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Effective Business Communication Case Study

Task: Case study: A multi-national organisation operates in various countries including Australia, Vietnam, India, Oman, and Nigeria. The organisation manufactures and distributes agricultural equipment to local and international clients. In total the organisation has 8,000 employees in five countries and more than 1 million customers worldwide. The head office is based in Australia. In recent years the organisation is facing several communication challenges.

They include:

Ineffective use of social media such as blogs, wikis, social networks to support teams in sharing ideas, building knowledge bases and task management.
Lack of quality feedback from clients on ways to improve product quality and service delivery
Misunderstandings and lack of trust based upon intercultural communication issues in different contexts

Your manager has asked you to develop strategies and plans to improve communication at all levels In order to complete this task, you will need to review relevant academic literature and case studies to provide evidence and examples.

Introduction: Effective business communication is perceived as the key to accomplishing sustainable improvement in the performance of a business. The necessity for communication within the organization as well as in the external context is profoundly observed in the modern business environment that is characterized by drastic changes consistently.

Description of organization: The following assessment is directed towards evaluation of the case of a multinational organization headquartered in Australia which deals with manufacturing and distribution of agricultural equipment with a prominent local as well as international client base. The organization’s workforce comprises of 8000 employees with its operations spread across five different countries namely Australia, India, Vietnam, Nigeria and Oman (Adnan & Jambari, 2016). Another profound highlight that can be noticed in the case of the selected organization is the formidable customer base which accounts for more than 1 million customers all over the world.
Primary Purpose of the Report: The primary purpose of the report is vested in addressing the communication challenges encountered by the case study organization in recent times. The report would aim at evaluating the communication-related issues faced by the organization and develop reasonable insights for resolving the issues.
Scope of report: The scope of the report would include the three notable communication issues that would be evaluated by referring to literature available with references to the three issues. The scope of the report would also imply that there would be no consideration for the influence of additional factors that influence effective business communication and would focus mainly on the three concerned issues. The report would cover issues such as the use of social mediaas a resource for business communication, feedback’s significance and the necessity of intercultural communication.
Report outcome: The report outcome would be primarily identified in the comprehensive interpretation of the nature of the issues and the factors that promoted them that can help in deriving strategic recommendations for addressing the issues (Asante, Miike & Yin, 2013). The report outcome would also emphasize the implementation aspects of the recommendations alongside establishing metrics for ascertaining the success or failure of the recommendations.
Structure Preview: The structure of the report would be divided into four distinct sections with the first section denoting an introductory statement regarding the scope and purpose of the report. The next section would present an analysis of the situation encountered by the case study organization that would be illustrated in the form of critical review of literature with respect to the three issues identified for the organization. The third section of the report presents a concluding summary of the discussions in the assessment which is followed by presenting recommendations for addressing the individual issues (Bennett, 2017).

Analysis: Communication is an imperative factor for ensuring success and prosperity of a business organization. The impact of corporate communication is not limited to the scope of conveying information but also for crucial business activities that include motivation of the workforce, coordination among different departments or business units of organization and most important of all for management decision making(Breakenridge, 2017). The case of the selected organization in this report reflects profoundly on the communication challenges such as ineffective use of social media for improved support for teams in the organization to develop knowledge bases, sharing information and ideas as well as supporting the management of tasks.

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Other notable impacts of corporate communication in the case of the selected organization are identified in limitations for acquiring quality feedback from clients that could cater the needs for improvement in service delivery and product quality (Buenviaje, et al., 2016). Furthermore, the organization also experiences pitfalls in intercultural communication that are responsible for large-scale setbacks in the form of lack of trust and misunderstanding among employees in the different geographical jurisdictions where the organization operates(Apparaju, 2016).This section of the report would present a comprehensive illustration of literature review in the case of the three communication challenges to ascertaining the possible alternatives and the nature of the issues as well as their influence on the organization’s effectiveness in the short term as well as long-term(Hall, 2017).

Issue 1 Social Media: The use of social media has become a common and mandatory element in the society due to its notable involvement with the behaviour and lifestyles of people. The effectiveness of social media as a tool for personal communication is considered as one of the prominent reasons for its increasing popularity. As per Haslinda, et al(2016), a clear overview of literature sources depicting the implementation of social media as a tool for business communication could provide major insights into the approaches used for business communication in social media and the influence of additional factors such as nature of the social media on its use(Haslinda, et al., 2016). Online marketing and communication have improved many setbacks that were prominent in traditional methods. According to Holmes &Parker(2017), the development of the internet in 1991 has been a notable determinant of the changes in the world of communication (Holmes & Parker, 2017). The internet facilitated options for removing potential obstacles from the communication process and enabling collaboration as well as introducing synchronous communication through instant messages and chat rooms that imply real-time communication. The term social media can be defined as the collection of internet-based applications that facilitate options for creation and sharing of user-generated content (Ayob, 2017).

Primary Elements: The primary elements that can be identified in social media are blogs, social networking sites and social search applications and platforms. As per House(2014), the explicitly accessible and scalable communication technologies identified in social media are responsible for the capability of social media for introduction of formidable and substantial changes in communication between individuals, communities,and organizations(House, 2014). The implementation of social media for communication is primarily based on the principle of improved availability and is responsible for developing groups on the social networking sites and other platforms on the basis of educational level, social status or nationality that are found in the real world social groups and classes(Jandt, 2017).

