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COURSE CODE: BDKO1103 COURSE NAME: BASIC INTERPERSONAL COOMUNICATION JAN 2011 FINAL EXAMINATION SUGGESTED SOLUTION

5 SHORT QUESTIONS BAHAGIAN A


QUESTION 1 Reference: Answer: Chap 8 Sec 8.2.2 pg 155 Definition: Rites are planned sets of activities that bring together aspects of cultural ideology in a single event in an organisation. Rites of passage are used to mark entry into different levels in organisations. Example: Rites of integration affirm and enhance the sense of community in an organisation such as family day, annual dinner, holiday parties, annual picnics, and graduation ceremonies at campuses.

Marks allocation:

2m for definition + 2m for example of rites = 4m [Total: 4 marks]

QUESTION 2

Reference: Answer:

Ch5, Section 5.4.7 pg 92


Vocal cues that accompany spoken language are called paralanguage. Paralanguage includes: 1. Pitch Pitch refers to the highness or lowness of the voice. 2. Volume Volume or degree of loudness frequently reflects emotional intensity. Loud people are often perceived as aggressive or overbearing. Soft spoken people are often perceived as timid or polite. 3. Rate The rate or speed, at which we speak, is also important. A person who speaks quickly may communicate a message that is different from another person who speaks slowly.

4. Silence Silence, the absence of both paralinguistic and verbal cues, also serves important communicative functions. Silence communicates just as in verbal communication.

Marks allocation:

1m x 4 paralanguage = 4m
[Total: 4 marks]

QUESTION 3

Reference: Answer:

Ch3, Section 3.4.2 pg 51


Preoccupation One of the most common hindrances to listening is preoccupation. When we are absorbed in our thoughts and concerns, we cannot focus on what someone else is saying. When we are preoccupied with our thoughts, we are not mindful. Prejudgements A second internal obstacle to good listening is the tendency to prejudge others or their ideas. Sometimes we think we already know what someone will say, so we do not listen carefully. In other cases we decide in advance that others have nothing to offer us, so we tune them out. We also make prejudgements when we mind-read. This happens when we assume we know what another feels, thinks, and is going to say, and we then fit their message into our preconceptions.

Marks allocation:

2m for each type = 4m

[Total: 4 marks] QUESTION 4

Reference: Answer:

Ch 10 Section 10.5 pg 197


Two approaches to ethical issues across cultures: (a) Ethical universalism a single ethical code which everybody should follow that connects to individualism. (b) Ethical empiricism behaviour which is related to the group and your responsibilities to it; so you maintain a higher standard of ethical behaviour with in-group members. You have different standards for the different groups you interact with. This also extends to different cultures. This view easily comes across as patronising, unprincipled, and ethically suspect.

Marks allocation:

2m for every approach = 4m

[Total: 4 marks]

QUESTION 5

Reference: Answer:

Ch7 Section7.2 pg 120-121


2 types of group: Delphi method In the delphi method, a group of experts are established, but there is no interaction among them. Instead, they communicate by repeatedly responding to questionnaires. The method is especially useful when you want to involve people who are geographically distant from each other and when you want all members to uphold the solution. Quality Circles A quality circle includes three or more people who are employed in different areas of an organisation and who work together to improve quality in the organisation. Originally, quality circles were part of total quality management, a system that calls for intensive teamwork and highly participative work structures to maximise the quality of an organisations output.

Marks allocation:

2m for each type = 4m


[Total: 4 marks]

BAHAGIAN B
QUESTION 1a

Reference: Answer:

Chapter 1, Section 1.6, page 17-18


i. Interpersonal Communication is a Transactional Process

When we call communication process, we mean all its elements constantly interact with and affect each other. It is an ongoing and dynamic process. It is hard to tell when communication starts and stops because what happened before we talk to someone may influence our interaction, and what occurs in a particular encounter may affect the future. All communication elements are interdependent. Due to its interdependency, a change in any one element causes changes in the others. ii. Interpersonal Communication is Unrepeatable, Irreversible, and Inevitable.

It cannot be prevented (is inevitable), cannot be reversed (is irreversible), and cannot be repeated (is unrepeatable). When in an interactional situation, you cannot be uncommunicative Interpersonal communication is irreversible. What you have remains communicated;

you cannot uncommunicate. In interpersonal communication, you cannot repeat exactly a specific message. The reason is simple; everyone and everything are constantly changing.

