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.