Business Communication (MB121): July 2005

Question Paper

Business Communication (MB121): July 2005

• Answer all questions.
• Each question carries one mark.
1. The elements of a report refer to those components that are usually included in a formal business
report. Many different types of reports are written in business and they may or may not contain all the
elements uniformly. In a report, a list of definitions is called a/an
(a) Glossary (b) Appendix
(c) Executive summary (d) Title fly (e) Letter of transmittal.
< Answer >
2. Despite all the benefits, good listening skills are quite rare in the business world today. A number of
studies have revealed why people listen poorly, despite the advantages of doing just the opposite.
Conversational casual listening occurs during
(a) A speech before a large audience
(b) A speech before a small audience
(c) Social and spontaneous interaction with one person only
(d) Social and spontaneous interaction with one or more persons
(e) Weekly meetings at the workplace.
< Answer >
3. An interview is a goal-oriented, interpersonal communication between an interviewer and a
respondent. The interviewer must have a specific goal clearly in mind, so that the structure of the
interview and the actual questions can all be tailored to that goal. Under which of the following phases
of the planning process does this come?
(a) Get information about the other party
(b) Decide the structure
(c) State the purpose
(d) Persuade the respondent
(e) Determine the type of question to ask
< Answer >
4. Which of the following is/are not a characteristic of an effectively designed business document?
I. Restraint
II. Balance
III. Consistency
IV. Tone
(a) Only (I) above (b) Only (II) above
(c) Only (IV) above (d) Both (I) and (II) above
(e) (I), (II) and (III) above.
< Answer >
5. There are many ways of experiencing the world around us. How we experience the inputs from the
environment around us depends on many factors like, our previous experience, education, family
background etc.
If you have the ability to experience the world around you from another person’s perspective, the
ability is termed as
(a) Credibility (b) Empathy (c) Cognitive dissonance
(d) Context (e) Sympathy
< Answer >
6. Which of the following indicates the best way to go about improving your nonverbal communication
skills?
I. If a nonverbal message contradicts a verbal one, ask questions to gain additional clues
II Watch facial expressions and body language to understand both the verbal and nonverbal
messages being delivered
III Beware of interpreting nonverbal messages when you do not understand a situation or culture
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (III) above (d) Both (I) and (II) above
(e) All (I), (II) and (III) above.
< Answer >
7. 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
< Answer >
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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.
8. Which of the following is a correct sentence?
I. To express themselves, graffiti decorate walls.
II. Graffiti decorate walls to express themselves.
III To express themselves, some youths decorate walls with graffiti.
(a) Only (I) above (b) Only (III) above
(c) Both (I) and (II) above (d) Only (II) above
(e) All (I), (II) and (III) above.
< Answer >
9. Preparation is required to effectively communicate bad news to employees. Which of the following is
not a key question that should be answered regarding delivering bad news?
(a) What is the purpose of change?
(b) How will delivering bad news affect only myself?
(c) How does bad news relate to corporate/business objectives?
(d) How will the bad news affect employees, customers, and shareholders?
(e) How will bad news message be received by the reader.
< Answer >
10. Before you actually start structuring your resume, it would be 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 résumé?
(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 >
11. 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.
In which of the following ways should an idea and suggestions memo be written?
(a) Deductively (b) Inductively (c) Vaguely
(d) Aggressively (e) Assertively
< Answer >
12. A report’s success depends not only on how well you have collected the information through research,
but also on how well you have presented it using visual aids. Multi-range bar charts are useful when
(a) You have to present detailed, numerical information
(b) You have to compare more than one quantity over time
(c) You are displaying time relationships
(d) You are depicting changes in quantitative data over time and illustrating trends
(e) You want to show how the parts of a whole are distributed.
< Answer >
13. Visual aids help communicate the subject matter clearly. Imagine reading a paragraph of text
describing your company’s share of sales and your competitor’s share of sales per sales region. It
should 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. Visual aids thus clarify and simplify data. Tables are ideal when an
audience need to understand
(a) The relative size of the parts of a whole
(b) Detailed information
(c) Changes over time
(d) The interaction of two variables
(e) None of the above.
< Answer >
14. There are many types of reports prepared for different purposes. Monthly cost control reports and
quartely sales reports are examples of
(a) Request report memos (b) Periodic report memos
(c) Confirmation memos (d) Informal survey results memos
(e) Analytical report memos.
< Answer >
15. Listening is the most frequent, perhaps the most important type of on-the-job communication. But, < Answer >
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there are many barriers to effective listening. Which of the following is not an attitudinal barrier to
listening?
(a) Prejudices (b) Preoccupation with other matters
(c) Unclear, nonspecific message (d) A casual attitude
(e) Egocentrism.
16. 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 >
17. The length of the introduction depends on the length of the report. As a result, the length of the
introduction can vary from one or two paragraphs to several pages. Which of the factors are covered in
the limitations part of introduction?
(a) The factors affecting the quality of the report
(b) The factors that have led up to the report
(c) What is and what is not going to be covered in the report
(d) When, how and by whom the report was authorized
(e) The organization of the report along with a rationale for following this plan.
< Answer >
18. To physically transmit your message you select a communication channel and a medium. The medium
could be telephone, computer, fax, letter, memo, report, face-to-face, etc. The richest communication
medium is
(a) A phone call
(b) A memo
(c) An e-mail
(d) A face-to-face conversation
(e) A fax.
< Answer >
19. 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.”
