(Mt) – MGT 421 SEU Communication Management Worksheet

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‫المملكة العربية السعودية‬ ‫وزارة التعليم‬ ‫الجامعة السعودية اإللكترونية‬ Kingdom of Saudi Arabia Ministry of Education Saudi Electronic University College of Administrative and Financial Sciences Assignment 1 Communication Management (MGT 421) Due Date: 12/03/2022 @ 23:59 Course Name: Student’s Name: Asma Mahmoud Alnakhli Course Code: MGT421 Student’s ID Number: 180152894 Semester: Second CRN:23602 Academic Year:2021-22-2nd For Instructor’s Use only Instructor’s Name: Students’ Grade: / 10 Level of Marks: High/Middle/Low General Instructions – PLEASE READ THEM CAREFULLY • • • • • • • • The Assignment must be submitted on Blackboard (WORD format only) via allocated folder. Assignments submitted through email will not be accepted. Students are advised to make their work clear and well presented, marks may be reduced for poor presentation. This includes filling your information on the cover page. Students must mention question number clearly in their answer. Late submission will NOT be accepted. Avoid plagiarism, the work should be in your own words, copying from students or other resources without proper referencing will result in ZERO marks. No exceptions. All answered must be typed using Times New Roman (size 12, double-spaced) font. No pictures containing text will be accepted and will be considered plagiarism). Submissions without this cover page will NOT be accepted. Learning Outcomes: 1.1 Recognize and memorize concepts of communication theory as they affect business organizations and the individuals in them. 1.2 Communicate better, knowing that good communicators make better managers and that communication is a dynamic process basic to individuals and organizational life. 1.3 Analyse effective business letters, memorandums, and case studies. Assignment Question(s): Question 1: Critical Thinking Two Phrases That Indicate Your Boss Is Not Listening To You One of the biggest predictors of whether an employee will be engaged at work is the extent to which they feel like their boss listens to them. But sadly, we’ve all had (or are having) the experience of a boss who doesn’t listen to us. And I’m not talking about really blatant situations (e.g. they literally turn away from us or roll their eyes), but rather those situations in which the boss acts like they’re listening but hears nothing we say. I recently witnessed just such a case. An executive, let’s call him “Pat,” was holding a town hall meeting to discuss the company’s recent, and disappointing, employee engagement survey results. About 40 employees showed up to the meeting. He kicked things off by saying, “Welcome, everybody. As you know, I’m having this meeting today because I want to hear your concerns directly. I’m here to listen about your issues with your supervisors, so fire away.” One employee raised his hand first and said, “With the recent cost-cutting, I think we’ve all got concerns about whether we’re going to have jobs next year.” Pat quickly responded, “Oh, I hear you. You think you’ve got problems? At least your wages are ones that other companies will pay. But I’m the VP and I’m over 50, so when you combine my high salary with my age, I’m going to have a really tough time finding a job. But hey, life’s not fair, right?” Then another employee raised their hand. “I actually have a different concern. My supervisor tells me that I’m supposed to bring her any suggestions for improvement, but when I do, it’s like she doesn’t listen to me.” Pat responded, “I know how that feels, but I don’t want you to worry, because those feelings will pass and you will get over it.” Source: Forbes Magazine Think about how well this manager listened in high-pressure situation: 1. Explain how well he did at each of the following active listening skills: paying attention, holding judgment, reflecting, clarifying, and sharing. (2.5 Marks) 2. Suggest some strategies to turn this manager into an excellent listener. (2.5 Marks) Question 2: Writing Exercise Things have been a little tight lately, and you need some money to get you through to the end of the school term. Write two letters asking for a loan of $500 (1) to a friend, (2) to a bank loan officer. How do your approaches to these audiences differ? (5 Marks) Answer Question 1: 1. Evaluation of the Manager’s active listening skills The Manager did a good job calling all the employees to a meeting (Cardon P. , Business Communication: Developing Leaders for a Networked World, 2021). He explained the agenda of the meeting, which was to listen to the employee’s concerns. The Manager employed good active listening skills in some instances. However, at the end of the meeting, the Manager did not achieve his purpose as there were some communication skills that he left out. First, the Manager paid little attention to the workers’ concerns (Cardon P. , Business Communication: Developing Leaders for a Networked World, 2021). He was swift to respond to questions and did not internalize to understand and empathize with the workers. The workers were concerned that the cost-cutting exercise that was going on in the company would lead to job losses. However, in response to these concerns, the Manager dismissed their worries and instead focused on his own insecurities about the looming job loss. He did not assure the employees of their job security. Furthermore, he overlooked their worries which is demoralizing to the workers. The Manager also exhibited poor qualities in holding judgment (Cardon P. , Business Communication: Developing Leaders for a Networked World, 2021). He downplayed their importance by projecting how he earns more than them. Also, he devalued the views of the worker. The