SMU MBA-I Summer 2011-May drive

1. Briefly describe any situation in your own experience where the communication failed because the non-verbal behavior sent a negative message. Which aspect of non-verbal communication contributed to the failure? How would you correct this? (10 marks)
Ans. Situation where Communication was a failure to me: As an Associate Manager, I was a sender for a

communication and intended to be received by my executives. I have sent the following communication to my executives through a notice and displayed on the notice board: Coming Second Saturday to complete our targets for the month a review meeting is arranged and all should attend. If any executive is not able to attend should find out the contents of the meeting from their peers without fail. But my communication went wrong and out of 10 executives, only three executives have attended at 4.00 PM who checked-in with me the time of the meeting. Following were the barriers of communication which stood in the way of my communication: The Channel I have chosen communication by Receivers did not ensure the receipt of the The communication lacked the Chronological context The second Saturday being a non working day. The communication has created a Psychological noise by not mentioning correct time of the meeting and confusion has been created. The social context also is one of the cause for the failure of the communication as I have not taken all my executives into confident by giving any advance information or a intention of the meeting earlier. Lessons learnt in order to overcome these barriers of communication: My communication was unclear by not giving exact time of meeting. The media I have used is the placing the notice on the notice board, instead had I circulated to all the receivers and obtained their signatures by asking their availability or feedback my communication would not have failed. I have chosen a wrong day a holiday though the task was a routine one. I could have maintained good relations with my executives for success of my communication. Overcome the communication barriers.
When you send a message, you intend to communicate meaning, but the message itself doesnt contain meaning. The meaning exists in your mind and in the mind of your receiver. To understand one another, you and your receiver must share similar meanings for words, gestures, tone of voice, and other symbols. 1. Differences in perception The world constantly bombards us with information: sights, sounds, scents, and so on. Our minds organize this stream of sensation into a mental map that represents our perception or reality. In no case is the perception of a certain person the same as the world itself, and no two maps are identical. As you view the world, your mind absorbs your experiences in a unique and personal way. Because your perceptions are unique, the ideas you want to express differ from other peoples Even when two people have experienced the same event, their mental images of that event will not be identical. As senders, we choose the details that seem important and focus our attention on the most relevant and general, a process known as selective perception. As receivers, we try to fit new details into our existing pattern. If a detail doesnt quite fit, we are inclined to distort the information rather than rearrange the pattern. 2. Incorrect filtering Filtering is screening out before a message is passed on to someone else. In business, the filters between you and your receiver are many; secretaries, assistants, receptionists, answering machines, etc. Those same gatekeepers may also translate your receivers ideas and responses before passing them on to you. To

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overcome filtering barriers, try to establish more than one communication channel, eliminate as many intermediaries as possible, and decrease distortion by condensing message information to the bare essentials. 3. Language problems When you choose the words for your message, you signal that you are a member of a particular culture or subculture and that you know the code. The nature of your code imposes its own barriers on your message. Barriers also exist because words can be interpreted in more than one way. Language is an arbitrary code that depends on shared definitions, but theres a limit to how completely any of us share the same meaning for a given word. To overcome language barriers, use the most specific and accurate words possible. Always try to use words your audience will understand. Increase the accuracy of your messages by using language that describes rather than evaluates and by presenting observable facts, events, and circumstances. 4. Poor listening Perhaps the most common barrier to reception is simply a lack of attention on the receivers part. We all let our minds wander now and then, regardless of how hard we try to concentrate. People are essentially likely to drift off when they are forced to listen to information that is difficult to understand or that has little direct bearing on their own lives. Too few of us simply do not listen well! To overcome barriers, paraphrase what you have understood, try to view the situation through the eyes of other speakers and resist jumping to conclusions. Clarify meaning by asking non-threatening questions, and listen without interrupting. 5. Differing emotional states Every message contains both a content meaning, which deals with the subject of the message, and a relationship meaning, which suggests the nature of the interaction between sender and receiver. Communication can break down when the receiver reacts negatively to either of these meanings. You may have to deal with people when they are upset or when you are. An upset person tends to ignore or distort what the other person is saying and is often unable to present feelings and ideas effectively. This is not to say that you should avoid all communication when you are emotionally involved, but you should be alert to the greater potential for misunderstanding that accompanies aroused emotions. To overcome emotional barriers, be aware of the feelings that arise in your self and in others as you communicate, and attempt to control them. Most important, be alert to the greater potential for misunderstanding that accompanies emotional messages. 6. Differing backgrounds Differences in background can be one of the hardest communication barriers to overcome. Age, education, gender, social status, economic position, cultural background, temperament, health, beauty, popularity, religion, political belief, even a passing mood can all separate one person from another and make understanding difficult. To overcome the barriers associated with differing backgrounds, avoid projecting your own background or culture onto others. Clarify your own and understand the background of others, spheres of knowledge, personalities and perceptions and dont assume that certain behaviors mean the same thing to everyone

