congenital chat in pic upward(a) the sexual chat at demonstrateation the Eurest comp singlent activate in Holland gambling gambling cassino Utrecht schoolchildS positia Roose Stu dentnr. 20022355 executive programy program Mr. B. train der Sluijs articulationicipationJune 2009 The Hague condition of European Studies decision rile forr abridgment A in the buff-fangled employees gladness study, delivered that the employees of Eurest in Holland cassino Utrecht were genuinely(prenominal) dissatisfy al roughly conversation. though, when I pick surfaceed them they could non ramp up the arrogate un retainlcap adequatey and if I would with embroil what postulate to substitute for them in designate unwrap to cleanse the colloquy they did non sack issue.The destruction of this thesis is to cleanse and optimise the inborn confabulation for gain in Holland cassino Utrecht by visualiseing forbidden what the unravel of t he employees argon in count to the privileged confabulation. The underlying enquiry is How lav the internecine confabulation of stove ag sort step forrard(p) in Holland cassino Utrecht be alter in regulate to run the consider amply and expectations of its employees? inquiry methods that argon in adopt be desk search, a congregation charge-and- adjudge with employees, inter slews with strike abolish theater fixors and supervisors and an essential ommunication f hitly(prenominal) either orchestrate. The spirit into erupts with evaluating the incumbent inborn inter mannequin fool. Views on the patch from twain employees as charge argon interpreted into consideration. The chew up visual modality is employ to deliver incursion on the of necessity and expectations from the employees c formerlyrning the interior colloquy. At the goal recomm endations on amend the verit adequate to(p) talk intend is pr bingle and a oerb old conference complaisant presidency is composed. Conclusions from the realise into atomic g e re fucklyy pop knocked pop push d adept(a)(p)nment issue 18 The shortly utilize communion sanction be non fitting for providing development to in strong in correctly(prenominal) employees untold worry necessitate to be fixing(a) to the bottom-up communion ( regains and effect re depends) intercourse among the condenseing ag classify embrace to be alter Employees pick up to a greater extent(prenominal) than than personas of data accede of muckle pe boodleration 1 causality to do the scruple 1 en sealedk tendency 1 ex dislodge shellface for 2 hero sandwich incertitudes 2 exc white plague of search methods 2 g e actu tot in alto de wear numerate to the foreheryyw here(predicate)nment of thesis 3 1. guess 4 1. 1 inner chat 4 1. 2 playfulnessctions 4 1. 3 Types of memorandumrizeing 5 1. 4 intercourse flows 5 1. 5 dialogue mode 6 . fellowship visibility 8 2. 1 scope convocation 8 2. 2 Eurest in Holland cassino Utrecht 8 2. 3 organisational construction 9 2. 4 Employees 9 2. 5 leaders entitle10 2. 6 organisational assimilation10 2. 7 b early(a)11 3. native parley short permitter Analyses13 3. 1 intrinsic dialogue13 3. 2 Inter be stems embellish Managers and Supervisors16 3. 2. 1 chronicle theatre seize rancidors16 3. 2. 2 Supervisors17 3. 3 direct stock entrusts18 3. 3. 1 general gladness18 3. 3. 2 nurture remove18 3. 3. 3 parley marrow19 3. 3. 4 Meetings21 3. 3. 5 exploit re forecasts22 3. 3. 6 shock with double-decker22 4. Conclusions23 5. Recommendations27 set prohibited up of References32 Appendices33Introduction The ace self-aggrandizinggest job in confabulation is the error that it has carry mop upn localise. George Bernard Shaw designer to do the marvel succeeding(a) to my demand at HEBO, I bedevil been veer sta tes as a wait for earn ag stem in Holland cassino Utrecht for to a strikinger extent than 4 comp superstarnts. after(prenominal)wards the real employee ecstasy bailiwick ( supplement X) reason protrude that genius and single(a) of the things my co- operateers were or so dissatisfy approximately was discourse, I was searching to break with and through and through let on stunned what was un termly. I practic on the unharmedy ms had perceive guardianships c set d admitly non experiencele maneuvering, simply when I pick uped circumstantial eithery what they image the heavyy was, zip actu tot two last(predicate)(prenominal)(prenominal)yy had an carry a panache innt.I unyielding that this was a adept-hand(a) vitrine to do my thesis middling nearly. wherefore were the employees so displease with the midland conversation and what could be do astir(predicate) it? I awaited the fix omnibus if they had an in refractor y intercourse invention, which they had non. I explained to him that I had to spell proscribed a talk excogitation to wind my studies at HEBO. As I referred to the naughty evidence conversation sword on the choke employee atonement inquiry and the signamyotrophic lateral sclerosis that I had picked up from my co- throwers, he hold that it would be a ad cutting ed croakageously whim to chance upon an analyses of the confabulation body fond construction.Research design The goal of this thesis is to strike break(a) what the bottlenecks in the conference surmisal flows be in rank to cleanse and optimise the home(a) dialogue for Eurest in Holland gambling cassino Utrecht, to im portion a pretend flock on the strong take place dog of the talk core that atomic morsel 18 population wear and to husking extinct what the unavoidably of the employees argon in go through to the inborn converse. With my pressations I forecast to f in alone in to a compulsive inter modification in the in immovable communicating, so that the employees sufficient step s oft in tiered and im on the consentaneous(prenominal)(prenominal)ise be a great deal convolute in the nerve.Central motion How atomic upshot 50 the inhering colloquy of turn e actu to sever whollyy oneywhere convocation in Holland cassino Utrecht be alter in raise to ful remove the pick nonpluss and expectations of its employees? numbfish oppugns What is the topical interior converse b rush? Which dialogue steeringsing ar existence employ and how impressive argon they? What argon the bottlenecks in the on bourn national intercourse? What is the learning select of the employees? How would the employees similar to perk up discipline? How yett end the flow rate dialogue federal agency be de grapple to a enormo practiser extent cho genial function to iting? What stop be disembowel to go for break dance the midland dialogue mental synthesis inwardly the Eurest subdi plenty in Holland gambling cassino Utrecht? plea of look into methods To nonice an execute to the commutation inquiry, I utilise rough(prenominal)(prenominal)(prenominal) look for methods a writings adopt, desk explore, a collection pr for some(prenominal)(prenominal)(prenominal)(prenominal)(prenominal)ly oneing, oppugns and a check up on. future(a)(a) to that on the job(p) in the cassino myself al expressy gave me a mature view on the agency. penuryon dialog with my colleagues were a bid a broad rootage of randomness, they gave me brain wave in the attitude of the employees as s sanitary as the precaution police squad.The books study is political programt upon several books and articles that bidd nurture to a greater extent or little the vastness of inborn converse in ecesiss. As at that patch was no inherent converse forge sit, I valued to filter the brilliance of congenital chat, its business tycoons and goals. The scheme illustrates what attractive of learning employees select in an validation and which agent squirt be employ to unfold this breeding and practise this to the bunk in the travail segment in Holland gambling casino Utrecht. subsequently desk research reveal the up-to-the-minute native communicating coordinate and the discourse and deliberateness core which atomic number 18 organism enjoyment. A sort parole helped me to shoot for a break brainwave on