Assignment no.1

Business communication

Presented to: Sundas Shahid

Presented by: Ali Raza

Riphah international university

Riphah school of leadership

Role play topics

1) Telephonic conversation in business2) Contacting a candidate3) Assertive, aggressive and passive behavior

Presentation topics

1) Anger management2) Conflict management3) Stress management

Telephonic conversation in business

Student A:

Choose a city in your country. You are going to travel to this city for a business meeting over the next weekend. Telephone a travel agency and reserve the following:

Round-trip flight Hotel room for two nights Restaurant recommendation Prices and departure times

Student B:

You work in a travel agency. Listen to student A and offer him/her the following solutions:

Round-trip flight: Air JW $450 Coach, $790 First Class Hotel room for two nights: Hotel City $120 a night in the downtown area, Hotel

Relax $110 a night near the airport Restaurant Recommendation: Chez Marceau - downtown - average price $70

a person

Product Information

Student A:

You need to purchase six new computers for your office. Call JA's Computer World and ask for the following information:

Current special offers on computers Computer configuration (RAM, Hard Drive, CPU) Guaranty Possibility of discount for an order of six computers

Student B:

You work in at JA's Computer World answer student A's questions using the following information:

Two special offers: Multimedia Monster - with latest Pentium CPU, 256 RAM, 40 GB Hard Drive, Monitor included - $2,500 AND Office Taskmaster - cheaper CPU, 64 RAM, 10 GB Hard Drive, Monitor not included - $1,200

1 Year guaranty on all computers Discount of 5% for orders of more than five computers

Leaving a Message

Student A:

You want to speak to Ms Braun about your account with her company, W&W. If Ms Braun isn't in the office, leave the following information:

Your name Telephone number: 347-8910 (or use your own) Calling about changing conditions of your contract with W&W You can be reached until 5 o'clock at the above number. If Ms Braun calls

after 5 o'clock, she should call 458-2416

Student B:

You are a receptionist at W&W. Student A would like to speak to Ms Braun, but she is out of the office. Take a message and make sure you get the following information:

Name and telephone number - ask student A to spell the surname Message student A would like to leave for Ms Braun How late Ms Braun can call student A at the given telephone number

Selling Your Product

Student A:

You are a salesperson for Red Inc. You are telephoning a client who you think might be interested in buying your new line of office supplies. Discuss the following information with your client:

New line of office supplies including: copy-paper, pens, stationary, mouse-pads and white boards

You know the customer hasn't ordered any new products during this past year Special discount of 15% for orders placed before next Monday Any order placed before Monday will not only receive the discount, but also

have its company logo printed on the products at no extra charge

Student B:

You work in an office and receive a telephone call from your local office supplier. As a matter fact, you need some new office supplies so you are definitely interested in what the salesperson has to offer. Talk about the following:

New pens, stationary and white boards Do they have any special offers You would like to place an order for 200 packages of copy paper immediately

Role-Play Script No. 1: Contacting a Candidate

Three Players • Training chair • Prospect • Acquaintance of the prospect

Training Chair: Hi John, I am in the process of adding staff to my district training team for the next year, and I think you would be a great addition. Specifically, I think your experience in the district, your skill in front of a small group, and your Scouting skills would be a perfect fit for my needs, and I think you will find it very rewarding. What do you think—is it something that you might be interested in?

Prospect: Well, I don’t know, how often would I have to do this and what kinds of sessions would I be doing?

Training Chair: What I am looking for is someone to help me do some outdoor skills training twice a year. We usually do it at Camp Jones in April and October. It is a two-day event.

Prospect: I haven’t done this kind of thing. How would I prepare for it?

Acquaintance: John, remember how you helped me teach my troop how to use those new backpacking stoves we bought last year. This is the same thing, but this time it will be teaching adults so that they can teach their Scouts how to do it.

Training Chair: I am having a session to prepare for this so the training team members can get acquainted, walk through the syllabus, talk about the individual sessions, anddetermine if any further staff training is needed. I think your experience and Scout skills are sufficient to do the job. I have done this session myself several times and have always learned new things each time. I think you will find that it will be a positive experience. What do you think—can I count on you to give me a hand?

Prospect: OK, you convinced me. I will give it a try and see how it goes.

Training Chair: Good. I will get you the necessary information and add you to my e-mail list to receive all of the updates and schedule information. I will be talking with you more in the near future. I’m sure you will find this to be an enjoyable opportunity.

Role-Play Script No. 2: Contacting a Candidate

Three Players • Training chair • Prospect • Acquaintance of the prospect Training Chair: Hi John, I am in the process of adding staff to my district training team for the next year, and I think you would be a great addition. Specifically, I think your experience in the district, your skill in front of a small group, and your Scouting skills would be a perfect fit for my needs, and I think you will find it very rewarding. What do you think—is it something that you might be interested in?

