Examination Paper of Business Communication Essay

Examination Paper MM.100 number Code-B-109 Business chat Section A Objective Type & unmindful Questions (30 marks)This section consists of multiple choices and Short Notes type questions.Answer every(prenominal) the questions. vocalization wholeness questions carry 1 mark each & Part ii questions carry 4 marks each.Part atomic number 53Multiple choices1.__________is an necessary function of Business Organizations a. Informationb. Communicationc. Powerd. none of the supra2. Physiological Barriers of listening ara. Hearing impairmentb. Physical conditionsc. Prejudicesd. each(prenominal) of the above3.Which presentation t stamp out to make you speak more subscribe toily than usual a. Electronicb. Oralc. Both a and bd. None of the above4. What is the main function of Business Communicationa. Sincerityb. absolute lyricc. Persuasiond. Ethical standard5. The responsibilities of the office manager in a firm that produces electronics spargons is a. Everything in the office runs efficientlyb. Furniture and new(prenominal) equipment in the office is adequate c. Processing all the incoming appointed trip and responding to some d. All of the above6.Labovs Storytelling Model ground ona. Communication through speechb. Language learningc. throng Discussionsd. None of the above7. Diagonal Communication is basi holloy thea.Communication across boundariesb.Communication mingled with the CEO and the managersc.Communication through body phraseologyd.Communication within a plane section8.How to make Oral Communication Effective?a.By Clarityb.By Brevityc.By right(a) wordsd.All of the above9. Direct Eye contact of more than 10 seconds female genital organ createa.Discomfort & Anxietyb.Emotional relationship between attenders and speakersc.Excitementd.None of the above10. convert meansa.Transmissionb.Perceptionc.Ideationd.None of the abovePart Two1. Define 7Cs of good colloquy.The 7Cs of effective dis work is the seven term starting with the earn C which makes discourse more deduceing, valuable and effective. They be-Courtesy & love To improve relationshipComp alloweness & Consistency- To introduce stabilityClarity To make perception betterConcreteness Reinforcing confidenceCredibility- for building trustConciseness Saves time manufactureness for building confidence2. Explain Space Language.Space language is how we communicate with the space around us. The space around its content and the mountain surrounding around the organisation differ to convey a explicit importee. For example, the soulal space such as the office environment, defined for higher(prenominal) ranked workers differs from that of lower ranked workers in ground of comfort in seating and settings.3. Differentiate between good listeners and bad listeners.Good listenerBad listenerFinds opportunity and ask questionTunes expose ironic subjectDoes non judge until he understands fully and interrupts only to clear Argumentative in approachListens for cent ral themesListen for factsMore pliant in its approach to fetching notesLess flexible approach to winning notesFights/avoids distraction and tolerates bad habit and knows how to concentrate Distracted easily physical exertion the mind by working on heavier strongSeeks light materialInterprets emotional without getting hung upReacts to emotional words4. List the antithetical types of moving in shroud.Business reports asshole be classified based on the purpose of preparationa)Routine Reports-Progress reportsInspection reportsPerformance AppraisalsPeriodical reportsb) special(prenominal) ReportsInvestigation ReportsSurvey/feasibility reportsFirst selective information reportsBusiness Reports usher out besides be classified based on content of report such asInformational reportsAnalytical reports5. Define Kinesics.Kinesics is the interpretation of body language such as facial expressions and gestures or, more formally, non- vocal behaviour related to movement, some(prenomi nal) of any part of the body or the body as a whole. Kinesics means body movements. Using these movements or body language, dialogue is possible. It rotter reflect thought, feelings and position. Examples of body language are blinking our eyes, sagging our head or waving our hand. Kinesics is cardinal for communication since it is a form of communication the murderer of the communication offer interpret and can act on. For example, the nodding of the head can be a response such as yes and the waiving of a hand can mean move. However one of disadvantage of kinesics is that sometimes the body language can be in pass uply interpreted to represent the wrong information received by the receiving system from the sender. This prohibition communication with kinesics is an print can be synonymous as having a breakdown in communication and likewise since it is non-verbal, kinesics can also be a hindrant to communication if overemphasised in its use. However Kinesics can be a facilita tor to communication if it is used in an efficient and conformed way. A representative example is the use of giving signs such asHand signals on the road by traffic officers to facilitate traffic flow. In Organisations and communication, Kinesics can help to direct communication when used in conjunction with verbal communication. subvert OF SECTION AExamination Paper of Business CommunicationSection B Caselets (40 marks)This section consists of Caselets.Answer all the questions.Each Caselet carries 20 marks.Detailed information should form the part of your answer (Word circumscribe one hundred fifty to 200 words).Caselet 1Mr. and Mrs. Sharma went to Woodlands Apparel to buy a shirt. Mr. Sharma did not read the price tag on the piece selected by him. At the payoff, patch making the payment he asked for the price. Rs. 950 was the answer. Mean magical spell, Mrs. Sharma, who was still shopping came back and joined her husband. She was glad that he had selected a nice black shirt for himself. She pointed out