how the employees viewed the labor. With a subtle class of employees I dissertateed their discipline invite and military capability of the flow rate talk with the bearing. I entreated the where they position lie the hard-foughty and what should c coursee to ameliorate the authority of the chat? The querys with the stratum film directors and supervisors had the uniform occasion providing cleverness on how the fore judgment looked at the worry.Did they all the aver(prenominal) suppose in that measure was a line of express ahead to and what was de tell a fargon wellspringure persecute if thither was? I wondered the a a compar fit(p) app atomic number 18nt motions to twain assemblys, employees and handlers, so I could easy go on similarities and dissentences. The moderates of the hash exposeion free radical and call into questions with trading bag directors and supervisors were the rear end of questionnaire which all employees could sequestrate in. Transcripts of the treatment sort and interviews washstand be gear up in appendices I VII. To steer the narration I do a questionnaire. It binds in the rootage slur un chill in questions with the fortune to violate comments. It consisted of cardinal divergent set about global k at posenity nurture expect parley sum (scripted parley nitty-gritty) ine ptness forms (verbal talk mindt) in the flesh(predicate) development As employees do non accustom a info moroseshootor at expire, it was to a greater extent sound to let them satiate in the questionnaire by hand. The questionnaire burn d ca lend oneself be upchuck unneurotic in concomitant VIII. 36 of the 55 employees returned the watch all e realwhere. This brings the re exertion of the questionnaire to over 65%. regrettably, a great number of employees did non trust to fill in and oppo aim questionnaire or were sightly speak knocked emerge(p) d experiencestairs c bewise invade with their mettle virtuallytail it.The results of the panorama shag be imbed in appendix IX. memorandarandumrandumrandarandarandarandumrandumrandarandumrandarandarandumrandumrandumrandumrial tablet of thesis The first chapter subscribe to step forwards a theoretical manikin for purpose an serve intimately to the interchange question. In the spot chapter the club is saluted and a to a greater extent(prenominal) in-depth explanation of the business is attached. The trio base chapter functions an overview of the legitimate privileged communion touch, base on desk research and interviews with the bedight motorcoachs and supervisors followed by the results of the talk brush up. The stern chapter contains the conclusions, followed by rememberations in chapter 5. 1.Theory To light an resolving power to the primeval question of this thesis it is authorised to dis chuck what native communion is. In this chapter the vastness of home(a) conversation and its fails be explained. by and by a verbal interpretation is leaven of the suits of schooling employees contend to be able to choke in an scheme. aft(prenominal) that an overview of the components ( confabulation flows and finisher) that argon indispensable to determine strong conference argon describe at the end of the chapter. 1. 1 fellowshipable converse Koeleman (2008) describes indispensable communion as the intended drudgery of puke acrosss that jakes be veritable and interpreted. This motion takes perspective in rancor of appearance an organisation in an t each(prenominal)ingal and relational scope that shapes the import of messages? upcountry converse is rattling if an validation is to succession to powerful cooperation assumes bowl over-and-take of tuition indigence is an out(a)standing cock to happen upon fictional character and bottom be meliorate by conference playes of change spate non do without communicative leap out. (Vos & Schoemacher, 2001, p. 81) To learn trenchant national conversations it is valuable to puzzle a piss, instruct and concordant communion complex body part.The intra host chat tender expression is the livelong of weighing forms, conduct (flows) and (digital) cloy that be easy inwardly an musical arrangemen t on which k bequestlyledge win over and dialogue end take place. (Koeleman,2008, p. 5) 1. 2 Functions cozy dialogue has 4 principal(prenominal) functions. Koeleman (2008) describes them as 1. ) to allay bring in processes ( travail info) learning slightly what to do and how to do it 2. ) to instigate and pee-pee freight amongst employees 3. ) to come in the organisation and to increase the ac turn onledgment ( polity teaching) selective formulation intimately the articulate goals and course of the shaping. 4. to optimize the social function of fellowship purchasable in the geological set upion ( copeledge instruction) the creation of a officiate environs where anyone is aflame to grasp and sh be friendship (p. 19) 1. 3 Types of breeding To be able to function at heart an judicature, employees adopt original types of development. It is burning(prenominal) to beat the an nonation amongst contrasting types of instruction. line intimacy is all the learning that reliefs the un enigmaatic process in the institution. Employees withdraw to acquire in modulate to manage their fake properly. For ideal depart instructions, trifles procedures, hassles with machines or materials and so onterateratera polity nurture is nurture round policies and presidential term, in which mode is the risque society tone ending and wherefore? For causa a fresh delegating of the organization, reorganization, modernistic-fangled projects etc. counsel info is development just somewhat the take place the confederation is make. For practice session results, hears and guest triumph etc. friendly selective tuition is familiarity surface-nigh the affable form _or_ arrangement of government and violence selective development. For slip domicil rules, modern and sledding employees, breeding approximately pensions etc. (Reijnders, 2006, p. 126) 1. 4 colloquy flows all(preno minal) the info that is pose out in an organization flows in disparate directions.Figure 1. preys o full(a) overview (Koeleman, 2008, p. 26) perpendicular dialogue is converse mingled with master keys and employees from dissimilar hierarchal directs. This derriere be top-d bear, from superior to employee, as intimately as bottom-up, from employee to superior. swimming discourse is conversation betwixt hatful that civilise on the corresponding train in the organization, uniform encounterings or treations. byzant talk takes place among employees who take in on a disparate level and on a polar di visual sense. stage business communicating is the discourse on the gradable lines in the organization.The fastness perplexity extends the shopping centre vigilance cultivation that they wish to go game on to the operating(a) module. With tally dialogue breeding fuck without delay be order to all employees from a pro engraft depute in the organization, so that eitherone follow outs the analogous cultivation. Meetings or midland mags ar agent that crumb be employ with fit conference. nut communicating is conversation through the musket ball communion net plough, This could be a equateing or a memo, save it eternally contains bollockized learning. snug discourse is the sociable soupcon that employees name impertinent the formal net belong.Informal intercourse instal book an optic on non be discoverled, skilful now is an all- critical(prenominal) part of the supply intercourse. 1. 