bc mb0023-39

(MBA –I sem)BUSINESS COMMUNICATION (MB 0023/39)

UNIT 1

PART A

Question 1 : Communication becomes a two-way process when there isa. Receiver b. Channel c. Feedback d. Message

Question 2 : The following is true of face-to-face communicationa. No possibility of non-verbal communication b. No immediate feedback c. Impersonal nature d. Ability to solve problems

Question 3 : A constructive review of performance includes all the following, excepta. Positive feedback b. Criticizing the employee c. Pointing out areas for improvement d. Counseling the employee

Question 4 : A signal that triggers the response of the sender is known asa. Feedback b. Context c. Message d. Channel

Question 5 : A smile is an example of _________feedbacka. Written b. Oral c. No d. Non-verbal

Question 6 : A tendency to judge the views of others isa. Individual barrier b. Organizational barrier c. Channel barrier d. Non-verbal barrier

Question 7 : All the following are characteristics of communication, excepta. Dynamic b. Unavoidable c. process d. One way exchange of information

Question 8 : An example of an organizational barrier to communication isa. Negative body language b. Use of a foreign language c. No coordination between departments d. Wrong choice of channel

Question 9 : An example of individual action to overcome barriers to communication isa. Active listening b. Using multiple communication channels c. Departmental coordination d. Reducing the number of levels in an organization

Question 10 : An example of organizational action that could be taken to overcome barriers to communication isa. Carefully worded messages b. Climate of openness c. Passive listening d. Selection of right channels

Question 11 : Anderson defines communication as follows Communication is the ____________ by which we understand others and endeavor to be understood by thema. Act b. Exchange c. Process d. Communion

Question 12 :Another name for an environmental barrier to communication is

MBA –I (Business Communication )(MB 0023/39)

a. Physiological noise b. Psychological noise c. Physical context d. Physical noise Question 13 : Another name for receiver isa. Sender b. Encoder c. Decoder d. Transmitter

Question 14 : Body language includesa. Physical appearance b. Arriving on time c. Tone of voice d. Gestures

Question 15 : Communication can lead to improved employee performance at the time ofa. New technology introductions b. Conflicts between co-workers c. Performance appraisal d. Interaction with external audiences

Question 16 : Communication is a process involving the selection, production and transmission of signs in such a way as to help a receiver perceive a meaning similar to that in the mind of the communicator. This definition of communication was given by:a. Fotheringham b. Bellows, Gilson and Odirone c. Newman and Summer d. Berelson and Steiner

Question 17 : Communication skills include all the following, excepta. Oral skills b. Written skills c. Technical knowledge d. Listening skills

Question 18 : Communication starts with :a. Feedback b. Channel c. Sender d. Message

Question 19 : Differences in values and perceptions is aa. Individual barrier b. Cultural barrier c. Semantic barrier d. Linguistic barrier

Question 20 : Noise may be classified into the following number of categories :a. Three b. four c. Five d. Two

Question 21 : Non-verbal barriers to communication include all the following, excepta. Gestures b. Facial expressions c. Tone of voice d. Use of technical language

Question 22 : Semantics refers toa. Grammar and vocabulary b. Pronunciation and accent c. The meaning of words d. Tone of voice

Question 23 : The external environment of an organization includesa. Superiors b. Government c. Subordinates d. Co-workers

Question 24 : The new model of business is based ona. Teamwork b. Information Management c. Individual action d. Customer focus

Question 25 : The number of key elements in the communication process is :a. Six b. Four c. Seven d. Five


Question 26 : The success of communication depends ona. Sender b. All the communication elements c. Channel d. Receiver

Question 27 : Which of the following elements of communication can be intentional or unintentionala. Channel b. Receiver c. Sender d. Message

Question 28 : Which of the following is not a type of contexta. Chronological b. Psychological c. Social d. Physical

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20c d b c d a d c a b c d c d c a C c b a21 22 23 24 25 26 27 28 29 30d c b a c b d b

PART B

Question 1 : A management trainee in a company writes a letter to the government, asking the government to contribute part of the funds for a community project. The request is turned down because of :a. Unclear message b. Wrong sender c. Wrong channel d. Wrong interpretation of message

Question 2 : A sales manager makes a presentation to his sales team using Power Point. Many of the slides are difficult to read, since they have too much text. This is one type ofa. Environmental barrier b. Channel barrier c. Linguistic barrier d. Semantic barrier

Question 3 : Arriving ahead of time for a meeting is an example ofa. Non-verbal communication b. Feedback c. Etiquette d. Body language

Question 4 : Arriving ahead of time for a meeting is an example of a. Body language b. Non-verbal communication c. Etiquette d. Feedback

Question 5 : Being egocentric and believing that your own ideas are more valuable than the speakers, could interfere with the listening process. This is an example ofa. Physiological noise b. Physical noise c. Cultural barrier d. Psychological noise

Question 6 : Business letters, reports, email, circulars and notices are all examples ofa. Messages b. Feedback c. Channels d. Senders

Question 7 : Creating a climate of openness involves all the following, except:a. Encouraging employees to express their views b. Coordination between departments c. Criticizing employees for poor performance d. Smooth flow of information

Question 8 : During a job interview, you answer all the questions asked perfectly, but are dressed in casual clothes and slouch in your chair. In this case, communication fails because of :a. Wrong receiver b. Wrong sender c. Wrong context. d. Wrong message

Question 9 : Hard skills include the following :


a. Team skills b. Computer skills c. Domain knowledge d. People skills

Question 10 : Sitting with an erect posture, nodding with appreciation, taking notes and asking questions are all examples of :a. Non-verbal communication b. Active listening c. Body language d. Feedback

Question 11 : Suggestions given by an employer to an employee on how to improve performance are an example of a. Sender b. Receiver c. Feedback d. Message

Question 12 : The advertising slogan Nothing sucks like an Electrolux for Electrolux vacuum cleaners was a failure in the American context, because of the negative meaning of sucks. This is an example of :a. Linguistic barrier b. Cultural barrier to communication c. Semantic barrier d. Channel barrier

Question 13 : The message sent is not always the same as the meaning attached to the message. This is because of the :a. Wrong sender b. Inaccurate decoding c. Wrong medium d. Faulty message

Question 14 : The message sent is not always the same as the meaning attached to the message. This is because of the :a. Inaccurate decoding b. Wrong sender c. Wrong medium d. Faulty message

Question 15 : Which of the following channels would be most appropriate for solving work related problems?a. Telephone b. Email c. One-to-one meetings d. Group meetings

Question 16 : Which of the following channels would be most appropriate for solving work related problems?a. One-to-one meetings b. Telephone c. Email d. Group meetings

Question 17 : You complain to your boss about a difficult co-worker through email, but do not receive any response. In this case, communication fails because ofa. Individual barrier b. Organizational barrier c. Linguistic barrier d. Channel barrier

Question 18 : Your boss turns down your request for long leave since a number of employees have recently left the company. This is an example of :a. Cultural context b. Chronological context c. Social context d. Physical context

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20b a a b d c c d c b c c b a c a D b

PART C

Question 1 Match The following1 Cultural barrier i A “know-it-all” attitude2 Individual barrier ii Messages with multiple meanings


3 Semantic barrier iii Importance given to punctuality 4 Organizational barrier iv Suppressing unofficial communication

channels

a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 – ic. 1- iii , 2 – i , 3 – ii , 4 - iv d. 1- i , 2 – iii , 3 – iv , 4 – ii

Question 2

Match The following1 Linguistic barrier i Overuse of computer terminology 2 Environmental barrier ii Gender bias3 Cultural context iii Noise of machines4 Passive listening iv Lack of eye contact

a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- iv , 2 – iii , 3 – ii , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 3 : Occupational Safety and Health Administration, an organization responsible for inspecting residential buildings and for ensuring that maintenance and repair work is carried out, sent a letter to a construction company, warning them about a lift slab problem in a building that they had recently constructed. They strongly advised the company to reinforce the lift slab as soon as possible at their own cost, failing which the building would collapse. The construction company understood the letter to mean that the problem could arise at a future date and simply filed the letter, taking no action. They thought that it was just a way of making them spend money. Two weeks later, the building collapsed as predicted and thirty people were crushed to death.

In the above case, communication fails because of

a. Badly worded message b. Wrong channel c. Psychological noise d. Wrong interpretation of the message

Question 4 : Occupational Safety and Health Administration, an organization responsible for inspecting residential buildings and for ensuring that maintenance and repair work is carried out, sent a letter to a construction company, warning them about a lift slab problem in a building that they had recently constructed. They strongly advised the company to reinforce the lift slab as soon as possible at their own cost, failing which the building would collapse. The construction company understood the letter to mean that the problem could arise at a future date and simply filed the letter, taking no action. They thought that it was just a way of making them spend money. Two weeks later, the building collapsed as predicted and thirty people were crushed to death.

Communication failure in the above case could have been avoided by

a. Sending the message to residents of the building. b. Wording the message more accurately c. Using the oral channel of communication d. Ensuring that message received is the same as message sent


Note : Read the following case & answer Q. No. 5 , 6 & 7

A supervisor in a factory questioned his night staff, because there had been several hours of down time the previous night. “Who is responsible for this crisis?” he asked angrily. The staff remained silent.“ We are going to stay here till someone tells me the truth. This is not what I expected from you”, said the supervisor. As the supervisor stood there eyeballing the night staff, they shifted uncomfortably, looked at their watches and fidgeted. No one spoke a word. A lot of time was wasted and relationships were under strain.Finally, the meeting was called off. The night staff went away with no idea of what they should do, if a similar problem arose in future.

Question 5 : In this case, communication breaks down because of?a. Wrong context b. Feedback c. Faulty message d. Wrong channel

Question 6 : The feedback or response of the night staff to the supervisor’s message in the above case may be described as?a. Written feedback b. Oral feedback c. Non-verbal feedback d. No feedback

Question 7 : Taking the above case as an example, the communication could have been made successful through?

a. More positively worded message b. Making the staff stay till a solution is found c. The written communication channel d. Positive tone of voice

Question 8 : Prasad : Umesh, I want you to call Satish tomorrow morning at 9 am and tell him that our company policy states that orders must be placed at least 48 hours in advance, in order to get supplies the following working day. Let him know that we appreciate his business. Listen to his concerns and be positive. Report back to me tomorrow. If he does not agree to our policy, I will talk to him and see what can be worked out.

Umesh : ( paraphrases the above message)Prasad : That’s right. We have to negotiate a realistic time with Satish. We’ll discuss this at 10.30 am tomorrow.

Umesh : Sure. I’ll report back to you at 10.30am tomorrow.Prasad : Great! Thanks for your help.

In the above situation, the communication is successful because of?

a. Feedback b. Accurate decoding or interpretation of the message. c. Accurately worded message d. Right channel

Question 9 : Which of the following are examples of psychological noise?

a) The sender’s clothing b) Phones ringing c) Receiver’s pre-occupationsd) Speaker’s nervousness e) Receiver’s negative attitude to topic/speakerf) Highly technical subject g) Tendency to be over critical h) Strong views on a subject


a. b, c, d, e, h b. d, e, f, g, h c. c, d, e, g, h d. a, c, d, e, g

Question 10 : Which of the following are strategies to overcome barriers to communication?Ensure that message received is the same as message sent Ensure that information flows in all directions Use only official channels of communication Conduct training programs for employees in listening skills Choose oral, face-to-face channels Invite suggestions from lower level employees Avoid messages with multiple meanings Make positive and negative information available to all

a. 1, 2, 3, 5, 6, 7 b. 1, 2, 5, 6, 7, 8 c. 1, 2, 4, 6, 7, 8 d. 2, 3, 4, 6, 7, 8

Question 11 : Which of the following indicates the correct sequence of the elements of communication in the communication process?