_____________________________________________________________________________________ 2. What are the biggest barriers that prevent you from listening effectively? Explain how you could overcome these barriers. (10 marks) Ans. The biggest communication barriers that prevent from effective listening are:

1. Physiological Barriers Some people may have genuine hearing problems or deficiencies that prevent them from listening properly. Once detected, they can generally be treated. Other people may have difficulty in processing information, or memory related problems which make them poor listeners. Another physiological barrier is rapid thought. Listeners have the ability to process information at the rate of approximately 500 words per minute, whereas speakers talk at around 125 words per minute. Since listeners Page 2

SMU MBA-I Summer 2011-May drive are left with a lot of spare time, their attention may not be focused on what the speaker is saying, but may wander elsewhere. 2. Physical Barriers These refer to distractions in the environment such as the sound of an air conditioner, cigarette smoke, or an overheated room, which interfere with the listening process. They could also be in the form of information overload. For example, if you are in a meeting with your manager and the phone rings and your mobile beeps at the same time to let you know that you have a message; it is very hard to listen carefully to what is being said. 3. Attitudinal Barriers Pre-occupation with personal or work related problems can make it difficult to focus ones attention completely on what a speaker is saying, even if what is being said is of prime importance. Another common attitudinal barrier is egocentrism, or the belief that you are more knowledgeable than the speaker and that you have nothing new to learn from his ideas. People with this kind of closed minded attitude make very poor listeners. 4. Wrong Assumptions The success of communication depends on both the sender and the receiver, as we have seen in an earlier unit. It is wrong to assume that communication is the sole responsibility of the sender or the speaker and that listeners have no role to play. Such an assumption can be a big barrier to listening. For example, a brilliant speech or presentation, however well delivered, is wasted if the receiver is not listening at the other end. Listeners have as much responsibility as speakers to make the communication successful, by paying attention, seeking clarifications and giving feedback. Another wrong assumption is to think that listening is a passive activity, in which a listener merely absorbs the thoughts of the speaker. On the contrary, real listening or active listening is hard work it requires speaking sometimes to ask questions, agree or disagree with the speaker, give feedback, etc. Yet another barrier of this type is to assume that speakers are more powerful than listeners. Speakers are seen as being in command of things, whereas listeners are seen to be weak and lacking authority. According to communication experts however, the reverse is true. Listeners are as important and as powerful as speakers. In fact David J. Schwartz, writer and management professor, emphasizes the importance of listening by saying Big people monopolize the listening. Small people monopolize the talking. 5. Cultural Barriers Accents can be barriers to listening, since they interfere with the ability to understand the meaning of words that are pronounced differently. The problem of different accents arises not only between cultures, but also within a culture. For example, in a country like India where there is enormous cultural diversity, accents may differ even between different regions and states. Another type of cultural barrier is differing cultural values. The importance attached to listening and speaking differs in western and oriental cultures. Generally, Orientals regard listening and silence as almost a virtue, whereas Westerners attach greater importance to speaking. Therefore this would interfere with the listening process, when two people from these two different cultures communicate. 6. Gender Barriers Communication research has shown that gender can be a barrier to listening. Studies have revealed that men and women listen very differently and for different purposes. Women are more likely to listen for the emotions behind a speakers words, while men listen more for the facts and the content. Example A salesperson giving a demonstration of a new type of office equipment may be asked by two colleagues if the equipment will work without any problems and respond by saying Sure. A male user may take his answer at face value, whereas a female user may detect some hesitation in his voice. This is because the male user listens for the content of the message, whereas the female user listens for the tone of the message. 7. Lack of Training Listening is not an inborn skill. People are not born good listeners. They have to develop the art of listening through practice and training. Lack of training in listening skills is an important barrier to listening, especially in the Indian context. Lee Iacocca, former Chairman of the Chrysler Corporation in the US, was one of the first to recognize the need for organized training programs in listening skills. Today, many organizations both in India and abroad incorporate listening skills in their training programs. Page 3

