Master of Business Administration Semester I MB0039 Business Communication - 4 Credits (Book ID: B1128) Assignment Set- 1 (60 Marks)

) Note: Each Question carries 10 marks. Answer all the questions. Q1.List the importance of effective communication in the workplace A.1 Effective communication serves the following specific purposes in an organization Greater Awareness of Organizational Goals and Teamwork When there is open communication between superiors, co-workers and subordinates, there is smooth flow of information regarding the goals of the organization. Coordination between the different departments in particular, leads to greater motivation to work together towards achieving a common organizational goal, rather than working in isolation. Better Employer-employee Relationships By listening to employees, showing empathy and giving them the freedom to express their opinions without fear of being repressed, a manager can create a climate of openness that leads to better work relationships. Employees will then feel more comfortable in approaching their superiors and discussing any matter with them. Problem-solving Effective communication can help resolve conflicts between co-workers, work related and performance related problems. Faceto-face communication is especially suited for achieving this task, since it is one to one and highly personalized in nature. Improved Performance Effective communication by managers at the time of appraising the performance of their employees can point out areas for improvement. A constructive review of performance, through which a manager gives positive feedback and counsels the employee, instead of criticizing him for poor performance, can motivate the employee to perform better.
1

Stronger Link between Managers and the External Environment Apart from internal communication within the organization, effective communication by managers with external audiences such as customers, government, bankers, media and suppliers leads to a better rapport with them. A manager will be able to understand the needs of his customers, be aware of the presence of quality suppliers of material, of government regulations and of the expectations of the community at large, only through proper communication.

Q2. Explain the different aspects of non-verbal communication A.2 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 you meet a long lost friend and say Im 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 ones audience was pointed out earlier. Direct eye contact is an indication of intensity and interest, while lack of it can convey feelings of nervousness and guilt. Gestures, such as movement of the hands while giving a lecture or presentation indicates a high level of involvement in what you are saying. On the other hand, shuffling of the feet is a sign of nervousness and speaking with ones 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 ones 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 that you are attentive, since slouching or a relaxed posture conveys a casual attitude. Physical Appearance Our outward appearance, including the way we dress and the jewelry and make-up that we wear can convey an impression of formality or informality. Going to a job interview dressed in 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 word proximity or closeness and is the communication term for personal space and distance. The space and distance which we choose to keep from people is also part of non-verbal communication. Each of us has our own inner and outer circles, which differ for different people. Our inner most circle is an intimate space, into which we generally admit only select people such as family and close friends. Next comes a personal space which might include other friends and colleagues or coworkers. These two spaces involve communication of an informal nature. 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 semifixed space.
3

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. On 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 the workplace can determine leadership positions. For example, seating at the head of the table conveys leadership or authority. A round table meeting, however, conveys the idea of equality, since no one can be seated at the head of the table! All points of a circle are the same. That is why when heads of state meet (as in UN Security Council meetings), it is always a round table discussion, since all heads are equal. Space should therefore be used carefully in a work environment, so as to convey the right impressions. 3. Time Language This refers to the meaning or importance attached to time and varies between different people. One person may value time more than another. Similarly, time language also varies across cultures. In most western cultures for example, punctuality is considered to be important. Arriving late for a business meeting is inexcusable. In other cultures, it is more relaxed and time is not given that much importance. We convey messages to others through the time we spend on a work related activity or by the importance that we give to time. Arriving early at work or for a job interview shows interest, involvement and seriousness. Spending time with an employee and giving him suggestions on how to improve his performance shows interest and involvement in his career growth. 4. Paralanguage Para means like or similar to, therefore paralanguage means like language. Of all the forms of non-verbal communication, paralanguage is closest to verbal communication. It refers to the tone of voice with which something is said. In other words, it is how something is said, and not what is said. The tone of voice includes the pitch (high or

