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MB0023 Business Communication SET - 1 Q1. As we are into airline business, our job is to ensure that our flights go full by carrying passengers to their destinations. These passengers would have paid different types of fares during that point of time as per the availability of the type of seat to be sold at that point of time. Some time back one of the passenger wanted a refund on a non refundable ticket. He called up from states and spoke to me and asked for a refund. I checked the fare rules and told him that this was a non refundable ticket and no refund will be provided on such a ticket. However the phone got disconnected by that time and later the passenger called back and spoke to someone else. Even before my colleague could answer, he says that I was told that I would get a refund on this ticket. So I do want that refund as soon as possible. The colleague of mine explained a lot and he had to show him the fare rules on the system by sending him a screen snapshot on his email ID, its then he got convinced and hung up. Here the Message was that the ticket is non refundable The sender of the message was me. The channel of communication was the telephone and it was a long distance call. The receiver was the passenger who was calling from the United States. The passenger did not hear correctly on what I said. He misinterpreted me and concluded that I would be giving him the refund. From this I learnt that the telephone can be a bad instrument if it does not convey the same message what I wanted to convey to the other person at the other end.

Q2. A} Between: The river flows between the city and the village. Among Julian is the smartest candidate among his colleagues. B} Anxious She was anxious to know about her exam results. Eager I am eager to go for an interview tomorrow. Soul The Soul can never be destroyed is what the holy books say. Sole He is the sole earning member in the family Cite

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They are going to cite the poem. Sight There was no sight of the building after a few moments.

Q3} AGENDA DATE TO 15th June 2009 Sales Manager, Marketing Manager, PR Manager, Analyst, Finance Manager, Design Manager. CMD Marketing Plan for a brand of designer clothing for men and women. ND Monday 22 June 2009 from 10am to 1pm Conference room 2B. Our Company needs to launch a new product which can target the entire customers of all ages and types. For this New Year we need to launch some designer brand which will have to be the best in both the domestic and international market. For that designer brand we will discuss on the following items:

FROM SUBJECT TIME PLACE BACKGROUND

TYPE OF MATERIAL- Will be discussed by the design manager TYPES OF DESIGNS- Will be discussed by the design manager COST FOR DESIGNS- will be discussed by the finance manager SALES ON DESIGNS- will be discussed by the sales manager MARKETING- will be discussed by the marketing manager ADVERTISING- will be discussed by the PR manager STATISTICS- will be discussed by the analyst

MINUTES OF THE MEETING Meeting date: 22nd June 2009. Time and Place: 10am to 1pm Present: Sales Manager, Marketing Manager, PR Manager, Analyst, Finance Manager, Design Manager. The material and the designs have been approved by the chairperson and the rest of the present members.

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Cost of the designs will be on a large scale hence we will be getting some discount from out vendors and approved by the chairperson. The finance manager will be responsible for this process. Sales will commence side by side when the marketing and the pr of the products are established. The sales manager will ensure maximum sales and with the help of the marketing manager and PR manager. Our Analyst will give us constant feedback with respect to the revenue generations and cost occurred. Q4. Recent merger of Delta Airlines and Northwest Airlines. FOR IMMEDIATE RELEASE Contact: Communications department Delta Airlines Inc. Boulevard, Atlanta, GA. United States of America NEWS RELEASE THE WORLDS LARGEST AIRLINE ATLANTA, November 1st 2008. A US based international carrier called Delta Airlines, is now the world’s largest airline after its recent purchase of North West Airlines. This mega deal took place yesterday at the Atlanta head quarters of Delta Airlines. Delta purchased Northwest airlines for 200 Billion Dollars in cash. The main reason for this consolidation was due to the changing business models of the aviation industries. The aviation industry is going through turbulent times as the rise in fuel prices is pinching the pockets of the world wide carriers. The costs for fuel have gone so high that most of the revenue earned by the airlines goes in purchasing fuel, rather than breaking even they are now showing losses. As a result to cut down on costs and share profits and losses this merger took place and North West airlines are now being bought over by delta. The combined carrier is now the world’s largest and connects to any part of the world. There is also going to be the world’s largest loyalty based program. All customers of both the carriers are now combined to one frequent flyer program called sky miles. Customers can now redeem or gain points whenever they travel on any of the airlines at the moment. However after a few months, the brand North West will not exist and the new airline will be named as delta, till then its business as usual. The passengers worldwide can now connect to any destination from the United States of America and back. It will also strengthen the relationship between India and the United States of America. Both the countries will have a hand in their respective economies progress. The northwest airlines aircraft will soon begin the painting process to convert into complete Delta Livery, airport integrating to act as one airline. However they

