# data[].attributes.body
their daughter alone without much love and attention. Cassey must have felt insecure.

iii. Explain what can Cassey do to increase her self- esteem? (4 marks)
To increase her self-esteem, Cassey needs to start being more positive towards herself instead of the other way around. She needs to stop blaming herself that everything that went wrong was her fault. She also needs to set a determination, not only to become a better mother but better person as well as a more independent wife, in order to prove her husband wrong. Cassey, too, needs to recognize her strengths and weaknesses by changing her weaknesses into strengths. Lastly, she must learn to avoid herself from being around negative people, and mingle around with positive people instead since negative people tend to bring other people down. But positive people help each other and build each other's spirits.
    
iv. What type of non-verbal communication was used by Ivan in this case? Provide an example. (2 marks)

CASE STUDY 2


Blended Activity Week 5
Blended Activity Week 5
SECTION A: CASE STUDY [30 MARKS]
 
Question 1 [15 marks]
Instructions:  Read the following case and answer the questions that follow.
 
          Ivan who is a manager of IBN Call Centre in Damansara is worried about his staff, Cassey. She seems to be tensed most of the time at work. He is concerned about her as she is a talented employee and a valuable asset to the organisation. One day, Ivan decides to speak to her and wonders how to help her. Cassey mentions that she feels useless most of the time. Her husband claims that she is not skillful in caring for their daughter because the baby keeps falling sick most of the time. Her colleagues have also commented that she is too slow in completing her tasks at work.   
          Ivan then asked her how she gets to know this, but there was silence. He asked her if anyone has ever mentioned that to her: “Cassey, you are useless.” She replies that she overheard gossips about her in office. Ivan feels that Cassey does not believe in her own ability to cope with the everyday problems that life throws at her and is easily swayed to conform to others’ comments about her. Then she admitted that she didn’t know why she felt this way.
          Cassey’s husband is a workaholic man who works on shifts, and spends most of his time developing his career than caring for his family. She also mentions that her husband was recently promoted at work whereas she is still in the same position as Call Centre executive for more than 5 years. She also feels sad for being left by herself with her daughter every day. Besides, she finds her work life very stressful. She weeps while telling this. Ivan taps Cassey’s shoulder softly with empathy and tells her there must be a way to overcome this stressful situation
           Cassey than tells Ivan that she enjoys reading in bed before nodding off to sleep and doing meditation every morning before heading to work. Ivan finally found a calm state he could use to get her going with life and work.
 

  i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)
                                                                                                                           

      ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)


    iii. Explain what can Cassey do to increase her self- esteem?   (4 marks)
   
 

    iv. What type of non-verbal communication was used by Ivan in this case? Provide an example.                                                                                     (2 marks)



Question 2 [15 marks]

Instructions:  Read the following case and answer the questions that follow.
 
Instructions: Read the case study below and answer the questions. 
 
     Leo is a Hispanic American man who lives in Kentucky. He is a 26-year old man who has a degree in Marketing from University of California. He has been working as a marketing manager with Duplex & Co for 3 years in California. Last year, he moved to Kentucky with his newly married wife and had to settle for a lower paid job in a small telemarketing company in Kentucky.
     At the office, Leo is responsible to manage all the telemarketers who will mostly be communicating with clients via phone. His job specification is to ensure that employees achieve monthly targeted sales. He is also responsible to for training his staff to do sales via phone. At times, he also prepares scripts and asks staff to rehearse by using the scripts. Most of the staffs are doing the job on part-time basis and staff turnover rate is high as it is not a permanent job, thus the staff tends to quit if they are not happy.
     Leo’s has 17 staff under his supervision. Most of the employees are women from the ages of 35-55. They are full-time housewives who work for about 4-5 hours a day. Most of these employees are from Asia, Middle East and Africa who have different cultural and ethnic backgrounds. They are also non-native English language speakers who only use English as a foreign language to communicate. 
     Leo always ends up in frustration because he could not hit the targeted sales for the month. The main reason for not achieving the sales is because most of the employees are not able to follow company’s sales and marketing guidelines when dealing with clients. Leo had even pasted a large poster of sales guidelines on the office wall with the hope that employees will read and follow it. Leo also conducts briefings every week to educate staff on how to deal with clients in phone and what is expected from them. However, the staffs usually pay very little attention to the details of briefings given.
     Leo also has some personal problems at home. His wife delivered their first baby and he has to depend on a babysitter to look after the newborn. Unfortunately, the babysitter has moved to another town and now Leo and Melanie have to take turn to care for the baby. Sometimes, there are minor arguments between Leo and Melanie and this caused him to feel depressed. One morning, he walked into the office and found that the phone was ringing and no one was answering it because they were busy chit-chatting with each other. He had reminded his staffs a week before that all calls should be immediately attended. Leo slammed the phone in anger and shouted “What’s going on?” His staffs were shocked and stunned by his action. They were also not sure why Leo reacted in such manner.
 
        i.Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.    (6 marks)                                                                                                                                                                     


      ii.Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)


 

    iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)    

# data[].attributes.body
Adibah Mahirah Binti Yusoff 1161302996
Ammera Aisya Rosli 1151105108
Ellyn Erynna Binti Roslan 1151105252
Chong Zhi Ying 1161303634
Hana Nadia Binti Baharom 1151104728
Faisal Hussain Wani 1131122767

QUESTION 1

i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

Self-esteem refers to general feelings of self-worth or self-value. The example of positive self-esteem are do not allow others to manipulate you because you know how to be assertive and you can easily handle this situation with a different attitude. Other than that, you value yourself and you communicate better with other people, you are not afraid to express your feelings, likes and dislikes.

ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)

The reason why Cassey suffers from low self-esteem is because her husband claims that she is not skillful in caring for their daughter because the baby keeps falling sick most of the time. Beside that, the gossips about her in her office also cause her suffer from low self-esteem. The third reason that cause Cassey suffer from low self-esteem is because her husband was recently promoted at work whereas she is still in the same position as Call Centre executive for more than 5 years.

iii. Explain what can Cassey do to increase her self- esteem?   (4 marks)

To increase the self-esteem, Cassey can try to do things that make her fell happy, for example read books before sleep and do meditation every morning before heading to work. If Cassey spend time doing the things she enjoys, she is more likely to think positive. Cassey can also surround herself with a supportive squad, find people who make her fell good about herself and avoid those who tend to trigger her negative thinking.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example.                                                                             (2 marks)

The nonverbal communication used by Ivan in this case is touch (haptics). Ivan taps Cassey’s shoulder softly with empathy and tells her there must be a way to overcome this stressful situation.

QUESTION 2

i.Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.        (6 marks)

The first barrier is language barrier. The employees are mostly from Asia, Middle East and Africa who English is not their mother language and they only use English as a foreign language to communicate. The second communication barrier is attitudinal barrier. Most of the employee in the organization are on part-time basis and they tend to quit if they are not happy, and they usually pay very little attention to the details when Leo giving them briefings. The third barrier is the education level. Leo is a degree holder but the employee are mostly housewives that age between 35-55.

ii.Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)

Strategies to overcome communication barriers

- Use simple language : Use the language that the audience or employee can be easily understood. Avoid using medical terminology or jargon when speaking to the employee who English is not their first language.

- Be flexible towards others : Allow other points of view and be open to other ways of doing things.

- Avoid bringing personal life to the workplace : Leo should not let his personal life affect his professional.

iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)

Paralanguage : Slammed the phone in anger.

Kinesics : Shout “What’s going on?”

# data[].attributes.body
Nur Mahsuri Azlan 1151200532
Nirupa P.Chandran 1151105251
Afiq Bin Basharuddin 1151105230
Amir Ikhwan 1151102928
Sanggari Ramasamy 1151102221

Tan Wei Tjing 1161104092

Case Study 1

i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

Self-esteem is how one feels about himself/herself.     It is the decision made by an individual as an attitude towards the self. Self-esteem encompasses beliefs about oneself

The first example of positive self-esteem is “ I believe I am a good singer and feel happy about that”. Secondly, when you feel confident and appreciate yourself without having negative vibes.

ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)

Casey’s husband claims that she feels useless as her husband claims she is not skillful enough to look after their daughter because the baby keeps falling sick most of the time. Casey would feel shattered hearing her husband’s negative comment as he is her only companion and he is supposed to be giving her strength not criticize her every time.

She also heard her colleagues commenting about her being slow in finishing every tasks given at work. Listening to the colleagues surely makes Casey’s situation worse. As colleagues, they should empathise and understand Casey’s situation rather than throwing blunt comments about her work.

