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Effective Communication Should Be Developed Through Trust: A Case Study On
Effective Communication Should Be Developed Through Trust: A Case Study On
Authors:
Sunam Pal
Kiran Varghese Jacob
Alliance University School of Business
Business
Communication
1 Friday, 25th January 2011
PSGIM, Coimbatore Effective Communication
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is driven through loyalty and trust of the people.
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Case Overview
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PSGIM, Coimbatore Effective Communication
Characters in Case
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Business Head
Mr. Shantanu Bannerjee
B.tech,Punjab University
Designation: Project Trainee
Internship: 6 months Domain Lead
Project Manager
Mr. Ravi Sharma
Designation: Project Manager
Experience: 9 years
Team Lead
Case Overview
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Work Profile:
• Simulating and mending circuits
• Development & validation
Strengths
• Very good at performing task
Mr. Shantanu Bannerjee
• Committed to all deadlines
• Mend and verify circuit better than anyone
else in the team al though being a fresher
Achievements
1. He was given the in charge of entire procurement team & reviewing
electronic items
2. He found flaws in inventory system .optimized it using software and
reduced the whole project life cycle time by 23% 5
3. His inventory model was accepted & implemented by other teams
4. His manager rewarded him for his innovation Fri
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PSGIM, Coimbatore Effective Communication
Case Overview
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“Shantanu was very talented and technically
expert. Once you provide him with the
objective, he does that before the stipulated
time with perfection. There is no need of any
mentor or supervisor to guide him. He knew
Mr. Shantanu Bannerjee his work, deadlines and how to make it done”
Case Overview
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Ms. Sheela,Project Manager Mr. Shantanu Bannerjee
Case Overview
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Mr. Shantanu Bannerjee Mr. Ravi Sharma
• So he had a talk with his current manager, Mr. Ravi who asked
his manager Mr. Shyam Kumar about the vacancy
• Within 2 days he got a reply that Mr. Ravi & his manager are
very satisfied with his performance
• Mr. Ravi informed him that Shantanu’s training period will be
extended to 3 months & will take him as a permanent
employee
• They were ready to hire him at any cost 8
• They said that there will be an interview as a formality and Fri
either of them will be there 25 Feb
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“ No need to worry. You can decline your
proposal from Sheela & also from other teams if
coming to you. Interview is just a formality. You
are in. Now don’t think about your interviews
much & concentrate on your projects. We have
lot of expectation from you. One of our team 9
members will be in the panel to take care. Fri
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PSGIM, Coimbatore Effective Communication
Shantanu in Interview
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Mr. Shantanu Bannerjee
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Mr. Ravi
“Why Ravi, I performed well till date. I am having a very
good track record for last 5 months & feedbacks were
very good as given by you only. I kept to all my deadlines.
You people awarded me. Because of you only I denied
sheela’s offer. You only assured me that the interview
was just a formality & I need to concentrate on my work.
Mr. Shantanu
Our Company’s policy says that while recruitment it is
the interviewer who decides the final selection. The
panel of your interviewer is not ready to hire you. They
have an opinion that the task to which you were going to
be assigned is different from your current profile & does
not meet their expectation. So you can apply for your 11
resignation latest by next 5 days so that it gets updated
to the database before your tenure of training ends by Fri
Mr. Ravi default 25 Feb
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Case Overview
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Mr. Shantanu Bannerjee Ms. Sheela,Project Manager
Shantanu’s Perception
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• Shantanu did not ask for the feedback after interview as
he was assured that it’s not going to impact anyway.
• He knew that as per company’s policy “Interns are hired
temporarily for projects & thus have no assurance about
confirmation of their job after completion of the project
Mr. Shantanu even if they had performed well.
• He also didn’t have any documentary proof as
everything was intended to him orally.
HR • He could have talked to HR’s, But in his company he
Cannot help
knew that HR will only say that if the line managers are
not ready then no one can do anything as the entire
decision is based on managers.
• Shantanu was helpless.
• Finally he resigned 13
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Teaching Notes
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the situation
• When the feedback was delayed, Shantanu should have
thought about the other odd situations.
• Shantuna should have been very alert for his interview
• He should have talked to HR regarding other vacancies.
• He should have intelligently managed to use the written
documents like mail about the assurance given by the
manager , so that his claims to HR would have been strong
• He should have talked to his manager’s manager about the
issue
• He should have given a trial, to freely convey the same to his
domain HR 15
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• Lack of transparency in communication
• Lack of trust
• Lack of fulfillment of commitment by the manager
• Perception: He believed that HR’s cannot solve his problem in
any way
• Improper organizational structure :Lack of autonomy &
privileges to bottom employees to discuss & resolve their
personal issues.
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management
• Project manager should have kept control on his emotions
and waited till the results of the interview came out
Conflicting statements
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“ No need to worry. You “ Our Company’s policy
can decline your proposal says that while
from Sheela & also from recruitment it’s the
other teams if coming to interviewer who decides
you. Interview is just a the final selection. The
formality. You are in. Now panel of your interviewers
don’t think about your is not ready to hire you.
interviews much & They have an opinion that
concentrate on your the task to which you were
projects. We have lot of going to be assigned is
expectation from you ” different from your current
profile & does not meet
their expectation ”
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• Open door policy should be implemented
• They should have a well expertise team to carry out
employee counseling & manage stress
• HR department should train their managers about of
maintaining transparency, accountability, credibility
& autonomy within employees
• Feedback should be collected from employee when
they are leaving about the reason for leaving
• HR Dept. should train managers without MBA about
communication barriers
• All employees who are undergoing resignation
process should be examined well. They should track
their details & come up with report & analyze all
types of circumstances to encounter such problems 19
before hand & optimize them.
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PSGIM, Coimbatore Effective Communication
Conclusion
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• Maintaining effective communication, transparency&
sticking to commitment plays an important role
• Doubts of the bottom line employees should be
clarified
• Employee should have faith in organization
• Organizational structure should be simplified so that
the employees can sort out the problems with HR easily
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PSGIM, Coimbatore E-procurement system of Honeywell & Vedanta
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Questions Please ????
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