1 devox (india) ltd
TRANSCRIPT
Devox (India) Ltd.An Analysis –The profile of an Effective Communicator
Characters
Rahul
Mr. Oberoi
Mrs. Oberoi
Mr. Sharma
Mr. Khare
Rahul
Convincing & Polite
Calm, Cool
Flexible, Smart, Clever
Uses proper gestures
Assertive statements
Rahul
Behaves as a professional salesperson
Knows what, when and how much to say
Rahul
YOU” attitude of speaker - important dimension of biz communication – interest of the listener …..
Audience – directed communication … assures of informing Mr. Oberoi over phone .. Call back
Tone of sincerity - convincing .. Msg. must be perceived by the audience as a true and reliable statement of intentions
Rahul
Written communication – factual reporting
Accurate account of incident – single, chronologically organized paragraph – pending decisions
Brief & to the point
Simple conversational language
Rahul Importance of Rahul’s spoken and written
language – use of assertive form of sentences and choice of words
Characteristic of his language is related to his personality as a rational cool-headed person.
His professional training and culture as a salesperson activate his communication with - his customer , Mr. Oberoi, and his senior Mr. Khare.
All along he is conscious of his relationship with his customer, hence he addresses him as ‘Sir’ while conversing with Mr. Oberoi.
Rahul
Effective communicator –
→able to dramatize his personality through language
→presents himself as a well organized, clear headed, smart sales executive
Mr. Oberoi
Confident , persisting
Air of a well-dressed, relaxed MNC executive
Unable to keep his cool while pressing his point
Flares up / impatient
Mr. Oberoi’s Attitude Reflected By His Dressing SenseHis dress (shorts & T-shirt)
Choice of colours (brick red & khaki)
Style of shorts ( Long)
Sandals (Casual)
Mr. Oberoi
Not a persuasive communicator, lacks coherence, logic and tone of persuasive reasoning
Tries to force the issue – not in good taste
Throughout exhibits a sense of arrogance - an act to hide his helplessness
Betrays weakness – gives up argument and purpose of changing the pair by dropping them on the floor
Inconsistent in reasoning
Mr. Oberoi
Approach & Attitude – Customer, Superior
Lacks dimensions of communication –→Coherence, logic & tone of persuasive
reasoningNot persuasive enoughHe assumes that as a customer he is
always rightConversation with Mrs. Oberoi reveals
that he believes that things can be forced.
Mrs. Oberoi
Verbal communication – brief
Many details from non-verbal mode
Chooses to stay away from scene of dialogue – excuses for window shopping
Silence is deliberate
Mrs. OberoiCommunicates her awareness
that attempt to return shoes is of no use
Clothes & purse communicate her nature & purpose of accompanying her husband – to do her own shopping
Uses short assertive sentences. Thinks & speaks more like Rahul
Mr. Sharma
Clear – about his role & his purpose
Polite, firm, better listener
Not communicating deliberately
Strategic in his intervention
Mr. Sharma
Conscious of his role to resolve the issue at the conflicting stage
Does not begin by telling Mr. Oberoi he was wrong
Questions Mr. Oberoi, only after giving him a chance to tell his point
Mr. Sharma
Shows ability as a questioning communicator
Does not question the ability
Does not embarrass
Mr. Sharma
Knows the strategies of effective communication
Does not directly contradict
Does not go about convincing
Impersonal communication - Best suited to negative situations
Mr. SharmaStrategy – divert the topic of
discussion at a crucial juncture
Moves from shoes to receipt – psychological move. Gives hope as a possible condition
Withdraws from scene taking Rahul with him giving impression of further discussion
By creating time gap enables Rahul to return with final resolution. Directly involves Mr. Oberoi
Mr. Khare
Brief, clarity of policy, humorous, decisive, certain and firm
Prompt and unimposing in his role as a final advisor
Professional in his advice
Senior to junior communicationUses assertive sentences
Appears more an order than a piece of simple advice
uses jargon to justify discrimination – conveys shrewdness - apply common sense to marketing policy
ConclusionCommunication is successful only
when purpose is fulfilled
Purpose of communication may be to – inform, persuade, motivate
In each situation, there is a positive change intended – attitude/ perception/ belief in the target audience in a desired manner
Conclusion
All characters communicate - verbally & non-verbally
Verbal – spoken & written forms
→To exchange thoughts, inform, argue, convince, advise & instruct
Conclusion
Full force of verbal communication -
→given by personality of communicator
Personality of communicator ?Combination of –
→Dress→Gestures, body language→tone, clarity of approach →understanding of subject
matter→silence, humor, assertiveness
& aggressiveness
The entire act of communication is the index of speaker’s mind, thoughts, concerns and attitudes towards his audience, himself and his subject. The speaker’s whole personality is at work when he seeks to perform as an effective communicator.