Casey also finds her work to be very stressful as her husband has been promoted at work and she has been in the same position as Call Centre executive for the past 5 years.  This situation makes Casey feel discouraged as she feels that she does not deserve anything especially in her workplace while her husband is in a better position.

iii. Explain what can Cassey do to increase her self- esteem?   (4 marks)

Casey should meditate to get a healthier mind and have a more positive thinking. Besides that, casey should handle mistakes and failures in a more positive way.  Instead of always blaming herself, Casey should ask herself: How would my friend/parent support me and help me in this situation? Then do things and talk to herself like he or she would. Trying something new also may help Casey increase her self-esteem. When you try something new, when you challenge yourself in a small or bigger way and go outside of your comfort zone then your opinion of yourself goes up.  Lastly, Casey should stop comparing herself with others as that will make her life more miserable.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example.                                                                                     (2 marks)

Ivan’s facial expressions is one of the non-verbal communication used in this case. For example, Ivan finally found a calm state he could use to get her going with life and work.

Case study 2

i)                Based on the situation, identify and explain THREE communication barrier that exist between Leo and his employees.

1.     One of the communication barriers that exists between Leo and his employees is language difference. Leo’s employees are non-native English speakers hence misunderstanding might occur. As Leo put thoughts and ideas out into verbal messages, there would always a possibility to be understood differently from what he actually intended to convey.

2.     The second barrier is differences in culture and ethnic background. Leo is an American and his employees are from Asia, Middle East, and Africa. Cultural diversity makes communication difficult as the mindset of people of different cultures are dissimilar.

3.     The third barrier is different perceptions and ideas. Leo is a knowledgeable man who has a degree in Marketing but his employees are mostly fulltime housewives who have little knowledge about business and work.

ii)              Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.

1)     Leo should pay attention to non-verbal messages, without letting himself be distracted. Notice body language and non-verbal cues to allow a richer understanding of the employees’ point.

2)     Leo should use questions to clarify his understanding, as well as to demonstrate interest in what is being said.

3)     Leo should provide language training for his employees in order to diminish their performance gaps. At the same time, Leo should use simple English to communicate with the employees so they could understand clearly.

iii)            Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non verbal action displayed by Leo?

1)     The first non-verbal communication that was projected by Leo is kinesics. Kinesics refers to the movement of the body. This is shown when Leo slammed the phone in anger.

2)     The second non-verbal is paralanguage. This is shown when Leo shouted at his staffs for not attending the phone call.

# data[].attributes.body
Members’ names and ID number:

·         Abdulaziz M.Adib Dawoodi (1171301213)
·         Alya Yusrina Binti Mohd Yusri (1161303610)
·         Mathaveswarry A/P Sree Narayanan (1151302950)
·         Muhammad Faris Haziq Bin Mahbob (1161102754)
·         Fatin Nabilah Binti Kamarul Zaman (1131120972)

Question 1
i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)
- According to Smith and Mackie (2007), self-esteem is the positive or negative evaluations of the self, as in how we feel about it.
- Two examples of self-esteem are:
a) You value yourself, and you communicate better with other people.
b) You are not afraid to express your feelings, likes, and dislikes.

ii. Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons. (6 marks)

a) Her husband claims that she is not skillful: Her husband accused her for being the reason why their daughter always fall sick. This could leave a huge impact on her self-esteem as her partner, considered to be the one of her closest company, keeps throwing negative comments and not giving her enough support.

b) She overheard gossips about her in office: Her surrounding in the workplace is just as negative, as her colleagues kept on gossiping about her and telling that she is a slow worker. Cassey's colleagues should be more considerate and supportive.

c) She is still in the same position at work: After 5 years, she still works at the company as a Call Center Executive while her husband recently got a promotion at work. Also, her husband did not spend enough time with her as he is a workaholic and spends most of his time improving his career, leaving Cassey and their daughter alone without much love and attention. Cassey must have felt insecure.

iii. Explain what can Cassey do to increase her self- esteem? (4 marks)

To increase her self-esteem, Cassey needs to start being more positive towards herself instead of the other way around. She needs to stop blaming herself that everything that went wrong was her fault. She also needs to set a determination, not only to become a better mother but better person as well as a more independent wife, in order to prove her husband wrong. Cassey, too, needs to recognize her strengths and weaknesses by changing her weaknesses into strengths. Lastly, she must learn to avoid herself from being around negative people, and mingle around with positive people instead since negative people tend to bring other people down. But positive people help each other and build each other's spirits.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example. (2 marks)

The type of non-verbal communication which was used by Ivan in this case was, Facial Expressions. Facial expressions are responsible for a huge proportion of nonverbal communication. Another non-verbal communication which was used was the sign of haptics. It can be clearly observed when Ivan tapped Cassey’s shoulder as sign of encouragement. Not only that, Ivan also found a calm side of Cassey which could help her get rid of what she was facing.

Question 2

i. Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.    (6 marks)

- Most of Leo’s staffs are made of people from Asia, Middle-East and Africa, but   Leo is an Hispanic American. Therefore, the may do things differently due to their differences in their cultural and ethical background.
- Leo’s staffs English secondary language speakers, meaning that they use their primary language daily instead. Thus, they may have difficulties in understanding Leo thoroughly.
- Leo’s staff are mostly made out of 35-55 years old full-time housewives, but Leo is a 26 years old man. Because of that, they have a hard time to communicate due to different perception and attitude towards work.

ii. Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)

- In order to overcome the cultural and ethnical differences, Leo should take note on his employees’ attitude towards work and also be open minded so that both him and his employees can fit in with each other.
- In order to overcome the language barrier, Leo should avoid using jargons while communicating with his employees because they are mostly consist of housewives. He should also avoid using slangs that are commonly used by Americans, because his employees may have a hard time understanding it even if English is their native language.
- Leo should also speak in a more polite and using soft tone while speaking to his employees as they are older than him. Additionally, he should also avoid bringing his personal life to work to avoid doing unwanted things like lashing out to his staffs who are confused about what had they done wrong.

iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)
- The first non-verbal communications that are projected in the passage is kinesics. It was shown when Leo slammed the phone furiously to show his anger towards his employees.

- The second non-verbal communication that are projected in the passage is paralanguage. It was shown when Leo shouted at his employees because they are busy chitchatting instead of picking up the phone.

# data[].attributes.body
1. Wong Zi Xiang

2. Andy Yong Jun jie

3. Chiu Wei Bin

4. Foo Seong Ping Jacky

# data[].attributes.body
Nur Mahsuri Azlan 1151200532
Nirupa P.Chandran 1151105251
Afiq Bin Basharuddin 1151105230
Amir Ikhwan 1151102928
Sanggari Ramasamy 1151102221

Tan Wei Tjing 1161104092

Case study 2

i)                Based on the situation, identify and explain THREE communication barrier that exist between Leo and his employees.

1.     One of the communication barriers that exists between Leo and his employees is language difference. Leo’s employees are non-native English speakers hence misunderstanding might occur. As Leo put thoughts and ideas out into verbal messages, there would always a possibility to be understood differently from what he actually intended to convey.

2.     The second barrier is differences in culture and ethnic background. Leo is an American and his employees are from Asia, Middle East, and Africa. Cultural diversity makes communication difficult as the mindset of people of different cultures are dissimilar.

3.     The third barrier is different perceptions and ideas. Leo is a knowledgeable man who has a degree in Marketing but his employees are mostly fulltime housewives who have little knowledge about business and work.

ii)              Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.

1)     Leo should pay attention to non-verbal messages, without letting himself be distracted. Notice body language and non-verbal cues to allow a richer understanding of the employees’ point.

2)     Leo should use questions to clarify his understanding, as well as to demonstrate interest in what is being said.

3)     Leo should provide language training for his employees in order to diminish their performance gaps. At the same time, Leo should use simple English to communicate with the employees so they could understand clearly.

iii)            Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non verbal action displayed by Leo?

1)     The first non-verbal communication that was projected by Leo is kinesics. Kinesics refers to the movement of the body. This is shown when Leo slammed the phone in anger.

2)     The second non-verbal is paralanguage. This is shown when Leo shouted at his staffs for not attending the phone call.

# data[].attributes.body
1.  Muhammad Noordanial Bin Aziz Noor (1161101824)

2. Aida Nadhirah Binti Muhammad Azli (1161303596)

3. Zahid Al Nahid (1171303101)

4. Nurzafri Azimee Bin Madzlan (1132701398)

5. Muhammad Hafiz Bin Badarussamin (1122702917)

CASE STUDY 1
i. Define self- esteem? Give TWO examples of positive self-esteem.
⦁ Self-esteem is how we feel about ourselves.
-Do not succumb to peer pressure
-Recognize the value of relationships

ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.

