Business Communication (MB121): April 2005

Business Communication (MB121): April 2005

• Answer all questions.
• Marks are indicated against each question.
1.
When two parties involved in a conflict want to work towards amicable solution, they must engagethemselves in communication process to decide what kind of deal would be acceptable to both. Inother words, they must negotiate to reach an agreement. In a negotiation if argument continuesover position, it leads to
(a) Policing (b) Polishing (c) Polarization
(d) Posthumous action (e) Pretension.
< Answer >
2.
An interview is a goal-oriented, interpersonal communication between an interviewer and arespondent. 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.
< Answer >
3.
Sometimes -------- sessions are used to arrive at a decision. Members are encouraged to generateas many ideas about a topic as they can. Every idea is recorded. No idea is rejected at the initialstage. The group then returns to the ideas and adopts those that seem most feasible or most useful
(a) Nominal group technique (b) Brainstorming (c) Filtering
(d) Reflective thinking (e) Random thinking.
< Answer >
4.
Groups form to accomplish some objective. A team is a unit of a minimum of _____ people whowork together to achieve a goal
(a) Three (b) Five (c) Two (d) Ten (e) Four.
< Answer >
5.
The body of a speech to inform can be organized in any pattern except
I. Spatial pattern II. Causal pattern
III. Topical pattern IV. Motivated pattern.
(a) Only (I) above (b) Only (IV) above
(c) Both (I) and (II) above (d) Both (II) and (III) above
(e) (I), (II) and (III) above.
< Answer >
6.
The purpose of every group is to achieve a specific goal or to arrive at a decision. However,different groups adopt different approaches to achieve their purpose. In which of the followingstages of group decision making, group members endorse their final decision by using supportive verbal and nonverbal communication?
(a) The orientation stage (b) The conflict stage (c) The emergence stage
(d) The reinforcement stage (e) The managing stage.
< Answer >
7.
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) None of the above.
< Answer >
8.
Communication among the members of a group leads to group decisions. If these decisions are tobe effective, a group’s members must be able to communicate freely and openly with all the othermembers of the group. If communication fails that may lead to conflict. Which of these can be aconstructive feature of conflict in a team?
(a) It puts everyone on an equal basis
(b) It increases involvement of all team members
(c) It helps everyone get to know each other
(d) It always leads to good results
(e) It establishes the authority of the leader.
< Answer >
9.
When we want to get a job from a company in which we would like to work, we should showsome qualities, which will be valuable to a potential employer. In which of the following ways canyou increase your value to potential employers?
(a) By showing them proof of your most recent salary
(b) By contacting them frequently to show your interest in the company
(c) By updating your skills and experience
(d) By sending your references even if potential employers don't ask for it
(e) By sending your special achievements to the employers.
< Answer >
10.
The respondent can do several things to ensure that he makes a favorable impression. The mostimportant of these is to answer each question the interviewer asks as clearly and accurately aspossible. Sometimes interviewers misinterpret facts. When this happens, it is up to the respondentto ensure that the record is set straight. He can do this in which of the following ways
(a) Telling the interviewer on the face
(b) Showing the offended expression
(c) Politely pointing out that he had said something else or unobtrusively repeating an earlier remark
(d) Ignoring the misrepresentation
(e) Wait for an opportune time.
< Answer >
11.
As a communication expert put it: “Awareness of the more subtle voice characteristics, such aspleasantness, especially in combination with voice qualifiers, can do much to help individuals and organizations improve communication. Think, for instance, how much a company’s image can behelped by receptionist who sounds, both in person and over the telephone, ‘pleasant’, ‘confident’and ‘competent’. The given examples can be described by which of the following components of paralanguage?
(a) Voice qualifiers (b) Vocal characteristics (c) Voice pitch
(d) Rhythm (e) Pronunciation and enunciation.
< Answer >
12.
When business people speak of reports, they are, in general, thinking of written, factual accountsthat objectively communicate information about some aspect of the business. In which of thefollowing ways, a problem in the report can be defined?
(a) It shapes the solution you find
(b) It is unimportant
(c) It is determined by the length of your document
(d) It is usually determined solely by your boss
(e) It usually depends on your qualifications.
< Answer >
13.
All business communicators face the problem of compressing complicated, closely related ideasinto a linear message that proceeds sequentially from point to point. People simply do not remember disassociated facts and figures, so successful communicators rely on organization tomake their messages meaningful. Well organized message has many benefits, which of thefollowing is not one of them?
(a) It makes the message more acceptable to the audience
(b) It saves the audience's time
(c) It ensures that the audience will agree with the message
(d) It helps the audience understand the message
(e) It creates good image of you.
< Answer >
14.
When you received a request from your client you felt that it is not reasonable. Hence, you havegiven reasons for refusing and have written that “I am sure that you will agree with our decision”.Is it appropriate?
(a) Yes, as long as you had no choice about making the decision
(b) Yes, because it will prevent psychological resistance
(c) No, because the client will then feel silly for having made the request
(d) No, because you should not assume that you know how the reader feels
(e) Yes, because client will be happy because you thought on behalf of him.
< Answer >
15.
The ability to communicate bad news as delicately and clearly as possible is an essential business skill. A skill manager will attempt to say “no” in such a way that the reader supports the decisionand is willing to maintain and continue a positive relationship with the company.
Which of the following is an example of a buffer?
(a) Thank you very much for interest you have shown in our program
(b) “Please send information regarding room availability in your hotel for the week of July 2”
(c) “I'm sorry your request for a product replacement cannot be fulfilled”
(d) “Please accept the enclosed payment for invoice #456-90”
(e) With regard to your reseme, you are required to attend an interview on 29th of April 2005.
< Answer >
16.
You are working as a finance manager in a manufacturing firm. You have requested one of yourassistant managers to give you a report. While going through the report you found a mistake.Hence, you have decided to call him and tell him about the mistake. When you are criticizing or correcting your assistant manager, it is best to
(a) Focus on what your assistant manager can do to improve
(b) Emphasize your assistant manager’s mistake so that he or she will not make the same mistake again
(c) Call a spade a spade and call attention to your assistant manager’s failures or shortcomings
(d) Make your assistant manager an example for everyone else to learn from
(e) Demonstrate your special abilities in finding faults.
< Answer >
17.
It may be unethical to omit negative information from a recommendation if
(a) The information is well-known in the workplace
(b) The information is true and relevant
(c) The applicant asks you to do so
(d) The position is a high-ranking one
(e) The applicant happens to be your close associate.
< Answer >
18.
