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Master of Business Administration - MBA Semester I MB0039 – Business Communication - 4 Credits (Book ID: B1128) Assignment - Set- 1 (60 Marks)

which will include the body posture. facial expressions and visuals diagrams or pictures used for communication. On the other hand gestures like a handshake.1: Explain the different types of communication with relevant examples:Answer: Communication is a process that involves exchange of information. there can be two broad categories of communication. a smile or a hug can independently convey emotions. and overall body movements. pitch. Typically this can include all sorts of business communication or corporate communication. the hand gestures. volume and even the speed and clarity of speaking. Official conferences.A S S I G N M E N T . Formal communication can also occur between two strangers when they .  Formal Communication: Formal communication includes all the instances where communication has to occur in a set formal format. Types of Communication Based on Communication Channels: Based on the channels used for communicating. Spoken conversations or dialogs are influenced by voice modulation. The oral communication refers to the spoken words in the communication process. The style of communication in this form is very formal and official. Oral communication can either be face-to-face communication or a conversation over the phone or on the voice chat over the Internet. The facial expressions also play a major role while communication since the expressions on a person‘s face say a lot about his/her mood. clarity and precision of language. Non verbal communication can also be in the form of pictorial representations. Written communication can be either via snail mail.B U S I N E S S C O M M U N I C AT I O N – M B 0 0 3 9 Q. Types of Communication: Communication can occur via various processes and methods and depending on the channel used and the style of communication there can be various types of communication.  Verbal Communication: Verbal communication is further divided into written and oral communication. Verbal communication includes written and oral communication whereas the non-verbal communication includes body language. Types of Communication Based on Style and Purpose: Based on the style of communication. ideas and emotions. signboards. or email. the process of communication can be broadly classified as verbal communication and non-verbal communication. The effectiveness of written communication depends on the style of writing. Communication is a process that involves a sender who encodes and sends the message. grammar. or even photographs. thoughts. vocabulary used. sketches and paintings. which are formal and informal communication that have their own set of characteristic features. which is then carried via the communication channel to the receiver where the receiver decodes the message. processes the information and sends an appropriate reply via the same communication channel. meetings and written memos and corporate letters are used for communication. The other type of verbal communication is written communication.  Non-verbal Communication: Non-verbal communication includes the overall body language of the person who is speaking.

second. Organize your ideas: Just as it's difficult to find what you want in a messy. Practicing the following 16 principles will help us be a more effective writer.support with data. and quotations. Why? This helps you get started in identifying the key ideas you want to discuss. "Kicking an idea around" often helps you clarify your objective and finetune what you are trying to accomplish. Know your objective: Think before you write. place or even subjects for that matter since we all know that friendly chats with our loved ones can simply go on and on.preparing.Define the problem.Describe what happened first. facts. Are you writing a one . If you have trouble getting started.paragraph executive summary or a five . It's best to use a combination of approaches to develop and support your ideas.  Chronological order . examples. There are a number of ways you can support your ideas.2: What are the general principles of writing especially business writing? Answer: The process of good writing involves three basic steps . Hence formal communication is straightforward. . disorganized desk drawer. What's your goal? Make sure you fully understand the assignment. Informal communication requires two people to have a similar wavelength and hence occurs between friends and family.page report? Try answering this question: What specifically do I want the reader to know. statistics. stories. think.  Informal Communication: Informal communication includes instances of free unrestrained communication between people who share a casual rapport with each other.  Question-Answer . Informal conversations need not necessarily have boundaries of time. personal experiences.  Problem-Solution .Begin with the most important piece of information and then move on to the next most important. Q. Back it up: Have an opinion but back it up . it's hard to find important ideas in a poorly organized message. writing and editing.State a question and then provide your answer. try discussing your ideas with someone else. third. and then describe possible alternatives or the solution you recommend. or do? Make a list: Write down the ideas or points you want to cover.B U S I N E S S C O M M U N I C AT I O N – M B 0 0 3 9 meet for the first time. including explanations. official and always precise and has a stringent and rigid tone to it. Organize your ideas so the reader can easily follow your argument or the point you are trying to get across.A S S I G N M E N T . Informal communication does not have any rigid rules and guidelines. Here are a few ways you can organize your ideas:  Importance .

