AKGIM/EXM/FM/03

Ajay Kumar Garg Institute of Management, Ghaziabad

PRE –UNIVERSITY TEST (MODEL SOLUTION) Roll No.:

Course MBA Semester I

Session 2023-24 Section 1&2
Subject Business Communication Sub. Code KMBN 107
M.M. 100 Time 3 Hrs
OBE Remarks:

Q. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

CO No. CO CO CO CO CO CO CO CO CO CO CO CO CO CO CO CO CO CO
3 3 4 4 4 4 2 2 1 1 5 3 5 4 2 2 1 1
Bloom’s L2 L1 L3 L4 L4 L3 L4 L1 L1 L1 L4 L3 L5 L6, L4 L3, L5, L4,
Level L2 L5 L6 L5
(L1 to
L6)*
Weight CO2 24 CO1 24
age
* Blooms Level: L1: Remember, L2 Understand, L3 Apply, L4- Analyze, L5: Evaluate, L6: Create

Note: Attempt all the questions.

Q. No. Section-A Marks: 10x2=20
1 Explain the barriers to listening.
Ans. External Listening Barriers include a variety of environmental distractions contribute to
poor listening. They include Noise, Visual distractions, Physical setting such as
uncomfortable temperature, poor or nonexistent seating, bad odors, etc. or distractions due to
the speaker's personal appearance, mannerisms, voice, or gestures.
Internal listening barriers reside inside the mind of the listener. They include Anxiety, Self-
centeredness, Mental laziness, boredom, Cognitive dissonance, Impatience on the part of the
listener.
2 Identify the difference between an issue and a crisis.
Ans.
 Impact – a situation or event is usually a crisis if it threatens lives, the environment or
the organization’s reputation. While an issue can have impact, it is usually not
critical.
 Urgency – if you are under immediate pressure to make decisions and resolve a
problem, that is a sign of crisis. Issues management usually involves time to assess
all avenues and make considered decisions; however, in a crisis, the best decision can
be the one you should have made minutes ago.

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  Time – while an issue can span weeks, months and even years, crises generally have
a clear start and end. Issues management involves a sustained effort of activity and
monitoring over time, whereas crisis management is an immediate response.
 Not “business as usual” – responding to a crisis requires people to stop their usual
business activity and put their full focus towards resolving the situation. This is
unlike an issue, which can be managed as part of “business as usual” operations.
3 Ascertain the factors responsible for audience analysis in any presentation.
Ans. Factors to consider for audience analysis in any presentation:
 Expectations of the event: involves audience expectations in terms of learning, the
purpose they might have gathered or is the presentation the main event or it is part of
the larger spectrum of the event.
 Prior experience with the topic: whether the audience already have technical,
theoretical, or academic, practical experience of the subject.
 Attitude towards the topic: whether the speaker has a friendly or hostile audience.
 Frame of reference: involves understanding audiences’ frames of reference – cultural,
philosophical, religious, demographic, economic, etc. to avoid jumping to conclusion
about the listener’s values, standards, and experiences.
4 Examine the differences between business letters and business reports.
Ans. The differences are as follows:
 Genre - While both a business report and letter should be written clearly and as to-
the-point as possible, a business letter should rarely extend beyond a page. However,
business reports are often several pages long, comprised of appendices, charts, graphs
and photos in addition to text.
 Purpose - Business letters and reports can be written for a variety of purposes. In
some cases, both may be written to inform. A business letter may be written to notify
an employee that she has been hired or fired; to inform of a certain company success;
etc. Reports may be written in order to persuade a manager not to discontinue a
certain program or to give more funds to one sector of a business.
 Audience - While reports are generally written for wide audiences, as they can be
used by anyone from executives and shareholders to employees and potential clients,
letters usually have a more specific audience.
 Format - Business letter format begins with an address, salutation and the name of the
addressee. The body of the letter is usually written in block format with all items
flush left. The letter is short and it ends with a closing, signature and the sender's
typed name. Most business reports begin with a title page and an abstract or
summary. Information is then divided and organized by subheadings.

