mb0039 business communication set 1 & 2
TRANSCRIPT
MB0039 - Business Communication
Master of Business Administration – Semester I
MB0039 - Business Communication (4 credits)
Assignment - Set 1
Marks 60
Note: Each Question carries 10 marks each
Q1. Briefly describe any situation in your own experience where the communication
failed because the non-verbal behavior sent a negative message. Which aspect of non-
verbal communication contributed to the failure? How would you correct this?
Ans. Situation where Communication was a failure to me: As an Associate Manager, I was a
sender for a communication and intended to be received by my executives. I have sent the
following communication to my executives through a notice and displayed on the notice
board: “Coming Second Saturday to complete our targets for the month a review meeting is
arranged and all should attend. If any executive is not able to attend should find out the
contents of the meeting from their peers without fail”. But my communication went wrong
and out of 10 executives, only three executives have attended at 4.00 PM who checked-in
with me the time of the meeting. Following were the barriers of communication which stood
in the way of my communication: The “Channel” I have chosen communication by
“Receivers” did not ensure the receipt of the The communication lacked the “Chronological
context” The second Saturday being a non working day. The communication has created a
“Psychological noise” by not mentioning correct time of the meeting and confusion has been
created. The “social context” also is one of the cause for the failure of the communication as I
have not taken all my executives into confident by giving any advance information or a
intention of the meeting earlier.
Lessons learnt in order to overcome these barriers of communication: My communication
was unclear by not giving exact time of meeting. The media I have used is the placing the
notice on the notice board, instead had I circulated to all the receivers and obtained their
signatures by asking their availability or feedback my communication would not have failed.
I have chosen a wrong day a holiday though the task was a routine one. I could have
maintained good relations with my executives for success of my communication.
Overcome the communication barriers
When you send a message, you intend to communicate meaning, but the message itself
doesn’t contain meaning. The meaning exists in your mind and in the mind of your receiver.
To understand one another, you and your receiver must share similar meanings for words,
gestures, tone of voice, and other symbols.
1. Differences in perception : The world constantly bombards us with information: sights,
sounds, scents, and so on. Our minds organize this stream of sensation into a mental map that
represents our perception or reality. In no case is the perception of a certain person the same
as the world itself, and no two maps are identical. As you view the world, your mind absorbs
your experiences in a unique and personal way. Because your perceptions are unique, the
ideas you want to express differ from other people’s Even when two people have experienced
the same event, their mental images of that event will not be identical. As senders, we choose
the details that seem important and focus our attention on the most relevant and general, a
process known as selective perception. As receivers, we try to fit new details into our existing
pattern. If a detail doesn’t quite fit, we are inclined to distort the information rather than
rearrange the pattern.
2. Incorrect filtering: Filtering is screening out before a message is passed on to someone
else. In business, thefilters between you and your receiver are many; secretaries, assistants,
receptionists, answering machines, etc. Those same gatekeepers may also ‘translate’ your
receiver’s ideas and responses before passing them on to you. To overcome filtering barriers,
try to establish more than one communication channel, eliminate as many intermediaries as
possible, and decrease distortion by condensing message information to the bare essentials.
3. Language problems : When you choose the words for your message, you signal that you
are a member of a particular culture or subculture and that you know the code. The nature of
your code imposes its own barriers on your message. Barriers also exist because words can be
interpreted in more than one way. Language is an arbitrary code that depends on shared
definitions, but there’s a limit to how completely any of us share the same meaning for a
given word. To overcome language barriers, use the most specific and accurate words
possible. Always try to use words your audience will understand. Increase the accuracy of
your messages by using language that describes rather than evaluates and by presenting
observable facts, events, and circumstances.
4. Poor listening : Perhaps the most common barrier to reception is simply a lack of attention
on the receiver’s part. We all let our minds wander now and then, regardless of how hard we
try to concentrate. People are essentially likely to drift off when they are forced to listen to
information that is difficult to understand or that has little direct bearing on their own lives.
Too few of us simply do not listen well! To overcome barriers, paraphrase what you have
understood, try to view the situation through the eyes of other speakers and resist jumping to
conclusions. Clarify meaning by asking non-threatening questions, and listen without
interrupting.
