Appropriate skill development programmes and sound promotion policy will help employees

to achieve promotions.

Job Security
It includes providing stability to employees about future income and work so that they do not feel
worried on these aspects and work with greater zeal.

Describe "Autocratic style of leadership' [CBSE 2019 (3))

An autocratic leader gves orders and expects his subordinates to obey those orders.
ia There is one-way communication with the subordinates who act according to the
command
given by the manager.
i) Autocratic style is efective in ensuring labour productivity and quick decision
making is facilitated.
Sate any three measures to improve communication effectiveness. [CBSE 2019 (3)
.Measures improve communication effectiveness: (Any three)
to
) The manager should clarify the ideas before
communicating to the subordinates. The entire
problem should be studied in depth, analysed and stated in such a manner that it is clearty
conveyed to the subordinates.
(ii) The manager should adjust his communicationaccording to the needs and understanding level
of the subordinates.
(i) The manager should consult others before developing a plan for communication.
and involvement of subordinates may help to gain ready acceptance and willing
Participation
from them.
co-operation
(iv) The manager should be aware of the languages, tone and content of the message so that it does
not offend the sentiments of the listeners.
() The manager should know the interests and needs of the people with whom the communication
is being done so that he/she can convey things of help and value to listeners.
(vi) The manager should ensure properfeedback by asking questions regarding the message conveyed.
(vii) The manager should communicate for present as wellas futuregoals of the enterprise.
(viii) The manager should do a regular follow up and review of the instructions given to the
subordinates.
(ix) The manager should be a good listener as patient and attentive listening can solve haf of the
problems.

Applying, Analysing, Evaluating and

Creating Based Questions (with answers)
CASE STUDIES
useda word
. Mark Nar a Larin American while closing a business deal with a businessman from Spain,
This made the Spanish businece
which was considered offensive in Spanish when translated.
upset and he backed away.
Name the semantic barrier to effective
communication. (CBSE 2019 ())

Directing 7.59
 Ans Badly expressed message.
2. Shencoy is the manager in the production department of 'Riders Ltd.' which is
products. All products are manutactured under Shenoy's guidance. The various
,known for its electrottronir
actividties in
production departnent are iniciated in accordance to his instructions. He is very clear
and
ISsuing instructions to his subordinates in order to ensure smooth working of the
personaly oversees the methodfollowed by the workers for production of each department. He
specfic in
item. He misses no
oPportunity to praise his subordinates for their good work. All his team members
feel very
and satisfied while working under his guidance. He provides constant guidance to them
improve upon the quality and also encourages them to innovate and be more creative
in
at rhei
PPY happy
ldentify various elements of Directing highlighted above by quoting the lines.
Ans. The various elements of Directing mentioned in the above case are as (6)
follows:
(a) Communication -"He is very clear and specific in
issuing instructions to his subordinatee i . .
to ensure smooth working of the
department.
(b) Supervision- "He personally oversees the method
tem.
followed by the workers for production af.
(c) Motivation "He misses no oDDortunity to praise his subordinates for their good work."
(d) Leadership "He provides constont guidance to them in order to
encourages them to innovate and be more cregtive at their work"
improve upon the quality and nlee
3. Handsen is the CEO of Newcastle Enterprises, one of the world's most
success stories have been well documented. He chooses successtul companies. Hie
can perform their tasks creatively and highly motivated and capable managers whe
work on their own tasks and resolve issues
adequately without his help. He allows the group members to
themselves.
He intervenes, but only when needed to correct an
unfavorable situation. He does not use nowee
unless it is absolutely essential. He even allows mistakes to
He supports them and supplies them the required information to
happen for his people to learn from them
complete the assigned task.
(a) ldentify the leadership style adopted by Handsen.
(b) With the help of a diagram, explain the
other two leadership styles based on the use of authority.

Ans. [CBSE 2019 (5))

(a) Laissez Faire leadership style.
(b) The other two leadership styles based on the use of
authority are:
(i) Autocratic leadership style
A is the leader and B, C and D are the followers.
An autocratic leader gives orders and expects his
subordinates to obey those orders.
There is one-way communication with the subordinates who act according to the
command
given by the manager.
(i) Democratic leadership style
In the above diagram, A is the leader andB, C.D and Eare
subordinates.