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5 Examine the differences between positive and negative messages.
Ans. Positive messages include messages where the audience is expected to react in a neutral
to positive manner. Positive messages tend to consist of routine or good news. These
messages might be items such as congratulations, confirmations, directions, simple credit
requests, or credit approvals. Also included in this category might be denials that are
somewhat routine or expected.
Negative messages include messages where the audience is expected to react in a negative
manner. Negative messages consist of bad news. In these messages, the sender’s goal is to
convey the bad news in a manner that preserves the business relationship. While the sender
must deliver bad news, the sender wants to avoid an employee quitting or a customer finding
another vendor. These messages might be items such as refusal to provide a refund,
cancellation of an event, inability to support an event and more.
6 Explore the relevance of audio-visual support in presentation.
Ans. The importance of audio-visual aids in presentation:
 Helps to convey meaning clearly
 Aids in supplementing the spoken words
 Help to impress the ideas better
 Aids in attracting the attention of the audience
 Helps to sustain interest of people
 Aids in clarifying the ideas better
 Helps to create interest in the learner.
 Aids in changing the attitude.
7 Examine the role of the following:
a. Teleconferencing b. Video Conferencing
Ans.
a. Teleconferencing is a modern communication tool that allows individuals or groups
to participate in meetings, debates, or collaborations without physically being present
in the same place. It uses technology to bridge geographical gaps through the use of
audio and video channels for real-time contact. It can range from simple voice calls
to complex high-definition video conferences, and anyone with a phone or an internet
connection can participate. This technology offers various advantages, including
reduced travel and lodging costs, increased productivity, and improved cooperation
among diverse teams.
b. Videoconferencing - Video conferencing is an online technology that allows users in
different locations to hold face-to-face meetings without having to move to a single
location together. This technology is particularly convenient for business users in

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 different cities or even different countries because it saves time, expenses, and
hassles associated with business travel. Uses for video conferencing include holding
routine meetings, negotiating business deals, and interviewing job candidates.
8 Define e-mail.
Ans. Email stands for Electronic Mail. It is a method to send messages from one computer to
another computer through the Internet. It is mostly used in business, education, technical
communication, and document interactions. An email is a communication that happens in
real time and can get important data across to people in various geographies. An email is a
record of the communications that have happened and is stored on the server of the
organization.
9 Explain how agenda can play a major role in planning a meeting?
Ans. A meeting agenda helps the chairperson and participants prepare for a meeting and
guide them through the items that need to be discussed. Time spent in planning an agenda
will likely save time for all meeting participants by providing a clear set of topics, objectives,
and time frames. Some meetings may require more planning time than others. For example, a
department-wide retreat will probably involve several hours of planning by several people,
while a weekly staff meeting could be planned by one person in a shorter amount of time. A
sample –

10 Identify the usability of seminar in communication.

Ans. A seminar may be defined as “a discussion in a small group in which the result of
research or advance study is presented through oral or written reports.” It is simply group
communication in which open person makes a presentation or speech on a topic by
highlighting it contents in the light of present and pressing problems. This presentation or
speech is followed by questions and expect comments from the audience. Seminar helps

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 bring expert in a particular subject together to present their experiences and views. There is a
meaningful discussion on the papers, presented, their summaries and recommendations, if
any, of these papers are published in the form of a report for wider circulation.

Note: Attempt any two questions.

Q. No. Section-B Marks: 2x15=30
Michael is an intern at a law firm. He is hired for a two-month internship program which
includes assisting advocates, interacting with their clients and attending court sessions. He
did not use professional language and sometimes ended up being rude to his seniors. This
created confusion and a communication block between him and the others at workplace.
Michael’s non-verbal communication skills lacked miserably. His body language was off-
putting, and he often gave off a negative vibe. Not only was he unable to solve given
problems but he also lacked the ability to make decisions. However, after a few days,
Michael’s performance suffered greatly which led to inefficiency and client dissatisfaction.
Upon examining Michael’s work habits closely, the manager realized that he lacked
interpersonal skills.
11 In order to improve Michael’s interpersonal skills, analyze at least 10 tips to improve his
work place communication skills?
Ans. Michael being an intern in the law firm, efforts need to be made by the firm’s
executives to help him train appropriately. Therefore, the 10 tips to improve his work place
communication skills:
1. Establish a rapport with him - The more an employee trusts their employer, the more likely
they are to come forward and communicate when they’re experiencing a problem. One great
way to lay that foundation for open communication is to establish a rapport with your
employee right away.
2. Build trust with him/employees - Show a genuine interest in employees, empathize with
their roadblocks or challenges, and follow through on identifying and taking action on the
ways one can help.
3. Meet regularly with him/employees - Sometimes, all it takes to open up the lines of
communication with employees is setting up time for them to speak their mind. By setting up
a recurring meeting to touch base with them, one may learn more about what’s going on with
team, which makes it easier to iron out any kinks that arise.
4. Really listen to him/employees - Many people might think the primary goal of
communication is getting their own message across, but effective communication is a two-
way method.

