DRIVE Summer 2015

PROGRAM- MBADS/ MBAFLEX/ MBAHCSN3/ MBAN2/ PGDBAN2

SEMESTER- 1
MB0039 Business Communication
Qus:1 Irrespective of the setting in which communication takes place, there are some key elements
involved. What are the key elements of communication?

Elements of communication

Answer:
Elements of communication:

The elements involved in communication are:

Sender or encoder This is the person who transmits a message. For example, a manager writing a
letter to a consultant after a meeting or a sales manager making a presentation to the sales team. Here
the manager is the sender

Receiver or decoder The person who notices and decodes, or attaches some meaning to a message.
Decoding may not always be accurate and a wrong meaning may be attached to a message. For
example, a friendly joke might be taken as an offence, or feedback given to a subordinate by a
superior might be taken in the wrong sense.

Message This is any signal that triggers the response of a receiver. Messages may be intentional (as
in the example of the sales presentation by a manager to the sales team) or unintentional (nonverbal
signals such as yawns that convey the message of boredom).

Channel This refers to the medium or the method used to deliver the message. As a business
executive, you will often have a choice of channels. For example, you could communicate with a
customer through a letter, email or telephone.

Feedback Most communication is two-way. Receivers generally respond to messages. For

example, students may ask questions during a lecture session and an employer may tell an employee
that he has to think about his proposal. This response to a senders message is called feedback. This
kind of feedback is oral. Sometimes feedback can also be given in a written form. For example, a
manager can send a written response to a customers letter of complaint.

Context This refers to the setting in which the communication takes place and could sometimes
determine the success or failure of the communication. Context can be classified as follows:
Physical context This refers to the physical surroundings. For example, a work or social
environment, in which the communication takes place. Asking your boss for a promotion might
be received differently, depending on whether the communication takes place in your office, your
boss office, at a company party or over lunch at a restaurant.
Social context This refers to the relationship between the sender and the receiver. Taking the
same example, asking for a promotion is likely to be received differently, depending on how well
you get along with your boss and whether you are personal friends or not.
Chronological context This refers to time related factors that could influence the
communication. For example, is your request made first thing in the morning or at the fag end of
the day? Is it made during or after work hours? Is it made at a time when the company is going
through problems such as a strike in the factory, or major losses?
Cultural context This refers to the similarity of backgrounds between the sender and the
receiver, such as age, language, nationality, religion and gender. These factors could influence the
communication favourably or unfavourably.

Q2. What is the importance of Kinesics and Proxemics in communication? Explain with examples.

Kinesics with example

Proxemics with example

Answer:
Kinesics with example :
Kinesics is the most often studied and important area of non-verbal communication and refers to body
movements of any kind. Different body movements can express inner states of emotion. The different body
movements are:

Facial expressions Facial expressions can convey feelings of surprise, happiness, anger and
sadness. If you meet a long lost friend and say I am very happy to meet you again, but with a sad

facial expression, it conveys the exact opposite meaning.

Eye movements The eye movements such as wide open pupils express feelings of surprise,
excitement or even fear. The importance of eye contact with ones audience was pointed out earlier.
Direct eye contact is an indication of intensity and interest, while lack of it can convey feelings of
nervousness and guilt. As prolonged eye contact can intimidate people, it is not a good idea to stare

at people.
Gestures The gestures such as movement of the hands while giving lecture or presentation
indicates a high level of involvement in what you are saying.

Head movements The head movements like nodding the head can convey interest, appreciation,

agreement or understanding.
Posture . Our posture can indicate our feelings. In formal settings such as job interviews or
classroom settings, it is essential that you maintain an erect posture to convey that you are attentive,
since slouching or a relaxed posture conveys a casual attitude. Movements can express inner states of

emotion. The different body movements are:

Facial expressions Facial expressions can convey feelings of surprise, happiness, anger and
sadness.
Eye movements The eye movements such as wide open pupils express feelings of surprise,
excitement or even fear. The importance of eye contact with ones audience was pointed out earlier.
Gestures The gestures such as movement of the hands while giving lecture or presentation
indicates a high level of involvement in what you are saying.
Head movements The head movements like nodding the head can convey interest, appreciation,
agreement or understanding.
Polemics with example:
Proxemics is derived from the word proximity or closeness and is the communication term for personal

space and distance. The different types of spaces are as follows:

Intimate space Our inner most circles are an intimate space, into which we generally admit only

select people such as family and close friends.

