SYMBIOSIS INTERNATIONAL UNIVERSITY (Established under section 3 of the UGC Act 1956, by notification No. F.9-12/2001 -U3 Government of India ) Re-accredited by NAAC with ‘A’ Grade regi egret Institute: (0202)SYMBIOSIS INSTITUTE OF INTERNATIONAL BUSINESS, PUNE. Programme: (020243) MASTER OF BUSINESS ADMINISTRATION (ENERGY & ENVIRONMENT) Batch: 2016-18 Semester: t Course: Advanced Business Communication Course Code: 0202430104 Date: 22/10/2016 ‘Maximum Marks: 60 Day: Saturday Time: 10:00 am - 12:30 pm SECTION: I Instructions: © There are two sections. Both sections are compulsory sate marks. © Figures to the right in Q1. Write an essay of about 300 words on any one of the following: (10 Marks ) a, Black money and Indian economy b. Role of computers in business Environmental pollution, Q2. Answer the following questions:- a. —_ List out the etiquettes to be followed while using the mobile phone. (05 Marks ) b. _ List out the etiquettes to be followed while writing Emails. (05 Marks ) Q3. _In your experience, what problems prevent you from listening efficiently (10 Marks ) in the classroom? What do you plan to do to overcome them? Page 1 of 4a. Q. Define Communication. Explain the process of communication with the help of a diagram. Manoj works at hotel Amazing as a Manager. Each day he greets guests, answers their questions, and arranges tours, transport and other activities for the guests while they are staying at the hotel. Today Manoj has a severe backache. Unfortunately he is left with no leave. He was hoping it would be a quiet day because he was not in mood to answer any queries. ‘As he was resting with his head down, Lalita, a guest at the hotel came to his desk. She wanted to visit some place so she came over to Manoj and asked for his assistance. Manoj was not very attentive to her request. His, face showed his annoyance as he handed her a map of the city, without uttering a single word. When Lalita asked him what bus to catch, he pointed to a bus timetable. Lalita was very annoyed by Manoj’s lack of assistance and told him so. During Lalita’s outburst Manoj picked up ringing telephone and tumed his back on her. Lalita could not believe Manoj’s attitude and told him that she would take up this matter with the management of the hotel. Describe Manoj’s non-verbal communication. (tone of voice, gestures, posture, eye contact and appearance) What parts of the case study show us examples of poor communication? How could this situation be improved? (10 Marks ) (05 mark (05 marks) Page 2 of 4Q3. iii, iv, Choose the correct option and write the correct answer in the answer book. (10 Marks ) The two broad areas of communication are: a) Oral and written communication b) Verbal and written communication ©) Verbal and non-verbal communication @) Oral and non-verbal communication Which of the following are examples of oral communication? a) Meetings, memos and presentations b) Meetings, memos and performance reviews ©) Meetings, presentations and performance reviews 4) Reports, presentations and performance reviews Which of the following are examples of written communication? a) Letters and voicemail b) Reports and email ©) Circulars and voicemail 4) Presentations and email All the following are external stakeholders of an organization, except: a) Media b) Government ©) Suppliers 4) Shareholders Writing style can be improved through use of : a) Jargon b) Slang ©) Simple words 4) Metaphors Page 3 of 4vi. ix, All the following are principles of business letter writing, except : a) Consideration b) Directness c) Precision d) Ambiguity Arriving ahead of time for a meeting is an example of : a) Feedback b) Non-verbal communication ©) Verbal communication d) Etiquette ‘Wrong decoding means : a) Badly worded message b) Message sent to wrong receiver c) Interpreted meaning is different from intended message d) Message sent by wrong sender Consideration in a business letter means : a) Stressing the “me” attitude b) Using first person pronouns c) Stressing the “you” attitude 4) Appealing to the sender's interest Which of the following indicates the correct sequence of the communication process? a) Sender, Receiver, Channel, Message, Feedback b) Receiver, Feedback, Sender, Message, Channel c) Sender, Channel, Message, Feedback, Receiver 4) Sender, Message, Channel, Receiver, Feedback Page 4 of 4