A case study on

Effective Communication should be developed through Trust

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Business Communication

NewGate India Hyderabad, Andhra Pradesh- 500038

Website: www.newgate.in

Email: contact@newgate.in Slideshare URL :

http://www.slideshare.net/newgateindia

• Importance of communication in business

• Understanding unethical practices in business

• Transparency, Credibility & accountability are a

• major concern for managers

• Trust is must in an employee driven company

• Commitment is a worth of company’s values

• Effective management is won through loyalty

Purpose of this case

Transparency, credibility and sticking to the commitments is very important while communicating. Effective Communication

is driven through loyalty and trust of the people.

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Case Overview

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Characters in Case

Mr. Shantanu Bannerjee B.tech,Punjab University Designation: Project Trainee Internship: 6 months

Mr. Shyam Kumar Designation: Domain Lead Experience: 13 years

Business Head

Domain Lead

Team Lead

Project Manager

Trainee, Engineers

Mr. Ravi Sharma Designation: Project Manager Experience: 9 years

Case Overview

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Work Profile:

• Simulating and mending circuits

• Development & validation

Mr. Shantanu Bannerjee

Achievements 1. He was given the in charge of entire procurement team & reviewing

electronic items 2. He found flaws in inventory system .optimized it using software and

reduced the whole project life cycle time by 23% 3. His inventory model was accepted & implemented by other teams 4. His manager rewarded him for his innovation

Strengths

• Very good at performing task • Committed to all deadlines • Mend and verify circuit better than anyone

else in the team al though being a fresher

Case Overview

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Mr. Shantanu Bannerjee

Mr. Satyajit Khurana Designation: Senior Engineer Experience: 3 years

Opinion

• Shantanu got more priority over other trainees

• He interacted with client overseas • He was in the lime light for a while • Some senior team members were not

happy • His dynamism & progress were taken

as a threat to prestige & position of other team members

“Shantanu was very talented and technically expert. Once you provide him with the objective, he does that before the stipulated time with perfection. There is no need of any mentor or supervisor to guide him. He knew his work, deadlines and how to make it done”

Case Overview

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Mr. Shantanu Bannerjee Ms. Sheela,Project Manager

Sheela: “Hi! Am I speaking to Mr. Shantanu

Shantanu: “Yes, Shantanu Speaking”

Sheela: “We have an urgent opening for project trainee. Your CV has been shortlisted. You would be hired after undergoing 2 rounds of technical PI.Kindly let me know if you are interested. But the condition apply only when you are not being hired by the current team or any other team” Shantanu: “Thanks sheela. I would talk to my manager regarding the same and revert back in case they are not hiring me”.

Case Overview

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Mr. Shantanu Bannerjee Mr. Ravi Sharma

• So he had a talk with his current manager, Mr. Ravi who asked his manager Mr. Shyam Kumar about the vacancy

• Within 2 days he got a reply that Mr. Ravi & his manager are very satisfied with his performance

• Mr. Ravi informed him that Shantanu’s training period will be extended to 3 months & will take him as a permanent employee

• They were ready to hire him at any cost • They said that there will be an interview as a formality and

either of them will be there

Statements by Mr. Ravi

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“ No need to worry. You can decline your proposal from Sheela & also from other teams if coming to you. Interview is just a formality. You are in. Now don’t think about your interviews

much & concentrate on your projects. We have lot of expectation from you. One of our team

members will be in the panel to take care.

Shantanu in Interview

• Shantanu rejected Miss Sheela’s offer

• Shantanu waited for the day to come…

• During the interview, none of his managers were present

• Shantanu was fired in the interview

• He was asked out of context questions which were not related to his work. Neither he had worked nor did it match with the profile of the work he was about to be assigned.

• Shantanu managed the out of box questions as he was resolving partly the technical disputes of other team

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Mr. Shantanu Bannerjee

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“Why Ravi, I performed well till date. I am having a very good track record for last 5 months & feedbacks were

very good as given by you only. I kept to all my deadlines. You people awarded me. Because of you only I denied sheela’s offer. You only assured me that the interview

was just a formality & I need to concentrate on my work.

