Directing - Class 12 Commerce Business Studies - Extra Questions

Name the function of management that recognizes the importance of every single person employed by an organization.

Directing-
It is that part of managerial function which actuates the organizational methods to work efficiently for achievement of organizational purposes. It is considered life-spark of the enterprise which sets it in motion the action of people because planning, organizing and staffing are the mere preparations for doing the work. Direction is that inert-personnel aspect of management which deals directly with influencing, guiding, supervising, motivating sub-ordinate for the achievement of organizational goals.
Direction has the following elements:
Supervision
Motivation
Leadership
Communication

  • Supervision- implies overseeing the work of subordinates by their superiors. It is the act of watching & directing work & workers.
  • Motivation- means inspiring, stimulating or encouraging the sub-ordinates with zeal to work. Positive, negative, monetary, non-monetary incentives may be used for this purpose.
  • Leadership- may be defined as a process by which manager guides and influences the work of subordinates in desired direction.
  • Communications- is the process of passing information, experience, opinion etc from one person to another. It is a bridge of understanding.



Short Answer Type Question:
Define motivation.

Motivation means inducing people to perform to their best ability for achievement of organisational goal. It is a driving force that propels people to action and keeps them in action.


Very Short Answer Type Question:
Define Motive, Motivators.

A motive is an inner state or desire which energies an individual to move or to behave towards achievement of goal.

Motivators  are the incentives or techniques used to motivate the people in an organisation.


Very Short Answer Type Question:
Give any three elements of directing.

1.Supervision.
2.Leadership.
3.Motivation.


Long Answer Type Question:
Explain different financial and non-financial incentives used to motivate employees of a company. 

Financial Incentives:
1.Pay and Allowances.
2.Profit Sharing.
3.Bonus.
4.Commission.
5.Productivity linked with wage incentives.

Non-Financial Incentives:
1.Status.
2.Organisational climate.
3.Career establishment.
4.Job security.
5.Employee's participation.


Long Answer Type Question:
What are the common barriers to effective communication? Suggest measures to overcome them. 

Common Barriers;
1.Semantic Barriers.
2.Psychological Barriers.
3.Organisational Barriers.
4.Personal Barriers.

Measure to overcome these barriers;
1.Clarify the ideas before communication.
2.Communicate according to needs of receiver.
3.Ensure proper feedback.
4.Be a good listener.



Short Answer Type Question:
What are the elements of directing?

1.Supervision,
2.Motivation,
3.Communication,
4.Leadership.


Short Answer Type Questions:
Explain different network of grapevine communications. 

Grapevine refers to the part of informal communication.
Two types of grapevine systems are:
1.Gossip Chain-In this one person is likely to tell many.
2.Clusters-In this one person tells to selected few and some of the receivers pass on the information to few others,while some keep it to themselves.


Very Short Answer Type Question:
Explain in brief measures which can be used to remove barriers to effective communication. 

1.Clarify the ideas before communication.
2.Communicate according to needs of receiver.
3.Be aware of languages,tone and content of message.
4.Be a good listener.
5.Communicate for present as well as future.


Long Answer Type Question:
Discuss Maslow's need Hierarchy theory of motivation.

Maslow's Need Hierarchy theory is based on human needs;which are as follows;
1.Basic Physiological Needs.
2.Safety Needs.
3.Esteem Needs.
4.Belonging Needs.
5.Self Actualisation Needs.


Short Answer Type Question:
What is informal communication?

Informal communication between different members of organisation who are not officially attached to each other is known as informal communication. There is no fixed source of information under informal communication.. Network for Informal communication is known as grapevine. Under informal communication, information can be moved in any direction.


Short Answer Type Question:
What are semantic barriers of communication? 

Sometimes the same words and sentences can be understood differently by different people in the organisation which means difference in the understanding levels of employees. This is known as Semantic barriers.


Very Short Answer Type Question:
Explain diagonal communication with example.

Diagonal Communication is a flow of information between the person working in different departments and holding different levels of authority. For example, the salesman may request the production manager to modify the product design according to the requirement of the customer.


Short Answer Question:
What is formal communication? How is it different from informal communication? 

Formal communication refers to official communication which takes place following the chain of command, whereas Informal communication is the communication between the individuals or groups which is not officially recognised.


Short Answer Questions :
What do you mean by Noise'? How does it interfere in communication process?

Noise is a barrier to effective communication.

Since Noise can make the conversation difficult to understand, sometimes the sender can't convey the message and sometimes the receiver can't interpret it.


Very Short Answer Type Question:
Explain in brief any three features of Motivation. 

1.Motivation is a psychological phenomenon.
2.Motivation is a complex process.
3.Motivation produces goal directed behaviour.


Very Short Answer Type Question:
Briefly explain the meaning of motivation. 

Motivation means inducing people to perform to their best ability for achievement of organisational goal.


Very Short Answer Type Question:
State any three types of needs which govern human motivation. 

1.Physiological Needs.
2.Safety Needs.
3.Social Needs.


Very Short Answer Type Question:
Show the process of communication through a diagram. 

The Process Of Communication:

Sender > Message > Encoding > Media > Receiver > Decoding > Feedback.
Feedback is the last step of the process of communication and it is sent to the sender. Therefore, communication is a continuous process.


Very Short Answer Type Question:
Explain briefly any three barriers to effective communication.

1.Semantic barriers.
2.Organisational barriers.
3.Personal barriers.


Very Short Answer Type Question:
Explain the communication network. How does it work?

Two types of communication are Formal communication and Informal communication. Common Networks of formal communication are wheel pattern, chain pattern, circle pattern, inverted 'v', etc. Common Networks of Informal communication are Gossip, Clusters, single strand and probability.


Very Short Answer Type Question:
Explain meaning of formal communication.

Formal Communication refers to official communication which takes place following the chain of command.


One Mark Question:
State the element of directing which helps in implementing the principle of 'Scalar chain'. 

Communication.



Short Answer Question:
State various principles of Directing.

1.To initiate action.
2.To integrate employee's efforts.
3.Means of motivation.
4.To facilitate change.


Short Answer Questions :
Explain in brief four elements of directing. 

1.Supervision.
2.Communication.
3.Leadership.
4.Motivation.


One Mark Question:
State any one characteristic of directing. 

Directing initiates Action.


Long Answer Question:
Define the term communication and differentiate between formal and informal communication. 

Communication means the exchange of ideas, opinions,emotions or facts.

Formal communication refers to communication taking place within the official chain of command,whereas Informal communication refers to communication between individuals and groups which are not officially recognised.


Short Answer Questions :
Give any four characteristics of communication process. 

1.There are two forms of organisational communication:Formal Communication and Informal Communication.
2.It is a continous process.
3.It involves two or more persons.
4.There has to be mutual understanding between the sender and the receiver.


Long Answer Question:
"Money is the only motivator." Do you agree with this statement?

Money is not the only Motivator, the employees who have more of esteem and self actualization needs active in them, get satisfied with the non-monetary incentives only.
Non-Monetary/Non-Financial Incentives: 1. Status. 2. Organisational climate. 3. Career advancement. 4. Employees recognition. 5. Job security. 6. Employee's participation. 7. Autonomy/ employee empowerment. 8. Job enrichment/ assignment of challenging job.


One Mark Question:
Explain in one sentence how direction is an executive function of management.

Directing integrates the efforts of each individual working in the organisation towards execution of what has been decided in planning stage.


Long Answer Question:
What is the meaning of motivation? Describe the importance of motivation. 

Motivation is defined as the process of stimulating people to take the desired course of action. It is the act of inspiring workers to work hard to achieve the desired goals of the business organisation.
Importance of motivation as given below:
  1. Psychological: Motivation is a psychological phenomenon.
  2. Continuous: It is an ongoing process. It continues from birth to death.
  3. Complex: It is a complex process. Individuals differ in their needs. 
  4. Goal directed: Produces goal directed behaviour. A motivated person works towards the attainment of desired goals of the organisation.


Long Answer Question:
Explain in brief, various financial and non-financial incentives.

Financial Incentives:
1.Pay and allowances.
2.Profit sharing.
3.Bonus.
4.Commission.

Non-Financial Incentives:
1.Status.
2.Organisational climate.
3.Career advancement.
4.Job security.


One Mark Question:
Why is informal system of communication generally referred as the 'grapevine communication'? 

Informal system of communication is generally referred to as grapevine communication because grapevine communication is informal in nature taking place within the organisation linking the members like they are gossipping.


One Mark Question:
Define 'communication'.

Communication is defined as as exchange of facts, opinions between two or more persons resulting in the creation of common ground of understanding.


Three Marks Question:
Give any three distinctions between 'Financial' and 'Non-Financial' incentives.

Three distinction between financial incentives and non-financial incentives are given below:
  1. Types
  2. Purpose
  3. Effectiveness.


One Mark Question:
Give the meaning of 'motivation' as an element of directing.

Motivation is the complex process forces starting and keeping a person at work in an organisation. It's something which moves the person to action and keeps him in the course of action already initiated.


One Mark Question:
Which needs are referred to as belonging needs? 

Social/Affiliation Needs.


One Mark Question:
Name the term used in management which stimulates people to take up work voluntarily.

Motivation is the concept used in management which stimulates people to take up work voluntarily.


Three Marks Question:
What is meant by financial incentives? State any two 'financial incentives. 

Financial incentives are in the form of money. They include:
  1. Payment and allowance: Salary is the basic monetary incentive for every employee.
  2. Bonus: Bonus is an incentive over and above the salary. They are used to motivate the workers.


Three Marks Question:
There are some barriers in communication, which are concerned with encoding and decoding of message. State any three such barriers.

1.Badly Expressed Message.
2.Faulty Translations.
3.Unclarified Assumptions.


Three Marks Question:
There are some barriers in communication which are concerned with organisational structure and rules and regulations. State any three such barriers. 

1.Organisational Policy.
2.Rules and Regulations.
3.Status Difference.


Three Marks Question:
What is meant by 'non-financial incentives'? List any two non-financial incentives.

Non-financial incentives help to satisfy social and psychological needs which money cannot satisfy
Two non- financial incentives are given below:
  1. Job enrichment: A job that provides more autonomy, variety of work and meaningful work experience.
  2. Status: It means an individual's position in the organizational hierarchy. Authority, rewards, perquisites and prestige indicate the status of a manager. Status satisfies social and esteem needs.


Three Marks Question:
Explain any three points that highlight the importance of directing function of management.

Three points that highlight the importance of directing:
  1. Initiates action: Purpose of directing is to activate employees to work towards achieving goals of the organisation.
  2. Improves efficiency: Every member of a work group has some capacity. Manager uses this potential. Directing serves as a means of fostering cooperation and commitment among members of the organisation.
  3. Balance in the organisation: Manager brings out balance between individual interests of employees and organisational interests through directing function.


Six Marks Question:
The barriers to effective communication exist in all organisation to a greater or a laser degree. State any six measures to overcome these barriers.

Six measures to overcome these barriers to effective communication are given below:
  1. Well drafted message
  2. Proper language
  3. Two way Communication
  4. Grapevine
  5. Open door policy
  6. Feedback


Five Marks Questions :
Money is not the only motivation. Then what else is required to motivate employees? Explain by giving any four points.

1.Status-It refers to rank,authority, responsibility, recognition and prestige related to job.
2. Organisational climate-It refers to relations between superior/subordinates.
3. Career advancement- Managers must provide promotional opportunities to employees.
4. Employees recognition- Recognition means giving special reward or respect which satisfies the ego of the subordinates.Ego-satisfaction is a very good motivator.


Name the process of stimulating people to action to accomplish desired goals.

