AL-AMEEN INSTITUTE OF

MANAGEMENT STUDIES I Sem MBA

(2022-2024 Batch)

Assignment I

Subject: Employability Skills and

Development Subject In-charge:

Dr.Rizwana Khanum

Submitted by: Md Khaliqur Rahman (

MBA - A SECTION)

Answer the questions below

1. Read the following case and answer the questions given at the end. Write the facts of the case as
well as your suggestions and recommendations:

Miscommunication

Memo from CEO to Manager:

Today at 11 O’Clock there will be a total eclipse of the Sun. This is when the sun disappears behind
the moon for two minutes. As this is something that cannot be seen everyday, time will be allowed
for employees to view the eclipse in the parking lot. Staff should meet in the lot at ten to eleven,
when I will deliver a short speech introducing the eclipse, and giving some background information.
Safety goggles will be made available at a small cost.

Memo from Manager to Department Head:

Today at ten to eleven, all staff should meet in the car park. This will be followed by a total eclipse
of the sun, which will appear for two minutes. For a moderate cost, this will be made safe with
goggles. The CEO will deliver a short speech before hand to give us all some information. This is
not something that can be seen every day.

Memo from Department Head to Floor Manager:

The CEO will today deliver a short speech to make the sun disappear for two minutes in the form of
an eclipse. This is something that cannot be seen every day, so staff will meet in the car park at ten
or eleven. This will be safe, if you pay a moderate cost.
Memo from Floor manager to supervisor:

Ten or Eleven staff are to go to the car park, where the CEO will eclipse the Sun for two minutes.
This doesn’t happen every day. It will be safe, and as usual it will cost you.

Memo from Supervisor to staff:

Some staff will go to the car park today to see the CEO disappear. It is a pity this doesn’t happen
every day.

Questions:

a) Identify and analyse the problems of the miscommunication in the organisation.

● Answer:- The problems of miscommunication in the organization can be identified as

follows:
● 1. Lack of clarity: The original message from the CEO about the solar eclipse and
allowing employees to view it in the parking lot was not effectively conveyed. The
subsequent memos distorted the information and caused confusion about the timing,
purpose, and safety measures.
● 2. Inaccurate information: Each subsequent memo further distorted the original
message, introducing errors and changing the details of the event. This led to incorrect
information being passed along the chain of command.
● 3. Lack of proper channels: The communication seems to have passed through multiple
layers of management, with each memo introducing more confusion. The information
was not effectively communicated to the employees, leading to misunderstandings.
● 4. Ambiguity and assumptions: The language used in the memos was ambiguous, leading
to different interpretations. Each recipient made assumptions and added their own
understanding, resulting in a distorted message being passed on.
b) Who is responsible for miscommunication?

Answer:- The responsibility for miscommunication lies with multiple individuals in the
organization:

1. Manager: The manager failed to accurately convey the CEO's message in their memo to the
department head. They changed the timing and safety details, introducing confusion and
inaccuracies.

2. Department Head: The department head further distorted the message in their memo to the
floor manager. They added the idea of paying a cost for safety goggles, which was not
mentioned in the original message.

3. Floor Manager: The floor manager's memo to the supervisor added more confusion by
implying that the CEO would personally cause the eclipse. They also reiterated the idea of
paying a cost without clarifying the purpose or details.

4. Supervisor: The supervisor's memo to the staff further distorted the information by suggesting
that the CEO would "disappear" instead of the sun. This introduced more confusion and failed to
provide accurate information to the staff.

c) Give your Suggestions to improve communication in the organisation.

Answer:- Suggestions to improve communication in the organization:

1. Clear and concise messages: Ensure that all communication is clear, concise, and free from
ambiguity. Avoid using vague or misleading language that can be easily misinterpreted.

2. Use appropriate channels: Establish proper channels for communication within the
organization. Ensure that information flows smoothly from the top-down and vice versa, with
clear guidelines on how messages should be conveyed.

3. Double-check information: Encourage individuals to verify information before passing it

along. Promote a culture of accuracy and fact-checking to minimize the risk of distorted
messages.
4. Feedback and clarification: Encourage employees to seek clarification if they are unsure
about any message they receive. Provide opportunities for feedback and address any
misunderstandings promptly.

