SOFT SKILL AND INTERPERSONAL COMMUNICATION introduction 5 conflicts & Stress =! Habits 35 Listening & Telephone Communication 43 Technology And Communication 50 communication Skills fe Non-Verbal & Verbal Communication 67 Presentation Skills WAKAUT course structure and sylabus of 8° semester has been changed fom 2022, | SOFT SKILL ANO INTERPERSONAL COMMUNICATION has been introduced as @ | now subject in present cucu Taking spacial care of ts mater we are rows herlanan modal queetiane & anewors sng i ro conten Seen on ag itheriy papers; 9o hal eusents canice my et mete at questions Paterns ‘POPULAR PUBLICATIONS INTRODUCTION 7 INTRODUCTION Very Shot Answer Type Questions i ' I 1. The way people shake hands gives an insight into [Moot QUESTION A a) their atitude lated oF sparsely populated placy re from # highly popul 1b) whether they at sminate or treat the other party se } whether they are trying to dominate oF t qual to = Biotec. i [MODEL gi : Erato woe oer GPA 8UEog | Sere mer met Neher meet - IMODEL Ques : tthe on oy ea or ae OE 2UERTOG c) Need for affluence d) Need for affinity 4. SWOT is an analysis of one's a) Strengths, Wisciom, Opportuniti 'b) Smartness, Wit, Opportunities: ©) Strengths, Wisdom, Oddities and 4) Strengths, Weaknesses, Opportunitic Answer: (d) [MODEL QUESTION, ind Threats § Which one ofthe following is one of the most important skills of a negotiator? [MODEL QUESTION, 2) Speaking —_—_b) Listenin Wri Debating Answer: (d) . Sie 7 6 Tne WF in SWOT analysis stands for [MODEL QUESTION kr _ b) weakness ) warmth, ¢) willingness 7. What do we call it whon we jud; }¢ Someone on the basis of our perception? [MODEL QUESTION Answer tytne Catering) Halo ettect 4) Prototypingjon consists of; SOMMUNICATION s.Peettrmaton atte lamentary 9 a eran reduction of mpuleee nthe ee (MODEL QUESTION} nervous system a etc nacre 3 pecans mbt Sete nats tom mia answer (€) sg vich ofthe following NlBs I raising the in Jividual perceptions of low level low level of er estcers? s ay situation ‘empowerm ) powerment2)job serchment Mee o ee ia the process by * which ingiidua {8 ina a meaningful and coherent pctre ofthe anivonmont in which fy “ cas el re ‘s) Conception 6) Perception h Cogrin eee coomentaaee Fs ce nial ee Cr gol 4) Perception of opportunities 4) Desi ization hana i) igning organization structure yee edn ODE UTI “Answer: (a), Short Answer ‘what is interdependence in an organization and how can itbe brought spear [MODEL QUESTION] Answer: reevendence is a dynamic of beng mutaly responsi toandsarnga cone set of principles with others. This concept differs distinctly fom “dependence” in that an arse eent relationship implies tat all participants ae enouonsty, ‘economically, todlor morally “interdependent.” Some people advocate freston independence a & ser oc itimuve good; thers do the same with devotion 10 ont family, community, 0 foci Interdependence recognizes the trth in each postozt and weaves them together. ‘Two people in a good relationship are sa rependent. [t can also be defined id to be inter the imterconnectedness and the reliance on one ‘another socially, economically, ‘environmentally and politically. a Marx first Sea bs parr ene in the Communist Manifesto (sas) in Aesribing the universal interdependence of ations in comparison tothe old local and Seating the iver melon Wil Dual peer Imerdependence on April 8, ea have een wre i 0 Yrs OS:SOFTSIGLL AN NTEREERSONAL. COMMUNICATION jit, And by understanding the wea peo ape aheats that would otherwise catch yo iia ind yOu competitor Pare i Petits using the a yumaAres. More than is, Your business, you can manage and wel youre hat helps you distingu OT. fram 9 looking rota bls You dsneih jounet gg ene 2M 5 ylaking at spe soccesflly it YOu marke fom. your competitors, so on a ample SWOT reall consultancy busine sur snes mig A ieht draw up Sect phe following SWOT Analysis rene slew respond Very Qicly 8 We have red 61 red ape, and no need for higher eae cansllant as song eptaton nthe mar re an change direction quickly we ind that our mast We fave low ovetheads s0 we canoer good vale oaomens = Weaknesses Weiser company bas litle market presence or reputation J We have a small staff, with a shallow skill base in many ae: + Weare vulnerable to vital staff being sick, and leaving. oe Gur cash flow will be unreliable in the early stages. tunities: ‘Our business sector is expanding, wit smment Wants to encourage local businesses. t new technologies 5 th many future opportunities for success. + Local gover {Our competitors may be slow to adopt Threats: Pertevelopments in technology may change this market beyond ou a8 8 adapt J Acsmall change in the focus ofa large competitor might wips out ‘any market positon wwe achieve. ‘As a result of their SWOT Anal decide to specialize in rapid lysis, the consultancy may teporse, good value services to local businesses and leat government. Marketing would | te in selected local publications to get the greatest possible market presence for 2 St advertising budget, and the consultancy Should keep up-to-date with ‘changes. in technology where possible. 5. What s self development? How does It helP in improving | cor QUESTION Answer: Personal jvities that improve awareness development covers activit a a ‘employability, ‘enhances quality oF talents and potential, build human ssc-5_ ‘se wsualypreverINE 88 th fogs yO geviations rom Wana, ge an evs a 1 Feanee Pins nat ge paving (LRP) o longs a opaaion td ete sent anizaion and formulates Speci pan fr ating se ee 8 specifi plans for attaining these age planing S18 04s, develops a tong operational programmes Ops strategies and wanslaes strategies ino aeons Fe sual related 10s a to such goats that are likely to be met fve or more years | , Tmnerange planing 1s the responsibilty of Ue er a ¥y of the board of directors, top level Part Stunding Plans intended for repeated use. These plans are ongoing plans that ae SP %sunding plans are it tyed 10 provide aul ganization. ‘+ Sanding plans ine and standard methods 4 Reunding plan provides a ready guide to action. + Ganding plans are formulated for guiding manager recurring problems. dance for necessary tasks performed repeatedly within the Jude organizational structure, polices, standard procedures, rules al actions and decisions on Speciak-Use Plan situation 4 Aspecial-use plan is specially desi of an organization. «These plans are designed for a specific puree oF thy are not used again. As ares, hese plans ave + Thgetample of special-use pans are pans for an $P5° I eve pions solved cont ay ned plan vo mos the special needs of nce the purpose is over OF met, short life sls of PUFPOSES: Tong Answer {.What are some potentiat consequences of UnPOPULAR PUBLICATIONS Wont ‘numerous sources, including: * cng” oped | communicatic ‘ang ct This can res fom differences in communication ses, barriers, or te lack of appropriate channels for f fective communes Panikcmore, the se OF remote. work hes BeSdgr alae mere Furthermore, the rise of re Pervosalty Case vey inividual brings © wigoe noma imoraine work coroner, cn ako ren pny Confit One team’s goals might impede another's, or misunderstanding Conflict, Recognizing and addressing them promptly can help in maintaining a posi calleraton an alesis vole in * Decreased Job Satisfaction: Conflict and tension make the workplace. Stressful and unpleasant, contributing to decreased job satisfaction Employees who are unhappy at work are less likely to be invested in theit fle orth succes of te eznzaon Oke ee ee ine lsd dni pertrnates et Ps ee ee aos iamage on employee morale, with ‘raining, and onboarding. Moreover, high lumover rates can further damage morale as remaining employees must Continually adapt to new team dynamice or ssc-g eaeSOETSKILL AND; INTERPERSONAL c¢ ct of Unresolved Confliets < umpae lved Ms nly Too have tangible, detrimental sas te ae mployees on re '¥€€5 on an emotional level, but os (0 productivity, This can manth : ‘manifest in several oe ork longer belt ate Soils eats af may spend significant in the mos ef An portions of th effective manner. Empl rir workday deal ee alg withthe conflict or ‘on their primary dutie ming strained relationst hie, instead «Project Delays: In. e 7 Maegan Nt esting, unresolved cones ean hi Disagreements within a team can reall m dele, 2 on completed on time due to a lac Sake of focusing Gelays inevitably impact a companys baton ine, Reseed espa Values > Attitudes > experiences [The pecan pera Chan Ts ese Cane > PacalE 2 Fahl Erion Manner of Communic > Personality we “> Paes of behaviour ‘Overall ‘understanding of perception The stuaton= Chana > Physical Location =e > Social Seung > OrpsisatonSening es inenaerentor en eee Bae it retnenat oho eorect aca So greet aa aoeee Ine ers ead spirit inllience athe mot iia ost sigican pe of ini 2 Ree iy nflrce ehags i peo Sa 2 cues, Th intelligence helps individuals toward adopting a positive outlook and This modification in attitude improves self-motivation and edue the high stress levels commonly induced by the improving spiritual in achieving inner peace. control as well as helping 10, hectic pace of modern life 1) Five components of spiritual intelligence are identified: {a)the capacity for transcendence {b)the ability to enter into heightened spiritual states of consciousness; {c)the ability to invest everyday activities, events ‘and relationships with & sacred (@)the ability to utilize spiritual resource (¢) the capacity to engage in virtuous behavior (t robe humble, to display compassion) of the employee ie 5 i Jue ©) Spiritual intelligence helps in identifying and aligning personal va with a clear Sit ae ‘Employees ‘would be able to “demonstrate & high level inegriy. sense of the 410 solve problems in living: and Pry forgiveness, 10 expres aus ssc-13i ibates towards culvating capabilities that enable pag lligence contribu av ee sor in ths way, it predicts functioning and adaptation solve problems and individual level. 