GUJARAT TECHNOLOGICAL UNIVERSITY
MBA SEMESTER-I EXAMINATION -
SUMMER-2016
Subject Code: 2810003 Date:
19/05/2015
Subject Name: Managerial Communication (MC)
Time: 10.30 am to 01.30 pm Total
Marks: 70
Instructions:
1.
Attempt all questions.
2.
Make suitable assumptions wherever
necessary.
3.
Figures to the right indicate full
marks.
Q.1 (A) Select the most appropriate answer from the
given choices. [06]
1.
The communication process involves all
of the following except:
(a)
Decoding (b) Receiver
(c)
Noise (d)
Performing
2. Timely
and informal communication is:
(a)
Oral (b)
Direct
(c)
Written (d)
Informal
3.
Which of the following is not a form
of non-verbal communication
(a)
Proxemics (b) Kinesics
(c)
Posters (d)
Object language
4.
The principles of effective writing
include:
(a)
Clarity (b)
Brevity, Clarity and Accuracy
(c)
Brevity (d)
Accuracy
5.
The three major elements of
presentation do not include
(a)
Visual aids (b) A presenter
(c)
An audience (d) Specific content
6.
Reading out a presentation is:
(a)
Allowed (b)
Helpful
(c)
Dull (d)
Not Allowed
Q.1 (B) Define following terms in short. [04]
1.
Paralanguage
2.
Informative Listening
3.
Minutes
4.
Conference
Q.1 (C) List out any four situations in which proposals
may be prepared in business. [04]
Q.2 (A) Describe various electronic media tools
available for business communication. [07]
(B)
You are sales manager of reputed pharmaceutical company. Your
company has recently launched a new medicine for cardiovascular diseases. You
are planning to hold conference for doctors of your area to inform them about
this drug. Write steps to effectively manage this conference. [07]
OR
(B)
You are a Country Manager for a multinational company and about to
interview a candidate over phone. Do you think, telephonic interview will
differ from a normal interview in terms of preparations required (From your
end) and choice of questions? Discuss, type of questions you will ask to
candidate. [07]
Q.3 (A) Discuss seven C’s of effective communication. [07]
(B)
Your company Kitchenking, which manufactures kitchen appliances, has
been awarded a prestigious quality award for both product design and service
delivery. You are the CEO of the company and want to communicate this
information to all the employees of the company. You would also like to use
this opportunity to motivate the employees to continue with the good work.
Write an interoffice memo with a suitable message. [07]
OR
Q.3 (A) “Leader’s role is crucial in leading effective
meeting” Discuss. [07]
(B)
You have got a complaint from a customer who had purchased a pair of
jeans from your store. Vijay, the customer, claims that counter sales had
assured him of the good quality of the jeans. However, after one wash itself,
the color bled, and worse still, some other clothes that were in the washing
machine with the jeans also got ruined. A huge claim to cover the expenses of
all the damaged clothes is being demanded. Reply to Vijay with appropriate
letter. [07]
Q.4 (A) Describe the barriers to effective listening.
Provide the guidelines to overcome them. [07]
(B)
Draft an application in response to the following, advertisement: Wanted
sales Representative, Willing to travel extensively to sell our new Detergent
in Ahmedabad and Kheda Districts. Salary Commensurate with qualifications and
experience. Write an application without resume. [07]
OR
Q.4 (A) Describe some methods of improving the
listening ability of person. [07]
(B)
Your company has a number of facilities for women employees to help
them balance their professional and home responsibilities. You have found that
the measures have not only raised the morale of all but also improved
productivity. You want to now start a child day care center in the factory
where these women work. Writer a proposal to your top management with all the
details required for implementation of the day care center. [07]
Q.5 Carefully
read the case and answers the questions given at the end. [14]
Mr
and Mrs Basu went to Woodland’s apparel section to buy a Jacket. Mr Basu did
not read the price tag on the piece he had selected. While making the payment,
he asked for the price at the counter. The answer was” Rs 950”.
Meanwhile,
Mrs Basu, who was still shopping, came back and joined her husband. She was
glad that he had selected a nice black jacket for himself. She pointed out that
there was a 25% discount on that item. The person at the billing counter nods
his head in agreement. Mr Basu was thrilled to hear that. “That means the price
of this Jacket is just Rs.645. That’s fantastic,” said Mr Basu. He decided to
buy another jacket in green.
In
no time, he returned with the second jacket and asked the salesperson to pack
both. When he received the cash memo for payment, he was surprised to find that
he had to pay Rs. 1900 and not Rs. 1290 as he had expected.
Mr
Basu could hardly reconcile himself to the fact that the salesperson had first
quoted the discounted price that is Rs. 950. But the original price printed on
the price tag was Rs. 1225.
Questions.
1.
Identify the three sources of Mr
Basu’s information about the price of the Jacket.
2.
What should Mr Basu have done to avoid
the misunderstanding?
3.
Who is to blame for this communication
gap? Why?
OR
Q.5 Carefully
read the case and answers the questions given at the end. [14]
Prittania
Biscuits is located in an industrial area. The biscuits factory employs labor
on a daily basis. The management does not follow statutory regulations and are
able to get away with violations by keeping the concerned inspectors in good
books.
The
factory has a designated room to which employees are periodically called either
to hire or to fire. As a part of National Safety Day, The Industries
Association, of which the Prittania Biscuits is a member, decided to celebrate
collectively at a central place. Each of the members was given specific tasks.
The
Personnel Manager, Prittania Biscuits, desired to consult the supervisors and
to inform everybody through them about the safety day celebrations. HE sent a
memo requesting them to be present in the room meant for hiring and firing. As
soon as the supervisors read the memo they all got panicky thinking that now it
was their turn to get fired. They started having “hush-hush” consultations. The
workers also learnt about it and since they had a lot of score to settle with
the management, they extended their sympathy and support to the supervisors. As
a consequence everybody stop working and the factory came to grinding holt.
In
the meantime, the personnel manager was unaware of the developments and when he
came to know of it. He went immediately and tried to convince the supervisors
about the purpose of inviting them and the reason why that particular room was
chosen. The Personnel Manager had selected the room because no other room was
available. But the supervisors and the workers were in no mood to listen.
The
Managing Director, who rushed to the factory on hearing about the strike, also
couldn’t convince the workers.
The
matter was referred to the Government labor department. The inquiry resulted in
all irregularities of the factory getting exposed and imposition of heavy
penalties. The Personnel Manager was kicked out. The factory reopened after
prolonged negotiations and settlements.
Questions.
1.
Identify the communications barriers
in the case.
2.
Identify the flows of communication in
Prittania Biscuits.
3.
What role did grapevine play in
Prittania Biscuits?
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