Business Communication (MB121): January 2005

Business Communication (MB121): January 2005

• Answer all questions.
• Each question carries one mark.
1. A skillful manager will attempt to say “no” in such a way that the reader supports the decision and is
willing to maintain and continue a positive relationship with the company. What kind of a closing
should a bad-news message use?
(a) A cordial closing
(b) An apologetic closing
(c) An indifferent closing
(d) A negative closing that matches with the bad-news content of the message
(e) A critical closing.
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2. A memorandum sent by a worker in the sales department of Company X to worker in the production
department of Company X, listing specifications of a product to be built for a customer would be
classified as
(a) External-operational communication
(b) Personal communication
(c) Internal-operational communication
(d) Grapevine communication
(e) Expository communication.
< Answer >
3. While talking to one of your friends, you observed the following facial expressions in his face. The
inner corners of the eyebrows are raised and drawn together. The corners of the lips are drawn down or
the lips appear to tremble. What does the above said expression signify?
(a) Surprise (b) Happiness (c) Sadness (d) Disgust (e) Fear.
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4. As a communication expert put it: “Awareness of the more subtle voice characteristics, such as
pleasantness, 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 be
helped by receptionist who sounds, both in person and over the telephone, ‘pleasant’, ‘confident’ and
‘competent’. The given example 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 >
5. Communication is the process of transferring meanings. Communication is essential for the functioning
of an organization. Communication in the organization is divided into three types, upward, downward
and horizontal. Formal methods for channeling information upward include
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.
< Answer >
6. Communication is essential for the functioning of an organization. Everyday a vast amount of
information flows from managers to employees, employees to managers and from employees to
employees. If a company’s formal communication network limits the flow of information
(a) Superiors do not have to be burdened with flow of communication from subordinates
(b) Only the people at the top of the chain of command see “the big picture”
(c) Lower-level employees will feel relieved because of less communication load
(d) Effectiveness of organizational communication improves
(e) Communication channels in the organization work efficiently since, less communication passes
through.
< Answer >
7. When we hear, we only perceive sounds, but when we listen, this hearing is accompanied by a
deliberate 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 are coming through? Which of the following barriers
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are we encountering?
(a) Selective perception (b) Prejudice (c) Preoccupation
(d) Stereotyping (e) Egocentrism.
8. Groups form to accomplish some objectives. The objective may be to complete some kind of task or it
may be to strengthen interpersonal relationships between group members. Which of the following is not
a part of the reflective thinking developed by John Dewey?
(a) Problem identification (b) Problem analysis
(c) Nominal group technique (d) Criteria selection (e) Solution generation.
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9. 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 >
10. For maximum impact, business people should use both written and spoken channels. One company, for
example, used the multimedia approach to explain its new employee benefit plan. But some people tend
to prefer oral communication and some written. Which of the following statements describes one of the
three significant differences between written and oral communication?
(a) Oral communication has longer times between cycles
(b) Oral communication involves a more limited number of cycles
(c) Oral communication is more exact
(d) Written communication is more likely to be a creative effort
(e) Written communication involves symbols whereas oral communication does not.
< Answer >
11. The importance of effective bad-news communication is illustrated by the story of a man who carried in
his coat pocket a job-refusal letter he had received from a company some years ago. He would
frequently show the superbly written letter to others and comment, “I would accept a job from this
company any day because this letter made me feel good about myself even though the company could
not hire me.” When possible, which of the following is good refusal strategy?
(a) Be definite by use of words such as no, not, cannot, and refuse
(b) Show regret or apologize
(c) Refuse in a position of emphasis
(d) Tell what you can do
(e) Be deliberately vague.
< Answer >
12. All business communicators face the problem of compressing complicated, closely related ideas into 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 to make their
messages meaningful. Well organized message has many benefits, which of the following 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 >
13. Which of the following sentences contains the strongest and most effective wording?
(a) "Given the parameters of the situation, the most propitious choice would be to make adjustments
in certain budget areas"
(b) "We need to cut the operating budget by 12 percent or profits will plummet"
(c) "Someone's going to need to do some budget cutting around here or heads will roll"
(d) "Perusal of budgetary figures reveals that a 12 percent reduction in operations is called for if we
are to stave off a negative impact on profits"
(e) “We need to tread cautiously if we were to better our fortunes”.
< Answer >
14. An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.
Which of the following types of interviews is/are not likely to be held on campus by a recruiter?
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(a) Screening interview (b) Selection interview
(c) Video interview (d) Group interview (e) Both (c) and (d) above.
15. An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.
The style and structure of an interview depend on its purpose and on the relationship between the two
parties involved. What is an employment interview?
(a) A formal meeting at which both employer and applicant ask questions and exchange information
to determine their suitability for each other
(b) Is a formal meeting at which only the employer asks questions and the applicant provides answers
(c) An informal meeting at which the employer asks questions and the applicant provides answers to
demonstrate his or her suitability for the organization
(d) Is like a meeting with an employment counselor during which you exchange information about
your professional interests and goals
(e) A formal meeting where employer advertises about the organization.
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16. Look at these sentences: “You never come to office on time.” And “Since you have been coming in
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 >
17. When we hear, we only perceive sounds, but when we listen, this hearing is accompanied by a
deliberate and purposeful act of the mind. What are three most crucial barriers to effective listening?
(a) Lack of judgment, lack of self-control, and lack of interest
(b) Judgment, self-centeredness, and selective listening
(c) Much listening, too many interests, and lack of self-control
(d) Dislike for the speaker, a difficult topic, and a shortage of time
(e) Fear of the speaker, lack of knowledge, and inconvenient timings
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18. Recent studies that focus on the workplace show that, on an average, personnel at all levels spend about
32.7% of their time listening, while speaking takes up 25.8% of their time and writing 22.6%. Top
executives spend even more time listening than other employees. Mr. Sharma is the in-charge for
preparing advertisements for Khan Ltd. That day he was presenting the advertisements he has prepared
for a product to be launched in front of a top management team. 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 >
19. The 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.
< Answer >
20. If someone asks you which way the MD’s room is, you may simply point down the corridor. You may
praise your friend’s new dress while your face shows absolute dismay or you may use your hands to
indicate the monstrous proportion of your ego. Which aspect of communication is explained by your
pointing down the corridor and contradiction in your praise and facial expression?
