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Question Paper
Managerial Effectiveness - I (MB121): October 2007
• Answer all questions.
• Each question carries one mark.

1. In the communication process the receiver of the message is also called the
(a) Decoder
(b) Encoder
(c) Recorder
(d) Receptor
(e) Carrier.
2. Non-verbal communication differs from verbal communication in fundamental ways. Which of the
following is not true regarding nonverbal communication?
(a) It is less structured, which makes it more difficult to study
(b) We can choose our expressions
(c) Non-verbal cues are especially important for conveying feelings
(d) Non-verbal cues are more reliable than words uttered
(e) Non-verbal communication can be efficient from both the sender’s and receiver’s stand point.
3. The complimentary close is a phrase that _______ a letter.
(a) Closes
(b) Discloses
(c) Releases
(d) Compliments the reader of
(e) Compliments the writer of.
4. It is preferable to use the indirect approach if your audience
(a) Have a positive reaction
(b) Be neutral about what you have to say
(c) Be displeased by what you have to say
(d) Be above you in the hierarchy
(e) Revolt against you.
5. “Because hearing is relatively easy, we assume that we can do it without much concentration and
effort.” Which of the following barriers are we referring to?
(a) Message overload
(b) Prejudices
(c) Preoccupation
(d) Egocentrism
(e) Casual attitude.
6. Persuasion involves the ability to win others to your point of view. Cover letters, resumes, essays for
scholarship or admission - all involve the ability to persuade others. Effective persuasion involves the
following strategies except
(a) Balancing emotional and logical appeals
(b) Framing your arguments
(c) Repeating the main idea
(d) Dealing with resistance
(e) Offering logical argument.
7. Communication in an organization can be divided into two types formal and informal. Since, human
interaction is involved in any organization; existence of informal communication is inevitable. The
practice MBWA, in corporate parlance refers to
(a) Managing by Women alone
(b) Managing by worst alternatives
(c) Managing by worth alone
(d) Managing by walking around
(e) Managing by work alone.
8. Which of the following sentences is/are correct?
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I. People who stay out of the sun, have usually better skin and fewer chances of skin cancer.
II. People who usually stay out of the sun have better skin and fewer chances of skin cancer.
III. People who stay out of the sun, usually have better skin and fewer chances of skin cancer.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (II) above
(d) Both (I) and (III) above
(e) Both (II) and (III) above.

9. Effective communication is not just about talking and listening. In an organization it is largely about
building team-oriented relationships marked by co-operation, honesty and mutual respect. In today’s
business world the success of an organization to a great extent depends on which of the following skills
of the workforce to establish a positive work environment?
(a) Risk-taking abilities
(b) Interpersonal skills
(c) Gregariousness
(d) Cleverness
(e) Intelligence.
10. After the meeting is over, the leader assesses the results. Was the purpose achieved? Did all the
members participate in the discussion? Was the decision taken in an appropriate manner? How can the
next meeting be conducted better? All of these come under which of the following stages of a meeting?
(a) Concluding the meeting
(b) Conducting business
(c) Following up the meeting
(d) Sending the notice of the meeting
(e) Preparing minutes of the meeting.
11. You have been working at the Purna Corporation for the last two years. You feel the company is going
to face some major problems over the next few months when the competition increases. In this regard,
your immediate superior asked you to write a report regarding the potential problems of the
competition. Now you sat down to write a report. After collecting the facts for a report, the next logical
step is to
(a) Write a report
(b) Prepare graphics
(c) Interpret the findings
(d) Determine the physical format
(e) Construct the bibliography.
12. While writing a letter that expresses bad news, you should put the main point in which of the following
places?
(a) The opening or the closing
(b) The opening or the second paragraph
(c) The second paragraph or the closing
(d) The subject line or the closing
(e) The opening or the subject line.
13. When faced with a conflict, different people respond in different ways. One of them is ‘avoiding’ the
conflict — unwillingness to talk things out, pretending that a conflict does not exist. In which of the
following situations is ‘avoiding’ advisable?
I. When you need time to gather facts or think about a situation.
II. When you think delaying of the problem will solve the problem.
III. When you perceive that you have no chance of satisfying your concerns.
(a) Only (I) above
(b) Only (II) above
(c) Only (III) above
(d) Both (I) and (III) above
(e) All (I), (II) and (III) above.
14. Which of the following is not a characteristic of effective teams?
(a) A clear sense of purpose
(b) Open and honest communication
(c) Decision making done primarily by the team leaders
(d) Encouragement of original thinking

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(e) Collective responsibility.

15. An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.
A __________ interview deliberately puts the applicant under extreme pressure.
(a) Stress
(b) Pressured
(c) Direct
(d) Pointed
(e) Situational.
16. Which of the following sentences is correct?
(a) After its first experiment for example, the traffic flow increased by 10 percent
(b) After its first experiment, for example the traffic flow increased by 10 percent
(c) After its first experiment, for example, the traffic flow increased by 10 percent
(d) After its first experiment for, example the traffic flow increased by 10 percent
(e) After its first experiment, for, example the traffic flow increased by 10 percent.
17. Negotiation is in fact, the process of trading concessions. To negotiate skillfully one must have
knowledge of all the variables and their possible use as concessions. As one starts the process of
negotiation, he has to bear in mind which of the following principles?
I. Aim high.
II. Get the other person’s shopping list.
III. Keep the whole package in mind.
IV. Keep searching for variables.
(a) Only (I) above
(b) Both (II) and (III) above
(c) Both (III) and (IV) above
(d) (I),(II) and (IV) above
(e) All (I), (II), (III) and (IV) above.
18. Wise business leaders know that the success of their business is affected by what people think about the
business. What people think depends on what has been conveyed from the company through written and
spoken communication. A well-written message should convey
(a) Repetition
(b) Disunity
(c) Goodwill
(d) Ambiguity
(e) Inadequate social relations.
19. Once you have decided on the format, you can start formulating specific questions. Each question must
be so structured as to elicit just the information you want. The question which allows the respondent to
classify his response by rating on a defined scale is a/an
(a) Ranked question
(b) Open question
(c) Closed question
(d) Probing question
(e) Hypothetical question.
20. The success of a meeting depends on the ability of each individual member of a group to communicate
with the rest of the group as a whole. The best way to handle an emotional reaction in a business setting
is to
(a) Focus on your argument and ignore the emotional elements
(b) Repeat yourself in hope that this will help diffuse emotions
(c) Express understanding
(d) Give in and agree with the other person's viewpoint
(e) Avoid discussing sensitive issues.
21. The ‘elements’ of a report refer to those components that are usually included in a formal business
report. Which of the following is the name of the element that introduces the purpose and content of the
report to the principal reader?
(a) Title page and title fly
(b) Abstract
(c) Letter of transmittal
(d) Executive summary
(e) Glossary and list of symbols.

