Subject : Business Communication

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Name : LISI K                                                                                                                                     Marks : 80
Course : Bachelors in Management Studies (BMS)
Subject : Business Communication

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Case 1

(20 Marks)

This is written for an English speaking audience who are taken to have a different (probably “Western”) culture and ways of communicating than here in China. It covers what sort of communication can be expected in China, what tensions and misunderstandings may arise, and how to respond. Being an obviously (Caucasian in particular) nonChinese on the streets of China requires a lot of patience and tolerance, or else one may soon feel angry with and a distaste for the Chinese. Tolerance is one of the great virtues of the Chinese people, which allow so many people to live their lives in close proximity with a relatively low level of stress. The frequent shouts of “hello” may seem to be a friendly gesture at first, but soon can become irksome. In the majority of cases the shout of “hello” has no purpose other than to try out the single word of familiar English that the unthinking shouter has, and to see what reaction the foreigner has. Some Chinese, being very friendly in nature, cannot resist the urge to try to communicate with a nonChinese. Unfortunately their attempts can often come across as illtimed and rather obnoxious. Often shouts come from behind or way off to the side, are poorly pronounced and accompanied by giggles or a grin. Sometimes the shouts of “hello” are from someone who wants to sell something or someone who wants to warn of a danger or let you know you’ve dropped something, and this is the only way they know to get the “foreigner’s” attention. “Hello" – the response Usually the best way to respond to the multiple random greetings is a friendly “hello” or ignoring them completely if it is obviously someone trying to sell something you don’t want. Don’t say “nihao” unless you want to start a conversation in Chinese or you want a (often notwellconsidered) comment about how good your Chinese is. If you use your Chinese, ignore the almost routine comments about how good your language skills are. They are seldom a good indication of your linguistic correctness, but just an encouragement to keep studying and a mark of appreciation for trying to learn Chinese. These comments often follow a mistake, so ignore the apparent insincerity. Helpful criticism and correction are seldom given as it is seen as impolite and may make you lose face. In fact, when you are understood and there is an absence of such comments, then you have probably achieved the required level, and are starting to be treated like a Chinese speaker, instead of a foreign student. We have produced a guide to the Chinese language with a number of useful phrases.


Answer the following question.

Question. 1. Discuss the reasons for a relatively low level of stress in China.

Answer: China is undergoing a rapid transition from rural to urban dominated economy. Economy is booming, social structures are changing, ecosystems are stressed, and sustainability is challenged. We analysed the socioeconomic and environmental vulnerability of river systems that are entirely or partly located in the continental part of China. One-third of the mankind inhabit the area covered by this study. Six stress factors (governance,



Question. 2. Give your views on the case.

Answer: We analysed China's continental territory as 21 river systems (Fig. 1 and Table 1; Fig. S1, Tables S1 and S2 in Online Supplement), of which 16 drain to oceans (we call these subsequently ‘open basins’) while five are endorheic (interior/closed)



Case 2

(20 Marks)

The TelstraClear team wanted the tools to appear visually interesting and attractive, and to keep the text firstperson and friendly. The exception to this is in emergency situations when messages and commands require more immediacy. In these instances popup templates have been designed that relay the situation using ‘emergency’ colours of oranges and reds. A series of visual templates have also been developed for specific audiences, as well as sets of screensavers (customer profiles and staff benefits, for example) so each has a specific look and feel. TelstraClear recognized from the start that the tools, particularly the screensavers, need to be current and change regularly to maintain their impact and interest. SnapMags are now being adopted by various business groups across the organization to target specific information and news to their teams, and popup alerts are also starting to be used by project teams. They can see the valueadd the popups provide with instant messaging and fewer emails. Also, there is added value in being able to track who has – or hasn’t read – the popups. We’ve now go to the point where teams are coming to us and asking “can we use SnapComms too…” The bright, fun and colourful screensavers have met with overwhelming appreciation and staff are enthusiastic about new ones. They are simple to execute and are immediate and impactful.” Head of Communications, Diane Robinson

Answer the following question.

Question. 1. Why Telstra Clear have found screensavers invaluable? Explain the benefits of screensavers.

