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GNDU Question Paper-2021
Bachelor of Business Administration
B.B.A 1
st
Semester
Business Communication
Time Allowed: Three Hours Max. Marks:50
Note: Attempt Five questions in all, selecting at least One question from each section. The
Fifth question may be attempted from any section. All questions carry equal marks.
SECTION-A
1. Outline the communication process while highlighting the various forms of
communication.
2. Discuss the barriers to communication. Explain the way of overcoming the barriers in a
successful manner.
SECTION-B
3. What are main elements of a presentation? What steps should a presenter undertake
to prepare for the presentation ?
4. What does good business behaviour include ? Does culture influence business
etiquette? Give example.
SECTION-C
5. Define the following:
(a) Business Etiquette.
(b) Cross-Cultural Etiquette.
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6. Write a letter to a firm expressing your inability to supply the instant geyser
manufactured by you.
SECTION-D
7. List down any five key principles of business letter writing. Explain the different parts of
a business letter.
8. Write a business letter to the debenture holders regarding payment of
dividend on Diwali.
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GNDU Answer Paper-2021
Bachelor of Business Administration
B.B.A 1
st
Semester
Business Communication
Time Allowed: Three Hours Max. Marks:50
Note: Attempt Five questions in all, selecting at least One question from each section. The
Fifth question may be attempted from any section. All questions carry equal marks.
SECTION-A
1. Outline the communication process while highlighting the various forms of
communication.
Ans: A Fresh Start to the Topic
Imagine you’re sitting in a park, and you see a little child running toward an ice cream cart,
pointing excitedly at a chocolate cone. The vendor smiles, understands without a single
word being spoken, and hands over the ice cream. No big speeches, no formal letters—yet
the message was perfectly sent and received.
That’s the beauty of communication—it’s not just about words; it’s about connecting minds.
Whether we speak, write, gesture, or even stay silent, we are constantly communicating.
But behind this seemingly simple act is a whole process—a kind of invisible system—that
makes communication work smoothly.
Let’s go step-by-step and see how this process works, and then explore the different forms
it can take.
The Communication Process – Step by Step
Communication is like a journey for a message—it starts somewhere, travels through a
medium, and reaches a destination. Here’s the story of how it happens:
1. The Sender (The Starting Point)
The process begins with the sender, also called the communicator or encoder. This is the
person (or group) who has a thought, idea, feeling, or piece of information to share.
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• Example: In our park scene, the little child was the sender. In a classroom, your
teacher explaining a topic is the sender.
The sender has to first be clear about the message—otherwise, confusion begins here itself.
2. The Message (What’s Being Shared)
The message is the core content—what you want to express. It could be a fact, a request, a
story, or even an emotion.
A message can be expressed in words (oral or written), gestures, images, or even through
silence.
• Example: “Please pass the salt” is a direct verbal message. A smile is a non-verbal
message saying, “I’m happy to see you.”
3. Encoding (Turning Ideas into Symbols)
Before sending the message, the sender has to encode it—basically, translate thoughts into
a form the receiver will understand. This could be language, signs, pictures, or sounds.
• Tip: If encoding is wrong, the whole process fails. Imagine explaining cricket rules to
someone who only understands baseball terms—they might misunderstand half of
it.
4. The Channel (The Pathway)
The channel is the medium through which the message travels. This can be:
• Face-to-face conversation (sound waves through air)
• Written letters (paper)
• Emails, texts, social media (digital platforms)
• Television or radio (electronic transmission)
Choosing the right channel is important. If something is urgent, you might call instead of
sending a letter.
5. The Receiver (The Destination)
The receiver is the person (or people) who gets the message. Their role is just as important
as the sender’s because if they don’t understand it properly, the purpose of communication
fails.
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• Example: A friend reading your WhatsApp text is the receiver.
6. Decoding (Understanding the Message)
The receiver decodes the message—interprets what the sender meant. This is where
background knowledge, culture, and language skills matter.
If the sender says, “Break a leg” before a performance, the receiver must know it’s an idiom
for “good luck,” not a literal threat!
7. Feedback (The Return Journey)
Feedback is the receiver’s response to the sender. It could be verbal (“Got it!”) or non-verbal
(nodding, smiling). Feedback ensures the sender knows the message was understood—or
needs clarification.
8. Noise (The Unwanted Interference)
Noise is anything that distorts the message. It could be:
• Physical noise: Traffic sounds, poor phone signal
• Psychological noise: Prejudice, stress, boredom
• Semantic noise: Using jargon the receiver doesn’t understand
Even if everything else works perfectly, noise can cause miscommunication.
Quick Recap of the Process:
Sender → Message → Encoding → Channel → Receiver → Decoding → Feedback (+ Noise at
any stage)
Story Example – Communication in Action
A few years ago, a friend of mine went abroad and called me from the airport. He was
rushing, speaking quickly, and there was loud announcement noise in the background.
