bcbs past papers

The Institute of Chartered Accountants of Pakistan Modular Foundation Examinations Autumn 2001 September 03, 2001 BUSINESS COMMUNICATION & BEHAVIOURAL STUDIES (MARKS 100) Paper C-9 (Module ‘C’, SM’2’, ‘3A’ & ‘6B’) (3 hours) Q.1 What is negotiation? Explain the “two aspects” identified by Fowler that you can

use in strengthening your case in a negotiation. (07) Q.2 Explain the following terms: (a) Critical listening.

(b) Empathetic listening. (05) Q.3 What hints would you give to your friend to make him “a good listener”. (08) Q.4 Evaluate the following opening paragraphs of claims letters, and tell how to improve the poor ones.

Which one or ones do you consider effective? Why? (a) In line with your policy on consumer satisfaction published in your recent catalogue, I am

requesting a cash refund of Rs.1200/- for a toaster I purchased two weeks ago for cash. The reason I have directed this request to your office is that your department manager said such a refund would not be possible. (Written to the adjustment department manager).

(b) In the past year I had ordered nearly Rs.5000/- in goods from your store, by mail. Two weeks ago I came there in person and bought a grey overcoat. As I was heavily loaded with packages, I asked the clerk to send the garment to me by store delivery. When the overcoat arrived, I was busy and so did not open the package until two days ago.

(c) Never in my life I have been treated so rudely as I was the other day in your store, by two jerks you call employees. I tell you, the way I was insulted gave me a good indication of what kind of people you’re hiring these days. I’m so mad I will never go back to your store again. (06)

Q.5 Mr & Mrs Douglas bought a couch that had been marked down from Rs. 5000/- to Rs. 2000/-.

Rather than pay delivery charges, they asked their son to haul it home for them in his truck. Upon delivery, two problems became apparent: a large stain on the back side and a spring on the bottom was not anchored. They called the store about the problem and learned that the couch could not be returned. Neither would the store fix it free. Thinking a letter to the manager might get results, they wrote. The purpose of the sale had been to move cut damaged merchandise or items from broken sets. Boldly displayed in the store were signs stating that the items were being sold on “as is” basis and could not be returned. Tags attached to each item have the same information. In refusing the request, you, as the manager, send the name and phone number of a small, independent operator who does good repair work. You may assume other necessary details. Letter should be complete in all respect. (10)

Q.6 Write a notice, agenda, and the minutes of a special meeting of the Board of Directors of Ideal

Manufacturing Co. Ltd. to discuss the problem of declining sales during the last six months. The minutes should contain the problem, its implication, and recommend a solution. (15)

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(02) Q.7 You have been appointed by the Managing Director of Karachi Electric Supply Corporation

(KESC) to carry out a survey of the power break down complaints in the SITE industrial area. Write a formal report using your imagination on the results of the survey addressed to Managing Director KESC highlighting the quantum and implications of power break downs. (14)

Q.8 Management functions are closely inter-linked and interwoven in character. Discuss the various

functions of management. (10) Q.9 Distinguish between job enrichment, job enlargement and job rotation? (08) Q.10 What is contingency approach to leadership? (07) Q.11 (a) What do you mean by MBO? Enlist the weaknesses in MBO. (05) (b) Define job stress. (05)

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THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Modular Foundation Examinations Spring 2002 March 4, 2002 BUSINESS COMMUNICATION & BEHAVIOURAL STUDIES (MARKS 100) Paper C9 (Module C, SM 2, 3A & 6B) (3 hours) Q.1 Habib Bank Limited wants to open a new branch in Gulistan e Johar. The Management

has appointed you as a Research Officer to conduct a survey of the locality and prepare a suitable report in the form of a letter for the Vice President of the Bank. Write the report. 12

Q.2 You are working in a company which has dealings in foreign exchange. Your company has seen the effects of recent exchange fluctuations and its impact on business. Your Managing Director has asked for your advice in the matter and has requested for a brief Report on the subject. Write such report. 13 Q.3 Explain the difference between a conclusion and a recommendation. What steps would you follow to generate recommendations to a problem? 07 Q.4 Briefly explain the following:

(a) Proposal (b) Letter of Transmittal (c) Information Report. 09

Q.5 (a) Good communication improves employees’ attitudes and performances in an organization. Discuss? 03 (b) What are the basic components of effective communication? Discuss at length. 08

(c) Your company has launched a new product that is sure to attract the attention of general public. As a part of your campaign, you have to write letters to retailers. Draft a sales promotion letter. 10 (d) How do information sharing meetings differ from problem solving meetings? 03 Q.6 Gharana, a non profit organization that builds low-mortgage houses for needy families,

recently initiated its annual fund raising drive. Mr Shams Kalani was among numerous businessmen who volunteered to get sponsors worth Rs.200,000 each. These volunteers agreed to get sponsors worth Rs.25,000 weekly and to complete the drive by December 24. With the deadline only two weeks away, Mr Shams Kalani has sent sponsors worth Rs.50,000 only.

Required: Write a letter to Mr Shams Kalani persuading him to get more sponsors in order to generate the assigned amount of funds. Mr Shams Kalani’s address is 22 Gharyal Bldg. I. I. Chundrigar Road, Karachi. 10



(2)

Q.7 What are the characteristics of organization culture. Define strong and weak culture? 07 Q.8 What is feed back. What qualities should you posses to make the process of receiving effective feed back? 08 Q.9 Explain ‘Satisficing’ in terms of Bounded Rationality Model and compare it with maximizing. 10

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THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Modular Intermediate Examinations Autumn 2002 September 02, 2002 BUSINESS COMMUNICATION & BEHAVIOURAL STUDIES (MARKS 100) MODULE C – PAPER C9 (3 hours) Q.1 Briefly answer the following: (a) Distinguish between letter and memorandum reports. (03)

(b) As direct sales manager for Academic Publishers Ltd, write a negative report in memo form on one of your sales representatives Mr. Nafees Ahmed and here are the facts of the case. Mr. Ahmed is just beginning his third year with the company. In his first year, sales in his territory dropped from Rs.2,35,000/- (his predecessor’s volume) to Rs.1,95,000/-. Last year the volume was down to Rs.1,50,000/-. After having various reports from the college professors in Mr. Ahmed’s territory that they rarely see the man, you made some personal checks.

