KSLU Solved Question Papers
Business Communications
Previous Year Question Paper with Solution
B.B.A. LL.B. (Five Years) · Sem 3
2012 Dec Examination
munotes.in
Mumbai
B.B.A. LL.B. (Five Years) Sem 3 Business Communications 2012 Dec Question Paper with Solutions
First published on munotes.in on 21 October 2026.
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The question paper reproduced here is the paper as set by Karnataka State Law University at the 2012 Dec examination.
Contents
The questions below are the paper as Karnataka State Law University set it at the 2012 Dec examination, in the order it was set.
MarksPage
MarksPage
The Paper as Set
The questions in this volume are the questions asked at the 2012 Dec examination, reproduced as Karnataka State Law University set them, in the order it set them. Long reading passages are shortened to their first and last lines and our summary; the original paper prints them in full. Only the answers are ours. See the original question paper.
Duration 2½ hours · Total marks 70 · 20 questions answered
Instructions printed on the paper
- N.B. (1) Answer all questions compulsorily. (2) One essay type and one short note question or problem from each Unit have to be attempted, which is referred as Part (a) and Part (b) in all Units. (3) Figures to the right indicate marks. (4) Answers should be written either in English or Kannada compulsorily.
How to use this volume
Solve the paper first, under exam conditions and against the clock. Then read the answers here and mark your own. Reading a solution before attempting the question feels productive and teaches very little, because recognising an answer is not the same as being able to write one.
Q1
Unit I
(a)Define communication. What is the importance of communicators in business ?[9]
Answer
For full marks, cover: a definition of communication (Newman and Summer's, as textbooks quote it) and its elements; who the communicators in a business are (managers, supervisors, sales and service staff, office staff who handle letters and calls, public relations staff, trainers, employee representatives); why they are important, point by point, each with the result of good and of poor communicators: they turn plans into action, keep work co-ordinated, win and keep customers, represent the firm, build morale, prevent and settle disputes, carry information upward, and protect the firm in a crisis; the qualities that make them effective; and a conclusion.
Definition of communication
Communication is the exchange of information and understanding between people. Textbooks quote Newman and Summer's definition: "Communication is an exchange of facts, ideas, opinions or emotions by two or more persons". It needs a sender, a message, a channel, a receiver and feedback. The persons who send and receive messages are the communicators.
Who the communicators in a business are
Everyone in a business communicates, but some carry special responsibility because their work is largely communication:
- Managers and supervisors, who give instructions and receive reports.
- Sales and customer-service staff, who deal with customers every day.
- Office staff who handle letters, e-mail, telephone calls and visitors.
- Public relations staff and spokespersons, who speak for the firm to the media and the public.
- Trainers, who pass on skills and knowledge.
- Employee representatives, who carry workers' views to management.
Why communicators are important in business
1. They turn plans into action. A plan made at the top achieves nothing until someone explains it to those who must carry it out. A clear supervisor gets the work done right the first time; a confused one causes waste and rework.
2. They keep work co-ordinated. Communicators link departments. When the sales coordinator tells production promptly what customers have ordered, goods are ready on time. When he does not, orders are missed.
3. They win and keep customers. For most customers, the firm is the person who answers the phone or serves at the counter. A courteous, helpful communicator wins loyalty. A rude or careless one drives customers to competitors.
4. They represent the firm. Letters, calls and statements by the firm's communicators shape its image. One badly worded letter or press statement can damage a reputation built over years.
5. They build morale. Managers who explain decisions, listen and give credit build willing, loyal staff. Those who only issue orders get grudging compliance.
6. They prevent and settle disputes. Many conflicts begin in misunderstanding. A communicator who listens and explains early stops small grievances from becoming strikes or lawsuits.
7. They carry information upward. Good communicators report problems, ideas and customers' complaints to management in time. Where they are afraid or careless, management decides in the dark.
8. They protect the firm in a crisis. In an accident, a product failure or a public complaint, a calm and honest spokesperson limits the damage. A careless one makes it worse.
Qualities that make them effective
- Clear thinking and command of language, spoken and written.
- Good listening and empathy for the other person.
- Courtesy and tact, especially with complaints and bad news.
- Honesty and consistency, which build trust.
- Knowledge of the subject and of the firm's policies.
- Judgement in choosing the right channel and moment.
An example
Two branches of a bank introduce the same new procedure for opening accounts. In the first, the branch manager explains it to staff, answers their questions and shows them how to explain it to customers. In the second, a circular is simply pinned up. A month later, the first branch has few complaints and has opened more accounts; the second has long queues and angry customers. The difference lies entirely in the communicators.
Conclusion. Communication is the exchange of facts, ideas, opinions or emotions between persons, and communicators are those who carry it on. In business they include managers, supervisors, sales and service staff, office staff, public relations staff, trainers and employee representatives. They are important because they turn plans into action and keep work co-ordinated. They win customers, represent the firm, build morale and settle disputes. They also carry information upward and protect the firm in a crisis. A business is only as effective as its communicators.
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