The way we stand and sit, i.e., position of the body may convey many unspoken things. Closed body
position conveys that you are being
(a) Open to new ideas (b) Defensive (c) Noncommittal
(d) Disrespectful (e) Angry.
< Answer >
20. “Passing the building, the vandalism was clearly visible” The sentence is burdened with dangling
modifiers. Which of the following is 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 (II) above (d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
< Answer >
21. 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 her own experience
(e) Take notes and think about discussing the points with the speaker.
< Answer >
22. By implying the “no” answer, the foregoing responses use positive language and seem more respectful.
Which of the following is not a part of the indirect plan for writing bad-news messages?
< Answer >
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(a) A buffer statement
(b) A straight statement of the main idea
(c) Reasons supporting the negative decision
(d) A clear, diplomatic statement of the negative decision
(e) A helpful, friendly, positive close
23. In the job market we have competition with thousands of other applicants, all vying for the same jobs
we are aspiring to get. Hence, we need to have a resume which will properly convey our strengths.
Building blocks of your resume are
(a) Results (b) Your character traits
(c) Your self-analysis (d) Your employment history
(e) Your list of references.
< Answer >
24. A memo is a written message designed to provide a quick, convenient way for personnel to
communicate with each other.
Which of the following is not a standard part of a memo?
(a) Heading (b) Salutation (c) Body (d) Authentication (e)
Date
< Answer >
25. 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 >
26. Which of the following criteria should all business and administrative messages fulfil?
(a) Messages should build in unanswered questions, to prompt readers to respond
(b) Messages should build momentum, with the best point being last
(c) Messages should build good will, presenting a positive image of the writer
(d) Messages should build respect by using formal and legalistic language
(e) Message should build sympathy by being emotional.
< Answer >
27. Regardless of whether the situation calls for appreciative, critical, discriminative, or active listening,
listening skills can be improved with conscious effort. A person engaged in ________ listening tries to
understand a speaker’s message in totality to interpret the meaning as precisely as possible.
(a) Comprehensive (b) Composite
(c) Complicated (d) Convex (e) Composed.
< Answer >
28. The communication between the interviewer and the respondent should be guided by certain ethical
guidelines. Which of the following do not come under the ethics of interviewing?
I. Do not make unrealistic promises.
II. Do not reveal confidential information.
III. Do not ask illegal questions.
IV. Do not ask personal questions.
(a) Only (II) above (b) Only (IV) above
(c) Both (I) and (II) above (d) (I), (II) and (III) above
(e) Both (III) and (IV) above.
< Answer >
29. Audience analysis is relatively easy when you are communicating with
(a) Strangers
(b) Co-workers
(c) Large groups of people
(d) Customers on a mailing list
(e) Your competitor’s customers
< Answer >
30. Sara is deciding whether to prepare a memo to announce a new procedure or to hold a staff meeting to
discuss how the new procedure should be implemented. Which segment of the communication process
is she involved in?
(a) Message encoding (b) Message transmission
(c) Idea formation (d) Message decoding (e) Message selection.
< Answer >
< Answer >
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31. Every message has its own purpose. Selection of message, media depends on the purpose of the
message. Which of the following statements about the purpose of a message is not true?
(a) A purpose should be specific enough to serve as a yardstick for judging the success of a message
(b) Purpose of the message unnecessarily restricts the scope of the report
(c) A purpose should be specific enough to guide you in writing your document.
(d) A clear-cut statement of purpose lets you focus on content and organization.
(e) A general-purpose statement is important in guiding development of a document.
32. The following sentence has missed a semicolon “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 rewritten?
(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 >
33. Conflicts are inevitable. Even the most amicable people get upset at times. Disagreements arise
because individuals see, hear, and interpret things differently. Which of the following is not a
recommended approach to manage a conflict?
(a) Collaborating (b) Compromising
(c) Articulating (d) Competing (e) Accommodating.
< Answer >
34. From the writer’s point of view, details that support a refusal are very important. If the supporting
details are understood and believed by the reader, the message may be readily accepted and a good
business relationship preserved. Which of the following statements is false regarding the explanation
portion of the bad-news message?
(a) It should question the reader's actions
(b) It should tell people only what they need to know
(c) It should use passive voice to reduce the harshness of the news
(d) It should use clear language and avoid technical jargon
(e) It should cite your reasons for saying "no."
< Answer >
35. While structuring the resume, never let your prospective reader out of sight. A resume that emphasizes
the compatibility of your qualifications and the prospective employers’ job requirements is more likely
to get a favorable response than one that highlights all your strong points but is of little use to the
employer.
What does a functional resume emphasize?
(a) A list of skills and accomplishments (b) Academic background
(c) Career objectives (d) Employment history
(e) References.
< Answer >
36. Imagine you are an 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 that makes the first impression. When it comes to paragraph length
(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 >
37. Visual aids help communicate the subject matter clearly. Imagine reading a paragraph of text
describing your company’s share of sales and your competitor’s share of sales per sales region. It
should 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. Visual aids thus clarify and simplify data. Which of the following bar
charts identify positive and negative values or winners and losers?
(a) Deviation (b) Paired (c) Histogram (d) Stacked (e)
Detailed.
< Answer >
38. Reports are business tools. By conveying information objectively from one organizational area to
another or from one institution to another, they assist in decision making and/or problem solving.
What are the most common ways of structuring analytical reports?
(a) Focusing on conclusions, recommendations, or logical arguments
(b) Focusing on neutral, positive, or negative points
< Answer >
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(c) Focusing on agreement or debate
(d) Focusing on strengths or weaknesses of the idea
(e) Focusing on threats and opportunities
39. 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 >
40. The style and purpose of an interview depend on its purpose and on the relationship between the two
parties involved. In a problem solving interview the flow of communication is always
(a) Informal (b) One way (c)
Vertical
(d) Two ways (e) Horizontal.
