QUE 1. Reframe the following sentences to make them effective for business use.
(i) The most operative assembly line configuration is a unidirectional flow.
Ans. Unidirectional flow assembly line is most operative.
(ii) Company operations for the preceding accounting period terminated with a substantial deficit.
Ans. For the preceding accounting period company's operations terminated with a substantial deficit
(iii) They acceded to the proposition to terminate business.
Ans. The proposition to terminate business was acceded by them.
(iv) Company had a significant lost last year.
Ans. Company had a significant loss last year.
(v) Inconvenience is regretted.
Ans. Sorry for the inconvenience.
(vi) This company policy has been supported by our union.
Ans. Our union supported that company policy.
(vii) There will be an inspection by Quality Assurance Experts.
Ans. Quality Assurance Experts would conduct an inspection.
(viii) Control of the water was not possible.
Ans. Water control was not possible.
(ix) A manager is not responsible for such losses if he is not negligent.
Ans. A manager who is not negligent is not responsible for losses.
(x) There are many man-made disasters.
Ans. Man-made disasters are many.
QUE.2 Is the ability to communicate more important criteria of successful performance of an employee? Discuss the importance of communication in today’s competitive business world.
Ans. Today’s world has developed rapidly from an industrial age to an information age. In this age, effective communication is the foundation on which the success of a business largely depends. The importance of effective communication management can be understood from the following analysis:
(1) Lifeblood of a business organization: Communication is as important to the organization as blood is to the body. The success of all the managerial functions depends on the effective communication. Communication is a medium through which the works being done in the organization can be explained, changes can be effected, a feeling of cooperation can be aroused, uniformity in all activities can be brought about, feeling of respect can be generated among all employees and they can be made to feel an integral part if the enterprise and finally by all these activities the objectives of the organization can be realized.
(2) Basis of planning: Effective communication is the basis of business planning. Planning for the growth of the business enterprise requires extensive communication among executives and other employees of a business firm. Effective communication is necessary for executing a planned programme and controlling the activities of the personnel at various levels.
(3) Basis of decision making: In the absence of communication, it is not possible for the top management to take any decision. Prior to making any decision, it is very essential to collect all sort of relevant information. The required information can be collected only through the process of communication.
(4) Basis of coordination: The importance of communication is increasing with the increasing scale of business. In big industrial units the form of the organization is determined on the basis of specialization and division of work. In these units works can be accomplished unhindered only through coordination. All this is possible by effective communication alone.
(5) Increases managerial efficiency: Communication is very essential for quick and orderly performance of managerial functions. It is only through the medium of communication that the managers give information about the determined objectives to other persons, issue guidelines, distribute work and responsibility and exercise control over the work of the subordinates. Hence, in the absence of communication the manager remains only an inactive part of organization while the presence of communication increases his efficiency.
(6) Establishment of effective leadership: To provide a successful leadership, a manger must be competent in art of communication. A manager can be an efficient leader by improving upon his art of communication.
(7) Promotion of industrial peace: With the view to promote industrial peace two way communication is a must. Downward communication helps the management by clarifying to the subordinates what the managers expect from them. On the other hand, an upward communication helps the subordinates in presenting their complaints, suggestions and reactions to the management. In this way, both the sides get an opportunity to present their viewpoint and consequently the industrial peace is maintained.
(8) Effective control: Modern organizations are very big in size as compared to the organization of previous times. It is through the process of communication that a manager gets reports on the work done by the employees. On the basis of such reports, a manager can correct irregulates well in time. Plans are also made on the basis of the reports so received.
(9) To cope with technological advancement: The world is changing fast owing to scientific and technological advancement. Often it leads to problems as subordinates resent these changes. This fear is that these changes are likely to generate unemployment. By effective communication advancement can be brought home to employees can help remove opposition of the employees to technological advancement.
QUE: - 3. Identify the types of technology used primarily in internal and external operational communication to transmit messages. Explain what do you think might account for the difference?
Ans. Technology and communication
The way we communicate is changing dramatically. To fully understand the world we live in, we must understand the role that technology plays in our lives-- from how we shop to how we form our identities. It is often assumed that Information and Communication Technologies can offer new and improved means of inter-personal communication.
(i) The most operative assembly line configuration is a unidirectional flow.
Ans. Unidirectional flow assembly line is most operative.
(ii) Company operations for the preceding accounting period terminated with a substantial deficit.
Ans. For the preceding accounting period company's operations terminated with a substantial deficit
(iii) They acceded to the proposition to terminate business.
Ans. The proposition to terminate business was acceded by them.
(iv) Company had a significant lost last year.
