Model Question Paper Business Communication & Soft Skills (SMB102)

1. Answer all 100 questions. Each question carries one mark.

Which of the following information should not be included in the education section of a rsum? (a) (b) (c) (d) (e) he list of technical schools attended including location and dates of attendance he ma!or area of stud" of the a##licant $ro!ects undertaken that show an abilit" to work with others% and writing or s#eaking acti&ities' #ublications' and roles in academic or #rofessional organi(ations he details of marks obtained b" the a##licant in his res#ecti&e areas of stud" he degree awarded. *an "ou tell us about "ourself? Are "ou a nati&e of +ihar? Are "ou familiar with our #olic" on absenteeism? ,id "ou see the -.o /moking0 sign in the cafeteria? ,o "ou ha&e an" knowledge of our com#an"?

2.

Which of the following is an o#en)ended question with regard to an inter&iew? (a) (b) (c) (d) (e)

3.

he te1t of a re#ort follows the structure #o#ular in oral #resentations. - ell them what "ou told them0 im#lies which of the following #arts of the structure? 2. 2ntroduction. 22. +od" of the re#ort. 222. /ummar"' conclusions and recommendations. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (22) abo&e 3nl" (222) abo&e +oth (2) and (22) abo&e All (2)' (22) and (222) abo&e. 2nformational 4unctional 4ormal $eriodic 5lossar".

he following are e1am#les of classification of re#orts' e!cept (a) (b) (c) (d) (e)

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6isual aids are used to 2. /trengthen the material b" clarif"ing' sim#lif"ing' or em#hasi(ing it. 22. *on&e" information ob!ecti&el" from one organi(ational area to another. 222. Attract the reader0s attention for a s#ecific #ur#ose. (a) (b) (c) (d) (e) 3nl" (2) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e. 7efund 7e#lacement E1change $lacing future orders $a"ment for damages.

#.

A claim letter is written when there is a request for all the following situations' e!cept for (a) (b) (c) (d) (e)

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Which of the following acti&ities must be undertaken b" all #ros#ecti&e !ob a##licants to identif" their strengths' interests and achie&ements and find read" answers to questions asked during an em#lo"ment inter&iew? (a) (b) (c) (d) (e) 8ob anal"sis *areer #lanning /elf)anal"sis *areer anal"sis 8ob e&aluation.

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.egotiation tactics hinge on the &ariables' some of which are conceded b" one #art" and some b" the other #art". 6ariables that are traded are referred to as (a) (b) (c) (d) (e) *onclusions 7ecessions *ontortions *oncessions *onfessions. 2t is useful for #eo#le who are !ust entering the !ob market 2t is the traditional and the most common kind of rsum 2t is organi(ed around a series of skills and accom#lishments Em#lo"ment and academic e1#erience are included in the subordinate sections he focus is on indi&idual areas of com#etence. $ostscri#t Abstract able of contents 5lossar" A##endi1.

&.

Which of the following is not true regarding a functional rsum? (a) (b) (c) (d) (e)

10.

he following are the elements of a re#ort' e!cept (a) (b) (c) (d) (e)

11. 2n re#orts' the most commonl" used &isual aids are tables' bar charts' line charts' #ie charts' ma#s' flowcharts' diagrams' and #hotogra#hs. Which of the following is9are true regarding tables? 2. 22. 222. (a) (b) (c) (d) (e) he" are used to #resent detailed numerical information. he" are ideal when the audience need the facts. he" de#ict changes in quantitati&e data o&er time and illustrate trends. 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e.

12. :anish attended a soft)skills training class but could not hear the lecture #ro#erl"' as there was a lot of disturbance in the ad!acent hall' where a marriage was being #erformed with full blast of trum#et)blow. Which of the following are the barriers to listening that disturbed :anish? (a) (b) (c) (d) (e) ,istracting sounds $oor acoustics ;ncomfortable seating arrangements Egocentrism :essage o&erload.

13. *hitra com#leted her :+A in <00= from >arnataka ;ni&ersit". /he com#leted her graduation in 8une <001. /he has to furnish this information in which of the following sections of a rsum? (a) (b) (c) (d) (e) $ersonal data Education ?onors /kills summar" Achie&ements.

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he following are the guidelines to be followed for #re#aring a -request memo0 in order to moti&ate the reader to take the desired action' e!cept (a) (b) (c) (d) (e) he reasons for the request should be #resented 4inancial costs in&ol&ed' should be e1#lained 2f the memo is #ersuasi&el" written' it should be eas" for the reader to sa" -"es0 4eedback on an" misunderstood or unclear #oints should be encouraged hroughout the memo' tact and di#lomac" should be maintained.

1". Which of the following inter&iews #rimaril" seek to induce somebod" to ado#t a new idea' #roduct or ser&ice and are generall" associated with selling? (a) (b) (c) (d) (e) ,isci#linar" inter&iews $ersuasi&e inter&iews *ounseling inter&iews $erformance a##raisal inter&iews Em#lo"ment inter&iews.

1#. Although there is great &ariet" in the sub!ect matter' needs of the audience' and t"#es of re#orts' there are a few ste#s that la" the foundation of a re#ort. Which of the following are the ste#s of a re#ort? 2. 22. 222. 26. (a) (b) (c) (d) (e) ,efining the #roblem and the #ur#ose. 2dentif"ing and organi(ing the issues for in&estigation. *onducting research. Anal"(ing and inter#reting data' drawing conclusions and de&elo#ing recommendations. +oth (2) and (22) abo&e +oth (2) and (222) abo&e +oth (2) and (26) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e.

1$. Which of the following statements is9are not true regarding 5antt chart? 2. he length of the bars de#icts the quantities the" re#resent. 22. 2t gra#hicall" dis#la"s time relationshi#s. 222. 2t is a hori(ontal bar chart. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e All (2)' (22) and (222) abo&e.

1%. .egotiation is essentiall" a communication #rocess between two #arties and its success' to a great e1tent' de#ends on how well the two #arties can build bridges of (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) $riorit" 7a##ort 5oal 2deals 7elationshi#. Write directl" @ the manager would not ha&e asked for ideas unless he thought the writer had something to offer +egin with #ositi&e comments and then tactfull" #resent suggestions 5rou# ideas according to the sub!ect and use headings to highlight them +e s#ecific and do not stra" off the #oint ,esign as a fill)in form on which data can be entered quickl".

1&. Which of the following statements is not true regarding the guidelines for writing ideas and suggestions memo?

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20. Which of the following is not true with regard to the heading and date of a standard letter? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) he heading contains the message he date is t"#ed two to si1 lines below the last line of the letterhead he month should be s#elled out but not abbre&iated 2t is better to a&oid #utting the date in numerals 2f the letter is written on blank #a#er' the writer0s address must come immediatel" abo&e the date. $ersonal title of the recei&er $rofessional title of the recei&er he name of the recei&er he name of the recei&er0s com#an" he name of the sender.

21. All the following are included in the -inside address0 of a standard letter' e!cept

22. At the end of a re#ort' Aconclusions and9or recommendationsB should be made based on the e&idence that has amassed o&er the course of an in&estigation. Which of the following statements is9are true regarding -conclusion0? 2. 22. 222. (a) (b) (c) (d) (e) his is a logical inter#retation of what the facts in the re#ort mean. his is ina##ro#riate in a re#ort when "ou are not e1#ected to su##l" it. his suggests what ought to be done about the facts. 3nl" (2) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e.

