Communications Question
Kingdom of Saudi Arabia Ministry of Education Saudi Electronic University College of Administrative and Financial Sciences Assignment 2 Communications Management (MGT 421) Due Date: 30/3/2024 @ 23:59 Course Name: Communication Management Student’s Name: Sarah Almashouq Course Code: MGT421 Student’s ID Number: S190110361 Semester: 2nd Semester CRN:24041 Academic Year: 2023-24-2nd For Instructor’s Use only Instructor’s Name: Students’ Grade: /10 Level of Marks: High/Middle/Low General Instructions – PLEASE READ THEM CAREFULLY • • • • • • • • • The Assignment must be submitted on Blackboard (WORD format only) via allocated folder. Assignments submitted through email will not be accepted. Students are advised to make their work clear and well presented, marks may be reduced for poor presentation. This includes filling your information on the cover page. Students must mention question number clearly in their answer. Late submission will NOT be accepted. Avoid plagiarism, the work should be in your own words, copying from students or other resources without proper referencing will result in ZERO marks. No exceptions. Use APA reference style. All answered must be typed using Times New Roman (size 12, double-spaced) font. No pictures containing text will be accepted and will be considered plagiarism). Submissions without this cover page will NOT be accepted. Learning Outcomes: 2.1: Perform all communication abilities, including thinking, writing, speaking, listening, and assessing the technology. 3.1: Analyze effective business letters, memorandums, and case studies. Assignment Structure: Assignment-2 Type Part-1 Part-2 Total Marks 5 5 10 Part -I (5 Marks) Think of an important email or other electronic communication which you have sent, and the other person misunderstood your emotions and/or intent. On that experience, answer the following questions. 1) How did the other person respond? (1Mark) 2) Did you think the response was fair? (1Mark) 3) Why did this person misunderstand? (1Mark) 4) Did the lack of richness of the communication channel have an impact? (1Mark) 5)How could you have written or approached your message differently to avoid misunderstandings? (1 Mark) Part -II (5 Marks) 1. Suppose you bought a new printer from ABC Ltd Company. The printer is not functioning properly. Write a claim letter to a company asking them to compensate you for the defective printer. (2.5 Marks) 2. Now, assuming you are the claims supervisor in ABC Ltd company, what communication channel would you choose and why? (2.5 Marks). Note: Assignment word limit is minimum 500 words. 1. The other person responded defensively, questioning why I seemed upset in the email. Despite my efforts to convey a neutral tone, the recipient interpreted my message as confrontational or irritated. This defensive response suggests a misunderstanding of my intentions, as I didn’t intend to express frustration but rather to convey important information or feedback. The lack of face-to-face interaction or vocal cues likely contributed to this misinterpretation. 2. No, I didn’t think the response was entirely fair. While I empathized with their confusion, I felt they could have asked for clarification instead of assuming my emotions. This assumption led to a defensive reaction rather than an open dialogue to address any concerns or misunderstandings. A fair response would have involved seeking clarification or expressing their own perspective before jumping to conclusions. 3. This person misunderstood because written communication lacks tone and non-verbal cues. Without the ability to hear the tone of my voice or see my facial expressions, it was challenging for them to discern the intended tone of my message. As a result, they may have projected their own assumptions or emotions onto my words, leading to a misinterpretation of my intent. 4. Yes, the lack of richness in the communication channel definitely had an impact. Written communication, such as emails or text messages, often lacks the nuances of faceto-face interaction. Without vocal inflections or facial expressions, it’s easy for emotions and intent to be misinterpreted. This limitation highlights the importance of choosing the appropriate communication channel based on the complexity and sensitivity of the message being conveyed. 5. To avoid misunderstandings in the future, I could have approached my message differently by using clearer language and explicitly stating my emotions and intent. Providing context or framing the message in a more neutral tone could have prevented misinterpretation. Additionally, following up with a phone call or in-person conversation would have allowed for real-time clarification and ensured that my message was understood correctly. This approach would have fostered better communication and reduced the likelihood of misunderstandings. Part -II 1. letter Dear Sir/Madam, I am writing to express my dissatisfaction with a recent purchase I made from your company. On 22/3/2024 , I bought a Havvannah printer from your store, expecting it to function efficiently. However, upon setting it up, I encountered numerous issues. The printer constantly jams paper, resulting in wasted time and resources. Despite following the troubleshooting steps outlined in the manual, the problem persists. This has severely hindered my productivity and caused frustration. As a loyal customer of ABC Ltd Company, I am disappointed by the subpar quality of the printer. Therefore, I kindly request compensation for the defective product. I believe it is only fair to either receive a replacement printer or a refund for my purchase. I hope to resolve this matter promptly and amicably. Please contact me at your earliest convenience to discuss further steps. Thank you for your attention to this matter. Sincerely, Sarah Almashouq 2. As the claims supervisor in ABC Ltd Company, I would choose a direct communication channel such as email or phone. These channels allow for prompt and personalized responses, enabling efficient resolution of the customer’s issue. Additionally, they provide an opportunity for clarification and empathy, which are crucial in handling customer complaints effectively. Moreover, using these channels allows for documentation of the communication process, aiding in tracking and managing claims efficiently.
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