9 iness ethicscommunicationsimplifiednotesin21pages

7/27/2019 9 Iness Ethicscommunicationsimplifiednotesin21pages

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Mukesh Agarwal Research Group Business Ethics & BS for CA PCC / IPCC

AECIndia.Commerce, G M Ext. Place, Shinde Ki Chhawani, Gwalior-474001 +91-751-2424240, 98930-16415

CS/CA Guidance Classes Web: www.aecedu.webs.com; E-mail:[email protected] Page 1 of 21

SpecialisedNotes

of

BUSINESS

ETHICS& BUSINESS

COMMUNICATIONPreparedby:$ARIKA GARWAL

40 Marks in just 21

pages

AEC.com Private Limited (CS / CA Guidance Classes)(SAFALTA SATH RAHE.)

2nd Floor,Gopal Madhav Extension Place,

Shinde ki Chhawani.98272 04115,98930 16415, 0751-2424240www.aeccsca.blogspot.com
http://www.aeccsca.blogspot.com/http://www.aeccsca.blogspot.com/


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Sr.Number NumberofQuestions Topic PageNo.

1 5 Principles & BusinessEthics 3

2 5 Corporate Governance &Corporate Social

Responsibility5

3 5 Work Place Ethics 74 3 Environment Ethics 95 3 Ethics in Marketing &

Consumer Protection 10

6 6 Ethics in Accounting &Finance. 11

7 11 Essentials ofCommunication 13

8 6 Inter PersonalCommunication Skill 179 4 Group Dynamic 1910 4 Ethics of Communication 21

Index


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Chapter1.Principles&BusinessEthicsInthischapter,weshallanalysetheconceptofEthics&itsrelatedfactors.

Q.1]DefineBusinessEthics&giveitsimportance.Ans.-1)Everybusinessisalwaysrunningfortheprofitmotive,butitmayaffectthesocialgoals for e.g. Satyam incorporations distributed huge dividends but its activities weredeclaredtobeethicallywrong.2)Thusthebusinessisexpectedtofollowsomeethicssothatitwillgrowwiththesocialbenefit.3)Inearliertime,theKingwashavingthehugewealth,buttheKingwhowasnotfollowingtheethicswasnotrespectedbythepeople.

4)ThefamousthinkerslikeSwamiVivekananda,MahatmaGandhi,andSocrateshasalsogivenlotofimportancetoethics.5)Ifabusinessorganizationfollowsbusinessethicsthenitwillresultinfollowingbenefits:-

(i)Thebusinesscangivebetterservicetothesociety,(ii)Itcreatesgoodwill,(iii)Itimprovesproductivity&positivity,(iv)Itcreatesgoodenvironmentinorganization,(v)Itgivesassuranceoffollowingthelegalformalities,(vi)Ithelpstoavoidcriminalacts,(vii)Themanagementisrespectedbythewholeteam.

Q.2]Whatisdifferencebetweenethics&morals?Points Ethics MoralsOrigin Greek word Ethics

meaning:TheCharacter Latin word Moralsmeaning : Custom orTradition

Relatedwith Individual personality &character The general rules ofsocietyDependson Thinkingof Individual ThinkingofSocietyDesignedby Individual Society

Sometimes, there is contradiction between these two terms, E.g. bowing downbeforeGodisatraditionbutitmaybeagainsttheethicsofindividualpersonnotbelieving in

God.

Q.3]Whatarethereasonsthatwefollowtheethics?Approach/Reason Meaning

Utilitarianapproach The approach to make the most good & least harmto anyone.

DeontologicalApproach Here we believe that our ethics are the rights of


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person&meshouldrespectitFairness/Justiceapproach AsperGreekphilosophywearefollowingethicsbecause

memustgiveequaltreatmenttoall.Commongoodapproach Followstheethicsforwelfareofeveryoneinthesociety.Thevirtueapproach The ethics are followed with the belief that these

will becomemyhabits&willupgrademypersonality.Duetoalltheseapproachwefollowtheethics.

Q.4]WhatistheNatureofEthics?Ans.:-(1)ItisnotaReligion:-

Itdoesnotcomebyreligionbutanindividualmotive.(2)Itisnotculturallyacceptednorms:-

Culturemayhavesomeimpactonethicsbutitisnottheultimateforce.(3)ItisnotaScience:-

Scienceisuniversallysame,butethicschangesfrompersontoperson.

