Ivey Publishing

Business Communication Essentials

Bovee, C. L., Thill, J. V., Schatzman, B. E., Scribner, J. A.,1C/e (Canada, Pearson Education, 2005)
Prepared By Michael Sider, Professor
Chapter and Title Chapter Matches: Case Information
Chapter 1-2:

CANADA POST: COMMUNICATING THE GLOBAL OFFER
Chitra P. Reddin

Product Number: 9A98C021
Publication Date: 2/15/1999
Revision Date: 1/25/2010
Length: 17 pages

The management of a national postal service has to contend with numerous challenges: communicating with multiple stakeholders with conflicting priorities; transforming a bureaucratic Crown corporation with an entitlement culture into a customer-driven, fast-changing profitable business; and changing entrenched, adversarial union views to improve labor relations and win urgently needed concessions. Their aim is to avert a strike and win acceptance of its global offer by its largest union, the 40,000 plus member union.

Industry: Transportation and Warehousing
Issues: Corporate Culture; Corporate Strategy; Collective Bargaining; Communications
Difficulty: 4 - Undergraduate/MBA



CAPITAL INSTRUMENTS INC. (A)
Alexandra Hurst, Ken Mark

Product Number: 9B02C043
Publication Date: 10/29/2002
Revision Date: 11/9/2009
Length: 4 pages

When a former employee learned that her former supervisor, a senior manager, was being considered for a promotion to chief executive officer, she contacted the chair of the company with allegations of sexual harassment by the senior manager. The vice-president of human resources interviewed the complainant who described her former supervisor's constant social invitations and repeated conversations of a sexual nature. The vice-president of human resources is shocked by what she hears, and must decide how to respond. The supplement Capital Instruments Inc. (B), product 9B02C044 discusses the senior manager's response to the allegations.

Industry: Other Services
Issues: Sexual Harassment; Human Resources Management; Employee Relations
Difficulty: 4 - Undergraduate/MBA



CAPITAL INSTRUMENTS INC. (B)
Alexandra Hurst, Ken Mark

Product Number: 9B02C044
Publication Date: 10/29/2002
Revision Date: 11/9/2009
Length: 2 pages

When a former employee learned that her former supervisor, a senior manager, was being considered for a promotion to chief executive officer, she contacts the chair of the company with allegations of sexual harassment by the senior manager. After interviewing the complainant, the vice-president of human resources interviews the senior manager. He was very upset and denied knowledge of any activity or conversation that might have sparked the former employee's claims. With information form both parties, the vice-president of human resources must decide how to proceed. This is a supplement to Capital Instruments Inc. (A), product 9B02C043.

Industry: Other Services
Issues: Sexual Harassment; Human Resources Management; Employee Relations
Difficulty: 4 - Undergraduate/MBA



CHERIE COSMETICS LIMITED: ELEGANTE DIVISION
Kathleen E. Slaughter

Product Number: 9A85L001
Publication Date: 1/1/1985
Revision Date: 6/13/2017
Length: 6 pages

The general manager of a division of an international cosmetic company must decide hoe to deal with a lack of response to a memo. The general manager wrote to the vice-president of operations to elicit some response from Operations that would lead to better communication between marketing and operations. It is now only three days until the next meeting between operations and marketing and the vice-president has made no response to the general manager's memo.

Teaching Note: 8A85L01 (3 pages)
Industry: Manufacturing
Issues: Communications; Interdepartmental Relations
Difficulty: 4 - Undergraduate/MBA



COMMUNICATIONS CHALLENGES AT UWO
Michael Sider, Jenni Denniston

Product Number: 9B04C028
Publication Date: 9/20/2004
Revision Date: 10/9/2009
Length: 10 pages

The director of communications at a large university has reviewed results of a communication survey completed by employees. He is pleased that the overall results were favourable, but is concerned with comments in a recent employee newsletter that provided negative feedback of the survey. It is the director's responsibility to take the results of the research and develop a formal communications plan, but as he compares the study findings to the article is confused as to how he should tackle the problem.

Teaching Note: 8B04C28 (3 pages)
Industry: Educational Services
Issues: Human Resources Management; Human Behaviour; Communications
Difficulty: 4 - Undergraduate/MBA



DOW CANADA (A)
Margot Northey, Barbara Pierce

Product Number: 9A93L001
Publication Date: 7/16/1993
Revision Date: 3/8/2010
Length: 6 pages

The communications manager for a division of a large chemical manufacturer has been asked to consider the future feasibility of two adjacent plants. She had been informed that a decision had already been made to immediately close two of their current chemical plants. If all four plants closed, nearly one-third of the division's workers (over 400 employees) would be affected. In addition, the activities at the company had a significant economic and social impact on the local community. She must face the task of preparing an initial announcement of the closures and feasibility study plus a draft communications plan to manage the immediate repercussions and ongoing communications.

Industry: Manufacturing
Issues: Organizational Change; Communications; Employee Termination; Public Relations
Difficulty: 4 - Undergraduate/MBA



DOW CANADA (B)
Margot Northey, Barbara Pierce

Product Number: 9A93L002
Publication Date: 7/15/1993
Revision Date: 3/8/2010
Length: 15 pages

The communications manager for a division of a large chemical manufacturer must determine how best to communicate bad news to employees and at the same time assure employees that a final decision about closing the plants had been predetermined. The manager had been informed that the parent company in the U.S. was going to announce a one-time write-off of $370 million against the company's 1991 earnings. Included in the write off would be the cost of closing four of its plants. Employees at this division had been advised that although it was likely certain plants would be shut down by the mid-1990s, management had made no final decision as to the timing. If employees thought that the decision about when to stop production had been a foregone conclusion, the credibility of management's open communications policy could be seriously damaged.

