MB0039-Business Communication

(Book ID – B1128)

Set- 1

Q1. List the importance of effective communication in the workplace.

Answer:

Effective communication is the process of accurately forming a message, sending it and it being

completely understood by the recipients. Effective communication requires that verbal (spoken

words) and nonverbal (body language, gestures and actions) agree with one another. For

example, if manager verbally says he is interested in the employees' suggestions but never

creates a way or opportunity for employees to express their thoughts, the messages will

contradict each other. This leads to confusion and frustration.

Effective communication in the workplace is the backbone of any business. Without it, you

could miss out on important opportunities, waste time and cause your employees and

customers to become frustrated.

But not everyone is a born communicator, and there is always room to improve. That's why it's

important to train your staff to create effective communication in the workplace.

Removing roadblocks to effective communication in the workplace

When a problem arises, it's often due to poor communication in the workplace. Particularly in

this digital age when we rely so heavily on emails and phone calls to get things done, vital

information can become lost or misinterpreted if not communicated clearly.

Arming your staff with good communication skills enables them to work efficiently, effectively

and navigate any potential issues that may arise.

Everyone is different

People have different styles of communication in the workplace. And while there is no right or

wrong way to go about it, you can ensure that your staffs are understood by teaching them how

to adapt their style to the needs of others.

With appropriate training, your employees will be able to identify their own communication style

in the workplace, understand how this influences the process, and develop strategies to get the

best results.

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Effective communication in the workplace is a two-way street

Communication skills don't simply mean the ability to talk and write effectively - they also rely

heavily on listening and negotiation. Through training, employees will be able to practice their

active listening and problem-solving skills and develop the means to influence outcomes.

A professional training organization can help your employees develop effective communication

in the workplace by teaching:

•the importance of effective communication

•different styles of communication

•awareness of non-verbal communication, such as body language

•how to improve written communication skills

•how to communicate with confidence

•how to tailor communication for an intended audience

•how to manage workplace conflicts or issues

•negotiation and influencing skills

•active listening skills and how to ask the 'right' questions.

Benefits of training to improve communication in the workplace

•By developing better rapport with co-workers, employees are likely to be happier and more

successful in their roles.

•Improving employees' morale will make them more likely to remain loyal to your business.

•Improving communication between individuals, teams or departments within your organization

will streamline business processes and activities.

•Customer retention will be improved through better customer service.

•Staff will learn how to handle difficult situations and resolve conflict before it becomes a

problem.

Opening the channels

By promoting better communication in the workplace, you’ll not only increase the

efficiency of your team, but your organization too. Talk to a training specialist today about how

you can improve the communication skills of your staff to create a more successful business.

Q2. Describe the aspects of non verbal communication

Answer:

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

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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 achievement, a n d 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. The following summarizes their findings:

1. Kinesics-

This is the most often studied and important area of nonverbal 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

along lost friend 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 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 one’s hands in one’s 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 setting 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

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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 . P r o x e m i c s –

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 ―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. 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 the 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 culture for example, punctuality is considered to be important. Arriving later for

a business meeting is inexcusable. In other cultures, it is more relaxed and time is not given that

much importance.

We convey message to others through the time we spend on a work related activity or by the

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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 (slower

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 kept 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 surrounding 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 impression 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 type of nonverbal communication outnumber the types of 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-on-verbal cues to

convey a positive message, while the receiver should learn to look for unintended messages

conveyed by non-verbal communication.

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Q3. Write short notes on (a) Upward communication (b) Downward communication (c)

Horizontal communication.

Answer:

(a)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 co-workers. 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 superior’s 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 superior’s guidance, the latter may adopt an authoritarian

approach and merely give instructions, disregarding the subordinate’s opinion completely.

(b)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 organization’s 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, d estructive

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

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.

(c) Horizontal Communication-

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This 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 today’s business

scenario than upward or downward communication.

Q4. Explain the different barriers to listening. List the difference between discriminative

listening and comprehension listening.

Answer:

Listening is not easy and there are a number of obstacles that stand in the way of effective

listening, 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

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 one’s 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.

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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.‖

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 speaker’s 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

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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

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 o t h e r l a n g u a g e s .

O n e r e a s o n w h y p e o p l e b e l o n g i n g t o o n e c o u n t r y f i n d i t d i f f i c u l t t o

s p e a k t h e language of another country is that they find the sounds similar and

cannot understand the subtle differences.