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are now waiting for the certifications from the department of transportation who will confirm that they can now be called as one airline called Delta Airlines Inc. Delta flies to 560 destinations in 70 countries, and the benefit can be taken by passengers as they get to connect to the world by just one airline. For more details visit www.delta.com

Q5} The HR Manager Parle International WE highway Vile Parle-Mumbai June 15 2009 HR Manager, Sub: Application for the position of Marketing Executive. I am writing this with respect to your advertisement in the times of India ascent, dated 10th June, 2009 for the position of marketing executive. I believe that my qualifications and experience will match the needs of the above position. I have recently completed my MBA from Sikkim Manipal University via distance education with specialization in Marketing. My Final MBA project was on Marketing and Sales Management in the near future. In addition I have also worked on a part time basis with Hindustan Lever for around 2 years. I am enclosing my resume along with an executive summary for your review. I request you to give me the opportunity of an interview with you at your earliest convenience. Thanking you,

Q6} The external stakeholders of Amway are their Customers. The other form of external communication would be making presentations about the developments of the product onsite, where the ABO’s actually are located. These presentations would involve any changes or any feedback associated pertaining to the market of the ABO’s.

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Video conferencing is also possible for immediate changes or some urgent matters or feedback to be conveyed onsite. This would save on travel cost and save time. To keep information updated faster, it is better to communicate through the internet or emails by either sending regular updates or sending relevant files to the ABO’s.

SET -2 Q1} a) Performance Appraisal TWO WAYS, FACE TO FACE CHANNELS- Here the communication is oral and non verbal immediate feedback is possible and the communication is of a highly personalized nature. The advantage of using this channel is that non verbal communication such as gestures, facial expressions and tone of voice can be used to make the communication more effective. A second advantage is that immediate feedback is possible in the form of questions, clarifications or suggestions. Yet another advantage is the personal quality of the communication. This is especially true of one to one meetings, where problems and conflicts can be easily resolved. b) Disciplining and employee Here both TWO WAYS, FACE TO FACE AND TWO WAY, NOT FACE TO FACE can be used. Teleconferencing, telephone and email communication are all examples of this type of channel. In this case, the communication is purely oral, since non verbal cues cannot be used to enhance the communication, in the absence of face to face contact. Immediate feedback is, however, possible, as with the face to face channel, since the receiver can react immediately to the senders telephone or email message. This type of communication is of an impersonal nature, due to lack of face to face contact. c) Handling a Customer warranty complaint. ONE WAY, NOT FACE TO FACE CHANELS-all forms of written communication mentioned earlier- letters, reports, memos notices, communication is largely one way communication, since there is usually no instantaneous feedback between the sender and the receiver. It is also purely verbal, since nonverbal communication is not possible, in the absence of face to face contact. It lacks the personal quality of face to face communication, although it could be personalized to an extent in some forms such as letters.

