1) Consulting a few basic reference books on communication, compile some

most convincing models and principles on communication theories as

proposed by scholars.
Ans. Communication is the process that occurs whenever someone observes or
experiences behavior and attributes meaning to that behavior. It doesn’t matter
whether the observed or experienced behavior is intentional or accidental,
conscious or unconscious.
A model is widely used to depict any idea, thought or a concept in a simpler way
through diagrams, pictorial representations etc. Models go a long way in making
the understanding of any concept easy and clear. Through a model one can easily
understand a process and draw conclusions from it. The various communication
model are:
a) Gamble and Gamble‘s Model of Communication:

According to Gamble and Gamble (2002), the message is referred to as the content
of a communication act. That is what you talk about, the words you use, the sounds

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 you make, the way you gesture, and your facial expression during any
communication act. The model displays that communication is a circle and that the
sending and receiving responsibilities are shared by the communicators. A message
or messages can be sent through one or more channels and the interactions occurs
in and is affected by a definite setting. The noise can come into the interaction at
any point and can affect either the sending or receiving abilities of the
communicators. Noise can be triggered by the setting, can be present in the channel
or can arise in the message itself.

b) Shannon and Weaver Model Of Communication :

Shannon Weaver model of communication was created in 1948 when Claude
Elwood Shannon wrote an article “A Mathematical Theory of Communication”.
Concepts in Shannon Weaver Model

i. Sender (Information source) – Sender is the person who makes the message,
chooses the channel and sends the message.
ii. Encoder (Transmitter) –Encoder is the sender who uses machine, which
converts message into signals or binary data. It might also directly refer to
the machine.
iii. Channel –Channel is the medium used to send message.
iv. Decoder (Receiver) – Decoder is the machine used to convert signals or
binary data into message or the receiver who translates the message from
signals.
v. Receiver (Destination) –Receiver is the person who gets the message or the
place where the message must reach. The receiver provides feedback
according to the message.
vi. Noise –Noise is the physical disturbances like environment, people, etc. which
does not let the message get to the receiver as what is sent.

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 c) Strategic Model of Communication:

Some of the principles on communication theories as proposed by Scholars are

given below:

i. Communication is Dynamic:
We communicate as long as we are alive, and thus every interaction we engage
in is part of connected happenings. All our present communication experience
may be thought of as points of arrival from past encounter and as point of
departure for future ones. Communication relies on the nature of human
perception which can change overtime. Examples: Creativity thinking and
acting in unpredictable ways.

ii. Communication Is Unrepeatable and Irreversible:

Whatever we communicate is unique. It has never happened before, and never
again will it happen in just the same way. We can never take back something
we have done so, communication is unrepeatable and irreversible. Example:

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 We can’t improve our writing once it has already been written in the answer
sheet.
iii. Communication Has No Opposite:
Another principle of communication is that it has no opposite. It is not
uncommon to assume that communication is purposeful and that we
communicate only because we want to communicate. We can never voluntarily
stop behaving because behavior has no opposite. No matter how hard we try,
we cannot not communicate, because all behavior is communication and
therefore is a message.

iv. Communication Is Affected by Culture:

Culture is basically, a set of shared values that a group of people holds. Every
culture has rules that its members take for granted for its interaction. When
these are ignored or unknown, we are likely to misinterpret the meaning of
messages received and miscalculate the impact of message sent. Example:
White and Black people hate each other.

v. Communication Is Influenced by Ethics:

Every time we communicate, we decide implicitly or explicitly whether we will
do ethically. Ethics are the moral principles, values and beliefs that the members
of society use to guide behavior. Since, communication has no consequences,
it involves judgments of right and wrong. Example: Most of us expect those
with whom we interact to be honest, play fair, respect our rights, and accept
responsibility for their actions.

vi. Communication Is Competence and Well Qualified Based :

Communication is competence based. When we add to our knowledge and
make a commitment to develop the skills to apply that knowledge across and
array of communication situation or contents, we gain communication
competence.

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vii. Communication Is Being Transformed by Media and Technology:
Media and Technology help in transformation of communication. It continuous
to speed up communication as it brings the world into our living rooms and
bedroom, office and automobiles. Technology give us the ability to interact is
more ways, more quickly and with more people. Smart and digital cameras
make it possible for us to see, interact with and visit with people across the
country and around the world.

2) Show the disparity between myths and realities of communication.

