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Assignment Set- 1
1. Describe any situation that you experienced where the communication went wrong because the listening was faulty. Analyze the situation by explaining the type of listening barrier. . How could this barrier be overcome? Ans: The following example illustrates an organizational barrier to communication. By the time the message is passed down from the Chief to the lower level Executives, it is distorted completely, so much so that the original message is interpreted differently by each level in the organization. Memo from CEO to Manager: Today at 11 o’clock there will be a total eclipse of the sun. This is when the sun disappears behind the moon for 2 minutes. As this is something that cannot be seen every day, time will be allowed for employees to view the eclipse in the parking lot. Staff should meet in the lot at ten to eleven, when I will deliver a short speech introducing the eclipse, and giving some background information. Safety goggles will be made available at a small cost. Memo from Manager to Department Head: Today at ten to eleven, all staff should meet in the car park. This will be followed by a total eclipse of the sun, which will appear for 2 minutes. For a moderate cost, they will be made safe with goggles. The CEO will deliver a short speech beforehand to give us all some information. This is not something that can be seen everyday. Memo from the Department Head to Floor Manager: The CEO will today deliver a speech to make the sun disappear for 2 minutes in the form of an eclipse. This is something that cannot be seen everyday so staff will meet in the car park at ten or eleven. This will be safe, if you pay a moderate cost. Memo from Floor Manager to Supervisor: Ten or eleven staff are to go to the car park, where the CEO will eclipse the sun for 2 minutes. This does not happen everyday. It will be safe, and as usual it will cost you. Memo from Supervisor to Staff: Some staff will go to the car park today to see the CEO disappear. It is a pity this doesn’t happen everyday. Communication was filtered or misinterpreted because of the following barriers: Organizational Barriers – In organizations that are too hierarchical, that is, where there are multiple “layers”, messages may have to pass through many levels before they finally reach the receiver. Each level may add to, modify or completely change the message, so much so that it becomes distorted by the time it reaches the intended receiver. In other words, there is likely to be loss of meaning and the message may not reach the receiver in the same way as it was intended by the sender. Another type of organizational barrier is a departmental barrier. This means that each department in an organization functions in isolation and there is no co-ordination or communication between them. This barrier could be overcome by the following methods: a. Encourage Feedback – Organizations should try to improve the communication system by getting feedback from the messages already sent. Feedback can tell the managers whether the message has reached the receiver in the intended way or not. b. Create a Climate of Openness – A climate of trust and openness can go a long way in removing organizational barriers to communication. All subordinates or junior employees should be allowed to air their opinions and differences without fear of being penalized.
Shares in the U. By mid-afternoon in Europe.3 percent at 5.S.355. Markets took heart after official data last week showed private employers in the U. The dollar fell to 84. slows down quickly. steady and below-trend global recovery continues. more than analysts expected. The Dow Jones industrial average jumped 1.S.446. investors worry the global economy would be pushed into a double dip recession.17. Indonesia and Singapore were also higher.42. Taiwan. With Wall Street closed for a holiday. slang and metaphors c) Use of simple vs. ended the week in the positive.684. the stronger-than-expected jobs data on Friday helped calm investors' frayed nerves after weeks of worrying indicators. when an upbeat U.575. The figure bolstered optimism that the U. "As the unexciting.S.c. complex words. added 67.301. it's important not to confuse it with a double dip recession. Evaluate it in terms of: a) Appropriate level of readability b) Use of jargon. Hong Kong's Hang Seng index added 1.3 percent to 1. in your opinion? Attach a copy of the article with your response.S.792.1 percent. Germany's DAX was 0.2 percent to close at 10. The early gains in September mark a stark turnaround from August trade.3 percent at 3.32 and South Korea's Kospi rose 0. Use Multiple Channels of Communication – Organizations should encourage the use of multiple channels of communication.S.31 and France's CAC-40 was up 0.8 percent to 21.447. Australia's S&P/ASX 200 gained 0. "The renewed flight to safety we have witnessed over the past month is overdone and risks an equally large reversal when the worries over a double dip subside. trading was expected to remain light. economy is the world's largest and consumer spending there accounts for a fifth of global economic activity.24 yen from 84. India." analysts from Rabobank said in a report.50. The euro was slightly lower at $1.19. . or 187. Ans: World Markets Rise as Double-Dip Fears Ease: World stock markets advanced modestly Monday as investors rode momentum from Friday.51." Japan's benchmark Nikkei 225 stock index climbed 2. jobs report eased fears that the global economy could slip back into recession.S. 2. will maintain a slow but steady recovery from last year's recession and avoid another economic contraction later this year. With most major governments reining in economic stimulus measures and many pushing through austerity spending cuts to reduce deficits.153. when shares fell on doubts about the global economic recovery. in order to make sure that messages reach the intended receivers without fail. Britain's FTSE 100 index was up 0.77. Markets in mainland China.104. Is it well or poorly written. Because the U. The broader Standard & Poor's 500 Index rose 1.93 on Friday.3 percent higher at 6.2895. Asian indexes closed higher and trading on Wall Street was to remain shut for Labor Day weekend after closing higher on Friday. Select a business article from any business publication.2880 from $1. however.20. the first time that has happened in a month.8 percent at 4.000 jobs in August. particularly as the U.7 percent to 1.27 yen on Friday. as well as formal (official) and informal (unofficial) channels of communication. This means using a combination of both oral and written channels. to 9.
