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in

2019QUESTIONPAPER

SECTION-A

a.Givethemeaningofemotionalintelligence.

Ans:Emotionalintelligenceistheabilitytoidentify,use,understandandmanageemotionsinapositive
waystorelievestress,communicateeffectively,empathizewithothers,overcomechallengesand defuseconflict.

b.Statetwobenefitsofgrapevinecommunication.

Ans:Advantagesofinformalcommunication

I. Interpret:Theinformationisgivenbythetoplevelmanagementundertheformalsystem.Itis
easyfortheemployeestotaketheexplanationbyinformalsystem,sothissystemplaysavital
roletocompletetheworkproperly.

II. Presentgrievance:Undertheinformalsystemtheemployeesdisclosetheirneeds,sentiment
andtheiremotionstoothersauthoritywithoutfeelinganyhesitation.

III. Flexibility:Informalcommunicationismoreflexiblethanformalcommunicationbecauseitis
freefromalltypesofformalities.

c.Differentiatebetweenhearingandlistening.

Ans:
Hearing Listening

1.Heatingismerelytheabilityofeartosens 1.Listeningismoreofconsciousefforttointe
esoundsaroundone rpret the sounds,
requiringconcentrationofmind

2.Non- 2.Listeningisvoluntary,ittakesintentionan
selectiveandinvoluntaryprocessforanyon dattention
ethatcanhear

3.Easy,physicalandpassiveprocess 3.Activementalprocess,attempttomakem
eaningofwhatwehear

4.Hearingwhenthesoundreachesyourear 4.Itisawhenitreachesyourbrain.
s
d.WhatisNetiquette?Specifyanyoneguidelinethatmustbefollowedwhenusinginternet.

Ans: Netiquetterepresentstheimportanceofpropermannerandbehavioronline. Ingeneral,

netiquetteisthesetofprofessionalandsocialentiquetterpracticedandadvocatedinelectronic

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communicationoveranycomputernetwork.Commonguidelinesincludebeingcourteousandprecise
andavoidingcyclebullying.

e.Whatisdefamation?

Ans:Defamationisafalseandunprivilegedstatementoffactthatisharmfultosomeone’sreputation,
andpublishedwithfaultmeaningasaresultofnegligenceormalicestalelawsoftendefinedefamation
inspecificwayslibelisawrittendefamation.

f.Specifyfourreasonsforcommunicationgapinorganization

Ans:

⮚ generationgap

⮚ Anger

⮚ Wontunderstand

⮚ Communicationismorethantalking

g.ExpandGPS,GSM,WLAN,CDMA

Ans:GPS-GlobalPositioningSystem

GSM-GlobalSystemforMobile

WLAN-WirelessLocalAreaNetwork

CDMA-CodeDivisionMultipleAccess
h.Whatisstatutoryreport?

Ans:Itisthemandatorysubmissionoffinancialandnon-financialinformationtoagovernmentagency
inmanycountries,internationalfinancialreportingstandards(IFRS) hasreplacedcountry-specific
generallyacceptedaccountingprinciplesforstatutoryreporting.

i.Whatisgestures?Statetwoexamples.

Ans:Amovementofpartofbody,especiallyahandorthehead,toexpressanideaormeaning.

Thedefinitionofagestureinanexpressivemovementofthebodyorsomethingthatissaidordoneto show
afeeling.

Ex:Agestureisawave.Acardforsomeonewhoisverysickisanexampleofagesture

Wavingtoafriendwouldbeanintentionalmethodofsayinghello.

j.Definenegotiation.

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Ans:Anegotiationisthestrategicdiscussionthatresolvesanissueinawaythatbothpartiesfind
acceptable.Inanegotiationeachpartytriestopersuadetheothertoagreewithhisorhepointofview.
Bynegotiating,allinvolvedpartiestrytoavoidarguingbutagreetoreachsomeformofcompromise.

SECTION-B

2.Amajorityofthebooksthatyouhadorderedforyourinstitutionhavebeenreceivedinadamaged
condition.Draftasuitablecomplaintlettertoyoursupplier.

3.HowisGroupDiscussionabettertechniquethaninterviewsforselectingamarketingpostapplicant?

Ans:GroupDiscussion:Itisagroupofindividualswithsimilarinterestwhogatherwitherformallyor
informallytobringupideas,solveproblemorgivecomments.Themainapproachesareinperson,via
conferencecallatwebsite.

