Assignment 1

Communication skills
Submission date: By 17th October 2022
Dear students:
Kindly note the following points:
 Assignment must be hand written.
 No copying from any source is allowed. Copied content will be marked “0”.
 Use A4 sheets to make assignment
 Staple the pages. No need of folder.
 Attempt set of question according to your UID

22BBA1021 22BBA1021 22BBA1022 22BBA1022

2 7 3 8
MOHD. ARYAN SHIVAM Dhruv
SABIR SHARMA SINGH Sharma
AHEMED
22BBA1021 22BBA1021 22BBA1022 22BBA1022
3 8 4 9
Mamta Ayush Ayushman HAMENT
Pareek Kumar Tripathi

22BBA1021 22BBA1022 22BBA1022 22BBA1023

4 0 5 0
VISHAL
CHOUDHAR
SET 1 PRAGUN
SET 2 DEEPANSH
U JUNEJA
SET 3 Ashutosh
Gautam
SET 4
Y
22BBA1021 22BBA1022 22BBA1022 22BBA1023
5 1 6 1
Harjas Singh Mehak KARANVEE Gopal Gorai
R SINGH

22BBA1021 22BBA1022 22BBA1022 22BBA1023

6 2 7 2
Arpit Kumar Rakesh Krisha Trisal ARJUN
Mishra Kumar SINGH
22BBA1023 22BBA1023 22BBA1024 22BBA1025
3 9 5 0
MAITREE VIDHI SHARVAN Anjali
Kumari

22BBA1023 22BBA1024 22BBA1024 22BBA1025

4 0 6 1
NAVEEN PAYAL SACHIN Vanshika
KUMAR THAKRAL Kapoor
LAKHLAN
22BBA1023 22BBA1024 22BBA1024 22BBA1025
6 1 7 2
Gaurav
Surve
SET 5 Taranpreet
Kaur
SET 6 STELIN
KHURAIJAM
SET 7 Mohd
Toheed
SET 8
Malik
22BBA1023 22BBA1024 22BBA1024 22BBA1025
7 2 8 4
Simran ANANYA Soumya Harsh Deep
Sharma BHARADWA Shankar
J
22BBA1023 22BBA1024 22BBA1024 22BBA1025
8 4 9 5
TEJAS PIYUSH RAHUL SUBHANGI
BANSAL CHOUDHAR CHOUDHAR KUMARI
Y Y

22BBA1025 22BBA10262 22BBA1026 22BBA1027

6 ARIJIT 8 3
CHETAN HALDER GURLEEN Anubhav T
KOUR K

22BBA1025 22BBA10263 22BBA1026 22BBA1027

8 CHANDAN 9 5
Heena BANSAL SAKSHI Kostav
Taneja Sharma

22BBA1025 22BBA10265 22BBA1027 22BBA1027

9 SHUB 0 6
Bhavnit
Singh
SET 9 KARMANDEE
P SINGH
SET 10 Prabhjot
Singh
SET 1 Rohini
Pandey
SET 2
Sandhu
22BBA1026 22BBA10266 22BBA1027 22BBA1027
0 Joyabrata 1 7
Vaishnavi Dey LAKSHIKA PITAMBER
Kumari GOYAL

22BBA1026 22BBA10267 22BBA1027 22BBA1027

1 SHIVAM 2 8
Himanshu KUMAR HRIDAY ANSH
Ranjan JOSHI KAPOOR
22BBA1027 22BBA1028 22BBA1028 22BBA10294
9 4 9 YASHVEER
Vishvendra NIDHISH Manas KUMAR
Singh GOYAL Yadav

22BBA1028 22BBA1028 22BBA1029 22BBA10295

0 5 0 ABHISHEK
LAKSHYA NITYA ANSH KUMAR
PANDEY CHAUDHAR PANWAR
Y
22BBA1028 22BBA1028 22BBA1029 22BBA10297
1 6 1 ANSHIKA
PEEHU
GUPTA
SET 3 Abinash
Rath
SET 4 ARCHITA
SET 5 MAHAJAN
SET 6

