Professional Documents
Culture Documents
ROLL NUMBER:
LEARNING CENTER: 02882
FACULTY SIGNATURE:
(3 credits)
Set 2
Marks 60
Subject Name : Business Communication
Q 1. Describe three specific situations at the workplace where positive non verbal
communication could be used effectively to enhance verbal communication. (10
Marks).
Answer:
Situation 1:
When you are showing a presentation or demonstration of a project to the
employee's or clients you need to use a positive intonation which would be a
nonverbal way to boost the audience. The tone should be bold and portray
confidence so the audience feel that you are sure of what you are speaking. Try to
maintain eye contact with the audience as and when possible which helps them to
feel comfortable and allows them to interact with you with questions and feedback
when required.
Also make broad hand and arm gestures instead of tight, close-to-the-body gesture
which shows your self confidence. Wear formal and neat clothes which would give a
more professional and confident look to you. All these non-verbal gestures indirectly
are responsible for a successful presentation at work.
Situation 2:
When you are attending meetings ie when you act a listener you need to be very
careful with your non-verbal communication. Lean towards the communicator
showing him/her that you are interested in the communication. Maintaining eye
contact also implies that you are listening to the conversation. Nod as and when
needed to portray that you are with the listener and giving him a non-verbal feedback
that you have understand what is being communicated to you. Take care to avoid
speeding up your nods. Rapid head nods may communicate that you are impatient
with the communication. These small gestures shows that you are interested and
involved in the communication and helps you in proving that you are a good listener
to your managers.
Situation 3:
Time language is a important non-verbal communication. Punctuality is considered
to be important in professional environment. Arriving late to work regularly sends
negative impression about your character to your immediate managers. Sometimes
there are dependency issues in office and others have to wait for your arrival to
resolve those issues ,in such scenarios it creates a wrong impression on you. Also
when you arrive late to business meetings it may not be excusable in most of the US
based companies. 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 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.
Answer:
Perhaps the most tried and true rule of effective downward communication is to:
Communicate orally, then follow up in writing (Gibson and Hodgetts 1991).
Filters – employees feel their ideas/concerns are modified as they get transmitted
upward
Time – managers give the impression that they don’t have the time to listen to
employees
Q 3. Imagine that you have to make an oral presentation on the features of the
EduNext portal to new students of the SMU MBA program. Prepare an outline of the
presentation and specify the following – a) Purpose of the presentation b) Key idea
c) Audience analysis d) Delivery style. (10 Marks).
Answer:
Purpose of the Presentation:
Purpose of the Presentation is the inform the new students about the various
features ,information ,news and announcements available in the website . To
convince and comfort them that all the information and guidance is available and
updated frequently in the site, which would make their learning more easy and
interactive.
Key Idea:
As the Main idea of the presentation is to inform the students about the various
features of the EduNext portal. The Key ideas would be to explain all the features in
detail.
1.The site has Assignment guidance, model question papers, chapter wise objective
type quizzes, project guidance, case studies of chapters. The model question papers
and quizzes would be helpful as the self assessment after reading each chapter.
Project guidance would be of help while doing the final semester projects
2.Interactive sessions are the key highlight of this site. There are chat sessions with
faculty,mentors,certified faculty and other experienced people who could give more
information on various topics and clear any clarifications and queries of students.
Audience Analysis:
Delivery Style:
Extemporary type of speaking would be the best style for this kind of presentation
which involves young audience. The speech should be prepared well so that we
could answer all the queries and clarifications of the students ,and also be more
confident to help keep them focused. If the speech is not well prepared they might
not have confidence on the speaker which could eventually lose the focus on the
speaker. Notes or memorizing would make the speech feel more boring and would
not help the speaker have proper eye contact with the audience and this would lead
to less interaction with the audience. So the style suiting this type of presentation
should be a well prepared speech or otherwise known as extemporary speaking.
Q 4. Write a letter to your distributor, conveying the bad news of one of your product
lines being phased out or discontinued, offering some form of compensation in
return. (10 Marks).
Answer:
December 14th 2009
Mr John Keaths,
Director of Sales and Distribution,
Tibble keaths Worldwide Distributors,
Jurong street,
New Delhi 500789.
