BC 5years Solved Question Paper

Business Communication 22MBA16
II Jai Sri Gurudev II

Sri Adichunchanagiri Shikshana Trust ®
SJB Institute of Technology

(A Constituent of BGS & SJB Group of Institutions & Hospitals)
BGS Health & Education City, Dr. Vishnuvardhan Road, Kengeri, Bengaluru-560060
Affiliated to Visvesvaraya Technological University, Belagavi. Approved by AICTE, New Delhi.
Accredited by NAAC, New Delhi with ‘A’ Grade. Recognized by UGC, New Delhi with 2(f) and 12(B).
Certified by ISO 9001-2015
Phone No: +91-6366041109, +91-80-28612445/46, Fax No: +91-80-28612651. Email:principal@sjbit.edu.in
www.sjbit.edu.in
Department of Management Studies (MBA)
VTU Question Bank

BUSINESS COMMUNICATION
22MBA16
Department of Management Studies(MBA), SJBIT Page 1

Module – 1: Introduction
1) Define Communication.(3 marks) 18/19/20/21/22

Communication is an exchange of facts, ideas, opinions or emotions by two or more persons”
– George Terry
2) What is grapevine communication? (3 marks) 14/15/22
Grapevine Communication is an informal communication network where there will not be any
prescribed formal lines of communication.
3) What is Noise in communication? (3 marks) 20

In the process of transmitting a message, certain information that was not intended by the
information source is unavoidably added to the signal (or message). This "noise" can be
internal/filters (i.e., coming from the receiver's own knowledge, attitudes, or beliefs) or external
(i.e., coming from other sources).
4) What is Crisis Communication? (3 marks) 20

Crisis communication is an initiative which aims at protecting the reputation of the organization
and maintaining its public image.
5) Explain the purpose of Communication. (7 marks) 18/19/20

Purpose of communication
Communication to inform: to provide information to the reader. It is directed by the desire to
expose, develop and explain the subject. Its focus is the subject of communication. Eg. Research
Publications.
Communication to persuade: to provide information as well as to persuade the readers to
accept the offers. Its focus is on the receiver. Essentially all communication is deliberate and
intentional act of persuasion. A persuasive communicator wants the reader to understand the
message and to be influenced by it. Eg. Advertisements.
6) Discuss/ Briefly explain various barriers to effective communication. (7 marks) 20/22

Communication barriers:
1) Barriers related to sender:
• Lack of planning
• Vagueness on purpose of communication
• Choice of wrong language
• Different perception of reality
• Wrong choice of channel
2) Barriers related to receiver:

• Poor Listening
• Mistrust
• Lack of interest
• Premature evaluation
• Bias
• Semantic difficulties
• Different perception of reality
• Lack of trust/Distrust

• Attitudinal clash with the sender

• Not in physically fit state
3) General Barriers:
• Noise
• Lack of planning
• Unclarified asssumptions
• Socio-Psychological barriers
• Emotions
• Selective perception
• Information overload
• Time and distance
• Abstracting
• Poor listening
7) Describe/Explain the different types of formal & informal channels of communication in an

organisation. (7, 10 marks) 18/20/22
Formal Network: Virtually vertical as per chain go command within the hierarchy.
 Downward Communication : Highly Directive, from Senior to subordinate to assign duties, give
instructions, to inform to offer feedback, approval to highlight problems etc.
 Upward Communications: It is non-directive in nature from down below, to give feedback, to
inform about progress/problems, seeking approvals.
 Lateral or Horizontal Communication: Among colleagues, peers at same level communicate for
information sharing, for coordination to save time.
Informal Communication
• No formal organization chart is followed
• Not a planned channel
• Free from formalities
• Dynamic and reacts quickly
• May also supplement the formal channel.
Grapevine
• An informal channel of communication
• Primarily a channel of horizontal communication
• Can flow vertically and diagonally
Types of Informal Networks

• Single strand- flows like a chain, in sequence-one tells one
• Gossip –one person tells everybody else, non-selective basis
• Probability (randomly according to the law of probability)
• Cluster moves through selected groups whom they trust, most popular form

8) What are the components/elements of successful Communication? Discuss in detail the process of
communication. (10 marks) 18/20/21
Elements of Communication:
Probably the easiest way to understand how communication works is to define each of the key
terms shown in the diagram and build these definitions back into a complete picture of the
process as a whole.
1) Information/Message
This is the raw material of the communication – the actual data or the information which is
intended to convey to the recipient or receiver. Although it is usually called “information”, it
does not have to be simply factual. It may be an opinion or an idea, or a combination of fact
and opinion.
2) Sender
Sender is the body responsible for passing on the information. The sender is a person who
transmits, spreads or communicates a message or operates an electronic device. He is the one
who conceives and initiates the message with the purpose of informing, persuading,
influencing, or changing the attitude or opinion or behavior of the receiver.
3) Encoding
This is the process of changing the message into symbols that is patterns of words, gestures,
or pictorial forms or signs. The sender puts the information into a form suitable for sending.
The communication symbols are selected by the sender keeping in mind the receiver’s ability
to understand and interpret them correctly.
4) Message
Once the information is encoded, it is known as the message. It contains the meaning that the
sender wishes to convey to the receiver.
5) The medium
The medium is the larger group of communication instruments within which the message
belongs. Generally speaking, there are three main media:
 Written communication
 Oral (spoken) communication and
 Visual communication.

