business Communication (MB121) : October 2005

business Communication (MB121) : October 2005

• Answer all questions.
• Each question carries one mark.
1.
“The top staff in the organization may think that they always inform their subordinates in advance aboutchange, but only about half of their subordinates may agree that their bosses communicate in advanceabout change.” Which of the following best describes the difference?
(a) Perception (b) Empathy
(c) Grapevine (d) Vertical information flow
(e) Horizontal information flow.
2.
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 rise
(d) When you pay your rent by the first of each month, you will maintain an excellent credit reputation
(e) Because we value your goodwill, we have taken these steps to ensure your satisfaction.
3.
Listening is not a spontaneous process; it involves effort on the part of the listener. The effort involvesfighting against many barriers, which will distract the listener from listening effectively. To improveone’s listening skills, the person must _______ too quickly as this will hinder one’s ability to beobjective.
(a) Avoid forming an opinion
(b) Avoid working at the speaker
(c) Avoid paying attention
(d) Avoid being receptive
(e) Avoid matching the speaker’s dress.
4.
The approach one adopts during the time of crisis, contributes a lot to the process of resolving theconflict. The important factor, which helps a lot in resolving the conflict is flow of communication.Which of the following will not help an organization communicate effectively during a crisis?
(a) Being sure not to ignore the impact of a crisis on employees
(b) Handling the crisis with candor and honesty
(c) Assuming a defensive posture
(d) Letting the public relations department help management plan for and respond to crisis
(e) Hammer down the symptoms of the problem.
5.
Once you have decided on the format, you can start formulating specific questions. Each question mustbe so structured as to elicit just the information you want. “Are you familiar with our policy onplagiarism?” What kind of question is this?
I. Directive interview. II. Close-ended. III. Open-ended.
(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.
6.
Groups are formed to accomplish some objectives. The objective may be to complete some kind of taskor it may be to strengthen interpersonal relationships among the group members. Which of thefollowing factors in group communication aims at achieving task goals, while at the same timemaintaining interpersonal relationships in the group?
(a) Size of the group (b) Leadership
(c) Perception and self-concept (d) Longevity (e) Status.
7.
To make the audience convinced regarding your message, first you have to gain credibility. Tocommunicatecredibilitytoyouraudienceyoushould
< Answer >
< Answer >
< Answer >
< Answer > < Answer >
< Answer >
< Answer >
1
communicate credibility to your audience, you should
(a) Impress them with a long list of your accomplishments
(b) Be modest and deferential
(c) Show that you are confident and that you believe in yourself and in your message
(d) Use hedge words ("maybe," "perhaps") to demonstrate your knowledge that no issue is fully cut and dried
(e) Profusely praise them.
8.
You are working in a large multinational company as an MIS manager. While making changes to theexisting system, you required some information from the finance manager. In which of the followingways do you request for the information?
(a) By always using the indirect approach
(b) By writing a memo or e-mail
(c) Write a letter maintaining a formal style and tone
(d) By using your influence in the company
(e) By letting your superior order your colleague to supply the information.
9.
The importance of effective bad-news communication is illustrated by the story of a man who carried inhis coat pocket a job-refusal letter he had received from a company some years ago. He wouldfrequently 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 couldnot hire me.”
Taking the indirect approach in a bad-news message provides the following advantages, except
(a) It eases the audience into your message by explaining your reasons before delivering the bad news
(b) It increases your chances of gaining audience acceptance of the bad news
(c) It makes a shorter message possible
(d) It prepares the reader gradually for the bad news
(e) It de-emphasizes the negative.
10.
All business messages are essentially persuasive messages. After all, writers convey messages with theaim of persuading readers to their point of view. In this light, AIDA stands for
(a) Attention, Interest, Deceive, Action
(b) Attraction, Interrogation, Decipher, Action
(c) Attention, Interest, Desire, Action
(d) Attraction, Intuition, Demand, Allocation
(e) Allow, Interact, Defect, Arrange.
11.
A solicited application letter usually opens
(a) By mentioning the name of a person known to and highly respected by the reader
(b) By showing how your work skills could benefit the organization
(c) By describing your understanding of the job's requirements and telling how your qualifications fit for the job
(d) By identifying the publication in which the ad ran and describing what you have to offer
(e) By mentioning the name of a person who is in good position within the organization.
12.
When business people speak of reports, they are, in general, thinking of written, factual accounts thatobjectively communicate information about some aspect of the business. A report investigatingdifferences in patterns of swimsuit sales in different climatic regions would be subdivided on the basisof
(a) Time (b) Hypotheses (c) Quantity (d) Place (e) Factors.
13.
Reports are business tools that convey information objectively from one organizational area to anotheror from one institution to another. Which of the following sentences about reports is not true?
I. A short report is meant to convey information in an efficient, compact format.
II. An annual report is usually published once a year for shareholders as well as for employers.
III. A recommendation report examines a situation and concludes with specific recommendations.
(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.
14.
When we hear, we only perceive sounds, but when welisten, this hearing is accompanied by adeliberate and purposeful act of the mind. While listening, if we think, we must defend our position; we
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
2
already know what others have to say and how we are coming through? Which of the following barriersare we encountering?
(a) Selective perception (b) Prejudice
(c) Preoccupation (d) Stereotyping (e) Egocentrism.
15.
Your friend has started a new organization. He is encountering some labor problems. You are apersonnel management specialist and have several years of experience in the personnel department of alarge conglomerate. Your friend calls you over to his office to discuss his problems. In the course ofthe conversation, you give him some ideas about how he could solve his problems. He finds your ideasinnovative 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 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.
16.
Listening is the most frequent, perhaps the most important type of on-the-job communication. Listeninginvolves various steps. Which of the following is the first step?
(a) Physically receiving the message (b) Interpreting the message
(c) Evaluating the message (d) Encoding the message
(e) Deciding whether to listen or not.
17.
