SHILPI KAUNTIA

ID NO- PGDIBF/906/13
ASSIGNMENTS FOR MODULE VI
PART I
SECTION ONE
Questions 10 X Marks 3 = 30 Marks
ANSWER IN FOUR OR FIVE LINES ONLY
Q1. Define in your own words what is correspondence and its basic objective?
Exchange of ideas, opinions, views and sentiments between one and another indiv
idual, organization in specified context is known as correspondence. The objecti
ve of correspondence is to communicate in writing any matter related to a busine
ss enquiry, placing an order, inviting business, informing clients about new fin
ancial products introduced by the bank, letter informing inability to sanction a
facility requested by the client, replying to complaints received regarding ATM
Card lost, ATM Machines not functioning or misuse of ATM Cards etc. As an execu
tive of a financial organisation (Bank) one has to be very careful in choosing t
he language, words and tone of the correspondence as the issues are usually sens
itive in nature and have to be handled with care and responsibility.
Q2. As an officer of a bank address a letter to your zonal head requesting leave
for 5 days. (For any reason)

Date: 15/12/2013
Zonal Head
ABC Bank
Sir,
Sub: Sick Leave for 5 days.
I am suffering from high fever since last two days and advised rest by the famil
y doctor for atleast 5 days. I therefore request you to kindly grant me casual l
eave for 5 days and oblige.
Thanking you
Yours faithfully,
Shilpi Kauntia
Q3. What are the main punctuations and how are they used?
We use punctuation to indicate pauses. No one can speak breathlessly, without pa
using. When we speak, we pause just for a moment, and we use tone of voice and s
tress to indicate the exact meaning of our words. In writing, we use punctuation
marks to give more meaning to our words. The full stops, comma, colon, semicolo
n, question mark and apostrophe are the most commonly used punctuations. Inverte
d commas are rarely used in business letters. The exclamation mark is not used i
n business letters, and is not discussed here. The correct use of capital letter
s is very important.
Q4. Mention at least five Dos and Donts while appearing for an interview.
Dos and Donts while appearing for an interview is:
Dos
1) The candidate from his side is eager to find out his remuneration packages, t
he position he will be offered, the place of his posting and chances of career b
uilding and future prospects.
2) One has to dress in the conventional style
3) Know the location and exact time of the interview.
4) Arrive 10-15 mins early before the schedule time.
5) Ask permission to enter interview room and greet him with a smile.
6) Wear a decent formal pant and a light color shirt.
Donts
1) The candidate should not be too eager to extract the information he wants par
ticularly about his salary and other details.
2) One should not be overdressed.
3) Never wear Jeans, T-shirts, sports shoes or sandals to the interview.
4) One should avoid wearing dark black or other dark coloured trousers.
5) Do not chew the gum during the interview.
Q5. Describe the proforma of Annual General Meeting notice issued by a company.
ANNUAL GENERAL MEETING
XYZ ISLAMIC BANK LTD.
NOTICE
Notice is hereby given that the Tenth Annual General Meeting of the Bank will be
held at Firdaus Hall, Welltodo Road, Heman City..... on Monday the 29th Decembe
r, 2005 at 10.00 a.m. to transact the following business.
1. To receive, consider and adopt the audited profit and loss account for year e
nded 31st March, 2005 and the Balance Sheet on that date with the Directors Repo
rt and the Auditors Report thereon.
2. To appoint a Director in place of Mr. A who retires by rotation and being eli
gible offers himself for re election
3. To declare a dividend for the financial year ended 31st March, 2005
4. To appoint Auditors and fix their remuneration.
Notes (Forming part of the Notices)
i. A member entitled to attend and vote at the above meeting is entitled to appo
int a proxy to attend vote on his / her behalf, a proxy need not be a member of
the company. Proxy forms in order to be effective must be received at the Regist
ered Office of the company not later than 48 hours before commencement of the me
eting.
ii. Register of Members and transfer books....
iii. Copies of Annual Report
iv. Notify change of address
v. Dividend Payment
vi. Tax exception
BY ORDER OF THE BOARD
Annexure -1 Directors Report
Annexure - II Auditors Report
Annexure - III Balance Sheet

Q6. Mention at least ten words of the below category - antonyms (opposites) e.g.
Rear Front.
1. Abolish - establish
* 2. big-little
* 3. cheap-expensive
* 4 clean-dirty
* 5. deep-shallow
* 6. easy-difficult
* 7. far-near
* 8. fast-slow
* 9. fat-thin
* 10. full-empty
Q7. Draft your Curriculum Vitae for the post of an Officer in universal Islamic Ba
nk.
RESUME
Name:
MOHSIN IBRAHIM
Email:
mohsin_ib7@yahoo.com
Website:
www.ibrahimm.com

OBJECTIVE
To achieve a dynamic position in an Islamic Bank that offers me to learn and rea
p higher reward of success and can utilize my analytical/tactical skill?s to enh
ance competence of an organization and my self.

RELEVANT SKILLS
?Diploma in Islamic Banking and Insurance from London Institute of Islamic Banking and
Insurance
?Business professional with over 9 years? experience in the banking/financial industry
?Excellent analytical, leadership, communication, conflict resolution and group dynamic
s skills
?Skills / Knowledge in the Business and Banking industry
?Advanced knowledge of Microsoft Office and other computer applications
?Exceptional problem-solver and decision maker with diverse experienceof various multi
ational markets

PROFESSIONAL EDUCATION
* Diploma in Islamic Banking and Insurance,2
The Institute of Islamic Banking and Insurance, London, United Kingdom.

