Business Communication
Case
Study 1
Josh Miller is a finance student at a business
college. He likes numbers and feels comfortable with order, structure, and
rightor wrong answers. As part of the graduation requirements, all students
must take classes in speech and writing. Josh becomes nervous about writing
reports or giving speeches and doesn't see the connection between the required
class and his finance studies. One of Josh's biggest stumbling blocks is
thinking of topics. He experiences writer's block and generally delays any
project until the last possible minute
Answer the following question.
Q1.
|
What would you suggest to
help him see the value of speaking and writing well?
|
|
Q2
|
Give an overview of the case.
|
|
CASE
STUDY 2
|
||
Whether you’re reaching out to customers or confirming details with a
trusted staff member, communication is the lifeblood of any business. You
already send emails and make phone calls, but you might be surprised at what
other kinds of tools are available to help make that communication easy and
effective. Project management is hard enough when you’re not dealing with
multiple offices and remote works. Collaboration software keeps everybody on
the same page by establishing a onestop destination for assignments, status
reports, shared resources and progress tracking. Some popular examples of
collaboration software include “Cloud” may be this decade’s technology
buzzword, but that doesn’t mean it’s not extremely valuable. Cloud storage
saves and stores your files at a remote location so that they’re always
available. If the computer crashes, you won’t lose progress. If people are
working remotely, on location, or away from the office, they can access the
files whenever they need to. Traditional business phone systems are expensive
and complex. Some choose to use cell phones instead, but the use of your
personal phone can make you seem less professional. A virtual phone system
combines the professional feel and robust functions of an oldschool phone tree
with the flexibility and simplicity of cell phones. There are a number of
virtual phone systems out there, including Grasshopper. Internet connectivity
makes it possible to contact exponentially wider networks of leads, customers,
gurus and workers than ever before… and those contacts don’t just have an
address and a phone number. They have email addresses, chat handles, Facebook
accounts, Twitter feeds and LinkedIn profiles. Contact management software
helps you keep it all straight, reminds you when you’re “due” to reach out to
key contacts and streamlines the process of keeping in touch. Depending on your
precise needs, and are different, but effective, contact management options.
Yes, you can do everything you need with a regular cell phone, or even without one.
Businesses did it for centuries. But the calendaring, text messaging and note
taking apps that come standard with every phone will streamline how your office
communicates. It’s why so many businesses buy smart phones or tablets for their
employees. Obviously, these are just some of the communication tools that can
boost your business and streamline your efforts.
Answer the following question.
Q1. What is collaboration? Give examples of
collaboration software.
Q2. Give an overview of the case
Case Study 3
As
manager of a new bakery/coffee shop in Green Meadows called ‘Pierre’s
Boulanger’, draw up an interesting full page and colorful advertisement to
place in the bakery window to invite applications from marketing students for
parttime shift work as waiters/waitresses to work in the bakery on Saturdays
and Sundays. . In an another case, You are the marketing manager of a shipping
company in Greece and you have been researching annual production of tomatoes
in Europe for 2012.You have looked at the statistics for the six major tomato
producing countries and found that their annual production in metric tons is as
follows: Spain –3.8 million; Netherlands – 815 000; Poland – 677 000; Italy –
6.0 million; France – 636 000; Greece – 1.2 million.
Answer the following question.
Q1. Prepare an advertisement towards the
requirements of the above marketing positions, information on working
hours as well as the application process for
interested students
Q2. Draw a full page, eyecatching and
colorful pictograph as a graphic communication device to reflect this
information of tomato production in an interesting way. Highlight any aspect in
your graph that you think might be
particularly
important for your own organization.
Case Study 4
The UNC Business Essentials program (an online
business communications skills) has been more than beneficial in my everyday
life, and its impact played an especially important role in my search for an
internship geared toward my future profession. As I searched for different
positions within my field of study, one thing stood out to me: The skills I
learned from the UBE program thoroughly assisted me in my internship search and
even made the process much easier. Several sections in the UBE program, like
the business communication section, provided me with the business skills
necessary to contact, email and communicate with employers in a professional
tone. Before obtaining these skills, I was less confident in the way I reached
out and spoke to employers about internships. Now, I feel that I have the same
amount of business communication skills that students majoring in business also
have. These skills not only put me at an advantage, but also thoroughly
impressed employers and helped me to be considered for several internship
positions. Applying for internships and jobs in the future is no longer an
added stress because I know how to properly fill out applications, create cover
letters and communicate with employers in a professional manner. One added
benefit of the UBE program is that I can include my online business certificate
on my resume. Many employers have asked me about the UNC Business Essentials
certificate in interviews and thought the UBE program is a great distinction to
have.
Answer the following question.
Q1. What are the advantages of online business
communications skills? Explain.
Q2. Give an overview of the case.