Implementation of Social Media: The implementation of social media for communication and collaboration could also be justified on the grounds of six core principles that are accountable as the defining characteristics of social media. First of all, social media contributes to participation of various individuals in the society through mobilizing the community for contributing to the process of communication. This factor can be leveraged to improve communication within an organization’s various departments thereby leading to enhanced levels of participation of employees in the communication process. According to Manisaligil & Bilimoria(2016), the next significant aspect that can be noted in the case of social media is the collective nature of social media that implies the involvement of people in the creation of content rather than focusing on individual generation of content and distribution(Manisaligil & Bilimoria, 2016). The implications of transparency could also be identified as a core principle of social media which is identified in the form of references to the facilities for viewing, utilizing, reusing, improving, validating or critique of the content that is distributed on social media. The defining characteristic of independence in the case of social media could not be undermined as it specifically relies on the facilities for users to contribute independently without the involvement of another participant. The other core principles associated with the significance of social media are persistence and emergence which implies that content is provided in a persistent state enabling users to view, distribute and improve the content (Martin & Nakayama, 2013). The principle of emergence reflects on the flexibility for individual users to adapt to the changing needs of collaborative interactions which signifies the scope for adaptability in social media. As per Mindess(2014), the use of these core principles in the case of business communication can be aptly reflective of eliminating barriers pertaining to conventional approaches for business communication(Mindess, 2014). The example of transparency in the information sharing among employees could be a major motivation for improving the level of trust among employees alongside facilitating opportunities for presenting suggestions for collective involvement of employees in decision making.

The application of social media also facilitates the features for real-time adaptability so that employees could be flexible in their approaches to communication rather than depending on a predefined framework for business communication (Nabi, Foysol & Adnan, 2017). The changes in the domain of communication can be accounted as a formidable aspect of the contemporary business environment. Furthermore, it is essential to reflect critically on the differences in application of social media for personal communication and business communication.

According to Neuliep(2017), the primary challenges that are identified in the case of utilizing social media for communication in context of organizational purposes are identified in consciousness of individual employees regarding the pervasive impact of their personal life on their professional life as well as the training and development required for effective technology adoption(Neuliep, 2017). The use of social media for professional purposes could result in conflicts with the identity of an employee in their personal life which suggests that employees could be apprehensive regarding the use of social media for business communications. It is imperative to consider the impact of training and development needs for employees to cope effectively with the business approaches for communication. However, it is also essential to focus on the necessity of technology adoption primarily for the provision of reactive support as well as services of support and resolution.

The use of social media for external context such as the purposes of marketing could be noted in various literature sources but the implementation of the resource for communication in the internal context is associated with the needs for establishing a comprehensive support network that can be accessed by the employees for accomplishing their allocated tasks and responsibilities through coordinated measures (Piller, 2017).

Issue 2 Feedback: Communication in its generic form is associated with eight distinct components that are referred to in majority of communication theories. The components are independent of each other and are accounted as basic aspects of any communication process. According to Rojas, Rojas &Villamizar (2017), the components include the source, sender, receiver, channel, destination, context, message,and feedback. Feedback is considered as the sole element responsible for inducing a two-way communication process with respect to a specific message (Rojas, Rojas & Villamizar, 2017). Feedback can be defined as the reaction of the destination or the receiver to the source or sender of a message through direct or indirect channels. In the context of business communication, feedback within the internal, as well as external contexts of the organization, facilitates adequate scope for improvement of business operations and their effectiveness in catering the sustainability of a firm. The necessity of customer feedback is viewed from a significant perspective as it is aligned with the identification of the customer’s perception regarding a specific brand on the grounds of their experience of the brand’s products and services thereby impinging formidable impacts on the business of the organizations.

Customers have noticeable influence over the selection of brand according to their choices which are based on positive experiences of the brand’s products and services. Therefore companies are interested in collecting information and feedback from customers regarding the different transactions of customers with the brand and general attitudinal data that can be leveraged for accomplishing the objective of improving customer experience (Sadia, et al., 2016). However, various indications have suggested a prominent disparity between the collection of feedback and implementing necessary action according to the feedback which can be attributed to the lack of an integrated, systematic and organized process or framework for making use of collected feedback.

The definition of customer feedback implies the possibilities for distinct forms but is generally obtained through surveys that can be conducted through various channels such as telephonic, online, mail or personal surveys. The surveys are generally focused on dimensions of customer experience that could be substantially critical for customer satisfaction and loyalty (Samovar, et al., 2014). The lack of customer feedback could be a major setback for planning and develop strategic approaches for product and service improvement and it is not necessary that the lack of availability of customers for obtaining feedback would always be responsible for this. In certain cases, the inappropriate treatment of the feedback data could render it irrelevant for obtaining valid insights to develop a necessary plan of action. Shen, et al. said that the general approach followed for treatment of customer feedback is their representation in the form of graphs and charts derived through comprehensive numerical analysis(Shen, et al., 2016). However, the reports are complex to understand thereby leading to setbacks in the implementation of an action plan to leverage customer feedback for improving products and services. Another potential reason for which feedback cannot be used to the advantage of the organization is identified in the superfluous complications associated with the process of executing the feedback in action.

This factor could be largely attributed to the time taken for decision making from the available feedback which also implies delays in implementing action plans. Therefore a client-centric business has to be dependent on the dynamics of customer feedback management as a mandatory strategic approach through which it can accomplish the objectives of improving customer experience (Sorrells, 2015). Customer feedback management could be described as a process that enables the integration of customer feedback into operational processes such as customer support, account management, product management and sales thereby increasing their efficiency and orientation towards customers’ needs.

Customer Feedback Management: The process of customer feedback management has to be associated with the mandatory implications towards systematic gathering of customer feedback data, critical analysis of data and interpretable dissemination of the feedback alongside information regarding follow-up actions. According to Stachova, Stacho &Vicen (2017), the effectiveness of customer feedback management is identified in the provision of response and profile data of customers in the responsibility of appropriate authorities that can implement the data for accomplishing business objectives. The business objectives of an organization could be accounted as the driving factors for implementation of customer feedback management (Stachova, Stacho & Vicen, 2017). For example, in context of marketing objectives, the customer feedback has to be directed towards development of marketing solutions tailored to the target audience and the definition of a message that could resonate with the audience. In the case of service objectives, the customer feedback is used to determine whether the products and service offerings, as well as support provided by the organization, are able to address customer expectations.

