IGNOU

MBA

MMPC-7

IMPORTANT QUESTIONS AND ANSWERS

Q1) Discuss the importance of technology in Business Communication. Illustrate

with the help of examples.

A) WHAT IS TECHNOLOGY IN BUSINESS?

Medium expresses that “innovation has not just changed the way we carry on with our
lives. However, it has changed the manner in which we play out our day by day tasks”.
Moreover, it keeps on referencing how economical and available communication
currently is. As a result, makes it simpler for even new companies to put resources into
the right business interchanges. And to help them find business specialized tools.

The effect of technology in the work environment is tremendous. Today it is idiotic to

disregard how technology has changed business communication. As companies are
becoming global, they want to achieve the best in the global economy. They are always
looking for better ways to communicate. So, this is where technology provides
businesses with faster, more efficient equipment for every aspect of communication.
There are a large variety of technological tools for communicating. Some give us
advantages in oral communication. Whereas, some of these give us advantages while
communicating in written form.

There are infinite reasons why technology is important in business. Whether we like it
or not, the role of technology in business is expanding and will only keep growing in the
future. Businesses owe it to their operations, employees, and bottom-line to utilize the
new technological innovations. Businesses can no longer devalue the importance of
technology in business, they must embrace the benefits of technology.

To narrow the reasons down, we came up with 10 reasons for the importance of
technology in business:

1. Technology improves business' communication.

Businesses rely on several aspects of technology for communication such as email,

Skype, instant messaging, business phones, video conferencing technology, etc.
Communication breakdowns can lead to disasters for businesses and employees.
Technology can assist in ensuring that you are prepared for even the most difficult
communication obstacles.
2. Technology increases efficiency.

It's no secret that there have been some awesome technological advancements in recent
years. Advancements such as Lifesize's video conferencing technology and Zulty's VOIP
phone cloud solution are strategically designed to improve efficiency and reduce lay
time in the office.

3. New innovations protect important assets.

Cyber attacks are growing at an alarming rate. So too are the amazing cyber-security
defenses such as Sophos' Deep Learning technology. In an age where almost all
important business assets are stored in the cloud or on endpoints, it is imperative that
businesses employ security technology to protect those assets.

4. Employees demand it.

The role of technology in business is not new, but it is expanding. Employees expect
their employers to provide them with the latest and greatest technology which will, in
turn, help them be successful in fulfilling their job responsibilities. It is hard to compete
against businesses that fully employ technology advancements when your own business
is lagging in their technology.

Technology has altered modern life in many ways, especially in the workplace. The
invention of computers, the miniaturization of electronics and the development of
wireless communication have all altered the business world. Business communication,
in particular, has seen some of the greatest advancements due to technological
developments.

The Development of the Cellular Phone

One of the biggest advancements in communication has been the development of the
cellular phone. In the past, your only chance of reaching employees was when they were
at their desks, prompting endless games of “phone tag” as people tried to connect
during busy workdays. Now, workers are reachable no matter where they are, and even
during non-work hours. The development of smartphones has also greatly expanded the
types of business activities you can transact when out of the office, increasing
productivity and extending the workday.

Other Communication Devices

Phones are not the only high-tech communication devices, of course. Computers come
in a wide variety of configurations these days, including tablets, small-but-powerful
laptops, 2-in-1 devices that serve as either a laptop or tablet, and other variations. These
devices all have built-in wireless capabilities and can also be configured with mobile
communications, making them, in essence, large cell phones. Whichever device a
business person carries, it facilitates verbal, text and image communications.
Teleconferencing

High-speed data connections allow for the use of teleconferencing, virtual meetings held
over audio and video links. Teleconferencing can save substantial amounts of money
otherwise spent on travel by connecting important employees in far-flung branches
together to share ideas and information. The use of virtual whiteboards, communal
data-sharing platforms where remote users can interact as if around the same table,
further increase the possibilities of the virtual workplace.

Image Scanning

Document and image scanners allow workers to convert paperwork, plans, diagrams
and photos into electronic files quickly for storage and transmission. Instead of relying
on hand delivery of important documents across town or across the country, employees
can scan and send these files in a matter of seconds across the Internet. An architectural
firm could, for instance, scan updates to a plan, transmit it to the client, receive changes
and make alterations all before a messenger would have been able to make the first run
across town.

Radio Frequency Identification Tags

The development of radio frequency identification (RFID) has substantially changed the
field of business logistics and, paired with other business communication
advancements, has the potential to increase a company’s efficiency significantly. RFID
tags are small chips that respond to radio waves with encoded information, allowing
companies to tag and track items and materials. When an employee activates a scanning
device, all RFID tags within range will respond with their coded information, allowing
for quick updates of warehouse inventories and real-time tracking of shipments as they
pass through the supply chain. Being able to access inventory on demand allows
companies to take advantage of “just-in-time” shipping, providing products and
material only when needed to reduce warehousing requirements and reduce the
amount of excess stock stored at retail or office facilities.

6. Technology keeps employees engaged.

Technology keeps employees engaged in many different ways. It allows employees to

telecommute to work. It encourages collaboration between coworkers in businesses
through tools such as file sharing. It improves communication. It reduces stress by
allowing you to schedule important deadlines and meetings on your electronic calendar.
It also gives employees flexibility to perform work functions on your mobile device.

7. Tons of new resources exist that can improve your business.

Technology is growing fast, prices are dropping, and new innovations are being rolled
out constantly. If you haven't been consistently looking out for new technology to assist
you business, chances are that you have missed something. For example, the Comfort
Company implemented video conferencing technology that saved them time and costs
while improving relationships and communication. Savage Public Schools discovered
the need to totally revamp their technology and have since enjoyed an improved school
system. There certainly are technology solutions out there that can improve your
business.

8. Technology is necessary to succeed.

Whether you like it or not, technology is essential to business success. Employees rely
on it for day-to-day operations. Outside companies, clients, and prospective clients
evaluate you on your use of technology. HR relies on technology to train and develop
employees. Accounting employees rely on technology to complete payroll and execute
necessary monetary management functions. Management relies on technology to
communicate with those they supervise. Without technology, companies would almost
certainly fail to accomplish all that there is to do.

9. Technology increases the capacity of businesses.

Technology allows businesses to reach more people in less time. For example, here at
Pine Cove, we use a variety of technology mediums to communicate with our clients,
potential clients, and experts in the industry. We use technology to host monthly
webinars, to send out e-newsletters, and publish news and blogs. Technology also
increases the capacity of businesses to work together through technology such as
CRM's.

10. Technology saves time and money

Lastly, technology now performs many of the mundane tasks that employees used to be
expected to perform. This allows employees to focus their time elsewhere on more
important duties. This can save money by cutting back on employee expenses and
improving productivity.

Q2) Why is writing considered to be an important part of Business

communication? Explain.

A) What is business writing?

Business writing is a targeted form of writing designed to facilitate clear

communication within and between private organizations, their peers, and their
customers in order to produce desirable business results. Business writing can include
sales and marketing materials; training and educational content; communications like
emails and memos; reports and presentations; administrative materials like Standard
Operating Procedures; and more. In fact, “business” writing refers to any form of writing
that is used within a business environment.
Why is business writing important?

Writing is the primary way business gets done in today’s collaborative world. When it’s
done well, business gets done well. Well-written proposals lead to more revenue;
clearly written memos and reports lead to deeper insights; clever marketing materials
boost marketplace reputation. But when writing is not done well, it creates a slew of
business problems, undercutting business performance and the bottom line. That’s why
we believe it is the most important business skill.

1. Writing skills ensure effective business communication

Business correspondence helps a company connect with partners and stakeholders.

Everything you write must be tailored in a proficient, comprehensive, and informative
way. Thus, the receivers will clearly understand your message.

If a text is poorly written and structured, the subordinates will have troubles with
deciphering it. The message may be misinterpreted.

2. Writing skills make the difference between "good" and "bad" employees

If you are in college now, academic paper writing may seem a difficult task for you.
Many students cannot fit into the deadlines and hire services like EssayPro. Wait until
you need to craft a strong resume and cover letter. That is a real challenge. A document
filled with grammatical errors will never make a favorable impression.

Professionals are good at composing clear messages. Employers value such workers.
That’s why hiring managers recruit these individuals.

If you already have a job, practice writing skills in order to stand out among your co-
workers. Senior management is generally more favorably disposed towards an
employee who can create excellent documentation.

3. You demonstrate your intelligence

Even if your job doesn’t require a lot of writing, how you come across is crucial. A few
grammatical or punctual errors may seem minor. But people do notice. And they tend to
think that those who don't write well are less intelligent than those who do.

Don't let anyone dismiss you because of your poor writing skills. A few minutes of
proofreading can improve the way you are perceived. Flawless documents will present
you a smarter person than a colleague whose work is full of typos.

4. Good writers are credible

People with advanced writing skills are perceived as more reliable and trustworthy. It is
easy to prove. Imagine that you receive an email where you notice odd abbreviations
and misspelled words. What will be the first impression of the sender?

Two options are possible. And none is satisfactory for the sender. Either the person is
not competent and neglects proofreading or is simply unintelligent.

Aim to be perceived as credible in the workplace. It makes you dependable, assigned

with more responsibility, and a right candidate for promotion.

5. You can be more influential

Good persuasion skills help you to influence others to achieve your goals. Professors
assign their students to write persuasive essays in order to prepare them for the job
market by developing these significant skills.

If you are creating taglines and calls-to-action for your organization, you need to know
how to develop a copy that will encourage the reader to take action. If you are
describing an innovative idea that can improve a process to your manager, you should
sound convincing. Every paper must communicate your ideas effectively.

6. Business writing conveys courtesy

The content of formal business correspondence mirrors the same level of politeness and
considerate attention to detail that is shown in face-to-face interaction. A courteous
business letter expresses the writer’s personal respect for the receiver and the company
they work for.

Professionals take into consideration formatting and etiquette. They also pay attention
to their personal tone, clarity, and logic. They avoid poor word choice and grammar.
These things can come across as lazy or even rude.

7. Writing skills help to keep good records

Information that is communicated orally isn’t kept for long. That’s why students take
notes of lectures. As scholars use their notes to write essays, you can apply your records
in your work.

Saving information on paper is the best way of preserving it for years. In fact, the most
accurate knowledge that has reached us from many centuries back was from books.

8. You boost your professional confidence

Every business document has its purpose. You write a business proposal to attract
investors or find partners. You send emails to reach potential customers. You craft a
report to impress your boss.
When written communication leads a business to another successfully completed
project, you become more confident and inspired. And writing itself gets easier.

9. You promote yourself and your career

If you are the best business communicator in your office, coworkers will ask you to for
help in editing their writing pieces before they go to their supervisors. Word will get
around. If the company needs someone to draft effective emails, they will ask someone
who writes with clarity and accuracy. Guess who they will turn to?

The better your writing skills are, the more responsibility you will be given. That’s great
for you and your future career success!

10. Business writing builds a solid web presence

Business is all about presentation. Owners aim to set up an effective online presence. It
helps potential customers discover the company and its products. To attain this goal,
they create websites, blogs and social media accounts.

Quality content is a decisive factor here. A person who can present business in the best
light and convince people to buy products or services is an irreplaceable employee.

Advantages of Written Communication

Written communication helps in laying down apparent principles, policies and

rules for running of an organization.

It is a permanent means of communication. Thus, it is useful where record

maintenance is required.

It assists in proper delegation of responsibilities. While in case of oral

communication, it is impossible to fix and delegate responsibilities on the grounds
of speech as it can be taken back by the speaker or he may refuse to acknowledge.

Written communication is more precise and explicit.

Effective written communication develops and enhances an organization’s image.

It provides ready records and references.

 Legal defenses can depend upon written communication as it provides valid records.

Disadvantages of Written Communication

Written communication does not save upon the costs. It costs huge in terms of
stationery and the manpower employed in writing/typing and delivering letters.

Also, if the receivers of the written message are separated by distance and if they
need to clear their doubts, the response is not spontaneous.

Written communication is time-consuming as the feedback is not immediate. The

encoding and sending of message takes time.

Effective written communication requires great skills and competencies in language

and vocabulary use. Poor writing skills and quality have a negative impact on
organization’s reputation.

Too much paper work and e-mails burden is involved.