23. .egotiation can be handled in different wa"s and its outcome de#ends on the t"#e of a##roach. A win)lose a##roach to negotiation is marked b" which of the following? (a) (b) (c) (d) (e) /a&ager" ?armon" *om#etiti&eness Ca(iness ,iscord. .o&ember 1' <000 >artheek >a#oor /uresh /anda Em#lo"ee turno&er data

2 . *onsider the following e1am#le and identif" the categor" it belongs to from the o#tions gi&en. ,ate o 4rom /ub!ect (a) (b) (c) (d) (e)

At the meeting last ,ecember' "ou mentioned about em#lo"ee turno&er. *ould "ou send me a co#"? hanks. A well organi(ed memo A &ague memo A clear memo A word" memo An ambiguous memo.

2". Which of the following statements is9are true regarding the organi(ation of information in well)written a##lication letters? 2. 22. A##lication letter alwa"s focuses on a central selling #oint. he central selling #oint is introduced in the first or the second #aragra#h and stressed in the #aragra#hs that follow. 222. 2t is best to limit the a##lication letter to one #age and to four or fi&e #aragra#hs. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e. $age of 2"

2#. Which of the following is true regarding the sim#lified block letter format? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) All lines in this format begin at the right margin /alutation is #laced abo&e the signature block he sub!ect line is #laced a double s#ace abo&e the inside address and a double s#ace below the bod" /alutation and com#limentar" close are included All lines begin at the left margin. Authori(ation *onclusion /ummar" 7ecommendation 7e&iew. he

2$. A re#ort can end in all the following wa"s' e!cept with a9an

2%. .egotiation can be handled in different wa"s. he outcome of a negotiation de#ends on the a##roach. following are the different a##roaches to negotiation' e!cept (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) +argaining orientation *om#romise Cose)lose orientation Win)win orientation :ani#ulation. $ictograms $ie charts Cine charts 4lowcharts +ar charts.

2&. Which of the following &isual aids can be more dramatic than being meaningful?

30. Which of the following forms of listening in&ol&es !udging the clarit"' accurac" and reliabilit" of the e&idence that is #resented' and being alert to the effects of emotional a##eals? (a) (b) (c) (d) (e) 31. Acti&e listening *ritical listening *om#rehensi&e listening ,istincti&e listening $assi&e listening.

he work e1#erience section #ro&ides information about one0s em#lo"ment histor". he following information should be included in this section' e!cept (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) he title of the !ob' including its ma!or res#onsibilities he inclusi&e dates of em#lo"ment for the !ob he name of the em#lo"er and the location of the !ob /ignificant accom#lishments on the !ob he im#ortant !ob skills acquired. $resenting "our ke" qualifications for the !ob' highlighting what is on "our rsum D !ob)related education and training% rele&ant work e1#erience% and related acti&ities' interests' and qualities Ado#ting a mature and businesslike tone When res#onding to a !ob ad&ertisement' identif" the #ublication in which it a##eared and briefl" describe how an a##licant meets each requirement stated therein 7equesting a screening inter&iew with the nearest regional re#resentati&e' if the com#an" headquarters is some distance awa" Cinking "our education' e1#erience' and #ersonal qualities to the !ob requirements.

32. Which of the following items of checklist comes under the closing #aragra#h of an a##lication letter?

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33. ,ifferent #eo#le res#ond in different wa"s when faced with a conflict. here are different a##roaches to manage a conflict. Which of the following statements is9are not true regarding the com#romising a##roach? 2. 22. 222. 26. (a) (b) (c) (d) (e) 3 . 2t generates ill)will that is un#leasant. 2t focuses on satisf"ing both #arties to the greatest degree. 2t focuses awa" from the conflict altogether. 2t is coo#erati&e in nature. 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (222) and (26) abo&e (2)' (22) and (222) abo&e (22)' (222) and (26) abo&e.

he re#orts #re#ared b" :r. >a#oor are carefull" structured. ?e mentions e&er" detail that is required and writes in st"le eliminating #ersonal #ronouns. Which of the following t"#es of re#orts does :r. >a#oor #re#are? (a) (b) (c) (d) (e) 4ormal re#ort 2nformal re#ort Anal"tical re#ort 2nformation re#ort $ro#osal re#ort.

3". :r. 7a!' the *hairman of $awan *hemicals' wanted to con&e" to the +oard of ,irectors the frequenc" of multi#le accidents re#orted at three #lants o&er a "ear. Which of the following bar charts can he use to re#resent the abo&e data? (a) (b) (c) (d) (e) /im#le bar chart 5antt chart :ulti)range bar chart /tacked bar chart /ingle)range bar chart.

3#. 4rom a #urel" #ractical stand#oint' a &isual aid is con&enient for a s#eaker' who can use it as a tool for remembering the details of a message. Which of the following are the guidelines for using a &isual aid? 2. 22. 222. 26. 6. (a) (b) (c) (d) (e) 3$. +e sure that all members of the audience can see the &isual aids. Allow the audience' time to read a &isual aid before #ro&iding an e1#lanation. Cimit each &isual aid to one idea. 2llustrate onl" the main #oints' not the entire #resentation. $ara#hrase the te1t of the &isual aid% do not read it word for word. +oth (2) and (22) abo&e +oth (22) and (222) abo&e +oth (2) and (26) abo&e +oth (2) and (6) abo&e All (2)' (22)' (222)' (26) and (6) abo&e.

o #h"sicall" transmit "our message' "ou select a communication channel and a medium. Which of the following does not relate to the written channel? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) Cetters 7e#orts :emos /#eech +rochures. :ention the s#ecific action "ou want 7efer to the reward for taking action 4ocus on a central selling feature $resent action as being eas" to take $ro&ide a stimulus for quick action.

3%. Which of the following does not relate to the last #aragra#h of writing to #ersuade?

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3&. :r. 7a!esh has identified the #osition for which he would like to a##l" and #re#ared an effecti&e rsum. he ne1t ste# is to write a letter of a##lication. Which of the following is not a fa&orable qualit" of a well)written a##lication letter? (a) (b) (c) (d) (e) 4ocusing on the reader r"ing to address to the title of the #erson Cimiting the length of a##lication letter /howing awareness and knowledge of !ob requirements 4ocusing on the central #oint of the letter.

0. +usiness inter&iews are di&ided into &arious categories. Which of the following is9are true regarding counseling inter&iews? 2. 22. 222. 26. (a) (b) (c) (d) (e) he" seek to determine whether a #articular a##licant is suitable for the !ob. he" #ro&ide guidance and assistance to em#lo"ees. he" in&ol&e #ersonal and emotional issues. he" #ro&ide !ob)related feedback to em#lo"ees. 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (22) and (222) abo&e (2)' (222) and (26) abo&e (22)' (222) and (26) abo&e.

1. >rishnan' the sales manager of .ewtrons Ctd.' #romised to #ro&ide sales co&erage to si1 additional cities a#art from the ones he was co&ering' if his 5eneral :anager' 7aghu' su##orted him with three more sales #eo#le. When >rishnan consulted him on this issue' he immediatel" agreed on the #lan of action. Which of the following memos can be used b" 7aghu to su##ort this agreement? (a) (b) (c) (d) (e) 7equest memo *onfirmation memo $eriodic re#ort memo 2deas and suggestions memo 2nformal stud" results memo.