.60 Business Studies-12

 Ademocratic leader develops action plans and rnabes decisions in consultation wth his
subordinates. Such a leader recognises that people perforrn best they set their qwn
objectives.
4 M/s Beta Ltd. deals in consurner goods. lt ernploys 00 workers and 10 operative rrarnagers who jve
dance and support to the workers while operating the rmachinery. The
conpanvy has a policy
anting leave as per the requirement of the workers, Workers are generaly granted leave on
ostivas and special occasions. Recently on Puja festival. it received a big order.
Workers are keen to
ke Puja holidays while management is pressing hard for overtirne. This rnatter was placed betore
the personnel manager who called the meeting of operative rnanagers and workers to irforn
thern
about the changes in the incentive plan which states payvnent of double wages for working overtine
and triple wages for working on holidays. Workers without any pressure
voluntarily took limited
holidays and were able to increase their earning by working overtine and on holidays. During Board
of Directors meeting, Personnel Manager was asked to ypdate the managernent for
achieving higner
output, meeting timely supplies without any confrontation with workers. Personnel Manager replied,
" just used a carrot with no sticks approach". By quoting the lines frorn above
paragraph state ony
two elements of directing. (CBSE SQP 2017 (3)
Ans. Supervision. (RTP-7.6)
It employs 10 operative monagers... support to the workers.
Motivation. (RTP-7.6)
payment of double wages for working overtime and triple wages for working on holidoys."
5. Chintamani is the Production Manager of Global India Ltd.' manufacturing and exporting steel. During
the year 201l7-18, the company could not meet its production targets. The Chief Executive Oficer of
the company constituted acommitee of experts to find out the reasons and give its recommendation
so that the production target could be met in the future. The company analysed the production
related records and found out that there were problems due to communication. 'Global India Ltd.
had rigid rules and would insist on communication through prescribed channels, which led to delays,
the company also hada number of managerial levels causingfurther delay and distorted communication.
Moreover, the Production Manager, Chintamani, was using a tone that quite often offended the
sentiments of the workers. Also, Chintarnani and the workers did not believe in each other and so
could not understand each other's messages in the original sense.
(a) ldentify and give the meaning of the types of communication barriers discussed abeve
A Quoting lines from the above, state two communication barriers under each of the types
identifed in part (a) because of which Global India Ltd could not meet its production targets.
lc) State any two recommendations that mignt nave been given by the committee to improOve
communication effectiveness.
(CBSE 2019 (6)
barriers discussed above are:
Ans. (a) Types of communication
N Organisational barrier :rganisational barriers are barriers related to organisational
structure, authority relationships, rules and regulations.
(i) Psychological barrier::Psychological barriers are concerned with the state of mind of
the receiver
both the sender and