4 Mention the steps to be followed in the planning process. (MODEL Quegy Broce or Sep Involned ty coniuus and neverending avy gg Ras aan it. Planning is referred as a ‘projected course of action’, Planning pres af manager nn eeu (eebectivs) and means o achewe gt Thus, planning process involves the following steps: te Creme cela towards which the activities of an enterprise are di sexiness ie fete panng ry organization. Objesvs seven mark of measuring the performance of the overall effectiveness and efficiency of the onpsniation, 1. Developing the planning premises Enabling planning premiscs is very important to identify the assumptions on Whe the plans will be used. There is need to forecast the future to avoid uncertainty and make the plan a success, Assumptions are the expected future setting on which all planning depends, ‘ Planning premises may be internal and external, The internal premises include the plat capacity, financial strength, philosophy of the organizatior/management, the abilities and skills of the personnel and the sales forecast, the existing policies and programmes of the organization, etc The external premises are derived from the external environment of the business. They relate to political, economic, social and technological forces in which the organization operates. These factors are generally beyond the control of an organization, Planning premises may be controllable and non-controllable. Controllable: Factors like materials, money and machines are controllable, Management hhas maximum control over future commitments in these areas. Semi-controllable: Such premises are those assumptions about future which are undet Partial control ofa business like employer-employee relations and marketing strategy. Non-controllable premises are entirely beyond the scope of the business as for instance Bovernment policy, international trade agreements, natural calamities, ete, HL, Collection and analysis of data Al Decessary information related to the action for which planning is made, have to b collected from different sources ~ reports, returns and stalistics, Ne Some and some factual estimates are to be mixed, ; SSC-14sy eveing ition’ Key fc rere mst MAKE PANS Anelpa consideration whi eigtals As ofall possibl fg aking ol seston of al! posible iitation and make sn Stab sloping alternative courses esnager’plarnet st tty to find all th Temes mot vale semayee” PM le pay 8 of action, and ey efficient Mi 4 anager is 10 cons He Provision or them. vy Boauatng alternatives Bre ae Sever ctv fr any p fens expected esl, Wile =m Pen Ea stereos inter ctors ike cost sk involved ime and aval of ame aaa objectives, ee. ne and svat ore ee verge objectives, et. The plamer may tke iy ads iig acer log ues for evaluating the availabe teratives lp of various quantitative yi Selecting the best course of action Aer evaluating and comparing results of different alte Messe eb emer fon a oer eee er one with sufficient precision, because the cor Seca sitemative may be far reaching, neues eee eae vill, Formulating derivative plans Fate the basic plan more effective, formulation of suppomtive or derivative plans are required 1X Dissemination of the plan Theplan must be made known to al be executed. 11 members of the organization by whom the plan will X. Controlling the plans In this step of process, it is to watch the progress of the plans and to no\e down the | ‘weaknesses and. shortcomings, if any. The ‘shortcomings should be ° and marred measures to be taken s that it does not e-0ecu afin. 4.Write short notes on the following: MODEL QUESTION] 4) Stereotyping & Halo effect ) Perceptual process ¢) Development of managerial perceptual kite 4) Development of personality ‘¢) Personality Trait theory ‘) Reinforcement in case of learningPOPULAR PUBLICATIONS Answer: 2 SSrcesping as an impatant area of social perception, refers to jdging someone gy Seseh rick nae re coc Its inferred that all people within a particular prays re The al fet in social eception, refer to he tendency of judging an nia cml onthe bass ofa single tat ike nelignce sociability or appearance a wich may be favourable or favourable + Example inthe process of selection of employees, may overie al eer characteristics wile appraising the candidate's performaneg candidate's physical a Bethe ier povcn tocton n'a of oe cee processes which relate to one another The steps consisting of several sub-process are: ulus o situation > Registration + Interpretation > Feedback, and > Reaction * The first step involved in the perceptual process is the presence of stimulus or situation that confronts the human being. This confrontation may either be with the immediate sensual stimulation or the total physical and socio-cultual environment * The second step involved in the perceptual process is the internal cogaitie Process of registration phenomenon which occurs because of the presence of stimulus. Here at this step, the physiological mechanisms, both sensory and neural ae affected and as a result, the physiological ability to hear and see will affect the process of perception, Perception is another subprocess ‘o clarify the response whether itis in the Sensory impressions. from muse SSC16For an organiz: importance in un manager is to acq\ mor mexevaluaion seen sep involved inthe proces of Trfsequences ofthe behaviour mak th ake up he cane etd th te subpoena a ae 1 ation, interpretation and feedback ar itera eo pecker sor” ee pservabie, but the behaviour and eo ‘euerral cognitive proctsce whic ~— oe monensin eae ion vee sims Station eral Eneonment spe ere as “The Perceptual Process: AUA Glance Development of managerial perceptual sis oral Manager, understanding of human perception is of MOS Tio ding and controlling the behavior of people at workplace, So & cre certain skills in the perception process. These ae reapers should possess a high level of el-awarenss ize the biases of personal perceptions Managers should minimi enough and should remove ister personal points of others *Managers should be empathetic impressions to understand problems 2 ‘seen by other people. Managers should have the capacity/ablity to influence ‘the perceptions of other atthe workplace for eoninuous #Sm- Thaw of work events ad that for advantage of all ‘concemed. Mangers should avoid common perceptional worplace situations and shoul! 