5. Differing emotional states : Every message contains both a content meaning, which deals
with the subject of the message, and a relationship meaning, which suggests the nature of the
interaction between sender and receiver. Communication can break down when the receiver
reacts negatively to either of these meanings. You may have to deal with people when they
are upset or when you are. An upset person tends to ignore or distort what the other person is
saying and is often unable to present feelings and ideas effectively. This is not to say that you
should avoid all communication when you are emotionally involved, but you should be alert
to the greater potential for misunderstanding that accompanies aroused emotions.
To overcome emotional barriers, be aware of the feelings that arise in your self and in others
as you communicate, and attempt to control them. Most important, be alert to the greater
potential for misunderstanding that accompanies emotional messages.
6. Differing backgrounds : Differences in background can be one of the hardest
communication barriers to overcome. Age, education, gender, social status, economic
position, cultural background, temperament, health, beauty, popularity, religion, political
belief, even a passing mood can all separate one person from another and make
understanding difficult. To overcome the barriers associated with differing backgrounds,
avoid projecting your own background or culture onto others. Clarify your own and
understand the background of others, spheres of knowledge, personalities and perceptions
and don’t assume that certain behaviors mean the same thing to everyone..
Q2. What are the biggest barriers that prevent you from listening effectively? Explain
how you could overcome these barriers.
Ans:- 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 communication.
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
around 125 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.
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 that listeners have no role to play. 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 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
monopolize 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 there 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 skills is an important barrier to listening, especially in the Indian context. Lee
Iacocca, former 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
people have the habit of “faking” attention or trying to look like a listener, in order to impress
the speaker andto assure 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.
Strategies for Effective Listening: Although a number of barriers stand in the way of
effective listening, these can be overcome through conscious efforts, training and practice.
Some of the suggested methods are discussed in detail below –
1. Create a Conducive Environment – To an extent, you can try to control the environment
in which communication takes place, so that listening can take place without any distractions.
Ensuring a proper sound system and acoustics so that the speaker is audible, avoiding places
with high levels of activity, loud noises from the outside environment and poor air
conditioning systems, shutting off mobile phones and telephones, are some of the ways in
which you can overcome some of the physical barriers to listening.
2. Select Face-to-face Channels – Listening is less accurate in the absence of face-to-face
communication. For example, listening to and understanding ideas correctly over the
telephone are much harder than through a face-to-face meeting. Take the case of calling a
restaurant and placing orders over the telephone for home delivery of a meal. The chances are
that your orders may not be understood correctly. Therefore, as far as possible, arrange face-
to-face contact to ensure more accurate listening.
3. Be Open-minded and Avoid Distractions – Listening is an exhausting activity which
requires the right attitude and mindset. You have to focus your attention completely on what
the speaker is saying, without letting your mind wander. This kind of concentration can be
developed through various techniques and through constant practice. In addition, it is also
important to rid yourself of the notion that you have nothing new to learn from the other
person. Even if it is a subject about which you may be knowledgeable, the speaker may offer
a different perspective or point of view. Therefore it is important to listen actively.
4. Use Non-verbal Cues to Indicate Active Listening – It is important to communicate to
the speaker that you are listening actively to what he is saying. This can be done even without
verbal communication. All the different aspects of non-verbal communication discussed
earlier should be used for maximum effect. For example, maintaining steady eye contact with
the speaker, sitting up with an erect posture, nodding now and then to show appreciation and
understanding and appropriate facial expressions are some of the ways in which your non-
verbal communication can indicate that you are involved in what the speaker is saying.
5. Use Verbal Communication to Indicate Active Listening – While nonverbal behavior
by itself can communicate that you are an active listener, it is also important to engage in
verbal communication with the speaker. Silence is often interpreted as lack of understanding
or attention. You need to seek clarifications, give feedback and suggestions, or just
paraphrase in your own words what the speaker has said, in order to convey that you have
understood his message.