⦁ Have negative thoughts about themselves, both physically and mentally. This is clearly seen as her husband told her she is not good at taking care of their offspring because the baby keeps falling sick making her think that might be true.
⦁ Are easily pressured to conform to peers. In example, She noticed gossips circulating around her workplace about her being slow and useless in doing her job.
⦁ See others as better or worse. In the case, Her husband has been promoted whereas she has been in the same position for more than 5 years.

iii. Explain what can Cassey do to increase her self- esteem?

⦁ Cassey should learn to like herself. Everyone has their strength and weaknesses but that is who they are thus she should accept herself, despite her shortcomings. She should also learn to deal with criticism in a positive way. She should gauge her abilities compared to others and if she feel that she is slow or inept, then she should feel like there is room to improve herself further. Other than that, she should try to be more assertive. When one is too pessimistic, they tend to look weak on others despite the results they may provide thus she should try to assert herself more in both her workplace and at home.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example.
⦁ Haptics. Ivan taps Cassey’s shoulder softly with empathy and tells her there must be a way to overcome this stressful situation.

CASE STUDY 2

i.Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.

⦁ Leo is an educated man who has a degree in Marketing from University of California while his employees are mostly full-time housewives who have little knowledge about marketing.
⦁ Leo's employees uses English as foreign language to communicate and Leo uses English as his first language all his life. The language barrier could be a factor in making things confusing between Leo and his employees.
⦁ Leo is an American who have different culture from his employees who are from different parts of the world. The different culture between them is a communication barrier that could cause problems in the wokplace environment.

ii.Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.

⦁ Leo should teach his employees the basic marketing terms so that his employees could understand him and make their marketing job more efficient as they have basics in marketing.
⦁ Leo should send his employees to learn English so that they can understand what Leo is saying to them and not make it confusing between them.
⦁ Leo and his employees should learn more about the cultures of each others so that they does not offend each other and makes a negative working environment.

iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo?

⦁ The two non-verbal communications that are projected in the passage are Kinesics when he slammed the phone in anger and Paralanguage when he shouted "What's going on?".
⦁ The message that is obtained obtained from the non-verbal action displayed by Leo is that he is frustrated with his employees that ignored their responsibilities in the office.

# data[].attributes.body
Members’ names and ID number:

·         Abdulaziz M.Adib Dawoodi (1171301213)

·         Alya Yusrina Binti Mohd Yusri (1161303610)

·         Mathaveswarry A/P Sree Narayanan (1151302950)

·         Muhammad Faris Haziq Bin Mahbob (1161102754)

·         Fatin Nabilah Binti Kamarul Zaman (1131120972)

Question 1

i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

- According to Smith and Mackie (2007), self-esteem is the positive or negative evaluations of the self, as in how we feel about it.

- Two examples of self-esteem are: a) You value yourself, and you communicate better with other people.

b) You are not afraid to express your feelings, likes, and dislikes.

ii. Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons. (6 marks)

a) Her husband claims that she is not skillful: Her husband accused her for being the reason why their daughter always fall sick. This could leave a huge impact on her self-esteem as her partner, considered to be the one of her closest company, keeps throwing negative comments and not giving her enough support.

b) She overheard gossips about her in office: Her surrounding in the workplace is just as negative, as her colleagues kept on gossiping about her and telling that she is a slow worker. Cassey's colleagues should be more considerate and supportive.

c) She is still in the same position at work: After 5 years, she still works at the company as a Call Center Executive while her husband recently got a promotion at work. Also, her husband did not spend enough time with her as he is a workaholic and spends most of his time improving his career, leaving Cassey and their daughter alone without much love and attention. Cassey must have felt insecure.

iii. Explain what can Cassey do to increase her self- esteem? (4 marks)

To increase her self-esteem, Cassey needs to start being more positive towards herself instead of the other way around. She needs to stop blaming herself that everything that went wrong was her fault. She also needs to set a determination, not only to become a better mother but better person as well as a more independent wife, in order to prove her husband wrong. Cassey, too, needs to recognize her strengths and weaknesses by changing her weaknesses into strengths. Lastly, she must learn to avoid herself from being around negative people, and mingle around with positive people instead since negative people tend to bring other people down. But positive people help each other and build each other's spirits.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example. (2 marks)

Question 2

i.Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.    (6 marks)

- Most of Leo’s staffs are made of people from Asia, Middle-East and Africa, but   Leo is an Hispanic American. Therefore, the may do things differently due to their differences in their cultural and ethnical background.

- Leo’s staffs English secondary language speakers, meaning that they use their primary language daily instead. Thus, they may have difficulties in understanding Leo thoroughly.

- Leo’s staff are mostly made out of 35-55 years old full-time housewives, but Leo is a 26 years old man. Because of that, they have a hard time to communicate due to different perception and attitude towards work.

ii.Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)

-      In order to overcome the cultural and ethnical differences, Leo should take note on his employees’ attitude towards work and also be open minded so that both him and his employees can fit in with each other.

-      In order to overcome the language barrier, Leo should avoid using jargons while communicating with his employees because they are mostly consist of housewives. He should also avoid using slangs that are commonly used by Americans, because his employees may have a hard time understanding it even if English is their native language.

-      Leo should also speak in a more polite and using soft tone while speaking to his employees as they are older than him. Additionally, he should also avoid bringing his personal life to work to avoid doing unwanted things like lashing out to his staffs who are confused about what had they done wrong.

iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)

- The first non-verbal communications that are projected in the passage is kinesics. It was shown when Leo slammed the phone furiously to show his anger towards his employees.

- The second non-verbal communication that are projected in the passage is paralanguage. It was shown when Leo shouted at his employees because they are busy chitchatting instead of picking up the phone.

# data[].attributes.body
Chan Jun Ming (1142702364)
Chin Zhe Jing (1161104223)
Chong Kai Yun (1142702629)
Lam Xin Hui (1161104294)
Yu Mei Xuan (1161104241)

Question 1 [15 marks]

Instructions:  Read the following case and answer the questions that follow.

Ivan who is a manager of IBN Call Centre in Damansara is worried about his staff, Cassey. She seems to be tensed most of the time at work. He is concerned about her as she is a talented employee and a valuable asset to the organisation. One day, Ivan decides to speak to her and wonders how to help her. Cassey mentions that she feels useless most of the time. Her husband claims that she is not skillful in caring for their daughter because the baby keeps falling sick most of the time. Her colleagues have also commented that she is too slow in completing her tasks at work.

Ivan then asked her how she gets to know this, but there was silence. He asked her if anyone has ever mentioned that to her: “Cassey, you are useless.” She replies that she overheard gossips about her in office. Ivan feels that Cassey does not believe in her own ability to cope with the everyday problems that life throws at her and is easily swayed to conform to others’ comments about her. Then she admitted that she didn’t know why she felt this way.

Cassey’s husband is a workaholic man who works on shifts, and spends most of his time developing his career than caring for his family. She also mentions that her husband was recently promoted at work whereas she is still in the same position as Call Centre executive for more than 5 years. She also feels sad for being left by herself with her daughter every day. Besides, she finds her work life very stressful. She weeps while telling this. Ivan taps Cassey’s shoulder softly with empathy and tells her there must be a way to overcome this stressful situation.

Cassey than tells Ivan that she enjoys reading in bed before nodding off to sleep and doing meditation every morning before heading to work. Ivan finally found a calm state he could use to get her going with life and work.

i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

According to Cherry (2017), self-esteem is a personality that involve a number of beliefs about oneself. It will then shows appreciation and admiration on oneself when it is stable. For example, people who are confidence and is able to accept his/her own weakness or strength is a person who having positive self-esteem.

ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)

1. Cassey’s husband blames her for their daughter’s sickness and she is guilty for not being able to be with her daughter everyday.

2. Cassey overheard her colleagues gossiping about her slow productivity in work. She believes that she has nothing better than others and has put herself into a negative working environment by maximizing and easily admitting others’ comments about her.