Suppose, you have approached a local industry to persuade them to provide funds for the school to
be constructed for the poor kids in the locality. How do you stimulate the owner of the localindustry to respond positively to your request?
(a) Remind them that their reputation will be in jeopardy if they don't honor your request
(b) Reveal the consequences of other businesses that did not honor similar request
(c) Make your complaint emotionally hard-hitting so that the audience is persuaded to honor your request
(d) Appeal to their sense of goodwill and give them some positive reasons to honor your request
(e) Offer them something in return for honoring your request. < Answer >
19.
Recently you have seen an advertisement of Wipro in Times of India for the position of a systems analyst. You have prepared a resume, written an attractive application letter. What should be thefirst step in organizing your application letter?
(a) Develop your major qualifications in detail
(b) State that you are applying for the job
(c) Ask for an interview
(d) Develop your other qualifications, even if the ad doesn’t ask for them
(e) Praise the organization for its recent achievements.
< Answer >
20.
A memo is a written message designed to provide a quick, convenient way for personnel tocommunicate with each other. Which of the following is not a standard part of a memo?
(a) Subject (b) Salutation (c) Body (d) Name of the recipient (e) Date.
< Answer >
21.
Informal communication increases when official channels are closed or when the organizationfaces periods of change, excitement, or anxiety. Instead of trying toeliminate the grapevine, sophisticated companies minimize its importance by making certain that the official word gets out.But, some executives are wary of informal communication channels, possibly because they
(a) Fear the spread of misinformation
(b) Believe only formal channels are efficient carriers of information
(c) Object to casual conversations on company time
(d) Fear a loss of their control over the flow of information
(e) Don’t know the advanatges of informal communication.
< Answer >
22.
You have identified the position for which you would like to apply. You have prepared aneffective resume. The next step is to write a letter of application. In which of the following sections of your application letter, you ask the reader for a specific action?
(a) Closing section (b) Middle section (c) Opening section
(d) Formal section (e) Subject section.
< Answer >
23.
A memo is a written message designed to provide a quick convenient way for personnel tocommunicate with each other in the organization. The prerequisite of a good memo is, it should
(a) Be of at least a full page in length (b) Include a salutation and formal close
(c) Use a formal, businesslike tone (d) Stick to a single topic
(e) Use flowery language.
< Answer >
24.
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.
< Answer >
25.
__________ refers to the rising or falling inflection that tells you whether a group of words is aquestion or a statement; whether the speaker is uncertain or confident; or whether a statement issarcastic or sincere
(a) Volume (b) Pitch (c) Stress (d) Tone of voice (e) Attribution.
< Answer >
26.
When you are forced to listen to a quick succession of messages, then after a point your receptivitydulls. You find it gets impossible to listen attentively. Coping with a deluge of information is likejuggling - you can keep only a few things going at a time. This explanation signifies which of thefollowing barriers to listening?
(a) Physical distractions (b) Prejudices (c) Preoccupation
(d) Message overload (e) Poor listening habits.
< Answer >
27.
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 agreethat “active listening” is the most crucial skill for becoming a successful manager. Which of theseis not a type of listening?
(a) Comprehensive listening (b) Integrative listening (c) Critical listening
(d) Empathic listening (e) Discriminative listening.
< Answer >
28.
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 (II) and (III) above
(c) Both (III) and (IV) above (d) Both (II) and (IV) above
(e) Both (I) and (IV) above.
< Answer >
29.
Look at these sentences: “You never come to office on time.” And “Since you have been comingin late, I have had to make a lot of excuses whenever the Director asks for you. I am uncomfortable with that.” Which of the following is true?
(a) First sentence sounds descriptive and evokes defensive reaction, second sentence sounds judgmental
(b) First sentence sounds judgmental and evokes defensive reaction and second sentence is descriptive
(c) Both the sentences are judgmental and evoke defensive reaction
(d) Both the sentences are descriptive and do not evoke defensive reaction
(e) Both the sentences are descriptive and evoke defensive reaction.
< Answer >
30.
Two punctuation styles are customarily used in business letters: open and mixed. Standard ormixed punctuation uses which of the following after the salutation anda comma after the complimentary close
(a) A period (b) An exclamation mark (c) A semi colon (d) A colon (e) A bracket.
< Answer >
31.
The elements of a report refer to those components that are usually included in a formal businessreport. Title page is one of them. Which of the following statements is falseregarding the title page?
(a) It is usually the first page the reader sees when he/she opens the report
(b) It should tell the reader what your report is about
(c) It should contain information about the group or individual for whom the report is intended
(d) It should use phrases like "report on"
(e) It should contain the title and subtitle of the report.
< Answer >
32.
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 aswell. In fact, most managers agree that “active listening” is the most crucial skill for becoming a successful manager. Since speakerstalk at a rate three times slower than most people listen, the speaker should
(a) Talk faster so that there is no time gap between talk and listen
(b) Be as active as possible to keep the listener's attention
(c) Assume that the listeners will get bored
(d) Try to talk more slowly in order to emphasize each point
(e) Talk slower the rate than he usually talks.
< Answer >
33.
The elements of a report refer to those components that are usually included in a formal businessreport. If you wish to acknowledge help given by others, place it in the
(a) Letter of authorization (b) Title fly (c) Title page (d) Letter of transmittal (e) Abstract.
< Answer >
34.
When businesspeople speak of reports, they are, in general, thinking of written, factual accountsthat objectively communicate information about some aspect of the business. The reports whichcontribute to management control are termed as
(a) Cross report (b) Informal report (c) Proposal report
(d) Vertical report (e) Horizontal report.
< Answer >
35.
Visual aids will definitely help to present the information more attractively. Choosing the propervisual aids is very important. If you want to show change across time both by subdivisions andtotal quantity, you can use
(a) Bilateral bar charts
(b) Line charts with multiple series
(c) A pie chart or pictogram
(d) Either a subdivided bar chart or a component-part line chart
(e) Multiple-bar charts.
< Answer >
36.
Your boss has been telling the staff that he would welcome suggestions about how to improve theorganization. You take him at his word and meet him to discuss some of your ideas with him. Asyou begin to outline the changes you propose, he fixes you withan icy stare and folds his arms across his chest; as you go on, the frown on his face gathers intensity. When you finish, he gets upabruptly and says, with barely suppressed menace in his voice, “Thank you very much. Your ideasare priceless.” Nonverbal communication differs from verbal communication because it
(a) Is less reliable
(b) Is composed of words and grammar
(c) Has few rules and often occurs unconsciously
(d) Conveys less meaning than words
(e) Is given least importance in communication.