Business Communication
Case
Studies
CASE
STUDY (20Marks)
Sushma works in Infosoft solution
pvt; td. She works there as a project leader. occasionally her job demands
coming early for her duties or stay late till evening hours. Once she was
handling two projects simultaneously and on one such day she had convened a
meeting with her team members regarding project delivery. She had called her
team members at 0800 hours. Sushma is a disciplinarian and generally she
follows duty timings strictly. Discipline starts with me, was her firm
principle. She had made a habit of coming five minutes early at least. However
on that day she could not make at the scheduled meeting time of 0800 hours and
she was worried that her reputation could be at stake. Time was 0805 hours and
she reached main gate of her company. Hurriedly she swiped her card and rushed
towards board room. That time few housemen were doing cleaning. One of the
housemen had spread soap solution on the floor. Unaware of what is on the
floor, she continued to rush to the board room. The floor was made of marbles and
soap solution was sprinkled over it. Sushma could not control her balance on
the slippery floor and fell down. Slippery floor dragged her a couple of feet
further. The impact was so strong that she wailed loudly. Her team members
rushed to help her. Somehow she could get up and she was taken to the hospital.
It was discovered that her hip bone was broken. As a result, she was immobile
for about two months because of the injury. Later in investigation, it was
revealed that the housemen who was cleaning the floor has not put the sign
board “CAUTION: FLOOR is WET.
Answer
the following question.
Q1.
Bring out the importance of nonverbal communication in the case.
Q2.
Do you think sushma is responsible for whatever happened? Explain.
CASE
STUDY (20 Marks)
The TelstraClear team wanted the
tools to appear visually interesting and attractive, and to keep the text
firstperson and friendly. The exception to this is in emergency situations when
messages and commands require more immediacy. In these instances popup
templates have been designed that relay the situation using ‘emergency’ colours
of oranges and reds. A series of visual templates have also been developed for
specific audiences, as well as sets of screensavers (customer profiles and
staff benefits, for example) so each has a specific look and feel. TelstraClear
recognized from the start that the tools, particularly the screensavers, need
to be current and change regularly to maintain their impact and interest.
SnapMags are now being adopted by various business groups across the
organization to target specific information and news to their teams, and popup
alerts are also starting to be used by project teams. They can see the valueadd
the popups provide with instant messaging and fewer emails. Also, there is
added value in being able to track who has – or hasn’t read – the popups. We’ve
now go to the point where teams are coming to us and asking “can we use
SnapComms too…” The bright, fun and colourful screensavers have met with
overwhelming appreciation and staff are enthusiastic about new ones. They are
simple to execute and are immediate and impactful.” Head of Communications,
Diane Robinson
Answer
the following question.
Q1. Why TelstraClear have found screensavers
invaluable? Explain the benefits of screensavers.
Q2.
Comment on the Head of Communications, statement “They are simple to execute
and are immediate and impactful.”
CASE
STUDY (20 Marks)
Virgin Mobile UK is a mobile
phone service provider operating in the United Kingdom (UK) and part of Virgin
Media, the first provider of all four broadband, TV, mobile phone and home
phone services in the UK. It operates 80 stores, employing 550 staff in retail
outlets and a further 200 in “Lite” popup locations. Sarah Arthur is the Retail
Communications Manager at Virgin Mobile UK. The Retail Communications team is
responsible for employee communications across all Virgin Mobile retail
outlets. The team needs to ensure that key internal messages are delivered to
retail staff in a timely manner and that they can access operational
information — new packages and special offers, company news, IT notifications,
internal campaigns and requests for feedback — regardless of location or
desktop environment. Virgin Mobile was relying on email and its intranet for
communicating with retail staff. They needed to continue to work with their
existing employee communication channels and systems but they also wanted to explore
ways of delivering push communications which their core systems couldn’t do.
Virgin Mobile implemented the SnapComms internal communications software in
2008 and is using Desktop Alerts, Desktop Tickers, Staff Surveys and Internal
Newsletters. Arthur confirms that “SnapComms is a key tool for sending
information to stores.” It is now their main retail communication channel and
vital to operations, as the information it conveys to staff enables Virgin
Mobile to trade very day. Arthur explains that “store staff on the shop floor
needed something that popped up in whatever tool they were using and SnapComms
gave us that ability.It is the tool we use to push information to store staff.”
The desktop alerts have been used in a wide variety of situations such as to
notify staff when support centers are closed, advise the time and nature of IT
systems changes, provide updates about tariffs and exclusions and communicate
sales incentive campaigns. While each of the SnapComms’ employee ommunication channels that Virgin Mobile is
using can be used in isolation, they do integrate seamlessly. For example the
staff survey is used to get feedback and views from stores and can be
distributed in combination with a desktop alert, directing employees to further
information and the link to the survey. Store managers are very supportive of
the staff surveys and understand their importance in getting information back
from the stores to head office, and it’s not unusual to achieve 100% response
rates from these. Stores have reacted well to the tools and it’s simple and
easy for them to receive information. This has been achieved through the Retail
Communications team controlling the level of communication so that staffs are
not bombarded. They have ensured that the tools are not overused and that they
do not step outside users’ expectations.
Answer
the following question.
Q1.
What are the main functions of Virgin Mobile UK.
Q2.
What are the functions of retail communication team? Explain
CASE
STUDY (20 Marks)
Psychologists have long accepted
that semantics (the words we choose and the meanings they connote) can have a
big effect on the psychological state of both individuals and groups.
