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ENROLLMENT NO-1208031910


Q-1 As a speaker you are addressing a group of people. Explain the elements involved
in this communication.
Ans: Key elements of communication are as follows:
1. Sender : sender of the message is the person who contacts other persons with the objective of
passing the message. A message flowing from a superior to a subordinate, is known as
downward communications message flowing from the subordinate to the superior to a
subordinate to the superior is known as upward communication message flowing from a person
to another person working at the same hierarchical level is known as horizontal communication.
2. Message : message is the subject matter of the communication which is intended to be passed
to the receiver from the sender. Message may be in the form of ideas, opinions, feelings, views,
orders, suggestions, etc sometimes, people use message and communications interchangeably
for example, A asks to B have you received any communication from your company on this .
3. Encoding : since the ideas, opinions, feeling, views, orders, suggestions, etc which are the
subject matter of communication are abstract and intangible, the process of converting the
message into meaningful symbols is known as encoding.
4. Channel : message converted into symbols is transmitted by the sender through a channel like
written words in the forms of letter or electronic mail, spoken words through personal contact or
telephone depending on the situation of the parties-sender and receiver .
5. Receiver : receiver is the person to whom message is sent like the sender, the receiver may be a
superior, a subordinate, a peer, or any other person in the organizational a group
communication, the receiver is in the form of a group of persons, for example addressing a group
of employees by a manager in an organization.
6. Decoding : decoding is just the reverse of encoding. In decoding the receiver converts the
communication symbols transmitted by the sender into message. Like encoding, decoding should
also be meaningful so that the receiver understands the message in the sense which is intended
by the sender
7. Feedback : feedback in communication is required to ensure that the receiver has received the
message and understood it in the same sense as the receiver intended. Feedback is a system
that helps in understanding whether the system is working properly. Feedback is treated as an
energizing factor thereby changing the course of action in the communication process.
Q-2 What is the importance of Kinesics and Proxemics in communication? Explain
with examples.
Proxemics in communication means Contact/low contact nonverbal communication
Proxemics can be one criteria for the classification of nonverbal communication: We talk about contact
and low-contact communication. Proximity is communicated, for instance, through the use of space,
distance, touching, and body position. The use of space, the physical distance between people, and the
options for touch are closely related and culture specific. Hall distinguishes four types of informal
distances: public, social-consultative, personal and intimate distance. Personal distance is common in
communication between friends. Social-consultative distance is used in professional and unofficial social
occasions. People from different cultural backgrounds can for example value personal space differently.
In his work on proxemics, Edward T. Hall separated his theory into two overarching categories: personal
space and territory. Personal space describes the immediate space surrounding a person, while territory
refers to the area which a person may "lay claim to" and defend against others. His theory on territoriality
has been applied to animal behaviors as well; defending territory is said to be a means of "propagation of
the species by regulating density".
(a) Personal space
The most portable types of space. A person's personal space is carried with them everywhere they go. It
is the most inviolate form of territory.
Body spacing and posture, according to Hall, are unintentional
reactions to sensory fluctuations or shifts, such as subtle changes in the sound and pitch of a person's
voice. Social distance between people is reliably correlated with physical distance, as are intimate and
personal distance, according to the delineations below. Hall did not mean for these measurements to be
strict guidelines that translate precisely to human behavior, but rather a system for gauging the effect of
distance on communication and how the effect varies between cultures and other environmental factors.
(b) Territory
There are four forms of human territory in proxemic theory. They are:
1.public territory
a place where one may freely enter. This type of territory is rarely in the constant control of just one
person. However, people might come to temporarily own areas of public territory.
2. interactional territory
a place where people congregate informally
3. home territory
a place where people continuously have control over their individual territory
4. body territory
the space immediately surrounding us
These different levels of territory, in addition to factors involving personal space, suggest ways for us to
communicate and produce expectations of appropriate behavior.
Kinesics in communication means Gestures, facial expressions, body language, eye
Certain nonverbal means of communication indicate immediacy, expressiveness, warmth and willingness
to contact. In addition to touching and physical proximity, such signals are, for instance, eye contact,
smiling, and body position.Eye contact is a powerful means of nonverbal communication. Its use is
culturally regulated but in general people are not aware of the rules or their own eye contact behavior.
Eye contact can be a source of interpretations and attributions. Based on eye contact, someone can be
perceived as aggressive, disrespectful, or flirtatious, depending on theculture. This category deals with
how closely the participants are to touching, from being completely outside of body-contact distance to
being in physical contact, which parts of the body are in contact, and body part positioning Kinesics is the
interpretation of body language such as facial expressions and gestures or, more formally, non-verbal
behavior related to movement, either of any part of the body or the body as a whole. Role of kinesics in
Role of kinesics in communication Kinesics is the interpretation of body language such as facial
expressions and gestures or , more formally , non-verbal behavior related to movement , either of any
part of the body or the body as a whole Kinesics It is one of the main powerful way that humans
communicate non-verbally. Spoken language is only 7% to 35% of communication. The majority of our
feelings and intentions are sent through nonverbal communications Kinesic communication is
communicating by body movement and is perhaps the most well-known non-verbal form of
communication, although it is not the only way to talk with others without words.
Body posture
The way that the body is held can communicate many different messages.
An open body that takes up a lot of space can indicate comfort and domination, whilst a closed-in body
that makes itself small can signal inferiority.
Copying of the other person's body shows agreement, trust and liking.
Gesture is communicating through the movement of body and arms.
Ekman and Friesen (1969) identified five types of gesture:
Emblems: Direct replacements for words.
Illustrators: Shaping what is being said.
Affect displays: shows of emotion.
Regulators: for controlling the flow of conversation.
Adaptors: Self-oriented tension relievers and other forms.
Facial signals
When we communicate with others, we look mostly at their face. This is not a coincidence as many
signals are sent with the 90-odd muscles in the face. The way the head tilts also changes the message.
The eyes are particularly important, and when communicating we first seek to make eye contact. We
then break and re-establish contact many times during the discussion.
Eyebrows and forehead also add significant signals, from surprise to fear to anger.
The mouth, when not talking can be pursed, downturned or turned up in a smile.

