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Master of Business Administration-MBA Semester 1 MB0039 Business Communication - 4 Credits Assignment Set- 1

Q 1. Describe any situation that you experienced where the communication went wrong because the listening was faulty. Analyze the situation by explaining the type of listening barrier. . How could this barrier be overcome? The following example illustrates an organizational barrier to communication. By the time the message is passed down from the Chief to the lower level Executives, it is distorted completely, so much so that the original message is interpreted differently by each level in the organization. Memo from CEO to Manager: Today at 11 oclock there will be a total eclipse of the sun. This is when the sun disappears behind the moon for 2 minutes. As this is something that cannot be seen every day, time will be allowed for employees to view the eclipse in the parking lot. Staff should meet in the lot at ten to eleven, when I will deliver a short speech introducing the eclipse, and giving some background information. Safety goggles will be made available at a small cost.

Memo from Manager to Department Head: Today at ten to eleven, all staff should meet in the car park. This will be followed by a total eclipse of the sun, which will appear for 2 minutes. For a moderate cost, they will be made safe with goggles. The CEO will deliver a short speech beforehand to give us all some information. This is not something that can be seen everyday.

Memo from the Department Head to Floor Manager: The CEO will today deliver a speech to make the sun disappear for 2 minutes in the form of an eclipse. This is something that cannot be seen everyday so staff will meet in the car park at ten or eleven. This will be safe, if you pay a moderate cost.

Memo from Floor Manager to Supervisor: Ten or eleven staff are to go to the car park, where the CEO will eclipse the sun for 2 minutes. This does not happen everyday. It will be safe, and as usual it will cost you.

Memo from Supervisor to Staff: Some staff will go to the car park today to see the CEO disappear. It is a pity this doesnt happen everyday.

Communication was filtered or misinterpreted because of the following barriers:

Organizational Barriers In organizations that are too hierarchical, that is, where there are multiple layers, messages may have to pass through many levels before they finally reach the receiver. Each level may add to, modify or completely change the message, so much so that it becomes distorted by the time it reaches the intended receiver. In other words, there is likely to be loss of meaning and the message may not reach the receiver in the same way as it was intended by the sender.

Another type of organizational barrier is a departmental barrier. This means that each department in an organization functions in isolation and there is no co-ordination or communication between them.

This barrier could be overcome by the following methods: 1. Encourage Feedback Organizations should try to improve the communication system by getting feedback from the messages already sent. Feedback can tell the managers whether the message has reached the receiver in the intended way or not.

2. Create a Climate of Openness A climate of trust and openness can go a long way in removing organizational barriers to communication. All subordinates or junior employees should be allowed to air their opinions and differences without fear of being penalized.

3. Use Multiple Channels of Communication Organizations should encourage the use of multiple channels of communication, in order to make sure that messages reach the intended receivers without fail. This means using a combination of both oral and written channels, as well as formal (official) and informal (unofficial) channels of communication. The types of channels will be discussed in detail later, in a separate unit. Q 4. Discuss the principles of business writing. Writing in a business environment requires the ability to tailor your document to a variety of different audiences. Your proposal may have to be approved at the executive level, but carried out at the functional level. Because of this, it is important to know how to use strategic writing to your advantage. Be concise: As the chart above demonstrates, the most influential decision-makers spend the least amount of time with your document. As such, your writing should take this into account. Avoid unnecessary embellishments and get straight to the point. An example of this technique is detailed in the next section. Take varying knowledge levels into account: Your document will be read by a wide variety of people with different levels of expertise. Your writing should be detailed enough for it to be functional and effective, yet simple enough for all readers to understand. In business documents, you are able to write different sections for different readers. For example, summary sections may be tailored directly to executives and managers, while technical sections may be written for specific functional units. Utilize headings, bullet points, bold type, and white space to guide the readers eye: Format your document in such a way that the readers eye falls on the most important information. This is done through the use of bullets, bold type, graphics, and white space. Emphasize the most important information at the beginning and end of each section, and utilize the body sections for supporting

* Take varying knowledge levels into account: Your document will be read by a wide variety of people with different levels of expertise. Your writing should be detailed enough for it to be functional and effective, yet simple enough for all readers to understand. In business documents, you are able to write different sections for different readers. For example, summary sections may be tailored directly to executives and managers, while technical sections may be written for specific functional units. * Present a need for an idea before presenting the idea: In persuasive documents, readers should perceive a need for your idea before being presented with facts and support. Your writing should intensify the audiences response to the need and leave them thinking, what can I do about this need? Stress benefits, not features: Your audience, particularly at the executive and managerial level, seeks benefits rather than features. The primary purpose of persuasion is to obtain the selfinterest of your audience. Readers will be looking for what benefits them directly, so your writing should focus on these benefits, rather than stressing the features of the proposal. Use facts, credible opinions and statistics to prove your case: Readers tend to be naturally skeptical and will look for reliable information before providing their support for a specific idea. As a result, the use of facts, credible opinions and statistics are much more powerful within a document than the authors unsubstantiated beliefs and judgments. While it may sound obvious, relying on trustworthy supporting evidence can substantially help in your goal of persuading the audience. Tell the reader what to do next: Once you have persuaded the audience to support your idea, your next step should be to establish further action. The goal is to convince your reader to act immediately, as opposed to delaying the process any further. Outline any consequences that may occur as a result of postponement, and detail the benefits of their immediate action. Garnering the audiences self-interest and providing a discrete follow-up action will aide in progressing the projects approval process and is key in helping to accomplish your business writing goals. Q 6 (a). List the importance of effective communication in the workplace. Communication is the nerve center of business today. As you go up the corporate ladder, you will find that communication skills are required, more than technical skills. Communication research has revealed that among the factors most important for managerial success, communication skills rank above technical skills. Several surveys conducted among people who have been successful in their professions have indicated that communication skills are more vital

to job success than subjects taken in college. Communication has assumed even greater importance today, since the new model of business is based on teamwork, rather than on individual action. Teamwork requires greater coordination and communication. Communication is also required all the more in this age of information and technology. Without communication and human skills, technology will overwhelm an organization. Communication helps to make sense of technology and to manage all this information. For example, communication is required to explain a new computer program or software. While computers can perform routine tasks, jobs like responding to customers needs require a high degree of communication skills. 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.

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. Q 6 (b). Explain the advantages of oral communication with the help of suitable example. Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of oral communication. Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required. Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust. Advantages of Oral Communication There is high level of understanding and transparency in oral communication as it is interpersonal. There is no element of rigidity in oral communication. There is flexibility for allowing changes in the decisions previously taken. The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay. Oral communication is not only time saving, but it also saves upon money and efforts. Oral communication is best in case of problem resolution. The conflicts, disputes and many issues/differences can be put to an end by talking them over. Oral communication is an essential for teamwork and group energy. Oral communication promotes a receptive and encouraging morale among organizational employees. Oral communication can be best used to transfer private and confidential information/matter.

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