Businesses certainly take wordchoice seriously, some going so far, it seems, as
micromanaging word use within their companies (e.g. discouraging the use of the
word “problem” and replacing it with the word “challenge”.) Words falling from
favor: • weaknesses • back office • offshore Increasingly popular
words/phrases: • room for improvement • business support team • regional
experts In addition, since the advent of globalization, businesses have
realized more and more that the intercultural communication style of a
particular region can dramatically affect their employees’ internal
communication and, in turn, levels of harmony and cooperation. There’s masses
of research on the topic of intercultural communication but the model I prefer
distinguishes socalled Low and High Context cultures (a term first used by one
Edward Hall). At the risk of massive versimplification, a High Context culture
tends more towards the implicit, the nonverbal, the unspoken whereas a Low
Context culture tends towards the explicit, the spoken or written, the literal.
One is not better than the other. They just distinct. At the risk of still
greater oversimplification, the image above gives an idea of the “distribution”
of High and Lowcon text cultures across the globe. And the relevance? Well, for
example, one region’s employees might communicate in a High Context manner with
family at home (i.e. a manner that implies rather than states explicitly), but
may well struggle to communicate effectively with colleagues at work from Low
Context cultures (i.e. more direct, more explicit and so on).
Answer
the following question.
Q1.
“Semantics (the words we choose and the meanings they connote) can have a big
effect on the psychological state of both individuals and groups” comment.
Q2. What are Low and High Context cultures? Debate.
Business Communication
CASE STUDY
The
SnapComms solution was implemented by the Communications Program Manager at a
large technology company based in the US. The company’s current Sales and
Customer Service facility was established in 2010 with the objective of
developing bestinclass customer contact centers, optimizing call center
operations and leveraging workforce skills and capabilities across the
business. It employs inside sales and customer service staff and comprises a
number of different business units. The Communications Program Manager manages
employee communications, activities and programs across the entire site, and is
also aligned to the inside sales team. This includes responsibility for the
SnapComms desktop communications channels that are used to communicate with and
motivate inside sales staff. The company implemented the SnapComms Desktop
Alert Video Messages, Popup Staff Quiz and Desktop News Feeds in August 2011.
They had been looking for a way to communicate with employees as a large
audience and wanted an alternative to email communication and a vehicle that
would be effective in engaging employees and getting more “mind share”. Prior
to using SnapComms email was the main internal communication channel, but it
had proven to be limited in functionality and did not allow for “pulse checks”
or reporting, and was often ignored.
Answer the following question.
Q1. Give an over view of the case.
Q2. How the Communications Program Manager could motivate inside
sales staff? Explain.
CASE STUDY
The
TelstraClear team wanted the tools to appear visually interesting and
attractive, and to keep the text firstperson
and
friendly. The exception to this is in emergency situations when messages and
commands require more immediacy. In these instances popup templates have been
designed that relay the situation using ‘emergency’ colours of oranges and
reds. A series of visual templates have also been developed for specific
audiences, as well as sets of screensavers (customer profiles and staff
benefits, for example) so each has a specific look and feel. TelstraClear
recognized from the start that the tools, particularly the screensavers, need
to be current and change regularly to maintain their impact and interest.
SnapMags are now being adopted by various business groups across the
organization to target specific information and news to their teams, and popup
alerts are also starting to be used by project teams. They can see the valueadd
the popups provide with instant messaging and fewer emails. Also, there is
added value in being able to track who has – or hasn’t read – the popups. We’ve
now go to the point where teams are coming to us and asking
“can we
use SnapComms too…” The bright, fun and colourful screensavers have met with
overwhelming appreciation and staff are enthusiastic about new ones. They are
simple to execute and are immediate and impactful.” Head
of
Communications, Diane Robinson
Answer the following question.
Q1. Why TelstraClear have found screensavers invaluable? Explain
the benefits of screensavers.
Q2. Comment on the Head of Communications, statement “They are
simple to execute and are immediate and impactful.”
CASE STUDY
Do you
have good telephone etiquette (or manners) at work? Do you know the right thing
to say when answering the phone in English? Do you get nervous when you have to
call a business and speak English? Speaking on the phone and having proper
business telephone etiquette in English is something that takes practice. It is
difficult to do because you can’t see the person that is speaking. You have to
train your ears to listen closely in English to what the caller is saying or
asking for. Below you will find many common English phrases that are used when
calling a business or answering a business’s phone. Answering the Phone: • Good
Morning, Thank you for calling ABC Company. How can I help you today? • Good
afternoon, this is Stephanie. How may I direct your call? • Thank you for
calling Peterson’s. • Marketing Department. Evelyn Speaking. How may I help you
this afternoon? Asking for the Caller’s Name: • Who is calling? • Can I get
your name, please? Introducing yourself: • This is Kelly Erickson from West
Marketing. • Hi, this Paloma from Tidy Cleaning Service. • Hello, my name is
Janet. I am one of your customers. Asking to Speak with someone: • Is Paulo
Rodriguez available? • Can I speak to the head of the marketing department? • Is
Mary Smith there? • I’d like to speak to the person in charge of the upcoming
Gala. Person Caller Wants to Talk to someone that is Not Available: • Mr. Berg
is not taking calls right now. Can I take a message? • I’m sorry; Ms. Thorsen
is in a meeting until 10. Would you like to call back again later? • Jonathan
is out today. Can I forward you to his voicemail? • He’s with a patient right
now. Would you like to hold? • She’s on the phone now. Can I have her call you
back later? Transferring/Connecting the Caller to Another Person: • Please
hold, while I connect you to him. • I’ll put you through to Mr. Shapiro’s
phone. If you get disconnected for some reason his direct extension is 4562. •
I’m connecting you right now. Problems: • I’m sorry I can’t hear you. Could you
speak a little louder? • I’m
sorry, I
didn’t get that. Could you repeat yourself?