A. Sender, Receiver, Channel, Message, FeedbackB. Receiver, Feedback, Sender, Message, ChannelC. Sender, Channel, Message, feedback, ReceiverD. Sender, Message, Channel, Receiver, Feedback

a. Receiver, Feedback, Sender, Message, Channel b. Sender, Message, Channel, Receiver, Feedback c. Sender, Receiver, Channel, Message, Feedback d. Sender, Channel, Message, feedback, Receiver

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13c b d d c c a b c c b

UNIT 2PART A

Question 1 : All the following are examples of one-way, non face-to-face communication, excepta. Reports b. Email c. Memos d. Letters

Question 2 : All the following are examples of two-way face-to-face communication, excepta. Presentations b. Group meetings c. Email d. One-to-one meetings

Question 3 : All the following aspects of non verbal communication can convey emotions, excepta. Time language b. Tone of voice c. Colors d. Body language

Question 4 : An example of two-way, non face-to-face communication isa. Reports b. Telephone communication c. Performance appraisals d. Letters

Question 5 : Layout in a work environment refers toa. Type of furniture b. Type of carpeting

c. Type of seating arrangement d. Colors of interiors

Question 6 : One advantage of two-way, non face-to-face channels isa. Impersonal in nature b. Helps to solve problems c. More practical d. No possibility of non-verbal communication

Question 7 : One characteristic of one-way, non face-to-face communication isa. Personal nature b. No immediate feedback c. Command over receiver d. Possibility of non-verbal communication

Question 8 : One disadvantage of non-verbal communication is that ita. Is offensive b. Cannot be used in the workplace c. Is powerful d. Cannot express all messages

Question 9 : One disadvantage of verbal communication is that ita. Cannot express ideas b. May send conflicting signals c. May be worded inaccurately d. Cannot be avoided

Question 10 : One guideline for effective verbal communication isa. Use jargon b. Use abstract terms c. Use the language of advertising d. Use non sexist language

Question 11 : One unique characteristic of non-verbal communication is that isa. A process b. Dynamic c. Uniform across cultures d. Unavoidable

Question 12 : Oral face-to-face communication is appropriate fora. Highly formal communication b. Improving relationships c. Conveying complex ideas d. Keeping a permanent record

Question 13 : Paralanguage includes all the following, excepta. Pitch of voice b. Volume of voice c. Type of words used d. Pace of speech

Question 14 : Physical context includes the following aspectsa. Physical appearance b. Semi fixed space c. Fixed space d. Color, layout and design

Question 15 : The communication term for body language isa. Kinesics b. Proxemics c. Paralanguage d. Time language

Question 16 : The communication term for the space and distance which we choose to keep from people isa. Personal space b. Intimate space c. Social and public space d. Proxemics

Question 17 : The following is a characteristic of time languagea. Does not play a role in the workplace b. Uniform across cultures c. Can convey positive or negative messages d. Same for all people

Question 18 : The most important area of non verbal communication is


a. Kinesics b. Proxemics c. Physical context d. Time language

Question 19 : The two broad areas of communication area. Verbal and non-verbal communication b. Oral and written communication c. Verbal and written communication d. Oral and non-verbal communication

Question 20 : Which of the following are examples of oral communicationa. Meetings, presentations and performance reviews b. Meetings, memos and presentations c. Meetings, memos and performance reviews d. Reports, presentations and performance reviews

Question 21 : Which of the following are examples of written communication a. Circulars and voicemail b. Reports and email c. Letters and voicemail d. Presentations and email

Question 22 : Which of the following aspects of non verbal communication is not within ones controla. Posture b. Body shape c. Tone of voice d. Physical appearance

Question 23 : Which of the following is a characteristic of two-way face-to-face channelsa. Easy to set up b. No immediate feedback c. Use of non-verbal communication d. Impersonal nature

Question 24 : Which of the following is an advantage of oral over written communicationa. High effectiveness for detailed messages b. High interactivity c. High cost d. Highly formal nature

Question 25 : Which of the following is an advantage of written over oral communicationa. Permanent nature b. High level of feedback c. Highly personalized d. High degree of control over receiver

Question 26 : Which of the following types of non-verbal communication is closest to verbal communicationa. Paralanguage b. Time language c. Kinesics d. Proxemics

Question 27 : Written communication is appropriate for all the following, excepta. Conveying information of a technical nature b. Keeping a permanent record c. Commanding control over the receiver d. Conveying a large amount of information

Question 28 : ____________ is used to communicate within an organization, using emaila. Intranet b. Teleconferencing c. Voice mail d. Telephone

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20b c a b c c b d c d d b c d a a,d c a c a21 22 23 24 25 26 27 28 29 30b b c b c a c a

PART B


Question 1 : A manager visiting an employees office for a discussion is an example of :a. Use of space to convey informality b. Social and public space c. Intimate space d. Use of space to convey leadership

Question 2 : A mixed signal means that :a. Tone of voice is changed frequently b. Different aspects of non-verbal communication convey the same message c. Different body movements are used to communicate d. Verbal and non-verbal communication convey conflicting messages

Question 3 : All the following are possible during a job interview conducted over the telephone, except:a. Immediate feedback b. Tone of voice c. Control over receiver d. Body language

Question 4 : Announcing a paid holiday to employees should be done through:a. Telephone b. Board meetings c. Written channels d. Teleconferencing

Question 5 : Arriving late for a meeting is an example of :a. Meeting etiquette b. Informal communication c. Personal space d. Time language

Question 6 : Control over the receiver is highest through which of the following channels?a. A TV commercial highlighting unique features of the product b. A sales presentation to a prospective customer c. A sales letter to a customer, persuading him to buy your product d. A magazine ad highlighting the unique features of the product

Question 7 : Criticizing an employee for poor performance should be done through:a. Telephone b. Group meetings c. One-to-one meeting d. Email

Question 8 : Formality is conveyed by the following :a. Semi fixed space b. Intimate space c. Personal space d. Fixed space

Question 9 : How you say something includes all the following, except :a. Offensive language b. Gestures c. Facial expressions d. Tone of voice

Question 10 : Notifying employees of a fire in the building should be done through :a. Email b. Oral face-to-face communication c. Notices d. Letters

Question 11 : One reason why non-verbal communication is difficult to interpret is because:a. It is powerful b. It can only express feelings c. It is unintentional d. It differs across cultures

Question 12 : Status may be conveyed by all the following, except :a. Layout and design b. Time language c. Physical appearance d. Seating arrangement

Question 13 : The term cardiac orifice is an example of :a. Highly specific language b. Biased language


c. Jargon d. Words with multiple meanings

Question 14 : 2-way, non face-to-face communication is not suited for problem solving, because of :a. Distance factor b. Oral communication c. New technologies d. Lack of confidentiality

Question 15 : Wrong decoding means :a. Message sent by wrong sender b. Interpreted meaning is different from intended message c. Message sent to wrong receiver d. Badly worded message

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16a d d c d b c d a b d b c a b

PART C

Question 1Match The following1 Sexist language i May lead to misunderstanding2 Abstract language ii May be used after careful audience analysis3 Words with multiple meanings iii May have a negative connotation4 Jargon iv May lead to several interpretations a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iv , 3 – iii , 4 - ii

Question 2Match The following1 Ideas or concepts i May not be easy to understand2 Head movements ii Cannot be avoided3 Importance given to time iii Cannot be conveyed by non-verbal communication4 Silence iv May differ across cultures a. 1- iii , 2 – i , 3 – iv , 4 - ii b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Note : Read The following & answer Q. No. 3 & 4

A supervisor in a factory questioned his night staff, because there had been several hours of down time the previous night. “Who is responsible for this crisis?” he asked angrily. The staff remained silent.

“ We are going to stay here till someone tells me the truth. This is not what I expected from you”, said the supervisor. As the supervisor stood there eyeballing the night staff, they shifted uncomfortably, looked at their watches and fidgeted. No one spoke a word. A lot of time was wasted and relationships were under strain.

Finally, the meeting was called off. The night staff went away with no idea of what they should do, if a similar problem arose in future.


Question 3 : Which of the following aspects of non-verbal communication is used most frequently in the above case?

a. Proxemics b. Time language c. Paralanguage d. Kinesics

Question 4 : A more positive message could have been conveyed in the above case through ?a. Positive body language b. Specific language c. Positive words d. Positive tone of voice

Note : Read The following & answer Q. No. 5 , 6 & 7.

Prasad : Umesh, I want you to call Satish tomorrow morning at 9 am and tell him that our company policy states that orders must be placed at least 48 hours in advance, in order to get supplies the following working day. Let him know that we appreciate his business. Listen to his concerns and be positive. Report back to me tomorrow. If he does not agree to our policy, I will talk to him and see what can be worked out.

Umesh : ( paraphrases the above message)

Prasad : That’s right. We have to negotiate a realistic time with Satish. We’ll discuss this at 10.30 am tomorrow.

Umesh : Sure. I’ll report back to you at 10.30am tomorrow.

Prasad : Great! Thanks for your help.

Question 5 : The purpose of communication with the customer in the above case is to;

a. Listen to customer complaints. b. Apologize to the customer c. Sell the company’s products d. Persuade the customer to accept standard procedures

Question 6 : The communication channel used to communicate with the customer in the above case may be described as:?

a. One way non face-to-face channel b. Two way non face-to-face channel c. One way face-to-face channel d. Two way, face-to-face channel

Question 7 : In a situation such as the one in the above case, the most effective channel would be:a. Telephone communication b. A letter explaining the company policy c. A face-to-face meeting d. An email message

Question 8 : Identify the different aspects of body language from the following list:

1. Raising the eyebrows 2. Clenching fists 3. Yawning 4.Sitting at the head of the table 5. Scratching the head 6. Calling a subordinate to your room for a meeting7. Speaking loudly 8. Dressing in bright colors


a. 1, 3, 5, 6, 8 b. 1, 2, 3, 4, 5 c. 1, 2, 3, 5, 8 d. 1, 2, 3, 7, 8

Question 9 : The table lists different communication channels and one characteristic. Rate each channel on this characteristic as either “high” or “low” and select one of the options below.

Channel Effectiveness for conveying large amount of information

Oral presentations Telephone Email Reports a. Low, Low, High, High b. Low, High, High, High c. High, Low, Low, High d. Low, Low, Low, High

Question 10 :Which of the following situations would require two-way/oral face-to-face channels?

1.Complaining to your superior about a difficult colleague2. Requesting a few days of leave from work to attend a family reunion3. Training a new faculty in distance education terminology4. Informing the manager of a local business that you have not received a refund that was promised.5. Reminding your busy boss about a long overdue reimbursement for travel expenses6. Apologizing to a customer for a defective product7. Getting your boss’s reaction to the idea of redefining your responsibilities

a. 1, 3, 7 b. 2, 3, 4 c. 3, 5, 7 d. 4, 6, 7

Question 11 : Which of the situations listed below would require one-way non face-to-face/written channels?

