COMMUNICATION FAILURE

CASE STUDY

Caselet 1 Mr. and Mrs. Basu went to Woodlands Apparel to buy a shirt. Mr. Sharma

did not read the price tag on the piece selected by him. At the counter, while

making the payment he asked for the price. Rs. 950 was the answer.

Meanwhile, Mrs. Basu, who was still shopping, came back and joined her husband.

She was glad that he had selected a nice black shirt for himself. She pointed out

that there was a 25% discount on that item. The counter person nodded in

agreement.

Mr. Basu was thrilled to hear that “It means the price of this shirt is just Rs. 712.

That’s fantastic”, said Mr. Basu. He decided to buy one more shirt in blue color. In

no time, he returned with the second shirt and asked them to be packed. When he

received the cash memo for payment, he was astonished to find that he had to pay

Rs. 1,900 and Rs. 1,424.

Mr. Basu could hardly reconcile himself to the fact that the counter person had

quoted the discounted price which was Rs. 950. The original price printed on the

price tag was Rs. 1,266.

Q.1 Identify the three sources of Mr. Basu’s Information.

Ans: The three sources of Mr. Basu’s information were:

 1. Wife

2. Price tag

3. Cash memo

Q.2 Discuss the main filter involved in this case.

Ans: Following are the main filters involved in this case.

1. Mr. Basu didn't have the original price of the shirt.

2. Mr. Basu asked the billing clerk to make the payment of the shirt.

3. Mr. Basu and the billing clerk confirm the 25% discount on shirt price

without asking the original price printed on the shirt.

4. Mr. Basu decided to buy one more shirt for him.

5. In spite of telling original price of shirt Mrs Basu told Mr Basu only about

the scheme of 25% discount on shirts

Q.3 What should Mr. Basu have done to avoid the misunderstanding?

Ans:1. Initially Mr. Basu has not seen the price tag of the shirt which was selected

by him.

2. He could have asked the counter person that whether it is discounted price or

original price and their should be interpersonal communication between Mr. Basu

and the counter person so that they can clear their doubt if they have any.

Q.4. Who is to blame for this communication gap? And why?

Ans: THE COUNTER PERSON, for not having told Mr Basu that he was saying the

discounted price.when Mr Basu said that the price is just Rs. 712. the counter

person should have told him that he was wrong.Plus it is also Mr Basu's mistake for

not having seen the price tag.

Q. Listening plays a huge role in effective communication. please support this

statement with examples.

Ans: Hearing is the physical ability, while listening is a skill. Listening skills allow

one to make sense of and understand what another person is saying. In other

words, listening skills allow people to understand what someone is talking about-the

meaning behind the words.

Good listening skills make workers more productive. The ability to listen carefully

allows workers to better understand assignments they are given. They are able to

understand what is expected of them by their management.

The ability to listen and to comprehend also allows workers to build a strong

rapport with coworkers, managers, and clients. Employers and managers have

confidence in workers that can listen to instructions and then do what is expected

with minimal follow-up. Good listeners also have a better track record resolving

problems with customers.

A good listener knows that being attentive to what the speaker doesn't say is as

important as being attentive to what he does say. Look for nonverbal cues such as

facial expressions and posture to get the full gist of what the speaker is saying.
So in summary the main point is A conversation between people cannot occur

without a response. Active listening requires careful responses which are made

possible with comprehending and retaining. An active response should show that

we understand what the other person has said, have paid attention to their

words and also read their non-verbal cues.

If we are talking about examples then well i am a student let’s take an example of

it and if we are talking about student then we should be aware of a student’s life is

not just about college and say if we are taking different scenarios then scenario

we are talking about is the CLASSROOM so when ADITI MAM is taking our english

class she often calls out some student to talk in front of everyone now i believe it’s

not just about teaching to overcome stage fright but also encourage the students

to be a good listener and not interrupt the speaker which i accept i did some

nonsense talking while someone is speaking which i now understand is wrong so now

if a person interrupts interrupts he is not just interrupting the speaker but also

the conversation carried out will be not as efficient.

ASSIGNMENT BY VIVEK GAURAV

SEC-B