Master of Business Administration Semester I MB0039 Business Communication - 4 Credits (Book ID: B1128) Assignment

Q1.List the importance of effective communication in the workplace? Ans. Importance of effective communication in the work place Effective communication in the workplace means improving employee communication skills Effective communication in the workplace is the backbone of any business. Without it, youcould miss out on important opportunities, waste time and cause your employees andcustomers to become frustrated.But not everyone is a born communicator, and there is always room to improve. Thats why its important to train your staff to create effective communication in the workplace.

Removing roadblocks to effective communication in the workplaceWhen a problem arises, its often due to poor communication in the workplace. Particularly inthis digital age when we rely so heavily on emails and phone calls to get things done, vitalinformation can become lost or misinterpreted if not communicated clearly.Arming your staff with good communication skills enables them to work efficiently, effectivelyand navigate any potential issues that may arise.Everyone is differentPeople have different styles of communication in the workplace. And while there is no right orwrong way to go about it, you can ensure that your staff are understood by teaching them how toadapt their style to the needs of others.With appropriate training, your employees will be able to identify their own communication stylein the workplace, understand how this influences the process, and develop strategies to get thebest results.Effective communication in the workplace is a two-way streetCommunication skills dont simply mean the ability to talk and write effectively - they also relyheavily on listening and negotiation. Through training, employees will be able to practice theiractive listening and problem-solving skills and develop the means to influence outcomes.A professional training organization can help your employees develop effectivecommunication in the workplace by teaching: the importance of effective communication different styles of communication awareness of non-verbal communication, such as body language how to improve written communication skills how to communicate with confidence how to tailor communication for an intended audience how to manage workplace conflicts or issues negotiation and influencing skills Active listening skills and how to ask the right questions. Benefits of training to improve communication in the workplace By developing better rapport with co-workers, employees are likely to be happier and more successful in their roles. Improving employees morale will make them more likely to remain loyal to your business.

Improving communication between individuals, teams or departments within your organization will streamline business processes and activities. Customer retention will be improved through better customer service. Staff will learn how to handle difficult situations and resolve conflict before it becomes a problem.Opening the channelsBy promoting better communication in the workplace, youll not only increase the efficiency ofyour team, but your organization too. Talk to a training specialist today about how you canimprove the communication skills of your staff to create a more successful business.

Q2. Explain the different aspects of non-verbal communication?

Ans. Different aspects of non-verbal communicationNon-verbal communication, defined as communication without words. It refers to any way ofconveying meanings without the use of verbal language. The game of dumb charades is aperfect example. Non-verbal communication is generally unintentional, unlike verbalcommunication. All of us tend to communicate silently and unknowingly send signals andmessages by what we do, apart from what we say. Gestures, facial expressions, posture and theway we dress, are all part of non-verbal communication. Nonverbal communication can have agreater impact than verbal communication, since how you say something is sometimes moreimportant than what you say. Although non-verbal communication can affect both ourpersonal and business relationships, it is particularly important in the workplace. While thespoken or written words may be perfect, the non-verbal aspects could convey theexact opposite meaning. Aspects of non-verbal communication:1. Kinesics this is the most often studied and important area of non-verbal communication andrefers to body movements of any kind. Different body movements can express inner states ofemotion. Facial Expressions can convey feelings of surprise, happiness, anger and sadness. Ifyou meet a long lost friend and say Im very happy to meet you again, but with a sad facialexpression, it conveys the exact opposite meaning. Eye Movements, such as wide open pupilsexpress feelings of surprise, excitement or even fear. The importance of eye contact with onesaudience was pointed out earlier. Direct eye contact is an indication of intensity and interest,while lack of it can convey feelings of nervousness and guilt. Gestures, such as movement of thehands while giving a lecture or presentation indicates a high level of involvement in what you aresaying. On the other hand, shuffling of the feet is a sign of nervousness and speaking with oneshands in ones pockets is considered to be casual or even rude. Head Movements like noddingthe head can convey interest, appreciation, agreement or understanding. Body Shape and Posture Body shape is not within ones control but can be stereotyped to convey certain meanings.For example, someone who is strong and muscular is generally thought to be athletic, as opposedto a person who is short and fat! Posture on the other hand is within our control. In formalsettings such as job interviews or classroom settings, it is essential that you maintain an erectposture to convey that you are attentive, since slouching or a relaxed posture conveys a casualattitude. Physical Appearance Our outward appearance, including the way we dress and thejewelry and make-up that we wear can convey an impression of formality or informality. Goingto a job interview dressed in blue jeans or not sticking to a stipulated dress code at the workplacecan convey that you are a rebel, non-conformist or a very

