Give an overview of the case.

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Business Communication

CASE STUDY (20 Marks)

Effective communication is critical to any organization and can help it in many ways. In fact, communication plays a role in product development, customer relations, employee management virtually every facet of a business' operations. Employees are a key audience because they often serve as the conduit to other audiences. If employees are informed and engaged, communications with other constituencies are likely to be strong as well. Effective communications help to establish clear expectations for employees and, perhaps surprisingly, for customers as well. For employees, clear expectations will convey how their performance will impact the company and give them an indication of what they need to do to achieve positive feedback. For customers, clear communication can help manage their expectations about service issues or even about how best to interact with the organization. Effective communication builds strong relationships. Trust and loyalty are key factors in any relationship and both are boosted by communication that is focused on meeting individual needs, conveying important information and providing feedback positive and constructive. Strong relationships with external audiences also build strong solid communication about products, services and company culture and values. Open channels of communication can lead to new ideas and innovation in a number of areas. Employees that understand what's important to their companies can focus on making improvements and spotting opportunities for innovation that can help further success. When employees know their ideas will be sought after, that company leaders will have open minds and be responsive to their feedback, they're more likely to contribute their ideas. Customers also can be a source of great ideas to help improve products and services. The more employees know about the company, its culture, its products and services, and its response to any negative issues, the better job they can do of serving as ambassadors to the community, their friends, relatives and other business connections. Employees who feel they have a strong, positive relationship with their employers and trust the information they receive from their employers will be more likely to share that information with others. Employees can be a highly valued and trusted source of information about a company and its products and services.

Answer the following question.

Q1. How an effective communication can help an organization? Discuss.

Q2. Give your views on the case.

CASE STUDY (20 Marks)

Communicating in business is important in every job, every industry and every geography. Even small businesses face communication challenges. There are literally no roles in which communication with someone whether colleagues, customers or community members doesn't come with the territory. Effective communication is something that most small business owners struggle with. Fortunately, there are some methods that can help businesspeople improve their communications. It is impossible to communicate effectively with anyone without first understanding their needs, interests, concerns and expectations. This is as true in the business world as it is in our personal lives. The first step is to consider what is important to the individual you will be communicating with and what questions or objections he might have. Then, in deciding how to approach the individual and what key messages to convey, ensure that you are focused on meeting and addressing his needs and concerns. Anyone who has embarked on a business communication mission without thorough preparation and failed miserably can understand the importance of preparation. Preparation will vary depending on the situation and the importance of the communication, but certain situations require more preparation than others. Conducting an annual performance review, responding to a customer complaint, making a request for a pay increase and delivering a business presentation all are examples of communications that require preparation. That preparation will include thinking about the messages you wish to convey, possibly writing a script to help you gather your thoughts, and even practicing your communication with a friend, colleague or on your own. Effective business communication first requires taking time to listen to the other person's perspective. Start the conversation by asking questions and listening thoroughly and attentively to the responses. As Stephen Covey, author of "The 7 Habits of Highly Effective People, " has famously said: "Seek first to understand."

Answer the following question.

Q1. How the businesspeople can improve their communications? Explain.

Q2. Give your views on the case.

CASE STUDY (20 Marks)

Many companies and organizations use Versant tests because they help organizations to uphold language standards that are critical to customer satisfaction and employee productivity. When English language and communication skills are essential for success on the job, Versant automated tests can quickly and objectively screen candidates. The test is administered in just minutes by telephone or computer. Improve your staffing and talent management processes with these accurate, reliable tests that drive positive business results. • Competency areas – English oral and written language proficiency • Administration type – Automated by phone (spoken English) (written English) “The Versant Pro – Writing Tests are very useful in developing email skills. We use the tests to create content for our custom email 2.0 classes. The most useful feature for me? The assessment of email “Voice and Tone” – such email skills are the ones that make all the difference for employees working across cultures and teams. I see the Versant Pro – Writing Test as a key tool to help us maximize the return on our time and training dollars.” – Alka Pinto, Lead – India Learning Center, Qualcomm India Pvt. Ltd “Backed with accurate and unmatched technology, the Versant tests helped us standardize and scaleup our recruitment process. This led to significant improvement in the quality of hires on communication skills which considerably helped us optimize both our recruitment and training bandwidth.”