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22. Depending on the requirement, various ways are used to convey the message. Some considered formal
some considered informal. Which type of brief business message is deemed most formal?
(a) Letter
(b) Memo
(c) E-mail
(d) Informative flyer
(e) Circular.
23. Which of the following types of resumes structures the experience by dates?
(a) Functional
(b) Chronological
(c) Combination chronological and functional resume
(d) Inductive resume
(e) Deductive resume.
24. The activities involved in effective listening are?
(a) Looking at the speaker and physically hearing a message
(b) Physically receiving a message
(c) Physically receiving a message, interpreting, remembering, evaluating, and responding
(d) Physically receiving a message and interpreting it
(e) Evaluating it and sending the feedback.
25. Various approaches are considered for presenting different types of messages. The approach adopted
depends on various factors like, economic status of the receiver, expected reaction of the receiver etc. It
is preferable to use the direct approach with
(a) Routine, good-news, and goodwill messages
(b) Bad-news messages
(c) Persuasive messages
(d) Punitive remarks
(e) Condolence messages.
26. When faced with an ethical dilemma in writing a business document, the best solution may be the one
that provides
(a) The greatest good to the smallest number of people
(b) The smallest good to the greatest number of people
(c) The greatest good for one's own interests
(d) The greatest good to the greatest number of people
(e) The smallest good for one’s own interests.
27. Which of the following sentences is properly punctuated
(a) Gerry bought three items, a note pad, a pencil sharpener and a letter opener
(b) Gerry bought three items: a note pad, a pencil sharpener and a letter opener
(c) Gerry bought three items-a note pad a pencil sharpener and a letter opener
(d) Gerry bought three items; a note pad, a pencil sharpener and a letter opener
(e) Gerry, bought three items; a note pad, a pencil sharpener and a letter opener.
28. In which of the following interviews, a supervisor and an employee together assess how much progress
the employee has made towards the achievement of certain predetermined goals?
(a) Employment interview
(b) Performance appraisal interview
(c) Counseling interview
(d) Disciplinary interview
(e) Persuasive interview.
29. Which of the following is a list of topics that will be covered at the meeting and which also gives
participants a chance to gather their thoughts and bring relevant information to the meeting?
(a) Minutes
(b) Notice
(c) Agenda
(d) Proforma
(e) Circular.
30. Visual aids will definitely help to present the information more attractively. Choosing the proper visual
aids is very important. If you want to show change across time both by subdivisions and total quantity,
you can use

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(a) Bilateral bar charts

(b) Line charts with multiple series
(c) A pie chart or pictogram
(d) Either a subdivided bar chart or a component-part line chart
(e) Multiple-bar charts.

31. When one is asked to speak on the spur of the moment, without advance notice or time for specific
preparation, he is engaged in which of the following methods of speaking?
(a) Speaking from memory
(b) Impromptu delivery
(c) Speaking from manuscript
(d) Extemporaneous delivery
(e) Monologue.
32. An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent.
While interview is going on sometimes the interviewer needs to take some notes on the responses of the
interviewee. If an interviewer wants to take notes he must do so
(a) Aggressively
(b) Unobtrusively
(c) Hastily
(d) Noisely
(e) Stealthily.
33. Which of the following is/are a bad advice for conducting a mock interview?
I. Have a friend critique your performance.
II. Videotape the mock interview and evaluate it.
III. Practice sitting in an attentive position, rarely using hand gestures.
IV. Work with a tape recorder to overcome voice problems.
(a) Only (I) above
(b) Only (II) above
(c) Only (III) above
(d) Both (I) and (II) above
(e) All (I), (II), (III) and (IV) above.
34. Business communication is/are an art of making people understand what we want them to understand
the way we want them to understand. As a business communicator, you must pay attention to which of
the following, when choosing and revising your words?
(a) Readability
(b) Typeface
(c) Correctness and effectiveness
(d) Consistency and balance
(e) Attractiveness.
35. From our communication experiences, we all know that simply stating a point does not necessarily
make it believable. There may be some assertions that listeners will accept at face value because the
assertions are consistent with their beliefs and prejudices. But more frequently listeners require that
assertions be backed up with proof. Which of the following as proof, is the narration of a happening or
incident which amplifies, proves, or clarifies the point under consideration?
(a) Statistics
(b) Expert testimony
(c) Analogy
(d) Anecdote
(e) Illustration.
36. Various attention-getting techniques have been successful in convincing recipients to put aside whatever
they are doing and considering an unsolicited letter. Which of the following is not an attention getter?
(a) A solution to a problem
(b) A startling announcement
(c) A what-if opening
(d) An outstanding feature of the product
(e) Fact statement regarding the features of the product.
37. Which of the following can the speaker do, to answer questions like, are the listeners paying attention?
Do the listeners look interested? Do the listeners look confused? Are the listeners bored?
(a) Be clear about the message