6) The channel
This is the physical means by which the message is communicated:
 For written communication, a postal service or a notice-board;
 For oral communication, a personal interview or a telephone system:
 For visual communication, a drawing, a photograph or film.
7) Noise
In the process of transmitting a message, certain information that was not intended by the
information source is unavoidably added to the signal (or message). This "noise" can be
internal/filters (i.e., coming from the receiver's own knowledge, attitudes, or beliefs) or
external (i.e., coming from other sources).
8) The recipient
This is the object to which the message is directed. It may be an individual, a group (such as
committee or firm), or even – as in the case of an advertising campaign – a specific target
group among the general public.
9) Decoding
This is the process by which the recipient interprets the meaning of the message. Note that
this may or may not be the same as the interpretation originally intended by the sender – the
result of this process is what the recipient understands the message to mean.
10) Feedback
Feedback is the name given to the information the sender derives from the way in which the
recipient reacts to the message. From it, the sender can decide whether or not the message
has achieved its intended effect.
9) Describe the 7C’s of Effective communication/ What are the principles of effective
communication. (10 marks) 20/21/22
Characteristics of successful communication
There are 7 C’s of effective communication which are applicable to both written as well as oral
communication. Following are the 7 characteristics of effective communication:
1) Completeness
2) Conciseness
3) Candidness
4) Clarity
5) Concreteness
6) Courtesy
7) Correctness
1) Completeness
Effective communications are complete, i.e. the receiver gets all the information he needs
from the sender to process the message and take action. A complete message reduces the
need for follow-up questions and smoothens the communication process. It should convey all
facts required by the audience. The sender of the message must take into consideration the
receivers mindset and convey the message accordingly.

2) Conciseness
Conciseness is about keeping your message to a point. It is nothing but communicating what
you want to convey in least possible words without foregoing the other C’s of
communication. It means wordiness, i.e., communicating what you want to convey in least
possible words without forgoing the other C’s of communication. It is necessity for effective
communication.
3) Candidness
Whenever we speak in front of others, it should be honest and sincere. Candidness implies
being fair to oneself and others involved in the situation. Honesty shows self-confidence and
in oral communication confidence is a key element to make an impact.
4) Clarity
It implies emphasising on a specific message or goal at a time, rather than trying to achieve
too much at once. Clarity in communication has following features:
 It makes understanding easier
 Complete clarity of thoughts and ideas enhances the meaning of message.
 Clear message makes use of exact, appropriate and concrete words.
5) Concreteness
A concrete message is specific, tangible, and vivid. It’s supported by facts and figures for
enhanced credibility. It helps your audience gain an overview of the broader picture. It
implies being particular and clear rather than fuzzy and general. Concreteness mitigates the
risk of misunderstanding, fosters trust and encourages constructive criticism.
6) Courtesy
Courtesy and consideration complement each other in effective communications. Courtesy
means the message should show the sender’s expression as well as should respect the
receiver’s culture, values and beliefs. The sender of the message should be genuinely polite,
judicious, reflective, enthusiastic and unbiased.
7) Correctness
Correct grammar and syntax vouch for increased effectiveness and credibility of your
message. Formal errors might affect the clarity of your message, trigger ambiguity and raise
doubts. They might also have a negative impact on the overall perception of the message,
which could be seen as sloppy or negligent.

Module – 2 Oral Communication
1) Define Oral Communication (3 marks) 21

Oral communication is also called as verbal communication. It is the process of expressing
information or ideas by word of mouth.
2) What is Empathy in communication? (3 marks ) 22

Empathy in communication is the exchange of ideas or information that is based on
understanding others' emotions and perspectives. It's about the communicator putting
themselves in their audience's shoes and bringing compassion to their situation when imparting
direction or news.
3) Distinguish between hearing and listening. (3 marks) 22

Hearing is a passive, involuntary, sensory process in which we perceive sounds. It is a
physiological response that involves our perception of sound. It does not require focused
attention.
Listening is an active, voluntary, and intentional process that involves making sense of the words
and sounds you hear; it requires your attention. In turn, you may develop an emotional response
to what you hear.
4) What is Non-verbal communication?(3 marks) 19/20

Non Verbal Communication refers to the wordless messages received through gestures, signs,
body movement, facial expressions, tone of voice, colour, time, space and style of writing and
choice of words.
5) What are the principles of successful oral communication? Briefly explain. (3,7 marks)
19/20/21
Principles of successful oral communication:
a) Purpose: The purpose of talking effectively is to be heard and understood by listener.
b) Simple words: It is best to use commonly used simple and familiar words to make listener
understand the message.
c) Pitch: We often lower our pitch when sad and raise it when excited. In contrast, if we are
bored, we may speak in a monotone that reflects our lack of interest. A lively animated pitch
encourages interaction, whereas a monotone discourages it.
d) Tone and body language: The tone of voice in communication is defined as 'the way a person
speaks to someone'. It is how we use our voice to get our point across. If we don't do it right,
there is a risk of our point getting lost or misinterpreted. An optimistic and positive tone of
voice is always welcome.
e) Body language: It is the use of physical behaviour, expressions, and mannerisms to

communicate non-verbally. Non-verbal behaviours can allow people to be at ease, build trust
and connections with others. However, they can also confuse others, generate tension, and
even create an uncomfortable environment.

f) Pace of speaking: This is the speed at which we talk. If speech is too fast, then listeners will
not have time to assimilate what is being said. It is also a good idea to vary the pace -
quickening up at times and then slowing down – because this will help to maintain interest.
g) Fluency: Fluency in a language means speaking easily, reasonably quickly and without having
to stop and pause a lot. Becoming fluent in a language can take many years.
6) Describe the concept of non-verbal communication such as kinesics, proxemics, chronemics

and paralanguage with example of your choice. (10 marks) 22
a) Kinesics is the interpretation of body motion communication such as facial expressions and
gestures, nonverbal behavior related to movement of any part of the body or the body as a
whole.
b) Proxemics is a type of nonverbal communication. It is the way we signal to others how

comfortable we are with certain distances. The norms of proxemics vary by culture. The
distance we place between ourselves and others might be different in other cultures or parts
of the world.
c) Chronemics is the study of the use of time in nonverbal communication. Time perceptions
include punctuality, willingness to wait, and interactions. The use of time can affect lifestyles,
daily agendas, speed of speech, movements and how long people are willing to listen.
d) Paralanguage involves tone and nonverbal aspects of speech that influence meaning,
including how loudly or softly you are speaking, intensity, pausing, and even silence. Perhaps
you've also heard of a pregnant pause, a silence between verbal messages that is full of
meaning.

