Managerial Effectiveness - I (MB121): April 2007

Question Paper
Managerial Effectiveness - I (MB121): April 2007

• Answer all questions.
• Each question carries one mark.
1. Visual aids help communicate the subject matter clearly and attractively. Which of the following is not a visual aid?
(a) Chalk-board
(b) Slides
(c) Graphs
(d) Physical objects
(e) Anecdotes.
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2. You have ordered for 10,000 calculators from X-Ltd. As first installment, you have received 500 calculators and it
was found out that they are not of required specification. Despite showing evidence, the supplier is not willing to take
them back. Hence, you have decided to cancel the order. Cancellation of orders should be preferably made by
(a) Telephone
(b) Telegram
(c) Letter
(d) Teleconferencing
(e) E-mail.
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3. All business communicators face the problem of compressing complicated, closely related ideas into a linear
message that proceeds sequentially from point to point. One-line paragraphs in a message
(a) Should never be used
(b) Can be used to emphasize a major point
(c) Are good for subordinating content
(d) Should be used frequently
(e) Give the writing sophistication.
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4. 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. The reports which contribute to management control
are termed as
(a) Lateral reports
(b) Informal reports
(c) Proposal reports
(d) Vertical reports
(e) Horizontal reports.
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5. 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. Report is a decision making tool for the managers.
Which of the following abstracts presents the logical skeleton of the article?
(a) Descriptive
(b) Quantitative
(c) Summary
(d) Purpose
(e) Appendix.
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6. You are making a presentation to some people, who are very unfamiliar to you and who are considered to be very
difficult to make them trust you. Hence, the first step in the presentations is, to establish your credibility. For that you
should not
(a) Declare your trustworthiness
(b) Support your message with facts
(c) Establish common ground
(d) Be objective
(e) Establish rapport.
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7. You need to provide more information in your message if
I. You expect a favorable response.
II. You are unsure about the audience's level of understanding.
III. You and your audience share the same general background.
IV. You are perceived to be knowledgeable.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (III) above
(d) Both (III) and (IV) above
(e) (I), (III) and (IV) above.
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8. Human beings communicate a lot through body movements and facial expressions. These are learned behavior
patterns that we usually pick up in childhood. The way we use our spoons or our hands while eating is a good
example of
(a) Emblems
(b) Postures
(c) Illustrators
(d) Regulators
(e) Adaptors.
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9. 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) Cannot have any impact on the success of the operation
(e) Keeps employee active towards work.
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10. Effective communication requires careful organization of the message. The organization of the message consists of
many stages. Once you have determined your main idea, the next step is to
(a) Do library research
(b) Identify three to five major points that support and clarify the main idea
(c) Fill in your outline with all the supporting evidence for your main idea
(d) Decide on the specific purpose of your message
(e) Present your idea without losing time.
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11. When you are preparing a message to convince your audience to buy your product, which of the following is not an
effective guideline to follow?
(a) Assume your audience will agree with you
(b) Focus on your goal
(c) Use simple language
(d) Be specific
(e) Focus on the benefits.
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12. What are the most important issues that keep surfacing in business communication?
(a) Committing to ethical communication, adopting an audience-centered approach, improving intercultural
and workplace sensitivity
(b) Writing about ethics, agreeing with your audience's point-of-view and showing awareness about the
similarities between cultures
(c) Demonstrating knowledge of all kinds of business, traveling to other countries, and developing
friendships with co-workers
(d) Reading legal documents, writing about the audience, and celebrating one's own culture
(e) Writing about ethics, demonstrating knowledge of all kinds of business, and reading legal documents.
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13. 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. A persuasive presentation for consideration of
something that is either written or oral is called a/an
(a) Proposal
(b) Summary
(c) Narrative
(d) E-Mail
(e) Internet application.
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14. 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. Which of the following kinds of words are especially important to
give strength to sales messages?
(a) Friendly words
(b) Positive words
(c) Emotional words
(d) Action words
(e) Reassuring words.
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15. Groups form to accomplish some objective. A team is a unit of a minimum of _____ people who work together to
achieve a goal
(a) Three
(b) Five
(c) Two
(d) Ten
(e) Four.
