National Institute of Business Management

Chennai - 020

SECOND SEMESTER EMBA/MBA

Subject : Business English

Attend any 4 questions. Each question carries 25 marks

(Each answer should be of minimum 2 pages / of 300 words)

1. Explain the process of Communication.

The term “COMMUNICATION” comes from the Latin word “COMMUNICA
RE”, this means to impart or participate.
In every mode communication is necessary and imperative. Communication:
“COMMUNICATION is the process of passing information and understanding
from one to another”. PROCESS OF COMMUNICATION
Communication has been defined as a process, which is dynamic and ever cha
nging in nature. Process consists of five steps:‐ ‐‐ Idea is generated ‐‐
Idea becomes message ‐‐ Message is transmitted ‐‐
Receiver gets message ‐‐ Receiver responds the message (Feed back)

IDEA
SENDER
ENCODING
MESSAGE IS TRANSMITTED
RECEIVING
RECEIVER
DECODING
MEDIUM
FEED BACK

IDEATION:‐ •
The process of communication begins with ideation, which refers to the format
ion of idea or selected message is to be communicated. •
The scope of ideation is determined by sender’s knowledge, experience and ab
ilities.

SENDER:‐ •
Sender is one who starts the process of communication. Sender may select the
 content and its kind. •
It may be logical or emotional. Message may be on formal subject or general s
ubject.

ENCODING:‐ • In this stage messages are composed of symbols having

translation of an already
conceived idea by sender through appropriate medium. •
Converting idea to message can be termed as encoding, which needs to have s
elected medium for it.

TRANSMISSION:‐ •
Transmission refers to the flow of message over a chosen channel. It is one of
the most
basic aspects of communication because it also involves in selecting proper ti
me, place and way.

RECEIVING MESSAGE:‐ •
Receiver receives message from sender through a selected medium. The receiv
er has to assign meaning to a message in order to understand the message.

DECODING:‐ •
Decoding is reverse of encoding. It is a process of converting a message into t
houghts by translating the received stimuli. •
Process of decoding involves to interpretation and analysis of a message, whic
h is done by receiver.

FEED BACK:‐ •
Response is the last stage in communication process. It is an action or reaction
of receiver
to the message received. Response is thus known as key to communication eff
ectiveness.

CONCLUSION:‐
The flow of communication will be more effective if all the above have smoot
h flow, without any hindrance or noise.
Other form of questions would be ‐‐‐‐‐ • Draw communication cycle. •
Explain the term encoding decoding and feedback. •
Explain in detail flow of communication.

2. Discuss Personnel communication.

Personal communication begins when two people are aware of each other.
When two persons eyes meet and two people realize there is a person right
there. Personal Communication is one of the organizational functions that
helps a company to stay efficient and productive. The importance of
communication between different departments in an organization becomes
most evident when that communication breaks down. Implementing policies to
strengthen inter-departmental communication help to underscore its
importance and maintain an efficient flow of information.

Importance of Personal Communication in Business

Presentation Transcript:

1. Importance Of Personal Communication In Business.

2. Definition of Personal Communication:

Personal communication begins when two people are aware of each other. you
don’t need to know each other’s name, even don’t need to talk. When two
persons eyes meet, and two people realize there is a person right there. The
communication has just begun.

3. The difference between a personal business letter and a business letter:

Written communication skills can develop over time through practice, or can
be learned by following guidelines appropriate for business or personal
circumstances.

4. Purpose of a Personal Business Letter:

A personal business letter is typewritten communication between colleagues

who are personally acquainted, but work for different companies. For
example, if one of your peers works for a company that received praise for
award-winning technology, you could write a congratulatory letter to your
professional colleague for being a member of the team that developed the
technology.

5. Purpose of a Personal Letter :

A personal letter is a communication between two acquaintances, or friends,
concerning non-business matters. An example of a personal letter is a holiday
greeting sent to a friend who lives abroad with wishes for a happy holiday
season and updates on personal highlights from the past year.

6. Stationery for Personal Business Letters:

Custom-printed letterhead is widely accepted as a standard for business letters.

