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Wednesday, January 28, 2009

Business Communication (MB 121) - January 2004 Suggested Answers

Suggested Answers
Business Communication (MB 121) : January 2004
Section A : Basic Concepts
1. Answer :
(a) <>
Reason : The communication which flows between the units or individuals of same hierarchical level is
termed as Lateral communication. Informal communication is the communication which does
not follow any rules and structure. Upward communication is the communication which starts at
subordinates and ends at the superior. Downward communication is the communication which
starts at the superior and ends at the subordinate. Formal communication is the communication
which follows structure and rules of the organization.
2. Answer :
(b) <>
Reason : The term which refers to obstruction in the exchange message is noise. Grapevine is the name
for the informal communication. Network is the spread of the communication in the
organization. Encoding refers to converting the idea of the sender into the message which is
understandable to the receiver.
3. Answer :
(c) <>
Reason : The statements I and III are true because meaning of nonverbal cues is culture specific and
varies with the changing cultures and nonverbal communication doesn’t use words to convey
message.
4. Answer :
(d) <>
Reason : Proxemics is one of the components of nonverbal communication which says about how people
use the physical space around them and what this use says about them. Most of the business is
transacted in the Social Distance Zone which extends from 4- 12 ft. Intimate zone is within a
radius of up to 18 inches around a person and reserved for close relations and friends. The
personal distance zone extends from 11/2 to 4 feet is also reserved for friends and family. The
public distance zone usually extends from 12 to 25 feet.
5. Answer :
(e) <>
Reason : There are many factors that impede effective listening. The inability of an individual to listen
properly due to their excessive concern with themselves is termed as egocentrism one of the
attitudinal barrier. Casual attitude is also one of the attitudinal barrier which says that we
generally assume that listening is relatively easy hence we take listening casually. Preoccupation
is also one of the attitudinal barriers which is the inability of receiver to listen properly because
his mind is filled with other thoughts. Prejudice is also one of the attitudinal barriers means
deep-seated beliefs make it impossible for us to be receptive to the speaker. Discriminative
listening involves an attempt to distinguish one sound from all the others.
6. Answer :
(a) <>
Reason : In the communication process the receiver is also called as the decoder. Encoder is the person
who sends the message.
7. Answer :
(b) <>
Reason : In the actual interview, most questions fall along a continuum of openness. As an interviewer,
you can frame a question toward any one end of the spectrum, depending on the purpose you
want to achieve. The question “Did you graduate from college? Is a close-ended question
because it can be answered with a ‘yes’ or a ‘no’. Remaining questions are open-ended
questions.
8. Answer :
(c) <>
Reason : Research has shown that groups generally arrive at decisions in a predictable pattern. Aubrey
Fisher identified four stages in group problem solving. In the orientation stage group members
get to know each other. In the conflict stage members disagree with each other and debate
ideas. In reinforcement stage group members endorse their final decision by using supportive
verbal and nonverbal communication. In the emergence stage members reconcile their
differences and the outcome of the group’s efforts and the group’s social structure become apparent.
9. Answer :
(d) <>
Reason : Line charts, depict changes in quantitative data over time and illustrate trends. Unlike bar
charts, which show only the total amount for a time period, line charts show variations within
each time period.
10. Answer :
(e) <>
Reason : The reports which are classified as accounting reports, marketing reports, financial reports etc.
are called functional reports. Formal reports stress objectivity and organization, contains much
detail, and is written in a style that tends to eliminate such statements as personal pronouns.
Short reports are written in one-page. Informational reports carry objective information from
one area of an organization to another. The proposal report is a variation of problem-solving
reports. A proposal is a document prepared to describe how one organization can meet the needs
of another.
11. Answer :
(a) <>
Reason : In the closing section of the application letter your primary task is to ask the reader for a
specific action. In the middle section of the application letter you discuss your qualifications for
the job; it will be the longest one. The opening of your application letter will probably make or
break the letter i.e., it will decide whether the reader will respond favorably to the request of an
interview or not.
12. Answer :
(b) <>
Reason : The phase in which evaluation of communication process takes place, is feedback, but not in
transmittal, reception, decoding and encoding.
