Seat No.

Enrolment No:

GUJARAT TECHNOLOGICAL UNIVERSITY

MBA 1ST Semester Examination
Subject Code
:
Subject Name
: Managerial Communications
Date
:
Time Duration : 3 Hours
Instructions
Attempt all questions.
Make suitable assumptions wherever necessary. Figures to the
right indicate full marks.
Scientific calculator & statistical table are permitted.

Q1

Total Marks : 70

Please answer the following

Marks

Please select and write the correct option for the following multiple choice questions.

14

Which
a.
b.
c.
d.

of the following is not a form of communication ?

Internal Communication
External Communication
Personal Communication
Impersonal Communication

Which
a.
b.
c.
d.

of the following explains Kinesthetics?

Ability of an individual to use difficult words to confuse the audience
Ability of an individual to use body movements to engage the audience
Ability of an individual to speak slowly to help audience understand
Ability of an individual to speak monotonously without any modulation

Which
a.
b.
c.
d.

of the following is not a barrier of communication

Linguistic Barrier
Poor listening
Physical Barriers
Grammatical Barrier

What is a component of HURIER Model?

a. Interpreting
b. Interesting
c. Interfering
d. Interpersonal

What is meant by Pitch in context of effective oral communication

a. speed of speaking words in a minute
b. highness or lowness of your voice
c. accuracy in speaking the words correctly
d. ability to increase or decrease loudness of your voice according to the words

Which of the following medium would you not choose to send an urgent message to your
team in another location?
a. email
b. letter through speed post
c. telephone
d. text message

Which
a.
b.
c.
d.

of the following is a part of internal communication?

Upward
Downward
International
Horizontal

Which
a.
b.
c.

strategy in the following can make a writing persuasive?

which describes the market situation
which describes the benefits of the reader
which describes the problems of the writer

d.

which describes the business history

What should be a part of preparation for meeting?

a. stimulating discussion
b. trying to bring the group to a common point
c. answering questions
d. planning an agenda

10

What is not a part of a Persuasive Message/Letter?

a. Opening: promise/start
b. Complaint
c. Interest and Desire
d. Action

What should not be done in overcoming the barriers of effective communication

11

a.
b.
c.
d.

Which one is not an example of Formal Communication?

12

a.
b.
c.
d.

Writing a letter to the HR department for salary slips

Making a phone call to a colleague to discuss about the new supervisor
Making a phone call to all the managers in your team to announce a product launch
Writing an invitation message to all the staff on behalf of your department

Which of the following are parts of nonverbal communication?

13

I.
II.
III.
IV.

Facial expressions
Telephonic conversation
Tone of your voice
Silence
a.
b.
c.
d.

I, II and III
I, III and IV
I, II, IV
I and II.

Which part of the proposal speaks about the complete proposal that gives a quick overview?

14.

a.
b.
c.
d.

Q2
(a)

Introduction
Title Page
Annexures
Executive Summary

Explain the following terms:

1.
2.
3.
4.
5.
6.
7.

Q2

Use simple words

Use familiar words
Consider the audience
Use very long sentences

(b)

Grapevine
Body Language
Receiver or Decoder
Context (as a component of Communication Process)
Upward and Downward Communication
Information Overload
Feedback

Make a chart/diagram of communication process and explain each component of the

process.

OR
(b)

Explain all the Forms of Communication with advantages and disadvantages

Q3
(a)

Explain the 7 Cs of Communication.

(b)

A big financial corporate has advertised vacancies for Sales Associates/Financial Analysts/
Associates/HR Executives. In accordance with the designation you have to apply for, draft a
cover letter addressed to the Hiring Manager which talks about your profile, interests,
capabilities and strengths precisely.

OR
7
(a)

What are different types of business meetings and what can be done to solve problems in
business meetings?

