Subject: Bus Comm and Executive Effectiveness Reg.

Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

1. Explain in Detail “ Communication Process” and write a note on the “Nature of

Communication”

Communication is exchanging ones ideas, opinion, emotions to one person or more. It is a very
essential part of life. It is required in every aspect of our day to day life , be it in your family,
friends , in class or in a organization. “Communication is the process of facts, ideas to be
transferred from one person to another”.

Peter Little says “Communication is the process by which information is transmitted between
individuals and or organization so that an understanding response results.”

Communication by the above definition clearly indicates that it is a Process, a Continuous

Process. It’s always Two ways. Communication requires some information or a message to be
passed on. Unless you have something to say communication cannot take place. Message must be
transmitted through words, pictures, graphs, voice gestures, actions etc. The person who want to
say something is the communicator and to whom he wants to say is the communicate.
Transmitted message must be understood by the communicate. He should respond in the given
time. The Process cab be shown with the help of a diagram.,

MESSAGE COMMUNICATE
IDEA

Encoding
Source media

RESPONSE MESSAGE DECODING

Source Media

Now , after receiving the message , a communicate interprets and analyses it. It is called decoding
a message.The quality of effectiveness of decoding is dependent on the message transmitted by
communicate to the original communicator, the process of communication becomes complete.

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

Good receivers don’t just absorb messages like sponge, they respond to them. Feed back can be
written, some behavioral response or sometimes no response will be the feedback.

It might happen, with enough feedback, the mental images of the sender and the receiver will
match, but this doesn’t happen always. One of the barriers in this is Noise i.e. external sound.
Sometimes psychological noise interferes communication. This can be hearing disorders, egoism,
defensiveness, hostility, preoccupation and fear all these constitute psychological noises.

NATURE OF COMMUNICATION:
Communication Happens between individuals or groups engaged in some way either through
their expressions, action and expresses their ideas to others.
Communication process begins with a sender, the person who transmits the message. Message is
any signal that triggers the response of a receiver. Messages are not synonymous with meaning ,
It happens at times when sender has some other intention of saying but the receiver takes it in the
other sense.

E.g.: You might remind a co-worker of yours about a deadline with the intention of being helpful,
but your colleague could interpret the message as an indication that you were annoyed and
mistrustful.

The senders choose certain words of non-verbal methods to stand an intentional

message. Consider the simple act of managers offering feedback to an employee, whether in
words, which are respectful or abrupt, delivered in person or in a memo makes a big difference
how the feedback is received.

Channel is a medium through which you are sending a message. It can be through hand,
mail, phone, fax etc., Receiver attaches some meaning to a message. In the confusing and
imperfect world of business their may occur problems. The message may never get to the
receiver. It may be hidden inside bundle of papers or message intended for one receiver might be
intercepted by another one. Decoding may always not be accurate.

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

2. Write short Notes on

(a) Objectives of Effective Communication.
(b) Barriers to Effective Communication.
(c) The Types of Communication in Business Organizations

Objective of Effective Communication:

“ Communication is an exchange of facts, ideas, opinions and emotion by two or more persons.”
Communication information and knowledge are transmitted with certain objectives in an
Organization.
(I) Information: It always affects business decision. In a business Organization Information
is required from every possible source which can bring change in the Organization.
(II) Advice: Major Share of time of a manager devotes for advising the various authorities in
the organization.
(III) Suggestion: Effective communication suggests good suggestions. Suggestions improves
the quality of work. Improved products are due to the suggestions from plant manager.
(IV) Persuasion: It means to convince other, managers persuade his subordinates on their
decisions.
(V) Education: Means imparting knowledge and skill to perform specific job.
(VI) Motivation: Communication and motivation are two sides of a coin which go side by
side.
(VII) Warning: Carelessness, wastage of the valuable time and material are big “NO” to any
organization.These should be curtailed at any cost by sending memos or notices.
(VIII) Raising Morale: People with high morale are an asset to an organization and thus every
manager should boost the morale of the people working under him.

Barriers of Effective Communication:

A Communication between two persons or a group of persons may fail due to number of reasons:
(i) Physical Barriers:
(a) A loud music or traffic noise creates barrier. It becomes difficult to pass on the message.