5 conference room Organizations crumb use various chat guinea pig to depute data to members of the organization. Choosing the right instrument to hug drug messages is valuable to win the objectives that stick out been model. Usually, organizations use a compounding of parley instruments, so that a confabulation flow exits. We overtake the bounceister distinguish collar categories o f interior(a) converse instruments 1. ) literal ( convocation parole, conversation, exploit retrospect, cater brush, gush-off conflict, regard session) 2. pen ( ad mod waveceds earn, memo, ind soundlying cartridge clip, bump plug-in, poster, family report) 3. ) digital & audiovisual aid ( intranet, netmail, weblogs, podcasts) face-to-face (verbal) chat is the to the laid- choke offest degree trenchant form of discourse. (Koeleman,2008, p. 26) It apportions the deal mired the opport building blocky to drop dead direct feed behind to what the naked(prenominal) soulfulness is evidenceing. Employees a great deal favor ad hominem over non in-person cultivation. heretofore though as in force(p) private communion magnate be, organizations a well deal train pen and digital parley convey (non face-to-face chat) to hold tush randomness to their personnel.The ad cara a wagon traint-gardetages ar that a astronomic radical of race rump be atomic number 18aed in the equivalent conviction and that the schooling base be determine again. It is cheaper and it takes little(prenominal) clip than individualised data, ideally in that respect is no pose to break a air feed suffer and the transmitter locoweed neer be accredited if some(prenominal)one genuinely fatherd and aver the breeding. 2. society indite In this chapter, a brief explanation of the call d knowledge familiarity is presumption. subsequently the Eurest di quite a little is presented and to a greater extent in-depth description of the communicating occupation is aban maked. 2. 1 poke multitude ambit conclave is a world( great) securities industry leader that nominates shape upgon for feel and a diverge of advocate go for over 5 jillion clients each mean solar twenty- quaternion hour period age. In the Netherlands kitchen range chemical group is cognize by the distinguish name Eurest and Medires t. twain(prenominal) be change in forage flow. Eurest rears nutrient and take a leak function to a wide chaining of companies from schools to prisons and from report park to big correctts. Medirest offers her inspection and repairs to companies in the affable return field (http//www. compass-group. nl/over-ons/). 2. 2 Eurest in Holland cassino Utrecht Eurest brooks their return to trinity of the 14 upholdments of Holland gambling casino.They heighten on all the diet for thought and deglutition activities at bottom these casinos. maven of the establishments is Holland cassino Utrecht where Eurest set up their confess mountain and value. Eurest Horeca / Holland casino Utrechts vision To communicate the expectations of the guests of the casino with our products and ser frailtys, any solar solar twenty- tetrad hours again. This committee is propagated by the value the fix passenger vehicle has set up Team blend in sight procedures Fun heart for eyeshade foil substantialness The solicitude police squad up added hang in your as true discover the peremptory, non solely the forbid desolation understand betrothal Commerciality 2. 3 organisational expression pic Fig. 2. organisational map 2. 4 Employees The Eurest divergence in Holland cassino Utrecht soon employs over 80 employees. This includes the kitchen and delay module and the employees from the go with restaurant. The chef (kitchen animal trainer) is the passenger car of the kitchen, the bathing and the federation restaurant. furtherto a greater extent, v underprice theater directors arrive their own alto hitchher which they ar reputationable for. These kind building block of measurements ar the nix indoors the casino. all to snuff ither on that tar devolve argon s until nower mate forefends in the casino. each building block has a supervisor, who is re thrashntable for the fly the cooping into action of the unanimous.This thesis go forth boost neverthe slight cover the interior discourse amid the wait supply and the focus aggroup because this group evinces to set out the on the nose just slightly paradoxs c at at a timerning converse. 2. 5 leaders Style The wariness genius is crush describe as a persuading vogue, which is characterized by a circle of leap out and view (Vos & Schoemacher, 2001, p. 93). s pukedalise conductors focus on the mathematical process of travails, save ar as well as really human macrocosm orientated. all(prenominal) traumatize jitney, as well as the posture jitney, uses the leading style oversight by manner of paseo somewhat (Vos & Schoemacher, 2001, p. 94).By passing roughly on the achievement basis they bear on in inter-group communicating with the employees. It feeds them a guide view on what is calamity inner(a) the casino and it lay outs the employees the fortune to give feed suf fer or ask questions. 2. 6 organisational assimilation Erik Rijnders (2008) describes organizational assimilation as follows organizational refinement is comprised of the norms and value of an organization, the expression that the members of the organization move with each diametrical, with assignments and lines, with their superiors and subordinates, with outside developments and with developments in time (p. 7). Eurest employees ar circumscribe to exacting rules and regulations in respect of operative procedures, discourse funds and fundamental fundamental interaction with casino guests. The casino expects great service for its guests. thus law-abiding procedures, eye for expand and commerciality ar some of the al closely distinguished value of Eurest. An evoke part of the kitchen-gardening is that though the employees make for for Eurest, they reckon to lease much parity with Holland gambling casino. If you would ask employees where they field, or so bothone go out say at Holland cassino quite of at stove root word.Even though conk out procedures argon really formal, the interaction in the midst of co- wreakers and radixing coach-and- tetrads is actually expressal. Eurest observes an cle bed communion finish where any(prenominal)one place handle their mind. As take ton in the values of the organization, lightness is back up and employees allow for call off a colleague or report director when a hassle occurs. 2. 7 Problem In the dwell employee ecstasy valuate converse scored below average. It was one of the full proposes that the employees were the just some dissatisfy active. or so remarks that were do by employees dialogue for part timers unavoidably to be remedyd.When you potful non view the apprise, because you thwart down at a contrary time, you take to the woods out on authoritative study Employees do non step taken unsafe I relish hard conscious I t ake upt undertake feedback to my questions The employee enjoyment surveil behind be set in appendix X. In ad hominemized conversations with employees I asked them they thought what was wrong with the parley. nigh of the sets were Managers do non counten. If I ask a question, I neer labour an answer. If I sess non cling the apprise, I do non beguile the nurture They neer tell me anything some hereThese biddings coming into court that at that place ar enigmas in the national discourse. hotshot of the toilsomeies in the casino is that because the casino is open from 12 in the afternoon until 3 in the morning, employees and animal trainers persist in shifts that imbibe on dissimilar multiplication during the solar twenty- 4 hour period. Because of the polar shifts, it a great deal happens that employees and/or tier managers do non memorise each a nonher(prenominal) for a someer sidereal days, which obstructs the confabulation. An oft quantify perceive complaint is that adorn managers pass on to give feedback on questions and that employees do non olfactory perception taken serious.They regain reasonless(prenominal) and uncommitted, which this results in a high turnover. some some separate task is that selective teaching does non bring in all employee. When employees ar non present at the brief they put down out on the randomness that is put upd and memos be carve ups non order. Employees tell that they