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ASSIGNMENT 1- ESSD 1013-SEMESTER OCT 2017

Case Study Summary

Michael is an intern at a law firm. He is hired for a two-month internship programme which
includes assisting advocates, interacting with their clients and attending court sessions.
However, after a few days, Michaels performance suffered greatly which led to inefficiency
and client dissatisfaction. Upon examining Michaels work habits closely, the manager
realized that he lacked interpersonal skills.

Problems

1. Verbal communication

Michael did not have good verbal communication skills. When interacting with his seniors,
Michael often could not speak out his mind nor put his ideas across to his colleagues and
seniors. His manner of speaking was flat and often lacked professionalism. He did not use
professional language and sometimes ended up being rude to his seniors. This created confusion
and a communication block between him and the others in the workplace.

2.Non-verbal-communication

Michaels non-verbal communication skills lacked miserably. His body language was off-
putting and he often gave off a negative vibe. He would not make eye contact while speaking
with others and often spoke in a somewhat rude tone. His gait was awkward and often sat in the
wrong position, with one leg up the other.

3. Listening skills

Michael was not a good listener. When meeting with clients, he did not take notes properly
while they were talking. This was because he did not pay attention to what the clients had said.
Hence, there were several instances of misunderstanding by Michael, which led to a
communication gap with the client.

4. Negotiation

Michael lacked negotiation skills. When talking with clients, Michael often spoke back without
really understanding the clients situation. He would often show signs of irritation and point out
flaws in the client instead of talking over them.

5. Problem-solving

When questioned about various legal solutions as part of his training, Michael often lacked the
ability to solve problems efficiently. He could not come up with efficient solutions nor could
he suggest ideas to the clients and seniors.

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6. Decision-making

Michael suffered from a lack of decision-making skills. Not only was he unable to solve given
problems but he also lacked the ability to make decisions.

7. Assertiveness

Finally, Michaels overall confidence was affected by his lack of assertiveness. He was often
non-responsive when asked or told something. He also refrained from pointing out mistakes or
suggest new ideas.

Solution

In order to improve Michaels interpersonal skills, a few things need to be changed and
followed. His verbal communication skills need to be worked on. For this, Michael needs to
practise talking more often with his colleagues and clients to understand their demands and
needs. He also need to be more professional in his approach and speak with clarity and use
non-aggressive, positive and formal tones. His body language needs to change in order to give
off a warm and assuring vibe to others. He has to sit upright, control his upper body movements
and make eye contact while speaking. Michael also needs to increase his concentration by
listening properly to what people say. This will lead to a better understanding of the people
around him and also better efficiency. There would be better management of handling of the
cases. With better verbal communication and listening skills, Michael can improve his
negotiation skills. This will also lead to understanding flaws in others and discussing them in a
proper manner. With negotiation, problem-solving skills will flow where a better understanding
of the overall situation will add to general efficiency. Assertiveness, especially with clients,
give a positive image of confidence. Michael can learn to be professional, amiable yet firm with
his clients and colleagues.

Conclusion

Thus, in conclusion, interpersonal skills at work directly impact the whole organization. A
strong approach to improve communication between people and break such barriers will go a
long way in assuring the efficiency of the workplace. Cooperation with others and supporting
them is very important. It improves communication and leads to a better understand of the
situation and the emotional disposition of people

SOURCES:

INTERPERSONAL SKILLS AT THE WORKPLACE

http://communicationtheory.org/interpersonal-communication-skills-in-workplace/

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Assignment Guidelines

You are required :

1) To go through the case thoroughly among your team member. Divide yourself into a group 4 .Assign
1 team member to prepare case overview in power point or graphics.

2) Choose any two aspects of the problem stated in the case study and prepare a role play involving all
members of the group. The role play must portray the problems chosen and ending with a solution to
resolve and improve the interpersonal incompetency skills of the employee as stated in the case.

3) To brain storm and assign a team member to be the director of the role play presentation.

4) Role play presentation is scheduled to take place on:

SECTION PRESENTION AND REPORT SUBMISSION


DATE

SECTION 2 THURSDAY 23/11 & 30/11

SECTION 3 MONDAY- 20/11& 27/11

All team member must take part in the role play.

5) Duration for each presentation is 30 minutes .Rubric for this presentation will be uploaded soon.

6) To prepare a presentation summary must be in the form of 8-10 power point and report ( 4 pages
stating the followings)

a) Case overview
b) Your team views about the case
c) State and discuss the chosen problems that were highlighted in the role play.
d) Write a one page recommendation on the importance of interpersonal skills in resolving
interpersonal competency issues in an organization.
e) All members must also write a half page reflection on the given case and the role play. This
reflection will be accessed individually.

7) You are required to quote all the references that quoted in your presentation and summary.

GOOD LUCK EVERYONE

MDM FAUDZLIFFAH SAYED MOHAMED

SEMESTER OCTOBER 2017

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