NAME

ROLL
NO

Pooja Dutt

1411008323

1 As a speaker you are addressing a group of people. Explain the elements

involved in this communication.
[Key elements of communication-10]
Answer: The elements involved in communication are:
Sender or encoder The person who starts the communication process is
normally referred to as the sender. He is the person who transmits, spreads,
or communicates a message with the purpose of informing, persuading,
influencing or changing the attitude, opinion, or behaviour of the receiver.
Receiver or decoder A receiver is the targeted audience of the message
who will receive the message and translate (decode) it to understand the real
meaning and sends back the feedback (response) to the sender.
Message Message is the encoded idea transmitted by the sender making
the formulation of the message extremely important, for an incorrect
patterning can turn the receiver hostile, making him lose interest altogether.
Channel Another important element of communication is the medium or
channel. A medfium helps the sender to convey the message to the receiver.
Feedback This is the top circle that connects the receiver in the
communication process with the sender, who, in turn, acts as a feedback
receiver and, thus gets to know that the communication has been
accomplished. For example, a manager can send a written response to a
customers letter of complaint. At other times, feedback could be non-verbal,
as in smiles and nods of appreciation during a talk or presentation. Even
failure to respond could be considered as feedback, since it may indicate a
lack of interest or indifference to the senders message. Due to the element
of feedback, people are simultaneously senders and receivers of information
in face-to-face communication.
Context This refers to the setting in which the communication takes place
and could sometimes determine the success or failure of the communication.
Context can be classified as follows:
Physical context This refers to the physical surroundings. For
example, a work or social environment, in which the communication
takes place. Asking your boss for a promotion might be received
differently, depending on whether the communication takes place in
your office, your boss office, at a company party or over lunch at
restaurant.
Social context This refers to the relationship between the sender
and the receiver. Taking the same example, asking for a promotion is
likely to be received differently, depending on how well you get along
with your boss and whether you are personal friends or not.
Chronological context This refers to time related factors that could
influence the communication. For example, is your request made first
thing in the morning or at the fag end of the day? Is it made during or
after work hours? Is it made at a time when the company is going
through problems such as a strike in the factory, or major losses?

Cultural context This refers to the similarity of backgrounds

between the sender and the receiver, such as age, language,
nationality, religion and gender. These factors could influence the
communication favourably or unfavourably.

2 What is the importance of Kinesics and Proxemics in communication?

Explain with examples.
[Kinesics with example-5
Proxemics with example-5]
Answer: Kinesics is the interpretation of body motion communication such as facial
expressions and gestures that is, nonverbal behaviour related to movement of
any part of the body or the body as a whole. Different body movements can express
inner states of emotion. The different body movements are:
Facial expressions Facial expressions can convey feelings of surprise,
happiness, anger and sadness. If you meet a long lost friend and say I am
very happy to meet you again, but with a sad facial expression, it conveys
the exact opposite meaning.
Eye movements The eye movements such as wide open pupils express
feelings of surprise, excitement or even fear. The importance of eye contact
with ones audience 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. As prolonged eye contact can intimidate people, it is
not a good idea to stare at people. Different cultures perceive eye contact
differently. In Asia, Latin America and Africa people avoid direct eye contact
to show respect. Arabs use prolonged eye contact to measure
trustworthiness.
Gestures The gestures such as movement of the hands while giving a
lecture or presentation indicates a high level of involvement in what you are
saying. On the other hand, shuffling of the feet is a sign of nervousness and
speaking with ones hands in ones pockets is considered to be casual or even
rude.
Head movements The head movements like nodding the head can convey
interest, appreciation, agreement or understanding.
Posture Posture, refers to carriage or attitude. Our posture can indicate our
feelings. In formal settings such as job interviews or classroom settings, it is
essential that you maintain an erect posture to convey that you are attentive,
since slouching or a relaxed posture conveys a casual attitude. Similarly,
crossing your arms and legs can convey that you are defensive and rigid.
Uncrossing your arms & legs can indicate that you are willing to listen.
Physical appearance Our outward appearance, including the way we
dress and the jewellery and make-up that we wear can convey an impression
of formality or informality. Going to a job interview dressed in blue jeans or
not sticking to a stipulated dress code at the workplace can convey that you
are a rebel, non-conformist or a very casual person.
Proxemics
Proxemics communication is communicating with others by virtue of the relative
positioning of your bodies. The space and distance which we choose to keep from