• Sender: My friend
• Message: “Please bring my passport copy tomorrow”
• Encoding: Spoken words in English
• Channel: Phone call
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• Noise: Airport announcements
• Receiver: Me
• Decoding Problem: I thought he said, “Please bring my laptop tomorrow”
Result? I reached with his laptop, and he missed his travel work because the passport copy
wasn’t there. That’s how noise can break the chain.
Forms of Communication
Now that we know the process, let’s look at the different forms communication can take.
Broadly, they fall into three main categories:
1. Verbal Communication
This is communication using words, whether spoken or written.
a) Oral Communication:
• Face-to-face talks, phone calls, video chats
• Speeches, group discussions, interviews
• Advantages: Quick, personal, allows instant feedback
• Limitations: Can be forgotten if not recorded
b) Written Communication:
• Letters, emails, reports, memos, notices
• Advantages: Permanent record, can be carefully crafted
• Limitations: Slower, no immediate feedback
2. Non-Verbal Communication
This is communication without words—using body language, facial expressions, gestures,
posture, eye contact, or tone of voice.
Examples:
• A thumbs-up for approval
• Frowning to show disapproval
• Maintaining eye contact to show confidence
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Non-verbal cues often support verbal messages, but they can also contradict them. If
someone says, “I’m fine” but looks sad, you know there’s more to the story.
3. Visual Communication
This uses symbols, charts, diagrams, maps, infographics, or videos to convey information.
Examples:
• Road signs
• Graphs in a business presentation
• Infographics on social media
Visuals are powerful because our brains process images faster than text.
Why Understanding the Process and Forms Matters
Knowing the communication process helps us:
• Choose the right form and channel for our message
• Avoid noise and misunderstandings
• Improve clarity and effectiveness
• Build stronger relationships in personal, academic, and professional life
In workplaces, communication is not just “talking”—it’s about conveying the right message
in the right way, at the right time.
Final Story – How Good Communication Saves the Day
Once, during a college event, our team had to prepare a stage setup. The leader simply said,
“Decorate the stage nicely.” Half the group thought “nicely” meant balloons and ribbons;
the other half thought it meant flowers and curtains. Chaos followed—until we sat down,
clearly discussed what “nicely” meant, and made a plan.
Here, clear encoding, proper channel choice (face-to-face meeting), and checking feedback
turned confusion into a perfect stage decoration.
Conclusion
The communication process is like a well-choreographed dance—both the sender and
receiver need to stay in sync, and every step (from encoding to feedback) matters. Its
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forms—verbal, non-verbal, and visual—give us the flexibility to share ideas in countless
ways.
When we understand how it works, we can avoid the “passport vs. laptop” mix-ups, reduce
noise, and make sure our messages truly connect. After all, communication is not just about
talking—it’s about understanding and being understood.
2. Discuss the barriers to communication. Explain the way of overcoming the barriers in a
successful manner.
Ans: Barriers to Communication and How to Overcome Them
A Fresh Beginning: The Day the Message Got Lost
Imagine this: A school principal wants to inform students that the next day’s assembly will
be held in the playground instead of the auditorium. She writes a note, hands it to a
teacher, who tells a prefect, who whispers it to some students. By the time the news
reaches the last batch of students, it has somehow turned into “The assembly is cancelled.”
When the next morning comes, half the students are in the playground, the other half in the
auditorium, and some don’t show up at all. The principal is baffled — her simple message
somehow failed to reach everyone correctly.
This small mix-up shows us one thing: even the simplest message can get twisted or lost
because of barriers to communication. In real life, these barriers can be bigger, more
complex, and can lead to misunderstandings, delays, or even conflicts.
1. Understanding Communication and Its Barriers
Communication is simply the process of sending and receiving messages — whether through
words, gestures, tone, or writing. But between the sender and the receiver, a lot can go
wrong.
Barriers to communication are like invisible walls that block or distort the message. They can
appear due to differences in language, emotions, physical environment, or even personal
attitudes.
If we want our communication to be successful, we first need to know what these barriers
are.
2. Major Barriers to Communication
(a) Physical Barriers
These are related to the environment or distance between the sender and receiver. For
example:
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• Loud background noise in a factory making it hard to hear instructions.
• Poor telephone connection.
• Physical distance between offices in different cities.
Effect: The message may be incomplete or unheard, causing mistakes or delays.
(b) Language Barriers
Language is the main tool of communication, but it can also be the biggest hurdle:
• Using jargon, slang, or technical terms the other person doesn’t understand.
• Differences in native languages or accents.
Example: An engineer explaining a technical fault in highly scientific terms to a
customer who only wants to know “when will it be fixed?”