SMU MBA-I Summer 2011-May drive 8. Bad Listening Habits Most people are very average listeners who have developed poor listening habits that are hard to shed and that act as barriers to listening. For example, some people have the habit of faking attention or trying to look like a listener, in order to impress the speaker and to assure him that they are paying attention. Others may tend to listen to each and every fact and, as a result, miss out on the main point. Yet another habit is to avoid difficult listening and to tune off deliberately, if the subject is too technical or difficult to understand. Sometimes, the subject itself may be dismissed as uninteresting, because the listener does not want to listen. The above barriers to effective listening can be overcome by the following strategies: 1. Create a conducive environment To an extent, you can try to control the environment in which communication takes place, so that listening can take place without any distractions. Ensuring a proper sound system and acoustics so that the speaker is audible, avoiding places with high levels of activity, loud noises from the outside environment and poor air conditioning systems, shutting off mobile phones and telephones, are some of the ways in which you can overcome some of the physical barriers to listening. 2. Select face-to-face channels Listening is less accurate in the absence of face-to-face communication. For example, listening to and understanding ideas correctly over the telephone are much harder than through a face-to-face meeting. Take the case of calling a restaurant and placing orders over the telephone for home delivery of a meal. The chances are that your orders may not be understood correctly. Therefore, as far as possible, arrange face-to-face contact to ensure more accurate listening. 3. Be open-minded and avoid distractions Listening is an exhausting activity which requires the right attitude and mindset. You have to focus your attention completely on what the speaker is saying, without letting your mind wander. This kind of concentration can be developed through various techniques and through constant practice. In addition, it is also important to rid yourself of the notion that you have nothing new to learn from the other person. Even if it is a subject about which you may be knowledgeable, the speaker may offer a different perspective or point of view. Therefore it is important to listen actively. 4. Use non-verbal Cues to indicate active listening It is important to communicate to the speaker that you are listening actively to what he is saying. This can be done even without verbal communication. All the different aspects of non-verbal communication discussed earlier should be used for maximum effect. For example, maintaining steady eye contact with the speaker, sitting up with an erect posture, nodding now and then to show appreciation and understanding and appropriate facial expressions are some of the ways in which your non-verbal communication can indicate that you are involved in what the speaker is saying. 5. Use verbal communication to Indicate active listening While non-verbal behavior by itself can communicate that you are an active listener, it is also important to engage in verbal communication with the speaker. Silence is often interpreted as lack of understanding or attention. You need to seek clarifications, give feedback and suggestions, or just paraphrase in your own words what the speaker has said, in order to convey that you have understood his message. 6. Listen first before responding Always let yourself finish listening before you begin to speak. Avoid the tendency to formulate your own response, even before you have listened completely to the speakers words. If you are too busy thinking about what to say next, you may miss the main point that the speaker is trying to make. This also gives the speaker the impression that you are pre-occupied or rude. 7. Use the speaker-listener gap constructively Some listeners have the ability to absorb information faster than speakers rate of speech. This spare time available to listeners is often Page 4

SMU MBA-I Summer 2011-May drive misused by letting the mind wander and is one of the physiological barriers to listening. One way of overcoming this barrier is to try to use this spare time to note down what the speaker has said, review what has been said so far and anticipate what he may say next. Thinking ahead of the speaker and trying to guess where his talk is leading is a good strategy for effective listening. This is not easy, but can be learnt through proper training. 8. Focus on the verbal and non-verbal message Listening involves not only hearing and understanding the meaning behind the words, but also being alert to the non-verbal behavior of the speaker. The importance of non-verbal cues has been emphasized throughout this book. It is important to watch for any positive or negative messages that may be conveyed through the speakers tone of voice, facial expressions, gestures and outward appearance. 9. Focus on the content, rather than the delivery In order to grasp the true meaning of what the speaker is saying, it is important to concentrate on the content of the message, rather than on how the message is delivered. For example, looking at the power point slides during a speakers presentation may distract your attention from the main point that he is trying to convey. Similarly, being over critical of the speakers accent or mannerisms may make you miss the essence of the message. 10. Ask questions of yourself and make notes In order to engage in active listening, you also need to ask certain questions to yourself while listening. For example, What is the key idea that the speaker is trying to convey?, How does this fit in with I already know on the subject? or How is this presentation organized?, are some possible questions that you could jot down along with the answers.