people is also part of non-verbal communication. Each of us has our own inner and
outer circles, which differ for different people. The different types of spaces are as
follows:
Intimate space Our inner most circle is an intimate space, into which we
generally admit only select people such as family and close friends.
Personal space A personal space might include other friends and
colleagues or co-workers. The intimate and personal spaces involve
communication of an informal nature.
Social and public space The social and public space includes official or
workplace relationships, where the communication is of a more formal nature.
In a business context, it is more relevant to understand the concept of the following
spaces:
Fixed space Fixed space means that the physical features of the work
environment such as furniture, room size and seating arrangement are
permanent. This conveys an impression of formality.
Semi-fixed space Semi-fixed space means that certain elements of the
environment can be changed. For example, changing the seating
arrangement conveys an impression of informality.
3 How does internal business communication affect the organization?
Discuss the role of each stakeholder in this.
[Importance of internal business communication-3
Stakeholders role-7]
Answer: Business communication is diverse and involves both internal
stakeholders within the organisation, as well as external stakeholders outside the
organisation. A manager has to constantly communicate with and maintain good
relations with each of these stakeholders or public. This will enable the organisation
to achieve its overall goals and project a favourable image. The wheel of business
communication reinforces what we discussed in the very first unit communication
is like breathing, it never stops and is a constant process. Managers have to stay in
continuous touch with their internal stakeholders like their superiors, peers,
subordinates, shareholders, employees and unions. At the same time managers
have to communicate with external stakeholders such as customers, intermediaries
(distributors and retailers), suppliers of materials and components, government,
bankers, society at large and the media. Effective business communication
therefore involves both internal as well as external communication.
Stakeholders
Superiors
Every organisation has a formal reporting system. Superiors are the higher ups in
the organisation to whom you report. The frequency of interaction with them will
vary, depending on your position and responsibilities, as well as their need for
information. As a salesperson, you may have to submit daily or weekly reports of
sales progress. As a marketing manager, you may be required to make periodic
presentations on marketing strategy for new product launches to the Vice President,
Marketing. Occasionally, you may also approach your superiors to communicate

your feelings about your job, unsolved problems with co-workers and your
suggestions for improvement of the organisation.
Peers
Peers are your co-workers, or people at the same level within an organisation. For
example, a marketing manager and an HR manager are peers, since they work at
the same level within different departments. Communication between peers is
essential for functional coordination. An Advertising Manager for example, will need
to communicate with the Finance Manager regarding approval of the advertising
budget for a new product launch. Information sharing is another reason for
communication between peers.
Subordinates
Subordinates are people in the organisation who work below you or report directly
to you. For example, as the Marketing Manager, you may have Assistant Managers
reporting to you, who in turn may have Marketing Executives reporting to them. The
most common reason for communication with subordinates is to convey
organisational procedures, policies, targets and goals. Other reasons include
performance appraisal and feedback, reward and recognition aspects and
disciplinary issues. Appropriate channels of communication with subordinates may
be both oral and written, depending on the situation. Communicating about
organisational procedures is best done through written communication. But,
performance appraisal and feedback should be done through an oral one-to-one
meeting and discussion.
Employees/Unions
Employees/unions can be quite powerful. Therefore communication with them is
essential. The reasons for communication include welfare aspects, disciplinary
aspects and terms of employment. All these should be clearly spelt out and kept on
record. Hence written channels such as written contracts are the most appropriate
channels.
Shareholders
Shareholders are very important internal stakeholders, since they are the owners of
the company. Therefore, it is essential to be completely transparent with
shareholders and to keep them informed of all developments in the company. It is
essential to communicate with shareholders to keeping them informed about the
following:
companys progress on different fronts
Development programmes
New projects undertaken by the company
New capital issues
Any major problems faced by the company
The steps being taken to tackle the major problems
4 Imagine a new product from food industry. Write a persuasive letter to
customers, persuading them to buy your companys product.
[Choosing the product and describing in letter-5
Persuading the customer to buy it-5]

Answer: We are choosing Tasty Chocolates as our product to be launched. The

letter is as follows:
28th January, 2014
Dear Customers,
We are hereby announcing the launch of our new product in chocolate range i.e.
Tasty Chocolate.
This product can be enjoyed by both vegetarians as well as non-vegetarians. Price
is kept quite reasonable. This product is full of protein and carbohydrates so it is
healthy enough. We hereby mention some good qualities of our product so it will be
easier for you to know about our product:
Chocolate decreases stroke risk
Chocolate reduces the likelihood of a heart attack
Chocolate protects against blood inflammation
Chocolate may prevent cancer
Chocolate is good for your skin
Chocolate can control coughs
Chocolate improves blood flow
Chocolate strengthens your brain
Chocolate makes you live longer
As there are various benefits associated with our product so now you will definitely
buy and test our tasty chocolate. We hope you will like it for sure. Your suggestions
and feedback are always welcome.
Sincerely,
National Sales Manager
XYZ Chocolate Company
5 You are going to face a job interview for the post of Manager-operations.
Which aspects you will keep in mind while facing the interview?
[Aspects to be kept in mind during job interview-10]
Answer: Once you have gone through the preparation stage, you are ready to face
the actual interview. This is the most important stage of the job application process,
during which attention should be paid to the following aspects:
Opening formalities Since it is important to create a good first
impression, the way you greet and introduce yourself is important. Using the
name of the interviewer correctly, giving a firm handshake, waiting till you
are asked to be seated and sitting with an erect posture are common
courtesies that should be observed to project a good image.
Non-verbal communication It was emphasised that in face-to-face
communication, non-verbal cues can enhance communication and convey a
positive message. Apart from a firm handshake and erect posture, your nonverbal behaviour should indicate that you are confident and attentive to what
the interviewer is saying. Direct eye contact, facial gestures and nodding to