(c) Psychological Barriers
These come from the state of mind of the sender or receiver:
• Stress, anger, or low self-esteem affecting how a message is given or received.
• Prejudices or stereotypes that make us ignore what someone says.
If the listener dislikes the speaker personally, they may reject the message without
really listening.
(d) Cultural Barriers
People from different cultural backgrounds may interpret the same thing differently:
• A gesture considered polite in one country might be rude in another.
• Formality levels differ — some cultures expect a lot of polite expressions, others
prefer direct speech.
(e) Organizational Barriers
These are common in workplaces:
• Too many levels of hierarchy between the sender and receiver (like our school story).
• Poorly defined roles or unclear reporting structures.
Important messages can get delayed or changed as they pass through multiple
people.
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(f) Perceptual Barriers
Here, the problem is not the actual message but how it is perceived:
• People interpret the same words differently depending on their past experiences.
• A boss saying “I’d like to see you in my office” may sound like praise to one
employee and like trouble to another.
(g) Emotional Barriers
Strong emotions can cloud judgment:
• Over-excitement might make someone miss important details.
• Fear or anxiety might make them avoid asking for clarification.
(h) Technological Barriers
In today’s digital age, tech can also create barriers:
• Poor internet connection during an online meeting.
• Using outdated software that’s incompatible with others’ systems.
3. Ways to Overcome Barriers Successfully
Just knowing about the barriers isn’t enough — we need practical steps to overcome them.
(a) For Physical Barriers
• Ensure a proper communication environment — quiet, well-lit, and comfortable.
• Use reliable communication tools (good microphones, stable internet, proper seating
arrangements).
• Reduce physical distance by using video calls or arranging periodic in-person
meetings.
(b) For Language Barriers
• Use simple and clear language instead of jargon.
• Check understanding by asking questions or requesting a brief recap.
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• If possible, learn basic phrases in the listener’s language or use translation tools.
(c) For Psychological Barriers
• Build trust and respect between sender and receiver.
• Avoid communication during moments of extreme anger or stress.
• Listen actively — pay attention, don’t interrupt, and acknowledge the other person’s
point.
(d) For Cultural Barriers
• Learn about other cultures and be open to differences.
• Avoid idioms or references that may not be understood universally.
• Respect different communication styles — some may prefer written, others verbal.
(e) For Organizational Barriers
• Keep communication channels short and direct — avoid unnecessary middle layers.
• Clearly define roles and responsibilities so that messages reach the right person.
• Use internal communication tools like group chats or notice boards for transparency.
(f) For Perceptual Barriers
• Clarify your message — explain the why along with the what.
• Encourage feedback so that misunderstandings are spotted early.
• Be aware of your tone and body language, as they influence perception.
(g) For Emotional Barriers
• Be patient and empathetic — understand the emotional state of the listener.
• If emotions are running high, postpone the discussion until things calm down.
• Use encouraging words to make the listener feel comfortable.
(h) For Technological Barriers
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• Provide training for using new tools or platforms.
• Always have a backup method of communication (phone, email) in case one fails.
• Keep software and systems updated.
4. A Second Story: The Factory Mix-Up
In a garment factory, the production manager sent an email saying, “Urgent: Stop using
dye batch #142 until further notice.” Unfortunately, due to a poor internet connection,
some workers never saw the email. They continued using the dye, which led to hundreds of
defective shirts. The company lost money, and deadlines were missed.
This real-life type of problem shows how technological and organizational barriers, if not
managed, can cause huge losses.
When the factory improved its system — by also sending important notices through
loudspeakers and pinned paper notices — such issues stopped happening.
5. Conclusion
Barriers to communication are everywhere — in schools, offices, homes, and even casual
conversations. But they are not unbeatable. The key is to be clear, patient, and mindful.
Think of communication like sending a fragile parcel: you don’t just toss it into the delivery
truck and hope it arrives safely. You pack it carefully, label it clearly, and track it until it’s in
the right hands. In the same way, when we plan our communication, adapt to the listener,
and check for understanding, we can overcome almost any barrier.
A successful communicator is not just someone who can speak well — it’s someone who
ensures the other person understands well.
When both sender and receiver work together with openness and respect, those invisible
walls disappear, and the message travels smoothly.
SECTION-B
3. What are main elements of a presentation? What steps should a presenter undertake
to prepare for the presentation ?
Ans: A New Beginning
Imagine this: You’re in your college auditorium. The chairs are creaking, the projector light is
flickering, and students are scattered everywhere — some chatting, some scrolling their
phones. Suddenly, your name is called. You walk up to the stage, heart pounding, palms
sweating. For a split second, you wonder, What if I forget everything? What if they don’t
listen?
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This is exactly where the magic of a well-prepared presentation comes in. A presentation is
not just about speaking in front of people — it’s about communicating ideas clearly,
engaging the audience, and leaving them with something valuable to remember.