Module – 3 Written Communication
1) What do you mean by Written Communication? (3 marks) 20/22

Written Communication is defined as any type of message that utilizes written words. It is the
most common form of business communication and has become increasingly important
throughout the information age. Written communications can take place traditionally on paper or
more modernly on an electronic device, such as by email or electronic memo.
2) What is Clarity in Writing? (3 marks) 21

Writing with clarity means providing enough context that the reader can make sense of the
message.
3) What is Coherence in Written Communication? (3 marks) 20

Coherence in writing is the logical bridge between words, sentences, and paragraphs. Coherent
writing uses devices to connect ideas within each other.
4) What is the purpose of writing? (3 marks) 18/20

Purpose of Writing:
1) To Inform
2) To Persuade
5) Explain Salutation & Closing of a letter.(3 marks) 18/19/20

A salutation is a greeting used in a letter or other communication. Salutations can be formal or
informal. The most common form of salutation in an English letter includes the recipient's given
name or title. For each style of salutation there is an accompanying style of complimentary close,
known as valediction.
6) Discuss the 3X3 writing process for business communication.(7, 10 marks)

18/19/20/21/22
The Three-Step Writing Process in Business communication:
1) Prewriting ( Planning)
2) Writing
3) Revising (Completing)
1) Pre-writing
Team members work closely to determine purpose, audience, content, organization
 Analyze: Ask what the purpose of the message is and how the message is to be delivered (i.e.
via email, letter, memo, presentation, etc.).
 Anticipate: Determine what type of audience will be receiving the message and how they are
likely to react to it in order to determine the tone of the message. For example, if a message is
being sent to a supervisor of some sort, the tone one one's writing will necessarily be more
formal than a message being sent to a fellow worker.
 Adapt: This step combines the analysis and anticipation stages. Guffey explains that
"adaptation is the process of creating a message that suits your audience". When adapting the
message to a specific audience, try to imagine how the receiver will most likely react to the
message. By keeping the needs and interests of the receiver in mind, business writers can help

cultivate an empathetic relationship with the reader and, in turn, are more likely to achieve
their purpose.
2) Writing
Team members work separately
 Research: This stage allows the writer to gather any information, data, and facts that are
needed to write the message. Research can involve search engines, books, personal surveys
and interviews, among other methods.
 Organize: Use diagrams and outlines to help group similar ideas together and narrow the
focus of the message. A good rule of thumb is to combine information into groups of three to
five categories which will ultimately become the main ideas or headings of the message. Direct
pattern for receptive audiences. Indirect pattern for unreceptive audiences.
 Compose: First drafts are often written quickly and are in no way perfect, but they serve as a
way to initially lay thoughts down on paper for future refinement.
3) Revising
 Revise: Guffey describes revision as the stage where writers can "edit the message to be sure
it is clear, conversational, concise, and readable. Look for ways to highlight important
information" . Here, you'll want to read and re-read drafts to eliminate wordiness and
redundancies and find places where bulleted lists, bold fonts, and other visual aids would be
helpful and appropriate.
 Proof read: Always check for spelling or grammatical errors. The sense of credibility and
professionalism could be quickly lost with a single mechanical error.
 Evaluate: Ask if the final product ended up suiting both the purpose and the needs of the
audience. Writers will often have to go through the revision stage quite a few times before
feeling comfortable enough to actually send the message, so writers are encouraged to do so.
7) Illustrate the principles of effective writing. (10 marks) 18

Principles of effective writing:
a) Accuracy: The writer should check & double-check all facts & figures, the choice of words, the
language & tone.
b) Brevity: It is bad manners to waste [the reader's] time. Therefore brevity first, then, clarity.
c) Clarity: One has to be clear and specific in their letter. The words used should be
unambiguous and not vague. Avoid giving abstract information.
8) Define Business Letter. Briefly explain the different types of Business Letters. (10 marks)
21
Business letter writing is one of the oldest forms of business correspondence, but it's still an
important skill to master. It's vital to balance the engaging tone of a letter with the formal
expectations of a business setting.
Different types of business letters:
a) Cover Letters
b) Recommendation Letters
c) Follow Up Letters
d) Offer Letters

e) Sales Letters
f) Resignation Letters
g) Thank You Letters
h) Complaint Letters
i) Apology Letters
j) Welcome Letters
k) Request Letters
l) Announcement Letters
m) Termination Letters
9) What is Business Letters? Explain the layout/ elements or parts of Business Letter. (10
marks) 18/20/22
Layout/Elements/Main parts of a business letter:
a) Heading: Include your name and contact information, such as an address, phone number and
email address. You might also include a company logo in the header.
b) Date: the date you send the letter.
c) Reference: Applicants may reference a job position or customers may refer to the order
information when filing a complaint.
d) Recipient's address: the details of the recipient including their address and contact
information.
e) Subject: Include the topic of the letter. If you are writing a complaint letter, the subject can be
the order number.
f) Salutation: the formal greeting directly addressing the recipient.
g) Body Paragraphs: the full text with details of the letter and relevant information.
h) Closing: the last paragraph in a business letter that includes what the writer expects from the
recipient.
i) Signature: Some letters require a handwritten signature in addition to a typed signature.
j) Enclosures: Consider including your contact information. You may not need to include this if
you have shared your contact details in the heading.
k) Copy Circulation: the additional recipients for a letter.
l) Post Script: You can include an additional message after the writer finishes an article. You can
note this with P.S. and your text after your signature.
10) Discuss the characteristics & styles of a good business letter.(10 marks) 19/20/22
Characteristics of a good business letter:
a) Clear
b) Simple
c) Concise
d) Concrete
e) Accuracy
f) Coherent
g) Complete
h) Relevance
i) Courteous
j) Neatness

