Q-] As a speaker you are addressing a group of people.

Explain
the elements involved in this communication.
A-]
Key elements of communication
1. APPROACH
Timing of communication; choice of medium; tone and point of view (perspective,
attitude, and relationship regarding audience, purpose, and material); recognition of
audience (reader vs. writer orientation); direct vs. indirect presentation (ordering of
evidence and conclusions); persuasive strategies and rhetorical appeals (logos,
pathos, ethos)
Checkpoints:
Timing and choice of medium are appropriate to the purpose, audience, and
material.
Tone is appropriate to the purpose, audience, and material.
Material is made relevant to the reader (readers interests and concerns are
recognized).
Conclusions are presented directly (conclusion first, evidence last) to a
sympathetic audience, indirectly (evidence first, conclusion last) to an
unsympathetic or hostile audience.
Persuasive strategy incorporates a mixture of rhetorical approaches (appeals
to logic, feelings, and ethics or credibility).
2. DEVELOPMENT
Organization (logical arrangement and sequence); evidence and support (relevance,
specificity, accuracy and sufficiency of detail); knowledge of subject and material;
quality of perception, analysis, and insight
Checkpoints:
Material is arranged in a logical and coherent sequence.
Conclusion or closing restates the argument and identifies the action to be
taken.
Examples are relevant, specific, detailed, sufficient, and persuasive.
Quotations support the argument.
Handling of material demonstrates knowledge and insight.
3. CLARITY
Presentation of thesis or central argument (statement of purpose, delineation or
narrowing of topic, relevance of subordinate or secondary arguments); word choice;
technical language and jargon; structure (sentence, paragraph, document);
Checkpoints:
Purpose or central idea is sufficiently limited for meaningful discussion.
Purpose or central idea is stated clearly, usually in the opening.
Organizational statement is offered, usually at the end of the opening.
Language is clear, specific, accurate, and appropriate to the audience,
purpose, and material.

Word choice is clear, specific, accurate, unassuming, and free of clichs and
misused jargon.
Technical language and terms are defined and explained as needed.
Text is coherent, with new information linked to previously discussed
information (ordered within sentences as something old/something new).
Transitions between paragraphs are clear and helpful.
Text is appropriately highlighted (bullets, paragraphing, boldface, italics,
underlining, etc.) to engage the reader and reinforce the main points.

4. STYLE
Word choice (economy, precision, and specificity of language and detail; abstract
vs. concrete language; action verbs vs. linking or weak verbs with nominalizations;
figures of speech: schemes and tropes); tone (personality and humor); active vs.
passive voice; sentence variety
Checkpoints:
Word choice is economical, clear, specific, accurate, unassuming, and free of
clichs and misused jargon.
Action verbs are preferred over weak verbs with nominalizations (as in
recommend over make a recommendation).
Language is appropriately concrete or abstract (signifying or not signifying
things that can be perceived by the senses).
Figurative language (metaphors and similes, as well as other tropes and
schemes) enrich and deepen the argument.
Active voice is preferred over passive voice (active voice is used to
emphasize the performer of the action; passive voice is used to emphasize
the receiver of the action).
Sentences are free of wordiness and unnecessarily complex constructions.
Variety in sentence structure and sentence length creates emphasis.
5. CORRECTNESS
Rules and conventions of spelling, grammar, punctuation, usage, and idiom; style
(appropriateness of word choice and level of formality to audience, purpose, and
material); social and cultural appropriateness; accuracy in proofreading
Checkpoints:
Spelling (including technical terms and proper names) is correct.
Correct words are used to convey the intended meaning.
Rules of grammar and syntax are followed, including pronoun-noun
agreement, subject-verb agreement, appropriate verb tense, pronoun case,
possessive forms, parallel construction, etc.
Punctuation (particularly comma placement) reflects standard usage.
Copy is free of mechanical errors and lapses in proofreading.

