ASSIGNMENT

PROGRAM

MBA

SEMESTER

SUBJECT CODE & NAME

MB0039 & BUSINESS COMMUNICATION

Q-1]
What are the various types of communication? Describe the
classification of non-verbal communication.
types of communication
classification of nonverbal communication
Ans1 Types of communication
Mainly there are two types of communication. They are

Verbal communication
Non-verbal communication

Lets discuss it briefly.

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. Verbal
communication can be divided into two types. 1) Oral communication
2)Written communication.
1) Oral communication
In this type of communication speaker interacts verbally with one or more
listeners in non written form. Oral communication in a business context
can take the form of meetings ,presentations, performance reviews etc.
Ex. Hr manager is doing performance appraisal sales executives.
2) Written communication
This type of communication is the correspondence made in writing. It an
be in handwritten or in printed form. Ex. A manager writing a apology latter
to costomer.
Non-verbal communication
This type of communication may be defined as communication without
words. Ex. Dumb Charades.
Classification of non verbal communication
Non verbal communication plays an important role in business
communication. It an employ audio and video signals to communicate

massages. The ringing of telephone is the example of audio massage and

posters and drawings are the example of video signal. There are various
types of non-verbal communication which are as follows.
1

4
5
6

Kinesics-It isthe most often studied and important area of non verbal
communication which refer to any kind of body moments. It can express
inner state of emotion. Different body moments are Facial expressions,
Eye movement, Gestures, Head movements, Posture and Physical
appearance.
Haptics-It refers to communication through touch. We can use touch to
communicate assurance, affection, comfort, sympathy, familiarity etc. It
varies according to culture. Touching is used for the purpose of Working,
Greeting, Establishing friendships, Guiding and managing instructions.
Proxemics-It is derived from the word proximity or closeness and is the
communication term for personal space and distance. There are different
types of spaces like Intimate space, Personal space, Social space, Fixed
space , Semi-fixed space.
Choronomics-It refers to the study of usage of time.
Paralanguage-Para means like, therefore paralanguage means like
language.
Physical Context-Phisical context refers to the physical environment or
surroundings within which we communicate. This include the aspects like
Colour and layout, Design, Space management, Location, Distance.
These all above we discussed the classification of
communication and types of communication.

Non-verbal

Q 2]
Describe any situation in your own experience where the
communication failed because the listening was faulty.identify the
barrier to listening in this situation.
Writing experience
Identifying and exlplaning the barriers
Ans 1 Writing experience
1) 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 This is
physical barriors
2) 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 this is wrong
assumptions
3) For example, in a country like India where there is enormous cultural diversity,
accents may differ even between different regions and states this is cultural

barriers
4) For 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. This is gender barrioers
5) For Example - A research conducted many years ago found that the
organisational level comprehension rating of 100% of listening at the board
level is reduced to 20% at the workers level3. Poor listening can distort the
original message this is Bad listening habit
Identifying and exlplaning the barriers
Let us now briefly discuss these barriers.
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.
2) Attitudinal barriers Pre-occupation with personal or work related

problems can make it difficult to focus ones 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 the speakers ideas. People with this
kind of closed minded attitude make very poor listeners.
3) 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 listeners have no role to play. Such an
assumption can be a big barrier to listening.
4) 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.
5) 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 purposes2. Women are more likely to listen for the
emotions behind a speakers words, while men listen more for the facts and
the content.
6) 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.

7) 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 and to assure the speaker that they are paying attention.
Others may tend to listen to each and every fact. This may result in
them not understanding 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.
Q-3]
Desscribe any 5 types of presentations with examples and their target
audience.
5 types of presentations
Identifying target audience and example

Ans: 5 types of presentations

1) 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. The key idea is for
the audience and it is stated at the beginning of the presentation.
2) 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. As
explained earlier, a clear statement of the specific purpose of the presentation must
be developed. If you have a choice of subject, it is always better to speak on a
subject on which you are an authority. If the choice is not given to you and you are
less knowledgeable, then it is important to research the subject thoroughly, so that
you are in a position to anticipate and answer any questions. Finally, you need to
assess your feelings about the subject and make sure that you are convinced
enough to be able to persuade others as well. This is similar to a salesperson being
convinced about a product to be sold.

3) Analysis of the circumstances ;This includes taking into consideration any

limitations of infrastructure, time and context that might affect your presentation. For
example, if you will be speaking in a small room where the lighting and acoustics are
insufficient, you may have to overcome the limitations by altering the seating
arrangement, using brighter visuals and speaking loudly. If the presentation is to be
made after lunch, you can include many attention grabbers in the presentation, to
keep the audience alert. If you are making a presentation as part of a team, your
style of presentation has to be consistent with that of your team members.