Issue 3 Intercultural communication: Intercultural communication has become a prominent entity in the domain of business especially with large-scale improvements in globalization observed all over the world. The primary aspects of intercultural communication addressed in literature refer to the influence of culture on the perspective of individuals, communication theories in different cultural contexts and the common barriers to intercultural communication. As per Zheltukhina, et al(2017), majority of research on intercultural communication has been directed towards identifying and investigating the communication among people from distinct cultural backgrounds. The studies are generally associated with investigation of differences between separate cultural groups and the interactions between the groups(Zheltukhina, et al., 2017). Communication and culture can be accounted for the significant aspects of intercultural communication. Communication categorized into verbal and non-verbal communication is generally associated with the necessity of learning a foreign language for verbal communication and variations in standards of non-verbal communication according to the culture.

The implications of culture could be identified through Hofstede’s model which conceptualizes culture as a combination of four distinct elements such as heroes, symbols, values,and rituals. Symbols are reflective of images, gestures, objects,and language that are recognized in specific cultures. Heroes could be identified in imaginary or real persons that are revered in a culture and are generally assumed as benchmarks for social behaviour (Manisaligil & Bilimoria, 2016). The element of Rituals reflects on the mandatory activities that are exercised at free will in a particular culture and can be defined in examples of religious customs or expressing respect to other people. These three facets are considered visible element of culture while the aspect of values forms the core component of culture and is generally vested in the preferences or tendencies of people to act in specific manners according to difference in situations.

Influence of Culture on Perception: The influence of culture on perception of an individual is identified through the three phases of the process of perception that include selection, organization,and interpretation. Selection aspect of perception is vested in the perception for similar stimuli in a foreign environment that can be considered as responsible for the difficulties in understanding new languages that are different from the native language of the receiver. The perception is associated with organization of the selected information into an interpretable fashion and the organization is generally based on a specific attribute that is found commonly in a group (Rojas, Rojas & Villamizar, 2017). Interpretation is another notable determinant of the effectiveness of intercultural communication as similar situations, gestures or actions can be perceived differently by various people. According to Holmes &Parker (2017), the influence of cultural stereotypes is profoundly observed in the case of interpretations of people regarding culture. Another promising theoretical model that can be accounted for determining the influence of culture on communication in business is Hall’s high and low context culture concept (Holmes & Parker, 2017).

High context culture is defined explicitly through the surrounding environment without the requirement for description while low context culture is dependent on communication through verbal communication. The low context cultures are highly dependent on detailing and specificity of verbal messages thereby leading to appreciation for verbal abilities in low context cultures. On the other hand, in the case of high context cultures, sensitivity towards nonverbal messages is profoundly observed and messages are generally presented in the physical context or through internalization in the person. High context cultures are generally associated with communication on behalf of a group rather than individual perspectives with emphasis on the use of intermediaries (Manisaligil & Bilimoria, 2016).

Conclusion: The assessment presented an introductory statement for the tasks that would be undertaken in the report with prominent emphasis on the scope and primary objective of the report alongside a description of the case of the multinational organization that is considered for evaluation. Then the report presents a literature review that helps in evaluation of the issues in communication encountered by the organization that leads to development of suitable recommendations that are presented in the final section of the report.

Recommendations: Based on the inferences derived from analysis of the issues encountered by the multinational corporation with respect to business communication, different recommendations can be suggested individually for the three issues evaluated in this assessment.

Issue 1 social media: First of all, it is essential for the organization to address the use of technology adoption recommendations in order to help employees to improve their use of social media to coordinate for task management and sharing information. This measure has to be implemented by the human resources department of the organization at its five different locations in international markets and the various business units of the organization. The human resources department maintains direct contact with the workforce and is responsible for providing them with necessary training and support to improve their potential for delivering efficient performance in their tasks. The human resource department would have to work in unison with the technical department of the organization to select competent trainers that can assist employees in understanding the necessity of social media as a tool for intra organizational communication. The training and development schedule would also account for resolution of issues arising from the apprehensions of employees regarding the intervention of their professional activities on social media in their personal lives through communicating necessary information for managing security and preference settings on social media that can help in effective management of personal and professional profiles. The evaluation of the success or failure of the recommendation could be realized through the implementation of data analytics in order to figure out the involvement of employees with social media and the tasks accomplished through it. The evaluation would also provide insights into the social media platforms used frequently by employees that can help in tailoring business communications to the specific platform thereby encouraging higher employee engagement on social media.
Issue 2 Feedback: In terms of feedback issues, the recommendation would be guided towards the implementation of an integrated customer feedback management process that can be realized throughout the different areas of operation of the multinational firm. The formidable customer base is a notable pitfall that can lead to complicacies in collection of feedback which could also be attributed to the lack of understanding of the context in which the data has to be collected. The use of the general mode of survey questionnaires should be directed towards the most basic aspects of customer experience such as product quality, product user experience,andproduct aesthetics. In the case of agricultural equipment, the product user experience and the conformity of the product to customer expectations of performance as well as effectiveness of customer support services should also be included as major entities in the survey questionnaires. The use of native language translators fordissemination of questionnaires could be a prolific contributor for accessing feedback that could be leveraged for product and service delivery improvement. The measurement of the effectiveness of the recommendation could be realized through using previous records of customer feedback in terms of volume and comparing it with the volume of feedback data obtained after implementing the suggested recommendation.
Issue 3 Intercultural communication: The aspect of intercultural communication could be addressed through reflecting on the context of the culture in which communication is carried out which can be identified with diversity in the case of the concerned multinational firm. The company should prefer localized communication rather than standardization of the communication process that could lead to acceptance of the employees for the communication process. The reflection in distinct aspects of the host culture alongside the context of the culture could enable the organization to refrain from unacceptable behaviours and actions in different cultural contexts thereby leading to effective translation and perception of the communicated information. The success of the recommendation could be interpreted from the use of feedback within the internal environment of the organization obtained from employees that would depict the extent of perception of the messages communicated by the organization. The emphasis on values of the organization by the senior management could also be considered as a prolific measure for addressing the issues of intercultural communication through alignment of practices in accordance with the uniform values.

