SUB: BUSINESS COMMUNICATION SKILLS

THE INDIAN INSTITUTE OF BUSINESS MANAGEMENT AND STUDIES

MAX. MARKS: 100

CASE I A Reply Sent to an Erring Customer Dear Sir, Your letter o t!e "#r$, %it! a &!e'ue or R(. "),000*+ o, a&&ou,t, i( to !a,$. -e ,ote %!at .ou (a. a( to t!e $i i&ult. .ou e/0erie,&e i, &olle&ti,1 .our out(ta,$i,1 a&&ou,t(, 2ut %e are &o30elle$ to re3ar4 t!at %e $o ,ot t!i,4 .ou are treati,1 u( %it! t!e &o,(i$eratio, %e !a5e a ri1!t to e/0e&t. It i( true t!at (3all re3itta,&e( !a5e 2ee, or%ar$e$ ro3 ti3e to ti3e, 2ut t!e $e2it 2ala,&e a1ai,(t .ou !a( 2ee, (tea$il. i,&rea(i,1 $uri,1 t!e 0a(t t%el5e 3o,t!( u,til it ,o% (ta,$( at t!e &o,(i$era2le total o R(. 6),000*+ 7a5i,1 re1ar$ to t!e 3a,. .ear( $uri,1 %!i&! .ou !a5e 2ee, a &u(to3er o t!i( !ou(e a,$ t!e, 1e,erall. (0ea4i,1, (ati( a&tor. &!ara&ter o .our a&&ou,t, %e are relu&ta,t to re(ort to !ar(! 3ea(ure(. -e 3u(t, !o%e5er, i,(i(t t!at t!e e/i(ti,1 2ala,&e (!oul$ 2e &leare$ o 2. re1ular i,(tall3e,t(

o (a. R(. 10,000*+ 0er 3o,t!, t!e ir(t i,(tall3e,t to rea&! u( 2. t!e 8t!. I, t!e 3ea,ti3e .ou (!all 0a. &a(! or all urt!er 1oo$(9 %e are allo%i,1 .ou a, e/tra #: $i(&ou,t i, lieu o &re$it. -e (!all 2e 1la$ to !ear ro3 .ou a2out t!i( arra,1e3e,t, a( ot!er%i(e %e (!all !a5e ,o alter,ati5e 2ut $e i,itel. to &lo(e .our a&&ou,t a,$ 0la&e t!e 3atter i, ot!er !a,$(. Your( trul., uestions! "# )# -# Comment on t$e appropriateness o% t$e sen&er's tone to a (ustomer# *oint out t$e ol& + %as$ione& p$rases an& e,pressions# Re.rite t$e reply a((or&ing to t$e prin(iples o% e%%e(ti/e .riting in 0usiness#

SUB: BUSINESS COMMUNICATION SKILLS

THE INDIAN INSTITUTE OF BUSINESS MANAGEMENT AND STUDIES

MAX. MARKS: 100

Case II A&/ertising Ra&io FM Bran& A .ou,1, 1or1eou( %o3a, i( (ta,$i,1 i, ro,t o !er a0art3e,t %i,$o% $a,&i,1 to t!e 1;80( tu,e, <All Ri1!t No%= 2. t!e o,e > !it 2a,$ ree. A&ro(( t!e (treet a .ou,1 3a, loo4( out o !i( a0art3e,t %i,$o% a,$ ,oti&e( !er. 7e 3o5e( &lo(er to t!e %i,$o%, ta4i,1 i,tere(t. S!e &ra,4( u0 t!e 5olu3e a,$ &o,ti,ue( $a,&i,1, loo4i,1 out t!e %i,$o% at t!e ello%, %!o (3ile( !o0e ull. a,$ %a5e( 3ee4l.. 7e !ol$( u0 a 2ottle o %i,e a,$ %a5e( it, a00are,tl. i,5iti,1 !er o5er or a $ri,4. T!e la$. %a5e( 2a&4. 7e 4i((e( t!e 2ottle a,$ e/&ite$l. (a.(, <Ye(((.= T!e,, !e 1a?e( arou,$ !i( a0art3e,t a,$ reali?e( t!at it i( a 3e((. <No@= !e e/&lai3( i, a %orrie$ to,e o 5oi&e. Ara,ti&all., !e $oe( !i( 2e(t to 'ui&4l. &lea, u0 t!e 0la&e, (tu i,1 0a0er( u,$er t!e (o a a,$ 0utti,1 ol$ oo$ 2a&4 i, t!e re ri1erator, 7e (li0( o, a 2la&4 (!irt, (li&4( 2a&4 !i( !air, (,i ( !i( ar30it, a,$ let( out a, e/&ite$ , <Yea!!!@= i, ea1er a,ti&i0atio, o e,tertai,i,1 t!e .ou,1 la$.. 7e 1oe( 2a&4 to t!e %i,$o% a,$ (ee( t!e %o3a, (till $a,&i,1 a%a.. 7e 0oi,t( to !i( %at&!, a( i to (a. <Co3e o,. It i( 1etti,1 late.= A( (!e Bu(t &o,ti,ue( $a,&i,1, !e loo4( &o, u(e$. T!e, a loo4 o (u$$e, i,(i1!t a00ear( o, !i( a&e, <Ai5e,= !e (a.( to !i3(el . 7e tur,( o, !i( ra$io, a,$ it too i( 0la.i,1 <All Ri1!t No%.= T!e 3a, 1oe( to !i( %i,$o% a,$ (tart( $a,&i,1 a( !e %at&!e( !i( la$. rie,$ &o,ti,ue (te00i,1. <Ai5e, .ea!,= !e (a.( a( !e 3a4e( t!e <o4a.= (i1, %it! !i( t!u32 a,$ ore i,1er. 7e %a5e( a1ai,. E5er.o,e i, t!e a0art3e,t 2uil$i,1 i( $a,&i,1 2. t!eir %i,$o% to <All Ri1!t No%.= A (u0er a00ear( o, t!e (&ree,: <Are .ou o, t!e ri1!t %a5ele,1t!C= uestions! "# 1$at is non + /er0al (ommuni(ation2 1$y &o you suppose t$at t$is (ommer(ial