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(b) Utilize feedback

(c) Make the message interesting to listeners
(d) Adjust speech delivery
(e) Empathize with the listeners.
38. The primary purpose of a collection letters is to get the payment. In the ‘appeal’ state of the collection
series, the letter should be organized
(a) Inductively
(b) Deductively
(c) Aggressively
(d) Spatially
(e) Chronologically.
39. Visual aids help communicate the subject matter more vividly; these tools can attract and hold the
attention of the audience. In a report, visual aids ________the text, and the text adds meaning to visual
aid.
(a) Supplant
(b) Supplement
(c) Mar
(d) Adorn
(e) Comply with.
40. Which of the following statements is true?
(a) In business communication, we always have to use a formal tone
(b) Memos have salutations and complimentary closings like letters and are more formal than letters
(c) Parallel construction is not recommended for items in a list
(d) Long sentences are suited well for grouping or joining ideas, listing points, and summarizing or
previewing information
(e) Business readers prefer to read large blocks of text.
41. Every presentation either oral or written has its own objectives. Suppose, you are a marketing executive
selling credit cards of XYZ-bank. While writing to employees of Dona Ltd to whom you are planning to
sell your credit card, you are explaining the benefits of your banks credit card over other credit cards. A
letter written to persuade the employees of Dona Ltd to subscribe to your credit card
I. Must focus on a central selling feature.
II. Must have a “you” attitude.
III. Must be reader-oriented.
(a) Only (I) above
(b) Both (I) and (III) above
(c) Both (I) and (II) above
(d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
42. All business messages are essentially persuasive messages. After all, writers convey messages with the
aim of persuading readers to their point of view. In this light, AIDA stands for
(a) Attention, Interest, Deceive, Action
(b) Attraction, Interrogation, Decipher, Action
(c) Attention, Interest, Desire, Action
(d) Attraction, Intuition, Demand, Allocation
(e) Allow, Interact, Defect, Arrange.
43. Writers need organization to ensure that their ideas are presented clearly and logically, increasing the
likelihood that the readers will react positively to their message. Before listing the first point of an
outline, one of the questions you should ask yourself is: what is the purpose of the message? The
purpose of goodwill messages is to
(a) Make a sales pitch
(b) Convey good news about products and operations
(c) Enhance relationships with customers and other business people
(d) Offer help to those in need
(e) Endear yourself to the policymakers and regulators.
44. A written message designed to provide a quick, convenient way for personnel to communicate with
each other in the organization, is called
(a) An application
(b) A memo

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(c) A presentation
(d) A resume
(e) An internal letter.
45. Informal communication increases when official channels are closed or when the organization faces
periods of change, excitement, or anxiety. Instead of trying to eliminate the grapevine, sophisticated
executives minimize its importance by making it certain that the official word gets out. But, some
executives are wary of informal communication channels, possibly because they
(a) Fear the spread of misinformation
(b) Believe only formal channels are efficient carriers of information
(c) Object to casual conversations on company time
(d) Fear loss of their control over the flow of information
(e) Don’t know the advantages of informal communication.
46. Reports are business tools that convey information objectively from one organizational area to another
or from one institution to another. Which of the following is the most standardized of all types of
reports?
(a) Staff study report
(b) Letter report
(c) Short report
(d) Audit report
(e) Memorandum report.
47. To make yourself heard above the din of the marketplace you must not only have a clear idea of exactly
what kind of employment would suit you best, but also the ability to sell yourself effectively to would
be employers. Which of the following is true regarding a ‘perfect’ resume?
(a) It responds to the needs and preferences of the reader
(b) It is written in a chronological format
(c) It is organized around a list of skills and accomplishments
(d) It is electronic
(e) It gives emphasis to what you are good at.
48. Visual aids help communicate the subject matter more vividly; these tools can attract and hold the
attention of the audience. Which type of visual aid is suggestible to present the data about the
percentage of people who possess Bajaj Eliminator bike out of the potential bike customers in
Hyderabad?
(a) Pie diagram
(b) Gantt chart
(c) Bar chart
(d) Line graph
(e) Tables.
49. Which of the following is not a standard part of a memo?
(a) Heading
(b) Salutation
(c) Body
(d) Authentication
(e) Date.
50. Today’s workplace mantra is teamwork. Which of the following is/are not an advantage of working in
teams?
I. Increased information and knowledge.
II. Increased savings for the organization.
III. Increased diversity of views.
IV. Increased acceptance of a solution.
(a) Only (I) above
(b) Only (II) above
(c) Both (II) and (III) above
(d) Both (III) and (IV) above
(e) (I), (II), (III) and (IV) above.
51. Communication researchers have found that non-verbal signals have more impact in conveying meaning
than verbal content. In fact nonverbal behavior is so important to effective business communication that
many companies are now trying to train their employees to understand it. Why has touching become
controversial in business environments?

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(a) Because touching brings discomfort

(b) Because touching can be interpreted as sexual harassment at times
(c) Because any kind of touching is prohibited in business environments
(d) Because touching demonstrates intimacy
(e) Because touching can be dangerous at times.
52. Paralanguage has several component parts; voice qualities, voice qualifiers, voice characteristics and
vocal segregates. Which of the following is not one of the voice qualities?
(a) Volume
(b) Rate of speech
(c) Rhythm
(d) Pronunciation
(e) Temporary variations in pitch.
53. Groups form to accomplish some objective. The objective may be to complete some kind of task or it
may be to strengthen interpersonal relationships between the group members. Unwritten rules that
govern the behavior of group members are referred to as
(a) Group maintenance roles
(b) Parliamentary procedure
(c) Group norms
(d) Robert's Rules
(e) Ethics code.
54. Whether you are speaking, writing, or listening, communication is more than a single act. Instead, it is a
chain of events that can be broken into various phases. The communication process
I. Permits you to evaluate the effectiveness of your messages.
II. Consists of words arranged in meaningful patterns.
III. Consists of five phases that link the sender and receiver.
IV. Uses nonverbal signals to support and clarify verbal communication.
(a) Only (I) above
(b) Both (I) and (II) above
(c) Both (I) and (III) above
(d) Both (I) and (IV) above
(e) All (I), (II), (III) and (IV) above.
55. Remember, the resume is primarily a sales letter, selling a particular commodity-you. In order to sell
yourself effectively, you need above all to identify your strengths, your interests and your
achievements. Which of the following components of career planning process does this include?
(a) Economy analysis
(b) Self analysis
(c) Career analysis
(d) Job analysis
(e) Matching personal needs with job profile.
56. The success of a meeting depends on the ability of each individual member of a group to communicate
with the rest of the group as a whole. To set the stage for a successful meeting, careful planning is
crucial. Which of these is not a question that the convener must consider when he is planning a
meeting?
(a) Why should the meeting be held?
(b) What type of meeting is called for?
(c) Where should the meeting be held?
(d) How should the participants be dressed?
(e) When should the meeting be held?
57. Based on the requirements of a message, it is transmitted in various directions, upward, downward, and
lateral. An example of downward message is
(a) Report
(b) Opinions
(c) Complaints
(d) Orders
(e) Leave application.
58. Which of the following is the correct sentence?
(a) At the reunion they ate snacks and played cricket
(b) On the reunion they played cricket and snacks were eaten