∙ Betterunderstandingofthesubject: Groupdiscussionoffersagreatopportunitytothe
discussantstotakeadeepdiveintothesubject,andunderstanditprofoundly.Itexpandsthe
horizonofknowledgeandlearning.Inaddition,itextendsachancetotheparticipantsto
improvetheirabilitytothinkcriticallyanddeveloptheiranalyticalskillsandidentifytheirskills.

∙ Solveproblems:SinceGDbringstogetheragroupofpeopleholdingdiverseopinions,italso
perceivedaoneofthesoughtofwaystoarriveatsolutiontoproblemsbecauseofthefact
peoplebringinawiderangeofinsights,GDhelpsinchangingthethoughtprocessfrom a
narrowtoawiderview,therebypavingthewaytosolutions.
 ∙ Improvelisteningskillsandconfidence:SinceGDnecessitatethecontributionofideasand
thoughtstheparticipantsarerequiredtobelistenkeenlytoothersobservations.Inthissense,
groupdiscussionsareafantasticwaytoenhancelisteningskills,andalsoboosttheconfidence
ofspeakersbyengagingthemandencouragethemtoexpresstheirthoughts.

∙ Enhancecommunicationandinterpersonalskills: While oneaspectofGD’sisthatif

encouragespeopletosharetheirknowledge,theotherimportantaspectisthatifgivesan
opportunitytopeopletobuildtheircommunicationskills.Theparticipants,intheprocess,learn
howtoexpresstheirideaswhilealsorespectingviewpointsofothers.Thisinturncontributes
tothedevelopmentofinterpersonalskillsamongthepeergroup.

∙ Teambuildingexercise:GD’shelpindevelopingteamworkandleadershipattributedinpeople,
whichareextremelyimportantinthecurrentcontext.Workinginagrouphelpsthemincrease
toleranceandrespecttowardsothers,andalsohowtounanimouslyarriveatconclusions.

4.Distinguishbetweena)OralandWrittencommunication&b)SignsandSignals Ans:

Basis Oralcommunication Writtencommunication

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Meaning Exchangeofideas,information Interchangeofmessageopinion
andmessagethroughspoken sand information in written or
wordsinoralcommunication printed form is
writtencommunication

Whatisit? Communicationwiththehelpo Communicationwiththehelpoft

fwordsofmouth ext

Literacy Notrequiredatall Necessaryforcommunication

Transmissionofmessage Speedy Slow

Proof Norecordofcommunicationist Properrecordsofcommunicatio

here narepresent

Feedback Immediate feedback can Feedbacktakentime

begiven

Revision Notpossible Possible

beforedeliveringtheme
ssage

Receiptofnonverbal Yes No

Probability Veryhigh Quiteless

ofmisunderstanding
Conclusion:Oralcommunicationisaninformalonewhichisnormallywuseinpersonalconversation
grouptalksetc.,writtencommunicationisformalcommunicationwhichisusedinschools,colleges,
businessworldetc.,
Sign Symbol

Asignisaformoflanguageinitsownrightanditisspe Symbolisaformoasignthatmayhavedeepmean
cifically meantto communicate ing. Itcanbeinterpretedindifferent
certaininformation signs are usually wayssinceitsmeaningmaynotbeuniversally
informativeregulatorywarningorprohibitoryasig shouldbydifferentpeople
nisoughttobefollowedasitis.

Asignisaformoflanguagethatisdescriptiveinnatur A symbolrepresents something that

eex:Roadsigns(Donotenter) areacceptedbycertainsubjectiveareas.Ex:ofas
ymbolcalledbealetterorlettersstandingforach
emicalelementoracharacterinmusicalnotatio
nsymbolforareligiouscutsorgroups

Asigncouldstandforsomethinganditmaybemand Mayonlytargetcertaingroupofpeople,maybei
atorytobefollowed nterpreteddifferentlybydifferentpeople
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Conclusion:Overandaboveitcanbeobservedthatbothasignandasymbolarenotsynonymousthe
maindifferencebetweenthetwoisthatasignisaformoflanguagethatdirectlycommunicationwith
thetargetedaudience.

Signcouldalsomeanausageofgesturestoconveyinformationorinstructions

Incontrastasymbolisaconventionalrepresentationofanobject,functionorprocess

5.WhyuseofFont,Colourandlayoutisimportantinthepresentation?

Ans:Whenitcomestodesignthereareafewbasicrulestofollow

∙ Simpleisgood

∙ Makeimportantinformationstandart

∙ Linethingsup

∙ Don’tmakeitcrowded

Thesedesignrulescanbefollowedforalldesign,buttheyareespeciallyimportantforscientificposters
wherealotofinformationneedstobefitintoasmallspace.Hereareguidelinesforspecificaspectsof yourdesign.

