SMU MBA (Assignment Semester – I) – Business Communication (MB0039)

[su_note note_color=”#64ef94″ radius=”6″]Semester – MBA 1st Semester
Subject code – MB0039
Subject Name – Business Communication[/su_note]

Q. No 1 What are the various types of communication? Describe the classification of non-verbal communication?

Ans.1

Types of Communication

Broadly, communication may be divided into two types, they are:

• Verbal communication
• Non-verbal communication

Let us briefly discuss these two types of 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. Verbal communication may be divided into two types. They are:
• 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 latter’s behaviour in some way or the other.
• Written communication – This type of communication is the correspondence made in writing. It can be handwritten, printed or typed.
• Non-verbal communication – This type of communication may be defined as communication without words. It refers to any way of conveying meanings without the use of verbal language. The game of ’dumb charades’ is a perfect example. Non-verbal communication is generally unintentional, unlike verbal communication. All of us tend to communicate silently and unknowingly send signals and messages by what we do, apart from what we say.

Classification of Non-verbal Communication

We have discussed how non-verbal communication plays an important role in business communication. Given its importance, an understanding of the different types of non-verbal communication is essential.

Non-verbal communication can employ audio and video signals to communicate messages. The ringing of a telephone, blaring of a siren are examples of audio signals. A blaring siren in a factory can indicate to workers that their shift has come to an end. By using audio signals, we can communicate to a vast number of people scattered over a large area. Visual signals include posters, charts, graphs and drawings. Visual signals grab the attention of the people. They can be used to overcome linguistic barriers.

There is a common misconception that non-verbal communication is synonymous with body language and includes only body language. The fact is that it is a vast area which has been widely researched and includes several aspects. The table 2.2 lists the different types of non-verbal communication, with the corresponding communication terminology.

Table 2.2: Types of Non-verbal Communication

Description	Communication Terminology
Body language	Kinesics
Touching	Haptics
Personal space and distance	Proxemics
Use of time	Chronemics
Tone of voice	Paralanguage
Physical environment	Physical context

Q. No 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.

Ans.2

Writing experience

Good listening is arguably one of the most important skills to have in today’s complex world. Families need good listening to face complicated stresses together. Corporate employees need it to solve complex problems quickly and stay competitive. Students need it to understand complex issues in their fields. Much can be gained by improving listening skills. Eight barriers to effective listening.

Most of us are terrible listeners. We’re such poor listeners, in fact, that we don’t know how much we’re missing.

“Knowing the answer” means that you think you already know what the speaker wants to say, before she actually finishes saying it. You might then impatiently cut her off or try to complete the sentence for her.
Barriers to Listening

As pointed out earlier, listening is not easy and there are a number of obstacles that stand in the way of effective listening, both within and outside the workplace. These barriers may be categorised as follows:

• Physiological barriers
• Physical barriers
• Attitudinal barriers
• Wrong assumptions
• Cultural barriers
• Gender barriers
• Lack of training
• Bad listening habits

Let us now briefly discuss these barriers.

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.

Physical barriers

These refer to distractions in the environment such as the sound of an air conditioner, cigarette smoke, or an overheated room, which interfere with the listening process. They could also be in the form of information overload. For example, if you are in a meeting with your manager and the phone rings and your mobile beeps at the same time to let you know that you have a message; it is very hard to listen carefully to what is being said.

Attitudinal barriers

Pre-occupation with personal or work related problems can make it difficult to focus one’s attention completely on what a speaker is saying,.

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.
Cultural barriers

Accents can be barriers to listening, since they interfere with the ability to understand the meaning of words that are pronounced differently.

Gender barriers

Communication research has shown that gender can be a barrier to listening.

Q. No 3 Describe any 5 types of presentations with examples and their target audience.

Ans.3

Oral business presentations are a powerful way of presenting your ideas to others and are usually called for when a written memo or report is not sufficient to do the job. A written report tends to be less persuasive and may also be set aside without being read, whereas an oral presentation commands attention and fetches immediate feedback. Besides, approval for important ideas is rarely given without a face-to-face explanation.

Presentations may be made to both internal audiences – superiors, peers and subordinates, as well as to external audiences – consumers, intermediaries, bankers, suppliers etc. Presentations may also be of different types, each with a different purpose. Some of the most common types of presentations and the audiences to whom they are addressed are mentioned in table 6.1.

