Your letter of the 23rd, with a cheque for Rs. 25,000 on account, is to hand. We note what you say as to the difficulty you experience in collecting your outstanding accounts
Your letter of the 23rd, with a cheque for Rs. 25,000 on account, is to hand. We note what you say as to the difficulty you experience in collecting your outstanding accounts
Your letter of the 23rd, with a cheque for Rs. 25,000 on account, is to hand. We note what you say as to the difficulty you experience in collecting your outstanding accounts
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Business Communication Skills
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CASE I- A Reply Sent to an
Erring Customer
Dear Sir,
Your letter
of the 23rd, with a cheque for Rs. 25,000/- on account, is to hand. We note
what you say as to the difficulty you experience in collecting your outstanding
accounts, but we are compelled to remark that we do not think you are treating
us with the consideration we have a right to expect. It is true that small
remittances have been forwarded from time to time, but the debit balance
against you has been steadily increasing during the past twelve months until it
now stands at the considerable total of Rs. 85,000/- Having regard to the many
years during which you have been a customer of this house and the, generally
speaking, satisfactory character of your account, we are reluctant to resort to
harsh measures. We must, however, insist that the existing balance should be
cleared off by regular installments of say Rs. 10,000/- per month, the first
installment to reach us by the 7th. In
the meantime you shall pay cash for all further goods; we are allowing you an
extra 3% discount in lieu of credit. We shall be glad to hear from you about
this arrangement, as otherwise we shall have no alternative but definitely to
close your account and place the matter in other hands.
Yours truly,
Questions:
1. Comment on the appropriateness of the
sender’s tone to a customer.
2. Point out the old – fashioned phrases and
expressions.
3. Rewrite the reply according to
the principles of effective writing in business.
Case II - Advertising
Radio FM Brand
A young, gorgeous woman is
standing in front of her apartment window dancing to the 1970s tune, “All Right
Now” by the one – hit band free. Across
the street a young man looks out of his apartment window and notices her. He moves closer to the window, taking
interest. She cranks up the volume and
continues dancing, looking out the window at the fellow, who smiles hopefully
and waves meekly. He holds up a bottle
of wine and waves it, apparently inviting her over for a drink. The lady waves back. He kisses the bottle and excitedly says,
“Yesss.” Then, he gazes around his
apartment and realizes that it is a mess. “No!” he exclaims in a worried tone
of voice. Frantically, he does his best
to quickly clean up the place, stuffing papers under the sofa and putting old
food back in the refrigerator, He slips on a black shirt, slicks back his hair, sniffs his armpit, and lets
out an excited , “Yeahhh!” in eager anticipation of entertaining the young
lady. He goes back to the window and
sees the woman still dancing away. He
points to his watch, as if to say “Come on.
It is getting late.” As she just
continues dancing, he looks confused.
Then a look of sudden insight appears on his face, “Five,” he says to
himself. He turns on his radio, and it
too is playing “All Right Now.” The man
goes to his window and starts dancing as he watches his lady friend continue
stepping. “Five, yeah,” he says as he
makes the “okay” sign with his thumb and forefinger. He waves again. Everyone in the apartment building is dancing
by their window to “All Right Now.” A
super appears on the screen: “Are you on the right wavelength?”
Questions:
1.
What is non – verbal communication? Why
do you suppose that this commercial relies primarily on non-verbal
communication between a young man and a gorgeous woman? What types of non – verbal communication are
being used in this case?
2.
Would any of the non-verbal communications in this spot (ad) not work well in
another culture?
3.
What role does music play in this spot? Who is the target market?
4.
Is the music at all distracting from the message?
5.
How else are radio stations advertised on TV?
CASE III -EMPLOYMENT INTERVIEW OF R P SINHA
Mr. R P Sinha is a MBA. He is being interviewed for the position of
Management Trainee at a reputed company.
The selection committee’s is chaired by a lady Vice – President. Mr. Sinha’s interview was as follows:
Committee:
Good morning!
Mr.
Sinha: Good morning to Sirs and Madam!
Chairperson:
Please, sit down.
Mr.
Sinha : Thank you (sits down at the edge of the chair, keeps his portfolio on
the table)
Q.
Chairperson: You are Mr. R. P. Sinha
A
Sinha: Yes, Madam. This is how I am
called.
Q.
Chairperson: You have passed MBA with 1st Division.
A.
Sinha: Yes, Madam.
Q.
Chairperson: Why do you want to work in our organization?
A
Sinha: It is just like that. Also,
because it has good reputation.
Q.
Member A: This job is considered to be quite stressful. Do you think you can manage the stress
involved.
A.
Sinha: I think there is too much talk about stress these days. Sir, would you tell clearly what you mean by
stress? I am very strong for any stress.
Q.
Member B: What are your strengths?
A.
Sinha: Sir, who am I talk boastfully about my strengths. You should tell me my strengths.
Q.
Member C: What are your weaknesses?
A.
Sinha: I become angry very fast.
Q.
Member A: Do you want to ask us any questions?
A
Sinha: Yes Sir! What are the future
chances for one who starts as a management trainee?
The member tells M. Sinha the
typical career path for those starting as Management Trainee. The Chairperson thanks Mr. Sinha. Mr. Sinha promptly says in reply, “you are
welcome,” and comes out.
 |
| Your letter of the 23rd, with a cheque for Rs. 25,000 on account, is to hand. We note what you say as to the difficulty you experience in collecting your outstanding accounts |
Questions:
1. Do you find Mr. Sinha’s responses to
various questions effective? Give reasons for your view on each answer given by
Mr. Sinha.
2. Rewrite the responses that you consider
most effective to the above questions in a job interview.
3. Mr. Sinha has observed the norm of
respectful behavior and polite
conversation. But, do you think there is
something gone wrong in his case? Account
for your general impression of Mr. Sinha’s performance at the interview.
Case IV - Outsourcing Backlash Gets Abusive, Ugly
I don’t want to speak to you.
Connect to your boss in the US,” hissed the American on the phone. The young
girl at a Bangalore call centre tried to be as polite as she could. At another call centre, another day, another
young girl had a Londoner unleashing himself on her, “Young lady do you know
that because of you Indians we are losing jobs.” The outsourcing backlash is
getting ugly. Handling irate callers is the new brief for the young men and
women taking calls at these outsourced job centers. Supervisors tell them to be
“cool”. Avinash Vashistha, managing partner of NEOIT, a leading US-based
consultancy firm says,” Companies involved in outsourcing both in the US and
India are already getting a lot of hate mail against outsourcing and it is
hardly surprising that some people should behave like this on the telephone.”
Vashistha says Indian call centers should train their operators how to handle
such calls. Indeed, the furore raised by the western media over job losses
because of outsourcing has made ordinary citizens there sensitive to the fact
that their call are being taken not from their midst but in countries, such as
India and the Philippines. The angry outbursts the operators face border on the
racist and sexist, says the manager of a call center in Hyderabad. But
operators and senior executives of call centers reguse to go on record for fear
of kicking up a controversy that might result in their companies’ losing
clients overseas. “It’s happening often
enough and so let’s face it,” says a senior executive of a Gurgaon call centre,
adding, “This doesn’t have any impact on business.”
Questions:
- ssume
you are working as an operator at a call centre in India and are receiving
irate calls from Americans and Lodoners. How would you handle such calls? Conceive
a short conversation between you and your client, and put it on paper.
- “Keep
your cool.” What does this mean in term of conversation control?
- Do
you agree with the view that such abusive happenings on the telephone do
not have any impact on business? Justify
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