Q-]Describe any situation in your own experience where the

communication failed because the listening was faulty.
Identify the barrier to listening in this situation.
A-]
Writing experience
You must reference references. While references will likely matter
further into the interview process, noting on your resume that
references are available upon request will not make your resume
stand out
You must keep your resume to one page. Not true! Page count is not
as important as the number of words on the page, Bollinger says.
The number of words actually affected recruiters in a bell curve
manner. So whats the magic word count that keeps recruiters reading
(aside from your work experience)? About 390 words per page.
One page resumes are best for early career job seekers. Even then, if
there is a lot of valuable information that simple cannot fit on one
page, a second page is fine. I have done plenty of two page resumes
for early career professionals and it has never been an issue.
Spelling errors immediately disqualify you. It is very important to
proofread your resume before emailing it out, but spelling and
grammatical mistakes do not necessarily mean your resume ends up in
the trash, Bollinger says. Recruiters are more focused on work
experience to determine fit. A good habit is to re-read your resume
whenever applying. Fresh eyes can catch mistakes previously
overlooked.
Using graphs are a waste of space. Tina Nicolai, a resume writer and
executive career coach, says graphs tell a compelling story of financial
earnings, savings, turnarounds, and more. Graphs are a fantastic
method of grabbing a persons attention, she says. We are living in a
point and click society. Apps are causing us to have a shorter attention
span. By including a graph, we are able to tell a story quickly and
succinctly to hiring leaders and recruiters who may not have time to
read the entire resume.
Fancy formatting matters. As it turns out, it doesnt. Many of the
resume parsers used by job-apply services will destroy any formatting

you use on your resume, Bollinger says. Even bullets on a resume

can sometimes cause encoding problems. The best format to use is the
simplest.
Common Barriers
There are many things that get in the way of listening and you should
be aware of these barriers, many of which are bad habits, in order to
become a more effective listener. Barriers and bad habits to effective
listening can include:
Trying to listen to more than one conversation at a time, this includes
having the television or radio on while attempting to listen to
somebody talk; being on the phone to one person and talking to
another person in the same room and also being distracted by some
dominant noise in the immediate environment.
You find the communicator attractive/unattractive and you pay more
attention to how you feel about the communicator and their physical
appearance than to what they are saying. Perhaps you simply don't like
the speaker - you may mentally argue with the speaker and be fast to
criticise, either verbally or in your head.
You are not interested in the topic/issue being discussed and become
bored.
Not focusing and being easily distracted, fiddling with your hair,
fingers, a pen etc. or gazing out of the window or focusing on objects
other than the speaker.
Feeling unwell or tired, hungry, thirsty or needing to use the toilet.
Identifying rather than empathising - understanding what you are
hearing but not putting yourself in the shoes of the speaker. As most of
us have a lot of internal self-dialogue we spend a lot of time listening to
our own thoughts and feelings - it can be difficult to switch the focus
from 'I' or 'me' to 'them' or 'you'. Effective listening involves opening
your mind to the views of others and attempting to feel empathetic.
(See our page: What is Empathy? for more information)
Sympathising rather than empathising - sympathy is not the same as
empathy, you sympathise when you feel sorry for the experiences of
another, to empathise is to put yourself in the position of the other
person.
You are prejudiced or biased by race, gender, age, religion, accent,
and/or past experiences.

You have preconceived ideas or bias - effective listening includes

being open-minded to the ideas and opinions of others, this does not
mean you have to agree but should listen and attempt to understand.
You make judgements, thinking, for example that a person is not very
bright or is under-qualified so there is no point listening to what they
have to say.
Previous experiences we are all influenced by previous experiences in
life. We respond to people based on personal appearances, how initial
introductions or welcomes were received and/or previous interpersonal
encounters. If we stereotype a person we become less objective and
therefore less likely to listen effectively.
Preoccupation - when we have a lot on our minds we can fail to listen
to what is being said as we're too busy concentrating on what we're
thinking about. This is particularly true when we feel stressed or
worried about issues.
Having a Closed Mind - we all have ideals and values that we believe to
be correct and it can be difficult to listen to the views of others that
contradict our own opinions. The key to effective listening and
interpersonal skills more generally is the ability to have a truly open
mind - to understand why others think about things differently to you
and use this information to gain a better understanding of the speaker.

Q-3] Describe any 5 types of presentations with examples and their

target audience.
a) 5 types of presentations
b) Identifying target audience and example
A-]
Oral business presentations are a powerful way of presenting your ideas to others
and are usually called for when a written memo or report is not sufficient to do the
job. A written report tends to be less persuasive and may also be set aside without
being read, whereas an oral presentation commands attention and fetches
immediate feedback. Besides, approval for important ideas is rarely given without a
face-to-face explanation.
Presentations may be made to both internal audiences superiors, peers and
subordinates, as well as to external audiences consumers, intermediaries,
bankers, suppliers etc. Presentations may also be of different types, each with a
different purpose.
Some of the most common types of presentations and the audiences to whom they
are addressed are mentioned in table

Example

Audience

New online leave application

procedure

Employees

Orientation

Orientation to new joinees

Employees

Training

How to operate a new

software

Employees

Type/Purpose of
Presentation
Briefing and Information

Reporting Research
Findings

Consumer satisfaction survey

Reporting Progress

Report of weekly sales

Superiors

Highlighting Companys
Achievements

Reporting awards won by the

Company

Media

TV and Radio Interviews to Describing companys

describe Company
position on environmental
Viewpoints
issues
Introduction
Product Presentation
Project Proposal
Policy Proposal

Marking Special
Occasions

Superiors

Society at large

Overview of the company

New employees

Highlighting features of a new

product

Consumers,
intermediaries
Bankers

New project undertaken by the

company
New mobile phone expense
reimbursement policy
Presentation at company
anniversary celebrations

Superiors

Internal and external

audiences

Q-4] Explain the different types of meetings.

