Code No. R 09
JNTUH
MCA II Semester Regular Examinations July/August 2010
TIME 3 HOURS Max Marks 60
Answer any five questions
All questions carry equal Marks
1] Briefly describe features of Indian English
English, a language of imperialistic country, has become a language of survival. Its importance is growing day by day. Every research is taking place in the west. They are naming any invention, policy or anything that is new. We are a member of Common Wealth countries. We follow the British English. There won’t be any difference between the British English and the Indian English. Only thing is that we add our own accent to English. A Tamillian speaks English in Tamil accent and a Muslim speaks English in Urdu way. Our dialect is South Asian dialect. 11% of Indian population speaks English.
Our English pronunciation is dominated by our own mother tongues. Our accent of English is clearly seen in our mother tongue dialect. Some examples of Hindi;
Eg. “ what I mean is, ki, we should adopt this plan. [ ki ]
Let us go and have chai-vai. [chai-vai]
Similarly business-bazi, dadagiri, fighting-witing, cheating giri, tax wallah, dubba wallah, maane,
We use “actually” more number of times. “Actually I am not feeling well.”
Hindi words as Idioms in English :- yaar! Your good name please? [ there is nothing like good name or bad name. It is Hindi copy=aap ka shubh naam]
The movie is deadly yaar! [ in our words deadly means intense, high-tech, stylish, sexy] [yaar is our pet word]
Please call a taxi for Gupta-ji. [we use – ji, Sri, Smt, Tiru, Tirumati, Sahib,… to show respect]
Casual interjections of Hindi used in English -- arey, yaar, bhai, accha, oof, waah, re’, amma,
In Indian English we use words from Bengali, Hindi, Punjabi, Tamil, and Urdu.---jungle, bungalow, bandana,
pajama, pundit, guru, idly, sambar, chutney,
This is called Indianization of English. It won’t pose any problem because we have our own mother tongues to explain further if the other man does not understand and ask any thing that we speak.
Every year some words of India are taken into English. eg. Idli, sambar, gully, etc
.
2] Discuss the various functions of communication in business.
According to the Management Study Guide website, communication involves a mutual exchange of understanding and is the essence of the basic functions of business management, which include staffing, directing, planning, organizing and controlling. Communication is necessary to effectively function, both inside an organization and when dealing with the outside world. Business communication can be both oral and written in nature.
Motivation
Managers use communication to motivate workers to achieve peak performance. By clarifying the expectations of employees and providing incentives for meeting or exceeding expectations.
Communication can help companies reach specific objectives. For example, by communicating to salespeople that they'll receive a 10 percent bonus if they reach their annual sales goal, it helps the company reach its overall sales goals.
Control
A company uses communication as a way to maintain control over employees and their work environment. Written human resources policies and procedures dictate how employees are permitted to act in the workplace.
Job descriptions outline the parameters of an employee's job functions. Performance reviews control whether an employee receives a raise or attains a promotion.
Interaction
Communication allows employees to interact with customers and each other. A customer service department communicates with customers to help them resolve issues. A business letter can be used to introduce a company to a potential customer. Communication is essential for employees who work together on a project or during the training process. Employees may interact socially both at work and outside the workplace.
Providing Information
Information is dispersed throughout an organization through written or verbal communication. A human resources representative or business owner may send out a memo explaining a change in the company's health plan. A business meeting may be used as a way to communicate a new office procedure. A webinar
allows a company to conduct a meeting over the Internet with employees or customers who cannot attend in person.
Providing Feedback
Communication allows for employees, managers and business owners to give and receive feedback on changes that are being considered or have already been implemented. For example, if a small business owner is considering the purchase of a new computer system, he may first consult with his employees to determine what features the system should include and what help they may need in learning the system.
Earning Clients/Customers
To win clients, you must communicate in a professional manner. Written correspondence should be grammatically correct and without spelling errors. Your speech should be professional and articulate, but not above the intellect of the person with whom you are speaking.
Conducting Meetings
Meetings that are conducted in group settings or over the phone require communication skills as well. The date, time and topic of a meeting should be communicated to those expected to attend, which can be done via email or an inter-office online calendar.
Pause often to allow for questions and feedback. Listening and responding is crucial to effective communication in meetings as well.