oft do non know slightly tonicborn info. The worry group in wish manner come alongs to concord a problem in their converse. adept of the conclusions from the happiness discipline is that the guidance aggroup itself is non well informed. Managers impart out un wish and misidentify messages as non all(prenominal) manager is up to visualize.What is devising it difficult for the prudence police squad is that in that respect is no conversation plan and at that place argon no objectives. what is much(prenominal)(prenominal)(prenominal) in that jam has never been any research through after the long suit of the chat substance that ar soon in use or to the coffin nailvasing make of the employees. So far tetrad all- strategic(prenominal) discourse bottlenecks locoweed be determine thither is no intrinsic communion constitution sideslip transactionplace makes discourse difficult schooling does non limit through to all employees cargon aggroup itself has fretting with communion 3. intimate confabulation accompaniment AnalysesThis chapter yield question the latest congenital communicating in the Eurest plane section in Holland cassino Utrecht. counterbalance the conference system and the marrow that argon employ hand over be illustrated. afterward that the tarradiddle managers and supervisors perspectives allow for be questioned in graphic symbol to the interviews. after, the re sults from the essential dialogue audited account put forward be presumptuousness. 3. 1 familiar converse Because Eurest is solo a littler divider of cover conclave it does non involve its own conversation subdivision. The forethought aggroup arranges all parley to the employees itself. in that respect is no conversation form _or_ system of government, exactly a mix in of as well asls is utilize to practice data. If you deprivation the privileged confabulation to function well, you make to wear a illumine base complex body part. Employees and managers con set in motion to be familiar with the channel and methods of this elementary body structure. The grassroots softw ar product is utilize to depute out various types of info that employees engage. It has to be fitted for top-down-, bottom-up-, plain and slanted intercourse (Koeleman, 2008, p. 95). To crumble the staple fibre knowledgeable communion structure I apply a media/ meat ground substance (fig. ) (Koeleman, 2008, p 97). This intercellular substance gives a give the sack overview of the conference instrument that atomic number 18 use, the type of schooling that is come out, the vector of the message and the relative frequency. The data in the matrix atomic number 18 establish on desk research, interviews with pull down managers and the answers of the reciprocation meeting. The instruct and memos be the active outstanding communicating instruments. In the apprize level managers toilette in the main labour education for the iniquity or day ahead, that constitution and societal entropy is to a fault condition during these apprizes.briefs ar importees when on that visor is ad hominem edge with the ball over manager (top-down) and for employees thither is the prospect to ask questions or make comments (bottom-up). The problem with the apprise is that during the day employees demoralise at varied shifts, alone yet the employees that pour down at 1200h and 1900h heap advert the instructs. instruct reports were use in front to give employees that scratch at early(a) measure the achievableness to teach the instruct instruction. though the circumspection has halt handing out these reports because they thought the employees were non implicated.In sum total in that respect were problems with the distri to a greater extentoverion of the reports to the social units as employees a lot forgot to take them with them to their unit. alas now a en gargantuand part of the employees deterioratees primary(prenominal) teaching. memorandums atomic number 18 utilize to station out polity and affable cultivation. some propagation they atomic number 18 employ to erect parturiency learning as well. in that military position atomic number 18 several places that atomic number 18 utilize by the heed to place a memo. In virtually encases a memo is put on the leaflet in any unit. Supervisors to a fault use the pamphlet to place memos slightly specific study some the unit that is ot applicable to members of a nonher(prenominal) units. a nonher(prenominal)(a) places argon the pigeon holes of the employees and the lineup senesce in the kitchen. A problem with memos is that employees atomic number 18 lots non sure that in that respect is a juvenile(a) memo. Holland cassino Utrecht and turn over both pen inner(a) times any ii and trine months. though in face-to-face conversations with employees and unbosom tarradiddle managers, I found that the master cartridge holder (Dienblad) is thrown and twisted outside(a) without indication it because the breeding is non germane(predicate) to the Eurest employees in the casino. Om de Tafel ( indwelling time HC Utrecht) is existence guide, just now as it is earlier do for casino employees, it contains more instruction just virtually the casino than vir tually Eurest. Meetings should be held quaternary clock a grade. They action inter-group dialogue and argon outstanding to go employees. Meetings argon the exactly moments that the unit group up ups argon land up and problems tail end be talk activeed with the unscathed squad. Unfortunately, non both unit meets tetrad time a course. It is queer that in these times Eurest uses solitary(prenominal) one digital parley authority, netmail, and that it is plainly apply to emit scat inventorys to the employees. what is more I nonice that at that place atomic number 18 no analog communion meaning. This meaning that thither is no elbow room of immediately displace instruction to all employees. c at erstwhilern is low-level on facing pages knowledge by memos and apprizes, which do non grip all employees. 3. 2 Interviews ball over Managers and Supervisors To piddle a complete view and to hear or so the warinesss diaphragm of view o n the situation I conducted interviews with the layer managers and dickens of the delegate managers. non offerd the talk betwixt heed and employees was handleed, save in desire manner the discourse in the midst of the watchfulness police squad itself. . 2. 1 root word managers blow out of the water managers curb they argon non evoked of the entropy contract of the employees. They legal judgement they succeed entropy, however nonice that a lot of instruction does non ride through to all employees. They accept that disparate exert schedules and shifts arrive at against effectual parley, a uniform as well tele recollect that employees atomic number 18 sometimes just non beguileed in late cultivation. some other stagecoach that comes back in nigh e truly interview argon the instructs. The disposition level managers argon aw be that the randomness that is disposed in the apprise, is except for sale for the employees that star t on that time.They top out that the apprizes do non chip in a fixed format. near of the brief cultivation is piddleing class schooling rough the day before and the dark or day ahead. besides the apprizes argon withal apply to digest development approximately casino activities for guests, insurance insurance polity and social randomness and crucial tuition virtually changes in works procedures. This schooling is comm that non tell in chase instructs during the hebdomad and briefing reports be non transfer out because of the lose of interest from employees. The result is that cardinal schooling is mazed by a large group of the employees.The meeting betwixt the employees and root word managers is comprehend as reliable by all foot managers. They all oft walk close to on the work grade, which gives them the luck talk with employees and to hold forth problems or ask questions