< Answer >
37.
An emphasis given to one or more words in a sentence is considered to be which of the followingcharacteristics of voice qualities?
(a) Volume (b) Pitch (c) Stress (d) Tone of voice (e) Attribution.
< Answer >
38.
The introduction to an essay often determines whether the reader continues to read the essay or decides to slip it into the nearest trash can. How you introduce your ideas depends on the audienceyour are writing for and the type of essay you are writing. Broadly, an introduction should
I. Capture the reader’s attention II. Present the thesis statement
III. Hint at how the writing is organized IV. Present the writer’s qualifications
(a) Both (I) and (II) above (b) Both (II) and (III) above
(c) Both (III) and (IV) above (d) Both (I) and (IV) above
(e) (I), (II) and (III) above.
< Answer >
39.
Writing the message often aims at diverse audience .Which of the following should be consideredwhile writing a message to diverse audience?
(a) Write to the least educated readers
(b) Write to the highest level educated readers
(c) Write to the middle-level educated readers
(d) Write several different messages - one for each level reader
(e) Write the message keeping in view your educational level.
< Answer >
40.
Most managers agree that “active listening” is the most crucial skill for becoming a successfulmanager. You can become a better listener by controllingdistractions, 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.
< Answer >
41.
An interview is a goal-oriented, interpersonal communication between an interviewer and arespondent. Which of the following interviews seek to induce somebody to adopt a new idea, product, or service?
< Answer >
(a) Situational (b) Complimentary (c) Counseling (d) Persuasive (e) Traditional.
42.
Visual aids will definitely help to present the information more attractively. Choosing the proper
< Answer >visual aids is very important. The multi-range bar chart is also called
I. Multiple range bar chart II. Comparative bar chart III. Cluster bar chart
(a) Only (I) above (b) Only (III) above
(c) Both (I) and (II) above (d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
43.
Imagine you are an HR manager in a medium sized firm, which recently put out an advertisementfor sales representatives. The company needs three people. You get nearly 500 application letters. After all, it is the appearance that makes the first impression. Which of the following is the efficien
t format in letter writing?
(a) Modified block (b) Block (c) Hanging block form
(d) Complete block form (e) Simplified block. < Answer >
44.
You are graduating from a business school in another month and entering the job market. Youreducation has equipped you with a set of resources -qualifications and skills. Now you have to prepare a resume to sell yourself. Which of the following statements is nottrue regarding the resume?
< Answer >
(a) In a chronological resume, the "Work Experience" section dominates and is placed in the most prominent slot
(b) The chronological approach emphasizes a list of skills and accomplishments
(c) One of the advantages to a functional resume is that employers can see what you can do for them
(d) The chronological approach is the most common way to organize a resume
(e) In a combination chronological and functional resume, education and experience are sequenced in chronological order, while other entries are listed under separate headings that emphasize skills that are of special relevance to the job in question.
45.
You are writing a business message to a customer regarding the benefits of a to-be introduced and a
bit costlier product. You have to include evidences supporting the claims you have made regarding the utility of the product. The evidence should be
(a) As abstract as possible (b) Minimal if your subject is complex or unfamiliar
(c) Enough to be convincing but not so much that it's boring
(d) As lengthy as possible (e) The most important component of the message. < Answer >
46.
Recently you have received an order from one of your old clients. His previous record suggests that
< Answer >he delays payments, hence, you do not want to supply goods to him. Which of the following phrases should not be used in the close of the letter refusing your old client’s order?
I. “Enclosed the list of latest products”.
II. “I trust our decision is satisfactory”.
III. “If you have further questions, please write”.
IV. “We hope you will continue to do business with us”.
(a) Only (I) above (b) Only (I) and (II) above
(c) Only (I) and (III) above (d) (I),(III) and (IV) above
(e) (II), (III) and (IV) above.
47.
Understanding the audience is often a more challenging task. It requires the cultivation of a “you”or “reader oriented” attitude. Understanding audience and making the message acceptable to them is very important in making the communication successful. The first step in adapting your message to the reader is
< Answer >
(a) Researching the situation about which the reader wants to know
(b) Forming a mental picture of what the reader is like
(c) Outlining the logical developments of the message
(d) Deciding on the company goal to be served
(e) Deciding what kind of vocabulary to use.
48.
Recently, you have received a letter from one of yourcustomers stating that they have developed a
problem in the product you have supplied and they have spent some amount for repairs. Their claim is that product is still in guarantee period hence, you should reimburse the amount spent on repairs. But your investigation revealed that the problem is due to the mishandling of the product by the customer. The best way to respond to the customer is
(a) Refuse the claim without any explanation
(b) Refuse the claim and point out the customer's mistake
(c) Honor the claim but do so resentfully
(d) Honor the claim but tactfully point out that your firm was not at fault
(e) Warn the customer against making claims. < Answer >
49.
Channels are the means used to convey the message. To physically transmit your message youselect a communication channel and a medium. The medium could be telephone, computer, fax, letter, memo, face-to-face, etc. Companies that use intranets
< Answer >
(a) Are engaging in e-commerce with their customers
(b) Facilitate communication among employees within a company
(c) Are behind the times technologically
(d) Facilitate communication between employees and the society
(e) Are engaging in communication with the government.
50.
Writers use punctuation marks to help readers extract meaning from a sentence, in much the sameway that readers use pauses and voice inflection. In which of these cases is a “comma” not used?
< Answer >
(a) Between coordinate clause joined by but, for
(b) Between hours and minutes to express them in figures
(c) After dependent clauses
(d) Between words in a series
(e) After participle phrases.
51.
Communication among the members of a group leads to group decisions. If these decisions are to beeffective, a group’s members must be able to communicate freely and openly with all the othe
r members of the group. If communication fails that may lead to conflict. When dealing with dysfunctional group members, the team leader should
(a) Lay down rules in an opening statement
(b) Stare at them until they are quiet
(c) Eject them from the meeting
(d) Place the unruly members at the end of the table or across from the leader
(e) Not invite them to the next meeting. < Answer >
52.
Effective communication is not just about talking and listening. In an organization it is largely aboutbuilding team-oriented relationships marked by co-operation, honesty and mutual respect. In today’s
business world the success of an organization to a great extent depends on which of the following skills of the workforce to establish a positive work environment?
(a) Risk-taking abilities (b) Interpersonal skills (c) Gregariousness
(d) Cleverness (e) Intelligence. < Answer >
53.
