Assignment

Name – Karmdeep

Roll no. 230101010008

Class – MBA 1st Year

Subject – Business Communication (MBA 106)

Submitted to – Dr. Mani Shreshtha

Question 1: - When communicating with a Customer Care Executive of a mobile service

provider, the communication process involves several components that are essential for a
successful and effective conversation.

Ans. If I am communicating with the customer care executive the component of communication process
during the conversation will be as follows.

Sender: as I will be the sender who send my queries to the customer care executive for the mobile
services. I will be reaching out to the Customer Care Executive to express their needs, concerns, or
inquiries related to their mobile service.

Message: The message will be related to the issue. The message is the information, request, or problem
that the customer wants to convey to the Customer Care Executive. It can include issues like billing
problems, service disruptions, plan changes, or general inquiries.

Encoding: The encoding is about the way you or in which form you transmit the message. Encoding
refers to the process of the customer formulating and organizing their message in a way that can be
understood by the Customer Care Executive. This involves using clear and concise language to express
the issue or request.

Channel: The is medium in which you want to transmit the message. The channel of communication is
the medium through which h the customer communicates with the Customer Care Executive. This can
include phone calls, live chat, email, or even in-person visits to a customer service center.

Decoding: The message which you have delivered is in form of code now we have to decode it.
Decoding is the process by which the Customer Care Executive interprets and understands the
customer's message. They must listen carefully, read the message, or observe the customer's behavior
to comprehend the issue or request accurately.

Receiver: The message which we have delivered now reached the person whom we want to send. The
Customer Care Executive is the receiver in this communication process. They play a crucial role in
understanding the customer's concerns and responding appropriately.
Feedback: now we will receive the information about complaint which we have filed. Feedback is
essential for effective communication. In this context, feedback involves the response and actions taken
by the Customer Care Executive. This may include providing solutions, answering questions, or
escalating issues for resolution.

Distraction: These are the hindrance in the communication method or the message which we want to
send to the receiver.it can be like noise, wrong decoder, technical issues, language barriers, or
misunderstandings.

Context: The context is main crux or the thing which you want to explain about your situation. The
context of the communication includes the overall situation, including the customer's history with the
mobile service provider, their previous interactions, and the specific issue or request they are
addressing.

Feedback Loop: The feedback loop is created as we ask question to the executive again and againand
tells as also the things to be done. After the initial response from the Customer Care Executive, the
customer may provide further input or seek clarification. This feedback loop is a critical part of resolving
issues and ensuring customer satisfaction.

Resolution and Follow-Up: We have take follow up so that we can improve our self. The resolution or
action taken to address the customer's issue is an important component of the communication process.
Follow-up, when necessary, ensures that the problem is fully resolved and the customer is satisfied.

Effective communication between the customer and the Customer Care Executive is crucial for
addressing customer concerns, resolving issues, and maintaining a positive customer-provider
relationship. Each of these components plays a role in ensuring a successful customer service
interaction.
Question 2: - Mention five types of communication barriers you face in your daily life. Explain each
such situation.

The communication barriers which I face daily in my life are as follows:

Linguistic Barrier:

As being from village, the challenge or the barriers that had to be face mainly is language barrier. This is
so hard to communicate and make them understand although knowing the language properly isn’t
enough for a good communication. Mainly due to the tone of speaking English or Hindi with my friends
as some have very fluent English-speaking skill. I face specially with conversation with my friends.

Psychological Barrier:

I have the fear and phobia of mass speaking, they get fear to present something in public that creates
the gap between the group in classroom, teachers, even with friends. So, mental issues can be the
barrier to effective communication. I face special during the debate competition in my department.

Lack of Transparency & Trust:

It is extremely difficult to communicate anything when there is a lack of transparency and trust. For
example, if your friends believe you are holding something back, they will be anxious, some will
speculate, and as a result, it will be more difficult for them to process any attempt you make to
communicate with them. I face when friends think I’m holding something with me.

Attitude Barriers:

Certain people like to be left alone. They are the introverts or just people who are not very social. Others
like to be social or sometimes extra friendly! Both these cases could become a barrier to
communication. Some people have attitude issues, like huge ego and inconsiderate behaviors. I face
mainly with my classmate who have some ego or attitude and go to them for help.