the next step is to start planning the meeting. DAX. Jargon refers to technical terms or specialized vocabulary. and solving problems creatively. The answers to the following questions would help to decide whether a meeting is necessary in the first place – -Can the matter be decided or discussed over the telephone? -Can the matter be expressed in writing. First of all. Ans: Before the Meeting: As pointed out earlier.60 on Friday. where the numbers could be larger. An exception to this is an information sharing meeting. FTSE. meetings need to be planned in advance.” More complex words and phrases are written in the above article and this reduces the level of readability when read by a common man.” An agenda is prepared by the Chairperson of the meeting. Generally. in the form of a memo. List out and briefly explain five “do”s and “don’t’s” for each of participants and Chairperson of a meeting. Shareholders. so that they are successful. In terms of numbers. The second and most important step in planning a meeting is to indicate the purpose or agenda of the meeting to the participants in advance. since the decision would otherwise be incomplete. the type and number of participants should be decided. The above article is well written. In the words of Adler and Elmhorst. or the person who calls the meeting. or an email message? -Are key people available to attend the meeting and are they prepared? -Is the time allotted for the meeting sufficient? If the answers to the first two questions are yes and the answers to the other two questions are no. the size of the group could be anywhere between seven and eleven members. There are different ways of opening a meeting. “A meeting without an agenda is like a ship at sea without a destination or compass: no one aboard knows where it is or where it is headed. it is best to sum up what has been stated in the agenda – including the goals. A problem solving meeting should include representatives from all departments.20 a barrel in electronic trading on the New York Mercantile Exchange. Once the need for a meeting has been determined. It is also a good idea to provide an outline of how the meeting will proceed. Kospi. should also be included. During the Meeting: The task of conducting and moderating the meeting rests with the chairperson. who are the owners of the company. He or she must be well versed with the procedures for opening the meeting. background information and expectations of the participants. The contract fell 42 cents to settle at $74. Before any planning can be done however. We shall discuss each of these procedures in detail. since a good opening will ensure that the rest of the meeting will proceed smoothly. so that a maximum number of people benefit from the information. the reader of the article should have a certain amount of knowledge in the field of stock trading and world financial markets.Benchmark oil for October delivery was down 40 cents at $74. An agenda is essentially a list of topics that will be discussed during a meeting. Some of the technical terms mentioned above are “rode momentum. etc. CAC. . encouraging balanced participation. concluding the meeting and managing time efficiently. Opening the Meeting – The manner in which the meeting is opened is important. there is no purpose in calling a meeting. a basic question to be asked is whether to hold a meeting at all. calm investors' frayed nerves. however. as well as a time budget. a. 3.
The meeting should normally be concluded at the scheduled closing time. . Sometimes meetings may be concluded before the closing time. along with a fresh agenda. d. The chairperson should know when and how to conclude the meeting. the chairperson should set a time budget for the meeting. f. a lot of time is wasted during meetings by going off track and by discussing topics that are irrelevant. it is important to maintain a permanent written record of the proceedings. they may feel suppressed or be afraid to disagree with their superiors. • Nominal Group Technique – In this method. g. which can be referred to at a later stage. Eg – Chris will take the responsibility of contacting the media and sending material for advertisements and press releases by March 13th. depending on the type of meeting. the decisions and the actions to be taken. Managing Time – There is no prescribed length for a meeting. Generally. or when important information such as cost figures are not available. If the senior people speak first. when key decision makers are not present. Encouraging Balanced Participation – It is also the responsibility of the chairperson to encourage silent members to contribute to the meeting and to moderate the dominant members. All participants must be informed that a follow-up meeting is being planned. unless proper follow-up measures are taken to ensure that the goals are fully accomplished. It is the chairperson’s responsibility to make a note of the items that have not been discussed and to schedule the next meeting. This should be done by the chairperson. unless important issues still remain to be discussed and members are willing to extend the meeting. Follow-up may involve the following steps – a. Plan for the Next meeting – Very few meetings is conclusive and cover all the items in the agenda completely. since it will influence the follow-up action taken on decisions made during the meeting. Ensuring “Convergence” – Convergence means hearing the points of view of all the members and then arriving at a decision. It is again the responsibility of the chairperson to bring the meeting to a point where an opinion emerges on each item of the agenda. or the person moderating the discussion to make sure that the discussion remains focused on the topics mentioned in the agenda. identifying the role of each person on each item of the agenda. Keeping the Meeting Focused – Often. Summing Up – This means summing up the different points of view. In any case. h. the meeting participants are encouraged to work and contribute their ideas independently c. problemsolving meetings will take longer than other routine meetings. e. it is the responsibility of the chairperson.b. depending on the agenda and ensure adherence to the time limit. After the Meeting: A meeting that proceeds smoothly will still not be successful. so that they do not “hijack” the meeting. Keeping “Minutes” of the Meeting – Since meetings are called to take important decisions concerning the organization. Such a record is known as “minutes” of the meeting and may be done in an informal or formal manner. Concluding the Meeting – The way a meeting is concluded is as important as the opening. In such situations. or serve as a guide for action. along with a specified deadline. The duration of a meeting will depend on the type and purpose of the meeting. There are several techniques to encourage participation – • Encourage Participation in the Reverse Order of Seniority – This means getting the junior members to speak or air their opinions first.
