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INTERNATIONAL DIPLOMA IN COMPUTING/

BUSINESS MANAGEMENT
Assignment

STUDENT NAME : U.W.N.N Nayanathara


EDHAT REGISTRATION
:
NO.

PROGRAMME : International Diploma in Computing/Business Management

SUBJECT CODE & TITLE : GCU0102 Personal Skills Development

ASSIGNMENT TITLE :

Summary of the Learning Outcomes Covered:


1. Demonstrate and deliver a range of skills in personal communication
2. Understand the using time wisely and demonstrate to manage the time
3. Analyze the situations and making correct and feasible decision
4. Understand the stress and the use the ways to minimize the stress as a life skill

ASSIGNMENT TYPE : Individual

DATE : 25/03/2014

DUE DATE : 04/05/2014

DATE SUBMITTED : 03/04/2014

ASSESSOR : Mr. L.H.A Ishanka Sajith

INTERNAL VERIFIER :

PLAGIARISM:
While research and discussion are an essential part of an assignment, the deliberate copying
of someone elses work or unacknowledged copying from printed or electronic sources is
NOT permitted. You may be subject to disciplinary procedure if you do this. You should sign
this sheet to show that you comply with these regulations.

Students Signature: Date: _____/_____/ ___________

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T01 T02 T03 T04 T05 T06 T07 T08

TOTAL SCORE(Average of the above)

Assessor Comments:

Date:_____/_____/
Assessor: Signature:
___________

Internal Verifiers Comments:

Date:_____/_____/
Internal Verifier: Signature:
___________

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Allocated Given
TASK 01 Marks Marks
1.1 Explain the differences between data & information 15
1.2 Explain the term called communication with the list of communication barriers 10
1.3 Explain the Characteristics of effective meeting 15
1.4 Explain the process of communication by using a clear sketch diagram 20
List down & briefly explain the different types of communication that can be used
1.5 15
in office environments
1.6 Explain the term called a pleasing telephone personality 5
1.7 List down the characteristics/skills of a good Listener and Objectives of Listening. 10
When selecting a medium to communicate with another party, what are the things
1.8 that you must consider about? 10

Total 100

Allocated Given
TASK 02 Marks Marks
2.1 List down & briefly explain the objectives, purposes of meetings. 25
2.2 State the different types of meetings & list some examples under each type. 20
2.3 Explain how an agenda helps to properly conduct a meeting. 25
2.4 Explain what are Minutes & the importance of recording the minutes. 20
2.5 List down at least ten characteristics/skills of a good speaker. 10
Total 100

Allocate Given
TASK 03 d Marks Marks
3.1 Explain what is meant by Advertising 25
3.2 List down & briefly explain what are the effective advertising methods available 25
By taking an example explain about the competition in advertising (feel free to use
3.3 30
local to international examples)
3.4 Explain how presenting supports to introduce a certain product to a market. 20
Total 100

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Allocate Given
TASK 04 d Marks Marks
Conduct a simple research work about the following topic in order to evaluate your
time management skills. Use of new technologies in communication (your research
work must at least cover five topics/areas)
Produce a Gantt chart to show how the time has been utilized & activities has been
4.1 50
managed under the above research work.
Briefly explain how difficult/ easy it is for you to work according to a certain dead
4.2 20
line.
4.3 By using a tabular format, prepare a time planner for the above activity. 30
Total 100

Allocate Given
TASK 05 d Marks Marks
Following areas has to be properly managed & given priority when it comes to
reaching to success & completing your work. Briefly explain the following topics &
state how you manage the following areas to effectively complete your work.

5.1 Workload & time management 50


5.2 Stress Management 25
5.3 Daily Routine change management 25
Total 100

Allocate Given
TASK 06 d Marks Marks
Assume you are working in a locally governed advertising company that operates all
its businesses even in an international level. And the owner of the relevant company
has decided to handover the management to a Korean management consultancy
company. There will be no new recruitments except top management authorities.
Same no of employees will be working under the operational level under their
current designations. So before handing over the management to Korean
management authorities, as the director of the business you should analyze and get
solutions for future issues. The solutions that you supposed to be taken cannot be
badly impacts to the new intended management.

6.1 List down & briefly discuss what types of issues that may arise 20
6.2 List down & briefly explain what are the benefits that may arise due to above change 35
6.3 What are the systematic approaches you may apply to handle the problems? 45
Total
100

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Allocate Given
TASK 07 d Marks Marks
7.1 Explain Pareto Analysis. 10
7.2 List down 6 Cs of decision making and explain them 15
What are the main criteria/s you will be considering while deciding whom to be
7.3 10
involved in decision making?
7.4 What is SWOT analysis? Explain strategic use and creative use of SWOT analysis 15
7.5 Explain the Decision making stages and Decision making styles 15
Do we have to forecast about the when making decisions? State your answer &
7.6 15
justify the answer
7.7 Why innovative ideas are important to the companies/organizations 10
7.8 Explain the barriers in decision making process 10
Total 100

Allocated Given
TASK 08
Marks Marks
8.1 Define what is meant by stress. 10
8.2 What are the most common causes for stress? 15
What are the common signs/symptoms of stress?

Physical symptoms /signs


8.3 30
Emotional symptoms /signs

Behavioural symptoms /signs


8.4 Briefly explain how stress affects to your daily routine 20
8.5 Briefly explain how can you analyze/measure the different stress levels of individuals? 25
Total 100

END OF ASSIGNMENT

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Acknowledgement

I take this opportunity to express profound gratitude and great regards

To my guide lecturer Mr. Ishanka Sajith

For his exemplary guidance, monitoring and constant encouragement

through the course of thesis.

The blessing, help and guidance given by him.

I also take this opportunity to express a deep sense of gratitude to

the manager of IDM Gampaha Branch for her cordial support,

valuable information and guidance

which helped me in completing this task through various stages.

Im obliged to staff members of my institute

for the valuable information provided by them I their co operation

During the period of my assignment.

Finally I thank my parents, sister and friends

for their constant encouragement.

Without that this assignment would not be possible!

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CONTENTS

Task 01
T 1.1 .. 09
T 1.2 .. 10
T 1.3 .. 14
T 1.4 .. 17
T 1.5 .. 18
T 1.6 .. 19
T 1.7 .. 20
T 1.8 .. 23
Task 02
T 2.1 .. 24
T 2.2 .. 25
T 2.3 .. 26
T 2.4 .. 28
T 2.5 .. 29
Task 03
T 3.1 .. 31
T 3.2 .. 31
T 3.3 . 36
T 3.4 . 38
Task 04
T 4.1 .. 40
T 4.2 .. 40
T 4.3 . 42
Task 05
T 5.1 .. 43
T 5.2 .. 44
T 5.3 .. 47
Task 06
T 6.1 .. 50
T 6.2 .. 53

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T 6.3 .. 55
Task 07
T 7.1 .. 57
T 7.2 .. 58
T 7.3 .. 59
T 7.4 . 59
T 7.5 . 61
T 7.6 . 63
T 7.7 . 63
T 7.8 . 65
Task 08
T 8.1 .. 67
T 8.2 .. 68
T 8.3 .. 70
T 8.4 .. 73
T 8.5 . 74

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Task 01

T 1.1
Explain the differences between data & information

Data
Data, which is the plural of the word datum, are basically just facts. These facts have not
been processed or dealt with and are in their rawest form. Because of this raw and possibly
unorganized form, data may sometimes appear random, overly simple, or abstract.
As data is raw facts and figures are data in brief and do not give a meaningful value directly
and cant be used to make decisions.
Data can be further broken down into either qualitative or quantitative. Qualitative data can
be observed but not measured, and deals with aspects that may be observed by the senses,
i.e. colour, texture, smell, taste, appearance, etc. Quantitative data is data that deals with
numbers and can be measured. Criteria such as length, height, area, volume, weight, time,
temperature, speed, cost, age, etc. are all considered quantitative in nature.
In the world of computing, the concept of data is formal. It can be represented in many
different ways, including tables, data trees, and graphs, among others. Data is the
information that is input into the computer as quantities, characters, and symbols, then
operations are performed on these data and stored as electrical signals then recorded on
magnetic, optical, or mechanical recording media. A computer programs component parts
are just sets of data that are made up of coded software instructions that control the
operations of a computer. This analytics course will help you work with data better as well
as perform analytics better.

Information
Information means processed data. They are meaningful. Therefore we can make decisions
by using data. Information is knowledge that has used and processed certain data and has
performed useful. Without data there is no information.

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Figure 1.1.1
Another difference between information and data is that information is a shortened
presentation of certain data at a single point. Data will always change as there is always
more coming in. Also, data is always correct. However, information can be wrong.

Information, like data, is a term that has applications when dealing with computers. If data
are the tidbits that are put into the computer, its information that comes out as a result. If a
companys marketing department inputs data culled from their customers, their program is
able to give them relevant information based on the data it was given.

Input Process Output

Data Information

Cant be used to Can be used to


make decisions make decisions

Figure 1.1.2

Data Information
1. Data means the facts which are to be 1. Information means processed data.
processed.

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2. Meaningless. 2. Meaningful.
3. Can be used to make decisions. 3. Cant be used to make decisions.

Example;
Data: Information:
1. Nadee Tharanga Student name: Nadee Tharanga
2. Biology -75 Total marks :229
3. Physics 78 Average :76.33
4. Chemistry-76

T 1.2
Explain the term called communication with the list of communication
barriers.

What is communication?
Communication is simply the act of transferring information from one place to another.
The different categories of communication are:
Spoken or Verbal Communication: face-to-face, telephone, radio or television and
other media.
Non-Verbal Communication: body language, gestures, how we dress or act - even
our scent.
Written Communication: letters, e-mails, books, magazines, the Internet or via other
media.
Visualizations: graphs, charts, maps, logos and other visualizations can communicate
messages.
Communication requires a sender, a message, and a recipient, although the receiver does
not have to be present or aware of the sender's intent to communicate at the time of
communication; thus communication can occur across vast distances in time and space.
Communication requires that the communicating parties share an area of communicative
commonality. The communication process is complete once the receiver understands the
sender's message.

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Communication Barriers

1. Language Barriers

Clearly, language and linguistic ability may act as a barrier to communication. However,
even when communicating in the same language, the terminology used in a message may
act as a barrier if it is not fully understood by the receiver.

2. Physical Barriers

An example of a physical barrier to communication is geographic distance between the


sender and receiver. Communication is generally easier over shorter distances as more
communication channels are available and less technology is required. Although modern
technology often serves to reduce the impact of physical barriers, the advantages and
disadvantages of each communication channel should be understood so that an appropriate
channel can be used to overcome the physical barriers.

Figure 1.2.1
3. Psychological Barriers

The psychological state of the receiver will influence how the message is received. For
example, if someone has personal worries and is stressed, they may be preoccupied by
personal concerns and not as receptive to the message as if they were not stressed. Stress
management is an important personal skill that affects our interpersonal relationships.
Anger is another example of a psychological barrier to communication, when we are angry it
is easy to say things that we may later regret and also to misinterpret what others are
saying.