* Master of Science in Management Information Systems,2002
University Of Houston ? Clear Lake (UHCL), Texas, USA

* Bachelor of Science in Business Administration, 1996

Eastern Connecticut State University, Connecticut, USA

PROFESSIONAL COURSES
* Leadership & Team Building2009
* Credit Appraisal Techniques 2009
* Risk Management and Basel II2008
* Sarbanes Oxley Workshop (SOX)2006
PROFESSIONAL EXPERIENCE

Credit Assurance Manager

Sharjah Islamic Bank, Sharjah, UAE
* Mitigation and Quality Assurance of all Credit Risk functions within the Retai
l Division.
* Review and conduct periodic assurance tests of branches and RCD to ensure that
all credit Risk Functions are at adequate risk levels and meet the Credit Param
eters ensuing Sharia Compliance.
?Responsible for generation of all business, credit and collection MIS to ensure cont
on delinquency and credit losses. Design MIS reports for higher management demon
strating the portfolio behaviour.
?Responsible for the set up of Credit Monitoring Policies and procedures.
* Ensuring compliance with the statutory requirements laid down under different
acts governing banking regulations including Basel II, etc.
* Actively participating in assessing the non performing assets for the product
based on monthly reporting.
* Monitoring Overall Business Risk
o New Market and Product Launches : Review and sign off on product launches to en
sure regulatory and procedural compliance.
o Perform risk analysis of new initiatives and confirm adherence to regulations.
o Ensure proper procedures and automation are in place and all known risk issues
have been mitigated.
o Coordinate with relevant risk and business committees prior to launch.
o Conduct process overview of country business and identify areas that need stre
ngthening and greater control.
?To constantly review and update the Retail Credit ? Islamic Financing Policy manual
oordination with direct report to remain abreast with dynamic market conditions.
* Handle and assist the Direct Report in other assigned functions from time to t
ime

Financial / Business Analyst - Technology and Operation Finance Division

Bank of Montreal, Canada
* Responsible for Business/Financial Analysis of projects (RFI, RFQ, and RFP) fo
r the enterprise infrastructure networking division.
* Work on business/feasibility analysis for projects ranging from CAD $100K ? CA
D$100 Million
* Compile and negotiate financial/billing contracts and verify for compliance, g
overnance, and risks within the framework of bank policies.
* Evaluate vendors/bidders for best possible business / financial solution.
* Attend project meetings representing finance department.
* Help collect budget requirements from managers and forecast/track yearly budge
ts and expenditure for our department (Yearly expenditure of CAD$ 80 Million)
* Responsible for Capital budget expenditure and NIX related to them (Yearly Cap
ital of CAD$ 8-12 Million).
* Play an active role in the annual budget process
* Prepare financial reports for cost centre managers and management teams within
designated departments (e.g., monthly and quarterly reports as well as reports
required during the budget process)
* help perform ad hoc financial analysis
* Responsible for maintaining and updating Business Contingency Plan on a quarte
rly and yearly basis.
* Participate in the continuous improvement of financial & operational processes
within the division

Analyst Special Projects (Mutual Funds)

Unisen, Canada
* Examine daily Money Market reports for Mutual Fund clients.
* Analyze & research daily reports for pending trades, errors and wrongly posted
transactions
* Create monthly & semi-annually Management Fee Rebate report for different clie
nts
* Research special projects
* Provide support to general processors for processing & quality control during
RRSP season

Manager
Cidra Financial, Inc. DBA AIM Insurance of Texas (Houston, USA)
?Handled daily operations
?Made quotes, issued and bond auto, home and commercial policies through different un
riters
?Followed up on renewals and processed claims
?Worked within the management reporting group and liaised with Finance, IT, Marketing
Business Management Units to complete projects, gathered information, and resol
ved issues
?Developed and implemented information based strategies to support Marketing and Anal
programs
?Developed project proposals and plans to determine timing, funding limitations, proc
es for completing projestct, affing requirements, and allocation of resources to
various phases of the project

Supervisor
Union National Bank (Dubai, United Arab Emirates)
* Assisted in performing analysis of financial statements of corporate clients i
n the Textile, Manufacturing, Computers, Electronics and Service industries with
a view to minimize risk of exposure
* Analyzed, proposed & processed credit facilities for commercial clients for re
volving credit, Letter of Credit, Bills Discounting & Bank Guarantees
* Analyzed, proposed and processed applications for loans and other credit facil
ities for high-net worth individuals
* Independently managed branch operations of 7-10 employees
* Opened personal, company & term deposit accounts and placed foreign currency w
ith treasury division
* Proposed and processed Salary loans & Small Business loans.
* Worked with the lawyers and delinquent customers for the recovery of overdue i
ndividual and corporate accounts.

Manager
Tuesday Morning Inc. (Connecticut, USA)
* Responsible for daily store operations
* Responsible for inventory control, customer service & merchandise display.
* Advertising Proofing Manager for the state of Connecticut.

Peer Consultant
Eastern Connecticut State University (ECSU) Business Dept. (Connecticut, USA)
* Consulted Business Majors (seniors) for Business Plans, requiring knowledge of
accounting, finance, marketing, management, operations management, and human re
source management.
* Analyzed business plans and made recommendations for improvement
* Recommended sources of research for competitive industry analysis
* Attended presentations and interviewed students based on real life basis scena
rios

COMPUTER LITERACY
?Advanced knowledge of Microsoft Excel (Pivot tables, Macros, etc.) and Word.
?Applications:MS Windows 98, 2000, XP, MS Publisher, Visible Analyst, Adobe PhotoSho
ess, Power Point, Outlook, MS Project and Front Page 2000, etc.
?Skills:Small Business Network Setup, PC Diagnosis & Troubleshooting,

INTERESTS
* Analyze small/medium size businesses and recommend improvement/development str
ategies for different aspects of the business, especially management, marketing,
and operational efficiencies.
* Research in Islamic Banking and Finance
* Reading business and marketing articles in regard to global industry.
Q8. What is media? Name a few important media of communication.
A medium (plural: media or mediums) is a device or instrument by which a message
, oral or written, can be transmitted from the sender to the receiver. Some medi
a carry written and/or pictures/ graphics (like the mail) and other media carry
the voice and sounds (like the telephone). There are many media to choose from.
Each medium has its own characteristics that are advantageous in one situation b
ut disadvantageous in another situation. Each medium makes a different kind of i
mpression and impact on the receiver. Types of media are as under:
1. Conventional Media - Mail, Courier, Hand Delivery,
2. Electronic Media Telephone, Cellular Phone, Voice Mail, Fax, E-mail, Internet