2. Well)written a##lication letters ha&e &arious qualities. he qualit" of e1#laining what "ou can do for the reader' relates to (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) ?a&ing knowledge of em#lo"er0s acti&ities 3rgani(ing the letter in a #ro#er wa" aking care of the -mechanics0 ?a&ing the -Eou0 attitude $ro&iding reader)benefit information. Authori(ation $roblem +ackground 7ecommendations 3rgani(ation of the re#ort. his communication' internal and e1ternal

3. Which of the following to#ics is generall" not co&ered in the introduction of a re#ort?

. *ommunication is essential for the functioning of an organi(ation. takes #lace through which of the following? 2. 22. 222. 26. 6. (a) (b) (c) (d) (e) 5estures. E1#ressions. Cistening. /#eaking. Writing. 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (2) and (6) abo&e +oth (222) and (26) abo&e All (2)' (22)' (222)' (26) and (6) abo&e. $age $ of 2"

". Writers normall" follow the norms of a standard letter to write a letter im#ressi&el". ?owe&er' some start the o#ening in a different wa". A hank "ou' :r. 7aina' for the #rom#t #a"ment of the billB is an e1am#le of which of the following #arts of a standard letter? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) *om#limentar" close /alute o#ening +od" ?eading 2nside address. 2t might cause credit a##licants to #refer the brand' and ma" e&en make them feel like bu"ing it on cash basis 2t suggests that the writer is tr"ing to be hel#ful 2t makes the writing sim#le because negati&e thoughts are eas" to de)em#hasi(e when cushioned with resale material 2t can confirm the credit a##licant0s !udgment in choosing the merchandise' thus making an indirect com#liment 4igures should follow the statement of refusal. +usiness #eo#le tend to #refer oral communication channels to written ones 3ral communication is relati&el" eas" and efficient than written communication 2t is generall" quicker and more con&enient to talk to somebod" than to write a memo or letter 4or ma1imum im#act' business #eo#le should use onl" oral channels 2n oral communication' "ou can #ick u# added meaning from non&erbal cues and benefit from immediate feedback.

#. Which of the statements is not true about the credit refusal for a #roduct ordered?

$. Which of the following statements is not true regarding oral communication?

%. Which of the following is9are true regarding the introductor" #aragra#h of a letter con&e"ing un#leasant news? 2. 2t should be neutral' rele&ant and succinct leading to the un#leasant news. 22. 2t should build a transition into the discussion of reasons along with re&ealing the un#leasant news. 222. 2t should not be misleading. (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) 2. 22. 222. 26. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e All (2)' (22) and (222) abo&e. .on&erbal cues are es#eciall" im#ortant for con&e"ing feelings he #ower of non&erbal communication lies in its reliabilit" 2f a #erson sa"s one thing but transmits a conflicting message non&erball"' we almost in&ariabl" belie&e the non&erbal signal Eou can !ust #ick u# a book on non&erbal language and master the &ocabular" of gestures that are common in a #articular culture o a great degree' an indi&idual0s credibilit" as a communicator de#ends on non&erbal messages. :utual gain is &iewed as attainable. Cong)term a##roach seeks good relationshi#. 3nl" task issues are considered. $arties acce#t the other #erson0s &iew grudgingl". 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (222) and (26) abo&e (2)' (22) and (222) abo&e (22)' (222) and (26) abo&e.

&. Which of the following statements is not true regarding non&erbal communication?

"0. Which of the following is9are the characteristic(s) of -win)win0 negotiating st"le?

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"1. Which of the following is not a factor that influences the ethical beha&ior of a manager? (a) (b) (c) (d) (e) 2. 22. 222. 26. 6. (a) (b) (c) (d) (e) *om#an" mission 2ndi&idual characteristics /tructural &ariables 3rgani(ational culture 2ssue intensit". ,i&iding into units. ,elegating work. *oordination. $re#aring a list of acti&ities. 2dentif"ing the ob!ecti&e. (2)' (22)' (222)' (26)' (6) (22)' (26)' (6)' (2)' (222) (26)' (222)' (22)' (2)' (6) (6)' (2)' (26)' (22)' (222) (6)' (26)' (2)' (22)' (222).

"2. 3rgani(ing means #utting things in order. Arrange the following ste#s in&ol&ed in organi(ing in the right order.

"3. /tress occurs when the bod" #erforms acti&ities outside its ca#abilities or when a #erson faces e1traordinar" demand. /tress can be #ositi&e or negati&e. Which of the following is called as #ositi&e stress? (a) (b) (c) (d) (e) ,istress 2nternal stress Eustress E1ternal stress 8ob stress.

" . :r. 6i&ek is alwa"s obsessed with #roducing qualit" work. ?e takes too much time to re#l" to mails and do other minor !obs. ?owe&er' this obsession often results in wastage of time and in missing deadlines. Which of the following t"#es of time abusers relates to :r. 6i&ek0s obsession? (a) (b) (c) (d) (e) Ees man he anal"(er $eo#le #leaser he #reem#ti&e $roacti&e.

"". 5oleman and *ar" *herniss ha&e de&elo#ed certain guidelines for conducting training #rograms for de&elo#ing emotional intelligence in an organi(ation. hese guidelines are grou#ed into &arious stages. 2n which of the following stages is the su##ort and guidance of colleagues' su#eriors and the management critical? (a) (b) (c) (d) (e) E1#loring raining E&aluation A##lication $re#aration.

"#. A 8a#anese term used to describe minor changes and inno&ations in o#erations to bring about an im#ro&ement in the #rocess is termed as (a) (b) (c) (d) (e) 2ntra#reneurshi# >ai(en E1no&ation *reati&e training *reati&e o&erloading.

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"$. ?ens /el"e' de&elo#ed a model called the 5eneral Ada#ti&e /"ndrome model. Which of the following is9are not true regarding this model? 2. 22. 222. 26. (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) 2. 22. 222. 26. (a) (b) (c) (d) (e) he model e1#lains the #henomenon of stress. he model e1#lains s"m#toms of unmanaged stress. he model e1#lains the le&els of stress. he model e1#lains the strategies to fight stress. 3nl" (2) abo&e +oth (2) and (222) abo&e +oth (22) and (26) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e. Abilit" to re#eat the mistakes Abilit" to treat e&er"one with res#ect Abilit" to resol&e conflicts in time Abilit" to manage beha&ior in #ersonal interactions Abilit" to get along with others. $ersonal inadequac". 7ole conflicts. ,ifficult clients. Cack of organi(ational skills. 3nl" (2) abo&e +oth (2) and (222) abo&e +oth (22) and (26) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e.

"%. Which of the following qualities is not essential for an em#lo"ee with good inter#ersonal skills?

"&. Which of the following is9are the factors creating !ob stress?

#0. $lanning is the first acti&it" that an" manager needs to undertake. Which of the following is not an aim of #lanning? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) o achie&e the ob!ecti&es of the organi(ation o moti&ate em#lo"ees to attain high ob!ecti&es o allocate the right task to the right #erson o ser&e as a "ardstick to measure the attainment of goals o maintain uniformit" in the teamwork. aking a wide)angle &iew of future e&ents and scheduling them /elf)management :onitoring the use of time $lanning and #rioriti(ing acti&ities on a dail" basis 2dentif"ing the &arious demands #laced on a manager.

#1. According to /te#hen *o&e"' the first #hase of time #lanning in&ol&es

#2. ?olistic thera#ies allow the bod" to heal naturall". hese thera#ies ha&e no side effects and are reliable. 2n which of the following thera#ies' essential oils are used in the treatment #rocess? 2. 22. 222. 26. (a) (b) (c) (d) (e) :assage thera#". Aromathera#". .utrition thera#". 7efle1olog". 3nl" (2) abo&e 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (22) and (222) abo&e +oth (222) and (26) abo&e.

$age 10 of 2"

#3. A manager asks his subordinate' -5et this re#ort finished b" e&ening0' the subordinate re#lies -Wh" are "ou telling me to do this now? ,on0t "ou know that 2 am bus"?0 his is an e1am#le of (a) (b) (c) (d) (e) *rossed transaction /u#erior transaction *om#lementar" transaction $arallel transaction ;lterior transaction.