1.Complaining to your superior about a difficult colleague2. Requesting a few days of leave from work to attend a family reunion3. Training a new faculty in distance education terminology4. Informing the manager of a local business that you have not received a refund that was promised.5. Reminding your busy boss about a long overdue reimbursement for travel expenses6. Apologizing to a customer for a defective product7. Getting your boss’s reaction to the idea of redefining your responsibilities

a. 1, 2, 6 b. 3, 4, 6 c. 1, 6, 7 d. 2, 4, 6

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15d a d c d b c c d a d

UNIT 3PART A

Question 1 : A formal communication network includes all the following, except :a. Unofficial channels b. Information flow within the organization c. Hierarchy d. Information flow in a particular direction


Question 2 : All the following are advantages of the informal communication network, except :a. Information not sent through official channels b. Fills gaps left by formal network c. Confirms important information d. Can be used constructively

Question 3 : All the following are external stakeholders of an organization, except:a. Media b. Suppliers c. Shareholders d. Government

Question 4 : All the following describe a compressed organizational pyramid, except:a. Larger span of control b. More empowerment c. Diminished hierarchy d. Importance of vertical communication

Question 5 : An advantage of regular downward communication is :a. Explaining company policies b. Giving job instructions c. Feedback on performance d. Teamwork

Question 6 : B2B communication involves communication with :a. Society b. Suppliers c. Media d. Consumers

Question 7 : Building trust and confidence is the overall objective of communicating with :a. Shareholders b. Peers c. Subordinates d. Employees unions

Question 8 : Communicating about involvement in social development is part of :a. Marketing b. Advertising c. Public Relations d. Corporate social responsibility Question 9 : Communication between a Marketing manager & a Human Resource manager is part ofa. Informal communication b. Lateral communication c. Downward communication d. Upward communication

Question 10 :Communication with superiors involves:a. Disciplinary matters b. Welfare aspects c. Problem solving d. Public relations

Question 11 : Crisis communication is part of :a. Marketing b. Mass communication c. Public Relations d. Advertising

Question 12 :Functional coordination is one important reason for communicating with :a. Subordinates b. Superiors c. Employees unions d. Peers

Question 13:Good credit rating is important for which of the following reasons?a. Market the companys products b. Increase shareholder wealth c. Restore the image of the company d. Increase borrowing ability

Question 14 : Intermediaries include all the following, except :a. Retailers b. Distributors c. Franchisees d. Suppliers

Question 15: Lack of ___ when communicating with bankers could lead to the company’s collapse :a. Involvement b. Sophistication c. Transparency d. Public Relations

Question 16 : Message overload is a disadvantage of :a. Horizontal communication b. Lateral communication


c. Downward communication d. Upward communication

Question 17 : Motivation is the overall objective of communicating with :a. Bankers b. Government c. Suppliers d. Intermediaries

Question 18 : One channel of communication with shareholders is :a. Written contracts b. Strategy presentations c. Conferences d. One-to-one meetings

Question 19 : One channel of communication with society is :a. Formal letters b. Review meetings c. Public service advertising d. Online channel

Question 20 : One channel of communication with the media is :a. Advertising b. Press releases c. Periodic reports d. Formal letters

Question 21 : One reason for downward communication is :a. Sharing feelings about co-workers b. Solving work related problems c. Co-ordination of tasks d. Assessing performance

Question 22: Public Relations is needed for communication with all the following stakeholders, except:a. Suppliers b. Media c. Government d. Society

Question 23 : The biggest advantage of upward communication is :a. Teamwork b. Accepting decisions of top management c. Problem solving d. Suggestions from employees

Question 24 : The biggest disadvantage of horizontal communication is :a. Ego conflicts b. Destructive reviews c. Handing down of decisions d. Message overload

Question 25: The hierarchical structure of an organization is described by :a. Flow chart b. Organizational pyramid c. Informal communication network d. Formal communication network

Question 26 : The informal communication network is also known as :a. Transparency gap b. Grapevine c. Gossip d. Rumors

Question 27 : The overall objective of communicating with suppliers is :a. More borrowing ability b. Motivation c. Persuasion d. On-going relationship

Question 28 : Which of the following describes an informal communication network?a. Information flow outside the work environment b. Information flow in a particular direction c. Information flow through official channels d. Network created by top management

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20A a c d c b a d b c c d d d c c d c c b21 22 23 24 25 26 27 28 29 30D a c a b b d a


PART B

Question 1:A transparency gap means :a. Rumors are suppressed b. Certain types of information are not circulated through official channels c. Secrecy regarding the company’s future plans d. Information is not circulated through unofficial channels

Question 2 :An example of an unofficial channel of communication is :a. Notices on company bulleting boards b. Circulars c. A telephone call from one colleague to another after work hours d. Memos

Question 3 : Business to Business communication involves:a. Online communication b. Face to face communication c. Written communication d. Telephone communication

Question 4 :Corporate social responsibility involves all the following except :a. Community development b. Promoting drinking and driving c. Spreading awareness about AIDS d. Building schools for children

Question 5 : Handing down of decisions by superiors means :a. Explaining the reasons behind decisions b. Encouraging upward communication c. Consulting the subordinate before taking decisions d. Ignoring the subordinates views

Question 6 : If you are the Advertising Manager of a company, your peers would include :a. Vice President Marketing b. Vice President Sales c. Market Research Manager d. Marketing Executive

Question 7 : In a compressed organizational pyramid, lateral communication is more important, because of :a. Greater need for coordination of tasks b. More number of departments c. Technology d. Larger span of control

Question 8 : In a formal communication network, flow of information is structured. This means that :a. Information can flow through all types of channels b. Information can flow only in a particular direction c. Information can flow freely d. Information flow is not controlled by management

Question 9 : Partnership with a supplier means :a. Ensuring timely and quality delivery b. Transparency with respect to specifications c. Company and supplier giving each other suggestions for improvement d. Outsourcing

Question 10 : Performance counseling means :a. Adopting a problem-solution approach b. Pointing out areas of poor performance c. Listening with empathy d. Encouraging employee suggestions


Question 11 : Public Service advertising refers to :a. Advertising to promote ideas b. Advertising to project company image c. Advertising to promote a good cause d. Advertising of services

Question 12 :The following is an example of constructive use of grapevine :a. A proposal to introduce a formal dress code, to test employee reactions b. A rumor that the company is going to close down c. Two co-workers discussing why an employee was fired, during a company picnic d. One co-worker informing a colleague that his boss is about to resign

Question 13 :The following is essential for crisis communication :a. Addressing consumer complaints b. A policy of openness c. Advertising d. Communication with the government

Question 14 : The purpose of a press release is :a. To publish a story in the media, free of cost b. To persuade people to buy the company’s products c. To project a positive image of the company to the media d. To trace the history of the company

Question 15 : The purpose of public relations is :a. To communicate with shareholders b. To communicate during a crisis c. To sell the company’s products d. To project a favorable image of the company among various publics

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16b c a b d c d b c a c a b c d

PART C

Note : Read The following & answer Q. No. 1 , 2 & 3.

Mr. Subbaya, the Industrial Relations Manager of A to Z construction company, heard through the grapevine that Mr. Ranga Reddy, a maintenance employee, had actually taken three month’s leave to work for another employer, and not for personal reasons, as requested by him. Since this was contrary to the labor act, the penalty for this could be dismissal.

Mr. Subbaya immediately dictated a “Notice of hearing concerning dismissal action” to his secretary and requested her to mail it to Ranga Reddy at his local address. The same night, Ranga Reddy called Subbaya at his home to tell him that he knew about the dismissal notice. He thought that his action was acceptable under the contract, but if it was not, he wanted to return immediately, since he did not want to give up his permanent job.

When asked how he knew about his dismissal, Ranga Reddy said that his wife had called him to tell him that she had heard the news from the mother of their son’s friend, whom she had met at the local supermarket.


Question 1:If you were Subbaya, which of the following measures would you take to suppress grapevine leaks of this type?

a. Telephone Ranga Reddy directly and inform him that he has been dismissed b. Telephone the employer with whom Ranga is currently working c. Tell the secretary to keep the matter confidential d. Send email directly to Ranga Reddy

Question 2: After Ranga’s telephone call, what action should Subbaya take?

a. Pardon Ranga and allow him to return to his permanent job b. Dismiss Ranga immediately c. Call Ranga for a face-to-face meeting and do a thorough investigation before taking any decision d. ) Check with Ranga’s temporary employer about his conduct

Question 3 :If you were Subbaya, how would you ensure that company policies are not violated in future?

a. Put all company policies clearly in writing and include them with written contract to employees b. Enforce a monetary penalty to be deducted from monthly salary c. Explain company policies and procedures orally to all new employees d. Give negative feedback during performance appraisal

Question 4 :Match the external stakeholder in Set A with the appropriate channel of communication in Set B and select one of the answers below –

Set A Set B1. Consumers a) Conferences2.Intermediaries b)Formal letters3. Government c) Newsletters4. Media d)Advertisements

a. 1c, 2b, 3a, 4d b. 1d, 2c, 3b, 4a c. 1a, 2d, 3c, 4b d. 1b, 2a, 3c, 4d

Question 5 : Match the external stakeholder in Set A with the objective of communication in Set B and select one of the answers below –

Set A Set B1. Suppliers a) Highlight company achievements2. Society b) Increase borrowing ability3. Bankers c) Corporate social responsibility4. Media d) Partnership

a. 1c, 2b, 3a, 4d b. 1b, 2a, 3d, 4c c. 1d, 2c, 3b, 4a d. 1a, 2c, 3d, 4b

Question 6 : Match the reasons for external business communication in Set A with the outcome in Set B and select one of the answers below –

Set A Set B1. Successful marketing a) More borrowing ability


2. Positive image of the company b) Participation in company’s growth3. Increased shareholder value c) Greater awareness of products4. Enhanced credit rating d) Overcome a crisis

a. 1c, 2d, 3b, 4a b. 1d, 2b, 3a, 4c c. 1a, 2c, 3d, 4b d. 1b, 2a, 3d, 4c

Question 7 : Match the stakeholder in Set A with the channel of communication appropriate for each stakeholder, in Set B and select one of the answers given below –

Set A Set B1. Superiors a) Conferences2. Subordinates b) Written contracts3. Employees’ Unions c) One-to-one meetings4. Shareholders d) Strategy presentations

a. 1a, 2c, 3b, 4d b. 1b, 2a, 3d, 4c c. 1c, 2b, 3a, 4d d. 1d, 2c, 3b, 4a

Question 8 : Match the stakeholder in Set A with the objective of communication with each stakeholder, in Set B and select one of the answers given below -

Set A Set B1. Superiors a) Building trust and confidence2. Peers b) Compliance with instructions and policies3. Subordinates c) Coordination of tasks4. Shareholders d) Problem solving

a. 1d, 2c, 3b, 4a b. 1c, 2b, 3a, 4d c. 1b, 2a, 3c, 4d d. 1a, 2d, 3c, 4b

Question 9 : Which of the following are characteristic of a formal communication network?