Q.5]Howethicaldilemma/confusionarises&howtocomeoutofit?Ans.:-1)Manytimestheethicschallengestheprofitmotive&itcreatesthedilemma2) It is very difficult to make choice between ethics & profit motive. E.g. If thedoctors wishestohavelotsofpatientsisagainsttheethicsbutinfavorofhisprofit.3)Thuswecantakethefollowingstepstocomeoutofthisdilemma:-a)Analysethesituation,b)Findoutreasonsofsituation,C)Checkyourownintention,d)Confirmthatyourprofitmotiveisnotharmfultoanyone,e)ConfirmthatitisnotharmfultothepersonrelyingonyouE.G.yourfamily.

Inthisway,thepersoncanmakecombinationofethics&profitability.Thuswehaveseenvarietyofconceptrelatingtoethics


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Chapter2.CorporateGovernance&CorporateSocialResponsibility[CG&CSR]

Q.1]WhatisCORPORATEGOVERNANCE?Ans.:- 1) Many times it is observed that the profit maximization objective directlychallengestheethics.Thusiftheethicsareconvertedintorulesthereismoreprobabilitytofollowthem.2)Thuseverygovernmentdecidedtohaveonespecialgroupineveryentitywhichwilltakecarethattheseethics&rulesarefollowedproperly.3) The World Bank defines CORPORATE GOVERNANCE as it is about promotingcorporatefairnesstransference&accountability.4)ThusthemainobjectivesofCORPORATEGOVERNANCEare:-i)Toconfirmthatrulesarefollowed.(ii)Toconfirmthatproperaccountingisdone.(iii)Toconfirmthatresponsibilitiesarefollowed(iv)Toconfirmthatpropercontroliscreated

Insimplewordsitsateamofmanagementkeepingcontrol&management.Itgivesfollowingadvantages:-

i) Ittakescareofallstakeholdersi.e.shareholders,creditors,debtorsholders,workers,customersetc.

ii) Itavoidstodisturbtheethicsiii) Itcreatestransparencyinallactivities.iv) Itcratesgoodsimageoforganization.In this way, CORPORATE GOVERNANCE is the team which creates & maintains

corporatesocialresponsibilityinorganization.

Q.2]WhatisCORPORATESOCIALREPORTING?Explainit.Ans.:- 1) CORPORATE SOCIAL REPORTING is the concept which states that everyorganizationshouldfollowsomebasicresponsibilitiesasfollows:(i)EconomicsResponsibilitiesToearnmaximumprofit(ii)LegalResponsibilitiesTofollowsallthelaws(iii)EthicalResponseTofollowsbusinessEthics(iv)DiscretionaryResponsibilitiesTofollowsvoluntaryresponsibilities.E.g.Donationp.a.toNGO2) In simple words CORPORATE SOCIAL REPORTING helps to give proper returns toallstakeholdersi.e.

(i)Profitforshareholders(ii)Goodenvironmentforworkers(iii)Properpaymentofsupplies(iv)Properinteresttomoneylenders(v)Socialactivitiesforsociety.3) Thus if the entity is following CORPORATE SOCIAL REPORTING if will become agood corporatecitizen.


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Q.3] If you want to follow CORPORATE SOCIAL REPORTING what should bethe contentsofyourCORPORATESOCIALREPORTINGpolicy?Ans.:-1)Perfectinternalcontrol,

2)Commitmenttoallethics,3)Perfectmanagement,4)Properpolicies,5)Properresponsibilities,6)Thevision&missionshouldbecleartoall,7)Propervaluesamongalltheemployees,8)Properstructureofmanagementforthebestcontrol,9)Accountability/Responsibilityofeveryone,10)Remarkstoemployeesfollowingtheethics,11)Propertrainingtoall,12)PerfectCORPORATESOCIALREPORTING.

InthiswayproperchainofalltheaboveactivitieswillhelptocreateCORPORATESOCIAL

REPORTING.

Q.4]WhataretheimpactsbyCORPORATESOCIALREPORTING?Ans.:-InlastsomedecadesmanycompaniesfollowedCORPORATESOCIALREPORTING&

itresulteditsfollowingadvantages:(i) Profitincreaseforshareholders,(ii)Properstandardsweresetforall,(iii)Properresponsibilitychainwascreated,(iv)Itcreatedthetransparencyinallactivities,(v)Resultedingoodimageoforganizatione.g.Tata(vi)Itcreatedproperholdofinvestmentsonorganization,(vii) Thegrowthoforganizationresultedinsocialbenefitalso.

