- 1. A case study onEffective Communication shouldbe developed
through Trust BENCHMARK-2011PSG Institute Of Management,
CoimbatoreAuthors:Sunam PalKiran Varghese Jacob Alliance University
School of Business Business Communication1 Friday, 25th January
2011
2. PSGIM, CoimbatoreEffective Communication Transparency,
credibility and sticking to the commitments isvery important while
communicating. Effective Communication BENCHMARK 2 0 1 1 is driven
through loyalty and trust of the people.Purpose of this case
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 companys values
Effective management is won through loyalty 2 Fri 25 Feb 3. PSGIM,
CoimbatoreEffective Communication BENCHMARK 2 0 1 1Case Overview 3
Fri 25 Feb 4. PSGIM, CoimbatoreEffective CommunicationCharacters in
Case BENCHMARK 2 0 1 1Business HeadMr. Shantanu
BannerjeeB.tech,Punjab UniversityDesignation: Project
TraineeInternship: 6 months Domain Lead Project ManagerMr. Ravi
SharmaDesignation: Project ManagerExperience: 9 yearsTeam Lead Mr.
Shyam Kumar Trainee, Engineers 4 Designation: Domain Lead
Experience: 13 yearsFri 25 Feb 5. PSGIM, Coimbatore Effective
CommunicationCase Overview BENCHMARK 2 0 1 1Work Profile:
Simulating and mending circuits Development &
validationStrengths Very good at performing taskMr. Shantanu
Bannerjee Committed to all deadlines Mend and verify circuit better
than anyoneelse in the team al though being a fresher Achievements
1. He was given the in charge of entire procurement team &
reviewingelectronic items 2. He found flaws in inventory system
.optimized it using software andreduced the whole project life
cycle time by 23% 5 3. His inventory model was accepted &
implemented by other teams 4. His manager rewarded him for his
innovationFri 25 Feb 6. PSGIM, CoimbatoreEffective Communication
Case OverviewBENCHMARK 2 0 1 1Shantanu was very talented and
technicallyexpert. Once you provide him with theobjective, he does
that before the stipulatedtime with perfection. There is no need of
anymentor or supervisor to guide him. He knewMr. Shantanu
Bannerjeehis work, deadlines and how to make it done Shantanu got
more priority overother trainees He interacted with client overseas
He was in the lime light for a while Some senior team members were
notOpinionhappy His dynamism & progress were taken Mr. Satyajit
Khurana 6as a threat to prestige & position of Designation:
Senior EngineerFriother team membersExperience: 3 years 25 Feb 7.
PSGIM, CoimbatoreEffective Communication Case Overview BENCHMARK 2
0 1 1Ms. Sheela,Project ManagerMr. Shantanu BannerjeeSheela: Hi! Am
I speaking to Mr. ShantanuShantanu: Yes, Shantanu SpeakingSheela:
We have an urgent opening for project trainee. Your CV has
beenshortlisted. You would be hired after undergoing 2 rounds of
technical PI.Kindlylet me know if you are interested. But the
condition apply only when you are notbeing hired by the current
team or any other team 7Shantanu: Thanks sheela. I would talk to my
manager regarding the same and Frirevert back in case they are not
hiring me. 25 Feb 8. PSGIM, CoimbatoreEffective Communication Case
Overview BENCHMARK 2 0 1 1 Mr. Shantanu BannerjeeMr. Ravi Sharma So
he had a talk with his current manager, Mr. Ravi who askedhis
manager Mr. Shyam Kumar about the vacancy Within 2 days he got a
reply that Mr. Ravi & his manager arevery satisfied with his
performance Mr. Ravi informed him that Shantanus training period
will beextended to 3 months & will take him as a
permanentemployee They were ready to hire him at any cost8 They
said that there will be an interview as a formality and Frieither
of them will be there 25 Feb 9. PSGIM, Coimbatore Effective
Communication Statements by Mr. RaviBENCHMARK 2 0 1 1 No need to
worry. You can decline yourproposal from Sheela & also from
other teams ifcoming to you. Interview is just a formality. You are
in. Now dont think about your interviewsmuch & concentrate on
your projects. We have lot of expectation from you. One of our team
9 members will be in the panel to take care. Fri25 Feb 10. PSGIM,
CoimbatoreEffective CommunicationShantanu in Interview BENCHMARK 2
0 1 1 Mr. Shantanu Bannerjee Shantanu rejected Miss Sheelas 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.10 Shantanu managed the out of
box questions as he was resolving partly the technical disputes of
other teamFri 25 Feb 11. Shantanu,we cannot hire you because you
couldnt perform well in the interview BENCHMARK 2 0 1 1Mr. RaviWhy
Ravi, I performed well till date. I am having a verygood track
record for last 5 months & feedbacks werevery good as given by
you only. I kept to all my deadlines. You people awarded me.
