Professional defensiveness, while a smile can convey greatly affects its meaning.

The same
Communication – Sample friendliness. gesture or expression can have different
Paper meanings depending on the situation.
2. Oculesics (Eye Behavior): This
concerns eye contact, movement, and 7. Tactile (Touch): This involves the use of
gaze. Maintaining eye contact can touch in communication, such as
Note: Attempt Questions from all sections as directed. indicate interest and confidence, while handshakes, hugs, or pats on the back.
avoiding eye contact might be Like proxemics, the appropriateness and
Section A - Attempt any Two questions out of interpreted as discomfort or dishonesty. interpretation of touch vary by culture.
Four. Each question carries 7.50 marks. [15
Marks] 3. Proxemics (Personal Space): This Understanding and effectively utilizing these
pertains to the physical distance non-verbal communication styles can greatly
between people during interactions. enhance your ability to interact with others in
Personal space preferences can vary both personal and professional settings.
Question No: 1 greatly between cultures and
Discuss Non-Verbal Communication styles individuals. Question No: 2
(KOPACCT) How is the concept of “Small Talk” an
4. Artifacts (Objects and Appearance): essential communication or rapport building
Answer This includes the use of objects, tool?
clothing, and other accessories to Answer
Non-verbal communication is a fascinating and communicate. For instance, a Small talk helps set the tone for deeper
essential part of human interaction that conveys professional outfit can imply seriousness conversations by establishing a connection between
messages without words. The KOPACCT model, and competence. individuals. It allows participants to gauge each
which stands for Kinesics, Oculesics, Proxemics, other's comfort levels and personalities, facilitating
Artifacts, Chronemics, Context, and Tactile, is a 5. Chronemics (Time): This refers to the smoother transitions to more meaningful discussions
comprehensive framework for understanding these use of time in communication. Small talk often gets a bad rap, dismissed as
non-verbal cues. Punctuality, waiting time, and the speed mindless chatter. However, it plays a crucial role in
of speech can influence perceptions. In creating first impressions and building rapport.
Here's a breakdown of each component: some cultures, arriving early is a sign of Through small talk, people find common ground,
respect, while in others, being late might ease into deeper conversations, and establish a
1. Kinesics (Body Language): This be more acceptable. shared context for future interactions.
includes gestures, posture, facial Think of it as the social lubricant that:
expressions, and body movements. For 6. Context (Situation and Environment):
example, crossed arms might suggest The context or setting of communication
1
  Breaks the Ice: Helps initiate 2. Building Relationships: It fosters a sense might not be documented, causing issues in
conversations, making interactions less of camaraderie and trust among individuals, traceability and accountability.
awkward or intimidating enhancing team cohesion and morale. while informal communication offers numerous
 Builds Rapport: Allows individuals to 3. Flexibility: It allows for more spontaneous benefits such as speed, efficiency, and improved
gauge each other's interests, personalities, and adaptable exchanges, enabling relationships, it also poses risks like
and communication styles participants to adjust and respond in real miscommunication, lack of accountability, and
 Establishes Trust: Sets a comfortable, non- time. potential breaches of confidentiality. Balancing
threatening tone that can lead to more 4. Encourages Creativity: The relaxed nature both informal and formal communication is
meaningful exchanges of informal communication can lead to essential for fostering a productive workplace
In summary, small talk is far from trivial; it plays an more open and creative discussions, environment.
essential role in building rapport, enhancing encouraging innovative ideas.
communication skills, and improving social 5. Reduces Barriers: It can break down Question No: 4
interactions. By embracing this form of hierarchical barriers, making it easier for
conversation, individuals can cultivate deeper employees to communicate with higher-ups Discuss the following terms:
connections and foster a sense of community in both and vice versa.
personal and professional environments. Disadvantages of Informal Communication: 1. Ethnocentrism
Plus, it’s the gateway to discovering shared 1. Lack of Accountability: Since it's not 2. Stereotyping
experiences and connections, forming the formally recorded, it can be difficult to track 3. Culture Shock
foundation for strong relationships. and hold individuals accountable for the 4. Cultural Relativism
information shared. 5. Cross cultural communication
Question No: 3 2. Potential for Miscommunication: Informal
Write down the advantages and communication can lead to Answer
disadvantages of Informal Communication. misunderstandings, as messages may be less 1. Ethnocentrism
Answer clear and precise compared to formal Ethnocentrism is the tendency to view one's own
Informal communication, often referred to as communication. culture, ethnic group, or nation as superior to others.
"grapevine" communication, is characterized by 3. Rumors and Gossip: There's a higher risk This often leads to judging other cultures by the
casual conversations that happen spontaneously of spreading rumors and misinformation, standards and values of one's own culture. While it
among employees or individuals without a formal which can harm relationships and can foster group pride and cohesion, it can also
structure. Let's explore its advantages and organizational culture. cause misunderstandings and conflicts when
disadvantages: 4. Inconsistency: Information passed through interacting with different cultures.
Advantages of Informal Communication: informal channels may become distorted, 2. Stereotyping
1. Speed and Efficiency: Information can be leading to inconsistencies and confusion. Stereotyping involves making generalized and often
disseminated quickly without the need for 5. Lack of Documentation: Important oversimplified assumptions about a group of people
formal channels, speeding up decision- decisions or information shared informally based on characteristics such as race, gender, age, or
