Xaviers Institute of Business Management

Studies
MARKS: 80

SUB: Business Communication

N. B. : 1) Attempt any Four Case studies

2) All case studies carry equal marks.

No: 1
A REPLY SENT TO AN ERRING CUSTOMER
Dear Sir,
Your letter of the 23rd, with a cheque for Rs. 25,000/- on account, is to hand.
We note what you say as to the difficulty you experience in collecting your
outstanding accounts, but we are compelled to remark that we do not think you
are treating us with the consideration we have a right to expect.
It is true that small remittances have been forwarded from time to time, but the
debit balance against you has been steadily increasing during the past twelve
months until it now stands at the considerable total of Rs. 85,000/-
Having regard to the many years during which you have been a customer of this
house and the, generally speaking, satisfactory character of your account, we are
reluctant to resort to harsh measures.
We must, however, insist that the existing balance should be cleared off by
regular installments of say Rs. 10,000/- per month, the first installment to reach
us by the 7th. In the meantime you shall pay cash for all further goods; we are
allowing you an extra 3% discount in lieu of credit.
We shall be glad to hear from you about this arrangement, as otherwise we shall
have no alternative but definitely to close your account and place the matter in
other hands.
Yours truly,

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Questions:
1. Comment on the appropriateness of the sender’s tone to a
customer.
ANS: In this letter the sender’s tone to a customer looks to be very rude.
This letter is not a formal. If it’s a formal letter, then the customer
would respond immediately on the concern. But unfortunately the
sender’s expressions from this letter comes to an unexplained issue and
grammatically mistakes of phrases. At the end, the issue remains
unclear to the customer, as this letter doesn’t not contain the proper way
of conveying the problem and the way of presentation of his letter.
2. Point out the old – fashioned phrases and expressions.
ANS:
 With a cheque for Rs. 25,000/- on account is to hand
 But we are compelled to remark
 We note what you say
 We have a right to expect
 Having regards to many years
 The generally speaking
 As otherwise we shall have no alternative
 Place the matter in the other hands.

3. Rewrite the reply according to the principles of effective

writing in business.
ANS:
Dear Sir,

This is with reference to your letter dated 23rd along with cheque for
Rs. 25,000/-. We really regret to know your difficulties that you face
while collecting the outstanding. Kindly cooperate with us.

We acknowledge your remittances received time to time, at present the

increased debit balance in last twelve months stands at the
considerable total amount of Rs 85,000/-. Please keep track of
continuing clearance of Rs. 10,000/- per month, which will be easier
for you to clear the outstanding. Also please make sure that the amount
would reach us by 7th of every month.

Meantime you can avail the goods by paying cash with an extra 3%
discount in lieu of credit. Hope, you’ll be benefited by this. We
appreciate your cooperation and expecting an early positive reply to
avoid any serious situations.
Sincerely,

…………………………………………………………………………………………

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 NO. 2
WAVE
(ATV : Advertising Radio FM Brand)
A young, gorgeous woman is standing in front of her apartment window
dancing to the 1970s tune, “All Right Now” by the one – hit band free. Across the
street a young man looks out of his apartment window and notices her. He
moves closer to the window, taking interest. She cranks up the volume and
continues dancing, looking out the window at the fellow, who smiles hopefully
and waves meekly. He holds up a bottle of wine and waves it, apparently
inviting her over for a drink. The lady waves back. He kisses the bottle and
excitedly says, “Yesss.” Then, he gazes around his apartment and realizes that it
is a mess. “No !” he exclaims in a worried tone of voice. Frantically, he does his
best to quickly clean up the place, stuffing papers under the sofa and putting old
food back in the refrigerator, He slips on a black shirt, slicks back his hair, sniffs
his armpit, and lets out an excited , “Yeahhh!” in eager anticipation of
entertaining the young lady. He goes back to the window and sees the woman
still dancing away. He points to his watch, as if to say “ Come on. It is getting
late.” As she just continues dancing, he looks confused. Then a look of sudden
insight appears on his face, “Five,” he says to himself. He turns on his radio, and
it too is playing “All Right Now.” The man goes to his window and starts dancing
as he watches his lady friend continue stepping. “Five, yeah,” he says as he
makes the “okay” sign with his thumb and forefinger. He waves again. Everyone
in the apartment building is dancing by their window to “All Right Now.” A
super appears on the screen: “Are you on the right wavelength ?”

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Questions:
1. What is non – verbal communication? Why do you suppose that
this commercial relies primarily on non-verbal communication
between a young man and a gorgeous woman? What types of
non – verbal communication are being used in this case?

