MAHATMA GANDHI UNIVERSITY, KOTTAYAM BBA (HONOURS)
FIRST SEMESTER EXAMINATION (2024 ADMISION ONWARDS)
MG1CCRBBA103– Business Communication-I
Duration: 1 .3 0 hrs Maximum Marks: 50
Students should attempt at least one question from each course outcome to
enhance their overall outcome attainability.
Part A Short Essay Type Questions Answer 2 Questions Each question carries 5
marks
1. The customer service team addresses customer complaints and feedback
through social media platforms. Is this an example of internal or external
communication? Explain your reasoning. [K] [CO1]
2. Define communication and explain the concept of business communication.
Illustrate with an example of a situation where effective business
communication plays a critical role. [K] [CO1]
3. Sarah was participating in a virtual team meeting, but her internet connection
was weak, causing her audio and video to cut in and out. This made it difficult
for her colleagues to understand her points. Identify and explain which barrier
affected the communication in this scenario. [K] [CO4]
4. Alex is part of an online study group where members frequently share
resources, discuss assignments, and help each other with questions. During a
recent session, Alex received a useful document from another member but didn't
acknowledge or thank them for sharing it. Later, Alex reposted the same
document in another group without giving credit to the original contributor. This
behavior upset some group members, as they felt Alex wasn’t respecting digital
etiquette and responsibility. Identify the digital etiquette principles Alex
violated. How could Alex have shown more responsibility and respect in this
online environment?
[K] [CO3] [5 x 2 = 10]
Part B Essay Type Questions
Answer 2 Questions Each question carries 10 marks
5. During a project kickoff meeting, the project manager, Sarah, noticed that
team members from different departments were frequently interrupting each
other and using technical jargon that some members found confusing. As a
result, key objectives and deadlines were not clearly understood by everyone.
What essential factors of effective communication could Sarah implement to
ensure that all team members are on the same page and that the project runs
smoothly? [K] [CO1]
6. Your company is experiencing delays in project timelines due to unclear
digital communication between teams. Employees often send lengthy emails
filled with jargon, leading to misunderstandings and a lack of clarity on
responsibilities. Propose specific changes would you implement to enhance
digital communication in this scenario, and how would these changes address
the current challenges? [A] [CO3]
7. In a growing marketing firm, the team faced difficulties during virtual client
presentations due to a lack of a formal code of conduct. During one recent
presentation to a major potential client, several team members experienced
connectivity issues, leading to frequent interruptions. Additionally, one member
was seen eating during the presentation, while another had a distracting
background filled with personal items. These behaviors created an
unprofessional impression, leading the client to question the team's seriousness
and commitment. Recognizing the need for improvement, the project lead, Ms.
Robinson, decided to implement a code of conduct to enhance the
professionalism of their virtual client interactions. After introducing the code of
conduct, which included guidelines such as ensuring stable internet connections,
maintaining a professional appearance, and using neutral backgrounds, the
quality of client presentations significantly improved. Team members began
preparing in advance, testing their technology, and presenting themselves more
professionally. This led to smoother presentations, improved client engagement,
and a stronger impression of the firm’s capabilities. By creating a respectful and
focused environment, the team was able to effectively communicate their ideas
and strategies, ultimately resulting in securing the client's business. [AN] [CO4]
a. What specific behaviors in the case study illustrate the need for a code of
conduct during virtual client presentations?
b. How can the establishment of a code of conduct enhance the firm’s reputation
in the eyes of potential clients?
c. What strategies can team members employ to ensure adherence to the code of
conduct during client interactions?
d. What additional guidelines could be beneficial in further enhancing the
effectiveness of virtual client presentations? [10 x 2 = 20]
Part C Letter Writing
Compulsory Question Each question is worth 20 marks:
10 marks for the record submission and 10 marks for the drafted letter.
8. Draft a resume for an Administrative Assistant: Highlighting administrative
skills, organizational abilities, and professional experience. [A] [CO2] [20 x 1 =
20]