6. Listen First Before Responding – Always let yourself finish listening before you begin to
speak. Avoid the tendency to formulate your own response, even before you have listened
completely to the speaker’s words. If you are too busy thinking about what to say next, you
may miss the main point that the speaker is trying to make. This also gives the speaker the
impression that you are preoccupied or rude.
7. Use the Speaker-listener Gap constructively – It was pointed out earlier that listeners
have the ability to absorb information faster than speakers’ rate of speech. This spare time
available to listeners is often misused by letting the mind wander and is one of the
physiological barriers to listening.
One way of overcoming this barrier is to try to use this spare time to note down what the
speaker has said, review what has been said so far and anticipate what he may say next.
Thinking ahead of the speaker and trying to guess where his talk is leading is a good strategy
for effective listening. This is not easy, but can be learnt through proper training.
8. Focus on the Verbal and Non-verbal Message – Listening involves not only hearing and
understanding the meaning behind the words, but also being alert to the non-verbal behavior
of the speaker. The importance of non-verbal cues has been emphasized throughout this
book. It is important to watch for any positive or negative messages that may be conveyed
through the speaker’s tone of voice, facial expressions, gestures and outward appearance.
9. Focus on the Content, rather than the Delivery – In order to grasp the true meaning of
what the speaker is saying, it is important to concentrate on the content of the message, rather
than on how the message is delivered.
For example, looking at the power point slides during a speaker’s presentation may distract
your attention from the main point that he is trying to convey. Similarly, being over critical of
the speaker’s accent or mannerisms may make you miss the essence of the message.
10. Ask Questions of Yourself and Make Notes – In order to engage in active listening, you
also need to ask certain questions to yourself while listening. For example, “What is the key
idea that the speaker is trying to convey?”, “How does this fit in with I already know on the
subject?” or “How is this presentation organized?”, are some possible questions that you
could jot down along with the answers.
Q3. List and briefly describe the five most important guidelines, in your opinion, to be
followed when making oral business presentations.
Ans:- Some basic rules need to be followed when using them –
1. Use Visual Aids only if they Add Value – Make sure that you have a reason to use a
visual, rather than using it for its own sake. If your ideas are better explained through
words, avoid the visual, since this will only distract the attention of the audience.
2. Match your Visuals with the Level of the Audience – Your visual aids should be
made more or less sophisticated, depending on your audience. For example, if you are
making a presentation to top management, the graphics should be extremely polished.
For less formal presentations, simple graphics created on your own computer or
laptop should be sufficient.
3. Make the Visuals Clear and Large enough – Avoid creating visuals that are so
small that that they have to be described. It is better to use no visual support, than to
use visuals that cannot be seen.
4. Make the Visuals Simple – When creating visuals, avoid making them too intricate
and detailed, so that the audience can understand them without difficulty.
5. Avoid Too Much Text with Visuals – Visuals should have short captions, using only
key words and simple typefaces, so that attention is drawn to the visual alone. For the
sake of easy identification, make sure that each visual is given an appropriate caption
and is numbered.
Q4. You are a management trainee reporting to the Marketing Manager of an
organization. You have been asked to go through business publications and summarize
articles related to Branding. Explain the purpose of reading in this case and the type of
reading that you will be required to do. (10 marks).
Ans: - As I asked to read business publication and summarizes only about branding then I
need to go through very Intensive reading.
Purpose: Here my reading purpose is to get an indepth understanding of the Matter and find
branding of the business , and I need to understand whole matter because Branding is
certainly not a light topic – whole publications & hundreds of books have been written on the
topic, however to put it in a nutshell you could describe a ‘brand’ as an organisation, service
or product with a ‘personality’ that is shaped by the perceptions of the audience. On that note,
it should also be stated that a designer cannot “make” a brand – only the audience can do this.
A designer forms the foundation of the brand.
Many people believe a brand only consists of a few elements – some colours, some fonts, a
logo, a slogan and maybe some music added in too. In reality, it is much more complicated
than that. You might say that a brand is a ‘corporate image’.
The fundamental idea and core concept behind having a ‘corporate image’ is that everything
a company does, everything it owns and everything it produces should reflect the values and
aims of the business as a whole.