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

(b) Environmental stress: A high temperature, humidity, bad ventilation etc. contribute in
distortions in sending and receiving of a message.
(c) Subjective stress: Due to lack of sleep, ill health, consumption of drugs, mental strain.
(d) Ignorance of Media: Media a medium through which you try to send information. E.g.:
where a instructor tries to explain the workers through charts and maps, which the
workers are not familiar will not be able to understand it.

(ii) Psychological Barrier: Every individual has its own way of looking at things which
becomes a Barrier to communication.

(a) Unjust Assumptions: We assume something and commit things which may not be
accurate and doesn’t suite to the occasion
(b) Barrier Of Allness: We think that we know everything and not be prepared to accept that
the mistakes can be done by us.
(c) Snap reactions: People Try to criticise or pass remarks before communicator finishes his
part, where the interpretations of the communication is hurried.
(d) Apathetic listener: Is psychologically dead to your communication. He is indifferent to
the speaker.
(e) Sophisticated Role: The receiver is not willing to learn from the communicator. That
means he is not reachable.
(f) Defensiveness: Man always tries to justify himself. He thinks that admitting the mistake
means a loss of face. This attitude of the communicator is a great hindrance in effective
communication.
(g) Fear: Fear distracts communication. Due to tension and anxiety communication is not
effective.

(iii) Linguistic and Cultural Barriers: Languages used in different culture takes different
colour and meaning. It comes under the influence of accent of the local language.
(iv) Mechanical Barrier: Whistiling Microphones and incorrect placement of loud speakers
are some of mechanical disturbances.

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

Types of Communication:

Communication with any is done in two basic ways which are Formal and Informal. Formal are
the one designed by management and informal patterns of interactions based on friendships,
personal or career interests and proximity between workers.
(I) Downward Communication: A superior to subordinate. Any job instructions or
feedback to sub-ordinate.
(II) Upward Communication: A subordinate to superior for suggestions and
improvements in the job.
(III) Horizontal Communication: Communication between co-workers with different
areas of responsibility.

3. Explain in detail “ Listening” and what is the advantage of “Body language” in

Communication.

Listening is a positive function. Listening includes with understanding whatever you listen, that
should be understood by you. Listening involves employing the body and mind. It is not only
physical process but also requires psychological involvement of the listener.
Listening requires deliberate effort, attention and concentration. The effort is thus both physical
and mental.
In a organization a manager has to be a good listener as he spends more time in communication
and of which majority would be listening in the conference meetings.

Principles of Good Listening:

(I) Psychological process: Listening is a concept, which includes psychological factors. It is

an effort to understand and retain the verbal material presented in spoken form.
(II) Attention: Giving attention or tuning to the wavelength of the one who is communicating.
(III) Active Process: Listener has to be alert and visible in posture of expressions.
(IV) Understanding: A listener has to hear it and should be able to grasp the concept.
(V) Listening means able to distinguish between fact and fancy.

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

(VI) Paying attention to what re-inforces our point of view cannot be termed as good listening.
Their should not be selective listening.
(VII) Tiring Process: Listening is an active, physically, and mentally a tyring process.
(VIII) Presence of Barriers: There are common barriers to a good listening which is prior
hearing ability, distracting, burden, prejudice, snap reactions, premature evaluation

There are different Types of Listeners:

(a) Projective Listeners: Who projects out to himself in the speaker’s point of view. He does not
accept the view of the speaker.
(b) Sympathetic Listener: Here the listener respects the speaker so that speaker feels flattered and
opens out much more.
(c) Emphatic Listener: Pays attention not only to the surface meaning of the words but tries to
probe the feelings and emotions of the speaker. The speaker is encouraged with words like “ I
see”, “ go on” etc.
(d) Fake Listeners: Is the one who pretends he is sincerely listening to the speaker. He fools the
speaker by keeping an eye contact with him.
(e) Prejudiced Listener: Is one who knows the subject well in advance and doesn’t show interest
and treats it as a boring topic.
(f) Marginal Listener: Surplus time is spent by the listener in judging the quality of the lecture
and preparing the reply. In this case his attention is diverted.

Advantages of Good Listening :

(1) It improves the quality of communication and makes people receptive to the view point of
others.
(2) Good listening leads to positive attitudes, cordial relations and better participation.
(3) It competes people to pay attention to each other.
(4) It provides valuable information for the purpose of decision making.
(5) Good listening enables to find the solutions to complex problems.
(6) Good listening enhances our knowledge about the subject. If we are aware of few things the
speaker would add up more information to it. The other part of which you were unaware.