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(c) In the reunion they ate snacks and played cricket

(d) In the reunion they played cricket and eat snacks
(e) In the reunion cricket was played and eat snacks.
59. Groups form to accomplish some objective. The objective may be to complete some kind of task or it
may be to strengthen interpersonal relationships between the group members. Which of the following
factors in group communication, aims at achieving task goals, while at the same time maintaining
interpersonal relationships in the group?
(a) Size of the group
(b) Leadership
(c) Perception and self-concept
(d) Longevity
(e) Status.
60. Groups form to accomplish some objectives. While achieving objectives, naturally there will be
conflicts among the group members. If you were the leader, and want to solve the conflicts in groups
you need to
(a) Be flexible
(b) Hold off dealing with minor problems until the conflict becomes major
(c) Avoid all conflict in the first place
(d) Encourage participants to repress their emotions about the situation
(e) Allow participants to settle the scores in the open.
61. People often put an invisible boundary between themselves and others. Which of the following is the
distance one wants between oneself and other people in ordinary, nonintimate interchanges?
(a) Personal boundaries
(b) Spatial arrangement
(c) Personal space
(d) Feature space
(e) Official space.
62. The physical appearance of the letter communicates something about you. If it conveys a negative
impression, it may not be read at all. The size, color and quality of paper influence the reader’s
reaction; so do margins, letter format and the arrangement of paragraphs. Under which of the following
qualities of well-written application letters does this come?
(a) Knowledge of job requirements
(b) Style
(c) Organization
(d) Mechanics
(e) Reader-benefit information.
63. Which of the following can best link the various parts and ideas of oral presentations?
(a) Pauses of silence
(b) A blank page after the visuals for each part of the presentation
(c) A heading for every new part presented as a visual
(d) Transitional words and phrases
(e) Cartoons at the end of each part of the presentation.
64. In an interview, most questions fall along a continuum of openness. Depending on the purpose you want
to achieve you can frame a question as either close ended or open ended. Identify the close-ended
question from the following
(a) Tell me about yourself
(b) Did you graduate from college?
(c) Why are you absent from work so frequently?
(d) What do you know about our smoking policy?
(e) Why have you got such low scores in your graduation?
65. The ability to communicate bad news as delicately and clearly as possible is an essential business skill.
What can help readers preserve their pride when they read a bad-news messages affecting them?
(a) The knowledge that the deliverer of the bad-news message is not personally responsible for the
bad news
(b) An explanation of the bad news
(c) A respectful and audience-centered tone
(d) A firm and fair decision
(e) Praising the recipient.

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66. A composition is a collection of various paragraphs. A paragraph is collection of various sentences.

Which of the following shows the relationship between paragraphs and among sentences of a
paragraph?
(a) Topic sentences
(b) Developing sentences
(c) Introductions
(d) Transitional words and phrases
(e) Middle section.
67. Attractiveness of the presentation will make a lot of difference in achieving the success in any
presentation. Presentation using slides will definitely attract the viewers. Which of the following is not
likely to result in an effective presentation using slides?
(a) Use bullet-point phrases rather than complete sentences, to help readers follow your main points
quickly
(b) Put as much material as possible on each slide to avoid annoying viewers by changing slides
frequently
(c) Customize your slides with the company logo
(d) Use large fonts
(e) Use contrasting colors to highlight the differentiating points.
68. The purpose of group formation is to accomplish some objectives. The objective may be to complete
some kind of task or it may be to strengthen interpersonal relationships between the group members.
Many groups fulfill both these functions. Today’s work place mantra is teamwork. Which of the
following is not a characteristic of teams?
(a) Individual and group accountability
(b) Collective work products
(c) A specific purpose
(d) Shared leadership roles
(e) Indirect measures of effectiveness.
69. There are many barriers to effective listening. Ringing telephones, employee chitchat, and the clicking
of computer keyboards are all the examples of
(a) Internal noise
(b) Company noise
(c) Listening interference
(d) External noise
(e) Pandemonium.
70. Nonverbal communication is all those messages expressed by other than linguistic means. Many
nonverbal gestures are universal. Most human beings, no matter what culture they belong to, smile
when they are happy and frown when unhappy. Culture plays an important role in interpretation of non-
verbal signals. What happens to the interpretation of non-verbal signals from one culture to another?
(a) The interpretation may vary
(b) The interpretation will always remain the same
(c) The interpretation will become the opposite
(d) The interpretation will take on a negative meaning
(e) The interpretation will strain the relations forever.
71. One of your friends is of the opinion that oral communication is better than written communication, but
you have a different opinion. You feel that there is a disadvantage with oral communication, that is
(a) The lack of opportunity of feedback
(b) People would rather write to each other than talk in person
(c) There is little opportunity to revise your words once you have uttered them
(d) Lack of flexibility
(e) Inability to control communication based on the response.
72. When conflicts focus on faultfinding and fixing blame, they can cause frustration and stress. However, a
great deal depends on how the conflict is handled. Which of these is not a strategy for defusing and
redefining a conflict?
(a) Make sure everyone hears the same message
(b) Separate the main issue from personal feelings
(c) Settle for nothing less than 100%
(d) Allow for cool down time before resolution
(e) Refrain from making personal attacks.

