Assume you are working as an operator at a call centre in India and are receiving irate calls from Americans

1. Professional Communication

2. Professional Communication Q1.Comment on the appropriateness of the sender’s tone to a customer. Q2.Point out the old – fashioned phrases and expressions. Q3.Rewrite the reply according to the principles of effective writing in business. Q4.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?

3. Q5.Would any of the non-verbal communications in this spot (ad) not work well in another culture? Q6.What role does music play in this spot? Who is the target market? Q7.Is the music at all distracting from the message? Q8.How else are radio stations advertised on TV? Q10.Do you find Mr. Sinha’s responses to various questions effective? Give reasons for your view on each answer given by Mr. Sinha.

4. Q11.Rewrite the responses that you consider most effective to the above questions in a job interview. Q12.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. Q13.Assume you are working as an operator at a call centre in India and are receiving irate calls from Americans and Lodoners. How would you handle such calls? Conceive a short conversation between you and your client, and put it on paper.

5. Q14.“Keep your cool.” What does this mean in term of conversation control? Q15.Do you agree with the view that such abusive happenings on the telephone do not have any impact on business? Justify.

6. Global Study Solutions Dr. Aravind Banakar aravind.banakar@gmail.com www.mbacasestudyanswers.com 9901366442 – 9902787224