Business Communication (MB121): January 2006

Question Paper
Business Communication (MB121): January 2006

• Answer all questions.
• Each question carries one mark.
1. Even if a boss thinks that interpersonal communication is only for “personal matters” and wants to
avoid this between employees so that valuable office time is properly utilized, it exists. But truly
speaking, in the workplace, internal personal communication
(a) Is unacceptable
(b) Can have a significant impact on the success of the operation
(c) Should be encouraged with no restrictions
(d) Can not have any impact on the success of the operation
(e) Keeps employee active towards work.
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2. Which of the following is not one of the basic truths about the communication process?
(a) The symbols of communication are perfect
(b) Meanings sent are not always received
(c) Meanings are in the receiver's mind
(d) The symbols of communication are imperfect
(e) It is understood that whatever is sent is received.
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3. Apart from the communication, which passes through official channels, there is always a
communication, which passes through unofficial channels. Which of the following is the most
inappropriate comment about the grapevine in an organization?
(a) Wise managers ignore it
(b) It carries much gossip and rumor
(c) It carries more information than the formal communication network
(d) Its shortcomings are like those of the organization's members
(e) Before anything is formally informed, it might have reached employees through grapevine.
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4. Depending on the situation and objective of communication, communicator chooses different channels.
Which of the following statements is not true with respect to the difference between oral and written
communication?
I. If there is a reasonable chance that the other party will not understand the message, verbal
channels are the preferred choice.
II. If there is a reasonable chance that the other party will not understand the message, written
channels are the preferred choice.
III. Oral communication does not provide any evidence while written communication does.
IV. If the message should have detailed accuracy, written channels are best.
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (III) above (d) Both (I) and (IV) above
(e) (I), (III) and (IV) above.
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5. Word selection plays an important role in writing messages. In choosing the words for a message to
multiple readers, you should
(a) Select words that impress the reader
(b) Select words that all your readers clearly understand
(c) Write to the person in the group with the highest level of understanding so that you do not come
across uneducated
(d) Select technical words
(e) Write to the person who is highly qualified in them.
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6. The redundancy in words always consumes the time of the reader while reading a message. It even
makes the reader to deviate from the central theme of the message. Which of the following sentences is
the best example of needless repetition?
(a) At the Indian Military Academy, the military cadets receive excellent training
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(b) The soccer practice will begin at 2 p.m
(c) Please submit your application for the Jagruti Foundation scholarship by May 12
(d) We are sponsoring two scholarships for the children of police officers killed on duty
(e) Get registered at the membership office before you leave.
7. A proper paragraph must have unity and coherence. It must be based on one central underlying idea
that draws together all the sentences in the paragraph. Which of the following sentences illustrates good
sentence unity?
(a) Justin Calkins set the swimming record, and he plans to be a dentist
(b) Continuous Quality Improvement is a management concept in which work teams collaborate to
meet the organizational goals
(c) The Brass Connection received certification, and sales increased by 50 percent
(d) We serviced the equipment, and the production line was operated without interruption
(e) Anita went out for a walk in the countryside. She had a maid who was always breaking things.
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8. Business correspondence is one of the most common forms of communication, so common that people
often neglect to write a letter carefully. Which of the following best illustrates good business writing?
(a) In compliance with your letter of July 8, we are in accord with your requests
(b) If you had read the instructions that came with the item, the problem with your sweeper would
have never occurred
(c) For your protection, the personal information submitted with your order is kept confidential
(d) I am sorry about the incident, but I will not refund any money
(e) There seems to be a misunderstanding on your part of what commercial quality implies.
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9. There are many types of communication barriers. For the purpose of analysis, they can be placed into
four categories; problems caused by the sender, problems in message transmission, problems in
reception, problems in receiver comprehension and perception. Which of the following is not the
problem caused by the sender?
(a) Too much knowledge about the subject
(b) Order of presentation
(c) Lack of familiarity with the audience
(d) Number of transmission links
(e) Lack of experience in speaking or writing.
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10. Which of the following are the learned behavior patterns that we usually pick up in childhood and can
be explained by the way we use spoons or our hands while eating?
(a) Adaptors (b) Illustrators (c) Regulators (d) Proxemics (e) Emblems.
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11. Listening on the job is not only frequent, it is very crucial as well for the success on the job. Which of
the following involves an attempt to distinguish one sound from all the others?
(a) Comprehensive listening (b) Critical listening
(c) Active listening (d) Discriminative listening (e) Poor listening.
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12. A memo is a written message designed to provide a fast and convenient way for people in the
organization to communicate with each other. Which of the following is true regarding memos?
(a) Memos and letters have a similar appearance
(b) Hard-copy of the memo is signed at the bottom
(c) Memos are designed to provide information, often to get action
(d) Most memos are extremely formal in nature
(e) The reason for using memos instead of letters is to save paper.
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13. A memo is a written message designed to provide a fast and convenient way for people in the
organization to communicate with each other. Which of the following is/are not one of the categories
of memos?
