Question 1 1.

a) Describe at least 5 (five) major barriers to Business Communication ( 10 marks)

a. Non-verbal signals Non-verbal signals, often referred as body language , can provide valuable feedback where verbal communication is concerned. Such signals include facial expressions, gestures, movement, eye-contact and nodding the head.

b. Language

Choice of words is vital to the effectiveness of any communication .Many words have different meanings. Our backgrounds knowledge and experience affect our understanding .

Foreign languages, dialects, regional accents and the use of technical/ specialist language should always be considered

c. Listening

Anyone who has something valid to say deserves attention. Listening, however ., is a skill. Careful concentration is demanded if a communication is to be understood.

Success at gaining attention may be depend on the word used, the way the communication I s expressed, our interest in the speaker, our interest in the

communication and various other factors.

d. Pre-judgement

What is understood is often conditioned by what we already know and by our background knowledge and experience .Often we hear what we want to hear , or what we think we have heard , instead of what has actually been said.

e. Relationships

The effectiveness of any communication may depends on our relationship with the person giving the message.

If the relationship between people are not good , communication may fail to be effective or may break down altogether.

b) Explain the 6 (six) phases of Communication that we have to through to ensure that a communication process is successful. ( 10 marks)
6 steps to effective communication Effective communication can be achieved by having a thorough knowledge of the communication cycle, by being aware of the barriers that exist, and by following the seven step process. STEP 1 : What and why? Your first step is to consider what is the objective of your communication and why you have to communicate the message. Are you aiming to give information , to persuade , to request, to inform? STEP 2 : Select channel The next step is to consider what channels or means of communication would be appropriate .Consider the relationship between the sender and the recipient as well as the recipients background knowledge , culture and experience. STEP 3 : Select encoding technique Encoding is choosing the manner in which we send our message. For example , the language you choose , an angry or soft voice, harsh tone or courteous tone. Consider why the communication is happening. Is it urgent, serious, dangerous, emotive, informative? STEP 4 : Consider barriers You must consider all possible barriers that may influence he recipients understanding of the message. Is the communication likely to achieve the desired

aims in the given circumstances? If the barriers are likely to interfere with the recipients understanding ,you may need to return to step 1 pr 2 and think again.

STEP 5 : Send message Having considered all these aspects , you may now send your message

STEP 6 : Check for understanding After sending the message, it is important to check whether the recipients has understood the message as you intended.

STEP 7 :Obtain feedback from recipients (bonus) The final stage is essential - you must obtain feedback from the recipients so the you know if your communication has been effective .If the message is not understood , rather than blame the recipients , ask yourself why the communication failed and how

it could have been improved in order to be effective.

Question 2 2. a) verbal and non-verbal communication are inter related. Describe 5 components of non verbal communication and 5 components of verbal communication.
Verbal Communication All forms of communication can be categorized as either verbal or nonverbal. In turn, both verbal and nonverbal communication can be subdivided into either vocal or nonvocal. Much of the communication that takes place between people is verbal; that is, it is based on language. Verbal communication of the vocal category includes spoken language.

 Nonvocal verbal communication involves written communication as well as communication that is transmitted through transmitted through sign language, finger spelling, Braille, or other similar alternatives to verbal language.

Communication has been called the transfer of meaning from one mind to another. definition: Communication is a sharing of meaning through the transmission of information via mutually understood signs. Because meanings exist in the human mind, they cannot be shared or communicated except through some external vehicle. The human body is capable of making sounds and movements which in turn can create a system of vehicles for sharing inner meanings and ideas with others. In general terms, such elements that codify meaning are called signs. Nonverbal Communication While verbal communication is much studied and is the focus of much applied attention in areas ranging from journalism to governance to entertainment, the fact is that human beings communicate more through nonverbal means. Some estimates are that so-called body language accounts for 65, 70, even 90 percent of human communication. Using the 70percent figure for body language, the voice accounts for another 20 percent or so, and specific words only about 10 percent. Research conclusions may vary a bit, but the consensus is clear: Nonverbal communication is hugely important in human interaction.