3. Mass Communication - Notice Boards, Posters, Hoardings and Bill boards, Newsp
apers and Magazines, Radio
4. Television

Q9. Sitting before the Interview Board one has to be very careful about a few ch
aracteristics. What are they?
convey sincerity and conviction
be confident, relaxed and energetic
talk in a friendly way
have proper eye-contract
Use gestures to emphasise, and clarify. The gestures should be spontaneous and b
e seen.
have a conversational tone. This creates a sense of communication
Modulate the voice; use emphasis and variation in tone. Stretch and stress impor
tant words
Have a voice that is energetic; you should articulate distinctly, with good pron
unciation.
Speak at moderate speed; you should not utter too many words in one breath, with
out a pause
Pause before and after important ideas
Change facial expressions
Avoid mannerisms - visible mannerism and/or audible mannerisms.

Q10. What should a good business letter communicate?
A business letter should have the following ingredients to make it effective and
appreciable.
Language of Business Writing: The language of a letter must be simple and easy t
o read and understand. In today's fast moving world we cannot afford to waste ei
ther our own time, or that of the reader. Our letters must begin with the purpos
e of the letter. The language acceptable today, is simple, everyday English.
Some routine phrases like 'You are advised as hereunder', 'We are in receipt of
your cheque', 'We wish to inform you that', 'I thank you for the same', 'Please
get in touch with us' are now out dated. It is always more friendly to use the a
ctive voice, rather than the passive voice.
Punctuation - We use punctuation to indicate pauses. No one can speak breathless
ly, without pausing. When we speak, we pause just for a moment, and we use tone
of voice and stress to indicate the exact meaning of our words. In writing, we u
se punctuation marks to give more meaning to our words. The full stops, comma, c
olon, semicolon, question mark and apostrophe are the most commonly used punctua
tions. Inverted commas are rarely used in business letters the exclamation mark
is not used in business letters, and is not discussed here. The correct use of c
apital letters is very important.
Full Stop (.) - It is used to end a sentence, or after a short form of words lik
e Co. or Ltd. The full stop after short forms is omitted in modern writing. The
full stop is not used after each letter when words are made by using the first l
etter of each word, for example: UNO or GATT.
Comma (,) - There are many uses of the comma:
1. It separates words written in a series, like 'We require tables, chairs, fans
, lights and cupboards for the room.
2. In a letter, it is written after the salutation (Sir,) and the complimentary
close (Yours faithfully,), except in the full block form of layout.
3. When writing a date in a sentence, the comma is written before and after the
year, as: 'On 19 September, 1988, the bank completes 100 years of service to the
public'.
4. Phrases, clauses or words that tell you more about a verb or a noun may take
a comma. For example:
i. He worked with all sincerity, to achieve his aim.
ii. The house with the red roof stood on the hill.
iii. I warned him not to leave. However, he did not listen to me. In modern w
riting, commas are rarely used. They are used, today, only when the sentence wou
ld not convey the exact meaning without them.
Semicolon (;) - A semicolon indicates a pause which is longer than a comma, but
shorter than a full stop. A sentence may be complete, and could stand by itself;
but you may wish to continue it. In this case, the continuing part generally be
gins with a conjunction like but, however, because. For example, your letters mu
st be concise; however, it should be easily understood.
Apostrophe ( ) - It is used only in two cases; when indicating possession and in
contraction of words.
When writing business letters, we do not use such contractions. They are informa
l, and are, therefore, not suitable for the tone of dignity and formality. Posse
ssives are generally used only for living beings. We can say a main's leg, but w
e do not say 'a table's leg', or 'a book's page'. When the noun is already in th
e plural, by adding an s, the apostrophe is written after the s, as managers'.
The possessive of nouns which do not have s is written as women's. The only exce
ption to the rule of possessives with s is 'its'. In this case, the word its wit
h the apostrophe denotes 'it is1, and is not a possessive. Possessive pronouns n
ever take an apostrophe. The words are mine, yours, his, hers, ours and theirs.
The only exception to this rule is one's which does take an apostrophe. The need
for apostrophe is also used as: two months' vacation, or 10 days' leave or thre
e months' notice. The plural of numbers written in figures needs an apostrophe a
s in: 'Please give me a bundle of of 10s'.
Common Mistake: Most persons add an apostrophe after everys like (girls-plural) (b
oys-plural) etc.
Question mark (?) - The question mark is used after a question. It is rarely nee
ded in a business letter. The only questions used in a business letter are those
which seek information, and those which are actually requests, like 'could you
send us the documents within this week?' or 'would you please collect your passb
ook tomorrow?'
Capitals - Capital letters are also called 'Upper Cases' letters. They are used:
1. At the beginning of a sentence, after a full stop
STRUCTURE: The structure of a letter is actually its body form. Just like the bo
dy has its parts a letter has its structure well made out from top to bottom and
from left to right. Obviously, all business letters are written on the company
letter head which has a permanent logo known as the corporate logo. In case ther
e is no letter head then there should be a heading at the top, followed by date
entered at the right or left side, inside address, salutation, body of the text,
complements to close and typed signature (name, designation) in brackets. Earli
er letter in reference, specific attention of subject or regarding, list of encl
osures etc. all form part of the letter
SECTION TWO
Questions 10 X Marks 3 = 30 Marks
ANSWER IN FOUR OR FIVE LINES ONLY
Q1. Mention the basic characteristics of a good business letter.
To be effective and appreciable a letter should have a few well defined charact
eristics.
(a) Communicative, cordial / courteous and warm.
(b) Precise, specific and positive
(c) Direct avoiding round about mentions. Elaboration:
Any business letter written should imagine the response of the person who will r
eceive the letter and anticipate the probable response. Keeping this in mind the