When faced with a conflict, different people respond in different ways. One of them is ‘avoiding’ theconflict—unwillingness to talk things out, pretending that a conflict does not exist. In which of thefollowing 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) Only (III) above
(d) Both (I) and (III) above
(e) All (I), (II) and (III) above.
18.
An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.The style and structure of an interview depends on its purpose and on the relationship between the twoparties involved. Which of the following kinds of interview judges candidates' interpersonal skills?
(a) Group interviews
(b) Stress interviews
(c) Video interviews
(d) Open-ended interviews
(e) Problem-solving interview.
19.
Sometimes some members of a group have a better social standing or are better qualified than theothers. Which of the following determines the manner in which members interact with each other?
(a) Size of the group (b) Leadership
(c) Status (d) Longevity (e) Perception and self-concept.
20.
The composition process may be viewed as ten separate stages that fall into three simple categories:planning, composing, and revising. The "composition" stage includes
(a) Checking to see if your purpose is realistic and acceptable, if the timing is right, and if the right person is delivering the message
(b) Defining your purpose, analyzing your audience, establishing a main idea, and selecting the channel and the medium
(c) Organizing and formulating the message
(d) Editing and rewriting the message, then producing and proofing the message < Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
3
(e) Finalizing the message.
21.
A claim letter is a request for an adjustment. When writers ask for something to which they think theyare entitled, the letter is called a claim letter. When writing a claim letter, the best way to begin is by
(a) Complimenting the company for past service
(b) Providing a detailed description of the faulty merchandise
(c) Stating the problem clearly and specifically
(d) Threatening legal action if you do not receive a favorable adjustment
(e) Announcing your decision to dissociate yourself from the company.
22.
As in other persuasive letters, the primary purpose of a collection letter is to get action. A secondarygoal 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.
23.
Suppose, you have approached a local industry to persuade them to provide funds for a school to beconstructed for the poor kids in the locality. How do you stimulate the owner of the local industry torespond positively to your request?
(a) Remind them that their reputation will be in jeopardy if they don't honor your request
(b) Reveal the consequences of other businesses that did not honor similar request
(c) Make your complaint emotionally hard-hitting so that the audience is persuaded to honor your request
(d) Appeal to their sense of goodwill and give them some positive reasons to honor your request
(e) Offer them something in return for honoring your request.
24.
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.
25.
The “elements” of a report refer to those components that are usually included in a formal businessreport. Which of the following is the name of the element that introduces the purpose and content of thereport 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.
26.
If someone asks you which way the MD’s room is, you may simply point down the corridor. You maypraise your friend’s new dress while your face shows absolute dismay or you may use your hands toindicate the monstrous proportion of your ego. Which aspect of communication is explained by yourpointing 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.
27.
Sometimes two identical verbal messages may communicate entirely different meanings when the tone ofvoice is different. Rhythm, pronunciation and enunciation are all considered parts of
(a) Voice quantifiers (b) Voice qualifiers
(c) Vocal characteristics (d) Vocal segregates (e) Postures.
28.
Which of the following can the speaker do to answer the questions like, “Are the listeners payingattention? Do the listeners look interested? Do the listeners look confused? Are the listeners bored?”
(a) Be clear (b) Utilize feedback
(c) Be interesting (d) Adjust speech delivery (e) Empathize.
29.
When conflicts focus on faultfinding and fixing blame, they can cause frustration and stress. However,a great deal depends on how the conflict is handled. Which of these is nota strategy for defusing and
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
4
redefining a conflict?
(a) Make sure everyone hears the same message
(b) Separate the main issue from personal feelings
(c) Settle for nothing less than 100%
(d) Allow for cool down time before resolution
(e) Refrain from making personal attacks.
30.
While attending an interview, a great deal of preparation is needed. The following tips will help youprepare for a job interview except
(a) Anticipate questions and prepare answers in advance
(b) Tape-record your answers and then listen to see if they sound clear and convincing
(c) Memorize your responses to anticipated questions
(d) Have a friend conduct a mock interview using anticipated questions
(e) Go through the subject related books.
31.
To communicate your purpose effectively, you need to understand the audience. Which of the following questions is least likely to help you analyze your audience?
(a) What channel is most cost efficient?
(b) How will the reader use the document?
(c) What will the reader’s initial reaction be to the message?
(d) How much information does your reader need?
(e) What is the educational level of your audience?
32.
Many abbreviations form part of the business communication. Which of the following stands for LOCin business communication?
(a) Line of control (b) Letter of credit
(c) Law of control (d) Letter of communication
(e) Letter of contempt.
33.
Recently, you have received a claim from one of your customers. After careful consideration, you feltthat the claim is genuine and hence, decided to honor it. Subsequently, you have decided to write areply letter to your customer. Since, it is a positive message, you have to present the main idea
(a) In the first sentence of the middle paragraph
(b) At the end of the middle paragraph
(c) Right at the beginning of the letter
(d) In the last sentence of the letter
(e) In the penultimate sentence of the letter.
34.
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 needs 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”.
35.
After you have carefully weighed all the options that are open to you, the next important step isplanning your resume. Remember, your resume will probably be vying for the employer’s attentionwith 100 or 200 other resumes, perhaps more.
Which of the following sections usually dominates a chronological résumé?
(a) The "Education" section
(b) The "Career Summary" section
(c) The "Work Experience" section
(d) The "Skills and Accomplishments" section
(e) The “Achievements Section”.
36.
A memo is a written message designed to provide a quick convenient way for personnel tocommunicate 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
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
5
(c) Use a formal, businesslike tone
(d) Stick to a single topic
(e) Use flowery language.
37.
The proposal is a variation of problem-solving reports. A proposal is a document prepared to describehow one organization can meet the needs of another.
Solicitation or invitation to bid on a contract is called
(a) A request for proposal (RFP) (b) An internal report
(c) An informational report (d) A routine report (e) A goodwill message.
38.
