Assignment task:
Prepare a power-point presentation of 10-12 slides by using the following information.
Muskan Ghale
MGMT 3660 Section 005
Tammy Vanderleest
11/19/2025
Interview with Nabina Ghale - CEO of Ethnic Wears and Accessories.
- Interviewee's Full Name: Nabina Ghale
- Position/Title: CEO
- Company Name: Ethnic wears and accessories
- Interviewee's Email Address: [email protected]
- Years at the Company: 6+
1. What communication challenges have you observed between different generations? Need Assignment Help?
As a business owner in Nepal with over six years of experience, I often find myself navigating communication challenges between different generations. Older clients and suppliers usually prefer traditional, formal communication such as phone calls and face-to-face meetings, and sometimes I feel I need to speak more respectfully and professionally for them to take me seriously. In contrast, younger employees and partners tend to communicate casually through short messages and expect quick replies, which can sometimes lead to misunderstandings or unclear expectations. I also notice a clear difference in comfort with technology-while I rely on digital tools for efficiency, some older professionals struggle to adapt, causing delays, while younger workers sometimes move too fast without giving full details. Overall, I often feel like I'm balancing two communication worlds, working to bridge the gap between traditional and modern styles to keep my business running smoothly.
2. How do written communication styles differ across age groups in your workplace?
As I think about it, written communication doesn't differ much across age groups in my business because most of my customers-especially those aged 40 and above - prefer visiting the store in person rather than messaging online. Many of them are not very active on social media, so our written communication is limited, and most interactions happen face-to-face. Because of this, I don't see large generational differences yet, and written messages are mostly used for quick replies when younger customers contact us. As my business grows and I plan to open franchises in the future, I expect written communication to become more important and generational styles to become more noticeable.
3. How does verbal communication differ between generations you work with?
When it comes to verbal communication, I've noticed some differences between the generations I interact with. Older generations tend to speak more softly and politely, often using respectful language and giving more time to the conversation. They usually prefer a calm, face-to-face discussion and value traditional manners. In contrast, younger people speak more casually and sometimes use modern slang or trendy expressions that older customers may not understand. Younger generations are also more direct and quicker in their conversations, while older customers prefer a slower, more patient communication style. These differences sometimes create small gaps in understanding, but they also help me adjust my communication depending on who I'm talking to.
4. How has technology influenced communication between different generations?
Technology has influenced communication between generations in my business, but the difference is still mild. With TikTok becoming very popular in Nepal recently, more people-especially younger customers-are turning to online platforms to discover products and place orders. Because of this shift, my sales have increased by around 60% from TikTok and Instagram alone. Younger generations prefer to communicate through social media, send messages, and order online, while older generations still prefer to visit the store in person since they are less active on these platforms. Websites are not widely used by Nepali customers yet; most people want to talk directly, ask questions, and understand the product before buying. Overall, technology has opened new opportunities for connecting with younger customers, while the older generation still relies on traditional, face-to-face communication.
5. How do you define professionalism in workplace communication?
I define professionalism in workplace communication as staying updated, speaking clearly and respectfully, and always maintaining punctuality in both verbal and written interactions. For me, professionalism also means knowing how to handle difficult situations calmly, listening attentively, and understanding what the customer truly needs instead of just trying to sell whatever I have. It's about creating a positive experience by being patient, honest, and customer-focused, making sure people feel valued and supported every time they interact with the business.
6. How important is grammar, punctuation, and formatting in professional emails or reports?
Grammar, punctuation, and formatting are extremely important in professional emails and reports because they reflect the credibility and professionalism of a business. In my business, using casual language, funny replies, or slang when communicating with customers is never appropriate, as it can give the wrong impression or seem unprofessional. We always emphasize polite, clear, and respectful communication to build trust and maintain strong customer relationships. For internal documents and business reports, especially spreadsheets and financial data for tax filing, proper formatting and accuracy are critical. Well-structured reports make it easier to understand information, avoid errors, and support effective decision-making.
7. What role does a positive or negative attitude play in team communication and morale?
A positive or negative attitude plays a huge role in team communication and overall morale. I've experienced this firsthand in my business. We once had an employee whose attitude would change whenever the shop got busy-she would make a negative face with other workers as well, which created a tense environment and made my other employees not want to work with her. Eventually, I had to lay her off. In contrast, my mom has an incredibly positive attitude that keeps the team united. Because of her positivity, workers feel comfortable sharing new ideas or expressing how they feel, which strengthens communication and morale.
8. What strategies do you use to ensure your communication remains polished under pressure?
Under pressure, especially with customers, I make sure my communication stays calm and professional. I first identify the cause of the issue and listen carefully to understand the customer's concern. Then I try to resolve it thoughtfully, sometimes offering a discount or a free item to show that we value their business. If a situation becomes too difficult for my team to handle, I ask them to reach out to me directly, so they don't feel overly stressed. Otherwise, my team handles most situations well, and our customers are generally very understanding. Staying patient, polite, and composed helps maintain professionalism and reduces stress for everyone.
9. Do you believe having your own website would have improved your growth?
I don't believe having my own website would have dramatically improved growth in the context of Nepal, as most customers prefer direct conversations to learn more about the products and explore available options. Since my business is related to cultural products, people like to discuss different designs, materials, and variations before deciding. However, I would still like to try having a website in the future, as it could help reduce the high volume of messages and make information about products more easily accessible. A website might also attract younger customers who prefer browsing online, while still allowing us to maintain personal interaction for those who value direct communication.
10. Do you think you had to upgrade too much with the Gen Z's demands on your business?
I would say I've had to upgrade to meet the demands of the younger generation, but not too much, as my business is cultural-based and rooted in tradition. Over time, however, we've made some modifications to traditional cultural dresses to match current trends and the preferences of younger customers. For example, it's now popular to create bodycon dresses, gowns, or coordinated sets using traditional fabrics, rather than wearing them in the original, traditional style. These changes allow us to keep the cultural essence of the products while appealing to modern tastes, helping the business stay relevant and attractive to younger buyers without losing its traditional identity.
For my final report, I plan to use this interview to analyze generational communication patterns within a small, family-run business in Nepal and how these patterns impact customer engagement and team dynamics. By exploring differences in how older and younger customers and employees communicate, I can highlight what is working well- such as strong morale, positive attitudes, and attentive customer service-and identify areas for improvement as the business grows. I will approach this as a consultant, using the findings to recommend practical strategies for maintaining professionalism, adapting to trends, and expanding operations.
One key insight is that while in-person communication works well for older customers, having a website and structured customer service program could significantly enhance growth. Like successful global businesses such as Amazon, a website would allow customers to place orders or get answers to specific queries even when the team is not online, keeping sales continuous and organized. Additionally, as the business plans to open franchises, it would be beneficial to bring in experienced staff or new team members to support expansion. Relying only on family members can lead to congestion and limit the business's potential, so adding skilled personnel would help manage growth and improve operations.
Finally, I recommend actively exploring new opportunities and learning from other successful businesses in the industry. After seven years in the business, taking the time to understand broader market trends, customer preferences, and franchise strategies will provide valuable guidance for sustainable growth. This approach demonstrates creativity by linking communication strategies to operational improvements and critical thinking by considering both current successes and potential challenges in expanding a culturally based business.