Business Communication

Posted on September 11, 2019September 12, 2019 by gani37

Case Study 1

Josh Miller is a finance student at a business college. He likes numbers and feels comfortable with order, structure, and rightor wrong answers. As part of the graduation requirements, all students must take classes in speech and writing. Josh becomes nervous about writing reports or giving speeches and doesn’t see the connection between the required class and his finance studies. One of Josh’s biggest stumbling blocks is thinking of topics. He experiences writer’s block and generally delays any project until the last possible minute

Answer the following question.

Q1. What would you suggest to help him see the value of speaking and writing well?

Q2. Give an overview of the case.

CASE STUDY

SnapComms help Freedom Healthcare to Reduce Internal Marketing Communications Costs SnapComms help Freedom Healthcare to reduce internal marketing communications costs using; interactive screensavers, scrolling newsfeeds, employee discussion forums and staff magazines. (PRWEB) March 31, 2010 — SnapComms announced today that Freedom Healthcare has signed a contract to use the SnapComms Internal Marketing Communications tools to deliver internal marketing and information updates to employees. Freedom Healthcare specialise in aged care and disability products and has established itself at the forefront of its industry by continuously developing and producing innovative and durable products. “We wanted a way to deliver information to relevant departments of the business in an instant manner that places the least amount of responsibility on employees to keep up to date with events” explains Yusuf Cajee, Marketing/Product Development, Freedom Healthcare. “Instant internal marketing communication via the SnapComms channels will help us save on internal marketing costs such as printing and publishing” continues Yusuf. Yusuf plans to use the SnapComms internal marketing communications tools within the business for vital employee communications. The tools will also be used between all Freedom Healthcare wholesale agents for broadcasting information concerning new product developments, product recalls and general information. Finally, Yusuf plans to use the SnapComms tools as a marketing tool aimed at key customers promoting product specials, new product development and general news. When asked why Freedom Healthcare had chosen the SnapComms internal marketing tools, Yusuf stated “They are easy to use and have great flexibility in the style of message that can be displayed. They are also easy to implement with no complicated network setups required.” The SnapComms solution is a suite of interactive employee communications tools that display messages directly onto employee computer screens. Features include the ability to target messages to particular groups of employees using existing distribution lists; a Content Manager to delegate administration rights so that different authors can communicate with their own groups of employees; and a reporting tool to check whether employees have received and replied to messages. The suite includes an interactive screensaver tool which displays internal marketing messages in place of a standard screensaver. Video, flash, image, html and text content are all options. Each message can contain hyperlinks to direct staff to more information on the organization’s network, intranet or internet. The desktop news feed tool displays important internal marketing updates using an on-screen scrolling bar. It can broadcast existing RSS feeds or simple text updates. Scrolling headlines can hyperlink to intranet pages or other resources. PRWeb eBooks – Another online visibility tool from PRWeb The visually-branded pop-up alert tool makes sure employees learn about important news as soon as it occurs. It can display video, text and other types of content. The SnapComms enterprise communications software was created in 2002 by an intranet manager looking for better ways to communicate with employees.

Answer the following question.

Q1. Give an overview of the case.
Q2. How the internal communication of the Healthcare company was developed in the company? Explain.

CASE STUDY

Employees were very positive about the Snap Comms employee communications tools and the pilot process in general. The pilot team set up an escalation process for employees to leave feedback. “We did not receive one single negative comment about Snap Comms, the offline time or anything to do with this pilot or process.” A survey was also conducted with staff in the pilot group to assess their satisfaction with each of the Snap Comms tools. The results were very encouraging and endorsed the positive feedback that the Internal Communications team had received during the course of the pilot. Standard metrics that were collated for AHT, such as problem resolution, customer satisfaction and commissions were broken down so that results for the pilot and control groups could be separately identified. Improvements in resolution rates were made following the pilot. In terms of commissionable sales, the GenY pilot group performed better than the control group and their GenX and Baby Boomer counterparts, and suffered more when the offline time was withdrawn. Following were the key benefits of Snap Comms channels • Messages delivered fast and read promptly by employees • Easier for employees to access critical or time sensitive information • Comprehensive, robust reporting and measurement • Reduced volume of content sent due to
content filtering and aggregation • Visual, fun and eye catching ways to send information • Reinforced employee learning

Answer the following question.

Q1. What was the impact SnapComms on business KPIs? Comment.

Q2. What was the employee response to the SnapComms? Discuss.

CASE STUDY

The challenges of communicating with nine previously independent businesses spread across a number of countries and speaking three different languages (English, Dutch and Papiamento) were significant. Hamlet had no single tool that would enable her to communicate across all the different territories. Email servers on the same network were only operational in the businesses in the English-speaking locations (Trinidad and Tobago, Barbados and Jamaica), whereas the businesses in the Dutch Caribbean (Curaçao, Bonaire, Aruba and Sint Maarten) were operating different email platforms. While Hamlet concluded that there were fewer cultural differences between the countries than she had anticipated, she found that employees were more connected to the local business brands they worked for rather than seeing themselves as members of a larger group. So it was vital to Hamlet that the solution she implemented gave her the ability to communicate the group’s new vision, mission and values in a consistent and engaging way. She also needed to ensure that communications did not come across as “Trini-centric” (Trinidad being the location of the Head Office of the group) or come across as imposing to employees. Hamlet’s research into a software solution that would allow her to communicate more effectively with the distributed workforce led her to the SnapComms internal communication software and in July 2012 Guardian implemented four of the communication channels — Desktop Alert Software, Scrolling Desktop Tickers, Employee Newsletter and Internal Staff Survey tool. Instrumental in her choice was the fact that she could deploy the internal communication tools immediately and would have no ongoing reliance on her IT department to administer them. Hamlet has been pleasantly surprised by the fact that the SnapComms software delivers on its promise and really is as easy to use as it is claimed.

