effective communication final workbook - learnex...

LearnEx Education © 2012 SAIM: Business Management (Certificate: General Management NQF5) of 78

Work Book


Contents Business Communication ........................................................................................................................ 3

Syllabus Outline .................................................................................................................................. 4

Chapter 1: Basic Principles Of Communication ...................................................................................... 5

Chapter 2: Interpersonal Relationships And Social Interaction .............................................................. 9

Chapter 3: Organisational Communication .......................................................................................... 13

Chapter 4: Interviews ............................................................................................................................ 17

Chapter 5: The Mass Media .................................................................................................................. 20

Chapter 6: Advertising, Advertisements And Notices .......................................................................... 23

Chapter 7: Meeting Procedures And Correspondence ......................................................................... 27

Chapter 8: Language Usage .................................................................................................................. 33

Chapter 9: Concise Business Communication Media ........................................................................... 33

Chapter 10: Business Letters ................................................................................................................ 33

Chapter 11: Reports .............................................................................................................................. 33

Chapter 12: Editing Written Material ................................................................................................... 33

Chapter 13: Oral Communication ......................................................................................................... 33

Chapter 14: Case Studies ...................................................................................................................... 34


Business Communication

Prescribed Text Book

Effective Communication, by L.E Erasmus-Kritzinger…

ISBN 978 1 874 94045 6 Published by Nasou Via Afrika.


Syllabus Outline

Chapter 1: Basic Principles Of Communication

Chapter 2: Interpersonal Relationships And Social Interaction

Chapter 3: Organisational Communication

Chapter 4: Interviews

Chapter 5: The Mass Media

Chapter 6: Advertising, Advertisements And Notices

Chapter 7: Meeting Procedures And Correspondence

Chapter 8: Language Usage

Chapter 9: Concise Business Communication Media

Chapter 10: Business Letters

Chapter 11: Reports

Chapter 12: Edit Written Material

Chapter 13: Oral Communication

Chapter 14: Case Studies


Chapter 1: Basic Principles Of Communication

Please refer to case study 1 on pg 28 in your textbook.

Case study Question:

1. Illustrate the elements of the communication process graphically by means of a model.


2. Clearly indicate all possible examples of the following from the case study: a) Direct oral communication

b) Interpersonal communication

c) Proxemics

d) Kinesics


e) Acoustic semiology

f) Communication barriers

g) Colour semiology

3. The manager does not seem to be very good listener. Provide him with two practical guidelines which could help him to improve his listening skills.


4. Select an appropriate example in COLUMN B to match each of the terms or phrases provided in COLUMN A. Write down only the appropriate letter in COLUMN B next to the corresponding question number in COLUMN A in the answer book, for example 4.1.2: c. Do not rewrite the term or matching example.

COLUMN A COLUMN B

4.1.1 Indirect written communication

( a ) the manager yawning while picking up the telephone

4.1.2 Code ( b ) distribution progress reports to employees

4.1.3 Feedback ( c ) printing the report in English

4.1.4 Kinesics ( d ) the manager encourages staff to speak slowly, clearly an with a warm tone of voice

4.1.5 Colour coding ( e ) all business correspondence should be filed away in the yellow

4.1.6 Paralinguistics ( f ) a power failure prevents the manager from making an announcement over the intercom

4.1.7 Communication Barrier

( g ) the security guard escorts a hawker out of the building

( h ) you chat to colleagues after lunch

5. Give one brief example of each of the elements of the communication process from the above case study.


Chapter 2: Interpersonal Relationships And Social Interaction

Please refer to the case study on pg 54 in your textbook.


1. A healthy self-image is the basis for good interpersonal relationships. Was this true in this situation? Explain.

2. Name the FIVE dimensions of a person’s self-image.


3. According to Maslow, human beings develop through different levels of need satisfaction. 3.1 On which level of Maslow’s hierarchy of needs did the manager and

assistant manager probable find themselves respectively?

3.2 Motivate your answer.

4. 4.1 Define the term physical communication barrier.


4.2 Identify ONE physical communication barrier in the given situation.

5. 5.1 Define the term psychological communication barrier.

5.2 Identify THREE psychological communication barriers in the given situation.


6. Do you think that the manager is a good listener? How should she improve her skills?

7. Provide the assistant manager with 5 guidelines which will enable him to improve his self-image.


Chapter 3: Organisational Communication

This case study is found on pg 68 in your textbook.


1. Andre Purdon is the managing director of Panasonic Business System. Three mangers report to him – in charge of sales, marketing and media relations respectively. Supervisors directly responsible for staff member each report to the manager. Draw an organogram to illustrate the line organisation of Panasonic to the new employee, Margaret Dikeni.