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Figure 1.2.2

4. Physiological Barriers

Physiological barriers may result from the receivers physical state: for example, a receiver
with reduced hearing may not grasp to entirety of a spoken conversation especially if there
is significant background noise.

5. Systematic Barriers

Systematic barriers to communication may exist in structures and organisations where there
are inefficient or inappropriate information systems and communication channels, or where
there is a lack of understanding of the roles and responsibilities for communication. In such
organisations, individuals may be unclear of their role in the communication process and
therefore not know what is expected of them.

6. Attitudinal Barriers

Attitudinal barriers are behaviours or perceptions that prevent people from communicating
effectively. Attitudinal barriers to communication may result from personality conflicts,
poor management, and resistance to change or a lack of motivation. Effective receivers of
messages should attempt to overcome their own attitudinal barriers to facilitate effective
communication. Cultural difference is also an attitudinal barrier. The norms of social
interaction vary greatly in different cultures, as do the way in which emotions are

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expressed. For example, the concept of personal space varies between cultures and
between different social settings.

T 1.3
Explain the Characteristics of effective meeting

With proper planning and preparation, any meeting can be effective and enjoyable.
Meetings have several functions. They give members a chance to discuss and evaluate goals
and objectives, keep updated on current events, provide a chance to communicate and keep
the group cohesive. But most of all, meetings allow groups to pull resources together for
decision making. If the facilitator starts with a careful plan and finishes with a thorough
follow-up, the meeting will "run smooth."

The following are some tips to help you make your next meeting successful, productive and
even fun.

Before The Meeting

Define the purpose of the meeting.


Develop an agenda with the officers and advisor.
Distribute the agenda and circulate background material, lengthy documents or
articles prior to the meeting so members will be prepared and feel involved and up-
to-date.
Choose an appropriate meeting time. Set a time limit and stick to it, if possible.
Remember, members have other commitments. They will be more likely to attend
meetings if you make them productive, predictable and as short as possible.
If possible, arrange the room so that members face each other, i.e., a circle or semi-
circle. For large groups, try U-shaped rows.
Choose a location suitable to your group's size. Small rooms with too many people
get stuffy and create tension. A larger room is more comfortable and encourages
individual expression.

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Use visual aids for interest (e.g., posters, diagrams, etc.). Post a large agenda up
front to which members can refer.
Vary meeting places if possible to accommodate different members. Be sure
everyone knows where and when the next meeting will be held.

During the Meeting

Greet members and make them feel welcome, even late members when
appropriate.
If possible, serve light refreshments; they are good icebreakers and make your
members feel special and comfortable.
Start on time. End on time.
Review the agenda and set priorities for the meeting.
Stick to the agenda.
Encourage group discussion to get all points of view and ideas. You will have better
quality decisions as well as highly motivated members; they will feel that attending
meetings is worth their while.
Encourage feedback. Ideas, activities and commitment to the organization improve
when members see their impact on the decision making process.
Keep conversation focused on the topic. Feel free to ask for only constructive and
non- repetitive comments. Tactfully end discussions when they are getting nowhere
or becoming destructive or unproductive.
Keep minutes of the meeting for future reference in case a question or problem
arises.
As a leader, be a role model by listening, showing interest, appreciation and
confidence in members. Admit mistakes.
Summarize agreements reached and end the meeting on a unifying or positive note.
For example, have members volunteer thoughts of things they feel have been good
or successful or reiterate the organization's mission.
Set a date, time and place for the next meeting.

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Figure 1.3.1

After the Meeting

Write up and distribute minutes within 3 or 4 days. Quick action reinforces


importance of meeting and reduces errors of memory.
Discuss any problems during the meeting with other officers; come up with ways
improvements can be made.
Follow-up on delegation decisions. See that all members understand and carry-out
their responsibilities.
Give recognition and appreciation to excellent and timely progress.
Put unfinished business on the agenda for the next meeting.
Conduct a periodic evaluation of the meetings. Note any areas that can be analysed
and improved for more productive meetings. A sample meeting evaluation checklist
is attached.

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T 1.4
Explain the process of communication by using a clear sketch diagram

Figure 1.4.1
The goal of communication is to convey information and the understanding of that
information from one person or group to another person or group. This communication
process is divided into three basic components: A sender transmits a message through a
channel to the receiver. The sender first develops an idea, which is composed into a
message and then transmitted to the other party, who interprets the message and receives
meaning. Information theorists have added somewhat more complicated language.
Developing a message is known as encoding. Interpreting the message is referred to as
decoding.

The other important feature is the feedback cycle. When two people interact,
communication is rarely oneway only. When a person receives a message, she responds to
it by giving a reply. Otherwise, the sender can't know whether the other parties properly
interpreted the message or how they reacted to it. Feedback is especially significant in
management because a supervisor has to know how subordinates respond to directives and
plans. The manager also needs to know how work is progressing and how employees feel
about the general work situation.

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T 1.5
List down & briefly explain the different types of communication that can be
used in office environments

Call control and multimodal communication:


An internal call system can be maintained which has the support of a PABX device.
Having a phone to every room or section and managing them well will reduce the
time wastage.

Figure 1.5.1

Instant messaging/ chatting


Maintaining an instant messaging system is also an easy way to communicate in
office environments. For this every employee must be online in the working hours.

Figure 1.5.2

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Unified messaging
Unifying means the joining different sections of the office environment to form a
single unit. Unified messaging helps to give the related messages to regarded
sections efficiently.
Conferencing (audio, Web and video)
Notices
Memos

T 1.6
Explain the term called a pleasing telephone personality

A pleasing telephone personality is a person who is skilled in successful telephone


conversations making the other person eager to talk, giving a good image of himself. He has
many qualities such as:
Politeness
A good voice control/ audibility
A well-modulated voice carries best of the telephone. Talking directly into the
transmitter is essential. If using a hands-free device, should make sure it is
positioned so that the caller can hear well. Also should use a normal tone of voice,
neither too loud nor too soft.
Clear pronunciation
Posture and breath control
Proper breathing is the foundation on which the voice is built. Deep breathing is
essential. Shallow breathing causes breathlessness and interrupts the flow of words.
As hard as it may be to believe, good posture is essential for proper breathing.
Salutation
Keeping on the track
Pitch
Women's voices especially can change because of nervousness therefore should
attempt to keep the pitch low.
Vocabulary

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Should choose words that the listener can understand, avoiding technical terms and
slang. Generally, express ideas simply. The idea is to sound as professional as
possible. Conversely, some terms have to be used in order to understand the intent
of the caller, but these common terms should be kept to a minimum.

Figure 1.6.1

T 1.7
List down the characteristics/skills of a good Listener and Objectives of
Listening.

Characteristics/skills of a good Listener


Good listeners consider a persons statements in relation to their presuppositions as
much as possible. They are willing to ask the question, How does this make sense
to them? and genuinely seek an answer to that question in evaluating another
persons opinion.

Good listeners are not hasty in making judgments. They are willing to think about
something for a while. They dont have to categorize everyone and everything
immediately.

The Listener Will Encourage the speaker To Continue Talking:


As the speaker is talking, they will encourage the speaker to continue talking. For
example they will say things like "That's really interesting" or "I find that interesting,
please continue "or "I'd like to hear more."

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The Listener Will Only Finish speakers Sentence When Appropriate:
A good listener will only finish speakers sentence when the timing is right, not to try
to rush the speaker through the story or to help when the speaker is at a loss of
words, but to show that they are on the same wave length as the speaker.

Good listeners pay careful attention to words. They dont assume that an idea they
are hearing is identical to an idea they are already familiar with simply because it has
similarities. They respect the complexity of reality and are willing to make fine
distinctions and treat each person, each statement, and each idea on its own terms.

Good listeners ask questions. Not to embarrass or attack, but to clarify and distill.

Good listeners are not lazy. They exert energy in listening. For example, other
people can usually tell that they are listening from their body posture and nonverbal
communication. A good listener will nod, smile and give the speaker auditory
feedback such as "Mm hum", "Yeah" "I see" or "No, really?" in a sincere and
interested way to encourage to continue and to indicate that they are listening.

Good listeners dont feel threatened by not controlling the conversation. They are
comfortable with silence. They give the speaker unthreatened, unhurried space in
which to operate while communicating.

Good listeners understand that everyone has different communication styles, and
adjust their listening to correspond to the speakers communication style.

Good listeners interrupt intentionally and gently, rather than habitually and rashly.

Good listeners recall their own subjectivity and finitude as a listener. They consider
the angle and point of view from which they are listening.

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Good listeners are willing to listen to something even if its hard to hear. They dont
stop listening as soon as they become offended or turned off by the speaker.

Good listeners do not unreasonably question the motives of the speaker. They
make a good faith assumption that, all other factors being equal; the speaker is
trying to communicate clearly and truthfully.

Good listeners dont equate listening with agreeing. Good listeners understand that
careful listening equips you to disagree well, because by listening you understand
more clearly what it is that you disagree with.

Good listeners are not simply waiting to talk again when someone else is speaking.
They actually value the contributions of other people.

Good listeners pay attention to nonverbal communication without discounting


verbal communication. They pay attention to the fact that they are paying attention
to both nonverbal communication and verbal communication.

Good listeners are willing to speak. They dont equate listening with silence. They
understand that the speaker may need them to communicate in order to further the
conversation.

Objectives of Listening
Listen effectively in a variety of situations for a variety of purposes
Practise the behaviours of effective, active listeners
Assess strengths in listening and set goals for future growth

Figure 1.7.1

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T 1.8
When selecting a medium to communicate with another party, what are the
things that you must consider about?

Purpose:
First we should understand the exact purpose of communicating to decide whether
the selecting medium would be effective and efficient.
Media:
The selecting media should be available for the both parties to communicate and it
must suit the purpose. Example: If it is an urgent purpose it is not really wise to
choose mailing.
Technology should be available:
We have to consider about the infra-structure facilities and the technology to
communicate.
Effective time:
We should decide the time which is more effective to succeed our purpose of
talking. For that we should understand the other partys work, mentality etc.
Time spending:
We should consider on the spending time because it would affect the work of both
parties and communicator would not be pleased if the conversation interrupt their
work.
Quality:
We always try to choose the medium with highest quality to communicate and it
would be more effective.
Cost:
We should try to maintain a less cost.

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Task 02
T 2.1
List down & briefly explain the objectives, purposes of meetings.