Q.5] Give the list of organizations formed by Govt. to take care of CORPORATE SOCIAL REPORTINGTeam/Standards Details

GlobalReportingInitiative(GRI) Standardsintroducedin1997atGloballevelA 1000 Launchedin1999asasupplementtoGRIby

JohnKillingtonSocialAccountability8000 AdditiontoGRIwithsomehumanrightsUnitedNationsGlobalCompact IntroducedinSep2000byUNO&itincludes

9additionalprinciplesOrganization for economic co-operation&development(OECD)guidelines Introduced in 1976 & updated in2004. Especiallyformultinationalcompany.Bench Mark for measuring businessperformance Introduced some principle for CORPORATESOCIALREPORTINGatgloballevelTheCOUXroundtable Introduced by the management in COUX

Switzerland. It includes the managementfromEurope,Japan&NorthAmerica

GlobalSullivanprinciples Introduced in 1999 with some additionalprinciples

Asian Pacific economic corporation(APEC) IntroducedbusinessCodeofconductin1999forits21membercountries.

ThuswehaveseentheconceptCORPORATEGOVERNANCE&CORPORATESOCIALREPORTING&theorganizationtakingcareofthem.


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Chapter3:WorkPlaceEthicsIn this chapter, we shall learn the variety of ethics to be followed by us in the workplace.

Q.1]ExplainistheconceptofWorkplaceethics.Ans.:-1) The work place environment having the highest impact on the performance ofeveryperson.(2)Thuswearesomeguidelinestokeeptheenvironmenthealthy.(3)Generallywehavetheimpactoffollowing3factors:-(i)Individualethics&values(ii)Influenceoftopmanagementonothers(iii)Rules&regulationofmanagement(4)Theindividualethicsresultsinthebehaviorofeveryone&anynegativebehaviormaydirectlyaffecttheworkplaceenvironment.

Q.2]Whataredifferentissuestobecoveredbyus?Ans:-Whilecheckingweareshouldconsiderfollowingfactors

(1)Business Relationship The relation between co-workers top & lower levelmanagement,Management&client,Management&Govt.

(2)ConflictofinterestEveryindividualhasitsowninterest&weshouldconfirmthatorganistioninterestisnotdisturbingtheindividualinterest&vice-versa.

(3)Fairness&HonestyFairreturnsaregiventoalltheteams&alltheworkersarehonestwithorganization.

(4)CommunicationThecommunicationstreamshouldbeperfectlymanagedthetopmanagement.Thusabove4factorshelpstohaveperfectWorkPlaceEthics.

Q.3]Whatisdiscrimination?Whatisitsimpact?Ans.:-(1)Itmeansmakingthedistinguishbetween2persons,(2)Itmaybeduetoskillability&performanceofanyone,(3)ItaffectsthePrincipleofEquality&disturbworkplaceenvironment,(4)Thediscriminationtakesplaceinfollowingareas,(i)Improperrequirementsometimesappointmentismadeonbasisofcaste,relations,religion,sexetc,(ii) Screening procedure Sometimes some wrong bases are used for screeninge.g. Convertstudentswillbeselectedonly.

(iii)PromotionsTheparticularinpromotionaffectstheenvironment(iv)EmploymentConditionDifferentwagesjobtotheconditionhavingsamecaliber,maydisappointsomeone(v)DismissalFiringanyemployeeduetobadperformancediscriminationwillaffecttheenvironment.

Q.4]ExplainHarassment&itsimpact?Ans.:-i) Itmeansgettingthingsdoneforcefullyfromsomeone,


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(ii) It includes (a) Forcing the person to do the activities out of his capacities(b) Overtimejobwithoutextrapayment(c)Forcingthepersontodothejobagain(d)Badworkers (e) Not giving holidays (f) Forcing to work in condition of ill health (g)

Sexual harassment.(iii)ThemetimpactofallabovefactorsisItwillaffectthebusinessEnvironmentthuseveryorganizationshouldhaveacommitteetocreateethicsagainstharassmentalso.

Q.5]Givetheguidelinestocreateproperlyworkplaceethics.Ans.:-(1)Createproperlycodeofconduct,(2)Createopencommunication,(3)Takedecisionsonthebasisofethics,(4)Publishtheethicaldecisionstakenbythegroup&giverewards,(5)Createtheteamstotakecareofethics,(6)Appointombudsmeni.e.middlemenforgoodco-ordinationofethics,(7)Createatmosphereoftrust,

(8)Updatethepoliciesproperly,(9)Createtheteamtosolvetheproblemofworkers,(10)Topmanagementshouldcreateproperlyexamplebeforelowerlevelmanagement,

Inthiswaywecancreateagoodbusinessenvironmentbyproperhints.