Motivation


What is meant by feedback in communication process?

Communication is complete when the response or reaction of the receiver becomes known to the sender. Hence the receiver should be encouraged to express his reactions. Feedback should be analysed.


Six Marks Question:
Explain any four psychological barriers of communication. 

Four psychological barriers to communication:
  1. Premature evaluation: Some people are in the habit of forming a judgement before reading and listening the whole message. This tendency is called premature evaluation.
  2. Inattention: Insufficient attention to the message likely to create misunderstanding. Inattention may arise due to laziness.
  3. Personal barriers: Personal factors like judgement, emotions and social values create a psychological distance between the sender and the receiver. Credibility gap works out here. Meaning inconsistency between what one says and what one does can create misunderstanding.
  4. Poor retention: Retention of the information is the capacity of the brain to store information as much possible. But brain is unable to store all the information coming across. So half the information is lost.


"Better human relationship" is one of the advantages of which type of communication? Explain any three importance of such communication.

Informal communication.


Maslow's need-hierarchy theory is considered fundamental to understand motivation. Explain the role of need-hierarchy in motivation. 

Abraham H. Maslow was an American psychologist who developed a classification of human needs known as Hierarchy of Needs. According to him, human needs can be classified into five categories. The theory emphasizes that managers must be sensitive to the needs of subordinates and create a job environment conducive to the satisfaction of their needs. There is no cause and effect relationship between needs and behavior. Same behavior may be the result of different needs. It depends on culture, personality.


Name the communication barrier in which a message is decoded differently by different people.

Semantic communication barrier is a type of semantic barrier in which a message is decoded differently by different people. Sometimes the same words and sentences can be understood differently by different people in the organization which means difference in the understanding levels of employees.


Three Marks Question:
What is meant by 'Motivation'? Explain Maslow's need hierarchy theory of motivation.

Motivation is the method of inspiring employees to work hard for the achievement of the organizational goals.
Maslow has developed a classification of human needs known as Hierarchy of Needs. Accordingly, human needs can be classified into five categories. They are as follows:
  1. Physiological needs
  2. Safety needs
  3. Social needs
  4. Esteem needs
  5. Self-actualisation needs


Himanshu and Shilpa are working in the same organisation but in different departments one day at lunch time Shilpa informs Himanshu that due to computerization many people are going to be retrenched soon from the organisation. Name which type of communication is this? 
State any two limitations of this type of organisation.

Informal communication. 
Two limitations of this type of communication, 


Communication originally drafted in English has been very poorly translated in Hindi. 
Name the type of barrier to effective communication and explain any other two barriers of this type.

The type of barrier is language barrier.
Any two barriers:
  1. Organizational barrier: When the organisation structure is complex comprising several layers of management, there is breakdown in communication.
  2. Personal barrier: What one says and what one does may create misunderstanding.


Mr. Nath, a recently appointed production manager of Suntech Ltd. has decided to produce jute bags instead of plastic bags as these are banned by the government. He set a target of producing 1000 jute bags a day. It was reported that the employees were not able to achieve the target. After analysis he found that employees were demotivated and not putting in their best for achieving the target. Mr. Nath's behavior is good towards the employees. His attitude is always positive. So he announced various incentive schemes for the employees like:
Installing award or certificate for best performance. Rewarding an employee for giving valuable suggestions.
Congratulating the employees for good performance.
(a) Identify the functions of management highlighted in the above paragraph.
(b) State the' incentive' under which the employees are motivated.
(c) State any two values which the production manager wants to communicate to the society by his work and behaviour.

(a) Controlling and directing. 
(b) Employee recognition programme (non-monetary incentive). 
(c) Value. (any two) 
Sensitivity to environment 
Good behaviour towards employees 
team work with employees


Sadaf is the Chief Executive Officer of a reputed company. She introduced appropriate skill development programmes and a sound promotion policy for the employees of her company. To motivate and retain the best talent in the company, she designed the jobs of the managers to include greater variety of work content. Identify and explain the two incentives introduced by Sadaf to motivate the employees of her company.

The two incentives used by Sadaf to motivate the employees of her company are: 
(i) Career Advancement Opportunity: It means providing an opportunity to employees to improve their skills to be promoted to higher level of jobs. Appropriate skill development programmes and sound promotion policy provide career advancement opportunity to the employees. 
(ii) Job Enrichment: It is concerned with designing jobs that include greater variety of work content and provide the opportunity for personal growth and a meaningful work experience. 


Umang Gupta is the Managing Director of Denver 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. Kanta was efficiently handling the processing of orders and had a team of fourteen motivated employees working under her. Everything was going on well. Unfortunately she met with an accident. Umang knew that in the absence of Ms. Kanta, the company may not be able to meet the deadlines. He also knew that not meeting the deadliness 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 Umang Gupta was positive towards the employees of the organisation. Hence everyone put in extra time and efforts and the targets were met on time. Not only this, Umang visited Ms. Kanta and advised her to take sufficient rest.
(a) Identify the leadership style of Umang Gupta and draw a diagram depicting the style.
(b) State any two values highlighted by the behaviour of Umang Gupta.

 (a) Leadership Style: Democratic/ Participative /group centered. 
In the above diagram, A is the leader and B, C, D and E are subordinates.
(b) values highlighted by the behaviour of Umang 
 Gupta are:
(i) Teamwork / Team spirit
(ii) Good behaviour in human interaction


What financial and non-financial incentive can the company use for employees and agents separately to motivate them? 
What benefits will company get from them?  

The financial incentive that the company can use to motivate them are pay and allowances. Salary is the basic financial incentive for every workers in an organisation. Secondly bonus is an incentive over and above the salary.
The non financial incentive the company uses for the employees are firstly to create organisational climate secondly job enrichment and job security.


M/s Beta Ltd. deals in consumer goods. It employs 100 workers and 10 operative managers who give guidance and support to the workers while operating the machinery. The company has a policy of granting leave as per the requirement of the workers. Workers are generally granted leave on festivals and special occasions. Recently on Puja festival, it received a big order. Workers are keen to take Puja holidays while management is pressing hard for overtime. This matter was placed before the Personnel Manager who called the meeting of operative managers and workers to inform them about the changes in the incentive plan which states payment of double wages for working overtime and triple wages for working on holidays. Workers without any pressure voluntarily took limited holidays and were able to increase their earning by working overtime and on holidays. During Board of Directors meeting, Personnel Manager was asked to update the management for achieving higher output, meeting timely supplies without any confrontation with workers. Personnel Manager replied,  "I just used a carrot with no sticks approach".
By quoting the lines from above paragraph state any two elements of directing.

Supervision means guiding the efforts of employees and other resources to achieve desired results. 
Supervision 'it employs 10 operating managers ............. support to the workers.'
Motivation means stimulating people to action to accomplish desired goals.
Motivation 'to pay double wages for working overtime and triple wages for working on holidays.'


Suggestions and reactions are included in which type of Formal Communication?

Upward communication. 


The greatest number of managerial level in an organisation makes it more complex. 
This statement is about which type of organisational barrier to communication?

Organisational barrier.


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 a 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.

(a) Leadership Style: Democratic/Participative/group centered. 
In the above diagram, A's the leader and B, C, D and E are subordinates. 
(b) Values highlighted by the behaviour of Avdhesh are: 
(i) Teamwork/ Team spirit 
(ii) Good behaviour in human interaction 


$$\boxed {\quad \quad \quad \text{NOTICE} \\ \text{A meeting of all supervisor} \\ \text{is scheduled on 18th May, 2014} }$$

This Notice Board was placed in reception area of ABC Ltd. The notice placed here did not mention clear specification regarding the time. This resulted in ambiguity of message. Which barrier of communication is 'referred to' here?Explain any three other forms of barriers'of effective communication.

Semantic (unclassified Assumption). 


The psychology lecture of MBA students of 'Ikon Institute' was going on. The lecturer discussed that some employees have the desire for status or ego of self-respect and recognition.
Some have the desire to be what they want to be.
Some aspire for acceptance and sense of belongingnes
some need defence against unexpected problems in future.
Identify the topic of psychology lecture.
Identify the desires of employees discussed above along with how can a manager fulfill such desires respectively. 

1. Human needs, Motivations 
2. Esteem needs, Self-actualisation, Social needs, Safety/Security need 


Subermanyam is a newly appointed Human Resource Manager in Times Ltd. in Punjab. He is a Tamilian basically. He is good in Tamil and English. Most of his subordinates belong to Punjab and they are not very much fluent in English. He feels it much difficult to make them understand his instructions.
identify the concerned communication barrier.
State the category of such barrier.
Explain any other category of same bather. 

1. Faulty Translation 
2. Semantic Barrier 
3. Technical Jargon, etc.


'Dr. Plus Ltd'. a company manufacturing pharmaceuticals organised a seminar for the lower level team of "Production Department". The resource person emphasized on the following points: In order to realise organisational goals, the supervisor must have the ability of Influencing people to strive willingly for mutual objectives. He should possess the art of transferring facts, ideas, feelings, etc. from one person to another and making them understand. He needs to monitor the progress of routine work of the subordinates and guide them properly. He has to identify what excites people to work for the attainment of a desired objective so as to induce them to act in a desired manner.
Which functions of management are referred in the above?
Identify quoting lines, the elements of one of the functions referred in above para.

1. Staffing, Directing 
2. Leadership, Communication, Supervision, Motivation 


You are a soft skill trainer who trains people in their speaking and writing skills. What ideas can you give to the trainees about improving the communication effectiveness? 

Ideas which can be given in order to improve the communication effectiveness can be the following:
a) Clarify the ideas before communication: In the first place, we must be clear about what we want to communicate. The message can be conveyed properly only if it is clearly formulated in the mind of the communicator.
b) Good listener: The sender must listen to receiver's words alternatively; on the other hand, receiver also must listen with due attention.
c) Completeness of message: A message is effective only when it is given completely. The receiver should not be left guessing.
d) Use of proper language, tone and contents of  the message: For an effective communication, the words, tone, symbols used in the message must be selected very carefully.


Manoj is working as a supervisor in Galaxy Ltd. He listens to worker's suggestions and grievances. He rewards the workers for good suggestions and handles the grievances timely. He insists on free flow of communication to solve the conflict among management and workers. While scheduling the duties, he also consults the workers.
Explain functions performed by Manoj as supervisor by quoting lines from the above paragraph.

1. Improve motivation 
2. Improve communication 
3. Maintain group unity 


Kareens is working in an MNC She has been given an option to buy the shares of the company at an amount less than the market price because of her performance as an incentive. Katrina has been awarded "Employee of the month" award. Which forms of incentive is being referred here?
Explain the incentives along with any other three incentives.

Non-monetary. Copartnership, Job enrichment and Recognition


Following communications indicate barriers to effective communication. Identify them and also mention the measures to be taken to improve the effectiveness of communication:
(a) The National Sales Manager during his visit to the southern zone spoke to the sales managers in Hindi. 
(b) During a meeting, the manager was addressing to the problem of competitors' pricing policy. The two executives were busy talking to each other about their plans for the upcoming long weekend. The manager got distracted and forgot to inform the major changes in company's pricing policy.
(c) Mohit prefers to stay away from his boss. He is always scared of what if his boss does not approve his suggestions.
(d) The sales manager while addressing to fresh graduates explained the threats and opportunities company was facing. He used lot of technical words which he had learnt in his MBA classes.
(e) Sonu Garments Ltd. follows scalar chain very strictly. 
No employee (whatsoever may be the emergency) is allowed to divert from the defined path of communications. 