Analysis:
Highly complex situations may require multiple subject matter experts. Frequently
experts have their own vocabulary, and a meeting is appropriate equate
understanding and agreement.
Assignments:
Structured meetings or workshops provide an excellent means of building
agreement around roles and responsibilities. We can leave the meeting with a
consensually built GANTT chart, estimation of resource requirements, and
approximation of budget needs.
Decision-Making:
Since resources typically fall short of the demands, giving priority is critical for high
group performance. No team has the time or resource to do everything. Consensual
understanding around prioritization provides one of the best justifications for
hosting a meeting or workshop.
Idea Generation:
The reason that groups are smarter than the smartest person in the group is because
groups create more options than simply aggregating the input of participants. Many
of the best ideas did not walk into the meeting; rather they were created during the
meeting, based on stimulation from others.
Information Exchange:
By far and away the most common reason for meetings is also one of the worst
possible reasons for justifying a meeting. With instant access and electronic filing
cabinets, coming together face-to-face is a very expensive way to exchange
information. A better justification would be to address questions about clarity,
agreement, and omissions of related information or the impact the information
ought to have on the behaviour of participants.
Inspiration and Fun:

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Meetings can be effectively used to both reward and incent, and incite but usually
on a large-scale that involve complimentary events or sessions that also involve
learning and building teamwork.
Persuasion:
Probably the worst reason for holding a meeting is to convince other people to
change their behaviour. There are three primary forms of persuasion; namely
identification (e.g. advertising), internalization, and forced-compliance. Meetings
are sub-optimal for all three forms of persuasion, and therefore are rarely successful
at persuasion.
Relationships:
Simply pulling together people face-to-face provides the glue that can pull people
together and get them to work more cooperatively. Frequently venting, or
managing conflict, can result in increased effectiveness. Probably the best time to
invest in face-to-face meetings is when people dont agree with each other and need
to both reconcile their points of view and agree to move on.

T 2.2
State the different types of meetings & list some examples under each type.

Informing meetings

The chairperson or important person of the meeting has factual information or a


decision which affects all those present, which he /she wishes to communicate.
These have no arguments or discussions.

Examples: exhibitions, seminars

Consulting meetings

These meetings are used to discuss about specific policy or innovation and can be used
to get participants views of an idea.

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Examples - if admin or members weakness or complaints about administrator/chairperson.

Problem solving meetings

These meetings are dependent upon the chairperson tell the problems as clearly to
members. Members should be gathering as a group. That group has an experienced
members and consultants.

Examples - if group has a problem or group members problem.

Decision making meetings

These meetings are dependent on all members. All members want to participate
discussions and give opinions to the table. At the last the chairperson should take a
decision.

Examples -finalize problems.

Annual general meetings


Board meetings
Press conferences

T 2.3
Explain how an agenda helps to properly conduct a meeting.

Preparation and Planning

Development of a meeting agenda is the first step in preparing for a meeting and planning
the issues to be discussed. By sending the agenda out in advance of the meeting, attendees
can provide updates on agenda items or suggest other issues for inclusion. The meeting

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planner can contact executive-level attendees to get their input for agenda items. Reviewing
the agenda in advance gives attendees time to put together reports and other documents
required for the meeting. Review of and additions to the agenda can also be performed
before the start of the meeting. Acceptance of the agenda by attendees in advance is an
agreement by all on how to conduct the meeting and the issues to be discussed.

Control

Everyone involved in a meeting has a greater sense of control with a meeting agenda. The
agenda is often sent out in advance of the meeting so attendees know what to expect and
have time to prepare. An agenda gives the person conducting the meeting control over the
flow of discussions, the issues covered and the attendees responsible for reporting specific
information at the meeting. An agenda also can help keep the meeting within a
predetermined time frame controlling when issues are discussed. People are less likely to
slow the meeting with interruptions if they know that their issue is on the agenda. Each
attendee can relax knowing that the meeting is under control and that issues that are
important to each are listed on the agenda.

Productivity

An agenda increases productivity at meetings. Attendees understand that all items on the
agenda must be discussed and are likely to move at a pace that ensures they will cover
everything. Agendas make it clear what the action items are and who are the responsible
people. This allows attendees to leave meetings knowing what must be accomplished
before the next meeting. The agenda also allows attendees to review action items at the
next meeting and receive progress reports of progress. The agenda helps attendees zero in
on the areas where decisions are needed and clears the way for progress. Attendees can
leave the meeting feeling a sense of accomplishment with the agenda to verify their
productivity.

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Documentation

As meeting attendees work their way through the agenda, the person taking minutes notes
on the agenda the results of each discussion, which action items were completed or newly
developed, reports given, issues to be resolved and other documentation of events at the
meeting. The agenda notes help with creating minutes that match the flow of the meeting
and also provide comprehensive documentation of the meeting.

T 2.4
Explain what are Minutes & the importance of recording the minutes.

Definition:

Meeting minutes are the written or recorded documentation that is used to inform
attendees and non-attendees of the happenings during the meeting. The meeting minutes
are generally taken or recorded during a meeting so that participants have a record of what
happened during the meeting.

Minutes usually include:

The names of the participants,


The agenda items covered,
Decisions made by the participants,
The follow-up actions committed to by participants,
Due dates for the completion of commitments , and
Any other events or discussions worth documenting for future review or history.

Importance of keeping minutes:


These are a written record of meeting, its agenda and decisions so becomes a
significant resource for those who did not attend the meeting and for further
communication between members

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There is a chance of error in remembering of all the details of meeting as memories
fly by night so it is valuable having a written record of meeting for a better assistance
in implementation of decisions and further meetings.
Meeting minutes are proved a good communication instrument for conveying the
product of meeting to the absent workers.
Meeting minutes confirm resolutions and conclusions of meeting
These are a way to record decided actions to be taken for any issue
Meeting minutes keep record of responsible persons and tasks assigned to them
These present a record of course of action of meeting and its conclusion
Meeting minutes contains summary of discussion on every item mentioned in earlier
distributed meeting agenda.
Decisions taken on different issues are recorded in meeting minutes
In meetings of board of directors taking minutes is an official requirement to keep
everything clear in future and can be used as legal documents for the tax and audit
purposes
Meeting minutes have a record of action decided for different item that helps to
observe progress on them in regular group meetings

T 2.5
List down at least ten characteristics/skills of a good speaker.

Having good eye contact with the audience.


Maintaining a steady rhythm and voice tone throughout (not speedy or too slow).
Not reading strictly off the paper, using quick notes on the outline to prevent the
need/desire to read line for line from it.
Using good hand gestures and movements, avoid movements that make you appear
nervous (pen clicking, rocking back and forth, tapping the podium, etc).
Good speakers are self-confident and assured. They dont appear nervous or ill at
ease.
Good speakers seem to be enjoying themselves; they are playful, humorous, happy.
Good speakers are lively & energetic.

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Good speakers are knowledgeable about their subject.
Good speakers look good, they have a stage presence.
Good speakers speak without stumbling, using full sentences and correct grammar,
without ers and uhs.
Good speakers have an opinion about their subject. They care about it. You can
sense their emotion, enthusiasm, and conviction.
Good speakers relate their topic to the broader scheme of things; they are
expansive, inspiring, and uplifting.
Good speakers create a strong rapport with their audience, they connect.
Good speakers are positive in outlook, cheerful, and cooperative.
Good speakers are organized; their points are clearly connected and logically follow
one another, with an overview at the beginning and a conclusion at the end. They
are precise and complete.
Good speakers (genuine ones) are honest, well mannered, patient, fair, and
responsible.

Figure 2.5.1

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Task 03
T 3.1
Explain what is meant by Advertising

Advertising is mass media content intended to persuade audiences of readers, viewers or


listeners to take action on products, services and ideas. The idea is to drive consumer
behaviour in a particular way in regard to a product, service or concept.

Definition of advertising:
Advertising is the paid, impersonal, one-way marketing of persuasive information
from an identified sponsor disseminated through channels of mass communication to
promote the adoption of goods, services or ideas.

Purpose of Advertising:

Advertising is at the front of delivering the proper message to customers and prospective
customers. The purpose of advertising is to convince customers that a company's services or
products are the best, enhance the image of the company, point out and create a need for
products or services, demonstrate new uses for established products, announce new
products and programs, reinforce the salespeople's individual messages, draw customers to
the business, and to hold existing customers.

T 3.2
List down & briefly explain what are the effective advertising methods
available

Television advertising / Music in advertising


The TV commercial is generally considered the most effective mass-market
advertising format, as is reflected by the high prices TV networks charge for
commercial airtime during popular TV events. Virtual advertisements may be

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inserted into regular television programming through computer graphics. It is
typically inserted into otherwise blank backdrops or used to replace local billboards
that are not relevant to the remote broadcast audience. More controversially, virtual
billboards may be inserted into the background where none exist in real-life. This
technique is especially used in televised sporting events.

Figure 3.2.1

Infomercials
An infomercial is a long-format television commercial, typically five minutes or
longer. The word "infomercial" is a combination of the words "information" and
"commercial". The main objective in an infomercial is to create an impulse purchase,
so that the consumer sees the presentation and then immediately buys the product
through the advertised toll-free telephone number or website. Infomercials describe,
display, and often demonstrate products and their features, and commonly have
testimonials from consumers and industry professionals.

Radio advertising
Radio advertising is a form of advertising via the medium of radio. Radio
advertisements are broadcast as radio waves to the air from a transmitter to an
antenna and a thus to a receiving device.

Online advertising
Online advertising is a form of promotion that uses the Internet and World Wide
Web for the expressed purpose of delivering marketing messages to attract
customers. Online ads are delivered by an ad server. Examples of online advertising
include contextual ads that appear on search engine results pages, banner ads, in

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text ads, Rich Media Ads, Social network advertising, online classified advertising,
advertising networks and e-mail marketing, including e-mail spam.

Figure 3.2.2
Press advertising
Press advertising describes advertising in a printed medium such as a newspaper,
magazine, or trade journal. This covers everything from media with a very broad
readership base, such as a major national newspaper or magazine, to more narrowly
targeted media such as local newspapers and trade journals on very specialized
topics. A form of press advertising is classified advertising, which allows private
individuals or companies to purchase a small, narrowly targeted ad for a low fee
advertising a product or service.

Figure 3.2.3 Figure 3.2.4

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Billboard advertising
Billboards are large structures located in public places which display advertisements
to passing pedestrians and motorists. Most often, they are located on main roads
with a large amount of passing motor and pedestrian traffic; however, they can be
placed in any location with large amounts of viewers, such as on mass transit
vehicles and in stations, in shopping malls or office buildings, and in stadiums.

Figure 3.2.5

In-store advertising
In-store advertising is any advertisement placed in a retail store. It includes
placement of a product in visible locations in a store, such as at eye level, at the ends
of aisles and near checkout counters (aka POP Point of Purchase display), eye-
catching displays promoting a specific product, and advertisements in such places as
shopping carts and in-store video displays.

Coffee cup advertising


Coffee cup advertising is any advertisement placed upon a coffee cup that is
distributed out of an office, caf, or drive-through coffee shop.

Figure 3.2.6

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Street advertising
This type of advertising first came to prominence in the UK by Street Advertising
Services to create outdoor advertising on street furniture and pavements. Working
with products such as Reverse Graffiti, air dancers and 3D pavement advertising, the
media became an affordable and effective tool for getting brand messages out into
public spaces.

Figure 3.2.7 Figure 3.2.8


Consumer-generated advertising
This involves getting consumers to generate advertising through blogs, websites,
wikis and forums, for some kind of payment.
SMS campaigns
These are more effective in this era as the mobile phones are widely used.
Aerial advertising
Using aircraft, balloons or airships to create or display advertising media. Skywriting
is a notable example.