show that you are listening are all important aspects of non-verbal
communication that should be observed during the interview.
Group interviews A group interview is one where a panel of interviewers
interview a single applicant. The group may comprise people from different
functional areas in the organisation, such as HR, Marketing and Finance.
When asked a question by one of the group members, it is common courtesy
to make eye contact with and address your responses to all the interviewers.
Two-way interview Although the applicants task is primarily to listen and
the interviewers job is primarily to ask questions, it is in the hands of the
applicant to make the communication a two-way process. Apart from
answering questions, the interviewee should show interest in the job and the
company by asking relevant questions, wherever possible.
Honesty and humility It is important to be honest and to avoid giving
vague answers or beating around the bush, if you do not know the answer to
a particular question. Employers appreciate honesty, rather than over-smart
answers. Humility is equally important. For example, when asked about your
weaknesses, do not state that you have no weaknesses. Another point to
remember is to avoid exaggeration. For example, if you are being interviewed
by a top executive of the company, do not suggest that you can turn the
company around.
Positive answers Do not speak ill of your previous employers. If asked
about your previous experiences, you may give honest feedback, but you
should do so tactfully. Your answers should always end on a positive note.
Salary discussion Any discussion on salary should be initiated by the
interviewer and not by the interviewee, especially during the initial interview.
When asked about your salary expectations, you should indicate a range,
rather than a specific figure. Therefore, you should have found out the
general salary range for candidates with your qualifications and experience,
before the interview. Only then can you give a reasonable response to the
question. You also need to assess your own experience, qualifications and
whether you have other job offers, before responding to a question on salary
expectations.
Closing the interview How you close the interview is as important as how
you open it. Normally, the interviewer gives a signal when the interview is
over, either through body language, or by making a comment on the next
step for action. At this point, you must thank the interviewer, give another
firm handshake and say that you look forward to hearing from the company
soon.

6 Write short notes on:

a) SQ3R technique of reading
b) Circulars
[a) meaning and benefits of SQ3R-5
b) Meaning and role of Circulars-5]
Answer: a) Experts recommend this technique for reading to learn, retain and
recall. It helps you to get an in depth understanding of the textual material. The
method involves five simple steps; Survey, Question, Read, Recall and Review.

1. Survey Survey refers to a quick glance through the title page, preface and
chapter headings of a text. By surveying, you will be able to gauge the main ideas
of the text. Besides, the authors name, date, place of publication and title page can
give you an idea of the general subject area. The table of contents, preface or
foreword in a book would give you an idea of the themes and how they are
organised. A survey of the index or bibliography tells you immediately whether the
book contains what you need.
2. Question The second step in the SQ3R technique of reading is question. A
survey of the text will surely raise a few questions in your mind regarding the text.
Some of the questions could be:
Is the book useful or relevant to my study?
Does it provide some guidelines/information on the subject at hand?
However, as you go through the individual chapters, you might have specific
questions regarding the topic.
3. Reading After surveying and questioning, you begin the actual reading. You
need to develop a critical approach to reading anything for that matter. Read the
text over and over again, each time with a different question and a different
purpose in mind. "I read it once and understand everything" kind of attitude is
nothing but a myth. Hence, while reading for the first time, you must just focus on
the main points or ideas and supporting details. Make a note of the important points
that you have read.
4. Recall Recalling or reciting follows reading level. In this level, the reader recalls
or recites the content after reading some portion of text. This is done by checking
and amending notes. This is done because every reading exercise increases your
background knowledge and you must be able to connect the information gained
with the existing knowledge. Thus, recalling whatever you have read enables you to
connect and relate the content with the previous and future learning of the subject
b) Circulars are announcements that are distributed to small or selective groups of
people within the organization. A Circular is also a written formal document, used
from inter departmental, or inter organizational communication. It serves the same
purpose as the notice and may be written for the same reason. The only difference
in the Circular and Notice is that the Notice is displayed at one place, whereas the
Circular is widely circulated among the members concerned. Usually, the signature
of the reader is taken on the Circular, to ensure that the information has been
transmitted.
The common purposes of using a notice in business communication are to:
Invite for a meeting
Inform a new rule/regulation to be initiated or formulated
Inform about an event to be held
Inform the deadline for submitting any paperwork
A notice is therefore a legal document that has to be put up on an official notice or
bulletin board.