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Model Question Paper Business Communication & Soft Skills (SMB102)

Answer all 100 questions.

Each question carries one mark.

1. Which of the following information should not be included in the education section of a résumé?

(a) The list of technical schools attended including location and dates of attendance

(b) The major area of study of the applicant

(c) Projects undertaken that show an ability to work with others; and writing or speaking activities,

publications, and roles in academic or professional organizations

(d) The details of marks obtained by the applicant in his respective areas of study (e) The degree awarded.

2. Which of the following is an open-ended question with regard to an interview?

(a) Can you tell us about yourself?

(b) Are you a native of Bihar?

(c) Are you familiar with our policy on absenteeism?

(d) Did you see the ‘No Smoking’ sign in the cafeteria?

(e) Do you have any knowledge of our company?

3. The text of a report follows the structure popular in oral presentations. ‘Tell them what you told them’ implies

which of the following parts of the structure?

I. Introduction.

II. Body of the report.

III. Summary, conclusions and recommendations.

(a) Only (I) above

(b) Only (II) above

(c) Only (III) above

(d) Both (I) and (II) above

(e) All (I), (II) and (III) above.

4. The following are examples of classification of reports, except

(a) Informational

(b) Functional

(c) Formal

(d) Periodic

(e) Glossary.

5. Visual aids are used to

I. Strengthen the material by clarifying, simplifying, or emphasizing it.

II. Convey information objectively from one organizational area to another.

III. Attract the reader’s attention for a specific purpose.

(a) Only (I) above

(b) Both (I) and (II) above

(c) Both (I) and (III) above

(d) Both (II) and (III) above


6. A claim letter is written when there is a request for all the following situations, except for

(a) Refund (b) Replacement

(c) Exchange

(d) Placing future orders

(e) Payment for damages.

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7. Which of the following activities must be undertaken by all prospective job applicants to identify their strengths,

interests and achievements and find ready answers to questions asked during an employment interview?

(a) Job analysis

(b) Career planning

(c) Self-analysis

(d) Career analysis

(e) Job evaluation.

8. Negotiation tactics hinge on the variables, some of which are conceded by one party and some by the other party.

Variables that are traded are referred to as

(a) Conclusions

(b) Recessions

(c) Contortions

(d) Concessions

(e) Confessions.

9. Which of the following is not true regarding a functional résumé?

(a) It is useful for people who are just entering the job market

(b) It is the traditional and the most common kind of résumé

(c) It is organized around a series of skills and accomplishments

(d) Employment and academic experience are included in the subordinate sections

(e) The focus is on individual areas of competence.

10. The following are the elements of a report, except

(a) Postscript

(b) Abstract

(c) Table of contents

(d) Glossary

(e) Appendix.

11. In reports, the most commonly used visual aids are tables, bar charts, line charts, pie charts, maps, flowcharts,

diagrams, and photographs. Which of the following is/are true regarding tables?

I. They are used to present detailed numerical information.

II. They are ideal when the audience need the facts.

III. They depict changes in quantitative data over time and illustrate trends.

(a) Only (II) above





12. Manish attended a soft-skills training class but could not hear the lecture properly, as there was a lot of

disturbance in the adjacent hall, where a marriage was being performed with full blast of trumpet-blow. Which of

the following are the barriers to listening that disturbed Manish?

(a) Distracting sounds

(b) Poor acoustics

(c) Uncomfortable seating arrangements (d) Egocentrism

(e) Message overload.

13. Chitra completed her MBA in 2003 from Karnataka University. She completed her graduation in June 2001. She

has to furnish this information in which of the following sections of a résumé?

(a) Personal data

(b) Education

(c) Honors

(d) Skills summary

(e) Achievements.

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14. The following are the guidelines to be followed for preparing a ‘request memo’ in order to motivate the reader to

take the desired action, except

(a) The reasons for the request should be presented

(b) Financial costs involved, should be explained

(c) If the memo is persuasively written, it should be easy for the reader to say ‘yes’

(d) Feedback on any misunderstood or unclear points should be encouraged

(e) Throughout the memo, tact and diplomacy should be maintained.

15. Which of the following interviews primarily seek to induce somebody to adopt a new idea, product or service and

are generally associated with selling?

(a) Disciplinary interviews

(b) Persuasive interviews

(c) Counseling interviews (d) Performance appraisal interviews

(e) Employment interviews.

16. Although there is great variety in the subject matter, needs of the audience, and types of reports, there are a few

steps that lay the foundation of a report. Which of the following are the steps of a report?

I. Defining the problem and the purpose.

II. Identifying and organizing the issues for investigation.

III. Conducting research.

IV. Analyzing and interpreting data, drawing conclusions and developing recommendations.

(a) Both (I) and (II) above

(b) Both (I) and (III) above

(c) Both (I) and (IV) above

(d) (I), (II) and (III) above (e) All (I), (II), (III) and (IV) above.

17. Which of the following statements is/are not true regarding Gantt chart?

I. The length of the bars depicts the quantities they represent.

II. It graphically displays time relationships.

III. It is a horizontal bar chart.

(a) Only (I) above

(b) Only (III) above

(c) Both (I) and (II) above

(d) Both (I) and (III) above


18. Negotiation is essentially a communication process between two parties and its success, to a great extent, depends

on how well the two parties can build bridges of

(a) Priority

(b) Rapport

(c) Goal

(d) Ideals

(e) Relationship.

19. Which of the following statements is not true regarding the guidelines for writing ideas and suggestions memo?

(a) Write directly – the manager would not have asked for ideas unless he thought the writer had something to

offer

(b) Begin with positive comments and then tactfully present suggestions

(c) Group ideas according to the subject and use headings to highlight them

(d) Be specific and do not stray off the point (e) Design as a fill-in form on which data can be entered quickly.

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20. Which of the following is not true with regard to the heading and date of a standard letter?

(a) The heading contains the message

(b) The date is typed two to six lines below the last line of the letterhead

(c) The month should be spelled out but not abbreviated

(d) It is better to avoid putting the date in numerals

(e) If the letter is written on blank paper, the writer’s address must come immediately above the date.

21. All the following are included in the ‘inside address’ of a standard letter, except

(a) Personal title of the receiver (b) Professional title of the receiver

(c) The name of the receiver

(d) The name of the receiver’s company

(e) The name of the sender.