22BBA1028 22BBA1028 22BBA1029 22BBA10298

2 7 2 SIRJANPREE
DIVYANSHI SWARYUSH Aman T SINGH
DUTTA I DEV Kumar SETHI
Gupta
22BBA1028 22BBA1028 22BBA1029 22BBA10300
3 8 3 SHUBHANGI
Shivam Kuntal Aaditya
Kumar Ghosh Sharma

22BBA1030 22BBA1030 22BBA1144

1 8 2
DEEPAK JITISHA ASHVANI
KUMAR GUPTA RAJ

22BBA1030 22BBA1030 22BBA1144

2 9 4
KANAV Nancy HARSHIKA
JANDIAL AGRAWAL

22BBA1030 22BBA1031 22BBA1144

4 0 5
AKASH
KUMAR
SET 7 Anshu
Munjal
SET 8 MBOMBO
MUSAU
SINGH SEPHORA
22BBA1030 22BBA1031 22BBA1144
5
PRATHAM
1
ABHAY
7
RIVA
SET 9
KUMAR KHURANA
JAISWAL
22BBA1030 22BBA1035 22BBA1144
6 2 8
KEABETSO JAHANVI AMAN
E NKOKO RAJITA YADAV
NAG
22BBA1161
9
NISHITA
SAKLANI
22IBB10050
HRIDEY
SACHDEVA
 (SET 1)
A. Analyse the following case and answer the questions:
Judy is a unit clerk in an outpatient pediatric clinic. It is an especially busy day, and the second
unit clerk has called in sick for the day. A young mother arrives for her 10:30 appointment a few
minutes late, carrying a very upset, and crying, 4- month-old baby boy. The mom says “I am so
sorry I am a little late; it was hard to get him here. He’s SO sick!” Without looking up, Judy sighs
heavily and says, “You’re going to have to wait now, three people are ahead of you.” She turns
her chair away from the mother and mumbles, “First, you need to fill out this new paperwork.”
Judy cannot see that the young mother has started to cry. Judy hands her the paperwork, again
without looking at her. The mom asks, “Can I have a pen please?” Judy rolls her eyes, and
searches her drawer for a pen. She hands her the pen as she answers the phone.
Questions:
1. What could Judy have done to improve the interaction with the mother?
2. What could the mother have said to Judy to improve the situation?

B. Analyse the following case and answer the questions:

You are a few years out of respiratory therapy school and are working at a local hospital
specializing in gerontology. It’s a great place to work with room for advancement and the ability
to be active in many areas of the hospital that interest you. The hospital is rapidly growing and
your manager mentions the need to hire someone to work in a new program for community
outreach and asks if you might know someone. You immediately think of your friend Bob. He
minored in Marketing Communication and always had an outgoing and friendly demeanor. He’s
been working for a non-profit organization focusing on social media marketing. You reach out
to Bob and pass on his resume to your boss.

When Bob shows up for the interview, you are a bit unsettled and shocked. You had mentioned
to him that the hospital environment is traditional and conservative, with professional attire as
the norm. You also informed him the job would be interacting with an aging population—
potential and existing clients, families, and hospital administrators. Bob arrives wearing a suit
and tie but he also has a series of facial adornments including a nose ring, eyebrow ring, and
very large ear gauges.

You are worried that your boss will think you have wasted her time with a candidate who
clearly is less serious about this important role for the hospital. You are angry with Bob.

Question for discussion:

1. Why might Bob have failed to consider the meaning of “conservative and professional
attire”?
2. If you could go back in time and start the situation over, would you be more specific with
Bob? If so, what more could you have done to prepare him? Or would you now choose not to
recommend him at all?
3. What could Bob have done in advance of the interview to determine if his personal
adornment would be of significance?
4. What else might you do in this situation?

