Bcb Sp to At13 Ok-signed

8/13/2019 Bcb Sp to At13 Ok-signed

http://slidepdf.com/reader/full/bcb-sp-to-at13-ok-signed 1/44

THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN

Intermediate Examinations Spring 2006

March 08, 2006

BUSINESS COMMUNICATION AND

BEHAVIOURAL STUDIES (MARKS 100)Module C (3 hours)

Q.1 In an organizational setting, the choice of the medium of communication is a

conscious decision, which is taken after taking into account several factors related to

timing, sensitivity, complexity, distance, confidentiality, etc. What will be your

chosen medium / media of communication in the following situations, who will be

your audience(s), and why?

The company is offering 10% of its shares for sale to common investors.

There is detailed information to be given regarding price, date of sale, how

to apply, description of company business, and recent financial performance.

A group of unionised employees have been found guilty of financial

wrongdoing and charged. Under disciplinary rules their service is terminated

without any notice / benefits.

The company has announced one-month’s bonus pay to all its 600

employees at the head office and at field locations all over Pakistan. This is

due to exceptional business performance. The bonus will be disbursed into

the salary accounts in the next 7 working days to coincide with Eid.

There are three strong contenders for promotion to the Director Salesposition, from among your senior Sales Managers. The two candidates who

will not be selected are naturally going to be disappointed. These two

individuals are equally valuable to the organization and you cannot afford to

have them demoralized.

The company had recently launched a medicine for treatment of cancer. But

due to reports of adverse side-effects of the medicine, the company has

decided to stop its sales and recall all trade stocks.

(02)

(02)

(02)

(02)

(02)

Q.2 You are working as the coordinator in a reputable Non Governmental Organization

(NGO). Your NGO is involved in relief work in the northern areas of Pakistan

following the recent earthquake on October 8, 2005.

You are required to write a letter to the Public Relations Officer of a multinational

in Bahrain asking him for additional funds for relief activities. Also include reasons

for additional funds and your bank details for funds transfer. You may assume any

other necessary details. (07)

Q.3 JBS Bank has recently been privatised. Previously as a nationalised bank, the

organisation’s culture valued length of service and seniority of employees. The new

management consists of young and aggressive managers, who now want to infuse aresult-oriented culture where performance is rewarded.

www.casubjectmaterial.wordpress.com MUHAMMAD MOHSIN RAZA



(2)

Today the new Head of Branch Operations, A. Salim, is meeting a senior officer of

the bank’s Main Branch, S. Akhtar, who is being made to report to a new manager

inducted recently from another bank. The new manager is young and dynamic, but

Akhtar feels his seniority is being undermined and is very upset. The situation goes

as:

Salim has a busy schedule, and to save time he has agreed to meet Akhtar over

lunch in the busy officers’ cafeteria for 15 minutes, and hear his grievances. His

mind is preoccupied with the presentation he has to make to the Directors in the

afternoon. He has his views on Akhtar’s professional capabilities and feels the

meeting will be an unproductive use of his time, but has agreed to the meeting as

Akhtar has been requesting it for many days. Akhtar on the other hand is sceptical

of the new management’s intentions. Salim delivers a jargon-filled monologue on

the new People Development philosophy, and tries to convince Akhtar that he can

still grow professionally without being promoted. Akhtar hears him out but has

difficulty grasping the new organisational concepts especially since they are

explained in high-flown and accented English. During their luncheon meeting,several colleagues briefly stop by to greet them.

Which types of Noise can you identify in the above situation? Explain in each case

how it can mar the quality of communication between Akhtar and Salim? (06)

Q.4 In collecting primary information, researchers often have to select a sample for

study. Starting with a sampling frame (telephone directory, list of customers, etc.),

the sample can be selected using any of the various sampling methods such as:

Random Sampling

Systematic Sampling Stratified Sampling

Quota Sampling

Cluster Sampling

Multi-stage Sampling

Briefly describe the essence of any three of these sampling methods. (06)

Q.5 (a) Specify the main features of a trade union environment. (06)

(b) You are a Human Resource Manager at a car manufacturing company.

Lately, your company has been experiencing problems with the labour force.

Grievances have been conveyed about the over time issue since employees

have not been fairly compensated. Assuming necessary details, draft a short

report addressed to the Chief Operating Officer on the meeting held between

yourself and the company’s labour union representatives, highlighting the

issues at hand and the means to resolve the issue. (08)

Q.6 In writing Business Reports there are certain requirements relating to Objectivity &

Impersonality, Ease of Understanding, and Precision. Please elaborate, what is

meant by each of these requirements. (06)



(3)

Q.7 You are the Public Relations Manager in a large chemicals company which has its

manufacturing plant in SITE Karachi. Yesterday there was an accident in the plant

which resulted in a large amount of toxic chemical being released in the air and in

the nearby Lyari River, causing some environmental damage. Several workers at the

plant were also exposed to the toxic release and fell sick and unconscious. The plant

management acted swiftly to control the effects of the accident: the workers were

given medical aid and are out of danger; the release was controlled immediately;and the pollution in the water channel was contained / neutralised. There is a lot of

anxiety in the community, and in the absence of authentic information the media

may carry speculative and inaccurate account of the incident, which can further

spread panic.

You are assigned to issue a Press Release to be published in all the leading

newspapers to give an account of what has happened and to calm the anxiety among

the public and the authorities about the current situation. (You may assume any

ancillary details). (08)

Q.8 (a) Akbar is the Manager Sales in your firm. As a part of his job, Akbar is

required to negotiate every now and then. As a mentor, advise Akbar about

the qualities needed for an effective negotiation. (03)

(b) Managers are often found complaining about lack of coordination. What in

your opinion are the various reasons for lack of coordination? (06)

Q.9 Briefly describe the key steps involved in the process of Job Design. What

objectives should this process seek to accomplish? (06)

Q.10 In what ways does a Service offering differ from tangible Products? (06)

Q.11 (a) As people mature, they start displaying certain characteristics in terms of self-

control, behaviour, relationships, perspectives etc. Briefly narrate any four

manifestations of maturity in individuals. (06)

(b) Do you feel the changing needs of a maturing individual can come into

conflict with the organisation? How and under what circumstances? (02)

Q.12 (a) The New Organisation is said to be shaped by worldwide dynamics around:

Globalisation

Information Technology

Total Quality Management

Diversity and ethics

What is your understanding of the above factors, and their impact on the

organisation? (08)

(b) What opportunities and threats do you see arising for Pakistan’s economy out

of the new business phenomena such as WTO, Outsourcing, Offshore

Production, etc. (06)

(THE END)




Intermediate Examinations Autumn 2006

September 06, 2006

BUSINESS COMMUNICATION AND

BEHAVIOURAL STUDIES (MARKS 100) Module C (3 hours)

Q.1 In communication, the credibility of the source is often traced to factors like PersonalAppeal, Perceived Authority and Perceived Intentions. Briefly describe what each of

these factors stand for. (06)

Q.2 Kamyab Bank Limited (KBL) has issued an advertisement inviting proposals for

developing an integrated computerized Human Resource Management System. You

work for Media Technologies and are required to submit a proposal on behalf of your

company to KBL. It is important that your proposal should be specific and yet

informative to enable the bank to arrive at a positive decision in your favour. (08)

Q.3 (a) Give three reasons for holding a business meeting. (03)

(b) State briefly what measures must be taken for conducting a meaningful business

meeting within an organisation. (05)

Q.4 Communication takes place in certain contextual dimensions, namely Physical

dimension, Social / Psychological dimension and Temporal dimension. Describe what

you understand by these contextual dimensions. (06)

Q.5 Mr. A. Malik works for FMES Corporation which provides machinery, equipment and

engineering services to the food processing & packaging industry. FMES started

operations in Karachi five years ago and after developing good business in the local

industry, started to cultivate clients in Punjab as well. The response from upcountry

clients has been good and business there is growing rapidly.

So far all upcountry clients are serviced from FMES’s Karachi Office. This entails a lot

of travel for the engineers and project managers. Management has been considering theoption of opening an upcountry office in Lahore to be closer to its customers and hence

serve them better. It appears that the cost of running an additional office will be less than

the current cost of travel and stay incurred by the visiting staff. This could also help

accelerate new business development.

On behalf of Mr. A. Malik, write a report to investigate the feasibility of opening the

additional upcountry office in Lahore. You need to consider both the quantitative and

qualitative benefits of this investment i.e. improved service for customers, saving of

costs and new business prospects etc.

The report should include a line/bar graph showing recent growth of upcountry business

as a percentage of total business. You may assume any necessary details. (10)

Q.6 Summer season brings with it the phenomena of electricity load-shedding and power

outages. This year the problem has been unprecedented due to a massive increase in

industrial and consumer demand, with no matching addition to the power generation

capacity in the last few years due to the impending privatisation of the Electric Utility.



(2)

Newspapers have been full of reports and letters, blaming the newly privatised Electric

Utility Company for power outages. While there are no hopes for things getting better

this season, the Utility is confident of installing additional generation capacity before

next summer, and promises marked improvement in service.

Draft a Press Release on behalf of Mr. Ali, who is the Public Relations Officer for the

Electric Utility and is required to respond to the barrage of criticism appearing in the

newspapers. The press release should show an understanding of the problems faced by

the public. It should also give an account of the situation as it exists today. The public

should also be assured of the Utility’s efforts to improve the situation. (09)

Q.7 What do you understand by the transactional axioms of interpersonal communication?