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16. Mass communication refers to the process by which a complex organization, with the aid of one or more machines,
produces and transmits public messages that are directed at large, scattered audiences that are
(a) Heterogeneous
(b) Homogenous
(c) Related
(d) Specific
(e) Endogeneous.
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17. Either the tenants or the owners will have _____way.
(a) Her
(b) Their
(c) His
(d) Its
(e) That.
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18. When writing a claim letter, the best way to begin is by
(a) Complimenting the company for past service
(b) Providing a detailed description of the faulty merchandise
(c) Stating the problem clearly and specifically
(d) Threatening legal action if you do not receive a favorable adjustment
(e) Announcing your decision to dissociate yourself from the company.
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19. Regardless of whether the situation calls for appreciative, critical, discriminative, or active listening, listening skills
can be improved with conscious effort. A person engaged in which of the following types of listening tries to
understand a speaker’s message in totality to interpret the meaning as precisely as possible?
(a) Comprehensive
(b) Composite
(c) Complicated
(d) Convex
(e) Composed.
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20. Sara is deciding whether to prepare a memo to announce a new procedure or to hold a staff meeting to discuss how
the new procedure should be implemented. She is involved in which segment of the communication process?
(a) Message encoding
(b) Message transmission
(c) Idea formation
(d) Message decoding
(e) Message selection.
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21. It is relatively easy to compose routine letters or pleasant letters because there is little chance of antagonizing the
audience, unless one uses bad words. Usually, formal written requests
(a) Are written in the first person
(b) Provide all the details that the recipient needs
(c) Are written in the third person for social events like parties
(d) Are written on an attractive paper
(e) Are designed to communicate general information.
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22. Negotiating cannot be learnt by following a prepackaged set of principles because
I. People are not always rational or predictable.
II. People are often dictatorial.
III. People are not often superstitious.
(a) Only (I) above
(b) Both (I) and (II) above
(c) Both (I) and (III) above
(d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
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23. Very broadly, non-verbal communication is all those messages expressed by other than linguistic means. Many nonverbal
gestures are universal. Most human beings, no matter what culture they belong to, smile when they are happy
and frown when unhappy. Culture plays an important role in interpretation of non-verbal signals. What happens to
the interpretation of non-verbal signals from one culture to another?
(a) The interpretation may vary
(b) The interpretation will always remain the same
(c) The interpretation will become the opposite
(d) The interpretation will take on a negative meaning
(e) The interpretation can strain the relations forever.
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24. Which of the following should be implemented when analyzing a problem?
I. Determining who the audience is.
II. Determining what is the purpose in writing.
III. Finding out what information must be included in the message.
IV. Determining what kind of stationary should be used for writing the message.
(a) Both (I) and (II) above
(b) Both (II) and (III) above
(c) Both (III) and (IV) above
(d) (I), (II) and (III) above
(e) (I), (II) and (IV) above.
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25. 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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26. As the oral communication process goes through various steps, so does the written communication. How many steps
does the writing process in business consists of ?
(a) Five
(b) Six
(c) Four
(d) Three
(e) Two.
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27. 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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28. Research has shown that groups generally arrive at decisions in a predictable pattern. Aubrey Fisher identified four
stages in group problem solving. The first step is to decide on a situation which requires a decision to be taken,
subsequent step is to
(a) Develop a list of options
(b) Analyze options
(c) Select the best option
(d) Implement the decision
(e) Assign options to an individual, group, or department.
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29. In which of the following situations are requests considered routine?
(a) When a request is made at least once every day during a company's regular operating hours
(b) When a request has something to do with schedules
(c) When a request involves doing what is part of the normal course of business
(d) When a request is made at least once a month
(e) When a request is made by lower level people in the organization.
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30. The complimentary close is a phrase that _______ a letter.
(a) Closes
(b) Discloses
(c) Releases
(d) Compliments the reader of
(e) Is a complement to.
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31. What pre-writing device can help to keep your writing on the right track?