It is the consistency of this core idea that makes up the company, driving it, showing what it
stands for, what it believes in and why they exist. It is not purely some colours, some
typefaces, a logo and a slogan.
As an example, let’s look at the well known IT company, Apple. Apple as a company,
projects a humanistic corporate culture and a strong corporate ethic, one which is
characterised by volunteerism, support of good causes & involvement in the community.
These values of the business are evident throughout everything they do, from their innovative
products and advertising, right through to their customer service. Apple is an emotionally
humanist brand that really connects with people – when people buy or use their products or
services; they feel part of the brand, like a tribe even. It is this emotional connection that
creates their brand – not purely their products and a bite sized logo.
Critical to effective brand management is the clear definition of the brand's audience and the
objectives that the brand needs to achieve.
What are the objectives that you hope to achieve with your brand?
Your brand should be comprised of the company personality, image, core competencies and
characteristics. The impressions that you make as well as the words people will use to
describe your company to others, are the basic framework of your brand.
With a strong brand you build credibility, have more influence on your market, and motivate
customers and clients to purchase from you.If done correctly your company will be looked at
as a leader not a follower.
To determine your brand objectives ask yourself the following question:
What is it that you want your brand to do for your company?
What do you want others to know and say about your products or services?
Sample objectives may include:
Being recognized by receiving a specific award
Picking up a certain number of choice projects
Gaining a specific number of new clients in the next year
Positioning your company as an industry leader in the next five months
You will find that by defining your objectives with specifictimelinesit is easier to develop a
plan of action to achieve those objectives. By defining your objectives you are able to map
out a plan on how to achieve those objectives. Say for example your objective is to position
your company as an industry leader. How can you go about doing this? You could:
Have members of your team speak at Trade Shows
Schedule lectures at professional group gatherings within your industry
Write and publish articles in newspapers, magazines, or online media
Once you've determined your objectives the next step is to build and develop your brand
strategy by listing out how, when, and what you are going to do to accomplish and meet your
those brand objectives.
Use the questions above to determine your brand objectives. List each objective and map out
how you plan to accomplish and succeed in meeting those objectives. Don't stop there! Once
you've finished take time to list out what you can do in the this month or this quarter to meet
that objective. Be specific and schedule those action items in your business calendar.
Q5. In your opinion, what are the five most common mistakes made during business
meetings. Justify your answer. (10 marks)
Ans: Common Mistakes made at Meetings
Since meetings are prone to so much inefficiency, it would be relevant to round off this unit
with a list of common mistakes to avoid, both from a chairperson’s as well as a participant’s
perspective.
1. Lack of Structure – Meetings should be structured in terms of an agenda being sent to
participants in advance, the discussion being initiated by a specific person and the
chairperson ensuring that different points of view emerge. A loosely structured meeting will
not be successful.
2. No Goals or Agenda – It was pointed out earlier that a meeting without an agenda lacks
direction.
3. No Pre-meeting Orientation – This is the job of the chairperson. Members must be
briefed on how to prepare for the meeting.
4. Inadequate Preparation – This is a mistake made by members who attend the meeting
without preparation.
5. Not Focusing on the Subject – This is a common mistake made by participants who
discuss matters that are not relevant to the meeting.
6. Meetings that are too long – The chairperson must try to avoid this, by ensuring
adherence to the time limit.
7. Disorganized Meetings – Again, this is the chairperson’s responsibility to see that the
meeting is well organized.
8. Inconclusive Meetings – The chairperson must hear out all the points of view and then
arrive at a decision.
9. Ineffective Leadership – This is the fault of the chairperson, if or she he fails to give
direction to the meeting..
10. Time Wasted – Participants may engage in unrelated discussions and the Chairperson
may be inefficient at managing time.
11. Dominating the Discussion – A few members may speak all the time, while others
remain silent.
12. No Follow-up Action – The meeting may proceed satisfactorily, but nothing is done after
the meeting either by the chairperson or the participants, to ensure that the meeting goals are
accomplished.
Q6. Select any article from a business publication and prepare a summary of it in one
fourth its size.. Write this in the form of a one page memo, addressed to your professor.
