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Submitted By: Satish Patil Roll Number: 521053391 Learning Center: 01736

CANDIDATE NAME: Satish Patil

ROLL NUMBER: 521053391

LEARNING CENTER: 01736

COURSE: Master of Business Administration

SEMISTER: I

SUBJECT NAME: MB0039 Business Communication

ASSIGNMENT NO: Set-1

DATE OF SUBMISSION AT THE LEARNINGCENTRE: 10 Dec 2010

FACULTY SIGNATURE:

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Master of Business Administration-MBA Semester 1

MB0039 Business Communication - 4 Credits

(Book ID: B1128)

Assignment Set- 1 (60 Marks)

Note: Each question carries 10 Marks. Answer all the questions.

Q 1. Describe any situation that you experienced where the communication went

wrong because the listening was faulty. Analyze the situation by explaining the type

of listening barrier. . How could this barrier be overcome? (10 marks).

ANS: Communication Barrier is the disruption in the understanding communication or effectof communication to the other parties/receivers who have been addressed. There are 7 types of

communication barrier identified mainly. In which Organization Barrier is described as

follows:

Case Study: In the recent global economy crises most of the organization had took stringent

stand to either reduction in manpower or dispense with every possible penny paid to cut down

the financial cost to survive in current market situation. Many of the industry giants either had

layoff their workforce or stipulated to cut-off in preset salaries, also not awarded the yearly

appraisal. In this situation, Mr. COO of XYZ Inc has written the following mail to the company

Heads of Departments.

Subject: Appraisal - Compensation Review.

Dear HODs,

This is to advise that the Cost & Performance based Compensation review (April-March cycle)has been taking significantly more time than anticipated and is primarily -

1) On account of the cost element to be factored vis-a-vis respective SBUs & Functional Units,

2) Designing & building in additional performance pay for the future, and

3) On account of the fact that close to 80% of the Associates were deemed to have either met orexceeded targets, but the Company hasnt!!

We are at an advanced stage with most of the SBUs and the rest would be completed andcommunicated shortly.

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Best Regards, Mr. COO

The Heads of Departments send following message to their Managers-


Dear Managers,

Mr. COO has written that;

By analyzing the Cost & Performance based Compensation review, Management has decided to

1) On account of the cost element to be factored vis-a-vis respective SBUs & Functional Units,

2) Designing & building in additional performance pay for the future, and

3) On account of the fact that close to 80% of the Associates were deemed to have either met orexceeded targets, but the Company hasnt!!

Best Regards,

HODs

Each Manager sends the following notice to their Executives


Dear Executives,

By analyzing the current market situation, It is the fact that close to 80% of the Associates weredeemed to have either met or exceeded targets, but the Company hasnt!!

Annual appraisal process is being delayed owing to the above reason, but expected to becompleted soon.

Regards,

Managers

Finally the impact of the said communication is spread out among the working

professionals as follows:

Hi,

Company is expending in the current crisis situation and not able to survive. Therefore, themanagement has decided to shelve the appraisal and rummage around for layoff.

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Regards,

Possible way to overcome the described Barrier of Communication is;

In the given scenario, the barrier could have conquered by using Multiple Channel OfCommunication method. Mr. COO could have pass on the required message in the generalbody meeting where associates would have given a chance of raising their concerns on themanagement decision. Similarly, the email would have marked to all the associates gettingFEEDBACK option open where every associate are granted to raise their opinion direct(replying the mail) or indirect (putting their opinions in suggestion box)

By this, the communication would have passed to all the associates who are going to be affectedby the decision without affecting the impact of the communication.

Q 2. Select a business article from any business publication. Evaluate it in

terms of:

a) Appropriate level of readability b) Use of jargon, slang and metaphors c)

Use of simple vs. complex words. Is it well or poorly written, in your opinion? Attach

a copy of the article with your response. (10 marks)

Answer: Consider the article published in The Economic Times on 12 OCT, 2010 by Debjoy

Sengupta & Writankar Mukherjee

Title: IT biggies vroom back on Job Street

The article has written in simple language to make everybody easily understand in other hand,

competitive statistics have been provided for every Indian IT giants who are experiencing tough

time to retaining & hiring talents. The article has been drafted in well articulate language by

describing two opposite ends, an years back situation where the same organization were dealing

with cost cutting & layoffs & the current situation where they are expecting high attrition in the

view of current market situation.

Jargon refers to technical terms or specialized vocabulary. Some of the technical terms

mentioned above are follows:

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This is the highest hiring growth recorded in the IT sector since recession. We expect

similar momentum till November since companies will be required to complete their

annual hiring plan before next year,

IT biggies are stocking up skills and training them in advance in anticipation of new

contracts they are expected to bag in the near future,

We never stopped hiring even during the downturn. What is encouraging is that some

of the other companies that ceased recruitment have again started hiring,

Recruitment may be back, but there is much more sanctity now,

More complex words and phrases are written in this article:

Complicated Word Simple Word

Trimmed Cut

Froze Stop

Crisis Disaster

Honcho In charge/manager

Conservative Traditional

Q 3 List out and briefly explain five dos and donts for each of participants

and

Chairperson of a meeting. (10 marks).

Answer:

Before the Meeting

As pointed out earlier, meetings need to be planned in advance, so that they are successful.

Before any planning can be done however, a basic question to be asked is whether to hold a

meeting at all. The answers to the following questions would help to decide whether a meeting isnecessary in the first place

Can the matter be decided or discussed over the telephone?

Can the matter be expressed in writing, in the form of a memo, or an email message?

Are key people available to attend the meeting and are they prepared?

Is the time allotted for the meeting sufficient?