(a) Verbal expressions (b) Nonverbal aspects of communication
(c) E-mail communications (d) Telephone communications
(e) Circulars issued.
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21. The receiver is the individual to whom the message is directed. The extent to which this person
comprehends the message will depend on a number of factors. There can always be difference in what
the sender intended and what the receiver received. Hence, the meaning ascribed by the receiver to a
message he receives determined by
(a) Dictionary definitions
(b) His imagination
(c) His senses (eyes, ears, and such)
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(d) His experience, knowledge, biases, emotions
(e) His physical appearance.
22. The channels are the means used to convey the message. To physically transmit your message you
select a communication channel and a medium. The medium could be telephone, computer, fax, letter,
memo, face-to-face, etc. Companies that use intranets
(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.
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23. Business correspondence is one 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. How can one write an “effective” business letter?
(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.
< Answer >
24. Normally, using you-attitude pays in the business writing. Without empathy for the audience’s feelings,
it is hard to gain their cooperation or persuade them to accept tough decisions. However, in which of the
following situations is it advisable not to use you-attitude?
(a) When the message attacks or criticizes the reader
(b) When the message congratulates the reader
(c) When it points out something important for the reader
(d) When sympathizing with the reader
(e) None of the above.
< Answer >
25. The ability to communicate bad news as delicately and clearly as possible is an essential business skill.
A skillful manager will attempt to say “no” in such a way that the reader supports the decision and is
willing to maintain and continue a positive relationship with the company. Using the passive voice
makes sense when
(a) You want to be diplomatic in pointing out a problem or error
(b) You want your sentence to be easier to understand
(c) You need to make your sentences shorter
(d) You want to emphasize the subject
(e) You want to display your authority.
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26. The content of a memo should depend on its objectives. These objectives will help determine the type
of memo that should be used: request, confirmation, periodic report, ideas and suggestions or informal
study results. Memos that convey bad news need to be written
(a) Inductively (b) Apologetically (c) Ambiguously (d) Quickly (e) Doubtfully.
< Answer >
27. When business people speak of reports, they are, in general, thinking of written, factual accounts that
objectively communicate information about some aspect of the business. Which of the following will
not give the readers a sense of the overall structure of a report?
(a) The opening (b) Headings and lists (c) Transitions
(d) The final outline (e) None of the above.
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28. 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 a
logical interpretation of what the facts in the report mean?
(a) Title fly (b) Conclusion (c) Abstract (d) Executive summary
(e) Body of the report.
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29. Visual aids will definitely help to present the information more attractively. Choosing the proper visual
aids is very important. Which of the following questions is/are appropriate when checking visual aids?
I. Is it convenient?
II. Is it accurate?
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III. Is it necessary?
IV. Is it colorful?
(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) (II), (III) and (IV) above.
30. The “elements” of a report refer to those components that are usually included in a formal business
report. Which of the following is the element that introduces the purpose and content of the report to
the principal reader?
(a) Title page and title fly (b) Abstract
(c) Letter of transmittal (d) Executive summary
(e) Glossary and list of symbols.
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31. Nonverbal communication signals can completely alter the message that you communicate. In response
to an idea Srikanth states during a meeting, Vijay makes a "thumbs up" gesture. Vijay's action functions
to
(a) Control and regulate the communication taking place
(b) Contradict Srikanth's expressed idea
(c) Substitute for saying "I like your idea"
(d) Indicate that the idea is offensive
(e) Restrict the communication.
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32. “Passing the building, the vandalism was clearly visible” The sentence is burdened with dangling
modifiers. Which of the following is/are true regarding dangling modifiers?
I. They are illogical.
II. They are confusing.
III. They are modifiers that do not clearly modify a specific word.
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (III) above (d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
< Answer >
33. 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. To increase one’s
listening involvement, one should
(a) Think about other tasks that one needs to complete only when the speaker is pausing between
thoughts
(b) Lean forward and maintain eye contact with the speaker
(c) Take advantage of the lag time before the speaker's next idea by discussing key points with other
team members
(d) Ask the speaker a question and then immediately offer an answer based on one’s own experience
(e) Take notes and think about discussing the points with the speaker.
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34. When you are forced to listen to a quick succession of messages, after a point your receptivity dulls.
You find it gets impossible to listen attentively. Coping with a deluge of information is like juggling -
you can keep only a few things going at a time. This explanation signifies the following barrier(s) to
listening
(a) Physical distractions (b) Prejudices
(c) Preoccupation (d) Message overload
(e) Poor listening habits.
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35. Conflicts are inevitable, even most amicable people get upset at times. For the better running of
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.
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36. “To be well prepared, you must know exactly how much you are willing to concede or compromise on
each factor. You must also have ready all the arguments you may need to justify your point of view.”
Which of the following elements of negotiation does this come under?
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(a) Conduct (b) Understand the people involved
(c) Know your objectives (d) Know the rules and regulations
(e) Know yourself.
37. Once you have decided on the format, you can start formulating specific questions. Each question must
be so structured as to elicit just the information you want. “Are you familiar with our policy on
plagiarism?” What kind of question is this?
I. Directive interview.
II. Close-ended.
III. Open-ended.
(a) Only (I) above (b) Both (I) and (II) above
(c) Only (II) above (d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
< Answer >
38. Communication among the members of a group leads to group decisions. If these decisions are to be
effective, a group’s members must be able to communicate freely and openly with all the other
members of the group. If communication fails that may lead to conflict. Which of these can be a
constructive feature of conflict in a team?