Figure 3.2.9 Figure 3.2.10

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T 3.3
By taking an example explain about the competition in advertising (feel free
to use local to international examples)

Comparative advertising is an advertisement in which a particular product, or service,


specifically mentions a competitor by name for the express purpose of showing why the
competitor is inferior to the product naming it. Competitive advertising is a marketing
technique that directly compares the features and benefits of a product to similar products
that are sold by other companies. It is a style of advertising that responds aggressively to the
actions of market competitors. The approach relies on the theory that consumers can be
seduced away from another product by convincing them that some independent evaluation
proved the superiority of one product over another. Comparative advertising, also referred
to as knocking copy, is loosely defined as advertising where the advertised brand is
explicitly compared with one or more competing brands and the comparison is oblivious to
the audience.

Coke Vs Pepsi
One of the most heated rivalries in advertising is between Coca-Cola and Pepsi. These two
giants in the soft drink industry have been engaged in back and forth competitive ad shots
since the Pepsi Challenge launched in 1975. This long-running campaign features regular
people taking part in taste tests on film and indicating a preference for Pepsi over Coke.
Both brands have invested heavily over time to project images distinct from each other.
Pepsi has often pushed itself as the more hip, trendy brand, while Coke has often
emphasized its history and played on customer nostalgia.

Samsung Jabs Apple

Samsung was one of several targets of Apple in a run of patent infringement lawsuits related
to its iPad release. Following Apple's failed patent lawsuit injunction against the Samsung
galaxy tab in Australia, Samsung created an ad campaign directly targeting Apple. It coyly
marketed its tablet computer with the tagline, "The tablet Apple tried to stop." This not only

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serves as an example of competitive advertising, it shows a company taking advantage of a
false step by a leading competitor.

I selected Hutch vs Airtel battle to further explanation.


Taking the participation of famous people like actors, cricketers, is very effective and
commonly used technique in advertising. Kumar Sangakkara is such a famous cricketer in Sri
Lanka.
Hutch and Airtel are two competitive mobile service providers and they used Kumar
Sangakkara to launch their competitive advertising.
The Hutch advertisement used Sangakkara first with his signature in the advertisement
when launching the Rs 12 package.
Followings are some shots of the Hutch advertisement.

Figure 3.3.1 Figure 3.3.2

Figure 3.3.3

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Then the airtel company promoting their brand name released an advertisement using
Sangakkara. The most competitive point here is his dialogue saying that I moved to Airtel.
Though he is not saying straight that I moved to Airtel from Hutch, perfectly gives that
idea to the audience. It simply shows the competition of the two brands.
Followings are some shots from the airtel advertisement:

Figure 3.3.4 Figure 3.3.5

Figure 3.3.6 Figure 3.3.7

T 3.4
Explain how presenting supports to introduce a certain product to a
market.

When a certain company is ready to launch a new product to the market it is essential to
choose a certain method to present it to the market so that customers would get attracted
to it. When a company is ready to take the product to market, the impact of an effective
global product launch can be great, but so can the cost of one that is poorly executed. High
development costs and competitive pressures often force companies into many markets as

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quickly as possible, but few companies can afford new products that are not introduced,
marketed, and supported in their markets. Inter country coordination of the rollout
preparations will ultimately determine the level of success for the introduction.
Localize and translate messages before the launch, Get feedback from key internal and
external audiences. Make sure that support materials reflect both cultural and technical
differences among markets. Share all of this information with the sales channels, too, as
those in foreign markets usually require more education and support than their domestic
counterparts.

When deciding a method to present the product the advertising method should
contain following features.

It should emerge the curiosity of customers.

The message should be able to arise the curiosity of customers. So that


people will search through the markets to find our product.

The message should be publicly presented.

Though we have a target market group we should be able to advertise in


common for many people.

It should protect the pervasiveness.

The advertisement should be broadcasted several times so that it would in


the minds of customers for a long period of time.

Amplified expressiveness.

The message should be presented in an attractive way to the customer.

Impersonality

The advertisement should be presented unilaterally without a direct


conversation with the customer.

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Task 04
Conduct a simple research work about the following topic in order to
evaluate your time management skills. Use of new technologies in
communication (your research work must at least cover five topics/areas)

T 4.1
Produce a Gantt chart to show how the time has been utilized & activities has
been managed under the above research work.
Apr 2014 May 2014
ID Task Name Start Finish Duration
4/6 4/13 4/20 4/27 5/4 5/11 5/18 5/25 6/1

1 Planning the research work 4/4/2014 4/4/2014 1d

2 Preparing the required documents 4/7/2014 4/9/2014 3d

3 Making arrangements 4/9/2014 4/15/2014 5d

4 Launching & monitoring 4/15/2014 5/26/2014 30d

5 Collecting questionaries 5/28/2014 6/2/2014 4d

6 Analyzing 6/2/2014 6/6/2014 5d

7 Finalizing according to the aspects 6/9/2014 6/9/2014 1d

T 4.2
Briefly explain how difficult/ easy it is for you to work according to a certain
dead line.

Easiness

1. Deliverable Guidance
Our project's final deadline can help determine deliverable due dates. Resources on our
project may utilize the projected amount of time or more to complete tasks. We want
to ensure that the resource has the time to efficiently complete deliverables but within
budget and a reasonable time for the project. Pointing to the project's final deadline,

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we can show the resource why their requested time is too much from our point of
view.
2. Focus
Project deadlines guide the project and help all involved stay on task. Each deadline
affords opportunity to fine tune and move forward efficiently. Deadlines help us,
therefore, determine the critical aspects of projects and place resources accordingly.
When we share resources among several projects, we get the most value by
appropriately allocating our resource's time on each project. Focus is also beneficial
when we have dedicated resources for our project. Targeted completion time for tasks
keeps the project moving forward to the often stringent final deadline.
3. Avoidance of Scope Creep
Scope creep occurs when interested parties add additional goals to a project after the
project has begun. A clear schedule of tasks along with the expected or agreed upon
completion dates can help our project stay on track and avoid taking on extra tasks that
might distract from the final goal.
4. We can complete the research during the effective time period.
5. Cost can be reduced if we work according to the plan.
6. Project Success
Success is largely dependent on how well we set our project schedule. According to
Computerworld, if we set target dates that are too stringent, our resources will "behave
irrationally." In a rush to meet deadlines, developer resources, for example, may submit
poorly developed deliverables. Our testers, will now have more to test, but cannot because
they must meet stringent deadlines. Hence, setting realistic deadlines allows our resources
to meet project objectives efficiently and submit deliverables on time.

Difficulties

1. Tight Deadlines Add Pressure

While a deadline can add focus, it can also add pressure. If the deadline is too tight, or if
unforeseen issues arise, it can put added stress on the team. When the team works
under stress, the potential for error increases. The team will likely be rushing to meet

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the deadline. If this happens team members may miss vital details or, worse, cut
corners to finish on time.

2. Tight Deadlines Can Lead to Conflict

When the team is under the pressure of a tight deadline, the stress level is elevated.
When the stress level is elevated, conflicts can occur. A team that has member fighting
among themselves will be ineffective. The end product will suffer, the individual team
members look bad, and we, as the scheduler, will look equally as bad.

3. We have to work hard to complete the work according to a plan.

4. We have to dedicate much to follow the plan.

T 4.3
By using a tabular format, prepare a time planner for the above activity.

Work Time duration Dates

Planning the research work 1 day 4/4/2014


Preparing the documentation 3 days 5/4/2014-7/4/2014

Making arrangements in 5 days 7/4/2014-12/4/2014

research areas.
Launching and monitoring 1 month 12/4/2014-12/5/2014
Collecting questionnaires 4 days 12/5/2014-16/5/2014
Analysing 5 days 16/5/2014-21/5/2014
Finalizing 1 day 22/5/2014

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Task 05
Following areas has to be properly managed & given priority when it comes
to reaching to success & completing your work. Briefly explain the following
topics & state how you manage the following areas to effectively complete
your work.
T 5.1
Workload & time management

Workload management

Workload is the amount of work to be done by someone or something. Because of this one
get in to many troubles and might some time miss his or her work.

In computing, the workload is the amount of processing that the computer has been
given to do at a given time. The workload consists of some amount of application
programming running in the computer and usually some number of users connected to and
interacting with the computer's applications.

A defined workload can be specified as a benchmark when evaluating a computer system in


terms of performance, how easily the computer handles the workload, which in turn is generally
divided into response time.

Get on the same page. We can talk to our manager about the resources we need to
complete the most pressing tasks.
Try teamwork. Seek input from coworkers on the best course of action when we are
confronted with a difficult or unknown situation.
Focus on solutions. Direct our energy toward situations where we can affect the
outcome, and dont spend time fretting about what we cannot control. We may not
be able to move a tight deadline, for instance, but we can ask our supervisor to take
a project off our plate, at least temporarily, so we can tackle the immediate need.

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Be prepared. Use downtime in between projects to prepare for the next spike.
Organize our files and determine what resources we might need going forward. This
will increase our efficiency and allow us to be more productive.
Take a time-out. Its easy to get overwhelmed by even small setbacks when we are
engaging in a multitude of tasks. If we are under fire, step back before we react so
we can quickly assess the situation and come up with an action plan.

Time mangement

Time management is the art of arranging, organizing, scheduling, and budgeting ones
time for the purpose of generating more effective work and productivity. There are an
abundance of books, classes, workshops, day-planners, and seminars on time management,
which teach individuals and corporations how to be more organized and more productive.

Figure 5.1.1

Time management is important for everyone. While time management books and
seminars often place their focus on business leaders and corporations, time management is
also crucial for students, teachers, factory workers, professionals, and home makers. Time
management is perhaps most essential for the person who owns his or her own business or
who runs a business out of the home. Managing work and home responsibilities under the
same roof takes a special type of time management.

We can manage time using following ways as a guide.

Learn how to use time effectively.

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Think carefully about what we want to do with our time beforehand. We won't have
time to think once we are in the middle of the matter.
Consider it as a journey and have effective time management, enjoy it while it lasts.
Go at it running, and keep running. We will not be able to read everything and do
everything but soak up as much as we can.
Take each day at a time. The amount of readings and the demanding course might
scare you but we are in control of it by reading and doing our part every day. It
would be great for us to take one day off from thinking about work.
Effective time management skills. Plan a studying pattern and stick to it as best as we
as possibly can.
We should learn how to manage our time by ourselves first.

T 5.2: Stress Management

Stress may be considered as any physical, chemical, or emotional factor that causes
bodily or mental unrest and that may be a factor in causing disease. Physical and chemical
factors that can cause stress include trauma, infections, toxins, illnesses, and injuries of any
sort. Emotional causes of stress and tension are numerous and varied. While many people
associate the term stress with psychological stress, scientists and physicians use this term to
denote any force that impairs the stability and balance of bodily functions.

If stress disrupts body balance and function, then is all stress bad? Not necessarily. A
mild degree of stress and tension can sometimes be beneficial. For example, feeling mildly
stressed when carrying out a project or assignment often compels us to do a good job, focus
better, and work energetically.

Figure 5.1.2

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Watch for the next instance in which you find yourself becoming annoyed or angry at
something trivial or unimportant. Then practice letting go, making a conscious choice
not to become angry or upset. Do not allow yourself to waste thought and energy
where it isn't deserved. Effective anger management is a tried-and-true stress
reducer.