⮚ Background:Keepyourbackgroundnon-distractingwerecommendyoukeepthebackground
whiteorsomeotherlightcolor,withasuitablegradientasanoption.Youshouldavoidphotos,
bypatternsordistractingcolorsasitwilltakeawayfromyourcontent.Ifyouaregoingtousea
darkercolormakesureyourtextiswhitetokeepifreadable

⮚ Fonts:Theprimaryrulewithfontsforyourposteristomakesuretheyareeasytoredbeyond
thatit’suptoyourpersonaltaste.Agooddesignprincipletofollowistouseonefontfortittles
andheadingsandanotherfortherestofyourtext.Althoughyoumayalreadyhavesomegood
fontsonyourcomputerGooglefontshasaconstantlyincreasingcollectionofhighqualityfree fonts.

⮚ Colors:Usingcolorisaveryimportantaspectofposterdesign,colorsshouldcompareattention
andhighlightimportantinformationbutshouldnotbedistractingtotheviewer.It’sgenerallya
safebuttousethecolorsassociatedwithyourschoolororganizationbutthisistypicallynota
requirementifyouaregoingtopickyourowncolorswerecommendkeepingthem rather
naturalwithperhapsoneboldercolorausedspringly.Herearesomesimplecolorschemesto getyoustated.

⮚ Fontcolor:Chooseadarkcolorthatiseasytoreadlightcoloredtextevenonadarkbackground isdifferenttoread.

6.ListthesevenC’sneededforeffectivecommunication.ElaborateanytwoC’s. File Downloaded From

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Ans:Thereare7C’sofeffectivecommunicationwhichareapplicabletobothwrittenaswellasoral
communication.Theseareasfollows.

∙ Competence

∙ Conciseness

∙ Consideration

∙ Clarity

∙ Concreteness

∙ Courtesy

∙ Correctness
 ⮚ Competence:Thecommunicationmustbecomplete.Itshouldconveyallfactsrequiredbythe
audience.Thesenderofthemessagemusttakeintoconsiderationthereceivermindsetand
conveythemessageaccordinglycompletecommunicationalwaysgivesadditionalinformation
whereverrequireditleavesnoquestionsinthemindofreceiverandhelpsinbetterdecision making.

⮚ Conciseness:ItmeanscommunicatinginleastpossiblewordswithoutforgoingtheotherC’sof
communicationconcisenessisanecessityforeffectivecommunicationconcisecommunication
providesshortandessentialmessageinlimitedwordstotheaudienceitismoreappealingand
comprehensibletotheaudienceasonlythemainmessageinfocusedexcessiveandneedless
wordsareavoided.

⮚ Consideration:Effectivecommunicationmusttaketheaudienceintoconsiderationi.e.,the
audienceviewpointsbackgroundminseteducationlevelemotionsaswellasproblemsetc.,

⮚ Clarity:Itimpliesusingexactandappropriatewordstofocusonaspecificmessageforeasier
understanding.

⮚ Concreteness:Concretecommunicationissupportedwithspecificfactsandfigureswordsthat
arecleararenormisinterpreted

⮚ Courtesy:Itisshowingthesender’sexpressionaswellasrespecttothereceiverinthemessage

⮚ Correctness:Itisuseofappropriateandcorrectlanguagewithoutanygrammaticalerrors,
accuratefactsandfiguresincommunication.

7.Whatarethecausesandnervousnessduringmasscommunicationstateanyfourstrategiesto overcomeit.

Ans:

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⮚ Self-consciousnessinfrontoflargegroups: Thisisthemostfrequentlynamedreasonfor
performanceanxiety.Speechcoacheroftenhear“Iamfinetalkingtosmallgroupsbutwhenit’s
alargeaudienceIgetreallyanxious”.Twostrategieswillhelp

a.Rememberthatthepeopleinabigaudiencearethesameonesyoutalktoindividually

b.Concentrateonjusttalkingtothem,notpresentingyou’llbeatyourbest.

⮚ Fearofappearingnervous:Doyoufearthatyou’lllookfearful?Manyspeakersdo.It’seasy
thentobelievethatiftheaudienceseesthosenerves,they’llthinkyoudon’tknowyourtopic.
Butofcoursethetwoaren’tlinked. Whenyouseethataspeakerisnervousdon’tyou
 sympathize,ratherthanmakingajudgmentonthatperson’sprofessionalism?Ifanything,your
audiencewillextendyousympathynotresistance.

