International Business Communications, PDF

7/28/2019 International Business Communications, PDF

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INTERNATIONAL BUSINESS COMMUNICATION

Krunoslav Kojanovic

FEBRUARY 11, 2013

ECM COLLAGE EUROPEAN COLLEGE OF MANAGEMENTDUBLIN, IRELAND


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Exam questions

1. Human communication is a process fraught with difficulties. Outline anddiscuss the main barriers to effective communication. (20)

Communication barrier is one of the problems faced by many organizations.Many social psychologists opine that there is 50% to 70% loss of meaning while

conveying the messages from a sender to a receiver. They estimate there are

four basic places where communication could be interpreted wrongly. A few

barriers are given below:

Difference in perception different point of view, usually people ofdifferent ages, nationalities, different culture, education, occupation, sex,

status, personality, and so on will each have different perception and will

each perceive situations differently. Difference in perception are often the

root of the others barriers to communication.

Jumping on conclusions when we see something what we expecting tosee, and when we hear something even before it is said. This may lead us,

as the saying goes.

Stereotyping usually ethnocentrism often lead us to bias andstereotyping. That means that we make assumption about people because

of their race and culture. This may means that the best person does not

get a chance because of a managers bias and stereotyping.

Lack of knowledge it is not easy to communicate effectively withsomeone who has different background from yours, or whose knowledge

of the particular subject is considerably less than yours. It is possible, but

it requires skills on the part of communicator to be aware of the

discrepancy between the levels of knowledge and communicateaccordingly.

Physical barrier one of the major barriers of communication in aworkplace is a physical barrier. Physical barrier in a organisation includes

large working areas that are physically separated from others. Other

distractions that could cause a physical barriers in a organisation are

environmental factors such as a background noise.

Lack of interest one of the greatest barriers to overcome is the receiverslack of interest in your message. You should always be alert to this as a


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possibility, since it is to easy to assume that everyone is a concerned

about our interest as we are.

Language barrier inability to converse to language that is known by boththe sender and receiver it is greatest barrier to effective communication.

When a person using inappropriate words while conversing or writing, it

could lead to misunderstanding between sander and receiver. People

speaking same language can sometimes find it difficult to comprehend

what is being said.

Personality differences in peoples personality such as behaviour canthan effect the behaviour of the other person, and this kind of clash of

personalities is one of the most common cause of communication failure.

Emotions the emotion of either receiver or communicator can also proveto be a barrier.Your emotions could be a barrier if you are engrossed inthem for some reason. In such cases, you tend to have trouble listening to

others or understanding the message conveyed to you.

2. Effective speakers possess both personal qualities and vocal qualities. Discussboth personal and vocal qualities, giving example of EACH. (20)

Effective speaking is result of several things over we need to have control. First,Personal Qualities such as: clarity, accuracy, empathy, sincerity, relaxation, eyecontact, appearance and posture which have a lot to do with what we say and

how we behave, and second Vocal Qualities such as: mechanics of speech, pitch,

volume, diction and accent, vocal tension, intonation, speed, the use of the

pause and tone, all of which affect the way you use your voice.

The most important objective of any speaker is to appear credible andknowledgeable about his or her subject. Speak to your audience as if you were

having a conversation.Personal benefits from acquiring excellent speaking skills

include: more self-confidence, becoming more persuasive and evolving into amagnetic or dynamic speaker.

One of the most important components of public speaking is the sound of yourvoice. It influences the impact of your message, and might even make or break

the success of your speech. Fortunately, for many people, good voice quality can

be learned.

3.You are about to make a business telephone call to gather information.Discuss what you would do before and during the call. (20)


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In gathering information for the preparation of a report, or merely as part of ourday-to-day job, we need to contact original or primary sources of information, or

someone else who has access to secondary information we need.

Before phone call I would:

1. Work out exactly what information I need.2. Decide which firm, individual, office, government agency, organisation or

business might possibly have at hand the information I need.

3. Frame a series of increasingly specific questions which will give me what Iwant to know, for example:

Do you have the sales figures for the Dublin area over the last six

months?

During phone call I would:

1. When I get through, I am polite but specific.2. Trying to be confidant, and if I dont get information what I need on first

place, I will try on another place till eventually I dont get what I want.

3. Make sure to I am talking to the right person who can provide meinformation I need.

4. Write down information immediately, wouldnt rely on my memory in caseI forget something.

5. Remember to say thank you.We need to know when we speak on the phone the reputation of both us and our

organisation is in our hands.

4. a) Using example, outline the main purpose of interviews. (8)b) You have been offered a job interview. Discuss how you would prepare

before the interview in order to maximise your chances of success. (12)

a) Interview is usually planed and controlled conversation between two or morepeople which has a purpose for at least one of the participant, and during which

both speak and listen from time to time. Effective interview must have purpose,

must be planned, and need to have controlled interaction.


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For example we can use interview between doctor and patient, where they both

passing and obtaining information.

b) Before the interview I would do some research about the organisation, and try

to find out as much is possible before I get there. About the job and company. I

would make sure to find where company is located, and how to get there.

Sources of information I would try to find out over internet, organisation itself,

local public or college library, television and newspapers, personal contacts. The

next stage of my preparation for interview is to find out about myself, assume

what kind of questions interviewer may ask me, what are my weaknesses, and

try to work on them. Also

5. Outline and discuss the advantages and disadvantages of group decisionmaking. 20)

Some advantages of a group decision making are: better preparation andbetter understanding of project, because of more people there is more ideas,

more and better suggestion, more available information, more courageous

decisions, no risk for individual, higher

Some of Disadvantages of group decision making are to many oppositethinking, different point of viewing same things, usually takes longer fordecision be made, if is a bigger group meetings than they might be limited by

time, so there is bigger pressure, inter-group relations.

6. Discuss a use, benefit and problem of EACH of the following visual aids:a) Whiteboard (5)b) Flipchart (5)c) Overhead projector (5)d) Physical object (5)

a) Whiteboard or marker board is plasticised laminate surface on which wecan write with dry marker pens. We use them for:

Building up a fairly simple visual message. Spontaneous use with small informal groups.


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Display of permanent background information.Advantages of Whiteboard are:

Simple whiteboards are usually available although often replacedby the flip chart stand or overhead projector.

Copy boards and interactive boards can record group discussion ordecisions.

Disadvantages of Whiteboards are:

Temptation to use board as a scribbling pad. Tedious for audiences to watch speaker laboriously spell or misspell

words they just have spoken.

Interrupts eye contact b) Flipchart we use for:

Providing background information during a presentation when usedsingly.

Building up an increasing amount of information or revealing thesuccessive stages of a story, when used in sequences.

Recording group discussion or decisions.Advantages of Flip chart:

Useful way of preparing cheaply a complete presentation which is to berepeated.

Visuals are not rubbed off each times as whiteboards, so they can bekept for further reference.

Sheets can be turn up round the room for continuous reference.Disadvantages of Flip chart:

There is a problem when folding each sheet back. Temptation to make drawings and lettering to small for audience to

see detail.

If we are using a flip chart as a whiteboard, we cant erase eachdrawing, so we need to get rid of the previous sheet each time.


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c) Overhead projectors we use for: almost everything can be portrayed on transparent film, or

photocopied onto acetate sheets quickly and easily,

Quite complicated effects can be created with the use of overlays.Coloured acetate film can be stuck to the basic transparency,

Advantages of Overhead projectors:

Much cheaper than a data projector, both to hire and buy. Allows complete control and greater flexibility by the speaker, Speaker can face the audience throughout the presentation, Also can be used in normal lighting, Adds vitality and movements, allows considerably variety, through use

of masks and overlays, and changes in sequences of slides.