Your senses receive lots of information, either intentionally or unintentionally. You do not detecteverything in your sensory world because
I. Your senses are limited.
II. Your mental alertness is not always keen.
III. You tune out some of it.
(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.
39.
The unspoken part (nonverbal) of communication always accompanies the verbal part. The unspokenpart of the communication conveys myriad meanings. Which type of nonverbal communicationsuggests that people have been accepted and will be allowed to offer new ideas?
(a) Open body position (b) Closed body position
(c) Defensive body position (d) Aggressive body position
(e) Monotonous body position.
40.
Listening is the most frequent, perhaps the most important type of on-the-job communication.Listening that occurs in informal business settings such as the company cafeteria is
(a) Illegal (b) Formal (c) Rude (d) Casual (e) Legitimate.
41.
Researches have shown that group decision-making follows a predictable pattern. Aubrey Fisheridentified four stages in group problem solving. What are these stages (in order)?
(a) The orientation stage, the emergence stage, the conflict stage and the reinforcement stage
(b) The orientation stage, the conflict stage, the reinforcement stage and the emergence stage
(c) The emergence stage, the orientation stage, the conflict stage and the reinforcement stage
(d) The emergence stage, the orientation stage, the reinforcement stage and the conflict stage
(e) The orientation stage, the conflict stage, the emergence stage and the reinforcement stage.
42.
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.
43.
In which of the following situations would the boss be considered both a primary audience and aninitial audience?
I. You compile sales figures from the last three fiscal years to use as evidence in a report designed to convince your boss, a production supervisor, that a radical new marketing plan is needed.
II. Your boss asks you to compile sales figures for the last fiscal year so she can send them on to her boss, who needs the information to prepare himself for an upcoming board meeting.
III. You write a proposal to your boss suggesting a new promotional idea in hopes that she will like it enough to pass it on to the division chief, who has the power to implement a new plan.
IV. Your boss asks you to compile sales figures and put them in an informative report so she can decide if your new marketing strategies have paid off and should be continued.
(a) Only (I) above (b) Only (IV) above
(c) Both (I) and (II) above (d) Both (II) and (III) above
< Answer >
< Answer > < Answer >
< Answer >
< Answer >
< Answer >
< Answer >
6
(e) Both (I) and (III) above.
44.
In job application letter it is customary to quote one or two references. These references enhance ourcredibility. Letters requesting a personal reference usually
I. Are common when the prior work relationship was informal.
II. Takes an indirect approach.
III. Usually has two primary purposes.
IV. Are followed by e-mail conversations.
(a) Only (I) above (b) Only (II) above
(c) Only (III) above (d) Both (II) and (III) above
(e) All (I), (II), (III) and (IV) above.
45.
How one presents the information decides the success or failure of the message. Sometimes a harshmessage may be presented in such a way that the impact of the message is lessened.
If you are sending an informative message to employees about policy statements or procedural changes
(a) You can assume that employees will have a neutral response
(b) You should use the indirect approach
(c) You should use the body of the message to highlight how the policy or procedure will benefit the readers
(d) You should describe the circumstances leading to the changes
(e) You should not consider the readers’ reaction.
46.
Which of the following is not a common fault responsible for most of the organizational problems inbusiness messages?
(a) The writer includes irrelevant material
(b) The writer gets to the point very soon
(c) The writer presents ideas in illogical order
(d) The writer leaves out necessary information
(e) The writer gives an unnecessarily long introduction of himself or herself.
47.
Before you actually start structuring your resume, it would be a good idea to take inventory of all theinformation you actually want to include. The format, content and style of your resume will depend onyour 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”.
48.
Imagine you are a HR manager in a medium sized firm, which recently put out an advertisement forsales representatives. The company needs three people. You get nearly 500 application letters. Afterall, it is the appearance that makes the first impression.
Where is the signature block in the commercial letter placed?
(a) Double space below the body
(b) Double space below the salutation
(c) Four spaces below the complimentary close
(d) Double space below the inside address
(e) Four spaces below the dateline.
49.
Informal communication increases when official channels are closed or when the organization facesperiods of change, excitement, or anxiety. Instead of trying to eliminate the grapevine, sophisticatedcompanies minimize its importance by making certain that the official word gets out. But, someexecutives are wary of informal communication channels, possibly because they
(a) Fear the spread of misinformation
(b) Believe only formal channels are efficient carriers of information
(c) Object to casual conversations on company time
(d) Fear a loss of their control over the flow of information
(e) Don’t know the advantages of informal communication.
50.
When you check the critic’s feelings, you identify the emotions that the critic seems to be expressingverballyornonverballyWhichofthefollowingisnotapurposeofcheckingfeelings?
< Answer >
< Answer >
< Answer > < Answer >
< Answer > < Answer > < Answer >
7
verbally or nonverbally. Which of the following is not a purpose of checking feelings?
I. To understand the critic’s emotions.
II. To understand the critic’s point of view.
III. To determine the importance of the criticism for the critic.
IV. To understand the unspoken ideas and feelings that may actually be more important than the voiced criticism.
(a) Only (I) above (b) Only (II) above (c) Both (I) and (III) above
(d) Both (III) and (IV) above (e) Both (I) and (IV) above.
51.
There are many barriers, which impede the listening process. Many people are poor listeners, becausethey are overly concerned with themselves. This concern, a barrier to listening is termed as
(a) Casual attitude (b) Preoccupation
(c) Prejudice (d) Discriminative listening (e) Egocentrism.
52.
Conflicts are inevitable. Even the most amicable people get upset at times. Disagreements arisebecause individuals see, hear, and interpret things differently. Which of the following is/are potentialsources of conflict?
I. Competition for scarce resources.
II. Poor communication.
III. Power struggles.
(a) Only (I) above (b) Only (II) above
(c) Only (III) above (d) Both (I) and (II) above
(e) All (I), (II) and (III) above.
53.