But to do that, you need to know two things:
1. The main elements that make a presentation effective.
2. The steps to prepare so you can walk on that stage with confidence instead of fear.
Let’s dive into both — step by step.
Part 1: Main Elements of a Presentation
Think of a presentation like building a house. If the foundation is weak, the whole structure
collapses. Similarly, a good presentation has certain core elements that hold it together.
1. Purpose and Objective
Every presentation should answer the question: Why am I speaking?
• Are you trying to inform?
• Persuade?
• Inspire?
If your purpose is clear, your content and style will naturally align. For example, a
presentation to sell a product will sound very different from a presentation
explaining a scientific concept.
Exam tip: Always state the purpose early in your presentation so your audience knows what
to expect.
2. Audience Awareness
The best presenters shape their content according to the audience. Speaking to a group of
school students is not the same as addressing industry experts.
• Think about the audience’s age, knowledge level, and interests.
• Use examples, vocabulary, and tone that match their world.
It’s like telling a story — you adjust the way you tell it depending on who’s listening.
3. Content
This is the heart of your presentation.
• It should be accurate, relevant, and well-organized.
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• Avoid cramming too much information.
• Use facts, examples, and visuals to make your points stronger.
A simple way to structure content is the “Tell them” rule:
1. Tell them what you’re going to tell them.
2. Tell them.
3. Tell them what you told them.
4. Structure and Flow
A clear structure helps the audience follow along easily. Most presentations have three
parts:
• Introduction – Grab attention and introduce your topic.
• Body – Present main points with supporting details.
• Conclusion – Summarize and leave a final impression.
Think of it as a train journey: the intro is the station you start from, the body is the route
with all the scenery, and the conclusion is your final destination.
5. Visual Aids
Slides, charts, images, and videos can make your presentation more engaging. But
remember — they should support your speech, not replace it.
• Keep slides simple and readable.
• Avoid putting entire paragraphs on one slide.
A good visual is like spice in food — just enough makes it delicious, too much spoils the
taste.
6. Delivery
This is how you present your content — your voice, body language, eye contact, and
enthusiasm.
• Speak clearly and at a moderate pace.
• Use gestures naturally.
• Make eye contact to connect with the audience.
Even a great script can fall flat if the delivery is dull.
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7. Interaction
Good presenters don’t just talk — they involve the audience.
• Ask questions.
• Encourage opinions.
• React to their responses.
This turns the presentation into a conversation instead of a lecture.
8. Time Management
A brilliant presentation that runs overtime can lose its impact. Always rehearse to make sure
your timing matches the slot given.
Part 2: Steps to Prepare for a Presentation
Now that we know the elements, let’s talk about how to get ready for the big moment.
Think of these steps as a roadmap that takes you from “I have no idea where to start” to
“I’m ready to rock this stage.”
Step 1: Understand the Topic and Purpose
Before you prepare slides or notes, be 100% clear about your topic. If you don’t understand
it deeply, you won’t be able to explain it simply.
Step 2: Know Your Audience
Ask yourself:
• Who will be there?
• What do they already know?
• What will they expect to learn?
A presentation for your classmates might include humor and casual language, while a
seminar for professors needs more formal tone and detailed research.
Step 3: Research and Collect Material
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Look for facts, examples, and data to support your points. Use reliable sources — books,
journals, or trusted websites.
Step 4: Organize Your Content
Arrange your material in a logical sequence:
1. Opening – something interesting like a story, question, or surprising fact.
2. Main points – 3–5 strong points are enough.
3. Conclusion – summarize and give a takeaway message.
Step 5: Prepare Visual Aids
Design slides that are clean and easy to follow:
• Use bullet points, not long paragraphs.
• Choose fonts and colors that are readable.
• Add images or diagrams where they help explain better.
Step 6: Practice, Practice, Practice
Rehearse aloud — preferably in front of a friend or even a mirror. This helps you:
• Get comfortable with the flow.
• Notice awkward sentences.
• Check your timing.
Step 7: Prepare for Questions
After your presentation, the audience may have questions. Think about possible queries in
advance and prepare your answers.
Step 8: Final Check
Before the presentation day:
• Test the equipment (projector, laptop, mic).
• Keep a backup copy of your slides.
• Carry notes if needed — but don’t read from them word for word.
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A Short Story to Remember This
Once, there was a student named Anika who had to give a presentation on climate change.
She thought she could just read from slides. On the day, she spoke in a flat tone, looked only
at her laptop, and rushed through. The audience quickly lost interest.
The next semester, she tried again — but this time she followed all the steps:
• She understood her topic well.
• She used only key points on her slides.
• She practiced multiple times.
• She made eye contact and asked the audience questions.
The result? Not only did she get top marks, but people came up afterward to say they
actually enjoyed learning from her.