Disadvantages of Overhead projectors:

Difficult to use expertly and casually can be overcome by practise. Most projectors are fairly heavy and bulky, tough portable briefcase

once are available.

Many speakers use the acetate film as a scribbling pad. Most speakers do not take enough care in producing their

transparencies, although it is possible to get good result using

computer software like Microsoft PowerPoint.

d) Physical objects we use: Providing an example of a product or concept which the audience has

heard but never seen.

Providing an everyday example of the more unfamiliar and complexprocess we are talking about.

Advantages of Physical objects:

Introduces interest and vitality.


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Provides real example of what you are talking about.Disadvantages of Physical objects:

Can create frustration if people cannot see what we are showing. May create the opposite effect from the one we intended.

7.A business letter consists of eight parts, starting with the letterhead andfinishing with the complimentary close. Name and describe EACH part. (20)

Business letter parts:1. Heading or letterhead is part where address and name of a sander are

printed. Usually includes companys trading name, address, postcode,phone and fax numbers, and email and web address.

2. Date is part on business letter where we print date of writing letter. Therecommended method of writing the date is day, month, year.

3. References is part where we print reference code so that letters caneasily be filed or traced for reference purpose.

4. Recipient name, position and address This area has whom the letter issent to and their complete address. Write out the person's full name onthe first line: The street address goes on the next line or two as required.

Write out the full name of the city, the Postal Abbreviation for the State

followed by the zip code.

5. Salutations and complimentary closes This is a formal greeting. Usually"Dear" followed by formal titles, i.e.: Mr., Mrs., Miss, Dr., or Reverend. If

you are writing to a woman and do not know her martial status or which

title she prefers "Ms." Is acceptable. Follow the title by either the full

name or just the last name. In complimentary close use phrases such as"Sincerely yours," or "Yours truly". Capitalize the first letter of the first

word, lower case for the second word followed by a comma.

6. Subject heading it is a part where we sum up the subject of the letter ina brief but helpful heading which assist the reader is knowing immediately

what the letter is about.

7. Signature Skip two lines (unless you have unusually wide or narrowlines) and type out the name to be signed. This customarily includes a

middle initial, but does not have to. Women may indicate how they wish


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to be addressed by placing Miss, Mrs., Ms. or similar title in parentheses

before their name.

8. Body of the letter This is the most important part of letter. We shoulduse paragraphs properly. Be short and to the point so the recipient quickly

knows the purpose of your letter. Give enough detail, but don't use more

words than needed.

8. Outline with business example the uses, a benefit and a problem of EACH ofthe following visual methods of communication:

a) Simple bar chart (5)b) Component bar chart (5)c) Pie bar chart (5)d) Pictorial chart (5)

a) Simple bar chart we use to convey or non-continuous information aboutdifferent kind of things, something at different moments in time.

Benefit of simple bar it that chart is visually strong and can easily compare two orthree data sets.

Problem - Graph categories can be reordered to emphasize certain effects, can be

Use only with discrete data.

b) Component bar chart - shows within each bar the components that make upthe bar; each component is represented by a section proportional in size to its

representation in the total of each bar.

Benefit of Component bar chart: easy to read, at a glance of eye rather than atable.

Problem:

c) Pie bar chart is a visual circular graph used to show the relative sizes ofdiffering components of a set of data for measurement and comparison.

Benefit - of pie bar chart is advantage of functioning as a visual aid to help your

audience examine and interpret the data you present. The effectiveness of pie charts

for examining percentages lies in audience members immediately understanding


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what you intend to communicate. The simple presentation of data makes it

accessible to audiences of all ages and education levels.

Problem 1)No exact numerical data, 2)it is hard to compare 2 data sets, 3)"Other"

category can be a problem, 4)Total unknown unless specified 5)Best for 3 to 7

categories, 6)Use only with discrete data.

d) Pictorial chart or pictograph is an adaption of the bar chart but it aims toovercome the lack of appeal of the bar chart by actually representing the subject.

A pictograph uses an icon to represent a quantity of data values in order to

decrease the size of the graph. A key must be used to explain the icon.

Benefit: Pictorial chart is easy to read, visually appealing, handles large data sets

easily using keyed icons.

Problem: Hard to quantify partial icons, icons must be of consistent size, best for

only 2-6 categories, very simplistic.

9. Unless somebody listen to a message and understands it there is nocommunication.

a) State the reason why we should improve our listening skills. (10)b) Discuss how we might improve our listening skills. (10)

a) The reason why we should improve our listening skills are: Encouragement to others when others note that we listen to them in a

non-threatening manner, they in turn lose some or all of their

defensiveness and will usually try to understand you better by listening

more effectively to you. Our effective listening often result in making

others good listeners.

Passion of all the information to solve problems and make decisionsmore effectively, it is necessary to obtain as much relevant information

as possesses. Your careful listening will usually motivate them to

continue talk.

Improved relationship effective listening usually improves relationshipbetween people. You will understand them better as you listen; they

appreciate your interest in them; and friendship may therefore deepen.

Resolution of problems disagreements and problems can be solvedwhen individuals listen to each other. This does not mean that they musteach agree with the others point of view; they must show that they


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understand the other persons point of view, and there is no better way

of expressing this quality than trough sensitive listening. Listening may

also help the other person to see their own problems more clearly.

Better understanding of people listening carefully to another personwill give us clues on how they think, what they feel is important and why

they are saying. By understanding them better, we will be able to work

better with them, even if we dont particularly like them.

b) We might improve our listening skills with: be prepared to listen be interested keep an open mind listen for the main ideas listen carefully resist distraction take notes help the speaker hold back reflect back

10.Outline what is meant by the following types of body language and whatmessages each type might convey:

a) Orientation and posture (5)b) Head nods (5)c) Facial expressions (5)d) Gestures (5)

a) Orientation and posture is mean how we hold ourselves. Shows our bodylanguages in certain situation. In same way body posture can communicate -

often involuntarily- social status or desire to be dominant or submissive.


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People all have different style of walking, standing, siting and so on, which may

reflect past and present role.

b) Head nods its also one of the non-verbal signals in communication withpeople what we use to control or synchronise the speech when we are

conversing with other people. In most western countries our heads up and down

means to indicate agreement or to encourage another person or give permission,

when in India same heads up and down means no or disagreement.

c) Facial expression is a body movement what we are most able to control.Persons face may provide a continuous commentary on their reaction to what

they are saying surprise, disbelief, agreement, disappointment, anger and so

on, and we can also learn much about persons true feelings from studying their

facial expression.

d) Gestures would be the type of most common method of non-verbalcommunication where we mean movements of parts of a body: hands, arms,

even legs and feet grouped under the heading of gestures. Generally speaking,

gestures serve the following purposes like:

- communicating information- communicating emotions-

supporting speech

- expressing self-image- expressing relationship

11.Anyone who answers a telephone must be courteous, helpful and efficient.Discuss the key rules for answering a telephone before, during and after the

call. (20)

Before answering the phone :1. Know how the phone system in your organisation works, how to transfer

the call.

2. Never answer a phone without pencil and paper.3. Keep near your own phone: a pencil and message pad, an appointment

diary, stop talking to anyone else and reduce any other noise before

answering the phone.


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During the call:1. Think about the needs of receiver and give them everything they need to

know, for example: your name and department..

2. Be prepared to answer the query, or take a massage for someone3. If you are acting as secretary you my be expected to filter calls4. Listen carefully what the caller has to say and take notes.5. Dont hesitate to ask speaker to slow down or to spell names and

addresses if they are unclear, and always read tam back.

6. Compensate for the lack of visual communication: the nod of normalconversation must be conscientiously replaced by verbal equivalents

7. Dont be distracted by anything going on around you8. Be just as keen as your caller should be to save time and money9.Avoid asking the caller to hold the line while you going on a paper chase:

offer to call back.