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Chapter4:EnvironmentEthicsQ.1]ExplainEnvironmentalEthics.Ans.:-(1)Anorganizationmayaffecttheenvironmentlikeaim,water,landpollutionetc.Thushereweshalllearnsameethicsrelatingtotheenvironment(2) Generally pollution refers to undesirable effect on the environment due tomanufacturing&useofresources.(3)Generallyfollowingimpacthasbeenobservedonenvironment(i) Air pollution Expanding the bad factors in the air, affecting the environmente.g.3000peoplekilledinaccidentofBhopalgasfactoryin1984.(ii)GlobalwarmingIthascreateddangerofheavyfloodfromsouthpole.(iii) Ozone depletion It includes heavy consumption distraction of ozone whichhas generatedglobalwarming.(iv) Acid Rain It results in the rain with some acidic factor due to pollution. i.e.TajMahalgettingaffectedduetoacidrain.(v)Waterpollutionsomebadfactorsaremixedinriveraffectinglife.(vi)LandpollutionArtificialfertilizersmixinginsailaffectsthequalityofsoil.Thenetimpactofallaboveresultedinaffectingenvironment.

Q.2]WhatarethecontentsofEnvironmentEthics?Ans.:-(1)Rulesagainstanypollution(2)Properwastageclearingsystem(3)Systemforreducingthewastage(4)Increasingtheecofriendlyproducts

(5)Resourceofwastage(6)Creatingawarenessamongworkers(7)Minimizingusesofnaturalresources(8) Green accounting system i.e. focusing on deficiencies in the use of environmentalfactors&accountingofEnvironmentEthics.

Q.3]WhatarestepstakeninIndiaforEnvironmentEthics?Ans.:-(1)IndianGovt.passedAIRcontrol&preventionofpollutionAct1981(2)WaterpollutionActwaspassed(3)FactoriesActwasamended(4)Industries(Development&Regulation)Actpassedin1951(5)Mines&Minerals(Regulation&Development)Actpassedin1957.

Inthiswayeveryorganisationmustfollowenvironmentalethics.


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Chapter5:EthicsinMarketing&ConsumerProtection

Q.1]ExplainconcertmarketingEthics?Ans.:-(1)AsReyJohnRockefellerEveniftheproductisgood,itismoreimportant thatthepeopleshouldknowthatitisgood(2)Butmanytimesthemarketingpersonaffectsethicstosellmore&moreproductswhichaffectstheimageoforganization(3)Thusweshouldfollowmarketingethicsdueto(i)Itcratesgoodimageinsociety(ii)IthelpstoreduceGovernmentregulationontheorganization(iii)Ithelpstogivepowerinsociety

(iv)Itprotectsbrandnameofcompany.

Q.2]Whatisconsumerinterest&howitisprotected?Ans.:-(1)Asweknowconsumeristheking&varietyofprovisionsismadetoprotecthimfromthenegativeimpactofcompetition(2)TheWorldBankdefinesthesituationwheretheseller&purchasercandealethically&tohaveprofit.(3)Butmanytimescompetitioncreatesbadpractice(4)Thusfollowingarethestepstakentocontrolcompetition(i)AntiTrustAct1890wasintroducedinUS(ii)TheClaytonActwasintroducedin1914(iii)OnthefailureofaboveActinus

(iv)TheFederalTradecommissionAct,1914wasintroducedinUS(v)TheUKcompletionActwasintroduced1988(vi)TheUKcompletionlawwasintroducedin2002(vii)TheCompetitorAct2002introducedinIndia.ThemainaimofallaboveActswastoreducemonopolytorefuseimpropermergeretc.(5)Theoverallinterestofconsumeristobeprotectedbytheethicsofconsumerprotection.

Q.3]whichrightsofconsumerareprotectedbycentralcouncilofIndia&byUNguidelines?

:(1)ConsumerprotectioncouncilofIndiaprotectsrightsofconsumerstobe:(i)informed(ii)assuredaboutquality,(iii)heard,(iv)gettingredressed(remedy)againstcomplaint(v)protected,(vi)educated,(2)UnitedNationsguidelinesgivesfollowingrights(i)physicalsafety(ii)economic interest(iii) standard quality(iv)Remedy(v)education(vi)Health(vii)quality&consumption

(viii)essentialgoodsInthiswaymehaveseenmarketingEthics&consumerprotection


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Chapter6:EthicsinAccounting&Finance.Q.1]ExplaintheimportanceofEAF.Ans.:-(1)Anaccountantishavingresponsibilityasheismakingtheaccountingtofindoutprofit&loss(2)Manytimesanaccountant/financialmanagerneedstogivesuggestionwhereconflict ofprofitv/sethicsmayarrive(3)AsperMr.HenryFordAbusinesswhichmakesonlymoneyisapoorkindofbusiness(4) Thus an accountant/FM must follow theethics sothat hecan generatetheprofitfor alongwiththesocialwelfare(5)Thustheethicsofaccountingincludestherealaccountingnofrauds&socialwelfare.