Answer the following question.

Q1. How it was possible to communicate across multiple languages and platforms? Explain.

Q2. Discuss about SnapComms software.

Business Communication

Case Study 1

Answer the following question.

Q1. What would you suggest to help him see the value of speaking and writing well?

Q2. Give an overview of the case.

CASE STUDY 2

Whether you’re reaching out to customers or confirming details with a trusted staff member, communication is the lifeblood of any business. You already send emails and make phone calls, but you might be surprised at what other kinds of tools are available to help make that communication easy and effective. Project management is hard enough when you’re not dealing with multiple offices and remote works. Collaboration software keeps everybody on the same page by establishing a onestop destination for assignments, status reports, shared resources and progress tracking. Some popular examples of collaboration software include “Cloud” may be this decade’s technology
buzzword, but that doesn’t mean it’s not extremely valuable. Cloud storage saves and stores your files at a remote location so that they’re always available. If the computer crashes, you won’t lose progress. If people are working remotely, on location, or away from the office, they can access the files whenever they need to. Traditional business phone systems are expensive and complex. Some choose to use cell phones instead, but the use of your personal phone can make you seem less professional. A virtual phone system combines the professional feel and robust functions of an oldschool phone tree with the flexibility and simplicity of cell phones. There are a number of virtual phone systems out there, including Grasshopper. Internet connectivity makes it possible to contact exponentially wider networks of leads, customers, gurus and workers than ever before… and those contacts don’t just have an address and a phone number. They have email addresses, chat handles, Facebook accounts, Twitter feeds and LinkedIn profiles. Contact management software helps you keep it all straight, reminds you when you’re “due” to reach out to key contacts and streamlines the process of keeping in touch. Depending on your precise needs, and are different, but effective, contact management options. Yes, you can do everything you need with a regular cell phone, or even without one. Businesses did it for centuries. But the calendaring, text messaging and note taking apps that come standard with every phone will streamline how your office communicates. It’s why so many businesses buy smart phones or tablets for their employees. Obviously, these are just some of the communication tools that can boost your business and streamline your efforts.
Answer the following question.

Q1. What is collaboration? Give examples of collaboration software.

Q2. Give an overview of the case

Case Study 3

As manager of a new bakery/coffee shop in Green Meadows called ‘Pierre’s Boulanger’, draw up an interesting full page and colorful advertisement to place in the bakery window to invite applications from marketing students for parttime shift work as waiters/waitresses to work in the bakery on Saturdays and Sundays. . In an another case, You are the marketing manager of a shipping company in Greece and you have been researching annual production of tomatoes in Europe for 2012.You have looked at the statistics for the six major tomato producing countries and found that their annual production in metric tons is as follows: Spain –3.8 million; Netherlands – 815 000; Poland – 677 000; Italy – 6.0 million; France – 636 000; Greece – 1.2 million.

Answer the following question.

Q1. Prepare an advertisement towards the requirements of the above marketing positions, information on working hours as well as the application process for interested students

Q2. Draw a full page, eyecatching and colorful pictograph as a graphic communication device to reflect this information of tomato production in an interesting way. Highlight any aspect in your graph that you think might be particularly important for your own organization.

Case Study 4

The UNC Business Essentials program (an online business communications skills) has been more than beneficial in my everyday life, and its impact played an especially important role in my search for an internship geared toward my future profession. As I searched for different positions within my field of study, one thing stood out to me: The skills I learned from the UBE program thoroughly assisted me in my internship search and even made the process much easier. Several sections in the UBE program, like the business communication section, provided me with the business skills necessary to contact, email and communicate with employers in a professional tone. Before obtaining these skills, I was less confident in the way I reached out and spoke to employers about internships. Now, I feel that I have the same amount of business communication skills that students majoring in business also have. These skills not only put me at an advantage, but also thoroughly impressed employers and helped me to be considered for several internship positions. Applying for internships and jobs in the future is no longer an added stress because I know how to properly fill out applications, create cover letters and communicate with employers in a professional manner. One added benefit of the UBE program is that I can include my online business certificate on my resume. Many employers have asked me about the UNC Business Essentials certificate in interviews and thought the UBE program is a great distinction to have.

Answer the following question.

Q1. What are the advantages of online business communications skills? Explain.

Q2. Give an overview of the case.