letter should communicate the message in an effective manner. It should be cord
ial in the sense it should not be provocative even under demanding circumstances
. Restraint is the watch word while replying to provocative letters in the overa
ll interest of the organisation. Courtesy and warmth can be felt in a good commu
nication and this goes a long way in building excellent business relations. The
letter should be precise and specific unlike a personal letter which usually sta
rts with "I am fine and hope the same from you", A business letter should be spe
cific precise and positive. The contents should be direct and avoid making round
about mentions forcing the reader to think of alternative meanings and contents
.
Q 2. As the Manager of a leading Islamic Bank write separately following letters
;
a. Letter to your Chairman and Managing Director inviting him to the
Inauguration of your new branch in city.
To,
The Chairman
Universal Bank
New Delhi
India
29/12/2013
Sub: Invitation for the opening of new branch in the city
Dear Sir,
We are pleased to announce the opening of our new branch at ____________ (Place
Name) in view of the increasing demand of our customers and to deliver prompt an
d speedy service to all our patrons. We thank you for your continued support and
business and look forward to your patronage in the future also. You are cordial
ly invited to the inaugural ceremony on ____________ (Date) at (Time) with famil
y and friends. The staff and management of Diamond Books forever endeavor to ser
ve you better.
With Best Compliments,
Yours faithfully,
(Your Name)
b. Write to your valued customer inviting her to the launch of banks new Car Fi
nance scheme under Morabaha giving brief details of the scheme.
Sub: Invitation for the launch of new car finance scheme under Murabaha.
Universal Bank
New Delhi
India
Ref No: unb/67/89 29/12/2013
Dear Sir,
We are immensely pleased to introduce our new car Finance scheme - "Rahath". Thi
s term investment is fully Shariah compliant under Morabaha. The Murabaha progra
m is an Islamic car finance program which was developed under the supervision of
the Sharia Authority, an authority comprised of highly competent scholars from
Al Azhar.
The Murabaha has numerous sub-programs, which meet the needs of all categories,
with competitive investment rates and the highest finance rate of the Murabaha c
ontract being up to 100% of the cars value. Additionally, the bank offers an exce
llent package of payment schemes with the longest payment period being up to 7 y
ears.
The bank has 33 Islamic branches which have been in operation since 1980 and are
located in various areas across India. All are connected through a unified IT n
etwork. The transactions and operations are supervised by the Sharia Authority.
XYZ Bank is always keen to meet the needs of its customers by offering a compreh
ensive package of products and value added services
With Best Compliments,
Yours faithfully,
Sd/-XYM Manager - Public Relations
Q3. What is a body corporate? Describe the main items of the agenda of Annual Ge
neral Meeting of a company.
A public or private limited company is known as a body corporate because it is i
ncorporated under the Indian Companies Act. Around the world companies have a di
strict legal identity of structure which is known as corporate, MNC or Multinati
onal Companies, now under globalisation have started setting up their branches f
ranchises all around the world thus an executive in any sector must have the bas
ic idea of corporate correspondence.
The main items of corporate correspondence are issuance of notices for the Annua
l General Body Meeting or Extra-ordinary General Body Meeting. The notice must c
ontain the agenda which is the official test of items of business to be transact
ed at the meeting.
Every agenda has confirmation of the minutes of the previous meeting as the firs
t item and any other matter with the permission of the Chairman as the last item
. If there is any matter left over from the preceding meeting for enquiry and re
port it usually appears as the second item of the agenda.
Q4. How does the language of a business letter differ from a personal letter?
Business letter language should be easy and simple. Personal letter language may
easy, poetic, emotional etc. A business letter should be specific precise and p
ositive. The contents should be direct and avoid making round about mentions for
cing the reader to think of alternative meanings and contents unlike a personal
letter which usually starts with "I am fine and hope the same from you".
Q5. What are minutes? Name a few important details to be mentioned in minutes. D
raft the minutes of last Board Meeting.
Minutes are the official record of the business transacted at a meeting. Keeping
minutes of the meetings of certain organs of public limited companies is a lega
l requirement but even voluntary organisations find it helpful to record minutes
of every meeting. Minutes act as an aid to memory and provide a basis for deci
sion and action. In fact a run-through of the minutes of a unit or organisation
can give a fairly good idea to the reader of how it has been conducting itself.
The minutes of every meeting are approved by the members at the next meeting and
signed by both the secretary and the chairman, they are considered very importa
nt records and preserved carefully. It is customary to give the following detail
s in the minutes:
Name of the organisation/unit
Day, date time and venue of the meeting
Names of the chairman and the secretary
Names of members present
Names of members absent
Names of persons who attended the meeting by special invitation, if any
Record of transactions, item-wise
Signature of the secretary and the chairman
MINUTES FROM ANNUAL GENERAL MEETING
PETROLEUM GEO-SERVICES ASA

On Wednesday June 8, 2005 the Annual General Meeting was held at the Companys off
ices at Lysaker.

From the Board, the following directors were present:

Chairman of the Board Jens Ulltveit-Moe, Keith Nicholas Henry, Francis Robert Gu
gen (also Chairperson of the Audit Committee), Rolf Erik Rolfsen, Clare Mary Joa
n Spottiswoode, Harald Norvik and Anthony Tripodo.

From the Administration, the following persons were present:

President and CEO Svein Rennemo, Senior Vice President and CFO Gottfred Langseth
and General Counsel Erlend Bakken.

The General Meeting was chaired by the Chairman of the Board Jens Ulltveit-Moe,
who prepared a list of attending shareholders. 4,765,394 shares of the 20,000,00
0 shares of the Company were represented, equivalent to approximately 23.8% of t
he share capital and the votes. The list is attached to these minutes.

