SIKKIM MANIPAL UNIVERSITY, DE

Student Name: Reg. No. Subject Name:

Course: MBA LC Code:00918 Subject Code: MB0039

Ans-1- Barriers to Effective CommunicationThe barriers to communication may be classified as follows: Environmental barriers An environmental barrier is the same as physical noise, which could be in the form of distracting sounds, an overcrowded room, poor facilities and acoustics, all of which may hinder the ability to listen to and understand the message. Individual barriers A major barrier to interpersonal communication is a tendency to judge, evaluate, approve, or disapprove the views of another person. Organisational barriers In organisations that are too hierarchical, that is, where there are multiple layers, messages may have to pass through many levels before they finally reach the receiver. Each level may add to, modify or completely change the message, so much so that it becomes distorted by the time it reaches the intended receiver. Channel barriers Wrong choice of channel is one of the main barriers to communication. Using a wrong medium of advertising, or conveying a message orally when a written letter would be more appropriate, are examples. Linguistic and cultural barriers When the sender of the message uses a language that the receiver does not understand, the communication will not succeed. Cultural differences refer to differences in values and perceptions, which may affect the interpretation of the message by the receiver. Semantic barriers The word semantics refers to the meaning of words and the way in which they are used. For example, different words may have different meanings in different cultures. Non-verbal barriers Non-verbal communication includes tone of voice, body language such as gestures and facial expressions, etc. If the tone of voice and body language are negative, the communication will fail, however positive the spoken and written message. Ways to overcome the barriers to communication- Certain steps can be taken, both at the organisational level, as well as at the individual level, to effectively deal with the barriers to communication, in order to try to minimise them, if not eliminate them entirely. Organisational action Some of the steps which an organisation can take to overcome the barriers to effective communication are as follows:

SIKKIM MANIPAL UNIVERSITY, DE

Encourage feedback Organisations should try to improve the communication system by getting feedback for the messages already sent. Create a climate of openness A climate of trust and openness can go a long way in removing organisational barriers to communication. Use multiple channels of communication Organisations should encourage the use of multiple channels of communication, in order to make sure that messages reach the intended receivers without fail. Individual action Some of the actions that an individual can take are: Active listening This means listening to the meaning of the speakers words, rather than listening without hearing, or passive listening. Careful wording of messages Messages should be worded clearly and without ambiguity, to make sure that the message that is received is the same as the message that is sent. Selection of appropriate channels Individuals should be competent enough to choose the right communication channel, depending on the situation. Avoidance of technical language The language used in communication must be as clear as possible. Usage of unnecessary technical terms can lead to misunderstandings. Right feedback Feedback is an important communication skill. The correct feedback can elicit the correct action. Ans-2- Different Types of Verbal CommunicationsBroadly, communication may be divided into two types, they are: Verbal communication Non-verbal communication . Verbal communication This type of communication occurs with the help of words. It provides the opportunity for personal contact and two-way flow of information. A large part of our communication, whether at work or outside, is verbal in nature. Verbal communication may be divided into two types. They are: o Oral communication This type of communication may be defined as a process in which a speaker interacts verbally with one or more listeners, in order to influence the latters behaviour in some way or the other. Oral communication in a business context can take the form of meetings, presentations, one-to-one meetings, performance reviews, etc. Example In a business context, a manager doing the performance appraisal with an employee or a sales manager making the sales plan presentation to the sales team. In the first example, the manager may point out areas for improvement and in the second case, the sales manager may explain how to achieve new sales targets 2.2.1 Usage of verbal communication

SIKKIM MANIPAL UNIVERSITY, DE

We communicate most of our ideas to others through verbal messages, i.e., through spoken or written messages. However, verbal messages have some drawbacks such as the message may not be properly worded, or the message may be misunderstood, or interpreted differently from its intended meaning. For example, even a simple statement like lets discuss this matter tomorrow might be interpreted by one person as lets meet tomorrow and by another as lets discuss this over the phone. Miscommunication through verbal messages could be avoided by following a few simple guidelines. The guidelines are as follows: Avoid words with multiple meanings Ensure clarity through highly specific statements Avoid overuse of jargons Avoid biased language and offensive words . Ans-3-a- SQ3R Technique of Reading- SQ3R technique of reading was developed by Robinson in his book "Effective Study" (1970). SQ3R stands for the initial letters of the five steps shown in the tableSteps of Expansion Abbreviati SQ3R on Steps Step 1 Survey S Step 2 Question Q Step 3 Read R Step 4 Recall R Step 5 Review R 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. 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? 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 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.