Answer the following question.

Q1. What are Versant tests? Why these tests are necessary? Explain

Q2. Give an overview of the case.

CASE STUDY (20 Marks)

Domino’s Pizza was embroiled in a viral crisis situation when two rogue employees posted videos of adulterated food on YouTube in April 2009. Tim McIntyre, Vice President of Communications, was part of the internal team that delivered the company’s crisis communication plan through Twitter and YouTube. What makes this story so compelling is the social media aspect of both the crisis itself and the strategy for managing the crisis by integration of the same media. The efficacy of best practices and principles of crisis management in the age of social media.

Answer the following question.

Q1. Assess the decision of Vice President of communication, Domino’s Pizza to integrate the same medium that sparked the crisis into the strategies to manage the situation.

Q2. Give an overview of the case.

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Business Communication - Give an overview of the case.

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Business Communication

CASE STUDY (20 Marks)

A high level US executive from New York, who was being groomed to be the next CEO in a Japanese company, had a very strong New York accent. Usually, we only work with international executives, but because they needed results fast and I knew the hiring manager, we agreed to work with him. Problem: Due to his heavy accent he was perceived as less educated here in California, even though he was very smart and had an MS degree from Cornell University. To make matters worse, he worked for an Asian company whose executives came to hear his “state of the company” speech twice a year, and they always had to pay special attention when he spoke.

Answer the following question.

Q1. Give solution of the above problem

Q2. Give an overview of the case.

CASE STUDY (20 Marks)

Communication is an essential aspect of business life. Every day, business persons have to communicate with people at different levels of the organization or with people external to the organization. And in this globalized environment they also have to communicate with people from different countries, with different cultural backgrounds. Poor or inaccurate communication can lead to conflict and negativity in the workplace. It could even lead to the cancellation of a deal or the loss of customer goodwill. In this competitive environment, businesses cannot afford such losses. The case focuses on the fundamental principles of communication clarity of purpose and knowledge of the subject and audience to empower readers to deal with both familiar and unfamiliar communication contexts.

Answer the following question.

Q1. Give your views on Business Communication.

Q2. Discuss the consequences of inaccurate communication.

CASE STUDY (20 Marks)

Employees were very positive about the SnapComms employee communications tools and the pilot process in general. The pilot team set up an escalation process for employees to leave feedback. “We did not receive one single negative comment about SnapComms, the offline time or anything to do with this pilot or process.” A survey was also conducted with staff in the pilot group to assess their satisfaction with each of the SnapComms tools. The results were very encouraging and endorsed the positive feedback that the Internal Communications team had received during the course of the pilot. Standard metrics that were collated for AHT, such as problem resolution, customer satisfaction and commissions were broken down so that results for the pilot and control groups could be separately identified. Improvements in resolution rates were made following the pilot. In terms of commissionable sales, the GenY pilot group performed better than the control group and their GenX and Baby Boomer counterparts, and suffered more when the offline time was withdrawn. Following were the key benefits of SnapComms channels • Messages delivered fast and read promptly by employees • Easier for employees to access critical or timesensitive information • Comprehensive, robust reporting and measurement • Reduced volume of content sent due to content filtering and aggregation • Visual, fun and eyecatching ways to send information • Reinforced employee learning

Answer the following question.

Q1. What was the impact Snap Comms on business KPIs? Comment.

Q2. What was the employee response to the Snap Comms? Discuss.