Serving Customers
Effective business communication helps to make your customers feel important and to encourage them to return to your business to fill their needs.
Address any problems promptly and with empathy. If you sense that a problem is resulting because of the style of communication, change the method.
Networking
Face-to-face opportunities to network and build the rapport between your company and others is valuable.
Prepare a general statement about your business and its features. Be ready to share this statement at networking events, conferences and other events where you can share your vision.
Marketing
It must be able to correctly present itself on media outlets, through blogs and on a dynamic website. In any marketing situation, a business must be responsive, not allowing any negative or incorrect information to spread. To market your business, you must be able to clearly state your objectives and goals, and communicate your desire to meet the needs of your clients and customers.
3] [a] Kinesics has its pivotal role in communication – explain.
Kinesics is the interpretation of body language such as facial expressions and gestures — or, more formally, non-verbal behavior related to movement, either of any part of the body or the body as a whole.
The Code of Facial touching/itching.
If a person touches, itches or leans on the areas of the face below, as a reaction to a situation or question the context of thoughts becomes evident.
Centre of forehead – Please / frustration. Eyebrow – It’s not so bad, i can handle this / coping.
Eye area – Remembering / Information retrieval. Temple – Comparing / imagination.
Cheekbone – This is serious / concentration / focus Nose - Being surprised, by internal reaction.
Lips - unsure / unpreparedness.
Chin – why / calculation.
Jaw line - Sadness, low mood, deflated.
Kinesics are an important part of non-verbal communication behavior.
The movement of the body, or separate parts, conveys many specific meanings and the interpretations may be culture bound. As many movements are carried out at a subconscious or at least a low-awareness level, kinesic movements carry a significant risk of being misinterpreted in an intercultural communications situation.
Kinesics is the scientific study of the body movements involved in communication, especially as they accompany speech. These movements include gestures, facial expressions, eye behaviour, and posture.
3] [b] Discuss the factors that contribute to poor listening.
Listening well is as powerful a means of communication and influence as to talk well. -John Marshall.
Listening is an indicator of openness of mind. It prepares the ground for understanding and solving of issues. Listening helps one gather and imbibe a wide array of information.
Listening touches hearts. A listener is a part of solution, and never a part of problem. Words have no meaning but people have, which can be understood only when one listens. A witty maxim "A wise man listening to a fool will learn more than a fool listening to a wise man"
1) inadequate language
2) difficult physical conditions like external disturbances
3) non-serious listening
4) lack of interest
5) antipathy towards speaker
6) over-enthusiasm for speaker
7) lack of confidence
8) impatience
9) strong convictions about the topic
10)Mismatch between thought speed and speaking speed:
11)Lack of awareness:
12) Mistaken belief that others would expect you to solve their problems:
13) Installation of filters:
13) An individual neither has the capacity to absorb all nor is it useful to take everything that comes. Hence, an individual innately sets up filters in his mind to attend to some and disregard some by sifting through the information that comes.
Secondly, the filter has another form when the listener thinks that he knows the topic and nothing much is left to learn from the speaker.
Thirdly, the speaker may already have an opinion about the speaker.
Fourthly, some individuals have a low opinion about them and take any input as an attack on their weaknesses.
14) Distraction:
15) disturbing situation in the family
16) noise
17) The listener is distracted from the topic due to external disturbances, poor public address systems, disinterested co-audience etc.
18) Lack of interest: If the listener has no interest in the topic or the speaker, he cannot listen.
19) Inadequate language: The inadequate language of either the speaker or the listener would hinder the listening process. The language of the speaker should match that of the listener.
20) Bad listening habits:
21) physical noise
22) phsycological noise
23) message overload
24)faulty assumptions
4] Explain the process of an interview in brief and the different styles in interviews.
Telephone Interviews
Computer Interviews
Video Interviews
One-on-One Interviews
This is the traditional interview in which candidates meet with employers in person, one-on-one. Each candidate is given a somewhat unique interview. It can be loosely structured. Both the candidate and employer usually walk away from this interview with a sense of whether or not the fit is right.
Serial interviews
Serial interviews occur when candidates are passed from one interviewer to another
interviewer throughout the course of a day. No decision is made until the final interview has taken place and all the interviewers have had a chance to discuss each other's interview.