(a) A list of effective words
(b) Information
(c) Research
(d) An organizational plan
(e) Analysis.
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32. Which of the following factors in group communication aims at achieving task goals, while at the same time
maintaining interpersonal relationships in the group?
(a) Size
(b) Longevity
(c) Perception and self-concept
(d) Leadership
(e) Status.
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33. You are asked to present a direct-order report. Then, 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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34. It is correct that, visual aids help to communicate effectively. Selection of an appropriate visual aid requires a lot of
effort. If proper visual aid is not selected, the purpose of the communication is affected. Which of the following is
most suitable for presenting the project scheduling information?
(a) Bar chart
(b) Line chart
(c) Gantt chart
(d) Pie chart
(e) Tables.
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35. While attending an interview, a great deal of preparation is needed. The following tips will help you prepare for a job
interview except
(a) Anticipating questions and prepare answers in advance
(b) Tape-recording your answers and then listen to see if they sound clear and convincing
(c) Memorizing your responses to anticipated questions
(d) Having a friend conduct a mock interview using anticipated questions
(e) Going through the subject related books.
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36. When writers ask for something which they think they are entitled to (refund, replacement, exchange or payment of
damages), the letter is called a
(a) Credit letter
(b) Claim letter
(c) Sales letter
(d) Personal letter
(e) Collection letter.
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37. Managers, by improving their communication skills, help not only themselves but the entire organization. That is
because as employees they form a link in the organization’s information chain. Their ability to receive, evaluate, use,
and pass on information gathered from inside and outside the organization affects company’s effectiveness. To
become effective communicators, managers must be
(a) Aggressive
(b) Assertive
(c) Submissive
(d) Modest
(e) Rebellious.
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38. Redundancy in words always consumes the time of the reader while reading a message. It even makes the reader
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
(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.
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39. After introducing the product in an interesting way, we have to present enough supporting evidence to convince our
readers to purchase the product (or take suitable action). Which of the following is true regarding convincing the
readers with evidence?
(a) Be action oriented
(b) Use concrete language
(c) Be natural and cohesive
(d) Address the readers’ needs
(e) Avoid cliches.
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40. A sentence, which is the basic unit of writing, is primarily a group of words that are so arranged, so as to convey a
complete meaning or make a complete statement. Which of the following is a direct statement of an idea that almost
anyone would know already?
(a) Precis
(b) Platitude
(c) Paragraph
(d) Preface
(e) Preamble.
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41. 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 sections usually dominates a chronological resume?
(a) The "Education" section
(b) The "Career Summary" section
(c) The "Work Experience" section
(d) The "Skills and Accomplishments" section
(e) The “References” section.
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42. The communication between the interviewer and the respondent should be guided by certain ethical guidelines.
Which of the following does not come under the ethics of interviewing?
I. Do not make unrealistic promises.
II. Do not reveal confidential information.
III. Do not ask illegal questions.
IV. Do not ask personal questions.
(a) Only (II) above
(b) Only (IV) above
(c) Both (I) and (II) above
(d) Both (III) and (IV) above
(e) (I), (II) and (III) above.
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43. Visual aids help communicate the subject matter clearly. Imagine reading a paragraph of text describing your
company’s share of sales and your competitor’s share of sales per sales region. It would be unreadable and
incomprehensible. If the same information were tabulated the information would not only be crystal clear, it would
also be easy for the reader to make the necessary comparisons of differences in market share. To show correlations,
all of the following graphs/charts can be used except
I. Bar.
II. Line.
III. Pie.
(a) Only (I) above
(b) Only (III) above
(c) Both (I) and (II) above
(d) Both (I) and (III) above
(e) Both (II) and (III) above.
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44. Which of the following statements are true?
I. Reports are mostly long, formal documents that cannot be presented as memos or letters.
II. Informational reports present data and facts with analyses and recommendations.
III. Reports for implementing policies and explaining procedures are informational reports.
IV. Proposals and problem-solving reports are analytical reports.
(a) Both (I) and (II) above
(b) Both (I) and (IV) above
(c) Both (II) and (III) above
(d) Both (II) and (IV) above
(e) Both (III) and (IV) above.