low pitch), the pace (slow or fast) the emphasis on words and the volume (soft or loud) and can convey different moods and emotions, as mentioned earlier in this unit. Example: The statement I practice good business communication can be understood in different ways, depending on the emphasis on certain words. Saying I practice good business communication means that I alone practice it above anyone else. On the other hand, saying I practice good business communication could be interpreted to mean that you communicate particularly well in a business context, rather than in a general context. The important point to keep in mind regarding tone of voice is to avoid mixed signals that is, making sure that what you say is consistent with how you say it. 5. Physical Context This refers to the physical environment or surroundings within which we communicate and includes two aspects 1) color and layout and 2) design. Colors are known for their symbolic meaning and have associations with different feelings. For example, colors like black and grey are associated with death, mourning and negative feelings. Yellow and green are associated with more positive feelings. Of course, these can also vary across cultures. The point to remember is that you can make the right impressions with use of the right colors. Layout in a work environment refers to the size of an office, or the arrangement of furniture. Design refers to the type of chairs, desks or carpeting. All these can convey status, formality or informality. We have seen how the types of non-verbal communication outnumber the types of verbal communication. Non-verbal communication is an important supplement to verbal communication and can enhance verbal communication, if used in a positive way. The sender should use the right non-verbal cues to convey a positive message, while the receiver should learn to look for unintended messages conveyed by non-verbal communication.

Q3. Write short notes on (a) Upward communication (b) Downward communication (c) Horizontal communication A.3 Upward Communication- This may be defined as information that flows from subordinates to superiors. Some of the reasons for upward communication include discussing work related problems, giving suggestions for improvement and sharing feelings about the job and coworkers. This type of communication has both benefits and disadvantages. One of the biggest benefit is problem-solving. Once a subordinate has bought a problem to his superiors from his superior how to tackle it the next time. Thus, his ability to solve new problems and therefore his managerial ability, improves. Another benefit that could arise from upward communication is that valuable ideas and suggestions may sometimes come from lower level employees. Therefore organizations should encourage this kind of communication. A third benefit is that employees learn to accept the decisions of management and thereby work as a team. The biggest problem associated with this type of communication is that it may lead to handing down of decisions by superiors. When subordinates frequently seek the superiors guidance , the latter may adopt an authoritarian approach and merely give instructions, disregarding the subordinates opinion completely. Downward Communication - This may be defined as information that flows from superiors to subordinates. The most common reasons for downward communication are for giving job instructions, explaining company rules, policies and procedures and giving feedback regarding job performance. A number of studies have indicated that regular downward communication in the form of feedback given to employees is the most important factor affecting job satisfaction. Therefore organizations today are trying to encourage more of this type of communication. There are both benefits and disadvantages associated with this type of communication. Downward communication that provides regular feedback will be beneficial if the feedback or review of performance is constructive. A constructive review is one where a manager counsels an employee, or advises him on how to improve his performance. On the other hand, destructive review can destroy employee morale and confidence. Regular downward communication also creates a climate of transparency or openness, where information is passed on through official channels, rather than through rumors. Thirdly, downward communication boosts employee morale, since it indicates that management is involved in their progress. The problems with this
6

type of communication are the danger of doing destructive reviews, as mentioned, and that of message overload. This means that superiors many sometimes burden their subordinates with too many instructions, leading to confusion. Horizontal CommunicationThis type of communication is also known as lateral communication. It may be defined as communication that takes place between co-workers in the same department, or in different departments, with different areas of responsibility. For example: sales managers and advertisement managers in the marketing department, or Marketing Managers and Finance Manager. The reason for this type of communication are for coordination of tasks, sharing of information regarding goals of the organization, resolving interpersonal or work related problems and building rapport. The biggest potential benefit of horizontal communication is the sense of teamwork that is created. Regular communication of this type ensures the tall co-workers work together towards achieving a common goal in the overall interest of the organization. The biggest potential problem is that conflicts such as ego clashes are bound to arise, when co-workers at the same level communicate on a rectangular basis. In spite of these problems horizontal or lateral communication has become more important in todays business scenario than upward or downward communication.

