DRIVE-FALL 2013

PROGRAM-MBA
SEMESTER-I
MB0039 Business Communication
Q1. Nonverbal communication is ambiguous. Explain the statement with example. Also discuss in brief the
types of non-verbal communication. (Explanation of statement, Types of non-verbal communication) 4, 6
Answer: Non-verbal communication is ambiguous
While precise words can be used in verbal communication to ensure that the message is clearly understood, nonverbal communication is not always clear and easy to understand. For example, sitting back in a relaxed posture may
be a signal of boredom or fatigue. Similarly, avoiding eye contact with your audience could mean that either you are
nervous or guilty of something. Therefore it is not possible to accurately understand the messages conveyed by nonverbal behavior.
Example: Betty says, "That's not what I said!!!" Bob says, "Well that's what you meant!"
Ambiguous nonverbal communication has become the main subject matter for many situation comediess or "sitcom's". As I recall, I Love Lucy, Three's Company, and the more recent sitcoms, Married with Children, and Seinfeld
are all sitcoms based on ambiguous nonverbal and verbal communication. (The actors would get different meanings
than the audience would, so the audience would get two different sides throughout the entire episode.)
Classification of Non-verbal Communication
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 1 lists the different types of non-verbal
communication, with the corresponding communication terminology.

Table 1: Different types of non-verbal communication

Q2. What are the strategies for effective listening? Discuss each of them in short. (Listing each of them,
Explaining in brief) 2, 8

Answer:
Strategies for Effective Listening
Although a number of barriers stand in the way of effective listening, these can be overcome through conscious
efforts, training and practice. Some of the suggested methods to overcome barriers of effective listening are as
follows:
Create a conducive environment
Select face-to-face channels
Be open-minded and avoid distractions
Use non-verbal cues to indicate active listening
Use verbal communication to indicate active listening
Listen first before responding
Use the speaker-listener gap constructively
Do not be judgmental
Let us discuss each of these briefly.
Create a conducive environment
To an extent, you can try to control the environment in which communication takes place, so that listening can take
place without any distractions. The physical barriers to listening can be overcome by:
Ensuring a proper sound system and acoustics so that the speaker is audible.
Avoiding places with high levels of activity, loud noises from the outside environment and poor air
conditioning systems.
Shutting off mobile phones and telephones.

Select face-to-face channels

Listening is less accurate in the absence of face-to-face communication. For example, listening to and understanding
ideas correctly over the telephone are much harder than through a face-to-face meeting. Take the case of calling a
restaurant and placing orders over the telephone for home delivery of a meal. The chances are that your orders may
not be understood correctly. Therefore, as far as possible, arrange face-to-face contact to ensure more accurate
listening.
Be open-minded and avoid distractions
Listening is an exhausting activity which requires the right attitude and mindset. You have to focus your attention
completely on what the speaker is saying, without letting your mind wander. This kind of concentration can be
developed through various techniques and through constant practice. In addition, it is also important to rid yourself of
the notion that you have nothing new to learn from the other person. Even if it is a subject about which you may be
knowledgeable, the speaker may offer a different perspective or point of view. Therefore, it is important to listen
actively.
Use non-verbal cues to indicate active listening
It is important to communicate to the speaker that you are listening actively to what he/she is saying. This can be
done even without verbal communication. All the different aspects of non-verbal communication discussed earlier
should be used for maximum effect. For example, maintaining steady eye contact with the speaker, sitting up with an
erect posture, nodding now and then to show appreciation and understanding and appropriate facial expressions are
some of the ways in which your nonverbal communication can indicate that you are involved in what the speaker is
saying.

Use verbal communication to indicate active listening

While non-verbal behavior by itself can communicate that you are an active listener, it is also important to engage in
verbal communication with the speaker. Silence is often interpreted as lack of understanding or attention. In order to
convey that you have understood the speakers message you need to:

Seek clarifications.
Give feedback and suggestions.
Paraphrase in your own words what the speaker has said.

