MB0039 Business communication

MBA- Semester 1 Assignment -

Marks 60 (6X10=60)

MB0039 – Business Communication - 4 Credits

Subject Code - MB0039 *** Please fill in all the details in complete and only in CAPITAL letters

Shreyas H G Name 1208013813 Registration Number

INSTRUCTIONS FOR ASSIGNMENT SUBMISSION 1. Completed assignments must be typed and formatted neatly and soft copies should be

uploaded on or before the dates mentioned above. (31 October,2012) 2. Ensure that you answer all questions according to the marks allocated. 3. Content that has been directly copied from the Internet or the Book will NOT be

accepted.

4. Please attempt all the assignments individually and independently. Assignments that

have been copied and shared among students will be automatically rejected and disqualified. 5. Please attach correct assignments to correct subjects. Incase of any errors the student

will be marked absent for the specific subject 6. Late submissions will NOT be accepted. 7. Follow assignment format and complete all the details for each assignment individually. 8. Roll no/Registration Number found mentioned anywhere else except the place

provided, the assignments will be rejected. 9. Incase students extra details like contact number, Name found listed anywhere on this

document, the assignments will be rejected.

Note: Each question carries 10 Marks. Answer all the questions. (Please type the answers in the same sheet one after another and upload the soft copy on EduNxt for evaluation)

1. Explain briefly the characteristics of communication. 2. Name the communication channel to which teleconferencing, Email, and telephone belongs to. Explain teleconferencing. 3. “Informal communication network is not just for idle rumours and may be useful in many ways.” Justify. 4. Explain some of the approaches for handling customer complaints and listening to customers. 5. Explain briefly the four steps of the review process. 6. Explain the different delivery styles that speakers can select for their presentation.

1. Explain briefly the characteristics of communication. Answer;- Communication is a transfer of information from one person to another resulting in common understanding between them.  Definition of Communication. Communication according to Newman and Summer “communication is an exchange of facts ideas opinions or emotions by two or more persons .  Characteristics of communication.  Communication is unavoidable as it impossible to be without communicating as we communicate with people around us. Communication can be the way we dress , our body language and so on.  Communication is a two way exchange of information communication is sharing of information between two or more persons with continuous feedback.  Communication involves sender and receiver of information.  Communication could be verbal or nonverbal communication.  Communication is complete only when the receiver interprets the meaning in the same way as that intended by the sender.  Communication is a dynamic process and enables understanding.

2. Name the communication channel to which teleconferencing, Email, and telephone belongs to. Explain teleconferencing Answer:- below are the type of communication channels.

 Two way, face to face communication channels:-in this channel of communication oral and nonverbal communication is used with immediate feedback is possible and communication is of highly personalised in nature. Face-to-face meetings are ranked at the top of the richness scale because they allow complete use of all senses and continuous feedback. Companies find such meetings to be a good choice for nonroutine business, such as planning new products, analyzing markets and business strategy, negotiating issues, and solving or resolving problems. Additionally, the face-to-face meetings of teams often provide a synergistic effect that improves the outcome of their actions. The collaboration efforts face-to-face meetings evoke are often worth the time and expense of using this channel.

Example ;- a supervisor doing a team meeting .  Tow way, but not face to face communication channels:- With the advent of new

technologies, communication can now be two way, without being face to face, when distance makes such meetings impractical. 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 sender’s telephone or email message. This type of communication is of an impersonal nature, due to lack of face-to-face contact. The disadvantage is that it is hard to hold the listener’s attention for too long. Email is another two-way, but not face-to-face channel that allows senders and receivers to send and respond to one another’s messages almost instantaneously. Within an office, email is used as an alternative to telephone communication and personal meetings and is called the “intranet.” Email has the advantage of low cost, speed and the ability to send messages to several people anywhere in the world. The disadvantages are its impersonal nature and the lack of confidentiality, since the messages can be stored or passed on to others.

 One way, not face to face channels :- forms of written communication mentioned

earlier – letters, reports, memos, notices, etc. may be classified under this type of channel. Written 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 non-verbal 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. For example, a sales letter addressed to a customer could be made highly personal, by addressing the customer by name and customizing a product to his needs.. Explain Teleconferencing:-

Teleconferencing is almost as good as face-to-face communication, since it enables two parties in different locations to see ( if there is video-conferencing facility) and speak to each other. Today, many large Indian organizations make use of this technology. While teleconferencing has the advantage of saving time and costs involved in travel, it cannot replace face-to-face meetings completely. Some types of interaction such as brainstorming, negotiation, persuasion and problem solving can be conducted better through face-to-face meetings. Telephone communication has the advantage of being able to contact people who would be impossible to reach in person. It is also relatively inexpensive, compared to face-toface communication. The disadvantage is that it is hard to hold the listener’s attention for too long. Email is another two-way, but not face-to-face channel that allows senders and receivers to send and respond to one another’s messages almost instantaneously. Within an office, email is used as an alternative to telephone communication and personal meetings and is called the “intranet.” Email has the advantage of low cost, speed and the ability to send messages to several people anywhere in the world. The

disadvantages are its impersonal nature and the lack of confidentiality, since the messages can be stored or passed on to others.