Ans: The communication process isn’t a straight- forward as we think it is.
Often the message we send across to another isn’t integrated as we’d hope it’ll
be. Some of the myth of communication and realities are as follows:
a) Conscious/ Deliberate:
One of the myths of communication is that we communicate only when we
consciously and deliberately choose to communicate. However, fact is, we
sometimes send messages unconsciously and when we do not intend to as well.
This may be in the form of a delayed reply to a business offer, causing the
offerer to assume that you are no longer intended in that offer.
b) Verbal/ through words or much more than that:
The myth is that we communicate primarily with words. Verbal communication
is in fact one of the main ways to communicate. However what we say might
not be what our listener comprehends if our body language tells them otherwise.
Body language, eye contact, posture, tone of voice, all contributes to the
message we want to get across. Our nonverbal communication, especially
where there is contradiction between what is communicated verbally and
nonverbally.

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c) One Way Vs. Two Ways:
One of the myth of the communication is it is considered as one sided process and
it is controlled by communicator but the reality is communication is a two way
process and it always happens, centralized by none.
d) Not just exchange but successfully encoded and decoded:
The message we send is identical to the message received by the listener is untrue,
especially if communicating nonverbally. Because of influences that neither we nor
our listener can control our letter a telegram may not get across. Also, since no two
persons have the experiences, and the meaning of words as it is finally received by
the listener is never exactly the same as the message we originally thought we sent.
e) The last myth is that you can never give someone too much information while it is
a good to be able to obtain as much information as we desire, being bombarded
with it causes confusion, stress and ultimately a less productive workforce. We do
not solve problems simply by providing more and more information.

3) Write short note on ethos, pathos and logos (Aristotelian logic).

Ans: Ethos, Pathos and Logos are the rhetorical appeals defined by Aristotle. They
are also referred to as modes of persuasion.
a. Ethos:
The mode of persuasion “Ethos” deals with the character of the speaker.
According to Aristotle, our perception of a speaker or writer's character
influences how believable or convincing we find what that person has to say.
This projected character is called the speaker or writer's ethos. We are naturally
more likely to be persuaded by a person who, we think, has personal warmth,
consideration of others, a good mind and solid learning. Often we know
something of the character of speakers and writers ahead of time. They come
with a reputation or extrinsic ethos. People whose education, experience, and
previous performances qualify them to speak on a certain issue earn the special

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 extrinsic ethos of the authority. But whether or not we know anything about the
speaker or writer ahead of time, the actual text we hear or read, the way it is
written or spoken and what it says, always conveys and impression of the
author's character. This impression created by the text itself is the intrinsic
ethos.
b. Pathos:
Pathos means persuading by appealing to the reader's emotions. In other words,
pathos refers to the effort to persuade your audience by making an appeal to
their feelings. An appeal to Pathos causes an audience not just to respond
emotionally but to identify with the writer's point of view.
Pathos can be used in a variety of ways (to promote positive and negative
feelings) as it is the Greek word for referring both to "suffering" and
"experience". When you use pathos to persuade your audience, you need to
make them feel an emotion in order to act. Any emotion can cause people to act
like happiness, compassion, nostalgia, anger, etc. even in a "small scale". Pathos
can be promoted by using simple and meaningful language, emotional tone of
voice (oral or written), pauses and metaphors or stories.

c. Logos:
Logos or the appeal to logic refers to the effort to convince your audience by
using logic and reason. Two different types of logic can be used: inductive logic
and deductive logic. You can use inductive logic by giving your readers a bunch
of similar examples and then drawing from them a general proposition. Or, you
can use the deductive enthymeme by giving your readers a few general
propositions and then drawing from them a specific truth. When using logos to
persuade you need to ensure that you have found facts, stories and information
that 'matter' to your audience and that you will present them in a way that makes
sense to them.

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4) Explain:
a. "Horses are born, human beings are formed."
Ans: The event is same in both cases .The status of the new born babies of horse
and human cannot be discriminated. When they are born, there is no difference.
But, difference is when they are grown up. When horse is grown up, the horse
dies being a horse. The horse baby never develops in terms of intelligence. But
a human baby develops in terms of intelligence and dies as a civilized person.

b. "One cannot not communicate."

Ans: The axiom states that one cannot not communicate. What that means is
even when you’re not actively sending a message, even when words are not
coming out of your mouth, coming across the keyboard from your typing, or
being texted, you’re still communicating. For example, let’s say you’re
fostering a relationship with a potential client or a new client and you haven’t
touched base with them in a couple of weeks. That non-communication over
that couple of weeks also sends a message. It’s important to be cognizant of the
fact that one cannot not communicate means that what you’re doing, active
communication or not, you’re still sending a message and that’s important for
you to know.
5) What is your take on people’s growing infatuation towards social media?
How do you communicate yourself through Social media?
Ans: It has been around a decade since social media first entered public
consciousness – now they seem like an indispensable part of daily life for many of
us. The major factors driving the popularity of social media usage are
fundamentally cyber psychological. We can simply do things and experience things
on social media that we cannot do anywhere else. While sitting alone at home, we
can make our most private and personal thoughts instantly and globally public,

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social media has created a much more massive online space where all kinds of
interesting activities are very easy to engage in.