Listen first before responding

Always let yourself finish listening before you begin to speak. Avoid the tendency to formulate your own response,
even before you have listened completely to the speakers words. If you are too busy thinking about what to say next,
you may miss the main point that the speaker is trying to make. This also gives the speaker the impression that you
are pre-occupied or rude.
Use the speaker-listener gap constructively
It was pointed out earlier that listeners have the ability to absorb information faster than the speakers rate of speech.
This spare time available to listeners is often misused by letting the mind wander and is one of the physiological
barriers to listening. One way of overcoming this barrier is to try to use this spare time to note down what the speaker
has said, review what has been said so far and anticipate what the speaker may say next. Thinking ahead of the
speaker and trying to guess where his/her talk is leading is a good strategy for effective listening. This is not easy, but
can be learnt through proper training.
Focus on the verbal and non-verbal message
Listening involves not only hearing and understanding the meaning behind the words, but also being alert to the nonverbal behavior of the speaker. The importance of non-verbal cues has been emphasized throughout this SLM. It is
important to watch for any positive or negative messages that may be conveyed through the speakers tone of voice,
facial expressions, gestures and outward appearance.
Focus on the content, rather than the delivery
In order to grasp the true meaning of what the speaker is saying, it is important to concentrate on the content of the
message, rather than on how the message is delivered. For example, looking at the power point slides during a
speakers presentation may distract your attention from the main point that the speaker is trying to convey. Similarly,
being over critical of the speakers accent or mannerisms may make you miss the essence of the message.
Ask questions of yourself and make notes
In order to engage in active listening, you also need to ask certain questions to yourself while listening. For example,
What is the key idea that the speaker is trying to convey?, How does this fit in with I already know on the
subject? or How is this presentation organized? are some possible questions that you could jot down along with
the answers.
Do not be judgmental
Judgmental listening can destroy empathy. You can listen nonjudgmental by the following measures:
Adopt a non-confrontational approach This will make the other person feel secure and open up.
Identify common interests Common interests help in bonding with the speaker and create an atmosphere of
trust.
Avoid leading questions Leading questions can be confrontational and create frustration and anger.
Avoid minimizing the problem When you minimize a problem, you appear to be judgmental.

Q3. How does general writing differ from business writing in terms of language style and tone? (Aspects of
business writing, examples) 8,2
Answer:
Technical Writing vs General Writing

Everyone does not have the flair for writing as not everyone is a good orator. However, there are ways to improve
ones writing to make it more compelling, error free and clear to reach the minds of the writers. Words are mightier
than a sword in the sense that they inspire, educate and entertain people. But not all writing is equal or same. General
writing, such as writing your thoughts and opinions about a social issue, is totally different from another style of
writing called as technical writing. One should not confuse between the two styles, technical writing and general
writing, as they serve very different purposes and are also meant for vastly different audiences.
General Writing
While writing on general subjects, the writer must place himself in the shoes of a reader to see the effect of his own
writing. Writing a weak piece of prose is not that serious when compared to a piece full of errors. This is when the
readers get confused and distracted. People respect high quality writing and tend to take the writer seriously when the
piece is error free and the message comes out clearly.
Spelling and grammar mean a lot to a reader. He gets irritated when he sees such mistakes as he expects nothing less
than perfect from a printed piece of paper. This is where spell check and editing after you have finished writing
comes handy. After this of course is the content, it should be logical and sequential so that there is no reason for
ambiguity and obscurity in the minds of the readers. Another important ingredient is life. The content should be lively
to keep the reader interested.
Technical Writing
Technical writing is a form of writing that is more seen than any other type of writing with people not even realizing
the fact. The essence of all technical writing is HOW. At a simple level, you can take the examples of a cookbook full
of recipes or an instruction manual on how to operate a mobile as technical writing. A good part of technical writing
is not meant for general public. This includes business writing to communicate with management, employees and
other businesses and is full of jargons related to the world of business.
In a wider sense, textbooks of science subjects are also examples of technical writing. If you are a student of
photography, any book containing information that is valuable to you is a form of technical writing as it contains
words that common public may not understand or appreciate.
Whether intended for general audience or for specific readers, technical writing should be clear and concise. It should
be helpful for the readers it is intended for. Although technical writing is certainly different from writing a story or a
poem, any technical writing must have content presented in as such a manner that it has the ability to engage the
reader. It should have material arranged in a manner that the reader gets the information that he is seeking and also
understands the subject matter easily.
In brief:
General writing vs Technical writing
General writing and technical writing are two different styles of writing
Though the basics remain the same (both need to engage the reader and must be free from spelling mistakes and
grammatical errors), technical writing is considered a little more difficult than general writing as it needs to provide
information in a clear cut manner that the reader is able to assimilate and understand.
General writing is more about arousing the interest of the reader whereas technical writing has the sole objective of
making the reader understand a topic in an interesting manner.
Technical writing has general guidelines to follow and it has to be clear and concise. It has to be in first person and
avoid passive voice.

