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 BEGE-104
English for Business Communication
Disclaimer/Special Note: These are just the sample of the Answers/Solutions to some of the Questions given in the
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Note: Answer all questions

Q. 1 Read the passage carefully and answer the questions given below it.
Paralanguage is the meaning conveyed by how something is said. Oral communication is what is said. This is the
distinguishing feature that makes paralanguage different from oral language and also indicates their inseparability. It
is impossible to have paralanguage without oral communication. It is almost like the relationship between computer
software and hardwares, there is no use of one without the other.
Paralanguage is one of the most powerful complementing media that oral communication possesses over the
written. How a particular message is said is to a great extent its measure of importance. In some ways, we may call
it the ‘highlighter’ of oral messages, since it uses certain physical aspects of language articulation to emphasize the
central focus of the message. The features of paralanguage are: Voice (volume variation, pitch variation, speed of
speaking and pauses), Word stress, Inflections and Non-fluencies. To see what role they play in this nonverbal
medium, let us take up an important paralinguistic feature ‘voice’.
Voice: When the phone rings and we take the call, a voice says ‘Hello’. What are the first few things we learn
about the caller apart from the meaning of the five-letter word ‘Hello’? You will be surprised by how much you can
actually learn from the paralanguage of the message. First, you will be able to make out the gender of the caller;
second, whether it is an identifiable or familiar voice; third, if unfamiliar, from the way the word is spoken, you may be
able to assume the socio-linguistic or educational background of the person. Now, none of these meanings are
actually ‘contained’ in the word ‘Hello’. These are all derived from the paralinguistic voice associate and not the oral
communication itself. It is also true that without the voice it is impossible to communicate orally. This then is the
relationship that exists between the two where paralanguage helps to add further meaning to the oral communication.
Paralanguage is, as the name suggests, ‘like’ language. It does not use words as such. It is basically the vocalization
of words.

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 (a) What is the difference between Paralanguage and Oral communication?
Ans. Paralanguage is the meaning conveyed by how something is said. Oral communication is what is said. This
is the distinguishing feature that makes paralanguage different from oral language and also indicates their inseparability.
(b) “Paralanguage is one of the most powerful complementing media that oral communication possesses
over the written.” Discuss.
Ans. Paralanguage is one of the most powerful complementing media that oral communication possesses over
the written. How a particular message is said is to a great extent its measure of importance. In some ways, we may
call it the ‘highlighter’ of oral messages, since it uses certain physical aspects of language articulation to emphasize
the central focus of the message.
(c) What details can you make out when you hear the word ‘Hello’ on the phone?
Ans. First, you will be able to make out the gender of the caller; second, whether it is an identifiable or familiar
voice; third, if unfamiliar, from the way the word is spoken, you may be able to assume the socio-linguistic or
educational background of the person.
(d) What are the features of voice?
Ans. It is also true that without the voice it is impossible to communicate orally. This then is the relationship that
exists between the two where paralanguage helps to add further meaning to the oral communication.
(e) Make sentences of your own with the following words/phrases from the passage:
(i) distinguishing features
Ans. Distinguishing features: These are number of distinguishing features of this new car.
(ii) inseparability
Ans. Inseparability: Variable performance in service delivery is largely attributable to inseparability and human
factors.
(iii) complementing
Ans. Complementing: They had a good partnership by complementing each other.
(iv) familiar
Ans. Familiar: He is no more familiar with new technology.
(v) derived
Ans. Derived: The following is the general idea derived from these researches.
(f) Give opposites of the following words:
(i) oral (para 1)
Ans. Paralanguage.
(ii) different (para 1)
Ans. Paralanguage.
(iii) powerful (para 2)
Ans. Weak.
(iv) importance (para 2)
Ans. Unimportance.
(v) true (para 3)
Ans. False.
Q. 2 In the following memo the linking words and phrases are missed out. Choose the most appropriate
word or phrase from the ones given.