CASE STUDY (20 Marks)

Vodafone is at the heart of the mobile future where telecommunications, infotainment and information technology meet. It is a highly customer driven organization and believes that happy, fun people who enjoy coming to work equate to a great experience for its customers. Vodafone employs around 1400 staff in New Zealand and keeps its management structure as flat as possible to ensure that the decision making ability is closer to the customer. Vodafone’s employees are encouraged to take personal responsibility for their choices and to strive to delight customers. • In order to meet its objectives via its people, Vodafone recognize the importance of outstanding internal communication. The Vodafone team needs to be informed, engaged and enthusiastic so that they can anticipate customer needs and deliver greater quality and value, faster than anyone else. • The Vodafone internal communications team was looking for a way to communicate with their people in a unique innovative, fun, and effective way. Snap Communications were able to offer Vodafone such a solution. Working closely in partnership with Vodafone, Snap Communications customized existing offerings and developed a new tool to meet Vodafone’s internal communications requirements. • With the aid of the Snap internal communication tools, informed, enthusiastic, empowered staff can continue to deliver the mind blowing experience that customers have come to expect from Vodafone. Prior to using the Snap tools, Vodafone were looking for ways to overcome a number of internal communications issues: All staff emails were viewed as a junk medium due to high usage. In most cases they were ignored, in some cases they were automatically trashed. Hence cut through for important messages was difficult to achieve Low staff survey response rates. Staff Surveys were generally posted in the intranet and a link was sent out via email. Due to the issues associated with email volumes and all staff emails, the response rate to staff surveys was low. Managers needed to chase staff in order to ensure that important employee surveys were completed. Free up team meetings. Team meetings were filled with reminders, business

updates, product and service updates etc. Vodafone wanted to ensure that team meetings were efficient, effective and focused on their goals – not spending time covering off ‘housekeeping’ issues. Centrally manage the internal communication process. It was

difficult to centrally manage the number and diversity of messages being put out by different areas of the business. Drive intranet usage and help people find the information they require. Vodafone were moving to a global intranet which due to its sheer size would be harder to navigate. They were looking for a tool to help direct people to the information they needed. Gather staff feedback easily. To ensure excellence in every area of the business and involve employees, Vodafone were looking for a means to easily gather staff feedback regarding everything from external contractor performance to preference on future possible brand images. Timed, targeted employee communications. To ensure employees were able to focus more on customers and less on administration, Vodafone were looking for an internal communications tool that would allow them to receive only targeted internal communications that were appropriate and beneficial to the individual and that were timed to fit in with the employee’s work flow. Vodafone were also looking for a cost effective, high impact way to ensure their continued performance in the following areas: • Employee brand alignment • Employee involvement, commitment and enthusiasm • Vodafone’s ‘one team’ culture and ‘I Belong’ community spirit How Vodafone met its internal communications objectives Vodafone worked closely with SnapComms to develop a solution that met all of their communications objectives.

Q1. What measures have been taken by Vodafone to delight customers?

Q2. Why Vodafone has given importance to internal communications? Discuss.

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BUSINESS COMMUNICATION - Give an overview of the case.

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BUSINESS COMMUNICATION

CASE STUDY (20 Marks)

When you do business internationally, you may assume that all businesspeople have the same basic understandings. Although you will find a common appreciation for making profits and reducing costs, you may run across business approaches that surprise you. Diverse cultures have different business values and practices. A little effort at gaining some cultural literacy can help you deal successfully with people around the globe. It's important that you demonstrate that you are a global citizen so international customers are willing to do business with you. It's not realistic to set a goal of gaining a deep understanding of all the cultures you may deal with in the course of growing your international marketing. Instead, aim for a core competency. According to an article in "Profit" magazine, you can look at six areas of knowledge you need: Familiarize yourself with cultural attitudes about dealing with strangers, language barriers, how groups respond to sales pitches as either favors or cut­and­dried presentations, local channels you must use for brand awareness, the technical proficiency and capacity of the country or region and how the culture views the importance of doing things on time or relaxing about meeting times and deadline dates. You must understand how a culture views business dealings so you know what style to use when approaching businesspeople in that culture. Some cultures look at a transaction as a favor among friends, while others embrace the more American style of a straightforward discussion about making money. Still others may allow business discussions only in certain settings and frown on them at other times. Look into this aspect of the culture before you make any business proposals. You can evaluate your business transactions with a culture different from your own in light of that culture's contextual clues. This helps you avoid gaffes and create business communications that have a positive impact. The country's history and assumptions about Americans can affect how your message is received. Be sensitive to hot­button issues and avoid any phrases or words that could suggest you look down on the culture or that you consider the person you're dealing with to be a secondclass citizen in his own culture. This kind of cultural literacy is of utmost importance when you communicate so you can avoid unintentional negative cultural messages when conducting business. Using internationally accepted word choices and phrases ensures your business dealings won't be misunderstood. Some American phrases do not translate well. For example, "We shall see" means "No" in China. Other phrases such as, "Flying by the seat of our pants" or "Ballpark figure" may not have any meaning at all in other cultures. Scrutinize your written communications for figurative language that may not translate. In addition, cut your verbal communications to the basics. It's important for a company doing global business to remember that the language at its home office may not be universal.

