Business Communication: Effective Communication Model and Analysis of Business Messages, Slides of Business Ethics

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Subject:

Business Communication

(BC)

Student Name: Saif Al Rehman

Permanent Registration Number: 180101616064

Assignment 1

• Part1: Imagine that you have been hired to make “cold calls” to ask potential customers whether they are familiar with a new restaurant that has just opened in your neighborhood. Write a script for the phone call, considering all the components of an effective communication model (such as sender, receiver, key message, encoding, decoding, noise, etc.)
• Part2: Make a list of business communication messages you observe for a one hour period of time. Rationalize any 5 of these messages.
• Part 3: Recall a time when you gave a speech in front of a group. How did you feel? What was your experience? What did you learn from your experience?
• Part 4: If you were asked to get the attention of your peers, what encoding & key message would you choose and why?
• Part 5: If you were asked to get the attention of someone like yourself, what encoding & key message would you choose and why?
• (^) Part 6: Does the communicator have a responsibility to the audience? And, does the audience have a responsibility to the speaker? Why or why not?
• Part 7: Recall one time you felt offended or insulted in a business conversation. What contributed to your perception?

potential customers whether they are familiar with a new restaurant

that has just opened in your neighborhood. Write a script for the

phone call, considering all the components of an effective

communication model (such as sender, receiver, key message,

encoding, decoding, noise, etc.)

The Script is as below:

Me: “Hello, Good Morning Mr. Smith. My Name is Rehman from “The New Tandoor Restaurant”, Where Taste Makes the difference. : Hope you’re doing well Today? Mr. Smith: Yes, I’m doing Well. Me: “Oh, That’s, Wonderful”. Would like to inform you that this call is not a Sales Call, However, It’s an Awareness call. Me: “So Mr. Smith, how often do you eat Outside?” Mr. Smith: “Maybe Twice a Week” Me: “Oh, That’s Nice and is there anything in specific you like or you are an explorer?” Mr. Smith: “I’d like to try Different Varieties” Me: “Oh, That’s Fantastic, Even I Would like to be an Explorer” Me: “Then Mr. Smith, I would like to Introduce to you “The New Tandoor Restaurant”, Where the Menu is so mouthwatering, that you would love to Explore everything on it, From Italian, Chinese, Indian, Thai and the list goes on.” Me: “We believe in the proverb where Action speaks more than Words, in our case we would like to redefine it as Our Food would speak more than our Words.” Mr. Smith: “That Sounds Great, where is the Restaurant Located” Me: “Sure, The Restaurant is located at The XYZ Road near the ABC Complex”. “Which is Few hundred meters from Your Location”. “It Would be great to have you here for Lunch, would you like me to Book a Table for you?” Mr. Smith: “Sure, why not”. Me: “Before I book a Table for you, would like to know if there will be someone joining you?” Mr. Smith: “I’ll Come along with my Colleague” Me: “Mr. Smith, since this is your first time Visit to our Restaurant, we would like to offer you a 10% off on your bill, In order to do so I would like to have your Call back number and your email address to confirm the Table”

Mr. Smith: “Sure, My Phone Number is XXXXXXXXX9 and my email address is [email protected].” Me: “Thank you for the information, you would get a message on your phone with booking confirmation and the address to the restaurant and on your email address similar information will be sent to you with also the Menu List, so that you can come Prepared with the items in your mind to have for lunch today” Mr. Smith: “That Sounds Fantastic” Me: “So Mr. Smith, we are all set will be waiting for you for Lunch today, You Would also get a reminder call by 1 pm to confirm your arrival” Mr. Smith: “Sure no Problem” Me: “Very Well Mr. Smith, before we get Disconnected, is there any question you have for me Today” Mr. Smith: “No” Me: “Excellent. Thank you So Much for your time today and Would love to see you for Lunch” “HAPPY EXPLORING” “You have a Wonderful Day Ahead” Mr. Smith: “Like Wise” Me: “Bye”

Part 2: Make a list of business communication messages you observe

for a one hour period of time. Rationalize any 5 of these messages.