119 minimize impact. Mangers should avoid inappropriate * such happenings. by inviting view ons that take place in the pose distortions w0 avoid adverse ibations and search the eal reasons forPetes, E rine task for every individual. . It is rewarding since no effort inthis direction goes in vain. She bang succes andststcton proportionate tothe atemp. coer eres day to werk towards i since development of persona i sary for sucess in any fed rercies gressive identification with hi © Development of personality implies prog id th higher dimension of peal, ss posor ete only with physical dimension witout exercising hier her ment fcr vent ardent rom animal whose plese ag are restricied to the sensory system. ‘| AA pleasing personality is a combination of a person’s attitude behaviour and ‘expressions, One will never lose his/her atiractiveness regardless of age when the path of one’s Personality flows both one’s face and heart Successful people build pleasing and magnetic personalities which is what makes them charismatic, and this helps in geting friendly cooperation from others. €) Personality Trait theory © Personality traits may be referred to as the enduring characteristics that deseribe an individual's behavior. Traits are psychological entities. * In other words, a trait may be characterized by any distinguishable, relatively enduring way in which one individual differs from another. * Again, traits are common to many individuals and also vary in large degree between individuals. Defining Personality Traits * Defining personality traits is a very difficult proposition, because thousands of adjectives could be used to describe personality traits * One researcher identified sixteen personality factors which are said to be source or primary traits. The sixteen source traits are mentioned as under: 1 Reened 2. Less intelligent 5. Affected felings, 4. Submissive $. Serious© Expediont 7. Timid 9, Trusting - ni gee Yo Prcteal Ys Son | 1. Porthright Vek i \ 1 Fo Tete | Somers Ve Rape | 1acomenative V8 Experimenting | | 15. Uncontrolled Ys Slftependen \ 16.Relaxed Ys Controlled | —__Vs_ Tene ee ) — eee Reinforcement plays @ significant role in Loe oo ‘conditioned by reinforcement. amning because behavioural response is ° pet reer’ acts as stimuli that causes a certain behaviour to be repeated oF ‘haintan or increase the probability of such behaviours as 1 ‘quality performance, tigh evel of attendance and punctuality and so on, ie The presence of reinforcement increases the Tearing, in the sense that when 2 behaviour in reinforced, a person ‘tends to repeat the same respons¢ ‘he was emitting atthe time of reward, Over a period of time, the person may learn t0 associate the organizational response with the reward + Azarealt, reinforcement acts as behaviour mode + Therlefimportance or significance of reinforcene™ the learing process has been specified by Thorndike as follows: OF everal responses made tothe same situations, those which are accompanied, oF closely otlowed by satitnction (renforcemen’) will be more likely to o¢c' ed or closely followed by hose which are accompati discomfort (negative reinforcer 1 through ment/punishment) Will be less likely t0 occur.POPULAR PUBLICATIONS CONFLICTS & STRESS solution? DweUT 2023) 4. What ie the first step in conflict re Answer: Jarifying its source The first step in resolving conflict is clarifying Sake ve, helpful, and motivating. Unlike following is/are used to solve intergroup conflicts indirectly 3. Which of the following is/are used to ergy eH a)Avoidance —_b) Encouragement) Bargaining ) All of these. Answer: (a) 4.Inwhich stage ofthe confit process does confit become visible? mares re {MODEL Quest 2)iluminious —b)Intendons——«) Behaviour a Cognition Answer: (c) 5. What is the first stage of conflict process? [MODEL QUESTION a) felt conflict b) perceive conflict ' ¢) latent conflict 4) manifest conflict | Answer: (c) 6. Which of these factors form the basis of conflicts? [MODEL QUESTION} a) perception —_b) opposition )incompatibility _d) all of these. Answer: (4) 7. Inter-personal conflict takes plat ) within an individual +b) due to conflicts between groups. c) between two or more individuals @) between an organization and the, Amen) nd the prevailing work environment [MODEL QUESTION) §. Intergroup conflicts are caused by rr 9 ion Answer: (4) [MODEL QUESTION] ») One group taking all the credit 4) All of the abovecr a) Bargaining pnw: (2) {MODEL question *)Gencitation 4) Attribution eh of the following are the basi Whine environment fo Baie Jtnoughts answer) sleet Scent ooe. avestom 4) all ofthese nich of the following Is not a potentials, ‘ individual) Organization eee Dm og Teach Moers en i i ese 4) Eustress. by Distress TMODEL QuEsTi , coated FR tins woe te eee acne roy esi ¢} projection 4) behavioural settcontol Answer: (C) ere noon se aes a 2) determinants, answer: (0) conflict resolution? qweut 2023) ict resolution refers tothe process of finding a peaceful solaion 19 and employees alike to know how to ‘Workplace conflict is destructive for 1 increases in absenteeism. In and unpleasant ‘The definition of con! a dispute. Therefore, it is beneficial for management tranage conflict at work through conflict resolution tusiness because it can lead to downturns in produc 2 aoe ee individual level, workplace conflicts stress Benefits of conflict resolutions ‘© Builds strong relationships + Maintains morale + Achieves goals + Reduces stress + Provides insight ‘Improves retentionREECE a SOFT Asp tion requiring special nati INTERPERSONAL ConauncAT mi days notice to the shareholder yn oe kin of peso <2 Special resol the mec on a it ree a penned for ext abe ordinary mater wae we ay oF ch Teton pa te a el Sen aie cle Dat iw the eae embed Hu Removal of a director before the Gn aa the expiry of his term, ‘ i appointment of a director in place o & moved director, ete, sain conict management ata ae strategies and ther useful Ins for an organiestin. IWODEL auEsTioN aa esolution/strategi conflict and line and staff conflict ete 1 confer F strategies for resolving separate inter-personal. conflicvinter soup spe caniict-resolution ~ actions or strategies fr resol discussed as under: ving separate conictstuations are syratere for resolving nta-pertoal conf tei rgaizational Comes, conic tin : imrapesoal eel ser ue oi Se ee cmootr iesint af eats et Rae eed individuals chin of the eaiarepersonal conflict arises fom fruraion which geen fulfillment of the goals and roles, blocked by barriers, omen oa How to resolve! re Goal conflict can be resolved by building or developing compatibility between his personal and organizational goals, + Management should take proper initiative to resolve role conflict by sysiting ations where role conflict may aise. Besides rle cont may be minimis by proper role perception, clarity and responsi srsonal conflict Tnassuse of the difeences in respect 10 bell Strategies for resolving inter-pe o-cultural factors of the ‘© Inter-personal_ conflict arises perception, atitude, value systems, Yemperamenis . beganizational people and also in the form of unos = ‘subordinate relationship and interactions between individuals of the sare level How to resolve? Inier-personal conflicts may be > As the inter-personal individuals, such conflicts ofthe individuals by way of varie resolved by the fOUIOWiNE WATE, nit aes mostly ot of vetnionl me of ee esaved by fecsngon he PAY aspects ns taining programserating nae ts « wolole cation nian waa Coton ty clang dren of view. ferences acomnostin psa erating echrigue is sued Ae ues ot peat ae eae = Ra one party 10 conic ling line one yt cnet pry as us Mantain mutual wing to selene int «compromising ch. toe st fed Ca omisingtctniqe Is used in cng ave up something an. _ Here, there is no clear winner or loser. Same coll both as cherries ra fai 8 con . baby secemnotane eee vn pins « pieroiate between traditional approach and mode 1 approach on conic ae TmoveL auesTion, per jtion betwen tational approach an Di Traditional views ional approach ard moder puoi on coi er a ae Fac teincnint otes o eS five bent to. oup's fncning 8 te | Consequences of conflict Pegarsation hence itis to be avoided i Considered conflict ihe organisation that dist Fc hinders organisational perfo isation. smance|4. Considered organist integral part for stional overallPOPULAR PUBLICATIONS Answer: 1" part: nist several different levels of confi In addition to different views of i ie, By level of conflict, we are referri he number of individuals involved in the conflict. That is, is the conflict within 1n, between two people, between two OF more groups, or between two or mote 3s? Both the causes of @ conflict and the most effective means to resolve fected by level. Four levels can be identified: within an indiv ),_ between (WO panies (interpersonal conflict), betwe (intergroup ¢ and between organizations (interorganizational conflc Intrapersonal Conflict Irapersonal confit arises within a person, Inthe workplace, this is ofien the result of, competing motivations or roles. We often hear about someone who has an approach- avoidance conflict; that is, they are both attracted to and repelled by the same objet Similarly, a person can be attracted 10 two equally appealing alternatives, stch as 10 00d job offers (approach-approach conflict) or repelled by two equally unpleasant altematives, such as the threat of being fired if one fails vo identify a coworker gully of. breaking company rules (avoidance-avoidance conflict). Intrapersonal conflict can arise because of differences in roles. A role conflict occurs when there are competing demands on our time, energy, and other resources. For example, a conflict may arise if you're the head of one team but also & member of another team. We can also have conflict between our roles at work and those oles that we hold in our personal lives.