1. PROFILE OF AN
EFFECTIVE
COMMUNICATOR
PRESENTED BY-
HARSHIKA GUPTA
KRATIKA GUPTA
KUSHAGRA JAIN
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PRESENTED TO-
Dr. PRAGYA AWASTHI

2. SUMMARY OF THE CASE
• The case explains the conversation on
rejection of the pair of Devox shoes from
Mr. Oberoi.
• The Manager Mr. Sharma and the sales
executive Rahul has effectively &
efficiently convinced Mr. Oberoi for not
returning the same.
• The conversation continued by
discussing the matter with senior
authorities and hence they came to a
conclusion.
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3. CHARACTERS
• Mr. Oberoi
(A Customer)
• Rahul
(Sales Executive Trainee )
• Mr. Sharma
(Manager, Devox shoes)
• Mrs. Oberoi
(Wife of Mr. Oberoi)
• Mr. Khare
(General sales manager,
Headquarter)
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4. MR. OBEROI’S
CHARACTERISTICS
• POSITIVE
CHARACTERISTICS
Confident
Persisting
Well- dressed
Informal behavior
• NEGATIVE
CHARACTERISTICS
Impatient
Not concise
Arrogant
Emotional
Betrays his weakness
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5. RAHUL’S CHARACTERISTICS
• Courteous
• Polite
• Calm
• Flexible
• Clever
• Concrete
• Follower of
‘You’ attitude
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6. MR. SHARMA’S
CHARACTERISTICS
• Polite
• Good Listener
• Clear
• Correct
• Confrontational
attitude
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7. MR. KHARE’S
CHARACTERISTICS
• Concise
• Clear
• Complete
• Humorous
• Prompt
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8. MRS. OBEROI’S
CHARACTERISTICS
• Silent
• Factual
• Possess tone of certainty
• Assertive
• Understandable
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9. CHARACTERISTICS OF
SUCCESSFUL
COMMUNICATOR
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A successful communicator should be
• Courteous
• Clear
• Concise
• Concrete
• Correct
• Considerable &
• Complete in his words.

10. CONTRIBUTION OF LANGUAGE
SKILLS TO EFFECTIVE
COMMUNICATION
• Clear understanding
• No ambiguous words
• Fluency in speaking
• Confidence
If a person possess the
above skills, then he is surely
an effective communicator.
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11. Points on Rahul & Mr. Sharma
• RAHUL
Audience-oriented approach
Convincing
Polite
Calm & Clever
• MR. SHARMA
Good Listener
Polite
Firm
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12. IMPORTANCE OF TONES
• Use Assertive
sentences
• Never use high pitch
• Emphasize only on key
words
• Helps in conveying
your attitude
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13. CHARACTERS EXPRESSING
NON- VERBAL MODE OF
COMMUNICATION
• Mr. Oberoi
Arrogance
Proud
Hyperactive
Aggressive
Highly manipulative
• Mrs. Oberoi
Silent observer
Shopping freak
Assertive
• Rahul
Polite
Flexible
Clever
Pervasive
Professional
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14. 10/8/2013 10:44 AM CASE ANALYSIS 14