< Answer >
41. While you are making a presentation either oral or written you have to keep in mind two types of
audience, primary and other. The primary audience is made-up of
(a) All who receive it
(b) The decision makers or opinion leaders
(c) People with the highest status
(d) People who represent the majority
(e) Your employees.
< Answer >
42. 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. Which of the following is not a phase in the
communication process?
(a) The sender has an idea.
(b) The sender has a headache.
(c) The idea becomes a message.
(d) The message is transmitted.
(e) The receiver gets the message.
< Answer >
43. 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 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 >
44. Identify the sentence(s) that is/are grammatically correct and convey(s) the meaning clearly
I The first ice cream, eaten in China in about 2000 BC, was more lumpy than the modern era.
II The first ice cream, eaten in China in about 2000 BC, was more lumpy than the ice cream in the
modern era.
III The first ice cream, eaten in China in about 2000 BC, was more lumpy than that in the modern
era.
IV. Eaten in China in about 2000 BC, the first ice cream was more lumpy than the modern era.
(a) Only (I) above (b) Both (I) and (II) above
(c) Both (II) and (III) above (d) Both (III) and (IV) above
(e). Both (I) and (IV) above.
< Answer >
45. Conflicts are inevitable. Even the most amicable people get upset at times. Disagreements arise
because individuals see, hear, and interpret things differently. Which of the following is not a selforiented
role?
(a) Diverting (b) Attention seeking (c) Controlling
(d) Withdrawing (e) Harmonizing.
< Answer >
46. When strong appeals fail to do their work, the collection writer must take the only remaining course of
action that is “Pay now or face the consequences.”
In which of the following stages the statement is appropriate?
< Answer >
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(a) Reminder (b) Appeal (c) Repeal (d) Ultimatum (e)
Urgency
47. You have identified the position for which you would like to apply. You have prepared an effective
resume. The next step is to write a letter of application.
Which of the following is the successful outcome of an application letter?
(a) Personal interview (b) Preferential hiring list
(c) Quota system (d) Black list (e) Rejection letter.
< Answer >
48. Imagine you are a HR manager in a medium sized firm, which recently put out an advertisement for
sales representatives. After careful consideration you selected some candidates, for whom you have
sent interview letters. In that letter there will be various parts. Which of the following identifies the
recipient fully?
(a) The salutation (b) The signature block
(c) The inside address (d) The letterhead
(e) The outside address.
< Answer >
49. The only difficulty in creating the title page is to think of a good title. The major purpose of the title
page is to
(a) Add formality
(b) Provide information necessary to identify the report
(c) Tell who asked for the report and who will use it
(d) Give the title and date it is recorded
(e) Give a brief of the subject of the report.
< Answer >
50. Which of the following statements are true regarding compromising approach to the conflict
resolution?
I. A compromise is best when the goals of both parties are important but not worth pushing too
hard to achieve.
II. A compromise is best when you have to protect yourself against those who would take advantage
of a more cooperative approach.
III. A compromise is best when a quick solution is the need of the hour.
IV. A compromise is best when a long-term relationship between the parties is important.
(a) Both (I) and (II) above (b) Both (II) and (III) above
(c) Both (III) and (IV) above (d) Both (I) and (III) above
(e) All (I), (II), (III) and (IV) above.
< Answer >
51. Groups form to accomplish some objective. The objective may be to complete some kind of task or it
may be to strengthen interpersonal relationships between the group members. Unwritten rules that
govern the behavior of group members are referred to as
(a) Group maintenance roles (b) Parliamentary procedure
(c) Group norms (d) Robert's Rules
(e) Ethics code.
< Answer >
52. Which of the following can best link the various parts and ideas of oral presentations?
(a) Pauses of silence
(b) A blank page after the visuals for each part of the presentation
(c) A heading for every new part presented as a visual
(d) Transitional words and phrases
(e) Cartoons at the end of each part of the presentation.
< Answer >
53. Communication differs in different situations. We have to adapt ourselves to various situations to
communicate successfully. Hence, we can conclude that each communication situation is
(a) Unusual (b) Unique (c) Ubiquitous (d) Obsequious (e)
One-off.
< Answer >
54. 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. Which of the following
is not a form of Non-verbal communication?
I. Kinesics
II. Proxemics
III. Semantics
IV. Paralanguage
(a) Only (I) above (b) Only (III) above
< Answer >
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(c) Both (I) and (II) above (d) Both (II) and (IV) above
(e) Both (I) and (IV) above.
55. Writers use punctuation marks to help readers extract meaning from a sentence, in much the same way
that readers use pauses and voice inflection. Clarity is a primary consideration. Which of the
following sentences is correctly punctuated?
(a) Knowing that she was right; Cathy argued vigorously
(b) Knowing that she was right—Cathy argued vigorously
(c) Knowing that she was right. Cathy argued vigorously
(d) Knowing that she was right, Cathy argued vigorously
(e) Knowing that she was right Cathy argued vigorously.
< Answer >
56. When faced with a conflict, different people respond in different ways. One of them is ‘avoiding’ the
conflict—unwillingness to talk things out, pretending that a conflict does not exist. In which of the
following situations ‘avoiding’ is advisable?
