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BUSINESS COMMUNICATIONS & SOFT SKILLS

SOFT SKILLS Essentials of Grammar: Parts of Speech, Punctuation, Vocabulary Building, Phonetics Office Management : Types of Correspondence, Receipt and Dispatch of Mail, Filing Systems, Classification of Mail. ,Role & Function of Correspondence, MIS, Managing Computer Letter & Resume Writing: Types of Letters-Formal / Informal, Importance and Function, Drafting the Applications, Elements of Structure, Preparing the Resume, Dos & Donts of Resume, Helpful Hints Presentation Skills: Importance of Presentation Skills, Capturing Data, Voice & Picture Integration, Guidelines to make Presentation Interesting, Body Language, Voice Modulation, Audience Awareness, Presentation Plan, Visual Aids, Forms of Layout, Styles of Presentation. Interview Preparation: Types of Interview, Preparing for the Interviews, Attending the Interview, Interview Process, Employers Expectations, General Etiquette, Dressing Sense, Postures & Gestures

Group Discussion & Presentation: Definition, Guidelines, Helpful Expressions, Evaluation

Process,

Class Activities : Symposium, Extempo, Just a Minutes

Developing inter-personal skills: Motivation, leadership,

communication, group dynamics, conflict management & resistance to change. Krishna Mohan - Tata McGraw Hill

RETAIL AND SERVICE MARKETING INTRODUCTION : The emergence of service Economy; Origin and Growth; Nature of Demand for services; services v/s Goods; service marketing challenges; classification of service, 7 S Framework SERVICE STRATEGY Service offering development; service encounter; segmentation and target marketing in service; positioning and Differentiation; strategy design and formulation for service marketing. SERVICE CONSUMER Quality and quality issues; quality gaps; management for services, Benchmarking.

demand-

supply

EXTENDED MARKETING MIX People, process, physical evidence, moments of truth, service

advertising, Branding and packaging dynamics of services, relationship service marketing. ANALYSIS OF CASES AND CURRENT DEVELOPMENTS Marketing of insurance, tourism and hospitality services, service marketing issues, and cases in Indian context. (SECTION B) INTRODUCTION Retail Management Definition, Nature/Characteristics, Functions of Retailer, Place of Retailing in Distribution Channel, Retail industry, Retail system and environment; Formats of Retail Institutions and major retailers in India, Retailing-process, scope, retail dynamics, Current scenario of retail in India, Challenges and future of retail industry. RETAIL CONSUMER Retail mix, retail management-social, economic, cultural and technological forces, Retail promotion mix, Retail equity. Emergence Of FDI benefits and challenges to Indian Retail Market. RETAIL ORGANISATION Retail store location, Retail structure, functions, Traffic flow analysis, population and its mobility, Retailing Layout and store design. MERCHANDISE MANAGEMENT Merchandise Planning, Assessment (Buying) and Controlling of merchandise. ANALYSIS OF CASES AND CURRENT DEVELOPMENTS Emerging issues in retailing, retailing formats and management, Indian retail cases, International influences on Indian retailing and retail environment