HRES 7004 Business Communication L T P C

Version 1.0 3 0 0 3
Pre-requisites/Exposure Basic knowledge of English
Co-requisites
Students should have studied basics of management

Course Objectives

1. To enable students to understand the basic principle of communication including the

flow of communication, verbal as well as non- verbal in context of the organization.
2. To enable describe the various ways of employment communication as well as
develop the understanding and skill of presentation
3. To provide to the students the basic understanding of the verbal and non - verbal
communication so that they understand the different aspects of spoken and written
business communication.
4. To understand and apply basic principles of critical thinking, problem solving, and
technical proficiency in the development of exposition and argument

Course Outcomes

On completion of this course, the students will be able to

CO1: Demonstrate the applicability of the concept of business communication in the

organization.
CO2: Demonstrate the applicability of analyzing the complexities associated with
organizational communication written as well as verbal.
CO3: Demonstrate the use of basic and advanced proper writing techniques that today's
technology demands, including anticipating audience reaction.
Write effective and concise letters and memos.
CO4: Demonstrate skills to solve work place conflict and analyze different situations for use of
most appropriate conflict management technique.
Catalog Description
Communication skill in a manager is one of the important skills, which a manager must possess
to perform his/her role(s) effectively in an organization. Since he/she deals with employees, and
with customers outside the organization, it is important that in an organization he should be well
equipped in terms of different aspects of business communication. The course therefore covers
all constituents, which will make a manager’s job easy to handle.

Classroom activities involving lectures, discussions and case studies analysis (topped up with
role-play) will be designed to encourage students to actually get involved, absorb and assimilate
inputs. These activities will also be supplemented by group discussions, group presentations,
cooperative group solving problems, analysis of video cases and debates.

Class participation is a fundamental aspect of this course. Students will be encouraged to actively
take part in all group activities and to give an oral group presentation. Students will be expected
to interact with media resources, such as, web sites, videos, DVDs, and newspapers etc .

Course Content

Unit I: 6 lecture hours

Communication Basics: Communication Process Models, seven Cs of effective communication,

Barriers to communication, Adoption and selection of words.

Organizational Communication: Skills of effective organizational communication,

Understanding organizational communication- flow, channels, pattern of communication,
interoffice communication, Agenda, Minutes

Unit II: 6 lecture hours

Essential Characteristics of Presentation, Preparing a presentation, identifying the purpose.

Guidelines for effective presentation. Group Discussion: GD Types and Dos and don’ts. Types
of interviews. CV/Resume/Bio-data. Conduct of interview. Practice, Group GD for Problem
solving – Simulation exercise, Analysis of GD by faculty, Mock Interview

Unit III: 6 lecture hours

Verbal Communication: Importance of verbalization, Empathy in communication, Guidelines for

speaking skills, Communication through electronic media. Non Verbal Communication: Non-
verbal communication, Meta communication, Guidelines for developing positive non- verbal
communication

Unit IV: 6 lecture hours

Effective writing. Appearance and design of a business message. Writing good news and
routine letters, writing negative/ bad news letters, writing persuasive letters.

Unit V: 6 lecture hours

What is report, the purpose (identifying business Problem), Anatomy of Report. Contents,
Structure, Tables, appendices an annexures
.

Unit VI: 6 lecture hours

Conflict management: Types of conflict, Ways of managing conflict, Definition and differences
between argument, discussion and negotiation. Types of negotiation. Developing- Best
Alternative to a Negotiated Argument

Text Books

Text Books
1. Lesikar, Flatley, & Rentz(2007); Book on Business Communication By (11th,
Eleventh Edition)
2. Chaturvedi Mukesh(2004); Business Communication: Concepts, Cases And
Applications Pearson Education India

Reference Books
1. Book on Essentials of Business Communication Publisher: by Mary Ellen Guffey,
South-Western Educational.