13. Answer :
(c) <>
Reason : The illustration in which real life characters are usually mentioned is called anecdote. Parable is
a fictitious story from which a moral or religious lesson may be drawn. In the fable, animal
characters speak as if they were human beings. By using analogies similarities are pointed out
with regard to people, ideas, experiences, projects, institutions, or data, and conclusions are
drawn on the basis of those similarities.
14. Answer :
(d) <>
Reason : the statements I and II are true. In the deductive structure the proposal is stated first and then
arguments that support the proposal are presented hence deductive structure is advisable when
we want to convey any good or happy news.
15. Answer :
(e) <>
Reason : Egotism, defensiveness, hostility, preoccupation, fear are the examples of psychological noise.
16. Answer :
(a) <>
Reason : The most general statement of the speech is termed as “core statement”. Among the three
statements given I statement is most general statement. Hence, it is the core statement.
17. Answer :
(b) <>
Reason : One way to reduce the distortion in the formal communication channels is reducing the number
of levels in the organization structure. Remaining options do not explain the ways to reduce the
distortions.
18. Answer :
(c) <>
Reason : In the functional resume the skills, accomplishments, employment given in the first section and
academic experience in subordinate sections. In the chronological resume, educational
qualifications, and employment history is presented sequentially in reverse order. In the
combination chronological and functional resume entries under education and experience are
sequenced in chronological order, while other entries are listed under separate headings that
emphasize skills that are of special relevance to the job in question.
19. Answer :
(e) <>
Reason : The two sentences b and c are grammatically correct.
20. Answer :
(a) <>
Reason : The fundamentals of the letter writing are, knowledge of the subject, audience and purpose.
21. Answer :
(b) <>
Reason : The meeting focused on arriving at a decision and is conducted to change existing procedures,
to adopt a new system and sometimes, to generate new ideas is called problem solving meeting.
The informational meeting’s purpose is to inform the group about recent developments.
22. Answer :
(c) <>
Reason : A brief technical summary is called the abstract which is of no more than 200 words of the
report. The letter of transmittal introduces the purpose and content of the report to the principal
reader, usually the person who requested the report. The table of contents contains page
numbers of the different contents of the report. The executive summary is a one page
condensation of the report. Its audience is made up of managers who rely on executive
summaries to cope with the tremendous amount of paper crossing their desk every day. A list of
illustrations is a table of contents for the figures and tables of a report.
23. Answer :
(d) <>
Reason : There are various approaches to conflict. Competing is one of them. A person who adopts this
approach is committed to his own position or perspective and considers relationships as
secondary issue. Competing is advisable when you have to protect yourself against those who
would take advantage of a more cooperative approach. When you perceive that you have no
chance of satisfying your concern it is better to avoid the conflict. When two parties with equal
power are committed to mutually exclusive goals it is better to compromise. When long-term
relationship between the parties is important and when the goals of both parties are important but
not worth pushing too hard to achieve it advisable to collaborate.
24. Answer :
(e) <>
Reason : Theatre style is appropriate for large groups that are meeting to obtain information. The leader
does much of the talking and participation is limited. The banquet style allows members to see
each other. T formation brings participants close together, but the focus is still on the leader.
The participative arrangement uses a round table so that status differences are minimized, and all
participants feel free to express their opinions. The equalizing pattern indicates the leader wants
all members to participate by speaking their minds.
25. Answer :
(a) <>
Reason : A brief, accurate record of the business transacted at the previous meeting is called the minutes.
Agenda is a list of topics that will be covered at the meeting. A notice must be issued by the
proper authority, observe a minimum period of notice, state where and when the meeting is to be
held, accompanied by an agenda and sent to all individuals entitled to receive it.
26. Answer :
(c) <>
Reason : The signature block in the commercial letter is placed four spaces below the complimentary
close.
27. Answer :
(c) <>
Reason : Communication channels help in transmitting the message from the sender to receiver. Oral
channel is advisable when immediate feedback is necessary.
28. Answer :
(c) <>
Reason : Response to a claim letter is called the adjustment letter.
29. Answer :
(a) <>
Reason : Three letter formats that are usually used are the block, the modified block and the simplified
block
30. Answer :
(d) <>
Reason : Job search begins with careful career planning. Company analysis does not come in the career
planning process. Self analysis is the process of identifying your strengths, your interests and
your achievements. Career analysis provides a set of questions that help you to channel your job
search, and to decide whether your chosen career is the right one for you or whether you should
consider other options. Job analysis is about gathering information regarding the job we are
going to apply and analyzing about the job.
