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Big Data Analysis on Effective Communication Skills and Personal Grooming

—A Key to Managers and Supervisors in Business Enterprises and Retail
Outlets in Vellore and Katpadi: Proce...

Chapter · January 2019

DOI: 10.1007/978-981-13-3329-3_29

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 Big data analysis on effective communication skills and
personal grooming- A key to managers and supervisors in
business enterprises and retail outlets in Vellore and
Katpadi

S.Horizan Prasanna Kumar 1, *J.Karthikeyan2

1
Department of English and Foreign Languages,SRM Institute of Science and Technology,
Chennai, India. +91 9894289452: horizan.s@ktr.srmuniv.ac.in
2
SSL, Vellore Institute of Technology, Vellore-632014, India.
+91 9994444766: jkarthikeyan@vit.ac.in

Abstract: Communication skills and personal grooming are interwoven and

considered to be predominant among other managerial skills. These skills add
flavour to the in-depth business knowledge of an entrepreneur to a sales
person involved in any business enterprises. To a person of marketing it is
very much in need not only to please its customers but also to take the
message of the company and products to the market. A survey to learn its
importance directly from business outlets and enterprises will definitely help
young learners to understand its nature and prominence from the root. This
will mould them to be a better tycoon in near future. Their findings may help
existing business to nurture by modifying their set back and to train their
future employees with high standards that pleases the market.

Key Words: Sales person, Managerial skills, survey, communication, personal

grooming

1 Introduction

In the world of business, competition is inevitable. There is no short cut to success in

business other than distinctiveness in every aspect of sustaining the needs of the
customer. In today’s digital age, communication is effortlessly done in plentiful
setups, but it’s also important to realm the competency to verbally communicate as
well. When communication lines are bare between business men and its customers, it
can unswervingly distress the sales of the business. When a business man effectively
communicates to forecasts and clients how its products and services can benefit them,
it converts forecasts into clients. Good communication ultimately boosts the bottom
line of a business. Clearly, the benefits of communication in a business are bountiful,
and in fact it’s hard to visualize any kind of success at all short of it. No matter what
kind of business you have, and whether it’s big or small, one of the single most
important factors of triumph is communication and how you impress customers [1]
with your impressive style of appearance.
2 Research Design

Fig1: Research Design

The research design [2] is formulated to ensure the quality of the work
at every stage. It helps the researcher to go step by step, which leads to
the success of the survey without any deviation. It also confirms
whether the survey and documentation are in sequence as per the
standards of any researches. A complete understanding of the business
scenario with emphasize to communication skills is dealt in the
background of the study. More knowledge about the role of
communication skills among managers and store in-charges will be
understood by means of literary study. Target group is fixed to limit the
focus of the study. Geographical location is fixed on the basis of
feasibility to meet and collect data in person. It is believed that the
outcome of this survey would be very useful for the local enterprises
and business investors to think about enhancing effective
communication skills among their managers who really run the
business.

3 Background of the Study

Vellore and Katpadi are the twin towns. Vellore is the headquarters of Vellore District
which is an upcoming business city. This district is known for its world class finished
leather goods industries. In addition to this lot of fabrication industries that supports
huge machineries and boilers manufacturing plants are located across the district.
These twin cities have India’s top Hospital- Christian Medical College and Hospital,
Vellore Institute of Technology, Golden Temple, Fort, Biggest Mosque, Oldest
Church and lot many pilgrimage centres. These attractions, educational institute and
hospitals attract millions of visitors every year to these towns. Increase in population
flow paves way for India’s renowned chain of stores, branded outlets, Multinational
chain of Restaurants, Hotels, spa’s and travel agencies. These business enterprises
invest a huge sum to showcase their best products and services offered to their
customers. They try unique marketing methods to reach and satisfy their customers.
But the efforts taken by the investors sometimes miserably fail because of their staff,
employed to run the business. With continuous monitoring on these employees, one
can understand that the work commitment of these employees is positive. But when it
comes to the way of their communication and approach, things goes erroneous. Some
huge invested businesses ended up miserably due to poor customer friendly relations
the store employee had with their customers. This feedback is not purely unanimous,
but derived from entrepreneurs, sales managers and investors. A study of this kind
will help young learners to understand the existing employee qualities and the learning
outcome of this study may be useful for them to their future business dreams.
Moreover suggestions can be carried to those business enterprises and outlets which
need guidance.

