1. Kamal is working as a gang boss in the assembly unit of ‘Sokia Ltd.

’, a laptop manufacturing
company. He supervises the work of ten trained workers who perform the various activities related
to the assembly of the laptops. One day when he was supervising the work of his workers, he told
Ashok, a worker that his work could be improved. Ashok interpreted the comments of Kamal as that
his work was not good. Identify the type of barrier to effective communication in this case.(2019)

Ans: Semantic barrier

2. Kunal joined as a shop level manager in the Production department of a textile company in the
year 2005. Because of his good work, he became the Deputy Production Manager of the company in
the year 2010. He had status and prestige and was well respected by all in the company . On 1st
March, 2019, he was promoted as the General Manager of the company. Kunal was very happy on
his promotion as now he had become what he was capable of becoming. As a good manager, Kunal
decided to motivate his subordinates, after understanding the Need Hierarchy theory which is based
on various assumptions. He realised that people’s behaviour is based on their needs and the
manager can influence the behaviour of his employees by satisfying their needs. (a) One of the
assumptions of Need Hierarchy theory is stated in the above paragraph. State the other three
assumptions of this theory. (b) State the needs of Kunal which are being satisfied through
promotion.(2019)

Ans: A. needs are in hierarchical order, satisfied need can no longer motivate a person, person
moves to the next higher level. B. Esteem Needs, Self actualisation needs

3. Mark Nar, a Latin American while closing a business deal with a businessman from Spain, used a
word which was considered offensive in Spanish when translated. This made the Spanish
businessman upset and he backed away. Name the semantic barrier to effective communication.
(2019)

Ans: Badly expressed message

4. Handsen is the CEO of Newcastle Enterprises, one of the world’s most successful companies. His
20 success stories have been well documented. He chooses highly motivated and capable managers
who can perform their tasks creatively and adequately without his help. He allows the group
members to work on their own tasks and resolve issues themselves. He intervenes, but only when
needed to correct an unfavorable situation. He does not use power unless it is absolutely essential.
He even allows mistakes to happen for his people to learn from them. He supports them and
supplies them the required information to complete the assigned task. (a) Identify the leadership
style adopted by Handsen. (b) With the help of a diagram, explain the other two leadership styles
based on the use of authority(2019)

Ans: Laissez Faire leadership style

5. Sandhya is a successful manager at Manisons Enterprises. She has a team of twelve people
working under her. She encourages them to set their own objectives and take decisions. She
respects their opinions and supports them, so that they can perform their duties and accomplish
organisational objectives. To manage and exercise effective control she uses forces within the group.
As an intelligent manager, at times, she also makes use of positive aspects of informal
communication. This way, she is able to unify diverse interests and ensure that targets are met. a.
There are many theories and styles of influencing people’s behaviour. Identify the style used by
Sandhya which is based on the use of authority. b. State two positive aspects of the communication
discussed above, which Sandhya is using as an intelligent manager(2018)

Ans: democratic

6. Ram Murthy, the CEO of ‘Goodcare Hospitals’, a leading chain of hospitals, decided to reward the
good work of the doctors of his organisation. For this he instituted two running trophies. A
‘Healthcare Achievers Trophy’ to acknowledge and appreciate the tireless efforts of the doctors who
rendered selfless services to the patients and another ‘Beti Bachao Trophy’ to recognise the
outstanding work done by the doctors in saving the girl child. The CEO also wanted to improve the
health services in rural areas all over the country. He decided that all doctors must work in rural
areas for at least six months. He also decided that the paramedical staff should be employed locally.
a. Identify the incentive provided by ‘Goodcare Hospitals’ to its doctors through running trophies. b.
Which need of the doctors will be satisfied through the incentive identified in part (a) ? State. c.
State any two values that the CEO of ‘Goodcare Hospitals’ is trying to communicate to the
society(2018)

Ans:a. non financial(employee recognition programme), b. esteem need

7. Avdhesh is the Managing Director of Delta Ltd. The company had established a good name for
itself and had been doing well. It was known for timely completion of orders. The Production
Manager, Ms. Priyanka was efficiently handling the processing of orders and had a team of ten
motivated employees working under her. Everything was going on well. Unfortunately, Priyanka met
with an accident. Avdhesh knew that in the absence of Priyanka, the company may not be able to
meet the deadlines. He also knew that not meeting the deadlines may lead to customer
dissatisfaction with the risk of loss of business and goodwill. So, he had a meeting with his
employees in which accurate and speedy processing of orders was planned. Everybody agreed to
work as team because the behaviour of Avdhesh was positive towards the employees of the
organisation. Everyone put in extra time and efforts and the targets were met on time. Not only this,
Avdhesh visited Priyanka and advised her to take adequate rest. (a) Identify the leadership style of
Avdhesh and draw a diagram depicting the style. (b) Also, identify any two values highlighted by the
behaviour of Avdhesh.(2017)

