Cross-cultural Communication Skills – CHANGING INDIA by Sudha Murthy

Life lessons from the story

When different cultures come in contact, there is bound to be some kind of conflict between them. This conflict arises mainly from the different perceptions and stereotyping of a particular cultural group by another. The narrator in this personal story is the well-known Indian personality Sudha Murty, chairperson of the Infosys Foundation. She gives two contrasting accounts of her visits to the US, one in 1979 and another in 2009. Her first visit to the US was bitter and unpleasant not only because of her long, roundabout flight, but also because of the strict stamp procedures and the tough and culturally insensitive questions she was asked by the immigration officer.

Ignorance of the culture of another country leads the officer to ask absurd questions about India. The image of India as being a land of snake charmers, maharajas and elephants was created during the colonial period and this continued perception of India in 1979 was naturally a shock for Sudha Murty who was trained as an engineer and worked as the first woman engineer with the Tata Company in Pune.

This critical situation of a failure to communicate due to cultural differences can be bridged by an active interest in another culture as exemplified by the African American in Sudha Murty's second account of her experience at Miami airport.

Unlike the two immigration officers in the first account, the African American visits Indian restaurants, eats good food there, enjoys watching Hindi movies, hums Hindi songs, and even appreciates Kajol as talented artist. Unlike the documentary referred to by the second officer in the first account, good movies can certainly throw light on another culture, especially if the culture is quite different from one's own.

Similar cultural gaps exist between people from different language groups in our own country, but information and communication technologies such as television, the Internet, Whatsapp, etc., have recently helped people understand each other better.

As Sudha Murty points out, it is the responsibility of each culture to communicate itself to others in terms of political, social, economic and technological advancements to facilitate a better perception of that culture.

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Thinking about cross-cultural communication skills

1.     How would you describe the concept of culture? Culture is the shared beliefs, customs, and practices of a group of people. It shapes how individuals behave and communicate within their society.

2.     What are some of the rituals, events, practices, and values you associate with your own culture? In my culture, festivals, family traditions, and respect for elders are central. We also emphasize community, education, and hospitality.

3.     Are you familiar with any other cultures? What are some of the values, practices, or events you associate with them? Yes, I am familiar with cultures like American and African. In these cultures, values such as individuality, community involvement, and cultural events like Thanksgiving or music festivals are significant.

4.     What do you think is the role of culture in cross-cultural communication? Why do you think cross-cultural communication is important? Culture influences how people communicate and interpret messages. Cross-cultural communication helps build understanding, bridges gaps, and fosters respect among diverse groups.

5.     Why do you think we need to be comfortable with multicultural milieus today? Being comfortable with multicultural environments is essential for personal and professional growth. It allows us to collaborate with people from diverse backgrounds and fosters inclusivity.

Workplace skills

1.     Why do companies create a work culture for themselves? Companies create a work culture to set clear expectations for behavior and performance. It helps in building a cohesive environment where employees can align with the company’s values and objectives.

2.     Why do companies conduct induction or orientation programs for new recruits regularly? Induction programs help new recruits understand the company’s culture, policies, and expectations. They provide a smooth transition into the workplace and ensure that employees are well-informed from the start.

3.     Why do companies organize cross-cultural awareness training programs for their employees periodically? Cross-cultural awareness training helps employees understand and respect cultural differences. It improves communication, reduces conflicts, and enhances collaboration in a diverse work environment.

4.     How do companies attempt to understand the culture in which they conduct their business operations? Companies research local customs, social norms, and business practices. They may also engage with local experts or conduct market studies to better understand the cultural nuances of the region.

 

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In a paragraph of 150 words, write about a businessperson or anyone who travelled to other countries and had both positive and negative experiences at the Immigration counters in airports.

Case Study: The Impact of Cultural Differences at Immigration Counters

Rajesh, an Indian businessman, traveled to the United States for a conference in 2022. Upon arriving at the immigration counter, he encountered a mixed experience. The first officer was not very familiar with Indian culture and asked a few culturally insensitive questions, such as, "Do you still have snake charmers in India?" Rajesh felt uncomfortable and disappointed by the officer’s ignorance. However, during his second visit to the counter, a different officer greeted him warmly and complimented his traditional Indian attire, saying, "Your outfit looks beautiful. Is it for a special occasion?" The officer was patient and spoke slowly, understanding that English might not be Rajesh’s first language. When Rajesh mentioned he was visiting family, the officer kindly acknowledged, "It’s great that you're spending time with family." Despite the initial negative experience, Rajesh felt much more comfortable the second time, highlighting how cultural awareness at immigration can significantly impact a traveler's experience.