Another concept of why people enjoy social media is that there is something for
everyone. Instagram, if you prefer pictures and videos. Twitter, if you want to
convey short and quick information. Snapchat, if you prefer instantaneous
connection. Facebook, if you want the whole package. It has been found that the
social media offers everything you need. Twitter is preferred by those with a higher
need for cognition. Facebook is preferred for those who need higher sociability,
extraversion, and neuroticism. It’s clear that social media has had and continues to
have a substantial impact on our daily lives and it’s hard to imagine sites like
Facebook ever going away, with more than 1 billion people currently using the
platform. Overall everyone’s life has been affected by the use of social media in a
positive way which is why people’s interest on social media is growing. Some of
the ways of communicating through social media are as follows:

a) Social Networks:
A social network site is a social media site that allows users to connect and share
with people who have similar interests and backgrounds. Example: Facebook,
Google+ LinkedIn.

b) Bookmarking Sites:
These sites allow users to save and organize links to any number of online resources
and websites. A great feature of these services is the ability for the user to “tag”
links, which makes them easier to search, and invariably, share with their followers.
Example: StumbleUpon Kaboodle.
c) Social News:
This is a social news site that allows its users to post news links and other items to
outside articles. Users then vote on said items, and the items with the highest
number of votes are most prominently displayed. Example: Reddit.

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d) Media Sharing:
Media sharing websites allow users to share different types of media, such as
pictures and video. Example: YouTube Instagram, Snapchat
e) Blog Comments and Forums:
An online forum is a site that lets users engage in conversations by posting and
responding to community messages. A blog comment site is the same thing except
a little more focused. The comments are usually centered around the specific
subject of the attached blog. Google has a popular blogging site aptly titled,
Blogger. However, there are a seemingly endless number of blogging sites,
particularly because so many of them are niche-based, unlike the universal appeal
of general social media sites.
Over these social media I mostly communicate through social networking sites like
facebook, google+ to socialize with friends, classmates, or other people. I also
communicate through media sharing apps like youtube, instagram, snapchat where
I share pictures and videos.

6) How does a semantic triangle create meanings? Exemplify.

Ans: At the heart of Richards' theory of meaning is a device called the "semantic
triangle." Each corner of the triangle corresponds to a component that is integrally
involved in the process of meaning.
Ogden and Richards argued that a major problem in human communication is a
speaker's tendency to treat words as if they were things in reality. In other words,
we tend to confuse "symbol" or "word" with the thing or object in reality. This led
Richards, in his explanation of the "proper meaning superstition", to refute the
notion that words possess a single meaning. Rather, the meaning of words are
determined by the past (and current) experiences of speakers who encounter these
words in specific literary contexts. Since speakers interpret words with a
background of unique experiences, each and every speaker is bound to interpret the

10
same word in a unique and different way. Misunderstandings, therefore, result from
speakers having different references for the same symbol. Take, for instance, the
symbol "abortion." This symbol will have different references, and therefore
different meanings for pro-life and pro-choice advocates.

REFERENCE/THOUGHT-- indicates the realm of memory where recollections of

past experiences and contexts occur.

REFERENT/OBJECT-- are the objects that are perceived and that create the
impression stored in the thought area.

SYMBOL/WORD-- is the word that calls up the referent through the mental
processes of the reference.

Here in this model the reference can be barking, referent can be dog and symbol is
the can be image of dog. This model states that there is not a single “correct”
meaning associated with each and every word because each word means something

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different to each person, or more simply, meanings don’t reside in words, they
reside in people. Consider, for example, the word cold. Since there are variations
in word meaning among people, if one were to ask someone what the word cold
means, he or she would likely get a response pertaining to a condition in
temperature. However, consider the advent of slang and, again, ask someone what
the word cold means and one could receive a response pertaining to types of
attitudes expressed toward other people or objects. Now, consider the previous
example spread throughout the languages of the world and one could perceive the
problem of meaning and how there can be no single “correct” meaning for any word.

7) Illustrate and explain the layers of language.