(SET 2)
A. Analyse the following case and answer the following question:
The Nakamura Lacquer Company (NLC) of Kyoto, Japan, employed several thousand men and
produced 500,000 pieces of lacquer tableware annually, with its Chrysanthmum brand
becoming Japan's best known and bestselling brand. The annual profit from operations was
$250,000.
The market for lacquerware in Japan seemed to have matured, with the production steady at
500,000 pieces a year. NLC did practically no business outside Japan.
In May 2000, the ambitious and dynamic, Mr. Nakamura (Chairman, NLC) received two offers
from American companies wishing to sell lacquer ware in America.
The first offer was from the National China Company. It was the largest manufacturer of good
quality dinnerware in the U.S., with their “Rose and Crown” brand accounting for almost 30% of
total sales. They were willing to give a firm order for three years for annual purchases of
400,000 sets of lacquer dinnerware, delivered in Japan and at 5% more than what the Japanese
jobbers paid. However, Nakamura would have to forego the Chrysanthemum trademark to
“Rose and Crown” and also undertake not to sell lacquer ware to anyone else in the U.S.
 The second offer was from Sammelback, Sammelback and Whittacker (henceforth SSW),
Chicago, the largest supplier of hotel and restaurant supplies in the U.S. They perceived a U.S.
market of 600,000 sets a year, expecting it to go up to 2 million in around 5 years. Since the
Japanese government did not allow overseas investment, SSW was willing to budget $1.5
million for the next two years towards introduction and promotion. Nakamura would sell his
“Chrysanthemum” brand but would have to give exclusive representation to SSW for five years
at standard commission rates and also forego his profit margin toward paying back of the $ 1.5
million.
Question: What should Mr. Nakamura do?

B. Analyse the following case and answer the questions:

Mr. and Mrs. Sharma went to Goodlands Apparel Store to buy a pullover. Mr. Sharma
did not read the price tag on the piece selected by him. At the counter, while making the
payment he asked for the price. The shopkeeper informed him that the price was Rs
950/-. Meanwhile, Mrs. Sharma who was still shopping came back and joined him. She
looked at the pullover tag and noticed that there was a 25% discount on it. Mr. Sharma
was thrilled to hear that. “It means the price of this pullover is just Rs 712/-“said Mr.
Sharma. He decided to buy one more pullover in green color. When he received the
cash memo for payment, he was astonished to find that he had to pay Rs 1900/- and
not Rs 1424/- as he had calculated. Mr. Sharma could hardly reconcile himself to the
fact that the counter person had quoted the discounted price which was Rs 950/-. The
original price printed on the price tag was Rs 1266/-.
 
Answer the following questions:
Q1. Identify the sources of Mr. Sharma’s information.
Q2. What Mr. Sharma should have done to avoid the misunderstanding?
Q3. Who is to blame for this communication gap?

(SET 3)
A. Analyse the following passage and answer the question that follows:
A multi-national organisation operates in various countries including Australia, Vietnam,
India, Oman, and Nigeria. The organisation manufactures and distributes agricultural
equipment to local and international clients. In total the organisation has 8,000
employees in five countries and more than 1 million customers worldwide. The head
office is based in Australia. In recent years the organisation is facing several
communication challenges.
They include:
Ineffective use of social media such as blogs, wikis, social networks to support teams in
sharing ideas, building knowledge bases and task management.
Lack of quality feedback from clients on ways to improve product quality and service
delivery
Misunderstandings and lack of trust based upon intercultural communication issues in
different contexts.
 
Q1. What strategies and plans would you develop to improve communication at all
levels?

B. Analyse the following passage and answer the question that follows:
 As Sam is strolling through the lanes of the Faculty Enclave in the University, Uncle
Daniel beckons him over to try his searing chocolate cookies, “Careful, hey! These are
all for you, my boy.” Sam loves chocolates and everything involving cocoa. “Aaah!”,
cries Sam when his little soft fingers touch the cookies impatiently. 
 “I told you, Sam. I just took them out of the oven.”
 Sam clearly isn’t in a mood to listen. He rushes into his home and clangs the door shut,
crying out loud as he runs into Moira. 
“Uncle...hurt...uncle...hurt…”
 Startled, Moira asks Sam, “My dear, what makes you so uneasy?”
Sam tries hard to repeat, “Unc...hu...uncle...hurt…Da..Neee..La...Unc”
 “Oh my child, I wish I could understand your prattle.”, says Moira as the doorbell rings
and Daniel it is. 
 “I’m afraid Sam is still mad at me.” 
 Moira takes a moment and realises what Sam had been trying to articulate. 
“Thank you, Daniel, for the lovely cookies!”
 