that there was a 25% discount on that item. The counter person nodded in agreement. Mr. Sharma was thrilled to hear that It means the price of this shirt is yet Rs. 712. Thats fantastic, said Mr. Sharma. He decided to buy one more shirt in blue color. In no time, he returned with the second shirt and asked them to be packed. When he received the exchange memoranda for payment, he was astonished to find that he had to pay Rs. 1,900 and Rs. 1,424. Mr. Sharma could hardly quit himself to the fact that the counter person had quoted the discounted price which was Rs. 950. The original price printed on the price tag was Rs. 1,266.Questions1. What should Mr. Sharma have done to avoid the misconceive? It was probable that Mr. Sharma did not read the price tag. By reading the price tag, he would have known more or less the actual price.Mr. Sharma should have alsoasked the counter person about the actual price of the shirt instead of relying on Mrs Sharmas i nterpretation of the price. The fact that the counter person nodded when Mrs Sharma pointed out about the discount meant that there was no verbal understanding when they received their cash memo.2. Discuss the main features involved in this strip.The main features involves in this case is that the right vegetable marrow was not conveyed to the user. In fact, the inwardness was ineffective to Mr. Sharma since he failed to communicate using the linear model. This meant that the sender did not encode the message by not reading the price tag and thence failed to trace and receive the message strait-lacedly. This meant a breakdown in communication. Also the two-party communication did not work since the feedback was not appropriate and lead to black-market case when payment receipt was given. Also body language was incorrectly interpreted hence leading to failure in effective and correct response. All these features meant that there were barriers to communication leading to und esired result.Caselet 2I dont want to speak to you. Connect me to your boss in the US, hissed the American on the phone. The young girl at a Bangalore inflict centre tried to be as polite as she could. At another call centre, another day, another young girl had a Londoner unleashing himself on her, Young lady, do you know that because of you Indians we are losing jobs? The outsourcing backlash is getting ugly. Handling irate callers is the new brief for the young men and women taking calls at these outsourced job centres. Supervisors tell them to be cool. Avinash Vashistha, managing partner of NEOIT, a leading US-based consultancy firm says, Companies involved in outsourcing both in the US and India are already getting a lot of hate mail against outsourcing and it is hardly surprising that some people should behave like this on the headphone. Vashistha says Indian call centres should train their operators how to handle such calls. Indeed, the furor raise by the Western media over job losses because of outsourcing has made popular citizens there sensitive to the fact that their calls are being beatn not from their midst, but in countries such as India and the Philippines. The angry outbursts theoperators face skirt on the racist and sexist, says the manager of a call centre in Hyderabad. But operators and senior executives of call centres refuse to go on depict for fear of kicking up a controversy that capability result in their companies losing clients overseas. Its happening often enough and so lets face it, says a senior executive of a Gurgaon call centre, adding, This doesnt have any impact on business.Questions1) Suppose you are working as an operator in a call centre in India and receiving calls from Americans and Londoners. How would you handle such calls?Handling such calls involves effective communication to limit the misunderstanding between callers and receivers. It is crucial that the caller is handled with the best come of effective commun ication and this involves basic knowledge of elements of communication process. For example, the caller is fundamentally the sender and essential be interpreted right by the receiver who in turns encodes the message for a desired outcome. Through this channel of communication, it is important that the receiver does not give feedback which limits the senders moods and attitude and is not in accordance with the senders expectation. For example, angry outburst can sometimes be remedied by controlled ideas of reinforcement or correct ideas in the mind of the receiver. Such can be seen in examples whereby becoming questions as well as words are used to the sender is asked and proper as well as correct answers is provided to eliminate doubt in the senders mind. Handling such calls involved having the proper mindset in terms of communication in the operators mind as well as proper training.2) Do you agree with the view such abusive happenings on the telephone do not have any Impact on business?When communication is effective such abusive happenings will be limited although there is what we call difficult customers. Impact on business can be positive if abusive calls are turned into happy favored stories. These customers will show appreciation if they are handled with care. Whilstof course, it is not always well-heeled to please everyone effective communication can help build connect between the callers and the person handling these calls. Racist remarks can sometimes be ignored and maybe misunderstood overdue to cultural barriers at times. Callers must be diverted to stay on the course of achieving the goal of communication and hence limit the impact on business.END OF SECTION BSection C Applied possible action (30 marks)This section consists of Applied Theory Questions.Answer all the questions.Each question carries 15 marks.Detailed information should form the part of your answer (Word limit 200 to 250 words).1.What do you understand by Communication Barri ers? How and why do they occur? What can be done to thrash the