Marks allocation:

4m for points discussed in each number (i and ii) + 1m for example = 5m *Examiners required using their own judgment when awarding marks. 5m X 2 = 10m

QUESTION 1b

Reference: Answer:

Chapter 1, Section 1.7 page 16-17


Strategy 1: Avoid and Negotiate The strategy involves withdrawing physically or psychologically. In this case, a person deals with the arguments or problems instead of avoiding the issues. Avoid statements or actions and take responsibility for your thoughts and feelings. Negotiation or a win-win solution is more effective in interpersonal relationships. Strategy 2: Focus on Issues, Not Personalities When confronted with conflict, most people refuse to deal with issues but instead force their position on others. This technique is commonly used in interpersonal relationships. It involves emotional and physical force at times. Focus on the conflict rather than on personalities or issues that happened in the past. Strategy 3: Attack or Accept Attack or acceptance is a common strategy in resolving conflicts. The art of attacking comes in many forms of personal rejection in his or her favour. However, acceptance such as expressing positive feelings can sustain a relationship for a longer time. Strategy 4: Be Mindful and Flexible Mindfulness is a state in which you are aware of the situation, the logic and rationality of your behaviour. Being open in discussions or negotiations to different points of views or perspectives are examples of how to handle conflict mindfully. By being flexible, you will be able to respond differently depending on the specific situation.

Marks allocation:

4m for points discussed in any 2 strategies + 1m for example = 5m *Examiners required to use their own judgment when awarding marks. 5m X 2 strategies = 10m

[Total: 20 marks]

QUESTION 2a

Reference: Answer:

Chapter 4, Section 4.3, page 61-63


Principle 1: Interpretation Creates Meaning Interpretation is an active, creative process we use to make sense of experiences in any communication context. Although we are usually not conscious of the effort we invest in interpreting words, we continuously engage in the process of constructing meanings. When somebody says Get real, you have to think about the comment and the person who made it to decide whether it is an insult, a friendly needling, or a colloquial way to say that you are out of line. Principle 2: Messages are Rule-Based Language is not only learnt through a set of but we learn rules that allow us to generate complex and interrelated, which allow us language, combine sounds into words and sense in interaction. Principle 3: Punctuation Affects Meaning We use punctuation in communication to interpret meaning. In interpersonal communication, punctuation is mentally marking beginnings and endings of particular interactions to assign meaning to them. To determine what communication means, we must establish its boundaries. Usually this involves deciding who started the interaction. When we do not agree on punctuation, problems may arise. It is useful to understand that people do not always agree on punctuation. When they punctuate differently, they ascribe different meanings to what is happening between them. specific word combinations meanings. These rules are to understand sounds of form sentences that make

Marks allocation:

4m for points discussed in any 2 principles + 1m for example = 5m. *Examiners required using their own judgment when awarding marks. 5m X 2 principles = 10m

QUESTION 2b

Reference: Answer:

Chap 5, Section 5.3, page 70-72


Function 1: Message Reinforcement or Complementation Non-verbal cues reinforce the verbal message by adding redundancy. Function 2: Message Negation Non-verbal cues can sometimes contradict verbal messages. Such a message is contradicted or cancelled by the communicators nonverbal cues. The interaction represents a double message as the non-verbal

cues and the words spoken are at odds with each other. Function 3: Substituting Verbal Behaviour Non-verbal cues can substitute or replace verbal cues. Pointing at a person can single someone out. Another hand gesture lets everyone know you are OK or doing just fine. Function 4: Message Accentuation or Intensification Non-verbal cues can also be used to intensify parts of a verbal message. The voice of a speaker or the slowing down of speech stresses the meaning or importance of keywords. Function 5: Message Regulation Non-verbal cues help regulate the back-and-forth flow of person-toperson interaction. We modulate conversational turn taking with nonverbal cues through facial expression, eye contact, body gestures, posture, and tone of voice. We also send signals that we have completed talking or indicate who should start next. Function 6: Deceiving Messages Non-verbal cues can create false impressions or convey incorrect information about someone or an act. A person may purposely mislead others by doing so. A person may try to portray a happy facade when in fact he is suffering from frustration.

