Professional Communication Case Study: Scenario Analysis & Solutions

This assignment presents a case study analyzing communication in various workplace scenarios. The first scenario examines inappropriate communication via social media and suggests professional alternatives. The second scenario explores the use of capitalization in emails to convey urgency and its potential interpretation. The third scenario focuses on effective communication in a medical facility, highlighting the importance of perception and clear enunciation when interacting with individuals who may have hearing difficulties. Each scenario includes questions prompting analysis of the communication methods used and recommendations for improvement, emphasizing the significance of professional and considerate communication in diverse professional settings.

Running head: COMMUNICATION
COMMUNICATION
Name of Student
Name of University
Author note

1COMMUNICATION
Scenario 1:
Question 1:
Justin’s choice in this situation is inappropriate as it lacks professionalism. Sarah is
Justin’s colleague and the communication from Justin’s part should be more professional.
Taking the matter to the social media is an unprofessional communication, which can have
negative effects in the office environment (Schriver, 2012).
Question 2:
Using social media can have several adverse effects on the career and professional
relationship of Justin and Sarah. If Justin uses the social media against Sarah, she would be
humiliated publicly and would have the susceptibility of having a negative effect on Sarah’s
career. Moreover, it would also have a negative effect on the professional relationship of
Sarah and Justin, which would affect the work environment of the office.
Question 3:
Justin should have used a more professional method of communication to convey the
message to Sarah. He could have directly spoken with Sarah about the problems and make
her understand professionally. Besides, Justin could have also contacted the concerned
authority and let them know about the problem so that they could have taken appropriate
steps.

2COMMUNICATION
Scenario 2:
Question 1:
Jana might feel Sean is expressing urgency in the matter. As Jana’s job profile
requires her to do regular e-mail conversation with her colleagues, she was expected to send
the report to Sean. The capitalized words in the mail reflects the severity of the urgency and
expresses concern over the matter (Pope-Ruark, 2015). As a professional, Jana is expected to
understand these messages and reply with the utmost urgency without feeling bad about it. It
reflects the tone of professional communication.
Question 2:
The above discussion reflects that Sean’s tone in the e-mail was appropriate to convey
the urgency of the matter to Jana. As both of them are not having any verbal communication
but a conversation over the e-mail, it is appropriate for Sean to express the urgency of the
matter by capitalizing the words (DeFleur & DeFleur, 2016). This message will also help
Jana to understand the urgency of the matter and respond with immediate effectiveness.
Question 3:
As a manager, I would make them understand, that the capitalized format was used to
convey the urgency of the matter not intended to yell at or humiliate the respondent.

3COMMUNICATION
Scenario 3:
Question 1:
The office assistant was appropriate in her reaction to Robert, as the place of
conversation is a medical facility, which demands low noise. The office assistant chose to
speak slower while enunciating her words, so that Robert could understand her words. This is
an appropriate action because if she spoke slower and clearly then Robert could easily
understand her words by interpreting the words. This would help to maintain the decorum of
the medical facility and at the same time let Robert understand the words.
Question 2:
In this conversation between Robert and the assistant, the age of Robert and the
perception of the assistant played a very important role. As Robert is an aged person, it is
quite natural for him to have hearing problems. However, the more important part is that the
assistant had the proper perception of the situation and quickly responded in a proper and
appropriate manner to help Robert understand her words (Cooper et al., 2016).

4COMMUNICATION
References:
Cooper, Z., Koritsanszky, L. A., Cauley, C. E., Frydman, J. L., Bernacki, R. E., Mosenthal,
A. C., & Block, S. D. (2016). Recommendations for best communication practices to
facilitate goal-concordant care for seriously ill older patients with emergency surgical
conditions. Annals of surgery, 263(1), 1-6.
DeFleur, M. L., & DeFleur, M. H. (2016). Mass communication theories: Explaining origins,
processes, and effects. Routledge.
Pope-Ruark, R. (2015). Introducing agile project management strategies in technical and
professional communication courses. Journal of Business and Technical
Communication, 29(1), 112-133.
Schriver, K. (2012). What we know about expertise in professional communication. Past,
present, and future contributions of cognitive writing research to cognitive
psychology, 275-312.