relies primarily on non3/er0al (ommuni(ation 0et.een a young man an& a gorgeous .oman2 1$at types o% non + /er0al (ommuni(ation are 0eing use& in t$is (ase2 )# 1oul& any o% t$e non3/er0al (ommuni(ations in t$is spot 4a&5 not .or6 .ell in anot$er (ulture2 -# 1$at role &oes musi( play in t$is spot2 1$o is t$e target mar6et2 7# Is t$e musi( at all &istra(ting %rom t$e message2 8# Ho. else are ra&io stations a&/ertise& on T92

SUB: BUSINESS COMMUNICATION SKILLS

THE INDIAN INSTITUTE OF BUSINESS MANAGEMENT AND STUDIES

MAX. MARKS: 100

CASE III EM*:O;MENT INTER9IE1 OF R * SINHA Mr. R D Si,!a i( a MBA. 7e i( 2ei,1 i,ter5ie%e$ or t!e 0o(itio, o Ma,a1e3e,t Trai,ee at a re0ute$ &o30a,.. T!e (ele&tio, &o33itteeE( i( &!aire$ 2. a la$. Fi&e > Dre(i$e,t. Mr. Si,!aE( i,ter5ie% %a( a( ollo%( : Co33ittee : Goo$ 3or,i,1 @ Mr. Si,!a : Goo$ 3or,i,1 to Sir( a,$ Ma$a3 @ C!air0er(o, : Dlea(e, (it $o%,. Mr. Si,!a : T!a,4 .ou H(it( $o%, at t!e e$1e o t!e &!air, 4ee0( !i( 0ort olio o, t!e ta2leI J. C!air0er(o, : You are Mr. R. D. Si,!a A Si,!a : Ye(, Ma$a3. T!i( i( !o% I a3 &alle$. J. C!air0er(o, : You !a5e 0a((e$ MBA %it! 1(t Di5i(io,. A. Si,!a : Ye(, Ma$a3. J. C!air0er(o, : -!. $o .ou %a,t to %or4 i, our or1a,i?atio, C A Si,!a : It i( Bu(t li4e t!at. Al(o, 2e&au(e it !a( 1oo$ re0utatio,. J. Me32er A : T!i( Bo2 i( &o,(i$ere$ to 2e 'uite (tre(( ul. Do .ou t!i,4 .ou &a, 3a,a1e t!e (tre(( i,5ol5e$. A. Si,!a : I t!i,4 t!ere i( too 3u&! tal4 a2out (tre(( t!e(e $a.(. Sir, %oul$ .ou tell &learl. %!at .ou 3ea, 2. (tre(( C I a3 5er. (tro,1 or a,. (tre((. J. Me32er B : -!at are .our (tre,1t!( C A. Si,!a : Sir, %!o a3 I tal4 2oa(t ull. a2out 3. (tre,1t!(. You (!oul$ tell 3e 3. (tre,1t!(. J. Me32er C : -!at are .our %ea4,e((e( C A. Si,!a : I 2e&o3e a,1r. 5er. a(t. J. Me32er A : Do .ou %a,t to a(4 u( a,. 'ue(tio,( C A Si,!a : Ye( Sir @ -!at are t!e uture &!a,&e( or o,e %!o (tart( a( a 3a,a1e3e,t trai,ee C T!e 3e32er tell( M. Si,!a t!e t.0i&al &areer 0at! or t!o(e (tarti,1 a( Ma,a1e3e,t Trai,ee. T!e C!air0er(o, t!a,4( Mr. Si,!a. Mr. Si,!a 0ro30tl. (a.( i, re0l., <.ou are %el&o3e,= a,$ &o3e( out. uestions! "# )# -# Do you %in& Mr# Sin$a's responses to /arious <uestions e%%e(ti/e2 Gi/e reasons /ie. on ea($ ans.er gi/en 0y Mr# Sin$a# %or your

