Question Paper Business Communication : April 2002

Part A : Basic Concepts (30 Points)

1. This part consists of questions with serial number 1 - 30. Answer all questions. Each question carries one point. Maximum time for answering Part A is 30 Minutes.

The process of creating meaning from ones experience is called a. b. c. d. e. Perception Listening Learning Personality Empathy.

2.

A ________ message is a friendly note with no direct business purpose; it focuses on the recipient, not the sender. a. b. c. d. e. Bad-news. Goodwill Badly-written Cursory Sale.

3.

It is the _________ phase in the communication process that allows you to evaluate the effectiveness of your message. a. b. c. d. e. Transmittal Reception Feedback Decoding Encoding.

4.

Which of the following includes Listening? a. b. c. d. e. Analyzing Evaluating Responding All of the above. Both (a) and (b) above.

5.

To enhance their effect, most Sales letters highlight their _______ a. b. c. d. e. Price Advertisements Central Selling Point (CSP) Product Company profile.

6.

The _______________ delivery is often referred as the middle course. a. b. c. d. e. Impromptu Extemporaneous Manuscript Memorized Pedagogy

7.

A prcis many be defined as _______ of the main ideas and points in a piece of writing. a. b c d. e. A Rephrasing A Restatement in shortened form A Reproduction A Recapitulation An Elaboration.

8.

The two basic types of abstracts are a. b. c. d. e. Informative and Informational Descriptive and Executive Informative and Executive Descriptive and Informative Introductory and Concluding.

9.

In a report, Visual aids ________the text, and the text add meaning to visual aid. a. b. c. d. e. Supplant Supplement Mar Adorn Compliance.

10. The practice MBWA, in corporate parlance refers to a. b. c. d. e. Managing by Women alone Managing by worst alternatives Managing by worth alone Managing by walking around Managing by work alone.

11. Egotism, Defensiveness, Hostility, Preoccupation, Fear are some of the examples of _____ a. b. c. d. e. Disruption Physiological noise Psychological noise Grimacing Physical noise.

12. Which of the following is not a standard letter format? a. b. c. d. e. Block Modified Block Simplified Block Extended Block. Twisted Block.

13. Reconciling differences among group members through meditation or by using humor to relieve tension refers to a. b. c. d. e. Initiating Compromising Harmonizing Diverting Encouraging.

14. Which of the following is not a form of Non-verbal communication? a. b. c. d. e. Kinesics Proxemics Semantics Paralanguage None of the above.

15.

Which one of the following is not a part of Reflective Thinking proposed by John Dewey? Identify. a. b. c. d. e. Problem Identification Brainstroming Criteria Analysis Solution Generation Solution implementation

16. _______ relates to the correctness of how a word is pronounced. a. b. c. d. e. Pronunciation Enunciation Articulation Telephony Expression

17. Which of the following is not a recommended approach to manage a conflict? a. b. c. d. e. Collaborating Compromising Articulating Competing Accommodating

18. The greeting that precedes the body of the letter is a. b. c. d. e. Mailing Notation Complimentary close Signature block Reference initials Salutation.

19. _________is not a self oriented role. a. b. c. d. e. Diverting Attention seeking Controlling Withdrawing Harmonizing

20. In a negotiation, argument over position leads to a. b. c. d. e. Policing Polishing Polarization Posthumous action Pretension

21. ______ is a one page condensation of the report. a. b. c. d. e. Epitome Glossary Abstract Review Introduction

22. Dear sir in a letter is an example for ______ a. b. c. d. e. Application bank Opening Salutation Notation Postscript

23. AIDA stands for a. b. c. d. e. Attention, Interest, Deceive, Action Attraction, Interrogation, Decipher, Action Attention, Interest, Desire, Action Attraction, Injuction, Demand, Allocation Allow, Infact, Defect, Affect.

24. A resume should have all of the following except a. b. c. d. e. Education Personal Siblings Additional Objective.

25. A lose-lose approach to negotiation is adopted when the negotiating partners a. b. c. d. e. Want to hurt each other Want to buy each others trust Are willing to consider each others needs Are desperate to find an acceptable solution Want to let off steam.