Ans: The layers of language are:
a) Languages:
The method of human communication is language. It may be either spoken or
written, consisting of use of words in a structured and conventional way. It is a
system of communication used to communicate by a particular country or
community.
b) Registers:
Register is formality scale. It refers to the perceived attitude and level of
formality associated with a variety of language. It is one of the most analyzed
areas where the use of language is determined by the situation.
c) Slang:
Slang is a type of language consisting of words and phrases that are very
informal, are more common in speech than in writing. Slangs are code language
which are typically restricted to a particular context or group of people.

12
d) Dialects:
Dialects are sub-variety of language used by people of particular geography or
culture. In other words, a particular form of language which is particular to a
specific region or social group is called dialects.
e) Styles:
It is a way of using the English language either formally or informally.

8) Study some differences between British and American English.

Ans: The most significant differences between British and American English are in
their pronunciations, their vocabularies, and their spelling. There are grammatical
differences, too .Some of the differences are:
a. Pronunciation:
British English and American English sound noticeably different. The most
obvious difference is the way the letter r is pronounced. In British English,
when 'r' comes after a vowel in the same syllable (as in car, hard, or market),
the r is not pronounced. In American English the r is pronounced.
b. Vocabulary:
The most noticeable difference between American and British English is
vocabulary. There are hundreds of everyday words that are different. For
example, Brits call the front of a car the bonnet, while Americans call it
the hood. Americans go on vacation, while Brits go on holidays, or hols.
c. Spelling:
One man is responsible for many of the spelling differences that exist between
American and British English. His name was Noah Webster. Yes, the same
Webster of Webster’s Dictionary. Most words ending in -re in British English
are spelled with -er in American English (centre/center, litre/liter, etc.)Many
British English verbs ending in -ise are spelled with -ize in American English
(realise/realize, organise/organize, etc.).

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d. Grammar:
Grammatical differences include:
 Tense:
In British English, the present perfect tense is used a lot more than in American
English. Present perfect tense is used to describe a past event that has present
consequences, but in American English, the simple past tense is normally used.
For example:
"Robert feels sick, he has eaten too much" - British English
"Robert feels sick, he ate too much" - American English
 Informal Speech:
When the British would say "going to" for example, Americans may say
"gonna" and this informal shortened word is becoming more popular with many
English speakers. For example;
"Are you going to come later?" – British English
"Are you gonna come later?" – American English
e. Verbs:
Some verbs that are regular in British English are irregular in American English.
For example;
"She wet her hair before washing it"- British English
"She wetted her hair before washing it"-American English

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9) Find out the denotative and connotative meanings of the following: Hero, God,
Job, Money, Spouse etc.

Words Denotative Meaning Connotative Meaning

Hero a person noted for courageous life-saver, strong, idol, brave

acts or nobility of character

God Creator, Ruler of the universe power, spiritual ,superior,

religion,

Job group of homogeneous tasks employment, financial benefit,

related by similarity of tasks, workplace
functions,

Money means of exchange and measure status, trade, social prestige

of value

Spouse person in a marriage or marital relationship, love, caring,

relationship sharing,

10) Write a direct inquiry letter to an event management company regarding a

variety cultural show you are planning to organize in order to raise fund for
your student club.

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August 27, 2018

Mr. Rihan Shrestha

Event manager

Zosh Event Organizer

Pokhara,Nepal

Subject: Inquiry for Event Management

Dear Sir,

I am delighted to hear that your organization is very good and highly systematic in
event management. Our club is planning to organize cultural show in order to raise
fund for our club. I would like to know about following queries:

a. Suitable location for the event

b. How can we plan our event economically/

c. Who would be the guest for the event?

d. How can we generate more fund for our club?

I would be grateful to you if you would share these information with us. If you do
not have these information, please recommend other event management company.
I would appreciate your recommendation as reliable source.

Sincerely Yours,

Sanaya Gurung

President

Nepal Student Club

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11) As the principal of XYZ College, write a letter to the head of a renowned bank
persuading him/her to welcome the internees of your college for paid
internship program.

August 24 2018
To
Branch Manager
Himalayan Bank Limited
Newroad, Pokhara
Subject: Paid Internship

Dear Sir/Madam

What extra reputation would be added on the goodwill of your bank if the best
MBA students of our university get the chance to enroll as internee in your bank?
The internee can enhance the productivity of your organization by providing better
customer service
Each year our MBA graduates of Pokhara University enrolled in various type of
organization for the internship. Last year four students interned in Himalayan Bank
of Chipledhunga branch. We received good compliments from the bank that our
students' performance was productive to the goal of organization. Thus this year as
that of previous year, we are writing a request letter to enroll some of our MBA
students in your renowned bank as paid intern. The internship helps to build good
reputation of bank. Similarly the student can learn a lot of things in practical way.
We are looking to hearing from you very soon. If you need any information about
our organization and student please let us know. Again thank you very much.

