MB0039– Business Communication

Assignment Set- 1

Q.1 Describe any situation in your experience where the

communication went wrong. Analyze the situation by
pointing out the type of barrier to communication and
suggest how to overcome this barrier.

Communication is the process of transmission the information,

ideas, emotions, skill etc., by the use of symbol, words, picture,
figure, graph etc.

No matter how good the communication system in an

organization is, unfortunately barriers can and do often occur.
This may be caused by a number of factors which can usually
be summarized as being due to physical barriers, system
design faults or additional barriers. Most of us desire to
communicate effectively, but do not have a keen appreciation
of the communication barriers to be faced. Because of these
barriers, there is ample opportunity for something to go wrong
in any communication. Competent managers develop an
awareness of the barriers and learn to cope with them.

The principal barriers to effective communication are: noise,

poor feedback, selection of inappropriate media, a wrong
mental attitude, insufficient or lack of attention to work
selection, delay in message transmittal, physical separation of
the sender and receiver, and lack of empathy or a good
relationship between the sender and receiver.

Situation where Communication was a failure for me: As

an Associate Manager, I was a sender for a communication and
intended for this to be received by my executives. I had sent
the following communication to my executives through a notice
displayed on the notice board: “Coming Second Saturday to
complete our targets for the month a review meeting has been
arranged and all should attend. If any executive is not able to
attend he/she should find out the contents of the meeting from
their peers without fail”. But my communication went wrong
and out of 10 executives, only three executives had attended
the meeting at 4.00 PM who checked-in with me the time of the

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meeting.

Following were the barriers of communication which stood in

the way of my communication: The “Channel” I have chosen for
communication by “Receivers” did not ensure the receipt of the
message.

The communication lacked the “Chronological context” The

second Saturday being a non working day. The communication
has created a “Psychological noise” by not mentioning correct
time of the meeting and confusion had been created. The
“social context” also is one of the cause for the failure of the
communication as I had not taken all my executives into
confidence by giving any advance information or an intention of
the meeting earlier.

Lessons learnt in order to overcome these barriers of

communication: My communication was unclear by not giving
exact time of meeting. The media I have used is placing the
message on the notice board, instead had I circulated to all the
receivers and obtained their signatures by asking their
availability or feedback my communication would not have
failed. I had chosen a wrong day (a holiday) though the task
was a routine one. I could have maintained good relations with
my executives for success of my communication.

Overcome the communication barriers

When you send a message, you intend to communicate
meaning, but the message itself doesn’t contain meaning. The
meaning exists in your mind and in the mind of your receiver.
To understand one another, you and your receiver must share
similar meanings for words, gestures, tone of voice, and other
symbols.

1. Differences in perception
The world constantly bombards us with information: sights,
sounds, scents, and so on. Our minds organize this stream of
sensation into a mental map that represents our perception or
reality. In no case is the perception of a certain person the
same as the world itself, and no two maps are identical. As you
view the world, your mind absorbs your experiences in a unique
and personal way. Because your perceptions are unique, the

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ideas you want to express differ from other people’s Even when
two people have experienced the same event, their mental
images of that event will not be identical. As senders, we
choose the details that seem important and focus our attention
on the most relevant and general, a process known as selective
perception. As receivers, we try to fit new details into our
existing pattern. If a detail doesn’t quite fit, we are inclined to
distort the information rather than rearrange the pattern.

2. Incorrect filtering
Filtering is screening out before a message is passed on to
someone else. In business, the filters between you and your
receiver are many; secretaries, assistants, receptionists,
answering machines, etc. Those same gatekeepers may also
‘translate’ your receiver’s ideas and responses before passing
them on to you. To overcome filtering barriers, try to establish
more than one communication channel, eliminate as many
intermediaries as possible, and decrease distortion by
condensing message information to the bare essentials.

3. Language problems
When you choose the words for your message, you signal that
you are a member of a particular culture or subculture and that
you know the code. The nature of your code imposes its own
barriers on your message. Barriers also exist because words
can be interpreted in more than one way. Language is an
arbitrary code that depends on shared definitions, but there’s a
limit to how completely any of us share the same meaning for a
given word. To overcome language barriers, use the most
specific and accurate words possible. Always try to use words
your audience will understand. Increase the accuracy of your
messages by using language that describes rather than
evaluates and by presenting observable facts, events, and
circumstances.

4. Poor listening
Perhaps the most common barrier to reception is simply a lack
of attention on the receiver’s part. We all let our minds wander
now and then, regardless of how hard we try to concentrate.
People are essentially likely to drift off when they are forced to
listen to information that is difficult to understand or that has
little direct bearing on their own lives. Too few of us simply do

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not listen well! To overcome barriers, paraphrase what you
have understood, try to view the situation through the eyes of
other speakers and resist jumping to conclusions. Clarify
meaning by asking non-threatening questions, and listen
without interrupting.

5. Differing emotional states

Every message contains both a content meaning, which deals
with the subject of the message, and a relationship meaning,
which suggests the nature of the interaction between sender
and receiver. Communication can break down when the
receiver reacts negatively to either of these meanings. You
may have to deal with people when they are upset or when you
are. An upset person tends to ignore or distort what the other
person is saying and is often unable to present feelings and
ideas effectively. This is not to say that you should avoid all
communication when you are emotionally involved, but you
should be alert to the greater potential for misunderstanding
that accompanies aroused emotions. To overcome emotional
barriers, be aware of the feelings that arise in your self and in
others as you communicate, and attempt to control them. Most
important, be alert to the greater potential for
misunderstanding that accompanies emotional messages.

6. Differing backgrounds
Differences in background can be one of the hardest
communication barriers to overcome. Age, education, gender,
social status, economic position, cultural background,
temperament, health, beauty, popularity, religion, political
belief, even a passing mood can all separate one person from
another and make understanding difficult. To overcome the
barriers associated with differing backgrounds, avoid projecting
your own background or culture onto others. Clarify your own
and understand the background of others, spheres of
knowledge, personalities and perceptions and don’t assume
that certain behaviors mean the same thing to everyone.

Q.2 Describe any two aspects of non verbal

communication and give examples of how each of them
could be used to convey positive messages at the
workplace.

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Non-verbal communication plays an important role in business
communication. Given its importance, an understanding of the
different types of the non verbal communication is essential.
Therefore it’s a common misconception that non verbal
communication is synonymous with body language and
includes only body language. The fact is that it is a vast area
which has be widely researched and includes several aspects.
The table below lists the different types of non-verbal
communication, with the corresponding communication
technology.