(a) Faulty Translation 
(b) Lack of Attention 
(c) Fear of Authority 
(d) Technical Jargon 
(e) Organisational Policy


Raju is good orator, but he lacks in good listening skills. Due to it, he does not listen to the instructions given by supervisor carefully and completely. Therefore, he doesn't complete the work as per her given instructions.
Identify the concerned communication barriers.
State the category of such barriers.
How such barriers can be mitigated? 

1. Lack of Attention 
2. Semantic Barrier 
3. Be a good listener 


Ekta is a very strict foreman. She punishes late corners by reporting negatively in observation reports of workers. Due to which the wages of those workers who come late, decline considerably. Which kind of motivation is applied by Ekta? Do you think, by doing so, the late comers can be regulated? Explain.

Negative Motivation. 


How can informal communication help to supplement formal communication model given by you in question 4? 

Informal communication. Cut across the lines of formal communication and help to remove the barriers of formal communication in following way:


What is meant by 'Decoding' as an element of communication?

Decoding refers to the process of converting the encoded symbols that are used in the message send by the sender.


Bhuvan was working as a clerk in Hindustan Ltd. since last three and a half years. He was working with full diligence.His boss noticed his performance and gave him "Confirmation letter". Which kind of Bhuvan's need was satisfied?

Job Security.


Smita had been working as an assistant manager with 'Johnson Enterprises' for the last ten years. She was very popular amongst her colleagues because of her commitment and dedication towards the work. When the manager senior to her retired, all her colleagues thought that now Smita would be promoted. But to everyone's surprise the vacant post was filled by an outsider, Mrs. Rita. Smita felt demoralized and her performance started declining. She would abstain herself often and could not meet her targets. Mrs. Rita was a good leader, who would not only instruct her subordinates but would also guide and inspire them. She noticed Smita's behavior and felt that her performance could be improved. She started involving Smita in decision making-issues related to the organisation and made her a part of high level joint-management committee. Smith was now punctual in office and her performance started improving.
(i) Identify the function of management being performed by Rita.
(ii) Name the element of the above function of management which helped Rita to improve Smith's behaviour.
(iii) State any three features of the element identified in above.

(i) Directing. 
(ii) Motivation, 
(iii) Features of motivation: 
1. Motivation is a psychological phenomenon. Motivation is an internal feeling which means it cannot be forced on employees. The internal feelings such as need, desire, aspirations, etc. influence human behaviour to behave in a particular manner. For example, desire to have a new house, respect and recognition, etc. 

2. Motivation produces goal directed behaviour. Motivation induces people to behave in such a manner so that they can achieve their goal. MotiVated person need no supervision or direction. He will always work in desired manner. For example, if a person has a motive to get promotion so he will work efficiently to get promotion. 

3. Motivators can be positive as well as negative. To motivate employees managers use various motivators. Some motivators are positive and some are negative few examples of positive motivators are: promotion, increment, bonus, respect, recognition, etc. If employee does not improve his performance with positive motivators then manager uses negative motivators such as warning, issue of memo, demotion, stopping increments, etc. Sometimes fear of negative motivators also induces person to behave in a desired manner.


ABC Ltd. is not able to achieve its objective on analysing. They found that employees were not given their best, so he decided to announce an incentive plan, which offers various incentives to employee workers at different level for achieving their target.
(i) Which element of directing is used by manager?
(ii) Suggest incentives suitable for:
     (a) Employees operating at lower level.
     (b) Employees operating at higher level.

(i) Motivation is missing. 
(ii) (a) Lower level: offer monetary incentives. (b) Higher level: non-monetary incentive.


Mr. Shubhendu Bose is the owner of 'Bikmac Enterprises' carrying on the business of manufacturing various kinds of biscuits. !was a lot of discontentment in the organisation and the targets were not being met He asked his son, Naval, who had fitly completed his MBA, to find out the reason. Naval found that all decision making of the enterprise were in the hands of ether. His father didn't believe in his employees. As a result both the employer and the employees were not able to understand each others message in the same sense. Thus, the employees were not happy and targets were not met.
(a) Identify any two communication barriers because of which Bikmac Enterprises was not able to achieve its target.
(b) Sate one more barrier each of the types identified in (a) above.

(a) The two communication barriers of which Bikmac Enterprises was not able to achieve its target are:
(i) Organisational Barriers: The type of organisational barrier because of which Bikmac Enterprises was not able to to achieve its targets is 'Policy of the organisation'. If the organisation's policy (such as following a centralised organisational structure) does organisational structure, free flow of communication is restricted.
(ii) Personal Barriers: The type of personal barrier because of which Bikmac Enterprises was not able to achieve its targets is tow confidence on subordinates by the superior'. When the superior does not have confidence on the subordinates. he is unwilling to involve them in discussions and other matters. This leads to a communication gap between the two.

(b) Types of Organisational Barrier:
Rules and regulations. Rigid rules and regulations hamper effective communication. Such rules as following strict channels of communication (through scalar chain) make the communication process cumbersome and lead to delays in the flow of information. 
Types of Personal Barrier:
Fear: At times, due to difference in status and authority. the subordinates fear their superior and often hesitate to communicate freely with them. In such cases, the communication is suppressed. 


Rajiv is working as Personnel Manager in a company. The speciality of the company is that financial position of all the employees is good. The employees working here are honest, punctual and hardworking. The CEO of the company asked him to suggest a method of motivation. The CEO asked him to suggest a method which is happily accepted by all the employees.
Rajiv spoke to many employees in this connection. Some employees suggested give more importance to individual autonomy, another suggested good performance should be appreciated another group suggested to award, certificate, trophies to recognise the good performance. Mr. Rajiv mixed all and suggested a method of motivation to CEO. The CEO happily accepted that and it was immediately implemented. Within few days the company's growth rate appeared to have become fast.
(a) Identify the functions of management indicated in the above paragraph.
(b) Which motivation methods were suggested by different group of employees.
(c) Which motivation method combine all the above stated and was suggested by personnel manager.
(d) State the values followed by Rajiv.

(a) Directing. 
(b) (i.) Recognition (ii) Autonomy 
(c) Organisational climate.
(d) (i) Ethical behaviour (ii) Motivating employees (iii) Taking suggestions from employees 


Mr. Bhuvan is the marketing manager of the company manufacturing designer clothes. One day in the morning while leaving home, he had a quarrel with the person in the neighbourhood. That person abused his family and threaten to harm the family. Mr. Bhuvan got very upset and worried. On the same day a meeting was organised in the office to finalise the design according to market demand and taste and fashion of the customers. Mr Bhuvan could not pay attention to the discussion as he was thinking about the quarrel only.
(a) Identify the type of barrier to communication mentioned in the above para.
(b) State any other two barriers of same category.

(a) Psychological barrier - Lack of attention. 
(b) (i) Premature evaluation (ii) Loss by poor retention.


Mr. John faced lot of problems regarding the policy on teaching. He directly consulted the principal about his problem ignoring the Headmistress who is immediate superior of Mr. John as he feels more free to communicate with principal.
(i) Name the pattern of communication followed by Mr. John.
(ii) State any other two patterns.

(i) Mr. John is following inverted 'V' pattern. 
(ii) other two pattern: (a) Wheel pattern, (b) Chain pattern. 


Rahn is an engineer in Jacob Ltd. He works very hard and it is observed by Production Manager. But he never appreciates the efforts of Mr. Rahul.
Name the element of Direction not exercised by production Manager. 

Motivation


Arun is working in a multinational company in Gurgaon. He was running temperature for the last many days. When his blood was tested, he was found positive for dengue with a very low platelet count. Therefore, he was admitted in the hospital and a blood transfusion was advised by the doctors. One of his colleagues sent a text message about it to his immediate superior Mr. Narainr. Mr. Narain' in turn sent a text message to the employees of the organisation requesting them to donate blood for Arum When the General Manager came to know about it, he ordered for fumigation in the company premises and cleanliness of 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. 

(a) i) Informal Communication- "Colleague sent a text message to his immediate superior" 
"Mr. Narain sent a text message to the employees of organisation requesting them to donate blood" 
ii) Formal Communication- When the General Manager came to know about it he ordered for fumigation in the company premises and cleanliness of Me surroundings" 
Note: Text messages and face to face conversations are considered as informal communication.

(b) The features of informal communication are as follows: 
i) Communication that flows without following the formal defined path ii) Arises out of social interactions among the employees 

(c) The two values that are being communicated to the society are as follows: 
i) Cleanliness of the surroundings 
ii) Sympathy for employees 


'Viyo Ltd.' is a company manufacturing textiles. It has a share capital of Rs $$60$$ lakhs. The earning per share in the previous year was $$Rs. \,0.50$$. For diversification, She company requires additional capital of $$Rs. \,40$$ lakhs. The company raised funds by issuing $$10 \%$$ debentures for the same. During the current year the company earned profit of Rs $$8$$ lakhs on capital employed. It paid tax @ $$40 \%$$. 
(a) Slate whether the shareholders gained or lost, in respect of earning per share on diversification. Show you calculations clearly. 
(b) Also, state any three factors that favour the issue of debentures by the company as part of its capital structure. 

(a) Profit before Interest & Tax $$= Rs. \,8,00,000$$ (Given)
Interest on $$10 \%$$ debentures $$= Rs. 4,00,000 \left(40,00,000 \times \dfrac{10}{100}\right)$$
Profit before Tax $$=$$ Profit before Interest and Tax-Interest
                           $$= 8,00,000 - 4,00,000 = Rs. \,4,00,000$$
Tax @ $$40 \% = Rs. \,1,60,000 \left(40,00,000 \times \dfrac{10}{100}\right)$$
Profit after Tax $$=$$ Profit before Tax $$-$$ Tax
                        $$= 4,00,000 - 1,60,000 = Rs. \,2,40,00$$

$$EPS = \dfrac{Profit \,\,after \,\,tax}{Number \,\,of \,\,Equity \,\,Shares} = \dfrac{2,40,000}{6,00,000} = 0.4$$

Note:The face value of equity shares is assumed to be $$Rs. \,10$$ each. Hence, number of equity shares is $$6,00,000$$.
(b) The three factors that favour the issue of debentures by the company as part of it's capital structure are given below.
1. Tax deduct/bay Interest paid by the company to its debentures is tax deductible. In the above scenario, the company is paying tax @ $$40 \%$$. Thus, it is beneficial for the company to issue debentures 
2. Haydn management. In the given scenario, the company already has a share capital of $$Rs. \,60,00,000$$. Issuing more shares will dilute the control of management. Thus, companies that are apprehensive of the dilution of control opt for more of debt and less of equity. 
3. Relatively low noes For a company, cost of raising capital through debentures is relatively lower than that through equity. This is due to assurance (of rate of returns) and guaranteed repayment (of debenture amount at maturity) that debenture holders require lower rate of returns. Besides this, interest amount payable to debenture holders is deductible expense. This is to say that interest amount is deducted from the company's earnings and then the net amount is used for calculation of tax liabilities. Hence, companies prefer to opt for debentures, as higher use of debt, lowers the over-all cost of capital with cost of equity remaining unaffected.


'Steelo Ltd.' decided to set-up its steel manufacturing factory in the backward area of Orissa where very less job opportunities were available. People of that area welcomed this effort of 'Steelo Ltd.' To attract people to work in its factory it also decided to Steele many other facilities like school, hospital, market etc. in the factory premises.
'Steelo Ltd.' started earning huge profits. Another competing company asked Rs production manager 'Aslam' to investigate the reasons of earning huge profits by 'Steelo Ltd.'
Aslam found that in both the companies there was systematic coordination among the various activities to achieve organisational goals. Every employee knew who was responsible and accountable to whom, The only difference was that in his organisation communication took place only through the scalar chain whereas 'Steele Ltd.' was allowing flow of communication in all the directions as per the requirement which lead to faster spread of information as well as quick feedback. 
(a) Identify the type of organisation which permits 'Steelo Ltd.' the flow of communication in all the directions
(b) Slate another advantage of the type of organisation identified in (a) above.
(c) State any two values which 'Steelo Ltd.' wanted to communicate to the society.