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If the answers to the first two questions are yes and the answers to the other two questions are

no, there is no purpose in calling a meeting.

Once the need for a meeting has been determined, the next step is to start planning themeeting. First of all, the type and number of participants should be decided. A problem solving

meeting should include representatives from all departments, since the decision would otherwise

be incomplete. Shareholders, who are the owners of the company, should also be included. In

terms of numbers, the size of the group could be anywhere between seven and eleven members.

An exception to this is an information sharing meeting, where the numbers could be larger, so

that a maximum number of people benefit from the information.

The second and most important step in planning a meeting is to indicate the purpose or agenda

of the meeting to the participants in advance. An agenda is essentially a list of topics that will bediscussed during a meeting. In the words of Adler and Elmhorst, A meeting without an agenda

is like a ship at sea without a destination or compass: no one aboard knows where it is or where

it is headed. An agenda is prepared by the Chairperson of the meeting, or the person who calls

the meeting.

During the Meeting:

The task of conducting and moderating the meeting rests with the chairperson. He or she must

be well versed with the procedures for opening the meeting, encouraging balanced participation,

and solving problems creatively, concluding the meeting and managing time efficiently. We shall

discuss each of these procedures in detail.

1. Opening the Meeting The manner in which the meeting is opened is important, since a

good opening will ensure that the rest of the meeting will proceed smoothly. There are different

ways of opening a meeting. Generally, it is best to sum up what has been stated in the agenda

including the goals, background information and expectations of the participants. It is also a

good idea to provide an outline of how the meeting will proceed, as well as a time budget.

2. Encouraging Balanced Participation It is also the responsibility of the chairperson toencourage silent members to contribute to the meeting and to moderate the dominant members,

so that they do not hijack the meeting. There are several techniques to encourage participation

Encourage Participation in the Reverse Order of Seniority This means getting the junior

members to speak or air their opinions first. If the senior people speak first, they may feel

suppressed or be afraid to disagree with their superiors.

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Nominal Group Technique In this method, the meeting participants are encouraged to work

and contribute their ideas independently

3. Managing Time There is no prescribed length for a meeting. The duration of a meetingwill depend on the type and purpose of the meeting. Generally, problem-solving meetings will

take longer than other routine meetings. In any case, the chairperson should set a time budget

for the meeting, depending on the agenda and ensure adherence to the time limit.

4. Keeping the Meeting Focused Often, a lot of time is wasted during meetings by going off

track and by discussing topics that are irrelevant. In such situations, it is the responsibility of the

chairperson, or the person moderating the discussion to make sure that the discussion remains

focused on the topics mentioned in the agenda.

5. Ensuring Convergence Convergence means hearing the points of view of all the

members and then arriving at a decision. It is again the responsibility of the chairperson to bring

the meeting to a point where an opinion emerges on each item of the agenda.

6. Summing Up This means summing up the different points of view, the decisions and the

actions to be taken. This should be done by the chairperson, identifying the role of each person

on each item of the agenda, along with a specified deadline.

Example Mr. ABC will take the responsibility of contacting the media and sending material

for advertisements and press releases by Oct 19

th

2010.

7. Concluding the Meeting The way a meeting is concluded is as important as the opening,

since it will influence the follow-up action taken on decisions made during the meeting. The

chairperson should know when and how to conclude the meeting.

The meeting should normally be concluded at the scheduled closing time, unless important

issues still remain to be discussed and members are willing to extend the meeting. Sometimes

meetings may be concluded before the closing time, when key decision makers are not present,

or when important information such as cost figures are not available.

8. Keeping Minutes of the Meeting Since meetings are called to take important decisions

concerning the organization, it is important to maintain a permanent written record of the

proceedings, which can be referred to at a later stage, or serve as a guide for action. Such a

record is known as minutes of the meeting and may be done in an informal or formal manner,

depending on the type of meeting.

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After the Meeting:

A meeting that proceeds smoothly will still not be successful, unless proper follow-up measures

are taken to ensure that the goals are fully accomplished. Follow-up may involve the followingsteps

1. Plan for the Next meeting Very few meetings is conclusive and cover all the items in the

agenda completely. It is the chairpersons responsibility to make a note of the items that have not

been discussed and to schedule the next meeting, along with a fresh agenda. All participants

must be informed that a follow-up meeting is being planned.

2. Check Progress on Follow-up Actions Members of the meeting may have been assigned

different responsibilities and deadlines for completion of tasks. Therefore, it is important to

monitor their progress every now and then, after the meeting is over, to ensure that the deadlines

are met.

3. Do your own Groundwork Apart from monitoring the progress of meeting participants, it

is also important that you as the chairperson finish any pending work before the next meeting.

Q 4. Evaluate email as a channel of internal communication, explaining its

Advantages and disadvantages. Suggest five ways in which to overcome some of

the problems associated with email messages. (10 marks).

Answer:

E-mail is one of the most effective ways of internal communication. Since e-mailis more informal in nature, we shall discuss these in some details-

Watch the content - E-mail message are not always confidential and one can

never be sure who will read them. The minute an e-mail message is sent, multiple

copies are created on your own PC and server. There is no way of ensuring that the

message will not be forwarded to others. Sometimes E-mail message can even be usedas proof in court. Once a message is sent, a permanent record is created, Therefore, it

always wise to avoid writing anything negative or offensive.

It is particularly important to watch the content of official E-mail message send

using an employers equipment. Since the employer has a write to read the message and

is legally responsible for its content. It must be carefully worded.