Briefly mention the implications of the axioms of interpersonal communication. (09)

Q.8 ANZ Company Limited has been your customer for a long time. There have never been

any issues regarding payment of bills, until recently. However, the last few bills have not

been paid despite repeated verbal reminders. Write a letter to ANZ Company Limited for

settlement of the overdue invoices, bearing in mind that this is the first written reminder

for payment.

Note: Do not write your name, roll number etc. Instead you may use the name ABC. (09)

Q.9 (a) Stress among employees can often be linked to their organisational roles. Such role

stress emanates from phenomena like Role Ambiguity, Role Conflict, Role

Overload, and Role Underload. Explain each of the above with examples anddiscuss how they result in stress for the individual concerned. (07)

(b) Sajid Ali is managing a large department in a service organisation. There are great

demands on his daily time in office due to the ever increasing workload and tight

deadlines. Since he is a departmental head, most of his assignments come in big

unmanageable chunks where he finds it difficult to keep track of progress. He tries

to work at several projects at the same time and works monotonously from

morning till late evening at the same pace. While there are several people in his

team, he ends up doing all the detailed work himself. There are many unwanted

diversions and disturbances in office that make him lose focus and concentration.

Working under pressures of time continuously, Sajid is feeling stressed out.

Considering the above situation, give some tips to Sajid Ali regarding time

management and efficient handling of workload, so he can reduce his time-related

stress and work more effectively? (07)

Q.10 (a) The reason for existence of an organisation can be assessed from its Vision,

Mission, Goals, and Objectives. What do you understand by these terms? (07)

(b) Jet Air has been for long the only national flag carrier airline in the country.

Following government’s opening up of the domestic air travel industry to private

enterprise, the market dynamics have changed. Several new private airlines have

started operations and they have been setting new standards in service quality and

operational efficiencies. Jet Air has been feeling the pinch of keen competition

from these new players and losing ground. Years of working in a protected and

monopolistic environment meant that it had become an ineffective and inefficientorganisation, with huge cost structures and low customer service standards.



(3)

Recently, there has been a change in top leadership of the airline, and the new

managers are determined to turn the airline around. Customer satisfaction, safety,

punctuality, and operational efficiency are the new mantra; and the management is

determined to bring about excellence in all departments.

You, as Head of Corporate Strategy, have been assigned to come up with new

statements of Vision and Mission. Also give at least three Goals and Objectives for

the airline. These pronouncements have to be challenging and inspiring for the

employees, and exciting and promising for the customers. (09)

Q.11 Any major change in internal business environment is bound to face stiff resistance.

What types of organizational strategies are required to introduce changes successfully

and reduce the level of resistance from the employees? (05)

(THE END)





March 10, 2007

BUSINESS COMMUNICATION & BEHAVIORAL STUDIES(Marks 100)

Module C (3 hours)

Q.1 Enumerate various conditions and relationships which might become ‘barriers to

communication’ and hinder smooth flow of departmental and individual co-ordination

and work. (08)

Q.2 Sitara Bank Limited has recently launched a ‘Consumer Finance Scheme’ and

introduced three new products covering car financing, home financing and credit card.

Prepare a letter addressed to all the existing and potential clients informing them about

the new vision of the company related to consumer financing. The letter is to be signed

by Mr. Adnan Aslam, Business Unit Head, Consumer Banking. (09)

Q.3 In local labour intensive manufacturing companies, it has been observed that the

immediate monetary rewards linked with performance are good motivators and create a

win-win situation. Workers and supervisors are hardly moved by long term

organizational benefits. Some experts treat this as a disadvantageous situation for our

industry as it hinders stable, loyal and committed workforce.

(a) Comment on the power of money as a tool to motivate employees. Does increase

in pay always result in improved productivity and performance? Please give

reasons to support your answer.

(b) How would you define ‘intrinsic motivation’ and what are the important factors

for creating intrinsic motivation in employees? Identify and explain briefly.

(05)

(06)

Q.4 (a) Differentiate between an organization’s objectives and its mission. (04)

(b) Conflicts may arise between different types of goals in an organization. Brieflyexplain how such conflicts are usually dealt with. (03)

Q.5 List and explain the concept and principles of ethical communication to be practiced in

business organizations. Give two examples of unethical communication under each

principle. (13)

Q.6 Usually it is very difficult to avoid being discourteous while communicating your

disagreement or protest. By giving suitable examples, describe how you would avoid

being unpleasant, in such situations. (06)

Q.7 “The role of a leader or chairperson is very important for having a constructive

discussion”. Briefly explain the statement and describe at least seven factors which

identify the range of communication skills required by the controlling member of a

successful discussion. (10)

MUHAMMAD MOHSIN RAZA



(2)

Q.8 Explain the concept of “Psychological Contract”. List down individual and

organizational expectations which form the basis of this contract between the employer

and the employee. (13)

Q.9 You are the secretary of the Executive Committee (EC) of the company where you

work. Managing Director of the company is the Chairman and the functional heads ofMarketing, Production, HR and Finance are members of EC. In its monthly meeting

held on 2nd

of January 2007, the EC discussed various issues and decided the following:

- Investment of Rs. 150m for modernization of plant to increase capacity as per

sales forecast.

- Advertising campaign with an expense of Rs. 10m for the new product for the

next quarter.

- Proposal for opening up new branch office in Dubai to be further refined with

detailed market feasibility and competitive analysis to be presented in the next

meeting.

-

Key performance indicators related to quality and customer complaints werereviewed. Marketing and Production departments were asked to submit detailed

analysis and improvement plans in the next meeting.

- Appointment of M/s Shumail and Company as the new legal advisors in place

of M/s Hanif and Company.

Prepare minutes of the meeting to be circulated to EC members using “Action Format”.

Assume necessary additional details and remember that the meeting also carried out

normal business of reviewing last meeting’s minutes, deciding date of next meeting,

vote of thanks etc. (11)

Q.10 Newly appointed National Sales Manager of your company convinced the managementto adopt an aggressive approach to expand the company’s market share. Strategy

included increased level of production for several existing products, launching a number

of new products, entry into sub urban and rural markets and aggressive advertising

campaigns for the new products. During the first three months after the implementation

of new strategy, company started experiencing slowing down of sales as compared to

budgeted levels, piling of stocks of raw material and finished goods, high financing

costs, slow recovery from the market and other allied negative impacts apparently

created due to non achievement of sales targets. Management was now concerned about

the gravity of situation and decided to review the strategy.

As a management consultant, the company’s management has requested you to

investigate the situation, highlight areas where strategies went wrong and giverecommendations for the new move. You are required to prepare a short formal report

for presentation to the management. (12)

Note: Name, Roll No. and signatures should not be disclosed in any letter, report or

any other answer.

(THE END)





September 04, 2007

BUSINESS COMMUNICATION AND BEHAVIOURAL STUDIES

(MARKS 100)

Module C (3 hours)

Q.1 (a) Explain what do you understand by Formal and Informal Communication? (05)

(b) Enumerate and explain briefly the reasons for establishment of Informal

Communication networks in organizations. (05)

Q.2 Household Technologies Limited (HTL) is engaged in the business of manufacturing and

marketing of a wide range of domestic home appliances. The Company has achieved

outstanding results for the year ended June 30, 2007 and its key indicators of performance

viz, production, sales and profits have exceeded the budget targets. In its recent meeting,

the Board of Directors while appreciating the team effort of the employees have decided

to grant a bonus equivalent to two months basic salary to all the employees.

In your capacity as Director Corporate Affairs, you are required to prepare an Internal

Memorandum addressed to the employees announcing the declaration of bonus. The

Memorandum while conveying management’s appreciation of the employees efforts

should briefly mention the target of increase in all the key parameters by 20 per cent forthe next year and the need for development of new products and markets to achieve

sustainable business advantage. The Memorandum should be prepared with the objective

to elicit maximum employee efforts to enable HTL to achieve leadership position in its

line of business within a period of 4 years. (10)

Q.3 In the present highly competitive business environment, successful and effective Business

Leaders devote an ever-increasing proportion of their time, effort and energy to the critical

tasks of strategic planning and organizational development and delegate the recurring

operational responsibilities to the lower echelons of management.

Identify and briefly explain any SIX different tasks/responsibilities which should beperformed by the top business leadership in an organization operating in an intensely

competitive business environment. (09)

Q.4 Briefly explain the following concepts: (10)

(a) Listening Skills

(b) Halo Effect

(c) Leadership

(d) Job Description

Q.5 Explain any TWO of the following Axioms of Interpersonal Communication: (06)(a) Inevitability of Communication

(b) Irreversibility of Communications

(c) Communication involves a Process of Adjustment



(2)

Q.6 Identify and explain briefly the different Levels of Needs as enumerated by Maslow in his

theory of Hierarchy of Needs. (08)

Q.7 The entire business of processing and marketing of Pure Water Co Limited (PWCL) has

recently been acquired by Clearwater Limited (CWL), a US-based multi-national

corporation. PWCL is a domestic company established in 1995 and, has over the period,created a reputation as a supplier of superior quality product with a highly efficient and

reliable distribution network in Karachi. Approximately, 1200 PWCL customers are the

large corporate entities and affluent households who are not only extremely conscious of

the quality of water they consume, but are also willing to pay premium prices for the

uninterrupted and reliable delivery of water at their premises. Consequently, any

breakdown in supplies would drastically affect the water consumption habits of these

customers who may switch-over to other suppliers vying for this highly lucrative segment

of the market. These 1200 customers account for 80-85 per cent of PWCL’s total

turnover.