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

(7) Good Listening leads to clarifying the concepts which are not clear. You also get to know the
things more precisely. When the concepts are clear you get more ideas of it.

Advantages of a Body Language:

(a) Body language is the most easily visible aspect of communication. It’s therefore, helps the
receiver of the message in decoding the message.
(b) Body language complements verbal communication specially face to face communication ,
no message can be completely sent across with out the accompaniment of facial expressions
and gestures. It helps in establishing rapport.
(c) Body Language adds intensity to the process of communication. In the absence of any
gesture, change of posture, proper eye contact any face to face communication will look
blond and insipid.
(d) Because people care for body language it goes a long way to improve the overall atmosphere.

4. Visualize the Type of written communication used in Business Organization.

Following are the types of written communication used in Business Organization.

Notices:
In an Organization notices are basically used for an important information to be noticed by the
employees of the Organization. Notice will have a caption as notice itself and also a little slating.
E.g., A holiday which is declared on some particular day as per organization or companies
decision. It will address the particular information with other related information. It will also have
a contact person name in case of any more queries or details needed.

Reports:
A report is a statement or an account, which describes an opinion, situation etc. Which is a
outcome of the observation. A report is always prepared after a through inquiry has been made. In
a report a specific problem is discussed at a length.
There are different types of reports presented in a business organization.
1.) Factual reports
2.) Oral and Written Reports

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

3.) Formal & Informal Reports

4.) Routine & Specified Reports
5.) Personal & Impersonal Reports

Reports have to be made in an organized way. Reports are very important for an organization as
they provide information for the purpose of planning and control. It helps in decision making as
reliable information is provided. It helps in the performance evaluation of departments.

Letters:
A business letter is a permanent record for the business. It can also be used for further
correspondence. It is possible to increase the business by sending letters to various parties. It
helps to promote sales of the organization. Business letter acts as a representative of the
organization and it creates goodwill in the market. The complaints and misunderstandings of the
customers can be removed by giving them satisfactory replies. Status inquiry can be made
regarding the goods sent to the customers. Business letter can be used as a legal evidence in the
court of Law.

Minutes of the Meeting:

In a Business Organization employees attend both formal and informal meetings. In meetings
minutes of a meeting are taken up. Minutes are nothing but record of the proceeding and decision
of a meeting. Minutes are kept for several reasons:
(a) Provide a proof that members of a group come together and discuss certain issues.
(b) Usable for anyone, who haven’t attended the meeting. He can have a quick glance at the
highlights.
(c) Helps to hold participants to their promises, and to turn their promises into action. Minutes
should be written as soon as possible after a meeting, while events are fresh. Minutes should
be clear and be objective.

Brochures:
Brochures are mainly used by the Organizations or the companies to make their products to the
customers / people. Basically an information relating to the companies like introducing a new

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

product in the market showing the customers about the product and its specifications and how
good it can be compared to the other brands in the market. Brochures can be said as an
advertisement in a printed format.

House Journals:
The purpose of house journals is for the private circulation with in the organization. Circulation is
within each departments of the organization. Circulation is with in each department like if you are
appointed in a company, then HR department going around in the company informs each and
every individual in the organization that you are appointed as a Manager in the Marketing
Department. Sometimes your achievements like the Targets are made notice to everyone which
motivates others to perform like yourself. The purpose of House journal is nothing but achieving
Customer, Community, Profits and Public goals of the organization.

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

5. Prepare the layout of Business letter for any consumer products company.

XYZ US Operations
Channel logistics and fulfillment
P.O. Box 101472
Atlanta 30392 – 1472
REF No. Invoice/ Sales/ 9563401

Corporate Express Inc

Accounts payable department ,
P.O. Box 9000
Broomfield co 80021-0900

Proof of deliver fro order on 2061368 dated 19 May 2003

Dear reseller,

A full review has been completed of all the information provided to us regarding the shipment

mentioned. This review is in response to your dispute regarding the delivery of the products in

that shipment. Kindly provide us the proof of delivery for the same.