casual person. Therefore, it isimportant to take care of your appearance, so that you convey the right meaning to others. 5. 2. Proxemics Proxemics is derived from the word proximity or closeness and is thecommunication term for personal space and distance. The space and distance which we choose tokeep from people is also part of non-verbal communication. Each of us has our own inner andouter circles, which differ for different people. Our inner most circle is an intimate space, intowhich we generally admit only select people such as family and close friends. Next comes apersonal space which might include other friends and colleagues or coworkers. These twospaces involve communication of an informal nature. Most of us also have a social and publicspace, which includes official or workplace relationships, where the communication is of a moreformal nature. In a business context, it is more relevant to understand the concept of fixedspace and semi-fixed space. Fixed space means that the physical features of thework environment such as furniture, room size and seating arrangement are permanent.3. Time Language This refers to the meaning or importance attached to time and varies betweendifferent people. One person may value time more than another. Similarly, time language alsovaries across cultures. In most western cultures for example, punctuality is considered to beimportant. Arriving late for a business meeting is inexcusable. In other cultures, it is morerelaxed and time is not given that much importance. We convey messages to others through thetime we spend on a work related activity or by the importance that we give to time. Arrivingearly at work or for a job interview shows interest, involvement and seriousness. Spending timewith an employee and giving him suggestions on how to improve his performance shows interestand involvement in his career growth.4. Paralanguage Para means like or similar to, therefore paralanguage means likelanguage. Of all the forms of non-verbal communication, paralanguage is closest to verbalcommunication. It refers to the tone of voice with which something is said. In other words, it ishow something is said, and not what is said. The tone of voice includes the pitch (high orlow pitch), the pace (slow or fast) the emphasis on words and the volume (soft or loud) and canconvey different moods and emotions, as mentioned earlier in this unit. Example: The statementI practice good business communication can be understood in different ways, depending on theemphasis on certain words. Saying I practice good business communication means that I alonepractice it above anyone else. On the other hand, saying I practicegood business communication could be interpreted to mean that you communicate particularlywell in a business context, rather than in a general context. The important point to keep in mindregarding tone of voice is to avoid mixed signals that is, making sure that what you say isconsistent with how you say it.5. Physical Context: This refers to the physical environment or surroundings within whichwe communicate and includes two aspects 1) color and layout and 2) design.Colors are known for their symbolic meaning and have associations with different feelings.For example, colors like black and grey are associated with death, mourning and negativefeelings. Yellow and green are associated with more positive feelings. Of course, these can also 6. vary across cultures. The point to remember is that you can make the right impressions with useof the right colors. Layout in a work environment refers to the size of an office, or thearrangement of furniture. Design refers to the type of chairs, desks or carpeting. All these canconvey status, formality or informality. We have seen how the types of nonverbalcommunication outnumber the types of verbal communication. Non-verbal communication

is animportant supplement to verbal communication and can enhance verbal communication, if usedin a positive way. Q 3: Write short notes on:(a) Upward communication (b) Downward communication (c) Horizontal
communication?

Ans: a) Upward CommunicationUpward communication is the flow of information from subordinates to superiors, or fromemployees to management. Without upward communication, management works in a vacuum,not knowing if messages have been received properly, or if other problems exist in theorganization.By definition, communication is a two-way affair. Yet for effective twoway organizationalcommunication to occur, it must begin from the bottom.Upward Communication is a mean for staff to:Exchange informationOffer ideasExpress enthusiasmAchieve job satisfactionProvide feedback 8. b) Downward CommunicationInformation flowing from the top of the organizational management hierarchy and telling peoplein the organization what is important (mission) and what is valued (policies).Downward communication generally provides enabling information which allows asubordinate to do something.e.g.: Instructions on how to do a task.Downward communication comes after upward communications have been successfullyestablished. This type of communication is needed in an organization to:Transmit vital informationGive instructionsEncourage 2-way discussionAnnounce decisionsSeek cooperationProvide motivationBoost moraleIncrease efficiencyObtain feedbackBoth Downward & Upward Communications are collectively called Vertical Communication 9. c) Horizontal/Literal communicationHorizontal communication normally involves coordinating information, and allows people withthe same or similar rank in an organization to cooperate or collaborate. Communication amongemployees at the same level is crucial for the accomplishment of work.Horizontal Communication is essential for:Solving problemsAccomplishing tasksImproving teamworkBuilding goodwillBoosting efficiency.