BUSINESS COMMUNICATION

CASE-1

Nestle has launched quality street ,lion and after 8 choclates imported from Europe. Qualtty Street is an assortment of chocolates priced at Rs. 7 5 for 218 gm. After Eight is a popular adult chocolate priced at Rs.25 for 20 gm and Lion is a caramel wafer bar priced at Rs. 20 for a 45 gm bar. (Kit Kat )is priced at Rs. 6 for a 17 gm bar and has a chocolaty taste while Lion has a crunchy taste). The brands have different tastes and will appeal to different target segments (though the target segment is one which may have already been exposed to these brands during visits abroad). These brands have been introduced in metros in upmarket stores which sell brands bears the label “lmported by Nestle India Ltd.” indicating that they may be better than smuggled ones (which may be stale).

Question :

1. Suggest suitable media /media vehicles for promoting these brands. Give reasons in support of your answer

2. What business communication media you will utilize if you have to launch a soap in rural India?

CASE -2

The herbal shampoo market is valued at around Rs. 100 crores. Ny/e, Ayur, Dqbur and Biotique are some of the established brands in the market.

Helene Curtis (JK Group) has introduced a premium herbal shampoo (with variants Shikskai, henna and qmla and brqhmi and josur) priced between Rs. 80 and Rs. 90 (500 ml) for different types of hair. The proposition is the benefits offered by lhe variant based on the combination of herbs, benefits offered by the variants range from extra protection and nourishment to colour, body and bounce. The shampoos have been launched under the brand name Premium Herbsl Shsmpoos and they target urban housewives with a monthly household income of Rs.25,000. The brand is distributed through 7 0,000 retail outlets and 120 Raymond shops. The company has planned only point of purchase (POP) posters initially and may consider the electronic media later. The shampoo has an annual advertising expenditure of Rs. 10 crores.

Question :

1 Comment on the marketing mix of JK’s Premium Herbsl Shampoos ?

2 How can you make their communication more effective ?.

CASE 3

(i) Iran Rafsanjan Co., Rafsanjan City, Iran has taken a marine insurance policy No. VB/84/3629/29 dated 20th December, 2005 from Albroz Insurance Co., Kerman City, Iran for the import of 500 tractor gears from Apex Products (India) Ltd., Delhi. The exporter shipped the cargo on board vessel — SEEMA on 26th December, 2005 for Bandar Abbas Port of Iran.

As per the letter of credit condition, the exporter was required to fax the shipment details to Albroz Insurance Company within 24 hours of the shipment. However, the exporter could not fax such details due to change in telephone (fax) number of the insurance company.

Draft an express telegram to intimate shipment details.

ii) Yours is a multinational company having joint venture with a Chinese company. Plant is to be located at Surat. The company immediately needs an Executive – Foreign Affairs (male/female) with ability of “writing and speaking Chinese language.

Draft a recruitment advertisement for publication under classified column of a national daily. Salary-is no bar for the right candidate. E-mail address -info@krishnafashions.com

iii) The local head office of State Bank of India is located at 11, Parliament Street, New Delhi-110001. The bank wants to construct 76 flats at Noida for its employees and invite applications for pre-qualification of contractors. Full details are available on its website – www.sbi.co.in or www.statebankofindia.com/ procurement_news.
Draft a notice for pre-qualification of contractors.

iv) The Joint Admission Board (JAB) of Indian Institutes of Technology in its meeting held on 17th September, 2005 at Kolkata has taken some decisions with regard to Joint Entrance Examination (JEE) 2006, i.e., to appear in JEE, one must secure at least 60% marks (55% for SC/ST and PD) in 10+2 examination; a candidate can have only two attempts with effect from JEE-2006; and a candidate who joins any of the IITs through JEE-2006 will not be permitted to appear in JEE in future.* It was also decided that candidates, who have passed their qualifying examination in 2005 or earlier, will be allowed to appear in JEE-2006 as the last chance, witji no consideration of marks or attempts at JEE subject to age requirements. On behalf of the JAB, draft a suitable press release to be issued by organising chairman highlighting these decisions.

Business Communication

CASE STUDY

Sushma works in Infosoft solution pvt; td. She works there as a project leader. occasionally her job demands coming early for her duties or stay late till evening hours. Once she was handling two projects simultaneously and on one such day she had convened a meeting with her team members regarding project delivery. She had called her team members at 0800 hours. Sushma is a disciplinarian and generally she follows duty timings strictly. Discipline starts with me, was her firm principle. She had made a habit of coming five minutes early at least. However on that day she could not make at the scheduled meeting time of 0800 hours and she was worried that her reputation could be at stake. Time was 0805 hours and she reached main gate of her company. Hurriedly she swiped her card and rushed towards board room. That time few housemen were doing cleaning. One of the housemen had spread soap solution on the floor. Unaware of what is on the floor, she continued to rush to the board room. The floor was made of marbles and soap solution was sprinkled over it. Sushma could not control her balance on the slippery floor and fell down. Slippery floor dragged her a couple of feet further. The impact was so strong that she wailed loudly. Her team members rushed to help her. Somehow she could get up and she was taken to the hospital. It was discovered that her hip bone was broken. As a result, she was immobile for about two months because of the injury. Later in investigation, it was revealed that the housemen who was cleaning the floor has not put the sign board “CAUTION: FLOOR is WET.

