Business Communication Assigment

7/31/2019 Business Communication Assigment

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PART-C

ANS.1

Date: 10-06-

2012.

To,

The Bank Manager,

XYZ Bank.

Subject: Requesting Account Statement for the first quarter of 2011.

Dear Sir/Madam,

I, Mr. Bhavin Trivedi, esteemed account holder of XYZ bank having

account no. XX12100056545.

I would like to request you to kindly issue account statement for the first

quarter of 2011 for the account no: XX12100056545. As I have to submit this

statement to my CA before 15th of June. So kindly issue it before the said date and I

would also like to request you to kindly waive off any charges if applicable any.

Hoping to have your kind co-operation.

Thanking You,

Bhavin Trivedi

Ans.3)

Date: 10-

06-12

To,

Amazon.com,

Subject: Status of the order.

Hi,

I, Bhavin Trivedi, ordered one pair of shoes and some T-shirts from

Amazon.com.


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I would like to ask you when I ordered from your website, it was said

that delivery of products will be done within 6 working days of order date. But its

unfortunate to tell you that it has been two weeks and still some part of my order is

yet to be delivered which is way beyond your promised date. So I would like to know

when my product will be delivered to my place.

I hope now that delivery of my product will be made as soon as possible

or next time I have to think twice before shopping from amazon.com.

Thanking You,

Bhavin Trivedi.

Ans.4) Mr. Nagesh Kukunoor

Team Leader

PERSONAL SUMMARY

A highly motivated and ambitious individual able to give timely and accurateadvice, guidance, support and training to team members and individuals. Possessingexcellent management skills and having the ability to work with the minimum ofsupervision whilst leading a team of twelve or more. Having a proven ability to leadby example, consistently hit targets, improve best practices and organise timeefficiently.

Now looking forward to a making a significant contribution as a team leader

with a company that offers a genuine opportunity for progression.

WORK EXPERIENCE

Financial Advisory Company Morgan Stanely

TEAM LEADER June 2008 - Present

Ensuring that staff are motivated, monitored and measured in line with company

targets and performance standards. Responsible for making sure that any gaps in

performance or quality are quickly identified and addressed. Producing accurate

reports on team performance for senior managers.

Duties:

Preparing daily workloads for staff & co-ordinating the daily allocation of work.

Motivating the team to achieve high standards and KPI targets.

Handling new client enquiries and acting as the face of the business.

Dealing with and resolving problems and issues which arise.


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Working with the sales and marketing team to drive sales forward.

Mentoring and training up junior and new staff.

Monitoring & reporting on standards & performance targets.

Arranging & chairing weekly team meetings, focussing on targets &

achievements.

Implementing new initiatives.

Involved in the recruitment of new staff.

Praise team members and creates a positive working environment.

Ensuring all administrative and IT records are entered and updated correctly.

Providing prompt and accurate information on individual performance.

KEY SKILLS AND COMPETENCIES:

Proven ability to manage through others.

Strong decision making and problem solving skills.

Able to motivate and lead others in a team environment.

Excellent communication skills, both written and verbal.

An ability to build rapport and trust quickly with work colleagues.

Able to prioritise tasks and workloads in order of importance.

Track record of delivering results with deadlines.

ACADEMIC QUALIFICATIONS:

Chartered Management Institute (CMI) - Level 2 Introductory Certificate in Team

Leading Nuneaton Gurgaon College 2005 - 2008

A levels: Maths (A) English (B) Technology (B) Science (C) Gurgaon Central College

2003 - 2005 REFERENCES Available on request.

PROFESSIONAL:

Institute of Leadership and Management (ILM)

Level 2 Certificate in Team Leading


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PERSONAL DETAILS

Nagesh Kukunoor 34 Anywhere Road Gurgaon T: 02476 888 5544 M: 0887 222 9999

E: [email protected]

DOB: 12/09/1985

Driving license: Yes

Nationality: Indian

PERSONAL SKILLS:

High performance, Delegating, Decision making, Organising

AREAS OF EXPERTISE:

Supervising, Ability to Motivate People, Strategic Planning, Commercial Awareness,Equal Opportunities, Health & Safety Legislation, Risk Assessment.

Case Study 1:

Ans:1 This case study is about Ravi who was frustrated with his job in LCB bank due

to work culture and treatment he was getting there. One fine day, Ravi received a call

for an interview with ZM of INB bank for the post of Territory Manager. Ravi was

elated and confident that he would make it and would be selected for the job. INB was

40-45 minutes away from his place so he left the house at 1.15 thinking that he would

make it on time, but due to traffic he was late by 5 minutes. When he reached at the

venue he apologized for being late and sat next to ZM of INB bank Mr.Amit Sharma.

When they started the interview, Ravi started answering the questions asked by

Mr.Sharma very confidently. He was bit loud and used some slang just to showcase

that he was familiar with the local languages and also told him about how and his

team sold 20 insurance policies in just 2 days. And how he manipulated some

documents of the customers. And when interview was done, Ravi put his arm on

around the shoulders of the ZM in a burst of familiarity. and later, he found out that

he was not selected in the interview.