Manager portrayed a laissez-faire attitude even to the response that one worker wanted to give suggestions on how the company could improve its suggestions. The Manager adopts a character of a demoralized and disillusioned employee who is only interested in the salary he gets from the company and not the welfare of the organization. He discourages others from coming up with ideas that could improve the company’s production. At the end of the forum, the workers still did not have answers to their questions. The Manager does not clarify if the cost-cutting measures will affect their jobs. The Manager also exhibits that he does not ascribe to sharing of ideas (Cardon & Marshall, The Impacts of Team Listening and Unscheduled Meetings on Team Coordination, 2014). Consequently, he urges the workers to get used to life the way it is. He does not give hope and exudes that even if they share their concerns, it is highly likely that he won’t share with the authority anyway. 2. Strategies to Turn the Manager into an Excellent Listener A good leader should be able to bring together a group of people. The employees must work as a unit to achieve the company’s goal (Cardon, Huang, & Power, 2019). The building block of coming up with a formidable team is listening. When the management listens to its people, they aim to understand what motivates them to perform their best. Good leaders listen to their subjects with the aim of understanding. In the case study, Pat, the Manager, failed to listen to what the employees said. The Manager has to employ the skills of an active listener to achieve cohesion and motivate his team to peak results. First, the Manager has to pay attention (Cardon P. , Business Communication: Developing Leaders for a Networked World, 2021). Paying attention involves listening keenly to the communication from the workers. The Manager needs to stop interjecting and rushing to give solutions. Secondly, the Manager requires to hold judgment (Cardon P. , Business Communication: Developing Leaders for a Networked World, 2021). Holding judgment assures the employees that the forum is a safe environment for anyone to speak candidly. Ensuring the employees that no one will be victimized for speaking up will make the workers relaxed, and they will bring out their honest opinions on the organization’s welfare. Thirdly, the Manager needs to reflect on the questions. For instance, the case in which the workers were concerned about their employment status. The Manager should have paraphrased the question to ensure he understood what was asked. Consequently, he would have responded to the question accurately. Fourthly, the Manager should ask for clarification on the concerns that were not clear to him (Cardon P. , Business Communication: Developing Leaders for a Networked World, 2021). Instead of dismissing the suggestions and ideas from employees, the Manager should ask for follow-up questions and ask explanations for ideas that seem unclear to him. Consequently, the Manager understands what the employees are communicating without miscommunication. After carefully listening to the employees, the Manager can then summarize the management issues that affect the company. Summarizing the issues will help the Manager communicate to the high authorities the concern and assist in achieving an umbrella solution to the questions raised. Finally, the Manager needs to communicate his viewpoints to the employees. Efficient communication to the employees on how he thinks they can address the prevailing concerns and how to form a united front for the organization’s success. Sharing the viewpoints gives the workers morale as they feel included in the decisionmaking process leading to peak performance or production. Answer Question 2: Writing Exercise Letter to A Friend Asma Mahmoud Alnakhli Riyadh, Alkhuzama 23451 Saudi Arabia February 21st, 2022, Dear Dana, How are you? I hope you are fine. I’m writing to you because I hope you can do me a huge favor. As you are aware, I have been struggling financially for the last few months. Unfortunately, my financial situation has not yet improved. Things have been a little tight lately, and I urgently need some cash to get through this month. My family is in deep financial trouble, but we are working tirelessly to ensure that we are back on our feet. Kindly loan me $500 to help with my situation. I promise to pay back the money by Thursday, March 31st, as I do not want to inconvenience you for longer than that. I’m hoping by that time I will have received my stipend from home. Thank you very much for your understanding; I look forward to your response as soon as possible. Kind regards, Asma Alnakhli Letter to The Bank February 21st, 2022, Asma Mahmoud Alnakhli Riyadh, Alkhuzama 23451 Saudi Arabia To: Abdullah Mohammad Branch Manager, Riyad Bank Riyadh (Olya branch) Saudi Arabia RE: Loan Application Dear Sir, hope you are doing well I would like to receive a personal loan for $500. I will use this loan for my upkeep and tuition fees in my current year of study. I’m a final-year student at the Saudi Electronic University, Riyadh, Saudi Arabia. This loan will go a long way in ensuring that I complete my studies successfully and graduate. I have been a long-standing member of this bank, and I have two open accounts with your facility. Previously, I had a loan in 2020, which I paid off within five months of opening. I am currently a part-time employee at Diriyah Gate Co. I have stable employment, and my credit history is excellent. As per your organization’s loan policy, you can suggest a repayment plan for me to be deducted from my monthly salary. I have attached my salary slip, creditworthiness certificate, and the required documentation. Kindly contact me at any time for