Q.2]Whythereisconflictsinethics&accounting?Ans.:-(1)ConsultantHehastothinkaboutprofitabouthisclientwhichmayaffecttheethics.(2)AuditorSometimesheignore/fraudstoavoidtheloss(3)Sometimesshorttermresultsareveryimportantthanethics(4)Sometimesverysmallunethicalissuesarereflectedwhichcumulativelycreatesfraud. (5)SometimessomeA/crulesaretwistedtoincreaseordecreasetheprofit(6)Thusinabovesituationsthereisaconflictinethics&profit.

Q.3]Whatisexpectedfromanaccountantbyfollowingtheethics?Ans.:-(1)Properaccounting(2)Followingallthelaws(3)Propertreatmentofeachtransaction

(4)PerfectAudit(5)Bringingmistake/fraudinthepicture(6)Toconfirmthatemployeesknowstherules&regulations(7)Heshouldfollowfollowingprinciplesof:(i)IntegrityItmeanstoavoidfraudrefusebribeetc,(ii)Objectivityi.e.tofollowimpartiality,(iii)Confidentialityi.e.nottodisclosesecretinformation,(iv) ProfessionalCompetence&duecareinAudit,(v)Professionalbehavior,

Q.4]Whatarethethreatsduetowhichtheaccountantavoidethics?Ans.:-Threatof(i)SelfinterestHeisfollowingtheethics(ii)Selfreviewnothavingselfrespect(iii)Advancethethreatofnotgettingco-operationfromother(iv)Familiaritythreatofaffectingcloserelations(v)Indemnificationhereheisnotallowedtofollowethicsbyexternalpressure.


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Q.5] Which safeguard steps the management can take so that theaccountant/audition/employeeswillfollowtheethics?Ans.:-(1)Givetheassuranceofnotrelishingforsayingthetruth(2)Goodworkingenvironment(3)Educationaltraining(4)Corporategovernance(5)Createstandards(6)Createproblemssolvingteam(7)Createethicalmodels (8)Stronginternalcontrol (9)Goodcommercialsystem(10)AppointingimportanceofEthics(11)Explainingawardsforfollowingtheethics

Q.6]Howtheethicalconflictbesolved?Ans.:-Thiswehaveseeninearlierchapter.Inthiswaywehaveseentheimportanceof ethics&theirapplicationinall theareas ofbusiness.


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PARTB:BUSINESSCOMMUNICATION

Chapter7:EssentialsofCommunication.Q.1]Whatiscommunication?Whyitisimportant?Ans.:- (1) The word communication is derived from Latin word Communicate whichmeanstoshareideasthoughts&feelings.

(2)Thecommunicationstartsfromthebirthofaperson&evenitisnotendedafterdeath(3) Thus in business world also the communication is the most important factor Theimportanceofhasbeenincreasedduetofollowingreasons:-(i)Thesizeoforganizationhasincreaseduptointernationallevel(ii)Nooftradeunionshasbeenincreased(iii)Theimportanceofhumanrelationshasbeenincreasedalot(iv)Increasingimportanceofpublicrelation(v)Advancementoftechnologyhasincreasedthescopeofcommunication.

Q.2]Explainthecommunicationprocess.Ans.:-(1)SenderThepersonsendingthemessage(2)MessageTheideas/emotionstobecommunicated(3)EncodingConvertingmessageintocodeformat(4)ChannelMediumforsendingmessage(5)ReceiverPersonreceivinghemessage(6)DecodingConvertingbecodelanguageinnormalmessage(7)FeedbackResponsefromthepersonreceivingmessageQ.3]WhatarethetypesofCommunication?Ans.:-Communicationisof2types:Formal&Informal.Theformalcommunicationsareoffollowingtypes(1)DownwardsCommunicationbossestosubordinates(2)UpwardCommunicationsubordinatestobosses(3)HorizontalCommunicationbetweendepartmentmanagers(4)Diagonal/CrosswordBetweendifferentemployeesofdifferentdepartment.Q.4]Explainadvantagesofformalcommunication.Ans.:-(1)Itismosteffectivewayofcommunication(2)Itcoverswholeorganization(3)Itcanbeextendedwithincreasingsizeoforganization(4)Ithelpstokeeppropercontact(5) Itgivesperfectcommunicationsystem.


