Business Communication - I Solved Question Papers
Dibrugarh University
2018 (November)
COMMERCE (General/Speciality)
Course:
101 (Business Communication - I)
Time:
3 hours
The
figures in the margin indicate full marks for the questions
(NEW COURSE)
Full
Marks: 80
Pass
Marks: 24
1. Select the right
alternatives: 1x4=4
a)
An
example of watchdog audience is
1)
Censor Board.
2)
PS to Ministers.
3)
General Public.
4)
Print or electronic media.
b)
Which
of the following is a good example of horizontal communication in an
organization?
1)
When employees give their supervisor’s reports
listing their accomplishments during the last year.
2)
When the department heads of
marketing and research get together for a meeting.
3)
When a supervisor issues a statement to all
subordinates explaining the new travel policies.
4)
None of the above.
c)
_____
of the letter consists of main message.
1)
Heading.
2)
Inside address.
3)
Salutation.
4)
Body.
d)
Group
discussions are conducted by an organization
1) For
selection of candidates for a job.
2) For
selection of candidates for admission into professional institutions.
3) For judging the personality of candidates, their communication skill,
knowledge and their ability to work as a team.
4) All
of the above.
2. Write True or False of the following: 1x4=4
a)
Communication
between human beings and non-human entities is mass communication. False, Extra personnel
b)
Upward
communication is used to provide feedback to higher-ups, inform them of
progress toward goals, and relay current problems. True
c)
Semantic
barrier is related to the process of coding and decoding the message. True
d)
Interaction
between three to twelve people who share a common goal, a sense of commitment,
and who attempt to influence one another is known as seminar. False
3. Write answer to each of the following questions
in about 100 words: 4x4=16
a)
“Communication is sharing of
understanding.” Comment.
Ans: The term
communication is derived from a Latin word „communis‟ which means common. This
means establishing a common ground. Now whatever is common is shared by all.
But what is that which is shared by all in communication? It is fact, ideas,
understanding, opinions, information etc.
In
the words of Newman,
Summer & Warren, “communication
is an exchange of facts, ideas, and opinions by two or more persons.”
According
to Keith
Davis, “Communication is the
process of passing information and understanding from one person to another.”
Communication
should not be interpreted as merely sending or receiving messages. It involves
a systematic and continuous process of telling, listening and understanding. It
is a two way process and is complete only when there is some response from the
receiver of information.
b)
State some of the tips for
success in group discussion.
Ans: Tips for Success in GDs (Group Discussions)
a)
Initiate - Break
the ice, be the first one to start the discussion, if somebody else has
started, relax. There are a lot of opportunities later.
b)
Listen -
Carefully. Communication is a lot about listening. Listen, Comprehend, Analyse.
When you listen carefully, it allows you to contemplate and analyse which helps
in speaking the right thing at the right time.
c)
Remember - Names,
Facts, Figures, Quotations. It helps a lot if you know who has spoken what. If
permitted, you can use a notepad to write.
d)
Observe - Body
language, how conversation shapes up, gets diverted. Then do the right thing at
the right time.
e)
Manage - People.
At times there are people who create difficult situations. These are best
opportunities to demonstrate assertive attitude.
f)
Communicate - Be
frank, clear, firm and jovial in your communication. Your voice should reach
out but not irritate people.
g)
Summarise - If you
did not initiate the talk, this is the right time. If you have been listening
carefully, your summary will be the best one.
c)
Differentiate between business
letter and personal letter.
Ans: The following are the difference between business
letter and personal letter
Basis
|
Business Letter
|
Personal Letter
|
1.Topics
|
Business
letter is written for business purposes.
|
Personal
letter addresses Personal affairs or activities.
|
2.Usage
|
It is
universally used.
|
It is
personally used.
|
3.Rules
|
Certain
rules are followed to draft such letter
|
There is
no rule to draft such letter
|
4.Structure
|
Here
various structures are maintained
|
No
structure is maintained to write such letter
|
5.Size
|
It is
generally concise and complete
|
It is
generally large in size.
|
6.Method
|
Such
letter uses direct and persuasive Method.
|
Such
letter uses the only direct method.
|
d)
List some medias of written
communication for employees of an organization.
Ans: Written communication means communication through words
written. In written communication, both the parties to the process, i.e. sender
and receiver, exchange their ideas through written words, graphs, diagrams,
pictographs, etc. It transmits messages through letters, memos, notices,
circular notes, manuals etc. While oral communication is spontaneous and
natural, written communication requires conscious efforts. Written
communication depends on language as a means up of sentences into clauses and
of matter into paragraph etc is very important.
