Assignment Code: BDP/BEGE-104/TMA/2023-24

Course Code: BEGE-104

Assignment Name: English for Business Communication

Year: 2023-24

Verification Status: Verified by Professor

Q1) Read the passage carefully and answer the questions given below it.

At the Harvard Negotiation Project we have been developing a new method of negotiation explicitly designed to produce good results efficiently and amicably. This method, called principled negotiations or negotiations on the merits, can be boiled down to four basic points.

The first point recognizes that human beings are not computers. People have strong emotions, often see things very differently, and do not always communicate clearly. In negotiation it often happens that emotions get mixed up with the objective rights and wrongs of the situation. Taking up a fixed position makes this worse because people‟s personalities become identified with their positions. So before the actual negotiation begins we need to distinguish between personal differences and differences over solutions to the problem.

The second point distinguish between what people say they want, their stated positions, and what they really want, their underlying interests. Negotiating positions often hide what you really want. A compromise between two positions is not likely to produce an agreement which satisfies the need underlying each position.

The third point acknowledges the problem of having to find a perfect solution while you‟re under pressure. Making up your mind in the presence of your opponent restricts your ideas. Deciding on something very important or trying to find the perfect answer limits creative thought. You can get around these limitations by arranging a set amount of time to think up a wide range of possible solutions which help both sides and creatively bring them together.

When both sides find that their interests are directly opposed, one negotiator may try to win simply by being stubborn. However, you can respond to such tactics by insisting that his/her opinion alone is not enough and that some fair independent standard is needed. This does not mean that you yourself select the independent standard, rather that both of you decide on one, such as market value expert opinion, or law. By discussing such criteria neither side need give in to the other.

Briefly answer the following questions:

Q1a) What situation is created when emotions intrude into the negotiation process?

Ans) When emotions intrude into the negotiation process, the situation created is one where personal differences and personalities become intertwined with the positions taken by the negotiators. This can make it more challenging to reach a mutually beneficial agreement because emotions may cloud rational judgment and lead to intransigence.

Q1b) People do not always state what they desire. What do they do instead? Discuss.

Ans) People often do not explicitly state what they desire in negotiations. Instead, they tend to articulate their positions, which are their stated preferences or demands in the negotiation. Positions are the surface-level expressions of what people want. However, beneath these positions lie their underlying interests, which represent their true desires, needs, and motivations. In negotiations, people tend to conceal their underlying interests by focusing on their positions. This can lead to challenges in reaching mutually beneficial agreements because compromising between two positions may not address the underlying needs and interests of both parties.

Q1c) Negotiators need to have a fixed „time-alone‟ period. Why?

Ans) Negotiators need to have a fixed "time-alone" period because it allows them to think up a wide range of possible solutions without the pressure of their opponent's presence. This time alone enables them to brainstorm creatively and come up with ideas that can benefit both sides of the negotiation. It helps them avoid the limitations of making quick decisions in the heat of the negotiation, where the desire to find a perfect solution can restrict their creative thought process.

Q1d) Why does it often become necessary to consult a specialist in the process of negotiation? Who should these people be?

Ans) It often becomes necessary to consult a specialist in the process of negotiation because negotiations can be complex, emotionally charged, and may involve technical or legal aspects that require expertise. These specialists can provide valuable insights, guidance, and objective assessments to help parties reach mutually beneficial agreements.

The people who should be consulted as specialists in negotiation can include:

a)     Mediators: Mediators are neutral third parties who facilitate communication between conflicting parties and help them find common ground. They can be skilled professionals trained in conflict resolution and negotiation.

b)     Legal Counsel: In negotiations involving legal issues, lawyers with expertise in the relevant field of law can provide legal advice, interpret laws and regulations, and ensure that agreements are legally sound.

c)     Subject Matter Experts: Depending on the nature of the negotiation, subject matter experts with in-depth knowledge of the industry, technology, or specific aspects of the dispute can offer valuable insights and solutions.

d)     Financial Advisors: In negotiations involving financial matters, such as mergers and acquisitions or financial settlements, financial experts can provide guidance on financial implications and strategies.

e)     Psychologists or Communication Experts: When emotions and communication breakdowns are significant issues in negotiations, psychologists or communication experts can help parties understand and manage their emotions, improve communication, and build rapport.

f)      Market Value Experts: In cases where the negotiation involves determining fair market value or pricing, experts with knowledge of market trends and valuation methods can provide objective assessments.