There were no objections to the notice or the agenda and the meeting was declare
d as lawfully opened.
ITEM 1 ELECTION OF ONE PERSON TO COUNTERSIGN THE MINUTES
The following was resolved by 4,760,864 votes in favour and 2,635 against, equiv
alent to approximately 99.9% majority: Albert Alexandersen was appointed to coun
tersign the Minutes.


ITEM 2 INFORMATION ON GUIDELINES FOR REMUNERATION TO EXECUTIVE MANAGEMENT
Information on guidelines for remuneration to executive management of
Petroleum Geo-Services ASA was given by the Chairperson.

The General Meeting took the presentation under consideration.
ITEM 3 INDEMNIFICATION OF BOARD MEMBERS
The Chairperson informed of the proposal to indemnify the members of the
Board of Directors.

The following was resolved by 4,749,705 votes in favour and 11,992 against, equi
valent to approximately 99.7% majority:


The General Meeting accepts indemnification for the Board members for the
period of 30 June 2004 to 8 June 2005.



* * * * *

The General Meeting was adjourned.
_____________ ___________
Jens Ulltveit-Moe Albert Alexandersen
Chairperson

Q6. What is vocabulary and what is its importance in business correspondence?
Vocabulary is the knowledge of words known by their phonetic and meaning context
.
A person's richness of his language is estimated by his vocabulary. Also Known
as verbal ability in most English language testing system like TOEFL and IELTS t
he candidates vocabularies are put to strict test; The subject is very vast and
the student should know the basics of vocabulary particularly the context of wor
ds commonly misspelt, misheard, mispronounced. One of the effective means of imp
roving vocabulary is to read a Standard English newspaper every day, identify th
e words not understood, refer a good dictionary and learn atleast 2-3 new words
a day.

Q7. Define Communication? What are its objectives?
Our ideas views, feelings, assessments represent our own way of looking at a sit
uation or a person or a thing. It is the way we interpret the reality. When we e
xpress our interpretation or understanding of reality, the other person comes to
know about it or appreciates our point of view better. The word Communication ref
ers to a process by which something is made common or shared. When we communicat
e we share our point of view, the meaning we have assigned to a situation with a
nother person. We want that person to understand in the same way as we have unde
rstood it.
Objectives of Communication
There are many objectives of communication depending on the nature of communicat
ion, the communication, context and recipient of communication. In brief a few m
ajor objectives are:
(i) Information: In today's information technology age access to information is
the key to success in all walks of life. To acquire, share and spread informatio
n communication is a major tool. Communication is the only medium through which
information can be exchanged for mutual benefit.
(n) Persuasion: One of the basic motives of communication is self expression. It
is an effort of one person to influence the other person enabling him to apprec
iate our point of view. In the process of persuasion the communicator is able to
convey his message to the other person more forcefully. Communication is of two
types. 1. Upward Communication 2. Downward Communication. In upward communicati
on a person lower in rank officially communicates with his superior's and the la
nguage should be with form of request appeal and representation. In downward com
munication a higher official communicates with his subordinate where the languag
e is of introduction, order in the manner of advice and counseling.
Q8. What is non-verbal communication? Give few examples?
Communication need not be verbal all the time in order to convey a message. Comm
unication can also be NON-VERBAL without words. For example, through a smile, a
frown, we can communicate and convey meaning.
Non-verbal communication, in its broadest sense, means all transmission of meani
ng except that which is expressed in oral or written words. It is communication
through facial expressions, body position, eye contact, other physical gestures,
posture, clothing, tone and volume of voice, speed of speaking, etc.
Sometimes called the 'silent language', non-verbal communication can be defined
as "all behaviour expressed consciously or unconsciously, performed in the prese
nce of another or others and perceived either consciously or unconsciously."
Non-verbal communication is often used to supplement verbal communication by hig
hlighting or reinforcing parts of a verbal message. Non-verbal communication is
generally uncertain, both in meaning and in likelihood of receipt. The meaning o
f non-verbal communication is particularly ambiguous when it is inconsistent wit
h a simultaneously transmitted verbal message.
Examples are if you roll your eyes, clap your hands, smile, pat someone on the b
ack, or gesture with your hands in an aggressive fashion, you are communicating
with someone else. Your distance from another person, the way you position your
body and even eye contact play a role in your communication with others.
Q9. Answer your valued customers query as to how you would justify Morabaha mode
of finance as Shariah compliant. Mrs. Mariam has asked you to clarify her doubt.

Morabaha is a particular kind of sale where Seller expressly mentions the cost i
t has incurred on purchase of the Asset(s) to be sold and sells it to another pe
rson by adding some profit, which is known to Buyer. Morabaha finance is not a l
oan given on interest, it is a sale of Asset(s) for cash/deferred price. It is t
he obligation of the Seller to disclose the Cost and Profit to the Buyer.
Morabaha is a sharia compliant finance method, with which you can buy a local co
mmodity, owned by the Bank. Under the Morabaha Loan Finance technique, the Bank
buys and owns the commodities requested by the customer, and then sells to the c
ustomer by installment at a prefixed profit margin.