3. Cassey is lack of confidence as her husband has been promoted recently while she is still stuck at the same position for 5 years. Furthermore, her husband has not paid enough attention on his own family but only focusing on his career, thus, it weaken the relationship between Cassey and her husband and a person who is suffering in difficult relationship is hard to have a positive self-esteem.

iii. Explain what can Cassey do to increase her self- esteem?   (4 marks)

To increase self-esteem, Cassey should be focusing on what she likes to do such as reading and meditation and set small goals to be achieved in workplace or family other than the negative comments. She should learn to have positive self talk and frequently praise herself to gain self confidence. In addition,  she should learn to express her own feelings by have a serious discussion with her husband about their family and things that stressed her out. Moreover, she should learn to protect herself by learning to say “no“ and protest when she feels offended.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example. (2 marks)

The type of non-verbal communication used by Ivan in this case is haptics. For example, Ivan taps Cassey softly on her shoulder with empathy to comfort her.

Question 2 [15 marks]

Instructions:  Read the following case and answer the questions that follow.

Instructions: Read the case study below and answer the questions.

Leo is a Hispanic American man who lives in Kentucky. He is a 26-year old man who has a degree in Marketing from University of California. He has been working as a marketing manager with Duplex & Co for 3 years in California. Last year, he moved to Kentucky with his newly married wife and had to settle for a lower paid job in a small telemarketing company in Kentucky.

At the office, Leo is responsible to manage all the telemarketers who will mostly be communicating with clients via phone. His job specification is to ensure that employees achieve monthly targeted sales. He is also responsible to for training his staff to do sales via phone. At times, he also prepares scripts and asks staff to rehearse by using the scripts. Most of the staffs are doing the job on part-time basis and staff turnover rate is high as it is not a permanent job, thus the staff tends to quit if they are not happy.

Leo’s has 17 staff under his supervision. Most of the employees are women from the ages of 35-55. They are full-time housewives who work for about 4-5 hours a day. Most of these employees are from Asia, Middle East and Africa who have different cultural and ethnic backgrounds. They are also non-native English language speakers who only use English as a foreign language to communicate.

Leo always ends up in frustration because he could not hit the targeted sales for the month. The main reason for not achieving the sales is because most of the employees are not able to follow company’s sales and marketing guidelines when dealing with clients. Leo had even pasted a large poster of sales guidelines on the office wall with the hope that employees will read and follow it. Leo also conducts briefings every week to educate staff on how to deal with clients in phone and what is expected from them. However, the staffs usually pay very little attention to the details of briefings given.

Leo also has some personal problems at home. His wife delivered their first baby and he has to depend on a babysitter to look after the newborn. Unfortunately, the babysitter has moved to another town and now Leo and Melanie have to take turn to care for the baby. Sometimes, there are minor arguments between Leo and Melanie and this caused him to feel depressed. One morning, he walked into the office and found that the phone was ringing and no one was answering it because they were busy chit-chatting with each other. He had reminded his staffs a week before that all calls should be immediately attended. Leo slammed the phone in anger and shouted “What’s going on?” His staffs were shocked and stunned by his action. They were also not sure why Leo reacted in such manner.

i.Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.    (6 marks)

1. Social noise, most of Leo’s employees have different cultural and ethnic backgrounds with his which makes communication harder.

2. Personal differences. Leo is a 26-year old man who owns a full time job. He has the responsibility to ensure that employees are able to attain monthly targeted sales. However, most of his employees are women that are from the ages of 35 to 55-year old. Plus, they only work for about four to five hours per day. These differences makes them to have different actions.

3. Psychological noise, Leo showed excessive emotion by slamming the phone in anger and shouting “What’s going on?” but his staffs does not understand what caused his actions.

ii.Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)

1. Be aware of cultural differences by asking for confirmation or opinions. This encourages people to be open with their concerns and would eventually lead to fewer misunderstandings.

2. Have a cooperative communication. Letting the employees to join the discussion to find out the solutions to overcome problems face. Respect and listen to their opinions sincerely.

3. Keep excessive emotions in control by stating thoughts politely with facts and reflect positivity in your talk and nature.

iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)

1. Paralanguage, Leo slammed the phone and shouted at his staffs to show his anger for them not attending phone calls immediately despite him reminding them that just a week ago.

2. Artifacts, Leo pasted a large poster of sales guidelines on the office wall with the hope that employees will read and follow it.

# data[].attributes.body
FCI 5 Group 7
1. SHE KENG SEONG
2. SHEA HUI SI
3. LOW PAU EK
4. KHO XIN CHIER
5. GOH CHEN HUI
6. AMIN, S M ESHRAQ UL

Question 1 [15 marks]

i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

In general, self-esteem can be defined as general feelings of self worth and self-value, how we feel ourselves. However, each expert have their definition on self-esteem, such as Don Simmermacher defined self-esteem  as having a positive image of self. Examples of positive self-esteem are “I have faith on my capabilities” and “I am good at communicating with my friends”.

ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)

-The criticism from her husband and colleagues brings her negative emotion and make her doubt her own ability because she is easily to be affected by others’ comments.

-The time and caring that Cassey's husband gives to the family is not as much as she does, this makes her feel stressed and helpless to carry out the responsibility to take care of the family alone.

-She is working in the same position for more than 5 years and not getting promotion while her husband was promoted recently. This makes her doubt on her ability and feel stressed especially when there is an obvious comparison with her husband.

iii. Explain what can Cassey do to increase her self- esteem?   (4 marks)

-She may learn to deal with the criticism with an open mind, either accept the useful advice if there is any or ignore the negative comments and believe in herself if the criticism is unreal.

-She should put efforts in doing something that makes her enjoy, relax, and improve herself, such as meditation and reading. By doing those things, she can relieve the stress and gain the satisfaction and self-identification.

-She may try to communicate with her husband regarding to the family issue which makes her stressful and upset. Her husband should be the person who gives her support and helping, instead of leaving her alone to face the daily challenges and not even appreciating her effort.

-She may learn to ignore the gossip because it is a common issue in working life. She should spend the time to improve her working capability instead of putting too much attention on the gossip.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example.                                                                                     (2 marks)

Haptics was used by Ivan. Touching or contact communicates closeness as well as power and status. In the case study, Ivan taps Cassey’s shoulder softly with empathy and tells her there must be a way to overcome this stressful situation.

Question 2 [15 marks]

i.Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.    (6 marks)

Communication barriers that exist between Leo and his employees are due to language difference. In this case, as Leo's employees are non-native English language speakers who only use English when needed, they might face difficulty in understanding unfamiliar accents. This may causing information delivering issue such as employees are unable to follow company’s sales and marketing guidelines when dealing with clients.

Besides, there are psychological barriers exist between Leo and his employees. As they not understand that Leo is facing personal problem at home, his employees were shocked by Leo's anger as well as not sure why Leo reacted in such manner. Moreover, Leo had reminded his staff to attend all calls one week before but his employees does not seems to follow. The psychological state of the receiver will influence how the message is received.

There are lack of attention, interest, or irrelevance to the receiver. In this case, staff refuse to pay sufficient attention on Leo as the staffs usually pay very little attention to the details of briefings given although Leo tried to educate staff on how to deal with clients in phone by conducting briefings every week.

ii.Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)

-              Provide language class. Workplace jargons cannot be avoided and this may cause miscommunication for those who are weak in certain language such as English if the default language of said workplace is English. As a common problem for workplace with high diversity, Leo should provide language training for employees to lessen the language gap.

-              Make sure the communication is not just a one way street. Leo will have to make an effort to find ways to set others at ease around him. He needs to learn to listen as well instead of just giving out orders and give employees the confidence to be able to communicate with him by giving them a chance to do so.

-              Separate personal life from work life. Leo should not have bought his emotional baggage from home and lashed out on the employees who did not understand what they had done wrong at the time. Incentives should be given out to those who had done well. Wrong doings should be explained in details and solutions should be given to solve the problems that had been caused instead of just attacking verbally.

iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)

The first non-verbal communication that was projected by Leo was kinesics. It refers to the movement of body, the way Leo slammed the phone in anger. The slamming of phone refers to such type of non-verbal communication.

The second non-verbal communication projected by Leo was paralinguistic type of non-verbal communication. This type of non-verbal communication refers to loudness of voice which was when Leo started shouting at the employees because none of them bothered to answer the phone call.

# data[].attributes.headline
PREPARED BY:SECTION: FCI 5                                                            GROUP: 3                                                                                                                             Eugene Tey Guan Rong 1142701825                         

# data[].attributes.subject
PREPARED BY:SECTION: FCI 5                                                            GROUP: 3                                                                                                                             Eugene Tey Guan Rong 1142701825                         

# data[].attributes.body
Kong Inn Yee                         1142700132
Chen Wai Xin                         1142701658
Chew Zhen Ann                     1142700563
Ng Pei Yin                               1171303941

Case Study 1

i.  Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

Self-esteem means confidence in one’s ability or value. It’s about how you feel about  yourself.