(a) In Steelo Ltd., informal organisation permits the flow of communication in all the directions.
(b) The another advantage of informal organisation is fulfilment of social needs. An informal organisation allows for personal communication beyond the officially defined roles. This enables the employees to interact with like-minded colleagues. This unofficial interaction provides a sense of belongingness among the employees towards one another and towards the organisation.
(c) The two values that 'Steelo Ltd.' wanted to communicated to the society are given below.
(i) Fulfilling social responsibility
(ii) Working for benefits of employees.


Write Short answers for the following:
Explain the rights and powers of Directors.

A director is a person from a group of managers who guides and leads a particular area of the company. They control the overall business of the company and take the final and key decisions of the company. The duties of a director are:-

  • Ensuring the company’s strategic objectives and plans which have been met in due time.
  • Analyzing and monitoring the long term policies and the employees of the company.
  •  Appointing or hiring senior managers for certain departments such as Finance and Marketing etc.



Anoop Gaur started 'Cat's Eye', a company for providing cyber security solutions to businesses. Its objective is to prevent, detect, respond to cyber attacks and protect critical data. He was a hardworking software engineer and an expert in cyber security. His reputation grew by leaps and bounds as he was not only a person of integrity but also did his work with utmost honesty and sincerity. The business started growing day by day. 
He was delighted when he was offered a big project by the Ministry of Science and Technology. While working on the project he found that the volume of work made it impractical for him to handle all the work by himself. Therefore, he decided to expand the team. The company maintained a close liaison with an engineering college in the State. During a campus placement, Aarav and Pranshi were appointed to work for the new project. 
He found the new employees capable, enthusiastic and trustworthy. Anoop Gaur was thus, able to focus on the objectives and with the help of Aarav and Pranshi, the project was completed on time. Not only this, Anoop Gaur was also able to extend his area of operations. On the other hand, Aarav and Pranshi also got opportunities to develop and exercise initiative.
(a) Identify and explain briefly the concept used by Anoop Gaur in the above case which helped him in focussing on the objectives.
(b) Also, explain any four points of importance of the concept identified in part (a). 

The concept used by Anoop Gaur is Delegation. This is because, he found the volume of work impractical to handle by himself and thus, decided to expand his team. After this, he delegated the tasks to Aarav and Prashi so that he himself can focus on the objectives. Thus, here, he is delegating the tasks to his subordinates. The following points highlight the importance of delegation. 
a. Managerial efficiency By delegating work to the subordinates, the managers can concentrate on priority areas and also venture into new areas. This freedom from the routine tasks enhances the efficiency of the managers. 
b. Employee proficiency: As the subordinates are entrusted with the responsibility of completing a task, they get an opportunity to prove their abilities and apply their skills. This helps them to gain experience and improve their proficiency. 
c. Motivation: Delegation provides the employees with psychological benefits, which motivate and encourage them to give their best to the organisation. 
d. Growth: Delegation helps in the preparation of efficient and experienced managers who can take up leading positions during the growth phase of the organisation. This facilitates easy growth and expansion of the organisation.


Three Marks Question:
Explain briefly any three semantic barriers to communication.

The following are three semantic barriers: 
a. Inappropriate vocabulary: Sometimes due to poor vocabulary or wrong use of words by the communicator, the information may not be clearly expressed. 

b. Use of words that have multiple meanings: Sometimes, a word may have more than one meaning; or two or more words may have the same pronunciation (such as idle and idol). In such cases, the correct interpretation of the word remains ambiguous. 

c. Lack of proficiency: In certain cases, the proficiency of a language differs among the workers and the mangers. In such cases, a translation of the information into another language may be required to make it understandable to the workers. However, in the process of translation some of the words or sentences may get misinterpreted. For example, in a translation of an instruction from English to Hindi, the meaning of certain words might change. 


Explain the need for monitoring mechanism.

The following are the reasons for need for monitoring mechanism:
  1. Understand the business: The main and important reason of monitoring is to understand where the business is heading and what are the upcoming opportunity.
  2. Decision making: The monitoring mechanism helps to understand whether the business is making profit and loss and helps to make modified decision.
  3. Competitive edge: Monitoring mechanism helps to understand the business which helps to get competitive edge over their competitor.


Write about kinds of Directors Meetings.

Directors meetings or board meetings refers to the meetings of the board of directors that are usually held annually to discuss the affairs of the business concern and to take important decision regarding such affairs. The kind of directors meetings are:
1. Regular meetings
2. Closed meetings 
3. Rescheduled meetings 
4. Special meetings 
5. Emergency meetings. 


Write Short answers for the following:
What are the duties of a Managing Director?

The duties of the managing director are as follows:-
  1. Formulating and successfully implementing company policy.
  2. Directing strategy towards the profitable growth and operation of the company.
  3. Developing strategic operating plans that reflect the longer-term objectives and priorities established by the board.
  4. Maintaining an ongoing dialogue with the Chair of the board.


Identify the incentive provided by 'Goodcare Hospitals' to its doctors through running trophies.

Employee recognition programmes is a type of incentive provided by 'GoodcareHospitals'. Recognition means acknowledgement of work with a show of appreciation. With such appreciation, employees feel motivated and work efficiently to provide better services. These trophies encourage the doctors to provide their help to the needy and also encourage in saving the girl child. 


Which need of the doctors will be satisfied through the incentive identified in part (a)? State.

Career advancement opportunity is provided as an incentive to the doctors to help the poor and needy in the rural areas. Such an incentive helps the doctors to grow in their field of study. This also leads advancement of medical services in the rural areas and ensure safe and healthy environment for all.


Match the correct pairs.

A - 4

B - 8

C - 5

D - 3

E - 2



Can you explain Maslow's theory of Motivation?

This theory was given by Abraham Maslow. He analysed that within every human being there exist a hierarchy of five needs by categorizing all the factors into these five heads according to their occurrence. 
These needs are :
1. Physiological: includes thirst, hunger, shelter, sex and other bodily needs
2. Safety and security : includes security, arid protection from physical and emotional harm.
3.  Social: includes affection, belongings, friendship etc. 
4. Esteem: higher order need. Includes self esteem, status recognition etc. 
5. Self actualization: The drive to become what one is capable of becoming. 


What is the minimum and maximum Bonus under the "Payment of Bonus act 1965".


The minimum bonus of 8.33% is payable by every industry and establishment under section 10 of theAct. The maximum bonus including productivity linked bonus that can be paid in any accounting year shall not exceed 20% of the salary/wage of an employee under the section 31 A of the Act.


An employee who has rendered continuous service for 3 years is liable to get Gratuity?

No. 
Every employee irrespective of his salaries is entitled to receive gratuity after he has rendered continuous service for 5 years or more at the time of termination of service. However the condition of 5 years continuous service is not necessary if services are terminated due to death or disablement.


Under EPF wages/salary means?

Under Employee Provident Fund salaries include basic pay , Dearness allowance and retaining allowance. 
Wages/ Salary means = Basic Pay + D A+ R.A (Retaining allowance).


Contribution of employee in Employee Provident Fund and Pension Fund?

Contribution to Employee Provident Fund 
If the organisation has more than 20 persons working - 12 % of the salary
If the organisation has 20 or less than 20 persons working - 10 % of the salary
Contribution to Pension Fund-8.33% of the salary
 If employer pitches 12% , 8.33% of the salary in contributed to provident fund and the remaining in provident fund. 


Why career promotion cannot be used as a motivator?

Career promotions can be used as a motivator for good performance but it's very difficult to use Career promotions as a motivator, because positions are limited unless the company has unlimited growth and career promotions mean something which cannot be given as a motivator in expectation that employees will enhance their work. 


What do you find motivates you the most?

In such type of question, the interviewer wants to know about the motivators of the interviewee . It is also a method they use to determine if you are compatible for the job. The interviewee should answer honestly in such type of questions but at the same time they should not sound demanding. For example- material rewards such as perks, salary and benefits come into play. But again, focus more on achievement and the satisfaction you derive from it.



Tell me the contribution of employee and employers under_Employee's State Insurance Act -1948.

The ESI Scheme runs like the most of the social security schemes. It is a self-financing health insurance scheme and the contributions are raised from covered employees and their employers as a fixed percentage of wages. The payments are to be made on a monthly basis. An employee covered under the scheme has to contribute 1.75% of the wages whereas; an employer contributes 4.75% of the wages payable to an employee. The total contribution in respect of an employee thus works out to 6.5% of the wages payable. However, employees earning less than Rs 50/- a day are exempted from payment of contribution.



Under the Payment of Wages Act, 1936, what is the rule for deduction from duties for unauthorised absence: Sec. 9.

Under the Payment of wages Act, 1936 absence for whole or any part of the day, if 10 or more persons absent without due notice or reasonable cause, deduction of wages up to 8 days is applicable. 


Who is entitled for bonus under the Payment of Bonus Act, 1965?

Under the Payment of Bonus Act, 1965, every employee receiving a salary or wages up to 10,000/- p.m. is entitled to bonus for every accounting year, if he/she has worked for at least 30 working days in the respective year.


Who is eligible for becoming member of Pension Fund?

Under the employee's pension scheme 1995, every employee who is in receipt of wages up to 6,500/-p.m. shall be eligible for becoming member of the such funds.


What is ESOPs?

Company-established benefits plans in which employees acquire stock as part of their benefits is known as, Employee Stock Ownership Plans. It is a part of Employees's benefit Program where a part of employees salary goes into purchasing of the stock of the company in his or her name. 


What is the provision of leave under Maternity Benefit Act, 1961?

Under Maternity Benefit Act, 1961 a pregnant woman is allowed the following leave: 
1. Leave with average pay for six weeks before the delivery.
2. Leave with average pay for six weeks after the delivery.
If a woman employee doesn't avail six weeks leave preceding the date of her delivery, she can avail of that leave following her delivery, provided the total leave period, preceding and following her delivery, doesn't exceed 12 weeks.


What is Theory X and Y?

Theory X and Y was given by Douglas McGregor and it is motivational theory where people where categorized into two categories according to  their reaction to the motivators. 
Theory X: The assumption that employees dislike work, are lazy, dislike responsibility,and must perform from negative motivators only.
Theory Y: The assumption that employees like work, are creative, seek responsibility,and can exercise self direction are motivated from positive motivators. 


If a woman is working in an establishment from the last two months and during, the twelve months immediately preceding the date of her expected delivery, then is she entitle to receive maternity benefit, under Maternity Benefit Act. 1961?

No, the Pregnant woman cannot avail the benefit under Maternity Benefit , 1961 as establishments are covered under E.S.I. Act which are ceased to be liable under Workmen's Compensation Act and Maternity Benefit Act at the time of getting such benefit.



Solve.
X of Agra sends a letter by post to Y of Delhi offering to sell his car for Rs. 1,00,000. This letter, is posted on 1st January and reaches Y on 7th January Y sends his acceptance by post on 10th January but X receives this letter of acceptance on 15th January.
Answer each of the following questions.
(a) When is the communication of offer complete?
(b) When is the communication of acceptance complete as against the offerer?
(c) When is the communication of acceptance complete as against the acceptor?
(d) If X sends a telegram on 8th January revoking his offer, and this telegram reaches Y before the letter of the acceptance is posted. Is revocation of offeris valid?
(e) If Y sends a telegram on 14th January revoking his acceptance and this telegram reaches X before the letter of acceptance is  received by X. Is revocation of acceptance is valid? 