Answer the following question.

Q1. Bring out the importance of nonverbal communication in the case.
Q2. Do you think sushma is responsible for whatever happened? Explain.

CASE STUDY

The TelstraClear team wanted the tools to appear visually interesting and attractive, and to keep the text firstperson and friendly. The exception to this is in emergency situations when messages and commands require more immediacy. In these instances popup templates have been designed that relay the situation using ‘emergency’ colours of oranges and reds. A series of visual templates have also been developed for specific audiences, as well as sets of screensavers (customer profiles and staff benefits, for example) so each has a specific look and feel. TelstraClear recognized from the start that the tools, particularly the screensavers, need to be current and change regularly to maintain their impact and interest. SnapMags are now being adopted by various business groups across the organization to target specific information and news to their teams, and popup alerts are also starting to be used by project teams. They can see the valueadd the popups provide with instant messaging and fewer emails. Also, there is added value in being able to track who has – or hasn’t read – the popups. We’ve now go to the point where teams are coming to us and asking “can we use SnapComms too…” The bright, fun and colourful screensavers have met with overwhelming appreciation and staff are enthusiastic about new ones. They are simple to execute and are immediate and impactful.” Head of Communications, Diane Robinson

Answer the following question.

Q1. Why TelstraClear have found screensavers invaluable? Explain the benefits of screensavers.

Q2. Comment on the Head of Communications, statement “They are simple to execute and are immediate and impactful.”

CASE STUDY

Virgin Mobile UK is a mobile phone service provider operating in the United Kingdom (UK) and part of Virgin Media, the first provider of all four broadband, TV, mobile phone and home phone services in the UK. It operates 80 stores, employing 550 staff in retail outlets and a further 200 in “Lite” popup locations. Sarah Arthur is the Retail Communications Manager at Virgin Mobile UK. The Retail Communications team is responsible for employee communications across all Virgin Mobile retail outlets. The team needs to ensure that key internal messages are delivered to retail staff in a timely manner and that they can access operational information — new packages and special offers, company news, IT notifications, internal campaigns and requests for feedback — regardless of location or desktop environment. Virgin Mobile was relying on email and its intranet for communicating with retail staff. They needed to continue to work with their existing employee communication channels and systems but they also wanted to explore ways of delivering push communications which their core systems couldn’t do. Virgin Mobile implemented the SnapComms internal communications software in 2008 and is using Desktop Alerts, Desktop Tickers, Staff Surveys and Internal Newsletters. Arthur confirms that “SnapComms is a key tool for sending information to stores.” It is now their main retail communication channel and vital to operations, as the information it conveys to staff enables Virgin Mobile to trade very day. Arthur explains that “store staff on the shop floor needed something that popped up in whatever tool they were using and SnapComms gave us that ability.It is the tool we use to push information to store staff.” The desktop alerts have been used in a wide variety of situations such as to notify staff when support centers are closed, advise the time and nature of IT systems changes, provide updates about tariffs and exclusions and communicate sales incentive campaigns. While each of the SnapComms’ employee ommunication channels that Virgin Mobile is using can be used in isolation, they do integrate seamlessly. For example the staff survey is used to get feedback and views from stores and can be distributed in combination with a desktop alert, directing employees to further information and the link to the survey. Store managers are very supportive of the staff surveys and understand their importance in getting information back from the stores to head office, and it’s not unusual to achieve 100% response rates from these. Stores have reacted well to the tools and it’s simple and easy for them to receive information. This has been achieved through the Retail Communications team controlling the level of communication so that staffs are not bombarded. They have ensured that the tools are not overused and that they do not step outside users’ expectations.

Answer the following question.

Q1. What are the main functions of Virgin Mobile UK.

Q2. What are the functions of retail communication team? Explain

CASE STUDY

Psychologists have long accepted that semantics (the words we choose and the meanings they connote) can have a big effect on the psychological state of both individuals and groups. Businesses certainly take wordchoice seriously, some going so far, it seems, as micromanaging word use within their companies (e.g. discouraging the use of the word “problem” and replacing it with the word “challenge”.) Words falling from favor: • weaknesses • back office • offshore Increasingly popular words/phrases: • room for improvement • business support team • regional experts In addition, since the advent of globalization, businesses have realized more and more that the intercultural communication style of a particular region can dramatically affect their employees’ internal communication and, in turn, levels of harmony and cooperation. There’s masses of research on the topic of intercultural communication but the model I prefer distinguishes socalled Low and High Context cultures (a term first used by one Edward Hall). At the risk of massive versimplification, a High Context culture tends more towards the implicit, the nonverbal, the unspoken whereas a Low Context culture tends towards the explicit, the spoken or written, the literal. One is not better than the other. They just distinct. At the risk of still greater oversimplification, the image above gives an idea of the “distribution” of High and Lowcon text cultures across the globe. And the relevance? Well, for example, one region’s employees might communicate in a High Context manner with family at home (i.e. a manner that implies rather than states explicitly), but may well struggle to communicate effectively with colleagues at work from Low Context cultures (i.e. more direct, more explicit and so on).

Answer the following question.