«or focal, unknown but low-price, u li wt ‘ srt Co's expected, YOU May be wy ” resting uerpersonat conti Sra confit isan 0 Ong. indy ne CEOs and thelt ii Mitta pen ¢ a tall. Many comput, omorkers, mpanie 1 na , es utter et and an ; of directors (Whitehouse, 2008)” et J0b8 because they had confines confit with are involv often volved and each person saint, 88 highly copra diferences is important in aw conflicts centered . Strategies for dealing with imerpenongleorine terpersonal conflicts. Hergroup conflict is conflict that takes place a Seasrents,emploVee Unions, O¢ management in'a oman er omptng companies tach other on the quality of parts, \ and Supper epee together can lead to friction between the groups—especially i ee del ung Ue pole to ae aa hard-fought labor issue in an airline merger,” Canadian Air and into years of personal and legal conflict when the two bined following the merger (Stoykewch, 2003). Seniority for pilots, because it helps to determine who Mis the routes, and who is paid the mest. Merging two groups are scarce resources “the most difficult and ‘Air Canada pilots were locked stirlines’ seniority lists were com! isa valuable and scarce resource newest and biggest planes, who receives the best flight In response to the loss of seniority, former Canadian Air pilots picketed at shareholier fein, threatened to call in sick, and had ongoing oniicts with pilots from Ait eri history of past conflicts among organization en employees makes 0¢% deals challenging. Intergroup conflict can Be the most complicated form of conflict tecause of the number of individuals involved. Coalitions can form and result in an sgainst-ther” mentality. Here, t00, is an ‘opportunity for grours 1° re ae eens thinking and problems solving, thus allowing roupthink to develop and tvive ! Interorganizational Conflict Finally, we can see interorgan! “the same industry (for example, ‘Computer standards), between two (for example, a conflict between Sataraajution is most helpful, ae LANG Secs cones pic 1299 f ecm ae pee rn F romotions. tan employment E car postions. seat sou enero, coir ay Conflict resolution so peepee and importa si ja your network pul : vd wether professionals ean help yo mt gers in YOUT Merk can elp jou ange Te Orns ml me you 10 those who need cont write or ae confit act it Yor ro sn pee “fou can also find stor who can teach you more aby paeagues With Open Positions, out the jb, assess your work and refer yo sealer bul your network by contacting other cont : sip groups or joining 2 professional organization. Th epee lie ett resolution can help, you might also consider ae shee eee nae arn your chosen industy to help build an even penile aes and more effective network. a pefine stress. What are the major sou! Eeath work-related stress? rove of sree Hoe dose 8 reed {UESTION] Answer! Part: + Theword the term ‘stress! ‘stress’ is not a new one. Hans Selye, a renowned medical researcher used > first to describe the body's biological response mechanisms. in simple sense, stress may be defined as a state of mind which reflects certain bochemical reactions in the human body which is generated due to confrontation swith an opportunity, constraint and demands. © Thus, the term ‘stress’ may be referred to as the body's physical, ‘mental and serricat reactiona which is exposed by a sense of tein depression and anxiety a caused by certain forces that cannot be met by he resources available to the person concerned. 2 Part: jor sources of stress/factors that cause stress in organization/potential souress ot stress: ee manana tava weceaiiecta tie:POPULAR PUBLICATIONS 4) Organisational factors / stressors There are various factors within the organization thi discussed below at can cause stress. These factory apg Pesrsor crs lina th job blo an oma 2 Fhe are tome Jobe tat Tondo more stress-related response than othe work under time constraints, etc. employees working under such conditions are exposed to high stress i ¢ rules and procedures, downsizing and advances competitive pressures, bureaucratic ru technological adaptations, ete, are creati their jobs. Role Demands ‘+ Role demands relate to pressures placed on an employee while functioning in particular role in the organization ‘+ Role demands include role conflict, role ambiguity, role overload and role under Toad. iv) Organisational Responsibility * Sometimes, responsibility seems to be a burden upon an employee when he is o accomplish a ‘project’ with limited budgets, equipments and time constraints. * This responsibility creates stress, as to much work is to be completed in a given time ‘or when it becomes two difficult to complete the project or tasks because of lack of skills and abilities of the subordinates. v) Interpersonal Demands * Interpersonal demands are pressures created by the colleagues and other employees of the organisation, * Poor interpersonal relationship is one of the ‘major sources of stress, be it within the ‘group or superiors or subordinates, Due to non-cordial interpersonal relationships, employees develop a sense of anxiety which ultimately cause stress to the employees. vi) Organisational Leadership * Leadership style is the pattern of behaviour which ‘ganization leader exhibits or applies to influence and get things done through bic ee a 5sorts «leaders create a culture in ARNE cennanscne 1 Sac teats and ponishnent, foun nization character producing en pre one wion and ance.) ct and ik nisation’s life-cycle an beings, Organi wy and del zea fF We enol. The shen ow peed i eA SORE SEES tend fo be of excitement and 10 be least. ine stages are more cron Facts Tessas MP gation is regarded as a collect yes, Group bears tremendot up in order to achie axientve With proper physical exercise, diet control and non-smoking habits, blood pressure and cholesterol levels become low and as a result the body cookies more resistant 0 pressures. the following ways:jon and Relaxation 3 at hi des iets and thoughts and clearing oat 8 human being, ta volved in the media 2 ation i re TEP ver ant ove aan which lef sh or word oul in developiny h helps to shut out ya nn Desceful slab ping physical an nt other distractions and hich pation can Dep individuals ead a st id mental framework wit acre wi an in i Wetration. lps to reduce tension and eves. Through deep relaxat Provide a me esse, Lehre laxation, one may feel phy ental diversion from work mm body sensations. One may, relax by ase eee revision roprammies Of Sport, or einen, ARE & "toed. book or watching _,eimaton provides a person with a pronounced ed sense of peacefulness. Managing time for managing fife Nae sa unique fesource. It cannot be saved, ic Ta cp ts ah oe i Biter avaiable to person Is also inevesble Time ie ne oe oe ea a er ne as Teo amgeged effectively in te future only by planning today. ae « Socal Support & Srl SPfocil being needs socal support and derives benefis oF Ina stressful empathetic coworkers and colleagues act as confidence situation, close associates, rt to get the person fre from stressful situations puilders and provide suppor 6 Behavioural self-control & One can achieve self-cont of hisher own behaviour. + By managing the self-behaviour 0 constraints. “+ By understanding self-behaviour one c&n 12 advance av my put him/her under stressful situation rol by managing the antecedents and also the consenueness ne can become more aware of hisher limits and cid people or situation that 1 Setting realistic goals and plans i Loar is always wy 10 scriewe 100, CO things in 100 a expectations and limited resources f° achieve such eNpecations cing goals, $0 > Toavoid such stressful situation, one must set stc goals, by T00 sto react the goals with facing ‘any stressfuleee HABITS ‘Very Short Anewer ype g tions. ng on small, incremental al chan 9 nether the statement le true or fain vent is tr ey pri True true or taint” Principle for creating affective (WBUT 2073), “cue” in the habit loop? ne trigger that initiates the habitual beh. ue ‘rom time of day, 0 emotional s wviour, and this could be a wide range ate, to the people around y the final step in the goal-setting process? What is a er: Monitor Progress constantly [weut 2023 Be ra Don's trove estes bre ioeea inca with a) values b) ethics, [MODEL QUESTION] answer: (2) Cd Smiewe Short Answer tions A enat are some examples of good hebite that ean maa = 8 daily life? /BUT 2025 Answer: Yi ; ay ealthy habits you could be, working on 10 make 2G life beter! There are so mal ‘ve curated a list of habits for good est that Opportunities are endle everyone can cand should) implement Wake up early And try waking up at the sa tenefits. Most people are producti chance of accomplishing Your £08 going to bed early too, and that good for ¥ i You strugele