At Southern Campus you found that Mr. Ahmed worked on campus only two of five days while his reports indicated he was there. You checked with three of the five professors he had reported as lunch guests on his expense account and found that they had not seen him. At the Central District Campus you found that Mr. Ahmed made a brief appearance one morning, saw only two professors and went to the Village, Clifton with two students. You found no evidence that he worked at the Central District Campus the next four days. He reported to have worked there for three days. Just to check, you went to the East District Campus where he was scheduled to work. He didn’t show up. When confronted with all this evidence, he confessed his dereliction of duties. But he argued that he was doing what others were doing. You don’t buy his arguments. You have decided to report your findings to the Director Sales with recommendation that Mr. Ahmed may be fired. (08)

Q.2 The Managing Director of a listed manufacturing company has approached your firm, a

practicing firm of Chartered Accountants, to assist them in improving their finance and accounts department, which is currently in total disarray. There are several problems including lack of adequate management information and reporting system, poor financial management practices and poor system of record keeping. You are required to develop a proposal outlining the type of help you can provide (the scope of work), the time which you will require to complete the assignment and your professional fees for such work. Also, narrate the experience and capability of your firm. You can make appropriate assumptions in making your proposal. (10)

Q.3 (a) Why people do not listen attentively? (03) (b) What three forms can minutes take? (03)

(c) In handling crisis what elements are usually ignored which lead to public disgust? (04)



(2) Q.4 You had imported a consignment of goods that has been withheld unjustifiably by the

custom authorities at Karachi airport. As a result your organization is suffering heavily. Write a letter to the collector of customs, with a copy to CBR, requesting him to intervene in the matter. The letter should contain all details including, reference initials, subject line, enclosure notation, copy notation. (05)

Q.5 (a) Briefly explain Stratified and Multistage sampling methods. (03)

(b) Which sampling method would you prefer where a survey is being carried out over a large area in which the population is extremely dispersed? Give reasons. (02)

Q.6. (a) What do you understand by Intercultural communication? Discuss in detail. (05)

(b) In doing business internationally, what cultural differences would you need to understand? (05)

Q.7 On June 5, 2002 you read an advertisement calling for sealed tenders to be submitted by

July 1, 2002 for construction of a factory building. Being interested in securing the work you have started preparations immediately. Which communication medium would you use to submit your tender document? Give reasons for your choice of the medium. (05)

Q.8 Current agreement with the company’s union is due to expire in two months time. The

union has sent a list of demands. What preparations should management make before actual talks commence? (10)

Q.9 Traditional accounting and finance techniques based on the economic rationality model

have been undergoing radical change. As a result new rational techniques called ABC, EVA and MVA have emerged. Describe these terms and explain how these are used in decision making? (12)

Q.10 You want to enhance job satisfaction among your workers. What steps might you take to

accomplish this goal? (05) Q.11 Write a short note on the following:

(a) Job design (b) Job rotation (c) Role stress (d) Synergy (12)

Q.12 Planning is imperative to achieve organizational goals. Notwithstanding its importance

some managers are unwilling to plan. What are the factors that contribute to such reluctance? (05)

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THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Modular Intermediate Examinations Spring 2003 March 03, 2003 BUSINESS COMMUNICATION & BEHAVIOURAL STUDIES (MARKS 100) Module C Paper C9 (3 hours) Q.1 (a) Listening is one the most underrated skills in the business world. Discuss. (03) (b) What listening strategies should be adopted to make listening effective? (04) (c) What is the role of body language in communication? (04) Q.2 (a) How does Fowler distinguish between negotiation and consultation? (04) (b) What qualities contribute in making a successful negotiator? (03) Q.3 (a) State the difference between Internet and Intranet. (03) (b) How can an intranet be advantageous for the company’s business? (04) Q.4 (a) You are working as a Sales Manager in a company that produces and supplies

electrical equipment to the local whole sale market. In a bid to improve the quality of the product, your company has incurred heavy expenditure in importing new machinery which has led to a rise in the cost of production.

Being the Sales Manager, the Director of the company has asked you to write letters to your customers explaining them the reasons for the rise in the price of your product and outlining the advantages that they will derive from the improved quality of the product. Write one such letter. (05)

(b) You are employed in a local insurance company. The personnel manager, being concerned about poor staff morale following the closure of a small nearby branch and redundancies in 2 others, has asked the office supervisor to look into the problem. Assuming that you are the office supervisor, write a memorandum to the personnel manager outlining the problem and setting out the proposals for raising staff morale. (05)

Q.5 Discuss the basic elements to be considered while preparing a good quality report. (10)

Q.6 Pakistan Telecommunication Company Limited (PTCL) had previously enjoyed a legal monopoly and therefore it was the only company allowed to provide telephone lines. However, the legal monopoly expired in December 2002 making it possible for the private sector to enter the market.

Due to the expiration of the legal monopoly of PTCL in the telecommunications sector, the Managing Director of PTCL is concerned about the potential competition that PTCL might face in the near future. Write a report addressed to the Managing Director proposing the possible measures that PTCL needs to take in order to withstand the competition it might face in the future. (15)



(2)

Q.7 Briefly explain the following:

(a) Motivation factors (03) (b) Deadlines (03) (c) Management Information System (03) (d) Stress Management Techniques (03)

Q.8 Describe the leadership skills identified by Whetton and Cameron. Can you suggest some

techniques that enhances effective leadership? (10) Q.9 Management by objectives is a scheme of planning and control which promotes co-

ordination. Discuss which steps will you take in order to achieve co-ordination in an organization. (10)

Q.10 Identify job stressors and classify them under the following headings: (08)

(a) Administrative Policies (b) Organizational Structure & Design (c) Organizational Process (d) Working conditions

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THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Autumn 2003 September 03, 2003 BUSINESS COMMUNICATION & BEHAVIOURAL STUDIES (MARKS 100) Module C Paper (3 hours) Q.1 (a) Differentiate between Downward, Upward and Horizontal Communication

inside an organization. Briefly describe the common purposes behind each of the above.

(04)

(b) Completeness and Conciseness are two essential principles of written communication, yet achieving both can be a difficult task. Explain how one can strike the ideal balance between the two.

(03) Q.2 (a) Define Organization Culture? (02) (b) State the elements that contribute to an Organizational Culture? (04) Q.3 Maintaining an “E-mail Etiquette” is highly important, especially in the business

environment. What factors must be considered when drafting e-mails as business messages and what practices must definitely be avoided?

(05) Q.4 (a) You are organizing a workshop on “Stress Management” and had advertised in

local newspaper that only the first 250 applications received would be accepted. Mr. Shahid’s application for participation was received after all the seats had been filled. Write a letter informing him of the reasons for rejection of his application, and informing him of similar events your organization intends to arrange in the future.

(05) (b) You are the manager of the Production Department of the XYZ Company. In the

past three months the productivity of the employees has remained stagnant, and upcoming season will require increased production of goods. Write a memorandum to the Manager of Human Resources recommending a bonus plan to encourage employees, and suggest other ways of increasing productivity.

(05) (c) You are the secretary of ABC Limited. Write a notice (inclusive of agenda) for

the upcoming Annual General Meeting.

(05) Q.5 You are the Chief Executive of a major cement manufacturing company. Keeping in

view the recent budget incentives to the cement and housing industries and the major reconstruction work to be undertaken in Afghanistan in the near future, the chairman of your company has asked you to submit a report to the Board of Directors underlining the prospects of the company getting major contracts for supply of cement in Afghanistan and for expected increase in sale in local market. Draft such a report outlining the pricing and marketing policy and the ways to counter the potential competition from other local firms.

(12)



(02)

Q.6 Highlight the differences between a Report and a Proposal. (05) Q.7 (a) “Good communication is essential in getting any job done.” What steps will you

take to overcome the existing faults in the communication process in your organization?

(05) (b) “Feedback not only improves communication but also leads to effective

management and organizational performance.” Discuss.

(05) Q.8 What are the axioms of Interpersonal communication? Explain. (06) Q.9 (a) What attention factors affect perceptual selectivity? Briefly explain each of these

factors.

(06) (b) Define the term “Stereotyping.” (02) Q.10 Changing the attitudes of employees in an organization is a challenging, but often

necessary task. What barriers exist as regards changing attitudes, and what can be done to overcome these barriers.

(05) Q.11 (a) Describe the decision making styles of a leader. As a manager, which style

would you like to choose and why?

