Q-] As a speaker you are addressing a group of people. Explain the elements involved in this communication.A-]

Key elements of communication1. APPROACHTiming of communication; choice of medium; tone and point of view (perspective, attitude, and relationship regarding audience, purpose, and material); recognition of audience (reader vs. writer orientation); direct vs. indirect presentation (ordering of evidence and conclusions); persuasive strategies and rhetorical appeals (logos, pathos, ethos)Checkpoints:

Timing and choice of medium are appropriate to the purpose, audience, and material. Tone is appropriate to the purpose, audience, and material. Material is made relevant to the reader (reader’s interests and concerns are recognized). Conclusions are presented directly (conclusion first, evidence last) to a sympathetic audience,

indirectly (evidence first, conclusion last) to an unsympathetic or hostile audience. Persuasive strategy incorporates a mixture of rhetorical approaches (appeals to logic, feelings,

and ethics or credibility).

2. DEVELOPMENTOrganization (logical arrangement and sequence); evidence and support (relevance, specificity, accuracy and sufficiency of detail); knowledge of subject and material; quality of perception, analysis, and insightCheckpoints:

Material is arranged in a logical and coherent sequence. Conclusion or closing restates the argument and identifies the action to be taken. Examples are relevant, specific, detailed, sufficient, and persuasive. Quotations support the argument. Handling of material demonstrates knowledge and insight.

3. CLARITYPresentation of thesis or central argument (statement of purpose, delineation or narrowing of topic, relevance of subordinate or secondary arguments); word choice; technical language and jargon; structure (sentence, paragraph, document); Checkpoints:

Purpose or central idea is sufficiently limited for meaningful discussion. Purpose or central idea is stated clearly, usually in the opening. Organizational statement is offered, usually at the end of the opening. Language is clear, specific, accurate, and appropriate to the audience, purpose, and material. Word choice is clear, specific, accurate, unassuming, and free of clichés and misused jargon. Technical language and terms are defined and explained as needed. Text is coherent, with new information linked to previously discussed information (ordered

within sentences as “something old/something new”). Transitions between paragraphs are clear and helpful. Text is appropriately highlighted (bullets, paragraphing, boldface, italics, underlining, etc.) to

engage the reader and reinforce the main points.

4. STYLEWord choice (economy, precision, and specificity of language and detail; abstract vs. concrete language; action verbs vs. linking or weak verbs with nominalizations; figures of speech: schemes and tropes); tone (personality and humor); active vs. passive voice; sentence varietyCheckpoints:

Word choice is economical, clear, specific, accurate, unassuming, and free of clichés and misused jargon.

Action verbs are preferred over weak verbs with nominalizations (as in recommend over make a recommendation).

Language is appropriately concrete or abstract (signifying or not signifying things that can be perceived by the senses).

Figurative language (metaphors and similes, as well as other tropes and schemes) enrich and deepen the argument.

Active voice is preferred over passive voice (active voice is used to emphasize the performer of the action; passive voice is used to emphasize the receiver of the action).

Sentences are free of wordiness and unnecessarily complex constructions. Variety in sentence structure and sentence length creates emphasis.

5. CORRECTNESSRules and conventions of spelling, grammar, punctuation, usage, and idiom; style (appropriateness of word choice and level of formality to audience, purpose, and material); social and cultural appropriateness; accuracy in proofreadingCheckpoints:

Spelling (including technical terms and proper names) is correct. Correct words are used to convey the intended meaning. Rules of grammar and syntax are followed, including pronoun-noun agreement, subject-verb

agreement, appropriate verb tense, pronoun case, possessive forms, parallel construction, etc. Punctuation (particularly comma placement) reflects standard usage. Copy is free of mechanical errors and lapses in proofreading.

Q-]Describe any situation in your own experience where the communication failed because the listening was faulty. Identify the barrier to listening in this situation.A-] Writing experienceYou must reference references. “While references will likely matter further into the interview process, noting on your resume that ‘references are available upon request’ will not make your resume stand out You must keep your resume to one page. Not true! “Page count is not as important as the number of words on the page,” Bollinger says. “The number of words actually

affected recruiters in a bell curve manner. So what’s the magic word count that keeps recruiters reading (aside from your work experience)? About 390 words per page.”

One page resumes are best for early career job seekers. “Even then, if there is a lot of valuable information that simple cannot fit on one page, a second page is fine. I have done plenty of two page resumes for early career professionals and it has never been an issue.”