10. If you are cut off, put the phone down and wait for the caller to call youback.

11.Before the call end, repeat the main points of the conversation, andalways read back any names, addresses, numbers, dates and times, to

give the caller a chance to correct any errors.

12.Agree what happens next, especially if you are taking a massage forsomeone else.

13.Phone etiquette requires that since the caller is playing, they should bethe one to decide when the call ends.

After the call:1. Fill your notes so that they will be comprehensible to you later and

particularly to the recipient if you have taken a massage.

2.Act on the notes immediately, telling anyone else who is concerned, writeany emails no letters now, if possible, while the matter is clear in your

mind.

3. If you have a massage for someone else, put the date and time of a callon the message and deliver it immediately or place it in a prominent


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position on the persons desk if they are out, remind them when they

return.

4. Update any documents necessary: add dates to your diary.

12.Discuss the main controllable and uncontrollable variables that determine theeffectiveness of groups. (20)

13.You have been asked to give a talk to your work colleagues about effectivecommunication. Discuss how you would approach preparing for the talk in

order to make it as successful as possible. (20)

When I would have general idea of what I would want to say, I will need todecide how to say it. Unlike a conversation or written document, a talk is one

shot attempt to make a point.

Before start preparing for talk, I should know answers on few questions like:

When will it take a place? to make sure I have enough adequate preparation

time, for both, written and visual aids.

How long I will need to speak? is it time adequate for subject? Because less

time I have to speak, the more carefully planned my talk needs to be.

Where is it to take the place?

Who are to be present? number, age and type of people, male or female,

intellectual level, their current knowledge of the subject, their reason for

attending and their attitudes.

Why me? what special knowledge or position I have? What will audience

expect from me?

How? I expect to give formal speech or lecture, or introductory talk to provoke

discussion?

1. Start preparing far in advance by thinking through what needs to be said.Collect material which may relate to the topic from unusual sources, and


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sleep on these ideas. The final product will be more fully-developed and

interesting.

2. The most important preparation factor is to REHEARSE! Do so in private atfirst.

14.Discuss with example the advantages and disadvantages of :a) Written communication (10)b) Oral communication (10)

a) Advantages of Written Communication Written communication helps in laying down apparent principles, policies

and rules for running of an organization.

It is a permanent means of communication. Thus, it is useful whererecord maintenance is required.

It assists in proper delegation of responsibilities. While in case of oralcommunication, it is impossible to fix and delegate responsibilities on thegrounds of speech as it can be taken back by the speaker or he may

refuse to acknowledge.

Written communication is more precise and explicit. Effective written communication develops and enhances an

organizations image.

It provides ready records and references. Legal defences can depend upon written communication as it provides

valid records.


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Disadvantages of written communication

Written communication does not save upon the costs. It costs huge interms of stationery and the manpower employed in writing/typing and

delivering letters.

Also, if the receivers of the written message are separated by distance andif they need to clear their doubts, the response is not spontaneous.

Written communication is time-consuming as the feedback is notimmediate. The encoding and sending of message takes time.

Effective written communication requires great skills and competencies inlanguage and vocabulary use. Poor writing skills and quality have anegative impact on organizations reputation.

Too much paper work and e-mails burden is involved.- Example of written communication can be over: letters

(mail), online (email), mobile (texting).

b) Advantages of oral communication There is high level of understanding and transparency in oral communica-

tion as it is interpersonal.

There is no element of rigidity in oral communication. There is flexibility forallowing changes in the decisions previously taken.

The feedback is spontaneous in case of oral communication. Thus, deci-sions can be made quickly without any delay.

Oral communication is not only time saving, but it also saves upon moneyand efforts.

Oral communication is best in case of problem resolution. The conflicts,disputes and many issues/differences can be put to an end by talking themover.

Oral communication is an essential for teamwork and group energy. Oral communication promotes a receptive and encouraging morale among

organizational employees.

Oral communication can be best used to transfer private and confidentialinformation/matter.


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Disadvantages / limitations of oral communication

Relying only on oral communication may not be sufficient as businesscommunication is formal and very organized.

Oral communication is less authentic than written communication as theyare informal and not as organized as written communication.

Oral communication is time-saving as far as daily interactions areconcerned, but in case of meetings, long speeches consume lot of time

and are unproductive at times.

Oral communications are not easy to maintain and thus they are unsteady. There may be misunderstandings as the information is not complete and

may lack essentials.

It requires attentiveness and great receptivity on part of thereceivers/audience.

Oral communication (such as speeches) is not frequently used as legalrecords except in investigation work.

- Example of oral communication: face-to-face, telephoneconversation, meetings

15.Electronic mail has become a very popular form of business communication.Consider the advantages and disadvantages of using e-mails in a business

context. (20)

Advantageso Emails are delivered extremely fast when compared to traditional post.o Emails can be sent 24 hours a day, 365 days a year.o Webmail means emails can be sent and received from any computer,

anywhere in the world, that has an Internet connection.

o Cheap - when using broadband, each email sent is effectively free. Dial-upusers are charged at local call rates but it only takes a few seconds (for

conventional email, eg text only) to send an email.

o Emails can be sent to one person or several people.


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o Easier for reference: When a person has to reply to a mail, he/she can usethe provision of attaching previous mails as references. It helps refresh

the recipient's know-how on what he is reading.

o Provision of Attachments: The feature of attachments allow users to sendhuge chunks of data in the same mail. Also, sending attachments doesn't

raise the cost as in the postal service.

o Automated emails: It is possible to send automated emails using specialprograms like the auto responders. The auto responders reply only to

those messages with a generalized, pre-written text.

o Environment friendly: Postal mails use paper as a medium to send letters.Electronic mail therefore, prevents a large number of trees from getting

axed. It also saves the fuel needed for transportation

Disadvantageso Viruses are easily spread via email attachments (most email providers

scan emails for viruses on your behalf).

o No guarantee the mail will be read until the user logs on and checks theiremail.

o Crowded inbox: Over a period of time, the email inbox may get crowdedwith mails

o Emotionless sander cant see or hear recipient so there is no emotions.o Security email can be hack.o Information overload - Email can easily create information overload in

recipients.

o Internet Access is required: There are many parts of the world wherepeople don't have access to the Internet. The email doesn't serve any

purpose in such areas.

o Misinterpretation: One has to be careful while posting content through anemail. If typed in a hurry, the matter can get misinterpreted.

o Spam: Emails when used to send unsolicited messages and unwantedadvertisements create nuisance and are termed as spam


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16.Often organisations needs to present non-statistical information effectively.Describe and discuss the following types of non-statistical visions:

a) Flow charts (10)b) Organisation charts (10)

a) Flow charts are very useful in representing in graphic form all the steps in aprocess. They begin at the very beginning and take the reader, or trainee

perhaps, through a logical sequence of steps to the completion of the operation.

Represented visually, the flow charts needs no special symbol. However, method

study expert, system analysts, training stuff and others who analyse jobs and

processes tend to use a series of a simple symbols to represent the various kind

of activity. It is useful to be able to break down a job or a process into stages in

this way. It is easier to explain it to someone who is learning the job and itenables processes and jobs to be made quicker, easier and generally more

efficient by working out where may be wastage of time or energy and where

unnecessary or avoidable delays occur.

b) Organisation charts modern organisation are so complex that it is oftendifficult to have a clear understanding of who reports to whom and how exactly

we fit in. Every employee usually feel more comfortable when they know exactly

where they stand within a company, who is their boss, who is their bosss boss

and so on. There is several types of organisation charts, but probably the most

common is the vertical chart which reads from top to bottom. There are also

horizontal charts which read from left to right and circle charts that shows

authority emanating from the centre. Although authority and the chain of

command usually differ between the real situation and what is depicted on

paper, the organisation charts does serve an important purpose. Sometimes is

needed to give an appreciation of the structure of the company and nothing does

it as quickly and easily as an organisation chart.