Modes of Evaluation: Quiz/Assignment/ presentation/ extempore/ Written Examination

Examination Scheme:

Components Presentation/Assignment etc. ESE

Weightage (%) 50 50
ASSESSMENT TOOLS:
CO 1 CO2 CO3 CO4
Discussions Discussions Case study Analysis Case study Analysis
Assignments Assignments Video Analysis Video Analysis
Case let Analysis Case Analysis Presentations Presentations

Relationship between the Course Outcomes (COs) and Program Outcomes (POs)

Mapping between COs and POs

COURSE OUTCOMES ( COs ) POs

Demonstrate the applicability of the concept of business PO 1,2,

CO 1 communication in the organization. 3,4,7,8,9,10,
11,13, 14
Demonstrate the applicability of analyzing the complexities PO 1,2, 3,
CO 2 associated with organizational communication written as well 7,8,9,10,
as verbal. 11,14
Demonstrate the use of basic and advanced proper writing PO 1,2, 3,
CO 3 techniques that today's technology demands, including 8,9,10,
anticipating audience reaction. 11, 13,14
Write effective and concise letters and memos
Demonstrate skills to solve work place conflict and analyze PO 4,5,
CO 4 different situations for use of most appropriate conflict 8,12,13, 14
management technique.

Program Outcome / Course Outcome mapping

Course CO 1 CO 2 CO 3 CO 4
Outcomes
PO 1 3 3 3 2
PO 2 3 3 3 2
PO 3 3 3 3 2
PO 4 3 1 1 3
PO 5 2 2 1 3
PO 6 1 1 1 1
PO 7 3 3 1 2
PO 8 3 3 3 3
PSO 9 3 3 3 1
PSO 10 3 3 3 2
PSO 11 3 3 3 2
PSO 12 1 1 1 3
PSO 13 3 1 3 3
PSO 14 3 3 3 3
 e

7004
HRES
Cours

Code
Title

ation
Course

Business
Communic
3
1
Students will be able to develop and evaluate alternate managerial decisions and

PO
identify optimal solutions

3
2
Students will demonstrate effective application capabilities of their conceptual

PO

1 – Weakly mapped
understanding to the real world business situations

3 – Strongly mapped
3
3

2 – Moderately mapped
Students will be able to exhibit effective decision making skills, employing

PO
analytical and critical thinking ability

2
4
Students will demonstrate effective oral and written communication skills in the

PO
professional context

2
5
Students will able to work effectively in teams and demonstrate team building

PO
capabilities

1
6
Students will exhibit leadership and networking skills while handling business

PO
situations

3
7
Students will demonstrate sensitivity towards ethical and moral issues and have

PO
ability to address them in the course of business

3
8
Students will demonstrate employability traits in line with the changing dynamics

PO
of the industry

2
9
Students will demonstrate strong conceptual knowledge in the functional area of

PSO
management as well as LSCM domain

2
10
Students will demonstrate effective understanding of relevant functional areas of

PSO
management and their application in LSCM

3
11
Students will demonstrate analytical skills in identification and resolution of
PSO
business problems pertaining to LSCM & general management

2
Students will exhibit the ability to integrate functional areas of management with
PS12

domain perspective for the purpose of planning, implementation & control of

LSCM

3
13

Students will have global perspective towards business situations in the area of
PSO

LSCM
3
4

Students will exhibit deployable skills pertinent to the LSCM sector

PS
O1
 Model Question Paper

Name:
Enrolment No:

Course: HRES 7004 – Business Communication

Programme: MBA
Semester: EVEN 2017-18
Time: 03 hrs. Max. Marks:100

Instructions:
Attempt all questions from from Section A (each question marks is marked against it); any four
Questions from Section B (each carrying 5 marks). All questions from Section C is Compulsory
(each carrying 15 marks). All questions in Section D is compulsory and marks are mentioned
against each question.
Section A
1. Which of the following is NOT an external business written communication? (1
mark)
a) Complaint letter
b) Curriculum Vitae 1 CO1
c) Memo
d) Enquiries letter

2. An informal communication network or grapevine tends to be most active

when employees believe the formal communication network is not providing
the information they need (1 mark)
1 CO1
a) True
b) False

3. E-mail, intranets, newsletters, announcements, meetings, reports, suggestion

systems and telephone messages are all examples of ________ 1 CO3
communication channels. (1 mark)
 a) Upward
b) Formal
c) Informal
d) Diagonal

4. When developing application letters: (1 mark)

a). You can reuse one standard letter for different employers without
spending effort customizing it for each position.
b). Use active voice and action verbs.
1 CO3
c). Avoid flattery.
d). A and B.
e). B and C.