 

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Multiple Choice Questions (MCQs)

1. What was the reason for Sudha Murty's unpleasant experience in the US in 1979? a) Long flight
   b) Immigration procedures
   c) Language barriers
   d) Cultural misunderstanding
2. What stereotype did the immigration officer have about India in 1979?
   a) India is a land of technology
   b) India is a land of snake charmers and maharajas
   c) India is a highly developed country
   d) India is known for its food
3. How did the officer’s perception of India affect Sudha Murty?
   a) She was angry
   b) She was shocked
   c) She was confused
   d) She was entertained
4. Who was Sudha Murty in 1979?
   a) A student
   b) An engineer with Tata Company
   c) A professor
   d) A businesswoman
5. What profession did Sudha Murty hold in India?
   a) Doctor
   b) Engineer
   c) Lawyer
   d) Teacher
6. How did the African American in Sudha Murty’s second visit differ from the immigration officers in her first visit?
   a) He asked questions
   b) He was interested in Indian culture
   c) He ignored Indian culture
   d) He was unfriendly
7. What cultural activities did the African American enjoy?
   a) Watching English movies
   b) Eating Indian food
   c) Avoiding Indian food
   d) Learning Hindi
8. What language-related technology helped bridge cultural gaps in India?
   a) Radio
   b) Television and Internet
   c) Landline phones
   d) Newspapers
9. What kind of cultural gaps exist within India itself?
   a) Between language groups
   b) Between different religions
   c) Between villages and cities
   d) Between different professions
10. How does communication help in reducing cultural misunderstandings?
    a) By ignoring differences
    b) By increasing knowledge and awareness
    c) By keeping traditions intact
    d) By avoiding cross-cultural exchanges
11. What did Sudha Murty think was important for improving cultural perceptions?
    a) More documentaries
    b) Better technology
    c) Active cultural communication
    d) Political reforms
12. In which year did Sudha Murty visit the US for the second time?
    a) 1989
    b) 1995
    c) 2009
    d) 2015
13. What did the African American do to show interest in Indian culture?
    a) He read books on India
    b) He visited Indian restaurants
    c) He traveled to India
    d) He watched Bollywood movies
14. What does Sudha Murty’s second visit to the US reflect?
    a) Growth in cultural awareness
    b) Loss of interest in cultural exchange
    c) Continued misunderstandings
    d) Lack of interest in Indian culture
15. What was the perception of India in the US in 1979?
    a) A land of rich culture
    b) A technologically advanced nation
    c) A land of snake charmers and elephants
    d) A land of vast forests
16. What is Sudha Murty’s main message in the story?
    a) People should travel more
    b) Cultural gaps should be bridged through active interest
    c) Technology has little role in culture
    d) People should ignore cultural differences
17. How did Sudha Murty describe her experience at the airport in 1979?
    a) Friendly and welcoming
    b) Exciting and pleasant
    c) Unpleasant and culturally insensitive
    d) Informative and educational
18. What did the African American admire about Hindi movies?
    a) The music
    b) The directors
    c) The actors
    d) The storylines
19. What was the initial stereotype about India in the US created during colonial times?
    a) India is a modern country
    b) India is backward
    c) India is a land of elephants and maharajas
    d) India is rich in resources
20. How did the immigration officer in 1979 view Sudha Murty’s nationality?
    a) With respect
    b) With ignorance
    c) With admiration
    d) With suspicion
21. What technology has helped bridge cultural gaps in modern times?
    a) Books
    b) Newspapers
    c) Whatsapp and Internet
    d) Radios
22. What can help people better understand a different culture?
    a) Reading books
    b) Watching documentaries
    c) Watching good movies
    d) Ignoring other cultures
23. What was the response of the immigrants when Sudha Murty explained the new rule?
    a) They were confused
    b) They were pleased
    c) They were upset and left
    d) They ignored her
24. What role does culture play in how people perceive others?
    a) It has no role
    b) It creates misunderstandings
    c) It brings people together
    d) It causes separation
25. What did Sudha Murty think about the company’s responsibility in cross-cultural communication?
    a) It should provide more rules
    b) It should ignore cultural differences
    c) It should communicate its culture to others
    d) It should avoid cultural exchange