(a) Puts everyone on an equal basis
(b) Increases involvement of all team members
(c) Helps everyone get to know each other
(d) Always leads to good results
(e) None of the above.
< Answer >
39. Whether you are speaking, writing, or listening, communication is more than a single act. Instead, it is
a chain of events that can be broken into five phases with feedback as the last phase. Feedback is the
receiver’s response to a message; it can take a number of verbal and nonverbal forms. Which of the
following is not a good way to give constructive feedback?
(a) Focusing on particular behaviors; feedback should be specific rather than general
(b) Keeping feedback impersonal and job related
(c) Using "you" statements; make clear where the employee is wrong
(d) Making feedback well timed; there should be only a short interval between the recipient's behavior
and the feedback
(e) Focusing on the aspects the receiver can do something about.
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40. Recently, you have received a letter from one of your customers 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 the product is still in guarantee period and 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) Receive the claim but tactfully point out that your firm was not at fault
(e) Warn the customer against making claims.
< Answer >
41. Just as good news is accompanied with supporting details, bad news should also be supported by
reasons for the bad news. On what point do you want your readers to agree with you when you give
them a bad-news message?
(a) You want them to agree that you are as disappointed in giving the bad news as they are about
receiving it
(b) You want them to agree that your news, though negative, is fair and reasonable
(c) You want them to agree that you are not responsible for the decision that brought the bad news
(d) You want them to agree that the bad news will be followed by good news
(e) You want them to agree that giving bad news is nothing wrong
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42. The general reaction you want to secure from your audience may be stated in terms of informing,
persuading, or entertaining. However, the particular and immediate reaction that you seek must be
precisely formulated into a specific purpose. Most sales presentations are __________ presentations.
(a) Guided (b) Monologue (c) Interactive (d) Passive (e) Goodwill.
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43. Different messages will have different objectives. Depending on the objectives, many things like tone of
the letter language of the letter etc will change What is your goal when you write a letter of
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the letter, language of the letter etc., will change. What is your goal when you write a letter of
recommendation?
(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.
44. You are graduating from business school in another one month and entering the job market. Your
education 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?
(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.
< Answer >
45. A memo is a written message designed to provide a quick, convenient way for personnel to
communicate with each other. Memos can range from informal, handwritten notes to formal,
typewritten reports. Your manager has written the following memo to one of his subordinates.
“I would be interested in receiving copies of that material that you and I talked about at the annual
meeting last December”. The memo is
I. Too short.
II. Too vague.
III. Unclear.
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (II) above (d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
< Answer >
46. A report, investigating different purchasing patterns of discretionary income on the basis of age and
economic status would logically follow a breakdown of subdivisions on the basis of
(a) Place (b) Quantity (c) Factors (d) Hypotheses (e) Time.
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47. 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 report which contributes
to management control is termed as
(a) Lateral (b) Informal
(c) Proposal (d) Vertical (e) Horizontal.
< Answer >
48. Visual aids help communicate the subject matter clearly and attractively. In this light, which of the
following visual aids is helpful in presenting time relationships?
(a) Pie charts (b) Bar charts (c) Line charts (d) Tables (e) Gantt charts.
< Answer >
49. Your friend has started a new organization. He is encountering some labor problems. You are a
personnel management specialist and have several years of experience in the personnel department of a
large conglomerate. Your friend calls you over to his office one day to discuss his problems. In the
course of the conversation, you give him some ideas about how he could solve his problems. He finds
your ideas innovative and thinks they are just right for his kind of set-up. As you get up to leave, your
friend clasps your hand warmly, beams at you and says, “Thank you very much. Your ideas are
priceless.” Which of the following statements is most accurate?
(a) Most people can control their facial expressions; therefore, they can control the nonverbal facial
messages they send
(b) Gestures merely add nonverbal meaning to verbal messages rather than conveying the entire
meaning by themselves
(c) Most communicators consider the eyes to be the most accurate predictor of a speaker's true
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feelings and attitudes
(d) A speaker's nonverbal cues rarely contradict his or her verbal messages
(e) Most communicators do not consider the existence of nonverbal communication.
50. Nonverbal communication signals can completely alter the message that you communicate. Which of
the following is not a category of nonverbal communication?
(a) Distance maintained (b) Facial expressions and eye behavior
(c) Vocal characteristics (d) Words used in the communication
(e) Voice qualities.
< Answer >
51. __________ 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 or confident; or whether a statement is sarcastic or
sincere.
(a) Volume (b) Pitch (c) Stress (d) Tone of voice (e) Attribution.
< Answer >
52. Which of the following points should be kept in mind when choosing a level of formality for a specific
document?
I . Use a friendly, informal style to someone you have talked with.
II. Avoid contractions, slang, and even minor grammatical lapse in paper documents to people you do
not know.
III. Pay particular attention to your style when you write to people you fear or when you must give
bad news.
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (III) above (d) Both (II) and (III) above
(e) All (I), (II), (III) above.
< Answer >
53. Listening is one process and remembering what you have listened to is another process. According to a
study the average listening efficiency rate is only 25 percent. Immediately after a ten-minute
presentation, a normal listener can recall only 50 percent of the information conveyed. After 24 hours
the recall level is only 25 percent. To help you remember important information, you should develop
relevant acronyms, links, or rhymes. When your boss is giving you the instructions regarding the new
machine, as to how to operate it, how to service it etc., you should
(a) Take selective notes and then revise your notes immediately
(b) Take selective notes and then put your notes away for a day or two so that you can review them
with a fresh eye
(c) Take selective notes and then revise your notes immediately and verify them with the speaker
(d) Rely on your memory (which is probably smarter than relying on notes)
(e) No notes but listen attentively.