4. (a) Define communication. Why is communication
essential? Explain the elements of the communication process. 2+3+9=14
Ans: Meaning
of the term “Communication”
The
term communication is derived from a Latin word „communis‟ which means common.
This means establishing a common ground. Now whatever is common is shared by
all. But what is that which is shared by all in communication? It is fact,
ideas, understanding, opinions, information etc.
In
the words of Newman,
Summer & Warren, “communication
is an exchange of facts, ideas, and opinions by two or more persons.”
According
to Keith
Davis, “Communication is the
process of passing information and understanding from one person to another.”
Communication
should not be interpreted as merely sending or receiving messages. It involves
a systematic and continuous process of telling, listening and understanding. It
is a two way process and is complete only when there is some response from the
receiver of information.
Significance
(Need) of Business communication
Communication
is the life blood of business. It is an all pervasive function of management.
Today the organizational structure is designed on the basis of specialization
and division of labour. Large number of people work together who are
functionally related to each other. Thus, co ordination is must amongst the
workmen. Co-ordination can be achieved only when there is mutual trust and
understanding between them. This understanding is created by effective
communication. Thus communication is an essential ingredient for effective
management. Further the role of communication may be summed up as:-
1. The
objectives, plans and policies of the organization are cleared to the workers
through communication.
2. It
provides unity of direction to various activities of the enterprise.
3. It helps
in controlling and coordinating the various activities of the organization.
4. It helps
in motivating the workers of an organization.
5. It helps
the managers to develop their managerial skill.
According
to Sir John
Harvey-Jones, “Communication is the single most essential skill.
Effective communication is the need of
the day.” In recent times communication
has become all more essential due to the following reasons:-
1. Growth in
the size of the business organization: An
efficient system of communication is required because the business
organizations are growing tremendously. Thousands of people work in the
organization. Organizations have factories or offices in different parts of the
country or even world.
2. Advance
technology: Day by day rapid changes are taking
place in science and technology leading to obsolescence of old technology. Thus
in order to upgrade or modernize technology proper communication between the
superior and subordinate in an organization is a must.
3. Tough competition
in the market: Globalization and liberalization have
resulted in cut throat competition. Thus to survive such competition,
persuasive communication in form of advertisement, publicity, personal contacts
are essential.
4. Growing
specialization: Division of work paved way for
specialists to work in different department’s sound communication is thus
essential for ensuring mutual cooperation and understanding between different
departments.
5. Trade
union movement: trade union movement is on its growth.
Management now has to consult trade unions on various matters. A strong and
meaningful relation between management and trade union is possible only by
effective communication.
6. Human
relation: Employee’s participation in management
helps to develop among them a sense of loyalty and belongingness towards the
organization. Thus effective communication between management and employee is
necessary to develop mutual trust and confidence.
7. Public
relations: Public relations help an organization
to improve its image in society as the organization has a social responsibility
especially towards the customers.
Process of Communication
The
process of communication is the inter relationship between several independent
components. It consists of a chain of related actions and reaction which
together result in exchange of information. In order to understand the process
of communication, it is necessary to describe each of these components. A model
of communication process is as follows:-
1. SENDER
2. IDEATION
3. MESSAGE
4. INCODING
5. TRANSMISSION
6. RECEIVER
7. DECODING
8. BEHAV IOUR
OF RECIEVER
9. FEEDBACK
Or
(b) What is effective
communication? Explain the PAIBOC method for effective communication. 3+11=14
Ans: Meaning of Effective Communication
Communication becomes
effective when the receiver understands the meaning of the message as the
sender intends. All communication attempts may not be effective. Certain
barriers and problems may cause
communication failure. When information is received timely, exact meaning of
the message is understood and proper
feedback is given, communication
becomes effective. Consequently, to
make an effective communication, the following qualities of communication are
needed:
1.
Timely receiving.
2.
Understanding exact meaning of the message.
3.
Proper feedback is given by the receiver to the sender.
R.W. Griffin mentioned about Effective Communication, "Effective
communication is the process of sending a message in such a way that the
message received is as close in meaning as possible to the message intended."
PAIBOC Method of Effective Communication
This method is a combination of discipline and creativity and
is a guide to effective communication. PAIBOC stands for Purpose, Audience, Information, Benefits, Objections
and Context.
