PROBLEM BASE

LEARNING
CJB 40403

MANAGEMENT FOR CHEMICAL ENGINEERING

TECHNOLOGISTS

GROUP MEMBERS:

ABDUL RASHID FIKRI B. IDRES 55214114040

MUHAMMAD AIDIL FITRIE BIN MALIKI 55201113588
NUR ATIQAH BT MOHAMAD AZMAN 55216114272
NIK NABIHAH BINTI ABD RAZAK 55216114411
NUR AIN BINTI NORDIN 55216114402
NURUK SYUHADA BINTI RIDWAN 55216114264
FARAHIYAH NAJAH BINTI AB SAMAD 55216114409
QUESTION 1:

Discuss methods of communication and effective communication medium prior action to

overcome the situation

Communication is a process of transfer and understanding the meaning. The

interpersonal communication might be between two or more person. Oral communication is
not preferable because it cause the distortion of message even we can get the feedback sooner.
In this case, the effective communication medium is written communication this is because are
tangible and variable. However, written communication required time consuming and lack of
feedback due to less awareness of technology. Other than that, we agreed that non-verbal
communication is one the effective medium in communication. This is because it supports
other communications and provides observable expression of emotions and feelings. The
advantage of this method is misperception of body language or gestures can influence
receivers interpretation of message.

QUESTION 2 :

Explain the barriers to communication and how to overcome it

Barriers to Communication

Filtering is the deliberate manipulation of information to make it appear more

favourable to the receiver. For example, when a person tells his or her manager what
the manager wants to hear, information is being filtered. Or if information being
communicated up through organizational levels is condensed by senders, thats
filtering.

EMOTIONS. How a receiver feels when a message is received influences how he or

she interprets it. Extreme emotions are most likely to hinder effective communication.
In such instances, we often disregard our rational and objective thinking processes and
substitute emotional judgments.

INFORMATION OVERLOAD. A marketing manager goes on a week-long sales trip

to Spain where he doesnt have access to his e-mail, and he faces 1,000 messages on
 his return. Its not possible to fully read and respond to each message without facing
information overload, which is when information exceeds our processing capacity.

DEFENSIVENESS. When people feel theyre being threatened, they tend to react in
ways that hinder effective communication and reduce their ability to achieve mutual
understanding. They become defensiveverbally attacking others, making sarcastic
remarks, being overly judgmental, or questioning others motives.

LANGUAGE. Conservative author/journalist Ann Coulter and rapper Nelly both speak
English, but the language each use is vastly different. Words mean different things to
different people. Age, education, and cultural background are three of the more obvious
variables that influence the language a person uses and the definitions he or she gives
to words.

Overcoming the Barriers

USE FEEDBACK. Many communication problems are directly attributed to
misunderstanding and inaccuracies. These problems are less likely to occur if the
manager gets feedback, both verbal and nonverbal.

SIMPLIFY LANGUAGE. Because language can be a barrier, managers should

consider the audience to whom the message is directed and tailor the language to them.
Remember, effective communication is achieved when a message is both received and
understood. For example, a hospital administrator should always try to communicate in
clear, easily understood terms and to use language tailored to different employee
groups.

LISTEN ACTIVELY. When someone talks, we hear, but too often we dont listen.
Listening is an active search for meaning, whereas hearing is passive. In listening, the
receiver is also putting effort into the communication.
 CONSTRAIN EMOTIONS. It would be nave to assume that managers always
communicate in a rational manner. We know that emotions can cloud and distort
communication. A manager whos upset over an issue is more likely to misconstrue
incoming messages and fail to communicate his or her outgoing messages clearly and
accurately. What to do? The simplest answer is to calm down and get emotions under
control before communicating.

WATCH NONVERBAL CUES. If actions speak louder than words, then its important
to make sure your actions align with and reinforce the words that go along with them.
An effective communicator watches his or her nonverbal cues to ensure that they
convey the desired message.

QUESTION 3:

Discuss mistakes committed by the management and list down the conflicting statements
in this case.

From the study case, we observed so many mistakes committed by the management
which lead to major problems such as miscommunication, misunderstanding, and argument.
First mistake committed by the company is the policy and mission of the company was not
brief well to the staff or the employee. All the employee have a right to know clearly about the
company policy which is what is dos and what is dontss. On the other hand the employer
should make sure that all the staff are familiar with the policy and work ethics in order to avoid
any misbehave or wrongdoings among the employee. For this case, Shantanu which is practical
students doesnt know about the company policy and trust his manager Mr Ravi which tell him
that he is qualified to get a job at the company even do not perform in the interview without
any hesitation. This action was against the company policy and ethics. Second mistakes is HR
department of the company should pay more attention of the trainee and keep monitoring their
progress to avoids any sabotage case or bullying in the workplace. This is because some staff
may dislike or tend to bully the trainee because they are new and also because they have a good
achievement compare to old staff. Any promotion or any news must been decide from the
department meeting and has to reconfirm from the HR department. Other than that, any
information, news and promotion must come out with a formal letter either by hand or email.
Nowadays situation need a prove and white black statements in any business to avoid any fraud
and backstabbing action. If we have black and white letter, it can be prove that the business is
real and we can sue the person in charge which responsible for the case. The formal letter must
come from the board of engineering department and the HR department. All of this related to
the formality of the company. All we can see is this company has less formality and they do
not take care about their employee welfare especially for the trainee. Last but not least the
company should settle this case wisely and not ignored the problem. The HR department should
take an action and make a meeting to clear all this miscommunication or misunderstanding
from both side of trainee and the manager who in charge. The case must be settle wisely to
investigate whether there is fraud or sabotage issue in this problems and action must be taken
to the one to guilty. Below are the conflicting statements in this case:

Interview is just a formality. You are in. Now dont think about the interviews
much and concentrate on your projects. (Mr Ravi)
Shantanu, we cannot hire you because you couldnt perform well in the
interview. (Mr Ravi)
Our companys policy says that while recruitment it is the interviewer who
decides the final selections. (Ms Ravi)

QUESTION 4:

What is your opinion about the role of human resource and its policy.

HR should follow up with trainee or worker. Before doing the interview, HR and the manager that
will be in charge for the interview should study earlier about the interviewee speciality and major
study. Therefore, there will be no unrelated question be given during the interview session.

The policy should be implement earlier to all workers therefore no miscommunication will occur in
future. The manager should know the policy.

QUESTION 5:

Make a conclusion and describe how technology affects managerial communication

As a conclusion, effective communication in a workplace is based on professional

correspondence designed to assist in the daily operation of the company or the continued
growth of the organization. When employees allow personal issues to affect company
communication, a communication problem develops that could take a long time to track down
and resolve. So as we can see from the case study, Mr Shantanu does not brief well by the HR
department about the company policy. Due to that it lead to many problems. For instance, when
Mr Ravi told Mr Shantanu to reject the proposal and he just accept without doubted. Other than
that, Mr Ravi cannot simply told Mr Shantanu without black and white about rejecting others
job offered for him. That is illegal in work ethic.

Technology has radically changed the way organizational members communicate. It

improves a managers ability to monitor performance; it gives employees more complete
information to make faster decisions; it has provided employees more opportunities to
collaborate and share information; and it has made it possible for people to be full accessible,
anytime anywhere. IT affects organizations by influencing the way that organizational
members communicate, share information, and do their work