1. Communication through intranet 2. Transparency gap3. Compressed organizational pyramid 4. Friendship between co-workers5. Information flow not structured 6.Suggestions given by employees

a. 3, 4, 5, 6 b. 2, 4, 5, 6 c. 2, 3, 4, 6 d. 1, 2, 3, 6

Question 10 : Which of the following are part of grapevine?

1. A secretary telling an employee that his boss is going to fire him2. A co-worker telling another that the company is going to merge with another company3. A company testing the reactions of its employees to working six days a week, instead of five days.4. A list of declared holidays posted on the intranet5. A rumor that the company is laying off employees6. A notice regarding the new mobile reimbursement policy for employees

a. 2, 3, 5, 6 b. 1, 2, 4, 6 c. 2, 3, 4, 5 d. 1, 2, 3, 5

Question 11 : Which of the following are true of lateral/horizontal communication?


1. Multi layer pyramid 2. Flattened pyramid 3.Larger span of control4.Traditionally run organizations 5. Inter-departmental coordination 6. Teamwork

a. 2, 3, 4, 6 b. 2,3, 4, 5 c. 2, 3, 5, 6 d. 1, 2, 3, 5

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13c c a b c a d a d d c

UNIT 4PART A

Question1 : All the following are approaches to listening to the customer, except:a. Thank b. Satisfy c. Doubt the customer d. Apologize

Question 2 : All the following are examples of physical barriers to listening, except :a. Poor sound system b. Traffic noise c. Information overload d. Hearing deficiencies

Question 3 : All the following are true of listening, except:a. A skill that can be developed b. Hard work c. A skill that one is born with d. An active process

Question 4 : All the following are wrong assumptions, except :a. Speakers are more powerful than listeners b. Communication depends on the sender c. Listening is active d. Listening is passive

Question 5 : All the following non-verbal cues indicate active listening, except:a. Eye contact b. Erect posture c. Silence d. Nodding of the head

Question 6 : An example of verbal communication to indicate active listening is :a. Asking questions of yourself b. Reviewing what has been said c. Seeking clarifications d. Making notes

Question 7 : Another name for dialogic listening is :a. Therapeutic listening b. Relational listening c. Active listening d. Empathetic listening

Question 8 : Faking attention is an example of :a. Physiological barrier b. Attitudinal barrier c. Bad listening habit d. Lack of training

Question 9 : Listeners have the ability to process information at the rate of :a. 300 words per minute b. 500 words per minute c. 100 words per minute d. 400 words per minute

Question 10:Listening actively to a complaining customer involves :a. Offering a solution immediately b. Repeating the problem to understand it properly c. Thanking the customer d. Apologizing to him

Question 11:Listening has been found to be particularly important in which type of industry?


a. Consumer Durables b. Manufacturing c. Services d. Fast Moving Consumer Goods

Question 12 :Listening has been identified as one of the seven habits of highly effective people by :a. Lundsteen b. Tom Peters c. Lee Iacocca d. Stephen Covey

Question 13 : Listening is often thought to be synonymous with :a. Reading b. Hearing c. Writing d. Speaking

Question 14 : Listening to employees is part of :a. Downward communication b. Lateral communication c. Upward communication d. Horizontal communication

Question 15 : Men are more likely to listen for :a. Feelings b. Content c. How something is said d. Tone of voice

Question 16 :One of the first to recognize the need for organized training programs in listening skills was :a. Tom Peters b. Lundsteen c. Lee Iacocca d. Stephen Covey

Question 17 : One way of using the listener-speaker gap constructively is to :a. Focus on the non-verbal message b. Focus on delivery c. Focus on content d. Anticipate what the speaker may say next

Question 18 : Real listening means focusing on the speakers:a. Content b. Non-verbal behavior c. Delivery d. Emotions

Question 19 : Speaking in a different accent is an example of :a. Bad listening habit b. Attitudinal barrier c. Cultural barrier d. Lack of training

Question 20 : The importance of listening over speaking was emphasized by :a. David Schwartz b. Lee Iacocca c. Tom Peters d. Stephen Covey

Question 21:The interviewer has to do more of the listening, during :a. Exit interview b. Telephone interview c. Group interview d. Job interview

Question 22 : The listener-speaker gap is an example of :a. Physical barrier b. Attitudinal barrier c. Lack of training d. Physiological barrier

Question 23 : The most basic type of listening is known as :a. Comprehension listening b. Appreciative listening c. Discriminative listening d. Evaluative listening

Question 24 :The type of listening needed during a job interview is :a. Comprehension listening b. Evaluative listening c. Empathetic listening d. Therapeutic listening

Question 25 :Which of the following is not a characteristic of a good listener?a. Curiosity b. Egocentrism c. Problem solving nature d. open-mindedness


Question 26 : Which type of channel is best suited for accurate listening?a. Telephone b. Face-to-face meeting c. Voicemail d. Teleconferencing

Question 27 :Which type of listening is important during a performance appraisal?a. Comprehension listening b. Therapeutic listening c. Appreciative listening d. Evaluative listening

Question 28 : Which type of listening is important when dealing with customer complaints?a. Discriminative listening b. Empathetic listening c. Appreciative listening d. Evaluative listening

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20c d c c c c b c b b c d b a b c d a c a21 22 23 24 25 26 27 28 29 30a d c b b b b b

PART B

Question 1 : An interactive classroom session is an example of :a. Comprehension listening b. Discriminative listening c. Dialogic listening d. Appreciative listening

Question 2:Big people monopolize the listening. small people monopolize the talking. This means that :a. Speakers are more important than listeners b. Listeners and speakers are equally important c. Listeners are more important than speakers d. Speakers are controlled by listeners

Question 3 :Listener speaker gap means that :a. Speakers rate of speech is faster than listeners ability to absorb information b. Speakers are more powerful than listeners c. Listeners ability to absorb information is faster than speakers rate of speech d. Listeners are more powerful than speakers

Question 4 :Listening to a salespersons presentation is an example of :a. Therapeutic listening b. Appreciative listening c. Evaluative listening d. Empathetic listening

Question 5 : Listening to customers involves all the following, except :a. Doubting customers b. Solving customers problems c. Satisfying customer needs d. Responding to complaints

Question 6 : Listening to employees involves all the following types of listening, except:a. Dialogic listening b. Empathetic listening c. Therapeutic listening d. Discriminative listening

Question 7 : Non-verbal communication to indicate active listening includes:a. Silence b. Keeping your eyes wide open


c. Reviewing what has been said d. Asking questions of yourself

Question 8 : Open mindedness is one quality of a good listener. This means:a. Thinking unrelated thoughts b. Showing curiosity about people and their ideas c. Expecting others to agree with you d. Occupying center stage

Question 9 :Passive listening means :a. Hearing the sound of words b. Hearing the meaning of words c. Hard work d. Processing the information

Question 10 : Paying more attention to a speakers facial expressions, rather than to his message, means :a. Faking attention b. Using the listener-speaker gap constructively c. Focusing on delivery, rather than content d. Tuning off deliberately

Question 11 : The statement The customer is the king emphasizes the importance of :a. Listening actively only when the customer complains b. Listening to customers at any cost c. Listening to customers only if they are telling the truth d. Listening only to valuable customers

Question 12 : Therapeutic listening is needed in all the following situations, except:a. Counseling for personal problems b. Job interviews c. Solving customer problems d. Performance reviews

Question 13 :Trying to understand the meaning behind a speakers words and gestures means :a. Focusing on content and delivery b. Focusing on verbal and non-verbal message c. Concentrating on what the speaker is saying d. Being over critical of the speaker

Question 14 :Use of verbal communication to indicate active listening includes all the following, except:a. Seeking clarifications b. Making notes c. Repeat what the speaker has said d. Giving feedback

Question 15 :Which of the following is not an indication of active listening?a. Taking notes b. Egocentrism c. Engaging in conversation with the speaker d. Reconstructing the information

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16c c c c a d b b a c b b b b b

PART C

Question 1 : Prasad : Umesh, I want you to call Satish tomorrow morning at 9 am and tell him that our company policy states that orders must be placed at least 48 hours in advance, in order to get supplies the following working day. Let him know that we appreciate his business. Listen to his concerns and be positive. Report back to me tomorrow. If he does not agree to our policy, I will talk to him and see what can be worked out.


Umesh : ( paraphrases the above message)

Prasad : That’s right. We have to negotiate a realistic time with Satish. We’ll discuss this at 10.30 am tomorrow.

Umesh : Sure. I’ll report back to you at 10.30am tomorrow.

Prasad : Great! Thanks for your help.

In the above situation, active listening is indicated by :a. Verbal communication b. Listening first before responding c. Non-verbal communication d. Focusing on content, vs. delivery

Note : Read the following & answer Q. No 2 , 3 & 4

Mathew is a new professor of Marketing in a business school and has had two years’ teaching experience. The school requires that all new professors should work with a mentor professor during the first year, regardless of previous experience. Kewal, a highly respected and experienced professor, is assigned to mentor Mathew.

Kewal has observed Mathew’s classes and noticed that Mathew teaches straight from the text book and does not give enough time for questions or clarifications. If students raise their hand to say that they don’t understand, he merely refers them to the text book. If they approach him after class hours, he scolds them for disturbing him.

Kewal has tried to fix a meeting with Mathew several times to talk about his observations. But Mathew has always found a reason for not being able to meet. He has even openly said that he does not need a mentor.

Question 2 : If you were Kewal, which type of listening would you recommend to Mathew, to make his classes more effective?a. Dialogic listening b. Evaluative listening c. Appreciative listening d. Comprehension listening

Question 3 : In the above case, Mathew does not want to meet Kewal. This indicates the following barrier to listening:a. Attitudinal barrier b. Gender barrier c. Lack of training d. Wrong assumption

Question 4 : Which of the following strategies should Mathew adopt to overcome his barrier to listening?a. Take up a training program in listening skills b. Create a conducive listening environment c. Show open mindedness d. Select a female mentor

Question 5 : Match the following and select one of the answers given below –

Set A Set B1. Listener-speaker gap a. Gender barrier


2. Listening for emotions b. Physiological barrier3. Ego problems c. Bad listening habit4. Switching from one TV channel to another d. Attitudinal barrier

a. 1a, 2b, 3c, 4d b. 1b, 2a, 3d, 4c c. 1d, 2a, 3b, 4 c d. 1c, 2d, 3a, 4b

Question 6 : Match the following and select one of the answers given below –

Set A Set B1. Comprehension listening a. A question and answer session, at the end of a presentation2. Evaluative listening b. Attending a foreign language class3. Appreciative listening c. A proposal to your superior for increasing the advertising budget4. Dialogic listening. d. Tuning in to your favorite radio music channel

a. 1b, 2c, 3d, 4a b. 1d, 2a, 3c, 4b c. 1a, 2c, 3b, 4d d. 1c, 2b, 3a, 4d

Question 7 : Match the following and select one of the answers given below-

Set A Set B1. Conducive listening environment a. Considering others’ opinions2. Face-to-face channel b. Laughing at a joke3. Active listening through non-verbal cues c. Job interview4. Open-mindedness d. Ensuring silence

a. 1c, 2b, 3a, 4d b. 1d, 2c, 3b, 4a c. 1a, 2c, 3d, 4b d. 1b, 2d, 3a, 4c

Question 8 : Match the following and select one of the answers given below:

Set A Set B1. Cultural barrier a. Hearing 2. Wrong assumption b. A highly technical speech 3.Physical barrier c. Authority of speakers4.Passive listening d. Speaking a different dialect

a. 1b, 2a, 3c, 4d b. 1a, 2b, 3d, 4c c. 1d, 2c, 3b, 4a d. 1c, 2d, 3a, 4b

Question 9 : Which of the following are characteristics of a good listener?1. Curiosity 2. Concentration 3. Open mindedness4. Egocentrism 5. Alertness 6. Critical nature

a. 2, 3, 5, 6 b. 1, 2, 3, 4 c. 1, 2, 3, 5 d. 2, 3, 4, 5

Question 10 : Which of the following are strategies for good listening?