Breathe slowly and deeply. Before reacting to the next stressful occurrence, take
three deep breaths and release them slowly. If you have a few minutes, try out a
relaxation technique such as meditation or guided imagery.

Whenever you feel overwhelmed by stress, practice speaking more slowly than
usual. You'll find that you think more clearly and react more reasonably to stressful
situations. Stressed people tend to speak fast and breathlessly; by slowing down
your speech you'll also appear less anxious and more in control of any situation.

Jump-start an effective time management strategy. Choose one simple thing you
have been putting off (e.g., returning a phone call, making a doctor's appointment),
and do it immediately. Just taking care of one nagging responsibility can be
energizing and can improve your attitude.

Get outdoors for a brief break. Our grandparents were right about the healing power
of fresh air. Don't be deterred by foul weather or a full schedule. Even five minutes
on a balcony or terrace can be rejuvenating.

Drink plenty of water and eat small, nutritious snacks. Hunger and dehydration, even
before you're aware of them, can provoke aggressiveness and exacerbate feelings of
anxiety and stress.

Do a quick posture check. Hold your head and shoulders upright and avoid stooping
or slumping. Bad posture can lead to muscle tension, pain, and increased stress. If
you're stuck at a desk most of the day, avoid repetitive strain injuries and sore
muscles by making sure your workstation reflects good ergonomic design principles.
There is information about ergonomics and healthy workstations to assure your
station is more ergonomically safe.

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Plan something rewarding for the end of your stressful day, even if only a relaxing
bath or half an hour with a good book. Put aside work, housekeeping or family
concerns for a brief period before bedtime and allow yourself to fully relax. Don't
spend this time planning tomorrow's schedule or doing chores you didn't get around
to during the day. Remember that you need time to recharge and energize yourself.
You'll be much better prepared to face another stressful day.

T 5.3: Daily Routine change management

Daily routine change management is a systematic approach to dealing with change,


both from the perspective of an organization and on the individual level, proactively
addressing adapting to change, controlling change, and effecting change. Change
management is a systematic approach to dealing with change, both from the perspective of
an organization and on the individual level.

A change in daily routine can be managed as follows.

Embrace the change:


Change management is a holistic process. It is about embracing the change.
Embracing means that the change must involve the heart, mind and soul of everyone
in the change management process. People love their comfort zone. Change
management is considered as a disruptive process that will tear them away from
their daily routines.

We must spread the benefits of change through effective communication. There


must be support from top management and all those that are involved. This will
ensure that everyone embrace the change wholeheartedly. With their full
commitment, we can implement change management successfully.

Champion the change:


we must champion, evangelize and advocate the change. The change management
team could also be the champion. Champion do more than embracing the changes.
They are the pillars that believe in the need for change.

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As champions, they motivate the cause and reinforce the changes. Additionally, they
serve as advocates against the resistance that are common in change management.
Thus, champion is a key driver in the success of change management.

Motivate the change:


Changes need a lot of motivation to sustain. Although champions are key motivator,
we should also provide other motivation factors. We can plan to anticipate the
impact of change. Lend support and develop feedback program to listen to their
dissatisfactions that arises from the change.

Motivation during change management is also hardest of all. We have to balance


between the physical and mental change. While physical change in the form of
environment or business process is visible, we must go the extra mile to change the
mindset of ours. This is where motivation comes in to support and reinforce the
change.

Reinforce the change:


Reinforcement comes with motivation. While motivation can helps to sustain the
mentality of changing, reinforcement plays a big part in strengthening the resolution
to change. We can also ensure that changes become constant through positive
reinforcement. One major way of positive reinforcement is reward and recognition.

Reward increases the receptiveness of change whereas recognition gives credit to


the efforts that everyone put in to make it successful. There should also be public
relations in announcing and updating the progress of change management. This
helps in reinforcing and communicating the change at the same time.

Reflect the change:


Reflection comes before and after the change. Changes are often initiated through
reflection of problems. Do conduct a thorough reflection at the end of change
management too.

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Reflecting the change is the best way to assess the success of change management.
Reflection enables us to determine the steps that we could have taken to make it
better. It is also the moment for we to equip ourselves mentally for the next change.

Change management is a holistic process that seeks to transform the current ways of
doing things. The need for change begins because there are issues with the existing
methods. We have to embrace the change and appoint champions to drive the
success of change. Resistance against change is a normal reaction. There must be
constant motivation in order to reinforce the changes. After completion of change
management, reflect and learn from our experience. We will find that subsequent
change management will be successful in the long run.

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Task 06
Assume you are working in a locally governed advertising company that
operates all its businesses even in an international level. And the owner of
the relevant company has decided to handover the management to a Korean
management consultancy company. There will be no new recruitments
except top management authorities. Same no of employees will be working
under the operational level under their current designations. So before
handing over the management to Korean management authorities, as the
director of the business you should analyse and get solutions for future
issues. The solutions that you supposed to be taken cannot be badly impacts
to the new intended management.
T 6.1
List down & briefly discuss what types of issues that may arise

As a local advertising company, the local management is goes with the Sri Lankan
culture and they have more knowledge about the local society, people more than the
Korean management. And also the Korean management has not got any idea about local
advertising industry. So we can understand that according these facts, after starting the
Korean management many issues may be arise and they will effect to the company
positively or negatively. Among those issues, followings will be major problems to the
company.

1) Changing policies of the company


Every company has a list of policies to handle the company and its works successfully
and neatly. And these policies are very important to survive of the employees because they
should work under these policies. Further these policies help to manage the harmful
situations which are against the company and solve them properly.
As the every company, this advertising company also has proper policies under the local
management. But after changing the management, sometimes Koreans will not like to

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handle the company under those policies. So, definitely they will change the policies and it
will make positive and negative effects to the company.
The major disaster will be inability of the employees to work under the new policies
because those policies are not familiar with them and the policies are completely different
from the local ones.

2) Cultural effects
Every country has their own culture and those cultures are different one to another.
So we can easily understand that Sri Lankan culture is completely different from the Korean
culture. So our foods & drinks, traditions, favorites, religion and rules and regulations will
not match for the Korean management and it will be a problem for the both parties the
management and also the workers.
Sometimes the management will not satisfy with the accommodations because of
these miss matches. And it will badly effect to the company because, if the management is
always unhappy due to those reasons they will not give hundred present contributions for
the development of the company.
On the other side this cultural miss match badly effect to the employees because they
had not worked in a situation like this before. So sometimes the workers will be against to
the management if the management will not respect to their culture. As the local
management we should educate the workers about these things and take necessary steps
to break these issues.

3) Salaries and other payments will be changed


All companies have a policy to pay salaries to the workers according to their work or
service. But the problem is, these policies are different from one company to another
company and one management to another management.
So, if we give the management to the Koreans definitely they will change the salary
levels and other payments. I said that because they look at our company in the international
level. So they will set all the features according to that level. So they will increase the salary
levels or they will decrease the salary levels.
In here the problem is, if they decrease the salary levels and other payments it will be a
great trouble the employees because they will be unable to maintain their families with the

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new salary. So they will do strikes and picketing to win their suggestions. It will badly effect
to the company and the profit will go down. In other hand employees will select another
company to work and management will face a lot of problems under a situation like this.

4) Language issues
The languages of the two countries, Sri Lanka & Korea are completely different one to
another and it will be a great problem to communicate each other in the working
environment. But there is a good sign and it is, we are handling our management in
internationally level and we are using English to communicate each other among the
managers. So the language issues are not valid to the directors & managers.
But the problem is the workers are unable to use English to communicate each other
because they are not so much educated. According to this reason the workers are unable to
discuss their matters with the management and the management will be unable to
communicate with the workers too. This will greatly effect to the system of the company
and development of it.

5) Changing of the technology


As a well-developed country, Korea is using modern technological methods than Sri
Lanka. So with the changing of the management the technology will be changed too. Korean
management will introduce new machines and processing ways to improve the efficiency of
the company and it will cause to increase the benefit of the company. I talked only bout the
good side. But unfortunately there is a bad side too.
The bad side of this case is with introducing new machines, which can do the work of
ten persons with high efficiency those ten workers will not be wanted for longer. Definitely
the management will remove those workers from the company and like that many workers
will be removed within few days. It will not badly effect to the company but it will directly
hit to the economy of the country due to the increasing percentage of non-employees.
However it will effect to our company because our main market is depend on local
economy. So as the local management we should make necessary rules to avoid this future
situation from our company.

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T 6.2
List down & briefly explain what are the benefits that may arise due to above
change
We can think that after going the management to the Korean people, they will follow a
completely different way to control the system of the company. So there will be some
problems and also possible situations (benefits) to the company due this changing of the
management. We hope that we will be able to remove those bad issues and take only the
possible things. Therefore we should have a complete idea about the benefits of the above
activity.
Among those benefits followings will be very important to the company and also
the employees because, due to them profit of the company will increase and the
professional level of the workers will increase.

1) New technologies will be introduced


As a third world country we have no much more facilities to use the most modern
technology in our industrial work but as a developed country Korea is used new
technologies to their industrial works and they make their work easy by it. And also when
we use new technologies we can save our time, money and improve the efficiency in the
company. So after changing the management if they introduced new technologies to the
system of working, it will be a major fact to improve the efficiency in the company and it
also helps to increase the benefit of the company.

2) New foreign investments will arrive


Due to the changing of the management Korean people will educated about this company
and they invite their people to invest in this company if they feel our company takes good
profit. These new investments will helps to improve the infrastructure facilities and other
things of the company it will make good working environment to the employees. Not only to
the company but also to the whole economy of the country, it will effect in a possible way
and it will help to develop the country too.
And also when the Korean people will come to Sri Lanka to see the business then
they visit to the ancient places such as Kandy, Anuradhapura, Polonnaruwa, Sigiriya and etc.

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It will be a publicity those places and foreign arrivals will be improved. Not only that when
the Koreans visit there they will buy small ornaments such as necklaces, beautiful sceneries
and various other things. It will give good income for those sellers.

3) Foreign trainings will be given to the workers


If the management will introduce a new working mechanism to the employees, it makes
some problems because the employees do not know how to work with those new machines.
So the Korean management will have to do some workshops to train the employees. But if
the workshops are unable to give complete knowledge to the employees the management
will decide give some foreign training to the selected few workers. It will be a good chance
to the workers because then they can go abroad and get a vast knowledge about the new
machines and modern technologies.
It will help to improve the efficiency of the workers and finally it cause to the incensement
of the profit in our company.

4) Expanding of the foreign market


After transferring the management to Koreans they will also try to expand the advertising
market and increase the profit of the company. According to this reason they give publicity
to our company in their own motherland, Korea and it will helps to expand our international
market. After giving publicity Korean companies will also give their advertising works to our
company because their people are handling it. So finally we will be able to take many more
advertising activities in whole around the world it causes to increase our profit in millions or
billions.

