MBA I Sem Business Communication

Important Questions to Prepare

SECTION A Short Answer Questions

1. Discuss elements of communication.
2. Explain characteristics of communication.
3. What is the role of feedback in communication?
4. Tell in brief the concept of the communication network in organization.
5. What do you mean by barriers in communication?
6. Define Importance of feedback.
7. Define upward flow of communication.
8. Define horizontal communication.
9. Elaborate two sides of Oral Communication.
10. What do you mean by Clarity in Writing? Why is it important? Discuss.
11. Write a short note on listening.
12. Give tips to deal with rumor.
13. What do you mean by writing skills?
14. What do you mean by effective writing?

SECTION B Long answer questions

1. Define Communication. Discuss various characteristics of successful communication.
2. “Communication is the sum of all things one person does to create understanding in the mind of another‟
Elucidate.
3. Explain upward communication in the context of a business organization. Why it is not very effective in many of
the cases?
4. What factors would you keep in mind for effective business communication?
5. “In business communication courtesy and clarity are as important as conciseness and completeness”. Discuss.
6. “A good system of communication makes use of both oral as well as written messages”. Explain.
7. Explain the objectives of communication in business.
8. What are the skills involved in effective writing?
9. Differentiate between oral and written communication.
10. How do preciseness and conciseness influence writing? Discuss.

SECTION C Long answer questions:

1. Discuss Communication Structure in an organization with suitable examples.
2. Explain the need for communication in a modern business.
3. Explain the principle of consideration in the context of business communication.
4. Explain the various channels of communication used in modern organisation.
5. Discuss the various methods of communication.
6. Briefly explain the seven C‟s of effective communication.
7. Define Noise. Discuss different types of Barriers to communication.
8. Discuss different principles of successful oral communication
9. Differentiate between oral communication and written communication.
10. Under what circumstances will you, as a manager, prefer written communication over oral communication?
11. What are the main barriers of communication? Give suggestions to remove them.
12. Explain the various channels of communication used in modern organisation.
13. What is 3X3 Writing Process? Discuss its requirement in effective writing.
14. Define non-verbal communication, How is it related to verbal communication?
15. State the meaning and forms of non-verbal communication.
16. Explain the considerations for adaptation and selection of words for effective business communication.
17. Briefly explain the guidelines for written business communication.
18. Briefly state the barriers to active listening.
Letters

Example 1: You manage the supply of books in the school library. Write a letter for placing the order for the books
to the Vikas Publishing House Ltd. (100-150 words)

Delhi Public School

Sector 12, RK Puram, New Delhi- 110022

5 January 2021

To
Vikas Publishing House Ltd.
Darya Ganj, Central Delhi, New Delhi- 110002

Subject- Placing an order for books for the school library

Dear Sir

I would like to place an order with you for the following books.
English Grammar Class 8th 20 Copies

English Grammar Class 9th 30 Copies

Higher Mathematics Class 11th 10 Copies

Higher Mathematics Class 12th 20 Copies

The Story of My Life- Helen Keller Novel 15 Copies

Kindly ensure that the books are of the latest edition and in proper state. It is a request to deliver these books latest by 5
January 2021 and bills for the same shall be cleared at the time of delivery. Please offer a suitable discount on the
purchase.

Thanking you

Yours faithfully

Vaibhav
Library Manager

Example 2: You wish to do Spanish learning course from an institute. Write a letter to enquire about course
details.

584, Defence Colony

Dehradun, Uttarakhand- 24801

21 February 2021

To
The Manager
Learn a Language
Connaught Place, Uttarakhand- 248001
Subject- Enquiring about Spanish learning course

Sir/ Ma‟am

I wish to enquire about the Spanish learning course offered by your institute. Since I have basic knowledge of Spanish
language priorly, I wish to learn the language at an advanced level.

I request you to provide the following details relating to the advance level Spanish learning course-
1. fee of the course 2. duration of the course
3. Course material 4. Class schedule
5. batch size (if any) and; 6. other relevant details
Please attach the complete brochure along with the letter. I look forward to a quick response regarding the enquiry.
Thanking you

Yours truly
Kritika

Example 3: You are in-charge of purchase for Turbo Automobiles Ltd. Last week you made an order which is still
pending. Write a letter to the manager of ‘Tools & Spares’ for the cancellation of the aforementioned order

Turbo Automobiles Ltd.