Pay attention to the tone The very nature of E-mail communication can

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Make the message sound negative, abrupt and rude. For one thing, E-mail lacks the

personal quality of face-to-face communication, where body language and other non-

verbal cues may be used to make the communication more positive. Secondly, E-mail

message have to be brief, using short words, sentences and lack of solutions. Brief

message may be interrupted as being rude and unfriendly. Therefore, you must pay

close attention to the tone of the message and ensure that you should friendly and

courteous. Avoid using humor and sarcasm which might be misunderstood, or sending

message when you are angry or annoyed.

Include a specific subject line Your E-mail message should always include

a subject line that clearly mentions the topic of the E-mail. Since business executives

received several E-mails a day, this would help them to decide which messages are

most important to them. They will also have an idea of what the message contains.

Place important information firstSince business executives do not have

time to read lengthy E-mail message, it is a good idea to put all the important

information that you want to convey in the first three lines of the message. Whether you

are seeking a clarification, making a request, or giving instruction, it is best to mention

this right at the outset, so that it is noticed.

Explain attachment in the body of the E-mail Attachment take time to

download and should be sent along with an explanation in the body of the E-mail, as to

what they are all about. This will make it easier for the recipient of the message to

decide whether they should be opened or not. Otherwise it will lead unnecessary waste

of time. Use the to and cc button carefully The to box should be used only

to send message to people who are responsible for doing something. The cc button is used

when sending multiple copies of the same E-mail message to other recipients, who need to be

kept informed on a specific issue. This should be used with care, making sure that the message is

sent only to the right persons. It is important to respect privacy, science not everyone likes

having their E-mail address displayed to other. Beside, sending a long list of E-mail addresses

can interfere with the reading of the main message.

Pay attention to brevity, emphasis and white space The look, appearance and languageused in the E-mail message can influence the readability of the message. Some techniques forenhancing readability of E-mail message include short paragraphs, spacing between paragraphcaptions, highlighting main points in bold type and use of white space.

Use the WIFM rule WIFM stands for What's In For Me? and means

that the benefits of your message to the reader should be emphasized. This involves use of the

second person pronoun, you, rather than the first person pronouns I or me. Stressing on

the you attitude rather than the me attitude was discussed in an earlier unit.

Tidy up your mail box E-mail traffic can lead to your inbox becoming cluttered, with moremessage than you can handle. It then becomes difficult to retrieveimportant message when you need them. It is therefore a good idea to clean up your

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mailbox regularly, by deleting unimportant message. The important message that youthat you want to refer to later should be put into separate topic folders. Every now andthen, any outdated messages in the topic folder should also be deleted.

Proofread your E-mail message just as it is important to proofread business reports, lettersand memos, E-mail message should also be checked for spelling and grammar mistakes, so as toavoid any embarrassment.

Set aside time to check E-mail E-mail should not become a substitute for

Face-to-face interaction at the workplace, or cut into valuable time spent on other

important jobs. It is good idea to determine a time during the work day when you check

respond to E-mail message.

Advantages and Disadvantages of E-mail:

ADVANTAGES:

In his Technology, Open learning and Distance Education, Tony Bates (1995, p. 207) has

summarized instructional benefits of computer-mediated communications (including e-

mail) as follows, and I personally concur:

Developing academic discourse Collaborative and project work Knowledge building

Maximizing the knowledge and experience of all participants Increasing equity of participation Cross-cultural participation Development of reflective writing skills Overcoming social isolation Emotional involvement Ready access to help and support Feedback to and direct student contact with the central academic team Active and interactive participation Freedom from constraints of time and location Learner control

In addition, e-mail technology is relatively cheap and simple to use. With menu-drivenconfigurations becoming prevalent, the systems are very user-friendly. With online group

discussions, particular the online role-playing, I would like to quote Harasim: "At issue

is...how to build upon and retain the complexity of an environment like computer

conferencing so that users learn to be critical thinkers by considering issues and ideas

from many perspectives" (Harasim, 1990).

While the student engagement and the quality of discussions, two crucial aspects in

improving our teaching, would be greatly improved with e-mail used for group

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discussions, it could mean a very challenging task in terms of writing. For one thing,

being less assured about how one writing would be interprets by readers could amount to

a deterrent to one's pen. Therefore, turning online group discussions into on-line role-

plays might be an alternative to overcome this dispositional barrier.

DISADVANTAGES:

The use of e-mail as an aid in classroom instruction could also lead to some undesirable

effects. For one thing, at this stage, e-mail is still a limited symbolic representation

system void of oratory and graphic appeals. Primarily textual, it is very demanding on our

writing abilities in order to avoid misunderstanding. One learner in the class commented

that one really have to "be explicitly clear about humorous comments, jokes". Also to

assume all learners would always prefer writing to speaking is not warranted. Some

learners expressed the frustration about lengthy time spent on going through messages

and writing to respond to them while orally, the exchanges could be done in just a few

minutes. For people who do like to stare at the screen for too long, much more paper is

likely to be consumed for downloading files.

Using e-mail as an instructional aid is also limited to certain kinds of learning. For some

learning which would be best picked up through demonstration, e-mail of the current

phase certainly could not replace such experiential learning event. Moreover, research

still needs to be done to find out to what extent the online discussion could achieve the

same dynamics as that of buzz groups or the richness and stimulation of a face-to-face

encounter. Not unusually, the very technology may form a new dispositional barrier

towards participation, namely, computer anxiety or computerphobics. In one course,

when the writer proposed using e-mail for journal writing, it was vehemently objected by

a number of learners who obviously have not had good experiences with computers.

Cost and access are still major barriers as well, especially when computing services insome schools are being transformed into cost-recovery enterprises. Many of the learnersat this University in fact have to rely on the school terminals rather than personal.