Answer Key:

1. b) Immigration procedures
2. b) India is a land of snake charmers and maharajas
3. b) She was shocked
4. b) An engineer with Tata Company
5. b) Engineer
6. b) He was interested in Indian culture
7. b) Eating Indian food
8. b) Television and Internet
9. a) Between language groups
10. b) By increasing knowledge and awareness
11. c) Active cultural communication
12. c) 2009
13. b) He visited Indian restaurants
14. a) Growth in cultural awareness
15. c) A land of snake charmers and elephants
16. b) Cultural gaps should be bridged through active interest
17. c) Unpleasant and culturally insensitive
18. c) The actors
19. c) India is a land of elephants and maharajas
20. b) With ignorance
21. c) Whatsapp and Internet
22. c) Watching good movies
23. c) They were upset and left
24. b) It creates misunderstandings
25. c) It should communicate its culture to others

 

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PROVERBS ON CROSS-CULTURAL COMMUNICATION SKILLS

a. The stranger sees only what he knows. (African)
b. He who uses words well is at home everywhere. (Dutch)
c. Whatever is written on the face is always seen. (Palestinian)
d. Custom and law are sisters. (Slovak)
e. A cup of coffee commits one to 40 years of friendship. (Turkish)
f. Bragging saves advertising. (American)
g. Boasting begins where wisdom stops. (Japanese)
h. A bad compromise is better than a good lawsuit. (Vietnamese)
i. In a deal, there are two fools, the one who asks too much and the one who asks too little. (Russian)
j. Where there's a glut of words, there's a dearth of intelligence. (Indian)

In my mother tongue (Gujarati), there is a proverb: "Jo dil thi kare, vo sada sukhde." This means, "What is done with a true heart, always brings happiness." It highlights the importance of sincerity, which is central to effective communication across cultures. Another one is: "Naak bandh, dil khool." (Close the nose, open the heart) — meaning, be open-minded and considerate in understanding others.

My favorite proverb is "He who uses words well is at home everywhere." (Dutch) because it emphasizes the power of communication. It suggests that if you can communicate effectively, you can connect with people from any culture, making you feel at home anywhere.

2. Chosen Proverb: The proverb "The stranger sees only what he knows" (African) best summarizes Sudha Murty's story. She was shocked by the immigration officer's perception of India, rooted in outdated colonial views. The officer saw India through a narrow lens, just as the proverb suggests that people see only what they know, limited by their own experiences and biases.

3. Understanding People from Their Own Cultural Perspectives

Understanding people from their own cultural perspectives is essential because what seems normal in one culture may be different in another. Every culture has its own values, beliefs, and practices. These shape how people communicate, behave, and view the world. For example, in Sudha Murty's story, the immigration officers didn’t understand Indian culture, which caused misunderstandings. When people take the time to learn about other cultures, it bridges gaps and promotes respect. Without this understanding, stereotypes and misconceptions arise, leading to miscommunication and conflict. It’s important to set aside our own views and try to understand others. This helps create a more inclusive and peaceful world.

 

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Here is the matching of phrasal verbs with their meanings:

1. ask for - request that somebody does something
2. hand over - pass on something to another person
3. call on - visit someone
4. look at - see
5. give back - return something
6. wave at - raise your hand to say hello or goodbye
7. point out - identify
8. wake up - become alert and ready
9. go back - return to a place
10. set up - form

 

Here’s the matching of idioms with their meanings:

1. in the fast lane - living a life filled with excitement
2. lose your marbles - to go crazy
3. plain as day - very clear
4. in the nick of time - just in time
5. play second fiddle - to be less important than someone or something else
6. step up your game - to start performing better
7. straight from the horse's mouth - hear something directly from the person involved
8. take it easy - relax
9. tip of the iceberg - the small easily visible part of a larger problem
10. up a creek without a paddle - in an unlucky/bad situation with no help

 

 

Customer Relations Skills – THE LETTER - by Gaurishankar Govardhandas Joshi (Dhumketu)

In the grey sky of early dawn stars still glowed, as happy memories light up a life that is nearing its close. An old man was walking through the town, now and again drawing his tattered clothes tighter to shield his body from the cold and biting wind. From some houses came the sound of grinding mills, and the sweet voices of women singing at their work, and the sounds helped him along his lonely way.