ANS: The word “non-verbal” means not involving or using words or speech.
Thus, non-verbal communication is the wordless message received through
the medium of gestures, signs, bodily movements, facial expressions, tone
of voice, color, time, space, style of writing, & choice of words. In this case
study, as woman is listening to music in a high volume, verbal
communication wouldn’t have been possible. Hence signs, bodily
movements, facial expressions & medium of gestures are being used to
covey the messages each other.

2. Would any of the non-verbal communications in this spot (ad) not

work well in another culture?

ANS:
 The thumbs-up sign in Japan, means to money or boss.
 In Iran it means something wrong or indecent.
 In Canada, excessive gesturing is generally avoided.
 Sometimes, even in India when we show thumbs – up sign people
think we are asking something or questioning.

4. What role does music play in this spot? Who is the target
market?
ANS:
 As in this case, radio FM brand is being advertised, that’s the reason
for playing music.
 Here in this case the target market is youngsters.

5. Is the music at all distracting from the message?

ANS:
No, the music is not distracting since the title goes well with the
message. The music is in fact the heart of this commercial.

6. How else are radio stations advertised on TV?

ANS:
 Using verbal communication at the end of the ad to promote your
station
 Getting a popular singer to sing the radio station name in a special –
made song.
 Having small fun quizzes for listeners to answer.

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  Making the program more interesting by adding new concept on the
programs conducted.

…………………………………………………………………………………………………

NO. 3
ARVIND PANDEY CAUGHT IN BUSINESS WEB
Arvind Pandey is a project manager at Al Saba Construction Company in
Muscat. It s a flourishing company with several construction projects in Muscat
and abroad. It is known for completing projects on time and with high quantity
construction. The company’s Chairman is a rich and a highly educated Omani.
A German engineer is Arvind’s Vice – President for urban and foreign
construction projects.
Three months ago, Al Saba had submitted a tender for a major
construction project in Kuwait. Its quotation was for $ 25 million. In Kuwait the
project was sponsored and announced by a US – based construction company
called Fuma. According to Al Saba, their bid of $ 25 million was modest but had
included a high margin of profit.
On 25 April, Arvind was asked to go to Kuwait to find out from the Fuma
project manager the status of their construction proposal. Arvind was delighted
to know that Fuma had decided to give his company. (Al Saba) the construction
project work. The project meant a lot of effort and money in planning the
proposed construction in Kuwait.
But before Arvind could tank the Fuma project manager, he was told that
their bird should be raised to $ 28 million. Arvind was surprised. He tried to
convince the Fuma project manager that his (Arvind company had the bast
reputation for doing construction work in a cost effective way . However, he could
always raise the bid by $ 3 million. But he wanted to know why he was required
to do so.
The Fuma manager’s reply was, “That’s the way we do our business in this
part of the world, $ 1 million will go to our Managing Director in the US, I shall
get $ 1 million, you, Mr. Pandey, will get $ 1 million in a specified account in
Swiss Bank.
Arvind asked, “ But why me ?”
“ So that you never talk about it to any one.” The Fuma Project Manager
said.
Arvind promised never to leak it out to any one else. And he tried to
bargain to raise the bid by $ 2 million. For. Arvind was familiar with the
practice of “ pay – offs” involved in any such thing. He thought it was against his
loyalty to his company and his personal ethics.
Arvind promised the Fuma project manager that the bid would be raised
to $ 28 million and fresh papers would be put in. He did not want to lose the job.
He came back to Muscat and kept trying to figure out how he should place
the whole thing before his German Vice President. He obviously was at a loss.

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Questions:
1. Analyze the reasons for Arvind Pandey’s dilemma.
ANS:
 Arvind was in dilemma, because of 2 reasons
 He was asked to raise the project quote by $3millions which was
completely against his loyalty towards the company & his ethics too.
 Also he was surprised when he was offered $1million for which he is
not supposed to share this to anyone else.

2. Does Arvind Pandey really face a dilemma?

ANS: Yes, he faced the dilemma in accepting the offer given by the Fuma
project Manager & also in informing his German Vice President.

3. In your view what should Arvind Pandey do? Should he

disclose it to his German Vice President?
ANS: Yes, personally I feel that he should disclose this matter to his
German Vice President. Because that adds value to his personal ethics
and also in his loyalty towards the company.

