FOUNDATION IN ARTS
BUSINESS COMMUNICATION
MID- TEST
COURSE CODE : BCM201
COURSE NAME : BUSINESS COMMUNICATION
SEMESTER : APRIL 2021
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INTRUSCTIONS TO CANDIDATES
• Answer ALL the questions in the question paper
• Marks allocation for each question are shown in the brackets
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All the candidates MUST complete this section:
Student’s Name: THIVYAASHINI A/P SELLA BALAKANAPATHI
ID Number : FIA20019
PART A – MCQ
1. A
2. B
3.C
4. A
5. B
6. A
7. C
8. B
9. A
10. A
11. D
12. A
13. C
14. C
15. B
16. D
17. D
18. A
19. A
20. D
21. B
22. D
23. C
24. C
25. C
PART B- SHORT ESSAY QUESTIONS
QUESTION 2 (15 marks)
The first and foremost, when we start our we conversation, we should
introduce ourself to people who are in the call. Even in the age of caller ID, it can
be jarring to pick up the phone and jump right into a conversation. Remind the
person you’re calling who you are and why you’re reaching out. They will appreciate
the courtesy even if they recognized your name and number when they picked up.
Secondly, we should smile when we talk to people. Although they might not be able
to see us, a smile can be heard in your voice and the caller will be much more
relaxed in their conversation with us. People love talking to happy people.Thirdly, we
should speak clearly when you have a discussion on telephone. If we have
something to say and the person at the other end wants to hear it. No one wants to
repeat themselves many times during a conversation.Therefore, speak as clearly as
possible to avoid this.In addition, we should listen to requests. When you’re busy
multitasking, it can be hard to focus on the requirements of the person on the phone.
Set other tasks aside as you actively listen to requests from the caller. Ask follow-up
questions for clarification and to show that you’re engaged in the
conversation.Furthermore, we should make the caller feel welcome. Although it is
a phone call, if your answers are short or you don’t sound interested, the caller may
leave the call feeling unwelcome and that their query hasn’t been answered or
problem resolved.
Besides, there are some call guideliness that we should not do for example don’t
be distracted. Although the caller may not be able to see what you’re doing, if they
don’t have your full attention it will be heard in your tone and responses. Distractions
can be anything from responding to an email, replying to a text, scrolling through
online shopping, reading a news article, or nibbling on that doughnut that has been
sitting next to you calling your name. If you wouldn’t do these things with the person
in front of you, don’t do it when you’re on the phone.Secondly, don’t shout or
whisper. Being overly loud or overly quiet can make a phone conversation very
awkward and might mean you don’t get all of the information to the person on the
other end. Try and speak in a calm tone that will be easy to hear and
understand.Morever, do not leave the caller on hold for too long. No one likes
sitting on hold. If you leave your caller on hold for too long they may think they have
been forgotten and may hang up. If this is a business call this could result in a lost
sale or an unhappy customer.Fourthly, don’t speak too loudly. Depending on the
volume in the room you’re in, you could be speaking far too loudly when making
calls. Adjust your voice to a normal tone and don’t be afraid to ask the person you’re
calling if they can hear you. Nobody likes being shouted at over the phone.Lastly,do
not hang me the call in a rude way.This will obviously affect your manners to them
that you are behaving in that way.
QUESTION 3 (15 marks)
Communication within a business can involve different types of employees
and different functional parts of an organization. There are three types of flow of
communication which are vertical, horizontal, or diagonal. Firstly, the vertical
communication is probably the most frequent form of communication. Sometimes
messages are sent from the CEO to all employees, or from a departmental head to
all employees in his or her department only. Generally, vertical communication
follows the ‘chain of command’, for example, the reporting lines that are reflected on
a company’s organization chart. This means that a manager sends messages
downward to those under his or her immediate supervision. Similarly, employees
send messages upward to their immediate superior. The main purpose of operating
with a vertical communication system is to control the flow of information and
decision-making. Top-down communication usually consists of orders, mandates,
policy decisions, directions and instructions. The policies and goals of the
organization typically come from the top and move down through the chain of
command. Communication that flows upward typically involves information from the
front lines to the executives about what's going on at the lower levels. It might
include complaints, suggestions, reports, requests for clarification or news about
trends.