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Apparaju, H. (2016). How Effective are the Persuasive and Other Communication Abilities of MBA Students in India: Implications for Business Communication Courses. IUP Journal of Soft Skills, 10(3), 24.

Asante, M. K., Miike, Y., & Yin, J. (Eds.). (2013). The global intercultural communication reader. Routledge.

Ayob, A. (2017). Effective Communication in Business. Journal of Modern Languages, 9(1), 105-109.

Bennett, M. J. (2017). Developmental model of intercultural sensitivity. The International Encyclopedia of Intercultural Communication, 1-10.

Breakenridge, D. (2017). Answers for Modern Communicators: A Guide to Effective Business Communication. Routledge.

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Manisaligil, A., & Bilimoria, D. (2016). Taking Your Talents to Business Communications: Analyzing Effective Communication Through LeBron James’s Career Moves. Journal of Management Education, 40(6), 769-793.

Martin, J. N., & Nakayama, T. K. (2013). Intercultural communication in contexts. New York: NY: McGraw-Hill.

Mindess, A. (2014). Reading between the signs: Intercultural communication for sign language interpreters. Nicholas Brealey Publishing.

Nabi, N. M., Foysol, K. M., & Adnan, S. M. (2017). The Role and Impact of Business Communication on Employee Performances and Job Satisfactions: A Case Study on Karmasangsthan Bank Limited, Bangladesh. Arabian J Bus Manag Review, 7(301), 2.

Neuliep, J. W. (2017). Intercultural communication: A contextual approach. Sage Publications.

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Rojas, M., Rojas, M., & Villamizar, K. (2017). Eficom, Game Designed for the Analysis of Effective and Efficient Communication Skills. In Advances in Human Factors, Business Management, Training and Education (pp. 1083-1090). Springer, Cham.

Sadia, A., Salleh, B. M., Kadir, Z. A., & Sanif, S. (2016). The Relationship between Organizational Communication and Employees Productivity with New Dimensions of Effective Communication Flow. Journal of Business and Social Review in Emerging Economies, 2(2), 93-100.

Samovar, L. A., Porter, R. E., McDaniel, E. R., & Roy, C. S. (2014). Intercultural communication: A reader. Cengage Learning.

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Sorrells, K. (2015). Intercultural communication: Globalization and social justice. Sage publications.

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Zheltukhina, M. R., Biryukova, E. V., Gerasimova, S. A., Repina, E. A., Klyoster, A. M., & Komleva, L. A. (2017). Modern Media Advertising: Effective Directions of Influence in Business and Political Communication. Man in India, 97(14), 207-215.

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1. Communication is a ______________

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internal communication.
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communication development.
language development.
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personality development.

4. The term communis derived from ______________ word.

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e-mail.

7. A group discussion of a real life situation with in a training environment is ______________

discussion.
case study method.
all of the above.

8. The information the receiver gets is called ______________

9. Communication is the ______________ of business.

life blood.
nervous system.
both (1) & (2).

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Corporate communication case studies – A Comprehensive Guide

C orporate communication case studies are detailed analyses of how organizations handle various communication challenges and opportunities. These case studies often focus on real-world scenarios where companies have successfully or unsuccessfully managed their communication strategies. By studying these cases, professionals can learn about best practices, common pitfalls, and innovative approaches in corporate communication.

Importance of Corporate Communication Case Studies Understanding corporate communication case studies is crucial for several reasons. They provide practical examples of how communication strategies are implemented in different contexts, helping organizations learn from others’ experiences. Case studies offer insights into crisis management, public relations, branding, and internal communication, making them a valuable resource for developing effective communication strategies.

Corporate communication case studies are invaluable resources for understanding and improving communication strategies within organizations. By analyzing real-world scenarios where companies have successfully or unsuccessfully managed their communication efforts, these case studies offer practical insights and lessons that can guide future strategies.

The key elements of corporate communication case studies—such as background information, communication challenges, strategies, implementation, outcomes, lessons learned, best practices, innovations, challenges, and recommendations—provide a structured approach to learning from others’ experiences. These elements help organizations identify effective communication tactics, avoid common pitfalls, and adapt successful strategies to their unique contexts.

Key Components of Corporate Communication Case Studies 1. Background Information Each case study begins with background information about the company involved. This section provides context for the communication challenge or opportunity faced by the organization. It includes details about the company’s history, industry, market position, and key stakeholders.

2. Communication Challenge This part of the case study outlines the specific communication challenge that the company faced. Challenges can range from handling a public relations crisis to launching a new product or managing internal communication during a major organizational change.

3. Communication Strategy The case study details the communication strategy employed by the company to address the challenge. This includes the objectives of the strategy, the key messages conveyed, and the methods used to communicate these messages. It also covers the role of different communication channels, such as social media, press releases, and internal newsletters.

4. Implementation This section describes how the communication strategy was put into action. It includes information about the team responsible for executing the strategy, the timeline of the implementation, and any specific tactics used to engage stakeholders.

5. Outcome The outcome section evaluates the results of the communication strategy. It discusses whether the objectives were met, how the stakeholders responded, and any measurable impacts on the company’s reputation, market position, or financial performance.

6. Lessons Learned One of the most valuable aspects of a case study is the lessons learned. This section reflects on what worked well, what didn’t, and how the company could have improved its approach. These insights are beneficial for other organizations facing similar challenges.

7. Best Practices Case studies often highlight best practices that emerged from the communication strategy. These best practices serve as guidelines for other companies looking to enhance their communication efforts.

