309I_KRUNAL_S24749

Q – 1 (a) outline the advantages and disadvantages of the three possible channels of communication.

There are three possible channels in communication
Letter
Telephone
Personal visit

Advantages and disadvantages of letter:

Advantages:
letter develops a good image for the company. Helps people to recognise the company. People are more likely to believe that the letters are official and are not fake letters sent out by somebody trying to find out customer details. The letter has balance entire matter on both sides of the paper. The letter has attractive display as punctuation rules are strictly followed. It can be used for business, personal and official use. It has the traditional standard of letter writing.

Disadvantages:
The cost of the letters can be expensive. It is time consuming as the time of typist or writer is wasted in indentation, margin and spacing etc. it is method of letter writing and is considered old fashioned in today’s business world.
Letter can be affect to the environment.


Advantages and disadvantages of Telephone:

Advantages:
The telephone is the appropriate medium for quick exchanges of information and for monitoring progress.
To build a healthy relationship between eachother. Being a bridge for people being miles away (long distance communication).We are able to contact any person at any time because of this it is much faster than the letter.
Saves time, money and energy
It won’t take your much of money or waste your time and message will get in time.
Before call you should always prepare and write down what you plan to discuss using the paper.It doesn’t affect the environment.


Disadvantages:
It is especially useful for saving travel time, but it is inappropriate for personal matters like discipline.
We cant take it wherever we go so we will not be able to receive phone calls , it occupies lot space , needs lots of connections.

Advantages and disadvantages of personal visit:

Advantages:
personal visit provides immediate feedback and the many information channels available through voice, eye contact, posture, blush, and body language. Emotions and feelings from both sides of the conversation are easily expressed It is the appropriate medium for coaching, disciplining, instructing, sharing information, answering questions, checking progress toward objectives, and developing and maintaining interpersonal relations.

Disadvantages:
It can be hard to tell if the other person is paying attention
Facts sent through messages can sometimes be distorted
Sometimes conflict can occur.


Q –1(b) Decide which of them Michael should use for the first follow-up contact with this potential client. Give reason for your choice of channel.

According to me Michael should use to write a letter to his client.
The importance of letters is now reducing because of the emails as this is more efficient and quick method of communication then the letters. But there are certain situations when the use of letters is preferred to the emails and the method of the letter is chosen mostly by the companies for official purposes. To write a letter is easier than the emails because there is no need of any specific device while writing a letter and everyone can use this facility very easily. Same is the case with the receiver because no specific device is required to access the letter as everyone has a home. Another advantage of the letters is that the recipient of the letter can maintain the physical record of all of his mails. Letters can also help to cement a commercial relationship, other benefits commonly associated with good writing skills include increased client satisfaction, improved interorganizational efficiency, and enhanced image in the community and industry.


Q-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 reason for your answer.
Ans -2-(a)
Communication is an important part of our daily life. We use communication to let other people know our thoughts and feelings and to convey messages.To have a co-operative, positive working environment, communication must be effective and efficient.
People use many different ways to communicate with each other in the workplace.

It is important to understand:
1. How daily work is organized within the workplace
2. How communication happens within the workplace
3. How you can communicate effectively in your workplace
a. Thoughts
b. Feelings
c. Messages
d. Co-operative
e. Environment
f. Effective
g. Efficient

Ans - 2 (b)
Yes, an organization should train its staff in workplace communication. If organization doesn’t give training to its staff then following consequences occurs.
1. Time may be lost as instructions may be misunderstood and jobs may have to be repeated
2. Frustration may develop, as people are not sure of what to do or how to do a task
3. Product may be wasted if it is not handled correctly
4. People may feel left out if communication is not open and effective
5. Messages may be misunderstood causing bad feelings
6. People's safety may be at risk.

Q-3 (a) List three statements that you have written or spoken (or observed) that were insensitive to the receiver’s feelings.

1.
Person-A: “Hey, I was wondering when you did be in, how was last night?”
Person-B: “Can’t talk now, I’ll tell you later.”
2.
Person-A: “when is my family getting here?”
Person-B: I am not sure about the airport status. I can check on it later.
3.
Person-A: “hey, excuse me, can you change the bed sheets in here quickly?
Person-B: no I do my beds in a certain order –I should get to you in about 30 to 35 min.

(b) Discuss the sort of communication barriers caused by each of these statements.

Each of three statement has communication barriers such as inappropriate choice of word, inappropriate timing and situation, perception. Person A asks person B directly don’t use request like please. So person B doesn’t give answer with respect .If you need a help you can use request at right time. Never use demanding sentence in communication. Demanding sentence make insensitive to receiver’s feeling.

(c) Re-state, to the people you are working with, each of your three statement in a more sensitive way and ask them if they think the new version would be more effective.

1.
Person –A: " excuse me you got a minute? I was wondering when you did be in, how was last night?”
Person- B: “I can’t talk now, but I’ll catch you at lunch – LOTS to tell”
2.
Person-A: when is my family going to get here?
Person-B: let me find someone that can call the airlines or the airport to see if it is open yet.
3.
Person-A: “excuse me, could I ask you to please change the bed sheets in here?
Person-B: well I usually do my beds in a certain order, but since you really seem to be looking my help I could jump ahead for you.

(d) Discuss three ways in which communication barriers can affect interpersonal communication.

Using inappropriate word, inappropriate time always affect communication. Always listen carefully then explain, ask with request, never use your demand. In 1st statement person A asks with request so person B gives answer very respectively.

Q- 4. (a) Identify the communication barriers that occurred and explain briefly in two paragraphs how they contributed to the misunderstanding between Mary and David.

When David and Mary meet in David’s office and discuss about new software package then someone call to David so telephone call is interrupted to David and another person ask his problem to Mary so another communication barrier is that person who breaks the continuous conversation between David and Mary.