Answer the following question.
Q1. Give an overview of the case.
Q2. Discuss the good Telephone Manners and their importance in
business communications.
CASE STUDY
Effective
business communication skills are vital to successful co-worker and customer
interactions. Both the speaker and the listener share responsibility of making
the message clear, but effective communication goes far beyond simple speech
and hearing. Body language, tone of voice, word choice, message clarification
and communication style all come into play, and can make the difference between
success and failure in interpersonal transactions and interactions. Speakers
must learn to articulate their message in a way the listener can understand,
delivering it in a manner that is consistent with the message itself. Serious
issues are best delivered in a serious tone, but with regard to the known or
potential reaction of the listener. The reaction of the listener to both good
and bad news can be directly controlled by the speaker, as long as the word
choice and delivery are carefully considered. One part of effective speaking is
knowing your listeners and how they may react, or delivering your message in a
generic fashion if the listeners are not known. Active listening is practiced
by both the speaker and listener in effective communication. Active listening
on the listener's part involves eye contact, nods, gestures and brief comments
to show understanding. On the speaker's part, these gestures and comments are
clues to the listener's reaction and comprehension. If the listener seems
confused, the speaker may reevaluate the wording or delivery of the message,
and listeners must take it upon themselves to ask questions, validate what is
being said and provide input if necessary. Questions asked by both the speaker
and listener must be of the openended type those that cannot be answered by a
yes or no. Openended questions encourage further communication, dialogue and
understanding, and can help all involved in the conversation to further
investigate and clarify the message. Recognizing and deciphering body language
is both an art and a science. Eye movement and contact, stance, posture, facial
expressions, fidgeting and other body language can sometimes give clues to the
speaker and listener alike. If the tone of a speaker's voice is calm but his
facial expression or posture is tense, the message can be confusing to the
listener. Conversely, a listener who fidgets or does not make eye contact can
give the speaker the impression that the listener is bored or not paying
attention.
Answer the following question.
Q1. Explain “Business communication involves both active listening
and effective speaking skills”
Q2. Discuss the utility of openended questions, both by speakers
and listeners.
Business
Communication
Q1. Define Communication & Explain the 4 S’s of Communication
Q2. What is media of mass Communication & Explain the modes of
Communication
Q3. What are the Components of Reading skill
Q4. Write about the listening process
Q5. List the do’s & don’ts of effective listening
Q6. What are the Guidelines to use visual Aids
Q7. Give Guidelines for interviewer
Q8. What are the basis of legal aspects in
Business communication
BUSINESS COMMUNICATION
1)
|
Define in 200 words business communication process?
|
(10 marks)
|
2)
|
What are the three main elements of business communication,
explain?
|
(10 marks)
|
3)
Define technology enabled communication, also
provide with 3 examples of technology
driven communication?
|
(10 marks )
|
4) Define cross cultural communication, its
advantages and various techniques?
|
(10 marks)
|
5)
How is report writing effective in business,
what are the various forms of it and fundamentals
of report writing?
|
(10 marks)
|
|
6)
|
List 10 various forms of business communication and explain them
in one liner?
|
(10 marks)
|
7)
|
Give 5 techniques for communication, So as to launch a product
like Perfume?
|
(10 marks)
|
8)
|
Define business research methods, what are the advantages and
various forms?
|
(10 marks)
|
Business
Communication
Total Marks: 80
Note :
All Questions are Compulsory
Each Question Carries Equal Marks 10 Marks
4) Define Public Speaking & Determine the purpose of topic
Selection
5) What is media of mass Communication & Explain the modes of
Communication
6) Explain the methods of Oral Communication in Terms of
Among Individuals b)Among Group
7)
List the
different Electronic modes of Communication & Explain the mode of
Communication
8) Explain 7 phases of negotiating tactics
9) What is group discussion? How is it Evaluated? And what is the
techniques of GD
10)
What are the techniques for writing Successful
job application
11)
Explain the relationship of non-verbal message
with verbal message?
BUSINESS COMMUNICATION
CASE-1 (20
Marks)
Nestle has launched quality street ,lion and
after 8 choclates imported from Europe. Qualtty Street is an assortment of
chocolates priced at Rs. 7 5 for 218 gm. After Eight is a popular adult
chocolate priced at Rs.25 for 20 gm and Lion is a caramel wafer bar priced at
Rs. 20 for a 45 gm bar. (Kit Kat )is priced at Rs. 6 for a 17 gm bar and has a
chocolaty taste while Lion has a crunchy taste). The brands have different
tastes and will appeal to different target segments (though the target segment
is one which may have already been exposed to these brands during visits
abroad). These brands have been introduced in metros in upmarket stores which
sell brands bears the label "lmported by Nestle India Ltd."
indicating that they may be better than smuggled ones (which may be stale).