2. Explain the concept “organisation communication”.

3. (a) What are the main organisational communication channels? Give an example of each.


(b) If the new employee, Margaret Dikeni, wishes to discuss a problem with Mr. Purdon, which channels should she use? Why?

4. How should Margaret address clients?


5. Why does Andre Purdon often prefer written communication to oral communication when communicating with clients?


Chapter 4: Interviews



Your duties as general manager at a local business include interview candidates for vacant positions. At the moment you are interviewing candidates for the positions of receptionist.

1. Discuss in detail the job interview as a communication process.


2. You have prepared the following questions for an interview with a job applicant: (a) Do you like working with people? (b) If you were to win two million rand no, how would you spend the money? (c) I think companies should employ more women in management positions.

Don’t you? (d) Why did you decide to study this particular course? Select, from the list above, ONE example of each of the following (enter only the letter of your choice next to the question number): (a) A hypothetical question

(b) An open-ended question

(c) A closed question

(d) A leading question

3. Provide future job applicants with ONE practical hint regarding each of the following: (a) Language usage

(b) Appearance and grooming

(c) Introducing yourself

(d) Answering question

(e) Posture


4. How could you, as the interviewer, create a positive climate before and during the interview?

5. Define the concept “interview”.


Chapter 5: The Mass Media



TELKOM’S promotion of the new VOICELINK service includes a pamphlet which is distributed at post offices nation-wide, a full-page advertisement which is published in local newspapers, a television and radio advertisement.

1. List the THREE different types of mass media used by TELKOM to advertise their new service.

2. Indicate the TWO functions performed by the mass media ion behalf of TELKOM in this case.

3. Select the correct term from those in brackets (enter only the appropriate word next t0 the question number in the answer book). 3.1 The participants in the mass communication process are

(individuals/groups/groups as well as individuals). 3.2 In mass communication the feedback is (direct/indirect and delayed/direct

and delayed). 3.3 The language used in an informative article should be mainly

(objective/subjective/emotional). 3.4 (Pathos/Ethos/Logos) is an element of propaganda which refers to the

emotional appeals made by the speaker.


3.5 One of the main purposes of advertising is to (inform/deceive/manipulate) the consumer.

4. Illustrate the mass communication process graphically.


5. Tabulate the difference between mass communication and interpersonal communication.


Chapter 6: Advertising, Advertisements And Notices

Please refer to the case study on pg 1143 in your textbook.


All the applicants have been interviewed and Mr. Purdon has decided to appoint Margaret Dikeni – who meets all the necessary requirements.

1. Choose the correct answer. The main mass medium used by Mr. Purdon to advertise the position: (a) Electronic media (b) Audio media (c) Print media (d) Audio-visual media

2. Name four functions of the main mass media.


3. The advertisement was designed according to the AIDA formula. Carefully explain how each element of the AIDA formula is represented in the advertisement.


4. Name two needs or desires appealed to by the advertisement in this case.

5. Successful persuasive advertising requires

(a) Knowledge of the target audience Name and explain the two categories of information regarding the target audience.

(b) A clear understanding of the purpose of the advertisement What questions should the advertiser answer before designing the advertisement?


6. Fill in the missing words, describing elements of propaganda: ……., where the audience believes that the sender is credible. ……., which appeals to the emotions or feelings of the receiver of the messenger.


Chapter 7: Meeting Procedures And Correspondence

Please refer to the case study and annexures provided in your textbook, from pg 182


The illustration shows the monthly meeting held by the management of the Mmabatho Sports Union. The union’s management are discussing final arrangements for the One-day Soccer Competition to be hosted by the club.

Section A

1. (a) Is this an example of a public meeting or private meeting?

(b)Explain the difference between a public and a private meeting and provide an example of each.

(c)Carefully explain why this is not a very effective meeting.

2. (a)Briefly state why the person who is acting as chairperson in this case is not a good chairperson.

(b)List four qualities of a good chairperson


3. (a)Briefly state (in one sentence) why the person who acts as secretary in this case is not a good secretary.

(b)List four duties of the secretary.

4. Are the following true or false? (a)A motion is a decision taken at a meeting.

(b)An addendum is an addition.

(c)Public meetings may be attended by all members of the organisation.


5. Select an appropriate example from column B next to match each of the terms

provided in column A. Enter only the appropriate letter from column B next to the corresponding question number from column A. Do not rewrite the term or matching example.