< Answer >
54. Disagreements and subsequent conflicts arise because individuals see, hear, and interpret things
differently. Success of the organization depends on how these conflicts can be used for the benefit of
the organization. In this process sometimes to resolve the conflict you need to satisfy both the parties to
the greatest degree. Then your approach must be
(a) Avoiding (b) Competing (c) Accommodating
(d) Collaborating (e) Compromising.
< Answer >
55. Resistance to any change is a common human tendency. Overcoming resistance to change is crucial for
successful implementation of any program. Which of the following is not a good strategy for
overcoming resistance?
(a) Ignoring it until it goes away
(b) Making people aware of their resistance
(c) Evaluating others' objections fairly
(d) Holding your arguments until the other person is ready for them
(e) Manipulate the people who are resisting.
< Answer >
56. An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.
While interview is going on sometimes interviewer need to take some notes on the responses of the
interviewee. If an interviewer wants to take notes he must do so
(a) Aggressively (b) Unobtrusively
(c) Hastily (d) Egregiously (e) Stealthily.
< Answer >
57. The ultimate goal of the message is to make the audience understand our message. What should we do
if audience members do not share our general background in the topic of our communication?
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if audience members do not share our general background in the topic of our communication?
(a) We should educate them about the topic of our communication
(b) We should try communicating about a topic in which they have a background
(c) We should find an audience with our general background
(d) We should educate ourselves to match the background of our audience members
(e) We should let the audience speak on the topic they are familiar with.
58. Which of the following type of communication may not be used to send a follow-up message to an
organization where you are interviewed for a position?
(a) A phone call (b) A memo
(c) A letter (d) An e-mail (e) A visit.
< Answer >
59. Interview is primarily undertaken to accomplish a specific purpose, perhaps to obtain or provide
information, to solve a problem, or to persuade someone to undertake some action. The style and
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 >
60. Success in negotiation, like other things in life, does not just happen. A good deal of preparation is
necessary to understand people involved, our expectations from the negotiation, how much we are
willing to concede at the time of negotiation etc. Advantage of high bid in negotiation
(a) Provides a quick settlement
(b) Ensures that the other party walks out
(c) Provides room for maneuvering
(d) Improves chances of winning
(e) Enables win-win solution.
< Answer >
61. Regardless of whether the situation calls for appreciative, critical, discriminative, or active listening,
listening skills can be improved with conscious effort. To improve one’s listening skills one must
avoid which of the following?
(a) Being repetitive (b) Looking at the speaker
(c) Paying attention (d) Forming an opinion
(e) Asking questions.
< Answer >
62. Listening on the job is not only frequent, it is very important as well. In fact, most managers agree that
“active listening” is the most crucial skill for becoming a successful manager. You can become a better
listener by controlling distractions, becoming actively involved, identifying important facts and
(a) Separating facts from opinions
(b) Interrupting with quick replies or your own opinions
(c) Asking hostile questions
(d) Capitalizing on lag time by thinking of tasks that you have to complete
(e) Discussing with the team members.
< Answer >
63. The paragraph must be developed in a logical manner. How many basic elements does the typical
paragraph contain and what are these elements?
(a) The typical paragraph contains these three basic elements: a topic sentence, related sentences
developing the topic, and transitional words and phrases.
(b) The typical paragraph contains these two basic elements: a topic sentence and related sentences
developing the topic.
(c) The typical paragraph contains one basic element: a topic.
(d) The typical paragraph contains these three basic elements: an introduction, a middle, and a
conclusion
(e) The typical paragraph contains one basic element: subject.
< Answer >
64. Communication researchers have found that nonverbal signals have more impact in conveying meaning
than verbal content. In fact, nonverbal behavior is so important to effective business communication
that many companies are now trying to train their employees to understand it. Personal space can vary
according to
< Answer >
10
I. Culture II. Gender III. Number IV. Name
(a) Both (I) and (II) above (b) Both (II) and (III) above
(c) Both (I) and (III) above (d) Both (II) and (IV) above
(e) Both (III) and (IV) above.
65. “It is possible to stop talking, when you don’t want to, but it’s not possible to stop sending non-verbal
clues. Hence, we can conclude that non-verbal communication is
(a) Optional (b) Compulsory (c) Intentional (d) Unintentional
(e) Both (a) and (c) above.
< Answer >
66. When you are offering suggestions to improve 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 is
your boss trying to convey?
(a) Sadness (b) Fear (c) Disgust (d) Happiness (e) Surprise.
< Answer >
67. 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. Line 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.
< Answer >
68. Reports are business tools that convey information objectively from one organizational area to another
or from one institution to another. Which of the following is the most standardized of all types of
reports?
(a) Staff study report (b) Letter report
(c) Short report (d) Audit report (e) Memorandum report.
< Answer >
69. Imagine you are a HR manager in a medium sized firm, which recently put out an advertisement of
sales representatives. The company needs three people. You get nearly 500 application letters. After
all, it is the appearance of the letter that makes the first impression. When it comes to paragraph length
in an application letter
(a) Use long paragraphs with detailed information for direct-mail letters
(b) Use long paragraphs if you want your document to look more inviting
(c) Keep all paragraphs to fewer than 60 words
(d) Use one-sentence paragraphs only occasionally, for emphasis
(e) Use the shortest and the longest paragraphs possible.
< Answer >
70. 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. What is the first step in organizing a solicited
job 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 does not ask for them
(e) Give references.
< Answer >
71. After you have carefully weighed all the options that are open to you, the next important step is
planning your resume. Remember, your resume will probably be vying for the employer’s attention,
with 100 or 200 other resumes, perhaps more. 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 “Achievements Section”.
< Answer >
72. To communicate your purpose effectively, you need to understand the audience. Audience analysis
means, in a very practical sense, finding out all you can about the people you are talking to or will be
talking to. Audience analysis enables you to establish a _______ with your listeners.