Question :
12)
Suggest suitable media /media vehicles for
promoting these brands. Give reasons in support of your answer
13)
What business communication media you will
utilize if you have to launch a soap in rural India?
CASE -2 (20
Marks)
The herbal shampoo market is valued at around
Rs. 100 crores. Ny/e, Ayur, Dqbur and Biotique are some of the established
brands in the market.
Helene Curtis (JK Group) has introduced a
premium herbal shampoo (with variants Shikskai, henna and qmla and brqhmi and
josur) priced between Rs. 80 and Rs. 90 (500 ml) for different types of hair.
The proposition is the benefits offered by lhe variant based on the combination
of herbs, benefits offered by the variants range from extra protection and
nourishment to colour, body and bounce. The shampoos have been launched under
the brand name Premium Herbsl Shsmpoos and they target urban housewives with a
monthly household income of Rs.25,000. The brand is distributed through 7 0,000
retail outlets and 120 Raymond shops. The company has planned only point of
purchase (POP) posters initially and may consider the electronic media later.
The shampoo has an annual advertising expenditure of Rs. 10 crores.
Question :
1 Comment on the marketing
mix of JK's Premium Herbsl Shampoos ?
2 How can you make their
communication more effective ?.
CASE 3 (40 Marks)
Attempt all cases of the following: (10 marks each)
6)
Iran Rafsanjan Co., Rafsanjan City, Iran has
taken a marine insurance policy No. VB/84/3629/29 dated 20th
December, 2005 from Albroz Insurance Co., Kerman City, Iran for the import of
500 tractor gears from Apex Products (India) Ltd., Delhi. The exporter shipped
the cargo on board vessel — SEEMA on 26th December, 2005 for Bandar Abbas Port of Iran.
As per the letter of credit condition, the
exporter was required to fax the shipment details to Albroz Insurance Company
within 24 hours of the shipment. However, the exporter could not fax such
details due to change in telephone (fax) number of the insurance company.
Draft an
express telegram to intimate shipment details.
ii)
Yours is a multinational company having joint
venture with a Chinese company. Plant is to be located at Surat. The company
immediately needs an Executive - Foreign Affairs (male/female) with ability of
“writing and speaking Chinese language.
Draft a recruitment advertisement for
publication under classified column of a national daily. Salary-is no bar for
the right candidate. E-mail address -info@krishnafashions.com
iii)
The local head office of State Bank of India is
located at 11, Parliament Street, New Delhi-110001. The bank wants to construct
76 flats at Noida for its employees and invite applications for
pre-qualification of contractors. Full details are available on its website -
www.sbi.co.in or www.statebankofindia.com/ procurement_news.
Draft a notice for pre-qualification of
contractors.
iv)
The Joint Admission Board (JAB) of Indian
Institutes of Technology in its meeting held on 17th
September, 2005 at Kolkata has taken some decisions with regard to Joint
Entrance Examination (JEE) 2006, i.e., to appear in JEE, one must secure at
least 60% marks (55% for SC/ST and PD) in 10+2 examination; a candidate can
have only two attempts with effect from JEE-2006; and a candidate who joins any
of the IITs through JEE-2006 will not be permitted to appear in JEE in future.*
It was also decided that candidates, who have passed their qualifying
examination in 2005 or earlier, will be allowed to appear in JEE-2006 as the
last chance, witji no consideration of marks or attempts at JEE subject to age
requirements. On behalf of the JAB, draft a suitable press release to be issued
by organising chairman highlighting these decisions.
BUSINESS COMMUNICATION
Q1)
|
Write short notes (any two)
|
(10 Marks)
|
a) The right Resumes for Effective job hunting
|
||
b) E-Mail Messages as tool for successful
business communication
|
||
c) The art of Web Writing
|
||
Q2)
|
Explain the following (any two).
|
(10 Marks)
|
a) Communicating Across Cultures
|
||
b) Using Visuals as aid for business communication
|
||
c) Designing Documents, Slides for effective business
communication
|
||
Q3)
|
Explain in brief the process of effective Job hunting
|
(10 Marks)
|
Q4)
|
How business meetings are planned and discuss the process of
Conducting and Recording
|
|
Meetings
|
(10 Marks)
|
|
Q5)
|
Discuss the various aspects of writing Research Reports.
|
(10 Marks)
|
Q6)
|
Discuss the various aspects of Creating
Goodwill in business communication.
|
(10 Marks)
|
Q7)
|
Critically evaluate Using of Choosing the
Right Word, Revising Sentences and Paragraphs in an
|
|
effective
business communication.
|
(10 Marks)
|
|
Q8)
|
Define Team for business communication and Explain in brief the
effective ways of Working
|
|
and
Writing in Teams.
|
(10 Marks)
|
|
Business Communication
Answer the following question.