Q3) Explain the process of communication. How does it influence the process of
sending a message and receiving the feedback?

A) Communication Process

Definition: The Communication is a two-way process wherein the message in the form
of ideas, thoughts, feelings, opinions is transmitted between two or more persons with
the intent of creating a shared understanding.

Simply, an act of conveying intended information and understanding from one person to
another is called as communication. The term communication is derived from the Latin
word “Communis” which means to share. Effective communication is when the
message conveyed by the sender is understood by the receiver in exactly the same way
as it was intended.

The process of communication refers to the transmission or passage of information or

message from the sender through a selected channel to the receiver overcoming
barriers that affect its pace.
The process of communication is a cyclic one as it begins with the sender and ends
with the sender in the form of feedback. It takes place upward, downward and laterally
throughout the organization.
 The process of communication as such must be a continuous and dynamic interaction,
both affecting and being affected by many variables.
Communication process consists of certain steps where each step constitutes the
essential of an effective communication.

Communication Process

The communication is a dynamic process that begins with the conceptualizing of ideas
by the sender who then transmits the message through a channel to the receiver, who in
turn gives the feedback in the form of some message or signal within the given time
frame. Thus, there are Seven major elements of communication process:

1. Sender: The sender or the communicator is the person who initiates the conversation
and has conceptualized the idea that he intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he uses certain words
or non-verbal methods such as symbols, signs, body gestures, etc. to translate the
information into a message. The sender’s knowledge, skills, perception, background,
competencies, etc. has a great impact on the success of the message.
3. Message: Once the encoding is finished, the sender gets the message that he intends to
convey. The message can be written, oral, symbolic or non-verbal such as body gestures,
silence, sighs, sounds, etc. or any other signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he wants to
convey his message to the recipient. It must be selected carefully in order to make the
message effective and correctly interpreted by the recipient. The choice of medium
depends on the interpersonal relationships between the sender and the receiver and
also on the urgency of the message being sent. Oral, virtual, written, sound, gesture, etc.
are some of the commonly used communication mediums.
5. Receiver: The receiver is the person for whom the message is intended or targeted. He
tries to comprehend it in the best possible manner such that the communication
objective is attained. The degree to which the receiver decodes the message depends on
his knowledge of the subject matter, experience, trust and relationship with the sender.
6. Decoding: Here, the receiver interprets the sender’s message and tries to understand it
in the best possible manner. An effective communication occurs only if the receiver
understands the message in exactly the same way as it was intended by the sender.
7. Feedback: The Feedback is the final step of the process that ensures the receiver has
received the message and interpreted it correctly as it was intended by the sender. It
increases the effectiveness of the communication as it permits the sender to know the
efficacy of his message. The response of the receiver can be verbal or non-verbal.
Feedback Communication

Receivers are not just passive absorbers of messages; they receive the message and
respond to them. This response of a receiver to sender’s message is called Feedback.
Sometimes a feedback could be a non-verbal smiles, sighs etc. Sometimes it is oral, as
when you react to a colleague’s ideas with questions or comments. Feedback can also be
written like - replying to an e-mail, etc.

Feedback is your audience’s response; it enables you to evaluate the effectiveness of

your message. If your audience doesn’t understand what you mean, you can tell by the
response and then refine the message accordingly.

Giving your audience a chance to provide feedback is crucial for maintaining an open
communication climate. The manager must create an environment that encourages
feedback. For example after explaining the job to the subordinated he must ask them
whether they have understood it or not. He should ask questions like “Do you
understand?”, “Do you have any doubts?” etc. At the same time he must allow his
subordinated to express their views also.

Feedback is essential in communication so as to know whether the recipient has

understood the message in the same terms as intended by the sender and whether he
agrees to that message or not.

There are lot of ways in which company takes feedback from their employees, such as :
Employee surveys, memos, emails, open-door policies, company news letter etc.
Employees are not always willing to provide feedback. The organization has to work a
lot to get the accurate feedback. The managers encourage feedback by asking specific
questions, allowing their employees to express general views, etc. The organization
should be receptive to their employee’s feedback.

A manger should ensure that a feedback should:

 1. Focus on a particular behaviour - It should be specific rather than being general.
2. Impersonal - Feedback should be job related, the manager should not criticize
anyone personally.
3. Goal oriented - If we have something negative to say about the person, we should
always direct it to the recipients goal.
4. Well timed - Feedback is most effective when there is a short gap between the
recipients behaviour and the receipt of that feedback.
5. Use “I” statements - Manager should make use of statements with the words like
“I”, “However” etc. For example instead of saying”You were absent from work
yesterday”, manager should say”I was annoyes when you missed your work
yesterday”.
6. Ensure understanding - For feedback to be effective, the manager should make
sure that the recipients understands the feedback properly.
7. While giving negative feedback to the recipient, the manager should not mention
the factors which are not in control of the recipient.

Q4) Explain the verbal and non-verbal forms of business communication.

A) The communication process made of a message being sent and perceived by the
others. The message may be verbal or non-verbal. Communication means talking,
making friends, interacting with people, having relationships either private life
relationships or work related. Communicating with others is essential in leading a
normal life. We all communicate in our own way but we need to learn how to do it
effectively. Communication has two types, there is verbal communication and non-
verbal communication.

The verbal is includes oral communication mean that through words and writing. Verbal
communication is divided into written and oral communication. The oral
communication refers to speaking words in the communication process. Oral
communication can be face-to-face communication or a conversation over the phone or
on the Messenger chat over the Internet. Spoken conversations or dialogues are
affecting by voice modulation, volume and even the speed and clarity of speaking. The
Another type of verbal communication is written communication. Written
communication can be via letters, newspaper, mail, or email. The effectiveness of
written communication depends on the style of writing, grammar, vocabulary used,
clarity and precision of language.

Non-verbal communication is includes the body language or expressive behaviors of the

person who is doing, which will include the body posture, overall body movements, and
the hand gestures. The facial expressions are also play a major role while
communication since the expressions on a person’s face say a lot about his/her mood.
On the other hand gestures like a handshake, wave hand to say hello or goodbye, a smile
or a hug can independently convey emotions. Another example, a person want to show
uncertainty will make some sounds to mean that are not sure. Non-verbal
communication can also be in the form of pictorial representations, signboards, or even
photographs, sketches and paintings.
 Relationship Between Verbal and Non-verbal Communication

There are several ways in which the nonverbal behavior is seen clearly related to verbal
behavior. This relationship between verbal and non-verbal communication is one of
dependence and also of independence. There are nonverbal communicative acts that
are easily and accurately translated into words. Several gestures clearly illustrate this
relationship between verbal and non-verbal communication. For example, the gesture
of folded hands for namaste, the gesture of handshake, a smile, a frown, etc., are
generally translatable into words. There is also a class of nonverbal acts that are very
much a part of speech and serves the function of emphasis. Examples are head and hand
movements that occur more frequently with words, and phrases of emphasis. There are
acts which draw pictures of the referents tracing the contour of an object or person
referred to verbally. Yet another class of acts is employed for displaying the effects
(feelings). Another class refers to acts that help to initiate and terminate the speech of
participants in a social situation. These regulators might suggest to a speaker that he
keep talking, that he clarify, or that he hurry up and finish.

There are many ways in which the relationship between verbal and non-verbal
communication can be characterized. These are as follows:

1. The relationship between verbal and non-verbal communication is one of the latter
playing a supplementary role to the former. The non-verbal acts that are supplementary
to verbal acts may precede or follow or be simultaneous with the verbal acts. For
example, in many verbal acts one notices an accompaniment of one or more nonverbal
acts, such as gestures, facial expressions, and movement towards or away from the
addressee, to illumine the meaning of the former. While for any verbal acts such an
accompaniment may only be considered redundant, for several others, such and
accompaniment explicitness, clarity, emphasis, discrimination and reinforcement.
2. The relationship between verbal and non-verbal communication is also one of the
former playing a supplementary role to the latter. In many verbal acts, both in children
and adults, in normal’s with all the linguistic organs intact, and normal with some
handicap to the linguistic organs, as well as in abnormal individuals, nonverbal acts may
take precedence over the verbal acts in several ways. In the normal with all the
linguistic organs intact, occasions demand the use of nonverbal acts such as pantomime
and gestures for aesthetic purposes, and for purposes of coded (secret) communication.
Indulgence in nonverbal acts as primary medium is also necessitated by the distance
that separates the parties which can, however, retain visual contact while engaging
themselves in communication.
3. The relationship between verbal and non-verbal communication could be one of
correspondence as well. That is, there are several nonverbal acts that can be accurately
translated into words in the language of a culture in which such nonverbal acts are
performed. A handshake, shaking a fist at someone, a smile, and frown, etc., are all
nonverbal acts translatable into verbal medium in a particular language. The functions
of these nonverbal acts, context to context, are also codified in aesthetic nonverbal acts,
such as dance, sculpture and other arts. The correspondence is sometimes translatable
into words, sometimes into phrases and sentences, and several times translatable into
compressed episodes involving lengthy language discourses. But the correspondence is
there all the same and the import of this correspondence is shared between individuals
 within a community. There is also yet another correspondence of nonverbal acts in the
sense that similar nonverbal acts could mean different things in different cultures.
4. Yet another relationship between verbal and non-verbal communication is one of
dependence. A verbal act may depend for its correct interpretation entirely on a
nonverbal act. Likewise a nonverbal act may depend for its correct interpretation
entirely on a verbal act. In extreme circumstances, the former is caused because of
deliberate distortion of the verbal act, or because of the difficulty in listening clearly to
the verbal act, or because of the difficulty in reading with clarity what is intended to be
read in the written verbal message. Deliberate distortion is not found only in contrived
acts such as poetry or drama. It is done in day to day language itself. Distortion and
opacity of the verbal message are also required in certain socio-cultural contexts
wherein it is demanded that verbal acts be suppressed and made dependent on
nonverbal acts. The dominant nonverbal acts also depends on verbal acts for clarity.
This dependence also depends on verbal acts for clarity. It also occurs in daily life.
5. Verbal and nonverbal acts can be independent of one another. Something is
communicated through a verbal act. The continued manifestation of this communicative
act may be in the form of nonverbal acts. That is, in a single communicative act, part of
the message may be in verbal form and the rest in nonverbal, in an alternating way.
Each part is independent of the other. This is contrived in poetry and drama. It is also
found in every day life. An extreme form of this independence is the gulf that we notice
between what one says and what one does. Also prevarication both in word and deed
derives its strength, among others, from this feature.
6. Another relationship between verbal and non-verbal communication in one of non-
relevance. This is most commonly found in normal adult speech and its accompanying
gestures which are produced simply without any communicative intent. We move our
hands, snap our fingers, move our bodies while speaking, with these gestures having no
relevance to the speech we make. When this non-relevance between verbal and
nonverbal acts found in normal is shifted to non-relevance or irrelevance within the
single domain, within speech itself or within nonverbal act itself (during which
coherence in speech or act is lost), we start considering the individual abnormal in some
way. That is, non-relevance across the verbal and nonverbal media is normal, but non-
relevance within a single medium is abnormal. The non-relevance is idiosyncratic and
could be imitational as well. In the normal the excessive non-relevance of nonverbal
acts accompanying speech comes to hamper the understanding of the verbal acts.

Q5) What are the main organisational barriers to communication? Discuss.

A) Organizational Barriers

Definition: The Organizational Barriers refers to the hindrances in the flow of

information among the employees that might result in a commercial failure of an
organization.
 The major Organizational Barriers are listed below:

1. Organizational Rules and Policies: Often, organizations have the rule with respect to
what message, medium, and mode of communication should be selected. And due to the
stringent rules, the employees escape themselves from sending any message.
Similarly, the organizational policy defines the relationship between the employees and
the way they shall communicate with each other maintaining their levels of position in
the organization. Such as, if the company policy is that all the communication should be
done in writing, then even for a small message the medium used should be written. This
leads to delay in the transmission of the message and hence the decision making gets
delayed.