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 5. Avoid making assumptions - avoid making assumptions about the issues at large. Instead,
provide a non-confrontational setting to dig into where the problem is stemming from.
6. Learn employee communication styles - Maybe some of the employees rarely use Slack,
whereas others respond to emails instantly. Learning how employees communicate, and what
tools they prefer to use will only support improved communication.
7. Set the tone for meetings - When it comes to meetings, it’s crucial to set the right tone for
everyone involved to help ensure one is getting the most out of the time scheduled. Set an
agenda so everyone’s on the same page.
8. Make the roles clear from the start - Communication in the workplace can break down very
quickly when people don’t understand their roles and responsibilities. This goes hand in hand
with keeping workflows transparent. At the very start of each project, it’s helpful to establish
the key stakeholders, who has final approval, and what channels the project needs to go
through for completion.
9. Simplify & streamline processes - If you’re working on a massive project with multiple
stakeholders, chances are there’ll be a lapse in communication at some point or another.
Take that lapse as an opportunity to improve upon the process the next time around.
10. Make Michael learn through on-the-job training – This may involve making him
accompany senior professionals for the initial couple of weeks in order to make him
understand the tricks of the trade.
12 Keeping flow of communication in mind, classify what he should do for a better
understanding and the emotional disposition of people for the conduction of smooth
functionality at the workstation?
Ans. To improve inter-personal communication skills, Michael should follow:
1. Cultivate a positive outlook. Teach yourself to be positive by reminding yourself every day
of the good things about your life and your job. If you’re upset about a personal matter, set
those feelings aside until after work. If you’re stressed about a work issue, look for the positive
in the situation and try to build on that.
2. Control your emotions. Work isn’t the place to be overly emotional. Whether you’re
extremely irritated, severely depressed or ecstatically happy, take a deep breath and tone your
emotions down. Always express yourself in a calm, patient manner.
3. Acknowledge others’ expertise. One of the best ways to build trust at work is to let your co-
workers know you appreciate their expertise. Ask for their help on projects and give credit
where credit is due.
4. Show a real interest in your colleagues. You work side-by-side with your colleagues for
eight hours every day; it’s only logical that you’ll learn something about their lives. Make a

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 point of getting to know what’s important to your co-workers. It will help solidify your
relationships with them.
5. Find one good trait in every co-worker. Not all of us like every single person we work with
but you can’t let personal preference get in the way of peak performance. If a colleague’s
personality clashes completely with your own, the best way to handle the situation is by finding
at least one good trait in that person—preferably something professional.
6. Practice active listening. In the all Business article “Ten Ways to Improve Your
Interpersonal Skills,” the editors advise practicing active listening. You can do this by
maintaining eye contact with the speaker, nodding your head, and repeating what he or she
says in your own words. The speaker will feel respected and you’re likely to be able to recall
the conversation more easily afterwards.
7. Be assertive. According to the HelpGuide.org article “Effective Communication: Improving
Communication Skills in Your Work and Personal Relationships,” it’s important to be
assertive. Be confident in your ability and opinions, and don’t be afraid to express your needs,
as well as your limits.
8. Practice empathy. Gain a well-rounded view of things by putting yourself in other people’s
shoes. This will help you develop empathy for others, which in turn goes a long way in finding
solutions that work for all involved.
9. Maintain your relationships. Connect with college friends and former colleagues on social
media or through email; try to set up face-to-face meetings now and then. This shows your
connections that you still value the relationship—and that can go a long way in helping you
advance your career.
13 Ascertain the circumstances where passive communication may be in your best interest, even
though your needs may not be met?
Ans. Passive communication is not expressing your honest feelings, thoughts or beliefs,
allowing others to violate your rights, or violating your own rights in the way you
communicate with others. It is also assuming responsibility for how others may feel or react.
Benefits of passive communication:
 You avoid or postpone conflict in the short term
 You alleviate anxiety in the short term
 You are often praised for being selfless
 Others attempt to look out for you
 You are rarely blamed if things go wrong because you have not put yourself out there
or taken control of the situation
Costs of passive communication:
 Others take advantage of you

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  Your image is restricted to being a lovable, good person in the eyes of others
 Repressing your anger or frustration can lead to inappropriate anger outbursts and
feelings of sadness
 Your self-esteem can be impacted

Q. No. Section-C Marks: 5x10=50

14 Attempt any one question.
14 (i) You have just started a business in textiles, and want to purchase some textile
items. Write a letter enquiring into the goods and price to a wholesale dealer.
Ans.
Smart Clothing Store
Shop No.34-35/6,
Raj Nagar, Ghaziabad (U.P.)
Date: 8th Feb.2022
The Sales Manager
Bharat Textiles Ltd.
Haridwar, Uttarakhand
Sub: Enquiry of the ready made garments
Dear Sir,

We wish to introduce ourselves as leading readymade clothing retailers for the last 10
years in the area of Ghaziabad.