⮚ Concernthatothersarejudgingyou:Thetoughlovemessagehereisthatpeoplereallydon’t
careaboutyou.They’reintheaudiencetogetsomethingoutofyourlecture,presentationor speech.

⮚ Postfailures:Publicspeakinganxietyisoftenlearnedbehaviorthatisatsomepointinthepart
youfailedandtheseedofselfdoubtwasplanted.

⮚ Poororinsufficientpreparation:Ifyouhaven’tdoneyourhomework(includingknowingyour
audience).There’snoreasonyousharedsucceed.Blamenobodybutyourself.

⮚ Narcissism:ThisisthetoughestlovemessageIgivetoclientswithstagefrightindealingin
extremeselfconsciousnesswhilespeakinginnarcissistic.

⮚ Dissatisfactionwithyourabilities:thisisalegitimateconcernbutitsalsooneoftheearliestof
mutop10causestoremedyyoushouldfeeldissatisfiedifyourspeakingskillsarebelowpar

⮚ Discomfortwithyourownbody:Whyistthatwereallareeasephysicallywithfriendsbutself
consciousandawkwardinfrontofanaudienceifthat’syou,readthetipabovehavinga
conversationwithlisteners.

⮚ Poorbreathinghabits:Unlessyouhavetrainedasanactororsingeryouareprobablyunaware
ofhowtobreatheforsuchpublicspeakingrequiresmoreairthanvegetativebreathing

⮚ Comparingyourselftoothers: Yourjobisnevertobean“excellent” speakerit’stobe

interestingwhenyoudiscussyourtopicorpassionthat’sit.Thereallygoodnewsisthatnoone
intheentireuniversecandothataswellasyou.

SECTION-C

8.Explaintheprosandconsofusingtechnologyinbusiness.

Ans:Pros

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∙ Technologyincreasetheefficiencyofanytaskoractivity,makingitfaster

∙ Usingtechnologysavestimesandincreasestheefficiencyofthetasks
 ∙ Technologyhasimprovedcommunicationgloballyandenablesinstantconnect ∙

Technologyhelpsreducetheriskofcybercrimesbyusingartificialintelligence Cons:-

∙ Thedependabilityontechnologyhasincreasedthusmakingourlifesedentary ∙

Technologyleadstoashortageofhumanjobsasitreplacesthetaskofthehumans ∙

Technologyisnotsomethingthateverybodycanafforditisexpensive

∙ Theslightestmalfunctioninatechnologycanhaveabiggernegativeimpactonaprocess.

Prosoftechnologyinbusiness:

∙ Itincreasethemobilityofthebusiness:Thankstotechnologybusinesscanbeextremelymobile
todayscannersletcustomersandbusinessknowwhereshipmentsareinrealtimemobile
internetallowsemployeestoworkvirtuallyanywheremobilepaymenttechnologiesallowsmall
businesstoacceptcreditcardsdigitallywithoutaninvestmentintoadditionalequipment.

∙ Thereisanincreasedlevelofefficiencyaswell:Imagineaninfunctionalcompanyhavinga
meetingwithitsprimaryshareholdersfrom5differentcountriesjust20yearsago.Acentral
locationwouldneedtobechosen.Thoseinvolvedwouldneedtotraveltothatlocationthe
processcouldtakeweekstocompletewithmeetingandvideostreamingtechnologiestravelis
nolongerrequired.

∙ Communicationisimproved:Technologyallowspeopletospeakwithoneanotherinstantly
eveniftheyarehalfwayaroundtheworldsomeoneisSingaporecanchatwithsomeonein
settlewheneveritisconvenientforthem.Emailismakeitpossibletospendinformation instantly.

∙ Collaborationapportunitiesareincreased:Technologyalsoallowsworkerstoworktogetheron
documents,formatsandtasksinacollaborativewaywithoutneedingtoexrateitemsin triplicate
everyone can improve the same information simultaneouslywhich improves
productionandqualitybecausetherearen’tthesamereviewdelaysastherearewithmanual
formsanddocuments

∙ Includingtechnologymeanshiringnewspecialists:Newtechnologiesoftenrequireabusiness
tohirenewemployeestomanagethatupgradeifexistingworkerscanbetransitionedtothe
newtechtheymayneedtoreceivetrainingandupdatesaboutthebestpracticestouseit
properlyallofthistendstoaddevenmorecoststotheexperienceanditcanslowdownthe