# . 6ision 2nfos"stems is facing tough com#etition in networking business. he" want to im#lement re&erse brainstorming technique to generate creati&e ideas. he com#an" deri&es a solution and &iews it from the com#etitor0s #oint of &iew. Which of the following is not a ste# in the #rocess of re&erse brainstorming? (a) (b) (c) (d) (e) $artici#ants start b" deconstructing the ideas and contradicting the solution A #roblem statement is #re#ared 4ind a new solution 4ind the &arious drawbacks or #itfalls in the solution he a##ro#riate solution is e1#lained to the grou#.

#". :anagers should set goals in such a wa" that there is enough time left to take care of de&iations if an". Which of the following is9are the ad&antages to managers with regard to goal setting? 2. 22. 222. 26. 6. (a) (b) (c) (d) (e) he managers feel less res#onsible and accountable. 2t #ro&ides regular feedback on the #erformance. 2ncreases communication barriers. 2t #ro&ides a standard wa" to measure an outcome. 2t im#ro&es #roducti&it". 3nl" (2) abo&e +oth (22) and (6) abo&e (22)' (26) and (6) abo&e (2)' (222)' (26) and (6) abo&e All (2)' (22)' (222)' (26) and (6) abo&e.

##. Each #erson e1hibits three distinct ego states @ #arent' adult and child. Ego state of a #erson can be understood and anal"(ed through all the following' e!cept (a) (b) (c) (d) (e) Words 6oices 5estures 3utlook $rofession.

#$. :anagers need to ha&e good inter#ersonal skills if the" are to be successful. 2n this regard' which of the following is9are the essential inter#ersonal com#etencies to be #rocessed b" a manager? 2. 22. 222. 26. (a) (b) (c) (d) (e) /elf)awareness. *ommunication skills. Acknowledging his9her own interest. :oti&ation. +oth (2) and (22) abo&e +oth (22) and (222) abo&e +oth (222) and (26) abo&e (2)' (22) and (26) abo&e All (2)' (22)' (222) and (26) abo&e.

#%. *onflict is a realit" in organi(ation. here are two t"#es of #eo#le handling conflict. Which of the following t"#es of #eo#le tr" to bring successful resolution to a conflict and act rationall"? (a) (b) (c) (d) (e) $eacekee#er :ediator $eacemaker :oderator :iddlemen.

$age 11 of 2"

#&. :s. $reeti working with a multi)national com#an" for the #ast fi&e "ears' has been recentl" gi&en a new role of change agent. *hange agents are #rogressi&e and #ioneering and are continuall" moti&ated to create a better organi(ation. Which of the following is not a characteristic of change agents? (a) (b) (c) (d) (e) he" are able to create an atmos#here which is conduci&e for change he" are ade#t at all the rational and emotional as#ects of change he" are o#en to criticism and often look for o#inion about their ideas he" ha&e talent to #ersuade others to acce#t their ideas he" are able to discard new ideas easil" and ado#t old ideas when the situation demands.

$0. 2nternal time)wasters are internal situations that result in time wastage. 2nternal time)wastage is the result of #rocrastination. Which of the following statements is9are true regarding #rocrastination? 2. :anagers who #rocrastinate s#end da"s together anal"(ing the #roblem or acti&it"' wasting a lot of time in this #rocess. 22. $rocrastination means #ost#oning or a&oiding to take im#ortant decisions or tasks because the" are difficult. 222. $rocrastination at work or in making decisions ma" result in a lot of time being sa&ed for managers. 26. $rocrastination must be done to a&oid an" crisis. (a) (b) (c) (d) (e) $1. 3nl" (2) abo&e 3nl" (26) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e All (2)' (22)' (222) and (26) abo&e.

here are &arious ste#s to #re&ent crisis. Which of the following is the second ste# used b" an organi(ation to #re&ent crisis? (a) (b) (c) (d) (e) $lanning for a crisis 7esol&ing crisis ?a&ing a written #lan 4ormulating strategies for dealing with crisis Establishing clear chains of command.

$2. Which of the following ego states is9are the logical thinking side of a #ersonalit"? 2. Adult. 22. *hild. 222. $arent. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e All (2)' (22) and (222) abo&e.

$3. Emotional 2ntelligence has two ma!or com#onents' #ersonal and social com#etence. $ersonal com#etence includes awareness of the self and social com#etence includes social awareness and management of relationshi#s. Which of the following is9are the characteristic(s) of #ersonal com#etence? 2. 2t includes awareness of one0s strengths and weakness. 22. 2t has the abilit" to deal with changing situations. 222. 2t hel#s to manage our own moods and emotions. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e.

$age 12 of 2"

$ . :egha' the new em#lo"ee feels that she has !oined the best organi(ation as she finds her colleagues to be &er" su##orti&e and her !ob &er" interesting. /he is highl" energetic and enthusiastic and thus full" charged. 2n which of the following stages of the burnout #rocess is :egha considered to be? (a) (b) (c) (d) (e) +rownout stage 7eco&er" stage +urnout stage Awakening stage ?one"moon stage.

$". Fuadrant of misconce#tion is one of the quadrants of the time management matri1 designed b" /te#hen *o&e" that determines a managers0 st"le of #lanning. Which of the following is9are true regarding the quadrant of misconce#tion? 2. 22. 222. 26. (a) (b) (c) (d) (e) 2t requires immediate attention. 2t is &ital but not immediate. 2t is immediate but not &ital. 2t is neither immediate nor &ital. 3nl" (2) abo&e 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (22) and (26) abo&e All (2)' (22)' (222) and (26) abo&e.

$#. *hoosing the right st"le of communication is crucial in business interactions and it de#ends a lot on the culture of a region. Which of the following st"les of communication em#hasi(es on the achie&ements of a grou#? (a) (b) (c) (d) (e) *ollecti&e st"le ,emocratic st"le 2ntra#ersonal st"le 2ndi&idualistic st"le Autocratic st"le.

$$. +ased on the warning time a&ailable' a crisis could be described as either a sudden crisis or smoldering crisis. Which of the following is an e1am#le of smoldering crisis? (a) (b) (c) (d) (e) 2n Anand Ctd.' there was a short circuit and all the machiner" came to a stand still Em#lo"ees of :ona Ctd.' went on strike ,ue to sudden marketing conditions sales of Aloknath Ctd.' dro##ed :ethl" 2soc"anate leaked from ;nion *arbide 2ndia Ctd.' the #esticide #lant at +ho#al ?emanth fisheries Ctd.' was destro"ed b" floods.

$%. :anagers ma" s#end onl" a few seconds on taking a decision but this decision could ha&e a ma!or im#act on the organi(ation. Which of the following statements is9are true regarding weighing the #ros and cons method used for effecti&e decision)making? 2. 2n this method' each alternati&e is selected and gi&en some &alues. 22. 2n this method' managers de#end on historical data to select the criterion. 222. ,ecision is based on the criterion. 26. his method is also called 4ranklin0s rule. (a) (b) (c) (d) (e) $&. 3nl" (22) abo&e +oth (2) and (26) abo&e +oth (22) and (222) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e.

here are &arious t"#es of crisis that are classified on the basis of their causes. Which of the following crisis is known as an act of 5od? (a) (b) (c) (d) (e) 2ndustrial accidents ?ostile turno&er attem#t $roduct failure .atural disaster $ublic #erce#tion. $age 13 of 2"

%0. 2nno&ation is the #rocess of de&elo#ing a creati&e idea that can be #ut into #ractical use. 2nno&ation can be re&olutionar" or e&olutionar". Which of the following is9are e&olutionar" inno&ations? 2. ele#hones. 22. /u#erfast cars. 222. *ordless #hones. 26. 4ans. (a) (b) (c) (d) (e) 3nl" (22) abo&e +oth (22) and (222) abo&e +oth (222) and (26) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e.