Q1. Explicate the communication barriers that can be pointed out in the aforementioned
case. Suggest a solution to overcome the same.
Q2. How do you think technology can help specially abled or blind people overcome
communication barriers?
(SET 4)

A. Analyse the following passage and answer the questions that follow:
 One common complaint employees voice about supervisors is inconsistent messages –
meaning one supervisor tells them one thing and another tells them something different.
Imagine you are the supervisor/manager for each of the employees described below. As
you read their case, give consideration to how you might help communicate with the
employees to remedy the conflict.
 Harry is a 28-year old foodservice manager at a famous restaurant. Harry is
responsible for supervising and managing all employees in the back of the house.
Employees working in the back of the house range in age from 16 years old to 55 years
old. In addition, the employees come from diverse cultural and ethnic backgrounds. For
many, English is not their primary language. Harry is food safety certified and tries his
best to keep up with food safety issues in the kitchen but he admits it’s not easy.
Employees receive “on the job training” about food safety basics (for example,
appropriate hygiene and handwashing, time/temperature, and cleaning and sanitizing).
But with high turnover of employees, training is often rushed and some new employees
are put right into the job without training if it is a busy day. Eventually, most employees
get some kind of food safety training. The owners of the restaurant are supportive of
Harry in his food safety efforts because they know if a food safety outbreak were ever
linked to their restaurant; it would likely put them out of business. One day Harry comes
to work and is rather upset even before he steps into the restaurant. Things haven’t
been going well at home and he was lucky to rummage through some of the dirty
laundry and find a relatively clean outfit to wear for work. When he walks into the
kitchen, he notices several trays of uncooked meat sitting out in the kitchen area. It
appears these have been sitting at room temperature for quite some time. Harry is
frustrated and doesn’t know what to do. He feels like he is beating his head against a
brick wall when it comes to getting employees to practice food safety. Harry has taken
many efforts to get employees to be safe in how they handle food. He has huge signs
posted all over the kitchen with these words: KEEP HOT FOOD HOT AND COLD
FOOD COLD and WASH YOUR HANDS ALWAYS AND OFTEN. Hand sinks, soap,
and paper towels are available for employees so that they are encouraged to wash their
hands frequently. 
 
Q1. What Standard Operating Procedures (SOPs) would be helpful for Barry to
implement and enforce?                                                                         
Q2. Mention some ways Harry might use effective communication as a motivator for
employees to follow safe food handling practices?   

B. Analyse the following passage and answer the question that follows:
 Until the early 1900's, Americans were not extremely concerned about their futures as
they became older. The major source of economic security was farming, and the
extended family cared for the elderly. However, the Industrial Revolution brought an end
to this tradition. Farming gave way to more progressive means of earning a living and
family ties became looser; as a result, the family was not always available to take care
of the older generation. The Great Depression of the 1930's exacerbated these
economic security woes. So in 1935, Congress, under the direction of President
Franklin D. Roosevelt, signed into law the Social Security Act. This act created a
program intended to provide continuing income for retired workers at least 65 years old,
partially through the collection of funds from Americans in the work force. Much
organization was required to get the program underway, but the first monthly Social
Security checks were issued in 1940. Over the years the Social Security Program has
metamorphosed into benefits not only for workers but also for the disabled and for
survivors of beneficiaries, as well as medical insurance benefits in the form of Medicare.
 
Q. What is the primary purpose of the author behind mentioning depression?

(SET 5)
A. Analyse the following case and answer the questions:
Sofia works for a company. Her head of quality, Mr Liam, suggested that the company
needed to improve the planning and scheduling of the machining and tooling
department. All companies that have machine production must do this. They had
appointed Mr. Mason, to schedule this department but they needed someone that could
do it much more in detail and ahead of time.
Eventually, the supervisor of the machining department, Mr Samuel was elected to be
the best person for this job, so the CEO of the company decided that Mr Mason. had to
train Mr Samuel. and explain the method he followed for the planning. Mr Mason. is
known to be someone that likes to work the way he wants to work! In other words, he is
not known for being someone that listens to other people’s opinion, so Mr Samuel who
was much younger had some difficulty getting information out of Mr Mason.
This problem had been planned. In fact, before this project started there had been at
least two separate meetings, one together with Mr Mason. in which the steps of the
projects were planned and agreed upon, and one meeting without Mr Mason. where
the relationship issue was discussed with the CEO. Mr Samuel was not satisfied with
the training received by Mr Mason. and more than once explained that he could not start
scheduling the machines if he had not received more information from Mr Mason.
After he explained this simple point to the CEO, he almost lost his job and was told that
“there are other people out there that can do your job!”. Mr Samuel. almost left the
company, but eventually decided to continue and asked for help from other members of
the company and understood that there were important elements missing. He had very
poor tools that could not help him understand what had to be scheduled, there was no
method and the MRP (Material Requirement Planning) was missing. Without this basic
information there was no way that he could receive the correct data from the MRP and
start planning.
 