Ans. 1) The following mistakes were made by Ravi in the interview which led to his

rejection:

1. He was 5 minutes late for the interview, although he apologized for that. But

you cannot afford to be late for the interview knowing that the company is

customer oriented where youll be meeting lot of customers, so you cannot

make customers waiting.


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2. He did not wear the tie for the interview, which although is not utterly

important, but it gives professional look to the candidate.

3. He was very loud while answering the question and was not able to control his

enthusiasm. In customer-centric company you cannot be so loud and take

charge of everything. You have to be polite and soft, when you are talking tocustomer.

4. He was not letting Mr. Sharma to finish his questions and he was answering the

questions, well again in customers centric company, you are supposed to

listen to customers. It is like more of customer and less you.

5. He told in his interview that he tampered with customers document as he

thought that collecting the documents would result in waste of time. You dont

generally play with customers information in customer centric company and

that too, bank.

6. He was trying to be friendly and used slangs just to showcase that he wasfamiliar with local language. Well, in customer centric company, you cannot

even become too friendly with customer and you cannot also use slang

languages.

7. When he was done with the interview, he put his hand on ZMs shoulder just to

show the familiarity. Well He was a ZM of a bank; one cannot afford to put his

hand on ZMs shoulders. We should respect our interviewer.

Ans.2) If I were Amit Sharma, my reactions would have been different at every stagein the interview.

1. When he came late for the interview, my reaction would be that whether he is

a careless guy or he is over confident because he thought if he reaches

5minuter late and if he apologizes then it will be acceptable.

2. He was also not wearing a tie, which at times is acceptable.

3. He started talking in a mixture of Hindi and English and also used local slangs.

Well my reactions would be like; as long as mixture of languages is concerned

there was no problem at all. In fact I would prefer talk with customer in

language in which he is comfortable. But you cannot use slangs being in

customer centric company. It gives bad impression about you as well as the

company and it also sends bad message about other employees.

4. Then when he told about his achievement that how he and his team sold 20

insurance in 2 days I would be happy to hear that and would think that he can

be helpful to company in order to increase the sales. But when he told that he


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also manipulated with customers informations in order to save time. I would

have decided right there that he is not the candidate I was looking for. You

cannot afford to play with customers information in customer centric

company.

5. Also while interviewing, he was very loud and was not allowing Mr. Sharma totalk, I would be shocked that this guy is very dominating and loud in voice and

in customer centric company you should let customer talk and we should listen

to them first then we are allowed to talk.

6. Once the interview was done, he put his hand on Mr.Sharmas shoulders to

showcase his familiarity. I would be shocked to see that how can you do that

he is your interviewer, you should respect him.

CASE STUDY 2:

Overview: this case study is about Mr. Ramesh Kumar Singh (Singhs Caf and

Bakery) who purchased a fridge from ACME Appliances. Mr. Singh wrote a letter to

ACME Appliances complaining about the fridge and asked for refund of money or

replacement. In reply to this, ACME Appliance, customer service division wrote to Mr.

Singh that whatever happened, it was because of negligence of Mr. Singh himself and

they are not responsible for it. They explained how their product is made of best

materials and its the best selling product of them. They denied that they wont be

able to refund the money or replace the fridge, but they can pay for the cost of

technicians visit in the spirit of good customer relations.

Ans.1) I guess the letter was very straightforward. And it was also sounding bit harsh,

although I agree it was Mr. Singh who was at fault but ACME appliance could have

written this letter more politely to maintain customer relations at the end thats what

it matters. They were blaming directly to Mr. Singh that youre responsible for

whatever happened. In customer centric company we dont directly blame customers.

They also mentioned about their products flaws in a letter which later Mr. Singh can

claim that it wasnt told at the time of buying it. One should not mention anything

about their product in writing which can become a proof in future. Although theyagreed to pay for the cost of technicians visit but it sounded like they were doing

some charity.


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Ans.2)

ACME Appliances (Customer Service Division)

1, DLF Plaza, Chandigarh 160001

Dated: 1st June,

2010

Sh. Ramesh Kumar Singh, Prop. Singhs Cafe and Bakery,

12013, HUDA Colony 2,

Sector 25, Chandigarh 160021.

Subject: Burned-out motor

Hi,

We have received your request for a refund/replacement. Although your ACME

fridge is under warranty for four more months, but we would like to inform you that

we wont be able to pay for the cost of a new motor and your spoiled food as this is

against our companys law because when we tried to find out what exactly happened,

we realized that motor bust up because the door of refrigerator was open for more

than the expected time in such cases any fridges motor will bust up.

Your model, with its shoulder high doors, electronic controls andperformance compressor, is our best-selling model. And it is designed to endure

everyday use in a kitchen and cannot endure fluctuating heat and power supply

which was told to you when giving demonstration of the fridge.

We would be able to pay for the cost of the technicians visit in the spirit of

good customer relations. We apologize, but thats the best we can do in this situation.


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Sincerely

Ajay Sharma

Customer Relations Manager

Documents

Business Communication Assigment