BUSINESS COMMUNICATION

PART A Q1. What is communication? List the various types of communication. Describe a communication model with examples.

Ans. Communication has been derived from the Latin word "communis", which means to share that requires a sender, a message, and an intended recipient, although the receiver need not be present or aware of the sender's intent to communicate at the time of communication. Thus communication can occur across vast distances in time and space, and requires that the communicating parties share an area of communicative commonality. There are various types of communication, namely verbal and nonverbal means of communication which exists such as body language, eye contact, sign language, paralanguage, haptic communication, chronemics, and media such as pictures, graphics, sound, and writing. Wherein, nonverbal communication describes the process of conveying meaning in the form of non-word messages, by which majority of communication is non verbal, also known as body language, including chronemics, haptics, gesture, body language or posture; facial expression and eye contact, object communication such as clothing, hairstyles, architecture, symbols infographics, and tone of voice as well as. While oral communication, while primarily referring to spoken verbal communication, can also employ visual aids and non-verbal elements to support the conveyance of meaning, including speeches, presentations, discussions, and aspects of interpersonal communication.

Shannon and Weaver Model of Communication The first major model for communication came in 1949 by Claude Shannon and Warren Weaver which was designed to mirror the functioning of radio and telephone technologies, and often referred to as the transmission model or standard view of communication, information or content (e.g. a message in natural language) is sent in some form (as spoken language) from an emisor/ sender/ encoder to a destination/ receiver/ decoder.

Claude Shannon and Warren Weaver structured this model based on the following elements: 1. 2. 3. 4. 5. An information source, which produces a message. A transmitter, which encodes the message into signals A channel, to which signals are adapted for transmission A receiver, which 'decodes' (reconstructs) the message from the signal. A destination, where the message arrives.

This common conception of communication simply views communication as a means of sending and receiving information, and its strengths are simplicity, generality, and quantifiability. Q2. Describe the stage in the negotiation process and detail the barriers to a successful negotiation.

Ans. Negotiation is a dialogue between two or more people or parties, intended to reach an understanding, resolve point of difference, or gain advantage in outcome of dialogue, to produce an agreement upon courses of action, to bargain for individual or collective advantage, to craft outcomes to satisfy various interests of two people/parties involved in negotiation process. Moreover, it is a process which occurs in business, non-profit organizations, government branches, legal proceedings, among nations and in personal situations such as marriage, divorce, parenting, and everyday life, where each party involved in negotiating tries to gain an advantage by the end of the process, yet intending to aim at compromise. Usually the negotiation process has four stages/phases: 1. Pre-Negotiation During this stage, if possible, obtain as much information about these people and their company or organization, where intelligence gathering is crucial in obtaining a picture of the other side, so one can assess their needs, motivations, and goals with respect to our own. 2. Conceptualization Develop the foundation of the agreement by framing the issues, without becoming bogged down in the minuscule details, by which the building blocks need to be put together to understand the basic concept of the agreement being sought by attempting to formulate principles upon which both parties can agree, such as who will provide financing or the licensing aspects, for example. 3. Settling the Details This stage sees the completion of the agreement by discussing the details as they relate to production, scheduling, handling delays, task responsibility and authority, as well as the problems of implementing the partnership realistically, so that it is both, viable and workable.

4. Follow-up Any aspect of any contract may need to be followed-up or re-negotiated, or the details altered to counter a broad variety of changing circumstances. Given that, there are barriers to negotiations which must also be taken into consideration: Q3. Die hard bargainers. Lack of trust. Informational vacuums and negotiator's dilemma. Structural impediments. Spoilers. Cultural and gender differences. Communication problems. What is listening? What are the barriers to effective listening and what efforts need to put in by both the speaker and the listener to improve their listening ability?

Ans. Listening is a communication technique that requires the listener to feed back what he hears to the speaker, by way of re-stating or paraphrasing what he has heard in his own words, to confirm what he has heard and moreover, to confirm the understanding of both parties, and the ability to listen actively demonstrates sincerity, and that nothing is being assumed or taken for granted. Listening effectively is difficult because people vary in their communication skills and in how clearly they express themselves, and often has different needs, wants and purposes for interacting, and the different types of interaction or levels of communication also becomes a barrier and adds to the difficulty. There are barriers to effective listening which are also the types of listening, namely: 1. 2. 3. 4. Clichs. Facts. Thoughts and beliefs. Feelings and emotions.