%1. Which of the following statements is9are true regarding burnout and stress? 2. /tress is the result of burnout. 22. /tress occurs o&er a short)term whereas burnout is a long)term effect. 222. /tress results in e1haustion' loss of concentration and shows s"m#toms of burnout. (a) (b) (c) (d) (e) 3nl" (2) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e.

%2. 2n the $arent ego state' the $arent is unique for each #erson because the recordings made in each #erson0s brain during childhood are unique for that #erson. here are &arious manifestations of the $arent ego state. Which of the following form(s) is9are taken b" this state? 2. 22. 222. 26. (a) (b) (c) (d) (e) .eglecting. *ritical. .urturing. /table. 3nl" (2) abo&e 3nl" (26) abo&e +oth (2) and (26) abo&e +oth (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e.

%3. 7achna is married for the last three "ears and is being harassed b" her in)laws. 2n this conte1t' 7achna is under which of the following t"#es of stress? (a) (b) (c) (d) (e) % . ?ealth related stress 8ob stress /ociet" related stress Work related stress 4amil" stress.

he im#act of globali(ation has fuelled man" changes in the cor#orate world .6irgo 2 /olutions #ro&ides a su##orti&e en&ironment to manage the #ersonal li&es of the em#lo"ees b" #ro&iding fle1i time o#tion' commuting facilities etc. his harmonic balance is termed as (a) (b) (c) (d) (e) *areer balance ?a##")life balance Work)life balance /#iritual)life balance /ad)life balance.

$age 1 of 2"

%". :anagers ma" s#end onl" a few seconds on taking a decision but this decision could ha&e a ma!or im#act on the organi(ation. Which of the following statements is9are true regarding heuristics method used for effecti&e decision)making? 2. 2n this method' an im#ortant criterion is selected. 22. ,ecision is based on the criterion. 222. his method is also called 4ranklin0s rule. 26. 2n this method' each alternati&e is selected and gi&en some &alues. (a) (b) (c) (d) (e) 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (22) and (26) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e.

%#. :r. :ehra' working for +7> grou# of com#anies alwa"s #refers things to be clear and organi(ed. When things get disorgani(ed or uncertain' he begins to feel insecure and thus a&oids such situations. ?e alwa"s resists change and is comfortable with routine work' thus a&oiding creati&it". his t"#e of beha&ior of :r. :ehra' results in which of the following barriers to creati&e thinking? (a) (b) (c) (d) (e) %$. (a) (b) (c) (d) (e) 4ear /tress $essimism An1iet" En&ironment. *hanging social scene *hanging work culture ,ecreased work time 2ncreased work time ,ual income families.

he im#ortance of work)life balance is felt due to all the following reasons' e!cept

%%. Ceaders ha&e to know how to moti&ate #eo#le with different moti&ation le&els and also in all kinds of situations. here are &arious wa"s b" which the" can moti&ate #eo#le. Which of the following is not among the general methods of moti&ation? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) :oti&ating b" not sharing the burden of risk :oti&ating b" culti&ating #assion :oti&ating b" caring :oti&ating b" ins#iring trust among #eo#le :oti&ating b" setting difficult goals. ime blocks ime slots ime charts ime logs ime marks.

%&. Which of the following are used b" em#lo"ees to fill in a detailed account of the time s#ent at the work#lace?

&0. :ind ma##ing is a #o#ular technique which is used to stimulate creati&it" and generate new ideas in an indi&idual. :ind ma# should use all of the following' e!cept (a) (b) (c) (d) (e) 2mages +ranches ?eadings ?ierarch" Associations.

$age 1" of 2"

&1. E1ecuti&es can be classified into &arious grou#s on the basis of their decision)making skills. 3ne of such grou#s is the followers. Which of the following is9are true regarding followers? 2. 4ollowers like #ro&en and reliable ideas. 22. he" are the easiest to #ersuade. 222. 4ollowers ha&e short attention s#ans and the" do not relish length" single)sided #ersuasions. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e All (2)' (22) and (222) abo&e.

&2. -/i1 thinking hats0 is a technique that re#resents si1 modes and directions of thinking. Which of the following t"#es of hat in&ol&es collection of the necessar" information' which is neutral without an" inter#retations and anal"sis? (a) (b) (c) (d) (e) White hat 5reen hat Eellow hat +lack hat 7ed hat.

&3. $lanning makes time management s"stematic and effecti&e. Which of the following is9are not the com#onent(s) of an ideal time #lan? 2. ime factor. 22. 7ewards. 222. ime logs. 26. 5rou# tasks. (a) (b) (c) (d) (e) 3nl" (22) abo&e 3nl" (222) abo&e +oth (22) and (26) abo&e (22)' (222) and (26) abo&e All (2)' (22)' (222) and (26) abo&e.

& . A financial organi(ation #lans to launch new mutual funds in the market. he" want to come u# with a #roduct that attracts a lot of customers. he management team in the organi(ation selects si1 #eo#le from the organi(ation and a moderator to lead them. Each of the selected members is asked to #resent their ideas on a #a#er and #ass that on to the moderator. he moderator then collects all the ideas in a single list and returns it to the team members for ranking. he idea that gets the highest collecti&e rank from each of the team member is selected. Which of the following creati&e techniques is used b" the organi(ation? (a) (b) (c) (d) (e) +rainstorming /i1 thinking hats ,el#hi technique :ind ma##ing Cateral thinking.

&". *reati&it" in managers is the ca#abilit" to disco&er new wa"s of handling #roblem situations' which de#ends on certain mental com#onents of the indi&idual. Which of the following is9are true regarding the -fluenc"0 com#onent of creati&it"? 2. 2t is the abilit" to generate a large number of rele&ant ideas continuousl" with reference to a #articular #roblem or situation. 22. 2t is the abilit" to &iew an as#ect from different #ers#ecti&es. 222. 2t is the abilit" to #roduce unusual' no&el answers to questions and inter#retations of situations. 26. 2t is the abilit" to face challenges thrown b" com#le1 situations. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (22) abo&e 3nl" (222) abo&e +oth (22) and (222) abo&e +oth (222) and (26) abo&e. $age 1# of 2"

&#. 5aura&' a manager working with *6* 4inance' anal"(ed his time logs and then reali(ed that lot of time is being wasted due to lack of #ro#er time management. ?e felt that the da" can be di&ided into blocks wherein adequate time can be allocated for office and #ersonal work. 5aura& has used which of the following strategies for controlling time)wasters? (a) (b) (c) (d) (e) +iological clock $rioriti(e /#iritual #lanning Accessibilit" ,i&ide time.

&$. Effecti&e managers are effecti&e communicators. Which of the following is not a com#onent of effecti&e communication? (a) (b) (c) (d) (e) &%. /#eaker0s attire *ircumstances *larit" *ontent 4eedback.

here are &arious dimensions in which culture can be classified. 2n which of the following cultures' as described b" #s"chologist ?ofstede' change can occur more ra#idl" and commitments do not become im#ediment to change? (a) (b) (c) (d) (e) $ower distance ;ncertaint" a&oidance Cong)term orientation 2ndi&idualism *ollecti&ism.

