Chapter 2

Q.1 A set of individual or organizational units linked together by patterned communication flows-

a) grapevineb) communication networkc) wheel network d) none of theseAns communication network

Q.2 A process in which verbal & nonverbal symbols are exchange b/w two or more persons is-a) communicationb) coordinationc) all aboved) direction Ans communication

Q.3 The process of translating the intended message into symbols that can be used to transmit the message-

a) decodingb) feedbackc) encodingd) None of these Ans encoding

Q.4 A communication formed by management to accomplish the goals of organization is-a) informal communicationb) formal communicationc) grapevined) None of these Ans formal communication

Q.5 The various paths through which informal communication is passed through an organization are-

a) single strandb) gossipc) probability & clusterd) all above Ans all above

Q.6 A communication system that interacts with its environment that is influenced by its its environmental members only is-

a) close communication systemb) open communication system.c) dynamic communication systemd) all above Ans close communication system

Q.7 Any communication that moves up and down the chain of command is-a) vertical communicationb) .horizontal communicationc) parallel communicationd) diagonal communication

Ans vertical communication

Q.9 The communication that flows from lower level to superior’s level in organization-a) zonal communicationb) mediac) upward communicationd) none of these Ans upward communication

Q.10 Information passed in chain from one extent to last one is-a) informal communicationb) gossipc) wheeld) single strand Ans single strand

Q.11 Information passed randomly to other persons is-a) probabilityb) Clusterc) Single strandd) None of these Ans probability

Q.12Information passed to all the members simultaneously is-a) wheelb) open systemc) gossipd) all of these Ans gossip

Q.13 One person tells few, out of them few passes information to next few, some tells selected others is-a) clusterb) single strandc) y networkd) all above Ans cluster

Q.14Communication carried with a large audience is known as-a) mass communicationb) verbal communicationc) non verbal communicationd) Interpersonal communication Ans mass communication

Q.15 The reciprocal process of communication is more contemporary and is known as-a) one way communicationb) two way communicationc) mass communicationd) symbolic communication Ans Two way communication

Q.16 The Communication process begins with a___________________.

Ans Message/ idea to be sent/ input

Q.17 Informal Communication in an organization usually takes place through_______________.Ans Grapevine

Q.18 If the communicator primarily wants to persuade the reader, then the focus should be on the-Ans Text Quality

Q.19Diagonal communication is-(a) A flow of downward communication(b) A flow of communication between same hierarchy persons(c) A flow of communication between persons who are not interact frequently & may be same hierarchy(d) None of these Ans A flow of communication between persons who are not interact frequently & may be same hierarchy

Q.20. Medium is-(a) The way by which inputs delivered to receiver(b) A fast mode of informal communication(c) Expressing technique of communication between sender and receiver(d) None of these Ans Expressing technique of communication between sender and receiver

Q.21 Feedback is- (a) Making an impression what understand by receiver to the sender(b) Transmitting the inputs by receiver(c) Out put of communication process(d) Clarification by sender to the inputs by receiver Ans Making an impression what understand by receiver to the sender

Q.22 Which of the following will describe the nature of communication?a) universal two-way trafficb) communication is continuous processc) communication is unavoidabled) all of the above Ans all of the above

Q23 On the basis of direction, formal communication can be divided into- a) Horizontal, vertical & diagonalb) straight communication c) Informal communication d) none of these Ans Horizontal, vertical & diagonal

Q24 What are the source of information-a) old filesb) market researchc) meetingsd) all of aboveAns all of above

Q25 Psychological counseling is-a) impersonal and professional

b) personalc) both (a) & (b)d) none of thesee) Ans impersonal and professional

Q26 what does the receiver of a message do to understand the message-a) mediab) encodingc) feedbackd) decoding

Ans decoding

Q27the communication network in which all subordinates under a superior communicate through him is known as-

a) single chain networkb) wheel networkc) free flow networkd) gossip chain

Ans wheel network

Q28 Motivation can be achieved through-a) monetory incentivesb) effective communicationc) giving securityd) all of the abovee) Ans all of the above

Q.1 Poor retention, poor listening and semantic problems are______________to effective communication.Ans Barriers

Q.2 The semantic barriers includes-a) denotation & connotation b) Faulty translationc) interpretation of wordsd) all above Ans all above

Q.3The attitude and emotions, status & fear, inattention, close mind, poor retention and perceptual distortion are _________________ barriers to communication.Ans Socio-Psychological

Q.4 Avoiding excessive use of infinitive, long sentences, ambiguity and jargon leads to_____________of communicationAns Clarity

Q.5 The Completeness is also called ___________________principle of communication. Ans Integrity

Q.6 Organize your message well,include only relevant facts and avoid repetition and wordy expressions are ______________principle of communication.Ans Conciseness

Q.7 For courtesy a person should follow the-a) Answer the letter promptlyb) Omit irritating expressionsc) apologise sincerely for an errord) all of aboveAns all above

Q.8 For courtesy during upward communication, a person should keep message brief and complete with _______________ but not____________.Ans Respectful, fawning

Q.9 For correctness of communication one should send their message with correct ___________,__________and___________.Ans facts, time,style

Q.10 Be brief , don’t over critical or rigid, don’t sarcastic is the way by which a person offer courtesy while ______________________.Ans Downward Communication

Q.11 A communication that flows from individual to individual in face to face & group setting is-a) intra scalar communicationb) inter personal communication.c) scalar chain e) none of these Ans inter personal communication.

Q.12 “Formal communication is effective while assigning responsibilities”(a) It is an order by superiors(b) It follows the norms, rules and regulation of an organization(c) It is only the means of communication inside the organization(d) It flows always downward Ans It follows the norms, rules and regulation of an organization

Q.13. Physical barriers represents-(a) The noise, distance faulty transmission etc(b) Reverse action by receiver(c) The emotions(d) All above Ans The noise, distance faulty transmission etc

Q.14. Arrangement of proper order the ingredients of communication is-a) source-message-channel-receiver-effect,b) channel-receiver-effect- source-messagec) source-message- receiver- effect-channeld) all of above Ans source-message-channel-receiver-effect

Q.15 Orientation, Suitable language, good listening, use of grapevine, knowing the receiver’s mind set and technological match are uses for-

a) process of communicationb) media of communicationc) overcoming the barriers of communicationd) none of these

Ans overcoming the barriers of communication

Q.16 Some barriers to effective oral communication are-a) poor listeningb) poor retentionc) cognitive dissonanced) all of the above Ans all of the above

Q 17 What is chief merit of oral communication?a) saves timeb) no legal validityc) unsuitable for lengthy messagesd) none of theseAns saves time

Q18 What is chief merit of face to face communication?a) unsuitable for large organizationb) unsuitable for large gatheringsc) suitable for discussiond) none of thesee) Ans suitable for discussion

Q19 barriers caused by different comprehensions of reality are-a) abstracting, which means picking a few details& leaving out othersb) slanting, which means giving a particular bias/ slant to the realityc) inferring, which means drawing inferences from observationsd) all of the above

Ans all of the above

Q20 for clarity of expressions-a) use simple, easy to understand wordsb) use single words for long phrasesc) avoid double meaning wordsd) All of above

Ans all of above

Q21 the paths of communication which are officially determine by the management represent- a) channelsb) informal communicationc) formal communicationd) none of these

Ans formal communication

Q1 A communication system that does not interact with its environment termed as-a) open communication systemb) internet c) extranetd) close communication system.Ans close communication system

Q.2 Intranet facilitâtes __________________communication. Ans Internal

Q.3 Faxes and e-mails are means of carrying out _________________communication.Ans Virtual/ Technology based

Q.4 Long distance official meetings have largely been facilitated by technology and can be held by-a) video conferencingb) smsc) internetd) intranet Ans Video conferencing

Q.5 Securing maximum information from candidate concerning suitability to job refers to-(a) Counseling(b) Motivation(c) Mentoring(d) Interview Ans Interview

Q.6 Resume is written for-(a) Seeking a job(b) Applying a job along with cover note(c) A gate-pass to the job(d) None of these Ans Applying a job along with cover note

Q.7. Resume will followed the style always-(a) Comic Sans (b) Algerian(c) New Times Roman, Arial, Tahoma(d) Any of these Ans New Times Roman, Arial, Tahoma

Q.8 Resume should always write with __________________ that may be an application for a job.

