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Seat No.: Enrolment
GUJARAT TECHNOLOGICAL UNIVERSITY
MBA SEMESTER 1 EXAMINATION WINTER 2018
Subject Code: 2810003 Date: 27/12/2018
Subject Name: Managerial Communication
Time: 10:30am to 1:30pm Total Marks: 70
Instructions:
1. Attempt all questions.
2. Make suitable assumptions wherever necessary.
3. Figures to the right indicate full marks.
Q.1

Multiple Choice Questions
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The following is non-verbal communication
1.
A. Facial Expression B. Appearance
C. Posture D. All of Above
2.
The handshake that conveys confidence is
A. Limp B. Firm
C. Loose D Double
3.
Communication is the task of imparting
A. Training B. Information
C. Knowledge D. Message
4.
The trump card during should be brought out at the crucial moment.
A. Interview B. Negotiation
C. Training D. Purchasing
5.
The following is the permanent records for business
A. Business Letters B. Ledgers
C. Production Reports D. All of them
6.
The of business letter is called layout.
A. Body B. Content
C. Pattern D. All of Above
Q.1 Define following:
Brevity
Correctness
Precise
Slang
04
Q.1 Explain the following:
Kinesic Communication
Grapevine
Paralanguage
Encoding
04
Q.2 Define Communication. Explain Purpose and Elements of
Communication.
07
Explain the importance of Organizational Communication if you were an
owner of a company with 500 employees.
07
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OR
Prepare your CV for the post of Assistant Manager Finance/
Marketing).
07
Q.3 Explain Principles of Effective Writing.
07
Write a Memo to an undisciplined employee about his loss of
employment for his continued harassment towards female colleague
07
OR
Q.3 Explain the characteristics of Non-Verbal Communication.
07
Mention the contents of Report Writing along with brief explanation.
07
Q.4 What is Negotiation, explain factors affecting Negotiation.
07
Write a Business Letter to your supplier ordering the CNC machine for
which you had requested quotation.
07
OR
Q.4 Explain different types of Interviews.
07
Explain Elements of a Presentation.
07
Q 5 Case Study
"I don't want to speak to you. Connect me to your boss in US", hissed the
American on the phone. The young girl in the Banglore call center tried to
be as polite as she could. At another call center, another day, another young
girl had a Londoner unleashing himself on her, "young lady does you know
that because of you Indians, we are losing our jobs." The outsourcing
backlash is getting ugly. Handling irate callers is the new brief for the
young men and women taking calls at these outsourced job centers.
Supervisors tell them to be "cool". Prajesh Jasani, managing partner of
NEOIT, a leading US-based consultancy firm says, "Companies involved
in outsourcing both in US and India are already getting a lot of hate mail
against outsourcing and it is hardly surprising that some people should
behave like this on telephone" Jasani says Indian call centers should train
their operators how to handle such calls.
Indeed, the protest raised by the western media over job losses because of
outsourcing has made ordinary citizens there sensitive to the fact that their
calls are being taken not from their midst but in countries, such as India
and Philippines. The angry outbursts the operators face border on the racist
and sexist, says the manager of a call center in Hydrabad. But operators
and senior executives of call centers refuse to go on record for fear of
kicking up a controversy that might result in their companies' losing clients
overseas.
"It's happening often enough and so let's face it," says a senior executive
of a Gurgoan call center, adding, "this doesn't have any impact on
business."
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Questions:
3
1. Assume you are working in this call center as an operator in India
and are receiving such irate calls from Americans and Londoners,
how would you handle such calls?
2. "Keep your cool." What does this mean in terms of conversation
control?
OR
Q.5 Case Study
Dear Sir,
Your letter of the 27th, with amount of on account, is to hand.
We note what you say as to the difficulty you experience in collecting your
outstanding accounts, but we are compelled to remark that we do not think
you are treating us with the consideration we have a right to expect.
It is true that small remittances have been forwarded from time to time, but
the debit balance against you has been steadily increasing during the past
eleven months unti it now stands at the considerable total of Rs. 90,000/-.
Having regard to the many years during which you have been a sustomer
of this company and the, generally speaking, satisfactory character of your
account, we are reluctant to resort to harsh measures.
We must, however, insist that the existing balance should be cleared off by
regular installment of say Rs. per month, the first installment to
reach us by 5th. In the meantime, you shall pay cash for all further goods;
we are allowing discount in lieu of credit.
We shall be glad to hear from you about this agreement, as otherwise we
shall have no alternative but definitely to close your account and place the
matter in other hands.
Yours Truly,
Question:
1 Comment on appropriateness of the sender's tone to a customer.
2 Rewrite the reply according to the principles of effective writing in
business.
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