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7 views2 pages

Assignment No. 1

Uploaded by

ahmadzamanmnw
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Business and Technical English Writing (ENG201)

Fall 2024
Assignment no.1
Total Marks: 20
Bc24041310
Ayesha BiBi

Q: Choose any two of the seven Cs (e.g., Courtesy, Completeness) and provide one real-
life example against each C where the lack of that element caused miscommunication.
Furthermore, describe how the situation could be improved. (20 marks)
Answer:
Courtesy and Clarity will be the two Cs we examine.
1. Courtesy:
Ones kind and polite behavior towards others is called courtesy.

Example no.1:
An illustration of miscommunication would be if a boss emailed a worker about
missing a deadline and said, "You missed the deadline." This is not acceptable. The
worker feels demoralized and attacked. Their motivation and general working
relationship with the manager are impacted since they perceive the message as harsh
and feel insulted.

How to Improve the Situation: The manager might have been more kind by using a
tone of empathy and understanding, like this: "I saw that the deadline was missed, and
I know that you might have faced difficulties." If I can be of any assistance or if you
would like to talk about how we might better meet deadlines going forward, kindly let
me know."
This strategy upholds professionalism while being considerate and encouraging.

Example no.2:
When a customer complains, a customer support agent replies with a brief email that
just says, "Your issue has been acknowledged. We're not going to give a refund. The
response's lack of civility ignores the customer's unhappiness and provides neither
sympathy nor a remedy. The consumer may become even more irate and feel ignored
as a result.

Improvement: By reacting empathetically and providing a solution, the representative could


make things better. For instance, "We acknowledge your annoyance and sincerely regret any
inconvenience." We will look into the matter more and respond to you within a week.

2.Clarity:
Everything that is mentioned in communication either it is oral or written must be clear and
cut.

Misscommunication Example:
When a team leader updates the group on a project, they say, "Make sure you finish the tasks
by the end of the week."
What chores are anticipated to be performed, when day of the week is the end of the week
(Friday or Sunday?), and if it's a full day or a specific time are all missing from the message.
This leads to misunderstandings and unmet expectations since some team members complete
the assignments on Friday afternoon while others believe Sunday is the last day.

How the Situation Could Be Improved: By clearly defining the tasks and the timeframe, the
leader could have been much more explicit. For instance:
"By Friday at 5 PM, please make sure that the following tasks are finished: [First task,
Second task and Third task].If you need any clarification let me know.
This eliminates ambiguity and ensures everyone knows exactly what is expected and when.

By ensuring courtesy and clarity in communication both the manager and team leader would
have fostered better understanding and avoid miscommunication.

THE END

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