Ans. Company had a significant loss last year.
(v) Inconvenience is regretted.
Ans. Sorry for the inconvenience.
(vi) This company policy has been supported by our union.
Ans. Our union supported that company policy.
(vii) There will be an inspection by Quality Assurance Experts.
Ans. Quality Assurance Experts would conduct an inspection.
(viii) Control of the water was not possible.
Ans. Water control was not possible.
(ix) A manager is not responsible for such losses if he is not negligent.
Ans. A manager who is not negligent is not responsible for losses.
(x) There are many man-made disasters.
Ans. Man-made disasters are many.
QUE.2 Is the ability to communicate more important criteria of successful performance of an employee? Discuss the importance of communication in today’s competitive business world.
Ans. Today’s world has developed rapidly from an industrial age to an information age. In this age, effective communication is the foundation on which the success of a business largely depends. The importance of effective communication management can be understood from the following analysis:
(1) Lifeblood of a business organization: Communication is as important to the organization as blood is to the body. The success of all the managerial functions depends on the effective communication. Communication is a medium through which the works being done in the organization can be explained, changes can be effected, a feeling of cooperation can be aroused, uniformity in all activities can be brought about, feeling of respect can be generated among all employees and they can be made to feel an integral part if the enterprise and finally by all these activities the objectives of the organization can be realized.
(2) Basis of planning: Effective communication is the basis of business planning. Planning for the growth of the business enterprise requires extensive communication among executives and other employees of a business firm. Effective communication is necessary for executing a planned programme and controlling the activities of the personnel at various levels.
(3) Basis of decision making: In the absence of communication, it is not possible for the top management to take any decision. Prior to making any decision, it is very essential to collect all sort of relevant information. The required information can be collected only through the process of communication.
(4) Basis of coordination: The importance of communication is increasing with the increasing scale of business. In big industrial units the form of the organization is determined on the basis of specialization and division of work. In these units works can be accomplished unhindered only through coordination. All this is possible by effective communication alone.
(5) Increases managerial efficiency: Communication is very essential for quick and orderly performance of managerial functions. It is only through the medium of communication that the managers give information about the determined objectives to other persons, issue guidelines, distribute work and responsibility and exercise control over the work of the subordinates. Hence, in the absence of communication the manager remains only an inactive part of organization while the presence of communication increases his efficiency.
(6) Establishment of effective leadership: To provide a successful leadership, a manger must be competent in art of communication. A manager can be an efficient leader by improving upon his art of communication.
(7) Promotion of industrial peace: With the view to promote industrial peace two way communication is a must. Downward communication helps the management by clarifying to the subordinates what the managers expect from them. On the other hand, an upward communication helps the subordinates in presenting their complaints, suggestions and reactions to the management. In this way, both the sides get an opportunity to present their viewpoint and consequently the industrial peace is maintained.
(8) Effective control: Modern organizations are very big in size as compared to the organization of previous times. It is through the process of communication that a manager gets reports on the work done by the employees. On the basis of such reports, a manager can correct irregulates well in time. Plans are also made on the basis of the reports so received.
(9) To cope with technological advancement: The world is changing fast owing to scientific and technological advancement. Often it leads to problems as subordinates resent these changes. This fear is that these changes are likely to generate unemployment. By effective communication advancement can be brought home to employees can help remove opposition of the employees to technological advancement.
QUE: - 3. Identify the types of technology used primarily in internal and external operational communication to transmit messages. Explain what do you think might account for the difference?
Ans. Technology and communication
The way we communicate is changing dramatically. To fully understand the world we live in, we must understand the role that technology plays in our lives-- from how we shop to how we form our identities. It is often assumed that Information and Communication Technologies can offer new and improved means of inter-personal communication.
The new technology devices which have change the way of our communication are as follows:-
Cellular Phones: This service is growing rapidly and very soon it is expected to be available in all major cities. Cellular phones are in the first place extremely useful to rich businessmen who travel a lot. But they are also useful to anyone who finds himself helpless without access to a conventional phone. In hi-tech cities like Hong Kong, even construction laborers and waiter find it difficult to manage without cell phones. These phones work on batteries that are quite costly. Moreover, whether we make a call or receive one, we are using the system so we have to pay. However, to wee customers, the companies offering this service, give a certain amount of free time.
Cellular Phones: This service is growing rapidly and very soon it is expected to be available in all major cities. Cellular phones are in the first place extremely useful to rich businessmen who travel a lot. But they are also useful to anyone who finds himself helpless without access to a conventional phone. In hi-tech cities like Hong Kong, even construction laborers and waiter find it difficult to manage without cell phones. These phones work on batteries that are quite costly. Moreover, whether we make a call or receive one, we are using the system so we have to pay. However, to wee customers, the companies offering this service, give a certain amount of free time.