(a) Repute (b) Residue (c) Rapport (d) Retention (e) Reception.
< Answer >
73. When you are answering a claim from a customer who reported receiving damaged merchandise, a
good first sentence might be
< Answer >
11
good first sentence might be
(a) You have the right to be upset about the broken items
(b) We will replace the damaged cases of raspberry jam at once
(c) Three new cases of a replacement shipment are being rushed to you by express mail
(d) Calm down! Everyone makes mistakes!
(e) We regret to hear that the merchandise you received was broken.
74. When responding to a request for adjustment when a third party is at fault, the best approach is to
(a) Refuse the claim and suggest that the customer sue the third party
(b) Refuse the claim but forward the paperwork to the third party
(c) Honor the claim with no additional explanation
(d) Honor the claim but explain that your company was not at fault
(e) Honor the claim and sue the third party.
< Answer >
75. Seeta 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.
< Answer >
76. Every organization receives numerous letters from customers, suppliers, government etc., Customers
especially write many claim letters requesting adjustments to the problem they have faced with the
products supplied by the company. Companies that receive large numbers of customer claims per year
often develop
(a) Crippling legal and financial problems
(b) A policy of nonresponse to all customer inquiries
(c) Customized form letters to speed the response to customers' claims
(d) Programs to selectively respond to the claims
(e) Standardized response letters.
< Answer >
77. A claim letter is a request for an adjustment. When writers ask for something to which they think 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.
< Answer >
78. Before you actually start structuring your resume, it would be a good idea to take inventory of all the
information you actually want to include. The format, content and style of your resume will depend on
your specific qualifications, the job profile and the individual personality you wish to portray. What
could be the disadvantage of having a "Career Objective" section in a resume?
(a) It reveals your long-term goals
(b) It takes employers' attention away from your work experience
(c) It takes up space for no reason
(d) It limits your choices
(e) Employers give less importance to the “career objective section”.
< Answer >
79. 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. Without missing the necessary points the ideal
length of the application letter is
(a) One page (b) Half-a-page (c) One and half-a-page
(d) Two pages (e) There is no limit.
< Answer >
80. Imagine you are a HR manager in a medium sized firm, which recently put out an advertisement of
sales representatives. The company needs three people. You get nearly 500 application letters. In
appearance part of your letter which of the following is false?
(a) Proper spacing and punctuation should be there
(b) Abbreviations should be there to save the paper
(c) People’s initials should have a period after each letter
(d) Letters should be balanced on the page with approximately equal margins
(e) No abbreviations should be there.
< Answer >
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81. 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 not
true of business reports?
(a) Reports are usually prepared for managers
(b) Select the format, style, and organization of the report according to your needs
(c) A report is any factual, objective document that serves a business purpose
(d) Reports can be printed on paper
(e) Reports can be distributed electronically.
< Answer >
82. What techniques can you use to make the data comprehensible? How can you make important points
stand out and complex data easy to understand? Your computer can draw any type of graph you want,
but you have to decide what type of illustration you want and where you want to place. Simple bar
charts are used to
(a) Compare differences in quantities by lengths of the bars
(b) Compare groups of two or three different kinds of quantities over time
(c) Show plus and minus differences
(d) Compare divisions of a whole
(e) Present data in an orderly arrangement of rows and columns.
< Answer >
83 Your boss has been telling the staff that he would welcome suggestions about how to improve the
organization. You take him at his word and meet him to discuss some of your ideas with him. As you
begin to outline the changes you propose, he fixes you with an 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 up abruptly and
says, with barely suppressed menace in his voice, “Thank you very much. Your ideas are priceless.” If
a person says one thing but sends a conflicting message nonverbally,
(a) People are more likely to believe the verbal message
(b) People are more likely to believe the nonverbal message
(c) People are more likely to just stop listening
(d) People are likely to become more interested in listening
(e) People normally do not differentiate between verbal messages and nonverbal messages.
< Answer >
84. “This year the company has not declared a bonus and the workers are very unhappy about it.” In which
of the following ways the sentence can be re-written using a semi-colon?
(a) This year; the company has not declared a bonus and the workers are very unhappy about it
(b) This year the company has not; declared a bonus and the workers are very unhappy about it
(c) This year the company has not declared a bonus and the workers are very unhappy about it;
(d) This year the company has not declared a bonus; the workers are very unhappy about it
(e) This year the company; has not declared a bonus and the workers are very unhappy about it.
< Answer >
85. Regardless of whether the situation calls for appreciative, critical, discriminative, or active listening,
listening skills can be improved with conscious effort. If you are listening mainly to understand and
retain information imparted by a speaker, you are engaging in
(a) Content listening (b) Critical listening
(c) Empathic listening (d) Active listening (e) Passive
listening.
< Answer >
86. If you are interested to resolve conflicts in the work place, there are many ways to do so. However, if
you do not want to resolve, which of the following measures can you take?
(a) Proaction dealing with minor conflict before it becomes major conflict
(b) Communication getting those involved in conflict to participate in resolving it
(c) Determination making sure your viewpoint prevails
(d) Openness getting feelings out in the open before dealing with the main issues
(e) Recognizing the conflict clues.
< Answer >
87. Sometimes some members of a group have a better social standing or are better qualified than the
others. Which of the following members determines the manner in which they interact with each other?
(a) Size of the group (b) Leadership
(c) Status (d) Longevity (e) Perception and self-concept.
< Answer >
88. Letter writing does not involve magic; you just have to think about it. Different types of letters are used
in the business for different purposes. Which of the following situations requires a persuasive letter
instead of a claim letter?
(a) A wholesaler marked down the price of a product two days after you placed the order
(b) A wholesaler charged more for the product than advertised
(c) A company did not deliver a product by the date promised
< Answer >
13
(d) A product does not live up to advertised expectations
(e) A product does not live up to the quality of your previous purchase.