The success of a meeting depends on the ability of each individual member of a group to communicatewith the rest of the group as a whole. When conducting a meeting
(a) If some people are too quiet, leave them alone; they probably have nothing to contribute
(b) If some people dominate the conversation, let them do so, since they are probably the most knowledgeable attendees
(c) Try to simply act as an observer, and let the meeting "run itself"
(d) Don’t let anyone speak for more time than they are supposed to
(e) None of the above.
54.
Regardless of your background, knowledge, or skill, each time you speak it is a different and uniqueexperience. The _______________ delivery is often referred as the “middle course”.
(a) Impromptu (b) Extemporaneous (c) Manuscript
(d) Memorized (e) Pedagogy.
55.
You are asked to prepare a message, which is going to be received by different people across thecountry. To make the communication/message effective, you must
(a) Include as many visual aids as possible
(b) Solicit audience participation
(c) Look for the common denominators that tie the group together
(d) Address a few vocal members
(e) Deliver the message through most modern channel available.
56.
How do you deal with your finding of customer error when responding to a claim (complaint)?
(a) Don't reveal the customer's error because that could displease the customer.
(b) Let the customer understand his/her error in using the product or service without insulting the customer in any way.
(c) Point out the customer's error very directly so that such error-prone customers do not do business with you again.
(d) Instead of explaining the customer's error, let the company take responsibility for the error.
(e) Write on a glossy paper to impress the customer.
57.
You are writing a business message to a customer regarding the benefits of a to-be introduced and a bitcostlier product. You have to include evidences supporting the claims you have made regarding theutility of the product.
The evidence should be
(a) As abstract as possible
(b) Minimal if your subject is complex or unfamiliar
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
8
(c) Enough to be convincing but not so much that it's boring
(d) All of the same type, such as examples or statistics
(e) The most important component of the message.
58.
You are graduating from business school in another month and entering the job market. Your educationhas 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.
59.
Two punctuation styles are customarily used in business letters: open and mixed. Standard or mixedpunctuation uses which of the following after the salutation and a comma after the complimentaryclose?
(a) A period (b) An exclamation mark (c) A semi colon
(d) A colon (e) A bracket.
60.
When business people speak of reports, they are, in general, thinking of written, factual accounts thatobjectively communicate information about some aspect of the business. Which of the following will not give the readers a sense of the overall structure of a report?
I. The opening.
II. Headings and lists.
III. Transitions.
IV. The final outline.
(a) Only (I) above (b) Only (II) above
(c) Only (IV) above (d) Both (I) and (II) above
(e) Both (II) and (III) above.
61.
Whether you are speaking, writing, or listening, communication is more than a single act. Instead, it isa chain of events that can be broken into five phases, 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 thefollowing 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; keep feedback 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 behaviorand the feedback
(e) Focusing on the aspects the receiver can do something about.
62.
Non-verbal communication is defined as the communication, which is not conveyed using words but byour facial expressions, body movements, tone of the voice etc. The study of the non-verbal symbols is divided into three main areas: paralanguage, proxemics, and kinesics. What does kinesics mean?
(a) A study of the tone of voice, the loudness, rate of speech, etc.
(b) A study of how people use the physical space around them
(c) A study of body movements and facial expressions
(d) A study of how particular words have an impact on the receivers
(e) A study of how pronunciation and enunciation impact the receiver.
63.
The listener can use a number of verbal and nonverbal cues to aid the speaker in communicating.Sometimes nodding the head slightly or casual remarks like ‘I see’ can tell the speaker
(a) Listener is bored
(b) Whatever communication took place that is enough
(c) Listener is actively involved in the communication process
(d) Listener is frustrated with the communication
(e) Listener is not listening.
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
9
64.
Success in negotiation, like other things in life, does not just happen. A good deal of preparation isnecessary to understand people involved, our expectations from the negotiation, how much are wewilling 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.
65.
Sometimes -------- sessions are used to arrive at a decision. Members are encouraged to generate asmany ideas about a topic as they can. Every idea is recorded. No idea is rejected at the initial stage.The group then returns to the ideas and adopts those that seem most feasible or most useful
(a) Nominal group technique (b) Brainstorming
(c) Filtering (d) Reflective thinking (e) Random thinking.
66.
An effective presentation involves
I. Effectiveness of utilization of time allotted.
II. Structure and content.
III. Proper sequencing.
(a) Only (I) above (b) Only (II) above
(c) Only (III) above (d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
67.
Readers find ideas more interesting and appealing if they are expressed from the reader’s point of view.Writing from the you-viewpoint means
(a) Using only you and your pronouns
(b) Telling customers/readers what they want to hear
(c) Making the reader feel the writer really cares by using personal pronouns such as I and we and us
(d) Choosing words skillfully to stress the writer's (and the company's) point of view
(e) Viewing the situation from the reader's point of view rather than the writer's.
68.
All business communicators face the problem of compressing complicated, closely related ideas into alinear message that proceeds sequentially from point to point.
If your reply contains both good news and bad news, handle the bad news by
(a) Covering it thoroughly to be convincing
(b) Putting it at the end of the message
(c) Placing it in a position of little emphasis
(d) Putting it at the beginning or end of the middle paragraph
(e) Putting it at the beginning of the message.
69.
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 iswilling to maintain andcontinue a positive relationship with the company. Using the passive voicemakes 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.
70.
You are graduating from a business school in another month and entering the job market. Youreducation has equipped you with a set of resources-qualifications and skills. Now you have to prepare a resume to sell yourself.
Which of the following statements is not true regarding the resume?
(a) In a chronological resume, the "Work Experience" section dominates and is placed in the most prominent slot
(b) The chronological approach emphasizes a list of skills and accomplishments
(c) One of the advantages of a functional resume is that employers can see what you can do for them
(d) The chronological approach is the most common way to organize a resume
(e) In a combination chronological and functional resume, education and experience are sequenced in
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
10
chronological order, while other entries are listed under separate headings that emphasize skills that are of special relevance to the job in question.
