Question

Answer CASE STUDY 1 There are several challenges in communication that take place in daily life. If we identify the challenges we can eliminate and ensure better understanding among the individuals. We shall take a case study on communication that helps in averting any misunderstanding among the people Ken worked in a research department for a year as a researcher and he was laid off as the entire department was closed due to recession. He decided to meet the CEO for a possible outplacement as the organization had several other departments to accommodate him. However the secretary of the CEO, Diana did not permit Ken to meet by saying that CEO was busy. Ken returned without meeting the CEO. He got better employment opportunity elsewhere and joined. Ken, being a researcher, wrote an article for an international journal while working in the research department. It was published after 9 months and received complimentary copies from the publisher. Therefore, Ken wanted to share the successful publication with his former CEO and went to meet him to gift the book as a complimentary copy. Below was the conversation Ken had with the secretary of the CEO. Ken: I would appreciate if you could arrange an appointment with CEO. I want….. (Secretary interrupted) Secretary: Why did you come? We had already handed over your resume to Jim for outplacement. You may go now. Ken: I did not come for employment opportunity. Don’t assume that people would come here for employment only. I have come to gift a complimentary copy where my article featured in international journal. The CEO would be glad to share the success. Secretary: No, No, the CEO sees everything and knows everything as every article publication is known to him. Ken: It is not departmental journal. It is a prestigious journal globally and I want to inform him and gift the book. Secretary: “You will not get appointment. The CEO is busy” said firmly. Ken: I anticipated that CEO would be busy and I have already written the details of my name over the complimenta

Answer 1

There are several challenges in communication present in this case study.

• Assumptions: The secretary, Diana, assumes that Ken is only coming for an employment opportunity, rather than to share news of his successful publication in an international journal. This assumption leads to misunderstanding and miscommunication.

• Lack of active listening: Diana interrupts Ken and does not allow him to fully explain his reason for visiting. This hinders effective communication and prevents Ken from being able to share his news with the CEO.

• Lack of empathy: Diana does not seem to consider Ken's feelings or the fact that he may want to share his success with his former employer.

• Poor customer service: Diana's dismissive and rude behavior towards Ken reflects poorly on the organization and its values.

To improve communication in this situation, it would be important for Diana to actively listen to Ken and allow him to fully explain his reason for visiting. It would also be helpful for her to show empathy towards Ken and consider his perspective. Finally, providing good customer service and treating visitors with respect and kindness would also help to improve communication.

To learn more about communication from the given link.

https://brainly.in/question/16445334

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Answer 2

In this question, we are asked to talk about the challenges of communication in the given case study.

• This case study contains several communication problems.
• Diana, the secretary, believes Ken is merely coming for a job opening rather than to announce the news of his successful publication in a foreign journal. This presumption causes misinterpretation and poor communication.
• Inability to actively listen: Diana cuts Ken off before he can finish describing his visit. Ken is unable to inform the CEO of his news because of this communication barrier.
• Lack of empathy: Diana doesn't appear to care about Ken's feelings or the possibility that he might wish to tell his previous employer about his accomplishment.
• Poor customer service: Diana's treatment of Ken was dismissive and disrespectful, which is bad for the company and its principles.
• Diana needs to listen intently to Ken and give him space to thoroughly explain his visit to increase communication in this scenario. She should also examine Ken's viewpoint and demonstrate empathy for him.
• Finally, offering excellent customer service and being courteous and respectful to tourists will also enhance communication.

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