Sincerely

Durga Prasad Chapagain

MBA Co-Ordinator

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12) Write a back order letter to a customer who sent you an incomplete order
letter asking for some stationery items

2nd September, 2018

Aron Pradhan

Ranipauwa, Pokhara-Nepal

Subject: Back order letter

Dear Mr Pradhan,

We are writing to you today to inform you that the stationery item you ordered
(invoice no 102) is currently backordered, therefore the stationery items shipment
has been delayed. We anticipate that the stationery item will ship to you within two
or three business day, and you will receive and email containing the shipment
tracking number when the item ships.

We apologize for this delay in shipment and thank you for your patience and
understanding. Please contact us if you have any queries regarding the purchase of
items. Finally thank you for your business. We truly appreciate our customers’
support.

Sincerely

Swasti Karki

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13) What is active listening? Mention the possible types of active listening.
Ans: Active listening is a way of listening and responding to another person that
improves mutual understanding. It is an important first step to defuse the situation
and seek solutions to problems.

Active listening involves paying attention, withholding judgment, reflecting,

clarifying, summarizing and sharing. The possible types of active listening are:
a. Discriminative:
The most basic type of listening is discriminative listening. This listening is
directed more towards the source of the sounds, the type of sounds produced,
and differentiating these sounds rather than their meanings. It also enables one
to differentiate between familiar and unfamiliar language.
b. Comprehensive:
It involves attaching meaning to what is being listened to. It may also include
comprehending the non-verbal messages being conveyed by the speaker. This
kind of listening makes use of analysis and evaluation to interpret the message
that was delivered.
c. Evaluative /Critical:
Critical listening judges, evaluates, and/or forms opinions on the message heard.
Critical listening juxtaposes the message with any existing rules, guidelines, or
mores, and then evaluates or assesses positive or negative aspects, understanding
the strengths and weaknesses of the points and arguments presented, in order to
formulate a stand. This listening requires focusing on the content of the message
being delivered.
d. Appreciative:
In appreciative listening, listener pay attention to selective contents. We use
appreciative. listening when we are listening to good music, poetry or maybe
even the stirring words of a great leader.

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 e. Empathetic:

Empathetic listening attempts to understand the perspective or experience of the

speaker by placing oneself in that circumstance, temporarily letting go of one’s
own opinions or feelings toward the matter .Empathetic listening is achieved by
asking series of questions and follow-up queries that bring to light the different
dynamics that pertain to the speaker’s experience

f. Dialogic listening :

The word 'dialogue' stems from the Greek words 'dia', meaning 'through' and
'logos' meaning 'words'. Thus dialogic listening mean learning through
conversation and an engaged interchange of ideas and information in which
we actively seek to learn more about the person and how they think. Dialogic
listening is sometimes known as 'relational listening

14) Write an essay on ‘Action speaks louder than words’.

Ans: "Action speaks louder than words” is an age old proverb with a deep hidden
meaning inside. Most of the people have the habit of boasting about what they are
going to achieve in the future in an exaggerated form. This sounds crazy but it is
indeed true.

People have the habit of making castles in the air and actually feeling and boasting
that they have achieved a great milestone without actually doing so. It is extremely
essential to remember that if your achievements are worth noticing, people will
sooner or later come to know about them merely through the word of mouth.
It is better to take a step ahead and work hard in achieving your dream rather than
feeling proud about it. If for example, you are a good student and you keep saying
that I will come 1st in my class, it will not give you the pride and respect that you
will earn when this fact actually comes true. The day you come 1st in class, it will
be known by one and all sooner or later.

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 What is noticeable about the achievements of the great personalities in the world is
that they always dreamt big but never boasted about achieving something big even
though they were highly capable of achieving more than what they dreamt of. These
eminent personalities were aware of the fact that they can achieve more than they
desire but never boasted about their hidden qualities.
The day you achieve what you dreamt of and what you worked for your action will
certainly speak louder than your words. You will not even have to give an
explanation of your achievements. The world at large will come to know. Take the
example of Abraham Lincoln, Mahatma Gandhi, they achieved phenomenal results
in their works but never boasted about the fact that it was their leadership that
brought a change in the world. Here the saying “action speaks louder than words”
can be aptly applied.
Do not just say that I will change the world, do your part in changing the world and
success will ultimately follow. If you are determined to bring about the change,
your efforts are bound to be recognized. But keep a single fact in mind; do not boast
about anything not only before but also after you have achieved it. You won’t be
able to work harder to achieve your next goal if you do not come out of the pride
of your first achievement.
Ego and pride can kill any achievement and in cases reduce the value of any
achievement to zero. All the people who remain down to Earth have achieved
phenomenal success in the history of mankind. Just follow your dreams and try to
achieve whatever you desire; your actions will definitely speak louder than words.