I. Request. II. Confirmation.
III. Interview. IV. Congratulation.
(a) Only (III) above (b) Both (I) and (II) above
(c) Both (II) and (III) above (d) Both (I) and (III) above
(e) Both (III) and (IV) above.
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14. Sometimes memos are used to convey ideas or suggestions. Very often managers ask subordinates for
suggestions for tackling certain problems. In such instances, ideas and suggestions memo is required.
not
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Which of the following is/are not the guidelines for writing such type of memo?
I. Write directly. II. Be specific, do not stray off the point.
III. Do not group ideas according to subject. IV. Begin with positive comment.
(a) Only (I) above (b) Only (III) above
(c) Both (I) and (II) above (d) Both (I) and (IV) above
(e) Both (II) and (IV) above.
15. To promote the listener’s comprehension of your ideas, and to maintain attention at a high level, one
should organize the body of the speech into meaningful groups. In which of the following one may tell
causes of certain effects?
(a) Causal order (b) Spatial pattern
(c) Topical pattern (d) Chronological pattern
(e) Monologue pattern.
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16. Following the first paragraph of a routine inquiry involving multiple questions, the next paragraph
should
I. Be written in a non-specific way because the reader will automatically know what to include in a
response.
II. Provide any needed explanation and continue with additional questions.
III. Repeat the question in different words so that there will be no misunderstanding.
IV. Ask for "whatever the reader thinks you will need" rather than ask specific questions.
(a) Only (I) above (b) Only (II) above
(c) Only (III) above (d) Both (II) and (IV) above (e) Both (I) and (IV) above.
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17. Business people often write letters requesting information about people, prices, products and services.
Because the request is a door opener for future business, readers accept it optimistically. The language
in the body of a routine inquiry generally
(a) Is different depending on whether it is a letter, fax, or email
(b) Is shorter if sent as a fax
(c) Is longer if sent as a letter
(d) Is much the same whether sent as a fax, an email, or a letter
(e) Is informal when sent as a email.
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18. Business people often write letters requesting information about people, prices, products and services.
Because the request is a door opener for future business, readers accept it optimistically. A routine
response message should
(a) Put negative information at the beginning to get it out of the way early on
(b) Begin with the answer or telling that you are giving what is wanted
(c) Include only information that was asked for
(d) Begin with a buffer
(e) End with a buffer.
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19. Praise, when used skillfully and when it is sincere can go a long way towards establishing an enduring
culture of motivation in an organization. Which of the following is not one of the tips to harness the
power of praise?
(a) Make praise specific (b) Praise perfection only
(c) Praise progress (d) Be sincere
(e) Do not overdo praise.
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20. Communication should be organized in such a way that it conveys the sender’s message effectively. If
message is short it can be organized within a single paragraph. If it is more than one page long, which
of the following formats need to be used?
(a) Introduction-body-close (b) Subject-body-close
(c) Objective-body-close (d) Body-close (e) Conclusion-body.
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21. Feedback is the receiver’s response to the message. It can take a number of verbal and nonverbal
forms. Some of the most common responses are designed not to
(a) Obtain more information or to provide closure
(b) Let the sender know that the message has been received
(c) Close the argument
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(d) Bring the receiver closer to the speaker
(e) Find mistakes in the message.
22. There are many ways to ensure that the subordinates carry out your instructions, give them clear
instructions, provide needed resources and assume the ultimate responsibility of making the decision.
Another way is to make your subordinates share the responsibility of making decisions i.e. delegate the
work, delegate the responsibility and delegate the authority. The prerequisite for delegation is
(a) Work (b) Trust (c) Time (d) Space (e) Both (a) and (c) above.
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23. There are many directions in which an organization’s communication flows. Bosses have to pass
instruction to subordinates, provide feedback regarding various tasks to their bosses and for providing
reports they have to coordinate with other department bosses. Which of the following is an example of
lateral communication?
(a) The flow from a supervisor to his supervisee
(b) The flow from a supervisee to his supervisor
(c) The flow from one supervisor to another supervisor
(d) The communication handled by the public relations department
(e) The flow from a company spokesperson to the press.
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24. Many factors of the sender will decide how the receiver interprets the message. The degree to which a
sender is perceived to be trustworthy or authoritative defines
(a) Ethics (b) Credibility (c) Power (d) Collaboration (e) Honour.
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25. Informal channels or networks are formed by employees in an effort to circumvent or complement
formal channels. Informal channels are often collectively referred to as the grapevine. The greatest
concern managers have with grapevine information is its
(a) Speed (b) Context (c) Accuracy (d) Source (e) Timing.
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26. Communication in any organization is used for internal purposes like, meetings with employees, memos
to employees, instructions to employees etc. and for external purposes like, advertisements, meetings
with suppliers, enquiries to possible suppliers etc. Which of the following is not an external written
business communication?
(a) Complaint letter (b) Call letters
(c) Memo (d) Enquiries letter (e) Claim letter.