Ans Cover note

Q.9 The common pitfalls of Interviewing are a) halo effectb) central tendencyc) leniencyd) stereo typingd) all the above Ans all the above Q.10 Pattern, stress, exit, depth, unstructured, appraisal ________________ are types of selection.Ans Interview

Q.11 Know yourself, know the company, dress properly, attentiveness and preparation of _________________ are helpful guidelines for interviewee.Ans Frequently asked questions

Q.12 Welcoming the candidate, rapport building, parting, make guidelines to applicants are-a) counselingb) Coachingc) conducting the interviewd) none of these Ans conducting the interview

Q.13 Internet is available to-a) Inside organizationb) outside organization c) all of its user who pay for it d) all above Ans all of its user who pay for it

Q.14 E-mail is personal address of one’s which is a-a) personal identityb) legal corresponding portalc) Paid service for oned) none of these Ans legal corresponding portal

Q.15 It is a technique where physically dispersed person can make a meeting with assistance of information and technologya) Virtual meetingb) official meetingc) teleconferencingd) All above Ans teleconferencing

Q16 What are the advantages of Information and Technology?a) the quickest means of communicationb) video conferencingc) world wide webd) all of thesee) Ans all of these

Q17 What are the limitations of Information and Technology?a) uncertain legal validityb) fear of undesirable leakagec) the virus maladyd) all of the above

Ans all of the above

Q18 What are the main objectives of downward communication?a) to give specific directions about the job being entrustedb) to explain policies & organizational proceduresc) to appraise the subordinate’s performanced) All of the abovee) Ans all of the above

Q19 What are the channels of upward communication?a) Social gatherings

b) Directive correspondencec) Reportd) All of the above

Ans Reports

Q20 Consensus is the process of a) a formal channel of communicationb) an informal channel of communicationc) Arriving at agreement through consultationd) Dissente) Ans Arriving at agreement through consultation

Q21 What type of communication is quite common between line & staff function?a) cross wiseb) horizontalc) verticald) upward

Ans horizontal

Q22 The analytical report is also called__________ report.a) recommendatoryb) specialc) analysisd) external

Ans recommendatory

Q23 A report is usually a piece of __________ writing based on_______ containing organized information on a particular topic-

a) logical, organizedb) factual, evidencec) coherent, completed) correct, complete

Ans factual, evidence

Q24 Precision gives _____ and ______to a report-a) unity & coherenceb) logic & unityc) conciseness & gravityd) all of the above

Ans unity & coherence

Q25 Another term for ‘abstract’ of a report that is not more than 2-5% is-a) summaryb) synopsisc) bibliographyd) none of these

Ans synopsis

Q26 Report is the only _____ product of the professional-a) intangibleb) tangiblec) accurate

Ans tangible

Q.1________________ communication is talking to a large number of people at the same time.Ans Oral Communication

Q.2 _________________is changing the message (from its mental form) into symbols, that is, pattern of words/ pictorial forms of sign of a specific visual or aural language.Ans Non Verbal Communication / pictorial communication

Q.3 A non verbal communication can be carried out through__________________.Ans Symbols and Signs

Q.4 A non verbal message conveyed through bodily movements is known as _____________a) conscious movementb) Kinesicsc) leakaged) meta communication Ans Kinesics Q.5 Which of the following will describe the nature of communication?a) universal two-way trafficb) communication is continuous processc) communication is unavoidabled) all of the above Ans all of the above

Q.6 Be precise, choice of words, avoid communication overload, avoid hackneyed and phrases, strong conviction and easy flow are features of _____________ communication Ans Effective oral

Q.7 Written, Pictorial, oral, visual, audio-visual, computer based communication are-a) forms of communicationb) media of communicationc) channel of communicationd) all of these Ans media of communication

Q.8 clarity of purpose, brevity, you attitude, accuracy, politeness and conviction are basics of- a) written communicationb) oral communicationc) interpersonal communicationd) none of theseAns Oral communication

Q.9 “The better you_________, the luckier you will get”Ans Listen

Q.10 It helps to know organization, make better policies, successful for open door policy and to spot sensitive areas-a) readingb) communicating with superiorsc) effective listeningd) managerial talk Ans effective listening

Q.11psychological process, attention, understanding, fact and fancing, sensitive to physical signs are ____________________listening.

Ans principles of effective

Q.12 Emotional disturbance, abstracting, preconceived notions, allness and closed mind are ______________of listening.Ans Barriers

Q.13The tenets of paralinguistic are-a) variations of pitch and toneb) break during speechc) use of body languaged) All of these Ans all of these

Q.14 it is the study of movement of body parts-a) hapticsb) oculesicsc) chronemicsd) kinesics Ans kinesics

Q.15 It is serious study of variation of pitch tone speech etc-a) hapticsb) para linguisticsc) chronemicsd) kinesics Ans para linguistics

Q.16 In this technique of communication we study the space, distance and territory-a) Proxemicsb) oculesicsc) chronemicsd) kinesics Ans proxemics

Q.17 ) Proxemics, oculesics, chronemics, kinesics ,haptics, chronemics and para language are examples of ____________________.Ans Non Verbal Communication.

Q.18 it is the study of Time-a) hapticsb) oculesicsc) chronemicsd) kinesics Ans Chronemics

Q19 Movements by hands, arms and shoulders are called-a) kinesicsb) proxemics

c) gerturesd) none of these Ans gestures Q20 what is study of body’s physical movements called?

a) parelanguageb) kinesicsc) proxemicsd) chronemics

Ans kinesics Q.1 A communication system which have formal in nature, used as a proof, reliable, authentic that is-a) verbal communicationb) audio-visual communicationc) written communicationd) none of these Ans written communication

Q.2 A communication that flows from individual to individual in face to face & group setting is-a) intra scalar communicationb) inter personal communication.c) scalar chain f) none of these Ans inter personal communication.

