Explore topic-wise InterviewSolutions in .

(a) Yes. 

(b) Qualities of Good Leader 

(1) Physical Features :

Physical features like height, weight, health, appearance determine the physical personality of a leader. 

(2) Knowledge:

A good leader should have required knowledge and competence.

(3) Honesty:

A leader should possess high level of honesty. 

(4) Initiative :

A leader should have courage and initiative.

(5) Communication Skills :

A leader should have the capacity to clearly explain the ideas.

(6) Motivation Skills :

The leader should have the ability to motivate the subordinates by satisfying their needs.

(7) Self Confidence:

A leader should have high level of self confidence.

Measures to overcome communication barriers are:

(a) Simple language: The sender of the message should use simple language and commonly known words. It is better for sender to use that language which is known to the receiver.

(b) Clarify the idea before communication: The entire problem or message to be communicated by sender should be studied in depth and stated in such a manner that is clearly conveyed to subordinate or receiver.

(c) Consult others before communication: It is better to involve subordinate (receivers) to get acceptance or willing co-operation from them, before actually communicating the message.

(d) Ensure proper feedback: The communication is said to be successful when desired feedback is received by the sender. So, the receiver should be encouraged to respond and to be more responsive regarding the message sent.

(e) Communicate for present as well as future: Generally commitment is done to meet present needs and commitment. But to maintain consistency the communication should aim at future goals of the organisation also.

(f) Follow up communication: There should be regular follow up and review of the information/ instructions given to the subordinate (receiver) such follow up helps in removing hurdles in implementing the instructions.

(g) Communicate according to the needs of the receiver: Manager should adjust his communication according to the education and understanding level of the subordinates.

(h) Be careful about language and content of message: The content of the message, tone, language and manner in which the message is to be communicated are some important aspects of effective communication. The language should be understandable to the receiver.

(i) Convey things of help and value to the listeners: While conveying message to others, it is better to know the interest and needs of the people with whom you are communicating.

Some other semantic barriers are:

(i) Unclear Message: Lack of clarity and precision in a message makes it badly expressed. When language of the message is vague, imprecise or there is use of wrong words or omission of needed words, then communication becomes ineffective as intended meaning is not conveyed.

(ii) Faulty Translations: Sometimes messages are in a language, which may not be clearly understandable to the receiver In such cases, it becomes necessary to translate the message into a known language. If the translator is not proficient in translation, it may act as a barrier in communication.

(iii) Technical jargons: Many specialists or experts make use of technical jargons (terminology) to communicate message, which may not be understood by the receiver. It leads to poor communication.

(iv) Symbols with different meaning: The same word or symbol may carry different meanings to different people and convey different meanings under different circumstances.

(v) Unclarified assumptions: Sometimes the receiver may misinterpret the assumptions drawing different meaning from what sender wants to communicate. For example, Boss may instruct the subordinate to take care of the goods. He may mean that take care of the quality of goods whereas workers may understand that he is instructing to keep the goods safely.

(vi) Body language and gesture decoding: Along with verbal communication another important mode of communication is body language and gestures shown by person who is talking. If the verbal communication is not matching with the body language then workers may get confused and misunderstand the meaning.

Motivation: The process of stimulating people to perform action and to make it possible to have maximum work satisfaction is called motivation.

Characteristics of motivation:

1. internal inspiration:

• Motivation is that strength or power which arises from inside of the individual.
• The feeling of motivation makes the person realize that something is lacking and when he gets inspired he marches to do .activity which can overcome that feeling of lacking.
• For example, a student may feel that he lacks in mathematics which is not allowing him to reach desired results. If he gets this realization, he may become motivated to work for it.

2. Psychological concept:

• Motivation is a psychological phenomenon.
• The mental status and approach of every person is different.
• As a result, the need of internal inspiration and its format is also different for every person.

3. Increases efficiency of employees:

• Motivated workers are encouraged to produce more.
• Motivation boosts their morale. Their productivity and efficiency also increase.
• Overall, these things together increase the profitability of business.

4. Continuous process:

• Once motivation process has started, it remains continuous.
• Employees should be motivated regularly to get the work done from them.
• Motivational direction and guidance should be provided to them.