6. Carefully proofread the following extract from the notice of the inaugural

meeting of a new cricket club in Mmabatho. It contains mistakes in spelling and layout which you have to correct before is it mailed to the readers. Write down at least five corrected words and phrases. (Notice given in textbook)

7. Compile the notice, agenda and minutes of the monthly meeting held by the Mmabatho Cricket Club, which forms part of the Mmabatho Sport Union. The following points were on the agenda:

8. Role Play: (for groups of +- 8)

COLUMN A

COLUMN B

5.1 unanimous ( a ) exact words of the speaker

5.2 traditions, customs, habits

( b ) suggestion to be considered by the meeting

5.3 in camera ( c ) to sing the national anthem at the opening of the meeting

5.4 common law ( d ) to take minutes during the meeting 5.5 amendment ( e ) committee formed for a specific purpose 5.6 quorum ( f ) change to a proposal

5.7 verbatim ( g ) when proceedings of a meeting tke place behind closed doors

5.8 resolution ( h ) minimum number of members to be present to declare the meeting valid

5.9 ad hoc committee ( I ) decision taken at the meeting

5.1 proposal ( j ) all members voting in a favour of a motion

( k ) to make a deliberate decision not to vote

1. Opening and welcome

2. Attendance register

3. Minutes of the previous meeting

4. Matters arising

5. New matters: Lack of accommodation and parking for spectators visiting

Mmabatho during matches played at the Batho Sports Grounds

6. General

7. Date of the next meeting

8. Closure


Divide into groups of eight. Now form a committee and elect a chairperson, vice-chairperson, secretary and treasurer. Here are a few ideas you might consider for your committee: - Inauguration of a new building - End-of-year/Christmas party - Achievement Awards Function - Children’s Day/National Secretary’s day/Women’s day - Fashion show/Art exhibition

In order to organise any of the above effectively your committee now has to get together for a few meetings where planning and decision making will take place. Please make sure of the following:

8.1 (a) That a notice and agenda is compiled (b)That minutes are taken at the meeting. The above should be typed and presented to the trainer in a neat folder.

8.2 That every member of the committee makes oral contributions at the meeting.

8.3 That the venue us properly prepared and neat. 8.4 That members look neat and professional.

Trainers can use the assessment sheet for assessing learners on pg 185 in the textbook.


Chapter 8: Language Usage

Practical application on pg 195 in your textbook

Chapter 9: Concise Business Communication Media


Chapter 10: Business Letters

Please refer to the check list on pg 290 in your textbook

Chapter 11: Reports


Chapter 12: Editing Written Material


Chapter 13: Oral Communication

Practical application throughout chapter from pg 318-319 in your textbook


Chapter 14: Case Studies

Please refer to the case studies, appendixes’ and addendums from pg 337-370 in your textbook.

Case studies are used to describe typical situations or incidents in organisations. By analysing problems in case studies students can learn how to solve similar problems in organisations. Specific questions are usually asked at the end of the case study.

The following guidelines will help you cope better with your next case study:

1. Always read through the whole case study carefully and make sure that you understand

everything before you start answering questions.

2. Underline and remember important information like names and positions of people, the name

of the company, dates and addresses.

3. Now read your questions carefully and critically. Differentiate between the following types of

questions:

- Define…

- Explain…

- Discuss…

- List…

- Give an example…

- Illustrate

4. Remember that the length of your answer is mainly determined by the mark allocates to the

question.

5. Plan your time and think before you write!


Case Study 1: Steers Fast Food (Management Students)

Instruction:

1. BOTH sections are COMPULSORY. 2. Read, interpret and answer ALL the questions in BOTH sections (A and B)

against the given background and make use of all the available information. 3. Start each question on a new page and leave a line between subsections of

questions. 4. A legible handwriting, neat work and correctly numbered answers will count in

your favour.

THEORY:

Question 1: Communication Principles

1.1)

1.2) 1.2.1

1.2.2

1.2.3

1.2.4

1.2.5


1.2.6

1.3)


Question 2: Interpersonal Relations and Social Interaction

2.1)

2.2)

2.3) 2.3.1

2.3.2

2.3.3

2.3.4

2.4) 2.4.1

2.4.2

2.4.3


Question 3: Interviewing

3.1)

3.2) 3.2.1

3.2.2

3.2.3

3.2.4

3.2.5

3.3)

Question 4: Mass Media and Advertising

4.1)


4.2) 4.2.1

4.2.2

4.2.3

4.2.4

4.3) 4.3.1

4.3.2

4.3.3

4.3.4

Question 5: Meetings

5.1)


5.2) 5.2.1

5.2.2

5.3) 5.3.1

5.3.2

5.3.3

5.3.4

5.3.5

Total Section A: (100)


Correspondence

Question 1

Article Summary


Answer either question 2A OR 2B

Question 2 A


Question 2 B


Question 3


Question 4

Design and complete your own fax sheet as per textbook example on pg 346


Question 5

Total Section B: (100)

Grand Total: (200)


Case Study 2: First National Bank (Management Students) pg 348

Correspondence

NOTE: If you answer more than the required number of questions, only the required number of questions will be marked. All work you do not want to be marked must be clearly crossed out.

