All case are compulsory:-
Case I
HAZARDS OF HILLS
INTRODUCTION
This case is based on an actual incident which took place in an Army Unit deployed in field area. A part of a Battery (about ¼ of an Artillery Regiment) was deployed in a snow bound high altitude area of Kashmir. This was the first time, an artillery unit was deployed in an area with roads and tracks still under development. Preparation of this area for such a development needed a lot of digging for guns, pits for ammunition storage, living place of the personnel, slit trenches and weapon pits for local ….
incident very sympathetically and promised to assist in whatever way he could. This officer was a contemporary of the unit in a previous station and had excellent relations and interaction with the unit. Some items were offered by the workshop officer and replaced accordingly. The vehicle was made roadworthy again within a fortnight and put on road for duty. All the enquiries were dispensed with and there was no loss of face by anyone at any level. It is pertinent to mention that it had snowed in that location as soon as the recovery party came out of the hills.
QUESTIONS:
1. What are the qualities of a good leader? In this case, how were they applied?
2. Which factors contributed to motivate the troops to go ahead for such a difficult task as recovering a damaged vehicle from such a difficult and treacherous terrain and getting it repaired in such a short time?
3. Which incidents indicate the importance of good interpersonal relationships with juniors, peers and superiors and what is the importance of good interpersonal relationships?
Case II
Checking Out a Guest
A guest walked up to the front desk agent in an upscale hotel, ready to check out. As she would normally do when checking out a guest, the agent asked the guest what his room number was. The guest was in a hurry and showed his anxiety by responding, “I stay in a hundred hotel rooms and you expect me to remember my room number?”
The agent then asked for the guest’s name, to which he responded, “My name is Mr. Johnstein.” After thanking him, the agent began to look for the guest’s last name, but the name was not listed in the computer. Because the man had a heavy accent and the agent assumed that she had misunderstood him, she politely asked the guest to spell his last name. He answered, “What? Are you an idiot? The person who checked me in last night had no problem checking me in.” Again, the agent looked on the computer to find the guest.
The guest, becoming even more frustrated, said, “I have a plane to catch and it is ridiculous that it has to take this long to check me out. I also need to fax these papers off, but I need to have them photocopied first.” The agent responded, “There is a business center at the end of the counter that will fax and photocopy what you for it. Haven’t you ever heard of customer service? Isn’t this a five-star hotel? With your bad attitude, you should be working in a three-star hotel. I can’t believe they let you work here at the front desk. Haven’t you found my name yet?”
The agent, who was beginning to get upset, asked the guest again to spell out his full name. The guest only replied, “Here are my papers I want faxed if you are …
was finally able to find his name on the computer and checked him out, while he continued to verbally attack her. The agent finished by telling the guest to have a nice flight.
Questions:
1. Is it appropriate to have the manager finish the check-out? Or, should the front desk agent just take the heat?
2. Would you have handled the situation in the same manner?
3. What would you have done differently?
4. Communication improvement is required for both of the parties involved or any one of them? Justify your opinion.
CASE III
EMPLOYMENT INTERVIEW OF R P SINHA
Mr. R P Sinha is a MBA. He is being interviewed for the position of Management Trainee at a reputed company. The selection committee’s is chaired by a lady Vice – President. Mr. Sinha’s interview was as follows :
Committee : Good morning !
Mr. Sinha : Good morning to Sirs and Madam !
Chairperson : Please, sit down.
Mr. Sinha : Thank you (sits down at the edge of the chair, keeps his portfolio on the table)
Q. Chairperson : You are …
for those starting as Management Trainee. The Chairperson thanks Mr. Sinha. Mr. Sinha promptly says in reply, “you are welcome,” and comes out.
Questions :
1. Do you find Mr. Sinha’s responses to various questions effective? Give reasons for your view on each answer given by Mr. Sinha.
2. Rewrite the responses that you consider most effective to the above questions in a job interview.
3. Mr. Sinha has observed the norm of respectful behaviour and polite
conversation. But, do you think there is something gone wrong in his case ? Account for your general impression of Mr. Sinha’s performance at the interview.
Case IV
Outsourcing Backlash Gets Abusive, Ugly
I don’t want to speak to you. Connect to your boss in the US,” hissed the American on the phone. The young girl at a Bangalore call centre tried to be as polite as she could.
At another call centre, another day, another yound girl had a Londoner unleashing himself on her, “ Yound lady do you know that because of you Indians we are losing jobs.”
The outsourcing backlash is getting ugly. Handling irate callers is the new brief for the young men and women taking calls at these outsourced job centers. Supervisors tell them to be “cool”.
Avinash Vashistha, managing partner of NEOIT, a leading US-based consultancy firm says,” Companies involved in outsourcing both in the US and India are already getting a lot of hate mail against outsourcing and it is hardly surprising that some….
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“It’s happening often enough and so let’s face it,” says a senior executive of a Gurgaon call centre, adding, “This doesn’t have any impact on business.”
Questions:
1. Assume you are working as an operator at a call centre in India and are receiving irate calls from Americans and Lodoners. How would you handle such calls? Conceive a short conversation between you and your client, and put it on paper.
2. “Keep your cool.” What does this mean in term of conversation control?
3. Do you agree with the view that such abusive happenings on the telephone do not have any impact on business? Justify.
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