Business Communication - Case Studies (BBS/BBA/BIM/MBS)

 

CASE STUDIES (BIM/BBA/MBS/BBS - Communication)

To conduct a case study on managerial communication, follow these steps:

• Read and Examine the Case Thoroughly: Familiarise yourself with the case and take notes. Highlight relevant facts and underline key problems

• Focus Your Analysis: Identify two to five key problems in the case study. Explore why these problems exist and demonstrate that you have researched them

• Evaluate the Case: Outline the various pieces of the case study that you are focusing on. Discuss what is working and what is not working. State why these parts are or are not working well

• Propose Solutions/Changes: Provide specific and realistic solutions or changes needed to address the identified problems. Explain why these solutions were chosen and support them with solid evidence

CASE STUDY 1:

Ms Simron is an agent of Nepal Life Insurance Company (NLIC) from Jawalakhel Branch. She enjoys her profession. However, fellow agents and branch officials have noticed some of her habits including her dress code. Last Saturday, Ms Simron went to meet a high profiled person from Social Sector, named Mr Deepak Sharma with a prior appointment wearing faded jeans, a floral top and casual sandals. That was a usual Saturday with all the office staff of Mr Sharma in attendance. When Ms Simon entered his cabin through the office staff who was seated in the hall. The Office staff made a notice of Ms Simron's dress and was not impressed. Even though Ms Simron arrived to meet Mr Sharma with a prior appointment, his secretary was not convinced that she represents a Life Insurance Company. However, Ms Simron was given an audience with Mr Sharma where she sat across the table and placed her bag on it. She had greeted Mr Sharma and sat only when she was told to do so. Ms Simron began her conversation by exchanging niceties and then enquiring with Mr Sharma about his age, qualification, family details and annual income. In the middle of the conversation, Ms Simron answered a call on her cell phone by excusing herself. While Mr Sharma was responding to her queries, the agent checked her mobile for WhatsApp and other messages in a casual manner. Mr Sharma got an important call from his associate and had to leave for an urgent meeting. Hence, he requested Ms Simron to come again after an hour at 4 p.m.

After having light snacks in the neighbouring restaurant, Ms Simron began to shop for groceries and clothes. She got all of her normal duties done prior to the weekend. As she was too busy shopping, she forgot to keep her appointment and went to see Mr Sharma at around 4.30 p.m. She found that Mr Sharma had already left for the day. This left Ms Simron very frustrated and dejected.

Questions

1.   Describe whether Ms Simon maintained business etiquette.

2.   Describe what Ms Simon did wrong and what she could do to correct it.

3.   Supply some suggestions to Ms. Simon putting emphasis on business etiquette rules.

Answers:

1.   Business etiquette does not just know what to discuss during a business dinner or how to address colleagues, rather it is a way of presenting oneself in such a way that s/he will be taken seriously. As in the case of Ms Simron, she has not maintained certain business etiquette such as in dress-up and using a cell phone in the due course of a business deal. Firstly, she should have worn formal dress while dealing with the high profiled person to give a positive impression as a representative of a reputed company. Secondly, she should have patiently listened to the person to whom she was giving information about the insurance policy. She lets other people notice that she lacks effective listening skills, which is supposed to be one of the components of business etiquette. Punctuality is another important component of business etiquette but Ms Simon denies the importance of time in business deals. Hence, she simply turns out to be a failure in maintaining business etiquette.

2.   In fact, she made a couple of mistakes. First, she just did not take the dress code very seriously in the business deal; therefore, she simply wore faded jeans and casual sandal. This gave a negative impression of her to the people whom she went to visit. Secondly, she exposed her immaturity by checking her mobile for WhatsApp and other messages in a casual manner. Thirdly, she failed to be time-conscious in business meetings. Without completing her business mission, she went for shopping and killed the time for personal matter. In short, she did not do her duty of maintaining business etiquette.

3.   Professional social situations can be awkward in the absence of etiquette. And, unfortunately, many people tend to make fool of themselves because they don't understand that etiquette rule in business is a must. As a representative of the insurance company, Ms Simon should be conscious of the dress code. It is always better to dress smarter to impress in business. Similarly, punctuality is a simple way to show courtesy and respect for others: customers, clients and to colleagues. When someone shows up late for appointments, meetings or meals, s/he sends a clear message to others that his/ her time is more important than that of others. So, Ms Simon should take punctuality as a business etiquette. In the same way, paying attention to messages on the cell phone instead of the meeting sends a signal that the people in the room are not important, therefore, it is not good to look cell phone and see the messages in the course of a meeting. This kind of habit must be put aside by Ms Simron, too.