Q1. “Semantics (the words we choose and the meanings they connote) can have a big effect on the psychological state of both individuals and groups” comment.

Q2. What are Low and High Context cultures? Debate.

Business Communication

CASE STUDY

Technology is the means by which an organization converts its inputs into outputs. Technology includes tools, machinery, equipment, work procedures and employee knowledge and skills. In the present competitive world , technological breakthroughs can dramatically influence an organization”s service markets,suppliers,distributors,competitors,customers,manufacturing processes, marketing practices and competitive position. In the past few decades, for example ,optic fibres have facilitated communications, robots have changed the face of manufacturing completely, computers have facilitates the processing of enormous amounts of informations, digitalization has enhanced sound and image delivery and lasers have replaced scalpels in various surgical procedures. Technological advances can open up new markets, result in a proliferation of new and improved products, change the relative cost position in an industry and render existing products and services obsolete. Technological advancements can create new competitive advantages that are more powerful than the existing ones. Technology has halped Dell to survive and flourish in a competitive market without having to bother about inventories. The banking industry has been able to replace thousands of tellers with ATM machines and online banking systems .Organizations with outdated technology are either shown the door or decimated quickly .many steel firms all over the globe were driven into bankruptcy because they were slow to adopt an important new process technology called the electric arch furnace. For example ,in the multibillion –dollar global disposable diaper industry, absorbency technology shifted from ‘fiuff pulp’ (a paperbased product) to absorbent chemicals .This technological change was important because the absorbent chemicals could absorb more then fluff pulp and do so while making the diaper hinne45tr.procter &Gamble ,maker of Pampers ,almost lost its dominant position in the US marketplace because it did’n keep up with the new absorbency technology that emerged in Japan!(J.Lawrence ,P&G losing ground in product Innovation ‘,Advertising Age ,64 ,no .48,1993)Furthermore, technological change in the recent times has become increasingly diverse and complex .Its pace is stepping up, making the executives more and more concerned with the adequacy of organization structure(and new forms of organization )to meet and match the needs .New technology will affect organisations in ways we cannot yet predict. It is not entirely without reason that mass customization is gaining popularity among leading firms too. You can now buy clothes cut to your proportions ,supplement with the exact blend of the vitamins and minerals you like, CDs whit the music tracks you choose and textbooks whose chapters are picked out by your professor. Companies are able to make these bold moves because they are able to organize around a dynamic network of relatively independent operating units. The internet and the World Wide web are changing the way companies and individuals communicate, market ,buy and distribute faster than organizations can respond. At walmart, the electronic cash register indicates the goods sold; their prices and the inventory on hand .If the system recognizes that a store is Low on Tide detergent for example ,an order is sent to the nearest distribution centre to send more Tide to that store. If the distribution Centre reports shortage of Tide, the system automatically generates Centre to send be placed with P & G for additional supply of Tide. Other retailers and even grocery stores, nowadays use scanners linked to computers that provide instant inventory information.

Answer the following question.

Q1. What is the use of technology in modern times? Explain.
Q2. What happens to the company who do not go hand in hand with changes in technology?

CASE STUDY

Channels needed to be quick, and easy to use. Measuring the effectiveness of the channels was also important. Ensure important Internal Communications achieved cut through in a climate of overload. In order to keep employees informed and operationally effective, TVNZ was looking for engaging ways to repeat important messages in order to ensure message cut through was achieved. Reduce email overload. Prior to the use of the Snap Comms Internal Communications channels, an average of 25 ‘mass email updates’ were being sent separately to staff each week. The interruption caused by these messages arriving separately was impacting productivity and causing email overload.

Answer the following question.

Q1. Give an overview of the case.
Q2. Why the reduction in email overload was necessary? Explain

CASE STUDY

Employees were very positive about the Snap Comms employee communications tools and the pilot process in general. The pilot team set up an escalation process for employees to leave feedback. “We did not receive one single negative comment about Snap Comms, the offline time or anything to do with this pilot or process.” A survey was also conducted with staff in the pilot group to assess their satisfaction with each of the Snap Comms tools. The results were very encouraging and endorsed the positive feedback that the Internal Communications team had received during the course of the pilot. Standard metrics that were collated for AHT, such as problem resolution, customer satisfaction and commissions were broken down so that results for the pilot and control groups could be separately identified. Improvements in resolution rates were made following the pilot. In terms of commissionable sales, the GenY pilot group performed better than the control group and their GenX and Baby Boomer counterparts, and suffered more when the offline time was withdrawn. Following were the key benefits of Snap Comms channels • Messages delivered fast and read promptly by employees • Easier for employees to access critical or time sensitive information • Comprehensive, robust reporting and measurement • Reduced volume of content sent due to content filtering and aggregation • Visual, fun and eye catching ways to send information • Reinforced employee learning

Answer the following question.
Q1. What was the impact SnapComms on business KPIs? Comment.
Q2. What was the employee response to the SnapComms? Discuss.

