Analysis of Case Studies and Self Reflection (Essay Sample)

Running Head: COMMUNICATION AND MANAGERIAL SKILLS
Communication and Managerial Skills: Case Study Analysis
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Q1
Although Smith is reflected as a highly dedicated and industrious worker, there are several aspects of his life that are hardly easy to comprehend. Different people seem to portray him in different perspective and that means there is more to him than it meets the eye. Although Jason the Janitor thinks of him as a cool and humble guy who keeps much to himself and probably does not have a girlfriend, and Felicia portrays him as a warm and gold hearted guy, these two aspects is contradicted by Catharine’s assertion that a lady once came looking for him and he turned her down. Turning somebody down is not a trait to be attributed to a warm and gold hearted person and further it discredits Jason’s view that Smith does not seem to have a girlfriend.
Wilson the boss paints a picture of someone who probably comes from a rich family while Felicia, the co worker says Smith comes from a poor family. In addition, Smith’s character is seen by the boss as being strange although calm and collected and compares him of a mass murderer in a movie. This is quite sensitive especially coming from the boss. Felicia on the other hand draws an image of a calm person who is even involved in social activities with underprivileged children as a gymnastic trainer. Although Catherine says of Smith as being ‘okay’ and never misses to say ‘hello’ and supported by Felicia’s assertion that Smith is a warm hearted person, the fact that Felicia again says that Smith had a big argument with her sister is a cause to worry as far as kindness is concerned.
Smith character and personality remains a mystery although everything he does seems perfect. His place of work is tidy and his car is sparkling as both the boss and Felicia would confess. He is such a perfectionist as Felicia would say but his physical appearance leaves more to be desired. He puts on earring and has a mustache that many things he would have been great without. Smith is definitely different from different people and from different perspective and as such it is hard to know the true Smith.
A reliable Smith from these interviews depends from the perspective one is looking at. From the work perspective then a reliable Smith can be formed but on the personality perspective there is more to doubt. Smith has proven to be an industrious worker who can work diligently and tirelessly to complete his task even if it means working extra hours and during the weekends. Nobody has doubts about his potential to deliver and the boss himself confesses that he raised to the position of a senior account in three years a fete that would take best accounts five to seven years to achieve. Jenkins, former CEO concurs with Wilson that Smith is an exceptional and one of the finest employees.
On the other hand, forming a reliable Smith judging from his personality and social life is hardly easy. The boss talks of Smith as being a strange man, and he still remains a mystery to be unraveled to Catherine. Smith looks rather shy to many but according to Felicia, he is a warm and gold hearted guy whom they often discussed many things together. On the contrary the boss sees Smith as someone who never talks about his social life and has never bothered to ask. In brief, judging Smith from his personality is hardy possible but from his work record, he would score highly.
If I was a headhunter, in order to best understand Smith, I would first check if his behavior is predictable and coherent and thereafter make a comparison between different assumptions made about him. In doing so, I would do away with halo effect that seeks to make a conclusion based on one premise .Checking his performance record and trying to figure and assess his performance in other duties apart from job specification is very essential in understanding him since it gives an insight about him in other roles. A stint look into his social life is particularly vital especially what he does and how he does them. His approach to social issues especially the way he handles problems would be important in trying to understand Smith. Lastly I would try to see how he relates to people both close and those from without because from there I can learn more about him.
Q2
A communication channel is a medium through which verbal or non verbal communication is conveyed. Several communication channels operated and which led Nestle to change its position on infant milk marketing strategy. At first protests were organized. Wolsfeld argues that protest indeed act as communication channels and are very effective and convenient CITATION Wol88 \l 1033 (Wolsfeld, 1988). In Nestlé’s case, protest was organized by campaigners because of Nestle defiance to the problem. Lehman concurs with Wolfsfeld that protest indeed is effective but only when it is supported by a public channel that transmits message to the intended people CITATION Leh90 \l 1033 (Lehman, 1990). Boycotts of Nestle products were employed as a means to communicate to the Nestle Company. These boycotts were massively done by religious groups, students union and other organization.
The current situation cannot be regarded as moral deafness according to Birds definition. Bird defines moral deafness as a state of being inattentive and unresponsive to moral and genuine issues raised by people despite personal moral conviction CITATION Bir02 \l 1033 (Bird, 2002) . He goes ahead to identify different types of moral deafness and of importance here is inattentiveness and not considering the accounts of others CITATION Bir02 \l 1033 (Bird, 2002). Going by Bird’s definition and using being inattentive as morally deafness, we would say the current Nestlé’s position cannot be regarded as ‘moral deafness.’ After the initial protest began, Nestle comprehended the situation and took into account the consideration of public opinion. They have made significant changes in its marketing strategy and have stopped infant formula promotion to the public. Furthermore they are engaging health professional in the recommendation of breast milk substitute and calling this moral deafness would be inappropriate. The current situation does not gather sufficient threshold for it to qualify as moral deafness. Bird asserts that to be attentive is to be willing and prepared to comprehend other people’s communication and Nestle has been attentive to the concerns raised by the people and has stop its campaigns CITATION Bir02 \l 1033 (Bird, 2002). Therefore, going by Birds argument, the current situation cannot be regarded as moral deafness.
Q3
McDonalds has not handled the beef fries controversy effectively. At first when the controversy erupts, the company declined to comment on the issue but later issued a conditional apology admitting to using beef flavors in the fries. The apology neither gave any reason to the effect nor does it apologize directly to the affected people. The problem is compounded further since there was no spokesman to talk on behalf of the company resulting in contradicting information. The manger of Thai Café in the US is very rude in responding to complaints asserting that they have more customers already.
A rude respond to Shah from Customer Satisfaction department confirming that they use beef ingredients causes outrage forcing the company to issues a statement alleging that it never claimed that the fries were vegetarian. This statement contradicts an earlier respond it had sent to a customer in a letter stating that fries were vegetarian. Casmir explaining about contradiction in Dialectical Theory of communication asserts that contradiction is an inherent conflict and has the tendency to negate one another CITATION Cas94 \l 1033 (Casmir, 1994).When McDonald reverted to using pure vegetable oil over tallow because of cholesterol concerns, the company did not inform the customers of its decision to use beef extracts to retain the flavor. Bharti accuses McDonald for issuing unconditional apologies and at the same time issuing a statement saying that the apology did not mean they were admitting claims that it misled millions of people into buying the fries. McDonald handling of the controversy is shoddy in the perspective that the statements they give apart from being contradictory are short in depth and difficult to comprehend. McDonald while apologizing says they never furnish customers with complete information and this is a serious problem in communication CITATION Bou10 \l 1033 (Bounds, 2010).
Q4
Executive failure: BP failed to respond to the communication crisis at first and instead went about its normal activities when in reality the situation needed attention.
Human failure: BP failed to assure the public that it was in control of the situation and that they were taking necessary measures to see that the crisis was given the seriousness it deserved. They kept on delaying in giving response and when they did, they were shifting blame
Leadership and effective communication in any organization are inseparable. The ability to influence and inspire others requires high levels competence and skill and if BP had such a competent and public relation officer, then the communication process could have been handled differently. From the onset, BP should have considered the use of social channels useful because of its ability to reach many people. Bp should have appointed a team of highly qualified and competent public relation personnel to oversee the communication crises. This pool of experts would have advice the company on the best steps that were supposed to be taken so as to contain the crises since different crisis calls for diffe...