Business letterhead contains the organization’s name, logo and contact
information such as address, telephone and facsimile numbers, and website
URL.

7. Stationery for Personal Letters:

Some etiquette experts lament the lost art of letter-writing and suggest the use
of printed stationery to enhance the experience of writing a letter instead of
simply sending an email to friends. Stationery for personal letters can often
reflect your personal style through the use of a creative font, design or colored
paper.

8. Personal Communication Devices and Voicemail Policy:

Purpose : This document describes Information Security’s requirements for

Personal Communication Devices and Voicemail for <Company Name>.

Scope : This policy applies to any use of Personal Communication Devices

and <Company Name> Voicemail issued by <Company Name> or used for
<Company Name> business.

Bluetooth: Hands-free enabling devices, such as the Bluetooth, may be issued

to authorized <Company Name> personnel who have received approval.
 Enforcement : Any employee found to have violated this policy may be
subject to disciplinary action that leads to being ineligible for continued use of
PCDs.

9. Conclusion:

In Conclusion Communication comes in many different forms. It can be

written, verbal, and nonverbal and communication can also come in the form
of technology (TV’s, telephones, computers, cell phones, iPod’s and the list
just keeps on going).

10. Do you have any question ?

11. Thank you All

3. Explain the practical guidelines for using gender inclusive language in

business communication.
Gender Inclusive Language is written, oral and visual communication that
does not exclude or demean any particular gender identity. The following fact
sheet provides information on the definitions of different sexual orientations
and gender identities and shows the varying ways that our language can be
exclusionary.

Gender exclusionary language

Exclusionary language is language that expresses bias in favour of one sex and
thus discriminates against other gender identities. Language that discriminates
against a gender identity by not adequately reflecting their role, status and
presence in society is exclusionary.

Some of the major forms of sexist language are described below.

1.InvisibilityWomen and gender identities such as intersex people are often
invisible in language. This is due to the use of the masculine pronouns 'he',
'him', 'his' to refer to both men and women, and the use of 'man' as a noun,
verb or adjective in words such as 'mankind', 'man made'. Where possible,
these pronouns should be replaced with non-gender specific words, for
example, change 'if a student wants to succeed, he should hand in his papers
on time' to 'if a student wants to succeed, they should hand in their papers on
time'
2.InferiorityExpressions such as 'female academic' and 'male nurse' diminish
the importance of the role that is being described and focus attention on the
gender of the person. In these instances gender is an unnecessary reference
and should be challenged.
3.TrivialisationLanguage can be used to trivialise women and their activities,
actions and occupations through expressions such as 'just a housewife'.
4.Recognition of other gender identitiesIt is important to recognise that not all
people identify as male or female. This can be done through collecting data in
an inclusive manner (see Gender Inclusive Language Guidelines) and through
inclusive, respectful and informed behaviour that recognises other gender
identities.\

Definitions

The following definitions are derived from the Australian Human Rights
Commission document Addressing sexual orientation and sex and/or gender
identity discrimination (2011).

Sex: The term 'sex' refers to a person's biological characteristics. A person's

sex is usually described as being male or female. Some people may not be
exclusively male or female (the term 'intersex' is explained below). Some
people identify as neither male nor female.

Gender: The term 'gender' refers to the way in which a person identifies or
expresses their masculine or feminine characteristics. Gender is generally
understood as a social and cultural construction. A person's gender identity or
gender expression is not always exclusively male or female and may or may
not correspond to their sex.

Gender identity: The term 'gender identity' refers to a person's deeply held
internal and individual sense of gender.
 Gender expression: The term 'gender expression' refers to the way in which a
person externally expresses their gender or how they are perceived by others.
Intersex: The term 'intersex' refers to people who have genetic, hormonal or
physical characteristics that are not exclusively 'male' or 'female'. A person
who is intersex may identify as male, female, intersex or as being of
indeterminate sex.

Trans: The term 'trans' is a general term for a person whose gender identity is
different to their sex at birth. A trans person may take steps to live
permanently in their nominated sex with or without medical treatment
4. Explain the pressure of writing a performance review.

