20221940

Business Communication

CASE STUDY QUESTIONS

1. (a) Briefly describe the phases of the Communication Process (4 marks)

The "message" refers to the information and ideas that you want to deliver. You need to be
clear about what message you want to communicate, and why it's important – what's its
main purpose? This stage involves putting your message into a format that you can send,
and that the receiver will be able to easily understand or "decode." Your success will
depend on your ability to convey information clearly and simply, and to eliminate areas of
confusion.
A key part of being a successful encoder is knowing your audience. Failure to understand
and respect who it includes will likely result in your message "falling flat," and being
misunderstood, dismissed or even ignored. Verbal communications channels include face-
to-face meetings, telephone and videoconferencing. For example, it's not particularly
effective to give a long list of directions verbally, and you'll be better off delivering
sensitive feedback in person, rather than via email.
Confusion will most likely occur at this stage of the Communications Process, though that
doesn't mean it will always be the decoders fault. He might lack sufficient background
knowledge to understand the message, or he might not understand the specific jargon or
technical language that you are using. No doubt, you'll want your audience members to
react in a certain way or take a specific action in response to your message.
Every receiver who enters into the Communication Process brings with them their own
ideas and feelings that influence their understanding of your message, and their response to
it.
Your audience will likely give you feedback as soon as it's seen or heard your message.
For instance, if you're talking about a complex subject, find a simpler way to communicate
it. This will make it easier for everyone in your audience to grasp the subject matter, no
matter their background knowledge.

(b) For each of the phases of the communication process described in (a) above,
briefly identify the major element or event of the case study, that represents that
phase. (4 marks)

(1) sender - The boss

(2) ideas - The company needs to improve its

profitability
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(3) encoding - Reduce the number of claims they approved so that the
company could improve its profitability.

(4) communication channel Memorandum

(5) receiver - Staff members including Vicky

(6) decoding - They are being told to deny claims

irrespective of whether it is justifiable

(7) feedback. - anger, frustration, poor attitude towards boss

and well as the union leader

(c) Identify four (4) of the main goals of business communication (4 marks)

The four goals of business communication are (1) receiver understanding, (2) receiver
response, (3) favorable relationship, and (4) organizational goodwill

(d) Identify two barriers that exist in this case and indicate the event that they are linked to

(4 marks)

a) Physical barriers to non-verbal communication

b) Differences in perception and viewpoint

(e ) For each of the four main goals of business communication identified in (b) above,
state how the actions of Vicky’s boss contributed or failed to contribute to its
accomplishment. (4 marks)

(1) receiver understanding

The message sent by the boss was not clear. It really informs them they should reduce
the number of claims approved in order to improve the profitability of the company.

(2) receiver response

The fact that the memo further to threaten those who do not comply, led to the Boss
failing in the company’s request for positive response.
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(3) favorable relationship

His action did not contribute positively to a favourable relationship. He was very
authoritarian in his attitude towards his staff. Using statements such as : “This is none of
your business. I am in charge of this department” “If you don’t get out of here now, I am
going to the president to get you fired.”

(4) organizational goodwill

His attitude also did not contribute positively to the organizational good will because he
was unwilling to deal amicably to grouses of the staff

(20 marks)