89. All business messages are essentially persuasive messages. After all, writers convey messages with the
aim of persuading readers to their point of view. In this light, AIDA stands for
(a) Attention, Interest, Deception, Action
(b) Attraction, Interrogation, Decipher, Action
(c) Attention, Interest, Desire, Action
(d) Attraction, Intuition, Demand, Allocation
(e) Allow, Interact, Defect, Arrange.
< Answer >
90. 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. If you have three paragraphs in your
application letter, which one should contain most information about your qualifications?
(a) The first paragraph
(b) The last paragraph
(c) The middle paragraph
(d) You can't give enough information about yourself in three paragraphs, so a fourth paragraph has to
be added for that purpose
(e) Both (a) and (b) above.
< Answer >
91. Two punctuation styles are customarily used in business letters: open and mixed. Standard or mixed
punctuation uses which of the following after the salutation and a comma after the complimentary
close?
(a) A period (b) An exclamation mark
(c) A semi colon (d) A colon (e) A bracket.
< Answer >
92. 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 report investigating
differences in patterns of swimsuit sales in different climatic regions would be subdivided on the basis
of
(a) Time (b) Hypotheses (c) Quantity (d) Place (e) Factors.
< Answer >
93. While zeroing in on the problem, which of the following will serve as a guide to what you are trying to
solve or what question you are trying to answer in the report?
(a) Drafting a written statement of the problem being investigated
(b) Drafting a written statement of the customers to be interviewed
(c) A diagram showing the progress of the report
(d) A statement of the principal results, conclusions and recommendations
(e) A written statement of references.
< Answer >
94. Information that supplements material in the body of the report but does not logically fit within the
report is included in a(n)
(a) Summary (b) Bibliography
(c) Executive summary (d) Appendix (e) Table of illustrations
< Answer >
95. Positive nonverbal messages in the workplace are sent by maintaining direct but not prolonged eye
contact, expressing warmth with frequent smiles, conveying self-confidence with an erect stance, and
(a) Saving time by arriving late and leaving meetings early
(b) Dressing comfortably in old clothes that make you feel good
(c) Being on time and using time judiciously
(d) Answering all e-mail with "quick and tentative" messages
(e) Both (a) and (b) above.
< Answer >
96. Arguments cannot be negotiated, only proposals can be. This demands that emotions be kept under
control. Negotiating is a delicate process and a lot of thinking must go into it, both before it actually
gets underway, and while it is going on. Which of the following actions do not facilitate a win-win
approach?
(a) Determining the needs of both parties
(b) Developing a list of possible solutions
(c) Choosing the most appropriate solution
(d) Forcing the other party to accept your views
(e) Keeping emotions under control.
< Answer >
97. When responding to a customer request for an adjustment, it is usually sensible to assume that
(a) The customer's account of the situation is truthful
(b) The customer's account of the situation is exaggerated
< Answer >
14
(c) The customer is hostile
(d) The customer is trying to pull you unnecessarily
(e) The customer is not aware of the company’s return policies.
98. 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.
< Answer >
99. Sometimes, even in an informative report that requires no investment by the audience, the data you
provide may encounter resistance from the audience. When is the direct approach more suitable in
writing reports?
(a) When the reader is skeptical about the topic of the report
(b) When the reader is hostile to the topic of the report
(c) When the reader already trusts you and has a positive or neutral attitude towards your topic
(d) When the reader is doubtful about your credibility
(e) None of the above.
< Answer >
100. Which of the following statements contains platitudes or other offensive expressions?
(a) Our reputation is important to us and we will work day and night to satisfy our customers
(b) We have forwarded your recent letter to the shipping department and they will contact you within
the week
(c) Evaluations are based on your performance in the last six months and are the basis for your pay
raise
(d) When you pay your rent by the first of each month, you will maintain your excellent credit
reputation
(e) Because we value your goodwill, we have taken these steps to ensure your satisfaction.
< Answer >
15
Suggested Answers
Business Communication (MB121): January 2005
1. Answer: (a)
Reason: The bad news message should start with a neutral statement and end with a cordial close
to avoid the focus on the negative message.
< TOP >
2. Answer: (c)
Reason: The situation given in the question is ideally classified as Internal-operational
communication.
< TOP >
3. Answer: (c)
Reason: The expressions signify sadness.
< TOP >
4. Answer: (b)
Reason: The example is described by the vocal characteristics, a component of paralanguage.
< TOP >
5. 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
< TOP >
6. Answer : (b)
Reason : If a company’s formal communication network limits the flow of information, only the
people at the top of the chain of command see “the big picture”; and lower-level
employees lack a means for sharing their ideas with managers.
< TOP >
7. Answer : (e)
Reason: We are encountering the barrier called egocentrism.
< TOP >
8. Answer : (c)
Reason : Developed by John Dewey, reflective thinking is a careful, systematic approach to a
problem. This approach involves six steps: 1. Problem identification, 2. Problem
analysis, 3. Criteria selection, 4. Solution generation, 5. Solution evaluation and selection
and 6. Solution implementation, but Nominal group technique is not one of them
< TOP >
9. 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 >
10. Answer: (d)
Reason: Written communication is more likely to be a creative effort.
< TOP >
11. Answer: (d)
Reason: Refusal message is a bad news message hence, not to disturb the prospects of future
relations; it is good to tell the reader what you can do.
< TOP >
12. Answer : (c)
Reason : A well-organized message is not intended to ensure that the audience will agree with the
message. All other options given are benefits of s well-organized message.
< TOP >
13. Answer : (b)
Reason : Of all the sentences given, the sentence "We need to cut the operating budget by 12
percent or profits will plummet" contains the strongest and most effective wording.