FAX (Facsimile): This is an older technology that enables us to immediately send charts, drawings, photos and graphs as well as standard business documents from one place to another. The technology is so named because the output is a replica or facsimile of the original document. A facsimile or fax machine is like a split photocopier- the image is reproduced on another machine which may be next door or thousands of kilo meters away.
In facsimile transmission the document to be transmitted is scanned and an electronic image of the document is created. This is converted into signals by a modem and transmitted along telephone lines. In the fax machine at the other end , these signals are reconverted and the machine reproduces the original document.
Electronic Mail : More popularly known as e-mail, this is a fast growing method of communication that enables us to use computer networks to transfer messages or ‘files’ electronically. Today e-mail reaches many millions of people around the globe. All we need to get set for e-mail is a computer, a modem and a telephone line.
A member of private companies as well as VSNL provides e-mail service. While e-mail has some disadvantages compared to fax- the messages are not transmitted immediately – it is much cheaper. E-mail also reduces paperwork, since the messages are stored in the computer.
Intelligent Networks: Services such as toll-free long distance calls offered by business houses – popular in numerous countries – have now been introduced in India by the department of telecommunications (DOT) and MTNL.
These services allow a company to subscribe to a common number so that a call made by anyone, from anywhere in the country, is routed to a predetermined destination. All charges for a call to the toll – free number will be paid by the company, not the caller. Many companies abroad have found that allowing faraway customers or potential customers the facility to call them without cost boosts business. In the United States, billions of toll free calls are made annually. In fact, American businesses currently handle toll-free calls from more than 67 countries.
A member of private companies as well as VSNL provides e-mail service. While e-mail has some disadvantages compared to fax- the messages are not transmitted immediately – it is much cheaper. E-mail also reduces paperwork, since the messages are stored in the computer.
Intelligent Networks: Services such as toll-free long distance calls offered by business houses – popular in numerous countries – have now been introduced in India by the department of telecommunications (DOT) and MTNL.
These services allow a company to subscribe to a common number so that a call made by anyone, from anywhere in the country, is routed to a predetermined destination. All charges for a call to the toll – free number will be paid by the company, not the caller. Many companies abroad have found that allowing faraway customers or potential customers the facility to call them without cost boosts business. In the United States, billions of toll free calls are made annually. In fact, American businesses currently handle toll-free calls from more than 67 countries.
Satellite Communications: Personal communications using satellites, thus freeing one-self of the need to go through a national network, is the wave of the future. A large number of corporations have already started preparations for launching their own satellites. The major satellite service providers are Global star, which will launch 48 satellites, Iridium with 66 satellites, and Odyssey with 12. Handset prices will range from $500-$3000, while airtime charges will vary from $3 to $5 per minute. Most of these services are going to be available very soon.
Electronic Bulletin Board: It is like the traditional corkboard in public access areas except that electronic bulletin boards use a computer and a modem instead of paper and thumbtacks. These boards can be easily used to communicate routine information and to reduce paperwork by storing policy manuals, job descriptions, telephone directory listings and other documents to which managers and employees can have access.
QUE 4. (a) Differentiate between a letter and a memo.
Ans. Difference between letter and memo
A letter is written in formal language, usually used when writing from one business organization to another, or for correspondence between such organizations and their customers, clients and other external parties. The overall style of letter will depend on the relationship between the parties concerned.
Parts of a letter
Date of writing.
Return address
Recipient's address
Salutation or Greeting
Message (body of the letter)
Closing
Signature, printed name, and position of sender
Enclosures (Encl :)
A Memo is for inner communication. You would send a memo to your work colleagues or fellow in an organisation.
A letter is for inter communication. You would send a letter to someone from a different company than yours.
QUE 4. (b) Write a proposal to the Director / Dean of your Institution for organizing an Excursion Trip for Jaipur for Student’s of MBA.
Ans.
Director/Dean
XYZ Management Institute
Delhi
Date: 08.02.09
Respected sir,
I would like to your kind notice that the students of MBA are planning to organize a trip to Jaipur “The Pink City of India” which is a nice place.
Jaipur have many sight-seeing places which includes forts, Hawa Mahal, gardens etc. These places depict the archeological heritage of India as these historical monuments shows architecture, lifestyles of the kings and their rites and rituals.
In the busy schedule of studies, this trip will be a great experience to relieve stress and also provides chance to the students to know each other. It will help the students learn the leadership styles which were followed by the kings to rule.