Q1e) Suggest an appropriate title to the passage.

Ans) An appropriate title for the passage could be "Principled Negotiations: A Method for Efficient and Amicable Results."

Q1f) State whether the following statements are true or false with reference to the passage.

i) People's emotions often complicate matters in life.

ii) The writer believes that negotiation is creativity under pressure.

iii) An example of the use of objective reference points is to consult a specialist.

iv) People often win by not budging from their position.

v) A negotiating position often makes it hard to identify real needs.

Ans) i) True. The passage mentions that people have strong emotions and often see things differently, which can complicate matters in negotiation.

ii) True. The passage suggests that negotiating under pressure can limit creative thought, indicating that negotiation is a form of creativity under pressure.

iii) True. The passage mentions using objective reference points such as market value or expert opinions, which are examples of seeking outside expertise or specialists.

iv) False. The passage suggests that stubbornness alone is not a winning strategy in negotiation. It recommends the use of fair independent standards instead of being inflexible.

v) True. The passage indicates that negotiating positions can hide what people really want, making it challenging to identify their real needs.

Q1g) Make sentences of your own with the following phrases:

i) get mixed up

ii) fixed position

iii) to think up

iv) give in to

v) bring them together

Ans) i) I often get mixed up when trying to follow complex instructions.

ii) Taking a fixed position in the negotiation only made matters worse.

iii) Let's take some time to think up innovative solutions to the problem.

iv) She refused to give in to peer pressure and stuck to her principles.

v) The mediator's role is to bring them together and facilitate a peaceful resolution.

Q2a) In the following memo the linking words and phrases are missed out. Choose the most appropriate word or phrase from the ones given.

Memo from: General Manager                                                      To: Managing Director

Date: 1st April 2023                                                                       Ref No. GRS/23/19

(i)………………………. we have agreed in principle to try and cut down on staff, there are two serious problems in the Buying Department. (ii)………………………. the clerk in charge of ordering from the stores is also responsible for the filing of information. (iii) …………………… at the end of the month, when most people want replacements from the stores, and (iv) ……………….require information from the files, he is unable to help us with the demand. (v) ………………… he is practically unoccupied during the first week of every month, when he could be helping someone else, so I suggest we try to reorganize his job.

i. a) in spite of b) while c) because

ii. a) firstly b) at first c) namely

iii. a) so that b) consequently c) because

iv. a) also b) on the other hand c) therefore

v. a) also b) in contrast c) otherwise

Ans) i. c) because

ii. a) firstly

iii. c) because

iv. a) also

v. c) otherwise

Q2b) The following letter sounds rather direct and demanding, as if written from a superior to an inferior. Improve the tone of the letter by transforming the verbs in capitals into polite forms:

Dear Mr. Sareen

We SHALL be grateful if you CAN explain the delay in the shipment expected on

May 1st. You MAY call us on the above number to save time. Otherwise, it WILL be

appreciated if you CAN reply asap.

Yours sincerely,

Ashish Khetan

Ans) Dear Mr. Sareen,

We would greatly appreciate it if you could kindly explain the delay in the shipment expected on May 1st. It would be of great help if you could call us on the above number to save time. Alternatively, we would be very grateful if you could reply as soon as possible.

Yours sincerely,

Ashish Khetan

Q3) The “Adventure Club” in your college is planning to go on a trekking expedition to Manali. As secretary of the club, prepare a notice for the college notice board giving the necessary information in about 100 words.

Ans) Notice

Adventure Club Trekking Expedition to Manali

Date: 05/10/1996

The Adventure Club of St. Eloise PU college is excited to announce an upcoming trekking expedition to the beautiful destination of Manali. This thrilling adventure promises breathtaking views, unforgettable experiences, and a chance to connect with nature.

Details:

Destination: Manali

Departure Date: 10/11/1996

Return Date: 20/11/1996.