1. Purpose:
Before designing the message, the sender must be
clear about the purpose of the communication. The target of the mission of the
communication must be known to the sender. Otherwise, communication failure is
certain.
2. Audience: To
send out a meaningful communication, the sender needs to know the audience or
audiences he is dealing with. Otherwise one lands with a situation where one
has spoken but not told. If it is a buyer’s market, with a choice of products
to the consumer, the need to know the audience is even more urgent.
3. Information: information to be
included in message must be clearly drafted before sending. For this sender
should make a list of points that must be included and emphasized and then
check whether the drafted message includes those points or not.
4. Benefits: The sender must try
to convey possible benefits to readers. Sender must develop reasons behind his decision
and logic behind his argument.
5. Objections: The sender must
list out the objections expected from the readers and deal effectively to
overcome these objections.
6. Context: How will the context
affect the reader's response? For this, the sender must think about his
relationship to the reader, morale in the organisation, the economy, the time
of year and any special circumstances.
5. (a) What are the common barriers to
communication in an organization? How can these be overcome? Describe three
instances of communication breakdown. 6+5+3=14
Ans: Types of Barriers in communication: The
barriers to communication in an organization may be broadly categorized into
following groups:
1.
Physical barriers (RECEIVER’S ORIENTED)
2.
Socio- psychological or personal barriers (RECEIVER’S ORIENTED)
3.
Organizational barriers (SENDER’S ORIENTED)
4.
Semantic barriers (SENDER’S ORIENTED)
5.
Mechanical barriers (SENDER’S ORIENTED)
However,
such a classification does not suggest that these are mutually exclusive.
Rather, it is helpful in understanding the nature of communication barriers.
1.
Physical Barriers: There are the
environmental factors that also obstruct or reduces the sending and receiving
of communication, such as physical distance distracting noises and other
interferences difficulty arises in communicating a message, when the physical
distance increases:-
Noise:
Noise is first and foremost barrier to effective communication. Noise may be
caused by machines, equipment, communication device, disturbances in the time
of transmission etc. noise also encompasses many other factors such as the
sender may use ambiguous or confusing signal. The receiver may misinterpret the
message. Thus communication is likely to be spoilt due to noise.
Time
and distance: Time and distance also acts as a barrier in smooth flow of
communication. Distance between the sender and receiver acts as a hurdle. Although
this barrier can be overcome by technology but still in case of breakdown, this
exists. Different timing of shifts at workplace also act as barriers in
imparting on vital information.
2. Socio-psychological or personal Barriers:
There are certain socio psychological factors which restrict the free flow of
communication. They are the attitude and opinions, status consciousness, ones
relations with fellow workers, seniors, and junior’s etc. family background.
These restrict participative communication:
I.
Motives, attitudes, judgments, emotions, and social values of people from the
part of the personal barriers. Psychological distance is also developed with
this.
II.
Individual Differences: There are differences in the motives, attitudes and
sentiments of the people. So this causes problems in encoding and decoding
other’s sentiments, attitudes and motives.
III.
Differences in interest: The interest of people also differs. A problem may be
important for one person but may not carry weight for another. The ideas,
question, attitudes, feelings etc of other party may represent an obstacle to
one’s own personal goal.
IV.
Division of People: Communication is ideas and viewpoint also gets affected by
the division of people into classes, castes and communities.
V.
Difference of viewpoints: Communication suffers when there are differences in
view point of the different people.
VI.
Lack of planning: Good communication never happens but has to be planned. When
people take it lightly and communicate without planning it turns into
miscommunication or mal communication.
VII.
Cultural barriers: Due to difference in the cultural background the same word,
phrases, symbols, actions etc. may mean different to different group of people.
Mis understanding may take place due to this.
3. Organizational Barriers:
Organisational barriers arise due to defects in the organization structure and
the communication system of an organization:
I.
Hierarchical distance: Downward communication promotes hierarchical distance.
The chances of information being filtered are more at this structure, because
there are several layers. Information received from the top may not reach at
bottom in the same shape. The information gets coloured which brings
hierarchical distance.
II.
Diversion: Diversion of information is also one of the causes which brings
barrier to communication process. For example sometimes a manager diverts the
information meant for one person or group to another.
III.
Colouring: Information are also coloured by the manager intentionally with a
view to twist the situation in their favour. For example, an office may quote
his subordinate wrongly, to spoil his career or his chance of promotion or his
image in the eyes of the boss.