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27. There are many types of communication barriers. For the purpose of analysis, they can be placed into
four categories: problems caused by the sender, problems in message transmission, problems in
reception, problem in receiver comprehension and perception. Bad connections, poor acoustics, and
illegible copy are all examples of
(a) Problems with feedback
(b) Physical distractions
(c) Problems with background differences
(d) Overload problems
(e) Psychological barriers.
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28. Whether you are speaking, writing, or listening communication is more than a single act. Instead, it is a
chain of events that can be broken into various phases. The communication process
I. Permits you to evaluate the effectiveness of your messages.
II. Consists of words arranged in meaningful patterns.
III. Consists of six phases that link the sender and receiver.
IV. Uses nonverbal signals to support and clarify verbal communication.
(a) Only (I) above (b) Both (I) and (II) above
(c) Both (I) and (III) above (d) Both (I) and (IV) above
(e) All (I), (II), (III) and (IV) above.
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29. There are many types of communication barriers. For the purpose of analysis, they can be placed into
four categories; problems caused by the sender, problems in message transmission, problems in
reception, problems in receiver comprehension and perception. Effective communicators overcome the
main barriers to communication by
(a) Speaking, writing, listening, and reading
(b) Creating messages carefully, minimizing noise in the transmission process, and facilitating
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feedback
(c) Using nonverbal communication to support and clarify verbal messages
(d) Arranging words according to the rules of grammar
(e) Using one channel at a time.
30. The communication flow in an organization is multidirectional. Communication mostly flows through
prescribed channels complemented by informal channels. The main lines of operational
communication through which information flows are referred to as
(a) Informal networks (b) Primary networks
(c) Formal networks (d) External networks (e) Personal networks.
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31. Good pronunciation is the correct oral delivery of a word. The vowel sounds must be uttered correctly
and the right syllables must be accented. People who mispronounce words are thought to be not as well
educated as those who pronounce words correctly. _______ relates to the correctness of how a word is
pronounced.
(a) Dialect (b) Enunciation (c) Articulation
(d) Telephony (e) Expression.
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32. The gestures that go with what we are saying verbally and tend to depict what is being said. A good
example is when you tell some one, “Come, sit in this chair” is accompanied by a nod of the head or a
wave of the hand, signifies___________
(a) Emblems (b) Illustrators (c) Regulators (d) Adaptors (e) Proxemics.
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33. The unspoken part (nonverbal) of communication always accompanies the verbal part. The unspoken
part of the communication conveys myriad meanings. To avoid giving the wrong message through your
body language which of the following should you not do?
(a) Fidget while talking (b) Smile
(c) Be natural (d) Be calm (e) Be confident.
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34. Communication researchers have found that nonverbal signals have more impact in conveying meaning
than verbal content. In fact nonverbal behavior is so important to effective business communication
that many companies are now trying to train their employees to understand it. Why has touching
become controversial in business environments?
(a) Because touching brings discomfort
(b) Because touching can be interpreted as sexual harassment at times
(c) Because any kind of touching is prohibited in business environments
(d) Because touching demonstrates intimacy
(e) Because touching can be dangerous at times.
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35. Which of the following indicates the best way to go about improving your nonverbal communication
skills?
I. If a nonverbal message contradicts a verbal one, ask questions to gain additional clues.
II. Watch facial expressions and body language to understand both the verbal and nonverbal
messages being delivered.
III. Beware of interpreting nonverbal messages when you do not understand a situation or culture.
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (II) above (d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
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36. Positive nonverbal messages in the workplace are sent by maintaining direct but not prolonged eye
contact, expressing warmth with frequent smiles, conveying self-confidence with an erect stance, and
I. Saving time by arriving late and leaving meetings early.
II. Dressing comfortably in old clothes that make you feel good.
III. Being on time and using time judiciously.
IV. Answering all e-mail with "quick and tentative" messages.
(a) Only (I) above
(b) Only (III) above
(c) Both (I) and (II) above
(d) Both (II) and (IV) above
(e) Both (I) and (IV) above.
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37. Recent studies that focus on the workplace show that, on an average, personnel at all levels spend about
32.7% of their time listening, while speaking takes up 25.8% of their time and writing 22.6%. Top
executives spend even more time listening than other employees. Mr. Kumar is the in-charge for
preparing advertisements for Hanuman Ltd. That day he was giving a presentation before a top
management team, the advertisements he has prepared for a product to be launched. Murty, one of the
members of the management team requests for more details. Here Murty is involved in which of the
following stages of listening process?
(a) Retention (b) Action (c) Involvement (d) Evaluation (e) Feedback.
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38. Listening on the job is not only frequent, it is very important as well. In fact, most managers agree that
“active listening” is the most crucial skill for becoming a successful manager. You can become a better
listener by controlling distractions, becoming actively involved, identifying important facts, and
(a) Separating facts from opinions
(b) Interrupting with quick replies or your own opinions
(c) Asking hostile questions
(d) Capitalizing on lag time by thinking of tasks that you have to complete
(e) Discussing with the team members.