When we hear, we only perceive sounds, but when we listen, this hearing is accompanied by adeliberate and purposeful act of the mind. To listen means to get meaning from what is heard. One may hear the words another
person utters, without really understanding them. Emotionally charged words or messages can interfere with listening because
(a) They put the speaker in a bad light
(b) They may insult the listener
(c) They cause the listener to focus on the emotion
(d) They cause the listener to focus on the message
(e) They are powerful stimulators to listen effectively. < Answer >
54.
People listen for various purposes. Sometimes they listen because they enjoy what they arelistening. Depending on the purpose, a listener adopts various approaches. In one of the listening approaches, it entails supportive behavior that tells the speaker, “I understand. Please go on.” This approach is called
< Answer >
(a) Content listening (b) Critical listening (c) Empathic or active listening
(d) Sustained listening (e) Passive listening.
55.
We all know that a sentence can broadly be divided into two parts. In a sentence, the __________makes an assertion about or describes an action involving the subject
< Answer >
(a) Noun (b) Predicate (c) Object (d) Verb (e) Adjunct.
56.
Which of the following statements is not true?
(a) Teams can help organizations succeed by increasing information and knowledge, diversity of views, acceptance of solutions, and performance levels
(b) Groupthink contributes to good decision making by members of teams
(c) The key to conducting productive meetings is carefully planning the purpose, participants, location, and agenda of the meeting
(d) A good meeting is not a series of dialogues between individual members and the meeting leader
(e) People's minds tend to wander because they can think faster than they can speak.
< Answer >
57.
Nonverbal communication signals can completely alter the message that you communicate. Inresponse to an idea Murty states during a meeting, Mohan makes a "thumbs up" gesture. Mohan's action functions to
< Answer >
(a) Control and regulate the communication taking place
(b) Contradict Murty's expressed idea
(c) Substitute for saying "I like your idea"
(d) Indicate that the idea is offensive
(e) Restrict the communication.
58.
When you are offering suggestions to improve the existing system of performance appraisal, you
have observed the following expressions on your boss’s face. The upper lip is raised, while lower lip is lowered, the nose is wrinkled, the lower eyelids are pushed up, and the eyebrow is lowered. What your boss is trying to convey?
(a) Sadness (b) Fear (c) Disgust (d) Happiness (e) Surprise. < Answer >
59.
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 in the 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 these 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 (II) and (III) above
(e) Both (I) and (III) above. < Answer >
60.
Which of the following statements is not true?
(a) Smiling while talking on the telephone has no impact on how one may sound
(b) Body language, facial expressions, and vocal characteristics are easier to control than words
(c) Eye contact is so important in face to face communication that averting one's gaze can lead an audience to find negative meaning even in a message with positive wording
(d) In business communication, physical gestures can reinforce words
(e) We need to work at developing effective listening skills for success in business.
< Answer >
61.
People often put an invisible boundary between themselves and others. Which of the following isthe distance one wants between oneself and other people in ordinary, non-intimate interchanges?
< Answer >
(a) Personal boundaries (b) Spatial arrangement (c) Personal space
(d) Feature space (e) Official space.
62.
Various attention-getting techniques have been successful in convincing recipients to put aside what
< Answer >ever they are doing and considering an unsolicited letter.
I want to start my message with attention-getter 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.
63.
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
< Answer >
(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.
64.
Conflicts are inevitable, even most amicable people get upset at times. For the better running of
< Answer >organization conflicts should be resolved amicably. While resolving conflicts you have to go through various phases. In the last phase you have to
(a) Check to see that everyone’s information is correct
(b) Make sure the people involved really disagree
(c) Discover the needs each person is trying to meet
(d) Repair bad feelings
(e) Talk to the conflicting parties.
65.
“To be well prepared, you must know exactlyhow much you are willing to concede or compromiseon each factor. You must also have ready all the arguments you may need to justify your point o
f view.” Which of the following elements of negotiation does this come under?
(a) Conduct (b) Understand the people involved
(c) Know your objectives (d) Know the rules and regulations
(e) Know yourself. < Answer >
66.
An interview is a goal-oriented, interpersonal communication between an interviewer and arespondent. In which of the following interviews does the interviewer control the interview by asking a series of questions in a set order?
< Answer >
(a) Pre-employment testing (b) Handwriting analysis (c) A structured interview
(d) An open-ended interview (e) A directive interview.
67.
Which of the following key topics should be covered in an effective meeting agenda?
I. Welcome/Introduction II. Apologies for absence
III. Minutes of the last meeting IV. Date of next meeting
(a) Only (I) above (b) Both (I) and (III) above
(c) (I), (III) and (IV) above (d) (II), (III) and (IV) above
(e) All (I), (II), (III) and (IV) above.
< Answer >
68.
The success of a meeting depends on the ability of each individual member of a group tocommunicate with the rest of the group as a whole. When conducting a meeting
< Answer >
(a) If some people are too quiet, leave them alone; they probably have nothing to contribute
(b) If some people dominate the conversation, let them do so, since they are probably the most knowledgeable attendees
(c) Try to simply act as an observer, and let the meeting "run itself"
(d) Don’t let anyone speak for more time than they are supposed to
(e) None of the above.
69.
To communicate your purpose effectively, you need to understand the audience. Which of thefollowing questions is least likely to help you analyze your audience?
< Answer >
(a) What channel is most cost efficient?
(b) How will the reader use the document?
(c) What will the reader’s initial reaction be to the message?
(d) How much information does your reader need?
(e) What is the educational level of your audience?
70.
Recent studies that focus on the workplace show that, on an average, personnel at all levels spendabout 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 fo
r preparing advertisements for Hanuman Ltd. That day he was giving a presentation in front of 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. < Answer >
71.
While writing a business message, proper care should be exercised. We should not humiliateanybody, we should not offend anybody, otherwise we have to face legal complications. Which o
f the following sentences would be least likely to offend a member of a minority group?
(a) Mona will represent the Christian members (b) For a Baptist she is broad-minded
(c) He was an honest Italian (d) We hired a hard-working black man
(e) Jack is an intelligent Irishman. < Answer >
72.
Which of the following statements is not true with regard to persuasive messages?
(a) Persuasive messages aim to influence audiences who are inclined to resist or ignore the message
(b) The persuasive techniques acceptable in one culture may not be acceptable in another culture
(c) While writing persuasive messages, we must maintain the highest standard of business ethics and follow both the letter and the spirit of law
(d) Only emotional appeals are needed for persuasive messages
(e) Induction and deduction are methods of reasoning that can be used to gather evidence for persuasive messages.
< Answer >
73.