1. Relating the speaker’s main idea with what you know on the subject2. Focusing on the speaker’s pronunciation rather than his message3. Using spare time to catch up with unfinished work4.Engaging in dialogue with the speaker


5. Taking note 6. Making direct eye contact with the speaker

a. 1, 2, 5, 6 b. 1, 4, 5, 6 c. .2, 4, 5, 6 d. 3, 4, 5, 6

Question 11 : Which of the following indicate effective listening in the workplace?

1.Apologizing to a customer for poor service2. Granting a customer’s request for replacement of a defective product3. Explaining to a complaining customer that the company was not at fault4.Finding out why an employee is leaving the organization5. Gathering information about a patient’s medical history6. Criticizing an employee for lack of performance

a. 2, 3, 4, 5 b. 1, 2, 4, 5 c. 1, 2, 3, 4 d. 1, 2, 4, 6

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14a a a c b a b c c b b

UNIT 5PART A

Question 1 : A ___________ does not serve any purpose, since it wastes words:a. Cliche b. Redundancy c. Pronoun d. Metaphor

Question 2 : A worn expression is known as :a. Cliche b. Jargon c. Slang d. Redundancy

Question 3 : All the following are common errors made in English, except:a. Jargon b. Redundancies c. Frequently misused words d. Cliches

Question 4 : Confusing between noun and verb arises with regard to :a. American and British English b. Tenses c. Spellings d. Vowels

Question 5 : In business writing, tone depends on :a. Spellings b. Punctuation c. Active or passive voice d. Choice of words

Question 6 : Nouns that cannot be visualized are known as :a. Abstract nouns b. Concrete nouns c. Common nouns d. Proper nouns

Question 7 : One advantage of using the passive voice is that it :a. Gives a clearer picture to the receiver of the message b. De-emphasizes a negative idea c. Conveys ideas more vividly d. Draws attention to the doer of the action

Question 8 : One broad principle of general writing isa. Write to impress not to express b. Write to express, not to impress c. Tone d. Emphasis and subordination

Question 9 : One principle of business writing is :


a. Correct usage of parts of speech b. Writing at the appropriate reading level c. Keep it short and sweet d. Active vs. passive voice

Question 10 : Readability is determined mainly bya. Length of words b. Active and passive voice c. Punctuation d. Spelling

Question 11 : Superlatives should be avoided when using which of the following parts of speech?a. Prepositions b. Pronouns c. Nouns d. Adverbs

Question 12 : Techniques of emphasis include all the following except :a. Repetition b. Numbering of ideas c. Use of first person pronoun d. Active voice

Question 13 : The Fog Index for business writing should be betweena. nine(9) to 11 b. eight(8) to 11 c. eight(8) to 12 d. nine(9) to 12

Question 14 : The Fog Index measures :a. Number of syllables b. Readability of a text c. Number of difficult words d. The average length of sentences

Question 15 : The following type of noun should be used to make a message better understooda. Concrete nouns b. Common nouns c. Proper nouns d. Abstract nouns

Question 16 : The following type of pronoun could be taken in an offensive way :a. Masculine pronoun b. Second person pronoun c. First person pronoun d. Third person pronoun

Question 17 : The following type of pronoun should be used when emphasizing a positive idea :a. Second person pronoun b. Masculine pronoun c. Feminine pronoun d. First person pronoun

Question 18 : The following type of punctuation is used in expressions that indicate ownership :a. Comma b. Apostrophe c. Quotation marks d. Colon

Question 19 : The following type of punctuation is used to separate a phrase from the main sentence:a. Full stop b. Comma c. Dash d. Brackets

Question 20 : The following type of punctuation is used to separate words in a sentence which are not necessary for its structure :a. Comma b. Dash c. Full stop d. Brackets

Question 21 : The tone of business writing should be :a. Exaggerated b. Overconfident c. Flattering d. Non sexist

Question 22 : Which type of punctuation is used to enclose what is stated by others ?a. Parentheses b. Quotation marks c. Dash d. Brackets


Question 23 : Which type of punctuation is used to indicate a pause that is longer than that expressed by a comma?a. Semi colon b. Full stop c. Dash d. Colon

Question 24 : Which type of punctuation is used to suggest that a list will follow a statement in sentence form?a. colon b. Dash c. Semi colon d. Apostrophe

Question 25 : Which type of punctuation should be used after abbreviations?a. Comma b. Period c. Colon d. Semi Colon

Question 26 : Words that sound similar but are spelt differently are :a. Redundancies b. Frequently misused words c. Cliches d. Metaphors

Question 27 : Writing style can be improved through use ofa. Simple words b. Metaphors c. Slang d. Jargon

Question 28 : ______________ must agree in number with the subject of the sentence:a. Pronouns b. Adverbs c. Adjectives d. Verbs

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20b a a c d a b b b a d c b b a a a b d b21 22 23 24 25 26 27 28 29 30d b a a b b b d

PART B

Question 1 : His performance on the job has been absolutely phenomenal. The word phenomenal is an example of a :a. Strong adverb b. Superlative c. Concrete noun d. Strong adjective

Question 2 : Inflation is a major reason for the slow rate of economic growth. The technique of emphasis used here is :a. Important word placed last b. Active voice c. Use of an emphatic word d. Repetition

Question 3 : Objectivity in business writing means :a. Using the active voice b. Avoiding the first person pronoun I c. Using the masculine pronoun he d. Using the second person pronoun you Question 4 : Ours is by far the best product in the market today. The tone of this statement can be described as :a. Discriminatory b. Positive c. Over confident d. Insincere

Question 5 : Raise and rise are examples of :a. Frequently misused words b. Spellings of noun and verb forms c. British and American spellings d. Redundancies

Question 6 : Referring to Human Resources as Manpower is an example of :


a. Discourteous tone b. Discriminatory tone c. Frequently misused words d. Subordination

Question 7 : Simple words should be used for all the following reasons, except :a. Allow reader to get the intended message b. Allow reader to focus on the idea c. Attract attention to the word itself d. Need less time and space

Question 8 : The active voice should not be used in research reports because :a. It points fingers at the doer of the action b. It emphasizes what has been done c. It emphasizes who has done something d. It makes the report more objective

Question 9 : The expression full complete details is an example of :a. complex words b. Slang c. Redundancy d. Cliche

Question 10 : The expression her voice was silky smooth is an example of :a. Frequently misused word b. Metaphor c. Cliche d. Slang

Question 11 : The expression he's a cool dude is an example of :a. Redundancy b. Slang c. Jargon d. Metaphor

Question 12 : The word Kinesics is an example of :a. Complex word b. Jargon c. Slang d. Cliche

Question 13 : The words cognizant and aware mean the same thing. Using cognizant instead of aware is an example of :a. Jargon b. Frequently misused word c. Simple word d. Complex word

Question 14 : The words odour and odor are examples of :a. Spellings of noun and verb forms b. British and American spellings c. Frequently misused words d. Common errors in English

Question 15 :This salespersons performance was the best. In this sentence, best is an example of :a. Superlative b. Strong adverb c. Verb d. Abstract noun

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16d c b c a b c c c b b b d b a

PART C

Question 1 : In which of the following situations should the active voice be used?

1. For presenting positive ideas 2. For emphasizing what has been done3. In research reports 4. For emphasizing doer of the action5. For more vivid imagery 6. In written business communication, other than research reports

a. 1, 4, 5, 6 b. 3, 4, 5, 6 c. 1, 2, 4, 6 d. 2, 3, 5, 6

Question 2 : Match the following sets and select one of the answers given below -


Set A Set B 1. “Write to express, not to impress” a. Informal writing 2. Metaphors b. “Improve” vs. “Ameliorate 3. Jargon c. Advertising language 4. Slang d. “Data Warehouse Architecture”

a. 1a, 2b, 3d, 4c b. 1c, 2d, 3a, 4b c. 1b, 2c, 3d, 4a d. 1d, 2a, 3b, 4c

Question 3 : Match the following sets and select one of the answers given below –

Set A Set B1. Fog Index a. Communicating with customers2. Technique of emphasis b. Neutral job titles3. Non-sexist language c. Repetition4. Sincere tone d. Length of words and sentences

a. 1a, 2b, 3c, 4d b. 1d, 2c, 3b, 4a c. 1b, 2a, 3d, 4c d. 1c, 2d, 3a, 4b

Question 4 : Match the following sets and select one of the answers given below-

Set A Set B1. Abstract nouns a. Superlatives2. Second person pronoun b. Correct use of tenses3. Verbs c. Emphasize positive ideas4.Adjectives and adverbs d. Difficult to visualize

a. 1c, 2a, 3d, 4b b. 1b, 2d, 3a, 4c c. 1d, 2c, 3b, 4a d. 1a, 2b, 3c, 4d


Set A Set B1. Apostrophe a. Separates adjectives in a series2. Brackets b. Suggests that a list will follow a statement3. Colon c. Separates a phrase from the main sentence4. Comma d. Indicates possession

a. 1a, 2d, 3c, 4b b. 1c, 2b, 3a, 4d c. 1b, 2a, 3c, 4d d. 1d, 2c, 3b, 4a


Set A Set B1. Passive voice a. Doer of the action2. American spelling b. Enclose title of an article3. Quotation marks c. Labor4. Active voice d. Negative ideas

a. 1a, 2c, 3d, 4b b. 1d, 2c, 3b, 4a c. 1c, 2b, 3a, 4d d. 1b, 2a, 3d, 4c


Question 7 : Which of the following are examples of redundancies?

1. Consensus of opinion 2. Widow women 3. At your earliest convenience4. But nevertheless 5. Exact same 6. Permit me to say

a. 1, 2, 3, 5 b. 2, 4, 5, 6 c. 1, 2, 4, 5 d. 2, 3, 4, 6

Question 8 : Which of the following are examples of British and American spellings?

1. “Visualise” and “visualize” 2. “Cheque” and “check” 3. “Candour” and “candor” 4. “ Stationery” and “stationary” 5. “Modernisation” and “modernization” 6. “Lose’ and “loose”

a. 2, 4, 5, 6 b. 1, 2, 3, 5 c. 1, 3, 4, 5 d. 3, 4, 5, 6

Question 9 : Which of the following are examples of frequently misused words?

1. “Affect” and “effect” 2. “Splendor” and “splendour” 3. “Anyone” and “any one”4. “Disinterested” and “uninterested” 5. “Device” and “devise” 6. “Quiet” and “quite”

a. 1, 2, 3, 6 b. 2, 4, 5, 6 c. 1, 3, 4, 6 d. 1, 3, 4, 5

Question 10 : Which of the following are techniques of emphasizing ideas?