A S S I G N M E N T ." "teamwork. According to the American Press Institute. Here's an example of using bullets. sentences with 15 or fewer words are understood 90% of the time. Use commas appropriately: Use a comma to separate the elements in a series of three or more items: “His favorite colors are red.” Use a comma to set off introductory elements: “After coffee and donuts. The reader may not understand certain acronyms and abbreviations. Each paragraph should be started by an indentation or by skipping a line. Sentences with eight or fewer words are understood 100% of the time. Be precise and accurate: Words like "large. Use short sentences: Sentences should be a maximum of 12 to 15 words in length. distinguished.B U S I N E S S C O M M U N I C AT I O N – M B 0 0 3 9 Separate main ideas: Each paragraph should have one main point or idea captured in a topic sentence.taking action. A good rule to practice is to have subjects closely followed by their verbs.” Use the correct word: Here are several words that cause confusion. The "doing something ." "people. the meeting will begin." "small. The some one maybe a manager. or physical actions such as writing and talking. You're is a contraction for "you are" . etc. Reduce communication breakdowns by being specific and precise." and "customer focus" are vague and imprecise." "they. good-looking professor teaches history. Use bullets or numbers: If you are listing or discussing a number of items.” Use a comma to separate adjectives: “That tall. The topic sentence is normally the first sentence in the paragraph. white. and deciding. use bullets or number your points like I have done in this paper." "as soon as possible. customer.taking action" can include mental processes such as thinking. and blue. The reader may interpret these words to mean something different than what you intended. Define terms as needed. evaluating. employee. Join the Business Club to:  Increase sales  Gain new marketing ideas  Make new friends  Give back to your profession Write complete sentences: A sentence is about someone doing something .

The conclusion ties your points together. Like any skill.  Read what you have written aloud to yourself or to a friend to see if he or she (and you) can understand it and improve it in any way." There means location.  Redundant .  Read it again and make sure commas are used appropriately and that there is punctuation mark at the end of every sentence. so just state. Are there certain words that are vague or unclear? Replace them with specific words." Avoid redundancies: It is a redundancy to use multiple words that mean or say the same thing." It’s indicates possession. Cross out unnecessary words and phrases. focus on organization and sentence structure. clear.I decided to paint the machine gray in color.. such as "your coat. so just state. They’re a contraction for "they are. consider the following:  Redundant . such as "Three men decided…" When using numbers 10 or above it's proper to write the number. feedback. "good writing" requires practice. Reorganize material as needed. Their means possession/ownership-"their house.the bottom line message. spell out numbers one through nine. and ongoing improvement. my beliefs.A S S I G N M E N T . Strive to be simple. It requires multiple rewrites. Edit your work: Read what you have written several times.B U S I N E S S C O M M U N I C AT I O N – M B 0 0 3 9 Your means possession. However you must be able to clearly and succinctly explain your thoughts and ideas in writing. Gray is a color. The reader wants to know the final score . such as "The report indicated 68 customers…" Have a conclusion: Would you really enjoy watching a movie or sporting event that had no conclusion? No. Numbers: When using numbers in the body of your paper. and brief.  On your first read. . Summary: You don't have to be a great writer to be successful manager/leader. For example.. Shorten long sentences.  A significant part of good writing involves editing.My personal beliefs… Beliefs are personal. I decided to paint the machine gray. Very few people can sit down and write a perfect paragraph on their first try." It's is a contraction for "it is.  Read it a third time and focus on word choice.

approach the podium with a solid knowledge base about every point your will discuss. do not take that for granted. Don't expect an audience to read lengthy sentences or any paragraph . You may have already been provided great information from which you could pull.  If you decide to speak with the aid of a Power Point presentation. So. You need to focus. There are corners of walls and other inanimate objects where you can place your focus until you find yourself comfortable enough to make brief eye contact with a few friendly or neutral faces. the speaker. bear in mind how you will insert information to be displayed. Doing so can also help you develop more confidence in your speech.  As I expressed above.no matter how much time they are given.A S S I G N M E N T .  In the comfort of your own study lab (wherever that may be). You can still be approached with questions after your speech or after the event where you gave it. Also. critical questions. and simple questions (the ones which are so simple that you forgot to prepare an answer for). anticipate all types of responding questions from people in your audience: challenging questions.  Please do not imagine your audience in their underwear. Dropping loose papers or cards during your speech should not distract an attentive listener. If eye contact with any of those listeners intimidates you. Grab a tape recorder or any recording device to listen to your own speech. crazy questions. use them to enhance your own insight. Whether typed or hand written. Make your task a tad bit easier on yourself alleviating the possibility of that problem. But if there is some other source. you must be able to comprehend them in order to convey them to an audience.paper or cards . write legibly. Whatever you may find as a cause for concerns about speaking before a group never let it be your knowledge about what you will speak. They don't need to hear your voice drift into a state of monotony. such as the Internet or experts. but it can certainly distract you. The audience does not need to see the back of your head.that you plan to use during your presentation. Equip yourself with facts and insight accordingly.B U S I N E S S C O M M U N I C AT I O N – M B 0 0 3 9 Q. do not prepare yourself to read every word written on that PowerPoint.  Organize the notes from which you will speak. if you jot your notes down on index cards. the critical spectators attending your presentation. you will discover that you are already half way prepared to address your listeners. bind the notes . . or the feedback that you may anticipate. Your level of comfort can depend on the size of your audience.3: How would you prepare yourself for an oral business presentation? Answer: Delivering a formal presentation can be either fairly stress-free or nerve-wrecking. The following steps can complete your preparation. For enlightenment on people's views. With thorough and effective research about your subject.  Study your subject. If your presentation is non-interactive. I have read several message boards and even complaint sites to help me prepare for the unexpected. can happen if you read word-for-word from your notes. By all means. which is what.  Practice your presentation in private and be willing to be your own biggest critic. then look just past the last row of people to land your sight on either some empty seats or the wall.