(a) The communication of offer is complete on 7th January because the letter containing the offer reaches the offered on 7th January.
(b) The communication of acceptance is complete as against the offered on 10th January because the letter of acceptance is posted on 10th January.
(c) The communication of acceptance is Complete as against the acceptor, on 15th January because the letter of acceptance is received by the offered on 15th January.
(d) X's revocation is valid because X can revoke his offer at any time before the letter of acceptance is posted by the offered.
(e) Y's revocation is valid because Y can revoke his acceptance at any time before the letter of acceptance is received by the offered.


Define motivation. Briefly explain any four characteristics of motivation.

In the words of Michael Jucious, ‘motivation is the act of stimulating someone or oneself to get a desired course of action, to push the right button to get a desired reaction’.

Characteristics/Features of Motivation:

1. Interaction between the individual and the situation:

Motivation is not a personal trait but an interaction between the individual and the situation.

2. Goal-directed behaviour:

Motivation leads to an action that is goal oriented. Motivation leads to accomplishment of organizational goals and satisfaction of personal needs.

3. Systems oriented:

Motivation is influenced by two forces:

a. Internal forces:

These forces are internal to the individual, i.e., their needs, wants and nature.

b. External forces:

These forces are external to the individual, which may be organizational related such as management philosophy, organizational structure, and superior-subordinate relationship, and also the forces found in the external environment such as culture, customs, religion and values.

4. Positive or negative:

Positive motivation or the carrot approach offers positive incentives such as appreciation, promotion, status and incentives. Negative motivation or stick approach emphasizes penalties, fines and punishments.

5. Dynamic and complex in nature:

Human behaviour is highly complex, and it becomes extremely difficult to understand people at work. Motivation is a dynamic and complex process.



Answer briefly:
Explain the principle of Authority and Responsibility, as laid down by Henry Fayol.

Authority means power to take decision. Responsibility means obligation to complete the job assigned on time. According to this principle, there must be balance or parity between the authority and responsibility. 
 Excess of authority without matching responsibility may bring negative results and excess of responsibility without matching authority will result in less effective worker.


Briefly explain any six reason for the rising need for efficient communication.

Six reasons for the rising need of effective communication are:-
1. To clarify the ideas properly between two people.
2. To communicate according to the receiver's need.
3. To use proper language, tone and contents while communicating. 
4. To be a good listener in order to give importance to what people say.
5. To convey a message in more efficient manner by use of visual items to gain everyone's attention. 
6. For the arising need of communication in business field like in conference, group discussion and interview. 


Answer briefly the question:
Bring out the significance of using grapevine as a channel of communication in an organization

grapevine communication is the between employees which is an unstructrued form of communication. In grapevine communication the information spreads at a faster pace as compared to other ways of communication


Answer briefly the following question.
List the components of a communication process.

Image result for components of communication process


Answer the following question:
Explain any four objectives of communication.

Any four objectives of communication are:-
1. It helps in exchanging ideas and views between two parties.
2. It results in transmission of important information in the organisation.
3. It helps in achieving organisational objectives.
4. It helps in optimum utilization of resources.


Explain any three barriers to Communication.

Barriers to Communication are:-
1. Semantic Barriers- These barriers are those which arises when same words are understood differently by different people in the organisation which arises due to different level of understanding of employees.
2. Organisational factors- Factors related to organisational structure, authority and responsibility relationship, rules and regulations may act as barriers to effective communication. 
3. Personal Barriers- Certain personal factors of sender and receiver may influence the free flow of information in the organisation. 


Answer briefly the question:
Name any four non-monetary incentives that may be used in an organisation.

Any four non-monetary incentives that may be used in an organisation are: 
1. Career advancement.
2. Employees recognition.
3. Employees participation. 
4. Employee empowerment. 


Answer briefly the following question.
Enumerate any four human needs according to Maslow's hierarchy.

The theory was given by Abraham Maslow. He analysed that within every human being there exist a hierarchy of five needs by categorizing all the factors into these five heads according to their occurrence. Any four needs are:

 

1. Physiological: includes thirst, hunger, shelter, sex and other bodily needs

2. Safety and security : includes security, arid protection from physical and emotional harm.

3. Esteem: higher order need. Includes self esteem, status recognition etc. 

4. Self actualization: The drive to become what one is capable of becoming. 



Answer briefly the question:
Briefly explain what is mean by letter of enquiry. Which letter is written in response to it?

A letter of enquiry is a formal way formal way of requesting an organisation or a person to provide some important information required by the person who addresses the letter. In response to it a letter of information is written. 


Write a short note on the Halsey Plan of Incentive.

Definition: Under Halsey Plan, the standard time for the completion of a job is fixed and the rate per hour is then determined. If the time taken by a worker is more than the standard time, then he shall be paid according to the time rate, i.e. time taken multiplied by the rate per hour.

In Halsey plan, the time wages are guaranteed even if the output of a worker is below the standard. In case, the worker completes the works in less than the standard time, then he/she will be paid according to the actual time, i.e. time-rate plus the bonus calculated at a specified percentage of the saved time. Generally, the bonus percentage varies from 30-70 percent. The usual bonus share paid to the worker is 50% of the time savedmultiplied by the rate per hour (time-rate).




Explain the first three needs as per the Maslow's Hierarchy of Human Needs.

The theory was given by Abraham Maslow who analysed that within every human being there exist a hierarchy of five needs by categorizing all the factors into these five heads according to their occurrence. These needs are

 

1. Physiological: These needs satisfy the physiological wants of an individual at the present which  includes thirst, hunger, shelter, sex and other bodily needs

2. Safety and security :  These needs satisfy the physiological wants of an individual in the future which includes security, arid protection from physical and emotional harm.

3.  Social: These needs are to satisfy the social wants of an individual which includes affection, belongings, friendship etc. 



Explain four major differences between Halsey and Rowan plans of incentive.

(i) Bonus - Under Halsey plan the bonus increases steadily with increase in efficiency. But in Rowan plan the bonus increases up to a certain point and starts declining thereafter.
(ii) Efficient worker- Under Rowan plan, less efficient worker may get the same bonus as a more efficient one whereas in Halsey plan less plan less efficient worker do not get bonus. 
(iii) Earnings per hour - Under the Rowan plan when time saved is less than 50% of standard time, earnings per hour is higher whereas under Halsey plan when time saved is more than 50% of standard time, earnings per hour is higher.
(iv) Quality of output - The quality of work is not affected much under Rowan plan as the bonus increases at a decreasing rate at higher levels of efficiency but under Halsey Plan the quality of output decreases overtime. 


Three Marks Question:
Explain any three assumptions of Maslow's need hierarchy theory. 

Three assumptions are:
  1. When the lower need is satisfied, a person moves to the next higher level need.
  2. Human needs form an hierarchy starting from basic needs to higher level needs.
  3. Human behaviour is based on needs. Such satisfaction influences behaviour.


Three Marks Question:
There are some barriers in communication which are concerned with the state of mind of both the sender and the receiver. State any three such barriers:

Any three barriers which are concerned with the state of mind of both the sender and the receiver are given below:
  1. Personal barriers
  2. Lack of attention
  3. Language barriers


Three Marks Question:
Explain briefly any three personal barriers to communication.

Three personal barriers to communication:
  1. Lack of vocabulary: It arises when the sender sends or uses some words for which the receiver doesn't comprehend properly.
  2. Lack of knowledge: It arises when the sender as well as the receiver have no knowledge about the subject matter.
  3. Lack of hearing: This arises when the receiver keeps on listening but doesn't apply his mind. The receiver listens what he needs to listen and gives no attention to other aspects of work.


Three Marks Question:
Explain briefly any three organisational barriers to communication.

Three organisational barriers to communication are:
  1. Compound structure: The communication is affected by a greater number of management levels in the business organization. More the levels of communication, the communication gets delayed and may change before reaching the receiver.
  2. Organizational rules: Organizations have the rule regarding as in what message and mode of communication should be chosen. And due to the stringent rules, the employees escape themselves from sending any message.
  3. Hierarchical position: The communication should be formal between the low level management employees and high level management.


Short Answer Questions :
'Directing is the heart of management'. Do you agree? Give reasons to support your answer.

Directing is the heart of management because of the followings:
  1. Initiates action: Directing helps to initiate action towards accomplishment of desired objectives.
  2. Integrates employee efforts: Directing integrates individual efforts into team work.
  3. Realization of employees potential: Directing helps employees to realise their full capacity through motivation and leadership.
  4. Facilitates change: Effective directing reduces employee resistance to changes.


Explain Maslow's Need Hierarchy Theory.

Abraham H. Maslow, an American psychologist has developed a classification of human needs known as Hierarchy of Needs. According to him human needs can be classified into five categories as given below:
  1. Psychological needs: These include need for air, water, food and many others. These are the most basic needs and must be satisfied. Satisfaction of such needs is essential for maintaining human life.
  2. Security needs: These include physical safety against danger, economic security against old age people. A person wants shelter, clothing. These provide freedom from fear. An employer can satisfy safety security needs of his employees by offering job security, gratuity, pension.
  3. Social needs: Man is social in nature. He needs love, affection, a sense of belonging, friendship etc. Organizations can satisfy these needs by encouraging team building.
  4. Esteem needs: These include self esteem and esteem of others. Self- esteem means self -confidence. Esteem of others means power, prestige, independence and recognition from others.
  5. Self -actualisation needs:  Self-actualisation needs refer to need to grow and self fulfillment. They are psychological and infinite since there is no limit to progress.


One Mark Question:
Why is motivation called a complex process? 

Motivation is a complex process because it is based on human needs. And an unsatisfied need creates tension which stimulates an individual's drives. All individuals do not have same desires. They are heterogeneous.


Three Marks Question:
Explain briefly any three measures to overcome the communication barriers.

Three measures to overcome the communication barriers:
  1. Open door policy: Managers should be approachable to encourage employees to communicate.
  2. Grapevine: Informal channels of communication should be used intelligently to supplement formal Communication. 
  3. Consistency: Communication should be consistent with the goals and policies of the organisation.


Long Answer Question:
Explain 'Profit sharing', 'co-partnership and suggestion system' as monetary incentive:

Profit sharing: Share in the profits of the firm serves as a good incentive.
Co-partnership and suggestion system: Employees are offered the company's shares below the market price. The allotment of shares creates a feeling of ownership amongst workers.


Which element of Directing induces and encourage employees to follow plan on their own? Explain the meaning of that element.

Motivation
Internal and external factors that stimulate desire and energy in people to be continually interested and committed to a job, role or subject, or to make an effort to attain a goal. Motivation results from the interaction of both conscious and unconscious factors such as the 
(1) intensity of desire or need,
(2) incentive or reward value of the goal, and 
(3) expectations of the individual and of his or her peers.


Name the functions of management which:
Inject life in the organisation.
Ensure work accomplishment as per plan.
Initiate action in the organisation.

