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

Ans:
i) Believe the customer:
There is a saying that The customer is the king. Therefore it
is important to take the customers at their word, even though they may not be telling the truth,
Rather than doubt what they are saying. Even if the customers complaint may not be justified, it
is important to make an attempt to solve their problem.

ii) Listen actively:
Make your customers feel that you are showing empathy, or putting yourself in their place. When a customer starts to
complain, it is important to hear out the complaint completely, before responding or offering a solution. Sometimes a
customer may be rude, angry and frustrated, but he/she needs to be handled tactfully. Once he/she has vented his/her
feelings, it would be a good strategy to repeat the problem in an objective manner, to show that you have heard and
understood clearly. Consider the following example of how a sales assistant in a
Medical shop deals with an angry customer: What you are saying is that you entered the shop,
asked for and paid for 20 headache pills. When you got home, you discovered that you had been
Given only 10, is that correct? This is the best way to show the customer that you have listened to and
registered the complaint.

iii) Apologies:
Even if the customer and not the company are at fault, it is always a good idea to apologies to your complaining
customer. From the customers perspective, he/she is right and therefore expects an apology. A sincere apology
will go a long way in calming down an angry customer. A general statement of apology such as We are
sorry for the inconvenience caused to you will be sufficient in such a situation. A written letter of
apology would also be effective in regaining the customers trust and confidence in the company.

iv) Satisfy:


There is a saying that A satisfied customer is the best advertisement for your product. This is
because such a customer will spread positive word-of-mouth publicity about your product to others. Therefore, it is
important to identify your most valuable customers, listen to them and make efforts to retain them, by offering them
special privileges from time to time.

v) Thank:

Even if the customer has launched a complaint, it is important to thank the customer for bringing it to your attention,
so that a solution can be found. A customer complaint should be looked at in a positive way - as an opportunity to solve
a problem that did not exist earlier. In the absence of the complaint, you may not have been aware of the problem in
the first place and this could have damaged the reputation of the organization

6. Explain the different delivery styles that speakers can select for thei rpresentation.

Ans:

i) Speaking impromptu


In this case, the speaker is called upon to say a few wordswithout any warning or advance notice. Since there is little or
no time given for preparation, it issuited for only expert speakers. Impromptu speeches must be brief, simple and
direct, comparedto prepared speeches.
ii) Speaking extemporaneously


This is different from speaking impromptu. While impromptuspeeches are delivered on the spot and not rehearsed,
an extemporaneous speech is prepared andrehearsed in advance. However, the speech is delivered naturally, without
the support of notes orother aids. This is the delivery style used by experienced professionals, who have
sufficientknowledge of the subject to be able to speak without relying on notes.
iii) Memorising the presentation


This is the least appealing style of delivery, as it comesacross as unnatural and monotonous to the audience. Speakers
who memorise and deliverpresentations word for word will also be at a disadvantage if they forget a part of the
speech, asthey will be unable to speak naturally.
iv) Reading from written notes


This involves reading the entire presentation from notes. It isa method used by government or business officials and
may be appropriate when the material tobe presented is highly technical or complex. However, it has some
limitations. First, it gives theimpression that the speech is very long and heavy. Secondly, it prevents the presenter
frommaking eye contact with the audience.
v) Speaking from notes



This is generally the most effective style of delivery. It involves jottingdown the main ideas in point
form on index cards and then referring to these cards merely as a triggerwhile speaking. If the main
ideas are put down briefly on the cards, the speakers can elaborate on theseideas in their own
words and speak for any length of time. The presentation is likely to be more effective,since it
comes across as natural and permits eye contact with the audience







