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Question Bank of Business Communication (EMFM10) Q.1 What are the different types of Communication?

What are its advantages and disadvantages? Briefly explain the Communication cycle?
Communication is a process that involves exchange of information, thoughts, ideas and emotions. Communication is a process that involves a sender who encodes and sends the message, which is then carried via the communication channel to the receiver where the receiver decodes the message, processes the information and sends an appropriate reply via the same communication channel. Based on the channels used for communicating, the process of communication can be broadly classified as: i. Verbal communication includes written and oral communication ii. Non-verbal communication - includes body language, facial expressions and visuals diagrams or pictures. i. Verbal Communication: Verbal communication is further divided into written and oral communication. The oral communication refers to the spoken words in the communication process. Oral communication can either be face-to-face communication or a conversation over the phone or on the voice chat over the Internet. Spoken conversations or dialogs are influenced by voice modulation, pitch, volume and even the speed and clarity of speaking. The other type of verbal communication is written communication. Written communication can be either via snail mail, or email. The effectiveness of written communication depends on the style of writing, vocabulary used, grammar, clarity and precision of language.

ii. Nonverbal Communication: Non-verbal communication includes the overall body language of the person who is speaking, which will include the body posture, the hand gestures, and overall body movements. The facial expressions also play a major role while communication since the expressions on a person's face say a lot about his/her mood. On the other hand gestures like a handshake, a smile or a hug can independently convey emotions. Non verbal communication can also be in the form of pictorial representations, signboards, or even photographs, sketches and paintings. Written Communication Some of the main advantages and disadvantages of written communication are: Advantages Written communication is good for complicated and vital instructions, which can be given in a precise and uniform manner. There is a lesser chance for the message to be misunderstood. Written instructions can be checked at a later date. It serves as a useful reference. Authority is transmitted more effectively with a written order than with an oral one Disadvantages It is impersonal. People may not always read them. It does not answer questions and there is no immediate feedback. Spoken Communication Examples of spoken communication that is used in the workplace include conversations, interviews, counseling/helping colleagues, meetings, conferences.

Advantages Oral communication allows for immediate feedback such as the opportunity to ask questions when the meaning is not entirely clear. The sender is able to check and see whether if the instruction is clear or has created confusion. Spoken instructions are flexible and easily adaptable to many diverse situations. Disadvantages Poor presentation of the message or the instruction can result in misunderstanding and wrong responses. Spoken communication is influenced by both both verbal and non-verbal communication such as tone or body language which may skew the meaning of your message in the mind of the receiver. Non-verbal communication Advantages You can communicate with someone who is hard of hearing of deaf. You can communicate at place where you are supposed to maintain silence. You can communicate something which you don't want others to hear or listen to. You can communicate if you are far away from a person. The person can see but not hear you. Non-verbal communication makes conversation short and brief. You can save on time and use it as a tool to communicate with people who don't understand your language. Disadvantages You can not have long conversation. Can not discuss the particulars of your message Difficult to understand and requires a lot of repetitions. Can not be used as a public tool for communication. Less influential and can not be used everywhere. Not everybody prefers to communicate through non-verbal communication. Can not create an impression upon people/listeners.

Communiction cycle
Communication requires a sender, a message, and an intended recipient.

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Q.2 What are the 4 steps of listening skills. What is a profile of an effective listener?
Hearing is a physical ability while listening is a skill. Listening skills allow one to make sense of and understand what another person is saying. In other words, listening skills allow you to understand what someone is "talking about". Four steps of listening 1. 2. 3. 4. Hearing - If you can repeat the speakers words, you have heard the message Interpretation - Depends on vocabulary, knowledge, interpretation Evaluation - Listener decides what to do with the received information: eg sales talk Response - Maybe in words or body language

Profile of an effective listener (Dos & Donts) Good Listener: Consider listening and opportunity to learn Are aware of personal prejudices so avoid judging the speaker Are not influenced by word filled with emotions Are not upset by use of any words Listen to ideas behind the speakers words Use the time lag to evaluate what they hear Consciously notice the speakers non-verbal behaviour Make and maintain good and comfortable eye contact Reflect appropriate feelings in facial expressions Sit/stand in attentive posture Tune in to speakers line of thought Use same grammar as the speaker Reflect on the speakers terminology Use emphathic questioning techniques Ask open ended questions, seeking information and clarification Summarise what the speaker has said

Guideline for effective Listening Stop talking, be attentive, make the speaker feel important Put the speaker at ease Create positive atmosphere through body language Be patient Show that you are listening Write down important points so speaker feels important Do not allow distractions Do not interrupt Do not give advice Do not question Do not take conversation in a different direction Do not criticise Keep your temper- an angry person cannot speak nor listen Listen between the lines Keep an open mind, do not jump to conclusions

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Q.3 Define negotiation, How important is positive behavior in negotiation skills?