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45. 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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46. A report’s success depends not only on how well you have collected the information through research, but also on
how well you have presented it using visual aids. Multi-range bar charts are useful when
(a) You have to present detailed, numerical information
(b) You have to compare more than one quantity over time
(c) You are displaying time relationships
(d) You are depicting changes in quantitative data over time and illustrating trends
(e) You want to show how the parts of a whole are distributed.
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47. Changing environments change the ingredients for success. What was once accepted as recipe for success is no more
accepted today. Today’s successful companies
(a) Use teams and collaborative work groups to arrive at quick decisions
(b) Limit decisions to a few managers at the top of a formal hierarchy
(c) Realize that the traditional management structure still works best
(d) Make all important decisions by going through a painstaking, careful, time-consuming process
(e) Avoid tough decisions or simply procrastinate.
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48. 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 which of the following stages of a meeting?
(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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49. “Could you tell me more about how this reorganization plan will affect my department?” and “Your idea sounds
good, but how will it help increase work productivity?” are the statements signifying response to a message sent. A
communication response may consist of
(a) Written words only
(b) Spoken words only
(c) Gestures, written words, and spoken words
(d) Physical actions only
(e) Silence only.
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50. 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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51. When choosing a specific channel or medium, it is important to be aware of the internal communication network
within which the message is conveyed. There will be many communication needs in an organization. A manager
wants to train his new assistant manager, a supervisor wants to send a memo, a manager wants to send a report on his
department’s performance to the CEO. Hence communication flows in various directions in an organization. An
example of downward communication flow is
(a) A junior staff person giving information to a staff supervisor
(b) A sales manager giving instructions to a salesperson
(c) An e-mail message about sick leave sent from one staff secretary to another
(d) A company briefing held on the organization's top floor
(e) An operations manager briefing the purchase manager about raw material replenishment.
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52. From the writer’s point of view, details that support a refusal are very important. If the supporting details are
understood and believed by the reader, the message may be readily accepted and a good business relationship
preserved. Which of the following statements is false regarding the explanation portion of the bad-news message?
(a) It should question the reader's actions
(b) It should tell people only what they need to know
(c) It should use passive voice to reduce the harshness of the news
(d) It should use clear language and avoid technical jargon
(e) It should cite your reasons for saying "no".
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53. Depending on the requirement, various ways are used to convey the message, some considered formal some
considered informal. What type of brief business message is deemed most formal?
(a) Letter
(b) Memo
(c) E-mail
(d) Informative flyer
(e) Circular.
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54. In which of the following group decision techniques, 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? And finally the facilitator computes an average score for each idea to determine the group’s
highest priority.
(a) Reflective thinking
(b) Brainstorming
(c) Nominal group technique
(d) Consensus
(e) Positive thinking.
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55. 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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56. Visual aids will definitely help to present the information more attractively. Choosing the proper visual aids is very
important. In the final presentation, visuals should be used for all of the following except to
(a) Present material more compactly and with less repetition
(b) Emphasize material
(c) Save paper by using less text
(d) Make points vivid
(e) Establish relationships.
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57. Visual aids help communicate the subject matter clearly. Imagine reading a paragraph of text describing your
company’s share of sales and your competitor’s share of sales per sales region. It would be unreadable and
incomprehensible. If the same information were tabulated the information would not only be crystal clear, it would
also be easy for the reader to make the necessary comparisons of differences in market share. Which of the following
types of visual aid is the most informal and flexible?
(a) Overhead transparency
(b) Videotapes, audiotapes, filmstrips and films
(c) Flip chart
(d) Chalkboard or whiteboard
(e) Powerpoint presentation.
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58. When listening to your superior on the job
I. Never convey your ignorance by asking "dumb" questions to clarify instructions.
II. Show your interest by leaning forward.
III. Feel free to answer the phone if you receive a call.
IV. Rely on your memory for the details rather than take notes.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (III) above
(d) Both (I) and (IV) above
(e) Both (III) and (IV) above.
