Kenya Methodist University Business Communication Buss O25 Business Communication Continous Assesment Test (Cat) Answer All The Questions

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KENYA METHODIST UNIVERSITY

BUSINESS COMMUNICATION
BUSS O25
BUSINESS COMMUNICATION
CONTINOUS ASSESMENT TEST (CAT)
ANSWER ALL THE QUESTIONS

1)Mention five traits of an active listener (5mks)


2) For the communication process to materialize, it is essential that the basic elements of

communication be identified.

These elements are (5mks)

3) mention the advantages of formal communication (5 mks)


4) mention and explain the disadvantages of formal communication (5mks)
5) Accomplishing any task with excellence is always a function of mastering the basics. The five
communication basics all of us have to follow are (5mks)
6) Research studies shows that our listening efficiency is no better than 25 to 30 per cent. That
means the considerable information is lost in the listening process. Why? The common faults to
listening are (5mks)

Mention five traits of an active listener


Does not finish the sentence of others.
Does not answer questions with questions.
Is aware of biases. We all have them... we need to control
them.
Never daydreams or becomes preoccupied with ones own
thoughts when others talk.
Lets others talk.
Does not dominate the conversation.
Plans responses after the other persons have finished
speaking, not while they are speaking.
Provides feedback, but does not interrupt incessantly.
Analyses by looking at all the relevant factors and asking
open-ended questions.
Keeps the conversation on what the speaker says...not on
what interests them.
Takes brief notes. This forces one to concentrate on what is
being said.

2) For the communication process to materialize, it is essential that the basic elements of

communication be identified.

These elements are (5mks)

Sender/ Encoder/ Speaker


Receiver/ Decoder/ Listener
Message
Medium
Feedback
Activity

3)mention the advantages of formal communication (5 mks)


Satisfy the information needs of the -organization - Formal
channels of communication are designed to cater to the
informational needs of the organization, i.e., when and
where, what kind of information is required and who is to
provide it. Thus the formal communication channels are
needed for the very reason of activating information flow in
the organiza-tion.
2. Integrates the organization - Formal communication
channels work as linking wires in a big sized organization,
and thus integrate its functioning.
3. Coordination and control- By providing required
information at right time to right places, the formal
communication networks greatly facilitates coordination and
control in the organization.
4. Sorts the information for high-level executives - Formal
communication channels facilitate the flow of selective
information to the top executives. Otherwise they will be
finding themselves in the midst of all relevant and irrelevant
information.
5. Restricts unwanted flow of information - When a person is
supposed to formally communicate some information to
some authority, that itself has a restrictive implication that he
need not disseminate this information anywhere else.
6. Reliability and accuracy of information - When information
moves through formal channel, it has to have some basis to
substantiate it. It is any time more reliable and accurate than
the informally obtained information.

4) mention and explain the disadvantages of formal communication


1. Time consuming and expensive - Since formal
communication channels involve lot many levels,
information takes time to travel across. More-over, paper
work, involvement of executives time, and other facilities
required for the communication network make it an
expensive proposi-tion.
2. It increases the workload of the line supervisor - Since most
of the reporting goes from down to up, generally line
supervisor is the person who has to devote a good deal of
time because in forwarding information, under formal
channels. This leaves him with little time to perform other

organizational functions properly.


3. Information may get distorted - There are dangers of
messages being lost, filtered or distorted as they pass
through many points.
4. Creates gaps between top executives and lower subordinates
- Formal communication channels reduce the need of contact
between the top executive and the subordinates at the lowest
level. Many a times they do not even recognize each other.
This adversely affects superior subordi-nate relationship.

Accomplishing any task with excellence is always a function of mastering the basics. The five
communication basics all of us have to follow are (5mks)
1. Establish a warm atmosphere : The atmosphere you create
with your words and gestures determines the effectiveness
of your sermon. Avoid beginning with a negative tone, selfcentered
anecdotes, or anything, which betrays insecurity on
your part. These focus the audiences attention on your
needs, not theirs. Your nonverbal signals are also important
because they communicate your general demeanor. Smiling at
people demonstrates openness and invites them to listen.
2. Actively engage peoples interest : Many of us use
techniques to engage congregations that they believe are
effective, but actually disconnect them from listeners. Overdramatization,
excessive emotion, and yelling focus listeners
upon your performance instead of content. A conversational
approach works better.
3. Be Believable : Evaluate everything you say from the pulpit
with this question: Is it believable? If you cant believe
yourself when you say something, your audience wont
4. Speak with your own voice : Listeners will disengage from
a speaker who uses big words to impress his audience or
who appears to choose words for the sake of sounding
good. If your listener is conscious of your voice, it is a
distraction. Choose your words the same way you choose
your clothes; appropriate for the context, but not distracting.
Your voice should contain fire, conviction, and accurately
reflect whats happening in your mind.
5. Use gestures well : The effective use of gestures reinforces
what a pastor says. As with the voice, gestures should
represent what is happening in the mind. Gesturing also
includes looking at people as you talk. Your eyes are almost
as important as your voice. Make sure your eyes sweep across
and make contact with people in every part of the audience,
not just those in front of you.
6. Remember that your knowledge is limited : You may be
tempted to appear to know more than you do. Always keep
in mind that someone in your audience may know more
than you do about your topic. Honestly communicate what
you know.
Effective communication is the key to mobilizing your
employees behind a new vision. Poor communication, on