There is a real distinction between merely hearing the words and really listening for the message, and when listening effectively, one understands what the person is thinking and/or feeling from the other persons own perspective. Thus, in order to listen effectively, one must be actively involved in the communication process and not just listening passively. There are a few listening tips and efforts which can be done by both the speaker and the listener to improve their listening ability, and usually it is important to paraphrase and use own words in verbalizing the understanding of the message. Depending on the purpose of the interaction and the understanding of what is relevant, one could reflect back the other persons:

o o o o o

Account of the facts. Thoughts and beliefs. Feelings and emotions. Wants, needs or motivation. Hopes and expectations.

Do not respond to just the meaning of the words, look for the feelings or intent beyond the words because the dictionary or surface meaning of the words or code used by the sender is not the message. Inhibit the impulse to immediately answer questions, where the code may be in the form of a question, by which sometimes people ask questions when they really want to express themselves and are not open to hearing an answer. Describe in detail the requirements for an effective meeting.

Q4.

Ans. The detailed requirements for an effective meeting are the following: 1. Avoid a meeting if the same information could be covered in a memo, e-mail or brief report because one of the keys to having more effective meetings is differentiating between the need for one-way information dissemination and two-way information sharing. 2. Set Objectives for the Meeting One benefit of setting objectives for the meeting is to help plan the meeting, and the more concrete in meeting objectives, the more focused the agenda will be. Thus, setting meeting objectives allows one to continuously improve the effective meeting process. 3. Provide an Agenda Beforehand Provide all participants with an agenda before the meeting starts which needs to include a brief description of the meeting objectives, a list of the topics to be covered and a list stating who will address each topic and for how long. Thus, when sending the agenda, it should include the time, date and location of the meeting and any background information participants will need to know to hold an informed discussion on the meeting topic. 4. Assign Meeting Preparation Give all participants something to prepare for the meeting, and that meeting will take on a new significance to each group member. As for problem-solving meetings, have the group read the background information necessary to get down to business in the meeting. While for less formal meetings or brainstorming sessions, ask a trivia question related to the meeting topic and give the correct answer in the first few minutes of the meeting. These are sure-fire ways to warm up the group and direct participants' attention to the meeting objectives.

5. Assign Action Items Do not finish any discussion in the meeting without deciding how to act on it, and listen for key comments that flag potential action items, and addressing these statements with the suggestion of making an action item to examine the issue outside of the current meeting. 6. Examine the Meeting Process Assign the last few minutes of every meeting as time to review what worked well in the meeting, and what can be done to improve the next meeting, and every participant should briefly provide a point-form answer to these questions. Q5. What are the requirements of a well-conducted presentation? List out the work that needs to be done by the presenter and the participants to make the presentation successful.

Ans. A presentation consists of four basic elements: the presenter, the audience, the message and the tools. The central purpose and requirements of any presentation, written, oral or visual, is communication, and in order to communicate effectively, the presenter must state the facts in a simple, concise and interesting manner. The key steps that need to be done by the presenter and the participants to make the presentation successful are: 1. KNOW THE SUBJECT MATTER The presenter should research every nuance of the subject, read reports and look up information about the subject with the specific purpose of writing a presentation script, and the ability to present a subject with confidence directly affects the audience's impressions and will help keep their attention. 2. KNOW THE AUDIENCE A small amount of research into the makeup of the audience will reap large benefits on presentation day. 3. KNOW ONESELF Knowing a few of the limits of oneself (the presenter), however, might avert disaster, or the least embarrassment. 4. DEVELOP A THEME All presentations, regardless of their complexity, are designed with a single purpose, whether that purpose is to sell, educate, or for pure entertainment. 5. PREPARE THE SCRIPT

For some, simple notes on 3 x 5 file cards are sufficient, while for other presenters and presentations require a carefully composed, professionally developed script. 6. SELECT THE PROPER VISUAL AIDS A five minute presentation to a three person audience is probably best made with hand-out material alone, or even simple flip charts. Larger audiences might be effectively reached by using a few simple overhead transparencies. 7. REHEARSE The final script and outline permits the presenter to rehearse the presentation even before the visuals are completed to ensure that when the final images are prepared and ready, the presenter will be as well. 8. PRESENTATION DAY On the day of the presentation, the presenter should arrive and set up early, and must have extra copies of the hand-out material close at hand, have the visuals, well-rehearsed, the room is set up, and speak clearly and with authority. And with a little humour if tastefully added can help break the tension of the moment, and make certain that the audience questions have been addressed, and of course, thank everyone for attending.