Q.3 “Formal communication is effective while assigning responsibilities”(a) It is an order by superiors(b) It follows the norms, rules and regulation of an organization(c) It is only the means of communication inside the organization(d) It flows always downward Ans It follows the norms, rules and regulation of an organization

Q.4 The reciprocal process of communication is more contemporary and is known as-a) one way communicationb) two way communicationc) mass communicationd) symbolic communication Ans Two way communication

Q.5 Objective of communication, receiver / reader, subject matter, style of writing (the matter in which form, ie; method, order, instruction etc. are ____________of effective writing.Ans Principles

Q.6 These are stages of effective writing-a) planningb) writingc) checking & rewritingd) all of these Ans all of these

Q.7 It is used in describing the topic/content in detail and called as-Ans Descriptive writing

Q.8 It explores or investigates something new in a particular field of knowledge and known as-.Ans Term writing / research paper

Q.9 It is used in stories, drama, events, episodes etc.and called-Ans Narrative writing

Q.10 It is used in analyzing any specific point critically and called-Ans Analytical writing

Q.11 Use familiar and simple words, concrete words, short sentences, choose words with right strength and vigor are_________________writing.Ans guidelines for effective

Q.12 Avoid gender biased words, longer sentences and avoid jargons and slang are _______________of effective writing.Ans Principles

Q.13 They establishes the topic focus on paragraph and smooth transition and called as-Ans Introducers

Q.14 They support, develop and clarify the central thought and called as-Ans Developers

Q.15 They provide smooth transition between sentences of a paragraph whenever there is a change/ shift in the tone/ viewpoint Ans Modulators

Q.16 they conclude the discussion/ summarize the contents and signaling the completion of one stage of presentation Ans Terminator

Q17 visual aids help _____,_____ without depending on notes.a) learn, speechb) learn, ideasc) present, ideasd) none of these

Ans present, ideas

Q18 What is most popular & effective method of presentation?a) manuscriptb) extemporaneousc) impromptud) memorization

Ans extemporaneous

Q19 having something to say is not enough, you should also, know ____ to say in the presentation.a) whenb) howc) whered) whom

Ans how

Q20 People trust their _____ less than their______.a) ear, mouthb) hands, earsc) ears, eyesd) none of these

Ans ears, eyes

Q21 The presenter must be familiar with the basic operations of the _____, ______ which he would use for his presentation.

a) electronic deviceb) overhead transparencyc) power pointd) flip chart

Ans electronic device

Q22 If at a formal dinner, you suddenly invited to deliver a vote of thanks, is called.a) Manuscript presentationb) Extemporaneous presentationc) Memorization presentationd) Impromptu presentationAns impromptu presentationQ23 Speaker gets nervous if he forgets a word, sentence or a paragraph in ______presentation.a) Manuscriptb) Extemporaneous c) Memorization d) Impromptu Ans manuscript

Q.1 Memorandum is-(a) A communication between superiors and subordinates(b) A format by which necessary information flows among concerned member of organization(c) Only the means of communication inside the organization(d) An informal communication technique Ans A format by which necessary information flows among concerned member of organization

Q.2 A memo can be issued to convey a _________________ taken at a meeting.Ans Decision

Q.3 In the_____________style, a business letter neither has a salutation nor a complimentary close.Ans memorandum/indent

Q.4 In this format of business letters,no commas are used after inside address, salutation or complimentary close-Ans Complete Block style

Q.5 In this format of business letter, date, conclusion and signature aligned right side of the letter and reference or subject is centrally aligned-Ans Semi Block style

Q.6 In this format of business letter, date, conclusion and signature aligned left side of the letter and reference or subject is also aligned left side of paper in a straight line- Ans Complete Block style

Q.7 In this format of business letter, date, conclusion and signature aligned right side of the letter and reference or subject is aligned centrally and few space left upto 4-5 lines just after first line of subject matterAns Indent style of letter

Q.8 Memorandum is different by business letters in the terms of-a) it have no salutation and complimentory close b) it have short then lettersc) cortesy part is absentd) all of theseAns all of these

Q.9 Memorandum can be use inside the organization as ____________________________.Ans Inter office note (ION)

Q.10 Memorandum is often used in the organization for quick _____________ and getting quick ____________.Ans circulation, feedback.

Q.11 Memorandum have __________________ and _______________ types.Ans Direct, Indirect

Q12 The name of person for whom memo is written, is written on the _______ of the page.a) left side topb) left side bottomc) topd) bottomAns left side top

Q 13 Memo can be addressed to ______ individuals at a time.a) 1b) 2c) 3d) manyAns many

Q14 ________ is given in letter to identify & find the copy of letter easily in future.a) headingb) reference numberc) salutationd) subjectAns reference number

Q15 CC can be marked in E-mails and_______.a) lettersb) circularsc) noticed) none of theseAns letters

Q16 The address of the receiver in a letter is called_______ address.a) subjectb) receiver

c) insided) titleAns Inside

Q.1 Which part of report provide practical and viable proposals and many offer solutions to the problems investigated in the report?a) summariesb) conclusionc) recommandationd) conclusion Ans recommendation

Q.2 Which part of report tells the details about all books, articles, journals, website and any other consulted when writing a report?a) introduction b) appendixc) bibliographyd) conclusion Ans bibliography

Q.3 Which part of report tells the details about all the sections & subsections of the report and page number?a) title pageb) bibliographyc) table and contentd) appendix Ans table and contents

Q4. Presentation of specific information related to a single condition, situation, problem or occasion refers to-a) special reportb) oral reportc) analytical reportd) none of these Ans special report

Q.5 Objective presentation of data without analysis or interpretation is-a) specific reportb) informational reportc) analytical reportd) all of above Ans informational report

Q.6 A report that contains facts but it also includes an evaluation or interpretation of data and the reporter’s conclusion-a) specific reportb) informational reportc) analytical reportd) interpretive report Ans interpretive report

Q.7 Which part of report provide Crux of the whole report to the reader so he wish to avoid the reading of lengthy report?

a) summariesb) conclusionc) recommendationd) All above Ans summaries

Q.8 A ____________ is a written description of an actual managerial problem situation.Ans Report

Q.9 A questionnaire is a set of questions written to collect maximum _______________ from the respondents.Ans amount of information

Q.10 A ______________ is formulated while doing research and has to be proved or disproved.Ans Hypothesis/statement

Q.1 The basic step to properly reading a case are-a) previewing, skimming and reading with scanningb) understandingc) analyzingd) all above Ans previewing, skimming and reading with scanning

Q.2. Moving your eyes quickly down the page seeking specific words and phrases is known as-a) skimmingb) readingc) scanningd) revising Ans scanning

Q.1 The sequence of presentation follows-a) introduction-conclusion-main body-question & answersb) main body-question & answers-introduction-conclusionc) question & answer-conclusion-main body-introductiond) ) introduction-main body-conclusion-question & answers Ans introduction-main body-conclusion-question & answers

Q.2 The central idea of the presentation does not –a) include all the supporting pointsb) restate the presentation topicc) capture the essence of messaged) focus on the content of the speech Ans include all the supporting points

Q.3 In order to involve the audience with the topic of presentation, the speaker should-a) use a diagramb) include a statement of his/her central idea in the introductionc) show the audience how the topic affects them directlyd) none of these Ans show the audience how the topic affects them directly

Q.4 For effective presentation these may not followed by presenter-a) the audience will understand a simple messageb) the audience may concentrate better if the message is shortc) show the audience how the topic affects them directlyd) he should includes as many points in the presentation as he can Ans he should includes as many points in the presentation as he can

Q.6 Improve the quality of your & learn to adjust or vary the tone of pitch of your voice refers-a) pronunciationb) accent and intonationc) voice qualityd) none of these Ans voice quality,

Q.7 The presentation that explains the advantages and disadvantages of problem is known as-a) outcomeb) effectivenessc) pros and consd) all of these Ans pros and cons

Q.9 To help the audience focus immediately on the point of each graphic visual, use to state the message in one clear phrase or sentence refers to-a) titlesb) headingc) templated) none of these Ans heading

Q.10 The projector has wide application and suitability for all sided graphs but its initial investment costs is very high-a) OHPb) LCDc) transparencies d) none of these Ans LCD

Q.1 . Conventional rules of social behavior or professional conduct refers to-a) conferenceb) seminarc) étiquettesd) none of thèse Ans étiquettes

Q.2 Minutes of a meeting record ____________ of a meeting.Ans Proceedings.