Please find the list of Business Communication Messages for an Hour below:

▲ Don’t worry about power cuts anymore!

▲ Get Cover of Rs. 1 Crore at Rs. 563/month* only

▲ Now get a Personal Loan on your phone

▲ Paperless approval on your credit card application within 30 minutes ▲ (^) Airtel Postpaid @399 + 40GB data

• Secondly, it showcases about the Convenience of applying for it on your phone via internet. Here again there are different possibilities like signing the Documents, uploading various documents for which you need to visit the cybercafé to scan your documents or physically do it on your phone, etc.

Message4: Paperless approval on your credit card application within 30 minutes

Analysis: In this Message the marketer is trying to let you know that you will get an approval on your credit card without signing any documents within 30 mins.

Rationalizing:

• Firstly, here approval is misguiding, as it doesn’t mean that you would get a card.
• Secondly, there is a credit check which will happen, where you credit points might get deducted if it’s a hard check, this is not mentioned here.
• Thirdly, it talks about timing, which is not possible if it’s a weekend or even on a weekday it would take more than 2 hours, as there are several customers applying at one time.
• It also states that the customer needs to fill the application online, but the focus is not much on it but it’s vital without which the application wouldn’t be processed.
• Filling the application is also a way to capture data an data is the new capital.

Message5: Airtel Postpaid @399 + 40GB data

Analysis: The customer here is made aware subconsciously that it’s a postpaid, which means that he can use the service now and pay later. The amount shown is Rs. 399 and highlights extra data for availing this offer.

Rationalizing:

• As mentioned above the message showcases about the convenience of Postpaid and at a throw away price which is Rs. 399, which is nothing compared to the Services provided.
• Then it indirectly states the importance of Data now, hence offering 40GB data as an introductory which comes at no extra cost.
• This also Highlights the Brand Airtel and personalizes this offer to themselves.

Part 3: Recall a time when you gave a speech in front of a group.

How did you feel? What was your experience? What did you learn

from your experience?

There have been several experiences where I was put in front of people to either talk about a product or to explain about the process or sometimes it would be to deliver speech on a topic.

Among them I remember this instance I where I was given an opportunity to speak on a topic. As usual I was confident. The topic was “if given a chance to change something in this world what would it be”, I must say this topic was enormous and which brought various aspects of life into consideration. However, I had to choose an aspect where I was good at and put it in words in just 5 mins. Also, I had to deliver this speech for min of 2 mins and not exceeding more than 4 mins. This was deliberately done check the persons thought flow and to see how spontaneous he/she was.

I decided to elaborate about various wastes in the World like weapons, money, etc. However, when I stepped on the Dias I completely lost the thought flow, I started stating “That everyone life is different and hence everyone has different things to change”, Then, suddenly my adrenaline kicked in and gave me information, that one thing common in this world which cannot change is “Change”. Hence, I started talking about the change which I would like to make is something in my life, because I felt I was good there. Hence, I Started off about my past giving them the situation and the Changes I wanted to make, then also forecasted, if I would make those Changes how it would affect my current life.

To answer “what did I learn from the Experience”, Firstly, Knowledge on a topic boosts the confidence level, you voice is more clear. It places you in a comfort zone. When you know what, you’re talking about then its brings people’s attention towards you. Also, there are several things which you learn when we are trying to deliver a speech or give guidance to someone. There is always self-realization. For example, in this case I learnt that there were so many things which were in my hand however, I let it go due to my ignorance, laziness, etc. Had I put in some more effort, then the story would have been completely different. I also realized that If a person wants to make an impact to the society then the change needs to begin from him first. Or he should be the person to implement it in his life and then if everyone starts thinking in a similar fashion, then this World would be a better place to live. Hence, my favorite phrase is “ What Man is a Man, Who does not make this World a better place to Live In ”.

enlightened, which basically means that I’m going to learn something which is fascinating and which might change the way the things work around me. It’s very difficult to change the facts we know to something different. Example, If I see an accident where a Car rammed into a Bus, where the fault it of the car. I have seen this accident so I know what happened. However, if someone comes and informs me that a bottle of water stuck between the break peddle and that’s why the car was not stopped, then it changes my perception of the accident. I would feel pity for the car then.

