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Friday, January 18, 2008

Then they will pass on their findings to the salesperson in the field

. Then they will pass on their findings to the salesperson in the field, who will

personally visit the customer to report the infOlmation.

Occasionally, such problems cannot be so easily solved. When a garment is defective,

for example, customer services will make a fair and speedy adjustment. Or if the defect

occurs frequently enough, a full-scale investigation may result. Possibly one or more of

the company’s technical specialists will be assigned to the problem, and they will spend

days or weeks or even longer periods searching for the answer to the problem. When

they find the answer, they will communicate this information through some fOlm of written

report.

As Ram opens the third envelope, he recognizes the

familiar off-colour brown of employee relations stationery. Inside he finds a printed

memorandum with an instruction sheet attached. This memorandum, signed by the

personnel manager, explains the new promotion plan Ram and his friends discussed on

the way to work. The instructions tell Ram to post the memorandum on the department

bulletin

. board. As Ram posts the memorandum, he reads the Company’s explanation. There is

much in it that he had not considered before, and some of the “facts” his friends used in

their arguments are strongly refuted. Ram is now somewhat confused, but he begins to

feel that the company may have a point or two.

On the way back to his desk, Ram passes the office of Sheela. Last week, Sheela was

promoted to chief order clerk- a job Ram had wanted. Ram observes Sheela sitting at

her large desk. He sees Sheela’s name printed on the door, and he observes the

carpeting on the floor. These objects clearly communicate to Ram a message of

Sheela’s success. Sheela is busily working and does not see Ram go by. “That stupid,

puzzled look on her face shows she doesn’t know what she’s doing,” Ram thinks “She

sits at her desk so high and mighty”. Sheela certainly communicates a lot to Ram, and

without saying a word.

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