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UPSC MainsENGLISH-COMPULSORY20125 Marks
Q46.

Mrs Nair to Mr Shah: "Good Morning! There's a small problem I want to speak to you about."

How to Approach

This question presents a very basic conversational snippet. As it stands, it's not a typical UPSC Mains question requiring detailed analysis of policy or governance. However, we can treat it as a prompt to demonstrate communication skills, particularly in a professional context. The answer should focus on interpreting the situation, identifying potential issues, and outlining a professional response. The approach will be to assume this is the beginning of a workplace interaction and craft a response that demonstrates active listening, empathy, and a willingness to help.

Model Answer

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Introduction

Effective communication is paramount in any professional setting, particularly within the civil services. The opening line, "Good Morning! There's a small problem I want to speak to you about," signals a request for assistance and potentially indicates an issue requiring attention. A competent officer must be adept at receiving such communication, understanding the underlying concern, and responding in a manner that fosters trust and collaboration. This response will focus on demonstrating those skills, assuming a professional context where Mr. Shah is in a position to offer support or guidance to Mrs. Nair.

Understanding the Context

The statement is deliberately vague. The phrase "small problem" could encompass a wide range of issues, from minor administrative hurdles to more significant challenges. Therefore, the initial response should prioritize gathering more information before offering solutions. It’s crucial to avoid making assumptions about the nature of the problem.

Crafting a Professional Response

A suitable response from Mr. Shah would demonstrate attentiveness and a willingness to assist. Here are a few options, ranging in formality:

Option 1: Formal and Empathetic

"Good Morning, Mrs. Nair. Thank you for bringing this to my attention. I'm happy to listen. Please, tell me what's troubling you, and I'll do my best to help."

Option 2: Slightly Less Formal, Still Professional

"Good Morning, Mrs. Nair. Of course, please do share what's on your mind. I'm here to help in any way I can."

Option 3: Direct and Supportive

"Good Morning, Mrs. Nair. I'm all ears. What's the problem? Let's see if we can work through it together."

Key Elements of an Effective Response

  • Active Listening: The response should convey a willingness to listen attentively to Mrs. Nair’s concerns.
  • Empathy: Acknowledging that there is a problem, even a "small" one, demonstrates empathy and understanding.
  • Offer of Assistance: Explicitly offering help assures Mrs. Nair that her concerns will be taken seriously.
  • Professional Tone: Maintaining a professional tone is essential, regardless of the specific context.

Potential Follow-up Questions

After the initial response, Mr. Shah should be prepared to ask clarifying questions, such as:

  • "Could you please elaborate on the problem?"
  • "When did this issue arise?"
  • "What have you already tried to resolve it?"
  • "Is there anything specific I can do to assist?"

Importance of Non-Verbal Communication (Implied)

While this is a written exercise, it's important to remember that in a real-life scenario, non-verbal cues (e.g., maintaining eye contact, nodding, having an open posture) would also play a crucial role in conveying attentiveness and empathy.

Conclusion

In conclusion, while seemingly simple, this interaction highlights the importance of foundational communication skills in a professional environment. A thoughtful and empathetic response, coupled with a willingness to actively listen and offer assistance, can build trust and facilitate effective problem-solving. The key is to move beyond the vague initial statement and proactively seek to understand the underlying issue, demonstrating a commitment to collaborative resolution.

Answer Length

This is a comprehensive model answer for learning purposes and may exceed the word limit. In the exam, always adhere to the prescribed word count.

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Additional Resources

Key Definitions

Active Listening
A communication technique that requires fully concentrating on what is being said rather than just passively ‘hearing’ the message of the speaker. It involves demonstrating understanding through verbal and non-verbal cues.
Empathy
The ability to understand and share the feelings of another person. In a professional context, empathy involves recognizing and acknowledging the challenges faced by colleagues and responding with sensitivity and support.

Key Statistics

A study by the Harvard Business Review found that 85% of job success comes from having strong soft skills, including communication and interpersonal skills.

Source: Harvard Business Review (Knowledge cutoff: 2023)

According to a 2022 report by LinkedIn, communication skills are the most in-demand soft skill by employers globally.

Source: LinkedIn (Knowledge cutoff: 2023)

Examples

The Importance of Communication in Crisis Management

During the 2013 Uttarakhand floods, effective communication between rescue teams, government officials, and affected populations was crucial for coordinating relief efforts and minimizing casualties. Conversely, breakdowns in communication exacerbated the crisis in some areas.

Frequently Asked Questions

▶What if the "small problem" turns out to be a serious issue?

It's important to remain calm and professional. Acknowledge the severity of the issue, assure Mrs. Nair that it will be addressed, and escalate it to the appropriate authorities if necessary. Transparency and clear communication are vital in such situations.

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