Because of you only I deniedsheelas offer. You only assured me that
the interviewwas just a formality & I need to concentrate on my
work.Mr. ShantanuOur Companys 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. Theyhave an opinion that
the task to which you were going tobe assigned is different from
your current profile & doesnot meet their expectation. So you
can apply for your 11 resignation latest by next 5 days so that it
gets updated to the database before your tenure of training ends
byFriMr. Ravidefault25 Feb 12. PSGIM, CoimbatoreEffective
Communication Case Overview BENCHMARK 2 0 1 1 Mr. Shantanu
BannerjeeMs. Sheela,Project ManagerShanrtunu: Hi Sheela, Shantanu
speaking. Earlier you called meregarding a opening in your team. Is
it still thereSheela: Shantanu there is no vacancy in our team
expected probably tillnext 6 monthsShantanu: Thanks sheela.12 Fri
25 Feb 13. PSGIM, CoimbatoreEffective Communication Shantanus
PerceptionBENCHMARK 2 0 1 1 Shantanu did not ask for the feedback
after interview ashe was assured that its not going to impact
anyway. He knew that as per companys policy Interns are
hiredtemporarily for projects & thus have no assurance
aboutconfirmation of their job after completion of the projectMr.
Shantanueven if they had performed well. He also didnt have any
documentary proof aseverything was intended to him orally. HR He
could have talked to HRs, But in his company heCannot helpknew that
HR will only say that if the line managers arenot ready then no one
can do anything as the entiredecision is based on managers.
Shantanu was helpless. Finally he resigned13Fri25 Feb 14. PSGIM,
CoimbatoreEffective Communication BENCHMARK 2 0 1 1 Teaching
Notes14 Fri 25 Feb 15. PSGIM, CoimbatoreEffective
CommunicationPrior action to overcome BENCHMARK 2 0 1 1the
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 managers manager about the issue He should have
given a trial, to freely convey the same to his domain HR15 Fri 25
Feb 16. PSGIM, CoimbatoreEffective CommunicationMajor Communication
Barrier BENCHMARK 2 0 1 1 Lack of transparency in communication
Lack of trust Lack of fulfillment of commitment by the manager
Perception: He believed that HRs cannot solve his problem in any
way Improper organizational structure :Lack of autonomy &
privileges to bottom employees to discuss & resolve their
personal issues.16 Fri 25 Feb 17. PSGIM, Coimbatore Effective
CommunicationMistakes committed by theBENCHMARK 2 0 1 1management
Project manager should have kept control on his emotionsand waited
till the results of the interview came out He shouldnt have assured
Shantanu, rather should have toldhim to prepare well without giving
any guarantee before hand Project manager should have justified
Shantanu stating himthe actual reasons for not selecting him &
should have clearedall his doubts He should have conveyed the
message with the motive toconvince him, till he found that Shantanu
was with hisstatement & was in a position to agree to what he
was saying Shantanu should have been given with adequate time to
make 17necessary arrangement in the meantime & to make up
himselffor the cause Fri25 Feb 18. PSGIM, CoimbatoreEffective
CommunicationConflicting statements BENCHMARK 2 0 1 1 No need to
worry. You Our Companys policycan decline your proposalsays that
while from Sheela & also from recruitment its the other teams
if coming tointerviewer who decidesyou. Interview is just a the
final selection. Theformality. You are in. Now panel of your
interviewersdont think about youris not ready to hire
you.interviews much & They have an opinion that concentrate on
your the task to which you were projects. We have lot ofgoing to be
assigned isexpectation from you different from your currentprofile
& does not meet their expectation 18 Fri 25 Feb 19. PSGIM,
CoimbatoreEffective CommunicationRole of HR & its
policyBENCHMARK 2 0 1 1 Open door policy should be implemented They
should have a well expertise team to carry outemployee counseling
& manage stress HR department should train their managers about
ofmaintaining transparency, accountability, credibility&
autonomy within employees Feedback should be collected from
employee whenthey are leaving about the reason for leaving HR Dept.
should train managers without MBA aboutcommunication barriers All
employees who are undergoing resignationprocess should be examined
well. They should tracktheir details & come up with report
& analyze alltypes of circumstances to encounter such
problems19before hand & optimize them.Fri25 Feb 20. PSGIM,
Coimbatore Effective CommunicationConclusionBENCHMARK 2 0 1 1
Maintaining effective communication, transparency&sticking to
commitment plays an important role Doubts of the bottom line
employees should beclarified Employee should have faith in
organization Organizational structure should be simplified so
thatthe employees can sort out the problems with HR easily 20Fri25
Feb 21. PSGIM, Coimbatore E-procurement system of Honeywell &
VedantaBENCHMARK 2 0 1 1Questions Please ????21Fri25 Feb