(05) (b) ‘The achievement motive can be expressed as a desire to perform in terms of a

standard of excellence.’ In the light of this statement discuss the characteristics of high achievers.

(05) (c) Differentiate between Primary, Secondary and General Motives, giving

examples of each.

(05) Q.12 Define ‘Job satisfaction.’ What are the main characteristics of a job that influence job

satisfaction?

(06)

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THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Spring 2004 March 08, 2004 BUSINESS COMMUNICATION AND BEHAVIOURAL STUDIES (MARKS 100) Module C (3 hours) Q.1 (a) “Distortion and noise are same”. Please discuss. (02) (b) What are different types of noise? Briefly describe them. (02) (c) How can “Redundancy” help in reducing noise? (02) (d) What are internal and external needs of communication? (02) Q.2 You are head of marketing division in a large firm in Pakistan. You have been given

a task to establish an international office in Afghanistan. Please explain what are the factors that contribute to a culture that you will consider for preparing your report on Afghanistan.

(05) Q.3 The following advertisement appeared in a newspaper. Write a “Job Application”

only in response to the advertisement (Resume is not required). We are looking for you if you:

(i) are a team player (ii) hold a bachelor’s degree in Commerce (iii) feel comfortable with accounting softwares (iv) can meet deadlines (v) are in the age bracket of 22-25 years. If you meet above criteria apply in confidence to Manager HR P O Box 2021,

Karachi, latest by March 25, 2004.

(08)

Q.4 You recently purchased a Laptop from TAYYAB ELECTRONICS. After one week of use, the machine started malfunctioning. The screen resolution became poor, graphical and numerical functions gave wrong results. You returned the machine with a replacement request. Three months have passed but despite many phone calls you have not received any response. The warranty period ends one week later.

Write a letter to Manager Sales complaining about the situation and asking for

an immediate resolution of the situation. (09) Q.5 ABC Company has recently introduced a policy of subsidizing 50% of the tuition

fee of employees’ children. Write a memo for announcing this policy. (07)



(2) Q.6 (a) You are the finance manager in a medium sized company. One of your staff

has remained absent for two weeks in the past two months and his work is not done on timely basis.

(i) How would you handle the situation? (ii) Would you speak to him or write a memo? (iii) Would you do both: speak and write? If you would do both, which would you do first and why?

(02) (02)

(02)

(b) What are different types of proposals? (02)

Q.7 You have resigned from the present firm after completing your training contract. As per the firm’s policy, an employee leaving the firm must submit a short report to the Managing Partner of the firm. This report usually contains identification of improvements needed with reference to the administrative policies, marketing strategies, HR policies, etc. Write a report covering above areas along with suggestions as to how to convert weak areas into strengths of the firm. (10)

Q.8 (a) Ethics has become a major concern for management. What factors influence the ethical behaviour of individuals in organizations?

(05)

(b) What is meant by Globalization? The implications of globalization on

organizational behaviour are profound and direct. Discuss. (06)

Q.9 (a) What do you understand by Management By Objective? (03) (b) How can an organization achieve its goals with active participation of all

levels of management without imposition of objectives? (07)

Q.10 Define stress. How can social support reduce stress among unskilled workers to highly trained professionals? Explain how an effective manager can create a supportive work environment. (08)

Q.11 (a) Specify the different oral and written medium of communications. (04)

(b) Which points would you consider before choosing the appropriate channel? (03)

(c) Briefly explain which medium is best whenever you want to accomplish the task of delivering your oral or written messages?

(04)

(d) Too often those who cannot communicate effectively in either oral or written

communication, remain buried in lower dead end jobs. Discuss. (05)

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THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Autumn 2004 September 08, 2004 BUSINESS COMMUNICATION AND BEHAVIOURAL STUDIES (MARKS 100) MODULE C (3 hours) Q.1 Discuss different leadership skills that are important for an effective leader in an

organization. (07)

Q.2 (a)

(b)

Define Negotiation. As a negotiator, how will you influence the other party to reach to a final deal of your choice?

(02) (05)

Q.3 (a)

(b)

It probably takes a great deal of effort to respond appropriately to feedback rather than to give it to others. In the light of this statement, how would you receive feedback effectively? National Housing Finance Limited provides house loans to general public. The loan application of Mr. Ahmed does not meet the approval criteria and consequently, the credit committee of the company has not approved his loan application. As a manager housing loan department, write a letter to Mr. Khan informing him about the decision of the credit committee together with the reasons (you can assume any possible reasons) for rejection of his loan application.

(07) (07)

Q.4 You are a Program Coordinator in a professional Institute. During last one week,

you have received complaints about the teaching qualities of a faculty member and some students have also complained about the campus facilities. On the basis of your investigation of two complaints, write a short formal report to the Program Director about your findings.

(08)

Q.5 In the recent budget, there was a significant reduction of duties on imported cars.

You are the Sales Manger of Speed Motors, a local automobile company. Due to the reduction in import duties, it is feared that the car sales of local companies would drop. Write a memorandum to the Managing Director of Speed Motors, informing him about the impact of the new development.

(08)

Q.6 You are the company secretary of Fida Securities, a local brokerage firm. The Chief

Executive of the company has asked you to make a library of the annual accounts and quarterly reports of all the multinational companies operating in Pakistan. To achieve this aim, you need to contact the company secretaries of all the multinational companies, requesting them for these documents. Draft the letter addressed to one such company, requesting the annual accounts and quarterly reports of the company.

(08)



(2) Q.7 You are the Country Manager of VODACOM Ltd. operating under the brand name

of Telelink. The government of Pakistan recently announced the issuance of licenses to two more cell phone companies. Taking account of this development, write a report to the board of directors of VODACOM Ltd., outlining the impact of new licenses on your company’s business and your recommendation for future strategy the company should adopt to withstand this competition. [Hints: In your report, suggest measures related to quality of service, connection charges, free roaming facility, 50% off on air time etc.]

(12)

Q.8

(a) (b) (c)

It is assumed that the job performance of an individual creates job satisfaction among the employees in an organization. Is a satisfied employee always a high achiever? Discuss the factors associated with job satisfaction. Discuss critically Heizberg’s theory of motivation by taking into account the factors that contribute to satisfaction and dissatisfaction among employees.

(04) (04) (05)

Q.9 (a)

(b) (c)

What are the different classifications of motives? Discuss each of them briefly. How would you identify the symptoms of stress? “Managers should be held accountable for what they do with their authority and the resources available at their disposal. Making them accountable is achieved through planning and control mechanism.” Discuss.

(06) (02) (07)

Q.10 (a)

(b)

Competent managers are assigned with the task of preparing business reports. Why do you think the reports are important in the business world? Briefly define different types of reports.

(05) (03)

(THE END)



THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Spring 2005 March 9, 2005 BUSINESS COMMUNICATION AND BEHAVIOURAL STUDIES (MARKS 100) MODULE C (3 hours) Q.1 (a) Define Perception. Why do we say that each person’s mind is a unique filter? (06)

(b) How does interpersonal communication help individuals realize opportunities

for personal growth and achieve professional excellence? (09)

Q.2 (a) Distinguish between objectives and mission. (04)

(b) What are “unit objectives”? Give two examples to explain the term. (03)

(c) What are the means by which conflict between different types of goals within

an organization can be dealt with? (02)

Q.3 (a) You, the Human Resource Manager of Exclusive Textile Mills Ltd. along with

the company’s General Manager, have identified the need for inducting 2-3 officers in the purchase department. Prepare an advertisement to be printed in the local newspaper announcing the job availability. You may assume any necessary details required.