PART B Q1. What is a group discussion? Describe, with examples the various types of group discussions that take place and also describe the skills that are evaluated during these group discussions?

Ans. Group Discussions occur in many different formats, from very informal ones between friends to highly structured and challenging discussions included as part of a selection process, and in both cases, there are a number of specific skills that help individuals develop to become better able to contribute effectively to group discussions. Thus, as a professional in the working world, there will be times when one will be required to participate in group discussions, for employees, their career and status within their field can improve if one learns some guidelines and tactics that refine their group discussion skills. Group discussions can take a variety of formats and are useful for all types of individuals, which can be done in preparation for job interviews or as extended speaking practice simply to increase fluency. Thus, it is important to consider the different sub-skills that are involved in participating in a group discussion and ensure that the activities are done that address each of these. Additionally, structuring and varying the way that feedback is given will help the individual to identify areas for improvement. Group discussion can be classified into three various types or categories. Structured and Unstructured Group Discussion:

Structured Group Discussion is a style where topic is thrown to the candidates by the selectors. While on the contrary, an unstructured Group Discussion, is rarely being used today, and candidates themselves have to decide the topic with mutual consent. Chairman type of Group Discussion: Normally a Group Discussion is of egalitarian nature, where candidates are being treated equally, and the idea is to find a natural leader in the group, but in the chairman type of Group Discussion, a candidate is nominated as the chairperson of the group, who can also be elected by the members of the group. Role Play: In this type of Group Discussion, candidates are given a problematic situation, where each candidate in the group is then assigned a specific role or character to play, by which they need to solve the problem. Q2. What are the various approaches to reading? Describe the essentials of effective reading?

Ans. A familiarity with effective and ineffective reading strategies can help the mentor look for effective reading behaviours in learners, encourage wider use of these strategies. While an effective reader is one who can select the correct strategy for the purpose and text.

Studies have shown that the essentials of most effective reading, is in: Discovering the distinctive features in letters, words and meaning Trying to identify meaning rather than letters or words Using their knowledge of the world Eliminating unlikely alternatives through inference and prediction Having a clearly defined purpose Locating topic sentences Distinguishing main points from subordinate ones, and fact from opinion Being aware of cohesion and reference Being aware of explicit and implied relationships between sentences and paragraphs Being aware of the importance of argument, tone and function Being able to work out the meaning of unfamiliar vocabulary from context Having confidence in ones own ability and taking chances

For one to be able to read effectively, the following are ten most important skills which should be taken into consideration: Recognizing the script of a language. Deducing the meaning of unfamiliar lexical items. Understanding explicitly stated information. Understanding conceptual meaning. Understanding the communicative values of sentences and utterances. Understanding relations within the sentence. Understanding relations between sentences through grammatical and lexical cohesive devices. Interpreting text by going outside it. Identifying main points in a discourse. Extracting salient points to summarise. Basic reference skills (contents, index, abbreviations, ordering). Skimming. Scanning. Transcoding written information to tabular or diagram form and vice versa.

To ensure effectiveness, there are three phases in a reading lesson which can be followed: PRE-READING to introduce and stimulate interest in the topic to motivate students by providing a reason for reading to provide language preparation for the text WHILE-READING to clarify content and vocabulary of the text to help students understand the writer's purpose to help students understand the structure of the text POST-READING to consolidate and reflect upon what has been read to relate the text to the students' own knowledge/interests/views to provide a stimulus for other language activities

Q3.

Differentiate between written and oral/non-verbal communication. State both the advantages as well as disadvantages.

Ans. Oral communication is the ability to explain and present ones ideas in clear English, to diverse audiences, which includes the ability to tailor the delivery to a given audience, using appropriate styles and approaches, and an understanding of the importance of non-verbal cues in oral communication. As such, oral communication requires the background skills of presenting, audience awareness, critical listening and body language. Written communication is the ability to write effectively in a range of contexts and for a variety of different audiences and purposes, with a command of the English language, which includes the ability to tailor your writing to a given audience, using appropriate styles and approaches. While non-verbal communication is the ability to enhance the expression of ideas and concepts without the use of coherent labels, through the use of body language, gestures, facial expression and tone of voice, and also the use of pictures, icons and symbols, which requires background skills such as audience awareness, personal presentation and body language. Both oral and nonverbal, provide their own unique benefits and advantages, and effective communication in these areas can improve a company's productivity, profitability, and overall work atmosphere. Advantages of Oral Communication: Provides immediate feedback Time saving Builds relationship Effective tool for persuasion On spot adaptation & brings improvement

Disadvantages of Oral Communication: Costly & Time consuming Proof / Legal validity Retention of message is missing May lead to misunderstandings Difficult to assign responsibility

While for nonverbal communication, the advantages would be: Provides a gold mine of information and opportunities to the adept professional.