Question 3

Answer

A)
1. Survey
Survey refers to a quick glance through the title page, preface and chapter headings of a text. By surveying, you will be
able to gauge the main ideas of the text. Besides,
the authors name, date, place of publication and title page can give you an idea of the general
subject area. The table of contents, preface or foreword in a book would give you an idea of the themes and how they
are organized. A survey of the index or bibliography tells you immediately whether the book contains what you need.
2. Question
The second step in the SQ3R technique of reading is question. A survey of the text will surely raise a few
questions in your mind regarding the text. Some of the questions could be hand? However, as you go through the
individual chapters, you might have specific questions regarding the topic. This will surely help you to gain some
insights into the text, topic and the author's comments. You will be surprised to see how your questions are answered
in the process of reading and understanding the text. Therefore, don't treat reading as an automatic process. It has to
be conscious and deliberate, with a definite purpose, where you interact with the topic and the author.
3. Reading
After surveying and questioning, you begin the actual reading. You need to develop a critical approach to reading
anything for that matter. Read the text over and over again, each time with a different question and a different purpose
in mind. "I read it once and understand everything" kind of attitude is nothing but a myth. Hence, while reading for the
first time, you must just focus on the main points or ideas and supporting details. Make a note of the important points
that you have read.
4. Recall
Recalling or reciting follows reading level. In this level, the reader recalls or recites the content after reading some
portion of text. This is done by checking and amending notes. This is done because every reading exercise increases
your background knowledge and you must be able to connect the information gained with the existing knowledge.
Thus, recalling whatever you have read enables you to connect and relate the content with the previous and future
learning of the subject. You can recite aloud, silently or by writing down the key points that sums up the major
5. Review
Reviewing is the process of checking whether we have followed the earlier stages promptly and efficiently. Have we surveyed
the book, article or magazine properly? Have we asked the appropriate questions relating to the content? Have we read it
critically and have were called the most significant details or information required for our study? 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




B) Memo

As a memo is a short, informal report, the following points have to be remembered regarding the language and style that is
used:


i) Be concise:
It is important to be brief and focus on the point, so that the memo does not exceed two pages in length. Make the sentences and
paragraphs short, limit each paragraph to five lines or less and use bullet points wherever possible. If you are giving reasons,
number the more put them in separate paragraphs with double line spacing. Otherwise use single line spacing between lines.

ii) Use active not passive voice :

As mentioned earlier, use of personal pronouns and active voice is permitted in a memo, unlike a formal report where the
passive voice must be used for the sake of objectivity. In other words, it is appropriate to say for example that
Based on myexperience,I feel that the budget is not adequate.

iii) Use simple language:
In earlier units, the importance of using simple English was emphasized. It is a good practice to use short and simple words. At
the same time avoid trying to impress the reader by using unnecessary jargon.

iv) Avoid giving too many reasons:
Although, it is important to provide a justification when you make a request or try to persuade someone to do something, do not
overdo it. In general, a reader can only absorb a maximum of six or seven reasons at once. Therefore, do not over state your
reasons.

v) Close with a call for action:
Do not leave the reader hanging. If you wish to persuade the reader to accept your request or recommendation, you must say it
clearly using action words and indicating a time frame or limit. For example, I would like to discuss this in
person with you and get your approval before the end of this week.
Therefore, while writing business memos it is important to have clarity in writing, use short and simple words, use positive
language, keep paragraphs unified and coherent, have one idea in one paragraph and use right ton

Question 1.

Barriers to effective communication:

1.Organisational barriers: in the communication network of any organization there is lot of restrictive
enivironments.when the message moves through transmission channel it may ge distorted.the following are the


organizational barriers:
Policies
Status and Postion
Complex organization
Semantic barriers Badly Expressed message
Prejudice
Disbelief
Time Factor

Psychological Bariers: The psychology of the employees in an organization is relating to security of the job, dignity,
peace of mind etc. the following are the Psychological Barriers inhibiting communication

Suspicion
Inattention
Premature Evaluation
Failure to communication
Deceptive Tactics

Other Barriers:
Knowledge Divine
Resistance to change
Perception
Closed minds
Fear
Space and time

Overcome to barriers of communication:

Successful communications require meticulous planning in designing the message. Bovee has given certain guidelines after
analyzing the problems faced by leading organization.These Guidelines are

1. Adoption of Audience centered approach:
Understanding the composition of audience,in terms of age,sex,status will enable the sender to compose the message
in way it can be clearly understood by the receiver.

2. Develop Open Communication Enivornement:
A well developed communication system that ensures the flow of Information in right time to those who are vested
with power to decide is basic requirement in developing open communication system

3. Commit Ethical Communication:
Plagiarism
Selective Misquoting
Misrepresenting numbers
Distorting visuals

4.Construct Lean and Efficient message




Question 2
Explain the different types of verbal communication:

Answer:
Communication by using language is called verbal communication. It is sub-divided into two :
(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. For 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


Disadvantages:
Written communication is slow and time consuming
There is no immediate feedback
Written communication needs stationary and many equipment
Written communication is formal. It is only for literate people.