Conflicts are inevitable. Even the most amicable people get upset at times. Disagreements arisebecause individuals see, hear, and interpret things differently. Which of the following is not a self-oriented role?
< Answer >
(a) Diverting (b) Attention seeking (c) Controlling
(d) Withdrawing (e) Harmonizing.
74.
When conflicts focus on faultfinding and fixing blame, they can cause frustration and stress.However, a great deal depends on how the conflict is handled. Which of the following steps in conflict resolution should be implemented first?
< Answer >
(a) Check to see that everyone’s information is correct
(b) Make sure the people involved really disagree
(c) Discover the needs each person is trying to meet
(d) Repair bad feelings
(e) Solve the problem.
75.
Interview is primarily undertaken to accomplish a specific purpose, perhaps to obtain or provideinformation, to solve a problem, or to persuade someone to undertake some action. The style an
d structure of an interview depend on its purpose and on the relationship between the two parties involved. Which of the following kinds of interview has the most chance of being led into rambling conversation?
(a) Group interview (b) Stress interview (c) Open-ended interview
(d) Situational interview (e) Problem-solving interview. < Answer >
76.
Groups form to accomplish some objective. The objective may be to complete some kind of task or
< Answer >it may be to strengthen interpersonal relationships between the group members. 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 of the group (b) Leadership (c) Perception and self-concept
(d) Longevity (e) Status.
77.
The success of a meeting depends on the ability of each individual member of a group tocommunicate with the rest of the group as a whole. The best way to handle an emotional reaction in a business setting is to
< Answer >
(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.
78.
Communication among the members of a groupleads to group decisions. If these decisions are to beeffective, a group’s members must be able to communicate freely and openly with all the othe
r members of the group. If communication fails that may lead to conflict. What should the leader of a meeting do if a discussion lags?
(a) Call on those who have not been heard
(b) Introduce topics that are not on the meeting agenda
(c) End the meeting
(d) Ask the more talkative people to contribute more to the discussion
(e) Have some fun. < Answer >
79.
Padmini was asked to prepare a six minute speech to inform, for presenting before her sociologyclass the following week. She followed carefully the advice she had been given on preparing speech content. She analyzed the audience, 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 Padmini did not take care of?
< Answer >
(a) She did not put enough effort on putting attractive language
(b) She did not align her nonverbal communication
(c) She did not meet the emotional needs of the audience
(d) She did not analyze the audience properly
(e) She had an arrogant attitude.
80.
A solicited application letter usually opens
(a) By mentioning the name of a person known to and highly respected by the reader
(b) By showing how your work skills could benefit the organization
(c) By describing your understanding of the job's requirements and telling how your qualifications fit the job
(d) By identifying the publication in which the ad ran and describing what you have to offer
(e) By listing the qualifications in detail.
< Answer >
81.
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. The following sentence “Keep your part of the agreement.” “Send your check today”, is used in which of the stages of the collection series?
(a) Reminder (b) Appeal (c) Repeal (d) Inquiry (e) Urgency. < Answer >
82.
A claim letter is a request for an adjustment. When writers ask for something to which they think
< Answer >they are entitled (such as a refund, replacement, exchange, or payment for damages), the letter is called the claim letter. What kind of communication channel is better for making a claim?
(a) A phone call (b) A personal visit to the organization to which you are making the claim
(c) An e-mail (d) A letter (e) A fax.
83
Which of the following communication strategy would be best for a message to your employeesannouncing an extra paid holiday?
< Answer >
(a) Direct with reasons for the decision (b) Direct
(c) Indirect with reasons for the decision (d) Indirect (e) Graphical.
84.
When a topic is divided into parts, one part will be recognized as a central idea and the others asminor ideas. The process of identifying these ideas and arranging them in the right sequence is known as outlining or organizing. The concept of “everything in the paragraph belonging togethe
r because every part concerns every other part” is referred to as
(a) Repetition (b) Unity (c) Adaptation
(d) Rhetorical phrases (e) Roundabout construction. < Answer >
85.
Business correspondence is one of the most common forms of communication. So common thatpeople often neglect to write letters carefully, and as a result, inadvertently antagonize customers, business partners, and potential clients. How can one write an “effective” business letter?
< Answer >
(a) By conveying the subject to the intended audience in most concise way
(b) By conveying the subject to the intended audience in most emotional way
(c) By conveying the subject to the intended audience in such a way that the writer’s purpose is achieved
(d) By conveying the subject to the intended audience in a most economical way
(e) By using an attractive material.
86.
Readers find ideas more interesting and appealing if they are expressed from the reader’s point of
< Answer >view. A letter reflecting a “you” attitude indicates sincere concern for the reader’s needs and interests. Which of the following questions does not concentrate on cultivating you attitude?
(a) Does the message address the reader’s major needs and concerns?
(b) Is the information stated as truthfully and ethically as possible?
(c) Will the sender perceive the ideas to be fair and logical?
(d) Are the ideas expressed clearly and concisely?
(e) Would the reader feel this message is reader-centered?.
87.
When we hear, we only perceive sounds, but when we listen, this hearing is accompanied by adeliberate and purposeful act of the mind. While listening, if we think, we must defend our position; we already know what others have to say and how we arecoming through? Which of the following barriers are we encountering?
< Answer >
(a) Selective perception (b) Prejudice (c) Preoccupation (d) Stereotyping
(e) Egocentrism.
88.
Communication is the process of transferring meanings. It is essential for the functioning of anorganization. Communication in the organization is divided into three types, upward, down ward and horizontal. Formal methods for channeling information upward include
< Answer >
I. Group meetings
II. Interviews with employees who are leaving the company
III. Formal procedures for resolving grievances
IV. Management by Wandering Around
(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.
89.
“The top staff in the organization may think that they always inform their subordinates in advanceabout change, but only about half their subordinates may agree that their bosses communicate in advance about change.” Which of the following best describes the difference?
< Answer >
(a) Perception (b) Empathy (c) Grapevine (d) Vertical information flow
(e) Horizontal information flow.
90.
When business people speak of reports, they are, in general, thinking of written, factual accounts thatobjectively communicate information about some aspect of the business. Which of the following will not give the readers a sense of the overall structure of a report?
< Answer >
I. The opening II. Headings and lists
III. Transitions IV. The final outline
(a) Only (I) above (b) Only (II) above (c) Only (IV) above
(d) (I), (II) and (III) above (e) All (I), (II), (III) and (IV) above.
91.