22. At the end of a report, “conclusions and/or recommendations” should be made based on the evidence that has

amassed over the course of an investigation. Which of the following statements is/are true regarding

‘conclusion’?

I. This is a logical interpretation of what the facts in the report mean.

II. This is inappropriate in a report when you are not expected to supply it.

III. This suggests what ought to be done about the facts.

(a) Only (I) above

(b) Both (I) and (II) above (c) Both (I) and (III) above



23. Negotiation can be handled in different ways and its outcome depends on the type of approach. A win-lose

approach to negotiation is marked by which of the following?

(a) Savagery

(b) Harmony

(c) Competitiveness

(d) Laziness

(e) Discord.

24. Consider the following example and identify the category it belongs to from the options given.

Date : November 1, 2000

To : Kartheek Kapoor

From : Suresh Sanda

Subject : Employee turnover data

At the meeting last December, you mentioned about employee turnover. Could you send me a copy? Thanks.

(a) A well organized memo

(b) A vague memo

(c) A clear memo

(d) A wordy memo

(e) An ambiguous memo.

25. Which of the following statements is/are true regarding the organization of information in well-written

application letters?

I. Application letter always focuses on a central selling point.

II. The central selling point is introduced in the first or the second paragraph and stressed in the paragraphs that

follow.

III. It is best to limit the application letter to one page and to four or five paragraphs.

(a) Only (I) above

(b) Only (II) above




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26. Which of the following is true regarding the simplified block letter format?

(a) All lines in this format begin at the right margin

(b) Salutation is placed above the signature block

(c) The subject line is placed a double space above the inside address and a double space below the body

(d) Salutation and complimentary close are included

(e) All lines begin at the left margin.

27. A report can end in all the following ways, except with a/an

(a) Authorization

(b) Conclusion

(c) Summary

(d) Recommendation

(e) Review.

28. Negotiation can be handled in different ways. The outcome of a negotiation depends on the approach. The

following are the different approaches to negotiation, except

(a) Bargaining orientation

(b) Compromise

(c) Lose-lose orientation

(d) Win-win orientation

(e) Manipulation.

29. Which of the following visual aids can be more dramatic than being meaningful?

(a) Pictograms

(b) Pie charts

(c) Line charts

(d) Flowcharts (e) Bar charts.

30. Which of the following forms of listening involves judging the clarity, accuracy and reliability of the evidence

that is presented, and being alert to the effects of emotional appeals?

(a) Active listening

(b) Critical listening

(c) Comprehensive listening

(d) Distinctive listening

(e) Passive listening.

31. The work experience section provides information about one’s employment history. The following information

should be included in this section, except

(a) The title of the job, including its major responsibilities (b) The inclusive dates of employment for the job

(c) The name of the employer and the location of the job

(d) Significant accomplishments on the job

(e) The important job skills acquired.

32. Which of the following items of checklist comes under the closing paragraph of an application letter?

(a) Presenting your key qualifications for the job, highlighting what is on your résumé : job-related education

and training; relevant work experience; and related activities, interests, and qualities

(b) Adopting a mature and businesslike tone

(c) When responding to a job advertisement, identify the publication in which it appeared and briefly describe

how an applicant meets each requirement stated therein

(d) Requesting a screening interview with the nearest regional representative, if the company headquarters is

some distance away

(e) Linking your education, experience, and personal qualities to the job requirements.

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33. Different people respond in different ways when faced with a conflict. There are different approaches to manage a

conflict. Which of the following statements is/are not true regarding the compromising approach?

I. It generates ill-will that is unpleasant.

II. It focuses on satisfying both parties to the greatest degree.

III. It focuses away from the conflict altogether.

IV. It is cooperative in nature.

(a) Only (III) above

(b) Both (I) and (II) above (c) Both (III) and (IV) above

(d) (I), (II) and (III) above

(e) (II), (III) and (IV) above.

34. The reports prepared by Mr. Kapoor are carefully structured. He mentions every detail that is required and writes

in style eliminating personal pronouns. Which of the following types of reports does Mr. Kapoor prepare?

(a) Formal report

(b) Informal report

(c) Analytical report

(d) Information report

(e) Proposal report.

35. Mr. Raj, the Chairman of Pawan Chemicals, wanted to convey to the Board of Directors the frequency of multiple

accidents reported at three plants over a year. Which of the following bar charts can he use to represent the above

data?

(a) Simple bar chart

(b) Gantt chart

(c) Multi-range bar chart

(d) Stacked bar chart

(e) Single-range bar chart.

36. From a purely practical standpoint, a visual aid is convenient for a speaker, who can use it as a tool for

remembering the details of a message. Which of the following are the guidelines for using a visual aid?

I. Be sure that all members of the audience can see the visual aids.

II. Allow the audience, time to read a visual aid before providing an explanation.

III. Limit each visual aid to one idea. IV. Illustrate only the main points, not the entire presentation.

V. Paraphrase the text of the visual aid; do not read it word for word.


(b) Both (II) and (III) above


(d) Both (I) and (V) above

(e) All (I), (II), (III), (IV) and (V) above.

37. To physically transmit your message, you select a communication channel and a medium. Which of the following

does not relate to the written channel?

(a) Letters

(b) Reports (c) Memos

(d) Speech

(e) Brochures.

38. Which of the following does not relate to the last paragraph of writing to persuade?

(a) Mention the specific action you want

(b) Refer to the reward for taking action

(c) Focus on a central selling feature

(d) Present action as being easy to take

(e) Provide a stimulus for quick action.

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39. Mr. Rajesh has identified the position for which he would like to apply and prepared an effective résumé. The next step is to write a letter of application. Which of the following is not a favorable quality of a well-written

application letter?

(a) Focusing on the reader

(b) Trying to address to the title of the person

(c) Limiting the length of application letter

(d) Showing awareness and knowledge of job requirements

(e) Focusing on the central point of the letter.

40. Business interviews are divided into various categories. Which of the following is/are true regarding counseling

interviews?

I. They seek to determine whether a particular applicant is suitable for the job.

II. They provide guidance and assistance to employees. III. They involve personal and emotional issues.

IV. They provide job-related feedback to employees.



(c) Both (II) and (III) above

(d) (I), (III) and (IV) above


41. Krishnan, the sales manager of Newtrons Ltd., promised to provide sales coverage to six additional cities apart

from the ones he was covering, if his General Manager, Raghu, supported him with three more sales people.