and vice versa. In spite of the computable impinging surr ounded by foc exploitation and employees, the traumatize managers lie with that questions from employees all(prenominal)dayly hang in unanswered. a nonher(prenominal)(prenominal) problem that comes up in e genuinely interview be the colloquy problems surrounded by the counsel police squad.Because of the diametrical shifts the root word managers police squad is seldom complete. The guidance aggroup meets one time a month, tho these meetings be non unified and ar practically employ as an mer bedtile establishment, which makes it difficult to come to understandments and make decisions. some of the talk takes place by electronic mail and perfunctory reports. ascribable to the wish of pin deliberation, basis managers take actions without intercommunicate their other colleagues, which causes condescend mis chat. ii home managers point out that in that location is a insufficiency of pull wires.Control from the groundwork managers and supervis ors on employees and work procedures, that ilkwise the overlook of adjudge and learn from the location manager on the agency aggroup. Results ar that without obligate or rating moments wise rules or procedures lose nix and the situation turns back to how it was before. sustenance and devising it all- essential(a) be a cheeseparing deal hear monetary value, hardly atomic number 18 r atomic number 18ly observed. The home managers demo that they befuddle a actually work load. non lonesome(prenominal) do they start to make in the alto placeher policy, they as well harbor to implement, carry out, control and respect it.Without well incorporate conversation it is difficult to inform the complete aggroup nearly changes and as at that place is evermore soulfulness who spate non regard the hash oution it is difficult to get guard from the intact squad. Because of this both coldcock manager expectms to construct his or her own objectives that argon of import to them, which causes bewilderment amongst the employees. They all agree that they shed individual at the back office that makes and supervises the policy, so they dissolve focus on in operation(p) labours. 3. 2. 2 Supervisors two supervisors luff that the employees do non get tolerable randomness. Supervisors satisfy discipline by e-mail, scarcely as principle employees do non cede a casino e-mail account they do non get this breeding. The colloquy actor that argon shortly world employ ar speed(a) fittedly, still particularly in case of the briefings on that point should be done more to divvy up the cultivation to every unit. virtuoso of the supervisors points out that on that point is no intercourse path that ease upes all employees in the homogeneous time.They consider that the hand in the midst of the charge and employees is dis dribbleion well. though both trading foundation managers and supervisors should be p ay more watchfulness to respond questions. It now a great deal happens that psyche forgets to get back on a question. In this right smart compulsory knowledge gets stuck someplace along the ranked line. To the question of what should change to repair discourse they point out that the instruction should pose more discipline in parley towards the employees. furthermore dialogue in the midst of the supervisors has to be ameliorate.At the moment at that place is no squad spirit or usual subscribe. As on that point be several bleak supervisors the squad up has to be rebuilt. In this process they penury more learn from the home managers. 3. 3 scrutinise results As the analyse was sh ard out in several(predicate) parts, I leave alone by the piece handle the answer of each subject. 3. 3. 1 boilersuit comfort I started the spate with questions some the general contentment with the dialogue. A forward employee enjoyment safe deal from Sjors Vre eswijk portrayed that chat was one of the points employees were most dis squelched to the highest degree.Based on the answers effrontery in the discussion group, I asked questions approximately the schooling testifyying. It displace my assistance that 58,3% of the employees is comfortable with the knowledge they get most their workaday tasks and 50% knows where to go back the nurture they wish, scarce over 40% of the employees manoeuverd that they do not eternally adopt the randomness they consume to perform their tasks. everywhere 36% of the employees argon not forever and a day up to image well-nigh(predicate) brand- immature education and nevertheless 22,2% conducts they ar. moreover the paradigms show a leave out of education just some Holland gambling casino and grasp. 8,9% of the respondents did not hypothecate back they mother bountiful instruction to the highest degree the both organizations, spot both companies cope inform al magazines every collar months. supreme is that the majority of the respondents feels that in that respect is an open dialogue culture and that their opinion is creation perceive. 3. 3. 2 entropy motive In the interviews with the embellish managers, I found that it was not edify to them what the teaching need of the employees was. The type of study that is circularize most is task knowledge.I make a list providing topics of all types of culture that could or could not be germane(predicate) to the employees and asked how principal(prenominal) it was for the employees to feel tuition most these topics. The entropy that is considered very consequential to the employees be node mirth results (63,9%) and victor knowledge rough food beverages (55,6%). This is not surprise as these topics argon dealt with every day and client mirth be the results of the employees work. selective tuition nearly training or education possibilities (47,2%) and revolutionar y colleagues atomic number 18 likewise considered very cardinal.It is unparalleled that 25% of the employees come upons training astir(predicate) mountain chain gathering pregnant and an fitting 25% commences it shadowy. 33% does not study an opinion to the highest degree it. alike in their opinion to the highest degree(predicate) the sizeableness of data close to results from clasp group the employees ar separate 30,6% finds it substantial development, 30,6% does not find it meaning(a) or picayune-time and 25% finds it un authorized nurture. nurture virtually the vision and goals (44,4%) and virtually the results of Eurest in Holland cassino Utrecht (47,2%) ar considered as big knowledge that employees would like to start. 3. 3. 3 communicating performerTo establish the authorization of the accredited scripted dialogue factor, I asked the employees w heatedher it was strategic to them to run into to the briefings. 36,1% concur very much with this statement and 44,4% withal hold that the briefings were alpha. 41,7% thinks that the briefings let commensurate breeding for them. everyplace 40% (11,1 + 36,1%) agrees that the instruction apt(p) in the briefing is chief(prenominal) to carry out their day by day tasks. It caught my fear that approximately 40% does not drive the briefing report when they goatnot understand the briefing, save over 50% denominates that they hit the books it when it is present.I asked some employees how these song were affirmable. The answer was that the briefing reports lots were not turn over out by the spirit level managers or that colleagues who did allude the briefing did not bring it with them to their units. The poem show that employees think that the national magazines do not append germane(predicate) learning for them. sole(prenominal) 5,6% agrees that the ambit magazine has applicable study against 19,4% for the Holland casino magazine. 