26. Audience analysis enables you to establish a _______ with your listeners. a. b. c. d. e. Repute Residue Rapport Retention Reception.

27. Memos that convey bad news need to be written in________ approach. a. b. c. d. e. Deductive Inductive Objective Subjective Negative.

28. Which of the following is an example of attitudinal barrier to effective listening? a. b. c. d. e. Message overload Spoonerism Egocentrism Ambience Euphemism.

29. The statement send your cheque today on a claim letter is inclined towards ______. a. b. c. d. e. Reminder Enquiry Exigency Appeal Ultimatum.

30. ___________ in an application letter refers to the use of abbreviations and capitalization. a. b. c. d. e. Style Length Mechanics Ellipsis Post-test. END OF PART A

Part B : Caselets (50 Points)

This part consists of questions with serial number 1 8. Answer all questions. Points are indicated against each question. Detailed workings should form part of your answer. Do not spend more than 110 - 120 minutes on Part B.

Caselet 1
Read the following caselet carefully and answer the following questions: 1. What made Tanishqs anecdote successful? Do you think it could offend anyone? (5 points) 2. Why do you think it was more effective than it would have been to lecture about not grumbling and doing something? (5 points) 3. What do you think Tanishq might say after the anecdote to tie it into his overall message? (6 points) Tanishq worked in human resources at a tyre manufacturing company. His company was implementing an employee participation system and Tanishq decided to make a presentation to inform employees about the program. He knew that in his audience of 500 there were workers who would be skeptical. He really wanted to reach the workers who were not yet convinced that the company wanted them to participate in decision-making. An important idea that Tanishq wanted to get across was about employee ownership. He believed that participating in decision-making was a powerful way for employees to own the conditions under which they worked. Somehow, He wanted to stress the idea that if you dont like it, dont grumble--change it. However, he wanted to say it in a way that wouldnt leave any listeners feeling defensive. He settled on using a humorous anecdote to amuse and inform his audience at the same time. He included the story in his talk right after his introductory remarks: A friend of mine told a story about one of his co-workers. It seems that every day this fellow would bring a lunch packet, and every day he would complain to my friend about what was in the packet. Bread and jam again, he would groan, or A lousy banana. I wanted an orange. My friend usually played along, but one day it got to him. He turned to the man, If you never like your lunches, why dont you make them yourself? Gosh, the fellow replied, I already do. Tanishqs audience howled with laughter. He had won them over and kept their attention and interest for the rest of his talk.

Caselet 2
Read the following caselet carefully and answer the following questions: 4. How can concepts of body language and facial expression be used to explain the different results achieved by Malini and Ramesh? (8 points) What were the possible effects of Malini and Rameshs dress styles on the outcome of their meetings? (8 points) Eight times in the last three months, Malini Deshpande called in one of her employees and disciplined the individual for breaking a work rule. In each case there was no repeat of the incident. On the other hand, during the same time period, Dipankar Mahapatra disciplined seven of his workers, and in six of these cases the individual repeated the act. Their boss, Ramesh Talwar, was unable to determine why Malinis approach to 5

5.

individual repeated the act. Their boss, Ramesh Talwar, was unable to determine why Malinis approach to discipline was so successful and Dipankars was not. At first Ramesh thought it might be the way in which his two employees talked to their subordinates. Since he did not have time to attend these disciplinary meetings, he had Malini and Dipankar tape record (with the agreement of the employee) one of their disciplinary sessions. After listening to the tapes, Ramesh still could not fathom why Dipankar was not as effective as Malini. Both seemed to be handling the situation correctly. Early this week Ramesh learned that both Malini and Dipankar were going to be having disciplinary meetings. Ramesh asked each of them whether he could sit in on one. Both Malini and Dipankar agreed. When the two meetings were over, Ramesh found that there were several differences between them. The first difference had to do with the posture of the two supervisors. Malini maintained an erect posture with both feet flat on the floor. Dipankar was much more relaxed. He leaned back, put an arm over the back of his chair, and at one time propped his feet up on a nearby chair. Another difference was in facial expression. Malini looked serious and kept her attention on the employee. Dipankar often looked out of the window; when he did look at the employee Dipankar always smiled. There was also a difference in the way Malini and Dipankar dressed. Malini wore a starched handloom sari that was neatly draped around her and her hair was arranged in a neat coiffure. Dipankar wore a T-shirt and jeans and his hair looked tousled.