Cost: Rs. 25,000

Registration Deadline: 10/10/1996

Don't miss out on this incredible opportunity to explore the scenic landscapes of Manali. Register at the Adventure Club office by 10/10/1996. For more information, contact Robin S, Secretary, Adventure Club (8943651287).

Join us for an adventure of a lifetime!

Robin S

Secretary, Adventure Club

St. Eloise PU college

Q4) Write short notes on any two of the following:

Q4 i) Features of a business proposal.

Ans) Features of a Business Proposal:

a)     Clear Objective: A business proposal should begin with a clear and specific objective. It should outline what the proposal aims to achieve, whether it's securing funding, forming a partnership, or proposing a new project. Clarity in the objective is essential for the reader to understand the purpose.

b)     Detailed Information: The proposal should provide comprehensive information about the project or idea being proposed. This includes a detailed description, scope, and the benefits it offers. It should answer questions like "What," "Why," "How," and "When."

c)     Target Audience: A well-crafted business proposal considers the needs and interests of the target audience. It tailors the proposal to address the specific concerns and priorities of the reader, making it more persuasive.

d)     Value Proposition: The proposal should clearly articulate the value proposition of the project or idea. It should explain why it's unique, how it addresses a problem or opportunity, and the potential benefits it brings.

e)     Feasibility and Viability: It's essential to demonstrate the feasibility and viability of the proposal. This includes discussing the resources required, the timeline, potential risks, and the strategies to mitigate those risks.

f)      Supporting Evidence: Whenever possible, a business proposal should provide supporting evidence such as market research, financial projections, case studies, or testimonials. These strengthen the credibility of the proposal.

g)     Professional Presentation: The presentation of the proposal matters. It should be well-organized, free from errors, and visually appealing. Charts, graphs, and visuals can help convey information effectively.

h)     Call to Action: A business proposal typically concludes with a call to action, specifying the desired response from the reader. Whether it's requesting funding, scheduling a meeting, or signing a contract, the proposal should guide the reader on the next steps.

i)       Appendices and Attachments: Supplementary materials, such as resumes, references, or additional data, can be included in the appendices to provide further context or support for the proposal.

j)       Customization: Generic proposals are less effective. Successful business proposals are customized to the specific needs and preferences of the recipient, showcasing a commitment to addressing their concerns.

k)     Polished Language: The language used in the proposal should be professional, concise, and persuasive. Avoid jargon or overly technical terms that may not be understood by the reader.

l)       Review and Editing: Before submission, a business proposal should undergo thorough review and editing to eliminate errors and ensure clarity and coherence.

Q4 ii) An effective group discussion.

Ans) Group discussions are a common communication activity used in various contexts, including education, business, and decision-making processes. An effective group discussion involves several key elements that contribute to its success:

a)     Clear Objective: The discussion should have a well-defined purpose or objective. Participants should know the topic, goals, and expected outcomes before the discussion begins. A clear objective helps keep the discussion focused and productive.

b)     Structured Format: Group discussions often follow a structured format, with a designated moderator or leader who ensures that the discussion stays on track. The format may include an opening statement, individual contributions, rebuttals, and a conclusion.

c)     Active Participation: Effective group discussions rely on active participation from all members. Participants should listen actively, express their opinions clearly, and avoid dominating the conversation. Encouraging quieter members to contribute is also important.

d)     Respectful Communication: Respectful and constructive communication is crucial. Participants should express their ideas and opinions respectfully, avoiding personal attacks or offensive language. Disagreements can be expressed diplomatically.

e)     Focused Topics: The discussion should revolve around specific topics or questions related to the objective. Tangential or unrelated discussions should be redirected to maintain relevance.

f)      Time Management: Managing time effectively is essential to ensure that all relevant points are covered within the allotted time. The moderator should monitor the clock and guide the discussion accordingly.

g)     Inclusive Environment: An inclusive environment encourages diverse perspectives. Participants should feel comfortable sharing their views without fear of judgment. Inclusivity promotes creativity and problem-solving.

h)     Evidence-Based Arguments: Encourage participants to support their arguments with evidence or examples. This helps strengthen the validity of their points and adds credibility to the discussion.

i)       Summarization and Conclusion: At the end of the discussion, it's important to summarize the key points and reach a conclusion if applicable. This ensures that the discussion achieves its objectives and leaves participants with a sense of closure.

j)       Feedback: After the discussion, feedback can be valuable for improvement. Participants can share their thoughts on what went well and suggest areas for improvement in future discussions.