CASE STUDY

Staff immediately see relevant Information As an alternative to internal email, in June 2012 the IT team switched to using the Snap Comms’ Scrolling Desktop Tickers for unplanned System outage notification. The IT Desktop Manager says that the key benefit of the desktop tickers is visibility on these unplanned outages. The tickers enable staff to see immediately if the information is relevant to them. Fast, effective system outage notifications Although the nature of unplanned outages means that the processes in place are reactive, outage notification templates have been created in the Snap Comms message manager for a variety of different types of system outage notification. The templates are copied and updated for each incident meaning they are quick and easy to deploy when the team is under pressure — The Desktop Manager says that putting out a scrolling desktop ticker is “quicker than writing an email.” Targeted system outage notifications In situations where the outage relates to just one system or location, the scrolling desktop tickers are easily customized and sent to just that specific group of users. The facility to target dedicated machines as well as user accounts enables the IT team to convey information to employees in a particular location and to those without an email account. Message Reporting There is an extensive reporting facility within the Snap Comms messaging software which the organization actively uses. On a monthly basis they run reports looking at the number of messages issued and read. Similarly, when a director says they were not aware of an outage, the team is able to run a report and show them who saw the notification.

Answer the following question.

Q1. What are the benefits of SnapComms’ Scrolling Desktop Tickers? Debate.

Q2. Give an overview of the case.

Business Communication

CASE STUDY

The SnapComms solution was implemented by the Communications Program Manager at a large technology company based in the US. The company’s current Sales and Customer Service facility was established in 2010 with the objective of developing bestinclass customer contact centers, optimizing call center operations and leveraging workforce skills and capabilities across the business. It employs inside sales and customer service staff and comprises a number of different business units. The Communications Program Manager manages employee communications, activities and programs across the entire site, and is also aligned to the inside sales team. This includes responsibility for the SnapComms desktop communications channels that are used to communicate with and motivate inside sales staff. The company implemented the SnapComms Desktop Alert Video Messages, Popup Staff Quiz and Desktop News Feeds in August 2011. They had been looking for a way to communicate with employees as a large audience and wanted an alternative to email communication and a vehicle that would be effective in engaging employees and getting more “mind share”. Prior to using SnapComms email was the main internal communication channel, but it had proven to be limited in functionality and did not allow for “pulse checks” or reporting, and was often ignored.

Answer the following question.

Q1. Give an over view of the case.

Q2. How the Communications Program Manager could motivate inside sales staff? Explain.

CASE STUDY

Q1. Why TelstraClear have found screensavers invaluable? Explain the benefits of screensavers.

Q2. Comment on the Head of Communications, statement “They are simple to execute and are immediate and impactful.”

CASE STUDY

Do you have good telephone etiquette (or manners) at work? Do you know the right thing to say when answering the phone in English? Do you get nervous when you have to call a business and speak English? Speaking on the phone and having proper business telephone etiquette in English is something that takes practice. It is difficult to do because you can’t see the person that is speaking. You have to train your ears to listen closely in English to what the caller is saying or asking for. Below you will find many common English phrases that are used when calling a business or answering a business’s phone. Answering the Phone: • Good Morning, Thank you for calling ABC Company. How can I help you today? • Good afternoon, this is Stephanie. How may I direct your call? • Thank you for calling Peterson’s. • Marketing Department. Evelyn Speaking. How may I help you this afternoon? Asking for the Caller’s Name: • Who is calling? • Can I get your name, please? Introducing yourself: • This is Kelly Erickson from West Marketing. • Hi, this Paloma from Tidy Cleaning Service. • Hello, my name is Janet. I am one of your customers. Asking to Speak with someone: • Is Paulo Rodriguez available? • Can I speak to the head of the marketing department? • Is Mary Smith there?

• I’d like to speak to the person in charge of the upcoming Gala. Person Caller Wants to Talk to someone that is Not Available: • Mr. Berg is not taking calls right now. Can I take a message? • I’m sorry; Ms. Thorsen is in a meeting until 10. Would you like to call back again later? • Jonathan is out today. Can I forward you to his voicemail? • He’s with a patient right now. Would you like to hold? • She’s on the phone now. Can I have her call you back later? Transferring/Connecting the Caller to Another Person: • Please hold, while I connect you to him. • I’ll put you through to Mr. Shapiro’s phone. If you get disconnected for some reason his direct extension is 4562. • I’m connecting you right now. Problems: • I’m sorry I can’t hear you. Could you speak a little louder? • I’m sorry, I didn’t get that. Could you repeat yourself?

Answer the following question.

Q1. Give an overview of the case.

Q2. Discuss the good Telephone Manners and their importance in business communications.