Business Letter Styles:

a) Full Block Style
b) Modified Block Style
c) Standard Format
d) Indented Style
e) Simplified Style
f) Open Business Letter
g) Semi-Block Style
h) Modified Semi-Block Style
i) Hanging Intended Style

Module – 4 Business Reports
1) What do you mean by Report Writing? (3 marks) 21

Report writing is a formal style of writing elaborately on a topic. The tone of a report is always
formal. The audience it is meant for is always thought out section. For example – report writing
about a school event, report writing about a business case, etc.
2) What do you mean by Agenda? (3 marks) 22

An agenda is a list of meeting activities in the order in which they are to be taken up, beginning
with the call to order and ending with adjournment.
3) Define Meeting. (3 marks) 21

A meeting is a group communication in action around a defined agenda, at a set time, for an
established duration. Meetings can be effective, ineffective, or a complete waste of time.
4) Name the various documentations of meeting. (3 marks) 20

Meeting documentation includes notice, agenda, resolution and minutes.
5) What is persuasive letter?(3Marks) 18/20

Persuasive letter is any written communication with the intention to convince or influence
readers to believe in an idea or opinion and to do an action.
6) What is the purpose of a report? List the parts of a long formal report. (3 marks) 20
The purpose of business reports is to enable management to have timely, factual information at
hand for planning and decision making.
Components of a long formal report are:
 Title Page
 Letter of authorization
 Letter of transmittal
 Table of contents
 Synopsis or summary
 Introduction
 Body of the report
 Conclusions
 Recommendations
 Bibliography
 Appendices
 Brief Guidelines for Sections
7) Enumerate the types of press releases. (7 marks) 21

a) General News
b) Launch Release
c) Event Press Release
d) Product Press Release
e) Executive, Staff and Employee Press Release
f) Expert Position Press Release

8) Briefly explain the contents of short term and long term reports. (7 marks) 21
Short & Long Reports:
A short report is also called informal report while a long report is sometimes referred to as formal
report. A short report is often no more than a single page of statement containing facts and
figures in the most concise manner. A short report is like a memorandum and does not need a
cover. This style of report is often casual and relaxed. The style of writing includes use of first
person such as I and We in sharp contrast to long report where full names of people are used.
A long report always has a title, introduction, body, and then conclusion. It is always more than
one page in length. It sometimes contains a covering letter that mentions all the details that are
included in the long report. At the end of the long report, there is bibliography and appendix. It is
common to have a long report printed and bound with hard cover. The tone in a long report is
restrained and somber in contrast to a short letter. The report is always a long one and consists of
all or only some of these parts: cover, title page, contents page, and letter of transmittal (covering
letter), summary, introduction, and the body of report, conclusion with or without
recommendations, appendix, bibliography, and index. It is even printed sometime and bound in
hard covers like a book. When it happens to be very long, a summary of its main points is given
after the introduction. In style, the long or formal report is impersonal and restrained in tone. The
writer or writers generally do not use the first person (I or WE), but used third-person reference
in some such ways. "It was found" and "the writers are of the opinion" etc.
9) What is report? Describe the various types of reports? (7, 10 marks) 21/22
Reports are part of any business or organization, from credit reports to police reports, they serve
to document specific information for specific audiences, goals, or functions.
Types of Reports and Their Functions
Type Functions
Laboratory Communicate the procedures and results of laboratory activities.
Report
Research Report Study problems scientifically by developing hypotheses, collecting data,
analyzing data, and indicating findings or conclusions.
Field Study Report Describe one-time events, such as trips, conferences, seminars, as well as
reports from branch offices, industrial and manufacturing plants.
Progress Report Monitor and control production, sales, shipping, service, or related
business process.
Technical Report Communication process and product from a technical perspective.
Financial Report Communication status and trends from a finance perspective.
Case Study Represent, analyze, and present lessons learned from a specific case or
example.
Needs Assessment Assess the need for a service or product.
Report
Comparative Discuss competing products or services with an analysis of relative
Advantage Report advantages and disadvantages.
Feasibility Study Analyze problems and predict whether current solutions or alternatives
will be practical, advisable, or produced the desired outcome(s).
Instruction Communicate step-by-step instructions on the use of a product or service.
Manuals

Compliance Document and indicate the extent to which a product or service is within
Report established compliance parameters or standards.
Cost-Benefit Communicate costs and benefits of products or services.
Analysis Report
Decision Report Make recommendations to management and become tools to solve
problems and make decisions.
Benchmark Report Establish criteria and evaluate alternatives by measuring against the
establish benchmark criteria.
Examination Report or record data obtained from an examination of an item or
Report conditions, including accidents and natural disasters.
Physical Describe the physical characteristics of a machine, a device, or object.
Description
Report
Literature Review Present summaries of the information available on a given subject
10) What is memo? Discuss the components of memo.(7Marks) 18/21

A memo is intended to inform a group of people about a specific issue, such as an event, policy, or
resource, and encourages them to take action. The word “memorandum” means something that
should be remembered or kept in mind. [1] Here’s a guide to writing readable, effective memos.
Memos should have the following sections and contents:

a) A 'To' section containing the name of the receiver. For informal memos, the receiver's given
name; e.g. 'To: Andy' is enough. For more formal memos, use the receiver's full name. If the
receiver is in another department, use the full name and the department name. It is usually
not necessary to use Mr., Mrs., Miss or Ms. unless the memo is very formal.
b) A 'From' section containing the name of the sender. For informal memos, the sender's other
name; e.g. 'From: Bill' is enough. For more formal memos, use the sender's full name. If the
receiver is in another department, use the full name and the department name. It is usually
not necessary to use Mr., Mrs., Miss or Ms. unless the memo is very formal.
c) A 'Date' section. To avoid confusion between the British and American date systems, write the
month as a word or an abbreviation; e.g. 'January' or 'Jan'.
d) A Subject Heading.
e) The message.
f) Unless the memo is a brief note, a well-organised memo message should contain the following
sections:
a. Situation - an Introduction or the purpose of the memo
b. Problem (optional) - for example: "Since the move to the new office in Kowloon Bay, staff
have difficulty in finding a nearby place to buy lunch."
c. Solution (optional) - for example: "Providing a microwave oven in the pantry would enable
staff to bring in their own lunchboxes and reheat their food."
d. Action - this may be the same as the solution, or be the part of the solution that the receiver