Nonverbal communication also is bound to culture. In particular, there are differences among cultures and nationalities about the relative value of speech versus silence, the relative value of talk versus action, the social role of small talk or gossip, and the role of animation, rhyme and exaggeration in speech. Because of these differences, the study of verbal and nonverbal communication always must be done within a social or cultural context. As noted above, nonverbal communication may be vocal (focusing on vocal characteristics such as pitch, rate, and so on) or nonvocal (focusing on body language, environment, attire and the like).

Some linguists identify an aspect of nonverbal communication called paralanguage. This refers to a range of nonlinguistic elements of speech, such as facial expressions, gestures, the use of time and space, and so on.

b) Oral communication is commonly used in most of the organizations. Explain 4 factors that need to be given importance to ensure that communication is not broken.

The factors that need to be given importance when using oral communication as per below:

1. Plan your message, a method to ensure that your communication has covered all vital information is to answer the five W and How question are : Who? What? Where? When? Why? How?

2. Choose and plan the words and language. Many words have different meanings. Our background knowledge and experience affect our understanding. 3. Identify key points of your message, arrange in suitable order which will flow naturally. 4. The voice tone use should be pleasant and sound good to listen. The listener will actually forget the voice and listen to the content. 5. Understanding your listener. When you speak to people from other countries, you should plan to do research on the culture of that country. Be aware that hand gestures you use may have different meanings in other cultures.

6. Make sure the place is suitable when making oral communication. Make sure no noise disturbance or anything that can disturb the concentration of your listener. This is to confirm that your message is accepted fully.

Question 3 3. a) Explain briefly 5 ways to make Oral Presentation reach the audience successfully .
5 ways to make Oral Presentation reach the audience successfully.

a) Understanding Your Audience Whether you are interacting one-on-one with a friend or co- worker or speaking in front of a large group, understanding your audience is a part of effective oral presentation. Your audience will have differing levels of knowledge and expectations.

b) Eye contact Maintaining eye contact with your audience is the simplest thing you can do to establish a relationship. Eye contact purposes it establishes that the audience are listening.

c) Style and Register. Your tone and pace of speech affect how your audience responds to your oral presentation. You need to sound confident at a basic level so that you do not lose credibility with your audience. The pace of your speech is also important. You can 6

speak faster than you can write and understand. You need to give your audience time to take in what you have just said, or you risk losing your audience.

d) Body language In the oral presentation, the message you send through you body language affect how your audience perceives you.

e) Active and Reflective Listening In the oral presentation you should always listen to what your audience has to say, whether it is spoken or not. In oral presentation broadcast a variety of verbal and nonverbal cues, as does your audience. Learning how to read and interpret those cues is part of being a successful communicator.

b) You are given a topic to do public presentation in your organization .Suggest several techniques that you can use to arouse audience interest and to keep listeners involved.

Eyes: Eyes are said to be keys to the soul and are an effective weapon in your presentation arsenal. During a presentation establish eye contact with as many members of the audience as possible at least once this will, of course, not be possible with very large groups. Let your eyes periodically flow over the audience. Be careful not to hold your gaze in a specific direction or at one person for more than a few seconds at a time.

Voice: Consider projection and variation. Take your time. Speak slightly louder and slightly slower than in traditional conversation (depends on room acoustics, etc.). Modify your tone of voice to project enthusiasm about the topic or to make a serious point. Silence for short periods, a few seconds, is fine if it fits the subject. Speak clearly.

Expression: The audience will watch your face. If you look distracted they, too, will be distracted. If you smile and project an open face, the audience will wonder why and tune in.

Appearance: Dress for the audience and the topic. If you think you look out of place, then you probably are. There are appropriate times for professional dress and equally so for a more dressed-down look.