Q.3 It is technique of group activity & formal gathering of persons who discuss various

common issues with time bound schedule in presence of chairperson Ans Meeting Q.4 It gives structure or framework of meeting in advance. Ans Agenda

Q.5 For exchange ideas, information & experiences, resolve a conflict, discuss a problem, receive innovative & productive ideas, discuss a problem & sought solution to it___________ place. Ans Meeting

Q.6 Why this is news? The people, products, items, dates and other things related with the news, the purpose behind the news, your company - the source of this news are elements of_______________.Ans Press Release

Q.7 Include information about the company, tie it together, add contact information, and Signal the end are ________________of press release Ans Components/ ingredients

Q.8 It has the function of bringing together small groups for recurring meetings, focusing each time on some particular subject, in which everyone present is requested to actively participate Ans Seminar

Q.9 In science and academia, a formal event where researchers present results, workshops, and other activities and known as-Ans Academic conference

Q.10 It is organized to discuss business-related matters best effected there and known as- Ans Business conference

Q.11 It is a meeting between the plaintiff and the respondent in lawsuit, wherein they try to settle their dispute without proceeding to trial – Ans Settlement conference

Q.12 It covers a wide range of conduct in the office, with customers, on the phone (especially cell phones), in your emails, when traveling on business and at a business meal or event-Ans Business Etiquettes

Q.13 Tune in business etiquette basics, learn where office politics fit, ensure proper business etiquette when traveling, be courteous on the cell phone and via email and Social skills are important________________ of business Etiquettes.Ans Action steps

Q.14 Effectively communicate, listen and, to get your point across, be succinct are __________________ of business Etiquettes.Ans Guidelines

Q.15 These are prepared during the meetings and after the meetings for record the proceedings of all events for future purpose and can be considered before start a fresh meeting-Ans Minutes of meeting

Application Letter General Format

Application Letter is very important. This one of the factors being considered by the HR or the person in-charge for additional manpower in the company.

Your application letter should be well tailored for you to get the change to go to the interview level. Even if your expertise is only a bit related to the position you are applying, with an impressive application letter you could be able to stimulate the employer for you to be considered as one of their best applicants.

Below is the general format of an application letter to be observed:

Date:

The date is very important because it focuses on the urgency of the job and the creation of the application letter. It implies also that the applicant is aware on time in which an additional factor of being diligent enough on the responsibilities to be undertaken.

To:(Position)

Obviously, this refers to the name of the person and his/her position in the company. Most of the time, the person here is the HR Manager or the personnel officer. Make sure that the name placed here should be the person who will accept your application letter.

Sir/Madam/Ma’am:

Do not use Dear here because your application letter is considered a business letter. Dear is used only for friendly letters and it has nothing to do with business especially on your application letter.

First Paragraph

In your first paragraph you should state where did you get the information that their institution/company is in need of additional manpower. Most of the time, especially big companies publish in the newspapers or any other advertising program about their needs of additional manpower. By mentioning the source, like newspaper in particular, internet and any other advertising methods will also boost your application letter.  The reader or the person in charge may consider you because you prove that you are really aware of these types of environment.

Second Paragraph

Immediately state your complete name (including middle initials) in bold letter to give emphasis.  To be followed by your course and skills and fro where you acquire your diploma.  Do not forget to include your age because in every work or position in the company, it requires age.  You may want to include you are physically healthy and fit to work, but this is optional.  If you’ll be the lucky person, the company will require you to get a medical certificate.

Third Paragraph

It is very important to mention your experience about an event that you have been chosen as especial employee in your previous work because of the extra-ordinary things you did in which the company benefits from it.  This will further prove that you are a responsible person and employee to be trusted by the company.

But if you are a fresh grad, you can leave this part or mention some of your experience during college days about your heroic act.  But make sure it is closely related to the description of the job.  If not, you have to support with a brief and concise explanation.  Remember that an application letter should always in page only.

For the Fourth and Last Paragraph

State that you are always available in case the employer will call you for an interview. Do not ever make make you own or set time of your availability.  You are an applicant and you don’t have any choice yet not to follow orders especially if coming from that of your prospect employer/company.

Salutation

For your salutation, use “Truly yours” and not “Respectfully yours”.  Though this two are almost the latter is used only for students giving or requesting something from their teacher.  “Truly yous” is more appropriate because you application letter is a business letter.

Application Letter

Dear Sir/Madam:

While surfing the internet, I arrived at your website (www.nameofsite.com) and click Job link there.  I found out that I am qualified for the position of (state the position).

I am (your name), (you age) and a graduate of (your course) at the (name of College / University).  It is my honor to be included in your list of applicants for the position of (position).

I have worked for almost three years and have applied my earned knowledge on my previous job.  Thought my course is only a bit related to the position I am applying for, my experiences proves that I am qualified for the job.

Attached herewith is my resumé and other certifications for you further evaluation.

Please notify me whatever will be the outcome of my application.  I would appreciate it very much if you’ll reply to this email or a call on this number (you telephone number).

Thank you very much.

Truly yours,

(Applicant)

Apology letter on cancellation of order

Cancellation of order

Sir/madam:

This is to acknowledge that we received you letter stating your cancellation of your order dated: (date).

We would like to apologize what had happen. The management is working on it now to avoid this occurrence in the future.

Satisfaction is our primary concern for our valued customers like you. Please accept our apology.

Memorandum

Memorandum

To        :    Mr. Allan t. Dimagibadriver

From         :    The human resource mgt. Officer

Subject        :    Frequent (habitual) unauthorized tardiness

Text            :you are hereby informed that as per record of this office, (see attached xerox copy of dtr), you have incurred a maximum of more than ten (10) times tardy for two (2) consecutive months. As such you are hereby reprimanded for the said violations and repetitions of the same offense will be a ground for suspension for one (1) to thirty (30) days.

Be guided accordingly.

Zusimo m. De dioshuman resource mgt. Officer

T e n d e r

(date)

The chairman

Bids and awards committee

(address)

Sir:

In connection with your invitation to apply for eligibility and to bid no. ________ inviting proposal for the procurement of_________________ , i/we offer to furnish and deliver, in

conformity with the pertinent specifications, the items on which i/we indicate in the attached quotation and hereby bind myself/ourselves to accept the award of the invitation to bid.

I/we have read and fully understand and am/we wiling to comply with the terms and conditions as specified in the ____________ furnished me/us with particular attention to the condition that the bids and awards committee reserves the right to rescind the contract should the interest of your company so demand in which case the bids and awards committee may resort to a new bid. I/we am/are liable for any breach thereof. In this connection, i/we submit a bidder’s bond.

Signature of bidder

Name of company

Address

Telephone/fax number/email

Excuse letter

To whom it may concern:

I am (your name and course). I did not get the chance to take our preliminary examination due to some personal and financial problems i encountered before the schedule of the test.