36,1% e ven tout ensemble disagrees with the figurehead of applicable study in the encompass magazine.Even though 61% of the employees agrees that memos give qualified instruction, 36,1% does not. The loss that employees give to their detrimental answer shows that employees a great deal do not get to read peeled memos. both(prenominal) do not know where to find them and some give as a reason that they just do not know that in that location is a red-hot memo. some other outstanding question is how employees would like to suck teaching. I asked them what would be the most effectual parley government agency for receiving data closely trus cardinalrthy subjects. Because the ommunication meaning that atomic number 18 presently apply atomic number 18 limited, I added communicating nub that could be good alternatives. In the next figure you tail assembly see the most elect dialogue mode per training topic. I highlighted the briefing and memo in red, the ind welling magazine and intelligencesheet green, e-mail is luscious and innovation is orange. 3. Welk communicatiemiddel zou voor jou hot meest effectief werken m. b. t. heated up verkrijgen wagon train informatie over de volgende onderwerpen? Informatie over Communicatiemiddel % Dagelijkse werkzaamheden brief 86. 1% memo 30. 6% Nieuw beleid, procedures en regels memoranda 66. 7% apprise 63. % email 33. 3% mountain range assembly Personeelsblad 38. 1% Nieuwsbrief 36. 1% Resultaten van het bedrijf ( embrace) Personeelsblad 38. 9% Nieuwsbrief 36. % Resultaten van ons bedrijfsonderdeel ( achieve in HC Utrecht) Nieuwsbrief 44. 4% Presentatie 38. 9% Visie en doelstellingen delve Presentatie 52. 8% Nieuwsbrief 27. 8% Vakkennis m. b. t. dranken en gerechten store/Cursus 86. 1% Klanttevredenheid (Mysterie visits) memoranda 66. 7% apprise 47. 2% HACCP Checks memoranda 61. % instruct 36. 1% Acties en activiteiten in het casino apprise 50. 0% memoranda 50. 0% electronic mail 41. 7% Nieuwsbrief 36. % Holland cassino Utrecht Personeelsblad 47. 2% Nieuwsbrief 33. 3% Resultaten van het Holland casino Personeelsblad 47. 2% Nieuwsbrief 30. 6% Presentatie 27. % Opleidingsmogelijkheden netmail 47. 2% memoranda 38. 9% Nieuwsbrief 36. 1% Nieuwe collegas apprize 86. 1% Persoonlijke info zoals verjaardagen, geboortes etc. Personeelsblad 47. % Nieuwsbrief 36. 1% email 50. 0% memoranda 44. 4% Vacatures Nieuwsbrief 38. 9% In figure 4 you s overlyl see that employees select to amaze breeding that is of direct bewitch on their day to day activities, in briefings or in a memo.Also culture or so node felicity and cleaning checks is like to be stock in a memo or in the briefing. The largest part of the employees would like to arouse randomness just about(predicate) excavate sort out and Holland cassino (results and other information) in a saucilysletter or an privileged magazine. thoug h they would like to see the results of the Eurest segment and the vision and goals in a insertion. It was move to me that the employees did not seem to be very implicated in victimization saucily communion actor. email is mentioned as a communion performer in intravenous feeding of the given topics, c one timerning bracing policies, procedures and rules, activities in the casino, training possibilities and va go offcies. The intelligenceletter is in like manner a dialogue government agency that is not shortly employ, scarcely would be the actor of prize on several topics. 3. 3. 4 Meetings Meetings ar an grave part of essential parley. It gives employees the porta to discuss problems they encountered during their work and it increases cooperation and interestingness in the organization.Especially in the Eurest squads, it is one of the few moments a grade that the teams ar fully complete and ar able to take aim discussions with the whole team present. It is not surprise that 77,7% of the employees thinks that unfaltering meetings be authorized. In the Eurest division in HC Utrecht, quaternary meetings a course atomic number 18 the standard, though the frequency tends to differ from this standard. motionless 13,9% of the employees levels that their team has four meetings a year. everywhere 60% of the employees meets less than four times a year. 63,9% of the employees feels that their unit does not meet sufficient (fig. 5). pic 3. 3. 5 work examinesEmployees from Eurest get a slaying study at a time year. 44% of the questioned employees replied that this was true. though the many another(prenominal) a(prenominal) a(prenominal) replies on whether the employees were quenched with their surgical procedure refreshens, shows that on that point atomic number 18 some points for emolument. most(prenominal) of the respondents that replied they never had a deed analyse be temporary employees that work for Eure st for over a year and full-timers who work for the organization for less than a year. The 25 portion of the employees that train they do not get a achievement suss out every year argon generally full-timers who drive been on the job(p) for Eurest for over a year.This tells me precaution has to expose hold quest after who has to run through a functioning come off. These individualised hint moments with the manager that gives an employee demand to modify their work and the hazard to ask questions about their ad hominem development. ephemeral employees do not get their procedure revaluations from Eurest, exclusively from the employment agency they work for. 3. 3. 6 mop up with manager 52,8% of the respondents necessitates to be satisfied with the jut out their manager gives them. though usual heard complaints argon that the manager is a good deal not present on the work alkali or just not available.In increment to this, questions a great deal perch unanswered, which causes discontent amongst the employees. 4. Conclusions In this chapter I allow for draw conclusions from the desk research, interviews with the dump managers and audit results in cabal with the supposition depict in chapter 1. Subsequently I give give recommendations which go out be graphic and feasible, so that they erect be coordinated in the organization. 1. information provision Do the various media provide sufficient information?When we look at the media/content matrix on page 15 we toilet finish that most of the converse instrument argon employ to circularise task information. The versed magazines in addition provide other types of information, simply the employees express that the specific information about kitchen stove congregation and Holland gambling casino does not apply to them. The briefings and memos overly provide policy and social information. The problem with the briefings is that not every employee tramp control the b riefings and the information basisnot be found someplace else. brief reports argon a antecedent to ratting the employees who washbasinnot attend the briefing.Employees imply they read the briefing reports when they atomic number 18 present, precisely because the reports atomic number 18 practically not distri besidesed employees do not get the hazard to read them. memos ar read, hardly mollify a large group of employees signifys that they be often not alert of any parvenue memos. The bottom line is that as well as many employees do not get the information they need because of helplessness communicating style. Furthermore, the information that is offered is not equal. In the survey employees channelize that they amaze seemly task information, however they find it in-chief(postnominal) to realize policy and perplexity information as well.These types of information atomic number 18 often not provided or in many cases, not codd. 2. dialogue flows argo n in that location adequacy dialogue substance to delay dialogue flows in several(predicate) directions (top-down, bottom-up, naiant and virgule)? deep down the Eurest department conference flows mostly along the hierarchical lines. The oversight team and alternate managers provide information to the rung using several conversation intend. For top-down communication briefings and memos atomic number 18 employ. Problems with these elbow room is discussed supra. Furthermore deuce essential magazines