Pahar Ganj, Central Delhi, Delhi- 110055

3 March 2021

To
The Manager
Tools & Spares, Delhi- 110065

Subject- Cancellation of order no. TS/948 dated 6 September 2020

Sir
I want to draw your attention to an order made with you on 6 February 2020 w.r.t order number TS/948. I hereby make a
kind request to cancel this order.

Our company had undertaken a project for which this order was made. However, we are no longer doing the project and
hence we do not require the items that we ordered from you. Since the order cancellation request is made within 10 days
of the order placement, it is in compliance with your firm policies. No payment had been made and thus, there are no
outstanding balances and the accounts stand clear.

Please confirm the cancellation of the order at the earliest. I shall make the cancellation payment after cancellation is
confirmed. I have enclosed a copy of the original order receipt.

Thanking you

Yours faithfully
Sarvesh
Purchase in-charge
Example 4: You went for a vacation with your family to Manali and stayed in hotel Vikrant & Co. However, you
are not satisfied with their service. Write a letter describing your stay and providing relevant suggestions.

H.No.32
Defence Colony
South Delhi, New Delhi- 110039

11 March 2021

To
The Hotel Manager
Vikrant & Co., Manali
Uttarakhand- 360087

Subject- Complaint and feedback letter

Dear Sir

I wish to inform you about my stay at your hotel from 02/03/2021 to 06/03/2021. I regret to inform you that my family
and I are quite unsatisfied with the stay at your hotel.

We came to know about your hotel from a travel site. Although the pictures and reviews were quite decent, the actual
experience didn‟t conform to the standards. For instance, the bed sheets and quilts were dirty; the staff was not
cooperative and the room service was slow. We were made to pay separately for the cab service even though the website
mentioned that the accommodation charges included a free cab.

I suggest you look into these matters carefully as they will help to improve your service and ensure a better experience for
the customers. Moreover, it would be better if you could mention the correct information about the facilities, which you
are willing to provide on the partner websites.

Thanking you

Yours truly
Sudip Mishra

Example 5: You are the owner of Jatin & Brothers Ltd. You have received a lot of orders from various customers.
Write a letter to one of the customers informing them about delay in fulfillment of their order
Jatin & Brothers Ltd.
Lajpat Nagar, New Delhi- 110045

14 March 2021

To
The Manager
Krishna Production
Jaipur, Rajasthan- 450008

Subject- Regarding delay in order

Sir
We hereby write to inform you that your order no. 582/JPL which was due for delivery on 12 March 2021 would be late
by a few days.

Due to the peak season, we have received orders in bulk. Some of these are urgent and need to be completed without any
delay. With reference to our previous conversation, we think you will not have a problem with the delay since you do not
have an urgency. We will update you regarding the confirmed date of delivery soon, however, I assure you that it will be
delivered to you before 20 March 2021.

We apologise for the inconvenience caused. Looking forward to your cooperation.

Thanking you

Yours truly
Jatin Sharma

Example 6: Write a letter to M/s. Oxford Publishing House, London complaining that the books sent by them were
not those you had ordered for. Ask for a replacement.

Sector-20, Chandigarh

February 20, 2021

M/s. Oxford Publishing House

Consumer Complaint Division
London

Subject- Complaint regarding receipt of wrong set of books.

Sir/Madam

On February 1, 2021 I bought a book set (Order No. 000154) to be delivered to Chandigarh, Sector-20. To my dismay, I
have not received the set I ordered for and have instead, received the wrong book set. I am highly disappointed.

To resolve the problem, I would appreciate it if you could replace the wrong book set with the one originally ordered.
Please let me know as soon as possible what action you propose to take.I look forward to hearing from you within the next
ten days. Enclosed are copies of the transaction document and the receipt. I look forward to your reply and a resolution to
my problem and will wait until the aforementioned time before seeking help from a consumer protection agency or the
Better Business Bureau. Please contact me at the above address or by phone at 098100XXXXX.

Sincerely,
Varun Joshi

Enclosure(s)- Copy of receipt and transaction docs.