When Krishnan consulted him on this issue, he immediately agreed on the plan of action. Which of the following

memos can be used by Raghu to support this agreement?

(a) Request memo (b) Confirmation memo

(c) Periodic report memo

(d) Ideas and suggestions memo

(e) Informal study results memo.

42. Well-written application letters have various qualities. The quality of explaining what you can do for the reader,

relates to

(a) Having knowledge of employer’s activities

(b) Organizing the letter in a proper way

(c) Taking care of the ‘mechanics’

(d) Having the ‘You’ attitude

(e) Providing reader-benefit information.

43. Which of the following topics is generally not covered in the introduction of a report?

(a) Authorization

(b) Problem

(c) Background

(d) Recommendations

(e) Organization of the report.

44. Communication is essential for the functioning of an organization. This communication, internal and external

takes place through which of the following?

I. Gestures.

II. Expressions.

III. Listening.

IV. Speaking.

V. Writing.

(a) Only (II) above


(c) Both (I) and (V) above

(d) Both (III) and (IV) above


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45. Writers normally follow the norms of a standard letter to write a letter impressively. However, some start the

opening in a different way. “Thank you, Mr. Raina, for the prompt payment of the bill” is an example of which

of the following parts of a standard letter?

(a) Complimentary close

(b) Salute opening

(c) Body

(d) Heading

(e) Inside address.

46. Which of the statements is not true about the credit refusal for a product ordered?

(a) It might cause credit applicants to prefer the brand, and may even make them feel like buying it on cash

basis

(b) It suggests that the writer is trying to be helpful

(c) It makes the writing simple because negative thoughts are easy to de-emphasize when cushioned with

resale material

(d) It can confirm the credit applicant’s judgment in choosing the merchandise, thus making an indirect

compliment

(e) Figures should follow the statement of refusal.

47. Which of the following statements is not true regarding oral communication?

(a) Business people tend to prefer oral communication channels to written ones

(b) Oral communication is relatively easy and efficient than written communication (c) It is generally quicker and more convenient to talk to somebody than to write a memo or letter

(d) For maximum impact, business people should use only oral channels

(e) In oral communication, you can pick up added meaning from nonverbal cues and benefit from immediate

feedback.

48. Which of the following is/are true regarding the introductory paragraph of a letter conveying unpleasant news?

I. It should be neutral, relevant and succinct leading to the unpleasant news.

II. It should build a transition into the discussion of reasons along with revealing the unpleasant news.

III. It should not be misleading.

(a) Only (I) above

(b) Only (II) above

(c) Both (I) and (II) above (d) Both (I) and (III) above


49. Which of the following statements is not true regarding nonverbal communication?

(a) Nonverbal cues are especially important for conveying feelings

(b) The power of nonverbal communication lies in its reliability

(c) If a person says one thing but transmits a conflicting message nonverbally, we almost

invariably believe the nonverbal signal

(d) You can just pick up a book on nonverbal language and master the vocabulary of gestures that are common

in a particular culture

(e) To a great degree, an individual’s credibility as a communicator depends on nonverbal messages.

50. Which of the following is/are the characteristic(s) of ‘win-win’ negotiating style?

I. Mutual gain is viewed as attainable.

II. Long-term approach seeks good relationship.

III. Only task issues are considered.

IV. Parties accept the other person’s view grudgingly.



(c) Both (III) and (IV) above



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51. Which of the following is not a factor that influences the ethical behavior of a manager?

(a) Company mission

(b) Individual characteristics

(c) Structural variables

(d) Organizational culture

(e) Issue intensity.

52. Organizing means putting things in order. Arrange the following steps involved in organizing in the right order.

I. Dividing into units.

II. Delegating work.

III. Coordination.

IV. Preparing a list of activities.

V. Identifying the objective.

(a) (I), (II), (III), (IV), (V)

(b) (II), (IV), (V), (I), (III)

(c) (IV), (III), (II), (I), (V)

(d) (V), (I), (IV), (II), (III)

(e) (V), (IV), (I), (II), (III).

53. Stress occurs when the body performs activities outside its capabilities or when a person faces extraordinary

demand. Stress can be positive or negative. Which of the following is called as positive stress?

(a) Distress

(b) Internal stress

(c) Eustress

(d) External stress

(e) Job stress.

54. Mr. Vivek is always obsessed with producing quality work. He takes too much time to reply to mails and do other

minor jobs. However, this obsession often results in wastage of time and in missing deadlines. Which of the

following types of time abusers relates to Mr. Vivek’s obsession?

(a) Yes man

(b) The analyzer

(c) People pleaser

(d) The preemptive

(e) Proactive.

55. Goleman and Cary Cherniss have developed certain guidelines for conducting training programs for developing

emotional intelligence in an organization. These guidelines are grouped into various stages. In which of the

following stages is the support and guidance of colleagues, superiors and the management critical?

(a) Exploring

(b) Training

(c) Evaluation

(d) Application

(e) Preparation.

56. A Japanese term used to describe minor changes and innovations in operations to bring about an improvement in

the process is termed as

(a) Intrapreneurship

(b) Kaizen

(c) Exnovation

(d) Creative training

(e) Creative overloading.

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57. Hens Selye, developed a model called the General Adaptive Syndrome model. Which of the following is/are not

true regarding this model?

I. The model explains the phenomenon of stress.

II. The model explains symptoms of unmanaged stress.

III. The model explains the levels of stress.

IV. The model explains the strategies to fight stress.

(a) Only (I) above

(b) Both (I) and (III) above (c) Both (II) and (IV) above


(e) All (I), (II), (III) and (IV) above.

58. Which of the following qualities is not essential for an employee with good interpersonal skills?

(a) Ability to repeat the mistakes

(b) Ability to treat everyone with respect

(c) Ability to resolve conflicts in time

(d) Ability to manage behavior in personal interactions

(e) Ability to get along with others.

59. Which of the following is/are the factors creating job stress?

I. Personal inadequacy.

II. Role conflicts. III. Difficult clients.

IV. Lack of organizational skills.

(a) Only (I) above

(b) Both (I) and (III) above

(c) Both (II) and (IV) above



60. Planning is the first activity that any manager needs to undertake. Which of the following is not an aim of

planning?

(a) To achieve the objectives of the organization

(b) To motivate employees to attain high objectives (c) To allocate the right task to the right person

(d) To serve as a yardstick to measure the attainment of goals

(e) To maintain uniformity in the teamwork.