Marks allocation:

2m for points discussed in any 5 functions = 2m. *Examiners required using their own judgment when awarding marks. 2m X 5 functions = 10m [Total: 20 marks]

QUESTION 3a

Reference: Answer:

Chap 7, Section 7.4.2, Page 116


Disadvantages of group problem-solving and decision-making: (a) When we are working with a number of other people, it sometimes becomes very tempting to let someone else handle the duties and responsibilities. A lazy group member (freerider) can maintain a low profile and simply coast along on the efforts of others. (b) Personal goals sometimes conflict with group goals. As a result, people may try to use the group to achieve self-oriented objectives that might interfere with or even sabotage group objectives. (c) The decision-making, problem-solving process may be dominated by a few forceful, persistent members who do not take the time to ensure that all members have a chance to speak and be heard.

(d) Certain people who are set on having their ideas and only their ideas accepted may be unwilling to compromise. When this happens, the group decision-making machinery breaks down, and frequently, no solution can be agreed on. In other words, the group becomes deadlocked. (e) The decisions reached and the actions taken after a group decisions are often riskier than the individuals would have made or the actions individuals would have taken. (f) It often takes longer to reach a group solution than an individual decision. In business and industry, where time is frequently equated with money, the group can be a costly tool.

Marks allocation:

2m for points discussed in any 4 disadvantages +0 .5m for example = 2.5m. *Examiners required using their own judgment when awarding marks. 2.5m X 4 disadvantages = 10m

QUESTION 3b

Reference:
Answer:

Chap 7, Sec 7.1 page 107


Phase 1: Forming The initial stage of group life in which members define a purpose and get acquainted. Phase 2:Storming This is typically marked by conflict about goals, personalities, information, and so forth. Members may also struggle for power. Phase 3:Norming This is a phase in which members work out guidelines, rules and roles to regulate how they interact. Phase 4:Performing This exists when members settle down

Marks allocation:

2m for points discussed in each phase + .5m for examples= 2.5m. *Examiners required using their own judgment when awarding marks. 2.5m X 4 phases = 10m

[Total: 20 marks]

QUESTION 4a

Reference: Answer:

Chap 10, Sect 10.3, page 165-167


Area 1: Technology Internet has changed the nature of communication. Virtual communities are becoming more and more widened. The Internet or network of networks introduced us to different people from different places and different cultures into the cyber world. Simultaneously, it also brings diversity and culture into human lives. Netizens from all around the world network, share and compare their life experiences, seek advice and share success stories online. Thus, we have to be aware that messages posted online have consequence just as they do when delivered face-to-face. Area 2: Stereotypes One group often forms a mental picture of the main characteristics of another group, creating ideas of what people in this group are like, and these are called stereotypes. They influences the way members of the first group interact with members of the second. All cultures have stereotypes encountered. about other cultures they have

Stereotyping is a barrier to communication in international relations; political, economic, and social. Area 3: Timing Time is also related to diverse cultures of the world and it does affect how they communicate. The language of time is based on cultural factors that are often misunderstood by others. Area 4: Personal Space Space operates as a language just as time does. By observing the behaviour of others, you can gain some idea of their concept of personal territory, which can assist you in your attempts to communicate interpersonally.

Marks allocation:

2m for points discussed in each area + .5m for examples= 2.5m. *Examiners required using their own judgment when awarding marks. 2.5m X 4 areas = 10m

QUESTION 4b

Reference: Answer:

Chap 10, Sect 10.4, page


Guide 1: Resist Ethnocentric Bias Ethnocentrism is the tendency to regard ourselves and our way of life as superior to other people and other ways of life. Ethnocentrism encourages negative judgments of anything that differs from our own ways. In an extreme form, ethnocentrism can lead one group of people to think that they have the right to dominate and exploit other groups. Guide 2: Acknowledge Differences among Cultures Interpreting cultural variations means learning to appreciate the differences between individualism and collectivism or between lowcontext and high-context communication culture. Guide 3: Acknowledge Differences among Cultures The relationships and lessons taught by culture influence our communication style. Interpreting cultural variations means learning to appreciate the differences between individualism and collectivism or between low-context and high-context communication culture. Guide 4: Acknowledge Differences among Cultures The more knowledgeable we are of other cultures, the more we can reduce the personal biases and prejudices. Guide 5: Recognise the Differences in Meaning Meaning exists not in words but in people even though the same word is used, its meanings will vary greatly depending on the listeners cultural definitions. Guide 6: Follow Cultural Rules and Customs As we know, each culture has its own rules for communicating. These rules identify what is appropriate and what is inappropriate. For an effective communication encounter, it is important to familiarise yourself with the communication rules and preferences of members of different cultures. Guide 7: Patience with Yourself and the Other Person By being patient, making sure that all questions are understood and answered, we are more likely to make the conversation more meaningful and consequently build positive relationships.