Directing 7.61
 (b) Organisatlonal barriers:
() Rigid Rules and regulations may delay communication.
Global Indka Ltd' hod igid Irnles and would lnsist on communication
which led to delays.
through prescribed channe.
() Conplexity in organization structure leads to delayed and distorted
"The conpony olso had o nunber of monagerial levels causing (urther delay and distorted communication
Communie:
() Psychological barriers:
() Loss by transmission and poor retention may act as a barrier to communicatior
The company ako had a number of managerial levels causing further deloy ond d
communication."
(") Distrust between the sender and the receiver acts as a barrier.
'Chintomoni ond the workers did not believe in each other and so could not undercteed
other's messages in the original sense."
(If an examinee has given only the heading, h mark for each
heading should be aworde
Recommendations that might haye been given by the commictee to Improve communicatien
effectiveness:
(0) Be aware of the language, tone and content of the message so that it does
not offend th.
sentiments of listeners.
(ii) Be a good listener so as to understand each
others message in its original sense
(ii) Ensure proper feedback to make
communication more responsive.
(iv) Follow upcommunications to remove hurdles in implementing the instructions.
(v) Consult others before communicating as
ready acceptance and willing cooperation.
participation of subordinates may help to gain
6. 'A.S. Environs Ltd.' is dealing in
environment consultancy. To get the business, the team leader and
his team used to travel to different states to give
presentation to their
company, the team leader used to travel by air whereas his team clients. As per the policy of the
only time
travelled by road/train. lt was not
consuming but also at times forced the female team members to travel
alone. As a result,
the subordinates were not acting in a desired
manner to achieve organizational goals. The CEO of
the company come to know about it. He called the team
leader, discussed the
decided to change the travel policy of the company. lt was decided that in matter
with him and
future all the members
including the leader would travel together and usefully utilize the travelling time in
the presentation to be given to the clients. This discussion about
made a positive impact and every member of the
team started acting in a manner as desired by the team
leader. State the features of the element of
the function of management used by the
CEO. (CBSE 2016 (4)
Ans. The element of the function of
management used by the CEO is Motivation. For features. (Kir
1. Pramod was a supervisor at 'Annapurna Aata'
factory. The factory was producing 200 quintais ora
every day. His job was to make sure that the work goes on
smoothly and there was no interrupto
in production. He was a good leader who would give orders only after
consulting his subor o
7.62 Business Studies-12
 the policies with the acceptance of the group.
iw
a ddesc ibe the leadership style being adopted by Pramod. (CBSE 2015 (3))
Menc
(RTP7.19)
lhtik ludership style.
in an enterprise on daily wage basis. It was dfficule for him to fulfill the
Iee his famiy. His daughter fell ill. He had no money for his daughter's treatment
basic
To meet the
yesets of her treatment, he participated in a cycle race and won the prize money. The cycle
tered hinm a pemanent pensionable job which he happily accepted.
(CBSE 2014 (3)]
l quoting the lines fronm the above para identify the needs of Rahim that are satisfied by the
oter of cycle company.
KAko, explain two other needs of Rahim followed by above that are still to be
satisfied.
Needs of Rahim that are satisfied by offer of cycle company are
Physiological Needs and Safety
Security needs.
The ycle company offered him a pemanent pensionable job.
h The other needs followed by the above stated needs that are still to be satisfied are:
i) SocialV Affiliation/Belongingness Needs. (RTP-7.10)
(i) Esteem Needs. (RTP-7.10)
Three friends, Rajat, Ranman and Ansh, after completing their MBA froma reputed
business school at
Nunbai, were discussing about the type of organisation they would like to join.
Rajat was very clear chat he would like to take up a government job as it
gives stability about the
future income and work which will help himn to work with greater zeal. le will
also provide him
pension when he will retire from his service,
Ranan wanted to work in a company, which has appropriate skill development plans for its
and helps the employees to grow to higher levels in the organisation. In addition to employees
this, the company
should also provide facilities like housing, medical aid, et.
Ansh said that he would prefer to work in an organisation, which has the
culture of individual autonomy,
is considerate to enployees and provides the employees with opportunity for personal growth and
a meaningful work experience.
(a) ldentify the various financial and non-financial incentives discussed by the three friends in the
above conversation.
(b) Explain three other non-financial incentives which were not discussed by any one of
them.
(CBSE 20 19 (6)]
Ans. (a)) Financial and non-financial incentives discussed by the three friends in the above conversation:
() Financial incentives:
Retirement benefits.
Perquisites.
(ii) Non-Financial incencives:

Job security.

Directing 7.63
 " Career advancement opportunity.
Organizational climate.
Status.
(b) Other non-financial incentives which were not discussed
by any one of
them
7.14) (Any three). (RTP.
" Job enrichment.
" Employee recognition.
Employee participation.
" Employee empowerment.
10. At present, apart from the basic pay and
allowances as a part of compensation. the
employers contribute 12% of basic wages each towards
Employees Pension Fund scheme. Aproposal to reduce the Employees Provident Fund
contribution by
employees
scheme
and
and
listed on the agenda for a employers sand
to I0% of basic pay and dearness allowance was
Provident Fund Organisation held. The recent meeting of
feel that it should be continued at 12%. stakeholders expressed their reservations about itEmpl
employees
andoyees
Explain
Theory, which will not be satisfied by the
ony two needs as suggested by
Maslow's Need Hier
incentives discussed above.
Ans The following needs given as per
Maslow's Need Hierarchy Theory will not be [CBSE SQPby2018(3))
incentives -Basic pay and satisfied the
and security needs) discussedallowances (satisfies basic needs) and retirernent benefits
(satisky ef
above :
(a)
Affiliation/Belonging Needs: These needs refer to affection, sense of
acceptance and friendship. belonginane..
(b) Esteem Needs: These include factors such as
attention. self-respect, autonomy, status, recognition and
(c) Sef
Actualisation Needs : It is the
drive to become what one is capable of highest level of need in the hierarchy. It refers to the
l1. Kunal joined as a shop level becoming.
manager the Production departrnent of a textile
2005. Because of his good work,
in
he became the Deputy company in the year
year 2010. He had status and Production Manager
prestige and was well respected by all in the of the company in the
2019, he was promoted as the company. On Ist March,
General
promotion now he had become what he was
as Manager of the company.
Kunal was very happy on his
decided to motivate his capable of
on various assumptions. subordinates, after understanding the becoming.
Need
As a good manager, Kunal
He realised that people's Hierarchy theory which is based
can influence the behaviour is based on their
needs and the manager
behaviour of his employees by satisfying their
(a) One of the needs.
other three assumptions of Need Hierarchy
theory stated in the above
is
assumptions
(b) State the needs of
of this theory. paragraph. State the
Kunal which are being
Ans (a) The following are the satisfied through promotion. (CBSE 2019 (4)
discusse above: assumptions of Maslow's Need Hierarchy theory other than as