CASE STUDY

Effective business communication skills are vital to successful co-worker and customer interactions. Both the speaker and the listener share responsibility of making the message clear, but effective communication goes far beyond simple speech and hearing. Body language, tone of voice, word choice, message clarification and communication style all come into play, and can make the difference between success and failure in interpersonal transactions and interactions. Speakers must learn to articulate their message in a way the listener can understand, delivering it in a manner that is consistent with the message itself. Serious issues are best delivered in a serious tone, but with regard to the known or potential reaction of the listener. The reaction of the listener to both good and bad news can be directly controlled by the speaker, as long as the word choice and delivery are carefully considered. One part of effective speaking is knowing your listeners and how they may react, or delivering your message in a generic fashion if the listeners are not known. Active listening is practiced by both the speaker and listener in effective communication. Active listening on the listener’s part involves eye contact, nods, gestures and brief comments to show understanding. On the speaker’s part, these gestures and comments are clues to the listener’s reaction and comprehension. If the listener seems confused, the speaker may reevaluate the wording or delivery of the message, and listeners must take it upon themselves to ask questions, validate what is being said and provide input if necessary. Questions asked by both the speaker and listener must be of the openended type those that cannot be answered by a yes or no. Openended questions encourage further communication, dialogue and understanding, and can help all involved in the conversation to further investigate and clarify the message. Recognizing and deciphering body language is both an art and a science. Eye movement and contact, stance, posture, facial expressions, fidgeting and other body language can sometimes give clues to the speaker and listener alike. If the tone of a speaker’s voice is calm but his facial expression or posture is tense, the message can be confusing to the listener. Conversely, a listener who fidgets or does not make eye contact can give the speaker the impression that the listener is bored or not paying attention.

Answer the following question.

Q1. Explain “Business communication involves both active listening and effective speaking skills”

Q2. Discuss the utility of openended questions, both by speakers and listeners.

Business Communication

Q1. Define Communication & Explain the 4 S’s of Communication

Q2. What is media of mass Communication & Explain the modes of Communication

Q3. What are the Components of Reading skill

Q4. Write about the listening process

Q5. List the do’s & don’ts of effective listening

Q6. What are the Guidelines to use visual Aids

Q7. Give Guidelines for interviewer

Q8. What are the basis of legal aspects in Business communication

Business Communication

1) Define in 200 words business communication process?

2) What are the three main elements of business communication, explain?

3) Define technology enabled communication, also provide with 3 examples of technology driven communication?

4) Define cross cultural communication, its advantages and various techniques?

5) How is report writing effective in business, what are the various forms of it and fundamentals of report writing?

6) List 10 various forms of business communication and explain them in one liner?

7) Give 5 techniques for communication, So as to launch a product like Perfume?

8) Define business research methods, what are the advantages and various forms?

Business Communication

1. Define Public Speaking & Determine the purpose of topic Selection

2. What is media of mass Communication & Explain the modes of Communication

3. Explain the methods of Oral Communication in Terms of

a) Among Individuals b)Among Group

4. List the different Electronic modes of Communication & Explain the mode of Communication

5. Explain 7 phases of negotiating tactics

6. What is group discussion? How is it Evaluated? And what is the techniques of GD

7. What are the techniques for writing Successful job application

8. Explain the relationship of non-verbal message with verbal message?

Business Communication

Q1. Explain 7 phases of negotiating tactics

Q2. What are the terms used in a debate Speech

Q3. How to organize the Speech

Q4. How to decide the manner & Mode of Presentation

Q5. Write notes on Perceptual Barriers

Q6. What are the different barriers of Communication

Q7. Classify Communication on the basis of Dimensions.

Q8. Explain two way process of Communication with diagrammatical representation

Business Communication

Q1. Give Do’s for a GD

Q2. Give Guidelines for interviewer

Q3. Summarize the negotiating tactics

Q4. Define & State nature of negotiation

Q5. Why do listening barriers succeed?

Q6. Write notes on Related Barriers

Q7. Write about the listening process

Q8. Explain the 10 Commandments of Communication

Business Communication

Q1. Give significance of usage of ‘full Stop’, ‘Comma’ & ‘Question Mark’

Q2. What are the techniques for writing Successful job application

Q3. Give some rules for making Introductions Correctly

Q4. Define meeting & State the golden rules of meetings

Q5. Mention the 4 P’s of negotiation

Q6. What are the techniques for improving retention?

Q7. List the different Electronic modes of Communication & Explain the mode of Communication

Q8. Explain the 10 Commandments of Communication

Business Communication

Q1. Give significance of usage of ‘full Stop’, ‘Comma’ & ‘Question Mark’

Q2. What are the techniques for writing Successful job application

Q3. What are the requisites of a good business letter ?Explain any 6 in brief

Q4. Which are the areas where participants have to play an important role in a meeting

Q5. Write a short note on role of Chairperson

Q6. Which are the important preparatory points? Explain any 3

Q7. Write a short note on Planning &Drafting Speech

Q8. What are the gateways of Communication in an Organization

Business Communication

Q1. Give significance of usage of ‘full Stop’, ‘Comma’ & ‘Question Mark’

Q2. Write note on Defamatory Terms

Q3. What are the requisites of a good business letter ?Explain any 6 in brief

Q4. Write a short note on role of Chairperson

Q5. Which are the important preparatory points? Explain any 3

Q6. List the 10 Communication of Improving listening Skill

Q7. What are the Critical thinking Skills for effective listening?

Q8. What is reading Efficiency? List the factors affecting it

Business Communication

Q1. Give the rules of Introducing others

Q2. Summarize the negotiating tactics

Q3. Define & State nature of negotiation

Q4. How to organize the Speech

Q5. Write notes on Audience Analysis

Q6. Write notes on Perceptual Barriers

Q7. What are the Functions of Communication?

Q8. What are the Functions of Communication?