Q4 iii) Guidelines for writing e-mails.

Ans) Email has become a ubiquitous form of communication in both professional and personal settings. Writing effective emails is essential to ensure your messages are clear, concise, and achieve their intended purpose. Here are some guidelines for writing emails:

a)     Clear and Concise Subject Line: The subject line should provide a clear and concise summary of the email's content. It helps recipients understand the purpose of the email at a glance.

b)     Use Professional Greetings: Start your email with a professional greeting such as "Dear Mr. Smith" or "Hello," followed by the recipient's name. Avoid overly casual or informal language unless it's appropriate for your relationship with the recipient.

c)     Structured and Organized Content: Use paragraphs to structure your email. Each paragraph should focus on a single point or topic. Use bullet points or numbered lists for clarity when discussing multiple items.

d)     Be Polite and Courteous: Maintain a polite and respectful tone in your emails. Use "please" and "thank you" when appropriate. Avoid using all capital letters, which can be perceived as shouting.

e)     Proofread and Edit: Carefully proofread your email for spelling and grammatical errors. Clear and error-free communication reflects professionalism.

f)      Use Proper Formatting: Choose a readable font and font size. Avoid excessive use of bold, italics, or underlining, as it can make the text hard to read.

g)     Stay on Topic: Keep your email focused on the subject at hand. Avoid including unrelated information or going off-topic.

h)     Use Attachments Sparingly: Only attach files if they are necessary for understanding the message. Ensure that attachments are well-labelled and in a common format (e.g., PDF or Word).

i)       Avoid Excessive CCs and BCCs: Don't copy or blind copy (CC/BCC) people who don't need to be included in the email conversation. It can clutter inboxes and lead to confusion.

j)       Be Mindful of Tone: Tone can be challenging to convey in writing, so be aware of how your message might be interpreted. Avoid sarcasm, which can be easily misunderstood.

k)     Use Professional Signatures: Include a professional email signature with your name, title, organization, contact information, and any relevant links or disclaimers.

l)       Consider Privacy and Security: Be cautious when discussing sensitive or confidential information in emails. Use secure channels if necessary.

m)   Respond Promptly: When you receive an email, respond in a timely manner, even if it's to acknowledge receipt and provide an estimated response time.

n)     Use Descriptive File Names: When sending attachments, use descriptive file names that make it clear what the files contain.

o)     Double-Check Recipients: Before hitting "send," double-check that you've selected the correct recipients. Misdirected emails can lead to problems.

Q4 iv) Body language.

Ans) Body language is a form of nonverbal communication that involves the use of physical gestures, facial expressions, posture, and movements to convey messages, emotions, and intentions. It is a powerful and often subconscious way in which humans express themselves and interpret the behaviour of others. Here are some key points to understand about body language:

a)     Universal and Cultural Variations: While some aspects of body language are universal, meaning they are recognized and understood across different cultures (e.g., smiling to indicate happiness), there can also be cultural variations in body language interpretation. What is considered appropriate or rude in one culture may differ from another.

b)     Facial Expressions: The face is a particularly rich source of nonverbal communication. Smiles, frowns, raised eyebrows, and squinting can all convey a range of emotions. Micro expressions, brief and involuntary facial expressions that reveal concealed emotions, are also important in understanding body language.

c)     Posture and Gestures: The way a person carries themselves, whether they stand tall or slouch, cross their arms, or use open gestures, can provide insights into their confidence, comfort, and attitude. For example, standing with an open posture often indicates openness and receptiveness, while crossed arms can suggest defensiveness.

d)     Eye Contact: The use of eye contact is crucial in communication. Maintaining appropriate eye contact shows attentiveness and interest, while avoiding eye contact may indicate discomfort, deception, or a lack of confidence.

e)     Cultural Sensitivity: It's important to be culturally sensitive when interpreting body language, as gestures and expressions can have different meanings in different cultures. What may be considered a friendly gesture in one culture might be offensive in another.

f)      Congruence with Verbal Communication: Effective communication often involves the alignment of verbal and nonverbal cues. When a person's words and body language are congruent (e.g., saying "I'm fine" with a genuine smile), it enhances the credibility and sincerity of the message.

g)     Emotional Intelligence: Developing emotional intelligence, which includes the ability to understand and manage one's own emotions and those of others, involves recognizing and interpreting body language cues. This skill is valuable in personal and professional relationships.

h)     Deception Detection: Body language plays a significant role in detecting deception. Certain behaviours, such as avoiding eye contact, fidgeting, or inconsistent gestures, can be indicators of dishonesty. However, it's important to consider other contextual factors when assessing deception.