Q1. What are the gateways of
Communication in an Organization (10 marks)
Q2. List the different Electronic
modes of Communication & Explain the mode of Communication (10 marks)
Q3. What are the techniques for
improving retention? (10 marks)
Q4. Which are the important
preparatory points? Explain any 3 (10 marks)
Q5. What are the requisites of a
good business letter ?Explain any 6 in brief (10 marks)
Q6. Give some rules for making
Introductions Correctly (10 marks)
Q7. Give significance of usage of
‘full Stop’, ‘Comma’ & ‘Question Mark' (10 marks)
Q8. Write note
on Defamatory Terms
Subject : Business
Communication
Q1.
|
Which
are the 6 great helpers of Presentation
|
(10
marks)
|
Q2.
|
Mention
the 4 P’s of negotiation
|
(10
marks)
|
Q3.
|
Write
notes on Negotiation Climate
|
(10
marks)
|
Q4.
|
Which
are the areas where preparatory work related to conducting a meeting are
necessary
|
(10
marks)
|
Q5.
|
Explain
the process of Conduct of meeting
|
(10
marks)
|
Q6.
|
Mention
some leadership Qualities in brief
|
(10
marks)
|
Q7.
|
Write
note on Defamatory Terms
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(10
marks)
|
Q8.
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What
are the techniques for writing Successful job application
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(10
marks)
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Business
Communication
Answer the following question.
Q1.
Write Short note on Hand Shake (10 marks)
Q2. What
are the preparations to be made by the interviewer (10 marks)
Q3.
State the various ways of delivering the speech (10 marks)
Q4.
Write notes on Analysis during Presentation (10 marks)
Q5. List
the techniques for improving reading efficiency (10 marks)
Q6. What
is media of mass Communication & Explain the modes of Communication (10
marks)
Q7.
Write in brief about effective use of body languages. Its advantages &
Limitations
(10 marks)
Q8. What are the Functions of
Communication? (10 marks)
Business Communication
CASE
STUDY
Technology is the means by which
an organization converts its inputs into outputs. Technology includes tools,
machinery, equipment, work procedures and employee knowledge and skills. In the
present competitive world , technological breakthroughs can dramatically
influence an organization”s service
markets,suppliers,distributors,competitors,customers,manufacturing
processes, marketing practices
and competitive position. In the past few decades, for example ,optic fibres
have facilitated communications, robots have changed the face of manufacturing
completely, computers have facilitates the processing of enormous amounts of
informations, digitalization has enhanced sound and image delivery and lasers
have replaced scalpels in various surgical
procedures. Technological
advances can open up new markets, result in a proliferation of new and improved
products, change the relative cost position in an industry and render existing
products and services obsolete. Technological advancements can create new competitive
advantages that are more powerful than the existing ones. Technology has halped
Dell to survive and flourish in a
competitive market without having
to bother about inventories. The banking industry has been able to replace
thousands of tellers with ATM machines and online banking systems
.Organizations with outdated technology are either shown the door or decimated quickly
.many steel firms all over the globe were driven into bankruptcy because they
were slow to adopt an important new process technology called the electric arch
furnace. For example ,in the multibillion –dollar global disposable diaper
industry, absorbency technology shifted from ‘fiuff pulp’ (a paperbased product)
to absorbent chemicals .This technological change was important because the
absorbent chemicals could absorb more then fluff pulp and do so while making
the diaper hinne45tr.procter &Gamble ,maker of Pampers ,almost lost its
dominant position in the US marketplace because it did’n keep up with the new
absorbency technology that emerged in Japan!(J.Lawrence ,P&G losing ground
in product Innovation ‘,Advertising Age ,64 ,no .48,1993)Furthermore,
technological change in the recent times has become increasingly diverse and
complex .Its pace is stepping up, making the executives more and more concerned
with the adequacy of organization structure(and new forms of organization )to
meet and match the needs .New technology will affect organisations in ways we
cannot yet predict. It is not entirely without reason that mass customization
is gaining popularity among leading firms too. You can now buy clothes cut to
your proportions ,supplement with the exact blend of the vitamins and minerals
you like, CDs whit the music tracks you choose and textbooks whose chapters are
picked out by your professor. Companies are able to make these bold moves
because they are able to organize around a dynamic network of relatively
independent operating units. The internet and the World Wide web are changing
the way companies and individuals communicate, market ,buy and distribute
faster than organizations can respond. At walmart, the electronic cash register indicates the
goods sold; their prices and the inventory on hand .If the system recognizes
that a store is Low on Tide detergent for example ,an order is sent to the
nearest distribution centre to send more Tide to that store. If the
distribution Centre reports shortage of Tide, the system automatically
generates Centre to send be placed with P & G for additional supply of
Tide. Other retailers and even grocery stores, nowadays use scanners linked to
computers that provide instant inventory information.
Answer
the following question.
Q1. What is the use of technology
in modern times? Explain.
Q2. What happens to the company
who do not go hand in hand with changes in technology?
CASE
STUDY
Channels needed to be quick, and
easy to use. Measuring the effectiveness of the channels was also important.
Ensure important Internal Communications achieved cut through in a climate of
overload. In order to keep employees informed and operationally effective, TVNZ
was looking for engaging ways to repeat important messages in order to ensure
message cut through was achieved. Reduce email overload. Prior to the use of
the Snap Comms Internal Communications channels, an average of 25 ‘mass email
updates’ were being sent separately to staff each week. The interruption caused
by these messages arriving separately was impacting productivity and causing
email overload.
Answer
the following question.
Q1. Give an overview of the case.