needs to carry out; e.g. "we would appreciate it if you could authorise up to $3,000"
e. Politeness - to avoid the receiver refusing to take the action you want, it is important to end
with a polite expression; e.g. "Once again, thank you for your support.", or more informally
"Thanks".
g) Signature
11) List the objectives of report. Elaborate the types of reports. (10marks) 18/20/21
Objectives of report:
 To communicate the changes
 To inform about the progress
 To analyze the inputs against the outputs
 To share the lesson learns
 To inform others what you did against what you planned
 Analyze the recommendations
 Risk reduction preparation
 To plan accordingly for up-coming period
12) Discuss on the step by step process in setting up effective meetings (10 marks) 21
Business meetings refers to corporate meetings of highest degree where all the associated
stakeholders meet. It’s combination of employee representatives, board of directors, key
company personnel.
Steps in setting up effective meetings.
1. Notice
Before the commencement of the board meeting, every member should be informed formally
through notice. The idea of sending notice of meeting is to ensure that all the participants are
informed of the meeting well in advance. Otherwise half of the board members might meet
behind the others’ backs and make decisions unknown to others.
The chairperson is usually responsible for the practical arrangements of sending a notice
meeting. The responsibility can be shared, but ultimately it belongs to the chairperson.
Notice means an invitation in writing to the concerned persons for attending in the meeting.
Preparing and serving notice is an essential requirement of a valid meeting. If the authority
fails to serve notice to any one of the eligible members, the meeting will be invalid. It is a
written or an oral statement that contains the particulars of holding a meeting. ... It is a letter
of invitation which carries the request to the members to attend a meeting. A notice includes
time, place, date and agenda of a meeting.
2. Agenda
Agenda is the discussion topic of the meeting. Only the topic under discussion is considered
for meeting and the board adheres to it. It is a list of meeting activities in the order in which
they are to be taken up, beginning with the call to order and ending with adjournment. It
usually includes one or more specific items of business to be considered. It may, but it is not
required to include specific times for one or more activities. It may also be called as a docket.
3. Resolution & Minutes

A minute of the meeting is the overall record of what transpired in the meeting, including the
name of the attendees. Resolution of a meeting is when a complaint is solved, done. A minute

is a written record of what has happened at a meeting. A resolution is a record of any

decisions made at the meeting. A resolution is a written document that describes the actions
taken by the board of directors of the corporation.
Minutes include the following:
1. Date, time and place of the meeting
2. Names of those in attendance
3. Proxies tabled
4. The wording of each question decided
5. Votes for and against
6. Details of correspondence, reports, notices or other documents tabled
7. Tome the meeting is closed.
How to Write a Resolution

Format the resolution by putting the date and resolution number at the top. If it’s the board’s
first resolution, you can number it whatever you want. Consider using something like 0001
and then giving all future resolutions a consecutive number.
Form a title of the resolution that speaks to the issue that you want to document. For example,
“Resolution to Designate Funds of the 2016 Gala Fundraiser to the Marketing Fund.”
Use formal language in the body of the resolution, beginning each new paragraph with the
word, whereas. The first sentence should reference the board’s responsibility. For example,
“Whereas it is the responsibility of the Board to designate funds for a specific purpose.”
Continue writing out each important statement of the resolution, beginning each paragraph
with whereas.
The last statement of the resolution should state the final resolution, which is the action that
the board took. For example, “Now, therefore be it resolved to designate the funds of the 2016
Gala Fundraiser to the Marketing Fund.”
The bottom of the resolution should list the names of the board members voting on the
resolution and spaces adjacent to their names where they can indicate a “yes” or “no” vote.
Obviously, the resolution is approved when the majority of the board members vote “yes.”
There should also be a place for the board president to sign and date the resolution.

Module – 5 Case method of learning
1) List the different types of cases. (3Marks) 18/20/22

Different Types of Cases include:
a) Illustrative
b) Exploratory
c) Cumulative
d) Critical Instance
2) Define employment communication. (3 marks) 21

Communication between job seeker and employer is known as employment communication.
Communication through writing is essential in the modern world and is becoming ever more so
as we participate in what is now commonly called the information age. Written communication is
the most common form of business communication.
3) What is Electronic Writing? (3 marks) 22

Electronic writing means the taking of notes or otherwise writing by electronic means and
includes but is not limited to the use of word processing software and the composition of texts,
emails, instant messages, and postings to social media and networking services.
4) How to overcome the difficulties of the case method?(7Marks) 20

Overcoming the difficulties of the case method:
 Overcoming the Fear of Writing and Speaking Command on speaking
 Ability to present your problems statements or solutions either on paper or orally Command
on writing, Reading the case.
 Preparing a list of the major opportunities before the company & the problems faced by the
company.
 Multiple solutions might be possible, so analyse.
 Telling how to implement the solution.
 Note the important points.
 Environment.
 Competitors
 Economic Conditions.
 Internal problems.
5) Discuss the methods of reading a case. (10marks) 19/20