The moral is simple — good preparation turns fear into confidence.
4. What does good business behaviour include ? Does culture influence business
etiquette? Give example.
Ans: Good Business Behaviour & the Role of Culture in Business Etiquette
Imagine walking into a fancy office for your first day at an international company.
You’re dressed smartly, confident smile on your face, and you’re ready to impress. The
manager comes over to greet you. You stretch out your hand for a handshake — but they
just bow politely instead.
You awkwardly pull your hand back, wondering, “Did I do something wrong?”
No, you didn’t. You just experienced the impact of culture on business etiquette.
This little moment shows us two big things:
1. Good business behaviour is about knowing how to act professionally and
respectfully.
2. Culture shapes what “professional” and “respectful” mean in different places.
Part 1 – What Does Good Business Behaviour Include?
Think of good business behaviour like the invisible rulebook for how to act at work so
everyone feels respected, understood, and valued. It’s not about being fake — it’s about
being mindful of others and keeping things professional.
Here are the main things it includes:
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1. Politeness and Respect
• Using kind words like please, thank you, and excuse me.
• Respecting other people’s time — arriving on time for meetings.
• Listening without interrupting.
A polite tone builds trust faster than any PowerPoint presentation.
2. Honesty and Integrity
• Always telling the truth, even if it’s uncomfortable.
• Not making false promises just to please a client.
• Giving credit where it’s due.
A company’s reputation is built on the honesty of its people.
3. Professional Communication
• Writing clear, concise emails.
• Avoiding slang or overly casual language in official settings (unless it’s the norm in
that company).
• Being aware of your body language — eye contact, posture, and facial expressions
matter.
4. Accountability
• Owning up to your mistakes instead of blaming others.
• Delivering work on time and meeting commitments.
• Following through on what you say.
When people can count on you, your value skyrockets.
5. Teamwork
• Supporting colleagues rather than competing in unhealthy ways.
• Sharing information that helps the group succeed.
• Celebrating other people’s wins, not just your own.
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6. Confidentiality
• Keeping company information safe.
• Not discussing sensitive matters in public or with outsiders.
7. Adaptability
• Being willing to adjust when situations change.
• Accepting feedback with an open mind.
Good business behaviour is not just knowing the rules — it’s also reading the room and
adjusting your approach.
A Short Story to Illustrate This
There’s a story of Ramesh, a young marketing executive in Delhi. On his first day at a
multinational company, he worked hard and impressed his boss with his skills. But in the
first week, he interrupted his seniors during meetings, sent emails without proper greetings,
and often arrived five minutes late thinking it was “no big deal.”
Soon, his boss called him in and said,
“Ramesh, your work is excellent, but your behaviour needs polishing. Skills get you hired.
Good behaviour keeps you here.”
Ramesh realised that good business behaviour was just as important as talent — and he
changed his habits. Within a year, he was promoted.
Part 2 – Does Culture Influence Business Etiquette?
Yes — very much. Culture acts like a filter that shapes how people interpret behaviour.
What’s polite in one country might be strange or even rude in another.
How Culture Shapes Etiquette
1. Greetings
• In the USA, a firm handshake is a sign of confidence.
• In Japan, bowing is the respectful greeting.
• In some Middle Eastern cultures, a light handshake with the right hand is common,
and physical contact between opposite genders may be avoided.
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2. Communication Style
• In Germany, direct and straightforward talk is valued — they see it as efficient.
• In India, indirect communication is sometimes preferred to avoid hurting someone’s
feelings.
• In some East Asian cultures, silence can be a respectful way to think before
answering.
3. Formality
• In Britain, people may use last names and titles until invited to do otherwise.
• In startups in Silicon Valley, people often call the CEO by their first name on day one.
4. Business Meetings
• In Japan, punctuality is a sign of respect — being even one minute late is frowned
upon.
• In some Latin American countries, meetings might start a bit later, and relationships
are built before diving into business.
5. Gift-Giving
• In China, giving a gift is common but it should be offered with both hands and may
be refused once or twice before being accepted.
• In the US, business gifts are often small and practical.
A Second Story – The Cross-Cultural Meeting
An Indian IT company was negotiating with a Japanese client. The Indian team started the
meeting with enthusiastic handshakes, casual jokes, and quick talks about numbers.
The Japanese side, however, expected a formal introduction, an exchange of business cards
with both hands, and more time for building rapport before discussing deals.
The first meeting felt awkward because each side thought the other was being “rude” — but
really, they were just following their own cultural etiquette. Once they learned about each
other’s customs, the second meeting went smoothly, and the deal was signed.
Why Understanding Cultural Influence Matters
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• It prevents misunderstandings.
• It shows respect for the other person’s background.
• It builds stronger relationships and trust in business.
• It makes global collaborations more successful.