When David and Mary discuss about new software package on tomorrow’s staff meeting at that time David answer and deal with a telephone call then continuous conversation with Mary so Mary think David present the procedure on tomorrow staff meting.

On other hand another person enters David’s office and interrupts the conversation to ask Mary to solve a problem in the delivery time for stock after solving the problem Mary tell David she has an another appointment so David think she will present the new software package on tomorrow staff meeting.

Because of interruption in their communication they misunderstand each other.


(b) List two sources of noise at the initial planning meeting.

1) Instrumental noise (telephone call)
2) Human noise (sound of person)


(c) How could Mary and David have dealt with the noise or interference in their planning meeting?

David give answer and deal with telephone call then continues the conversation and Mary has provide the solution of delivery time for stock then continuous the conversation in this way David and Mary have dealt with the noise in their planning meeting.


Q – 5 (a) Why is good communication so important in workplace?

Good communication is important in workplace because
A good style of management, as well as a positive approach to communication, ensures that an employee and a supervisor understand each other, and are more effective at the workplace.
Good communication in the workplace provides employees with a clear understanding of what is demanded from them, with knowledge of what to do and what to expect. For organizations, such a communication style creates effective performance of the staff, and, consequently, increases customer loyalty and profit.
For ex: A manager should make sure one’s communication style is positive and effective.
The employees, if they understand the situation correctly, should communicate the problem to the supervisor, or to the higher management in order for the company to take certain measures for solving the problem.
Any problems can and should be communicated both among the employees and up to supervisors.
The atmosphere inside the workplace should be encouraging for effective communication so that employees, thanks to their management, clearly realize how important communication is for each staff member personally, and to the workplace in general.
It is very important for communication – employees should not only listen, but always have a chance, and be encouraged to ask questions, discuss, express own ideas.

(b) What is the relationship between message and channel?

Message and channel are connection between sender and receiver.
Without channel you can’t send the message to receiver.
Channel is a medium which transfer information to receiver such as air without air you can’t pass your sound to another person same as message travel sender to receiver through channel.


(c) How is feedback transmitted in nonverbal communication?

Is there ever any doubt in your mind as to the mood of a coworker upon their arrival at work? Nonverbal communication is the single most powerful form of communication. More than voice or even words, nonverbal communication cues you in to what is on another person’s mind. The best communicators are sensitive to the power of the emotions and thoughts communicated nonverbally.
The first few minutes in any interview setting are so important that almost nothing else matters. You take a look at the candidate and note all of the nonverbal messages she is communicating. You form impressions from the candidate’s posture, hand shake, outfit and accessories, space usage, attentiveness, eye contact, and facial expressions. And, then you listen to what she has to say in response to your questions.
If you want to mask your feelings or your immediate reaction to information, pay close attention to your nonverbal behavior. You may have your voice and words under control, but your body language including the tiniest facial expressions and movement can give your true thoughts and feelings away. Especially to a skilled reader of nonverbal cues, most of us are really open books.

(d) What are two factors that influence a person’s perception of the message?

1) context
2) noise


(e) How does noise affect communication?

Noise that interrupts the message or communication information between sender and receiver can lead to misunderstanding or to confused.
The sender send the message to receiver it is not same because of interference or noise. When the message send through an inappropriate channel the receiver doesn’t accept or understand this message because of noise .communication barrier occur as a result of a misunderstanding of message. These barrier can be cause by the sender, the receiver, poor feedback, poor choice of channel, and the wrong context.


(f) ‘Communication is a learned behaviour.’ do you agree or disagree? Why?

Yes, I am agree because,
Communication is the process you can share your ideas, feeling with your knowledge. Communication is all about behaviour. A persons stance, attitude, body language, facial expressions, repetitive actions, crying, screaming, laughing, vocal expressions, eye contact. It's a way of expression without always needing to use words.

(g) Why it is important for both the sender and receiver of a message to have empathy for the other person?

The role of a sender is very important. He tries to choose symbols usually words which express his message correctly so that the receiver may understand it and react according to his desire. It is the duty of the sender to encode his message properly, correctly, clearly and completely to achieve the desired feedback. He should not use vague words or ideas which may lead to misunderstanding. He must have the perception and consideration for his receiver's viewpoints. It is the sender who has to decide which words and what sort of expression will communicate his message in the best way, and which of the medium of communication will serve his purpose.

Tuning in to people adds to your ability to understand others and helps others to understand you. Your empathy also encourages others to agree with you by showing them how your message will help them to meet their current needs. Empathy on the part of both sender and receiver marks the difference between ordinary understanding and excellence in communication.



6. (a) Person A and B are to discuss a topic of interest by taking opposite sides person c is the observer
Person A opens the discussion. Person B gives feedback to person A by summarizing what person A has said before giving an opposing views. Person A summarises what person B has said before person A continuous with their opposing view.
Continue this for 10 minutes. When person c believes that either person A or B has not summarized the other person’s point of view accurately person c can give feedback to both A and B.
(b) After 10 minutes discuss the advantages gained by checking what the other person said.

Person A says to Person B Kevin Rudd will win the next election and will the president of Australia.
Person B says to Person A opposition leader will win the next election and will the president of Australia.
Person A don’t agree with person B and person B don’t agree with person A.
Person C observe the discussion between parson A and person B and give feedback one person must will win the next election but at that time people will chose our next president. so you both of don’t worry about it.
Advantage of observer is that they use diplomacy trick and solve the problem.

References:
http://answers.yahoo.com/question/index?qid=20080128013219AAUPBvo
http://www.anevenstart.deewr.gov.au/nwt/hospitality/communication.htm
http://ezinearticles.com/?The-Barriers-to-Effective-Communication&id=1210011