August / Fall 2011
Master of Business Administration - MBA Semester I
MB0039 – Business Communication - 4 Credits
(Book ID: B1128)
Assignment - Set- 1 (60 Marks)
Note: Each question carries 10 Marks. Answer all the questions.
Q.1 Explain the different types of communication with relevant examples. Ans 1
According to Newman and summer, “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.” It has the following characteristics. * It is Unavoidable
* It is a Two-way Exchange of Information
* It is a Process
* It involves a Sender and a Receiver of Information
* It could be Verbal or Non-verbal
* It is successful when the Receiver Interprets the Meaning in the Same Way as that intended by the Sender Broadly, communication may be divided into two areas – verbal and non-verbal communication. Verbal communication, or communication through words, provides the opportunity for personal contact and two-way flow of information. A large part of our communication, whether at work or outside, is verbal in nature. Verbal communication in turn, may be divided into two areas – oral and written communication. Oral communication may be defined as a process whereby a speaker interacts verbally with one or more listeners, in order to influence the latter’s behavior in some way or the other. Example – The manager of an Operation Theater explains the new infection control protocol to the theater staff. Here the manager may be using visual tools such as posters and photographs to communicate the steps involved in the various processes that are part of the protocol. Example - A sales executive making a pitch to the purchase manager of is explaining the benefits of his company’s product using printed literature and a visual presentation on his laptop. Oral communication in a business context can take the form of meetings, presentations, one-to-one meetings, performance reviews and so on. Written communication is a process whereby a writer interacts verbally with a receiver, in order to influence the latter’s behavior. Example – A manager preparing performance reports on the teams reporting to him, that he will submit to his superiors. Written communication at the workplace can take several forms such as letters, memos, circulars, notices, reports and email. We will examine some of these in more detail in later chapters. Non-verbal communication, on the other hand may be defined as communication without words. It refers to any way of conveying meanings without the use of verbal language. This is also sometimes mistakenly called body language. Actually Body language is one of the five types of non-verbal communication. 1. Body Language – Kinesics
2. Personal Space and distance – Proxemics
3. Meaning attached to Time – Time language
4. Tone of Voice – Paralanguage
5. Physical Environment – Physical Context.
Non-verbal communication is generally unintentional, unlike verbal communication. All of us tend to communicate silently and unknowingly send signals and messages by what we do, apart from what we say. Gestures, facial expressions, posture and the way we dress, are all part of non-verbal communication. More than 75% of our communication is non-verbal which goes to say that Non-verbal communication can have a greater impact than verbal communication. Most often, “how you say something” is sometimes more important than “what you say.” Although non-verbal communication can affect both our personal and business relationships, it is particularly important in the workplace. During a conversation, yawning, looking out of the window, checking email, receiving phone calls, etc, are all signals to the other party that the listener is not interested. For example: When presenting a new idea to the boss, one finds that the boss is snoozing, wakes up suddenly and nods vigorously as if agreeing with what one said, then he starts messaging on his phone, looks out of...
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