Example 7: You are Sanjeet of 122, Arjun Nagar, New Delhi. A number of scooters and cars are parked in your
locality without any order, causing blockage of the streets. Write a letter to the local Secretary of the Resident’s
Association complaining against this problem.

122, Arjun Nagar

New Delhi

February 20, 2021

Secretary
Resident‟s Association
New Delhi

Sir

Subject- Complaint regarding the issue of bad parking habits in the locality.
I would like to drive your attention to the bad parking habits of residents in our locality. It is resulting in a lot of chaos and
no place for parking for those who come back late. Despite defining the area assigned to each vehicle, cars are parked
amidst two parking spots. One vehicle occupies the space for 2-3 vehicles leading to mismanagement. Two-wheelers are
placed nowhere near the allotted zone. This creates problems for other people as they have to then spend a lot of time
finding parking spots in other localities. It induces frustration and tension for the safety of vehicles. Various notices and
warnings have been given to the rule-violators, but to our dismay, no betterment can be seen. I request you to take strict
action as this is leading to fights between the residents. Effective and speedy action is expected considering the depth of
the situation.

Yours Sincerely
Sanjeet
A concerned citizen

Example 8: You are Rahul living at 7, Raven Organics, Orchard Road Mumbai. You purchased a washing
machine last week from Tirupati Stores Nampally , Mumbai but it is not working properly. Write a complaint
letter to the dealer to raise the issue regarding the same with necessary details.

Raven Organics 7
Orchard Road Mumbai-21

26th July 2022

The Marketing Manager

Tirupati Stores, Nampally
Mumbai

Subject: Complaint about defective „VIP‟ washing machine

Dear Sir
I had purchased an automatic washing machine on 15 July 2022, model no. G 24 and the invoice no. is 1598.
Last week, the machine stopped working abruptly and has not been working since then despite all our efforts. The
machine stops running after the rinsing process is completed, causing a lot of problems. Moreover, the machine since the
last day or so has also started making loud noises, creating inconvenience for us.
Please send your technician to repair it and if needed get it replaced within the following week.

Hoping for an early response

Yours truly
Rahul

Example 9: As Ms. Poonam Batra write a letter of complaint to the Customer Care Manager of BeatO Diabetes
Care, New Delhi, complaining against the damaged glucometer supplied to you. Ask for a replacement and make a
complaint asking for no extra cost due to the inconvenience.

22-F, Ashadeep Apartments

Jwalapur, Haridwar

16th May 2022

The Customer Care Manager

BeatO Diabetes Care
New Delhi

Subject: Replacement for the damaged glucometer received

Dear Sir
I had ordered your BeatO Glucometer online and received the order yesterday afternoon with parcel number 49000147728
dated 12th May 2022.

I want to raise a complaint against the quality control and dispatch section of your company as the glucometer that I
received is damaged when opened upon arrival. The glucometer is not working when connected to the smartphone and has
a manufacturing defect.

The device cannot be used and therefore, I am returning it to you through a parcel. I would like to request you to replace
this free of cost.

Looking forward to a prompt reply from you

Sincerely Yours

Poonam Batra

Encl: BeatO Glucometer complete with chips, case, literature.

Example 10: You are Kushal living at 123, Gaur City, Bengaluru.The continuous leaking of drain pipes in your
colony is causing diseases and health complications for the residents. Write a complaint letter to the Municipal
Commissioner to take necessary actions regarding the same.

123, Gaur City

Bengaluru

31st March 2022

The Municipal Commissioner

Gaur City
Bengaluru

Dear Sir

Subject: Leakage in drain pipes in the colony

I have been a resident of Gaur City for the past three years. I would like to bring to your notice the unsanitary conditions
in our colony caused due to the continuous leakage in the drain pipes.

The leakage in pipes has for the past month or so been a regular. This has caused an unpleasant smell to stay continuously
in the colony and now has even led to it attracting mosquitoes and making our colony a breeding ground for them. These
unsanitary conditions have caused several children in the society to fall ill and some even to be hospitalized.

The conditions have remained so for a long period of time with the authorities taking no action even after repeatedly
complaining. You are requested to take an immediate remedial action to set the conditions in order

Hoping for a response and action against the authorities.

Yours truly
Kushal