CWL’s decision to acquire the business of PWCL at a substantial goodwill was based

largely on the retention of this established and lucrative customer profile. In the

intervening period of change of management and replacement of PWCL’s empty/filled

bottles, there were considerable disruptions in supplies. This has created resentment

among the important customers who have threatened not only to switch-over to other

suppliers, but also claim refund of deposits for the empty bottles retained by PWCL. This

threat, if carried out, would adversely affect CWL’s business and cause huge losses.

As Director Marketing of CWL, you are required to write a persuasive letter to be issued

to the important customers, apologizing for the inconvenience and assuring them that such

disruption in supplies would not occur in future. Also state, that as a gesture of goodwill,

supplies of water equivalent to the previous two weeks consumption would be provided

free-of-charge to the customers. (12)

Q.8 Explain what do you understand by Negotiations? Briefly explain the various stages of

the negotiation process. (11)

Q.9 What kind of information would normally be included in a House Journal/Company

Newsletter issued by a progressive fertilizer company which has over 3000 employees in

various cadres? Identify nine different types of information which would be of general

interest to the employees. (09)

Q.10 In all large organizations, numerous Internal Reports are prepared by individuals anddepartments for review at various management levels. Identify Two Reports which are, in

your opinion, prepared in an integrated steel mill which has several specialized

departments and divisions and employs over 15,000 workers.

You are required to give:

(a) Name/Title of the Report

(b) Name of the Department which has prepared the Report

(c) Date and Purpose of the Report

(d) Name(s) of the Recipients of the Report

(e) List any 4 types of information which would be contained in the Report (10)

Q.11 Identify the different phases of the Process of Communication. (05)

(THE END)





(2)

Q.4 Safe and Swift Transport Company Limited (SSTCL) is an affiliate of a worldwide group

engaged in the business of door-to-door transportation of goods. The Company has a fleet

of 300 trucks in Pakistan with offices in all the important cities and towns. The Company

has highly skilled and competent truck drivers, loaders and other support staff on its

payroll. SSTCL takes pride in the quality of its prompt, safe and efficient services for

which it charges premium freight rates as compared to other goods transport companies.

Consequently, its clientele includes foreign embassies, top-tier national and multinational

companies, besides high net-worth individuals who value the quality of reliable services

offered by SSTCL.

Mr Robert Smith, a senior consular in a foreign embassy in Islamabad has lodged a

complaint that his valuable 60 inch Plasma TV which was booked from Karachi to

Islamabad under Freight Bill No 4896 dated January 28, 2008 has been damaged and is a

total loss. The carton containing the television had the following distinctive markings:

“Fragile – Handle with Care.”

Mr Smith has lodged a claim of Rs 100,000 for the loss of his TV. Mr Smith, through hisConsulate, provides substantial lucrative business to SSTCL on a regular basis.

In your capacity as Director of Operations of SSTCL, Islamabad, write a polite letter to

the customer, offering apologies for the mishap and undertaking to pay compensation for

the loss immediately. Also state that you will make full investigation in the matter and

assure the customer of your continued safe and efficient services in future. (12)

Q.5 (a) It is a well acknowledged fact that all forms of External and Internal Written

Business Communications have an inherently formal and impersonal style which

do not necessarily reflect the personal characteristics/traits of the individuals

responsible for the communication. Give six reasons why this type of style isstrictly adopted in large and complex business organizations. (09)

(b) The following inappropriate statements have been observed in written business

communications:

(i) All payments must be made in time.

(ii) You have failed to supply the Product Code and we can not fill the order

until you provide the proper details of the required code

(iii) May I have an appointment for a job interview? You may telephone me on

745986 between Monday and Friday.

Re-write each of the above statements to meet the requirements of Effective

Business Communication. Also indicate the violation of the specific principles ofseven Cs in each of the above cases. (06)

Q.6 As a Senior Associate of a firm of professional Management Consultants, you have been

assigned to lead a team who would undertake a comprehensive study of the unsatisfactory

performance of an integrated textile mill with spinning, weaving and finishing facilities.

Identify the Headings of the Parts of your Formal Report to be submitted to the clients.

Please note only the titles of Headings of the Formal Report are required. (05)

Q.7 What is Leadership? In your opinion what are leadership skills and why are they of such

critical importance for the success of global operations in the present business

environment? (08)



(3)

Q.8 Describe the types of situations in which indirect approaches of communication are

adopted in framing of business messages. What are the steps that are generally followed

in writing of indirect communications in business? (10)

Q.9 Briefly explain the following concepts:

Perception

Job Satisfaction

Total Quality Management

Organizational Culture (10)

Q.10 As a Professional Trainer, you have just completed a 3 hour Training Session on the

subject of International Trade Financing for a group of twenty Management Trainees of

Phoenix Bank Limited. You are keen to measure the success of the presentation and

would like to know the extent to which the trainees have absorbed and benefited from the

lecture. Identify four different methods by which you can obtain feedback from the

trainees. (06)

Q.11 TV panel interviews conducted with prominent personalities in various fields show that

these individuals often lack good communication skills. Identify four of the most

common traits which are indicative of their unsatisfactory communication skills. (06)

(THE END)





September 2, 2008


(MARKS 100)

Module C (3 hours)

Q.1 Explain what do you understand by a Business Meeting and give three reasons for

convening such meetings. List the essential steps that have to be kept in focus for

convening a successful business meeting? (08)

Q.2 (a) What do you understand by the term Organizational Culture? (03)

(b) List and briefly explain the four different decision-making styles of leadership. (06)

Q.3 Briefly explain any four of the following concepts:

Information Overload

Horizontal Communication

Filtering of Information

Selective Perception

Semantic Noise (10)

Q.4 Since its inception in 1980, The Citizens Housing Finance Corporation (CHFC) has been

managed by executives from varied professional backgrounds and experiences. Most

members of the senior management team had put in long years of service in their previous

assignments and were on the verge of retirement when they were hired by CHFC. Due to

the nature of the composition of its management team and the frequent changes of

personnel at the senior management levels, CHFC has not been able to develop a

performance–oriented organizational culture and has, over the period, adopted a highly

bureaucratic style of management. This often causes friction in the internal working within

the organization and gives rise to frequent complaints from regulators, customers and other

stakeholders.

Identify and describe four common weaknesses/shortcomings which, in your opinion,

would be readily apparent in the working of CHFC as it pursues a highly bureaucratic style

of management. (06)

Q.5 Fancy Apparel Company Limited is presently in the business of manufacture of garments

for the middle-class segment of the market. The Company has ambitious plans to enter in

the high-fashion ladies garment business. To achieve effective coordination, the

management is of the opinion that various departments should be assigned specific goals of

performance for the next two years in order to meet stringent delivery schedules. This is

particularly important because a large number of new employees will be recruited who

would work in a team environment with the existing work force. State what advantages

would be achieved by implementing a formal goal setting system in the company? (09)

Q.6 List the essential components of the Communication Process. (03)



(2)

Q.7 Selection of appropriate medium of communication is of vital importance for the successful

transmission of information from the sender to the target audience.

(a) Identify the circumstances in which written, oral and electronic media would be the

most appropriate means of communication for delivery of information to the target

audience. (06)

(b) Explain what is meant by good communication skills. (02) (c) Good communication skills are of crucial importance for senior management

positions and a busy executive in a major corporation must possess different types of

communication skills for the conduct of his day-to-day responsibilities.

Identify and give five different situations and the different types of communication

skills a senior executive has to utilize in each case. (05)

Q.8 According to empirical studies conducted in widely diversified business organizations, 20

per cent of the employees perceived their jobs as most stressful, while 60 per cent of the

employees considered their jobs as moderately stressful.

State what do you understand by Job Stress? Identify and explain briefly howenvironmental, organizational and personal factors can cause high levels of stress among

employees. (08)

Q.9 (a) Poor listening is often a major cause of oral miscommunication. A considerable

number of persons are “inefficient listeners.” Narrate the steps that would

substantially improve a person’s listening capabilities and contribute towards

developing good listening skills. (05)

(b) What rules of etiquette should be followed in sending e-mail messages? (05)

Q.10 Human Resource Managers who are closely involved in the recruitment of personnel at

management levels are of the opinion that a carefully-prepared resume which meets thespecific requirements of the post advertised in the media stands a significantly better

chance of receiving a positive response for an interview vis-a-vis a resume which follows

“a shot-gun approach” and is designed to be forwarded to a wide range of prospective

employers.

(a) List five attributes which would make a resume distinctive and stand apart from the

“run-of-the-mill” resumes and attract the interest of a Human Resources Manager to

meet and assess the prospective applicant’s suitability for the position.

(b) What are the distinctive characteristics of a chronological-format resume and a

functional-format resume?

(c) Briefly enumerate the situations in which each of these types of resume is more

suitable from an applicant’s standpoint for drawing a favourable response from therecruiters. (12)

Q.11 The recent surge in prices of fresh milk has created considerable resentment among the

public who feel that the dairy farmers are charging exorbitant prices and making excessive

profits at the cost of the consumers.

In your capacity as the Chairman of the Pakistan Dairy Farmers Association write a

persuasive Letter to the Editor to be published in the dailies “Dawn” and “The Nation”

explaining the viewpoint of the dairy farmers and the factors responsible for the increase in

the cost of production of milk which has forced the dairy farmers to increase their prices.