(07)

(b) Your company is engaged in marketing of a wide range of consumer goods throughout Pakistan. As a Human Resource Manager, you will shortly be interviewing candidates for the position of National Sales Manager. You have decided to closely observe the non-verbal communication made by the candidates during the interview, in addition to the usual questions & answers. Make a checklist of the non-verbal cues and signals that you will be looking out for, and how you may interpret them.

(07)

Q.4 You are the Branch Manager of Super Asia Bank Ltd.., SITE branch, that has been

in business for the past 25 years. Fine Leather Ltd. (FLL), engaged in the business of manufacturing leather garments has applied for a long-term loan facility for import of machinery. Due diligence was made by your subordinates and through reliable sources it was discovered that the company has already availed long-term loans from 3 other commercial banks. However, the company is in the process of expanding its operations and requires additional funds for the export.

You are required to prepare a short formal report to be submitted to the Head of Advances of the Bank with your suggestions on whether or not to sanction the loan facility to FLL based on the findings of a site visit conducted by you to the leather factory and a detailed analysis of the company’s financial performance in the past 5 years.

(07)



(2) Q.5 (a) Write a letter to the Editor of “Pakistan Accountant”, the official journal of the

Institute of Chartered Accountants of Pakistan stating your views on an article on any topic of your interest. Your letter should cover the following:

• Author’s name and qualifications. • Quality of the article. • Pros and cons of the article. • Areas where the article could be improved. • Any other aspect you consider appropriate.

(06)

(b) What are some of the basic guidelines that you should keep in mind whilst developing any proposal.

(06)

Q. 6 (a) Explain briefly the significance of taking minutes at a meeting. (03)

(b) Describe the various types of minutes. (03)

(c) List the main elements of formal agenda. (02) Q.7 Managers are reluctant to make formal plans and prefer to operate without them,

dealing with problems only when they arise. What might be the cause of their reluctance? Suggest ways to overcome them.

(09)

Q. 8 (a) Do you agree that participation of employees in planning decisions leads to

greater employee motivation? If yes, what are the conditions that must be met to make employees committed to their tasks?

(08)

(b) Identification of non-work factors that influence attitude towards work, help management set standards and build a healthy organization climate. In the light of the above, list and briefly describe the non-work factors that might influence attitude to work.

(06)

Q. 9 (a) Do you think listening is the same as hearing? List and describe the essential

features of listening practice. (08)

(b) Reports are written to cater to a specific and particular purpose. What do you think are some of the purposes for which reports may be written in a business organization?

(04)

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THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Autumn 2005 September 07, 2005 BUSINESS COMMUNICATION AND BEHAVIOURAL STUDIES (MARKS 100) Module C (3 hours) Q.1 (a) Define with the help of at least two examples, what is meant by ‘Channels of

communication’. (02)

(b) What are the various factors that determine the suitability of a channel and a medium for a communication task?

(05)

(c) Rewrite the following sentences by applying Seven C’s of effective communication. You may assume any necessary details to complete the sentence as per the requirement given in brackets.

1. “I placed an order in May, it is still not delivered”. (apply completeness)

2. “I have received your loan application”. (apply consideration)

3. “Kindly do send us our shipment as soon as possible so that we are able to meet our customers’ demands latest by Aug 10, 2005. We will highly appreciate your quick response that would enable us to deliver promptly to our customers, so please send the shipment at your earliest”.

(apply conciseness)

4. “The petrol prices increased very much”. (apply concreteness)

(04)

Q.2 ‘Wrappers’ is a one-stop gifts shop at one of the largest malls in the city. The store

houses a large variety of gift items and caters to the tastes of age groups starting from 10 onwards. It has been two years since the shop started its sales, however, the customers’ response has not been very encouraging up till now. The management after giving due consideration to the pricing, display of items, customer services etc. has decided to conduct a survey of consumers in order to gauge the causes of poor response. This will help the management identify the existing weaknesses and undertake necessary measures to reposition themselves. What in your knowledge are the various methods of collecting primary data, available to the management, through which reasons for poor response from consumers can be gauged? Which in your opinion is the most suitable one in this scenario and why?

(08)



2 Q.3 (a) List the different skills that need to be developed in sending and receiving

messages. (04)

(b) Creating an effective Work Group involves bringing together members with diverse and complimentary skills and abilities, rather than having a set of non-diverse and uniform individuals.

What different roles / skills do you think are required to constitute an ideally balanced team?

(05)

Q.4

You work as a secretary in a construction company by the name of ‘Sufi Builders’. Write a letter to all your customers, informing them that the previously agreed upon prices of the apartments booked by them, have been revised upwards by 20%. Also inform them that they are required to pay the differential amount at their earliest in order to acquire the ownership of the apartments by January 05, 2006.

(07)

Q.5 You are the Human Resource Manager at one of the leading commercial banks in

Karachi. Over the last six months, various clients have complained about the rude and unacceptable behaviour of Mr. Sultan Ahmed, the Customer Services Manager of the I.I. Chundrigar Road branch. Mr. Ahmed who has been an employee of the bank for the past 7 years, has always had a clean record and until recently has been one of the most valuable contributors to the bank.

You are required to investigate and prepare a short report to be submitted to the Regional Manager, Customer Services. You may assume any necessary details.

(08)

Q.6

As an employee of the finance department at a leasing company, put up a proposal to the senior management asking them to introduce a company funded qualification enhancement program for employees who have served a minimum of two years with the company and are grade 3 and above. This would not only be beneficial for the employees but also help the company in achieving their training and development goals. You may assume any necessary details.

(08)

Q.7 Any business activity is in part about ensuring the coordination of corporate and

individual endeavour, and of coordinating the work of individuals. The question is how are the activities of disparate people coordinated especially if they are doing similar tasks? State the different ways in which work can be coordinated.

(05)

Q.8 You are a public relations officer of a multinational food outlet. During the recent

act of violence, five employees of your outlet were burned alive inside the shop. Write an announcement to be published in a leading English newspaper showing organizational concern for employees as well as organizational commitment to serve the society. (06)



3 Q.9 (a) Feedback can be looked at from five different directions. Discuss them. (08)

(b) Constructive criticism can result in improved performance. On the contrary, it can altogether be ignored by the receiver. If you are given a task by your boss to critically evaluate the work done on a project by your sub-ordinate, how would you give your feedback so that it is accepted and implemented positively?

(05)

Q.10 Briefly explain the ‘Delphi Technique’ of decision-making. (05) Q.11 How does SWOT analysis assist managers in developing functional strategies

through which organizations can get a substantial share of the growing market? (10)

Q.12.

What do you understand by the Tells, Sells, Consults and Joins styles of leadership? In which situations do you expect to see these styles at work?

(10)

(THE END)



THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Spring 2006 March 08, 2006

BUSINESS COMMUNICATION AND BEHAVIOURAL STUDIES (MARKS 100) Module C (3 hours) Q.1 In an organizational setting, the choice of the medium of communication is a

conscious decision, which is taken after taking into account several factors related to timing, sensitivity, complexity, distance, confidentiality, etc. What will be your chosen medium / media of communication in the following situations, who will be your audience(s), and why?