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 implementationprocess

ConsofTechnologyBusiness:-

∙ Therearealwayscoststopay:Onceyouhaveinvestedintotechnologyyoumustkeepmaking
thatinvestmentafterallatandy386isnotgoingtoperformatthesamelevelasanHPinspire
tokeepmovingatthespeedofbusinessyoumustkeepmovingatthespeedofbusinessyou
mustkeepupgradingthetechyouhavetokeeppace.Itisimpossibletoinvestintechnologyas
doneanddoneprocess

∙ Therecanbelostproductivity:Ifacomputergoesdownandthatiswheretheworkisstored,
thenyousuddenlyhaveanemployeewhoisbeingpaidtoenonproductivethereisalsoa
certainlevelofenhancedresponsibilitywhichcomeswithtechnologytomanagepersonaltime
tomakesureproductivityismaximizedthereareissuedthatcanbeoutsideofthecontrolofthe business.

∙ Securityconcernedbecomeenhanced:Itisaloteasiertohackintoproprietaryinformationifa
businessisconnectedwithmoderntechnologythanitistograbsomepaperdocumentsemail
systemsmayincreasethespeedofcommunicationbesttheyalsoopenupanetworktoviruses
Trojanhorses,andothersoftwareorhardwareconcerns

∙ Itcancreateanatmosphereofdependency:Usingtechnologycancreateemployeeswhorely
heavilyonittogettheirworkdone.Oneskillisupgradedfortheemployeebutitcancomeat
theexpenseofotherskillslikepersonalinteractionssendinganIM oranemailtosomeoneis
verydifferentthanactuallyspeakingtothatpersonacrossadesk

∙ Teamandbecomeindividualislands:Technologyalsolendstoseparatecoworkersfromone
anotherbecausetheycanbesomobilethiscanmakeeachemployeefeelliketheyhavegotto
takeonmoretasksbecausetheyareunsureiftheirotherteammembersaregettingtheirwork
done.Itcancreatejustasmanycommunicationbarriersasitisabletotakedown.

∙ Itcreatesnew temptations: Technologycreatesasocialaccersthismakeittemptingfor

workerstospendtimeontheirfavoritesocialgamesorreviewingFacebookupdatesinsteadof
actuallydoingtheirworkitmayreduceworkplaceconversationsbutitcanincreasepersonal
textsandemails

∙ Conclusion:Theprosandconsoftechnologyinbusinessshowthatitisaprocesswhichmustbe
carefullymanagedandbudgetedfortobesuccessfulifthenegativescanbetakenintoaccount
beforetheimplementationprocessbeginstheexperiencehasagreaterchanceofsuccess.

9.Writenoteon

a)Brainstormingtechniqueofcreativity

b)Attributelistingtechniqueofcreativity
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Ans:a)Brainstormingtechniqueofcreativity:Brainstormingisagroupcreativitytechniquebywhich
aremadetofindaconclusionforaspecificproblem bygatheringalistofideasspontaneously
contributedbyitsmembers.

i. Mindmapping:Itisavisualtoolforenhancingthebrainstormingprocessinessenceyouare
drawingapictureoftherelationshipsamongandbetweenideas.

ii. ReverseBrainstorming:Ordinarybrainstormingaccessparticipantstosolveproblemsreverse
brainstormingalessparticipantstocomeupwithgreatwaystocauseaproblem

iii. Gapfilling:Startwithastatementofwhereyouarethenwriteastatementofwhereyouwould
liketobehowcanyoufillinthegaptogettoyourgoal?Yourparticipantswillrespondwitha
widerangeofanswersfromthegeneraltotheparticular

iv. Driversanalysis:Workwithyourgrouptodiscoverthedriversbehindtheproblem youare

addressingwhatisdrivingclientloyaltydownwhatisdrivingthecompetitionwhatisdrivinga
trendlowerproductivity

v. SWOTanalysis:Itidentifiesorganizationstrengths,weakness,opportunitiesandthreatsusullyit
isusedtodecidewhetherapotentialprojectorventureisworthunderstanding

vi. Thefivewhys:Anothertoolthatisoftenusedoutsideofbrainstormingthefivewhyscanalso
beeffectiveforgettingthoughtprocessesmovingforward

vii. Brainwriting:itisprocessinvolvehavingeachparticipantanonymasilywritedownideasonidex
cards.Theideascanthenberandomlysharedwithotherparticipantswhoaddtoorcritiquethe idea.