(c) Communication through listening and 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.
Q5. What are some of the consequences of spelling and punctuation errors, redundancies, clichs
and misuse of words?
Answer :
Poor grammar, regardless of the context in which its used, can have a negative impact on the person
who uses it. This can be particularly true of a business that allows poor grammar into its daily
operations. A business that uses poor grammar when communicating with employees, customers and
clients runs the risk of putting itself in an unprofessional light. For this reason, it is essential that your
business communications both externally and internally follow the rules of proper grammar.
COMMON WRITING PROBLEMS
Mastering all the available techniques will take time. Excellence in writing, like excellence at any pursuit,
Takes practice and application. But once you learn to gather your research materials, structure your
Writing, and use all the literary tools efficiently and properly, you are well on your way.
Every award-winning writer whose material appears in this book has gone through the learning process.
Each has learned from his or her errors and gone on to write better features. Some writers don't. The
key is one of commitment. If you are serious about writing, don't let mental and literary lapses get you
down. By all means, avoid them whenever possible. But if a mistake slips through, don't ignore it. Learn
from it. Despite repeated attempts at developing good write-ups, there are numerous problems, which
mar the writing capabilities of the writers ultimately causing annoyance among the readers. Generally
speaking, these are:
1. Eliminate unnecessary words
Most writers agree that it's easier and quicker for them to write long than it is to write short. But tight
Copy consumes fewer column inches, and it's punchier and more interesting to read. So stop before you
Write. Ask yourself what your article is about. Ask yourself what you want to say. When the answer to
These two questions is firmly in mind, it's easier to stay on track.
2. Eliminate clichs
Most people often think and talk in clichs and stereotypes. Clichs are a kind of mental and oral
Short hand, allowing you to create quick images without having to work at it. But don't let the clichs go
From thought to paper. "Needle in a hay stack. Busy as a bee. Straight as an arrow. Throw caution to the
Winds" if it sounds too familiar to you, strike it from your copy

3. Don't overuse adjectives and adverbs
As juicy as they might be, adjectives and adverbs slow the pace of reading. And if you've chosen your
Noun or verb precisely, an adjective or adverb may weaken the impact. Look at every sentence you
write.
Check the adjectives. Are they necessary? What about the adverbs? Can you get along without them? If
They seem important to the sense of the sentence, leave them. If they seem superfluous, strike them

4. Don't use too many big words
Every writer likes to show off. If you know words like propinquities or sesquipedalian, you're tempted to
Drop them into the copy to demonstrate how erudite you are. Don't. If the word is too big or too
unusual, it will stop readers in their tracks. And if the reader has to go the dictionary just to see what
you mean, youve defeated your purpose--to keep the reader moving smoothly through the copy.

5. Don't misuse words
On the other hand, you, as the writer, should stop and use a dictionary. Use it often. Misuse of words is
One of the more common writing errors. You think words mean one thing when the dictionary will tell
You clearly that they mean something else. The most flagrant misuses occur with similar-sounding
Constructions such as lie/lay, sit/set, and affect/effect, compose/comprise and imply/infer. You would
be wise to brush up on the proper meanings of all five of these potential disasters. For example, imply
means to insinuate. "Are you implying that I'm a linguistic dolt?" Infer, often used incorrectly as a
synonym for simply, actually means to deduce. "Do I infer that you think I'm a linguistic dolt?"
The two words are used interchangeably by the uneducated, but they are not interchangeable. If you
use such words incorrectly and the error gets into print, somewhere out there among your readers a
number of linguistic purists will catch the error and will sneer at you. Cut the sneers to a minimum

6. Don't be a careless speller
While you're looking in the dictionary, check for proper spellings. Some writers are good spellers,
Through years of practice and experience, but every writer have blind spots. Misspelled words are
among the most visible of errors, and they always make you look bad. If you are a poor speller, wear out
a dictionary per year if you have to. Check and double-check words you chronically misspell until you
Work your way past the mental block. And don't just look up difficult words like accommodate,
Boutonniere, connoisseur, eleemosynary and tonsillitis. Sometimes simple words will throw you.
Gray/grey, for example. Even though you may see it spelled "grey" in print, it's wrong. "Gray" is the
American spelling. "Grey" is British. Take the first dictionary preference if two are listed. Nor can you
Always depend on those handy spelling aids you learned as a child, such as "i before e, except after c."
The memory guide may work most of the time, but there are notable exceptions. "Society," for one.
"Weird, ""seize," "inveigle," "leisure," for others. If you aren't sure about a word, check the dictionary.
In time, the correct forms will stay in your memory