I kindly request to please help us to organize this trip to Jaipur.
Kindly consider my application for the same favorably.
Thanking you,
Yours’ Sincerely
ABC
(Student MBA)
QUE .5 (a) How important is the non verbal communication?
Ans. Non verbal communication means all communication that occurs without words. The importance of non verbal communication can be highlighted through following points:
(1) Reveals the working the emotions: When we have our arms and fingers, wrinkle our foreheads, stand erect, smile, gaze at another, wear a coat and tie and so on, we convey certain meanings.
(2) Reveals the status: The relative status of interact ants can be very evident from body language. Higher status individuals adopt a relaxed, open posture with arms and legs asymmetrically positioned and a backward lean to the body. Lower status individuals adopt a more rigid, closed and upright posture with arms close to the body and the feet together.
(3) Reveals verbal communication: When verbal communication breaks down, non verbal communication may serve as a substitute. In fact, a gestural language has developed which is frequently used for everyday disclosure even when speech is possible.
(4) Reveals a person’s attitudes and traits: Body language provides cues to a person’s attitudes and traits and to his identity as a person. It shows intra-cultural differences.
(5) Reveals the truth: When people do not know whether to believe what they are hearing or what they are seeing, they go with the body language – it tells the truth. You can play fast and loose with words, but it is much more difficult to do that with gestures.
QUE 5. (b) What body language would you recommend for negotiators on a negotiation table?
Ans. Negotiators on the negotiation table must focus on their body language. Effective body language constitutes an important component of successful negotiation. Negotiators must focus of the positive body language. Special attention must be paid to the following aspects of body language while negotiation:
1) Postures: Posture and movement can convey self confidence, status or interest. A confident executive may have a relaxed posture and yet may stand more erect than timid subordinate. An interested listener may lean foreword toward the speaker; one who is bored may lean away, slump or glance at the clock.
2) Gestures: Gestures are physical movements of our arms, hands, and head nods. While negotiating, proper coordination of speech and gestures express emotion or describe objects of special shape and appear to be closely coordinated with speech.
3) Facial expression: The facial expression is the important feature of body language. Happiness, surprise, fear, anger and sadness usually requires definite facial expressions. Whole negotiating positive facial expressions should be used. Negative expressions which depict the unwillingness in negotiation should be avoided.
4) Eye contact: The eyes are often considered to be the windows of the soul. The amount and pattern of gazing is a rich source of information about people’s feelings, their relative status, their credibility and honestly and their competence and attentiveness. So eye contact must be taken care of while negotiating.
QUE 6: Discuss various barriers to communication. How receiver related barriers can be overcome?
Ans. Communication is the sum of all things one person does when he wants to create understanding in the minds of another. It involves a systematic and continuous process of telling, listening and understanding.
As already stated, the process of communication is continuous and systematic but there are certain obstructions in the communication process that hinder the proper understanding of the message. These obstructions are called barriers in communication. They can be broadly classified into five categories:
1. External barriers
2. Organizational barriers
3. Personal barriers
4. Mechanical barriers
5. Physical barriers
1) External Barriers
They may be further classified as:
a) Semantic barriers
b) Emotional or psychological barriers
Semantic barriers
Such barriers are (i) obstructions caused in the process of receiving or understanding the message (ii) symbols have several meanings and the context should be known to the receiver. Meaningful differences should be made between inferences and facts. Under semantic barriers we study the following:
i) Language: In written or verbal communication the words used are important. Lack of clarity and precision in a message makes it badly expressed. Communication with technical personnel and special groups may pose another problem of language. It creates hindrance in communication with persons not in their specialty.
ii) Picture: Picture is another type of symbol. Sometimes a picture creates confusion in the mind of the observer. They may tell different stories if not supplemented by words clearly.
iii) Action: We communicate both by actions and without it. To do or not to do, both have meanings to the receiver.
Emotional barriers
i) Premature evaluation: Such evaluation stops the transfer of information. It can be rectified by empathy, non-evaluative listening.
ii) Loss by transmission and poor retention: When communication passes through various levels in the organization, successive transmission of the same message is decreasingly accurate. A part of information is lost in transit.
iii) Distrust of communicator: The communicator is sometimes distrusted by his own subordinates. It happens when he lacks confidence or is lower in position.
iv) Failure to communicate: Sometimes managers due to laziness do not communicate the required message to the subordinates.
2) Organizational barriers.