viii. Collabrativebrainwriting:Writeyourquestionorconcernonalargepieceofpaperandpastit
inapublicplaceaskteammemberstowriteorposttheirideaswhentheyareableoverthe courseofaweek

ix. Rolestroming:Askyourparticipantstoimaginethemselvesintheroleofapersonwhose
experiencerelatestoyourbrainstorminggoalactoutascenewithparticipantspretendingto
taketheotherspointofview

x. Reversethinking:Thiscreativeapproachasks“whatwouldsomeoneelsedoinoursituation?”
Thenimaginedoingtheoppositewoulditwork?Whyorwhynot?Doesthe“usual”approach
reallyworkwell,oraretherebetteroptions?

b)Attributeslisteningtechniqueofcreativity:Attributelistingisacreativetechniquewhichinvolves
breakingtheproblemintosmallerandsmallerpartsandlookingatalternativesolutionstotheseparts.

Attributeslistingisagoodtoolforincrementalinnovationsinaproduct/servicethistoolisgenerally
combinedwithothercreativitytoolslikereversaltechnique,analogicalreasoning,scamperwordpoetc.,
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Acustomersvaluepropositionisgreatlyimprovedbytheadditionofmanyminorinnovationsyieldinga
massivecompetitiveadvantage

Imaginedesigningapen.Thepenhasfollowingpartssuchasnib,cap,tip,barrel,refill,grip,dipother
thanthesepartattributeslikeshape,length,colourprintingandusedforwritingfocusononeattribute
atatimeandlookforalternativeEx:shapecanwechangethecircularshapetotriangular?

10.Explainthesourcesofconflictinorganization.howitcanbemanaged?

1.Structuralfactors:thereareeightstructuralaspectofanorganizationthatarelikelytocauseconflict.
Theyarespecialization,commonresources,goaldifferences,interdependence,authorityrelationship
Statedifference,jurisdictionalambiguity,androlesandexpectationlet’sexamineeachofthereinturn.

∙ Specialization

Employeeslearnedtobecomeeitherexpertsataparticularjobtasksandtoobtainageneralknowledge
ofmanytask.whenthemajorityofemployeesinanorganizationarespecialist,conflictmayarise
becauseworkershavelittleknowledgeoffoneanotherjobresponsibilities.

∙ .Commonresources:

inmanyworksituationweareobligedtoshareresources.Thesettheresourcesthegreaterthe
potentialforconflict.

∙ Goaldifferences

Sometimesgroupsaredepartmentintheorganizationhavedifferentandincapablegoals.Increasethe
chanceofemployeesexperiencingconflict.

∙ Interdependence:

Sometimesoneemployeemustdependonanothertocompleteatask.Whenworkersareinan
interdependencesituation,itiseasytoblameco-workersomethingyou.

∙ Authorityrelationship:

Oftenthereisunderlyingtensionbetweenmanagersandemployees.Thisisbecausemostpeopledo
notlikebeingtoldwhattodo.

∙ Statusdifferencesinmanyorganizationsmanagersaregrantedprivilegesdeniedtoother
employees.Forinstance,managersmanyenjoyflexiblehours,freepersonallong-distancecalls,
longerbreaks.

∙ Jurisdictionalambiguity:

jurisdictionambiguityoccurwhenthelinesofresponsibilitiesinanorganizationareuncertain.Whenit
isunclearwhodoeswhatemployeeshavealandingtopayunwantedtaskontothenotthepersons.

∙ Rolesandexpectations:

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Arolereferstobehaviorandactivitiesexpectedofanemployees.Everyemployeeplaysoneormore
roleswithintheorganization.

2.Personalfactor:

themostcommonpersonalfactorassociatedwithorganizationalconflictareskillsandabilities.
Personalityconflict,perception,diversity,personalproblems.Let’sseehoweachcanneedtoconflict.

∙ Skillsandabilities:

usuallythemembersofadepartmentorworkteamhavedifferentlevelofskillsandabilities.
Conflictcanresultwhenandexperienceemployeemustworkwithanovice whohasgood
theoreticalknowledgebutfewpracticalskills.

∙ Personalityconflict:personalityconflictarearealityinanygroupsitting,includingtheworkplace,
they’realwaysseemstobeatleastonecoworkerwhoisdifficulttogetalongwithoneofthe
mostdifficultpersonalitytraitsisobrasiveners.

∙ PerceptionsMuchorganizationalconflictstemsfrom thefactthatemployeesandmanagers
havedifferentperceptionsofsituations.

∙ Diversity:

acrosstheworldorganizationalWorkforceisbecomingincreasinglyhetrogeneous.Differences
inage,culturalbackground,ethics,valuescanbesourceofconflictamongemployees.