Reading nonverbal signals gives the presenter, the ability to quickly adjust to the presentation based on subtle expressions of confusion or disagreement from the audience. One can use nonverbal communication effectively to exude personal confidence and credibility, thus increasing the acceptance of the message by the audience. For example, you engage in effective nonverbal communication when you speak standing up straight with your shoulders back while using deliberate, well-placed gestures that enhance your message. Describe the various steps in case analysis. List out in detail the various requirements and approaches in writing a case analysis

Q4.

Ans. Case analysis is an important element of education and work, and learning the easy steps of effectively analysing a case and producing strategic recommendations. Here are the various steps to an effective case analysis: 1. Read the Case Through Read the case through, looking at it from a bird's eye view, then understand the company from an objective point of view before tearing the case study apart. 2. Take Notes and Mind Map Jot down salient issues in the case study on a separate sheet of paper, reading through each point carefully, asking the questions what, when, why, how and where. 3. Analyse the Financial Statements Look through the appended financial statements and calculate appropriate indicators in relation to the case at hand, then check the companys viability through the liquidity tests through the projected figures. 4. List the Strategic Issues Having the salient issues and the statistics together, one would be able to list down the strategic issues at hand, looking at them from every angle, whether a strength, a weakness and opportunity or a threat to the company, in order to look for ways to overcome company weaknesses and reduce threats in the environment. 5. Find Recommendations for Each Issue List strategic measures for each issue and the benefits and costs of each measure, and develop a timeline for each strategy as it would take different time periods to effectively allow each strategy to be implemented.

The following are the various approaches in writing a case analysis: The Research Phase:

Library and Internet research Interview people who know the place or the situation The Analysis Phase: Put all the information together and analyse what is going on. Assign sections of material to different people in order to figure out what is really important, what is happening, and what a case reader would need to know in order to understand the situation. Try to formulate the case problem in a few sentences then break the problem down into all its parts. Actual Wiring: a) Describe the problem or case question to be solved. b) Organize the sections of the case. Q5. What are the characterstics and purposes of technical writing? Describe in detail the technical writing process and the commonly used types of technical documents.

Ans. Every type of writing has a purpose or a goal, and the purpose of technical writing is to explain a variety of topics to other people, which is commonly seen in how to manuals and other pieces that provide direction. Therefore, the main purpose of technical writing is to provide sometimes complex information that will assist a person with understanding more about a particular item, such as a computer or a new drug or a new piece of technology, how an object works or how to complete a project. Relatively, technical writing, just as any other form of writing, has certain characteristics which distinguish it from other types of writing, and one of its main characteristics is the fact that it is clear and straight forward. Thus, it is very important that the writer stick to the subject matter and relay information in a clear and concise manner, and the language used should be very direct and straight to the point. Another characteristic of technical writing is that it is very detailed and informative, and its perfect example is a textbook, by which the written contents of most textbooks is geared to providing information by describing the subject matter as fully as possible.

Technical writing is also very structured, which has a very obvious composition that makes it easy for the reader to follow along, as it allows the audience to easily access the information as needed. With understanding the purposes and characteristics of technical writing, one can better comprehend how this type of writing is used, and there are a variety of different types of written works which use a technical style. One type or use of technical writing is an instruction manual, as the reader, the goal is to be informed about the product so that one can use it as efficiently as possible. Likewise, lab report is another example of technical writing used to explain the occurrences in a lab so that others will be able to gain information. Even driving directions can be considered a type of technical writing as the goal is to clearly and efficiently provide instructions.