1. Placing the idea in the last paragraph 2. Placing the idea in the first paragraph3.Using the passive voice to express an unpleasant idea 4. Repeating key words5. Numbering ideas 6.Using small type, small letters and small font size

a. 2, 3, 4, 5 b. 2, 3, 4, 6 c. 1, 2, 4, 5 d. 1, 2, 4, 6

Question 11 : Which of the following sentences include “strong” adverbs?

1. He has performed brilliantly in the new job 2. Our prices are ridiculously low.3. Our forecasts have been fantastically accurate 4. Sales have been phenomenal this year5. He made a ridiculous presentation 6. Profits have been exceptionally high this year

a. 2, 3, 4, 5 b. 1, 2, 3, 5 c. 1, 2, 3, 6 d. 3, 4, 5, 6

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12a c b c d b c b c c c

UNIT 6PART A

Question 1 : A presentation highlighting a companys achievements is generally addressed toa. Superiors b. Media c. Intermediaries d. Society at large

Question 2 :1 All the following are advantages of oral communication except


a. Control over receiver s attention b. Immediate feedback c. Conveying complex information d. Personal quality

Question 3 : All the following types of presentations may be made to employees excepta. Briefing and information b. Reporting research findings c. Orientation d. Training

Question 4 : An example of a presentation on company viewpoints to society isa. Reporting awards won b. Highlighting features of a new product c. Describing the company’s mobile reimbursement policy d. Describing the company’s environmental policy

Question 5 : Audience analysis involves all the following, excepta. Demographic characteristics b. Analysis of the circumstances c. Preferred style of presentation d. Knowledge of the subject

Question 6 : One advantage of telephone communication isa. Keeping a permanent record b. Conveying large amount of information c. Permits use of some non-verbal cues d. Good for problem solving

Question 7 : Teleconferencing is not suitable fora. Keeping in touch with country offices b. Interviews c. Meetings d. Problem solving

Question 8 : The first step in making an oral presentation isa. Defining the specific purpose b. Defining the general purpose c. Development of the key idea d. Audience analysis

Question 9 : The most effective style of delivering a presentation isa. Speaking from notes b. Reading from notes c. Speaking impromptu d. Speaking extemporaneously

Question 10 : Which of the following is common to the introduction and conclusion of a presentation?a. Closing statement b. Review statement c. Same length d. Attention getting device

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12b c b d b c d b a d

PART B

Question 1 : A quotation is one example ofa. Review statement b. Attention getting opener c. Organizational plan d. Main idea

Question 2 : A specific statement of purpose would include all the following excepta. Time frame b. Audience analysis c. Measurable goal d. Desired audience behavior


Question 3 : An impromptu speech meansa. A speech delivered while referring to notes b. A speech delivered without any preparation c. A prepared speech delivered without any supporting aids d. A speech delivered by reading from notes

Question 4 : Analyzing the circumstances means analyzing the followinga. Time constraints b. Your knowledge of the subject c. Your feelings about the subject d. Level of knowledge of the audience

Question 5 : Demographic characteristics of the audience include all the following except:a. Occupation b. Age group c. Gender d. Attitudes towards topic of presentation

Question 6 : Speaking extemporaneously meansa. Reading a highly technical speech b. Speaking without any preparation c. Speaking while referring to notes d. Delivering a speech without any aids

Question 7 : Teleconferencing is not suited for problem solving because ofa. Difficulty in setting up b. Distance factor c. Advanced technology d. High cost

Question 8 : Using a problem-solution approach to present the main points is an example ofa. Organizational plan b. Style of presentation c. Style of delivery d. Attention getter

ANSKEY

1 2 3 4 5 6 7 8 9 10b b b a d d b a

PART C

Question 1 Match The following1 Proposal to request funds for a new project i Employees2 Briefing on company policy and procedures ii Media3 Proposal to adopt a new travel

reimbursement policy iii Bankers

4 Highlighting unique developments in the company

iv Superiors

a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- iii , 2 – i , 3 – iv , 4 - iic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 2 Match The following1 Calling a meeting at short notice i Teleconferencing2 Resolving conflicts between co-workers ii One-to-one meeting3 Keeping in touch with overseas offices iii Board meeting4 Developing marketing strategy

for new product launch iv Telephone

a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - i


c. 1- iv , 2 – ii, 3 – i , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 3 Match The following1 Handouts i Sales presentations2 Flip Charts ii Technical presentation3 Videotapes iii Technical pictures and elaborate diagrams4 Power Point iv Product demonstration a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – i , 3 – iv , 4 - iiic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 4

Match The following1 General purpose statement i Speaking from notes2 Audience age and gender ii To persuade3 Trigger words iii Demographic characteristics4 Quantified goal iv Specific purpose statement

a. 1- ii , 2 – iii , 3 – i , 4 - iv b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

ANSKEY

1 2 3 4 5 6b c b a

UNIT 7PART A

Question 1 : Efficient reading requires all the following, excepta. Knowledge of grammar and vocabulary b. A purpose c. Proper technique d. No background knowledge

Question 2 : Reading for information about what is happening within your organization is calleda. Reading for pleasure b. Reading for personal interest c. Reading for internal information d. Professional reading

Question 3 : Reading for the pure pleasure of reading is known asa. Extensive reading b. Skimming c. Scanning d. Intensive reading

Question 4 : Reading may be described by all the following, excepta. A passive process b. A skill c. An active process d. Thinking under the stimulus of the printed page

Question 5 : Reading refers to which element of the communication process?a. Encoding b. Decoding c. Message d. Channel

Question 6 : The first level of reading refers to


a. Reading beyond the lines b. Reading without in-depth understanding c. Recognizing the writer's intended meaning d. Reading between the lines

Question 7 : The natural way of reading isa. Loud reading b. Intensive reading c. Extensive reading d. Silent reading

Question 8 : The SQ3R technique of reading was developed bya. John Morrison b. Robinson c. Webster d. Francoise Grellet

Question 9 : There are ___________ different types of readinga. Two b. Three c. Five d. Four

ANSKEY

1 2 3 4 5 6 7 8 9d c a a b b d b c

PART B

Question 1 : A management student reading a marketing text book is an example of reading for the following purpose :a. Knowledge b. Research purposes c. Pure pleasure d. Personal interest

Question 2 : A Marketing manager reading a text book on Marketing is an example ofa. Skimming b. Action reading c. Extensive reading d. Professional reading

Question 3 : Condensing & summarizing a business article after you have read it is an example of:a. Professional reading b. Scanning c. Action reading d. Intensive reading

Question 4 : Reading the lines of a written text meansa. Gaining in-depth understanding b. Superficial understanding of words c. Understanding the intended meaning d. Going beyond the intended meaning

ANSKEY

1 2 3 4 5 6 7a d c b

PART C

Question 1 : Read the following paragraph. At the end of each sentence, you will find the letters M (main idea) and S (supporting detail). Identify in each case, whether it is M or S and select one of the answers given below- 1. The moon's gravity pulls the earth's oceans towards it, as it moves around the earth. (M/S). 2. Then it lets them go again. (M/S) 3. These movements of the oceans are the tides. (M/S) 4. The sun also affects the tides. (M/S)

a. 1M, 2M, 3M, 4M b. 1M, 2M, 3S, 4S c. 1M, 2S, 3M, 4S d. 1S, 2S, 3M, 4M

Question 2 : Read the passage given below and try to insert words in the blanks from the words given below. The words that you choose should be contextual based. In a successful negotiation, no


one should feel that they have lost. You should reach a win- __1___ solution. After one side makes a proposal, the other should make a 2___ -offer. If both sides make 3_ you can work towards a compromise. By making a goodwill ___4___ you may get something from the other side.

1. a) lose b)draw c)win 2. a)counter b)condition c)consensus 3. a)priorities b)objectives c)concessions 4. a)gesture b)mannerism c)etiquette

a. 1a, 2b, 3c, 4b b. 1c, 2a, 3c, 4a c. 1b, 2c, 3a, 4b d. 1a, 2c, 3a, 4b

ANSKEY

1 2 3 4 5c b

UNIT 8PART A

Question 1 : A meeting called to discuss arrangements for a specific event is calleda. Progress meeting b. Task oriented meeting c. Decision making meeting d. Information sharing meeting

Question 2 : A meeting should generally include the following number of participantsa. 7-11 b. 8-12 c. More than 11 d. Less than seven

Question 3 : A technique for encouraging participation, whereby participants are encouraged to contribute their ideas independently is known asa. Participation in reverse order of seniority b. Nominal group technique c. Overhead questions d. Relay questions

Question 4 : All the following are characteristics of meetings, except:a. Focused b. Planned c. Highly formal d. Structured

Question 5 : The most challenging type of meeting isa. Task oriented meeting b. Information sharing meeting c. Progress meeting d. Problem solving meeting Question 6 : The most frequently held type of meeting isa. Problem solving meeting b. Progress meeting c. Information sharing meeting d. Task oriented meeting

Question 7 : The most important step in planning a meeting is to decidea. Type pf meeting b. Type of participants c. Number of participants d. Agenda for meeting

ANSKEY

1 2 3 4 5 6 7 8b a b c d c d

PART B

Question 1 : A meeting where there are unrelated discussions is one which lacksa. Leadership b. Organization c. Conclusion d. Focus


Question 2 : A meeting without an agenda is like a ship without a destination. This means that the meetinga. Has no goal b. Lacks leadership c. Is inconclusive d. Is disorganized

Question 3 : A structured meeting would include all the following excepta. Goals b. Convergence c. Freedom to discuss any topic d. Agenda

Question 4 : Convergence meansa. Summing up different viewpoints b. Hearing all viewpoints before arriving at a decision c. Summarizing what has been discussed d. Keeping the meeting focused

Question 5 : Meetings are efficiently conducted when they area. Conclusive b. Unstructured c. Minuted d. Time consuming

ANSKEY

1 2 3 4 5 6 7d a c b a

PART C

Question 1 Match The following1 Nominal Group Technique i Permanent record2 Convergence ii Unbiased3 Minutes iii Outline of meeting4 Opening the meeting iv Different viewpoints a. 1- ii , 2 – iii , 3 – i , 4 - iv b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- ii , 2 – iv , 3 – i , 4 - iii

Question 2 Match The following1 Problem solving meeting i Exchanging views on competitors advertising

strategies2 Task oriented meeting ii Reviewing the different stages of an

advertising campaign3 Progress meeting iii Discussing arrangements for a new product

launch party4 Information sharing

meeting iv Developing a new advertising strategy to

increase product awareness a. 1- ii , 2 – iii , 3 – i , 4 - iv b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – iii, 3 – ii , 4 - i d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 3 Match The following1 Overhead question i Opening a meeting2 Nominal group technique ii Group question3 Direct question iii Decision making meeting4 Participation in turns iv Classroom atmosphere


a. 1- ii , 2 – iii , 3 – i , 4 - iv b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 4: Arrange the following in the correct sequence 1. Ensuring convergence 2. Encouraging balanced participation 3. Summing up 4. Keeping the meeting focused 5. Providing an outline of the meeting 6. Summarizing what has been discussed

a. 5, 2, 4, 1, 3, 6 b. 2, 4, 5, 3, 1, 6 c. 5, 4, 2, 6, 3, 1 d. 5, 2, 4, 3, 1, 6

Question 5: Which of the following should be included in an agenda?1. Outline of the meeting 2. Time budget for each item to be discussed 3. Desired outcome of the meeting 4. Expectations of participants 5. Deadline for completion of tasks 6. Prioritization of issues

a. 1, 2, 3, 6 b. 1, 3, 5, 6 c. 1, 3, 4, 6 d. 2, 3, 4, 6

ANSKEY

1 2 3 4 5 6d c b a c

UNIT 9PART A

Question 1 : All the following are principles of precis writing excepta. Condensation b. Components c. Coverage d. Comprehension