17.The simplest way to ensure good listening is to concentrate. Discuss, withexample, the aids to good listening which might improve your concentration.

We might improve our listening skills with:o Be prepared to listen communication is two-way process and so

we must share the responsibility for effectiveness with the speaker:

try to think more about what the speaker is trying to say than

about what I want to say.


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o Be interested look for ways in which the message might berelevant to me, my job or my interest.

o Keep an open mind being open means being aware of your ownprejudice, and also means to ignore a speakers appearance and

manners of presentation. Never jump to quickly to conclusion about

the speakers personality.

o Listen for the main ideas ability to extract the main ideas dependson your ability to recognise the conventional methods of structuring

a massage, transitional language and the speakers use of

reputation.

o Listen carefully -o Resist distractiono Take notes if the message is essential to us, we will need to make

an outline of the speakers main ideas and particular examples

which we might otherwise forget.

o Help the speaker ii helps the speaker if we are or if we try to beinterested.

o Hold backo Reflect back

18.State main type of non-verbal communication and discuss with examples whysuch non-verbal communication is important in business. (20)

Main types of nonverbal communication are:

Facial expression a smile, a frown. Gestures movements of hands and body to help to explain or emphasise

our verbal massages.

Body postures how we stand or sit. Orientation whether we face the other person or turn away Eye contact weather we look at the other person or not, and the length of

time that we look at the other person

Body contact a path on the back, an arm round the shoulder


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Proximity the distance we stand or sit from the person Head-nods to indicate agreement or disagreement or to encourage the

other to go on speaking

Appearance physical grooming and choice of clothes Non-verbal aspects of speech variations of pitch, stress and timing; voice

quality and tone of voice (these are sometimes called para-language)

Non-verbal aspects of writing handwriting, lay-out, organisation, care,neatness and visual appearance generally.

Examples:

- Nonverbal cues tell a speaker whether you are listening to him andare interested in what he has to say.

19.Describe and discuss the principal rules for making a telephone call, before,during and after the call. (20)

Before: Make the notes what you want to achieve, the main points, facts and so

on you may need to refer to.

Have ready any files, correspondence and other material which you mayneed in the course of the conversation.

Have ready plain piece of paper for your own facts. Know the name of the person to whom you need to speak. Dial a number carefully, wrong numbers are the most common cause of

frustration.

During: Give a greeting, state your name (and organisation you present), and the

name of person to whom you want to speak.

Wait patiently to be put through, If you are cut off, wait few seconds and ring again

State your subject clearly

Take notes, especially names, numbers, addresses,


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Summarise the main point of a long conversation at the end, and alwaysconclude by confirming any action required or date to be met.

If u have to leave massage to someone else, help the person who isanswering the phone to take the right massage.

Be polite, thank the receiver for their help. Phone etiquette officially requires that if you are caller you decide when

the call ends but since not everyone knows that, use your judgment.

After: Immediately before you forget: fill your notes so they will be

comprehensible at a later date.

Date and note, and file it. Put any relevant dates for future action or follow up in your diary Pass on the results of your call to anyone concerned with the matter.

20.Compare and contrast the duties of chairman and secretary, before, duringand after a meeting. (20)

Chairman

Before the meeting:

Define the objective of the meeting Consider, if a meeting is the right way to take care of the matter or if there

are other more effective/efficient alternatives

Choosing the participants:- Choose the people who are entitled to make the decisions and/or people

with appropriate expertise

- Ensure that the participants have time and motivation to participate

- If necessary, inform the participants, what you expect of them

- Try to keep the number of participants reasonable

Choose appropriate working methods for the meeting:- A tightly scheduled, formal meeting is not always the right one


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Choose the right meeting venue (equipment, peace, location, etc.) Prepare an agenda:

- Synchronize starting and finishing time with travellers' schedules

- Prioritize and schedule each issue

- Dont include too many issues in the agenda

- Include breaks and slack in the schedule

Distribute the agenda in advance, also for information to relevant people Ensure that the participants have prepared for the meeting Ensure that the meeting equipment (projector, conference phone,...) works

In the beginning of the meeting

(As a rule) dont wait for the latecomers

Introduce new people, the objective of the meeting and the roles of the

participants

Have a scribe selected

Remind the participants: "Please close your laptops (except for scribe) and

mobile phones."

Follow up the action points of previous meeting(s)

During the meeting

Motivate, give feedback

Encourage the participants to express their opinions and suggestions

Activate silent participants and hold back the talkative and dominating ones

Follow up the time spent versus planned and react on deviations, if needed

Ensure that decisions are made, but dont push immature decisions or a

decision which all relevant parties are not committed to

Ensure that the decisions, the responsible person and the schedule are

defined and recorded


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- Ensure that the person in charge of an action point has the time and

motivation to do it

Summarize discussion/decisions every now and then

Keep the meeting on correct track by saying e.g.:

- This issue is interesting, but it is beyond the scope of this meeting. Let's fix

another meeting for it.

- We fell off the track. Lets get back to the real issue.

- Well return to this matter at the end of the end of the meeting if we still

have time.

If reality calls for it, adjust the agenda and/or the working methods

Finish the meeting on time

Make a final summary of the conclusions, decisions and the assignments

Agree on the time and the subject(s) of the following meeting(s) and define

the participants

After the meeting

Inform everyone concerned of the results

of the meeting, if necessary (distributing

the minutes is not always sufficient)

Ensure that the decisions are carried out

Secretary

Before the meeting:

Arrange a suitable venue for the meeting (taking into consideration disabled

access).

Help set the Agenda with the Chairperson

Type, copy and distribute the Agenda and Minutes one week prior to the

meeting

Keep a complete, up to date set of minutes

Work with the Chairperson, make sure that all correspondence is dealt withwhere necessary, obtain replies for the next meeting


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Keep an accurate filing system.During the meeting:

Keep a record of everyone attending the meeting, members and any guests inattendance

Make sure that the Chairperson is supplied with all necessary papers andinformation relevant to the meeting.

Take accurate minutes, record decisions and any actions to be taken and bywhom.

After the meeting:

Type minutes Pass to Chairperson (person who chaired the meeting) two weeks prior to the

next meeting for any comments

Copy and distribute with Treasurers Report and any other relevant

correspondence one week prior to the Meeting to all committee members and

relevant agencies.

21.Discuss the main factors that will make a talk of presentation effective. (20) Anyone can give a speech. Not everyone can give an effective speech.

1. Be Prepared - Being prepared is by far the most important element. Howmany times do you practice your speech? As a general rule, you should spend

about 30 hours of preparation and rehearsal time for every hour you will be

speaking. Use a tape recorder or videotape yourself. This will help you to get

an accurate picture of how you speak.

2. Give of Yourself- Use personal examples and stories in your speechwhenever possible. Make sure your stories help to emphasize or support your

point. The stories must match your message. Use examples from your

personal and professional life to make your point. In either case be willing to

give of yourself by sharing some of yourself with the audience.

3. Stay Relaxed - To stay relaxed you should be prepared. Also, focus on yourmessage and not the audience. Use gestures, including walking patterns.

Practice the opening of your speech and plan exactly how you will say it. The

audience will judge you in the first 30 seconds they see you.


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4. Use Natural Humor - Don't try to be a stand up comedian. Use naturalhumor by poking fun at yourself and something you said or did. Be sure NOT

to make fun of anyone in the audience. People will laugh with you when you

poke fun at yourself but don't over do it.