SIKKIM MANIPAL UNIVERSITY, DE

Review Reviewing is the process of checking whether we have followed the earlier stages promptly and efficiently. Have we surveyed the book, article or magazine properly? Have we asked the appropriate questions relating to the content? Have we read it critically and have we recalled the most significant details or information required for our study? Ans-3-b- Memo- Memo is one of the most important forms of written communication in an organisation. Memos can be used for formal and informal communication. The word memo is a short form for memorandum, which is derived from the Latin word memorandus which means a thing which must be remembered. It is also referred to as an inter office memorandum, since it is used primarily as a tool for communicating within the organisation. The memo is essentially a condensed or a brief report that can be used to convey information and decisions or to make short requests to co-workers, superiors and subordinates. It is relatively informal in style, compared to letters and long reports and is unpretentious and concise. This is essentially the same as prcis writing, where an article is condensed to one fourth its size, without losing the essence or meaning. The condensed article could then be put in memo format and sent to the superior. Components and format of a memo-

Memo Structure1. Header This is a compact block of information which appears at the top of the memo that includes the To, From, Date and Subject headings. 2. Body This is the text of the memo which contains the details and major topics. Unlike letters, the memo need not have a formal salutation such as, Hi, Respected, Dear, etc. Unlike a formal report which has to be completely objective, personal pronouns such as I and you are acceptable in a memo.

SIKKIM MANIPAL UNIVERSITY, DE

3. Close/action Usually, unlike formal letters, memos did not have a formal close for example, Sincerely and a signature line. However, now-a-days many organisations close their memos with letters like Sincerely, followed by the hand written signature and name of the person circulating the memo. 4. Courtesy copy This is widely known as cc and earlier stood for carbon copy. Sometimes a copy of the memo may go to another person(s). This is indicated by cc. Memo format A memo may follow one of two types of formats, depending on its nature and purpose: Direct organisational plan or deductive organisation- As the purpose is only to convey information, it is mentioned right at the outset and all the details are presented right away. This style of presentation is also used when the purpose of the memo is to persuade. This is appropriate when you are sure that your proposal or request will be accepted without any resistance. Indirect organisational plan or inductive organisation - This type of memo format is appropriate when the purpose of the memo is to persuade, but when the writer feels that the reader might object to the request or the proposal. Therefore, the writer may try to convince the reader by presenting the reasons first and then make the request or recommendation right at the end. Ans-4- Approaches for handling customer complaints and listening to customers Organisations today are beginning to recognise the importance of being customer oriented. Customer orientation means identifying and then satisfying customer needs, which in turn involves listening to what the customer really wants.This is because a dissatisfied customer can create negative word-of-mouth publicity for your product and company. Therefore, it is important to satisfy and retain your existing customers, so that they remain loyal to your company. Approaches for handling customer complaints and listening to customers. The different approaches are as follows: Believe the customer There is a saying that The customer is the king. Therefore it is important to take the customers at their word, even though they may not be telling the truth. Listen actively Make your customers feel that you are showing empathy, or putting yourself in their place. When a customer starts to complain, it is important to hear out the complaint completely, before responding or offering a solution. Sometimes a customer may be rude, angry and frustrated, but he/she needs to be handled tactfully. Once he/she has vented his/her feelings, it would be a good strategy to repeat the problem in an objective manner, to show that you have heard and understood clearly. Apologise Even if the customer and not the company are at fault, it is always a good idea to apologise to your complaining customer. From the customers perspective, he/she is right and therefore expects an apology. A sincere apology will go a long way in calming down an angry customer