4 Literary Survey

An informal study and analysis would be of great help to identify the existing problem
among the Business enterprises and outlets and suggesting measures would be of great
help for boosting business among these enterprises. So clear understanding of earlier
surveys and literature reviews would of great support to proceed further. Most of the
studies conducted on the communication skill for the managers in various business
organizations have been reviewed in the following section. The survey [3] which was
conducted in Dhaka, Bangladesh among local private business concerns mainly
focused on need for communication skill among executives in various business
organizations related to their profession. Questionnaire was used to collect data and
licker scale method was adopted. Initially 250 executives working in 10 private
business organizations were chosen for this survey. Among which 50 executives were
selected from top level and 75 executives were from mid-level and the rest of 125
were selected from bottom level performance. The findings of this survey revealed
that majority of the executives have positive opinion about communication skill. This
is because the majority of the organizations where they work, train them intensively
on communication skills. Some of the executives were dissatisfied with
communication skill training offered to them. Finally this study reveals how important
is communication skills for their career and profession.
A study was conducted [4] with 225 employees who were graduates selected from the
Universities in Turkey and worked at Banks. It focused on the notion of leadership
styles and communication competency of bank managers on their job satisfaction in
Turkish banks. Data was collected using the questionnaires and analysis was made
using SPSS tool. This study included 53% of Female and 47% of men. Approximately
83% of participants were below the age of 40. The result revealed that the employees
had good leadership style and competent enough to communicate with their
colleagues and customers in the banks. [5]Another study revealed that strong
communication skills not only helped to succeed at workplace but also to achieve in
their career of education. One hundred and eighty human resource managers from
various business organizations and three hundred and eleven business school
instructors from nine colleges in Minneapolis and St. Paul, Minnesota were involved
in this survey. They were given twenty four questions and the data was collected
through cross sectional design. Random sampling method was used to analysis the
data collected from forty four managers and forty four professors.
[6] Study conducted on students generic skills development in industrial training
revealed that the students clearly understood that though integrated theory and
practice is needed in a real workplace, having good communication skill is necessary
for success. The researcher used both the quantitative and qualitative method and the
data was collected at the Pre study phase, which is before the commencement of the
course and the other post study phase which is towards the end of the industrial
training. Data was collected from thirty engineering students who took that course.[7]
studies reflects that speaking is most important skill to the Human Resource
Development. Data from One hundred and thirty six HRD persons from different
multinational companies in Malaysia were collected using Questionnaire. This study
recommended companies to emphasise on speaking skills and to HRD trainees in
various organizations in Malaysia. [8] Research exposed the need for advanced level
of English knowledge for recruiting manager and others top officials. The study also
emphasised the need for written and oral skills. Success of a business organisation is
calculated by the effective communication skill used by employees working in that
company.
Csapo, N., & Featheringham, R. D.[9]study disclose the survey conducted for five
year 2000-2004 by a public University in Midwest which mainly focused on how
communication skills are most value for the executives in business organisations and
graduate students. Questionnaire was used to through the mail send to three hundred
and sixty two alumina students during the year of 2005. The result of this study
reveals that Communication skills are very much in need at the workplace and
Graduates without communication skill cannot succeed with just technical skill.
Mallett-Hamer, B. study [10] aimed at finding out communication gap between the
leaders, the supervisors and the customer service representatives in business
organisations. The data was collected quantitatively through the drop- off –survey by
asking multiple choice questions asked face to face to the supervisors, customer
service representatives and organisations leader. The result shows that all the
organisations were satisfied with communication between their employees except few
roomers. A survey conducted by the University of Southern Maine [11], identified that
listening skill is the most significant skill to every organisational staff and supervisors.
Eight hundred and fifty two employees of this University were chosen as samples to
identify which skill is important at the workplaces. Both quantitative and qualitative
analyses were followed and the questions were send through Email and survey
monkey. The data was analysed through IBM and SPSS statistics tools.