We had released star mobile model number T56 to your distributors on June 2nd. I
truly understand that the models have been distributed from your end to your
customers. Actually we had received several calls from our customer care engineers
that the mobile has few very serious hardware faults . Many customers have had
issues that the mobile switches off on its own and has to be restarted every time.
Also the phone gets heated up very soon. Due to these issues we had to stop the
further production of the T56 model . We would fix all the issues in this model and
come up with the new T57 model on January 6th.
I truly apologize for the inconvenience caused to you. I understand that your
customers would come back to you with the defects and demand an explanation,
hence I request you to forward them to our customer care centers where we could
replace their old phones with the new model phone free of cost in case the phone is
used for less than 2 months else we could give them a 15% discount on the new
phone's cost.
Also if you as a distributor would want to return a bulk set of old phones which we
supplied you, we could replace them with a 25% discount on the new phone. In case
the package seal is not yet open we would replace the whole set for free.
We would try our best to help you satisfy your clients, as they are indirectly our
customers too.
We would make sure your customers are taken care of and help them retain their
trust on you. Thanks for understanding. I will make sure this doesn't happen again.
In case of any issues or clarifications on this please feel free to call me directly to my
cell Ph. 9445678934 .
Sincerely,
Managing director of Sales Star Group
Mr. Laxmani.
Answer:
Yummy potato chips are a newly launched FMCG product by Indigo group of
companies. Below is the report for its sales update in a memo format.
TO : The VP Marketing
SUBJECT : Detailed Sales report of the newly launched Yummy Potato chips.
I have summarized below the sales details in the last 6 six months after the release
of this product in major metro cities.
The paper recounts the history of email, its changing role in business, and the
emergence of new Web 2.0 collaboration tools, such as StratAssemble's PlanDone,
that offer new and better ways for companies to manage their workflow.
Email usage drains workplace resources and hinders the timely completion of
projects of all types. Given today's fast pace of business, communication in real-time
and keeping staff on the same page are crucial to staying ahead. Yet delays caused
by using email to coordinate business-critical data between individuals, departments,
and remote locations actually slow productivity.
1. Lack of security
2. Attachment problems
3. Reliability problems
4. Spam clutter
6. Scattered data
Transferring project and task functions from email to PlanDone's interactive platform
helps teams build on each other's work. Ideas and opinions are shared,
Questions
2.How will you adapt email communication to overcome some of the problems
mentioned in this case?
Answer:
Email communication has help eliminate paper work in most of the organizations.
It has help organizations manage their work flow in a better way. In today's fast pace
business communication email helps in keeping the staff informed about the various
activities going on in the project which helps meeting deadlines.
The communication here is not only to the staff but also helps in keeping in touch
with other departments and people at remote locations to increase thier productivity
speed.
Transferring project and task functions from email helps teams build on each other's
work.
Ideas and opinions are shared, documented, and refined in constructive ways. Two
powerful tools--priority ranking and deadline analysis-help staff focus precisely on
first things first each day, ensuring last-minute changes and course corrections don't
turn into unmanageable business fires.
These are the various advantages mentioned in the case which strongly prove that
email is a tool for business communication.
2.How will you adapt email communication to overcome some of the problems
mentioned in this case?
The main problems faced by email communication are mentioned below along with
thier solutions to overcome them:
1. Spam Clutter:
To overcome the spam problem avoid sending emails to known addresses ,check
spam folder frequently and empty the spam folder,In case a email is received from
an unknown sender do not open the email just report it as spam. If you repeatedly
get spam messages report to your companies email department and ask them to
look into the source of such spam messages.Regular practice of the above will help
your email become spam free.
2.Scattered Data:
Try to group emails of similar discussion under one folder so that you could get them
easily when you need those emails.Create as many as seperate folders needed for
storing the mails. Try to set various labels to the emails for easier search. Also
periodically delete emails not needed to keep your mail box clean. You could also
set priority to the emails received. In trying these steps you could keep your email
box data in a orderly manner.
3. Attachment problems :
Scan documents before attaching them to the email. Also check if the contents are
properly present after it is attached to the mail. Name the attachment properly so that
the receiver knows the contents by seeing the name of hte attachment.
When same documents are sent several times with new changes in it everytime,it
may lead to confusions ,so each time a document is sent it should be named
followed by the version number so that it is not misleading for the receiver and the
sender.