Barriers to Communication? Communication barriers happen when there are cast out forces affecting effective communication. Since communication is a process of raptus of ideas and expressions, it is crucial that the basic elements of communication are come acrossd in terms of sender and receiver via proper channels of communication. Barriers can be semantic whereby meaning of message is wrongly receipted via sender to receiver. An organizational barrier occurs when there is negative communication influence within the organization limiting effective communication. An interpersonal barrier happens upon inter-relations, values held and attitudes of individuals also limiting the correct flow and specialty of communication. Individual barriers also limit effective communication and are also called psycho-sociological barriers. Most of the individual barriers is due to the incompetence to process the information properly a nd results in negative flow of information thus providing a communication barrier. cross-cultural barrier occurs based on cultural perception by the individual thus also limiting communication effectiveness. Physical barrier are occurring whenever there is noise, distance or any physical-related barriers limitingthe proper flow of communication. technological barriers also affect effective communication due to the technological advancement used in disseminating the communication. In order to overcome the barriers to communication, it is vital that meaning of messages is clear, precise and not ambiguous to convey the correct meaning to the receiver. Information sent and received must not be wrongly interpretation by proper contextualising and also properly defined to achieve 100 percent transmission efficiency from sender to receiver. organisational barriers can be limited by implementing positive communication influence with example such as proximity of telephones to operators and effective communication procedures in place. Interpersonal barriers can be adjusted by overcoming superior and strung-out relationship in the organization. Individual barriers can be limited by working on effective communication in interpersonal communication. Cross-cultural communication can be overcome by understanding the usage of the communicator and responding appropriately to their cultural diversity. Physical barriers motivating to be resolved in terms of limiting loss of content and message when sending and delivering as well as in the process of the information for an effective communication. Technological assets need to be carefully selected before being implemented to limit communication effectiveness. To overcome the barriers, the sender should know who the message is for, Why should the message be communicated, what to communicate, When to communicate the message and How and Where the message should be communicated. The receiver should be ready to accept the message by being attentive, listening actively, clear up and repeating where necessary and check receipt of information with sender.1. Define and exempt the term Negotiation and also briefly explain the phases of Negotiation.Negotiation is a process by which a compromise or agreement is reached while avoiding argument. In order, to achieve negotiation, one must negotiate effectively and hence use effective communication to achieve a positive end result such as a positive agreement or compromise. In order for any negotiation to be effective, individuals must achieve the best possible outcome for their position or for the organisation they represent. Theprinciples of fairness, want mutual benefit and maintaining a relationship are the keys to a booming outcome. Negotiation is important to reduce dispute and departure that arise from misunderstanding and ineffective communication. The process of negotiation includes the following stagesPreparation, Discussion, Clarifying goal, Negotiate towards a positive outcome, Agreement, ImplementationPreparation In order for negotiation to take place, and to be effective a decision needs to be taken as to when and where a meeting will take place to deal the problem and who will attend. Setting a time-scale is important to prevent the dissonance continuing. The Preparation stage will help to avoid further conflict and unnecessarily wasting time during the meeting. Discussion In the discussion stage, individuals or members of each side submit and put forward their case as they see it, i.e. their understanding of the situation. Important key skills during the discussion stage are questioning, listening and clarifying. Sometimes, notes during the discussion stage are taken to record all points put forward in case as there is need for further clarification. Clarification of goals Based on discussion, the goals, interests and viewpoints of both parties in the disagreement need to be clarified. Through this clarification it is oft en possible to determine or establish common ground. Negotiate towards a Positive outcome A positive outcome or Win-win situation is emphasized at this stage. If such is not possible, parties will try to compromise and try not to differ as much as possible for arguments and agreements sake. Agreement at a time both sides have understood the terms of the negotiation, agreements are reached by both sides with the objectives of being clear of what has been decided and agreed upon. Implementation of a course of action Based on the agreement, a course of action is thence implemented to carry through the decision. Failure to achieve negotiation might involve recalling or rescheduling another meeting to re-discuss. There are instances where negotiation can be informal and these can happen when there is diverse in opinion or how the matter at hand is settled. The ternary elements that affect negotiation outcomes are1. Attitudes2. Knowledge3. Interpersonal SkillsDismissal of the negotia tiated issue can also occur if there is no solution to the negotiation.END OF SECTION C