making and responses. nationality. These assumptions can be both positive
2
and negative but often lead to prejudice and Question No: 1 What is an Online Meeting? 2. Cost Savings: By reducing travel expenses
discrimination. Stereotyping overlooks the How successful has been the virtual setup associated with in-person meetings,
individuality of people within a group, leading to with respect to MNCs, and other industries? companies have realized substantial cost
unfair and biased perceptions. savings. This financial benefit has
3. Culture Shock encouraged organizations to adopt virtual
Answer
Culture shock occurs when an individual meeting formats as a standard practice.
Online meetings have become a fundamental aspect
experiences discomfort or disorientation after being 3. Enhanced Productivity: Many
of modern communication, especially in the context
introduced to a culture vastly different from their organizations report increased productivity
of multinational corporations (MNCs) and various
own. It typically involves stages such as honeymoon due to the time saved from commuting and
industries. Here's a detailed overview of what online
(initial excitement), frustration, adjustment, and the ability to schedule meetings more
meetings are and their success in different sectors.
acceptance. The impact of culture shock can affect efficiently. The use of collaborative tools
What is an Online Meeting?
both personal and professional life, but it often leads during online meetings allows for
An online meeting is a gathering that takes place
to significant personal growth and a deeper immediate sharing of information and
over the internet, allowing participants to connect
understanding of the new culture. decision-making,
from different locations using digital technology.
4. Cultural Relativism 4. Broader Participation: Online meetings
This format can include video conferences,
Cultural relativism is the idea that one should enable broader participation from team
teleconferences, and web conferences, enabling real-
understand and interpret another culture based on its members across different regions and time
time communication through audio, video, and
own values and beliefs, rather than judging it by the zones. This inclusivity can lead to more
screen-sharing tools. Online meetings facilitate
standards of one's own culture. It promotes empathy diverse input and perspectives during
collaboration among team members, clients, and
and helps in appreciating cultural diversity by discussions, enhancing creativity and
stakeholders without the need for physical presence.
recognizing that no culture is inherently superior or problem-solving.
Success of Virtual Setups in
inferior to another. 5. Challenges with Engagement: Despite
MNCs and Other Industries
5. Cross-Cultural Communication these advantages, online meetings can
Cross-cultural communication refers to the process sometimes lead to disengagement among
The shift to virtual setups has been significant
of exchanging information, ideas, and messages participants due to technical issues or the
across various sectors, particularly following the
between individuals or groups from different lack of personal interaction. Companies are
COVID-19 pandemic. Here are some key points
cultural backgrounds. Effective cross-cultural continually exploring ways to enhance
highlighting their success:
communication requires an awareness and engagement through better technology and
1. Increased Flexibility and Accessibility:
understanding of cultural differences, including meeting practices.
Online meetings have provided
language, non-verbal cues, and social norms, to 6. Adaptation Across Industries: Various
organizations with the flexibility to conduct
avoid misunderstandings and foster mutual respect. industries have successfully integrated
discussions without geographical
These concepts are central to fostering a more online meetings into their operations. For
constraints. Employees can join meetings
inclusive and harmonious global society. instance, tech companies leverage virtual
from anywhere, which has been especially
Section B - Compulsory Questions. Each platforms for product launches and training
beneficial for remote work arrangements
question carries 7.50 marks. [15 Marks] sessions, while educational institutions
adopted by many MNCs.
3
 utilize them for remote learning setups have ensured business continuity. expanding their reach during challenging
environments. Companies adapted quickly to remote work, times.
7. Future Trends: As hybrid work models maintaining operations without major Overall, the virtual setup has proven to be a
emerge, the reliance on online meetings is disruptions. valuable tool for modern businesses,
expected to persist. Organizations are Challenges enhancing collaboration, reducing costs, and
investing in better technology solutions to  Technical Issues: Internet connectivity fostering flexibility despite some
improve the quality of virtual interactions problems and technical glitches can challenges.
and ensure effective communication among sometimes disrupt meetings6. Ensuring
dispersed teams. reliable technology and support is crucial. In conclusion, online meetings have proven
 Engagement and Participation: Keeping to be an effective communication tool for
Success of Virtual Setups in MNCs and participants engaged in virtual meetings can MNCs and other industries by enhancing
Other Industries be more challenging compared to in-person flexibility, reducing costs, and improving
Virtual meetings have revolutionized the meetings. Facilitators need to employ productivity. While challenges remain in
way businesses operate, especially for strategies to maintain interaction and terms of engagement and interaction quality,
multinational corporations (MNCs) and attention6. ongoing advancements in technology are
various other industries4.  Security Concerns: Protecting confidential likely to further optimize this mode of
Advantages information during online meetings requires communication in the future.
 Global Collaboration: MNCs with offices robust security measures. Without proper Question No: 2
worldwide have leveraged online meetings protocols, there is a risk of data breaches.
to collaborate seamlessly across different  Work-Life Balance: The boundary between Discuss the use of Visual Aids in reports
time zones. This has significantly improved work and personal life can blur when with examples.
productivity and efficiency. working remotely, leading to potential