Question 2 : Components of a memo include all the following except a. Body b. From heading c. Formal close d. Call for action

Question 3 : Memo is derived from a Latin word which meansa. A thing which must be remembered b. A thing which must be memorized c. A thing which must be written d. A thing which must be communicated

Question 4 : One characteristic of a memo isa. Formal b. Tool for external communication c. Concise d. Pretentious

Question 5 : The format of a memo depends on itsa. Length b. Purpose c. Degree of formality d. Content

Question 6 : The header of a memo includes the followinga. Subject line b. Body c. Close d. Signature line

Question 7 : The word memo is a short form fora. Memory b. Memorizing c. Memorandum d. Memoirs

Question 8 : Unlike a formal report a memo may usea. Passive voice b. Third person pronoun c. Masculine pronoun d. First person pronoun I


Question 9 : Unlike a letter a memo need not havea. A date b. A formal salutation c. A body d. A to heading

Question 10 : Which of the following is needed to fulfill the principles of precise writing?a. Condensation b. Comprehension c. Coverage d. Elements

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12b c a c b a c d b d

PART B

Question 1 : A memo is known as an inter office memo becausea. It is used to communicate with peers b. It is used to communicate with superiors c. It is used to communicate with subordinates d. It is used to communicate between all levels in the organization

Question 2 : A precise is not complete unless it includesa. The main ideas b. A caption c. Subheads d. Paragraphs

Question 3 : Following all the 3 Cs of precise writing involvesa. Shortening the length of sentences and paragraphs b. Reducing the length but retaining the meaning c. Highlighting one key idea d. Reducing the article to half its size

Question 4 : Précis writing meansa. Writing with precision b. Reviewing a business article c. Preparing a brief summary of an article d. Writing an original article

ANSKEY

1 2 3 4 5 6 7d a b c

PART C

Question1 Match The following1 Passive voice i Informational memo2 Direct organizational plan ii Reasons first3 Persuasive memo iii Call for action4 Indirect organizational plan iv Regular reports a. 1- iv , 2 – i , 3 – iii , 4 - ii b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 2 Match The following1 Subject line i Personal pronouns2 Body ii Call for action3 Close iii Multiple audiences4 cc iv Main message


a. 1- iv , 2 – i , 3 – iii , 4 - ii b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

ANSKEY

1 2 3 4 5 6a c

UNIT 10PART A

Question 1 : All email message should includea. Attachments b. First person pronouns c. Humor d. Subject lines

Question 2 : All the following are characteristic of an intranet excepta. Part of an informal communication network b. Suited for virtual companies c. Meant for internal stakeholders d. Used to share HR related information

Question 3 : All the following types of information can be posted on the intranet excepta. Employee benefits b. Declared holidays c. Company policies d. Performance appraisals

Question 4 : One advantage of the intranet isa. Easy to develop and maintain b. Easy to get started c. Avoids information overload d. Will be readily used by all employees

Question 5 : One disadvantage of the intranet isa. Large investment in time and money b. Encourages grapevine c. Is inferior to email d. Not suited for small organizations

Question 6 : One way of enhancing readability of email messages is througha. Stressing on the me attitude b. Paragraph captions c. Putting important information last d. Sending multiple copies to a number of recipients

Question 7 : The intranet can be accessed bya. Customers b. Employees c. Suppliers d. Distributors

Question 8 : Which of the following describes email?a. Formal b. Time consuming c. Tool for external communication d. Spontaneous

Question 9 : WIFM stands fora. Where is it for me? b. Why is it for me? c. Whats in it for me? d. What is formal mail?

ANSKEY

1 2 3 4 5 6 7 8 9 10d a d c a b b d c

PART B

Question 1 : An intranet differs from an extranet in the following waya. Intranet is a private website b. Intranet is meant only for internal stakeholders


c. Intranet is more suitable for large organizations d. Intranet is expensive to maintain

Question 2 : The intranet discourages grapevine because it avoids creatinga. Transparency gap b. Official information c. Information overload d. Paperwork

Question 3 : The intranet helps to save time becausea. Employees need not be trained b. The content need not be updated c. It does not involve any paperwork d. It is easy to get started

Question 4 : Which of the following is a regular expense incurred by the intranet?a. Training employees b. Getting started c. Convincing old economy employees d. Updating the content

ANSKEY

1 2 3 4 5 6 7 8b a c d

PART C

Question 1 Match The following1 WIFM principle i Etiquette2 P s and Q s ii Bullet points and white space 3 Readability iii Acronym4 FYI iv Reader benefitsa. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 2 Match The following1 Transparency gap i Time saver2 Discussion board ii Official channel3 Information overload iii Focused meetings4 Paperless communication iv Email a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 3 Match The following1 Getting started i Customization of intranet2 Developing and maintaining content ii Benefits of technology3 Training employees iii Updating of information 4 Convincing old economy employees iv Familiarization with intraneta. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 4 Match The following1 Email content i Careful wording


2 Email tone ii You attitude 3 Email readability iii Positive and courteous4 Email reader benefits iv Paragraph captionsa. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

ANSKEY

1 2 3 4 5 6c b d d

UNIT 11PART A

Question 1 : A letter written by a customer to a seller, asking for some type of action to correct a problem with the product is known asa. Routine claim letter b. Letter of complaint c. Routine request d. Letter requesting credit

Question 2 : A sellers response to a routine claim letter is known asa. Routine adjustment letter b. Routine reply c. Order letter d. Routine request

Question 3 : All the following are principles of business letter writing excepta. Consideration b. Directness c. Precision d. Ambiguity

Question 4 : Letters inviting the provider of a service to quote the rates for that service are known asa. Quotations b. Order letters c. Routine requests d. Tenders

Question 5 : Letters sent to suppliers asking for the prices of raw materials are known asa. Tenders b. Collection letters c. Quotations d. Order letters

Question 6 : Letters that have no business objective are known asa. Letters granting credit b. Goodwill letters c. Routine requests d. Collection letters Question 7: The most common type of business letter isa. Bad news letter b. Routine letter c. Good news letter d. Persuasive letter

Question 8 : The most common type of persuasive letter isa. Order letter b. Collection letter c. Routine claim letter d. Sales letter

Question 9 : Which of the following is not a compulsory part of a business letter?a. Salutation b. Close c. Attention line d. Body

ANSKEY

1 2 3 4 5 6 7 8 9 10a a d d c b b d c

PART B

Question 1 : A letter to a customer congratulating him for being the owner of the company's brand of product is an example ofa. Routine reply letter b. Routine adjustment letter c. Goodwill letter d. Collection letter


Question 2 : An adjustment refers to the followinga. Action requested by a customer to correct a defective product b. Action taken by the seller in response to a customer request c. A complaint by the buyer d. A refund on the product

Question 3 : Clarity in a business letter involvesa. Avoiding jargon b. Avoiding redundancies c. Using minimum words d. Stressing the you attitude

Question 4 : Conciseness in a business letter meansa. Using Ps and Qs b. Avoiding redundancies c. Avoiding slang d. Avoiding jargon

Question 5 : Consideration in a business letter meansa. Stressing the me attitude b. Using first person pronouns c. Stressing the you attitude d. Appealing to the sender's interest

Question 6 : Dear Customer is an example ofa. Informal salutation b. Masculine salutation c. Salutation for addressing a firm d. Neutral salutation

ANSKEY

1 2 3 4 5 6 7 8c b a b c d

PART C

Question 1Match The following1 Adjustment i Persuasive message2 Order letter ii Supplier3 Bad news letter iii Replacement of a defective product4 AIDA format iv Rejecting a business proposal a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 2 Match The following1 Consideration i We apologize for the delay in handling

your complaint2 Courtesy ii The noisiest machine vs. The machine

that made the most noise3 Conciseness iii Our carpets last 10 years longer than

others - we use Oriental wool 4 Precision iv Now you can avail of our internet

banking facilities, anytime, anywhere


a.1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic.1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 3 Match The following1 Salutation i We trust that this will be the beginning

of a profitable business relationship 2 Attention Line ii Gentlemen3 Subject line iii Attn:Thomas Smith, Production Manager4 Close iv Re:Inferior quality of color slides.a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 4 : Which of the following are principles of business letter writing? 1. Using the language of advertising 2. Using language that the layperson can understand 3. Making generalized statements 4. Thanking a customer for registering a complaint 5. Linking product features with benefits offered 6. Using short, uncomplicated wordsa. 1, 2, 4, 6 b. 2, 3, 4, 6 c. 2, 4, 5, 6 d. 2, 3, 5, 6

ANSKEY

1 2 3 4 5 6a c b c

UNIT 12PART A

Question 1: A press release is better known today asa. Public relations b. Publicity c. News release d. Advertising

Question 2: Corporate advertising that aims to correct communication problems with special publics is known asa. Institutional advertising b. Public relations advertising c. Advocacy advertising d. Public service advertising

Question 3: Corporate advertising that tries to change the negative attitude towards a company’s products is known asa. Corporate umbrella advertising b. Corporate sponsorship c. Public relations advertising d. Public service advertising

Question 4: Corporate identity includes all the following excepta. Brand name b. The nature of business c. Logo d. Slogan

Question 5: One advantage of a news release isa. Unpaid form of communication b. Highly credible c. Can appear in all media d. Reaches more number of people

Question 6: One example of an organization that did corporate advertising during a crisis isa. ITC b. United Breweries c. Tata and Birla d. Coke and Pepsi Question 7: One specific objective of corporate advertising is


a. To communicate corporate social responsibility b. To inform c. To build goodwill d. To sell the organization to various publics

Question 8: The broad aim of corporate advertising isa. To sell the company's products b. To build a positive image of the company c. To highlight a unique development in the company d. To influence public opinion

Question 9: The specific objective of corporate advertising during a crisis isa. To project the culture and values of the organization b. To make the organization better understood c. To safeguard corporate reputation d. To communicate that the organization is socially responsible

Question 10: Which of the following is not a component of a press release?a. Answers to key questions b. Company credentials c. Impact on the community d. Call for action