Examples of positive self-esteem are:

-          You are brave to accept and face challenges in life. You will learn from failure and try again as you think that failure is good for success.

-          You can handle a variety of feelings, whether it is positive or negative and you are not afraid to express it.

ii.            Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)

Cassey is suffering from low self-esteem because of her family. Her husband is blaming her for not being a skillful mother as the kid keep falling sick. However, Cassey’s husband is a workaholic and he likes to push all the responsible for taking care of their daughter to Cassey. As a mother, Cassey is feeling sad and guilty because she has to leave her daughter before going to work. Without the mental support and negative comments from her life partner, Cassey suffers from low self-esteems and don’t seem to have a solution to the situation.

Besides, the working environment is too stressful for Cassey. Her colleagues always talk bad behind of her and Cassey has overheard the gossips. The colleagues complain about her speed when completing the task at work. As her husband has been promoted after five years and she still remains in the same position, she is feeling worst and start to lose the confident in the workplace.

Lastly, Cassey’s personality is causing Casseys to suffer from low self-esteem. If Cassey is an open minded and let-it-go person, these issues will not be a big issue. She doesn’t believe in her own ability to solve the routineproblems. Cassey should have a better communication skill with her husband and put more effort in increasing the speed for completing the task. As Cassey didn’t spend enough time for herself, such as reading, she is suffering from low esteem because it is insecure without attention and love from family and workplace.

iii.            Explain what can Cassey do to increase her self- esteem?   (4 marks)

It's easy to feel bad about yourself if you spend time with people who treat you badly or don't appreciate you. Cassey should avoid negative talk and make a conscious effort to spend more time with people who love her and treat her like her expect to be treated. This can help her to feel good about herself and challenge her negative thinking. She should connect with people who love her and talked to the love one how she feel to reassess how she view herself. Cassey should set herself a challenge to increase her self-esteem. She can take up a hobby, join a class or volunteer her time for something she feel passionate about. Making small goals such as trying a recipe or learning the days of the week in a new language can help her to feel more positive about herself.

iv.            What type of non-verbal communication was used by Ivan in this case? Provide an example. (2 marks)

Ivan’s Body Language and Posture is one of the non-verbal communication used in this case. For example, Ivan taps Cassey’s shoulder softly with empathy and tells her there must be a way to overcome this stressful situation

Case Study 2

i.            Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.    (6 marks)

Leo and his employees have communication barriers of cultural differences. As stated, most of Leo’s employees are full-time housewives who are from different countries, cultural and ethnic backgrounds. Social interaction of different cultural is varying greatly.  For example, different cultural of people have different social setting, so that, the concept of personal space is also different. This makes employees have communication barriers with clients which they are non-native English language speaker only use English as foreign language to communicate.

Lack of attention of communication barriers happened to Leo and his employees. Leo’s responsibility in company is to guide employees to hit sales target. To achieve his goals, he has to prepare scripts and train his staff to do sales via phone. But most of the employees are not able to follow Leo’s guides even pasted guidelines on the office wall with the hope that employees will read and follow it. This shows that the staffs pay very little attention to the details of briefings given.

Emotional barriers happened between Leo and his staffs. Leo feels depressed due to his babysitter moved to another town and can’t help taking care of their newborn baby. Thus, this caused Leo and his wife have to take turn to take care of baby. All of this worries and stressed make Leo getting worse when he work with teams that are not cooperate with.  He angry and shout to his staffs when the staffs are not working well which chit-chatting and without answering calls. The staffs were shocked and stunned by Leo’s action.

ii.            Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)

Since the employees are mostly from different countries and English is not their native language, Leo should use simple language to communicate with the employees to make sure they can fully understand every message that Leo is trying to convey. By using this strategy, the employee would be able to understand the reminder given by Leo and they will also understand that they have made Leo angry because of not picking up the phone calls.

One of the major problem of the employees is lack of attention during the briefings given by Leo. Therefore, Leo should ask the employees for feedback after the briefings to make sure they really paid the attention to Leo. When the employees are asked to give the feedbacks, they may feel pressured if they are unable to answer. Hence, they will be paying attention for the next briefing to make sure they will be able to give feedback.

Lastly, Leo should keep his anger in control as he faced obstacles in both workplace and home. When he is able to control his own anger, he can convey the message in calm and polite way. This will help to reduce the arguments between Leo and his wife, and he will not slam the phone in anger.

iii.            Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)

1.      Leo pasted a large poster of sales guidelines on the office.

o   To gain employees’ attention and want them to read the guidelines and follow it.

2.      Leo slammed the phone.

o   To show his anger towards the employees who were busy chit-chatting instead of answering the call.

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Blended Activity Week 5                                                                               FCI 3 Group 9                                                                                             Wong Shou Hong 1161100695                                                                   Tan Chi Yang 1142701753                                                                        Kuan Wei Ben 1161104365                                                                        Low Seh Hong 1161104400                                                                     Seng Weng Hoong 1161103872                                                                Boo Ee Kein Ivan 1161104032

# data[].attributes.subject
Blended Activity Week 5                                                                               FCI 3 Group 9                                                                                             Wong Shou Hong 1161100695                                                                   Tan Chi Yang 1142701753                                                                        Kuan Wei Ben 1161104365                                                                        Low Seh Hong 1161104400                                                                     Seng Weng Hoong 1161103872                                                                Boo Ee Kein Ivan 1161104032

# data[].attributes.body
SECTION A: CASE STUDY [30 MARKS]

Question 1 [15 marks]

Instructions:  Read the following case and answer the questions that follow.

Ivan who is a manager of IBN Call Centre in Damansara is worried about his staff, Cassey. She seems to be tensed most of the time at work. He is concerned about her as she is a talented employee and a valuable asset to the organisation. One day, Ivan decides to speak to her and wonders how to help her. Cassey mentions that she feels useless most of the time. Her husband claims that she is not skillful in caring for their daughter because the baby keeps falling sick most of the time. Her colleagues have also commented that she is too slow in completing her tasks at work.

Ivan then asked her how she gets to know this, but there was silence. He asked her if anyone has ever mentioned that to her: “Cassey, you are useless.” She replies that she overheard gossips about her in office. Ivan feels that Cassey does not believe in her own ability to cope with the everyday problems that life throws at her and is easily swayed to conform to others’ comments about her. Then she admitted that she didn’t know why she felt this way.

Cassey’s husband is a workaholic man who works on shifts, and spends most of his time developing his career than caring for his family. She also mentions that her husband was recently promoted at work whereas she is still in the same position as Call Centre executive for more than 5 years. She also feels sad for being left by herself with her daughter every day. Besides, she finds her work life very stressful. She weeps while telling this. Ivan taps Cassey’s shoulder softly with empathy and tells her there must be a way to overcome this stressful situation

Cassey than tells Ivan that she enjoys reading in bed before nodding off to sleep and doing meditation every morning before heading to work. Ivan finally found a calm state he could use to get her going with life and work.

i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

Self-esteem is a person’s overall sense of self-worth or personal value.

The first example of positive self-esteem is a person value and accept other people as they are, which he or she don’t try to change them.

Secondly, a person value himself or herself, communicate better with others. That person will not afraid to express feelings, likes, and dislikes.

ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)

1. Caessy’s husband blamed that she is not skillful to take care of their daughter because the baby keeps falling sick most of the time. This causes Caessy to suffer from low self-esteem as she show low confidence in herself. She thinks that she is not doing her responsibility well as a mother to a child.

2. Caessy overheard gossips about her in office. Low confidence in herself makes her to care too much about comment on herself from others. She only focus on her weaknesses and forget about her strengths.

3. Caessy mentions that her husband was recently promoted at work whereas she is still in the same position for more than 5 years. She didn’t get any motivation from her husband which causes her to be suffering from low-esteem. Her husband focus only on work ignoring family. However, Caessy has child to take care of besides of her own work.

iii. Explain what can Cassey do to increase her self- esteem?   (4 marks)

Caessy can try to focus on her own tasks without making any comparison with husband or colleagues. There must be different strengths and weaknesses for different people. Caessy can do better focusing on work without looking at gossips around. A good work will surely get commendation from others.

Caessy said that she enjoys reading before going to sleep. She can increase time in reading and choosing books with positive contents teaching a reader to be a better person. She will gain extra positive knowledge and makes her a more confidence person.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example.                                                                                     (2 marks)

Body movement type of non-verbal communication was used by Ivan. He taps Cassey’s shoulder softly with empathy and tells her there must be a way to overcome this stressful situation. He tries to give confidence to Caessy saying that every problem will be solved.