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3. List and briefly describe the five most important guidelines, in your opinion, to be followed when making oral business presentations. (10 marks). Ans. The following 5 guidelines should be followed for effective oral business presentations: a) Definition of the purpose of the presentation: Before preparing for the presentation, it is important to be clear on the goal of the presentation. A statement of purpose, expressing what you want to achieve through the presentation should be framed, so that it becomes easy to measure whether the goal has been accomplished or not. The purpose of the presentation may be stated in broad or general terms, or in more specific terms. A general statement of purpose could be expressed in terms of one of the following To Inform A presentation that seeks to inform would merely create awareness about developments and progress on specific fronts, or try to spread knowledge about something new. In the table above, the first eight types of presentations are aimed at informing different audiences about something or the other new procedures, new terminology, new software, findings of a study, sales progress, company achievements, viewpoints and background. To Persuade A presentation that aims to persuade would try to change the attitude or behavior of the audience. It usually involves selling either a product, or an idea. In the above table, the product Page 5

SMU MBA-I Summer 2011-May drive presentation, project proposal and policy proposal, are all persuasive presentations. The product presentation seeks to persuade consumers to try a new product, the project proposal tries to persuade bankers to provide funds for a new project and the policy proposal tries to persuade top management to adopt a new policy of reimbursing mobile expenses. To Entertain A presentation with this purpose is meant to make the audience relax and have a good time. In the table above, presentations marking special occasions such as the company anniversary, may merely focus on making people feel good about them.

Although it is useful to define the general purpose of a presentation, it is more important to frame a specific statement of purpose, which clearly spells out the answers to the following questions Whom do I want to influence? What do I want them to do at the end of the presentation? How do I want them to do it? When? Where?

b) Development of the key idea The key idea of a presentation is a statement that expresses the main message to be conveyed to your audience. It is different from a statement of purpose, in that the purpose is generally meant for yourself as the presenter, while the key idea is mentioned to the audience at the beginning of the presentation. Example If the purpose is to persuade a prospective customer to try out your companys brand of vacuum cleaner, the key idea or message may be to explain how your brand is superior to other brands, feature for feature. Once the key idea is clearly stated, it becomes easy to develop the rest of the presentation. c) Preferred style of presentation It would also be relevant to know the personal preferences of your audience, with regard to the style of presentation that they are most comfortable with. Some people may prefer a more informal or conversational style with some humor thrown in, to a more formal style. Others may like the presentation to be made at a slower pace. It should be remembered, however, that humor should be used with care, so that it is relevant and does not offend the audience. Analyzing all this in advance would help in determining how the presentation should be delivered. d) Planning the introductionSince the introduction is where you make the first impression, it should be planned with care. It should take up between 10 and 15 percent of your total speaking time. At the outset, you need to try and establish your credibility, by showing that you are qualified to speak on the subject of the presentation. An attention getting opener should be developed, using techniques such as humor, dramatic questions, an interesting story, a quotation or a startling statement. Example Do you know that the number of road accidents last year touched the 100,000 mark? Once audience attention has been captured, the main idea should be stated clearly, followed by a preview of the entire presentation, so that people know what to expect. e) Planning the conclusion-

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SMU MBA-I Summer 2011-May drive The conclusion of a presentation should be shorter than the introduction and occupy only 5 per cent of the entire presentation. Generally, every conclusion should have a review and a closing statement. The review is essentially a reinforcement of the key idea and a summary of the main points. The main points can be enumerated, as in the outline of the presentation. The closing statement should be as strong as your opening statement, so that your audience will remember the presentation. Therefore, the same techniques used to capture audience attention may also be used to prepare a good closing statement. In the case of persuasive presentations, the closing statement can include a call for immediate action. Example Now that you have seen what our vacuum cleaner can do, walk into our store today to place your order and avail of an early bird discount!