Q 5. Write an unsolicited job application letter addressed to the HR Manager of a

company of your choice, seeking a position in your area of specialization, along with

a one page profile about yourself. (10 marks)

Answer:

A. Job Application letter to the HR Manager

Date: 12 OCT 2010

To;

HR Manager,

XYZ Inc

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SUB: Application for Product Manager

Dear Mr. HR Manager,

Being given to understand through reliable sources that there is a vacancy for the above-mentioned post, I the undersigned would like to apply for the same.

I have been working for the last 12 years on Datacenter Operations, Information Security &Quality Management System in leading ISP (Sify Technologies) as well as Multi-National (ABN

AMRO BANK N.V.)

I have completed professional training for Lead Auditor [ISO 27001:2005], Project ManagementProfessional (PMP 3.0) & certifications for ITILv3 Foundation Certification in IT ServiceManagement System [ITSMS] & MCSE 4.0, CCNA v2.0, MCSE 2000 certifications.

Regarding my educational qualification and experience, I am attaching here with my resume for

your kind perusal. If I am given an opportunity to serve you, I assure you that I shall dischargemy duties to the entire contentment.

Yours Sincerely,

B. Profile Document:

Career Objectives :

Seeking a career with a progressive organization where I can utilize my skills, knowledge and experience in IT

operations & Management, Facility Management & IT Service Delivery in a challenging role that allows for

advancement and growth.

Professional Trainings

Project Management Professional (PMP)

Information Technology Infrastructure Library (ITIL V3)

ISO 27001:2005 Lead Auditor

Certifications

ITILv3 Foundation Certification for IT Service Management System [ITSMS]

Cisco Certified Network Associate (CCNA V 2.0)

Microsoft Certified Systems Engineer (MCSE WIN 2K)

Career Profile

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Total Experience 12 YearsOPEN SYSTEMS

Operating systems Win Intel, Linux

Internet Technologies IIS

Data base MS SQL, Oracle

Mailing Software MS Exchange

CURRENT EMPLOYMENT

OrganizationM/S. ABC INC

Duration Since May 2004 Till date

Designation Manager Global Infrastructure Operations Datacenter Technology

Roles & Responsibilities Team leads for Operations/Information Security/FMS Team/ServiceDesk & tier III customer support.

Ensuring Value-add services provisioning like Sys Admin, Mail admin,Backup, Performance Monitoring, Weblog Reporting, Shared Firewall,Manage Security Services, RSA Authentication, Anti Virus & PatchManagement as per subscription.

Presales/Product support to Sales & Business RelationshipsManagers team.

Quality Service Delivery w.r.t. the Managed Services.

Strategic Account management for IDC Customers

Quality Management System & Audit handling pertaining to QMS-ISO 9001, ISO 27001 & ISO 20000.

Monitoring the effectiveness of various teams & makingrecommendations for improvement.

Provide inputs to management for infrastructure requirements.

Ensuring proper monitoring, maintenance & management of IDCservers.

Problem management initiatives and addressing critical issues.

Incident Reporting/Management, Change Management,Corrective/Preventive Action.

Improve quality of implementation and Support for hosting customer,Capacity planning for Hardware and systems.

Q 6. Case Study (10 marks)

The Informal Communication Network

In Secunderabad, a maintenance employee of the A to Z Construction Company asked for

three months leave of absence for personal reasons. The request was granted because it

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was in keeping with the Company and Union policy. A few weeks later, Mr.Subbaya, the

Industrial Relations Manager of A to Z, heard through the grapevine that Mr. Reddy, the

maintenance employee, had actually taken this leave to work on a construction project in

another part of the state. The rumour was that Reddy needed some extra money and had

taken up this job since the wages were nearly twice what he earned in his regular

maintenance job.

The act of taking leave for personal reasons with the hidden purpose of working for another

employer was contrary to the labour contract and the penalty for this could be dismissal.

After investigation to determine that the grapevine probably was correct, Mr.Subbaya

prepared a Notice of hearing concerning dismissal action to be mailed to Reddy at his local

address. The letter of notice was dictated by Subbaya to his secretary on Monday morning.

The same night, Mr.Subbaya received a call from Reddy at his home, saying that he had

heard that the notice was being prepared and that he felt that there was a misunderstanding.

Reddy said that he thought that his action was acceptable under the contract, but if it was

not acceptable, he was willing to return immediately, since he did not want to give up his

permanent job.

When Subbaya asked him how he knew about his pending dismissal notice, Reddy said that

his wife had called him that evening, telling him that at the local supermarket, the mother of

their sons friend had told her about the pending dismissal order.

Questions

1. Assume that grapevine facts are as follows

Subbayas secretary told a fringe benefit clerk about the dismissal notice.

The clerk, not realizing that the information might be confidential, told

Someone else.

If you were Subbaya, would you try to suppress grapevine leaks of this type?

How? (5 marks)

Answer:

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In viewpoint of Mr. Subbaya, RM of the organization, any kind of official confidential

information leakage is a crime. These shows the major security (logical) loop holes in the system

which may cost immensely to the organization interest.

Following strategies to be deployed to fix-up such issues in the future

1. NDA (Non Disclosure Agreement) should be signed by every employee of theorganization.

2. By violating of NDA should be liable for legal action.

3. Personnel like PA should enforce to maintain confidentiality of the official matters.

2. After Reddys telephone calls, what action should Subbaya take? Discuss.

(5 marks)

Answer:

Reddys call ascertains some point here. Like, confidential information is pouring out from

internal personal, which is more hazardous in terms of organization interest. Thus, Mr. Subbaya,

should investigate in possible perpetrators behind the act. Appropriate lawful action should be

taken against them. Also, permissible act should also be initiated to the Reddy as he has

oppressed the company law for personal benefit which also be caused more damage in the

future.