You may assume any data that you may choose to make the case of the Pakistan Dairy

Farmers Association convincing and persuasive. Assume that the name of the Chairman isAbdul Rahim Khan. (12)

(THE END)





March 3, 2009


(MARKS 100)

Module C (3 hours)

Q.1 Apollo Industries Limited (AIL), is currently experiencing intense conflict and work

friction between the Research & Development Department and the Marketing Department.

The Marketing Department often puts forth the argument that the customers are not willing

to pay premium price for the co-called innovations and improvements in the products. The

increase in costs on account of perceived improvements in product designs results in higher

prices which undermine the marketing efforts in the face of intense competition. The R&D

Department is of the firm opinion that in the absence of sustained efforts to upgrade and

improve the quality of the products, AIL would lose its competitive advantage and its

image as an industry leader would be adversely affected. The Marketing Department has

not been able to achieve its targets and apportions the blame on the inability of the R&D

Department to understand the current competitive environment. The CEO is most

concerned about the situation as it is adversely affecting the overall performance of the

company.

You are required to explain to the management of AIL the following :

(a) Identification of the various factors which give rise to inter-group conflicts.

(b) Both the positive and negative outcomes of internal conflict.

(c) The steps that should be taken by AIL to reduce the negative impact of internal

conflict in the above situation. (12)

Q.2 Leaders through their vision, foresight, business acumen and commitment provide impetus,

direction and lay the foundation of some of the largest and most successful business

organizations. Leaders are also known for their ability to create deep feelings of

confidence, trust and respect which inspire and motivate their followers to achieve positive

results.

(a) What are the distinctive styles of transactional and transformational leaders?

(b) Describe the characteristics and approaches of transactional and transformationleadership. (07)

Q.3 (a) What do you understand by the term Negotiations?

(b) In what situation would Third Party involvement in Negotiations be considered to be

appropriate?

(c) List and explain briefly the basic roles of the four different types of Third Party

negotiations. Mention the unique characteristics of each of the Third Party

negotiators with their basic differences. (09)

Q.4 (a) Explain what do you understand by a Notice Board. Briefly mention three drawbacks

of communication of information through the Notice Board. (06) (b) What is a Learning Organization? State four distinguishing characteristics of a

Learning Organization. (06)




(2)

Q.5 It is widely acknowledged by communication experts that positive messages elicit more

favourable responses vis-à-vis messages which carry negative undertones.

You are required to transform the messages given below into positive messages to remove

any negative perceptions by the recipients.

(a) The Board rejected three of the twelve proposals submitted by the management.(b) We shall not give discount on orders worth less than Rs. 10,000.

(c) We would not be able to complete the order before the end of the month.

(d) Employees’ tea breaks should not be longer than 15 minutes.

(e) We cannot begin the printing work until all the revisions are reviewed.

(f) We do not provide insurance cover for a period of less than six months. (06)

Q.6 (a) Recent developments in communication and information technology have enabled

organizations to link their world-wide operations and achieve close co-ordination

and control of their businesses located in different countries. Satellite capabilities,

advancements in optic fiber band width and software make it possible to beam

messages from one place to another almost instantly. This has considerablyincreased the use of video conferencing technology by business organizations.

List five factors which in your opinion, have contributed to the increasing popularity

of video-conferencing in recent years. (05)

(b) Implementation of an efficient system of Formal Communication Channels is

essential for smooth performance in business organizations.

State four main advantages which accrue to an organization having a well planned

system of formal communications. (04)

Q.7 (a) The use of buffers is recommended to soften the adverse impact of bad news

messages. However, in certain situations it is considered advisable to avoid the use

of buffers while conveying negative or unfavourable messages and come directly to

the point of the message.

Briefly explain four situations under which the direct approach is considered to be

the more appropriate and effective option for conveying bad news messages. (06)

(b) Feedback is considered to be a critical component of the communication process as

it enables the sender to determine whether the message was, in fact, received and

understood by the receiver as intended by the sender. In spite of its vital importance,

feedback poses serious problems in the communication process.

Explain briefly the circumstances in which such feedback may not prove to beeffective and, in fact, be detrimental to the process of communication. (05)

Q.8 As CEO of Earnest Pharmaceuticals Limited you have today concluded marathon

negotiations for the merger between your Company and Zenith Pharmaceuticals Limited.

You would like to inform your employees about the merger, before the announcement is

made public. The merger agreement contains a number of detailed clauses. At this stage,

you would like to inform the employees of only the significant aspects of the merger.

Draft a Circular Letter containing between 150 - 200 words, to be addressed to the

employees in all cadres informing them of the circumstances which have led to the merger.

They should also be informed of the imminent lay-offs to cut costs and revisions in

seniority, pay packages and perquisites of the retained employees. The letter should also

apprise the employees that important developments would be disclosed as they unfold from

time to time.

Assume that your name is Shahid Ahmad. (12)



(3)

Q.9 (a)

(b)

Explain what do you understand by the term ‘Business Report’

What are the different purpose of preparation of Business Reports? (06)

Q.10 An empirical research study of a sample of approximately five hundred diversified

business organizations showed that communication skills were lacking in a large number

of candidates who had applied for managerial positions.

Briefly explain the different ingredients of good communication skills that employers seek

and expect from the prospective applicants for managerial positions. (10)

Q.11 Explain the term Universals of Interpersonal Communication. List eight Universals of

Interpersonal Communication. (06)

(THE END)





September 8, 2009

BUSINESS COMMUNICATION & BEHAVIOURAL STUDIES

Module C (MARKS 100)

(3 hours)

Q.1 Winsome Appliances Limited (WAL) is manufacturer of various types of electrical

household appliances such as refrigerators, microwave ovens, vacuum cleaners, washing

machines and grinders. The Company’s products which once enjoyed good reputation in

the market have gradually witnessed considerable decline in sales and alarming reductionin its market share. It has been observed that the company is facing serious Human

Relations problems, both in the management cadres and at the workers levels resulting in

its poor performance.

List five qualitative and five quantifiable factors which would provide insight into the

nature of the problems faced by WAL and enable an independent consultant to formulate

workable HR strategies. (10)

Q.2 Charismatic Leaders by the force of their personality appeals and confidence are capable

of having profound and extraordinary influence on their followers. Often, they are the role

models and most admired visionaries and command deep respect and adulation amongst

their followers. However, responsible and organization-oriented charismatic leaders aremindful of the pitfalls of their charismatic styles of leadership.

In your opinion, what steps should a charismatic leader of a highly successful business

organization take to minimize the adverse effects of charismatic style of leadership? (06)

Q.3 (a) Explain what is a Matrix Structure. (04)

(b) As an informal communication network, Grapevine exists in all big organizations

and transmits information through unofficial channels. Give five characteristics

which are commonly observed in all Grapevine networks. (05)

Q.4 Reliable Computers Limited has recently imported 1200 computers from Taiwan. Theconsignment packed in 12 pallets was shipped through Eastern Freight Airways. On

examination of the packages, the Consignee has found that 200 computers have been

damaged due to mishandling by the loading staff. The computers have been damaged

beyond repairs and have to be considered as a total loss.

As Manager Imports, you are required to draft a Claim Letter to Eastern Freight Airways

describing the problem and making a strong case for compensation. The Claim Letter

should contain all pertinent information necessary to make a well-substantiated claim for

compensation. Assume that your name is Khalil Ahmed. (12)

Q.5 (a) Briefly explain the term Organizational Culture and its significance for an

organization. (03)

(b) In your opinion, what characteristics are readily apparent in an organization with

firmly entrenched positive cultural traits? (06)



(2)

Q.6 Match any five of the following typical non-verbal communication gestures or movements

with their interpretations by the recipient of the message:

Non-verbal Gesture Message Interpreted by Recipient

(i) Standing with hands on hips sincerity, openness/ innocence

(ii) Brisk, erect walk defensive attitude

(iii) Open palms degrading attitude

(iv) Arms crossed on chest confidence

(v) Head tilted forward readiness and aggressive attitude

(vi) Shaking hand with face turned in a

different direction

showing deep interest in the message

(05)

Q.7 (a) Match the Names of the Reports given below with their nearest description:

Operating Report:

(i) Income tax Return (ii) Report on Bank Borrowings

(iii) Sales Call Report (iv) Monthly Production Report

Personnel Activity Report:

(i) Report of Pension Plan (ii) Report on Staff Loans

(iii) Monthly Absenteeism Report (iv) Report of Monthly Medical Expenses

Justification Report:

(i) Fortnightly Inventory Report (ii) Proposal of Capital Expenditure

(iii) Travel Expense Report (iv) Report of Returns sent to SECP

Final Report:

(i) Report of Progress (ii) Report of Results Achieved

(iii) Report of Sales tax Return (iv) Report of Fresh Recruitment (04)

(b) State the key advantages and limitations associated with e-mail as a media ofinterpersonal communications. (06)

Q.8 (a) What do you understand by minutes of a meeting? (02)

(b) List and explain briefly the important principles for writing of effective minutes. (06)

Q.9 The Children Welfare Trust, a highly reputable and well–managed organization, intends

to launch a major campaign for raising funds for establishment of a network of five

hundred primary and middle-level schools in the northern areas which have witnessed

widespread destruction in the recent conflict.