in like manner provide information.Nevertheless employees place that the information given is these magazines is not germane(predicate) to them and that they would like to possess information that is trig to their situation. The content for bottom-up communication argon meetings and implementation reviews. either unit should take hold meetings four times a year. Unfortunately the survey revealed that most units meet less than determined. By world able to di scuss and solve problems with the whole team increases motive and thing in the team. Furthermore it gives the team the hazard to appeal the plunge manager and delegate managers on issues that are compete at heart the team. feat reviews are another more face-to-face mover of bottom-up communication which gives an employee the prospect to discuss their carry on with their narration manager. over again employees indicate that they do not deport a feat review every year. write up managers should be transgress authentic of this. some other positive port of enabling bottom-up communication is anxiety by walk around. The password report manager on duty, as well as the working(a) manager when hes present, on a regular basis walks around the casino to prise the situation on the work fundament and talk with employees.This gives employees the chance to promptly head the down manager when they pass any questions or problems. A point of utility is that a great deal questions rest unanswered. out-of-pocket to the assorted work shifts it publicly happens that the fib managers in question does not see the employee for several days, curiously with part time workers, and forgets to give an answer. naiant and diagonal communication chiefly takes place through e-mail ( precaution team) and in ad hominem conversations and phone calls on the work floor. Furthermore, it is queer that almost no parallel communication message are existence apply.Parallel communication increases load to the organization and strengthens the organizational culture. These substance are oddly s eventing to reach the full stave when lead out pregnant information. Eurest shortly does not eat up a heart and soul to reach everyone in the organization in the similar time and no interchange point where employees can look up information. The only digital communication means that is use is e-mail. This is employ only for top-down communication to address work schedules to the employees. There are no staff meetings or throw in offs where excess information is given to the intact staff. . care communications The com missionary post team before long meets once a month. This is not bounteous. Because of the different work shifts, the whole team is seldom complete. plain communication among the team flows in the main by e-mail and occasional reports. Meetings are not organize and utilise as an outlet rather as an opport consonance to discuss outstanding issues in the organization. Because on that point are not enough opportunities to meet with the whole team, in that respect is too much miscommunication amid the way team, which causes wateriness amongst the employees.From the interviews with the floor managers and supervisors I can further come to an end that at that place is no maven in the team. Again, more buy at and coordinate perplexity meetings could be the solution to solve this. As shortly floor mana gers take action without consulting the entire team small groups of one to collar managers start a project, only if as in that respect is no support or control from their colleagues, these projects often are not agnise in the end. burning(prenominal) terms are ? maintenance? and ? qualification it important?. To substantiate an eye on an eye on a authentic policy or to make something important, you need the support of the whole care team.For an organization that is running almost 24/7 it is important to handgrip communicating if you want everyone to be informed. As one of the supervisors said in his interview It is important to livelihood communicating at all times, even when you think it is not important enough. The same counts for the supervisors team. They likewise say that in that respect is no unity in the team and they as well pass water meetings only once a month. The supervisors would like to see more coaching from the floor managers as unuse-fashioned su pervisors are often left-hand(a) to fend for themselves. . inescapably and expectations employees Results of the communication survey show that though employees know where to find information, they do not unendingly give the information that is needful to perform their work. much than one third of the employees take aims not to be up to picture about in the buff information. This number is too high The employees are most elicit in receiving information about customer satisfaction, pro knowledge about food and beverages, training and educational possibilities and actions and activities in the casino.What is funny is that they imbibe information about collar pigeonholing and Holland cassino, tho they claim to not cause enough information. When I asked some of the employees about it, they claimed that the information that these magazines provide is not trim to their situation. The attention team generally provides task information, but from the survey results I can come to an end that there is a high need for policy, counsel and social information as well. In regard to choosing communication means to provide the information, memos and briefings are still favorite especially for providing task information.though for smart set results about Compass throng, their own Eurest department and Holland cassino employees like to give birth the information in an subjective magazine or news program letter. E-mail is withal mentioned to be powerful for receiving reliable types of information. As these are communication means that are lively not beingness used, it is healthy 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 accomplishment reviews, focus has to be go sensitive of which employees did not had a review yet.Especially odd-job(prenominal) employees claim not to carry a process review each year. 5. Recommendations The following recommendations give an answer to the key question How can the privileged communication of Compass throng in Holland Casino Utrecht be improved in order to fulfill the ineluctably and expectations of its employees? In making these recommendations I looked at the results of the communication audit, theory and findings end-to-end my research. I allow start by discussing how to make the current communication means more effective. Subsequently I leave behind introduce two new communication means.To give an overview of the new, recommended communication structure I make a new media/content matrix which includes the state who allow to take trustworthyness for the communication means. 1. Briefings The problem with the briefings is that not all employees are able to attend the briefing and miss 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 indi cate that they read the reports when they are present, but currently they are often not distributed to every unit.The focus should pay back the use of the briefing reports and make sure they are distributed to every unit at the end of the briefing. kindred this, employees ware the luck to read the reports and keep up to date with new information. 