Comprehension Listening-

O n c e w e h a v e l e a r n t t o d i s c r i m i n a t e b e t w e e n t h e d i f f e r e n t

s o u n d s , t h e n e x t s t e p i s t o t r y t o comprehend the meaning of these sounds. In

order to do this, we require a dictionary of words, along w i t h t h e r u l e s o f g r a m m a r

a n d s yn t a x . A p a r t f r o m t h e v e r b a l c o m m u n i c a t i o n , w e a l s o n e e d t o

understand the meaning 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.

Q5. Discuss the principles of business writing.

Answer:

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

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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

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 over

time, you should still take great care that your letter s content is clear and that you have

proofread it carefully.

Simple vs. Complex Words

As far as possible the sender should select words that are within the receiver’s 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.

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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 also that "concise" does

not 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 you’ve listed and answer any questions

raised in the description or prompt.

Q6.Explainthe advantages of oral communication with the help of suitable example.

Answer:

According to a 2005 study published in the Journal of Employment Counseling, oral

communication skills are being increasingly sought after by employers. When surveying over

100 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.

Presentations-

One 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, 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 Interaction-

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Another 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 Interaction-

Oral 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.

Benefits-

Oral 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 individual’s 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 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 voice

mail). While face-to-face meeting are more effective than non face-to-face communication in

most 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 Walmat, the world’s largest retailer, make use of teleconferencing

to keep their US headquarters in touch with their store manager worldwide. Some headhunters

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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 communication, unlike other types of oral communication. In spite of

these advantages however, voice mail has caught on in India.

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MB0039-Business Communication

(Book ID – B1128)

Set- 2

Q1. List the difference between extensive reading and intensive reading.

Answer:

The difference between Extensive reading and intensive reading are as follows-

Extensive Reading-

It develops at the student's own pace according to individual ability. It will be selected at a lower level of

difficulty than that for intensive reading. Where frequency word counts are available for the

language being learned, extensive reading will conform to a lower frequency word count than

intensive reading. Material will be selected whose choice of structure is habitually less complex and whose

vocabulary range is less extensive. The purpose of extensive reading is to train the students to read

directly and fluently in the target language for enjoyment without the aid of the teacher. Where

graded texts are available, structures in texts for extensive reading will be already familiar, and new items of

vocabulary will be introduced slowly in such a way that their meaning can be deduced from context or quickly

ascertained. The student will be encouraged to make intelligent guesses at the meaning of unfamiliar items.

Material consists of authentic short stories and plays, or informative or controversial articles from

newspapers and magazines. A few adaptations of vocabulary and structure will be made. The style of

writing should entail a certain amount of repetition without monotony. Novelties of vocabulary should not

coincide with difficulties of structure. It means reading in quantity and in order to gain a general understanding of

what is read. It is intended to develop good reading habits, to build up knowledge of vocabulary and structure and to

encourage a liking for reading, Increase total comprehension, enable students to achieve

independence in basic skill development, acquaint the student with relevant socio-cultural

material, and encourage recreational reading.

Intensive Reading-

It is related to further progress in language learning under the teacher's guidance. It provides basis for explaining

difficulties of structure and for extending knowledge of vocabulary and idioms. It will provide material for developing

greater control of the language and speech and writing. Students will study short stories and extracts from novels,

chosen for the standard of difficultly of the language and for the interest they hold for this particular group of students.

Intensive reading is generally at a slower speed and requires a higher degree of understanding to develop and

refine word study skills, enlarge passive vocabulary, reinforce skills related to sentence structure,

increase active vocabulary, distinguish among thesis, fact, supportive and non-supportive details,

provide sociocultural insights.

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Q2. Explain the different advantages and disadvantages of intranet.

Answer:

The intranet has its advantages and disadvantages. Some of the primary advantages are-

Discourages Grapevine- Grapevine or the informal communication network was discussed in one of the earlier

units. Although grapevine can be useful, it also leads to rumors, in the absence of information passed on through the

formal communication network. When employees are misinformed, they become dissatisfied and de-motivated.

Using the intranet as on official channel to post information for all employees to see discourages gossip and avoids

creating a transparency gap.

Facilitates Pre-meeting Discussion- The intranet may be used to discuss and debate ideas prior to a meeting, so that

valuable meeting time is spent focusing only on relevant ideas.

Example: Suppose a sale team of five members are required to make a presentation to the VP sales, on how to

increase sales during the current year. Instead of each sales person making a lengthy presentation during a meeting

and then getting his ideas reviewed and approved, a ―discussion board‖can be created using the intranet, a few days

before the meeting. The sales person could post their ideas on the discussion board for the VP to review in advance,

so that only the most promising ideas are discussed during the meeting. This way, the sales person can come into the

meeting more focused.

Saves Time-The intranet is paperless communication and is therefore a big time saver. A lot of unnecessary time

wasted on filling out forms, leave requests, supply orders, etc., can be saved by doping this through the intranet.