8. Innovations and Trends Some case studies showcase innovative communication techniques or trends that were used. This section explores how the company adopted new technologies or approaches and their impact on the overall strategy.

9. Challenges and Obstacles Every communication strategy faces obstacles. This part of the case study discusses the challenges encountered during the implementation phase and how they were addressed or overcome.

10. Recommendations Based on the analysis, the case study may offer recommendations for future communication strategies. These recommendations are typically grounded in the case study’s findings and are aimed at helping other organizations avoid similar pitfalls.

Case Study Examples 1. Crisis Communication: United Airlines United Airlines faced a major crisis when a passenger was forcibly removed from an overbooked flight. The case study analyzes the airline’s response, including its public apologies, changes to its overbooking policies, and the impact on its brand reputation.

2. Brand Management: Apple’s Product Launch Apple’s product launches are known for their high level of secrecy and excitement. This case study examines Apple’s communication strategies surrounding a new product release, including media relations, event management, and customer engagement.

3. Internal Communication: Google’s Employee Relations Google’s approach to internal communication, especially in managing employee feedback and engagement, is analyzed in this case study. It highlights the company’s practices in fostering a positive work environment and handling employee concerns.

4. Public Relations: BP’s Oil Spill The BP oil spill case study explores how BP managed its public relations during the environmental disaster. It covers the company’s crisis communication efforts, media handling, and long-term impact on its reputation.

5. Social Media Strategy: Starbucks Starbucks’ use of social media to engage with customers and address issues is the focus of this case study. It looks at the company’s approach to brand advocacy, customer feedback, and crisis management on social platforms.

6. Rebranding Efforts: Old Spice Old Spice’s rebranding campaign, which included a series of humorous ads and a social media strategy, is analyzed. This case study examines how the brand revitalized its image and increased its market share.

7. Global Communication: McDonald’s McDonald’s global communication strategy, including how it adapts its messaging for different markets, is explored in this case study. It discusses the challenges and successes of maintaining a consistent brand while addressing local preferences.

8. Corporate Social Responsibility: Ben & Jerry’s Ben & Jerry’s commitment to social and environmental causes is the focus of this case study. It examines how the company communicates its values and engages with stakeholders on issues like sustainability and social justice.

9. Change Management: IBM IBM’s communication strategies during major organizational changes, such as mergers and acquisitions, are analyzed. This case study highlights how the company manages internal and external communication during times of transition.

10. Leadership Communication: Tesla’s CEO Tesla’s CEO, Elon Musk, is known for his unconventional communication style. This case study explores Musk’s approach to public speaking, social media, and stakeholder engagement, and its impact on Tesla’s brand.

Conclusion C orporate communication case studies offer valuable lessons and insights into how organizations manage their communication strategies. By studying these cases, professionals can gain a deeper understanding of effective communication practices and apply these lessons to their own organizational contexts. Whether addressing a crisis, launching a new product, or managing internal relations, the knowledge gained from case studies is essential for crafting successful communication strategies. the study of corporate communication case studies equips professionals with the knowledge to enhance their communication practices, manage crises effectively, engage stakeholders, and achieve their organizational goals. By leveraging the insights gained from these case studies, companies can refine their communication strategies, build stronger relationships with stakeholders, and ultimately drive greater success in their operations.

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Effective Business Communication Case Studies with Solutions in PDF Format

In today’s fast-paced business world, effective communication is the key to success. This article presents compelling case studies and practical solutions to help you navigate the complexities of business communication.

The Power of Clear Communication

Consider the case of Google, where a simple ‘I’m feeling lucky’ button revolutionized search engine usage. Clear, concise communication can lead to groundbreaking innovations. On the flip side, miscommunication cost NASA’s Mars Climate Orbiter $125 million due to a software glitch caused by incorrect units of measurement.

The Art of Active Listening

Active listening is not just hearing, but understanding and responding appropriately. A study by the University of California found that effective listeners were more likely to be seen as competent and trustworthy. For instance, Steve Jobs’ ability to listen to customers’ needs and translate them into innovative products was a significant factor in Apple’s success.

The Role of Non-Verbal Communication

Non-verbal cues can often speak louder than words. A study by Albert Mehrabian found that only 7% of communication is verbal, while 55% is based on tone of voice and 38% on facial expression. For example, a disgruntled customer might not express dissatisfaction verbally but their body language could reveal their true feelings.

The Impact of Emotional Intelligence

Emotional intelligence (EQ) plays a crucial role in business communication. Daniel Goleman’s research shows that EQ can predict a person’s success in almost any field, including business. For instance, Richard Branson attributes much of Virgin Group’s success to his ability to understand and manage emotions.

The Importance of Feedback

Feedback is a two-way street. Constructive feedback helps improve performance and fosters growth. A study by the Harvard Business Review found that employees who received regular feedback were more engaged and productive. For example, Google’s peer-to-peer recognition system encourages continuous learning and improvement.

Summary: The Key to Successful Business Communication

Effective business communication is a blend of clear verbal and non-verbal cues, active listening, emotional intelligence, and constructive feedback. By mastering these skills, you can transform your business interactions, foster growth, and drive success.

1. What is the importance of effective business communication? Effective business communication fosters understanding, builds trust, encourages collaboration, and drives success.

2. how can i improve my active listening skills practice empathy, focus on the speaker, avoid distractions, ask questions, and summarize what you’ve heard to ensure understanding., 3. why is emotional intelligence important in business communication emotional intelligence helps us understand and manage our own emotions, as well as those of others, leading to better decision-making and relationships..

4. What is the role of feedback in business communication? Feedback provides valuable insights into performance, encourages growth, and fosters a culture of continuous learning and improvement.