Major organizational barriers are:
i) Organizational policies: The general policy regarding communication acts as an overall guideline for everyone. If the policy creates hindrance in the free flow of information, the communication would not be smooth and effective.
ii) Organizational rules and regulations: Different activities of an organization are governed by specific rules and regulations. The rules may restrict the flow of certain messages and may leave many important areas.
iii) Status relationships: The placing of people in superior subordinate relationships in a formal organization structure also blocks the flow of information and more particularly in upward directions.
3) Personal barriers
Types of personal barriers:
i) BARRIERS IN SUPERIORS: Because of their hierarchical relationships superiors act as barriers in a number of ways as follows:
a) Attitude of superiors- Attitude of superiors about communication affects the flow of information in different directions. If the attitude is unfavorable, there is greater possibility of filtering the information.
b) Fear of challenge in authority: Superiors in organizations try to withhold information coming down the line or going up as frequent passing of information may disclose their weaknesses.
c) Insistence on proper channel: Some officers insist too much on communication through proper channel. They do not like any bypassing of information.
d) Ignoring communication: Sometimes superiors ignore the communication or part of it to and from their subordinates to maintain their importance.
ii) BARRIERS IN SUBORDINATES
a) Unwillingness to communicate: Sometimes the subordinates hesitate to communicate to their colleagues or superior because of their inability or unwillingness. They may more concerned with themselves than the organization.
b) Lack of proper incentives. The subordinates’ another reason for not communicating is the lack of incentives being given to them on account of new ideas. They are not properly motivated to do so.
4) Physical barriers
A wall or a glass partition can be cause of barrier in communication.
Gateways in communication
Apart from barriers in communication there are certain gateways in communication. Gateways are the facilitators in communication. These are the factors that lead to effective communication. The various factors that facilitate communication are:
The sender of the message must clarify his assumptions and then go ahead with proper encoding of the message.
All efforts must be made to eliminate noise.
The communication must be concise and crisp.
The needs of the receiver must always be kept in mind.
The message must be complete.
Semantic problems can be solved by using simple language and avoiding connotations.
QUE 7. “We are all born with the ability to speak. We only need to work on it”. Discuss in the light of the statement how you can be a powerful speaker?
Ans. To be a powerful speaker, one needs to focus on certain areas. These include:
(1) Confidence: A primary principle of effective speech is confidence – your confidence in yourself and the confidence in the audience. The two are complementary, for your confidence in yourself tends to produce an image that gives your audience confidence in you.
(2) Sincerity: Your audience is quick to find insincerity. And if they detect it in you, they are likely to give little weight to what you say. On the other hand, sincerity is valuable to conviction, especially if the audience has confidence in your ability.
(3) Thoroughness: Thorough coverage gives the impression that time and care have been taken and this tends to make the presentation believable.
(4) Friendliness: Friendly people are liked and others are generally receptive to what such people say. Friendless is hard to pretend and must be honest to be effective.
(5) Precise purpose: Most oral presentations have more than one purpose. The main purposes are as follows:
To motivate or entertain
To inform or analyze
To persuade or collaborate
(6) Principle of arousing interest: When you are dealing with an uninterested audience, the best approach is to appeal to human nature. Encourage people to take the subject personally. Show them how they as individuals will be affected. Make sure that the introduction matches the tone of the speech.
(7) Previewing the presentation: Your introduction should summarize your main idea, identify the supporting points and indicate the order in which those will be developed. Once you established the framework, you can move into the body of the presentation.
(8) Emphasizing structure: It is done by summarizing the remarks and by emphasizing the transitions from one idea to another. To show the ideas are related in an oral presentation, you must rely more on words.
(9) Holding the audience’s attention: The principle of holding the audience attention is very important. Here are a few useful tips for creating memorable speeches:
Relate your subject to the audience needs
Use vivid, clear language
Explain the relationship between your subject and familiar ideas
QUE8 (a) : WRITE NOTES ON
NEGOTIATION PROCESS
Ans. THE NEGOTIATION PROCESS
Negotiation is a complex communication event and therefore has a complex structure. An analysis of the language of a typical negotiation throws up eight stages that occur in the following order:
1. Prepare: Know what you want. Understand them.
2. Open: Put your case. Hear theirs.
3. Argue: Support your case. Expose theirs.
4. Explore: seed understanding and possibility.
5. Signal: Indicate your readiness to work together.
6. Package: Assemble potential trades.
7. Close: Reach final agreement.
8. Sustain: Make sure what is agreed happens.
There are deliberately a larger number of stages in this process as it is designed to break down important activities during negotiation, particularly towards the end. It is an easy trap to try to jump to the end with a solution that is inadequate and unacceptable.
