English 105: Barriers to Communication Classwork: 2 Spring 2021

1. Read the passage carefully and answer the questions:(13 marks)

There are several challenges in communication that take place in daily life. If we identify
the challenges, we can ensure better understanding in business. Analyze the following case
study to identify the barriers to communication/intercultural communication and set up
more effective communication methods for the scenario given below:

Clara is waiting in her supervisor Michael’s office. She has come to talk to Michael about a
problem concerning this week’s staff schedule. The staff schedule is a weekly outline at their
office that mentions everyone’s names and gives details of their weekly projects. However, this
paper does not have any dates mentioned in it, which always confuses the office staff about when
they are supposed to come to work. Clara has wanted to talk to Michael for a few days, and has
emailed him to ask for a meeting. But because he is her boss, she does not have the nerve to just
come into his office. She is feeling very scared, and is standing at Michael’s door, not coming
into the office. Michael is irritated by this. He calls her in, using a rough tone. Clara is surprised
by how angry he is acting with her. Clara does not know however, that Michael has been trying
to call her for a few days on her cells, and he is angry because he has not been able to get in
touch with her. Clara’s cell phone is an older model that constantly dies, so she is unreachable
often. Michael did not get Clara’s email either, as it went to the spam folder of his laptop. When
Michael turns to her, it’s clear he’s in an angry mood. Clara is nervous and upset by this. He does
not look directly at Clara, staring at his computer instead. He does not ask her to sit, and asks in a
rude tone, “What do you want?” Clara cannot hear him, as in any case the sound from the traffic
outside is loud. John yells at her. Clara is hurt, but she says, “Several weeks ago, I asked for a
day off this Saturday as it is my sister’s wedding, Sir. I just looked at the week’s schedule today,
and I see I’m working all week.” Michael answers that he has given Clara the 20th of June off, as
she asked. Clara is shocked as 20th of June is next week, and it is this week’s Saturday, that she
wants off. Clara realizes she didn’t specify the date, she just said “Saturday” in her request to
Michael. When she asks for the new date, Michael replies angrily, “Damm it, Clara, you are
such a stupid idiot sometimes! I gave you what you wanted and it’s your fault if you messed
up the dates! Too bad! I’m not gonna reschedule to suit your family’s needs. It’s your own
damn problem now!” 1

(A) Identify and discuss FIVE barriers to communication in this situation between
Clara and Michael. (5X2=10 marks)
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2. ________________________________________________________________________
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3. ________________________________________________________________________

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4. ________________________________________________________________________

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5._________________________________________________________________________

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(B)Identify TWO non-verbal ways Michael is acting unprofessionally with Clara.

(01 mark)
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(C)Rewrite Michael’s comment to Clara (Underlined) in a professional, formal register.

(2 marks)

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