4. You are a management trainee reporting to the Marketing Manager of an organization. You have been asked to go through business publications and summarize articles related to Branding. Explain the purpose of reading in this case and the type of reading that you will be required to do. (10 marks). Ans. The purpose of reading in this case is to gain external information i.e. gain and gather information on Branding from various business publications so as to summarize articles on Branding to be used for business and training purpose for the Marketing function, as required by the Marketing Manager. The type of reading required in this case is SQ3R reading. SQ3R stands for the initial letters of the five steps in studying a text- Survey S, Question Q, Read R, Recall R, Review R. a) Survey: Survey refers to a quick glance through the title page, preface and chapter headings of a text. By surveying, you will be able to gauge the main ideas of the text. Besides, the authors name, date, place of publication and title page can give you an idea of the general subject area. The table of contents, preface or foreword in a book would give you an idea of the themes and how they are organized. A survey of the index or bibliography tells you immediately whether the book contains what you need. b) Question: The second step in the SQ3R technique of reading is question. A survey of the text will surely raise a few questions in your mind regarding the text. Some of the questions could be- Is the book useful or relevant to my study ? Does it provide some guidelines/information on the subject at hand? c) Reading: After surveying and questioning, you begin the actual reading. You need to develop a critical approach to reading anything for that matter. Read the text over and over again, each time with a different question and a different purpose in mind. "I read it once and understand everything" kind of attitude is nothing but a myth. Hence, while reading for the first time, you should just focus on the main points/ideas and supporting details. d) Recall: The fourth stage in reading comprehension is recalling. Reading is not an isolated activity. Every reading exercise increases your background knowledge. You should be able to connect the information gained with the already existing background knowledge. Recalling whatever you have read will enable you to connect and relate the content with the previous and future learning of the subject. This leads us to the next stage in reading i.e., review.

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e) Review: Reviewing is nothing but checking whether we have followed the earlier stages promptly

and efficiently. Have we surveyed the book, article, or magazine properly? Have we asked the appropriate questions relating to the content, have we read it critically and have we recalled the most significant details or information required for our study? These are questions that should be asked in the final stage of reading. Review will sharpen your critical ability, enable you to form your own opinions on the topic and express them to others. _____________________________________________________________________________________

5. In your opinion, what are the five most common mistakes made during business meetings. Justify your answer. (10 marks) Ans. Some of the most common mistakes made during business meetings are: a) Lack of structure Meetings should be structured in terms of an agenda being sent to participants in advance, the discussion being initiated by a specific person and the chairperson ensuring that different points of view emerge. A loosely structured meeting will not be successful. A meeting which lacks structure would just be a waste of time without any benefit derived by the chair person as well as the attendees. The participants would lose focus if there is no proper structure to the meeting. Moreover, the main motive or agenda of the meeting would be lost leading to waste of time of the chair person as well as the attendees. Lack of structure could also lead to confusion on the information conveyed leading to different attendees having a different understanding of the points discussed, conveyed, and agreed leading to further confusion and complications. b) No Goals or Agenda No goals or agenda for a meeting would lack structure and direction. The chair person and the attendees would not be knowing as to what the issues are and what needs to be discussed leading to a waste of time both for the chair person as well as the attendees. Therefore, the chair person should have a definite goal or agenda in place for the meeting and forwarded to all attendees atleast 1 day prior to the meeting so that the attendees can come prepared for the meeting. If the chair person does not have any definite goal or agenda then he/ she should pass this on to the attendees who can provide a list of the points of issues/ concerns which can be collated and made into an agenda and then forwarded to the attendees before the meeting. c) Not Focusing on the Subject This is a common mistake made by attendees who discuss matters that are not relevant to the meeting. No adhering to the agenda in place for the meeting in place would lead to the issues and concerns unresolved and would lead to waste of time for both the chair person as well as the attendees. This may also cause frustration to some of the attendees whose presence in the meeting is to discuss the issues/ concerns in the agenda and finalize the resolution. This may demotivate the attendees from attending the meetings thereon. d) Dominating the Discussion A few members may speak all the time, while others remain silent. This may cause frustration among the attendees who get less opportunity to speak therefore leading to their views unheard and their concerns unattended to. This may also lead the attendees to miss valuation information one may have but not getting a chance to share that information due to few of the attendees dominating the meeting/ discussion. This may again demotivate the attendees from the attending the next meeting.