e-mail messages have to be brief. e-mail messages can even be used as proof in court. e-mail also makes it possible to send messages to people anywhere in the world and to people who are otherwise impossible to reach. Therefore. to ensure that the deadlines are met. The problems associated with email messages could be avoided by the following methods: Watch the content – E-mail messages are not always confidential and one can never be sure who will read them. Since the employer has a right to read the message and is legally responsible for its content. sentences and lack of salutations. * Pay attention to the tone – The very nature of e-mail communication can make the message sound negative. While the other forms of written communication are highly formal in nature. Secondly. style and tone. e-mail lacks the personal quality of face-to-face communication. it is also important that you as the chairperson finish any pending work before the next meeting. Avoid using humor and sarcasm which might be misunderstood. it is also regularly used within an organization. c. it must be carefully worded. --------------------------------------------------------------------------------------------------------------------------------------------- 4. multiple copies are created on your own PC and server and on the recipient’s PC and server. Besides. a permanent record is created. Do your own Groundwork – Apart from monitoring the progress of meeting participants. There is no way of ensuring that the message will not be forwarded to others. using short words. Check Progress on Follow-up Actions – Members of the meeting may have been assigned different responsibilities and deadlines for completion of tasks. The minute an e-mail message is sent. where greater attention has to be paid to the language. It is particularly important to watch the content of official e-mail messages sent using an employer’s equipment. you must pay close attention to the tone of the message and ensure that you sound friendly and courteous. e-mail is more informal and spontaneous. where body language and other non-verbal cues may be used to make the communication more positive. Whether you are . after the meeting is over. explaining its advantages and disadvantages. Therefore. This is because e-mail is instantaneous and allows you to send messages that others can pick up at their convenience. it is always wise to avoid writing anything negative or offensive. Since business executives receive several e-mails a day. * Place important information first – Since business executives do not have time to read lengthy e-mail messages. Therefore.b. It is therefore easier to write an e-mail message than it is to write a business letter or a report. abrupt and rude. it is a good idea to put all the important information that you want to convey in the first three lines of the message. it can also help to improve personal relationships in the workplace. Since e-mail is quick. They will also have an idea of what the message contains. it is important to monitor their progress every now and then. * Include a specific subject line – Your e-mail message should always include a subject line that clearly mentions the topic of the e-mail. in place of telephone and face-to-face contact. Suggest five ways in which to overcome some of the problems associated with email messages. Once a message is sent. Ans: Although e-mail is a tool for external communication. this would help them to decide which messages are most important to them. easy to use and spontaneous. or sending messages when you are angry or annoyed. Brief messages may be interpreted as being rude and unfriendly. Sometimes. Evaluate email as a channel of internal communication. For one thing.