 Cost Savings: Reduced travel-related costs burnout3. Companies need to promote a Answer
and time savings have been major financial healthy work-life balance for their Visual aids are essential tools in reports,
benefits for companies. Employees can employees.
enhancing clarity, engagement, and
participate in meetings from their own Success Stories
understanding of complex information.
locations, eliminating the need for  MNCs like Microsoft and Google have
expensive business trips. successfully conducted large-scale virtual Visual aids are powerful tools in reports that
 Flexibility and Inclusivity: Online conferences, showcasing their ability to help convey information more clearly and
meetings provide flexibility for remote work adapt to virtual setups. effectively. They can simplify complex data,
and allow employees with different needs  Healthcare and Education: Virtual highlight important points, and engage the
(e.g., working parents, individuals with consultations and online classes have audience in ways that text alone
disabilities) to contribute effectively. become mainstream, allowing these cannot.They can take various forms,
 Continuity During Crises: During global industries to continue functioning and even including charts, graphs, tables, and
events like the COVID-19 pandemic, virtual infographics. Here’s a detailed discussion on
4
the use of visual aids in reports, along with compare sales figures of different  Diagrams: Help explain complex
relevant examples. products over a quarter. systems or relationships. For instance, a
Importance of Visual Aids in Reports  Pie Charts: Ideal for showing Venn diagram can show the overlap
1. Enhancing Comprehension: Visual proportions and percentages. For between different sets, such as customer
aids simplify complex data and make it instance, a pie chart can illustrate the segments sharing common
more digestible for readers. They help market share distribution among characteristics.
break up dense text and highlight key different companies. 5. Images and Photographs
points, improving the overall readability  Line Graphs: Great for showing trends  Visual Examples: Photographs or
of the report. over time. For example, a line graph can images can provide visual evidence or
2. Retention of Information: Studies depict the monthly revenue growth over examples. For example, include
show that people retain information the past year. photographs of product prototypes in a
better when it is presented visually. 2. Tables new product development report.
Visual aids can reinforce verbal  Data Tables: Organize and present 6. Maps
messages and make them more detailed data in a structured format. For  Geographical Maps: Useful for
memorable. example, a table can display the showing locations, regions, or
3. Engagement: Incorporating visuals financial performance indicators of a distributions. For example, a sales report
keeps readers engaged and interested in company, including revenue, expenses, might include a map highlighting
the content. This is particularly and profit margins. regions where sales are highest and
important in lengthy reports where 3. Infographics lowest.
attention may wane.  Use infographics to combine text, 7. Highlight Boxes
4. Professional Presentation: Well- images, and data for an engaging  Text Boxes: Use these to highlight
designed visual aids contribute to a presentation. For instance, an critical points or summaries. For
polished and professional appearance of infographic can summarize the key example, a text box can emphasize key
reports, enhancing the credibility of the findings of a market research report, takeaways from a research finding.
author and the organization. making it easier to understand and Benefits of Using Visual Aids:
remember.  Clarity: Visual aids can simplify and
Relevant Examples of Visual Aids in 4. Diagrams and Flowcharts clarify complex information.
Reports.  Flowcharts: Useful for illustrating  Engagement: They make the report
1. Graphs and Charts processes or workflows. For example, a more engaging and visually appealing.
 Bar Charts: Useful for comparing flowchart can map out the steps in a  Retention: Visuals can help readers
quantities across different categories. project management process or the remember information better.
For example, you can use a bar chart to customer service flow.
5
 Quick Reference: Charts and graphs foster better understanding among their b. Quality of information
allow for quick reference, making it audience.
easier for readers to interpret data. c. Age of writer
Example Scenario: Section C - Compulsory Questions. Each
d. Ability to acquire information
Imagine a quarterly sales report for a question carries 2.00 marks. [40 Marks]
tech company. The report includes: 4) In a technical report which of these must be
 A bar chart showing the sales 1)What is the meaning of bona fide? avoided?
performance of different products.
Select one: Select one:
 A pie chartillustrating the percentage of
sales from different regions. a. Genuine a. Facts
 A line graph tracking the total revenue
over the last four quarters. b. Very annoying b. Logical Conclusion
 Infographics summarizing key
c. Feeling of belonging c. Objective Evaluation
highlights, such as top-selling products
and new market entries. d. Complete authority d. Subjective Evaluation
 Photographs of the latest product
models.
 Mapsmarking the regions with the
highest growth. 2) Which of these is true about stage fright? 5) Which of these is not a formal report?
By incorporating these visual aids, the Select one: Select one:
report not only becomes more
informative but also more engaging and a. It leads to insomnia a. Informational
easier to understand.Visual aids
significantly enhance reports by b. key issue is elimation of fear b. Informal
improving comprehension, retention, c. Normal people do not have it c. Interpretative
and engagement while providing a
professional presentation. By d. Can be used constructively d. Routine
strategically incorporating charts,
graphs, tables, infographics, and 3) Which of these is not a parameter in a report?
diagrams, authors can effectively Select one: 6)basic
communicate complex information and
a. Extent of information difference
6
between 8) The Agenda communicates important d. Conversations are linear.
information such as:
formal 11) What is multiculturalism?
Select one:
and Select one:
a. topics for discussion
informal a. the existence of cultural diversity within a
b. presenter society
report is

