Casestudy on effective communication

Syed Iftikhar Ali Shah

1. A case study on Effective Communication should be developed through Trust 1 Business Communication

2. Importance of communication in business Understanding unethical practices in business Transparency, Credibility & accountability are a major concern for managers Trust is must in an employee driven company Commitment is a worth of company’s values Effective management is won through loyalty Purpose of this case Transparency, credibility and sticking to the commitments is very important while communicating. Effective Communication is driven through loyalty and trust of the people. Fri 30 MAY BENCHMARK 2014 Effective Communication

3. Case Overview 3 Fri 30 May BENCHMARK 2014 Effective Communication

4. 4 Fri 30 May BENCHMARK 2014 Effective Communication Characters in Case Mr. Shantanu Bannerjee B.tech,Punjab University Designation: Project Trainee Internship: 6 months Mr. Shyam Kumar Designation: Domain Lead Experience: 13 years Business Head Domain Lead Team Lead Project Manager Trainee, Engineers Mr. Ravi Sharma Designation: Project Manager Experience: 9 years

5. Case Overview 5 PSGIM, Coimbatore Fri 30 May BENCHMARK 2014 Effective Communication Work Profile: Simulating and mending circuits Development & validation Mr. Shantanu Bannerjee Achievements He was given the in charge of entire procurement team & reviewing electronic items He found flaws in inventory system .optimized it using software and reduced the whole project life cycle time by 23% His inventory model was accepted & implemented by other teams His manager rewarded him for his innovation Strengths Very good at performing task Committed to all deadlines Mend and verify circuit better than anyone else in the team al though being a fresher

6. Case Overview 6 PSGIM, Coimbatore Fri 30 My BENCHMARK 2014 Effective Communication Mr . Shantanu Bannerjee Mr . S atyajit Khurana Designation: Senior Engineer Experience: 3 years Opinion Shantanu got more priority over other trainees He interacted with client overseas He was in the lime light for a while Some senior team members were not happy His dynamism & progress were taken as a threat to prestige & position of other team members “Shantanu was very talented and technically expert. Once you provide him with the objective, he does that before the stipulated time with perfection. There is no need of any mentor or supervisor to guide him. He knew his work , deadlines and how to make it done”

7. Case Overview 7 PSGIM, Coimbatore Fri 30 May BENCHMARK 2014 Effective Communication Mr . Shantanu Bannerjee Ms. Sheela,Project Manager Sheela: “Hi! Am I speaking to Mr. Shantanu Shantanu : “Yes, Shantanu Speaking” Sheela: “We have an urgent opening for project trainee. Your CV has been shortlisted. You would be hired after undergoing 2 rounds of technical PI.Kindly let me know if you are interested. But the condition apply only when you are not being hired by the current team or any other team” Shantanu: “Thanks sheela. I would talk to my manager regarding the same and revert back in case they are not hiring me”.

8. Case Overview 8 PSGIM, Coimbatore Fri 30 May BENCHMARK 2014 Effective Communication Mr . Shantanu Bannerjee Mr. Ravi Sharma So he had a talk with his current manager, Mr. Ravi who asked his manager Mr. Shyam Kumar about the vacancy Within 2 days he got a reply that Mr. Ravi & his manager are very satisfied with his performance Mr. Ravi informed him that Shantanu’s training period will be extended to 3 months & will take him as a permanent employee They were ready to hire him at any cost They said that there will be an interview as a formality and either of them will be there

9. Statements by Mr. Ravi 9 PSGIM, Coimbatore Fri 30 MAY BENCHMARK 2014 Effective Communication “ No need to worry. You can decline your proposal from Sheela & also from other teams if coming to you. Interview is just a formality. You are in. Now don’t think about your interviews much & concentrate on your projects. We have lot of expectation from you. One of our team members will be in the panel to take care.

10. Shantanu in Interview Shantanu rejected Miss Sheela’s offer Shantanu waited for the day to come… During the interview, none of his managers were present Shantanu was fired in the interview He was asked out of context questions which were not related to his work. Neither he had worked nor did it match with the profile of the work he was about to be assigned. Shantanu managed the out of box questions as he was resolving partly the technical disputes of other team 10 PSGIM, Coimbatore Fri 30 May BENCHMARK – 2 0 1 14 Effective Communication Mr . Shantanu Bannerjee

11. 11 “ Why Ravi, I performed well till date. I am having a very good track record for last 5 months & feedbacks were very good as given by you only. I kept to all my deadlines. You people awarded me. Because of you only I denied sheela’s offer. You only assured me that the interview was just a formality & I need to concentrate on my work . “ Shantanu,we cannot hire you because you couldn’t perform well in the interview Our Company’s policy says that while recruitment it is the interviewer who decides the final selection. The panel of your interviewer is not ready to hire you. They have an opinion that the task to which you were going to be assigned is different from your current profile & does not meet their expectation. So you can apply for your resignation latest by next 5 days so that it gets updated to the database before your tenure of training ends by default Mr . Shantanu Mr . Ravi Mr . R avi BENCHMARK – 2 0 1 14 Fri 30 May

