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Receiver b. Channel c. Feedback d. Message Question 2 : The following is true of face-to-face communication a. No possibility of non-verbal communication b. No immediate feedback c. Impersonal nature d. Ability to solve problems Question 3 : A constructive review of performance includes all the following, except a. Positive feedback b. Criticizing the employee c. Pointing out areas for improvement d. Counseling the employee Question 4 : A signal that triggers the response of the sender is known as a. Feedback b. Context c. Message d. Channel Question 5 : A smile is an example of _________feedback a. Written b. Oral c. No d. Non-verbal
Question 6 : A tendency to judge the views of others is a. Individual barrier b. Organizational barrier c. Channel barrier d. Non-verbal barrier Question 7 : All the following are characteristics of communication, except a. Dynamic b. Unavoidable c. process d. One way exchange of information Question 8 : An example of an organizational barrier to communication is a. Negative body language b. Use of a foreign language c. No coordination between departments d. Wrong choice of channel Question 9 : An example of individual action to overcome barriers to communication is a. Active listening b. Using multiple communication channels c. Departmental coordination d. Reducing the number of levels in an organization Question 10 : An example of organizational action that could be taken to overcome barriers to communication is a. Carefully worded messages b. Climate of openness c. Passive listening d. Selection of right channels Question 11 : Anderson defines communication as follows Communication is the ____________ by which we understand others and endeavor to be understood by them a. Act b. Exchange c. Process d. Communion Question 12 :Another name for an environmental barrier to communication is
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a. Physiological noise b. Psychological noise c. Physical context d. Physical noise Question 13 : Another name for receiver is a. Sender b. Encoder c. Decoder d. Transmitter Question 14 : Body language includes a. Physical appearance b. Arriving on time c. Tone of voice d. Gestures Question 15 : Communication can lead to improved employee performance at the time of a. New technology introductions b. Conflicts between co-workers c. Performance appraisal d. Interaction with external audiences Question 16 : Communication is a process involving the selection, production and transmission of signs in such a way as to help a receiver perceive a meaning similar to that in the mind of the communicator. This definition of communication was given by: a. Fotheringham b. Bellows, Gilson and Odirone c. Newman and Summer d. Berelson and Steiner Question 17 : Communication skills include all the following, except a. Oral skills b. Written skills c. Technical knowledge d. Listening skills Question 18 : Communication starts with : a. Feedback b. Channel c. Sender d. Message d. Linguistic barrier
Question 19 : Differences in values and perceptions is a a. Individual barrier b. Cultural barrier c. Semantic barrier
Question 20 : Noise may be classified into the following number of categories : a. Three b. four c. Five d. Two Question 21 : Non-verbal barriers to communication include all the following, except a. Gestures b. Facial expressions c. Tone of voice d. Use of technical language Question 22 : Semantics refers to a. Grammar and vocabulary c. The meaning of words b. Pronunciation and accent d. Tone of voice
Question 23 : The external environment of an organization includes a. Superiors b. Government c. Subordinates d. Co-workers Question 24 : The new model of business is based on a. Teamwork b. Information Management c. Individual action d. Customer focus Question 25 : The number of key elements in the communication process is : a. Six b. Four c. Seven d. Five Page 2
Question 26 : The success of communication depends on a. Sender b. All the communication elements c. Channel d. Receiver Question 27 : Which of the following elements of communication can be intentional or unintentional a. Channel b. Receiver c. Sender d. Message Question 28 : Which of the following is not a type of context a. Chronological b. Psychological c. Social
ANS KEY 1 2 3 4 5 6 7 8 9
d. Physical d c a C c b a
10 11 12 13 14 15 16 171 18 19 20
c d b c d a d c a b c 21 22 23 24 25 26 27 28 29 30 d c b a c b d b
PART B Question 1 : A management trainee in a company writes a letter to the government, asking the government to contribute part of the funds for a community project. The request is turned down because of : a. Unclear message b. Wrong sender c. Wrong channel d. Wrong interpretation of message Question 2 : A sales manager makes a presentation to his sales team using Power Point. Many of the slides are difficult to read, since they have too much text. This is one type of a. Environmental barrier b. Channel barrier c. Linguistic barrier d. Semantic barrier Question 3 : Arriving ahead of time for a meeting is an example of a. Non-verbal communication b. Feedback c. Etiquette Question 4 : Arriving ahead of time for a meeting is an example of a. Body language b. Non-verbal communication c. Etiquette d. Body language d. Feedback
Question 5 : Being egocentric and believing that your own ideas are more valuable than the speakers, could interfere with the listening process. This is an example of a. Physiological noise b. Physical noise c. Cultural barrier d. Psychological noise Question 6 : Business letters, reports, email, circulars and notices are all examples of a. Messages b. Feedback c. Channels d. Senders Question 7 : Creating a climate of openness involves all the following, except: a. Encouraging employees to express their views b. Coordination between departments c. Criticizing employees for poor performance d. Smooth flow of information Question 8 : During a job interview, you answer all the questions asked perfectly, but are dressed in casual clothes and slouch in your chair. In this case, communication fails because of : a. Wrong receiver b. Wrong sender c. Wrong context. d. Wrong message Question 9 : Hard skills include the following :
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a. Team skills
b. Computer skills
c. Domain knowledge
d. People skills
Question 10 : Sitting with an erect posture, nodding with appreciation, taking notes and asking questions are all examples of : a. Non-verbal communication b. Active listening c. Body language d. Feedback Question 11 : Suggestions given by an employer to an employee on how to improve performance are an example of a. Sender b. Receiver c. Feedback d. Message Question 12 : The advertising slogan Nothing sucks like an Electrolux for Electrolux vacuum cleaners was a failure in the American context, because of the negative meaning of sucks. This is an example of : a. Linguistic barrier b. Cultural barrier to communication c. Semantic barrier d. Channel barrier Question 13 : The message sent is not always the same as the meaning attached to the message. This is because of the : a. Wrong sender b. Inaccurate decoding c. Wrong medium d. Faulty message Question 14 : The message sent is not always the same as the meaning attached to the message. This is because of the : a. Inaccurate decoding b. Wrong sender c. Wrong medium d. Faulty message Question 15 : Which of the following channels would be most appropriate for solving work related problems? a. Telephone b. Email c. One-to-one meetings d. Group meetings Question 16 : Which of the following channels would be most appropriate for solving work related problems? a. One-to-one meetings b. Telephone c. Email d. Group meetings Question 17 : You complain to your boss about a difficult co-worker through email, but do not receive any response. In this case, communication fails because of a. Individual barrier b. Organizational barrier c. Linguistic barrier d. Channel barrier Question 18 : Your boss turns down your request for long leave since a number of employees have recently left the company. This is an example of : a. Cultural context b. Chronological context c. Social context d. Physical context
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20
D b
PART C Question 1
Match The following
1 2
i ii
3 4
iii iv
b. 1- ii , 2 iii , 3 iv , 4 i d. 1- i , 2 iii , 3 iv , 4 ii
1 2 3 4
i ii iii iv
Overuse of computer terminology Gender bias Noise of machines Lack of eye contact
a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii
b. 1- iv , 2 iii , 3 ii , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
Question 3 : Occupational Safety and Health Administration, an organization responsible for inspecting residential buildings and for ensuring that maintenance and repair work is carried out, sent a letter to a construction company, warning them about a lift slab problem in a building that they had recently constructed. They strongly advised the company to reinforce the lift slab as soon as possible at their own cost, failing which the building would collapse. The construction company understood the letter to mean that the problem could arise at a future date and simply filed the letter, taking no action. They thought that it was just a way of making them spend money. Two weeks later, the building collapsed as predicted and thirty people were crushed to death. In the above case, communication fails because of a. Badly worded message c. Psychological noise b. Wrong channel d. Wrong interpretation of the message
Question 4 : Occupational Safety and Health Administration, an organization responsible for inspecting residential buildings and for ensuring that maintenance and repair work is carried out, sent a letter to a construction company, warning them about a lift slab problem in a building that they had recently constructed. They strongly advised the company to reinforce the lift slab as soon as possible at their own cost, failing which the building would collapse. The construction company understood the letter to mean that the problem could arise at a future date and simply filed the letter, taking no action. They thought that it was just a way of making them spend money. Two weeks later, the building collapsed as predicted and thirty people were crushed to death. Communication failure in the above case could have been avoided by a. Sending the message to residents of the building. b. Wording the message more accurately c. Using the oral channel of communication d. Ensuring that message received is the same as message sent
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Note : Read the following case & answer Q. No. 5 , 6 & 7 A supervisor in a factory questioned his night staff, because there had been several hours of down time the previous night. Who is responsible for this crisis? he asked angrily. The staff remained silent. We are going to stay here till someone tells me the truth. This is not what I expected from you, said the supervisor. As the supervisor stood there eyeballing the night staff, they shifted uncomfortably, looked at their watches and fidgeted. No one spoke a word. A lot of time was wasted and relationships were under strain. Finally, the meeting was called off. The night staff went away with no idea of what they should do, if a similar problem arose in future. Question 5 : In this case, communication breaks down because of? a. Wrong context b. Feedback c. Faulty message d. Wrong channel
Question 6 : The feedback or response of the night staff to the supervisors message in the above case may be described as? a. Written feedback b. Oral feedback c. Non-verbal feedback d. No feedback Question 7 : Taking the above case as an example, the communication could have been made successful through? a. More positively worded message c. The written communication channel b. Making the staff stay till a solution is found d. Positive tone of voice
