NORTH SOUTH UNIVERSITY
Course & Section: BUS 251, 09
Submitted to: Khandoker Asef Safa Kabir KSU
Lecturer, Department of Management,
North South University.
Submitted by: Md Mohtasim NeazID: 1330381630
Date: 6th December, 2017
Name of the Respondent: Dipak Das
Designation: Operations Manager
Name of the Department: Operations, Hotel Bon Vivant.
Years in the Current Position: 1 year
Date of the Interview: 04-12-2017
Location of the Interview: Plot No. 8/A, Road No. 13, Baridhara North, Dhaka- 1212, Bangladesh.
Interviewer: Hello Sir. Hopefully you’re doing fine. I would like to say ‘thank you very much’ for this interview. Interviewee: You are welcome, and I’m doing good so far. Glad to have this interview with you.
Interviewer: Thanks for your appreciation. So my first question is, “What role do you think effective communication plays in the enhancement of overall quality and performance of your department?”
Interviewee: Communication is a must for any business related works. Here, we need to meet different people like our employees, customers, and from other companies as well. The communication helps us to build a good relationship with these people, in the long run it brings us success and goodwill. So, we put more importance on having a better communication system in the department, because it ensures the betterment in quality and brings out better performance.
Interviewer: How do you usually communicate with your subordinates (i.e. employees who are working in your department)?
Interviewee: Ok. I think I believe in being good to the subordinates, because I do need to work with them. So, I personally prefer both informal and formal communication based on the situation. I like to make my subordinates connected to me always.
Interviewer: What sorts of communication tools, channels and platforms do you use to communicate with your subordinates?
Interviewee: In my office, direct conversation, e-mails, letter, memo, social media, phone calls, texting, and notice etc. are used mostly. I select one or more according to the content and its importance.
Interviewer: Do you think that it is important to communicate in a way where you will be able to claim something (i.e. communicating via emails or text)?
Interviewee: It is surely important to have the information that we send and get from customers in a regular basis. These messages are needed to be saved or stored to ensure proper transparency. You know, if we send a customer a note where it is written that the ‘Check payment’ that he/she has made could not be received yet due to insufficient balance in the bank. That note may get lost in some situations. What will happen then? The customer might claim that he/she did not receive that. This can ruin the relationship between us. So, we always try to choose a way where the information that we share are stored, or easily traced. So, in a sense, it is highly important.
Interviewer: Do you have any specific communication strategy to communicate with your subordinates?
Interviewee: Specifically, I don’t use any strategy, I like to think how would I expect my boss to behave with me if I was in that subordinate’s position. So, I like to keep it simple. It is helpful indeed, as my subordinates don’t feel hesitate to share any incident with me. This helps me to get them done what I want.
Interviewer: Do you adapt your communication style for different groups of faculties or different situations?
Interviewee: For my job, I regularly face many different people. I would say, I need to talk, behave differently understanding their needs, position, activities. So, basically I need to understand them first, then after understanding what they want from me, I try to communicate with them. I personally prefer positive words, and positive body language while communicating with any person no matter what he/she does. This makes things easy for me. The person on the other side feels more warmed and gets satisfaction.
Interviewer: How do you monitor performance of your subordinates? How do you communicate with your subordinates to help them improve their work performance?
Interviewee: Yes, monitoring my subordinates is really important. I always believe in quality and afford. I make sure that performance things are being continued in the way it is supposed to be. So, as a manager I need to take care of all the departments activities. If I see any kind of unusual scenario or performance drop from any employee, I tell that to the department he/she belongs to. I take decisions by understanding the customer’s satisfaction level. When a customer against any pat
Interviewer: Sir what kind of benchmark do you use to evaluate the performance?
Interviewee: There is a separate benchmark for evaluating the performance of employees from different departments. HR department has a distinct way to evaluate the performance. Our HR has set a performance level for every employee depending on his/her department and work. These employees do need to work hard to accomplish that goal. They are usually motivated to do so, because they get bonus for being a better performer. So, the benchmark is selected for every department, and every employee’s performance is monitored strictly by the HR guys.
Interviewer: How do you motivate your subordinates through communication?
Interviewee: As I have told you before, I always try to make my employees feel comfortable in front of me. I try to keep things simple. I always try to behave well with them, like even if I leave this job, and join another company, then these guys will remember me as a good person. And, that’s what I want. I strongly believe, you can motivate people by giving them mental support. I do not want to demotivate anyone by talking rough.
Interviewer: How do you ensure that all important information is circulated in the right way in your department?
Interviewee: I always check on what I’m doing, what my people are doing. I try to get the information saved, and recheck them if needed. I prefer both formal and informal approach to make the communication rightly.
Interviewer: How do you gather information on what’s happening in your department?
Interviewee: That’s an internal matter, and highly confidential. I can’t reveal all to you regarding this matter. But, I can tell you that I have the information about each and every work or incident taking place in my department. As a manager, that’s my job to know all, isn’t it? Also, I try to be aware always, and understand what’s going on, or why is this happening. Yeah, these sorts of stuffs are known to me by being very active, and communication with important people on a frequent basis.
Interviewer: How do you communicate with a subordinate who is consistently underperforming or who has complaints against him/her?
Interviewee: Firstly, I go through his/her recent performance, and try to understand his/her reason for this poor performance. Then, I call him/her and inform him/her about the bad performance. I tell him/her to try harder and solve your problem if you have any in order to give the performance that my company requires from you. That’s a small open conversation between us. If he/she doesn’t reform yet, then I let the matter know to the HR department, and request them to take essential approach that that person deserves. You see, I don’t like to compromise with the work, you do whatever you want, but you got to perform better. That’s it.
Interviewer: What kinds of communication barriers or communication related challenges you face as the head of the department?
Interviewee: Communication barriers could be the response from the stakeholders in an inconvenient way. Like, I know a lot of clients who are not very much friendly, or don’t behave well. No matter how well you speak, they won’t get satisfied. That’s because of the gap of communication I can say. Also, some don’t understand our messages which are sent via e-mail because of weakness in English. So, as you can understand, the situation can be very hard to handle when the communication problems arise.
Interviewer: What sorts of communication strategies and tactics can be used to improve the overall quality of your department?
Interviewee: Communication strategies basically could be firstly understanding your audience. Understand what they want, what they prefer, or how they might get satisfaction. I short, get to know your audience, then communicate with him/her or them (if many) depending on what they want to feel beneficial. So, the strategy is simple. Some employees have a little problem, as all the employees can’t be of the same caliber. So, my department provides sufficient training sessions to educate them.
Interviewer: What factors can make overall communication in your department (among subordinates) better and more efficient?
Interviewee: I think there are some factors, which can be used to make the communication more efficient. For example, being good with people, have courtesy, be honest, being transparent, being etiquette, these are helpful for better communication. Also, my employees can be trained more to understand the upper level of communication. Just to get better. I have been here for a good period; I have seen some not so positive things. But, communication can minimize unpleasant incidents.
Interviewer: Ok. I think we’re done here. Thank you very much for your kind information. Wish you a successful job life with a sound health.
Interviewee: You are welcome. It was a good interview I think. I wish you success as well. Good luck.