with this habit, tty * STeduling fun and pleasant Innes § planner first thing in the ‘morning. These Tittle indulgences ‘will inspire You gin free daly schedule planner fasly and start your day with task trackin ss really. We’ me time every day. Starting your 48) earlier has many ie the first hal of the day. S0 YOU Nae beter ee or pray with 6 Taking some time for yoursel with daily 2 saltare ual where you get rounded rd focus othe {MPO things: minute thing if your schedule is absolutely packed media scrolling or toxic ‘conversations and gossiping: gsc-35POPULAR PUBLICATIONS Drink more water Water pood for our bodies ming fewer shacks and sugary drinks. Grinking plenty of wate eps avoid that. ral. The bonus side effect is that You might snd up We sometimes mistake hunger for this ge ne a reconviendaoel an et ea Been hvmace and are less prone to getting sick with diseases thay taurants suffer from. Start your day with @ healthy most of the time have more ener those who frequent fast food te Start exercising and make a part of your lifestyle There is no need to train of Ironman and exhaust yourself: Rather implementa daily exercise routine in a form of a quick and easy warm-up of 15 to.30 minutes to steisy Your uscles, Even the short daly motion will do wonders for your health. To get i a guy Your online calendar planner to identify the time when you are leas likely to be interuped. Then schedule quick workouts in virtual planner ffee and in tha tis Period to ensue it’s not booked for anythin Don’t use your phone before going to bed Try to put it away at least an hour before you with someone, and even sim relaxing. to sleep. Scrolling Facebook, chatting mply being exposed to the screen light all prevent you frm and falling asleep easily Goto bed earlier And aim for energy for them, 2. How can one identity and break a bad habit? SSC-36POPULAR PUBLICATIONS 4. i may be dificult at fist but you wil find it easier to Kick bad habit Wg have passed. Ik may’ be difficult at fir {you have less urges. When ena itimprovement journey, it is always best to have il also gs + the boous of strengthening your friendship with that person Ss Seine weit. eplace so you should und 4 habits are not always easy to get rid of or replace lectend Reece A ot ny have sipup If they ocr 13 important wo tf def cv lose hope. Just remember that there was atime in your life when you did not have the bad habit. You are not changing into a new person, you are changing back to who you used 10 be so you know itis possible. If there is a slip-up, learn from it. Ask questions such as: What triggered it? How could you have avoided the trigger? Use that information to help you in the future 3. What are the rules to build botter habits? [MODEL QUESTION, Tha Four Lows of Behavior Change area simpe sat of rues we con wo 1 a habits. They are (1) make it obvious, (2) make it atractve, (3) make it easy, and (4) make it satisfying ‘© Make it OBVIOUS: Don't hide the books you need to read or the fruit you want to ea, display them to remind yourself to form new habits * Make it ATTRACTIVE: Read the books you like to read, and it'll encourage you to read more Make it EASY: If you want to eat more fruit, eat the fruits that are easy to eat © Make it SATISFYING: If you are satisfied, you will want more. Apply this to all good habits, and do the opposite for bad habits: Make them invisible, unattractive, difficult and unsatisfying. 4. What is the Zeigarnik effect? [MODEL QUESTION] Answer: Simply put, the Zeigarik effec the tendency to remember uncompleted tasks more than finished ones, “The effect relates to four important workplace factors; motivation, learning, memory and task completion. In part, the effect is thought to be-of evolutionary benefit, as oUF brains flag items that need to be completed-thus ensuring our survival,” explains Dt Joseph Michelli, a psychologist, organizational. is SSC-38POPULAR PUBLICATIONS tree Je success, Committing to haps Mec os Reerng rt ofa a en you sata ft vena sae and ny ontrack eve when (nes gama Long Answer Type Questions al nscale PEs cs sat oe hes iten es poe a Se er There are 3 Boater ‘goals out there and the goals you set could belong to one or two of Coals are useful for sting direction 1 something you do. I helps you identify what you need to do to achieve your target. Many atime we abandon our goals before we each te finish mark. If we actully Bo the Faia mile to follow a proper goal setting process, we can actually improve our chenees oh hitting our target, IN have listed below the steps you need to take and you'll realize that it actually doesn’, take much, ‘Step 1: Write down your goals Does it seem like an unnecessary step? can just remember it.SORT 1 NTEREEISONA, coMMicarins og Apgty SMART ‘sre? 7 at you have selected the fs Fee SMART cetera Make sou rant ie panes 8 Make sure tha a ae 8 tne ee. a eo make ne at spe Your goal should be clear w specif eneral. For example, the th Hts boundas ye eal “1 want to. Hes well-defined. 1 Save $100 by te end ofthe mont than “T want 10 save mone ca his month” is if spec How do you measun FE YOUr success once an Ne compet you ayinable— Do you have the expertise mone, OF Fescutees to achieve this goal? amma to ensure that the gal you sets ‘You should set goals that are t00 i goals that are 10 easy to gain of ¥0 challenging (Ye realistic) goals wil actually Keep you motivated and " sein PS ee te Does this goal align with the rest of the things? With your career? Your pedeant = Does this 1) You need to stop and think whet P 1k whether, atthe end of tall, you wil be able to ont Hie eating wet ou oF Your goals should have deadlines and they shouldbe realistic. This ill Time Specific — ze you to get the work dane without procrastinating. {reate urgency and enti jentify the obstacles vietacles that could bold you back along the way. Maybe you lek ina certain area, of you may not have the money. Is me these challenges when allocating time and step 3: 1 There could be experience and knowledge mponant 0 figure out how 0 overca planning the tasks you need to do step 4: Create an action plan i ¢ Feel like there are way too many steps? Don't worry, you're almost ready 10 start ‘working on your goal -soon after you create the action plan. where you identify the steps YOU need - take to achieve your goal Wouldn't it as -w exactly what to d02 sas goal, you can break it down into smaller steps and set This make things easier if yo Ifyou have set a more challenging milestones to make it more manageable. tie day, weeks of Using an action plan, you can see ; Lore ge the due date is done. And make sure © inser the 9 ‘overcome the obstacles as wells especially if they 1POPULAR PUBLICATIONS Step S: Continue to monitor your progress Remember to assess how you progress tows Js your goal throughout time, Are falling behind or right on schedule? If you are falling behind, make sure to revise yup action plan and add the necessary steps to catch up. spiual elli It enables us to understand eee tar (cagncienc! vee an The first is identifying Spirii Yo tap into our in intelligence asthe ultimate quantum technology we use 1 creator: our ability to ereate the lives and reality We Want using the thoughts we think and the emotions we feel. To be able to tap into this technology, we teed fa bea master of our thoughts and emotions and therefore have Clarity and presen Having clarity means having awareness of what we think, the pattern of our thoughts ang reaching a place of thought mastery, Having presence means being able 10 operate fom q place of emotional neutrality. Both of these will need to be mastered 0 tap ito the creator within The second is Spiritual Intelligence as a gateway to accessing our intuition, Spiritual intelligence is the ability to access our higher selves and therefore access higher knowledge within ourselves. However; 10 tune into this, we need to be able 10 identify what is Our intuition and what is our ego. Through knowing our triggers, releasing out emotional baggage and forming a relationship with and taming our ego, we are able to gut through the noise and tune into this intelligence The main element of drive and fulfillment is purpose and making a contribution with who we are and what we do accessing our spiritual intelligence will allow us to tap into tig Purpose. This is the third pillar of Spiritual Imelligence, The higher our spiral gence, the higher our calling wil be to have a positive impact and the higher the Gpanection will be with our soul identity as an inner guide and compass showing us the unique way we can make a difference Religious beliefs are the set of values that are taugh i to an individual about how they can be an active member within their community. These