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Q1.Identify the three sources of Mr. Basu’s information.
Q2.Discuss the main filter involved in this case.
Q3.What should Mr. Basu have done to avoid the misunderstanding.
Q4.Who is to blame for this communication gap? And Why?
Q5.What is Fuzz?
Q6.Rewrite the given case study in a succinct manner.
Q8.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.
Q9.“Keep your cool.” What does this mean in term of conversation control?
Q10.Do you agree with the view that such abusive happenings on the telephone do not have any impact on business? Justify.
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