Mba- Distance Learning

Q1. List the barriers to effective communication. What are the ways in which an organisation can overcome the barriers to communication? 1. Following are the list of barriers to effective communication:- * Language Barriers – this is one of the most common barriers that can be found. Many communication issues can be occurred because of the language and vocabulary differences. * Cultural Barriers – there are many communication issues comes through cultural differences. Age differences, gender differences, economic positions, political beliefs and cultural. Effective communication between people of different cultures is really difficult. * Organization Barriers – barriers exist in workplaces can be included into this category. Poor organization structures, some rules and regulations, poor employee relationships, and noisy environment can badly affect to communication processes. * Personal barriers – individual discomfort and perceptions can also make negative impact on effective communication. If people are not in the same level in terms of their perceptions, knowledge and attitudes. * Interpersonal barriers – misunderstanding, lack of trust on each other, fear of losing power and control, poor relationships are some of interpersonal communication barriers. * Channel barriers – if the communication media is inappropriate or the communication is too long; it might break up the process. Poor communication channels can badly affect to the clarity, clearness and accuracy of the communication process. 2. Following the ways in which an organisation can overcome the barriers to communication:- Certain steps can be taken, both at the organisational level, as well as at the individual level, to effectively deal with the barriers to communication. Organisational action: organisations need to take few steps to ensure effective communication: * Encourage feedback * Create a climate of openness * Use multiple channels of communication

Individual action An individual can take certain actions to overcome the communication barriers: * Active listening: The language used in communication must be as clear as possible. * Careful wording of messages: Messages should be worded clearly and without ambiguity. * Selection of appropriate channels: Individuals should be competent enough to choose the right communication channel, depending on the situation. * Avoidance of technical language: The language used in communication must be as clear as possible. * Right feedback: Feedback is an important communication skill.

Q2. Explain the different type of verbal communication.

Communication by using language is called verbal communication. Following are the types of verbal communication:
(a) Oral Communication
(b) Written Communication
(c) Communication through listening and reading

(a) ORAL COMMUNICATION

Oral Communication happens when we communicate with the help of spoken words. In this way, we can say that the conversations, meetings, conferences, interviews, training sessions, speeches, public announcements, radio speeches, telephone talk, public speaking, are all forms of oral communication. It can be used effectively to inform, satisfy, praise, criticize, please, inquire and for many other purposes.
Advantages:
* Oral Communication saves time. * There is immediate feedback. * Oral communication saves money. * In Oral communication, there is less formality. *
Disadvantages:
* Oral Communication can be misunderstood more easily compared to written communication. * If we consider the legal point of view, oral communication has little value as there is no permanent record or proof of what has been said. * Oral Communication requires a good speaker otherwise it will not be meaningful.

(b) WRITTEN COMMUNICATION

Written communication is also a type of verbal communication. With the help of writing, we express ourselves. The human language is expressed by means of visible signs. Since long, letter writing is considered the only reliable means of communication. Far a long time in the business world, it was believed that sending letters, memorandum and notices was the only proper way for businessmen to communicate.
Advantages:
* Written messages are less likely to be misunderstood and the doubts can be removed by reading it again. * Written communication is best for legal or financial matters. It acts as a proof. * Written communication has provided a permanent record. It can be preserved for years

Disadvantage: * Written communication is slow and time consuming * There is no immediate feedback. * Written communication needs stationary and much equipment. * Written communication is formal. It is only for literate people.
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(c) COMMUNICATION THROUGH LISTENING /READING

Communication through listening and Reading is done in our day to day life. We communicate maximum through listening. Communication through reading takes place where the reader takes interest in reading.

Q3. Write short note on: (a) SQ3R technique of reading (b) Memo

Ans:- (a) SQ3R technique of reading

SQ3R technique of reading was developed by Robinson in his book "Effective Study" (1970). It stands for the initial letters of the five steps illustrated here. * Survey * Question * Reading * Recall and * Review

Survey:-
•It refers to a quick glance through the title page, preface and chapter headings of a text.
•It helps you to gauge the main ideas of the text.
Question:-
• A survey of the text will surely raise a few questions in your mind regarding the text.
Reading:-
•Read the text over and over again, each time with a different question and a different purpose in mind.
•Make a note of the important points that you have read.
Recall:-
•Recalling or reciting follows reading level. In this level, the reader recalls or recites the content after reading some portion of text.
• It enables you to connect and relate the content with the previous and future learning of the subject.
Review:-
•It is the process of checking whether we have followed the earlier stages promptly and efficiently.
•These are questions that must be asked in the final stage of reading.
•Review will sharpen your critical ability, enable you to form your own opinions on the topic and express them to others.