Q2. Why the reduction in email
overload was necessary? Explain
CASE
STUDY
Employees were very positive
about the Snap Comms employee communications tools and the pilot process in
general. The pilot team set up an escalation process for employees to leave
feedback. “We did not receive one single negative comment about Snap Comms, the
offline time or anything to do with this pilot or process.” A survey was also
conducted with staff in the pilot group to assess their satisfaction with each
of the Snap Comms tools. The results were very encouraging and endorsed the
positive feedback that the Internal Communications team had received during the
course of the pilot. Standard metrics that were collated for AHT, such as
problem resolution, customer satisfaction and commissions were broken down so
that results for the pilot and control groups could be separately identified.
Improvements in resolution rates were made following the pilot. In terms of
commissionable sales, the GenY pilot group performed better than the control
group and their GenX and Baby Boomer counterparts, and suffered more when the
offline time was withdrawn. Following were the key benefits of Snap Comms
channels • Messages delivered fast and read promptly by employees • Easier for
employees to access critical or time sensitive information • Comprehensive,
robust reporting and measurement • Reduced volume of content sent due to
content filtering and aggregation • Visual, fun and eye catching ways to send information
• Reinforced employee learning
Answer the following question.
Q1. What was the impact SnapComms
on business KPIs? Comment.
Q2. What was the employee
response to the SnapComms? Discuss.
CASE
STUDY
Staff immediately see relevant
Information As an alternative to internal email, in June 2012 the IT team
switched to using the Snap Comms’ Scrolling Desktop Tickers for unplanned
System outage notification. The IT Desktop Manager says that the key benefit of
the desktop tickers is visibility on these unplanned outages. The tickers
enable staff to see immediately if the information is relevant to them. Fast,
effective system outage notifications Although the nature of unplanned outages
means that the processes in place are reactive, outage notification templates have
been created in the Snap Comms message manager for a variety of different types
of system outage notification. The templates are copied and updated for each
incident meaning they are quick and easy to
deploy when the team is under
pressure — The Desktop Manager says that putting out a scrolling desktop ticker
is “quicker than writing an email.” Targeted system outage notifications In situations
where the outage relates to just one system or location, the scrolling desktop
tickers are easily customized and sent to just that specific group of users.
The facility to target dedicated machines as well as user accounts enables the
IT team to convey information to employees in a particular location and to
those without an email account. Message Reporting There is an extensive
reporting facility within the Snap Comms messaging software which the organization
actively uses. On a monthly basis they run reports looking at the number of
messages issued and read. Similarly, when a director says they were not aware
of an outage, the team is able to run a report and show them who saw the
notification.
Answer
the following question.
Q1. What are the benefits of
SnapComms’ Scrolling Desktop Tickers? Debate.
Q2. Give an overview of the case.
Business Communication
Case
Study 1
Josh Miller is a finance student at
a business college. He likes numbers and feels comfortable with order,
structure, and rightor wrong answers. As part of the graduation requirements,
all students must take classes in speech and writing. Josh becomes nervous
about writing reports or giving speeches and doesn't see the connection between
the required class and his finance studies. One of Josh's biggest stumbling
blocks is thinking of topics. He experiences writer's block and generally
delays any project until the last possible minute
Answer the following question.
Q1.
What would you suggest to help him see the value of speaking and writing well?
Q2. Give an overview of the case.
CASE
STUDY (20 Marks)
SnapComms help Freedom Healthcare
to Reduce Internal Marketing Communications Costs SnapComms help Freedom
Healthcare to reduce internal marketing communications costs using; interactive
screensavers, scrolling newsfeeds, employee discussion forums and staff magazines.
(PRWEB) March 31, 2010 -- SnapComms announced today that Freedom Healthcare has
signed a contract to use the SnapComms Internal Marketing Communications tools
to deliver internal marketing and information updates to employees. Freedom
Healthcare specialise in aged care and disability products and has established
itself at the forefront of its industry by continuously developing and
producing innovative and durable products. “We wanted a way to deliver
information to relevant departments of the business in an instant manner that
places the least amount of responsibility on employees to keep up to date with
events” explains Yusuf Cajee, Marketing/Product Development, Freedom
Healthcare. “Instant internal marketing communication via the SnapComms
channels will help us save on internal marketing costs such as printing and
publishing” continues Yusuf. Yusuf plans to use the SnapComms internal
marketing communications tools within the business for vital employee
communications. The tools will also be used between all Freedom Healthcare
wholesale agents for broadcasting information concerning new product
developments, product recalls and general information. Finally, Yusuf plans to
use the SnapComms tools as a marketing tool aimed at key customers promoting product
specials, new product development and general news. When asked why Freedom
Healthcare had chosen the SnapComms internal marketing tools, Yusuf stated
“They are easy to use and have great flexibility in the style of message that
can be displayed. They are also easy to implement with no complicated network
setups required.” The SnapComms solution is a suite of interactive employee
communications tools that display messages directly onto employee computer
screens. Features include the ability to target messages to particular groups
of employees using existing distribution lists; a Content Manager to delegate
administration rights so that different authors can communicate with their own
groups of employees; and a reporting tool to check whether employees have
received and replied to messages. The suite includes an interactive screensaver
tool which displays internal marketing messages in place of a standard
screensaver. Video, flash, image, html and text content are all options. Each
message can contain hyperlinks to direct staff to more information on the
organization’s network, intranet or internet. The desktop news feed tool
displays important internal marketing updates using an on-screen scrolling bar.