Negotiation is a process by which the involved parties or group resolve matters of dispute by holding discussions and coming to an agreement which can be mutually agreed by them. It also refers to coming to closing a business deal or bargaining on some product. Positive Behaviour Showing respect for the other persons opinion. Showing willingness to change your judgement in the light of new evidence Keeping an open mind. Being sincere and consistent in your approach. Avoiding his defeat in argument leave him a way out where possible. The ultimate settlement is frequently not what was originally envisaged. Remember that good negotiators start high so that they have a strategic anchor! Dont make promises unless you are absolutely certain of your backing, and that you will be able to keep them. Always leave yourself a small loophole. Dont ever be dogmatic. Even before the negotiation process starts, people in a positive mood have more confidence, and higher tendencies to plan to use a cooperative strategy. and more cooperative strategies. Indeed, compared with negotiators with negative or natural affectivity, negotiators with positive affectivity reached more agreements and tended to honor those agreements more. Post negotiation positive affect has beneficial consequences as well. It increases satisfaction with achieved outcome and influences ones desire for future interactions. Moreover, because anger makes negotiators more self-centered in their preferences, it increases the likelihood that they will reject profitable offers. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Q.4 List the 7 Cs of communication. Describe them briefly?


Communication, whether oral or written, is all about understanding. Your aim should be to communicate your message successfully so that it is received as you intended, without any misunderstanding. You can achieve effective communication by having a thorough knowledge of the communication cycle, by being aware of the barriers that exist, and by following this seven-step process i.e. called 7cs of Communication. There are 7 Cs of effective communication which are applicable to both written as well as oral communication. These are as follows: 1. Completeness - The communication must be complete. It should convey all facts required by the audience. The sender of the message must take into consideration the receivers mind set and convey the message accordingly. A complete communication has following features: Complete communication develops and enhances reputation of an organization. Moreover, they are cost saving as no crucial information is missing and no additional cost is incurred in conveying extra message if the communication is complete. A complete communication always gives additional information wherever required. It leaves no questions in the mind of receiver. Complete communication helps in better decision-making by the audience/ readers/ receivers of message as they get all desired and crucial information. It persuades the audience.

2. Conciseness - Conciseness means wordiness, i.e, communicating what you want to convey in least possible words without forgoing the other Cs of communication. Conciseness is a necessity for effective communication. Concise communication has following features: It is both time-saving as well as cost-saving. It underlines and highlights the main message as it avoids using excessive and needless words. Concise communication provides short and essential message in limited words to the audience. Concise message is more appealing and comprehensible to the audience. Concise message is non-repetitive in nature. 3. Consideration - Consideration implies stepping into the shoes of others. Effective communication must take the audience into consideration, i.e, the audiences view points, background, mind-set, education level, etc. Make an attempt to envisage your audience, their requirements, emotions as well as problems. Ensure that the self-respect of the audience is maintained and their emotions are not at harm. Modify your words in message to suit the audiences needs while making your message complete. Features of considerate communication are as follows: Emphasize on you approach. Empathize with the audience and exhibit interest in the audience. This will stimulate a positive reaction from the audience. Show optimism towards your audience. Emphasize on what is possible rather than what is impossible. Lay stress on positive words such as jovial, committed, thanks, warm, healthy, help, etc. 4. Clarity - Clarity implies emphasizing on a specific message or goal at a time, rather than trying to achieve too much at once. Clarity in communication has following features: It makes understanding easier. Complete clarity of thoughts and ideas enhances the meaning of message. Clear message makes use of exact, appropriate and concrete words. 5. Concreteness - Concrete communication implies being particular and clear rather than fuzzy and general. Concreteness strengthens the confidence. Concrete message has following features: It is supported with specific facts and figures. It makes use of words that are clear and that build the reputation. Concrete messages are not misinterpreted. 6. Courtesy - Courtesy in message implies the message should show the senders expression as well as should respect the receiver. The sender of the message should be sincerely polite, judicious, reflective and enthusiastic. Courteous message has following features: Courtesy implies taking into consideration both viewpoints as well as feelings of the receiver of the message. Courteous message is positive and focused at the audience. It makes use of terms showing respect for the receiver of message. It is not at all biased. 7. Correctness - Correctness in communication implies that there are no grammatical errors in communication. Correct communication has following features: The message is exact, correct and well-timed. If the communication is correct, it boosts up the confidence level. Correct message has greater impact on the audience/ readers. It checks for the precision and accurateness of facts and figures used in the message. It makes use of appropriate and correct language in the message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Q. 5 What are presentation skills? What is its importance? List the dos and donts while making a presentation.?

A presentation is delivered to a small knowledgeable audience at a conference, a seminar or a business meeting; its purpose is to inform, explain, persuade or present a point of view; it is followed by questions from the audience. Presentation skills Clear Easy to understand Interesting and engaging Short sharp paragraphs Simple words Repeat key phrases for effect Avoid catch phrases Humour Anecdotes: real-life examples Rhetorical questions: dont require answers

The key to effective presentations is to manage the relationship between yourself and the audience so that a good rapport is developed with them. Importance of Presentation skills. Class Presentations Field Research Business Communications Public Speaking Dos Eye contact Can glance at notes Appropriate gestures Rhetorical questions to involve audience Dont Read directly from notes Read directly from screen Turn back on audience Slouch, hands in pockets No um, ah, you knows No nervous gestures Talk too fast, Talk too quietly ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Q.6 A persons competence and a persons effectiveness are based on their ability to communicate effectively-Comment ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Q.7 The development of an individual depends on his ability and openness to feedback-Comment ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Q.8 Written communication is as important as oral communication- Comment ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

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