the other hand, is the best way to demotivate your


employees and stall any progress. Not taking the time to
explain the vision, not explaining the vision in clear,
understandable language, or not walking the talk are some
common ways that organizations fail to achieve their goals.
The seven principles below will help you to avoid mistakes

6) Research studies shows that our listening efficiency is no better than 25 to 30 per cent. That
means the considerable information is lost in the listening process. Why? The common faults to
listening are (5mks)
1. Prejudice against the speaker At times we have conflict
in our mind as to the speaker. Whatever he speaks seems to
be colored and we practically dont listen what he says.
2. Rehearsing Your whole attention is on designing and
preparing your next comment. You look interested, but
your mind is going a mile a minute because you are
thinking about what to say next. Some people rehearse
whole chains of responses: Ill say, then hell say, and so on.
3. Judging negatively Labeling people can be extremely
limiting. If you prejudge somebody as incompetent or
uninformed, you dont pay much attention to what that
person says. A basic rule of listening is that judgments
should only be made after you have heard and evaluated the
content of the message.
4. Identifying When using this block, you take everything
people tell you and refer it back to your own experience.
They want to tell you about a toothache, but that reminds
you of your oral surgery for receding gums. You launch
into your story before they can finish theirs.
BUSINESS COMMUNICATION

5. Advising You are the great problem solver. You dont


have to hear more than a few sentences before you begin
searching for the right advice. However, while you are
coming up with suggestions and convincing someone to
just try it, you may miss what is most important.
6. Sparring This block has you arguing and debating with
people who never feel heard because you are so quick to
disagree. In fact, your main focus is on finding things to
disagree with.
7. Being Right Being right means you will go to great
lengths (twist the facts, start shouting, make excuses or
accusations, call up past sins) to -avoid being wrong. You
cant listen to criticism, you cant be corrected, and you cant
take suggestions to change.
8. Derailing This listening block involves suddenly
changing the subject. You derail the train of conversation
when you get uncomfortable or bored with a topic. Another
way of derailing is by joking.
9. Placating Right. . . Absolutely. . . I know. . . Of course
you are. . .Incredible ... Really? You want to be nice,
pleasant, supportive. You want people to like you. So you
agree with everything.
10. Dreaming When we dream, we pretend to listen but
really tune the other person out while we drift about in our
interior fantasies. Instead of disciplining ourselves to truly

concentrate on the input, we turn the channel to a more


entertaining subject.
11. Thinking speed Most of us speak between 60 to 180
words per minute, and people have capacity to think at the
rate of 500 to 800 words per Minute. The difference leaves
us with the great deal of mental spare time. While it is
possible to use this time to explore the speakers ideas, we
most often let our mind wander to other matters - from the
unfinished business just mentioned to romantic fantasies.
12. Premature evaluation It often happens that we
interrupt the speakers before they complete their thought,
or finish their sentence, or state their conclusions. Directly as
a result of our rapid thinking speed, we race ahead of what
we feel is the conclusion. We anticipate. We arrive at the
concluding thought quickly although often that is quite
different from what the speaker intended.
13. Semantic stereotypes As certain kind of people bother
us, so too do certain words. When these words are repeated
time and again, they cause annoyance in the mind and
effective listening is impaired.
14. Delivery A monotonous delivery by the speaker can put
listeners to sleep or cause them to loose interest.
15. External distractions The entire physical environment
effects the listen-ing. Among the negative factors are noisy
fans, poor or glaring lights, distracting background music,
overheated or cold rooms, a conversation going on nearby,
and so on.