5) Development of the infrastructure facilities


According to the increasing of the profit, definitely the management will provide new
facilities to the employees to feel them happy and they will try to improve the living
standard of the employees too. They will maintain the infrastructure facilities in proper
ways and it will make a pleasant environment for the employees to do their job neatly and
nicely.

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According to these improvements our advertising companies will the leading advertising
firm in the local market and we will be able to make our own standard in the international
market too.

6) Ability to earn foreign exchange.


When we hand over the management to a Korean consultancy company we will be able to
earn foreign exchange to our country. That occurs as a result of flow foreign direct
investment to the company. Here we can earn foreign exchange and indirectly it will help
for the growth of our country as well.

T 6.3
What are the systematic approaches you may apply to handle the problems?

We can have a systematic approach to handle various problems that arises because we have
a Korean management team. To minimize these kinds of problems we can adopt several
measures as follows.

1) Have a board meeting to make decisions

We can handle various disputes without much more trouble if we have a board
meeting to discuss our matters. With that we can have a more flexible and
advantageous decision.

2) Establishing more effective company policies like:

Getting the signature of a Sri Lankan director to certify very


important documents.-:

We can have company policy indicating that each and every important
document must have the signature of a relevant authorized person,
especially for financial documents and documents regarding passing
of an important decision.

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Holding an election to approve decisions made.

We can make a company policy saying that it is compulsory to have an


election to approve decisions made within the company. Other wise
those decisions will affect to our company culture and our policies.

3) We can send a copy of the expenses that the company has made during the period.
We can continue this process at the end of certain time period.

4) We can recruit a person for our company to minimize language issues.

We wont be able to have enough number of translators to minimize language issues


arising for each and every employee. But we must recruit employees to handle board
meetings.

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Task 07
T 7.1
Explain Pareto Analysis.
Pareto Analysis is a simple technique for prioritizing possible changes by identifying the
problems that will be resolved by making these changes. By using this approach, you can
prioritize the individual changes that will most improve the situation.
Pareto Analysis uses the Pareto Principle also known as the "80/20 Rule" which was
developed by Joseph M. Juran in 1937. It is the idea that 20 percent of causes generate 80
percent of results. With this tool, we're trying to find the 20 percent of work that will
generate 80 percent of the results that doing all of the work would deliver.

Steps to identify the important causes using 80/20 rule:


Form an explicit table listing the causes and their frequency as a percentage.
Arrange the rows in the decreasing order of importance of the causes (i.e., the most
important cause first)
Add a cumulative percentage column to the table
Plot with causes on x- and cumulative percentage on y-axis
Join the above points to form a curve
Plot (on the same graph) a bar graph with causes on x- and percent frequency on y-
axis
Draw line at 80% on y-axis parallel to x-axis. Then drop the line at the point of
intersection with the curve on x-axis. This point on the x-axis separates the
important causes (on the left) and trivial causes (on the right)
Explicitly review the chart to ensure that at least 80% of the causes are captured

Figure 7.1.1

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T 7.2
List down 6 Cs of decision making and explain them

Figure 7.2.1
6 Six Cs of Decision Making:

Construct a clear picture of precisely what must be decided.

Compile a list of requirements that must be met.

Collect information on alternatives that meet the requirements.

Compare alternatives that meet the requirements.

Consider the what might go wrong factor with each alternative.

Commit to a decision and follow through with it.

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T 7.3
What are the main criteria/s you will be considering while deciding whom to
be involved in decision making?

The decision making team is discussed for information and advice but one person unifies
and makes the decisions. Group calculating the choice is based on some form of calculating
of separate individuals choices. Voting a choice is made based on accomplishing decided
parts of ballots of the team. Several guidelines are available that include greater part, or
maximum number of ballots, and often guidelines can consider developing lowest
contribution for credibility. Agreement a greater part confirms.
The context problem
Problem finding and agenda setting is must be in decision making
Qualifications of the members of decision making panel
The members must be trustworthy
Will they follow up the procedures
They must be well trained, should have a good personality and leadership qualities

T 7.4
What is SWOT analysis? Explain strategic use and creative use of SWOT
analysis

A SWOT analysis (alternatively SWOT matrix) is a structured planning method used to


evaluate the strengths, weaknesses, opportunities, and threats involved in a project or in a
business venture. Specifically, SWOT is a basic, straightforward model that assesses what an
organization can and cannot do as well as its potential opportunities and threats. The
method of SWOT analysis is to take the information from an environmental analysis and
separate it into internal (strengths and weaknesses) and external issues (opportunities and
threats). Once this is completed, SWOT analysis determines what may assist the firm in
accomplishing its objectives, and what obstacles must be overcome or minimized to achieve
desired results.

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If SWOT analysis does not start with defining a desired end state or objective, it runs the risk
of being useless. A SWOT analysis may be incorporated into the strategic planning model.
Strategic Planning, including SWOT and SCAN analysis, has been the subject of much
research.
If a clear objective has been identified, SWOT analysis can be used to help in the pursuit of
that objective. In this case, SWOTs are:
Strengths: attributes of the organization, which are helpful to achieving the objective.
Weaknesses: attributes of the organization, which are harmful to achieving the objective.
Opportunities: external conditions, which are helpful to achieving the objective.
Threats: external conditions, which are harmful to achieving the objective.

Figure 7.4.1

Correct identification of SWOTs is essential because subsequent steps in the process of


planning for achievement of the selected objective are to be derived from the SWOTs.
First, the decision makers have to determine whether the objective is attainable, given the
SWOTs. If the objective is not attainable a different objective must be selected and the
process repeated.
Creative Use of SWOTs: If, on the other hand, the objective seems attainable, the SWOTs
are used as inputs to the creative generation of possible strategies, by asking and answering
each of the following four questions, many times:
1. How can we Use each Strength?
2. How can we Stop each Weakness?
3. How can we Exploit each Opportunity?
4. How can we Defend against each Threat?

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T 7.5
Explain the Decision making stages and Decision making styles

Decision making stages:

Define the Problem: The first step towards a decision-making procedure is to define the
problem. Obviously, there would be no need to make a decision without having a problem.
So, the first thing one has to do is to state the underlying problem that has to be solved.

Develop Alternatives: The situation of making a decision arises because there are many
alternatives available for it. Therefore, the next step after defining the main problem would
be to state out the alternatives available for that particular situation. Here, we do not have
to restrict ourselves to think about the very obvious options; rather we can use our creative
skills and come out with alternatives that may look a little irrelevant. This is important
because sometimes solutions can come out from these out-of-the-box ideas.

Evaluate the Alternatives: This can be said to be one of the most important stages of the
decision making procedure. This is the stage where we have to analyse each alternative we
have come up with. We have to find out the advantages and disadvantages of each option.
This can be done as per the research we have done on that particular alternative. At this
stage, we can also filter out the options that we think are impossible or do not serve our
purpose.

Make the Decision: This is the stage where the hard work we have put in analysing would
lead to a proper decision. The evaluation process would help us with clearly looking at the
available options and you have to pick whichever you think is the most applicable.

Implement the Solution: The next obvious step after choosing an option would be
implementing the solution. Just making the decision would not give the result one wants.
Rather, we have to carry out the decision you have made. This is a very crucial step because

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all the people involved in implementation of a solution should know about their
implications. This is very essential for the decision to give successful results.

Monitor your Solution: Just making a decision and implementing it, is not the end of the
decision-making procedure. It is crucial to monitor our decision regularly once they are
implemented. We may need to measure the implemented result against your expected
standards. Monitoring of solutions since early stage may also help us to alter our decisions,
if you notice deviation of results from your expectations.

Decision making styles

Directive Style: A person has this style if they have a low tolerance for ambiguity and are
efficient, rational, and logical in their way of thinking. They focus on the short term and are
quick to make decisions, usually resulting in a decision that has been made with minimal
information and not carefully analysing other alternatives.

Analytic Style: As opposed to the directive style, a person with an analytic decision-making
style has greater tolerance to ambiguity. They are careful decision makers that like to be
well informed and thoroughly assess their options. They usually have the ability to adapt or
cope with unique and challenging situations.

Conceptual Style: Conceptual decision makers are generally very broad in their approach
and consider all available alternatives. They are long-term oriented and are usually capable
of formulating creative solutions to problems.

Behavioural Style: People with a behavioural decision-making style work well with others,
are open to suggestions, and are concerned about the achievements of their team. They
generally try to avoid conflict and place importance on their acceptance by others.

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T 7.6
Do we have to forecast about the when making decisions? State your answer
& justify the answer

Forecasting future demand requires relevant information gathered at the right time. There
are several techniques used for demand forecasting. These can be divided into qualitative
and quantitative techniques. Qualitative techniques include expert opinion, surveys and
market experiments while quantitative techniques are time series analysis and barometric
method. The expert opinion method, also known as expert consensus method, is being
widely used for demand forecasting. This method utilizes the findings of market research
and the opinions of management executives, consultants, and trade association officials,
trade journal editors and sector analysts. When done by an expert, qualitative techniques
provide reasonably good forecasts for a short term because of the expert's familiarity with
the issues and the problems involved. There are various methods of confirming the opinion
regarding future demand by experts. One of these methods is the Delphi method.

Company decisions are recognized by risk and doubt. Therefore forecasting is usually used
by entrepreneurs to accomplish the company decision making processor. However
predicting alone cannot guarantee entrepreneurs of the long term durability and success of
their company. Businessmen also need to acutely notice the whole company atmosphere to
anticipate risks coming up not only from opponents but also from changes in the financial
circumstances of the nation. Economic predicting helps entrepreneurs to understand these
changes and accordingly come up with company techniques.

T 7.7
Why innovative ideas are important to the companies/organizations

1. Creative Development: Qualities of innovative nature are essential for new businesses
today. We can achieve growth by learning how to be creative. We need to learn this
business skill to help make things of value from our creativeness. When we have this

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business skill we will find that it opens up all kinds of opportunities and gives us the
potential for a new market and helps us to keep up with the current trends.

2. Continuous Improvement: Innovation gives organizational sustainability when we are


making continual improvements and repackaging and re-branding. Any good manager will
recognize the need to innovate and grows the business skills to increase their creativity.

3. Reinforce Your Brand: Development branding is popular in organizational leadership. This


process reveals information to help leaders to learn other ways to be more innovative. It is
important because it is recognized as one of the main drivers for success. It gives
organizational sustainability such as brand maintenance.

4. Making the Most of What You Have Already: It is not all about creating a new product or
service which we can sell, but we also need to focus on our existing business procedures to
improve your efficiency, find some new customers, increase our profits and cut down on the
amount of our waste. When we are continually innovating and improving on the practices of
our business we will likely also attract better staff and keep more of our existing staff. This is
detrimental to the health and performance of the business in the long-term.

5. Responding to Competition and Trends: Innovation can help to see what exists now in
opportunities or which ones will likely pop up in the near future. Businesses which are
successful dont only respond to the current needs of their customers, but usually predict
the future trends and come up with an idea, service or product that can meet the future
demand quickly and effectively. In this way the organization can stay ahead of its
competition as trends, technology or markets shift.