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Subodh Bhattarai (English & Communication Notes - BBA/BBS/BBBS/BHM/BIM/BMS/MBA/MBS & +2)

Welcome to Nepal's pioneering academic blog, a dedicated resource for students at the Intermediate, Bachelor's, and Master's levels. While this blog provides reference notes, it is strongly recommended that users consult the original texts for the most accurate understanding. The content here reflects the writer's personal interpretation, so summaries may be incomplete or occasionally misleading. Please be aware of these limitations when copying or downloading notes.

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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:

• 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.

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.

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.

1.4 Case Study: The Cost of Poor Communication

No one knows exactly how much poor communication costs business, industry and government each year, but estimates suggest billions. In fact, a recent estimate claims that the cost in the U.S. alone are close to $4 billion annually! [1] Poorly-worded or inefficient emails, careless reading or listening to instructions, documents that go unread due to poor design, hastily presenting inaccurate information, sloppy proofreading — all of these examples result in inevitable costs. The problem is that these costs aren’t usually included on the corporate balance sheet at the end of each year; if they are not properly or clearly defined, the problems remain unsolved.

You may have seen the Project Management Tree Cartoon before ( Figure 1.4.1 ); it has been used and adapted widely to illustrate the perils of poor communication during a project.

Different interpretations of how to design a tree swing by different members of a team and communication failures can lead to problems during the project.

The waste caused by imprecisely worded regulations or instructions, confusing emails, long-winded memos, ambiguously written contracts, and other examples of poor communication is not as easily identified as the losses caused by a bridge collapse or a flood. But the losses are just as real—in reduced productivity, inefficiency, and lost business. In more personal terms, the losses are measured in wasted time, work, money, and ultimately, professional recognition. In extreme cases, losses can be measured in property damage, injuries, and even deaths.

The following “case studies” show how poor communications can have real world costs and consequences. For example, consider the “ Comma Quirk ” in the Rogers Contract that cost $2 million. [3] A small error in spelling a company name cost £8.8 million. [4] Examine Edward Tufte’s discussion of the failed PowerPoint presentation that attempted to prevent the Columbia Space Shuttle disaster. [5] The failure of project managers and engineers to communicate effectively resulted in the deadly Hyatt Regency walkway collapse. [6] The case studies below offer a few more examples that might be less extreme, but much more common.

In small groups, examine each “case” and determine the following:

Define the rhetorical situation : Who is communicating to whom about what, how, and why? What was the goal of the communication in each case?
Identify the communication error (poor task or audience analysis? Use of inappropriate language or style? Poor organization or formatting of information? Other?)
Explain what costs/losses were incurred by this problem.
Identify possible solution s or strategies that would have prevented the problem, and what benefits would be derived from implementing solutions or preventing the problem.

Present your findings in a brief, informal presentation to the class.

Exercises adapted from T.M Georges’ Analytical Writing for Science and Technology. [7]

CASE 1: The promising chemist who buried his results

Bruce, a research chemist for a major petro-chemical company, wrote a dense report about some new compounds he had synthesized in the laboratory from oil-refining by-products. The bulk of the report consisted of tables listing their chemical and physical properties, diagrams of their molecular structure, chemical formulas and data from toxicity tests. Buried at the end of the report was a casual speculation that one of the compounds might be a particularly safe and effective insecticide.

Seven years later, the same oil company launched a major research program to find more effective but environmentally safe insecticides. After six months of research, someone uncovered Bruce’s report and his toxicity tests. A few hours of further testing confirmed that one of Bruce’s compounds was the safe, economical insecticide they had been looking for.

Bruce had since left the company, because he felt that the importance of his research was not being appreciated.

CASE 2: The rejected current regulator proposal

The Acme Electric Company worked day and night to develop a new current regulator designed to cut the electric power consumption in aluminum plants by 35%. They knew that, although the competition was fierce, their regulator could be produced more affordably, was more reliable, and worked more efficiently than the competitors’ products.

The owner, eager to capture the market, personally but somewhat hastily put together a 120-page proposal to the three major aluminum manufacturers, recommending that the new Acme regulators be installed at all company plants.

She devoted the first 87 pages of the proposal to the mathematical theory and engineering design behind his new regulator, and the next 32 to descriptions of the new assembly line she planned to set up to produce regulators quickly. Buried in an appendix were the test results that compared her regulator’s performance with present models, and a poorly drawn graph showed the potential cost savings over 3 years.

The proposals did not receive any response. Acme Electric didn’t get the contracts, despite having the best product. Six months later, the company filed for bankruptcy.

CASE 3: The instruction manual the scared customers away

As one of the first to enter the field of office automation, Sagatec Software, Inc. had built a reputation for designing high-quality and user-friendly database and accounting programs for business and industry. When they decided to enter the word-processing market, their engineers designed an effective, versatile, and powerful program that Sagatec felt sure would outperform any competitor.

To be sure that their new word-processing program was accurately documented, Sagatec asked the senior program designer to supervise writing the instruction manual. The result was a thorough, accurate and precise description of every detail of the program’s operation.

When Sagatec began marketing its new word processor, cries for help flooded in from office workers who were so confused by the massive manual that they couldn’t even find out how to get started. Then several business journals reviewed the program and judged it “too complicated” and “difficult to learn.” After an impressive start, sales of the new word processing program plummeted.

Sagatec eventually put out a new, clearly written training guide that led new users step by step through introductory exercises and told them how to find commands quickly. But the rewrite cost Sagatec $350,000, a year’s lead in the market, and its reputation for producing easy-to-use business software.

CASE 4: One garbled memo – 26 baffled phone calls

Joanne supervised 36 professionals in 6 city libraries. To cut the costs of unnecessary overtime, she issued this one-sentence memo to her staff:

After the 36 copies were sent out, Joanne’s office received 26 phone calls asking what the memo meant. What the 10 people who didn’t call about the memo thought is uncertain. It took a week to clarify the new policy.