Energy as whole brings different thought to your mind. So, the very word is a message here informing you that it’s something which is unstable or trying to be stable.

Part6: Does the communicator have a responsibility to the audience?

And, does the audience have a responsibility to the speaker? Why or

why not?

Firstly, Both Communicator and audience are like customers to each other. Communicator comes to the stage with intention of making the audience know about his Agenda and to deliver the knowledge or presentation as it should be understood. An ideal situation will be where communicator delivers his presentation and it makes sense to everyone in the audience. Communicator can set his rules and explain it to the audience his expectations. For example, stating that this presentation is broken into 3 parts and after every there would be a chance of asking questions. The maximum number of question would be 5 per part. This is like making himself clear to the crowd. It takes approx. 20 secs for a person to catch attention of the audience. Couple of things which the Speaker needs to keep in mind is logistics is in place before he delivers, because these small things will make the audience lose their interest. Speak energetically, Confidence to be Top-Notch. Most importantly the knowledge on the topic.

The audience also has set of responsibility towards the communicator, where they maintain a decorum and give the speaker a chance to share his thoughts. If the audience doesn’t listen to the speaker, then it would be like pouring water on an inverted tumbler. This is case even with watching a movie, if I sleep in the movie for even 30 mins then I wouldn’t know what’s happening, which would end in a bad review for the movie. The audience should also respect the expectations of the Speaker and follow it. Also, ignore some of the unavoidable technical issues in the Hall though it’s not something they expected.

It’s a different case where a person pays to attend a meeting or a speech. Say for example if I Pay a fee of Rs. 7000 to learn about Data analytics and the speaker doesn’t know what he’s talking about then or mixes conversation which are not relevant et all, then there are chances that firm might go out of business as negativity spreads like wild fire.

Part7: Recall one time you felt offended or insulted in a business

conversation. What contributed to your perception?

Everyone Make mistakes and as there is a saying that failure is a stepping stone to success. I remember the instance when I had been to an interview, to throw a little light about the scenario, I had quit IBM then. I was looking for a change, so I started to apply for various companies. So as usual there were multiple rounds and in my case I had 3 rounds. Initially I cleared both the rounds and I had loads of confidence. I started feeling that I’m going to clear this round and it would be a piece of cake. Hence, I entered the room and I had gentleman who was young, maybe in his 30’s. Then presumption sets in me, I was thinking he’s not looking that strict and he seems to have very less knowledge than me, As I was carrying around 10 years’ experience. He Introduced himself to me and I was surprised to know that he technology lead at this age, had a thought in me that I’m still an administrator. However, he started asking me few technical questions, couple of them I had heard about them and some I never knew they existed. Slowly, the confidence level started to jitter and wear off. When this started happening, then I didn’t want to look like a fool in front of him, hence started making things up. Then, there was a time when I started to defend my answers. Then I knew I could not make it. I realized that I should have maintained the integrity and told him that I not aware of the answer rather than making it up. Later, interviewer asked me couple of questions like, I have asked you x question among which you have answered only y questions. Which is not something expected from a person with 10 years’ experience. I tried to justify that I was not given an option of learning and my job did not have much activities to learn as it was process driven.

The answer he gave made me realize lot of things and changed my perception towards the tenure of staying in an organization. He said “if you were not learning anything, then why did you stay in the company for 5 years.” I had no answer for it and I was embarrassed. But learnt that when your role is not adding value to the resume, then there is no point in staying that organization for such long. Secondly, I also learnt that before going to an interview be well prepared as per your experience. Thirdly, never try to make up things rather show zeal nous to learning or be hungry to learn.