2. Status or Hierarchical Positions in the Organization: In every organization, the

employees are divided into several categories on the basis of their levels of the
organization. The people occupying the upper echelons of the hierarchy are superior to
the ones occupying the lower levels, and thus, the communication among them would
be formal. This formal communication may often act as a barrier to the effective
communication. Such as the lower level employee might be reluctant in sending a
message to his superior because of a fear in his mind of sending the faulty or wrong
message.
3. Organizational Facilities: The organizational facilities mean the telephone, stationery,
translator, etc., which is being provided to employees to facilitate the communication.
When these facilities are adequately offered to the employees, then the communication
is said to be timely, accurate and according to the need. Whereas, in the absence of such
facilities, the communication may get adversely affected.
4. Complex Organizational Structure: The communication gets affected if there are a
greater number of management levels in the organization. With more levels, the
communication gets delayed and might change before reaching the intended receiver.
Thus, communication is the key factor in the success of any firm, and the
communication is said to be effective when the employees interact with each other in
such a way that it results in the overall improvement of the self as well as the
organization.

Q6) What is the role of Interpersonal Communication in business organisations?

Explain giving examples.

A) What is interpersonal communication?

Interpersonal communication is a process where feelings, ideas, thoughts and

information are exchanged face-to-face between two or more person via verbal or non-
verbal means. Body language, tone of voice, facial expressions, listening, gestures,
expression and messages of one person are part of interpersonal skills and can be
improved with the help of feedback, knowledge and practice.

Interpersonal communication skills add inherent value to a conversation, improve

communication and take it to another level. In today’s competitive times it has proved
invaluable, potent and necessary in improving employee relationships in the workplace.

Types of interpersonal communication

Interpersonal communication skills take place under the following categories

1. Verbal Communication

When people communicate face-to-face or via a telephone with help of spoken words it
refers to verbal communication. It is a fact that only 7% of human communication or
information exchange takes place through verbal means whereas 38% is through a
para-verbal medium like pause, tone of voice, rhythm and intonation etc. What a person
is saying, how he is saying, what he is speaking, where is he putting emphasis and the
context is an integral part of verbal communication.

2. Written Communication

When you communicate with help of written words or symbols it refers to written
communication. The exchange of information in a business or a workplace may include
text messages, reports, memorandum, emails, letter and quick notes etc. In some cases,
people include emoji with the information to convey apt emotion in the statement. As
written words are legally binding than spoken words business entities prefer this type
of interpersonal communication skills in their workplace.

3. Listening
Listening is sometimes more important than speaking during a strong interpersonal
conversation. Remember hearing is not as same as listening because the first is
involuntary whereas the second is an intentional and voluntary action that needs full
focus. This type of interpersonal skills needs more effort and concentration to fulfil a
specific purpose.

4. Non-verbal Communication

Actions speak louder than words. When you communicate without the help of spoken or
written words it refers to non-verbal communication. Information in this type of
interpersonal communication can be easily achieved via postures, facial expression and
body language. It is a proven fact that the non-verbal communication messages are as
effective as verbal ones in the scheme of things as 55% of human communication are
through it. In an online conversation, it may be further categorized into two types. In
Synchronous communication, people respond in real-time and communication takes
place as soon as the receiver receives a message. In Asynchronous communication, a
person will not reply in real-time. The receiver may respond later at his convenience.

Importance of interpersonal communication

As we keeping on reading in quite many articles and blogs that a clear channel of
communication is vital for an organization. It results in the best of growth strategies and
assures long term success. Hence, it is quite vital for the management of the firm along
with its employees to understand the Importance of Interpersonal Communication. It
helps the organization to grow in leaps and bounds plus helps the employees to give an
edge to their career graph. It also helps them to expand their horizons in various
industry domains.

Importance of Interpersonal Communication at the workplace

1) The flow of thoughts and ideas

When the management of the firm along with its employees comprehend the
Importance of Interpersonal Communication there is a free flow and exchange of ideas
and thoughts during the formal and informal sessions. The results can be marvellous as
you never know which idea clicks and works wonders for the success and overall
growth of the organization.

2) Enhances teamwork

When the company and its management realizes the Importance and Interpersonal
Communication at the workplace and promote the same within its work culture, the
result is in the increased levels of team bonding. And team bonding results in the
enhanced teamwork by sharing the workload during stringent deadlines and having
each other’s back during tough and difficult times. The aspect of teamwork is very
significant for the organization as it is always a ‘We’ and never an ‘I’ that helps the
company to grow and climb the ladder of success. And the similar case applies to the
employees as well, as they get to learn something or the other from their peers and
contemporaries at work that helps them enhance their career graph.

3) Higher productivity

When there is an increased level of communication within the staff and the
management of the firm, the communication channels are open and clear. And again the
factor of teamwork and discussing all the issues and problems and finding out the viable
solutions together results in the higher levels of productivity. And with enhanced
productivity, the company is able and capable enough to attain its short term and long
term most effectively and efficiently.

4) Helps to solve problems and issues

Within the organization when the structure consists of quite many levels and
hierarchies, the problems and issues between the people are bound to occur. And they
can range from the competition, insecurities, jealousy and personal bias. When the
employees of the firm understand and follow the Importance of Interpersonal
Communication, they behave rationally and maturely and solve all the issues and
problems that exist. Plus they can also avoid the problems that may occur in the future
as well. And this trait and quality are beneficial for both, the company as well as the
employees.

5) Iron out the bottlenecks

Whenever there is a lot of quality work happening within the organization amidst
meeting the stringent deadlines and outlandish requirements from the customers or the
investors, bottlenecks have to arise. They are the challenges that help the organization
and its people grow, evolve, and flourish. And with the interpersonal communication
between the staff and between the staff and the management of the firm, bottlenecks
are ironed out with utmost ease, perfection, and a lot of learning experience. With the
proper flow of communication, thoughts, and ideas; the organization finds out some
amazing solutions to the toughest of the problems and bottlenecks. Hence, a dialogue is
quite necessary within the team and the overall culture.

7) Positive image

When the company realizes the Importance of Interpersonal Communication and holds
a fair and transparent communication with the stakeholders that includes investors,
vendors, and customers amongst others; it showcases the company in a positive light.
The company needs to have a strong and experienced spokesperson who understands
every detail and nuance of the brand and company as a whole. The management of the
firm can hold press conferences to address the issues and problems of the investors
plus make them aware of the progress of the firm.

8) Attracts investors and vendors

When the management follows the open and transparent channels of communication
throughout the entire hierarchy of the firm and with the other stakeholders as well, it is
always seen and perceived as a fair and a positive entity in the market. With the great
communication skills of the top management and employees, quality and expert
vendors like to get associated with the firm. Plus it also attracts a lot of investors that
helps the firm to attain its financial stability and the overall goals and objectives. To
attain higher profit margins and sales, the company does need strong support and
handholding of good vendors and stakeholders.

Examples of Interpersonal Communication

1. Phone calls

Can we imagine our lives without a phone or mobile device? People rely on it to a great
extent for sending messages in conversations in both personal lives and a business
setting. Phone calls are an important example of interpersonal communication as
without its help it would become impossible to communicate with employees in
business or workplace.

2. Meetings

Meetings are an important part of a business and are considered a prime example of
interpersonal communication. These were generally conducted face-to-face but with
changing scenario because of the pandemic Zoom meetings have become an all-time
favourite of an employee in a workplace.

3. Emails and texting

Emails and texting have shown people how to communicate with least effort and in
considerably less time. Email is an important example of communication as it has
proved handy in both personal and professional life.

4. Presentations

Presentations remain an important example of communicating in the business setting. It

is a fact that a good presentation will work wonders and can encourage the team to give
their best during business meetings

Q7) what are different types of verbal communication?

A) What are the 4 types of verbal communication?

When you use different ways of speaking, you can communicate ideas or express
emotions more effectively. In verbal communication, you express ideas aloud to another
person. The information you may convey during a conversation also includes the tone of
your speech. Below are the four types of verbal communication:
1. Interpersonal

One-to-one communication takes place when individuals exchange information, such as

ideas or opinions, in words. Here, two or more people take turns sending and receiving
information. The exchange of information can happen in face-to-face meetings, on the
phone or via online platforms. Strong interpersonal communication can add value to a
conversation and enhance personal interactions. When using interpersonal
communication, it's important to be mindful of your tone of voice, gestures, expressions
and body language, as they may convey a motive behind your words.

2. Intrapersonal

Intrapersonal communication is communication that occurs internally. It may include

self-talk, acts of imagination, visualisation or recall, where an individual processes their
thoughts. Interpersonal communication can play a crucial role in various social and
personal functions. This type of communication can remain a personal introspection, or
it can lead you to communicate verbally.

3. Small group communication

Small group communication may happen when more than two people are present. Here,
the number of participants may be small enough to allow each person to interact or
converse with others. Small group communications usually focus on completing specific
tasks or accomplishing certain goals. Board meetings, weekly team meetings and press
conferences are typical examples of small group communication. In the workplace,
small group communication may help individuals perform informal roles, collaborate,
and develop a sense of belonging.

For small group discussions to be successful, members may have to discuss a specific
issue. Member attributes can play a role in small group formations. For example, a
person who understands the group's task may emerge as a leader and recruit members,
then assign roles that affect the group's structure. The size, structure, identity and
interaction pattern may all influence small group communications.

4. Public communication

This method of communication usually takes place when one person talks to many
people, such as a crowd. Public speeches during election campaigns are good examples
of public communication. In most cases, the information goes in one direction. There is
usually a person who addresses or conveys information to many recipients. With public
communication, the speaker may try to disclose and explain an idea to an audience. A
good example is a lecturer giving a speech at an industry conference. Disseminating
crucial information to the masses via TV and radio can be an integral part of public
communication.
Q8) what is non verbal communication?

A) Definition: The Non-Verbal Communication is the process of conveying meaning

without the use of words either written or spoken. In other words, any communication
made between two or more persons through the use of facial expressions, hand
movements, body language, postures, and gestures is called as non-verbal
communication.

The Non-Verbal Communication, unlike the verbal communication, helps in establishing

and maintaining the interpersonal relationships while the verbals only help in
communicating the external events. People use non-verbals to express emotions and
interpersonal attitudes, conduct rituals such as greetings and bring forward one’s
personality.

The non-verbal communication in the form of signals, expressions add meaning over the
verbals and help people to communicate more efficiently. It supplements whatever is
said in words, such as people nod to acknowledge and move their hands to give
directions.

The non-verbal communication defines the distance between the communicators and
helps them to exchange their emotional state of mind. Also, it regulates the flow of
communication, for example, an individual can give signals to convey that he had
finished speaking or else he wants to speak.

Sometimes, the non-verbals acts as a barrier to communicating effectively as the

recipient could not understand what the sender is trying to say and may interpret it
wrongly.

Q9) What is formal communication in the work place? What is informal

communication?

A) What is formal communication?

Formal communication refers to the flow of official information through proper,

predefined channels and routes. The flow of information is controlled and needs
deliberate effort to be properly communicated. Formal communication follows a
hierarchical structure and chain of command. The structure is typically top down, from
leaders in various departments and senior staff in the organization, which funnel down
to lower level employees. Employees are bound to follow formal communication
channels while performing their duties.
Formal communication is considered effective as it is a timely and systematic flow of
communication.

What is informal communication?

In comparison, informal communication refers to communication which is multi-

dimensional. Informal communication moves freely within the organization and is not
bound by pre-defined channels and communication routes. Informal communication is
particularly quick. Informal communication is far more relational than formal
communication and is by nature, a very natural form of communication as people
interact with each other freely and can talk about a diverse range of topics, often
extending outside of their work duties. Due to the inherent nature of informal
communication, it moves a lot faster and does not have a paper trail.

Informal communication in the workplace is often called the ‘grapevine’ and generally
begins with employees through social relations. In many cases informal
communications can turn to formal communication if they are added in to the formal
communication information flow of a company.

Informal communication is considered effective as employees can discuss work-related

issues which saves the organization time and money. It also helps to build more
productive and healthy relationships in the workforce.

Key differences between formal and informal communication

Reliability: Formal communication is the more reliable form, as there is a paper trail.
Compared to informal communication which has comparatively less reliability, and is
very unlikely to have a paper trail.

Speed: Formal communication is slower, sometimes feeling unbearably slow due to

bureaucracy. On the other hand, informal communication is very quick, often being
instantaneous.

Time-Consuming: Formal communication requires a number of different processes

before the whole communication flow is complete, whereas informal communication
requires very little process time.

Information Flow: Information through formal communication is only through

predefined channels, whereas information through informal communication moves
freely.