At times, this process can take a full weekend or several days.
Sequential Interviews
In sequential interviews, the candidate meets with one or more interviewers on a one-on-one basis.
Each interview is supposed to move a candidate progressively towards learning more details about the position, the company, and hopefully, an offer.
Panel Interviews
In a panel interview, the candidate appears before a committee or panel of interviewers.
Candidates are evaluated on interpersonal skills, qualifications, and their ability to think on their feet.
Group Interviews
In a group interview, a company interviews a group of candidates for the same position all at the same time.
This type of interview gives the company a sense of a candidate's leadership potential and style.
The interviewer wants to view what tools of persuasion the candidate uses. Does the candidate use argumentation and careful reasoning or does the candidate divide and conquer. An interviewer may call on the candidate to discuss an issue with the other candidates, solve a problem collectively, or discuss the candidate's qualifications in front of other candidates.
The interviewee needs to treat other candidates with respect while exerting influence over them. Simultaneously, he needs to keep his eyes on the interviewer so that he does not miss important cues.
Situation or Performance Interview
In situation or performance interviews, candidates may be asked to role play one of the job functions. This is done to assess specific skills. Candidates can be given a specific, hypothetical situation or problem. They are asked how they would handle it or to describe a potential solution.
This type of interview is used to select candidates for a job opening for Customer Service Representative in a department or discount store.
Audition Interview
Audition interviews work well for positions in which companies want to see a candidate in action before they make a hiring decision.
Interviewers may take the candidate through a simulation or brief exercise in order to evaluate the candidate's skills.
This type of interview works well for job openings for computer programmers, trainers, welders, and mechanics.
Stress Interview
A stress interview is generally intended to put the candidate under stress and assess their reactions under pressure or in difficult situations.
A candidate may be held in the waiting room for an hour before the interviewer greets her. The candidate may face long silences or cold stares.
The interviewer may openly challenge the interviewee's beliefs or judgement.
They may ask the candidate to perform an impossible task on the fly, such as, convincing the interviewer to exchange shoes with the candidate. Insults, rudeness and miscommunication are very common. All of this is supposed to be designed to see whether or not the candidate has what it takes to withstand the company culture, the company's clients or any other possible stress.
Behavioral Interview
They use a candidate's previous behavior to indicate their future performance.
Depending on the responsibilities of the position and the working conditions, a candidate may be asked to describe a situation that required problem solving skills, adaptability, leadership, conflict resolution, multi-tasking, initiative or stress management.
The interviewer wants to know how the candidate handled these types of situations.
5] What is written communication and write about the salient features, advantages and limitations of written communication.
The salient features
Salient features of written communication are:
Written communication has the advantage of providing records, references, and legal defenses.
The message can be carefully prepared and then directed to a large audience through mass mailings.
Written communication can also promote uniformity in policy and procedure and can reduce costs, in some cases.
The disadvantages are that written messages may create mountains of paper, may be poorly expressed by ineffective writers, and may provide no immediate feedback.
Consequently, it may take a long time to know whether a message has been received and properly understood.
Advantages
Advantages of Written Communication
| | Written communication helps in laying down apparent principles, policies and rules for running of an organization. | |
| | It is a permanent means of communication. Thus, it is useful where record maintenance is required. | |
| | It assists in proper delegation of responsibilities. While in case of oral communication, it is impossible to fix and delegate responsibilities on the grounds of speech as it can be taken back by the speaker or he may refuse to acknowledge. | |
| | Written communication is more precise and explicit. | |
| | Effective written communication develops and enhances an organization’s image. | |
| | It provides ready records and references. | |
| | Legal defenses can depend upon written communication as it provides valid records. | |
Limitations of written communication
1] Every minute the world is fast changing. The written word cannot be altered so fast.
Eg. The laws of 1850 are implemented even today.
2] The figures mentioned in old documents if implemented today will become ridiculous.
