Case Study – Interpersonal Communication

By Support

Case Study – Interpersonal Communication

Alignment with Unit and Course

  • Unit Learning Outcomes
  • Unit Learning Outcomes Assessed
  • ULO2: Apply clear, evidenced-based, coherent and independent exposition of knowledge and ideas in written communication.
  • ULO3: Demonstrate understanding of the writing process in the production of various types of academic and business communications.

Assessment Description

This is a progressive assessment. Students are required to work through four stages.

Stage 1: Research – Students will conduct their research for at least two articles from EBSCO database for this assessment. Students will be required to save the articles to a USB or email to save them. The articles will be used in coming weeks to help write this assessment.

Students will be required to write a 300 word summary (150 words for each article) explaining the main point of the articles. Students are required to submit the summary on Moodle by the A2 Research submission link by Week 5 Sunday 26th April 2020 at 5pm (AEST) (4 marks)

Stage 2: Writing First Draft – Students will work on creating a first draft of this assessment and submitting in Week 6. Students will be required to submit a draft on Moodle by the A2 First Draft link by Week 6 Sunday 3rd May 2020 at 5pm (AEST) (4 marks)

Stage 3: Second Draft with Referencing – Students will use the feedback from their first draft, and make changes to the draft and add in-text citations and a reference list using the articles and other sources, using Harvard Style Referencing. Students are required to submit the Second Draft on Moodle by the A2 Second Draft link by Week 7 Sunday 10th May 2020 at 5pm (AEST). (4 marks)

Stage 4: Final Submission – Students are required to submit the final version of a 1000 word case study report in Moodle/Turnitin at the end of Week 8, Sunday 17th May 2020 at 5pm (AEST). (8 marks)

Content and Structure

Interpersonal skills in the workplace are very important. Students will use the below scenario which asks students to produce a case study report discussing why the role of active listening and giving feedback are so important in an organisation.


You work for a small-medium sized organisation. You meet with lots of customers each day. You have been meeting with many very angry customers because they have not been receiving their products on time or they have been receiving them damaged. You have just finished dealing with a very angry customer who has really annoyed you. Your supervisor walks in. You are feeling guilty because you snapped back at the customer a couple of times, but you are afraid to say anything to your supervisor because you do not want to get into trouble. At the same time, you want to express your annoyance and give your supervisor feedback about the many customers coming in very upset.

You are to demonstrate that you have been actively listening to the customers’ complaints and are able to give your supervisor feedback of the issues.


Answer the following questions:

  • Describe the listening process and explain how active listening has value in professional situations.
  • List at least three benefits of effective listening in business.
  • Identify five ways to become a more effective listener.
  • Discuss barriers to listening in a diverse workplace?
  • Explain how constructive feedback is provided to foster an open organisational culture.
  • Using the above scenario, explain how you would approach your supervisor to outline the customer complaints, using your active listening and effective feedback skills.


  • 1000 words
  • Title page including: Assessment title/number, Student Name/ID, Lecturer Name, Group number, Word Count
  • Header/Footer details including: Student ID, Assessment title/number, page number
  • 2.5 cm margins
  • 1.5 line spacing
  • Calibri or Arial font
  • 11-12 size font
  • At least 2 credible sources
  • Use Harvard referencing including in-text citations and reference list.

Case Study – Interpersonal Communication