We are looking forward to increase the variety of brands in the portfolio of the already
existing products in our retail outlet, especially in the winter wear category of jackets;
pullovers and cardigans.

Please quote your best prices c.i.f. Ghaziabad for 50 units of each of the three items; i.e.,
jackets, pullovers and cardigans. Also kindly send the product catalogue for the same.

Also do let us know whether you can despatch the goods within 15 days of the receipt of
the order.

You can be sure that your products will have large sales in this part and you shall get
regular seasonal orders from us if your prices are competitive.
We look forward to receiving an early reply from you.

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 Yours faithfully,

For Smart Clothing Store

14(ii) What are the essential characteristics of a business report? Identify and elaborate the
different types of reports.
Ans. Essential Characteristics of a Good Report:
1. Simplicity: The report should be simple.
2. Clarity: Clarity depends on proper arrangement of facts. The report should be arranged
systematically showing the purpose, source of data, findings and, finally, suggestions. Lack
of clarity will fail to serve the purpose.
3. Brevity: The report should be brief and to the point.
4. Accuracy: The scientific accuracy of facts is essential to a good report.
5. Relevance: Every fact given in the report should have a bearing on the central purpose of
the report.
6. Reader-orientation: A report is meant for a particular person, say manager. It is necessary
to keep in mind the person who is going to read the report.
7. Grammatical Accuracy: Every report must have grammatical accuracy. All the rules of
grammar and construction of sentences apply to the drafting of reports.
Different Types of Reports –
i. Oral Report: It is simple and easy to present, because there is no problem of writing.
Such reports can be designed at any time and can easily raise confusion because there
is no written evidence at all. Such report is not used so commonly because of its less
benefit.
ii. Written Report: Written report is given in a black and white. Such report can be acted
as evidence for any incident and can be used as future reference.
iii. Formal Report: A report which is prepared in a prescribed form and presented to a
concerned authority according to established procedure is known as formal report.
There are usually seen two types of Formal reports depending on mandatory of law:
a. Statutory Report: A formal report prepared and submitted as required by law
is called a statutory report e.g. Report of directors to shareholders, Auditors
Report, Annual Report etc. This report must be prepared for legal bindings.
b. Non-Statutory Report: A formal report which is not required under any law
but prepared to help the managerial activities is known to be non-statutory
report. e.g. Manager's Report etc.

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 iv. Informative Report: Informative report presents the facts, events or issues related to
particular situation. It does not make analysis, explanation, conclusion or
recommendation. e.g. financial statement, work record for employees and workers, list
for assets etc.
v. Interpretative Report: If the report contains both presentation of facts or data or event
as well as analysis and explanation of data is known to be interpretative report. Here,
the report writer does not draw any conclusion nor make recommendations. These are
left to the readers to derive. Such report is usually self-explanatory.
vi. Analytical Report: It is the one kinds of report which attempts to solve the problems.
Such report includes presentation of facts as well as analysis, explanation, conclusion
and recommendations. Reports of scientific research, feasibility reports are the best
examples of analytical report.
vii. Periodic Report: A report prepared and issued at regular intervals for routine activities
of the business is known as periodic report. Such report may be issued daily, weekly,
fortnightly, monthly, quarterly, semi-annually or annually. For example: Performance
report, Inspection report, Inventory report, Annual confidential report etc. are the
example of periodic report.
viii. Special Report: Special report is a report which is related to a single occasion or
situation. It is also called one-time-only report. e.g. Report on proposal of a new
branch, Report regarding problems among staff etc.
ix. Financial Report: A report containing financial information is known as a financial
report. Usually it comprises of income statement and balance sheet. These two provides
information to make decision and know about the financial condition of respective
organization.
x. Performance Report: This type of reports is submitted to higher authority stating
evaluation of workers, employees or learners. In many cases, the progress or stage of
completion of project work is submitted also to the higher authority through
performance report.
xi. Technical Report: Technical report is report which provides information relating to
specialized or technical subject. It is prepared with or without recommendation and
only technical experts prepare such reports. For example: Weather report, Laboratory
report, Quality report etc. are the example of Technical report.
xii. Internal Report: Such report moves within the organization. They are prepared to
help business operation as well as administration. It is also known as administrative
reports.