Blending Good Behaviour with Cultural Awareness
Here’s the simple formula:
Good Business Behaviour + Cultural Awareness = Professional Success
It’s not enough to know your way of doing things — you must also respect their way of
doing things.
If you’re working internationally, do a little research:
• How do people greet each other?
• What’s considered polite or impolite?
• How formal are they in dress and speech?
Quick Review Table
Good Business Behaviour
Cultural Influence Example
Be polite and respectful
In Japan, bow when greeting
Be honest and keep promises
In Germany, directness is valued
Communicate professionally
In India, soften criticism to avoid offence
Be punctual
In Switzerland, being late is seen as disrespect
Maintain confidentiality
Universal, but taken very seriously in the US
Adapt to situations
In Middle East, adjust meeting times for prayer
Final Thoughts
Good business behaviour is like the foundation of a strong building — without it, the whole
structure collapses.
Culture is like the paint and design — it changes the appearance, but the foundation must
still be solid.
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When you mix both, you not only work better but also connect better. And in today’s world,
where businesses are crossing borders every day, knowing how to behave well and
understanding cultural differences isn’t just nice — it’s necessary.
If you remember nothing else, remember Ramesh’s lesson:
• “Skills might open the door, but good behaviour — shaped by cultural understanding
— keeps you in the room.”
SECTION-C
5. Define the following:
(a) Business Etiquette.
(b) Cross-Cultural Etiquette.
Ans: A Different Start
Imagine you’ve been invited to a big company’s office for an interview. You’ve prepared
your resume, dressed neatly, and even reached on time. But when you meet the manager,
you chew gum while talking, keep checking your phone, and call him by his first name
without permission. The manager may smile politely, but deep inside, he’s already made a
decision — you’re not getting the job.
Now here’s the twist: you might be highly talented, but without the right manners, your
skills can get overshadowed. This is exactly why etiquette matters — it’s the silent factor
that decides how people judge you, especially in professional and cross-cultural settings.
(a) Business Etiquette
Simple Definition
Business etiquette means the set of accepted manners, behavior, and conduct that
professionals are expected to follow in the workplace or in any formal business interaction.
It’s about showing respect, professionalism, and consideration for others so that work
relationships run smoothly.
Why It Matters
Think of business etiquette like oil in a machine. Even if the machine has the best parts,
without oil it will make noise and eventually break down. In the same way, a workplace
might have skilled people, but without etiquette, there will be misunderstandings, conflicts,
and lack of trust.
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Key Features of Business Etiquette
1. Politeness in Communication – Saying “please,” “thank you,” and using respectful
language.
2. Punctuality – Valuing time by being on time for meetings and deadlines.
3. Professional Appearance – Dressing neatly and appropriately for the workplace.
4. Active Listening – Paying attention to others without interrupting.
5. Respecting Hierarchy – Understanding the chain of command in an organization.
6. Email & Phone Manners – Writing clear, respectful messages and answering calls
professionally.
7. Confidentiality – Not sharing sensitive company information.
Story to Remember Business Etiquette
Ramesh was a fresh graduate who got a chance to attend a meeting with the CEO of his
dream company. While others came prepared with notepads, Ramesh arrived late, didn’t
greet anyone properly, and kept speaking over others. He thought sharing more ideas would
impress the CEO, but the CEO was more impressed with another candidate who spoke less
but listened more and respected the meeting process.
Moral? In business, how you act often matters as much as what you say.
Examples in Real Life
• In an office: Not eating strong-smelling food at your desk to avoid disturbing others.
• In a meeting: Turning your phone to silent so it doesn’t interrupt discussions.
• In networking events: Shaking hands firmly and making eye contact.
Exam Tip:
When defining business etiquette, always link it to respect, professionalism, and smooth
communication, because these are keywords examiners expect.
(b) Cross-Cultural Etiquette
Simple Definition
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Cross-cultural etiquette means understanding and respecting the manners, customs, and
social rules of people from different cultures while interacting with them.
It’s about realizing that what’s normal in your country might be strange, rude, or even
offensive in another culture.
Why It Matters
The world is now like one big marketplace — companies work with clients, employees, and
partners from all over the globe. A small cultural mistake can hurt a business relationship.
Knowing cross-cultural etiquette helps avoid misunderstandings and builds trust.
Key Aspects of Cross-Cultural Etiquette
1. Greetings – Some cultures shake hands, others bow, and some avoid physical
contact.
2. Communication Style – In some places, direct speech is valued; in others, indirect
speech shows respect.
3. Body Language – Hand gestures can have different meanings in different cultures.
4. Dress Code – Modesty in dress is important in certain countries.
5. Food Customs – Rules about eating, drinking, or even table manners can vary.
6. Gift-Giving Traditions – Some cultures see gifts as respect; others see them as
bribery.
