SMB102 WB

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AN INTRODUCTION TO DIFFERENTIATED LEARNING TOOLS
Participants in flexible learning programs have limitations on the nature of the

time they can spend on learning. Typically they are employed fully or partially,
pursuing higher studies or have other social and familial responsibilities.
Availability of time is a great constraint to these students.
To aid the participants, we have developed four unique learning tools as below:
 Bullet Notes : Helps in introducing the important concepts in each unit
of curriculum, equip the student during preparation of examinations and
placement interviews
 Case Studies : Illustrate the concepts through real life experiences
 Workbook : Helps absorption of learning through questions based on real life nuggets
 PEP Notes : Sharing notes of practices and experiences in the Industry will help the student
to rightly perceive and get inspired to learn concepts at the cutting edge
application level.
Why are these needed?
 Adults learn differently from B. School or college going
students who spend long hours at campus.
 Enhancing analytical skills through application related learning
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kits trigger experiential learning
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 Availability of time is a challenge.
 Career success increasingly depends on continuous learning
and success
What makes it relevant?

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 Practitioners can use their real life knowledge and skill to enhance learning skills.
 Immediate visualization of the practical dimension of the concept will offer a rich learning
experience.
How is it useful?
 Through these tools, the learning bytes are right sized for ease of learning for time challenged
participants.
 The content starts from practice and connect to precept making it easy to connect to industry
and retain.
 They can be connected to continuous assessment process of the academic program.
Where does this lead to?
 Helps stay motivated and connected.
 Easier to move ahead in the learning process.
 Will facilitate the student to complete the program earlier than
otherwise.
When is it useful?
 As and when you get 5 to 10 minutes you can read one of these and absorb and comprehend.
Spending more time is your choice.
 You can use the time in travel, waiting for meetings, lunch time, small breaks or at home
usefully.
Business
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Communication &
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Soft Skills
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Management
Workbook
© The ICFAI Foundation for Higher Education (IFHE), Hyderabad,
April, 2015. All rights reserved
No part of this publication may be reproduced, stored in a retrieval system, used in a spreadsheet, or
transmitted in any form or by any means – electronic, mechanical, photocopying or otherwise – without
prior permission in writing from The ICFAI Foundation for Higher Education (IFHE), Hyderabad.
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Ref. No. BC&SS-WB-IFHE – 042015
For any clarification regarding this book, the students may please write to The ICFAI Foundation for
Higher Education (IFHE), Hyderabad giving the above reference number of this book specifying chapter
and page number.
While every possible care has been taken in type-setting and printing this book, The ICFAI Foundation
for Higher Education (IFHE), Hyderabad welcomes suggestions from students for improvement in future
editions.
Our E-mail id: cwfeedback@icfaiuniversity.in

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INTRODUCTION
Participants in ICFAI University Programs are eager to learn more from practice. They realize that
application orientation can enhance their learning and subsequent usage of management precepts and
practices. Picking out the principle behind real world events is critical to this learning, as also identifying
the alternative/solution using the principle. Towards this end the institution has reengineered the
Workbook.
The Workbook is a set of questions which typically illustrate a real life context from contemporary
corporate happenings and then poses a question to the student for reflection. The narration of question
helps the reader to reinforce the concept and facilitates the student to enhance his/her capabilities in
analyzing and interpreting the conceptual frameworks.
The examples depicting the names of existing persons or companies are taken from news
clippings/published articles from various public domain websites or website of respective companies.
Since live examples reinforce the understanding of the students, the possible responses are connected to
the concepts taught directly or indirectly. In many cases the alternatives provided are choices in a work
situation based on alternative approaches.
These questions provoke the learner to start thinking from the application side and connect to the
knowledge that he will use to solve. Practitioners can connect better thereby improving the learning
experience. This form of assessment improves learning while assessing whereas the conventional form is
more about assessment of learning.
The learning outcomes expected are:

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1. The examples are linked back to application of theoretical knowledge in the illustrated
real-time situation. This facilitates the student to develop analytical approach in similar
or related situations.
2. Application based approach which enhances absorption and retention significantly.
3. Exposure to the current incidences and situations in relation to important concepts of
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the subject.
The Workbook format is also used for Assessment.
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DETAILED CURRICULUM
UNIT 1 - FUNDAMENTALS OF COMMUNICATION
The Importance of Communication - The Basic Forms of Communication: Non-verbal Communication,

Verbal Communication, Speaking and Writing, Listening - The Process of Communication: Sender,
Message, Channel, Receiver, Feedback - Barriers to Communication: Problems Caused by the Sender,
Problems in Message Transmission, Problems in Reception, Problems in Receiver Comprehension -
Dealing with Communication Barriers: Know your Subject, Focus o the Purpose, Know your Audience,
Be Organized
UNIT 2 - NONVERBAL COMMUNICATION
Characteristics of Nonverbal Communication: Non-verbal messages primarily communicate emotions,

attitudes, Non-verbal cues substitute for, contradict, emphasize, or regulate verbal messages, Non-verbal
cues are often ambiguous, Non-verbal cues are continuous, Non-verbal cues are more reliable, Non-
verbal cues are culture bound - Components of Nonverbal Communication: Paralanguage: Voice
qualities-Volume, Rate of speech, Voice pitch, Rhythm, Pronunciation and enunciation, Voice qualifiers,
Vocal characteristics, Vocal segregates - Kinesics: Posture, Gestures-Emblems, Adaptors, Regulators,
Illustrators, Facial expressions-Eyes Proxemics: The intimate distance zone, The personal distance zone,
The social distance zone, The public distance zone, use of Time, Mode of Dress
UNIT 3 - LISTENING I
Importance of Listening - Barriers to Effective Listening: Physiological Barriers, Environmental
Barriers, Attitudinal Barriers- Prejudices, Preoccupation, A casual attitude, Egocentrism, Poor Listening
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Habits, Lack of Common Experiences - Approaches to Listening: Discriminative Listening,
Comprehensive Listening, Critical Listening, Active Listening - How to be a Better Listener: Be
Motivated to Listen, Be Prepared to Listen, Be Objective, Be Alert to all Cues, Make Good Use of the
Thinking-Speaking Time Difference, Use Feedback, Practice Listening, Use Verbal and Nonverbal Cues
to Encourage the Speaker - What Speakers Can Do to Ensure Better Listening: Try to Empathize, Adjust
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your Delivery, Utilize Feedback, Be Clear, Be Interesting
UNIT 4 - INTERPERSONAL SKILLS
Building Positive Relationships: Use Descriptive „I‟ Language, Focus on Solving Problems, not on
Controlling Others, Be Open: Don‟t Try to Deceive, Show Empathy, Don‟t Put on an Air of Superiority,
Listen with an Open Mind - Giving Praise: Make Praise Specific, Praise Progress, Not Just Perfection,
Be Sincere, Don‟t Overdo Praise, Get the Timing Right - Dealing with Criticism: Offering Constructive
Criticism – Understand why you are making a critical remark, Try to understand the other person‟s
perspective, Direct criticism at the person‟s behavior, not at the person, Avoid sounding judgmental, Do
not force criticism on anyone, Avoid Critical Overload; Responding to Criticism - Managing
Conflict: Approaches to Conflict – Avoiding, Accommodating, Competing, Collaborating,
Compromising; Resolving Conflict
UNIT 5 - NEGOTIATIONS
Approaches to Negotiation: Bargaining Orientation, Lose-Lose Orientation, Compromise, Win-Win