Answer the following question.

Q1. How can you increase business by increasing awareness of cultures? Discuss.

Q2. Why International Business Communication is important? Debate.

CASE STUDY (20 Marks)

An Indian marketing executive from a start­up company recently came to us because she gave many webinars and her audience wasn’t responding well. Problem: She spoke too fast, never paused between words and was generally not understandable although she had deep knowledge in her field.

Answer the following question.

Q1. Give detailed solution for the above problem.

Q2. Give an overview of the case.

                            

CASE STUDY (20 Marks)

Whatever the size of your company, the greatest value comes by integrating your complete telecommunications portfolio with one vendor. And no company can offer the breadth of services, level of support, or innovative tools that CA can provide. Our industry leading Integrated Solutions are the choice of smart businesses nationwide. CA helps businesses rise above the status quo in the IT world. Most businesses are unable to audit their IT spend because they have no accurate inventory of their IT setup (phone lines, contracts, pricing, equipment, etc.), let alone by location. Businesses struggle with multiple carriers, service vendors, contract terms, and technology platforms, all of which adds unnecessary complexity, management burden, and costs. On top of it all, IT staff members are usually bogged down in the daily grind of break fix issues instead of being dedicated to forward looking projects for the business. With CA Communications as a strategic partner, life won't ever be the same: CA conducts a comprehensive inventory review of every location and provides you with. No more guessing what your monthly spend is or what contracts are in place for each of your locations. No more blindly counting on vendors to bill you correctly. CA consolidates and aligns your telecom spending through consultation and sourcing. We provide expert help to determine what you have and what you need. We then, without bias, provide professional sourcing to vastly simplify your telecom setup while ensuring you receive the absolutely lowest prices on equipment or network service without sacrificing quality. With CA, all of your telecom contracts will leverage your total telecom expenditures and will be coterminous. CA proactively manages your IT system – we will monitor your environment and you will have one call to make to one company for any issues nationwide 24x7x365. No more waiting on hold for endless hours with a giant company or being burdened with service issues that are more cheaply outsourced. CA can also recommend the right array of managed services to ensure your IT system has the lowest total cost of ownership that is robust even in the face of rapid growth or a natural disaster.

Answer the following question.

Q1. Why it is difficult in most of the companies to audit IT spend? Discuss

Q2. What is proactive management? Explain

CASE STUDY (20 Marks)

Ability to swap content out quickly —Prior to rolling out the SnapComms solution, the insurance company were limited to what they could put on staff screensavers. This was due to the fact that pushing out screensaver content to staff computers was only done once per quarter, so the ability to change what was displayed was time consuming for the desktop team. With the SnapComms Screensaver Messages solution, the Communications team have complete control of when screensavers are displayed, how many are displayed at once, and they now have the additional benefit of being able to target specific screensavers to different parts of the business. The assigned message administrators can deploy a screensaver whenever they need to, without engaging the Desktop Support team to push it out manually, making the whole process a lot more efficient. SnapComms has addressed the issues that were impacting staff communications at the insurance company. Important communications now get the cut through they need in order to keep staff informed of potential issues at their location in real time. The Communications team now has the ability to run targeted internal communications campaigns without having to rely on the desktop support team. And the Compliance manager has the ability disseminate compliance communications across the business, with an eye to the future of being able to quiz staff on policies and track results in real time.

Answer the following question.

Q1. Give an overview of the case

Q2. “SnapComms does more than just reduce email overload” Comment.

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