Course Code : MCS-015

Course Title : Communication Skills

Assignment Number : MCA(1)/015/Assign/10

Q1 Read the passage below and answer the questions that follow:

i) How is face-to-face communication different from talking on the phone?

Ans:-

Face-to-face communication consists of three elements: words, tone of voice and

body language. On the phone there is no way of reading the body language of a person.
So what you say and the tone of your voice becomes much more important as does your
ability to listen and respond. A good idea is to smile while talking on the phone. This will
help in keeping your voice enthusiastic and cheerful!

ii) What important facts about listening should we keep in mind while talking on
the phone? How should we deal with this fact?

Ans:-

An important fact about listening is that on an average a person listens in bits of

30 to 45 seconds at a time. Keep this in mind both when you make a call or receive one.
Pause while speaking and your speech will be clear and will elicit a better response.
Avoid using words such as ‘like’ ‘all that’ ‘you know’, etc., as well as nervous laughs.
Eating and talking at the same time should also be avoided. Not only is it very rude, it
also makes it very difficult for the other person to understand clearly what is being said.
Remember also to reduce the volume of your TV or stereo when talking on the phone.

i) How should we prepare for an important call?

Ans:-

If it is an important call, make notes before you call so that you don’t miss anything.
Also, take notes during the call so that you can accurately recollect the information later.
Jot down the name of the person who has called and address him by name. This helps in
building rapport and leaves a better impression. In business calls it is also a good idea to
send a fax or a letter confirming the decisions taken or agreements arrived at, over the
phone. Names and numbers should always be repeated and spelt out, if necessary, to
avoid mistakes.

ii)List two things we must not do when talking on the phone.

Ans:-

Do not talk to anyone else while you are talking on the phone. If for some reason
you have to, and then put the other person on hold. Give concise, to-the-point answers if
the listener has any queries and say you don’t know, if you are asked about something
you don’t have any knowledge of. Do not pretend that you have all the answers if you
don’t. Say that you will ring the person back as soon as you have the correct information
and do call back as you promised. Avoid using words such as ‘like’ ‘all that’ ‘you know’,
etc., as well as nervous laughs. Eating and talking at the same time should also be
avoided. Not only is it very rude, it also makes it very difficult for the other person to
understand clearly what is being said. Remember also to reduce the volume of your TV
or stereo when talking on the phone.

iii) List two things we should do while talking on the phone.

Ans:-

The most important thing about making a phone call is to make it, if you have to, even
if it is about something unpleasant. Do not make a call very early or too late in the day.
Even before you greet the caller you should be clear in your mind about what you want to
talk about and how much you wish to say
Remember to greet your listener properly at the beginning of a call and bid
them farewell before ending the call. Tell the other person that the call was important to
you and that it was a pleasure talking to him/her. And keep the phone gently on the hook.
It is bad manners to bang the phone down at the end of a call. If you keep these things in
mind, making and receiving phone calls should be a pleasure, not a chore.

iv) Why is it important to smile while talking on the phone, especially when it
cannot be seen?
 Ans:-

. A good idea is to smile while talking on the phone. This will help in keeping
your voice enthusiastic and cheerful! . This helps in building rapport and leaves a better
impression. In business

v) What are some of the other ways in which you can create a good impression
about yourself on the phone?

Ans:-

make notes before you call so that you don’t miss anything. Also, take notes during
the call so that you can accurately recollect the information later. Jot down the name
of the person who has called and address him by name. This helps in building rapport
and leaves a better impression. In business calls it is also a good idea to send a fax or
a letter confirming the decisions taken or agreements arrived at, over the phone.

vi) Make sentences with the following words/phrases.

a) Body language ------body language show the confidence of employee
b) Mentally rehearse--we should be mentally rehearse our talk when we got call
from for phone interview.
c) Concise,--give concise ,to the point answers to the interviewer.
d) Confirm--one should confirm that one have all required information from
customers

Give opposites of the following words:

vii)
Cheerful-------------------------------cheerless,unpleased.
b) Rude ----------------------------------civilised.

Q2 Write short notes on the following:

i) Participating in group discussion.

