Ques 1: a. Advantages and disadvantages of letter, telephone and personal visit?
b. Decide which of them Michael will use for the first follow up contact with this potential client.Give reasons.
Ans: a. Letter: It is a written information with proper address and greeting along with the complete body which consist acknowledgement, details and action to be taken. It is a form of written communication .
Advantages:
1. Easy to communicate where its not easy to go for personal visits.
2. Easy to keep record as letters are in a written form.
3. Helps in proper understanding of the message as we are able to provide details in letters.
Disadvantages:
1. Delay in receiving.
2. Inappropriate use of words.
3. Poor layout or presentation.
Telephone: It is an electronic device which enable us to communicate with other who are far away from us. It is the fastest mean of communication as well as the cheaper too. Alexander Grahim Bell is the inventor of this device.
Advantages:
1. Easy to communicate.
2. Cheaper source of communication as compare to internet.
3. Helps to avoid delay in messages.
Disadvantages:
1. Sometimes network problem due to some reasons.
2. Possibility of interruption through noise.
3. Possibility of not getting in contact with the desired person as we are not able to see the person.
Personal visit: Personal visit means when a person visit the same person for the communication process. It is the most effective way of the communication as we are able to know about the effects of our communication on the same person.
Advantages:
1. Effective communication as both are in front of each other.
2. We are able to mend our mistakes.
3. Easy to understand the situation where it lies.
Disadvantages:
1. Expensive mean of communication.
2. Problem regarding appointments.
3. Not effective in shortage of time.
b. Michael will use telephone for his first follow up contact with this potential client so that he will be able to explain all the information regading new products and then according to the feedback if he feels then he will personally visit the same.
Ques 2: a. One of the most important skills that any person in an organization needs is the ability to communicate. Without communication your other skills are less useful’ Explain the meaning of this statement.
b. Should an organization train its staff in workplace communication? Give reasons for your answers.
Ans: a. Communication is an interactive process. While working in any organization we have to communicate with other in order to know what we have to do or how to do the assigned job. So communication is the most important skill that any person in an organization needs as without communication we are unable to make the proper use of our other skills. In other words we can say that if we are unable to communicate with others than how will we find out what we are supposed to do by our manager? So its important to possess a good communication skills so that we will be able to make proper use of our other skills.
b. Of course, an organization should train its staff in workplace communication so that organization will get the proper use the its staffs other skills. As we know the successful organization is the one that communicates well both interally and with other companies and clients, because Information flow is crucial to success of any organization.
Ques 3: Working in groups of three:
1. List three statements that you have written or spoken the were insensitive to the receiver’s feelings.
2. Discuss the sort of communication barriers caused by each of these statements.
3. Re-state, to the people you are working with each of your three statements in a more sensitive way and ask them if they think the new version would be more effective.
4. Discuss three ways in which communication barriers can affect interpersonal communication.
b. Decide which of them Michael will use for the first follow up contact with this potential client.Give reasons.
Ans: a. Letter: It is a written information with proper address and greeting along with the complete body which consist acknowledgement, details and action to be taken. It is a form of written communication .
Advantages:
1. Easy to communicate where its not easy to go for personal visits.
2. Easy to keep record as letters are in a written form.
3. Helps in proper understanding of the message as we are able to provide details in letters.
Disadvantages:
1. Delay in receiving.
2. Inappropriate use of words.
3. Poor layout or presentation.
Telephone: It is an electronic device which enable us to communicate with other who are far away from us. It is the fastest mean of communication as well as the cheaper too. Alexander Grahim Bell is the inventor of this device.
Advantages:
1. Easy to communicate.
2. Cheaper source of communication as compare to internet.
3. Helps to avoid delay in messages.
Disadvantages:
1. Sometimes network problem due to some reasons.
2. Possibility of interruption through noise.
3. Possibility of not getting in contact with the desired person as we are not able to see the person.
Personal visit: Personal visit means when a person visit the same person for the communication process. It is the most effective way of the communication as we are able to know about the effects of our communication on the same person.
Advantages:
1. Effective communication as both are in front of each other.
2. We are able to mend our mistakes.
3. Easy to understand the situation where it lies.
Disadvantages:
1. Expensive mean of communication.
2. Problem regarding appointments.
3. Not effective in shortage of time.
b. Michael will use telephone for his first follow up contact with this potential client so that he will be able to explain all the information regading new products and then according to the feedback if he feels then he will personally visit the same.
Ques 2: a. One of the most important skills that any person in an organization needs is the ability to communicate. Without communication your other skills are less useful’ Explain the meaning of this statement.
b. Should an organization train its staff in workplace communication? Give reasons for your answers.