The company is offering 10% of its shares for sale to common investors.

There is detailed information to be given regarding price, date of sale, how to apply, description of company business, and recent financial performance.

A group of unionised employees have been found guilty of financial

wrongdoing and charged. Under disciplinary rules their service is terminated without any notice / benefits.

The company has announced one-month’s bonus pay to all its 600

employees at the head office and at field locations all over Pakistan. This is due to exceptional business performance. The bonus will be disbursed into the salary accounts in the next 7 working days to coincide with Eid.

There are three strong contenders for promotion to the Director Sales

position, from among your senior Sales Managers. The two candidates who will not be selected are naturally going to be disappointed. These two individuals are equally valuable to the organization and you cannot afford to have them demoralized.

The company had recently launched a medicine for treatment of cancer. But

due to reports of adverse side-effects of the medicine, the company has decided to stop its sales and recall all trade stocks.

(02)

(02)

(02)

(02)

(02) Q.2 You are working as the coordinator in a reputable Non Governmental Organization

(NGO). Your NGO is involved in relief work in the northern areas of Pakistan following the recent earthquake on October 8, 2005. You are required to write a letter to the Public Relations Officer of a multinational in Bahrain asking him for additional funds for relief activities. Also include reasons for additional funds and your bank details for funds transfer. You may assume any other necessary details. (07)

Q.3 JBS Bank has recently been privatised. Previously as a nationalised bank, the

organisation’s culture valued length of service and seniority of employees. The new management consists of young and aggressive managers, who now want to infuse a result-oriented culture where performance is rewarded.



(2)

Today the new Head of Branch Operations, A. Salim, is meeting a senior officer of the bank’s Main Branch, S. Akhtar, who is being made to report to a new manager inducted recently from another bank. The new manager is young and dynamic, but Akhtar feels his seniority is being undermined and is very upset. The situation goes as: Salim has a busy schedule, and to save time he has agreed to meet Akhtar over lunch in the busy officers’ cafeteria for 15 minutes, and hear his grievances. His mind is preoccupied with the presentation he has to make to the Directors in the afternoon. He has his views on Akhtar’s professional capabilities and feels the meeting will be an unproductive use of his time, but has agreed to the meeting as Akhtar has been requesting it for many days. Akhtar on the other hand is sceptical of the new management’s intentions. Salim delivers a jargon-filled monologue on the new People Development philosophy, and tries to convince Akhtar that he can still grow professionally without being promoted. Akhtar hears him out but has difficulty grasping the new organisational concepts especially since they are explained in high-flown and accented English. During their luncheon meeting, several colleagues briefly stop by to greet them. Which types of Noise can you identify in the above situation? Explain in each case how it can mar the quality of communication between Akhtar and Salim?

(06) Q.4 In collecting primary information, researchers often have to select a sample for

study. Starting with a sampling frame (telephone directory, list of customers, etc.), the sample can be selected using any of the various sampling methods such as:

Random Sampling Systematic Sampling Stratified Sampling Quota Sampling Cluster Sampling Multi-stage Sampling

Briefly describe the essence of any three of these sampling methods. (06)

Q.5 (a) Specify the main features of a trade union environment. (06) (b) You are a Human Resource Manager at a car manufacturing company.

Lately, your company has been experiencing problems with the labour force. Grievances have been conveyed about the over time issue since employees have not been fairly compensated. Assuming necessary details, draft a short report addressed to the Chief Operating Officer on the meeting held between yourself and the company’s labour union representatives, highlighting the issues at hand and the means to resolve the issue. (08)

Q.6 In writing Business Reports there are certain requirements relating to Objectivity &

Impersonality, Ease of Understanding, and Precision. Please elaborate, what is meant by each of these requirements. (06)



(3) Q.7 You are the Public Relations Manager in a large chemicals company which has its

manufacturing plant in SITE Karachi. Yesterday there was an accident in the plant which resulted in a large amount of toxic chemical being released in the air and in the nearby Lyari River, causing some environmental damage. Several workers at the plant were also exposed to the toxic release and fell sick and unconscious. The plant management acted swiftly to control the effects of the accident: the workers were given medical aid and are out of danger; the release was controlled immediately; and the pollution in the water channel was contained / neutralised. There is a lot of anxiety in the community, and in the absence of authentic information the media may carry speculative and inaccurate account of the incident, which can further spread panic. You are assigned to issue a Press Release to be published in all the leading newspapers to give an account of what has happened and to calm the anxiety among the public and the authorities about the current situation. (You may assume any ancillary details). (08)

Q.8 (a) Akbar is the Manager Sales in your firm. As a part of his job, Akbar is

required to negotiate every now and then. As a mentor, advise Akbar about the qualities needed for an effective negotiation. (03)

(b) Managers are often found complaining about lack of coordination. What in

your opinion are the various reasons for lack of coordination? (06) Q.9 Briefly describe the key steps involved in the process of Job Design. What

objectives should this process seek to accomplish? (06) Q.10 In what ways does a Service offering differ from tangible Products? (06) Q.11 (a) As people mature, they start displaying certain characteristics in terms of self-

control, behaviour, relationships, perspectives etc. Briefly narrate any four manifestations of maturity in individuals. (06)

(b) Do you feel the changing needs of a maturing individual can come into

conflict with the organisation? How and under what circumstances? (02) Q.12 (a) The New Organisation is said to be shaped by worldwide dynamics around:

Globalisation Information Technology Total Quality Management Diversity and ethics

What is your understanding of the above factors, and their impact on the

organisation?

(08) (b) What opportunities and threats do you see arising for Pakistan’s economy out

of the new business phenomena such as WTO, Outsourcing, Offshore Production, etc. (06)

(THE END)



THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Autumn 2006 September 06, 2006 BUSINESS COMMUNICATION AND BEHAVIOURAL STUDIES (MARKS 100) Module C (3 hours) Q.1 In communication, the credibility of the source is often traced to factors like Personal

Appeal, Perceived Authority and Perceived Intentions. Briefly describe what each of these factors stand for.

(06)

Q.2 Kamyab Bank Limited (KBL) has issued an advertisement inviting proposals for developing an integrated computerized Human Resource Management System. You work for Media Technologies and are required to submit a proposal on behalf of your company to KBL. It is important that your proposal should be specific and yet informative to enable the bank to arrive at a positive decision in your favour.

(08)

Q.3 (a) Give three reasons for holding a business meeting. (03) (b) State briefly what measures must be taken for conducting a meaningful business

meeting within an organisation. (05)

Q.4 Communication takes place in certain contextual dimensions, namely Physical dimension, Social / Psychological dimension and Temporal dimension. Describe what you understand by these contextual dimensions.

(06)

Q.5 Mr. A. Malik works for FMES Corporation which provides machinery, equipment and engineering services to the food processing & packaging industry. FMES started operations in Karachi five years ago and after developing good business in the local industry, started to cultivate clients in Punjab as well. The response from upcountry clients has been good and business there is growing rapidly. So far all upcountry clients are serviced from FMES’s Karachi Office. This entails a lot of travel for the engineers and project managers. Management has been considering the option of opening an upcountry office in Lahore to be closer to its customers and hence serve them better. It appears that the cost of running an additional office will be less than the current cost of travel and stay incurred by the visiting staff. This could also help accelerate new business development. On behalf of Mr. A. Malik, write a report to investigate the feasibility of opening the additional upcountry office in Lahore. You need to consider both the quantitative and qualitative benefits of this investment i.e. improved service for customers, saving of costs and new business prospects etc.