IV.
Status barriers: Status is a barrier of communication in a formal organization.
Organizational interaction and communication are influenced by the status and
the expectations.
V.
Goal conflicts: Goal conflict acts as communication reducers. Different goal
lead to bifurcation of interest. Due to this communication suffers.
4.
Semantic Barriers: Semantic means
the relationships of signs of their reference. Semantic barrier arises from the
disadvantages of the symbolic system. Symbols have got number of meaning and
one has to choose any one of them according to the requirement of
communication. Symbol or the language is the most important tool of
communication which has to be used very carefully:-
I.
Words with different meaning: Some words convey more than one meaning. When the
receiver assigns a different meaning to a word than what the sender intended,
there occurs miscommunication.
II.
Denotation and connotation: Words have two types of meaning = Denotation and
connotation. Denotation is the literal meaning of the words connotation are the
suggestive meaning of the words. Connotation is the suggestive meanings of the
words. Connotation may be positive or negative.
III.
Offensive style of communication: Badly expressed messages lose their impact.
Offensive style of communication leads to communication breakdown causing loss
of time and money.
IV.
Wrong assumptions: Communication should not be based on assumption as it may
lead to wrong interpretation. All possible efforts should be made to clarify
assumptions.
V.
Selective perception: many a time the message is decoded by the receiver in a
way which may be selective. In other words most of the receivers protect their
own interest and expectations leading to a particular type of feedback which
becomes a communication problem.
5.
Mechanical Barriers: Mechanical
barriers include inadequate arrangement for transmission of news, facts and
figures. Example poor office layout and defective procedure and the use of
wrong media led to poor communication.
I.
Information overload: Excess of communication is called information overload.
Brevity is the soul of communication. The receiver cannot comprehend and absorb
beyond his mental capacity. His mind will remain closed for the excess part of
the communication. Therefore one should be brief and to the point.
II.
Loss of transmission: When messages are transmitted from person to person they
are filtered. In other words they are diluted and distorted on the way. In oral
communication about 30% of the information is lost in each transmission.
Steps to overcome the barriers of communication in an organization
In order to remove barriers to communication
an open door communication policy should be prepared and followed by managers
at all levels. The superiors in the organization must create an atmosphere of confidence and trust in the organization so that
the credibility gap may be narrowed down. Major efforts in this direction are:
1.
Two-way communication: The
organization’s communication policy should provide for a two-way traffic in
communication upwards and downwards. It brings two minds closer and improves
understanding between the two parties the sender and the receiver. There should
be no communication gap.
2.
Strengthening Communication Network: The communication network should be strengthened to make
communication effective. For this purpose the procedure of communication should
be simplified, layers in downward communication should be reduced to the
minimum possible. Decentralization and delegation of authority should be
encouraged to make information communication more efficient.
3.
Promoting Participative Approach: The management should promote the participative approach in
management. The subordinates should be invited to participate in the decision
making process. It should seek cooperation from the subordinates and reduce
communication barriers.
4.
Appropriate Language: In
communication certain symbols are used. Such symbols may be in the form of
words, pictures and actions. If words are used, the language should be simple
and easily comprehensible to the subordinates. Technical and multi-syllable
words should, as far as possible be avoided. The sender must use the language
with which the receiver is familiar.
5.
Credibility in Communication: One
criterion of effective communication is credibility. The subordinates obey the
orders of their superior because they have demonstrated through their actions
that they are trustworthy. They must practice whatever
they say. The superior must also maintain his trust worthiness. If the superior
is trusted by the subordinates, communication will be effective.
6.
Good Listening: A
communicator must be a good listener too. A good manager gives his subordinates
a chance to speak freely and express their feelings well before him. The
manager also gets some useful information for further communication and can
also have a better understanding of the subordinates needs, demands etc.
7.
Selecting on Effective Communication Channel: To be effective the communication should be sent to the receiver
through an effective channel. By effective channel mean that the message reaches its destination in time to the right
person and without any distortion, filtering or omission.
8.
Preventing Predictable Decision Making Errors: Predictable errors in decision making are preventable errors. And
a few
simple techniques can help in clear of the most
common wrong turns in decision making.
Communication
Breakdown: Failure to exchange information due is called communication
breakdown. Some of the common instances of communication breakdown are listed
below:
1. More than one staff in the same
organisation doing the same task at a time without realising.