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73. Once you have decided on the format, you can start formulating specific questions. Each question must
be so structured as to elicit just the information you want. “Are you familiar with our policy on
plagiarism?” What kind of question is this?
I. Directive interview.
II. Close-ended.
III. Open-ended.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (II) above
(d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
74. Which of the following statements is/are not true of the open-ended interview?
I. The interviewer should pose broad questions and encourage the applicant to talk freely.
II. The open-ended interview is good for bringing out an applicant's personality and is used to test
professional judgment.
III. In an open-ended interview, a candidate should reveal a great deal about personal or family
problems.
IV. In an open-ended interview the interviewer cannot control the responses of the interviewee.
(a) Only (I) above
(b) Only (III) above
(c) Both (I) and (II) above
(d) Both (I) and (IV) above
(e) Both (II) and (IV) above.
75. Flyers and bulletin boards are best used for messages that
(a) Are simple
(b) Are highly emotional
(c) Are nonroutine
(d) Require feedback
(e) Are confidential.
76. Arguments cannot be negotiated, only proposals can. This demands that emotions be kept under control.
Negotiating is a delicate process and a lot of thinking must go into it, both before it actually gets
underway, and while it is going on. Which of the following actions do not facilitate a win-win
approach?
(a) Determining the needs of both parties
(b) Developing a list of possible solutions
(c) Choosing the most appropriate solution
(d) Forcing the other party to accept your views
(e) Keeping emotions under control.
77. How one presents the information decides the success or failure of the message. Sometimes a harsh
message may be presented in such way that the impact of the message is lessened. If you are sending an
informative message to employees about policy statements or procedural changes
(a) You can assume that employees will have a neutral response
(b) You should use the indirect approach
(c) You should use the body of the message to highlight how the policy or procedure will benefit the
readers
(d) You should describe the circumstances leading to the changes
(e) You should not consider the readers’ reaction.
78. In order to avoid exaggeration, which of the following words should be used?
(a) Greatest
(b) Strongest
(c) Healthiest
(d) Finest
(e) Happy.
79. What are the usual supplementary parts of a report?
(a) Conclusion and recommendations
(b) Discussion of sources used
(c) List of illustrations

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(d) Appendixes, bibliography, and index

(e) List of references.
80. Which of the following is the basic purpose of a resume?
(a) To list all of your skills and abilities
(b) To bring out your strengths and needs
(c) To keep a record of your education and employment experience
(d) To stimulate employer interest and generate a job interview
(e) To remind the prospective employer about your existence in the job market.
81. Which of the following questions is not among the list of possible questions to ask the interviewer?
(a) Could you give me one reason for not hiring me?
(b) Why is this job vacant now?
(c) What additional training does your organization provide?
(d) What are your organization's major strengths and weaknesses?
(e) What growth opportunities do I have in your organization?
82. Understanding the audience is often a more challenging task. It requires the cultivation of a “you” or
“reader oriented” attitude. Understanding audience and making the message acceptable to them is very
important in making the communication successful. The first step in adapting your message to the
reader is
(a) Researching the situation about which the reader wants to know
(b) Forming a mental picture of what the reader is like
(c) Outlining the logical developments of the message
(d) Deciding on the company goal to be served
(e) Deciding what kind of vocabulary to use.
83 Certain techniques of concluding are especially valuable for the ‘speech to inform’. Presently you are
attending classes to learn how to deliver speeches or how to give presentations. In one of the classes,
you were explained about the closing of the speech or a presentation. As per the instructions of the
class, in closing you should do all of the following except
(a) Restate the main points
(b) End on a positive note
(c) Emphasize structure
(d) Describe the next step
(e) Summarizing the main points.
84. All the business messages are essentially persuasive messages. After all, writers convey messages with
the aim of persuading readers to their point of view. Good business writers
(a) Use long sentences to emphasize important information
(b) Keep their sentences to an average length of 40 words or fewer
(c) Vary the length of their sentences
(d) Repeat their sentences for emphasis
(e) Keep their needs in mind.
85. Which of the following is not one of the elements of a transmittal letter?
(a) A statement of the title and if necessary, the purpose of the report
(b) A statement of who authorized or commissioned the project and when
(c) The date of submission, the names and positions of the writers and the principle reader
(d) An acknowledgement of any assistance you received in preparing the material
(e) A gracious offer to assist in interpreting the material or in carrying out further projects.
86. Which of the following is true regarding group thinking?
(a) It is the willingness of individual group members to set aside their personal opinions and go
along with everyone else
(b) It is the four-step decision-making process in groups
(c) It is a software program that help groups to make decisions
(d) It is the basic rule that underlie a group's behavior
(e) It is a notion that group decision-making is superior to individual decision-making.
87. An effective presentation involves
I. Effective utilization of time allotted.
II. Logical structure and relevant content.
III. Proper sequencing.
(a) Only (I) above