5. Training and development: Offer training programs on effective communication for

managers and supervisors. This can help them improve their communication skills and avoid
miscommunication in the future.

6. Documentation: Maintain a record of important communications, such as memos or

announcements, to ensure consistency and reference in case of confusion or disputes.

By implementing these suggestions, the organization can enhance communication, minimize

miscommunication, and improve overall understanding among employees.

2. You are the technical head of ABC company Ltd. you were working on a project from last two
years. The Project is a huge success and is generating revenue for the company. The company is
organizing a celebration. Draft an e-mail to your colleagues to attend the celebration.

Answer :-

Subject: Join us in Celebrating the Phenomenal Success of our Project! Dear

Sajjad

I hope this email finds you in high spirits and good health. I am writing to invite you to an
unforgettable celebration we have planned at Ken's pro Company Ltd. In recognition of our
remarkable achievement, we are gathering together to rejoice in the tremendous success of the
project we have worked on tirelessly for the past two years.

The journey we embarked upon has been nothing short of extraordinary. Our collective efforts,
expertise, and unwavering dedication have resulted in a project that has not only exceeded
expectations but has also become a significant source of revenue for our company. This
noteworthy accomplishment is a testament to the remarkable team we have assembled, and it is
only fitting that we come together to commemorate our achievement.

To mark this momentous occasion, we have organized a celebration event that will be held on
[date] at [time]. The venue for the celebration is [location], a place chosen to
create a joyful atmosphere for everyone to relax, mingle, and appreciate the fruits of our labor.
The event promises to be a delightful affair filled with laughter, memories, and the opportunity
to forge even stronger bonds with our colleagues.

During the celebration, we will have a brief program to acknowledge the significant
contributions of each team member who played a part in making this project an astounding
success. It will be an opportunity to express our gratitude and appreciation for your relentless
dedication, unwavering support, and unwavering commitment to excellence.

We sincerely hope that you can join us in this celebration and share in the joy of our
accomplishment. Your presence would be invaluable in making this event truly memorable, as it
is your hard work and commitment that have brought us to this point.

Please take a moment to RSVP by [date], indicating your attendance at the event. If you have
any dietary restrictions or specific requirements, kindly let us know in your response so that we
can make appropriate arrangements.

Thank you once again for your exceptional contributions, and we look forward to celebrating
this monumental success with you.

Warm regards,

Md Khaliqur

Rahman

Technical Head

Ken's pro Company Ltd.

3. Prepare an Agenda and Notice for the Proposed Statutory Meeting to be held on 26.06.2023
to review the feedback of the new advertisement of your company which was aired last month.

ANSWER:-

Intellivison

JP Nagar 3rd

phase,

Bangalore,

560070

03-06-2023

Agenda: Proposed Statutory Meeting

Meeting Date: 15.06.2023

Time: 9:0am-11:00am

Venue: Hotel spring

Notice: Proposed Statutory Meeting

Dear Intellivison team,

In accordance with the provisions ofinsert relevant statutory requirements or company bylaws] I am pleased to
announce the scheduling of a Statutory Meeting to review the feedback of the new advertisement aired by our
company last month. This meeting will provide an opportunity to assess the effectiveness of the advertisement
campaign and make any necessary adjustments to our marketing strategies moving forward.

All members of the company are hereby notified to attend the meeting, as per the details below:
Date: 15.06.2023

Time: 9:00am-11:00am

Venue: Hotel Spring

Agenda:

1. Opening Remarks

2. Confirmation of Minutes

3. Review of the New Advertisement

a. Presentation of the advertisement

b. Discussion on the objectives and target audience

c. Feedback received from customers and stakeholders

d. Assessment of the advertisement's effectiveness

4. Proposed Amendments or Adjustments

a. Identification of any necessary modifications

b. Brainstorming and suggestions for improvement

5. Implementation Plan

a. Allocating responsibilities for implementing changes

b. Timeline for implementing modifications

6. Any Other Business

7. Next Meeting Date and Adjournment

Please come prepared to actively participate in the meeting by sharing your observations, insights, and suggestions
related to the advertisement. Your valuable feedback will contribute significantly to our marketing efforts and help
us refine our strategies.