2. Staff committed a mistake due to
miscommunication or lack of enough information or wrong information.
3. An important task not completed within the
stipulated time because co-ordinating staffs are not giving updates to each
other.
Or
(b) What is corporate
communication? What are the most notable forms of external corporate
communication? List the median of external corporate communication. 14
Ans: Meaning
of Corporate Communication
Communication is the transfer of ideas and information from one person to another
person. It is a bridge of meaning among people so that they can share what they
fell and know. By using this bridge, a person can safely cross the river of
misunderstanding that sometimes separates people.
Corporate communication is broadly defined as a corporation's
attempt to inform the public, including all its consumers, private investors
and the media. Corporate communication represents the very voice with which
corporate institutions interact with the outside world and is inclusive of
communications regarding investor relations, government relations, labor
relations and employee development. Corporate communications is the process of
facilitating information and knowledge exchanges with internal and key external
groups and individuals that have a direct relationship with an enterprise. It
is concerned with internal communications management from the standpoint of
sharing knowledge and decisions from the enterprise with employees, suppliers,
investors and partners.
In
the words of William Scott,” Administrative communication is a process which
involves the transmission and accurate replication of ideas ensured by feedback
for the purpose of eliciting actions which will accomplish organizational
goals‖.”
Forms of Communication
Corporate
communication is mainly divided into two parts:
a)
Internal Communication
b)
External Communication
1. Internal Communication:
Communication among the members of an organization is known as internal communication. That is when executives and
employee of an organization communicate each other within the organization then
it will be labeled as internal
communication.
2. External Communication: When executives and employees of
an organization communicates or exchanges information with outsiders of the
organization then it is called external communication.
Both internal and external communication can be subdivided
into two types:
i. Formal Communication
ii. Informal Communication
i. Formal Communication: When
information exchanged through formal organization channels by following fixed
rules then it is knows as formal communication.
ii. Informal Communication: Fixed
rules and system cannot prevent people from talking with each other. Thus the
communication that takes place within and
outside of an organization through unofficial lines can labeled as informal
communication.
Formal and Informal Communication are further divided into
the following forms:
(A) On the basis of media of presentation: From this point of view communication can be of three types:
(1) Written communication
(2) Oral / Verbal Communication
(3) Non-Verbal Communication
(1) Written Communication: When information, ideas, or
feelings exchange in written form that is known as written communication.
Written communication has its own importance and for some particular purposes
it has no other alternatives.
(2) Oral / Verbal Communication: It is a process of
communication through words. Verbal communication consists of words arranged in
meaningful patterns. Oral communication normally takes place in a face to face
situation. It may be formal or informal.
(3) Non-Verbal Communication: Communication
without using words or writings known as non-verbal communication. In other
words, non-verbal communication means communication through physical movements
and facial expressions. Gestures, posture, eye movements, etc. are examples of
non-verbal communication.
(B) On the Basis of Information flow: Depending on the flow of information there are
different types of communication:
(1) Vertical Communication
(2) Horizontal Communication
(3) Cross / Diagonal Communication
(1) Vertical Communication: When
communication takes place between superior and subordinates than it is known as
vertical communication. Here flow of information can be of two types:
(i) Downward
(ii) Upward
(i) Downward: it is the
flow of information from higher authority to lower authority.
(ii) Upward: Here the flow
of information goes to higher authority from subordinates.
(2) Horizontal Communication: This
type of communication flows between employees of equal level.
(3) Cross / Diagonal Communication: Communication across the formal chain of command is known as cross or diagonal
communication. In this case executives and employees of different departments
and of different levels communicate each other without maintaining the official
channels.
(C) Other forms of Communication: Besides the above types of communication there
can be some other forms of communication like mass communication.
Mass Communication: When
communication takes place among large group of people then it can be termed as mass communication. There is no formal system for mass communication, it is situational.
For different social and political purposes mass communication can takes place.
Medium of External Communication
External Communication medium is divided into two categories:
a) Physical Media: Physical media means channels where the
person who is talking can be seen and heard by the audience. For example:
1. Large Public meetings
2. Viral communication
b) Mechanical Media: Mechanical media means written or
electronic media. For example:
1. Weekly letters or newsletters
2. E-mail
3. Internet
4. Social Media
5. Magazines
6. (a) What is mock interview? Explain the role of
the interviewer for effective conduct of a mock interview with suitable
example. 4+10=14
Ans: Mock Interview
A Mock Interview is a practice interview
designed to simulate a real job interview as closely as possible. Mock
interviews are one of the best ways to improve interview skills and prepare for
an interview. The practice gained in a mock interview is invaluable. Mock
interviews can be completed in person, by phone or by video conference.