The report should include a line/bar graph showing recent growth of upcountry business as a percentage of total business. You may assume any necessary details.

(10)

Q.6 Summer season brings with it the phenomena of electricity load-shedding and power outages. This year the problem has been unprecedented due to a massive increase in industrial and consumer demand, with no matching addition to the power generation capacity in the last few years due to the impending privatisation of the Electric Utility.



(2) Newspapers have been full of reports and letters, blaming the newly privatised Electric

Utility Company for power outages. While there are no hopes for things getting better this season, the Utility is confident of installing additional generation capacity before next summer, and promises marked improvement in service. Draft a Press Release on behalf of Mr. Ali, who is the Public Relations Officer for the Electric Utility and is required to respond to the barrage of criticism appearing in the newspapers. The press release should show an understanding of the problems faced by the public. It should also give an account of the situation as it exists today. The public should also be assured of the Utility’s efforts to improve the situation.

(09)

Q.7 What do you understand by the transactional axioms of interpersonal communication?

Briefly mention the implications of the axioms of interpersonal communication. (09)

Q.8 ANZ Company Limited has been your customer for a long time. There have never been

any issues regarding payment of bills, until recently. However, the last few bills have not been paid despite repeated verbal reminders. Write a letter to ANZ Company Limited for settlement of the overdue invoices, bearing in mind that this is the first written reminder for payment. Note: Do not write your name, roll number etc. Instead you may use the name ABC.

(09)

Q.9 (a) Stress among employees can often be linked to their organisational roles. Such role

stress emanates from phenomena like Role Ambiguity, Role Conflict, Role Overload, and Role Underload. Explain each of the above with examples and discuss how they result in stress for the individual concerned.

(07)

(b) Sajid Ali is managing a large department in a service organisation. There are great

demands on his daily time in office due to the ever increasing workload and tight deadlines. Since he is a departmental head, most of his assignments come in big unmanageable chunks where he finds it difficult to keep track of progress. He tries to work at several projects at the same time and works monotonously from morning till late evening at the same pace. While there are several people in his team, he ends up doing all the detailed work himself. There are many unwanted diversions and disturbances in office that make him lose focus and concentration. Working under pressures of time continuously, Sajid is feeling stressed out. Considering the above situation, give some tips to Sajid Ali regarding time management and efficient handling of workload, so he can reduce his time-related stress and work more effectively?

(07)

Q.10 (a) The reason for existence of an organisation can be assessed from its Vision,

Mission, Goals, and Objectives. What do you understand by these terms? (07)

(b) Jet Air has been for long the only national flag carrier airline in the country.

Following government’s opening up of the domestic air travel industry to private enterprise, the market dynamics have changed. Several new private airlines have started operations and they have been setting new standards in service quality and operational efficiencies. Jet Air has been feeling the pinch of keen competition from these new players and losing ground. Years of working in a protected and monopolistic environment meant that it had become an ineffective and inefficient organisation, with huge cost structures and low customer service standards.



(3) Recently, there has been a change in top leadership of the airline, and the new

managers are determined to turn the airline around. Customer satisfaction, safety, punctuality, and operational efficiency are the new mantra; and the management is determined to bring about excellence in all departments. You, as Head of Corporate Strategy, have been assigned to come up with new statements of Vision and Mission. Also give at least three Goals and Objectives for the airline. These pronouncements have to be challenging and inspiring for the employees, and exciting and promising for the customers.

(09)

Q.11 Any major change in internal business environment is bound to face stiff resistance.

What types of organizational strategies are required to introduce changes successfully and reduce the level of resistance from the employees?

(05)

(THE END)



THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Spring 2007 March 10, 2007 BUSINESS COMMUNICATION & BEHAVIORAL STUDIES

(Marks 100) Module C (3 hours) Q.1 Enumerate various conditions and relationships which might become ‘barriers to

communication’ and hinder smooth flow of departmental and individual co-ordination and work. (08)

Q.2 Sitara Bank Limited has recently launched a ‘Consumer Finance Scheme’ and

introduced three new products covering car financing, home financing and credit card. Prepare a letter addressed to all the existing and potential clients informing them about the new vision of the company related to consumer financing. The letter is to be signed by Mr. Adnan Aslam, Business Unit Head, Consumer Banking. (09)

Q.3 In local labour intensive manufacturing companies, it has been observed that the

immediate monetary rewards linked with performance are good motivators and create a win-win situation. Workers and supervisors are hardly moved by long term organizational benefits. Some experts treat this as a disadvantageous situation for our industry as it hinders stable, loyal and committed workforce. (a) Comment on the power of money as a tool to motivate employees. Does increase

in pay always result in improved productivity and performance? Please give reasons to support your answer.

(b) How would you define ‘intrinsic motivation’ and what are the important factors for creating intrinsic motivation in employees? Identify and explain briefly.

(05)

(06) Q.4 (a) Differentiate between an organization’s objectives and its mission. (04) (b) Conflicts may arise between different types of goals in an organization. Briefly

explain how such conflicts are usually dealt with. (03) Q.5 List and explain the concept and principles of ethical communication to be practiced in

business organizations. Give two examples of unethical communication under each principle. (13)

Q.6 Usually it is very difficult to avoid being discourteous while communicating your

disagreement or protest. By giving suitable examples, describe how you would avoid being unpleasant, in such situations. (06)

Q.7 “The role of a leader or chairperson is very important for having a constructive

discussion”. Briefly explain the statement and describe at least seven factors which identify the range of communication skills required by the controlling member of a successful discussion. (10)



(2)

Q.8 Explain the concept of “Psychological Contract”. List down individual and organizational expectations which form the basis of this contract between the employer and the employee. (13)

Q.9 You are the secretary of the Executive Committee (EC) of the company where you

work. Managing Director of the company is the Chairman and the functional heads of Marketing, Production, HR and Finance are members of EC. In its monthly meeting held on 2nd of January 2007, the EC discussed various issues and decided the following:

- Investment of Rs. 150m for modernization of plant to increase capacity as per sales forecast.

- Advertising campaign with an expense of Rs. 10m for the new product for the next quarter.

- Proposal for opening up new branch office in Dubai to be further refined with detailed market feasibility and competitive analysis to be presented in the next meeting.

- Key performance indicators related to quality and customer complaints were reviewed. Marketing and Production departments were asked to submit detailed analysis and improvement plans in the next meeting.

- Appointment of M/s Shumail and Company as the new legal advisors in place of M/s Hanif and Company.

Prepare minutes of the meeting to be circulated to EC members using “Action Format”. Assume necessary additional details and remember that the meeting also carried out normal business of reviewing last meeting’s minutes, deciding date of next meeting, vote of thanks etc. (11)

Q.10 Newly appointed National Sales Manager of your company convinced the management

to adopt an aggressive approach to expand the company’s market share. Strategy included increased level of production for several existing products, launching a number of new products, entry into sub urban and rural markets and aggressive advertising campaigns for the new products. During the first three months after the implementation of new strategy, company started experiencing slowing down of sales as compared to budgeted levels, piling of stocks of raw material and finished goods, high financing costs, slow recovery from the market and other allied negative impacts apparently created due to non achievement of sales targets. Management was now concerned about the gravity of situation and decided to review the strategy. As a management consultant, the company’s management has requested you to investigate the situation, highlight areas where strategies went wrong and give recommendations for the new move. You are required to prepare a short formal report for presentation to the management. (12)

Note: Name, Roll No. and signatures should not be disclosed in any letter, report or any other answer.