&&. Emotional intelligence has gained im#ortance in recent times. Which of the following statements are true regarding emotional intelligence? 2. Emotional intelligence guides the thinking #rocess of an indi&idual. 22. 2t has now become an integral #art of cor#orate training. 222. While recruiting em#lo"ees' emotional intelligence is not considered. 26. 2t is a form of social intelligence that in&ol&es the abilit" to monitor one0s own feelings and emotions. (a) (b) (c) (d) (e) 100. +oth (2) and (22) abo&e +oth (22) and (222) abo&e +oth (222) and (26) abo&e (2)' (22) and (26) abo&e (2)' (222) and (26) abo&e.

he child ego state consists of all the recordings of beha&ior' thoughts or feelings of a #erson0s childhood. he term -little #rofessor0 is gi&en when the child is (a) (b) (c) (d) (e) $la"ful Affectionate 5uilt" /#ontaneous *onsiderate. '() *+ Q,'S-.*( P/P'0

$age 1$ of 2"

Su11ested /ns2ers Business Communication & Soft Skills (SMB102)

/(S3'0 1. * 0'/S*( $ro!ects undertaken that show an abilit" to work with others% and writing or s#eaking acti&ities' #ublications' and roles in academic or #rofessional organi(ations should not be included in the education section. 2t should go as a se#arate section which lists the honors and achie&ements. his #ro&ides the o##ortunit" for the res#ondent to re&eal feelings and information' whereas the other questions allow the inter&iewer control o&er the questions and res#onses. ?ence' o#tion (a) is the o#en)ended question /ummar"' conclusions and recommendations e1#lain - ell them what "ou told them0. E1ce#t 45lossar"0 the rest are e1am#les of classification of re#orts. 6isual aids are used to strengthen our material b" clarif"ing' sim#lif"ing' or em#hasi(ing it' and to attract the reader0s attention for a s#ecific #ur#ose. 7e#orts are used for con&e"ing information ob!ecti&el" from one organi(ational area to another. A claim letter is a request for an ad!ustment. When writers ask for something to which the" think the" are entitled (such as a refund' re#lacement' e1change' or #a"ment for damages)' the letter is called a claim letter. -$lacing future orders0 relates to acknowledgement letter. /elf)anal"sis must be undertaken b" all #ros#ecti&e !ob a##licants to identif" their strengths' interests and achie&ements. 2t will hel# them to find read" answers to questions asked during an em#lo"ment inter&iew. .egotiation tactics binge on the &ariables% some of which are conceded b" one #att" and some b" the other #art". 6ariables that are traded are referred to as concessions. he chronological rsum (but .3 the 4unctional rsum) is the traditional and the most common kind of rsum. ?ence' o#tion (b) is not true. E1ce#t -$ostscri#t0 the rest are the elements of a re#ort. When "ou ha&e to #resent detailed' numerical information' use a table' for a s"stematic arrangement of data in columns and rows. ables are ideal when the audience needs the facts' all the facts' and when the information would be either difficult or clums" to handle in the main te1t. Cine charts de#ict changes in quantitati&e data o&er time and illustrate trends. -,istracting sounds0 is the barrier to listening that disturbed :anish. 2nclude the following information in the -Education0 sectionD *olleges9;ni&ersities9 echnical schools attended including location and inclusi&e dates of attendance :a!or area of stud" ,egree(s) awarded or to be awarded Actual or antici#ated graduation date :arks9grades ,etails of other courses "ou ha&e done that are rele&ant to the #osition for which "ou are a##l"ing. -Encourage feedback on an" misunderstood or unclear #oints0 relates to confirmation memo. $ersuasi&e inter&iews #rimaril" seek to induce somebod" to ado#t a new idea' #roduct or ser&ice and are generall" associated with selling.

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,efining the #roblem and the #ur#ose. 2dentif"ing and organi(ing the issues for in&estigation. *onducting research. Anal"(ing and inter#reting data' drawing conclusions and de&elo#ing recommendations. All the abo&e are the ste#s in&ol&ed in writing a re#ort. A 5antt chart is a hori(ontal bar chart that gra#hicall" dis#la"s time relationshi#s. ime is dis#la"ed on the hori(ontal a1is and tasks are shown on the &ertical a1is. -5e len1t5 of t5e 6ars depicts t5e time t5e7 represent. As negotiation is essentiall" a communication #rocess' its success to a great e1tent will de#end on how well the two #arties can build and it is called -bridges of ra##ort0. A he memo should be designed as a fill)in form on which data can be entered quickl"B is not true regarding the guidelines for writing the ideas and suggestions memo. 2t relates to a #eriodic re#ort memo. he heading contains the writer0s address 6ut not the message. E1ce#t the name of the sender' the rest are to be included. A*onclusionB is a logical inter#retation of what the facts in "our re#ort mean. his inter#retation can be based on ne&er)before mentioned information. Whate&er conclusions "ou draw' the" must be deri&ed from the facts and information included in "our re#ort. A7ecommendationsB are ina##ro#riate in a re#ort when "ou are not e1#ected to su##l" them' so "ou must know the difference between AconclusionsB and Arecommendations.BA AconclusionB is an inter#retation of what the facts mean% a ArecommendationB suggests what ought to be done about the facts. he win)lose a##roach or bargaining a##roach is characteri(ed b" com#etiti&eness as e&er" #art" emerges as the winner. 2deall"' the conflicting #arties should aim at a win)win a##roach (the interests of both the #arties are taken into consideration). he question mentioned is an e1am#le of a &ague memo. /tatements (2) and (22) are true regarding the organi(ation of information in well)written a##lication letters' whereas statement (222) relates to the length of the a##lication letter. herefore' o#tion (c) is the correct answer. -All lines in a letter begin at the left margin0 is true with regard to sim#lified block format. Cike the block format' all lines begin at the left margin' but the salutation and com#limentar" close are omitted and a sub!ect line is required. he sub!ect line is #laced a double s#ace below the inside address and a double s#ace abo&e the bod". A re#ort can end with all the o#tions like' summar"' conclusion' re&iew and recommendations but not with an authori(ation message. :ani#ulation creates bitterness rather than harmon". ?ence' (e) is the correct o#tion. $ictograms can be more dramatic than being meaningful &isual aids. When a #erson wants to sift through what he has heard and come to a decision' he must listen criticall". his in&ol&es !udging the clarit"' accurac" and reliabilit" of the e&idence that is #resented' and being alert to the effects of emotional a##eals. 3#tion (e) relates to /ummar" of !ob skills section. 3#tion (d) comes under the closing #aragra#h of an a##lication letter. 3#tions (a)' (b) and (e) relate to the items of checklist related to the ne1t se&eral #aragra#hs and (c) comes under the o#ening #aragra#h. /tatement (2) is not true since the com#eting a##roach generates ill)will that is costl" and un#leasant. /tatement (22) is not true since collaborating a##roach focuses on satisf"ing both #arties to the greatest degree. /tatement (222) is not true since a&oiding a##roach focuses awa" from the conflict altogether.

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3 . 3".

