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MBA FIRST SEMESTER MB0039 BUSINESS COMMUNICATION 1
Master of Business Administration - MBA Semester I MB0039 – Business Communication - 4 Credits (Book ID: B1128) Assignment - Set- 1 (60 Marks)
Spoken conversations or dialogs are influenced by voice modulation. ideas and emotions. Types of Communication Based on Style and Purpose: Based on the style of communication. Verbal communication includes written and oral communication whereas the non-verbal communication includes body language. pitch. a smile or a hug can independently convey emotions. sketches and paintings. Non verbal communication can also be in the form of pictorial representations. The style of communication in this form is very formal and official. the hand gestures.1: Explain the different types of communication with relevant examples:Answer: Communication is a process that involves exchange of information. which is then carried via the communication channel to the receiver where the receiver decodes the message. clarity and precision of language.A S S I G N M E N T . which will include the body posture. The oral communication refers to the spoken words in the communication process. grammar. Types of Communication Based on Communication Channels: Based on the channels used for communicating. processes the information and sends an appropriate reply via the same communication channel. Written communication can be either via snail mail. Communication is a process that involves a sender who encodes and sends the message. and overall body movements. signboards. The effectiveness of written communication depends on the style of writing. vocabulary used. thoughts. volume and even the speed and clarity of speaking. the process of communication can be broadly classified as verbal communication and non-verbal communication. facial expressions and visuals diagrams or pictures used for communication. Typically this can include all sorts of business communication or corporate communication. or even photographs. which are formal and informal communication that have their own set of characteristic features. there can be two broad categories of communication. Non-verbal Communication: Non-verbal communication includes the overall body language of the person who is speaking. meetings and written memos and corporate letters are used for communication. 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. 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.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. or email. Formal communication can also occur between two strangers when they . The other type of verbal communication is written communication. Formal Communication: Formal communication includes all the instances where communication has to occur in a set formal format. Verbal Communication: Verbal communication is further divided into written and oral communication. Official conferences. Oral communication can either be face-to-face communication or a conversation over the phone or on the voice chat over the Internet. On the other hand gestures like a handshake.
Begin with the most important piece of information and then move on to the next most important. personal experiences. Informal communication does not have any rigid rules and guidelines.A S S I G N M E N T . Informal Communication: Informal communication includes instances of free unrestrained communication between people who share a casual rapport with each other. statistics. Practicing the following 16 principles will help us be a more effective writer. Organize your ideas so the reader can easily follow your argument or the point you are trying to get across. . Question-Answer . Chronological order . it's hard to find important ideas in a poorly organized message. including explanations.preparing. or do? Make a list: Write down the ideas or points you want to cover. Informal communication requires two people to have a similar wavelength and hence occurs between friends and family. Organize your ideas: Just as it's difficult to find what you want in a messy. try discussing your ideas with someone else.page report? Try answering this question: What specifically do I want the reader to know. and then describe possible alternatives or the solution you recommend. official and always precise and has a stringent and rigid tone to it. Q. stories.Define the problem. and quotations.State a question and then provide your answer. Know your objective: Think before you write. What's your goal? Make sure you fully understand the assignment. second.support with data. Back it up: Have an opinion but back it up . writing and editing. Problem-Solution . facts. Here are a few ways you can organize your ideas: Importance . "Kicking an idea around" often helps you clarify your objective and finetune what you are trying to accomplish.paragraph executive summary or a five . Hence formal communication is straightforward. If you have trouble getting started. Informal conversations need not necessarily have boundaries of time. It's best to use a combination of approaches to develop and support your ideas. There are a number of ways you can support your ideas. place or even subjects for that matter since we all know that friendly chats with our loved ones can simply go on and on. think.Describe what happened first.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. disorganized desk drawer. Why? This helps you get started in identifying the key ideas you want to discuss. examples. Are you writing a one . third.2: What are the general principles of writing especially business writing? Answer: The process of good writing involves three basic steps .
Be precise and accurate: Words like "large." "small. use bullets or number your points like I have done in this paper. The some one maybe a manager.” Use a comma to set off introductory elements: “After coffee and donuts." "teamwork. good-looking professor teaches history. The "doing something . The reader may interpret these words to mean something different than what you intended. 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 . A good rule to practice is to have subjects closely followed by their verbs." and "customer focus" are vague and imprecise. sentences with 15 or fewer words are understood 90% of the time.A S S I G N M E N T . You're is a contraction for "you are" . or physical actions such as writing and talking. Here's an example of using bullets. evaluating. etc. the meeting will begin.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." "as soon as possible. Sentences with eight or fewer words are understood 100% of the time. and blue. Use bullets or numbers: If you are listing or discussing a number of items. The reader may not understand certain acronyms and abbreviations. customer.” Use the correct word: Here are several words that cause confusion. 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 separate adjectives: “That tall. Define terms as needed. Use short sentences: Sentences should be a maximum of 12 to 15 words in length. According to the American Press Institute. employee. Reduce communication breakdowns by being specific and precise. white. and deciding." "people. Each paragraph should be started by an indentation or by skipping a line. The topic sentence is normally the first sentence in the paragraph.taking action.taking action" can include mental processes such as thinking." "they. distinguished.