No matter how frequently (or infrequently) they occur, performance

evaluations are nerve-wracking for both employees and their managers. A
worker may not be thrilled about being scrutinized by the boss. Meanwhile,
managers face a lot of pressure to present both the positives and negatives of
their employees' work and behavior in a respectful, professional manner.
When managers need to review serious problems, evaluations can be
especially stressful.
As a manager, giving your staff constructive feedback is a crucial part of
ensuring that your organization operates smoothly. Performance reviews give
you the opportunity to praise employees for what they've done well, correct
what they're doing wrong and discuss your vision for their growth and future
at the company. But too often, bosses struggle to effectively communicate
their thoughts in a way that doesn't overwhelm the employee during the
review.
BusinessNewsDaily spoke with human resources administrators, managers
and executives, and based on their responses, we've compiled a list of the best
tips for writing and conducting an effective performance review
Make it comprehensive
An effective performance review covers all the bases concerning an
employee's work. It shouldn't be all positive or all negative; a healthy balance
of both is necessary to help your staff members evolve in their roles.
"A formal evaluation needs to have a few key components," said Don McIver,
COO of 5W Public Relations. "The feedback should be relevant and specific,
with examples for both the good and bad points. Employee strengths should be
acknowledged, and corrective action needed in weak performance areas
should be identified."
In addition to highlighting strengths and weaknesses, a review should establish
performance goals for the upcoming year, and discuss the employee's role as
part of a collaborative team. Bill Peppler, managing partner of staffing firm
Kavaliro, also advised providing employees with a formal objective of the
evaluation beforehand.
"A good manager will explain the purpose of the review, what they will go
over and how frequently performance reviews are given," Peppler said. "This
manages employee expectations and helps everyone involved be more fully
prepared for the meeting."
Recap regular, informal feedback
Employees' annual or biannual evaluations should not be the only time they
receive feedback about their performance. While there's no need to call a
meeting for every individual issue that comes up, there shouldn't be any
surprises when workers read their reviews from the boss.
"Employee feedback should not wait for an annual review, but [should] be
given throughout the year as performance issues, good or bad, arise," McIver
told BusinessNewsDaily. "A formal evaluation is ideally a recap of things that
have been addressed during the year."
When there is a problem with an employee's habits or actions, address it as
soon as possible after the incident occurs to avoid bringing that tension into
the evaluation. If an employee's behavior (positive or negative) doesn't warrant
immediate feedback, make a note of it and use it as a reference point during a
formal or informal performance discussion.
Give honest, constructive criticism
It's never easy to tell an employee what he or she needs to improve, but giving
constructive criticism about your workers' performance is an important part of
the review process. Be as clear and direct as possible about any shortcomings
and mistakes, but also take the time to provide solutions to those problems.
"Fully explain what the issue is, and then expand on options for
improvement," Peppler suggested. "If you see a problem in an employee's
work, then he or she should have a solution to how it can be fixed. Also, let
employees know where this improvement can take them, such as a promotion
to a management role."
If suggested improvements are related to reaching a professional goal, be sure
to let employees know what you plan to do as a manager to help them achieve
that goal.
Encourage discussion about the review
Most managers agree that it's frustrating when an employee has nothing to say
in response to his or her performance evaluation. You don't want your staff to
fight you on every point, but you also don't want to be met with silence if you
have suggestions. Push your employees to give you feedback on the issues you
raised. The written review should be a brief but direct overview of discussion
points, making for a more nuanced face-to-face conversation; this calls for
employee feedback.
If the conversation starts to get heated and you want to avoid saying
something that you might regret, you can try diffusing the tension with humor.
You can then continue a more serious discussion later via email or in another
meeting, after the employee has had a chance to cool down.
End on a positive note
Always end performance reviews on a positive note. Regardless of what else
was discussed during the evaluation, encouraging your employees and letting
them know you appreciate what they do for the company will give an added
boost to a primarily good review, or lift their spirits after a somewhat negative
evaluation. Positive phraseology and reinforcement can go a long way in
giving workers the confidence and drive they need to perform their jobs even
better.

4.Explain the guidelines to overcome barriers to communication.