Question 2 [15 marks]

Instructions:  Read the following case and answer the questions that follow.

Instructions: Read the case study below and answer the questions.

Leo is a Hispanic American man who lives in Kentucky. He is a 26-year old man who has a degree in Marketing from University of California. He has been working as a marketing manager with Duplex & Co for 3 years in California. Last year, he moved to Kentucky with his newly married wife and had to settle for a lower paid job in a small telemarketing company in Kentucky.

At the office, Leo is responsible to manage all the telemarketers who will mostly be communicating with clients via phone. His job specification is to ensure that employees achieve monthly targeted sales. He is also responsible to for training his staff to do sales via phone. At times, he also prepares scripts and asks staff to rehearse by using the scripts. Most of the staffs are doing the job on part-time basis and staff turnover rate is high as it is not a permanent job, thus the staff tends to quit if they are not happy.

Leo’s has 17 staff under his supervision. Most of the employees are women from the ages of 35-55. They are full-time housewives who work for about 4-5 hours a day. Most of these employees are from Asia, Middle East and Africa who have different cultural and ethnic backgrounds. They are also non-native English language speakers who only use English as a foreign language to communicate.

Leo always ends up in frustration because he could not hit the targeted sales for the month. The main reason for not achieving the sales is because most of the employees are not able to follow company’s sales and marketing guidelines when dealing with clients. Leo had even pasted a large poster of sales guidelines on the office wall with the hope that employees will read and follow it. Leo also conducts briefings every week to educate staff on how to deal with clients in phone and what is expected from them. However, the staffs usually pay very little attention to the details of briefings given.

Leo also has some personal problems at home. His wife delivered their first baby and he has to depend on a babysitter to look after the newborn. Unfortunately, the babysitter has moved to another town and now Leo and Melanie have to take turn to care for the baby. Sometimes, there are minor arguments between Leo and Melanie and this caused him to feel depressed. One morning, he walked into the office and found that the phone was ringing and no one was answering it because they were busy chit-chatting with each other. He had reminded his staffs a week before that all calls should be immediately attended. Leo slammed the phone in anger and shouted “What’s going on?” His staffs were shocked and stunned by his action. They were also not sure why Leo reacted in such manner.

i.Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.    (6 marks)

- One of the communication barriers that exist between Leo and his employees is language. Leo’s employees are non-native English language speakers only use English as a foreign language to communicate.
- The second communication barriers is different cultural and ethnic backgrounds. Most of these employees are from Asia, Middle East and Africa, so the way of different county behaviors and workstyle in workplace are different.
- The third communication barriers is employees does not follow company’s guidelines. Most of the employees are work as part-time, they only work for about 4-5 hours a day. Because of this employees would not give a full commitment in their job .

ii.Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)

To overcome the language barriers exist between Leo and his employees, Leo could demand a interpreter or take up multiple languages in order to help him to communicate better with his employees. Besides, he should prevent using slangs that others might not understand.

To overcome the cultural difference and backgrounds, Leo should study and take notes of some work styles of different culture, so that he can implement an effective and proactive work style for all of his employees.

To overcome the retaliation of employees not following the company’s guideline, Leo should ask for their employees opinions on the matter of fact, as no one would like to be forced to follow a certain guideline. He should prepare a guideline based on everybody’s opinion and point of view.

iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)

One of the non-verbal communications is pasting posters of guidelines and wanted people to follow it. Leo is displaying a message of wanting people to do as what he wanted in the first place, rather then doing things in the current condition. Besides, Leo displayed another non-verbal communication by slamming the phone. He is displaying anger and disappointment to his employees.

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most of the employees are not able to follow company’s sales and marketing guidelines when dealing with clients. Leo had even pasted a large poster of sales guidelines on the office wall with the hope that employees will read and follow it. Leo also conducts briefings every week to educate staff on how to deal with clients in phone and what is expected from them. However, the staffs usually pay very little attention to the details of briefings given.

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Ayuni Syazatuljannah Binti Zahar  1151303510
Nur Arisda Fajrina Binti Haris 1151304497
Nur Maryam Binti Rahmat 1151304291
Ilyas Khalili Bin Ahmad Zainuddin 1161103207
Lokman Hakim Bin Ahmad Sabri 1171303755

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1. Muhammad Amirul Hakeem bin Shaik Dawood 1151303577

2.  Brijinder Singh Mann 1151304545

3.  Mohd Arif Danial bin Abdul Aziz 1142702426

4. Hamizan Adli 1142702495

5. Md.Rownak Alam 1171302751
6. Mahmoud Khalouf  1151304457

Case study 1

i)  Define self- esteem? Give TWO examples of positive self-esteem.

• Self-Esteem is a feeling of satisfaction that someone has in himself or herself and his or her own abilities. Self Esteem is an important part of success.

• Two examples of positive Self-Esteem are:

1. You value yourself, and you communicate better with other people.

2 .You accept challenges and take risk to grow.

ii)  Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3      reasons.

1.  Cassey feels useless of herself: Cassey's husband thinks that she isn't skillful enough in caring for their daughter because the baby keeps falling sick often. This thing could leave a huge impact on her self-esteem as her husband is considered one of her closest company.

2. She overheard her colleagues gossip about her: Colleagues also have an impact on our self-esteem. Cassey's colleagues negative comments about her being slow surely makes her situation worse. Instead, they should understand her situation rather than throwing harsh comments on her.

3. Staying in the same position for a long time: Cassey is been Call Centre executive for 5 years. On one hand, her husband has been recently promoted, which lowers her self-esteem as she loses her self-confidence. One the other hand, her husband being a workaholic spends less time with her and her daughter.

iii) Explain what can Cassey do to increase her self- esteem?
1. Casey should focus and put more time with her family. She has to communicate with her husband to allocate more time together to improve the connection between herself with her family.

2. Casey should also allocate more time for personal passion. She mentions that she enjoys reading in before before

she sleeps and doing meditation every morning before heading to work. She should focus more on that and also learn something new that she enjoys to invest
more in herself.

3. Lastly, Casey should use self full filling prophecies to her advantage. She should accept all the critics that she receives from her husband and the gossips she heard. Then she should work on herself to prove her husband and the gossips wrong to counter the negative self full filling prophecies.

iv) What type of non-verbal communication was used by Ivan in this case? Provide an example.

The type of non-verbal communication was used by Ivan in this case was "Haptics".

Haptics refers to physical touch. Touching or contacts communicates closeness as well as power and status.

Example:

• We use hand shake to gain trust and introduce ourselves.

Case study 2

i).Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.
1. one communication barriers that exist between Leo and his employees is language. Leo’s employees are not native English speakers , so Some information from the employees might not be understood correctly by Leo.

2. The second barrier is differences in culture and ethnic background. Leo is an American but most of his employee are came from Asia, Middle East and Africa. This causes their behavior to be different than Leo which causes problems.

3.The last one is that the employees does not follow company’s guidelines. This is because most of his employees are work under part time basis. They  only work for a short period of time because of their personal schedule. Because of this his employees would not give full commitment in their job as this is not a permanent job for them.

ii). Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.
1. Study the social situation of each employee in all aspects and work to find a suitable way to communicate with each employee and working to understand the goals of other employees and work to remove the sources of disagreement and turn these differences into opportunities.

2. Everyone who works with you should realize that you are interested in him individually, and that you are ready to cooperate with him as long as the interest

of the company remains the most important goal.

3. Establishing workshops to help strengthen communication and English skills.

iii) Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo?
Two non-verbal communications that were projected in the passage are Kinesics (body motion) and Paralanguage (vocal cue). The message that was obtained from the non-verbal action displayee by Leo is that Leo is frustrated with his employees not being able to work properly and help him reach the targeted sales of the month.

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1142702361 Wong Weng Zhen

1122701114 Sharvin Rethnakumar

1171303322 Lim Guan Cheng

1171302426 Jamal Aljurayfani

1171303300 Tan Kok Yew

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1. Liew Soon Pang
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2. Nicholas Tan Yu Zhe
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3. Choo Jia Sheng
(1142700814)
4. Chow Chan Kit
(1142701084)
5. Lee Boon Ping
(1142701239)

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1- CHONG JIAN TING (1142700898)
2- LAI TONG MIN (1142700812)
3- LEE WEE KONG (1142700880)
4- TEY MENG KIAT (1142701444)
5- SANJEVI RAU A/L KRISHNA RAO (1142700844)
6- NUH HIDAYAT BIN KHAIDIL (1161100657)

Question 1
i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

Self-esteem is defined as the expression of your perceptions about yourself and the reaction & response of others to you as an individual. By having positive self-esteem, the person will be open to criticism and comfortable to acknowledge their mistakes. Furthermore, the person will be having ease in communication with each other and appear to enjoy their interaction.

ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)

Have negative thoughts about themselves, both physically and mentally. Cassey feel useless and stressful when working, feel sad because sacrifice time with daughter for career.

See others as better or worse. Cassey go into low self-esteem when her husband ables to promote to higher position in career but she stays at the same position for 5 years.

Are easily pressured to conform to peers. Cassey feel useless when just listened to the gossip about complaining her working efficiency spread in working environment but nobody had really told her about this problem face to face and the manager actually praise her contribution.

iii. Explain what can Cassey do to increase her self- esteem?   (4 marks)

Cassey should stop negative thinking.

Cassey should allocate time for her personal passion, in this case,  she may spent time on things she’s like such as reading in beds, mediation in the morning before going for work.

Cassey could also learn to deal with criticism in positive way, learn to like herself and don’t care about others gossip.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example.  (2 marks)

Haptics.  Ivan who is a manager of IBN Call Centre in Damansara expresses his empathy by tapping Cassey’s shoulder and tells her there must be a way to overcome this stressful situation.

Question 2

i.Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.    (6 marks)

The first communication barriers that exist between Leo and his employees is language. Leo is an American, a western country and his employee are mostly come from the Eastern country. Therefore, Leo’s employees will tend to be more difficult to communicate and understand in English as English is not their mother tongue and used language in their own country.

Employees does not follow company’s guidelines. This is because most of his employees are work under part time basis but not full time. Therefore, they only work for a short period of time due to their personal schedule. For instance, his employees might have part time university classes or other personal stuff to do. This lead to his employees would not give full commitment in their job as this is not a permanent job for them.

Differences in culture and ethnic background between employer and employees. Leo is an American and most of his employee are came from Asia, Middle East and Africa. Therefore, the way of both eastern and western country behavior in workplace might be different and his employee might not be comfortable with the Leo’s workstyle as it may differ from what his employees experience in their previous workplace.

ii.Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)

The first strategy that can be implemented to overcome the language barrier is to conduct an English course for every new employee. Leo needs to prepare an English course which will consists of the teaching of the English words and the meaning that are frequently used in the job. This course compulsorily needs to be taken by every new employee. Thus, this will improve the language barriers between Leo and his employees.

The second strategy that can be implemented in order to make the employees to follow the company’s guidelines are strict observation and rules. Leo can actually hire a secondary supervisors in order to observe their employees all the time. Leo should also apply strict rules or penalty for employee who refuse to follow the company’s guidelines. By doing this, the employees would not take the job for granted and will try their level best to follow the company’s guidelines.

The third strategy that can be implemented to overcome the differences in culture and ethnic background is by making the relationships among the employees stronger. Leo should organize some activities among the employees or at least organize outings with his employees once a month. By doing this, his employees will talk and team up with different ethnic background employees and make themselves feel more comfortable. This comfortableness will make the employee interest in working in the company higher and the turnout can actually be reduced.

iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)

Two non-verbal communication that are projected in the passage is Leo slammed the phone in anger and shouted “What’s going on?” and Leo had even pasted a large poster of sales guidelines on the office wall with the hope that employees will read and follow it.

Message that can be obtain from the non-verbal action displayed by Leo is that Leo is mad at his employee and he tried to approach his employee by pasting a large poster of sales guidelines so that his employees will read and follow it.

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Wong Sam Hoe - 1142702135
Tan Hui Yang - 1142702441
Lee Yee Hwa - 1142702186
Lim Kah Hung - 1142701318
Fong Yung Xin - 1142701187
AL GARNI, MOHAMMED ALI M - 1161302651

# data[].attributes.attachment_link.title
Blended Learning Week 5 - FCI5 - Group 5.pdf

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One morning, he walked into the office and found that the phone was ringing and no one was answering it because they were busy chit-chatting with each other. 

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full-time housewives who work for about 4-5 hours a day. Most of these employees are from Asia, Middle East and Africa who have different cultural and ethnic backgrounds. They are also non-native English language speakers who only use English as a foreign language to communicate. 
     Leo always ends up in frustration because he could not hit the targeted sales for the month. The main reason for not achieving the sales is because most of the employees are not able to follow company’s sales and marketing guidelines when dealing with clients. Leo had even pasted a large poster of sales guidelines on the office wall with the hope that employees will read and follow it. Leo also conducts briefings every week to educate staff on how to deal with clients in phone and 

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Matthew Chiam Jia Rong (1142700840)
Koh Chiu Lin (1142700524)
Tan Zhi Xiong (1142701732)
Tan Wei Khang (1142701286)
Liew Yi Ziang (1151302016)

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office wall with the hope that employees will read and follow it. Leo also conducts 

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1. Ng Kang Jie (1142700809)
2. Chin Teck Hao (1142700551)
3. Darryl Cheng Lin Wei (1142700585)
4. Ng Jia Waie (1142700826)
5. Teo Yong Zheng (1142700997)

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Lee Bing Yuan (1142700561)
Aaron Patrick Nathaniel (1151301880)
Gan Qi Tze (1142700525)
Khor Kia Kin (1142701883)
Tiew Kee Hui (1151303086)

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Chin Zi Hau (1142701236)
Chong King Wai (1142700848)
Tan Jun Hong (1142700874)
Tey Yi Hen (1142700907)
Ho Ting Fong (1161104246)

Question 1:
i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

Self esteem is the way you feel about yourself, our thoughts and feelings about ourselves.

Example: I am good looking, I am competent.

ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)

Her husband was recently promoted at work yet she is still in the same position for more than 5 years. She felt inferior, useless when comparing herself to her husband.

Gossiping in her workplace. Her colleague gossips about she is too slow in completing her task at work, and she overheard them gossiping about her. Knowing that your colleagues are gossiping or commenting about you behind your back can greatly affect your feelings and decrease your confidence.

Her workaholic husband cares more about his career as compared to his family. She feels sad for being left by herself with her daughter everyday, and yet his husband blamed her for not taking good care of their daughter. She have to work and take care of her daughter by herself, and yet was blamed for her incompetence. Due to without the support from her husband which is suppose to be her closest family, she can’t get rid of the anxiety or pressure, which will then greatly affect her self esteem.

iii. Explain what can Cassey do to increase her self- esteem?   (4 marks)

Allocate time for personal passion. In this case Cassey likes to read, and she meditate every morning to keep her mind peace.

Stop negative thinking. She has no prove that her colleagues were gossiping about her.

Convert negative thinking into positive solution. Her husband promoted should be her motivation to work harder instead of feeling bad of herself.

Should not brood and focus on evidence of success on life. She should not care about how others think of her and continue with what she supposed to do. Overthinking can lead to her losing confident in herself and swayed by others’ comment on her.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example. (2 marks)

Haptics

Ivan tapped Cassey’s shoulder as a sign of encouragement or consolation.

Question 2:
i.Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.    (6 marks)

Leo’s employees are foreign workers where they are non-native english speakers. They use their mother tongue as their daily language instead of english. Therefore, they have a hard time understanding Leo’s direction.

Leo’s employees have different cultural backgrounds as they came from foreign countries. Therefore, they might practice different behaviors which are considered inappropriate in America when performing their work. For example, were busy chatting instead of answering calls from clients.

Leo’s employees are mostly part timers where they are they are full time housewives. They did not follow to the poster’s guidelines when dealing with clients and did not pay much attention to Leo’s briefing every week. They tends to quit when they are not happy.

ii.Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)

Leo should avoid jargon while speaking with his co-worker and avoid using certain abbreviations or terms, which probably might not be known to a newcomer or non-native english speaker. When Leo speaking with his employees, he always have to make sure to communicate in a way that everyone understands.

Leo should be aware of cultural differences as his co-worker are mostly came from different culture and ethnic background. Leo have to consider that some might interpret as normal,  peoples of different cultures might consider odd or even offensive.

Leo should be keeping an open mind in workplace and it’s crucial for Leo to recognise that differences in perspective and understanding are natural. Leo have to be aware of where the other is coming from and understand that a difference of opinions exists. Leo need to understand that forcing his point on someone else will never works.

iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)

Paralanguage and kinesics.

Leo is very frustrated because his staffs never follow the instructions given and yet no one knows his feeling.