Caselet 3
Read the following caselet carefully and answer the following questions: 6. Critique the interview in terms of the questions that were asked, the skills of the interviewer and the skills of the respondent. (7 points) 7. 8. Were the objectives met? What could have been done better? (6 points) Comment on the non-verbal cues displayed during the meeting. Were Raj and Avinash effective listeners? (5 points) Raj Menon is the public relations director for Sylvester Utility Company. Raj has four public relations officers working under him, and he prides himself on the camaraderie and teamwork that exist in his department. Recently, however, a problem has surfaced. One of his public relations officers Priya Kumar, complained to him about the newest member of the staff, Avinash Sarin. Priya is the most senior member of Rajs staff and the most popular. Avinash has been employed for only six months, but Raj sees him as very bright, extremely creative, and possessing considerable potential for future growth. The problem is that Avinash is often curt, sometimes even downright rude to his co-workers. He sees them as not as bright as he is and has little patience for their questions. He works by himself and out produces anyone on the staff, including Raj. As Priya pointed out, unless Avinash changes his attitude, he will undermine the team spirit of the department and probably lower overall productivity. Raj set up a meeting with Avinash to discuss the situation, and here is how it went : Raj: Avinash, come on in and sit down. How are you? (smiling, motioning to chair). Avinash: Fine, but really busy. I hope this wont take long (looking at his watch). Raj: Sometimes, Avinash, its good to sit down and chat about things. We all have problems and even the best of situations can be made better. Avinash: (Interrupting) Okay, youre probably right. What do you want to discuss? Raj: (Frowning) Its very like you to get right to the point. I think thats part of the problem. Avinash: What problem? Im not aware of any problem. Am I not doing a good job? (Sitting forward in chair) Raj: Yes, you are. You are highly productive, but you need to realize that you are part of a team and that what you do and how you act affects the rest of the members of the department. Avinash: (Leaning forward) Now I see! The rest of them are jealous because Im better than all of them put together. Raj: Do you really think thats the problem? That the others are jealous? Avinash: Yes! (Slaps hand on knee for emphasis) 6

Raj:

Avinash: Raj:

Avinash: Raj: Avinash: Raj: Avinash: Raj:

Each of the other public relations officers has had a long, productive, and rewarding career here. Theyve all received rewards for exemplary work. I dont think they have a need to be jealous of anyone. Let me tell you what I think the problem is. But, first, let me ask you, do you think you can objectively listen to what I have to say, and then give it some serious thought? I guess so. Ill try. Good, thats the spirit of cooperation that I want around here. (Calmly smiling). We have always prided ourselves on the fact that weve been able to put individual differences aside and work together for the good of the entire company. You seem to have a hard time working with the others. You give them the feeling that you think you are better than they are. But I do more work than they do. I dont think thats the only way to assess ones performance. In the public relations business, building long-term relationships can be the most important skill. Would you agree with that? Well, I see what you mean. I guess I agree. And good relationships with customers are pretty hard to achieve if we cant get along among ourselves. I see what you mean. What do you want me do? Well, Avinash, what do you think you could do to be more of a team member?

END OF PART B

Part C : Applied Theory (20 Points)

This part consists of questions with serial number 9 - 10. Answer all questions. Points are indicated against each question. Do not spend more than 25 -30 minutes on Part C.

9.

