Class Act Ltd Case Study: Analyzing Communication & HRM Issues

This case study examines a complaint at Class Act Ltd regarding delayed student enrollment information. It applies Communication Accommodation Theory to analyze the interaction, identifying the sender, receiver, encoding, and decoding elements. The study explores how self-esteem and self-awareness influence communication, highlighting differing perceptions between individuals involved. Cultural differences between an employee from England and the New Zealand work environment are considered, along with the impact of non-verbal communication such as distance, time, and body language. The analysis suggests that improved communication processes and awareness of cultural nuances could prevent similar issues in the future. Desklib offers a wealth of resources, including past papers and solved assignments, to support students in understanding and applying these concepts.

HUMAN RESOURCE MANAGEMENT

A. The complaint from the example provided in the case study is related to the delayed
transmission of information from the desk to the tutor regarding the student enrollment.
Improper communication gap, as well as the transmission of information without prior notice,
is the concerned complaint that has been lodged and analysed in the case study provided.
B. The case study provided shows a distinctive feature of Communication accommodation
theory where adjustment of communication styles are presented to ensure that every
information in accommodated as required (Harris, and Sherblom, 2018) It can be justified as
the case study shows are a sense of approval and focus requirement for fulfilment of
information to be distributed.
C. The elements of the communication theory as distinctively provided in the case study is
the sender and idea is the student who is asking for enrollment information respectively.
Encoding is from the point of view of morality as the one receiving the message from the
student (Spitulnik, 2017). The Tudor is considered to be the receiver in this communication
theory implemented.
D. Self-esteem and communication are related to each other as with proper learning of
communication theories and skills one can increase their self-esteem (Fearn-Banks, 2016).
On the other hand, their situation where the self-esteem of a people could encourage oneself
to ensure that they are doing good in properly communicating ideas and information to their
fellow people.
E. Self awareness is an important aspect when establishing a successful communication
process. In case of this example, an improved sense of self awareness could have helped
Marlo in following up her end of the responsibility through and through by rechecking all the
procedures that she had undertaken.
F. In this case there are no protagonists or antagonists as such. It is a case of simple
misunderstanding that could have been avoided by an improved communication process
between the enquiry division and the tutor. Marlo feels that she has done job correctly and
without any mistake and other factors in the communication process are at fault for this
mishap while Ben believes that the whole process of communication is at fault rather than
any particular individual.
G. Marlo who has recently immigrated from England which is country with a strict work
ethic were jobs are compartmentalized for increased efficiency (Katz, Lazarsfeld, and Roper,
2017). They believe that every individual should perform their own duty correctly and should
not get involved in the jobs of others while in NZ the work ethic is less compartmentalised

and people are more involved in each others jobs and are willing to help in order to improve
overall efficiency
H. distance is a non verbal communication that influenced the communication in this case.
There was no direct line of communication between Ben and Marlo. The distance between
this to organs of the institution contributed largely to this mishap.
I. Time and body language are to other non verbal communications that could have
influenced this communication process. If more time was managed properly in the institution
and every knew about the limited time the mishap could have been avoided. Body language
shown by BEn when talking about the mishap offended Marlo and resulted in problems n the
institution. This could also have been avoided.

References
Harris, T.E. and Sherblom, J.C., 2018. Small group and team communication. Waveland
Press.
Katz, E., Lazarsfeld, P.F. and Roper, E., 2017. Personal influence: The part played by people
in the flow of mass communications. Routledge.
Fearn-Banks, K., 2016. Crisis communications: A casebook approach. Routledge.
Spitulnik, D., 2017. Alternative small media and communicative spaces. In Media and
democracy in Africa (pp. 177-205). Routledge.