Except for the occasional bark of a dog, the distant steps of a workman going early to work, or the screech of a bird disturbed before its time, the whole town was wrapped in deathly silence. Most of its inhabitants were still in the arms of sleep, the sleep which grew more and more profound on account of the intense winter cold; for the cold used sleep to extend its sway over all things even as a false friend lulls his chosen victim with caressing smiles.

The old man, shivering at times but fixed of purpose, plodded on till he came out of the town-gate on to a straight road. Along this he now went at a somewhat slower pace, supporting himself on his old staff.

On one side of the road was a row of trees, on the other side the town's public garden. The sky was darker now and the cold more intense, for the wind was blowing straight along the road, on which they fell like frozen snow, only the faint light of the morning star. At the end of the garden stood a handsome building of the newest style, and the light gleamed threw the crevices of its closed doors and windows.

Beholding the wooden arch of this building, the old man was filled with the joy that the pilgrim feels when he first sees the goal of his journey. On the arch hung an old board with the newly painted letters "Post Office." The old man went in quietly and squatted on the veranda. The voices of two or three people busy and their routine work could be faintly heard threw the wall.

"Police Superintendent," a voice called sharply. The old man started at the sound, but composed himself again to wait. But for the faith and love, that warmed him, he could not have borne the bitter cold.

Name after name rang out from within as the clerk read out the English addresses in the letters and flung them to the waiting postmen. From long practise he had acquired great speed at reading out the titles - Commissioner, Superintendent, Diwan Sahib, Librarian - and in flinging the letters out.

In the midst of this procedure a jesting voice from inside called, "Coachman Ali!" The old man got up, raised his eyes to heaven in gratitude and stepping forward put his hands to the door.

"Gokul Bhai!"

"Yes who is there?"

"You called out coachman Ali's name didn't you. Here I am I have come for my letter."

"It's a mad man, sir, who worries us by calling everyday for letters that never come," said the clerk to the postmaster.

The old man went back slowly to the bench on which he had been accustomed to sit for five long years.

Ali had been a clever shikari. As his skill increased so did his love for the hunt, till at last it was as impossible for him to pass a day without hunting as it is for the opium-eater to forgo his daily portion. When Ali sighted the earth-brown partridge, almost invisible to other eyes, the poor bird, they said, was as good as in his bag. His sharp eyes saw the hare crouching. Even when the dogs failed to see the creature cunningly hidden in the yellow brown scrub, Ali's eyes would catch the sight of his ears; and in another moment it was dead. Besides this he would often go out with his friends, the fishermen.

But when the evening of his life was drawing in, he left his old ways and suddenly took a new turn. His only child, Miriam married and left him. She went off with a soldier into his regiment in the Punjab, and for the last five years he had no news of this daughter for whose sake alone he dragged along a cheerless existence. Now he understood the meaning of love and separation. He could no longer enjoy the sportsman's pleasure and laughter at the bewildered terror of the young partridges bereft of their parents.

Although the hunter's instinct was in his very blood and bones, such loneliness had come into his life since the day Miriam had gone away, that now, forgetting his sport, he would become lost in the admiration of the green cornfield. He reflected deeply, and came to the conclusion that the whole universe is built up through love and that the grief of separation is inescapable. And seeing this, he sat down under a tree and wept bitterly. From that day he had risen each morning at 4'oclock to walk to the post-office.

In his whole life he had never received a letter, but with a devout serenity born of hope and faith, he persevered and was always the first to arrive.

The post office, one of the uninteresting buildings in the world, became his place of pilgrimage. He always occupied a particular seat in a particular corner of the building, and when the people got to know his habit they laughed at him. The postmen began to make a game of him. Even though there was no letter for him they would call out his name for the fun of seeing him jump up and come to the door. But with a boundless faith and infinite patience, he came everyday, and went away empty-handed.

While Ali waited, peons would come for their firms' letters and he would hear them discussing their masters' scandals. These smart young peons in their spotless turbans and creaking shoes were always eager to express themselves. Meanwhile, the door would be thrown open and the post-master, a man with a face as sad and as inexpressive as a pumpkin, would be seen sitting on his chair inside. There was no glimmer of animation in his features; such men usually prove to be village schoolmasters, office clerks or postmasters.

One day, he was there as usual and did not move from his seat when the door was opened.

"Police Commissioner!" the clerk called out, and a young fellow stepped forward briskly for the letters.

"Superintendent!" Another voice called. Another peon came. And so the clerk, like a worshipper of Vishnu, repeated his customary thousand names.

