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business
business communication essentials
The Art And Science Of Business Communication 4th Edition P. D. Chaturvedi, Mukesh Chaturvedi - Solutions
6. Do you think that the first impression is usually accurate?
5. Comment on the importance of body language for success at an interview.
4. It is said that for converting an interview into an employment opportunity you have to do only one thing—prepare, prepare, and prepare. What should you prepare before the interview?
3. Discuss at least three characteristics of a good résumé.
2. What is the function of the summary placed at the beginning of a CV?
1. Is it necessary to write an application letter (cover letter)with a CV? Why?
10. Choose the LTCS in the correct order of sequence of communication strategy.(a) CSTL (b) TCLS(c) LTCS (d) STLC
9. In conflict situation communication means that discussion should be:(a) aggressive (b) emotional(c) specific (d) general
8. Interpersonal communication acts as a:(a) river of understanding(b) gulf of understanding(c) sea-shore of understanding(d) bridge of shared understanding
7. Communication is effective when what is said is:(a) correctly heard but not rightly understood(b) correctly heard, rightly understood but not rightly acted upon(c) exactly said, rightly understood and correctly acted upon(d) exactly said and rightly understood
6. In me-centred approach to conflict both the adversaries see the problem from the point of view of:(a) themselves(b) each other(c) others(d) no one
5. Negative conflict’s resolution needs the discussion to be:(a) personalized(b) impersonalized(c) non-personalized(d) de-personalized
4. Conflict of ideas is a situation in which two opposing ideas:(a) can exist together and can be both true(b) can exist together but cannot be both true(c) cannot exist together but can be both true(d) cannot exist together or cannot be both true
3. The conflicting parties are:(a) unrelated to each other(b) interrelated with each other(c) unknown to each other(d) close with each other
2. Communication for conflict management is:(a) proactive(b) reactive(c) interactive(d) transactional
1. The best way to overcome conflict is through:(a) confrontation(b) communication(c) accusation(d) self-defence
5. Do you agree that silence is as important as speaking in managing conflict? Discuss.
4. Why should we avoid use of personalised language in conflict?
3. Compare two conflict situations, one that grew worse and another that did not. Discuss their outcomes.
2. ‘I hate the idea of causes and if I had to choose between betraying my country and betraying my friend, I hope I should have the guts to betray my country’, says E. M. Forster, in Two Cheers for Democracy. Comment on the statement of conflict.Give your comments on Forster’s resolution of
1. How would you distinguish between tangible issues and intangible issues? Give some examples.
5. Have you ever used communication as a bridge of understanding between your brother and yourself in the situation of a complete break up between both of you?How did you begin the communication, and developed it successfully into reunion? Discuss the precautions you took in discussing the issue.
4. Do you believe that some conflicts are inevitable?Why?
3. In the communication model (system) S-TLC, why does C (communication) come at the end, and S (stop)at the beginning?
2. Can you trace a pattern in the development of conflicts in your personal life. Do you think those conflicts could be avoided by you?
1. Think of an occasion when you failed to resolve a conflict with your next door neighbour. What went wrong? Elaborate your answer with an example of the conflict you could not resolve.
8. Discuss the communication skills you need to resolve a conflict.
7. Discuss the role of communication in conflict management.
6. How does conflict of interests differ from conflict of loyalties? Explain.
5. What is meant by the conflict of loyalties? Discuss with examples.
4. What is the basic difference between positive conflicts and negative conflicts?
3. What are the characteristics of positive conflicts?
2. Is there some common cause of conflict in all kinds of conflicts?Identify and discuss.
1. Discuss the types of conflict that usually arise in interpersonal relationship.
10. In negotiations, the interpretation of a cue requires skill because it may be:(a) ambiguous(b) verbal(c) intentional(d) behavioural
9. In order to persuade others, facts should be discussed from the point of view of a:(a) third party(b) first party(c) second party(d) fourth party
8. One’s negotiation objective should be:(a) ideal(b) realistic(c) personal(d) social
7. Negotiation implies that both parties accept that the agreement between them is:(a) conditional(b) final and binding(c) subject to further dispute(d) necessary
6. Negotiation strategy is partly concerned with:(a) ending the discussion(b) avoiding failure(c) prolonging the length of the negotiation(d) searching for a common goal
5. A negotiation is discussed in a tone that focuses attention on the need to reach a satisfactory solution by:(a) force(b) joint problem-solving(c) setting conditions(d) making proposals
4. The final aim of negotiation is to:(a) reach an agreement(b) implement an agreement between two parties(c) win at all cost(d) end a dispute
3. Persuasion is an essential element of effective negotiation because it helps in:(a) resolving disputes among people(b) settling issues between two parties(c) effecting agreements and solutions in the interest of all(d) achieving one’s own interests
2. Informal negotiation involves:(a) three people(b) four people(c) two people(d) any number of people
1. As compared to unannounced negotiation, formal negotiation:(a) is simpler(b) is more difficult(c) requires less preparation(d) is more time consuming
5. To what extent should our negotiations be planned beforehand? What examples come to mind?
4. ‘Never be judgmental about the intentions and behaviours of your opponents in a negotiation’. Why?
3. Analyse the power of legitimacy (authority) in garnering compliance with a request. Think of some examples from your personal experience.
2. Do you believe that you can negotiate anything? Point out any exceptions to this claim.
1. Consider the role of psychology in achieving success in negotiations.
10. ‘While negotiating, you listen more than you talk if you would like to have the final say’. Explain how this maxim leads to a successful negotiation.