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39. When we hear, we only perceive sounds, but when we listen, this hearing is accompanied by a
deliberate and purposeful act of the mind. In business group interactions, some members may not
perceive pressure to listen carefully to all messages because
(a) They are not sitting in the right place
(b) They rely on others to listen and respond
(c) They are too important to participate
(d) They are afraid of appearing uninformed
(e) They are unaware of the relevant information.
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40. Regardless of whether the situation calls for appreciative, critical, discriminative, or active listening,
listening skills can be improved with conscious effort. If you are listening mainly to understand and
retain information imparted by a speaker, you are engaging in
(a) Content listening (b) Critical listening
(c) Empathic listening (d) Active listening (e) Passive listening.
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41. Listening is the most frequent, perhaps the most important type of on-the-job communication. Listening
on the job is not only frequent it is very important as well. In fact, most managers agree that “active
listening” is the most crucial skill for becoming a successful manager. If we ask a fundamental question,
why do people listen at all? The answers to this question are many and varied. If one is engaged in
critical listening, the goal is to
(a) Understand and retain information
(b) Understand the speaker's feelings, needs, and wants
(c) Evaluate the logic and validity of the message
(d) Appreciate the speaker's point of view
(e) Criticize the speaker.
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42. Which of the following the speaker can do, to answer the questions like, are the listeners paying
attention? Do the listeners look interested? Do the listeners look confused? Are the listeners bored?
(a) Be clear (b) Utilize feedback
(c) Be interesting (d) Adjust speech delivery (e) Empathize.
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43. The listener can use a number of verbal and nonverbal cues to aid the speaker in communicating.
Sometimes nodding the head slightly or casual remarks like ‘I see’ can tell the speaker that the
(a) Listener is bored
(b) Communication which took place is enough
(c) Listener is actively involved in the communication process
(d) Listener is frustrated with the communication
(e) Listener is not listening.
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44. Listening is very important for effective communication. But there will be many barriers, which
obstruct proper listening. Self-centered listeners habitually
I. Take control of the conversation and tell you their problems.
II. Trivialize your concerns.
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III. Emphasize their own knowledge of the topic.
IV. Question more.
(a) Both (I) and (III) above (b) Both (II) and (III) above
(c) Both (I) and (IV) above (d) (I), (II) and (III) above
(e) All (I), (II), (III) and (IV) above.
45. Conflicts are inevitable. Even the most amicable people get upset at times. Disagreements arise
because individuals see, hear, and interpret things differently. Which of the following is/are potential
source(s) of conflict?
I. Competition for scarce resources.
II. Poor communication.
III. Power struggles.
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (II) above (d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
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46. As with conflict management, negotiation can be handled in different ways. The outcome of a
negotiation depends on the approach. In a negotiation you should
I. Try for win-win.
II. Accept nothing less than a draw.
III. Be content to avoid win lose or lose lose.
IV. Try for lose so that the other can win.
(a) Only (I) above (b) Both (II) and (III) above
(c) Both (III) and (IV) above (d) Both (II) and (IV) above
(e) (II), (III) and (IV) above.
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47. Conflicts are inevitable in any work place but success in any work place depends on how best the
conflicts are resolved. Meetings conducted to resolve a conflict are called
(a) Discussion (b) Collection (c) Information (d) Negotiation (e) Arbitration.
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48. Once you have decided on the format, you can start formulating specific questions. Each question must
be so structured as to elicit just the information you want. Which of the following is a hypothetical
question?
(a) If I were to introduce five-day week, do you think the staff would be happy?
(b) If you knew you could not do this work, why did you take up the responsibility?
(c) Are you satisfied with my leadership?
(d) Why are you always late to office?
(e) Do you graduate from the college?
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49. Whatever the type of interview, a good deal of planning is necessary to make the interview a successful
one. There are six strategies. Which of the following is true with regard to the most typical stages of
an interview process?
(a) Interviews are typically done in one step
(b) The typical interview process has three steps: the screening, the selection, and the final stage
(c) The typical interview process has two steps: the screening and the selection stages
(d) The typical interview process has four steps: the pre-screening, the screening, the selection, and
the final stage
(e) The typical interview process has five steps: the screening, the selection, recruitment, promotion,
and retrenchment.
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50. You are attending an interview for the position of an asst. manager in a MNC. After preliminary tests,
you are given a tricky situation/problem to solve, which typically comes to the position of an asst.
manager. Now you have to assume yourself as the asst. manager and solve the problem. In this situation
you are exposed to
(a) Structured interview (b) Stress interview
(c) Situational interview (d) Group interview (e) Open-ended interview.
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51. Which of the following statements is not true of the open-ended interview?
I. The interviewer poses broad questions and encourages the applicant to talk freely.
II. An open-ended interview is good for bringing out an applicant's personality and is used to test his
professional skills.
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III. In an open-ended interview, a candidate should reveal a great deal about personal or family
problems.