Q4.Explain the different barriers to listening .List the differences between discriminative listening and comprehension listening A.4 Listening is not easy and there are a number of obstacles that stand in the way of effectivelistening, both within and outside the workplace. These barriers may be categorized as follows 1. Physiological Barriers This was discussed earlier under the barriers to communicate. Some people may have genuine hearing problems or deficiencies that prevent them from listening properly. Once detected, they can generally be treated. Other people may have difficulty in processing information, or memory related problems which make them poor listeners. Another
7

physiological barrier is rapid thought. Listeners have the ability to process information at the rate of approximately 500 words per minute, whereas speakers talk at around125 words per minute. Since listeners are left with a lot of spare time, their attention may not be focused on what the speaker is saying, but may wander elsewhere. 2. Physical Barriers These refer to distractions in the environment such as the sound of an air conditioner, cigarette smoke, or an overheated room, which interfere with the listening process. They could also be in the form of information overload. For example, if you are in a meeting with your manager and the phone rings and your mobile beeps at the same time to let you know that you have a message; it is very hard to listen carefully to what is being said. 3. Attitudinal Barriers Pre-occupation with personal or work related problems can make it difficult to focus ones attention completely on what a speaker is saying, even if what is being Said is of prime importance. Another common attitudinal barrier is egocentrism, or the belief that you are more knowledgeable than the speaker and that you have nothing new to learn from his ideas. People with this kind of closed minded attitude make very poor listeners. 4. Wrong Assumptions The success of communication depends on both the sender and the receiver, as we have seen in an earlier unit. It is wrong to assume that communication is the sole responsibility of the sender or the speaker and those listeners have no role to pay. Such an assumption can be a big barrier to listening. For example, a brilliant speech or presentation, however well delivered, is wasted if the receiver is not listening at the other end. Listeners have as much responsibility as speakers to make the communication successful, by paying attention, seeking clarifications and giving feedback. Another wrong assumption is to think that listening is a passive activity, in which a listener merely absorbs the thoughts of the speaker. On the contrary, real listening or active listening is hard work it requires speaking sometimes to ask questions, agree or disagree with the speaker, give feedback, etc. Yet another barrier of this type is to assume that speakers are more powerful than listeners. Speakers are seen as being in command of things, whereas listeners are seen as being in command of things, whereas listeners are seen to be weak and lacking authority. According to communication experts however, the reverse is true. Listeners are as important and as powerful as speakers. In fact David J. Schwartz, writer and management professor, emphasizes the importance of listening by saying Big people monopolized the listening. Small people monopolize the talking.
8

5. Cultural Barriers - Accents can be barriers to listening, since they interfere with the ability to understand the meaning of words that are pronounced differently. The problem of different accents arises not only between cultures, but also within a culture. For example, in a country like India where is enormous cultural diversity, accents may differ even between different regions and states. Another type of cultural barrier is differing cultural values. The importance attached to listening and speaking differs in western and oriental cultures. Generally, Orientals regard listening and silence as almost a virtue, whereas Westerners attach greater importance to speaking. Therefore this would interfere with the listening process, when two people from these two different cultures communicate.

6. Gender Barriers - Communication research has shown that gender can be a barrier to listening. Studies have revealed that men and women listen very differently and for different purposes. Women are more likely to listen for the emotions behind a speakers words, while men listen more for the facts and the content. Example A salesperson giving a demonstration of a new type of office equipment may be asked by two colleagues if the equipment will work without any problems and respond by saying Sure. A male user may take his answer at face value, whereas a female user may detect some hesitation in his voice. This is because the male user listens for the content of the message, whereas the female user listens for the tone of the message. 7. Lack of Training Listening is not an inborn skill. People are not born good listeners. They have to develop the art of listening through practice and training. Lack of training in listening skill is an important barrier to listening; especially in the Indian context. Lee Iacocca, former chairman of the Chrysler Corporation in the US, was one of the first to recognize the need for organized training programs in listening skills. Today, many organizations both in India and abroad incorporate listening skills in their training programs. 8. Bad Listening Habits Most people are very average listeners who have developed poor listening habits that are hard to shed and that act as barriers to listening. For example, some For
9

example, some people have the habit of faking attention or trying to look like a listener, in order to impress the speaker and to assume him that they are paying attention. Others may tend to listen to each and every fact and, as a result, miss out on the main point. Yet another habit is to avoid difficult listening and to tune off deliberately, if the subject is too technical or difficult to understand. Sometimes, the subject itself may be dismissed as uninteresting, because the listener does not want to listen. The difference between discriminative listening and comprehension listening 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 the 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 conveyed by the speakers nonverbal behavior. This can be achieved by closely observing various aspects of the speakers body language and tone of voice.