Reading a case properly (Previewing, Skimming, Reading, Scanning)
a) Previewing: Previewing is to learn as much about the case as possible before actually reading
it. Look at the title, subtitle, headings and subheadings. Resist the temptation to mark any
items on the case. Merely size up the case how you are going to read and dissect it.
b) Skimming: is used to quickly identify the main ideas of a text. When you read the newspaper,
you're probably not reading it word-by-word, instead you're scanning the text. Skimming is
done at a speed three to four times faster than normal reading. People often skim when they
have lots of material to read in a limited amount of time. Use skimming when you want to see
if an article may be of interest in your research. Skimming is not for situations where a high

level of comprehension is required, but is very useful when it may be appropriate to accept a
level of comprehension somewhat lower than that obtained at average reading speeds.
c) Reading: Read at a comfortable pace. Look for answers to questions or specific details that
you will need in deciding on solutions. Make brief penciled notations to yourself, later make
them bolder with ink.
d) Scanning: is a technique you often use when looking up a word in the telephone book or
dictionary. You search for key words or ideas. In most cases, you know what you're looking
for, so you're concentrating on finding a particular answer. Scanning involves moving your
eyes quickly down the page seeking specific words and phrases. Scanning is also used when
you first find a resource to determine whether it will answer your questions. Once you've
scanned the document, you might go back and skim it.
6) What is a Case? How is Systematic Analysis of case study carried out? / How to analyse a
case study? (7 marks) 20/21
A case is a written account of real or simulated managerial problems, dilemmas, and situations
calling for solutions.
Process of Case Analysis
Step 1: Study the Case
Step 2: Identify the Problem
Step 3: Define the Problem
Step 4: Identify the Cause of the Problem
Step 5: Develop Alternative Solutions
Step 6: Evaluate the Alternatives
Step 7: Develop a Plan of Action
7) Briefly elaborate the benefits of the intranet. (7Marks) 14

An intranet is a private computer network that uses Internet protocols, network connectivity to
securely share part of an organization's information or operations with its employees. The same
concepts and technologies of the Internet such as clients and servers running on the Internet
protocol suite are used to build an intranet.
Benefits of Intranet:
 Workforce productivity improves.
 Connectivity with other systems.
 Increases collaboration and coordination.
 Cost-effective.
 Can capture and share knowledge.
8) Write a note on SMS, Tele conferencing & Video Conferencing. (2 marks, 8 marks)
16/17/18/22
SMS
The Short Message Service (SMS), often called text messaging, is a means of sending short
messages to and from mobile phones. SMS was originally defined as part of the GSM series of
standards in 1985 as a means of sending messages of up to 160 characters, to and from GSM
mobile handsets.

Advantages
 It is Less Disturbing While You can Still Stay in Touch.
 It is often less time-consuming.
 Sent to an Offline Mobile Phone.
 It is also a convenient way for deaf and hearing-impaired people to communicate.
 You can get reminders.
Disadvantages
 Impersonal in nature.
 It's strictly for sending text messages.
 You have to pay for it.
 It is promoting poor spelling in young people.
 It may happen received virus sms from unknown sender.
 Speed inconsistency.
Teleconferencing
Teleconferencing means meeting through a telecommunications medium. It is a generic term for
linking people between two or more locations by electronics. There are at least six types of
teleconferencing: audio, audio graphic, computer, video, business television (BTV), and distance
education.
Advantages
 Easy to use.
 Easily available.
 Easy to participate from any telephone line in the world.
 Takes only few minutes to set up a conference call.
 Costs little.
Disadvantages
 Technical failures.
 Unsatisfactory for complex interpersonal communication.
 Impersonal, less easy to create an atmosphere of group rapport.
 Difficulty in determining Participant speaking order.
Videoconferencing
A videoconference (also known as a video teleconference) is a set of interactive
telecommunication technologies which allow two or more locations to interact via two-way video
and audio transmissions simultaneously.
Advantages
 Communicating face- to- face.
 It saves the time and cost of traveling.
 It makes discussion more meaningful.
Disadvantages
 Low resolution and frame rate of the video and the low quality of the audio.
 Eye Contact.
 Appearance Consciousness.
Module – 6 Presentation and Negotiation Skills
1) What are the elements of presentation? (3 marks) 18/20

Elements of presentation:
1. Know your audience
2. Select the topic of presentation
3. Define the objective of presentation
4. Prepare the content of presentation
5. Take extra care for introduction and conclusion
6. Practicing the delivery of presentation
2) What is Etiquette? (3 marks) 20

Communication etiquette refers to the accepted ways of communicating with others in the
workplace. Good communication etiquette includes behavior and strategies that can help you
relay information clearly while maintaining positive relationships with your supervisors,
colleagues and clients.
3) Describe the conflict handling strategies in negotiation. (7 marks) 22

 Clearly define goals. It's important to define your desired outcome ahead of time to ensure you
stay focused
 Consider the other party's background
 Be proactive
 Know your role
 Use established forums for negotiating conflicts
 Be flexible with time
 Focus on creating value
4) Discuss the steps in preparing for presentation. (7 marks) 20

Preparing a presentation can be an overwhelming experience if you allow it to be one. The
strategies and steps below are provided to help you break down what you might view as a large
job into smaller, more manageable tasks.
Step 1: Analyse your audience
The first step in preparing a presentation is to learn more about the audience to whom you'll be
speaking. It's a good idea to obtain some information on the backgrounds, values, and interests of
your audience so that you understand what the audience members might expect from your
presentation.
Step 2: Select a topic

Next, if possible select a topic that is of interest to the audience and to you. It will be much easier
to deliver a presentation that the audience finds relevant, and more enjoyable to research a topic
that is of interest to you.
Step 3: Define the objective of the presentation

Once you have selected a topic, write the objective of the presentation in a single concise
statement. The objective needs to specify exactly what you want your audience to learn from your
presentation. Base the objective and the level of the content on the amount of time you have for

the presentation and the background knowledge of the audience. Use this statement to help keep
you focused as you research and develop the presentation.
Step 4: Prepare the body of the presentation