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CANDIDATE NAME: Satish Patil

ROLL NUMBER: 521053391

LEARNING CENTER: 01736

COURSE: Master of Business Administration

SEMISTER: I

SUBJECT NAME: Business Communication

ASSIGNMENT NO: Set-2

DATE OF SUBMISSION AT THE LEARNINGCENTRE: 10 Dec 2010

FACULTY SIGNATURE:

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Master of Business Administration-MBA Semester 1

MB0039 Business Communication - 4 Credits

(Book ID: B1128)

Assignment Set- 2 (60 Marks)

Q 1 Explain with the help of specific examples, four different ways in which positive

non verbal communication can create a better work environment. (10 marks).

Answer:

1. Proxemics Proxemics is derived from the word proximity or closeness and isthe communication term for personal space and distance. The space and distance which wechoose to keep from people is also part of non-verbal communication. Each of us has our owninner and outer circles, which differ for different people.

Our inner most circle is an intimate space, into which we generally admit only select peoplesuch as family and close friends. Next comes a personal space which might include otherfriends and colleagues or co-workers. These two spaces involve communication of an informalnature.

Most of us also have a social and public space, which includes official or workplacerelationships, wherethe communication is of a more formal nature. In a business context, it is more relevant tounderstand the concept of fixed space and semi-fixed space.

Fixed space means that the physical features of the work environment such as furniture, roomsize and seating arrangement are permanent.

This conveys an impression of formality. On the other hand, semi -fixed space means that

certain elements of the environment can be changed for example, the seating arrangementcould be changed and this conveys an impression of informality.

Sometimes, use of space at the workplace can determine leadership positions. For example,seating at the head of the table conveys leadership or authority. A round table meeting, however,conveys the idea of equality, since no one can be seated at the head of the table! All points of acircle are the same. That is why when heads of state meet (as in UN Security Council meetings),it is always a round table discussion, since all heads are equal.

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Space should therefore be used carefully in a work environment, so as to convey the rightimpressions.

2. Time Language This refers to the meaning or importance attached to time and varies

between different people. One person may value time more than another. Similarly, timelanguage also varies across cultures.

In most western cultures for example, punctuality is considered to be important. Arriving late fora business meeting is inexcusable. In other cultures, it is more relaxed and time is not given thatmuch importance.

We convey messages to others through the time we spend on a work related activity or by theimportance that we give to time. Arriving early at work or for a job interview shows interest,involvement and seriousness. Spending time with an employee and giving him suggestions onhow to improve his performance shows interest and involvement in his career growth.

3. Paralanguage Para means like or similar to, therefore paralanguage means likelanguage. Of all the forms of non-verbal communication, paralanguage is closest to verbalcommunication. It refers to the tone of voice with which something is said. In other words, it ishow something is said, and not what is said. The tone of voice includes the pitch (high orlow pitch), the pace (slow or fast) the emphasis on words and the volume (soft or loud) and canconvey different moods and emotions.

Example: The statement I practice good business communication can be understood indifferent ways, depending on the emphasis on certain words.

Saying I practice good business communication means that I alone practice it above anyoneelse. On the other hand, saying I practice good business communication could be interpreted

to mean that you communicate particularly well in a business context, rather than in a generalcontext.

The important point to keep in mind regarding tone of voice is to avoid mixed signals that is,making sure that what you say is consistent with how you say it.

4. Physical Context This refers to the physical environment or surroundings within which wecommunicate and includes two aspects 1) colour and layout and 2) design.

Colours are known for their symbolic meaning and have associations with different feelings. Forexample, colours like black and grey are associated with death, mourning and negative feelings.

Yellow and green are associated with more positive feelings. Of course, these can also varyacross cultures. The point to remember is that you can make the right impressions with use ofthe right colours.

Layout in a work environment refers to the size of an office, or the arrangement of furniture.Design refers to the type of chairs, desks or carpeting. All these can convey status, formality orinformality.

We have seen how the types of non-verbal communication outnumber the types of verbal

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communication. Non-verbal communication is an important supplement to verbalcommunication and can enhance verbal communication, if used in a positive way. The sendershould use the right non-verbal cues to convey a positive message, while the receiver shouldlearn to look for unintended messages conveyed by non-verbal communication.

Q 2. Explain the difference between corporate and product advertising. Give two

examples of corporate advertising with two different objectives. ( 10 marks).

Answer:

Corporate vs. Product Advertising

Corporate advertising is different from product advertising. Corporate advertising seeks to

benefit the image of the corporation as a whole rather than its products and services alone as in

product advertising. A major difference between corporate and product advertising is who pays

for each of the two types of advertising. A companys marketing department typically is

responsible for all product-related advertising and pays for such ads. Corporate advertising, on

the other hand, falls within the corporate communication area and either comes out of that

budget or, in some cases, is paid for by the CEOs office.

There are different types of corporate advertising such as advertising to reinforce identity orreputation, advertising to attract investors and advertising to influence opinions. When Coca-

Cola was in between pesticide controversy in India, the company used well renowned actor

for advertisement to reinforce corporate image. Companies use advertisements to attract

investors. Issue advertising is used to respond to external threats such as environment,

government etc. now-a-days its common to see these kinds of advertisements by all major

corporations to establish good corporate citizenship image. A good corporate advertising

program can clarify and enhance a companys reputation, and the absence of one can hurt the

company, especially during crisis.

The purpose of product advertisement is to increase awareness and selles. The relationship

between corporate advertising and sales is less clear than that between product advertising and

sales, because corporate advertising is meant to do things that eventually boost but likely wont

directly or immediately do so.