71.
Imagine you are a HR manager in a medium sized firm, which recently put out an advertisement ofsales representatives. The company needs three people. You get nearly 500 application letters. Afterall, it is the appearance that makes the first impression. The most popular form in letter writing is the
(a) Indented form (b) Block form (c) Hanging block form
(d) Complete block form (e) Single block form.
72.
Many things have to be kept in mind while formulating a message. You may be able to anticipate someproblems and not able to anticipate some. Which of the following can go wrong when you are formulating a message?
(a) Lack of familiarity with the situation or the receiver
(b) Gestures, postures, and tone of voice
(c) Indecision about content
(d) Difficulty expressing ideas
(e) Lack of knowledge about the background of the receiver.
73.
Nonverbal vocal communication refers to
I. Gestures.
II. Tone of voice.
III. Eye Contact.
IV. Pronunciation and enunciation.
(a) Both (I) and (II) above (b) Both (II) and (III) above
(c) Both (II) and (IV) above (d) Both (III) and (IV) above
(e) All (I), (II), (III) and (IV) above.
74.
The success of a meeting depends on the ability of each individual member of a group to communicatewith the rest of the group as a whole. The biggest mistake in holding meetings is
(a) Not having a specific goal
(b) Not inviting enough participants
(c) Circulating the agenda too far in advance
(d) Sticking too closely to the agenda
(e) Not ensuring the right ambience for the meeting.
75.
The channel is the means to convey the message. To physically transmit your message you select acommunication channel and medium. Which of the following demonstrates use of an inappropriatecommunication channel?
(a) Mona prepares a long memo to explain a complicated new procedure to employees in her unit
(b) A supervisor sends an e-mail message to all employees announcing a company picnic
(c) A manager sends an e-mail message to an employee telling the employee he or she is being fired
(d) The lead operator on the assembly line orally lets his boss know about an equipment problem
(e) Latha invites one of her subordinates to congratulate him regarding his promotion.
76.
Human beings communicate a lot through body movements and facial expressions. Gestures are ofvarious types. Which of the following are the four common gestures?
(a) Emblems, adaptors, regulators, illustrators
(b) Embellishments, adaptors, regulators, illustrators
(c) Emblems, adepts, regulators, illustrators
(d) Emblems, adaptors, relators, illustrators
(e) Embargoes, adverbs, records, illustrators.
77.
Which stage of the interviewing process takes 10-25 minutes and consists of highlighting yourqualifications?
(a) Opening stage (b) Body stage
(c) Preparation stage (d) Closing stage (e) Congratulating stage.
78.
Dear Mr. Kumar,
This letter is in response to your letter dated 20th September, asking for a replacement of your stained Tiger Tuff carpet. There seems to be a misunderstanding of what commercial quality implies. Commercial quality refers to the durability of the nap, not to stain resistance.
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
11
You purchased pale-blue commercial quality, but then installed it in an industrial plant. This represents a misuse of the product. I have no control over the care and use of the carpet after it has been installed.
What is your opinion on the above written response to a claim letter?
(a) A well written reply since, customer misused the product
(b) A badly written reply since, it shows no concern for the reader’s problem and no regard for his status as a client
(c) A well written reply since, no other client will attempt the same
(d) A badly written reply since, the salutation is not proper
(e) A badly written reply since, the letter lacks clarity.
79.
Different messages will have different objectives. Depending on the objectives, many things like toneof 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.
80.
You have identified the position for which you would like to apply. You have prepared an effectiveresume. The next step is to write a letter of application. If you have three paragraphs in yourapplication letter, which one should contain most information about your qualifications?
I. The first paragraph.
II. The last paragraph.
III. The middle paragraph.
IV. You can't give enough information about yourself in three paragraphs, so a fourth paragraph has tobe added for that purpose.
(a) Only (I) above (b) Only (II) above
(c) Only (III) above (d) Both (II) and (III) above
(e) All (I), (II), (III) and (IV) above.
81.
A report investigating different purchasing patterns of discretionary income on the basis of age andeconomic status would logically follow a breakdown of subdivisions on the basis of
(a) Place (b) Quantity (c) Factors (d) Hypotheses (e) Time.
82.
There are many ways to send documents. Conventionally, people used to send printed documents. Withthe advent of various electronic instruments, like fax, e-mail etc., speed of sending documents has increased and slowly these electronic documents are replacing the printed documents. But theseelectronic documents have some disadvantages. Which of the following is one of them?
(a) Low availability
(b) Risk to data security and integrity
(c) Distribution time is more
(d) Cost is high
(e) Maintenance is difficult.
83
Good pronunciation is the correct oral delivery of a word. The vowel sounds must be uttered correctlyand the right syllables must be accented. People who mispronounce words are thought to be not as welleducated as those who pronounce words correctly. _______ relates to the correctness of how a word ispronounced.
(a) Dialect (b) Enunciation (c) Articulation (d) Telephony (e) Expression.
84.
Interview is primarily undertaken to accomplish a specific purpose, perhaps to obtain or provideinformation, to solve aproblem, or to persuade someone to undertake some action. The style andstructure of an interview depend on its purpose and on the relationship between the two partiesinvolved. Which of the following kinds of interview has the most chance of being led into rambling conversation?
(a) Group interview
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
12
(b) Stress interview
(c) Open-ended interview
(d) Situational interview
(e) Problem-solving interview.
85.
Regardless of whether the situation calls for appreciative, critical, discriminative, or active listening,listening skills can be improved with conscious effort. Prejudgment is a barrier to listening. It usuallyoccurs when
(a) Listeners shift their attention from the speaker to themselves
(b) Listeners jump to a conclusion and ignore additional information
(c) Listeners listen selectively
(d) Listeners react after evaluating the speaker’s message
(e) Listeners are very indifferent to the message.
86.
An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.Which of the following interviews seek to induce somebody to adopt a new idea, product, or service?