Q-3 How does internal business communication affect the organization? Discuss the
role of each stakeholder in this.
Ans : The importance of internal communication can be stated as follows:
1. Coordination: To achieve to organizational goals, co-ordination among the activities of various
departments is a must. An organization cant run smoothly without proper co-ordination.
Through internal communication it is possible to co-ordinate the works among departments of an
2. Control: The last and the most important function of management are controlling. Due to effective
internal communication such control is possible.
3. Motivation: Methods of Internal Communication helps to motivate the employees of an
organization. Internal communication provides good relationship among high officials and
subordinates. Thorough effective internal communication employees come in contract with one
another which acts as a motivating factor.
4. Source of information: Competitive information is necessary to survive in the market economy.
Only proper communication can supply such kind of information to the right person at the right time.
5. Develop the managerial efficiency: To run the business effectively and efficiently a manager must
have the proper knowledge regarding the resources of the organization. The internal
communication can provide such knowledge.
6. Job satisfaction: Job satisfaction has a great positive impact on job performance. If there is a
sound internal communication system, the employees will be inspired and job satisfaction will also
be kept.
7. Run the business: To ensure the smooth operation of routine activities of an organization
properinternal communication is essential.
8. Proper supervision: If there is lack of downward and upward internal communication then the
management or the supervisors failed to understand the problems of the employees. As a result
proper supervision cannot be exercised.
9. Low turnover: In presence of proper internal communication labor turnover rate reduces
10. Mutual trust: For the smooth functioning of an organization and for higher productivity there must
be mutual trust between management and employees successful internal communication can
ensure mutual trust.
11. Motivation of employees: To provide proper motivational measures management need to have a
clear view regarding the attitude of the employees. Without continuous internal communication
proper motivation cannot be provided.
12. Facilitate decision making: Participation of the employees in the decision making process not only
increase the quality of decision but also ensure the better implementation of decision.
13. Others: Besides the above importance, the following benefits may be enjoyed from internal
communication: (a) Exchange of necessary ideas, news and views. (b) Development of
communicative skill of employees. (c) Maintenance of link between departments and branches. (d)
Increasing of employee efficiency. (e) Development of employee morale etc.