∙ Personalproblems:

whenwebringpersonalproblemstowork,ourperformancetendstosufferandwemayclash
withcoworkerswhoareobligedtopickupthestress.

Howitcanbemanaged

1.Understandandevaluatepeople’semotionalresponse:

whenemployeeshavestrongemotionalrelationstoyayworkplacedispute,didwhole
internaldefensemechanismMayreacttoafightorflightreaction,andtheirabilitytothink
andrewanwilltypicallytakessecondplace.
 2.Beselfaware:

Areyouaconflictavoideroraggressiveleader?beawareofwhoyouare?Howyoudeal
withconflictandsignificantimpactyouarehavingonthesituation.Noteveryonemay
respondwelltoyourstyleandtherewillbetimeswhereyoumayneedtoadoptand
demonstratebetterleadership.

3.Considertheviewsofallpartiesinvolved:

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nooneworkdobetoldtheyarewrong.Infactdialogueisoftenhaltedwhensomeoneis
madetobewrong.

4.Gettotheroofoftheissuesometimesaconflictisamanipulationofadeeperissue,either
atthemanagementlevelorontheground.Agreatresourcesisthe1981,classicblasting
bookgettingtoyes.

5.Acceptpeopleforwhotheyareandwhotheyarenotpeopleprocessinformationandmake
decisiondifferently,knowinghow your team membersapproachtheirworkprovide
invaluableunderstanding.

6.Implementregularfeedbackmeetingsconsiderimplementingweeklyopensessionsforthe
rolepurposeofbrainstormingwhatisworkingandwhatisnot.Thiswillbeallowyouto
addressissueswhentheyaresmallbeforetheyescalate.

7.Havetheteamcreateaconflictresolutionprotocolwhereeveryonebuyersin:

Peoplelendtoacceptwhattheyhelpedtocreate.Investingthetimetocreateaconflict
resolutionprotocolwillpayahugedividendinthelongrun.

11.Explainthevariousbarriersoforalcommunication

Ans:Oralcommunicationistheprocessofexpressinginformationorideasbywordofmouth.Learn
moreaboutthetypesandbenefitsoforalcommunicationandfindouthowyoucanimproveyourown
oralcommunicationabilities.

10barrierstoeffectiveoralcommunicationandperseceasion:

∙ Physicalandphysiologicalbarriers: Theseincludedistance,backgroundnoise,pooror
malfunctioningequipment,badhearing,pooreyesight,speechimpediments.

∙ Emotionalandculturalnoise:Emotionsandattitudesaffectobjectivelyasdothesterotypical
assumptionsthatpeoplemakeabouteachotherbasedonculturalbackground

∙ Language: Speakingdifferentlanguageshavingstrongaccents,usingslangorjargoncan
 frustratecommunicationandnegotiationefforts.

∙ Nothingorlittleincommon:Storiesandanccdotescanhelpgetapointacross,exceptwhenthe
audiencecannotretaketoanyofthesebecausetheydon’tshareacommonexperiencewiththe speaker.

∙ Lackofeyecontact:Notmakingeyecontactisasurewayofraisingdoubtinlistenersandlosing
theirattentionandmakingthemfeelsuspiciousofyou,nottomentioninvisible

∙ Informationoverloadandlackoffocus:Toomuchinformationcanconfuseyouraudienceand
evenmakethem wonderifyouareoverrihelmingthem withdetailstoavoidtellingthem

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somethingelsetheywouldratherknow

∙ Notbeingpreparedlackofcrediability:Ifyouarenotpreparedifyoutastethefactsifyourely
onyourpowerpointpresentationtoomuch,yourinstencewillnoticeandfeelletdowneven
disrespectedandtheywon’tbelieveyou

∙ Talkingtoomuch:Whenyoutalkyouarenotlisteningandyouneedtolistentothepeopleyou
areattemptingtopersude.

∙ Tyingtoohard,seemingdesperate:Whenyoutrytoohardtopersuadesomeoneyoumayseen
desperateanddesperationsmellslikemanipulationandturnspeopleoffbeforeyouareanatter
yournetdesperateword

∙ Lackofenthusiasm:Ifyoudon’tbelieveinyourposition,product,serviceorwhateveryouare
tryingtosell,theywon’tbelieveiniteither.