7.64
Business Studies-I2
 hierarchical order, starting from basic needs to other hgher levet
needs arein
s
Peqple

motivate a person, only next higher level need can notvata

needs.
Hcan
need nolonger
satisfied
A
the
next hicher level of the hierarchy only when the lower need is
him. moves to
l A person

satisfied. satisfied through promotion are:

are being
Kunalwhich
refer to the need for self respect, autonomy status, recognition and
of
Vods Needs which
Esteem
Jttention.
needs which refer to the drive to become what one is capable of becoming
actualisation
Self needs
include growth, self-f f-fulfillment and achievement of goals.
These
the same organisation but in diferent departrments. One day at
are working in
Mahesh that due to computerisation, many people are going to be
Harish
and informed
y
sh Harish organisation. Name which type of communication is this. ()
fromthe
sOon
hed
iomalcommunication
be contradicted and gave rewards
manager did not wish to
call center. Her team
a
workedin
ush result
zendingon
the
leadership being followed by Ayushi's team manager.
benefit of the style off (CBSE SQP 2018 (|)
one
,zre
Authoritarian leader:
or
sirsof Autocratic getting productivity in many situations.
a This leadership style is efective in leadership.
facilitated by this style of
Ouick decision-making is also to his subordinate Thomas
area of Financial Management, sent an e-mail known to
khan, an
expert in the
the mailwas in English, a language
for a client in France. Though, the mail. He was
Anit a new project
understand the actual meaning of many words used in mail
Tomas he was not able to Management. Not only this, some portions of the
of Financial crept in, causing different
abo not a specialist in the field manner that many mistakes
English in such a
were translated from French to
meaning to the message.
barriers to communication in Lakhan's e-mail.
(2) ldentify two specific identified in
can be taken by Lakhan to overcome the barriers
which (CBSE 2018 (3))
D) State arny two measures future the effectiveness of his communication.
part (a) above to improve in
Lakhan's e-mail were:
IwO specific barriers to communication in
la) Faulty translations. (b) Technical jargon.
easures to overcome communication barriers: levels of
education and understanding
() needs,
Lakhan should communicate according to the
subordinates.
in He communication process
and make it
more

should take a proper feedback to improve

the
responsive. 7.65
 (i) He should regularly folow up comnunication and review
the
(iv) He should be aware of languages, tone and content instructions grven to

I5.
to the receiver.

Kavita recently rjoined as the human resource

of the nessage
director of Arjun Vidyamandir
educational institute. She observed that the school Ihad
to make it
ubordirate
underardable
School..asenior serondary
an
They regularly offered useful suggestions which were experienced
neither appreciated
rnedical tearn
on its
nor
authorities. Instead the school outsourced the task off
and paid them a good compensation for their maintenance rewarded payrO
by t
services. Because of this. the records of thethe hnd
of health
disheartened and stopped giving useful suggestions.
(a) ldentify the communication barrier discussed
above.
sudert,
existing medical twarn
felt
(b) State the category of this
communication barrier.
(c) Explain any other two
communication barriers of the same category.
Ans. (a) The communication
barrier discussed in the above paragraph is lack of
(b) It is a type of personal barrier. (RTP-7.33) proper inrens
(c) Other communication
barriers of the same category are: (RTP-7.33)
() Fear of challenge to
authority.
(iü) Lack of confidence of
superior on his subordinates.
(ii) Unwillingness to communicate.
'Communication originally drafted in
T6

