NAME Pooja DuttROLL NO 1411008323

1 As a speaker you are addressing a group of people. Explain the elements involved in this communication.[Key elements of communication-10]

Answer: The elements involved in communication are: Sender or encoder – The person who starts the communication process is normally

referred to as the sender. He is the person who transmits, spreads, or communicates a message with the purpose of informing, persuading, influencing or changing the attitude, opinion, or behaviour of the receiver.

Receiver or decoder – A receiver is the targeted audience of the message who will receive the message and translate (decode) it to understand the real meaning and sends back the feedback (response) to the sender.

Message – Message is the encoded idea transmitted by the sender making the formulation of the message extremely important, for an incorrect patterning can turn the receiver hostile, making him lose interest altogether.

Channel – Another important element of communication is the medium or channel. A medfium helps the sender to convey the message to the receiver.

Feedback – This is the top circle that connects the receiver in the communication process with the sender, who, in turn, acts as a feedback receiver and, thus gets to know that the communication has been accomplished. For example, a manager can send a written response to a customer’s letter of complaint. At other times, feedback could be non-verbal, as in smiles and nods of appreciation during a talk or presentation. Even failure to respond could be considered as feedback, since it may indicate a lack of interest or indifference to the sender’s message. Due to the element of feedback, people are simultaneously senders and receivers of information in face-to-face communication.

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 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.

2 What is the importance of Kinesics and Proxemics in communication? Explain with examples.[Kinesics with example-5Proxemics with example-5]

Answer: Kinesics is the interpretation of body motion communication such as facial expressions and gestures — that is, nonverbal behaviour related to movement of any part of the body or the body as a whole. 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 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. As prolonged eye contact can intimidate people, it is not a good idea to stare at people. Different cultures perceive eye contact differently. In Asia, Latin America and Africa people avoid direct eye contact to show respect. Arabs use prolonged eye contact to measure trustworthiness.

Gestures – The 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 – The head movements like nodding the head can convey interest, appreciation, agreement or understanding.

Posture – Posture, refers to carriage or attitude. 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. Similarly, crossing your arms and legs can convey that you are defensive and rigid. Uncrossing your arms & legs can indicate that you are willing to listen.

Physical appearance – Our outward appearance, including the way we dress and the jewellery 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 convey that you are a rebel, non-conformist or a very casual person.

ProxemicsProxemics communication is communicating with others by virtue of the relative positioning of your bodies. 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. The different types of spaces are as follows:

Intimate space – Our inner most circle is 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. The intimate and personal spaces involve communication of an informal nature.

Social and public space – The ’social and public space’ 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 the following spaces:

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.

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.

3 How does internal business communication affect the organization? Discuss the role of each stakeholder in this.[Importance of internal business communication-3Stakeholders role-7]

Answer: Business communication is diverse and involves both ‘internal stakeholders’ within the organisation, as well as ‘external stakeholders’ outside the organisation. A manager has to constantly communicate with and maintain good relations with each of these stakeholders or public. This will enable the organisation to achieve its overall goals and project a favourable image. The wheel of business communication reinforces what we discussed in the very first unit – communication is like breathing, it never stops and is a constant process. Managers have to stay in continuous touch with their internal stakeholders like their superiors, peers, subordinates, shareholders, employees and unions. At the same time managers have to communicate with external stakeholders such as customers, intermediaries (distributors and retailers), suppliers of materials and components, government, bankers, society at large and the media. Effective business communication therefore involves both internal as well as external communication.

StakeholdersSuperiorsEvery organisation has a formal reporting system. Superiors are the higher ups in the organisation to whom you report. The frequency of interaction with them will vary, depending on your position and responsibilities, as well as their need for information. As a salesperson, you may have to submit daily or weekly reports of sales progress. As a marketing manager, you may be required to make periodic presentations on marketing strategy for new product launches to the Vice President, Marketing. Occasionally, you may also approach your superiors to communicate your feelings about your job, unsolved problems with co-workers and your suggestions for improvement of the organisation.

PeersPeers are your co-workers, or people at the same level within an organisation. For example, a marketing manager and an HR manager are peers, since they work at the same level within different departments. Communication between peers is essential for functional coordination. An Advertising Manager for example, will need to communicate with the Finance Manager regarding approval of the advertising budget for a new product launch. Information sharing is another reason for communication between peers.

SubordinatesSubordinates are people in the organisation who work below you or report directly to you. For example, as the Marketing Manager, you may have Assistant Managers reporting to you, who in turn may have Marketing Executives reporting to them. The most common reason for communication with subordinates is to convey organisational procedures, policies, targets and goals. Other reasons include performance appraisal and feedback, reward and recognition aspects

and disciplinary issues. Appropriate channels of communication with subordinates may be both oral and written, depending on the situation. Communicating about organisational procedures is best done through written communication. But, performance appraisal and feedback should be done through an oral one-to-one meeting and discussion.

Employees/UnionsEmployees/unions can be quite powerful. Therefore communication with them is essential. The reasons for communication include welfare aspects, disciplinary aspects and terms of employment. All these should be clearly spelt out and kept on record. Hence written channels such as written contracts are the most appropriate channels.