Spelling errors immediately disqualify you. It is very important to proofread your resume before emailing it out, but spelling and grammatical mistakes do not necessarily mean your resume ends up in the trash, Bollinger says. Recruiters are more focused on work experience to determine fit. “A good habit is to re-read your resume whenever applying. Fresh eyes can catch mistakes previously overlooked.”

Using graphs are a waste of space. Tina Nicolai, a resume writer and executive career coach, says graphs tell a compelling story of financial earnings, savings, turnarounds, and more. “Graphs are a fantastic method of grabbing a person’s attention,” she says. “We are living in a point and click society. Apps are causing us to have a shorter attention span. By including a graph, we are able to tell a story quickly and succinctly to hiring leaders and recruiters who may not have time to read the entire resume.”

Fancy formatting matters. As it turns out, it doesn’t. “Many of the resume parsers used by job-apply services will destroy any formatting you use on your resume,” Bollinger says. “Even bullets on a resume can sometimes cause encoding problems. The best format to use is the simplest.”Common Barriers There are many things that get in the way of listening and you should be aware of these barriers, many of which are bad habits, in order to become a more effective listener. Barriers and bad habits to effective listening can include:

Trying to listen to more than one conversation at a time, this includes having the television or radio on while attempting to listen to somebody talk; being on the phone to one person and talking to another person in the same room and also being distracted by some dominant noise in the immediate environment.You find the communicator attractive/unattractive and you pay more attention to how you feel about the communicator and their physical appearance than to what they are saying. Perhaps you simply don't like the speaker - you may mentally argue with the speaker and be fast to criticise, either verbally or in your head.

You are not interested in the topic/issue being discussed and become bored.Not focusing and being easily distracted, fiddling with your hair, fingers, a pen etc. or gazing out of the window or focusing on objects other than the speaker.Feeling unwell or tired, hungry, thirsty or needing to use the toilet.Identifying rather than empathising - understanding what you are hearing but not putting yourself in the shoes of the speaker. As most of us have a lot of internal self-dialogue we spend a lot of time listening to our own thoughts and feelings - it can be difficult to switch the focus from 'I' or 'me' to 'them' or 'you'. Effective listening involves opening your mind to the views of others and attempting to feel empathetic. (See our page: What is Empathy? for more information)Sympathising rather than empathising - sympathy is not the same as empathy, you sympathise when you feel sorry for the experiences of another, to empathise is to put yourself in the position of the other person.You are prejudiced or biased by race, gender, age, religion, accent, and/or past experiences.You have preconceived ideas or bias - effective listening includes being open-minded to the ideas and opinions of others, this does not mean you have to agree but should listen and attempt to understand.You make judgements, thinking, for example that a person is not very bright or is under-qualified so there is no point listening to what they have to say.Previous experiences – we are all influenced by previous experiences in life. We respond to people based on personal appearances, how initial introductions or welcomes were received and/or previous interpersonal encounters. If we stereotype a person we become less objective and therefore less likely to listen effectively.Preoccupation - when we have a lot on our minds we can fail to listen to what is being said as we're too busy concentrating on what we're thinking about. This is particularly true when we feel stressed or worried about issues.Having a Closed Mind - we all have ideals and values that we believe to be correct and it can be difficult to listen to the views of others that contradict our own opinions. The key to effective listening and interpersonal skills more generally is the ability to have a truly open mind - to understand why others think about things differently to you and use this information to gain a better understanding of the speaker.

Q-3] Describe any 5 types of presentations with examples and their target audience.a) 5 types of presentations

b) Identifying target audience and exampleA-]Oral business presentations are a powerful way of presenting your ideas to others and are usually called for when a written memo or report is not sufficient to do the job. A written report tends to be less persuasive and may also be set aside without being read, whereas an oral presentation commands attention and fetches immediate feedback. Besides, approval for important ideas is rarely given without a face-to-face explanation. Presentations may be made to both internal audiences – superiors, peers and subordinates, as well as to external audiences – consumers, intermediaries, bankers, suppliers etc. Presentations may also be of different types, each with a different purpose.Some of the most common types of presentations and the audiences to whom they are addressed are mentioned in table