Letter writing does not involve magic, you just have to think about it. Business correspondence isone of the most common forms of communication. It is so common that people often neglect to write letters carefully, and, as a result, inadvertently antagonize customers, business partners, and
potential clients. In order to write an effective business letter, all the parts of the letter must be put in proper places. The salutation is ________ that precedes the body of the letter
(a) An announcement (b) A statement (c) A greeting
(d) An invitation (e) A statement of purpose. < Answer >
92.
Which of the following statements are false?
I. Resumes should be modified to match the interests of different target employers.
II. Work experience is the strongest selling point in a resume at all times.
III. The chronological resume is not suitable for showing growth and career progression.
IV. An electronic resume differs from a traditional resume in some significant ways. While traditional resumes use action verbs, electronic resumes use nouns.
(a) Both (I) and (II) above (b) Both (II) and (III) above
(c) Both (II) and (IV) above (d) Both (I) and (IV) above
(e) Both (III) and (IV) above.
< Answer >
93.
You are graduating from business school in another month and entering the job market. Youreducation has equipped you with a set of resources - qualifications, skills –that you now have to sell to prospective employers. What additional section would improve the effectiveness of a scannable resume?
< Answer >
(a) An application letter should be made a part of a scannable resume, so the letter can be in the database too
(b) A detailed "References" section to enable the employer to check out your references before calling you for an interview
(c) A "Keyword Summary" section
(d) A "Keyword Summary" section in a box
(e) Special interests.
94.
Different messages will have different objectives. Depending on the objectives, many things liketone of the letter, language of the letter etc., will change. What is your goal when you write a letter of recommendation?
< Answer >
(a) Nothing, because the letter is written for someone else
(b) To make some general comments about the person you are writing about so that you don't have to go into any details about his work
(c) To convince readers that the person you are recommending has the qualities necessary for the relevant position or benefit
(d) To convince the reader that you are a person in an important position
(e) To underscore your relationship with the person being recommended.
95.
Which of the following is not a common fault responsible for most of the organizational problems inbusiness messages?
< Answer >
(a) The writer includes irrelevant material
(b) The writer gets to the point very soon
(c) The writer presents ideas in illogical order
(d) The writer leaves out necessary information
(e) The writer gives an unnecessarily long introduction of himself or herself.
96.
Without empathy for the audience’s feelings, it is hard to gain their cooperation or persuade them toaccept tough decisions. So, before composing a letter containing unpleasant news, always as
k yourself, “if I were the receiver of the message I am about to transmit, how would I react?” Which of the following is a part of a negative message?
(a) Praise (b) Reasons (c) Evaluations (d) Solution (e) Congratulations. < Answer >
97.
Readers find ideas more interesting and appealing if they are expressed from the reader’s point of
< Answer >view. Writing from the you-viewpoint means
(a) Using only the pronouns ‘you’ and ‘your’
(b) Telling customers/readers what they want to hear
(c) Making the reader feel the writer really cares by using personal pronouns such as I, we and us
(d) Choosing words skillfully to stress the writer's (and the company's) point of view
(e) Viewing the situation from the reader's point of view rather than the writer's.
98.
The channel is the means to convey the message. To physically transmit your message you select acommunication channel and medium. Which of the following demonstrates use of an inappropriate communication channel?
< Answer >
(a) Janine prepares a long memo to explain a complicated new procedure to employees in her unit
(b) A supervisor sends an e-mail message to all employees announcing a company picnic
(c) A manager sends an e-mail message to an employee telling the employee he or she is being fired
(d) The lead operator on the assembly line orally lets his boss know about an equipment problem
(e) Mona invites one of her subordinates to congratulate him regarding his promotion.
99.
Feedback is the receiver’s response to a message; it can take a number of verbal and nonverbalforms. Which of the following is not one of the examples of nonverbal feedback?
< Answer >
(a) Nodding one’s head (b) Shrugging (c) Smiling
(d) Using complex words (e) Rolling one’s eyes.
100.
According to studies, average listening efficiency rate is only 25%. Immediately after a ten-minute
presentation, a normal listener can recall only 50% of the information conveyed. Which of the following solutions cannot ensure effective listening?
(a) Thinking from speakers’ point of view (b) Adjusting the delivery
(c) Utilizing the feedback (d) Knowing the purpose
(e) Ensuring clarity. < Answer >
Suggested Answers Business Communication (MB121): April 2005
1.
Answer : (c)
Reason : Polarization is breaking up into opposing groups. An argument over positions in a Negotiation leads to Polarization. Hence, option (c) is correct.
< TOP >
2.
Answer : (c)
Reason : In the given case disciplinary interviews are used. Hence, option (c) is correct.
< TOP >
3.
Answer: (b)
Reason: The sessions are termed as brainstorming sessions. Hence, option (b) is correct.
< TOP >
4.
Answer : (c)
Reason : A team can be formed even with a minimum of two people. Hence, option (c) is correct.
< TOP >
5.
Answer : (b)
Reason : The motivated sequence pattern is only used for persuasive speeches. Any of the other three patterns can be used in the speech to inform, depending on the nature of the topic. The purpose of a speech to inform is to convey the matter clearly. Any pattern that allows the speaker to do so is suitable. Hence, option (b) is correct
< TOP >
6.
Answer : (d)
Reason : In the reinforcement stage of group decision making, group members endorse their final decision by using supportive verbal and nonverbal communication. Hence, option (d) is correct.
< TOP >
7.
Answer : (c)
Reason : “Rather than giving your listeners an overview of a long oral message, let them grasp the content as you deliver the message”. Does not satisfy the practical needs of the audience. You should try to be brief and keep it simple. Hence, option (c) is correct
< TOP >
8.
Answer : (b)
Reason : Increased involvement of all team members is the positive outcome. Hence, option (b) is correct.
< TOP >
9.
Answer : (c)
Reason : Updating your skills and experience by taking new training and assignments will increase your value to potential employers. Hence, option (c) is correct.
< TOP >
10.
Answer : (c )
Reason :. By politely pointing out that he had said something else or unobtrusively repeating an earlier remark respondent can set the things straight. Hence, option (c) is correct.
< TOP >
11.
Answer : (b)
Reason : The example is described by the vocal characteristics, a component of paralanguage.
< TOP >
12.
Answer : (a)
Reason : The problem is the starting point to write a report and it leads to finding a solution.
< TOP >
13.
Answer : (c)
Reason : A well-organized message will not always ensure that the audience will agree with the message. All other options given are benefits of well-organized message.
< TOP >
14.
Answer : (d)
Reason :. It is wrong on the part of the sender to assume that he knows how the readers feel it may make the client feel bad and irritated.
