KAZIAN GLOBAL SCHOOL OF BUSINESS MANAGEMENT
SUBJECT: Business communication
Name: Harish Kumaraswamy Reference Number: KT-00512-10224
Note:- 1) Kindly write case study number question number properly
2) Attached question papers with answer sheets
Section A (Marks-15)
Barry and Communication Barriers
One common complaint employee’s voice about supervisors is inconsistent messages – meaning one
supervisor tells them one thing and another tells them something different. Imagine you are the
supervisor/manager for each of the employees described below. As you read their case, ...view middle of the document...
owners note there are additional costs for training and making sure food is handled safely.
One day Barry comes to work and is rather upset even before he steps into the restaurant. Things haven’t
been going well at home and he was lucky to rummage through some of the dirty laundry and find a
relatively clean outfit to wear for work. He admits he needs a haircut and a good hand scrubbing,
especially after working on his car last evening. When he walks into the kitchen he notices several trays of
uncooked meat sitting out in the kitchen area. It appears these have been sitting at room temperature for
quite some time. Barry is frustrated and doesn’t know what to do. He feels like he is beating his head
against a brick wall when it comes to getting employees to practice food safety.
Barry has taken many efforts to get employees to be safe in how they handle food. He has huge signs
posted all over the kitchen with these words: KEEP HOT FOOD HOT AND COLD FOOD COLD and WASH
YOUR HANDS ALWAYS AND OFTEN. All employees are given a thermometer when they start so that they
can temp food. Hand sinks, soap, and paper towels are available for employees so that they are
encouraged to wash their hands frequently.
1. What are the communication challenges and barriers Barry faces?
2. What are some ways Barry might use effective communication as a motivator for employees to follow
safe food handling practices?
3. What Standard Operating Procedures (SOPs) would be helpful for Barry to implement and enforce?
Case -2 Outsourcing Backlash Gets Abusive, Ugly Marks-15
“I don’t want to talk to you. Connect me to your boss in the US,” hissed the American on the
phone. The young girl at the Bangalore call center tried to be as polite as she could.
At another call center, another day, another young girl had a Londoner unleashing himself on her.
“Young lady do you know that because of you Indians we are losing jobs.”
The outsourcing backlash is getting ugly. Handling irate callers is the new brief for the young men
and women taking calls at these outsourced job centers. Supervisors tell them to be “cool”.
Avinash Vashistha, managing partner of NEOIT, a leading US-based consultancy firm says,
“Companies involved in outsourcing both in the US and India are already getting lot of hate mail against
outsourcing and it is hardly surprising that some people should behave like this on the telephone.”
Vashistha says Indian call centers should train their operators hoe to handle such calls.
Indeed, the furore raised by the Western media over job losses because of outsourcing has made
ordinary citizens there sensitive to the fact that their calls are being taken not from their midst but in
countries, such as India and the Philippines.
The angry outbursts the operators face border on the racist and sexist, says the manager of call
center in Hyderabad. But operators and senior executives of call centers refused to go on record for...