Ans:- Group discussion is a kind of speaking, But there is a difference between the
two .Speaking means the art of making speeches . a speaker come down like a heavy shower of
rain and even roars and thunders. But a group discussion is not a speech . in this debater has to
speak for or against something with reason. He places his own idea or opinions. He has to aurge
on the basis of facts and figures. He has to appeal to your mind group discussion is a places
where some people shares their view or ideas , involve person is like a lawyer, A lawyer does not
and cannot argue both for and against a party. He must try either to prove or disprove a thing.He
cannot do both at the same time so, he has to speak to the point and ecxplain his own appoint of
view,he has also to speak to the points that may be raised against his view .group discussion
train you in the art of debating. In discussion firstly to learn how to begain. He has first of all, to
address the present friend , because time is limit for the topic .
For discussion it require a sharp mind , not a sharp tounge. A debater has to fight with a
weapon of arguments. There should not exchange of hot word. discussion of the given topic is
only view of involve person.
It necessary in every walk of life . it is all the more necessary in this age of democracy. Today
everybody has a right to speak . you cannot shut the mouth of your enemies. You can only win
them over.

ii) Characteristics and conventions of conversations.

Ans:-
Because of its spontaneous creation, Conversation can be related more closely to the
extra-lingual context and the responses of the listeners.
Speakers may be prompted to vary the speed of speech within segments, to lengthen
pauses and to repeat words or add modifications according to the apparent degree of
comprehension or momentary inattention on the part of listeners.
Conversation usually involves more than one party actively taking part and having the
possibility to interrupt. It therefore tends to be more intimate and more personally
relevant than other spoken forms.
In such situations where there is a large information gap and a need to be explicit through
the language, a rarer but more formal style of language may be witnessed, bridging the
gap between certain aspects of Conversation and Spoken Prose. tudies of the
pronunciation of ordinary spoken
using transcripts of real-life conversations reveal the following characteristics:

(a) Loss of initial or final consonants e.g. the funnies(t) thing I've … isn'(t) it. (b)
Assimilation of consonants c) Vowel reduction e.g. once (i)n a while (d) Combinations of
a b and c, (e) Coalescence e.g. Let me ge(t you a) drink, what do you want? (f) Close
juncture between words in rhythm groups e.g. I don't think it's all that good. Have a good
lunch. Celia darling. It's really pretty funny.
Continuous flow of sound produced by the physical linking of one word to the next
within the phrases.
Strong contrast is often made in conversation between heavy and weak stresses. Syllables
which unsergo the process of reduction inherent in this contrast can be rendered obscure,
indeterminate or even non-existent.
Grammatical and lexical material may disappear e.g. Oh, it does you good [ (to have a
good) laugh once in a while,] doesn't it. I haven't laughed at anything so much for a long
time (Highly stressed syllables).
Since Conversation isn't scripted in advance, it rarely uses the width of vocabulary and
the complicated structures which are normally associated with written English or more
formal styles of the language.
The act of conversation sets its own challenges which include establishing contact with
the intended listener(s) and filling in time while preparing a context for segments of the
utterance containing a properly organised message.
These functions are served through Conversation Tags and fillers, exclamations,
expletives, hesitations and even longer formulae e.g. isn't it? My golly I think I mean You
know, don't you?
In many conversations where agreable noise-making is called upon to fulfil a social
function, it is often possible to retreat from the creative challenge or the mental discipline
needed to say anything of substance.
At times when we want to relax our minds as well as on the occasions when we need
more time to organise our thoughts we tend to fall back on lines we have rehearsed over
and over again.
These include the idioms, colloquial clichés and polite formulae which are much in
evidence in utterances between friends e.g. the funniest thing I've ever seen, terribly
funny (colloquial clichés); mind you; have a good laugh (idioms)
Word length in Conversation is generally shorter than in other forms of spoken English.
As speakers, most of us have greater familiarity with words of one or two syllables.
Conversation is usually made up of simple phrasal and compound verbs and the limited
vocabulary used to serve the basic functions of agreement, offering, acceptance, greeting,
request-making, stating & modifying beliefs, questioning & responding.
These areas are well-rehearsed and it is customary to use an unintimidating vocabulary.
The creative challenge of conversation often fails to result in syntactically perfect
sentences. In this sense, sentences are not always simple. They are sometimes loose,
awkward or vague. It is not easy to use the notion of "sentence".
Complete utterances in Conversation may be phrases which would be regarded as
fragmentary in writing or spoken prose. There is often considerable use of contractions
e.g. Haven't seen you for yearsNote that when two people are being introduced to one
another, the context of " As sentences, conversational utterances are often "mixed" or
"stringy" in syntactic form and omission of words is fairly common. Hesitations, self-
interruptions, repetitions & false starts leave their mark on what may aptly be called a
series of segments.
e.g. Well, I mean - I mean bits of it are - bits of it are quite funny aren't they. I mean bits
of it. You know, don't you.
The arrangement of words gives more play to the intonation patterns of Spoken English.
Instead of saying " Do you like it?" Rupert remarks: "You like it, do you?"
 Utterances are constructerd so as to make way for exclamations and question tags. heavy
use of Tune 1 "it's funny, isn't it" elicits strong agreement, at least from Charles. Rupert's
heavy use of Tune 2 raises a note of discord which disturbs M.