Q 3. You have been asked to make a presentation on Edunxt, the technology

enabled learning platform, to prospective students. Develop an outline of a

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presentation, explaining your choice of visual aids and your style of delivery.

(10 marks).

Business presentation must be accompanied with the visual aids and a copy of the text needs to

be provided to all participants.

Visual aids equal a presentation is a very common misconception. Visual aids are aids. They are

not even necessary, usually. A presentation is the information, stories, statistics, quotes, and

opinions that the presenter shares. Visual aids, if used, enhance the presenter's message, not the

other way around. Visual Aids are an important part of Business Communications. They are

especially important as far as business presentations are concerned.

These Visual Aids have a number of advantages for the Presenter. First of all Visual Aids are

portable and transportable from one place to another. They are a great tool for interaction with

the audience. They look very professional in appearance and are best if the viewers are a largegroup. They are easy to prepare nowadays and can also be updated easily.

Visual aids are important in business reports. They make reports more exciting and interesting

to read. Visual aids can improve the professional quality and readability of business documents.

There are few reasons why it is important to use visual aids in business. (Business meeting,

etc).the Visuals arouses reader immediate interest during the presentation. Because many readers

are visually oriented, visuals unlock doors of meaning. Readers who place great emphasis on

visual thinking will pay special attention to the visuals. Visuals catch the readers eye quickly by

setting important information apart and by giving them relief from looking at sentences and

paragraphs. Because of their size, shape, color and arrangement, visuals are dramatic and

maintain reader interest.

Visual aids help individuals reach the objectives by providing emphasis to whatever is being

said. Clear pictures multiply the audience's level of understanding of the material presented.

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Q 4. Imagine that you have bought a pack of ready to eat food manufactured and

Marketed by a well-known Fast Moving Consumer Goods multi-national, during your

Regular weekly visit to a neighbouring supermarket. On opening the pack, you find to

Your dismay that the contents are spoilt and are not in a condition to be eaten.

Write a routine claim letter to the Vice President, Marketing of the company, asking

for an adjustment or some kind of action.(10 marks).

Date: 10 NOV 2010

TO:

Mr. Savio Dmello

Vice President, XYZ Food IncMumbai 400022

SUB: - Substandard food quality being observed

Dear Mr. Dmello,

I the undersigned would like to make your kind attention at the substandard food quality beingobserved at your mall situated in south Mumbai. The tin of salted dry fruits was bought on 9thNov 2010 from South Mumbai Food Mall, however the contained of the pack are found to bespoiled amazingly and not in condition to eat, though the pack in well underneath the expirydate.

Considering the seriousness of the issue, request you to look into the matter at the earliest andrevert with a time line for problem resolution.

Sincerely,Satish Patill

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Mumbai

Q 5. As a student of management, write a report to the Director of your institute,

suggesting how the library facilities and procedures may be improved. (10 marks)

Date: 10 NOV 2010

TO:Major General (Retd) Tejpal Singh Bakshi,Director, Distance Education,Sikkim Manipal University

Dear Sir,

I am furnishing the Library Training Board with a copy of my memorandum on instruction inLibrary Methods in the University of SMUDE.

MEMORANDUM ON INSTRUCTIONS IN LIBRARY METHODS

Recommendation:That a department OF LIBRARY METHODS be established 'in theCollege of Literature, Science and the Arts to include undergraduate and graduate instruction,and that Rs13, 600 be added to the budget of that College for this purpose.

Demand:That a demand exists for instruction in Library Methods at the present time isimpossible to doubt. The growth in enrolment in this subject in the Summer Session of theUniversity to 82 students last summer, the resolutions of the State Library Commission (2 yearssince) calling on the Regents to establish a department or school of library science, the repeatedexpressions of opinion at various gatherings of librarians and teachers, and the extensivecorrespondence reaching the Librarian's office from multifarious sources are sufficient witnessesto the existing demand. Our Summer Session department is the only agency for giving thisinstruction in the State, except so called "apprentice" and "Training" courses in Detroit and

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Grand Rapids, and certain elementary instruction designed to aid teachers given in the NormalSchools. Even these apprentice courses with very low standards of admission are sought bysome graduates of the University in the absence of any other means of instruction.

This demand is of three kinds.

First:From a large number of librarians seeking assistants for the less responsible posts in theirlibraries and from library trustees and other officers seeking librarians for the smaller public andhigh school libraries throughout this and neighbouring states. This sort of demand is insistentand continuous. There seldom passes a week without one or more inquiries forrecommendations for positions of this elementary sort - inquiries to which we are seldom able togive a satisfactory response from October until August. Practically every summer session student

whose work is of such a character that we can recommend an appointment is placed beforeSeptember fifteenth of each year and many whom we cannot recommend obtain position withequal and disquieting readiness, owing to the lack of suitably trained persons.

Second:There is a constant series of letters and personal inquiries from students in theUniversity and from prospective students for information regarding instruction. To suchinquiries we invariably reply that a full university course with an A.B. degree plus at least oneyear in a Library School is the proper plan for anyone intending to make librarianship his career.

Third:There is a demand, less insistent and less steady, but none the less vital and real, forinstruction of a different type and kind. Libraries primarily for the service of scholarship aregrowing with great rapidity both in number and size and they turn to our leading Universities - atpresent nearly in vain - for persons of higher training, equipped to do work in libraries of ascholarly type and on a far higher plane than the ordinary small public library. This demandcomes to me from my colleagues in Library work at every turn. They insist that we need a

training school for university and college librarians and assistants. The American LibraryInstitute, composed of a small group of elected "fellows", has repeatedly voiced this demand. Tome, it is the really vital need of the day in librarianship in America, and I am convinced thatSMUDE could at once take the lead in this direction, if we should attempt such Instruction.

