Question

help please

Lions that too. CASE STUDY 1 limited to the left their Instructions: Read the following case and answer the questions that follow. Julie is a 27 year old graduate who works in the Housekeeping department the Sheraton Towers in Melbourne. Her role within the department is to train all new staff from ages 18 o 55 in general housekeeping skills. Today she is training a new staff member Anna who is a 50 year old woman from Fiji on how to clean and maintain the mini bar in guestrooms. Since English is not Anna's mother tongue and with hardly any educational background, she has asked Julie to repeat her instructions for cleaning and restocking the mini bar, and she is still unable to understand her. So she decides to complete the task her way before moving on to another room where she repeats the same task. After Anna has completed cleaning and restocking all the mini bars that she was assigned, Julie checks to see that the tasks were completed to job specification. Julie quickly discovers that Anna has not completed the task as she was instructed to. She wonders how this could happen when she has instructed Anna over and over again. Next day she wrote the instructions bn a piece of paper and pinned it up on the bulletin board for Julie to read. Anna again completes the task in her way. Julie checks and finds that Anna had not completed the tasks in accordance to the job specifications. As Anna is about to go home Julie catches up with her and in an authoritative tone asks Anna to redo the mini bars. Anna can't understand why Julie wants her to do this again, when the afternoon housekeeping staff is now on duty. Anna tells Julie that she has to go home now, and is unable to stay back tonight. Julie raises her voice and tells Anna that she must finish her job before she goes home, and if she doesn't do this, then she will report her to the House Keeping Manager and Human Resource Manager. Anna just stares at Julie and walks out of the room slamming the door behind her. 1. What type of communication took place between Julie and Anna? (1 mark) 2. Based on the situation identify and explain THREE communication barriers between Julie and Anna. (6 marks) ON 3. Provide two strategies to overcome the communication barrier between Julie and Anna. Explain each strategy. marks)

Answer 1

1. Julie is Anna’s superior and is training her about her job. There is a downward formal communication between Julie and Anna.

2. The 3 communication barriers between Julie and Anna, in the given case are:

• Language Barriers: There is difference in the comprehendible language of both Julie and Anna. This is leading to the instances of confusion between the two.
• Organizational Barrier: There is a sense of authority in the way Julie explains the job tasks to Anna. This leads to organizational barrier to communication, based on job level and authority.
• Cultural Barrier: Anna is from Fiji while Julie stays at Melbourne. Their way of interaction and perceiving things can differ because of the difference in their cultural orientations.

3. 2 strategies which can be used to overcome the communication barriers between Julie and Anna, are as follows:

• Julie must understand the language inhibitions of Anna and must try communicating in a common language. Julie can take help of someone who has common language as Anna. This will help in fixing the language barrier between the two.
• Julie must practice the principle of active listening. She should listen carefully and understand the inhibitions of Anna. Accordingly she can take steps to solve the issue in hand.