You head the HR department of Tarun Organics, a small company manufacturing organic chemicals. Recently the top management decided to introduce a three-shift system in the plant, instead of the two-shift system now in place. The new shift system goes into effect next Monday. Today is Friday. You have to inform the employees about this decision, and generally, convince them that this change is in their interests. To communicate this to the employees, would you use an oral message or a written one? Give reasons for your answer. (10 points)

10. In a report on the mail-order market for books, you want to contrast the types of books purchased through retail outlets, book clubs, and other mail-order sources. You have gathered data on the source of purchase for various categories of fiction (mystery, romance, science fiction, classics, adventure, childrens fiction and so on) as well as nonfiction (gardening, religion, history, geology, biography, art, investment and so on). What type of visual aid would you use to present the detailed statistical data that you have collected? What type would you use to dramatize key points? Justify your answer. (10 points)

END OF PART C END OF QUESTION PAPER

Suggested Answers Business Communication : April 2002

Part A : Basic Concepts
1. Answer : (a) Reason : The process, act or faculty of perceiving sensory stimuli based chiefly on memory is referred as Perception. Answer : (b) Reason : Self-explanatory. Answer : (c) Reason : The receivers response to the message is referred as feedback. Answer : Reason : Answer : Reason : (d) Analyzing, Evaluating and Responding comprises the Listening process. (c) To improve the saleability of the product or service, the sales letters should emphasize on the Central Selling Point.

2. 3. 4. 5.

6. 7.

Answer : (b) Reason : The extemporaneous delivery is often referred as middle course. Answer : (b) Reason : A prcis is a concise and clear statement of a longer passage in a connected and readable shape. Hence it is referred as a restatement in shortened form. Answer : (d) Reason : Descriptive and Informative are the basic abstracts. Answer : (b) Reason : Supplement is the most appropriate word in the given statement.

8. 9.

10. Answer : (d) Reason : MBWA is referred as Managing by Walking Around. 11. Answer : (c) Reason : Egotism, Defensiveness, Hostility, Preoccupation and Fear are good examples of Psychological noise. 12. Answer : (d) Reason : Extended Block is not a standard letter format. 13. Answer : (c) Reason : Reconciling differences among group members by using humor and meditation is referred as Harmonizing. 14. Answer : (c) Reason : The meaning or the interpretation of a word, sentence, or other language form is termed as Semantics. Hence it is not a form of Non-verbal communication. 15. Answer : (b) Reason : Brainstorming is a technique to stimulate idea generation for decision making, coined by Osborn. 16. Answer : (b) Reason : Enunciation relates to the correctness of how a word is pronounced. 17. Answer : (c) Reason : Articulating is not a recommended approach to manage a conflict. 8

18. Answer : (e) Reason : Salutation precedes the body of the letter. 19. Answer : (e) Reason : Harmonize is to be in harmony and work in consonance or accord. Harmonizing is not a selforiented role. 20. Answer : (c) Reason : Polarization is breaking up into opposing groups. An argument over positions in a Negotiation leads to Polarization. 21. Answer : (a) Reason : Epitome is a summary or embodiment of the report. 22. Answer : (c) Reason : Dear Sir in a letter is an example for Salutation. 23. Answer : (c) Reason : AIDA is referred as Attention, Interest, Desire and Action. 24. Answer : (c) Reason : Siblings should not be mentioned in a Resume. 25. Answer : (a) Reason : Self-explanatory. 26. Answer : (c) Reason : Audience analysis in a very practical sense refers to, finding out all you can about the people you are talking to or will be talking to. This will help to establish rapport with the audience. 27. Answer : (b) Reason : Bad news should always be conveyed in an inductive approach. 28. Answer : (c) Reason : Egocentrism is an example of attitudinal barrier to effective listening. 29. Answer : (d) Reason : The statement Send your Cheque today in a claiming letter is an ideal example for Appeal. 30. Answer : (c) Reason : The use of abbreviations and capitals in an Application letter is referred as Mechanics.