5. Plan Your Body & Hand Positions - During the practice of your speechlook for occasions where you can use a gesture. Establish three positions

where you will stand and practice not only how to move to them but where in

your speech do you move. Pick three positions, one on centre stage, one to

your right, and one to your left. Do not hide behind the lectern. When you do

move maintain eye contact with the audience.

6. Pay attention to all details - Make sure you have the right location(school, hotel, room & time). Make sure you know how to get to where you

are speaking. Ask how large an audience you will be speaking to. Make sureyou bring all your visual aids and plenty of hand outs. Arrive early so you can

check out where you will be speaking and make any last minute adjustments.

It is very important that you pay attention to even the smallest details. You cannever over plan. Remember, "He who fails to plan is planning for failure"

22.Describe the layout and main uses of following methods of businesscommunication:

a)A business letter (10)b)A memorandum (10)

a) main uses of business letter:Business letters serve a vital role in the external communications of an

organization or company. Business letters may be used for everything from

selling a product and filing a complaint, to building goodwill, responding to a

proposal and applying for a job, express your thanks, follow up after an interview

or meeting, congratulate an employee, or to use as a simple reminder, to solve a

problem.

b) main uses of memorandum:Memos are used within organizations to report results, instruct employees,

announce policies, disseminate information, and delegate responsibilities.

Whether sent on paper, as emails, or as attachments to emails, memos provide a

record of decisions made and actions taken. They also can play a key role in the


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management of many organizations because managers use memos to inform and

motivate employees.

23.Electronic mail has both bad and good characteristics. Evaluate e-mail as aform of business communication in terms of both its benefits to business and

its drawbacks. (20)

Advantages

Emails are delivered extremely fast when compared to traditional post. Emails can be sent 24 hours a day, 365 days a year. Webmail means emails can be sent and received from any computer, anywhere

in the world, that has an Internet connection.

Cheap - when using broadband, each email sent is effectively free. Dial-up usersare charged at local call rates but it only takes a few seconds (for conventional

email, eg text only) to send an email.

Emails can be sent to one person or several people. Easier for reference: When a person has to reply to a mail, he/she can use the

provision of attaching previous mails as references. It helps refresh the

recipient's know-how on what he is reading.

Provision of Attachments: The feature of attachments allow users to send hugechunks of data in the same mail. Also, sending attachments doesn't raise the cost

as in the postal service.

Automated emails: It is possible to send automated emails using specialprograms like the auto responders. The auto responders reply only to those

messages with a generalized, pre-written text.

Environment friendly: Postal mails use paper as a medium to send letters.Electronic mail therefore, prevents a large number of trees from getting axed. It

also saves the fuel needed for transportation

Disadvantages

Viruses are easily spread via email attachments (most email providers scanemails for viruses on your behalf).

No guarantee the mail will be read until the user logs on and checks their email.


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Crowded inbox: Over a period of time, the email inbox may get crowded withmails

Emotionless sander cant see or hear recipient so there is no emotions. Security email can be hack. Information overload - Email can easily create information overload in recipients. Internet Access is required: There are many parts of the world where people

don't have access to the Internet. The email doesn't serve any purpose in such

areas.

Misinterpretation: One has to be careful while posting content through an email.If typed in a hurry, the matter can get misinterpreted.

Spam: Emails when used to send unsolicited messages and unwantedadvertisements create nuisance and are termed as spam.

24.Using business example state the benefits, problems and used of thefollowing forms of visual communications:

a) Graphs (10)b) Bar charts (10)

o Use of graphs:Graphs are visual representations of data. They can take on many forms,

primarily the ones listed above. They allow people to quickly absorb information,

observe trends and to easily interpolate and extrapolate data. They are much

easier to understand then a large table of numbers and if they are well

constructed, should provide the same amount of information as the table. In

presentations, it is usually preferable to use graphs as they convey your point

quickly and without the need to understand what each and every number in a

table means.

Benefit of graphs:

Gains attention if is well done and pleasing to the eye. Provides the maximum amount of information as quickly as possible. Speeds comprehension if not unduly complex. Relieves the monotony of solid text.


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Conveys impression of overall trends and tendencies easily and quickly. Helps the reader to see relationship. Reinforces the verbal message. Highlights the definition.

Disadvantages of graphs:

Can be tempting to compare too many things, graph becomes convolutedand difficult to understand

Limited space for labelling with vertical bar graphso Use of bar chart:

A bar graph is a chart that uses either horizontal or vertical bars to show

comparisons among categories. Bar graphs are one of the most common types of

graph used to display data. Sometimes known as "column charts", bar graphs are

most often used to show amounts or the number of times a value occurs.

Advantages of Bar charts:

show each data category in a frequency distribution

display relative numbers or proportions of multiple categories

summarize a large data set in visual form clarify trends better than do tables estimate key values at a glance permit a visual check of the accuracy and reasonableness of calculations be easily understood due to widespread use in business and the media

Disadvantages of Bar charts:

require additional explanation be easily manipulated to yield false impressions fail to reveal key assumptions, causes, effects, or patterns


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25.a) Explain what is meant by the process of communication. (10)b) Discuss the factor (barriers) which can cause problems for communication.

. (10)

a) By process of communication we mean sharing the meaningful informationbetween two or more people with the goal of the receiver understanding the

sender's intended message. In business, the effectiveness of a company's

internal and external communication process is often very important to its overall

success.

b) Barriers in communication

Difference in perception different point of view, usually people ofdifferent ages, nationalities, different culture, education, occupation, sex,

status, personality, and so on will each have different perception and will

each perceive situations differently. Difference in perception are often the

root of the others barriers to communication.

Jumping on conclusions when we see something what we expecting tosee, and when we hear something even before it is said. This may lead us,

as the saying goes.

Stereotyping usually ethnocentrism often lead us to bias andstereotyping. That means that we make assumption about people because

of their race and culture. This may means that the best person does not

get a chance because of a managers bias and stereotyping.

Lack of knowledge it is not easy to communicate effectively withsomeone who has different background from yours, or whose knowledge

of the particular subject is considerably less than yours. It is possible, but

it requires skills on the part of communicator to be aware of the


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discrepancy between the levels of knowledge and communicate

accordingly.

Physical barrier one of the major barriers of communication in aworkplace is a physical barrier. Physical barrier in a organisation includes

large working areas that are physically separated from others. Other

distractions that could cause a physical barriers in a organisation are

environmental factors such as a background noise.

Lack of interest one of the greatest barriers to overcome is the receiverslack of interest in your message. You should always be alert to this as a

possibility, since it is to easy to assume that everyone is a concerned

about our interest as we are.

Language barrier inability to converse to language that is known by boththe sender and receiver it is greatest barrier to effective communication.

When a person using inappropriate words while conversing or writing, it

could lead to misunderstanding between sander and receiver. People

speaking same language can sometimes find it difficult to comprehend

what is being said.

Personality differences in peoples personality such as behaviour canthan effect the behaviour of the other person, and this kind of clash of

personalities is one of the most common cause of communication failure.

Emotions the emotion of either receiver or communicator can also proveto be a barrier. Your emotions could be a barrier if you are engrossed in

them for some reason. In such cases, you tend to have trouble listening to

others or understanding the message conveyed to you.

26.Non Verbal Communication is a very important part of communication.Discuss with examples how we use space, touch and posture to convey

messages to others. (20)

Posture and movement can also convey a great deal on information. Posture andhow we carry ourselves tells a lot about us. How we walk, sit, stand or hold our

head not only indicates our current mood, but also our personality in general. For

example, if we cross our arms while standing, we indicate that we are maybe

closed off and defensive. Meanwhile, walking with a head down and avoiding eye

contact with others may indicate shyness.

Haptic communication is communication by touch. Touch or haptic is thecharacteristic of nonverbal communication and used when we come into physical


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contact with other people. For example, we use handshake to gain trust and to

introduce ourselves.