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4ormal re#orts are carefull" structured% the" stress ob!ecti&it" and organi(ation' contain much detail' and are written in a st"le that tends to eliminate such elements as #ersonal #ronouns. he multi#le)range bar chart also called a com#arati&e or cluster bar chart' is useful for e1#ressing data that change o&er time. 2t is es#eciall" effecti&e in com#aring more than one quantit" (set of data) at each #oint and com#ares the frequenc" of re#orted in!uries at three #lants o&er an entire "ear. 6isual aids should be such that (a) the" can be understood quickl" b" the audience and (b) the" do not detract from the #resentation. /o follow these guidelinesD +e sure that all members of the audience can see the &isual aids Allow the audience time to read a &isual aid before #ro&iding an e1#lanation. Cimit each &isual aid to one idea. 2llustrate onl" the main #oints' not the entire #resentation. $ara#hrase the te1t of the &isual aid% don0t read it word)for)word. /#eech does not relate to the written channel. 4ocus on a central selling feature does not relate to the last #aragra#h of writing to #ersuade. Whene&er #ossible' an a##lication letter should be addressed to a #erson but not to the title. Cetters addressed to A:r. 5agan +hu!balB does create a more fa&orable im#ression than one addressed to the A?uman 7esource :anagerB. herefore' o#tion (b) is not a qualit" of well) written a##lication letter. /tatements (22) and (222) are true regarding counseling inter&iews i.e.' these #ro&ide guidance and assistance to em#lo"ees and these in&ol&e #ersonal and emotional issues. /tatement (2) is not true regarding counseling inter&iews since em#lo"ment inter&iews seek to determine whether a #articular a##licant is suitable for the !ob or not. /tatement (26) is not true regarding counseling inter&iews since #erformance a##raisal inter&iews #ro&ide !ob)related feedback to em#lo"ees. When the 5eneral :anager and the /ales :anager agree on this #lan of action' it is common to find the 5eneral :anager confirming this agreement with a memo. herefore' a confirmation memo is used to confirm in writing something that has been agreed)to &erball". A well)written a##lication letter usuall" contains reader)benefit material' e1#laining what "ou can do for the reader. Eour education and training and9or #ersonal traits usuall" constitute the main reasons the em#lo"er will recruit "ou. 2t is for "ou to ensure that "ou con&ert factual information of this nature into material that the reader can use to his ad&antage. -7ecommendations0 is generall" not co&ered in an introduction #art of the re#ort. *ommunication' internal and e1ternal' takes #lace in a non&erbal and &erbal marinerD through gestures' e1#ressions' meetings' listening' s#eaking and writing. /ome writers now use a salute o#ening on the salutation line. A hank "ou' :r. 7ainaB is an e1am#le of salute o#ening. 2ncluding resale ) fa&orable statements about the #roduct ordered ) is hel#ful for four reasonsD (1) it might cause credit a##licants to #refer the brand' and ma" e&en make them feel like bu"ing it on a cash basis' (<) it suggests that the writer is tr"ing to be hel#ful' (=) it makes the writing easier because negati&e thoughts are easier to de)em#hasi(e when cushioned with resale material' (G) and it can confirm the credit a##licant0s !udgment in choosing the merchandise' thus making an indirect com#liment. ?ence' (e) is not true' since figures should #recede the statement of refusal. 4or ma1imum im#act' business #eo#le should use both written and s#oken channels.

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$age 20 of 2"

%.

/tatements (2) and (222) are true. he first #aragra#h of the bad news letter should be neutral' rele&ant' and succinct leading to the bad news. 2t should not mislead the audience. ?ence' o#tion (d) is correct. 2t should build a transition into the discussion of reasons without (but not alon1 2it5) re&ealing the un#leasant news. 4or one thing' it is less structured' which makes it more difficult to stud". Eou can0t !ust #ick u# a book on non&erbal language and master the &ocabular" of gestures that are common in a #articular culture. /tatement (2) and (22) are the characteristics of win)win a##roachD :utual gain is &iewed as attainable. Cong)term a##roach seeks good relationshi#.

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/tatement (222) is the characteristic of bargaining a##roach. /tatement (26) is the characteristic of com#romise a##roach. "1. A Compan7 mission is not a factor that influences the ethical beha&ior of a manager. 4actors that influence the ethical beha&ior of a manager areD 2ndi&idual characteristics /tructural &ariables 3rgani(ational culture 2ssue intensit" ?ence' o#tion (a) the com#an" mission is the answer. (6)' (26)' (2)' (22)' (222) are the ste#s in the right order. "3. " . * + 2dentif"ing the ob!ecti&e. $re#aring a list of acti&ities. ,i&iding into units. ,elegating work. *oordination. herefore' o#tion (e) is the correct answer. Eustress is called as #ositi&e stress. -5e Perfectionist8t5e /nal79er D A #erson who is obsessed with the qualit" of the resultant work is called a #erfectionist or anal"(er. ?e9she is obsessed with #roducing qualit" work. /o he9she takes more than the allotted time to com#lete work. ?e9she takes too much time to #erform e&en minor acti&ities (like re#l"ing to a mail). his obsession results in wastage of time and in missing deadlines. he #erfectionist must be taught the im#ortance of managing time and meeting deadlines. /pplication sta1e relates to the a##lication of the skills learned during training in the actual !ob situation. :ai9en is a 8a#anese term used to describe minor changes and inno&ations in o#erations to bring about an im#ro&ement in the #rocess. /tatements (22) and (26) are not true regarding general ada#ti&e s"ndrome model. he model does not e1#lain s"m#toms of unmanaged stress. he model does not e1#lain the strategies to fight stress.

"2.

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/tatements (2) and (222) are true regarding general ada#ti&e s"ndrome model. herefore' o#tion (c) is the correct answer. "%. A /6ilit7 to repeat t5e mistakes is not essential for an em#lo"ee with good inter#ersonal skills.

$age 21 of 2"

"&.

/tatements (2)' (22) and (222) are caused due to !ob stress. $ersonal inadequac". 7ole conflicts. ,ifficult clients.

/tatement (26) is not caused due to !ob stress. herefore' o#tion (d) is the correct answer. #0. #1. * E o allocate the right task to the right #erson is an aim of organi(ing. All other o#tions are true about the aims of #lanning. According to /te#hen *o&e"' there are four #hases of time #lanning. he first #hase in&ol&es identif7in1 t5e ;arious demands placed on a mana1er . he second #hase of #lanning in&ol&es taking a wide)angle &iew of future e&ents and scheduling them. he third #hase of #lanning in&ol&es monitoring the use of time. 2n this #hase' managers #lan and #rioriti(e acti&ities on a dail" basis. he fourth #hase of #lanning in&ol&es self)management. /tatement (22) essential oils are used in the treatment #rocess. Aromathera#" Aromathera#" is the use of essential oils in the treatment #rocess. he oils are deri&ed from #lants and flowers. he" are #o#ular for im#ro&ing emotional and #h"sical health. /tatements (2)' (222) and (26) oils are not used in the treatment #rocess. herefore' o#tion (b) is the correct answer. #3. # . #". A + * Crossed transaction< When there is a conflict of interest. transactions cross and it is a case of crossed transaction. he lines re#resenting these

#2.

A #roblem statement is #re#ared is not a ste# in the #rocess of re&erse brainstorming. All other ste#s are correct about re&erse brainstorming. /tatements (22)' (26) and (6) are the ad&antages of goal setting. $ro&ides regular feedback on the #erformance. $ro&ides a standard wa" to measure an outcome. 2m#ro&es #roducti&it".

/tatements (2) and (222) are the disad&antages of goal setting. herefore' o#tion (c) is the correct answer. ##. #$. E , hrough profession ego state of a #erson cannot be understood and anal"(ed. /tatements (2)' (22) and (26) are the essential inter#ersonal com#etencies a manager should #ossess. /elf)awareness. *ommunication skills. :oti&ation.

/tatement (222) should not be #ossessed b" a manager. herefore' o#tion (d) is the correct answer. #%. #&. * E Peacemakers are the #eo#le who tr" to bring successful resolution to the conflict and act rationall". he" are able to discard old ideas easil" and ado#t ne2 ones when the situation demands is not correct about change agent.

$age 22 of 2"

$0.