barrier to effective communication andEnglish has been poorly translated in Hindi.' Name rhe
explain ony other two barriers of this type.
Ans. Faulty translations.
(3
Other two barriers under this type are:
(RTP-7.28 & 7.29)
(a) Badly expressed message.
(b) Body language and gesture
17. In an
decoding
organisation all the
queries and problems. It hasemployees take things easy and are free to
resulted in of approach any one for minor
What system do you think the managerloss secrecy and confidential information being leaked out
should adopt to improve
Ans. In the given situation,
informal communication system is communication? (3)
should adopt the system of formal followed in the
organisation. manager
The
will take pace following the chain of communication' to deal with the situation, where communication
cannot approach any one for minor command through prescribed channels only. Therefore,
queries and problens. Formal employees
confidentiality of information because communications communication system will ensure
responsible manager. Formal communication does not are recorded and filed in the office by
18. Arun is working in generate rumours.
multinational company in Gurgaon. He was unning
days. When his blood was tested, he was
found positive for
temperature for the last many
Therefore, he was admitted in the hospital and a blood dengue with very low patelet count
a
transfusion was
message about it to his immediate superior advised
of his colleagues sent a text by the doctors One
turn sent a text message to the employees of the Mr. Narain'. Mr. Narain in
organisation requesting them to donate blood tor
7.66
Business Studies-I2
 came to know:about it, he ordered for furniation in the corçary
General Manager
thesurroundings.
A r uW
n h etn
he

cleanlinessof irforrmral cornnunication

lines that indicate formal and
and,

premses quote
abovepara
the features of informal communication.
anytwo communicatedto the society in the above case.
Sate
two values that
are being
ony [CBSE 2014 (5)
ldentify
)
InfornalCommunication Noroin.
message about t to his immediote superior 'Mr.
(0) collegguessent a tert requesting them
One of his employees of the organisotion
o text mesS0ge to the
Mr Nardin' in turn sent
blood for Arun.'
todongte
b) Formal Communication fumigotion in the combary
he orderedfor
Monoger came to know about it,
When the General
cdeonliness of thesurOudings.
premisesand communication: to exchange
Two features of
informal
social needs of the employees
the
) communication arises out of
la) Informal
views. communication.
their ideas and
official lines of
folow the formal or
(b) It does not
communicated are:
Two values
being
(iüi)
Concern and sympathy for employees.
(a) surroundings.
Cleanliness and hygiene of the
(b) human beings.(any two)
Concern for safety of introduced appropriate skill development
(c) She
Executive Oficer ofa reputed company.
employees of her company. To motivate and
19. Sadaf is the Chief sound promotion policy for the managers to include greater
programmes and a designed the jobs of the
the best talent in the company, she
retain
content. the employees of her company.
variety of work introduced by Sadaf to motivate
two incentives [CBSE 2017 (4)]
Identity and explain the
company are: (RTP-7.15)
the employees of her
Ans. The two incentives used by Sadaf to motivate
advancement opportunity.
() Career
(ü) Job enrichment Ahmad discussed
production manager in organisation. His subordinate
Sameer is working as a to some domestic
20
production which will reduce the cost of production. But due
with him a method of is not in a position to understand the
message.
mind being preoccupied, he 3
problem and Sameer's
by this.
Ahmad got disappointed
above.
a) ldentify the communication barrier discussed
b State the category of this communication barrier.
(c) Explain any other communication barrier of the same category.

