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MCM301 QUESTION ANSWERS
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What is communication?
Communication is a process, which involves sharing of information between people
through a continuous activity of speaking, listening, and understanding.
What do we study in this course?
This course will help you in improving your communication skills generally and business
communication skills specifically by equipping you with the necessary proficiency and
factors to be kept in mind for successful communication.
What are the different elements or factors involved in the process of
Sender Message Channel Receiver Feedback
Why studying communication or communication skills is important?
Communication is a learned skill. Most people are born with the physical ability to talk.
But in order to speak well and communicate effectively we have to learn the art and
improve upon our ability to talk.
What do we mean by noise in communication?
Noise is any type of barrier that hinders the process of communication. For example, a
disturbing sound in the background when two persons are talking on telephone, poor use
of vocabulary, etc.
What is feedback?
Feedback is the receiver’s response towards a message. It is important because it helps
sender analyzing the success of the whole process of communication. It may also help in
identifying the barriers (if any) to communication.
What is Mass Communication?
Mass communication is the process of sending messages to large, public, dissimilar,
anonymous, distant audiences using some intermediate instrument of transfer.
What is Mass Media?
Mass Media are the mediums or media used for mass communication like newspaper,
magazine, radio, television, VCR, etc.
What is the difference between communication and mass communication?
Communication is the process of sharing information at all levels i.e. it may include
person to person communication, group communication, mediated communication (e.g.
talking on telephone) etc. But mass communication is specifically the sharing or transfer
of information that takes place at mass level (i.e. involving large, dissimilar, anonymous audiences) via mass media.
What is probing and encoding?
Probing is the fourth category of feedback in which the other person attempts to gain the
additional, informative and investigating material for feedback or we can say that he tries
to find out the truth. Encoding is the process of transforming information from one
format into another. The opposite operation is called decoding.
What is mediated communication?
Mediated communication occurs when two (or a few) people use some intermediate
means for carrying their messages. They do not communicate face to face and thus do not
have direct feedback. Mediated communication often uses a mechanical or electrical
device to transmit or receive messages. Examples include the telephone, closed-circuit
television, radio, radar, and the communication satellite. Mediated communication also
occurs through letters, reports, forms, and interoffice memoranda.
What is the difference between mediated and mass communication?
Mass communication includes messages sent to large, public, dissimilar, anonymous,
distant audiences using some intermediate instrument of transfer. The instruments include
electronic (for example, radio, television, tape, and film) and print (for example,
newspaper, magazine, book, pamphlet, brochure, direct-mail campaign). The "mass
media," as they are often called, have grown to include the print media of books,
newspapers and magazines, the electronic media of television, radio, and audio/video
recording, and the new media of computers and computer networks. Mediated
communication occurs when two (or a few) people use some intermediate means for
carrying their messages. They do not communicate face to face and thus do not have
direct feedback. Mediated communication often uses a mechanical or electrical device to
transmit or receive messages. Examples include the telephone, closed-circuit television,
radio, radar, and the communication satellite. Mediated communication also occurs
through letters, reports, forms, and interoffice memoranda.
What is the difference between impromptu and extemporaneous speech?
When you speak extemporaneously you are literally making up the words of your speech
as you go. That does not mean that you do not do preparation. Rather, as you rehearse
you work from an outline or speaker notes that remind you of the progression of ideas in
your speech. The impromptu speech occurs with little or no time for preparation. There
are reduced chances for analyzing the audience, and therefore organizing and encoding
requires a fast-thinking speaker. Some communication experts say that an impromptu
speech is delivered without any preparation or on the spur of the moment and an
extemporaneous speech is given without any notes, but some thought is given to the
What basic characteristics distinguish nonverbal from verbal communication?
Nonverbal communication is interpersonal communication through nonlinguistic means
and in verbal communication we use words (in writing or spoken) to communicate. In the
verbal communication process, the verbal and nonverbal messages need to be consistent
with one another; when they contradict with one another, the nonverbal message typically
expresses true feelings more accurately than does the verbal element.
What is the significance of body language in communication?
Body language is clearly central to good communication and is particularly important
when attempting to communicate across cultural and language barriers. In some cultures,
the spoken word is by far the most important communication tool like for native
Americans but in other cultures, however, the way words are spoken along with the
gestures, posture and facial expressions that accompany those words is of greater
What is slang?
Slang is the use of highly informal words and expressions that are not considered
standard in the speaker's dialect or language. Slang is very often colloquial; the language
and dialect tend to be specific to a particular territory.
How do emotional appeals differ from logical appeals?
An emotional appeal calls on human feelings, basing the argument on audience needs or
sympathies; however, such an appeal must be subtle. A logical appeal calls on human
Q.1 (marks 5)
To write a successful resume You need to convey seven qualities that exployers seek. List down these qualities:
To write a successful résumé seven qualities are needed that employers seek are as follows:
Q.2 ( marks 5)
What do u know about indirect-inquiry letters?
Indirect-inquiry letters are used to ask for general information. Indirect-inquiry letter cannot be used for one or more specific questions, it is used when someone need general information. It opening is less specific than direct-inquiry letters. The opening of the indirect letter should not be that much general that recipient will face difficulty while responding.
Q.3 ( marks 5)
What is the right way to write a refusal of refund? Explain with examples.
Refusal of refund should keep the words which makes able the reader to understand the reason for refusal without anger.
If a customer sent back the purchased dress due to disliking or fitting problem and asking for refund. Company get known that customer wear the dress by seeing the stains on it.A company can write a refusal letter by
Giving the explanation: about the dress returned date etc
Alternate solutions or benefits. By acknowledging the problem and using soft wording to serve the customer. Telling about no resale value due to stain, and offering alternate vouchers.
Good restraint or no anger- Offer to alter the dress
Friendly and helping ending or goodwill at the end- Come and let us serve you to the best.
Q.4 ( marks 5)
People in different cultures require different amounts of physical distance for communication. Explain
People may be negatively affected by too much or too little space between them.
1.5 feet is considered as a normal distance for good communication. Decreasing this distance can confuse or nervous the audience or listener.
For close contacts_ 1.5-4.0 feet allowed
For business transactions- 4.0-12.0 feet allowed
Formal communication- beyond 12 feet
Q.5 ( marks 3)
What is the suggested plan for writing a sales letter?
*Create a section which establishes the reader desire and assurance
*Section should be made about the selling product which appeals and gets the customers’ interest.
*Attractive starting to grasp the attention of reader.
*Ends with well-mannered and polite wordings.
Q.6 ( marks 3)
How can we make disappointing or bad news messages effective?
Using or adopting the tone which centered the audience, by which audience can also agree himself/herself.
Use direct or indirect approach for the message in order to meet the reader’s need and expectations.
Q.7 ( marks 3)
What do u understand by an order letter?
When purchase or blank orders are not available an order letter is prepared for ordering merchandise. It has three main components.
Information about items ordered.
Shipping location and details
Mode or method of payment