SIKKIM MANIPAL UNIVERSITY, DE

Satisfy There is a saying that A satisfied customer is the best advertisement for your product. This is because such a customer will spread positive word-ofmouth publicity about your product to others. Thank Even if the customer has launched a complaint, it is important to thank the customer for bringing it to your attention, so that a solution can be found. A customer complaint should be looked at in a positive way - as an opportunity to solve a problem that did not exist earlier. Ans-5- Some of the consequences of spelling and punctuation errors, redundancies, clichs and misuse of words Spelling and punctuation Certain words are spelt differently in British and American English British American Humour Humor Colour Color Analyse Analyze Cheque Check Generally British spellings should be used, unless you are addressing an American audience. In any case, either British or American spellings should be uniformly used and not mixed together, in order to ensure greater readability. Another common mistake made with spellings is to confuse the noun form with the verb form. Noun Verb Licenc Licens e e Advice Advise Practic Practis e e Some words may sound the same but have different meanings when spelt differently. Some words may include a single vowel that makes them sound different and have very different meanings. It is important not to get confused with the spellings of such words. For example, 1. Compliment means to praise someone, whereas complement means to go with (for example, your jewellery complements your outfit). Punctuation Correct use of punctuation is important in both general writing and business writing. Apostrophe Apostrophe is used to form the possessive singular form of words. For example, the Companys profits. It is used to form the possessive plural of words ending in s. For example, the dealers margin. It is used in expressions that indicate ownership. For example, last years record. Parentheses or Brackets

SIKKIM MANIPAL UNIVERSITY, DE

Parentheses or brackets can be used to separate a phrase from the main section of a sentence, when it is not related to it grammatically. For example, The Indian team tried their best (God knows it) but lost in the finals. Colon Colon is used to suggest that a list will follow a statement in sentence form. For example, For three reasons, we have decided to expand our market: 1) 2) 3). Comma Comma is used for the following purposes: To separate words in a series. For example, The main punctuation categories are the full stop, the comma, the colon, the semi colon and the apostrophe. To separate two adjectives that modifies the same noun. For example, The MBA exam is a long, difficult and objective type exam. Dash Dash is used to separate the words in a sentence which are not necessary for its structure. For example, His answer the correct answer was supported by examples drawn from his own experience. Full stop or period Full stop or period is used: at the end of a sentence. after abbreviations. For example, Dr., No., Jr., etc. Quotation marks Quotation marks are used for the following purposes: To enclose what is stated by others, verbatim. For example, the manager said, I will review your progress every month. To enclose titles of magazine and newspaper articles. For example, Progress in Stem Cell Research. Semicolon Semicolon is used to express a pause that is longer than that expressed by a comma and is used to separate clauses of a compound sentence when they have a comma. For example, We would like the material to be delivered in the morning hours, but before 5 pm will also be convenient. (Without using semicolon) We would like the material to be delivered in the morning hours; but if this is not possible for you, before 5 pm will also be convenient. (Using semicolon) Common errors in English Some of these mistakes include redundancies, clichs and frequently misused words. Redundancies Redundancies refer to phrases which contain repetitive or unnecessary words to express the same meaning. This is a common mistake that occurs across the world and must be avoided. Consider the following sentences: 1. In the first class, the professor taught the basic fundamentals of Marketing. 2. I have to return back home before midnight.

SIKKIM MANIPAL UNIVERSITY, DE

The phrases basic fundamentals and return back are redundancies. In the first sentence, basic is an unnecessary word, since fundamentals themselves are basic; in the second sentence, it is sufficient to say return home and back is an unnecessary word. Clichs Clichs are phrases that are overused and should be avoided, since they make reading monotonous. They should be substituted with more original expressions. Some commonly used clichs are: 1. Last but not least, I would like to thank all the students for attending this session. In the first sentence, last but not least, which is a wrong expression, could be substituted by finally. Frequently misused words Certain words which sound similar or are spelt slightly different, tend to be used in the wrong context. Some examples are as follows: 1. All together and altogether All together means in one group, whereas altogether means completely. Ans-6- Different delivery styles that speakers can select for their presentationThere are four common methods of delivery--impromptu with little or no preparation, memorization, reading from prepared manuscript,andextemporaneous with outline or notes Impromptu On many different occasions you may be called upon to speak with little or no notice before hand. For an impromptu speech, you may have a minute or two toprepare in your mind before you speak. Additionally, you may be called on to read a letter, scripture, or article to a group without preparation. Manuscript You may need to use the manuscript that is provided without adding your own thoughts or comments. However, there are other situations where you will need toprepare your own manuscript perhaps for publication in a newsletter or to make sure you include exact wording. Memorized You may need to memorize a brief speech, scripture, or perhaps a poem as your part in a presentation, rather than being given a manuscript to read . Extemporaneous In many situations you will have advanced notice, you can think about what you want to say to your audience and anticipate their responses as you develop anoutline for your message. Extemporaneous is the most natural of all methods of prepared delivery where you can successfully achieve a more natural conversation with the audience.