January 2010

Master of Business Administration (MBA) Examination

I Semester (Autonomous)

Business Communication

Time 3 Hours]                                                                                                 [Max. Marks 60

Note- Attempt any three questions from Section A. Each questions is of 12 marks. Section B is compulsory and carries and carries 24 marks.

(Section A)

1.      Discuss the importance of communication in the organisations. How manager can make communication effective?

2.      What is Communication Network? Discuss potential of each of the communication network in the organisation.

3.      ''Transaction Analysis is an effective tool for effective interpersonal communication." Comment on the statement.

4.      Discuss formal and informal communication at workplace. Throw some light on their importance from the management point of view.

5.      Write short notes on any two of the following-

(a)     Difference between the Shannon and Weaver and Wilbur Scrum's Models of Communication.

(b)     Write an application to General Manager for employment.

(c)     Write merits and demerits of Electronic Business Proposal.

(Section B)

6.         Analyse the following case and answer the questions at theersd-

A case to consider : Communication policies at central food

Central Food Processing Corporation is a young, diversified processor and distributor of agricultural products for human consumption. The company has been in business for only two years. It purchases raw food materials, processes them to fit the needs of the consumer, packages the finished products for the customer's convenience,, and distributes the products to wholesalers and retailers.

At the beginning, the organization was small few personnel. The management of the corporation did not feel if was necessary to daft a long list of detailed policies and procedures, because most policies could be spread by word of mouth when necessary. Also, it was felt that there would be more

flexibility in handling policies if the policies were oral rather than written. However, with the horrendous growth in the company during the two years it has been operating, management now feels that more written policies are necessary. Accordingly. new statements of policy are periodically distributed in memorandum form to all supervisory personnel. The supervisor are expected to-inform their employees of the policy through whatever means they feel is appropriate. A few days ago, the company issued the following statement of policy concerning disciplinary action.

Disciplinary action shall be taken by supervisors for just cause whenever necessary. Each supervisor shall be certain to establish that the worker to be disciplined has actually committed an offence worthy of a penalty before the penalty is applied. Whenever possible, four steps shall be followed in disciplining a worker. First, the worker shall be Second, If the poor behavior continues, the worker shall be given a written warning that future errors will result in the application of serious penalties. Third, if no improvement In performance is evidenced, a penalty such as a disciplinary layoff without pay will be Implemented. Finally, if no change in behavior is exhibited, discharge will occur. All of the preliminary steps may be by passed In the case of serious offences such as fighting or actions that endanger the health and safety of other workers.

The company director of personnel Is curious to know the reactions of supervisors and their employees to the new policy statement. He circulates through the plant interviewing different people to see what they think of the Policy. He gets a variety of reactions. From one supervisor, he hears :

I think this is what we needed for a long time. This new poles gives me the authority to knuckle down on some guys that have been getting away with murder. try to runes tight ship. I want my workers to know who is the boss. With this polity in effect, I'm going to give some people written warnings In the next day or two. I should be able to discharge some poor workers pretty soon.

Another supervisor has these comments :

The policy statement doesn't give me much help. From what it says. I don't really know when supposed to give a written warning or when I'm supposed to deal out a Pars city And I don't know how severe a penalty should be. This only seems to complicate my job. I could use some help in interpreting the Policy, but nobody has offered any.

A worker (a nonsupervisor) with a history of work infraction (for which he already has been disciplined) has this to say :

Well, I haven't actually seen the policy, statement, but my boss said that I'd better be on my toes from now on because he has the company's okay to fire me if I do anything wrong again. I fell like I'm pretty well under the gun I'm kinda shook up about it all.

Another worker (a nonsupervisor) with a good work record (and in another department) makes this statement-

I've read the statement and it seems fine to me. As long as I do my job, I've got nothing to be afraid of. I've got a good boss, one who hates me well. I personally feel the policy is a protection for me.

The director of personnel is struck by the diversity of reactions to the new policy statement. It appears to him as if the four individuals interviwed have been looking at four different policy statement instead of the single one issued by his office.

Case Questions

1.      To what factors do you attribute the different to the policy statement? Take each individual who was interviewed and analyze the causes for his or her reaction.

2       Analize the way in which policy statement were introduced to the workers. What problem areas exist in the communication methods?

3.      What steps could the company take to improve its methods of communicating important matters such as policy statements?

4.      Someone has said the distortion of communication messages Is likely to occur when there are intermediaries who relay messages from one individual to another. What situation in this case supports this statement?

5.      What lessons can be learned about Interpersonal communications from this case?