Q5.Discuss the principles of business writing A.5 Business writing is different Writing for a business audience is usually quite different than writing in the humanities, social sciences, or other academic disciplines. Business writing strives to be crisp and succinct rather than evocative or creative; it stresses specificity and accuracy. This distinction does not make business writing superior or inferior to other styles. Rather, it reflects the unique purpose and considerations involved when writing in a business context. When you write a business document, you must assume that your audience has limited time in
10

which to read it and is likely to skim. Your readers have an interest in what you say insofar as it affects their working world. They want to know the "bottom line": the point you are making about a situation or problem and how they should respond. Business writing varies from the conversational style often found in email messages to the more formal, legalistic style found in contracts. A style between these two extremes is appropriate for the majority of memos, emails, and letters. Writing that is too formal can alienate readers, and an attempt to be overly casual may come across as insincere or unprofessional. In business writing, as in all writing, you must know your audience. In most cases, the business letter will be the first impression that you make on someone. Though business writing has become less formal overtime, you should still take great care that your letter s content is clear and that you have proof read it carefully. Simple vs. Complex Words As far as possible the sender should select words that are within the receivers vocabulary. If the words used are outside the vocabulary of the receiver, the latter may either not get the message at all, get the wrong message by guessing the meaning incorrectly or wonder whether the sender intentionally selected a complicated word for making an impression. Therefore, it is better to rely on plain, simple words. Jargon, Slang and Metaphors Jargon refers to technical terms that belong to a particular subject area or discipline. For example, medical jargon would include terms that only medical practitioners and not lay person might understand. Slang refers to casual words that are not accepted and recognized in a Standard English dictionary. A metaphor is a figure of speech and refers to colorful comparisons which evoke visual images. Pronouns and active versus passive voice Personal pronouns (like I, we, and you) are important in letters and memos. In such documents, it is perfectly appropriate to refer to yourself as I and to the reader as you. Be careful, however, when you use the pronoun we in a business letter that is written on company stationery, since It commits your company to what you have written. When stating your opinion, use I; when presenting company policy, use we. The best writers strive to achieve a style that is so clear that their messages cannot be misunderstood. One way to achieve a clear style is to minimize your use of the passive voice. Although the passive voice is sometimes necessary, often it not only makes your writing dull but also can be ambiguous or overly impersonal. Focus and specificity Business writing should be clear and concise. Take care, however, that your document does not turn out as an endless series of short, choppy sentences. Keep in mind
11

also that "concise" doe snot have to mean "blunt" you still need to think about your tone and the audience for whom you are writing. Consider the following examples: After carefully reviewing this proposal, we have decided to prioritize other projects this quarter. Nobody liked your project idea, so we are not going to give you any funding. Business letters: where to begin Reread the description of your task (for example, the advertisement of a job opening, instructions for a proposal submission, or assignment prompt for a course). Think about your purpose and what requirements are mentioned or implied in the description of the task. List these requirements. This list can serve as an outline to govern your writing and help you stay focused, so try to make it through. Next, identify qualifications, attributes, objectives, or answers that match the requirements you have just listed. Strive to be exact and specific, avoiding vagueness, ambiguity, and platitudes. If there are industry- or field-specific concepts or terminology that is relevant to the task at hand, use them in a manner that will convey your competence and experience. Avoid any language that your audience may not understand. Your finished piece of writing should indicate how you meet the requirements youve listed and answer any questions raised in the description or prompt.

