Sam worked in a research department for a year as a researcher and he was laid off as the entire

department was closed due to recession. He decided to meet the general manager (GM) for a

possible outplacement as the organization had several other departments to accommodate him.

However, the secretary of the GM, Samar did not permit Sam to meet by saying that GM was busy.

Sam returned without meeting the GM. He got better employment opportunity elsewhere and

joined.

Sam, being a researcher, wrote an article for an international journal while working in the research

department. It was published after 6 months and received complimentary copies from the

publisher. Therefore, Sam wanted to share the successful publication with his former GM and went

to meet him to gift the book as a complimentary copy. Below was the conversation Sam had with

the secretary of the GM.

Sam: I would appreciate if you could arrange an appointment with GM. I want.. (Secretary

quickly interrupted him)

Secretary: Why did you come? We had already handed over your resume to Jim for outplacement.

You may go now.

Sam: I did not come for employment opportunity. Do not assume that people would come here for

employment only. I have come to gift a complimentary copy where my article featured in

international journal. The GM would be glad to share the success.

Secretary: No, No, the GM sees everything and knows everything as every article publication is

known to him.

Sam: It is not departmental journal. It is a prestigious journal globally and I want to inform him

and gift the book.

Secretary: You will not get appointment. The GM is so busy said firmly.

Sam: I anticipated that GM would be busy and I have already written the details of my name over

the complimentary copy.

2

Secretary: Okay, leave it and go. (She said impolitely and started looking here and there) Sam

handed over the complimentary copy to Secretary.

Sam: Fine, please hand over to GM. I am leaving the place. However, I will send an email to GM

about my coming physically to gift the book. (Secretary probably worried as the Sam had already

mentally prepared to send the email and keep the GM informed. If Secretary had any intention to

skip handing over the complimentary copy, GM will know, as Sam would send mail.)

Sam handed over the complimentary copy to Secretary and departed the office. He sent an email

to his ex-GM about his coming and he could not meet, as the latter was busy with his schedules.

After 4 hours, the Secretary telephoned Sam and said firmly, GM told to return the book to you.

You come and take the book back.

Sam replied, It is the complimentary copy meant for the GM only. Secretary insisted to take

back the book immediately. Sam told Secretary to courier and he was about to give his address.

Secretary interrupted Sams conversation and replied, No we dont send you through courier. You

have to come and take. Sam responded politely, Right now, I am far away from that place. When

I come to that area I would take back the book.

The next day, Sam received email from his ex-GM congratulating Sam for the publication and

thanked for coming all the way to gift the book. Sam felt excited that his ex-GM was pleased with

publication.

3

Answer the following questions, by providing a good explanation to each one

1. What were the communication challenges in the above case study?

2. Was the Secretary right in avoiding the Sam who came all the way from long distance to gift

the complimentary copy?

3. Was it right for Secretary in insisting to come and take the complimentary copy back

physically instead of couriering?

4. Was Secretary a good listener?

5. Did Secretary empathize with Sam?

6. What were the other challenges prevented smooth communication between Sam and

Secretary?