CONTACT:
PRAKASH
Mob:
+919741410271 / +918722788493
BUSINESS COMMUNICATION
Section A:
Part one:
1.
__________is an essential function of Business Organizations:
a.
Information
b.
Communication
c.
Power
d.
None of the above
2.
Physiological Barriers of listening are:
a.
Hearing impairment
b.
Physical conditions
c.
Prejudices
d.
All of the above
3.
Which presentation tend to make you speak more quickly than usual:
a.
Electronic
b.
Oral
c.
Both ‘a’ and ‘b’
d.
None of the above
4.
What is the main function of Business Communication:
a.
Sincerity
b.
Positive language
c.
Persuasion
d.
Ethical standard
5.
The responsibilities of the office manager in a firm that produces electronics
spares is:
a.
Everything in the office runs efficiently
b.
Furniture and other equipment in the office is adequate
c.
Processing all the incoming official mail and responding to some
d.
All of the above
6.
Labov’s Storytelling Model based on:
a.
Communication through speech
b.
Language learning
c.
Group Discussions
d.
None of the above
7.
Diagonal Communication is basically the:
a.
Communication across boundaries
b.
Communication between the CEO and the managers
c.
Communication through body language
d.
Communication within a department
8.
How to make Oral Communication Effective?
a.
By Clarity
b.
By Brevity
c.
By Right words
d.
All of the above
9.
Direct Eye contact of more than 10 seconds can create:
a.
Discomfort & Anxiety
b.
Emotional relationship between listeners and speakers
c.
Excitement
d.
None of the above
10.
Encoding means:
a.
Transmission
b.
Perception
c.
Ideation
d.
None of the above
Part Two:
1.
Define Communication. How can you classify Communication?
2.
Explain ‘Space Language’.
3.
Differentiate between good listeners and bad listeners.
4.
What are the different types of Business Reports?
5.
What is Synopsis?
Section B: Case lets
Case let 1
Mr.
and Mrs. Sharma went to Woodlands Apparel to buy a shirt. Mr. Sharma did not
read the price tag on the piece selected by him. At the counter, while making
the payment he asked for the price. Rs. 950 was the answer.
Meanwhile,
Mrs. Sharma, who was still shopping came back and joined her husband. She was
glad that he had selected a nice black shirt for himself. She pointed out that
there was a 25% discount on that item. The counter person nodded in agreement.
Mr.
Sharma was thrilled to hear that “It means the price of this shirt is just Rs.
712. That’s fantastic”, said Mr. Sharma.
He
decided to buy one more shirt in blue color.
In
no time, he returned with the second shirt and asked them to be packed. When he
received the cash memo for payment, he was astonished to find that he had to
pay Rs. 1,900 and Rs. 1,424.
Mr.
Sharma could hardly reconcile himself to the fact that the counter person had
quoted the discounted price which was Rs. 950. The original price printed on
the price tag was Rs. 1,266.
Questions
1.
What should Mr. Sharma have done to avoid the misunderstanding?
2.
Discuss the main features involved in this case.
Case let 2
I
don’t want to speak to you. Connect me to your boss in the US,” hissed the
American on the phone. The young girl at a Bangalore call centre tried to be as
polite as she could. At another call centre, another day, another young girl
had a Londoner unleashing himself on her, “Young lady, do you know that because
of you Indians we are losing jobs?”
The
outsourcing backlash is getting ugly. Handling irate callers is the new brief
for the young men and women taking calls at these outsourced job centers.
Supervisors tell them to be ‘cool’. Avinash Vashistha, managing partner of
NEOIT, a leading US-based consultancy firm says, “Companies involved in outsourcing
both in the US and India are already getting a lot of hate mail against
outsourcing and it is hardly surprising that some people should behave like
this on the telephone.” Vashistha says Indian call centres should train their
operators how to handle such calls.
Indeed,
the furor raised by the Western media over job losses because of outsourcing
has made ordinary citizens there sensitive to the fact that their calls are
being taken not from their midst, but in countries such as India and the
Philippines.
The
angry outbursts the operators face border on the racist and sexist, says the
manager of a call centre in Hyderabad. But operators and senior executives of
call centres refuse to go on record for fear of kicking up a controversy that
might result in their companies’ losing clients overseas.
“It’s
happening often enough and so let’s face it,” says a senior executive of a
Gurgaon call centre, adding, “This doesn’t have any impact on business.”
Questions
1.
Suppose you are working as an operator in a call centre in India and receiving
calls from Americans and Londoners. How would you handle such calls?
2.
Do you agree with the view such abusive happenings on the telephone do not have
any impact on business?
Section C: Applied
Theory
1.
What is meant by Communication Barriers? How and why do they occur? What can be
done to overcome the Barriers to Communication?
2.
Define and explain the term Negotiation and also briefly explain the phases of
Negotiation.
CONTACT:
PRAKASH
Mob:
+919741410271 / +918722788493
No comments:
Post a Comment