an a beliefs will outline clear guidelines for individuals to follow regarding how they should worship, behave ead Practice their religion privately and publicly.POPULAR PUBLICATIONS Samew IMODEL aus lophonic talk? 10. wnatepeterabennanas ee EL QUEST | Answer: (0) ingent pon (MODEL QUESy tive telephonic communication is cntingant up * Qppronsnetaton ) vole modulation om 3 Intonation } al ofthese Answer: (@) ‘Short Answer Type Questions 1. What do you mean by Listening? What are the different types of Listening? {MODEL QUESTION Answer: Listening is to give one's attention to sound. Listening involves complex affective, cognitive, and behavioral processes. Affective processes include the motivatici (9 atend to others; cognitive processes include attending to, understanding, receiving, and imerpreting content and relational messages and behavioural processes include responding with verbal and nonverbal feedback Listening differs from obeying. A person who receives and understands information or an instruction, and then chooses not to comply with it or to agree to it, has listened to the Speaker, even though the result is not what the speaker wanted. Listening is a tem in which the listener listens to the one who produced the sound to be listened, Types of Listening: Here are six types of listenin, deep communication ‘+ Discriminative listening © Comprehension liste Critical listening * Biased listening * Evaluative listening ‘© Appreciative listening ‘starting with basic discrimination of sounds and ending in ‘Sympathetic listening Empathetic listening ‘Therapeutic listeningSOS “AND i je listening SoXALconnasacanam pialo ip listening etationshi aqare the PINeIPICS Of eft ateningy ng : weet WwAEF snes communication i a pre mooe. ve ie environment. Requirement for etag eatay slows or {oS in 8 apy chaning mresified as ive communie ase Morimess: ThE Message should be bier tion could be broudly Snort understanding. High-sounding wordy qe se nunding ‘bein simple sentences f se icity: Simplicity in usage of words ares tide. It creates good ii of words and ic 2 froves. I creates g00d impression on the spe ‘ tresiblty: The speaker/ender should hee ene Cisvday. I is a Tong drawn process, which bude rare se eee one ers Strength of & message emanates fam sete sn me 4 Goartesy: In business world rene anor ta eae ee ome Coartcy. Much could be achieve i the ieusnge toate etter Comers Courtesy in message improves relaionsips. Charity: This makes comprehension easier. clay We oral Ciao generate simple easy to understand messages Sich anole Sait sage ne nei an ts aly nd ye ees ne Correctness: This builds Confidence, Incorrect mess credibility sages will lead to loss of «. eauatency; The message shoud be transite in loi Sequence fr keepin consistency. This gives stability in the communication. < noo «Consciousness: The message {0 be transmitted shouldbe bref tothe poet and tk language liked by the target audience Tis wil sve time, ideas Feveals clarity in thinking ‘ame and explain the factors that impede effective listening [MODEL QUESTION] Answer: : Aver stening is actively absorbing the formate BE to you by a speaker, rainy that you are Jistening and interested, a4 providing feedback othe speaks that he or she knows the message WaS received, Delivering verbal ene i writing 2 newsletter, involves trying ‘© ‘choose the right 2a saree —— aney a message that wil be interpreted in Ne cya 00 show speakers that they have been ard and undest0O% ion tn dt The mest skilled communicators match their responses te gal aes with the people you manage, it helps to iene tin ot 88 " ‘ounseling situations. Coaching is providing ri ne eer Counseling is to help your employees 10 improls Te sl a8 Ee pe msc see ‘elping subordinates recognize ‘and address: pol bee Poughts. He had c ipeir thous! had come with « reared to represen his etn an ae mectin. We realized that Ts onic Setters abou he acne ‘“ aro Moreover it a8 not The Stition dd no mater te a * ctcome he dM Male a thc w pee fam members desired. gisappointed about the declination of seo a un of ona ae ea pase oO id rea urier to listening. Even c efore a decision is taken. All pe mecing, be did not register ‘what was beiig seeks ou Ne 6a present thro he mn dsappoiniment. He was busy dea ee as ws tg Sena is own emotions and was not ent in the room. Instead of pr cenaly Pe cae sera Prin prceessing what he fe. He preted ease wef tat ‘enmnication: nied a. classic case of barrier 10 ening is a major cause of misc :ommunication." D wth reasons. ." Do you agree? Explain [MODEL QUESTION} Aseria selective actviy that involves he reseton an aise decides sound into meaning and ee ee sin on obtain directions, understand others, solve problems, share eect sar person feels, show support ete, Though takes the same amount oF more ener verify itand offer feedback. Without any bias one has to listen thoroughly what the speaker intends to say, without Jneropting him in the middle. Analyze By looking ot all the relevant factors and give fim the proper feedback paving way for open ended qve=stre Pax listening will be a major cause of miscommunication ‘and one has to take guard of prevails. the same so that ultimately peace 4. Discuss the barriers to effective listening and the measures Answer: ee are barriers to effective Lee ee ‘ inerapting -\t is « problem. 3 i in ageress: tring a negative response from the speaker bein interupting, he or she is certainly ive behavior and wPOPULAR PUBLICATIONS sures ~ It can be offensive and is usually hard 4g gestures ~ Improper body language and he speaker that the listener doesnt real e message 10 t This is hurtful and sends the messag about what the speaker is saying. cos helpful for the listener to wait until the Jumping t0 conctusions = Ii may be pful to ask questions throu finished before responding. It can also be hel conversation to clarify issues ow ihe to iste the topic as. whol is Inajor barre, ad one fail listen to 4 pence reste n an proper eonchson and misinterprettion of fats To improve one’s listening skills, the following steps should be taken: 1, Provide clues that you are actively involved 2. Concentrate tg 3. Refrain from giving an immediate response 4. Be open to new ideas. 5. Be prepared to accept revisions 6. Be sure the environment is favourable for listening. ~ It is a quick mode of communication, A particular e-mail can be sent to more than one users multaneously. The ‘reply’ button enables one to include all or part of the original document. One can copy and paste all or part of the mail, and save it as a word document. ~ One can attach files and data with the e-mail. ‘An e-mail can be read and replied to at one’s convenient time, E-mail is quite cheap, and the cost does not depend on its size. 2. Describe about different telephone etiquettes. [MODEL QUESTION] Answer: ‘The telephone aids modern business communication greatly. However, like most man made devices it has cerain limitations and we have to adjust them. Some of the mos important telephone skills are as follows: * As the speakers at both ends cannot see each modem telephones), the speaker who made the for the person whom he wants at the other end. It call to identify himself / herself without being as! caller's voice. 2 ora ecting or ise-breaker may be used to pave the way forthe convenaite ‘One should never interrupt the speaker on the other e because lapping speech cannot be understood by either ofthe speakers and lends ne a7 is polite for the person receiving the iked to do so, if he/she recognizes the yPOPULAR PUBLICATIONS 1 to communication? 8. Which one of the following is not a barrier to com’ "conta 0) Diference in statue or ren 8) Semantic barter ei Jism oyrenomtston and retention 6) Alot Answer: (d) mong people, friends in an organization 10. The communication network among people, arganization that ig Ee vectealecmmuniecton tr ) horizontal communication ©) grapevine 4) gangplank Answers (0) 1 communication between the same status of people is regarded as 14. The communication b ae 2) Horizontal communication ) Vertical communication €) Grapevine 4) Consensus Answer: (2) 12, Diagonal on crosswise communication takes place [MODEL QUESTION) a) among managers of the same department b) when there is an appraisal of managers among employees and managers who are at higher or lower levels d) when letters or memos are sent Seicamnunavicas IMODEL QUESTION, a) to share b) to talk ¢) to feel d) to understand Answer: (2) 14. Communication network in any organization is (MODEL QUESTION} 4) internal and external ) verbal and written «) oral and non-verbal 4) all of these Answer: (d) 18. Diagonal communication is also known as DEL QUEST 2) cross-wise communication b) vertical cee i) ‘¢) horizontal communication 4d) lateral communication Answer: (a) 16. ‘Chain’ information comes from .. Communication.