Select c. time allotment b. policies encouraging ethnic groups to live

together in harmony
one: d. All of the above
c. new immigrants adopting the values and norms of
a. Formal report is complete while informal is 9) The notice of a meeting must specify: the host culture
incomplete
Select one: d. ethnic group cultures exist separately within a
b. Formal report is precise while informal report is society
a. Type of meeting
lengthy
12) What term describes the fixed and inflexible
b. Name of company
c. Formal report follows a specific format while characterizations of social groups?
informal does not c. date of issue of notice Select one:
d. Formal report has predefined purpose while d. All of the above
informal report has not a. Stereotypes

7) Which of these should one follow to compose b. Prejudice

meeting minutes? 10) Which of the following is NOT a conversation
c. Scapgoating
characteristic?
Select one:
d. Discrimination
Select one:
a. List of expected attendees
13) What was the system of forced racial
a. Conversations are extemporaneous.
b. Use a device to record segregation in South Africa known as?
b. Conversations are locally managed.
c. Be prepared Select one:
c. Conversations are sequentially organized.
d. All of the above a. apartheid

7
b. ethnic cleansing Select one: d. 3

c. multiculturalism a. This report aims to identify....

d. assimilation b. The results show that.. 19) Which of these are not a feature of Oral
Communication
14) Which of the following is not part of a c. In order to find this out, we...
sociological definition of a ‘minority group’? Select one:
d. None of the above
Select one: a. Requires more than two or more partners
17) The cultural differences argument moves
a. the minority group is disadvantaged compared to from the premise that there is disagreement b. There are interruptions
the more powerful and dominant group between cultures about moral judgments to the
conclusion that c. It is asynchronous
b. minority groups are always non-white
Select one: d. It is face to face
c. the minority group has a strong sense of group
solidarity a. moral progress takes a long time 20) Which of these require low planning?

d. the minority group often experiences prejudice b. some societies are right and others wrong Select one:
and discrimination
c. the Eskimos do not take care of their infants a. An Interview
15) Permanence in communication is best
d. there are no objective moral standards b. A meeting
achieved via
c. A conversation
Select one:

18) How many types of grapevine communication d. A debate

a. Face-to-face conversation
is there?
b. Hard Copy
Select one:
c. E-mail
a. 9
d. Cellphone
b. 5
16) What phrase is used in the Introduction?
c. 7