You are required to prepare a persuasive message to be circulated to the prospectivedonors seeking their help for this noble cause. The message should incorporate the

principles of effective communication for eliciting a favourable and positive response

from the donors. (11)

Q.10 What is meant by the term effective listening skills? Narrate six steps that a person should

take to develop such skills. (08)

Q.11 Explain the following Axioms of Interpersonal Communication:

(a) Inevitability of Communication (03)

(b) Communication involves a Process of Adjustment (03)

Q.12 List three reasons which give rise to conflicts. Enumerate the situations in which

conflicts may be beneficial for an organization. (06)

(THE END)





March 2, 2010

BUSINESS COMMUNICATION & BEHAVIOURAL STUDIES

Module C (MARKS 100)

(3 hours)

Q.1 In the rapidly changing business environment, dynamic organizations have to continuously

anticipate the impact of these changes on their business and introduce modifications in

their organizational structures to enable them to improve and further consolidate their

competitive advantages.

(a) Identify and describe the factors which make it necessary for businesses to introduce

changes in their organizational structures. (06)

(b) Briefly explain the strategies which are usually adopted to overcome the resistance to

change in an organization. (06)

Q.2 (a) Serious efforts are required to avoid deadlocks in negotiations. Quite often the

deadlock appears when the negotiation process is in an advanced stage. List any four

measures which a skilled negotiator may adopt to avoid a deadlock in the final stages

of negotiations. (06)

(b) It is a widely held belief that the success of a meeting depends to a considerable

extent on the leadership and communication skills of the person presiding the

meeting. Describe the important tasks that the chairman of a meeting is expected to

perform, in order to achieve optimal results from the deliberations of the meeting. (05)

Q.3 In all progressive organizations, managers have to delegate authorities to their

subordinates for achieving the business objectives of the organization. Although the

process of delegation of authority is a widely accepted phenomenon, yet managers are

often not able to benefit from effective delegation of authorities.

Identify eight barriers which generally create impediments in the process of effective

delegation of authority. (06)

Q.4 (a) Define Request for Proposal (RFP) and identify four important items of information

that are contained in a RFP. (03)

(b) List the various Headings of Paragraphs contained in a detailed Proposal (Only the

Headings are required). (03)

(c) What are the essential qualities of a well-prepared Proposal? (03)




(2)

Q.5 (a) What do you understand by the term non-verbal Communication? Briefly explain the

important characteristics of non-verbal Communication. (06)

(b) What is meant by Upward Communication? Narrate the purpose of Upward

Communication. (03)

(c) Why is Upward Communication of particular importance in Learning Organizations? (03)

Q.6 Feedback is a critical component of the communication process as it enables the sender to

determine whether the message has been received or understood. Although feedback is of

considerable importance in the communication process, it is observed that it is often

ignored in certain situations.

(a) Give reasons why managers are often reluctant to provide Feedback to their

subordinates? (04)

(b) Narrate any six steps which a manager may take to make the Feedback tosubordinates more acceptable in difficult situations? (06)

Q.7 (a) What is meant by Management by Objectives (MBO)? (02)

(b) State the steps involved in the process of establishing goals and plans by MBO. (04)

Q.8 Mr. Abdul Basit is Director of Student Relations of Palm Tree College of Business, a

prestigious business school which offers courses at the graduate and post graduate level.

On behalf of Mr. Abdul Basit, write an invitation letter to Mr. Salahuddin Khan, Dean of

Business Strategies, who is at present on a private visit to Karachi requesting him to be theKeynote Speaker and give a lecture on the topic of ‘Business Strategies of Leading Global

Corporations.’ (12)

Q.9 (a) State and explain briefly the important steps involved in the planning of written

messages. (07)

(b) “A well-planned negative message conveys the negative information clearly while

retaining as much goodwill as possible.” What are the important points one should

consider in communicating a negative message? (05)

(c) What is meant by Agenda of a meeting? When is the Agenda sent to the participantsof a business meeting? (02)

Q.10 (a) What is Autocratic style of Leadership? (02)

(b) Give four advantages and disadvantages each of Autocratic style of Leadership. (06)

(THE END)



The Institute of Chartered Accountants of Pakistan Business Communication and Behavioural Studies

Intermediate Examinations – Autumn 2010 August 31, 2010Module C 100 marks - 3 hours

Q.1 Highly successful companies build Organisational Structures which are closely aligned with theirmissions and goals, nature of business, level of technology, size and location(s) to enable them toachieve distinct competitive advantages and earn high profits. On the other hand, there are business entities which carry the burden of serious deficiencies in their organisational structuresresulting in unsatisfactory performance, low profitability and poor returns on investment.

(a) Identify six characteristics which are generally observed in the day-to-day working of

business entities which do not have appropriately designed organisational structures.(03 marks)

(b) Give brief explanations of each of these characteristics. (06 marks)

Q.2 Written Business Communication is most effective when the sender has planned the proposedmessage carefully to ensure that the message is conveyed to the receiver(s) in the same context asis envisaged by the sender.

(a) Identify the five important steps in the planning of written messages to ensure that thecommunication is effective. (2.5 marks)

(b) Give brief explanations of each of the above steps. (7.5 marks)

Q.3 List six traits each which are observed in a Good Listener and a Poor Listener. (06 marks)

Q.4 (a) Define Code of Ethics. (02 marks)

(b) State four advantages which soundly-managed business organizations seek to achieve byadopting Code of Ethics. (04 marks)

Q.5 (a) While discussing Styles of Leadership of Managers, Douglas McGregor refers to Theory X

and Theory Y. State the salient features of Styles of Leadership based on each of theseTheories. (06 marks)

(b) List any four positive outcomes of conflict. (02 marks)

Q.6 (a) Enlightened corporate managers realise that a competent and loyal work force contributesimmensely to the creation of competitive advantage for organisations engaged inknowledge–based business activities.

Briefly explain four policy measures which enlightened corporate management shouldadopt to create an internal environment to retain its most competent professional workers

and discourage them from joining its competitors. (06 marks)

(b) Briefly describe the term Group and list six important attributes of a Cohesive Group.( 06 marks)



Business Communication and Behavioural Studies Page 2 of 3

Q.7 (a) Identify six different phases of the Process of Communication. (03 marks)

(b) It is widely acknowledged by communication experts that positive messages elicit morefavourable responses vis-à-vis messages which carry negative undertones.

You are required to transform the messages given below into positive messages to removeany negative connotations by the recipients. (i) Our company has a strict policy not to accept orders for amounts of less than Rs 2.5

million. (ii) The employees’ lunch break should not be longer than 45 minutes. (iii) The inter-city Express Bus Service will not wait for more than 15 minutes at any

stop. (iv) We do not offer discount to customers who want credit facilities. (v) Do not apply for the position of Security Officer if your height is less than 185

centimetres. (05 marks)

(c) The concepts of Completeness and Clarity are integral ingredients of the Seven C’s of

Communication. Explain briefly these two concepts, stating why they are accorded highdegree of importance in business communications. (05 marks)

Q.8 You are the manager of Elegant Furnishers which manufactures superior quality furnitureexclusively for the high-end of the market. Your customers belong to the affluent class whoprefer to change the décor and style of their residences at regular intervals and purchase furnitureof latest contemporary designs and fashions. Each individual client is important and you wouldgo to any lengths to retain the goodwill of these customers. Most of your customers have closesocial interactions and adverse comments by even a single customer may result in loss of business from other customers.

Mr. Zaman Khan, who is your valued customer, has complained that the quality of the furniturepurchased by him amounting to Rs two million is not satisfactory. The quality of wood used issubstandard and the workmanship of polishing of the furniture is poor. He has expressed hisdisappointment and asked you to replace the entire furniture.

You are required to write a letter to the customer to convey your apologies for the inconveniencecaused and offer to undertake the polishing and other works at your cost to the entire satisfactionof the customer. Your letter should be worded politely and convey the message that customersatisfaction is very important for you.

Assume that your name is Muhammad Sadiq. (11 marks)

Q. 9 (a) What is a Memorandum? Why is it used so frequently in inter-office communications?(05 marks)

(b) Write the following decisions as they would be recorded in the Minutes of meeting of the board of directors of a limited company. (i) The name of the Company should be changed from Karachi Trading Company

Limited to National Trading Company Limited. Mr. Hameed Ahmed, Secretaryshould handle all matters relating to the change of the name of the company.

(ii) Mr. Sohail Ahmed is appointed as Chief Executive Officer from September 1, 2010at a salary of Rs 6 million per annum plus benefits, according to the company policy.

(iii) A bonus equivalent to one month’s basic salary should be paid to all the permanent

employees of the company for the year ended March 31, 2010. (iv) Shahid & Company, Chartered Accountants are appointed as statutory auditors of the

Company for the year 2010-2011 on a remuneration of Rs. 200,000. (04 marks)




Q.10 Superb Fans Limited (SFL) are manufacturers of a wide range of electrical fans and have beenacknowledged as a key player in the market due to the elegant design, durability and reliableperformance of its products. Since the past two years, SFL has been affected by decline indomestic demand, fall in exports due to global recession and rising prices of its essential rawmaterial inputs. This has caused a drop in sales revenues and increase in costs resulting in sharp

erosion of the company’s profitability. The board of directors has decided to strictly curtail allexpenditures, including freezing of salaries, reduction in fringe benefits and withdrawal of loanfacilities to employees.

In your capacity as Chief Executive Officer of SFL, you are required to write a Circular Letteraddressed to the staff explaining the circumstances which have forced the company to adoptstringent austerity measures. Also inform the staff that the SFL would avoid layoff of itsemployees as they have made invaluable contributions towards the company’s achievements.The Circular Letter should apprise the employees that the hardships would be overcome and thesituation would change with the improvement in the economic conditions.