6. Having a Unique Selling Point: Generally, consumers will see innovation as something
which adds value to products or a company. When this is used the right way, it can give an
advantage commercially, especially in a market that is saturated or shifting rapidly. It can
get more positive exposure in the media and customers will be more willing to pay the extra
money for something that is well-designed and new, rather than picking the less exciting
and cheaper rival.

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7. The Use of Social Media: Including the use of social media in your innovation campaign is
great for managing, motivating and getting focused in a business. When using it in the
business, they are drawing ideas from a wide range of people on the social networks, giving
us a successful outlet to find new ideas for the business. We can also use social networks to
see what customers are saying about the companys services, products or company.

T 7.8
Explain the barriers in decision making process

Resistance to change: People are often reluctant to change from the time-honoured
way of doing things. Resistance to change can prevent people from taking chances
and from considering new possibilities.

Habits: Habits limit our vision of what can be accomplished and many stand in the
way of solving a problem. Habits may go undetected by an individual and may be a
tremendous deterrent to correcting a problem. For example, receptionist who is
having difficulty in completing his or her work may be unaware that the habit of
taking personal calls is taking the bulk of work time.

Individual insecurity: Individual insecurity may deter individuals from taking risks or
from pursuing behaviour that may require them to take a stand. Individual insecurity
may come from past experiences or from an overall lack of self-confidence.

Past history: Knowing what has happened before and what worked and did not work
can inhibit an individual's desire to try new methods of problem solving or decision
making. Past history is frequently an excuse for not making changes. The individual,
who may not wish to approach a situation in a new way, may remind others that a
similar idea failed in the past.

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Fear of success or failure: At some time, everyone experiences some type of fear.
The fear of success or failure may be viewed as unreasonable, but it can greatly
deter the confrontation of problems. The unknown can be a frightening thing. When
a new way of doing something is attempted, the possibility exists that it may work
well or not at all. In either instance, changes may result. While some people thrive
on recognition, others shy away from it. These fears may cause people to avoid the
possibility of success or failure altogether.

Jumping to conclusions: When problems must be solved and decisions made, it is


easy to jump to conclusions. When someone jumps to conclusions, assumptions are
made about what might or might not work or the possible results; assumptions may
frequently take on negative perspectives.

Perceptions: As we have stated, perceptions are the ways that we see things based
on our experiences. We may be unable to see something from another perspective
because we are so blinded by our own perception

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Task 08
T 8.1
Define what is meant by stress.

Stress or strain can be of two kinds physical and psychological though the underlying
meaning in both is the same namely tension.

Physical stress
In simple terms:
Stress is the force applied to a body such as pushing down on, say, a plastic bar.
Strain is what that body exhibits when the external force is applied, for example
deformation, cracks etc.

Psychological Stress
A person could, for example, experience a job loss and respond to its perceived threat not
with healthy problem-solving but with anger. This anger may be conscious or unconscious,
but as long as it persists a state of physiological arousal will be maintained. In addition,
perhaps this unfortunate person will experience a Major Depressive Episode or will develop
an Anxiety Disorder.
In traditional terms it could be said that this person is under intense stress. In fact, because
of Selves influence, psychology and medicine have tended to regard stress as if it were some
thing that could destroy our health and happiness even against our wills.
But it could just as well be said that the person in the example has simply failed to accept
change in a healthy, adaptive manner.
So maybe stress isnt anything at all. Maybe its just a descriptive term that our culture uses
to normalize unconscious anger, a fear of love, a lack of forgiveness, a desperate clinging to
a vain identity, and an absence of a spiritual life. Maybe stress is just a convenient myth to
shift responsibility for life away from ourselves and onto something so vague that everyone
can love to hate it.

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But those who accept the discipline of a relaxation technique are at least taking a positive
step not to fighting stress, but toward living responsible lives.

T 8.2
What are the most common Causes for stress?

Stress is a fact of life for many people. Our response to everyday problems determines our
level of stress and our overall well-being. Some people have the ability to face monumental
issues with relative ease, while others are overwhelmed by minor nuisances. While the
things that trigger stress vary from person to person, there are some life occurrences that
are common sources of stress for many. It is important to identify stressors in order to make
necessary life changes that will help reduce stress levels.

Family and Friends

Family life can be a rewarding and fulfilling experience for most people. However, at times,
demands placed by children, spouses, parents and siblings can be overwhelming. The need
to juggle a peaceful home life, coupled with outside demands, can be burdensome.
Friendships also can cause stress when arguments ensue, too much is asked of our time or
relationships change or ultimately end.

Life Changes

Marriage, pregnancies, divorce and death are some major life events that can be extremely
stressful. While many positive life changes are planned for and welcome, even those can
cause stress due to new responsibilities and expectations. Coping with these events is easier
with advanced knowledge and preparation.

Money

Financial woes have become commonplace to many people. Stress about money may be
caused by insufficient income and getting behind in bills, arguing with your spouse about
spending habits or fears of not having enough to fund retirement.

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Work

Workplace demands are placed on all employees, and expectations must be met. Jobs can
become stressful when a person feels unable to meet these demands, is overworked or
even becomes bored with the job. The Mayo Clinic states that impossible bosses or changes
at work also can cause stress symptoms. Fears of being fired often prevent workers from
speaking up or requesting changes that would decrease their stress levels.

Figure 8.2.1

Health Issue

Physical ailments, such as chronic pain, can be a daily burden on the sufferer. According to
the Cleveland Clinic, physical illness causes stress due to the disruption in regular schedules
and routines. Stress also can worsen an existing illness; therefore, managing stress
effectively is critical for overall health.

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T 8.3

What are the common signs/symptoms signs

Physical symptoms /signs

Emotional symptoms /signs

Behavioral symptoms /signs

Physical symptoms /signs

Physical symptoms that may occur from stress include headaches, chest pain, excessive
fatigue, insomnia, stomach upset and a change in sex drive, according to the Mayo Clinic.
Other symptoms may also include dry mouth, racing heart rate, cold hands and/or feet and
excessive sweating. If you develop chest pains along with shortness of breath and dizziness,
you should seek emergency help to ensure you don't have more serious health problems
going on.

Emotional symptoms /signs

Emotional stress can be a hazardous condition if it is not monitored properly. Many forms of
stress are present in our everyday lives and learning to understand and cope with the
effects are a prerequisite to good health. Taking the time to maintain your emotional health
should not only be a priority, but a very real necessity to living a peaceful and enjoyable life.
Since emotional stress isn't always easily detectable, knowing the signs and symptoms is
helpful.

Sleep Habits

Staying in bed and taking frequents naps throughout the day, as well as not being
able to sleep more than a few hours, are signs of emotional stress. The resulting lack
of sleep can lead to a loss of coordination and possible accidents during the
workday.

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Eating Habits

Emotional stress is sometimes manifested through a need to over- or under-eat.


Simply forgetting to eat three meals each day, or eating constantly without thought
to what you're eating, are also signs of stress.

Temper Flares

Having a short temper or "short fuse," showing an inability to maintain a simple


conversation without arguing, can both be symptoms of emotional stress.

Isolation

Avoiding activities that you used to enjoy can be a symptom of emotional stress.

Bad Financial Decisions

Deciding to purchase extravagant amounts of unneeded household appliances,


clothing, or other items could be a sign of emotional stress.

Body Aches

Having aches and pains in the upper regions of the neck and back of the head are
symptoms of stress. Consider visiting a psychologist or other mental health
professional if the symptoms increase markedly within the space of a few days, as
this can be a sign of clinical depression.

Substance Abuse

Deciding to smoke cigarettes incessantly when you previously did not smoke may be
a sign of emotional stress.

Behavioral symptoms /signs

Behavior is another common complaint from caregivers who may find the changes in social
and personal conduct embarrassing or frustrating. These behaviors are often associated

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with a lack of inhibition, resulting in impulsive or inappropriate behavior, such as overeating,
outbursts of frustration, touching strangers, urinating in public or diminished social tact.
Caregivers often notice an overactive "sweet tooth." Restlessness, irritability,
aggressiveness, violent outbursts or excessive sentimentality is not unusual either.

There is usually difficulty in reasoning, judgment, organization and planning, and


consequently, these patients can be quite gullible and fall prey to scams on the computer or
in person. As the disease progresses, this lack of judgment may lead to criminal behavior. At
the extreme, the impulsivity can be self-destructive, as when patients try to get out of a
moving car. In some people, inappropriate sexual behavior occurs.

There may also be repetitive or compulsive behaviors that may include hoarding, doing the
same thing over and over (for instance, reading the same book several times or walking to
the same location again and again), pacing, or repeating particular "catch phrases" over and
over in their speech.

The person with may experience false thoughts that are jealous, religious or bizarre in
nature. Or they can develop euphoria excessive or inappropriate elation or exaggerated self-
esteem.

Even though they might complain of memory disturbance, patients with the behavioral
variant of front temporal dementia can usually keep track of day to day events and
understand what is going on around them. Also, for people with their language skills and
memory usually remain intact until late in the disease.

These behaviors have a physical cause and are not something that the person can usually
control or contain. Indeed, often the person has little or no awareness of the problem
behaviors.

Figure 8.3.1

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T 8.4

Briefly explain how stress affects to your daily routine

It is impossible for us to avoid stress, it normally happens over situations we can and cannot
control. Stress can happen to everyone but how they allow it to affect them is all different.
There are certain situations that stress will appear from and some things we can do
something about right away and some you cannot. The idea is not to really let the stress
affect our daily life. The reason is that at some point during the day we will have to go to
work, see our family or friends. Sometimes with stress it can make we lash out against
people for no reason. People under stress are moody, agitated and often hard to calm
down. This is not good for the people around we and it is not good for your health.

If we are having personal or even work issues, it is a great idea to talk to someone about
them. By talking about what the problem is, maybe someone else can offer some
suggestions on what to do to reduce or even eliminate that stressor that is making we
upset. By carrying around stress during the day, it can affect not just our mood but it can
affect our judgment.

Stress can affect our work life as well. The same as judgment, if we are stressed out and
especially if the stress is work related, chances are we are feeling overwhelmed. This can
cause us to make mistakes or become rude to other co-workers. Let's take our home life,
with someone who is feeling a lot of stress often allows it to come into their home lives. We
may start shutting down emotionally on our family, maybe snapping at them or plain out
ignoring them. If we have kids, it is not a good idea to allow stress into our home.

We know that it is hard to leave stress at the door, so we have to come up with an idea of
how to at least manage our stress. It is a good idea to make a list of everything that causes
we stress. Take a long look at the list, put checkmarks or make notes on the problems that
can be fixed right away. If we are thinking about stress that may come in the future then
that is just silly. We have to worry about today and not what is going to happen in the
future.

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T 8.5

Briefly explain how can you analyze/measure the different stress levels of
individuals?

In order to effectively manage stress, we must become aware of the amount and types of
stressors in our everyday life. One way of developing awareness is to assess the frequency
and amount of stress in our daily routine, and then trace the stress to its source. Below is a
list of five quick, easy ways of measuring stress in our daily life. These methods can be easily
used anytime and anywhere.

