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About Pankaj Bhargava
Expertise
Questions related to choice of career, inter-personal issues at the workplace, performance management issues, structure issues, compensation structuring issues, culture building issues, linking HR with org. strategy

Experience
17 years in HR and Org. Development, designing & facilitating interventions, leading an HR team of an Indian multinational

Publications
HR magazine of TISS (an HR institute of repute - Tata Institute of Social Sciences)

Education/Credentials
B. Tech (Chemical Engineering) from IIT Mumbai (one of the most reputed engineering school in India) and PGDM (MBA) from IIM Kolkata (one of the most reputed management institutes in India).

Awards and Honors
Was awarded the Gold Medal for excellence in HR by the Bengal Chamber of Commerce at IIM

You are here: Experts > Jobs/Careers > Human Resources > Human Resources > establish and maintain professional relationships and effective communication

Human Resources - establish and maintain professional relationships and effective communication

Expert: Pankaj Bhargava - 10/31/2009

Question
Hi Pankaj,
Please, how to establish and maintain professional relationships and effective communication with parents and other family members of our children

The Question is as following:

Task 1: Establish positive relationships with family members
The Singhs have recently moved to Summerville. They wish to enrol their son, James who is four years old in our centre. Mr Singh has made an appointment to visit our centre next week and find out more about our services. I will be away and I want you to meet him and answer his queries.
In preparation for this meeting with him, I want you to jot down strategies and ideas to ensure that we establish a positive relationship with him and lay a good foundation for future interactions.
Here are some questions:
1. What will you do to ensure that a welcoming atmosphere is created for Mr Singh’s visit?
2. How would you introduce yourself to Mr Singh and outline your role at our centre? How will you show him our facilities?
3. What strategies would you adopt to develop his confidence in our service and enable him and his family to actively participate in his child’s experiences after he has enrolled at our centre?

Task 2: Share information about children with family members and other interested parties
You need to be clear about how you will share information about children’s progress with their family. Please answer the following questions:
1. How will Mr Singh be informed about his child’s participation in your centre’s programs and how often will this happen?
2. What is a centre’s policy regarding collecting and recording information relating to children’s progress at the centre and communicating this to parents?
Task 3: Respond to family members’ concerns
Mr Singh makes the following requests:
His family are vegetarians and James does not eat meat
The family are concerned about sun exposure
He does not want his child to play in a group which has girls
He does not want his child to participate in “Girly” activities
He would like consistency with home and wants the service to smack James when he misbehaves
How would you listen and respond to each of the points raised by Mr. Singh

Task 4: Support a diverse range of families
Let us revisit task 3.
In that task you indicated how you would respond to a range of requests from Mr Singh.
For this task indicate how you would ensure that you have demonstrated the following skills in your interaction with Mr Singh. You could cover each question in 5 to 10 lines.
1. Communicating information in a appropriate way.
2. Ensuring that your communication is appropriate to the age, linguistic background of the individual/group.
3. Using verbal and non-verbal communication styles, as appropriate.
4. Communicating the final decision clearly to all involved.

Please, you can answer promptly, I can wait, take your time

Thank you for your help Pankaj

Regard Emma

Email:

Answer
Dear Emma
I need to understand some aspects before I respond to the question in a more meaningful manner. What is this task and situation all about?

Is it something that you are facing at work or as part of a job interview or is it a case posed as part of your college course and you need to respond to that. The reason for asking is that if it is the former, then I would like to understand some more aspects about the situation such as what is this service all about. What are the values and policies of the organization. What is their approach to their customers etc.

If it is for a course, then I would like you to share your thoughts on the topic and I will be happy to add my perspective to it. The reason for saying this is that I see my role as enabling your thinking and adding to it rather than providing a ready made response and thereby curbing your thinking.

Hope you see this response in the right spirit. I look forward to your response and I will be happy to take it forward from there. All the best.

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