7. Avoid jargon
Stay away from phrases that crop up within various professions and make sense only to people, who
work in those professions. You've heard police officers on local television using terms such as
"apprehend the perpetrator." That's fine for an officer filling out an arrest report. You're better off,
though, saying "arrest the suspect." All fields of activity have their own jargon: Scholarly researchers use
terms like "manipulated orientation" and "usual viewing mode" and "experimental protocols"; yacht
lovers use"bowsprit" and "semi-circular deviation" and "gunk hole"; writers toss around terms like "graf'
and "leadblock" and "double-truck."Don't make your readers work overtime to understand. Of course if
you're writing for a specialized audience and a specialized market you'll sound naive if you don't use the
specialized jargon they expect.Just make sure you use it correctly

7. Avoid jargon
Stay away from phrases that crop up within various professions and make sense only to people, who
work in those professions. You've heard police officers on local television using terms such as
"apprehend the perpetrator." That's fine for an officer filling out an arrest report. You're better off,
though, saying "arrest the suspect." All fields of activity have their own jargon: Scholarly researchers use
terms like "manipulated orientation" and "usual viewing mode" and "experimental protocols"; yacht
lovers use "bowsprit" and "semi-circular deviation" and "gunk hole"; writers toss around terms like
"graf' and "lead block" and "double-truck."Don't make your readers work overtime to understand. Of
course if you're writing for a specialized Audience and a specialized market you'll sound naive if you
don't use the specialized jargon they expect.Just make sure you use it correctly.
8. Don't use sexist language
Many readers are offended by sexist terms like businessman, newsman, sportsmanship, mankind,
Founding fathers, maiden voyage and Lady Luck. They would prefer business executive, reporter,
fairplay, humankind, forebears, first voyage and just plain luck.Of course, you can go a little crazy and
end up with clumsy writing trying to deseed every single word you put to paper, so use common sense.
Don't change "manipulate" to "personipulate." Half the battle is being aware that words can offend. The
best way to check a term for pejorative content is to ask yourself whether you would use the same term
for the opposite sex and whether you would want it said about you.
9. Don't mind-read
When writing about people and using the occasional paraphrase to season your direct quotes, there's a
tendency to drift into word constructions such as "The mayor feels that big business is wrecking the
economy. Don't. It's better to say, "The mayor says big business is wrecking the economy." The same
advice holds for describing emotions. Don't say, "The senator was angry. Tell us "The senator shook his
fist at the audience and demanded silence." We'll get the idea. Mind reading is for clairvoyants and has
no place in the professional job of reporting.
10. Avoid partial quotes
Interview techniques take practice, and many beginning writers have difficulty "getting the entire
quote,"
so they write happily along and "quote only as much" as they are certain, that is correct in their notes.
But
"partial quotes" are obtrusive and harder "on the reader" than full quotes, as you will naturally have
noticed in these two sentences. If you have only a piece of a quote that seems important to you, ask
your
source to repeat it until you get it all. With practice and experience, you'll eventually learn to jot down
quotes more quickly and fully

11. Avoid redundancies
Like clichs, some redundancies slip into the language and appear to grow roots. You see them so often
that you begin to use them without thinking. You write "close proximity" and "assemble together" and
"true facts" without considering the improper waste of words. You describe something as "plain and
simple" or "right and proper" or "reasonable and fair," adding unnecessary verbiage. If you're a
freelance
writer getting paid by the word, this is not the way to increase your word coun

12. Don't switch tenses
Some apprentice writers have difficulty choosing tenses. Attributions hop back and forth from present
tense to past tense:
Murtaza says government waste must stop. He said, "It has become rampant."
Which is it to be? "Says"? "Said"? Pick one and stick with it. Check to see if you have placed your
subject in space and time. If you have, past tense is better. "Murtaza, testifying at a special session last
Tuesday, said But if your speaker is floating, pinned neither to a specific location nor a specific time,
present tense is often best. "Murtaza, a supporter of free trade, says whichever you choose, use I
throughout your story. Consistency is the hallmark of a good writer

