Mb0039 Business Communication (Mba-Smu)

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Q1. Explain briefly the characteristics of communication.
Ans. Communication is transferred from one to another. There are different types of communication. Internal communication, external communication and people or face to face communication. Internal communication is basically communicate internally for example, our bran working. External communication is we are using or getting help from something for example, we are withdrawing money from ATM. Internal and External communication is overlapping each other. In other words or best thing I can say is internal communication we can't see. Again how our brain works we can't see it. And how ATM works we can't see it. But external communication we need help with something: Fax, Email, telephone would be example of them. People communication or face to face communication is direct communicate with people to people.

Q2. Name the communication channel to which teleconferencing, Email, and telephone belong. Explain teleconferencing. Ans. Teleconferencing means meeting through a telecommunications medium. It is a generic term for linking people between two or more locations by electronics. There are at least six types of teleconferencing: audio, audio graphic, computer, video, business television (BTV), and distance education. The methods used differ in the technology, but common factors contribute to the shared definition of teleconferencing:  * Use a telecommunications channel

* Link people at multiple locations
* Interactive to provide two-way communications
* Dynamic to require users' active participation

Q3. “Informal communication network is not just for idle rumors and may be useful in many ways.” Justify

Ans. According to Imberman (2003), communication is a key to employees’ involvement. Making people involved through the sharing of information creates a strong potential to motivate different aspects of their performance. Upward communication is a process, where employees’ ideas, responses, critiques or plans are shared with their superiors. This type of communication involves listening. Housel and Davis (1977) defined as upward communication the process of transmitting information from the bottom levels to the top levels of an organization. On the other hand, downward communication implies the adequate amount of information passed from managerial levels to the bottom of the organization. Goris et al., (2000) concluded that this type of communication affects job performance and job satisfaction. Word-of-mouth is a communication process which supports information diffusion. Nowadays word-of-mouth lies mostly in technological means which in return multiply the effect in terms of time and value. However, Subramanian (2006) identified the word-of mouth process as a component for both formal and informal communication network of an organization. Kraut et al., (2002) have described thoroughly informal communication and proclaimed it as an integral component of any organization. Informal communication is crucial for coordination to exist, since it depends on four top human’s necessities: (a) the physical proximity, (b) the instinctive need to communicate, (c) the sense of being a member group, and (d) the hierarchy. Moreover, they introduced the use of technology as a mean to overcome barriers in terms of making it more effective

Q4. Explain some of the approaches for handling customer complaints and listening to customers. Ans. No matter how impeccably your business is run, you're going to get complaints. Customers will call you, angered by a mistake you or a member of your team made. And employees will air grievances, feeling management has been unfair to them. How you handle these situations can make or break your company. When the inevitable complaints come, it's natural to get defensive and explain why the person's complaint isn't legitimate--but that never gets you anywhere. Instead, embrace each criticism you get, whether...
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