CASE 5: Big science — Little rhetoric

The following excerpt is from Carl Sagan’s book, The Demon-Haunted World: Science as a Candle in the Dark, [8] itself both a plea for and an excellent example of clear scientific communication:

The Superconducting Supercollider (SSC) would have been the preeminent instrument on the planet for probing the fine structure of matter and the nature of the early Universe. Its price tag was $10 to $15 billion. It was cancelled by Congress in 1993 after about $2 billion had been spent — a worst of both worlds outcome. But this debate was not, I think, mainly about declining interest in the support of science. Few in Congress understood what modern high-energy accelerators are for. They are not for weapons. They have no practical applications. They are for something that is, worrisomely from the point of view of many, called “the theory of everything.” Explanations that involve entities called quarks, charm, flavor, color, etc., sound as if physicists are being cute. The whole thing has an aura, in the view of at least some Congresspeople I’ve talked to, of “nerds gone wild” — which I suppose is an uncharitable way of describing curiosity-based science. No one asked to pay for this had the foggiest idea of what a Higgs boson is. I’ve read some of the material intended to justify the SSC. At the very end, some of it wasn’t too bad, but there was nothing that really addressed what the project was about on a level accessible to bright but skeptical non-physicists. If physicists are asking for 10 or 15 billion dollars to build a machine that has no practical value, at the very least they should make an extremely serious effort, with dazzling graphics, metaphors, and capable use of the English language, to justify their proposal. More than financial mismanagement, budgetary constraints, and political incompetence, I think this is the key to the failure of the SSC.

CASE 6: The co-op student who mixed up genres

Chris was simultaneously enrolled in a university writing course and working as a co-op student at the Widget Manufacturing plant. As part of his co-op work experience, Chris shadowed his supervisor/mentor on a safety inspection of the plant, and was asked to write up the results of the inspection in a compliance memo . In the same week, Chris’s writing instructor assigned the class to write a narrative essay based on some personal experience. Chris, trying to be efficient, thought that the plant visit experience could provide the basis for his essay assignment as well.

He wrote the essay first, because he was used to writing essays and was pretty good at it. He had never even seen a compliance memo, much less written one, so was not as confident about that task. He began the essay like this:

On June 1, 2018, I conducted a safety audit of the Widget Manufacturing plant in New City. The purpose of the audit was to ensure that all processes and activities in the plant adhere to safety and handling rules and policies outlined in the Workplace Safety Handbook and relevant government regulations. I was escorted on a 3-hour tour of the facility by…

Chris finished the essay and submitted it to his writing instructor. He then revised the essay slightly, keeping the introduction the same, and submitted it to his co-op supervisor. He “aced” the essay, getting an A grade, but his supervisor told him that the report was unacceptable and would have to be rewritten – especially the beginning, which should have clearly indicated whether or not the plant was in compliance with safety regulations. Chris was aghast! He had never heard of putting the “conclusion” at the beginning . He missed the company softball game that Saturday so he could rewrite the report to the satisfaction of his supervisor.

J. Bernoff, "Bad writing costs business billions," Daily Beast , Oct. 16, 2016 [Online]. Available: https://www.thedailybeast.com/bad-writing-costs-businesses-billions?ref=scroll ↵
J. Reiter, "The 'Project Cartoon' root cause," Medium, 2 July 2019. Available: https://medium.com/@thx2001r/the-project-cartoon-root-cause-5e82e404ec8a ↵
G. Robertson, “Comma quirk irks Rogers,” Globe and Mail , Aug. 6, 2006 [Online]. Available: https://www.theglobeandmail.com/report-on-business/comma-quirk-irks-rogers/article1101686/ ↵
“The £8.8m typo: How one mistake killed a family business,” (28 Jan. 2015). The Guardian [online]. Available: https://www.theguardian.com/law/shortcuts/2015/jan/28/typo-how-one-mistake-killed-a-family-business-taylor-and-sons ↵
E. Tufte, The Cognitive Style of PowerPoint , 2001 [Online]. Available: https://www.inf.ed.ac.uk/teaching/courses/pi/2016_2017/phil/tufte-powerpoint.pdf ↵
C. McFadden, "Understanding the tragic Hyatt Regency walkway collapse," Interesting Engineering , July 4, 2017 [Online]: https://interestingengineering.com/understanding-hyatt-regency-walkway-collapse ↵
T.M. Goerges (1996), Analytical Writing for Science and Technology [Online], Available: https://www.scribd.com/document/96822930/Analytical-Writing ↵
C. Sagan, The Demon-Haunted World: Science as a Candle in the Dark, New York, NY: Random House, 1995. ↵

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Communication Case Study 1

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One common complaint employees 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, give

consideration to how you might help communicate with the employee to remedy the conflict. Answer

the critical thinking questions at the end of the case then compare your answers to the Notes to

Supplement Answers section.

Barry is a 27-year old who is a foodservice manager at a casual dining restaurant. Barry is responsible

for supervising and managing all employees in the back of the house. Employees working in the back of

the house range in age from 16 years old to 55 years old. In addition, the employees come from diverse

cultural and ethnic backgrounds. For many, English is not their primary language.

Barry is ServSafe® certified and tries his best to keep up with food safety issues in the kitchen but he

admits it’s not easy. Employees receive “on the job training” about food safety basics (for example,

appropriate hygiene and handwashing, time/temperature, and cleaning and sanitizing). But with high

turnover of employees, training is often rushed and some new employees are put right into the job

without training if it is a busy day. Eventually, most employees get some kind of food safety training.

The owners of the restaurant are supportive of Barry in his food safety efforts because they know if a

food safety outbreak were ever linked to their restaurant; it would likely put them out of business. Still,

the 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.

What are the communication challenges and barriers Barry faces?

What solutions might Barry consider in addressing each of these challenges and barriers?

What Standard Operating Procedures (SOPs) would be helpful for Barry to implement and enforce?