< TOP >
14. Answer: (b)
Reason: Selection interviews won’t be held in the campus instead, they are held in the premises of
the concerned organization.
< TOP >
15. Answer: (a)
Reason: An employment interview is a formal meeting at which both employer and applicant ask
questions and exchange information to determine their suitability for each other
< TOP >
16
16. Answer: (b)
Reason: First sentence sounds judgmental and evokes defensive reaction and second sentence is
descriptive.
< TOP >
17. Answer: (b)
Reason: judgment, self-centeredness, and selective listening are the three most crucial barriers to
effective listening.
< TOP >
18. Answer : (d)
Reason : Murthy is in the evaluation stage of the communication process.
< TOP >
19. Answer: (c)
Reason: To achieve a logical progression of ideas and provide coherence, writers use logical
connectors, or transition words. These words not only help the flow of ideas, but also
indicate the relationship between ideas words like then, next, finally, etc. serve this
purpose.
< TOP >
20. Answer: (b)
Reason: Nonverbal aspects of communication such as body language, facial expressions, and tone
of voice reveal a person’s honesty or deception more easily.
< TOP >
21. Answer: (d )
Reason: The meaning you give a message is determined by receivers experience, knowledge,
biases, emotions.
< TOP >
22. Answer : (b)
Reason : Intranet is meant to facilitate communication among employees within a company.
< TOP >
23. 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.
< TOP >
24. Answer: (a)
Reason: When your message is about finding fault with the reader or criticize the reader’s actions
it is advisable not to use you-attitude.
< TOP >
25. Answer : (a)
Reason : Using the passive voice makes sense when you want to be diplomatic in pointing out a
problem or error.
< TOP >
26. Answer : (a)
Reason : Like bad-news letters, bad-news memos have to be written inductively. An apologetic or
ambiguous tone may irritate the reader. Bad–news memos cannot be written quickly – it
takes time to compose a bad-news memo. Bad-news memos written in haste often receive
a negative response. ‘Doubtfully’ is irrelevant to the context.
< TOP >
27. Answer: (d)
Reason: The final outline will not give the readers a sense of the overall structure of a report
< TOP >
28. Answer: (b)
Reason: The logical interpretation of what the facts in your report mean is called the “conclusion”.
< TOP >
29. Answer : (d)
Reason: When reviewing your visual aids, ask yourself whether each one is necessary, convenient
and accurate.
< TOP >
30. Answer: (c)
Reason: Among the elements of report, the letter of transmittal introduces the purpose and content
of the report to the principal reader,
< TOP >
31. Answer : (c)
Reason : In response to an idea Srikanth states during a meeting, Vijay makes a "thumbs up"
gesture. Vijay's action functions to substitute for saying "I like your idea"
< TOP >
32. Answer: (e)
Reason : All of the options illogical, confusing, modifiers that do not clearly modify a specific
< TOP >
17
word, are true about the dangling modifier.
33. Answer : (b)
Reason : To increase her listening involvement, Sandy should lean forward and maintain eye
contact with the speaker
< TOP >
34. Answer : (d)
Reason : The explanation signifies message overload, an environmental barrier.
< TOP >
35. Answer: (d)
Reason: The last step in conflict resolution is to repair bad feelings.
< TOP >
36. 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.
< TOP >
37. Answer: (b)
Reason: The question comes under directive interview and close-ended question
< TOP >
38. Answer : (b)
Reason : Increased involvement of all team members is the positive outcome.
< TOP >
39. Answer : (c)
Reason : Using "you" statements; make clear where the employee is wrong will not help in giving
a constructive feedback.
< TOP >
40. Answer : (d)
Reason : If a customer requesting an adjustment is at fault for the problem, the best response is to
receive the claim but tactfully point out that your firm was not at fault.
< TOP >
41. Answer: (b)
Reason: You don't have to express your disappointment when giving bad news. But you want
them to agree that your news, though negative, is fair and reasonable.
< TOP >
42. Answer: (c)
Reason: Most sales presentations are interactive presentations.
< TOP >
43. 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.
< TOP >
44. 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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45. Answer: (d)
Reason: The memo is vague and unclear. The writer cannot be expected to remember that
material at that discussion. Memos should be short, but clear.
< TOP >
46. Answer: (b)
Reason: Quantity will be the right basis.
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47. Answer: (d)
Reason: The reports that move upward or downward the hierarchy are referred to as vertical
reports such reports contribute to management control.
< TOP >
48. Answer : (e)
Reason : Visual aids help communicate the subject matter clearly and attractively. A Gantt chart is
a horizontal bar chart that graphically displays time relationships. Time is displayed on
the horizontal axis and tasks are shown on the vertical axis. The length of the bars
depicts the amount of time they represent.
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18
49. Answer : (c)
Reason : The statement most communicators consider the eyes to be the most accurate predictor of
a speaker's true feelings and attitudes is the most accurate statement.
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50. Answer : (d)
Reason : Except words used in the communication all the other options constitute non-verbal
communication.
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51. 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.
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52. Answer: (e)
Reason: All the statements are true.
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53. Answer : (c)
Reason : To help you remember important information, you should develop relevant acronyms,
links, or rhymes. If you are hearing instructions, you should take selective notes and then
revise your notes immediately and verify them with the speaker
< TOP >
54. Answer: (d)
Reason: Conflict: It occurs when two more people or parties perceive an incompatibility of goals
and interdependence of activity. Conflicts are inevitable in the organization. There are
many approaches to handle conflicts. In one of the approaches, Collaborating, it is
focused on satisfying both parties to the greatest degree. Both parties work together to
resolve conflicts in a way that meets the concerns of both. It is particularly appropriate
when both parties’ concerns are too important to be compromised; and long-term
relationship between the parties is important
< TOP >
55. Answer : (a)
Reason: Ignoring the conflict until it goes away is not one of the good strategies
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56. Answer: (b)
Reason: If the interviewer wants to take any notes regarding the responses of the candidate he
should do so unobtrusively otherwise there is a danger of distracting the process of
interview.