Personal space A personal space might include other friends and colleagues or co-workers.
Social and public space The social and public space includes official or workplace relationships,

where the communication is of a more formal nature.

Fixed space Fixed space means that the physical features of the work environment such as

furniture, room size and seating arrangement are permanent.

Semi-fixed space Semi-fixed space means that certain elements of the environment can be
changed. For example, changing the seating arrangement conveys an impression of informality.

Q3. What are the steps in making oral business presentation?

Answer:

1. Definition of the purpose of the presentation:

Before preparing for the presentation, it is important to be clear on the goal of the presentation. A statement
of purpose, expressing what you want to achieve through the presentation must be framed, so that it
becomes easy to measure whether the goal has been accomplished or not.
2. Development of the key idea:
The key idea of a presentation is a statement that expresses the main message to be conveyed to the
audience. It is different from a statement of purpose, which is generally meant for the presenter.
3. Audience analysis:
Making a good presentation alone is not enough. It also has to be tailored to your listeners in such a way that
they understand and appreciate it.
4. Analysis of yourself as a speaker:
Apart from analysing your audience, you also need to do a self-analysis to determine your own purpose of
making the presentation, your level of knowledge on the subject and your feelings about the subject.

5. Analysis of the circumstances:

This includes taking into consideration any limitations of infrastructure, time and context that might affect
your presentation.
6. Preparation of outline:
Once the initial groundwork is done, you must develop an outline of your presentation. Irrespective of the
nature and purpose of the presentation, a standard format is generally followed.
7. Collection of information and material:
Once the outline of the presentation is developed, you can start gathering the relevant material. This is a time
consuming process and requires a fair amount of research. The information can generally be gathered from
existing sources such as company resource or data, magazines, newspapers and the Internet.
8. Organisation of the body:
The body of the presentation must always be prepared before the introduction. Organising the body consists
in identifying the key points that support your main idea and then selecting an organisational plan to develop
these key points.
9. Planning the introduction:
Since the introduction is where you make the first impression, it must be planned with care. It must take up
between 10 and 15 percent of your total speaking time. At the outset, you need to try and establish your
credibility, by showing that you are qualified to speak on the subject of the presentation.
10. Planning the conclusion:
The conclusion of a presentation must be shorter than the introduction and occupy only 5 percent of the
entire presentation. You must never introduce a new topic in the conclusion. Generally, every conclusion
must have a review and a closing statement.
11. Selection of a delivery style:
Once your presentation is adequately prepared in terms of content, you also need to ensure that it will be
delivered effectively, by selecting an appropriate style of delivery.
Q4. Imagine a new product from kids apparel industry. Write a persuasive letter to customers,
persuading them to buy your companys product.

Choosing the product and describing in letter

Persuading the customer to buy it

Answer:

PERSUASIVE LETTER FOR KIDS APPAREL

Dhariwal Industry

01.05.2015

Gaziabad

Subject: Try our latest range of kid's apparel and give a new look to their lovely kids

Dear

Customer,

I'm sure you've heard of our company, Amber Clothing Exports. We have been listed in numerous business
magazines for our innovation and the quality of the products we sell more than twenty times in the ten years
that we have been in operation.
We currently supply more than 500 stores across Asia with different types of kid's apparel. And while our
business is thriving in our region, we would like to expand our reach to other international markets.
We would like to propose to you that we become one of your suppliers for quality clothing. We offer all types
of apparel for all possible customers from infants, to teenagers, and even adults.
To help you further in making this decision, we will be sending you samples of our products and would like
to request a meeting with you. One of our executive secretaries will get in touch with you within the week so
we can set up a meeting at the time and date of your choice.
We are excited about this possible partnership and look forward to your positive response.
Sincerely,

Amber Clothing Exports

Roorkee, Haridwar
Pin-247667

Persuading the customer to buy it :

If business is slow, slash prices. The reason customers aren't frequenting your store may be because your
competitors are marking down their own products. To fight fire with fire, offer your own sales and
promotions.
Even if demand is low for a product (gift baskets sold any time outside of the holidays don't sell as well, for
example), putting it on sale can get customers to buy a product they may not have considered otherwise.