Stance: Use your body as a tool to reinforce rapport with the audience. Find a safe resting place for your hands and return them there when any particular gestures are complete. Stand naturally, avoid slouching; dont freeze behind a podium.

Try to create some joke or humor that can attract the audience. But dont to obvious when doing the joke.

c)

Feeling nervous and unconfident in front of audience is common. List at least 9 ways to overcome such anxiety in order to make oral presentations successful.

Your voice - how you say it is as important as what you say Body language - a subject in its own right and something about which much has been written and said. In essence, your body movements express what your attitudes and thoughts really are.

Appearance - first impressions influence the audience's attitudes to you. Dress appropriately for the occasion.

Preparing your speech-If you are able to learn about your audience, personalize your presentation as much as possible. Speak their language and use their terminology.

Making the presentation

Greet the audience (for example, 'Good morning, ladies and gentlemen'), and tell them who you are. Good presentations then follow this formula: a) tell the audience what you are going to tell them, b) then tell them at the end tell them what you have told them.

Dont be afraid to do a mistake. Everybody is doing the mistake. Try to get to know the audience before doing the presentation. First impressions are lasting impressions. In fact, the first and last 30 seconds have the greatest impact on the audience. There are many techniques you can use to grab your audience in those first crucial moments. In order to stress the importance of the topic you may ask a question, state a startling or shocking fact, arouse curiosity, use a quotation, a joke (careful with jokes), share a startling exhibit, or quote headlines.

Chewing some sweet or gum will help to reduce the nervous feeling.

Question 4 a)Many meetings take place in business .It is an effective tool in the communication processs .State 5 types of meeting held in your organization and discuss the propose.
Formal meetings 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 attend the AGM but they must be given 21 days notice. Statutory Meetings Statutory meetings are called so that the directors and shareholders can communicate and consider special report. Companies are required by law to hold these statutory meetings. 9

Boards Meetings Board meetings are held as often as individual organizations require .They are attended by all directors and chaired by the chairman of the boards.

Informal meetings Informal meetings are not restricted by the same rules and regulations 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. Management meetings These meetings are attended by a group of managers who may need to discuss a specific matter, report on progress or receive progress reports. For example, the marketing manager, sales manager, production manager and research and development manager may meet to discuss the launch of a new product being launched soon. Departmental meetings These meetings are called by the head of department or manager of a certain section .All staff will be invited to attend so that information can be passed on or reports received from some members of staff regarding a specific project. Working parties Working parties may be set up o work together on a specific project or problem .At meetings, progress reports will be given and decisions for further actions taken.

b)Prepared visuals can make a report Or presentation more interesting .what are the advantages of using visuals and state their purpose.
Visual presentation is beneficial for many reasons:

Complex facts and figures can be mush easily absorbed Visual presentation adds impact to the information It enables quicker understanding due to its simplified format It enables comparison to be made and recognized easily Audiences are most likely to be interested in a chart or diagram than a long explanation or lots of words 10

Charts or diagrams can easily be transferred onto overhead transparencies for presentation to large groups.

Visual Aids: Strengthen the clarity of the speakers message Increase the interest of the speakers information Make a speakers message easier for listeners to retain Enhance the speakers credibility Can improve the speakers persuasion Helps combat stage fright Types of Visual Aids: Objects Models Small-scale of large object Large-scale of small object Life-sized model Photographs- enlarged Drawings Diagrams, sketches, maps Can be specifically designed for particular speech Graphs Line- best for statistical trends Pie- effective for distribution patterns Bar- well suited for showing comparisons Charts Summaries of large blocks of information Speakers body Demonstration showing how to do something Requires practice to coordinate body with words

Transparencies Inexpensive and easy Writing must be large enough Use appropriate font Speaker should rehearse with overhead projector Can use multiple layers for overhead

Power Point- quick, easy, and effective Slides and Video footage Slides best if you have many Video is effective IF it is edited skillfully and integrated smoothly into speech Speaker should practice with equipment in room before presenting

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Question 5 a. Explain 5 ways to of how would you handle an angry customer over telephone

1. Actively listen. Let the angry client talk through their problems and get it all out of their system. As they talk make indications that you are listening such as "uh huh", "really?", etc.. This step is important because the more time a customer spends airing their grievances, the more time they have to calm down.

