Effective Communication. What is non-effective communication?
Casestudy on effective communication
-
Upload
syed-iftikhar-ali-shah -
Category
Business
-
view
1.209 -
download
9
Transcript of Casestudy on effective communication
A case study on
Effective Communication should be developed through Trust
1
Business Communication
• 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.
Fri30 MAY
BENCH
MARK 2014
Effective Communication
Case Overview
3Fri
30 May
BENCH
MARK 2014
Effective Communication
4Fri
30 May
BENCH
MARK 2014
Effective Communication
Characters in Case
Mr. Shantanu BannerjeeB.tech,Punjab UniversityDesignation: Project TraineeInternship: 6 months
Mr. Shyam KumarDesignation: Domain LeadExperience: 13 years
Business Head
Domain Lead
Team Lead
Project Manager
Trainee, Engineers
Mr. Ravi SharmaDesignation: Project ManagerExperience: 9 years
Case Overview
5
PSGIM, Coimbatore
Fri30 May
BENCH
MARK 2014
Effective Communication
Work Profile:• Simulating and mending circuits• Development & validation
Mr. Shantanu Bannerjee
Achievements1. He was given the in charge of entire procurement team & reviewing
electronic items2. 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
6
PSGIM, Coimbatore
Fri30 My
BENCH
MARK 2014
Effective Communication
Mr. Shantanu Bannerjee
Mr. Satyajit KhuranaDesignation: Senior EngineerExperience: 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
7
PSGIM, Coimbatore
Fri30 May
BENCH
MARK 2014
Effective Communication
Mr. Shantanu BannerjeeMs. 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
8
PSGIM, Coimbatore
Fri30 May
BENCH
MARK 2014
Effective Communication
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
9
PSGIM, Coimbatore
Fri30 MAY
BENCH
MARK 2014
Effective Communication
“ 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
10
PSGIM, Coimbatore
Fri30 May
BENCH
MARK – 2 0 1 14
Effective Communication
Mr. Shantanu Bannerjee
11
“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
BENCH
MARK – 2 0 1 14
Fri30 May
Case Overview
12
PSGIM, Coimbatore
Fri30 May
BENCH
MARK – 2 0 1 4
Effective Communication
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
13
PSGIM, Coimbatore
Fri30 May
BENCH
MARK – 2 0 1 4
Effective Communication
Shantanu’s Perception
Mr. Shantanu
HRCannot help
Teaching Notes14
PSGIM, Coimbatore
Fri30 May
BENCH
MARK – 2 0 1 4
Effective Communication
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
15
PSGIM, Coimbatore
Fri30 May
BENCH
MARK – 2 0 1 4
Effective Communication
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.
16
PSGIM, Coimbatore
Fri30 May
BENCH
MARK – 2 0 1 4
Effective Communication
Mistakes committed by the management
17
PSGIM, Coimbatore
Fri30 May
BENCH
MARK – 2 0 1 4
Effective Communication
• 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 ” 18
PSGIM, Coimbatore
Fri30 May
BENCH
MARK – 2 0 1 4
Effective Communication
“ 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
19
PSGIM, Coimbatore
Fri30 May
BENCH
MARK – 2 0 1 4
Effective Communication
• 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
20
PSGIM, Coimbatore
Fri30 May
BENCH
MARK – 2 0 1 4
Effective Communication
21
E-procurement system of Honeywell & VedantaBEN
CHM
ARK – 2 0 14PSGIM, Coimbatore
Fri30 May
Questions Please ????