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Q2} Physiological barriers This was discussed earlier under the barriers to communication. Some people may have genuine hearing problems or deficiencies that prevent them from listening properly. Once detected, they can generally be treated. Other people may have difficulty in processing information, or memory related problems which make them poor listeners. Another physiological barrier is rapid thought. Listeners are left with a lot of spare time, their attention may not be focused on what the speaker is saying, but may wander elsewhere. Physical barriers These refer to distractions in the environment such as the sound of an air conditioner, cigarette smoke or an overheating room which interfere with the listening process. For example, if you are in a meeting with your manager and the phone rings and your mobile beeps at the same time to let you know that you have a message; it is very hard to listen carefully to what is being said. Attitudinal Barriers Pre occupation with personal or work related problems can make it difficult to focus ones attention completely on what a speaker is saying, even if what is being said is off prime importance. Another common attitudinal barrier is egocentrism or the belief that you are more knowledgeable than the speaker and that you are more knowledgeable than the speaker and that you have nothing new to learn from his ideas. People with this kind of closed minded attitude make very poor listeners. Wrong Assumptions The success of communication depends on both the sender and the receiver. It is wrong to assume that communication is the sole responsibility of the sender or the speaker and that listener have no role to play. Such and assumption can be a big barrier to listening. For example, a brilliant speech or presentation, however well delivered is wasted if the receiver is not listening at the other end. Listeners have as much responsibility as speakers to make the communication successful, by paying attention seeking clarifications and giving feedback. Cultural Barriers Accents can be barriers to listening, since they interfere with the ability to understand the meaning of words that are pronounced differently. The problem of different accents arises not only between cultures, but also within a culture. For example, in a country like India where there is enormous cultural diversity, accents may differ even between different regions and states. Gender Barriers Communication research has shown that gender can be a barrier to listening. Studies have revealed that men and women listen. Studies have revealed that men and women listen very differently and for different purposes. Women are

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more likely to listen for the emotions behind speaker’s words, while men listen more for the facts and the content. Lack of Training Listening is not an inborn skill. People are not been good listeners. They have to develop the art of listening through practice and training. Lack of training in listening skills is an important barrier to listening, especially in the Indian context. Bad listening skills Most people are very average listeners who have developed poor listening habits that are hard to shed and that act as barriers to listening. Yet another habit is to avoid difficult listening and to tune off deliberately, if the subject is too technical or difficult to understand. Sometimes the subject itself may be dismissed as uninteresting because the listener doesn’t want to listen.

Q3} Oral presentations can be effective when: For Campaigning: e.g., election campaigning. Here you need to make oral presentations about all what you want to convey to the target audience. This may also have hoardings of the candidates’ party and some description on it. A Teacher conducting science practicals. It is mandatory to conduct the practical’s having oral presentations, because this will enable the student to understand much better rather than just giving notes. This will also help them in doing the practical’s those selves once they have been taught by the teacher practically. STEPS IN MAKING ORAL BUSINESS PRESENTATIONS 1. Definition of purpose of presentation. Before preparing for the presentation, it is important to be clear on the goal of the presentation. A statement of purpose expressing what you want to achieve through the presentation should be framed, so that it becomes easy to measure whether the goal has been accomplished or not. 2. Development of the Key Idea The key idea of a presentation is a statement that expresses the main message to be conveyed to your audience. It is different from a statement of purpose, in that purpose is generally meant for you as the presenter, while the key idea is mentioned to the audience at the beginning of the presentation.

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3. Audience analysis Making a good presentation alone is not enough. It also has to be tailored to your listeners, in such a way that they understand and appreciate it. The following information should be gathered about your audience even before you begin preparing for the presentation. Job designations and areas of expertise Preferred style of presentation Demographic characteristics of the audience 4. Analysis of yourself as a speaker Apart from analyzing your audience, you also need to do a self analysis to determine your own purpose of making the presentation, your level of knowledge on the subject and your feelings about the subject. 5. Analysis of the circumstances This includes taking into consideration any limitations of infrastructure, time and context that might affect your presentation in any way. For example if you are making a presentation as part of a team, your style of presentation has to be consistent with that of your team members. 6. Preparation of outline Once the initial groundwork has been done, you will need to develop an outline of your presentation. Irrespective of the nature and purpose of the presentation a standard format is generally followed including the following:

Introduction, Body Conclusions.