Question 8 : Prasad : Umesh, I want you to call Satish tomorrow morning at 9 am and tell him that our company policy states that orders must be placed at least 48 hours in advance, in order to get supplies the following working day. Let him know that we appreciate his business. Listen to his concerns and be positive. Report back to me tomorrow. If he does not agree to our policy, I will talk to him and see what can be worked out. Umesh : ( paraphrases the above message) Prasad : Thats right. We have to negotiate a realistic time with Satish. Well discuss this at 10.30 am tomorrow. Umesh : Sure. Ill report back to you at 10.30am tomorrow. Prasad : Great! Thanks for your help. In the above situation, the communication is successful because of? a. Feedback c. Accurately worded message b. Accurate decoding or interpretation of the message. d. Right channel
Question 9 : Which of the following are examples of psychological noise? a) The senders clothing d) Speakers nervousness f) Highly technical subject b) Phones ringing c) Receivers pre-occupations e) Receivers negative attitude to topic/speaker g) Tendency to be over critical h) Strong views on a subject Page 6
a. b, c, d, e, h
b. d, e, f, g, h
c. c, d, e, g, h
d. a, c, d, e, g
Question 10 : Which of the following are strategies to overcome barriers to communication? Ensure that message received is the same as message sent Ensure that information flows in all directions Use only official channels of communication Conduct training programs for employees in listening skills Choose oral, face-to-face channels Invite suggestions from lower level employees Avoid messages with multiple meanings Make positive and negative information available to all a. 1, 2, 3, 5, 6, 7 b. 1, 2, 5, 6, 7, 8 c. 1, 2, 4, 6, 7, 8 d. 2, 3, 4, 6, 7, 8
Question 11 : Which of the following indicates the correct sequence of the elements of communication in the communication process? <!--[if !supportLists]-->A. <!--[endif]-->Sender, Receiver, Channel, Message, Feedback <!--[if !supportLists]-->B. <!--[endif]-->Receiver, Feedback, Sender, Message, Channel <!--[if !supportLists]-->C. <!--[endif]-->Sender, Channel, Message, feedback, Receiver <!--[if !supportLists]-->D. <!--[endif]-->Sender, Message, Channel, Receiver, Feedback a. Receiver, Feedback, Sender, Message, Channel b. Sender, Message, Channel, Receiver, Feedback c. Sender, Receiver, Channel, Message, Feedback d. Sender, Channel, Message, feedback, Receiver
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12 13
UNIT 2 PART A Question 1 : All the following are examples of one-way, non face-to-face communication, except a. Reports b. Email c. Memos d. Letters Question 2 : All the following are examples of two-way face-to-face communication, except a. Presentations b. Group meetings c. Email d. One-to-one meetings Question 3 : All the following aspects of non verbal communication can convey emotions, except a. Time language b. Tone of voice c. Colors d. Body language Question 4 : An example of two-way, non face-to-face communication is a. Reports b. Telephone communication c. Performance appraisals Question 5 : Layout in a work environment refers to a. Type of furniture b. Type of carpeting c. Type of seating arrangement d. Colors of interiors
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Question 6 : One advantage of two-way, non face-to-face channels is a. Impersonal in nature b. Helps to solve problems c. More practical d. No possibility of non-verbal communication Question 7 : One characteristic of one-way, non face-to-face communication is a. Personal nature b. No immediate feedback c. Command over receiver d. Possibility of non-verbal communication Question 8 : One disadvantage of non-verbal communication is that it a. Is offensive b. Cannot be used in the workplace c. Is powerful d. Cannot express all messages Question 9 : One disadvantage of verbal communication is that it a. Cannot express ideas b. May send conflicting signals c. May be worded inaccurately d. Cannot be avoided Question 10 : One guideline for effective verbal communication is a. Use jargon b. Use abstract terms c. Use the language of advertising d. Use non sexist language Question 11 : One unique characteristic of non-verbal communication is that is a. A process b. Dynamic c. Uniform across cultures d. Unavoidable Question 12 : Oral face-to-face communication is appropriate for a. Highly formal communication b. Improving relationships c. Conveying complex ideas d. Keeping a permanent record Question 13 : Paralanguage includes all the following, except a. Pitch of voice b. Volume of voice c. Type of words used Question 14 : Physical context includes the following aspects a. Physical appearance b. Semi fixed space c. Fixed space Question 15 : The communication term for body language is a. Kinesics b. Proxemics c. Paralanguage d. Pace of speech
Question 16 : The communication term for the space and distance which we choose to keep from people is a. Personal space b. Intimate space c. Social and public space d. Proxemics Question 17 : The following is a characteristic of time language a. Does not play a role in the workplace b. Uniform across cultures c. Can convey positive or negative messages d. Same for all people Question 18 : The most important area of non verbal communication is a. Kinesics b. Proxemics c. Physical context d. Time language
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Question 19 : The two broad areas of communication are a. Verbal and non-verbal communication b. Oral and written communication c. Verbal and written communication d. Oral and non-verbal communication Question 20 : Which of the following are examples of oral communication a. Meetings, presentations and performance reviews b. Meetings, memos and presentations c. Meetings, memos and performance reviews d. Reports, presentations and performance reviews Question 21 : Which of the following are examples of written communication a. Circulars and voicemail b. Reports and email c. Letters and voicemail d. Presentations and email Question 22 : Which of the following aspects of non verbal communication is not within ones control a. Posture b. Body shape c. Tone of voice d. Physical appearance Question 23 : Which of the following is a characteristic of two-way face-to-face channels a. Easy to set up b. No immediate feedback c. Use of non-verbal communication d. Impersonal nature Question 24 : Which of the following is an advantage of oral over written communication a. High effectiveness for detailed messages b. High interactivity c. High cost d. Highly formal nature Question 25 : Which of the following is an advantage of written over oral communication a. Permanent nature b. High level of feedback c. Highly personalized d. High degree of control over receiver Question 26 : Which of the following types of non-verbal communication is closest to verbal communication a. Paralanguage b. Time language c. Kinesics d. Proxemics Question 27 : Written communication is appropriate for all the following, except a. Conveying information of a technical nature b. Keeping a permanent record c. Commanding control over the receiver d. Conveying a large amount of information Question 28 : ____________ is used to communicate within an organization, using email a. Intranet b. Teleconferencing c. Voice mail d. Telephone
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20
b c a b c c b d c d d 21 22 23 24 25 26 27 28 29 30 b b c b c a c a
a,d
PART B Question 1 : A manager visiting an employees office for a discussion is an example of : a. Use of space to convey informality b. Social and public space
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c. Intimate space
Question 2 : A mixed signal means that : a. Tone of voice is changed frequently b. Different aspects of non-verbal communication convey the same message c. Different body movements are used to communicate d. Verbal and non-verbal communication convey conflicting messages Question 3 : All the following are possible during a job interview conducted over the telephone, except: a. Immediate feedback b. Tone of voice c. Control over receiver d. Body language Question 4 : Announcing a paid holiday to employees should be done through: a. Telephone b. Board meetings c. Written channels d. Teleconferencing Question 5 : Arriving late for a meeting is an example of : a. Meeting etiquette b. Informal communication c. Personal space d. Time language
Question 6 : Control over the receiver is highest through which of the following channels? a. A TV commercial highlighting unique features of the product b. A sales presentation to a prospective customer c. A sales letter to a customer, persuading him to buy your product d. A magazine ad highlighting the unique features of the product Question 7 : Criticizing an employee for poor performance should be done through: a. Telephone b. Group meetings c. One-to-one meeting d. Email Question 8 : Formality is conveyed by the following : a. Semi fixed space b. Intimate space c. Personal space d. Fixed space
Question 9 : How you say something includes all the following, except : a. Offensive language b. Gestures c. Facial expressions d. Tone of voice Question 10 : Notifying employees of a fire in the building should be done through : a. Email b. Oral face-to-face communication c. Notices d. Letters Question 11 : One reason why non-verbal communication is difficult to interpret is because: a. It is powerful b. It can only express feelings c. It is unintentional d. It differs across cultures Question 12 : Status may be conveyed by all the following, except : a. Layout and design b. Time language c. Physical appearance d. Seating arrangement Question 13 : The term cardiac orifice is an example of : a. Highly specific language b. Biased language c. Jargon d. Words with multiple meanings Page 10
Question 14 : 2-way, non face-to-face communication is not suited for problem solving, because of : a. Distance factor b. Oral communication c. New technologies d. Lack of confidentiality Question 15 : Wrong decoding means : a. Message sent by wrong sender b. Interpreted meaning is different from intended message c. Message sent to wrong receiver d. Badly worded message
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
PART C Question 1
Match The following
1 Sexist language 2 Abstract language 3 Words with multiple meanings 4 Jargon a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii Question 2
Match The following
i May lead to misunderstanding ii May be used after careful audience analysis iii May have a negative connotation iv May lead to several interpretations b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iv , 3 iii , 4 - ii
1 Ideas or concepts 2 Head movements 3 Importance given to time 4 Silence a. 1- iii , 2 i , 3 iv , 4 - ii c. 1- iv , 2 i , 3 ii , 4 - iii
i May not be easy to understand ii Cannot be avoided iii Cannot be conveyed by non-verbal communication iv May differ across cultures b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
Note : Read The following & answer Q. No. 3 & 4 A supervisor in a factory questioned his night staff, because there had been several hours of down time the previous night. Who is responsible for this crisis? he asked angrily. The staff remained silent. We are going to stay here till someone tells me the truth. This is not what I expected from you, said the supervisor. As the supervisor stood there eyeballing the night staff, they shifted uncomfortably, looked at their watches and fidgeted. No one spoke a word. A lot of time was wasted and relationships were under strain. Finally, the meeting was called off. The night staff went away with no idea of what they should do, if a similar problem arose in future. Question 3 : Which of the following aspects of non-verbal communication is used most frequently in the above case?