(a) Situational (b) Complimentary (c) Counseling
(d) Persuasive (e) Traditional.
87.
Conflicts are inevitable. Even the most amicable people get upset at times. Disagreements arisebecause individuals see, hear, and interpret things differently. Which of the following is not a self-oriented role?
(a) Diverting (b) Attention seeking
(c) Controlling (d) Withdrawing (e) Harmonizing.
88.
Which of the following describes the expression, the eyebrows are raised, the eyes are opened wide andthe jaw drops open parting the lips?
(a) Surprise (b) Fear (c) Disgust (d) Anger (e) Happiness.
89.
As a business practice, letters denying credit, refusing to honor a request, are written using indirectapproach. Indirect approach means
(a) Being vague
(b) Writing a lengthy letter
(c) Addressing a letter to the boss of the subject of the problem
(d) Opening with a buffer
(e) Explaining your decision is based on company policy.
90.
A claim letter is a request for an adjustment. When writers ask for something to which they think theyare entitled (such as a refund, replacement, exchange or payment for damages), the letter is called theclaim 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.
91.
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 tounderstand a speaker’s message in totality to interpret the meaning as precisely as possible.
(a) Comprehensive (b) Composite (c) Complicated
(d) Convex (e) Composed.
92.
The success of a meeting depends on the ability of each individual member of a group to communicatewith the rest of the group as a whole. The best way to handle an emotional reaction in a business settingis to
(a) Focus on your argument and ignore the emotional elements
(b) Repeat yourself in the hope that this will help diffuse emotions
(c) Express understanding
(d) Give in and agree with the other person's viewpoint
(e) Avoid discussing sensitive issues.
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
13
93.
When the parties involved in a conflict want to work toward an amicable resolution, they must engagein a communication process to decide what kind of a deal would be acceptable to both. In other wordsthey must negotiate to reach an agreement. Reconciling differences among group members throughmeditation or by using humor to relieve tension refers to
(a) Initiating (b) Compromising (c) Harmonizing
(d) Diverting (e) Submitting.
94.
Groups form to accomplish some objective. The objective may be to complete some kind of task or itmay 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.
95.
Conflicts are inevitable. Even the most amicable people get upset at times. Disagreements arisebecause individuals see, hear, and interpret things differently. In which of the following approaches to conflict, competing is advisable?
(a) When you perceive that you have no chance of satisfying your concerns
(b) When two parties with equal power are committed to mutually exclusive goals
(c) A long-term relationship between the parties is important
(d) When you have to protect yourself against those who would take advantage of a more cooperative approach
(e) When the goals of both parties are important but not worth pushing too hard to achieve.
96.
Groups form to accomplish some objectives. While achieving objectives, naturally there will beconflicts among the group members. If you were the leader, and want to solve the conflicts in groupsyou 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.
97.
When a topic is divided into parts, one part will be recognized as a central idea and the others as minorideas. The process of identifying these ideas and arranging them in the right sequence is known asoutlining or organizing. The concept of “everything in the paragraph belonging together because everypart concerns every other part” is referred to as
(a) Repetition (b) Unity (c) Adaptation
(d) Rhetorical phrases (e) Roundabout construction.
98.
Audience may be of different types. Some people will trust your message while some people do not.You have to alter your message based on the expected audience reaction. If you face a skepticalaudience, try to
(a) Be as straightforward as possible about stating your conclusions and recommendations
(b) Avoid stating your conclusions and recommendations
(c) Use less evidence in support of your points
(d) Introduce your conclusions and recommendations gradually
(e) Modify your recommendations to please the audience.
99.
The fundamental question about the effectiveness of the message is proper organization of the message.But how should the material be organized? It’s all very well to say that the subject, audience, and purpose determines the organization, but how exactly do they impact it? There may be someorganizational patterns and presentation ideas to improve the presentation. But in the final analysis youalone are the best judge of your speaking situation and based on that you should organize and developyour presentation.
Ramu has just become Executive Director of the local Red Cross and he needs to contact corporationsin the community for their support and funding for the Blood Drivenext month. In creating his message, he should use a strategy that is
(a) Persuasive and direct, since this is a good cause
(b) Persuasive and indirect, since this is a good cause
(c) Persuasive and indirect, since the audience needs to see the benefit for them
(d) Persuasive and direct, since the audience needs to see the benefit for them
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
< Answer >
14
(e) Assertive and direct since you are confident about the response.
100.
Identify the sentence(s) that is/are grammatically correct and conveys 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 >
15
Suggested Answers Business Communication (MB121) : October 2005
1.
Answer: (a )
Reason: The difference is best described by perception.
< TOP >
2.
Answer: (a)
Reason: A trite, obvious statement is referred to as platitude. Our reputation is important to us and we will work day and night to satisfy our customers, this statement contains a platitude.
< TOP >
3.
Answer : (a)
Reason : Forming an opinion too quickly hinders one’s ability to be objective. So one has to avoid forming all opinion. Hence, option (a) is correct.
< TOP >
4.
Answer : (c)
Reason : During a crisis assuming a defensive posture will not help an organization communicate effectively. Hence, option (c) is correct.
< TOP >
5.
Answer: (c)
Reason: The question comes under directive interview and close-ended question. Hence, option (c) is correct.
< TOP >
6.
Answer : (b)
Reason : The factors come under leadership, one of the factors in group communication. Hence, option (b) is correct.
< TOP >
7.
Answer : (c)
Reason : You can communicate credibility to your audience by showing that you are confident and that you believe in yourself and in your message. Hence, option (c) is correct.
< TOP >
8.
Answer : (b)
Reason : A memo or e-mail is the best medium to request information or action from a company insider.
< TOP >
9.
Answer: (c)
Reason: Taking the indirect approach in a bad news message does not result in a shorter message. In fact, it leads to elaborate messages.
< TOP >
10.
Answer: (c)
Reason: AIDA stands for Attention, Interest, Desire and Action
< TOP >
11.