61. According to Stephen Covey, the first phase of time planning involves

(a) Taking a wide-angle view of future events and scheduling them

(b) Self-management

(c) Monitoring the use of time

(d) Planning and prioritizing activities on a daily basis

(e) Identifying the various demands placed on a manager.

62. Holistic therapies allow the body to heal naturally. These therapies have no side effects and are reliable. In which

of the following therapies, essential oils are used in the treatment process?

I. Massage therapy.

II. Aromatherapy.

III. Nutrition therapy.

IV. Reflexology.

(a) Only (I) above

(b) Only (II) above



(e) Both (III) and (IV) above.

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63. A manager asks his subordinate, ‘Get this report finished by evening’, the subordinate replies ‘Why are you

telling me to do this now? Don’t you know that I am busy?’ This is an example of

(a) Crossed transaction

(b) Superior transaction

(c) Complementary transaction

(d) Parallel transaction

(e) Ulterior transaction.

64. Vision Infosystems is facing tough competition in networking business. They want to implement reverse

brainstorming technique to generate creative ideas. The company derives a solution and views it from the

competitor’s point of view. Which of the following is not a step in the process of reverse brainstorming?

(a) Participants start by deconstructing the ideas and contradicting the solution

(b) A problem statement is prepared (c) Find a new solution

(d) Find the various drawbacks or pitfalls in the solution

(e) The appropriate solution is explained to the group.

65. Managers should set goals in such a way that there is enough time left to take care of deviations if any. Which of

the following is/are the advantages to managers with regard to goal setting?

I. The managers feel less responsible and accountable.

II. It provides regular feedback on the performance.

III. Increases communication barriers.

IV. It provides a standard way to measure an outcome.

V. It improves productivity.

(a) Only (I) above

(b) Both (II) and (V) above (c) (II), (IV) and (V) above

(d) (I), (III), (IV) and (V) above


66. Each person exhibits three distinct ego states – parent, adult and child. Ego state of a person can be understood

and analyzed through all the following, except

(a) Words

(b) Voices

(c) Gestures

(d) Outlook

(e) Profession.

67. Managers need to have good interpersonal skills if they are to be successful. In this regard, which of the following

is/are the essential interpersonal competencies to be processed by a manager?

I. Self-awareness.

II. Communication skills.

III. Acknowledging his/her own interest.

IV. Motivation.




(d) (I), (II) and (IV) above


68. Conflict is a reality in organization. There are two types of people handling conflict. Which of the following types

of people try to bring successful resolution to a conflict and act rationally?

(a) Peacekeeper

(b) Mediator

(c) Peacemaker

(d) Moderator

(e) Middlemen.

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69. Ms. Preeti working with a multi-national company for the past five years, has been recently given a new role of

change agent. Change agents are progressive and pioneering and are continually motivated to create a better

organization. Which of the following is not a characteristic of change agents?

(a) They are able to create an atmosphere which is conducive for change

(b) They are adept at all the rational and emotional aspects of change

(c) They are open to criticism and often look for opinion about their ideas

(d) They have talent to persuade others to accept their ideas

(e) They are able to discard new ideas easily and adopt old ideas when the situation demands.

70. Internal time-wasters are internal situations that result in time wastage. Internal time-wastage is the result of

procrastination. Which of the following statements is/are true regarding procrastination?

I. Managers who procrastinate spend days together analyzing the problem or activity, wasting a lot of time in

this process.

II. Procrastination means postponing or avoiding to take important decisions or tasks because they are difficult.

III. Procrastination at work or in making decisions may result in a lot of time being saved for managers.

IV. Procrastination must be done to avoid any crisis.

(a) Only (I) above

(b) Only (IV) above




71. There are various steps to prevent crisis. Which of the following is the second step used by an organization to

prevent crisis?

(a) Planning for a crisis

(b) Resolving crisis

(c) Having a written plan

(d) Formulating strategies for dealing with crisis

(e) Establishing clear chains of command.

72. Which of the following ego states is/are the logical thinking side of a personality?

I. Adult.

II. Child.

III. Parent.

(a) Only (I) above





73. Emotional Intelligence has two major components, personal and social competence. Personal competence

includes awareness of the self and social competence includes social awareness and management of relationships.

Which of the following is/are the characteristic(s) of personal competence?

I. It includes awareness of one’s strengths and weakness.

II. It has the ability to deal with changing situations.

III. It helps to manage our own moods and emotions.

(a) Only (I) above





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74. Megha, the new employee feels that she has joined the best organization as she finds her colleagues to be very supportive and her job very interesting. She is highly energetic and enthusiastic and thus fully charged. In which

of the following stages of the burnout process is Megha considered to be?

(a) Brownout stage

(b) Recovery stage

(c) Burnout stage

(d) Awakening stage

(e) Honeymoon stage.

75. Quadrant of misconception is one of the quadrants of the time management matrix designed by Stephen Covey

that determines a managers’ style of planning. Which of the following is/are true regarding the quadrant of

misconception?

I. It requires immediate attention. II. It is vital but not immediate.

III. It is immediate but not vital.

IV. It is neither immediate nor vital.

(a) Only (I) above



(d) Both (II) and (IV) above


76. Choosing the right style of communication is crucial in business interactions and it depends a lot on the culture of

a region. Which of the following styles of communication emphasizes on the achievements of a group?

(a) Collective style

(b) Democratic style (c) Intrapersonal style

(d) Individualistic style

(e) Autocratic style.

77. Based on the warning time available, a crisis could be described as either a sudden crisis or smoldering crisis.

Which of the following is an example of smoldering crisis?

(a) In Anand Ltd., there was a short circuit and all the machinery came to a stand still

(b) Employees of Mona Ltd., went on strike

(c) Due to sudden marketing conditions sales of Aloknath Ltd., dropped

(d) Methly Isocyanate leaked from Union Carbide India Ltd., the pesticide plant at Bhopal

(e) Hemanth fisheries Ltd., was destroyed by floods.

78. Managers may spend only a few seconds on taking a decision but this decision could have a major impact on the organization. Which of the following statements is/are true regarding weighing the pros and cons method used

for effective decision-making?

I. In this method, each alternative is selected and given some values.

II. In this method, managers depend on historical data to select the criterion.

III. Decision is based on the criterion.

IV. This method is also called Franklin’s rule.

(a) Only (II) above

(b) Both (I) and (IV) above

(c) Both (II) and (III) above



79. There are various types of crisis that are classified on the basis of their causes. Which of the following crisis is

known as an act of God?

