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Xaviers Institute
of Business Management Studies
MARKS : 80
COURSE:
MBA
SUB: BUSINESS COMMUNICATION
N.
B. : All cases are Compulsory.
CASE
NO. 1
How
to Proofread like a Pro :
Tips
for creating the Perfect Document
You’ve
carefully revised and polished your document, and it’s been sent off to the word-processing
department or a designer to be put into final form. You can breathe a sigh of relief, but only
for the moment : You’ll still be proofreading what comes out of the printer. To ensure that any document is error-free,
always proofread the final version.
Following are some hints to help make your proofreading more effective.
§ Multiple
passes – Go through the document several times, focusing on a different aspect
each time. The first pass might be to
look for omissions and errors in content; the second pass could be for layout,
spacing, and other aesthetic features; a final pass might be to check for
typographical, grammatical, and spelling errors.
§ Perceptual
tricks – Your brain has been trained to ignore transposed letters, improper
capitalization, and misplaced punctuation.
Try (1) reading each page from the bottom to the top (starting at the
last word in each line,) (2) Placing your finger under each word and reading it
silently, (3) making a slit in a sheet
of paper that reveals only one line of type at a time, and (4) reading the
document aloud and pronouncing each word carefully.
§ Impartial
reviews – Have a friend or colleague proofread the document for you. Others are likely to catch mistakes that you
continually fail to notice. (All of us
have blind spots when it comes to reviewing our own work)
§ Typos
– Look for the most common typographical errors (typos): transposition (such as
teb), substitution (such as economic), and omission (such as productivity)
§ Mechanics
– When looking for errors in spelling, grammar, punctuation, and
capitalization, if you’re unsure about something, look it up in a dictionary, a
usage book, or another reference work.
§ Accuracy
– Double –check the spelling of names and the accuracy of dates, addresses, and
all numbers (quantities ordered, prices, and so on). It would not do to order 500 staples when you
want only 50.
§ Distance
– If you have time, set the document aside and proofread it the next day.
§ Vigilance
– Avoid reading large amounts of material in one sitting, and try not to
proofread when you’re tired.
§ Focus
– Concentrate on what you’re doing. Try
to block out distractions, and focus as completely as possible on your
proofreading task.
§ Caution
– Take your time. Quick proofreading is
not careful proofreading.
Proofreading
may require patience, but it adds creditability to your document.
Career
Applications :
1. What qualities does a person need to be a
good proofreader ? Are such qualities inborn, or can they be learned ?
2. Proofread the following sentence :
application of these methods in stores
in San Deigo nd Cinncinati have resulted in a 30 drop in robberies an a 50
percent decling in violence there, according at the developers if the security
system, Hanover brothrs, Inc.
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CASE
NO. 2
ACTIONS
SPEAK LOUDER THAN WORDS ALL AROUND
THE
WORLD
“He
wouldn’t look me in the eye. I found it disconcerting
that he kept looking all over the room but rarely at me,” said Barbara Walters
after her interview with Libya’s Colonel Muammar al-Qadhafi. Like many people in the
Nonverbal communication varies widely
between cultures, even between subcultures, and the differences strongly affect
communication in the workplace. Whether
you’re trying to communicate with your new Asian American assistant, the
Swedish managers who recently bought out your company, the African American
college student who won a summer internship with your firm, or representatives
from the French company you hope will buy your firm’s new designs, your efforts
will depend as much on physical cues as on verbal ones. Most Americans aren’t usually aware of their
own nonverbal behavior, so they have trouble understanding the body language of
people from other cultures. The list of
differences is endless.
§ In
§ Finnish
female students are horrified by Arab girls who want to walk hand in hand with
them.
§ Canadian
listeners nod to signal agreement.
§ Japanese
listeners nod to indicate only that they have understood.
§ British
listeners stare at the speaker, blinking their eyes to indicate understanding.
§ People
in the
§ Saudis
accept foreigners in Western business attire but are offended by tight –
fitting clothing and by short sleeves.