appearance and language used in the e-mail message can influence the readability of the message. “you”. This involves use of the second person pronoun. This should be used with care. who need to be kept informed on a specific issue. sending a long list of e-mail addresses can interfere with the reading of the main message. * Tidy up your mail box – E-mail traffic can lead to your inbox becoming cluttered. or giving instructions. or cut into valuable time spent on other important jobs. e-mail messages should also be checked for spelling and grammar mistakes. use of paragraph captions. Ans: . so as to avoid any embarrassment. by deleting unimportant messages. * Proofread your e-mail message – Just as it is important to proofread business reports. so that it is noticed. The “cc” button is used when sending multiple copies of the same e-mail message to other recipients. Write an unsolicited job application letter addressed to the HR Manager of a company of your choice. Besides. It then becomes difficult to retrieve important messages when you need them. --------------------------------------------------------------------------------------------------------------------------------------------- 5. it is best to mention this right at the outset. * Use the “WIFM” rule – WIFM stands for “What’s In It for me?” and means that the benefits of your message to the reader should be emphasized. making a request. Some techniques for enhancing readability of e-mail messages include short paragraphs ( six lines maximum). It is therefore a good idea to clean up your mailbox regularly. highlighting main points in bold type and use of white space. * Use the “to” and “cc” button carefully – The “to” box should be used only to send messages to people who are responsible for doing something. making sure that the message is sent only to the right persons. It is important to respect privacy. Otherwise it will lead to unnecessary waste of time. as to what they are all about. since not everyone likes having their e-mail address displayed to others. spacing between paragraphs. along with a one page profile about yourself. * Explain attachments in the body of the e-mail – Attachments take time to download and should be sent along with an explanation in the body of the e-mail. with more messages than you can handle. Stressing on the “you” attitude rather than the “me” attitude was discussed in an earlier unit. emphasis and white space – The look. letters and memos. any outdated messages in the topic folders should also be deleted.seeking a clarification. use of bullet points and numbers for lists. * Pay attention to brevity. This will make it easier for the recipient of the message to decide whether they should be opened or not. rather than the first person pronouns “I” or “me”. seeking a position in your area of specialization. It is a good idea to determine a time during the work day when you check and respond to e-mail messages. * Set aside time to check e-mail – E-mail should not become a substitute for face-toface interaction at the workplace. Every now and then. The important messages that you want to refer to later should be put into separate topic folders.
It would be my pleasure to discuss the details with you. 4) Have undergone training in hardware repair and assembly. I expect you will need technically skilled employees to manage and lead the Research and Development group of the company. My skills include: 1) Creating website using . Thank you Esha Sengupta RESUME Esha Sengupta 148. P.Esha Sengupta 148.Madhyamgram Bazar Kolkata .NET technology. 3) Additional technologies include JAVA and HTML.700130 E-mail: esegupta@gmail. I have attached my detailed CV with this cover letter. for your reference.O. 2) Managing the database of the company through MYSQL or RDBMS. Cognizant enjoys the reputation of being one of the most sought after employers in India.com . Perhaps I may call you next week to seek an appointmet for a personal interview.Baikuntha Deb Road.700064 Dear Madam. After the company has revealed its expansion plans in India to cope up with its growing number of projects.700130 E-mail: email@example.com Date: 10/03/2012 Vidisha Chatterjee Cognizant Technology Solutions Salt Lake Sector V Kolkata .Baikuntha Deb Road.Madhyamgram Bazar Kolkata . P.O.
he was willing to return immediately. Subbaya received a call from Reddy at his home. Assume that grapevine facts are as follows – Subbaya’s secretary told a fringe benefit clerk about the dismissal notice. After Reddy’s telephone calls. but would investigate it thoroughly to find out if Mr. The act of taking leave for personal reasons with the hidden purpose of working for another employer was contrary to the labor contract and the penalty for this could be dismissal. Reddy and have a face-to-face meeting with him. Mr. I will extract the real reason for taking 3 months’ leave and would ask him to provide necessary proof if the reasons provided by him are satisfactory. Reddy said that he thought that his action was acceptable under the contract. The rumor was that Reddy needed some extra money and had taken up this job since the wages were nearly twice what he earned in his regular maintenance job. . what action should Subbaya take? Discuss. After investigation to determine that the grapevine probably was correct. not realizing that the information might be confidential.construction project in another part of the state. The same night. Mr. telling him that at the local supermarket. since he did not want to give up his permanent job. Besides this. The clerk. If you were Subbaya. Ans: a) I would not try to suppress grapevine leaks of this type. b) Subbya should hold a face-to-face meeting with his personal secretary and have a strong word with him and advise him to maintain confidentiality when there are matters discussed with him pertaining to company affairs. told someone else. Reddy said that his wife had called him that evening. I would summon Mr. he should use other channels of communication to maintain confidentiality and this will avoid future recurrence of problem like this. the mother of their son’s friend had told her about the pending dismissal order. but if it was not acceptable. The letter of notice was dictated by Subbaya to his secretary on Monday morning. Reddy indeed violated the company’s contract. When Subbaya asked him how he knew about his pending dismissal notice. Questions a. would you try to suppress grapevine leaks of this type? How? b. Subbaya prepared a “Notice of hearing concerning dismissal action” to be mailed to Reddy at his local address. saying that he had heard that the notice was being prepared and that he felt that there was a misunderstanding.
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