At last they had all gone. Ali got up too and saluting the post-office as though it housed some precious relic, went off. A pitiable figure a century behind his time.

"That fellow," asked the post-master "is he mad?"

"Who, sir? Oh, yes," answered the clerk "no matter what the weather is he has been here everyday for the last five years. But he doesn't get many letters."

"I can well understand that! Who does he think will have time to write a letter everyday?"

"But he is a bit touched sir. In the old days he committed many sins; and maybe he shed some blood within sacred precincts and is paying for it now," the postman added in support of his statement.

"Mad-men are strange people," the postmaster said.

"Yes. Once I saw a postman in Ahmedabad who did absolutely nothing but make little heaps of dust. And another had a habit of going to the river bed in order to pour water on a certain stone everyday!"

"Oh! That's nothing" chimed in another. "I knew one madman who paced up and down all day long, another who never ceased declaiming poetry and a third who would slap himself on the cheek and then begin to cry because he was being beaten."

And everyone in the post office began to talk of lunacy. All working class people have the habit of taking periodic rests by joining in general discussion for a few minutes. After listening a while, the postmaster got up and said, "It seems as though the mad live in a world of their own making. To them perhaps we too appear mad. The mad-man's world is rather like the poet's, I should think!"

He laughed as he spoke the last words, looking at one of the clerks who wrote indifferent verse. Then he went out and the office became still again.

For several days Ali had not come to the post-office. There was no one with enough sympathy or understanding to guess the reason, but all were curious to know what had stopped the old man. At last he came again; but it was a struggle for him to breathe and on his face were clear signs of approaching end. That day he could not contain his impatience.

"Master Sahib", he begged the post-master, "have you a letter from my Miriam?"

The postmaster wanted to get out to the country, and was in a hurry.

"What a pest you are, brother!" he exclaimed.

"My name is Ali," answered Ali absent-mindedly.

"I know! I know! But do you think we've got your Miriam's name registered?"

"Then please note it down, brother. It will be useful if a letter should come when I am not here." For how should the villager who had spent three-quarters of his life hunting know that Miriam's name was not worth a pice to anyone but her father?

The postmaster was beginning to lose his temper. "Have you no sense?" he cried.

"Get away! Do you think we're going to eat your letter when it comes?" and he walked off hastily. Ali came out very slowly, turning after every few steps to gaze at the post office.

His eyes were filled with tears of helplessness, for his patience was exhausted, even though he still had faith. Yet how could he still hope to hear from Miriam?

Ali heard one of the clerks coming up behind him, and turned to him.

"Brother!" he said.

The clerk was surprised, but being a decent fellow he said, "Well!"

"Here, look at this!" and Ali produced an old tin box and emptied five golden guineas into the surprised clerk's hands. "Do not look so startled," he continued.

"They will be useful to you, and they can never be to me. But will you do one thing?"

"What?"

"What do you see up there?" said Ali, pointing to the sky.

"Heaven."

"Allah is there, and in His presence I am giving you this money. When it comes, you must forward my Miriam's letter to me."

"But where --- where am I supposed to send it?" asked the utterly bewildered clerk.

"To my grave."

"What?"

"Yes. It is true. Today is my last day: my very last, alas! And I have not seen Miriam, I have had no letter from her." There were tears in Ali's eyes as the clerk slowly left him and went on his way with the five golden guineas in his pocket.

Ali was never seen again, and no one troubled to inquire after him.

One day, however, trouble came to the postmaster. His daughter lay ill in another town, and he was anxiously waiting for news of her. The post was brought in, and the letters piled on the table. Seeing an envelope of the colour and shape he expected, the postmaster eagerly snatched it up. It was addressed to Coachman Ali, and he dropped it as though it had given him an electric shock. The haughty temper of the official had quite left him in his sorrow and anxiety, and had laid bare his human heart. He knew at once that this was the letter the old man had been waiting for: it must be from his daughter Miriam.

"Lakshmi Das!" called the postmaster, for such was the name of the clerk to whom Ali had given his money.

"Yes, sir?"

"This is for your old coachman,Ali. Where is he now?"

"I will find out, sir."

The postmaster did not receive his own letter all that day. He worried all night, and getting up at three, went to sit in the office. "When Ali comes at four o' clock," he mused, "I will give him the letter myself."

