Case Study 38: Technology. Global.Dahui Lian, a Shanghai official with whom you have met on several past visits to China, is planning to come to the United States. Through your visits and subsequent e- mail exchanges, you have been successful in building a relationship with Dahui. Because of that relationship, he has asked for information about gratuity customs (tipping) in the United States. Use print and Internet resources to gather information about tipping in restaurants, airports, hotels, and other situations he might encounter. Write a message summarizing this information and e-mail it to him. (5M) Case Study: 6 Suze Orman Preaches Financial Freedom in Simple Language* Personal finance guru Suze Orman has a mission. She wants to change the way people think, act, and talk about money. One of the most widely read financial authorities of our time, she has written seven best-selling financial guidance books. But she is probably best known for her television programs including specials for PBS, the syndicated Financial Freedom Hour on QVC network, and an advice show on CNBC. She is also a columnist for Oprah Winfrey’s magazine, and for Yahoo’s personal finance site. Orman’s advice is largely for people who are drowning in debt. ‘Sweetheart,’ she says to a caller, ‘burn those credit cards!” She delivers her gospel of financial freedom with an animated conviction and high-energy style that have become her hallmark. In her books and magazine articles, she speaks with the same assurance. ‘Having talked to literally tens of thousands of people, I can say that what is good for America … is not having credit card debt, not leasing a car, and not having mortgage debt. This is not good for a human being. It’s just not!” Orman knows what it is like to be in debt. After graduating with a degree in sociology, she worked for seven years as a waitress at the Buttercup Bakery in Berkeley, California. With a $50,000 loan from her customers, she intended to finance her own restaurant. Because of bad advice from an investment firm, she lost her $50,000 within four months. However, “she made it all up and then some after the firm hired her as its only female broker.’ As a broker, she developed her financial planning skills and built a reputation for honesty and ethical advice. Her books and articles combine emotional and spiritual observations about money and how to avoid the financial problems that caused pain for her family as she was growing up. The Money Book for the Young, Fabulous, & Broke directs financial advice at young people early in their working lives. She admits that her message is not new. “It’s not the material that I know, but how I communicate the material I know that sets me apart.’ Orman’s advice is practical and cuts through much confusing, contradictory financial information. One of her greatest strengths is breaking complex ideas into easy to-understand segments. Like many great communicators, she knows her audience, shapes her message accordingly, and uses simple language. *source: Guffey, M. E., & Loewy, D. (2008). Business communication: Process and product. Cengage Learning. Answer the following questions: (5M) 1. Whether one is writing a book, making a speech, or composing a business letter, why is it important to anticipate the audience for the message?(2M) 2. What does writing an effective financial help book have in common with writing an effective business message?(2M) 3. Why is it important to follow a writing process?(1M) Case Study 1: The section head of customer relations office at XYZ Company has decided to send inspirational quotes to his employees repeatedly throughout the day to keep them motivated. He was inspired by a workshop he had attended earlier on the same theme. To maintain good customer relations, the employees are expected to promptly respond to customers’ queries and address their complaints through emails, phones, and social media feeds. This could be very stressful, given that currently the number of complaints has exponentially increased due to Covid19 situation and the closure and restrictions imposed by the government. Muna, having a great record in meeting deadlines, has also been greatly affected by this situation because even she is not able to keep up with increase in inquiries and complaints made by the customers. The inbox is constantly full, the phone keeps ringing and social media notifications keep on popping. Muna, along with her colleagues and after consulting the section head, has decided earlier to follow a more organized and strategic approach in finishing her work. Each hour, they will respond to the 5 earliest emails, 5 phone calls and 10 social media feeds. The employees were relieved by this decision because they usually receive only customers’ emails in their inboxes and no filtration is required. However, the manager’s new approach to motivate the employees has led them to be more stressed than relieved. They started receiving countless inspirational emails from him throughout the day that they had to filter through their inbox to find customers emails; this affected their working pace. Added to that, the company could not pay its internet bills as frequently leading to slow connection with nonstop customers’ complaints for delayed responses. Muna could not bear this anymore and she blow at the weekly staff meeting threating to resign unless the situation is alleviated. Answer the following questions: (5M) 1. What led to communication failure in this case? Explain in detail. (1M) 2. How could the section head have achieved his goal without disrupting the employees? Give examples. (2M) 3. Are Muna and the section head emotionally intelligent people? Explain your answer. (2M) Purchase answer to see full attachment Tags: Business Communication United States Gratuity Customs food servers and offer table service significant role in employees wages have a meal at an exotic restaurant User generated content is uploaded by users for the purposes of learning and should be used following our company’shonor code & terms of service.