Business Communication

Q1. Give the Structure of an interview

Q2. Which are the areas where participants have to play an important role in a meeting

Q3. Which are the important preparatory points? Explain any 3

Q4. Write notes on Negotiation Climate

Q5. Mention the 4 P’s of negotiation

Q6. What are the listening techniques? Explain Any?

Q7. What are the gateways of Communication in an Organization

Q8. List the measures to overcome Communication barriers.

Business Communication

Q1) Write short notes (any two)
a) The right Resumes for Effective job hunting
b) E-Mail Messages as tool for successful business
communication
c) The art of Web Writing

Q2) Explain the following (any two).
a) Communicating Across Cultures
b) Using Visuals as aid for business communication
c) Designing Documents, Slides for effective business
communication

Q3) Explain in brief the process of effective Job hunting

Q4) How business meetings are planned and discuss the process of Conducting and Recording Meetings

Q5) Discuss the various aspects of writing Research Reports.

Q6) Discuss the various aspects of Creating Goodwill in business communication.

Q7) Critically evaluate Using of Choosing the Right Word, Revising Sentences and Paragraphs in an effective business communication.

Q8) Define Team for business communication and Explain in brief the effective ways of Working and Writing in Teams.

Business Communication

Q1. What are HR Policies and what are its purposes?

Q2. Which are the areas where participants have to play an important role in a meeting

Q3. Write notes on Integrative Strategies

Q4. What are the gateways of Communication in an Organization

Q5. Define Communication & Explain the 4 S’s of Communication

Q6. Write in brief about effective use of body languages. Its advantages & Limitations

Q7. Explain the methods of Oral Communication in Terms of Among Individuals & Among Group

Q8. What are the factors influencing Organizational Communication?

Business Communication

Q1. What are the gateways of Communication in an Organization

Q2. List the different Electronic modes of Communication & Explain the mode of Communication

Q3. What are the techniques for improving retention?

Q4. Which are the important preparatory points? Explain any 3

Q5. What are the requisites of a good business letter ?Explain any 6 in brief

Q6. Give some rules for making Introductions Correctly

Q7. Give significance of usage of ‘full Stop’, ‘Comma’ & ‘Question Mark’

Q8. Write note on Defamatory Terms

Business Communication

Q1. What are the preparations to be made by the interviewer

Q2. Explain a short note on Role of Chairperson

Q3. Summarize the negotiating tactics

Q4. Write notes on Integrative Strategies

Q5. Define negotiation & outline its process with Suitable

Q6. What are the Guidelines to use visual Aids

Q7. What are the Components of Reading skill

Q8. What are the Functions of Communication?

Business Communication

Q1. What are the techniques for writing Successful job application

Q2. Give some rules for making Introductions Correctly

Q3. Which are the areas where preparatory work related to conducting a meeting are necessary

Q4. Write a short note on Planning &Drafting Speech

Q5. What are the Steps to a Successful Presentation? Explain

Q6. What are the listening techniques? Explain Any?

Q7. What are the techniques for improving retention?

Q8. What is the objective of Communication?

Business Communication

Q1. What is group discussion? How is it Evaluated? And what is the techniques of GD

Q2. Write notes on Intended form ,Block form and Modified Block form

Q3. Write notes on Bargaining Strategies

Q4. Which are the factors affecting negotiation

Q5. How to organize the Speech

Q6. Write notes on General Barriers

Q7. Classify Communication on the basis of Dimensions.

Q8. Explain two way process of Communication with diagrammatical representation

Business Communication
Q1. Which are the 6 great helpers of Presentation

Q2. Mention the 4 P’s of negotiation

Q3. Write notes on Negotiation Climate

Q4) Which are the areas where preparatory work related to conducting a meeting are necessary

Q5. Explain the process of Conduct of meeting

Q6. Mention some leadership Qualities in brief

Q7. Write note on Defamatory Terms

Q8. What are the techniques for writing Successful job application

Business Communication

Q1. Which are the Qualities apart from leadership looked for GD

Q2. Summarize the negotiating tactics

Q3. Write notes on Bargaining Strategies

Q4. Which are the factors affecting negotiation

Q5. Mention the 4 P’s of negotiation

Q6. State the various ways of delivering the speech

Q7. Write notes on Analysis during Presentation

Q8. What guidelines follow for effective reading?

Business Communication

Q1. Write note on Defamatory Terms

Q2. What is the time honored conventions for conducting Interviews?

Q3. Which are the important preparatory points? Explain any 3

Q4. What are the Steps to a Successful Presentation? Explain

Q5. List the 10 Communication of Improving listening Skill

Q6. What are the listening techniques? Explain Any?

Q7. List the different Electronic modes of Communication & Explain the mode of Communication

Q8. Explain the various signs used in sign language of non verbal Communication

Business Communication

Q1. Write Short note on Hand Shake

Q2. What are the preparations to be made by the interviewer

Q3. State the various ways of delivering the speech

Q4. Write notes on Analysis during Presentation

Q5. List the techniques for improving reading efficiency

Q6. What is media of mass Communication & Explain the modes of Communication

Q7. Write in brief about effective use of body languages. Its advantages & Limitations

Q8. What are the Functions of Communication?