Orientation - The Major Elements of Negotiation Preparation: Understand the People Involved; Know
your Objectives, Conduct - The Situation
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UNIT 6 - INTERVIEWING
Interview and Types of Business Interviews: Employment Interviews, Performance Appraisal Interviews,
Counseling Interviews, Disciplinary Interviews, Persuasive Interviews - Planning an Interview: State the
Purpose, Get Information about the Other Party, Decide on the Structure, Directive Interview, Non-
directive Interview, Consider Possible Questions, Direct question, Indirect question, Plan the Physical
Setting, Anticipate Problems - Conducting an Interview: The Opening, Body- The interviewer‟s role,
The respondent‟s role, Closing - The Ethics of Interviewing: Guidelines for the Interviewer, Guidelines
for the Respondent- Don‟t be dishonest, Don‟t waste the interviewer‟s time
UNIT 7 - GROUP COMMUNICATION
Factors in Group Communication: Size, Longevity, Leadership, Perception and Self-Concept, Status -
Group Decision Making: Stage in Group problem solving – The Orientation Stage, The Conflict Stage,
The Emergence Stage, The Reinforcement Stage; Reflective Thinking, Brainstorming, Nominal Group
Techniques, The Final Decision – Consensus, Compromise, Majority, Decision by leader, Arbitration -
Effective Meeting: The Planning Process, Why Have a Meeting at all?, What Type of Meeting should be
Held? – Informational meetings, Problem-solving meetings, Change-facilitating meetings, Who Should
Participate?, Where the Meeting should be Held?, When Should the Meeting be Held?, Notice Agenda,
Minutes, Opening the Meeting, Conducting Business, Concluding the Meeting, Following up the
Meeting
UNIT 8 - MAKING PRESENTATIONS – GETTING STARTED
Speech Purposes – General: Informative Speeches, Persuasive Speech, Entertaining Speeches - Speech
Purposes – Specific - Methods of Speaking: Speaking from a Manuscript, speaking from Memory,
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Impromptu Delivery, Extemporaneous Delivery - Analyzing the Audience: The age of listeners, The
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sex of listeners, The occupation of listeners, Intelligence and educational level of listeners, The social,
professional, and religious groups your listeners belong to, The influence of geographical experience -
Nonverbal Dimensions of Presentation
UNIT 9 - ORGANIZING AND PRESENTING THE SPEECH

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Why Organize? - The Core Statement - Organizational Structures: Organizing the Speech to Inform- The
introduction, The body, The conclusion; Organizing the Persuasive Speech – The Problem-Solution
Order, The Motivated Sequence, Deductive and inductive structures - Supporting Your Idea: Illustration,
Statistics, Expert testimony, Analogies, Anecdotes, fable, parables - Visual Aids: Designing and
Presenting Visual Aids, Selecting the Right Medium- Handouts, Chalkboards and whiteboards, Flip
charts, Overheads, Slides, Computers, Videotapes, Audiotapes, Filmstrips, and Films, Models and
physical objects - After the Presentation
UNIT 10 - LETTER WRITING: WRITING ABOUT THE ROUTINE AND THE PLEASANT
Understanding the Audience: Cultivating a “You” Attitude, How Can We “Understand the Audience”?-
Organizing your Message: Why Organization is Essential, How to Organize Letters - Business Letters:
Routine Claims, Routine Letters about Credit- Request for Information, Request for credit, Favorable
response to a request for credit, Routine Letters about Orders – Order Letter, Favorable Response to an
Order Letter, Letters about Routine Requests
UNIT 11 - WRITING ABOUT THE UNPLEASANT
Writing for the Reader: Sequence of Ideas, Style of Expression - Saying “No” to an Adjustment Request
- Saying “No” to a Credit Request - Saying “No” to an Order for Merchandise: Unclear Orders, Back
Orders, Substitution, Offering a M ore Suitable Product - Saying “No” to a Request for a favour - Special
Problems in Writing about the Unpleasant: First Paragraph, The Bad News Sentences, Last paragraph
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UNIT 12 - WRITING TO PERSUADE
The Basis of Persuasive Sales Messages – Identifying Objectives: Know the product or service, Know
the customer, Know the desired action - The Basis of Persuasive Sales Messages – Organizing the
Message, The First Paragraph : An Attention-Getter- Start with the Product, Focus on a Central Selling
Feature, Address on a Central Selling Feature, Address the reader‟s needs, Keep paragraphs short;
Introducing the Product- Be natural and cohesive, Be action-oriented, Stress and central selling point;
Convince the Readers with Evidence – Use concrete language, Be objective, Interpret the evidence, Be
careful when you talk about price; Motivating the Reader to Action – Mention the specific action you
want, Refer to the reward for taking action, Present action as being easy to take, Provide a stimulus for
quick action, Ask confidently for action - Writing a Complete Sales Letter - Claim Letters and Requests
for Favors: Making a Claim, Asking a Favor - The Collection Series: Reminder, Inquiry, Appeal,
Urgency, Ultimatum
UNIT 13 - COMMUNICATION FOR EMPLOYMENT – RESUME
Formulating Career Plans: Self Analysis, Career Analysis, Job Analysis, Matching Personal Needs with
Job Profile - Planning your Resume - Structuring the Resume: Chronological Resume, Functional -
Resume, Combination Chronological and Functional Resume - Content of the Resume: Heading, Career
Goals and Objectives, Education, Work Experience, Summary of Job Skills/ Key Qualifications,
Activities, Honors and Achievements, Special interests, References - Electronic Resumes
UNIT 14 - COMMUNICATION FOR EMPLOYMENT – APPLICATION LETTER