[MODEL QUES1 ION) a) formal b) upward ¢) downward ) grapevine Answer: (a)POPULAR PUBLICATIONS rapevine in your organization? oan IMODEL QUESTion, Answer: The role of managers’ to make effective use of grapevine communication jq ‘organizations are summarized below +" As the grapevine i a natural outgrowth ofthe informal organization, the manage ‘can not eliminate grapevine even if they desire so. ‘© Managers are to keep in mind that grapevine represents a substantial portion of the communication network. © Managers may learn from the grapevine what message is flowing in the organization and its impact and reactions may be analysed. * Understanding the reactions, emotions, attitudes of the organizational members on any decisional issues, managers may make necessary modifications and adjustments, if they think it to be rational ‘+ Mangers can encounter inaccurate information, rumours, half-truths, suspicious and all kinds of distorted information by feeding the grapevine the real facts behind the scene and also by issuing official statements on the issues involved. * Managers are also to recognize the potential members involved in grapevine and to open dialogue with them to deal with the rumours, in accurate information and distorted information etc, to get at its causes rather than try to kill it after it has already started. Managers must pass on the correct message or information in time to avoid devastating epidemic that may sweep in the form of grapevine through an ‘organization. * Thus, by utilizing the grapevine managers can help development of motivation and high morale as well as team work among the organization people. 4, What measures would you adopt to hank &. Describe with diagrams various patterns of informal communication in an organization. [MODEL QUESTION] Answer: Thus business communication nework can be broadly classified under the following categories: aPOPULAR PUBLICATIONS sample: their ethos relies on great e Take eCommerce website Zappos. for examp eos relies eat Sema ser as clonts = int come! te whi the erganiztion ard wh 100 best companies t0 work or * 3. It increases innovation ieate their thoughts and ideas out of fear of being ifemployees won't communic nunicatsagnant in theit career and only contribute ten Aa ae raere's an open ine of communication between supers a dafi"mnbers tgp encomged 10 Re more reatve ad ono wig a ovtpcan thee ey opt fone anderen eas Inxs fastmoving ov met es ae ly hed une he ag Gn Forbes: “People listen mosty to respond rather than to understand. Howgyg: Gistuation demands ative listening tothe ecosystem in ord to Survive and devas 44 ttimproves produeti echay 1 a (© communicate tactfully and effectively at worl Ip increase talents and skills, and will then give clear directions to the people that are best sited gr the ob, thus increasing the overall turnaround time of any given project For example, one coworker may be faster and beter at using Excel than others thee, through communication, a manager can identify this and task them with mansging be spreadsheets. If there was a lack of conversation, meanwhile, the project would safer and the entre process would slow down, negatively affecting the goal of the company a: aresult & Itincreases efficiency Poor communication compromises efficiency, as well as the overall quality of work When instructions aren't provided clearly, mistakes are bound to happen, On the other hand, clear instructions eliminate the need to clarify «and correct any issues, Think back to a time where you didn’t communicate well with a coworker. It probably resulted in wasted time, effort and resources. So, if you happen to have a manager tha doesn't communicate effectively, make sure you ask the right questions to getiie i information that’ you need to successfully complete a project. Over time, understand what they should be supplying you with so you can start working on tasks, OF Personal issues, and you'll be more committed to the This free line of communication, also builds trust between, which results in a loyal relationship. A manager and two-way fine of respect |POPULAR PUBLICATIONS different thinkers, it could be explained that communication is a process to transfer of information and understanding from one person to another and ay making oneself understood by the other. + Thus, by understanding the different views on communication contribu by a a doe tSgmmon. So, itis evident that communication is ‘once 4 rating at idea or understanding Sree e does when he wants c | 2" Part Components of the Process of Communication The communication process consists of the following components: I Encoding Component of be T Receiver Decoding Le rect ak Sender % The sender isthe initiator of the communication, He formulates the message. He is the ‘communicator. He wants to get his ideas, thoughts, opinions, views, feclings, attitudes, orders, suggestions, etc. across to the receiver. ‘Thus, the sender is also the transmitter of the message. Message The communication process begins with the sender with a message. The message indicates what the sender wishes to convey or pass to the receiver. The message which {0 flow from the sender must be simple and clear. While sending or transmitting & message, the sender (communicator) must " take into account and consider the matter of receptivity ofthe receiver or the communicatee. a SSC-62Sorsk a nc 0dME cans NORTE congue, ert ans INE & me sate of the mestage Wil on Se ec cle em sO effective inaiceene Wand body language aking, writ set of Communic von eter or the COMMUNICATOT has t0 cho sey ideas, thoughts, feling hi equi ho 8S, Cle. to the recever or hoo : ee eon of message from one 88. So, person att, So, the channel isthe medium of sispould be appropriate forthe message sent Tha sy eet cmmurication, the E sein eet ee cc tach cman ag Be carom ae ea, eam ar ' aca perceives the message: Decoding peceding is the process of interpreting @ message by ae c a receiver and message in the form of written or oral of symbole of ‘other form of physical gestures, thes to convert the same (message) in such a way so that he may extract the meaning of the message to his complete understanding return o reply 19 Feed Back the feedback Jpthe context of communication, feedback is ns munication from the receiver tthe sender OFT proces, the receiver sends his response © the sender ensuring a perceived and sie St Oe eee oo feedback tothe sender completes the cycle fhe process of commuricalchy Thus, the whole process of communication runs as under: the response, reaction of ‘the communication. InPOPULAR PUBLICATIONS Diagram showing the total process of Communication Tae ouahn nd Rector Commanste's [MODEL Question, The role, significance and importance / need of communication, in the context of organizational management, is enormous. The need for communication in organizatgny management can be judged from the following points © Actuating is the task of a manager. Managerial functions like planning. organizing, directing, controlling, reporting, budgeting and decision-making, ee. can fe Performed efficiently, if there is an effective system of communication, ‘The smooth and unrestricted running of an organization indicates the existence of an efficient system of communication. Effectiveness of managerial leadership is greatly determined by the adequacy and clarity of communication. Proper communication between management and the employees can reduce the points of friction, eliminate delays, confusions, misunderstanding and improve ‘harmonious relations in the organization. ‘Communication acts as the tool for lirection, leadership and control and ‘helps the administration to arrive at a decision on vital matters, Effective communication system plays an imporiant role in achieving co-ordination and synchronization of efforts of group of people working at different levels, Lastly, the significance, role and importance of communication may be expressed by remembering the words of Herbert G. Hicks, “communication is Basie 0 a 4 organization's existence from birth of the organization on through its continuing life. When communication stops, organized activity ceases to exist",Asstt ages of Grapevi ne The Mf it metre alive bet fe information is gi Now: Biven by they ret! snterPrr is easy for the et He fags aval Tole to cence 1 tke the ape anagem i em complete the work rent aati X under : ork tony noma oma STEM, So this ax grievance: Under the infor mal system the em, ment and their emotions to others seat Authority without ov dicloe thee neds ling any hesitation, relationship: Any probl improved