ShareholdersShareholders are very important internal stakeholders, since they are the owners of the company. Therefore, it is essential to be completely transparent with shareholders and to keep them informed of all developments in the company. It is essential to communicate with shareholders to keeping them informed about the following:

company’s progress on different fronts Development programmes New projects undertaken by the company New capital issues Any major problems faced by the company The steps being taken to tackle the major problems

4 Imagine a new product from food industry. Write a persuasive letter to customers, persuading them to buy your company’s product.[Choosing the product and describing in letter-5Persuading the customer to buy it-5]

Answer: We are choosing “Tasty” Chocolates as our product to be launched. The letter is as follows:

28th January, 2014

Dear Customers,

We are hereby announcing the launch of our new product in chocolate range i.e. “Tasty” Chocolate. This product can be enjoyed by both vegetarians as well as non-vegetarians. Price is kept quite reasonable. This product is full of protein and carbohydrates so it is healthy enough. We hereby mention some good qualities of our product so it will be easier for you to know about our product:

Chocolate decreases stroke risk Chocolate reduces the likelihood of a heart attack Chocolate protects against blood inflammation Chocolate may prevent cancer Chocolate is good for your skin Chocolate can control coughs Chocolate improves blood flow Chocolate strengthens your brain Chocolate makes you live longer

As there are various benefits associated with our product so now you will definitely buy and test our tasty chocolate. We hope you will like it for sure. Your suggestions and feedback are always welcome.

Sincerely,National Sales ManagerXYZ Chocolate Company

5 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-10]

Answer: Once you have gone through the preparation stage, you are ready to face the actual interview. This is the most important stage of the job application process, during which attention should be paid to the following aspects:

Opening formalities – Since it is important to create a good first impression, the way you greet and introduce yourself is important. Using the name of the interviewer correctly, giving a firm handshake, waiting till you are asked to be seated and sitting with an erect posture are common courtesies that should be observed to project a good image.

Non-verbal communication – It was emphasised that in face-to-face communication, non-verbal cues can enhance communication and convey a positive message. Apart from a firm handshake and erect posture, your non-verbal behaviour should indicate that you are confident and attentive to what the interviewer is saying. Direct eye contact, facial gestures and nodding to show that you are listening are all important aspects of non-verbal communication that should be observed during the interview.

Group interviews – A group interview is one where a panel of interviewers interview a single applicant. The group may comprise people from different functional areas in the organisation, such as HR, Marketing and Finance. When asked a question by one of the group members, it is common courtesy to make eye contact with and address your responses to all the interviewers.

Two-way interview – Although the applicant’s task is primarily to listen and the interviewer’s job is primarily to ask questions, it is in the hands of the applicant to make the communication a two-way process. Apart from answering questions, the interviewee should show interest in the job and the company by asking relevant questions, wherever possible.

Honesty and humility – It is important to be honest and to avoid giving vague answers or beating around the bush, if you do not know the answer to a particular question. Employers appreciate honesty, rather than over-smart answers. Humility is equally important. For example, when asked about your weaknesses, do not state that you have no weaknesses. Another point to remember is to avoid exaggeration. For example, if you are being interviewed by a top executive of the company, do not suggest that you can turn the company around.

Positive answers – Do not speak ill of your previous employers. If asked about your previous experiences, you may give honest feedback, but you should do so tactfully. Your answers should always end on a positive note.

Salary discussion – Any discussion on salary should be initiated by the interviewer and not by the interviewee, especially during the initial interview. When asked about your salary expectations, you should indicate a range, rather than a specific figure. Therefore, you should have found out the general salary range for candidates with your qualifications and

experience, before the interview. Only then can you give a reasonable response to the question. You also need to assess your own experience, qualifications and whether you have other job offers, before responding to a question on salary expectations.

Closing the interview – How you close the interview is as important as how you open it. Normally, the interviewer gives a signal when the interview is over, either through body language, or by making a comment on the next step for action. At this point, you must thank the interviewer, give another firm handshake and say that you look forward to hearing from the company soon.

6 Write short notes on:a) SQ3R technique of readingb) Circulars[a) meaning and benefits of SQ3R-5b) Meaning and role of Circulars-5]

Answer: a) Experts recommend this technique for reading to learn, retain and recall. It helps you to get an in depth understanding of the textual material. The method involves five simple steps; Survey, Question, Read, Recall and Review.

1. Survey – Survey refers to a quick glance through the title page, preface and chapter headings of a text. By surveying, you will be able to gauge the main ideas of the text. Besides, the author’s name, date, place of publication and title page can give you an idea of the general subject area. The table of contents, preface or foreword in a book would give you an idea of the themes and how they are organised. A survey of the index or bibliography tells you immediately whether the book contains what you need.2. Question – The second step in the SQ3R technique of reading is ’question’. A survey of the text will surely raise a few questions in your mind regarding the text. Some of the questions could be:

Is the book useful or relevant to my study? Does it provide some guidelines/information on the subject at hand?

However, as you go through the individual chapters, you might have specific questions regarding the topic.3. Reading – After surveying and questioning, you begin the actual reading. You need to develop a critical approach to reading anything for that matter. Read the text over and over again, each time with a different question and a different purpose in mind. "I read it once and understand everything" kind of attitude is nothing but a myth. Hence, while reading for the first time, you must just focus on the main points or ideas and supporting details. Make a note of the important points that you have read.4. Recall – Recalling or reciting follows reading level. In this level, the reader recalls or recites the content after reading some portion of text. This is done by checking and amending notes. This is done because every reading exercise increases your background knowledge and you must be able to connect the information gained with the existing knowledge. Thus, recalling whatever you have read enables you to connect and relate the content with the previous and future learning of the subject

b) Circulars are announcements that are distributed to small or selective groups of people within the organization. A Circular is also a written formal document, used from inter departmental, or inter organizational communication. It serves the same purpose as the notice and may be written for the same reason. The only difference in the Circular and Notice is that the Notice is displayed at one place, whereas the Circular is widely circulated among the members concerned. Usually, the

signature of the reader is taken on the Circular, to ensure that the information has been transmitted.

The common purposes of using a notice in business communication are to: Invite for a meeting Inform a new rule/regulation to be initiated or formulated Inform about an event to be held Inform the deadline for submitting any paperwork

A notice is therefore a legal document that has to be put up on an official notice or bulletin board.