FirstRanker.com
Firstranker's choice FirstRanker.com
Seat No.: Enrolment No.
--- Content provided by FirstRanker.com ---
GUJARAT TECHNOLOGICAL UNIVERSITY
MBA - SEMESTER 1- EXAMINATION - WINTER 2018
Subject Code: 2810003 Date: 27/12/2018
Subject Name: Managerial Communication (MC)
Time: 10:30am to 1:30pm Total Marks: 70
--- Content provided by FirstRanker.com ---
Instructions:
1. Attempt all questions.
2. Make suitable assumptions wherever necessary.
3. Figures to the right indicate full marks.
Q.1 Multiple Choice Questions 6
--- Content provided by FirstRanker.com ---
- The following is (are) non-verbal communication
A. Facial Expression B. Appearance
C. Posture D. All of Above - The handshake that conveys confidence is
A. Limp B. Firm--- Content provided by FirstRanker.com ---
C. Loose D Double - Communication is the task of imparting
A. Training B. Information
C. Knowledge D. Message - The trump card during should be brought out at the crucial moment.
--- Content provided by FirstRanker.com ---
A. Interview B. Negotiation
C. Training D. Purchasing - The following is the permanent records for business
A. Business Letters B. Ledgers
C. Production Reports D. All of them - The of business letter is called layout.
A. Body B. Content
C. Pattern D. All of Above
--- Content provided by FirstRanker.com ---
Q.1 (b) Define following: 04
- Brevity
- Correctness
- Precise
- Slang
--- Content provided by FirstRanker.com ---
Q.1 (c) Explain the following: 04
- Kinesic Communication
- Grapevine
- Paralanguage
- Encoding
--- Content provided by FirstRanker.com ---
Q.2 (a) Define Communication. Explain Purpose and Elements of Communication. 07
(b) Explain the importance of Organizational Communication if you were an owner of a company with 500 employees. 07
--- Content provided by FirstRanker.com ---
(b) Prepare your CV for the post of Assistant Manager (HR/ Finance/ Marketing). 07
Q.3 (a) Explain Principles of Effective Writing. 07
(b) Write a Memo to an undisciplined employee about his loss of employment for his continued harassment towards female colleague 07
OR
--- Content provided by FirstRanker.com ---
Q.3 (a) Explain the characteristics of Non-Verbal Communication. 07
(b) Mention the contents of Report Writing along with brief explanation. 07
Q.4 (a) What is Negotiation, explain factors affecting Negotiation. 07
(b) Write a Business Letter to your supplier ordering the CNC machine for which you had requested quotation. 07
OR
--- Content provided by FirstRanker.com ---
Q.4 (a) Explain different types of Interviews. 07
(b) Explain Elements of a Presentation. 07
Q-5 Case Study 14
“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, weate 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.
--- Content provided by FirstRanker.com ---
“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.”
Questions:
QS5
- If you were the supervisor of the call center and are receiving such irate calls from Americans and Londoners, how would you handle such calls? 14
- “Keep your cool.” What does this mean in terms of conversation control?
--- Content provided by FirstRanker.com ---
OR
Case Study
Dear Sir,
Your letter of the 27™, with amount of 35,000/- 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.
--- Content provided by FirstRanker.com ---
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. 10,000/- per month, the first installment to reach us by 5™. In the meantime, you shall pay cash for all further goods; we are allowing 3% 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,
--- Content provided by FirstRanker.com ---
Question:
- Comment on appropriateness of the sender’s tone to a customer.
- Rewrite the reply according to the principles of effective writing in business.
--- Content provided by FirstRanker.com ---
This download link is referred from the post: GTU MBA Last 10 Years 2010-2020 Question Papers || Gujarat Technological University