IV. In an open-ended interview the interviewer cannot control the responses of the interviewee.
(a) Only (I) above (b) Only (III) above
(c) Both (I) and (II) above (d) Both (I) and (IV) above (e) Both (II) and (IV) above.
52. An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.
When in your office you are encountering disruptive problems that must be curtailed, which of the
following types of interviews are used?
(a) Counseling (b) Performance appraisal
(c) Disciplinary (d) Persuasive (e) Employment.
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53. An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.
The interviewer must have a specific goal clearly in mind, so that the structure of the interview and the
actual questions can all be tailored to that goal. Which of the following phases of the planning process
does this come under?
(a) Get information about the other party (b) Decide the structure
(c) State the purpose (d) Persuade the respondent
(e) Determine the type of question to ask.
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54. The physical setting in which the interview takes place can have a great deal of influence on the results.
A setting with the minimum distractions is generally the best. Which of the following is true regarding
the seating arrangement at the time of interview?
(a) When two parties face each other with no barriers between them there is a greater degree of
formality
(b) An interviewer who address the respondent from behind a desk assumes greater control
(c) Two parties facing each other with no barriers between them is not suggestible at the time of
interview
(d) Always see to it that there will not be any physical object creating distance between the
interviewer and the respondent
(e) Physical setting at the time of interview will not make any difference to how the interview is
conducted.
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55. Employment interviews provide general information to potential applicants before a job actually exists
or take place when a specific job opening has occurred and applicants are to be screened for the
position. Which of the following questions would be most appropriate during an employment
interview?
(a) What is your spouse’s occupation and how many children do you have?
(b) Why did you leave your previous job?
(c) What is your religion?
(d) What health problems do you have?
(e) What is your family background?
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56. Which of the following is a good advice while attending the preliminary screening interview?
I. Keep responses short and to the point.
II. Talking too much can be a big mistake.
III. To demonstrate your qualifications, try to emphasize the theme you used in developing your
resume.
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (II) above (d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
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57. While scanning the resumes or interviewing the candidates, which of the following is/are considered by
the employer?
I. How a candidate will fit in with the organization.
II. How well the candidate's skills match the job requirements.
III. Pre-employment testing to determine whether a candidate has the necessary psychological
characteristics.
(a) Only (I) above
(b) Only (II) above
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(c) Both (I) and (II) above
(d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
58. An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.
Conducting a successful interview requires three important skills: questioning, listening and
(a) Mentoring (b) Criticizing (c) Summarizing (d) Predicting (e) Eliminating.
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59. An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.
The most important aspects in conducting an interview are
I. Preparation.
II. Location.
III. Questions.
IV. Judgement.
(a) Both (I) and (II) above (b) Both (II) and (III) above
(c) Both (III) and (IV) above (d) Both (II) and (IV) above
(e) All (I), (II), (III) and (IV) the above.
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60. The success of a meeting depends on the ability of each individual member of a group to communicate
with the rest of the group as a whole. The best way to handle an emotional reaction in a business setting
is to
(a) Focus on your argument and ignore the emotional elements
(b) Repeat yourself in hope that this will help diffuse emotions
(c) Express understanding
(d) Give in and agree with the other person's viewpoint
(e) Avoid discussing sensitive issues.
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61. The success of a meeting depends on the ability of each individual member of a group to communicate
with the rest of the group as a whole. The biggest mistake in holding meetings is
(a) Not having a specific goal
(b) Not inviting enough participants
(c) Circulating the agenda too far in advance
(d) Sticking too closely to the agenda
(e) Not ensuring the right ambience for the meeting.
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62. It is an accepted fact that two minds can always think better than one. Hence, teamwork is an advisable
practice in organizations for their effective functioning. Teams can be of many types. Virtual teams are
those whose members
(a) Regularly meet face to face to solve company problems
(b) May be separated geographically and communicate electronically
(c) Are earnest and sincere in all their interactions
(d) Are self-directed and hold each other mutually accountable
(e) Work together by being present physically.
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63. How do you deal with your own views and individual style when you communicate with outsiders on
behalf of your company?
I. You should subordinate your own views and individual style to the interests and style of your
company.
II. You should express your own views and individual style.
III. You should ask the company to modify and match its views and style with your own.
IV. You should speak as little as possible.
(a) Only (I) above (b) Only (II) above
(c) Only (III) above (d) Both (III) and (IV) above
(e) Both (I) and (IV) above.
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64. Groups form to accomplish some objective. The objective may be to complete some kind of task or it
may be to strenghten interpersonal relationships between the group members. Groupthink refers to
(a) The willingness of individual group members to set aside their personal opinions and go along
with everyone else
(b) The four-step decision-making process in groups
(c) Software programs that help groups make decisions
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(d) The basic rules that underlie a group's behavior
(e) The notion that group decision-making is superior to individual decision-making.
