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 Rahuls 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. Oberois Attitude Reflected By His Dressing Sense

His 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 reasoning Not persuasive enough He assumes that as a customer he is always right Conversation 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. Oberoi
Communicates 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. Sharma
Strategy 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 communication Uses 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

Conclusion
Communication 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 & nonverbally 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 speakers mind, thoughts, concerns and attitudes towards his audience, himself and his subject. The speakers whole personality is at work when he seeks to perform as an effective communicator.