SIX WAYS TO IMPROVE YOUR NONVERBAL COMMUNICATION


Eye contact
Facial expressions
Gestures
Posture and body orientation
Proximity
Para linguistics
Humor
Types of Business Letters
The following are the most common types of business letters.
Keep in mind that the purpose and audience of your business
letter effects, which form you, choose.
The Acknowledgement Letter
The Inquiry letter
Response to an inquiry letter
Complaint letter
Order letter
Here are the steps to follow when writing an
acknowledgement letter
Identify your reader.

Establish your objective.


Determine your scope.
Organize your letter.
Draft your letter
Close Your Letter
Review and Revise Your Letter
Solicited Application Letters
Solicited

application
letters are letters written
in response to an
advertised job opening.
It is appropriate to
mention where you
learned of the opening in
the first paragraph

Unsolicited Application Letters


Unsolicited

application
letters are written to
companies that have not
posted a job opening.
It is important to gain the
readers attention and
persuade them that you
can contribute to the
companys goals.

3 Types of Resume
There are three types of resume most commonly described.
They are:

Chronological Resume
Functional Resume
Combination Resume (Transition
Resume)
Resume Dos & Donts
Do
Keep to one or two pages depending on experience
Describe your main functions, not what you did incidentally
Emphasize those duties that are most relevant to your

present application
Include any special recognition, accomplishments or projects
you were involved with
Describe your former/current employer, including size of
company, type of industry, etc.
Write about yourself in a positive light
Strive to be concise and target your information to the
employer

Dont
Try to fit too much on the page. (Leave some space on the

page)
List personal information such as marital status, race, age, etc.
Leave suspicious gaps in your Work History
Include salary requirements (leave that until an interview or
later)
Put a photograph on your resume (even if you do have a

scanner)
Use negative expressions or comments about previous
employers
Include any health information
Include references (separate sheet please)
Include reasons for leaving a previous job (save your reasons
for the interview)

Interviewing Methods
Aptitude tests: These tests are designed to find your personality
traits. They would be looking for a particular type of person
and this test will show them if you fit their profile. You cant
cheat in these tests, if you attempt to formulate your
answers, the results of the test will show. Be honest here, you
cant hide who you are
IQ/Thinking tests: These have been prepared to work out
your analytical and logical thinking patterns. To some extent
general knowledge would be useful, however they are really
geared towards finding out how you analyse data and find
solutions to problems. Again it is impossible to cheat on these
tests, but a little preparation would go a long way. Prepare for
this test by doing some logical thinking puzzles. There are lots
out there in the bookshops.
General knowledge : Tests in this section include mathematical,
grammar, spelling and general knowledge. Preparing to take
some of these will include doing a revision of you school work.
Forget the calculator and go back to pencil and paper. If you are
a wiz at maths, then you should have no problem, but if you
are like the rest of us that reaches out for the calculator, then get
some practice prior to attending.
Panel Job Interviews : These can be nerve wracking types of
interviews, however, most job interviews these days include a
panel. The panel might just 2 people or it can be as many as 10.
To handle this interview well, you must appear to be confident,
dont hesitate too long before you give an answer. Watch your
posture and try not to fidget too much. When answering a
question make eye contact with one or two of the people. Find
a friendly face and use that person for most of your eye contact,
it will help in making you feel more relaxed.
One on one job interviews : These type of interviews are
easier to handle, they are generally more informal. The best way
to handle these type of interviews is to relate to them as a form
of conversation. You should ask questions and exchange
information as you would during a normal conversation. Offer
your own information as needed without waiting to be asked.

Need and Purpose of Meetings


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

To
To
To
To
To
To

coordinate or arrange activities


report on some activity or experience
put forward ideas or grievances for discussion
give information to a group of people
obtain assistance
create involvement and interest

Types of Meetings

Formal Meetings
The rules of conduct of formal meetings are laid doen in a
companys Articles of Association and/or Constitution or
Standing Orders. With such meetings a quorum must be
present, i.e the minimum number of people who should be
present in order to validate the meeting. A formal record of
these meetings must be kept , usually by the company secretary.
Annual General Meeting (AGM)
AGMs are held once a year to assess the trading of the organization
over the year . All shareholders are invited to intend the
GM but they must be given 21 days notice.
Statutory Meetings
Statutory meetings are called so that the directors and shareholders
ca communicate and consider special reports.
Companies are required by law to hold these statutory meetings
Board Meetings
Board meetings are held as often as individual organizations
require. They are attended by all directors and chaired by the
Chairman of the board.
Informal Meetings
Informal meetings are not restricted by the same rules and
regulation as formal meetings. Such meetings may take the
form of brainstorming or discussion sessions where strict
agendas may not be necessary and minutes may not be kept.
However, it is usually considered good business practice for an

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