9. ‘Negotiation is a way of behaving that can develop understanding and acceptance for achieving a shared purpose’. Discuss.
8. What is the correct approach and goal of negotiation?
7. ‘In a fundamental sense, every negotiation is for the satisfaction of needs’. Discuss.
6. Is it wise to accept what you get, instead of rejecting it in the hope of what you may get? Give your own reasons for your choice in light of what you have learnt in this chapter.
5. What is a win–win situation?
4. Comment on the role of a third party in the case of negotiation deadlock.
3. Analyse the different stages of the negotiation process.
2. Discuss the subjective factors that influence the outcome of a negotiation.
1. Is negotiation basically meant for resolving conflicts in the workplace? Does it have any place in our personal lives?
10. Exhibit Marketing has its origin in:(a) advertising (b) publicity(c) sales promotion (d) personal selling
9. Event Marketing is an evolved form of:(a) advertising (b) publicity(c) sales promotion (d) personal selling
8. Direct Selling is nothing but:(a) direct sales (b) personal selling(c) both (a) and (b) (d) neither (a) nor (b)
7. Direct Marketing is same as:(a) personal selling (b) direct selling(c) direct sales (d) none of the above
6. Newer tools of Marketing Communication are:(a) Direct Marketing, Direct Selling, Event Marketing and Exhibit Marketing(b) Direct Marketing, PR, Corporate Communications and Exhibit Marketing(c) Direct Marketing, CSR, Direct Selling, and Digital Marketing(d) None of the above
5. Sales Promotion:(a) enhances dealer effectiveness(b) induces purchases(c) Neither (a), nor (b)(d) Both (a) and (b)
4. Publicity is ‘paid for’:(a) always (b) indirectly(c) directly (d) never
3. Traditionally, the following promotion activities have been known as the elements of Marketing Communication Mix:(a) Advertising, Publicity, Personal Selling, and Sales Promotion(b) Advertising, Public Relations, Personal Selling, and Sales Promotion(c) Neither (a) nor (b)(d) Both (a) and (b)
2. The purpose of Marketing Communication is to:(a) inform (b) persuade(c) remind (d) all of the above
1. In marketing, communication is rather called:(a) Verbal communication(b) non-verbal communication(c) persuasive communication(d) organizational communication
5. How is the Integrated Marketing Communications Planning Model different from the traditional Marketing Communication Planning model? Reflect
4. ‘Corporate Communications is the most important element of Promotion today’. Discuss.
3. ‘Event Marketing is nothing but Sales Promotion at a higher level’. Agree/Disagree?
2. ‘Direct Marketing and Direct Selling’ are one and the same thing. The difference is only in approach. Discuss.
1. Why Publicity should not be taken as an element of Promotion Mix in the same sense as others? What should it be replaced with, ideally?
5. What is Integrated Marketing Communications?
4. What is Event Marketing, and how is it different from Sales Promotion?
3. What are the main points of comparison between Personal selling and Direct Selling?
2. Enumerate the position and role of Public Relations in Promotion Mix.
1. Explain clearly the differences between Advertising and Publicity.
10. People from other countries can be easily put at ease by speaking to them in:(a) English(b) your own language(c) their language(d) sign language
9. In business, keep telephone calls very short because the other person may not be:(a) interested in talking to you(b) free to talk to you(c) paying attention to you(d) noting down what you say
8. In different cultures, colors represent:(a) different things(b) the same thing(c) insignificant things(d) arbitrary things
7. In many parts of the world, such as Latin America and India, keeping the eyes lowered is a sign of:(a) respect(b) dishonesty(c) evasiveness(d) timidity
6. At an Arab business party, alcohol is:(a) served first(b) served last(c) served continuously(d) not served at all
5. As a host, you would invite visiting foreign guests to a business dinner:(a) by writing an invitation letter(b) personally, face-to face(c) through a messenger(d) by announcing the dinner at a meeting
4. In business telephone calls, when making a request always use:(a) the interrogative form(b) direct categorical statements(c) the passive form(d) the imperative form
3. In business, when you fail to recall the name of a person met earlier, you can ask him or her:(a) for his or her surname(b) for his or her initials(c) for his or her business card(d) to excuse you for forgetting his or her name
2. When introducing ourselves, we should use:(a) only our first name(b) only the surname(c) only our designation(d) both the first name and the surname
1. The set of norms of behaviour and attitude in every workplace is:(a) internationally prescribed(b) nationally laid down(c) self-evolved(d) dictated by the board
3. It is acceptable in the United States to address a casual acquaintance by the first name. It communicates a sense of familiarity. How might those of other nationalities, such as Germans, respond to being addressed by the first name after a brief, first meeting?
2. In India, the gift is usually presented to the lady of the house. What is the normal etiquette of presenting gifts in the Middle East?
1. As a token of goodwill, you want to present your Chinese host an expensive Titan watch from India.When should you present it: on meeting, on parting, or never?
5. A handshake is a globally recognized form of greeting.How does one communicate feelings through a handshake?
4. Like individuals, companies too have business etiquette rules. Give examples of some of these.
3. ‘Each individual contributes to the company’s image’.Reflect on the significance of this statement for a company’s customer care management.
2. How far is it correct to view the manners and attitudes of people from other cultures in terms of our own culture? Why do we do so?
1. What does the term ‘business etiquette’ mean to you?
10. ‘Social behaviour and manners in one country may be considered rude in another’. Explain with suitable examples.
9. Discuss some factors that may contribute to communication breakdowns in international business.
8. Show how individual employees’ manners reflect an organization’s culture and etiquette.
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