Case Study

Mr. Alan Au is the Deputy President of KFC Malaysia. He is a responsible person. This is because when KFC Malaysia happens an issue in which a KFC i-city worker fight with a customer, he did not run from this incident but representative KFC Malaysia to apologize to the public and the customer. Since this happened to KFC, many people have expressed their dissatisfaction with KFC's handling of this matter by posting comments on the KFC Facebook fan page. He did not angry with the people who pouring bad comments but thank them for the advice they gave to KFC. From here, we can see he is how kind and polite person. He admitted that this issue will happen is because of their failure in leadership management. Mr. Alan Au decided to dismiss the employees involved in this incident and taking steps in response to this incident with his team members.

Question 1: Based on the case study above, decision making in leadership communication contexts (how the leader make decision and solve the problem above? (50 marks).