The lack of customer feedback could be a major setback for planning and develop strategic approaches for product and service improvement and it is not necessary that the lack of availability of customers for obtaining feedback would always be responsible for this. In certain cases, the inappropriate treatment of the feedback data could render it irrelevant for obtaining valid insights to develop a necessary plan of action. Shen, et al. However, the reports are complex to understand thereby leading to setbacks in the implementation of an action plan to leverage customer feedback for improving products and services.
Another potential reason for which feedback cannot be used to the advantage of the organization is identified in the superfluous complications associated with the process of executing the feedback in action.
Business Communication Case Studies with Questions and Answers
This factor could be largely attributed to the time taken for decision making from the available feedback which also implies delays in implementing action plans. Therefore a client-centric business has to be dependent on the dynamics of customer feedback management as a mandatory strategic approach through which it can accomplish the objectives of improving customer experience Sorrells, Customer Feedback Management: The process of customer feedback management has to be associated with the mandatory implications towards systematic gathering of customer feedback data, critical analysis of data and interpretable dissemination of the feedback alongside information regarding follow-up actions.
For example, in context of marketing objectives, the customer feedback has to be directed towards development of marketing solutions tailored to the target audience and the definition of a message that could resonate with the audience. In the case of service objectives, the customer feedback is used to determine whether the products and service offerings, as well as support provided by the organization, are able to address customer expectations.
Symbols are reflective of images, gestures, objects,and language that are recognized in specific cultures. The element of Rituals reflects on the mandatory activities that are exercised at free will in a particular culture and can be defined in examples of religious customs or expressing respect to other people. These three facets are considered visible element of culture while the aspect of values forms the core component of culture and is generally vested in the preferences or tendencies of people to act in specific manners according to difference in situations.
Influence of Culture on Perception: The influence of culture on perception of an individual is identified through the three phases of the process of perception that include selection, organization,and interpretation. Selection aspect of perception is vested in the perception for similar stimuli in a foreign environment that can be considered as responsible for the difficulties in understanding new languages that are different from the native language of the receiver. Interpretation is another notable determinant of the effectiveness of intercultural communication as similar situations, gestures or actions can be perceived differently by various people.
High context culture is defined explicitly through the surrounding environment without the requirement for description while low context culture is dependent on communication through verbal communication. The low context cultures are highly dependent on detailing and specificity of verbal messages thereby leading to appreciation for verbal abilities in low context cultures. On the other hand, in the case of high context cultures, sensitivity towards nonverbal messages is profoundly observed and messages are generally presented in the physical context or through internalization in the person.
Conclusion: The assessment presented an introductory statement for the tasks that would be undertaken in the report with prominent emphasis on the scope and primary objective of the report alongside a description of the case of the multinational organization that is considered for evaluation. Then the report presents a literature review that helps in evaluation of the issues in communication encountered by the organization that leads to development of suitable recommendations that are presented in the final section of the report.
Recommendations: Based on the inferences derived from analysis of the issues encountered by the multinational corporation with respect to business communication, different recommendations can be suggested individually for the three issues evaluated in this assessment. References Adnan, N.
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Cengage Learning. Shen, G. Effective marketing communication via social networking site: The moderating role of the social tie. Journal of Business Research, 69 6 , Sorrells, K. Intercultural communication: Globalization and social justice. Sage publications. Stachova, K. Efficient involvement of human resources in innovations through effective communication. Business: Theory and Practice, 18, Zheltukhina, M. Man in India, 97 14 , They include: Ineffective use of social media such as blogs, wikis, social networks to support teams in sharing ideas, building knowledge bases and task management.
Lack of quality feedback from clients on ways to improve product quality and service delivery Misunderstandings and lack of trust based upon intercultural communication issues in different contexts Your manager has asked you to develop strategies and plans to improve communication at all levels In order to complete this task, you will need to review relevant academic literature and case studies to provide evidence and examples.
Answer Introduction: Effective business communication is perceived as the key to accomplishing sustainable improvement in the performance of a business. This was not the actual tension on official grounds, actual dispute aroused at that point of time when James, being an operational head, introduced a new policy which made no sense to the team members and just increased their existing workload.
Although team members were not allowed to question upon any of the policies being made by operational head but Herry, being a close friend, lost her temper Cushman and Cahn, As per the views of Herry, working with this newspaper agency for longest time period, she knows well what initiatives can prove to be helpful for the organization and what tends to create workplace issues.
Besides this, Herry believed that being a less experienced employee, James lacks self confidence and the meetings that are being called up by James were just wastage of time as she takes a moment to get started and becomes diverted very easily which creates a feeling of frustration in the mind of employees.
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When James was asked to identify her perception of the reasons behind this conflict, she clearly stated that she is continuously facing split in the team dynamics and she considers Herry as the reason for this split and sense of disrespect. More than half of the employees still treat her in the same manner as they did before this promotion which is quite difficult while challenging the quality of work and rest of the employees maintain particular distance from her.
This creates an impression that they degrade the performance of James by spreading negative things in about her in secret and Herry highly favors them which is quite unbearable for her. I, being a team leader and companion of both the parties involved in dispute could not take any legal action against any of the parties and therefore decided to go for an informal communication method called mediation. Mediation can be considered a better option to sort out this dispute as the two individual were good friends before the promotion and formal procedures of conflict resolution may cause further harm to the relationship.