Assume that your name is Zahid Awan. (10 marks)

Q.11 “Noise” is a phenomenon which interferes in the delivery of messages. Explain briefly what ismeant by Physical, Psychological and Semantic Noises. (06 marks)

(THE END)




Intermediate Examination – Spring 2011 March 8, 2011Module C 100 marks - 3 hours

Q.1 White Peak Mountain Resorts Limited (WMRL) owns and operates a chain of facilities at threedifferent holiday locations in the northern areas. The facilities include five star hotelaccommodation, mountain camping sites, a fleet of vehicles, horses for riding enthusiasts and ahost of other entertainments for affluent holiday-makers to make their visits enjoyable. A largenumber of staff with diverse skills is involved in the management and operation of thesefacilities.

A substantial portion of the facilities have been expanded and upgraded at a considerable cost inthe last 2 years. However, the actual performance has not been satisfactory and the revenues andprofitability have fallen far short of expectations. It appears that rivalries and conflicts amongthe staff at the three different facilities have adversely affected the quality of service resulting incustomer complaints which has brought a bad name to WMRL

You are required to identify and explain briefly the factors which could be responsible forconflicts in WMRL and affecting the quality of services rendered to the customers. (10 marks)

Q.2 (a) What are the distinctive characteristics of a “High Performance Team”? (02 marks)

(b) List five steps which, in your opinion, should the business leader of a progressiveorganisation take in order to create and develop a High Performance Team. (05 marks)

Q.3 (a) Marketing Experts know that prospective customers receive numerous visual and audiosales promotion messages. The customers have to discern from these messages whichproducts or services best satisfy their needs and are also most cost-effective.

Identify the steps which a skilled marketing expert should keep in mind in the planningand communication of an effective and well-targeted promotion message. (04 marks)

(b) Briefly explain the implied meaning conveyed in each of the following situations.

(i) A director tells his secretary “Don’t be late for the Investment Committee meetingtomorrow!”

(ii) A Group Leader while conducting an internal meeting occupies a position otherthan at the head of the conference table.

(iii) A CEO invariably comes late to the staff meetings, after the scheduled time, andmakes all the participants wait.

(iv) A job applicant submits a CV containing numerous spelling and presentationerrors.

(v) A subordinate calls his senior manager and asks, “May I come to discuss the salesreport?” The senior manager responds, “I’m working on an urgent assignment and

have to meet a strict deadline.” (05 marks)




Business Communication and Behavioural Studies Page 2 of 3 (c) Interpersonal Communication takes place in an environment which is influenced, to a

considerable extent, by prevailing attitudes and behaviour of individuals. The degree offeelings of friendliness or hostility determines the characteristics of the communicationenvironment.

List three characteristics each which would be readily apparent in:

a Friendly Work Environment, and a Hostile Work Environment. (03 marks)

Note: Explanations are not required.

Q.4 (a) State five attributes or abilities which in your opinion are essential for developingEffective Communication Skills in a competitive business environment. (05 marks)

(b) Rapid advancements in Information Technology have made significant impact on thepresent business environment and have created “new avenues” of doing business. Video-conferencing has provided business organisations with an alternative to face-to-facemeetings and can “bring together” participants even though they may be separated by

long distances. State five advantages of conducting meetings through the media ofVideo-conferencing. (05 marks)

Q.5 (a) Completeness and Conciseness are both essential principles of written communication,yet they may appear to be contradictory terms, to an individual who lacks insight in thecommunication process.

Briefly explain the underlying concepts of Completeness and Conciseness and illustratethe advantages of adherence to these concepts. Also state how the essence of these twoconcepts can be achieved without sacrificing the efficacy of any one of them. (08 marks)

(b) A letter conveying Bad News requires considerable tact and discretion on the part of thewriter as it must uphold the good image of the organisation conveying the bad news,retain continued goodwill of the receiver and also state something that is not very pleasantfrom the receiver’s standpoint.

Briefly describe the salient features which form part of a carefully-prepared “Bad News”letter. (05 marks)

Q.6 (a) Discuss what is Transformational Style of Leadership.

(b) Identify and explain briefly six characteristics and traits which are most commonlyobserved in leaders who pursue the Transformational Style of Leadership. (09 marks)

Q.7 (a) Define what is meant by the term “Attitude.”

(b) Identify and explain briefly the different Components of Attitude. (08 marks)

Q.8 Written Communications and Oral Communications serve different purposes in different business situations and the appropriateness of any one of them would depend on thecircumstances creating the need for communication.

(a) List five different situations in which it would be preferable to use the media of WrittenCommunication and not Oral Communication channels. (05 marks)

(b) State what is meant by a Business Report. Also list four different purposes for whichBusiness Reports are prepared in a typical large business organisation. (06 marks)



Business Communication and Behavioural Studies Page 3 of 3 Q.9 After the widespread floods in the country, the condition of the inter-city roads has deteriorated

considerably with the result that the Goods Transporters are faced with the problems ofescalating costs due to increase in commuting time, higher fuel consumption and frequent breakdowns caused by the poor condition of the roads. The collapse of bridges and the creationof temporary diversions result not only in rapid wear and tear of the vehicles but also causeserious accidents. As a result the problems of goods transporters have increased considerablyand they are forced to increase the freight charges.

As President of All Pakistan Goods Transport Association, you are required to write apersuasive letter to the Director General, Roads and Highways Authority, explaining the gravityof the problem and requesting him for urgent measures for repairs of the inter-city roads.

Assume that your name is Zahid Khan and your office is located at Badami Bagh Lahore.(11 marks)

Q.10 You are the Secretary of a leading organisation and are required to write and maintain theMinutes of the various meetings. State the important details which should be stated/presented

in the Minutes of these meetings. (06 marks)

Q.11 One of your senior colleagues has expressed the following viewpoints regarding awell-prepared CV.

(i) It should provide complete listing of the applicant’s skills and abilities, background,education and interests.

(ii) It is read very carefully and completely by the recruiters.(iii) It holds the key to the decision for the final selection of the applicant for the position.

You are required to state whether or not you agree with the above viewpoints and give reasons

in brief to support your response. (03 marks)

(THE END)



A BC DEFF BAE BC EE AABCD CE FCC DE

BCD E F D D D

DBD D BCEECD ABCDEC FD DE DBCD

E DB DF ABCDEC FD DE

BD

!" # $ %& DD % D' %D DD (D ) D '$% %" * % D %D( %D%D 'DD %DD+& D%D D' + ( D'D% )%& % %D) )D % DD"

F D % (% DD % D' +%D 'D %D D $ % D" !" #C

!" ,- #% %) %%% D' + #% .D F%"!$ #C

,- BC '+ ( + /%D" 0 + 1%D (% (D'% /%D D' ) D( % D2%" !% #C

!" ,- 3 4D F5 F 6)D F+D D' C% D' 4D F"!& #C

,- F '%D (% % % 4D F" !$ #C

!"7 ,- 3 + D' D + % 8( 1D( D' D%D DD5 !$ #C

,- 9$ 'DD( % D D) ) %DDD D + +% D ')D D 'D %" !% #C

,- * D ( F # + D %DD D' + ("

,- ) D' +D ' D + D' +D D) %%D ( :+& ( (D ) D D ) D D )D D D% +D"

,- D D 'D D % D' +D D D +" 3 (D ; + D %D 2D"

,)- <D D D % 'D +D D& D' C D+ '% D' % %D % +"

,)- ' +D ' D %D ) D% 1D D ( %; 'D 9 & + F & & +D ) % C D' D = >1D *? ( %% (D D D D%D"



AABCD CE FCC DE C

!" ,- 3 + %%% D' % 05 !& #C

,- 3 + @D #+%5 !& #C ,%- 0 + '%D (% % D ''%) @D D)" !& #C

!"E <D A D' F% # D' D @ 0" 3D D DCD D 'D ? F D D 9 D D%" 3 %D D (D&

(D "" % D' +D D (D'D% ) D+ 2 % %%"

<D ; D $D''% D D A D' A 9D%# ; 'D % D' D+ (D D " <D + + + %D %+"

'D( +D FD * D' A D' A 9D% # "

)! #C

!": 1 D+ 0 ,10- '% D' '' + D' %& C '" 10? D% %D D' D ;+ %D % + %D) )D" % D' 1 D' >DD? D ( % + 10 'D ' D % D D''D D" * D ) %) D %D 'D %D ' ) '%) %D %D 'D D 'D'%D+ D"

<D #%D D' B%D% 1& (D D D D D' 10"3 D #%D & 10 ) D' D ; 'D '% D' '%) ' + %D" *E DB +B,

CE )! #C

BD

!" ,- '+ %%% D' 1D D%D (% D) $= DD" !% #C

,- 3 + 8) D' D D%D5 0 FD 8) D' D D%D" !% #C

!" ,- BD+ D)D )D) %DC ; D D' ( %DD& +%DD+ D' ) D' )D+"

0 D D$D+ 1%D (% (D D % BD+ D)D ) D( C ''D 'D D 'D%" !% #C

'D( -C DE ./EDEC ED 0B,

,- BC '+ ( DDD% % G" F D (% % (D ' D " !% #C



AABCD CE FCC DE C

!" ,- <D ) D' D D' D) 9D D

'D% D' D %DD " @) D A D'D *D% (% (D % +D 9D" !% #C

,- * D D' G /D % %& (& %& % D%D% ( %+ D % ) D' D %" 3 %DD D %) D %) D 'D' G /D 5 !% #C

!" ,- B) D D)) ; D D' B''%) D%D

F D %) D) " 0 + D' D%D F (% +DDD 'D D %) %% >D D? ? D+? %D) )D" !" #C

,- BC '+ ( + B% 05 !$ #C

!" BC ( D +D + DD5 6'+ C )D D'

DD D%" )! #C

!" ,- '+ C '+ ;% D' (% D 'DD( D D' /) 6 D %& % ? % ')D D 'D %D D D' (? DDH;" !1 #C

,- '+ + DF $' D (% /) D' % + ) D %) D) D" !& #C

!"