2. Allow the client to express their opinions. Allow them to communicate their feelings however they choose to without passing judgement. Step in only if the client becomes directly abusive towards you. 3. Be sympathetic. Make sure the customer knows that you understand their frustration and acknowledge any mistakes that have been made. Recognize the customer's feelings about the mistakes - that is, how it must have felt to be the customer in this situation. 4. Be empathetic. When appropriate, show empathy. Empathy implies that you feel the same way as the customer and truly understand their feelings. It can create further issues to say "I understand your anger" if you do not truly understand, as the customer may shoot back "You have no idea!". Using a phrase like "I can imagine how upsetting that must have been" is a better way to phrase this. 5. Offer to try to fix the problem. Never promise to outright fix the issue, but always promise to try. If you make an attempt and fail, it will create further issues if you promised total resolution.

b.

Decribe 5 methods of building rapport with our customers via the email

1. The First Impression 12

Like in any relationship, the first contact with your client lays the foundation of mutual understanding and determines whether this relationship will continue even after the project or will just be a one-time affair and perish. So when you first talk to your client, its important not to dominate and listen actively. Try and understand his psyche. Is he assertive, very demanding or easy-going ? Does he have great expectations from the project ? Will he co-operate and can you live up to his expectations ? The client may interrupt you and bombard you with more questions. Its fine, be patient and politely answer his questions. If the client is satisfied after the first conversation and feels that it was a good talk, then his chances of cooperating with you going forward increase immensely. Its not easy to determine all these things during the first conversation but still you can get an idea. Once your client has finished talking, you should go ahead and ask relevant questions. The client may interrupt you and bombard you with more questions. Its fine, be patient and politely answer his questions. If the client is satisfied after the first conversation and feels that it was a good talk, then his chances of cooperating with you going forward increase immensely.

2. Inform And Educate Its important to inform your client about the ifs and buts before you start working on the project. This prevents any misunderstanding later during the course of work. Set expectations about the time of delivery and what further help you can provide. You should also go that extra mile and educate him about your work process. Like, if you are a web designer, you can always inform him that first youll design it using Photoshop and then youll start the coding. Educate him about the fact that once the coding starts, major changes in design are usually difficult to make and hence both of you should come to a definite agreement on the design before you start with the coding. Also during the course of work, you can educate him on a few things about designing. 13

3. Timely Communication This is something which a lot of freelancers tend to overlook. You may be dealing with a lot of clients at a time and dont have time to email each of them, but if you think form your clients perspective, he hasnt hired a lot of freelancers for the project. He has given you the project and hence has some expectations from you. Keeping that in mind, you should email your client at least once or twice in a week informing him about the progress and your work pattern. This helps in eliminating the worry factor which is always directly associated with investment of money and further strengthens the mutual trust between you and your client.

4. Deliver Yes, it goes without saying that if you complete the project in time and beat the deadline, your client will be very pleased. In fact its good to underpromise and overdeliver. You can always give a surprise to your client by including a nice extra feature in the project in the end. Not only that makes the project better, but it helps you to build strong rapport with him and win his confidence.

5. Keep In Touch Yes, you should take time to touch base with your previous clients. An email or sometimes a short chat on IM always helps to maintain that friendship. And with so many communication tools available ( like twitter ) it shouldnt be difficult. :) I think the above tips, with the exceptions of a few really bad clients, should work pretty well with all your other clients. So what other methods do you adopt to build a good relationship with your clients? Let me know in the comments.

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