Q1. How could Mr. Samuel have communicated with Mr Mason for better outcome?
Q2. What are the common communication issues presented in the case study above?

B. Analyse the following case and answer the questions:

 Rohit is a 35 years old Manager in a Chemical distributing firm. He is responsible for
supervising and managing all the employees in the office. Employees working in the
office are between the age of 18 years old to 55 years old. In addition, the employees
come from diverse cultural and ethnic backgrounds. For some of the employees,
English is not their primary language.
 Rohit always works hard and tries to keep up with the safety issues in the office while
dealing with the packaging or delivering chemicals in the office. He keeps the safety of
the employees as his priority but he admits it’s not easy while dealing with chemicals.
Employees receive the training sessions about chemical safety basics as how to keep
different chemicals in different temperature zones, and hygiene, cleanliness and
sanitization. The employees respect and appreciate his support and efforts towards his
employees. The owner of the firm is also very supportive of Rohit in his efforts towards
safety because he knows any kind of chemical leakage or outpouring from the
packaging can cause a huge trouble in the office. Still, the owner knows that there are
additional costs for training and making sure all the stuff is handled safely.
 One day Rohit comes to work and is rather upset even before he steps into the office.
He seemed to have a really bad time at his home as he kept murmuring about some
problems with his family. When he went into the store room of the office, he notices that
there are a few bottles of a particular diluted acid dripping on the floor due to reckless
handling of the packages on the same shelf. And, he also notices that some of the
packets which need to be kept at a lower temperature in the fridge are still lying on the
storeroom cupboards. He feels extremely frustrated and doesn’t know what to do. He
feels like casting pearls before a pig when it comes to getting employees to practice
these safety measures while dealing with chemicals.
 Rohit has taken many steps to get employees to be safe in how they handle chemicals
especially the concentrated ones. He has huge signs and posters posted all over the
office and storeroom with different words like: CHECK CHEMICAL TEMPERATURE,
KEEP ACID BOTTLES SEPARATELY, DO NOT MIX ACID BOTTLES, WEAR GLOVES
ALWAYS, WASH YOUR HANDS AND SANITIZE, ETC. All employees are provided
with body-suits and gloves so that when they start their work they do not harm
themselves by spilling liquid acids on themselves. Hand sinks, soap, and paper towels
are available for employees so that they are encouraged to wash their hands frequently.
 
QUESTIONS:
1. Mention the apparent gaps in communication which you find prevalent in the above
case study.
2. What are some ways that Rohit might use effective communication as a motivator for
employees to follow safe chemical handling practices?
(SET 6)
A. Analyse the following passage and answer the question that follows:
 Until the early 1900's, Americans were not extremely concerned about their futures as
they became older. The major source of economic security was farming, and the
extended family cared for the elderly. However, the Industrial Revolution brought an end
to this tradition. Farming gave way to more progressive means of earning a living and
family ties became looser; as a result, the family was not always available to take care
of the older generation. The Great Depression of the 1930's exacerbated these
economic security woes. So in 1935, Congress, under the direction of President
Franklin D. Roosevelt, signed into law the Social Security Act. This act created a
program intended to provide continuing income for retired workers at least 65 years old,
partially through the collection of funds from Americans in the work force. Much
organization was required to get the program underway, but the first monthly Social
Security checks were issued in 1940. Over the years the Social Security Program has
metamorphosed into benefits not only for workers but also for the disabled and for
survivors of beneficiaries, as well as medical insurance benefits in the form of Medicare.
 