that is). In total we have 15 team members and only 2 of them are on long leave. Conduct the meeting with other members. I would be conducting it in a normal fashion. Unless you have a reliable microphone.  Send the Details of meeting to respective key team members by E-mail. Give your tone some range (logical range.  Remember that.  Call for the meeting as per the requirement and urgency of the case to be discussed. and followed the tips above. don’t divide your team in this fashion.  If possible use the technology like video calling/ or else I will send the agenda of the meeting.  Do a con-call with all/any key member required while scheduling meet. .  Firstly inform the two important team members about the Agenda of the meeting well before and obtain their view.B U S I N E S S C O M M U N I C AT I O N – M B 0 0 3 9  Remember that the last row of listeners needs to hear your voice. obtain any relevant information from them beforehand to conduct meeting successfully in their absence. Everyone is important in the team. They are recognized even in their absence. they actually reflect a lazy effort to communicate detailed and comprehensible information to listeners. engage your audience with illustrations which they can relate to.4: You are a team manager having 15 members in your team. While these expressions of intelligence seem effective. and make everyone feel important and key contributors to the business objective. You can take help from the close associates of that two absent people or the people who are working along with them.  Do not overestimate your listeners' attention spans. ask them to mail or they can call and put their views & opinions about that. Send the minutes of the meeting by mail to respective key team members. Do not neglect them.  Please impose neither overly technical terminologies nor acronyms on your audience. You have to call for a monthly team meeting within a week. You can plan your meetings in such a way that they should feel that they get the chance or opportunity to speak / share their opinions. there should be no reason to lose confidence. at this point. Keep their interest.  I would keep all the team members in loop and let them know that we have to update our 2 other team members once they are back. placing the views of the absent members. grasped a clear understanding of it. be sure to project.A S S I G N M E N T . as far as the meeting is concerned. so according to me the meeting should be very well planned. as we have to conduct the meeting. Send the minutes of meeting to the absent members. How effectively you would plan and carry out this meeting? Answer: Well. I would give in my 100% and would discuss all the important key points in the meeting as I would have done in the presence of my key team members. And wherever your subject and the points from which you speak will allow. This will boost the individual touch and the team can perform efficiently. you have the tools to conquer any sharp sensation that you may feel in the pit of your gut going before any group Q. If you've studied your subject. Two of your key team members are on 3-weeks leave.