Employees can get information on official holidays and other HR related information, without having to intranet with

the HR manager.

Is Superior to Email-Sending some types of information through email can sometimes create confusion and

information overload. Let us take the above example of the sales team making a presentation on how to increase

sales. If five salespersons each have three different ways in which they could increase sales and start emailing multiple

versions of their power point presentations for the VP to review, it could lead to disastrous result. Instead, they could

work on a shared file, by using the intranet. A central location could be created for the most recent file.

Some of the primary disadvantages are-

Getting Started-Building an intranet to your specifications can be expensive. A consultant may have to be hired to

give it the desired look and feel to make sure that it is user friendly and simple enough for all employees to use.

Developing and Making Content-Once it has been set up, someone has to be responsible for maintaining and

updating the information on a continuous basis. In small organization, it may be sufficient to appoint one person to do

this. In large organizations with multiple departments, it may be necessary to appoint several persons to maintain and

update information for the different departments. This becomes a complex and expensive task.

Training Employees-Once it has been set up, employees have to be familiarized and trained on how to use the

intranet. This involves investment in time and money.

Convincing “Old Economy” Employees-Some employees may not be technology or computer savvy and may be

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reluctant to use the intranet to access information. Therefore, they may have to be convinced about the benefits of

using the new technology.

Q3.List the different principles of business letter writing.

Answer:

Principles of Business Writing:

The principles of Good Business Letter can be described in the following ways:

1. Knowing the Addressee - Good Business Letter should contain the relevant information

about the knowledge of subject and the person to whom it is addressed. It will create maximum

influence on the reader and will benefit in best possible way.

2. Writing Naturally - Good Business Letter should have genuineness in expression of thoughts

or ideas. It should be written in soft spoken language and the reader should believe that we are in

conversation with him.

3. Writing Clearly and Without Ambiguity - Good Business Letter should be free from any

confusion or ambiguity. It should insured clarity of thoughts with no omission of words, no

faulty punctuation and no disorderly arrangement of facts. There has to be affixation of full stops

and commas at right places so that there is no change in the sense or subject of the matter.

Besides this, there has to be proper specification of numbers and figures to maintain the

authenticity of the matter. The faulty punctuations or faulty words may prove disaster or failure

for the business relations.

4. Writing Completely - Good Business Letter should have all the relevant facts and complete

information so that there are no unnecessary queries. The letter should be complete in all aspects

and everything should be described or written specifically.

5. Courtesy and Consideration - The courtesy in business correspondence is simply not

restricted to obligatory words like ³Thank you´ or ³Please´ but implies to promptness in attending

to the letters. It is important to acknowledge letters when it is not possible to give immediate

replies. There has to be politeness in declining business proposals or saying ³no´ and it has to be

done in decent manner. In business, courtesy begets courtesy, so there has to be congenial and

friendly with business associates and parties.

6. Avoiding Jugglery or Jumbling of Words - It is important that the language of the letters

should be simple and should not be like essay or article from literary point of view. It has to be

written in short sentences with simple words. The letter should not have typical or difficult words

and it should be refrained from verbose or prosaic style of writing.

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7. Avoiding the use of commercial words/phrases/abbreviations - The use of commercial

words/phrases/abbreviations should be avoided as they have become obsolete and out

of practice. There are some important commercial terms that cannot be substituted, yet they

should be minimize or avoided in the letters.

8. Effectiveness - Good Business Letter should be concise, precise, relevant, concrete and

consistent so that it is easily understood by the reader and its contents should be fully followed.

The letter should be arranged in the relevant way so that the important facts should be

given prime importance. It should be followed by other important facts in continuation so that

the entire letter becomes link chain. The letter can be divided into small paragraphs and

each paragraph should contain specific type of information. It should be not too short or too

lengthy as this may prove monotonous or irrelevant in a business letter to the reader.

9. Planning the Letter - The writer of the letter should have good thinking power and

should plan out its contents before writing the letter. It helps in assorting all relevant facts,

figures and places so that the letter becomes more useful and result oriented. The following steps

are to be taken for planning a letter and they are as follows:

a) Collecting facts or information - It refers to collecting all the relevant facts or information to

be included in the letter.

b) Selecting right or accurate style/approach - It implies to the initiation of letter and can be

done through three approaches or styles. They are:

Direct - In this type we can jump into main issue or conclusion before giving any type

of preface or introduction. For example: Enquiries, Quotations, and Orders etc.