I. When you need time to gather facts or think about a situation.
II. When you think delaying of the problem will solve the problem.
III. When you perceive that you have no chance of satisfying your concerns.
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (II) above (d) Both (I) and (III) above
(e) All (I), (II) and (III) above.
< Answer >
57. As in other persuasive letters, the primary purpose of a collection letter is to get action. A secondary
goal is to maintain a customer’s goodwill.
In the ultimatum stage of the collection series, the letter should be organized
(a) Deductively (b) Inductively (c)
Legally
(d) Graciously (e) Emotionally.
< Answer >
58. When you send an application letter to a company in response to an advertisement of an opening, or
upon learning about an opening from some other source, such an application is a solicited letter of
application. When you send a letter without knowing whether an opening actually exists, you are
sending an unsolicited application letter.
Fundamentally, in which of the following ways does a job application function?
(a) As a valuable suggestion (b) As a personal advertisement
(c) As a brief summary (d) As a discreet inquiry
(e) As a reminder.
< Answer >
59. Reports are business tools that convey information objectively from one organizational area to another
or from one institution to another. Which of the following sentences about reports is not true?
(a) A short report is meant to convey information in an efficient, compact format.
(b) An annual report is usually published once a year for shareholders as well as for
employers
(c) A recommendation report examines a situation and concludes with specific
recommendations
(d) A proposal is a report written to convince a reader that a need exists and that specific
action should be taken to remedy that need
(e) Both (a) and (b) above.
< Answer >
60. 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 >
61. Paralanguage has several component parts; voice qualities, voice qualifiers, voice characteristics and
vocal segregates. Which of the following is not one of the voice qualities?
(a) Volume (b) Rate of speech
(c) Rhythm (d) Pronunciation (e) Temporary variations in
pitch.
< Answer >
62. When the parties involved in a conflict want to work toward an amicable resolution, they must engage < Answer >
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in a communication process to decide what kind of a deal would be acceptable to both. In other words
they must negotiate to reach an agreement. Reconciling differences among group members through
meditation or by using humor to relieve tension refers to
(a) Initiating (b) Compromising
(c) Harmonizing (d) Diverting (e) Encouraging.
63. Groups form to accomplish some objectives. While achieving objectives, naturally there will be
conflicts among the group members. If you were the leader, and want to solve the conflicts in groups
you need to
(a) Be flexible
(b) Hold off dealing with minor problems until the conflict becomes major
(c) Avoid all conflict in the first place
(d) Encourage participants to repress their emotions about the situation
(e) Allow participants to settle the scores in the open.
< Answer >
64. Good organization is important to both the communicator and the audience because
I. It simplifies your communication task.
II. It saves your audience time.
III. It helps your audience to understand your message.
IV. It helps your audience to accept your message.
(a) Both (I) and (II) above
(b) Both (II) and (III) above
(c) Both (III) and (IV) above
(d) (I), (II) and (III) above
(e) All (I), (II), (III) and (IV) above.
< Answer >
65. While preparing a message to be transmitted the fundamental question to be asked is, is the message
understandable to the intended receiver? If your answer is yes you can proceed further with the
formulation of the message.
The process of selecting and formulating information to be transmitted in an understandable form, both
to the sender and receiver is known as
(a) Message selection
(b) Encoding
(c) Decoding
(d) Channel selection
(e) Feedback.
< Answer >
66. Communication in an organization can be divided into two types formal and informal. Since, human
interaction is involved in any organization; existence of informal communication is inevitable.
Successful managers practice _______ to tap into the informal communication channel.
(a) MWA (b) AIDA (c) MBWA (d) WBS (e)
WBA.
< Answer >
67. Which of the following sentences is/are correct?
I People who stay out of the sun, have usually better skin and fewer chances of skin cancer.
II People who usually stay out of the sun have better skin and fewer chances of skin cancer.
III People who stay out of the sun, usually have better skin and fewer chances of skin cancer.
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (II) above (d) Both (I) and (III) above
(e) Both (II) and (III) above
< Answer >
68. Which of the following is a good way to stimulate our audience’s interest and desire to respond
positively to our persuasive claim request?
(a) Remind them that their reputation will be in jeopardy if they do not grant our claim
(b) Reveal the consequences of other business that did not grant their customers’ claims
(c) Make your complaint emotionally hard-hitting so that the audience is persuaded to grant your
claim
(d) Appeal to their sense of goodwill and give them some positive reasons to grant our claim
(e) Offer them something in return for granting your claim.
< Answer >
69. 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.
Which of the following is an important ingredient, every collection letter should mention?
< Answer >
Page 9 of 19
(a) Data (b) Name (c) Date (d) Amount (e)
Subject.
70. The standard parts of a memo are
(a) Heading, body, verification and page identification
(b) Heading, body, authentication, and self identification
(c) Heading, body, authentication, and page identification
(d) Heading, context, authentication, and page identification
(e) Heading, subject, authentication and page identification.
< Answer >
71. While reports convey information objectively from one organizational area to another or from one
institution to another, they assist in decision making and/or problem solving. Which of the following
purposes do the proposals serve specifically?
(a) Ask for information and promise results
(b) Ask for project acceptance and promise outcomes
(c) Ask for business contacts and promise results
(d) Ask for project information and promise nothing
(e) Ask for project information and promise outcomes.
< Answer >
72. When business people speak of reports, they are, in general thinking of written, factual accounts that
objectively communicate information about some aspect of the business. Which of the following are
the two styles of reports?
(a) Persuasive and non-persuasive (b) Informational and anecdotal
(c) Formal and informal (d) Analytical and clear
(e) Analytical and anecdotal.