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57. Answer: (a)
Reason: We cannot change our audience according to our wishes. Our task is to deliver the
message to the intended audience in a way that they can understand. So we should
educate them about the topic through information and tools that will help them
understand the material.
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58. Answer: (b)
Reason: A memo is not used for outside communication infact, it is used for intra office
correspondence.
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59. Answer: (c)
Reason : An open-ended interview has the most chance of getting into a rambling conversation
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60. Answer: (c)
Reason: A higher bid in negotiations always provides the bidder better room for maneuvering.
< TOP >
61. Answer: (d)
Reason: Forming an early opinion is detrimental for the effective listening.
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62. Answer : (a)
Reason : You can become a better listener by controlling distractions, becoming actively involved,
identifying important facts, and separating facts from opinions
< TOP >
63. Answer: (a)
Reason: The typical paragraph contains these three basic elements: a topic sentence, related
sentences developing the topic, and transitional words and phrases.
< TOP >
64. Answer : (a) < TOP >
19
Reason : Personal space can vary according to both culture and gender.
65. Answer: (d)
Reason: Non-verbal communication is not intentional and conveys the true meaning of the verbal
messages.
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66. Answer: (c)
Reason: Boss is trying to convey his disgust
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67. Answer : (d)
Reason: Line charts, depict changes in quantitative data over time, and illustrate trends. For
depicting detailed numerical information tables need to be used. If you have to compare
more than one quantity over time multiple-range bar charts are useful. For displaying
time relationships use gantt chart. If you want to show how the parts of a whole are
distributed use pie charts.
< TOP >
68. Answer: (d)
Reason: Audit report is most standardized form of all reports.
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69. Answer : (d)
Reason : One-sentence paragraphs should be used only occasionally, for emphasis.
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70. Answer: (b)
Reason: Solicited application letter is an application letter we send when we know that company is
hiring. Hence it is better to state that your are applying for the job in the first step itself.
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71. Answer: (c)
Reason: The "Work Experience" section usually dominates a chronological résumé that to in a
reverse order.
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72. Answer : (c)
Reason : Audience analysis in a very practical sense refers to, finding out all you can about the
people you are talking to or will be talking to. This will help to establish rapport with the
audience.
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73. Answer: (c)
Reason: Since, you are responding positively to the claim it is good to place the news in the first
sentence it self. Hence, statement in the option (c) should come in the first sentence.
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74. Answer : (b)
Reason : When responding to a request for adjustment when a third party is at fault, the best
approach is to refuse the claim but forward the paperwork to the third party.
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75. Answer : (b)
Reason : Sita is involved in transmission of message.
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76. Answer : (c)
Reason : Companies that receive large numbers of customer claims per year often develop
customized form letters to speed the response to customers' claims.
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77. Answer: (d)
Reason: A letter creates the most formal documentation of your claim.
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78. Answer: (d)
Reason: It could limit your options by labeling you as being interested in one thing.
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79. Answer: (a)
Reason: Without missing the relevant information it is advisable to limit to one page unless it is
absolutely necessary to write a longer letter.
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80. Answer : (b)
Reason : Abbreviations should not be there to save the paper
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81. Answer: (b)
Reason: Selecting the format, style, and organization of the report according to your needs is not
true of a business report
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82. Answer: (a)
Reason: Simple bar charts are used to compare differences in quantities by lengths of the bars.
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83. Answer : (b)
Reason : If a person says one thing but sends a conflicting message nonverbally, people are more
likely to believe the nonverbal message.
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84. Answer : (d)
Reason : This year company has not declared a bonus; the workers are very unhappy about it is the
correct sentence where semicolon is properly used.
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85. Answer : (a)
Reason : In content listening, the individual listens mainly to understand and retain information
imparted by the speaker.
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86. Answer : (c)
Reason : Determination-making sure your viewpoint prevails would not help to resolve he conflict
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87. Answer : (c)
Reason : Status of the members determines the manner in which they interact with each other.
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88. Answer: (a)
Reason: “A wholesaler marked down the price of a product two days after you placed the order”
the above situation requires a persuasive letter instead of a claim letter.
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89. Answer : (c)
Reason : AIDA is referred as Attention, Interest, Desire and Action
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90. Answer: (c)
Reason : The middle paragraph should contain the most information about your qualification
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91. 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.
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92. Answer: (d)
Reason: Sub-division based on the place will be appropriate.
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93. Answer : (a)
Reason: Drafting a written statement of the problem being investigated will serve as a guide to
what you are trying to solve or what question your are trying to answer in the report.
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94. Answer: (d)
Reason: Appendix will be the part which contains the materials like photos of the products,
brochures etc which may not logically fit in the body
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95. Answer : (c)
Reason : Positive nonverbal messages in the workplace are sent by maintaining direct but not
prolonged eye contact, expressing warmth with frequent smiles, conveying selfconfidence
with an erect stance, and being on time and using time judiciously.
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96. Answer: (d)
Reason: Forcing the other parties to accept your view does not help to reach the win-win solution.
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97. Answer : (a)
Reason : When responding to a customer request for an adjustment, it is usually sensible to assume
that the customer's account of the situation is truthful.
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98. Answer: (a)
Reason: Proposal is a persuasive presentation for consideration of something that is either written
or oral
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99. Answer : (c)
Reason:. It is advisable to use direct approach when the reader already trusts you and has a positive
or neutral attitude towards your topic. When your readers are skeptical or hostile it is
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advisable to use indirect approach.
100. Answer: (a)
Reason: A trite, obvious statement is referred Platitude. Our reputation is important to us and we
will work day and night to satisfy our customers, this statement contains a platitude.
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