5 The memorandum begins directly – with the objective. The necessary information
follows: (1 mark)
a) True
1 CO2
b). False

6. An effective close for a speech contains (1 mark)

a) a restatement of the subject

b) a Summary of key points 1 CO2
c) a conclusion
d) all of the above

7. The direct style of writing bad news is when you write the ___________ first
followed by ________.(1 mark) 1 CO3

8. A manager wants greater acceptance of managerial decisions made, what

communication network you would recommend her: Give reason for your answer.
(1 mark)
a) Downward
b) Upwards
1 CO1
c) Horizontal
d) None

9. Which style of conflict management should you use (1 mark)

 when the issue is much more important to the other person than
to yourself
1 CO4
 as a goodwill gesture to help maintain a cooperative relationship.

10. Which of the following information should be included in minutes? (1 mark)

1 CO2
(1) Date and venue of the meeting
 (2) Decisions made at the meeting
(3) Comments from the members
(4) Action to be taken by the members

A All of the above

B All, except (2)
C All, except (3)
D All, except (4)

11. When is direct order appropriate in inquiries? When would you use indirect order?
(2 marks) 2 CO3

12. What is Conflict? Name the different ways of handling the conflict? (2 marks)
2 CO4
13. What are the elements of planning a presentation? ( 2 marks)
2 CO2
14. Use gender neutral expression- ( 2 marks)
a) Best man for the job
b) House wife
c) Executives and their wives 2 CO1
d) Manmade

15. What is communication network? How is grapevine affect communication (

2 marks) 2 CO1

SECTION B
1. Analyze the following information on the parameters of 7 c’s of communication 5 CO1

Hi Rekha:

I want to discuss with you a very exciting project in data Analytics for our
client. Lets meet sometime. Let me know the review of your new
software.

Best,

Teena
2. Identify the type, direction of communication and channels used 5 CO1
 Aircraft manufacturer McDonald Douglas has started a new dissemination
program where staff writes as per the instruction of the president of the
company prepare daily monthly and quarterly newsletter. These include a
wide range of operating topics like cost, scrap numbers, project reports, stock
prices and the problem encountered in the current project. This is then
disseminated to everyone associated with the program like employees
suppliers and middle level managers so that everybody is kept informed
promptly

3 Identify one common barrier from each of the following three barrier zones. 5 CO1
Also give an example and provide the solution for each of the common
barriers.
 Barriers by surrounding environment
 Barriers between people

4 Write a letter of thanks to thank your summer inter mentor for guiding you 5
during your summer intern project execution. Assume the additional CO3
information ( name of the mentor, company, project title and dates)

The director of Department of Group Marketing and Communication are 5 CO2

responsible to develop an annual promotional pack on mobile app. In order to
proceed, the Director must get an approval from the Regional Office Board
to secure their permission on the respective area considering the matters of
promotion and legal procedures. Since the hierarchical procedural may take
times and the time frames provided for the promotional launching are coming
soon, the directors personally contact each Support Directors and conducting
a consecutive number of informal meeting to discuss the matter.
a. What is the flow of communication from Director to support director?
b. What are the benefits and issues of this kind of communication?

SECTION C
.

Write a routine request (an inquiry) for the following situation. CO3 15
Q1.( This question has choice)
A) Land’s End, Inc. sells casual clothing by mail. You want to be on their
mailing list so that you receive all their catalogues.
 OR
B) You always wanted to do summer internship with XYZ (best company in
your Domain
). Write the cover letter for the summer internship.