7. Collection of information and material Once the outline of the presentation has been developed, you will need to start gathering the relevant material. This is a time consuming process and requires a fair amount of research. 8. Organization of the Body The body of presentation should always be prepared before the introduction. Organizing the body consists in identifying the key points that will support your main idea and then selecting an organizational plan to develop these key points. 9. Planning the introduction Since the introduction is where you make the first impression, it should be planned with care. It should take up between 10 and 15 percent of your total speaking time. At the outset, you need to try and establish your credibility, by showing that you are qualified to speak on the subject of the presentation. 10. Planning the conc lusion

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The conclusion of a presentation should be shorter than the introduction occupy only 5% of the entire presentation. Generally, every conclusion should have a review and a closing statement. 11. Selection of a delivery style Once your presentation has been adequately prepared in terms of content, you also need to ensure that it will be delivered effectively, by selecting an appropriate style of delivery. There are five different delivery styles available to speakers: Speaking impromptu Speaking extemporaneously Memorizing the presentation Reading from written notes Speaking from notes

Q4}

Dear Customer, This is with reference to your letter dated ten days ago about the faulty printers and their replacement. In view of the fact that you are a regular customer, we are sending you a gift voucher of the same amount emplace of the defective printer. This is due to the reason that we can not now replace the order with new printers. I regret that we are unable to honour your request of replacing it with new printers. The gift voucher is a Shoppers Stop gift voucher, which can be utilized by you whenever you would be willing to go shopping at any of the shoppers stop outlets. These vouchers are valid for the next six months. We will be sending you our annual clearance sale catalogue in a few days and look forward to your future orders. Yours Sincerely,

Office Manager. HP Printers India Pvt. Ltd.

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Q5} PROJECT REPORT FOR IMPROVING THE COLLEGE CANTEEEN SERVICES Submitted To THE DIRECTOR S.M.LALL INSTITUTE OF EDUCATION Submitted By KAMAL SURENDRAN PRESIDENT MESS COMMITTEE As you know that in the past our institute’s food program had been going on very well. Until recently we have started receiving complaints about the following issues: 1. Unhygienic conditions 2. Overcrowding 3. Tasteless food 4. Excessive oil and spices 5. No variation. Students have now been regularly complaining about the above aspects and till date the matter has not been resolved. I have tried my best ways out and approach the canteen services but I find that this is becoming a regular habit. After repeated requests and arguments, I am finally writing to you to seek your help on this matter. The canteen staff are least bothered about their environment and the method of operation. It is surprising to find the same staff to be effective earlier and now to be the imperfect for the canteen. To resolve this matter I would like to suggest an initiative which can be fruitful and help in winning back the students trust and confidence about our canteen services. For the unhygienic conditions I require the premises to be cleaned and renovated with a professional interior designer and our own plumbers who would assist with the entire plans for renovation. I will need to expand the current size of the room and extend it by occupying the store room close by which is of no use. For this we will require the same interior decorator and the local men. I will need new chairs and tables which are plastic made so that they can be cleaned and also relocated. I need a new chef who is well experienced and will ensure to make better food which is tasty and also change the food every week according to the days as well. The budget is as follows RENOVATION COSTS AND PAINTING WITH CARPENTARY COST FOR 100 PLASTIC CHAIRS AND TABLES Rs. 100000

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AT 500 PER CHAIR AND TABLE SET MONTHLY NET SALARY FOR CHEF FOOD MATERIALS COST PER MONTH AVERAGE OPERATIONAL COSTS PER MONTH Total

Rs. 50000 Rs. 40000 Rs. 80000 Rs. 20000 Rs. 290000

I truly believe that we will definitely win back the students confidence and get back our good will provided that the above project is sanctioned by your good self. The amount quoted is at its best rate from the vendors and attached are their tenders for the same. I will be looking forward in hearing from you with regards to the above project for rejuvenation of our food programme in the institute.

Yours sincerely,

Q6} Guidelines to follow when having meetings in the UK. • • • Avoid animated or heated discussions and tend to avoid raised voices or over enthusiastic body language. Personal topics can be discussed if you are familiar to that person during intervals. Weather can be a topic to initiate conversations, and sports like football can be a major topic of discussion including current affairs and music, during break sessions. Avoid political issues and religious matters Be well dressed and in a formal attire. Greetings, firm handshakes are required whenever necessary. Meetings will start with the senior most person present but not according to the hierarchy of the organization. Meetings are usually of open forum Members are allowed to express their ideas. Show manners and discipline

• • • • • • •

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Always use facts and figures for presentation.

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