Attach the original article with your assignment.(10 marks).
Ans:-
Article:
World Markets Rise As Double-Dip Fears Ease: World stock markets advanced modestly
Monday as investors rode momentum from Friday, when an upbeat U.S. jobs report eased
fears that the global economy could slip back into recession. With Wall Street closed for a
holiday, however, trading was expected to remain light. Markets took heart after official data
last week showed private employers in the U.S. added 67,000 jobs in August, more than
analysts expected.
The figure bolstered optimism that the U.S. will maintain a slow but steady recovery from
last year's recession and avoid another economic contraction later this year.
By mid-afternoon in Europe, Britain's FTSE 100 index was up 0.3 percent at 5,446.17,
Germany's DAX was 0.3 percent higher at 6,153.31 and France's CAC-40 was up 0.3 percent
at 3,684.20. Asian indexes closed higher and trading on Wall Street was to remain shut for
Labor Day weekend after closing higher on Friday.
With most major governments reining in economic stimulus measures and many pushing
through austerity spending cuts to reduce deficits, investors worry the global economy would
be pushed into a double dip recession, particularly as the U.S. slows down quickly.
Because the U.S. economy is the world's largest and consumer spending there accounts for a
fifth of global economic activity, the stronger-than-expected jobs data on Friday helped calm
investors' frayed nerves after weeks of worrying indicators.
"The renewed flight to safety we have witnessed over the past month is overdone and risks an
equally large reversal when the worries over a double dip subside," analysts from Rabobank
said in a report.
"As the unexciting, steady and below-trend global recovery continues, it's important not to
confuse it with a double dip recession."
Japan's benchmark Nikkei 225 stock index climbed 2.1 percent, or 187.19, to 9,301.32 and
South Korea's Kospi rose 0.7 percent to 1,792.42.
Hong Kong's Hang Seng index added 1.8 percent to 21,355.77. Australia's S&P/ASX 200
gained 0.8 percent at 4,575.50. Markets in mainland China, Taiwan, India, Indonesia and
Singapore were also higher.
The Dow Jones industrial average jumped 1.2 percent to close at 10,447.93 on Friday. The
broader Standard & Poor's 500 Index rose 1.3 percent to 1,104.51.
Shares in the U.S. ended the week in the positive, the first time that has happened in a month.
The early gains in September mark a stark turnaround from August trade, when shares fell on
doubts about the global economic recovery.
The dollar fell to 84.24 yen from 84.27 yen on Friday. The euro was slightly lower at $1.2880
from $1.2895.
Benchmark oil for October delivery was down 40 cents at $74.20 a barrel in electronic
trading on the New York Mercantile Exchange. The contract fell 42 cents to settle at $74.60
on Friday.
Jargon refers to technical terms or specialized vocabulary. Some of the technical terms
mentioned above are “rode momentum, Kospi, FTSE, CAC, DAX, calm investors' frayed
nerves, etc.” More complex words and phrases are written in the above article and this
reduces the level of readability when read by a common man. The above article is well
written, however, the reader of the article should have a certain amount of knowledge in the
field of stock trading and world financial markets.
Memo:
TO : The Prof. R. K.Singh
FROM : Rajesh
DATE : Feb 16th, 2011
SUBJECT : World Markets Rise As Double-Dip Fears Ease.
As discussed during our last meeting, I have summarized a recent article on the Article
“World Markets Rise As Double-Dip Fears Ease”, for your review.
World Markets Rise As Double-Dip Fears Ease:
Master of Business Administration – Semester I
MB0039 - Business Communication (4 credits)
Assignment - Set 2
Marks 60
Note: Each Question carries 10 marks each
Q1. You are the Marketing Manager of a consumer durables company, manufacturing
washing machines. Write a routine adjustment letter to a customer in response to his
routine claim letter requesting replacement of a defective product (10 marks)
Ans:
TO: Dt: 16-08-11
Mr. Smith,6/1 Benson Cross Rd.Bangalore - 560 046
Dear Mr. Smith,
We have your letter /email of August 14th in regard to the damaged washing machine. We are very sorry indeed that it was damaged, evidently through improper packaging and/or handling.