Answer: The TelstraClear team wanted the tools to appear visually interesting and attractive, and to keep the text firstperson and friendly. The exception to this is in emergency situations when messages and commands require more immediacy. In these instances popup templates have been designed that relay the situation using ‘emergency’ colours of oranges and reds. A series of visual templates have also been developed for specific




Question. 2. Comment on the Head of Communications, statement “They are simple to execute and are immediate and impactful.”

Answer: The company adopted the Snapmag tool to circulate a digital newsletter “Info line”. In addition, a desktop pop-up message was designed to have the same look and feel as the magazine and is used to notify staff when editions are published. Hence staff working in any location and at any time of the day or night know it’s there.

TelstraClear also use the Screensavers to





Case 3

(20 Marks)

Domino’s Pizza was embroiled in a viral crisis situation when two rogue employees posted videos of adulterated food on YouTube in April 2009. Tim McIntyre, Vice President of Communications, was part of the internal team that delivered the company’s crisis communication plan through Twitter and YouTube. What makes this story so compelling is the social media aspect of both the crisis itself and the strategy for managing the crisis by integration of the same media. The efficacy of best practices and principles of crisis management in the age of social media.

Answer the following question.

Question. 1. Assess the decision of Vice President of communication, Domino’s Pizza to integrate the same medium that sparked the crisis into the strategies to manage the situation.

Answer: Domino’s Pizza was embroiled in a viral crisis situation when two rogue employees posted videos of adulterated food on YouTube in April 2009. Tim McIntyre, Vice President of Communications, was part of the internal team that delivered the company’s crisis communication plan through Twitter and YouTube. What makes this story so compelling is the social media aspect of both the crisis itself and the strategy for


Question. 2. Give an overview of the case.

Answer: The way in which companies communicate with stakeholders during a crisis event is rapidly changing with the 24-hour access provided by the Internet, Facebook, Twitter, and YouTube. Public relations practitioners and other communication executives are struggling to craft messages and maintain control of the flow of messages within this dynamic landscape. As Schiller (2007) explains, in “times of crisis, while corporate communication executives are preparing manicured statements, customers are [simultaneously] blogging, e-mailing and posting photos out of rage and desperation because the very people who should be listening


Case 4

(20 Marks)

Communicating planned and unplanned outages The IT area uses the desktop alert channel as an outage notification tool to communicate both scheduled and unplanned outages and to keep hospital staff updated with any issues around system downtime. Ghasemi says, “We find it to be very effective because you can focus desktop messages to certain groups… let’s say certain clinical applications and PCs that have that application on it. You can send that desktop message only to those people and specifically tell them what you expect them to do.” Outside the IT area SnapComms is mostly used by the clinical administration departments that need to be able to notify hospital staff in the event of an emergency occurring such as fire, infant abduction or hazardous material spills. Reaching dispersed hospital staff with training and quizzes QHN also use the staff survey and staff quiz tool to collect information and for training purposes. For example, resident clinical staff need to be educated on certain procedures and processes. But it’s difficult to get doctors, students and everyone else together at the same time. So presentations and training documentation have been created that embed a quiz at the end, which staff take once they have gone through the material. IT then sends the relevant department a spread sheet of who has taken the quiz, together with trainees’ marks. The department then manages the communication back to staff.

Answer the following question.

Question. 1. Give an overview of the case.

Answer: Communicating planned and unplanned outages The IT area uses the desktop alert channel as an outage notification tool to communicate both scheduled and unplanned outages and to keep hospital staff updated with any issues around system downtime. Ghasemi says, “We find it to be very effective because you can focus desktop messages to certain groups… let’s say certain clinical applications and PCs that have that application on it. You can send that desktop message only to those people and specifically tell them what you expect


Question. 2. Why an outage notification on desk top is preferred? Discuss.

Answer: A Desktop Alert is an electronic message that appears on employee computer screens. It bypasses email systems completely, displaying as a pop-up message window directly onto any device's screen. Text, images and hyperlinks can feature with an Alert. 

Its unmissable format is ideal for high priority
Dear students get fully solved assignments
Send your semester & Specialization name to our mail id :

  “ help.mbaassignments@gmail.com ”
or
Call us at : 08263069601
(Prefer mailing. Call in emergency )


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