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Q.5]Explaintheconceptofinformalcommunication.Ans.:- (1) Its a communication without any planning (2) It generates without anylimitation&isalsocalledasGrapeWine(3)Managementhasnocontrolonit(4)followingarethereasonsof increasinginformalcommunication(i)feelingofuncertainty(ii) lackofdirection(iii)lackofselfconfidence(iv)formation awardablegroup(5)FollowingaretypesofGrapewine(i)SinglestrandchainAcommunicatedwithB,BwithC,CwithDetc.

(i) SingleStrandChain

(ii)GossipChainAgossipingwithB,C,D,

(iii)ProbabilityChainAcommunicatedwith3peopleofthem&2communicatedwith4people&soon

(iv)ClusterChainCommunicationingroups

(6)Followingaremeritsof GrapeWine (i) Communicationwithhighest speed (ii) It givesimmediatefeedback(iii)It issupportingtoformalcommunication(iv)Itgivespsychologicalsatisfaction toall. (7)Followingarea limitationofGrapeWine (i) It isnotso credible (ii)Many times it carries incomplete information (iii) There is no assurance of reflectionof information.

Q.6]Giveshortnoteaninterdepartmentalcommunication.Ans.:-(1)Itisthetypeofformalcommunicationwhere2departmentheadscommunicatewitheachother(2)Theimportanceofithasincreasedduetofollowingreasons(i)increaseinnumberofdepartments(ii)Longdistancebetweendepartments(iii)physicalseparationsindepartment(iv)separationofactivitiesofdepartment.

Q.7]ExplainvarietyofMediasofcommunication.Ans.:- Media

Verbal

Oral Written

NonVerbal

Signlanguage BodyLanguage

Visual AudioSign Sign

ThecommunicationcanbemadebyvarietyofMediasasfollows(1)Oralcommunication:-


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(i) According to the research, the oral communication is about 45% of totalcommunication.(ii) It includes:-a)Intra personal(self)Communicationb)Interpersonalcommunication C)Group communication d)Public communication e)Masscommunication(iii)Inoralcommunicationwehavetotakecareoffollowingpoints:-a)understandthe subject b) Analyse the receiver c) be sincere d) use simple language e)be prcised f) Explain the facts g) Assuming nothing h) Be polite I) Avoidinsultingmessage.

(2)Writtencommunication:-(i)Itcreatetheproofofcommunication(ii)Itisthemostformalwayofcommunication(iii)Alongwithaboveprecautionsweshouldusecorrectgrammaticallanguagegoodhandwriting,yourattitude.

(3)Bodylanguage

:-

(I)itisthemosteffectivemeansofcommunication(ii)Itincludesposture,eyecontact,dressingsense,gesture,smile(iii) The best use of body language creates the best impact before startingfor communication.

(4)Paralanguage:-(i)Itisalsononverbalcommunicationbutitisapplicabletoverbalcommunication(ii)Itincludes:-a)Pitchvariationb)Speakingspeedc)Properpaused)wordstresse)volumevariation.E.g.OK,Uknowhowetc.Ifallthesefactorsareusedproperlythen,wecanhaveperfectcommunication.

(5)OthernonverbalMedias:-(i)Silence(ii)Timelanguage:-heretimeisveryimportantfactor.E.g.Someonegivesbetterperformanceinmorning&otherinevening(iii)Proxymies:-(i)Itsaspacebetween2person(ii)Itindicatesimportanceofsuchperson(iii)Itisdividendin4levels:-a)Intimate/close(upto8inches)b)Personal(18inchesto4feets)c)Social(4to12feets)d)Public(12feets&above).Thusallabovewerethetypesofcommunication.

Q.8]Whatistheimpactofgoodcommunication?Ans.:-(i)Goodimpression

(ii)Timesaving(iii)Solvingtheproblems(iv)Easydecisions(v)Increasedproductivity(vi)Goodrelations

(vii)steadyworkflow(viii)Goodresponse.

Q.9]Explainbarrierstocommunication.Ans.:-(i)Noice

(ii)Poortiming(iii)Wrongchannel(iv)Breakdownofnetwork(v)Lackofproperplanning(vi)Psychologicalbarriers


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(vii) Culturalbarriers(viii) Wrongassumptions(ix)Sociopsychologicalbarrierse.g.Bossmaynotgiveimportancetosubordinates

(x)Emotional(xi)Perception(xii) Filteringofinformation(xiii) Overloadofinformation(xiv) Poorrelation(xv) Poorlistening(xvi) Conflictingoals(xvii) Offensivestyleofreceiver(xviii) Insufficientperiodofadjustment(xix) Transmissionloss(xx) Pastreference(xxi) Differentlanguage.