Note also that in practice, you may find variations on these, for example there may be loops back to previous stages, stages overlapping, stages running parallel and even out of order.
The bottom line is to use what works. This process is intended to help you negotiate, but do not use it blindly. It is not magic and is not a substitute for thinking. If something does not seem to be working, try to figure out why and either fix the problem or try something else. Although there are commonalities across negotiations, each one is different and the greatest skill is to be able to read the situation in the moment and adapt as appropriate.
QUE 8 (b): Write notes on:
Minutes of the Meeting
Ans. Minutes of meeting: all important decisions are taken at Board meetings. For this purpose the secretary has to prepare a document outlining the contents or issues to be discussed, known as agenda. Only the resolutions passed at a meeting are recorded and no reference is made to any discussion proceeding the resolutions. When the issuers are taken up serially at the meeting, the secretary is always in attendance to take down or tape record what is being said by each of the members. The official record of the proceedings of a meeting is known as “minutes”.
QUE 8(c): Write notes on:
Newsletters.
Ans. A newsletter is a regularly distributed publication generally about one main topic that is of interest to its subscribers. Newspapers and leaflets are types of newsletters. Additionally, newsletters delivered electronically via email (e-Newsletters) have gained rapid acceptance for the same reasons email in general is gaining popularity over printed correspondence.
Many newsletters are published by clubs, churches, societies, associations, and businesses, especially companies, to provide information of interest to their members, customers or employees. Some newsletters are created as money-making ventures and sold directly to subscribers. Sending newsletters to customers and prospects is a common marketing strategy, which can have benefits and drawbacks.
General attributes of newsletters include news and upcoming events of the related organization, as well as contact information for general inquiries.
QUE 4. (a) Differentiate between a letter and a memo.
Ans. Difference between letter and memo
A letter is written in formal language, usually used when writing from one business organization to another, or for correspondence between such organizations and their customers, clients and other external parties. The overall style of letter will depend on the relationship between the parties concerned.
Parts of a letter
Date of writing.
Return address
Recipient's address
Salutation or Greeting
Message (body of the letter)
Closing
Signature, printed name, and position of sender
Enclosures (Encl :)
A Memo is for inner communication. You would send a memo to your work colleagues or fellow in an organisation.
A letter is for inter communication. You would send a letter to someone from a different company than yours.
QUE 4. (b) Write a proposal to the Director / Dean of your Institution for organizing an Excursion Trip for Jaipur for Student’s of MBA.
Ans.
Director/Dean
XYZ Management Institute
Delhi
Date: 08.02.09
Respected sir,
I would like to your kind notice that the students of MBA are planning to organize a trip to Jaipur “The Pink City of India” which is a nice place.
Jaipur have many sight-seeing places which includes forts, Hawa Mahal, gardens etc. These places depict the archeological heritage of India as these historical monuments shows architecture, lifestyles of the kings and their rites and rituals.
In the busy schedule of studies, this trip will be a great experience to relieve stress and also provides chance to the students to know each other. It will help the students learn the leadership styles which were followed by the kings to rule.
I kindly request to please help us to organize this trip to Jaipur.
Kindly consider my application for the same favorably.
Thanking you,
Yours’ Sincerely
ABC
(Student MBA)
QUE .5 (a) How important is the non verbal communication?
Ans. Non verbal communication means all communication that occurs without words. The importance of non verbal communication can be highlighted through following points:
(1) Reveals the working the emotions: When we have our arms and fingers, wrinkle our foreheads, stand erect, smile, gaze at another, wear a coat and tie and so on, we convey certain meanings.
(2) Reveals the status: The relative status of interact ants can be very evident from body language. Higher status individuals adopt a relaxed, open posture with arms and legs asymmetrically positioned and a backward lean to the body. Lower status individuals adopt a more rigid, closed and upright posture with arms close to the body and the feet together.
(3) Reveals verbal communication: When verbal communication breaks down, non verbal communication may serve as a substitute. In fact, a gestural language has developed which is frequently used for everyday disclosure even when speech is possible.
(4) Reveals a person’s attitudes and traits: Body language provides cues to a person’s attitudes and traits and to his identity as a person. It shows intra-cultural differences.
(5) Reveals the truth: When people do not know whether to believe what they are hearing or what they are seeing, they go with the body language – it tells the truth. You can play fast and loose with words, but it is much more difficult to do that with gestures.
QUE 5. (b) What body language would you recommend for negotiators on a negotiation table?