65. In order to accomplish the desired objectives of the meeting, the leader must follow the agenda.
Whenever the discussion strays from the agenda, he should redirect it so that it stays focused on the
main purpose. Which of the following is not true regarding the role of leader in a meeting?
(a) To redirect the focus on the main purpose, the leader can be too directive
(b) An effective leader does not start out by telling the others how a particular issue should be
resolved
(c) Leader prompts members to be more forthcoming
(d) Leader should confront the troublemaker and make him realize that he is hampering the
proceedings
(e) The leader should thank the people for their participation, regardless of how he personally feels
about their ideas.
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66. Groups are formed to accomplish some objectives. The objective may be to complete some kind of task
or it may be to strengthen interpersonal relationships between the group members. If Chandra is putting
together a company team, she should
(a) Make sure that the team is as homogeneous as possible
(b) Encourage tactful, constructive disagreement
(c) Encourage person-oriented confrontation
(d) Ensure that the team has 10 or more members
(e) Encourage the leader alone to take all the decisions.
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67. After the meeting is over, the leader assesses the results. Was the purpose achieved? Did all the
members participate in the discussion? Was the decision taken in an appropriate manner? How can the
next meeting be conducted better? All of these come under
(a) Concluding the meeting
(b) Conducting business
(c) Following up the meeting
(d) Sending the notice of the meeting
(e) Preparing minutes of the meeting.
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68. Groups form to accomplish some objective. The objective may be to complete some kind of task or it
may be to strengthen interpersonal relationships between the group members. Which of the following is
not a common ground rule used by workplace teams?
(a) Formation (b) Coordination (c) Formalization
(d) Interrogation (e) Sharing of information.
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69. In a group decision technique, the group must rank a set of options, members individually list all
options that can be considered then group facilitator 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. Which of the following holds true for the above explanation?
(a) Reflective thinking (b) Brainstorming
(c) Nominal group technique (d) Consensus (e) Positive thinking.
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70. Groups/teams are formed to accomplish some objectives. The objective may be to complete some kind
of task or it may be to strengthen interpersonal relationships between the group members. The
successful working of any team depends on the abilities of the leader in giving a proper direction to the
teamwork. In planning a team-written document, members should develop a work plan, assign jobs, and
(a) Discuss how to avoid conflict
(b) Decide to be ruled by the majority
(c) Set deadlines
(d) Assign one person to boost morale
(e) Let the leader dictate everything.
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71. The place of a meeting is usually decided by custom or availability of space. Studies have shown that
people react in certain predictable ways in certain physical surroundings. The seating arrangements can
have a bearing on the outcome of the meeting. How far individual members are expected to participate
in the meeting depends on how the leader positions himself in relation to the other participants. Which
of the following seating arrangements focuses attention on the leader?
(a) Covertly directive (b) Overtly directive
(c) T-formation (d) The equalizing pattern
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(e) Banquet style.
72. The seating arrangements can have a bearing on the outcome of the meeting. Which of the following
patterns indicates the leader wants all members to participate by speaking their minds?
(a) T-formation (b) Banquet style
(c) Overly directive (d) Covertly directive
(e) Equalizing pattern.
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73. Your friend suggested to you that, to become a good presenter you need to be concerned about the
various aspects of audience to whom you are presenting, their educational backgrounds, income levels
etc. Which of the following statements does not signify audience analysis?
(a) Identify a receiver's interests and needs
(b) Identify the personality of your reader(s)
(c) Gear your message to the needs of every individual receiving your document
(d) Determine the level of details required for your primary audience
(e) Determine whether your audience knows your reputation and competence level.
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74. When a topic is divided into parts, one part will be recognized as a central idea and the other as minor
ideas. The process of identifying these ideas and arranging them in the right sequence is known as
outlining or organizing. One of your friends asked you about the characteristics of a good and effective
message, either oral or written. What is your reply to your friend? Effective message
(a) Is business-centered and uses impressive wording
(b) Is a specific point-of-view and uses collaboration
(c) Is purposeful, audience-centered, and concise
(d) Demonstrates that the writer worked hard on the message
(e) Gives detailed explanations.
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75. Every presentation comprises of many parts. Depending on your objective, different things need to be
arranged in different parts. What do you need to restate at the close of your presentation?
(a) Restate your name and occupation so that the audience can remember you
(b) Restate your main points emphasizing what you want your audience to do or think
(c) Restate the title of your presentation so that the audience can remember the title
(d) Restate the objective behind your presentation.
(e) Don’t restate anything since repetition is a waste of time.
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76. When making a presentation, you have a variety of methods to choose from: memorizing the speech,
reading it from the manuscript, speaking with the help of notes and ______ speaking.
(a) Imperative (b) Imperious (c) Impudent (d) Impromptu (e) Impressive.
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77. While there are a variety of ways to approach the task of organizing the message, we shall concentrate
on the method that involves formulating a core statement, which expresses the central idea of the
message, phrasing main points to support the core statement. The main idea of a message is
(a) The "hook" that sums up why a particular audience should do or think as you suggest
(b) The broad subject of a message
(c) Identical with the topic
(d) Never directly presented to the audience
(e) The part with which the message is started.
