M.B.A. DEGREE EXAMINATION, NOVEMBER 2017.
Industry Integrated
BUSINESS COMMUNICATION
(2017 onwards)
Time 2 Hours Maximum 50 Marks
Part A (10 x 1 10)
Answer ALL questions.
Each right answer scores 1 mark; each wrong answer carries
0.25 marks.
1. of the letter consists of main message.
Heading Body
Greeting Closing
2. A common fallacy about manager is that he must be
Loud Flamboyant
Drinker All of the above
3. The following is the most effective ways of
communication.
Verbal Non verbal
Written All of the above
Sub. Code
12
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4. The of business letter is called layout.
Body
Content
Pattern
All of the above
5. Goals help us to
Communicate Success
Work Motivate
6. Good communication marters is business because

Everyone communicates for a living
its impossible to work in an office setting without
communicating by writing or orally
It reflects who you are professionally
all of the above
7. The ability to communicate effectively is
a hard skill
a soft skill
a medium skill
not a skill at all
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8. Of the following items, which is not an essential
component of the changes currently happening in the
workplace?
Knowledge economy
Post-secondary education
Team-based work environments
Flattened hierarchies
9. The world's economy is increasingly
Nationalistic Patriotic
Global Isolated
10. Some of the benefits of a flattened organization are
Cost, savings
Efficiency
Shorter communication chains
None of the above
Part B x 5 25)
Answer any five questions.
11. Explain the types of communication.
12. Discuss the kinds of presentations.
13. How do you deliver speeches in a firm on various
occasions?
14. Discuss the techniques of group discussion.
15. Write a short note on Agenda.
16. Discuss the essentials of good business letter.
17. How do you place orders?
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Part C
Case study (Compulsory)
18. One common complaint employees voice about
supervisors is inconsistent messages — meaning one
supervisor tells them one thing and another tells them
something different. Imagine you are the
supervisor/manager for each of the employees described
below. As you read their case, give consideration to how
you might help communicate with the employee to
remedy the conflict. Answer the critical thinking
questions at the end of the case then compare your
answers to the Notes to Supplement Answers section.
Barry is a 27-year old who is a foodservice manager at a
casual dining restaurant. Barry is responsible for
supervising and managing all employees in the back of
the house. Employees working in the back of the house
range in age from 16 years old to 55 years old. In
addition, the employees come from diverse cultural and
ethnic backgrounds For many, English is not their
primary language.
Barry is ServSafe® certified and tries his best to keep up
with food safety issues in the kitchen but he admits it's
not easy. Employees receive "on the job training" about
food safety basics (for example, appropriate hygiene and
hand washing, time/temperature, and cleaning and
sanitizing). But with high turnover of employees, training
is often rushed and some new employees are put right
into the job without training if it is a busy day.
Eventually, most employees get some kind food safety
training.
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The owners of the restaurant are supportive of Barry in
his food safety efforts because they know if a food safety
outbreak were ever linked to their restaurant; it would
likely put them out of business. Still, the owners note
there are additional costs for training and making sure
food is handled safely. One day Barry comes to work and
is rather upset even before he steps into the restaurant.
Things. haven't been going well at home and he was
lucky to rummage through some of the dirty laundry and
find a relatively clean outfit to wear for work. He admits
he needs a haircut and a good hand scrubbing, especially
after working on his car last evening. When he walks into
the kitchen he notices several trays of uncooked meat
sitting out in the kitchen area. It appears these have
been sitting at room temperature for quite some time
Barry is frustrated and doesn't know what to do. He feels
like he is head against a brick wall when it comes to
getting employees to practice food safety. Barry has taken
many efforts to get employees to be safe in how they
handle food. He has huge signs posted all over the
kitchen with these words: KEEP HOT FOOD HOT AND
COLD FOOD COLD and WASH YOUR HANDS
ALWAYS AND OFTEN. All employees are given a
thermometer when they start so that they can temp food.
Hand sinks, soap, and paper towels are available for
employees so that they are encouraged to wash their
hands frequently
Questions:
What are the communication challenges and
barriers Barry faces?
What solutions might Barry consider in addressing
each of these challenges and barriers?
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What Standard Operating Procedures (SOPs) would
be helpful for Barry to implement and enforce?
What are some ways Barry might use effective
communication as a motivator for employees to
follow safe food handling practices?
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