Section B : Caselets
1. Communication in any organization can be divided into formal and informal communication. Formal
communication is that communication which flows in the direction of the organizational structure and
follows a fixed pattern based on the formal role relations prescribed by the organizational structure. Where
as informal communication does follow neither rules nor structure, it is result of the social forces operating
in the working environment. In any environment these two forms of communication coexist but problems
arise when informal communication dominates the formal communication. Grapevine thrives in the
vacuum created by the absence of formal communication. In the present caselet management informed
employees that very soon they are going to shift to a spacious and attractive premises thirty miles down the
road. This announcement gave raise to the rumor mill and grapevine started spreading among the
employees about the various factors of the new premises. In the absence of any communication from the
management, various stories started circulating among the employees. As was stated earlier the grapevine
in the paper manufacturing company acquired unmanageable proportion and affected the morale of the
employees in the absence of any successive formal information about the developments after the
announcement of the news about the company moving to new premises.
<>
2. To some extent the reason offered by the management justifying their decision not to divulge the
information about the selling off of the company to another company is correct. Because, once the news is
told in the initial stage itself that may create a panic among the employees and that could have lead to the
early employee attrition. But restricting the flow of formal communication may pose other disadvantages
like spreading of rumors and various baseless stories among the employees which anyway does not do any
good either. The top management might have thought that unfolding the information regarding the
financial crises may unnecessarily create panic and thought that they can turn the situation around very
soon. But this line of thinking also has its pitfalls., top management discounted the contribution employees
could have made if they know about the bad health of the company and how easy it could have become to
turn around the company with the help of the employees. From the caselet it is amply clear that what top
management feared anyway happened though later than they expected. Many employees left the
organization soon after knowing about the selling of the company to other organization and despite the
good intentions of the top management, organization lost credibility hence attracting the talent has become
difficult.
<>
3. The statement signifies that, building trust is a two way process, once you receive it you have to give it
back.
In the present caselet though the management thought that it had a valid reason in not revealing the
information about the bad financial health of the organization, it had been unmindful of the consequences
of breaking the trust which employees had in the management of the organization. Once that trust is broken
it becomes difficult for the management to recreate it that’s what happened in the present caselet.
Management thought that revealing bad news unnecessarily creates panic among the employees but
employees took it in a different way when they knew the information about the selling off of the company,
they thought that they are not considered to be consulted about the problem of the organization. Hence,
many people left the organization and the organization is not able to attract the talent again.
<>
4. The present caselet is concerned with the failed communication between the boss and the subordinate. the
failure of the communication may be the result of many unchecked assumptions, reactions based on the
assumptions and subsequent judgments on the part of the boss as well as the subordinate.
Boss’s assumptions are,
• Vijay does not understand what he said may be because, either he is not clear or Vijay is too stupid
to understand.
• He is logical, lucid, and clear and presents his facts and evidence well.
Boss’s reactions are,
• As he assumed that Vijay didn’t understand what he is trying to convey, he starts elaborating his
case.
• If he thinks that still Vijay is not able to understand he starts using simpler and simpler words
thinking that despite his best efforts to make Vijay understand, Vijay is not able to understand.
• The more he cannot make Vijay understand the more frustrated he is, and start projecting his
problem onto Vijay.
Boss’s judgment is,
• Vijay is uncooperative or stupid.
• He starts judging Vijay in terms of his own values.
• He judges Vijay as unimportant and has little capacity for self direction.
<>
5. Barriers to communication can be termed as any sort of disturbances in the process of communication
which obstructs the free flow of communication from sender to the receiver. There are many types of
communication barriers. Hierarchy also acts as one of the biggest barriers to free flow of communication in
the organization and results in the breakdown in the communication process. For the purpose of analysis,
they can be placed into four categories: problems caused by the sender, problems in message transmission,
problems in reception and problems in receiver comprehension and perception.
1. Problems caused by the sender:
• The amount of the information the individual has about the subject of the message.
• Too much knowledge about the subject.
• Indecision regarding selection of information.
• The order of presentation
• Lack of familiarity with the audience.
• Lack of experience in speaking or writing.
2. Problems in message transmission
• Number of transmission links
• Unclear and conflicting messages
3. Problems in reception
• Physical noise
• Physiological noise
• Psychological noise
4. Problems in receiver comprehension
• Inability to understand the number of words being used.