Today, i have already settled these problems and also paid already the needed amount for the examinations.

In line with this, i would like to take the test anytime under your vacant time or anytime convenient to you.

Hoping for your kind consideration about this matter.

Thank you very much.

Sincerely yours,

(you signature over printed name)

Certification

C e r t i f i c a t i o n

To whom it may concern:

This is to certify that (name) of legal age, (citizenship), single and a bona-fide resident of (place address of the person here), with a residence certificate no.(000000000), issued at (place of issue) on (date issued), is known to me to be known to be a person of good moral character and a law-abiding citizen in the community where he lives.

Issued upon the request of (name of the person requesting this certification) for travel abroad.

Given this ________________ day of _____________ here at _____________________________________.

(name of issuer)signature over printed name(include position)

Shivani Exports

Read carefully the case study and answer the following questions

Chief buyer Ms Radha Shaluja, called the management trainee, Ms Mridula, into her office “Mridula, you have been with us only for six months but in that time you have progressed very well. I am delighted with your work and appreciate the efforts made by you into your job.Mridula was pleased. When she had come to Shivani Exports, fresh out of the management college, she had lot of inhibitions about joining an export hour. The job was different from what she had expected, with long hours of working and little glamour. But now she has been there for six months and getting adjusted to routine life. Her immediate boss Radha had said that she was doing well.Three months later, however, Mridula was in surprise. When an opening for the post of Dy. Chief Buyer occure in Shivani Exports someone else was hired. No one even mentioned the opening to Mridula she was never considered.Upset and annoyed Mridula went to her friend Ramesh Garg, a senior buyer in men’s division. Ramesh was someone in who Mradula could confident. “My boss said, I was doing well and I have great future here”. I just could not understand why the management did not even consider me for promotion?“Well, for one thing” Ramesh said “ you are not ready yet”.“I thought you know the company’s policies, Mridula” Ramesh began hesitantly.“ Shivani Exports want to be a fashion leader. Buyer should how to get the best items for cheapest price. It also takes creativity and in-depth knowledge of the market such as finding new fashion items that will be a big hit. You have to be ahead to the customers. Anticipate their needs and generate their needs. Ypu copetent, Mridula, but you have not come up with ant ideas so far”.Mridula was disappointed. She walked dejectedly out of Ramesh’s office. The next day Mridula phoned in sick. Over the next few months, her performance gradually declined and she made several purchasing and accounting errors. Concerned that Mridula was failing to meet minimum performance standards, Radha asked what waas wrong?“Oh nothing” Mridula answered. “It is just that I don’t feel like working so hard if I am not going to get rewarded”Q.1. How would you evaluate the performance appraisal system at Shivani Exports?Q.2. What can do now to restore Mridula’s motivation and get her back on track?Q.3. What mistakes, if any, id Ms Radha and Shivani Exports make with respect on HRM?

Case study:

Mr Rajiv Aggarwal is Manager Personnel in Technogears (pvt) ltd situated near by NCR. The Company is producing shifting gears for various industries on outsourcing basis. As per the productivity is concerned, company has to produces heavy quantity for existance. There are more than 1200 employees working at lower level who are entitled to get bonus every year at festival season. The workers are well motivated and leaded by Mr Tilak (Trade Union Leader) and supervisory staff of company. The employees get fantastic bonus by management in a row of years. But now a days company faces financial crunch due to high inflation and other technological advancement problems so they are not in a position to reimburse the bonus as previous (10%) and also they have to ship a large order up to Diwali festival.

Q.No 1 What communication pattern would be adopted by Mr Rajiv Aggarwal?Q.No.2 What technique of communication should be used by supervisor level to accomplish the task? Q.No.3 How Mr Tilak will be helpful in handling the whole constraint inside the organization?

Case study:

Mr Diwakar works as Production manager in Sandoz India limited since 2004 till now. At the same time Corporate Manager was V.Reddy. He discussed their annual targets with Mr Diwakar that you have must to achieve in the current year ie.2008-09.Mr diwakar hold a meeting with their line and staff associates and further discuss ed all the objectives for current year 09. A fresh meeting was taken place after this meeting with union representative of worker, Mr V.Raju .V.Raju explained to Mr Diwakar that these targets are intangible and very difficult to achieve. Mr Diwakar assures to V.Raju, line & staff associates that in case of accomplishment of these targets/ Objectives, 4% extra bonus will be governed to their salaries. He also intimates this motivational decision to the corporate Manager V.Reddy.Company achieves their targets effectively. Some changes take place in corporate hierarchy/ management. New corporate manager initiate a meeting with Mr Diwakar and told them that company policy has been changed and there is very tough competition by external forces i.e.,Technological updation, launching of new products & increased variable costs.

Q.No.1 What are the consequence of change in organizational policy?Q.No.2 What strategies adopted by Mr Diwakar to recall the motivation level of employees?Q.No.3 Is it effectiveness of Mr Diwakar , has been fallen down or not?Q,No.4 What suggestions made by you to boost the morale of employees?

Case Study: Remedial Training

Rajat Sharma has been employed for six months in the accounts section of a Shree Exports Ltd- A large manufacturing company in Faridabad. You have been his supervisor for the past three months. Recently you have been asked by the management to find-out the contributions of each employee in the Accounts section and minitor carefully whether they are meeting the standards set you.A few days back you have completed your formal investigation and with the exception of Rajat. All seem to be meeting the targets set by you. Along with numerous errors, Rajat work is characterized by low performance often he does 205 less then the other clerks in the department.As you look into Rajat’s performance review sheets again,you begin to wonder whether some sort of remedial training is needed for people like him.

Questions1. As Rajat’s superversor , find-out the cause of poor performance of Rajat and if you find

that Rajat has been inadequately trained, how do you go about introducing a remedial training?

2. If Rajat has been with the company six months, what kind of remedial training would be the best?

3. Should you supervise him more closely? Can you do without making it obvious to him &his peers?

Case Study: Induction Training

One Monday morning Sanjay Nagpal, a recent recruit from a reputed management institute in Manipal walked into the sales office at Chennai as a new sales trainee. Raghvan, the Zonal Sales Manager for a large computer hardware firm was there to greet him. Raghven’s job consisted of overseeing the work of Sales Officers, Field executives and Trainee Salesman numbering over 50 of three areas namely Chennai, Banglore and Trivenderum. The sales growth of computers, parts and other office equipments in his area was highly satisfactory, specially in recent years- thanks to the developmental initiatives taken by respective state government inspreading computer education in schools, offices, colleges, banks and other institutions.Raghvan had collected several sales reports, catalogues and pamphlets describing in detail the types of office equipments sold by the company. After a pleasant chat about their background, Raghvan gave Sanjay, the collected material and showed him to his assigned desk.There after Raghvan excused himself and did not return.Sanjay spent the whole day scanning the material and at 5 P.M. He picked up his things and went home.

Questions1. What do you think about Raghvan’s Training programme?2. What types of sales training programme would you suggest?3. What method of Training would have been best under the circumstances? Would you

consider OJT Simulation or experiential methods?