After defining the objective of your presentation, determine how much information you can
present in the amount of time allowed. Also, use your knowledge about the audience to prepare a
presentation with the right level of detail. You don't want to plan a presentation that is too basic
or too advanced.
Step 5: Prepare the introduction and conclusion
Once you've prepared the body of the presentation, decide how you will begin and end the talk.
Make sure the introduction captures the attention of your audience and the conclusion
summarizes and reiterates your important points. In other words, "Tell them what you're going to
tell them. Tell them. Then, tell them what you told them."
During the opening of your presentation, it's important to attract the audience's attention and
build their interest. If you don't, listeners will turn their attention elsewhere and you'll have a
difficult time getting it back.
Step 6: Practice delivering the presentation

Most people spend hours preparing a presentation but very little time practicing it. When you
practice your presentation, you can reduce the number of times you utter words and phrases like,
"um," "well," and "you know." These habits can easily diminish a speaker's credibility. You can
also fine-tune your content to be sure you make your most important points in the time allotted.
5) Elaborate the factors affecting the negotiation process. (7 marks) 19/20

6 Important Factors that affect the Process of Negotiation:
Given its complexity, several factors affect the process of negotiation. We may broadly group
them into six - authority, credibility, information, time, and emotional control and communication
skills.
1. Authority
The first key factor affecting any negotiation is authority. Negotiation may start with deliberation
but to be effective, it has to end up in a conclusion or settlement. For this, both the parties should
have the power or authority to conclude the deal.
If one party believes that the other party does not have the requisite authority to make a
commitment or at least mediate and carry the process forward, he or she may not be keen to
come to the negotiating table.
If the parties derive their authority from a higher authority, they should know to what extent they
can stretch. Committing beyond the extent of authority they are vested with may result in
negating the negotiation.
2. Credibility
Trust and mutual confidence are very relevant in any process of negotiation. People who are
known to be honest, sincere, steady and reliable have an edge when they enter the process of
negotiation.
The question in the mind of a group when the other person speaks is can we trust this person’s
perspectives, opinions and statements? For negotiations to proceed smoothly, the answer to this
question should be positive.
Credibility comes from the person’s knowledge, expertise, track record and relationships. It is

essential that both the parties have in their teams those people who are perceived as being
credible.
3. Information
Negotiation often proceeds on the basis of facts, figures, past data, future trends and outlook,
studies, empirical data and calculations. Information, to repeat a cliché, is power. Adequate and
reliable information about the various issues involved is essential for ensuring the success of a
negotiation exercise.
4. Time
The time frame within which the negotiation should be completed is another important factor
affecting the process of negotiation. One of the parties may have a certain urgency as a result of
which they may be in a hurry to conclude the negotiation.
It is due to time constraints that negotiations cannot go on endlessly and both the parties should
agree on a time frame within which the process has to be completed.
At the same time, the very process of negotiation is such that the other party cannot be hurried
too much. Both the parties need to have adequate patience. Putting the other party under undue
pressure is certainly not desirable.
5. Emotional control
Human beings are not just rational, they are also emotional. Every person has his or her qualities
of the head and heart. It is true that in business situations, people take decisions based on
thinking and reasoning and after a careful evaluation of choices before them.
Yet, if we scratch the surface, we do find emotions at play. Good negotiators are aware of the play
of emotions and are responsive to them. Apart from assessing the emotional state of the people in
the other party, the negotiator should himself display the appropriate emotional state.
6. Communication Skills
As we have already noted, negotiation is an intense process involving exchange of messages.
These messages are not necessarily bits and pieces of information.
What needs to be shared with others during the process of negotiation would be a complex mix of
ideas, attitudes and even emotions. The negotiator needs to state, articulate, explain, reason out,
appeal, concede, persuade, persevere and even remain silent depending upon the situation. Good
negotiators use silence effectively.
6) Explain the stages in negotiation process. (7 marks) 21

Six Stage Negotiation Process
Stage 1 – Statement of Intent
The Process begins when a First Nation submits a Statement of Intent with the BC Treaty
Commission. To be accepted, the Statement of Intent must identify for treaty purposes the First
Nation’s governing body, the people it represents and show that it has a mandate from those
people to enter the process. The statement must also identify the First Nation’s traditional
territory in BC and identify any overlaps with other First Nations.
Stage 2 – Preparation for Negotiations

Within 45 days of the Statement of Intent, the First Nation, Canada and BC conduct their initial
meeting to exchange information, consider the criteria that will determine the parties’ readiness
to negotiate, and identify issues of concern. When the BC Treaty Commission has determined that

all three parties meet the readiness criteria, it will confirm that the treaty table is ready to move
to Stage 3.
Stage 3 – Negotiation of a Framework Agreement

The parties negotiate the framework agreement which identifies the content for negotiations and
establishes procedures and a time table for negotiations. It is essentially a “table of contents” for
the negotiation of a comprehensive treaty. At this stage the parties are also expected to embark
on a program of public information and education which is pertinent to their table. This public
information program is to continue throughout the negotiations process.
Stage 4 – Negotiation of an Agreement in Principle (AIP)

This stage marks the beginning of substantive negotiations. During Stage 4 the parties examine in
detail the elements of the framework agreement. The Agreement in Principle will identify and
define a range of rights and obligations, including existing and future interests in land, sea and
resources, structures and authorities of government, regulatory processes, amending processes,
dispute resolution, and fiscal arrangements. The AIP will also outline the ratification process and
implementation plan for the treaty.
Stage 5 – Negotiation to Finalize a Treaty

The Treaty will formalize the new relationship among the parties and embody the agreements
reached in the AIP. Any technical and legal issues still present will be examined and resolved by
the parties. The treaty will be signed and formally ratified at the conclusion of this stage.
Stage 6 – Implementation of a Treaty