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a. Proxemics
b. Time language
c. Paralanguage
d. Kinesics
Question 4 : A more positive message could have been conveyed in the above case through ? a. Positive body language b. Specific language c. Positive words d. Positive tone of voice Note : Read The following & answer Q. No. 5 , 6 & 7. Prasad : Umesh, I want you to call Satish tomorrow morning at 9 am and tell him that our company policy states that orders must be placed at least 48 hours in advance, in order to get supplies the following working day. Let him know that we appreciate his business. Listen to his concerns and be positive. Report back to me tomorrow. If he does not agree to our policy, I will talk to him and see what can be worked out. Umesh : ( paraphrases the above message) Prasad : Thats right. We have to negotiate a realistic time with Satish. Well discuss this at 10.30 am tomorrow. Umesh : Sure. Ill report back to you at 10.30am tomorrow. Prasad : Great! Thanks for your help. Question 5 : The purpose of communication with the customer in the above case is to; a. Listen to customer complaints. c. Sell the companys products b. Apologize to the customer d. Persuade the customer to accept standard procedures
Question 6 : The communication channel used to communicate with the customer in the above case may be described as:? a. One way non face-to-face channel c. One way face-to-face channel b. Two way non face-to-face channel d. Two way, face-to-face channel
Question 7 : In a situation such as the one in the above case, the most effective channel would be: a. Telephone communication b. A letter explaining the company policy c. A face-to-face meeting d. An email message Question 8 : Identify the different aspects of body language from the following list: 1. Raising the eyebrows 3. Yawning 5. Scratching the head 7. Speaking loudly a. 1, 3, 5, 6, 8 2. Clenching fists 4.Sitting at the head of the table 6. Calling a subordinate to your room for a meeting 8. Dressing in bright colors c. 1, 2, 3, 5, 8 d. 1, 2, 3, 7, 8
b. 1, 2, 3, 4, 5
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Question 9 : The table lists different communication channels and one characteristic. Rate each channel on this characteristic as either high or low and select one of the options below. Channel Oral presentations a. Low, Low, High, High c. High, Low, Low, High Effectiveness for conveying large amount of information Telephone Email b. Low, High, High, High d. Low, Low, Low, High Reports
Question 10 :Which of the following situations would require two-way/oral face-to-face channels? 1.Complaining to your superior about a difficult colleague 2. Requesting a few days of leave from work to attend a family reunion 3. Training a new faculty in distance education terminology 4. Informing the manager of a local business that you have not received a refund that was promised. 5. Reminding your busy boss about a long overdue reimbursement for travel expenses 6. Apologizing to a customer for a defective product 7. Getting your bosss reaction to the idea of redefining your responsibilities a. 1, 3, 7 b. 2, 3, 4 c. 3, 5, 7 d. 4, 6, 7
Question 11 : Which of the situations listed below would require one-way non face-to-face/written channels? 1.Complaining to your superior about a difficult colleague 2. Requesting a few days of leave from work to attend a family reunion 3. Training a new faculty in distance education terminology 4. Informing the manager of a local business that you have not received a refund that was promised. 5. Reminding your busy boss about a long overdue reimbursement for travel expenses 6. Apologizing to a customer for a defective product 7. Getting your bosss reaction to the idea of redefining your responsibilities a. 1, 2, 6
ANS KEY 1 2
b. 3, 4, 6
3 4 5 6 7 8
c. 1, 6, 7
9 10 11 12 13 14 15
d. 2, 4, 6 d
UNIT 3 PART A Question 1 : A formal communication network includes all the following, except : a. Unofficial channels b. Information flow within the organization c. Hierarchy d. Information flow in a particular direction Question 2 : All the following are advantages of the informal communication network, except : a. Information not sent through official channels b. Fills gaps left by formal network
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Question 3 : All the following are external stakeholders of an organization, except: a. Media b. Suppliers c. Shareholders d. Government Question 4 : All the following describe a compressed organizational pyramid, except: a. Larger span of control b. More empowerment c. Diminished hierarchy d. Importance of vertical communication Question 5 : An advantage of regular downward communication is : a. Explaining company policies b. Giving job instructions c. Feedback on performance d. Teamwork Question 6 : B2B communication involves communication with : a. Society b. Suppliers c. Media d. Consumers Question 7 : Building trust and confidence is the overall objective of communicating with : a. Shareholders b. Peers c. Subordinates d. Employees unions Question 8 : Communicating about involvement in social development is part of : a. Marketing b. Advertising c. Public Relations d. Corporate social responsibility Question 9 : Communication between a Marketing manager & a Human Resource manager is part of a. Informal communication b. Lateral communication c. Downward communication d. Upward communication Question 10 :Communication with superiors involves: a. Disciplinary matters b. Welfare aspects c. Problem solving Question 11 : Crisis communication is part of : a. Marketing b. Mass communication c. Public Relations d. Public relations d. Advertising
Question 12 :Functional coordination is one important reason for communicating with : a. Subordinates b. Superiors c. Employees unions d. Peers Question 13:Good credit rating is important for which of the following reasons? a. Market the companys products b. Increase shareholder wealth c. Restore the image of the company d. Increase borrowing ability Question 14 : Intermediaries include all the following, except : a. Retailers b. Distributors c. Franchisees d. Suppliers
Question 15: Lack of ___ when communicating with bankers could lead to the companys collapse : a. Involvement b. Sophistication c. Transparency d. Public Relations Question 16 : Message overload is a disadvantage of : a. Horizontal communication b. Lateral communication c. Downward communication d. Upward communication Page 14
Question 17 : Motivation is the overall objective of communicating with : a. Bankers b. Government c. Suppliers d. Intermediaries Question 18 : One channel of communication with shareholders is : a. Written contracts b. Strategy presentations c. Conferences d. One-to-one meetings d. Online channel
Question 19 : One channel of communication with society is : a. Formal letters b. Review meetings c. Public service advertising Question 20 : One channel of communication with the media is : a. Advertising b. Press releases c. Periodic reports
d. Formal letters
Question 21 : One reason for downward communication is : a. Sharing feelings about co-workers b. Solving work related problems c. Co-ordination of tasks d. Assessing performance Question 22: Public Relations is needed for communication with all the following stakeholders, except: a. Suppliers b. Media c. Government d. Society Question 23 : The biggest advantage of upward communication is : a. Teamwork b. Accepting decisions of top management c. Problem solving d. Suggestions from employees Question 24 : The biggest disadvantage of horizontal communication is : a. Ego conflicts b. Destructive reviews c. Handing down of decisions d. Message overload Question 25: The hierarchical structure of an organization is described by : a. Flow chart b. Organizational pyramid c. Informal communication network d. Formal communication network Question 26 : The informal communication network is also known as : a. Transparency gap b. Grapevine c. Gossip d. Rumors Question 27 : The overall objective of communicating with suppliers is : a. More borrowing ability b. Motivation c. Persuasion d. On-going relationship Question 28 : Which of the following describes an informal communication network? a. Information flow outside the work environment b. Information flow in a particular direction c. Information flow through official channels d. Network created by top management
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20
A a c d c b a d b c c 21 22 23 24 25 26 27 28 29 30 D a c a b b d a
PART B
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Question 1:A transparency gap means : a. Rumors are suppressed b. Certain types of information are not circulated through official channels c. Secrecy regarding the companys future plans d. Information is not circulated through unofficial channels Question 2 :An example of an unofficial channel of communication is : a. Notices on company bulleting boards b. Circulars c. A telephone call from one colleague to another after work hours d. Memos Question 3 : Business to Business communication involves: a. Online communication b. Face to face communication c. Written communication d. Telephone communication Question 4 :Corporate social responsibility involves all the following except : a. Community development b. Promoting drinking and driving c. Spreading awareness about AIDS d. Building schools for children Question 5 : Handing down of decisions by superiors means : a. Explaining the reasons behind decisions b. Encouraging upward communication c. Consulting the subordinate before taking decisions d. Ignoring the subordinates views Question 6 : If you are the Advertising Manager of a company, your peers would include : a. Vice President Marketing b. Vice President Sales c. Market Research Manager d. Marketing Executive Question 7 : In a compressed organizational pyramid, lateral communication is more important, because of : a. Greater need for coordination of tasks b. More number of departments c. Technology d. Larger span of control Question 8 : In a formal communication network, flow of information is structured. This means that : a. Information can flow through all types of channels b. Information can flow only in a particular direction c. Information can flow freely d. Information flow is not controlled by management Question 9 : Partnership with a supplier means : a. Ensuring timely and quality delivery b. Transparency with respect to specifications c. Company and supplier giving each other suggestions for improvement d. Outsourcing Question 10 : Performance counseling means : a. Adopting a problem-solution approach b. Pointing out areas of poor performance c. Listening with empathy d. Encouraging employee suggestions Question 11 : Public Service advertising refers to : a. Advertising to promote ideas b. Advertising to project company image
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d. Advertising of services
Question 12 :The following is an example of constructive use of grapevine : a. A proposal to introduce a formal dress code, to test employee reactions b. A rumor that the company is going to close down c. Two co-workers discussing why an employee was fired, during a company picnic d. One co-worker informing a colleague that his boss is about to resign Question 13 :The following is essential for crisis communication : a. Addressing consumer complaints b. A policy of openness c. Advertising d. Communication with the government Question 14 : The purpose of a press release is : a. To publish a story in the media, free of cost b. To persuade people to buy the companys products c. To project a positive image of the company to the media d. To trace the history of the company Question 15 : The purpose of public relations is : a. To communicate with shareholders b. To communicate during a crisis c. To sell the companys products d. To project a favorable image of the company among various publics
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
PART C Note : Read The following & answer Q. No. 1 , 2 & 3. Mr. Subbaya, the Industrial Relations Manager of A to Z construction company, heard through the grapevine that Mr. Ranga Reddy, a maintenance employee, had actually taken three months leave to work for another employer, and not for personal reasons, as requested by him. Since this was contrary to the labor act, the penalty for this could be dismissal. Mr. Subbaya immediately dictated a Notice of hearing concerning dismissal action to his secretary and requested her to mail it to Ranga Reddy at his local address. The same night, Ranga Reddy called Subbaya at his home to tell him that he knew about the dismissal notice. He thought that his action was acceptable under the contract, but if it was not, he wanted to return immediately, since he did not want to give up his permanent job. When asked how he knew about his dismissal, Ranga Reddy said that his wife had called him to tell him that she had heard the news from the mother of their sons friend, whom she had met at the local supermarket. Question 1:If you were Subbaya, which of the following measures would you take to suppress grapevine leaks of this type?