Q3 Read the following passage carefully and answer the questions that follow:

i) The vacancy ………….is advertised in-house………

ii) If there is a suitable in-house candidate…_Then we selected
iii) The vacancy …__is advertised in the paper or on the internet
iv) Applicants ….are asked to sands c.vs
v) Some candidates……are invited to interview
vi) A shortlist…is draw up_
vii) Selected candidates…..___invited to second interview
viii) The best candidate….._are choosen by hr
ix) The references…..__checked by authority
x) The successful candidate….___got the jobs
xi) ----The candidate got many different type of policiesalso.-

Q4 This is part of a memo in which the linking words or connectives are missing. Fill in
the blanks with appropriate connectives.
Himalaya Small Tools
Memo from: General Manager To: Managing Director
th
Date: 25 May Ref.no. IGN/66/

(1) while..we have agreed in principle to try and cut down on staff, there are two serious
problems in the Buying Department.

(2) …firstly…………the clerk in charge of ordering from the stores is also responsible
for the filing of information. (3)……because…………at the end of the month, when
most people want replacements from the stores, and (4)… on the other hand……………
require information from the files, he is unable to keep up with the demand. (5) …
Otherwise………………, he is practically unoccupied during the first week of every
month, when he could be helping someone else, (6)…so…………………. I suggest we try
to reorganize his job.

(7)…after all…………, the stores supervisor is getting rather old for the job, and (8) …
furthermore……he is still suffering from the same old complaint, (9) i. e.
 kleptomania. I (10) …therefore…………..recommend that he be invited to retire early,
otherwise we’ll have no stores left.

Q5 It is recession time and your company is having an austerity drive. Write a memo to
all the staff of your company, suggesting ways of economizing on the use of paper,
electricity, etc.
Ans:- HINDUSTAN UNILEVER LIMITED
Memo from: managing director To: staff member
Date:- 29th march Ref. No IGN/NN/66

While markets is suffering still from recession time we are not also for from this
diseases. Use of available resource in proper manner is very essential for us ,
While we have agreed in principle to try and cut down on staff, there are two serious
problems in the Buying Department.
firstly the clerk in charge of ordering from the stores is also responsible for the utilizing
of paper. Because at the end of the month, when most people want to pay the bill from
the stores, and on the other hand require information from the files, he is unable to keep
up with the demand., for utilizing the paper and electricity we should shut down his/her
electric gadgets like computer printer fax machine, so I suggest we try to reorganize
his job. Proper use of paper and electricity can save million of company pay packages.
Our company has austerity drive.

To recovered from this time , I want you to suggest way to utilized economizing use
of paper & electricity.

Authority:-
Managing director

Q6 Your boss noticed that meetings have been dragging recently and that that have not
been especially productive. You have been asked to prepare a brief talk for
executives at all levels on the subject of how to run a productive and meaningful
meeting. Research this topic and prepare a presentation.
Ans;-

Any successful meeting has a structure. Each part may be more or less developed; sometimes
(especially in informal meetings) parts are barely visible. Here are eight setup tasks for those
who wish to lead successful meetings.
Set a Time That Works

Choose a time of day when people are not likely to be tired, hungry, or otherwise distracted. Let
people know that you will begin the meeting on time and take attendance with a sign-up sheet.
Also let them know that minutes of the meeting will be taken. Before the meeting, ask a member
of the group to take minutes. This way, the person will be prepared with a notebook, pen or
pencil, and agenda. Set a realistic time limit for meetings (for example, a 2-hour meeting that
will begin at 1 p.m. and end at 3 p.m.). Try to stick to the time limit. Make sure the meeting
room is free of distractions. Holding a meeting in the main room of a busy restaurant may sound
like fun, but the likelihood of accomplishing anything meaningful there is slim.