5 Limitations of the Study

This analysis [12]was subjected to the managers and supervisors heading the business
enterprises and stores. Five areas were concentrated that will give us an overall
understanding of the person concerned. They are
1. Way of Approach- Approach of the manager/supervisor towards the
customers
2. Communication skill- Effectiveness of verbal and non-verbal communication
3. Information shared- whether the manager/supervisor gives customized info
about the product the customer ask for.
4. Appropriate answers for the questions- whether the manager/supervisor gives
relevant and useful info regarding the product the customer asks for.
5. Appearance (Dress/Personal Grooming…)- external appearance and personal
grooming of the manager/supervisor.

6 Field Survey

Quantitative data gathering method [13] is adopted to gather data that includes
observing and recording well-defined events, obtaining relevant data from
management information systems and administering surveys with closed-ended
questions

Fig.2 List of Student’s conducted the survey

 Fig.2.A. List of Enterprises where the survey was conducted

Fig.3. List of managers involved in this survey

7 Findings and Analysis

The survey results reveal that the present status of managers in Vellore and Katpadi
with reference to their Way of Approach, Communication skills, information shared,
Appropriate answers for the questions and Personal Grooming. Each module is rated
in the scale of four as very good, good, not bad and very bad.

Fig. 4 Fig.5
 Fig.6 Fig.7

Fig.8

Fig.4. shows that majority of the managers and supervisors in Katpadi and Vellore
have a good way of approach. 25% among them are rated very good and 19% are
found not bad which indicates that they need improvement by means of rigorous
trainings. None of their approach is found very bad. Fig.5. indicates that 20% of
managers have a very good communication skill both verbal and non-verbal and 53%
are found good. 25% of them need attention as they are in “not bad’ category. 2% of
them are found bad hence special attention needs to be given to these employees.
Overall result shows that their communication skill needs to be improved.
Fig.6. reveal that 60% of the managers and supervisors are found good for sharing
information related to the products they sell. They have deep knowledge about their
products and help buyers by giving sufficient inputs regarding it. 25% are found very
good and 14% fall under not bad category. Only 1% is found bad in sharing
information as they were newly employed and with little education. Fig.7. show that
48% of managers are good in giving appropriate answers for the questions raised by
the customers and 29% are found very good by impressing their clients by going an
extra mile. 22% of them needs serious attention as relevance lacks. 1% of managers
gave totally inappropriate answers.
Fig.8. It is well noticed that 43% of managers and supervisors in Vellore and Katpadi
in general have a good sense of dressing and personal grooming. 41% of them are
perfect match for their business as they are very good. Another 16% is found not bad
and they need special attention by means of training and development.

8 Recommendations

This survey is not only an eye opener for the budding graduates to understand the
essential managerial skills. It also helped the investors and entrepreneurs to identify
areas which need focus for their supervisors and managers. Training in these areas
would help them to be better and outshine in their job. It is recommended to add
Business training programs, soft skill training and communication development
programs at the earliest to enrich their customer relationship which directly leads to
successful business. Effective use of social media is also a good way for informal
development of spoken skills. The development of proper feedback system would also
enable the managers to be perfect in that area.

9 Conclusion

Success of a business depends on the business skills the employee and investor has.
To out shine in the global business one has to update and incorporate the key skills
required to satisfy clients. Continuous training and exposure to product updating will
keep up the business in this tough competitive world. Students should be motivated to
conduct studies and surveys for two reasons. One is to get awareness of current trends
in business and to suggest the existing business enterprises the ups and downs. It will
be a win-win strategy for both students and the investors.

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