INSTITUTE OF MANAGEMENT TECHNOLOGY

CENTRE FOR DISTANCE LEARNING

GHAZIABAD
End-Term Examinations – June 2009
Subject Code : IMT-10 Time Allowed : 3 Hours
Subject Name: Business Communication Max. Marks : 50
Notes: (a) Answer any FOUR questions from SECTION-A and CASE STUDY as given in SECTION-B.
Each Question (SECTION-A) carries 9 MARKS and (SECTION-B) Case Study carries 14 MARKS.
(b) No doubts/clarifications shall be entertained. In case of doubts/clarifications, make reasonable assumptions and proceed.
(c) For students enrolled in January 2008, July 2008 and January 2009 batches, the Question Paper would be treated for
70 marks instead of 50 marks.
SECTION-A MARKS : 36
Q1. Define Communication. Describe a Communication model with the help of diagrams and examples.
Q2. Write Short Notes on:
a. Demerits of using information technology in business communication
b. E-mail Etiquette
c. Cover Letter of a CV
Q3. Write a letter to the Manager of your bank, asking for an a/c statement for the period of January to March, 2009. Also ask him
to waive of the applicable charges, if any.
Q4. Prepare your CV and Cover letter for applying for the post of a Marketing Manager in the Credit Cards division of XYZ Bank
Ltd.
Q5. Answer in 50-100 words:
a. Means/Varieties of written communication b. Technical writing
c. Resume d. Upward flow of communication
e. Disadvantages of Oral Communication f. Visual aids for effective presentations
Q6. “Meetings need to be conducted efficiently for them to be effective”. Describe the requirements for a well conducted meeting.
Q7. What is a group discussion? What are the different types of GD formats in vogue? Why are GD’s used as a selection tool by
companies and B-schools?

SECTION-B (Case Study) MARKS : 14

Ravi was elated when he received the call from the Indian National Bank (INB) inviting him for an interview with the Zonal Manager
(ZM) at 2.30 in the afternoon next Friday for the post of the Territory Manager for Delhi & NCR. Ravi was that he was not entirely
happy with the way his organization (Lovely Consumer Bank - LCB) was treating him. He was performing well yet he was not having
a comfortable relationship with his boss, who frequently threatened Ravi with dismissal. INB offered a best-in-class salary structure,
good work environment, and provided job security as well. However, INB is a customer centric organization that employed well
mannered people and has strict rules on compliance with internal policies and RBI rules and emphasised personal grooming and
ethics, yet Ravi felt that his past performance would impress the ZM.
Ravi had thought that 40-45 minutes would be sufficient to reach the INB office and he left his house at about 1.50 pm. He
th
reached INB at 2.35 pm and rushed straight to the 10 floor where he found a person dressed in the unofficial INB uniform of white
shirt, navy blue trousers and a pale blue tie pacing about the room. He introduced himself as Amit Sharma, the ZM. Ravi apologised
profusely for the delay caused by traffic and immediately sat down on the sofa next to the ZM. The ZM accepted his apologies and
began. Ravi had dressed to impress and was wearing his favourite mauve shirt and black pant and dress shoes with silver buckles.
It being a hot day, he had elected not to wear a tie. The ZM began by asking Ravi about his job at LCB. Ravi tried to make himself
familiar to the ZM and spoke in a mixture of Hindi and English, using a lot of local slangs to show his familiarity with the market. He
spoke about his achievements as a Sales Manager at LCB, how well he could manipulate his prospective customers, how that in 2
days, he and his team had sold 20 insurance policies even though some of the documents of the customers were modified by them
since collecting the documents again would waste time. Ravi also said that he had a low incidence of customer complaints at about
20 per 100 customers he interacted with.
The ZM asked many questions which Ravi answered in his enthusiastic and booming voice, sometimes even anticipating the
questions and cutting the ZM off in his enthusiasm to answer them. Ravi felt that the meeting was progressing well and he
interrupted the ZM to ask him about the salary package and perks being offered and also asked him how much he could claim as
expenses during the course of the month. The ZM answered all these questions and they parted as friends, with Ravi even putting
his arm around the shoulders of the ZM in a burst of familiarity. Ravi left feeling “Mission Accomplished”. However, Ravi felt
destroyed when he was not selected.

Questions:
Q1. What actions of Ravi led to this negative verdict? (7)
Q2. What do you think were INB looking for in a prospective candidate? (3)
Q3. If you were the ZM interviewing Ravi, what would your reaction have been to his actions during the course of the interview? (4)

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