such as "Three men decided…" When using numbers 10 or above it's proper to write the number. However you must be able to clearly and succinctly explain your thoughts and ideas in writing. Shorten long sentences.the bottom line message. Strive to be simple. Cross out unnecessary words and phrases.. Their means possession/ownership-"their house. consider the following: Redundant . I decided to paint the machine gray. Redundant . spell out numbers one through nine. For example. and ongoing improvement." It’s indicates possession. Read it a third time and focus on word choice.My personal beliefs… Beliefs are personal." There means location.. On your first read. so just state. 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. Edit your work: Read what you have written several times. Summary: You don't have to be a great writer to be successful manager/leader. Read it again and make sure commas are used appropriately and that there is punctuation mark at the end of every sentence.I decided to paint the machine gray in color. focus on organization and sentence structure." It's is a contraction for "it is. A significant part of good writing involves editing. The reader wants to know the final score . Very few people can sit down and write a perfect paragraph on their first try. "good writing" requires practice. Gray is a color. Are there certain words that are vague or unclear? Replace them with specific words. They’re a contraction for "they are. 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. It requires multiple rewrites. clear. such as "your coat. . Numbers: When using numbers in the body of your paper. The conclusion ties your points together. so just state. Like any skill. and brief. Reorganize material as needed.A S S I G N M E N T .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. feedback." Avoid redundancies: It is a redundancy to use multiple words that mean or say the same thing. my beliefs.
that you plan to use during your presentation. Whether typed or hand written. anticipate all types of responding questions from people in your audience: challenging questions. For enlightenment on people's views. bind the notes . bear in mind how you will insert information to be displayed. do not take that for granted. if you jot your notes down on index cards. Equip yourself with facts and insight accordingly. They don't need to hear your voice drift into a state of monotony. But if there is some other source. Please do not imagine your audience in their underwear. and simple questions (the ones which are so simple that you forgot to prepare an answer for). you must be able to comprehend them in order to convey them to an audience. In the comfort of your own study lab (wherever that may be). 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. 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. Doing so can also help you develop more confidence in your speech.A S S I G N M E N T . Grab a tape recorder or any recording device to listen to your own speech. Don't expect an audience to read lengthy sentences or any paragraph . approach the podium with a solid knowledge base about every point your will discuss. So. the speaker. write legibly. You need to focus. Organize the notes from which you will speak. Your level of comfort can depend on the size of your audience. such as the Internet or experts. . then look just past the last row of people to land your sight on either some empty seats or the wall. Also. By all means. but it can certainly distract you. The audience does not need to see the back of your head. If eye contact with any of those listeners intimidates you. the critical spectators attending your presentation. crazy questions. Make your task a tad bit easier on yourself alleviating the possibility of that problem. The following steps can complete your preparation. I have read several message boards and even complaint sites to help me prepare for the unexpected. Study your subject. Dropping loose papers or cards during your speech should not distract an attentive listener. With thorough and effective research about your subject. you will discover that you are already half way prepared to address your listeners. can happen if you read word-for-word from your notes. If you decide to speak with the aid of a Power Point presentation. critical questions. You may have already been provided great information from which you could pull. As I expressed above.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.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.no matter how much time they are given. Practice your presentation in private and be willing to be your own biggest critic. do not prepare yourself to read every word written on that PowerPoint. use them to enhance your own insight. which is what. If your presentation is non-interactive. You can still be approached with questions after your speech or after the event where you gave it.paper or cards . or the feedback that you may anticipate.
as we have to conduct the meeting. You have to call for a monthly team meeting within a week. at this point. 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. Remember that. you have the tools to conquer any sharp sensation that you may feel in the pit of your gut going before any group Q. Do not neglect them. . If possible use the technology like video calling/ or else I will send the agenda of the meeting. While these expressions of intelligence seem effective. Call for the meeting as per the requirement and urgency of the case to be discussed. How effectively you would plan and carry out this meeting? Answer: Well. Send the minutes of the meeting by mail to respective key team members. ask them to mail or they can call and put their views & opinions about that. Keep their interest. They are recognized even in their absence. This will boost the individual touch and the team can perform efficiently. Two of your key team members are on 3-weeks leave. And wherever your subject and the points from which you speak will allow. Send the Details of meeting to respective key team members by E-mail. I would be conducting it in a normal fashion.4: You are a team manager having 15 members in your team. Everyone is important in the team. be sure to project. Do a con-call with all/any key member required while scheduling meet. Conduct the meeting with other members. obtain any relevant information from them beforehand to conduct meeting successfully in their absence. engage your audience with illustrations which they can relate to. they actually reflect a lazy effort to communicate detailed and comprehensible information to listeners.A S S I G N M E N T . there should be no reason to lose confidence. You can take help from the close associates of that two absent people or the people who are working along with them. grasped a clear understanding of it. that is). Firstly inform the two important team members about the Agenda of the meeting well before and obtain their view. In total we have 15 team members and only 2 of them are on long leave. Give your tone some range (logical range. 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. don’t divide your team in this fashion. Please impose neither overly technical terminologies nor acronyms on your audience. so according to me the meeting should be very well planned. as far as the meeting is concerned. and make everyone feel important and key contributors to the business objective. Unless you have a reliable microphone. Send the minutes of meeting to the absent members. If you've studied your subject. placing the views of the absent members.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. Do not overestimate your listeners' attention spans. and followed the tips above. 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.