PART C Q1. Write a letter to the manager of your bank asking for an account statement for the first quarter of 2011. Also request him to waive of the applicable charges (if any)

Ans. A bank statement request letter is an appealing letter presented by a customer requesting for an account statement issued by that particular bank where he holds an account, and such a document should clearly depict the need of the customer so that the concern bank authority could determine the exact requirement and issue them a bank statement. Below is a sample Bank Statement Request Letter: April, 1, 2011 To the Branch Manager Name of Bank Subject: Requesting a bank statement for the 1st Quarter of 2011 Dear Sir/Madam, I, ___________, is an account holder and priority customer in your bank with account number _____________. The mode of my account is a savings account. As such, I am in need of the bank statement of this account for the 1st Quarter of 2011 in order to present it in my income tax exemption, which would ensure that I have declared the account as per income tax account and would serve as a document of evidence in case of any future contrariety. In reference to the above said requirement, I desire to obtain said bank transaction statement, and I will be highly obliged if you kindly fax the document to this number ___________ the soonest possible time, so that I may be able to present the necessary details during tax filing of this year. Looking forward to your immediate action on this request. Thank you. Yours Sincerely, Name of Bank Account Holder

Another sample Bank Statement Request Letter: August 6, 2010. To the Bank Manager Name of Bank Dear Sir/Madam,

I am ________________, of Name of Company, and the holder of the account numbered _____________. The type of my account is current.

I would like ask you to send me the statement of the account for the 1st Quarter of 2011. I need to present this statement to the tax authorities immediately. Thus, with your utmost consideration, I am hoping that your good office will handle this request, and fax it to this number ______________ as soon as possible. In reference to the above, I would also like to request, should there be any appropriate bank charges, for a waiver, and I will appreciate your prompt reply. Thank you, Name of Bank Account Holder Q2. Describe in detail the various types of basic official correspondence. List out in detail the various types of reports and their special features and uses.

Ans. There are various types of official or business correspondences which are important to know/learn, and if one is not familiar with the types of business correspondence that have certain rules and do not know how to write them, then ones career is in trouble. Major Types of Business Correspondence: Business Letters Formatting business letters, and letterhead stationery, includes three major formats of business letters, full block, modified block and indented/semi-block. As such, two pages on business letter elements, major and additional to be precise that include description of return and inside address, complimentary close, different letter notations, identification initials, ccing, to name just a few. Business Memos There are much fewer rules for writing business memos than business letters, and every business uses lots of business memos, and a lot of them nowadays are sent by email which makes them even more ubiquitous. Business Faxes Business faxes have been around even longer than memos, but for a long time very few people had had access to fax machines, and consequently, there are not very many rules established for writing faxes, by which everybody wrote them the way they considered appropriate. Business Email

Business email has become the reigning queen of business correspondence, since it is very helpful as a means of instant communication, but becomes a burden for those who have thousands of unopened messages sitting in their inbox. Resumes/CVs and Reports

Resumes aka CVs and reports are also considered a type of business correspondences by some experts, which are often sent by mail, but so are a lot of different business documents and forms. Thus, reports can be written in the form of a memo. Therefore, there are various types of reports with their special features and uses: From the point of view of formalities: Formal report Informal report From the point of view of legal requirements: Statutory report Non-statutory report From the point of view of function: Informational report Analytical report Research report Q3. Write an email to Amazon.com asking them about the status of your order as a part of it remains incomplete even after two weeks.

Ans. The follow-up on a pending order or complaint from a customer letter is a very sensitive process since it addresses the trouble between the consumer and the institution, and this follow up letter should be carefully written since it could elicit either a positive or a negative response, which could affect customer relations. Thus, the letter should be written without taking sides, by which the issue should be tackled on neutral grounds to prevent favouritism, and companies usually discuss the issue by first stating the facts while taking consideration the feelings of the consumer, who should be given utmost respect when writing the letter. The process of conducting business with consumers is more complicated, and it is important that a complimentary relationship be established which would prevent misconceptions from both sides. So most follow up letters expect a responsive counter offers, which are given to the consumer that serves as an incentive for any inconvenience caused, since it is important that the consumer feels being the main priority, in preventing bad feedback regarding their products and services that would allow them to attract more customers and maintain their previous ones.

Below is a Sample Letter: Date To the Manager Amazon www.amazon.com Dear Sir/Madam, Good day. I would like to follow up as to the status of my pending order. It has been two weeks already from the time I ordered and have not received any feedback yet from your end. I was informed that the product I ordered has already been tested and approved and is supposed to be sent last week, but I was not able to receive it as of now. Should you wish me to remain a repeat and loyal customer, I would be looking forward that said order be sent to me immediately. Sincerely yours. Name of Client Q4. Prepare your CV for applying for the post of Team Leader, Business Development at Convergys, Gurgaon.

