Question Bank

Communication for Management

Q1. Describe the process of communication and briefly explain the barriers of communication.
Q2. Explain the significance of oral communication and list the principles of effective communication.
Q3. Describe the principles of effective writing.
Q4. What are the aids used in present times for enhancing presentation quality?
Q5. Clearly explain the meaning of the terms- meeting, notice, minutes of meetings and business etiquettes.
Q6. Describe the objectives of communication.
Q7. Write a short note on communication.
Q8. Describe the 7C’s of communication.
Q9. Explain the process of communication.
Q10. What do you mean by CV? What are the common details for CV?
Q11. Write a short note on internet and its uses.
Q12. Write a short not on E-mail and its uses.
Q13. Discuss the usefulness of effective listening.
Q14. Write the advantages and disadvantages of oral communication.
Q15. What is a report and what are the steps involved in writing a report?
Q16. Write a short note on effective listening?
Q17. Describe the advantages and disadvantages of written communication?
Q18. Describe Paralanguage.
Q19. What do you mean by a Memo?
Q20. What is the purpose of a report and discuss the different types of reports?
Q21. Differentiate between seminar and presentation.
Q22. What are minutes and what are its types?
Q23. What do you mean by conference and what are its advantages and disadvantages?
Q24. Describe the layout of a business letter.
Q25. Prepare a CV of your own.
Q26. Write a letter to the Police Station In-charge for worsening of law and order situation in your area.
Q27. What is non-verbal communication?
Q28. What are the barriers to listening?
Q29. What is a press release and write down the steps involved in writing a press release.

Case Studies
Case Study-1Outsourcing Backlash Gets Abusive, Ugly
"I don't want to speak to you. Connect me to your boss in the US," hissed the American on the phone. The young girl at a Bangalore call centre tried to be as polite as she could. At another call centre, another day, another young girl had a Londoner unleashing himself on her, "Young lady do you know that because of you Indians we are losing jobs." The outsourcing backlash is getting ugly. Handling irate callers is the new brief for the young men and women taking calls at these outsourced job centres. Supervisors tell them to be "cool". Avinash Vashistha, managing partner of NEOIT, a leading US-based consultancy firm says, "Companies involved in outsourcing both in the US and India are already getting a lot of hate mail against outsourcing and it is hardly surprising that some people should behave like this on the telephone." Vashistha says Indian call centres should train their operators how to handle such calls. Indeed, the furore raised by the Western media over job losses because of outsourcing has made ordinary citizens there sensitive to the fact that their calls are being taken not from their midst but in countries, such as India and the Philippines. The angry outbursts the operators face border on the racist and sexist, says the manager of a call centre in Hyderabad. But operators and senior executives of call centres refuse to go on record for fear of kicking up a controversy that might result in their companies' losing clients overseas. "It's happening often enough and so let's face it," says a senior executive of a Gurgaon call centre, adding, "This doesn't have any impact on business." Source - (Hindustan Times December 21, 2003, New Delhi)
Questions to Answer
1. Assume you are working as an operator at a call centre in India and are receiving irate calls from Americans and Londoners. How would you handle such calls? Imagine a situation and state your response.
2. "Keep your cool." What does this mean in terms of conversation control?
3. Do you agree with the view that such abusive happenings on the telephone do not have any impact on business? Give reasons for your answer.
Case Study-2
Wave (ATV: Advertising Radio FM Band)
A young, gorgeous woman is standing in front of her apartment window dancing to the 1970s tune, "All Right Now" by the one-hit band Free. Across the street a young man looks out of his apartment window and notices her. He moves closer to the window, taking interest. She cranks up the volume and continues dancing, looking out the window at the fellow, who smiles hopefully and waves meekly. He holds up a bottle of wine and waves it, apparently inviting her over for a drink. The lady waves back. He kisses the bottle and excitedly says, "Yesss.” then, he gazes around his apartment and realizes that it is a mess. "No!," he exclaims in a worried tone of voice. Frantically, he does his best to quickly clean up the place, stuffing papers under the sofa and putting old food back in the refrigerator. He slips on a black shirt, slicks back his hair, sniffs his armpit, and lets out an excited, "Yeahhh!" in eager anticipation of entertaining the young lady. He goes back to the window and sees the woman still dancing away. He points to his watch, as if to say, "Come on. It's getting late.” As she just continues dancing, he looks confused. Then, a look of sudden insight appears on his face. "Five," he says to himself. He turns on his radio, and it too is playing" All Right Now." The man goes to his window and starts dancing as he watches his lady friend continue stepping. "Five, yeah," he says as he makes the “okay" sign with his thumb and forefinger. He waves again. Everyone in the apartment building is dancing by their window to “All Right Now." A super appears on the screen: "Are you on the right wavelength?"
Questions to Answer
1. What is non-verbal communication? Why do you suppose that this commercial relies primarily on non-verbal communication between the man and woman? What types of non-verbal communication are being used?
2. Would any of the non-verbal communications in this spot not work well in another culture?
3. What role does music play in this spot?? Who is the target market?
4. Is the music at all distracting from the message?
5. How else are radio stations advertised on TV?
Case Study-3
Employment Interview of RP Sinha
Mr R P Sinha is an MBA. He is being interviewed for the position of Management Trainee at a reputed company. The selection committee is chaired by a lady Vice president. Mr Sinha s interview was as follows –
Committee: Good morning!
Mr Sinha: Good morning to Sirs and Madam!
Chairperson: Please, sit down
Mr Sinha: Thank you [sits down at the edge of the chair. Keeps his portfolio on the table]
Q. Chairperson: You are Mr RP Sinha
Mr. Sinha: Yes, madam. This is how l am called.
Chairperson: You have passed MBAwith 1st division
Mr. Sinha: Yes, Madam
Q. Chairperson: Why do you want to work in our organization?
Mr. Sinha: It is just like that. Also, because it has good reputation.
Q. member This jib is considered to be quite stressful. Do you think you can manage the stress involved?
Mr. Sinha: I think there is too much talk about stress these days. Sir, would you tell clearly
what you mean by stress?
Q Member: What are your strengths?
Mr. Sinha: Sir, who am I to talk boastfully about my strengths. You should tell me my strengths.
Q Member: What are your weaknesses?
Mr. Sinha: I become angry very fast.
Q Member: Do you want to ask us any questions?
Mr. Sinha: Yes, sir! What are the future chances for one who starts as a Management Trainee?
The member tells Mr. Sinha the typical career path for those starting as management Trainee. The Chairperson thanks Mr. Sinha. Mr. Sinha promptly says in reply,” you are welcome,” and comes out

Questions to Answer
1.Do you find Mr Sinha's responses to various questions effective? Give reasons for your view on each answer given by Mr Sinha.

2.Rewrite the responses that you consider most effective to the above questions in a job interview.

3.Mr Sinha has observed the norm of respectful behavior and polite conversation. But, do you think there is something gone wrong in his case? Account for your general impression of Mr Sinha's performance at the interview.