to make the readers more interest in their contents.A message / information's bringing to all which will be put up in common place. Like memos. The objectives of circular letters are: To obtain publicity for a merchandise. There are impersonal methods of communication i. The basic difference between a circular and a general letter is that. Sometimes important notices are included with wage or salary slips. Notices may relate to vacant posts. to a certain extent the personal meet of the sales agents can be substituted. the system should work to make sure everyone can do what the organization does and every key role should be deputized.5: Distinguish between circulars and notices along with formats? Answer: Notice .A message / information's bringing to certain group of people belonging to the information. the latter is addressed to only one person. 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. holiday arrangements. if interested. Notices are methods used to keep the workforce as a whole up to date with what is going on. Circular letters are to be read by a large number of people. and so the agent need not wait to have an appointment. to attain the confidence of the readers and to stimulate sales. A circular letter is one that carries a communication to a number of addresses. any number of letters can be posted in a day. In the course of business. 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. circulars and notices are also written forms of communication within the organization. . whereas general letters arc personal and private in nature.e. The sender aims giving certain information to the public. union matters or social events and are likely to be displayed on a notice board. 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.A S S I G N M E N T . and the recipient. businessmen etc. They keep workers informed and attempt to make them feel a part of a large company. Bottom line is the operations in an organization cannot depend on one individual. A circular is a communication meant to convey information of a business firm to customers. whereas notices are meant for a larger group of people. may call upon the firm or the sales agent. All organizations need to have a continuity method.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. less expenses. Circular . to impress the readers with the facts about the firm and the products. Q. they hand over their duties to someone else and operations cannot stop because a staff is on vacation. the same communication is sent to all the workers. whereas the former is addressed to many persons. occasions will arise to send out circular letters.
. During the meeting.A list of declared holidays for a calendar year is a notice. a sign or placard conveying some information or intelligence. For this purpose. You may not want all the students to be involved initially. stage committee and so on. such as a reception committee.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. notices generally contain information or announcements that are meant for all the employees of an organization. a notice is a mention in writing. They can be created in such a way as to attract attention. customer. On the other hand. since the information is relevant to all employees. The only diff is that while the former is strategically placed in known locations.If a manager wants to call a meeting of heads of departments. 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. Basically. Example . requesting them to attend that meeting. since it may take a lot of time and there may be too many suggestions. he will pass around a circular only to the heads. A written record of the message is kept. While a circular is a letter or advert. addressed and distributed to a circle of people. A notice is therefore a legal document that has to be put up on an official notice or bulletin board. requesting them to attend the meeting. of which many copies have been made. whereas notices are meant for a larger group of people. You may also decide to get each student to contribute a nominal amount for the Fest. Instead. Employees tend to look at notice boards in their breaks. Example . you may send a circular only to the student committee members. Circulars and notices are written forms of communication within the organization. In simple term. they both convey info. 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.A S S I G N M E N T . you may choose to invite only the committee members to discuss details such as the date. Let us examine another example of a circular and a notice. venue. how to get sponsors and so on. the latter is forwarded directly to the intended recipients. You will have to send some information to those whom you want to involve in organizing the Fest. the date and venue may be finalized and various smaller committees may be formed. duration. To a predetermined group or circle.
A S S I G N M E N T .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: .
Be politest with the customer telling to him/her. 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. and testing for its working have been conducted and verified and professionals for any acute things within. Dear customer. We even have collected report from the courier team of Gati. key factors include alignment with the company’s business process strategy and goals. and win new clients. attract. So I please oblige on behalf of the company that we can’t help you within the grounds of company rules.A S S I G N M E N T . The overall goals are to find. Prior to selling the mixer or blender we assured that there are no external or internal damages.6: You are a sales manager for a particular brand of mixer and blender. and synchronize business processes— principally sales activities. automate. and reduce the costs of marketing and client service. 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. entice former clients back into the fold. nurture and retain those the company already has. Thanking you Mr. It involves using technology to organize. but also those for marketing. including the ability to deliver the right data to the right employees and sufficient ease of adoption and use. customer service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. and technical support.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. XYZ Sales Manager . In evaluating technology. Hope our products will assist you in future and thanks for being part of our products. clients and sales prospects.
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