5. Reduction in labour turnover rate:

• Motivation gives internal satisfaction to the employees and inspires them.
• Although workers get remuneration as per their work, motivation becomes an add-on to provide them satisfaction and respect.
• This keeps them motivated to stay in the organization and remain loyal to the company.

6. Achievement of goals: Motivation inspires the workers to function effectively. So, achievement of personal and business objectives become possible and easier.

7. Wider scope:

• Motivation is a wide concept.
• Motivation includes different terms like need, motive, desire, emotion, aim, choice, will power, eagerness, temptation, etc.

8. Adapting to changes in the organization:

• In modern time changes takes place very fast in industries and organizations. These changes constantly affect production, technology, raw material and other activities.
• Generally, the workers are not prepared to accept these changes quickly. They are reluctant towards new changes.
• If they are motivated well they will be able to adapt changes faster and easily. .

9. Tool to get co-operation: Motivation gives job satisfaction to the employees. As a result, they co-operate to their higher authorities.

10. Positive attitude:

• Motivation makes the attitude of people positive.
• Workers often face several problems. When these problems are heard and solved, they experience a feeling of respect for staffing as well as organization.
• They work, as if they are a part of the organization. Such a style of work makes possible the development of employees and business unit.

11. One of the functions of management:

• Motivation is an important part of the management.
• Managers have to get the work done from the living resources like employees and not from physical resources. Therefore, to motivate, is an important function.

A leader should possess following qualities:

1. Physical qualities:

• Leader should possess good health. In fact, it is a prime requisite for an effective leader.
• Other than health, physical structure, well-built physique and cheerful nature inspires the subordinates.

2. Intellectual qualities:

• A good leader should be intelligent.
• He should have intellectual qualities such as decision making power, mental ability, grasping power, scientific approach, curiosity, reasoning ability, foresight as well as different skills like elocution, calculative skill, knowledge of inter-relation, human skills, etc.

3. Psychological qualities: Leader should have qualities like pleasant personality, zeal, courage, sense of co-operation, tact, interest in work, affection, patience, etc.

Measures to overcome communication barriers are:

(a) Simple language: The sender of the message should use simple language and commonly known words. It is better for sender to use that language which is known to the receiver.

(b) Clarify the idea before communication: The entire problem or message to be communicated by sender should be studied in depth and stated in such a manner that is clearly conveyed to subordinate or receiver.

(c) Consult others before communication: It is better to involve subordinate (receivers) to get acceptance or willing co-operation from them, before actually communicating the message.

(d) Ensure proper feedback: The communication is said to be successful when desired feedback is received by the sender. So, the receiver should be encouraged to respond and to be more responsive regarding the message sent.

(e) Communicate for present as well as future: Generally commitment is done to meet present needs and commitment. But to maintain consistency the communication should aim at future goals of the organisation also.

(f) Follow up communication: There should be regular follow up and review of the information/ instructions given to the subordinate (receiver) such follow up helps in removing hurdles in implementing the instructions.

(g) Communicate according to the needs of the receiver: Manager should adjust his communication according to the education and understanding level of the subordinates.

(h) Be careful about language and content of message: The content of the message, tone, language and manner in which the message is to be communicated are some important aspects of effective communication. The language should be understandable to the receiver.

(i) Convey things of help and value to the listeners: While conveying message to others, it is better to know the interest and needs of the people with whom you are communicating.

Directing: 

In layman language, direction means to guide the workers, make them aware of the work, supervise them and to maintain their enthusiasm for the work.

Characteristics of directing: 

1. Goal oriented activity: The purpose of directing or say direction is to guide and motivate the employees to achieve business goals. Thus, direction is a goal oriented activity.

2. Function at every level of management:

• Direction is such a function which is used at every levels of management.
• The top level managers direct departmental officers regarding target, policy and administrative matters.
• Similarly, at the bottom level the supervisors give orders and instructions to the foremen and jobbers.
• The jobbers and foreman direct the workers working under their control.
• Thus, direction moves from top level to the bottom level of management.

3. Continuous process: As long as the organization exists, the function of direction will also continue. Thus, direction is a continuous process.

4. Observation of functions: One of the chief functions of directing is observing whether employees are working as per instructions given to them or not.