Q.10]Writeshortnoteonyouattitude,Ans.:- (i) It is an assumption in letter writing that the writer is the own reader.(ii) Its advantageisthathewilltakecareoflanguage&useproperwords.

Q.11]Differentformatsofbusinessletter.Ans.:-Page13to24ofthestudymodule.


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Chapter8:InterPersonalCommunicationSkillsQ.1]ExplainICS(Interpersonalcommunicationskills)&itsprinciples.Ans.:-(1)Interpersonalcommunicationisthecommunicationbetween2persons.Itmay beformal&Informal.(2)Itneedsthebestskillswhichcreateourimpressiononthese.(3) Following are the principles of ICS :- (i) Its indispensible i.e. unavoidable (ii) Itis irreversible i.e. cannot be changed. (iii) It is very much complicated (iv) Itdepends onrelation(v)Ithasimpactofenvironmentalfactor(vi)Itdependsonsituationsalso(vii)Ithasimpactofculture.ThuswemustimproveICS.

Q.2]WhatarethecontentsofICS?Ans.:-Itincludesfollowingactivities:-

(i)Collectingtheinformation(ii)Transferringinformation(iii)Creationofunderstanding(iv)Establishinggoodrelations(v)Respectingtheidentityofotherperson.

Q.3]GivetipsforeffectiveICS.Ans.:- (i)Collecttheperfectdata.(ii)Useperfectmedium(iii)Usetheconceptyouattitude(iv)Takethefeedback(v)Beagoodlistener.

Q.4]Giveshortnoteonactivelistening.Ans.:-(i)Itmeansgivingproperresponsetothespeaker(ii)Sayingyesifagreed(iii)Itishelpfultothespeakerforcontinuingthecommunication(iv)Thespeakercanunderstand.Whetherthelisteneriscomfortableornot

(v)Followingarethetipsforactivelistening:-a)Giveattentiontothespeakerb)Show yourinterestinsubjectc)Givereflectionsd)Re-statewhateveryouhavelistenede)Askquestionifrequiredf)Donteveractwithemotions.

Q.5]Giveshortnoteoncriticalthinking.Ans.:-a)Itsateachingtotakeimportantfactsb)HereweshouldignoreirrelevantinformationC) It needs following skills :- i) Analyse course & effect ii) Prepare sequence iii)makecomparisoniv)makeproperrevaluationv)makesomepredictionsaboutfuturevi)check therationality in it vii)Decide the priority viii)make summary of communication (ix)Add ourowninformationwithitD)Thesetechniquewillimprovethefollowingthings:-(i)Personwillbeopenminded(ii)Hewillhavelotofinformation(iii)Hewillmakesomeexperiments(iv)Hewillrememberimportantcontext(v)Hewillbealsotomaketheconclusion.


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Q.6]Giveshortnoteonemotionalintelligence.Ans.:-(i)Asweknowhumanbeingisgiftedwithemotions(ii) sometimes these emotions create limitations on us but many times it gives usthe strength.E.g.Mr.J.R.D.Tatawasnotallowedtoresidein5starhotelsinEnglandstatingthatIndian&dogsarenotallowedDuetothesesademotionsheconstructedhotelTajwhereforeignersneedstomakebookingsbeforecomingtoIndia.(iii) It means that if the emotions are used in a proper way then we can achieve

the greatestthingintheworld.(iv)Theemotionalintelligencereferstothecapacitytorecognizeourownfeelings&tousethemforarebenefit.(v)HereweshouldmakeSWOTanalysistoachievesuccess.(vi)Itgivesusselfawareness,selfconfidence,socialawareness,ethics&goodrelationswithall.

ThuswehaveseenimportanceofICS.


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Chapter9:GroupDynamicsQ.1]Whatisgroup?Giveitsfeatures&types.Ans.:-(i)Groupisacombinationofpersonshavingdifferentskillsbutcommongoal.(ii)Ithasfollowingfeatures(a)Eachgrouphasitsowngoal(b)Eachgrouphasitsownstructure

(c)Formal&Informal(d)Thereispropercommunicationingroup(e) Each group has its own rule (f) Each group has its own climate which depends

on bindingspiritopennesscommunication&motivation.