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59. You are writing a persuasive message requesting one of your neighborhood organizations to sponsor an eye camp for
the local college students. In a persuasive message, the request itself
(a) Should follow convincing explanation
(b) Should be preceded by a logical and orderly presentation of reasoning
(c) Requires care in word choice
(d) Can end the letter
(e) Generate further clarifications.
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60. What is the last step in organizing a solicited job application letter?
(a) Develop your major qualifications in detail
(b) State that you’re applying for the job
(c) Ask for an interview
(d) Develop your other qualifications, even if the advertisement doesn’t ask for them
(e) Develop technical qualifications in detail.
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61. 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 would be used?
(a) Counseling
(b) Performance appraisal
(c) Disciplinary
(d) Persuasive
(e) Employment.
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62. Which of the following will not help you to satisfy the practical needs of your audience?
(a) Make your message as convenient as possible for your audience
(b) Make long written messages easy to follow
(c) Rather than giving your listeners an overview of a long oral message, let them grasp the content as you
deliver the message
(d) Remember that your audience may have little time, may be distracted, and may give your message low
priority
(e) Make the audience suitable to the needs of audience.
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63. A written message designed to provide a quick, convenient way for personnel to communicate with each other in the
organization, is called
(a) An application
(b) A memo
(c) A presentation
(d) A resume
(e) An internal letter.
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64. Offering criticism to somebody on what he has written is an art of conveying the mistakes in a diplomatic way. When
critiquing the writing of another person, you should not concentrate on which of the following?
(a) Does the document contain ambiguous language?
(b) Is the factual material correct?
(c) Does the document accomplish its intended purpose?
(d) Are all of the words spelt correctly?
(e) Is the construction of the message following a logical order?
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65. Listening is the most frequent, perhaps the most important type of on-the-job communication. But, there are many
barriers to effective listening. Which of the following is not an attitudinal barrier to listening?
(a) Prejudices
(b) Preoccupation with other matters
(c) Unclear, nonspecific message
(d) A casual attitude
(e) Egocentrism.
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66. When businesspeople 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 true regarding shorter
reports?
I. They are more apt to deal with routine business operations.
II. They tend to use a more personal writing style.
III. They usually involve people who know each other.
IV. They tend to have shorter headings.
(a) Both (I) and (II) above
(b) Both (II) and (III) above
(c) Both (III) and (IV) above
(d) (I), (II) and (III) above
(e) All (I), (II), (III) and (IV) above.
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67. Sometimes two identical verbal messages may communicate entirely different meanings when the tone of voice is
different. Rhythm, pronunciation and enunciation are all considered parts of
(a) Voice quantifiers
(b) Voice qualifiers
(c) Vocal characteristics
(d) Vocal segregates
(e) Postures.
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68. Gestures go with what we are saying verbally and tend to depict what is being said. When you tell some one, “Come,
sit in this chair” accompanied by a nod of the head or a wave of the hand, it signifies?
(a) Emblems
(b) Illustrators
(c) Regulators
(d) Adaptors
(e) Proximics.
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69. Which of the following questions is not pertinent to determine whether a visual presentation is appropriate and
effective?
(a) Does the visual presentation contribute to the overall understanding of the subject?
(b) Can the material be covered adequately in words rather than in visual ways?
(c) Does the visual aid effectively undermine the written material?
(d) Is the visual aid easily understood?
(e) Is the visual aid in line with the objective of the message?
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70. In order to avoid exaggeration, which of the following words should be used?
(a) Greatest
(b) Strongest
(c) Healthiest
(d) Finest
(e) Happy.
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71. Visual aids help communicate the subject matter more vividly; these tools can attract and hold the attention of the
audience. In a report, visual aids ________the text, and the text add meaning to visual aid.
(a) Supplant
(b) Supplement
(c) Mar
(d) Adorn
(e) Comply with.
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72. Which of the following can the speaker 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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73. You have identified the position for which you would like to apply. You have prepared an effective resume. The next
step is to write a letter of application. Which of the following cannot be included in the middle section of the
application letter?