(THE END)



THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Autumn 2007 September 04, 2007 BUSINESS COMMUNICATION AND BEHAVIOURAL STUDIES (MARKS 100) Module C (3 hours) Q.1 (a) Explain what do you understand by Formal and Informal Communication? (05) (b) Enumerate and explain briefly the reasons for establishment of Informal

Communication networks in organizations. (05) Q.2 Household Technologies Limited (HTL) is engaged in the business of manufacturing and

marketing of a wide range of domestic home appliances. The Company has achieved outstanding results for the year ended June 30, 2007 and its key indicators of performance viz, production, sales and profits have exceeded the budget targets. In its recent meeting, the Board of Directors while appreciating the team effort of the employees have decided to grant a bonus equivalent to two months basic salary to all the employees. In your capacity as Director Corporate Affairs, you are required to prepare an Internal Memorandum addressed to the employees announcing the declaration of bonus. The Memorandum while conveying management’s appreciation of the employees efforts should briefly mention the target of increase in all the key parameters by 20 per cent for the next year and the need for development of new products and markets to achieve sustainable business advantage. The Memorandum should be prepared with the objective to elicit maximum employee efforts to enable HTL to achieve leadership position in its line of business within a period of 4 years. (10)

Q.3 In the present highly competitive business environment, successful and effective Business

Leaders devote an ever-increasing proportion of their time, effort and energy to the critical tasks of strategic planning and organizational development and delegate the recurring operational responsibilities to the lower echelons of management. Identify and briefly explain any SIX different tasks/responsibilities which should be performed by the top business leadership in an organization operating in an intensely competitive business environment. (09)

Q.4 Briefly explain the following concepts: (10) (a) Listening Skills (b) Halo Effect (c) Leadership (d) Job Description Q.5 Explain any TWO of the following Axioms of Interpersonal Communication: (06) (a) Inevitability of Communication (b) Irreversibility of Communications (c) Communication involves a Process of Adjustment



(2)

Q.6 Identify and explain briefly the different Levels of Needs as enumerated by Maslow in his theory of Hierarchy of Needs. (08)

Q.7 The entire business of processing and marketing of Pure Water Co Limited (PWCL) has

recently been acquired by Clearwater Limited (CWL), a US-based multi-national corporation. PWCL is a domestic company established in 1995 and, has over the period, created a reputation as a supplier of superior quality product with a highly efficient and reliable distribution network in Karachi. Approximately, 1200 PWCL customers are the large corporate entities and affluent households who are not only extremely conscious of the quality of water they consume, but are also willing to pay premium prices for the uninterrupted and reliable delivery of water at their premises. Consequently, any breakdown in supplies would drastically affect the water consumption habits of these customers who may switch-over to other suppliers vying for this highly lucrative segment of the market. These 1200 customers account for 80-85 per cent of PWCL’s total turnover. CWL’s decision to acquire the business of PWCL at a substantial goodwill was based largely on the retention of this established and lucrative customer profile. In the intervening period of change of management and replacement of PWCL’s empty/filled bottles, there were considerable disruptions in supplies. This has created resentment among the important customers who have threatened not only to switch-over to other suppliers, but also claim refund of deposits for the empty bottles retained by PWCL. This threat, if carried out, would adversely affect CWL’s business and cause huge losses. As Director Marketing of CWL, you are required to write a persuasive letter to be issued to the important customers, apologizing for the inconvenience and assuring them that such disruption in supplies would not occur in future. Also state, that as a gesture of goodwill, supplies of water equivalent to the previous two weeks consumption would be provided free-of-charge to the customers. (12)

Q.8 Explain what do you understand by Negotiations? Briefly explain the various stages of

the negotiation process. (11) Q.9 What kind of information would normally be included in a House Journal/Company

Newsletter issued by a progressive fertilizer company which has over 3000 employees in various cadres? Identify nine different types of information which would be of general interest to the employees. (09)

Q.10 In all large organizations, numerous Internal Reports are prepared by individuals and

departments for review at various management levels. Identify Two Reports which are, in your opinion, prepared in an integrated steel mill which has several specialized departments and divisions and employs over 15,000 workers. You are required to give: (a) Name/Title of the Report (b) Name of the Department which has prepared the Report (c) Date and Purpose of the Report (d) Name(s) of the Recipients of the Report (e) List any 4 types of information which would be contained in the Report (10)

Q.11 Identify the different phases of the Process of Communication. (05)

(THE END)



THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Spring 2008 March 4, 2008 BUSINESS COMMUNICATION AND BEHAVIOURAL STUDIES (MARKS 100) Module C (3 hours) Q.1 Behbood Hospital Services (BHS), located in a populated city area, is a large-size

hospital with facilities of general, semi-private and private wards, besides a busy out-patient department. BHS is a fully-equipped hospital with several operating theatres, a modern laboratory and other ancillary equipments. BHS has on its payroll renowned specialists/consultants, besides supporting staff consisting of junior doctors, qualified nurses, trainee nurses, lab technicians, receptionists and other staff. The Hospital enjoys a good reputation because of the competence, caring attitude and dedication of its human resources who function as a coordinated and motivated team. Both the specialists and the supporting staff are well aware of the fact that their close team effort and co-operation are critical for rendering efficient health-care services to the patients. However, in the past 12 months, BHS has experienced an unusual phenomenon as some of the most competent specialists/consultants have submitted their resignations because they have received lucrative offers from the middle-eastern countries. In order to retain and recruit more qualified specialists, BHS management has decided to increase, across the board, basic salaries of the specialists/consultants by 25 per cent. The support staff which can be recruited with comparative ease would receive an increase of 10 per cent in line with the current rate of inflation. Identify and explain the anticipated impact of the differences in the pay raises on the motivation and performance of the support staff. Also state how could this affect the working of the Hospital and the quality of professional care of the patients. (09)

Q.2 What do you understand by a Group? How are formal and informal groups formed?

Identify and discuss briefly what are the distinct qualitative indicators of Group Behaviour in situations where there is an:

Effective Work Group Ineffective Work Group

(09) Q.3 Invariably all communicators make concerted efforts to ensure that their messages are

received and interpreted correctly, fully and in the intended spirit by their target recipients. However, it is acknowledged that often there are wide differences between the inherent message conveyed by the communicator and the message received by the recipient. Explain five factors which in your opinion contribute towards improved receptivity of the message by the recipient of communication.