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Qualities of Well-written Application Letters: The You Attitude, Length of Letter, Addressed to a
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person, not to a title, Knowledge of Employer‟s Activities, Knowledge of Job requirements, Reader-
Benefit Information, Organization, Style, Mechanic - Letter Plan: Opening Section, Middle Section-Job
requirements, Educational achievements, Work Experience, Any special qualifications, Personal
Information, Closing Section
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UNIT 15 - WRITING EFFECTIVE MEMOS
Fundamentals of Effective Memos: Organization, Clarity - Types of Memos: Request Memo,

Confirmation Memo, Periodic Report Memo, Ideas and Suggestions Memo, Informal Study Results
Memo - Memos about the Unpleasant - Persuasive Memos
UNIT 16 - STRUCTURE AND LAYOUT OF LETTERS
Punctuation Styles and Letter Formats - Formats: Block, Modified Block, Simplified Block - Standard
Letter Parts: Heading and Date, Inside Address, Salutation, Body, Complimentary Close, Signature
Block, Reference Initials - Special Letter Parts: Mailing Notation, Attention Line, Reference Line,
Subject Line, Second-page Heading, Enclosure Notation, Copy Notation, Postscript - Memorandum
Formats: Heading, Body Authentication, Page Identification
UNIT 17 - THE FRAMEWORK OF A REPORT
The Elements of a Report: The Letter of Transmittal, The Title Page, The Abstract, The Table of
Contents, The List of Illustrations, The Executive Summary, The Glossary and List of Symbols, The
Appendix - The Text of a Report: Introduction, The Body of the Report, Summary, Conclusions, an
Recommendations, Notes and Bibliography
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UNIT 18 - WRITING THE REPORT
Different Types of Reports: Formal or Informal Reports, Short or Long Reports, Informational or
Analytical Reports, The Proposal Report, Vertical or Lateral Reports, Internal or External Reports,
Periodic Reports, Functional Reports- Preprinted form, Letter, Memo, Manuscript - Four Steps in
Writing a Report: Defining the Problem and the Purpose, Zeroing I on the Problem, Developing the
Statement of Purpose, Identifying Issues for Investigation - Structuring the Report: Information
Assignments, Analytical Assignments- hypothesis, Relative merit - Concluding the Report
UNIT 19 - MANAGING DATA AND USING GRAPHICS
When to Use Visual Aids - Selecting a Suitable Visual Aid: Tables; Bar Charts- Simple bar chart, Multi-
range bar chart, Stacked-bar chart; Gantt Chart; Line Charts; Pie Charts; Pictograms; Maps;
Flowcharts and Organization Charts; Other Visual Aids - Introducing Visual Aids in the Text
UNIT 20 - REVIEW OF WRITING SKILLS
Sentence Structure - Punctuation: Apostrophe, Comma, Colon, Semicolon, Dash - Paragraphs: Logical
Order, Concluding Sentence - Compositions: Steps in Essay Writing – Limiting a topic, Clarifying the
purpose, Writing the thesis statement, Writing the introduction, Planning and writing the body, Writing
the conclusion
UNIT 21 - MANGERIAL EFFECTIVENESS – A CONCEPTUAL FRAMEWORK
Managerial Effectiveness: What is managerial effectiveness? - Characteristics of an Effective Manager:

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Basic managerial skills: Planning skills, Organizing skills; Contribution: How managers can
contribute, Contribution in human relations, Contribution at meetings; Productivity: Staffing from
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strength, Managing superiors, Managing oneself – Prioritize: Posterioritize - Effective decision-making:
Decision-making process - Effective communication: Components of an effective communication
process - Participation - Ethical manager: Factors that influence ethical behavior - Stress management
- Time management - Creativity in management - Emotional Intelligence in management - Interpersonal
skills - Leadership skills - Multi-cultural communication skills
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UNIT 22 - STRESS MANAGEMENT
Definition of Stress - Sources of Stress: Internal stress, External stress, Types of stress: Personal stress –
Family stress, Health-related stress, Society-related stress, Work-related stress, Time and stress, Techno
stress - Effects of Stress: Physical effects of stress, Psychological effects of stress, Effects of stress on the
environment, Difference between stress and burnout: Burnout life cycle - Steps to handle burnout -
Strategies for Coping with Stress - Strategies to fight stress: Prioritize work, Delegate work, Laughter,
Exercise, Relaxations, Diet, Sleep - Avoiding stress: Meditation, Yoga, Holistic therapies - Maintaining
Work-life Balance: Importance of work-life balance: Changing social scene, Changing work culture,
Increased work time, Dual income families; Benefits of work-life balance: Steps to achieve work-life
balance - Spirituality and Stress Management - What is spirituality? - Importance of spirituality at
workplace: Introducing spirituality at workplace
UNIT 23 - TIME MANAGEMENT
Importance of Time Management - Analysis of Time: Time logs; Time wasters; Internal time wasters –
Personal disorientation, Procrastination, Excessive socialization, Poor communication, Inefficiency;
External time wasters - Excessive number of meetings, Interruptions, Excessive usage of internet - Time
abusers: The preemptive/proactive; The propel pleaser/YES man; The perfectionist/the analyzer -
Planning Time and Resources: Need for planning time; Components of a plan – Time factor, Rewards,
Group tasks; Types of planning; Strategies for planning time - Setting Goals and Objectives: Advantages
of goal setting, Setting goals - Planning to Achieve Goals: Scheduling; Process of scheduling:
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Delegating, Process of delegating; Controlling time wasters: Biological clock, Prioritize, Spiritual
planning, Accessibility, Divide time.
UNIT 24 - CREATIVITY IN MANAGEMENT
Defining Creativity: Innovation and creativity, Nature of innovation, Science of creativity, Creative
personality: Components of creativity – Fluency component, Flexibility component, Originality
component, Orientation component, Intellectual ability, Knowledge, Confidence, Stages of creativity:
Exploring, Inventing, Selecting, Implementing, Creativity in organizations - Importance of Being
Creative, Barriers to creative thinking: Fear, Anxiety, Pessimism, Stress, Environment - Developing
Creativity: Developing creative work environment, Developing creativity in teams; Creative teams -
Enhancing Creativity: Techniques of creativity, Popular Techniques to Enhance Creativity,
Brainstorming, Checklist technique, Attribute changing or listing technique, Morphological analysis,
Synaptic, delphi technique, Six thinking hats, Mind mapping, Lateral thinking, Guided visualization -
Stimulating creativity in organizations, Reverse brain-storming, Creative overloading, Creative
benchmarking, Parallel groups, Creative thinking network, Stakeholders‟ council, Creative scenario
building, Entrepreneurship, Kaizen, Creativity training, Exnovation
UNIT 25 - EMOTIONAL INTELLIGENCE IN MANAGEMENT
The Nature of Emotional Intelligence - Evolution of Emotional Intelligence - components of Emotional