Knowledge of non-verbal communication is important

managers who serve as leaders of organizational "teams," for
at least two reasons:

• To function effectively as a team leader the manager must

interact with the other members successfully. Non-verbal
cues, when interpreted correctly, provide him with one
means to do so.

• The team members project attitudes and feelings through

non-verbal communication. Some personal needs such as
approval, growth, achievement, and recognition may be
met in effective teams. The extent to which these needs
are met is closely related to how perceptive the team
leader and team members are to non-verbal
communication in themselves and in others on the team.

If the team members show a true awareness to non-verbal

cues, the organization will have a better chance to succeed, for
it will be an open, honest, and confronting unit. Argyle and his
associates have been studying the features of nonverbal
communication that provide information to managers and their
team members.

Types of non-verbal Communication

Description Communication Technology
Body Language Kinesics
Personal Space Proxemics
Meaning Attached to time Time Language
Tone of Voice Paralanguage

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Physical Environment Physical Context

Let us now look at all the aspects of non-verbal communication

in detail-

1. Kinesics- This is the most often studied and important

area of non-verbal communication and refers to body
movements of any kind. Different body movements can
express inner states of emotion.

Facial Expressions can convey feelings of surprise,

happiness, anger and sadness. If u meet a long lost friend
and say “I’m very happy to meet you again” but with a
sad facial expression, it conveys the exact opposite
meaning.

Eye Movements, such as wide open pupils express

feelings of surprise, excitement or even fear. The
importance of eye contact with one’s audience was
pointed out earlier. Direct eye contact is a indication of
intensity and interest, while lack of it can convey feelings
of nervousness and guilt.

Gestures, such movements of the hands while giving a

lecture or presentation indicates a high level of
involvement in what u are saying. On the other hand,
shuffling of feet is a sign of nervousness and speaking
with one’s hands in ones pockets is considered to be
casual or even rude.

Head Movements like nodding the head can convey

interest, appreciation, agreement or understanding.

Body Shape and Posture-Body shape is not within one’s

control but can be stereotyped to convey certain
meanings. For example, someone who is strong and
muscular is generally thought to be athletic, as opposed to
a person who is short and fat!
Posture on the other hand is within our control. In formal
settings such as job interviews or classroom settings, it is
essential that you maintain an erect posture to convey

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 that you are attentive, since slouching or a relaxed
posture conveys a relaxed attitude.

Physical Appearance- Our outward appearance,

including the way we dress and the jewelry and make up
we wear can convey impression of formality or informality.
Going to a job interview dressed in a blue jeans or not
sticking to a stipulated dress code at the workplace can
convey that you are a rebel, non-conformist or a very
casual person.
Therefore it is important to take care of your appearance,
so that you convey the right meaning to others.

2. Proxemics – Proxemics is derived from the work

proximity or closeness and is the communication term for
personal space and distance. The space and distance
we choose to keep from people is also a part of non-
verbal communication. Each of us has our own inner and
outer circles, which differ for different people.
Our innermost space circle is a “intimate space”, into
which we generally admit only select people such as a
family and close friends. Next comes “personal space”
which might include other friends and colleagues or
coworkers. The two spaces involve communication of an
informal nature.

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 Most of us also have a “social and public” space, which
includes official or workplace relationships, where the
communication is of a more formal nature.
In a business context, it is more relevant to understand
the concept of “fixed space” and “semi fixed” space.

Fixed space means that the physical features of the work

environment such as furniture, room size and seating
arrangement are permanent. This conveys an impression
of formality. One the other hand, semi-fixed space means
that certain elements of the environment can be changed
– for example, the seating arrangement could be changed
and this conveys an impression of informality.
Sometimes, use of space at workplace can determine
leadership positions. For example, seating at the head of
the table conveys leadership and 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 a
circle are the same. That is why when heads of state meet
it is always a round table discussion, since all heads are
equal.
Space should therefore be used carefully in a work
environment, so as to convey the right impressions.

Q3. Which types of listening would be required the most

at the workplace? Explain with suitable examples.

Empathetic listening and therapeutic listening are most often

required in a business context, when communicating with
customers and employees.

Empathetic Listening:
In this type of listening, we try to put ourselves in other
person’s place and understand the models, beliefs, goals and
feelings behind the speaker’s words. It requires excellent
discrimination and paying attention to the nuances of
emotional signals. It also requires a high degree of sensitivity
and tactful probing on the part of the listener.

Empathetic listening is most often needed at the workplace,

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when dealing with customer complaints, employee feedback
and problems. A manager doing a performance appraisal with
an employee for example, should listen to the employee’s point
of view and understand the real reasons for lack of
performance.

Therapeutic Listening:
In this type of listening, the listener goes beyond merely
empathizing with the speaker and tries to help him to change
or develop in some way. In other words, he plays the role of a
therapist, by diagnosing the problem at hand and offering a
remedy or solution. This type of listening is common in social
situations, where family and personal problems are resolved
through counseling.

It is also important in job situations, where managers try to

solve the problems of employees. Taking the same example of
a manager doing a performance appraisal, the manager should
not only understand the employee’s problems, but should also
“counsel” him by suggesting what measures he could take to
improve his performance in future.

Other types of listening appropriate for different situations are:

• Discriminative Listening: This is the most basic type of

listening, whereby the difference between the sounds is
identified. Unless the differences between the sounds are
identified, the meaning expressed by such differences
cannot be grasped.
Once we learn to distinguish between sounds in our own
language, we are able to do the same in other languages.
One reason why people belonging to one country find it
difficult to speak the language of another country is that
they find the sounds similar and cannot understand the
subtle differences.

• Comprehension Listening: Once we have learnt to

discriminate between different sounds, the next step is to
try to comprehend the meaning of these sounds. In order
to do this, we require a dictionary of words, along with the
rules of grammar and syntax. Apart from the verbal
communication, we also need to understand the meaning

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 conveyed by the speaker’s nonverbal behavior. This can
be achieved by closely observing various aspects of the
speaker’s body language and tone of voice.

• Evaluative Listening: This kind of listening involves making

judgments about what the speaker is saying. We listen
certainly and try to assess what is being said as good,
bad, worthy or unworthy. We generally resort to this kind
of listening when the other person is trying to persuade
us, change our behavior or convictions. The tendency then
is to question what the speaker is trying to say.

