‫المملكة العربية السعودية‬
‫وزارة التعليم‬
‫الجامعة السعودية اإللكترونية‬
Kingdom of Saudi Arabia
Ministry of Education
Saudi Electronic University
College of Administrative and Financial Sciences
Assignment 2
Communications Management (MGT 421)
Due Date: 30/3/2024 @ 23:59
Course Name: Communication Management
Student’s Name: Sarah Almashouq
Course Code: MGT421
Student’s ID Number: S190110361
Semester: 2nd Semester
CRN:24041
Academic Year: 2023-24-2nd
For Instructor’s Use only
Instructor’s Name:
Students’ Grade: /10
Level of Marks: High/Middle/Low
General Instructions – PLEASE READ THEM CAREFULLY
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The Assignment must be submitted on Blackboard (WORD format only) via allocated
folder.
Assignments submitted through email will not be accepted.
Students are advised to make their work clear and well presented, marks may be reduced
for poor presentation. This includes filling your information on the cover page.
Students must mention question number clearly in their answer.
Late submission will NOT be accepted.
Avoid plagiarism, the work should be in your own words, copying from students or other
resources without proper referencing will result in ZERO marks. No exceptions.
Use APA reference style.
All answered must be typed using Times New Roman (size 12, double-spaced) font. No
pictures containing text will be accepted and will be considered plagiarism).
Submissions without this cover page will NOT be accepted.
Learning Outcomes:
2.1: Perform all communication abilities, including thinking, writing, speaking, listening, and
assessing the technology.
3.1: Analyze effective business letters, memorandums, and case studies.
Assignment Structure:
Assignment-2
Type
Part-1
Part-2
Total
Marks
5
5
10
Part -I (5 Marks)
Think of an important email or other electronic communication which you have sent, and
the other person misunderstood your emotions and/or intent. On that experience, answer
the following questions.
1) How did the other person respond? (1Mark)
2) Did you think the response was fair? (1Mark)
3) Why did this person misunderstand? (1Mark)
4) Did the lack of richness of the communication channel have an impact? (1Mark)
5)How could you have written or approached your message differently to avoid
misunderstandings? (1 Mark)
Part -II (5 Marks)
1. Suppose you bought a new printer from ABC Ltd Company. The printer is not
functioning properly. Write a claim letter to a company asking them to compensate you
for the defective printer. (2.5 Marks)
2. Now, assuming you are the claims supervisor in ABC Ltd company, what
communication channel would you choose and why? (2.5 Marks).
Note: Assignment word limit is minimum 500 words.
1. The other person responded defensively, questioning why I seemed upset in the email.
Despite my efforts to convey a neutral tone, the recipient interpreted my message as
confrontational or irritated. This defensive response suggests a misunderstanding of my
intentions, as I didn’t intend to express frustration but rather to convey important
information or feedback. The lack of face-to-face interaction or vocal cues likely
contributed to this misinterpretation.
2. No, I didn’t think the response was entirely fair. While I empathized with their
confusion, I felt they could have asked for clarification instead of assuming my emotions.
This assumption led to a defensive reaction rather than an open dialogue to address any
concerns or misunderstandings. A fair response would have involved seeking
clarification or expressing their own perspective before jumping to conclusions.
3. This person misunderstood because written communication lacks tone and non-verbal
cues. Without the ability to hear the tone of my voice or see my facial expressions, it was
challenging for them to discern the intended tone of my message. As a result, they may
have projected their own assumptions or emotions onto my words, leading to a
misinterpretation of my intent.
4. Yes, the lack of richness in the communication channel definitely had an impact.
Written communication, such as emails or text messages, often lacks the nuances of faceto-face interaction. Without vocal inflections or facial expressions, it’s easy for emotions
and intent to be misinterpreted. This limitation highlights the importance of choosing the
appropriate communication channel based on the complexity and sensitivity of the
message being conveyed.
5. To avoid misunderstandings in the future, I could have approached my message
differently by using clearer language and explicitly stating my emotions and intent.
Providing context or framing the message in a more neutral tone could have prevented
misinterpretation. Additionally, following up with a phone call or in-person conversation
would have allowed for real-time clarification and ensured that my message was
understood correctly. This approach would have fostered better communication and
reduced the likelihood of misunderstandings.
Part -II
1. letter
Dear Sir/Madam,
I am writing to express my dissatisfaction with a recent purchase I made from your
company. On 22/3/2024 , I bought a Havvannah printer from your store, expecting it to
function efficiently. However, upon setting it up, I encountered numerous issues.
The printer constantly jams paper, resulting in wasted time and resources. Despite
following the troubleshooting steps outlined in the manual, the problem persists. This has
severely hindered my productivity and caused frustration.
As a loyal customer of ABC Ltd Company, I am disappointed by the subpar quality of
the printer. Therefore, I kindly request compensation for the defective product. I believe
it is only fair to either receive a replacement printer or a refund for my purchase.
I hope to resolve this matter promptly and amicably. Please contact me at your earliest
convenience to discuss further steps.
Thank you for your attention to this matter.
Sincerely,
Sarah Almashouq
2. As the claims supervisor in ABC Ltd Company, I would choose a direct
communication channel such as email or phone. These channels allow for prompt and
personalized responses, enabling efficient resolution of the customer’s issue.
Additionally, they provide an opportunity for clarification and empathy, which are crucial
in handling customer complaints effectively. Moreover, using these channels allows for
documentation of the communication process, aiding in tracking and managing claims
efficiently.

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