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 xiii. External Report: Such report is prepared for distribution information among the
outsiders who are interested and related to the company e.g. Annual reports are
prepared for shareholders, creditors, investors, bank, regulatory bodies, tax authority
and the society as a whole.
15 Attempt any one question.
15(i) Analyze the interview skills. Suggest some Do’s and Don’ts before, during and after the
interview.
Ans.
Guidelines to be followed before the interview:
 Research the Company
 Practice interviews
 Dress Professionally
 Arrival - Try to arrive at the interview location a little early.
Guidelines to be followed during the interview:
 First impressions - First impressions take only thirty seconds. Establishing rapport,
direct and sustained eye contact, a firm handshake, a warm smile, good posture,
and introducing yourself in a confident manner are important ingredients.
 Smile - A smile denotes confidence in a candidate.
 Body Language - Use good posture, and look the interviewer right in the eye. Sit
up straight.
 Speak Clearly - Don't mumble. It portrays a lack of confidence. Speak with
assurance.
 Listen Before Answering
 Give Brief Answers
 Previous Employers - Never, ever say anything negative about your present or
previous employers.
 Be Truthful
 Keep things at a professional level
Guidelines to be followed after the interview:
 Send a thank you note within 24 hours of the interview.
 In case of not hearing from the employer after the hiring timeline initially
indicated follow up professionally, and only once.
 Evaluate your performance.
15(ii) Analyze the different types of employment communication.

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Ans. Employment communication revolves around written communication and conversation
between the employer and the job-seekers. The employer communicates with the job-seeker
or prospective talents about the vacancies, company culture, perks and benefits and security,
etc. Employers use creative means to attract and retain the best talents. It includes application
letter, follow-up communications, interview and resumes.
 A job application letter, also known as Covering letter, is sent attached with the
applicant’s Resume or CV. It provides a brief account of the applicant’s interest in
the job in question. Effective application letter explains well the reasons for the
applicant’s interest in the specific organization and the job he/she is applying for.
 The application letter communicates to the employer about the position the applicant
is applying for, and what makes him/her the most suitable candidate, why he/should
be selected for an interview etc.
Curriculum Vitae (CV) - The phrase ‘curriculum vitae’, of Latin origin, means ‘course of
life’. It provides a detailed account of the applicant covering every skill, all the jobs and
positions held, degrees, professional affiliations he/she has acquired, in proper sequence. The
CV is an in-depth and structured information about professional experience and qualification
of a person. It is more elaborate than a Resume. Like Resume, a CV is a list of relevant
information of a person seeking employment. Considering the length of the subject-matter,
the CV may extend to three-four pages depending on the age, experience and achievements
of a person.
Resume, a French word, means ‘summary’. It contains a summary of the applicant’s
education, professional skills, previous jobs and personal interests. However, a Resume
doesn’t usually list out all the education and professional qualification, but only highlights
specific skills.
 It aims at presenting a personalized document that must be fully groomed using
applicant’s effective writing skill.
 It should be precise and factual where each sentence needs to be authentic and not
blown up beyond the value.
Job Interview - The lexical meaning of Job Interview is a formal meeting at which someone
is asked questions in order to find out if they are suitable for a post of employment. It is one
of the most globally recognized and popularly used devices for employee selection. Even if,
a job interview is a challenging experience for the applicant and a time-consuming exercise
for the employer, it plays a pivotal role in determining whether the interviewer (employer)
and the interviewee will make an effective match. However, a candidate appearing for an
interview is suggested to get through the screening test based upon his/her job application
letter and CV.