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a. Telephone Ranga Reddy directly and inform him that he has been dismissed b. Telephone the employer with whom Ranga is currently working c. Tell the secretary to keep the matter confidential d. Send email directly to Ranga Reddy Question 2: After Rangas telephone call, what action should Subbaya take? a. Pardon Ranga and allow him to return to his permanent job b. Dismiss Ranga immediately c. Call Ranga for a face-to-face meeting and do a thorough investigation before taking any decision d. ) Check with Rangas temporary employer about his conduct Question 3 :If you were Subbaya, how would you ensure that company policies are not violated in future? a. Put all company policies clearly in writing and include them with written contract to employees b. Enforce a monetary penalty to be deducted from monthly salary c. Explain company policies and procedures orally to all new employees d. Give negative feedback during performance appraisal Question 4 :Match the external stakeholder in Set A with the appropriate channel of communication in Set B and select one of the answers below Set A 1. Consumers 2.Intermediaries 3. Government 4. Media a. 1c, 2b, 3a, 4d b. 1d, 2c, 3b, 4a Set B a) Conferences b)Formal letters c) Newsletters d)Advertisements c. 1a, 2d, 3c, 4b d. 1b, 2a, 3c, 4d
Question 5 : Match the external stakeholder in Set A with the objective of communication in Set B and select one of the answers below Set A 1. Suppliers 2. Society 3. Bankers 4. Media a. 1c, 2b, 3a, 4d b. 1b, 2a, 3d, 4c Set B a) Highlight company achievements b) Increase borrowing ability c) Corporate social responsibility d) Partnership c. 1d, 2c, 3b, 4a d. 1a, 2c, 3d, 4b
Question 6 : Match the reasons for external business communication in Set A with the outcome in Set B and select one of the answers below Set A 1. Successful marketing 2. Positive image of the company 3. Increased shareholder value
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Set B a) More borrowing ability b) Participation in companys growth c) Greater awareness of products Page 18
Question 7 : Match the stakeholder in Set A with the channel of communication appropriate for each stakeholder, in Set B and select one of the answers given below Set A 1. Superiors 2. Subordinates 3. Employees Unions 4. Shareholders a. 1a, 2c, 3b, 4d b. 1b, 2a, 3d, 4c Set B a) Conferences b) Written contracts c) One-to-one meetings d) Strategy presentations c. 1c, 2b, 3a, 4d d. 1d, 2c, 3b, 4a
Question 8 : Match the stakeholder in Set A with the objective of communication with each stakeholder, in Set B and select one of the answers given below Set A 1. Superiors 2. Peers 3. Subordinates 4. Shareholders a. 1d, 2c, 3b, 4a b. 1c, 2b, 3a, 4d Set B a) Building trust and confidence b) Compliance with instructions and policies c) Coordination of tasks d) Problem solving c. 1b, 2a, 3c, 4d d. 1a, 2d, 3c, 4b
Question 9 : Which of the following are characteristic of a formal communication network? 1. Communication through intranet 3. Compressed organizational pyramid 5. Information flow not structured a. 3, 4, 5, 6 b. 2, 4, 5, 6 2. Transparency gap 4. Friendship between co-workers 6.Suggestions given by employees c. 2, 3, 4, 6 d. 1, 2, 3, 6
Question 10 : Which of the following are part of grapevine? 1. A secretary telling an employee that his boss is going to fire him 2. A co-worker telling another that the company is going to merge with another company 3. A company testing the reactions of its employees to working six days a week, instead of five days. 4. A list of declared holidays posted on the intranet 5. A rumor that the company is laying off employees 6. A notice regarding the new mobile reimbursement policy for employees a. 2, 3, 5, 6 b. 1, 2, 4, 6 c. 2, 3, 4, 5 d. 1, 2, 3, 5
Question 11 : Which of the following are true of lateral/horizontal communication? 1. Multi layer pyramid 2. Flattened pyramid 3.Larger span of control Page 19
5. Inter-departmental coordination c. 2, 3, 5, 6
6. Teamwork d. 1, 2, 3, 5
b. 2,3, 4, 5
3 4 5 6 7 8
10 11 12 13
UNIT 4 PART A Question1 : All the following are approaches to listening to the customer, except: a. Thank b. Satisfy c. Doubt the customer d. Apologize Question 2 : All the following are examples of physical barriers to listening, except : a. Poor sound system b. Traffic noise c. Information overload d. Hearing deficiencies Question 3 : All the following are true of listening, except: a. A skill that can be developed b. Hard work c. A skill that one is born with d. An active process Question 4 : All the following are wrong assumptions, except : a. Speakers are more powerful than listeners b. Communication depends on the sender c. Listening is active d. Listening is passive Question 5 : All the following non-verbal cues indicate active listening, except: a. Eye contact b. Erect posture c. Silence d. Nodding of the head Question 6 : An example of verbal communication to indicate active listening is : a. Asking questions of yourself b. Reviewing what has been said c. Seeking clarifications d. Making notes Question 7 : Another name for dialogic listening is : a. Therapeutic listening b. Relational listening c. Active listening Question 8 : Faking attention is an example of : a. Physiological barrier b. Attitudinal barrier c. Bad listening habit d. Empathetic listening d. Lack of training
Question 9 : Listeners have the ability to process information at the rate of : a. 300 words per minute b. 500 words per minute c. 100 words per minute d. 400 words per minute Question 10:Listening actively to a complaining customer involves : a. Offering a solution immediately b. Repeating the problem to understand it properly c. Thanking the customer d. Apologizing to him Question 11:Listening has been found to be particularly important in which type of industry? a. Consumer Durables b. Manufacturing c. Services d. Fast Moving Consumer Goods Page 20
Question 12 :Listening has been identified as one of the seven habits of highly effective people by : a. Lundsteen b. Tom Peters c. Lee Iacocca d. Stephen Covey Question 13 : Listening is often thought to be synonymous with : a. Reading b. Hearing c. Writing d. Speaking
Question 14 : Listening to employees is part of : a. Downward communication b. Lateral communication c. Upward communication d. Horizontal communication Question 15 : Men are more likely to listen for : a. Feelings b. Content c. How something is said d. Tone of voice
Question 16 :One of the first to recognize the need for organized training programs in listening skills was : a. Tom Peters b. Lundsteen c. Lee Iacocca d. Stephen Covey Question 17 : One way of using the listener-speaker gap constructively is to : a. Focus on the non-verbal message b. Focus on delivery c. Focus on content d. Anticipate what the speaker may say next Question 18 : Real listening means focusing on the speakers: a. Content b. Non-verbal behavior c. Delivery Question 19 : Speaking in a different accent is an example of : a. Bad listening habit b. Attitudinal barrier c. Cultural barrier d. Emotions d. Lack of training
Question 20 : The importance of listening over speaking was emphasized by : a. David Schwartz b. Lee Iacocca c. Tom Peters d. Stephen Covey Question 21:The interviewer has to do more of the listening, during : a. Exit interview b. Telephone interview c. Group interview Question 22 : The listener-speaker gap is an example of : a. Physical barrier b. Attitudinal barrier c. Lack of training Question 23 : The most basic type of listening is known as : a. Comprehension listening b. Appreciative listening c. Discriminative listening d. Evaluative listening Question 24 :The type of listening needed during a job interview is : a. Comprehension listening b. Evaluative listening c. Empathetic listening d. Therapeutic listening Question 25 :Which of the following is not a characteristic of a good listener? a. Curiosity b. Egocentrism c. Problem solving nature d. open-mindedness Question 26 : Which type of channel is best suited for accurate listening?
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a. Telephone
b. Face-to-face meeting
c. Voicemail
d. Teleconferencing
Question 27 :Which type of listening is important during a performance appraisal? a. Comprehension listening b. Therapeutic listening c. Appreciative listening d. Evaluative listening Question 28 : Which type of listening is important when dealing with customer complaints? a. Discriminative listening b. Empathetic listening c. Appreciative listening d. Evaluative listening
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20
c d c c c c b c b b c 21 22 23 24 25 26 27 28 29 30 a d c b b b b b
PART B Question 1 : An interactive classroom session is an example of : a. Comprehension listening b. Discriminative listening c. Dialogic listening d. Appreciative listening Question 2:Big people monopolize the listening. small people monopolize the talking. This means that : a. Speakers are more important than listeners b. Listeners and speakers are equally important c. Listeners are more important than speakers d. Speakers are controlled by listeners Question 3 :Listener speaker gap means that : a. Speakers rate of speech is faster than listeners ability to absorb information b. Speakers are more powerful than listeners c. Listeners ability to absorb information is faster than speakers rate of speech d. Listeners are more powerful than speakers Question 4 :Listening to a salespersons presentation is an example of : a. Therapeutic listening b. Appreciative listening c. Evaluative listening d. Empathetic listening Question 5 : Listening to customers involves all the following, except : a. Doubting customers b. Solving customers problems c. Satisfying customer needs d. Responding to complaints Question 6 : Listening to employees involves all the following types of listening, except: a. Dialogic listening b. Empathetic listening c. Therapeutic listening d. Discriminative listening Question 7 : Non-verbal communication to indicate active listening includes: a. Silence b. Keeping your eyes wide open c. Reviewing what has been said d. Asking questions of yourself Page 22
Question 8 : Open mindedness is one quality of a good listener. This means: a. Thinking unrelated thoughts b. Showing curiosity about people and their ideas c. Expecting others to agree with you d. Occupying center stage Question 9 :Passive listening means : a. Hearing the sound of words c. Hard work b. Hearing the meaning of words d. Processing the information
Question 10 : Paying more attention to a speakers facial expressions, rather than to his message, means : a. Faking attention b. Using the listener-speaker gap constructively c. Focusing on delivery, rather than content d. Tuning off deliberately Question 11 : The statement The customer is the king emphasizes the importance of : a. Listening actively only when the customer complains b. Listening to customers at any cost c. Listening to customers only if they are telling the truth d. Listening only to valuable customers Question 12 : Therapeutic listening is needed in all the following situations, except: a. Counseling for personal problems b. Job interviews c. Solving customer problems d. Performance reviews Question 13 :Trying to understand the meaning behind a speakers words and gestures means : a. Focusing on content and delivery b. Focusing on verbal and non-verbal message c. Concentrating on what the speaker is saying d. Being over critical of the speaker Question 14 :Use of verbal communication to indicate active listening includes all the following, except: a. Seeking clarifications b. Making notes c. Repeat what the speaker has said d. Giving feedback Question 15 :Which of the following is not an indication of active listening? a. Taking notes b. Egocentrism c. Engaging in conversation with the speaker d. Reconstructing the information
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
PART C Question 1 : Prasad : Umesh, I want you to call Satish tomorrow morning at 9 am and tell him that our company policy states that orders must be placed at least 48 hours in advance, in order to get supplies the following working day. Let him know that we appreciate his business. Listen to his concerns and be positive. Report back to me tomorrow. If he does not agree to our policy, I will talk to him and see what can be worked out. Umesh : ( paraphrases the above message)