(10)



(2)

Q.4 Safe and Swift Transport Company Limited (SSTCL) is an affiliate of a worldwide group engaged in the business of door-to-door transportation of goods. The Company has a fleet of 300 trucks in Pakistan with offices in all the important cities and towns. The Company has highly skilled and competent truck drivers, loaders and other support staff on its payroll. SSTCL takes pride in the quality of its prompt, safe and efficient services for which it charges premium freight rates as compared to other goods transport companies. Consequently, its clientele includes foreign embassies, top-tier national and multinational companies, besides high net-worth individuals who value the quality of reliable services offered by SSTCL. Mr Robert Smith, a senior consular in a foreign embassy in Islamabad has lodged a complaint that his valuable 60 inch Plasma TV which was booked from Karachi to Islamabad under Freight Bill No 4896 dated January 28, 2008 has been damaged and is a total loss. The carton containing the television had the following distinctive markings: “Fragile – Handle with Care.” Mr Smith has lodged a claim of Rs 100,000 for the loss of his TV. Mr Smith, through his Consulate, provides substantial lucrative business to SSTCL on a regular basis. In your capacity as Director of Operations of SSTCL, Islamabad, write a polite letter to the customer, offering apologies for the mishap and undertaking to pay compensation for the loss immediately. Also state that you will make full investigation in the matter and assure the customer of your continued safe and efficient services in future.

(12) Q.5 (a) It is a well acknowledged fact that all forms of External and Internal Written

Business Communications have an inherently formal and impersonal style which do not necessarily reflect the personal characteristics/traits of the individuals responsible for the communication. Give six reasons why this type of style is strictly adopted in large and complex business organizations.

(09) (b) The following inappropriate statements have been observed in written business

communications: (i) All payments must be made in time. (ii) You have failed to supply the Product Code and we can not fill the order

until you provide the proper details of the required code (iii) May I have an appointment for a job interview? You may telephone me on

745986 between Monday and Friday. Re-write each of the above statements to meet the requirements of Effective

Business Communication. Also indicate the violation of the specific principles of seven Cs in each of the above cases. (06)

Q.6

As a Senior Associate of a firm of professional Management Consultants, you have been assigned to lead a team who would undertake a comprehensive study of the unsatisfactory performance of an integrated textile mill with spinning, weaving and finishing facilities. Identify the Headings of the Parts of your Formal Report to be submitted to the clients. Please note only the titles of Headings of the Formal Report are required.

(05) Q.7 What is Leadership? In your opinion what are leadership skills and why are they of such

critical importance for the success of global operations in the present business environment?

(08)



(3)

Q.8 Describe the types of situations in which indirect approaches of communication are adopted in framing of business messages. What are the steps that are generally followed in writing of indirect communications in business?

(10) Q.9 Briefly explain the following concepts:

Perception Job Satisfaction Total Quality Management Organizational Culture

(10) Q.10 As a Professional Trainer, you have just completed a 3 hour Training Session on the

subject of International Trade Financing for a group of twenty Management Trainees of Phoenix Bank Limited. You are keen to measure the success of the presentation and would like to know the extent to which the trainees have absorbed and benefited from the lecture. Identify four different methods by which you can obtain feedback from the trainees.

(06) Q.11 TV panel interviews conducted with prominent personalities in various fields show that

these individuals often lack good communication skills. Identify four of the most common traits which are indicative of their unsatisfactory communication skills.

(06)

(THE END)



THE INSTITUTE OF CHARTERED ACCOUNTANTS OF PAKISTAN Intermediate Examinations Autumn 2008 September 2, 2008

BUSINESS COMMUNICATION AND BEHAVIOURAL STUDIES (MARKS 100) Module C (3 hours) Q.1 Explain what do you understand by a Business Meeting and give three reasons for

convening such meetings. List the essential steps that have to be kept in focus for convening a successful business meeting? (08)

Q.2 (a) What do you understand by the term Organizational Culture? (03)

(b) List and briefly explain the four different decision-making styles of leadership. (06)

Q.3 Briefly explain any four of the following concepts:

Information Overload Horizontal Communication Filtering of Information Selective Perception Semantic Noise (10)

Q.4 Since its inception in 1980, The Citizens Housing Finance Corporation (CHFC) has been managed by executives from varied professional backgrounds and experiences. Most members of the senior management team had put in long years of service in their previous assignments and were on the verge of retirement when they were hired by CHFC. Due to the nature of the composition of its management team and the frequent changes of personnel at the senior management levels, CHFC has not been able to develop a performance–oriented organizational culture and has, over the period, adopted a highly bureaucratic style of management. This often causes friction in the internal working within the organization and gives rise to frequent complaints from regulators, customers and other stakeholders. Identify and describe four common weaknesses/shortcomings which, in your opinion, would be readily apparent in the working of CHFC as it pursues a highly bureaucratic style of management. (06)

Q.5 Fancy Apparel Company Limited is presently in the business of manufacture of garments for the middle-class segment of the market. The Company has ambitious plans to enter in the high-fashion ladies garment business. To achieve effective coordination, the management is of the opinion that various departments should be assigned specific goals of performance for the next two years in order to meet stringent delivery schedules. This is particularly important because a large number of new employees will be recruited who would work in a team environment with the existing work force. State what advantages would be achieved by implementing a formal goal setting system in the company? (09)

Q.6 List the essential components of the Communication Process. (03)



(2)

Q.7 Selection of appropriate medium of communication is of vital importance for the successful transmission of information from the sender to the target audience.

(a) Identify the circumstances in which written, oral and electronic media would be the most appropriate means of communication for delivery of information to the target audience.

(06) (b) Explain what is meant by good communication skills. (02) (c) Good communication skills are of crucial importance for senior management

positions and a busy executive in a major corporation must possess different types of communication skills for the conduct of his day-to-day responsibilities.

Identify and give five different situations and the different types of communication skills a senior executive has to utilize in each case.

(05)

Q.8 According to empirical studies conducted in widely diversified business organizations, 20 per cent of the employees perceived their jobs as most stressful, while 60 per cent of the employees considered their jobs as moderately stressful. State what do you understand by Job Stress? Identify and explain briefly how environmental, organizational and personal factors can cause high levels of stress among employees. (08)

Q.9 (a) Poor listening is often a major cause of oral miscommunication. A considerable number of persons are “inefficient listeners.” Narrate the steps that would substantially improve a person’s listening capabilities and contribute towards developing good listening skills. (05)

(b) What rules of etiquette should be followed in sending e-mail messages? (05)

Q.10 Human Resource Managers who are closely involved in the recruitment of personnel at management levels are of the opinion that a carefully-prepared resume which meets the specific requirements of the post advertised in the media stands a significantly better chance of receiving a positive response for an interview vis-a-vis a resume which follows “a shot-gun approach” and is designed to be forwarded to a wide range of prospective employers.

(a) List five attributes which would make a resume distinctive and stand apart from the “run-of-the-mill” resumes and attract the interest of a Human Resources Manager to meet and assess the prospective applicant’s suitability for the position.

(b) What are the distinctive characteristics of a chronological-format resume and a functional-format resume?

(c) Briefly enumerate the situations in which each of these types of resume is more suitable from an applicant’s standpoint for drawing a favourable response from the recruiters. (12)

Q.11 The recent surge in prices of fresh milk has created considerable resentment among the public who feel that the dairy farmers are charging exorbitant prices and making excessive profits at the cost of the consumers.

In your capacity as the Chairman of the Pakistan Dairy Farmers Association write a persuasive Letter to the Editor to be published in the dailies “Dawn” and “The Nation” explaining the viewpoint of the dairy farmers and the factors responsible for the increase in the cost of production of milk which has forced the dairy farmers to increase their prices. You may assume any data that you may choose to make the case of the Pakistan Dairy Farmers Association convincing and persuasive. Assume that the name of the Chairman is Abdul Rahim Khan. (12)

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