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 Apart from being one of the most popular devices for employee selection, job interview is
important for many reasons.
 Interview is where a candidate can make a favorable impression.
 It provides a great deal of value for the company and the candidates alike.
 It provides a chance to the employer to assess the candidate’s personality and
expertise to determine if he/she would be a befitting person for the post for which the
interview is being conducted.
 It serves as a two-way medium for the exchange of information.
 The interviewer learns more about the candidate and the candidate in turn comes to
learn about the organization and the demands of the job.
 It provides a selling opportunity for the organization as well as the candidate.
 Job interview enables the employer or the organization to weed out unsuitable
candidates and select the most deserving ones for the job in question.
 The employer can analyze the communication skills of the candidate from the
interview.
 It is the only method of direct contact between the candidate and the employer.
 It gives the interviewer an opportunity to verify the information provided in the
Resume or the CV and explore and clarify any issue raised by the resume.
 It also enables the employer to obtain some information about the candidate which
might not be available otherwise like his/her future plans, perceptions about some
burning issues, etc.
 It provides the platform where the organization gives information about itself, its
policies and its culture and work environment and also the job of the candidate.
16 Attempt any one question.
16(i) Summarize the impacts of technological advancement on Business Communication.
Ans. As the world progresses, technology advances. This is especially true in the business
sector where new technologies can help businesses to be more efficient, productive and
profitable. Here are some of the key benefits of advanced technology in business: Technology
has always been important for businesses, but its importance has grown exponentially in recent
years. Technology is the application of scientific knowledge to practical purposes, and
businesses need to adopt new technologies to stay competitive. There are several reasons why
new technologies are so important for businesses.
1. Improved communication and collaboration: With technology such as email,
instant messaging, video conferencing and social media, businesses can communicate
and collaborate more easily and effectively than ever before. This can lead to better
decision-making, faster project completion and improved customer service.
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 2. Increased productivity: Technology can automate tasks and processes, freeing up
employees to focus on more important work. For example, online accounting software
can handle financial tasks quickly and accurately, while CRM (customer relationship
management) software can streamline sales and marketing processes.
3. Reduced costs: Technology can help businesses to save money in a number of ways,
from reducing travel costs to automating tasks that would otherwise need to be carried
out manually (and therefore taking up employees’ time).
4. Improved competitiveness: To keep up with the latest technology trends, businesses
can ensure that they are as competitive as possible. This could involve investing in new
hardware or software, or simply ensuring that employees are trained.
16(ii) One of your friends is going to appear in GD and he requires some tips from you. Examine
and suggest to him some important tips.
Ans. "Group Discussion", popularly labeled as GD, is a methodology used by an organization
to gauge whether the candidate has certain personality traits. GDs form an important part of
the short-listing process for recruitment or admission in a company or institution. In this
methodology, the group of candidates is given a topic or a situation, typically given some time
to think about the same, and then asked to discuss it among themselves for a specific duration
(which may vary from one organization to another).

Group Discussion: Do’s and Don’ts

Do’s Don’ts

 Address the group with dignity  Don’t be an impulsive

and respect
 Stick to the professional
etiquettes
 The first entry should be well-
planned
 Enter the discussion with a
strategic input
 Understand the difference
between initiating and
beginning the discussion
 Organise your thoughts before
speaking
 Be yourself
participant
 Don’t initiate a conversation
without solid planning
 Don’t repeat any point unless it
is highly required
 Don’t use a dominating tone
 Don’t take anything personally
 Don’t lose your cool
 Don’t object without a solid
reason
 Attributes such as arrogance,
overaggressive, loud, etc.
should be avoided

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  Be a good listener
 Put your views in an easy to
understand the language
 Be receptive to others’ thoughts
and opinions
 Establish eye contact with
others (key participants)
 Don’t overlook the passive
participants completely
 Strong voice, correct usage of
grammar, clear diction and good
language
 Constructive arguments
 Accept counter arguments
gracefully
 Be a good learner
 React to others in a positive
way and acknowledge the
preceding before putting forth
your opinion
 Show good interpersonal skills
 Give facts and figures to
support your viewpoint
 To conclude, sum up the
discussion with some key points
 Show a well-maintained
disposition
 Don’t carry negative energy or
attention
 Don’t show poor interpersonal
skills
 Don’t give all the attention to
the main participants. Give
equal attention to others as well
 Don’t deviate from the main
topic
 Don’t ask stupid questions
without a base
 Don’t get involved in cross
discussions if the main topic is
being discussed
 Don’t violate the essence of the
discussion
 Avoid futile discussions or
unnecessary arguments
 Don’t come to the discussion
with improper attire
 Don’t shout or scream to
provide your viewpoint
 Don’t over gesticulate
 Don’t interrupt others (their
private space) while making
your points
 Don’t breach the code of
conduct

17 Attempt any one question.

17(i) Evaluate the different types of business etiquettes.
Ans. Business etiquette refers to accepted rules for behavior and communication in a
professional environment. It affects relationships between coworkers, managers, and clients,
which can impact the health of an organization and its culture.
Categories of Business Etiquette