Type/Purpose of

Presentation

Example Audience

Briefing and Information New online leave application procedure

Employees

Orientation Orientation to new joinees Employees

Training How to operate a new software

Employees

Reporting Research Findings Consumer satisfaction survey

Superiors

Reporting Progress Report of weekly sales Superiors

Highlighting Company’s Achievements

Reporting awards won by the Company

Media

TV and Radio Interviews to describe Company Viewpoints

Describing company’s position on environmental issues

Society at large

Introduction Overview of the company New employeesProduct Presentation

Highlighting features of a new product

Consumers,intermediaries

Project ProposalNew project undertaken by the company

Bankers

Policy ProposalNew mobile phone expense reimbursement policy

Superiors

Marking Special Occasions

Presentation at company anniversary celebrations

Internal and external audiences

Q-4] Explain the different types of meetings.A-4] A meeting is any focused conversation that has a specific agenda, especially but not only if it has been set up in advance.Different categories of business meetings are as follows:

1. Task oriented meetingsAs the name suggests, this type of meeting is a special meeting that is called to discuss and make arrangements for a specific event. For example, the company is opening a new branch or new factory, which will be inaugurated by a minister on a specific date. All the key people involved may be asked to attend the meeting, to discuss the arrangements that are being made for the inauguration. Specific tasks are assigned to each of the participants of the meeting.2. Progress meetings These are periodic meetings that are called to review the progress being made on a particular front. For example, weekly meetings may be held to review sales progress or if a new project has been initiated, periodic meetings may be held to review the progress of different stages of the project. 3. Information sharing meetings In some organisations these types of meetings may be called regularly for the main purpose of exchanging information on a topic of relevance to the organisation. Such meetings may take place among co-workers or may also involve top management. For example:

The Managing Director of a company may call his senior managers to share information about the company’s joint ventures, overseas collaborations or plans for acquisition.

A weekly meeting of top executives may be held to discuss the activities of the company’s international divisions.

The members of the Research and Development (R & D) department may meet regularly to compare notes on the results of their research efforts.

4. Problem solving or decision making meetings This type of meeting is the most challenging, as it involves taking some kind of action, making major decisions or changing the existing policies and procedures. Therefore, all interests and departments of the organisation are represented at such meetings. They also tend to be time consuming. For example, the marketing strategy of the company may need to be revised, as sales are on the decline or a new product is to be launched and a meeting may be called to discuss the launch strategy. As problem solving meetings are the most complicated type of meetings, the guidelines offered in this unit are more relevant to these meetings.

Q-5] You are going to face a job interview for the post of Manager-operations. Which aspects you will keep in mind while facing the interview?A-5]There are a few things to keep in mind.

Wear formal dress. Even if they won't see you completely, you will act differently while wearing formal attire vs casual attire.

Make sure you are facing the webcam. If it's not centered on your computer (perhaps you have two monitors) arrange things such that you are looking at the camera and interviewer.

Verify sound levels before the interview. Last thing you want to do is start an interview and find out your interviewer cannot hear you, and spend 10 minutes trying to tweak settings. This is especially important if you don't video chat more frequently. Pay attention to echo as well as this is really annoying for the person on the other end.

Try to have your computer facing a neutral wall/background. It's not necessarily important you have a white wall with nothing, but don't have tons of STUFF in the background as the point of

the interview is you, not your interesting artwork or the poster of the scantily clad woman in the background, etc.

Get rid of all distractions on your computer. Sign out of chat, close email, etc. This will only distract you during the interview even if you don't use them. It also might help to clear your desk off somewhat (try to make your environment similar to an interview room would be if possible).

You can still take notes via paper/pen. Make sure you tell the person if you do this. Turn your phone on silent. Ensure all pets are not going to make an appearance. Try to get a feel for background noise on your end and determine if you need to make

modifications to your overall setup/environment. Prepare an alternative communication method (ie phone) in the event things don't work

Q-6] Write short notes on:a) Internetb) IntranetA-6]

a) Meaning and benefits of internetThe internet is sometimes called simply net. It is basically a network of computers interconnected across the worldwide. It is accessible to everyone in the world. These interconnected computers share data through a standard protocol called TCP / IP. It’s connected with billions of computers across private, public, government, business and education sectors.

