Devox (India) Ltd- Case Study in Communication

8/17/2019 Devox (India) Ltd- Case Study in Communication

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Devox

(India) Ltd.An Analysis –

The profle o anEectiveCommunicator


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Characters

Rahul

Mr. Oberoi

Mrs. Oberoi

Mr. Sharma

Mr. Khare


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Rahul

Convincing !olite

Calm" Cool

#lexible" Smart" Clever

$ses %ro%er gestures

&ssertive statements


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Rahul

'ives O%tions

ehaves as a %roessional

sales%erson

Communication is audienceconscious

Kno*s *hat" *hen and ho* much tosa+


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Rahul

,O$- attitude o s%eaer /im%ortant dimension o bi0communication 1 interest o the listener2..

&udience 1 directed communication2 assures o inorming Mr. Oberoi over%hone .. Call bac

3one o sincerit+ / convincing ..Msg. must be %erceived b+ the audience as atrue and reliable statement o intentions


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Mr. Oberoi

Con4dent " %ersisting

&ir o a *ell/dressed" relaxed

M5C executive

$nable to ee% his cool *hile

%ressing his %oint

#lares u% 6 im%atient


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Mr. Oberoi7s &ttitude

8is dress (shorts 3/shirt)

Choice o colours (bric red hai)

St+le o shorts ( Long)

Sandals (Casual)


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Mr. Oberoi

5ot a %ersuasive communicator

3ries to orce the issue 1 not in goodtaste

3hroughout exhibits a sense oarrogance / an act to hide his hel%lessness

ecomes emotional / 9uestions absurdit+o *hole situation

etra+s *eaness 1 gives u% argumentand %ur%ose o changing the %air b+ dro%%ingthem on the :oor

Inconsistent in reasoning


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Mr. Oberoi

&%%roach &ttitude 1 Customer"Su%erior

Lacs dimensions o communication 1

→Coherence" logic tone o %ersuasivereasoning

5ot %ersuasive enough

8e assumes that as a customer he is

al*a+s rightConversation *ith Mrs. Oberoi reveals

that he believes that things can beorced.


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Mrs. Oberoi

;erbal communication 1 brie

Man+ details rom non/verbal mode

Chooses to sta+ a*a+ rom sceneo dialogue 1 excuse *indo*

sho%%ing

Silence is deliberate


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Mrs. Oberoi

Communicates her a*areness thatattem%t to return shoes is o nouse

Clothes %urse communicate hernature %ur%ose o accom%an+ingher husband 1 to do her own

sho%%ing

$ses short assertive sentences.3hins s%eas more lie Rahul


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Mr. Sharma

Clear 1 about his role his%ur%ose

!olite" 4rm" better listener

5ot communicating deliberatel+

Strategic in his intervention


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Mr. Sharma

Conscious o his role to resolvethe issue at the con:icting stage

Does not begin b+ telling Mr.Oberoi he *as *rong


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Mr. Sharma

Sho*s abilit+ as a9uestioning communicator

Does not 9uestion the abilit+

Does not embarrass


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Mr. Sharma

Kno*s the strategies o e=ectivecommunication

Does not directl+ contradict

Does not go about convincing

Im%ersonal communication /est suited to negativesituations


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Mr. Sharma

Strateg+ 1 divert the to%ic o discussion ata crucial >uncture

Moves rom shoes to recei%t 1

%s+chological move. 'ives ho%e as a%ossible condition

?ithdra*s rom scene taing Rahul *ithhim giving im%ression o urther

discussion

+ creating time ga% enables Rahul toreturn *ith 4nal resolution. Directl+involves Mr. Oberoi


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Mr. Khare

!roessional in his advice

Senior to >unior communication

&%%ears more an order than a %ieceo sim%le advice

uses >argon to >usti+ discrimination1 conve+s shre*dness / a%%l+common sense to mareting %olic+


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Rahul

?ritten communication 1 actualre%orting

&ccurate account o incident 1single" chronologicall+ organi0ed%aragra%h 1 %ending decisions

rie to the %oint

Sim%le conversational language


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Rahul

Importance o Rahul’s spoen an! writtenlanguage – use o assertive orm osentences an! choice o *ords

Characteristic o his language is related to his

personality as a rational cool/headed person"#is proessional training an! culture as a

salesperson activate his communication with $his customer % &r" '(eroi% an! his senior &r")hare"

All along he is conscious o his relationshipwith his customer% hence he a!!resses him as*Sir7 while conversing with &r" '(eroi"


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Rahul

@=ective communicator 1

→able to dramati0e his%ersonalit+ through language

→%resents himsel as a *ellorgani0ed" clear headed"smart sales executive


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Conclusion

Communication is successul onl+*hen %ur%ose is ul4lled

!ur%ose o communication ma+ beto 1 inorm" %ersuade" motivate

In each situation" there is a

%ositive change intended 1attitude6 %erce%tion6 belie in thetarget audience in a desiredmanner


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Conclusion

$ltimate anal+sis" all businesscommunication is 1

→mani%ulative"

→%ur%osive

→goal 1 directed

3he measure o communicatione=ectiveness 1 extent / 4nal goal is

achieved

?as Mr. Oberoi successul in his %ur%oseA


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Conclusion

&ll characters communicate /verball+ non/verball+

;erbal 1 s%oen *rittenorms

→3o exchange thoughts" inorm"argue" convince" advise instruct


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Conclusion

#ull orce o verbalcommunication /

→given b+ %ersonalit+ ocommunicator


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+ersonality o communicator

,Combination o 1

→Dress

→'estures" bod+ language

→tone" clarit+ o a%%roach

→understanding o sub>ect matter

→silence" humour aggressiveness

Devox (India) Ltd- Case Study in Communication

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