That there would be a large number of advanced students, I do not believe -nor does anyonedesire mere numbers in advanced work - that a real demand exists, which would supply anannual group of advanced students, I feel certain.

Means:The University now possesses a plant in its new Library Building adequate on thephysical side for this instruction. There is a good lecture room in the building, and facilities canbe provided for practice and problem work. The Summer Session equipment can be enlarged fata cost of less than Rs1000) to carry on similar work throughout the year. The bibliographicalcollections are not yet wholly adequate, but they are vastly improved over their condition five

years since, and the constant use of the "Librarian's Fund" in purchasing bibliographical materialhas begun to show fine results. The purchases even in the last few months have been most

valuable in this direction. To have attempted advanced work even five years ago would havebeen difficult - but it is now possible, and in a few years students will find here bibliographicequipment surpassed in American only at the Library of Congress.

The Library Staff cannot and should not provide the instruction, save in the way ofsupplementary work. The present pressure on the record and purchasing departments due to thegreat increase in accessions and efforts to clean up arrears of long standing, is really too great to

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permit any additional burden. The work of the service departments owing to the great number ofstudents is performed with almost no margin of safety. We have already recognized this situationin our Summer Session work in which the heavier burdens are now all born by instructors fromoutside the staff - to the great benefit of the Library's work throughout the year. And we are

asking the Regents in our budget for next year for two people to be used in "substitute" work topermit us to carry on in the crowded time (when sickness generally occurs) and to arrange

vacation schedules.

Plan:If it is granted that both elementary and advanced instruction in Librarianship should beprovided by the University - and either one alone seems most unwise at the present juncture -how should that instruction be given? Should the University erect a separate library School witha Dean, faculty and separate degree? That is the plan followed at ABC, Washington and 'WesternReserve, for instance, with the University Librarian as Dean at ABC and Washington but not atthe other two. ABC and XYZ State, for example, now confer a degree of Bachelor of LibraryScience on persons who have completed their two years' courses - after the analogy of theBachelor of Laws degree, it is said. Should a Department of Library Methods be created in the

College of Literature, Science and the Arts (and In the Graduate School), with a Chairman orDirector and a faculty, the A.B. degree to be given with perhaps the addition of the phrase "inLibrary Science", "in Library Methods", or some similar phrase, following certain well-established precedents now existing? My own preference is decidedly for the latter course. I wantto have our Library Methods students understand and feel that they are part of an academicbody, are governed by its ideals and standards, and must prove themselves worthy of its degreesand requirements. We have always insisted and with justice, I believe, on the value of our workto University students as part of their general education. We have always insisted on strictlyacademic standards of entrance. And we do not wish to divorce the rather slight technicaltraining needed by librarians - for the amount to be learned in classes is after all rather small -from that broad general education which librarians of all people need most. That will help ouryoung people going into librarianship is a modicum of technical training given by the best people

in the best way - in a university, we believe - and as much university education as they can secure.They are to engage in the business of bringing books and people into contact in the best possiblemanner, W they need to know is much of books -of people much more (in time) - and of themanner enough to start them in their work.

If this is desirable for undergraduate work, it is equally desirable for that graduate study designedto fit young folk for positions in advanced and specialized libraries. They need the atmosphere ofthe seminar and the laboratory far more than that of the cataloguing room and the loan desk. Aseparate school tends inevitably to formalism, 'particularly fatal to successful work in bookishfields. The G-graduate School may not need, or indeed welcome, any students of Bibliographyand Library Administration, but such students need the Graduate School. The chief defect of thesecond year courses as now given at DEF, XYZ and ABC f as I view it ) is exactly the absence ofthe spirit ' of research and of respect for the methods of research. It is precisely to learnfamiliarity with books and methods of research that Seminars and advanced courses exist. Thatthere is ample reason to admit students of bibliographic method and of administration to thefellowship of the Graduate School; I hope to be able to show. They should find cognate work in

various fields which they may be permitted to choose to advantage.

I refer to such subjects as palaeography, historical method, and comparative

literature, any one of the natural or physical sciences in the bibliography of which some willchoose to specialize, and so on, I should suppose that a degree of Master of Arts in Library

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Science would be admissible. The sentiment of the Universities seems definitely against theintroduction of new degrees, and the very few Masters of Library Science may well continue toenjoy a lonely eminence.

Approval:Any such scheme involves as a necessary preliminary the approval and support of thefaculties concerned. To that end this memorandum goes to the President, to the Deans of theCollege of Literature, Science and the Arts, and of the Graduate School, and to their respective

Advisory Committees, by whom it is hoped it may receive consideration and action. It alsonecessarily involves

Budget:At least two professors and one instructor will be required at the outset. The seniorprofessor will be very hard to find, and must be a man to command a full professor's salary, atleast Rs6,000, Even at that figure it will be difficult to get a thoroughly well-equipped man ofestablished reputation, Equally difficult to find is the person to perform the duties of associate(or perhaps assistant) professor. It would be comparatively easy to select one of the best womenin charge of library schools, but it seems unwise to complicate the introduction of a new subjectinto the curriculum with the question of a woman professor, if it can be helped. At least Rs4,000(or more) will be needed for this post, and Rs2000 for that of instructor, Equipment and currentexpenses will take at least Rs1,000 the first year, less thereafter. Some help can be secured fromthe General Library staff in the way of special lectures, short courses, etc. For this they shouldreceive additional compensation, possibly Rs800 in all. Rs13, 600 for the first year should coverthe cost of the new department. If it is at all successful, that cost will increase materially.