Set an Agenda

An agenda helps spell out the items and issues to be discussed and the results that everyone
expects. For some groups, reports from officers, approval of minutes from a previous meeting,
and reports from subcommittees are routine for general meetings. There may be specific old and
new business. In other situations, a meeting may focus on making decisions or recommendations
on a series of issues. An agenda should help participants see what will be expected of them.
Don't forget to review the agenda as you start the meeting to let participants know what to expect
and to find out whether additional items need to be addressed. Sending out a draft agenda and
any available proposals or reports a week or two ahead of the meeting helps participants think
through issues, prepare for discussions, and feel more comfortable making decisions.

Set Up Tasks and Divide Chores

You may be very energetic, but you are only one person. Dividing the chores—asking specific
group members to report on specific topics, establishing a subcommittee to investigate a major
issue, or getting someone to help with finding resources—helps strengthen the group and makes
for more productive meetings in two ways. First, more work gets done. Second, the more your
committee members are involved, and the more active and productive they are, the more
committed they will be to the group's goals. Don't be afraid to delegate tasks!

Set Up Discussions So That Everyone Gets a Say

Discussing topics sometimes takes more time than you would like. Although there are ways to
keep a discussion moving, it is essential that the person running the meeting preside impartially.
Make sure that people who disagree have a chance to state their cases. Your job in facilitating
discussions or debates is to be the referee, a person who does not show favor to people or their
ideas. As a referee, you will allow discussion to flow and provide participants a chance to discuss
differing opinions on issues. Your job is to bring opposing sides together by showing areas
where they agree and asking how they can "give a little" to come to a decision that will permit a
win-win outcome for everyone.

Set Up a Structure That Keeps Discussion Orderly Keeping discussions organized and
moving forward is a major task and often the most difficult one you will face. It is sometimes
hard to remind participants to pay attention and stay on task. One way to head off these problems
is to get your group to agree in advance on the operating rules for meetings. Rules may be as
simple as "one speaker or topic at a time" or "everybody gets a chance to speak one time before
anybody else speaks a second time on the same issue."

Agreeing on rules ahead of time and deciding what you'll do if people ignore the rules will make
it easier for you as chairperson to keep your group on task and your discussion on target. You'll
be enforcing the group's rules, not your own.

Set Up Ways To Stick to the Subjects

Too often, meetings run over their time limit because the group tries to do all the work through
discussion, when finding the right answer may require some research. The group may get tangled
in a conflict between two people who disagree on a topic that is not easily resolved. A good way
to deal with this problem is to move on to other business, agreeing to either leave the subject for
a future meeting or have a smaller group (a specific committee) look into the issue. Bring up the
idea of using a "parking lot"—some place to acknowledge unresolved issues or additional topics
to ensure that they are brought up for later discussion.

Set Up Time To Summarize

Build in time at appropriate points during the meeting and especially at the end of the meeting to
very briefly review and summarize what has taken place. If your meeting has dealt with complex
or far-ranging topics, this is particularly important. Building in time to summarize your meeting
also affirms commitments others have made to the group and confirms everyone's understanding
of decisions, next steps, and assignments of tasks to be completed.

Q7 Here are some typical answers interviewers get. Say which of these are acceptable
and which are unacceptable. Give reasons why they are acceptable/unacceptable.

i) unacceptable because is that only use salutation words, its respected word like hi,
everybody, hello sir.
 ii) unacceptable because there is mo matter which family background you belong to,
if you have a knowledge, confidence and positive attitude no one can stop you to grab
the jobs.
iii) Acceptable it’s show the positive attitude of candidates, he has no idea to how
particular jobs will be done, but he is ready to face problem and have a guts to
solve them also candidates will found a new things to learn $ develop skills.
iv) Acceptable but no one could be always acquire first position in the life .because
perfections never ever achievable fully.
v) Acceptable team sprit work every where , being part of team of leader in fields
can grab any type of crucial roll in organisation .even difficult work done in a
easy way. Particularly you cannot do any work.
vi) Unacceptable, one should negotiate for this issue in proper way.
vii) Acceptable definitely time management is big issue of the day which work shold
be done which time will be managed .
viii) Acceptable if you have some type of strong point then its good for you to show
this at interviewer.
ix) Acceptable accepting weak point ,also good idea for candidates because
employers can know ability to handle situation.
x) Acceptable ,without knowing what exactly has to be done no one can get the
target of .