• Apprehensive Listening: This kind of listening could be in

the form of paying selective attention to certain kinds of
information which might be relevant to us, or which helps
to meet our needs and goals. The tendency is to
appreciate such information better. Appreciative listening
is also used when listening to good music, poetry or a
powerful speech.

• Dialogic Listening: This type of listening involves listening

and learning through dialogue. This implies that listening is a
two-way, rather than a one-way process. It involves
interchange of ideas and information between the speaker
and the listener. This type of listening is active listening,
whereby the listener continuously seeks clarifications, gives
feedback and engages in conversation with the speaker.
Another name for this is relational listening, since a
relationship is established through the exchange of ideas.

Effectively listening in the workplace is a form of non-verbal

communication. Clichéd, as it may sound, silence speaks more
than words. When you make a conscious decision to listen to
somebody, you do it with full, undivided attention. Your
complete attention and concentration, towards the speaker's
subject, communicates your concern to the speaker. In this
way, effectively listening in the workplace, serves as a non-
verbal communication tool. Corporate organizations are
demanding and challenging. Most of us cope up with the
pressures, however, it is always a listening ear, that provides us
with motivation, care and concern to carry on. Read more
about employee motivation.

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Developing effective listening in the workplace through
effective listening activities, is a way of fortifying emotional
intelligence at work. This works with the logic of 'a friend in
need, is a friend indeed'. If your employees can establish strong
relations with each other, it's going to benefit your
organization. Those of you, who think that your employees may
conspire if they mingle too much, then let me tell you, boss,
you are wrong!! Hearing out one another, working together,
sharing load, being a helping hand and walking the extra mile,
will go a long way in making your organization successful. Read
more on emotional intelligence.

There are many factors to effective listening strategies.

However, focusing with clarity is the important of all. I hope
these effects of effective listening in the workplace and
effective listening techniques, help you in building a reliable
workforce.

Work days are longer, the pace of life is faster, and there's an
endless contest for our attention. In an environment full of
deadlines, cell phones, e-mail and other distractions, focusing
long enough to listen to another human being can be a
challenge.

But in a tight labor market, you can't afford to alienate the

people you spent so much time and money to hire. Employees
are more willing to share their ideas if they know you're really
listening. Being a good listener not only helps boost morale but
also helps you learn more about what motivates your staff and
how you can get the best work from them.

Active listening prevents miscommunication, improves

customer service and increases your effectiveness as a leader.
"Bosses, in particular, find power in effective listening," says
Jamie Martindale, a psychology professor with the ITT Tech
Institute in Indianapolis. "You don't need to give in as much on
projects, parameters, deadlines and so forth when employees
feel you understand them."

The secret lies in using the Chinese characters that make up

the verb "to listen": ears, eyes, undivided attention and heart.

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Example
Indiana's Chief Deputy Building Commissioner Bill Franklin has
a reputation for being an excellent listener. When the writer for
this article contacted the building commissioner's department,
she didn't have a contact name to request, only the description
"a manager who implemented better listening skills." The
receptionist immediately said, "You must mean Bill Franklin.
He's the best listener I've ever worked with."
Franklin started developing his listening skills when a manager
from the elevator and amusement safety division came to his
office at wit's end. He requested Franklin to facilitate a team
within his division because "they just don't listen to me."
To do this, Franklin decided to become a better listener himself.
So he attended an eight-hour training course that emphasized
reflective listening, and returned to his offices to set an
example.
The results show on several fronts. One noteworthy example: In
1999 after four years of absorbing an active listening culture, a
division team was given 40 days to conduct a plan review. The
employees accomplished the task in seven days.
From Franklin's point of view, understanding employees' latent
feelings means his staff now spends extra time working to
understand the core issues before striving to solve problems.
Once they are able to hear each other's positions, they can
better formulate solutions that meet the needs of the team.

Q4. Imagine that you have to make a presentation on

your MBA project to a group of your professors and
industry experts. Prepare the following – a) A general
statement of purpose b) A specific statement of purpose
c) The key idea d) A brief audience analysis e) Delivery
style.

Whatever planning tool an entrepreneur uses, it must as a

minimum reflect the way in which entrepreneurs develop and
exploit opportunities (effectual approach). This means that the
planning process should build momentum towards launch and
not bog it down in the details that are more important later in
the enterprise development.

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Entrepreneurs want a planning tool that helps them create,
conceptualize and clarify the idea for themselves firstly so that
they can then passionately communicate it to key stakeholders.
The planning should be less about controlling existing worlds
and more about creating new ones. It needs to accommodate
the entrepreneur's ambiguity, sixth-sense and hunches with a
work towards goals and objectives at a much later time in the
process. It must enhance the entrepreneur's win-win story. The
plan should be directed to the critical factors of success and be
strategic rather than operational in focus. It should be detailed
on the things that matter (steps to launch & plans to
sustainability) whilst applying a broad brush to most everything
else. It must believe that recourses are more likely to follow a
great team with an ordinary idea than a great idea with an
ordinary team.

a) A general Statement of Purpose: I want to be research

marketing and an academic for sales industry. I would like to
specialize in formal methods and various steps. For these
reasons, I would like to get a MBA in one of these fields. Formal
Methods Research Experience: Because I want to get my MBA
in formal verification, I have spent the last two years doing
projects and research, and expanding my knowledge through
seminars and book club meetings on this subject. I carried out
this work under the supervision of Prof. Sudar Shrivastava, and
as a member of his research team. As a result, I have extensive
exposure to and hands-on experience in formal methods.

b) A specific Statement of the purpose: The main specific

statement of the purpose behind this project report is to
believe in myself and in what I thought is good for the
company. I will take a pro-active approach with the initiative
approach and play a leadership role in motivating people and
executing the project to completion. A good manager is one
who can figure out where the problem lies, deal with it
effectively by involving all the members of the company and
improve the overall culture of the company. The fact that I
would be able to pull off this task alone has boosted my
confidence in my abilities.