Answer: (d)
Reason: A solicited application letter usually opens by identifying the publication in which the ad ran and describing what you have to offer
< TOP >
12.
Answer: (d)
Reason: Sub-division based on the place will be appropriate.
< TOP >
13.
Answer: (b)
Reason: Annual report is published once in a year for outsiders but not for the employer.
< TOP >
14.
Answer : (e)
Reason: We are encountering the barrier called egocentrism.
< TOP >
15.
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.
< TOP >
16.
Answer : (a)
Reason : The first step in the basic listening process is physically receiving the message. Hence, option (a) is correct.
< TOP >
17.
Answer : (d)
< TOP >
16
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.
18.
Answer: (a)
Reason: Group interview judges interpersonal skills. Hence, option (a) is correct.
< TOP >
19.
Answer : (c)
Reason : Status of the members determines the manner in which they interact with each other. Hence, option (c) is correct.
< TOP >
20.
Answer: (a)
Reason : Checking to see if your purpose is realistic and acceptable, if the timing is right, and if the right person is delivering the message. This is the composition stage. Hence, option (a) is correct
< TOP >
21.
Answer : (c)
Reason : When writing a claim letter, the best way to begin is by stating the problem clearly and specifically.
< TOP >
22.
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 >
23.
Answer: (d)
Reason: In order to stimulate our audience's interest and desire to respond positively to our persuasive claim request, we should appeal to their sense of goodwill and give them some positive reasons to grant our claim
< TOP >
24.
Answer: (c)
Reason: The standard memo parts are heading, body, authentication, and page identification.
< TOP >
25.
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 >
26.
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 >
27.
Answer: (b)
Reason: They signify voice qualifiers. Hence, option (b) is correct.
< TOP >
28.
Answer: (b)
Reason: Speaker can utilize feedback. Hence, option (b) is correct.
< TOP >
29.
Answer : (c)
Reason : If you settle for nothing less than 100 %, you are not willing to make any concessions. Obviously, this cannot be a strategy for defusing and redefining a conflict. Hence, option (c) is correct.
< TOP >
30.
Answer: (c)
Reason: Memorizing your responses to anticipated questions will not help you to prepare well for the examination. Hence, option (c) is correct.
< TOP >
31.
Answer: (a)
Reason: Cost efficiency of channels is not likely to help in audience analysis. Hence, option (a) is correct.
< TOP >
32.
Answer: (b)
Reason: In the business language LOC stands for Letter Of Credit.
< TOP >
33.
Answer : (c)
< TOP >
17
18
Reason : In a positive message, the main idea is presented right at the beginning of the letter.
34.
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 >
35.
Answer: (c)
Reason: The "Work Experience" section usually dominates a chronological résumé that to in a reverse order.
< TOP >
36.
Answer : (d)
Reason : A good memo sticks to a single topic.
< TOP >
37.
Answer: (a)
Reason: Solicitation or invitation to bid on a contract is a request for proposal
< TOP >
38.
Answer: (e)
Reason: You do not detect everything in your sensory world because your senses are limited; your mental alertness is not always keen; and you tune out some of it.
< TOP >
39.
Answer: (a)
Reason: Open body position suggests that people have been accepted and will allow to offer new ideas. Hence, option (a) is correct.
< TOP >
40.
Answer: (d)
Reason: Listening that occurs in informal business settings such as the company cafeteria is Casual. Hence, option (d) is correct.
< TOP >
41.
Answer: (e)
Reason: Aubrey Fisher identified four stages in group problem solving. They are A. orientation stage, B. The conflict stage, C. The emergence stage, D. The reinforcement stage. Hence, option (e) is correct.
< TOP >
42.
Answer: (e)
Reason: All the given points are covered in the meeting. Hence, option (e) is correct.
< TOP >
43.
Answer: (b)
Reason: The boss be considered both a primary audience and an initial audience when he/she asks you to compile sales figures and put them in an informative report so he/she can decide if your new marketing strategies have paid off and should be continued. Hence option (d) is correct.
< TOP >
44.
Answer: (e)
Reason: All of the above is the correct answer
< TOP >
45.
Answer : (c)
Reason : If you are sending an informative message to employees about policy statements or procedural changes you should use the body of the message to highlight how the policy or procedure will benefit the readers.
< TOP >
46.
Answer : (b)
Reason : The writer getting to the point soon, more often than not, facilitates effective communication. All the other options given will result in ineffective business messages.
< TOP >
47.
Answer: (d)
Reason: It could limit your options by labeling you as being interested in one thing.
< TOP >
48.
Answer: (c)
Reason: The signature block in the commercial letter is placed four spaces below the complimentary close
< TOP >
49.
Answer : (d)
Reason : Some executives are wary of informal communication channels, possibly because they fear a loss of their control over the flow of information.
< TOP >
50.
Answer: (b)
Reason: Checking feelings is not aimed at understanding the critic’s point of view. Hence,
< TOP >
option (b) is correct.
51.
Answer : (e)
Reason : There are many factors that impede effective listening. The inability of an individual to listen properly due to their excessive concern with themselves is termed as egocentrism one of the attitudinal barrier. Hence, option (e) is correct.
< TOP >
52.
Answer : (e)
Reason : Competition for scarce resources, poor communication and power struggles lead to conflict. Hence, option (e) is correct.
< TOP >
53.
Answer : (e)
Reason : None of the options given is the right thing to do when conducting a meeting. Hence, option (e) is correct.
< TOP >
54.
Answer: (b)
Reason: The extemporaneous delivery is often referred as “middle course”. Hence option (b) is correct.
< TOP >
55.
Answer : (c)
Reason : When preparing a message for a large, diverse audience, one must look for the common denominators that tie the group together.
< TOP >
56.
Answer: (b)
Reason: You should not disguise the customer's error as your company's error. You need to help the customer understand his/her error so that such errors do not happen repeatedly
< TOP >
57.