Personal space bubble is the space or distance we place between us andothers when we communicate. If the distance is from 6 - 18 inches, we consider

as intimate distance, if the distance is from 1,5 4 feet, we consider that

distance aspersonal distance, 4 12 feet we consider social distance, and 12-25

feet we call itpublic distance.

27.Discuss the uses, benefits and problems of the following of questions in aninterview:

a) Direct (closed) questions (5)b) Bipolar (yes/no) questions (5)c) Open-ended questions (5)d) Probing questions (5)

a) Direct (closed) questions:- A closed question can be answered with either a single word or a

short phrase.

- A closed question can be answered with either 'yes' or 'no'.Advantages of direct/closed questions:

o can be used to good effect to obtain or check specific, concise informationo useful when you want to gain quick confirmation of basic factso can be used to regain control from a talkative persono are useful for clarifying a vague responseo can be used to direct the interview to specific areas or to introduce a more

open question

Disadvantages of direct/closed questions:

o too many closed questions can seem like an interrogationo can disadvantage shy or nervous candidates by not encouraging them to

expand


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o not appropriate if you are trying to get the interviewee to talk in depthabout their experience or attitudes

b) Bipolar (yes/no) questions- we ask bipolar questions when we want to limit the potential

response beyond the limitation already imposed by direct question

Example: Are you happy in your job? (yes/no)

Pregnancy test.

Advantages of Bipolar (yes/no) questions:

o very effecting in eliciting definite information quicklyo can be used to regain control from a talkative persono useful when you want to gain quick confirmation of basic facts

Disadvantages of Bipolar (yes/no) questions:

o they are so limit in answerso strictly speaking implies either a yes or no answer

c) Open-ended questions- are framed to encourage an expansive response

Advantages of Open-ended questions:

o encourage the applicant to do most of the talkingo may turn up unexpected areas to pursueo allows applicant to talk about topics in their own wordso good for exploring opinions, attitudes and feelings

Disadvantages of Open-ended questions:

o can be difficult to phrase succinctlyo can leave the applicant floundering and unsure of the expected answer


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d) Probing questions- this type of question helps to get under the surface of an initial

answer. Having got the interviewee talking, the interviewer can use

probing questions to bring out more detail. While the same

questions are asked of interviewees, the use of probing questions

will vary according to the interviewees response.

Advantages of Probing questions:

o are intended to help the presenter think more deeply about the issue athand

o particularly useful for encouraging people to concentrate on specificpoints, for clarifying uncertainties, testing the validity of a more general

response and seeking evidence

Disadvantages of Probing questions:

o if overused, can leave the applicant unsure of the expected answer orfeeling that they must have given an incorrect response

28.a) State and briefly describe the key agenda items found in a formal businessmeeting. (10)

b) Discuss the role of secretary in connection with a business meeting. (10)

a) Key agenda items in a formal business meeting: election of chairperson and officers (as necessary) notice of meeting read by secretary (usually only at a very formal

meeting)

minutes of pervious meeting taken as read (or read by secretary) andthan signed by chairperson

matters arising from minutes correspondence received read by secretary chairpersons opening remarks


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matters adjourned from previous meeting (if any) financial matters (treasures report, circulations of accounts..) report by committees and working parties motion showing wording where possible and names of proposer and

seconder

any further items of business previously notified and listed on agenda date of next meeting any other business (sometimes referred to as AOB; only minor points

should be permitted significant should have been previously notified

and should therefore be held over the next meeting)

vote of thanks to the chairperson ( not usually proposed at regularly heldmeetings)

reply by chairperson meeting declared closed by chairperson

b) Role of secretary in connection with a business meeting

Liaising with the Chair to plan meetings Receiving agenda items from committee members Circulating agendas and reports Taking minutes (unless there is a minutes secretary) Circulating approved minutes Checking that agreed actions are carried out.


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29.Visual aids, when used well, can be interesting, entertaining and memorable.Select any THREE types of visual aid and explain how EACH might be used to

support a presentation and any problems that might occur when using them.

. (20)

1. Whiteboards:We use whiteboard for:

- Building up fairly simple visual message- Spontaneous use with small informal groups- Display of permanent background information

Advantages of whiteboard:

- Interrupts eye contact/rapport with audience- More speaker/listener, (teacher/student) interaction- You can use it as a bulletin board- Whiteboards are non-messy to use and do not produce harmful and

allergenic dust particles, such as those produced by blackboards.

Markers leave no dust on a facilitators clothing and marks can be

easily wiped off

- Whiteboards are cost effective, inexpensive and have low runningcosts.

- Another advantage is that a whiteboard can be used as thebackground for a presentation from an overhead projector.

Disadvantages of whiteboard:

- White background can cause contrast problems for people withvision impairment, and some people have allergies or sensitivities

that are affected by the strong odor of most whiteboard markers.

- only special whiteboard markers are suitable for use onwhiteboards; using other markers that resemble whiteboard

markers but that contain the wrong kind of ink creates indelible (or

very hard to remove) markings


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2. FlipchartWe use flipchart for:

- Providing background information during a presentation when usedsingly.

- Building up an increasing amount of information or revealing thesuccessive stage of a story, when in sequence

- Recording group discussion or decisionsAdvantages of flipchart:

- Useful way of preparing cheaply a complete presentation is to berepeated.

- Visuals are not rubbed of each time as whiteboards, so they can bekept for future reference.

- Sheets can be torn off and stuck up round the room for continuousreference.

- Can be prepared in advanceDisadvantages of flipchart:

- Too small for large groups.- Tendency to write too small.- Paper may tear/markers bleed.- Easily overused.- Need wall space to hang.

3.

Physical objects

We use physical objects for:

- Providing an example of a product or concept which the audiencehas heard of, but never seen (not perhaps much now, but a few

years ago many people never seen a silicon chip).

- Providing an everyday example of the more unfamiliar and complexprocess we are talking about.


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Advantages of physical objects:

- Introduces interest and vitality- Provides real example of what we are talking about

Disadvantages of physical objects:

- Can create frustration if people cannot see what you are showing,or have to wait until the end to satisfy their curiosity

- Fumbling around in your pocket or struggling to get something outof bag may create the opposite effect from one we intended.

30.a) State and explain the rules you should follow using the skimming toimprove your reading. (10)

b) Describe what is meant by SQ3R method of reading. (10)

a) Skimming is method of rapidly moving the eyes over text with the purpose of

getting only the main ideas and a general overview of the content. Skimming means

you are reading as fast you can gaining a broad outline and ignoring the detail.

This enables you to pick main ideas and structure whilst only showing down the

relevant parts.

Watch each paragraph for the topic sentence usually first sentence rest of the

paragraph is just supporting materials.

Read at least 2 or 3 paragraphs at a slower speed as usually contain main conclusion

or even sammuary.

Method of skimming are:

1. Use your fastest possible skimming speed.2. Dont stop for interesting bits will destroy your

concentration and evaluation, go back later.

3. Read title, contents, list of headings first.4. Than read first paragraph and perhaps second.5. Than read first sentence only for the basic topic.6.

Sometimes its the last sentence of paragraph important.


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7. Near the end, read the last two or three paragraphscompletely at a slower speed. They should contain all the

conclusions, deductions and results.

b) SQ3R method

SQ3R method is a reading strategy formed of its letters.

Survey! Question! Read! Recite! Review!