(a) Industrial accidents

(b) Hostile turnover attempt

(c) Product failure

(d) Natural disaster

(e) Public perception.

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80. Innovation is the process of developing a creative idea that can be put into practical use. Innovation can be

revolutionary or evolutionary. Which of the following is/are evolutionary innovations?

I. Telephones.

II. Superfast cars.

III. Cordless phones.

IV. Fans.

(a) Only (II) above

(b) Both (II) and (III) above (c) Both (III) and (IV) above



81. Which of the following statements is/are true regarding burnout and stress?

I. Stress is the result of burnout.

II. Stress occurs over a short-term whereas burnout is a long-term effect.

III. Stress results in exhaustion, loss of concentration and shows symptoms of burnout.

(a) Only (I) above





82. In the Parent ego state, the Parent is unique for each person because the recordings made in each person’s brain

during childhood are unique for that person. There are various manifestations of the Parent ego state. Which of

the following form(s) is/are taken by this state?

I. Neglecting.

II. Critical.

III. Nurturing. IV. Stable.

(a) Only (I) above

(b) Only (IV) above




83. Rachna is married for the last three years and is being harassed by her in-laws. In this context, Rachna is under

which of the following types of stress?

(a) Health related stress

(b) Job stress

(c) Society related stress (d) Work related stress

(e) Family stress.

84. The impact of globalization has fuelled many changes in the corporate world .Virgo IT Solutions provides a

supportive environment to manage the personal lives of the employees by providing flexi time option, commuting

facilities etc. This harmonic balance is termed as

(a) Career balance

(b) Happy-life balance

(c) Work-life balance

(d) Spiritual-life balance

(e) Sad-life balance.

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85. Managers may spend only a few seconds on taking a decision but this decision could have a major impact on the organization. Which of the following statements is/are true regarding heuristics method used for effective

decision-making?

I. In this method, an important criterion is selected.

II. Decision is based on the criterion.

III. This method is also called Franklin’s rule.

IV. In this method, each alternative is selected and given some values.

(a) Only (II) above





86. Mr. Mehra, working for BRK group of companies always prefers things to be clear and organized. When things

get disorganized or uncertain, he begins to feel insecure and thus avoids such situations. He always resists change

and is comfortable with routine work, thus avoiding creativity. This type of behavior of Mr. Mehra, results in

which of the following barriers to creative thinking?

(a) Fear

(b) Stress

(c) Pessimism

(d) Anxiety

(e) Environment.

87. The importance of work-life balance is felt due to all the following reasons, except

(a) Changing social scene

(b) Changing work culture (c) Decreased work time

(d) Increased work time

(e) Dual income families.

88. Leaders have to know how to motivate people with different motivation levels and also in all kinds of situations.

There are various ways by which they can motivate people. Which of the following is not among the general

methods of motivation?

(a) Motivating by not sharing the burden of risk

(b) Motivating by cultivating passion

(c) Motivating by caring

(d) Motivating by inspiring trust among people

(e) Motivating by setting difficult goals.

89. Which of the following are used by employees to fill in a detailed account of the time spent at the workplace?

(a) Time blocks

(b) Time slots

(c) Time charts

(d) Time logs

(e) Time marks.

90. Mind mapping is a popular technique which is used to stimulate creativity and generate new ideas in an

individual. Mind map should use all of the following, except

(a) Images

(b) Branches

(c) Headings

(d) Hierarchy (e) Associations.

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91. Executives can be classified into various groups on the basis of their decision-making skills. One of such groups

is the followers. Which of the following is/are true regarding followers?

I. Followers like proven and reliable ideas.

II. They are the easiest to persuade.

III. Followers have short attention spans and they do not relish lengthy single-sided persuasions.

(a) Only (I) above

(b) Only (II) above

(c) Both (I) and (II) above (d) Both (I) and (III) above


92. ‘Six thinking hats’ is a technique that represents six modes and directions of thinking. Which of the following

types of hat involves collection of the necessary information, which is neutral without any interpretations and

analysis?

(a) White hat

(b) Green hat

(c) Yellow hat

(d) Black hat

(e) Red hat.

93. Planning makes time management systematic and effective. Which of the following is/are not the component(s)

of an ideal time plan?

I. Time factor.

II. Rewards.

III. Time logs.

IV. Group tasks.

(a) Only (II) above



(d) (II), (III) and (IV) above


94. A financial organization plans to launch new mutual funds in the market. They want to come up with a product

that attracts a lot of customers. The management team in the organization selects six people from the organization and a moderator to lead them. Each of the selected members is asked to present their ideas on a paper and pass

that on to the moderator. The moderator then collects all the ideas in a single list and returns it to the team

members for ranking. The idea that gets the highest collective rank from each of the team member is selected.

Which of the following creative techniques is used by the organization?

(a) Brainstorming

(b) Six thinking hats

(c) Delphi technique

(d) Mind mapping

(e) Lateral thinking.

95. Creativity in managers is the capability to discover new ways of handling problem situations, which depends on

certain mental components of the individual. Which of the following is/are true regarding the ‘fluency’

component of creativity?

I. It is the ability to generate a large number of relevant ideas continuously with reference to a particular

problem or situation.

II. It is the ability to view an aspect from different perspectives.

III. It is the ability to produce unusual, novel answers to questions and interpretations of situations.

IV. It is the ability to face challenges thrown by complex situations.

(a) Only (I) above

(b) Only (II) above

(c) Only (III) above


(e) Both (III) and (IV) above.

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96. Gaurav, a manager working with CVC Finance, analyzed his time logs and then realized that lot of time is being wasted due to lack of proper time management. He felt that the day can be divided into blocks wherein adequate

time can be allocated for office and personal work. Gaurav has used which of the following strategies for

controlling time-wasters?

(a) Biological clock

(b) Prioritize

(c) Spiritual planning

(d) Accessibility

(e) Divide time.

97. Effective managers are effective communicators. Which of the following is not a component of effective

communication?

(a) Speaker’s attire (b) Circumstances

(c) Clarity

(d) Content

(e) Feedback.

98. There are various dimensions in which culture can be classified. In which of the following cultures, as described

by psychologist Hofstede, change can occur more rapidly and commitments do not become impediment to

change?