Prospect: Well, I don’t know, how often would I have to do this and what kinds of sessions would I be doing?

Training Chair: What I am looking for is someone to help me do some outdoor skills training twice a year. We usually do it at Camp Jones in April and October. It is a two-day event.

Prospect: I haven’t done this kind of thing. How would I prepare for it?

Acquaintance: John, remember how you helped me teach my troop how to use those new backpacking stoves we bought last year. This is the same thing, but this time it will be teaching adults so that they can teach their Scouts how to do it.

Training Chair: I am having a session to prepare for this so the training team members can get acquainted, walk through the syllabus, talk about the individual sessions, anddetermine if any further staff training is needed. I think your experience and Scout skills are sufficient to do the job. I have done this session myself several times and have always learned new things each time. I think you will find that it will be a positive experience. What do you think—can I count on you to give me a hand?

Prospect: I really can’t do it at this time due to my family, work, and other volunteer commitments.

Training Chair: OK. I understand your difficulties. Do you know anybody you couldrecommend? Would it be OK if I contact you again in the future?

Assertive, Aggressive and Passive   Behaviors

Scene 1Chris: Is that a dent I see in the car?Pat: Look, I just got home, it was a horrible day and I don’t want to talk about it now.

Chris: I don’t care--we’re going to talk about it now!Pat: Have a heart.

Chris:  We need to decide right now who is going to pay to have it fixed, when and where.Pat: I’ll take care of it. Now leave me alone!

Chris’s behavior is __Aggressive __Passive __Assertive

Scene 2Chris: You left me so by myself at that party...you were being selfish.Pat: You were being a party pooper.

Chris: I didn’t know anybody–the least you could have done is introduce me to some of your friends.Pat: Listen, you’re grown up. You can take care of yourself. I’m tired of your bugging me to take care of you all of the time.

Chris: And I’m tired of your inconsiderateness.Pat: Okay, I’ll sick to you like glue next time.

Chris’s behavior is __Aggressive __Passive __Assertive

Scene 3Chris: Would you mind helping me for a minute with this file?Pat: I’m busy with this report. Catch me later.

Chris: Well, I really hate to bother you, but it’s sort of important.Pat: Look, I have a four o’clock deadline.

Chris: Okay, I understand. I know it’s hard to be interrupted.

Chris’s behavior is__Aggressive __Passive __Assertive

Scene 4Chris: I got a letter from Mom this morning. She wants to come and spend two weeks with us. I’d really like to see her.Pat: Oh no, not your mother! And right on the heels of your sister. When do we get a little time to ourselves?

Chris: Well, I do want her to come, but I know you need to spend some time without in-laws under foot. I’d like to invite her to come in a month, and instead of two

weeks, I think one week would be enough. What do you say to that?Pat: That’s a big relief to me.

Chris’s behavior is__Aggressive __Passive __Assertive

Scene 5Chris: Wow, you’re looking great today!Pat: Who do you think you’re kidding? My hair is a mess and my clothes aren’t fit for the Goodwill box.

Chris: Have it your way.Pat: And I feel just as bad as I look today.

Chris: Right. I’ve got to run now.

Chris’s behavior is __Aggressive __Passive __Assertive

Scene 6(While at a party, Kelly is telling her friends how much she appreciates her boyfriend taking her out to good restaurants and to the theater. Her friends criticize her for being unliberated.)

Kelly: Not so. I don’t make nearly as much as a teacher as he does as a lawyer. I couldn’t afford to take us both out or pay my own way to all the nice places we go. Some traditions make sense, given the economic realities.

Kelly’s behavior is: __Aggressive __Passive __Assertive

ConclusionsNow that you have labeled Chris and Kelly’s responses as aggressive, passive, or assertive, it may be useful to compare your assessment with ours:

 Scene 1 Chris is aggressive. Chris’s initial hostile statement produces resentment and withdrawal.

 Scene 2 Chris is aggressive. The tone is accusing and blaming. Pat is immediately placed on the defensive and no one wins.

 Scene 3Chris is passive. Chris’s timid opening line is followed by complete collapse. The file problems must be dealt with alone.

 Scene 4 Chris is assertive. The request is specific, non-hostile, open to negotiation and successful.

 Scene 5 Chris is passive. Chris allows the compliment to be rebuffed and surrenders to Pat’s rush of negativity.

 Scene 6Kelly is assertive. She stands up to the prevailing opinion of the group and achieves a clear, non-threatening statement of her position.