SEMESTER I ACADEMIC YEAR 2010/2011
: Business Communication
: MAN 4513
: AKMAL,M.Hum., M.Sc,Ph.D
: U 204
: 100 minutes
A. During the exam you are not allowed to open your references. B. Please answer the following questions in the form of essay which consists of introductory paragraph, detail and example, and concluding paragraph).
1. Effective communication strengthens the connection between a company and all its stakeholders, those groups affected in some way by the company’s actions: customers, employers, stakeholders, suppliers, neighbors, the community, and the nation. Conversely, when communication breakdown, the results can be anything from time wasting to the tragic event. How can a lack of shared experience between sender and receiver result in communication failures?
2. The way you conduct yourself and interact with others can have a profound influence on your company’s success and your career. Because of your excellent communication skills, for example, your boss always asks you to write his reports for him but when the CEO complimenting him on his logical organization and clear writing style, your boss responds as if he’d written all those reports himself. What kind of ethical choice does your boss’s response represent? What can you do in this situation? Explain your solution and your reasoning.
3. Every month, each employee in your department is expected to give oral presentation on the status of your group project. One member of the group, however, has a severe speech impediment that prevents people from understanding most of what he has to say. As the department manager, how will you resolve this dilemma? Is it possible for you to use non-verbal communication? Please explain.
4. CRM stands for Customer Relationship Management, a category of software that helps companies manage their interactions with customers. What are the factors to be considered when choosing visual media like CRM for your business communication?
PS: Maximum score is 25 for each question including paragraph structure, sentence
structure, coherence, spelling, and choice of word.
Communication is a process whereby information is enclosed in a package and is channeled and imparted by a sender to a receiver via some medium. The receiver then will decodes the information before he/she gives feedback to the sender. Of course, some interference can appear in any forms and disturb the process of communication itself. When a process of communication doesn’t run properly, it is called communication breakdown and it is very common.
In any communication model, interference of a communication model is called noise. There are many examples of noise, such as: environmental noise, physiological-impairment noise, semantic noise, syntactical noise, organizational noise, cultural noise, and psychological noise. The lack of shared experience of communication between the sender and the receiver could be classified as semantic, syntactical, organizational, or cultural noise.
Semantic noise means the sender and the receiver have different interpretations of the meanings of certain words. For example, the word “weed” could be interpreted as undesired plants on your yard or as marijuana.
Syntactical noise is a form of noise where certain grammatical mistakes appear and disrupt communication. This kind of noise usually appears when the language that is used in the communication process is not the mother language of one or more parties of the process.
Poorly structured communication can prevent the receiver from accurate interpretations. When this happens, it is called...
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