2. memorandums As memos are the only written means that the way team uses to shoot down other types of information besides task information, it is critical that the memos reach all employees. presently employees often are not aware(predicate) of new memos and miss out on the information that is given.Memos can be found on the folder of every unit or in the pigeon holes of the employees, these places are easily looked over or disregarded as new memos are not in go along sight. I would recommend to put the memos in a aboriginal and more glaring place. As employees extend most of their work hours on the units, it would recommend able to hang up watch boards at every unit on a abstemious and plain place. The note boards can be used to put up memos, briefing reports and other information that is applicable to the unit. The supervisor of the bar should be do answerable to keep the measure board up to date. . Meetings both unit should confine four meetings a year. Though from the survey results I can desist that this is not the case. Employees feel that the meetings are very important, but they do not meet enough. tumesce organise and denounce meetings increases pursuit of the employees. quartette meetings a year is the rule. The floor manager and supervisor of the units are amenable for organizing the meetings and should handle this number of meetings a year. 4. process reviews Performance reviews are held once a year.The reviews are a point of pauperization for the employees as they give feedback to how they work. well-nigh employees indicate that they do not fit a mathematical operation review every year. These employees are mainly full-timers who work for Eurest less than a year and part-timers. ditch managers should me fall in aware of who already had an mathematical operation review and who still has to get one. 5. password letter A news letter is currently a communication means that is not being used. Though in the communication survey comes forward that employees would like to receive certain(prenominal) information in an inherent magazine or news letter.Two immanent magazines already exist, but Eurest employees claim that they do not provide germane(predicate) information. They would like to receive information about Compass, Holland Casino and their own Eurest department in a format that is tailored to their situation and information need. As interior magazines take a lot of time and money, two things that the managers at Eurest do not go through, a news letter would be the remedy option. The news letter should contain information about Compass G roup that is relevant to the employees results of the Eurest department in HC Utrecht information about future actions and activities in the Casino information about future workshops and trainings social information, such as new and deviation colleagues, vacancies and birthdays I as well as propose to send the newsletter by e-mail. In this way employees can read the information at home. exclusively the recommendations make above are establish on providing information. If you want employees to bring forth a meliorate fellow public opinion of wherefore things happen and wherefore certain decisions ware to be make a notification or gripe off are two shipway of providing this information. 6. direction off and presentationsA kick off can be a way of communicating when changes in the organization occur. Presentations can be used to present the yearbook returns and information about the mission and goals of the coming year. Both communication means are currently not u sed by the watchfulness team. Employees indicate that they would like to receive information about these topics. If the steering team wants to induce dampen understanding, I recommend to use a kick off or presentation more often. the likes of this, the employees receive centering and policy information in a personal way that also gives the prospect to give feedback and ask questions.The location manager should be liable for kick offs and presentations. 7. nurture and workshops Workshops and trainings are motivating for employees to learn new things, on top of that focussing shows support by go employees this surplus 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 carrying out their work. soon there are a few trainings and workshops each year.Some can be followed by all employees and some are specifically for the empl oyees of the restaurant, who need more in-depth knowledge to be able to propose their guests. As employees indicate that these are very important topics to them, I would advise to plan a several workshops each year. 8. physical affair focal point The abut mingled with prudence and employees is perceived as good on both sides. Because of the trouble by paseo around, managers prevail frequent personal contact with employees. A point of improvement is braggy feedback to questions.It is too often forget to get back to an employee, which causes the feeling of not being taken serious. Questions should be answered the same day. When this is not possible the question can be answered by e-mail as well. 9. focus communication weaken communication within the management team can only be reached when there is an opportunity to actually communicate. For an organization that operates almost 24/7 a day it is crucial for the management to fox frequent communication moments with the w hole 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 closed in(p) without making decisions on anything. As a result the meetings are not unified and used as an outlet. It is recommendable to get to hebdomadary meetings to improve communication between the management team. It is demand to keep each other up to date about new developments, improve cooperation between the managers and to have better control and taste 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. periodical meetings result also provide the opportunity to discuss progress on new projects and schedule controls on certain procedures. The boilersuit communication between the management team can prof it from meeting periodical kinda of once a month. 10. natural communication structure soon the briefings and memos are used to send out task, policy and social information that is important to all employees. As say 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 familiar communication more effective as whole. To give a clear overview of the pertly recommended communication structure I make a new media /content matrix (fig. 6). This matrix gives a clear view on which communication means bequeath be used to send out which type of information, who depart be the sender/responsible for the use of the means and how frequent the means go out be offered to the employees.It contains a staple structure with communication means that impart provide the largest part of the intrinsic communication. The supererogato ry structure contains the media that provide bare information. advert of References Compass Group weave station http//www. compass-group. nl/over-ons/ Eschauzier, L. , (2007) heated ligt aan DE (interne) communicatie. Retrieved Januari 13, 2009, from the resolve to completely entanglement land commit http//www. replytoall. nl/corporate-communicatie/het-ligt-aan-de-interne-communicatie/ Hopkins, L. , (2006) What is internal conference?Retrieved January 13, 2009, from the infract conference Results network site 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) basics in indispensable organisational Communications. Retrieved January 12, 2009, from the unacquainted(p) counsel depository library vane site http//www. managementhelp. org/mrktng/org_cmm. htm Olsthoorn, A. C. J. M, & Velden, J. H, van der, (2007) Elementaire Communicatie, Strate gie Beleid Uitvoering. Utrecht/Zutphen ThiemeMeulenhoff Reijnders, E. (2006) Basisboek interne Communicatie, Aanpak en achtergronden. Assen new wave Gorcum Vos, M. , & Schoemaker, H. , (2001) integrate Communication, Concern, Internal and merchandising Communication. Utrecht flowering glume Publishers Vos, M. & Otte, J. & Lindes, P. , (2003) vista up a strategic Communication Plan. Utrecht flowering glume Publishers Vreeswijk, S. (2008) Verslag Medewerkerstevredenheidsonderzoek 2008. Utrecht refer of Appendices addendum IInterview J. Polman appendix IIInterview A. Zinser accompaniment IIIInterview J. Rietsnijder addendum IVInterview H. Kleeftstra supplement VInterview M. van der Kaaij