All three methods work well. The key to success in a mock interview is
recreating the interview experience as much as possible.
Purposes/Objectives
of mock interview
a)
Practicing for actual interview.
b)
Describes the manner of actual interview.
c)
Develops the strategy of interview.
d)
Minimize worry and anxiety prior to actual
interview.
e)
Aims at making firms impression effective.
f)
Practicing communicating of one’s skill
clearly.
Role
of Interviewer
Giving an interview is equally important as
taking interview, one has to be very careful while giving an interview, there
are following guidelines in general which could enable an interviewer to
conduct a good and effective interview.
a) Preparation
b) Conduct during interview
c) Evaluation
a) Preparation: The interviewer should prepare
himself before the interview; the following points are to be considered in this
regard.
1. Reading applicant’s Resume: There is much
information provider in his resume so the resume should be read in detail. So
as to asks the question in the perspective of resume.
2. Being aware of state Regulation: There are
many policies and rules and regulation made by a state about the recruitment of
employees. The interviewer should be aware of them so as to avoid any
prospective lawsuit.
3. Planning the questions: The interviewer
should plan the pattern of question, the number of question types length
duration etc. should be clear in the mind of interviewer.
4. Omitting personal bias: There might be many
biases in the minds of interviewer about the candidates. In order to make the
interviewee fair he should avoid these biases.
b) Conduct during the interview: Having
prepared for the interview the interviewer should consider the following points
during interview.
1. Letting the candidate speak: The main
objective of interview is to have the information from the candidate as much as
possible, so interviewer should let the candidate speak as much as possible.
2. Using the language of candidate: If there
is no restoration regarding the language such a language should be used in
which the candidate feels easy and free.
3. Avoiding arguing with the candidate: The
purpose of interview is to evaluate the candidate not to solve a dispute, so
argumentation with the candidate should be avoided.
4. Not interrupting the candidate: The
candidate is already under a lot of pressure. So the candidate should not be interrupted.
5. Controlling the emotions: During the
interview there are many stages on which the interviewers might get emotional.
This may cause failures to the interview process.
6. Establishing eye contact: In order to be
confident and the put the candidate at case, the interviewer should establish
an eye contact with the candidate.
7. Using body language: Use of body language
can play an important to make the question clear the candidate.
8. Asking open ended questions instantly: The
close or dead ended questions are not very useful to acquire more information.
So open-ended question should be asked as much as possible.
c) Evaluation: After the interview the last
step is to evaluate the interviewee. For this purpose there are following
points which should be given importance.
1. No personal bias: There might be many
candidates with whom the interviewer may have personal bias. This should be
avoided in any case so as to hire the potential people.
2. Clear cut standards: The interviewer should
try to establish a clear-cut standard for evaluation such as point system.
Or
(b) Define presentation. How
does individual presentation differ from group presentation? How can one make
individual presentation effective? Explain. 2+3+9=14
Ans:
Presentation: Presentation can be defined as a formal event characterized by
teamwork and use of audio-visual aids. The main purpose of presentation is to
give information, to persuade the audience to act and to create goodwill. A
good presentation should have a good subject matter, should match with the
objective, should best fit the audience, and should be well organized.
Individual and Group presentation
In business communication, the word
presentation means a “prepared speech on a given topic that is made to a small
audience”. A presentation can be classified into two categories: Individual
Presentation and Group Presentation.
In Individual type of presentation, there is
only one speaker who expresses his views on a given topic to an audience.
Individual presentations allow a person to completely control the thoughts,
ideas and methods of presenting without outside influence if they choose. An
individual presentation is based solely on one person's thoughts, time, and
effort.
A group presentation is supposed to be a subject
matter with content that is agreed upon by all of the members present. A group
presentation needs to incorporate the thoughts and opinions of the people in
that group. This allows for more viewpoints and can lead to an overall improved
and effective presentation. While individual presentations allow someone to
work at their own leisure and pace, group projects require a sacrifice of time
and increased effort to meet outside of class and possibly at crazy times.
Group projects usually offer less flexibility and can be much harder to
accomplish things if too many people are running in too many different
directions.