Q2. How can Johari window help her improve the communication? Rita is a CO1 15
manager, she shows following style of communication

 Little feedback
 No communication to subordinate or superior
 Withdraws from decision making
 Not willing to take risks by making decisions
 concerned with self protection than function effectively

According to Johari window what advise will you give her to improve the
communication
Section – D (30 marks )
Leigh Randell is a supervisor of in-flight services at the Atlanta base of
Omega Airlines, a successful regional air carrier with routes throughout the
South and Southwest. In addition to Atlanta, it has bases in six major cities.

Randell’s job involves supervision of all in-flight services and personnel at

the Atlanta base. She has been with the airline for seven years and in her
present job for two years. While preferring flying to a permanent ground
position, she decided to try the management position. In her job, she reports
directly to Kent Davis, vice president of in-flight services.

During the past year, Randell has observed what she believes is a great deal
of duplication of effort between flight attendants and passenger service
personnel in the terminal with respect to paperwork procedures for boarding
passengers. This, she believes, has resulted in unnecessary delays in
departures of many flights-especially through flights (those that don’t
originate or terminate in Atlanta). Since most Omega through flights stop in
Atlanta, Randell believes that such delayed departures are probably not a
major problem at Omega’s other bases or at smaller airports. Thus, she has
decided to try to coordinate the efforts of flight attendances and passenger
service personnel with a simpler, more efficient boarding procedure, thereby
reducing ground time and increasing passenger satisfaction through closer
adherence to departure times.

In this respect, she has, on three occasions during the past two months,
written memo to Tom Ballard, Omega’s passenger services representative at
the Atlanta base. Each time, Randell has requested information regarding
specific procedures, time, and costs for boarding passengers on through
flights. She has received no reply from Tom Ballard. His job involves
supervision of all passenger service personnel. He has been with Omega for
five years, having joined its management training program immediately
after graduating from college. He reports directly to Alan Brock, vice
president of passenger services at the Atlanta base. Exhibit 1 presents the
organization structure for the Atlanta base.

Exhibit 1. Omega, Atlanta: Organization Chart

Last week, Leigh wrote a memo to Kent Davis:

For several months, I have been trying to develop a new method for
facilitating the boarding of passengers on through flights by more closely
coordinating efforts of In-Flight Services and Passenger Services. The
results would be a reduction in clerical work, cost and ground time and
closer adherence to departure times for through flights: “Unfortunately, I
have received no cooperation at all in my efforts from the passenger service
representative. I have made three written requests for information, each of
which has been ignored. Needless to say, this has been frustrating to me.
While I realize that my beliefs may not always be correct, in this instance I
am only trying to initiate something that will be beneficial for everyone
involved: Passenger Services, In-Flight Services, and, most important,
Omega Airlines. I would like to meet with you to discuss this matter and the
possibility of my transferring back to flight duty.
Kent Davis summoned Alan Brock and Tom Ballard to a hastily called
conference. Tom Ballard was mildly asked why he had not furnished the
information that Randell has requested.

“Too busy”, he said. “Her questions were out of sight. There was no time for
me to answer this sort of request. I’ve got a job to do. Besides, I don’t report
to her”.

“But Tom, you don’t understand,” Kent Davis said. “All Leigh Randell is
trying to do is improve the president system of boarding passengers on
through flights. she has taken the initiatives to work on something that might
benefit everyone”.

Tom Ballard thought for a moment. “No, ” he replied, “it didn’t look like that
to me. You know I’ve also had ideas on how to improve the system for quite
sometime. Anyway, she’s going about it all wrong.”

1. What barriers to effective communication do you detect in this case? CO1 5

( 5 marks)

C02 5
2. Is anyone “wrong” in this situation? By what other means could Randell
have requested the information from Tom Ballard? What do you think of
Tom Ballard’s reaction? Why?
( 5marks)

3. While communicating information vertically up or down the organization CO3 5

does not present a major problem, why is horizontal and diagonal
communication are more difficult to attain?
( 5 marks)

4. What would you recommend that the management of Omega Airlines do CO4 5
to remedy this situation?
(5 marks)

5. How would your recommendation improve communication in the CO2 10

organization?
(10 marks)

*****