Q4. One has to decide whether it is necessary to have a meeting and then start planning for it. What types of
meetings you can call for your business related activities? (Meetings, Types) 2, 8
Answer:
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. Therefore, while meetings
may be more or less formal in the way they are conducted, they need to be planned, irrespective of the nature of the
meeting.
Types of 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 organizations these types of meetings may be called regularly for the main purpose of exchanging
information on a topic of relevance to the organization. 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.
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.

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 organization 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.
Q5. What is memo? When you write a memo, what language and writing style will you follow? Explain.
(Meaning, Language and style) 4, 6
Answer:
Memo
Written communications include memos, notices, circulars, organization periodicals, etc communicated via e-mails,
bulletin boards, etc. Written communication is preferred over other forms of communication as it provides a tangible
and verifiable record of the information that was exchanged. The record can be stored for an indefinite period and
hence, in case of any concern on the communicated message, it is physically available for verification. This is very
useful for communication that involves complex and lengthy information. For example, the company's marketing

plan for a new product contains a number of tasks spread out over several months and numbers of stakeholders are
associated with it. Writing it down helps to communicate the plan effectively to all and it will be readily available for
reference over the entire life span of the product. Written communication can be used for both informal to formal
communication. As it can be easily duplicated, many individuals in the organization can receive the message
simultaneously making it highly flexible. The errors made in written communication can be easily identified. Hence,
individuals who prepare it take extra care. Thus, written communications are likely to be well thought out, logical
and clear. Memo is one of the most important forms of written communication in an organization. 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 memorandums 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 organization. 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. It is important for the business executive to know how to write
condensed reports or memos. Often, business executives may also be asked to condense business articles for their
superiors. 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.
Given its importance, we shall briefly discuss how to write a prcis.
Language and writing style of a memo
As a memo is a short, informal report, the following points have to be remembered regarding the language and style
that is used:
Be concise It is important to be brief and focus on the point, so that the memo does not exceed two pages in length.
Make the sentences and paragraphs short, limit each paragraph to five lines or less and use bullet points wherever
possible. If you are giving reasons, number them or put them in separate paragraphs with double line spacing.
Otherwise use single line spacing between lines.
Use active not passive voice As mentioned earlier, use of personal pronouns and active voice is permitted in a
memo, unlike a formal report where the passive voice must be used for the sake of objectivity. In other words, it is
appropriate to say for example that Based on my experience, I feel that the budget is not adequate.
Use simple language In earlier units, the importance of using simple English was emphasized. It is a good practice
to use short and simple words. At the same time avoid trying to impress the reader by using unnecessary jargon.
Avoid giving too many reasons Although, it is important to provide a justification when you make a request or try
to persuade someone to do something, do not overdo it. In general, a reader can only absorb a maximum of six or
seven reasons at once. Therefore, do not overstate your reasons.
Close with a call for action Do not leave the reader hanging. If you wish to persuade the reader to accept your
request or recommendation, you must say it clearly using action words and indicating a time frame or limit. For
example, I would like to discuss this in person with you and get your approval before the end of this week.
Therefore, while writing business memos it is important to have clarity in writing, use short and simple words, use
positive language, keep paragraphs unified and coherent, have one idea in one paragraph and use right tone.