Ans. Negotiators on the negotiation table must focus on their body language. Effective body language constitutes an important component of successful negotiation. Negotiators must focus of the positive body language. Special attention must be paid to the following aspects of body language while negotiation:
1) Postures: Posture and movement can convey self confidence, status or interest. A confident executive may have a relaxed posture and yet may stand more erect than timid subordinate. An interested listener may lean foreword toward the speaker; one who is bored may lean away, slump or glance at the clock.
2) Gestures: Gestures are physical movements of our arms, hands, and head nods. While negotiating, proper coordination of speech and gestures express emotion or describe objects of special shape and appear to be closely coordinated with speech.
3) Facial expression: The facial expression is the important feature of body language. Happiness, surprise, fear, anger and sadness usually requires definite facial expressions. Whole negotiating positive facial expressions should be used. Negative expressions which depict the unwillingness in negotiation should be avoided.
4) Eye contact: The eyes are often considered to be the windows of the soul. The amount and pattern of gazing is a rich source of information about people’s feelings, their relative status, their credibility and honestly and their competence and attentiveness. So eye contact must be taken care of while negotiating.
QUE 6: Discuss various barriers to communication. How receiver related barriers can be overcome?
Ans. Communication is the sum of all things one person does when he wants to create understanding in the minds of another. It involves a systematic and continuous process of telling, listening and understanding.
As already stated, the process of communication is continuous and systematic but there are certain obstructions in the communication process that hinder the proper understanding of the message. These obstructions are called barriers in communication. They can be broadly classified into five categories:
1. External barriers
2. Organizational barriers
3. Personal barriers
4. Mechanical barriers
5. Physical barriers
1) External Barriers
They may be further classified as:
a) Semantic barriers
b) Emotional or psychological barriers
Semantic barriers
Such barriers are (i) obstructions caused in the process of receiving or understanding the message (ii) symbols have several meanings and the context should be known to the receiver. Meaningful differences should be made between inferences and facts. Under semantic barriers we study the following:
i) Language: In written or verbal communication the words used are important. Lack of clarity and precision in a message makes it badly expressed. Communication with technical personnel and special groups may pose another problem of language. It creates hindrance in communication with persons not in their specialty.
ii) Picture: Picture is another type of symbol. Sometimes a picture creates confusion in the mind of the observer. They may tell different stories if not supplemented by words clearly.
iii) Action: We communicate both by actions and without it. To do or not to do, both have meanings to the receiver.
Emotional barriers
i) Premature evaluation: Such evaluation stops the transfer of information. It can be rectified by empathy, non-evaluative listening.
ii) Loss by transmission and poor retention: When communication passes through various levels in the organization, successive transmission of the same message is decreasingly accurate. A part of information is lost in transit.
iii) Distrust of communicator: The communicator is sometimes distrusted by his own subordinates. It happens when he lacks confidence or is lower in position.
iv) Failure to communicate: Sometimes managers due to laziness do not communicate the required message to the subordinates.
2) Organizational barriers.
Major organizational barriers are:
i) Organizational policies: The general policy regarding communication acts as an overall guideline for everyone. If the policy creates hindrance in the free flow of information, the communication would not be smooth and effective.
ii) Organizational rules and regulations: Different activities of an organization are governed by specific rules and regulations. The rules may restrict the flow of certain messages and may leave many important areas.
iii) Status relationships: The placing of people in superior subordinate relationships in a formal organization structure also blocks the flow of information and more particularly in upward directions.
3) Personal barriers
Types of personal barriers:
i) BARRIERS IN SUPERIORS: Because of their hierarchical relationships superiors act as barriers in a number of ways as follows:
a) Attitude of superiors- Attitude of superiors about communication affects the flow of information in different directions. If the attitude is unfavorable, there is greater possibility of filtering the information.
b) Fear of challenge in authority: Superiors in organizations try to withhold information coming down the line or going up as frequent passing of information may disclose their weaknesses.
c) Insistence on proper channel: Some officers insist too much on communication through proper channel. They do not like any bypassing of information.
d) Ignoring communication: Sometimes superiors ignore the communication or part of it to and from their subordinates to maintain their importance.
ii) BARRIERS IN SUBORDINATES
a) Unwillingness to communicate: Sometimes the subordinates hesitate to communicate to their colleagues or superior because of their inability or unwillingness. They may more concerned with themselves than the organization.
b) Lack of proper incentives. The subordinates’ another reason for not communicating is the lack of incentives being given to them on account of new ideas. They are not properly motivated to do so.
4) Physical barriers
A wall or a glass partition can be cause of barrier in communication.
Gateways in communication
Apart from barriers in communication there are certain gateways in communication. Gateways are the facilitators in communication. These are the factors that lead to effective communication. The various factors that facilitate communication are:
The sender of the message must clarify his assumptions and then go ahead with proper encoding of the message.