Q10. How does empathy differ from sympathy? Give examples.
Bothempathyandsympathyare feelings concerning other people.Sympathyis literally 'feel
ing with' - compassion for or commiseration with another person. Empathy, by con
trast, is literally 'feeling into' - the ability to project one's personality in
to another person and more fully understand that person.Sympathy derives from Lat
in and Greek words meaning 'having a fellow feeling'. The term empathyoriginated
in psychology (translation of a German term, c. 1903) and has now come to mean t
he ability to imagine or project oneself into another person's position and expe
rience all the sensations involved in that position. You feel empathywhen you've
"been there", andsympathywhen you haven't. Examples: We feltsympathyfor the team mem
bers who tried hard but were not appreciated. / We feltempathyfor children with as
thma because their parents won't remove pets from the household.
SECTION THREE
Questions 10 X Marks 2 = 25 Marks
ANSWER IN FOUR OR FIVE LINES ONLY
Q1. What is user name and password in internet communication? Draft an e-mail
Message to your customer who forgot his passport pouch on your table and you go
t his e-mail ID from the visiting card.
In order to send an e-mail/internet communication, you must know the recipient's
"name", that is, computer I.D. and address. This has the form: someone@someplac
e, "someone" could be the person's real name like geeta or any word/letters chos
en by the person; "someplace" is the address of the computer and network on whic
h the person has an account, like hotmail.com. yahoo.com, vsn.com or giaspnol.vs
nl.net.in. An error in a single letter or number or punctuation or space will pr
event the message from being sent; the failure will be flashed on the screen.
Draft of an email is as under:
To:Peterson_paul92@hotmail.com
Dear Paul,
Please accept my deepest apologies for the misplacement of your Chemistry practi
cal notebook. I remember that it was 13thMarch when you handed over me your file.
I wanted to complete my pending assignments till 17thMarch as it was to be submi
tted for evaluations.
I am really sorry for creating this troublesome situation for you. I know that I
should have handled it very carefully. I heartily admit my mistake and can only
say to you that I am really sorry. I understand how difficult it would be for y
ou to accept my apology when the evaluations are going on, but hope that this le
tter would help in some way.
I will talk to the Chemistry professors to extend the submission date for you ti
ll 20thMarch so that your grades do not get hampered.
If I could help you in any kind of completions, contact me any time.
Kind regards,
Jonathon David
Message to the customer is as under:
To kanodia.shilpi@gmail.com
Dear customer
This is to inform you that you forgot your passport pouch on my table today morn
ing when you came to visit. Luckily I found your visiting card in the pouch whic
h had your email id. You can collect your pouch from our office. It will be kept
safely.
Regards
XYZ
919935166352
Q2. How does intrapersonal communication differ from interpersonal communication
?
Intrapersonal communication in what goes on within the mind. It may be confused
and vague, or it may be clear and logical. Active, careful thinking is good prep
aration for communication. The intrapersonal factors of both the sender and the
receiver play an important part in intra-personal communication. They need to be
aware of, listen to and sort out the noises within themselves that interfere in
the process of communication. Awareness about one's own mental and psychologica
l processes is essential for this. The person with self-awareness becomes a bett
er adjusted person, and communicates better with others.
Interpersonal communication is between two or more persons. All forms of communi
cation are essentially interpersonal. It is the most important instrument of cre
ating and sustaining a person's relations with others.
Q3. What are the factors that hinder effective communication?
Hindrances to effective communication are as under
i. Vocabulary: Vocabulary is the store of words one has in his memory and uses t
he right word at the right time conveying exactly what he wants to convey. A per
son has to understand the type, nature and level of audience before he chooses h
is vocabulary. High sounding fancy words, words conveying double meaning should
be avoided.
ii. Context and Meaning: Meaning of exact words may vary sometimes hence the wor
d conveying the exact meaning should be used.
iii. Speech Clarity: When a politician addresses a public meeting he communicate
s with a heterogenous audience speaking in such a situation depends on how clear
the speech is without mumbling words.
SOME OTHER PROBLEMS: Past experience with a person will adversely affect one's c
ommunication. If the person who is addressed has a bad image in the communicator
s mind then a predetermined view is taken and communication is affected. Situati
on creates an impact on the communicator. If the receiver or audiences give a se
mblance of positive response the communicator is satisfied.
A good communication depends on a perfect medium. If the acoustics or sound syst
em is defective, communication is affected.
Q4. Name a few important aspects of efficient communication.

Important Aspects of effective communication are:
1. SELF-AWARENESS: Self-awareness is person's understanding of his own pers
onal psychological processes. Understanding of one's own weaknesses and strength
s, likes and dislikes, biases and preferences, etc., help one to keep one's thin
king clear, sharp, and free of distractions. The communication process begins in
the mind of the person concerned. An aware person is, therefore, in a better po
sition to communicate effectively with his clear understanding of his own though
ts and feelings.
2. SPEAKING AND WRITING EFFECTIVELY: The need for speaking and writing effe
ctively hardly needs to be explained. The initiator of the message is expected t
o do all he can to keep interaction clear and precise. Effective speakers and wr
iters are able to take care of the following aspects in communication:
a. Credibility: The speaker's words must carry sincerity and weight. The ot
her person is then
inclined to believe in him. The speaker has to be extremely careful about what h
e says because he has usually no opportunity to revise his statements. The write
r on the other hand can revise and improve his writings before finalising it. Th
e writer needs to be very particular about what he is writing and how he is expr
essing himself because written words are accepted as true and authentic.
b. Capability: The speaker/writer must know his subject well and his views
must be backed by experience and expertise. The initiator of the communication s
hould keep his interaction focused, must not lose control and must move smoothly
from point to point, making use of past experiences and offering solutions when
ever feasible.
c. Content: The initiator of the communication must be clear about what he
intends to convey and say it directly, unambiguously, with content and style mat
ching each other well.
d. Context: Words and sentences do not appear as isolated units of expressi
on. The words and sentences must be properly inter-related and the background of
the ideas must also be made clear. Context also includes the understanding of t
he initiator about how the receiver is likely to respond to the message.
e. Channel: In organisations, a member of a work group carries on communica
tion, formally and informally, with other members of his group as well as with o
ther work groups. This communication flow often cuts across hierarchical positio
ns, i.e. interactions are not restricted to immediate junior or senior colleague
s.
f. Consistency: Meanings of the words must be explained and these should no
t be changed mid-course. Repetition of the meanings/words can be used to advanta
ge. It is said that a good speaker, depending upon the needs of the audience, fi
rst indicates what he is going to tell, then he tells them what he had said he w
ould tell, and then he tells them what he has just told them. This underscores t
he importance of repetition of the same message until it is properly received an
d understood.
g. Clarity: The message must be kept as precise and unambiguous as possible
. This helps the transmission of the message with minimum of distortion. The rec
eiver will find it easy to grasp the meaning of the message sent and will be abl
e to receive it as intended by the sender of the message. The transference of th
e intended message will be smooth, leading to greater understanding between the
sender and the receiver.
3. PARTICIPATIVE READING:
Generally, the reader of written material is a beneficiary of the writer's exper
ience, expertise and wisdom. In this sense the reader is performing a passive ro
le. But reading can be, and should be, an active, participative activity. Althou
gh the writer is not there for interaction physically, the reader goes on relati
ng to the writer mentally.
4. RECEIVER-ORIENTATION:
Communication, which does not have the receiver as its central focus, is unlikel
y to be effective. The sender initiates the interaction to seek contact with the
other person, to establish relationship and to transmit the intended meaning. T
hus, orientation of the two persons to each other is essential. Generally speaki
ng, the sender of the message has a greater responsibility for ensuring such ori
entation. In organisations, however, the sender may be at a junior level and is
required to interact with his senior colleague. This situation would create diff
iculties in communication, as the junior colleague might feel shy and different.