• Involvement of personal interests.
<>
6. a. Drawbacks:
1. Invites action in the beginning without having first given any incentive
2. Puts writer and reader on different levels by suggesting humility.
3. Reveal the nature of the research in the much later part of the letter, which should have been
introduced much earlier.
4. Though, used an action ending seems to be more demanding without offering any incentives.
b. Rewriting the letter
December 1, 2003
Mr. Suresh Agarwal
Purchasing Agent
UTB Bank
55, Nagarjuna hills
Hyderabad
Dear Suresh Agarwal
What if vendors continue making more and larger gifts to purchasing agents?. For ethical and economic
reasons, this question is of vital importance to purchasing agents. Yet it has not been answered in the
literature, and recent purchasing journals have emphatically called for answers based on research.
For my master’s thesis on purchasing behavior, I am seeking opinions from selected purchasing managers.
Results will be shared with participants soon after the data are interpreted.
So the study will be complete and authoritative, please participate by completing the enclosed
questionnaire and returning it to me in the envelope provided. Your answers, which can be indicated
quickly by making check marks, will be confidential and reported only as part of group data. To get a
report of the findings to you and other participating managers before term ends in early December, I need to
receive the enclosed forms by December 20.
I appreciate your help and am eager to share with you a summary of what I learned about vendors and gratuities.
Sincerely,
Sankar mani
Enclosure
<>
Section C: Applied Theory
7. In order to make communication effective non verbal communication must be in sync with verbal
communication unless results will be disastrous. Communication researchers have found that nonverbal
signals have more impact in conveying meaning than verbal content. Many times if proper care is not taken
nonverbal signals can completely alter the message that we communicate. Hence, it is very important to
maintain proper coordination between verbal and non verbal communication.
Components of Nonverbal communication:
The study of nonverbal signals is divided into three main areas: paralanguage, the way we say what we say,
kinesics, the study of body language and facial expression, and proxemics, which is the study of how
physical space is used. Other forms of nonverbal communication include the use of time and the mode of
dress.
Paralanguage
The study of paralanguage focus on how you say what you say. As we saw in the example at the beginning
of the chapter, two identical verbal messages may communicate entirely different meanings when the tone
of voice is different. The tone of our voice, the loudness, softness, rate of speech, and the words we choose
to accent, communicate a great deal. In fact, by changing the emphasis in a sentence, we can change the
total meaning of the sentence.
Paralanguage has several component parts: voice qualities, voice qualifiers, voice characteristics, and vocal
segregates.
Kinesics
Human beings communicate a lot through body movements and facial expressions. Kinesics is the study of
this kind of communication. Let us look at how different body movements and facial expressions
communicate different messages. This includes posture, Gestures, Emblems, Adaptors, Illustrators,
Regulators and Facial expressions.
Proxemics
Proxemics is the study of how people use the physical space around them and what this use says about
them.
People often put an invisible boundary between themselves and others. This is called the personal feature
space.
There are four feature space categories or zones.
The intimate distance zone within a radius of up to 18 inches around a person is reserved for close
relations and friends.
The personal distance zone which may extend from 1 1/2 to 4 feet is also reserved for friends and family.
The social distance zone extends from 4 to 12 feet. It is in this zone that most business is transacted.
The public distance zone usually extends from 12 to 25 feet. It is the farthest distance at which one can
communicate effectively on a face-to-face basis.
<>
8. December 10, 2003
Srikanth’s Computer manufacturing company
40, Nagarjuna hills
Panjagutta
Hyderabad
Dear Customer:
The item listed in your order of September 2 has been selling very rapidly in recent times.
According to financial experts careful control of indebtedness, is very crucial for the successful running of
the business. Their formula for control is to maintain at least a 2 to 1 ratio of current assets to current
liabilities. Experience has taught us that, for the benefit of all concerned, credit should be made available
only to purchasers who meet the ratio. Because your ratio is approximately 11/4 to 1, you are encouraged to
make cash purchases.
Once your ratio is improved, or within six months which ever is earlier, we would welcome an opportunity
to review your credit application. To send your check for your current order, just use the enclosed envelop;
your order will be shipped promptly.
Other items available with us are shown in the enclosed folder
Sincerely,
Sukeh dev
Credit manager.

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