If you are unable to attend the meeting, kindly inform the [Insert relevant department or contact name] in advance
to make necessary arrangements.

Your punctual attendance will be greatly appreciated.

Thank you for your cooperation.

Yours sincerely,

Md Khaliqur

Rahman CEO

Intellivsion Ltd.

4. Vihaan purchased a Dishwaher from XYZ Ltd and is a Unhappy Customer. He has written a
long letter to sunco explaining the problems with poor packaging, Excessive noise and the poor
response he has been setting from the sales Executive.

Question:

a) Write a reply to Vihaan as the Marketing Manager of XYZ Ltd aimed at winning the
Customers Confidence

Answer:-

Reply to Vihaan as the Marketing Manager of XYZ Ltd aimed at winning the Customer's
Confidence:

Dear Vihaan,

We sincerely apologize for the inconvenience you have experienced with your recent dishwasher
purchase from XYZ Ltd. As the Marketing Manager, I assure you that we take your concerns
very seriously and are committed to resolving the issues you have raised.

Regarding the poor packaging, we deeply regret any damage that may have occurred during
transit. We understand how frustrating it can be to receive a product that does not meet your
expectations. We have already taken immediate action to rectify this
issue by revisiting our packaging processes and implementing stricter quality control measures.
Rest assured, we will take all necessary steps to ensure that our products are packaged securely
and arrive in perfect condition in the future.

We also acknowledge the excessive noise issue you encountered with the dishwasher. Our
technical team is currently investigating the matter to identify the root cause of the problem. We
are committed to finding a solution that will eliminate the noise and provide you with a smooth
and quiet operation. We will be in touch with you shortly to arrange a service visit and address
this concern promptly.

Furthermore, we apologize for the poor response you received from our sales executive. We
understand that effective communication and excellent customer service are vital to your overall
satisfaction. We will conduct an internal review to determine the reason behind this lapse in
customer support and take appropriate action to ensure that our sales team is better equipped to
handle customer queries and concerns in the future. Rest assured, your feedback will be used to
improve our processes and provide a more positive customer experience.

Vihaan, we value your relationship with XYZ Ltd, and we want to regain your confidence. We
are committed to delivering high-quality products and excellent customer service. We assure you
that the issues you have faced are not reflective of our standards, and we will do everything in
our power to rectify the situation.

Once again, please accept our sincere apologies for any inconvenience caused. We appreciate
your patience and understanding. If you have any further questions or concerns, please do not
hesitate to contact me directly at [email protected] I am here to assist you.

Thank you for bringing these issues to our attention, and we look forward to resolving them to
your satisfaction.

Sincerely, Md

Khaliqur Rahman

Marketing Manager

XYZ LTD
b) Write a formal letter to the GM (HR) elaborating the need for Soft skills training for Sales
executives and a suggested plan of action for such a training programme.

ANSWER:-

Md Khaliqur

Rahman Marketing

Manager XYZ Ltd

03-06-2023

Ali Tarique (GM)

Naseeb (HR)

XYZ Ltd

JP Nagar 3rd Phase

Bangalore
Dear Ali Tarique

I hope this letter finds you well. I am writing to bring to your attention the pressing need for soft
skills training for our sales executives at XYZ Ltd. As the Marketing Manager, I have observed
certain shortcomings in their customer interaction and believe that investing in a comprehensive
training program will greatly enhance their abilities and, in turn, improve customer satisfaction
and sales performance.

While our sales team possesses strong product knowledge and technical expertise, I have noticed
that there are areas where they could benefit from honing their soft skills. Effective
communication, active listening, empathy, and problem-solving are essential aspects of customer
interaction, and mastering these skills will enable our sales executives to build stronger
relationships with customers, understand their needs better, and provide solutions that exceed
expectations.

To address this need, I propose a structured soft skills training program that encompasses the
following key areas:

1. Effective Communication: Focus on improving verbal and non-verbal communication skills,

including clarity, tone, body language, and active listening. Emphasis should be placed on
developing the ability to convey information concisely and persuasively.

2. Customer Relationship Management: Provide training on building rapport with customers,

understanding their

Sincerely, Md Khaliqur

Rahman

Marketing manager

Intellivsion Ltd.