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 Memo from : General Manager To : Managing Director
Date: 1st April, 2019 Ref. No. GRS/23/19
(i) ..............................................we have agreed in principle to try and cut down on staff, there are
two serious problem in the buying Department.
(ii) ............................................ the clerk in charge of ordering from the stores is also responsible for
the filling of information. (iii) ........................at the end of the month, when most people want
replacement from the stores, and (iv) ...........................require information from the files, he is
unable to help us with the demand. (v)........................he is practically unoccupied during the first
week of every month, when he could be helping someone else, so I suggest we try to reogranise
his job.
(i) (a) in spite of (b) while (c) because
Ans. (a) in spite of.
(ii) (a) firstly (b) at first (c) namely
Ans. (b) at first
(iii) so that (b) consequently (c) because
Ans. (b) consequently.
(iv) (a) also (b) on the other hand (c) therefore
Ans. (c) therefore.
(v) (a) also (b) in contrast (c) otherwise
Ans. (a) also.
Q. 3 The following letter sounds rather direct and demanding, as if written from a superior to an
inferior. Improve the tone of the letter by transforming the verbs in capitals into polite forms:
Dear Mr. Sareen
We SHALL be grateful if you CAN explain the delay in the shipment expected on May 1 st. You MAY
call us on the above number to save time. Otherwise, it WILL be appreciated if you CAN reply asap.
Yourssincerely,
Ashish Khetan
Ans. Dear Mr. Sareen
We WOULD be grateful if you COULD explain the delay in the shipment expected on May 1st. You MIGHT
call us on the above number to save time. Otherwise, it WOULD be appreciated if you COULD reply asap.
Yours sincerely,
Ashish Khetan
Q. 4 Fill the gaps using each of the following items once only:
also as well as further additional besides
Please send the shipment as arranged. We would (a)………..…… be grateful for your help in extending
our product range. Kindly send a/an (b)… ..................set of brochures on your latest series. If possible
(c)………..…… the brochures, we shall require an (d)………..…… copy of the current price list,
(e)………..…… details of the updated specification.
Ans. (a) Further, (b) Additional, (c) Also, (d) Additional, (e) as well as.

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 Q. 5 Write the opening lines of five letters complying with the following requests. One is done for you
as an example.
Example : Please send us information about your cleaning services.
Thank you for your mail enquiring abut our cleaning services.
(i) I should be grateful to receive your current catalogue.
(ii) Could you please send me your price list and prospectus?
(iii) If you could send the parcel soon, I would be most grateful.
(iv) It would be most helpful if you could send the brochure.
(v) We would be interested in receiving the details of your courses.
Ans. (i) Would you like to take a look at our current catalogue?
(ii) Sure, I would be glad to send you a copy of our price list and prospectus.
(iii) I will definitely look into the matter and check up on your parcel as soon as possible.
(iv) Sure, I would be glad to send you the brochure.
(v) Would you like me to send you the details of the concerned courses?
Q. 6 Find out the wrong sentences and correct them.
(i) One of the best known streets in Paris are the Champs Elysees.
Ans. One of the best known street in Paris is the Chaps Elyees.
(ii) Better kinds of paper come from pulp which is made by chipping wood.
Ans. Best kind of paper comes from pulp which is made up by chipping wood.
(iii) A large number of tourists visits India every year.
Ans. A large number of tourists visit India every year.
(iv) The Indus and many other rivers are used for irrigation to help farming.
Ans. This sentence is correct.
(v) All your honesty and hard work are going to help you.
Ans. All your honesty and hard work is going to help you.
Q. 7 Write a dialogue on any one of the following.
(i) You’re waiting on a platform at the station for your train. An old lady who is also waiting says, ‘It’s
a nice day, isn’t it?’ How would you continue the conversation?
(ii) Your company has some money to spend on improving its employees’ English. What are the best
ways of spending the money? Discuss with your boss.
Ans. Old Lady: It’s a nice day, isn’t it?
Me: Yes, it is a nice day.
Old Lady: Quite sunny as well.
Me: Where are you going?
Old Lady: I am going to my daughter’s home.
Me: Ok, How many children do you have?
Old Lady: I have two children. A son and a daughter.
Me: So in which town you are going?
Old Lady: I am going to Bhopal
Me: I am also going to Bhopal.