Q. What is the primary purpose of the author behind mentioning depression?
B. Analyse the following case and answer the questions:
Judy is a unit clerk in an outpatient pediatric clinic. It is an especially busy day, and the second
unit clerk has called in sick for the day. A young mother arrives for her 10:30 appointment a few
minutes late, carrying a very upset, and crying, 4- month-old baby boy. The mom says “I am so
sorry I am a little late; it was hard to get him here. He’s SO sick!” Without looking up, Judy sighs
heavily and says, “You’re going to have to wait now, three people are ahead of you.” She turns
her chair away from the mother and mumbles, “First, you need to fill out this new paperwork.”
Judy cannot see that the young mother has started to cry. Judy hands her the paperwork, again
without looking at her. The mom asks, “Can I have a pen please?” Judy rolls her eyes, and
searches her drawer for a pen. She hands her the pen as she answers the phone.
Questions:
1. What could Judy have done to improve the interaction with the mother?
2. What could the mother have said to Judy to improve the situation?

(SET 7)
A. Analyse the following case and answer the questions:
You are a few years out of respiratory therapy school and are working at a local hospital
specializing in gerontology. It’s a great place to work with room for advancement and the ability
to be active in many areas of the hospital that interest you. The hospital is rapidly growing and
your manager mentions the need to hire someone to work in a new program for community
outreach and asks if you might know someone. You immediately think of your friend Bob. He
minored in Marketing Communication and always had an outgoing and friendly demeanor. He’s
been working for a non-profit organization focusing on social media marketing. You reach out
to Bob and pass on his resume to your boss.

When Bob shows up for the interview, you are a bit unsettled and shocked. You had mentioned
to him that the hospital environment is traditional and conservative, with professional attire as
the norm. You also informed him the job would be interacting with an aging population—
potential and existing clients, families, and hospital administrators. Bob arrives wearing a suit
and tie but he also has a series of facial adornments including a nose ring, eyebrow ring, and
very large ear gauges.
You are worried that your boss will think you have wasted her time with a candidate who
clearly is less serious about this important role for the hospital. You are angry with Bob.

Question for discussion:

1. Why might Bob have failed to consider the meaning of “conservative and professional
attire”?
2. If you could go back in time and start the situation over, would you be more specific with
Bob? If so, what more could you have done to prepare him? Or would you now choose not to
recommend him at all?
3. What could Bob have done in advance of the interview to determine if his personal
adornment would be of significance?
4. What else might you do in this situation?
B. Analyse the following case and answer the following question:
The Nakamura Lacquer Company (NLC) of Kyoto, Japan, employed several thousand men and
produced 500,000 pieces of lacquer tableware annually, with its Chrysanthmum brand
becoming Japan's best known and bestselling brand. The annual profit from operations was
$250,000.
The market for lacquerware in Japan seemed to have matured, with the production steady at
500,000 pieces a year. NLC did practically no business outside Japan.
In May 2000, the ambitious and dynamic, Mr. Nakamura (Chairman, NLC) received two offers
from American companies wishing to sell lacquer ware in America.
The first offer was from the National China Company. It was the largest manufacturer of good
quality dinnerware in the U.S., with their “Rose and Crown” brand accounting for almost 30% of
total sales. They were willing to give a firm order for three years for annual purchases of
400,000 sets of lacquer dinnerware, delivered in Japan and at 5% more than what the Japanese
jobbers paid. However, Nakamura would have to forego the Chrysanthemum trademark to
“Rose and Crown” and also undertake not to sell lacquer ware to anyone else in the U.S.
The second offer was from Sammelback, Sammelback and Whittacker (henceforth SSW),
Chicago, the largest supplier of hotel and restaurant supplies in the U.S. They perceived a U.S.
market of 600,000 sets a year, expecting it to go up to 2 million in around 5 years. Since the
Japanese government did not allow overseas investment, SSW was willing to budget $1.5
million for the next two years towards introduction and promotion. Nakamura would sell his
“Chrysanthemum” brand but would have to give exclusive representation to SSW for five years
at standard commission rates and also forego his profit margin toward paying back of the $ 1.5
million.
Q. What should Mr. Nakamura do?
(SET 8)
A. Analyse the following passage and answer the question that follows:
 As Sam is strolling through the lanes of the Faculty Enclave in the University, Uncle
Daniel beckons him over to try his searing chocolate cookies, “Careful, hey! These are
all for you, my boy.” Sam loves chocolates and everything involving cocoa. “Aaah!”,
cries Sam when his little soft fingers touch the cookies impatiently. 
 “I told you, Sam. I just took them out of the oven.”
 Sam clearly isn’t in a mood to listen. He rushes into his home and clangs the door shut,
crying out loud as he runs into Moira. 
“Uncle...hurt...uncle...hurt…”
 Startled, Moira asks Sam, “My dear, what makes you so uneasy?”
Sam tries hard to repeat, “Unc...hu...uncle...hurt…Da..Neee..La...Unc”
 “Oh my child, I wish I could understand your prattle.”, says Moira as the doorbell rings
and Daniel it is. 
 “I’m afraid Sam is still mad at me.” 
 Moira takes a moment and realises what Sam had been trying to articulate. 
“Thank you, Daniel, for the lovely cookies!”
 