(a) Your understanding of the job requirements
(b) Your understanding of the political climate in the country
(c) Your educational achievements that qualify you for the job
(d) Your work experience that helps qualify you for the position
(e) Your skills that help qualify for the position.
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74. A report’s success depends not only on how well you have accessed information through research, but also on how
well you have presented it. Through which of the following means can numerical facts be presented most
effectively?
(a) Lists
(b) Short paragraphs
(c) Symbols
(d) Tables and charts
(e) Short sentences.
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75. Reports are business tools that convey information objectively from one organizational area to another or from one
institution to another. All business reports must
(a) Be objective and communicate formally
(b) Cover only facts and never make interpretations
(c) Be orderly and serve a business purpose
(d) Cover human preferences and include conclusions
(e) Be factual and include recommendations.
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76. Every message has its own purpose. Selection of message and media depends on the purpose of the message. Which
of the following statements about the purpose of a message is not true?
(a) A purpose should be specific enough to serve as a yardstick for judging the success of a message
(b) Purpose of the message unnecessarily restricts the scope of the report
(c) A purpose should be specific enough to guide you in writing your document
(d) A clear-cut statement of purpose lets you focus on content and organization
(e) A general-purpose statement is important in guiding the development of a document.
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77. A paragraph must be developed in a logical manner. For instance, in a paragraph describing a process, chronological
or time orders would be important. To achieve a logical progression of ideas and to provide coherence, writers use
(a) Synthesizers
(b) Punctuations
(c) Logical connectors
(d) Parentheses
(e) Exclamations.
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78. Sometimes, even in an informative report that requires no investment by the audience, the data you provide may
encounter resistance from the audience because
(a) You did not thoroughly consider the type of audience
(b) You did not consider the type of report carefully
(c) You did not take time to check your sources
(d) You asked the audience for an immediate response
(e) You did not write the report properly.
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79. While writing a bad-news message, to maintain good human relations, it is essential to emphasize the positive and
de-emphasize the negative. Which of the following is not a part of the indirect plan for writing bad-news messages?
(a) A buffer statement
(b) A direct statement of the request or main idea
(c) Reasons supporting the negative decision
(d) A clear, diplomatic statement of the negative decision
(e) A helpful, friendly, positive close.
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80. It is preferable to use the indirect approach if your audience will
(a) Have a positive reaction
(b) Be neutral about what you have to say
(c) Be displeased by what you have to say
(d) Be above you in the hierarchy
(e) Revolt against you.
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81. Barriers are the impediments in the process of communication, which influence the communication process in a
negative way. Which of the following is not a verbal barrier to communication?
(a) Inadequate knowledge or vocabulary
(b) Differences in interpretation
(c) Inappropriate use of expressions
(d) Differences in perception
(e) Poor grammatical skills.
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82. A sentence can broadly be divided into two parts: the subject and predicate. The subject part names things, while the
predicate part makes an assertion about or describes an action involving the subject. Which of the following parts of
speech is especially powerful and tells what is happening in a sentence?
(a) Adjectives
(b) Verbs
(c) Interjections
(d) Pronouns
(e) Adverbs.
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83 The style and purpose of an interview depend on its purpose and on the relationship between the two parties
involved. In a problem solving interview the flow of communication is always
(a) Informal
(b) One way
(c) Vertical
(d) Two ways
(e) Horizontal.
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84. There are many parts in a standard letter like, heading and date, inside address salutation, body etc. In the format of a
business/formal letter, where does the date come?
(a) Precedes the body of the letter
(b) Double space below the salutation
(c) Six lines below the last line of the letterhead
(d) Succeeds the body of the letter
(e) Double space below the signature block.
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85. Padmini was asked to prepare a six minute speech to inform for presenting before her sociology class the following
week. She followed carefully the advice she had been given on preparing speech content. She analyzed the audience
and gathered material. Inspite of her preparation, her audience did not respond with interest or enthusiasm. One
listener remarked, “Padmini, you did not seem to be interested in what you were saying. I had a hard time forcing
myself to listen.” Which of the following factors did Padmini not take care of?