3. “Informal communication network is not just for idle rumours and may be useful in many ways.” Justify. Answer:A casual form of information sharing typically used in personal conversations with friends or family members. Within a business environment, informal communication is sometimes called the grapevine and might be observed occurring in conversations, electronic mails, text messages and phone calls between socializing employees. Informal communication is also called as the Grapevine . In this type of network information dose not flow in a particular direction as the formal communication dose, information need not flow in a proper channel and may not be circulated inside the organization but could also flow outside the organization where ever co-workers and colleagues meet , thus informal network are based on friendship and are shared personally. This type of informal network in not just a idle rumors and may be useful in many ways. This type of communication fills the transparency gap left by the formal communication, such gaps are usually occurred during strikes and lay-offs and they may not be officially announced, it may help to conform the important information of the organization, this type of communication also helps in constructive purpose by the organization. Example ;- organizations could deliberately plant a proposals in the minds of the employees just to test their reactions. Characteristics/Features of informal communication: 1. Organizational hierarchy not followed 2. Free flow of information 3. Rapid communication 4. Information may be distorted

5. Lack of evidence. Advantages of informal communication are as follows:

1. Free flow of information: As no formal channel is maintained information can flow freely among the employees of the organization. 2. Rapid communication: In case of informal communication messages can be transmitted to the ultimate recipient faster than formal communication. 3. Suitable for motivation: In modern days many communication experts advocated that informal communication is more appropriate for motivating employees. 4. Remove mental distances: Through informal communication employees can share their views on any problem. As a result mental distances are reduced. 5. Increase enthusiasm: Due to the very nature of informal communication it allows lower level employees to communicate freely with the top management. Accordingly problems of lower level employees can be minimized and their enthusiasm increased.

4. Explain some of the approaches for handling customer complaints and listening to customers. In today's services oriented industries, it is extremely important for employees to demonstrate a consistently high level of customer satisfaction. An important element of achieving this goal is the ability to handle and resolve customer complaints efficiently and effectively. Addressing customer complaints and providing exemplary customer service is critical in nearly every business environment, from local restaurants and small businesses to large companies with many call center agents and support staff. listen to the customer's complaints:Do not interrupt the customer, which can increase the customer's anger further and lead to additional conflict. Allowing the customer to fully describe the reasons for their dissatisfaction is key to deflating and ultimately resolving their issues. Even if the customer is irate and yelling, do not take their comments personally. Try to remember that the customer is angry at the situation -- not at you personally -- and you are there to help address their concerns and to resolve the problem. If angry customer is not clearly describing their problem, try asking open ended questions to draw out more usable information. Asking qualifying questions can have a calming effect as the irate customer begins to understand that you are truly interested in their problem -- and in trying to find a solution

Ask the customer if it is okay to repeat the complaints back to them in your own words Asking for permission is a subtle but important step towards gaining the customer's trust in your willingness to address their concerns, and helps to ensure that the customer is now listening to you. Do not include their terms of frustration, but summarize the list of problems including any specific details. Speak clearly and calmly When dealing with a customer over the phone, it is especially important to demonstrate your capability and professionalism, and your voice and demeanor are your best tools. Do not exhibit signs of uncertainty or nervousness. Even if the customer is very irate, responding in a cool and collected manner is essential to defusing the situation. Look at the situation from the customer's perspective Put yourself in your customer's position, and try to empathize with their situation and their frustrations. Then, respond appropriately to their concerns. In many situations, an apology is appropriate on behalf of your company - even if you did not have any personal involvement in the issue. Take responsibility for the customer complaint An angry customer is looking to you for resolution to their issues, and it is important to show the customer that you can assist them quickly and effectively. Unless it is absolutely unavoidable, do not infuriate the customer further by transferring the call to another person in a different department. If a call must be transferred, stay on the call until the other party answers, introduce the caller and transition the situation. Do not just blindly transfer an angry caller -- if the call is forwarded to a voicemail box or gets disconnected, the customer will be even more irate when they call back Take action Find out from the customer what they feel is an appropriate resolution to their problem. If their request is reasonable and within your area of authority, then provide a prompt solution for the customer. If the request is unreasonable, calmly explain your company's position and offer an alternative solution. In many instances, a credit, refund, or discount on a future purchase may satisfactorily resolve the issue for both parties. If the request is reasonable but beyond your level of authority to approve, explain the approval process to the customer including the expected timeframe for a response. Be sure to gather the customer's contact information and their preferred method of communication (telephone number or email). Follow up with the customer After reaching a resolution, follow up afterwards with the customer to ensure that the issue was resolved to their satisfaction. This small step is essential to verify that the issue is truly resolved, and often makes a huge difference in how the customer feels about how their issue was addressed. This small step is worth the extra effort, and can often lead to repeat business and a loyal customer who will recommend your business to others. 5. Explain briefly the four steps of the review process.