Plans to implement the treaty are carried out. All aspects of the treaty will be realized and with
continuing goodwill, commitment and effort by all parties, the new relationship will be brought to
maturity.
7) What are the elements of presentation? What is a visual aid & its advantages? (10 marks)
20/22
Elements of presentation:
1. Know your audience
2. Select the topic of presentation
3. Define the objective of presentation
4. Prepare the content of presentation
5. Take extra care for introduction and conclusion
6. Practicing the delivery of presentation
Visual aids include objects, images, diagrams, data graphs, charts such as pie charts, and moving
images such as videos. Common technologies used to share visual aids include projectors,
presentation applications, and whiteboards.
Advantages of visual Aids in presentation:
1. Holds the attention of the audience
2. Makes the participants to involve and engage in the presentation
3. Understand and Remembering
4. Minimises the chances of mistakes

8) Explain the various negotiation strategies. (10 marks) 18/20

Negotiation Strategies
1. The negotiating process is continual, not an individual event
Good negotiating outcomes are a result of good relationships and relationships must be
developed over time. Because of that, good negotiators are constantly looking for opportunities
to enhance the relationship and strengthen their position. In some cases, the result of the
negotiation is determined even before the individuals meet for discussion.
2. Think positive
Many negotiators underestimate themselves because they don’t perceive the power they have
inside of themselves accurately. In most negotiating situations, you have more power than you
think. You must believe that the other party needs what you bring to the table as much as you
want the negotiation to be a success. Also, be sure that that positivity is visible during the
negotiation. Be aware of the tone of your voice and non-verbal body language while interacting
with the other party.
3. Prepare
Information is crucial for strategic negotiation. Research the history, past problems or any
sensitive points of the other party. The more knowledge you have about the situation of the other
party, the better position you’ll be in to negotiate. The most important part of preparation is
Practice! The study of negotiation is like golf or karate. You have to practice to execute well.
4. Think about the best & worst outcome before the negotiations begin
Don’t be upset if things don’t go your way. In these instances, it’s a good time to reevaluate all
positions and return to the table. In most cases, as long as you know the highest and lowest
expectations of each party a middle ground can usually be reached in the overlapping areas.
5. Be articulate & build value

This is a key negotiation tactic that separates the good negotiators from the masters. When you
have a strong belief in what you’re negotiating for, you will shine. Become a master at presenting
your thoughts and ideas so that others see the value.
A tip on how to do that well:
• Be direct when presenting a situation. Be clear about what is expected. Discuss ways to apply
how it can happen.
• Don’t simply talk about what needs to happen. Discuss the consequences – how your solution
will be beneficial to the other party.
6. Give & Take

When a person gives something up or concedes on part of a negotiation, always make sure to get
something in return as a bargaining strategy. Otherwise, you’re conditioning the other party to
ask for more while reducing your position and value.

BC 5years Solved Question Paper

Uploaded by

Copyright:

Available Formats

You might also like

BC 5years Solved Question Paper

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

BC 5years Solved Question Paper

Uploaded by

Copyright:

Available Formats

Business Communication 22MBA16

II Jai Sri Gurudev II

SJB Institute of Technology

Department of Management Studies (MBA)

VTU Question Bank

Department of Management Studies(MBA), SJBIT Page 1

1) Define Communication.(3 marks) 18/19/20/21/22

3) What is Noise in communication? (3 marks) 20

4) What is Crisis Communication? (3 marks) 20

5) Explain the purpose of Communication. (7 marks) 18/19/20

6) Discuss/ Briefly explain various barriers to effective communication. (7 marks) 20/22

2) Barriers related to receiver:

Department of Management Studies(MBA), SJBIT Page 2

• Attitudinal clash with the sender

7) Describe/Explain the different types of formal & informal channels of communication in an

Types of Informal Networks

Department of Management Studies(MBA), SJBIT Page 3

Department of Management Studies(MBA), SJBIT Page 4

Department of Management Studies(MBA), SJBIT Page 5

Department of Management Studies(MBA), SJBIT Page 6

Module – 2 Oral Communication

1) Define Oral Communication (3 marks) 21

2) What is Empathy in communication? (3 marks ) 22

3) Distinguish between hearing and listening. (3 marks) 22

4) What is Non-verbal communication?(3 marks) 19/20

e) Body language: It is the use of physical behaviour, expressions, and mannerisms to

Department of Management Studies(MBA), SJBIT Page 7

6) Describe the concept of non-verbal communication such as kinesics, proxemics, chronemics

b) Proxemics is a type of nonverbal communication. It is the way we signal to others how

Department of Management Studies(MBA), SJBIT Page 8

Module – 3 Written Communication

1) What do you mean by Written Communication? (3 marks) 20/22

2) What is Clarity in Writing? (3 marks) 21

3) What is Coherence in Written Communication? (3 marks) 20

4) What is the purpose of writing? (3 marks) 18/20

5) Explain Salutation & Closing of a letter.(3 marks) 18/19/20

6) Discuss the 3X3 writing process for business communication.(7, 10 marks)

Department of Management Studies(MBA), SJBIT Page 9

7) Illustrate the principles of effective writing. (10 marks) 18

Department of Management Studies(MBA), SJBIT Page 10

Department of Management Studies(MBA), SJBIT Page 11

Business Letter Styles:

Department of Management Studies(MBA), SJBIT Page 12

Module – 4 Business Reports

1) What do you mean by Report Writing? (3 marks) 21

2) What do you mean by Agenda? (3 marks) 22

3) Define Meeting. (3 marks) 21

4) Name the various documentations of meeting. (3 marks) 20

5) What is persuasive letter?(3Marks) 18/20

7) Enumerate the types of press releases. (7 marks) 21

Department of Management Studies(MBA), SJBIT Page 13

Department of Management Studies(MBA), SJBIT Page 14

10) What is memo? Discuss the components of memo.(7Marks) 18/21

Memos should have the following sections and contents:

Department of Management Studies(MBA), SJBIT Page 15

3. Resolution & Minutes

Department of Management Studies(MBA), SJBIT Page 16

is a written record of what has happened at a meeting. A resolution is a record of any

How to Write a Resolution