In almost any career or area of business, written communication is a key to
success. Effective writing can prevent wasted time, wasted effort, aggravation,
and frustration. The way we communicate with others both inside of our
business and on the outside goes a long way toward shaping the organization’s
image. If people feel they are listened to and able to get answers from the firm
and its representatives, their opinion will be favorable. Skillful writing and an
understanding of how people respond to words are central to accomplishing
this goal.
How do we display skillful writing and a good understanding of how people
respond to words? Following are some suggestions.
Do Sweat the Small Stuff
Let us begin with a college student’s e-mail to a professor:
“i am confused as to why they are not due intil 11/10 i mean the calender said
that they was due then so thats i did them do i still get credit for them or do i
need to due them over on one tape? please let me know thanks. also when are
you grading the stuff that we have done?”
What’s wrong with this e-mail? What do you observe that may act as a barrier
to communication? Let’s start with the lack of formality, including the fact that
the student neglected to tell the professor his or her name, or which specific
class the question referred to. Then there is the lack of adherence to basic
vocabulary and syntax rules. And how about the lower case “i’s” and the
misspellings?
One significant barrier to effective written communication is failure to sweat
the small stuff. Spelling errors and incorrect grammar may be considered
details, but they reflect poorly on you and, in a business context, on your
company. They imply either that you are not educated enough to know you’ve
made mistakes or that you are too careless to bother correcting them. Making
errors is human, but making a habit of producing error-filled written
documents makes negative consequences far more likely to occur. When you
write, you have a responsibility to self-edit and pay attention to detail. In the
long run, correcting your mistakes before others see them will take less time
and effort than trying to make up for mistakes after the fact.
Get the Target Meaning
How would you interpret this message?
“You must not let inventory build up. You must monitor carrying costs and
keep them under control. Ship any job lots of more than 25 to us at once.”
Bypassing involves the misunderstanding that occurs when the receiver
completely misses the source’s intended meaning. Words mean different things
to different people in different contexts. All that difference allows for both
source and receiver to completely miss one another’s intended goal.
Did you understand the message in the example? Let’s find out. Jerry Sullivan,
in his article Bypassing in Managerial Communication, [1] relates the story of
Mr. Sato, a manager from Japan who is new to the United States. The message
came from his superiors at Kumitomo America, a firm involved with printing
machinery for the publishing business in Japan. Mr. Sato delegated the
instructions (in English as shown above) to Ms. Brady, who quickly identified
there were three lots in excess of twenty-five and arranged for prompt
shipment.
Consider the Nonverbal Aspects of Your Message
Let’s return to the example at the beginning of this section of an e-mail from a
student to an instructor. As we noted, the student neglected to identify himself
or herself and tell the instructor which class the question referred to. Format is
important, including headers, contact information, and an informative subject
line.
This is just one example of how the nonverbal aspects of a message can get in
the way of understanding. Other nonverbal expressions in your writing may
include symbols, design, font, and the timing of delivering your message.
Suppose your supervisor has asked you to write to a group of clients
announcing a new service or product that directly relates to a service or
product that these clients have used over the years. What kind of
 communication will your document be? Will it be sent as an e-mail or will it
be a formal letter printed on quality paper and sent by postal mail? Or will it
be a tweet, or a targeted online ad that pops up when these particular clients
access your company’s Web site? Each of these choices involves an aspect of
written communication that is nonverbal. While the words may communicate
a formal tone, the font may not. The paper chosen to represent your company
influences the perception of it. An e-mail may indicate that it is less than
formal and be easily deleted.
Review, Reflect, and Revise
Do you review what you write? Do you reflect on whether it serves its
purpose? Where does it miss the mark? If you can recognize it, then you have
the opportunity to revise.
Writers are often under deadlines, and that can mean a rush job where not
every last detail is reviewed. This means more mistakes, and there is always
time to do it right the second time. Rather than go through the experience of
seeing all the mistakes in your “final” product and rushing off to the next job,
you may need to focus more on the task at hand and get it done correctly the
first time. Go over each step in detail as you review.

5. Explain the guidelines to overcome barriers to communication.

6. Describe in detail the classification of Communication.

25 x 4=100 marks