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12c a c b b d a b c d

PART C

Question 1 Match The following1 Corporate advertising objective i Protect corporate reputation2 Event sponsorship ii Increase visibility 3 Corporate social responsibility iii Change of attitude4 Crisis communication iv Public service advertisinga. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 2 : Which of the following are guidelines for effective corporate advertising? 1. Short spells of advertising 2. Long-term image building 3. Hard hitting messages 4. Advertising testing 5. Subtle messages 6. Advertising as an investment

a. 1, 3, 4, 6 b. 2, 4, 5, 6 c. 1, 2, 4, 6 d. 2, 3, 4, 6

Question 3 : Which of the following are highlighted in the above press release? 1. New achievement 2. Involvement in community projects 3. Answers to questions where and how 4. Answer to question why 5. Evidence of the company s ability in the area 6. Benefits to the community

a. 1, 3, 5, 6 b. 2, 3, 5, 6 c. 1, 4, 5, 6 d. 1, 2, 3, 6

ANSKEY

1 2 3 4c d a

UNIT 13


PART A

Question 1 : A one-time report prepared when an unique event occurs is calleda. Proposal b. Situational report c. Periodic report d. Compliance report

Question 2 : A report that may inform analyze and persuade at the same time isa. Report on company policies and procedures b. Proposal to government seeking funds c. Research report d. Sales report

Question 3 : Periodic reports includea. Progress reports b. Proposals c. Situational reports d. Policies and procedures

Question 4 :The degree of formality of a report depends ona. Purpose of the report b. Length c. Frequency of the report d. Format

Question 5 : The most complex of all reports isa. Research report b. Manuscript report c. Marketing strategy report d. Project report Question 6 : The quality of a report is determined mainly bya. The language of the report b. The visual aspects c. The length of the report d. The accuracy of the data

Question 7 : Which of the following does not describe a report?a. Orderly b. Subjective c. Helps decision making d. Helps in problem solving

Question 8 : Which of the following reports is prepared only for internal audiences?a. Compliance reports b. Proposals c. Routine management reports d. Project report

Question 9 : Which of the following reports seeks to persuade?a. Routine management report b. Policies and procedures c. Progress report d. Proposal

ANSKEY

1 2 3 4 5 6 7 8 9 10 11 12b c a b a d b c d

PART B

Question1 : Objectivity in a business report means the followinga. Use of active voice b. Use of passive voice c. Use of the first person pronoun d. Emphasizing the doer of the action

Question 2 : Orderly in a business report meansa. The pages are numbered b. A contents page is included c. The report is neatly presented d. The different sections are arranged in a proper sequence

Question 3 : The purpose of adding extra parts to a report isa. To impress the reader b. To increase the length of the report c. To help the reader in understanding the report better d. To make the report more formal


Question 4 : The purpose of including a letter of transmittal isa. To indicate that the report has been completed b. To summarize the entire report c. To greet the readers of the report d. To help the reader locate a particular piece of information

ANSKEY

1 2 3 4 5 6b d c a

PART C

Question 1 Match The following1 Preliminary part i Bibliography 2 Problem definition ii Body of report3 Appendix iii Executive summary4 Documentation iv Technical specifications a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 2 Match The following1 Orderly i Passive voice2 Objective ii Customer perceptions of a new product 3 Decision making iii Analysis of reasons for declining sales4 Problem solving iv Logical flowa. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 3 Match The following1 Memo format i Informal2 Manuscript format ii Formal3 Proposal iii Caption and summary4 Research report iv Persuasivea. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 4 Match The following1 Letter of transmittal i Introduction to the report 2 Title page ii Description of the study3 Contents page iii Organization of the report4 Executive summary iv Overview of the reporta. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- i , 2 – ii , 3 – iii , 4 - iv d. 1- i , 2 – iii , 3 – iv , 4 - ii

ANSKEY

1 2 3 4 5 6a c d c


UNIT 14PART AQuestion 1 : A career objective should includea. Specific area where you wish to work b. Name of your preferred employer c. Your preferred designation d. Where you see yourself in ten years

Question 2 : A resume summarizes the followinga. Strengths and weaknesses b. Personality c. Education and experience d. Hobbies

Question 3 : One guideline for giving your resume a professional appearance is :a. Make it colorful b. Use multiple typefaces c. Avoid special effects d. Include as much text as possible

Question 4 : The length of a resume should not exceed:a. One page b. Two pages c. Three pages d. Four pages

Question 5 : Which of the following is characteristic of a chronological resume?a. Appropriate for experienced candidates b. Mentions most recent job or qualification first c. Appropriate when education and experience are unrelated to the job applied for d. Not commonly used

Question 6 : Which of the following is characteristic of a functional resume?a. Appropriate for recent college graduates b. Most commonly used resume format c. Appropriate when education and experience are related to the job applied for d. Groups jobs in a particular area together

Question 7: Which of the following is most important while writing experience section of a resume?a. Job designations b. Voluntary jobs c. Job descriptions d. Part time jobs

Question 8: Which of the following should be listed at the end of the resume?a. References b. Basic data c. Skills d. Organizations and Activities

Question 9: Which of the following should be listed first in a resume?a. Career objective b. Education c. Experience d. Basic data

Question 10: Which of the following would be listed in the skills section of the resume?a. Hobbies b. Knowledge of languages c. Special interests d. Membership of professional associations

ANSKEY

1 2 3 4 5 6 7 8 9 10 11a c c b b d c a d b

PART B

Question 1 : Listing your education and experience in reverse chronological order meansa. Listing your most recent job and qualifications first


b. Listing your most recent job and qualification last c. Listing your most recent job first and your most recent qualification last d. Listing your most recent qualification first and your most recent job last

Question 2 : Technical terms may be used in a resume becausea. They impress potential employers b. They indicate that you have domain knowledge c. Most employers understand jargon d. They describe the duties performed by you

Question 3 :The functional resume is not suitable for recent college graduates becausea. It is used when experience is not related to the job applied for b. It is used when changing careers completely c. It is used when a number of jobs have been held in different areas d. It is difficult to prepare

Question 4 : The resume should be written before the job application letter becausea. The resume is seen first b. The resume helps to decide what to highlight in the letter c. The resume is more important than the letter d. Most employers do not read application letters

Question 5 :Which of the following would make a resume sound wordy and verbose?a. Action words b. Redundancies c. Simple brief statements d. Jargon

ANSKEY

1 2 3 4 5 6 7a d c b b

PART C

Question 1 Match The following1 Solicited application letter i Providing evidence and benefits2 Attention getting opening ii Showing familiarity with employer3 Creating interest iii Subject line4 Convincing potential

employer iv Relating qualifications with the job

a. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 2

Match The following 1 Basic data i Marketing Research Executive in

charge of Wire Line Phones 2 Career objective ii Occupation :Chartered Accountant3 Education iii To excel as a faculty in the domain of Marketing4 Experience iv Qualified in final exams of Institute of Company

Secretaries of Indiaa. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - i


c. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 3 Match The following1 Skills i Life member, IMA, ISTE 2 Organizations ii Internet surfing and watching TV business channels3 Activities iii Prof. S. Kulkarni, Chartered Accountant,

Railway Station Rd., Kolhapur, Maharashtra4 References iv MS Word, MS Excel, MS Power Point, Internet Conceptsa.1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic.1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 4 :Arrange the following resume components in the right sequence- 1. Career objective 2. Education 3. Basic data 4. Experience 5. Organizations and activities 6. References 7. Skills

a. 1, 2, 4, 5, 7, 6, 3 b. 2, 1, 4, 7, 5, 6, 3 c. 3, 2, 1, 4, 7, 5, 6 d. 3, 1, 2, 4, 7, 5, 6

Question 5 : Which of the following would require a functional resume?1. Changing jobs frequently 2. Changing your area of specialization from Finance to Marketing 3. Applying for an entry-level position 4. Applying for a faculty position based on your industry experience 5. Summarizing your experience in Marketing and Finance separately 6. Including a chronological work history after the summary of experience

a. 1, 2, 4, 5 b. 2, 4, 5, 6 c. 2, 3, 4, 5 d. 1,2, 5, 6

ANSKEY

1 2 3 4 5 6 7a b c d b

UNIT 15PART A

Question 1 : Social topics are an example ofa. Abstract topics b. Case based topics c. Film based topics d. Knowledge based topics

Question 2 : The main purpose of a group discussion is to measurea. Knowledge b. Personality c. Group communication skills d. Leadership skills

Question 3 : The number of participants in a GD is generallya. 15-20 b. 8-15 c. 5-10 d. 20-25

Question 4 : The primary role of a moderator is toa. Facilitate the smooth functioning of the GD b. Keep track of time c. Announce the GD topic d. Interfere during the GD


Question 5 : The time that is normally allotted for a GD isa. 30 minutes b. 45 minutes c. One hour d. 15-20 minutes

Question 6 :Which of the following account for the majority of topics given for GDs?a. Political topics b. Sports related topics c. Economic topics d. IT topics

Question 7 : Which of the following is not a skill required for a GD?a. Oratory skills b. Group skills c. Leadership skills d. Content knowledge

Question 8 : Which of the following is part of group behavior during a GD?a. Correct use of language b. Etiquette c. Accurate wording of messages d. Displaying your knowledge

Question 9 :_______________ refers to how you say somethinga. Content b. Group behavior c. Communication d. Leadership

ANSKEY

1 2 3 4 5 6 7 8 9 10 11d c b a d c a b c

PART B

Question1 : A GD is highly structured becausea. It is coordinated by a moderator b. It measures group communication skills c. Members have to listen to the views of others d. The topic time and number of participants are all decided in advance

Question 2 : Communication skill in a GD meansa. Speaking with a perfect accent b. Using colorful language c. Making sure you are understood d. Being wordy and verbose

Question 3 : Group behavior during a GD means :a. Agreeing with others views and opinions b. Imitating other members of the group c. Giving more importance to the ideas of others d. Hearing out the views of others

Question 4: Moderating a GD meansa. Expressing your own views on the topic b. Making sure the discussion is focused on the topic c. Criticizing the views of participants d. Giving suggestions to participants

Question 5: Today group communication skills are more important than individual communication skills because :a. Group is stronger than the individual b. It is more difficult to communicate in a group c. Major decisions are made after discussion with others and not in isolation d. There is no way of assessing individual communication skills

ANSKEY

1 2 3 4 5 6 7d c d b c

PART C


Question 1 Match The following1 Pre-interview preparation i Opportunity for career2 During the interview ii Structuring the interview 3 Commonly asked interview question iii Body language4 Job related information iv Strengths and weaknessesa. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 2 Match The following1 Content i Wording the message accurately2 Communication ii Being open to others ideas3 Group behavior iii Being a role model4 Leadership skills iv Displaying general knowledge & awareness a.1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic.1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 3 Match The following1 IT based GD topic i Inflation cannot be controlled.2 Political topic ii The fate of the nuclear deal depends

on the governments survival 3 Social topic iii Distance education programs should

use technology enabled learning .4 Economic related GD topic iv Women must be empowered to

become self sufficienta. 1- iii , 2 – ii , 3 – iv , 4 - i b. 1- ii , 2 – iii , 3 – iv , 4 - ic. 1- iv , 2 – i , 3 – ii , 4 - iii d. 1- i , 2 – iii , 3 – iv , 4 - ii

Question 4 :Which of the following are characteristics of a group discussion? 1. Pre-determined seating arrangement 2. Fixed duration 3. Discussion controlled by moderator 4. Participants assessed by moderator 5. Purpose is to measure leadership skills 6. Listening is important for success

a. 1, 2, 4, 6 b. 1, 3, 5, 6 c. 2, 3, 4, 6 d. 2, 3, 5, 6

ANSKEY

1 2 3 4 5 6b c a a


bc mb0023-39

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