< Answer >
73. Once you have decided on the format, you can start formulating specific questions. Each question
must be so structured as to elicit just the information you want. Which of the following is a
hypothetical question?
(a) If I were to introduce five-day weeks, do you think the staff would be happy?
(b) If you knew you could not do this work, why did you take up the responsibility?
(c) Are you satisfied with my leadership?
(d) Why are you always late to office?
(e) Do you graduate from the college?
< Answer >
74. Positive nonverbal messages in the workplace are sent by maintaining direct but not prolonged eye
contact, expressing warmth with frequent smiles, conveying self-confidence with an erect stance, and
I. Saving time by arriving late and leaving meetings early.
II. Dressing comfortably in old clothes that make you feel good.
III. Being on time and using time judiciously.
IV. Answering all e-mail with "quick and tentative" messages.
(a) Only (I) above (b) Only (III) above
(c) Both (I) and (II) above (d) Both (II) and (IV) above
(e) Both (I) and (IV) above.
< Answer >
75. Which of the following are true regarding an adjustment-grant message?
I. It is a good-news letter lending itself to direct treatment.
II. It must overcome a negative customer experience.
III. It needs to regain lost confidence in the company's product or service.
IV. It needs to avoid use of negative words that recall the unpleasant situation the reader wrote about.
(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 >
76. An interview is a goal-oriented, interpersonal communication between an interviewer and a
respondent. While interview is going on sometimes interviewer needs 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 >
77. Which of the following statements is/are true regarding the informal channels of communication?
I. The informal channels of communication are also known as ‘grapevine’.
II The informal channels of communication are officially prescribed channels of communication.
III The informal channels of communication are the result of operation of social forces at work
place.
< Answer >
Page 10 of 19
(a) Only (I) above (b) Only (II) above
(c) Both (I) and (II) above (d) Both (I) and (III) above
(e) All (I), (II) and (III) above.
78. On their return, they____ amazing escape of the passengers
(a) Not only witnessed the sinking ship but the
(b) Not only witnessed the sinking ship, but the
(c) Did not only witness the sinking ship, but also the
(d) Witnessed not only the sinking ship but also the
(e) None of the above.
< Answer >
79. 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 competing 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 >
80. A memo is a written message designed to provide a quick convenient way for personnel to
communicate with each other. 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 >
81. 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 >
82. 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) Ask for repetition (b) Looking at the speaker
(c) Paying attention (d) Forming an early opinion (e) Asking
questions.
< Answer >
83 You are attending an interview for the position of an asst. manager in an MNC. After preliminary tests,
you are given a tricky situation/problem to solve, which typically comes to the position of an asst.
manager. Now you have to assume yourself as the asst. manager and solve the problem. In this
situation you are exposed to
(a) Structured interview (b) Stress interview
(c) Situational interview (d) Group interview (e) Open-ended interview.
< Answer >
84. Feedback is the receiver’s response to a message; it can take number of verbal and nonverbal forms.
Which of the following is not one of the examples of nonverbal feedback?
(a) Nodding one’s head
(b) Shrugging
(c) Smiling
(d) Using complex words
(e) Rolling one’s eyes.
< Answer >
85. Padmini was asked to prepare a six minute speech to inform for presenting before her sociology class
the following week. She followed carefully the advice she had been given on preparing speech
content. She analyzed the audience, gathered material. Inspite of her preparation, her audience did not
respond with interest or enthusiasm. On 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?
(a) Padmini did not put enough effort on putting attractive language
(b) Padmini did not aligned her nonverbal communication
(c) Padmini did not meet the emotional needs of the audience
(d) Padmini did not analyze the audience properly
(e) Padmini had an arrogant attitude.
< Answer >
Page 11 of 19
86. Communication is essential for the functioning of an organization. Everyday a vast amount of
information flows from managers to 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 oganization work efficiently since,less communication pass
through.
< Answer >
87. Regardless of your background, knowledge, or skill, each time you speak it is a different and unique
experience. The _______________ delivery is often referred as the “middle course”.
(a) Impromptu (b) Extemporaneous
(c) Manuscript (d) Memorized (e)
Pedagogy.
< Answer >
88. Which of the following statements is/are not true of the open-ended interview?
I. The interviewer poses broad questions and encourages the applicant to talk freely.
II. The open-ended interview is good for bringing out an applicant's personality and is used to test
professional judgment.
III. In an open-ended interview, a candidate should reveal a great deal about personal or family
problems.
IV. In an open-ended interview the interviewer cannot control the responses of the interviewee.
(a) Only (I) above (b) Only (III) above
(c) Both (I) and (II) above (d) Both (I) and (IV) above
(e) Both (II) and (IV) above.
< Answer >
89. Due to some unavoidable circumstances, you have to refuse a request of one of your existing
customers.
Which of the following additional challenges does a communicator face when conveying bad news to
existing or potential customers?
(a) The challenge of conveying more bad news in the future
(b) The challenge of facing the customer in person
(c) The challenge of explaining the bad news to the customer
(d) The challenge of making a resale or creating opportunities for future sales inspite of the bad news
(e) The challenge of facing the customer’s reference groups.
< Answer >
90. Every presentation has its own objectives. Suppose, you are a marketing executive selling credit cards
of XYZ-bank. While speaking to a gathering of people to whom you are planning to sell your credit
card, you are explaining the benefits of your bank’s credit card over other credit cards. Which of these
presentations motivate your audience to buy your credit cards?
(a) Persuasive (b) Informative (c) Goodwill (d) Monologue (e) Routine.