5. EFFECTIVE LISTENING: Good listening skills, like good conversational ski
lls, are essential for smooth communication. The two people who interact with ea
ch other listen effectively only when they are fully present, attentive and resp
onsive, with their reoccupation/distractions completely sorted out. Listening is
, of course, not a matter of skills alone; it has a lot to do with the attitudes
of the persons concerned. The following guidelines/suggestions have been found
to be useful in improving the listening skills:
Stop talking: You cannot listen if you are talking
Put the other person at ease: Help a person feel free to talk, by creating a pro
motional climate.
Show that you are interested, be patient and remove any distractions.
Empathise with the speaker: Try to appreciate and understand the other person's
point of view.
Go easy on arguments and criticism.
6. EMPATHY:
Empathy is the ability to identify with the feelings and thoughts of the other p
erson. We do not have to agree with other person's point of view but we should a
ppreciate his stand. We must try to understand why he feels what he feels. The f
ollowing attributes mark empathic listening:
i. Listening to the emotions underlying the spoken messages is important for und
erstanding how strongly the person is attached to his point of view
ii. Empathic listening involves suspension of judgement or evaluation of the oth
er person and his views/opinions. There is no pre-judging the person or his idea
s, as right or wrong.
iii. Empathy enables a person to listen with such involvement, and yet with such
objectivity, that the other person feels that his worth as individual is acknow
ledged. There is, however, no compulsion to agree with or approve of other's vie
ws. Empathic listening is respectful of the other person as an individual and ac
knowledges the mutuality of relationship.
Q5. What is group discussion and types of groups involved in it? Define the resp
onsibility of group leader in group discussion.

Group discussion is when a unit of two or more members engage at some time in in
teraction with each other.
TYPE OF GROUPS are:
a) One classification is as under:
Formal groups are collection of employees brought together by the organisation f
or achieving its goals through smooth and efficient job performance by the membe
rs of the group.
Informal groups, on the other hand, are groups that randomly got formed on accou
nt of formal group members' interactions with one another, arising from common i
nterests.
b) An important type of group, commonly found in modern organisations, is the co
mmittee. One general definition of committee is: A committee is a group of peopl
e who function collectively. A committee is a group of persons to whom, as a gro
up, some matter is committed. There are two basic kinds of committees. Some comm
ittees meet on an ad hoc basis to solve some specialised problem and then disban
d. A standing committee, on the contrary, exists indefinitely. The most common e
xample is the Board of Directors of a company. Committees have both positive and
integrated judgement, which it can offer. In effect, committees foster horizont
al communication.
The responsibility of group leader in group discussion is as under:
a) The leader of a group is the person who is recognised as being responsible fo
r guiding the group through its tasks.
b) Leadership can be considered as the process of influencing others to take a d
esired action. Influence is the process of affecting the potential behaviour of
others. Thus, leadership is aprocess of influence, which transforms the potenti
al behaviour of others.
c) While influence is the process of affecting the potential behaviour, power is
the ABILITY to exert influence, and authority is the RIGHT to command because o
f the position held by the individual.
Q6. Name a few characteristics of effective communication.

Few Characteristics of Effective Communication are:
* Factual
* Honest
* Timely
* Precise
* Concise
* Comprehensive
* Objective
* Goal oriented
* Easily understood by the receiver
* Integrative
* Successful
* Congruent re: verbal and nonverbal cues (what you say must not contradict your
expression)
* Captivating
* Reliable
* Compliant with expected standards
Q7. What is AWARE? Describe with examples?

The definition of aware is someone who knows or realizes something. It is knowin
g or realizing; conscious; informed.
Examples are:
* Awarethat short codes may change from Competition to Competition.
* The intention is to make studentsawareof the wider context in which formal accou
nting controls are set.
* Aware, nobody has studied the chemistry and there is speculation as to the rea
ctions involved.
* And I am acutelyawareof the vulnerability of my back.
* Once clients becomeawareof the rules of the new system they will look for our ad
vice.
* Awareof danger.
* Awarethat the vast majority of polio cases were children.
* CSM: I'm fullyawareof Agent Scully's progress.
* People need to be madeawaremore about the effect of climate changes.
* Awareof the importance of architecture.
Q8. How is a brainstorming session conducted?
Conduct of Brainstorming Sessions:
1. The topic or problem may be distributed to members before the session to enab
le them to think about the topic and be ready with ideas.
2. Each member is asked for ideas, which are noted till the ideas are exhausted.
3. No idea is treated as irrelevant or not useful. Criticism or ridiculing any i
deas is not allowed as it stops free flow of ideas and thoughts. Good-natured hu
mour enthuses members to come up freely with ideas.
4. Asking questions to each other based on five Ws and H, i.e. What, Why, When,
Where, Who and How, helps flow of thoughts.
5. The leader should help in summarising idea and guide members for clarity of e
xpression.
6. After exhausting all ideas, each idea is taken up for detailed discussion and
useful ideas are listed by common agreement.
7. A record of the Brainstorming session may be maintained for future reference.

