Business Communication (MB121) April 2004 Suggested Answers

Suggested Answers
Business Communication (MB121)
1. Answer :
(a)
Reason: The process of any type of communication involves different phases. They are Sender, Encoding,
Message, Channel, Receiver, Decoding and Feedback.
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2. Answer : (a)
Reason : Communication is divided in to verbal and nonverbal communication. Non-verbal communication is
the communication which doesn’t involve words. Here twitching, scratching, rolling your eyes is
non-verbal communication.
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3. Answer : (a)
Reason : It is always advisable to place the good news either in the beginning or after the beginning because it
creates the interest in the reader to reader further.
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4. Answer : (d)
Reason: In the closing paragraph in a routine inquiry message it is advisable to have a friendly comment not
a question, an explanation or a promise to buy.
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5. Answer : (c)
Reason: The main lines of operational communication through which information flows are referred to as
formal networks.
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6. Answer : (e)
Reason: Grapevine or informal communication is an inevitable part of the organization. So the best thing
manager can do is to keep in touch with it and use it as and when required.
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7. Answer :
(a)
Reason: Interviews can be structured in different ways. The structure determines what kind of planning you
ought to put in and what sort of results you can expect. A directive approach is useful when you are
looking for precise, reliable information in a short time. Close-ended questions are advisable when
the interviewer wants precise information on a specific issue
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8. Answer :
(c)
Reason: Reconciling differences among group members through meditation or by using humor to relieve
tension refers to harmonizing.
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9. Answer : (b)
Reason: All the statements except the statement body language, facial expressions, and vocal characteristics
are easier to control than words, is true. But body language, facial expressions, and vocal
characteristics which come under non-verbal communication are difficult to control.
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10. Answer : (e)
Reason : Egotism, defensiveness, hostility, preoccupation, fear are the examples of psychological noise
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11. Answer :
(d)
Reason: When faced with conflict, different people respond in different ways. Compromising is one of
them. Though this approach is also cooperative in nature, here the cooperation is dictated by selfinterest.
Each party foregoes something that it is seeking in order to reach an agreement. A
compromise is best when the goals of both parties are important but not worth pushing too hard to
achieve; A compromise is best when a quick solution is the need of the hour.
A compromise is not advisable when you have to protect yourself against those who would take
advantage of a more cooperative approach instead, competing is advisable in such a situation
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12. Answer : (a)
Reason : In the sentence, the report is due on March 17, 1999, in the Dayton, Ohio, office.
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13. Answer : (e)
Reason: Generally there will be many obstructions to the free flow of communication and these barriers will
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distort the massage intended for the receiver. One of those barriers is the obstruction occurred due to the
language used. Such barriers are termed as semantic barriers.
14. Answer : (c)
Reason: In the functional resume the skills, accomplishments, employment given in the first section and
academic experience in subordinate sections. In the chronological resume, educational
qualifications, and employment history is presented sequentially in reverse order. In the combination
chronological and functional resume entries under education and experience are sequenced in
chronological order, while other entries are listed under separate headings that emphasize skills that
are of special relevance to the job in question
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15. Answer : (c)
Reason : The informational meeting’s purpose is to inform the group about recent developments
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16. Answer : (d)
Reason: Conflict: It occurs when two more people or parties perceive an incompatibility of goals and
interdependence of activity.
Conflicts are inevitable in the organization. There are many approaches to handle conflicts. In one
of the approaches, Collaborating, it is focused on satisfying both parties to the greatest degree. Both
parties work together to resolve conflicts in a way that meets the concerns of both. It is particularly
appropriate when both parties’ concerns are too important to be compromised; and long-term
relationship between the parties is important.
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17. Answer : (a)
Reason: A brief, accurate record of the business transacted at the previous meeting is called the minutes.
Agenda is a list of topics that will be covered at the meeting. A notice must be issued by the proper
authority, observe a minimum period of notice, state where and when the meeting is to be held,
accompanied by an agenda and sent to all individuals entitled to receive it.
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18. Answer :
(a)
Reason: In the deductive approach, proposal is stated first and then arguments that support the proposal are
presented later. This approach is advisable when the audience are receptive and pleased to listen to
the speaker
When audience are displeased and annoyed to listen to your message it is advised to use inductive
pattern which presents arguments first in a way that leads to the proposition.
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19. Answer : (b)
Reason: The phase in which evaluation of communication process takes place, is feedback, but not in
transmission, reception, decoding and encoding.
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20. Answer : (b)
Reason: Non-verbal communication provides true feed back to the sender whether the receiver understood
the message the way the sender wants him to understand or not. The nods and smiles that are not
directly connected to what the sender is saying conveys to the sender lack of understanding of his
message.
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21. Answer : (b)
Reason: The way people see and interpret reality is known as perception.
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22. Answer : (b)
Reason: One of the components of non-verbal communication Kinesics deal with what a person
communicates with body movements and facial expressions.
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23. Answer :
(c) <>
Reason: In the structure of the letter date is placed six lines below the last line of the letterhead.
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24. Answer : (b)
Reason: The form of communication that includes memos, reports and forms is termed as written
communication.
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25. Answer : (d)
Reason: There are various approaches to conflict. Competing is one of them. A person who adopts this
approach is committed to his own position or perspective and considers relationships as secondary
issue. Competing is advisable when you have to protect yourself against those who would take
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advantage of a more cooperative approach. When you perceive that you have no chance of satisfying your
concern it is better to avoid the conflict. When two parties with equal power are committed to
mutually exclusive goals it is better to compromise. When long-term relationship between the
parties is important and when the goals of both parties are important but not worth pushing too hard
to achieve it advisable to collaborate.
26. Answer : (e)
Reason: There are many factors that impede effective listening. The inability of an individual to listen
properly due to their excessive concern with themselves is termed as egocentrism one of the
attitudinal barrier. Casual attitude is also one of the attitudinal barriers which says that we generally
assume that listening is relatively easy hence we take listening casually. Preoccupation is also one of
the attitudinal barriers which is the inability of receiver to listen properly because his mind is filled
with other thoughts. Prejudice is also one of the attitudinal barriers means deep-seated beliefs make
it impossible for us to be receptive to the speaker. Discriminative listening involves an attempt to
distinguish one sound from all the others
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27. Answer : (d)
Reason: Communication flows in the organization from superior to the subordinates which is called as
downward communication, starts at subordinates and ends at superior which is called as upward
communication and flow will be among employees of same position in the organization which is
known as lateral communication. There will be different objectives for different types of
communication. The objectives of the downward communication are (a) To give job instructions, (b)
To provide information about procedures and practice (c) To provide motivation to the workers, (e)
To give training but not (d) To request for leave.
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28. Answer :
(b)
Reason: The most general statement of the speech is called the “core statement”; the less general statements
are termed as “main points”; and the least general statements are known as “sub points”.
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29. Answer : (b)
Reason: The term which refers to obstruction in the exchange message is noise. Grapevine is the name for
the informal communication. Network is the spread of the communication in the organization.
Encoding refers to converting the idea of the sender into the message which is understandable to the
receiver.
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30. Answer : (c)
Reason: It is advisable to use a oral channel when we require an immediate feedback from the receiver.
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31. Answer :
(a)
Reason: Negotiation is a dynamic process wherein it cannot be learned following a pre-packaged set of
principles and applying them to all situations. Because, people are often emotional and irrational. To
negotiate well, you must be prepared to use a variety of approaches
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32. Answer : (a)
Reason: Paying attention to what is being said and trying to understand the full message is listening.
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33. Answer : (e)
Reason: Objective of any sales message is to make the receiver convinced about our proposition. Hence, it is
necessary to know what the product will do, exactly what is included in the service, the customers
economic status and education and the customers’ age and culture.
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34. Answer : (c)
Reason: Perception and self-concept of the group members: Each member of a group generally has his own
perception about how the group should function, what kind of goals it should have and how it should
work toward it. At the same time he also has a self-concept, which determines how he will interact
with the others in the group.
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35. Answer : (a)
Reason: General plan for a sales messages follows the AIDA structure. i.e.,
(A)- Attention getting
(I)- arousing Interest
(D)- generating Desire for the product
(A)- encouraging Action.
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36. Answer : (b)
Reason: The study of the non-verbal communication is divided into three main areas, paralanguage, kinesics,
and proxemics.
Proxemics: Proxemics is the study of how people use the physical space around them and what this
use says about them
Kinesics: Human beings convey a lot through body movements and facial expressions. Kinesics is
the study of this kind of communication.
Paralanguage: The study of paralanguage focuses on how you say what you say. The tone of our
voice, the loudness, softness, rate of speech, and the words we choose to accent, communicate a great
deal.
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37. Answer : (d)
Reason: Flow charts are indispensable when illustrating process, procedures, and physical relationships.
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38. Answer : (a)
Reason: The letter formats that are generally used to write business letters are Block, Modified block and
Simplified block.
Simplified block: In this format all lines begin at the left margin.
The other formats are not the type of formats considered for writing letters
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39. Answer : (a)
Reason: If your audience are not aware of you, normally audience may not show interest in what you are
trying to speak. Hence, to make audience listen to what you are saying, it advisable to gain
credibility in the initial portion of your message.
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40. Answer : (a)
Reason: The communication which flows between the units or individuals of same hierarchical level is
termed as Lateral communication. Informal communication is the communication which does not
follow any rules and structure. Upward communication is the communication which starts at
subordinates and ends at the superior. Downward communication is the communication which starts
at the superior and ends at the subordinate. Formal communication is the communication which
follows according to structure and rules of the organization
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41. Answer : (d)
Reason: Communication in the organization can flow in any direction. From superior to subordinate,
subordinate to superior and among the people of same status. In the present question when an
employee communicates with his supervisor it is an example of upward communication.
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42. Answer : (a)
Reason: How people use the physical space around them and what is conveyed about the space is the subject
matter of the study called Proxemics. People generally use the physical space to convey the
relationship with the other person. The space is divided into different zones. The zone, which is
within in the radius of 18inches and reserved for close relations and friends is called as the Intimate
zone.
(b) Personal zone: This zone is stretched from 18 in to 4 ft this is also reserved for friends and
family.
(c) Social zone: This zone extends from 4 to 12 ft. It is in this zone that most business is
transacted.
(d) Public zone: The public zone extends from 12 to 25 ft
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43. Answer : (e)
Reason: The speaker followed the deductive structure to convey his message. Since he has given the
expected reaction for the audience at the starting of the presentation.
Deductive structure: In this structure statement is given first and reasons follow. This structure is
suitable when audience are expected to be receptive
Inductive structure: In this structure reasons are given first and the decision follows. This structure
is suitable for conveying rejection, bad news, and can be used when audience are expected to be
knowledgeable, skeptical and resistant.
Remaining things are speech patterns
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44. Answer : (c) <>
Reason: A response to the claim letter is called as (c) Adjustment letter.
45. Answer : (c)
Reason: The process of communication is divided in to many steps like idea, encoding, message channel,
receiver decoding and the final step is receiver sending the response i.e, feedback. Feedback conveys
the sender whether the receiver understood the message or not. Here the supervisor is trying to under
stand the impact of his message by evaluating receivers facial expressions, and behavior. This
technique comes under learning from feedback.
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46. Answer : (a)
Reason: Visual aids definitely add punch to the speech and make them effective. To know the percentage of
total city dwellers that possess particular brand of car, it is advisable to use pie diagram or otherwise
a stacked bar chart can also be used.
(b) Gantt chart: 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 amount of time they represent.
(c) Bar chart: Is an effective graphic device for quantities. The length of the bars, whether they
are horizontal or vertical, indicates quantity.
(d) Line graph: Depicts changes in quantitative data over time and illustrate trends. Unlike bar
charts, which show only the total amount for a time period, line charts show variations within
each time period.
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47. Answer :
(c)
Reason: Spatial pattern is effective in speeches describing a scene, a location, or a geographical distribution.
For instance, the body of the speech could be arranged from North to South, from top to bottom, or
from center to outside
When you want to present the effects resulting from various causes it is advisable to use Causal
Order
Chronological pattern or time pattern is advisable when you want to explain the process, in
presentation of historic events, and relating personal experiences
Tropical pattern is suggested when you want to present several facts of a topic that are obviously
related and consistent with the subject of the speech
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48. Answer : (c)
Reason: Neena failed to understand Murty’s needs and confused him with her sales pitch. Because Murthy
already said that he doesn’t understand much about computers. Hence, Neena failed to close the
sale.
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49. Answer : (c)
Reason: A brief technical summary is called the abstract which is of no more than 200 words of the report.
The letter of transmittal introduces the purpose and content of the report to the principal reader,
usually the person who requested the report. The table of contents contains page numbers of the
different contents of the report. The executive summary is a one page condensation of the report. Its
audience is made up of managers who rely on executive summaries to cope with the tremendous
amount of paper crossing their desk every day. A list of illustrations is a table of contents for the
figures and tables of a report.
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50. Answer : (c)
Reason: The core statement is, “Petrol consumption is increasing in all parts of India”. The core statement
in the written communication is the most general statement of all the statements given in the
problem. It also conveys the gist of the entire message. Statement III is the most general statement
among all the given statements. Hence, (c) is the correct option.
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51. Answer : (b)
Reason: To persuade the receivers of your message it is advisable to construct the message in a way which
stresses upon the benefits the receivers are going to receive by using either the product or the service
offered in the sales message.
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52. Answer : (b)
Reason: The last section of the body of the sales letter usually asks the reader to take some action towards
buying or getting more information about the product.
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53. Answer : (a) <>
Reason: A persuasive sales letter is needed when a wholesaler marked down the price of a product two days
after you placed the order.
54. Answer : (c)
Reason : The activities involved in effective listening are physically receiving a message, interpreting,
remembering, evaluating and responding
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55. Answer :
(b) <>
Reason : Boss here is trying to convey to Sreeram with his gestures of sitting back expansively, wrapping his
arm over the back of the chair and stretching out his legs in front that, he is confident.
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56. Answer : (c)
Reason: The presenter of a report can be direct when he knows that the reader already trusts him and has a
positive or neutral attitude towards presenter’s topic.
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57. Answer : (a)
Reason: While sending a potential customer a catalog, the best of the opening sentences is ‘Enclosed is the
catalog of our decorator lamps’.
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58. Answer : (a)
Reason: Anecdote means its an illustration in which real-life characters are usually mentioned.
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59. Answer : (e)
Reason: Aubrey Fisher identified four stages in group problem solving. They are A. orientation stage, B. The
conflict stage, C. The emergence stage, D. The reinforcement stage.
Orientation stage: In this stage group members tend to know each other. The communication in this
stage is rather tentative but norms that govern the interactions between the group members are
usually formed at this stage.
The conflict stage: In this stage members disagree with each other and debate ideas.
The emergence stage: In this stage members reconcile their differences and the outcome of the
group’s efforts and the group’s social structure become visible.
The reinforcement stage: In this stage group members endorse their final decision by using
supportive verbal and nonverbal communication
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60. Answer : (b)
Reason: This sentence clearly states that the seeds have to be soaked. Option (a) is ambiguous—it could
mean the birds should be soaked in blue food coloring. Option (c) not only states that the birds
should be soaked, it also incorrectly concludes with the word ‘away.’ The phrase ‘soak off’ in option
(d) is not used in standard English. In option (e), not only is the phrase ‘wash away’ incorrectly used,
the sentence itself is ambiguous. What do we wash? The birds or the seeds?
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61. Answer : (d)
Reason: The groups formed for long term assignments primarily focus on maintaining the interpersonal
relationships.
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62. Answer : (e)
Reason: The place of the meeting to be held decided by custom or availability of space. The way seats are
arranged for the meeting will be decided by the outcome expected of the meeting. The style suitable
for large groups meeting to obtain information is Theatre style. In this style leader does much of the
talking and participation is limited.
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63. Answer : (a)
Reason: In a report the place of any bulky information consisting of graphs, large technical diagrams, charts
and test supporting documents is the Appendixes.
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64. Answer : (a)
Reason: The sentence our reputation is important to us and we will work day and night to satisfy our
customers is an offensive expression. Because, it stresses more of “I” than “You” attitude.
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65. Answer : (c)
Reason: You’re in the encoding step of the process of communication. Encoding means putting the idea into
mutually understandable language.
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66. Answer : (c)
Reason: While congratulating or offering condolences it is suitable to be more emotional.
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67. Answer : (b)
Reason: Saying “No” is an unfavorable response, so the letter should start with an neutral or factual sentence
that leads to the reasons behind the “no” answer. In options I and III the letter begins with the
unfavorable response in the first paragraph of the letter which makes the reader stop reading further
for the reasons of denial of the credit request. Option II begins with a neutral statement. Hence, (b)
is the correct answer.
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68. Answer : (b)
Reason: The resume in which education and experience are sequenced in reverse chronological order is
called as the chronological resume.
(a) The functional resume: In this type, resume is organized around a series of skills and
accomplishments and employment and academic experience.
(c) Combination of chronological and functional resume: In this type of resume entries under
education and experience are sequenced in chronological order, while other entries are listed
under separate headings that emphasize skills that are of special relevance to the job in question.
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69. Answer : (b)
Reason: The order letter should not start with the sentence “I am interested” since, it is too vague. But should
start with “please send”, “I order”, “Please mail” and “Please ship”.
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70. Answer : (a)
Reason: The purpose of every group is to achieve a specific goal or arrive at a decision. However, different
groups adopt different approaches to achieve their purpose.
(a) Brain storming: In this technique members are encouraged to generate as many ideas about a
topic as they can. Every idea is recorded. No idea is rejected at the initial stage. The group then
returns to the ideas and adopts those that seem most feasible or most useful.
(b) Reflective thinking: This is a careful systematic approach to the problem. This approach
involves six steps: 1. Problem identification, 2. Problem analysis, 3. Criteria selection, 4.
Solution generation, 5. Solution evaluation and selection, and 6. Solution implementation.
(c) Consensus: This is one of the approaches used to reach the final decision. In this all the
group members agree on the final decision after discussion and debate.
(d) Nominal group technique: This tool is used when the group must rank a set of options.
Members individually list all options that can be considered. The group facilitator then asks
each member to rank all the options from the lowest to the highest priority. The facilitator then
computes an average score for each idea to determine the group’s highest priority.
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71. Answer : (d)
Reason : Memo is called the interoffice correspondence
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72. Answer : (a)
Reason: “Buffer” plays an important role in a bad news message. Buffer is a neutral, uncontroversial
statement that is closely related to the point of the message.
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73. Answer :
(d) <>
Reason: Generally all the people do not respond to conflict in a uniform way. Different people use different
techniques to handle conflict. One of the techniques is avoiding-—unwillingness to talk things out,
pretending that a conflict does not exist, is advisable when you need time to gather facts or think
about a situation and when you perceive that you have no chance of satisfying your concerns
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74. Answer :
(d)
Reason : Once position for which you would like to apply and prepared a resume, the next step is to write an
attractive application letter. One of the most important qualities of a well-written application letter is
the use of the you-attitude. Hence, avoid using sentences like, “This is an application for the post of
sales representative”, “I wish to be considered an applicant for the position of sales representative”
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75. (e)
Reason : Though they have different meanings, both sentences convey the meaning clearly. In (A) the reader
is not clear what ‘it’ refers to—the furniture or the room. In (D) also, the reader does not know what
‘it refers to.
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76. Answer : <>
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(c)
Reason : An interview is a goal-oriented, interpersonal communication between an interviewer and a
respondent. Conducting a successful interview requires three important skills like questioning the
respondent, listening to him attentively and summarizing the whole interview when allotted time is
over
77. Answer : (d)
Reason: The purpose of sales message is to make the receiver ultimately buy our product/service. But not to
leave the reader with half information.
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78. Answer : (a)
Reason: An interview is a goal-oriented, interpersonal communication between an interviewer and a
respondent. It is primarily undertaken to accomplish a specific purpose, perhaps to obtain or provide
information, to solve a problem, or to persuade someone to undertake some action. Style and
structure of an interview depends on its purpose and on the relationship between the two parties
involved. Interview can be structured in many ways. Questions are also framed based on the type of
information required from the candidate. The question, “tell me about your self” comes under the
open-ended question.
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79. Answer : (c)
Reason: The signature block is placed four spaces below the complimentary close.
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80 Answer : (c)
Reason : Research has shown that groups generally arrive at decisions in a predictable pattern. Aubrey Fisher
identified four stages in group problem solving. In the orientation stage group members get to know
each other. In the conflict stage members disagree with each other and debate ideas. In
reinforcement stage group members endorse their final decision by using supportive verbal and
nonverbal communication. In the emergence stage members reconcile their differences and the
outcome of the group’s efforts and the group’s social structure become apparent
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81. Answer : (a)
Reason : In the closing section of the application letter your primary task is to ask the reader for a specific
action. In the middle section of the application letter you discuss your qualifications for the job; it
will be the longest one. The opening of your application letter will probably make or break the letter
i.e., it will decide whether the reader will respond favorably to the request of an interview or not.
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82. Answer : (e)
Reason : One way to reduce the distortion in the formal communication channels is reducing the number of
levels in the organization structure. Remaining options do not explain the ways to reduce the
distortions.
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83. Answer : (d)
Reason : Job search begins with careful career planning. Company analysis does not come in the career
planning process. Self analysis is the process of identifying your strengths, your interests and your
achievements. Career analysis provides a set of questions that help you to channel your job search,
and to decide whether your chosen career is the right one for you or whether you should consider
other options. Job analysis is about gathering information regarding the job we are going to apply
and analyzing about the job.
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84. Answer : (d)
Reason : The skill of the manager lies in writing an unfavorable response in such a way that makes the reader
supports the decision and doesn’t break the relationship.