12. Case Overview 12 PSGIM, Coimbatore Fri 30 May BENCHMARK – 2 0 1 4 Effective Communication Mr . Shantanu Bannerjee Ms. Sheela,Project Manager Shanrtunu: “ Hi Sheela, Shantanu speaking. Earlier you called me regarding a opening in your team. Is it still there” Sheela: “Shantanu there is no vacancy in our team expected probably till next 6 months” Shantanu : “Thanks sheela.”

13. Shantanu did not ask for the feedback after interview as he was assured that it’s not going to impact anyway. He knew that as per company’s policy “Interns are hired temporarily for projects & thus have no assurance about confirmation of their job after completion of the project even if they had performed well. He also didn’t have any documentary proof as everything was intended to him orally. He could have talked to HR’s, But in his company he knew that HR will only say that if the line managers are not ready then no one can do anything as the entire decision is based on managers . Shantanu was helpless . Finally he resigned 13 PSGIM, Coimbatore Fri 30 May BENCHMARK – 2 0 1 4 Effective Communication Shantanu’s Perception Mr . Shantanu HR Cannot help

14. Teaching Notes 14 PSGIM, Coimbatore Fri 30 May BENCHMARK – 2 0 1 4 Effective Communication

15. Prior action to overcome the situation When the feedback was delayed , Shantanu should have thought about the other odd situations. Shantuna should have been very alert for his interview He should have talked to HR regarding other vacancies. He should have intelligently managed to use the written documents like mail about the assurance given by the manager , so that his claims to HR would have been strong He should have talked to his manager’s manager about the issue 15 PSGIM, Coimbatore Fri 30 May BENCHMARK – 2 0 1 4 Effective Communication

16. Major Communication Barrier Lack of transparency in communication Lack of trust Lack of fulfillment of commitment by the manager Perception: He believed that HR’s cannot solve his problem in any way Improper organizational structure : Lack of autonomy & privileges to bottom employees to discuss & resolve their personal issues. 16 PSGIM, Coimbatore Fri 30 May BENCHMARK – 2 0 1 4 Effective Communication

17. Mistakes committed by the management 17 PSGIM, Coimbatore Fri 30 May BENCHMARK – 2 0 1 4 Effective Communication Project manager should have kept control on his emotions and waited till the results of the interview came out He shouldn’t have assured Shantanu , rather should have told him to prepare well without giving any guarantee before hand Project manager should have justified Shantanu stating him the actual reasons for not selecting him & should have cleared all his doubts He should have conveyed the message with the motive to convince him , till he found that Shantanu was with his statement & was in a position to agree to what he was saying Shantanu should have been given with adequate time to make necessary arrangement in the meantime & to make up himself for the cause

18. Conflicting statements “ No need to worry. You can decline your proposal from Sheela & also from other teams if coming to you. Interview is just a formality. You are in. Now don’t think about your interviews much & concentrate on your projects. We have lot of expectation from you ” 18 PSGIM, Coimbatore Fri 30 May BENCHMARK – 2 0 1 4 Effective Communication “ Our Company’s policy says that while recruitment it’s the interviewer who decides the final selection. The panel of your interviewers is not ready to hire you. They have an opinion that the task to which you were going to be assigned is different from your current profile & does not meet their expectation ”

19. Role of HR & its policy 19 PSGIM, Coimbatore Fri 30 May BENCHMARK – 2 0 1 4 Effective Communication Open door policy should be implemented They should have a well expertise team to carry out employee counseling & manage stress HR department should train their managers about of maintaining transparency, accountability, credibility & autonomy within employees Feedback should be collected from employee when they are leaving about the reason for leaving HR Dept. should train managers without MBA about communication barriers All employees who are undergoing resignation process should be examined well. They should track their details & come up with report & analyze all types of circumstances to encounter such problems before hand & optimize them .

20. Conclusion Maintaining effective communication , transparency & sticking to commitment plays an important role Doubts of the bottom line employees should be clarified Employee should have faith in organization Organizational structure should be simplified so that the employees can sort out the problems with HR easily 20 PSGIM, Coimbatore Fri 30 May BENCHMARK – 2 0 1 4 Effective Communication

21. 21 E-procurement system of Honeywell & Vedanta BENCHMARK – 2 0 14 PSGIM, Coimbatore Fri 30 May Questions Please ????