We'll be glad to make a reasonable allowance to cover the cost of repairs, or if you do not think the washing machine can be repaired, you may return it to us at our expense and we will give your account credit for it. We will send you a new one in exchange if you desire.
We hope this settles the issue to your satisfaction.
Always in your service,
Wasim Khan
Marketing Manager
Whirlpool
Q2. Write a one page press release, highlighting the launch of an innovative new
product by your organization. (10 marks).
Ans:
FOR IMMEDIATE RELEASE
Contact : Patricia Wells Magic Moments
DY & R Public Relations Mumbai, 560 046
(080) 2521 2777 Extn. 309
NEWS RELEASE
MAGIC MOMENTS GIFT GALLERY
COMING TO BANGALORE
Mumbai, March 2008. A Mumbai based retail chain that specializes in greeting
cards, music, stationery and gift items, plans to enter Karnataka this summer, with at
least ten stores, a majority of them being located in Bangalore city.
Mr. Stanley Pinto, owner and president of Magic Moments Gift Gallery, announced
this week that potential franchisees are looking at three sites in the North Bangalore
area. Two other stores are expected to open in Mysore and Mangalore.
“What we have done is to take four businesses that are traditionally found in separate
store settings and to combine them under one roof”, says Pinto. He is of the opinion
that the stores will attract heavy traffic, since customers find one-stop shopping very
convenient.
Magic Moments specializes in 1) Greeting cards for all occasions and festivals; 2)
Music audio cassettes and CD’s of all types of music, including Indian and Western
classical, rock, pop and jazz; 3) Stationery, including hand-made paper, wrapping
paper, note books and note pads; and 4) Gift items such as curios, wall hangings,
costume jewelry and scented candles.
The press release shown above includes the following important components –
Name and telephone number of the person who can answer questions, on the top left
corner.
Date, venue and summary of the most important information in the opening
paragraph.
An emphasis on reader benefits, namely shopping under one roof.
Important information placed in the beginning of the article.
Q3. List and briefly explain ten guidelines for writing effective business reports. (10
marks).
Answer:
Business report is to provide information on business research and analysis as well as related
issues. A professional report is another form of business communication used by the
marketer. In this report, marketer provides plans, growth strategies, goals and mission of the
business. This report gives an analytical perspective of the business related issues. It contains
the information and data related to the business issues. Marketer should be able to present his
ideas in the report precisely and lucidly. There are few essential points that an entrepreneur
should keep in mind while writing effective reports.
Producing clear, effective and professional written communications is one of the ways to
differentiate the best organisations from the rest. It's also key for getting buy-in from the
business and to get your ideas across effectively.
Writing effective business reports should follows the following guidelines:
1. Know what you’re trying to achieve It’s crucial you know what your aim is. There
will be times when you’re simply giving information, but often you’ll be seeking to
influence and persuade – to get the recipient to take some kind of action. Being as
clear as possible about what your goal is will allow you to formulate key messages
that achieve it.
2. Consider your recipient/s What do they know already about your subject – and what
do they want to know? What are their concerns? What’s their attitude? Do they want
lots of detail or just an overview? What will they be doing with the information you
provide?
3. Keep it simple – less is more People are busy and don’t have time to read long
documents. Getting your point across concisely increases the chances of them reading
what you have to say and acting upon it.
4. Have a logical structure Make what you’re writing is easy to follow by structuring it
well. Have one point flow naturally into the next. Spend time planning your structure
when you start and you’ll save time at the writing stage – and the result will be better.
5. Break it up Use paragraphs, sub-headings and bullets to break up your writing. Large
slabs of text rarely get read thoroughly because they look impenetrable and
uninviting.
6. Get the tone right There are three Fs when it comes to tone: Formal, Friendly and
Familiar. Reports tend to be Formal while emails are often Friendly. Use a Familiar
tone only with friends or colleagues you know really well – it’s rarely appropriate for
business communications.
7. Make it easy to read Write in Plain English. Avoid long, complicated sentences. Go
for an average length of 17 words – with some much shorter. Use simple words and
phrases (‘use’ rather than ‘employ’, ‘now’ rather than ‘in the present situation’).