Stakeholder is a person who has something to gain or lose through the
outcomes of a planning process, program or project.
Internal stakeholders who participate in the co-ordination, funding,
resourcing and publication of the strategy from a local health and well-being partnership, the local
Primary Care Trust and the local
External stakeholders who are engaged in contributing their views and
experiences in addressing the issues that are important to them as patients,
service users, carers and members of the local community.
Communications Project Team
A foundation of successful stakeholder communications is a team consisting of employees
representing different business functions who, as a result, frequently engage with different
stakeholders. Essential responsibilities of the team include the development and implementation
of a communications plan which includes communication objectives, the selected forms of
communication, a detailed work schedule and tasks such as the identification of stakeholders and
the exchange of information with stakeholders.
Communications Project Team Lead
A team lead serves as a point of contact for stakeholders for a particular communications project.
A team lead who understands the company's relationship with the community and who has
established relationships with key stakeholders influences the degree to which the company is
able to build relationships with stakeholders. The team lead's decisions regarding factors
including team member selection, the communications budget and project reports relayed to
upper management also affect the degree to which the communications project objectives are
Communications Staff
The reliance on a corporate communications staff to develop a communication strategy and
support the formulation of a communication plan designed specifically to engage particular
stakeholders enhances the probability that appropriate messages will be conveyed to intended
recipients. Communications professionals also have the skills necessary to pretest messages for
clarity, and evaluate the feedback received. This testing best ensures that key themes are
conveyed consistently across time and from one group of stakeholders to another.
Internal Stakeholders
Staff members are both a part of the stakeholder community and effective emissaries for a
business. Stakeholder relationships are influenced by the participation of well-informed staff
members in planned stakeholder communications activities as well as informal conversations that
occur in social settings.
Q-4 Imagine a new product from food industry. Write a persuasive letter to customers,
persuading them to buy your companys product.
Ans: Sales letters can be extremely powerful; marketing studies show that they outperform other direct
mail formats such as brochures and postcards. But before you get to see how effective sales letters are
for yourself, you have to write one. Heres how to write a sales letter that will wow your readers and
persuade them to buy your product or service. For example:
Really Amazing Resorts
Miami, FL
Contact: 0123-1144-5623
Email id:

Date: November 3,2013

Mr. Srikant Nair,
Annabelle Corp.
Orlando, FL

Dear Mr. Nair,
Here is an Offer too Good to Refuse! Before you roll your eyes thinking, 'Oh God! Not another one!',
and chuck this letter into a bin, just read a few of the lines below.

Imagine the mellow sun and the grainy sand. Imagine the soft rolling of the waves of the sea. Those
beautiful sunsets in the evening. Watching all of this in the lap of luxury, sipping your choicest drink.
Imagine a week's getaway from all the traffic noise that wakes you up, that crazy drive to work, the
yelling and screaming at workplace and at home. Imagine a place where you can sleep when you
want, wake up when you want, do what you want, and live the way YOU like!

Sounds great doesn't it?

Welcome to Really Amazing Resorts. At RA resorts, we promise to deliver the best of the service, the
best food, the BEST of everything just for you.

One of our patrons recently said, "I came here harrowed and troubled. But I go back a different man.
The place and its natural beauty really changed me. I sure will be making the short trip from New
Jersey to here next time my wife says I'm becoming too grumpy!"

On account of our first anniversary, we're giving you a flat 65% discount on rooms and 40% discount
on menu price of foods and beverages! So hurry. Call 0123-1144-5623 to know more.

Thanking You!

Barry Cromwell
Guest Relations Manager
Really Amazing Resorts

Q-5 You are going to face a job interview for the post of Manager-operations. Which
aspects you will keep in mind while facing the interview?Ans:
The real aspects that I will keep in mind while facing the interview would be:

Establish natural, relaxed, personal rapport at the start of the interview.
(Chemistry is the key to success)
Maintain good eye contact and positive body language (smile, lean slightly
forward, look interested).
Find out as much as possible from the interviewer. Establish what he/she is
looking for, then integrate this information into your responses.
Know as much as possible in advance about the position and the organization.
Research the organization in the library, online, or through contacts.
Have a clear idea of the key points you want to make which will convey a potential benefit to the employer
- and then make them.
Anticipate possible negatives and address them early in the interview.
Deal directly with problems and attempt to turn them into possible advantages.
If appropriate, bring examples of your work to demonstrate your
accomplishments and talents related to the job.
Discuss possible problems that might face the organization and suggest ways in
which you might contribute to the solution.
Be prepared to answer tough questions such as why you possible answers to that question might be:
o Desire to have more responsibility
o Limited opportunity
o Changes in management/corporate restructuring/downsizing
Never apologize, speak poorly of former employers, or bring up negative points
that can be used against you.
Watch for nonverbal cues (finger tapping, eyes wandering) to check how you are
viewed. To recoup, change the subject or ask a question.
At the closing, make sure that you ask when a decision will be made so that you
are not stuck sitting at home waiting for the phone to ring.
Immediately after the interview, write a thank you letter to everyone with whom
Enjoy meeting the interviewer(s) and the actual interview
Express enthusiasm and optimism
Be clear and concise - answer factual questions as succinctly as possible
Remain professional at all times
Listen carefully and try to respond to what you have heard
If you dont know an answer, say so. Then indicate you will seek the answer
Be modestly confident, dwell on the positive
Pick up clues and react
Be flexible
Be natural, sincere, and straightforward
Stop yourself from rambling by asking if you have answered the question
Emphasize accomplishments, stress achievements you interviewed.
Smoke - even if the interviewer offers
Chew gum, candy, or a toothpick
Freeze or become tense
Seem overly eager or desperate
Talk too much or too little
Bluff your way through an answer
Attempt to draw out the interview
Try to be funny or cute
Bring up race, religion, or politics
Provide negative information about yourself or anyone else
Be overconfident or overbearing
Be coy or subservient
Be rigid
Be vague
your ability to do the job
Fall into the TMI (too much information) trap.

Q-6 Write short notes on:
a) SQ3R technique of reading
b) Circulars

a) SQ3R technique of reading
Evidence of the success of this method has been obtained from several studies. In one
experiment several sections of a how-to-study class measured their reading ability (reading rate
and comprehension accuracy) on a test that dealt with the history of Canada. They were then
given practice in the use of the SQ3R Method for several days, after which they took another
comparable reading test. Before training in SQ3R, the average reading level for the classes was
at only the 34th percentile, but after training, it was at the 53rd percentile. In another
experiment, two quizzes of equal difficulty were prepared. For the first quiz, the students
studied their own way, but for the second quiz, they were shown how to predict quiz questions
with the SQ3R method. The average number of errors on the first quiz was 15, but on the
second quiz the average was only 6. To the author, one of the most convincing arguments for the
method were the comments of students who tried it and found that it worked, such as:
I predicted 15 of the 20 [quiz] questions he asked.
Boy, oh boy, Ive been getting Ds in chemistry but I got a B yesterday.
It looked as if he had picked the quiz questions from my list.
Steps in the SQ3R Method
The title for this new higher-level study skill is abbreviated to make it easier to remember and to
make reference to it simpler. The acronym SQ3R stands for the steps that the student follows
in using the method: Survey, Question, Read, Recite, Review. A description of each of these
steps is given below:
1. Survey Skim the following: the title of the chapter, the introduction, the table of contents and any
illustrations, charts or graphs and the summary paragraph. Note
any unknown vocabulary and find a definition. Most importantly, skim the section
headings and the first sentences of each paragraph to find the main points that
will be developed. This orientation should not take more than a few minutes (make
a conscious effort to look only at the headings, etc.) but will help you to organize
the ideas as you read them later. For more information on skimming, see the
Kwantlen handout Tips on Getting the Most from your Reading.
2. Question Turn the first heading, or the first sentence of the first paragraph, into a
question. (Think of the game show Jeopardy!) This will arouse your curiosity
and so increase your active involvement and comprehension, and the question will
make important points stand out while explanatory detail is recognized as such.
Turning a heading into a question can be done instantly upon reading the heading,
but it demands a conscious effort on your part to make this a query for which you
must read to find the answer.
3. Read Read to answer that question, i.e., to the end of the first headed section. This is
not a passive plodding along each line, but an active search for the answer.
Underline only key words--never whole paragraphs. Use a dictionary if necessary
to look up unfamiliar vocabulary. The reader should definitely have in mind what
he wants to learn as he reads each section and not just passively read it line by
4. Recite Having read the first section, look away from the book and try briefly to recite in
your own words the answer to your question (aloud, if possible). If you can do this
you know what is in the section; if you cant, skim the section again and repeat the
exercise of reciting. An excellent way to do this reciting from memory is to jot
down cue phrases in outline form on a sheet of paper. Make these notes very
Now repeat steps 2, 3, and 4 on each subsequent headed section. That is, turn
the next heading into a question, read to answer that question, recite the answer
and check your accuracy. Read in this way until the entire chapter is completed,
taking very brief breaks between sections as needed.
5. Review When the chapter or selection has thus been completely read, look over your
notes to get a birds-eye view of the points and their relationship to one another.
Check your memory by reciting the major points under each heading and the subpoints
under each major point. You can do this by covering up the notes and trying
to recall the information. Review daily during the period of time before your