1. Staffing, 
2. Controlling, 
3. Directing.


On Annual day of the company, all departmental heads were having dinner with their terms. Production Manager Mr. Siddharth and his supervisor Mr. Ali were also there. Mr. Ali told Mr. Siddharth about the problems faced by workers due to the bad condition of machines. According to him major repairs and replacements of worn out parts were required. Later on, Production Manager made efforts to find out the actual position and found the same situation as described by Mr. Ali. He conveyed the matter to higher authorities who went for overhauling of machinery. As a result, productivity increased by almost 20%.
Top management awarded a cash prize of Rs. 25000/- to Mr. Ali on the next Annual day.
Identify the kind of communication which took place between Mr. Siddharth and Mr. Ali.
What step was taken by top management to improve the situation.
Name and explain the kind of incentive which was given to Mr. Ali.
State two values which are evident from the way of working of company. 

1). Informal communication took place between Mr. Siddharth and Mr. Ali.
2). Remedial action- an action taken to affect the long-term restoration of environmental quality (as under the Comprehensive Environmental Response, Compensation, and Liability Act)
3). Monetary incentive- Monetary Incentives are financial incentives used mostly by employers to motivate employees towards meeting their targets. Money, being a symbol of power, status and respect plays a big role in satisfying the social–security and physiological needs of a person.
4). Increasing motivation of lower-level employees by providing them monetary incentives.
Giving importance to the lower level of management. 


Explain by giving any four points, how supervision is an important element of directing.

In management supervision means overseeing employees at work to ensure that they are working in the desired manner. It involves face to face contact between the superior and his subordinates. The aim of supervision is to ensure that subordinates work efficiently and effectively to accomplish the task assigned to them. Like
  1. Issuing orders and instructions
  2. Handling grievances
  3. Ensuring safety
  4. Scheduling work.


Mr. Nath, a recently appointed production manager of Suntech Ltd. has decided to produce jute bags instead of plastic bags as these are banned by the government. He set a target of producing 1000 jute bags a day. It was reported that the employees were not able to achieve the target. After analysis he found that employees were demotivated and not putting in their best for achieving the target. Mr. Nath's behavior is good towards the employees. His attitude is always positive. So he announced various incentive schemes for the employees like: 
$$\bullet$$ Installing award or certificate for best performance. 
$$\bullet$$ Rewarding an employee for giving valuable suggestions. 
$$\bullet$$ Congratulating the employees for good performance. 
(a) Identify the functions of management highlighted in the above paragraph. 
(b) State the' incentive' under which the employees are motivated. 
(c) State any two values which the production manager wants to communicate to the society by his work and behavior. 

(a) Controlling and directing. 
(b) Employee recognition programme
(c) Value
Sensitivity to environment: 
Good behavior towards employees 
Team work with employees


Which element of Directing help in allocating work and making everyone know about plan for effective controlling? Explain that element. 

Communication-It refers to an art of transferring facts, ideas, feeling, etc. from one person to another and making him understand them. A manager has to continuously tell his subordinates about what to do, how to do, and when to do various things.

Also, it is very essential to know their reactions. To do all this it becomes essential to develop effective telecommunication facilities. Communication by developing mutual understanding inculcates a sense of cooperation which builds an environment of coordination in the organisation.


Five Marks Questions :
Ayesha Ltd. assured their employees that in spite of recession no worker will be retrenched from the job.
(i) Name and explain the type of incentive offered to the employees.
(ii) Explain one more incentive of the same category.

The type of incentive offered is Non- financial incentives.
Non- financial incentives help to satisfy social and psychological needs which money can't satisfy. 
One more incentive is employee participation.
In this case, involvement of employees in taking decision on matters concerning them is a powerful incentive.


Four Marks Question:
'Directing is not required at all in management of an organisation.' Do you agree? Give two reasons in support of your answer.

No. I don't agree with the given statement.
Directing is considered the heart of management process. All the performances revolve around directing. Other functions of management like staffing, planning remain ineffective without directing. It's an indispensable work. If the direction of the organisation is at fault then no organisation can achieve its goals.
Directing helps in the following:
  1. Initiates action
  2. Balance in the organisation


Five Marks Questions :
To satisfy the social and psychological needs, which types of incentives are needed? Explain any four types of such incentives.

To satisfy the social and psychological needs, non- financial incentives are needed. Four types of non- financial incentives:
  1. Employee empowerment: It means giving more autonomy and powers to employees.
  2. Employee participation: Involvement of employees in taking decision on matters concerned is a powerful incentive.
  3. Job security: Employees want a secured job as it gives them less worries of future income.
  4. Status: Status help to satisfy social and esteem needs. It denotes individual's position in the organizational hierarchy.


Five Marks Questions :
Explain the meaning and any three characteristics of directing. 

Directing is considered the heart of management process. Planning, organising and staffing are prepatory functions. Without directing other managerial functions like planning, staffing remaining ineffective. It is an indispensable work and is required to convert plans into performance.
Three characteristics of directing given below:
  1. Initiates action
  2. Improves efficiency
  3. Balance in the organisation


Six Marks Question:
Describe any four organisational barriers to effective communication.

Four organisational barriers to communication:
  1. Status: High status of superior may create a psychological distance.
  2. Rules and regulations: Rigid rules and complicated procedures can be an obstacle to communication.
  3. Organizational facilities: Communication can't be effective without sufficient facilities like complaint box, frequently held meetings.
  4. Compound structure: When organisation structure consists of several levels communication can be delayed.


Explain any four psychological barriers to effective communication.

Four psychological barriers to effective communication are:
a) Premature evaluation: It means deriving conclusions before complexion of message. He/She may jump to conclusions without logical deduction from the situation.
b) Lack of attention: It means when receiver does not pay complete attention to the message as a result communication becomes ineffective. The reason can be preoccupied mind of the receiver.
c) Loss by transmission and poor retention: When communication passes through various levels, this results in filtering or loss of information. 
d) Distrust: Distrust between communicator and receiver also acts a barrier to effective communication. They may not understand each other's message in the original sense.



Six Marks Question:
"Directing plays an important role in the success of management."  Explain any four points of importance of directing in the light of this statement.

Four points of importance of directing are:
  1. Balance in the organisation: Managers bring out balance between individual interests of employees and organisational interests through directing function.
  2. Helps stability and growth: Efficient directing helps an enterprise to survive and growth. It can expand and grow when the right direction is provided.
  3. Improves efficiency: It is through directing that managers get the work done through people. It serves as a means of fostering cooperation and commitment.
  4. Initiates action: All activities of an organisation are initiated through direction. The purpose of direction is to activate employees to work.


Six Marks Question:
Explain any four non-financial incentives that can be used to motivate employees. 

Any four non-financial incentives are:
  1. Status: It means an individual's position in the organizational hierarchy.
  2. Organizational climate: The characteristics which describe an organisation and distinguish it from other organizations is called organisation climate.
  3. Job security: Employees want a secure job as it relieves them from the worry of future income.
  4. Employee empowerment: Giving more autonomy and powers to employee.


Six Marks Question:
"Management functions cannot be carried out efficiently due to barriers of communication." Explain any four organisational barriers in the light of this statement.

Organizational barriers to communication are as follows:
  1. Compound structure:  When the organisation structure consists of several levels, communication can be delayed.
  2. Rules and regulations: Rigid rules and complicated procedures can be an obstacle to communication.
  3. Organizational facilities: Communication cannot be effective without sufficient facilities like suggestion box and complaint box, frequently held meetings.
  4. Status: High status of superior may create a psychological distance.


Six Marks Question:
Explain any four semantic barriers of communication.

Any four semantic barriers of communication are:
  1. Faulty translation: If there is little carelessness in the level of understanding from manager to subordinates then it will be a barrier to communication.
  2. Symbols with different meanings: Same words may convey different meanings to different people. People interpret words and symbols in terms of their own experience and thinking.
  3. Unclarified means of assuming: Sometimes the sender thinks that the receiver knows everything about the subject matter. So therefore it is better to tell him the main point of the matter.
  4. Bad expression of message: The obscurity of language is always a wrong interpretation of message.


"What is meant by 'Directing' as a function of management? Describe any four points of its importance." 

Directing means guiding, instructing, motivating and overseeing the people so that they may work efficiently. It is an executive function.
Four points of its importance:
  1. Human factor: Directing is concerned with superior relationships.
  2. Continuous process: Directing takes place throughout the life of the organisation. The activities of an organisation cannot continue without directing.
  3. Takes place at every level: Every manager from top level management to supervisor performs the directing function.
  4. Initiates action: Directing initiates action in the organisation.


Six Marks Question:
Describe any four personal barriers to effective communication.

Any four personal barriers to effective communication are:
 a) Lack of confidence of superior in his subordinates: If superiors have no confidence and trust in their subordinates then they pay no attention to their advice, opinion or suggestions.
b) Lack of incentives: If there is no incentive for communication then subordinates may not take initiatives to given suggestions.
c) Fear of authority: Sometimes superiors conceal and hide information if they have fear of losing their authority over the subordinates.
d) Unwillingness to communicate: Sometimes employees are unwilling to communicate with superiors if they feel it may negatively effect their own interest.


Explain the following non-financial incentives:
(i) Status (ii) Organisational climate (iii) Career Advancement Opportunities.

  1. Status: Means an individual's position in the organisational hierarchy. Authority, rewards indicate the status of a manager.
  2. Organizational climate: The traits which describe an organisation and distinguish it from other organizations is called organisation climate. Organizational climate influences the behaviour of people.
  3. Opportunity for career advancement: Everyone in the organisation wants to rise to the higher level of the organisation. It's like a motivation if there is an opportunity to develop skills and get promoted to higher levels.


Explain what are non-financial incentives.

Non- financial incentives help to satisfy social and psychological needs which money can't satisfy. Some non- financial incentives are given below:
  1. Status
  2. Employee empowerment
  3. Job security
  4. Job enrichment
  5. Employee participation
  6. Organizational climate


At which level of management, function of directing is performed?

At every level of management function of directing is performed.


"Directing is the function of all managers of the organisation." Do you agree with this statement? Give any three reasons in support of your answer.

"Directing is the function of all managers of the organization." - the statement is agreeable.
Directing is that function of management process which ensures that the members of an organization work efficiently and effectively for the attainment of desired goals. It is obsessed about instructions, guiding, supervising. It includes issuing orders and instructions to subordinates. Any three reasons:

  1. It initiates action: Directing function states how actions have to be carried. In the directing function the superiors direct the actions of employees towards the predetermined goals of the organization.
  2. Balance in the organization: Directing function of management tries to create a balance in the organization. Generally, when the employees are working at different levels they develop different attitudes and balance between their attitudes is made by directing function.
  3. Means of motivation: Directing function does not mean giving orders only but through directions and instructions the superiors try to motivate the employees to perform to their best ability. Motivation is a very important of directing.


In an organisation all the employees take things easy and are free to approach anyone for minor queries and problems. This has resulted in every one talking to each other and inefficiency in the office. It has also resulted in leakage of secret. What system do you think manager should adopt to improve communication?

Presently, they are following free flow of all sources pattern of communication but most suitable channel in this case is wheel pattern. Under wheel pattern all subordinates under one superior communicate through him only. The subordinates are not allowed to talk among themselves. 


Name the communication network in which each person can communicate with his adjoining two persons.

Circle pattern.


Jaideep recently joined as the Managing Director of 'Tivori Ltd:, an apparel designing company. He observed that the company had a number of experienced fashion designers on its payroll. They regularly offered useful suggestions which were neither appreciated nor rewarded by the company. Instead the company outsourced its services to some renowned fashion designers and paid them a good compensation for their services. Because of this the employees felt disheartened and stopped giving useful suggestions.
(a) Identify the communication barrier discussed above.
(b) State the category of this communication barrier.
(c) Explain any other communication barrier of the same category. 

(a) The communication barrier being discussed in the given situation is “lack of proper incentive”. In the given situation, the employees were never appreciated or rewarded by the company.