8. Use compelling language Use ‘Power Talk’ (“I’m confident you’ll find our proposal
of interest”) not ‘Wimp Talk” (“I hope you’ll find our proposal of interest”). Put your
main point at the end of the sentence where it will have the most impact. Writing with
conviction and certainty will enhance your credibility and make the recipient feel
confident about what you have to say.
9. Get your spelling and grammar right People who care about such things care a lot.
If you make mistakes in your spelling and grammar – such as using ‘they’re’ instead
of ‘their’ or ‘less’ when it should be ‘fewer’ – they’ll start to doubt the content of your
communication as well.
10. Do a final, careful check Proofread thoroughly. Print the document out – it’s easy to
miss things when doing a final check on screen. Read everything twice: once for
meaning, once looking for errors. Get someone else to read important documents as
well. They’ll spot things you missed.
Q4. You have just completed your MBA from SMU. Write a job application letter in
response to an appointment advertisement for a position in your area of specialization,
addressed to the HR Manager of the organization. (10 marks).
Ans:
The HR Manager
East West Infotainment
Bidadi Industrial Area
Bangalore 560 035
April 8, 2008
Dear HR Manager,
Sub : Application for the position of Assistant HR Manager
I am writing in response to the advertisement that you placed in Times of India. I would like
to apply for the position of Assistant HR Manager. I was very excited when I saw the
advertisement in the Times of India Ascent, dated April 5th, 2008, for the position of
Assistant HR Manager.
I believe that my qualifications and experience will match the needs of the above position. I
have recently completed my MBA from Sikkim Manipal University via distance education,
with specialization in Human Resources. My final MBA project was on “HR Recruiting
Policies” in Ampersand Information Systems, Bangalore. In addition, I have also worked on a
part-time basis with an IT recruitment firm in Bangalore, for around six months.
I am enclosing my resume, along with an executive summary of my project report, for your
review. I request you to give me the opportunity of an interview with you at your earliest
convenience.
Thanking you,
Sincerely,
Wasim Khan
Enclosures (2)
Q 5. What is a case-based group discussion? What are some of the skills required to
participate in a case-based GD? ( 10 marks).
Ans: Case-based GD – This type of GD is more structured and the direction of the
discussion is almost pre-determined by the identified problem. Unlike topic-based GD’s,
these GD’s essentially move towards a solution. They require less regulation of the
discussion by the moderator, since there is less scope for deviating from the topic, compared
to the topic-based GD’s.
While discussing the case-based GD’s, you will be required to assume the role of the person
in the case who needs to take a decision. In a topic-based GD, you present your own views
and opinions, without assuming the role of anybody else.
A case usually has a problem, which requires a solution or decision to be taken. Your
approach to taking the decision and your interaction with the other members of the group in
the process of taking the decision, will be evaluated by the moderator. Sometimes, the
moderator might ask you to write a summary of the case discussion at the end.
Skills required for a Group Discussion
There are certain specific parameters on which the participants of a GD are evaluated by the
moderator. They are:
1. Content
2. Communication
3. Group Behavior
4. Leadership skills
1. Content: You will be tested for what you have to say about the topic. The moderator
will test how well-versed you are with the selected topic, the extent of your knowledge and
your general awareness. So content becomes an important aspect of the evaluation process. It
is very important for you to clearly display your understanding of all the issues related to the
topic.
In a GD, the group should gain from its interaction with you, because of what you have to
contribute. You should take every opportunity to exhibit your knowledge of the topic in a
GD. However, you should limit your ideas to the topic under discussion and not go
overboard, just to show that you are well read.