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78. The composition process may be viewed as ten separate stages that fall into three simple categories:
planning, composing, and revising. The "composition" stage includes
(a) Checking to see if your purpose is realistic and acceptable, if the timing is right, and if the right
person is delivering the message
(b) Defining your purpose, analyzing your audience, establishing a main idea, and selecting the
channel and the medium
(c) Organizing and formulating the message
(d) Editing and rewriting the message, then producing and proofing the message
(e) Finalizing the message.
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79. The key to effective communication is determining your audience's needs and responding to them.
Which of the following will not help you to satisfy your audience's informational needs?
(a) Provide all the required information
(b) Find out what the audience wants to know
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(c) Define your relationship with your audience
(d) Emphasize ideas of greatest importance to your audience
(e) None of the above.
80. The best approach to getting someone to buy a magazine subscription from your charity group would be
to say
(a) "Please buy a subscription, our group really needs the money"
(b) "If you buy a subscription from me I'll make my quota"
(c) "This magazine will keep you informed on issues that affect your daily life"
(d) "Our group doesn't get any assistance from government agencies, so these magazine sales are our
main source of funding"
(e) “This magazine will go out of print soon”.
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81. You are asked to present a direct-order report. Which of the following patterns do you choose?
(a) Conclusion, analysis, introduction
(b) Introduction, analysis, conclusion
(c) Conclusion, introduction, analysis
(d) Introduction, conclusion, analysis
(e) Analysis, introduction, conclusion.
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82. On a previous occasion when you were assigned the responsibility of giving a presentation to convince
the top management to change the performance appraisal methods, you could not convince due to lack
of proper organization of your message. When you sent a written report also on the same subject, the
feedback was; the report was ill organized. Which of the following will not help you prepare a well
organized message next time?
(a) Including only information that is related to your subject and purpose
(b) Including all necessary information
(c) Grouping the ideas and presenting them logically
(d) Making the subject and purpose clear
(e) Taking your time in getting to the point.
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83 Whatever type of letter one is writing, it is always advisable to plan the letter with fundamentals of
letter writing in mind-knowledge of the subject, audience, and purpose. A good beginning for an order
letter would be
(a) Please send the following items
(b) Hi! My name is Rajdeep and I'd like to place an order
(c) Enclosed is a check for Rs. 4000
(d) Do you offer discounts for quantity purchases?
(e) Will you be able to process my order on time?
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84. While applying for job, you want to attach a recommendation from one of your old bosses with whom
you are presently not in touch. Now you want to write a letter to your old boss requesting him for the
recommendation letter. If you request a recommendation from a person you haven't had contact with
recently, you should
(a) Use the opening of your letter to refresh the person's memory
(b) Enclose a stamped, preaddressed envelope
(c) Use the persuasive approach
(d) Use the bad-news approach
(e) Tell him how badly you need his recommendation.
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85. Which of the following statements is not true?
(a) Headings and subheadings show a document's organization, get the reader's attention, and also
demonstrate the relationship between different ideas in a document
(b) When messages are categorized by type, they can be classified as (1) routine, good-news, and
goodwill; (2) bad-news; and (3) persuasive messages
(c) Extra care is needed to write bad-news message
(d) An indirect approach of presenting the main idea after some discussion of the evidence is not
suited for bad-news or persuasive messages
(e) An employee of an organization will observe things that other employees of the same organization
may not have a chance to observe, and such knowledge needs to be shared with co-workers
through internal communication.
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86. Without empathy for the audience’s feelings, it is hard to gain its cooperation or persuade it to accept
tough decisions. So, before composing a letter containing unpleasant news, always ask yourself, “if I
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tough decisions. So, before composing a letter containing unpleasant news, always ask yourself, “if I
were the receiver of the message I am about to transmit, how would I react?”
How should a bad-news message be ended?
(a) On an upbeat note
(b) On a sad note
(c) With the reason for the bad news
(d) With an apology for the bad news
(e) With a buffer.
87. The fundamental question about the effectiveness of the message is proper organization of the message.
But how should the material be organized? It’s all very well to say that the subject, audience, and
purpose determines the organization, but how exactly do they impact it? There may be some
organizational patterns and presentation ideas to improve the presentation. But in the final analysis you
alone are the best judge of your speaking situation, and based on that you should organize and develop
your presentation.
Jamie has just become Executive Director of the local Red Cross and she needs to contact corporations
in the community for their support and funding for the Blood Drive next month. In creating her
message, she should use a strategy that is
(a) Persuasive and direct, since this is for a good cause
(b) Persuasive and indirect, since this is for a good cause
(c) Persuasive and indirect, since the audience needs to see the benefit for them
(d) Persuasive and direct, since the audience needs to see the benefit for them
(e) Assertive and direct since you are confident about the response.
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88. Due to some unavoidable circumstances, you have to refuse a request of one of your existing customers.