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 1) Business Meeting Etiquette: It refers to the behavior expected in workplace meetings.
 Always Be On Time; If Running Late, Apologize and Sit Down to Avoid Interrupting
the Flow of the Meeting
 Many Meeting Organizers Send a Meeting Agenda Beforehand to Help participants
prepare and Gauge Expectations; Go Prepared for the Meetings and Follow the Agenda
 Pay Attention to the Body Language; Whether Presenting or Attending a Meeting,
Avoid Creating Any Distractions.
2) Workplace Etiquette: Workplace etiquette is the foundation of professional success.
 Keep an Open Mind at Work; Be Flexible to New Ideas, Thoughts and Colleagues’
Diverse Perspectives.
 Understand the Workplace Culture and The Standard Codes of Conduct; Try Learning
About Existing Policies and Procedures.
 Don’t be quick to create judgements of Coworkers and Engage in Unpleasant
Discussions; Treat Everybody with Equal Importance and Respect.
3) Email Etiquette: Good email etiquette can improve professional relationships and
personal reputation. Here are some best practices to follow when writing professional
emails:
 Aim to Reply to Emails Within 24-48 Hours of Receiving Them; Don’t let the Other
Person Wait for the reply.
 Keep Emails Brief and Avoid Using Words That May Confuse or Upset the Reader
 Always Proofread Emails for Grammatical Errors Before Sending Them Out; It
Reflects Carelessness Otherwise
4) Telephone Etiquette: Phone etiquette is a way to showcase good manners and
properly represent oneself or business to others.
 Try Not to Speak Too Loudly or Too Softly; Ask Questions to Make Sure That one is
Audible
 Try to Answer the Calls Within Two-Three Rings; In Case the Call has been missed,
Immediately Ring Back
 If On a Conference Call and Not Speaking, Mute the speaker so That There Isn’t Any
Unnecessary Disturbance
17(ii) Write the importance of media management in business communication.
Ans. Media management is a term used for several related tasks throughout post-production.
In general, any task that relates to processing your media is media management. Media aims
at reaching out to well-defined target groups. Media coverage is one of the most effective tools
in an organization’s marketing arsenal. Whether promoting a new product or service, raising
awareness for a cause, or sharing important company news, media coverage can help spread

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 the word and reach key audiences. This includes Press releases, Press Conference, Media
Interviews, and Seminars.
1. Press Release: A press release is a formal announcement made by a business sharing
newsworthy information relating to its latest business development with the media and other
interested parties with the aim to generate press coverage.
 A formal announcement made by a business
 Sharing newsworthy information relating to business development
 Sending it to media and other interested parties
 Aiming to generate press coverage
2. Press Conference: A press conference is an event organized to officially distribute
information and answer questions from the media. Press conferences are also announced in
response to specific public relations issues.
 Respond to earnings, other news, or controversies
 Announce the departure or addition of a new executive
 Unveil a new production facility
 Announce the release of a new product or a merger or acquisition
3. Media Interviews: A media interview is a discussion involving questions and answers for
the purpose of broadcast. It is distinct from an informational interview (McLean, S., 2005),
where you might be asked questions to learn background on a story, but you will still need to
observe the three hallmark rules of interviews:
 Controversy (such as a staff departure), change (share price), something apart from the
norm (performance relative to industry), human interest (inspirational or emotional)
 News: something that has not been reported on previously
 Information with a fresh perspective
4. Seminars: Seminars, workshops and conferences hold great importance in corporate
learning. They are platforms not only to learn new aspects, others perspectives and latest
information, but also a good way of networking. There are many benefits which one get from
attending these first being confidence then networking, information and motivation.
18 Attempt any one question.
18(i) How to prepare agenda for meetings? Evaluate the various purposes for which meetings are
held.
Ans. Preparing agenda for meetings:
A meeting agenda serves as a structured roadmap for your meeting, detailing the topics and
activities planned. Its primary role is to provide meeting participants with a clear framework,
outlining the sequence of events, the leader for each agenda item, and the time allocated for
each task. By having this agenda as a guide both before and throughout the meeting, it helps

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to facilitate an efficient and productive flow of discussion. The following steps explains the
preparation of agenda for meeting:
1. Clarify meeting objectives - A well-defined goal also helps set the meeting's tone and
align everyone's expectations. This clarity leads to a more structured discussion and a more
productive meeting overall.
2. Invite participant input - Inviting input from participants before finalizing the agenda is a
critical step in creating a comprehensive and inclusive meeting plan. This involves reaching
out to potential attendees and asking if there's anything specific they would like to discuss or
add to the meeting agenda. Incorporating participant input not only makes the agenda more
comprehensive but also increases engagement.
3. Outline key questions for discussion - Making a list of important things to talk about is
important for keeping the meeting on track and focused. These questions serve as talking
points and a guide for the discussion, ensuring that all relevant topics are covered.
4. Define each task’s purpose - Each task or topic on the agenda should have a clearly
defined purpose. This transparency helps participants understand the importance of each
discussion point and how it relates to the overall goal of the meeting. Defining the purpose of
each task also helps prevent the meeting from going off track.
5. Allocate time for agenda items - Effective meeting management requires allotting time for
each item on the agenda. This includes determining the amount of time needed for each
meeting topic or task and scheduling the meeting appropriately.
6. Assign topic facilitators - Assigning facilitators for each topic on the agenda can greatly
enhance the effectiveness of the meeting. Facilitators should be chosen based on their
knowledge of the topic and their ability to manage group discussions. They should also be
briefed on their role and the expectations for the discussion.
7. Write the meeting agenda - The agenda should include the meeting’s goal, a list of topics
to be discussed with their purposes, time allocations, and assigned facilitators. This structure
provides a clear roadmap for the meeting, ensuring that all important points are covered.
Share the agenda with all participants well in advance of the meeting. This allows them to
prepare and ensures that everyone is on the same page.
The purposes of meeting in modern organization include the following:
 To reach a common decision/agreement
 To solve a problem
 To understand a situation, exchange ideas and experiences
 To inform, explain, present ideas
 To give and get feedback on new ideas
 To give training