How presentation is made effective
Following factors affect the effectiveness of
any presentation:
(a) Audience Analysis: Effective presenter
generally analyzes his / her audience minutely. Improper audience analysis
leads to ineffective presentation. The style of the presentation is largely
dependent upon the types and size of the audience.
(b) Communication Environment: Communication
environment affects the effectiveness of the presentations. Much of the
audience notices the physical things surrounding the speaker, the stage,
lighting arrangement, background, ventilation etc. Proper arrangement of these
things can enhance the impact of the presentation.
(c) Personal Appearance: Personal appearance
of the speaker has great impact on the audience. Well dressed up person can
attract and motivate people. Therefore, the speaker should wear neat and clean
clothes and take time to check his / her appearance just before starting
presentation.
(d) One of Visuals: Visuals can enhance the
professional image of the presentation. Use of visuals can make a presentation
more credible and more interesting. The presenter should check the equipment in
advance before presenting.
(e) Opening and Closing Presentation: The
beginning and closing of a presentation are the positions of emphasis. Those
presenters, who can open the presentation with interesting remarks, are likely
to create more interest and enthusiasm for listening the presentation.
Similarly, the ending of the presentation has profound impact on the audience.
(f) Organization of Presentation: Clarity in
presentation is essential that comes with proper organization of the
information. Proper organization of presentation enhances the effectiveness of
the presentation. On the other hand, improper organization of the presentation
will not influences the audience.
(l) Language: The quality of presentation is
affect by the language. To make the audience understand the message, the
speaker has to talk in the language known to the audience. To enhance the
impact of presentation, he / she should choose the catchy words that appeal to
the heart and emotions of the audience.
(m) Quality of Voice: Quality of voice of the
presenter affects the effectiveness of the presentation. Voice modulation is
likely to have greater impact upon the audience whereas monotonous voice will
bore the audience.
(n) Body Language: The effectiveness of the
presentation is also affected by the body language of the speaker. A speaker
having eye contract with audience in likely to impress more that a speaker
reading out the hand outs. A speaker who look more at the audience is judged as
better informed, more experienced, more honest, more confident, the friendliest
than a speaker who delivers the speech with less eye contract.
(o) Answering Questions: The effectiveness of
presentation is also affected by presenter’s skill in handling questions asked
at the end of presentation. A speaker who answers the audience’s questions and
handles hostile questions with tact is likely to influence the audience more.
On the other hand, a speaker who answers rudely will leave negative impact upon
the audience.
7. (a) What are the different ways of starting a
sales letter? Assume that you are A. Das, Sales Manager of Modern Furniture,
Dibrugarh. Your store has recently manufactured a sofa-cum-bed which, when not
is use, can be dismantled and kept in a corner, occupying very little space.
Draft a sales letter to be sent to about 500 middle-class families in Dibrugarh
city to promote its sale. 4+10=14
Ans: Although the primary aim of sales letters or offers is publicity
yet it is the most important written form of business communication. It reaches
out to a large number of people interested in a particular product or service
and turn them into buyers. Even if people are not interested in the product,
them the aim of this letter is to make them interested in it. Starting with the
assumption that the receiver may resist the offer, the sales letter has to be
persuasive or powerful enough to make recipient act. They are unsolicited
letters, mostly written by professional writers. The effectiveness of such
letters depends on the writer’s ability to use language suited to his purpose
that is above all to influence the recipient – his thinking, taste and
behaviour. This is the aim of persuasion. Sales letters are, therefore,
persuasive or indirect approach letters. There are three effective ways to
start a sale letter:
a) Ask a question: A good questions is
immediately reader involving and will draw his attention. For example: Is your
room small, no space for sofa?
b) Be direct and to the point: An effective
sales letter must to direct and to the point. For example: This letter – every word
of it – is about the quality and cost of product we are introducing in the
market.
c) Build rapport: Rapport is a good sense of
understanding and trust. If companies have good rapport with its customer, then
they won’t mind to buy goods at higher price. For example: You know more about
smart consumer shopping than any generation before. You shop with more care. You
serve with more style.
Sales letter
Modern Furniture,
Dibrugarh
Date:
To
(Name and Address of the Recipients)
---------------------------------------------------
Dear (Sir/Madam) – Name of the recipients
We at Modern furniture, Dibrugarh glad to
inform you that we have just manufactured and launched a sofa-cum-bed which,
when not in use, can be dismantled and kept in a corner and occupying very
little space.
