Question 1- Nonverbal communication is ambiguous. Explain the statement with example. Also discuss in brief the types of non-verbal communication.

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1 Question 1- Nonverbal communication is ambiguous. Explain the statement with example. Also discuss in brief the types of non-verbal communication. Answer: Nonverbal communication is ambiguous because the receiver may not get the clear meaning of the message since precise words like in verbal communication is not used. so in nonverbal communication the meaning could vary from person to person so nonverbal communication is not always clear and easily understood, therefore we can say that it is ambiguous. For example meaning of this gesture fig:1 this symbol is commonly used as sign. But this sign has different meaning in different countries like : France- worthless Japanese- money Greek- sexual insult fig:1 Types of nonverbal communication are : - Kinesics: Kinesics is the most often studied and important area of non-verbal communication and refers to body movements of any kind. Different body movements can express inner states of emotion. The different body movements are: Facial expression, eye movements, gesture, head movements, posture, physical appearance. - Haptics: Haptics refers to communication through touch. We can use touch to communicate affection, assurance, familiarity, comfort, sympathy and other emotions. Touching can also be interpreted as an assault. Hence, we must use touch as a communication tool carefully. Touching is used for following: working, greetings, establishing friendship, guiding, managing interaction - Proxemics: Proxemics is derived from the word proximity or closeness and is the communication term for personal space and distance. The space and distance which we choose to keep from people is also part of non-verbal communication. The different types of spaces are as follows: intimate space, personal space, social and public space. - Chronemics: Chronemics refers to the study of usage of time. This includes our attitudes towards punctuality and willingness to wait. It also deals with the manner in which we structure our time and interactions. Perception of importance of time varies between individuals and cultures. For example, in most western cultures punctuality is consider to be important. Arriving late for a business meeting is inexcusable. in other cultures, it is more relaxed and time is not given that much importance - Paralanguage: Paralanguage is closest to verbal communication. It refers to the tone of voice with which something is said. It is used to modify the meaning and convey emotions. It may be expressed consciously or unconsciously and it includes the pitch, volume, and in some cases, intonation of speech. - Physical Context: Physical context refers to the physical environment or surroundings within which we communicate. This includes color and layout, design, space management, location, distance. 1

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3 Question 2- What are the strategies for effective listening? Discuss each of them in short. Answer: The strategies for effective listening are as follows: - Create a conductive environment The environment in which communication takes place should be without any physical barriers. This barriers can be minimized by: Proper sound system should be used. Avoiding places with high level of activity, loud noises and poor air conditioning system. Shutting off mobile phones and telephones. -Select face to face Channels Listening is more accurate in face to face communication. Modern communication devices are wonderful but it has limitation. For example placing order over the phone for home delivery meal. The chances are that your order may not be understood correctly. Therefore, as far as possible, arrange face to face communication for effective listening. -Be open-minded and avoid distraction Effective listening requires the right attitude and mindset. You have to focus your attention completely in what the speakers is saying, without letting your mind wander. This kind of concentration can be developed through various technique and through constant practice. - Use nonverbal cues to indicate active listening It is important to communicate to the speaker that your listening actively to what speaker is saying. This can be done even without verbal communication. Different nonverbal communication can be use to indicate that you are listening actively. - Use verbal communication to indicate active listening It is important to engage in verbal communication with the listener. In order to convey that you have understood the speaker's message you need to seek clarification, give feedbacks/suggestion and paraphrase in your own words what speaker has said. - Listen first before responding Avoid the tendency to formulate your own response, even before you have listened completely to the speaker's words. If you are too busy thinking about what to say next, you may miss the main point that the speaker is trying to make. This also gives the speaker the impression that you are pre occupied or rude. - Use the speakers- listeners gap constructively It was pointed out earlier that listeners have the ability to absorb information faster than the speakers' rate of speech. This spare time available to listeners is often misused by letting the mind 3

4 wander and is one of the physiological barriers to listening. One way of overcoming this barrier is to try to use this spare time to note down what the speaker has said, review what has been said so far and anticipate what the speaker may say next. Thinking ahead of the speaker for effective listening. This is not easy, but can be learnt through proper training. - Do not be judgmental Judgmental listening can destroy empathy. You can listen non judgmentally by Adopt a non-confrontational approach Identify common interest Avoid leading questions Avoiding minimizing the problem 4

5 Question 3- How does general writing differ from business writing in terms of language style and tone? Answer: In written communication, tone refers to the way a statement sounds, which in turn, depends on the choice of words. A sentence or statements may be grammatically perfect, but may convey a negative message, if the choice of words is wrong. For example "you failed to meet the sales target". This statement has a negative tone, since it emphasizes what could not be achieved. The same idea could be expressed in a more positive tone, "With a little extra effort, you could have achieved the target" This example shows that even a negative idea can be expressed in a positive language through the use f appropriate words. The tone of business communication should also be confident. For example, " I hope you will agree that my qualification match your job profile" Beginning the sentence with 'i hope' creates the impression that you lack confidence in yourself. It might be better to say " on reviewing my bio-data, you will find that my qualification match your job needs in the flowing respect." While it is important to be self assured, avoiding sounding over confident and pompous. For example, "I am sure you will agree our company has the best reputation for quality and service". Instead, you can write the same as "We shall try to live up to our reputation for the quality and service." Another aspect of tone is to sound courteous and sincere. This builds goodwill and good relation and increase the likelihood of a message achieving its objectives. Avoid statements such as the following: you sent your complaint to the wrong department. You should have sent it to the shipping department. This sounds very discourteous and rude when responding to a customer complaint. Instead, it might be better to say we have sent your complaint to the concerned department, which will be contacting you shortly. sincerity also means avoiding exaggeration and flattery. Especially when communicating with customers. Consider the following examples: 1. we are more interested in your satisfaction, than in making profits. 2. You are such a valued customer that we shall go to any lengths to earn your satisfaction. The first sentence sounds insincere, since the main objective of any organization is to make profits. The second sentence is exaggerated and unduly flatters the customer. It should be toned down by saying something such as we valued your goodwill and will make quick efforts to ensure your satisfaction. 5