For now the postmaster understood Ali's heart and his very soul. After spending but a single night in suspense, anxiously waiting for news of his daughter, his heart was brimming with sympathy for the poor old man who had spent his nights in the same suspense for the last five years. At the stroke of five he heard a soft knock on the door: he felt sure it was Ali. He rose quickly from his chair, his suffering father's heart recognizing another, and flung the door wide open.

"Come in, brother Ali," he cried, handing the letter to the meek old man, bent double with age, who was standing outside. Ali was leaning on a stick, and the tears were wet on his face as they had been when the clerk left him. But his features had been hard then, and now they were softened by lines of kindliness. He lifted his eyes and in them was a light so unearthly that the postmaster shrank back in fear and astonishment.

Lakshmi Das had heard the postmaster's words as he came towards the office from another quarter. "Who was that, sir? Old Ali?" he asked. But the postmaster took no notice of him. He was staring with wide-open eyes at the doorway from which Ali had disappeared. Where could he have gone? At last he turned to Lakshmi Das. "Yes, I was speaking to Ali," he said.

"Old Ali is dead, sir. But give me his letter."

"What! But when? Are you sure, Lakshmi Das?"

"Yes, that is so," broke in a postman who had just arrived. "Ali died three months ago."

The postmaster was bewildered. Miriam's letter was still lying near the door, Ali's image was still before his eyes. He listened to Lakshmi Das's recital of the last interview, but he could still not doubt the reality of the knock on the door and the tears in Ali's eyes. He was perplexed. Had he really seen Ali? Had his imagination deceived him? Or had it perhaps been Lakshmi Das?

The daily routine began. The clerk read out the addresses - Police Commissioner, Superintendent, Librarian - and flung the letters deftly.

But the postmaster now watched them as eagerly as though each contained a warm, beating heart. He no longer thought of them in terms of envelopes and postcards. He saw the essential human worth of a letter.

That evening you could have seen Lakshmi Das and the postmaster walking with slow steps to Ali's grave. They laid the letter on it and turned back. 

"Lakshmi Das, were you indeed the first to come to the office this morning?"

"Yes, sir, I was the first."

"Then how…. No. I don't understand…."

"What, sir?"

"Oh, never mind," the postmaster said shortly. At the office he parted from Lakshmi Das and went in. The newly-wakened father's heart in him was reproaching him for having failed to understand Ali's anxiety, for now he himself had to spend another night of restless anxiety. Tortured by doubt and remorse, he sat down in the glow of the charcoal sigri to wait.

 

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 MCQ Questions on the Story “The Letter” by Dhumketu

1. What time of day does the story begin?
   a) Early morning b) Late night c) Noon d) Evening
2. What is the primary emotion of Ali as he walks to the post office daily?
   a) Anger b) Anxiety c) Hope d) Indifference
3. Why did Ali stop hunting?
   a) He became ill b) His daughter left him c) He lost interest d) He lost his eyesight
4. What does Ali equate the grief of separation to?
   a) A punishment b) A universal truth c) An illusion d) A dream
5. Why did the postmen make fun of Ali?
   a) He was wealthy b) He came daily for a letter c) He quarreled with them d) He dressed unusually
6. How long did Ali wait at the post office every day?
   a) Two years b) Five years c) Ten years d) A month
7. What does the post office symbolize for Ali?
   a) A place of ridicule b) A temple of faith c) A workplace d) A hunting ground
8. What profession did Ali have before retiring?
   a) A fisherman b) A farmer c) A shikari d) A clerk
9. What motivated Ali to visit the post office every day?
   a) To meet friends b) To receive a letter from Miriam c) To complain d) To collect his pension
10. How did Ali’s perspective on hunting change over time?
    a) He became more passionate b) He regretted causing pain c) He wanted to teach others d) He forgot about hunting
11. What was the postmaster’s initial reaction to Ali’s request for his letter?
    a) Sympathy b) Annoyance c) Understanding d) Joy
12. What did Ali give to the clerk before passing away?
    a) A letter b) His staff c) Five golden guineas d) His hunting rifle
13. How does the postmaster’s attitude change after his own experience of waiting for news?
    a) He becomes more compassionate b) He becomes more indifferent c) He resigns from his job d) He confronts Ali’s family
14. What lesson does the postmaster learn by the end of the story?
    a) Patience is a virtue b) Empathy comes from experience c) Hard work pays off d) Family is everything
15. What does the postmaster do with Miriam’s letter after Ali’s death?
    a) Keeps it in his drawer b) Destroys it c) Places it on Ali’s grave d) Sends it back to Miriam
16. Who is Lakshmi Das in the story?
    a) Ali’s neighbor b) A clerk at the post office c) A postman d) A fisherman
17. How does Ali’s faith reflect his character?
    a) It shows his stubbornness b) It highlights his resilience c) It demonstrates his wealth d) It reveals his anger
18. What does the letter symbolize in the story?
    a) Miscommunication b) Lost opportunities c) Love and longing d) Professionalism
19. How did the villagers perceive Ali’s daily visits to the post office?
    a) They admired him b) They mocked him c) They ignored him d) They supported him
20. What is the tone of the story?
    a) Humorous b) Melancholic c) Adventurous d) Inspirational
21. Why does the postmaster begin to understand Ali’s pain?
    a) He reads Ali’s diary b) He experiences similar anxiety c) He hears stories about Ali d) He meets Miriam
22. What does the phrase “the mad live in a world of their own making” signify in the story?
    a) Ali’s love for his daughter b) The postmaster’s guilt c) The postmen’s ridicule d) Human perseverance
23. What literary device is most prominent in “The Letter”?
    a) Irony b) Foreshadowing c) Allegory d) Symbolism
24. How does nature play a role in the story?
    a) It provides comfort b) It mirrors human emotions c) It creates conflict d) It symbolizes power
25. What is the central theme of the story?
    a) The futility of human efforts b) The bond of love and faith c) The unpredictability of life d) The importance of duty