A strong strategic foundation: Many organizations view their communication teams as a service resource or as process enablers. Instead, communications should be viewed as a strategic imperative for high performance and growth. Leaders need to set the stage for the

importance of communications with a clear mission, a statement of purpose, and objectives that convey the benefits that an integrated communications capability will bring to your organization. The obvious benefits are that you will communicate more effectively, saving time and money. The right set of tools: The next step is to develop a set of tools that guide the planning and creative efforts of your internal team and their external partners, using a What/How/Who model, described below. I recommend starting with a mapping tool and a model that defines the messages and experiences you want to create (What), the means of communication you use to create them (How), and the people you need to reach to successfully do business (Who). This What/How/Who Model might seem simple, but making it visible and mapping your initiatives against it shows how complex it can be, and builds the case for integration. A development process: Planning and tools alone will not ensure the best results. A process that is embraced company-wide will be needed to make sure that each initiative is on target, gets off to a good start, and is reviewed at key points in its development. Enterprise-level initiatives, departmental launch initiatives and individual projects can all benefit from a discipline dcommunications development and launch process. It should include explicit tollgate phases such as plan approval, project initiation, concept development, creative development and production and distribution. Budget requirements, cross-functional scope, governance and performance metrics should also be woven into the process. This will allow you to prioritize efforts, keep them true to your strategy, and reduce costs by cutting wasted efforts. Process and tools enable your teams to work well together, develop their talents as communications professionals and increase their ability to materially contribute to the company's success. A team of people with the right spirit and skill set: This brings me to the final and most important requirement — assembling the right team with the knowledge and passion to do the job in an exemplary way. More often than not, I come into contact with communications leaders and team members who are miscast. They may have been highperformers in other roles, but they are not experienced in strategic communications, either through their education or their professional background. Start by appointing a person who can bring this type of leadership, who has the heart to understand the essence of the company, and who can mentor and motivate employees. Give them an executive-level position to signal the importance of this role to the organization. Recruit new players and external partners who can bring you the newest strategies, methods, and technologies, and who have the zeal to create communications that will make your company proud and help you achieve your goals.

6. Explain the different delivery styles that speakers can select for their presentation Answer;- Below are some of the steps that needs to be followed while presenting a oral presentation.  Find out what is the context of the presentation. • Who are the participants? What is their hierarchical level? • Why are they at this presentation? • What do they expect? • Is this talk a single event or is it part of a set of presentations?

• Are the participants resistant to the subject of your presentation? • How much time am I given? • In what place will the presentation be given? What equipment is available ? What is the arrangement of the room ?

 Gather information about your subject. • Will I have a written report in hand, will I use it? • Will I be using several sources of information? Which ones? • Do I have to hand out written material?  Structure your ideas What will be the plan for how my presentation will develop?  Conform to the time allocated • Select the essential content • Plan for complementary material • Practise beforehand and time myself • Visualize myself actually giving the presentation.

 Prepare the documentation needed. • What documents will be handed out to the participants? • In what format will they be handed out? Tables? Diagrams? Written material? 

Adapt myself to my audience

• Just how familiar are the participants with the subject? • Plan sentences that summarize and reformulate what I am saying • Ask participants if they understand and whether they have any questions. Different styles that a speaker can use in oral communication are as follows.  Speak impromptu.  Speaking extemporaneously.  Memorizing the presentation.  Reading from the written notes

 Speaking from the notes.

 Speaking impromptu – in this case speaker is called on the stage without any prior notice and is not given any time to prepare for the speech.  Speaking extemporaneously – A device used to get the attention of an audience. Some examples include quotations, statistics, history, narratives, political cartoons, anecdotes, and pop culture references. A typical attention getting device (sometimes referred to as an AGD) seeks to set the tone for an extemporaneous speech and acquaint the audiences with the particular style of the speaker.  Memorizing the presentation – this is the least appealing style os the delivery , as it comes across as unnatural and monotonous to the audience , speaker who memorizes and delivers the presentation words for words will also be at a disadvantage if they forget a part of speech as they will be unable to speak naturally.  Reading from the written notes – this involves reading the entire speech from the note that is made by the speaker, however it has some limitations , 1st it gives the impression that the speech is very long and heavy ,secondly it prevents the presenter from making eye contact with the audience.  Speaking from the notes – this is generally the most effective style of delivering the speech it involves jotting down the main ideas in points and form on index card and then referring to those cards merely as a trigger while speaking, in this the speaker can elaborate the point that is jotted on the card and make the presentation more effective and efficient one.