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Nirupa a/p P. Chandran (1151105251)
Nur Mahsuri Bt. Azlan (1151200532)
Afiq bin Basharuddin (1151105230)
Amir Ikhwan bin Tirmidzie (1151102928)
Sanggari a/p Ramasamy (1151102221)
Tan Wei-Tjing (1161104092)

Case Study 1

i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

Self-esteem is how one feels about himself/herself.     It is the decision made by an individual as an attitude towards the self. Self-esteem encompasses beliefs about oneself

The first example of positive self-esteem is “ I believe I am a good singer and feel happy about that”. Secondly, when you feel confident and appreciate yourself without having negative vibes.

ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)

Casey’s husband claims that she feels useless as her husband claims she is not skillful enough to look after their daughter because the baby keeps falling sick most of the time. Casey would feel shattered hearing her husband’s negative comment as he is her only companion and he is supposed to be giving her strength not criticize her every time.

She also heard her colleagues commenting about her being slow in finishing every tasks given at work. Listening to the colleagues surely makes Casey’s situation worse. As colleagues, they should empathise and understand Casey’s situation rather than throwing blunt comments about her work.

Casey also finds her work to be very stressful as her husband has been promoted at work and she has been in the same position as Call Centre executive for the past 5 years.  This situation makes Casey feel discouraged as she feels that she does not deserve anything especially in her workplace while her husband is in a better position.

iii. Explain what can Cassey do to increase her self- esteem?   (4 marks)

Casey should meditate to get a healthier mind and have a more positive thinking. Besides that, casey should handle mistakes and failures in a more positive way.  Instead of always blaming herself, Casey should ask herself: How would my friend/parent support me and help me in this situation? Then do things and talk to herself like he or she would. Trying something new also may help Casey increase her self-esteem. When you try something new, when you challenge yourself in a small or bigger way and go outside of your comfort zone then your opinion of yourself goes up.  Lastly, Casey should stop comparing herself with others as that will make her life more miserable.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example.                                                                                     (2 marks)

Ivan’s facial expressions is one of the non-verbal communication used in this case. For example, Ivan finally found a calm state he could use to get her going with life and work.

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Class Section: FCI4
Members’ names and ID number:

·         Abdulaziz M.Adib Dawoodi (1171301213)

·         Alya Yusrina Binti Mohd Yusri (1161303610)

·         Mathaveswarry A/P Sree Narayanan (1151302950)

·         Muhammad Faris Haziq Bin Mahbob (1161102754)

·         Fatin Nabilah Binti Kamarul Zaman (1131120972)

CASE STUDY 1
i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)
- According to Smith and Mackie (2007), self-esteem is the positive or negative evaluations of the self, as in how we feel about it.
- Two examples of self-esteem are: a) You value yourself, and you communicate better with other people.
b) You are not afraid to express your feelings, likes, and dislikes.

ii. Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons. (6 marks)
a) Her husband claims that she is not skillful: Her husband accused her for being the reason why their daughter always fall sick. This could leave a huge impact on her self-esteem as her partner, considered to be the one of her closest company, keeps throwing negative comments and not giving her enough support.
b) She overheard gossips about her in office: Her surrounding in the workplace is just as negative, as her colleagues kept on gossiping about her and telling that she is a slow worker. Cassey's colleagues should be more considerate and supportive.

c) She is still in the same position at work: After 5 years, she still works at the company as a Call Center Executive while her husband recently got a promotion at work. Also, her husband did not spend enough time with her as he is a workaholic and spends most of his time improving his career, leaving Cassey and their daughter alone without much love and attention. Cassey must have felt insecure.

iii. Explain what can Cassey do to increase her self- esteem? (4 marks)
To increase her self-esteem, Cassey needs to start being more positive towards herself instead of the other way around. She needs to stop blaming herself that everything that went wrong was her fault. She also needs to set a determination, not only to become a better mother but better person as well as a more independent wife, in order to prove her husband wrong. Cassey, too, needs to recognize her strengths and weaknesses by changing her weaknesses into strengths. Lastly, she must learn to avoid herself from being around negative people, and mingle around with positive people instead since negative people tend to bring other people down. But positive people help each other and build each other's spirits.

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example. (2 marks)

CASE STUDY 2

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SECTION A: CASE STUDY [30 MARKS]

Question 1 [15 marks]

Instructions:  Read the following case and answer the questions that follow.

Ivan who is a manager of IBN Call Centre in Damansara is worried about his staff, Cassey. She seems to be tensed most of the time at work. He is concerned about her as she is a talented employee and a valuable asset to the organisation. One day, Ivan decides to speak to her and wonders how to help her. Cassey mentions that she feels useless most of the time. Her husband claims that she is not skillful in caring for their daughter because the baby keeps falling sick most of the time. Her colleagues have also commented that she is too slow in completing her tasks at work.

Ivan then asked her how she gets to know this, but there was silence. He asked her if anyone has ever mentioned that to her: “Cassey, you are useless.” She replies that she overheard gossips about her in office. Ivan feels that Cassey does not believe in her own ability to cope with the everyday problems that life throws at her and is easily swayed to conform to others’ comments about her. Then she admitted that she didn’t know why she felt this way.

Cassey’s husband is a workaholic man who works on shifts, and spends most of his time developing his career than caring for his family. She also mentions that her husband was recently promoted at work whereas she is still in the same position as Call Centre executive for more than 5 years. She also feels sad for being left by herself with her daughter every day. Besides, she finds her work life very stressful. She weeps while telling this. Ivan taps Cassey’s shoulder softly with empathy and tells her there must be a way to overcome this stressful situation

Cassey than tells Ivan that she enjoys reading in bed before nodding off to sleep and doing meditation every morning before heading to work. Ivan finally found a calm state he could use to get her going with life and work.

i. Define self- esteem? Give TWO examples of positive self-esteem. (3 marks)

ii.Provide THREE reasons why Cassey suffers from low self-esteem? Elaborate the 3 reasons.(6 marks)

iii. Explain what can Cassey do to increase her self- esteem?   (4 marks)

iv. What type of non-verbal communication was used by Ivan in this case? Provide an example.                                                                                     (2 marks)

Question 2 [15 marks]

Instructions:  Read the following case and answer the questions that follow.

Instructions: Read the case study below and answer the questions.

Leo is a Hispanic American man who lives in Kentucky. He is a 26-year old man who has a degree in Marketing from University of California. He has been working as a marketing manager with Duplex & Co for 3 years in California. Last year, he moved to Kentucky with his newly married wife and had to settle for a lower paid job in a small telemarketing company in Kentucky.

At the office, Leo is responsible to manage all the telemarketers who will mostly be communicating with clients via phone. His job specification is to ensure that employees achieve monthly targeted sales. He is also responsible to for training his staff to do sales via phone. At times, he also prepares scripts and asks staff to rehearse by using the scripts. Most of the staffs are doing the job on part-time basis and staff turnover rate is high as it is not a permanent job, thus the staff tends to quit if they are not happy.

Leo’s has 17 staff under his supervision. Most of the employees are women from the ages of 35-55. They are full-time housewives who work for about 4-5 hours a day. Most of these employees are from Asia, Middle East and Africa who have different cultural and ethnic backgrounds. They are also non-native English language speakers who only use English as a foreign language to communicate.

Leo always ends up in frustration because he could not hit the targeted sales for the month. The main reason for not achieving the sales is because most of the employees are not able to follow company’s sales and marketing guidelines when dealing with clients. Leo had even pasted a large poster of sales guidelines on the office wall with the hope that employees will read and follow it. Leo also conducts briefings every week to educate staff on how to deal with clients in phone and what is expected from them. However, the staffs usually pay very little attention to the details of briefings given.

Leo also has some personal problems at home. His wife delivered their first baby and he has to depend on a babysitter to look after the newborn. Unfortunately, the babysitter has moved to another town and now Leo and Melanie have to take turn to care for the baby. Sometimes, there are minor arguments between Leo and Melanie and this caused him to feel depressed. One morning, he walked into the office and found that the phone was ringing and no one was answering it because they were busy chit-chatting with each other. He had reminded his staffs a week before that all calls should be immediately attended. Leo slammed the phone in anger and shouted “What’s going on?” His staffs were shocked and stunned by his action. They were also not sure why Leo reacted in such manner.

i.Based on the situation, identify and explain THREE (3) communication barriers that exist between Leo and his employees.    (6 marks)

ii.Provide THREE strategies that can be implemented to overcome the barriers. Explain each strategy.(6 marks)

iii. Identify TWO non-verbal communications that are projected in the passage. What message is obtained from the non-verbal action displayed by Leo? (3 marks)