Which of the following additional challenges does a communicator face when conveying bad news to
an existing or potential customer?
(a) The challenge of conveying more bad news in the future
(b) The challenge of facing the customer in person
(c) The challenge of explaining the bad news to the customer
(d) The challenge of making a resale or creating opportunities for future sales inspite of the bad news
(e) The challenge of facing the customer’s reference groups.
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89. The statement, "Although layoffs are painful, a reduction of 5 percent in the workforce now will
increase our cost-to-profit ratio by 25 percent and will make future growth a real possibility." is an
example of
(a) Bad news cushioned by neutral news
(b) Neutral news cushioned by good news
(c) Bad news cushioned by good news
(d) Neutral news emphasized by bad news
(e) Bad news emphasized.
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90. In which of the following circumstances can a bad news letter begin with a clear statement of the
refusal?
I. When refusing an obviously unethical or immoral request.
II. When the writer is of the opinion that the request is not reasonable.
III. When the writer has to demonstrate authority.
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (II) above (d) Both (I) and (III) above
(e) All (I), (II) and (III) above.
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91. Various attention-getting techniques have been successful in convincing recipients to put aside
whatever they are doing and considering an unsolicited letter. I want to start my message with attentiongetter
like “Are you interested in improving your health?” Comment on my choice.
(a) It is a good attention-getter many people will be attracted since, everybody is interested in
improving their health
(b) It is a good attention-getter message because you are talking about other people’s health
(c) It is a bad attention-getter because answer to this question is always “yes”. Hence, there is no need
to ask this question
(d) It is a bad attention-getter because people do not want others to intrude in their personal space
(e) It is a bad attention-getter because people cannot find answer for this question.
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92. Although persuasion is generally associated with sales letters, it is also a strategy that business people
must master to gain the support of others for important decisions. Persuasion involves the ability to win
others to your point of view. What are selling points in a message?
(a) They are the most attractive features of an idea or product
(b) They are the points awarded to communicators for writing successful sales messages
(c) They refer to the sales letters that generate the highest sales
(d) They are the points given to the products that sell the most
(e) They are the points given to sales persons who sell the most.
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93. Most college graduates look for entry-level positions. Before deciding it would be helpful to answer the
questions like, what are the specific duties and responsibilities? Do the specific duties and
responsibilities seem compatible with my personal characteristics attitudes, interests? Which of the
following do they come under?
(a) Self analysis (b) Job analysis
(c) Career analysis (d) Company analysis
(e) Environment analysis.
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94. To make yourself heard above the din of the marketplace you must not only have a clear idea of exactly
what kind of employment would suit you best, but also the ability to sell yourself effectively to would
be employer. Which of the following is true regarding a "perfect" resume?
(a) It responds to the needs and preferences of the reader
(b) It is written in a chronological format
(c) It is organized around a list of skills and accomplishments
(d) It is electronic
(e) It gives emphasis on what you are good at.
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95. Imagine you are a HR manager in a medium sized firm, which recently put out an advertisement for
sales representatives. After careful consideration you selected some candidates, for whom you have
sent interview letters. In that letter there will be various parts. Which of the following identifies the
recipient fully?
(a) The salutation (b) The signature block
(c) The inside address (d) The letterhead (e) The outside address.
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96. The elements of a report refer to those components that are usually included in a formal business report.
Executive summary is one of them. Which of the following statements is false regarding an executive
summary?
(a) It can be descriptive or informative
(b) It is intended for readers who need a condensed version of the information contained in the report
(c) It need not provide a summary of conclusions and recommendations
(d) It is one of the most important elements in a formal report
(e) It condenses the report into a few pages.
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97. When business people speak of reports, they are, in general thinking of written, factual accounts that
objectively communicate information about some aspect of the business. Which of the following are the
two styles of reports?
(a) Persuasive and non-persuasive (b) Informational and anecdotal
(c) Formal and informal (d) Analytical and clear
(e) Analytical and anecdotal.
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98. The abstract of a report is directed primarily to readers who are familiar with the technical subject and
need to know whether to read the full report. When writing an abstract you can use technical
terminology freely and refer to advanced concepts in your field. The two basic types of abstracts are
(a) Informative and informational abstracts
(b) Descriptive and executive abstracts
(c) Informative and executive abstracts
(d) Descriptive and informative abstracts
(e) Introductory and concluding.
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99. Reports are business tools that convey information objectively from one organizational area to another
or from one institution to another. Which of the following is the most standardized of all types of
reports?
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(a) Staff study report (b) Letter report
(c) Short report (d) Audit report
(e) Memorandum report.
100. When business people speak of reports, they are, in general, thinking of written, factual accounts that
objectively communicate information about some aspect of the business. Which of the following is apt
for the memorandum report?
(a) Date, salutation, subject line, recommendation
(b) Introduction, facts, summary
(c) Conclusion, introduction, analysis
(d) Date, to, from, subject, contents
(e) Title page, table of contents, report text.
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