Always at your service

Thank in you anticipation

Regards

ABC, Manager Logistics

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

PART – II

1. (i) The greater the vision, the greater the potential it gives.
(ii) Goals provide a valuable means of evaluating your progress.
(iii) The single greatest resource that each of us has to increase our productivity is
other people.
(iv) Stress becomes strain when it continuous
(v) Meet each person with Positive anticipation, and expect every encounter to yield
positive results.

2. What do you understand by the word – vision ? How it is useful for achievement of
goals? Illustrate the vision statements of any company.

Vision is something like what your future should be. It is not related to predicting the
future but is a hope. It is a focus for the teams activity which provides sustained long-term
motivation and which unites your team. A vision is something very exciting which binds the
whole team together. Their are basically two things in it firstly it is that the whole team perceive
your vision and secondly sharing or communicating it.
Franklin field has rightly said “Poor eyes limit your sight, poor vision limits your deeds”.
Vision refers to the ability to visualize the future. A person without vision sees only what
is immediate what he can put his hands on and what is convenient. Some one with vision, has the
whole world open to him vision brings great benefits and opens incredible door of opportunity. It
increases a person’s potential. Goals are something which we have to achieve or for which we
have thought about the future comes in your mind when you have a vision when you think big
about. Vision is something which predicts your future. The winds of change often blow them
here and there, but if you have vision and you work hard to accomplish it your future is more
likely to become a fulfillment of that vision. It is true that failure is not guaranteed, but you
increase your chances for success tremendously when our vision is clear, it adds up to our work.
Even the most difficult task can give you a sense of satisfaction, because you can see a greater
purpose being accomplished.
Achievements make life more enjoyable. There is nothing like the feeling you get when
you have work hard and done and job well. It adds fun to your work and excitement to work

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

increases. Each task becomes a an important building block in that bigger picture. Vision leads
to achievement of goals setted. Once goals are setted people try to work to achieve it. When
your goals contribute to a vision you value, then the work that accomplishes those goals is
valuable to you. Once the goals are set it helps us to keep our priorities straight on a day to day
basis. A broad vision provides what all are the areas where a person need to be remained focused.
It keeps and organizes our idea we have for our future.
Vision provides a team to promote enthusiasm in an organization.
Vision statements of cargo management company i.e, “GATI” - “We are committed to
provide on time intact value added services, in a cost effective manner fulfilling customers
expectations through continual improvement”
Part of realizing your vision involves the journey of personal growth that you must take
in order to get there. Positive changes in a person’s life always requite personal growth. The
most strategic plan you have is one that tailors your growth to your vision. Without vision there is
nothing to shoot for, no target, no greater task to give you purpose and hope. By keeping our
focus fixed on our vision, but have to be flexible about the road which would take to go there.
The realization of vision requires innovation and we cannot be innovative when we are not open
to new ideas.

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

3. Define “Goals and explain and pyramid.

Goals is something which a person has to achieve. We set goals to achieve success in our
life. The whole concept of success depends on goals. Ask any ten or twenty people, every one
will be having different goals to be achieved for a father it will be to become a an excellent
parent. For a athlete to come first in the race. For goals to be achieved their must be proper
planning. Unless you plan a head a person will never get a head.
Goals are measurable milestones along the road to success, their value is tremendous.
(i) Goals motivate us: Making goals specific and reachable is very important. If the goals
cannot be measured it reduces motivation because on reaching the goals is what gives
you a boost. Never underestimate the importance of creating measurable goals when
planning for you own success.
(ii) Goals gives us purpose: If we have goals the purpose of our life is fulfilled. Even if you
have difficulties you are surrounded by non-compliances and no from every side, but if
you have a goal you will achieve success.
(iii) Goals add value to work: If people attach a goal to their work, the work become more
interesting to do. When the goals contribute to a vision you value, then the work that
accomplished those goals is valuable.
(iv) Goals keep our priorities straight: Goals helps us to keep our priorities straight on day to
day basis. It becomes easy for us to get caught up on activities that do not contribute at
all.
(v) Goals channel and maximize our potential: It keep focused in the areas of strength and
high return.
(vi) Goals give us the power to live in the present, that is where they have the power to
accomplish their goals. Every goals you set, and all that you do to accomplish those goals
must point to your. Statement for purpose. Goal setting must become a way of life.
Goals can be formed into a pyramid. The pyramid itself is made up of fine sections. The
sop most section is the smallest, the most focused. It contains your like long goals.
There is an overview of each of the fine sections.