Case Study: Selection Interview

Suresh Kumar was the Production Manager for Singer Industries ltd, a Noida based electrical appliances company near Delhi. Suresh had to approve the hiring of new supervisors in the plant. The HR manager performed the initial screening.On Friday afternoon, Suresh got a call from Anil Dhavan, Singer’s HR Director. ‘Suresh’ “I have just talked to a young engineering graduate from a regional engineering college who may be just who you’re looking for to fill that supervisor job you asked me about. He has some good work experience in a multinational firm located in Pune, but at a lower salary level. He wants to come over Noida where his parents live” Suresh replied “Well Anilji, I would take care of the boy”. Anil continued, “He is right now in my office, I am sending him to you, if you are free”. Suresh hesitated a moment before replying, “Great Sir, I am certainly busy today but I can’t afford to displease you either. Sir, Please send him immediately”.A moment later, Ranga Rao, the new applicant arrived at Suresh’s office and introduced himself. “Come on in Rao”, said Suresh. “I’ll be right with you after I make a few urgent calls”. Fifteen minutes later, Suresh finished the calls and began interviewing Rao. Suresh was quite impressed. The merit certificates, the best suggestion Award from previous MNC firm and Rao’s quick responses revealed the candidate’s potential. Meanwhile, Suresh’s door opened and a supervisor yelled’ “we have a small problem on line no 5 and need your help”. “Sure”, Suresh replied, “Excuse me a minute, Rao”. Fifteen minutes later, Suresh returned and the dialogue continued for another few minutes before a series of phone calls again interrupted him.The same pattern of interruption continued for next forty minutes. Rao looked at watch embarrassedly and said, “I am sorry, Suresh, I have to go now. I have to catch the train to Pune at 9 P.M.”

“Sire thing, Rao ,” Suresh said as the phone rang again. “Call me after a week”

QUESTIONS

1. What specific policies might a company follow to avoid interviews like this one?1. Explain why Suresh and not Anil should make the selection decision?2. Is it a good policy to pick up candidates through ‘employee referral method’? Why? Or Why

not? Explain keeping the case in the background.

Case study-Personality 1

Last year Mr Manohar had received promotion to the position of Manager of Engineering deptt. Of Madras Manufacturing Co., a medium–sized firm producing numerous household products. Manohar had an electrical engineering degree and had been with the company for about seven years since graduating from a reputed institute of technology.

Manohar’s record as a design engineer was excellent. He had developed three new products that are being marketed around the world and was widely respected. For his innovative contributions to the company recognized for its reputation as the industry leader in new product research and development. Not only Manohar was an effective engineer, he was also popular with almost everyone in the company. Throughout his seven year with Madras Manufacturing Co., Manohar had kept himself up-to-date in his field by reading engineering journals and by attending conference and workshops. Because of his technical/engineering experience with the company and his ability to get along with people, top management felt very confident in promoting Manohar to the position of manager of Engineering Deptt.

Manohar’s early experience in coordinating the working of eighteen engineers in the department proved to be a real challenge. He experienced considerable difficulties being a manager as compared to the aengineer. He continued to be very involved with research and product design and worked very long hours (sometimes upto 12 hours a day) in order to keep up his design engineering.

Recently, Manohar was told by his boss that he was not providing the leadership to the department that top management believed was necessary in order to achieve maximum effectiveness. Manohar also began to feel pressure from some engineers who likewise believed that he was involved in performing routine engineering job and not managing the department

Questions-

1. Which personality represented by Manoher?2. What is basic problem confronting Manohar as a manager?3. Did the management make a mistake in promoting Manohar to the position of manager?4. What suggestions would you like to make to improve performance of Manohar as a manager?

Case study-Personality 2

Sanjay Yadav, the Service Manager, had Rajiv kumar as a Supervisor in the equipment section to oversee the work of the serviceman. The supervisor was a nice person, but a bit of soft dealing with the people. After working for four years, Rajiv left the company for a new job elsewhere. A new supervisor Mehra was recruited from outside.

Robert lee, A Senior Technician, who had 10 years with the company, was disappointed because he was not considered for the supervisor’s post. Robert had maintained a grood record all along, and in fact, came up through the rank from trainee to senior technician.

The new supervisor, Mehra, was generally a more aggressive person. Shortly after taking over the job, he started asking his subordinates to record the actual hours spent on varios activities and idle time, if any.(Prior to this, the hours spent on each job were based on some kind of estimate.) the technicians were not happy with this, but unwillingly complied with the demand.

The relationship between supervisor and his workers deteriorated when Mehra started to change certain routine matters which are supposed to improve the work flow and reduce overtime.

A few months later, two technicians resigned. Then the Robert (Sr Tech) also tendered his resignation and complained to Sanjay Yadav (Service manager) accusing Mehra of trying to create more work for them unnecessarily. However, these complaints were found to be not fully justifiable, but to a great extent were the result of misunderstanding between Mehra and his men.

Mr Yadav did not want to lose Robert, and managed to persuade him to stay on and reconcile with Mr. Mehra. Shortly after, Mr Mehra left the company.

Questions- 1. Do you consider the actions taken by Mr.Mehra not tactful enough?2. There is a general tendency for employees to resist change in routine, particularly when

such changes may encounter initial teething problems and affect the morale of employees. In view of this, what should be right approach in implementing changes by supervisor?

3. If you were the service manager, would you let the Robert or Mr. Mehra go? What are your reasons? Is there any other way of handling the situation?

Case study-Personality 3

Rajesh is 22 years old and will be receiving his PG degree in Human Resource Management from UPTU Lucknow at the end of this semester. He had spent the past two summers with Twin Cities Insurance Company (TCIC), filling in on a number of different jobs while employees took their vacations. He has received and accepted an offer to join TCIC on a permanent basis upon post graduation, as a supervisor in the policy renewal department.

Twin Cities is a large insurance company. In the headquarters office alone, where Rajesh will work, they have 5000 employees. The company believes strongly in the personal development of its employees. This translates into philosophy, emanating from the top executive offices, of trust and respect for all TCIC employees. The job of Rajesh will be assuming requires him to direct the activities of 22 clerks. Their jobs require little training and are quite routine in nature. A clerk’s responsibility is to ensure that renewal notices are sent on current policies, tabulate any changes in premium from a standardized table, and advise the sales division if a policy is to be cancelled as a result of non-response to renewal notices.

Rajesh’s group is entirely composed of women ranging from 19 to 62 years of age, with a median age of 24. For the most part, they are matriculates with little prior working experience. The salary range for policy renewal clerks is Rs.1200 to Rs. 1800 per month. Rajesh will be replacing a long-time TCIC employee, Manohar. Manohar is retiring after 37 years with TCIC, the last 14 years he spent as policy renewal supervisor. Since Rajesh spent few weeks in Manohar’s group last summer, he was familier with Manohar’s style and also knew a lot of group members. He anticipated no problems from any of his soon-to-be

employees except possibly for Subhash. Subhash was well into his fifties, had been a policy renewal clerk for over a dozen years, and as the “grand old man”, carried a lot of weight with group members. Rajesh concluded without Subhash’s support, his job could prove very difficult.

Rajesh is determined to get his career off on the right foot. As a result, he had been doing a lot of thinking about the qualities of an effective leader.

Questions-1. What are the critical factors that will influence Rajesh’s success as a good personality or

leader?2. Would these factors be in the same if success were defined as Group’s productivity?3. What Changes Rajesh would like to add in his personality for being a successful manager?