Part B : Caselets Caselet 1

Answers will vary. Broadly, the answer must touch upon the following points: 1. In a presentation anecdotes and humor quoatations adds up to grap the audience attention. In the given situation, Tanishqs anecdote was successful because it was humorous. He had chosen the anecdote which is very much related to the main message. As the anecdote presented is an interesting and amusing incident made Tanishq succesful in keeping the audience attetion and interest for the rest of the speech. As such, it made the point without offending anyone. Tanishqs anecdote was catchy and put the audience in a receptive frame of mind. 2. The idea of implementing an employee participation system would certainly make employees apprehensive about the working conditions, if it is not properly conveyed. Tanishq knew that many of the workers were skeptical about the employee participation system. As the employees are hard to get convinced lecturing to them would have only put them on the defensive and strengthened their reservations about the scheme. Answers will vary. Whichever way the speech is developed, it must be logical and persuasive. In the presentation, Tanishq should take the feedback of the employees about the prevailing system and the new proposed system. The speech should focus on the systems pros and cons and make the employees adopt the new system. As he finally had won over the audience and kept their attention until the end of the presentation he should conclude by making a humorous quotation to make the speech memorable.

3.

Caselet 2
4. Answers will vary. The success of a meeting depends on the ability of each individual member of the group. Broadly, the answer must focus on how posture and facial expressions can reinforce or detract from a speakers verbal message, to explain the different impact that Malini and Ramesh had. Answers will vary. As it is a disciplinary meeting, the dress code of the participants should be in formal. Careful planning and leadership make for efficient meetings, but dress styles also plays a vital role in particular for a disciplinary meeting. The dress code is considered as a mandatory requirement in most of the organizations, as it will create a sense of professionalism at the work environment. Broadly, the answer must explain how dress code affects the communication process. The answer should emphasize on the dress norms in a corporate environment.

5.

Caselet 3
6. Answers will vary. In the given situation, Raj is trying to convey a unpleasant message, and it has to be done in a inductive approach. Raj has tried to convince Avinash by his board- room soft skills and finally he has left him with a probable best solution at his desk. Broadly, the answer must focus on Rajs skill in communicating an unpleasant message to Avinash, Avinashs casual, and somewhat impudent behavior, Rajs skill in getting Avinash to see that he may have been in the wrong, and in inviting Avinash to come up with his own solutions to the problem. Answers will vary. The object of the interview was to get Avinash to change his attitude, and the conversation suggests that Raj was quite successful in this attempt. There is no doubt that Avinash is with excellent work history, but his behaviour as team member will make the team weak. Rajs questions in the interview were trying to find out what exactly the problem is. However, Avinashs oral skills need some improvement.

7.

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8.

Answers will vary. The nonverbal cues give insight into the emotional content of the speakers message which must be taken into consideration if the message is to be fully understood. In the interview, both the individuals have putforth to understand one another. Broadly, the answer must focus on how the nonverbal cues reflect the different attitudes of the two speakers.

Part C: Applied Theory

9. Answers will vary. As the message is about the working conditions, an oral message in this situation is recommended. The employees would be apprehensive about the change in the organization. Hence the message should be conveyed orally. As the top management has decided to introduce the new three-shift from the forthcoming Monday, an immediate feedback from the employees is expected. The management can deal with any reservations the employees might have about the new system and can assemble the workers conveniently and at short notice.

10. Answers will vary. Tables are ideal when the audience needs the facts- all the facts- and when the information would be either difficult and clumsy to handle in the main text. When preparing a table, be sure to identify the units you are expresssing. In the given situation, as you are required to present the data relating to various categories of fiction and nonfiction, tables are highly recommeded as a visual aid. As it can candidly present the data in the report. Besides the above, table can be used elaborately to present the complicated information in a condensed manner. It is advisable to break the table into differenet segments and preferably give two or three tables instead of one. The underlying objective is that the table should lend clarity to the reader. Broadly, the answer must explain why a numerical table would be preferable for presenting detailed statistical information of the kind that has been collected and how a more graphic or pictorial format would be better for highlighting key points.

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