INSTRUCTIONS:

1. Choose either QUESTION 5A or 5B. ALL the other questions are compulsory. 2. Read, interpret and answer ALL the questions against the given background

and make use of all the available information. 3. Start each question on a new page. 4. A legible handwriting, neat work and correctly numbered answers will count in

your favour.


Question 1: Precis


Question 2: Display Advertising


Question 3: Letter of Appointment


Question 4: Memorandum

Design and complete your own Memorandum as per textbook example on pg 327


Answer either question 5A OR 5B

Question 5A: Minutes


Question 5B: Report


THEORY:

Instructions

1. Read, interpret and answer ALL the questions against the given background and make use of all the available information.

2. Start each question on a new page. 3. A legible handwriting, neat work and correctly numbered answers will count in

your favour.

Question 1: Communication Principles

1.1) 1.1.1

1.1.2

1.1.2.1

1.1.2.2

1.1.2.3

1.1.2.4


1.2) 1.2.1

1.2.2

1.2.3

1.2.4

1.3)

1.4)

Question 2: Interpersonal Relations and Social Interaction

2.1)


2.2) 2.2.1

2.2.2

2.2.3

2.3) 2.3.1

2.3.2

2.4) 2.4.1

2.4.2

2.4.3

2.4.4

2.4.5

2.5)


Question 3: Interviewing

3.1)

3.2) 3.2.1

3.2.2

3.2.3

3.2.4

3.2.5

3.3) 3.3.1

3.3.2

3.3.3

3.3.4

3.3.5


Question 4: Mass Media and Advertising (Refer to the pamphlet as per your textbook on pg 356)

4.1) 4.1.1

4.1.2

4.1.3

4.1.4

4.2)

4.3)

4.4) 4.4.1

4.4.2


4.4.3

4.4.4

4.4.5

4.5) 4.5.1

4.5.2

Question 5: Meetings

5.1)

5.2) 5.2.1

5.2.2


5.3) 5.3.1

5.3.2

5.3.3

5.3.4

5.3.5

5.3.6

5.3.7

5.3.8

5.3.9

5.3.10

Total: (100)


Case Study 3: Vocational College (Secretarial Students) (refer to the addendums as per your textbook from pg 362-364)

Section A: Correspondence

Answer ALL the questions

INSTRUCTIONS:

1. Read and interpret the questions against the given background and apply ALL the available information.

2. Start each question on a new page. 3. Please work neatly and check that you have numbered answers correctly. 4. It is suggested that you should answer the questions in the order in which

they were set.

Question 1: Precis

1.1)


1.2) 1.2.1 1.2.2 2.1.3

1.3)

1.4) 1.4.1

1.4.2

Total Section A: (20)


Question 2: Letter of Reservation


Question 3: Fax Cover Page

Design and complete your own Fax form as per textbook example on pg 347 (The same fax form previously made may be used).


Question 4: Questionnaire

Addendum C???


Question 5: Letter of Complaint


Question 6: Minutes of a Special General Meeting


Grand Total: (100)


SECTION B: THEORY

Answer ALL the questions.

Instructions

1. Read ALL the questions carefully and answer only what has been asked. 2. Leave a line between subdivisions of questions. 3. Start each SECTION ion a new page. 4. Work neatly.

Basic Communication Principles

Question 1

1.1)

1.2)

1.3)

1.4)

1.5)

1.6)


Question 2

Question 3

3.1)

3.2)

Question 4

4.1) 4.1.1

4.1.2


4.1.3

4.2) 4.2.1

4.2.2

4.2.3

4.2.4

4.2.5

4.3) 4.3.1

4.3.2

4.3.3

4.3.4

4.3.5

4.3.6


Question 5

5.1)

5.2)


Interpersonal Relationships and Social Interaction

Question 6

6.1)

6.2)

6.3)

6.4)


6.5)

Question 7

7.1)

7.2)

7.3)

7.4)


Question 8



Organisational Communication

Question 9

Question 10

Total Section C: (6)


Interviewing

Question 11

11.1)

11.2)

11.3)

Question 12

12.1)

12.2)

12.3)

12.4) 12.4.1

12.4.2


Question 13

13.1)

13.2)

13.3)

Total Section D: (17)


Meetings

Question 14

14.1)

14.2)

14.3)

14.4)

14.5)

Total Section E: (5)

Grand Total: (100)

effective communication final workbook - learnex...

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