Case study -Productivity

You are the General Manager of a large company. After an extensive study of operations, you approved the installation of new machines and a new scheduling system. This investment was expected to result in substantial increase in productivity and decrease in manufacturing costs. To the surprise of everyone, the productivity has not increased as expected. In fact, productivity has dropped, quality has fallen off and workers complaints have increased after the installation of new machines.

The representatives of the machine suppliers have thoroughly checked the operations in plant and are satisfied that the plant should operate at peek efficiency. You have reason to believe that new scheduling system may be the culprit. But your immediate subordinates insist that the new scheduling system is operating as intended. Some believed that the drop in productivity is entirely due to worker’s psychology. Others feel that lower productivity is caused by a combination of factors such as poor training, poor supervision, lack of financial incentives and poor morale.

Your president calls you in the morning and reviewed your production figures for the last quarter. He is concerned about the effectiveness of the investment decision to acquire new machines. He indicated that the problem was yours and you should resolve this problem without further delay.

Questions-

1. What is the problem in this case?2. Do you agree with GM’s approach in introduction of change in the organization? Give reasons

for your answer.3. As the GM, what steps will you take to resolve the problem?

Case Study: Induction Training

One Monday morning Sanjay Nagpal, a recent recruit from a reputed management institute in Manipal walked into the sales office at Chennai as a new sales trainee. Raghvan, the Zonal Sales Manager for a large computer hardware firm was there to greet him. Raghvan’s job consisted of overseeing the work of Sales Officers, Field executives and Trainee Salesman numbering over 50 of three areas namely Chennai, Banglore and Trivenderum. The sales growth of computers, parts and other office equipments in his area was highly satisfactory, specially in recent years- thanks to the developmental initiatives taken by respective state government in spreading computer education in schools, offices, colleges, banks and other institutions.

Raghvan had collected several sales reports, catalogues and pamphlets describing in detail the types of office equipments sold by the company. After a pleasant chat about their background, Raghvan gave Sanjay, the collected material and showed him to his assigned desk.There after Raghvan excused himself and did not return. Sanjay spent the whole day scanning the material and at 5 P.M. He picked up his things and went home.

Questions4. What types of sales training program would you suggest?

5. What method of Training would have been best under the circumstances? Would you consider OJT Simulation or experiential methods?

Case study-Personality

Chief buyer Mr Deepak Sharma, called the management trainee, Ms Mrinal, into his office “Mrinal, you have been with us only for six months but in that time you have progressed very well. I am delighted with your work and appreciate the efforts made by you into your job.Mrinal was pleased. When she had come to Universal Exports, fresh out of the management college, she had lot of inhibitions about joining an Export hour. The job was different from what she had expected, with long hours of working and little glamour. But now she has been there for six months and getting adjusted to routine life. Her immediate boss Deepak had said that she was doing well.Three months later, however, Mrinal was in surprise. When an opening for the post of Dy. Chief Buyer occurred in Universal Exports, someone else was hired. No one even mentioned the name of Mrinal for Dy Chief Buyer, she was never considered for any other promotional post.

Upset and annoyed Mrinal went to her friend Ranjan Srivastava, a senior buyer in men’s division. Ranjan was someone in whom Mrinal was confident. “My boss said, I was doing well and I have great future here”. I just could not understand why the management did not even consider me for promotion?

“Well, for one thing” Ranjan said “You are not ready yet”.“I thought you know the company’s policies, Mrinal” Ramesh began hesitantly.

Universal Exports want to be a fashion leader. Buyer should be how to get the best items for cheapest price. It also takes creativity and in-depth knowledge of the market such as finding new fashion items that will be a big hit. You have to be ahead to the customers. Anticipate their needs and generate their needs. You are competent, Mrinal, but you have not come up with any ideas so far”.Mrinal was disappointed. She walked adejectedly out of Ranjan’s office. The next day Mrinal phoned in sick. Over the next few months, her performance gradually declined and she made several purchasing and accounting errors. Concerned that Mrinal was failing to meet minimum performance standards, Deepak asked what was wrong.

“Oh nothing” Mrinal answered. “It is just that I don’t feel like working so hard if I am not going to get rewarded”. After few months still waiting for promotion, with putting her hard efforts, Mrinal got upset and as per company’s policy served three months notice of leaving the organization.

Questions-Q.1. How would you analyze the case of Mrinal? What mistakes, if any, Mr Deepak and Universal Exports made with respect on Selection & Placement?Q.2. What can do now to restore Mrinal’s motivation and get her back on track and what suggestions made by you being a HR Manager to counsel her?Q.3. Why Mrinal becomes failure herself in taking rational decisions for grooming her personality? Give your suggestion about existing kind of personality and required personality for getting success.

Case study

Mr Dasgupta, Sales Manager of Fashion Fabrics, Eastern region of Sunny Textiles did not find the performance of Harish Mehta, one of his sales representatives, up to the mark. On several occasions, Mr Dasgupta personally discussed with Harish about his verious problems, suggesting ways and means so that he might improve his sales performance. During the last appraisal meeting, Mr Dasgupta said, “Harish , I’m going to let you go if your sales performance are not upto you quota this month.”

Harish failed to achieve the target. Mr Dasgupta could not bear with the situation and decided to go for further action. He wrote Harish a letter informing him of his dismissal.

Three days later, Mr Dasgupta rteceived a call from Mr K.T. Prashant, General Sales Manager, “Mr Dasgupta, I want you to put Harish Mehta back on the payroll immediately. You know he is a naphey of Mill Mazdoor Union President.” “O.K.,” sighed Mr Dasgupta, “I’ll see that it’s done”.

Questions-1. What are the authority-power relationships in the case?2. What can be possible umpact of these relationships on the functioning of the

organization? Give your suggestion to overcome the situation.3. based on this case, bring out the role of personal power in modern organizations

Case study

Sanjay, doing MBA from a reputed business school, had taken a summer job in a large company in his home town. He was told to report to the warehouse supervisor. On the first day at work, the supervisor assigned him to a small group of men who were responsible for loading & unloading the boxcars that supplied the materials and carried away the finished goods of the factory. After two weeks on the job, Sanjay was amazed at how little work the men in his crew accomplished. It seemed that they were forever standing around and talking or in some cases, even going off to hide when there work to be done.

Sanjay often found himself along while the other members of the crew were off messing around somewhere else. When Sanjay complained to his co-workers, they made it very plain that if he did not like it, he could quit, bit if he complained to the supervisor, he would be sorry. Although Sanjay has been deliberately excluded from any of the crew’s activities such as taking breaks together or having snacks at the popular restaurant across the street. Yesterday he went up to one of the older members of the crew and said, “ I don’t know why you people behave like this. I am just trying to do my job because I am here only for my summer assignment. I get a good salary which is al that I care about. I would have liked to know you all better, bit frankly I am sire that I am not like you all.” The older man replied.” Son, if you had been here as long as I have, you would be just like us.”

Questions-

1. Explain the group processes in the above case.2. Describe the degree & type of motivation of Sanjay and other members of the group.3. Do you think Sanjay will change his attitude if he were to stay longer on the job? Explain

the reasons for your thinking.

Case study-Communication

“I expect every manager to act completely rational in every decision he makes”, declared the head of electronic division of Sunlight Industries Ltd. “Every one of us, irrespective of his position in the organization has to be professional rationalist and I expect him not only to know what he is doing and why he is doing it, but also to be right in his decisions. I know that someone said that a good manager needs to be right enough in more than half of his decisions. But that is not good enough for me. However, one may be excused for an occasional mistake especially on matters beyond one’s control but no one can be pardoned for acting irrationally.”