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 Old Lady: That’s good.
Me: Train is coming.
Old Lady: Yes, it is coming.
Me: Give me your luggage. I help you.
Old Lady: thank you dear.
Me: OK grandma nice to meet you.
Q. 8 Write a memo informing the staff of the death of a woman who started in the company in a junior
position and gradually worked her way up to an influential position. She always fought for women’s rights,
both inside and outside the firm. The memo must be in about 100 to 150 words.
Ans. Memo
Dear Staffs Members,
It has been informed with deep condolences that a senior employee of our firm Veena Sharma has passed away
this morning. She has been working here for nearly forty years. She has been an influence for many. She started as
a junior accountant forty years ago in our company and delivered her exceptional hard work for the development.
She was a woman who always stood forward for what is right and women empowerment; be it inside or outside the
office, that doesn’t matter. She made a great contribution to her field, job and her friends.
Let us stand with her family at this hard time. Her funeral ceremony is about to happen by this evening. All of
our staff is kindly requested to join the ceremony.
Q. 9 Write short notes on any four of the following:
(i) Features of a good conversation
Ans. A “good” conversation is a talk between two people that offers multiple view points about something that
interests both people. If only one person is interested in the conversation then it is already lacking and there really is
no point in the conversation. Also, if both of the people having the conversation have the same view, then they are
both adding nothing to the conversation and it will simply go nowhere. You usually have meaningful conversations
with friends, family members, or a close acquaintance. Both people are usually comfortable talking to one another
with little distractions. Usually, you should not just focus on yourself and your point of view but listen to what the
other person has to say and keep an open mind. If you are very opinionated then the conversation will most likely turn
into an argument; especially if you are talking to someone who is quite close to you like a family member. Good
conversation also involves acceptable body language. You should make sure that you are looking at the other person
you are talking to and looking at them with a pleasant face, not a face that looks confused or judgmental. Lastly, you
should try to actively listen to the other person and add on to what they say, not just wait for your turn to talk so you
can get your opinion out there.
(ii) Differences between telephone and face and face conversation
Ans. Telephone interviews are generally conducted by hiring managers in an effort to save time and quickly
eliminate candidates who do not meet the organization’s requirements. The aim of a phone interview is not necessarily
to identify the strongest candidates, but to eliminate the weakest ones. Given that a single open job can attract
hundreds of resumes, it is understandable why employers want to screen candidates as efficiently as possible over
the phone. According to the experts telephone interviews are an integral part of business practices today. Some
companies require only one telephone interview, while others might request two or three, depending on the situation.

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 Advantages
Calms interview anxiety: On the phone, you can often speak with confidence and portray your true self. You
are not face to face with the interviewer, which removes a major source of anxiety. You can also hold the phone
interview in a familiar environment, such as your own home, which increases your comfort level.
Eliminates geographical distance: Are you applying for a job in a remote location? If so, a phone interview can be
a huge benefit. You do not have to spend hours on end on the road just to complete the hiring process. The hiring
manager can get your skills without meeting you in person.
Disadvantages
Trouble building rapport: While it is not out of the bounds of possibility, it can be difficult to build genuine
rapport with an interviewer over the phone. You need to be very skilled and purposeful in your behaviour to establish
connections with hiring managers over the phone. Focus all your attention on the call, avoid multitasking, and project
a positive attitude.
Less time to sell you: Phone interviews are generally much shorter than in-person interviews. You do not have
all the time in the world, but you can still make a sound impression. Learn to sell yourself in 30 seconds and leave the
employer wanting more.
In-Person Interviews
Face-to-face interviews are formal meetings that happen in person between the hiring manager and the candidate.
They are often more in depth than telephone interviews. In-person interviews enable hiring managers to better
evaluate a candidate’s attitude and preferences, as well as assess vital non-verbal cues.
Advantages
Clarifying answers: You want to give the best answers you can to interview questions, but sometimes your first
attempt isn’t as good as you’d like it to be. The good news is that in-person interviews often allow more room for you
to clarify your answers. Because these conversations go deeper than phone interviews, you usually have the chance
to build on your answers and even ask your own clarifying questions, if necessary.
Make a great impression: With phone conversations, there is the risk of being misunderstood or coming
across as underwhelming, since you cannot use body language or facial cues. During an in-person interview, you can
use nonverbal communication to send a powerful message, demonstrate confidence, and really leave a lasting
impression.
Disadvantages
Scheduling the interview: If you are currently employed, scheduling an in-person interview can be complicated.
You might be required to take time off from work to attend a face-to-face interview, but you have to keep things
confidential. After all, you don’t want your current employer to know you are looking for a new job.
Handling the pressure: Only one person will get the job, which means the pressure is on during an in-person
interview. You have to do your best to convince the employer to hire you over other qualified candidates while
remaining calm, cool, and effective. React to the situation and not the stress. Take your time and present the best
version of yourself.
(v) Characteristics of a good report
Ans. Following are the characteristics of the good report:
1. Suitable Title: A suitable title has to be provided to each report according to the nature of contents. It should
also highlight upon its origin and the person for whom it is being prepared.