Q6. Explain the advantages of oral communication with the help of suitable example. A.6 According to a 2005 study published in the Journal of Employment Counseling, oral communication skills are being increasingly sought after by employers. When surveying over100 successful businesses, researchers found that more and more employers are emphasizing the development of good speaking skills in their employees. With this in mind, the concept of oral communication is an important idea to study and understand in the context of business. PresentationsOne form of oral communication in a business setting is a presentation. Presentations are usually an organized conveyance of information to a group of people. Stylistically, they tend to be far more formal than informal, and rely more heavily on data and facts than they do analysis. Presentations are sometimes more persuasive in nature, like a pitch for an ad campaign, but tend to be informative more often, such as an employee briefing or a report on quarterly earnings. Presentations may include some dialog after the sender of the message has finished their speech,
12

but they are, by and large, much more monologue reliant. This makes it important for the speaker to anticipate possible objection to message and address them in the actual speech. Client InteractionAnother form of oral communication in business encompasses interaction with clients. Depending on the level of connection between the employee and the client, the communication in these interactions can range from incredibly formal to informal and casual. These interactions usually include a combination of data and analysis, and will be more persuasive than informative in nature, as the employee is trying to encourage continued and expanded business with the client. Because of the nature of these interactions, the communication is definitely a dialog, making listening skills incredibly important. Interoffice InteractionOral communication in the office can be referred to as interoffice interaction. This is comprised of conversations with superiors, subordinates and co-workers. Depending on the levels of power separation between the individuals engaging in conversation, the communication will fluctuate between formal and informal, though it should always remain professional. Conversations in this context may reference data, but will be much more analysis heavy, and will be a dialog by nature. BenefitsOral communication in business provides a variety of benefits. First, oral communication is accompanied by nonverbal signifiers, which provides context that can enhance understanding in the communication process. Posture, facial expression, and habitual movements may provide clues as to an individuals feelings about the ideas being discussed. Even in telephone conversations, pitch, rate, volume and tone of the respective speakers can help in understanding sentiments. Oral communication also provides a springboard for relational development. Unlike with email, memos and chat functions, which tend to take a task-oriented approach to communication, the immediacy involved in oral communication allows for instant feedback and a more relational approach. This is important, as strong relationships in business often lead to more profitable and productive cooperation. Oral communication through teleconferencing
13

allows participants at distant locations to speak and sometimes to see each other. Apart from the high cost and the difficulty in setting it up, teleconferencing has the same advantages as oral face-to-face communication. Oral communication was also classified into oral face-to-face communication (meetings and presentations) and oral non face-to-face communication (teleconferencing, telephone and voicemail). While face-to-face meeting are more effective than non face-to-face communication inmost ways, they are expensive and impractical sometimes, due to the distance factor. Thanks to advances in technology, meetings today can still take place without being face-to-face, through teleconferencing. Teleconferencing allows participants at distance locations to speak and setting it up, teleconferencing has the same advantages as oral face-to-face communication. Example: Several retailers like Wall mart, the worlds largest retailer, make use of teleconferencing to keep their US headquarters in touch with their store manager worldwide. Some headhunters also make use of the facility to conduct preliminary interviews and shortlist candidates based in other countries, before inviting them for face-to-face interview. Many multi-national corporations and large Indian organizations also use this facility extensively. In spite of its advantages, teleconferencing will not replace face-to-face meetings completely, since it is unsuitable for certain types of communication that involve brainstorming, negotiations, persuasion and problem solving. Telephone communication, another form of non face-to-face communication, has the biggest advantage of being able to contact a receiver who would be impossible to reach in person. Today, mobile phones have made it even easier to contact people who are on the move. Telephone communication also has a personal quality and permits the use of some non-verbal cues as tone of voice, to enhance the communication. Voice mail is a type of telephonic communication and is similar to an answering machine. Although it is generally inferior to speaking in person to the other party, it has some advantages. When you leave a recorded message, you can make your point felt and save time that might be wasted in exchanging pleasantries. Invitations can also be declined without having to give an explanation or reason, or having the other person talk back. Thus, there is great control over how the message is composed and delivered. Besides, voice mail also makes it possible to keep a permanent record of the

14

communication, unlike other types of oral communication. In spite of these advantages however, voice mail has caught on in India.

15