Q. 1 Explain briefly the characteristics of communication. Ans. 1 Important Characteristics of Communication: 1.)It is a 2-way process. 2.

)Communication process happens between or among two or more parties. (Sender and Receiver) 3.)Communication involves exchange of ideas, feelings, information, thoughts, and knowledge. 4.)Communication involves mutuality of understanding between Sender and Receiver. 5.)There are two types of Communication i.e., Verbal and Non-Verbal Communication. Verbal Communication: 1.) Oral Communication, 2.) Written Communication. Nonverbal Communication: 1.) Body Language, 2.) Para Language, 3.) Space and Time Language, 4.) Sign Language. Q. 2 Name the communication channel to which teleconferencing, Email, and telephone belongs to. Explain teleconferencing. Ans. 2 Teleconferencing, Email, and telephone belongs to Two Way Communication, face-to-face Channels. Teleconferencing is almost as good as face-to-face communication, since it enables two parties in different locations to see and speak to each other. Today, many large Indian organizations make use of this technology. While teleconferencing has the advantage of saving time and costs involved in travel, it cannot replace face-to-face meetings completely. Q. 4 Explain some of the approaches for handling customer complaints and listening to customers. Ans. 4 No matter what type of business you run, there will come a time when one of your customers has a complaint. Your initial reaction might be anger, or frustration with their perceived pickiness. However, to respond in such a manner will quickly lose your business. In order to maintain positive customer relations, you must know how to deal with customer complaints. Below are five easy methods.

Listen to the Customer The first and most obvious thing to do is really listen to the customer. Practice reading between the lines as well. If the customer is very angry, they may not state clearly what the problem is. You must weed through the interjections and outbursts to get to the root of the matter. Also, it is important to allow your customer to get it off his or her chest. If you begin to deny the problem or fix it too soon, he or she will not be satisfied. Let Them Know You Understand Customers would like to know that you understand why they are upset. Stressing the fact that you do not fault them for being upset is important. When dealing with an angry customer, being understanding is a great way to diffuse the situation and begin to solve it. Clarify What the Exact Problem Is Finding out what the exact problem is can be difficult. Complaining customers may focus on getting their money back instead of explaining the problem. If a customer says, "This shirt is awful. I want my money back," you should always ask "What was wrong with the shirt? Wrong size? Color? Bad fabric?" Identifying the exact problem will not only help you with that particular customer, but will help avoid more complaints in the future. Ask Questions and For Input Ask the customer what they would like you to do about the problem. Perhaps they want their money back, but they could be satisfied with an exchange. Apologize for the Trouble When a customer complains, it is always necessary to apologize to them. You do not have to apologize for things that were not your fault, for example, slow shipping or water damage. However, you should apologize for the trouble that was caused. Paint Your Company in a Positive Light Of course, the ultimate goal is to get future business from every customer. In order to do this with one who complains, you must paint your company in a positive light. Stress the point that your company is eager to work out any problems and focuses on customer satisfaction. Remember to tell them that you hope they will give your company another chance.

Dealing with customer complaints is a necessary thing in any business. You should always keep a cool head and be specific so there is no miscommunication. Using the five tips outlined above, you will be able to avoid trouble when dealing with customer complaints. Q. 5 Explain briefly the four steps of the review process. Ans. 5 The four step review process is designed to enable agencies to systematically assess and report on their performance against the High Performance Framework (HPF). It provides the agency with an understanding of its position against standards and criteria, and helps to identify areas requiring improvement. It further supports high performance by helping organisations align their strategies, budgets, culture, practice, leadership, accountabilities and workforce with their goals and the priorities of government. Step 1: Priorities and Accountabilities What business are you in? In Step 1, the agency is asked to identify its strategic priorities and accountabilities to demonstrate alignment to government policy directions and fiscal parameters. High performance is promoted when all parts of the agency have clear line of sight to agency corporate goals through to high level plans, and up to the governments policy directions and priorities. Step 2: Enterprise Results How effective are you? In Step 2 the agency identifies Key Performance Indicators (KPIs) and gathers and analyses headline data to demonstrate the effectiveness of the agencys performance against specific targets. Each agency will be expected to use existing data and KPIs where possible (including Department of Treasury and Finance, Annual Report, South Australias Strategic Plan (SASP) and Council of Australian Governments (COAG) reporting obligations) but may also need to suggest additional KPIs to fill any gaps. Step 3: Enterprise Management How well run are you? Step 3 is about how well and effectively run an agency is, and involves an agency assessment of their ability to meet the characteristics and building blocks of high performing organisations and where they believe they need to improve. This step provides an indication of whether the agencys results are sustainable over the medium and longer terms, and how well placed it is to meet future challenges and opportunities. Step 4: Performance and Accountability Statement What opportunities exist to improve performance and strategic alignment? The Performance and Accountability Statement (PAS) summaries findings and outlines the key actions the agency intends to take to improve performance and strategic alignment.

Q. 6 Explain the different delivery styles that speakers can select for their presentation. Ans. 6 there are 4 different delivery styles that speakers can select for their presentation 1. Extemporaneous Delivery When speakers use the extemporaneous delivery style, they do not prepare the exact wording of the entire speech ahead of time --- although the exact wording of the first few lines and the last few lines may be prepared in advance. A speaker who prepares an extemporaneous speech thoroughly prepares the ideas that he wants to present and then decides the exact way to present them during the speech. Speakers who use this delivery style will often prepare notes or an outline that contains the main ideas of the speech. Speakers can look at these notes periodically during the speech to ensure they cover all of the ideas they want to convey in the speech. 2. Impromptu Delivery

During impromptu speeches, speakers do not prepare any material in advance. These spur-ofthe-moment speeches do not give speakers a chance to choose their words or analyze the subject of the speech which can cause the speakers to repeat themselves or accidentally say something inappropriate. In order to make up for this lack of preparation, someone giving an impromptu speech can focus on one main point and keep the speech short and to the point.

3. Manuscript Delivery

A speaker uses the manuscript delivery style when she writes an entire speech in advance. Manuscript speeches are useful when speakers need to ensure that the speech does not go over a certain amount of time. Also, speakers who use this delivery style do no have to worry about forgetting the material that they are presenting. However, the manuscript speech delivery style has drawbacks, including reduced eye contact with the audience and difficulty adapting the speech to the audience's reactions. 4. Memorized Delivery

When a memorized delivery style is used, the speaker writes out a complete speech manuscript and then commits it to memory word for word. This allows speakers to make eye contact with the audience and concentrate on their nonverbal gestures. However, this speaking style has its challenges, such as the long amount of time it can take to memorize a speech and the possibility that it will be forgotten during the presentation.