C) The Key Idea: it's difficult to start describing things in a

structured, top-to-bottom, complete way from the beginning,

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unless it’s a small project or you are a genius. Picasso once said
I begin with an idea and then it becomes something else.
I will begin with explanation of general idea, business model,
inspirational graphic concept, description of some behavior
requirements, pages of website or interfaces of software
product or even defining some domain-specific entities. The
way in which it’s easier to start depends on the project and
information available, or on the way of thinking of people
engaged in the process. In any case the key idea is to begin
moving in an easy way without creating huge, detailed things
which are expected to be final from the beginning, but rather
starting with any known elements and reshaping or changing
them as the time goes, to finally get smooth, clear, structured,
sufficient and up-to-date documentation.

d) A brief audience analysis: Evaluation of financial results

might include a break-even analysis of each campaign. A
market share analysis (before and after) would serve to
document marketing success. Client satisfaction surveys will
help in evaluating the quality of products and services. Input
from associates, perhaps through an advisory board, could
provide valuable insight to help improve quality and efficiency.
Systems should be developed to monitor the success of the
plan and determine if modifications are necessary. Such
systems include methods of measuring and evaluating results
and obtaining feedback from clients and employees. Too often
marketing campaigns are blindly repeated year-after-year
without any idea as to whether or not they have worked. Don't
fall into that trap. A written analysis will help you to clarify your
company's situation and develop appropriate strategies. A good
method is a "S.W.O.T." analysis to identify your company's
Strengths, Weaknesses, Opportunities and Threats. The SWOT
method can be viewed as a matrix as shown below. Strengths
and weaknesses are internal factors. Opportunities and threats
are external factors. Obviously, we have more control over
internal factors than external factors. Yet we must be aware of
the external factors in order to develop effective strategies. A
sample outline of a situational analysis for a tax preparation
firm appears below. Strengths can usually be translated into
opportunities. Opportunities to eliminate or counter
weaknesses also exist. Weaknesses and threats can sometimes
be turned into opportunities. Each item listed should be

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explained in writing for the benefit of all interested parties.

e) Delivery Style: An oral presentation consisting of 15-20

PowerPoints that details the new venture's business model - i.e
the opportunity and the plans to exploite it. An entrepreneurial
prospectus that provides the key details relating to the venture
- including sections on preliminaries, the opportunity, the
concept outline, the business model, an executive summary,
launch action plans with an accompanying deal sheet if
required. 20+ start-point worksheeets that analyise, clarify and
inform the two presentations detailed above. These worksheets
should follow the entrepreneurial development thinking being -
Need - Idea - Opportunity - Business Concept - Business Model -
Entrepreneurial Strategic Action Plan. These worksheets are
only for internal use but will prove handy as external
stakeholders probe for analysis and answers. (interrogate)

Q5. In your opinion, does the success of a meeting

depend more on the chairperson or the participants?
Justify your answer.

The task of conduction and moderating the meeting rests with

the chairperson. He or she be well versed with the procedures
for the opening the meeting, encouraging balanced
participation, & solving problems creatively, concluding the
meeting and managing time efficiently. We shall discuss in
detail in below

1. Opening of the meeting: The manner in which

meetings 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 sum up what has been stated in the agenda
including goals, background information and expectation
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.
Example – We will begin the meeting with a ten minute
presentation by Pat on new office equipment, followed by
fifteen minute presentation by Chris on office decoration.
The last twenty minutes will be reserved for brainstorming

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 among the group for creative ideas for the advertising
campaign.
2. Encouraging balance participation: It is also the
responsibility of the chairperson to encourage the silent
members to contribute to the meeting and to moderate
the dominate 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.
• Nominal Groups Technique – In this method, the
meeting participants are encouraged to work and
contribute their ideas independently. This method is more
suitable fir decision making meetings involving important
issues. Since the process is anonymous, there is less room
for conflict and more freedom to air one’s ideas.
• Encourage participation in turns - In this method, the
chairperson goes around in turns, to make sure that each
member contributes to the meeting. This is a good way to
break the initial silence and start off a meeting:
• Use overhead questions – These are questions that are
addressed to the entire group and which may be
answered by anyone in the group.
• Use Direct Questions - These are questions that are
addressed to individual members. The idea is to get quiet
members to speak out. Direct questions should be used
tactfully, since they tend to create a “classroom
atmosphere”, which may be resented by the meeting
participants.
• Use Relay Questions – This is similar to an overhead
question. When a member asks the chairperson a
question, the chairperson refers it to the entire group, to
encourage participation. This type of question is
particularly useful when the chairperson does not want to
give his own opinion and influence the group.
3. Managing Time: There is no prescribed length for a
meeting. The duration of a meeting will depend on the
type and purpose of the meeting. Problem solving
meetings will take longer than other routine meetings. In

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 any case, the chairperson should set a time budget for the
meeting, depending on the agenda and ensure adherence
to the time limit.
4. Keep the meeting focused: Often a lot of time’s wasted
during meetings by going off the track & discussing topics
that are irrelevant. In this situation, it is responsibility of
the chairperson to make sure that the discussion remains
focused on the topic mentioned in the agenda. Some
techniques that could be used to do this are follows:
• Remembering members of time constraints - When
members dwell on a topic for too long, or engage in
irrelevant discussions, the chairperson must intervene to
remind members that time is running out and request
them to proceed to the next item.
• Summarizing & moving on – When an item on the
agenda has been fully discussed but the discussion
rambles on, the chairperson can quickly summarize the
ideas, acknowledge the contributions and mention the
next item to be discussed.
• Postponing discussion of irrelevant ideas –
Sometimes participants may waste time by coming up
with ideas that are not relevant to the topic being
discussed. In this case, the chairperson should be firm but
polite, by appreciating the idea and promising to discuss it
after the meeting.
5. Ensuring convergence: Convergence means hearing the
points of the view of all the members and then arriving at
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 the 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 the specified deadline.
• 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 by indicating the time
limit, summarizing decisions & actions & acknowledging
contribution.

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 • Keeping minutes of the meeting: - Since the meeting
is called to take important decision concerning the
organisation, it is important to keep the records of the
proceedings.

The success of every meeting also depends on the co-operation

and support the chairperson receives from the participants. The
chairperson should thus be fully aware of people's attitudes to
meetings. Meetings are an everyday occurrence at schools. The
Chairperson is responsible for ensuring that meetings are run
effectively and efficiently.

There is a meeting etiquette or code of conduct that needs to

be followed by participants.
1. Be brief and to the point.
2. Do not say something for the sake of it.
3. Contribute to add value.
4. Give credit where it is due.
5. Keep an open mind to facilitate convergence.
6. Do not interrupt.
7. Always address the chairperson.
8. Use tools and technology with care.

Q6. How do memos differ from other written

communication channels? Give examples of two
business situations that would require either an
informational or a persuasive memo.

