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
Gives Options
Behaves as a professional
salesperson
Communication is audience
conscious
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

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

His dress (shorts & T-shirt)
Choice of colours (brick red &
khaki)
Style of shorts ( Long)
Sandals (Casual)

Mr. Oberoi
Not a persuasive communicator
Tries to force the issue not in good
taste
Throughout exhibits a sense of
arrogance - an act to hide his helplessness
Becomes emotional - questions absurdity
of whole situation

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 excuse 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
Professional in his advice
Senior to junior communication
Appears more an order than a piece
of simple advice
uses jargon to justify discrimination
conveys shrewdness - apply
common sense to marketing policy

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

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
Ultimate analysis, all business
communication is
manipulative,
purposive &
goal directed
The measure of communication
effectiveness extent - final goal is
achieved
Was Mr. Oberoi successful in his purpose?

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, humour &
aggressiveness