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Prasad : Thats right. We have to negotiate a realistic time with Satish. Well discuss this at 10.30 am tomorrow. Umesh : Sure. Ill report back to you at 10.30am tomorrow. Prasad : Great! Thanks for your help. In the above situation, active listening is indicated by : a. Verbal communication b. Listening first before responding c. Non-verbal communication d. Focusing on content, vs. delivery Note : Read the following & answer Q. No 2 , 3 & 4 Mathew is a new professor of Marketing in a business school and has had two years teaching experience. The school requires that all new professors should work with a mentor professor during the first year, regardless of previous experience. Kewal, a highly respected and experienced professor, is assigned to mentor Mathew. Kewal has observed Mathews classes and noticed that Mathew teaches straight from the text book and does not give enough time for questions or clarifications. If students raise their hand to say that they dont understand, he merely refers them to the text book. If they approach him after class hours, he scolds them for disturbing him. Kewal has tried to fix a meeting with Mathew several times to talk about his observations. But Mathew has always found a reason for not being able to meet. He has even openly said that he does not need a mentor. Question 2 : If you were Kewal, which type of listening would you recommend to Mathew, to make his classes more effective? a. Dialogic listening b. Evaluative listening c. Appreciative listening d. Comprehension listening Question 3 : In the above case, Mathew does not want to meet Kewal. This indicates the following barrier to listening: a. Attitudinal barrier b. Gender barrier c. Lack of training d. Wrong assumption Question 4 : Which of the following strategies should Mathew adopt to overcome his barrier to listening? a. Take up a training program in listening skills b. Create a conducive listening environment c. Show open mindedness d. Select a female mentor Question 5 : Match the following and select one of the answers given below Set A 1. Listener-speaker gap 2. Listening for emotions 3. Ego problems
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4. Switching from one TV channel to another a. 1a, 2b, 3c, 4d b. 1b, 2a, 3d, 4c
Question 6 : Match the following and select one of the answers given below Set A 1. Comprehension listening 2. Evaluative listening 3. Appreciative listening 4. Dialogic listening. a. 1b, 2c, 3d, 4a Set B a. A question and answer session, at the end of a presentation b. Attending a foreign language class c. A proposal to your superior for increasing the advertising budget d. Tuning in to your favorite radio music channel c. 1a, 2c, 3b, 4d d. 1c, 2b, 3a, 4d
Question 7 : Match the following and select one of the answers given belowSet A 1. Conducive listening environment 2. Face-to-face channel 3. Active listening through non-verbal cues 4. Open-mindedness a. 1c, 2b, 3a, 4d b. 1d, 2c, 3b, 4a Set B a. Considering others opinions b. Laughing at a joke c. Job interview d. Ensuring silence c. 1a, 2c, 3d, 4b d. 1b, 2d, 3a, 4c
Question 8 : Match the following and select one of the answers given below: Set A 1. Cultural barrier 2. Wrong assumption 3.Physical barrier 4.Passive listening a. 1b, 2a, 3c, 4d b. 1a, 2b, 3d, 4c Set B a. Hearing b. A highly technical speech c. Authority of speakers d. Speaking a different dialect c. 1d, 2c, 3b, 4a d. 1c, 2d, 3a, 4b
Question 9 : Which of the following are characteristics of a good listener? 1. Curiosity 2. Concentration 3. Open mindedness 4. Egocentrism 5. Alertness 6. Critical nature a. 2, 3, 5, 6 b. 1, 2, 3, 4 c. 1, 2, 3, 5 d. 2, 3, 4, 5
Question 10 : Which of the following are strategies for good listening? 1. Relating the speakers main idea with what you know on the subject 2. Focusing on the speakers pronunciation rather than his message 3. Using spare time to catch up with unfinished work 4.Engaging in dialogue with the speaker 5. Taking note 6. Making direct eye contact with the speaker Page 25
a. 1, 2, 5, 6
b. 1, 4, 5, 6
c. .2, 4, 5, 6
d. 3, 4, 5, 6
Question 11 : Which of the following indicate effective listening in the workplace? 1.Apologizing to a customer for poor service 2. Granting a customers request for replacement of a defective product 3. Explaining to a complaining customer that the company was not at fault 4.Finding out why an employee is leaving the organization 5. Gathering information about a patients medical history 6. Criticizing an employee for lack of performance a. 2, 3, 4, 5
ANS KEY 1 2 3 4
b. 1, 2, 4, 5
5 6 7 8 9
c. 1, 2, 3, 4
10 11 12 13 14
d. 1, 2, 4, 6
UNIT 5 PART A Question 1 : A ___________ does not serve any purpose, since it wastes words: a. Cliche b. Redundancy c. Pronoun d. Metaphor Question 2 : A worn expression is known as : a. Cliche b. Jargon c. Slang d. Redundancy
Question 3 : All the following are common errors made in English, except: a. Jargon b. Redundancies c. Frequently misused words d. Cliches Question 4 : Confusing between noun and verb arises with regard to : a. American and British English b. Tenses c. Spellings d. Vowels Question 5 : In business writing, tone depends on : a. Spellings b. Punctuation c. Active or passive voice Question 6 : Nouns that cannot be visualized are known as : a. Abstract nouns b. Concrete nouns c. Common nouns d. Choice of words d. Proper nouns
Question 7 : One advantage of using the passive voice is that it : a. Gives a clearer picture to the receiver of the message b. De-emphasizes a negative idea c. Conveys ideas more vividly d. Draws attention to the doer of the action Question 8 : One broad principle of general writing is a. Write to impress not to express b. Write to express, not to impress c. Tone d. Emphasis and subordination Question 9 : One principle of business writing is : a. Correct usage of parts of speech b. Writing at the appropriate reading level c. Keep it short and sweet d. Active vs. passive voice
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Question 10 : Readability is determined mainly by a. Length of words b. Active and passive voice
c. Punctuation
d. Spelling
Question 11 : Superlatives should be avoided when using which of the following parts of speech? a. Prepositions b. Pronouns c. Nouns d. Adverbs Question 12 : Techniques of emphasis include all the following except : a. Repetition b. Numbering of ideas c. Use of first person pronoun Question 13 : The Fog Index for business writing should be between a. nine(9) to 11 b. eight(8) to 11 c. eight(8) to 12 d. Active voice
d. nine(9) to 12
Question 14 : The Fog Index measures : a. Number of syllables b. Readability of a text c. Number of difficult words d. The average length of sentences Question 15 : The following type of noun should be used to make a message better understood a. Concrete nouns b. Common nouns c. Proper nouns d. Abstract nouns Question 16 : The following type of pronoun could be taken in an offensive way : a. Masculine pronoun b. Second person pronoun c. First person pronoun d. Third person pronoun Question 17 : The following type of pronoun should be used when emphasizing a positive idea : a. Second person pronoun b. Masculine pronoun c. Feminine pronoun d. First person pronoun Question 18 : The following type of punctuation is used in expressions that indicate ownership : a. Comma b. Apostrophe c. Quotation marks d. Colon Question 19 : The following type of punctuation is used to separate a phrase from the main sentence: a. Full stop b. Comma c. Dash d. Brackets Question 20 : The following type of punctuation is used to separate words in a sentence which are not necessary for its structure : a. Comma b. Dash c. Full stop d. Brackets Question 21 : The tone of business writing should be : a. Exaggerated b. Overconfident c. Flattering d. Non sexist
Question 22 : Which type of punctuation is used to enclose what is stated by others ? a. Parentheses b. Quotation marks c. Dash d. Brackets Question 23 : Which type of punctuation is used to indicate a pause that is longer than that expressed by a comma? a. Semi colon b. Full stop c. Dash d. Colon Page 27
Question 24 : Which type of punctuation is used to suggest that a list will follow a statement in sentence form? a. colon b. Dash c. Semi colon d. Apostrophe Question 25 : Which type of punctuation should be used after abbreviations? a. Comma b. Period c. Colon d. Semi Colon Question 26 : Words that sound similar but are spelt differently are : a. Redundancies b. Frequently misused words c. Cliches d. Metaphors Question 27 : Writing style can be improved through use of a. Simple words b. Metaphors c. Slang d. Jargon
Question 28 : ______________ must agree in number with the subject of the sentence: a. Pronouns b. Adverbs c. Adjectives d. Verbs
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 171 18 19 20
b a a c d a b b b a d 21 22 23 24 25 26 27 28 29 30 d b a a b b b d
PART B Question 1 : His performance on the job has been absolutely phenomenal. The word phenomenal is an example of a : a. Strong adverb b. Superlative c. Concrete noun d. Strong adjective Question 2 : Inflation is a major reason for the slow rate of economic growth. The technique of emphasis used here is : a. Important word placed last b. Active voice c. Use of an emphatic word d. Repetition Question 3 : Objectivity in business writing means : a. Using the active voice b. Avoiding the first person pronoun I c. Using the masculine pronoun he d. Using the second person pronoun you Question 4 : Ours is by far the best product in the market today. The tone of this statement can be described as : a. Discriminatory b. Positive c. Over confident d. Insincere Question 5 : Raise and rise are examples of : a. Frequently misused words b. Spellings of noun and verb forms c. British and American spellings d. Redundancies Question 6 : Referring to Human Resources as Manpower is an example of : a. Discourteous tone b. Discriminatory tone c. Frequently misused words d. Subordination
Question 7 : Simple words should be used for all the following reasons, except : a. Allow reader to get the intended message b. Allow reader to focus on the idea
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Question 8 : The active voice should not be used in research reports because : a. It points fingers at the doer of the action b. It emphasizes what has been done c. It emphasizes who has done something d. It makes the report more objective Question 9 : The expression full complete details is an example of : a. complex words b. Slang c. Redundancy d. Cliche Question 10 : The expression her voice was silky smooth is an example of : a. Frequently misused word b. Metaphor c. Cliche d. Slang Question 11 : The expression he's a cool dude is an example of : a. Redundancy b. Slang c. Jargon d. Metaphor Question 12 : The word Kinesics is an example of : a. Complex word b. Jargon c. Slang d. Cliche
Question 13 : The words cognizant and aware mean the same thing. Using cognizant instead of aware is an example of : a. Jargon b. Frequently misused word c. Simple word d. Complex word Question 14 : The words odour and odor are examples of : a. Spellings of noun and verb forms b. British and American spellings c. Frequently misused words d. Common errors in English Question 15 :This salespersons performance was the best. In this sentence, best is an example of : a. Superlative b. Strong adverb c. Verb d. Abstract noun
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
PART C Question 1 : In which of the following situations should the active voice be used? 1. For presenting positive ideas 2. For emphasizing what has been done 3. In research reports 4. For emphasizing doer of the action 5. For more vivid imagery 6. In written business communication, other than research reports a. 1, 4, 5, 6 b. 3, 4, 5, 6 c. 1, 2, 4, 6 d. 2, 3, 5, 6
Question 2 : Match the following sets and select one of the answers given below Set A 1. Write to express, not to impress 2. Metaphors 3. Jargon
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Question 3 : Match the following sets and select one of the answers given below Set A 1. Fog Index 2. Technique of emphasis 3. Non-sexist language 4. Sincere tone a. 1a, 2b, 3c, 4d b. 1d, 2c, 3b, 4a Set B a. Communicating with customers b. Neutral job titles c. Repetition d. Length of words and sentences c. 1b, 2a, 3d, 4c d. 1c, 2d, 3a, 4b
Question 4 : Match the following sets and select one of the answers given belowSet A 1. Abstract nouns 2. Second person pronoun 3. Verbs 4.Adjectives and adverbs a. 1c, 2a, 3d, 4b b. 1b, 2d, 3a, 4c Set B a. Superlatives b. Correct use of tenses c. Emphasize positive ideas d. Difficult to visualize c. 1d, 2c, 3b, 4a d. 1a, 2b, 3c, 4d