A memo is a document typically used for communication within

a company. Memos can be as formal as a business letter and
used to present a report. A memorandum or memo is
a document or other communication that helps the memory by
recording events or observations on a topic, such as may be
used in a business office. It is also referred to as an “inter office
memorandum”, since it is used primarily as a tool for
communicating within the organization. The memo is
essentially a condensed or a brief report that can be used to
convey information and decisions, or to make short requests to
co-workers, superiors and subordinates. It is relatively informal
in style, compared to letters and long reports, and is
unpretentious and concise.

18
A memorandum may have any format, or it may have a format
specific to an office or institution. In law specifically, a
memorandum is a record of the terms of a transaction or
contract, such as a policy memo, memorandum of
understanding, memorandum of agreement, or memorandum
of association. It usually short contains To, From, Date, Subject
Headings and Message sections does not need to be signed,
but sometimes has the sender s name at the bottom to be
more friendly, or the sender s full name to be more formal.
Alternative formats include memos, briefing notes, reports,
letters or binders. They could be one page long or many. At its
most basic level, a memorandum can be a handwritten note to
one's supervisor.

Purpose of a Memo: Usually you write memos to inform

readers of specific information. You might also write a memo to
persuade others to take action, give feedback on an issue, or
react to a situation. However, most memos communicate basic
information, such as meeting times or due dates. While memos
are a convenient channel to communicate, it is always
necessary to determine if a meeting is more appropriate. For
example, pretend your team needs to make a very important
financial decision. A memo can ask for that information from
team members and request a response by a specific date. By
meeting with everyone, however, you not only get to hear final
decisions but the rationale behind them. In fact, new ideas may
stem from face-to-face discussions. By writing a memo in this
scenario, you may never invent alternative ways of solving the
problem. Before writing a memo, outline what your purpose is
for doing so, and decide if the memo is the best communication
channel.

Audience Analysis: The typical audience for a memo is your

co-workers and colleagues. However, in the age of
downsizing, outsourcing, and teleconferencing, you might
also write memos to employees from other companies
working on the project, or other departments within the
company.

Knowing the audience is very important when writing a memo.

For example, if the audience is generally familiar with you
professionally and/or your role in the project, it is not necessary

19
to provide a detailed background about the purpose. If they are
new to the project, provide detailed background information so
that they understand the situation and can provide constructive
feedback if desired. It is helpful, however, to inform readers
about the context. In other words, do not only write that a
meeting will take place by listing the date and time. Inform why
the meeting is occurring in the first place. Also, do not assume
that your readers have contact information. Always include
some way for them to get in touch with you and other members
of the team working on the project.

When writing a memo, consider the audience's knowledge of

the topic and previous experience, and draft your memo to
take care of those needs.

Informational Memo
An informational memo is an in-house communication
addressed to one or more individuals. Objective is to
convey one or more pieces of information that relate
specifically to the topic in the subject line. Besides the
actual information, the scope of a memo must provide a
reason for why the information contained in it is relevant to
the reader.

For example, an informational memo on swine flu to the staff of

the NYC social services department.

20
21
Persuasive Memo

For example to inform of the new memo format to be

implemented in the department.

To: Mary McGee, Alistair Warwranka, George Lipton

CC: Dorothy Barrie
From: The Boss
Date: June 1, 2010
Re: Need for New Memo Format

I’ve noticed that we don’t seem to be able to communicate

important changes, requirements and progress reports
throughout the company as effectively as we should. I propose
developing one consistent memo format, recognizable by all
staff as the official means of communicating company
directives.

While I know this seems like a simple solution, I believe it will

cut down on needless e-mail, improve universal communication
and allow the staff to save necessary information for later
referral.

Please talk among yourselves to determine the proper points of

memo writing and return the input to me by 12 noon. I will then
send out a notice to the entire staff regarding the new memo
format.
Thank you for your prompt attention to this.
The followings points have to be remembered regarding the
language and style that is used in writing a memo:

• Be concise: it is important to be brief and the point, so

that the memos do not exceed the two pages in lengths.
Make the sentences & paragraphs short limited each
paragraph to five lines or less and use bullet points where
ever possible. If you are giving reasons , numbers them, or

22
 put them in separate paragraphs with double line spacing,
otherwise use single line spacing between lines
• Use active not passive voice:- Use of personal pronoun &
active voice is permitted in the memo, unlike a formal
report where the passive voice should used for the sake of
objectivity.
• Use simple language:- the important of using simple
English was emphasized. Use short, uncomplicated words
and avoids trying to impress by using unnecessary jargon
and technical terms.
• Avoid giving too many reason :- Although it is important to
provide a justification when you make request, or try to
persuade someone to do something , do not overdo it.
• Close with a call for action:- Do not leave the reader
hanging. If wish to persuade him to accept your request or
recommendation, you must say so clearly, using action
words and indicating a time frame or limit. E.g.:- “I would
like to discuss this in a person with you & get your
approval before the end this week.” The two business
situations that would require either an informational or a
persuasive memo.

A Memo is for inner communication. You would send a memo to

your work colleagues or fellow students/professors from the
same school. A memorandum or memo is a document or other
communication that aids the memory by recording events or
observations on a topic, such as may be used in a business
office. The plural form is either memoranda or memorandums.
A memorandum may have any format, or it may have a format
specific to an office or institution. In law specifically, a
memorandum is a record of the terms of a transaction or
contract, such as a policy memo, memorandum of
understanding, memorandum of agreement, or memorandum
of association. Alternative formats include memos, briefing
notes, reports, letters or binders. They could be one page long
or many. If the user is a cabinet minister or a senior executive,
the format might be rigidly defined and limited to one or two
pages. If the user is a colleague, the format is usually much
more flexible. At its most basic level, a memorandum can be a
handwritten note to one's supervisor.
As the communication mechanism of the policy analysis

23
process, the briefing note should provide a coherent synopsis of
a policy problem, identify different policy options for addressing
the problem, articulate opposing perspectives and advocate a
recommended option. The typical structure for a briefing note
includes: a description of the proposed policy; relevant
background information; a discussion of key considerations
(including implementation concerns, financial considerations,
stakeholder impacts, and possible unanticipated
consequences), a summary of arguments for and against the
policy and a recommended decision. There is no universal
standard for a briefing note, but it is generally understood to be
a concise, coherent summary of a public policy problem with a
clearly articulated logic for following a recommended course of
action. ”Next to a political nose, and a logical brain, the most
important skill of the good treasury [person] resides in [their]
fine drafting hand. The concise, coherent and penetrating note
is the final expression of all other talents.”