Q1. Explicate the communication barriers that can be pointed out in the aforementioned
case. Suggest a solution to overcome the same.
Q2. How do you think technology can help specially abled or blind people overcome
communication barriers?

B. Analyse the following case and answer the questions:

 Rohit is a 35 years old Manager in a Chemical distributing firm. He is responsible for
supervising and managing all the employees in the office. Employees working in the
office are between the age of 18 years old to 55 years old. In addition, the employees
come from diverse cultural and ethnic backgrounds. For some of the employees,
English is not their primary language.
 Rohit always works hard and tries to keep up with the safety issues in the office while
dealing with the packaging or delivering chemicals in the office. He keeps the safety of
the employees as his priority but he admits it’s not easy while dealing with chemicals.
Employees receive the training sessions about chemical safety basics as how to keep
different chemicals in different temperature zones, and hygiene, cleanliness and
sanitization. The employees respect and appreciate his support and efforts towards his
employees. The owner of the firm is also very supportive of Rohit in his efforts towards
safety because he knows any kind of chemical leakage or outpouring from the
packaging can cause a huge trouble in the office. Still, the owner knows that there are
additional costs for training and making sure all the stuff is handled safely.
 One day Rohit comes to work and is rather upset even before he steps into the office.
He seemed to have a really bad time at his home as he kept murmuring about some
problems with his family. When he went into the store room of the office, he notices that
there are a few bottles of a particular diluted acid dripping on the floor due to reckless
handling of the packages on the same shelf. And, he also notices that some of the
packets which need to be kept at a lower temperature in the fridge are still lying on the
storeroom cupboards. He feels extremely frustrated and doesn’t know what to do. He
feels like casting pearls before a pig when it comes to getting employees to practice
these safety measures while dealing with chemicals.
 Rohit has taken many steps to get employees to be safe in how they handle chemicals
especially the concentrated ones. He has huge signs and posters posted all over the
office and storeroom with different words like: CHECK CHEMICAL TEMPERATURE,
KEEP ACID BOTTLES SEPARATELY, DO NOT MIX ACID BOTTLES, WEAR GLOVES
ALWAYS, WASH YOUR HANDS AND SANITIZE, ETC. All employees are provided
with body-suits and gloves so that when they start their work they do not harm
themselves by spilling liquid acids on themselves. Hand sinks, soap, and paper towels
are available for employees so that they are encouraged to wash their hands frequently.
 