Note: The number of students in the summer of 2009 was 99, nine courses were offered - twofor the first time. Course 9 was an advanced course conducted by Professors Bishop and Hoot,open only to graduates of library schools, or to library assistants with at least 75 hours universitycredit and three years experience in a good library. Six students enrolled. Course 10 coveredstory-telling and work with children, given by Miss Helen Martin of the East Cleveland Publiclibrary. (Course 5, Binding, was omitted,)

Respectfully submitted By:

Satish Patill

Q 6.Case Study (10 marks)

The Power of Nonverbal Communication

Soon after I graduated from engineering college, I accepted a position with the Sundaram

Foundry, a medium-sized firm located in a small town in Tamil Nadu. It was a good position,

since I was the assistant to Mr.Vishwanath, the General Manager and president of this family

owned company, although there were many technical problems, the work was extremely

interesting and I soon learnt all about the foundry business.

The foundry workers were mostly older men and were a closely knit team. Many of them

were related and had been in the foundry for several years. Therefore, they felt that they

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knew the business in and out and that a technical education had no value. In fact,

Mr.Vishwanath had mentioned to me even at the time of my joining, that I was the only

engineer ever to be employed in the foundry. He also let me know that the foundry workers,

although a good group, were very clannish, since they had been working together for several

years. Therefore, it would probably take them some time to accept me.

I introduced myself to the group of foundry workers, a few days after my joining. As I went

around in turn, I felt them eyeing me coldly. As I went down the main aisle of the foundry, I

heard them talking to each other in low voices and laughing. I found their behaviour to be

very childish and felt that it was best to ignore these signs of hostility. I thought that if I

ignored them, they would automatically stop these antics.

A few weeks after this incident, I happened to visit the enamel shop. As I entered, I noticed a

worker cleaning the floor with a hose, from which water flowed at high pressure. I was aware

that it was the practice to clean the shop at least once a week.

I turned my back on the worker and was busy near a dipping tank, when I suddenly felt the

force of a stream of water hitting me. I was almost knocked down by the pressure and

slipped on the wet floor. When I turned around, the worker looked away in the other

direction, as if he had not noticed this happening. However, I was pretty sure that he had

intentionally turned the hose on me.

Questions

1. What message did the foundry workers and the new engineer convey to each other

through their non-verbal behaviour?

2. What do you suggest that the engineer should do, after the hosing incident?

Answer:

Verbal communication provides the opportunity for personnel contact and two away flow ofinformation. Nonverbal communication on the other hand is the communication without words.It refers to any way of conveying meanings without the use of verbal language. This is generallyunintentional. The engineer, the workers and Mr. Viswanath can be more effective both verballyand nonverbally. Even though large part of communication occupied by verbal communication,the nonverbal is having a great power.

Engineer:The engineer has recently graduated from engineering college, is with full of enthusiasm andinterest to start his career as an assistant to Mr. Viswanath. The foundry was family owned and itis located in a small town in Tamilnadu. Instead of introducing himself to the foundry workersafter few days he joins, he would have done it on the day of the joining itself. He has been

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moving in the foundry and observing the workers activities without introducing himself. Hecould have wished them daily or whenever they happen to see him or he happened to see them.Nonverbally he might be showing some signs of pride as he is the only person with technicalqualification in the foundry. He might have spent most of his time with Mr. Viswanath and

started to move closely with him.This might have been taken wrongly by the foundry workers as he is occupying their space andinviting more trust from Mr. Viswanath than the foundry workers.

Foundry Workers:The foundry was family owned one. The workers were closely knit with them and were mostlyolder men. This means that they have formed an internal circle among them and they werehaving good work experience and are working in the foundry for many years. The sudden entryof a qualified engineer into the foundry and he was observing their work and advises by him wasnot getting acceptance from the workers as the behaviour of the engineer was entirely differentform the workers. They were not able to accept anyone in their circle of influence. They alsobelieve that technical education adds no values to the business. Instead of policing and playing

tricks with the engineer like taking and laughing behind him etc., they would have got themselvesintroduced to theengineer by showing seniority and accept the engineer into the organization. This would havehelped him, gain more knowledge from their experience and share his technical knowledge withthem.

Mr. Viswanath:He was the president and General Manager of the foundry. The business was a family ownedand is in a small town in Tamilnadu. Most probably he would have taken workers form the townand trained them in the work. They might have close relationship with him. He was realized thatto cope up with the technical snags in the foundry, better to hire a technically qualified person.

As he is having a close relationship with workers, he would have consulted them and when the

engineer joins the organization, he could have organized a small gathering and introducedworkers to the engineer and the engineer to the workers, by explaining his roles clearly andseeking cooperation from workers. He was warned the engineer verbally about the situation hemay face, but not given anyadvice on how to cope up with it.

2. Suggestion to the engineer after the hosing incident:After facing all sort of problems as result for ineffective verbal andnonverbal communication like,- Talking behind him low voices and laughing- Pointing of water jet behind him and slipping him down on the floor.

The engineer can go and speak to the worker in a cordial manner and explain his intentions that

neither he is not against them nor he dislikes their job. But want to be friendly with them andwant to learn from them as they are more experienced than him. Instead coming to work anddoing his job, he can interact with them whenever he has time and mingle with them so that they

will accept him as a member of their team. As the foundry is having some technical problems, hecould understand the problems form them and based on his technical knowledge advicethem on how to do the work in a better way by overcoming the snags. Most importantlyengineer can exchange a sweet smile [not laughing] with the team on the foundry, as thenonverbal communication is more powerful than the verbal communication.

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Documents

1. MB0039_mba1_ B Comm