GTU BE03000051 Professional Communication and Ethics Winter 2025 Solved Paper & Solutions

Communication barriers are the obstacles that stop a message from being sent, received or understood as the sender meant it.

Three common barriers:

1. Physical barrier: noise, distance or poor equipment. Example: a supervisor cannot be heard on the shop floor because of loud machines.
2. Language barrier: jargon, difficult words or a different mother tongue. Example: an engineer uses technical terms with a client who is not from a technical background.
3. Psychological barrier: stress, anger, fear or prejudice. Example: an employee who is afraid of the manager does not report a mistake.

Non-verbal communication is communication without words: facial expressions, eye contact, gestures, posture, tone of voice, dress and the use of space. It is important at work for these reasons:

1. It supports the words. A nod or a smile makes a spoken message clearer and stronger, and a mismatch (a "yes" with a frown) makes the listener doubt it.
2. It shows confidence and honesty. Steady eye contact and a firm posture build trust in meetings, interviews and presentations.
3. It shows feeling such as interest, boredom, stress or disagreement, when people do not say it aloud. A manager can react early.
4. It helps in noisy or multicultural places, where words may not be understood. However, the meaning of gestures differs between cultures, so care is needed.
5. It creates a professional image. Neat dress, a handshake and good posture give the first impression.

A model of communication is a simple picture of how a message goes from the sender to the receiver. Two important models are the Shannon-Weaver model and Berlo's SMCR model.

1. Shannon-Weaver model (linear model)

The source creates the message. The transmitter (encoder) turns it into a signal. The signal goes through the channel, where noise may disturb it. The receiver (decoder) turns the signal back into a message for the destination.

Key idea: noise can distort the message, so the message must be clear, and sometimes repeated.

2. Berlo's SMCR model

SMCR stands for Source, Message, Channel and Receiver. The model says that the success of communication depends on the communication skills, attitudes, knowledge, social system and culture of both the source and the receiver. The message has its content, structure, treatment and code. The channel uses the five senses.

Relevance in today's work culture

• In emails, video calls and chat, the channel is digital, and noise appears as a poor network, a wrong tone or too many messages. Shannon-Weaver reminds us to reduce it.
• In teamwork across cultures, Berlo shows that the receiver's background and skills matter, so the message should be adapted to the receiver.
• Both models show that the sender should check understanding, for example by asking for confirmation or feedback.

MEMO

To: All Staff
From: Manager, Administration
Date: 20 October 2026
Subject: Revised office timings

Please note that, from Monday, 1 November 2026, the office timings will be 9:30 a.m. to 6:00 p.m., Monday to Friday, with a lunch break from 1:00 p.m. to 1:45 p.m. The Saturday timings will not change.

All staff must be at their desks by 9:30 a.m. For any questions, contact the HR office.

Signature: R. Patel, Manager, Administration

Technical description: Smartphone

A smartphone is a handheld computer that combines a mobile phone with a camera, internet access and many apps.

Main parts: a touch display (AMOLED or LCD), a processor (SoC) with memory and storage, cameras at the front and back, a battery (lithium-ion), and sensors such as the accelerometer, gyroscope, proximity sensor and fingerprint sensor.

Unique features:

1. Multi-lens camera with night mode and autofocus.
2. 5G and Wi-Fi 6 for fast internet, with Bluetooth and NFC for payments.
3. Fast charging (30 W or more) and wireless charging in some models.
4. Face unlock and fingerprint for security.
5. High refresh rate display, for smooth scrolling and games.

Working: the processor runs the operating system (Android or iOS) and the apps. The radio chip connects to the mobile network, and the sensors give data on motion, light and position.

Uses: calls, photos, navigation, banking, learning and entertainment.

ABC Enterprises
Ring Road, Surat - 395002
Phone: 0261-2XXXXXX | Email: purchase@abcenterprises.example.in

Ref. No.: ABC/PUR/2026/118
Date: 20 October 2026

To,
The Manager,
XYZ Supplies Pvt. Ltd.,
45, GIDC Estate, Vatva,
Ahmedabad - 382445

Subject: Complaint regarding defective LED Display Panels (Model LDP-600) and Power Supply Modules (Model PSM-240W)

Reference: Our Purchase Order No. ABC/PO/2026/072 dated 2 October 2026, and your Invoice No. XYZ/INV/5531.

Dear Sir,

We received the above order at our Surat office on 15 October 2026. On inspection and testing, we found that the following items are defective:

These defects were found in the incoming inspection, and photographs and the test report are attached. The goods are not as per the specification of our purchase order, and we cannot use them in our production.

We therefore request you to:

1. Replace all the defective units with good items, or refund the amount.
2. Collect the defective items from our premises at your cost.
3. Reply in writing within seven days of this letter.

We have kept the defective items separately, and we will not use them. If the matter is not resolved in time, we will have to look at other options, including cancelling the order and giving the business to another supplier. We have been buying from you for a long time, and we hope for a quick settlement.

Yours faithfully,

(Signature)
S. K. Desai
Purchase Manager, ABC Enterprises

Enclosures: Inspection report, photographs, copy of the invoice

Persuasive speaking is a type of speech whose purpose is to change or strengthen the beliefs, attitudes or actions of the audience. The speaker uses logic (facts and reasons), emotion and the credibility of the speaker to convince the audience to accept a view or to act. Examples are a sales pitch, a campaign speech and a proposal to a manager.