Story to Understand Cross-Cultural Etiquette
Priya worked for a multinational company and was sent to Japan for a business meeting. She
was friendly and greeted her Japanese colleagues with a big hug, like she usually did in India.
She noticed everyone looked a little uncomfortable. Later, she learned that in Japan, a bow
is the preferred greeting, and hugs are too personal for formal settings.
The next day, she bowed instead, and her Japanese colleagues smiled warmly.
Lesson learned: When in another culture, adapt to their way, not yours.
Examples in Real Life
• In the Middle East: Avoid showing the soles of your shoes, as it can be seen as
disrespectful.
• In China: Present and receive business cards with both hands as a sign of respect.
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• In the USA: Maintaining eye contact shows confidence; in some Asian countries, too
much eye contact may feel rude.
Exam Tip:
When writing about cross-cultural etiquette, it’s good to use examples from at least two
different cultures so that it shows you understand the global aspect.
Difference Between Business Etiquette & Cross-Cultural Etiquette
Business Etiquette
Cross-Cultural Etiquette
Rules of behavior in a professional or
workplace setting.
Rules of behavior when interacting with people
from different cultural backgrounds.
Focuses on professionalism, respect,
and workplace manners.
Focuses on respecting cultural customs,
traditions, and norms.
Example: Arriving on time for a
meeting.
Example: Bowing in Japan instead of shaking
hands.
Mostly universal within professional
settings.
Varies widely depending on country and culture.
How They Work Together
In today’s world, the two often overlap. A manager in India might need both business
etiquette (to run a professional meeting) and cross-cultural etiquette (to respect the
customs of an international client).
Final Recap for Memory
• Business Etiquette = Professional manners inside the workplace.
• Cross-Cultural Etiquette = Manners that change depending on different cultural
backgrounds.
• Both are about respect, understanding, and building good relationships.
6. Write a letter to a firm expressing your inability to supply the instant geyser
manufactured by you.
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Ans: Your Name / Company Name
Address
Date
To
The Manager
[Name of the Firm]
[Address of the Firm]
Subject: Delay in Supply of Instant Geysers
Dear Sir/Madam,
I hope you are doing well. I am writing in connection with your order dated 25th July for
instant geysers manufactured by our company. We truly value your trust in our products
and always strive to fulfil orders on time. However, due to certain unavoidable
circumstances, I regret to inform you that we are unable to supply the required units on the
agreed delivery date.
Last week, a major component of our production line developed a technical fault, bringing
the manufacturing process to a temporary halt. The spare part required for repairs is
sourced from another city, and its delivery has been delayed because of transport
disruptions. Without this part, we cannot complete the assembly and quality testing of the
geysers.
We understand that this delay may cause you inconvenience, and we sincerely apologise for
it. Please be assured that as soon as the spare part arrives — expected within the next five
days — we will resume production and prioritise your order. We anticipate dispatching the
geysers to you by the 20th of August.
We greatly appreciate your patience and understanding in this matter and assure you of our
continued commitment to quality and timely service in the future.
Yours faithfully,
[Signature]
[Your Name]
[Designation]
[Company Name]
SECTION-D
7. List down any five key principles of business letter writing. Explain the different parts of
a business letter.
Ans: A Fresh Start: The Letter That Saved the Day
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Imagine a small company named Sunrise Traders. They had been trying to win a big deal
from a multinational firm. Their earlier attempts at contacting the firm failed — no replies,
no calls back.
One day, the company’s manager, Mr. Arjun, decided to write a perfect business letter to
the firm’s director. He spent time crafting it carefully, following the right principles.
When the letter reached the director, it made such a positive impression that the deal was
signed within a week.
The magic ingredient? Good business letter writing — clear, polite, and well-structured.
From that day, everyone in Sunrise Traders learned that a business letter isn’t “just a letter.”
It’s a professional handshake in writing.
Part 1 – Five Key Principles of Business Letter Writing
A business letter isn’t just about putting words on paper; it’s about communicating
effectively in a professional tone. Here are five essential principles that can make any
business letter effective:
1. Clarity
• Your message should be clear and easy to understand in one reading.
• Avoid using overly complex words or long, confusing sentences.
• Example: Instead of saying “We would be most gratified if you could furnish us with
the particulars at your earliest convenience”, simply say “Please send us the details as
soon as possible.”
2. Conciseness
• In business, time is valuable. Avoid unnecessary details and stick to the point.
• Keep sentences short and paragraphs focused on one idea.
• A concise letter is easier to read and more likely to get a response.
3. Courtesy
• A polite and respectful tone is essential, even if you’re writing to complain or
disagree.
• Words like please, thank you, and we appreciate help maintain goodwill.
• Example: “We appreciate your cooperation in resolving this matter” sounds better
than “You must settle this immediately.”
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4. Correctness
• This means both factual accuracy and correct grammar/spelling.