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

LONG
TERM
GOALS

INTERMEDIATE GOALS

SHORT TERM GOALS

REGULAR DISCIPLINES

(1) Life Long Goals: - These are the approximately two to give goals that you hope to
accomplish in your lifetime. If you are able to achieve then or come close to achieving
them, you will have fulfilled to the best of your ability, what you believe to be your
purpose in life.
(2) Long Term Goals: - These are the goals that you have set to help you reach each of your
life long goals in general, these are things you hope to accomplish in about two years
without long-term goals you are likely to experience short terms frustrations.
(3) Intermediate Goals: - These are goals you have set to help you reach each of your long
term goals. In general these ae things you choose to accomplish in five to ten years.
(4) Short Term Goals:- These are goals you have set to help you reach each of your
intermediate goals. They take from one to five years to accomplish.
(5) Regular Disciplines: - These are the tasks you will be completing on a daily, weekly and
monthly basis in order to accomplish, your short term goals. These are governed by the
way you manage your time.

4. What is meant by “STRESS” ? what ate ways to reduce the stress.

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

Today people face problems like stress, fatigue, headache etc. Even successful people
who seem to have a orderly life are affected by this all. When talking about stress particularly it is
all because of mental attitude. Some stress can be avoided by some need to learn how to deal with
them. It happens that some stress can prove ass a positive thing for us. As it prompts a person to
find a better, smarter way of doing things. May be the word pressure or tension would better
describe that kind of positive impetus. For e.g for some actors, they a give their best performance
when the pressure is on, when people important to them are in the audience. Different people
react differently to that kind of pressure.
Most of people worry unnecessarily about too many things. It is almost as though they
then one problem in ten that causes stress is a real concern. At times stress becomes harmful and
become strains. Human body reacts to stress in a 3 stages:
(1) Alarm (ii) Resistance (iii) Exhaustion.
In alarm stage, your body recognize the stressor and prepares for fight or flight. These is
done by a release of hormones from the endocrine glands. These hormones will cause an increase
in heart best and respiration, elevation of sugar level and slowed digestion. You will then choose
whether to use this burst of energy to fight or flee.
In the resistance stage, your body repairs any damage caused from the stress. If however
the stressor does not go away, the body cannot repair the damage and must remain alert.
In the exhaustion stage, you may develop one of the “diseased of stress”, such as
migraine headaches, heart irregularity or even mental illness. Continuous exposure to stress
during the exhaustion stage causes the body to run out of energy and may even stop bodily
function. The bad news is that the world is filled with things that can cause us stress. Below are
few strategies to handle stress successfully.
(i) Develop a proper perspective:
Proper perspective means how you try to see a tackle the things. Earle Wilson has said
“the ability to see the present moment and immediate events against the background of
large reference”. There is no substitute for perspective.
(ii) Stop running from risks:
Running from facing risks shouldn’t be done instead one should try to understand why at
all these is happening and try to found the solutions to tackle them.
(iii) Work in your areas of strength:

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 Subject: Bus Comm and Executive Effectiveness Reg. Number: 200313028

Name: P. Shankar Course: PGDBA (Finance)

People who work in their areas of strength are less likely to become victims of stress,
even when they make mismatches and mistakes. It mistakes are made and it challenges
you instead of causing you to experience stress, them you are probably working in an
area of strength.
(iv) Get off the road of overload: Sometimes you have to give up what is merely good in
order to do what is best.
(v) Develop strong convictionst: Lack of purpose and direction seems to be epidemic in
20the century. Convictions enable a person to face nearly any situation in life with
courage and dignity.
(vi) Give up your right: fighting for rights with a attempt to get everything causes great
amount of stress and emotional fatigue. So it is sometimes good that you give up the
rights as giving brings great joy and it can reduce stress.
(vii) Reprogram your mind: Our mind constantly changes seeing, hearing watching the things
around. And so we are person who have to choose as what input has to be given to get a
good output.
(viii) If you try to get preoccupied with your own concerns, it will help you to release stress, if
you try helping others. Speak out everything whatever their is in your mind because is
makes you feel better.
When you are too much stressed go out for a walk, or pick something that you really
enjoy doing, something funny.

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