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SMU MBA-I Summer 2011-May drive e) No Follow-up Action The meeting may proceed satisfactorily, but nothing is done after the meeting either by the chairperson or the attendees, to ensure that the meeting goals are accomplished. This may cause frustration among the attendees thereby leading to several other issues. This may also lead to demotivation among the attendees with regards to attending the next meeting. Also, the purpose or the goal of having the meeting which is to resolve issues/ concerns is not met thereby leading to a sheer waste of time.

6. Select any article from a business publication and prepare a summary of it in one fourth its size.. Write this in the form of a one page memo, addressed to your professor. Attach the original article with your assignment.(10 marks). Answer: Article: W o r l d M a r k e t s R i s e a s D o u b l e - D i p F e a r s E a s e : Wo r l d s t o c k m a r k e t s a d v a n c e d modestly Monday as investors rode momentum from Friday, when an upbeat U.S. jobs report eased fears that the global economy could slip back into recession. With Wall Street closed for a holiday, however, trading was expected to remain light. Markets took heart after official data last week showed private employers in the U.S.added 67,000 jobs in August, more than analysts expected. The figure bolstered optimism that the U.S. will maintain a slow but steady recovery from last year's recession and avoid another economic contraction later this year. By mid-afternoon in Europe, Britain's FTSE 100 index was up 0.3 percent at 5,446.17, Germanys DAX was 0.3 percent higher at 6,153.31 and France's CAC-40 was up 0.3p e r c e n t a t 3 , 6 8 4 . 2 0 . A s i a n i n d e x e s c l o s e d h i g h e r a n d t r a d i n g o n W a l l S t r e e t w a s t o re main shut for Labor Day weekend after closing higher on Friday. Wi t h m o s t m a j o r g o v e r n m e n t s r e i n i n g i n e c o n o m i c s t i m u l u s m e a s u r e s a n d m a n y pushing through austerity spending cuts to reduce deficits, investors worry the global economy would be pushed into a double dip recession, particularly as the U.S. slows down quickly. Because the U.S. economy is the world's largest and consumer s p e n d i n g t h e r e accounts for a fifth of global economic activity, the stronger-than-expected jobs data on Friday helped calm investors' frayed nerves after weeks of worrying indicators. The renewed flight to safety we have witnessed over the past month is overdone and risks an equally large reversal when the worries over a double dip subside," analysts from Rabobank said in a report. Page 9

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As the unexciting, steady and below-trend global recovery continues, it's important not to confuse it with a double dip recession. Japan's benchmark Nikkei 225 stock index climbed 2.1 percent, or 187.19, to 9,301.32and South Korea's Kospi rose 0.7 percent to 1,792.42. Hong Kong's Hang Seng index added 1.8 percent to 21,355.77. Australia's S&P/ASX2 0 0 g a i n e d 0 . 8 p e r c e n t a t 4 , 5 7 5 . 5 0 . M a r k e t s i n m a i n l a n d C h i n a , T a i w a n , I n d i a , Indonesia and Singapore were also higher. The Dow Jones industrial average jumped 1.2 percent to close at 10,447.93 on Friday. The broader Standard & Poor's 500 Index rose 1.3 percent to 1,104.51. Shares in the U.S. ended the week in the positive, the first time that has happened in a month. The early gains in September mark a stark turnaround from August trade, when shares fell on doubts about the global economic recovery. The dollar fell to 84.24 yen from 84.27 yen on Friday. The euro was slightly lower at$1.2880 from $1.2895. Benchmark oil for October delivery was down 40 cents at $74.20 a barrel in electronic trading on the New York Mercantile Exchange. The contract fell 42 cents to settle at$74.60 on Friday. Memo: TO: The Prof. R. K.Singh FROM: Rajesh DATE: Feb 16th, 2011 SUBJECT: World Markets Rise as Double-Dip Fears Ease. As discussed during our last meeting, I have summarized a recent article on the Article World Markets Rise as Double-Dip Fears Ease, for your review. World Markets Rise As Double-Dip Fears Ease:

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