SQ3R will help you build a framework to understand your reading assignment

1) Survey - Before you read, Survey the chapter:- the title, headings, and subheadings- captions under pictures, charts, graphs or maps- review questions or teacher-made study guides- introductory and concluding paragraphs- summary

2) Question while you are surveying: Turn the title, headings, and/or subheadings into questions Read questions at the end of the chapters or after each subheading

o Ask yourself, "What did my instructor say about this chapter or subjectwhen it was assigned?"

o Ask yourself, "What do I already know about this subject?"Note: If it is helpful to you, write out these questions for consideration. This

variation is called SQW3R

3) When you begin to Read: Look for answers to the questions you first raised Answer questions at the beginning or end of chapters or study guides Reread captions under pictures, graphs, etc. Note all the underlined, italicized, bold printed words or phrases Study graphic aids Reduce your speed for difficult passages


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Stop and reread parts which are not clear Read only a section at a time and recite after each section4) Recall after you've read a section:

o Orally ask yourself questions about what you have just read, orsummarize, in your own words, what you read

o Take notes from the text but write the information in your own wordso Underline or highlight important points you've just reado Reciting:

The more senses you use the more likely you are to remember what you

read Triple strength learning: Seeing, saying, hearing

Quadruple strength learning: Seeing, saying, hearing, writing!!!

5) Review check you have answers to questions and note of all main ideasand supporting data then review by :

- quick survey of report ensuring no loose ends- remind yourself of the questions (& answers if any)- reread again if necessary- recall and fill in gaps in your note.

31.a) Describe the structure of a fully blocked business letter. (8)b) Using the blocked style, write a letter to an organisation enquiring about

the availability of a product of your choice. (12)

32.a) You want to apply for a job. Explain the various sources of informationabout job vacancies. (10)

b) In connection with a job application, what is curriculum vitae (CV) and

what information would you include CV? (10)

a) Sources of information about the job vacancies: Internet is the largest sources of information, but however, not all

organisations use internet for recruiting.


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Newspaper are easy source because they reach very wide readership,and there will be large number of applicant for most jobs. Local

newspaper are useful source of information if you want to stay in

particular area.

Careers office career counselling is now well established professionwhich requires extensive training in helping all manner of people with all

sort of problems, from getting the first job to changing jobs and careers.

Job centres and employment agencies most towns now have JobCentres which act as a cleaning house for vacancies in an area and can

therefore link employers with applicant.

Radio and television often we can hear and see over the radio andtelevision about companies who are looking to recruit new people.

b)Curriculum vitae (CV) - Curriculum Vitae is a written description of your workexperience, educational background and skills. Also called a CV, or simply a vitae,

it is more detailed than a resume and is commonly used by those applying for

jobs.

When writing a curriculum vitae it's important to include all the right information

so the hiring manager can see, at first glance, why you are a strong candidatefor the job.

Information CV should include:

- professional details- Education and qualifications- Work experience-

Skills

- Hobbies and Interests- Referees

A good curriculum vitae should ideally cover no more than two pages and never

more than three. Aim to ensure the content is clear, structured, concise and

relevant. Using bullet points rather than full sentences can help minimise word

usage.


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33.a) State and explain the FOUR general objectives of communication. (8)b) Discuss the main stages you would follow in planning a message. (12)

a) Four general objective of communication:- to be received- to be understood- to be accepted- to get action

The words are only symbols that represent things and ideas and we attach

slightly different meaning to the words what we hear and what we use. When

we fail one of this, we have failed to communicate.

b) Main stages in planning a massage: Stage 1: write down your purpose in one or two sentences exactly what

we are trying to achieve by massage, and its also good for having in

notes to helping organise materials and avoiding straying from the point.

Stage 2: assemble the information at this point we need to select onlythe essential, relevant information and reject the irrelevant.

Stage 3: group the information in this stage we look for links betweenbits of information. Rewrite notes in clean groups. That might help us to

give each group a heading, so those groups probably become a

paragraphs or section in our massage.

Stage 4: put information into logical sequence in this stage we putgroups of information into some order which reader can follow (still only in

note form). Most commonly methods for ordering materials are:

Chronological order Spatial (or place) order Order of importance Ascending order of familiarity Cause and effect order Topical order


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Stage 5: produce a skeleton outline after first four stages if ourmassage is not clearly on piece of paper and massage is still fairly long,

than is essential to produce this plan which we can use to work form.

Stage 6: write the first draft after all preparation in this stage we areready to start writing.

Stage 7: edit the rough draft and write the final draft in this stage weare checking for errors, awkward expression, lack of signpost words which

are essential to guide our reader along the route of our argument, and

above all, aiming for a concise, easily understand style.

34.a) What reason might you give for improving the way we listen? (10)b) Briefly explain any FIVE aids to good listening. (10)

a) The reason to improve our listening skills are: Encouragement to others when others note that we listen to them in a

non-threatening manner, they in turn lose some or all of their

defensiveness and will usually try to understand you better by listening

more effectively to you. Our effective listening often result in makingothers good listeners.

Passion of all the information to solve problems and make decisionsmore effectively, it is necessary to obtain as much relevant information

as possesses. Your careful listening will usually motivate them to

continue talk.

Improved relationship effective listening usually improves relationshipbetween people. You will understand them better as you listen; they

appreciate your interest in them; and friendship may therefore deepen.

Resolution of problems disagreements and problems can be solvedwhen individuals listen to each other. This does not mean that they must

each agree with the others point of view; they must show that they

understand the other persons point of view, and there is no better way

of expressing this quality than trough sensitive listening. Listening may

also help the other person to see their own problems more clearly.

Better understanding of people listening carefully to another personwill give us clues on how they think, what they feel is important and why


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they are saying. By understanding them better, we will be able to work

better with them, even if we dont particularly like them.

b) FIVE aids to good listening.1. Be Open-Minded - Keep an open-mind and allow the

speaker to finish before you disagree, as you may hear

some information that supports the speaker's agreement

and changes your opinion of the topic.

2. Be interested Look for ways in which the messagemight be relevant to you, your job or your interest. And

look interested, because after all no one wants to speak

to a blank wall. Put yourself in the speakers position

and imagine how you would feel.

3. Help the speaker we are already helping the speaker bythe way we look interested, but in conversation there are

other ways in which we can encourage the speaker. We

can help by brief comments or action that we make to

the speaker which convoy the idea that we are interested

and attentive and wish him to continue.

4. Be prepare to listen listening is not a passive skill butone that requires active hard work. Communication istwoway process and so we must share the responsibility

for effectiveness with the speaker. Being prepared also

means getting into the right mental attitude ready to

maintain attention and increase awareness.

5. Respond Correctly - respond appropriately to theconversation. Allow the speaker to finish talking first and

listen intently to what has been said; do not concentrate

on what you will say next until the speaker has finished.Listen for main ideas during a conversation, particularly

those that show the speaker's own opinion.


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35.Explain with examples what is meant by the following forms of non-verbalcommunication:

a) The language of silence (7)b) The language of time (7)c) Meta communication and paralanguage (6)

o Examples of non-verbal communication include be a smile, wink, or wave. All ofthese communicate something without the use of oral or written language. Even

if you do not say a word, your silence can communicate in a non-verbal way.

a) Language of silenceSilence defined here as an absence of speech or noise has been generally

ignored as a form of communication because it represents inaction or non-

behaviour. But its not necessarily inaction. Nor is silence, as many believe, a

failure to communicate. It can, in fact, be powerful form of communication. It

can mean someone is thinking or contemplating a response to a question. It can

mean a person is anxious and fearful of speaking. It can signal agreement,

dissent, frustration or anger.

b) The language of timeMeasurement of time:

The way a person treats time reveals something about that person. A person

who is consistently late may not be well organized.

In the business world of most western countries, a subordinate does not keep his

or her superior waiting (at least more than two or three minutes).

In some cultures, time is of less importance, but western business people tend to move

by the clocka two o'clock appointment usually means two o'clock or something within

five or ten minutes of it.

In some cultures, a two o'clock appointment may mean three o'clock; and if you

arrive to transact business at the "appointed" two o'clock hour, you may actually

offend the other person.