13. Don't allow inconsistencies in style
A good writer also uses a consistent pattern in punctuation, spelling and other language basics. To help
you maintain consistency, use a good stylebook. Many newspapers and magazines have their own style
and consistency rules.
If you work for a single publication, learn the proper style and use it. If you are a freelancer writing for
several publications, you might decide to make it easier on yourself by using the Associated Press
stylebook. Most editors are acquainted with the wire-service stylebook and will at least recognise that
you've tried to regulate consistency in your writing.
The main purpose of any set of style rules is to help you reach a level of uniformity. Editors will
appreciate your copy more if you show consistency with spellings, punctuation, numerals,
capitalisations,
abbreviations and so on. They prefer their own style, of course. Just remember that style is basically only
a matter of preference. It varies from publication to publication. The clever writer will pick up on style
preference and give each publication the style it likes

14. Avoid common grammatical mistakes
Good grammar is a sign of an educated person. If you want to sound like a clod, save it for informal
chatting with your friends and family. Don't inflict sloppy grammar on editors or on readers. There are,
unfortunately, hundreds of rules and principles governing proper grammar and usage, far too many for
easy memorisation. Most people who commit grammatical gaffes do so without even realizing it. But
ignorance is no excuse. Like someone sitting at a dinner table eating peas with a spoon and mashed
potatoes with a knife, you'll still look bad. Until you become more conversant with the mechanical
details
of good writing, the only salvation is to buy a good grammar handbook--something simple like Strunk
and White's The Element of Style, or something more complex like Penn's Reference Handbook of
Grammar and Usage or any of the other detailed handbook and refer to it frequently. Even after you
reach a good working relationship with the basic rules of grammar, it's a good idea to go back and
review
the rules every two or three years. Even good writers tend to forget the principles and need occasional
tune-ups.
In the meantime, check your current awareness by looking at the following four examples, dealing with
nominative versus objective pronouns, dangling participles, noun/verb/pronoun agreement and split
infinitives. If you don't quickly recognise the all-too-prevalent error in each, you may be in trouble

15. Don't misuse ellipses
One of the quickest ways to irritate an editor or a copy desk is to use ellipses (those three dots... that
separate copy) incorrectly. The ellipsis is a favourite device of the beginning writer, although no one has
ever figured out why. Sometimes beginners use two dots, sometimes a half-dozen, but innovation in
punctuation is frowned upon. If you want to appear professional, make sure you use ellipses only when
necessary and only correctly. There are three proper uses for the ellipsis. One is formal: to indicate an
omission from quoted or cited material. The other two purposes are dramatic. Use ellipses to denote
pauses ("We could get the money, but it would be ... wrong"), or to suggest a sentence that trails off,
without being completed ("Frankly, my dear, I don't give a......)

16. Avoid exclamation points
Unless you're writing for a market that likes exclamation points (like James Lake's adventure magazines
for men), you might as well put a piece of tape over that particular word processor key and never use it
again. Frequent use of the exclamation point will mark you as the greenest of amateurs. You can't punch
up a dull piece of copy by applying the to it. Once you learn to get along without the exclamation point,
you can remove the tape and put it back into your writing repertoire for the infrequent occasion for
which
it will be handy

17. Don't mistreat quotation marks
Another piece of standard punctuation that gives many writers fits is the simple quotation mark. It
shouldn't be a problem. The rules are hard and fast. But the errors crop up anyway. Here's a rule worth
remembering: For American publications, periods and commas that run adjacent to the quote mark go
inside the quote.
Questions marks, colons and semicolons may be inside or outside, depending on the sense of the
sentence
and whether they are part of the quotation. If you're writing features and magazine articles, you'll be
using lots of quotes, so you may as well turn to some handy guide and learn all the rules now

18. Use common comma sense
Some punctuation rules are definite--quotation marks, question marks, periods, ellipses, semicolons and
colons. Other punctuation rules can be moderately soft, depending on the style rules used by your
target
publication. Hyphen rules fall in this category. So do some comma rules. The main thing about commas
is
to use them sensibly. Will you put a common before the "and" in a series or not? Formal English says
yes. General English says it's optional, unless you're following a specific style guide, such as AP style,
which says no. All comma rules aren't that soft. If you aren't sure, check your nearest style or grammar
handbook