Ans: a. Democratic or Participative Leadership style, (b) Values involved (i) Positive attitude towards
employees (ii) Considerate towards employees’ health and their well-being

8. Mr. Fernandes is the owner of Unibie Enterprises, carrying on the business of manufacturing
electrical appliances. There is a lot of discontentment in the organisation and targets are not being
met. He asked his son, Michel, who has recently completed his MBA, to find out the reason. Michel
found that all decision making of the enterprise were in the hands of his father. Moreover, his father
did not have confidence in the competency of the empolyees. Thus the employees were not happy.
(a) Identify any two communication barriers because of which 'Unibie Enterprise' was not able to
achieve its target. (b) State one more barrier each of the types identified in part (a) above(2016)

Ans: a. Organisational Barriers, Personal Barriers. B. Rules and regulations. Fear

9. ‘A.S. Environs Ltd.’ is dealing in Environment-Consultancy. To get the business, the team leader
and his team used to travel to different states to give presentation to their clients. As per the policy
of the company, the team leader used to travel by air whereas his team travelled by road/train. It
was not only time consuming but also at times forced the female team members to travel alone. As
a result the subordinates were not acting in a desired manner to achieve organisational goals. The
CEO of the company came to know about it. He called the team leader, discussed the matter with
him and decided to change the travel policy of the company. It was decided that in future all the
members including the leader would travel together and usefully utilise the travelling time in
discussion about the presentation to be given to the clients. This made a positive impact and every
member of the team started acting in a manner as desired by the team leader.(2016)

Ans: a. Motivation, b. Features: Is an inherent feeling, goal-oriented behaviour, Can be both positive
and negative:, complicated process.

10. Prateek is working in a multi-national company in Noida. He was running temperature for the
last many days. When his blood was tested, he was found positive for malaria. He was admitted in
the hospital and a blood transfusion was advised by the doctors as his condition was very serious.
One of his collegues sent a text message to his superior 'Mr. B. Chatterjee'. Mr. B. Chatterjee,
immediately sent a text message to the employees of the organisation requesting them to donate
blood for Prateek. When the General Manager came to know about it he ordered for fumigation in
the company premises and for cleaning the surroundings. (a) From the above para quote lines that
indicate formal and informal communication. (b) State any two features of informal communication.
(c) Identify any two values that are being communicated to the society in the above case. Ans. (a) i)
I(2016)

Ans: (a) i) Informal Communication- "Colleague sent a text message to his superior"; Formal
Communication- "When the General Manager came to know about it, he ordered for fumigation in
the company premises and cleanliness of the surroundings"

11. Neha was a regional sales manager in 'Good Look Garments Ltd' for ten years. On the retirement
of the marketing manager Neha applied for the same post as she was extremely ambitious and had
dedicated all her energies to obtain the post of marketing manager. However, the top management
of the company decided to fill this post by selecting a better person from outside the company.
Because of this Neha was heartbroken and her performance declined. When the new marketing
manager joined, one of her major problems was how to motivate and inspire Neha to her former
level of performance? Suggest any three non-financial incentives that the new marketing manager
may use to motivate Neha.(2015)

Ans: Job enrichment, Employee recognition, Employee participation, Employee empowerment, Job
security

12. Huma is working in a company on a permanent basis. As per the job agreement she had to work
for 8 hours a day and was free to work overtime. Huma worked overtime, due to which she fell ill
and had to take leave from her work. No one showed concern and enquired about her health. She
realized that she was fulfilling only some of her needs while some other needs still remained to be
fulfilled. (i) By quoting the lines from the above para, identify the needs of Huma which she is able to
fulfill. (ii) Also explain two other needs of Huma followed by the above needs, which still remained to
be satisfied.(2014)

Ans: (i) Needs of Huma followed by the above needs, which she is able to fulfill: Physiological needs
and safety/ security needs ‘Huma is working in a company on a permanent basis’ (ii) Needs of Huma
which still remained to be satisfied are: -Affiliation/ belongingness needs, -Esteem needs

13. Blue Birds Ltd. offers to its employees to issue shares at a price which is less than the market
price. (i) Name and explain the type of incentive offered to the employees. (ii) Explain one more
incentive of the same category(2010)

Ans: s Stock Option, Another incentive of the same category, i.e., financial incentives is Retirement
Benefits