Q8 You are about to complete your MCA and want to apply to several companies.
Prepare a neat computer printout of your own curriculum vitae. Prepare it with
great care. Edit it meticulously. Your CV should be error-free.
Ans :

Resume
DEEPAK KUMAR

Present address :
At – 164A, Laxmi Nagar
 New Delhi-110092
M -9530043712
Email: deepak007@gmail.com
OBJECTIVE:

I intend to work in a challenging atmosphere where I get opportunity to learn and develop my
technical skills and make best use of it for the growth of organization and establishing myself.

EDUCATIONAL QUALIFICATION:
 MCA from Indira Gandhi National Open University, New Delhi.
 BCA from Indira Gandhi National Open University, New Delhi.
 Intermediate in Science stream from B.I.E.C. Patna (Bihar).
 Matriculation from B.S.E.B. Patna (Bihar).

COMPUTER SKILLS:
 Operating Systems : Windows 98/2000/2003/XP, Linux
 Application : Microsoft Office 2000, 2003, 2007
 Languages : Java, J2EE (Swings, Jdbc, Jsp, Servlet)
C, C++, VB 6.0
 Database Tools : Oracle 9i, MS-Access, My SQL
 Script / IDE : HTML,Java Script, XML / NetBeans

EXPERIENCE:
 One year Teaching exp. in Computer Science of BCA (IGNOU, PTU,UP Tech).
 Two year working experience as System Administrator in Usha Martin Cable Ltd.
At Surya Kiran building, KG Marg, New Delhi.

PERSONAL PROFILE:
 Father’s name : Sri Prakash Singh
 Date of birth : 10/02/1985
 Sex : Male
 Marital Status : Single
 Nationality : Indian
 Language : English and Hindi

DECLARATION:
I Deepak Kumar hereby declare that the above information given by me is true to the best of my
knowledge.

Date:
Place: (Deepak Kumar)

Q9 Write a letter complaining about the inefficient bus service which you use every day
to get to work. Explain the inconveniences that you and others have to put up with,
 and suggest ways of improving the service.

Ans:-

Anyone who regularly leaves to work the knows that the bus services can turn a lengthy
commute into a far smoother ride. Commuters bank on its regular service, ck yadav is one such
rider. She and her husband share the responsibility of bringing their seven-year-old son to and
from school five days a week. To this busy couple, the bus services have been a lifesaver, a bus
that gets them where they are going quickly and comfortably. Without the auto, their commute
means train and bus transfers to get where they are going. Ck yadav said her husband and son
used to enjoy getting to the previously scheduled early morning bus.

“I mean, they’re morning people so they’re excited to be running to the bus,” she said. “But
running and not being able to sit down or having to then wait longer for the bus turned out to be
frustrating. “ people also said that the changes to the bus schedule have resulted in more
cramped buses, forcing many parents to sit separately from the young children they are
shepherding to school or child care services.“It’s not standing room,” she said, “but it’s pretty
tight.”In late January, the DTC made minor adjustments to its schedule, changing two
southbound and two northbound buses during the day. According to pankaj duby spokesperson
for the DTC, changes were made according to citywide loading guidelines, which ensure that
buses are running to serve a set amount of people at different times of the day.“Loading
guidelines are a way to balance the needs of the traveling public with the costs of maintaining
bus or train service, “We’re particularly sensitive to our loading guidelines when it comes to
express buses.”