(a) Power distance

(b) Uncertainty avoidance

(c) Long-term orientation

(d) Individualism

(e) Collectivism.

99. Emotional intelligence has gained importance in recent times. Which of the following statements are true

regarding emotional intelligence?

I. Emotional intelligence guides the thinking process of an individual.

II. It has now become an integral part of corporate training.

III. While recruiting employees, emotional intelligence is not considered.

IV. It is a form of social intelligence that involves the ability to monitor one’s own feelings and emotions.




(d) (I), (II) and (IV) above

(e) (I), (III) and (IV) above.

100. The child ego state consists of all the recordings of behavior, thoughts or feelings of a person’s childhood. The

term ‘little professor’ is given when the child is

(a) Playful

(b) Affectionate

(c) Guilty

(d) Spontaneous

(e) Considerate.

END OF QUESTION PAPER

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Suggested Answers Business Communication & Soft Skills (SMB102)

ANSWER REASON

1. C Projects undertaken that show an ability to work with others; and writing or speaking activities,

publications, and roles in academic or professional organizations should not be included in the education section. It should go as a separate section which lists the honors and achievements.

2. A This provides the opportunity for the respondent to reveal feelings and information, whereas the

other questions allow the interviewer control over the questions and responses. Hence, option (a) is the open-ended question

3. C Summary, conclusions and recommendations explain ‘Tell them what you told them’.

4. E Except ‘Glossary’ the rest are examples of classification of reports.

5. C Visual aids are used to strengthen our material by clarifying, simplifying, or emphasizing it, and

to attract the reader’s attention for a specific purpose. Reports are used for conveying information objectively from one organizational area to another.

6. D A claim letter is a request for an adjustment. When writers ask for something to which they think

they are entitled (such as a refund, replacement, exchange, or payment for damages), the letter is called a claim letter. ‘Placing future orders’ relates to acknowledgement letter.

7. C Self-analysis must be undertaken by all prospective job applicants to identify their strengths,

interests and achievements. It will help them to find ready answers to questions asked during an employment interview.

8. D Negotiation tactics binge on the variables; some of which are conceded by one patty and some by

the other party. Variables that are traded are referred to as concessions.

9. B The chronological résumé (but NOT the Functional résumé) is the traditional and the most

common kind of résumé. Hence, option (b) is not true.

10. A Except ‘Postscript’ the rest are the elements of a report.

11. B When you have to present detailed, numerical information, use a table, for a systematic

arrangement of data in columns and rows. Tables are ideal when the audience needs the facts, all

the facts, and when the information would be either difficult or clumsy to handle in the main text. Line charts depict changes in quantitative data over time and illustrate trends.

12. A ‘Distracting sounds’ is the barrier to listening that disturbed Manish.

13. B Include the following information in the ‘Education’ section:

Colleges/Universities/Technical schools attended including location and inclusive dates of attendance

Major area of study

Degree(s) awarded or to be awarded

Actual or anticipated graduation date

Marks/grades

Details of other courses you have done that are relevant to the position for which you are applying.

14. D ‘Encourage feedback on any misunderstood or unclear points’ relates to confirmation memo.

15. B Persuasive interviews primarily seek to induce somebody to adopt a new idea, product or service and are generally associated with selling.

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16. E Defining the problem and the purpose.

Identifying and organizing the issues for investigation.

Conducting research.

Analyzing and interpreting data, drawing conclusions and developing recommendations.

All the above are the steps involved in writing a report.

17. A A Gantt chart is a horizontal bar chart that graphically displays time relationships. Time is

displayed on the horizontal axis and tasks are shown on the vertical axis. The length of the bars

depicts the time they represent.

18. B As negotiation is essentially a communication process, its success to a great extent will depend on how well the two parties can build and it is called ‘bridges of rapport’.

19. E “The memo should be designed as a fill-in form on which data can be entered quickly” is not true

regarding the guidelines for writing the ideas and suggestions memo. It relates to a periodic report memo.

20. A The heading contains the writer’s address but not the message.

21. E Except the name of the sender, the rest are to be included.

22. A “Conclusion” is a logical interpretation of what the facts in your report mean. This interpretation

can be based on never-before mentioned information. Whatever conclusions you draw, they must

be derived from the facts and information included in your report. “Recommendations” are inappropriate in a report when you are not expected to supply them, so you must know the

difference between “conclusions” and “recommendations.”A “conclusion” is an interpretation of what the facts mean; a “recommendation” suggests what ought to be done about the facts.

23. C The win-lose approach or bargaining approach is characterized by competitiveness as every party

emerges as the winner. Ideally, the conflicting parties should aim at a win-win approach (the interests of both the parties are taken into consideration).

24. B The question mentioned is an example of a vague memo.

25. C Statements (I) and (II) are true regarding the organization of information in well-written

application letters, whereas statement (III) relates to the length of the application letter. Therefore, option (c) is the correct answer.

26. E ‘All lines in a letter begin at the left margin’ is true with regard to simplified block format.

Like the block format, all lines begin at the left margin, but the salutation and complimentary

close are omitted and a subject line is required. The subject line is placed a double space below the inside address and a double space above the body.

27. A A report can end with all the options like, summary, conclusion, review and recommendations but not with an authorization message.

28. E Manipulation creates bitterness rather than harmony. Hence, (e) is the correct option.

29. A Pictograms can be more dramatic than being meaningful visual aids.

30. B When a person wants to sift through what he has heard and come to a decision, he must listen

critically. This involves judging the clarity, accuracy and reliability of the evidence that is presented, and being alert to the effects of emotional appeals.

31. E Option (e) relates to Summary of job skills section.

32. D Option (d) comes under the closing paragraph of an application letter. Options (a), (b) and (e)

relate to the items of checklist related to the next several paragraphs and (c) comes under the opening paragraph.

33. D Statement (I) is not true since the competing approach generates ill-will that is costly and

unpleasant. Statement (II) is not true since collaborating approach focuses on satisfying both

parties to the greatest degree. Statement (III) is not true since avoiding approach focuses away from the conflict altogether.

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34. A Formal reports are carefully structured; they stress objectivity and organization, contain much

detail, and are written in a style that tends to eliminate such elements as personal pronouns.

35. C The multiple-range bar chart also called a comparative or cluster bar chart, is useful for

expressing data that change over time. It is especially effective in comparing more than one

quantity (set of data) at each point and compares the frequency of reported injuries at three plants over an entire year.