Check muscle tension by "Scanning"

When we scan, we are checking different muscles in our body as if we could X-ray
each part and look for tension. Start at the top of our head and work our way down.
Check our forehead, eyes, and jaws. Then move to our neck and shoulders and check
for tension or pain. Check our breathing to see if it is rapid and shallow rather than
slow and deep. Scan our upper legs, calves and our feet and toes.

Check hand temperature

Place our hand on the side of our neck just above our collar. If our hand is noticeably
cooler than our neck, our hand temperature indicates that our body is probably
stressed.

Check for nervous sweating

Many people perspire when they are tense. This is an involuntary stress response
that is caused by the secretion of certain stress hormones. This is yet another simple
indicator that our body is responding to some stressor.

Check for a rapid pulse rate

At rest, most people will have a pulse rate in the 50s or 60s. However, if your pulse
rate is higher than 75 bpm, it may indicate that our body is responding to a stressor.

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Check for rapid, shallow breathing

When people are relaxed, they breathe slowly and deeply with relaxed stomach
muscles. When people are tense, they often tighten their stomach muscles and
breathe through their chests. Since the chest is not as expandable as the stomach,
one will exhibit rapid, shallow, chest breathing. One technique for managing stress is
to learn to breathe in a more relaxed Fashion. Relax the stomach and breathe in
slowly, filling the stomach first and then the chest. Relax again as you exhale and
repeat.

Note that each of these methods for dealing with body stress utilizes a physical sign or
symptom to assess stress levels. These signs may not always be perceptible however,
becoming more aware of stress symptoms may reinforce healthy attitudes and practices in
response to common stressors.

After we have used these methods to uncover the most stressful times and places in our
day, then take some time to analyze these situations to see what seems to be causing the
stress. Perhaps it has to do with our workstation. A computer display terminal that is set too
close to our face so that we experience eye strain, or a chair that is too high or too low. A
keyboard that is too high or too low. Or, perhaps our problem is that we and your boss
constantly disagree, or that he or she is putting extra pressure on us to perform tasks within
unreasonable deadlines.

Once we are able to define our most stressful situations and what causes them we will then
be able to map out our strategy for managing these stresses.

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FIGURE LIST
Figure 1.1.1 Data & Information 10
Figure 1.1.2 Data & Information 10
Figure 1.2.1 Physical barriers 12
Figure 1.2.2 Psychological barriers 13
Figure 1.3.1 Effective meeting 16
Figure 1.4.1 Process of communication 17
Figure 1.5.1 Internal phone system 18
Figure 1.5.2 Office environment 18
Figure 1.6.1 Telephone operator 20
Figure 1.7.1 Good listener 22
Figure 2.5.1 Good speaker 30
Figure 3.2.1 TV commercials 32
Figure 3.2.2 Online advertising 33
Figure 3.2.3 Press commercials 33
Figure 3.2.4 Press commercials 33
Figure 3.2.5 Billboard advertising 34
Figure 3.2.6 Coffee cup advertising 34
Figure 3.2.7 Street commercials 35
Figure 3.2.8 Street commercials 35
Figure 3.2.9 Aero advertising 35
Figure 3.2.10 Aero advertising 35
Figure 3.3.1 Hutch 37
Figure 3.3.2 Hutch 37
Figure 3.3.3 Hutch 37
Figure 3.3.4 Airtel 38
Figure 3.3.5 Airtel 38
Figure 3.3.6 Airtel 38
Figure 3.3.7 Airtel 38
Figure 5.2.1 Stress 45

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Figure 7.1.1 Pareto analysis 57
Figure 7.2.1 Decision making 58
Figure 7.4.1 SWOT analysis 60
Figure 8.2.1 Stress 69

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REFERENCES
Task 01
T 1.1
https://www.udemy.com/blog/difference-between-data-and-information/ 26/03/2014
10.15PM
T 1.2
http://www.skillsyouneed.com/general/what-is-communication.html 26/03/2014 10.25PM
http://opin.ca/article/seven-barriers-communication 26/03/2014 10.35PM
T 1.3
http://leadership.uoregon.edu/resources/exercises_tips/skills/running_effective_meetings
28/03/2014 7.15PM
https://www.ourcommunity.com.au/boards/boards_article.jsp?articleId=64 28/03/2014
7.25PM
T 1.4
http://www.cliffsnotes.com/more-subjects/principles-of-management/communication-and
interpersonal-skills/the-communication-process 29/03/2014 8.20PM
T 1.7
http://www.ingodsimage.com/2009/02/20-qualities-of-good-listeners/ 29/03/2014 8.30PM
http://writermel.hubpages.com/hub/10-Signs-of-a-Good-Listener 29/03/2014 8.45PM
http://olc.spsd.sk.ca/de/resources/6_9ela/GradeLevelObjectives/Listening.htm 29/03/2014
9.15PM
Task 02
T 2.1
http://terrencemetz.com/2013/02/14/8-meeting-purposes-what-tasks-are-you-asking-
yourgroup-to-accomplish/ 31/03/2014 10.25AM
T 2.2
http://westsidetoastmasters.com/resources/powerspeak/lib0195.html 31/03/2014
10.35AM
T 2.3
http://smallbusiness.chron.com/need-agenda-meeting-24384.html 31/03/2014 10.45AM

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T 2.4
http://humanresources.about.com/od/meetingmanagement/g/meeting-minutes.htm
02/04/2014 11.25AM
http://globaltor.com/global-tips/592-importance-of-meeting-minutes 02/04/2014 11.35AM
T 2.5
https://answers.yahoo.com/question/index?qid=20090117101033AA1Qs6m 03/04/2014
9.25PM
http://www.ellenfinkelstein.com/pptblog/12-steps-to-becoming-a-charismatic-speaker/
03/04/2014 9.45PM
Task 03
T 3.1
https://www.google.lk/search?q=Explain+what+is+meant+by+%E2%80%9C+Advertising%E2
%80%9D&ie=utf-8&oe=utf-8&rls=com.yahoo:en-
US:official&client=firefox&channel=sb&gws_rd=cr&ei=UPVTU_rhCoz-8QWbzoCgCg
04/04/2014 3.45PM
T 3.2
http://en.wikipedia.org/wiki/Advertising.html 04/04/2014 3.55PM
http://www2.uncp.edu/home/acurtis/Courses/ResourcesForCourses/Advertising/Advertisin
gWhatIsIt.html 05/04/2014 8.55PM
T 3.4
http://yourbusiness.azcentral.com/examples-competitive-advertising-7266.html
05/04/2014 9.15PM
http://www.wisegeek.com/what-is-competitive-advertising.htm 05/04/2014 9.25PM
https://www.google.lk/search?q=Explain+how+%E2%80%9Cpresenting%E2%80%9D+suppor
ts+to+introduce+a+certain+product+to+a+market.&ie=utf-8&oe=utf-8&rls=com.yahoo:en-
US:official&client=firefox&channel=sb&gws_rd=cr&ei=xPVTU4GqIY3f8AWK34H4Cw
05/04/2014 9.555PM

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Task 04
T 4.2
https://www.google.lk/search?q=Briefly+explain+how+difficult/+easy+it+is+for+you+to+wo
rk+according+to+a+certain+dead+line.&ie=utf-8&oe=utf-8&rls=com.yahoo:en-
US:official&client=firefox&channel=sb&gws_rd=cr&ei=F_ZTU6u_DZe68gX1_4GIAQ
08/04/2014 10.25PM
Task 05
T 5.1
http://searchdatacenter.techtarget.com/definition/workload 15/04/2014 7.35 PM
http://www.roberthalf.com.au/managing-your-workload 15/04/2014 7.55PM
T 5.2
http://www.medicinenet.com/stress_management_techniques/article.htm 19/04/2014
9.15PM
T 5.3
http://www.change-management-coach.com/definition-of-change-management.html
20/04/2014 1.25PM
Task 07
T 7.1
http://en.wikipedia.org/wiki/Pareto_analysis 25/04/2014 7.45AM
http://www.mindtools.com/pages/article/newTED_01.htm 25/04/2014 8.15AM
T 7.2
http://fgbt.org/Leadership-Principles/the-6-c-s-of-decision-making.html 26/04/2014
10.15AM
T 7.3
https://www.ise.gov/building-blocks-content/identify-decision-criteria-ie-factors-you-will-
consider-making-decision-and.html 27/04/2014 11.15AM
T 7.4
http://www.investopedia.com/terms/s/swot.asp 27/04/2014 11.45AM
http://mohammed0352598.blogspot.com/2007/05/strategic-and-creative-use-of-swot.html
27/04/2014 11.55AM
T 7.5
http://toolkit.smallbiz.nsw.gov.au/part/8/42/201 29/04/2014 10.22PM

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http://www.tutorialspoint.com/management_concepts/decision_making_process.htm
29/04/2014 10.25PM
T 7.6
http://www.slideshare.net/rathourvikash/forecasting-and-decision-making 29/04/2014
10.45PM
T 7.7
http://thebusinessexperienceshow.wordpress.com/2013/02/05/7-reasons-why-innovation-
is-important/ 29/04/2014 11.15PM
T 7.8
http://my.safaribooksonline.com/book/quality-management/0130978531/problem-
solving/ch03lev1sec9 29/04/2014 11.25PM

Task 08
T8.1
https://www.google.lk/search?q=Define+what+is+meant+by+stress.&ie=utf-8&oe=utf-
8&rls=com.yahoo:en-
US:official&client=firefox&channel=sb&gws_rd=cr&ei=BPhTU_u_NI7e8AWw2YCwDQ
30/04/2014 9.45PM
T 8.2
https://www.google.lk/search?q=What+are+the+most+common+causes+for+stress%3F&ie
=utf-8&oe=utf-8&rls=com.yahoo:en-
US:official&client=firefox&channel=sb&gws_rd=cr&ei=LvhTU8b0OcKj8AXR34DIAQ
30/04/2014 9.58PM
T 8.3
http://www.helpguide.org/mental/stress_signs.htm 01/05/2014 6.30AM

https://www.google.lk/search?q=Behavioral+symptoms+/signs&ie=utf-8&oe=utf-
8&rls=org.mozilla:en-US:official&client=firefox-
a&channel=np&source=hp&gws_rd=cr&ei=EMNgU5WJJ4SPiAfiwoHIDQ#channel=np&q=em
otional+symptoms+%2Fsigns&rls=org.mozilla:en-US:official 01/05/2014 6.45AM

http://memory.ucsf.edu/ftd/overview/ftd/symptoms/multiple 1/05/2014 6.48AM

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T 8.4
https://www.google.lk/search?q=Briefly+explain+how+stress+affects+to+your+daily+routin
e&ie=utf-8&oe=utf-8&rls=com.yahoo:en-
US:official&client=firefox&channel=sb&gws_rd=cr&ei=dfhTU_7AHdPi8AWgpYGQDw
02/05/2014 9.35AM
T 8.5
https://www.google.lk/search?q=Briefly+explain+how+can+you+analyze/measure+the+diff
erent+stress+levels+of+individuals%3F+&ie=utf-8&oe=utf-8&rls=com.yahoo:en-
US:official&client=firefox&channel=sb&gws_rd=cr&ei=mvhTU6C1Lo358QXex4DgAQ
02/05/2014 9.55AM

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