Four delivery techniques used in professional presentations:

1. Voice control: speak clearly, at a good pace, with a proper volume, tone and pauses, so that the audience can follow.
2. Eye contact: look at the whole audience in turn, and do not read from the slides. It builds trust.
3. Body language: stand straight, use natural hand gestures and avoid fidgeting. Move with a purpose.
4. Use of visual aids: use simple slides, charts and demos to support the speech. The slides should not be crowded.

Other techniques are using stories, asking questions and rehearsing the talk in advance. Practice also helps the speaker to keep to the time limit and to be calm on the day of the talk.

Title: Artificial Intelligence in Everyday Life

Purpose: to inform the audience what AI is, and where they already use it. Time: about 5 minutes.

1. Introduction (attention getter)

• Start with a question: "How many times did you use AI before breakfast today?" (phone unlock, music suggestions, maps).
• State the topic and the plan of the talk.

2. Body

Point 1: What AI is. A computer system that learns from data to do tasks that need human intelligence, such as recognising speech, images and patterns.

Point 2: Where we meet AI every day.

• Phones: face unlock, voice assistants, camera effects.
• Internet and entertainment: search results, video and music suggestions.
• Travel: maps with live traffic, ride booking.
• Shopping and banking: product suggestions, fraud alerts.
• Health: wearable devices that track heart rate.

Point 3: Benefits and limits. Saves time and gives convenience, but raises concern about privacy, errors and job changes. AI can give a wrong answer with great confidence, so a human must check important results. The jobs that repeat the same steps will change most, and new jobs will appear for people who can work with AI.

3. Conclusion

• Recall the three points.
• Close with a thought: "AI is a tool, and its value depends on how wisely we use it."
• Keep the language simple, and use one example for each point, so that a listener who is not from a technical background can follow.
• Invite questions.

Internet etiquette (netiquette) is the set of rules of polite and responsible behaviour when we use the internet, such as in emails, chats, social media and online forums.

Two short examples:

1. Do not write in capital letters in an email or a message, as it looks like shouting.
2. Respect others' privacy: do not share someone's photo or personal details without their permission.

Etiquette in telephonic and online meetings is important because the people cannot see the full body language, and small mistakes are noticed quickly.

1. Respect for time: join on time, and keep to the agenda. It shows discipline and respects others.
2. Clear communication: mute the microphone when not speaking, speak clearly, and do not talk over others. It avoids confusion and noise.
3. Professional image: dress properly, keep a neat background and keep the camera on if asked. It builds trust.
4. Attention and respect: do not multitask, check the phone or type loudly. Focus shows that you value the meeting.
5. Good closing: thank the participants and share the notes or the next steps. It makes the meeting productive.

Good etiquette makes the meeting effective and leaves a good impression about you and your organisation.

Etiquette means polite and proper behaviour at work. A lack of etiquette can damage a professional reputation, as people judge us from the way we act more than the way we say it. The effects can be seen in the following ways.

1. First impression and trust

Coming late, wearing improper dress or using a rude tone gives a bad first impression. Colleagues and clients may doubt the person's seriousness and reliability, and trust once lost is difficult to win back.

2. Teamwork and relations

Interrupting others, ignoring emails or taking credit for a colleague's work harms relations. Colleagues avoid working with such a person, and the team suffers.

3. Career growth

Managers choose for promotion those who are dependable and respectful. A skilled person with poor behaviour may be passed over, since leaders need people who can work with others.

4. Reputation of the organisation

A rude reply to a customer, or a careless post on social media, reflects on the whole company, and may cause loss of business. A single viral post can do large damage.

5. Long lasting effect

Reputation spreads by word of mouth and references. In a small professional circle, a bad name can follow a person to the next job.

Evaluation

Etiquette alone does not make a person competent, so skill is also needed. But skill without etiquette is not enough, as modern work depends on cooperation. So etiquette is a basic professional skill, and it protects one's reputation.

Stress management is the use of methods to control and reduce stress, so that it does not harm the body, the mind or the work. Methods include time planning, exercise, rest, relaxation, and talking to someone.

It is important for professionals because too much stress causes illness, poor focus, mistakes and conflicts. With good stress management the professional can work with a clear mind, take better decisions, remain healthy and keep a balance between work and life.

SWOT analysis of myself as a communicator (an example for an engineering student):

Plan: I will take part in every seminar, practise in front of friends, and ask for feedback to turn my weakness into strength.

The situation: an employee is under pressure to work overtime, and wishes to refuse. We look at it from the ethical point of view.

1. Rights and duties

• The employee has a right to rest, health and personal time. Overtime beyond the legal limit or the contract is not a duty.
• The employee also has a duty of loyalty and responsibility to the team, mainly when there is an urgent deadline.

2. Ethical arguments for refusing

• Health and safety: a tired engineer can make mistakes that harm others, so refusing may be a duty, mainly in safety critical work.
• Fairness: the work must be paid, and the employer must not exploit workers. Forced unpaid overtime is unfair.
• Work-life balance: the right of the person to family and personal life.

3. Ethical arguments against refusing

• The team depends on the person, and refusing may put extra load on colleagues.
• In a real emergency (a breakdown or a customer deadline), a short overtime may be a fair duty to the organisation.

4. The ethical way to act

1. Check the contract and the law on the working hours and the overtime pay.
2. Explain the reason politely and in time, for example health or an exam, and not just refuse.
3. Offer an alternative: to finish the task earlier, to work on another day, or to share the load.
4. Agree to occasional overtime for a real emergency, if it is paid and fair.
5. If the pressure continues, raise the matter with HR or a senior.

Evaluation

Refusing overtime is ethical when the demand is unfair, unpaid or unsafe. It is not ethical to refuse just to avoid responsibility. The best way is a polite, honest and reasoned talk, and a fair solution.