Intermediate Examination 6 March 2012Spring 2012 100 marks - 3 hours Module C Additional reading time - 15 minutes

Instructions to candidates:(i) All the Questions from Section-A are compulsory.

(ii) Attempt any FOUR out of the SIX Questions from Section-B.

Section – A

Q.1 Group Conflicts are accepted as inevitable part of organisational interactions and bring to mind

connotations of antagonism and undesirable state of affairs. Identify and explain any six factorswhich are responsible for creating group-conflicts in business organisations. (09 marks)

Q.2 Fashion Planet was established as a one-person ladies dress boutique in 1995. Its founder,Ms. Humaira Haq, had a master’s degree in fashion designing which meshed well with a deeppassion to be a ‘leader of fashion and trend-setter’ whose unique designs would be emulated by thefollowers. Over the years, the business has grown considerably and it now has 50 employees on itspayroll.

Ms. Haq involved herself increasingly with her staff and a conducive work environment promoted both commitment and efficiency in the organisation. She was well aware of her employees’personal and professional needs and was always available with support and advice.

However, during the preceding year some innovative fashion designs, introduced after mutualconsensus of the key employees, failed to gain acceptance in the niche market and has left thecompany in a real fix. Fashion Planet has depleted a large proportion of its cash resources as it hadpurchased materials, most of which had to be sold at a substantial loss.

Last Friday, Ms. Haq called a meeting of her staff and told them, either they would have to accepta cut in salaries by 30 per cent from the next month or Fashion Planet may have to wind-up itsoperations. Although ample employment opportunities were available in the area for the trained

staff, the news left them in a state of complete shock. They never thought of Ms. Haq as a boss butas their mentor and family member. Almost 90 per cent of the employees expressed theirwillingness to accept the salary cuts until such time that the affairs of the company are stabilisedonce again.

In order to bring the affairs of the business back on track, Ms. Haq has approached two ex-collegefriends who have adequate experience in fashion designing. They have agreed to make equityinvestment and participate actively in the affairs of the business. This would involve introductionof a more formal organizational structure in Fashion Planet and adoption of a workable businessplan for future growth.

Required:(a) Identify six key elements of organizational culture presently prevailing in Fashion Planet.

(03 marks) (b) Identify and explain the changes in the organisation structure that Ms. Haq and her incoming

partners would have to introduce to achieve the business objectives and also retain thecharacteristics of the existing culture of the organisation. (09 marks)





Q.3 The concepts of Concreteness and Correctness are important ingredients of the Seven C’s ofEffective Communication. Explain these concepts and state why they are significant in thecommunication process. (06 marks)

Q.4 The Selection Committee of Atlas University of Engineering reviewed 35 applications for theposition of Head of Metallurgy Department. After two rounds of eliminations, the top three

candidates were invited for the final interviews in which the Committee met with each candidatefor one hour. The top three candidates were then invited to the campus to meet and exchangeviews with the key faculty members and the students’ representatives.

The Committee finally recommended the selection of Dr. Jamil Ahmed who has a doctorate inmetallurgy from a prestigious university.

As Secretary of the Selection Committee you are required to write a letter of approximately 150words to the candidates who were eliminated in the first two rounds, advising them that they willnot be receiving offers of employment. This letter should be addressed to:

Mr. XYZ

Plot No. F- 4000 North Nazimabad, Block 5 Karachi - 12345

Note:(i) Identical letters will be sent to the applicants who were eliminated in the preliminary rounds

at their respective addresses.(ii) Assume your name is Khalid Khan. (10 marks)

Q.5 (a) List five attributes which would make a Resume distinctive and stand apart from the largeinflux of resumes and attract the interest of an astute Human Resources Manager. (05 marks)

(b) What rules of etiquette should be followed in sending e-mail messages? (05 marks)

Q.6 Explain briefly the Participative and Authoritarian Styles of Leadership.

State the different situations in which each of these Leadership Styles would be most effective inachieving optimal results. (07 marks)

Q.7 Meetings at various levels are a common feature in any business organisation. Yet complaints areoften heard that meetings are a waste of time and effort and prevent people from attending to theirnormal work. Identify the important factors responsible for the widespread complaints about the

unsatisfactory outcomes from meetings. (06 marks)

Section – B

Q.8 Distributive Bargaining and Integrative Bargaining are the two types of approaches which areusually adopted in the process of Negotiations. These approaches are different in their bargainingcharacteristics which include goals, motivation, focus, interests, information sharing and durationof relationship.

Identify the basic differences between Distributive Bargaining Approach and IntegrativeBargaining Approach in the context of their respective bargaining characteristics mentioned above.

(10 marks)




Q.9 (a) Identify six traits which are commonly observed in Ineffective Listeners. (06 marks)

(b) Self-actualisation is a concept which has gained wide recognition in psychological andmotivational theories after its enunciation in Maslow’s Theory of Hierarchy of Needs.Explain the concept of self-actualisation. (04 marks)

Q.10 Two months ago, The Environment Protection Board had ordered the closure of your Paper andBoard manufacturing plant because it was discharging untreated effluent in the river causingpollution and adversely affecting the agricultural lands in the area and damaging the marine life inthe river. This unit is one of the largest paper and board mill in the country. The company hassince taken necessary measures to rectify the problem. As the Chief Executive Officer of the millyou are required to write a letter to the Director, Environment Protection Board requesting that thefactory may be re-opened to enable it to resume its manufacturing operations.

You should emphasise that all necessary measures have been taken to resolve the problem. Youmay make assumptions of any details/information that you may consider relevant to substantiateyour case for the re-opening of the mill.

Assume that the name of your Company is Sterling Paper and Board Mill Limited, Lahore andyou are Khalil Ahmed. (10 marks)

Q.11 (a) Re-write the following messages to remove any negative perceptions and elicit a positive andfavourable response from the recipients.

(i) You should not use this type of paper in the photocopying machine.

(ii) We have wasted an amount of Rs 500,000 by advertising in that new Health Magazine.

(iii) We regret to inform you that we must deny your request for sale of furniture on credit.

(iv) Decline in sales from Rs 80 billion to Rs 50 million is due to the very poor performanceof the previous management and this new management certainly cannot be held

responsible for this downslide.(v) You have been sitting on our order for supply of cement for the past two months. Wewant the delivery of the consignment now as we cannot wait any longer. (05 marks)

(b) You have to make an Oral Presentation to a knowledgeable audience which would be

followed by a question and answer session. List five important considerations which youshould keep in perspective while making your Presentation. (05 marks)

Q.12 Briefly explain any four of the following concepts:

(a) Information Overload (b) Horizontal Communication(c) Filtering of Information (d) Selective Perception

(e) Semantic Noise (10 marks)

Q.13 (a) The following types of Buffers are generally used in Business Communications whileconveying ‘bad news’ messages:

(i) Agreement(ii) Appreciation(iii) Understanding(iv) Fairness(v) Cooperation

Required:Briefly describe each of the above types of buffers used in conveying ‘bad news’ messages.

(05 marks)

(b) Identify and describe briefly the advantages of Oral Communications. (05 marks)

(THE END)



A BC DEFF BAE BC EE AABCD CE FCC DE

BCD E F D D D

DBD D BCEECD ABCDEC FD DE DBCD

E DB DF ABCDEC FD DE

BD

!" #$ C #$ % #%D #D $ C BD DA DC

BAABCD D $ &% &# DD%" !C

!" '( ) # D# BD EBD D% %D*$ D# +

,& - #$ DF D &% D D .%D%" " !C

'( / F* 0 D# D%D #% DD D# " 1D 2 D % %D%$ % D# #DD& F* 0D# D%D & D D % D "

% % & % D# F% F* 0 D# D%D"

BDE AABCD

'( D$ '( D%

'( $ '*( D%

E ACBD

'( F* / '*( D* 3D

'( D% F$ '*( + D#%

'( 3#D% D#% '*( + /

'*( DD B

# !C

!" '( ) D $D $ 4%D5D%* D#%- $ !C

'( BC #$ D& 4%D5D%* D#% % %D D D* #D% D6D" % !C

!"E '( / #DD& /$ D# + 3D &$ DD7 '( 8D9% 8D 3D'( 8#D% 3D '( 4$ 3D '*( F 3D

'*( 3D D#

E1D 2 D #DD %D % D# D* /$D# + 3D !C

'( : D# & " # !C



AABCD CE FCC DE C

!" F &D F# % #D F /C :" ; D*% D# ." < #DD= D##% D# 4%D$ * * D DD #DD& %D7

'( $ D D #D #D% D# $ %D" 1 * D D$ D " D$ ##%* $ ' 3(

D& D " >#D$= 3 D D *$ #"'( 3 % D$ &D &D %D * D D# & &D" %D D D& &D D$ & $D D #D &D" D D * %% D D # D D * $ D# & %" " 3 #DD %D#"

'( 3 %D $ D D D D %$ %D &D $ D&"