Re.rite t$e responses t$at you (onsi&er most e%%e(ti/e to t$e a0o/e <uestions in a =o0 inter/ie.# Mr# Sin$a $as o0ser/e& t$e norm o% respe(t%ul 0e$a/iour an& polite (on/ersation# But> &o you t$in6 t$ere is somet$ing gone .rong in $is (ase 2 A((ount %or your general impression o% Mr# Sin$a's per%orman(e at t$e inter/ie.#

SUB: BUSINESS COMMUNICATION SKILLS

THE INDIAN INSTITUTE OF BUSINESS MANAGEMENT AND STUDIES

MAX. MARKS: 100

Case I9 Outsour(ing Ba(6las$ Gets A0usi/e> Ugly I $o,Et %a,t to (0ea4 to .ou. Co,,e&t to .our 2o(( i, t!e US,= !i((e$ t!e A3eri&a, o, t!e 0!o,e. T!e .ou,1 1irl at a Ba,1alore &all &e,tre trie$ to 2e a( 0olite a( (!e &oul$. At a,ot!er &all &e,tre, a,ot!er $a., a,ot!er .ou,$ 1irl !a$ a Lo,$o,er u,lea(!i,1 !i3(el o, !er, < You,$ la$. $o .ou 4,o% t!at 2e&au(e o .ou I,$ia,( %e are lo(i,1 Bo2(.= T!e out(our&i,1 2a&4la(! i( 1etti,1 u1l.. 7a,$li,1 irate &aller( i( t!e ,e% 2rie or t!e .ou,1 3e, a,$

%o3e, ta4i,1 &all( at t!e(e out(our&e$ Bo2 &e,ter(. Su0er5i(or( tell t!e3 to 2e <&ool=. A5i,a(! Fa(!i(t!a, 3a,a1i,1 0art,er o NEOIT, a lea$i,1 US+2a(e$ &o,(ulta,&. ir3 (a.(,= Co30a,ie( i,5ol5e$ i, out(our&i,1 2ot! i, t!e US a,$ I,$ia are alrea$. 1etti,1 a lot o !ate 3ail a1ai,(t out(our&i,1 a,$ it i( !ar$l. (ur0ri(i,1 t!at (o3e 0eo0le (!oul$ 2e!a5e li4e t!i( o, t!e tele0!o,e.= Fa(!i(t!a (a.( I,$ia, &all &e,ter( (!oul$ trai, t!eir o0erator( !o% to !a,$le (u&! &all(. I,$ee$, t!e urore rai(e$ 2. t!e %e(ter, 3e$ia o5er Bo2 lo((e( 2e&au(e o out(our&i,1 !a( 3a$e or$i,ar. &iti?e,( t!ere (e,(iti5e to t!e a&t t!at t!eir &all are 2ei,1 ta4e, ,ot ro3 t!eir 3i$(t 2ut i, &ou,trie(, (u&! a( I,$ia a,$ t!e D!ili00i,e(. T!e a,1r. out2ur(t( t!e o0erator( a&e 2or$er o, t!e ra&i(t a,$ (e/i(t, (a.( t!e 3a,a1er o a &all &e,ter i, 7.$era2a$. But o0erator( a,$ (e,ior e/e&uti5e( o &all &e,ter( re1u(e to 1o o, re&or$ or ear o 4i&4i,1 u0 a &o,tro5er(. t!at 3i1!t re(ult i, t!eir &o30a,ie(E lo(i,1 &lie,t( o5er(ea(. <ItE( !a00e,i,1 o te, e,ou1! a,$ (o letE( a&e it,= (a.( a (e,ior e/e&uti5e o a Gur1ao, &all &e,tre, a$$i,1, <T!i( $oe(,Et !a5e a,. i30a&t o, 2u(i,e((.= uestions! "# Assume you are .or6ing as an operator at a (all (entre in In&ia an& are re(ei/ing irate (alls %rom Ameri(ans an& :o&oners# Ho. .oul& you $an&le su($ (alls2 Con(ei/e a s$ort (on/ersation 0et.een you an& your (lient> an& put it on paper# )# ?@eep your (ool#A 1$at &oes t$is mean in term o% (on/ersation (ontrol2 -# Do you agree .it$ t$e /ie. t$at su($ a0usi/e $appenings on t$e telep$one &o not $a/e any impa(t on 0usiness2 Busti%y#