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(b) Only (II) above

(c) Only (III) above
(d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
88. Preparation is required for effective communication of bad news. Which of the following is/are not a
key question that should be answered regarding delivering bad news?
I. How will delivering bad news affect only me?
II. How does bad news relate to corporate/business objectives?
III. How will the bad news affect employees, customers, and shareholders?
IV. How will bad news message be received by the reader?
(a) Only (I) above
(b) Only (II) above
(c) Only (IV) above
(d) Both (II) and (III) above
(e) Both (III) and (IV) above.
89. What are the most important themes that keep surfacing in business communication?
(a) Committing to ethical communication, adopting an audience-centered approach, improving
intercultural and workplace sensitivity
(b) Writing about ethics, agreeing with your audience's point-of-view and showing awareness about
the similarities between cultures
(c) Demonstrating knowledge of all kinds of business, traveling to other countries, and developing
friendships with co-workers
(d) Reading legal documents, writing about the audience, and celebrating one's own culture
(e) Writing about ethics, demonstrating knowledge of all kinds of business, and reading legal
documents.
90. The process of communication starts with the sender, the person who intends to convey his ideas to
another person. Where does this process end?
(a) With the feedback
(b) With the receiver
(c) With the channel
(d) With the decoder
(e) With the message.
91. Assume, you are the HR manager of a firm. Recently, a new procedure has been adopted for applying
for leaves. Hence, to notify the same thing to all the employees, the most appropriate medium would be
(a) A phone call
(b) A formal letter
(c) An e-mail
(d) A detailed face-to-face presentation
(e) Videoconferencing.
92. Barriers are the impediments in the process of communication, which influence the communication
process in a negative way. Which of the following is not a verbal barrier to communication?
(a) Inadequate knowledge or vocabulary
(b) Differences in interpretation
(c) Inappropriate use of expressions
(d) Differences in perception
(e) Poor grammatical skills.
93. Your friend has been investigating an issue for the last three weeks. He has collected bundles of data.
He has prepared a rough sketch of report to be prepared. But he is not able to decide on the place for
numerical facts. You suggest him to present the numerical facts
(a) Through lists
(b) Through short paragraphs
(c) Through symbols
(d) Through tables and charts
(e) Through long paragraphs.
94. You are graduating from business school in another month and entering the job market. Your education
has equipped you with a set of resources - qualifications, skills - which you now have to sell to
prospective employers. Which of the following kinds of information should be included in a resume?
I. Work experience.

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II. Education.
III. Affiliation and membership.
IV. Letter of recommendation.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (II) above
(d) Both (II) and (III) above
(e) Both (III) and (IV) above.
95. Look at these sentences: “You never come to office on time.” And “Since you have been coming in late,
I have had to make a lot of excuses whenever the director asks for you. I am uncomfortable with that.”
Which of the following is true regarding the above sentences?
(a) First sentence sounds descriptive and evokes defensive reaction, second sentence sounds
judgmental
(b) First sentence sounds judgmental and evokes defensive reaction and second sentence is
descriptive
(c) Both the sentences are judgmental and evoke defensive reaction
(d) Both the sentences are descriptive and do not evoke defensive reaction
(e) Both the sentences are descriptive and evoke defensive reaction.
96. Which of the following topics is generally covered in an introduction and talks about who wrote it; and
when it was submitted?
(a) Purpose
(b) Background
(c) Limitations
(d) Authorization
(e) Scope.
97. Conflicts are inevitable in any workplace but success in any workplace depends on how best the
conflicts are resolved. Meetings conducted between the two conflicting parties to resolve a conflict are
called
(a) Discussion
(b) Collection
(c) Information
(d) Negotiation
(e) Arbitration.
98. How can you best prepare for the question-and-answer session that follows the presentation?
(a) You can give your audience a list of questions they may ask
(b) You can think about potential questions and answers as part of the preparation for the
presentation
(c) There is no practical way of preparing for the question-and-answer session
(d) You can memorize answers to some potential questions
(e) You can discourage your audience from asking questions.
99. When businesspeople speak of reports, they are, in general, thinking of written, factual accounts that
objectively communicate information about some aspect of the business. Which of the following is apt
for the memorandum report?
(a) Date, salutation, subject line, recommendation
(b) Introduction, facts, summary
(c) Conclusion, introduction, analysis
(d) Date, to, from, subject, contents
(e) Title page, table of contents, report text.
100. A report comprise various parts. The structuring of a report should be logical. In a report, the terms
graphic method, simplex method and PERT etc. would be explained in the
(a) Executive summary
(b) Glossary
(c) Appendix
(d) Conclusions
(e) Abstract.

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Suggested Answers
Managerial Effectiveness - I (MB121): October 2007
1. Answer : (a)
Reason : In the communication process the receiver is also called as the decoder. Encoder is the person who
sends the message.
2. Answer : (b)
Reason : All the options are true regarding nonverbal communication except option (b). because nonverba
communication (our expressions) is spontaneous one cannot choose the same.
3. Answer : (a)
Reason : The complimentary close refers to phrases like “yours sincerely,” “with regards” etc. Such phrase
close letters. They do not disclose or reveal any secrets. They are not expected to compliment or flatte
the reader or the writer.
4. Answer : (c)
Reason : It is preferable to use the indirect approach if your audience will be displeased by what you have to
say.
5. Answer : (e)
Reason: “Because hearing is relatively easy, we assume that we can do it without much concentration and
effort.” This refers to casual attitude which is one of the attitudinal barriers.
6. Answer : (c)
Reason : Repeating the main idea is not an effective persuasive strategy.
7. Answer : (d)
Reason : MBWA is referred as Managing by Walking Around. Hence, option (d) is correct.
8. Answer : (e)
Reason : In sentences II and III ‘usually’ modify either the clause that precedes it or the clause that follows it
Hence, option (e) is correct.
9. Answer : (b)
Reason : Interpersonal skills are important for success in the organizational environment and for creating
positive working environment. Hence, option (b) is correct.
10. Answer : (c)
Reason : All these things come under following up the meeting. Hence, option (c) is correct.
11. Answer : (c)
Reason : After collecting the facts the next logical step is to interpret them.
12. Answer : (c)
Reason : The bad news should be placed in either the second paragraph or closing paragraph. Hence, option (c
is correct
13. Answer : (d)
Reason : Generally all the people do not respond to conflict in a uniform way. Different people use differen
techniques to handle conflict. One of the techniques is avoiding-—unwillingness to talk things out
pretending that a conflict does not exist. ‘Avoiding’ is advisable when you need time to gather facts o
think about a situation and when you perceive that you have no chance of satisfying your concerns.
Hence, option (d) is correct.
14. Answer : ( c)
Reason : Decision-making in effective teams is done by participation of all the members and not by the team
leaders alone. Hence, option (c) is correct.
15. Answer : (a)
Reason : A stress interview deliberately puts the applicant under extreme pressure. Hence, option (a) is correct.
16. Answer : (c)
Reason : Option (c) is the correct answer.
17. Answer : (e)
Reason : All the given principles to be kept in mind while starting the negotiation. Hence, option (e) is correct.
18. Answer : (c)
Reason : Since wise business leaders know that the success of their business is affected by what people think
about the business, well-written messages should convey Goodwill.

