CASE STUDY
EFFECTIVE
COMMUNICATIO
-GROUPN5
TO -Mrs. NEHA
SHARMA
INTRODUCING
OUR TEAM
41. KARTIK 44. SAHIL 48. KARAN
GUPTA SINGH
42. DEEPSEH 46. PARICHAY 49. VRITI
GUPTA
43. MEGHA 47. MEHAK 50. DIVYANSH
GUPTA JAIN
SUMMARY
• To summarise the given case it can be said that Mr. Oberoi
came into the shoe store in order to resolve his query
regarding the product and wanted a refund.
• Policies being strict, he was denied at first but after a heated
conversation, his demand was considered.
• Although the company’s internal communication tells us that
the company was biased depending upon the product’s price.
PROBLEM
IDENTIFICATION
Problem statement:-
• Ineffective communication from both the ends.
• Mr. Oberoi’s negligence while buying shoes and not
communicating his queries properly.
• Rahul being a little too firm while addressing the query of Mr.
Oberoi.
Describe the important characteristics of a
successful communicator with examples.
A SUCCESSFUL COMMUNICATOR POSSESSES SEVERAL
KEY CHARACTERISTICS THAT ENABLE EFFECTIVE
INTERACTION:
• CLARITY
• ACTIVE LISTENING
• NON- VERBAL
COMMUNICATION
• EMPATHY
• RESPECT
• ADAPTABILITY
These characteristics collectively help build strong relationships, resolve
conflicts, and convey ideas successfully in various contexts.
How do language skills contribute to the
effectiveness of communication?
LANGUAGE SKILLS ALLOW US TO ARTICULATE OUR
THOUGHTS CLEARLY, CHOOSE APPROPRIATE WORDS, AND
CONVEY OUR MESSAGE ACCURATELY.
Strong language skills enable us
• UNDERSTANDING
• MINIMISE MISUNDERSTANDINGS
• FOSTER EFFECTIVE COMMUNICATION.
Based on your study of the case, discuss the
strong points of Rahul and Mr. Sharma as
communicators.
READING OUT THE CASE WE CAN CLEARLY SAY THAT:
• Rahul is professional in behaviour. This characteristic can be seen through the way
he handled Mr. Oberoi's grievances & how he tried his best to handle the situation
himself.
• We can also see that Rahul is flexible as he is open for conversation even after the
fact that the shoes are used twice.
• Mr. Sharma was calm & composed throughout the situation which can be seen
through how even after Mr. Oberoi threw the shoes on the floor.
• We can also say that Mr. Sharma was professionally handling the situation when he
Discuss the importance of tone in oral
communication.
PERSONALITY PLAYS A BIG ROLE IN COMMUNICATION
• It influences how we express ourselves, connect with others, and
perceive information.
• It affects our tone, style, and approach in conversations, making each
interaction unique and personal..
IT’S LIKE OUR COMMUNICATION FINGERPRINT, MAKING EACH INTERACTION SPECIAL
AND REFLECTING WHO WE ARE AS INDIVIDUALS.
Explain what you have perceived about the
characters in the case through their non-
verbal mode of communication.
RAHUL MR.SHARMA MR.
OBEROI
• Rahul was getting • After looking • KINESICS: MR OBEROI
annoyed which down for a while. GETTING ANNOYED
could be seen • Silence: It is AFTER
through his facial powerful and has CONTINUOUSLY
expressions a positive GETTING DENIED.
meaning. After • DROPPING THE PAIR
• “Rahul looking
being silent Mr. ON FLOOR
Grim but
RELUCTANTLY
speaking Sharma
steadily” Considered the
Customer’s
situation.
POSSIBLE
SOLUTION
ONE The solution for the given problem statement can be that the
company should have same policies for all and shouldn’t be
biased based upon the price tag.
TWO As for the sales person, although it was the
company’s policy not to refund, he should’ve
treated the customer with more kindness.
THREE If it follows the strict no refund policy
then it should stand by it.
CONCLUSION
It's crucial to take into consideration various
viewpoints and make deliberate decisions in
order to attain improved communication.
THANKS FOR
WATCHING
US