We can assure you that our product is
best in the market and price of the product is also very reasonable as
compared to other suppliers. Also, buyers are giving very good review to our
product.
Hereby we humbly want you to try our
product. We assure you that you will be satisfied after using this product. One
of our salesmen will ready to help you out with explaining about the product
and will help you with the orders.
Thanking you
Sincerely
A. Das
Sales Manager
Modern Furniture,
Dibrugarh
|
Or
(b) List some purposes of office memorandum. As
the General Manager of S. K. Industries, Guwahati, draft an office memorandum
informing the office staff regarding change in office working hours. 4+10=14
Ans: Memorandum is
popularly known as memo. The literal meaning of the word memorandum is a note
to assist the memory. Memos are the written internal
communication means for
exchanging information relating to day-to-day functions within the
organizations.
Objective
of Memo
We know memorandum serves various purposes. It
is a common means of writer, communication within the organization. The main purposes of memos are
discussed below:
1. Maintenance good
relationship: It can
help to maintain the good relationship among the boss and subordinates, because
the bossing attitude is absent here.
2. References: Memo is a written document. So, it can
be used for future references.
3. Inform the
decisions and actions: The main
objective of memo is to inform the decisions and actions. For this purpose, it
should be written by the higher authority.
4. Request the
decisions and actions: The
objective of memo is to request the decisions and actions. For this objective,
it may be drafted by the sub-ordinate.
5. Provide
information: Another
important objective of the memo is to provide information form one level to
another within the business.
Memo
Date:
31st Oct, 2019
To: All the working Staff
From: Y (Human Resource
Manager)
Sub: Information to Human resource manager about the
change in working hours from (10 a.m. to 7 p.m .) to (9 a.m. to 6 p.m.) and
also direct the working staff to follow the new schedule.
Due to winter, season there is a
change in working hours from (10 a.m. to 7 p.m.) to (9 a.m. to 6 p.m.). All the
working staff are hereby directed to follow the new timing.
This was done for your convenience and
your support in this regard will be highly appreciated.
Thanking
you
Y
Human
Resource Manager
(OLD
COURSE)
Full
Marks: 80
Pass
Marks: 32
1. Select the right alternatives: 1x4=4
a)
An example of communication channel is
1)
Feedback.
2)
Context.
3)
Noise.
4)
Face-to-face conversation.
b)
A means of transmission of rumour is
1)
Upward.
2)
Downward.
3)
Horizontal.
4)
Grapevine.
c)
Letters that please the receiver are called
1)
Yes letters.
2)
Routine letters.
3)
Invitation letters.
4)
Good news letters.
d)
A memorandum (memo) is considered a brief form
of written communication for
1) Internal use.
2) External
use.
3) Formal
use.
4) Legal
use.
2. Write True or False of the following: 1x4=4
a)
Encoding is the process by which the receiver
draws meaning from the symbols encoded by the sender. False, Decoding
b)
Gossip is an example of informal communication. True
c)
In business letter, our address and phone number
are shown in the letterhead. True
d)
Brainstorming is a technique of seminar. False,
Training
3. Write answer to each of the following questions in about
100 words: 4x4=16
a)
Differentiate between intrapersonal and
interpersonal communication with examples.
b)
Explain the role of listening in communication.
c)
Write a note on the limitations of non-verbal
communication.
d)
What are the various modern forms of
communication used in business now-a-days?
4. (a) What is communication? What are the advantages and
disadvantages of oral communication?2+8=10
Or
(b) What are the types of
business communication? How can there by better communication in an
organization? 5+5=10
5. (a) Explain how communication is the essence of management
and how formal channels of communication provide for vertical, horizontal and
lateral flows. 10
Or
(b) What is formal
communication? Explain its characteristics and advantages. 3+7=10
6. (a) What is a survey? Discuss its steps to conduct a
successful survey. 3+7=10
Or
(b) What is motivational
speech? Write a note on the qualities of a motivational speaker. 2+8=10
7. (a) What is effective listening? What are the
characteristics of effective listening? Write a note on the principles of
effective listening. 2+6+6=14
Or
(b) What is
videoconferencing? State its advantages and disadvantages. 3+11=14
8. (a) What do you mean by international communication? How
can the manager of a global firm adapt to intercultural diversities? Elucidate.
3+9=12
Or
(b) What are the modern technological aids
used for communication? What are the guidelines to be followed to handle fax
and telephone effectively? 4+8=12
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