'*( $ ? &D D D %$ D DD D# F# %" <*D$= *$ ##% #D D * D $ &D D D D $ F# %"

F DD % &% D D % D# D*

%" @* # D #D $D &" !C

!"A / @DD ;D )# <D= & ,@<= D &D D D9% #D F 0 :D %" DC$ = F D % ##% &*D = % # " > 2 D D * D #D D D #"

1D 2 D * D %% D D%* DD #D &D& %" / D %DD % D#DD %D%D #D % D* D #D DD"

D# ,@< 7& 'DD( )D *(E +F ,ECDE#% E, &D-EC

+D!C .EB

0%"1

$D ;DD$ D# / @DD ;D )# <D $D 46 DD" 2 !C

!"? '(

) $ ,D %D%D- # !C

'( BC #$ %D% D# 8$%= 8$%DD% F% ,D" " !C

BD

!" '( GD <D +*D * D& BC%%$ /D$ D#D*D %D *$ &$ $ D %* * D# #D% #D D$" BC # D# BC%%$/D$ D# D*D" " !C

'( D + .%D &% * #% %D2% *$ D *D & %D D# D "

BC #$ * D# D %D D "!0 !C



AABCD CE FCC DE C

!"H '( +#$ C DF 9D ##% & D* * %D%D"$ !C

'( #$ $ D# D &% #DD& D# D%D&D D ##%* #D D D# %* D# D9%*"

'( B '( 4%D#% D*D '( 4C

'*(

: '*(

D '*(

8D '*( GD %D#% D %D#%1 !C

!" DD F : 'F:( D# #% D% % D # = & #D %D%D D"

I 8D$ .*D %$ C% * D9% :D 9D $ D# D%" F: D D & I &D * DD D "

.%D D# F:= $D 2 D & : D B< D# I 8D$

.*D : D## D $ D% #D D9%"

"D

'( 1D $ %D* &% * F: D* %DD" %$ D % ##%* D# D $D "

'( $D ;#6

/ D# $D %D$ 7*DECD(( 3C 4(

6 0$ E .EB

&5 $0%

/ D D7 *F 57B. FF8E 9D :.DC 4(

60 D! 6%

'B;, 4D

2 !C

!" '( + : C% *$ D# D& &% D #% #D% D*D * D# D" F%%# + : ##%* D# ## D% D# D& C% D&%$ %#% D D %* D9%*"

BC #$ #DD& $ D# 8D& &% + : D C% D* D D %* D 7

'( : 8D& '( 3& 8D& '( D%* 8D& '*( BC 8D&

" !C '( +#$ C #DD& %D%7

'( <D

'( JD F#%D

0 !C



AABCD CE FCC DE C

!" '( BC #DD& CD D# D D%D7'( *$ D# D%D'( *$ D# D%D'( D 3D .D D# D%D 1% !C

'( F #$ & $ 8" #% !C

!" '( $D ; D# 4% . D# /$ 4DD :" F = $D #D $D%D$ D D" ; D& %D #D DD D# 4 J% : 2 $D D & : D# 3%DD D D%* D$"

: D D D % $D : D# 3%DD"0 !C

'( ) $ ,DD- # !C

'%( ) D #D $ D D ,DD D%-0 !C

!#$% %"&



AABCD E FCC D

BCD E F D FD D E

BCCBDE

F D D D BD

F D B D D D

BD

! "# $ %& '( D) * DD ' D) FDD + "F+#! , D'- D .' D D.' D* D ' D) D ( DD ) !

/)' . )D 0 'D DD ' . D. )D ** D) DD ' D) F+!

".# , + 1 D F 1 ) )) ' D) ' *D D.D 2

"# ( "# (3 "# 3( "*# E(E "*# 3(3

)' )) ' D) ' .' D) .D*D.D!

! D D) D D) B + ' D D* ' 0 DD DD D) ) DD D) D' D4D D) D * D) *' ' D) D!

5D * . D ' C D .' * 'D D4). D D D )D D D

.D )D D*!

/)' . D0 'D 0D 'D D4). D D* D*!

! D D) 0' * DD 0 )D D D )) D! F D D D) DD) D) D .*D D* D) D * DD D! , D D D* D D) ' . ) "# D*4D "# D. D*4D.D* "# *D

"*# DD!

/)' C D) D D) D* D D) D 0 D) D 0D ' D !




AABCD E FCC D C

!6 "# 7 D D )D D D D) D ))* D* DD * )D 8

".# 7 F D) F8 !

"# + "FD 0 ' D) D) D'!

!E 90 )DD0 D ' D D )' D * - D)))* DD!

"# .* F FDD- D' D D D0 . D) DD D) D ) '!

"# ) 0 D D * D DD( 0 0 . )D D D!

"# 7 'D 0' . 'D :D ' D * D *!

"*# 7 D )D 'D 0 * D D* ' )D 'D

. D) 'D ) D ' . D !"*# ; )DD ' C 0 D )D

D 0 D D)D. !

!< "# 7 D) + .' .DD )D D D8 #

".# DF )) DD D 0 . DD 0D ' + D2"# C D* D

"# C ( D D! #

!% "# )) = D) DD =D! #

".# )' D 0 "# 0 "# D 0D . D D D) DD )D *' D) )DD D !

BD

!& "# + )) 0 *' )) =D D) DD

DD )D D D) 0 *!

".# $) =D! : )) ' D) D D) =D 0 D 0D) D D) D * 0 0D 0 D 0D D! $

!3 "# BC .)' .' * D% D 0' ' )D C D D D) D D 0 !

".# 'D D)) . D) ,C F DD 0 D C C 0D C DD D) >/9 D)) * D D DD! , C DD 0D* D. D C ' D'!

1* D 0' 0D . D )D 'D D + D) *D DD !



AABCD E FCC D C

! "# ? 9D $ D) / D' 0 D )DD' D) @D. ! C )D * .D02

$ F A(

)D D D) @D D)) D D'! ?

'D ) 0D )D 'D = D) 'D D' )D F' & D :D*. ! 0 - D' 0D D * 'D *DD) )D!

' D' 0D 0 D 0 D! D D0 0' ) 'DD'! D( D0 0 'D 0D . ) 0 D 'D D'! D( 0D D D0 .D (D ) !

, 'D )D 'D D D!

5D '(

)' DD C D) .D* ! 1* D 0' 'DD DD D! $

".# FD )) .0 )DD 9D ' 9D

* C D) CBF!

! 7 D .) D) B >DD D = D) >D / +A . ' D >DD- /DD DD ( +D( =0 ! , /DD DD 0D B>DD D D .DD DD )D *D 0 0D . D* D DD! , D D A )D D* ) )D D) )D .D D ' ( ' D) ' D0 D DD D) ( )( ! . D* .D 0( D @ D DD!

'D A. 'D BC* $D D) B>DD!

! "# >D +D / 9D ' ' '(

( /.D' C! D D) D D) D) ' )D D . D! $

".# + )) D D) D00 D .DD 0 . D) D' 0D **D4!

! "# $. 0 'D .' D /*D!

".# D0. ? 9D F D D D)D. B D D FD*D D D'!

$ 0 .' D. B FD*D! $

&'( ()*





AABCD E FCC D C

!"; BC 'D' D* D,D ' B<. /D. D* %D D,D"

!" / 7 D* D'D F'DD D* F'' #FF$0 D 'DD0 < 4 D* 8 ' D. 1 D '' *,* . D." 4' 5D &**' D*

8 ' D. 10 .D , ' D + D 7 +D D D D D, *'. ." )D . D** .D *D D '' D 76 <" =D+,0 .D D +D 'DD D FF D D. D, D .D 'D. D ' 7 + 'D *' ' D*D''"

.D CAC"

!"> #$ % . D* ( F D' D* 'D' D* *D D* D D* 'D D* 'D."

#$ F +. ?DD 'D D D' D* . 'D.-DD"

#'$ % , D* 'D' 'D'D(

BD

!"E FD B'' 4D' 1 *' ,D D* '' DD D' D' " / 'D. '. C D'D''. D D CD " /D ', **', 'DDD0

D* DD ,D D '*'*D' D D <. < ,. ' *D D' CD " / '. D ' , + D. + ' +D +D , D +D ,D + C +D *D'"

F + , +D ', . *D D . 'D."

!"9 BC * D* @6 D'. D D* 1 B**',"

!"A #$ D .D. D 'D'D0 D D* 'D 'DDDD D* ' +' 'D' 'D"

*. *'D +' , D D D* 'D D 'D +D"

#$ , *D 'D'D +D +' C DD *DD D D**' '"

F 'DD ''' D* , +D"

!" B, C' + 'D' **D D* D *D , * *D D C 'D' D '#$ D ', D "

F C *. ** ,D, D* D *D 'D'D"



AABCD E FCC D C

!" #$ , D +. ' D* C', ' D + 'D'D DD D +. 'D D D D D*'D'D"

#$ 1 **' D ' D* *D D D *D D D"

!" #$ ? D. 1 #?1$ '. ,D @ .0 + D.D0 +' D** *' D* DDD D0 '6 . 0 + D0 DD0 '"

?1 D ' , DDD ' *D @ ." /' D

+ D

' 'D"

** . D* , '' +' . 'DD DDD ' D ', ' D* D, D3',"

#$ 4D, 'D0 '. ,'D DD0 DD 'D D* D' 'D,D + D**' 'D"

F , D* 'D DD D* D 'D,D"

!"# #$%

Documents

Bcb Sp to At13 Ok-signed