Effective Communication should be developed through Trust

A case study on

Effective Communication should be developed through Trust

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BUSINESS COMMUNICATION

Business Communication

Major types of Business Communication

1. Written communication2. Face to face communication3. Tele-communication4. Online communication5. Advertisement

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Effective Communication


Five P's of Effective Communication

1. Purpose2. Preparation3. Planning4. Practice 5. Performance

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• 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.


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Case Overview

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Characters in Case

Mr. Jobaer ChowdhuryB.Sc. in CSE, BRAC UniversityDesignation: Project TraineeInternship: 6 months

Mr. Kabir MohammadDesignation: Domain LeadExperience: 13 years

Business Head

Domain Lead

Team Lead

Project Manager

Trainee, Engineers

Mr. Arif RahmanDesignation: Project ManagerExperience: 9 years

Case Overview

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Work Profile:• Simulating and mending circuits• Development & validation

Mr. Jobaer Chowdhury

Achievements1. He was given the in charge of entire procurement team & reviewing

electronic items2. He found flaws in inventory system .optimized it using software and

reduced the whole project life cycle time by 23%3. His inventory model was accepted & implemented by other teams 4. His manager rewarded him for his innovation

Strengths• Very good at performing task• Committed to all deadlines

Case Overview

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Mr. Mashiur RahmanDesignation: Senior EngineerExperience: 3 years

Opinion

• Jobaer 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

“Jobaer 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”

Case Overview

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Mr. Jobaer ChowdhuryMs. Sadia, Project Manager

Sadia: “Hi! Am I speaking to Mr. Jobaer

Jobaer: “Yes, Jobaer Speaking”

Sadia: “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”

Jobaer: “Thanks Sadia. I would talk to my manager regarding the same and revert back in case they are not hiring me”.

Case Overview

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Mr. Jobaer Chowdhury Mr. Arif Rahman• So he had a talk with his current manager, Mr. Arif who asked

his manager Mr. Kabir Mohammad about the vacancy• Within 2 days he got a reply that Mr. Arif & his manager are

very satisfied with his performance• Mr. Arif informed him that Jobaer’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

Statements by Mr. Arif

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“ No need to worry. You can decline your proposal from Sadia & 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.

Mr. Arif Mr. Jobaer

Jobaer in Interview

• Jobaer rejected Miss Sadia’s offer• Jobaer waited for the day to come…• During the interview, none of his managers were present• Jobaer 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.

• Jobaer managed the out of box questions as he was resolving partly the technical disputes of other team

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“Why Mr. Arif, 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 Sadia’s offer. You only assured me that the

interview was just a formality & I need to concentrate on my work.

“Jobaer,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. Jobaer

Mr. Arif

Mr. Arif

Case Overview

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Mr. Jobaer Chowdhury Ms. Sadia,Project Manager

Jobaer: “Hi Sadia, Jobaer speaking. Earlier you called me regarding a opening in your team. Is it still there”

Sadia: “Jobaer there is no vacancy in our team expected probably till next 6 months”

Jobaer: “Thanks Sadia.”

• Jobaer 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.

• Jobaer was helpless.• Finally he resigned

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Jobaer’s Perception

Mr. Jobaer

HRCannot help

Teaching Notes16


Prior action to overcome the situation

• When the feedback was delayed, Jobaer should have thought about the other odd situations.

• He 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

• He should have given a trial, to freely convey the same to his domain HR 17


Major Communication Barrier• Lack of transparency in communication• Lack of fulfillment of commitment by the manager • Lack of trust• Perception: Jobaer believed that HR cannot solve his problem

in any way • Lack of privileges to junior level employees to discuss &

resolve their personal issues.

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Conflicting statements “ No need to worry. You

can decline your proposal from Sadia & 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 ” 19


“ 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 ”

Mistakes committed by the Management

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• Project manager should have kept control on his emotions and waited till the results of the interview came out

• He shouldn’t have assured Jobaer, rather should have told him to prepare well without giving any guarantee before hand

• Project manager should have justified Jobaer stating him the actual reasons for not selecting him & should have cleared all his doubts

• Jobaer should have been given with adequate time to make necessary arrangement before he applies for resignation

Role of HR & its policy

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• Open door policy should be implemented• HR department should train their managers

about maintaining transparency, accountability & credibility within employees• Feedback should be collected from

employees when they are leaving job about the reason for leaving• HR Dept. should train managers about

communication barriers and improve their communication skills.

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

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Effective Communication should be developed through Trust

Documents

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