4) 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. Sometimes, you may need to do original research in
the form of a survey to gather fresh data. For example, if you are making a
presentation on a new product, you may have to conduct a survey to find out how
consumers feel about that product concept and also about similar, competing
products.

5) 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. An attention getting opener must be developed, using techniques such
as humour, dramatic questions, an interesting story, a quotation or a startling
statement.
Identifying target audience and example
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. The following information must be gathered about your audience,
even before you begin preparing for the presentation:
a. Job designations and areas of expertise You need to find out whether the
audience comprises of specialists in a particular area such as information technology
or generalists. If they are specialists, your presentation could include technical
aspects and jargon, which they would be able to understand. If not, you may have to
make the presentation simpler or explain some of the terms elaborately.
b. Preferred style of presentation It would also be relevant to know the personal
preferences of your audience, with regard to the style of presentation that they are
most comfortable with. Some people may prefer a more informal or conversational
style with some humour than a more formal style. Others may like the presentation to
be made at a slower pace or they may prefer the presentation to be formal. However,
you have to remember that humour must be used with care, so that it is relevant and
does not offend the audience. Analysing all this in advance would help in determining
how the presentation must be delivered.

c. Demographic characteristics of the audience The gender, age, cultural

background and economic status of the audience also need to be studied in
advance, so that the presentation may be tailored to appeal to that particular
audience. For example, a financial planneraddressing an audiencomprising of senior
citizens, is likely to suggest investment options that would be different from those that
might be suggested for a younger audience.

d. Size of the audience The size of the audience would determine your presentation
style, the time set aside for questions and answers, the size of visuals, etc. With a
smaller group, the presentation could be made less formal, the time for questions
and answers could be reduced and the visuals could be made smaller, than for a
larger group.
e. Level of knowledge on the subject You need to know how familiar your audience
is with the subject of the presentation. If the audience comprises of experts in that
particular area, basic explanations may not be needed. On the other hand, if the level
of familiarity is not so high, a lot of background information and explanation is
required.
f.

Attitude of the audience The attitude of your listeners, both towards you as a
speaker and towards the topic of the presentation, needs to be studied in advance. If
the audience is prejudiced towards you for some reason, you may have to alter your
style of presentation considerably. If the presentation happens to be on a sensitive
topic, you may have to proceed very tactfully. This is especially true of presentations
that aim to persuade.

Q-4]
Explain the different types of meetings.
Types of meetings
According to Deborah Tannen, A meeting is any focused conversation that has a
specific agenda, especially but not only if it has been set up in advance.
a) Task oriented meetings
As the name suggests, this type of meeting is a special meeting that is called to
discuss and make arrangements for a specific event. For example, the company is
opening a new branch or new factory, which will be inaugurated by a minister on a
specific date. All the key people involved may be asked to attend the meeting, to
discuss the arrangements that are being made for the inauguration. Specific tasks
are assigned to each of the participants of the meeting.

b) Progress meetings
These are periodic meetings that are called to review the progress being made on a
particular front. For example, weekly meetings may be held to review sales progress
or if a new project has been initiated, periodic meetings may be held to review the
progress of different stages of the project.
c) Information sharing meetings
In some organisations these types of meetings may be called regularly for the main
purpose of exchanging information on a topic of relevance to the organisation. Such
meetings may take place among co-workers or may also involve top management.
For example: The Managing Director of a company may call his senior managers to
share information about the companys joint ventures, overseas collaborations or
plans for acquisition.
d) A weekly meeting of top executives may be held to discuss the activities of the
companys international divisions. The members of the Research and Development
(R & D) department may meet regularly to compare notes on the results of their
research efforts.

e) Problem solving or decision making meetings

This type of meeting is the most challenging, as it involves taking some kind of
action, making major decisions or changing the existing policies and procedures.
Therefore, all interests and departments of the organisation are represented at such
meetings. They also tend to be time consuming.
For example, the marketing strategy of the company may need to be revised, as
sales are on the decline or a new product is to be launched and a meeting may be
called to discuss the launch strategy.
As problem solving meetings are the most complicated type of meetings, the
guidelines offered in this unit are more relevant to these meetings.