Directing
7.67
 Ans (a) Lack of Attentio/Poor listening
(b) PsychologicaVEmotional barier (RIP7.30)
(c) Prenature Evaluation, (RTP7.30)
21. Abehaviour study was done on total 200enployees of an otganisation. Group A
was appreciatedby the manager tor its excollent work and initiative for new ideas (ol \00
were given option ot flexible working bours and were paid wages at a
higher piece rate, O
hand, Group B(of remaining l00 enployees) was criticised for its poor work erntheplogeaheres)
Athese enpkrees
On
increments were stopped and they were paid wages at a lower piece rate
(a) ldentify and state the feature of motivation reflected above,
(b) What leadership style is followed by the manager Justify your answer
pertormnance, Thei
Ans. (a) Motivation can be either positive or negative. (RTP-7.9)
(b) Autocratic leadership style.
The leader's following is based on the assunption that reward or
depending upon the result. punishment both can be gjven
22. Mr. Manav is the marketing manager of a company manufacturing
readymade clothes
morning while leaving home he had a quarrel with a person in his neighbourt .One day, in
person was a criminal who could abuse his family members. Mr. Manav, on rhood on some issue. the
and angry too on the behaviour of that that day, was very That
neighbour. On that day, a meeting was held by at
worr
marketing and design experts to ensure that whatever is
and tastes and fashion of the produced is according to market d
customers. But Mr. Manav could not pay attention to the
between them. diet
(a) ldentify and state the type of
the line.
communication barriers highlighted in the above para by quoting
(b) Explain ony two barriers of the same category.
Ans. (a) Psychological barriers. (5)
These are related to the state of mind of
both sender and receiver of
example, a worried person cannot communicate communication. For
properly and an angry receiver cannot
understand the real meaning of message.
'Mr. Manay, on that day was very worried and
angry too on the
Manav could not pay attention to the discussion between them.' behaviour of that neighbour. But Mr.
(b) () Lack of Attention. (RTP-7.3 1)
(ii) Loss by Transmission and Poor
Retention. (RTP-7.3 1)
23. Mr. Kuldeep Rawat is working at the top
level of the management of 'Pure Treatment Ltd.' in Delhi.
He is the team leader of the water
treatment project. The project is acclaimed to be a huge success.
He is proficient in Hindi, English and Punjabi. He
also has working knowledge of Tamil. The company
has received a new project in Chennai. The
company decides to
story. However, due to lack of proficiency in Tamil he is hesitantsend him there to repeat the success
in freely expressing his opinions. He
decides to first write the message in English and then translate it into
able to build a good rapport with the team. Tamil. Despite this, he 5 not

7.68 Business Studies-12

 the communication barrier discussed above.
la) ldentify
Sate the category of this communication barrier.
any other barrier of the same category. (3)
(c) Explain
a) Faultyy translation.
Ans (RTP-7.28)
b) Semantic Barrier.
(RTP-7.28)
(c) Badly Expressed Message.
the Human Resource Consultant in afirm manufacturing cosmetic, which
24. Mrs..Rajlaxmi is working as
bring a problem of high employee turnover. The CEO of the company has invited suggestions
om her for retaining the talented employees and reducing the employee turnover. Mrs. Rajlaxmi
arommends that the good employees be rewarded in a way that it creates a feeling of ownership
mong the employees and at the same time makes them contribute towards the growth of the
organisation.

(a) ldentify the incentive and explain its type, which has been suggested by Mrs. Rajlakshmi to the
CEO of the company.
b) Also explain any two other incentives of the same type. [CBSE SQP 2016 (4)]
Ans (a) Financial incentive (Co-partnership) has been suggested by Mrs. Rajlaxmi to the CEO of the
company. (RTP-7.14)
(b) The other financial incentives are: (RTP-7.13)
(0) Productivity linked wage incentives.
(ii) Bonus.
25. Jaideep recently joined as the Managing Director of Tivori Ltd." an apparel designing company. He
observed that the company had a number of experienced fashion designers on its payroll. They
regularly offered useful suggestions which were neither appreciated nor rewarded by the company.
Instead the company outsourced its services to some renowned fashion designers and paid them a
good compensation for their services. Because of this the employees felt disheartened and stopped
giving useful suggestions.
(a) ldentifty the communication barrier discussed above.
(b) State the category of this communication barrier.
(c) Expain any other communication barrier of the same category. [CBSE 2015 (3))
Ans. (a) Lack of proper incentives.
(b) Personal Barriers. (RTP-7.33)
(c) Fear of challenge to authority. (RTP-7.33)
26. Shenoy has recently passed out from a well known MBA college. A lot of money of his parents has
been spent on paying for his education fee. Now he has applied for a job in a reputed company. His
main concern is a good salary which will help him to satisfy basic necessities of life.
ldentify and explain the needs of Shenoy highlighted in the above case. (3
Ans. Basic physiological needs. (RTP-7.9)
 "SSL Ld 'has the poliky of Hovidig le ontiver in e n o t y te..
to innprove thei needs, the opany hav oe up wih a plan t vi
pertom beyond a set standad ly the end ot tho yoat
to give an incentive (o the Workes over ad above the wgos The
more ettorts The copay has aeKed that aftor the month of Mais lan
wwke have tasted
shil wll be wt WIwkew
the exceptional enmployees in the pofies o he copany TIe
response tronn the enployoos
Oy i givig shaputting
contribution.
(a) ldentity the categoty of ix entives
highlighed n the above caso
(b) ldentity and state the (ypes of theve
icentives highliglhted in tlhe
lines, abNe cane by
Ans. (a) Financial incentives. quotng the
(b) () Productivity linked wage lcentives, (RTPZ3)
"The compuny ... beyond a set standard.
()) Bonus. (RTP-Z.I3)
"It wonts ... over ond obove the wuges.
(ii) Profit sharing, (RTP-7.14)
The company has onnounced .. profit of the
28. Kashish started working in a toy compony.
However whenever he used to manutacturing conpany. He was very devoted towads Ji
him The reason behind this conmunicate with his suborditates theoy wore
problem was that he hinself was unsure nable to underst.
explain to the subordinates. This about the coK eot he ved.
from his senior to fly to London problem
for
was taking place on a daily
a project basis. One day be got an oder
others but there were many neeting There he staited
explaining his cohcet
more concerned to others butaspects which the teanm of London
there many aspects whiclh the wanted to explain to biy
He w,
him, He was more tean of London
resulted in the failureconcerned about
of the meeting speaking than giving them tme to speak their
wanted to exolain to
returned back to his home town he waswhich was very important for
the
nsinds. This
he had given to his sad. In this
hopelessness company, When Kahish
he forgot to review the
home town. Definitelysubordinates abut a very
Kashish is facing problemsimportant programe to be
nstructioN
ldentify and state the three related with counicationoryanised back in his
measures to improve effectiveness.
Ans.
neglected by Kashish by quoting the lines. communication efectiveness which have been
(a) Clarify the ideas
before
"The reason ...to the communication. (RTP-7.35)
(b) Be agood listner. subordinates."
(RTP-7.36)
"He was more
(c) Follow up
concerned ... speaking their minds.
communication. (RTP-7.36)
'He forgot to review ... home town.