 (b) Such lack of proper incentives falls under “personal barrier”.

 (c) Another communication barrier of the same category is lack of confidence of a superior in his subordinates. If the manager does not have confidence in the skill and competence of subordinates, he would not seek their advice or opinion.



Suggest which element of directing is suitable under following situations and why?
(i) Workers are always unwilling to take up any kind of work. Due to rise in demand firm wants them to cooperate to meet pending orders. The supervisor is finding it difficult to cope with this situation. 
(ii) Workers of a factory are going to production manager for guidance and information; as a result he is overburdened with the work. Advise him with which function of directing he can reduce his work load.
(iii) In an organisation employees hesitate to express their feelings and suggestions. They do not take initiative to express their problems and suggestions. 

(i) In this situation manager must use motivation element of directing to induce workers and to get willing cooperation of workers.  
(ii) In this situation production manager must appoint a supervisor who will act as a linking pin between production manager and workers. He will also play the role of a guide to help workers to solve their problems.
(iii) In this situation there is a great need for effective leadership. The manager must learn all the qualities of leadership and through training he must try to get as many qualities as possible. He must try to develop confidence and motivation in employees through empathy and listening skill. 


Six Marks Question:
Explain the concept of motivation and Maslow's need hierarchy theory of motivation.

Motivation is the process of inspiring workers to work hard for the achievement of desired goals. It is the result of interaction between human needs and incentives offered to satisfy them.
Abraham H. Maslow had developed a classification of human needs known as Hierarchy of Needs. They can be classified into five categories. They are as follows:
  1. Physiological needs
  2. Security needs
  3. Social needs
  4. Esteem needs
  5. Self-actualization needs


Six Marks Question:
Explain any four organisational barriers to effective communication.

Four organisational barriers to effective communication:
  1. Status: High status of superior may create a psychological distance.
  2. Organizational facilities: Communication can't be effective without adequate facilities like suggestion box, social gathering.
  3. Rules and regulations: Rigid rules and complicated procedures can be an obstacle to communication.
  4. Compound structure: When the organisation structure consists of several levels communication can get delayed.


Which pattern of communication indicates one source of information?

Wheel pattern.


'Suggestion and vacation' are included in which type of formal communication.

They are included in upward communication. 


Answer the following question in $$15$$ to $$20$$ sentences.
Explain any five ways to overcome barriers of communication.

In order to remove hindrances in the way of communication the following steps are worth consideration:

(1) Clarify Ideas before Communication:
The person sending the communication should be very clear in his mind about what he wants to say. He should know the objective of his message and, therefore, he should arrange his thoughts in a proper order.
(2) Communicate According to the Need of the Receiver:
The sender of the communication should prepare the structure of the message not according to his own level or ability but he should keep in mind the level, understanding or the environment of the receiver.
(3) Consult Others before Communication:At the time of planning the communication, suggestions should be invited from all the persons concerned. Its main advantage will be that all those people who are consulted at the time of preparing the communication plan will contribute to the success of the communication system.
(4) Be Aware of Language, Tone and Content of Message:
The sender should take care of the fact that the message should be framed in clear and beautiful language. The tone of the message should not injure the feelings of the receiver. As far as possible the contents of the message should be brief and excessive use of technical words should be avoided.
(5) Convey Things of Help and Value to the Listener:
The subject matter of the message should be helpful to the receiver. The need and interest of the receiver should specially be kept in mind. Communication is more effective in such a situation. 




State any two characteristics of Directing'.

The two characteristics of directing are: 
(i) Directing initiates action; 
(ii) Directing takes place at every level.


Answer the following question in $$2$$ or $$3$$ sentences.
Define motivation.

Motivation is an important factor which encourages persons to give their best performance and help in reaching enterprise goals. A strong positive motivation will enable the increased output of employees but a negative motivation will reduce their performance. A key element in personnel management is motivation.
According to Likert, “It is the core of management which shows that every human being gives him a sense of worth in face-to face groups which are most important to him….A supervisor should strive to treat individuals with dignity and a recognition of their personal worth.”


Answer the following question in $$15$$ to $$20$$ sentences.
Explain the ways to overcome barriers of communication.

9 Important Measures to Overcome the Barriers of Communication
Article shared by : 
In order to remove hindrances in the way of communication the following steps are worth consideration:
(1) Clarify Ideas before Communication:
The person sending the communication should be very clear in his mind about what he wants to say. He should know the objective of his message and, therefore, he should arrange his thoughts in a proper order.

(2) Communicate According to the Need of the Receiver:
The sender of the communication should prepare the structure of the message not according to his own level or ability but he should keep in mind the level, understanding or the environment of the receiver.

(3) Consult Others before Communication:
At the time of planning the communication, suggestions should be invited from all the persons concerned. Its main advantage will be that all those people who are consulted at the time of preparing the communication plan will contribute to the success of the communication system.

(4) Be Aware of Language, Tone and Content of Message:
The sender should take care of the fact that the message should be framed in clear and beautiful language. The tone of the message should not injure the feelings of the receiver. As far as possible the contents of the message should be brief and excessive use of technical words should be avoided.

(5) Convey Things of Help and Value to the Listener:
The subject matter of the message should be helpful to the receiver. The need and interest of the receiver should specially be kept in mind. Communication is more effective in such a situation.

(6) Ensure Proper Feedback:
The purpose of feedback is to find out whether the receiver has properly understood the meaning of the information received. In the face-to- face communication, the reaction on the face of the receiver can be understood.
But in case of written communication or some other sort of communications some proper method of feedback should be adopted by the sender.

(7) Consistency of Message:
The information sent to the receiver should not be self- contradictory. It should be in accordance with the objectives, policies, programmes and techniques of the organisation. When a new message has to be sent in place of the old one, it should always make a mention of the change otherwise it can create some doubts.

(8) Follow up Communication:
In order to make communication effective the management should regularly try to know the weaknesses of the communication system. In this context effort can be made to know whether to lay more stress upon the formal or the informal communication would be appropriate.
Similarly, suggestions can be invited in respect of the medium of communication (oral, written and gestural) to know as to which medium would be more effective and appropriate.

(9) Be a Good Listener:
It is the essence of communication that both the sender and the receiver should be good listeners. Both should listen to the each other’s point of view with attention, patience and positive attitude. A sender can receive much relevant information by being a good listener.




Answer the following question in a sentence or a word.
Mention any one style of leadership.


Autocratic leadership style 

Autocratic leadership style is a strong one-dimensional leadership style that gives full power or authority to the leader/boss/manager. In this style, the leader makes all the decisions without any consultation with subordinates or team members. He makes all the crucial calls which are then communicated to team members and they are expected to work on the instructions immediately.

In a nutshell, the leader is the ultimate decision-maker in an autocratic leadership style. Famous names such as Donald Trump and Albert Jaan Dunlap favors the autocratic style of leadership.



Anjali had been working with 'Tata Enterprises' for the last ten years. She was famous for her dedication towards the work. When the Manager senior to her retired, all her colleagues thought that now Anjali would be promoted. But to everyone's surprise the vacant post was filled by an outsider 'Miss Monika'. Anjali felt demoralised and her performance started declining. She would absent herself often and could not meet her targets.
 Miss Monika was a good leader who would not only instruct her subordinates but also guide and inspire them. She noticed Anjali's behaviour and felt that her performance could be improved. She started involving Anjali in decision-making issues related to the organisation and made her a part of a high-level joint management committee. Anjali was now punctual to office and her performance started improving.
 (a) Identify the function of management being performed by Monika.
 (b) Name the element of the above function of management which helped Monika to improve Anjali's behaviour.
 (c) State any three features of the element identified in (b) above. 

(a) Monika has performed the direction function of management in the above case.

(b) Monika has used motivation to improve Anjali’s behaviour.

(c) Features of motivation:
(i) Motivation is an internal feeling which influences an individual’s psychology such that he is induced to perform better.
(ii) Motivation influences the behaviour of the employees and induces them to work efficiently towards the achievement of the goals of the organisation.
(iii) Motivation can be both positive and negative. Positive motivations can take the form of rewards, incentives or promotions. On the other hand, negative motivations can be in the form of warnings or demotions. The kind of motivation to be followed depends on the needs and attitudes of the employee.


Answer the following question in $$2$$ or $$3$$ sentences.
Define leadership.

Leadership is the ability of an individual or a group of individuals to influence and guide followers or other members of an organization. 
Leadership involves making sound -- and sometimes difficult -- decisions, creating and articulating a clear vision, establishing achievable goals and providing followers with the knowledge and tools necessary to achieve those goals.
Leaders are found and required in most aspects of society, from business to politics to region to community-based organizations.


Write a word/ Phase /term which can substitute the following statements:
A function of management where managers instruct, guide and communicate with the employees.

Directing. 
Directing refers to a process or technique of instructing, guiding, inspiring, counselling, overseeing and leading people towards the accomplishment of organizational goals.


Answer the following question in a sentence or a word.
Name any one style of leadership.

Democratic leadership style
Unlike the above leadership style, the democratic leadership style is more participative in nature where the leader involves team members while making critical decisions. It works well for an organization where team members are highly skilled and experienced. The best part of this kind of leadership style is that the communication is active upward to downward. Also called participative leadership, it requires the leader to be intelligent, creative, considerate, and competent.
In any workplace scenario, democratic leadership style is most preferred over other leadership styles.


Answer the following question in $$20$$ to $$25$$ sentences.
Explain the qualities of good leader.

1. Honesty and Integrity
leadership qualities The 34th President of United States, Dwight.D.Eisenhower once said, “The supreme quality of leadership is unquestionably integrity. Without it, no real success is possible, no matter whether it is on a section gang, a football field, in an army, or in an office.” Honesty and integrity are two important ingredients which make a good leader. How can you expect your followers to be honest when you lack these qualities yourself? Leaders succeed when they stick to their values and core beliefs and without ethics, this will not be possible.

2. Confidence
leadership qualitiesTo be an effective leader, you should be confident enough to ensure that other follow your commands. If you are unsure about your own decisions and qualities, then your subordinates will never follow you. As a leader, you have to be oozing with confidence, show some swagger and assertiveness to gain the respect of your subordinates. This does not mean that you should be overconfident, but you should at least reflect the degree of confidence required to ensure that your followers trust you as a leader.

3. Inspire Others
leadership qualities Probably the most difficult job for a leader is to persuade others to follow. It can only be possible if you inspire your followers by setting a good example. When the going gets tough, they look up to you and see how you react to the situation. If you handle it well, they will follow you. As a leader, should think positive and this positive approach should be visible through your actions. Stay calm under pressure and keep the motivation level up. As John Quincy Adams puts it, “If your actions inspire others to dream more, learn more, do more and become more, you are a leader.” If you are successful in inspiring your subordinates, you can easily overcome any current and future challenge easily.

4. Commitment and Passion
leadership qualities Your teams look up to you and if you want them to give them their all, you will have to be passionate about it too. When your teammates see you getting your hands dirty, they will also give their best shot. It will also help you to gain the respect of your subordinates and infuse new energy in your team members, which helps them to perform better. If they feel that you are not fully committed or lacks passion, then it would be an uphill task for the leader to motivate your followers to achieve the goal.

5. Good Communicator
Good Communicator - TaskQue BlogUntil you clearly communicate your vision to your team and tell them the strategy to achieve the goal, it will be very difficult for you to get the results you want. Simply put, if you are unable to communicate your message effectively to your team, you can never be a good leader. A good communicator can be a good leader. Words have the power to motivate people and make them do the unthinkable. If you use them effectively, you can also achieve better results.