Ans. A curriculum vitae, commonly referred to as CV, is a longer (two or more pages), more detailed synopsis than a resume which basically includes a summary of ones educational and academic background, as well as teaching and research experience, publications, presentations, awards, honours, affiliations, and other details. In addition, a cover letter is a document sent with a CV or a resume to provide detailed and additional information on the applicants skills and experience, and why one is qualified for the job being applied for. Thus, effective cover letters explain the reasons for an interest in the specific organization, identifying most relevant skills or experiences. Sample Cover Letter: Name Address City, State, Zip Code Phone Number Email Date

Name of HR Manager HR Manager Convergys Gurgaon Dear Sir/Madam: I am interested in the Team Leader position advertised in _____________, last __________. My resume is enclosed for your review. Given my related experience and excellent capabilities, I would appreciate your consideration for this job opening. I believe that my skills are an ideal match for this position, and have met all your identified requirements. I am currently handling evening operations of the Name of Company and other facilities, including managing registration, solving customer problems, dealing with risk management and emergencies, enforcement of department policies.

I have excellent interpersonal communication skills, as I also handle supervision on hiring, training, and management of staff, as well as coordinate statistics and inventory. I appreciate your taking the time to review my credentials and experience. Again, thank you for your consideration. Sincerely, Applicants Signature Sample CV/Resume: CONTACT INFORMATION Name Address Country Telephone Cell Phone Email PERSONAL INFORMATION Date of Birth Place of Birth Citizenship Visa Status Gender Additional Personal Information: Marital Status Spouse's Name Children

EMPLOYMENT HISTORY (List in chronological order, include position details and dates of employment) Work History Academic Positions Research and Training EDUCATION (Include dates, majors, and details of degrees, training, and certification) High School University Graduate School Post-Doctoral Training PROFESSIONAL QUALIFICATIONS Certifications and Accreditations Computer Skills PROFESSIONAL MEMBERSHIPS LANGUAGES (List languages and fluency) INTERESTS Q5. List out the merits and demerits of using Informational Technology in communication. Describe in details some of the electronic innovations that have revolutionized communication.

Ans. Information technology involves more than just computer literacy, it also takes into account how computers work and how these computers can further be used not just for information processing, but also for communications and problem solving tasks as well. The world today has changed a great deal with the aid of information technology in communication, and those things that were once done manually or by hand, have now become computerized operating systems, which simply require a single click of a mouse to get a task completed. Thus, with the aid of IT, people are able to get constant information in 'real time' that is up to the minute and up to date. The significance of IT can be seen from the fact that it has penetrated almost every aspect of ones daily lives from business to leisure and even society. And today, personal PCs, cell phones, fax machines, pagers, email and internet as means of communication, have all not only become an integral part of the very culture, but also play an essential role in ones day to day activities.

Information technology has not only brought the world closer together, but it has allowed the world's economy to become a single interdependent system which means that people can not only share information quickly and efficiently, but can also bring down barriers of linguistic and geographic boundaries. With the help of information technology, communication has also become cheaper, quicker, and more efficient, and everybody can now communicate with anyone around the globe by simply text messaging them or sending them an email for an almost instantaneous response. The internet has also opened up face to face direct communication from different parts of the world thanks to the helps of video conferencing. Moreover, information technology in communication has helped to bridge the cultural gap by helping people from different cultures to communicate with one another, and allow for the exchange of views and ideas, thus increasing awareness and reducing prejudice.