A-4] A meeting is any focused conversation that has a specific agenda, especially
but not only if it has been set up in advance.
Different categories of business meetings are as follows:
1. Task oriented meetings
As the name suggests, this type of meeting is a special meeting that is called to
discuss and make arrangements for a specific event.
For example, the company is opening a new branch or new factory, which will be
inaugurated by a minister on a specific date. All the key people involved may be
asked to attend the meeting, to discuss the arrangements that are being made for
the inauguration. Specific tasks are assigned to each of the participants of the
meeting.
2. Progress meetings
These are periodic meetings that are called to review the progress being made on a
particular front.

For example, weekly meetings may be held to review sales progress or if a new
project has been initiated, periodic meetings may be held to review the progress of
different stages of the project.
3. Information sharing meetings
In some organisations these types of meetings may be called regularly for the main
purpose of exchanging information on a topic of relevance to the organisation. Such
meetings may take place among co-workers or may also involve top management.
For example:
The Managing Director of a company may call his senior managers to share
information about the companys joint ventures, overseas collaborations or
plans for acquisition.
A weekly meeting of top executives may be held to discuss the activities of
the companys international divisions.
The members of the Research and Development (R & D) department may
meet regularly to compare notes on the results of their research efforts.
4. Problem solving or decision making meetings
This type of meeting is the most challenging, as it involves taking some kind of
action, making major decisions or changing the existing policies and procedures.
Therefore, all interests and departments of the organisation are represented at such
meetings. They also tend to be time consuming.
For example, the marketing strategy of the company may need to be revised, as
sales are on the decline or a new product is to be launched and a meeting may be
called to discuss the launch strategy.
As problem solving meetings are the most complicated type of meetings, the
guidelines offered in this unit are more relevant to these meetings.
Q-5] You are going to face a job interview for the post of Manager-operations. Which
aspects you will keep in mind while facing the interview?
A-5]
There are a few things to keep in mind.

Wear formal dress. Even if they won't see you completely, you will act
differently while wearing formal attire vs casual attire.
Make sure you are facing the webcam. If it's not centered on your computer
(perhaps you have two monitors) arrange things such that you are looking at
the camera and interviewer.
Verify sound levels before the interview. Last thing you want to do is start an
interview and find out your interviewer cannot hear you, and spend 10
minutes trying to tweak settings. This is especially important if you don't
video chat more frequently. Pay attention to echo as well as this is really
annoying for the person on the other end.
Try to have your computer facing a neutral wall/background. It's not
necessarily important you have a white wall with nothing, but don't have tons
of STUFF in the background as the point of the interview is you, not your
interesting artwork or the poster of the scantily clad woman in the
background, etc.

Get rid of all distractions on your computer. Sign out of chat, close email, etc.
This will only distract you during the interview even if you don't use them. It
also might help to clear your desk off somewhat (try to make your
environment similar to an interview room would be if possible).
You can still take notes via paper/pen. Make sure you tell the person if you do
this.
Turn your phone on silent.
Ensure all pets are not going to make an appearance.
Try to get a feel for background noise on your end and determine if you need
to make modifications to your overall setup/environment.
Prepare an alternative communication method (ie phone) in the event things
don't work

Q-6] Write short notes on:

a)
Internet
b)
Intranet
A-6]
a) Meaning and benefits of internet
The internet is sometimes called simply net. It is basically a network of computers
interconnected across the worldwide. It is accessible to everyone in the world.
These interconnected computers share data through a standard protocol called
TCP / IP. Its connected with billions of computers across private, public,
government, business and education sectors.
The Internet provides opportunities galore, and can be used for a variety of things.
Some of the things that you can do via the Internet are:
E-mail: E-mail is an online correspondence system. With e-mail you can send and
receive instant electronic messages, which works like writing letters. Your messages
are delivered instantly to people anywhere in the world, unlike traditional mail that
takes a lot of time.
Access Information: The Internet is a virtual treasure trove of information. Any kind
of information on any topic under the sun is available on the Internet. The search
engines on the Internet can help you to find data on any subject that you need.
Shopping: Along with getting information on the Internet, you can also shop online.
There are many online stores and sites that can be used to look for products as well
as buy them using your credit card. You do not need to leave your house and can do
all your shopping from the convenience of your home.
Online Chat: There are many chat rooms on the web that can be accessed to meet
new people, make new friends, as well as to stay in touch with old friends.
Downloading Software: This is one of the most happening and fun things to do via
the Internet. You can download innumerable, games, music, videos, movies, and a
host of other entertainment software from the Internet, most of which are free.
Disadvantages of the Internet

