Silver Mountain

School of Hotel Management

Mid Term Assessment

Business Communication
SMSH Number : 037020

Name : Roshika Khanal

Section :D

Semester : 2nd Semester

Subject : Business Communication

Submission Date : 21th September 2021

A. who is to blame for this communication problem? Why? If you had been in Julie’s
place, what you would have done to improve communication? Also explain the
importance of recognizing and integrating cultural variations within an organization.

Ans: In this given scenario, I think the person to be blamed is both Julie and Anna because the
case talks about the communication between Julie who is a trainer at Sheraton Towers in
Melbourne, and a new recruit staff Anna. the role of Julie is to train all new staff in general
housekeeping skills where the staff is required to perform the task assign to them. Due to the
communication gap between Julie and Anna, there arise a misunderstanding between them.
There is a huge communication barrier between two parties that creates a conflict between
them. Such a communication gap led to confusion, resulting in disputes between Julie and
Anna. As Julie, being an instructor and a trainer, it is her prime duty to have a background
check on newly recruited staff regarding their communication skills. communication is the main
key to exchange information, ideas, and understanding each other. She should be clear and
precious while communicating with the staff so that the people like Anna may not find it difficult
to understand her Australian accent. It is quite common that the accent and the way of taking
differ due to the languages and places we belong. Anna who comes from Fiji has a distinct way
of understanding English. She may have little exposure to the English language. It must be
difficult for her to cope with the different accents. So, Julie must make sure whether or not the
staff had understood her words. On the other hand, it was very wrong of Anna to perform the
task without even knowing what was to be done. Anna should have been clear about her not
being able to understand Julie’s accent.

She should have asked until and unless things were clear to her. her deciding to complete the
task her way made her look very impolite and disobey Julie. If I were Julie’s place, I would make
sure that each and every staff were clear about the instructions they were given. I would further
ask them if they have any difficulty or confusion regarding anything. I would encourage the
staffs to be engaged to ask for any queries. I would also do a quicks backgrounds checks on the
newly recruited staff regarding where they came from so that the communication gap may not
arise. I would also make sure that they understand English properly and most importantly her
Australian accent.
Communication is an important aspect of our everyday life. To have a positive and cooperative
working environment, the flow of communication needs to be effective and efficient. People use
many different ways to communicate with each other in the workplace. it is important to
understand. Communication helps us better understand people and situations. It helps us
overcome diversities, build, trust and respect, and create conditions for sharing creative ideas
and solving problems. Although communication itself seems simple, often when we try to
establish communication with others, there is always a chance for a lack of understanding that
might cause conflicts and frustrations in personal or professional life in relation with other
people.

The importance of recognizing and integrating the cultural variations within an organization is a
very important aspect. It is a sign of respect and it also helps to foster effective communication
which is a vital factor for organization success. Cultural differences can sometimes act as a
potential barrier to proper communication and could affect an individual’s ability to build
connections with others. People from different cultures have different values, different ideas,
and are from different backgrounds altogether. an organization should always have a firm’s
ideas of the cultural background of their staff and guide them accordingly, as what may be
obvious to some people might not be so obvious to others. Many variations come due to one’s
culture which is why it is very important to recognize and integrate cultural variations within an
organization. Recognizing cultural variations are important because there is a great chance that
will be communicating across international borders sometimes in the career. The local market
is being opened to worldwide communications, that will face cultural language barriers among
the customers and employers. It is vital also because of market globalization and workforce
diversity. They exist many categories of cultural differences and they are legal and ethical,
contextual, social, non-verbal, age, gender, religion, and ability.
1.Case study:

B. What lesson can this company learn from the case of Ketan? As a probable
entrepreneur or a human resources professional / manager what kind of communication
strategies would you develop within your organizations that can contribute to corporate
success by encouraging employee’s empowerment, security, identity, connectedness,
and competence?

Ans: In this given scenario, the company did not give feedback to the Ketan, and also, they put
the people in the dark about where it’s going. normally people leave the job for a better position
because the higher position the amount will be better. But in this case, zen trade insurance Ltd
did not think about these things, this demotivated Ketan to leave the job. the company has given
clear feedback regarding their works so that they would improve and they should simply tell that
the staff about the main objective of the company so that the staff could work hard in order to
reach the goal of the company. Hence, Zen trade insurance did not care about that the
dissatisfaction occurred, leading to Ketan quitting the job. The company should have given
proper feedback because without the feedback there is no chance to improve the work. The
company needs to learn more about the employees and focus more on them. Also, the
company needs to provide better learning space and enhance, the facility for the staff.

The company must learn to build the relationship within an organization and create the positive
working environment. The company should have communicated with the staff for the growth of
the company. Understand and cooperation is a must when working as an organization should
have understood it before working. They should have understood to organize meetings
seminars, competitors to motivate the employees who are working in the company. They have
to ask the staff members to write reviews about the company. And they have to encourage them
to work in the company by doing anything they can do. As a probable entrepreneur or a human
resource professional to develop effective communication strategies within an organization for
successful operations. The company needs to decrease employee turnover and focus more on
retaining effective and productive employees. As a manager, I would like to express myself
clearly and without any hesitations, I will communicate with everyone to learns and processed
the information differently.