Secrecy: Secrecy is maintained with formal communication, whereas informal

communication makes it hard to maintain full secrecy due to its reliance on individuals.

Advantages of using formal communication at workplace:

1. Authority: Formal communication ensures a proper channel of information flow
between the superior and their corresponding subordinates. This results in a clear
establishment of line of authority and workflow. Making responsibilities clear for
subordinates is very efficient in this form of communication.
2. Effective and clear communication: The communication is a direct transfer of
information between the managers, employees and the organization. This brings clarity
to the responsibility and what is expected of them for the welfare of the organization.
This also establishes clarity on when and where information download is required to
perform a job.
3. Order of information flow: This form of communication establishes an orderly
information flow. Working on an environment where the information flow is from
different places in an unorderly manner creates ruckus and chaos. This brings down the
efficiency of the work. Maintaining a formal communication helps in having an orderly
information flow as the line of superiority is established in this way.
4. Single source of information: The work of the employee is solely dependent on the
cross functional support and the information flow between the teams. Any decision and
results are based on the information received. On not having a single repository of
information makes life tougher for the team and individuals to address the problem at
hand. The approach towards problem solving is blurred due to lack or insufficiency or
the effectiveness of the information at hand. Formal communication emphasizes on
having not only orderly flow of information but also ensures that the information has an
easily accessible single knowledge base which can be trusted based on facts.

Types of formal communication

There are four major ways an organization can use formal communication:

Downward communication: This is the most common type of formal communication

and represents the flow of information from the company's management to its
subordinates. It usually consists of various instructions and orders that are passed
down in written or oral form, through reports, memos, emails, manuals and others.

Upward communication: This is the opposite of downward communication and

therefore represents the messages passed from subordinates to management. It can
take various forms, such as requests, reports, complaints and suggestions.

Horizontal communication: Also known as lateral communication, this type of formal

communication takes place between coworkers who have different roles but are on the
same hierarchical level within the organization. Communication between managers of
different departments within the same organization is typically the most common
example of horizontal communication.

Diagonal communication: Also known as crosswise communication, diagonal

communication is when employees who work for different departments within the
same organization and are also on different hierarchical levels formally communicate
with each other. It usually consists of various employees communicating with managers
of different departments, such as HR, marketing or finance.

Q10) how can grapevine can be used in an organisation or company?

A)

Grapevine is an informal channel of business communication. It is called so because it

stretches throughout the organization in all directions irrespective of the authority
levels. Man as we know is a social animal. Despite existence of formal channels in an
organization, the informal channels tend to develop when he interacts with other
people in organization. It exists more at lower levels of organization.

Grapevine generally develops due to various reasons. One of them is that when an
organization is facing recession, the employees sense uncertainty. Also, at times
employees do not have self-confidence due to which they form unions. Sometimes the
managers show preferential treatment and favour some employees giving a segregated
feeling to other employees. Thus, when employees sense a need to exchange their views,
they go for grapevine network as they cannot use the formal channel of communication
in that case. Generally during breaks in cafeteria,the subordinates talk about their
superior’s attitude and behaviour and exchange views with their peers. They discuss
rumours about promotion and transfer of other employees. Thus, grapevine spreads
like fire and it is not easy to trace the cause of such communication at times.

Examples of Grapevine Network of Communication

1. Suppose the profit amount of a company is known. Rumour is spread that this
much profit is there and on that basis bonus is declared.
2. CEO may be in relation to the Production Manager. They may have friendly
relations with each other.

Pros and Cons of Grapevine Communication

Advantages of Grapevine Communication

1. Grapevine channels carry information rapidly. As soon as an employee gets to

know some confidential information, he becomes inquisitive and passes the
details then to his closest friend who in turn passes it to other. Thus, it spreads
hastily.
2. The managers get to know the reactions of their subordinates on their policies.
Thus, the feedback obtained is quick compared to formal channel of
communication.
3. The grapevine creates a sense of unity among the employees who share and
discuss their views with each other. Thus, grapevine helps in developing group
cohesiveness.
4. The grapevine serves as an emotional supportive value.
 5. The grapevine is a supplement in those cases where formal communication does
not work.

Disadvantages of Grapevine Communication

1. The grapevine carries partial information at times as it is more based on

rumours. Thus, it does not clearly depicts the complete state of affairs.
2. The grapevine is not trustworthy always as it does not follows official path of
communication and is spread more by gossips and unconfirmed report.
3. The productivity of employees may be hampered as they spend more time
talking rather than working.
4. The grapevine leads to making hostility against the executives.
5. The grapevine may hamper the goodwill of the organization as it may carry false
negative information about the high level people of the organization.

A smart manager should take care of all the disadvantages of the grapevine and try to
minimize them. At the same time, he should make best possible use of advantages of
grapevine.

Managing Grapevine Communication

The management can use grapevine communication to supplement the formal channels
of communication. Though it carries some degree of error and distortion, efforts can be
made to correct it. Ignoring the grapevine is nothing but to ignore a valuable source of
communication. The management can eliminate its negative consequences and, at the
same time, it can nourish its positive benefits. The managers have to learn to manage
and control it.

1. The management can open up all the channels of organizational communication to

present the facts positively before the employees and thereby can fight the negative
messages with the positive weapons of facts and figures.
2. Better job design and better quality of work life can easily bring the grapevine under
the control of the management.
3. It also prevents the boredom, idleness and suspicions among the employees.
4. The negative consequences of the grapevine can be easily eliminated if the management
is successful in creating trust-relationship with the employees.
5. The rumors flourish beyond limits when the employees are not well informed by the
management regarding the policies, objectives and the work procedure of the
organization. The inadequate access to information and the feeling if insecurity is the
reasons behind the negative outcomes of the grapevines. The managers must give their
employees an adequate access to information and the feeling of security.
6. The rumors spread when the situations are unpredictable, unstructured, unplanned and
are beyond the control of a person or the persons who are involved in them. Therefore,
the best way to manage and control it is to provide accurate and substantial information
of the situations to the employees. The managers should pick up the false rumors and
dispel them by providing correct information.
7. Before taking any decision or action, the managers must consider its possible effects on
the informal groups and systems in the organization.
8. The management can use the grapevine as a barometer of the public opinions in the
organization or to feel the pulse of the employees in a particular situation. This will
surely help them to take right policy decisions.
9. In the formal activities of the organization, the management should avoid threatening
the informal groups, which are responsible in spreading the grapevine effectively.
10. The management should find out the people in the informal groups who are more active
on grapevine. These people should be accurately and adequately informed so that the
false rumors causing excitement and insecurity do not spread among the employees.
11. The management should remember that the workplace community is maintained not
only by the work itself but also by the informal human relationships. Therefore, the
manager should honestly try to integrate their interests with those of the informal
groups.

Q11) what is effective conflict resolution?

A) What is conflict resolution?

Conflict resolution is a way for opposing parties to find a peaceful solution to their
disagreement that leaves all parties reasonably satisfied.

Conflict resolution can be done formally or informally in workplaces and is known to

facilitate the following:

Build strong relationships

Effective conflict resolution skills can serve to reduce any discontent that could damage
working relationships, facilitate better collaboration between coworkers and, as a
result, construct strong working relationships between employees.

Maintain morale

Resolving conflicts effectively can prevent tension between disagreeing employees from
spreading to other employees not involved in the original conflict. A quick, amicable
resolution can help maintain peace and morale in the workplace and prevent
disruptions in productivity.

What are the 5 conflict resolution strategies?

There are five common methods to resolve conflicts in the workplace:

Accomodating

Avoiding

Compromising
Collaborating

Competing

1. Accommodating

This method of conflict resolution, also known as smoothing, involves one party
acquiescing, giving the opposing party exactly what it needs to resolve the problem.

In some cases, accommodating can be an appropriate resolution to conflict. For

example, if your opinion on the matter is not very strong, it is often easier to comply.
This method allows you the chance to resolve a problem in the short term while
working toward a long-term solution.

2. Avoiding

This method involves simply ignoring the fact that there may be a conflict. People tend
to avoid conflict when they do not wish to engage in it. Avoiding allows them to ignore
that there is a problem.

There are situations in which avoiding conflict can be an appropriate response, such as
when there is no clear solution or a frustrated party needs time to calm down before
confrontation. However, avoidance can require more effort than merely facing the
problem and can cause friction between the disagreeing parties.

3. Compromising

Also known as reconciling, compromising seeks a mutual agreement to settle a dispute.

Both parties willingly forfeit some of their conditions in the interest of reaching an
agreement. This can be a quick way to resolve a conflict without it becoming a bigger
issue. Compromise can also be used as a temporary method to avoid conflict until the
parties involved can implement a more permanent solution.

It is appropriate to compromise when it would not be possible to make both sides

completely happy while still moving forward.

4. Collaborating

Like the compromising method, collaboration involves working with the other party to
find a mutually agreeable solution to a problem. For example, a salesperson and client
may work together to negotiate contract terms until both parties find it agreeable.

5. Competing

Competing is an uncooperative, overly assertive method used by people who insist on

winning the dispute at all costs. This method is not often identified as bringing
satisfactory resolutions, as it doesn’t allow for collaborative problem-solving.
How to use conflict resolution in the workplace

To avoid or resolve conflicts that have the potential to negatively influence the
organization’s productivity, follow these steps to find the best solution possible:

1. Separate the person from the problem

Remain focused on the issue at hand, avoiding personal emotions during this discussion.
Talk through the problem professionally without attaching a particular person or group
to it.

2. Meet on neutral ground

Clarifying a problem or discussing a resolution should be carried out in a safe, neutral

environment to facilitate a positive outcome. If possible, have an objective party act as a
mediator to ensure a professional and respectful interaction and helping to separate
facts from feelings in the discussion.

3. Brainstorm to create a list of possible solutions

Collectively explore all possible ideas for a mutually favorable outcome. All parties
should be given ample opportunity to share their thoughts.

4. Agree on a solution

After visiting each possible option, determine which one will be the most favorable to
everyone involved. Each party should provide an acknowledgment that the proposed
solution is the best one possible.

Q12) Discuss the meaning and importance of listening.

A) Listening is an active process where patience, compassion, and determination play

significant roles. Human behavior is such that it tends to block out most of the noises in
the surroundings. It needs concentration to absorb the words and process its meaning
so that it can make some sense. The process of listening promotes participation in a
conversation to foster better relationships. It also assists in building trust,
strengthening ties, resolving issues and most importantly inspiring people by making
them realize you are giving due consideration to the words and are attentive towards
the speaker.

Listening is not to be confused with the hearing because the first is an interpretative
action that is intentional, whereas the latter is a biological action often done
subconsciously. The importance of listening goes far beyond the scope of professional
or personal environment. It is a soft skill that gradually cultivates so that it becomes an
inherent quality in the human system. It facilitates good self-esteem to optimize
productivity.
It is a proven fact that people are least bothered about listening. They tend to forget that
hearing is not listening and what you hear you do not have to recap but when you listen
you are doing it for effective communication and hence have to recall whatever is being
said.

At least 70% – 80% of the people listen without the intent to understand; they want to
listen to reply without due consideration about the subject. Listening is an active
process where you have to decide to hear consciously, understand the tone, meaning,
and body language and lastly respond effectually.

1. Listening develops interpersonal relationships

Listening is often considered a behavioral process where the listener makes a conscious
effort to hear and understand the words to respond in a both non-verbal and verbal
manner later on. It can happen when two individuals meet where one is the speaker and
the other listener or in groups where the majority of people listen to what is said. When
the speaker sees that someone is making an effort to listen to his words, it boosts his
confidence level. He feels valued, and it encourages respect and trust.

The speaker, in turn, becomes more attuned to the listener and ultimately offers him
cooperation at most levels. It is a fact that when people tend to listen the quality of the
conversation becomes deeper and better. An intimate and close connection develops
that can lead to positive relationships.

It helps the speaker to put across his message more confidently and this results in a
meaningful conversation that proves beneficial to both the parties. The importance of
listening is that it develops interpersonal relationships and encourages mutual respect
and understanding.

2. Listening helps to uncover underlying issues

Listening to a conversation helps in sending a strong message to the person with whom
you are interacting. It shows your 100% involvement and your intent to understand and
communicate on the given topic. A listener has the ability to influence a person and
bring him to his way of thinking without saying a word with the help of non-verbal
communication, for instance, a nod here and there and a sigh if displeased or a smile
when pleased about the situation.

