Download JNTUA (JNTU Anantapur) MBA (Master of Business Administration) 2018 May-June Supplementary 1st Sem 14E00106 Business Communication Previous Question Paper
MBA I Semester Supplementary Examinations June/July 2018
BUSINESS COMMUNICATION
(For students admitted in 2014, 2015 & 2016 only)
Time: 3 hours Max. Marks: 60
SECTION ? A
(Answer the following: (05 X 10 = 50 Marks)
*****
1 Define business communication. List out and explain the channels of communication.
OR
2 Discuss the functions of business communication.
3 Write down the advantages and limitations of oral communication.
OR
4 Outline the guidelines for kinetics, proxemics, time language and haptics.
5 Write about communication models and communication styles.
OR
6 What do you mean by inter-personal perception? Explain how inter-personal perception influences
interpersonal communication.
7 What are the types of barriers to communication?
OR
8 Define listening. List out some tips for effective listening.
9 Write about the different layouts of business letters.
OR
10 Explain telephone etiquette and its importance while attending telephonic interviews.
SECTION ? B
(Compulsory question, 01 X 10 = 10 Marks)
11 Case Study:
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 of food safety
training. 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.
Contd. in page 2
Page 1 of 2
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Code: 14E00106
MBA I Semester Supplementary Examinations June/July 2018
BUSINESS COMMUNICATION
(For students admitted in 2014, 2015 & 2016 only)
Time: 3 hours Max. Marks: 60
SECTION ? A
(Answer the following: (05 X 10 = 50 Marks)
*****
1 Define business communication. List out and explain the channels of communication.
OR
2 Discuss the functions of business communication.
3 Write down the advantages and limitations of oral communication.
OR
4 Outline the guidelines for kinetics, proxemics, time language and haptics.
5 Write about communication models and communication styles.
OR
6 What do you mean by inter-personal perception? Explain how inter-personal perception influences
interpersonal communication.
7 What are the types of barriers to communication?
OR
8 Define listening. List out some tips for effective listening.
9 Write about the different layouts of business letters.
OR
10 Explain telephone etiquette and its importance while attending telephonic interviews.
SECTION ? B
(Compulsory question, 01 X 10 = 10 Marks)
11 Case Study:
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 of food safety
training. 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.
Contd. in page 2
Page 1 of 2
Code: 14E00106
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 beating his 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:
(a) What are the communication challenges and barriers Barry faces?
(b) What solutions might Barry consider in addressing each of these challenges and barriers?
(c) What Standard Operating Procedures (SOPs) would be helpful for Barry to implement and enforce?
(d) What are some ways Barry might use effective communication as a motivator for employees to follow
safe food handling practices?
*****
Page 2 of 2
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This post was last modified on 27 July 2020