DOEACC B LEVEL EXAM PBC DETAIL

B5.1-R4: PROFESSIONAL AND BUSINESS COMMUNICATION
Objective of the Course

This objective of this paper is to equip the student with Professional and Business Communication Skills so as to enable him to effectively communicate and present technical reports/presentations. The course covers various forms of communications and process, art of listening, building interpersonal networks, group and team communications, interview and presentation skills.
Outline of Course

S. No. Topic Minimum number of hours
1. Introduction 02
2. Forms of Technical Communication 04
3. Communication Process 10
4. The Art of Listening 05
5. Interpersonal Network 05
6. Communication in Groups and Teams 04
7. Resumes and Interviews 02
8. Making Presentation I 02
9. Making Presentations II 04
10. Managing Techno-Life 02

Lectures = 40
Practical/tutorials = 40
Total = 80

Detailed Syllabus

1. Introduction 02 Hrs. What is Communication? Why Communication is Key to Success in today’s Business? Goals of Communication; Effective Communication; Communication Competence

2. Forms of Technical Communication 04 Hrs.
Technical Reports; Forms, Memos, Letters and emails; Graphocs; Reports; White Papers;

3. Communication Processes 10 Hrs.
Oral Communication Techniques; Speaking in Public; Negotiating Skills; facilitator and Participant skills in meetings; Proper Business Writing; Email Etiquettes; Reading and Comprehension skills.

4. The Art of Listening 05 Hrs.
Benefits of Effective Listening; Hearing versus Listening; A Model of Listening; Gender Differences and Listening; Assessing Differences and Listening, Improving Your Lustening Skills; How to talk so that Others will Listen; Body language.

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5. Interpersonal Work 05 Hrs.
Defining Interpersonal Communication; The Impact of Conversations on Relationships; Formal and Informal Communication; Vertical versus Horizontal Organizations; Communication Styles; Communication Climate; Job Productivity and Satisfaction at Work Place; Building Interpersonal Skills in the Workplace, Internet Tools of Networking.

6. Communication in Groups and Teams 04 Hrs. The Elements of Successful Group Communication; Types of Small Groups Operating in an Organization; Demographic Variables that affect Group Life; The Group Decision Making Process; Tools for Effective Problem Solving; Performing Effectively in Teams; managing Meeting mania; How to Stand out at Someone else’s Meeting.

7. Resumes and Interviews 02 Hrs.
Introduction to Resumes; Cover Letters; The Employment Interview; Surviving the Group Employment Interview; The Informational interview; The Performance Appraisal Interview.

8. Making Presentations I 02 Hrs.
Facets of Professional Presentations; Understanding Your Audience and the Speaking Occasion; Managing Time; Establishing Your Presentation Goals; Selecting the Best Format for your Presentation.

9. Making Presentations II 04 Hrs.
Brainstorming; Developing Logical Sequences for Your Messages; Supporting Ideas; Generating Appeals and gathering evidence; Setting and Achieving your Image Goals; Optimizing; your PERC-Quotient.

10. Technology in Communication 02 Hrs.
Communication Technology Today; Mobile Communication (Phones, e-Books, etc.); Changing Role of Communication Technology in the Workplace; Communication Competence and Life-Long Learning; Human Technology and the Virtual Office; Modern Software Tools for business communication; Web 2.0 Tools; Techno-Life in the next decade.

RECOMMENDED BOOKS
MAIN READING
1. Kitty Locker and Stephan K.Kaczmarek, “Business Communication”, 3rd Edition, Tata McGraw-Hill, 2007.
2. Andrea Rutherford, “Basic Communication Skills for Technology”, Pearson Education.
3. Meenakshi, Raman and S.Sharma, “Technical Communication” (OUP), 2009.

SUPPLEMENTARY READING

1. J. Penrose et., “Advanced Business Communication”, Thomson Asia Ltd., 2002..











B5.1-R4: PROFESSIONAL AND BUSINESS COMMUNICATION


1. (7 x 4)
a) What are pre-interview preparations to be done?
b) How to create effective resumes?
c) Enumerate features of a good web site.
d) Bring out the importance of ON-Line Help systems.
e) Give salient etiquette of electronic communication – emailing and chatting
f) Web 2.0 Tools and their relevance in social networking.
g) How has PC become the most powerful tool of communication for the modern business?

2. (8+5+5)
a) Describe the various communication styles. Illustrate by examples.
b) What steps would you follow to improve your communication?
c) How can you communicate clearly and effectively? Highlight the use of body language.

3. (8+5+5)
a) What are the basic writing skills? Give illustrations.
b) Discuss the basic guidelines for writing effective business letters.
c) How to write reports and structure memos? Write a sample of each.

4. (5+5+4+4)
a) List the guidelines for improving the listening skills?
b) Bring out reasons as to why it is important to practice effective listening techniques.
c) What are the do’s & don’ts of listening?
d) How to make others to listen you?