Question 5 : Match the following sets and select one of the answers given belowSet A 1. Apostrophe 2. Brackets 3. Colon 4. Comma a. 1a, 2d, 3c, 4b b. 1c, 2b, 3a, 4d Set B a. Separates adjectives in a series b. Suggests that a list will follow a statement c. Separates a phrase from the main sentence d. Indicates possession c. 1b, 2a, 3c, 4d d. 1d, 2c, 3b, 4a
Question 6 : Match the following sets and select one of the answers given belowSet A 1. Passive voice 2. American spelling 3. Quotation marks 4. Active voice a. 1a, 2c, 3d, 4b b. 1d, 2c, 3b, 4a Set B a. Doer of the action b. Enclose title of an article c. Labor d. Negative ideas c. 1c, 2b, 3a, 4d d. 1b, 2a, 3d, 4c
Question 7 : Which of the following are examples of redundancies? 1. Consensus of opinion 4. But nevertheless 2. Widow women 5. Exact same 3. At your earliest convenience 6. Permit me to say Page 30
a. 1, 2, 3, 5
b. 2, 4, 5, 6
c. 1, 2, 4, 5
d. 2, 3, 4, 6
Question 8 : Which of the following are examples of British and American spellings? 1. Visualise and visualize 3. Candour and candor 5. Modernisation and modernization a. 2, 4, 5, 6 b. 1, 2, 3, 5 2. Cheque and check 4. Stationery and stationary 6. Lose and loose c. 1, 3, 4, 5 d. 3, 4, 5, 6
Question 9 : Which of the following are examples of frequently misused words? 1. Affect and effect 2. Splendor and splendour 3. Anyone and any one 4. Disinterested and uninterested 5. Device and devise 6. Quiet and quite a. 1, 2, 3, 6 b. 2, 4, 5, 6 c. 1, 3, 4, 6 d. 1, 3, 4, 5
Question 10 : Which of the following are techniques of emphasizing ideas? 1. Placing the idea in the last paragraph 2. Placing the idea in the first paragraph 3.Using the passive voice to express an unpleasant idea 4. Repeating key words 5. Numbering ideas 6.Using small type, small letters and small font size a. 2, 3, 4, 5 b. 2, 3, 4, 6 c. 1, 2, 4, 5 d. 1, 2, 4, 6
Question 11 : Which of the following sentences include strong adverbs? 1. He has performed brilliantly in the new job 2. Our prices are ridiculously low. 3. Our forecasts have been fantastically accurate 4. Sales have been phenomenal this year 5. He made a ridiculous presentation 6. Profits have been exceptionally high this year a. 2, 3, 4, 5
ANS KEY 1 2
b. 1, 2, 3, 5
3 4 5 6 7 8
c. 1, 2, 3, 6
9 10 11 12
d. 3, 4, 5, 6
UNIT 6 PART A Question 1 : A presentation highlighting a companys achievements is generally addressed to a. Superiors b. Media c. Intermediaries d. Society at large Question 2 :1 All the following are advantages of oral communication except a. Control over receiver s attention b. Immediate feedback c. Conveying complex information d. Personal quality Question 3 : All the following types of presentations may be made to employees except
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Question 4 : An example of a presentation on company viewpoints to society is a. Reporting awards won b. Highlighting features of a new product c. Describing the companys mobile reimbursement policy d. Describing the companys environmental policy Question 5 : Audience analysis involves all the following, except a. Demographic characteristics b. Analysis of the circumstances c. Preferred style of presentation d. Knowledge of the subject Question 6 : One advantage of telephone communication is a. Keeping a permanent record b. Conveying large amount of information c. Permits use of some non-verbal cues d. Good for problem solving Question 7 : Teleconferencing is not suitable for a. Keeping in touch with country offices b. Interviews c. Meetings d. Problem solving Question 8 : The first step in making an oral presentation is a. Defining the specific purpose b. Defining the general purpose c. Development of the key idea d. Audience analysis Question 9 : The most effective style of delivering a presentation is a. Speaking from notes b. Reading from notes c. Speaking impromptu d. Speaking extemporaneously Question 10 : Which of the following is common to the introduction and conclusion of a presentation? a. Closing statement b. Review statement c. Same length d. Attention getting device
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12
PART B Question 1 : A quotation is one example of a. Review statement b. Attention getting opener c. Organizational plan d. Main idea Question 2 : A specific statement of purpose would include all the following except a. Time frame b. Audience analysis c. Measurable goal d. Desired audience behavior Question 3 : An impromptu speech means a. A speech delivered while referring to notes b. A speech delivered without any preparation c. A prepared speech delivered without any supporting aids
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d. A speech delivered by reading from notes Question 4 : Analyzing the circumstances means analyzing the following a. Time constraints b. Your knowledge of the subject c. Your feelings about the subject d. Level of knowledge of the audience Question 5 : Demographic characteristics of the audience include all the following except: a. Occupation b. Age group c. Gender d. Attitudes towards topic of presentation Question 6 : Speaking extemporaneously means a. Reading a highly technical speech b. Speaking without any preparation c. Speaking while referring to notes d. Delivering a speech without any aids Question 7 : Teleconferencing is not suited for problem solving because of a. Difficulty in setting up b. Distance factor c. Advanced technology d. High cost Question 8 : Using a problem-solution approach to present the main points is an example of a. Organizational plan b. Style of presentation c. Style of delivery d. Attention getter
ANS KEY 1 2 3 4 5 6 7 8 9 10
PART C Question 1
Match The following
1 2 3
Proposal to request funds for a new project Briefing on company policy and procedures Proposal to adopt a new travel reimbursement policy 4 Highlighting unique developments in the company a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii Question 2
Match The following
i ii iii iv
b. 1- iii , 2 i , 3 iv , 4 - ii d. 1- i , 2 iii , 3 iv , 4 - ii
1 2 3 4
Calling a meeting at short notice Resolving conflicts between co-workers Keeping in touch with overseas offices Developing marketing strategy for new product launch a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 ii, 3 i , 4 - iii Question 3
Match The following
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i ii iii iv
b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
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i Sales presentations ii Technical presentation iii Technical pictures and elaborate diagrams iv Product demonstration b. 1- ii , 2 i , 3 iv , 4 - iii d. 1- i , 2 iii , 3 iv , 4 - ii
1 2 3 4
General purpose statement Audience age and gender Trigger words Quantified goal
i ii iii iv
a. 1- ii , 2 iii , 3 i , 4 - iv c. 1- iv , 2 i , 3 ii , 4 - iii
ANS KEY 1 2 3 4 5 6
b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
a UNIT 7
PART A Question 1 : Efficient reading requires all the following, except a. Knowledge of grammar and vocabulary b. A purpose c. Proper technique d. No background knowledge Question 2 : Reading for information about what is happening within your organization is called a. Reading for pleasure b. Reading for personal interest c. Reading for internal information d. Professional reading Question 3 : Reading for the pure pleasure of reading is known as a. Extensive reading b. Skimming c. Scanning d. Intensive reading Question 4 : Reading may be described by all the following, except a. A passive process b. A skill c. An active process d. Thinking under the stimulus of the printed page Question 5 : Reading refers to which element of the communication process? a. Encoding b. Decoding c. Message d. Channel Question 6 : The first level of reading refers to a. Reading beyond the lines b. Reading without in-depth understanding c. Recognizing the writer's intended meaning d. Reading between the lines Question 7 : The natural way of reading is
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a. Loud reading
b. Intensive reading
c. Extensive reading
d. Silent reading
Question 8 : The SQ3R technique of reading was developed by a. John Morrison b. Robinson c. Webster d. Francoise Grellet Question 9 : There are ___________ different types of reading a. Two b. Three c. Five d. Four
ANS KEY 1 2 3 4 5 6 7 8 9
PART B Question 1 : A management student reading a marketing text book is an example of reading for the following purpose : a. Knowledge b. Research purposes c. Pure pleasure d. Personal interest Question 2 : A Marketing manager reading a text book on Marketing is an example of a. Skimming b. Action reading c. Extensive reading d. Professional reading Question 3 : Condensing & summarizing a business article after you have read it is an example of: a. Professional reading b. Scanning c. Action reading d. Intensive reading Question 4 : Reading the lines of a written text means a. Gaining in-depth understanding b. Superficial understanding of words c. Understanding the intended meaning d. Going beyond the intended meaning
ANS KEY 1 2 3 4 5 6 7
PART C Question 1 : Read the following paragraph. At the end of each sentence, you will find the letters M (main idea) and S (supporting detail). Identify in each case, whether it is M or S and select one of the answers given below1. The moon's gravity pulls the earth's oceans towards it, as it moves around the earth. (M/S). 2. Then it lets them go again. (M/S) 3. These movements of the oceans are the tides. (M/S) 4. The sun also affects the tides. (M/S) a. 1M, 2M, 3M, 4M b. 1M, 2M, 3S, 4S c. 1M, 2S, 3M, 4S d. 1S, 2S, 3M, 4M
Question 2 : Read the passage given below and try to insert words in the blanks from the words given below. The words that you choose should be contextual based. In a successful negotiation, no one should feel that they have lost. You should reach a win- __1___ solution. After one side makes a proposal, the other should make a 2___ -offer. If both sides make 3_ you can work towards a compromise. By making a goodwill ___4___ you may get something from the other side. Page 35
2. a)counter b)condition c)consensus 4. a)gesture b)mannerism c)etiquette c. 1b, 2c, 3a, 4b d. 1a, 2c, 3a, 4b
b UNIT 8
PART A Question 1 : A meeting called to discuss arrangements for a specific event is called a. Progress meeting b. Task oriented meeting c. Decision making meeting d. Information sharing meeting Question 2 : A meeting should generally include the following number of participants a. 7-11 b. 8-12 c. More than 11 d. Less than seven Question 3 : A technique for encouraging participation, whereby participants are encouraged to contribute their ideas independently is known as a. Participation in reverse order of seniority b. Nominal group technique c. Overhead questions d. Relay questions Question 4 : All the following are characteristics of meetings, except: a. Focused b. Planned c. Highly formal d. Structured Question 5 : The most challenging type of meeting is a. Task oriented meeting b. Information sharing meeting c. Progress meeting d. Problem solving meeting Question 6 : The most frequently held type of meeting is a. Problem solving meeting b. Progress meeting c. Information sharing meeting d. Task oriented meeting Question 7 : The most important step in planning a meeting is to decide a. Type pf meeting b. Type of participants c. Number of participants d. Agenda for meeting
ANS KEY 1 2 3 4 5 6 7 8
PART B Question 1 : A meeting where there are unrelated discussions is one which lacks a. Leadership b. Organization c. Conclusion d. Focus Question 2 : A meeting without an agenda is like a ship without a destination. This means that the meeting a. Has no goal b. Lacks leadership c. Is inconclusive d. Is disorganized
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Question 3 : A structured meeting would include all the following except a. Goals b. Convergence c. Freedom to discuss any topic d. Agenda Question 4 : Convergence means a. Summing up different viewpoints b. Hearing all viewpoints before arriving at a decision c. Summarizing what has been discussed d. Keeping the meeting focused Question 5 : Meetings are efficiently conducted when they are a. Conclusive b. Unstructured c. Minuted d. Time consuming
ANS KEY 1 2 3 4 5 6 7
PART C Question 1
Match The following
1 Nominal Group Technique 2 Convergence 3 Minutes 4 Opening the meeting a. 1- ii , 2 iii , 3 i , 4 - iv c. 1- iv , 2 i , 3 ii , 4 - iii Question 2
Match The following
i Permanent record ii Unbiased iii Outline of meeting iv Different viewpoints b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- ii , 2 iv , 3 i , 4 - iii
1 2 3 4
i ii iii iv b. d.