(iii)Following

are

the

types

of

groups

:-(a)SelfdirectedPeoplecomingtogetherwithoutanycompulsion

(b)QualitycirclePeoplecomingtogetherforcommongoale.g.CAgroup(c)CommitteesTheseareformedformallyforspecificobjectivee.g.sportscommittee(d)TaskForceItissamelikecommitteebuthavingshorttermlife.Q.2]Explaingroupdynamics.Ans.:-(i)Itsaforceofthegroupwhichwecanfeel(ii)Everygroupisdoingtheactivityduetothisforceonly.(iii)Itdependson(a)Spiritofmembers(b)Respectgivenbymemberstoeachother(c)Respectbymemberstovalues&rulesofgroup

(d)Resistancetochangee.g.thegroupmayresistwaychange&itcreatetheforce(e)Thethinkingofagroupe.g.groupofreligionmayhatetheother(f)Thepowerofgroup.Thusthegroupdynamicofeverygroupisdifferent.

Q.3]Whoisleaderofgroup?Whatarehisqualities?Ans.:-Theleaderisthenavigatorofgroup&hehasperformthefollowing:-(1)Selforientedgoals:-(a)Keepingperfectcontrolonselfforcesothatdominationwillnottakeplace.(b)Retiringfromtheteamatrighttime.(c)Havingthemotivationalskills(2)TeamRoles:-(a)Givingencouragementtoallgroupmembers.(b)Creatingproperenvironmentintheteam(c)Givingpropersupporttotheteam(d)Solvingtheconflicts(e)Listeningofall(f)Positivecriticism(g)Keepthetransparencyingroup(h)Maketheinventions.


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(3)Taskrelatedrules:-(a)Acceptingtherealistictask(b)Createtheplans

(c)Makeperfectimplementation(d)Keepthecontrol(e)Createperfectcommunication(f)Giveproperremarksonfulfillingthetask.

Q.4]Explainnegotiationskillsofaperson.Ans.:-GenerallytheleadergetsinvolvedinthenegotiationprocessHecancompletethenegotiationswith4results:-(1)WinLosesituatione.g.wewillwinwhileotherswilllose(2)LoseLosesituationHerebothwillsufferloss(3)WinWinsituationBoththegroupwillwinthesituation(4) Compromise Herebothwill takeafewstepsbackward& will createawinwinsituation.Followingaregeneralrulesofnegotiation:-

(a)Analysetheinternalsituationofus&thatofother(b)Decideourexpectation,terms,conditions,stretchablelimitetc.(c)Select proper technique like starting from minimum level, offering 2-3

proposals givingcommitment,increasingofferetc.(d)Makepropernegotiationusingourstrongpoint&othersweakpoint(e)Generallythenegotiationprocessgoeslikethis

(i)Findingouttheobjectives(ii)Arguments(iii)Gettingthesignals(iv) Keepingproperproposals(v)Packagingofotherthingswithproposal.

(vi) Properbargainingbyboth(vii)Argumentordisagreement.Thus this way the leader plays an important role in bargaining also

which needstheskilltoinfluence&preservation

Chapter10:EthicsofCommunication


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Q.1]What

is

communication

ethics?

Give

its

importance.Ans.:-

(1)Evenifthecommunicationisgoodbutethicsarenotfollowedthenitwillbeofnouse.(2)Everyonemustfollowsameethicsinthiscommunication(3)Everycommunicationreflectstheethicalbaseofthecommunication(4)Itcreategoodimpressionontheoppositepartyitreflectsourpersonalityalso(5)Wemustfollowthecommunicationethicswithourassistantboss,familymembers&everyotherperson.(6)Theethicsincommunicationdependsonindividualethicsaswellasorganizationpolicyalso

Q.2]Whythereisdilemmaincommunicationethics?Ans.:-Thecommunicationethicsstatesthateverythingmustbeproperlydisclosedbutitcreatethedilemmainfollowingsituations.(1)Whensecrecyistobemaintained(2)Whenthecommunicationmayresultinthegreatnegativeimpactonsociety(3)WhenitisGrapevine(4)Whenitisjustarumor(5)Whenthereisanyconfusion(6) When the information can be given with mild sense. E.g. Even if bribe is calledas considerationfees,itisperfectcommunicationbutitisethicallywrong.

Q.3]Whataretheguidelinestofollowethicsincommunication?Ans.:-(1)Createguidelinesforall(2)Keeppropercommunicationsystem

(3)Appointpropermiddleman(4)Motivatehonesty(5)Showconfidenceinemployees(6)makecommunicationintime(7)Keeppenaltyforun-ethicalcommunication.

Q.4]Whatisadvantageofethicalcommunication?Ans.:-(1)Itcreatesgoodimage(2)Perfectcommunication(3)Senseofresponsibility(4)Ifcreategoodenvironmentofselfrespectetc.Inthiswaywehaveseentheimportanceofethicalcommunication.

9 iness ethicscommunicationsimplifiednotesin21pages

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