CASE STUDY I Ravis Interview Ravi was elated when he received the call from the Indian National Bank (INB) inviting him for an interview with the Zonal Manager (ZM) at 2.30 in the afternoon next Friday for the post of the Territory Manager for Delhi & NCR. Ravi was that he was not entirely happy with the way his organization (Lovely Consumer Bank - LCB) was treating him. He was performing well yet he was not having a comfortable relationship with his boss, who frequently threatened Ravi with dismissal. INB offered a best-in-class salary structure, good work environment, and provided job security as well. However, INB is a customer centric organization that employed well mannered people and has strict rules on compliance with internal policies and RBI rules and emphasised personal grooming and ethics, yet Ravi felt that his past performance would impress the ZM. Ravi had thought that 40-45 minutes would be sufficient to reach the INB office and he left his house at about 1.50 pm. He reached INB at 2.35 pm and rushed straight to the 10th floor where he found a person dressed in the unofficial INB uniform of white shirt, navy blue trousers and a pale blue tie pacing about the room. He introduced himself as Amit Sharma, the ZM. Ravi apologised profusely for the delay caused by traffic and immediately sat down on the sofa next to the ZM. The ZM accepted his apologies and began. Ravi had dressed to impress and was wearing his favourite mauve shirt and black pant and dress shoes with silver buckles. It being a hot day, he had elected not to wear a tie. The ZM began by asking Ravi about his job at LCB. Ravi tried to make himself familiar to the ZM and spoke in a mixture of Hindi and English, using a lot of local slangs to show his familiarity with the market. He spoke about his achievements as a Sales Manager at LCB, how well he could manipulate his prospective customers, how that in 2 days, he and his team had sold 20 insurance policies even though some of the documents of the customers were modified by them since collecting the documents again would waste time. Ravi also said that he had a low incidence of customer complaints at about 20 per 100 customers he interacted with. The ZM asked many questions which Ravi answered in his enthusiastic and booming voice, sometimes even anticipating the questions and cutting the ZM off in his enthusiasm to answer them. Ravi felt that the meeting was progressing well and he interrupted the ZM to ask him about the salary package and perks being offered and also asked him how much he could claim as expenses during the course of the month. The ZM answered all these questions and they parted as friends, with Ravi even putting his arm around the shoulders of the ZM in a burst of familiarity. Ravi left feeling Mission Accomplished. However, Ravi felt destroyed when he was not selected.

Questions: 1. Identify the mistakes made by Ravi that led to his rejection. (1.5 marks)

Ans. First mistake Ravi has done which led to his rejection is that he arrived late for his interview. And instead of leaving extra early from his house, he became complacent by not giving sufficient time for traffic and walking distance from and to the office of the Zonal Manager. Secondly, given that Ravi was late, and although he apologised profusely for the delay caused by traffic, another major mistake he did was that he immediately sat down on the sofa next to the ZM, which should not be the case. Proper professional ethics would be to sit infront of the interviewer, whoever that may be. Thirdly, despite being dressed to impress and was wearing his favourite mauve shirt and black pant and dress shoes with silver buckles, Ravi made another mistake by not wearing the appropriate business attire to the interview. Another error that Ravi made was, he spoke about how well he could manipulate his prospective customers, how that in 2 days, he and his team had sold 20 insurance policies even though some of the documents of the customers were modified by them since collecting the documents again would waste time. Furthermore, Ravi was also overdoing in making an impression, as well as overconfident by answering in his enthusiastic and booming voice, sometimes even anticipating the questions and cutting the ZM off in his eagerness to answer them. And when Ravi felt that the meeting was progressing well and he interrupted the ZM to ask him about the salary package and perks being offered and also asked him how much he could claim as expenses during the course of the month. That is a turn-off because he should have waited for the ZM to ask him first if he has any queries or concerns, particularly to the compensation package or job offer. 2. If you were Ami Sharma, what would your reaction have been towards an interviewee like Ravi. (1 Mark)

Ans. With fewer and fewer interview opportunities available in this competitive market, it is essential to make the best possible first impression. Even a seasoned professional like Ravi, has over-assumed, and was not able to avoid the inevitable pitfalls. A prospective employee like Ravi might be saying all the right words, but conflicting body language may be telling a different story, one that might have cost him to get the job. Nonverbal communication can be a very important part of a job interview, such as the right gestures and facial expressions inspire trust and can make a good impression on the interviewer, as well as good posture and a sincere smile can reinforce a favourable verbal impression.

Given that, if I were Ami Sharma, the Zonal Manager of INB, Ravis wrong or inappropriate body language have indicated unfavourable traits. For one, one of the first lessons in job-search etiquette is to show up on time for interviews, and for Ravi arriving late, even if was only for a few minutes, did not quite make a good impression. And if I were to recruit, I would abhor overtalkative candidates like Ravi, like taking too long to answer direct questions. In addition, asking about benefits or salary would be another major blunder, and the effect is about the same when a job-seeker asks about benefits or other employee perks during the first interview. Thus, Ravi should have waited until he has won the employer over before beginning that discussion. Other negative impressions that Ravi made to the ZM was: Wearing inappropriate attire Overconfident, overbearing, overaggressive, conceited, superiority complex and know it all Overemphasis on compensation package, showing major interest only in best salary offer Lack of tact Lack of courtesy; ill-mannered Condemnation of past employers Asked no questions about job Failure to express appreciation of the interviewers time by arriving late Therefore, the wrong body language, erroneous responses and attitude, even if Ravi was unaware of it, have sent the wrong message and lead to a rejected application.