6 Finally, the tone of business writing should be non-discriminatory. This means that the language that is used should not be offensive, irrespective of gender, religion or race. One way of ensuring this is to avoid 'sexist language' by using neutral job titles, or titles that do not imply that a body is held only by a man. For example: 'chairperson', instead of 'chairman.' 'salesperson', instead of 'salesman.' If the reader's gender is not known, use a non-sexist salutation such as 'Dear Customer, Investor, or Advertiser', instead of 'Dear sir or Madam.' Personal titles and salutations such as 'Dr.', 'professor', etc., should be used wherever appropriate. 6

7 Question 4- One has to decide whether it is necessary to have a meeting and then start planning for it. What types of meetings you can call for your business related activities? Answer: According to Deborah Tannen, A meeting is any focused conversation that has a specific agenda, especially but not only if it has been set up in advance. This definition implies that meetings are not aimless discussions, but they require careful planning and revolve around a specific topic that is decided in advance. Therefore, while meetings may be more or less formal in the way they are conducted, they need to be planned, irrespective of the nature of the meeting. At the outset, let us discuss the different categories of business meetings: 1.Task oriented meetings: As the name suggests, this type of meeting is a special meeting that is called to discuss and make arrangements for a specific event. For example, the company is opening a new branch or new factory, which will be inaugurated by a minister on a specific date. All the key people involved may be asked to attend the meeting, to discuss the arrangements that are being made for the inauguration. Specific tasks are assigned to each of the participants of the meeting. 2.Progress meetings These are periodic meeting that are called to review the progress being made on a particular front. For example, weekly meeting may be held to review sales progress or if a new project has been initiated, periodic meetings may be held to review the progress of different stages of the project. 3.Information sharing meetings In some organization these types of meetings may be called regularly for the main purpose of exchanging information on a topic of relevance to the organization. Such meeting may take place among co-workers or may also involve top management. For example: The managing director of a company may call this senior managers to share information about the company's joint ventures, overseas collaborations or plans for acquisition. A weekly meeting of top executives may be held to discuss the activities of the company's international divisions. The members of the research and development ( R & D) department may meet regularly to compare notes on the results of their search efforts. 4.Problem solving or decision making meetings This type of meeting is the most challenging, as it involves taking some kind of action, making major decisions or changing the existing policies and procedures. Therefore, all interests and departments of the organization are represented at such meeting. They also tend to be time consuming. For example, the marketing strategy of the company may need to be revised, as sales are on the decline or a new product is to be launched and a meeting may be called to discuss the launch strategy. As a problem solving meetings are the most complicated type of meeting, the guidelines offered in this unit are more relevant to these meetings. 7

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9 Question 5- What is memo? When you write a memo, what language and writing style will you follow? Explain. Answer: Memo is written message, proposal or reminder that is usually used in business. It is a short note notes that is used to record something. It is fully known as memorandum and is usually a written records that supports journal entries. As a memo is a short, informal report, the following points have to be remembered regarding the language and style that is used: 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 paragraph short, limit each paragraph to five lines or less and use bullet points wherever possible. If you are giving reasons, number them or put them in separate paragraphs with double line spacing. Otherwise use single line spacing between lines. 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 'my experience', 'I' feel that the budget is not adequate. 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. 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 overstate your reasons. 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 indication 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 tone. 9

10 Question 6- Write short notes on: a) Business letters : Business letters are used to communicate with external stakeholders such as consumers, intermediaries, government, banks,etc. Business letter is very useful because it produce permanent written record. Business letter can be used to communicate different messages to a variety of audiences. Business letters are also very different from personal letters, in terms of the degree of formality, tone, style and format used. Business letters are the life blood of communication for any business. There are many types of business letter in use. Many people thought that business letter would be a thing of the past once the and other technology seep into the office. This notion has so far been proven false. Business letters are still in wide use and their importance hasn't been diminishing to the slightest There are many reasons why we usually write business letters. They are To persuade any of the stakeholders by trying to convince through logic. To express our opinion or to intimate any ne regarding an issue. To remind regarding an important issue undergoing discussion or a process. To make announcement regarding meeting outcomes. To maintain permanent records for future use. b) Group discussions: Group discussion is a methodology used by an organization to gauge whether the candidates has certain personality traits and/or skills that it desire in its member. It refers to the situation where a particular number of people (three to eight) meet together face to face and through free oral interaction, originate, share and discuss ideas to arrive at a decision or solution to a problem. Group discussion are used for decision making and problem solving. They are also used as a personality test for evaluating several candidates simultaneously. The purpose of groups discussion is to measure certain traits of the participants, which are otherwise difficult to identify and take to assess. It is common for people who can communicate their ideas well and discuss effectively with others, in a one-to-one situation, to become silent in a group situation. They will not be able to present or discuss their ideas with the other members of the group. A GD helps to identify people who have such group skills and people who do not. Benefits of group discussion; It helps to have better understanding of the subject. It stimulates critical thinking It helps the group to make decision consensually. It improves your listening skills. In increases confidence in speaking It helps to understanding strength and weakness. It improves leadership skills. 10