(a) Padmini did not put enough effort on putting attractive language
(b) Padmini did not align her non-verbal communication
(c) Padmini did not meet the emotional needs of the audience
(d) Padmini did not analyze the audience properly
(e) Padmini had an arrogant attitude.
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86. What kind of communication channel is better for making a claim?
(a) A phone call
(b) A personal visit
(c) An e-mail
(d) A letter
(e) A fax.
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87. Your friend is writing a refusal message to one of his clients denying his credit request. Your friend has prepared the
letter, but he is not able to decide upon the closing of the refusal message. Your suggestion to your friend regarding
the close of a refusal message would be
(a) Repeat a major point of explanation
(b) Apologize for the refusal
(c) Ask for understanding by the reader
(d) Move to a friendly, off-subject topic
(e) Hard hitting to the reader.
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88. Which of the following best describes all of the people who are likely to be interested in buying the product, using
the service, or contributing to the cause?
(a) Target audience
(b) Direct audience
(c) Central selling point
(d) Direct consumer
(e) Initial audience.
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89. 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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90. Non-verbal vocal communication refers to
I. Gestures.
II. Tone of voice.
III. Eye Contact.
IV. Pronunciation and enunciation.
(a) Both (I) and (II) above
(b) Both (II) and (III) above
(c) Both (II) and (IV) above
(d) Both (III) and (IV) above
(e) All (I), (II), (III) and (IV) above.
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91. 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. Headings at any equal level
(a) Should be noun phrases
(b) Should be constructed as talking captions
(c) May be mixed in form as long as they are equal in weight
(d) Should be constructed as topic captions
(e) Should be parallel in structure.
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92. Visual aids should be used in reports to
I. Reinforce the material.
II. Conceal the material.
III. Clarify the material.
(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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93. When faced with a conflict, different people respond in different ways. One of them is ‘avoiding’ the conflict—
unwillingness to talk things out, pretending that a conflict does not exist. In which of the following situations is
‘avoiding’ advisable?
I. When you need time to gather facts or think about a situation.
II. When you think delaying of the problem will solve the problem.
III. When you perceive that you have no chance of satisfying your concerns.
(a) Only (I) above
(b) Only (II) above
(c) Only (III) above
(d) Both (I) and (III) above
(e) All (I), (II) and (III) above.
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94. Identify the grammatically correct sentence:
I. Where is the building to be located?
II. Where is the building to be located at?
III. Where is the building to be located in?
(a) Only (I) above
(b) Only (III) above
(c) Both (I) and (III) above
(d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
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95. Public speaking is simply a specialized form of communication. However, there is one major characteristic of public
speaking that often sets it apart from some other types of interactions. That is
I. In public speaking, the speaker has a preconceived purpose; a purpose that has been decided upon before the
talk begins.
II. In public speaking the speaker has no preconceived purpose; the purpose is developed based on the response of
the audience.
III. In public speaking, the audience have a preconceived purpose; a purpose that has been decided upon before the
talk begins.
(a) Only (I) above
(b) Only (II) above
(c) Only (III) above
(d) Both (I) and (III) above
(e) Both (II) and (III) above.
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96. 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. Which of the following kind of appeals do most persuasive
messages include?
(a) Emotional and logical
(b) General and specific
(c) Direct and indirect
(d) Positive and negative
(e) Rational and irrational.
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97. The technique which will not help a speaker to encourage effective listening among his audience is
(a) Adjusting delivery
(b) Utilizing feedback
(c) Speaking according to his convenience
(d) Being lucid
(e) Not using jargon.
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98. As in other persuasive letters, the primary purpose of a collection letter is to get action-in this case, payment. A
secondary goal is to maintain a customer’s goodwill. An effective series of collection letters incorporates the
following characteristics: timeliness, regularity, understanding and increasing
(a) Fear
(b) Threat
(c) Stringency
(d) Doubt
(e) Anxiety.
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99. There are many parts in a standard letter like, heading and date, inside address, salutation, body etc. “Dear sir” in a
letter is an example for
(a) Application bank
(b) Opening
(c) Salutation
(d) Notation
(e) Postscript.
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100. 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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