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Seat No.: Enrolment
GUJARAT TECHNOLOGICAL UNIVERSITY
MBA (PART TIME)- SEMESTER EXAMINATION 2018
Subject Code: 4519902 Date:27/12/2018
Subject Name: Managerial Communication
Time:10:30 AM To 01:30 PM Total Marks: 70
Instructions:
1. Attempt all questions.
2. Make suitable assumptions wherever necessary.
3. Figures to the right indicate full marks.
Q. No. Marks
Q.1 Explain Terms
Active Vs. Passive Listener
Critical Listening
Kinesthetic speaker
Emotional Intelligence
Public Speaking
Haptics
Content Listening
14
Q.2 Write a note on "Video-conferencing etiquettes" 07
Write a note on "Public speaking etiquettes Body language" to be
followed during public speaking
07
OR
Bring out the essential differences between Letters, memo and Email 07
Q.3 Which are the various ways of delivering oral m essage? 0 7
Which are the Essentials for good listening? 07
OR
Q.3 Being a fresh MBA graduate, you are looking for a suitable opportunity.
Prepare a job application (cover letter) for the position of Management
Trainee at XYZ Co. Ltd.
07
"Social media gives people a license to be hurtful". Explain the statement
highlighting various social media etiquettes to be followed
07
Q.4 CASE STUDY:
Julie works at the Sheraton Towers in Melbourne. At the Sheraton she works in the
Housekeeping department. Her role within the department is to train all new staff in
general housekeeping skills. Today she is training a new staff member Anna, on how
to clean and maintain the mini bar in guestrooms. Anna who has just recently arrived
from Fiji finds that Julie's Australian accent is quite difficult to understand. She has
asked Julie to repeat her instructions for cleaning and restocking the mini bar, and she
is still unable to understand her. So she decides to complete the task her way before
moving on to another room where she repeats the same task. After Anna has
completed cleaning and restocking all the mini bars that she was assigned, Julie
checks to see that the tasks were completed to job specification. Julie quickly
discovers that Anna has not completed the task as she was instructed to. She wonders
how this could happen when she has instructed Anna over and over again. As Anna
is about to go home Julie catches up with her and asks Anna to redo the mini bars.
Anna can't understand why Julie wants her to do this again, when the afternoon
housekeeping staff is now on duty. Anna tells Julie that she has to go home now, and
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is unable to stay back tonight. Julie can't believe what she's hearing and tells Anna
that she must finish her job before she goes home, and if she doesn't do this, then she
will report her to the House Keeping Manager and Human Resource Manager.
Why has communication failed here? 07
How can communication be improved between Anna and Julie? 07
OR
Q.4 What kind of barrier exists between Anna and Julie in the case? 07
Give your suggestions to overcome this barrier? 07
Q.5 CASE STUDY:
Damien Watson works as the care-taker at the Sheraton Hotel. Each day he
greets guests, answers their queries, and arranges tours, transport and other
activities for the guests while they are staying at the hotel. Today Damien has
come to work with a splitting headache. He knows that he should have stayed
at home but he has used up all of his sick leave days. He was hoping that today
would be a quiet day because he was not in the mood to deal with too many
queries. As he was resting his head on the front desk while sitting down, Lisa,
a guest at the hotel came to his desk. She had heard all about the Melbourne
Flower Show and wanted to know how to get there. After breakfast, she went
up to the Care-taker's desk and asked Damien for his assistance. Damien was
not very attentive to Lisa's request for assistance. His head was pounding away
and he wished she would go away. His face showed his irritation as he gave
her a brochure on Melbourne and a map of the city, without uttering a single
word. When Lisa asked him what tram to catch he pointed to a timetable. Lisa
was very angry by Damien's lack of assistance and told him so, as she moved
behind the desk to confront him. During Lisa's outburst, Damien picked up
ringing telephone and turned his back on her, blocking her entry by placing
his chair in front of her. Lisa couldn't believe Damien's attitude and told him
that she would take this matter up further with management.
Describe Damien's non-verbal communication (tone of voice, gestures, posture,
eye contact, and appearance).
07
What part of the case study shows us the examples of poor
communication?
07
OR
Q.5 Does there exist a communication problem in this case? If yes, How it
can be overcome?
07

Highlight different elements of Damien's non-verbal communication. 07