Table 6.1: Types of Presentation and Target Audience

Type/Purpose ofPresentation	Example	Audience
Briefing and Information	New online leave application procedure	Employees
Orientation	Orientation to new joinees	Employees
Training	How to operate a new software	Employees
Reporting ResearchFindings	Consumer satisfaction survey	Superiors
Reporting Progress	Report of weekly sales	Superiors
Highlighting Company’sAchievements	Reporting awards won by the Company	Media
TV and Radio Interviews to describe Company Viewpoints	Describing company’s position on environmental issues	Society at large
Introduction	Overview of the company	New employees
Product Presentation	Highlighting features of a new product	Consumers, intermediaries
Project Proposal	New project undertaken by the company	Bankers
Policy Proposal	New mobile phone expense reimbursement policy	Superiors
Marking SpecialOccasions	Presentation at company anniversary celebrations	Internal and external audiences

Q. No 4 Explain the different types of meetings.

Ans.4

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.”1 This definition implies that meetings are not aimless discussions, but they require careful planning and revolve around a specific topic that is decided in advance.

At the outset, let us discuss the different categories of business meetings:

1. 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.

2. 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.

3. 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 company’s joint ventures, overseas collaborations or plans for acquisition.
• A weekly meeting of top executives may be held to discuss the activities of the company’s 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.

4. 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.

Q. No 5 You are going to face a job interview for the post of Manager-operations. Which aspects you will keep in mind while facing the interview?

Ans.5

During the job interview

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

• Opening formalities – Since it is important to create a good first impression, the way you greet and introduce yourself is important. Using the name of the interviewer correctly, giving a firm handshake, waiting till you are asked to be seated and sitting with an erect posture are common courtesies that should be observed to project a good image.
• Non-verbal communication – Apart from a firm handshake and erect posture, your non-verbal behaviour should indicate that you are confident and attentive to what the interviewer is saying. Direct eye contact, facial gestures and nodding to show that you are listening are all important aspects of non-verbal communication that should be observed during the interview.
• Group interviews – A group interview is one where a panel of interviewers interview a single applicant. The group may comprise people from different functional areas in the organisation, such as HR, Marketing and Finance.
• Two-way interview – Although the applicant’s task is primarily to listen and the interviewer’s job is primarily to ask questions, it is in the hands of the applicant to make the communication a two-way process. Apart from answering questions, the interviewee should show interest in the job and the company by asking relevant questions, wherever possible.
• Honesty and humility – It is important to be honest and to avoid giving vague answers or beating around the bush, if you do not know the answer to a particular question. Employers appreciate honesty, rather than over-smart answers.
• Positive answers – Do not speak ill of your previous employers. If asked about your previous experiences, you may give honest feedback, but you should do so tactfully. Your answers should always end on a positive note.
• Salary discussion – Any discussion on salary should be initiated by the interviewer and not by the interviewee, especially during the initial interview. When asked about your salary expectations, you should indicate a range, rather than a specific figure.
• 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.

Q. No 6 Write short notes on:

a) Internet
b) Intranet

Ans.6

(a) Internet

The internet is sometimes called simply net. It is basically a network of computers interconnected across the worldwide. It is accessible to everyone in the world. These interconnected computers share data through a standard protocal called TCP / IP. It’s connected with billions of computers across private, public,government,business and education sectors.
Benefit of internet –

Reduced Mailing Expenses

Using Internet resources for your business can reduce or eliminate the need for traditional postal mailing and all of the costs associated with that contact method.

Improved Efficiency

The SBA explains that Internet Application Service Providers (ASPs) provide a variety of ready-made applications to help you run day-to-day operations in your business.

Globalization

While computers have been blamed for decreased activity and interaction in the local community, the Internet has been credited with providing a window into the global world.

Cost Effectiveness

Perhaps the most obvious benefit of the Internet is cost savings. Information at faster speeds saves time, which either saves or makes money. Many functions in the business process.

(b) Intranet

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. This is as opposed to an ’extranet’, which is also an internal or private website, but where access privileges are also extended to external stakeholders of the company, such as customers, suppliers, partners and others.

Benefit of Intranet –

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.

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.

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.

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.

Click here for SMU MBA First Semester Assignment