Business Communication

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Business Communication

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TMA 1

Question 1

a. Set a communication objective for your meeting with George.
As a result of my meeting with George, he will approve my suggestion to buy three advanced computers and a more sophisticated photocopier.

b. Choose your communication style for the meeting with justification.
I will use tell and sell style for meeting with George.

Tell Style

I will tell George that one of the computers in my department has broken down and other computers are either old or slow. Some of our staff has to share their computers with other colleagues. It will affect their work efficiency, productivity and our day-to-day business. They are not happy with their poor working environment.
I need to buy a sophisticated photocopier because our staff has already got heavy workload, our photocopier is always not working properly and do not have other functions such as staple, sort, scan etc. We have to hire two part-time clerks to reduce their workload.

Sell Style

I will explain to George that the speed of these new computers are faster, efficiency, user friendly and have bigger megabyte. The new photocopier has additional new functions and we can use it as a fax machine.
All these new equipments will reduce our staff??™s workload and we can lay off two part-time clerks. It provides a better working environment for them and will increase their work efficiency and more productivity. Both our business and profit will grow rapidly. These new equipments have energy saving function, it can reduce our electricity bill each month and also create a green working environment.

c. Show how you could motivate George to accept your idea with clear
explanations. You should use five ways to motivate him.

Punishment and Reward

Use a reward.
As George is the Financial Controller to control our office budget, I will explain to him that having these new advance equipments, staff will appreciate you, as it will help them to reduce their workload. They will respect you as an open-minded, considerate staff working environment and willing to accept new suggestions. Giving someone admire and acknowledge is a kind of reward.

Appeal to growth needs

These new equipments will increase staff work efficiency many times that means both our business and profit will grow. You will recognize by your boss as a sagacious Financial Controller. It will build-up a good relationship with your staff and esteem by them. This will appeal to his growth needs.

Use people??™s need for balance
Upset the balance
I can upset George??™s balance by telling him that if we do not have these new equipments and our staff has to share computers with each other. They are not happy with their poor working environment and will reduce their work productivity. As a result of that our business and profits will drop again. Since our profits have been falling for the past few months.

Restore the balance

With these new equipments, our staff will have a good working environment; they are happy and even work harder than before. As a result of that our business and profit will grow and we may have salary increase at the end of the financial year. Your boss will appreciate your work since you have been working for this company for few months and our business grow sharply and earn a huge profit.

Perform a cost/benefit analysis

Cost

We have to spend extra money to buy 3 advanced computers and a more sophisticated photocopier. If we don??™t have these new equipments, George will not support and respect by our staff.

Benefits

After we provide a training course to our staff on how to use these new equipments and it can reduce their workload. With these new equipments, our staff will have a good working environment, more efficiency, more productivity and happier than before.

Benefit greater than cost

We can lay-off the two part-time clerks and it will save a lot of money in our salary budget. All these new equipments have the energy saving function and it will reduce our electricity bill for nearly 10% per month. Our staff will increase their work productivity and our profit will grow steadily. Our boss is happy when they see our business rapid growth and earn a huge profit. Staff thinks that you are always take care of them and they will build-up the good relationship with you.

Sensitive to character treats

George belongs to the ???comptroller??™ and I will use a matter??“of-fact tone to motivate him. If we don??™t have these new computers, our staff has to share computers with other colleagues. It will create a lot of pressure among them and will reduce their work productivity. The photocopier is always not working properly and staff are not happy with their poor working environment.
I will explain to George the benefit of these new equipments are faster, efficiency and increase our staff work productivity. We can dismiss two part time clerks and save our salary budget. These new equipments have energy saving function and reduce our electricity bill about 10% per month. It creates a green working environment and our staff are happier than before.

Question 2
a. Was there a conflict in the situation Justify your answer

Inter-dependent Relationship

Jesse and Shirley have an inter-dependent relationship because they have been working together on this uniform project for the past two months. All their store assistants uniform have to be changed by the second week in June.

Blame

They blame each other about the colour of the uniforms. Jesse couldn??™t accept any faulty uniforms and asked Shirley talk to BXB to deliver the right colour uniforms to them before the deadline.
Shirley said BXB told them that the colour might be a bit different from the sample. Jesse confirmed the colour was fine but now he said the colour was not acceptable.

Anger

Both Jesse and Shirley lost their temper and exchanged sharp words such as Jesse could not ask the company to accept any faulty uniforms. Shirley said if we couldn??™t meet the deadline, it was all Jesse fault and she walked out of Jess??™s office angrily.

Unsatisfactory Output

Jesse and Shirley have conflict about the wrong colour of the new uniforms. If BXB can??™t find the right colour to remake all the uniforms, the productivity of the uniforms will be affected and may not deliver the uniforms to them before deadlines. Both Jesse and Shirely??™s working performance will be affected.

b. Analyse the disagreement/conflict.

Number of people concerned

There are only Jesse and Shirley involved in the conflict and the number of people concerned is quite small, resolving the conflict should be easy and straight forward.

Negotiation power

The conflict is caused by Shirley??™s dissatisfaction about Jesse not accept the new uniforms made by BXB. Shirley does not have the authority to comprise, as Jesse suggested she has to talk to BXB whether they can deliver the right colour uniforms in two weeks??™ time.

Urgency

The conflict between Jesse and Shirley should classify as urgent and critical. All their store assistants have to change their uniforms by the second week in June. Shirley should arrange another meeting with Jesse to work out a possible solution to solve this conflict.

Communication channels

Although Shirley was unhappy that Jesse refused to accept the new uniforms. She should organise a meeting with Jesse, confirm the date and time is suitable for him. Book the conference room and talk to him face to face to find out a solution. She should make sure there is nothing to disturb them during their meeting.

c. Suggest, with clear explanations, how the disagreement/conflict could be
resolved.

Reconciliation

Both Jesse and Shirley should work towards a win-win situation, do not blame each other and try to find out a solution to solve the conflict. Shirley may adopt the you-attitude when she speaks to Jesse. Shirley should set up an appointment with Jesse and explain to him that BXB may not deliver the right colour to them before the deadline. Then all their store assistants can??™t change their uniforms on the second week in June. Their boss must be unhappy and query about their work capabilities. Shirley may convince Jesse to negotiate a discount with BXB instead of ask them to remake all the uniforms. Their office can save a lot of money and their boss is happy about their work performance. They all have a win-win situation and nobody lose.

Managerial mediation

1. Their boss should arrange a preliminary meeting with Jesse to hear about why he was not happy about the colour of the new uniforms as well as suggest for a solution. Their boss should respect Jesse??™s work for this project.
2. Their boss holds another preliminary meeting with Shirley listening to her story why she was angry with Jesse. Also suggest a solution and thank Shirley for her contribution for this project.
3. Their boss arranges a three-party meeting as soon as possible and confirm the date, time and the venue is the office conference room. He will brief them the purpose of this meeting is looking for solution and not to blame anyone.
4. During the three-party meeting, their boss should say thank you all to attend this three party meeting and mentioned he had separate meeting with all of you individual to listen to your stories. They are now here to work out the best solution to this uniform project and the most important is the cooperation. Then all their store assistants can change their uniforms on the second week in June.
5. Jesse and Shirley should conclude a solution to accept the new uniform such as they can negotiate with BXB for discount. Their company can save a lot of money and it is a win-win situation. Their boss should take down the meeting notes and send to Jesse and Shirley.
6. Their boss should schedule follow up meetings with Jesse and Shirley to review the situation of the uniform project and make sure BXB can deliver the uniforms to them before the deadline.

Fundamentals of Business Law