further inquiries. I will highly appreciate your kind support. Yours Sincerely, Asma Alnakhli ‫المملكة العربية السعودية‬ ‫وزارة التعليم‬ ‫الجامعة السعودية اإللكترونية‬ Kingdom of Saudi Arabia Ministry of Education Saudi Electronic University College of Administrative and Financial Sciences Assignment 2 Communication Management (MGT 421) Due Date: 9/04/2022 @ 23:59 Course Name: Communication Management Student’s Name: Course Code: MGT421 Student’s ID Number: Semester: Second CRN: Academic Year:2021-22-2nd For Instructor’s Use only Instructor’s Name: Students’ Grade: Marks Obtained/Out of 10 Level of Marks: High/Middle/Low General Instructions – PLEASE READ THEM CAREFULLY • • • • • • • • The Assignment must be submitted on Blackboard (WORD format only) via allocated folder. Assignments submitted through email will not be accepted. Students are advised to make their work clear and well presented, marks may be reduced for poor presentation. This includes filling your information on the cover page. Students must mention question number clearly in their answer. Late submission will NOT be accepted. Avoid plagiarism, the work should be in your own words, copying from students or other resources without proper referencing will result in ZERO marks. No exceptions. All answered must be typed using Times New Roman (size 12, double-spaced) font. No pictures containing text will be accepted and will be considered plagiarism). Submissions without this cover page will NOT be accepted. Learning Outcomes: 1. Analyze effective business letters, memorandums, and case studies. 2. Perform all communication abilities, including thinking, writing, speaking, listening, and assessing the technology. Assignment Question(s): Part 1: Case Analysis Read the discussion forum below, which shows several employees’ posts about how to develop a better performance review system. Then, answer the questions that follow. Jackson: Hi team, this week we’ll use this forum to discuss our performance review system. Specifically, we want to explore the benefits and drawbacks about the timing of our reviews. Currently, our reviews are conducted annually. The HR team wants to know what we think about quarterly reviews. The HR team wants us to share our views with them by September 10. Cynthia: I’ve never experienced quarterly reviews before, so it’s hard for me to say if that’s better. My hunch is quarterly reviews would be more fair and helpful. But, I also assume they take a lot of extra time for our managers. @Erin I think your last company held quarterly reviews. What are your experiences with more frequent reviews? Has anyone else worked at a company with more frequent reviews? Tell us what it was like. Erin: @Cynthia your assumptions match my experience. I enjoyed getting more frequent feedback. But, when I was a manager, it was a crushing responsibility because the company expected me to conduct the reviews without lightening my load elsewhere. @Nigel thanks for sharing your experiences with monthly reviews. You mentioned the reviews are more like check-ins that don’t require so much time by the managers. Totally makes sense to me. @Vilma also think your comments about adding peer reviews makes a lot of sense and relieves managers. Nigel: Hi all, there’s one discussion point I hope we can meet in person (or by online conference) to discuss. I appreciate the HR team wants our input about the frequency of reviews, but I’m worried that we’re not addressing one of the problems: perceived fairness of the reviews. I believe in 15 minutes, we could work out a few common concerns to share with the HR group from our whole team. Jackson: Thanks for your comments, team. Overall, here are what I think are the key take-aways: (a) we want more feedback, so quarterly reviews may be helpful; (b) we don’t want to create an unreasonable burden on managers; and (c) we want more conversation around objectivity and fairness of the reviews. At this point, I propose I draft our comments into a short report for your review. I also suggest we set up a one-hour Questions: 1. Identify five strategies used in this online forum. (3 Marks) 2. What are the main differences and similarities between blogs and forums? (1 Mark) 3. In your point of view, do you think this forum is an effective or ineffective forum? Why? (1 Mark) Part 2: Writing Exercise Anne Jenkins is a finance manager for J.L.N. Used Cars (JLN), a used-car business with about 30 dealerships. She is in charge of running the company’s financing program. She sets terms for loans provided through the dealerships. She also manages a team that works directly with dealerships to ensure that loans are promoted and granted appropriately. On Anne to-do list for the day, she has several writing tasks. Anne needs to be efficient with her writing thus she hires you to help her writing in one of the following options: (5 Marks) Option 1: Recently, Anne was reimbursed for several trips she took, but the company did not cover several of her expenses. She wants to write an email to the personnel director requesting compensation for mileage in which she used her own auto for several recent work trips. Help Anne to write a claim Message. OR Option 2: Anne wants to send a memo to dealership managers about changes to financing eligibility. Help Anne to write an announcement regarding these changes. OR Option 3: Anne wants to better understand the customer profile of those who choose to finance their car purchases through the dealerships. She wants the dealership managers to ask three questions of these customers during the upcoming month and then provide her with the responses. Help Anne to write a request message. Answers 1. Answer2. Answer3. Answer4. Answer-

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