Intelligence - Analyzing the Impact of Emotions at the Workplace: Negative emotions at workplace-
Inadequate team effort, Poor working conditions, Employees unsuitable for the job, Constant fear of
change, Repeated changes in organizational structure, Very high or low levels of stress, Lack of trust in
top management decisions, Lack of job security, lack of appreciation for good work, etc., Inter
departmental conflicts, Poor career growth opportunities, Poor supervision, Consequences of negative
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emotions at workplace, Positive emotions at workplace, Managing emotions at workplace - Application
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of Emotional Intelligence at the Workplace: Emotional intelligence and career development, Emotional
intelligence and leadership, Emotional intelligence and team building - Emotional Intelligence in Indian
Organizations - Improving Emotional Intelligence: Characteristic feature of people with high IQ or EQ,
Difference between learning emotional intelligence and cognition, Requirements for emotional
intelligence training in organizations, Guidelines for emotional intelligence training in organizations:
Stage one: preparation, Stage two: training, Stage three: application, Stage four: evaluation
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UNIT 26- INTERPERSONAL SKILLS
Introduction to Interpersonal Skills: Qualities – Ability to treat others in the organization with respect,
Readiness to share knowledge with others, Willingness to train others in the organization, Good
negotiation skills, Conflict-resolving skills, Readiness to accept feedback, Ability to learn from mistakes,
Being accountable for his/her actions, Ability to align with team goals and personal goals, Ability to
influence others positively: Essential interpersonal competencies for managers, Self-awareness, Control,
Motivation, Acknowledging the interests of subordinates, Communication skills - Developing
Interpersonal Skills: Developing assertiveness, Accepting responsibility, Managing conflicts, Avoiding, ,
Accommodating, Competing, Collaborating, Compromising; Factors hampering interpersonal
interactions: Poor listening, Emotional arousal, Lack of time, Difference in objectives - Transactional
Analysis: Ego states, Parent, Child, Adult; Indicators of ego states – Words, Voice, Gestures, Posture,
Outlook; Types of transactions; Complementary transactions; Crossed transactions; Ulterior transactions;
Strokes, Games, The life positions - Transactional Analysis and Managerial Effectiveness, Transactional
analysis and interpersonal communication, Transactional analysis and motivation, Transactional analysis
: and leadership, Autocratic, Benevolent/Autocratic, Consultative, Participative, Democratic, Free-reign
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UNIT 27 - LEADERSHIP AND CHANGE MANAGEMENT SKILLS
Leadership Skills: Developing leadership skills, Visioning skills, Leadership vision in practice;
Persuasion skills: Skeptics, Persuading skeptics, Charismatics, Persuading charismatics, Followers,
Persuading followers, Controllers, Persuading controllers, Thinkers, Persuading thinkers; Motivational
skills, General methods of motivation – Desire to be great, Communication skills, Sharing the burden of
risk, Motivating by caring, Motivating by setting difficult goals, Motivating people at different levels,
Motivating frontline staff, Motivating in times of crisis; Conflict resolution skills, Conflict need not
always be avoided, Leadership tactics, Relationships beyond the chain of command, Relations with
subordinates, Relations with superiors, Change Management Skills, Direction setting skills, Factors
resisting change, Individual resistance to change, Organizational resistance to change, Skills to
implement and communicate change, Communicating the benefits of change, Countering the arguments
productivity, Leader as a change agent - Crisis Management Skills, Crisis defined, Types of crises,
Sudden crisis, Smoldering crisis, Preventing a crisis, Plan for a crisis, Formulating strategies for dealing
with a crisis, Having written plans, Establishing clear chains of command, Identifying a crisis, Resolving
the crisis, Communication in crisis management, External communication, Internal communication, Risk
management, Decision-making under risk, Managing risk
UNIT 28 MULTI-CULTURAL COMMUNICATION SKILLS
Understanding Different Cultures: Power distance, Masculinity Vs Feminity, Uncertainty avoidance,

Individualism Vs Collection, Long-term orientation - Need for Multi-cultural Communication Skills:
Non-verbal communication, Kinesics, Proxemics, Appearance, Posture, Eye contact, Paralanguage,
Symbolism - Being Sensitive to Different Cultures while Communicating - Common Mistakes
Committed in Cross-cultural Communication: Selecting a topic of conversation , Silence during a
conversation, Interruption during conversation, Humor in conversation, Structure of the message -
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Enhancing Multi-cultural of Communication Skills: Objective, Style of communication, Integrity,
Message, Language barriers - Cultural Fluency: Developing cultural fluency, Acknowledging cultural
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diversity, Organizing information according to stereotypes, Asking questions to challenge stereotypes,
Analyzing communication episodes, Generating fluent messages from other cultures
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CONTENTS
Multiple Choice Questions
Unit 1: Fundamentals of Communication 11