“I endorse your views, Sir”, Said Anant Kumar, the marketing manager,” and I always try to be rational and logical in my decisions, but would you mind helping me to be sure of this by explaining what rational decisions are”?

Questions-

1. Explain, how the head of electronics division might describe what is involved in rational decisions?

2. If Anant Kumar argues that there is no way he can be completely rational, how would you respond?

3. What communication barriers do you find in the above stated case study? How do you deal your organizational members of organization in this condition?

Case study-PMTC

Punjab Metal Tools Corporation (PMTC) in the business of metal cutting tools and metal forming tools, is engulfed in competition with national as well as international players. PMTC’s products are used by capital goods and other engineering industries. The business is cyclical in nature, dependent on capacity utilization levels in user industry.

Gyan Chand, the MD of PMTC had begun urged by the distributors in a recent meetint to introduce high-tech metal cutting tools and new models using the latest technology. They felt that it would help to fight the dumping of cheap second-hand machinery and increase the domestic as well as export market share. Gyan Chand realized that implications of distributor’s suggestions. This would increase the R & D budget tremendously. A fully automated production line put pressure on finances. A greater variety of tools, models etc. would require inventory space. Mechanics needs to trained again, especially in running the latest fully automated robots and gadgets.

Reflecting on previous staff meeting, Gyan Chand realized that the marketing people always wanted a greater variety of models but never appreciated the huge financial burden a decision would imply. PMTC, after all, carried through its operations all along with just a few models quite successfully. In such a scenario, Gyan Chand felt that there is no need to go in for new models and educing the cost and price. The customers now-a-days is more interested in

getting value for money. However, to be on the safe side, he sought the opinion of a consulting firm in this regard.

Questions-

1. What do you think is the mission of the enterprise?2. What kind of opportunities & threats lying in the firm’s External environment?3. How would you go about evaluating the strengths & weakness of the firms? What factors

are critical for success or failure?4. “To be successful, an organization must be an open system”. What does it mean and how

does it apply in this case?

Strength-

1. Good market reputation

2. Sound financial position

3. Production capacity to meet the demands of capital goods & engineering industries

Weakness-

1. Old technology

2. Cyclical nature of business

3. Lower R&D budget

Opportunities-

1. Availability of latest technology

2. Ready market for high-tech cutting tools & new models

3. Distributors eager to stock and sell high tech products

4. Possibility of export orders

Threats-

1. Dumping of cheap second-hand products

2. Falling confidence of distributors

3. Falling market share in national & international market

4. Increased competition in market

Case Study

Sujoy, the new Production Manager of Rohan Industries Ltd., was wondering how to deal with what appeared to be a cohesive group comprising of 8 of the 30 machine operators in his

department. The group members worked on adjacent machines, exchanged joking remarks during working hours, took lunch together and frequently was involved together in after-hours social functions. Manoj, a union member, seemed to organize most of the group’s after-hours activities and his leadership within the group also was quite apparent on the job. Every time when Sujoy made a request to any group members, the operator would look to Manoj for his approval before he would cooperate.

The situation appeared particularly intolerable when a new entrant to the production shop, Shyam, was forced to down his output. Shyam found that his lunch box had mysteriously disappeared and his questions put to his fellow operators had brought only naughty smiles but not his lunch. As Sujoy leaned back in his chair thinking over the situation in his department, he could hear the group of 8 operators laughing and talking as they returned from lunch.

Questions-

1. What kind of dysfunctional influence of group is clearly noticeable? Is it leads healthy personality of Manoj? Explain.

2. Can the informal group be liquidated?3. What advice would you offer to Sujoy to deal with problem effectively?

Case Study

Shivam Electronics manufactures components like televisions, stereo systems and cordless telephones. Mr Arora had started the company about eight years back at Solan in foothills of Himachaal Pradesh. With a vision of expansion, Mr Arora bought a large plot of land for future expansion next to the existing plant. The company currently employs about 600 employees.

The company decided about a year ago to diversify its business and add other types of consumer items to its product line. It was considered necessary because the field of electronics goods was becoming saturated and there was a fear of declining profits in the future in this area. Mr Pandey, a Vice President was asked to form a group which would study and recommend some ideas of new products within the given facilities and resources of the company. Mr Pandey constituted a group of seven persons from such as production, finance, research, personnel an marketing and gave them the freedom to brainstorm and come up with a feasible idea. The group elected Mr Amit their leader to keep liaison b/w the group and Mr Pandey.

The group members meet twice a week for brainstorming many ideas and after about a period of three months, they came up with the idea of making golf balls and golf appliances. Their reasoning was that because of availability of various types of household appliances, people were having more leisure time & also the number of middle class people. With excitement and expectation of appreciation, the group prepared a report and Mr Amit submitted report to Mr Pandey.

After about one week, Mr Pandey called Mr Amit in his office and informed him that the idea would not be accepted by the top management, simply because the demand of golf balls & appliances was very limited and the middle class was not yet financially ready to get involved in a very expensive leisure activity.

Disappointed at this, Mr Amit went back to the group and asked the members to working on some other idea. After another exercise of brainstorming, the group generated a business idea to manufacture electronic toys for kids. When Mr Amit submitted the report, Mr Pandey was quite enthusiastic about idea. However, the idea was turned down by the top management on the ground

that the electronic toy market is dominated by china with very cheap toys and it would not be advisable to diversify in this area. The group was asked to generate a new idea again.

Questions-

1. What are the key issues of the case?2. Do you think Mr Pandey was correct in rejecting the first idea without presenting it to

the top management?3. As a member of the group, how would you have reacted? Explain. The life position of

transactions by Mr Pandey.

Case Study

Mr Ramakant was appointed as Operation Planning Manager in the Superpleasure Airlines last month. Immediately after reporting to the new job, Ramakant recognized that there were difficulties in the time control section which consists of 16 junior clerks, 8 senior clerks and a supervisor who reported to him.

The basic function of time control section is to maintain records of all rotatable parts used on a fleet of 85 passenger aircrafts. Report reflects the date on which the part was installed, removed & total aircraft flying time. To maintain identification, serial numbers are recorded for each controlled part. Parts that have operated beyond their approved time limit have to be removed and overhauled.

The problem that Ramakant noticed was that there were numerous instances of inaccurate records. The records were in violation of Airport Authority Regulations & poor record-keeping resulted in an excessive overhaul costs. He observed that the employees had formed an extremely strong informal work-group. The members would accept or reject new employee into the work-group based on factors completely unrelated to the job. Some outsiders observed that if a new employee’s behavior was not in tune with the informally determined norms, he or she had little chance of success within the group.

The group members arranged for contributory dine-and- dance party every week-end and had a greater time together. Those who did not like to participate and socialize were ignored and made to feel uncomfortable to the point that they would quit the organization. This resulted in an annual turnover rate of approximately 60 %. Ramakant realized that the problem had to be solved immediately or major problems could results for the Superpleasure Airlines in future.

Questions-

1. What are the dysfunctions of informal work group in Superpleasure Airlines?2. Could there be benefited of informal organization in Superpleasure Airlines?3. What suggestions would you give to management of this company to cope with this

informal organization?