36. E Visual aids should be such that (a) they can be understood quickly by the audience and (b) they do not detract from the presentation. So follow these guidelines:

Be sure that all members of the audience can see the visual aids

Allow the audience time to read a visual aid before providing an explanation.

Limit each visual aid to one idea.

Illustrate only the main points, not the entire presentation.

Paraphrase the text of the visual aid; don’t read it word-for-word.

37. D Speech does not relate to the written channel.

38. C Focus on a central selling feature does not relate to the last paragraph of writing to persuade.

39. B Whenever possible, an application letter should be addressed to a person but not to the title.

Letters addressed to “Mr. Gagan Bhujbal” does create a more favorable impression than one

addressed to the “Human Resource Manager”. Therefore, option (b) is not a quality of well-written application letter.

40. C Statements (II) and (III) are true regarding counseling interviews i.e., these provide guidance and

assistance to employees and these involve personal and emotional issues.

Statement (I) is not true regarding counseling interviews since employment interviews seek to determine whether a particular applicant is suitable for the job or not.

Statement (IV) is not true regarding counseling interviews since performance appraisal interviews provide job-related feedback to employees.

41. B When the General Manager and the Sales Manager agree on this plan of action, it is common to

find the General Manager confirming this agreement with a memo. Therefore, a confirmation memo is used to confirm in writing something that has been agreed-to verbally.

42. E A well-written application letter usually contains reader-benefit material, explaining what you

can do for the reader. Your education and training and/or personal traits usually constitute the

main reasons the employer will recruit you. It is for you to ensure that you convert factual information of this nature into material that the reader can use to his advantage.

43. D ‘Recommendations’ is generally not covered in an introduction part of the report.

44. E Communication, internal and external, takes place in a nonverbal and verbal mariner: through

gestures, expressions, meetings, listening, speaking and writing.

45. B Some writers now use a salute opening on the salutation line. “Thank you, Mr. Raina” is an

example of salute opening.

46. E Including resale - favorable statements about the product ordered - is helpful for four reasons:

(1) it might cause credit applicants to prefer the brand, and may even make them feel like buying

it on a cash basis, (2) it suggests that the writer is trying to be helpful, (3) it makes the writing

easier because negative thoughts are easier to de-emphasize when cushioned with resale material,

(4) and it can confirm the credit applicant’s judgment in choosing the merchandise, thus making an indirect compliment. Hence, (e) is not true, since figures should precede the statement of refusal.

47. D For maximum impact, business people should use both written and spoken channels.

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48. D Statements (I) and (III) are true.

The first paragraph of the bad news letter should be neutral, relevant, and succinct leading to the

bad news.

It should not mislead the audience.

Hence, option (d) is correct.

It should build a transition into the discussion of reasons without (but not along with) revealing the unpleasant news.

49. D For one thing, it is less structured, which makes it more difficult to study. You can’t just pick up

a book on nonverbal language and master the vocabulary of gestures that are common in a particular culture.

50. B Statement (I) and (II) are the characteristics of win-win approach:

Mutual gain is viewed as attainable.

Long-term approach seeks good relationship.

Statement (III) is the characteristic of bargaining approach.

Statement (IV) is the characteristic of compromise approach.

51. A Company mission is not a factor that influences the ethical behavior of a manager.

Factors that influence the ethical behavior of a manager are:

Individual characteristics

Structural variables

Organizational culture

Issue intensity

Hence, option (a) the company mission is the answer.

52. E (V), (IV), (I), (II), (III) are the steps in the right order.

Identifying the objective.

Preparing a list of activities.

Dividing into units.

Delegating work.

Coordination.

Therefore, option (e) is the correct answer.

53. C Eustress is called as positive stress.

54. B The Perfectionist/the Analyzer: A person who is obsessed with the quality of the resultant

work is called a perfectionist or analyzer. He/she is obsessed with producing quality work. So

he/she takes more than the allotted time to complete work. He/she takes too much time to

perform even minor activities (like replying to a mail). This obsession results in wastage of time

and in missing deadlines. The perfectionist must be taught the importance of managing time and meeting deadlines.

55. D Application stage relates to the application of the skills learned during training in the actual job

situation.

56. B Kaizen is a Japanese term used to describe minor changes and innovations in operations to bring about an improvement in the process.

57. C Statements (II) and (IV) are not true regarding general adaptive syndrome model.

The model does not explain symptoms of unmanaged stress.

The model does not explain the strategies to fight stress.

Statements (I) and (III) are true regarding general adaptive syndrome model.

Therefore, option (c) is the correct answer.

58. A Ability to repeat the mistakes is not essential for an employee with good interpersonal skills.

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59. D Statements (I), (II) and (III) are caused due to job stress.

Personal inadequacy.

Role conflicts.

Difficult clients.

Statement (IV) is not caused due to job stress.

Therefore, option (d) is the correct answer.

60. C To allocate the right task to the right person is an aim of organizing. All other options are true

about the aims of planning.

61. E According to Stephen Covey, there are four phases of time planning. The first phase involves

identifying the various demands placed on a manager. The second phase of planning involves

taking a wide-angle view of future events and scheduling them. The third phase of planning

involves monitoring the use of time. In this phase, managers plan and prioritize activities on a daily basis. The fourth phase of planning involves self-management.

62. B Statement (II) essential oils are used in the treatment process.

Aromatherapy

Aromatherapy is the use of essential oils in the treatment process. The oils are derived from plants and flowers. They are popular for improving emotional and physical health.

Statements (I), (III) and (IV) oils are not used in the treatment process.

Therefore, option (b) is the correct answer.

63. A Crossed transaction: When there is a conflict of interest. The lines representing these transactions cross and it is a case of crossed transaction.

64. B A problem statement is prepared is not a step in the process of reverse brainstorming.

All other steps are correct about reverse brainstorming.

65. C Statements (II), (IV) and (V) are the advantages of goal setting.

Provides regular feedback on the performance.

Provides a standard way to measure an outcome.

Improves productivity.

Statements (I) and (III) are the disadvantages of goal setting.


66. E Through profession ego state of a person cannot be understood and analyzed.

67. D Statements (I), (II) and (IV) are the essential interpersonal competencies a manager should possess.

Self-awareness.

Communication skills.

Motivation.

Statement (III) should not be possessed by a manager.


68. C Peacemakers are the people who try to bring successful resolution to the conflict and act

rationally.

69. E They are able to discard old ideas easily and adopt new ones when the situation demands is not

correct about change agent.

70. C Statements (I) and (II) are true regarding procrastination.

Managers who procrastinate spend days together analyzing the problem or activity, wasting a lot of time in this process.

Procrastination means postponing or avoiding to take important decisions or tasks because they are difficult.

Statements (III) and (IV) are not true regarding procrastination.


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71. D Formulating strategies for dealing with a crisis is the second step used by an organization to prevent crisis.

72. A Statement (I) is the logical thinking side of personality.

Adult ego state is the logical thinking side of personality.

Statements (II) and (III) are not the logical thinking side of personality.

Child

Parent.

Therefore, option (a) is the correct answer.

73. E Statements (I), (II) and (III) are the characteristics of personal competence.

It includes awareness of own strengths and weakness.

Has the ability to deal with changing situations.

Helps to manage our own moods and emotions.

Therefore, option (e) is the correct answer.

74. E Honeymoon stage, is the stage in which work and the colleagues seems to be really good and supportive and work seems to be good. The employee has lot of energy and enthusiasm to work.

75. B Statement (III) is true regarding quadrant of misconception or quadrant III.

It is immediate but not vital.

Statements (I), (II) and (IV) are not true they belong to quadrant I and II respectively.


76. A Collective style emphasizes is given to the achievements of the groups.

77. B Smoldering crisis result from employee problems like boycotting work, strike by employees to

achieve their demands etc Eg:

Employees of Mona Ltd., went on union strike.

Statements (a), (c), (d) and (e) are examples of sudden crisis that occurs without any warning. They can occur as a result of various factors like natural disasters, industrial accidents.

In Anand Ltd., there was a short circuit and all the machinery came to a stand still

Due to sudden marketing conditions sales of Aloknath Ltd., dropped

Methly Isocyanate leaked from Union Carbide India Ltd., pesticide plant at Bhopal.

Hemanth fisheries Ltd., was destroyed by floods.

Hence (b) is the correct answer.

78. B Statements (I) and (IV) are true regarding weighing pros and cons method used for effective decision-making.

In this method, each alternative is selected and given some values.

This method is also called Franklin’s rule.

Statements (II) and (III) are not true because they are related to Heuristic method.

In this method, managers depend on historical data to select the criterion.

Decision is based on the criterion.


79. D Natural disasters: Natural disasters are also known as acts of God and cannot be prevented by

human beings. Examples of natural disasters are volcano eruptions, earthquakes, tsunamis, floods, cyclones, etc.

80. B Statements (II) and (III) are evolutionary innovations.

Superfast cars.

Cordless phones.

Evolutionary innovation is an improvement upon existing ideas.

Statements (I) and (IV) are revolutionary innovation.


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81. D Statements (II) and (III) are true regarding the difference between burnout and stress.

Stress occurs over the short-term whereas burnout is long-term.

Stress results in exhaustion, loss of concentration and shows symptoms of burnout.

Statement (I) is not true.

Stress is not the result of burnout, but burnout is the result of rigorous stress.

Therefore, option (d) is the right answer.

82. D Statements (II) and (III) are the forms taken in the parent ego state.

Critical.

Nurturing.

Statements (I) and (IV) are not the forms taken in the parent ego state.


83. E Family stress: Family stress may arise from conflict of ideas or relationships with spouse,

children, siblings, parents. This stress may also be caused by the ill-health of a family member, financial problems, a divorce, or the death of a dear one.

84. C Work-life balance is a harmonic balance of work and domestic life.

85. B Statements (I) and (II) are true regarding heuristics method.

In this method, an important criterion is selected.

Decision is based on the criterion.

Statements (III) and (IV) are not true.


86. D Anxiety is a barrier to creativity. Some managers prefer things to be clear and organized. Some

managers are resistant to change. When things get disorganized or uncertain they become

insecure and avoid these situations. Any change in the scenario makes them anxious. So they prefer to stick to the conventional approach and avoid creativity.

87. C Decreased work time is not a reason for the growing importance of work life balance.

88. A Motivating by not sharing risk is not among the general methods of motivation.

Along with the other motivating factors sharing the burden of risk can also motivate employees. They should be convinced about the positive outcomes of taking such risk.

89. D Time logs are used by employees to fill in a detailed account of the time spent at the workplace.

90. B Branches are not used in the mind mapping technique.

91. C Statement (I) and (II) are true while persuading followers type of executives.

Followers like proven and reliable ideas.

They are the easiest to persuade.

Statement (III) is not true.


92. A White hat involves collection of the necessary information, which is neutral without any

interpretations and analysis. Six thinking hat is a technique, becoming increasingly popular now a days.

93. B Statement (III) is not a component of an ideal time plan.

Time logs.

Statements (I), (II) and (IV) are the components of an ideal time plan.


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94. C Delphi technique is used by used by the organization. In this technique, a team of experts deals with a specific issue. These experts should be unbiased in their judgment or opinion.

The Delphi technique does not stress on an agreement among the views of the experts - its

objective is to narrow down the options. It supports individual creativity in a group. It also helps

avoid mental blocks like fear of humiliation and fear of failure, which are common in face-to-face discussions.

95. A Statement (I) is true regarding the fluency component of creativity.

It is the ability to generate a large number of relevant ideas continuously with reference to a particular problem or situation.

Statements (II), (III) and (IV) are not true regarding the fluency component of creativity.

It is the ability to view an aspect from different perspectives.

It is the ability to produce unusual, novel answers to questions and interpretations of situations.

It is the ability to face challenges thrown by complex situations.

Therefore, option (a) is the correct answer.

96. E Divide time allows Gaurav to know how effectively they can manage their time.

97. A Speaker’s attire is not a component of effective communication.

98. C In long term orientation culture, change can occur more rapidly a long-term traditions and commitments do not become impediments to change.

99. D Statements (I), (II) and (IV) are true regarding emotional intelligence.

It guides the thinking process of an individual.

It has now become an integral part of corporate training.

It is a form of social intelligence that involves the ability to monitor one’s own feelings and emotions.

Statement (III) is not true regarding emotional intelligence.

While recruiting employees emotional intelligence is not considered.

More and more organizations are giving importance to emotional intelligence while recruiting

people.


100. E When the child is considerate is called little professor.

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