Answer : (c)
Reason : The specific evidence included in a business message should be enough to be convincing but not so much that it's boring.
< TOP >
58.
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.
< TOP >
59.
Answer: (d)
Reason: Two punctuation styles are customarily used in business letters: open and mixed. Standard or mixed punctuation, the traditional style, uses a colon after the salutation and a comma after the complimentary close.
< TOP >
60.
Answer: (c)
Reason: The final outline will not give the readers a sense of the overall structure of a report
< TOP >
61.
Answer : (c)
Reason : Using "you" statements; make clear where the employee is wrong will not help in giving a constructive feedback.
< TOP >
62.
Answer : (c)
Reason : The study of the non-verbal communication is divided into three main areas, paralanguage, kinesics, and proxemics. Human beings convey a lot through body movements and facial expressions. Kinesics is the study of this kind of communication. Hence, option (c) is correct.
< TOP >
63.
Answer : (c)
Reason : Sometimes nodding the head slightly or casual remarks like ‘I see’ will encourage the speaker to speak more since listener is interested. Hence, option (c) is correct.
< TOP >
64.
Answer: (c)
Reason: A higher bid in negotiations always provides the bidder better room for maneuvering. Hence, option (c) is correct.
< TOP >
65.
Answer: (b)
Reason: The sessions are termed as brainstorming sessions. Hence, option (b) is correct.
< TOP >
66.
Answer: (e)
< TOP >
19
Reason: An effective presentation should involve all the options, effectiveness of utilization of time allotted, structure and content and proper sequencing. Hence, option (e) is correct.
67.
Answer: (e)
Reason: Writing from the you-viewpoint means Viewing the situation from the reader's point of view rather than the writer's.
< TOP >
68.
Answer : (c)
Reason: If your reply contains both good news and bad news, handle the bad news by placing it in a position of little emphasis.
< TOP >
69.
Answer : (a)
Reason : Using the passive voice makes sense when you want to be diplomatic in pointing out a problem or error.
< TOP >
70.
Answer: (b)
Reason: The chronological approach does not emphasize the skills and accomplishments. All the other statements are true.
< TOP >
71.
Answer: (b)
Reason: Block form is the most popular form of letter writing.
< TOP >
72.
Answer : (b)
Reason : When formulating message we do not think about the gestures, postures and tone of voice.
< TOP >
73.
Answer: (c)
Reason: Tone of voice and pronunciation and enunciation are the part of vocal nonverbal communication. Hence, option (c) is correct.
< TOP >
74.
Answer : (a)
Reason : The biggest mistake in holding meetings is ‘not having a specific goal’. Hence, option (a) is correct.
< TOP >
75.
Answer : (c)
Reason : Sending an email message to tell the person that he is fired is an example of inappropriate use of the channel
< TOP >
76.
Answer : (a)
Reason : Emblems, Adaptors, Regulators and Illustrators are common gestures used in the Non-verbal communication. Hence, option (a) is correct.
< TOP >
77.
Answer: (b)
Reason: The body stage of the interviewing process takes 10-25 minutes and consists of highlighting your qualifications. Hence, option (b) is correct.
< TOP >
78.
Answer: (b)
Reason: A badly written reply since, it shows no concern for the reader’s problem and no regard for his status as a client.
< TOP >
79.
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 >
80.
Answer: (c)
Reason: The middle paragraph should contain the most information about your qualification
< TOP >
81.
Answer: (b)
Reason: Quantity will be the right basis.
< TOP >
82.
Answer : (b)
Reason : Risk to data security and integrity is a disadvantage of electronic documents
< TOP >
83.
Answer : (b)
Reason : Enunciation relates to the correctness of how a word is pronounced. Hence, option (b) is
< TOP >
20
correct.
84.
Answer: (c)
Reason: An open-ended interview has the most chance of getting into a rambling conversation. Hence, option (c) is correct.
< TOP >
85.
Answer : (b)
Reason : Prejudgment is a barrier to listening. It occurs when the listeners jump to a conclusion and ignore additional information. Hence, option (b) is correct.
< TOP >
86.
Answer: (d )
Reason: The interviews, which seek to induce somebody to adopt a new idea, product, or service is persuasive interview. Hence, option (d) is correct.
< TOP >
87.
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 >
88.
Answer : (a)
Reason: The expression describes surprise. Hence, option (a) is correct.
< TOP >
89.
Answer: (d)
Reason: Using a indirect approach means opening with a buffer i.e., a neutral statement.
< TOP >
90.
Answer: (d)
Reason: A letter creates the most formal documentation of your claim.
< TOP >
91.
Answer : (a)
Reason : To understand in totality one has to listen comprehensively. Hence, option (a) is correct.
< TOP >
92.
Answer : (c)
Reason : Expressing understanding is the best way to handle an emotional reaction in a business setting. Hence, option (c) is correct.
< TOP >
93.
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 >
94.
Answer : (c)
Reason : Unwritten rules that govern the behavior of group members are referred to as group norms. Hence, option (C) is correct.
< TOP >
95.
Answer : (d)
Reason : Competing is advisable when you have to protect yourself against those who would take advantage of a more cooperative approach. Hence, option (d) is correct.
< TOP >
96.
Answer : (a)
Reason: A flexible approach helps in resolving conflicts in groups. Hence, option (a) is correct.
< TOP >
97.
Answer: (b)
Reason: The concept of "everything in the paragraph belonging together because every part concerns every other part" is referred to as Unity.
< TOP >
98.
Answer : (d)
Reason : When faced with skeptical audience, it’s better to introduce your conclusions and recommendations gradually. Hence, option (d) is correct.
< TOP >
99.
Answer : (c)
Reason: The strategy to be followed by Ramu to create the message is the persuasive indirect message since audience need to be convinced about the benefit to them.
< TOP >
100.
Answer : (c)
Reason : The two sentences II and III are grammatically correct. Hence, option (c) is correct.