Q4. Explain the different barriers to listening.List the differences between Discriminative listening and comprehension listening? Ans:

.Ans.Barriers to listening A pointed out earlier, listening is not easy and there are a number ofobstacles that stand in the way of effective listening, both within outside the workplace. These barriers may be categorized as follows.1. Physiological Barriers: - some people may have genuine hearing problems or deficiencies thatprevent them from listening properly. Once detected,date andgenerally be treated. Some people may have difficulties in processinginformation, ormemory related problem which make them poor listeners. Another physiological barrier is rapidthough. Listeners have the ability to process information at the rate

of approximately 500 words perminute, whereas speaker talks at around 120 words per minute. Since listeners are left with a lot ofspare time, there attention may not be focused on words the speaker is saying, but may underelsewhere.2. Physical Barriers: - These referred to distraction in the averment such as the sound of an airconditioner, cigarette smoke, or an overheated room, which interfere with thelistening process. They could also be in the form of information overload.For example, if you are in meeting with your manager and the phone rings and your mobile beeps atthe same time to let u know that you have the message. It is very hard to listen carefully to what isbeing said.3. Attitudinal Barriers :- pre occupation which personal or work related problems can make itdifficult to focus ones attention completely on what speaker is saying, even what is being said is ofcrime importance. Another common attitudinal barrier is egocentrism or the belief that you are moreknowledgeable when the speaker and that you have nothing new to have to learn from his ideas.People with this kind of close minded attitude may very poor listeners.4. Wrong Assumptions:- The success of communication depend on the both the sender and receiver,as we have seen in an earlier unit. It is wrong to assume that communication is the sole responsibilityof the sender or the speaker and those listeners have no role to play. Such an assumption can be bigbarrier to listeningFor example, a brilliant speech or presentation, however welldelivered, is wasted if the receiver is notlistening at the other end. 11. Listeners have as much responsibility as speakers to make the communicationsuccessful, by payingattention seeking clarifications and giving feedback. Another wrong assumption is to think thatlistening is a passive activity, in which a listener merely the thoughts of the speaker. On the contrary,real listening or active listening is hard work it requires speaking sometimes to ask question, agreeor disagree with the speaker, give feedback etc.5. Cultural Barriers: - accents can be barriers to listening, since they interfere with the ability tounderstand the meaning of words that are pronounced differently. The problem of different accentsarises not only between cultures, but also within a culture. For example, in a country like India wherethere is enormous cultural diversity, accents may differ even between regions states. Another type ofcultural barrier is doddering cultural values. Theimportanceattached to listening and speaking differs in westen and oriental cultures.Generally,Orientals regard listening and silence as almost a virtue, whereas Attach greater importance tospeaking. Therefore this would interfere withthelistening process, when two people from these two different cultures communicate.6. Gender Barriers: communication research has shown that gender can be barrier to listening.Studies have revealed that men and women listen very differently and for different purposes. Womenare more likely to listen for the emotion behind a speakers words, when men listen more for the factsand the content.Example: - salespersons giving a demonstration of a new type of office equipment may be asked bytwo colleagues if the equipment will work without ant problem and respond by saying Sure. Amale user may take his at face value; whereas the female user may detect some hesitation in hisvoice. This is because the male user listens for the content of the message, where as the female userlisten for the tone of the message.7. Lack of Training: - listening is not an inborn skill. People are not born good listeners. Theyhave to develop the art of listening through practice and training. Lack of training in listing skills isan important barrier to listing, in the Indian Context.8. Bad Listening Habits: - Most people are very average listeners who have developed poorlistening habits that are hard to say and that act as barriers to listening. For example,some people have the habits of faking attention, or trying to look like a listeners, in

order toimpress the speaker and to assure him that they are paying attention. Others may tend to listen toeach and every fact and, as a result, miss out on the main point.