• Double-check names, dates, amounts, and figures. One small error can make the
letter look unprofessional.
• Example: Spelling the recipient’s name wrong can create a bad first impression.
5. Completeness
• The reader should not have to guess or contact you again for missing information.
• Include all necessary details: who, what, when, where, and why.
• Example: If you’re inviting someone to a meeting, mention the date, time, venue,
and agenda.
Quick Recap Tip: Remember these as the Five C’s – Clear, Concise, Courteous, Correct,
Complete.
This acts like a checklist before sending any business letter.
Part 2 – Different Parts of a Business Letter
A business letter has a standard structure. Think of it like a formal “recipe” — if you skip a
step, the result might not turn out right. Here’s the breakdown:
1. Sender’s Address
• This appears at the top right (or left, depending on format).
• It tells the recipient where the letter is coming from.
• Example:
Sunrise Traders
45 MG Road
Mumbai – 400001
India
2. Date
• Placed just below the sender’s address.
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• Use a clear, formal format (e.g., 12 August 2025).
• The date is important for record-keeping and reference.
3. Inside Address (Receiver’s Address)
• This is the address of the person or company you are writing to.
• Include their full name, designation, company name, and address.
• Example:
Mr. Rohan Mehta
Purchasing Manager
Global Textiles Ltd.
Sector 21, Gurugram – 122016
India
4. Salutation
• A polite greeting that sets the tone.
• Examples:
o Dear Sir/Madam (when you don’t know the name)
o Dear Mr. Mehta (when you know the name)
5. Subject Line
• A short statement that tells the purpose of the letter.
• Placed just before the main body, often underlined.
• Example: Subject: Request for Quotation for Cotton Fabrics
6. Body of the Letter
This is the heart of your letter, usually divided into three parts:
a) Opening Paragraph – State your purpose right away.
Example: We are writing to inquire about the availability and pricing of your cotton fabrics.
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b) Main Paragraph(s) – Give details, facts, and any supporting information.
Example: We require 500 meters of plain white cotton, suitable for summer wear, to be
delivered before 15 September 2025.
c) Closing Paragraph – Indicate the next step politely.
Example: We look forward to receiving your quotation by 20 August 2025.
7. Complimentary Close
• A polite way to end the letter.
• Examples:
o Yours faithfully (if you don’t know the recipient’s name)
o Yours sincerely (if you know the name)
8. Signature
• Your handwritten signature (if on paper) or digital signature (if emailed).
• Below the signature, type your full name and designation.
9. Enclosures (if any)
• If you’re sending additional documents with the letter, mention them here.
• Example:
Encl: Product Catalogue, Price List
A Second Small Story to Remember It
Think of a business letter like a well-planned train journey.
• The sender’s address is like the station you’re starting from.
• The date is the day you board the train.
• The receiver’s address is the station you want to reach.
• The salutation is your polite greeting to the fellow passenger or ticket checker.
• The subject is like your travel destination written on the ticket.
• The body is the journey itself — starting point, middle track, and final arrival.
• The complimentary close is you saying goodbye politely at the end.
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• The signature is like your ticket stub — proof you were there.
• The enclosures are your luggage — extra items you carry along.
If any of these steps are skipped, the journey (or letter) feels incomplete.
Why This Matters in Exams and Real Life
In exams, writing your answer like this — with principles first, structure second, and
stories/examples woven in — makes your paper easy to read and score.
In real life, it ensures your business letters actually achieve their purpose — whether that’s
making a sale, building goodwill, or solving a problem.
8. Write a business letter to the debenture holders regarding payment of
dividend on Diwali.
Ans: Final Business Letter
Shining Star Industries Ltd.
21, Business Park,
Mumbai – 400021.
15 October 2025
To,
The Debenture Holder,
[Name]
[Address]
Subject: Payment of Interest on Debentures – Diwali 2025
Dear Sir/Madam,
We are pleased to inform you that the Board of Directors of Shining Star Industries Ltd., in
its meeting held on 10 October 2025, has approved the payment of interest on your
debentures for the financial year ending 30 September 2025.
In keeping with our tradition of celebrating Diwali with our valued investors, the interest
amount will be credited to your registered bank account on 28 October 2025. The payment
advice and necessary tax deduction details are enclosed for your reference.
We sincerely appreciate your continued trust and support in our company. May this festive
season of lights bring joy, prosperity, and success to you and your family.
For any queries or clarifications, please contact our Investor Relations Department at 1800-
555-6789 or email us at investors@shiningstar.com.
Wishing you a Happy Diwali and a Prosperous New Year!
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Yours faithfully,
(Signature)
Ravi Sharma
Company Secretary
Shining Star Industries Ltd.
“This paper has been carefully prepared for educational purposes. If you notice any mistakes or
have suggestions, feel free to share your feedback.”