Q6. Write short notes on:

a) Business letters
b) Group discussions
(a) Meaning and importance of business letters b) Meaning and role of GD) 5,5
Answer:
Meaning and importance of business letters

Business letters are used primarily to communicate with external stakeholders such as consumers, intermediaries,
government and bankers. The principles of business letter writing are somewhat different from the principles of
writing general letters. Business letters are much more formal than general letters. Before we go into the specifics of
business letter writing, let us look briefly at some of these principles.
The principles that govern writing business letters are:
Consideration and courtesy It is very important to retain the goodwill of customers and other external public. A
discourteous, rude letter can make you lose business. Therefore, the business letter should be extremely polite at all
times and mindful of the Ps and Qs, i.e., the words please, thank you and sorry. Even if you happen to get a
rude letter from a customer, you must respond politely, in order to retain the customer.
If the company has been at fault, it is important to apologies to the customer for the mistake and for the
inconvenience caused. The overall tone should not be negative. For example, avoid saying We cannot grant your
request. Instead state it in a more tactful way, explaining the reasons for not being able to grant the request. You can
write, As the warranty period has expired, we are unable to grant your request of servicing the product without any
charges. If you are sending a job rejection letter to a candidate, it should be worded politely and in a positive tone.
For example, instead of saying We will be open 24 hours, say You can avail round-the-clock service.
Directness and conciseness Business letters should be brief and to the point, avoiding unnecessary details and
round about expressions. A typical Indian tendency is to be too wordy or verbose, using redundancies and
unnecessary words. Business letters should give maximum information to the reader, using minimum words.
Clarity and precision Business letters should be clearly worded, and avoid the use of jargon, technical terms and
slang words. Concrete words should be used, so that there is no ambiguity.
Example: Instead of saying I received your communication, it is better to be more precise and say, I received
your letter. The letter should include a single main idea and paragraphs should be used to elaborate on sub-ideas.
Appearance Apart from the content, the format, layout and overall look of the letter should be equally appealing to
the reader. Attention should be paid to the quality of paper used. The margins should be appropriate, including one
inch on each side and one and a half inches on top and at the bottom.
Meaning and role of GD:
Group Discussion
A GD is a methodology used by an organization to gauge whether the candidate has certain personality traits and/or
skills that it desires in its members. In this methodology, the group of candidates is given a topic or a situation, given
a few minutes to think about the same, and then asked to discuss it among themselves for 15-20 minutes.1In a GD,
the members are expected to arrive at a common consensus. During the discussion, it is important that the intention
of the members is to facilitate the exchange of views. All the members of the group are required to participate and to
listen to the views of the other members. As a speaker, you should modify what you say, based on the points that the
other members of the group make, while the discussion is in progress.
The purpose of GDs is to measure certain traits of the participants, which are otherwise difficult to identify and take
time to assess. It is common for people who can communicate their ideas well and discuss effectively with others, in
a one-to-one situation, to become silent in a group situation. They will not be able to present or discuss their ideas
with the other members of the group. A GD helps to identify people who have such group skills and people who do
not. Today, it is very essential for job applicants to have group communication skills. When you enter the real world,
you do not work in isolation. Decision making takes place after discussing relevant issues with others be it
superiors, peers or subordinates. Very often, you will need to interact with more than one person at the same time,
which is very similar to a GD type of situation. A GD is coordinated by a person known as the moderator.
Sometimes, there may be more than one moderator. The moderator is a neutral person, either from the organization
conducting the GD, or a professional. The moderator is normally an experienced person who has the ability to judge
the performance of every member of the group, even if it is a large one. The moderators primary role is to evaluate
the performance of every participant. He/she is the one who announces the topic and keeps track of the time and the

way in which the GD progresses. Generally, the moderator does not interfere during the GD. However, the moderator
can intervene in the following two situations:

When the group discusses points that are not relevant to the given topic.
When the discussion does not take place in an orderly manner.
In the first case, the moderator may interfere to bring the discussion back on track. In the second case, the
moderator may stop the GD temporarily, till order is restored. The moderator also has the right to ask a
participant, who is dominating the GD to stop talking. In other words, the moderator is only a facilitator or an
observer, who is present to help the smooth functioning of the GD and to evaluate the participants during the
process.
The GD is highly structured. The seating arrangement for a GD is decided by the moderator. Generally, the
participants are made to sit in a circular or semi-circular fashion, a U shape, or in a rectangular boardroom
seating arrangement. In most cases, the group size ranges from 8 to 15 participants per group. However, it
may also be larger, depending on the organization which is conducting the GD.
The participants are allotted specific seats in the GD. The time that is normally allotted to a group for
discussing the topic is 15 20 minutes. However, it is up to the moderator to terminate the discussion much
earlier, or to extend it by a few more minutes.