24
 MB0039– Business Communication
Assignment Set- 2

Q1. What are some of the relative advantages and

disadvantages of email, as compared to other written
communication channels? Suggest two ways to
overcome the disadvantages of email communication.

The abbreviated form of an Electronic mail is 'E-mail'. E-mail is

a system of creating, sending and storing textual data in digital
form over a network. Earlier, the e-mail system was based on
Simple Mail Transfer Protocol (SMTP) mechanism, a protocol
used in sending the e-mails from one server to another. Today's
e-mail technology uses the store-and-forward model. In this
model, the user sends and receives information on their own
computer terminal. However, the computer is used only for
connecting to the e-mail architecture. The creation,
transmission and storage of e-mail takes place, only when the
connection with this e-mail architecture is established.

E-mail is one of the many technological developments that has

influenced our lives. It has changed the medium of
communication. So, it becomes necessary for us to check out
the benefits and harmful effects of this popular tool used on the
Internet.

Advantages of Email: The benefits of e-mail are huge in

number.
• Easy to use: E-mail frees us from the tedious task of
managing data of daily use. It helps us to manage our
contacts, send mails quickly, maintain our mail history,
store the required information, etc.
• Speed: The e-mail is delivered instantly, anywhere across
the globe. No other service matches the e-mail in terms of
speed.
• Easy to prioritize: Since the mails have subject lines, it
is easy to prioritize them and ignore unwanted mails.
• Reliable and secure: Constant efforts are being taken to
improve the security in electronic mails. Thus making it
one of the secured ways of communication.
• Informal and conversational: The language used in e-
mails is generally simple and thus makes the

25
 communication informal. Sending and receiving e-mails
takes less time, so it can be used as a tool for interaction.
• Easier for reference: When one needs to reply to a mail,
there is a provision in the mailing system to attach the
previous mails as references. This refreshes the recipient's
knowledge, on what he is reading.
• Automated e-mails: It is possible to send automated e-
mails using special programs like the auto responders. The
auto responders reply back to the sender with generalized
pre-written text messages.
• Environment friendly: Postal mails use paper as a
medium to send letters. Electronic mail thus, saves a lot of
trees from being axed. It also saves fuel needed in
transportation.
• Use of graphics: Colorful greeting cards and interesting
pictures can be sent through e-mails. This adds value to
the e-mail service.
• Advertising tool: Many individuals and companies are
using e-mails to advertise their products, services, etc.

Disadvantages of Email
The e-mails, though beneficial in our day-to-day life, has got its
own drawbacks that are off late coming to the fore.
• Viruses: These are computer programs having the
potential to harm a computer system. These programs
copy themselves and further infect the computer. The
recipient needs to scan the mails, as viruses are
transmitted through them and have the potential to harm
computer systems.
• Spam: E-mails when used to send unsolicited messages
and unwanted advertisements create nuisance and is
termed as Spam. Checking and deleting these unwanted
mails can unnecessarily consume a lot of time, and it has
become necessary to block or filter the unwanted e-mails
by means of spam filters. Spamming includes, sending
hoax e-mails. E-mail spoofing is another common practice,
used for spamming. Spoofing involves deceiving the
recipient by altering the e-mail headers or the addresses
from which the mail is sent.
• Hacking: The act of breaking into computer security is
termed as hacking. After the e-mail is sent and before it is

26
 received by the desired recipient, it "bounces" between
servers located in different parts of the world. Hence, the
e-mail can be hacked by a professional hacker.
• Misinterpretation: One has to be careful while posting
any kind of content through an e-mail. If typed in a hurry,
the matter could be misinterpreted.
• Lengthy mails: If the mail is too long and not properly
presented the reader may lose interest in reading it.
• Not suitable for business: Since the content posted via
e-mails is considered informal, there is a chance of
business documents going unnoticed. Thus, urgent
transactions and especially those requiring signatures are
not managed through e-mails.
• Crowded inbox: Over a period of time, the e-mail inbox
may get crowded with mails. It becomes difficult for the
user to manage such a huge chunk of mails.
• Need to check the inbox regularly: In order to be
updated, one has to check his e-mail account regularly.

Every new technology enters the social world with its share of
benefits and drawbacks. Different people interpret and utilize it
in different ways. In order to make the most of the available
technology, users should try to understand both, the positive
and negative sides of the tool they use. No technology can be
totally perfect!

Q.2 Imagine that you are the Marketing Manager of a

multinational FMCG company. Write a job rejection
letter to a prospective candidate in the appropriate
format, explaining why he/she was not selected for a
Management Trainee position with the company.

Though facing rejection is quite difficult, it is said that the

person who has to send the news of rejection to the other
individual has to face the highest dilemma. This is one of the
reasons because of which many of the companies do not even
bother to call or send a rejection letter to an applicant.
However, this is quite unfair for the applicant who must be
waiting to know the result of an interview, may be without even
applying to other companies. Sometimes, with so many
applications, it becomes a difficult task for the company to send

27
a rejection letter to each and every applicant. However, doing
such a deed does have many advantages. However, there are
certain etiquette that have to be followed when writing a
rejection letter to applicant after interview.

How to Write a Rejection Letter to a Job Applicant

One of the reasons that the company should send a rejection

letter to an applicant is to build a relationship with that person.
For instance, if you do not write a rejection letter or write a bad
one, you are likely to develop hatred in the mind of that person
towards you and your company. Due to this, they may not think
favorably of your company and sometimes, may express hatred
openly to other people. This will affect you and your company's
reputation as a potential employer. Now as you know how
important it is to write a rejection letter, here are some of the
guidelines that you can follow to write rejection letters to
applicants. The employee rejection letter to applicant should be
short and to the point. It is important to notify the applicant
clearly, but politely, that he has not qualified for the position
that he had applied for.
• Though companies have to write a lot of rejection letters,
it would be great if you can personalize each of the letter.
For instance, you can use the person's name rather than
using the term, 'dear applicant' as well as mention the
position that was applied.
• There are many companies who just for not sounding too
rude, give false hopes to apply for the same position in the
future. However, this can be taken seriously by the
candidate and can cause legal problems. You should
suggest such a thing only if you are sure that the
applicant would be able to fit in your organization well. If
not, such a thing should not be mentioned.
• One must never mention the name of the person who has
been hired for the position in the rejection letter to
applicant. This can cause legal problems for the company.
• The rejection letter should be sent soon after you have
made the decision. However, there are people who say
that it should not be done too quickly because the
candidate may think that his case was not given adequate
consideration.

