3. Attitude Passive Extends but does not feel entitled to “rights;” accepts responsibilities Assertive Both exercises and extends “rights” and responsibilities -be confident-don’t say no when you want to say yes-be positive Aggressive Demands but does not extend “rights;” does not accept responsibilities Assertive Communication: Direct * Honest * Respectful

4. Good presentation requires: Sharp Focus-Logical Thinking-Clear Phrasing-Crisp Delivery The six great helpers: 1. Why?- Purpose: to inform/persuade/influence/educate/emphasize/entertain 2. Who?-Audience: personality/education/knowledge/age/status 3. Where?-Place: formal/informal 4. When? Context/time 5. What? Subject matter: scope & need 6. How? Strategies to be adopted

5. Guidelines for Group Presentations Plan transitions Enforce Time limits strictly Coordinate your visuals so that it seems as a coherent whole Practice the presentation as a group Write a detailed and organized plan Divide the team work fairly All the team members should participate equally

6. Outsourcing Backlash Gets Abusive, Ugly “ I don’t want to speak to you. Connect me to your boss in the US,” hissed the American on the phone. The young girl at the Bangalore call centre tried to be as polite as she could. At another call centre, another day, another young girl had a Londoner unleashing himself on her, “Young lady do you know that because of you Indians we are losing jobs.” The outsourcing backlash is getting ugly. Handling irate callers is the new brief for the young men and women taking calls at these outsourced job centres. Supervisors tell them to be “cool”. Avinash Vashistha, managing partner of NEOIT, a leading US-based consultancy firm says, “Companies involved in outsourcing both in India and US are already getting a lot of hate mail against outsourcing and it is hardly surprising that some people should behave like this on the telephone.” Vashistha says Indian call centres should train their operators how to handle such calls. Indeed the furore raised by the Western media over job losses because of outsourcing has made ordinary citizens there sensitive to the fact that their calls are being taken not from their midst but in countries, such as India and Philippines. The angry outbursts the operators face border on the racist and sexist, says the manager of a call center in Hyderabad. But operators and senior executives of call centers refuse to go record for fear of kicking up a controversary that might result in their companies’ losing clients overseas. “ It’s happening often enough and so let’s face it,” says a senior executive of a Gurgaon call centre, adding, “This doesn’t have any impact on business.” [Source Hindustan Times]

7. 1. Assume you are working as an operator at a call centre in India and receiving such calls from Americans and Londoners. How would you deal with such calls? Imagine a specific situation connected with this and state your response. 2. “Keep your cool.” What does this mean in terms of conversation control? 3. Do you agree with the view that such abusive happenings on the telephone do not have any impact on business? Give reasons.

8. Midnight Blues -Did the factory owner do the right thing by going into the crowd of agitated workers? Why? -Write down a small speech that you would have made inside a factory premises to pacify the workers.

9. Oral Presentations Select a newspaper or business journal article and prepare an oral report based on it. You will need to present the information in a ppt format on the assigned date. Meet with your partner and plan the outline well in advance. This will be your final and major presentation.

10. Presentation Reflection Report 1. Describe what did your team/group do at the following stages: -Planning the Presentation -Organizing the Presentation -Developing Visual Aids -Practicing the Presentation -Delivering the Presentation 2. What special strategies did you use in your presentation? 3. How was your presentation? What went on very well? What were the problems/challenges? 4. If you are given the choice of changing one thing in your presentation then what will be that one feature?