All efforts must be made to eliminate noise.
The communication must be concise and crisp.
The needs of the receiver must always be kept in mind.
The message must be complete.
Semantic problems can be solved by using simple language and avoiding connotations.
QUE 7. “We are all born with the ability to speak. We only need to work on it”. Discuss in the light of the statement how you can be a powerful speaker?
Ans. To be a powerful speaker, one needs to focus on certain areas. These include:
(1) Confidence: A primary principle of effective speech is confidence – your confidence in yourself and the confidence in the audience. The two are complementary, for your confidence in yourself tends to produce an image that gives your audience confidence in you.
(2) Sincerity: Your audience is quick to find insincerity. And if they detect it in you, they are likely to give little weight to what you say. On the other hand, sincerity is valuable to conviction, especially if the audience has confidence in your ability.
(3) Thoroughness: Thorough coverage gives the impression that time and care have been taken and this tends to make the presentation believable.
(4) Friendliness: Friendly people are liked and others are generally receptive to what such people say. Friendless is hard to pretend and must be honest to be effective.
(5) Precise purpose: Most oral presentations have more than one purpose. The main purposes are as follows:
To motivate or entertain
To inform or analyze
To persuade or collaborate
(6) Principle of arousing interest: When you are dealing with an uninterested audience, the best approach is to appeal to human nature. Encourage people to take the subject personally. Show them how they as individuals will be affected. Make sure that the introduction matches the tone of the speech.
(7) Previewing the presentation: Your introduction should summarize your main idea, identify the supporting points and indicate the order in which those will be developed. Once you established the framework, you can move into the body of the presentation.
(8) Emphasizing structure: It is done by summarizing the remarks and by emphasizing the transitions from one idea to another. To show the ideas are related in an oral presentation, you must rely more on words.
(9) Holding the audience’s attention: The principle of holding the audience attention is very important. Here are a few useful tips for creating memorable speeches:
Relate your subject to the audience needs
Use vivid, clear language
Explain the relationship between your subject and familiar ideas
QUE8 (a) : WRITE NOTES ON
NEGOTIATION PROCESS
Ans. THE NEGOTIATION PROCESS
Negotiation is a complex communication event and therefore has a complex structure. An analysis of the language of a typical negotiation throws up eight stages that occur in the following order:
1. Prepare: Know what you want. Understand them.
2. Open: Put your case. Hear theirs.
3. Argue: Support your case. Expose theirs.
4. Explore: seed understanding and possibility.
5. Signal: Indicate your readiness to work together.
6. Package: Assemble potential trades.
7. Close: Reach final agreement.
8. Sustain: Make sure what is agreed happens.
There are deliberately a larger number of stages in this process as it is designed to break down important activities during negotiation, particularly towards the end. It is an easy trap to try to jump to the end with a solution that is inadequate and unacceptable.
Note also that in practice, you may find variations on these, for example there may be loops back to previous stages, stages overlapping, stages running parallel and even out of order.
The bottom line is to use what works. This process is intended to help you negotiate, but do not use it blindly. It is not magic and is not a substitute for thinking. If something does not seem to be working, try to figure out why and either fix the problem or try something else. Although there are commonalities across negotiations, each one is different and the greatest skill is to be able to read the situation in the moment and adapt as appropriate.
QUE 8 (b): Write notes on:
Minutes of the Meeting
Ans. Minutes of meeting: all important decisions are taken at Board meetings. For this purpose the secretary has to prepare a document outlining the contents or issues to be discussed, known as agenda. Only the resolutions passed at a meeting are recorded and no reference is made to any discussion proceeding the resolutions. When the issuers are taken up serially at the meeting, the secretary is always in attendance to take down or tape record what is being said by each of the members. The official record of the proceedings of a meeting is known as “minutes”.
QUE 8(c): Write notes on:
Newsletters.
Ans. A newsletter is a regularly distributed publication generally about one main topic that is of interest to its subscribers. Newspapers and leaflets are types of newsletters. Additionally, newsletters delivered electronically via email (e-Newsletters) have gained rapid acceptance for the same reasons email in general is gaining popularity over printed correspondence.
Many newsletters are published by clubs, churches, societies, associations, and businesses, especially companies, to provide information of interest to their members, customers or employees. Some newsletters are created as money-making ventures and sold directly to subscribers. Sending newsletters to customers and prospects is a common marketing strategy, which can have benefits and drawbacks.
General attributes of newsletters include news and upcoming events of the related organization, as well as contact information for general inquiries.