28
21st August 2010

Ms. Sneha
10, Bali Rosd
Mumbai -60

Dear Ms. Sneha

Thank you for the opportunity to meet with you and discuss
your qualifications for the position of Management Trainee.

While we were impressed with your background and

experience, and after reviewing the applications received by
the deadline, yours was not selected for further consideration.
The selection committee appreciates the time you invested in
your application. We encourage you to apply for posted and
advertised positions in our company, for which you qualify, in
the future.

You have our best wishes for success in locating the career
opportunity you deserve. We will retain your resume in our
files to review for future openings for up to six months. In the
event of an appropriate available position, we will not hesitate
to contact you.

We appreciate your interest and the time you have invested in

interviewing with any company.

Very truly yours,

(Bushra Mohammed)

Human Resources

Q.3 Select and briefly describe two corporate ads that

you have seen recently which you feel are effective.
Explain how they benefit the company.

29
Corporate advertising is a promotional strategy that is designed
to not only interest consumers in products and services offered
by the company, but also to cultivate a positive reputation
among consumers and others within the business world. The
focus of corporate advertising is on the company itself, with the
attention to the products produced by the corporation being a
byproduct of the advertising effort. This type of corporate
marketing is often employed along with advertising campaigns
that are directly focused on the goods and services produced
by the company. The main function of corporate advertising is
to generate and enhance a sense of confidence and appeal
among vendors and consumers. Depending on the exact nature
of the corporate marketing approach, the advertising may also
be developed with an eye of enhancing the reputation of the
company among its peers in a community or within a given
sector of the marketplace. In any application, the idea is to
build the most agreeable public image for the corporation as
possible.

It is not unusual for a company to engage

in corporate advertising as a means of dealing with some
incident or factor that has damaged the reputation of the
company. Factors may include unsubstantiated claims made
about the business practices of the company, or some aspect of
the quality of the products produced by the
corporation. Corporate advertising campaigns may also help to
restore consumer confidence when a takeover or
merger involving the company takes place. From this
perspective, a well-crafted corporate advertising campaign is a
powerful tool for use in damage control situations, and may be
capable or restoring confidence after the public perception of
the business has been tarnished in some manner.

While corporate advertising does include some mention of

company products, the object of this type of advertising is not
directly aimed at generating sales. Instead, corporate ads focus
on the strength and reliability of the company as a whole, the
integrity that the business employs in all its business
relationships, and how the company seeks to better the
circumstances of the geographic locations where it operates. As
part of this process, it is not unusual for one or more of the
leading products to be mentioned, but there is usually no
mention of pricing or upcoming discounts of products found

30
within corporate advertising campaigns. Those are left to
product advertising efforts that focus specifically on the goods
produced for sale.
COCA-COLA ADD SPOTED AT THE AIRPORT

Above is a Coca-Cola add spotted at the Kuwait Airport. In

Middle East aerated drink or soft-drinks are very popular among
people of all age categories due to the instant refreshment they
provide during the scorching summer.

A global leader in the beverage industry, the Coca-Cola

company offers hundreds of brands, including soft drinks, fruit
juices, sports drinks and others. The Company's global strategy
during the 1980s continued to bring consumers on every
continent refreshing product for every occasion and every
lifestyle. In 1982, soft-drink history was made with the
introduction of Diet Coke®, the first extension of the
trademarks Coca-Cola and Coke, and the most successful new
soft drink since Coca-Cola itself. Within two years, Diet Coke
had become the top low-calorie soft drink in the world.

In the new life style, where people are addicted to junk food
and soft-drinks but are worried about their health and
physique, this has come as a solace.

This add targets all age groups including teenagers who are so
concerned about their appearance, corporate people who often

31
get addicted to soft drinks and aged people who are worried
about cutting down their caffeine intake but cannot give up the
intake of soft-drinks completely.

The simplicity of this add easily captures the interest of the

people of all age category with just simple statement “100%
Coca-Cola” and “0% Caffeine”, as its short and easy to
understand the message, which in turn encourages the
increased intake as people can stop worrying about the side
effects of excess use of caffeine and as a chain reaction
increases the sales.

It also helps to boost the image of the company as one of the

companies socially responsible for all divisions of the society
and inventing products keeping in mind the dietary or health
aspect of their consumers.

This short and sweet add helps to boost the business

monetarily as well as morally.

Fair & Lovely add spotted on TV screens

Fair & Lovely, the largest selling skin whitening cream in the
world, is clearly doing well. First launched in India in 1975, Fair
& Lovely held a commanding 50-70% share of the skin
whitening market in India in 2006, a market that is valued at
over $200M and growing at 10-15% per annum (Marketing
Practice, 2006). Fair & Lovely was the second-fastest growing

32
brand in HLL’s portfolio of 63 brands, with a growth rate of
21.5% per year (HLL, 2002). Its two closest rival competitors,
both produced by local Indian firms, CavinKare’s brand Fairever
and Godrej’s FairGlow, only have a combined market share of
16%. Claiming to possess a customer base of 27 million Indian
customers who use its product regularly, Fair & Lovely has
successfully launched new product formulations from lotions to
gels and soaps. Fair & Lovely is marketed by Unilever in 40
countries in Asia, Africa and the Middle East, with India being
the largest single market. Fair & Lovely is certainly doing well
financially.
In the new world, fairness and glow of your skin has become so
important to the appearance of girls in all aspects of your life,
whether it be for the socially accepted myth of beauty as “ fair
& beautiful” , a Job or even to the life at personal level for
marriage.
In the Indian society, where girl’s beauty is measured in her
skin fairness, “Fair & Lovely” has become the prayers answered
for many girls. This particular add shows, where a poojari and
his daughter end up at the wrong address for the “Pooja”, the
address turns out to be a modern beauty company and as the
father and daughter start walking away realizing they have
arrived the wrong address the receptionist at the front desk
comments on the girls beauty who is dark. Further it’s shown
how the father in anger explores the Vedic books and uses the
ayurvedic mix in fair & lovely to make his daughter fair &
beautiful. With the quickly achieved fair & glowing skin reaches
the modern beauty company once again and she gets spotted
in front of the receptionist and she is selected as the future
face of the beauty company. And the quick transition shown
from the darker to fairer skin really grabs attention of girls as

33
well woman who are keen on getting fairer skin.
The incident shown in the add being a personal experience for
many dark skinned girl at various occasions and in different
situations they tend to easily fall for it and go for the cream
what so ever and the usage believed to give the desired result
increases the sales in many folds.
Increases the hopes of girls who have experienced such
incidents and tends to boost the confidence leading more and
more people to establish trust in the company and to trust the
product manufactured and marketed by this company.