6. Decision-Making Capabilities
good leaders Apart from having a futuristic vision, a leader should have the ability to take the right decision at the right time. Decisions taken by leaders have a profound impact on masses. A leader should think long and hard before taking a decision but once the decision is taken, stand by it. Although, most leaders take decisions on their own, but it is highly recommended that you consult key stakeholders before taking a decision. After all, they are the ones who will benefit or suffer from your decisions.

7. Accountability
good leaders When it comes to accountability, you need to follow the approach highlighted by Arnold H Glasow when he said, “A good leader takes little more than his share of the blame and little less than his share of the credit.” Make sure that every one of your subordinates is accountable for what they are doing. If they do well, give them a pat on the back but if they struggle, make them realize their mistakes and work together to improve. Holding them accountable for their actions will create a sense of responsibility among your subordinates and they will go about the business more seriously.


Explain briefly any three semantic barriers to communication.

Three semantic barriers to communication are as follows :
(i) Badly expressed message Sometimes due to lack of vocabulary, manager may use wrong words, omission of needed words, etc. Due to this, the manager may fail to convey the desired meaning to this subordinates.
(ii) Words with different meanings Sometimes word may have different meaning. Receiver may understand the other meaning, e.g. price, prize, principle, principal right, write, etc.
(iii) Faulty translations Sometimes the workers do not understand the language which is used by manager. Some workers get it translated. If the translator is not efficient, he may make mistakes in translation. Due to wrong translation, there may be transfer of wrong message.


Name Elements of Direction.

Following are the elements of Directing-
(i) Supervision - Supervision is all about immediate and direct guidance and control of subordinates while performing their work. It involves closely observing the subordinates at work and ensuring that they work according to the policies and plans of the organization.
(ii) Motivation - Motivation is derived from the word motive which means need, drive, or want of an individual. Motivating employees means stimulating the employee to accomplish his/her goals along with the company goals.
(iii) Leadership - Leadership is a process that managers use to guide, direct, and influence the work of their subordinates in the desired direction. It is also the ability of the manager to induce the employees to work confidently and with vigor.
(iv) Communication - Effective communication is understood as the exchange of facts, thoughts, information, or opinions between two or more people to create confidence or mutual understanding. There are many ways to communicate actions, words, symbols, etc.


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 $$1$$ st 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 peoples 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 assumptions of this theory. 
(b) State the needs of Kunal which are being satisfied through promotion.

(a) The assumptions of need hierarchy theory are: 
(i) People’s needs are in hierarchical order, starting from basic needs to other higher-level needs. 
(ii) A selected need can no longer motivate a person. Only the next higher-level need can motivate him.
(iii) A person moves to the next higher level of the hierarchy only when the lower need is satisfied. 


 (b) Here, Kunal’s needs are being satisfied through “Promotion” which are categorized under “Esteem Needs”. These needs refer to realizing or reaching the aim of your life. Once the employee becomes what he wants to become, it means satisfaction of his actualization need. For E.g. When a soldier faces bravely the bullet of the enemy, he seems to make realize the self–actualization need.


Briefly explain measures that can be taken for improving communication effectiveness.

Organizations keen on developing effective communication should adopt suitable measures to overcome the barriers and improve communication effectiveness. Some such measures are indicated below:
(i) Clarify the ideas before communication: The problem to be communicated to subordinates should be clear in all its perspective to the executive himself.
(ii) Communicate according to the needs of the receiver: The level of understanding of the receiver should be crystal clear to the communicator.
(iii) Consult others before communicating: Before actually communicating the message, it is better to involve others in developing a plan for communication.
(iv) Be aware of languages, tone, and content of a message: The contents of the message, tone, language used, the manner in which the message is to be communicated are the important aspects of effective communication.
(v) Convey things of help and value to listeners: While conveying messages to others, it is better to know the interests and needs of the people with whom you are communicating.
(vi) Ensure proper feedback: The communicator may ensure the success of communication by asking questions regarding the message conveyed.
vii) Communicate for the present as well as future: The communication should aim at future goals of the enterprise also along with existing commitments.
(viii) Follow-up communications: There should be regular follow-up and review of the instructions given to subordinates.
(ix) Be a good listener: The manager should be a good listener. Patient and attentive listening solves half of the problems.


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.

It is a Premature Evaluation, as Ashok misinterpreted the comments of Kamal. Some people have the tendency to form a judgement before listening to the entire message, which leads to misunderstanding and acts as a barrier in effective communication. 


Explain Formal Communication and its types.

Formal communication flows through official channels designed in the organisation chart. This communication may take place between a superior and subordinate, a subordinate and superior, or among the same cadre employees or managers. Formal communication may be further classified as:
1. Vertical communication flows vertically, i.e., upwards or downwards through formal channels. Upward communications refer to the flow of communication from subordinate to superior whereas downward communication indicates communication from a superior to subordinate.
2. Horizontal or lateral communication takes place between one division and another. For example, a production manager may contact the marketing manager to discuss scheduling of product delivery, product design, quality, etc.


Define Communication Network and its types in Formal Organisation.

The pattern through which communication flows within the organisation is generally indicated through a communication network. Different types of communication networks may operate in formal organisations. Some of the popular communication networks are:
(i) Single-chain: This network exists between a supervisor and his subordinates. Since many levels exist in an organisation structure, communication flows from every superior to his subordinate through the single chain.
(ii) Wheel: In-wheel network, all subordinates under one superior communicate through him only as he acts as a hub of the wheel. The subordinates are not allowed to talk among themselves.
(iii) Circular: In a circular network, the communication moves in a circle. Each person can communicate with his adjoining two persons. In this network, communication flow is slow.
(iv) Free flow: In this network, each person can communicate with others freely. The flow of communication is fast in this network.
(v) Inverted V: In this network, a subordinate is allowed to communicate with his immediate superior as well as his superiors superior. However, in the later cases, only prescribed communication takes place.


Give the meaning of supervision as an element of directing.

Supervision refers to overseeing the work of the subordinates by their respective superiors.



Briefly explain barriers to communication.

It is generally observed that managers face several problems due to communication breakdowns or barriers. These barriers may prevent communication or filter part of it or carry incorrect meaning due to which misunderstandings may be created. The barriers to communication in the organizations can be broadly grouped as:
1. Semantic Barriers - Semantics is the branch of linguistics dealing with the meaning of words and sentences. Semantic barriers are concerned with problems and obstructions in the process of encoding and decoding of messages into words or impressions. For example-
(i) Badly expressed message
(ii) Symbols with different meanings
(iii) Faulty translations
(iv) Unclarified assumptions
(v) Technical jargon
(vi) Body language and gesture decoding
2. Psychological Barriers - Emotional or psychological factors act as barriers to communicators. The state of mind of both sender and receiver of communication reflects ineffective communication. Some of the psychological barriers are:
(i) Premature evaluation
(ii) Lack of attention
(iii) Loss by transmission and poor retention
(iv) Distrust
3. Organisational Barriers - The factors related to organization structure, authority relationships, rules, and regulations may, sometimes, act as barriers to effective communication. Some of these barriers are:
(i) Organisational policy
(ii) Rules and regulations
(iii) Status
(iv) Complexity in organization structure
(v) Organisational facilities
4. Personal Barriers - The personal factors of both sender and receiver may exert influence on effective communication. Some of the personal barriers of superiors and subordinates are mentioned below:
(i) Fear of challenges to authority
(ii) Lack of confidence of superior on his subordinates
(iii) Unwillingness to communicate
(iv) Lack of proper incentives


'AS. 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 presentations to their clients. As per the policy of the Company, the team leader used to travel by air whereas his team traveled 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. State the features of the element of the function of management used by the CEO. 

Motivation is the element of the function of management used in the above case. A variation in travel policies changes the perspective of the employees towards the organisation and resulted in better utilisation of time by the employees. All employees started feeling equal and this increased their belongingness towards the organisation.

The following are the features of Motivation:
(a) Motivation is an internal feeling: The urge, drives, desires, aspirations, striving or needs of human being, which are internal, influence human behaviour. For example, People may have the urge to possess a motorbike, comfortable house, reputation in society. These urges are internal to an individual.
(b) Motivation produces goal-directed behaviour: For example, The promotion in the job may be given to the employee with the objective of improving his performance. If the employee is interested in promotion, it helps to produce behaviour to improve performance.
(c) Motivation can be either positive or negative: Positive motivation provides positive rewards like an increase in pay, promotion, recognition etc., Negative motivation uses negative means like punishment, stopping increments, threatening etc. which also may induce a person to act in the desired way.
(d) Motivation is a complex process: The individuals are heterogeneous in their expectations, perceptions and reactions. Any type of motivation may not have a uniform effect on all the members.



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 employees. 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 pal (a) above. 

(a) The two communication barriers because of which ‘Unique Enterprises’ was not able to achieve its target is:
(i) Personal Barrier due to lack of confidence of superior on his subordinates.
(ii) Organisational barrier due to Policy Structure of the organization which creates communication gaps between superiors and subordinates.

(b) Personal barrier:
Fear: Fear of challenges to authority may make the superior withhold communication.
Organizational barrier:
Rules and Regulations: Rigid Rules and regulations may delay communication and make the process cumbersome.



Explain Wheel & Spoke network in communication.

Wheel and spoke network : This organization where there is a single controlling authority who gives instructions and orders to all employees working under him / her. All employees get instructions directly from the leader and report back to him / her. It is direct and efficient for a small business / company, but inappropriate way of communication in a large organization with many people. A company with many employees needs more decision makers or nothing would get done.  Can a large conglomerate like Reliance or Tata Sons have one person making decisions ? Moreover, if the central figure is not competent, the entire business will suffer. 
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Encoding the matter is an important element of communication, comments?

Encoding is the process of turning thoughts into communication. The encoder uses a 'medium' to send the message - a phone call, email, text message, face-to-face meeting, or other communication tool. The level of conscious thought that goes into encoding messages may vary. 


Explain how listening for Understanding helps in communication.

Listening for Understanding : We are bombarded by noise and sound in all our waking hours. We 'hear' conversations, news, gossips and many other forms of speech all the time. However, most of it is not listened to carefully and therefore, not understood, partially understood or misunderstood. A good listener does not only listen to the spoken words, but observes carefully the nonverbal cues to understand the complete message. He/she absorbs the given information, processes it, understands its context and meaning and to form an accurate, reasoned, intelligent response. The listener has to be objective, practical and in control of his emotion. Often the understanding of a listener is coloured by his own emotions, judgments, opinions, and reactions to what is being said. While listening for understanding, we focus on the individual and his agenda. A perceptive listener is able to satisfy a customer and suggest solutions as per the needs of the client. 


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 colleagues 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. 

(a) i) Informal Communication- "Colleague sent a text message to his immediate superior" 
"Mr. B. Chatterjee sent a text message to the employees of organisation requesting them to donate blood" 
ii) Formal Communication- When the General Manager came to know about it he ordered for fumigation in the company premises and cleanliness of the surroundings" 

Note: Text messages and face to face conversations are considered as informal communication.

(b) The features of informal communication are as follows: 
i) Communication that flows without following the formal defined path;
ii) Arises out of social interactions among the employees. 

(c) The two values that are being communicated to the society are as follows: 
i) Cleanliness of the surroundings; 
ii) Sympathy for employees.


What is formal communication, explain.

Formal communication : Formal Communication, both oral and written, follows certain rules, principles and conventions in conveying the message,. The hierarchy in the organization has to be followed. Formal format, style and language have to be used. The communication pattern can be vertical, horizontal or diagonal. 


Class 12 Commerce Business Studies Extra Questions