7.70
Business Studies I'
 Mayank, who was the branch head of abank, started asugzestion boz syuern wherein the ernghijes
29
drop their suggestions. Sirnilarly, a cornplaint ban was rnade in vhich pecple nsd drep their
nlints without even mentioning their narnes. Ameeting used to tate place every wek on
Saturday tor ensuring proper cornmunication among the ernplajees othat the nld rrake their
ints and suggestions openly. Afew weeks ago Mayank was tranterred to wne dMerent branch. A
Pew manager, who is not dynarmic and capable like Mayank, is urable to ue the yten hich was
desjgned by Mayank like weekly mting wggestion boz, et. This has led to creation df zp in the
communication in the branch between the maager and other enplcyees,
(a) Identity the communication barrier discussed above.
b) State the category of this communication barrier, (3
(a) Organisational facilities.
Ans.
(b) Organisational barrier. (RTP.732)
sh Mohic Gupta is working with "Yellow Security Services Ltd.' He is also reruiting security zuard for
the company. The company provides security services in Delhi and Noida at short notice to various
companies. The guards are recruited on temporary basis. The guards provided by this compar are
known for their honesty and punctuality. Mohit Gupta is well known in his village for providing
employment to unskilled people.
(a) Name the source of recruitment used by Yellow Security Services Ld.'
(b) State any one disadvantage of this source of recruitment.
(c) ldentify the need of 'Security Guards' which is being hufilled byy the company as per Maslow's
need hierarchy.
(d) ldentíty any twO values communicated to the society in the above stated case. (CBSE 2015 (5)l
Ant (a) External source of recruitment/Labour Contractor.
(b) For disadvantages of external source of recruitment (RTP6.15)
(c) Basic Physiological needs.
(d) Values communicated to the society are :
(0 Creating employment opportunities.
(ii) Ethical behaviour.
(ii) Respect for time. (ony two)
31. Gurpreet is the owner of an electronic showroom. He wants an experienced Sales Manager and
Accounts Manager. For this he gives an advertisement. Thirty people apply for the job. He selects the
two best persons out of a number of prospective candidates for a job. Mr. Gurpreet gives sales target
to sales manager and assigns work to accounts manager. The sales manager achieved his sales target
one month in advance. His achievement was displayed on che notice board and acertficate for the
best performance was awarded to him by the owner of the showroom.
(a) Name the source of recruitment which is used by Mr. Gurpreet to fill the above posts by
quoting the line from the question. Also state ony one advantage of using chis source of
recruitment.

Directing 7.71