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19. Answer : (a)

Reason : A ranked question contains various ratings that can be given for the response. Hence, option (a) is
correct.
20. Answer : (c)
Reason : Expressing understanding is the best way to handle an emotional reaction in a business setting. Hence
option (c) is correct.
21. Answer : (c)
Reason : Among the elements of report, the letter of transmittal introduces the purpose and content of the repor
to the principal reader,
22. Answer : (a)
Reason : Letters are more formal than flyers, memos, circulars, and e-mail.
23. Answer : (b)
Reason : The resume which gives experience details based on the time is called as the chronological resume
Hence, option (b) is correct.
24. Answer : (c)
Reason : Listening involves physically receiving a message, interpreting, remembering, evaluating, and
responding. Hence, option (c) is correct.
25. Answer : (a)
Reason : It is preferable to use the direct approach with routine, good-news, and goodwill messages.
26. Answer : (d)
Reason : It is advisable when faced with dilemma the best solution is to write for the greatest good to the
greatest number of people
27. Answer : (b)
Reason : The correct option is Gerry bought three items: a note pad, a pencil sharpener, and a letter opener
Hence, option (b) is correct.
28. Answer : (b)
Reason : In performance appraisal interview, a supervisor and an employee together assess how much progress
the employee has made toward the achievement of certain predetermined goals.
29. Answer : (c)
Reason : Agenda is a list of topics that will be covered at the meeting and it also gives participants a chance to
gather their thoughts and bring relevant information to the meeting
30. Answer : (b)
Reason : Line charts with multiple series will be best suited.
31. Answer : (b)
Reason : When one is asked to speak on the spur of the moment, without advance notice or time for specific
preparation, he is engaged in impromptu delivery. Hence, option (b) is correct.
32. Answer : (b)
Reason : If the interviewer wants to take any notes regarding the responses of the candidate he should do so
unobtrusively otherwise there is a danger of distracting the process of interview. Hence, option (b) is
correct.
33. Answer : (c)
Reason : Practice sitting in an attentive position, rarely using hand gestures is not a good advice for preparation
for mock interview. Hence, option (c) is correct.
34. Answer : (c)
Reason : As a business communicator, you must pay attention to correctness and effectiveness. Hence, option
(c) is correct.
35. Answer : (e)
Reason : Illustration is the narration of a happening or incident which amplifies, proves, or clarifies the poin
under consideration. Hence, option (e) is correct.
36. Answer : (e)
Reason : Except fact statement regarding the features of the product all other statements are the attention getters
Hence, option (e) is correct.
37. Answer : (b)
Reason : Speaker can utilize feedback. Hence, option (b) is correct.
38. Answer : (a)

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Reason : In this stage the letter should be written inductively. In the next stage, the urgency stage, the letter may
be written deductively. Hence, option (a) is correct.
39. Answer : (b)
Reason : Supplement is the most appropriate word in the given statement.
40. Answer : (d)
Reason : Long sentences are suited well for grouping or joining ideas, listing points, and summarizing o
previewing information.
41. Answer : (e)
Reason : All these are necessary to persuade the reader.
42. Answer : (c)
Reason : AIDA is referred as Attention, Interest, Desire and Action
43. Answer : (c)
Reason : Goodwill messages are intended to enhance relationships with customers and other business people.
44. Answer : (b)
Reason : A written message designed to provide a quick, convenient way for personnel to communicate with
each other in the organization is called a memo
45. Answer : (d)
Reason : Some executives are wary of informal communication channels, possibly because they fear a loss o
their control over the flow of information.
46. Answer : (d)
Reason : Audit report is most standardized form of all reports.
47. Answer : (a)
Reason : A resume can be called a perfect resume if it emphasizes on what the reader(employer) expects.
48. Answer : (a)
Reason : Visual aids definitely add punch to the speech and make them effective. To know the percentage o
total city dwellers that possess particular brand of scooter, it is advisable to use pie diagram o
otherwise a stacked bar chart can also be used.
49. Answer : (b)
Reason : A salutation is not a standard part of memo. A memo has the standard parts like, heading, body
authentication and date.
50. Answer : (b)
Reason : Increased savings to the organization is not the advantage in working in teams. Hence, option (b) i
correct.
51. Answer : (b)
Reason : Touching become controversial in business environment, because touching can be interpreted as
sexual harassment at times. Hence, option (b) is correct.
52. Answer : (e)
Reason : Temporary variations in pitch is not one of the voice qualities. Hence, option (e) is correct
53. Answer : (c)
Reason : Unwritten rules that govern the behavior of group members are referred to as group norms. Hence
option (c) is correct.
54. Answer : (e)
Reason : All the options are true regarding communication process.
55. Answer : (b)
Reason : In order to sell yourself effectively, you need above all to identify your strengths, your interests and
your achievements. This comes under self analysis.
56. Answer : (d)
Reason : The convener of a meeting need not consider what the participants should wear when they attend the
meeting. Hence option (d) is correct.
57. Answer : (d)
Reason : Downward communication flows from higher level of the organization to the lower level of the
organization. Hence, an order is an example of the downward communication.
58. Answer : (a)
Reason : Option (a) is the correct option.