Language of time:

Time is valued differently by:

- people of different status president v pensioner- adult versus children


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- different individuals- different nationalities; Irish v German meetings- business customs; English v Japanese

c) Meta communication and paralanguageMeta communicationisa word used to describe the nonverbal process. You may

have heard someone say, 'It's not what he said, it's the way he said it.

Paralanguage sounds just the opposite from the words themselves. Someone

may have greeted you with a "good morning!" but the tone of the words

revealed that it was anything buta good morning.

36.Your friend has been offered an interview for job. Explain to him the thingshe might do to prepare for the interview in order to improve his chances of

success. (20)

Before the interview to do some research about the organisation, and try to findout as much is possible before he get there. About the job and company. To

make sure to find where company is located, and how to get there.

Sources of information he needs to find out, use internet, organisation itself, localpublic or college library, television and newspapers, personal contacts. The next

stage of my preparation for interview is to find out about himself, assume what

kind of questions interviewer may ask me, what are his weaknesses, and try to

work on them. Be and stay positive.

37.Discuss the benefits of group decision making compared to individual decisionmaking. (20)

Benefits of a group decision making compared to individual are: betterpreparation and better understanding of project, because of more people there is

more ideas, more and better suggestion, more available information, more

courageous decisions (groups somehow invest a risk with value no risk for

individual), higher productivity and people are often more motivated when they

feel they are part of a team with the equal contribution to make with the others

in the team.


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38.a) What are the minutes of a meeting and why is it important to recordthem? (8)

b) Write a set of formal minutes for a meeting of your choice. (12)

a) Minutes provide a useful reference of the history of the a committees businessreducing the possibility of disagreement over what exactly was discuss and

decided, when and by whom. Minutes should be prepared for any formal

meeting that takes place, at any level of an organization. For this reason properly

constituted meetings and legally based organisation are required to keep

minutes. Normally taking minutes are responsibility of a secretary, and its not an

easy task.

b)

39.a) State and explain the difference between a fully blocked letter and a semiletter. (8)

b) Write a letter of complaint to an organization concerning a product you

have bought. (12)

a) Difference between fully blocked and semi blocked letterFully blocked letter

Everything starts at left-hand margin one vertical line

Advantages: very modern, most commonly used.

Semi blocked letter

Date and the subscription are on the right, the heading is centred and

everything else starts at the left hand margin. Paragraphs and so on are

blocked.

40.a) Distinguish briefly with example between continuous statistical informationand discrete (non-continuous) statistical information. (8)

b) Discuss, using example, the use of simple bar charts, component and

multiple bar charts to present discrete statistical information. (12)


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41.Discuss the main factors that make group communication and decisionmaking effective. (20)

Factors that make a group decision making more effective are: better preparationand better understanding of project, because of more people there is more ideas,

more and better suggestion, more available information, more courageous

decisions, no risk for individual, higher productivity.

42.Using business example, compare and contrast the use of writtencommunication and oral communication. (20)

a) Advantages of Written Communication Written communication helps in laying down apparent principles, policies

and rules for running of an organization.

It is a permanent means of communication. Thus, it is useful whererecord maintenance is required.

It assists in proper delegation of responsibilities. While in case of oralcommunication, it is impossible to fix and delegate responsibilities on thegrounds of speech as it can be taken back by the speaker or he may

refuse to acknowledge.

Written communication is more precise and explicit. Effective written communication develops and enhances an

organizations image.

It provides ready records and references.

Legal defences can depend upon written communication as it providesvalid records.

Disadvantages of written communication

Written communication does not save upon the costs. It costs huge interms of stationery and the manpower employed in writing/typing and

delivering letters.


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Also, if the receivers of the written message are separated by distance andif they need to clear their doubts, the response is not spontaneous.

Written communication is time-consuming as the feedback is notimmediate. The encoding and sending of message takes time.

Effective written communication requires great skills and competencies inlanguage and vocabulary use. Poor writing skills and quality have a

negative impact on organizations reputation.

Too much paper work and e-mails burden is involved.- Example of written communication can be over: letters

(mail), online (email), mobile (texting).

b) Advantages of oral communication There is high level of understanding and transparency in oral

communication as it is interpersonal.

There is no element of rigidity in oral communication. There is flexibility forallowing changes in the decisions previously taken.

The feedback is spontaneous in case of oral communication. Thus,decisions can be made quickly without any delay.

Oral communication is not only time saving, but it also saves upon moneyand efforts.

Oral communication is best in case of problem resolution. The conflicts,disputes and many 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 among

organizational employees.

Oral communication can be best used to transfer private and confidentialinformation/matter.


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Disadvantages / limitations of oral communication

Relying only on oral communication may not be sufficient as businesscommunication is formal and very organized.

Oral communication is less authentic than written communication as theyare informal and not as organized as written communication.

Oral communication is time-saving as far as daily interactions areconcerned, but in case of meetings, long speeches consume lot of time

and are unproductive at times.

Oral communications are not easy to maintain and thus they are unsteady. There may be misunderstandings as the information is not complete and

may lack essentials.

It requires attentiveness and great receptivity on part of thereceivers/audience.

Oral communication (such as speeches) is not frequently used as legalrecords except in investigation work.

- Example of oral communication: face-to-face, telephoneconversation, meetings

43.You are looking for new job. Discuss the various sources of informationavailable about job vacancies. (20)

Sources of information about the job vacancies:Internet is the largest sources of information, but however, not all

organisations use internet for recruiting.

Newspaper are easy source because they reach very wide readership, and

there will be large number of applicant for most jobs. Local newspaper are useful

source of information if you want to stay in particular area.

Careers office career counselling is now well established profession which

requires extensive training in helping all manner of people with all sort of

problems, from getting the first job to changing jobs and careers.

Job centres and employment agencies most towns now have Job Centres which

act as a cleaning house for vacancies in an area and can therefore link employers

with applicant.


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Radio and television often we can hear and see over the radio and television

about companies who are looking to recruit new people.

44.Used well, visual aids are time saving, essential, interesting, entertaining,memorable and invaluable (Stanton, N. Mastering Communication, 2004,

p.155). Using business examples to illustrate your answer comment on this

statement. (20)

Visual Aids:

Strengthen the clarity of the speakers message

Increase the interest of the speakers information

Make a speakers message easier for listeners to retain

Enhance the speakers credibility

Can improve the speakers persuasion

Helps combat stage fright

45.The most important part of a talk is the opening. Critically discuss thisstatement and indicate your answer comment on this statement. (20)

o How many times have you seen someone open his or her talk with the following?Thank you so much for having me; Im very glad to be here today. My name is

BO-ring! The first words out of your mouth help your audience member decide

whether he or she is going to listen to the rest of your talk. This means that you had

better grab their attention right away.

This is not to say that we must open with monkey calls. But we do need to spend

some time thinking about what the first words (or sounds) will be that our audience

is going to hear from us. Here are some ideas:

Use an anecdote: I start almost every presentation with a short story. They areusually true and personal, and they get people involved right away. The funnier

the story, the better. It has been proven that if a person is laughing with you,

then they probably like you as well.

Use a statistic: I once heard a Sales Manager from Coke open his talk by saying,80 percent of the cola consumed worldwide is Coca-Cola (or whatever thenumber was). The more shocking the statistic, the better. Think of some


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statistics about your industry or company and try one in the beginning of your

next talk.

Ask a question: This is a very effective way to get people involved and interactingright away.

Use a quote: Try to use one we havent heard before that will set the stage forwhat you are about to tell us.

Do something outrageous: Back to the chimp calls. The more you can surpriseyour audience, the better chance there is of getting their attention (no nudity

here, please).

46.a) Briefly state what yo

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