“The reason the DTC pays such close attention to that guideline with many people are killed
each year by Delhi’s Blueline, those rickety private buses that prowl the city streets like wolves
in a horror movie. Despite the volume with which they roar down the street—you hear them
coming from a quarter-mile away—they still manage to pounce on an astounding number of
victims. At least 115 people were killed by Blueline buses in 2008.”

buses is that, according to pankaj duby, the fare charged to ride the bus only covers 23 percent of
the total cost to run the bus.. “Transporting empty seats on a bus is particularly costly,”

The DTC eliminated many buses: buses going results in 30 minute lags between buses, and
two. The peak changes result in a 12-minute delay between buses. The wait time between the
peak buses was previously ten minutes. “Especially when it’s in the morning, 12 can become 25
very quickly with traffic,” she said. She and her husband return with their son from after 2 p.m.
on weekdays. Because of the scheduling changes, she now takes the subway in the afternoon,
which can make for a longer commute.
In response and a friend are attempting to mount a petition protesting against the changes
modeled after a similar letter-writing effort she said motivated the DTC to reverse a scheduling
shuffle it enacted four years ago.

She hopes their effort may see a similar result although her recently posted rally cry on the Web
community which she is an original founder, has not yet yielded results.

But that several riders who also ride with young children on the morning bus have expressed an
interest to rally. To these parents, the changes in service are not just a matter of
inconvenience.“The potential of not getting my son to school on time is a real problem,” she said

How to improve bus service:-

Bus schedules cannot be easily maintained on busy lines with short headways: Experience shows
that buses offering this type of service usually arrive irregularly at their stops, often in bunches.
Although transit agencies build slack into their schedules to alleviate this problem, their attempts
often fail because practical amounts of slack cannot prevent large localized disruptions from
spreading system-wide. This paper describes a more resilient control scheme that overcomes this
problem. The method also produces even headways with less slack than the conventional
approach. Thus, buses can run faster and be more productive.

NTRODUCTION This paper examines a new way of delivering reliable transit service. The
focus is on high frequency

transit lines where out-of-vehicle delay is given by the headways irrespective of the schedule. It
is wellknown from experience and theory (e.g., Newell, 1977) that collective bus motion for
these types of systems is unstable; i.e., that even if one starts with perfectly even headways, they
invariably become irregular, and if enough time passes buses bunch up. The reason for this
instability is that if a disruption causes a bus to slow up relatively to the bus it follows, the bus
encounters more passengers along the way, that if buses are controlled in an adaptive way, based
on information from the buses they follow rather than a fixed schedule, they can produce even
headways and fast service, without the resiliency problems of schedule-based control. Section 2
below defines the terms and presents the basic strategy, Sec. 3 examines its performance, and
Sec. 4 discusses the results and presents an example.

2.1 Definitions and Background

The object of our analysis is for now a single bus (or transit) line operated with a regular
schedule under time-independent conditions. This schedule is defined by the times tn, s at which
each bus n is expected to arrive at a series

2.1.2 Conventional schedule control:

To avoid transit agencies introduce enough slack into their schedules to guarantee that buses can
meet the target travel times for each segment despite the variability of the uncontrolled travel
times. of control points s

2.2 The Proposed Strategy and its Dynamic Equations

In view of the destabilizing forces associated with (5) we propose introducing a compensating
force that would attract buses when they are too far and repel them when they are too close. The
simplest policy of this type would act only on the following bus of each pair, speeding it when it
lags and retarding it when it closes. We propose adding a headway-dependent delay Dn,s to the
time that the bus on run n would otherwise spend traveling uncontrolled from s to s+1 so that the
law of mot pendence and other practical considerations

The proposed strategy can be extended to practical situations where the transit agency wishes to
provide

2.3 Time-dependence and other practical considerations

an irregular schedule with different headways Hn for different runs while recognizing that the
expected demand and traffic conditions change with time, and not just space; i.e. that the
parameters This section examines the performance of the strategy from the perspective of
reliability. Subsection 3.1

e, i.e. the deviations (8), and subsection 3.2 its ability to maintain even

3. STABILITY RESULTS

analyzes its on-time performancheadways. The results are encouraging. Subsection 3.1 will show
that although the deviations from the schedule grow without limit as a bus run progresses, they
do so at a declining rate and they turn out to be small for runs of practical length (with fewer than
100 segments). More importantly, subsection

3.1 Deviations from the ideal headway

We now show that if the noise is u.i.v. then the variances of the deviations in headway at every
control point are bounded by a common quantity that is independent of s. So, even though
according to (14) the deviations from the schedule can theoretically grow arbitrarily large for
very long imaginary routes, we shall see that the headways cannot. In other words, the proposed
policy keeps near-constant headways for all buses indefinitely. s ion becomes: lying along the
line. The schedules are of the form: