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Tuesday, March 17, 2009

Business Communication (MB121) : July 2004 Suggested Answers

Suggested Answers
Business Communication (MB121) : July 2004
1. Answer : (c)
Reason : This is the term used by communication scholars. It is an umbrella term for all factors that interfere
with the exchange of messages. ‘Deafness’ and ‘illness’ are not ‘terms,’ they are barriers to
communication
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2. Answer : (b)
Reason : The phase in which evaluation of communication process takes place, is feedback, but not in
transmittal, reception, decoding and encoding.
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3. Answer : (c)
Reason : Except option (c), all other options are true of formal communication network. One of the reasons for
distortion or loss of information is the number of levels in the organizational structure. The number of
levels and the degree of distortion in information are positively related
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4. Answer : (c)
Reason : The meaning or the interpretation of a word, sentence, or other language form is termed as Semantics.
Hence it is not a form of Non-verbal communication.
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5. 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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6. Answer : (b)
Reason : Nonverbal messages primarily communicate emotions and attitudes. Ideas and concepts cannot be
conveyed nonverbally.
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7. Answer : (b)
Reason : Prejudgment is a barrier to listening. It occurs when the listeners jump to a conclusion and ignore
additional information.
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8. Answer : (a)
Reason : The process, act or faculty of perceiving sensory stimuli based chiefly on memory is referred as
Perception.
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9. Answer : (c)
Reason : Articulating is not a recommended approach to manage a conflict.
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10. Answer : (c)
Reason : The study of the non-verbal communication is divided into three main areas, paralanguage, kinesics,
and proxemics.
Kinesics: Human beings convey a lot through body movements and facial expressions. Kinesics is
the study of this kind of communication
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11. Answer : (b)
Reason : One of the ways to ensure better listening is to understand how your audience will respond to your
ideas. The best way to do this is to imagine yourself in their position i.e. empathize with your
audience.
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12. Answer : (b)
Reason : Training only inexperienced communicators can help organizations minimize the costs and maximize
the benefits of communication activities.
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13. Answer (a)
Reason : to improve one’s listening skills the person must avoid forming opinions too quickly.
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14. 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 self-interest.
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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15. Answer : (c)
Reason : Polarization is breaking up into opposing groups. An argument over positions in a Negotiation leads
to Polarization
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16. Answer : (c)
Reason : During a crisis assuming a defensive posture will not help an organization communicate effectively
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17. 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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18. Answer : (b)
Reason: Only an agenda lists topics. A notice informs people of the meeting. Minutes record the discussion.
‘Summary’ and ‘note’ are not used in the context of meetings.
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19. Answer : (e)
Reason : None of the above
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20. Answer : (e)
Reason : Generally there will be many obstructions to the free flow of communication and these barriers will
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
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21. Answer : (c)
Reason : Communication channels help in transmitting the message from the sender to receiver. Oral channel
is advisable when immediate feedback is necessary
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22. Answer : (b)
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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23. 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.
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24. Answer : (b)
Reason : The process that helps the sender to put his idea into understandable signals to enable the receiver’s
easy understanding is called as Encoding
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25. Answer : (d)
Reason : Proxemics is one of the components of nonverbal communication which says about how people use
the physical space around them and what this use says about them. Most of the business is transacted
in the Social Distance Zone which extends from 4- 12 ft. Intimate zone is within a radius of up to 18
inches around a person and reserved for close relations and friends. The personal distance zone
extends from 11/2 to 4 feet is also reserved for friends and family. The public distance zone usually
extends from 12 to 25 feet
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26. Answer : (c)
Reason : There are many obstacles to effective listening they are broadly divided into Physiological barriers,
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Environmental barriers and Attitudinal barriers. And at micro level they are classified into Listener
characteristics, Difference in sender and receiver, Speaker characteristics and Speaker/listener
hindrance. The options (a) Prejudices, (b) Preoccupation with other matters, (d) A casual attitude, (e)
Egocentrism are all attitudinal barriers but (c) unclear and unspecific message is not the attitudinal
barrier but barriers have come because of speaker characteristics.
27. Answer : (c)
Reason : If you settle for nothing less than 100 %, you are not willing to make any concessions. Obviously, this
cannot be a strategy for defusing and redefining a conflict
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28. Answer : (c)
Reason : Success in negotiation, like other things in life, does not just happen. A good deal of preparation is
necessary to ensure that your endeavors are successful. To be well prepared it is necessary to know
how much we are willing concede or compromise on each factor, this preparation for negotiation
comes under knowing your objectives.
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29. Answer : (d)
Reason : The convener of a meeting need not consider what the participants should wear when they attend the
meeting.
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30. Answer : (e)
Reason : An organization chart illustrates the positions, units and functions of an organization
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31. 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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32. Answer : (a)
Reason : Process of communication starts with the Sender, the person who intends to communicate with other
person. He puts the message in mutually understandable language. Communication once reached to
the person whom it is intended, the reaction he sends back to the sender on the message he received is
called as the feedback. Hence communication process starts with the sender and ends with the
feedback from the receiver
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33. Answer : (a)
Reason : Paralanguage is one of the components of nonverbal communication, focuses on how you say what
you say.i.e, vocal part of your message. The option (a) doesn’t come under components of
paralanguage but remaining options all constitute the part of paralanguage.
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34. Answer : (d)
Reason : Analyzing, Evaluating and Responding comprises the Listening process.
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35. Answer : (a)
Reason : To understand in totality one has to listen comprehensively. ‘Composite’ indicates that something is
made up of different parts. The speech may be ‘complicated,’ but there is no such thing as
complicated listening. ‘Convex’ refers to the shape of something and is totally irrelevant in this case.
‘Composed’ means calm or made up of different parts. It also has many other meanings, all of which
make little sense in this context.
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36. Answer : (a)
Reason : Hypothetical questions are ‘what if’ questions. Of the five choices the only one that has a ‘what if’
question is A. Though B begins with ‘if’ it is not a ‘what if’ question.
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37. Answer : (a)
Reason : Emblems, Adaptors, Regulators and Illustrators are common gestures used in the Non-verbal
communication
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38. Answer : (c)
Reason : Developed by John Dewey, reflective thinking is a careful, systematic approach to a 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, but Nominal
group technique is not one of them
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39. Answer : (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
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over
40. Answer : (a)
Reason : The minutes of a meeting should be Precise and Unambiguous
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41. Answer : (c)
Reason : Option (c) is correct.
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42. Answer : (a)
Reason : Option (a) is the correct option.
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43. Answer : (a)
Reason : The reason behind the conflict is the company would have informed the people since they are getting
affected by the decision.
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44. Answer : (b)
Reason : The situation got worse because Sharma has a domineering attitude, which was displayed by his nonverbal
messages like looking in to the eyes of employees though they are on the phone, putting hands
behind his head and looking at the ceiling in the meeting.
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45. Answer : (e)
Reason : There is no need to acknowledge the receipt of the message, and it is not right to reveal the negative
news in the first para itself in a bad news letter.
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46. Answer : (d)
Reason : To develop genuine interest in people and willgness to connet to people will give help us to do among
with the annuity of unfamiliar culture.
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47. Answer : (a)
Reason : Multi-range bar chart is useful since, the data expresses changes over time.
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48. Answer : (a)
Reason: (a) 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 scooter, 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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49. Answer : (c)
Reason: Meena failed to understand Kiran’s needs and confused him with her sales pitch. Because Kiran
already said that he doesn’t understand much about computers. Hence, Meena failed to close the sale.
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50. 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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51. Answer : (b)
Reason: Claim letters can never be neutral or aggressive. Routine claim letters are usually sent as reminders.
Persuasive claim letters are sent when payment is long overdue. Thus a claim letter can never be
neutral—it has to make a clear statement. Aggressive claim letters can lead to legal action.
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52. Answer : (e)
Reason : Theatre style is appropriate for large groups that are meeting to obtain information. The leader does
much of the talking and participation is limited. The banquet style allows members to see each other.
T formation brings participants close together, but the focus is still on the leader. The participative
arrangement uses a round table so that status differences are minimized, and all participants feel free
to express their opinions. The equalizing pattern indicates the leader wants all members to participate
by speaking their minds.
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53. Answer : (b)
Reason : The order letter should not start with the sentence “I am interested” since, it is too vague. But should
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start with “please send”, “I order”, “Please mail” and “Please ship”.
54. Answer : (d)
Reason : The first paragraph of the bad news letter should be a neutral, relevant, succinct lead-in to the bad
news. And it should not mislead the audience. Hence, option (d) is correct.
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55. Answer : (e)
Reason : Visual aids help communicate the subject matter clearly and attractively. 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.
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56. Answer : (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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57. Answer : (b)
Reason : Forward is not written in a personal manner but letter of transmittal is more personal and introduces
the purpose and content of the report to the principal reader.
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58. Answer : (b).
Reason : As the message is about the working conditions, an oral message in this situation is recommended.
The employees would be apprehensive about the change in the organization. Hence the message
should be conveyed orally. As the top management has decided to introduce the new three-shift from
the forthcoming Monday, an immediate feedback from the employees is expected.
The management can deal with any reservations the employees might have about the new system and
can assemble the workers conveniently and at short notice.
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59. Answer : (a)
Reason : The letter is written in block format with open punctuation.
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60. Answer : (a)
Reason : The fundamentals of the letter writing are, knowledge of the subject, audience and purpose.
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61. Answer : (e)
Reason : Many issues which do not have any link with each other have been discussed and the paragraph lacks
unity.
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62. Answer : (b)
Reason : The most appropriate question among the options is the question about knowing the reason for
leaving the previous job. Hence option (b) is correct.
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63. Answer : (e)
Reason : A clolon should be used reduce the audience’s disappointment.
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64. Answer : (b)
Reason : When you give a controversial item only half an hour at the end of the meeting, people may suspect
that you are trying to manipulate them.
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65. Answer : (d)
Reason : A pat on the back is a regulator. It is a regulator because it conveys that what the employees is doing
is good and should therefore continue doing it.
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66. Answer : (b)
Reason : One of the ways to ensure better listening is to understand how your audience will respond to your
ideas. The best way to do this is to imagine yourself in their position i.e. empathize with your
audience.
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67. Answer : (d)
Reason : The communication between the interviewer and the respondent should be guided by certain ethical
guidelines. Except option (d) all the remaining options come under ethics of interviewing.
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68. Answer : (b)
Reason : Interviews are 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 but not for the sake
of building relationships (Relationship interviews).
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69. 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.
70. Answer : (c)
Reason : The technique is called nominal group technique.
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71. Answer : (c)
Reason : The illustration in which real life characters are usually mentioned is called anecdote. Parable is a
fictitious story from which a moral or religious lesson may be drawn. In the fable, animal characters
speak as if they were human beings. By using analogies similarities are pointed out with regard to
people, ideas, experiences, projects, institutions, or data, and conclusions are drawn on the basis of
those similarities.
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72. Answer : (a)
Reason : The statements “Letters that convey pleasant messages are referred to as “good news” letters.
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73. Answer : (e)
Reason : While writing the strong-appeal letter emphasizing urgency all the statements except option (e) are
correct since, strong appeal letter should not be more persuasive it should be demanding.
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74. Answer : (c)
Reason : In the introductory section, if you felt it necessary to describe what is included in the problem of the
report, you would probably include a section on scope of the report.
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75. Answer : (b)
Reason : Religious or political affiliations must not be mentioned in a resume. If the reader does not belong to
the same religious or political group, he may be biased against the candidate.
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76. Answer : (e)
Reason : While responding to a request that involves a potential sale, except the option (e) all other options are
aimed at responding to request that involves a potential sale.
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77. Answer : (d)
Reason : Except option (d) all other options are the qualities of a well written application letter.
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78. Answer : (a)
Reason : Without missing the relevant information it is advisable to limit to one page unless it is absolutely
necessary to write a longer letter.
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79. Answer : (c)
Reason : Among the elements of report, the letter of transmittal introduces the purpose and content of the
report to the principal reader, usually (but not always) the person who requested the report. The letter
is attached to the report or simply placed on top of it
• Title page contains information regarding subject of the report and type of the report
• Abstract is brief technical summary, usually not more than 200 words of the report
• Executive summary is one page condensation of the report
• Glossary is an alphabetical list of definitions. A list of symbols defines symbols used in the
report
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80. Answer : (c)
Reason : Transmittal letters do not include diagrams showing the progress of reports.
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81. Answer : (d)
Reason : The motivated sequence pattern is only used for persuasive speeches. Any of the other three patterns
can be used in the speech to inform, depending on the nature of the topic. The purpose of a speech to
inform is to convey the matter clearly. Any pattern that allows the speaker to do so is suitable.
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82. Answer : (b)
Reason : Emphasizing the ideas that are most important to you will not help you customize your message to
suit the needs of your audience
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83. 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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84. Answer : (d)
Reason : There are a variety of media to choose from, the speaker has to select those that are best suited to his
speaking occasion. Handouts can help the listeners by reminding them of the subject and the main
ideas of the presentation. In addition, listeners can refer to them while you are speaking. When you are
addressing a small group of people Chalkboards and whiteboards is advisable. When you want your
audience to be attentive it is suggested to avoid handouts since, referring to handouts may disturb the
attention. Models and Physical Objects can be used to make your audience visualize and become
involved with the idea being presented.
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85. Answer : (d)
Reason : When responding to a customer’s complaint assume that the customer’s account of the transaction is
an honest statement of what happened.
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86. Answer : (c)
Reason : Audience analysis in a very practical sense refers to, finding out all you can about the people you are
talking to or will be talking to. This will help to establish rapport with the audience.
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87. Answer : (a)
Reason : Old adages are boring and will not catch the reader’s attention. No one wants to read overused
proverbs like ‘a stitch in time saves nine’ and ‘early to bed, early to rise, makes a man healthy,
wealthy and wise. A provocative question or a challenge may interest the reader. A bargain generally
gets the attention of most readers
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88. Answer : (b)
Reason : The extemporaneous delivery is often referred as “middle course”.
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89. Answer : (c)
Reason : Electronic resumes are scanned for input into a database.
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90. Answer : (c)
Reason: Monitor/control reports focus on presentation of data.
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91. Answer : (b)
Reason: You can think about potential questions and answers as part of the preparation for the presentation
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92. Answer : (c)
Reason: Five activities usually occur sequentially in effective listening: physically receiving a message,
interpreting, remembering, evaluating, and responding.
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93. Answer : (d)
Reason: Well-presented reasons are crucial to convince your audience that the decision that produced the bad
news is fair and logical.
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94. Answer : (c)
Reason: Downward communication through hierarchy from higher organizational levels to lower levels.
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95. Answer : (b)
Reason: A team chooses its leader during the formation stage of its development.
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96. Answer : (a)
Reason: An oral presentation must be simpler than a written message.
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97. Answer : (a)
Reason: Linking what you have to say to the audience's experiences and interests is the appropriate way to
make your ideas relevant to your audience.
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98. Answer : (e)
Reason: The best way to begin a routine inquiry message is with a question.
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99. Answer : (c)
Reason: If your reply contains both good news and bad news, handle the bad news by placing it in a position
of little emphasis.
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100. Answer : (e)
Reason: All of the above are true about an adjustment-grant message.

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