Nowadays, some of the people are greedy. When they are financially
offered they would move on to it and go against the company. Cheating
someone will lead into loss in one or the other way. So it’s better to be
always truthful and loyal not only to the company you work, it should
be universal.

………………………………………………………………………………………………….

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 NO. 5
EMPLOYMENT INTERVIEW OF R P SINHA

Mr. R P Sinha is a MBA. He is being interviewed for the position of

Management Trainee at a reputed company. The selection committee’s is
chaired by a lady Vice – President. Mr. Sinha’s interview was as follows:
Committee: Good morning!
Mr. Sinha: Good morning to Sirs and Madam !
Chairperson : Please, sit down.
Mr. Sinha : Thank you (sits down at the edge of the chair, keeps his portfolio on
the table)
Q. Chairperson : You are Mr. R. P. Sinha
A Sinha : Yes, Madam. This is how I am called.
Q. Chairperson : You have passed MBA with 1st Division.
A. Sinha : Yes, Madam.
Q. Chairperson : Why do you want to work in our organization ?
A Sinha : It is just like that. Also, because it has good reputation.
Q. Member A : This job is considered to be quite stressful. Do you think you can
manage the stress involved.
A. Sinha : I think there is too much talk about stress these days. Sir, would you
tell clearly what you mean by stress ? I am very strong for any stress.
Q. Member B : What are your strengths ?
A. Sinha : Sir, who am I talk boastfully about my strengths. You should tell me
my strengths.
Q. Member C : What are your weaknesses ?
A. Sinha : I become angry very fast.
Q. Member A : Do you want to ask us any questions ?
A Sinha : Yes Sir ! What are the future chances for one who starts as a
management trainee ?
The member tells M. Sinha the typical career path for those starting as
Management Trainee. The Chairperson thanks Mr. Sinha. Mr. Sinha promptly
says in reply, “you are welcome,” and comes out.

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Questions:
1. Do you find Mr. Sinha’s responses to various questions effective? Give
reasons for your view on each answer given by Mr. Sinha.
ANS:
No, Mr. Sinha’s responses to Interviewer was ineffective except the greetings
at the beginning. To analyze the answers, let’s take individual responses to
the respective questions.

Q. You are Mr. R P Sinha?

Mr. Sinha replied saying “This is how I am called”. The statement
sounded arrogant and overconfident. The simple “yes” was
sufficed to maintain good first impression but instead, Mr Sinha
projected negative aspect of his personality.

Q. You have passed MBA with first division?

Mr. Sinha’s “Yes” was to the point. However, as the question was
open question, Mr. Sinha, could have added few of his strengths
developed during course which are relevant to job/company
requirement. This would have boosted his chances of getting
selected

Q. Why do you want to work in our organization?

The answer, “It is just like that. Also, it has good reputation” by
Mr Sinha sounds lame, irresponsible and careless. These are the
qualities, which should not be projected in any interview as
organization would see them as negative aspects of personality.
Instead, Mr Sinha had a golden opportunity to prove the
interview committee that, how he is suitable fit for the position,
his enthusiasm, abilities and capabilities would add value to
organization.

Q. This job is considered to be quite stressful. Do you think you

can manage the stress involved?
The answer, “I think there is too much talk about stress these
days. Sir, would you tell clearly what you mean by stress?”
comes across as overconfident and reply. Also, saying that, “I
am very strong for any stress” without giving any example of
managing stress in personal/professional life makes Mr. Sinha
look fake or naïve about stress. Moreover, the response to this
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question is a classic example of “How not to take the control of
interview” as interviewer would have got the negative feeling
about the Mr Sinha

Q. What are your strengths?

Mr Sinha responded saying “Sir, who am I to talk boastfully about
my strengths. You should tell me my strengths”. Alternatively,
the answer could have been, listing strengths that compliments
with the job description and makes him strong contender for the
position. He could have given instances from MBA course, prior
experience or academic projects where his strengths helped him
or his project team to achieve the goals.

Q. What are your weaknesses?

The reply “I become angry very fast” from Mr Sinha is direct
confession for being unfit for working in team. Also, the
corrective measures are missing to justify how he is overcoming
it. Ideally, Mr Sinha could have mentioned one of his strength
that can be looked as weakness and actions he is taking to
subdue the effect. This way, he could have emphasized on the
fact that though he has weakness but it has minimal effect on
achieving team/job/organization goals.