b) Circulars: A circular tends to be mass distributed to a large number of people. Circulars are most
commonly used for advertising and making public statements. These can come in the form of posters,
leaflets or handouts that make people aware of a particular subject. The audience for a circular can be as
widespread as you wish depending on how many people you wish to make contact with. Circulars or fliers
are a highly effective way to communicate with employees or customers. Many companies use circulars
to enforce dress codes and policies or invite employees to meetings or luncheons. Circulars can also be
used as an advertising tool. There are a number of benefits to using circulars, but a circular must include
certain features to be most effective. Additionally, distribution is important for circulars in business
Circulars are an inexpensive and fast way to distribute information. Managers can create a
circular on their computer and print out multiple copies in 30 minutes or less. Circulars are also
highly informative, depending on the level of information needed. For example, a company needs
only a few lines of copy to inform employees about a seminar.
Circulars in business communication must target a specific audience. For example, a circular inviting
company employee to learn database management is geared toward marketing research managers and
computer programmers. A company that distributes circulars for its newspaper is targeting people who do
not have a subscription. Writers who keep their target audience in mind will usually produce more
effective circulars.
The most effective circulars usually have several key features. The most important feature is the heading,
which targets a specific audience. "Need To Lose 10 Pounds This Month?" may be an effective circular
heading for a company selling diet products, targeting people who need to lose weight. The heading
leads readers into the body of the circular, which describes a particular offer, product or service in a
bullet-point format. If people are interested, they will then look at the "contact information" or time and
place of the sale, for example.
Like other advertising pieces, a business circular will usually follow the AIDA (attention, interest, desire,
action) principle, according to advertising expert Dave Dolak at The circular should be
designed to attract attention with a strong heading or images. It must then hold the reader's interest and
ultimately compel her to buy a particular product or service. Companies can enhance a reader's desire for
a product by making the circular believable. Giving the reader a reason to buy immediately will also
increase her desire.
Distribution to Consumers
Business owners can post circulars on grocery store bulletin boards or include them with the daily
newspaper. Some business owners place circulars on people's car windshields. There are also
companies that distribute circulars door-to-door along with other offers. Businesses may include a circular
in a direct mail package. All of these methods can A circular is generally understood as a written
communication addressed to a circle of persons and customers. A circular may cover a notice or
advertisements, etc., reproduced for distribution. The process of sending circulars is referred to as highly effective in reaching the consumer.
Circulars are generally meant to be followed, whereas memos are noted. Circulars are in the nature of
instructions or guidelines and are expected to be followed mandatorily Circular is a written notification
conveying some material information to different interested Parties. Circular conveys information
regarding any product, policy change of address. Opening or shifting of a showroom or branch, change of
representatives etc . Circular is the notification or conveyance of some information to the customers,
employees, departments, public or interested parties.
Importance or advantages of circular letter
Circular letter circulates information relating to a company, its products and services etc. to a large
number of people at a time. It plays an important role in the growth and development of business. Its
importance is briefly discussed below:
1. Easy method of conveying information: Circular letter is the most easy, simple and effective way
to convey any information to a huge number of people.
2. Achieving economy: Circular letter can be used for wide publicity of products. As a result,
organizations can save cost of sending letters to different parties separately and can gain economy.
3. Saving time: Circular letter transmits information to a large number of people at a time. It does not
require reaching each individual separately. Thus, it saves time.
4. Less effort: Circulating information to each individual separately is a time consuming and laborious
job. Circular letter helps to overcome this problem. Through circular letter, we can communicate
with large number of people at a minimum effort.
5. Creating market: Through circular letter, a company can inform the potential customers about its
products and services. In this way, new market can be created.
6. Increasing consumers confidence: Convincing and attractive circular letter can easily touch the
readers heart and thus helps to enhance consumers confidence on the companys products.
7. Creating public consciousness: In circular letter, information like price, quality, utility, place of
availability etc. are mentioned in details that make people more conscious about the product.