These non-verbal cues are excellent indicators of an intimate and meaningful

conversation and tend to influence the speaker greatly. The listener can learn more
about the topic by paying attention to the words along with the body posture of the
speaker. He proves persuasive as he can motivate and influence in a manner that he
wants to.
The importance of listening is that it helps the listener to uncover hidden and
underlying issues that he would not be able to do if he insisted only on speaking
because then the speaker would have shut down and it would have been impossible to
decipher anything from his verbal or non-verbal communication.

3. Listening develops communicating skills

Listening is an important life skill that is considered fundamental to interactions

between human beings. If you are looking to become an excellent communicator, then
the first thing you should do is start listening with your eyes and ears open.

An excellent communicator is not the one who can put across his thoughts and convince
others forcefully but the one, who listens, understands, grasps and encourages
conversation from both ends. It is good listening skills that demonstrate that a person is
interested and is listening with the intent to participate.

In most cases, listening has proved to be a crucial factor in encouraging productive

communication. It also helps the listener to see the contribution of the other party and
whether he is adding any important idea, action or thought to the interaction that will
prove meaningful and fruitful in the long run.

The importance of listening is that it develops and hones excellent communicating skills
and helps to see things in a different light.

4. Listening helps to gather facts

When someone listens to a conversation, he can collect the information that might have
been invisible in other circumstances. The non-verbal communication is as important as
the verbal one and helps to absorb facts. Gathering them will keep you in the loop and
avoid jumping to unnecessary conclusions. When a person does not assume things, he
can make informed decisions without worrying about the hows and whys. His attention
is on the things he wants to communicate effectively.

Remember if the listener is intuitive, he will look for the story behind the words so that
he can cash in a viable opportunity. The importance of listening is that it helps to gather
facts and make discoveries that can have both a direct and indirect impact on the
present as well as future dealings.

Q13) Differentiate between Upward Communication and Downward

communication. Illustrate your answer with the help of examples.

A) Definition of Upward Communication

When the flow of information in an organisation, is from lower levels of the corporate
ladder to the upper levels, is named as upward communication. This form of
communication, helps employees, to express their views, ideas or grievances with the
top management. It is possible only in a democratic environment, wherein employees
have a say in management.

Upward communication flows from subordinate to superior, which helps in the increase
in acceptance of management decision by the subordinates. However, it suffers from
various limitations like the long chain of command, lack of confidence in superiors, fear
of criticism, lack of common sharing, etc.

In this type of communication, the message can be transmitted either through oral
media – employer-employee meeting, grievance procedure, open door policy, etc. and
written media – reports, letters, complaints, suggestions, etc.

Definition of Downward Communication

Downward communication can be defined as a transmission of information and

messages from the top level executives to the low-level employees. This means that the
communication is initiated by the highest level of management in the corporate ladder,
to convey orders, instructions, warnings or responsibilities to the subordinates working
in the organisation.

Downward communication is helpful for the managers in informing the employees, the
vision, mission, goals, objectives, policies and procedures of the organisation. It can take
the form of oral communication – as face-to-face conversation, meetings, speeches,
conferences, etc. and written communication – handbook, notices, circulars, digital
news display, warnings and so forth.

This type of communication suffers from various shortcomings like filtration of

message, misunderstanding and confusion, the reliability of the source, distortion of the
message, unclear message, message overload, etc.

Key Differences Between Upward and Downward Communication

The difference between upward and downward communication can be drawn clearly on
the following grounds:

The type of communication which is initiated by the lower level employees, to convey
their message or information to the upper-level management of the organisational
hierarchy is known as upward communication. Conversely, when the transmission of
information takes place through the organisation’s formal chain of command, then the
communication is known as downward communication.

The nature of upward communication is participative one, which invites subordinates to

share their views and opinions with the top management. On the other end, the
downward communication is authoritative in nature that tends to direct subordinates
regarding the mission and goals of the company.
Upward communication is used to make complaints or appeal, give feedback, opinions
and suggestions. Unlike, downward communication, which is used to give orders,
commands, warnings, advice or assign responsibilities.

Upward communication is more time consuming than the downward communication,

as the latter is empowered by authority and is time bounded.

The occurrence of upward communication is occasional, while the occurrence of

downward communication is frequent.

The common forms of upward communication are reports, direct letters and proposals.
On the contrary, the common forms of downward communication are orders, circulars
and notices.

Q14) What skills are most important to be effective at the workplace? How can
those be improved?

A) What are soft skills?

Soft skills are the skills you possess that go beyond your technical, measurable abilities.
Soft skills focus more on your social, leadership, communication and problem-solving
skills, among others. While hard skills are composed of the training and knowledge
you've grown during the course of your career, soft skills are how you work with others
and on your own. Although soft skills are more personality-based, you can still improve
them.

1. Be open to feedback

A large part of improving your soft skills is being open to feedback you may receive
from supervisors, managers and even coworkers. When you're open to feedback, you
can be better able to receive constructive criticism and use that information to improve
in your workplace role, including your soft skills. You may receive feedback on your
communication skills, ability to work in a group, time management, leadership potential
and more. As you're receiving feedback, consider thanking the individual who's
providing it and developing a plan, either with yourself or through speaking with a
manager, to improve and learn.

2. Communicate often

Effective communication is a soft skill that benefits everyone in the workplace. Although
you may have tasks and responsibilities that don't require the help of anyone else in
your office, take the opportunities you have to form relationships with those around
you. Communicate often to develop this soft skill. This includes communication face-to-
face, through email and in presentations to a group. Since nearly every method of
communication differs from another, it's important to communicate through various
means so your communication soft skills are more well-rounded.

When you communicate, think about how you're addressing others, how clear your
message is, your body language and your tone of voice. You'll also be able to see how
others communicate and take tips and techniques from them to find a communication
style that works for you.

3. Emphasize teamwork

When you engage in good teamwork, you show your employer that you are great at
collaborating with others. Teamwork could occur in a group setting for a presentation
or one-on-one with another coworker to complete a shared task. During a shared task
or daily responsibility, allow each member of the group to contribute their share and
celebrate the different skills and personalities of the group. When you emphasize
teamwork, you open yourself up to learning opportunities from your coworkers while
improving your own skills.

4. Build positive relationships

A lot of the soft skills you use in the workplace rely on the relationship you have with
other employees and managers. You can build positive relationships with your
coworkers by engaging in a genuine conversation about their weekend plans, family,
hobbies and interests. Try to find ways to connect with them over a shared experience.
If you work in a department with multiple people, consider asking everyone if they
would be interested in going out for a group lunch on Friday.

Stepping away from the office is a nice way to be able to connect with them on a
personal level. This may assist you professionally because you'll know their personality
a bit more and have the ability to understand how it factors into their work ethic.

5. Step outside of your comfort zone

As with anything you want to improve, it's important to step outside of your comfort
zone and take on something new. This may be a new setting, new responsibilities or a
leadership role. You can even offer to be the one in your group who gives the project
presentation as a way for you to improve your public speaking skills. Placing yourself in
unfamiliar territory professionally has the potential to showcase to your manager how
seriously you take your job and allows you to learn something completely new.

6. Get ready to learn

As you go through your process of improving any soft skill, you may encounter setbacks,
but you'll likely encounter many successes too. In either case, what's important is that
you learn from them.
For example, if you are in charge of a project and are working on your leadership and
collaboration soft skills, consider taking time after the project is complete (or even in
phases during it) to gather feedback on your leadership and how the project could
improve next time. The people you work with are best able to evaluate how the project
went and offer their feedback based on prior experiences.

7. Adapt to workplace changes

It's common for a workplace to go through fluctuations in anything from the office staff
to workplace procedures, and one way to improve your soft skills is to be adaptable.
Adaptability is also an important soft skill to have so you can come up with alternative
solutions to any workplace issues that may arise. Be open to learning new technologies
when they're released and assist with training newcomers to the organization.

8. Observe others

One of the strongest ways you can improve your soft skills is by observing others
around you. This can mean paying attention to managers, coworkers and employees
from other departments. Observe the way they complete a task, including how they
interact with others and their individual process, which may involve many soft skills.
It's important to be open to learning from others, as everyone comes to the workplace
with their own set of hard and soft skills.

9. Work through conflict

It's not uncommon for there to be conflict in the workplace, but how you work through
it is what matters. When conflict arises, think of alternate ways to resolve it so you can
continue your relationship with coworkers, learn from each other and continue to be
productive as teammates. All members of the organization benefit from a collaborative
work environment, and you can display your abilities as a team player and capabilities
as a leader.

Q15) how can a conflict be positive in meetings?

A) Conflict is often something that we try to avoid. It is often viewed as hostile,

frustrating, negative, uncomfortable, and “win or lose” in its outcomes. So what does it
mean when conflict is classified as being “positive”?

Positive conflict does not mean that the conflict was good, but rather that the
occurrence of that conflict led to something beneficial. Positive conflict is constructive in
nature. It produces new ideas, solves continuous problems, provides an opportunity for
people and teams to expand their skills, and fosters creativity. When opposing ideas are
explored, a breakthrough of thinking can occur. Without conflict, you have “groupthink,”
which discourages innovation.
So as a leader, how can you make conflict positive?

Promote an integrative approach to managing team conflicts. Attempt to pursue a

common goal, rather than individual goals. Openly and honestly communicate with all
team members. When conflict is avoided or approached on a win/lose basis, it becomes
unhealthy and can cause low morale and increased tension within your teams. As a
leader, focus on finding ways and solutions in which all team members “win.”

Foster a culture in which differences of opinion are encouraged, placing emphasis on

the common goals among your team, employees, and departments. Many times, people
place a focus on the differences in opinions, rather than focusing on goals that they have
in common. Encourage your team to be inclusive of others and speak up when they
disagree or have a different opinion. As a leader, you must be willing to reward and
thank those who are willing to take a stand and support their position. Positive conflict
and a culture that supports it go hand-in-hand.

Training! Provide your employees with opportunities to grow and enhance their
problem solving, conflict resolution, non-defensive communication, interpersonal
communication skills, and even diversity and inclusion training. The benefit is your
employees’ comfortability in situations where conflict arises and working with people
who have different styles. Training can also reduce the likelihood of conflict. If you
detect that tension and negative conflict are affecting your workplace harmony, conflict
resolution management and meetings can combat the negative impact it can have on
your team.

Q16) What do you understand about presentation skills? What is the role of visual
aids in presentation?

A) Presentation skills can be defined as a set of abilities that enable an individual to:
interact with the audience; transmit the messages with clarity; engage the audience in
the presentation; and interpret and understand the mindsets of the listeners. These
skills refine the way you put forward your messages and enhance your persuasive
powers.

The present era places great emphasis on good presentation skills. This is because they
play an important role in convincing the clients and customers. Internally, management
with good presentation skills is better able to communicate the mission and vision of
the organization to the employees.

Importance of Presentation Skills

Interaction with others is a routine job of businesses in today’s world. The importance
of good presentation skills is established on the basis of following points:
They help an individual in enhancing his own growth opportunities. In addition, it also
grooms the personality of the presenter and elevates his levels of confidence.

In case of striking deals and gaining clients, it is essential for the business professionals
to understand the audience. Good presentation skills enable an individual to mold his
message according to the traits of the audience. This increases the probability of
successful transmission of messages.

Lastly, business professionals have to arrange seminars and give presentations almost
every day. Having good presentation skills not only increases an individual’s chances of
success, but also enable him to add greatly to the organization.

How to Improve Presentation Skills

Development of good presentation skills requires efforts and hard work. To improve
your presentation skills, you must:

Research the Audience before Presenting: This will enable you to better understand the
traits of the audience. You can then develop messages that can be better understood by
your target audience. For instance, in case of an analytical audience, you can add more
facts and figures in your presentation.

Structure your Presentation Effectively: The best way to do this is to start with telling
the audience, in the introduction, what you are going to present. Follow this by
presenting the idea, and finish off the presentation by repeating the main points.

Do a lot of Practice: Rehearse but do not go for memorizing the presentation. Rehearsals
reduce your anxiety and enable you to look confident on the presentation day. Make
sure you practice out loud, as it enables you to identify and eliminate errors more
efficiently. Do not memorize anything as it will make your presentation look
mechanical. This can reduce the degree of audience engagement.