Exchanging views on competitors advertising strategies Reviewing the different stages of an advertising campaign Discussing arrangements for a new product launch party Developing a new advertising strategy to increase product awareness 1- ii , 2 iii , 3 iv , 4 - i 1- i , 2 iii , 3 iv , 4 - ii
1 Overhead question 2 Nominal group technique 3 Direct question 4 Participation in turns a. 1- ii , 2 iii , 3 i , 4 - iv c. 1- iv , 2 i , 3 ii , 4 - iii
i Opening a meeting ii Group question iii Decision making meeting iv Classroom atmosphere b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
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2. Encouraging balanced participation 4. Keeping the meeting focused 6. Summarizing what has been discussed c. 5, 4, 2, 6, 3, 1 d. 5, 2, 4, 3, 1, 6
Question 5: Which of the following should be included in an agenda? 1. Outline of the meeting 2. Time budget for each item to be discussed 3. Desired outcome of the meeting 4. Expectations of participants 5. Deadline for completion of tasks 6. Prioritization of issues a. 1, 2, 3, 6
ANS KEY 1 2 3
b. 1, 3, 5, 6
4 5 6
c. 1, 3, 4, 6
d. 2, 3, 4, 6
c UNIT 9
PART A Question 1 : All the following are principles of precis writing except a. Condensation b. Components c. Coverage d. Comprehension Question 2 : Components of a memo include all the following except a. Body b. From heading c. Formal close d. Call for action
Question 3 : Memo is derived from a Latin word which means a. A thing which must be remembered b. A thing which must be memorized c. A thing which must be written d. A thing which must be communicated Question 4 : One characteristic of a memo is a. Formal b. Tool for external communication c. Concise d. Pretentious d. Content d. Signature line d. Memoirs d. First person pronoun I
Question 5 : The format of a memo depends on its a. Length b. Purpose c. Degree of formality Question 6 : The header of a memo includes the following a. Subject line b. Body c. Close Question 7 : The word memo is a short form for a. Memory b. Memorizing c. Memorandum Question 8 : Unlike a formal report a memo may use a. Passive voice b. Third person pronoun c. Masculine pronoun Question 9 : Unlike a letter a memo need not have a. A date b. A formal salutation c. A body
d. A to heading
Question 10 : Which of the following is needed to fulfill the principles of precise writing?
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a. Condensation
ANS KEY 1 2 3 4
b. Comprehension
5 6 7 8 9
c. Coverage
10 11 12
d. Elements
PART B Question 1 : A memo is known as an inter office memo because a. It is used to communicate with peers b. It is used to communicate with superiors c. It is used to communicate with subordinates d. It is used to communicate between all levels in the organization Question 2 : A precise is not complete unless it includes a. The main ideas b. A caption c. Subheads d. Paragraphs
Question 3 : Following all the 3 Cs of precise writing involves a. Shortening the length of sentences and paragraphs b. Reducing the length but retaining the meaning c. Highlighting one key idea d. Reducing the article to half its size Question 4 : Prcis writing means a. Writing with precision c. Preparing a brief summary of an article
ANS KEY 1 2 3 4 5 6 7
PART C Question1
Match The following
1 Passive voice 2 Direct organizational plan 3 Persuasive memo 4 Indirect organizational plan a. 1- iv , 2 i , 3 iii , 4 - ii c. 1- iv , 2 i , 3 ii , 4 - iii Question 2
Match The following
i Informational memo ii Reasons first iii Call for action iv Regular reports b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
i Personal pronouns ii Call for action iii Multiple audiences iv Main message b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
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ANS KEY
c UNIT 10
PART A Question 1 : All email message should include a. Attachments b. First person pronouns c. Humor d. Subject lines
Question 2 : All the following are characteristic of an intranet except a. Part of an informal communication network b. Suited for virtual companies c. Meant for internal stakeholders d. Used to share HR related information Question 3 : All the following types of information can be posted on the intranet except a. Employee benefits b. Declared holidays c. Company policies d. Performance appraisals Question 4 : One advantage of the intranet is a. Easy to develop and maintain b. Easy to get started c. Avoids information overload d. Will be readily used by all employees Question 5 : One disadvantage of the intranet is a. Large investment in time and money b. Encourages grapevine c. Is inferior to email d. Not suited for small organizations Question 6 : One way of enhancing readability of email messages is through a. Stressing on the me attitude b. Paragraph captions c. Putting important information last d. Sending multiple copies to a number of recipients Question 7 : The intranet can be accessed by a. Customers b. Employees c. Suppliers d. Distributors d. Spontaneous d. What is formal mail?
Question 8 : Which of the following describes email? a. Formal b. Time consuming c. Tool for external communication Question 9 : WIFM stands for a. Where is it for me? b. Why is it for me?
ANS KEY 1 2 3 4 5 6 7 8 9 10
PART B Question 1 : An intranet differs from an extranet in the following way a. Intranet is a private website b. Intranet is meant only for internal stakeholders c. Intranet is more suitable for large organizations d. Intranet is expensive to maintain Question 2 : The intranet discourages grapevine because it avoids creating a. Transparency gap b. Official information c. Information overload d. Paperwork
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Question 3 : The intranet helps to save time because a. Employees need not be trained b. The content need not be updated c. It does not involve any paperwork d. It is easy to get started Question 4 : Which of the following is a regular expense incurred by the intranet? a. Training employees b. Getting started c. Convincing old economy employees d. Updating the content
ANS KEY 1 2 3 4 5 6 7 8
PART C Question 1
Match The following
i Etiquette ii Bullet points and white space iii Acronym iv Reader benefits b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
1 Transparency gap 2 Discussion board 3 Information overload 4 Paperless communication a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii Question 3
Match The following
i Time saver ii Official channel iii Focused meetings iv Email b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
1 Getting started 2 Developing and maintaining content 3 Training employees 4 Convincing old economy employees a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii Question 4
Match The following
i Customization of intranet ii Benefits of technology iii Updating of information iv Familiarization with intranet b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
1 2 3 4
i ii iii iv
Careful wording You attitude Positive and courteous Paragraph captions Page 41
a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii
ANS KEY 1 2 3 4 5 6
b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
d UNIT 11
PART A Question 1 : A letter written by a customer to a seller, asking for some type of action to correct a problem with the product is known as a. Routine claim letter b. Letter of complaint c. Routine request d. Letter requesting credit Question 2 : A sellers response to a routine claim letter is known as a. Routine adjustment letter b. Routine reply c. Order letter d. Routine request
Question 3 : All the following are principles of business letter writing except a. Consideration b. Directness c. Precision d. Ambiguity Question 4 : Letters inviting the provider of a service to quote the rates for that service are known as a. Quotations b. Order letters c. Routine requests d. Tenders Question 5 : Letters sent to suppliers asking for the prices of raw materials are known as a. Tenders b. Collection letters c. Quotations d. Order letters Question 6 : Letters that have no business objective are known as a. Letters granting credit b. Goodwill letters c. Routine requests d. Collection letters Question 7: The most common type of business letter is a. Bad news letter b. Routine letter c. Good news letter d. Persuasive letter Question 8 : The most common type of persuasive letter is a. Order letter b. Collection letter c. Routine claim letter d. Sales letter
Question 9 : Which of the following is not a compulsory part of a business letter? a. Salutation b. Close c. Attention line d. Body
ANS KEY 1 2 3 4 5 6 7 8 9 10
PART B Question 1 : A letter to a customer congratulating him for being the owner of the company's brand of product is an example of a. Routine reply letter b. Routine adjustment letter c. Goodwill letter d. Collection letter Question 2 : An adjustment refers to the following a. Action requested by a customer to correct a defective product
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b. Action taken by the seller in response to a customer request c. A complaint by the buyer d. A refund on the product Question 3 : Clarity in a business letter involves a. Avoiding jargon b. Avoiding redundancies c. Using minimum words d. Stressing the you attitude Question 4 : Conciseness in a business letter means a. Using Ps and Qs b. Avoiding redundancies c. Avoiding slang d. Avoiding jargon
Question 5 : Consideration in a business letter means a. Stressing the me attitude b. Using first person pronouns c. Stressing the you attitude d. Appealing to the sender's interest Question 6 : Dear Customer is an example of a. Informal salutation c. Salutation for addressing a firm
ANS KEY 1 2 3 4 5 6 7 8
PART C
Question 1
Match The following
1 Adjustment 2 Order letter 3 Bad news letter 4 AIDA format a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii Question 2
Match The following
i Persuasive message ii Supplier iii Replacement of a defective product iv Rejecting a business proposal b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
1 2 3 4
i ii iii iv b. d.
We apologize for the delay in handling your complaint The noisiest machine vs. The machine that made the most noise Our carpets last 10 years longer than others - we use Oriental wool Now you can avail of our internet banking facilities, anytime, anywhere 1- ii , 2 iii , 3 iv , 4 - i 1- i , 2 iii , 3 iv , 4 - ii Page 43
Question 3
Match The following
Salutation
i ii iii iv b. d.