CASE STUDY - II ACME Appliances Letter

ACME Appliances (Customer Service Division) 1, DLF Plaza, Chandigarh 160001 Sh. Ramesh Kumar Singh, Prop. Singhs Cafe and Bakery, 12013, HUDA Colony 2, Sector 25, Chandigarh 160021. Dated: 1st June, 2010 Subject: Burned-out motor Hi, We have received your request for a refund/replacement. Although your ACME fridge is under warranty for four more months, you cannot honestly expect us to pay for the cost of a new motor and your spoiled food when the problem clearly resulted as a result of your negligence. This fridge is not designed to be operated at full capacity with the door open for any length of time, let alone over the weekend and that too during a heat wave and with a fluctuating power supply. ACME fridges are designed to endure everyday use in a typical restaurant kitchen. They are constructed with top-quality materials, are environment friendly and are BEE rated at 5 stars for efficiency and quality. Your model, with its shoulder high doors, electronic controls and performance compressor, is our best selling model. However, we would like to offer to pay for the cost of the technicians visit in the spirit of good customer relations. I am sorry, but thats the best we can do for you at this time. Sincerely Sd/Ajay Sharma Customer Relations Manager

Questions: 1. Identify the problems in this letter. (1 mark)

Ans. The customer always has this idea and belief that the supplier is going to understand and fulfill their needs. So suppliers must understand that the ball is in their court, and the customer-supplier relationship begins with the opportunity to demonstrate their sensitivity to the customers needs. Moreover, customers wants to believe that the supplier cares. Thus, first impressions are critical, as well as the actions that follow.

First problem in this letter is that the Customer Relations Manager had no tact in responding to the customers request. In fact, Ajay Sharma was arrogant and the tone of the letter was rude, and sarcastic. Stating that the customer cannot honestly expect the company to pay for the cost of a new motor and the spoiled food when the problem clearly resulted as a result of the customers negligence is unacceptable for the image of ACME Appliances. The letter was a total let down because Ajay Sharma should have given an appropriate and accommodating response, and ensured that the customer will not be left downhearted with his purchase in order to avoid negative feedback and bad word of mouth to other potential clients. Relatively, not all difficult situations with customers come from such clear cut unmet expectations. And customers are, however, only difficult because of their attitude to being put in a situation where their needs have not been met, and it may be that their attitude or their needs are unreasonable. And if ACME Appliances can better match the needs of their customer to what they deliver, the customer's perception of their service will be measurably higher. Thus with a little professionalism, Ajay Sharma could have eliminated the risk of the customer having an aggressive attitude towards their need not being met, as well as the risk of losing him for another major competitor. 2. Re-write this letter in a proper manner to address the mistakes identified by you as above. (1.5 marks)

Ans. Below is the proper and appropriate response to the customer: ACME Appliances (Customer Service Division) 1, DLF Plaza, Chandigarh 160001 Sh. Ramesh Kumar Singh, Prop. Singhs Cafe and Bakery, 12013, HUDA Colony 2, Sector 25, Chandigarh 160021. Dated: 1st June, 2010 Subject: Burned-out motor Dear Sir: Thank you for your letter dated June 1, 2010 regarding your request for a refund/replacement on the ACME fridge you have purchased from us which is still under warranty for four (4) more months. As we have checked and looked into our available stocks, ACME fridges are designed to endure everyday use in a typical restaurant kitchen, and they are constructed with top-quality materials, are environment friendly and are BEE rated at 5 stars for efficiency and quality.

And the model you have, with its shoulder high doors, electronic controls and performance compressor has proven to be our bestselling model. However, after further investigation, it has been found that your fridge was left with the door open for any length of time, and unfortunately, it has not designed to be operated like that at full capacity, let alone over the weekend, during a heat wave, with a fluctuating power supply. In our earnest intention to give you a favourable response and action as to your concern, we held a meeting to discuss possible solutions. Yet much to our regret, the best that our company can do for you at this time is to pay for the cost of the technicians visit in the spirit of good customer relations. We are still looking forward to doing business with you in the future, and please feel free to contact use again, should you have any further queries or if we can be of further assistance. Sincerely Sd/Ajay Sharma Customer Relations Manage