Ans: a. Communication is an interactive process. While working in any organization we have to communicate with other in order to know what we have to do or how to do the assigned job. So communication is the most important skill that any person in an organization needs as without communication we are unable to make the proper use of our other skills. In other words we can say that if we are unable to communicate with others than how will we find out what we are supposed to do by our manager? So its important to possess a good communication skills so that we will be able to make proper use of our other skills.
b. Of course, an organization should train its staff in workplace communication so that organization will get the proper use the its staffs other skills. As we know the successful organization is the one that communicates well both interally and with other companies and clients, because Information flow is crucial to success of any organization.
Ques 3: Working in groups of three:
1. List three statements that you have written or spoken the were insensitive to the receiver’s feelings.
2. Discuss the sort of communication barriers caused by each of these statements.
3. Re-state, to the people you are working with each of your three statements in a more sensitive way and ask them if they think the new version would be more effective.
4. Discuss three ways in which communication barriers can affect interpersonal communication.
Ans: a. Three insensitive statements:
1. Hey!! Come here!!
2. Give me a glass of water.
3. You are a very uncivilized person.
b. Communication barriers caused by these statements are as below:
1. Different attitudes and values.
2. Passing judgement by telling people their reaction is stupid.
3. Dismissing other’s concerns or point of view.
c. Same statements in the sensitive way:
1. Excuse me!! Please come here.
2. Please give me a glass of water!!
3. Its not good for you to do this as you are a very nice person.
Of course now these statements would be more effective than before.
d. Three ways in which communication barriers can affect the interpersonal communication are:
1. Different attitudes and values- people often form different interpretation.
2. Dismissing other’s concerns or point of view- the receiver may withdraw.
3. Differences in perception- people often see and interpret the same event in a different way.
Ques4: a. Identify the communication barriers that occurred and explain briefly in two paragraphs how they contributed to the misunderstanding between Mary and David.
b. List two sources of noise at the initial planning meeting.
c. How could Mary and David have dealt with the noise or interference in their planning meeting?
Ans: a. Noise is the communication barrier that occur,which result as interruption in the discussion of both Mary and David. After being interrupted by the another person who wants to ask about solution of the problem in the delivery times for stock, Mary and David forget about their discussion about the new software package.
As Mary was in hurry for her next appointment they finish their plan. They are not sure about who is going to represent the procedure to introduce this package to other staff.
b. The two sources of noise at the initial planning meeting are:
1. Telephone Call
2. Knocking at the door
Ques5: In a group discussion present your point of view on the following:
a. Why is good communication so important in the workplace?
b. What is the relationship between the message and the channel?
c. How is feedback transmitted in non-verbal communication?
d. What are two factors that influence a person’s perception of the message?
e. How does ‘noise’ affect communication?
f. ‘Communication is a learned behaviour’ Do you agree or disagree?Why?
g. Why is it important for both the sender and receiver of a message to have empathy for the other person?
Ans: a. Good communication is important in the workplace because the information flow is crucial to the success of any organization.
b. Relationship between channel and the message: The channel is the vehicle for the message. The channel is the technique used to convey a message. The channel effects the meaning of the message so its very important to choose appropriate channel to convey the message.
c. Feedback is an essential part of communication process. In non-verbal communication feed back is transmitted through facial expressions, body movements and postures.
d. The two factors that influence a person’s perception of the message are experience and a range of acquired skills or expectations.
e. Noise interrupts the communication. Noise which interrupts the message between sender and the receiver can lead to misunderstanding or ambiguous communication. Which result as communication barrier. Even when communication barriers occur, something is communicated but the noise distrots the intended message.
f. Communication is a learned behaviour as it let us learn more about ourselves and the world around us, share experiences with other, persuade and influence others and enjoy ourselves.
g. It is important for both the sender and the receiver of the message to have empathy for the other person to reduce the chance of communication barriers and associated problems.
Ques6: a. Checking what the other person said:
working in group of three.
b. After 10 minutes discuss the advantages gained by checking what the other person said.
Ans: a. Third person (person c) gained that either Person A and Person B has not summarized the other person’s point of view accurately.
b. Person C can give feed back to both A and B on the behalf of his observation.
Ques: Write a letter to your publisher advertising him to change the layout of the design components and color combination of your upcoming Novel, which you are expecting to release with in a week.
K.Gurpreet
Authors Home,
XYZ.
31/07/09
Publishing Printers,
Alexander St,
ABC.
Subject: Changes regarding layout and the color of the novel.
Sir,
I am writing in repect to the subject mentioned above. As I am expecting my Novel to be release with in this week so it becomes the nessesity that I will let you know about some changes which I want to be made in the layout and color combination of the Novel. The layout is good but as per the need of today’s world I want some graphical presentation on the Cover.
And I also want to move your attention regarding the color combination of the novel. As its more about the childhood life so I want it in bright color as the bright colors and Graphic effects attracts the attention of the children’s.
So, please make the above mentioned amendments so that Novel will please the reader’s as it also affect the sale of the novel.
I believe you will give proper feedback to me. Thank a lot.
Your’s truly,
K.Gurpreet
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