Q. Do you want to ask us any questions?

The closure question of interview was handled well by Mr Sinha.
The query, “What are future chances for one who starts as a
management trainee?” shows that Mr Sinha is looking forward to
seek opportunity to work and grow into the organization.
Finally, when Chairperson thanked Mr Sinha, he promptly, said
“You are welcome” in excitement which leaves an impression
that Mr Sinha is not grateful for interview opportunity. This
should have been avoided. A simple “Thank You for the interview
opportunity” statement followed by handshake would have left
positive impression for Mr Sinha at closure time. To conclude, Mr
Sinha followed the rules of greeting, body language, posture and
pacing body movements during Introductory Phase. However, his
replies to the questions during Middle Phase were disastrous
leading to negative first impression which was hard to recover
by Concluding Phase of interview.

2. Rewrite the responses that you consider most effective to the above
questions in a job interview.
ANS:
Following are the alternate responses that could have proved
more effective during the interview

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Q. You are Mr. R P Sinha?
Yes, Madam. My Name is Mr. R P Sinha

Q. You have passed MBA with first division?

Yes, Madam. I hold MBA degree with first division. Information
Systems was my favorite subject and hence I am inclined to
establish my career in Software Industry. I have developed
logical ability, analytical and programming skills during the
course which I believe would be value add to your organization.

Q. Why do you want to work in our organization?

I can see my skill sets would benefit you in this particular
position. Because, I would also benefit personally,
professionally, and financially from that.
Moreover, your esteemed organization is a great platform for
fresh graduate to learn, grow and contribute. Another reason I
want to join this company is that I like the culture. It fits me. I
like what I’ve been reading about the company, and it seems
like a great fit for my personality and values and who I want to
be working for. When I get my placement done, I assure mutual
growth of the company and myself.
Q. This job is considered to be quite stressful. Do you think you
can manage the stress involved?
I find that I work better under pressure, and I enjoy working in
an environment that is challenging. Problem solving is my added
skill so that I overcome stress and build a team to establish the
team work without stress.

Q. What are your strengths?

My strengths include strong fundamental knowledge, a good
academic MIS project exposure in leading software organization .
I pride on my ability to work in team and individually with less
supervision equally and effectively. My strong communication
and interpersonal skills always aids me to delegate tasks
efficiently and in time

Q. What are your weaknesses?

Sometimes, I get impatient with teammates who are not as
organized as I am.
But still I can control myself and put things in place in a right
way.

Q. Do you want to ask us any questions?

I would like to thank you for providing me with an opportunity to
participate in the interview. It would be great if you could let me
know the typical career path for a Management Trainee.

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 3. Mr. Sinha has observed the norm of respectful behavior and polite
conversation. But, do you think there is something gone wrong in his case?
Account for your general impression of Mr. Sinha’s performance at the
interview.

ANS: Following are the parameters on which Mr Sinha’s interview

performance can be analyzed.

First Phase:
Mr. Sinha greeted the interview panel and took the seat when
intimated. This shows that he was keen on leaving good first
impression. He also sat down at the edge of the chair and leaned
forward to indicate his body posture as attentive and active
towards interviewer. He purposefully avoided keeping the
documents on lap and instead carefully placed it on the table.
This shows that Mr. Sinha was promptly sending positive signs,
appearing relaxed and confident.

Second Phase:
Mr. Sinha did not look for opportunity to get more information
about the organization. The responses given were most casual
and lack of preparation for interview was observed. As a result,
when asked about the strengths and weaknesses, he gave an
impression of controlling the interview arrogantly which should
have been avoided ideally. Moreover, when asked about working
with the organization and managing stress, Mr. Sinha could have
explained with an example to show that he is too strong for any
kind of stress. This shows that the responses given by Mr. Sinha
were nowhere related to the job performance or company
objectives which every employer will look for. Further, the
answers were not precise and supported by examples. Hence,
Mr. Sinha failed to present himself as a deserving candidate.

Last Phase:
Finally when Mr Sinha was given chance to ask question to the
interviewer, he aptly asked for career growth in this job role.
This projected his keen interest in seeking opportunity to work
and grow with the organization. However, Mr Sinha made an
irreversible blunder of saying, “You are welcome”, when
interviewer thanked him. Though, the reply lasted for a fraction
of second, but it gave an ungrateful or ‘taken for granted’
impression on Mr Sinha’s part. A simple “Thank you for your
opportunity” would have served the purpose.
Overall, from employers’ perspective, Mr Sinha appeared as a
strong candidate at the beginning of the interview. Then, due to
his unpreparedness, casual attitude and irresponsible behavior,
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he kept on sliding to ‘not a good to hire’ zone and not deserving
candidate.

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