Take a Workshop: Most medium and large businesses allow their employees to take
employee development courses and workshops, as well-trained employees are essential
to the success of any company. You can use that opportunity to take a workshop on
professional presentation skills such as those offered by Langevin Learning Services,
which are useful for all business professionals, from employees to business trainers and
managers.

There are four types of learners: visual, auditory, kinesthetic (movement), and tactile.
Some people can hear a lecture and remember every word. Other people pick things up
much more effectively if they’re able to see a graphic, a picture, or a chart. Getting
people moving around or touching materials during a presentation is rarely a good
option, but you should always be able to reach both the auditory and visual learners.
 The more senses that you can engage during a presentation, the more effectively you’ll
reach your audience. While your spoken content, organization, and tone of voice are all
important, visual aids are also a key component of a memorable and compelling
presentation.

A picture is truly worth a thousand words. When your audience both hears your point
and sees a visual representation of what you’re talking about, you more or less double
the odds that they will retain the information. Visual aids also ensure that you’re not the
presenter who just reads every word off of their PowerPoint slides.

That said, you don’t want to get caught up in gimmicks when giving a presentation. If
you spend all of your time adding sound effects, video transitions, and funny images to
your presentation, your audience might get caught up in the optics and lose track of the
content. As in most things in life, balance is key.

Here are a few ways that you can effectively incorporate visual aids in your next
presentation:

Find a stock image or two that lets you depict a core metaphor or theme from your
presentation.

Turn any data from your presentation into a visual chart.

Set PowerPoint aside and try a more stylish and visual presentation tool like Prezi.

Get things started with a short video clip from YouTube. Keep any clips to 30 seconds or
less, ideally, and be sure to cue the video to start at the correct point.

Keep in mind that any visual aid used in your presentation should add to the content,
not detract from it. It should serve a purpose.

To learn more about how to effectively use visual aids, contact us about our Chicago
executive speech coaching. An executive speech coach can help you move your career
forward by giving you the skills and confidence to deliver effective, organized, and well-
spoken presentations. Whether you have an upcoming meeting with a big investor or
need to prepare for a salary negotiation with your boss, give us a call to learn more
about our Chicago presentation training.

Q17)what is report? The characteristics of a good Report?

A) The report provides factual information depending on which decisions are made. So
everyone should be taken to ensure that a report has all the essential qualities which
turn it into a good report. A good report must have the following qualities:

 Precision
 In a good report, the report writer is very clear about the exact and definite purpose of
writing the report. His investigation, analysis, recommendations, and others are
directed by this central purpose. The precision of a report provides the unity to the
report and makes it a valuable document for best usage.

 Accuracy of Facts

The information contained in a report must be based on accurate fact. Since decisions
are taken on the basis of report information, any inaccurate information or statistics
will lead to wrong decision. It will hamper to achieve the organizational goal.

 Relevancy

The facts presented in a report should not be only accurate but also be relevant.
Irrelevant facts make a report confusing and likely to be misleading to make a proper
decision.

 Reader-Orientation

While drafting any report, it is necessary to keep in mind about the person who is going
to read it. That’s why a good report is always reader oriented. Readers’ knowledge and
level of understanding should be considered by the writer of the report. Well, reader-
oriented information qualifies a report to be a good one.

 Simple Language

This is just another essential feature of a good report. A good report is written in a
simple language avoiding vague and unclear words. The language of the report should
not be influenced by the writer’s emotion or goal. The message of a good report should
be self-explanatory.

 Conciseness

A good report should be concise but it does not mean that a report can never belong.
Rather it means that a good report or a business report is one that transmits maximum
information with minimum words. It avoids unnecessary detail and includes everything
which is significant and necessary to present proper information.

 Grammatical Accuracy

A good report is free from errors. Any faulty construction of a sentence may make its
meaning different to the reader’s mind. And sometimes it may become confusing or
ambiguous.

 Unbiased Recommendation

Recommendation On report usually makes the effect on the reader mind. So if

recommendations are made at the end of a report, they must be impartial and objective.
They should come as logical conclusion for investigation and analysis
 Clarity

Clarity depends on the proper arrangement of facts. A good report is absolutely clear.
The reporter should make his purpose clear, define his sources, state his findings and
finally make a necessary recommendation. To be an effective communication through
the report, a report must be clear to understand for making communication success.

 Attractive Presentation

Presentation of a report is also a factor which should be considered for a good report. A
good report provides a catchy and smart look and creates attention of the reader.
Structure, content, language, typing and presentation style of a good report should be
attractive to make a clear impression in the mind of its reader.

The inclusion of above factors features or characteristics, make a good report to be

effective and fruitful. It also helps to achieve the report goal. A reporter who is making
the report always should be careful about those factors to make his report a good one.

Q18) What is an interview? Types of interviews

A) An interview is a discussion or conversation between a potential employer and a

candidate. It is a selection process designed that helps an employer understand the
skills, scrutinise their personality and character traits and check the domain knowledge.
In this formal meeting, the employer asks questions to get information from a candidate.
Usually, interviews happen during the last phase of the recruitment process and help
companies select a suitable candidate for a job role. During an interview, the
interviewer may ask you about their salary expectation, whereas you can ask about the
job responsibilities.

Another purpose an interview serves is that it helps in authenticating a candidate's

application. Employers use this opportunity to investigate a candidate's claim and check
whether they can prove their claims.

Types of interviews

Here are a few types of interviews you are likely to face during a recruitment process:

Structured interviews

A structured interview process is where an employer asks a fixed set of questions to all
candidates appearing for an interview. Rather than focusing on experience-based
questions, an employer prefers asking a fixed set of questions and recording the
responses of every candidate. They grade these responses against a suitable scoring
system and hire candidates based on this result. A structured interview is beneficial for
both interviewers and candidates because it eliminates biasness from the recruitment
process.
Unstructured interviews

In unstructured interviews, a conversation occurs conversationally and spontaneously.

The interviewer can ask questions related to a candidate's skills, experience or
qualification. Such interviews do not follow any set format and the interview can go in
any direction. It is a traditional interviewing method that organisation's uses to hire
suitable candidates. Using an unstructured interview, interviewers gauge a candidate's
interview skills by comparing their performance to other candidates.

Situational interviews

In a situational interview, employers present a candidate with a problem. Employers

use this interview process to evaluate their approach to solving problems. Through such
interviews, an employer understands what action a candidate would take in various job-
related situations. When answering such questions, employers expect a candidate to
give answers related to similar situations a candidate handled in the past.

Behavioural interviews

Behavioural interviews are a technique which employers use to gauge and evaluate a
candidate's past behaviour in different situations. It helps in understanding how a
candidate would perform in similar situations at work. It is easier for an employer to
predict the success of a candidate on their past performance. Usually, the employer asks
open-ended questions about specific situations to hire a suitable candidate. The
employer then tallies a candidate's response against an anchored rating scale.

Stress interviews

Employers gauge a candidate's ability to respond to stress in different workplace

situations using this interview style. For some job roles like consulting, employers
conduct stress interviews to spot sensitive applicants and separate high-stress
tolerance candidates from the rest. It is a great interview style to find sensitive
applicants who may lose their calm attitude in stressful situations. In such interviews,
employers create anxiety to see the reaction of a candidate.

Technical interviews

A technical interview is an interview type that helps an employer understand the

technical and job-related aptitude. When applying for healthcare, information
technology, engineering and science, a candidate is more likely to face technical
interviews. Through such interviews, an employer gauges your technical expertise and
it helps in understanding whether you have the skills required to complete your job-
specific duties.

One-to-one interviews
It is a common type of interview where only one interviewer interviews a candidate. It
is a conversational type of interview where the employer drives the agenda initially and
a candidate asks questions toward the end. Usually, an employer may ask general,
technical, situational and behavioural questions in a one-to-one interview. It is a great
interview technique to understand a candidate's experience and domain knowledge.

Video or phone interviews

Such interviews occur on the phone or via video. An employer conducts such interviews
when a candidate cannot attend a face-to-face interview. Rather than calling every
candidate for an interview, employers usually conduct phone interviews to screen
potential candidates. When candidates receive an unexpected call from employers, they
give spontaneous answers that help an employer understand the candidate's
intelligence and interpersonal skills.

Steps of the interview process

Interview processes can vary depending on the company's practices and protocol, but
most interviews generally follow the same format, consisting of the following steps:

Screening

First interview

Second interview

Third interview

The decision

1. Screening

Many employers conduct a preliminary interview to determine whether you're a viable

candidate for the job. The screening can be conducted over the phone or in-person and
typically lasts fifteen to twenty minutes. This conversation serves to curate the list of
candidates to be called for official first interviews.

2. First interview

Typically, the first interview is the first face-to-face meeting with your potential
employer. Their goal is to get to know you and assess your skills and experience in
relation to their needs for this particular role. They're also looking to get to know you to
determine if you will fit in with the company's culture. The following stages typically
make up the first interview:

Introduction

The first few minutes consist of meeting the interviewer and getting settled into the
interview space. This is also their first impression of you, so it's important to make it a
positive one by using good posture, eye contact and a firm handshake. The interviewer
generally takes the first several minutes of the interview to tell you about their
organization.

Interview questions

The main part of the interview consists of the employer asking you questions and
listening to your responses, sometimes taking notes for later reference. Most of the
time, this part lasts around 20 minutes.

Your questions

When the interviewer invites you to ask questions, you have the opportunity to
demonstrate your knowledge, expertise and the extent of research you've done on this
company. Arrive prepared with three to five thoughtful questions, adjusting as you go
based on what you learn during the interview.

Concluding the interview

As the interview ends, the interviewer will likely walk you out. It's a good idea to ask all
your questions before you rise from your seat. As you leave, restate your interest in the
position with enthusiasm and make sure to thank them sincerely for the meeting, offer a
firm handshake and maintain eye contact.

3. Second interview

If you've succeeded in impressing them in the first interview, you may be asked to
return for a second meeting. This meeting typically allows you to meet the different
department heads and sometimes tour the facility. The interviewer will ask deeper,
more specific questions to follow up on certain topics from the first interview and
attempt to get a better idea of how you'd acclimate to the work environment.

4. Third interview

Some employers prefer to conduct a third interview to help them make a final decision.
For this session, you should have gained some in-depth knowledge about the company
and how it runs day-to-day and maybe have an idea of how you'd fit into the existing
workplace culture. You may have the opportunity to meet potential coworkers during
this time.

5. The decision

The final step in the interview process, if the company wants to hire you, is usually a job
offer contingent upon your background check and references. The offer will usually
come in the form of a typed letter, but in some cases, you'll receive the offer in an email.
Most employers offer a verbal offer before presenting the hard copy to make sure you're
happy with the terms or allow you the chance to negotiate before signing on.
Q19) Explain the difference between internet and intranet?

A) Definition Of Internet

The Internet is a global network that establishes a connection and provides

transmission between various computers. It uses both wired and wireless mode of
communication to send and receive any information such as data, audio, video, etcetera.
Here, data travels through “fiber optic cables”, which are owned by telephone
companies.

The initial idea of the internet was introduced by the US Defence Organization ARPA
(Advanced Research Projects Agency) in the late 1960s. Internet is not only a
magnificent network, applications or programs that the internet users can use or some
document or resources which are available over the internet instead it is comprised of
the several different elements shown below.

A community of people capable of using and developing the network.

Collection of resources that can be accessed from these networks.

Setup assisting collaboration among the several members of the research and
educational communities around the globe.

Standards and protocols for the proper functioning of the network.

Nowadays, everyone uses the Internet for acquiring information, communication, and
transferring data over the network. It is a public network using which computers can
connect and relay to each other. It provides an excellent source of information to the
user.

Working of the Internet

The Internet is a network created by the interconnection of a large number of computer

networks which is not owned by an entity. There is no central administration to the
internet, any person in the world can join it. This entire network of networks works
through following some standards and rules (i.e., protocols).

TCP/IP protocol is the main impelling agent for the internet used by the connected
networks along with the other protocols like HTTP, FTP and SMTP. There are several
other protocols and application which we have been using since the evolution of the
internet such as Telnet, FTP (File Transfer Protocol), Internet Relay Chat, Gopher,
Usenet News, WWW(World Wide Web).