Q5. Discuss the principles of business writing?

Ans. Principles of Business WritingInitial ThoughtsQuite a number of writing principles have made the rounds over time and I hope my contributionhelps to further sharpen these principles; first off, what Ive found to add tremendous benefit to theseprinciples is the art of passive vs. active writing.The PrinciplesEach of these will be explained in a few sentences...Stay FocusedFirst off, you need to adjust the scope and scale of your writing to influence the behavior of yourreaders. This is the first step towards sharpening the focus of your writing.Scope - adjust the breadth (restricting yourself to the subject matter) and depth (level of detailincluded) of your material.Scale - length of your writing. The larger your scale, the higher the need to plan your writing.Behavior - action or inaction of your reader after reading your material.Identify your PurposeNext is to identify the purpose of your writing and connect it to your readers expectations. Avoidbuzzwords and simply use a purpose analysis model (usually sieved from questions asked whentaking your initial brief) to gather your thoughts in 3 simple ways:Identify your personal values and ambitionsIdentify your readers expectationsFind areas of overlap emphasize recurring commonalities and address all discrepancies. 13. Explain your MeaningAlways explain the meaning of whatever you write, whilst making sure readers can also relate!! :0)For example, answering the question what does A mean to B in a business stakeholderscommunication is a simple, yet effective way of connecting with your readers. If you are looking fora simple way to put this into writing, use the [Statement], meaning [consequence] format. Simpleillustrations include:We are facing stiffer competition in our market, meaning we need to develop new productsThis logistics team achieved its set targets, meaning team members have earned a bonus.Substantiate, substantiate, substantiate!!!Your writing will gain credibility when it is substantiated with facts. Always make sure to verifyyour factual statements before publishing. ;0)My approach will be to use focus as the lead principle. This will guide you when building a text fromscratch. Once the main structure of the text has been prepared, your substantiating details can then beadded.Always build a StructureThree useful indicators include the use of sequence, consistency and balance to build a structure thatguides the reader though your textSequence - order in which your writing unfolds;Consistency - using the same style and the same words when referring to the same object;Balance - your sentence or paragraph must be long enough to maintain a readers interest but not toolong. Consider sentences that are around 2 to 3 lines and paragraphs that hover around 6 to 10 lines.Provide enough writing ClarityEnsuring clarity when youre writing is presenting your piece so that the readers thinking revolvesaround a compelling idea.Total clarity is therefore achieved during editing, since this is where you create a distance betweenyourself and the material; i.e. reviewing and re-writing it. This puts your writing into perspective and 14. allows proper evaluation of the pros and cons of your work, a definite litmus test to check whetherthe initial five principles are self-evident.Remain Humble!!!Be humble while writing and editing, and always critically judge your work first. Though this has noeffect on how good the technicality of your work is, the truth is that most people are sick of readinganything that has an

arrogant or condescending tinge to it. A tinge you definitely want to avoid ifyour thoughts are to be heard via your writing.
Q6. Explain the advantages of oral communication with the help of suitable example?

Ans: Ans. Oral CommunicationOral communication implies communication through mouth. It includes individuals conversing witheach other, be it direct conversation or telephonic conversation. Speeches, presentations, discussionsare all forms of oral communication. Oral communication is generally recommended when thecommunication matter is of temporary kind or where a direct interaction is required. Face to facecommunication (meetings, lectures, conferences, interviews, etc.) is significant so as to build arapport and trust.Advantages of Oral CommunicationThere is high level of understanding and transparency in oral communication as it isinterpersonal.There is no element of rigidity in oral communication. There is flexibility for allowingchanges in the decisions previously taken.The feedback is spontaneous in case of oral communication. Thus, decisions can bemade quickly without any delay.Oral communication is not only time saving, but it also saves upon money and efforts.Oral communication is best in case of problem resolution. The conflicts, disputes andmany issues/differences can be put to an end by talking them over.Oral communication is an essential for teamwork and group energy.Oral communication promotes a receptive and encouraging morale amongorganizational employees.Oral communication can be best used to transfer private and confidentialinformation/matter.