What are some ways Barry might use effective communication as a motivator for employees to follow safe food handling practices?

d. Non verbal challenges: Barry’s appearance is a nonverbal cue to employees. Barry’s appearance is important as he is a role-model to the employees. His actions and behaviors should be consistent with what he is expecting of them. For example, because he is expecting the employees to follow proper handwashing procedure, he should also use proper handwashing procedures.

e. Emotional barriers: Emotional barriers can interfere with effective communication. It will be important for Barry to get his emotions “in check” prior to starting work. Having self-awareness and potentially seeking outside assistance (ie. Employee Assistance Programs) may be possible solutions here.

Standard Operating Procedures (SOPs) serve as the written documentation of best practices and serves as the framework for organizational policy and structure. SOPs identify the who, what, why, when, and how of foodservice practices for employees. Part of the supervisor’s role is to assure SOPs are in place, communicated to employees, and followed. For this case, two helpful SOPs would be: a. New Employee Orientation SOP: Due to time constraints of “busy days” and high turnover, Barry currently finds orienting new employees to be a challenge. Although it may take time at the beginning, the pay off may be great and save time in the long run. A copy of this SOP is attached or at: extension.iastate/NR/rdonlyres/17AE5B90-A2AD-4E88-AF62- 025BCD6B24DD/66867/RSOP33NewEmployeeOrientation1.

b. Employee Health and Personal Hygiene SOP: Although SOPs are generally intended for employees, it is important to note that as role models, supervisors/managers should generally adhere to operational SOPs. Barry’s own lack of adherence to personal hygiene standards indirectly tells employees that appearance and hygiene are not important. Barry’s own personal hygiene and appearance should serve as an example to employees – clean, unwrinkled clothing, clean hands, free from grease and dirt with neatly trimmed hair are a must for Barry to be a motivator for his employees to have good appearance and hygiene. At present, his non verbal communication is telling them personal hygiene and appearance is not important. A copy of this SOP is attached or at: extension.iastate/NR/rdonlyres/B430FC3D-2919-46F9-AD79- 22CD049D579F/66764/RSOP1EmployeeHealthandPersonalHygiene1.

All supervisors, including Barry, have many ways to use effective communication in motivating employees. A few suggestions are listed below: a. Provide sincere and encouraging words when employees follow safe food handling behaviors. Use a communication method appropriate for an employee, so supervisor must know a bit about the employee. For a high schooler, maybe it’s a quick “thank you” text message or an older employee it might be a hand written thank you note.

b. Serve as a role model through verbal and non verbal communication. It’s said that “actions” speak louder than words, so Barry can, through his actions, convey a message to employees. For example: wear a clean uniform.

Standard Operating Procedure

New employee orientation.

Policy: All restaurant employees will receive training on basic food safety procedures prior to or during the first day of employment.

Procedure: All restaurant employees must:

Meet with restaurant manager to receive training on basic food safety procedures.
Review each point in the Food Safety Checklist with manager. Each procedure will be discussed thoroughly with implications for food safety described.
Ask questions to manager if policy or procedure is not clear.
Read, sign, and date the statement at the end of the checklist, indicating understanding and agreement with stated procedures.
Receive a signed copy of the document.

The restaurant manager will:

Schedule at least 30 minutes for the orientation session.
Inform new employees of the purpose and time of the session.
Explain the purpose of the checklist to employees.
Discuss each policy and procedure on the checklist. Refer to the department Standard Operating Procedures Manual as necessary. Check off each procedure as it is discussed. If employees have questions, note and follow up, if appropriate. The manual is available at iowafoodsafety and iowahaccp.iastate
After reviewing all procedures, the manager should request employees to read, sign, and date the statement at the end of the form, indicating understanding and agreement. The manager also should sign and date the form.
Provide a copy of this form to each employee. Inform employees that a copy will be placed in their personnel file. If a copy is required for the Human Resources department, provide it and inform employees.
Remind employees of the location of a copy of the department Standard Operating Procedures Manual. This manual can be used as a reference, if questions or concerns occur later.

8. Thank employees for participating. Emphasize again the priority of food safety and

The involvement of every staff member..

Employee Health and Personal Hygiene, continued

Wear disposable gloves with any cuts, sores, rashes, or lesions. Wear gloves when handling ready-to-eat foods that will not be heat-treated. Gloves should be worn when serving food.
Change disposable gloves as often as handwashing is required. Wash hands before donning and after discarding gloves.

Hair Restraints and Jewelry:

Wear a hair net or cap in any food production area that completely covers all hair.
Keep beards and mustaches neat and trimmed. Beard restraints are required in any food production area.
Only a plain wedding band is permitted.
No necklaces, bracelets, or dangling jewelry are permitted.
No earrings or piercing that can be removed are permitted.
Report any flu-like symptoms, diarrhea, and/or vomiting to the restaurant manager. Employees with these symptoms will be sent home with the exception of symptoms from a noninfectious condition. These employees could be re-assigned to activities so that there is no risk of transmitting a disease through food. Instances of Norovirus, Hepatitis A, Salmonella Typhi, Shigella, or Shiga Toxin-producing Escherichia Coli. must be reported to the restaurant manager. Exclude the restaurant employee if diagnosed with an infection from Norovirus, Hepatitis A, Salmonella Typhi, Shigella, or Shiga Toxin-producing Escherichia Coli.

Cuts, Abrasions, and Burns:

Bandage any cut, abrasion, or burn that has broken the skin.
Cover bandages on hands with gloves and finger cots as appropriate.
Inform restaurant manager of all wounds.

Smoking, eating, and gum chewing:

Smoke only in designated areas. No smoking or chewing tobacco shall occur inside production facilities.
Eat and drink in designated areas only. A closed beverage container may be used in the production area.
Refrain from chewing gum or eating candy during work in a food production area.
Ensure all employees are following proper hygiene requirements when they report to wor k.
Follow up as necessary.
Multiple Choice

Course : Strategict management (002)

University : bahra university.

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