DOEACC Society 2006 DOEACC B Level B5.1 Professional and Business Communications ( ) - Question Paper

B5.1-R3: PROFESSIONAL AND BUSINESS COMMUNICATIONS
NOTE:
Time: three Hours Total Marks: 100
1.
a) ‘Non-verbal communication is more reliable and more efficient than verbal
communication. And, body language is the most powerful means of non-verbal
communication.’ In the light of it, define what the subsequent body movements exhibited
by someone during a course of conversation communicate to you:
i) Shifting one’s body continuously while seated
ii) Twirling and playing with one’s hair
iii) Sitting in a sprawled position
iv) Rolling one’s eyes
v) Extending a weak handshake
b) “Every communication has a specific purpose without which it has no relevance.”
Therefore, you are asked to state a specific purpose for every of the subsequent
communication tasks:
i) A memo to clients of your company about your stall at the upcoming trade fair at
Pragati Maidan, New Delhi.
ii) A letter to a customer who has not made a payment for 3 months.
iii) A memo to employees about the office’s high electricity bills.
iv) A phone call to a supplier enquiring about delay in dispatch of the needed units
ordered by the company.
v) A report to prospective user of a company’s products about the company’s new
launches in near future.
c) “Communication with customers/clients should avoid words with negative and harsh
connotations; use worthwhile and softer words instead.” In the light of this statement,
revise the subsequent phrases with negative connotations to those with positive ones:
(Attempt any four)
i) To avoid the loss of your credit rating and goodwill in the market, remit payment
within 10 days.
ii) We never make refunds on returned goods that are spoiled.
iii) Because we are out of the chemicals you ordered, we would not be able to ship
your order for the next 10 days.
iv) You have failed to specify the exact colour of the paint you ordered. Therefore,
we cannot supply the identical.
v) You should have realized that during summers at Delhi when temperature rises
to 45º C, our refrigerators do not function properly and hence, our guarantee
does not stand in that case.
(10+10+8)
2.
a) Suggest any 4 ways in which an individual can communicate non-verbally.
b) “In an effective communication, a picture is worth a thousand words.” Critically examine
the statement.
c) discuss the role of leader in helping a team to produce effective communications and
messages.
(4+8+6)
B5.1-R3 Page one of two July, 2006
1. ans ques. one and any 4 ques. from two to 7.
2. Parts of the identical ques. should be answered together and in the identical
sequence.
3.
a) Suggest 1 situation where you would prefer to use written communication over oral
communication and a different situation where you would prefer oral communication over
written communication.
b) “No clarity of writing without clarity of thought.” explain.
c) Illustrate with suitable example(s) how a memo differs from a letter.
(8+5+5)
4.
a) presume that your company is going to introduce smart cards for the employees from the
next month. As the head of Employees Relation Cell, write a circular for the company’s
employees informing them that for smartcard purposes, a photo session is organized on
next Tuesday from 10:00 am till 4:00 pm in the Common Room on the 1st floor.
b) As the head of Northern Region Sales Division of the company, you are supposed to
submit monthly report to the Vice President, Marketing who sits in the Corporate Office,
Rajendra Place, New Delhi. Due to your illness, you are not attending the office and as
a consequence, you can not submit the needed report for the current month. Assuming
that you can send e-mails from your house, write e-mail to the Vice President, Marketing
stating your inability to send the monthly report.
(9+9)
5.
a) It is a well-accepted fact that ‘an effective representation about company’s performance
before the shareholders in the annual general meeting improves the image of the
company in capital market.’ Therefore, you are very particular, as Finance Director,
about your representation related to the company’s performance of the year 2004-05 to
the shareholders in the annual general meeting scheduled for next month at Ashoka
Hotel, New Delhi. Suggest how you will organise the meeting and what steps you would
like to follow in order to make your presentation very effective.
b) discuss the necessity of sending a covering letter with one’s resume for a particular job.
c) explain any 2 characteristics of an effective curriculum vitae (CV).
(12+4+2)
6.
a) discuss the role of silence in communication.
b) ‘Emergence of newer technologies in info Technology (IT) has revolutionized the
communication systems in an organization.’ explain and contrast characteristics of the
communication system sin a traditional organisation with no IT support and a modern
organisation equipped with recent technologies in IT.
(6+12)
7.
a) What is interviewing?
b) Name any 2 situations/cases where you would like to use brainstorming as an
effective methods of collecting necessary info.
c) Write short notes on any 3 of the following:
i) Barriers to Oral Communication
ii) Role of feedback in communication
iii) Win-win situation’ in negotiations
iv) Characteristics of a good listener
v) Informal Communication
(4+2+12)
B5.1-R3 Page two of two July, 2006

Earning:   Approval pending.