Package Deal: If you have a specific product that you just can't move off the shelves, consider tying
it to the sale of another product. For instance, if you have trouble selling antibacterial soap, add it as a
giveaway to the purchase of body wash. You can even raise the price for the package deal, making the
package cheaper than buying the two. It's better to sell both at a discounted price than to not sell the
antibacterial soap at all.

Percent Off: If you offer a coupon for 10 or 20 percent off of anything in your store, it encourages
people to buy more. Shoppers have the buy more, save more mentality, so this is a great method to
generate sales.

Q5. You are going to face a job interview for the post of Manager-operations. Which aspects you will
keep in mind while facing the interview?

Aspects to be kept in mind during job interview

Answer:
Aspects to be kept in mind during job interview :

Research the Target Company: To be well prepared is half the victory. Do your homework, e.g. go
to the company's website and read about their vision, mission, strategy, products, finances,
departments, competitive advantages, competitors etc.etc. If the company does not have a web

presence look them up at the library, call the Chambers of Commerce, and find out everything you

can about them.

Prepare
-

Be

your

prepared

to

Introduction
talk

about

any

&
career

Key
changes

points:

you

may

have

had.

- Make a list of your main strengths and the things you are currently working on towards your
professional

growth,

with

examples

of

each.

- Be also prepared to talk about your weaknesses and how you are trying to overcome them.
Good Timekeeping is Essential: Arrive at least 15 minutes early for your appointment. Besides
ensuring
you are not rushed, use this time to learn more about the companys ambience.

Be Open and Honest: When responding to the employer's questions, tell the truth! If you made a
mistake, say it in a positive way, accept responsibility for it, and explain how you have benefited
from the experience & what you have learnt. Do not pretend to be something that you are not, it will
not work!

Take Responsibility: Remember, 50% of the responsibility for the right job match is yours. You
are interviewing the employer just as they are interviewing you. After all if you are selected, you will
be spending at least half of your waking day in this environment. So ensure that this is what you
really want!

Dress for Success: The way you dress makes a statement about yourself. Avoid bright colours and
loud jewellery. Regardless of the job that you are applying for, it is a good idea to wear a neat and
clean suit, even in a casual business environment.

Finish The Interview In Style: The last part of a good interview usually starts with the candidate
asking some smart final questions. For example questions about the more overall strategy of the
company, about what the interviewer considers as being crucial for being successful on the job (if not
covered beforehand), or if clarification is needed about the role and its specifics.

Two More Things Many Candidates Forget About: Firstly, nothing wrong with, if you send to the
interviewers or at least to the principal interviewer a short mail after the interview and thanking
again for the interviews and mentioning that you would be looking forward to receiving their answer.
Secondly, and this is very relevant in case you had not gotten the job, you should contact the company
to ask for a personal and detailed feedback of your interview and about your performance. This is
very helpful in order to improve for the next interview.

Q6. Write short notes on:

a) Skimming
b) Notices
Answer:
a) Meaning and role of skimming:
Let us say that you are a student of management and as suggested by your professor, you need to buy
a reference text book for writing a paper on Investment Management or Quality Management. You go
to a book store and see a rack full of books, with the same title, but different authors. You do not have
time to read the pages before deciding on buying the book. Therefore, you quickly go through the
contents, title page and the blurb. By now, you have decided to buy one book. This type of reading
that you do in the book store is known as skimming. Thus, skimming may be defined as looking
over a text/book quickly, in order to get a general or superficial idea of the content. Skimming is
usually done to grasp main ideas and to review the material by skipping the details.

b) Meaning and role of notices:

Written or formal information, notification, or warning about a fact, required to be made in law or
imparted by an operation of law. A party is deemed to have cognizance of a fact if the party
(1) has actual knowledge of it,
(2) Has received notice of it,
(3) Ought reasonably to know it,
(4) Knows about a related or associated fact, or

(5) Would have known by making reasonable enquiries about it.

Notices are read by a large number of people and can also be used as evidence in court cases. Therefore,
care must be taken when writing them. They have to be worded very precisely and clearly, to make sure
that there is no ambiguity. They must also be brief and to the point. The tone must be firm, but not
offensive and arrogant. Depending on the type of notice, the duration of display of a notice is specified
under various legal provisions.