Q-5]
You are Going to face a job interview for the post of Manager operation.which aspects you will keep in mind while facing the interview
?
Aspects To be kept in mind during job interview
ANS -1 During the job interview
a) 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.
b) Non-verbal communication This was discussed in detail in Unit 2. 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.

c) 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.
d) Two-way interview Although the applicants task is primarily to listen and the
interviewers 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.

e) 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.

f) 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.
g) 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.

h) 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. Sometimes, the interviewer may
conclude by inviting you to ask questions. In this case, you should only ask questions
that are relevant to the job or the organisation and avoid asking questions related to
your performance in the interview. It would be a good idea to prepare a list of
questions to ask and to reserve some of these questions for the end of the interview.

Q-6]
Write short notes on :
a) Internet
b) Intranet
a) Meaning and benefts of internet
b) Meaning and benefts of intranet
ANS :a) Meaning and benefts of internet
Meaning :Internet means of connecting a computer to any other computer anywhere in the
world via dedicated routers and servers.when two computers are connected over the
internet,they can send and receive all kind of information such as text,graphics,voice,video
and computer programs.
benefts of internet
1) Information on almost every subject imaginable.
2) Powerful search engines
3) Ability to do research from your home versus research libraries.
4) Information at various levels of study. Everything from scholarly articles to ones directed
at children.
5) Message boards where people can discuss ideas on any topic. Ability to get wide range of
opinions. People can find others that have a similar interest in whatever they are interested
in.

6) The internet provides the ability of emails. Free mail service to anyone in the country.
7) Platform for products like SKYPE, which allow for holding a video conference with anyone
in the world who also has access.
8) Friendships and love connections have been made over the internet by people involved in
love/passion over similar interests.
9) Things such as Yahoo Answers and other sites where kids can have readily available help
for homework.
10) News, of all kinds is available almost instantaneously. Commentary, on that news, from
every conceivable viewpoint is also available.
11) Easy and cheap communication
Communicating with your friends and loved ones has been easy through e-mail and social
communication sites like Facebook and MySpace. You dont have to pay even a single cent
just to chat with them because these services are free of charge!
12) Send small or big files with others easily!
If you have to send a file, for example, a video to your friend whos living in other country, it
isnt practical nowadays to send him a package with the video cd. Instead, you can send him
the video from your e-mail, or upload it in YouTube or other video sharing sites.
13) Loads of information
As I have mentioned earlier, internet has a lot of information that is very essential for the
students so they dont have to buy books or go to the library anymore. Search engines like
Google and Yahoo! are always available when you need them.
14) Entertainment
Entertainment is one of the most popular reasons why many people prefer to surf the
internet. There are a lot of games to play, videos to watch, and etc.
15) Services
Internet is making our life a lot easier by offering different services like online banking, online
booking, hotel reservations, online shopping, and many more!
(b)Meaning :An intranet is a communication network that operates on an internal network
that is exclusive to a particular organisation. This means that only the employees of an
organisation have the authority to access it.
Simply defined, the intranet is a tool for distributing and sharing information of different types
within the company.
benefts of intranet
1.Discourages grapevine Grapevine or the informal communication network, although
useful, leads to rumours. When employees are misinformed, they become dissatisfied and
de-motivated. Using the intranet as an official channel to post information for all employees
to discourages gossip and avoids creating a transparency gap.
2. Facilitates pre-meeting discussion The intranet can be used to discuss and debate
ideas prior to a meeting, so that valuable meeting time is spent focusing only on relevant
ideas. For example, suppose a sales team of five members are required to make a
presentation to the Vice President - Sales, on how to increase sales during the current year.
Instead of each salesperson making alengthy presentation during a meeting and then

getting ideas reviewed and approved, a discussion board can be created using the intranet,
a few days before the meeting. The salespersons could post their ideas on the discussion
board for the VP to review in advance, so that only the most promising ideas are discussed
during the meeting. This way, the salespersons can come into the meeting more focused.
3.Saves time The intranet is paperless communication and is therefore a big time saver. A
lot of unnecessary time wasted on filling out forms, leave requests, supply orders, etc., can
be saved by doing this through the intranet.
Employees can get information on official holidays and other Human Resource (HR) related
information, without having to interact with the HR manager.
4.Is superior to e-mail Sending some types of information through e-mail can sometimes
create confusion and information overload. For example, consider that five salespersons
want to meet and give a presentation to the Vice President Sales, on how to increase
sales. If each one of them has three different ways in which they could increase sales and
start e-mailing multiple versions of their Power Point presentations to the Vice President for
review, it could lead to disastrous results. Instead, they could work on a shared file, by using
the intranet. The intranet allows you to create a central location where you could save your
most recent file.

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