Industry: Manufacturing
Issues: Employee Termination; Public Relations; Organizational Change; Communications
Difficulty: 4 - Undergraduate/MBA



OSHAWA UNIFORMS
Christina A. Cavanagh, Ken Mark

Product Number: 9B01C038
Publication Date: 3/28/2002
Revision Date: 12/17/2009
Length: 4 pages

Oshawa Uniforms is a uniform rental service provider. The sales manager has been pursuing a contract with an auto parts plant to supply uniforms. Initial meetings went very well, and the contract looked promising. The sales manager learns that the company president has asked employees to vote on three options concerning the uniforms and that the results was an equal split. He asks for a meeting to persuade the employees to adopt a single program, but his request is denied. Facing the prospect of missing a crucial sales quota, the sales manager wonders what he can do to salvage the deal.

Teaching Note: 8B01C38 (4 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Negotiation; Human Resources Management
Difficulty: 4 - Undergraduate/MBA


Chapter 10-11:

VIVIAN PETERS' PROPOSAL
Michael Sider

Product Number: 9B03C042
Publication Date: 11/5/2003
Revision Date: 10/17/2009
Length: 6 pages

The coordinator of the First Nations Services at a large university wants to find funding for a diploma or certificate program in Native Public Administration. Despite what she believes to be a strong argument of need for the program, she has been unsuccessful in past attempts to find money for it. Now the government's seven-year dedicated funding period for programs and other initiative in native education is about to expire, and she is eager to obtain a grant for the program before the deadline. The entire proposal writing process is examined.

Teaching Note: 8B03C42 (5 pages)
Industry: Educational Services
Issues: Report Writing; Communications
Difficulty: 4 - Undergraduate/MBA



AOL TIME WARNER (A)
Michael Sider

Product Number: 9B04C002
Publication Date: 1/16/2004
Revision Date: 10/6/2009
Length: 4 pages

As one of the terms of its merger in Canada, a large U.S.-based multimedia corporation is required to support the arts in Canada through a $221 million fund. The first university to approach the company is encouraged by its initial meetings with the company's representatives. The director of faculty fundraising must prepare a proposal that conveys the university's understanding of the company's business interests, recognizes the diverse needs of the proposal's audience, aligns the company's interests with the university needs, all in a clear, well-researched, well-written document. The supplement, AOL Time Warner (B), product 9B04C003, reports on the company's response to the proposal and the follow-up work required to secure the funding partnership.

Teaching Note: 8B04C02 (14 pages)
Industry: Arts, Entertainment, Sports and Recreation
Issues: Communications; Proposal Writing; Non-Profit Organization; Funding
Difficulty: 4 - Undergraduate/MBA



AOL TIME WARNER (B)
Michael Sider

Product Number: 9B04C003
Publication Date: 1/16/2004
Revision Date: 10/6/2009
Length: 1 pages

As one of the terms of its merger in Canada, a large U.S.-based multimedia corporation is required to support the arts in Canada through a $221 million fund. The first university to approach the company receives gifts-in-kind and $15 million in scholarship funds. The director of faculty funding must now draft a donor agreement letter to summarize the company's commitment and to convey the university's gratitude. This is a supplement to AOL Time Warner (A), product 9B04C002.

Teaching Note: 8B04C03 (5 pages)
Industry: Arts, Entertainment, Sports and Recreation
Issues: Proposal Writing; Non-Profit Organization; Funding; Communications
Difficulty: 4 - Undergraduate/MBA


Chapter 13-14:

HIRING AT PROCTER & GAMBLE CANADA
Margot Northey, Barbara Pierce

Product Number: 9A94L001
Publication Date: 9/8/1995
Revision Date: 2/25/2010
Length: 23 pages

The recruiter of a large multinational firm must review three applications forms to recommend which, if any, are appropriate candidates for personal interviews. This firm places high priority on recruitment.

Industry: Manufacturing
Issues: Career Planning; Recruiting; Employee Selection
Difficulty: 4 - Undergraduate/MBA



JOHN STRONG; COMMUNICATING THROUGH CAREER TRANSITIONS
Michael Sider

Product Number: 9B03C031
Publication Date: 9/25/2003
Revision Date: 10/17/2009
Length: 15 pages

John Strong, writing program administrator at a major Canadian university, has to decide whether he should accept an offer to interview for a new job as a business communications professor at one of the world's best schools of business administration. Although he had dabbled in the teaching of business communications while developing and running the university's writing program, he's not sure he has the experience even to interview for the position, let alone win the job and pursue it successfully. John knows almost nothing about the job requirements of the position and has little background knowledge of what being a business professor entails. He is interested in the interview, but not sure how to discover what he needs to know about the job in order to interview well. He's also not sure how to prepare for the interview - how to sell the experience he has in this new context.

Teaching Note: 8B03C31 (4 pages)
Industry: Educational Services
Issues: Career Development; Communications
Difficulty: 4 - Undergraduate/MBA