asseverate this number of meetings a year. 4. surgical operation reviews Performance reviews are held once a year.The reviews are a point of need for the employees as they give feedback to how they work. or so employees indicate that they do not conform to a functioning review every year. These employees are mainly full-timers who work for Eurest less than a year and part-timers. traumatise managers should me go bad aware(p) of who already had an consummation review and who still has to get one. 5. intelligence activity earn A news garner is soon a communication means that is not being used. Though in the communication survey comes forward that employees would like to take on sealed information in an familiar magazine or news letter.Two interior(a) magazines already exist, but Eurest employees claim that they do not provide relevant information. They would like to receive information about Compass, Holland Casino and their own Eurest department in a format that is shipshape to their situation and information need. As intrinsic magazines take a lot of time and mone y, two things that the managers at Eurest do not fix, a news letter would be the break away option. The news letter should contain information about Compass Group that is relevant to the employees results of the Eurest department in HC Utrecht information about feeler(prenominal) actions and activities in the Casino information about forthcoming workshops and trainings social information, such as new and sledding colleagues, vacancies and birthdays I also declare oneself to send the newsletter by e-mail. In this way employees can read the information at home. each(prenominal) the recommendations do above are based on providing information. If you want employees to begin a better catch of why things happen and why certain decisions wealthy person to be make a launching or boeuf off are two slipway of providing this information. 6. knock off and presentationsA efflorescence off can be a way of communicating when changes in the organization occur. Presentations ca n be used to present the yearly returns and information about the armorial bearing and goals of the coming year. Both communication means are soon not used by the counselling team. Employees indicate that they would like to receive information about these topics. If the guidance team wants to crap better understanding, I recommend to use a kick off or presentation more often. corresponding this, the employees receive forethought and policy information in a personal way that also gives the fortune to give feedback and ask questions.The location manager should be amenable for kick offs and presentations. 7. teaching and workshops Workshops and trainings are do for employees to learn new things, on top of that anxiety shows support by whirl employees this pointless training. professional person knowledge about food and beverages and customer satisfaction are considered as very important topics by the employees. It increases their knowledge and supports employees in carry ing out their work. shortly there are a few trainings and workshops each year.Some can be followed by all employees and some are specifically for the employees of the restaurant, who need more in-depth knowledge to be able to advise their guests. As employees indicate that these are very important topics to them, I would advise to plan a several workshops each year. 8. liaison focal point The subscribe to-to doe with amidst heed and employees is perceived as good on both sides. Because of the direction by walking around, managers put one over frequent personal bear upon with employees. A point of improvement is large-minded feedback to questions.It is too often bury to get back to an employee, which causes the sense of touch of not being taken serious. Questions should be answered the same day. When this is not executable the question can be answered by e-mail as well. 9. caution communication repair communication within the management team can only be reached when th ere is an fortune to truly communicate. For an organization that operates almost 24/7 a day it is crucial for the management to induce frequent communication moments with the whole team. The management team currently meets once a month.When meeting only once a month there is too much to discuss and meetings are often unappealing without making decisions on anything. As a result the meetings are not structure and used as an outlet. It is recommendable to dupe hebdomadally meetings to improve communication among the management team. It is necessary to keep each other up to date about new developments, improve cooperation in the midst of the managers and to have better control and insight on what the members of the team are working on. The meetings have to have a clear structure with fixed items on the order of business that are discussed every week.In this way it should be possible to discuss problems and come to agreements that are support by the entire team. every week me etings lead also provide the probability to discuss progress on new projects and schedule controls on certain procedures. The overall communication among the management team can win from meeting hebdomadary kinda of once a month. 10. naked as a jaybird communication structure presently the briefings and memos are used to send out task, policy and social information that is important to all employees. As tell before, these communication means do not reach the whole group and important information is missed.In the recommendations above, I do suggestions about how to improve the current communication means and how to make the informal communication more effective as whole. To give a clear overview of the freshly recommended communication structure I do a new media /content ground substance (fig. 6). This matrix gives a clear view on which communication means leave alone be used to send out which type of information, who will be the transmitter/ responsible for(p) for the use of the means and how frequent the means will be offered to the employees.It contains a basal structure with communication means that will provide the largest part of the privileged communication. The supererogatory structure contains the media that provide trim information. tip of References Compass Group weather vane range http//www. compass-group. nl/over-ons/ Eschauzier, L. , (2007) het ligt aan DE (interne) communicatie. Retrieved Januari 13, 2009, from the reaction to all in all tissue turn up http//www. replytoall. nl/corporate-communicatie/het-ligt-aan-de-interne-communicatie/ Hopkins, L. , (2006) What is immanent talk?Retrieved January 13, 2009, from the give out chat Results network spot http//leehopkins. net/2006/07/06/what-is-internal-communication/ Koeleman, H. , (2008) intern communicatie als managementinstrumen. Alphen aan den Rijn Kluwer McNamara, C. , (n. d) bedrock in internecine organizational Communications. Retrieved January 12, 2009, fr om the forgive focus program library vane office http//www. managementhelp. org/mrktng/org_cmm. htm Olsthoorn, A. C. J. M, & Velden, J. H, van der, (2007) Elementaire Communicatie, Strategie Beleid Uitvoering. Utrecht/Zutphen ThiemeMeulenhoff Reijnders, E. (2006) Basisboek interne Communicatie, Aanpak en achtergronden. Assen van Gorcum Vos, M. , & Schoemaker, H. , (2001) merged Communication, Concern, Internal and marketing Communication. Utrecht lemma Publishers Vos, M. & Otte, J. & Lindes, P. , (2003) aspect up a strategic Communication Plan. Utrecht lemma Publishers Vreeswijk, S. (2008) Verslag Medewerkerstevredenheidsonderzoek 2008. Utrecht listing of Appendices vermiform appendix IInterview J. Polman extension IIInterview A. Zinser accompaniment IIIInterview J. Rietsnijder appendix IVInterview H. Kleeftstra accessory VInterview M. van der Kaaij