5. Wider scope: Directing is not merely guiding and advising to the employees but also making them understand the business decisions and encourage them to work for their implementation.

6. Communication:

• It is highly important to have an effective communication channel for giving orders and guidance to the employees.
• Under ineffective communication process it is difficult to give right direction to the right employee at the right time.

7. Motivation:

• It is necessary to motivate the employees so that they put their best efforts for the organization.
• Higher authorities guide the employees personally. Such guidance solves the problems and doubts of employees, generates faith in them and motivates them to do better work.

8. Flow of direction: Direction always moves from top level to bottom level management. Top level management gives guidance to the managers of middle level management and middle level management directs the workers of bottom level management. Hence, the flow of direction is downwards.

9. Managerial function: Just like other management functions such as planning, organizing, staffing, etc., direction is also a management function.

a. Honesty: a leader should be honesty and his honesty will make his subordinates follow him.

b. Ability to delegate: a successful leader should have qualities of delegating authority and responsibility to his subordinates. So that they can participate ineffective management.

c. Communication: a successful leader should be good at communication only then he can influence, motivate and direct his subordinates.

d. Confidence: he should be self-confident and should be able to create confidence in his sub-ordinates.

e. Willingness to take risk: he should be willing to take a calculated risk and should be ready for any unexpected happenings.

f. Positive attitude: a leader should have a positive attitude towards achieving the goals and also instill the same in his sub-ordinates.

g. Creativity: a leader should think beyond the existing possibilities. New ideas many bring best results so he should have creative mind.

h. Emotional stability: leader must be able to control his emotions and sentiments. He should think intellectually and not sentimentally or emotionally.

i. Art of management: a leader should have the art of managing the subordinates.

j. Passion: leader should be passionate about his work and he passes oh this trait to sub-ordinates too.

k. Initiative: leader should lead by initiating the things he should not wait for things to happen.

l. Ability to listen: he should be a good listener. He should not only listen to the direction given by his superiors but also listen to subordinates.

Importance of Leadership: 

1. A leader inspires, supports and influences the behaviour of subordinates to achieve the organisational objective. 

2. Effective leadership helps to achieve a harmonious relation between the management and subordinates. 

3. Leadership helps to create job satisfaction among employees by providing good working condition. 

4. A good leader persuades the people to accept and carry out the desired change. 

5. A leader handles conflicts effectively. 6. Leader provides training to their subordinates. 

7. Effective leadership helps to increase efficiency and productivity

Following steps can overcome barriers of communication:

1. Communication system should be arranged as per organizational structure and it should not obstruct the information.
2. Information given by sender should be precise so that the receiver can understand properly.
3. Various mediums of communication have ‘different effects. Therefore, an appropriate medium of communication should be selected.
4. Communication is a two way process. So, it should be done in such a manner that information flows in both the directions easily.
5. Feeling of mutual trust and co-operation is must between two parties who are communicating.
6. Communication channel should be as short as possible so that, neither the flow of information stops nor there is any delay in communication.
7. Communication system’ should be fast.
8. Communication system should be goal-oriented.
9. Broadcasting of unnecessary information increases the burden of communication. So the broadcasting of information should be proper.
10. Communication system should be evaluated periodically. This helps to make changes as per changing situations and technology.
11. During the entire process of communication, sender should not have any personal interest in it. For example, at times the message sender hides few messages or purposefully gives incomplete information or presents it eccentrically. This should not happen.

Barriers of effective communication:

• Communication is a human activity and so there are chances of problems in this process.
• The factors of human limitations such as affection, mistakes, estimations, misunderstanding, distrust, fear, etc. that affect communication are called barriers of communication.

Following barriers come in the way of effective communication: 

1. Lack of planning: If the order of information is not planned, sender will give wrong, unclear and incomplete information.

2. Faulty translation: Employees working at middle level receive messages from top level. At times such messages may not be in mother-tongue. The middle level staff analyzes these messages on their own and sends them at bottom level. The middle level person may make mistakes in translating the message.

3. Unclear messages:

• At times, important matters may be presented in an unclear manner. Also, the words and sentences in the message may be arranged in improperly.
• There are chances that these messages fail to give clarity to the receiver.

