ININSTITUTE OF MANAGEMENT TECHNOLOGY

CENTRE FOR DISTANCE LEARNING

GHAZIABAD
End-Term Examination June 2008
Subject Code : IMT-10
Maximum Marks: 50
Time allowed : 3 Hours
Subject Title : Business Communication
Instructions: (a) Answer any four questions choosing from Section-A and each question carries 9 marks.
(b)

Section-B (Case Study) carries 14 marks & all questions of case study are compulsory
No doubts/clarifications shall be entertained. In case of doubts/clarifications make reasonable
assumptions and proceed.

SECTION-A (Answer any four questions from this section.Each question carries 9 marks)
1. What is the difference between a letter and a memo? Prepare a Performa letter for
calling candidates for a test, group discussion and interview for selection of
management trainees.
(5+4)
2. What are the advantages of e-mail? Write a short note on video conferencing as a
medium of communication for a company.
(5+4)
3. Explain the process of communication with the help of a diagram. Explain the
difference between formal and informal communication. Also discuss the importance
of both formal and informal communication for an organization.
(4+5)
4. What is a grapevine? How can the management use it to boost the morale of the
employees?
(6+3)
5. Explain what is meant by body language. How can written presentation be enhanced by
non- verbal methods of communication?
(5+4)
6. You have completed PGDBM from IMT. You also have a degree in mechanical
engineering and two years of work experience in automobile industry. Prepare a
specific CV to be sent to Maruti Udyog.
(9)
7.

Write short notes on: ( Any three)

a)
b)
c)
d)

ETE-June 2008

Effective listening.
Facing an interview effectively
Barriers to communication
How does effective feedback improve communication? (3+3+3)

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IMT-10

Section B

(Case Study)

(14 marks)

Rachel Ruddy, a fifty year old mid- manager at the City Bank of New Rochelle, has been
considering for quite some time having some extensive dental work. Although she made a point
of having yearly checkups and cavities filled, she felt her appearance was affected by a badly
discolored incisor, misaligned teeth and noticeable fillings. In the growing awareness of the self
image and its a relationship to job mobility, she decided to invest in having her teeth crowned.
She enlisted the professional services of her regular dentist, Dr Luke, who also happened to be a
casual social acquaintance with whom she shared some friends and interest in common. Her first
step was to ask Dr Luke about possible improvements. He explained that he would initially take
and then discuss a total diagnostic package. The cost of her phase would be $75, a charge to be
subtracted later if she hose to have the work done.
After completing the impression, Dr Luke, explained the total procedure to Rachel at a
professional appointment. She was so shocked at the initial figure($4900 for the work that she
assumed would cost half the amount) that she asked few questions at that session, hesitant to pay
so much just to improve her appearance.
Later upon reflecting upon the importance of her job and her desire never to have her dentures,
she returned to another appointment to clarify her understanding of the process and charges. Most
of her questions dealt with the process itself.
From this appointment she understood that the charge included five years of maintenance. In fact,
Dr. Luke mentioned that at one time he offered ten years, but found that figure unrealistic. He
stressed that the decision to have this work done was the patients. But he did mention that saving
ones teeth and avoiding later problems with the temporomandibular joint were investments. And
of course, if one compared the cost of that to a new car, it did not seem exorbitant.
Rachel had the work done, but she found that the diagnostic fee was not subtracted from her bill.
The doctors billing secretary maintained that Rachel misunderstood the initial figure and the
doctor had already subtracted the fee. Rachel did not believe that so, but decided that it was not
worth making an issue of $75.
A year later, however Rachel was billed $20 after a regular appointment with doctors regular
hygienists. When she protested this charge, she was told that she had misunderstood. The package
was for one year maintenance, but certainly a reasonable person would not expect to have free
dental care for five years. The five year period was for replacement of crowns that may no it
have adapted to the mouth.
Rachel has no intention of going to court or changing dentists. She is fairly satisfied with the
work, but not with the coloring of one tooth. Luke has told her not to worry as within a year the
shading will conform through natural staining. He has been right with other predictions about the
teeth, but she is uncomfortable that if she waits too long she might be charged for any changes
and new crowns.
Questions (5+5+4)
Q1 Who is at fault- the dentist for not putting his diagnosis in writing or the patient for not fully
understanding the services.
Q2 How could some of these misunderstandings have been avoided?
Q3 What services should be communicated orally and what ones in writing?

ETE-June 2008

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IMT-10