5/14/13

"WHERE KNOWLEDGE IS WEALTH": Case Study on Communication Challenges Prof.M.S.Rao

Share 0

More

Next Blog

Create Blog

Sign In

"WHERE KNOWLEDGE IS WEALTH"

2011 MSR Leadership Consultants India. All Rights Reserved. This is an educational blog for free sharing of knowledge, not for commercial use. The use of this material is free provided copyright is acknowledged and reference or link is made to the Blog http://profmsr.blogspot.com This material may not be sold, or published in any form, or used in the provision of business services to a third party without permission.

"WHERE KNOWLEDGE IS WEALTH"

Friday, April 9, 2010

Case Study on Communication Challenges Prof.M.S.Rao

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. Dont 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
profmsr.blogspot.in/2010/04/case-study-on-communication-challenges.html

Book an Appointment

Schedule Appointment
Select a Service

No services added yet. Follow Admin link to add services.

Choose Staff Choose Date Choose Time Enter Details Confirm and Submit
Get this for your site Admin

Click here
Your Ad Here
cLIC li

visitors

Followers

1/5

5/14/13

"WHERE KNOWLEDGE IS WEALTH": Case Study on Communication Challenges Prof.M.S.Rao

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 complimentary copy. Secretary: Okay, leave it and go. (She said impolitely and started looking here and there) Ken handed over the complimentary copy to Secretary. Ken: Fine, please hand over to CEO. I am leaving the place. However, I will send an email to CEO about my coming physically to gift the book. (Secretary probably worried as the Ken had already mentally prepared to send the email and keep the CEO informed. If Secretary had any intention to skip handing over the complimentary copy, CEO will know as Ken would send mail.) Ken handed over the complimentary copy to Secretary and departed the office. He sent an email to his ex-CEO about his coming and he could not meet as the latter was busy with his schedules. After 5 hours, the Secretary telephoned Ken and said firmly, CEO told to return the book to you. You come and take the book back. Ken replied, It is the complimentary copy meant for the CEO only. Secretary insisted to take back the book immediately. Ken told Secretary to courier and he was about to give his address. Secretary interrupted Kens conversation and replied, No we dont send you through courier. You have to come and take. Ken responded politely, Right now, I am far away from that place. When I come to that area I would take back the book. The very next day, Ken received email from his ex-CEO congratulating Ken for the publication and thanked for coming all the way to gift the book. Ken felt excited that his ex-CEO was pleased with publication.

Join this site

with Google Friend Connect

Members (207) More

Already a member? Sign in

Blog Archive
2013 (22) 2012 (57) 2011 (78) 2010 (98) December (5) November (4) October (8) September (4) August (6) July (15) June (7) May (9) April (16) C ollective Bargaining Prof.M.S.Rao Grievance Handling Procedure Prof.M.S.Rao "Dr.Martin Luther Kings I Have A Dream!" - Prof... C ompensation Management Prof.M.S.Rao Book Review By Prof.M.S.Rao First Things First... How To Get Sponsors for Your Events? Prof.M.S.... "C ase Study Is It C onstructive or Negative Feedb... "Takeaways From Historical Orators" Prof.M.S.Rao...

Questions What were the communication challenges in the above case study? Was the Secretary right in avoiding the Ken who came all the way from long distance to gift the complimentary copy? Was it right for Secretary in insisting to come and take the complimentary copy back physically instead of couriering? Was Secretary a good listener? Did Secretary empathize with Ken? What were the other challenges prevented smooth communication between Ken and Secretary? Action to Take: It requires lot of clarity and persuasion in communicating in such
profmsr.blogspot.in/2010/04/case-study-on-communication-challenges.html

"Is Your Boss A Director, Thinker, Relator, Or Soc... "Employability Skills" - Prof.M.S.Rao C ase Study on C ommunication C hallenges Prof.M.... "Hi C EO! Have You Lined Up Your Leaders in the Pip... "E-Recruitment Problems And Prospects" Prof. M.S... Book Review By Prof.M.S.Rao Gurus On Leadership... Book Review By Prof.M.S.Rao C hange Management ... "Is E-Recruitment the Emerging Recruitment?" - Pro... March (9) February (6) January (9)