< Answer >
91. Sometimes some members of a group have a better social standing or are better qualified than the
others. Which of the following of the 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 >
92. 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.”
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 >
93. 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 “my” position;
we already know what others have to say and how we are coming through? Which of the following
< Answer >
Page 12 of 19
barriers are we encountering?
(a) Selective perception
(b) Prejudice
(c) Preoccupation
(d) Stereotyping
(e) Egocentrism.
94. Communication is essential for the functioning of an organization. Every day a vast amount of
information flows from managers to employees, employees to managers, and from employees to
employees. Apart from this internal communication, a considerable amount of information is also
carried in and out of the organization.
Different situations call for different messages and different channels to transmit messages. Every
channel has its own advantages and disadvantages.
In which of the following situations a written message is most suitable?
(a) When the message is detailed, complex, and requires careful planning
(b) When there is no need to have a permanent record
(c) When there is a need to overcome time-zone barriers
(d) When there is a need to have immediate feedback from the audience
(e) When the content of the message is not important.
< Answer >
95. Regardless of your background, knowledge, or skill, each time you speak it is a different and unique
experience. Which of the following ways of speaking calls for the speech to be researched, outlined,
practiced, and delivered in a conversational manner?
(a) Speaking from a manuscript (b) Speaking from memory
(c) Extemporaneous delivery (d) Impromptu delivery
(e) Speaking from a screen.
< Answer >
96. 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 >
97. If I _______, I would exchange that typewriter for a personal computer
(a) Was her (b) Were her (c) Were she (d) Was she (e) Was
herself
< Answer >
98. Communication researchers have found that nonverbal signals have more impact in conveying
meaning than verbal content. In fact nonverbal behavior is so important to effective business
communication that many companies are now trying to train their employees to understand it. Why has
touching become controversial in business environments?
(a) Because touching brings discomfort
(b) Because touching can be interpreted as sexual harassment at times
(c) Because any kind of touching is prohibited in business environments
(d) Because touching demonstrates intimacy
(e) Because touching can be dangerous at times.
< Answer >
99. You have ordered for 10,000 calculators from X-Ltd. As first installment, you have received 500
calculators. You found out that they are not of required specification. Despite showing evidence, the
supplier is not willing to take them back. Hence, you have decided to cancel the order. Cancellation of
orders should be preferably made by
(a) Telephone (b) Telegram (c) Letter
(d) Teleconferencing (e) E-mail.
< Answer >
100. Every business message has a purpose to achieve. To know whether the message has achieved its
purpose or not, we need to properly check it. A good way to test the thoroughness of your business
message is to check it for
(a) A main idea (b) A purpose
(c) The who, what, when, where, why, and how (d) Accuracy
(e) Grammatical correctness.
< Answer >
Page 13 of 19
END OF QUESTION PAPER
Page 14 of 19
Suggested Answers
Business Communication (MB121): July 2005
1. Answer : (a)
Reason : Reason: A glossary is an alphabetical list of definitions. Such a list is particularly useful if you are
addressing a multiple audience that includes readers who will not be familiar with the technical
vocabulary used in your report. Hence, option (a) is correct.
< TOP >
2. Answer : (d)
Reason: Conversational casual listening occurs during social and spontaneous interaction with one or more
persons. Hence, option (d) is correct.
< TOP >
3. Answer : (c)
Reason : The thing comes under stating the purpose. Hence, option (c) is correct.
< TOP >
4. Answer : (c)
Reason : Tone is not a characteristic of an effectively designed business document. Hence, option (c) is correct
< TOP >
5. Answer : (b)
Reason : The ability to experience from the other persons perspective is called the empathy.
< TOP >
6. Answer : (e)
Reason : All the options will help to improve non verbal communication
< TOP >
7. Answer : (a)
Reason : The typical paragraph contains these three basic elements: a topic sentence, related sentences
developing the topic, and transitional words and phrases. Hence, option (a) is correct.
< TOP >
8. Answer : (b)
Reason : Only sentence III sates the subject clearly. Hence, option (b) is correct.
< TOP >
9. Answer : (b)
Reason : The effect of delivering bad news on the individual i.e, the communicator is not a key question to be
answered while delivering bad news.
< TOP >
10. Answer : (d)
Reason : It could limit your options by labeling you as being interested in one thing.
< TOP >
11. Answer : (a)
Reason : Such memos should be written deductively because the reader has asked for the ideas and suggestions.
12. Answer : (b )
Reason : If you have to compare more than one quantity over time multiple-range bar charts are useful.
13. Answer : (b)
Reason : Tables are ideal when the audience needs facts that would be difficult or tedious to handle in the main
text.
14. Answer : (b)
Reason: Periodic report memos-monthly cost control reports, quarterly sales reports – are submitted at regular
intervals. Since these memos are written frequently, they are designed and preprinted so that the writer
can complete them quickly. Hence, option (b) is correct.
< TOP >
15. Answer : (c)
Reason : The options (a) Prejudices, (b) Preoccupation with other matters, (d) A casual attitude, (e) Egocentrism
are all attitudinal barriers but (c) unclear and unspecific message is not the attitudinal barrier but barriers
have come because of speaker characteristics. Hence, option (c) is correct.
< TOP >
16. Answer : (e)
Reason : All the given points are covered in the meeting. Hence, option (e) is correct.
< TOP >
17. Answer : (a)
Reason : The factors affecting the quality of the report are covered in the limitations part of introduction. Hence,
option (a) is correct
< TOP >
18. Answer : (d)
Reason : Face-to-face conversation is the ‘richest’ communication medium as it saves time, has the ability to
convey the message accurately, and provides for immediate feedback.