/tatements (2) and (22) are true regarding #rocrastination. :anagers who #rocrastinate s#end da"s together anal"(ing the #roblem or acti&it"' wasting a lot of time in this #rocess. $rocrastination means #ost#oning or a&oiding to take im#ortant decisions or tasks because the" are difficult. /tatements (222) and (26) are not true regarding #rocrastination. herefore' o#tion (c) is the correct answer. +ormulatin1 strate1ies for dealin1 2it5 a crisis is the second ste# used b" an organi(ation to #re&ent crisis. /tatement (2) is the logical thinking side of #ersonalit". Adult ego state is the logical thinking side of #ersonalit". *hild $arent. herefore' o#tion (a) is the correct answer. /tatements (22) and (222) are not the logical thinking side of #ersonalit".

$1. $2.

, A

$3.

/tatements (2)' (22) and (222) are the characteristics of #ersonal com#etence. 2t includes awareness of own strengths and weakness. ?as the abilit" to deal with changing situations. ?el#s to manage our own moods and emotions. herefore' o#tion (e) is the correct answer.

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E +

=one7moon sta1e> is the stage in which work and the colleagues seems to be reall" good and su##orti&e and work seems to be good. he em#lo"ee has lot of energ" and enthusiasm to work. /tatement (222) is true regarding quadrant of misconce#tion or quadrant 222. 2t is immediate but not &ital. /tatements (2)' (22) and (26) are not true the" belong to quadrant 2 and 22 res#ecti&el". herefore' o#tion (b) is the correct answer. Collecti;e st7le em#hasi(es is gi&en to the achie&ements of the grou#s. Smolderin1 crisis result from em#lo"ee #roblems like bo"cotting work' strike b" em#lo"ees to achie&e their demands etc EgD Em#lo"ees of :ona Ctd.' went on union strike. /tatements (a)' (c)' (d) and (e) are e1am#les of sudden crisis that occurs without an" warning. he" can occur as a result of &arious factors like natural disasters' industrial accidents. 2n Anand Ctd.' there was a short circuit and all the machiner" came to a stand still ,ue to sudden marketing conditions sales of Aloknath Ctd.' dro##ed :ethl" 2soc"anate leaked from ;nion *arbide 2ndia Ctd.' #esticide #lant at +ho#al. ?emanth fisheries Ctd.' was destro"ed b" floods.

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?ence (b) is the correct answer. $%. + /tatements (2) and (26) are true regarding weighing #ros and cons method used for effecti&e decision)making. 2n this method' each alternati&e is selected and gi&en some &alues. his method is also called 4ranklin0s rule. /tatements (22) and (222) are not true because the" are related to ?euristic method. 2n this method' managers de#end on historical data to select the criterion. ,ecision is based on the criterion. herefore' o#tion (b) is the correct answer.

$age 23 of 2"

$&.

(atural disasters< .atural disasters are also known as acts of 5od and cannot be #re&ented b" human beings. E1am#les of natural disasters are &olcano eru#tions' earthquakes' tsunamis' floods' c"clones' etc. /tatements (22) and (222) are e&olutionar" inno&ations. /u#erfast cars. *ordless #hones.

%0.

E&olutionar" inno&ation is an im#ro&ement u#on e1isting ideas. /tatements (2) and (26) are re&olutionar" inno&ation. herefore' o#tion (b) is the correct answer. %1. , /tatements (22) and (222) are true regarding the difference between burnout and stress. %2. , /tress occurs o&er the short)term whereas burnout is long)term. /tress results in e1haustion' loss of concentration and shows s"m#toms of burnout. /tress is not the result of burnout' but burnout is the result of rigorous stress. herefore' o#tion (d) is the right answer. /tatements (22) and (222) are the forms taken in the #arent ego state. *ritical. .urturing.

/tatement (2) is not true.

/tatements (2) and (26) are not the forms taken in the #arent ego state. herefore' o#tion (d) is the correct answer. %3. E +amil7 stress< 4amil" stress ma" arise from conflict of ideas or relationshi#s with s#ouse' children' siblings' #arents. his stress ma" also be caused b" the ill)health of a famil" member' financial #roblems' a di&orce' or the death of a dear one. 3ork?life 6alance is a harmonic balance of work and domestic life. /tatements (2) and (22) are true regarding heuristics method. 2n this method' an im#ortant criterion is selected. ,ecision is based on the criterion.

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* +

/tatements (222) and (26) are not true. herefore' o#tion (b) is the correct answer. %#. , /n!iet7 is a barrier to creati&it". /ome managers #refer things to be clear and organi(ed. /ome managers are resistant to change. When things get disorgani(ed or uncertain the" become insecure and a&oid these situations. An" change in the scenario makes them an1ious. /o the" #refer to stick to the con&entional a##roach and a&oid creati&it". ,ecreased work time is not a reason for the growing im#ortance of work life balance. Moti;atin1 67 not s5arin1 risk is not among the general methods of moti&ation. Along with the other moti&ating factors sharing the burden of risk can also moti&ate em#lo"ees. he" should be con&inced about the #ositi&e outcomes of taking such risk. -ime lo1s are used b" em#lo"ees to fill in a detailed account of the time s#ent at the work#lace. Branc5es are not used in the mind ma##ing technique. /tatement (2) and (22) are true while #ersuading followers t"#e of e1ecuti&es. 4ollowers like #ro&en and reliable ideas. he" are the easiest to #ersuade.

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/tatement (222) is not true. herefore' o#tion (c) is the correct answer.

$age 2 of 2"

&2.

35ite hat in&ol&es collection of the necessar" information' which is neutral without an" inter#retations and anal"sis. /i1 thinking hat is a technique' becoming increasingl" #o#ular now a da"s. /tatement (222) is not a com#onent of an ideal time #lan. ime logs. /tatements (2)' (22) and (26) are the com#onents of an ideal time #lan. herefore' o#tion (b) is the correct answer.

&3.

& .

)elp5i tec5ni@ue is used b" used b" the organi(ation. 2n this technique' a team of e1#erts deals with a s#ecific issue. hese e1#erts should be unbiased in their !udgment or o#inion. he ,el#hi technique does not stress on an agreement among the &iews of the e1#erts ) its ob!ecti&e is to narrow down the o#tions. 2t su##orts indi&idual creati&it" in a grou#. 2t also hel#s a&oid mental blocks like fear of humiliation and fear of failure' which are common in face)to) face discussions. /tatement (2) is true regarding the fluenc" com#onent of creati&it". 2t is the abilit" to generate a large number of rele&ant ideas continuousl" with reference to a #articular #roblem or situation. /tatements (22)' (222) and (26) are not true regarding the fluenc" com#onent of creati&it". 2t is the abilit" to &iew an as#ect from different #ers#ecti&es. 2t is the abilit" to #roduce unusual' no&el answers to questions and inter#retations of situations. 2t is the abilit" to face challenges thrown b" com#le1 situations. herefore' o#tion (a) is the correct answer.

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)i;ide time allows 5aura& to know how effecti&el" the" can manage their time. SpeakerAs attire is not a com#onent of effecti&e communication. 2n long term orientation culture' change can occur more ra#idl" a long)term traditions and commitments do not become im#ediments to change. /tatements (2)' (22) and (26) are true regarding emotional intelligence. 2t guides the thinking #rocess of an indi&idual. 2t has now become an integral #art of cor#orate training.

2t is a form of social intelligence that in&ol&es the abilit" to monitor one0s own feelings and emotions. /tatement (222) is not true regarding emotional intelligence. While recruiting em#lo"ees emotional intelligence is not considered. :ore and more organi(ations are gi&ing im#ortance to emotional intelligence while recruiting #eo#le. herefore' o#tion (d) is the correct answer. 100 . E When the child is considerate is called little #rofessor.

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$age 2" of 2"