< TOP >
15.
Answer : (a)
Reason : Since buffer is a neutral statement the first sentence “Thank you very much for the interest you have shown in our program” as an opening sentence for a letter refusing a candidate’s admission for management program is called a buffer.
< TOP >
16.
Answer : (a)
Reason : When you are criticizing or correcting an individual, it is best to focus on what the person can do to improve.
< TOP >
17.
Answer : (b)
Reason : It may be unethical to omit negative information from a recommendation if the information is true and relevant.
< TOP >
18.
Answer : (d)
Reason : In order to stimulate our audience's interest and desire to respond positively to our persuasive claim request, we should appeal to their sense of goodwill and give them some positive reasons to grant our claim
< TOP >
19.
Answer : (b)
Reason : Stating that you’re applying for the job is the first step in organizing a solicited job application letter.
< TOP >
20.
Answer : (b)
Reason : A salutation is not a standard part of memo. A memo has the standard parts like, subject, body, name of the recipient and date.
< TOP >
21.
Answer : (d)
Reason : Some executives are wary of informal communication channels, possibly because they fear a loss of their control over the flow of information.
< TOP >
22.
Answer : (a)
Reason : In the closing section of the application letter your primary task is to ask the reader for a specific action. In the middle section of the application letter you discuss your qualifications for the job; it will be the longest one. The opening of your application letter will probably make or break the letter i.e., it will decide whether the reader will respond favorably to the request of an interview or not.
< TOP >
23.
Answer : (d)
Reason : A good memo sticks to a single topic.
< TOP >
24.
Answer : (b)
Reason : When listening to your superior on the job show your interest by leaning forward.
< TOP >
25.
Answer : (d)
Reason : Tone of voice refers to the rising or falling inflection that tells you whether a group of words is a question or a statement, whether the speaker is uncertain of confident, or whether a statement is sarcastic or sincere.
< TOP >
26.
Answer : (d)
Reason : The explanation signifies message overload, an environmental barrier. Hence, option (d) is correct.
< TOP >
27.
Answer : (b)
Reason : Integrative listening not one of the types of listening. Hence, option (b) is correct.
< TOP >
28.
Answer : (c)
Reason : Reports for implementing policies and explaining procedures are informational reports proposals and problem-solving reports are analytical reports.
< TOP >
29.
Answer : (b)
Reason : First sentence sounds judgmental and evokes defensive reaction and second sentence is descriptive. Hence, option (b) is correct.
< TOP >
30.
Answer : (d)
Reason : Two punctuation styles are customarily used in business letters: open and mixed. Standard or mixed punctuation, the traditional style, uses a colon after the salutation and a comma after the complimentary close.
< TOP >
31.
Answer : (c)
Reason : Title page does not contain the information about the group or individual for whom the report is intended.
< TOP >
32.
Answer : (b)
Reason : Since speakers talk at a rate three times slower than most people listen, the speaker should be as active as possible to keep the listener's attention. Hence, option (b) is correct.
< TOP >
33.
Answer : (d)
Reason : An acknowledgment of any assistance you received in preparing the material will be placed on the letter of transmittal.
< TOP >
34.
Answer : (d)
Reason : The reports that move upward or downward the hierarchy are referred to as vertical reports such reports contribute to management control. Hence, option (d) is correct.
< TOP >
35.
Answer : (b)
Reason : Line charts with multiple series will be best suited.
< TOP >
36.
Answer : (c)
Reason : It has few rules and often occurs unconsciously. Nonverbal cues can account for as much as 93 percent of the emotional meaning that is exchanged in any interaction.
< TOP >
37.
Answer : (c)
Reason : stress is the correct answer.
< TOP >
38.
Answer : (e)
Reason : The introduction should capture the reader’s attention, present the thesis statement and hint at how the writing is organized. Hence, option (e) is correct.
< TOP >
39.
Answer: (a)
Reason: When you are writing to a diverse audience you should write to the least educated readers
< TOP >
40.
Answer : (a)
Reason : You can become a better listener by controlling distractions, becoming actively involved, identifying important facts, and separating facts from opinions. Hence, option (a) is correct.
< TOP >
41.
Answer : (d )
Reason : The interviews, which seek to induce somebody to adopt a new idea, product, or service is persuasive interview. Hence, option (d) is correct.
< TOP >
42.
Answer : (e)
Reason : The multi-range bar chart is also called multiple range bar chart, comparative bar chart and cluster bar chart
< TOP >
43.
Answer : (e)
Reason : Simplified block is the efficient format in letter writing.
< TOP >
44.
Answer : (b)
Reason : The chronological approach does not emphasize the skills and accomplishments. All the other statements are true.
< TOP >
45.
Answer : (c)
Reason : The specific evidence included in a business message should be enough to be convincing but not so much that it's boring.
< TOP >
46.
Answer : (e)
Reason Avoid all these phrases since they should not be used, as, these statements are expressing doubt about he continuance of relations.
< TOP >
47.
Answer : (b)
Reason : The first step in adapting your message to the reader is forming a mental picture of what the reader is like.
< TOP >
48.
Answer : (d)
Reason : If a customer requesting an adjustment is at fault for the problem, the best response is to honor the claim but tactfully point out that your firm was not at fault.
< TOP >
49.
Answer : (b)
Reason : Intranet is meant to facilitate communication among employees within a company.
< TOP >
50.
Answer : (b)
Reason : A common shouldn’t be used between hours and minutes to express them in figures.
< TOP >
51.
Answer : (a)
Reason : When dealing with dysfunctional group members, the team leader should lay down rules in an opening statement. Hence option (a) is correct.
< TOP >
52.
Answer : (b)
Reason : Interpersonal skills are important for success in the organizational environment and for creating positive working environment. Hence, option (b) is correct.
< TOP >
53.
Answer : (c)
Reason : Emotionally charged words or messages can interfere with listening because they cause the listener to focus on the emotion. Hence, option (c) is correct.
< TOP >
54.
Answer : (c)
Reason : In empathic listening, the individual listens mainly to understand the speaker's needs and wants. Hence, option (c) is correct.
< TOP >
55.
Answer : (b)
Reason : A sentence consists of a subject and a predicate. The correct answer therefore is predicate. A noun is simply a naming word. An object is the receiver of the action. A verb is an action word. An adjunct is a supporting word. All these are aspects of subject and predicate. Hence, option (b) is correct.
< TOP >
56.
Answer : (b)
Reason : Rather than contributing to good decision-making, groupthink (the willingness of individuals to put aside their opinions and follow others blindly) can actually lead to poor decision-making. Resorting to groupthink will reduce the analytical abilities of the individual members of the team and decisions may be taken without judging their merit.
