Module 10 l Case Study l Nuruzzaman
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School
Laurentian University *
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Course
OPER5101
Subject
Communications
Date
Feb 20, 2024
Type
docx
Pages
3
Uploaded by ChiefCrownDugong35
Chapter: 12
Case Study: 2
Submitted by: Md Nuruzzaman
Question 1: What are the communication errors Samuel made?
Answer
:
a.
Ignoring Communication Channels:
Samuel deliberately chose not to use email and
instructed his assistant to send undeliverable messages to people trying to contact him
via email. This action hindered effective communication and created barriers between
him and stakeholders who preferred or relied on email communication.
b.
Sexist and Stereotyping Comments:
Samuel's remarks about women, their emotional responses, and his generalized views on their behavior are inappropriate and offensive. This type of communication is not only disrespectful but also counterproductive in a professional setting.
c.
Disregard for Collaborative Communication
: Samuel's refusal to engage in discussions and his attitude of avoiding meetings or discussions could lead to a lack of shared understanding among team members. Collaboration and open communication are essential for effective project management, especially in a multinational project where diverse perspectives are valuable.
d.
Lack of Responsiveness:
Samuel failed to respond to Angelique's phone calls and emails, causing frustration and potentially damaging the relationship between the two organizations. Ignoring communication attempts can create distrust and hinder the progress of the project.
e.
Assumption of Cultural Universality:
Samuel assumed that his management approach in Dallas would work seamlessly across different cultures, which may not hold true in a multinational project where cultural differences can significantly impact
communication styles and expectations.
Question 2: What should Angelique do when she gets the phone call from Penny asking her
to come to Dallas to meet with Samuel?
Answer
:
When Angelique receives the phone call from Penny asking her to come to Dallas to meet with Samuel, she should:
1.
Prepare an Agenda:
Create a clear agenda outlining the topics she wants to discuss with
Samuel during the meeting. This will help keep the conversation focused and ensure that critical points are addressed.
2.
Stay Professional:
Despite the frustrations, remain professional and composed during the meeting. Focus on the project-related matters and try to avoid any personal conflicts.
3.
Address Concerns:
Express her concerns about the lack of communication and updates from Samuel. Explain the importance of staying informed and how the lack of information has affected her ability to report to the board of directors.
4.
Seek Clarity:
Clarify the changes she wants to discuss and ensure that Samuel understands the reasons behind them. Effective communication about changes can help avoid misunderstandings and conflicts.
5.
Propose Solutions:
Present possible solutions to any issues that have arisen due to the lack of communication. Collaboratively discuss ways to improve communication channels and ensure timely updates.
6.
Discuss Cultural Considerations:
If cultural differences have played a role in the communication breakdown, address this issue openly and discuss strategies to overcome these differences in the future.
Question 3: Is there anything more Michael could have said or done in his conversation
with Samuel about Angelique’s phone call? Should Penny do anything about Samuel’s
communication style and insensitive comments?
Answer
: Michael′s Conversation with Samuel:
Michael could have taken a more assertive approach in his conversation with Samuel regarding Angelique's concerns. Instead of merely passing along Angelique's message, Michael should have:
1.
Emphasized the Importance of Communication:
Stress the significance of effective communication in project management, especially in a multinational project with multiple stakeholders and cultural factors.
2.
Set Expectations:
Clearly state that prompt and respectful communication with clients and stakeholders is a non-negotiable expectation. Remind Samuel of the potential consequences of not meeting these expectations.
3.
Address Sexist Remarks:
Call out Samuel's inappropriate comments and remind him that such comments are not acceptable in the workplace. Reinforce the company's commitment to diversity and inclusion.
4.
Encourage Collaboration:
Highlight the importance of collaboration and teamwork in achieving project success. Emphasize that the success of the project relies on open communication and constructive interactions.
5.
Penny’s Role and Communication Style:
Penny could take steps to address Samuel’s communication style and insensitive comments:
1.
Elevate Concerns:
Instead of merely facilitating Samuel's instructions, Penny could express her concerns about his approach and comments. She should communicate her observations about how his behavior may be affecting relationships and project progress.
2.
Suggest Alternatives:
Offer alternative communication strategies to Samuel. Suggest that he consider the benefits of effective email communication and how it can help streamline information flow.
3.
Provide Education:
Share information about the importance of diverse communication styles and cultural awareness in multinational projects. Educate Samuel about the potential pitfalls of assuming one-size-fits-all communication.
4.
Encourage Openness:
Encourage Samuel to be more open to feedback and collaboration. Explain how a more inclusive and respectful communication approach can foster positive working relationships.
Question 4: What would be the elements of a good communication plan for managing a
multinational project such as this?
Answer: Elements of a Good Communication Plan for a Multinational Project:
1.
Stakeholder Analysis:
Identify key stakeholders, their roles, communication preferences, and cultural backgrounds to tailor communication strategies to their needs.
2.
Communication Channels:
Determine the most effective communication channels for each stakeholder group, considering time zones, language preferences, and technology availability.
3.
Regular Updates:
Establish a schedule for regular project updates to keep stakeholders informed about project progress, challenges, and changes.
4.
Cultural Sensitivity:
Develop cultural awareness training for team members to understand and respect cultural differences in communication styles, decision-making, and negotiation.
5.
Clear Documentation:
Ensure clear and detailed documentation of project requirements,
changes, and decisions to avoid misunderstandings and provide a reference point for discussions.
6.
Conflict Resolution:
Define a process for addressing conflicts and disagreements in a constructive and respectful manner, considering cultural nuances and potential communication barriers.
7.
Feedback Mechanisms:
Implement mechanisms for stakeholders to provide feedback on
communication effectiveness, allowing continuous improvement of communication strategies.
8.
Technology Tools:
Utilize collaboration and communication tools that facilitate efficient
information sharing among team members and stakeholders, considering data security and privacy regulations.
9.
Regular Meetings:
Schedule regular virtual meetings to discuss project updates, challenges, and decisions, providing an opportunity for open dialogue and issue resolution.
10.
Escalation Procedures:
Outline clear procedures for escalating communication issues or
concerns, ensuring that there is a well-defined path to address critical matters promptly.
11.
Communication Training
: Offer training sessions for team members on effective communication practices, active listening, and cross-cultural communication.
12.
Language Support:
Provide language support, such as translation services, when necessary to ensure that language barriers do not hinder communication.
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