Conclusion:Thereforeasaresultofthis,oralcommunicationwilldependonmanyfactorwhich
willbeabletoaffectitinonewayorthedependingontheaccompany,ageandthepopulance
ofthesaidaudiencestudentsorclientsthereforeforeffectivedeliveranceoneshouldconsider
thefactorsinwhichshallconsiderasuccessattheendespeciallyinthetactingandlearning environment

12.Explainthecharacteristicsofsuccessfulteams.Statetheadvantagesanddisadvantagesofteams

Ans: Ahighperformanceteam canbedefinedasagroupofpeoplewithspecificrolesand

complementarytalentsandskills,alignedwithandcommittedtoacommonpurposewhoconsistently
showhighlevelsofcollaborationandinnovation,producesuperiorresultsandextinguishradicalor
extremeopinionsthatcouldbe.

Characteristicsofsuccessfulteams:
 ∙ Cleargoals:Highperformingteamshavebothaclearunderstandingoftheirgoalandabelief
thatachievingitwillproduceanimportantresult.

∙ Relevantskills:Effectiveteamsarecomposedofcompetentindividualstheirmemberspossess
bothtechnicalandinterpersonalskills

∙ Mutualtrust:Effectiveteamsarecharacterizedbyhighmutualtrustmembersbelieveinone
anotherintegritycharacterandability

∙ Unifiedcommitment: Membersexhibitintenseloyaltytotheteam theyarewillingtodo

anythingthathastobedonetohelptheirteamsucceed.

∙ Goodcommunication:Teammemberscontinuallytrytolistenandshowinterestinwhatothers
sayandfeelgoodcommunicationisalsocharacterizedbycontinuousfeedbackfrom team
membersandmergers

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∙ Conflictmanagement:Effectiveteamsarewillingtosurfaceandaddressconflictuntilitis
resolvedormanagedeffectively

Advantagesofworkinginateam

⮚ Divisionofwork:Oneofthebiggestadvantagesofworkinginateamisthatthereismost
oftenanequaldivisionoflaboursoinsteadofhavingtolookintoalltheaspectsofa
projectsindividually,eachpersonmerelyhastodualwithoneaspectofit.

⮚ Sharedresponsibilitywhenthingsgowrong:Ifforsomereasontheprojectfailsthena goodteam
willstandbyoneanothersuchthattheycanjointlytakeresponsibilityand shouldertheblame

⮚ Gaininganewperspective:Oneofthemainadvantageofworkinginateamisthatyou
canlearntolookatthingsfromanentirelynewperspectiveovertheyearsyoumightbe
usedtodoingthingsinaparticularmannerbutwhenyouworkinateamthenyougetto observehowotherpeoplework

⮚ Improvescommunicationskills:Foranyteamprojecttobeasuccessitisvitalthateach
teammembercommunicatesandconsultswiththerestofthegroupsuchthatnoonefeels
inthedarkaboutanydecisionmadeandthateveryoneisinagreement

⮚ Yougettoplaytoyourstrengths:Sincethereisadivisionofworkinateameachmember
canfocusonwhateveraspectoftheprojectwhicheachindividualbelievesthatheorshe canhandle
Disadvantagesofworkinginateam

⮚ Indulgingintheblamegamewhenthingsgowrong:Intimesofcrisis,itiseasiestfor
theteammemberstopointafingeratsomeoneelseandindulgeintheblamegame
sincethereismorecollectiveratherthanindividualresponsibilityinvolvedinateam
projectitisoftendifficulttotellwherethingswentwrong

⮚ Unequalinvolvementandparticipationofdifferentmembers:Itischallengingtowork
inateamwheneveryonedoesnotputinhisorherbuteffortstherearetwokindsof
peoplewhileworkinginagroupthosethatworktirelesslytogetthingsdoneandthen
therearethosethatarelaidbackanddon’tadheretoanydeadlines

⮚ Clashofideas:Thingscangoincrediblywrongorevenfallapartwhenthereisagreat
dealdifferenceintheworkingmethodsofdifferentindividuals

⮚ Oneteam membersdesiretooutshinetherest: Whenworkinginateam itis

importantforeachmembertohaveteam spirititbecomescomplicatedwhenone
memberhastheburningdesiretooutshinetheothermembersoftheteam

⮚ Youmighthavetodealwithanoverbearingteamleader:Oneofthemostcommon File Downloaded

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disadvantagesofworkinginateamisthatyoumighthavetodealwithanoverbearing
andauthoritativeleaderthatisunwillingtolistentoyourpointofvieworideas

Conclusion:Ineverfoundaprofessionalenvironmentthatmadetheproductionof
playsefficientteamworkisdemandedbutthereareveryfewteams.
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