Transcript Tata Communications Transformation Services

Case Study – Telecom Services Client
ProComm® Gym
Business Communication Skill Building Platform
Mentor Learning
What is this all about…
• ProComm® Communication Gym has been
completed for an identified group of 45 employees
in Chennai with very positive responses
• ProComm® Communication Gym is a 60 hour
training process delivered as 2-hour work outs
with a facilitator leading it.
• ProComm® Index is an objective measurement of
an individual’s professional communication
capability. The index helps categorize people
based on the professional communication
capability.
• ProComm® Index was measured before and after the
gym program for each of the participants. This is a
report of the progress made by the participants.
ProComm® Communication Gym
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•
•
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ProComm® Communication Gym addresses the
following elements of professional communication
Understanding & Application of English grammar
while speaking & writing
Structuring & writing effective emails
Managing conversations through listening, clarifying &
articulating effectively – to ensure effectiveness in
conversations in spite of UK accent influences.
Influencing & persuading effectively.
®
ProComm Index
Interpretation of Grades
Compare the weighted score for the learner against each category to interpret the grade for
that category
Poor
Mediocre
Average
Good to go
Exceptional
Will find it very
difficult to be
acceptable for
customer
interfacing roles
Requires high
level of
support to be
acceptable for
customer
interfacing
roles
Will be
acceptable for
customer
interfacing roles
with moderate
level of support.
Will be
acceptable for
customer
interfacing roles
& create positive
impression with
customers
Will be
exceptional
and will
create high
impact in
customer
transactions
English Language Fundamentals Score
<35
36 -->45
46 -->60
61 -->80
>80
Written English Language Usage Score
<-30
< -15
-15 --> -6
> -5
0
Spoken English Language Usage Score
< -20
<-12
<-6
>-3
0
Writing Ability Score
<-30
<-15
-15 --> -6
> -5
0
Listening Ability Score
<-15
<0
<10
10 -->25
>25
Conversing Ability Score
<-30
<-15
<-6
>-5
0
Influencing Ability Score
<-30
<-20
<-9
>-9
0
Overall ProComm Index
<-45
<0
0-59
60-115
>115
Assessment
Categories
Changes in Grades
ProComm Index - Chennai
80%
60%
40%
20%
0%
% of Poor
Grades
% of Mediocre % of Average % of Good to % of Excellent
Grades
Grades
Go Grades
Grades
Post-Gym
10%
13%
60%
18%
0
Pre-Gym
51%
38%
11%
0
0
% of Participants
Post-Gym
Pre-Gym
Category Wise Score Change - Average
Average Weighted Score
Assessment Categories
Pre Gym
Post Gym
Change
English Language Fundamentals Score
46
61
15
Written English Language Usage Score
-25
-17
7
Spoken English Language Usage Score
-31
-21
10
Writing Ability Score
-21
-10
11
Listening Ability Score
18
24
6
Conversing Ability Score
-35
-15
20
Influencing Ability Score
-2
0
2
-49
22
71
Individual Professional Communication
(ProComm) Index
English
Language
Fundamentals
Score
-20
Pre gym
-40
-60
Post gym
Individual
Professional
Communication
(ProComm)
Influencing
Ability Score
Conversing
Ability Score
Listening Ability
Score
Writing Ability
Score
Spoken English
Language
Usage Score
Written English
Language
Usage Score
Category wise Average Weighted Score
80
60
40
20
0
Conclusions
• Improvement in overall professional communication
capability of participants is significant.
• Large proportion of participants have moved from
poor/unacceptable to acceptable levels.
• Participants have shown an improvement in Every
Assessment category
• There is a significant improvement in conversing
capabilities of participants. This indicates their ability to
ensure effective communication in conversations
irrespective of the influence of accents. They must now be
able to carry out effective conversations with clients in UK
or other locations without much difficulty.
• Since the index is a composite indicator of errors/defects
in communication as well as acceptability of
communication, we can conclude that the participants
have shown significant improvement.