4. Unclear assumptions: Many messages depend upon guess work and assumptions. If these are not clarified while transmitting messages, their meaning and importance might . change when at the receiver’s end.

5. Shortage of time:

• Many times decisions are taken on the basis of information. After getting information, it is to be implemented.
• However, if information is not available on time, then the message loses its importance and effectiveness.

6. Overburden in communication:

• There is a constant and continuous exchange of communication in large industries. A high flow of communication over-burdens people.
• If information is transmitted and received by someone who may be over-burdened, then he may not be able to maintain precision of information and just conduct the task of communication.
• This may prove quite harmful for the organization.

7. Ignorance towards messages:

• Many times higher managers or bottom level employees remain inattentive and careless regarding messages. Due to their carelessness the message may not be transmitted or understood properly further.
• This can create several problems in the overall work processes.

8. Improper selection of media: There are specific mediums of communication for fulfilling a desired task. If these mediums are not selected properly then they may become barriers to communication. For example, if change in quantity to be produced is mentioned orally rather than in written form then it may lead to blame-game if the production is not done as per the desired change.

9. Distrust and fear:

• If fear and distrust exists in the organization, every message is perceived with doubt. This is because people might fear of being held responsible for things unnecessarily.
• At times information is changed due to the fear that correct information will lead to punishment or fine.
• Hence, based on some bitter experiences of the past, the correct information or message may be edited or not passed.

The supervisor can take help of monetary incentives to motivate the workers. Their wages can be linked to productivity, they can earn more incentives besides wages by producing goods. Supervisor should also play the role of a good leader and encourage them to accept any kind of work as it would lead to increase exposure to the industry and better job prospects.

Qualities of Good Leader:

• Physical Features: Physical features like height, weight, health, appearance determine the physical personality of a leader. 
• Knowledge: A good leader should have required knowledge and competence.
• Honesty: A leader should possess high level of honesty. 
• Initiative: A leader should have courage and initiative. 
• Communication Skills: A leader should have the capacity to clearly explain the ideas. 
• Motivation Skills: The leader should have the ability to motivate the subordinates by satisfying their needs. 
• Self Confidence: A leader should have high level of self confidence.

Qualities of Good Leader 

(1) Physical Features :

Physical features like height, weight, health, appearance determine the physical personality of a leader.

(2) Knowledge:

A good leader should have required knowledge and competence. 

(3) Honesty:

A leader should possess high level of honesty. 

(4) Initiative :

A leader should have courage and initiative.

(5) Communication Skills :

A leader should have the capacity to clearly explain the ideas. 

(6) Motivation Skills :

The leader should have the ability to motivate the subordinates by satisfying their needs.

(7) Self Confidence:

A leader should have high level of self confidence.

Qualities of Good Leader 

(1) Physical Features :

Physical features like height, weight, health, appearance determine the physical personality of a leader. 

(2) Knowledge:

A good leader should have required knowledge and competence. 

(3) Honesty:

A leader should possess high level of honesty. 

(4) Initiative :

A leader should have courage and initiative.

(5) Communication Skills :

A leader should have the capacity to clearly explain the ideas.

(6) Motivation Skills :

The leader should have the ability to motivate the subordinates by satisfying their needs.

(7) Self Confidence:

A leader should have high level of self confidence.

Qualities of Good Leader 

(1) Physical Features :

Physical features like height, weight, health, appearance determine the physical personality of a leader. 

(2) Knowledge:

A good leader should have required knowledge and competence. 

(3) Honesty:

A leader should possess high level of honesty. 

(4) Initiative :

A leader should have courage and initiative.

(5) Communication Skills :

A leader should have the capacity to clearly explain the ideas.

(6) Motivation Skills :

The leader should have the ability to motivate the subordinates by satisfying their needs. 

(7) Self Confidence:

A leader should have high level of self confidence.

Barriers of communication.

Lack of planning, Faulty translation, Unclear messages and unclear assumptions, etc.

The factors of human limitations such as affection, mistakes, estimations, misunderstanding, distrust, fear, etc. that affect communication are called barriers of communication.

Informal communication takes place outside the official channels of communication. It fills the gaps that might exist in the formal communication. Merits of Informal communication are 

(i) It helps the members to discuss the matters which cannot be discussed at the official level. 