There are certain cons and dangers relating to the use of Internet that can be
summarized as:
Personal Information: If you use the Internet, your personal information such as your
name, address, etc. can be accessed by other people. If you use a credit card to
shop online, then your credit card information can also be stolen which could be
akin to giving someone a blank check.
Pornography: This is a very serious issue concerning the Internet, especially when it
comes to young children. There are thousands of pornographic sites on the Internet
that can be easily found and can be a detriment to letting children use the Internet.
Spamming: This refers to sending unsolicited e-mails in bulk, which serve no
purpose and unnecessarily clog up the entire system.
If you come across any illegal activity on the Internet, such as child pornography or
even spammers, then you should report these people and their activities so that
they can be controlled and other people deterred from carrying them out. Child
pornography can be reported to:
Your Internet service provider
Local police station
Cyber Angels (program to report cyber crime)
Such illegal activities are frustrating for all Internet users, and so instead of just
ignoring it, we should make an effort to try and stop these activities so that using
the Internet can become that much safer. That said, the advantages of the Internet
far outweigh the disadvantages, and millions of people each day benefit from using
the Internet for work and for pleasure.

b) Meaning and benefits of intranet

Intranet generally consists of internal corporate web servers made available to
employees across the LAN or private dial up access. Using the corporate databases
and other repositories of information and documents, these web servers bring
diverse kinds of information to employees.
The Intranet provides opportunities galore, and can be used for a variety of things.
Some of the things that you can do via the Intranet are:

The advantages of Intranet over the conventional communication systems can be

listed as below:
1. Intranet is an easy, economical and fast system of communication within the
enterprise. It offers opportunities to keep every concerned individual informed
irrespective of the location. It also helps in reducing travel time as the
communication between people in the business enterprise can be more frequent
and less expensive, particularly when the persons desiring to communicate are
located far away from each other.

2. It serves information automatically and thus, one does have to face the contempt
of not being aware of an important piece of information. Thus, demand for
information is more frequent and detailed.
3. Intranet replaces grapevine as it permits inter employee communication with
more transparency and free expression of views. It enables employees at various
levels to pose problems/questions, participate in discussions and contribute answers
to thorny problems of the company. The concept of collective expertise can be given
a concrete shape with the help of Intranet.
4. It improves productivity of the manager. With Intranet, the manager can spend
more time in analyzing information and not in seeking information and waiting for
its delivery.
5. Intranet helps in eliminating the latency of information in the enterprise and
makes the flow of information need-driven than availability-driven.
There are certain cons and dangers relating to the use of Intranet that can be
summarized as:
1. One of the major disadvantages is the risk of security to the corporate
information resource. The intranet exposes the corporate information resource to
the risk of loss of privacy and even unauthorized alteration. The Intranet technology
is still quite fragile and the risk of security and privacy of information on Intranet is
higher.
2. Intranet poses another challenge before the enterprise and that relates to the
need to change the work culture for effectiveness of the Intranet. The executives,
particularly at the top level of managerial hierarchy are in the habit of delegating
the handling of information, including mail to their secretaries.
Quite often, the e-mails are printed out by the secretaries and dumped on the table
of the executive by the secretary. The practice of sharing passwords with secretaries
could be fatal for the executive and the enterprise, in case of over ambitious or
dissatisfied secretary. Another cultural change that is necessary is in the speed of
response.
As the Intranet communications are convenient and less expensive, the number of
mails/queries is likely to increase and if these are not responded to quickly, they will
pile up and the order will give way to chaos in the enterprise.
3. Another fear that is being talked about these days is the danger of reduced faceto-face interaction between employees leading to im-personalisation of the
enterprise. However, studies have yet to prove anything of this sort.
The Intranet is gaining popularity, particularly among those business enterprises
that are having branches and projects scattered over a wider geographical area. It is

likely to be the key application of Internet. The biggest impact of web will be how
companies use it to stay in close contact with their customers, said Bill Gates once.
However, the reliability and safety issues deserve closer examination.