Q4. List and explain five important principles of

business report writing.

A business report may be defined as, “an orderly and objective

presentation of information that helps in decision making and
problem solving.”

The word “report” is derived from the Latin ‘reportare’ which

means to carry back. A report, therefore, is a description of an
event carried back to someone who was not present on the
scene. Thus in a broad sense, may memorandums, letters and
items are report.

Purpose of a Report
Report is primarily a source of information to the management
or an individual to help in decision-making. Its purpose can be—
1) To give information about a company’s activities, progress,
plans and problems.
2) To record events for future reference in decision making.
3) To recommend specific action.
4) To justify and persuade readers about the need for action in
controversial situations.
5) To present facts to the management to help decide the
direction the business should choose.

Principles of business report writing

Report may be classified based on several criteria, including

34
their use
(progress reports and financial report), purpose (informational,
analytical and persuasive report), and frequency of preparation,
length (short and long reports) and whether they are internal to
the business, or are used outside the business.

i.Communication :-As already given stated, every report Is

meant for communicating information to a person or group of
persons. If a report is not communicated to the person for
whom it’s intended.
ii.Accuracy:-The information given in report should be
accurate and reliable. Wherever necessary the report should be
supported by adequate factual data. It should be remembered
that the method employed for data collection significantly
influences the degree of accuracy.
iii.Language :-The language used in the report should be
understandable to the people for whom it is intended. Simple
language should be used as far as possible. It should not
include unnecessary technical terms and phrases which may
not be understood by the
users of the report.
iv.Routine Nature :-Report, particularly routine report, should
be prepared in a routine manner. It would facilitate the reader
tounderstand the nature of the report without looking into the
detailed contents. In this context formal reports are useful.
v.Recommendations :-If recommendations are to be made,
they should be given at the end
of the report under the heading of suggestions or
recommendations. It is needless to mention that the
recommendations should be based on what has been studied,
analyzed or scrutinized. Normally, management takes decisions
on the basis of such recommendations given in the report.

Seven core elements of effective business copywriting

1. Strategic - Online content has to connect to your business
goals and brand. Hire writers that understand marketing
strategy, and how to deliver copy that integrates across web,
search, social and public relations strategies.
2. Brand Centric - Your brand is a sum of experiences and
perceptions. Words, images and actions define your brand
everyday, and with inbound marketing, your website and
content may often serve as the first (and possibly only)

35
opportunity to make an impression. Business copywriting must
convey core brand messages, tell your organization’s story and
create positive perceptions that motivate action.
3. Buyer Persona Focused - Great copywriting makes
personal connections with readers. Copy needs to speak
directly to buyer personas, address their pain points and bring
value. Therefore, your copywriters — whether internal or
outsourced — must have a clear understanding of your
organization’s target audiences, and know how to engage
them.
4. Optimized for Search Engines - Online content must be
crafted for visitors, but optimized for search engines. Ideally,
business copywriters will have core SEO knowledge and
capabilities.
5. Technically Sound - Technically sound copy is concise and
powerful. It uses proper grammar and is written at the
appropriate reading level. It is also consistent in person, voice,
tone and format. Copywriters need strong technical writing
skills, and the ability to apply these skills whatever the task,
medium or subject matter.
6. Creative - Never underestimate the value of quality creative
writing. While many of the other elements we’ve discussed can
be learned, business-savvy creative writers are in high demand
and scarce supply, and can be an invaluable asset to your
organization.
7. Results Driven - Copywriting needs to be tied to your
organization’s objectives, and should play a key role in
delivering results (e.g. generating leads, educating key
audiences, positioning as an industry leader, etc.).
Copywriters should be invested in tracking the content’s
success through metrics such as: page views, content
downloads that leads and social media reach. This enables
future content to be strategized based on past performance,
and can encourage the incorporation of new ideas and topics,
to drive traffic and capture audience

Q.5 As a recent MBA graduate from Sikkim Manipal

University, write your resume with a specific career
objective, including all the other standard components.

RESUME

36
Bushra Mohammed
E-mail : mk.bushra@gmail.com
Tel : +965-99919936

Personal Information

Date of Birth : 07th Nov 1985

Place of Birth : Kuwait
Nationality : Indian
Marital Status : Single
Languages Known: English, Arabic, Hindi &
Malayalam

Career Objective
A challenging, growth oriented and dynamic career as an
Assistant Show Room Manager in a reputed organization like
yours to enhance my skills and strength in conjunction with
organizational goals and objectives.

Educational Qualification

• Completed MBA in Retail Operations from Sikkim Manipal

University in April 2010.
• Completed Bachelor’s in Information Technology (BScIT)
from Sikkim Manipal University in April 2007.
• Completed Higher Secondary school examination from
United Indian School Kuwait in March 2003 In Subjects-
Biology, Physics, Chemistry, English and Mathematics.
• Completed Secondary school examination from United
Indian School Kuwait in March 2001.

Vocational Qualification
• MICROSOFT OFFICE PACAKAGES (Microsoft Word,
Excel & PowerPoint) from IPC TRAINING CENTER,
KUWAIT.
• Trained in MRO & SAP software packages.

Additional Skills

37
 • Good Presentation & communication skills in Arabic &
English.
• Quick Learner.

Declaration
I affirm that the information in this application is true and
correct. I also fully understand that at any stage it is discovered
that any attempt has been made by me to willfully conceal or
misrepresent the facts, my candidature may be summarily
rejected and my employment terminated.

Date: 22/08/2010

(Bushra. M)

Q6. Prepare a list of ten questions to ask during a job

interview, in order to make the interview a two way
process and to show that you are interested in the
company and the job you are applying for.

There can be following questions to ask during an interview to

make it more interactive:-
• What are things your organization has done recently to
show how it values its employees?
• What do you most enjoy about your work with this
organization / company / agency?
• What are the various ways employees communicate with
one another to carry out their work?
• What are some of the skills and abilities necessary for
someone to succeed in this job?
• What is the company's policy on providing seminars,
workshops, and training so employees can keep up their
skills or acquire new ones?
• What kind of work can I expect to be doing the first year?
• What is the typical work week? Is overtime expected?
• What are the prospects for growth and advancement?
• When can I expect to hear from you?

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• Are there any other questions I can answer for you?
• What are the career paths in this department?

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