5. (5+5+4+4)
a) How to plan for a presentation? Enumerate the features of a good presentation.
b) How to organize a persuasive presentation?
c) List the steps to analyze the audience before and during the presentation?
d) How to handle questions effectively?

6. (8+5+5)
a) Discuss how one can be a good team player? Assume you are a team leader, what strategies would you adopt to help your team work together more effectively and efficiently?
b) How to conduct a negotiation? How to establish your terms of agreement?
c) Discuss the essence of communication technology in your workplace.
7. (5+5+4+4)
a) What steps to follow to create first impressions and impact?
b) How to understand the supervisor Styles?
c) How to manage physical culture?
d) How to avoid clashes during group discussion?

8. 18
Write an email to a customer apologizing for the dlay in the shipment of a product and requesting an additional period of two weeks for delivery.

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"2010 question paper solved Doeacc B level PBC"

Types of Resumes:

There are several basic types of resumes used to apply for job openings. Depending on your personal circumstances, choose a chronological, a functional, combination, or a targeted resume.

Chronological Resume:

A chronological resume starts by listing your work history, with the most recent position listed first. Your jobs are listed in reverse chronological order with your current, or most recent job, first. Employers typically prefer this type of resume because it's easy to see what jobs you have held and when you have worked at them. This type of resume works well for job seekers with a strong, solid work history.
Sample Chronological Resume

Functional Resume:

A functional resume focuses on your skills and experience, rather than on your chronological work history. It is used most often by people who are changing careers or who have gaps in their employment history.
Sample Functional Resume

Combination Resume:

A combination resume lists your skills and experience first. Your employment history is listed next. With this type of resume you can highlight the skills you have that are relevant to the job you are applying for, and also provide the chronlogical work history that employers prefer.
Sample Combination Resume

Targeted Resume:

A targeted resume is a resume that is customized so that it specifically highlights the experience and skills you have that are relevant to the job you are applying for. It definitely takes more work to write a targeted resume than to just click to apply with your existing resume. However, it's well worth the effort, especially when applying for jobs that are a perfect match for your qualifications and experience.
Sample Targeted Resume

Mini Resume:

A mini resume contains a brief summary of your career highlights qualifications. It can be used for networking purposes or shared upon request from a prospective employer or reference writer who may want an overview of your accomplishments, rather than a full length resume.
Help:http://jobsearch.about.com/od/resumes/p/resumetypes.htm
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COMMUNICATION STYLE:

Every time we speak, we choose and use one of four basic communication styles: assertive, aggressive, passive and passive-aggressive.
Assertive Communication
The most effective and healthiest form of communication is the assertive style. It's how we naturally express ourselves when our self-esteem is intact, giving us the confidence to communicate without games and manipulation.
When we are being assertive, we work hard to create mutually satisfying solutions. We communicate our needs clearly and forthrightly. We care about the relationship and strive for a win/win situation. We know our limits and refuse to be pushed beyond them just because someone else wants or needs something from us. Surprisingly, assertive is the style most people use least.
Aggressive Communication
Aggressive communication always involves manipulation. We may attempt to make people do what we want by inducing guilt (hurt) or by using intimidation and control tactics (anger). Covert or overt, we simply want our needs met - and right now! Although there are a few arenas where aggressive behavior is called for (i.e., sports or war), it will never work in a relationship. Ironically, the more aggressive sports rely heavily on team members and rational coaching strategies. Even war might be avoided if we could learn to be more assertive and negotiate to solve our problems.
Passive Communication
Passive communication is based on compliance and hopes to avoid confrontation at all costs. In this mode we don't talk much, question even less, and actually do very little. We just don't want to rock the boat. Passives have learned that it is safer not to react and better to disappear than to stand up and be noticed.
Passive-Aggressive Communication
A combination of styles, passive-aggressive avoids direct confrontation (passive), but attempts to get even through manipulation (aggressive). If you've ever thought about making that certain someone who needs to be "taught a thing or two" suffer (even just a teeny bit), you've stepped pretty close to (if not on into) the devious and sneaky world of the passive-aggressive. This style of communication often leads to office politics and rumour-mongering.
So now what?
Clearly, for many reasons, the only healthy communication style is assertive communication. Surely you can identify many people in your own life that favor each of the four styles. Most of us use a combination of these four styles, depending on the person or situation. The styles we choose generally depend on what our past experiences have taught us will work best to get our needs met in each specific situation. If you take a really good look at yourself, you've probably used each throughout your lifetime.
Understanding the four basic types of communication will help you learn how to react most effectively when confronted with a difficult person. It will also help you recognize when you are using manipulative behavior to get your own needs met. Remember, you always have a choice as to which communication style you use. If you're serious about taking control of your life, practice being more assertive. It will help you diffuse anger, reduce guilt and build relationships - both personally and professionally.

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