2. Communication: This refers to how you say something, which is as important as what
you say. There are three aspects to communication –
i) Convey what you want to say correctly – Very often, the listener interprets the message
differently from what we intended to convey. This suggests that we have not put across our
ideas properly and correctly. One of the skills required in a GD is to ensure that there are no
such gaps during communication and to convey the message clearly, so that it is understood
in the way in which it is intended.
ii) Listen – This is as important in a GD as speaking. A GD does not mean that you have to
master the skills of speaking alone. It is as much about listening to others’ ideas, as about
telling them your ideas. You have to make sure that you focus your attention on what other
group members are saying, instead of concentrating only on speaking.
iii) Pay attention to language – Correct use of language is another important aspect of
communication. This does not mean using flowery language just to impress. It means using
words in the right context. A GD should not be a forum to show off your language or
vocabulary skills. Simple English should be used, avoiding complex words and long winded
sentences.
3. Group Behavior: This is the third parameter on which you are evaluated in a Group
Discussion. How each participant interacts with the other members of the group is very
important. Even in a real life situation in an organization, all interaction is between superiors,
peers and subordinates. You should listen to and understand the views expressed by the other
group members, integrate them with your ideas and help arrive at a consensus in the
discussion. There is also a certain etiquette, or code of conduct to be observed during a GD.
Shouting or interrupting to gain attention, or making rude remarks about others’ contributions
are to be avoided and will only disqualify your chances of success.
4. Leadership Skills: Participants with leadership skills will be easily noticed. Leadership
means showing direction to the group. It means displaying your knowledge,
communicating effectively and behaving maturely with your group members. What is
required of you is an objective and balanced approach. You have to keep in mind that you are
not participating in the GD to make any policy decisions, or to convince all your fellow group
members that your point of view is the only one that they should follow.
Q 6. Write your resume with a specific career objective, including all the other standard
components. (10 marks).
Ans.
CURRICULUM - VITAE
MD WASIM AHMAD KHAN
NEW DELHI-110025
CONTACT NO. 9310010217
E-mail: [email protected]
OBJECTIVES: Looking forward for a challenging career where I can have the opportunity
to shoulder a wider set of responsibilities.
TOTAL WORK EXPERIENCE: I have more than 5 years working experience.
CURRENT WORKING DETAIL: Presently working with ILD Group of Companies,
Barakhamba Road, New Delhi since 02nd January 2007. The Company has been involved in
diversified activities and in Real Estate, currently implementing residential and commercial
projects in Delhi and NCR.
WORKING PROFILE:
Working of TDS and statuary returns.
Working of Tax and statuary returns.
Working of WCT and statuary returns.
Reconciliation of debtors & creditors Accounts.
Maintaining of Books of Account.
Preparation Bank Reconciliation Statement.
Verification of Project &, Administive Expenses.
Coordination with CRM for sales Accounting.
Maintaining of Payroll accounts, computation of Employee TDS
Along with statuary returns
Making M.I.S Reports as per the management requirement
SIX MONTH EXP IN CRM EXC ( Commercial)
Coordination between Marketing and Accounts Dept.
Cash Management handling payment and receipt.
Making & checking agreement.
Regular correspondence with clients for installments call notice
Handling the filling & documentation
PREVIOUS EXPERIENCE: Worked with M/s Hassan & Sons from 28th Feb 2004 to 31st
Des 2006. A proprietary concern deals in Manufacturing& Exporter of carpet and in the field
of real estate with housing complex in Srinagar.
WORKING PROFILE:
Maintaining Day to Day Accounting
Maintaining of Cash Book
Preparation of Party ledger
Preparation Bank Reconciliation Statement
Preparation of Party Reconciliation
Maintaining of day to day expenses.
Preparation of Salary
Preparation of Invoice, Packing List.
Worked with a C.A. firm (M/S Rafi & Associates) for One years in Computerized and
Manual accounting.
EDUCATIONAL QUALIFICATION :
B.Com. Hons. From B..R..A..Bihar University (2003)
COMPUTER SKILL: Operating System, M.S Office, Tally 9ERP and Net surfing
PERSONAL PROFILE:
Father’s Name : Late Abdul Qaiyum Khan
Date of Birth :
Marital status : Unmarried
Religion : Islam
Sex : Male
Language Known : English, Urdu, Hindi
Passport No :
Date of Issue :
Date of Expiry :
Place of Issue :
Present Salary :
Expected Salary : Negotiable
Date :
Place: New Delhi (Wasim Ahmad Khan)