Q4 v) Importance of small talk in business.

Ans) Small talk, often dismissed as casual conversation, plays a crucial role in the business world. Here are two key aspects of its importance:

a)     Building Relationships: Small talk helps build rapport and relationships with colleagues, clients, and partners. It serves as an icebreaker, creating a more relaxed and friendly atmosphere before getting into serious business discussions. Building relationships through small talk can lead to better cooperation, trust, and long-term partnerships.

b)     Gaining Insights: Small talk can provide valuable insights and information. It allows you to understand your counterparts on a personal level, including their interests, preferences, and concerns. This knowledge can be leveraged in business negotiations, decision-making, and tailoring your approach to suit their needs.

In summary, small talk may seem insignificant, but it contributes significantly to relationship-building and gathering essential information in the business context. It helps create a more comfortable and productive environment for business interactions.

Q5a) Fill the gaps using each of the following items once only:

also, as well as, further, additional, besides

 Please send the shipment as arranged. We would (a) …………... be grateful for your help in extending our product range. Kindly send a/an (b)………… set of brochures on your latest series. If possible (c) ……………. the brochures, we shall require an (d) ……………… copy of the current price list, (e) ……………... details of the updated specification.

Ans) Please send the shipment as arranged. We would also be grateful for your help in extending our product range. Kindly send a/an additional set of brochures on your latest series. If possible, as well as the brochures, we shall require a further copy of the current price list, besides details of the updated specification.

a. also

b. additional

c. as well as

d. further

e. besides

Q5b) Write the opening lines of five letters complying with the following requests. One is done for you as an example.

 Example: Please send us information about your cleaning services.

 Thank you for your mail enquiring about our cleaning services.

i. I should be grateful to receive your current catalogue.

ii. Could you please send me your price list and prospectus?

iii. If you could send the parcel soon, I would be most grateful.

iv. It would be most helpful if you could send the brochure.

v. We would be interested in receiving the details of your courses.

Ans)i. I should be grateful to receive your current catalogue.

ii. Could you please send me your price list and prospectus?

iii. If you could send the parcel soon, I would be most grateful.

iv. It would be most helpful if you could send the brochure.

v. We would be interested in receiving the details of your courses.

Q6a) Rewrite the sentences with the form of adjectives given in brackets without changing their meaning. One is done for you:

i. No residential building is as tall as the new Global tower in Mumbai. (change to superlative.)

ii. Rekha is not as tall as Deepika. (change to comparative)

iii. He is the most handsome man in the room. (change to positive)

iv. This stream is not as clear as the one we left behind. (change to comparative)

v. No college president has been as charismatic as Nandita Som. (change to superlative)

vi. Of all the men he is the strongest. (change to positive)

Ans) i. The new Global tower in Mumbai is the tallest residential building.

ii. Deepika is taller than Rekha.

iii. He is the handsomest man in the room.

iv. The stream we left behind is clearer than this one.

v. Nandita Som is the most charismatic college president.

vi. Of all the men, he is the strongest.

Q6b) Say the following sentences politely. You may use appropriate modals:

i. I need to use your cell phone.

ii. Lend me your pen.

iii. I want to leave early today.

iv. I want some more coffee.

v. I am going to turn off the TV.

Ans) i. Could I please borrow your cell phone?

ii. Would you mind lending me your pen?

iii. I was wondering if it would be possible for me to leave early today.

iv. May I have some more coffee, please?

v. I intend to turn off the TV.

Q7) Write a dialogue on any one of the following.

Q7 i) You’re waiting on a platform at the station for your train. An old lady who is also waiting says, ‘It’s a nice day, isn’t it? How would you continue the conversation?