§ Spaniards
indicate a receptive friendly handshake by clasping the other person’s forearm
to form a double handshake.
§ Canadians
consider touching any part of the arm above the hand intrusive, except in
intimate relationships.
It may take years to adjust your nonverbal
communication to other
cultures,
but you can choose from many options to help you prepare. Books and seminars on cultural differences
are readily available, as are motion pictures showing a wide range of
cultures. You can always rent videos of
films and TV shows from other countries.
Examining the illustrations in news and business magazines can give you
an idea of expected business dress and personal space. Finally, remaining flexible and interacting
with people from other cultures who are visiting or living in your country will
go a long way toward lowering the barriers presented by nonverbal
communication.
Career
Applications :
1. Explain how watching a movie from another
country might help you prepare to interpret nonverbal behavior from that
culture correctly.
2. One of your co-workers is originally from
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CASE NO. 3
MASTERING
THE ART OF CONSTRUCTIVE CRITICISM
To become better writers,
people need to be evaluated, but taking criticism
from
others is often difficult. The way you
tell someone “ You did it wrong” can
destroy goodwill and cooperation, or it can build the relationship and help the
person learn from the mistake, improve performance, and retain
self-esteem. To criticize more
constructively, follow these suggestions :
§ Get
all the facts first : Don’t accept hearsay or rumors.
Find out specifically who did or said what,
when, where, why, and how
§ Don’t
act in haste : Never act while you’re angry.
Think things out before you write or speak, and then explain your
criticism calmly, rationally, and objectively.
§ Phrase
your remarks impersonally : Criticize the mistake, not the person. Focus your remarks on the action only, and
analyze it thoughtfully.
§ Never
criticize in an offhand manner : Treat the situation seriously. Take the time to state the problem in detail,
explaining what was wrong and why.
§ Avoid
an abusive tone : Ridiculing someone, talking down to a person, or using
sarcasm prevents people from accepting what you have to say.
§ Make
the offense clear : Don’t talk in generalities.
Be specific about exactly what was done wrong.
§ Preface
the criticism with a kind word or a compliment : Start with a few words of
praise or admiration, saying how much you value the person. First the good news, then the bad.
§ Supply
the answer : Explain how to do things right.
Don’t dwell on the mistake, emphasize how to correct it and how to avoid
repeating it.
§ Ask
for cooperation : Don’t demand cooperation.
Asking makes the person feel like a team member and provides an
incentive to improve.
§ Limit
yourself to one criticism for each offense : Don’t dredge up or rehash past
mistakes. Focus on the current problem.
§ End
on a friendly note : Don’t conclude by leaving things up in the air, to be
discussed again latter. Settle them now,
and make the close friendly. Give the
other person a pat on the back. Let the
last memory of the matter be a good one.
§ Forgive
and forget : Once the criticism has been made, let the person start with a
clean slate. Avoid looking for more
mistakes, and give the person a chance to improve.
§ Take
steps to prevent a recurrence : Follow up to make sure the person is acting on
your suggestions and doing things right.
If
you follow these guidelines, constructive criticism can benefit you, your
company, and – most important – the person you’re criticizing.
Career
Applications :
1. Think back over the lessons you’ve learned
in life. How did you benefit from some
one telling you the truth about something you were doing wrong ?
2. With a partner, role-play a situation in
which one of you is the boss and the other an employee. The boss is angry because the employee
repeatedly arrives late for work, takes long lunches, and leaves 5 to 10 minutes
early. However, the employee’s work is
always excellent. After the role-play,
analyze what the boss did right and what could be improved.
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CASE NO. 4
WHAT
YOU MAY LEGALLY SAY IN A SALES LETTER
As you prepare to write your
sales letter, think carefully about your choice
of
words. False or misleading statements
could land you in court, so make sure your language complies with legal and
ethical standards. To keep your sales
letters within the limits of the law, review the legal considerations of these
typical sales phrases :
§ “Our
product is the best on the market.” – This statement is acceptable for a sales
letter because the law permits you to express an opinion about your
product. In the process of merchandising
a product, statements of opinion are known as “puffery,” which is perfectly
legal as long as you make no deceptive or fraudulent claims.