There are impersonal methods of communication i. may call upon the firm or the sales agent. The sender aims giving certain information to the public. Circular letters are to be read by a large number of people. businessmen etc. what if those key members get other jobs? I would go on and have the meeting with those present and take minutes to keep the other members abreast with what has been happening. Like memos.A message / information's bringing to certain group of people belonging to the information. Q. The basic difference between a circular and a general letter is that. circulars and notices are also written forms of communication within the organization.B U S I N E S S C O M M U N I C AT I O N – M B 0 0 3 9 Note: When one is on leave. to impress the readers with the facts about the firm and the products. The difference between a circular and a notice is that circulars are announcements that are distributed to small or selective groups of people within the organization. to attain the confidence of the readers and to stimulate sales.5: Distinguish between circulars and notices along with formats? Answer: Notice . whereas general letters arc personal and private in nature. and so the agent need not wait to have an appointment. Sometimes important notices are included with wage or salary slips.e. to a certain extent the personal meet of the sales agents can be substituted. the same communication is sent to all the workers. The objectives of circular letters are: To obtain publicity for a merchandise. occasions will arise to send out circular letters. any number of letters can be posted in a day.A S S I G N M E N T .A message / information's bringing to all which will be put up in common place. holiday arrangements. A circular is a communication meant to convey information of a business firm to customers. Notices may relate to vacant posts. Circular . the system should work to make sure everyone can do what the organization does and every key role should be deputized. they hand over their duties to someone else and operations cannot stop because a staff is on vacation. the latter is addressed to only one person. and the recipient. Bottom line is the operations in an organization cannot depend on one individual. There are also other ways to communicate or advertise in newspapers or journals Generally printed or cyclostyled circular letters have a few advantages such as. All organizations need to have a continuity method. if interested. to make the readers more interest in their contents. whereas notices are meant for a larger group of people. They keep workers informed and attempt to make them feel a part of a large company. whereas the former is addressed to many persons. . union matters or social events and are likely to be displayed on a notice board. A circular letter is one that carries a communication to a number of addresses. less expenses. Notices are methods used to keep the workforce as a whole up to date with what is going on. In the course of business.

To a predetermined group or circle. Let us examine another example of a circular and a notice. A notice is therefore a legal document that has to be put up on an official notice or bulletin board.A list of declared holidays for a calendar year is a notice. the date and venue may be finalized and various smaller committees may be formed. For this purpose. Circulars and notices are written forms of communication within the organization. While a circular is a letter or advert. You will have to send some information to those whom you want to involve in organizing the Fest. The difference between a circular and a notice is circulars are announcements those are distributed to small or selective groups of people within an organization. On the other hand. addressed and distributed to a circle of people. Instead. a sign or placard conveying some information or intelligence. Example . A written record of the message is kept. requesting them to attend the meeting. since the information is relevant to all employees. venue. You may also decide to get each student to contribute a nominal amount for the Fest. how to get sponsors and so on. whereas notices are meant for a larger group of people. You may not want all the students to be involved initially.If a manager wants to call a meeting of heads of departments. . During the meeting. Basically. he will pass around a circular only to the heads. you may choose to invite only the committee members to discuss details such as the date. They can be created in such a way as to attract attention. duration. such as a reception committee. since it may take a lot of time and there may be too many suggestions. Example . The only diff is that while the former is strategically placed in known locations. a notice is a mention in writing.A S S I G N M E N T . stage committee and so on. notices generally contain information or announcements that are meant for all the employees of an organization. you may send a circular only to the student committee members. the latter is forwarded directly to the intended recipients. they both convey info.B U S I N E S S C O M M U N I C AT I O N – M B 0 0 3 9 The advantages of the method are: It can contain diagrams as well as written information. Imagine that you are the President of the Student Committee in a management college and wish to hold a meeting to plan for the Annual Management Fest of the college. Employees tend to look at notice boards in their breaks. of which many copies have been made. In simple term. requesting them to attend that meeting. customer.

B U S I N E S S C O M M U N I C AT I O N – M B 0 0 3 9 Example of Circular: Example of Notice: .A S S I G N M E N T .

So I please oblige on behalf of the company that we can’t help you within the grounds of company rules. and technical support. and they have confirmed about clean delivery without demurrages. I am sales manager for a this brand of mixer and blender and we have to inform you that claim for the product replacement is rejected on the grounds that the product didn’t have any defect during the sale. and testing for its working have been conducted and verified and professionals for any acute things within.A S S I G N M E N T . In evaluating technology. XYZ Sales Manager .B U S I N E S S C O M M U N I C AT I O N – M B 0 0 3 9 Q.[1] Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. customer service. Prior to selling the mixer or blender we assured that there are no external or internal damages. attract. entice former clients back into the fold. but also those for marketing. automate. nurture and retain those the company already has. Be politest with the customer telling to him/her. It involves using technology to organize. and win new clients. including the ability to deliver the right data to the right employees and sufficient ease of adoption and use. Frame a sample bad news letter telling a customer about that her claim for the product replacement is rejected on the grounds that the product didn’t have any defect during the sale:Answer: Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers.6: You are a sales manager for a particular brand of mixer and blender. clients and sales prospects. Thanking you Mr. We even have collected report from the courier team of Gati. and reduce the costs of marketing and client service. key factors include alignment with the company’s business process strategy and goals. Dear customer. and synchronize business processes— principally sales activities. Hope our products will assist you in future and thanks for being part of our products. The overall goals are to find.

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