Ans:- 3(b) Short note on “Memo”

•Memo is essentially the same as ’précis writing’, where an article is condensed to one fourth its size, without losing the essence or meaning.
•Principles of precise writing include the 3 C’s which are: Condensation, Comprehension and Coverage.

Components of a memo:

Header: This is a compact block of information which appears at the top of the memo that includes the ’To’, ‘From’, ‘Date’ and ‘Subject’ headings, which is similar to the title page of a longer and more formal report.

Body: This is the text of the memo which contains the details and major topics.

Close/ Action: Usually, unlike formal letters, memos did not have a formal close for example, ‘Sincerely’ and a signature line. It is up to the organisation standards which define the memo structure.

Courtesy copy: This is widely known as ‘cc’ and earlier stood for carbon copy. Sometimes a copy of the memo may go to another person(s). This is indicated by cc., followed by the name(s) of the person(s) to whom the memo is being sent.

Q4. Explain some of the approaches for handling customer complaints and listening to customers

Ans:- Following are the step of the approaches for handling customer complaints and listening to customers

Step 1: Allow the customer to speak, and then 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.

Step 2: 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.

Step 3: 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.

Step 4: 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.

Step 5: 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. If a call must be transferred, stay on the call until the other party answers, introduce the caller and transition the situation.

Step 6: 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 not than calmly explain your company's position and offer an alternative solution.

Step 7: 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.

Q5. What are some of the consequences of spelling and punctuation errors, redundancies, clichés and misuse of words?

Ans:- Following are some of the consequences of spelling and punctuation errors, redundancies, clichés and misuse of words.

Redundancies refer to phrases which contain repetitive or unnecessary words to express the same meaning. This is a common mistake that occurs across the world and must be avoided. * A few examples are: true facts, past history, exactly identical, personal opinion and other alternative.

* A redundancy does not serve any purpose and is a mistake since it wastes words.

•Clichés are phrases that are overused and should be avoided, since they make reading monotonous. They should be substituted with more original expressions. Some commonly used clichés are: * ‘Last but not least’, I would like to thank all the students for attending this session. * Thanking you in advance’, I remain …. * Looking forward to meeting and discussing this with you ‘at an early date’. * ‘No problem’.

•Frequently misused words- Certain words which sound similar or are spelt slightly different, tend to be used in the wrong context. Some examples are as follows:

1.‘All together’ and ‘altogether’ – ‘All together’ means ‘in one group’, whereas ‘altogether’ means ‘completely’.

Q6. Explain the different delivery styles that speakers can select for their presentation.

Ans:-

There are four styles that speakers can select for their presentation and they are :- 1. Manuscript, 2. Memorization, 3. Impromptu and 4. Extemporaneous.

1. Manuscript :- The manuscript method of delivering a speech involves writing a manuscript used for reference during the speech and for official records. Manuscript delivery should avoid reading the manuscript word for word, otherwise the speaker risks sounding mechanical. The use of eye contact and facial expressions helps bring personality to this type of speech delivery.

2. Memorization:- The memorization method involves memorizing a speech word for word. This can run the risk of sounding as mechanical as the manuscript method. As in the manuscript method, memorizing key talking points gives the speaker a more personal approach. Add personality with voice inflection, eye contact and facial expressions.

3. Impromptu:- The impromptu method involves speeches with little or no time for preparation and speech writing. In situations like this, speakers should do everything in their power to take a few minutes to prepare themselves. Organizing a speech and breaking it down into parts is a quick way to mentally prepare a speech. Preparation should be started at the beginning of an introduction, or as soon as a speaker realizes they may be called on to speak. The typical organizational format includes a main point, proof, additional proof if possible, and a conclusion.

4. Extemporaneous:- The extemporaneous method has more preparation than the impromptu method. It involves writing, rewriting and editing. In addition, the delivery is practiced, recited, and main points are memorized. Typically, a speaker uses an outline for the main points and the exact wording is not concrete until the delivery is given. Audiences typically perceive extemporaneous speeches as spontaneous, while the speaker still maintains control of the speaking points.