We trust that this will be the beginning of a profitable business relationship Gentlemen Attn:Thomas Smith, Production Manager Re:Inferior quality of color slides. 1- ii , 2 iii , 3 iv , 4 - i 1- i , 2 iii , 3 iv , 4 - ii
Question 4 : Which of the following are principles of business letter writing? 1. Using the language of advertising 2. Using language that the layperson can understand 3. Making generalized statements 4. Thanking a customer for registering a complaint 5. Linking product features with benefits offered 6. Using short, uncomplicated words a. 1, 2, 4, 6 b. 2, 3, 4, 6 c. 2, 4, 5, 6 d. 2, 3, 5, 6
ANS KEY 1 2 3 4 5 6
c UNIT 12
PART A Question 1: A press release is better known today as a. Public relations b. Publicity c. News release d. Advertising
Question 2: Corporate advertising that aims to correct communication problems with special publics is known as a. Institutional advertising b. Public relations advertising c. Advocacy advertising d. Public service advertising Question 3: Corporate advertising that tries to change the negative attitude towards a companys products is known as a. Corporate umbrella advertising b. Corporate sponsorship c. Public relations advertising d. Public service advertising Question 4: Corporate identity includes all the following except a. Brand name b. The nature of business c. Logo Question 5: One advantage of a news release is a. Unpaid form of communication c. Can appear in all media d. Slogan
Question 6: One example of an organization that did corporate advertising during a crisis is a. ITC b. United Breweries c. Tata and Birla d. Coke and Pepsi Question 7: One specific objective of corporate advertising is a. To communicate corporate social responsibility b. To inform c. To build goodwill d. To sell the organization to various publics
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Question 8: The broad aim of corporate advertising is a. To sell the company's products b. To build a positive image of the company c. To highlight a unique development in the company d. To influence public opinion Question 9: The specific objective of corporate advertising during a crisis is a. To project the culture and values of the organization b. To make the organization better understood c. To safeguard corporate reputation d. To communicate that the organization is socially responsible Question 10: Which of the following is not a component of a press release? a. Answers to key questions b. Company credentials c. Impact on the community d. Call for action
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12
PART C Question 1
Match The following
1 Corporate advertising objective 2 Event sponsorship 3 Corporate social responsibility 4 Crisis communication a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii
i Protect corporate reputation ii Increase visibility iii Change of attitude iv Public service advertising b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
Question 2 : Which of the following are guidelines for effective corporate advertising? 1. Short spells of advertising 2. Long-term image building 3. Hard hitting messages 4. Advertising testing 5. Subtle messages 6. Advertising as an investment a. 1, 3, 4, 6 b. 2, 4, 5, 6 c. 1, 2, 4, 6 d. 2, 3, 4, 6
Question 3 : Which of the following are highlighted in the above press release? 1. New achievement 2. Involvement in community projects 3. Answers to questions where and how 4. Answer to question why 5. Evidence of the company s ability in the area 6. Benefits to the community a. 1, 3, 5, 6
ANS KEY 1 2 3 4
b. 2, 3, 5, 6 c d a
c. 1, 4, 5, 6
d. 1, 2, 3, 6
UNIT 13 PART A Question 1 : A one-time report prepared when an unique event occurs is called
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a. Proposal
b. Situational report
c. Periodic report
d. Compliance report
Question 2 : A report that may inform analyze and persuade at the same time is a. Report on company policies and procedures b. Proposal to government seeking funds c. Research report d. Sales report Question 3 : Periodic reports include a. Progress reports b. Proposals c. Situational reports d. Policies and procedures d. Format
Question 4 :The degree of formality of a report depends on a. Purpose of the report b. Length c. Frequency of the report
Question 5 : The most complex of all reports is a. Research report b. Manuscript report c. Marketing strategy report d. Project report Question 6 : The quality of a report is determined mainly by a. The language of the report b. The visual aspects c. The length of the report d. The accuracy of the data Question 7 : Which of the following does not describe a report? a. Orderly b. Subjective c. Helps decision making d. Helps in problem solving Question 8 : Which of the following reports is prepared only for internal audiences? a. Compliance reports b. Proposals c. Routine management reports d. Project report Question 9 : Which of the following reports seeks to persuade? a. Routine management report b. Policies and procedures c. Progress report
ANS KEY 1 2 3 4 5 6 7 8 9 10 11 12
d. Proposal
PART B Question1 : Objectivity in a business report means the following a. Use of active voice b. Use of passive voice c. Use of the first person pronoun d. Emphasizing the doer of the action Question 2 : Orderly in a business report means a. The pages are numbered b. A contents page is included c. The report is neatly presented d. The different sections are arranged in a proper sequence Question 3 : The purpose of adding extra parts to a report is a. To impress the reader b. To increase the length of the report c. To help the reader in understanding the report better d. To make the report more formal Question 4 : The purpose of including a letter of transmittal is a. To indicate that the report has been completed b. To summarize the entire report c. To greet the readers of the report d. To help the reader locate a particular piece of information
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ANS KEY
PART C Question 1
Match The following
i Bibliography ii Body of report iii Executive summary iv Technical specifications b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
i Passive voice ii Customer perceptions of a new product iii Analysis of reasons for declining sales iv Logical flow b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
1 Memo format 2 Manuscript format 3 Proposal 4 Research report a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii Question 4
Match The following
1 Letter of transmittal 2 Title page 3 Contents page 4 Executive summary a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- i , 2 ii , 3 iii , 4 - iv
ANS KEY 1 2 3 4 5 6
i Introduction to the report ii Description of the study iii Organization of the report iv Overview of the report b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
c UNIT 14
PART A
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Question 1 : A career objective should include a. Specific area where you wish to work b. Name of your preferred employer c. Your preferred designation d. Where you see yourself in ten years Question 2 : A resume summarizes the following a. Strengths and weaknesses b. Personality c. Education and experience d. Hobbies Question 3 : One guideline for giving your resume a professional appearance is : a. Make it colorful b. Use multiple typefaces c. Avoid special effects d. Include as much text as possible Question 4 : The length of a resume should not exceed: a. One page b. Two pages c. Three pages d. Four pages
Question 5 : Which of the following is characteristic of a chronological resume? a. Appropriate for experienced candidates b. Mentions most recent job or qualification first c. Appropriate when education and experience are unrelated to the job applied for d. Not commonly used Question 6 : Which of the following is characteristic of a functional resume? a. Appropriate for recent college graduates b. Most commonly used resume format c. Appropriate when education and experience are related to the job applied for d. Groups jobs in a particular area together Question 7: Which of the following is most important while writing experience section of a resume? a. Job designations b. Voluntary jobs c. Job descriptions d. Part time jobs Question 8: Which of the following should be listed at the end of the resume? a. References b. Basic data c. Skills d. Organizations and Activities Question 9: Which of the following should be listed first in a resume? a. Career objective b. Education c. Experience d. Basic data Question 10: Which of the following would be listed in the skills section of the resume? a. Hobbies b. Knowledge of languages c. Special interests d. Membership of professional associations
ANS KEY 1 2 3 4 5 6 7 8 9 10 11
PART B Question 1 : Listing your education and experience in reverse chronological order means a. Listing your most recent job and qualifications first b. Listing your most recent job and qualification last c. Listing your most recent job first and your most recent qualification last d. Listing your most recent qualification first and your most recent job last
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Question 2 : Technical terms may be used in a resume because a. They impress potential employers b. They indicate that you have domain knowledge c. Most employers understand jargon d. They describe the duties performed by you Question 3 :The functional resume is not suitable for recent college graduates because a. It is used when experience is not related to the job applied for b. It is used when changing careers completely c. It is used when a number of jobs have been held in different areas d. It is difficult to prepare Question 4 : The resume should be written before the job application letter because a. The resume is seen first b. The resume helps to decide what to highlight in the letter c. The resume is more important than the letter d. Most employers do not read application letters Question 5 :Which of the following would make a resume sound wordy and verbose? a. Action words b. Redundancies c. Simple brief statements d. Jargon
ANS KEY 1 2 3 4 5 6 7
PART C Question 1
Match The following
1 2 3 4
Solicited application letter Attention getting opening Creating interest Convincing potential employer a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii Question 2
i ii iii iv
Providing evidence and benefits Showing familiarity with employer Subject line Relating qualifications with the job
b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
1 2 3 4
i ii iii iv b. d.
Marketing Research Executive in charge of Wire Line Phones Occupation :Chartered Accountant To excel as a faculty in the domain of Marketing Qualified in final exams of Institute of Company Secretaries of India 1- ii , 2 iii , 3 iv , 4 - i 1- i , 2 iii , 3 iv , 4 - ii
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1 2 3
i Life member, IMA, ISTE ii Internet surfing and watching TV business channels iii Prof. S. Kulkarni, Chartered Accountant, Railway Station Rd., Kolhapur, Maharashtra iv MS Word, MS Excel, MS Power Point, Internet Concepts b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
Question 4 :Arrange the following resume components in the right sequence1. Career objective 2. Education 3. Basic data 4. Experience 5. Organizations and activities 6. References 7. Skills a. 1, 2, 4, 5, 7, 6, 3 b. 2, 1, 4, 7, 5, 6, 3 c. 3, 2, 1, 4, 7, 5, 6 d. 3, 1, 2, 4, 7, 5, 6
Question 5 : Which of the following would require a functional resume? 1. Changing jobs frequently 2. Changing your area of specialization from Finance to Marketing 3. Applying for an entry-level position 4. Applying for a faculty position based on your industry experience 5. Summarizing your experience in Marketing and Finance separately 6. Including a chronological work history after the summary of experience a. 1, 2, 4, 5
ANS KEY 1 2
b. 2, 4, 5, 6
3 4 5 6 7
c. 2, 3, 4, 5
d. 1,2, 5, 6
b UNIT 15
PART A Question 1 : Social topics are an example of a. Abstract topics b. Case based topics c. Film based topics d. Knowledge based topics d. Leadership skills
Question 2 : The main purpose of a group discussion is to measure a. Knowledge b. Personality c. Group communication skills Question 3 : The number of participants in a GD is generally a. 15-20 b. 8-15 c. 5-10 d. 20-25 Question 4 : The primary role of a moderator is to a. Facilitate the smooth functioning of the GD c. Announce the GD topic
Question 5 : The time that is normally allotted for a GD is a. 30 minutes b. 45 minutes c. One hour
MBA I (Business Communication )(MB 0023/39)
Question 6 :Which of the following account for the majority of topics given for GDs? a. Political topics b. Sports related topics c. Economic topics d. IT topics Question 7 : Which of the following is not a skill required for a GD? a. Oratory skills b. Group skills c. Leadership skills d. Content knowledge Question 8 : Which of the following is part of group behavior during a GD? a. Correct use of language b. Etiquette c. Accurate wording of messages d. Displaying your knowledge Question 9 :_______________ refers to how you say something a. Content b. Group behavior c. Communication
ANS KEY 1 2 3 4 5 6 7 8 9 10 11
d. Leadership
PART B Question1 : A GD is highly structured because a. It is coordinated by a moderator b. It measures group communication skills c. Members have to listen to the views of others d. The topic time and number of participants are all decided in advance Question 2 : Communication skill in a GD means a. Speaking with a perfect accent b. Using colorful language c. Making sure you are understood d. Being wordy and verbose Question 3 : Group behavior during a GD means : a. Agreeing with others views and opinions b. Imitating other members of the group c. Giving more importance to the ideas of others d. Hearing out the views of others Question 4: Moderating a GD means a. Expressing your own views on the topic b. Making sure the discussion is focused on the topic c. Criticizing the views of participants d. Giving suggestions to participants Question 5: Today group communication skills are more important than individual communication skills because : a. Group is stronger than the individual b. It is more difficult to communicate in a group c. Major decisions are made after discussion with others and not in isolation d. There is no way of assessing individual communication skills
ANS KEY 1 2 3 4 5 6 7
PART C Question 1
Match The following
MBA I (Business Communication )(MB 0023/39)
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1 Pre-interview preparation 2 During the interview 3 Commonly asked interview question 4 Job related information a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii Question 2
Match The following
i Opportunity for career ii Structuring the interview iii Body language iv Strengths and weaknesses b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
1 Content 2 Communication 3 Group behavior 4 Leadership skills a.1- iii , 2 ii , 3 iv , 4 - i c.1- iv , 2 i , 3 ii , 4 - iii Question 3
Match The following
i Wording the message accurately ii Being open to others ideas iii Being a role model iv Displaying general knowledge & awareness b. 1- ii , 2 iii , 3 iv , 4 - i d. 1- i , 2 iii , 3 iv , 4 - ii
1 2 3 4
i ii iii iv b. d.
a. 1- iii , 2 ii , 3 iv , 4 - i c. 1- iv , 2 i , 3 ii , 4 - iii
Inflation cannot be controlled. The fate of the nuclear deal depends on the governments survival Distance education programs should use technology enabled learning . Women must be empowered to become self sufficient 1- ii , 2 iii , 3 iv , 4 - i 1- i , 2 iii , 3 iv , 4 - ii
Question 4 :Which of the following are characteristics of a group discussion? 1. Pre-determined seating arrangement 2. Fixed duration 3. Discussion controlled by moderator 4. Participants assessed by moderator 5. Purpose is to measure leadership skills 6. Listening is important for success a. 1, 2, 4, 6
ANS KEY 1 2
b. 1, 3, 5, 6
3 4 5 6
c. 2, 3, 4, 6
d. 2, 3, 5, 6
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