Now, as it is mentioned above that the Internet is a public or generic network then who
is responsible for enforcing the standards for the internet. Let’s find out how these
standards are defined and enforced.
There are some non-profitable organization created in order to bind the various
activities happening on the internet such as IAB (Internet Architecture Board), IETF
(Internet Engineering Task Force), and IESG (Internet Engineering Steering Group).
Each of these organization has a well-defined goal. However, RFC (Request For
Comments) is responsible for the actual development of new standards which is
conducted by working groups authorized by IETF.

Definition Of Intranet

An intranet is a part of the Internet that is privately owned by an organization. It

connects all the computers together and provides access to files and folders within that
specific network. It has a firewall surrounding the system to avoid the unauthorized
user from accessing the network. Only authorized users have permission to access the
network.

Moreover, Intranet is used for connecting computers and transmitting data, files or
documents within the firm. It is a secure way to share the details, materials, and folders
as the network are highly secured and restricted within the organization. It renders
various services such as email, search, data storage, etc.

Working of an Intranet

However, an intranet is a private computer network but it uses internet protocols,

network connectivity and possibly the public telecommunication system to access and
share the organization’s information and operations securely with its staff.

It utilizes the same client-server model running on the TCP/IP protocol suite, similar to
the internet. Information within an organization can be retrieved through browsers
which do not depend on the platform. It could also work without installing special
softwares on the client machines.

Firewall

A Firewall plays an important role in the functioning of a network. Intranet requires the
firewall to filter out the unwanted elements to the servers and networks. It is useful in
protecting our network from external intruders.

Features of a firewall

Protect local systems.

Network-based security threats can also be eliminated.

Provision of secured and controlled access to the internet.

Provide restricted and controlled access from the internet to local servers.
Key Differences Between Internet and Intranet

The Internet provides unlimited information which can be viewed by everyone

whereas, in Intranet, data circulates within the organization.

The Internet provides access to everyone. As against, intranet permits authenticate

users only to access it.

An intranet is a private network that belongs to a firm or an institution. On the contrary,

the Internet is not owned by any single or multiple organization.

The Internet is available to all while, Intranet is restricted.

An intranet is safer as compared to the Internet.

Q20) What do you mean by ICT? Explain the Importance of Information and
Communication Technology?

A) ICT stands for Information and Communication Technology. The term gives a
broader meaning to Information Technology (IT). IT refers to all communication
technologies that are the tools to access, retrieve, store, transmit and modify
information digitally.

What is ICT in everyday life?

ICTs are also used to refer to the convergence of media technology such as audio-visual
and telephone networks with computer networks, by means of a unified system of
cabling (including signal distribution and management) or link system. However, there
is no universally accepted definition of ICTs considering that the concepts, methods, and
tools involved in ICTs are steadily evolving on an almost daily basis.
Examples of ICT in everyday life is given below:

1. E-mail – Refers to ICT in online communication

2. E-commerce – /Refers to ICT in business
3. Online Banking – Refers to ICT in banking
4. E-government – Refers to ICT in governance
5. E-learning – Refers to ICT in learning

Information and Communication Technology can simply be defined in its simplest form
as an electronic medium for creating, storing, manipulating receiving and sending
information from one place to another.It makes message delivery faster, more
convenient, easy to access, understand and interpret. It uses gadgets such as cell
phones, the Internet, wireless network, computer, radio, television, Satellites, base
stations etc. These resources are used to create, store, communicate, transmit and
manage information.

The Scope of Information and Communication Technology(ICT)

Information and Communication Technology is a field that has a wide coverage. It
extensively deals with communication technology and how it impacts on other fields of
human endeavor. It is the fastest growing academic field of study and a viable source of
livelihood. It is the convergence of telephone and computer networking through a single
cabling system with ease of data storage, manipulation, management, and retrieval. It is
concerned with database management, computer programming, and software
development. Web designing, mobile application development, project management,
security, networking analysis, media equipment, computer engineering, computer
studies, the internet, intranet, internet protocol (IP), system software, application
software, signal technology, base station management etc.

Information and Communication Technology as a Field of Study

Information technology inclusion in most high schools curriculum is relatively new.

However, it has gain prominence as some institutions have made it a compulsory
subject. This is as a result of the understanding that it cut across every facet of human
endeavor most especially the education sector.More so, it is the fastest growing industry
in the 21st century.

It is commonplace to hear e-learning, e-commerce, e-banking etc. It is, therefore

incumbent on education curriculum developers to place ICT as a hub around which
other disciplines revolve at least for the fact that it is a platform on which modern
learning takes place. Needless to say that there is a paradigm shift with respect to
popular opinion on how knowledge is acquired and dispensed.

Those who were hitherto conservative in this regard in the past seem to be winning the
race ahead of those who merely believe and talk about it but with no evidence of
commitment especially in the education sector. It is expected that in no distance future,
textbooks may to a high extent be faced out in schools to be replaced with a soft copy
accessible globally. This is not a news to the developed World as they are already far
ahead. So been ICT compliant is a necessary tool for any meaningful learning in this
dispensation.

Information and Communication Technology as a field of study is a challenging one in

the light of the foregoing. Unlike the old perception, it is not all comers affair without
proper training and re-training. Although the demand for professionals is growing in
this regard, the need to build a career in it through proper training in a well-defined
curriculum to be undertaken in institutions of learning cannot be overemphasized.

Importance of Information and Communication Technology(ICT)

It creates an analytical mind of students that help them study and proffer solutions to
problems emanating from all related fields that employ it as a learning tool.

Being an emerging academic field of study, it helps students to be innovative and

develop new ways of solving problems scientifically.

It makes information storage and retrieval easy.

It enhances computer networking globally known today as internet and intranet.

It accelerates economic development nationally as it is a virile source of national income

for all nations that have fully embraced its usefulness.

It creates gainful employment, hence a viable source of livelihood.

It makes comprehension of other subjects easy. Virtually all fields of learning are
amenable to ICT such as the application of projector for teaching in the classroom.

It creates an avenue for the exchange of ideas and inventions among information
technology scholars locally and internationally.

It is the basis for e-learning and online library.Hence information dissemination is

easier than ever.

It is pivotal to globalization in all its ramification and the realization of the Millennium
development goals as agreed by the United Nations in the year 2000.

It is used at various offices for proper documentation of official activities and

administration.

Challenges of Information and Communication Technology

Information and Communication Technology is confronted by a number of challenges

which is characteristic of an emerging field. The following are some of the challenges:

Expensive ICT materials: The requisite materials for practical knowledge of ICT
especially at the advanced level are costly e.g Computer, projector, Internet machine
e.t.c.

Highly technical and practical driven: It is technically driven. It requires a great deal of
logic and analytical reasoning for in-depth understanding and application.

Poor orientation about the concept: The first challenge in embracing ICT as a field of
study for students who have no prior orientation from their foundation education is
that of speedy assimilation.

Underdevelopment: ICT is a global concept and in order vape shop have an up-to-date
knowledge on the subject there must necessarily be technological development
nationally at least well established global information link on the subject. Many nations
are yet to attain this.

Universal acceptability as a compulsory field of study: The subject is yet to be fully

embraced by all institutions of learning from the cradle globally. Although it is now
compulsory at the high school level in some countries. Unless there are solid foundation
and love for the subject, compliance for all may still take a time to attain in line with the
global millennial goals.
Hijack by unscrupulous persons: ICT is being used by some persons for evil purposes
such as cybercrime and malicious programs that can cause severe damage to computers
and similar gadgets.

Q21) What are virtual meetings? How does it benefit an organisation?

A) Meetings can take a large bite out of your work day, especially if they take place
offsite. Scheduling others to cover your work, making travel arrangements and
planning for a space to accommodate attendees take time away from other
commitments you could be handling. Virtual meetings can take some of the hassle out
of the gatherings.

10 key advantages virtual meetings can offer your business

1. More Cost-effective

When you start to look up the cost of travel, venues and time, meeting physically in a
mutual location starts to add up. With virtual meetings, all of that is removed. There is
no commute, no planning, no lost hours of work, it is easy to add in other colleagues at a
moment’s notice and once the meeting is over, you and your team can effortlessly
return to your daily duties. And you never have to book a room in competition with
everyone else in the company!

2. Worldly Connection

The thing about virtual meetings is that attendees can come from anywhere. Provided
they can make the scheduled time, with distance being no obstacle, it can allow
participants to join from all over the world. What else can foster such an intense feeling
of inclusivity within an organization?

3. Broader Information Sharing

Following on from the above, having such a varied list of attendees also allows for a
diverse range of opinions and sharing of information. Being easily able to open the
meeting to the wider audience means you can invite opinions from across your
business, providing insight and expertise that you may not have had access to in a
traditional meeting.

4. Increased Inclusivity
Jumping onto a virtual meeting is so quick and effective and means you are able to up
inclusivity levels drastically. By taking your meetings virtually, you have created a
platform where all employees have an increased opportunity to attend and be involved
in discussions or updates. We are all aware of the upside of inclusivity and virtual
meetings facilitate this brilliantly.

5. Increased Productivity

Being able to schedule shorter, more effective virtual meetings increases the
productivity of time used. Pre Covid, meetings held at the central office could run
forever, trying to cover a plethora of subject matter and information, most of which
were not applicable to every attendee. Having your meetings virtual removes this need,
allowing for shorter, more concise, and efficient meetings as and when they are needed.
Decision making is speeded up and time used better.

6. Face-to-face Feeling

While you may be separated by a screen, use of webcams and video visuals can add a
crucial ‘in-person’ feel to your virtual meetings. By having everyone put on their
camera, it allows a more personal connection for attendees and the ability to pick up on
facial expressions, just as you would in a co-located meeting.

7. The Platform Functionality

Rather than gathering around a flipchart, holding your meeting virtually brings the
additional benefit of being able to make use of the platform’s full functionality;
whiteboards, polls, chat functions and more. This is particularly useful when
collaboration is required or where complex situations are encountered.

8. Environment

Remember, removing all that travel, untouched food and wasted print outs, can only be
a huge advantage to our environment. By hosting your meetings virtually, your
organization will save a tonne of carbon, usually accumulated through travel, and so
holding your meetings virtually means you doing your bit for the environment.

9. Recordable
No more need for minute notes! Now, if you would like a record of the meeting, or if a
colleague is unable to attend, you can record the whole meeting with ease, for their
reference later. A simple press of a button and the entire meeting can be documented
for your own or other colleagues use and reference.

10. Ease of Sharing

Sharing files and slides is easy in a virtual meeting. Most platforms come with a ‘share
screen’ or ‘share files’ option which makes it easy and effective to share visuals and
documentation with the attendees. No need for exchanging logins or the swapping of
flash drives, simply pass the baton and flawlessly continue your agenda. Remember in-
person meetings where each presenter would have to plug their laptop in - those days
are behind us!

Q22) What is social media management?

A) Social media has created an unprecedented opportunity for brands. Today, your
business can engage directly with customers and the benefits of doing so include:

 Uncovering valuable insights about your buyers and how they view your products,
services and brand
 Handling complaints expediently
 Developing a stronger value proposition by putting your brand out there and
showing prospects and customers you care
Together, these benefits also help socially active brands build better solutions.
Social media management touches on a number of important elements, all of which

form part of a well-structured digital marketing strategy.

This blog post covers the core components of social media management. We’ll connect
the dots between social media strategy and social media management. You’ll also learn
what the most important factor of running a well-oiled social media management
operation is, and how to choose the right platforms for your brand. Finally, we’ll dig into
the importance of planning and schedule content effectively to ensure that your brand
reaps all the rewards possible from social media.

What is Social Media Management?

Simply put, it's the process of managing a complete social media strategy. But social
media management is a little more strategic. It involves more than just replying to
tweets and comments.
As mentioned earlier, social media management is linked to other important aspects of

your digital marketing strategy. Digital marketing strategies are built on strong factual
information. After all, to create a successful business, you’ve got to know specifics about
your market and how your solution will help solve a particular problem.

Your digital marketing strategy, therefore, addresses how your brand will position itself
online to generate more business.
Social media strategy is concerned with the use of social media platforms to build
awareness, generate leads and sales. Social media management is a practice that
supports your digital marketing and social media strategies. It’s an important part of

running an effective social media strategy because it explains how your brand will
participate (think content publishing, rules of engagement with customers etc.) on
social media platforms to generate results.