Answer Key:

1. a) Early morning
2. c) Hope
3. b) His daughter left him
4. b) A universal truth
5. b) He came daily for a letter
6. b) Five years
7. b) A temple of faith
8. c) A shikari
9. b) To receive a letter from Miriam
10. b) He regretted causing pain
11. b) Annoyance
12. c) Five golden guineas
13. a) He becomes more compassionate
14. b) Empathy comes from experience
15. c) Places it on Ali’s grave
16. b) A clerk at the post office
17. b) It highlights his resilience
18. c) Love and longing
19. b) They mocked him
20. b) Melancholic
21. b) He experiences similar anxiety
22. d) Human perseverance
23. d) Symbolism
24. b) It mirrors human emotions
25. b) The bond of love and faith

 

 *****

 The corrected matching of the phrasal verbs with their meanings:

1. Ring out: Sound loudly and clearly
2. Read out: Read something loudly
3. Call out: Ask someone to come
4. Accustom to: Make familiar with
5. Go off: Leave a place
6. Get up: Stand after sitting, kneeling; to rise
7. Come out: Appear
8. Snatch at: Try to take hold of abruptly
9. Find out: Get information
10. Break in: Interrupt

 

The matching of idioms with their meanings:

1. Pull wool over people's eyes – to deceive someone
2. Sit on the fence – someone who does not want to choose or make a decision
3. Take with a grain of salt – to not take what someone says too seriously
4. Whole nine yards – everything; all of it
5. Bite off more than you can chew – to take on a task that is too much for you to handle
6. Scratch someone's back – to help someone out with the assumption that they will return the favour in the future
7. A short fuse – have a quick temper
8. A taste of your own medicine – bad treatment deservedly received for treating other people badly
9. Butterflies in my stomach – to be nervous
10. Hit the books – to study

Now let’s use these idioms in sentences:

1. Pull wool over people's eyes: He tried to pull the wool over my eyes by pretending he didn’t know about the meeting.
2. Sit on the fence: Jane kept sitting on the fence when we asked her to choose between the two options.
3. Take with a grain of salt: I take everything he says with a grain of salt because he tends to exaggerate.
4. Whole nine yards: They went the whole nine yards to make sure the wedding was perfect.
5. Bite off more than you can chew: I think you’ve bitten off more than you can chew with that big project.
6. Scratch someone's back: She helped me with my presentation, and I’m sure she expects me to scratch her back when she needs help.
7. A short fuse: Be careful around him; he has a short fuse and gets angry very quickly.
8. A taste of your own medicine: After all the gossiping, she got a taste of her own medicine when everyone started talking behind her back.
9. Butterflies in my stomach: I always get butterflies in my stomach before giving a speech.
10. Hit the books: You should hit the books if you want to pass the final exams.

 

*****

A brief discussion on these customer relations questions:

1.     Who is a customer?
A customer is an individual or organization that purchases goods or services from a business, either on a one-time or recurring basis.

