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business communication

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devox

  1. 1. PRESENTED BY:- AANCHAL NARANG (241) AYUSH SINGLA (250) PRATIK ABHISHEK (274)SHUBHANKAR SORKAR (288) PARUL GUPTA (297)
  2. 2. Customer- Mr. Oberoi Mrs. Oberoi Sales Executive Trainee- Rahul Manager- Mr. SharmaGeneral Manager (Sales)- Mr. Khare
  3. 3. CUSTOMERS’S NEED -exchange of shoes on thebasis that they are from seconds lot. COMPANY’S POLICY - don’t keep any “seconds”in the showroom and goods once sold won’t bereturned CONCLUSION -Exchange the shoes in case he is a high valued customer else tell him clearly that it is not possible
  4. 4. STRENGTHS WEAKNESSES Confident  Lacks coherence Persistent  Casual Well-dressed  Lacks logic  Not persuasive  Arrogant  Impatient  Not precise  Not consistent
  5. 5. STRENGTHS WEAKNESSES  Did not follow formal Rational chain of communication Calm Well-organized Flexible Assertive Polite Convincing Sincere Manipulative Patient
  6. 6. STRENGHTS WEAKNESSES Clear  Indecisive Polite Firm Good listener Strategic Conscious of his role Effective communication Ability to communicate by asking intelligent question
  7. 7. STRENGHTS WEAKNESSES Non-verbal  Less verbal communication communication Inquisitive Understanding Certainty Assertive Factual
  8. 8. STRENGHTS WEAKNESSES Effective communicator  Shrewd Brief Clarity Humorous Decisive Firm Prompt Unimposing professional
  9. 9.  BODY LANGUAGE RAHUL HAD HIS HANDS AT THE BACK Shows he is a professional salesman ATTIRE Shows Mr. oberoi’s casual attitude FACIAL EXPRESSIONS Rahul had a grim look. Disgust and anger– identifies Mr. oberoi’s helpless attitude
  10. 10.  Rahul– encodes his ideas in words properly Mr. oberoi– his words identify him as a customer who always want to enjoy upper hand in dealings Mr. sharma– uses impersonal verbal mode to manipulate the situation Mr. khare– uses assertive sentences showing his imposing nature Mrs. oberoi– her words lead to the fact that she has a cool understanding of the facts.
  11. 11.  Rahul– amount of force in his statements prove that he is categorical and brief. Mr. oberoi- questioning statements and raised voice shows his sheer disgust. Mr. sharma- polite tone identifies him as an effective communicator. Mrs. oberoi- tone of certainty shows that she is factual.
  12. 12.  Purpose of communication is to inform, persuade, motivate the listener towards a desired action. One of the very basic dimension of effective communication is the knowledge and use of proper language for a specific purpose. Verbal communication is given its full force and meaning by the personality of the communicator, who also communicates non- verbally.
  13. 13.  The goal of the case study is to cater to the needs of the customer by giving proper facts. The entire act of communication is the index of his or her mind, thought and concerns and attitude which helps in effective communication and finally achieving the goal. In the ultimate analysis, all business communication is purposive and goal-directed. Therefore, the measure of effectiveness depends on the extent to which the final goal is achieved.
  14. 14.  Rahul should have taken the matter to Mr. sharma rather then stretching the matter. Mr. khare should treat all the customers equally. As its not necessary that if the customers buys a low-end shoe once, he may not a buy a high end next time.

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