(ii) It is a way of knowing the reactions and opinions of the people about a change. 

(iii) It helps in building team spirit. 

(iv) The information flows at a faster speed.

1. Communication system should be arranged as per organizational structure and it should not obstruct the information, and
2. Information given by sender should be precise so that the receiver can understand properly

The supervisor can make use of monetary incentives to motivate the workers. Their wages can be linked to productivity. They can earn more incentives, besides wages by producing more goods. The supervisor should also play the role of a good leader and encourage them to accept any kind of work as it would lead to increase exposure to the industry and better job prospects.

The qualites of leaders which the manager of the insurance company must possess are 

(i) Intelligence 

(ii) Good communication skills 

(iii) Self confidence, integrity and honesty 

(iv) Good listener 

(v) Pleasing personality

Leadership :

Leadership can be defined as the process of influencing the behaviour of employees at work towards the accomplishment of organisational objectives. 

Qualities of Good Leader

(1) Physical Features :

Physical features like height, weight, health, appearance determine the physical personality of a leader. 

(2) Knowledge:

A good leader should have required knowledge and competence. 

(3) Honesty:

A leader should possess high level of honesty. 

(4) Initiative :

A leader should have courage and initiative. 

(5) Communication Skills :

A leader should have the capacity to clearly explain the ideas. 

(6) Motivation Skills :

The leader should have the ability to motivate the subordinates by satisfying their needs. 

(7) Self Confidence:

A leader should have high level of self confidence.

Leadership Style

(1) Autocratic or Authoritarian Leader :

An autocratic leader gives orders and expects his subordinates to obey those orders. Here communication is only one-way with the subordinate.

(2) Democratic or Participative Leader :

A democratic leader encourages subordinates to participate in decision making. They respect the other’s opinion and support subordinates to perform their duties.

(3) Laissez Faire or Free rein Leader:

Here the followers are given a high degree of independence to formulate their own objectives and ways to achieve them.

The higher-order needs can be satisfied through.

1. Career advancement opportunity 

2. Assignment of challenging job 

3. Perquisites 

4. Participation in management decisions

The most suitable model for formal communication is given below – Barriers to effective communication. 

1. Barriers due to organizational structure: An organizational structure is complex with numerous levels in between which creates distance between the top management and the workers. With long lines of communication, there is a possibility of a message losing its significance.

2. Psychological Barriers: Everyone perceives information in the light of their own experiences, prejudices and thinking.

3. Inability to communicate: The lack of ability to communicate leads to misunderstanding and confusion. Different people assume different meanings for the same words.

4. Status and Position: Sometimes, effective flow of communication is hampered by status and position of the sender and receiver.

Measures to overcome the Barriers : 

1. Clarity in the thoughts of the sender is a must for effective communication. 

2. The sender should try to make the message meaningful and understandable. 

3. Message should be precise and to the point. 

4. The sender should always take feedback from the receiver.

Financial incentives: Financial incentives refer to incentives which are in direct monetary form or measurable in monetary term and serve to motivate people for better performance. 

The financial incentives used in organizations are listed below.

1. Pay and allowances: For every employee, salary is the basic monetary incentive. It includes basic pay, DA and other allowances. Salary system consists of regular increments in the pay every year and enhancement of allowances from time to time.

2. Productivity linked wage incentives: Several wage incentives aim at linking payment of wages to increase in productivity at individual or group level.

3. Profit-sharing: Profit sharing is meant to provide a share to employees from the profits of the organization This serves to motivate the employees to improve their performance and contribute to an increase in profits.

4. Co-Partnership/Stock option: Under these incentive schemes, employees are offered company shares at a set price which is lower than market price. The allotment of shares creates a feeling of ownership to the employees and makes them to contribute more for the growth of the organization.

5. Retirement benefits: Several retirement benefits such as provident fund, pension and gratuity provide financial security to employees after their retirement. These act as an incentive when they are in service in service in the organization.

6. Perquisites: In many companies, perquisites and fringe benefits are offered such as car allowance, housing, medical aid, and education etc over and above the salary. These measures help to provide motivation to the employees/managers.