Q9. How does a seminar differ from a symposium?
Seminar refers to a learning experience where knowledge rather than skill is to
be gained. Thus, there are experts or resource persons who provide inputs to sti
mulate discussion. The learning comes from listening and exchanging views with t
he experts and other participants. Attendees are expected to have subject-matter
background and to be fairly active discussants rather than passive listeners.
Symposium entails a presentation of several points of view by various experts. T
he audience typically is large and is one that listens primarily, although there
may be some opportunity to pose questions to the experts.
Q10. Name the typical discussion groups and describe each in detail.
The types of discussion groups are SEMINAR, PANEL DISCUSSION, SYMPOSIUM, CONFERE
NCE and CONVENTION.
Seminar
A SEMINAR is a discussion in a small group in which the result of research or ad
vanced study is presented through oral or written reports. The main purpose of a
seminar is to share knowledge and to get the views of equally knowledgeable per
sons. Generally one person presents a lead paper, and an in-depth discussion on
it follows. The other members interact with the speaker expressing their views o
n the speaker's findings
Panel Discussion
Panel discussion is a type of public discussion. It is characterised by interact
ion among group members. While the audience must see and hear the participants,
panel members do not need to focus their interaction on the audience. In a panel
discussion, each member speaks on the announced topic. The panelists are usuall
y experienced in the problem area selected for discussion. Their number is also
small. In a way, panel discussion is a process of cooperative thinking. There wi
ll be interchange of ideas. A panel discussion may be followed by a question-ans
wer session. The listeners put questions to the panel members.
Symposium
Symposium is a much more formal type of discussion than a Panel. Symposium is a
small group of experts who discuss different aspects of a problem for the benefi
t of an audience. Each speaker makes a presentation of prepared speeches within
an allotted period of time. After all the speakers make their presentation, a di
scussion and interaction follows among group members in which the audience may a
lso participate. Generally it is suited to programmes presented to a large audie
nce.
Conference
Conference is a closed group discussion. A Conference is usually a large gatheri
ng of persons who meet to confer on a particular theme or to exchange experience
or information. The purpose is also to pool experiences and opinions. The discu
ssion in the conference usually results in a set of suggestions or recommendatio
ns on the central theme of the conference. The range of participants and of subj
ect is wider than that of a Seminar or a Symposium. Small group discussions may
also take place on different aspects of the conference theme. The delegates may
choose among several discussion sessions going on simultaneously in the conferen
ce. Lecture, Audiovisual Presentations also can be part of the conference.
Convention
CONVENTION is generally a fellowship meeting of a closely linked fraternal group
. The term is applied to professional gatherings, as the matters that are taken
up for discussion are usually of professional interest.
PART II (Total Marks = 15)
SECTION ONE
Q.1. Give the singular / plural of the following words- (3 Marks)
a. Sheep - Sheep
b. Hair - hairs
c. Crises - crisis
d. Loaf -loaves
e. Sheaf -sheaves
f. Life -lives
g. Half -halves
h. Bees -bee
i. Mouse -mice
j. Leece -lice

Q2. Given below are Nouns, Verbs and other forms of select words use them in ap
propriate sense in short sentences. (3 Marks)
Grief - to grieve - aggrieved - grievance
* Grief Griefat the violent loss of thousands of its people.
* To grieve Grievedeeply, her pains are now mine.
* Aggrieved Aggrievedwhen a company did not pay him monies which he believed were
due to him.
* Grievance - The King of Spain has lately promised to redress sundrygrievancescom
plained of by English merchants.

Brief - to brief - brevity
* Brief Briefdescription of some of the websites we have designed - we hope you w
ill enjoy them.
To brief
* Brevity - Given thebrevityof some answers, candidates should not waste time copy
ing out the question title.

Ignore - Ignorance - Ignorant
* Ignore Ignorethe fact that light didn't just start shining.
* Ignorance Ignoranceof scripture is a matter that I do think worthy of comment.
Ignorant - To be blissfullyignorantof doubt is an easy way out, a self failure.
Avoid - evade - evasion
* Avoid Avoidthe lengthy delivery times inherent in buying an import.
Evade evadepaying higher interest rate for personal loans with bad credit.
* Evasion - Evasionof property taxes has been endemic in Spain and Italy and desp
ite current tax reforms it still goes on.

Provide - Provision
* Provide Provideinformation more relevant to you, we need to learn more about yo
u.
* Provision - There are no specific statutoryprovisionsgoverning secrecy in relati
on to companies.

Q 3. Match with appropriate synonyms (words with similar meanings) (3 Marks)
Accomplish ( 6) 1. Obtain
Execute (4 ) 2. Submerge
Fake (7 ) 3. Lewd
Gain (1 ) 4. Make
Immerse ( 2) 5. Cure
Monotonous (9 ) 6. Achieve
Obscene ( 3) 7. Counterfeit
Remedy ( 5) 8. Test
Trial ( 8) 9. Tedious
Zealot ( 10) 10. Fanatic

Q 4. Below are given similar sounding words, but with different meaning. Use eac
h one of them in short sentences. (3 Marks)
mite - might
access - excess
vide wide
inforce - enforce
fright - freight
grouse - gross
avert - overt
absolute - obsolete
consent - concerned
wise vice

Q 5. Match the following with suitable antonyms (opposites) (3 Marks)

Advance ( ) 1. Condemn
Attract ( ) 2. Diminish
Build ( ) 3. Create
Careful ( ) 4. Repel
Destroy ( ) 5. Retreat
Fact ( ) 6. Definite
Increase ( ) 7. Negligent
Magnify ( ) 8. Reduce
Praise ( ) 9. Demolish
Vague ( ) 10. Fiction