15) Explain some barriers in effective listening.

Ans: There are many things that get in the way of listening and you should be aware
of these barriers, many of which are bad habits, in order to become a more effective
listener. Barriers and bad habits effective listening can include:

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i. Self- centeredness:
Self-centeredness causes some people to take conversations, rather than listen to
what's being said .For example, if a speaker mentions a problem (perhaps a manager
is trying to deal with conflict between team members), self – centered listeners
eagerly relate their own problems with team conflict. they trivialize the speaker's
concerns by pointing out that their difficulties are twice as great .And they can top
positive experiences as well .no matter what subject is being discussed ,they know
more than the speaker does and they are determined to prove it.

ii. Selective listening:

When you listen selectively you let your mind wander to things such as whether
you brought your dry cleaning ticket to work. You stay tuned out until you hear a
word or phrase that gets your attention once more. The result is that you don't
remember what the speaker actually said instead you remember what you think the
speaker probably said.

iii. Trying to listen to more than one conversation at a time:

This includes having the television or radio on while attempting to listen to
somebody talk; being on the phone to one person and talking to another person in
the same room and also being distracted by some dominant noise in the immediate
environment.

iv. You find the communicator attractive/unattractive:

You pay more attention to how you feel about the communicator and their physical
appearance than to what they are saying. perhaps you simply don't like the speaker-
you may mentally argue with the speaker and be fast to criticize ,either verbally or
in your head.

v. Previous Experiences:

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 We are all influenced by previous experiences in life. We respond to people based
on personal appearances, how initial introductions or welcomes wee received and
previous interpersonal encounters. if we stereotype a person we become less
objective and therefore less likely to listen effectively.

vi. Pre-occupation:
When we have a lot on our minds we can fail to listen to what is being said as we
are too busy concentrating on what we are thinking about. This is particularly true
when we feel stressed or worried about issues.
16) Enumerate some possible types of non-verbal communication and elaborate
any one of them.
Ans: Some of the possible types of non-verbal communication are as follows:
i. Facial Expressions
ii. Gesture and Posture
iii.Vocal Characteristics
iv. Personal Appearance
v. Touching Behaviour
vi. Use of Time and Space:

Touching Behaviour:
Touch is an important way to convey warmth, comfort, and reassurance.
Perhaps because it implies intimacy, touching behavior is governed by
relatively strict customs that establish who can touch whom and how in various
circumstances The accepted norms vary, depending on the gender, age relative
status, and cultural background of the persons involved. In business situations,
touching suggests dominance, so a higher –status person is more likely to touch
a person than the other way around. Touching has become controversial,
however, because it can sometimes be interpreted as sexual harassment.

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17) Talk about pros and cons of stereotyping. How can we do to de-stereotype?
Ans: Some of the pros and cons of stereotyping are:
Pros
i. It is a simple way of organizing and remembering information about other
people
ii. It reduces the amount of cognitive effort we need to make
iii. It enables us to respond quickly and appropriately when we meet new
people
iv. It helps us to interpret ambiguous information about someone else
v. It provides us with a sense of belonging to a group, because of our shared
beliefs about people in other groups.
Cons:
i. It leads us to make assumptions about other people when we know very
little about them
ii. It encourages us to make mistakes when given ambiguous information
iii. It affects what we remember and forget about other people
iv. It leads us to view members of out-groups in a negative way, leading to
prejudice and discrimination
v. It may be very persistent if encouraged in young children.

Even the most enlightened among us resist giving up the stereotypes that make us
feel more secure and in control. But, we can de-stereotype in the following ways:

i. Identify Stereotypes:
One challenge to ridding ourselves of stereotypes is the fact that we are
unaware of what they are. Identifying your stereotypes is easier than you
think. It is a matter of monitoring your thoughts when you hear an ethnic last

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 name, see a skin color, hear an accent, see a disability, learn that a person is
gay, etc.

ii. Look for Consistency:

Do you have the same reaction to members of a given group each time you
encounter them? Ask yourself: "Do I have these reactions before or after I
have a chance to know the individual?" If the answer is before, these are your
stereotypes. Practice labeling these automatic responses as stereotypes and
reminding yourself that they have little validity as accurate indicators of an
individual's character, skills or personality.

iii. Push Stereotypes Aside:

After you have identified your stereotypes, learn to shove them aside long
enough to see individuals for who they are. Stereotyping is a habit. Just as it
is learned through repetition, it can be unlearned through practice. Each time
a thought you have identified as a stereotype appears, push it aside. Do not
judge yourself harshly; after all, it is just a thought and not an action.