Indirect - It involves making indirect or preface for the main information, issue or subject

Persuasive - It should be written in a way that the reader should be motivated and its

content should arouse his interest to create a demand for the business. For example: sales

executive offering lucrative offers to sell his products through effective business letter

writing.

c) Arranging Facts, Figures and Places - The collected information of the relevant facts, figures

and places should be arranged and assorted properly so that the letter becomes link chain and

should be able to satisfy readers.

10. Checking or Revising the Letter - The business letter should be revised and checked

thoroughly before signature and dispatch. It is done to assure accuracy, clarity and effectiveness

of a business letter. It should be free from faulty words, faulty punctuation, and incomplete

information etc for congenial and prosperous business relations

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Q4.Write short notes on (a) corporate identity advertising (b) institutional advertising.

Answer:

Corporate Identity Advertising-

This type of corporate advertising is done purely to communicate the organization’s corporate

identity, such as its name, logo (e.g. the Nike ―swoosh‖), trademark or brand name and slogan.

When the organization’s identity changes, this is communicated through corporate advertising.

Institutional Advertising-

This type of corporate advertising is aimed at special publics such as the media, suppliers and

dealers, to correct communication problems with them.

Q5.Discuss the different type of business reports.

Answer:

Report may be classified based on several criteria, including their use (progress reports and

financial reports), purpose (informational, analytical and persuasive reports), frequency of

preparation (annual, monthly, weekly and hourly reports), length (short and long reports) and

whether they are internal to the business or are used outside the business.

The most common types of business reports may be divided into the following categories-

1. Periodic Reports-

These are reports that are prepared on regular basis, for both internal and external audiences.

Their purpose is solely to inform. Example of this type of report are-

Routine Management Reports- These are reports such as equipment reports and sales

updates and are prepared for internal audiences.

Compliance reports- These are submitted to external stakeholders, such as the

government, stating compliance with regulation such as environmental norms.

Progress Reports- These reports may be prepared for both internal audience such as top

management and shareholders, as well as for external audience such as customers. A

project report starting progress on a long-term project is an example of this type of report.

2. Proposals-

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Unlike periodic reports, the purpose of a proposal is to persuade. Proposal may be prepared

for both internal and external audience. Examples of proposals include research proposals and

marketing strategy proposals to top management, proposals to the government to grant funds for

building a research facility and proposals to consumers to buy a company’s products.

3. Policies and Procedures-

The purpose of these reports is solely to inform. They are also prepared only for internal

audiences. Examples include reports on company policies and procedures, written by top

management and sent to all employees. This is part of downward communication.

4. Situational report-

These are one-time, exceptional reports that are prepared when a unique event occurs. For

example, if sale of company has shown a significant decline, a study may be carried out to

determine the reasons for declining sales and report prepared on the findings. Similarly, a market

feasibility study may be carried out before launch of new product and report prepared, based on

the study. The purpose of such reports is usually top inform, analyze and persuade.

Q6. List the different steps involved in report preparation.

Answer:

Managers and leaders must express their ideas clearly, concisely, and completely

when speaking and writing. If your written messages aren't clear or lack important details,

people will be confused and will not know how to respond. In addition, if your

written messages are too lengthy, people simply don't read them.

The process of good writing involves three basic steps - preparing, writing, and

editing. Practicing the following 16 principles will help you be a more effective writer.

1. Know your objective-

Think before you write. What's your goal? Make sure you fully understand the assignment. Are

you writing a one-paragraph executive summary or a five-page report? Try answering this

question: What specifically do I want the reader to know, think, or do?

2. Make a list-

Write down ideas or points you want to cover. Why? This helps you get started in identifying the

key ideas you want to discuss.

If you have trouble getting started, try discussing your ideas with someone else. "Kicking an idea

around" often helps you clarify your objective and fine-tune what you are trying to accomplish.

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3. Organize your ideas-

Just as it's difficult to find what you want in a messy, disorganized desk drawer, it’s hard to find

important ideas in a poorly organized message. Here are a few ways you can organize your

ideas:

Importance- Begin with the most important piece of information and then move on to the next

most important.

Chronological order – Describe what happened first, second, third.

Problem-Solution - Define the problem, then describe possible alternatives or the solution you

recommend.

Question-Answer - State a question and then provide your answer.

Organize your ideas so the reader can easily follow your argument or the point you are trying to

get across.

4. Back it up-

Have an opinion but back it up- support with data. There are a number of ways you can support

your ideas, including explanations, examples, facts, personal experiences, stories, statistics,

and quotations. It’s best to use a combination of approach to develop and support your ideas.

5. Separate main ideas-

Each paragraph should have one main point or idea captured in a topic sentence. The topic

sentence is normally the first sentence in the paragraph. Each paragraph should be started by an

indentation or by skipping a line.

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