2/5

5/14/13

"WHERE KNOWLEDGE IS WEALTH": Case Study on Communication Challenges Prof.M.S.Rao

situations. People need to break their pre-conceived notions and mindset. They should suspend their judgment that prevents from listening. They need to open up their minds and hearts for effective listening and better communication. In such situation the Ken should have waited for sometime till the secretary gets freed mentally to communicate. Inner dialogue or inner conservation that takes place among all human beings is often the culprit of communication. The Secretary had lot of inner conversation that prevented from listening. Sandwich feedback is essential to communicate and correct and exit smoothly from such a situation. The secretary had excessive ego that would have resulted into a conflict had Ken not exited smoothly after getting instructions to leave the place. Takeaways: At times, the people those who work with higher officials try to create rift because of their excessive egoism which may arise out of their accessibility to higher officials or miscommunication or the inability to empathize, understand and appreciate others. Sometimes preconceived notions prevent communication. When the reality goes against their pre-conceived notions, people start defending and stop observing the cues of others body language because of high ego. There are barriers and filters that prevent smooth communication. Barriers are physical in nature such as external disturbances and distractions that prevent listening. Similarly filters are psychological in nature that take place within the mind such as biased thinking, inner conversation which might become noise while listening, pre-conceived notions, being pre-occupied with other activities and excessive ego. In this context the Secretary had filters rather barriers that prevented effective communication. At times, the metal kettle that stores and serves tea is hotter than the tea itself. A few secretaries think too much bigger than their bosses. They become too big for their shoes.
Posted by Professor M.S.Rao at 10:32 AM

2009 (132) 2008 (93) 2007 (3)

Know About Me
Professor M.S.Rao

Professor M.S.Rao is an international management guru and an internationally acclaimed leadership educator, executive coach, speaker, and consultant. He has 32 years of experience in leadership development and conducts training programs for various corporates and educational institutions. He is the Founder of MSR Leadership C onsultants, India. He is the author of 20 books including the bestselling - 21 Success Sutras for Leaders and published more than 250 articles in international publications. He has been honored as an upcoming International Leadership Guru by Global Top Gurus 30 Leadership and included as one of the leading achievers from around in Marquis Who's Who in the World in 2013. He coined three innovative tools and new leadership style, Soft Leadership. He is the Advisor and Board Member for several international organizations including AIOBP, USA, and Global Leadership Awards C ommittee Malaysia and was honored as a judge for Global Leadership Awards 2011 and 2012 Malaysia. Member of ILA USA, He serves on the editorial boards of various prestigious international journals including DLO, IC T of Emerald, U.K, He can be reached at: profmsr7@gmail.com View my complete profile

12 comments:
priya said... DEAR SIR PLZ SEND THE ANSWERS TO THE QUESTIONS OM MY EMAIL ID priyasingh453@gmail.com August 26, 2011 at 10:18 PM priya said... DEAR SIR PLZ SEND THE SOLUTIONS OF THIS C ASE STUDY ON MY EMAIL-ID priyasingh453gmail.com August 26, 2011 at 11:53 PM

profmsr.blogspot.in/2010/04/case-study-on-communication-challenges.html

3/5

5/14/13

"WHERE KNOWLEDGE IS WEALTH": Case Study on Communication Challenges Prof.M.S.Rao

shweta rana said... dear sir plz send the answers to the questions on my email id nikkiangel24@gmail.com September 5, 2011 at 6:55 PM Anonymous said... Dear Prof M.S.Rao, It was a very interesting case study on communication barriers, problems and challenges. I really like it. Arsalan November 22, 2011 at 3:23 AM Unknown said... hai sir canu send answers for this case study to my mail id pls..my mail id is sandy.acharaya05@gmail.com December 21, 2011 at 10:40 PM Unknown said... Hai sir canu send the answers for this case study pls..my mail id is sandy.acharaya05@gmail.com December 21, 2011 at 10:44 PM Rajesh kumar said... dear sir, can i have solution for this case study please January 13, 2012 at 2:52 PM C .J. said... Dear Sir, This a very interesting case to study, is it possible to receive solutions. Thank you April 7, 2012 at 1:42 PM avi jain said... Dear Sir, This a very interesting case to study, is it possible to receive solutions. Thank you Email id - gooners7@gmail.com August 24, 2012 at 4:17 PM Gabrielle said... Hello sir, is it possible for you to send the solutions to this? Thank you so much sir. Have a really good day! email ID: gabriellish@yahoo.com October 14, 2012 at 8:54 PM DodoZeda said... Dear Prof. Thank you for the comprehensive case, C ould you please email me with the answers for the questions, Dyazeed@aucegypt.edu. THanks November 18, 2012 at 3:05 PM

profmsr.blogspot.in/2010/04/case-study-on-communication-challenges.html

4/5

5/14/13

"WHERE KNOWLEDGE IS WEALTH": Case Study on Communication Challenges Prof.M.S.Rao

Deblina Saha said... Dear sir it was a real help to find this case study.I am surely going to use it in my class. Thanks a lot. Deblina Saha February 1, 2013 at 12:24 PM Post a C omment

Links to this post

C reate a Link

Newer Post

Home

Older Post

Subscribe to: Post Comments (Atom)

profmsr.blogspot.in/2010/04/case-study-on-communication-challenges.html

5/5