Without stereotypes blocking your view, we will be able to see individuals

accurately, not as mere reflections of our preconception. The more we do this,
the more experiences we will have with individuals who do not conform to the
stereotypes and, in turn, the less credibility those stereotypes will have.

18) Write a claim letter to The United Gold Mart Pvt. Ltd about some serious
defects in the design of gold ornaments you bought recently

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Asadh 24, 2075

Mr. Ramesh Tiwari

Sales manager

The United Gold Mart Limited

Bagar, Pokhara -01

Dear Mr. Tiwari,

I received the ordered ornaments yesterday as delivered by you according to the
order dated Asadh 21, 2075. I feel extremely sorry to inform you that there are few
problems.
I found the following problems.
a) Incorrect Design: The design of jewellery you provided is not as per the
order.
b) Size of Jewellery: The size of the jewellery is also not as the size previously
specified before in the order.
Enclosed is the receipt I would like you to provide me with the proper ornaments.
I hope our relationship remain warm as before. You can call me at 9806658622.
Thank you for your cooperation.

Sincerely,

Rina Shrestha

Enclosure: Receipt

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19) Discuss feedbacks as integral part of active listening. What are the possible
types of feedbacks?
Ans: Feedback is a key component of active listening. Feedback is a system where
the reaction or response of the receiver reaches to the sender after he has interpreted
the message. Feedback can be a corrective mechanism for helping an individual
learn how well his or her behavior matches the original intention. Feedback helps
another person to consider changing behavior or altering a message. It is
communication with a person (group) that gives that person information about how
he or she affects others. Feedback helps an individual stay "on target" and thus
better achieve a goal or purpose.
An active listener must be solicited for a response by the sender and must refrain
from imposing uninvited responses. Feedback is most useful when the sender asks
for response by formulating a question that a listener can answer.
The possible types of feedback are:
A. Evaluative Feedback
 Positive Evaluative feedback:
In positive evaluative feedback, receiver positively reacts to the message or
behavior delivered by the sender and reinforces sender to repeat the same action
or behavior.
 Negative Evaluative feedback:
Receiver gives negative feedback when he/she doesn't like the message
delivered by the speaker. Receiver provide negative reinforcement to
discontinue the behavior.
 Formative Evaluative Feedback:
Receiver gives this type of feedback to correct the errors made by sender so
they don't repeat the same errors.

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 B. Non-evaluative Feedback:

Receiver gives non-evaluative feedback when he/she supports the sender. The
receiver encourages the sender to provide the correct message.

20) Write a request refusal letter to a group of students who have requested you
to deliver a special presentation on “The Skills of Effective Public Speaking”
to mark The World Youth Day.

August 28, 2018

To
The President
Nepal Student council
Ranipauwa, Pokhara-11
Nepal
Subject: Refusal letter
Dear Sir,
Thank you for inviting me to deliver presentation on “The Skills of Effective Public
Speaking” on the occasion of The World Youth Day. I wish I could say yes, but
due to some prior commitments on the same date I won't be able to accept your
invitation.
I am sorry to say you that I could not attend this program. But I can suggest you
the name of Professor. Mr. Aron Pradhan, who is one of the best speaker on the
topic of Public Speaking. You can directly contact him by calling on 9807687878.
Thank you for inviting me at your program. Best wishes for your program.

Regards,
Ashwini Palikhe

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21) How do define cross cultural communication competency?
Ans: Culture is the sum of art, religion, language, food culture, and monument
design, education which has been practiced or followed from one generation to the
other generation. In multinational organization or large company various people
come with distinct culture and skills. The main problem of working in diverse teams
is that it is a double –edge sword. While it can increase the number of idea generated
due to the variety of different perspective coming together to solve a single problem,
it can also lead to higher level of conflict than what is found in conventional team.
If team are unable to set aside the differences communicate in an effective way that
generate mutual understanding, bringing together all the best mind of the world
won’t have a positive impact on the teams’ creative problem solving ability.

In the organizational setting cross cultural competency means workers have the
ability to understand, communicate, and efficiently interact with people across
cultures, be it their colleagues, customer, clients, or suppliers.