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59. Answer : (b)

Reason : The factors comes under leadership, one of the factors in group communication. Hence, option (b) is
correct.
60. Answer : (a)
Reason : A flexible approach helps in resolving conflicts in groups. Hence, option (a) is correct.
61. Answer : (c)
Reason : Personal space is the distance one wants between oneself and other people in ordinary, nonintimate
interchanges.
62. Answer : (d)
Reason : The size, color and quality of paper influence the reader’s reaction; so do margins, letter format and
the arrangement of paragraphs. This comes under Mechanics one of the qualities of well-written
application letters.
63. Answer : (d)
Reason : A heading for every new part is a good visual clue; but since the presentation is oral, transitional words
and phrases are required to link its various parts. Hence, option (d) is correct
64. Answer : (b)
Reason : In the actual interview, most questions fall along a continuum of openness. As an interviewer, you can
frame a question toward any one end of the spectrum, depending on the purpose you want to achieve
The question “Did you graduate from college? Is a close ended question
65. Answer : (c)
Reason : The respectful and audience cantered tone can make the reader not to loose his pride when reading a
bad news affecting them, but not the knowledge that the deliverer of the bad-news message is no
personally responsible for the bad news.
66. Answer : (d)
Reason : Transitional words and phrases show the relationship between paragraphs and among sentences.
67. Answer : (b)
Reason : Putting as much material as possible on each slide to avoid annoying viewers by changing slide
frequently is not likely to result in effective presentation slides. Hence, option (b) is correct.
68. Answer : (e)
Reason : Groups will always have direct measures of effectiveness. Hence, option (e) is correct.
69. Answer : (d)
Reason : Ringing telephones, employee chitchat, and the clicking of computer keyboards are all examples o
External noise. Hence, option (d) is correct.
70. Answer : (a)
Reason : The interpretation of nonverbal signals can vary from culture to culture because each culture can add
its own meaning to such signals, as these are not controlled by the specificity of words. Hence option
(a) is correct.
71. Answer : (c)
Reason : A disadvantage of oral communication is that there is little opportunity to revise your words once you
have uttered them.
72. Answer : (c)
Reason : If you settle for nothing less than 100 %, you are not willing to make any concessions. Obviously, thi
cannot be a strategy for defusing and redefining a conflict. Hence, option (c) is correct.
73. Answer : (c)
Reason : The question comes under directive interview and close-ended question. Hence, option (c) is correct.
74. Answer : (b)
Reason : In the open-ended interview the interviewee need not reveal personal and family problems. Hence
option (b) is correct.
75. Answer : (a)
Reason : Flyers and bulletin boards are best used for messages that are simple. Hence, option (a) is correct
76. Answer : (d)
Reason : Forcing the other parties to accept your view does not help to reach the win-win solution. Hence
option (d) is correct.
77. Answer : (c)
Reason : If you are sending an informative message to employees about policy statements or procedural changes

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you should use the body of the message to highlight how the policy or procedure will benefit the readers.
78. Answer : (e)
Reason : All the options except happy are the words that are superlative expressions and better avoided. Hence
option (e) is correct.
79. Answer : (d)
Reason : The usual supplementary parts of the report are, Appendixes, bibliography, and index.
80. Answer : (d)
Reason : Resumes are created for the specific purpose of seeking and acquiring jobs. Hence, option (d) is
correct
81. Answer : (a)
Reason : Could you give me one reason for not hiring me is not one of the questions. Hence, option (a) is
correct.
82. Answer : (b)
Reason : The first step in adapting your message to the reader is forming a mental picture of what the reader is
like.
83. Answer : (c)
Reason : During the closing of the speech, restating the main message, summarizing the main points, ending on
a positive note, and describing the next action plans prove to be useful techniques, in helping the
audience follow the speech by summarizing the main points can be done. But not emphasizing the
structure.
84. Answer : (c)
Reason : Good business writers vary the length of their sentences.
85. Answer : (c)
Reason : The date of submission, the names and positions of the writer and the principle reader are not the par
of transmittal letter. They are the part of title page. Hence, option (c) is correct.
86. Answer : (a)
Reason : Groupthink refers to the willingness of individual group members to set aside their personal opinions
and go along with everyone else. Hence, option (a) is correct.
87. Answer : (e)
Reason : An effective presentation should involve all the options, effectiveness of utilization of time allotted
structure and content and proper sequencing. Hence, option (e) is correct.
88. Answer : (a)
Reason : The effect of delivering bad news on the individual i.e, the communicator is not a key question to be
answered while delivering bad news.
89. Answer : (a)
Reason : Committing to ethical communication, adopting an audience-centered approach, improving
intercultural and workplace sensitivity are the most important themes that keep surfacing in business
communication. Hence, option (a) is correct.
90. Answer : (a)
Reason : Process of communication starts with the Sender, the person who intends to communicate with othe
person. He puts the message in mutually understandable language. Communication once reached to the
person whom it is intended, the reaction he sends back to the sender on the message he received is
called as the feedback. Hence communication process starts with the sender and ends with the
feedback from the receiver
91. Answer : (c)
Reason : If the purpose of you sending a message is to notify employees of a new procedure, the mos
appropriate medium would be an e-mail.
92. Answer : (d)
Reason : Inadequate knowledge or vocabulary, differences in interpretation, inappropriate use of expression
and polarization are barriers of communication. Hence options (a), (b), (c) and (e) are incorrect.
93. Answer : (d)
Reason : The best way to present the numerical figures is through tables and charts.
94. Answer : (c)
Reason : Education and experience should be included in the resume.
95. Answer : (b)
Reason : First sentence sounds judgmental and evokes defensive reaction and second sentence is descriptive

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Hence, option (b) is correct.

96. Answer : (d)
Reason : Authorization talks about who wrote it; and when it was submitted and it is generally covered in an
introduction.
97. Answer : (d)
Reason : The meetings conducted to resolve conflicts are called negotiation. Hence, option (d) is correct.
98. Answer : (b)
Reason : You can think about potential questions and answers as part of the preparation for the presentation
Hence, option (b) is correct
99. Answer : (d)
Reason : The memorandum report is written in the memo format hence, date, to, from, subject, contents are the
structure of the report.
100. Answer : (b)
Reason : These terms would appear in the glossary. A glossary is an alphabetical list of definitions. Such a list i
particularly useful if you are addressing a multiple audience that includes readers who will not be
familiar with the technical vocabulary used in
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