EBC ASSIGNMENT-1

Name: Praveen Kumar D

Batch: EPGDM Jan 2017
Permanent Reg No: 170101611116
_____________________________________________________________________________________

1. How can we apply Jack Gibb’s supportive communication techniques when we

interact with people?

The Gibb Categories are elements of a strategy for interpersonal communication. Separated into
defensive and supportive techniques, the categories provide a framework for effective
communication.

When we interact with people we must know whom we talking/interacting (example:- In an

organization different kind of people will working like labor, engineers, managers etc..) depends on
people our interaction and way of talking/writing e-mail’s will differ as per Gibb’s categories point out
six defensive behaviors used during interpersonal communication. Gibb was then able to come up
with six opposing viewpoints that are known as supportive behaviors.

 Evaluation - these are known as “you” statements and put all the focus on the other person,
this kind of behavior is about judging the other communicator.
 Control - which is when one person is forcing a solution upon the other person, this means
that the speaker is making a decision that affects both the speaker and the listener without
considering what the listener wants or needs.
 Strategy - which can be used when a person feels threatened, this form is about manipulating
the other person in order to come out on top. Strategy can be very hurtful as the speaker is
being deceitful.
 Neutrality - when the speaker has little concern or interest in the conversation, neutrality
makes the listener feel unwelcome and unimportant, the opposite of this is empathy.
 Superiority - when a person believes that they are better than the listener and can be shown
by the way the speaker delivers the message.
 Certainty - When communicators believe they are right and that the other person is wrong
and will not listen to the other person’s ideas they are demonstrating certainty behavior,
provisionalism is the supportive behavior that contrasts certainty.
 EBC ASSIGNMENT-1

Name: Praveen Kumar D

Batch: EPGDM Jan 2017
Permanent Reg No: 170101611116
_____________________________________________________________________________________

2. Read the following complaint filed by an irate customer about the quality of
biscuits purchased from a company, and the response sent by the company.

Complaint by customer:
I bought two packets of Delicious Biscuits recently; unfortunately, the
biscuits are all in pieces or crumble quite easily when handled. This has
been occurring for about the past four months. The retailer is quite
prominent [ Appu Stores in Ahmedabad ], and I doubt that they are at fault.
I am quite disappointed in the decline of Delicious Biscuits.
Regards,
A loyal customer
………………………………………………………………………………………………………………………
Reply to the complaint:
Dear Dr. Maheshwari,
Thank you very much for your valuable feedback. Customers like you are an
integral part of our business and your satisfaction is very important to us.
We are very sorry for the inconvenience caused to you in this instance. We
shall contact you shortly to understand the nature of your complaint first -
hand and take remedial action.
We shall also be glad to have your suggestions on what kind of products you
would like Delicious Biscuits to make in the future.
Best regards,
Customer Service division
Delicious Biscuits
………………………………………………………………………………………………………………………………

Comment on the following:

a) The opening and closing of the response sent by the company.

The opening of the email is warm greetings and giving more importance to the customer
this will give provide an imprecation that company is focused on customer satisfaction
and closing is common to improve company product to another level.
 EBC ASSIGNMENT-1

Name: Praveen Kumar D

Batch: EPGDM Jan 2017
Permanent Reg No: 170101611116
_____________________________________________________________________________________

b) The tone of the response.

E-mail tone is good and polite this will impress the customer.

c) The company’s strategy in handling this complaint.

Strategy is investigate and identify the problem where the damage accrued this will help
to the company for better growth, better service and deliver quality products.

d) The audience analysis of the response.

It’s a positive to the customer It shows that the company is responsible as it acts instantly
on the complaint by sending a response stating that they will look into the matter.

3. Handling Bad news on e-mail:

Akash is a part of the Operations team at NeedHelp, an IT company focused on

healthcare. His team is dedicated to book appointments and handling customer
support for patients. He is one of the best employees in the department. He is
confident, outgoing and fluent in English. He has been awarded the ‘employee of
the month’ thrice in his work experience of eight months. Despite his admirable
performance, Akash has conflict with almost all members in the team. He is not a
team player.

The appointment booking team [ABT] and customer support team [CST] are the two
teams forming the backbone of the operations department at NeedHelp. Consisting
of 57 employees, the members of the operation team would handle close to 1500
calls seeking appointments with Doctors in a day. When the appointments are
booked, the recorded voice calls are monitored by the Quality Surveillance [QS]
team. The QS scans the calls to check if they meet the required standards in terms
of call duration limit, call script and other protocol. Though it is not possible to stick
to the call script 100%, it is advised to not go below a certain level.

Well, Akash does neither worked along with the team nor does he believe in sticking even
slightly to the call script or taking positive feedback from the QS team. George, the QS
head,
 EBC ASSIGNMENT-1

Name: Praveen Kumar D

Batch: EPGDM Jan 2017
Permanent Reg No: 170101611116
_____________________________________________________________________________________

has been after Akash to adhere to the call script and receive feedback. Akash is too sure of
himself to bother about QS reports. After warning Akash, at least four times, George Writes
to him:

Akash gets furious upon reading the mail and thinks that complying by it would just mean
giving in. It piques his pride. He replies the email with anger and later directly goes to the
VP, Operations. Gradually Akash’s ratings fall drastically. The management starts giving
more emphasis to his conduct, side tracking his performance. He is viewed as an example
of how not to be. His mail to George reads the following way:

Questions:

1. What are the key e-mail etiquettes that one must adhere to in the work place?

Professionals communicate in a professional manner regardless of the mode of communication.

If you are a consummate professional you know that putting your best foot forward at all times is
just what you do.
1. It’s important to remain professional in company communications, both to appear competent
to your internal team, and because you never know who may intercept your mail.
2. Emails that are to the point and easy to read are more efficient. Lastly, employees that
understand email etiquette are less likely to put the company at risk. With the bulk of
company communications still moving through email, it is crucial to make the best impression
when using this enterprise application.

2. How should Akash be counselled by the Head of Operations?

HQ may discuss with Akash to explain the situation and make him understand that how the script
is important while talking to customer because its professional way so that it will help meet our
company standard, Ability to work effectively in a team and on own initiative.