(b)

HR Director of your company is worried about widespread dissatisfaction in employees

toward the organization. She is worried if this dissatisfaction is not controlled it may lead to
employee turnover. She found out what were the reasons of dissatisfaction and lack of
employee bonding surfaced as major factor. She came up with a solution that a common
informal platform for communication can lead to strong employee bonding which will in turn
control possible turnover.
Her IT manager suggested that they can develop a messenger on LAN which can help
employees send messages to individual or groups. They can also share data files or pictures.
As a communication expert, you have to evaluate what are the advantages or disadvantages
of this idea. You also have to suggest whether this idea should be implemented.

Q4
(a)

Explain email writing etiquettes and what are the advantages of email writing?

(b)

You are a dealer franchisee of a firm that manufactures stationery for offices. You have
some top corporate clients. Your company has launched a innovative range of desk
accessories (stationery items to be kept on table), which are not available with competitors.
You have to write a letter to your clients with two objectives:
1. Inform them about the new products such that they develop an interest in the
products
2. Ask for an appointment to meet them and show them the products and take an
order

OR
7
(a)

To whom so ever it may concern.

We are a long time Forestland customers, with every family member using Forestland
footwear, clothes and accessories. It is (infact was) our preferred brand when it comes to
shoes/footwear. However a recent incident has really put us off.
We bought a pair of blue shoes from your store in Icon Mall. Last monsoon, the shoes got wet
in rains, which led to fading away of the blue colour, moreover it also got over the white sole
inside as well as on the heels.
When we took these shoes to your store located in RR mall, staff there straightaway refused to
help us in anyway. According to them, they weren't concerned about company and service but
only about sales and who sold them. It was very rude and insulting in front of other customers.
Next, we went to your store located in Icon Mall. To our relief the manager there, took the
shoes and assured they will be repaired.
When we went to collect them, he told us that cobbler has managed to clean the heels but
nothing else can be done. His approach was very cold and indifferent. They refused to take the
complaint forward or suggest a solution.
People trust branded products for their quality and service. For a customer like us, who ends
up buying something or the other from forestland almost every fortnightly, this kind of

treatment and service is highly disappointing. We feel cheated when our preferred brand falls
short on both quality and service.
We are writing this mail to bring to your notice our deep dissatisfaction. Hope you take
corrective actions to avoid such incidents that trouble your customers, in future.
Regards
Abhijeet Arya
You are the customer service manager for the zone, where this customer complaint has
come from.
Your company gives prime importance to customer service. This email has been sent to your
companys MD and he is following up on the matter directly. Therefore your performance is
in question and your actions under his direct supervision.
Write an appropriate reply to this email, keeping companys approach on customer service,
your performance and image, your teams behaviour and customers attitude in mind.
(b)

Explain what is Poor Listening Anatomy with examples

Study the given case and answer the questions given below:

14

Q5
(a)

As you read their case, give consideration to how you might help Roshan communicate with
the employees to resolve the conflict.
Roshan is a 27-year old who is a foodservice manager at a restaurant. Roshan 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. Many of them do not follow
Hindi and are comfortable in their regional language.
Roshan is trained in restaurant management and hygiene and tries his best to keep up with
food safet issues i the kit he ut he ad its its ot eas . E plo ees re ei e o the job
trai i g a out food safet asi s (for e a ple, appropriate h gie e a d ha d ashi g,
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 Roshan 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.
One day Roshan comes to work and is rather upset even before he steps into the restaurant.
Things havent ee goi g ell at ho e a d he as lu k to ru
age through so e 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 food sitting out in the kitchen area. It
appears these have been sitting at room temperature for quite some time. Roshan is
frustrated a d does t k o
hat to do. He feels like he is eati g his head against a brick
wall when it comes to getting employees to practice food safety.
Roshan 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.
He has informed the employees about safety and hygiene yet no one seems to care.

1. What are the communication challenges and barriers Roshan faces?

2. What solutions would you suggest to Roshan in addressing each of these challenges
and barriers?

Or
OR

(a)
1. Explain the Barriers to Communication
7
2. As a manager of a firm, you have to appoint management trainees to make
presentations on behalf of your company. You hold walk in interviews for
Management students looking for summer projects. List down and explain what
points and what skills would you look for in the candidates presentation.