Cultural Barriers of Communication:

As the world is getting more and more globalized, any large office may have people from several parts of
the world. Different cultures have a different meaning for several basic values of society. Dressing,
Religions or lack of them, food, drinks, pets, and the general behavior will change drastically from one
culture to another. I face with my classmate and friends as they are from different community and
religion so they have different culture. it become sometimes difficult to understand there ideology.
Question 3: -Write about yourself.

My name is Karmdeep and I’m from Hisar a place which is famous for the name of “steel city” of
Haryana.

Question 4: -Write the agenda items to be discussed in a meeting of the student club of your
department.

The student club of my dept. which I’m taking is Industrial Interaction Club.

 Introduce mindfulness lessons.

 We can have Interactive lessons with specialized person.
 Activity should be done to promote your own club.
 Stress coping seminars
 Proper behavior code learning for students which help them in their professional life.
 Organize events such as seminars or webinars.
 Budget information.
 Technical aspects of stock market.
Question5: -Write an email to the Director, Haryana School of Business, GJUS&T, Hisar
mentioning a proposal to organize a Skill Development Workshop for MBA students. You can
make suitable assumptions.

Respected Sir,

SUBJECT: Permission for organizing Skill Development workshop on Social media marketing.

I am writing to you on behalf of the Industrial Interaction Club of the MBA program at Haryana School
of Business, GJUS&T, Hisar. We are interested in organizing a workshop for our MBA students on the
topic of Social Media marketing concepts.

In today's digital age, the significance of social media in marketing strategies cannot be overstated.
Social media platforms have become essential tools for businesses to connect with their audiences,
promote their products or services, and build brand recognition. To address this vital aspect of modern
marketing.
It has become an essential part of any business strategy in today’s digital age. It is important for
students to have a thorough understanding of marketing strategies, tools and techniques to be
competitive in the job market. Therefore, we propose to organize a workshop on marketing strategies
for our MBA students.

We would like to invite a knowledgeable and experienced professional to conduct this workshop. We
understand that your institution has a strong network of industry experts and professionals who would
be ideal for this role.

The workshop would be a two-day event, preferably held on a weekend, to accommodate our students’
schedules. We would also like to have a Q&A session at the end of the workshop to allow students to
ask questions and clarify their doubts.

We believe that this workshop would be a valuable addition to our MBA curriculum.

Thank you for your time and consideration.

Your Sincerely,

Karmdeep (President of Industrial Interaction CLUB)

On behalf of Industrial Interaction Club of Haryana School of Business, GJUS&T, Hisar

Question6: - You have visited a popular Water park of your city with your friends. You found the
quality of service is not up to the mark write a letter to the manager of the water park, complaining
about the issue.

To:

Mr. Balwan Singh

Manager, Splash fun park,

Hisar

Subject: To improve the staff at reception.

Respected Sir,

I am writing to complain to you about the inconvenience that I have had faced at your water park during
my visit.
Last weekdays, I had a visit to your water park along with my family. We stayed at your park for the
entire days. However, on the last day, we found your receptionist misbehaved with me and my family
members she was very rude at us. Therefore, I just requested your staff to replace it otherwise it would
be a great hurdle for you.

I really felt very sad afterward. Moreover, the staff was arguing with me and did not ready to apologize
for the same. Certainly, it was a terrible experience.

Nevertheless, I would like to recommend you to take care of the guests. It should be the duty of the staff
that guests curtail any kind of inconvenience.

Take this matter into your consideration.

Yours faithfully,

Karmdeep

Question 7: - Write a representation to the Vice Chancellor of your University mentioning safety
concerns of the students.

Vice-chancellor,

Guru Jambheshwar University of Science and Technology, Hisar, Haryana, India.

I write to you in a collective capacity of all the students who are very scared after accident case in our
campus. The students and their parents are very scared after this horrifying experience relating to the
bike and car accident.

Sadly, this is not the first time, I am aware of more than a dozen cases in no. of universities and colleges
where peer spoils one’s life by rash driving in university campus and put others life in danger.
We feel that there should be a general awareness seminar for students to teach them and guide them
by giving them examples of their families. We must now, take further and more proactive action in
attempting to raise awareness, reduce the number of such accidents and ensure the safety of our
students.

Thank you for taking the time to read this letter.

Yours sincerely,

Karmdeep

Representative of Industrial Interaction club

Thank you sir for giving this assignment and write about our self .