Case Study – Professional Communications


Assignment 2 Case Study
Susan Metcalf, the Managing Director of Youbeaut Enterprises sits at her desk after returning from a rather difficult board meeting. Susan was asked to report on progress for the upcoming office renovations. Her managers had told her that everything was on track to begin in 3 months. She gave this message to the board and stated that her managers were more than capable and she had every confidence in them. She proceeded to move on to other agenda items that she believed were important and needed addressing.
However, Jack Rixon, a newly appointed board member spoke up. “Hey, back up a minute. I have been hearing rumours that there is a lot of discontent over the renovations. Please tell me that nothing will go wrong.” Other board members agreed with Jack. There were nods all around the room. A motion was passed for an update to the board on progress at next month’s meeting.
Susan sits at her desk and considers what is happening. She has every confidence in her managers so she does not keep close to minor details in each division. She calls the managers to an informal coffee meeting.
“Talk to me.” she says. “About what.?” Fred Growth, the Sales Manager, asks Susan. “About anything. Let’s just talk,” she says.
Everyone looks uncomfortable. Fred mentions some good results that were achieved that month. Mark Profit, the Finance Manager, adds that spending is on track. The other managers mention some wins in their divisions.
“Anything else anyone wants to talk about?” Susan casually asks.
Silence. Everyone finishes their coffee while talking about the latest football game.
“Hold on”, Susan says. “Before you go, I’ve heard rumours our office renovations are causing trouble throughout the organisation.”
Fred says ”Oh, don’t worry about rumours, there are always rumours going around.”
“Of course there are rumours. And they are all concerning your division.” Mark snaps.
I’m sick of you giving my staff a hard time. That’s it, I’m going back to work.” With that Fred storms off. Mary Peoples, the HR Manager, rolls her eyes and looks away.
The next day Mary calls in to Susan’s office. “I thought you’d like to see this. Especially after what happened over coffee yesterday. It’s a summary of staff surveys that were taken a couple of weeks ago.” She gives it to Susan and leaves.
Susan quickly flicks through the surveys. She is now feeling really uncomfortable. She is disappointed that there seems to be overall communication issues in her organisation. All of a sudden, she feels that communication could be a problem for the entire health of the company.
Your Task
Susan decides to call Verybest Consulting and you, as the communication expert, have been given the task of advising the CEO on the state of communication at Youbeaut Enterprises. You have been briefed on the recent events by Susan.
You have also been provided with the staff surveys that were taken by HR a few weeks ago. Your report on the state of communication at Youbeaut Enterprises is due in 4 weeks.
Supplementary information
The survey was conducted by the HR department and staff could complete the survey anonymously. Ms Metcalf did not complete the survey.
There were 30 managers and 200 workers who completed the survey.
The surveys asked the respondents to provide a rating for each question using the scale below:
1) Completely Disagree 2) Mostly Disagree 3) Neither Agree or Disagree 4) Mostly Agree 5) Completely Agree
This is the summary of the results:
Workers’ Survey Results
1) I have a clear idea about my job role.
1) = 52
2) = 37
3) = 66
4) = 35
5) = 10
2) I am satisfied with my performance
1) = 19
2) = 36
3) = 42
4) = 45
5) = 58
3) I have confidence in the intentions of the top management.
1) = 35
2) = 40
3) = 30
4) = 65
5) = 30
4) I feel comfortable going to my manager to voice my concerns.
1) = 60
2) = 41
3) = 49
4) = 40
5) = 10
5) I like to come to work every day.
1) = 24
2) = 32
3) = 44
4) = 45
5) = 55
Managers’ Survey Results
1) I try to seek employees’ input when making decisions.
1) = 4
2) = 4
3) = 2
4) = 11
5) = 9
2) I tend to closely supervise my subordinates.
1) = 1
2) = 0
3) = 17
4) = 9
5) = 3
3) I consider myself an approachable manager.
1) = 0
2) = 0
3) = 1
4) = 13
5) = 16
4) I tend to customize my communication with employees to fit specific
1) = 0
2) = 2
3) = 14
4) = 8
5) = 6
5) I like to come to work every day.
1) = 1
2) = 2
3) = 1
4) = 17
5) = 9

Length: 2000 words (includes everything except Title Page, Executive Summary, Table of Contents, List of Figures, Appendices, and References).
The following is a general guide you can use to structure the long report. You can modify this structure if it will improve the overall quality of your report.
Front end to include: Title Page, Executive Summary, Table of Contents, List of Figures
Body to include:
1.0 Introduction
Introduce the topic and objectives of the report.
2.0 Analysis of Communication Issues
2.1 Situation Analysis: Analyse the key communication issues using relevant literature.
2.2 Employee Surveys: Analyse the surveys, presenting key information relevant to the issues above; use figures and charts to help communicate the findings. Place figures/charts immediately near the text that discusses and refers to them and use relevant literature if appropriate.
3.0 Conclusions
Based on the situation analysis, staff surveys and your findings from relevant literature, draw the main conclusions/implications. In other words, you must combine what you have learnt in the literature with what you have found by analysing the case and the employee survey results.
4.0 Recommendations
Provide your recommendations on how to improve the quality of communication, productivity, and the general climate of the organisation. Your recommendations must relate clearly to your preceding findings. This means, avoid recommending
anything that does not logically flow from or is not backed up by what you have discussed in the report. Recommendations should be practical and implementable
5.0 List of References
You need to include at least 5 research articles from published scholarly journals.
6.0 Appendices
• Please refer to the course outline for assignment submission guidelines.

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