“Shantanu,we cannot hire you because you couldn’t perform well in the interview

Our Company’s policy says that while recruitment it is the interviewer who decides the final selection. The

panel of your interviewer is not ready to hire you. They have an opinion that the task to which you were going to be assigned is different from your current profile & does

not meet their expectation. So you can apply for your resignation latest by next 5 days so that it gets updated to the database before your tenure of training ends by

default

Mr. Shantanu

Mr. Ravi

Mr. Ravi

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Case Overview

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Mr. Shantanu Bannerjee Ms. Sheela,Project Manager

Shanrtunu: “Hi Sheela, Shantanu speaking. Earlier you called me regarding a opening in your team. Is it still there”

Sheela: “Shantanu there is no vacancy in our team expected probably till next 6 months”

Shantanu: “Thanks sheela.”

• Shantanu did not ask for the feedback after interview as he was assured that it’s not going to impact anyway.

• He knew that as per company’s policy “Interns are hired temporarily for projects & thus have no assurance about confirmation of their job after completion of the project even if they had performed well.

• He also didn’t have any documentary proof as everything was intended to him orally.

• He could have talked to HR’s, But in his company he knew that HR will only say that if the line managers are not ready then no one can do anything as the entire decision is based on managers.

• Shantanu was helpless.

• Finally he resigned

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Shantanu’s Perception

Mr. Shantanu

HR Cannot help

Teaching Notes 14

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Prior action to overcome the situation

• When the feedback was delayed, Shantanu should have thought about the other odd situations.

• Shantuna should have been very alert for his interview

• He should have talked to HR regarding other vacancies.

• He should have intelligently managed to use the written documents like mail about the assurance given by the manager , so that his claims to HR would have been strong

• He should have talked to his manager’s manager about the issue

• He should have given a trial, to freely convey the same to his domain HR

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Major Communication Barrier

• Lack of transparency in communication

• Lack of trust

• Lack of fulfillment of commitment by the manager

• Perception: He believed that HR’s cannot solve his problem in any way

• Improper organizational structure :Lack of autonomy & privileges to bottom employees to discuss & resolve their personal issues.

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Mistakes committed by the management

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• Project manager should have kept control on his emotions and waited till the results of the interview came out

• He shouldn’t have assured Shantanu, rather should have told him to prepare well without giving any guarantee before hand

• Project manager should have justified Shantanu stating him the actual reasons for not selecting him & should have cleared all his doubts

• He should have conveyed the message with the motive to convince him, till he found that Shantanu was with his statement & was in a position to agree to what he was saying

• Shantanu should have been given with adequate time to make necessary arrangement in the meantime & to make up himself for the cause

Conflicting statements

“ No need to worry. You can decline your proposal from Sheela & also from other teams if coming to

you. Interview is just a formality. You are in. Now

don’t think about your interviews much &

concentrate on your projects. We have lot of expectation from you ”

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“ Our Company’s policy says that while

recruitment it’s the interviewer who decides the final selection. The

panel of your interviewers is not ready to hire you.

They have an opinion that the task to which you were

going to be assigned is different from your current

profile & does not meet their expectation ”

Role of HR & its policy

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• Open door policy should be implemented

• They should have a well expertise team to carry out employee counseling & manage stress

• HR department should train their managers about of maintaining transparency, accountability, credibility & autonomy within employees

• Feedback should be collected from employee when they are leaving about the reason for leaving

• HR Dept. should train managers without MBA about communication barriers

• All employees who are undergoing resignation process should be examined well. They should track their details & come up with report & analyze all types of circumstances to encounter such problems before hand & optimize them.

Conclusion • Maintaining effective communication, transparency&

sticking to commitment plays an important role

• Doubts of the bottom line employees should be clarified

• Employee should have faith in organization

• Organizational structure should be simplified so that the employees can sort out the problems with HR easily

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Questions Please ????