Non-financial Incentives: Incentives that help in fulfilling one’s psychological, emotional and social needs are known as non-financial incentives.

Some of the non-financial incentives are given below.

1. Status: Status means ranking or high positions in the organization. Whatever power, position and prestige an employee enjoys in the organization are indicated by their status. Psychological, social and esteem needs of an individual are satisfied by status given to their job. 

2. Organizational climate: This indicates the characteristics which describe an organization and distinguish one from the other. Individual autonomy, reward orientation, consideration to employees, etc are some of the positive features of an organization. If managers try and include more of these in an organization it helps to develop a better organizational climate.

3. Career Advancement Opportunity: Managers should provide opportunity to employees to improve their skills and be promoted to higher-level jobs. Appropriate skill development programs and sound promotion policy will help employees to achieve promotions. Promotions have always worked as tonic and encourage employees to exhibit improved performance.

4. Job enrichment: Job enrichment is concerned with designing jobs that include greater variety of work contentment and requires higher of knowledge and skill, to give workers more autonomy level and responsibility and provide opportunity for personal growth and a meaningful work experience

5. Employee recognition programs: Recognition means acknowledgment with a show of appreciation. When such appreciation is given to the work performed by employees, they feel motivated to perform/work at a higher level, eg.,

(a) Congratulate the employee on the completion of a difficult task. 

(b) Displaying names of star performers 

(c) Installing awards 

(d) Distributing mementos’

6. Job Security: Employees want their job to be secure. They want certain stability about future income and work so that they do not feel warned on these aspects and work with greater zeal. There is only one problem with this incentive i.e., when people feel that they are not likely to lose their jobs, they may become relaxed.

7. Employee participation: It means involving employees in decision making about the issues related to them. In many companies, these programs are in practice in the form of joint management committees, work committees, canteen committees etc.

8. Employee Empowerment: Empowerment means giving more autonomy and powers to subordinates. Empowerment makes people feel that their jobs are important. This feeling contributes positively to the use of skills and talents and job performance.

The qualities of leadership which the manager of the Insurance company must possess are 

1. Intelligence 

2. Good communication skills 

3. Self-confidence, integrity and honesty 

4. Being a good listener 

5. Pleasing personality

i. Increase in social evils

ii. Encouragement of drinking habits

iii. Improper way of motivation.

(a) Two communication barriers are:

(i) Personal barrier/Lack of confidence of superior on his subordinates.

(ii) Organisational barrier/Organisational facilities.

(b) Personal barrier:

(i) Fear of challenge to authority may make the superior withhold communication.

(ii) Unwillingness to communicate on the part of the subordinates may arise if they perceive that the communication may adversely affect their interests.

(iii) Lack of proper incentives may hinder the initiative of the subordinates to communicate.

Organisational barrier:

(i) Organisational policy may not be supportive to free flow communication.

(ii) Rigid Rules and regulations may delay communication.

(iii) Status of the superior may not allow his subordinates to express their feelings freely.

(iv) Complexity in organization structure leads to delayed and distorted communication.

As the individual are heterogeneous in their expectations, perceptions and reactions and the same type of motivation technique used for them may not have uniform effect on all the members, that is why motivation is called as complex process.

Motivation is called a complex process as any motivator may not have a uniform effect on all the numbers.

Motivation is called a complex Process because individuals are heterogeneous in their expectations, perceptions and reactions.

(a) (i) Lack of confidence of superiors in his subordinates: If superiors do not have confidence in the competency of their subordinates, they may not seek their advice or opinions.

(ii) Organisational policy: If the organisational policy, explicit or implicit, is not supportive to the free flow of communication, it may hamper effectiveness of the communication. For example, In an organisation with highly centralised pattern, people may not be encouraged to have free communication.

(b) Rules and Regulations: Rigid rules and cumbersome procedures may become a hurdle to the communication. Similarly, communication through prescribed channels may result in delays.

1. Two Communication barriers are:

i. Organisational policy (Organisational Barrier)

ii. Distrust (Psychologial Barrier)

2. One more barrier each of the types identified in [A] above:

i. Organisation Barrier Rigid rules and regulation may delay communication.

ii. Psychological Barrier Lack of attention, i.e., non-listening of the sender properly acts as a major psychological barrier.