It can broadcast existing RSS feeds or simple text updates. Scrolling headlines
can hyperlink to intranet pages or other resources. PRWeb eBooks - Another
online visibility tool from PRWeb The visually-branded pop-up alert tool makes
sure employees learn about important news as soon as it occurs. It can display
video, text and other types of content. The SnapComms enterprise communications
software was created in 2002 by an intranet manager looking for better ways to
communicate with employees.
Answer
the following question.
Q1.
Give an overview of the case.
Q2.
How the internal communication of the Healthcare company was developed in the
company? Explain.
CASE
STUDY
Employees were very positive
about the Snap Comms employee communications tools and the pilot process in
general. The pilot team set up an escalation process for employees to leave
feedback. “We did not receive one single negative comment about Snap Comms, the
offline time or anything to do with this pilot or process.” A survey was also
conducted with staff in the pilot group to assess their satisfaction with each
of the Snap Comms tools. The results were very encouraging and endorsed the
positive feedback that the Internal Communications team had received during the
course of the pilot. Standard metrics that were collated for AHT, such as problem
resolution, customer satisfaction and commissions were broken down so that
results for the pilot and control groups could be separately identified.
Improvements in resolution rates were made following the pilot. In terms of
commissionable sales, the GenY pilot group performed better than the control
group and their GenX and Baby Boomer counterparts, and suffered more when the
offline time was withdrawn. Following were the key benefits of Snap Comms
channels • Messages delivered fast and read promptly by employees • Easier for
employees to access critical or time sensitive information • Comprehensive,
robust reporting and measurement • Reduced volume of content sent due to
content filtering and aggregation • Visual, fun and eye catching ways to send
information • Reinforced employee learning
Answer the following question.
Q1. What was the impact SnapComms
on business KPIs? Comment.
Q2. What was the employee response
to the SnapComms? Discuss.
CASE
STUDY (20 Marks)
The challenges of communicating
with nine previously independent businesses spread across a number of countries
and speaking three different languages (English, Dutch and Papiamento) were
significant. Hamlet had no single tool that would enable her to communicate
across all the different territories. Email servers on the same network were
only operational in the businesses in the English-speaking locations (Trinidad
and Tobago, Barbados and Jamaica), whereas the businesses in the Dutch
Caribbean (Curaçao, Bonaire, Aruba and Sint Maarten) were operating different
email platforms. While Hamlet concluded that there were fewer cultural
differences between the countries than she had anticipated, she found that
employees were more connected to the local business brands they worked for
rather than seeing themselves as members of a larger group. So it was vital to
Hamlet that the solution she implemented gave her the ability to communicate
the group’s new vision, mission and values in a consistent and engaging way.
She
also needed to ensure that
communications did not come across as “Trini-centric” (Trinidad being the
location of the Head Office of the group) or come across as imposing to
employees. Hamlet’s research into a software solution that would allow her to
communicate more effectively with the distributed workforce led her to the
SnapComms internal communication software and in July 2012 Guardian implemented
four of the communication channels — Desktop Alert Software, Scrolling Desktop
Tickers, Employee Newsletter and Internal Staff Survey tool. Instrumental in
her choice was the fact that she could deploy the internal communication tools
immediately and would have no ongoing reliance on her IT department to
administer them. Hamlet has been pleasantly surprised by the fact that the
SnapComms software delivers on its promise and really is as easy to use as it
is claimed.
Answer
the following question.
Q1.
How it was possible to communicate across multiple languages and platforms?
Explain.
Q2.
Discuss about SnapComms software.
Business Communication
Q1. Give significance of usage of
‘full Stop’, ‘Comma’ & ‘Question Mark'
Q2. Write note on Defamatory
Terms
Q3. What are the requisites of a
good business letter ?Explain any 6 in brief
Q4. Write a short note on role of
Chairperson
Q5. Which are the important
preparatory points? Explain any 3
Q6. List the 10 Communication of
Improving listening Skill
Q7. What are the Critical
thinking Skills for effective listening?
Q8. What is reading Efficiency? List the factors
affecting it
Business Communication
Q1. Give the Structure of an
interview
Q2. Which are the areas where
participants have to play an important role in a meeting
Q3. Which are the important
preparatory points? Explain any 3
Q4. Write notes on Negotiation
Climate
Q5. Mention the 4 P’s of
negotiation
Q6. What are the listening
techniques? Explain Any?
Q7. What are the gateways of
Communication in an Organization
Q8. List the measures to overcome Communication
barriers.
Business
Communication
Q1. Which are the Qualities apart from leadership
looked for GD (10 marks)
Q2. Summarize the negotiating tactics (10 marks)
Q3.
Write notes on Bargaining Strategies (10 marks)
Q4. Which are the factors affecting negotiation (10
marks)
Q5.
Mention the 4 P’s of negotiation (10 marks)
Q6.
State the various ways of delivering the speech (10 marks)
Q7.
Write notes on Analysis during Presentation (10 marks)
Q8.
What guidelines follow for effective reading?
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