§ “Our
product will serve you well for many years to come.” This statement from a
sales brochure triggered a lawsuit by a disgruntled customer who claimed the
manufacturer’s product lasted only a few years.
The courts ruled that the statement was an acceptable form of puffery
because the manufacturer did not promise that the product would last for a
specific number of years.
§ “We’re
so confident you’ll enjoy our products that we’ve enclosed a sample of our most
popular line. This sample can be yours
for only $5.00! Please send your payment
in the enclosed, prepaid envelope.” If
you include a product sample with your sales letter, your readers may keep the
merchandise without paying for it. Under
the law, consumers may consider unordered goods as gifts. They are not obligated to return the items to
you or submit payments for unsolicited merchandise
§ “Thousands
of high school students – just like you – are already enjoying this fantastic
CD collection ! Order before March 1 and save !” If your sales letter appeals
to minors, you are legally obligated to honour their contracts. At the same time, however, the law permits
minors to cancel their contracts and return the merchandise to you. Sellers are legally obligated to accept
contracts voided by minors and any goods returned by them. Legal adult status is defined differently
from state to state, ranging from age 18 to age 21.
§ “You’ll
find hundreds of bargains at our annual scratch and dent’ sale! All sales are final on merchandise marked as
is.” When you use the term as is in your
sales letter, you are not misleading customers about the quality of your
products. By warning consumers that the
condition of sales items is less than perfect, you are not legally obligated to
issue refunds to customers who complain about defects later on.
Career Applications :
1. Review two sales letters for content. List the “Puffery” statements in each letter.
2. Note any statements in these sales letters
that appear questionable to you. Rewrite
one of the statements, carefully choosing words that won’t be misleading to
consumers.
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CASE NO. 5
MINDING
YOUR BUSINESS WITH ONLINE REPORTING
Mrs.
Fields uses them. Mrs. Paul’s uses
them. However, you don’t have to be in
the cookie or fish business to work with electronic reports. More and more companies are adopting
electronic reports over hard-copy reports to keep employees, managers,
investors, and other stakeholders informed.
Computerized cash registers in Mrs.
Fields cookie outlets are the heart of a sophisticated reporting system for
monitoring and controlling operations.
Rather than taking the time to write reports by hand, store managers
enter data into the computer system by following report formats on their
screen. Then they electronically transmit these reports to corporate
headquarters in
At Mrs. Paul’s a computerized reporting
system allows production managers to continuously monitor and control the yield
from the company’s fish – processing operation.
The system calculates the production yield using the weight of the fish
before it’s processed, the weight if abt scraosm and the weight of the finished
fish meals. If the reports show that the
actual yield drops below the expected yield, the managers can immediately
adjust the equipment to improve the yield.
The production managers have instant access to electronic reports at
each stage of the operation, so they can find and fix problems more quickly
than if they had to wait for printed reports.
FedEx, the well-known package-shipping
firm, uses extensive satellite and computer technologies to track the location
of every package in the company’s system.
Customers can then access electronic reports to monitor the status of
their shipments at any time. This tracking system not only helps the company
serve its customers better, but it puts valuable information in the hands of
customers with a click of the mouse. Like many companies, FedEx posts an
electronic copy of its annual report and other corporate informational reports
at its website.
As Mrs. Fields, Mrs. Pauls, FedEx, and
other companies know, keeping customers, employees, investors, and other
stakeholders informed with electronic reports is the only way to do business in
the global workplace.
Career
Applications
1. What advantages and disadvantages do you
see in asking store managers at Mrs. Fields to file electronic troubleshooting
reports immediately on the company’s intranet ?
2. What kinds of electronic reports might a
company want to post on its website ?
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