Cross-cultural communication competency is the ability to reach understanding

with people of different cultures even with mediocre command of foreign languages
on the basis of knowledge, understanding, and respect for universal rules and
standards of conduct that make international communication etiquette. Cross-
cultural communication competency allows an individual to establish relationships
with people of other cultures – to recognize their cultural values, to tolerate the
differences revealed in the manner of communication, styles of behavior, way of
life, customs, traditions, etc.

It is the understanding the cultural difference and respecting the cultural differences.
It is the ability to be non- judgmental (de-stereotyping). It is tolerance for ambiguity.
For example, eating beef is considered taboo among Hinduism and not in
Christianity. If a Hindu tolerates such practice it will be the CCC.

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 Being able to communicate and work with people across cultures is becoming more
important all the time. People are travelling, reaching out, and mixing with different
others like never before. They do it for fun, but they also do it for work. In all cases,
success requires developing a relationship. And doing this means bridging a
cultural divide.

Cross-cultural competence helps you develop the mutual understanding and human
relationships that are necessary for achieving your professional goals.

22) Write a back order letter to a customer who sent you an incomplete order
letter asking for some stationery items

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August 30, 2018

Roshan Karki

Prthvichowk-9 Kaski,

Nepal

Subject: Back order letter

Dear Mr. Karki

We are writing to you today to inform you that the stationery item you ordered
(invoice no 133) is currently backordered, therefore the stationery item ’ s
shipment has been delayed. We anticipate that the stationery item will ship to you
within two or three business day, and you will receive and email containing the
shipment tracking number when the item ships.

We apologize for this delay in shipment and thank you for your patience and
understanding. Please contact us if you have any queries regarding the purchase of
items. Finally thank you for your business. We truly appreciate our customers’
support.

Sincerely

Sarad Gurung

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23) As a sales manager of XYZ Company, write an order acknowledgement
letter to a new customer thanking him for the first order.

August 28, 2018

Mr Anil Karki

Pokhara 17

Subject: Order acknowledgement

Dear Mr.Karki,

Your selection of Asian paints and supplies was shipped today by our delivery truck
and reached to you by Wednesday. As you requested, we are sending you an invoice
for RS 1200 including sales tax.

Because this your first order from us, I welcome you to Asian paints circle of
dealers. Our sales representative, Mr Promod singh, will call you from time to time
to offer whatever assistance he can, he is highly competent technical advisor on
paints and painting.

Here in the home plant we also will do what we can help you profit from Asian
paints product. We will do our best to provide the most efficient service. And we
will continue to develop the best possible paints.

We genuinely appreciate your order. We are determined to serve you well in the
years ahead.

Sincerely

Sunaina Pradhan

Senior Sales Manager

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24) Discuss how technology is affecting language use.

Ans: Our language is ever changing, evolving all the time as words fall out of use
or acquire new meanings. Societal change and education were the most dominant
factors that led to language change in the past but in recent days the technology has
greatest impact on the way we speak. We use shortcut or abbreviate the words in
order to save the time and cost of each words to share on telecommunication
network. The mobile phone network cost each words of massage. Thus we write
how r u, how u doing etc. The name of technological company has become verb.
As a result Whatsapp Twitter, Google, and facebook are used as verb. Thus we
write I google /twitter/ facebook you. And these have become more common in
society. In fast changing technological world the acronym and abbreviation have
become a key to communication, written communication has even been
supplemented with emoticons in place of verbal communication. Even we wrote
just RIP on the demise of person as a homage on the wall/sites of social network.
We wrote just the word "HBD" to wish birthday of person rather writing in full
"Happy Birthday" The social media, widespread use of internet has drastically
changed the pattern of language. Some acronyms and their meaning are as follows:

OMG: Oh My God

4COL: For Crying Out Loud

2moro: Tomorrow

2nite: Tonight

BTW: By the way

GL: Good Luck

GR8: Great

LOL: Laughing Out Loud

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GHM: God help me

We are creating the brand new language on online community using the
technological advantage. Using this shortcut form of language conveys the idea that
we don't have time to homage the sad demise of our beloved. This kind of
abbreviation on sad occasion gives negative meaning about us. Thus we need to be
aware about our words on social media. Another significant impact as a result of
technology and its implications on our language is the sheer amount of
communication that is being diverted over digital mediums rather than in person
(or IRL, for those familiar with the lingo). The abbreviation of words and high
speed nature of text and email is having a very real impact on the number of
personal and meaningful conversations that are being had. Many lament that in the
days prior to social media, friendships were arguably deeper as there wasn't a real
time feed of people's personal lives available. In any case, these changes are here
to stay and language is sure to evolve accordingly with further progressions in
technological innovation and human interaction.

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