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  To plan and prepare for action
 To resolve differences and misunderstandings
 To generate enthusiasm and seek cooperation
 To review past performance and evaluate it
 To create a feeling of continuity and solidarity in a body’s working.
18(ii) What do you mean by conference and workshop in communication? Analyze their usability
and effectiveness.
Ans. A conference is a formal event that usually takes place over several days and mostly
occurs on annual basis. Conferences gather people of common interests and are typically
organized for business, academic or political purposes. Conferences are usually paid, closed
to the public and are dictated by one-way communication where experts do most of the
speaking.
Usability and Effectiveness-
 Networking Opportunities: Conferences bring together professionals from diverse
backgrounds, allowing for not only valuable peer-to-peer networking but also
interactions with potential clients, partners, and industry leaders. These connections
can lead to long-lasting collaborations and opportunities for business growth.
 Knowledge Exchange: Conferences encompass a wide range of formats, including
keynote speeches, panel discussions, and interactive workshops. This diverse array of
sessions ensures that attendees can access a broad spectrum of industry knowledge,
from emerging trends and best practices to innovative solutions and case studies.
 Business Development Opportunities: Attending conferences provides a unique
chance to showcase products or services to a targeted and engaged audience. Whether
through exhibitor booths, product demos, or sponsored sessions, businesses can
capture the attention of potential clients, investors, or customers, ultimately
translating into business expansion and increased revenue.
 Innovation and Inspiration: Conferences are often platforms for pioneers in the field
to share their insights and success stories. These inspirational talks can ignite
creativity and ambition among attendees, prompting them to explore new ideas,
experiment with innovative approaches, and drive positive change within their
organizations.
 Staying Informed: Conferences offer access to the latest industry research, market
intelligence, and regulatory updates. This knowledge equips businesses with the
information they need to make informed decisions and adapt to evolving
circumstances.

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  Brand Building and Reputation - Strategic participation in conferences, whether
through sponsorships or speaking engagements, can position a company as an
industry authority. Building a strong presence at conferences enhances brand
recognition, instills trust among stakeholders, and solidifies a positive reputation
within the market, ultimately attracting new opportunities and clients.
A seminar may be defined as “a discussion in a small group in which the result of research or
advance study is presented through oral or written reports.” Seminar is simply group
communication in which open person makes a presentation or speech on a topic by
highlighting it contents in the light of present and pressing problems. This presentation or
speech is followed by questions and expect comments from the audience. Seminar helps
bring expert in a particular subject together to present their experiences and views. There is a
meaningful discussion on the papers, presented, their summaries and recommendations, if
any, of these papers are published in the form of a report for wider circulation.
Usability and Effectiveness-
 Learn New Skills: Seminars are full of new knowledge and insight. Individuals can
use the time to learn a new skill or develop and grow their current skills. Seminars
provide individuals with information that can not be found in books or online. These
seminars provide formal training and an overview of a topic that might be unfamiliar.
 Stay up-to-date on the Latest Trends: Staying up to date in a field is of utmost
importance for employees in all fields. Seminars provide a platform for participants
to learn from experts as they explain valuable information to them. The seminars will
provide the target audience with insights and practical steps for improving their
skills. These seminars ensure that no professional is left behind.
 Network with Other Professionals: In most fields, the professionals are alone with
little support. A seminar is a great place to meet new people and find solutions to
professional problems that individuals face daily. Simply talking to others in a
professional field, new ideas, solutions, and topics come to light.
 Get Inspired: A seminar is a perfect location to gain motivation for new ideas and
information. Not only will the participants find what they need at seminars in the
form of information, but innovation and creativity will bloom from it. Attendees will
be inspired to pursue the change or adapt and change their current ways. The seminar
opens ideas that will come to light only at a later stage.

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