Ans) Old Lady: It's a nice day, isn't it?

You: Yes, it certainly is. Perfect weather for traveling, I must say.

Old Lady: Oh, I agree! I'm heading to visit my grandkids. How about you? Where are you off to?

You: I'm actually going to visit some friends in the next town over. It's always nice to catch up with them.

Old Lady: Friends are a blessing, aren't they? How long have you known them?

You: We've been friends since college, so it's been quite a few years now. What about your grandkids? How old are they?

Old Lady: They're growing up so fast! The eldest just turned 10, and the youngest is 5. They're a handful, but I wouldn't have it any other way.

You: That's a lovely age. I'm sure they bring a lot of joy to your life.

Old Lady: They certainly do. Well, it was nice chatting with you. I hope you have a safe and pleasant journey.

You: Thank you, and the same to you. Take care and enjoy your time with your grandkids!

Q7 ii) Your company has some money to spend on improving its employees’ English. What are the best ways of spending the money? Discuss with your boss.

Ans) Employee: Good morning, Mr. Smith. I wanted to discuss something with you regarding the budget allocation for improving our employees' English skills.

Boss: Good morning. Of course, I'm all ears. What do you have in mind?

Employee: Well, as you know, effective communication is crucial in our business, especially when dealing with international clients. I think we should invest in English language training programs for our employees.

Boss: That sounds reasonable. Do you have specific ideas in mind?

Employee: Yes, I've researched a few options. First, we could organize English language workshops or courses conducted by experienced trainers. This would provide hands-on learning and interaction.

Boss: That's a good idea. How about online courses? They might be more flexible for our employees.

Employee: Absolutely, online courses can be an excellent addition, especially for those who prefer self-paced learning. We can subscribe to reputable language learning platforms or hire tutors who specialize in online teaching.

Boss: What about practice and immersion?

Employee: Great point. We could encourage employees to participate in language exchange programs or conversation clubs where they can practice speaking English. Additionally, offering opportunities for employees to work on international projects or attend conferences where English is the primary language would be beneficial.

Boss: I like the idea of immersion. It's a practical approach to improving fluency. What about assessments?

Employee: We should periodically assess employees' language proficiency to track their progress. These assessments could help us identify areas that need improvement and tailor the training accordingly.

Boss: Agreed. It's essential to measure the effectiveness of our investment. How about incentives?

Employee: Incentives could motivate employees to actively participate in language programs. We could consider bonuses, promotions, or certificates of achievement for those who make significant improvements.

Boss: That's a good strategy to encourage participation. Let's set aside a budget for these incentives.

Employee: Overall, a combination of workshops, online courses, immersion opportunities, assessments, and incentives should help us achieve significant improvements in our employees' English skills.

Boss: Thank you for your well-thought-out suggestions. Let's allocate the budget accordingly and get started on enhancing our employees' English proficiency. It will undoubtedly benefit our business in the long run.

Employee: Thank you, Mr. Smith. I believe this investment will strengthen our team's ability to communicate effectively and represent our company internationally.

Q8a) Complete these words or expressions, using the words below. 5

 Down, in, out, over, up, up

 Example: Buyout purchase of a company by the management

i. ………………. Put contribution.

ii. ………………. Load to transfer files from one computer to another.

iii. ………………. Dated modernized, brought up to date.

iv. ……………… heads day to day costs of running a business.

v. Wind ………………. To liquidate or close a company, or division.

Ans) i. Kick up contribution.

ii. Upload to transfer files from one computer to another.

iii. Updated modernized, brought up to date.

iv. Running heads day-to-day costs of running a business.

v. Wind down to liquidate or close a company, or division.

Q8b) complete the following sentences.

i. If you do not sleep early, …………….

ii. If you meet the principal, …………….

iii. If it rains, ………………

iv. If you leave now, ……………….

v. If you do not exercise, ………….

Ans) i. If you do not sleep early, you'll feel tired tomorrow.

ii. If you meet the principal, please convey my regards.

iii. If it rains, we'll need to postpone the picnic.

iv. If you leave now, you'll beat the rush hour traffic.

v. If you do not exercise, your fitness may deteriorate over time.