QUESTIONS:
1. Mention the apparent gaps in communication which you find prevalent in the above
case study.
2. What are some ways that Rohit might use effective communication as a motivator for
employees to follow safe chemical handling practices?
 (SET 9)

A. Analyse the following case and answer the questions:

Sofia works for a company. Her head of quality, Mr Liam, suggested that the company
needed to improve the planning and scheduling of the machining and tooling
department. All companies that have machine production must do this. They had
appointed Mr. Mason, to schedule this department but they needed someone that could
do it much more in detail and ahead of time.
Eventually, the supervisor of the machining department, Mr Samuel was elected to be
the best person for this job, so the CEO of the company decided that Mr Mason. had to
train Mr Samuel. and explain the method he followed for the planning. Mr Mason. is
known to be someone that likes to work the way he wants to work! In other words, he is
not known for being someone that listens to other people’s opinion, so Mr Samuel who
was much younger had some difficulty getting information out of Mr Mason.
This problem had been planned. In fact, before this project started there had been at
least two separate meetings, one together with Mr Mason. in which the steps of the
projects were planned and agreed upon, and one meeting without Mr Mason. where
the relationship issue was discussed with the CEO. Mr Samuel was not satisfied with
the training received by Mr Mason. and more than once explained that he could not start
scheduling the machines if he had not received more information from Mr Mason.
After he explained this simple point to the CEO, he almost lost his job and was told that
“there are other people out there that can do your job!”. Mr Samuel. almost left the
company, but eventually decided to continue and asked for help from other members of
the company and understood that there were important elements missing. He had very
poor tools that could not help him understand what had to be scheduled, there was no
method and the MRP (Material Requirement Planning) was missing. Without this basic
information there was no way that he could receive the correct data from the MRP and
start planning.
 
Q1. How could Mr. Samuel have communicated with Mr Mason for better outcome?
Q2.What are the common communication issues presented in the case study above?
B. Analyse the following passage and answer the question that follows:

A multi-national organisation operates in various countries including Australia, Vietnam,

India, Oman, and Nigeria. The organisation manufactures and distributes agricultural
equipment to local and international clients. In total the organisation has 8,000
employees in five countries and more than 1 million customers worldwide. The head
office is based in Australia. In recent years the organisation is facing several
communication challenges.
They include:
Ineffective use of social media such as blogs, wikis, social networks to support teams in
sharing ideas, building knowledge bases and task management.
Lack of quality feedback from clients on ways to improve product quality and service
delivery
Misunderstandings and lack of trust based upon intercultural communication issues in
different contexts.
 
Q1. What strategies and plans would you develop to improve communication at all
levels?

(SET 10)

A. Analyse the following passage and answer the question that follows:
Until the early 1900's, Americans were not extremely concerned about their futures as
they became older. The major source of economic security was farming, and the
extended family cared for the elderly. However, the Industrial Revolution brought an end
to this tradition. Farming gave way to more progressive means of earning a living and
family ties became looser; as a result, the family was not always available to take care
of the older generation. The Great Depression of the 1930's exacerbated these
economic security woes. So in 1935, Congress, under the direction of President
Franklin D. Roosevelt, signed into law the Social Security Act. This act created a
program intended to provide continuing income for retired workers at least 65 years old,
partially through the collection of funds from Americans in the work force. Much
organization was required to get the program underway, but the first monthly Social
Security checks were issued in 1940. Over the years the Social Security Program has
metamorphosed into benefits not only for workers but also for the disabled and for
survivors of beneficiaries, as well as medical insurance benefits in the form of Medicare.
 
Q. What is the primary purpose of the author behind mentioning depression?

B. Analyse the following case and answer the questions:

Mr. and Mrs. Sharma went to Goodlands Apparel Store to buy a pullover. Mr. Sharma
did not read the price tag on the piece selected by him. At the counter, while making the
payment he asked for the price. The shopkeeper informed him that the price was Rs
950/-. Meanwhile, Mrs. Sharma who was still shopping came back and joined him. She
looked at the pullover tag and noticed that there was a 25% discount on it. Mr. Sharma
was thrilled to hear that. “It means the price of this pullover is just Rs 712/-“said Mr.
Sharma. He decided to buy one more pullover in green color. When he received the
cash memo for payment, he was astonished to find that he had to pay Rs 1900/- and
not Rs 1424/- as he had calculated. Mr. Sharma could hardly reconcile himself to the
fact that the counter person had quoted the discounted price which was Rs 950/-. The
original price printed on the price tag was Rs 1266/-.
 
Answer the following questions:
Q1. Identify the sources of Mr. Sharma’s information.
Q2. What Mr. Sharma should have done to avoid the misunderstanding?
Q3. Who is to blame for this communication gap