Q23) Role of values in ethical communication?

A) Values operate as the beginning point for ethical communication. While designing
communication that is deemed to be ethical, these values are used as standard measure.
With different cultures, the priority or importance given to various values may differ.
Human beings also differ with each other on the basis of their education level, gender,
ethnicity, age, etc. thus creating a unique spectrum of combination of values for each
individual. Even after this demarcated difference between individuals, there is a
common emotional connection in communication. Each individual is unique with a set
of characteristics, which shaped with the distinct experiences offers an interpretation of
values, beliefs, perceptions, and needs. A similar sequence is also created for an
organisation, which we call the organisation's shared values. We tend to behave in a
fashion as we expect others to behave with us. Ethical communication requires an
understanding of the value system, specific needs, beliefs and values of the individual
one is communicating with. Every ethical communication should be contextual in nature
in order to be relevant and meaningful.

Most of the time, individual values extend to the organisation. Organisations value an
individual’s values and in turn get affected by the core values, which populate the
culture of the company and what the business stands for. This corporate culture not
only influences strategic decisions but also the day to day operations including how
employees are recruited, trained, treated and parted with.

Personal values are prioritised as per the choice and happiness that an individual
derives from the values that s/he professes. Core values are the ones that have the
highest priority for an individual. Here, the question arises whether the same values
that an individual cares for are translated to his or her professional life? Personal values
as well as corporate values guide an individual and an organisation while making
decisions and contemplating actions. They demarcate one individual or an organisation
from another. The major difference between personal and organisational values is that
individual values are explored whereas organisational values are typically chosen, pre-
decided and developed. They align with the organisation’s goals and assist in creating
an ideal working environment for the employees.

Principles of Ethical Communication

There are a myriad of core principles associated with ethical communication, starting
with the core value of honesty that all other values are connected to. However, it can be
said that there is a value underlying honesty (with regard to ethical communication)
and that is emotional intelligence/empathy as the precursor of all soft skills, which
allows all personnel to be understood, and to effectively communicate with others.
Emotional intelligence, within the framework of ethical communication, allows one to
understand the needs of others, and meet those needs in the most efficient manner
possible as if you were in their shoes.

1. Be Truthful And Honest

Being honest means communicating what is known to be true (only 100 percent the
facts) to a listener, with no intent to deceive or present only parts of the truth. It also
means being as objective as possible, that is, not tailoring the story based on what the
speaker wants the listener to believe. Letting the listener take the data that is objectively
presented and believe what they choose to believe is a core goal of ethical
communication. Ethical communication should be based on accurate information and
facts – in a word, do not lie.

2. Active Listening
Hearing someone and listening to them are two different things. In order for ethical
communication to be effective, it is necessary for the recipient to pro-actively listen to
the speaker, and to not just hear what they want to hear, or to hear only parts of the
conversation. This also means asking questions when any point is not completely
understood, for the sake of clarification.
3. Speak Non-Judgmentally
Ethically and concisely communicating means speaking in a non-judgmental manner
with every recipient, negating unnecessary conflict, which typically creates a
breakdown in communication and causes misunderstandings. Unnecessary conflict is
never good for any business, and such conflicts usually result from unethical
communications, with judgmental, accusatory, and overly-critical comments often being
the catalyst for such breakdowns in communication.

4. Speak From Your Own Experience

Bringing your personal experience into a dialogue with business listeners is important,
providing backup for your arguments with something more tangible. Such a
communication method (experiential communication) paints a complete picture for
your audience and helps to prove your points so that the listeners have a better
understanding of what is being said.

5. Consider the Receiver’s Preferred Communication Channel

You risk losing an audience if you use a communication channel that is not preferred by
your intended receiver. To effectively communicate with your listeners, use the most
preferred communication channel, whether that be face-to-face, email, conference call,
phone call, messenger app, etc. Also, when presenting data to a business audience, be
aware of the preferred method of presentation for that business, whether it be graphs,
slides, PowerPoint presentations, etc. Additionally, since body language is very
important, it is often preferred to meet business clients face-to-face.

6. Strive To Understand
While it is important to be proactive in listening, it is important for listeners to also
strive to fully understand what is being said before responding. While asking for
clarification or confirmation of a point is fine, many times questions that listeners pose
have already been answered. Listeners should think about what has been said before
constructing a reply. Reading “in between the lines” is also an important skill that allows
for understanding what isn’t said, but was implicitly said or implied.

7. Avoid A Negative Tone

Ethically communicating assumes the speaker will avoid rudeness, be polite and
professional, and have tact. The ethical communicator knows that it’s not only
important what you say, but how you say it. Tone is one of the most critical facets of
communication. A listener may miss the meaning altogether if the tone is wrong, which
can lead to unnecessary confrontations that decrease business productivity.

Controlling one’s tone goes along with self-control, a soft skill that allows one to know
how they wish to reply to a terse business message (for instance) versus the most
effective manner for replying. Essentially, keeping the tone positive or neutral is best, as
the tone of a written message – or of one’s voice – is always picked up by the receiver,
and can alter how the message is received and/or understood.

Additionally, while it is acceptable to be honest and open, tact – and professional

maturity – means knowing when it is inappropriate to speak up, and when it is crucial
to. Tact also means knowing that being completely honest does not equate with being
rude or negative – it is possible to be completely honest and open with one’s thoughts
and feelings while still remaining polite and respectful.

8. Do Not Interrupt Others

Allowing others to speak is important for the creation of a civil, effective working
environment. Interrupting others results in misunderstandings and unnecessary
conflicts and a breakdown in workplace communications, which only hinders corporate
progress and creates problems. Interrupting others not only shows a lack of respect, but
does not allow the listener to fully grasp what is being said, which often results in
incorrect assumptions being made.

9. Respect Privacy And Confidentiality

Most businesses should include a clause in their code of ethics defining what is
appropriate when it comes to honoring client and employee confidentiality and privacy.
This can have a wide range of implications, including minimizing workplace gossip, and
mitigating toxic conversations about the private lives of clients and/or personnel.

10. Accept Responsibility

As noted before, a core tenant within any ethical communication framework is taking
responsibility for the actions that result from one’s words, whether it be good or bad.
This includes both short term and long term consequences of one’s communications.
Owning one’s words reinforces the importance of being conscientious about ethical
communication.

Example Of Ethical Communication

There are a myriad of examples of how ethical communication can change the outcome
of a problem in a business or workplace environment, revealing why ethical
communication principles should be followed:

 Property Consulting industry: Ethical communications in the property consulting

industry can take several forms, including revealing key pieces of information to
would-be home owners of a property, including “negative” truths about the
property – for example, divulging the entire history of the property, including
any accidents or crimes that happened in the property.
 Marketing industry: Ethical communications in the marketing industry can
include revealing to clients that their business marketing applications are not
optimal, and that a cheaper vendor, or a different form of marketing, will yield
better results.
Virtually every industry can benefit from ethical communication principles, which
always seeks to ensure that every enterprise member is able to present valuable pieces
of information so that the best decisions can be made.

Ethical Communication In An Organization

In business organizations, communicating concisely, ethically, and appropriately are all
necessary so a business can operate effectively and efficiently. Operating according to a
communication-based code of ethics is important for both small and large scale person-
to-person conversations. For larger audiences it is often important for business
members to employ additional values to their communication principles, such as:

 Choosing the right place/time: Speaking about a particular topic in a business

often requires choosing the most pertinent and appropriate time and place in
order for the message to be most effective. This requires knowing the recipients
and having tact, along with utilizing strategy and planning.
 Knowing one’s Audience: Certain audiences may prefer different verbiage or
jargon, or may prefer one communication channel over another. Being an
effective communicator means knowing your audience in order to communicate
in the way that he/she will understand the best.
Business communication requires ethical values to form the foundation of all of its
relationships, which ensures that all enterprise workflows, short term projects, and
long term projects are effectively managed and carried out. Any lapse in efficient and
ethical communication can result in misunderstandings, conflicts, delays with projects,
and the creation of an ineffective working environment.

Q24) Are advertisements ethical? Write an elaborate explanation to support your

answer

A) Ethics in Advertising

Ethics means a set of moral principles which govern a person’s behavior or how the
activity is conducted. And advertising means a mode of communication between a seller
and a buyer.

Thus ethics in advertising means a set of well defined principles which govern the
ways of communication taking place between the seller and the buyer. Ethics is the
most important feature of the advertising industry. Though there are many benefits of
advertising but then there are some points which don’t match the ethical norms of
advertising.

An ethical ad is the one which doesn’t lie, doesn’t make fake or false claims and is
in the limit of decency.

Nowadays, ads are more exaggerated and a lot of puffing is used. It seems like the
advertisers lack knowledge of ethical norms and principles. They just don’t understand
and are unable to decide what is correct and what is wrong.
The main area of interest for advertisers is to increase their sales, gain more and more
customers, and increase the demand for the product by presenting a well decorated,
puffed and colorful ad. They claim that their product is the best, having unique qualities
than the competitors, more cost effective, and more beneficial. But most of these ads are
found to be false, misleading customers and unethical. The best example of these types
of ads is the one which shows evening snacks for the kids, they use coloring and gluing
to make the product look glossy and attractive to the consumers who are watching the
ads on television and convince them to buy the product without giving a second
thought.

Ethics in Advertising is directly related to the purpose of advertising and the

nature of advertising. Sometimes exaggerating the ad becomes necessary to prove the
benefit of the product. For e.g. a sanitary napkin ad which shows that when the napkin
was dropped in a river by some girls, the napkin soaked whole water of the river. Thus,
the purpose of advertising was only to inform women about the product quality.
Obviously, every woman knows that this cannot practically happen but the ad was
accepted. This doesn’t show that the ad was unethical.

Ethics also depends on what we believe. If the advertisers make the ads on the belief
that the customers will understand, persuade them to think, and then act on their ads,
then this will lead to positive results and the ad may not be called unethical. But at the
same time, if advertisers believe that they can fool their customers by showing any
impractical things like just clicking fingers will make your home or office fully furnished
or just buying a lottery ticket will make you a millionaire, then this is not going to work
out for them and will be called as unethical.

Recently, the Vetican issued an article which says ads should follow three moral
principles - Truthfulness, Social Responsibility and Upholding Human Dignity.

Generally, big companies never lie as they have to prove their points to various ad
regulating bodies. Truth is always said but not completely. Sometimes its better not to
reveal the whole truth in the ad but at times truth has to be shown for betterment.

Pharmaceutical Advertising - they help creating awareness, but one catchy point here is
that the advertisers show what the medicine can cure but never talk about the side
effects of that same thing or the risks involved in intake of it.

Children - children are the major sellers of the ads and the product. They have the
power to convince the buyers. But when advertisers are using children in their ad, they
should remember not to show them alone doing there work on their own like brushing
teeth, playing with toys, or infants holding their own milk bottles as everyone knows
that no one will leave their kids unattended while doing all these activities. So showing
parents also involved in all activities or things being advertised will be more logical.

Alcohol - till today, there hasn’t come any liquor ad which shows anyone drinking the
original liquor. They use mineral water and sodas in their advertisements with their
brand name. These types of ads are called surrogate ads. These type of ads are totally
unethical when liquor ads are totally banned. Even if there are no advertisements for
alcohol, people will continue drinking.
Cigarettes and Tobacco - these products should be never advertised as consumption of
these things is directly and badly responsible for cancer and other severe health issues.
These as are already banned in countries like India, Norway, Thailand, Finland and
Singapore.

Ads for social causes - these types of ads are ethical and are accepted by the people. But
ads like condoms and contraceptive pills should be limited, as these are sometimes
unethical, and are more likely to loose morality and decency at places where there is no
educational knowledge about all these products.

Looking at all these above mentioned points, advertisers should start taking
responsibility of self regulating their ads by:

 design self regulatory codes in their companies including ethical norms, truth,
decency, and legal points
 keep tracking the activities and remove ads which don’t fulfill the codes.
 Inform the consumers about the self regulatory codes of the company
 Pay attention on the complaints coming from consumers about the product ads.
 Maintain transparency throughout the company and system.

When all the above points are implemented, they will result in:

 making the company answerable for all its activities

 will reduce the chances of getting pointed out by the critics or any regulatory
body.
 will help gain confidence of the customers, make them trust the company and
their products.