2.     What does the customer expect from any service?
Customers generally expect quality service, prompt attention, clear communication, reliability, and value for their money. They also seek a positive experience and support when needed.

3.     Why is the customer very important for any business?
Customers are crucial because they generate revenue, provide feedback for improvement, and help build brand loyalty. Without customers, no business would be able to sustain itself.

4.     How do you treat a customer who may not always be doing business with or bringing profit to an organization?
Even if a customer is not currently purchasing or generating profit, it’s important to treat them with respect, provide assistance, and maintain a positive relationship. They might become a future customer or refer others, which can eventually lead to profit.

5.     Why cannot any company afford to disregard its customers for any reason whatsoever?
Disregarding customers can result in lost business, damage to reputation, and decreased customer loyalty. Word-of-mouth and online reviews can spread dissatisfaction, leading to the loss of both current and potential customers.

 

Group discussions on workplace skills:

1.     How are employees supposed to spend their time in an office? How do organizations make it possible for employees to want to do their jobs well?
Employees should focus on productive tasks aligned with company goals. Organizations motivate employees by offering support, recognition, and a positive work culture.

2.     Do employees sometimes forget the very purpose for which they are employed? Why do you think this happens? What could be some of the reasons for employees to not be considerate of their customers?
Yes, employees may forget their purpose due to burnout, lack of engagement, or poor management. This leads to neglecting customer needs.

3.     What do customers feel about indifferent and careless employees? Why do you think it is important for a customer to feel good about an employee they interact with?
Customers feel frustrated and undervalued. A positive interaction is essential for customer satisfaction and loyalty.

4.     How do you think employees and customers can build good relationships between themselves? How do you think organizations benefit from such relationships?
Employees build good relationships by being respectful and helpful. Organizations benefit through customer loyalty, repeat business, and positive reviews.

  

***** 

In a paragraph of 150 words, write about an employee who did not treat his/her customer well on account of the latter's old age. The workplace may be any context, not necessarily government offices.

"Case Study: Disrespecting the Elderly – A Lesson in Customer Service"

At a local supermarket, I witnessed an incident involving an elderly customer and a young employee. The elderly customer, struggling to carry her bags, approached the counter to ask for assistance. The employee, seeming impatient, ignored her request and rudely told her to manage on her own. He rolled his eyes when she asked about a product's price and made no effort to help her further. The customer, feeling embarrassed and uncomfortable, quietly left the store without any support. It was clear that the employee had no empathy for the elderly woman. This experience left a bad impression on the customer and others who witnessed the interaction. The employee failed to understand that every customer deserves respect and courtesy, regardless of age. If treated with kindness, the elderly woman would have felt valued, and the employee could have built a positive reputation for customer service.

 

*****

Here are a few additional proverbs from different cultures:

o   "A person who does not know how to smile will not be able to sell anything." (Indian)

o   "The heart that loves is always young." (Greek)

o   "Patience is a key to every door." (Arabic)

The proverb I like the most is "Treat others the way you want to be treated" (English), as it emphasizes empathy and understanding, which are crucial for building lasting relationships, especially with customers. Treating others with respect and kindness is a universal principle that fosters positive outcomes for both parties.

"To keep a customer demands as much skill as to win one." (American)

This proverb, "To keep a customer demands as much skill as to win one," emphasizes that getting customers is just the first step. Once customers choose to do business with you, it is important to focus on keeping them happy and satisfied. This requires consistent effort, excellent service, and careful attention to their needs. Simply attracting customers with a good offer or product is not enough if you want them to return. To build long-lasting relationships, businesses need to keep customers engaged, listen to their concerns, and provide quality service. By doing so, you show that you value their loyalty, which leads to repeat business and positive word-of-mouth referrals.

The significance of effective customer relations for a harmonious life:

Effective customer relations play a crucial role in creating a harmonious life, not only in business but also in personal interactions. When we treat others with respect, empathy, and patience, we foster trust and cooperation. Whether in professional or personal settings, positive interactions help build long-lasting relationships. In business, good customer service leads to loyalty, repeat customers, and a positive reputation. In daily life, being considerate and understanding of others’ needs cultivates a peaceful environment. If everyone practices effective communication and empathy, conflicts are minimized, and cooperation flourishes, making life more harmonious. Ultimately, good customer relations are about mutual respect, understanding, and meeting each other’s needs, which leads to greater satisfaction and fulfillment for all involved.