The Internet provides opportunities galore, and can be used for a variety of things. Some of the things that you can do via the Internet are:

E-mail: E-mail is an online correspondence system. With e-mail you can send and receive instant electronic messages, which works like writing letters. Your messages are delivered instantly to people anywhere in the world, unlike traditional mail that takes a lot of time.Access Information: The Internet is a virtual treasure trove of information. Any kind of information on any topic under the sun is available on the Internet. The ‘search engines’ on the Internet can help you to find data on any subject that you need.Shopping: Along with getting information on the Internet, you can also shop online. There are many online stores and sites that can be used to look for products as well as buy them using your credit card. You do not need to leave your house and can do all your shopping from the convenience of your home.Online Chat: There are many ‘chat rooms’ on the web that can be accessed to meet new people, make new friends, as well as to stay in touch with old friends.Downloading Software: This is one of the most happening and fun things to do via the Internet. You can download innumerable, games, music, videos, movies, and a host of other entertainment software from the Internet, most of which are free.Disadvantages of the Internet

There are certain cons and dangers relating to the use of Internet that can be summarized as:

Personal Information: If you use the Internet, your personal information such as your name, address, etc. can be accessed by other people. If you use a credit card to shop online, then your credit card information can also be ‘stolen’ which could be akin to giving someone a blank check.Pornography: This is a very serious issue concerning the Internet, especially when it comes to young children. There are thousands of pornographic sites on the Internet that can be easily found and can be a detriment to letting children use the Internet.Spamming: This refers to sending unsolicited e-mails in bulk, which serve no purpose and unnecessarily clog up the entire system.If you come across any illegal activity on the Internet, such as child pornography or even spammers, then you should report these people and their activities so that they can be controlled and other people deterred from carrying them out. Child pornography can be reported to:

Your Internet service providerLocal police stationCyber Angels (program to report cyber crime)Such illegal activities are frustrating for all Internet users, and so instead of just ignoring it, we should make an effort to try and stop these activities so that using the Internet can become that much safer. That said, the advantages of the Internet far outweigh the disadvantages, and millions of people each day benefit from using the Internet for work and for pleasure.

b) Meaning and benefits of intranetIntranet generally consists of internal corporate web servers made available to employees across the LAN or private dial up access. Using the corporate databases and other repositories of information and documents, these web servers bring diverse kinds of information to employees.

The Intranet provides opportunities galore, and can be used for a variety of things. Some of the things that you can do via the Intranet are:

The advantages of Intranet over the conventional communication systems can be listed as below:

1. Intranet is an easy, economical and fast system of communication within the enterprise. It offers opportunities to keep every concerned individual informed irrespective of the location. It also helps in reducing travel time as the communication between people in the business enterprise can be more frequent and less expensive, particularly when the persons desiring to communicate are located far away from each other.

2. It serves information automatically and thus, one does have to face the contempt of not being aware of an important piece of information. Thus, demand for information is more frequent and detailed.

3. Intranet replaces grapevine as it permits inter employee communication with more transparency and free expression of views. It enables employees at various levels to pose problems/questions, participate in discussions and contribute answers to thorny problems of the company. The concept of collective expertise can be given a concrete shape with the help of Intranet.

4. It improves productivity of the manager. With Intranet, the manager can spend more time in analyzing information and not in seeking information and waiting for its delivery.

5. Intranet helps in eliminating the latency of information in the enterprise and makes the flow of information need-driven than availability-driven.

There are certain cons and dangers relating to the use of Intranet that can be summarized as:

1. One of the major disadvantages is the risk of security to the corporate information resource. The intranet exposes the corporate information resource to the risk of loss of privacy and even unauthorized alteration. The Intranet technology is still quite fragile and the risk of security and privacy of information on Intranet is higher.

2. Intranet poses another challenge before the enterprise and that relates to the need to change the work culture for effectiveness of the Intranet. The executives, particularly at the top level of managerial hierarchy are in the habit of delegating the handling of information, including mail to their secretaries.

Quite often, the e-mails are printed out by the secretaries and dumped on the table of the executive by the secretary. The practice of sharing passwords with secretaries could be fatal for the executive and the enterprise, in case of over ambitious or dissatisfied secretary. Another cultural change that is necessary is in the speed of response.

As the Intranet communications are convenient and less expensive, the number of mails/queries is likely to increase and if these are not responded to quickly, they will pile up and the order will give way to chaos in the enterprise.

3. Another fear that is being talked about these days is the danger of reduced face-to-face interaction between employees leading to im-personalisation of the enterprise. However, studies have yet to prove anything of this sort.

The Intranet is gaining popularity, particularly among those business enterprises that are having branches and projects scattered over a wider geographical area. It is likely to be the key application of Internet. “The biggest impact of web will be how companies use it to stay in close contact with their customers”, said Bill Gates once. However, the reliability and safety issues deserve closer examination.