< TOP >
57.
Answer : (c)
Reason : In response to an idea Murty states during a meeting, Mohan makes a "thumbs up" gesture. Murty's action functions to substitute for saying "I like your idea"
< TOP >
58.
Answer : (c)
Reason : Boss is trying to convey his disgust
< TOP >
59.
Answer : ( b)
Reason : To show correlations, all of the given graphs/charts can be used except pie chart.
< TOP >
60.
Answer : (b)
Reason : Body language, facial expressions, and vocal characteristics tend to follow the dictates of our true feelings, and are harder to control, while words are easier to control and can be crafted according to our needs.
< TOP >
61.
Answer : (c)
Reason : Personal space is the distance one wants between oneself and other people in ordinary, non-intimate interchanges.
< TOP >
62.
Answer : (c)
Reason: It is a bad attention-getter because answer to this question Is always “yes.” Hence, there is no need to ask this question
< TOP >
63.
Answer : (c)
Reason : In critical listening, the individual listens mainly to evaluate the logic and validity of the message. Hence, option (c) is correct.
< TOP >
64.
Answer : (d)
Reason : The last step in conflict resolution is to repair bad feelings. Hence, option (d) is correct.
< TOP >
65.
Answer : (c)
Reason : Success in negotiation, like other things in life, does not just happen. A good deal of preparation is necessary to ensure that your endeavors are successful. To be well prepared it is necessary to know how much we are willing concede or compromise on each factor, this preparation for negotiation comes under knowing your objectives. Hence, option (c) is correct.
< TOP >
66.
Answer : (c)
Reason : In a structured interview the interviewer controls the interview by asking a series of questions in a set order. Hence, option (c) is correct.
< TOP >
67.
Answer : (e)
Reason : All the given points are covered in the meeting. Hence, option (e) is correct.
< TOP >
68.
Answer : (e)
Reason : None of the options given is the right thing to do when conducting a meeting. Hence, option (e) is correct.
< TOP >
69.
Answer : (a)
Reason : Cost efficiency of channels is not likely to help in audience analysis. Hence, option (a) is correct.
< TOP >
70.
Answer : (d)
Reason : Murthy is in the evaluation stage of the communication process. Hence, option (d) is correct.
< TOP >
71.
Answer : (a)
Reason : Mona will represent the Christian members is the only statement, which has less probability of hurting the minority groups. Hence, option (a) is correct.
< TOP >
72.
Answer : (d)
Reason : Both emotional and logical appeals are needed for persuasive messages
< TOP >
73.
Answer : (e)
Reason : Harmonize is to be in harmony and work in consonance or accord. Harmonizing is not a self-oriented role; it is group maintenance role. Hence, option (e) is correct.
< TOP >
74.
Answer : (b)
Reason : The first step in conflict resolution is to make sure the people involved really disagree. Hence, option (b) is correct.
< TOP >
75.
Answer : (c)
Reason : An open-ended interview has the most chance of getting into a rambling conversation. Hence, option (c) is correct.
< TOP >
76.
Answer : (b)
Reason : The factors comes under leadership, one of the factors in group communication. Hence, option (b) is correct.
< TOP >
77.
Answer : (c)
Reason : Express understanding is the best way to handle an emotional reaction in a business setting. Hence, option (c) is correct.
< TOP >
78.
Answer : (a)
Reason : The more talkative people do not need to be asked to talk. They would probably have given their input already. But calling on those who have not yet spoken may bring in new ideas and raise new points on the issues being discussed. Hence, option (a) is correct.
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79.
Answer : (b )
Reason : Padmini did not align her nonverbal communication properly. Hence, she was not able to convince the audience.
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80.
Answer : (d)
Reason : A solicited application letter usually opens by identifying the publication in which the ad ran and describing what you have to offer
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81.
Answer : (b)
Reason : Such statements are made in the appeal stage. They appeal to the debtor’s sense of fair play, cooperation and honesty.
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82.
Answer : (d)
Reason : A letter creates the most formal documentation of your claim.
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83.
Answer : (b)
Reason : Since it is a good news it is advisable to use the direct approach.
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84.
Answer : (b)
Reason : The concept of "everything in the paragraph belonging together because every part concerns every other part" is referred to as Unity.
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85.
Answer : (c)
Reason : By conveying the subject to the intended audience in such a way that the writer’s purpose is achieved , you can write an effective business letter.
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86.
Answer : (c)
Reason : Except, will the sender perceive the ideas to be fair and logical? All other are the relevant questions.
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87.
Answer : (e)
Reason : We are encountering the barrier called egocentrism.
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88.
Answer : (d)
Reason : Group meetings, interviews with employees who are leaving the company, and formal procedures for resolving grievances are all examples of formal methods for channeling information upward in an organization.
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89.
Answer : (a )
Reason : The difference is best described by perception.
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90.
Answer : (c)
Reason : The final outline will not give the readers a sense of the overall structure of a report
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91.
Answer : (c)
Reason : The salutation refers to phrases like “Dear sir,” “Dear madam” etc. The salutation is thus a greeting. The salutation does not announce or make a statement, nor does it invite anyone. It is not a statement of purpose either. A subject line can be used to state the purpose.
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92.
Answer : (b)
Reason : The statements (II) and (III) are false.
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93.
Answer : (c)
Reason : A "Keyword Summary" section listing words and phrases that define your skills and qualifications would increase the résumé's chances of being matched with employers who are searching for those qualities.
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94.
Answer : (c)
Reason : When you write a letter of recommendation, you want to convince readers that the person you are recommending has the qualities necessary for the relevant position or benefit.
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95.
Answer : (b)
Reason : The writer getting to the point soon, more often than not, facilitates effective communication. All the other options given will result in ineffective business messages.
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96.
Answer : (b)
Reason : To avoid the consequences of negative message the communicator should give the reasons before conveying the bad news.
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97.
Answer : (e)
Reason : Writing from the you-viewpoint means Viewing the situation from the reader's point of view rather than the writer's.
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98.
Answer : (c)
Reason : Sending an email message to tell the person that he is fired is an example of inappropriate use of the channel
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99.
Answer : (d)
Reason : Using complex words is not one of the examples of nonverbal feedback. Hence, option (d) is correct.
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100.
Answer : (a)
Reason : Speakers can try empathizing (not thinking from speaker’s point of view), adjust the delivery, utilize the feedback, be clear and be interesting to ensure effective listening.
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