Business Communication and
Etiquette
Q1) Share your most memorable
interpersonal and intrapersonal interactions in the recent past at your
workplace. Which principles govern interpersonal communication? (10 Marks)
Q2) As a customer relationship
executive, it is your responsibility to convey the refusal of loan request to
your loyal customer via a letter. What steps will you take while drafting the
reply to ensure the customer continues to trust your services? (10 Marks)
Q3) You are the lead flight
attendant on your aircraft. Your prime responsibility is to guide your crew to
provide the best hospitality to the passengers so they prefer travelling with
your airlines.
a) During greeting the passengers
on board, two things are most important – eye contact and body language. What
guidance will you provide to your crew on these important non-verbal behaviors?
(5 Marks)
b) If your team encounters an
irate customer travelling alone with a baby who has been delayed by 7 hours
owing to flight cancellation, how will you communicate so that the customer
feels comfortable? (5 Marks)
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