< TOP >
19. Answer : (b)
Reason : Closed body position indicates the defensive position.
< TOP >
20. Answer : (e)
Reason : All of the options, illogical, confusing, modifiers that do not clearly modify a specific word, are true
< TOP >
Page 15 of 19
about the dangling modifier. Hence option (e) is correct.
21. Answer : (b)
Reason : To increase her listening involvement, Sandy should lean forward and maintain eye contact with the
speaker. Hence, option (b) is correct.
< TOP >
22. Answer : (b)
Reason : The bad news message contains a buffer, positive close, reasons for refusal and diplomatic tone in
refusal statement but not the direct statement about the central message.
< TOP >
23. Answer : (d)
Reason : The building blocks of a resume are our employment history.
< TOP >
24. Answer : (b)
Reason : A salutation is not a standard part of memo. A memo has the standard parts like, heading, body,,
authentication and date.
25. Answer : (a)
Reason : Simple bar charts are used to compare differences in quantities by lengths of the bars.
26. Answer : (c)
Reason: The objective of the business message is, the messages should build good will, presenting a positive image
of the writer. Hence, option (c) is correct.
< TOP >
27. Answer : (a)
Reason : To understand in totality one has to listen comprehensively. Hence, option (a) is correct.
< TOP >
28. Answer : (b)
Reason : The communication between the interviewer and the respondent should be guided by certain ethical
guidelines. Except option (iv) all the remaining options come under ethics of interviewing. Hence,
option (d) is correct.
< TOP >
29. Answer : (b)
Reason : Audience analysis is relatively easy when communicating with coworkers. Hence, option (b) is correct
< TOP >
30. Answer : (b)
Reason : Sara is involved in transmission of message.
< TOP >
31. Answer : (b)
Reason : The purpose does not restrict the scope of the report.
< TOP >
32. Answer : (d)
Reason : This year the company has not declared a bonus; the workers are very unhappy about it is the correct
sentence where semicolon is properly used. Hence, option (d) is correct.
< TOP >
33 Answer : (c)
Reason : Articulating is not a recommended approach to manage a conflict. Hence, option (c) is correct.
< TOP >
34. Answer : (a)
Reason : The explanation part of the bad news message should not question the actions of the reader.
< TOP >
35. Answer : (a)
Reason : A functional résumé emphasizes skills and accomplishments rather than employment history
< TOP >
36. Answer : (d)
Reason : One-sentence paragraphs should be used only occasionally, for emphasis.
37. Answer : ( a)
Reason : Deviation bar charts identify positive and negative values or winners and losers.
38. Answer : (a)
Reason:. The most common way of writing analytical reports is focusing on conclusions, recommendations, or
logical arguments. Hence, option (a) is correct.
< TOP >
39. Answer : (c)
Reason : Determination-making sure your viewpoint prevails would not help to resolve the conflict. Hence,
option (c) is correct.
< TOP >
40. Answer : (d)
Reason : Since problem solving requires talking openly about the problem by the receiver and suggestions from
the counselor. Hence, two way communications is required.
< TOP >
41. Answer : (b)
Reason : The decision makers or opinion leaders constitute the primary audience of a message. Hence, option (b)
is correct
< TOP >
42. Answer : (b) < TOP >
Page 16 of 19
Reason : : Headache is by no means a phase in the communication process
43. Answer : (b)
Reason : The example is described by the vocal characteristics, a component of paralanguage.
< TOP >
44. Answer : (c)
Reason : The two sentences II and III are grammatically correct. Hence, option (c) is correct.
< TOP >
45. 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 >
46. Answer : (d)
Reason : Such a statement is made in the ultimatum stage.
< TOP >
47. Answer : (a)
Reason : Successful outcome of the application letter is the call for the personal interview.
< TOP >
48. Answer : (c)
Reason : The inside address identifies the recipient fully with name, position, and address
49. Answer : (b)
Reason:. The title page should provide information necessary to identify the report. Hence, option (b) is correct.
< TOP >
50. Answer : (d)
Reason : A compromise is best when the goals of both parties are important but not worth pushing too hard to
achieve; A compromise is best when a quick solution is the need of the hour. Hence, option (d) is
correct.
< TOP >
51. Answer : (c)
Reason : Unwritten rules that govern the behavior of group members are referred to as group norms. Hence,
option (C) is correct.
< TOP >
52. Answer : (d)
Reason : A heading for every new part is a good visual clue; but since the presentation is oral, transitional words
and phrases are required to link its various parts. Hence, option (d) is correct
< TOP >
53. Answer : (b)
Reason : Each situation is unique in the way in which each human being and each moment is unique.
< TOP >
54. Answer : (b)
Reason: The meaning or the interpretation of a word, sentence, or other language form is termed as Semantics.
Hence it is not a form of Non-verbal communication. Hence, option (b) is correct.
< TOP >
55. Answer : (d)
Reason : Knowing that she was right, Cathy argued vigorously is correctly punctuated. Hence, option (d) is
correct.
< TOP >
56. Answer : (d)
Reason : Generally all the people do not respond to conflict in a uniform way. Different people use different
techniques to handle conflict. One of the techniques is avoiding-—unwillingness to talk things out,
pretending that a conflict does not exist, is advisable when you need time to gather facts or think about a
situation and when you perceive that you have no chance of satisfying your concerns. Hence, option (d)
is correct.