yy problem between seit informal system. So it makes py workers andthe manage e lonships amon, eee agement ranage 8 the employees andthe ncrease efficiency: Under the informal ss tay and they can solve it Fr this, the sem, he employers dc he poem griciency of the employee. lone properly and it develops the providing recommendation: In this system the empl ': Informal communication is more flexible than formal communication from all type of formalities. Flexiill because itis free sn: Informal communication, transmits very fast. Especially miss Rapid communicatio ‘pread rapidly to others inthe organization. information or rumor s} and. coordination in informal iship: Cooperation ip which is very much essential Improve interpersonal relation rare cation leads to improve interpersonal relations tocary out the business activity smoothly The disadvantages of Grapevine are given DEON: ae Dutort meanings Something the meaning. and (he subject mater of hei : stoned in this system. es Spread rumor: In-this system, the miss-information cn oot ormed to wrong informal original information may be trans! sloyees Misunderstanding: Under this syste™ generally ther Sain yt, Soi eens he oP sscs donot obey the formalswat ie the act of restating & message iN one's own wor rds called? [wer 2023) case Avenes of puting someone elses Ihe paraphrasing, rephrasing, or shee or weds nu own words. is instorming is plowing of strong words ¢) neurological check-up » ‘dhe ciee Cee Answer: (4) ) a session for exchange ideas 4.Decoding requires ‘faulty encoding pone oer 3} presence of noise a comptece tea mar Answer: (b) ise of any channel 5, Body language in communicatio a) structure 'b) faked ©) involuntary [MODEL QUESTION} Answer: (C) 6. Facial expression and bodily gestures are characteristics of : [MODEL QUESTION) 4)paralanguage —_b) kinesics c) proxemics ¢) environment ‘Answer: (b) 7, Decoding requires {MODEL QUESTION] 42) Presence of noise by rich vocabulary ¢) use of any channel 4) faulty encoding ‘Answer: (b) [MODEL QUESTION] 4) ‘environment 8. Eye contact and postures are characteristics of @) paralar Fancy kinesics ‘e) proximities Answer: (b) 2POPULAR PUBLICATIONS in the members. (MODEL. , itty YESTION 8, Group discussion discovers het a) team spit Gh al ot the ° Ans xample of nonverbal communication? 10 Which of the following in NOT an exampl [MODEL Ques} ¢) company logos om 2) pictures. b) computer graphics 3 br e-mail meseage from a GEO to shareholders Answer: (a) ined durin [MODEL aut 11. Eyecontact must be maintained during | MODEL QUESTION oe to face conversation d) written communication Answer: (c) is message conveyed through IMODEL QUESTioy ot i ©) eye contact 4) positive 12. ‘Oculesics b) touch 2) movement Answer: (c) 13, Semantic problem refers to __ (MODEL QUESTION) 2) badly expressed message tion capacity ¢) language problem 4) prejudices Answer: (©) ‘ample of non-verbal communication? 14, Which of the following is a [MODEL QUESTION) a) Letter b) Gesture c) Memo d) All of these Answer: (d) 18. Which of the following types of communication covers ‘symbol? (MODEL QUESTION] a) Oral b) Non-verbal c) Written d) None of these Answer: (b) 16. Which of the following types of communication covers ‘Articulation’? [MODEL QUESTION] a) oral 'b) non-verbal cera ¢) written d) None of these 17. Gestures is part of QUESTION] (MODEL 2) Kineaiy b) Proxemies Aurer(0) 4) study of the role of timeico ie the study of ) Space discussion 0 luates bar todo 2) chy leadership potential BF ont to (4 nly Communi eacoe, answers (8) 7 4) combinauonrn ion 8 Ped vay sion language a cc a ae answer: (>) 4) paraiangeayet QUESTION, a) fais b) true: hoch Answer: (2) ©) none of these QUESTION, ray ee .d leadership ') designated leader ON] 4) unequal distribution of participati arco apc tone to use in a professional email? (WBUT 2023), 4. What is the appropriat Answer: th moat cases, this means not using emai Amirofessional email should be writen, in a professional. tne. Aves vtanecolloquialisms, and anything else that feels casual enguh 0 be fet MESSE: Similarly, steer cle like “just cireling back” when following up. ar of cliché phrase ‘2. What are the differences between verbal and non-verbal communication? {MODEL Answer: : Basis ‘Verbal communi Nonverbal communication | 7 Use oF] Verbal communication uses oral Fon-verbal communication not word ‘or written words. uses any oral or writen words 2. Types Verbal communications 19 Non-verbal corms ea types: Oral and Written.POPULAR PUBLICATIONS [Distortion [7 bal communication as possibility of distortion of f : information Jor } information [coy] eta exxraeon ies ir oe aT ep ontinuity” | Verbal co a and ends with words. achieved 7 Feedback} Provides a less and” delayed | Provides alot of feedback L feedback 3. What are the tips and techniques for facing an interview? (MODEL QUESTION, Answer: y Development of a positive attitude is'the key to success in an interview. Tips fog attending an interview Gathering information about the interviewing organization ‘+ Mental preparation ‘© Physical preparation Finding information about the company where you intend to join is essential, The information includes product knowledge, knowledge on operational strength and weakness of the company, HR policy of the company, location of varia units of the company ete. For new job seekers, itis necessary to go through mock interview, Physical preparations amongst others include presentable appearance and formally dressed. Arrange to arrive at the place of interview atleast 15 minutes in advance to relay and prepare forthe interview. 4 Discuss In brief the various dimensions of non-verbal communication, [MODEL QUESTION) Answer: To deliver the full impact of a message, use of nonverbal beha of interpersonal communication is nect communications are as follows: © Eye comact others andSCAT Ap If you fail t0 gesture while INTEREERCA cnmatacicon 4 Ges vely speaking style capn ing si tes the ent YOU gerestng, a facilita 6 Tse IY be in wes underame tenes Pereeved ap tanding SYMON, makes nee an fi hn: Ya Fa ete a i ran we arena, reste ed Chen ene rig shoul be avoided a skin ih ye ae zh _ pesmi cal wm ndaae cas og gee You $ Sa titan ae roctlags ae cathe & ve for iteration ‘with others. = end eset as peaking can signal nonverbal + Vee Tie ommuni ects 2: 0H, Pitch, Thy, timbre, loudhess, ae ng eng effectiveness, Team 10 vary te a ta infection. For max Sirmitcisms of many speakers js that sents of your voi tie ey voice. One mative his te of speaker as boring and ul ce es at is verbal communication? What fommunications? oe en eels ee answer? Asin emanating from rout is refered tos vet, Words nd the manwerin ih Arye pronounced fall within the ambit of verbal commun wat ication should be So designed that it canbe Tsened 19 and Sie receivers) wer and listening is not the same thing. Hearing is the act of perceiving sound. Hani gis aselective activity that involves decaing the sound ine mere People speak at 100 to 175 words per minute ba they can Tisten intelligently at 600 to $00 words per minute. this sid that verbal communication is the sum ofthe following components: Actual words © Voice articulation and modulation «Body language " ‘his/her Researchers have established that an average listenet focuses flowing proto constitutit ‘Oral Comm yunication,POPULAR PUBLICATIONS sen, Words both In oral communication, words should be carefully chosen, Ws et ay 1 Used fg Synnncemanst * communication. It is mosth Caer chen i cores cio mad AivereagesNiendvariege written communication are as follows: Advartage/disavari < Frorenmedia, Writen message finally gets ransmited 5a complete pce Applicable for complex issues. © Feedback is delayed. It is recorded and hence has legal sanction. \d speech? ‘A speech should be au soos veonariie, of. &. sood boc? As seeeenneraay aide 2, What IMODEL QUESTion] oriented’. What does this mean? How kit an effective speech? Answer: Principles of effective speech Well-Planned ~ Before presenting something, there should be proper planning regarding the audi topics to be delivered, timing and other factors: So, a person must be well-prepared 4 deliver his speech Clear pronunciation Zo make orl messages meaningful to receivers, words should be clearly and conte Bronounced, There should not be any lack of clarity, otherwise the communication weutt be confusing one. should be brief: If the sender took a 1 of the receiver. Effective oral communication desires that a message long time for talking, his message may not get attenti Precision is needed to make oral communication effective, There should not be any confusing words rather message to be delivered should be specific so that there is no misunderstanding. hse aE