Read the short case and answer the questions given below (12) Mr. Ahsen worked as a Front Desk Officer at ABC Hotel, Rawalpindi. On daily basis he performs all check-in and checkout tasks, welcome guests upon their arrival and assign rooms, manages online and phone reservations, coordinates with the housekeeping staff to ensure all rooms are clean, tidy and fully furnished to accommodate guests' needs and organizes tours, transport and other activities for the guests while they are staying at the hotel. Today Mr. Ahsen has come to work with a severe headache. He knows that he should have stayed at home but he has used up all of his sick leaves. He was hoping that today would be a quiet day because he was not in the mood to deal with too many queries. As he was resting his head on the front desk while sitting down, Ms. Noor, a guest at the hotel came to his desk. She had heard all about the famous Art and Craft Exhibition at Islamabad and wanted to know how to get there. After breakfast, she went up to the front desk and asked Mr. Ahsen for his assistance. Mr. Ahsen was not very attentive to Ms. Noor's request for assistance. His head was pounding away and he wished she would go away. His face showed his annoyance as he gave her a brochure on Art and Craft Exhibition and a map of Islamabad, without uttering a single word. When Ms. Noor asked him about conveyance, he pointed to Metro Bus schedule. Ms. Noor was very annoyed by Mr. Ahsen's lack of assistance and told him so, as she moved behind the desk to confront him. During Ms. Noor's outburst, Mr. Ahsen picked up ringing telephone and turned his back on her, blocking her entry by placing his chair in front of her. Ms. Noor could not believe Mr. Ahsen's attitude and told him that she would take this matter up further with management.

a) Identify Mr. Ahsen's non-verbal communication (tone of voice, gestures, eye contact, and use of personal space).

b) What parts of the case give examples of poor communication? How?

c) Suggest ways in which this situation can be rectified.