< TOP >
57. Answer : (a)
Reason : Sometimes bad news is appropriately placed in the first sentence. Later in the collection series, nothing
has worked. At this stage a deductive letter might achieve the desired result.
< TOP >
58. Answer : (b)
Reason : Job application letter is like a persuasive letter. It is used to market or sell one’s abilities to the
recruiter.
< TOP >
59. Answer : (b)
Reason : Annual report is published once in a year for outsiders but not for the employer.
60. Answer : (b )
Reason : Selecting the format, style, and organization of the report according to your needs is not true of a
business report
61. Answer : (e)
Reason : Temporary variations in pitch is not one of the voice qualities. Hence, option (e) is correct
< TOP >
62. Answer : (c)
Reason: Reconciling differences among group members through meditation or by using humor to relieve tension
refers to harmonizing. Option (c) is correct
< TOP >
Page 17 of 19
63. Answer : (a)
Reason : A flexible approach helps in resolving conflicts in groups. Hence, option (a) is correct.
< TOP >
64. Answer : (e)
Reason : All the statements are correct. Hence, option (e) is correct
< TOP >
65. Answer : (b)
Reason : The process that helps the sender to put his idea into understandable signals to enable the receiver’s
easy understanding is called as Encoding
< TOP >
66. Answer : (c)
Reason : MBWA stands for Management By Walking Around. The other abbreviations are not related to
management. Hence, option (c) is correct.
< TOP >
67. Answer : (e)
Reason : In sentences II and III ‘usually’ modify either the clause that precedes it or the clause that follows it.
Hence, option (e) is correct.
< TOP >
68. Answer : (d)
Reason : The best way to make our audience respond to our claim positively is to appeal to their sense of
goodwill and give them some positive reasons to grant our claim.
< TOP >
69. Answer : (d)
Reason : Since collection letter is for reminding the client about the amount to be paid, it should contain the
amount to be paid by the client.
< TOP >
70. Answer : (c)
Reason : The standard memo parts are heading, body, authentication, and page identification.
< TOP >
71. Answer : (b)
Reason : The reports generally provide information but proposals submit a project report, ask for acceptance, and
promise a specific outcome.
72. Answer : (c)
Reason : The two styles of reports are formal and informal. Hence, option (c) is correct
< TOP >
73. Answer : (a)
Reason : Hypothetical question asks the respondent to imagine a situation. Hence, option (a) is the correct
answer.
< TOP >
74. Answer : (b)
Reason : 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
being on time and using time judiciously.
< TOP >
75. Answer : (e)
Reason: All of the above are true about an adjustment-grant message. Hence, option (e) is correct.
< TOP >
76. 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. Hence, option (b) is
correct.
< TOP >
77. Answer : (d)
Reason : Informal channels unlike formal channels are not officially prescribed channels, they are the result of
operation of social forces at work place and they are also known as ‘grapevine’. Hence, option (d) is
correct.
< TOP >
78. Answer : (d)
Reason : Only option (D) places the modifier “only” in the appropriate position and used correlative
conjunctions. Hence, option (d) is correct.
< TOP >
79. Answer : (c)
Reason : The "Work Experience" section usually dominates a chronological résumé that two in a reverse order.
< TOP >
80. Answer : (d)
Reason : A good memo sticks to a single topic.
< TOP >
81. Answer : (d )
Reason : Audit report is most standardized form of all reports.
82. Answer : (d)
Reason: Reason: Forming an early opinion is detrimental for the effective listening. Hence, option (d) is correct.
< TOP >
83. Answer : (c)
Reason : Situational interview requires candidate to do the work required by the position. Hence, option (c) is
< TOP >
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< TOP OF THE DOCUMENT >
correct.
84. Answer : (d)
Reason : Using complex words is not one of the examples of nonverbal feedback. Hence, option (d) is correct.
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85. Answer : (b)
Reason : Padmini did not aligned her nonverbal communication properly. Hence, she was not able to convince
the audience.
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86. 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.
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87. Answer : (b)
Reason : The extemporaneous delivery is often referred as “middle course”. Hence option (b) is correct.
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88. Answer : (b)
Reason : In the open-ended interview the interviewee need not reveal personal and family problems. Hence,
option (b) is correct.
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89. Answer : (d)
Reason : The additional challenge is to make the existing customer convinced about the bad news so that the
present bad news does not hurt the future selling.
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90. Answer : (a)
Reason : : Persuasive presentations motivate the audience to act or to believe.
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91. Answer : (c)
Reason : Status of the members determines the manner in which they interact with each other. Hence, option (c)
is correct.
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92. Answer : (c)
Reason : 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.
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93. Answer : (e)
Reason : We are encountering the barrier called egocentrism.
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94. Answer : (a)
Reason : When the message is detailed, complex and requires careful planning a written message is the most
suitable.
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95. Answer : (c)
Reason : Extemporaneous delivery calls for the speech to be researched, outlined, practiced, and delivered in a
conversational manner. Hence, option (c) correct.
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96. 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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97. Answer : (b)
Reason : If traditionally takes the plural verb ‘were’. The object of a verb always takes the objective case;
therefore ‘her’ should be used instead of ‘she’. Hence, option (b) is correct.
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98. Answer : (b)
Reason : Touching became controversial in business environment, because touching can be interpreted as sexual
harassment at times. Hence, option (b) is correct.
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99. Answer : (c)
Reason : Cancellation of the orders must be made through letters.
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100. Answer : (c)
Reason : A good way to test the thoroughness of your business message is to check it for who, what, when,
where, why, and how of the message. Hence, option (c) is correct.
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