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 2. Simple: A report should be readable by an ordinary layman and in known language. Such type of simple style
of language is used in the report preparation. As far as possible, scientific or technical language is best left out of
reports, unless it becomes unavoidable. In case the reports are of regular nature, it is preferable to get language more
or less standardized.
3. Promptness: A report should be prepared and submitted within short span of time or time stipulated by the
request letter. Information delayed is information denied. At the same time, accuracy of information should not be
given up at the cost of achieving objective of promptness. The following steps may be taken to collect the information
as early as possible. Accounting records should be kept in such a way that fulfils the requirements of submission of
different reports.
4. Comparability: Sometimes a report is prepared with some comparative information. In this case, standard
information is compared with actual information. If not so, current year information is compared with last year
information. In certain cases, the prospective information is prepared well in advance and the actual information is
compared. The main objective of comparability is to highlight significant variations.
5. Consistency: A report should be prepared for many years from the same type of information and statistical
data. If so, there is a possibility of preparing a report in consistency. It is possible if same accounting principles and
concepts are used for collecting, classifying, tabulating and presenting the information. The usage of report is increased
through consistency.
6. Precise and Accurate: A report should be precise, accurate and specific. It can be just a bad reporting
practice to supply too much information which over whelms the order; as too little which leaves him guessing. If
report is quite long or detailed, then a synopsis should be prepared to cover all significant facts and conclusions.
7. Relevant Information: Relevant accurate data is alone included in the report. If not so, it will involve
unnecessary expenditure and the reports will be a waste.
8. Presented to Required Person or Group or Department: The reports should be specific and presented
only to the person in need. Sometimes, reports are sent to various departments in a routine way, if so, the reports are
prepared in such a way that includes common information.
9. Routine Details: Every report should contain the routine details like the period of time of preparing report,
the period covered in the report, date of presentation of report, the units of information, the name of the person
preparing and presenting it, names of persons to whom it is being submitted, etc.
10. Timeliness: A report should be prepared and presented within the stipulated time. If a report is received
late, there is no meaning of preparing such report and no use for management. If the report is presented in time,
necessary actions may be taken. Obviously financial data are more valuable when the events are fresh in the minds
of users. The element of time elapsing between the events and the report determines to a large extent, the value of
financial reports. Timeliness is generally more important than a high degree of accuracy in the figures.
(vi) Importance of small talk in business
Ans. Small talk is an important workplace skill. It is the first step in establishing relationships with your colleagues.
Most neurotypicals (who make up the majority of the workforce) place a high value on relationships. So much so that
a good relationship with one’s supervisor and liking one’s co-workers are consistently rated as major factors for job
satisfaction. Sharing a few friendly comments with fellow employees you see in the lunch room or in the elevator will
send the message that you consider yourself to be part of the group. Small talk with your work mates is the starting
point for building camaraderie and trust.

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 Small talk is the discussion of general, neutral topics for short periods of time (usually no more than 5 minutes).
Neutral topics are things like the weather, traffic, sports, a national news item, plans for the weekend, etc. Topics to
avoid are those that polarize people (politics, religion, race), make them feel uncomfortable, or personal observations
(weight, clothing, hair style, mannerisms). Negative comments about other employees or the company should also be
avoided. If you do not follow sports teams or popular programs on television, you can still find subjects for small talk.
Many local news stations have Web sites that provide brief summaries of top stories. This is a quick way to stay
informed about what is happening in your community.
The point of small talk is making connections with others. To do this, you must keep a discussion going for at least
two or three turns. If you reply to a question or comment with a one-word answer or by saying “I don’t know,” it
won’t go any further.

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