Eg. If a land is given on lease for Rs. 75/- per acre in 1905 if implemented today in 2011 at the same lease it is waste.
| 3] | Written communication does not save upon the costs. It costs huge in terms of stationery and the manpower employed in writing/typing and delivering letters. |
| 4] | Also, if the receivers of the written message are separated by distance and if they need to clear their doubts, the response is not spontaneous. |
| 5] | Written communication is time-consuming as the feedback is not immediate. The encoding and sending of message takes time. |
| 6] | Effective written communication requires great skills and competencies in language and vocabulary use. Poor writing skills and quality have a negative impact on organization’s reputation. |
| 7] | Too much paper work and e-mails burden is involved. |
Principles to keep in mind
Business writing strives to be crisp and succinct rather than evocative or creative;
It stresses specificity and accuracy. This distinction does not make business writing superior or inferior to other styles. Rather, it reflects the unique purpose and considerations involved when writing in a business context.
When you write a business document, you must assume that your audience has limited time in which to read it and is likely to skim.
Your readers have an interest in what you say insofar as it affects their working world. They want to know the "bottom line": the point you are making about a situation or problem and how they should respond.
Writing that is too formal can alienate readers, and an attempt to be overly casual may come across as insincere or unprofessional. In business writing, as in all writing, you must know your audience.
Pronouns and active versus passive voice
Personal pronouns (like I, we, and you) are important in letters and memos. In such documents, it is perfectly appropriate to refer to yourself as I and to the reader as you. Be careful, however, when you use the pronoun we in a business letter that is written on company stationery, since it commits your company to what you have written. When stating your opinion, use I; when presenting company policy, use we.
One way to achieve a clear style is to minimize your use of the passive voice. [Who did the overestimating?]
PASSIVE: The net benefits of subsidiary divestiture were grossly overestimated.
ACTIVE: The Global Finance Team grossly overestimated the net benefits of subsidiary divestiture.
The second version is clearer and thus preferable.
Focus and specificity
Business writing should be clear and concise.
Take care, however, that your document does not turn out as an endless series of short, choppy sentences. Keep in mind also that "concise" does not have to mean "blunt"—you still need to think about your tone and the audience for whom you are writing. Consider the following examples:
Business letters: where to begin
Reread the description of your task
Think about your purpose and what requirements are mentioned or implied in the description of the task. List these requirements. This list can serve as an outline to govern your writing and help you stay focused, so try to make it thorough.
Next, identify qualifications, attributes, objectives, or answers that match the requirements you have just listed. Strive to be exact and specific, avoiding vagueness, ambiguity, and platitudes. If there are industry- or field-specific concepts or terminology that are relevant to the task at hand, use them in a manner that will convey your competence and experience. Avoid any language that your audience may not understand. Your finished piece of writing should indicate how you meet the requirements you've listed and answer any questions raised in the description or prompt.
7] Fantasy Garments Corporation wants to open a new garment branch in a metropolitan city for all age groups, ranging from formals to casuals. You, as the Sales Manager of the company, have to prepare a report on the set-up of the new showroom. Write a report on the same.
8]
A. Choose the substitute of the underlined phrase/idiom.
1. The result of the examination dashed my hopes.
2. He chose the path of religion of his own accord.
3. My father did not know that his brother would tread on his heels.
4. It is evident from the minister’s statement that heads will roll.
5. He has some hazy ideas about life.
6. No one knew what to say, but at last I broke the ice.
B. Write one word substitutes for the following.
1. fear of heights =
2. Custom of having more than one wife at the same time = polygamy
3. information of death given in news papers with a brief history = obituary
4. one who has an irresistible tendency to steal =
5. study of insects =
6. Move quickly to and fro = oscillate
C. frame meaningful sentences from the following jumbled words.
1. school last walked every we to day week.
2. at for it weekend five rained the hours.
3. I’ll before I thirty I’m think get don’t married.
4. spain you with did grandparents in your stay.
5. me home work Sussan helps my never with.
6. at to medicine I’m university study going.
D. Complete each sentence by choosing the correct homophone.
1. They sat under…………..[pear/pare] tree in the garden.
2. Scientists………….[warn/worn] that further extremely high winds are likely.
3. She stroked the rabbit’s soft……………[fir/fur]
4. Chickens, turkeys and pheasants are all examples …………[foul/fowl].
5. A flag fluttered from a forty-foot……………..[poll/pole].
6. On the beach the letter……………..[blew/blue] away and I had to run after it.
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