Secondly, Horizontal communication occurs between people of the same
status, for example sales staff, departmental heads, directors, supervisors. The
senders and receivers can be in the same department or in different units. Messages
that flow horizontally typically involve the exchange of information or data that is
necessary to complete routine tasks. The information can be communicated during
face-to face discussions, via telephone, or through correspondence. Horizontal
communication, also called lateral communication, involves the flow of messages
between individuals and groups on the same level of an organization. Horizontal
communication does not involve relaying information up or down across levels.
Sharing information, solving problems, and collaborating horizontally is often more
timely, direct, and efficient than up or down communication. Horizontal
communication can produce a higher quality of information exchange since it occurs
directly between people working in the same environment. Communication within a
team is an example of horizontal communication, members coordinate tasks, work
together, and resolve conflicts. Horizontal communication occurs formally in
meetings, presentations, and formal electronic communication, and informally in
other, more casual exchanges within the office.
Thirdly, Diagonal communication takes place between people who work in
different departments and at different levels within an organisation. Very often tasks
frequently arise that involve more than one department, and there may be no
obvious line of authority. Very often diagonal communication involves committees,
teams or task forces that are created to solve problems or complete special projects.
Diagonal communication often relies largely on cooperation, goodwill and respect
between the parties concerned. Moreover, Diagonal communication is the sharing of
information among different structural levels within a business. This kind of
communication flow is increasingly the norm in organizations which is in the same
way that cross-functional teams are becoming more common), since it can maximize
the efficiency of information exchange. The shortest distance between two points is a
straight line. Diagonal communication routes are the straight lines that speed
communications directly to their recipients, at the moment communication is
necessary. Communications that zigzag along horizontal and vertical routes, on the
other hand, are vulnerable to the schedules and availability of the individuals who
reside at each level.
.
QUESTION 4 (15 marks)
Written Communication, is a formal means of communication, where in
message is carefully drafted and formulated in written form. It is kept as a source of
reference or legal record. The advantages of written communication is it can be
easily understand by people. Another reason for the popularity of written
communication is easily understanding like if you don’t understand something for the
first time you have a huge chance to see it next time which not available in oral
communication.Secondly,Written communication has exceptional acceptability to
people especially when it formal communication.Thirdly, this is another most
important facility for written communication. Every kind of written communication
document is a permanent record and can preserve for further
assistance.Furthermore, written communication is one kind of evidence so, it can
reduce the risk this is the most important advantage of written communication. In
written communication, there is less chance of distortion because there are multiple
chances to revise the written communication document.
There are also some disadvantages of written communication which are such
communication is expensive. It involves expenditure in purchasing paper, ink,
typewriting, and printing machine as well as the maintenance of such equipment and
machines. In addition, such communication is time-consuming. From start to end it
takes a lot of time. A message is sent through a mechanical device like a telephone
may take a moment to reach a destination; whereas a message if sent through any
written device like a letter may require two, three, or even more days to reach the
destination. In written communication, the receiver opens the letter and reads it very
attentively taking more time. When he responds to the letter, he takes some
additional time to answer according to the requirement. For this reason, feedback is
delayed. Through written communication, there is very little scope for a personal
relationship to grow between the sender and the receiver. Lack of personal touch
may cause a communication gap or delayed communication.Lastly, if the receiver is
illiterate, then written communication does not make any sense. So, such
communication is meaningless to illiterate people. This causes ineffective
communication.
PART C-FORMAL LETTER
Office Machines Ltd,
104 High Road, Chiswick,
London W4 3LN.
16 October 2021
The Editor,
Business Monthly,
95 Fleet Street,
London EC4 5PB
Subject: Subscription of business magazine monthly
Dear Sir,
I am writing this letter to subscribe to your business magazine for monthly. One of my firm
has just received a free copy of a new business magazine entitled ‘The Effective Of
Communication Skills’ on 10 October from you and find out that the magazine is amazing to
read. Therefore, I would like to request to subscribe of those business magazines for
monthly. I am so eagerly waiting to read all of your business magazines.
I would also like to take this opportunity to thanked you for giving my firm a free
copy of a new business magazine . Kindly, do also let me know if you provide any other
magazines too. Please attach the subscription fee, discount, offer, and other details along with
an invoice in the reply letter. Contact me on [email protected] for any kind of
verification. I look forward to receive the magazines soon.
Thank you for your time.
Your Sincerely,
THIVYAASHINI
Employee of Office Machines