Marks allocation:

2m for points discussed in any 4 guides + .5m for examples= 2.5m. *Examiners required using their own judgment when awarding marks. 2.5m X 4 guides = 10m

[Total: 20 marks]

BAHAGIAN C
QUESTION 1

Reference: Answer:

Chapter 8, Section 8.3, page 141-142


Challenge 1: Communicating Amid Advancing Technology The Internet, e-mail, voice mail, faxes, pagers, and other wireless devices have revolutionised the way people communicate and how work is done. The challenge is to prepare a worker that is able to use the information received, retrieve and manipulate the use of technology in order to be a knowledge worker Challenge 2: Perceptual Differences Even in your own culture, you and your receiver may differ in age, education, social status, economic position, religion, and life experience. Differences as such increase the complexity of encoding and decoding a message. Challenge 3: Restrictive Environments Restrictive organisational structures and management block effective communication. Formal channel tends to cause distortion, as each link in the communication channel holds the potential for misinterpretation. Challenge 4: Distractions Communication barriers are often physical in nature. Distractions appear in the form poor infrastructure, bad connections, poor language use, poor listening skills or environmental factors (noise). Challenge 5: Deceptive Tactics Some business communicators try to manipulate their receivers by using deceptive tactics. Messages sent may be exaggerated, for example by quoting inaccurate statistics or hiding negative information behind an optimistic attitude. Some may state opinions as facts, leave out crucial information, or portray graphic data unfairly. Some may even allow personal preferences to influence their own perception and the perception of others.

Marks allocation:

4m for points discussed in each challenge + 1m for example that relate to Malaysias business environment = 5m *Examiners required to use their own judgment when awarding marks. 5m X 4 challenges = 20m

[Total: 20 marks]

QUESTION 2

Reference: Answer:

Chapter 8, Section 8.2.2, page 136-141


Four structures: (i) Roles Roles are responsibilities and behaviours expected of people because of their specific positions in an organisation. Most organisations formally define roles in job descriptions. The critical quality of a role in an organisational context is that it is not tied to any particular person. Rather, a role is a set of functions and responsibilities that could be performed by any number of people who have particular talents, experiences, and other relevant qualifications. (ii) Rules Rules are patterns of communication in organisational contexts, just as they are in other settings of interaction. As in other contexts, organisational rules may be formal (in the contract or organisational chart) or informal (norms for interaction). Within organisations, constitutive rules specify what various kinds of communication symbolise. Regulative rules specify when, where, and with whom communication should occur. Organisational charts formalise regulative rules by showing who reports to whom. (iii) Policies Policies are formal statements of code of practices that reflect the overall regulations and culture of an organisation. Consistent with the organisational identity reflected in that mission statement, we have policies that require teaching evaluations and policies that tie good teaching performance to tenure, promotion, and raises. Most organisations codify policies governing such aspects of work life as hiring, promotion, benefits, grievances, and medical leave. The policies among organisations differ in ways that reflect the distinct cultures of diverse work environments. (iv) Communication Networks Formal networks provide the order necessary for organisations to operate. They define lines of: upward communication (subordinates to superiors; providing feedback, reporting results) downward communication (superiors to subordinates; giving orders, establishing policies); and Horizontal communication (peer to peer; coordinating among departments). The other form of network such as friendships, alliances and casual conversations are part of the informal network through which information flows.

Communication outside the formal channels of an organisation is sometimes called the grapevine, a term that suggests their free-flowing style of communication in an organisation.

Marks allocation:

4m for points discussed in each structure + 1m for example that relate to Malaysias business environment = 5m *Examiners required to use their own judgment when awarding marks. 5m X 4 structures = 20m

[Total: 20 marks]

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