Unit 2: Nonverbal Communication 15
Unit 3: Listening 15
Unit 4: Interpersonal Skills 18
Unit 5: Negotiations 18
Unit 6: Interviewing 21
Unit 7: Group Communication 23
Unit 8: Making Presentations – Getting started 28
Unit 9: Organizing and presenting the speech 28
Unit 10: Letter writing: Writing about the routine and the pleasant 34
Unit 11: Writing about the unpleasant 34
Unit 12: Writing to persuade 34
Unit 13: Communication for Employment - Résumé 40
Unit 14: Communication for Employment – Application Letter 42
Unit 15: Writing effective Memos
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Unit 16: Structure and Layout of letters 46
Unit 17: The Framework of a Report 48
Unit 18: Writing a Report 48
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Unit 19: Managing data and using Graphics 48

Unit 20: Review of writing skills 51
Unit 21: Managerial Effectiveness – A conceptual framework 54
Unit 22: Stress Management 56
Unit 23: Time Management 58
Unit 24: Creativity in management 61
Unit 25: Emotional Intelligence in Management 64
Unit 27: Leadership and Change Management Skills 70
Unit 28: Multi-cultural Communication Skills 74
Multiple Choice Answers and Explanations
Unit 1: Fundamentals of Communication 76

Unit 2: Nonverbal Communication 78
Unit 3: Listening 78
Unit 5: Negotiations 79
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Unit 6: Interviewing 80
Unit 7: Group Communication 81
Unit 8: Making Presentations – Getting started 83
Unit 9: Organizing and presenting the speech 83
Unit 10: Letter writing: Writing about the routine and the pleasant 86
Unit 11: Writing about the unpleasant 86
Unit 12: Writing to persuade 86
Unit 13: Communication for Employment - Résumé 88
Unit 14: Communication for Employment – Application Letter 89
Unit 15: Writing effective Memos 90
Unit 16: Structure and Layout of letters 91
Unit 17: The Framework of a Report 92
Unit 18: Writing a Report 92
Unit 19: Managing data and using Graphics 92
Unit 20: Review of writing skills 93
Unit 21: Managerial Effectiveness – A conceptual framework 95
Unit 22: Stress Management 96
Unit 23: Time Management 97
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Unit 24: Creativity in management 98
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Unit 25: Emotional Intelligence in Management 99
Unit 27: Leadership and Change Management Skills 102
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Unit 28: Multi-cultural Communication Skills 103
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MULTIPLE CHOICE QUESTIONS
UNIT 1: FUNDAMENTALS OF COMMUNICATION
1. Rohan was employed in the sales and marketing area of the company. The company over a
period of time observed that he was not confident speaking to customers and sometimes fumbles
for words. He would roll his eyes while speaking and make gestures in a fashion that would
annoy the customers. He was then sent for a training program on Communication skills wherein
the instructor, Ms. Raveena has begun on some basic definitions of what communication is.
Communication, per se is an:
a. Activity which includes Verbal and nonverbal behavior
b. Activity which includes Oral and written communication
c. Activity of conveying meaningful information between two or more participants
d. Activity which defines behavior and conveys information through gestures, speech
and -writings
e. Activity which includes contextual speech that can employ technology
2. Rohan is told that there are many elements in the communication process and Ms. Raveena
helps him to identify the elements of the communication process. They are
a. Sender , receiver, telephone, status, message, interference, feedback
b. Sender, receiver, channel, message, interference, feedback, context
c. Sender, technology, message, receiver, context, feedback, interference
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d. Sender, channel, message, feelings, perception, receiver, feedback
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e. Sender, receiver, information, channel, context, barriers, feedback
3. Ms. Raveena through a series of activities and videos tries to elucidate ______, ________; the
two broad types of communication that is employed by professionals.
a. Oral and written communication
b. Verbal and nonverbal communication
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c. Verbal and written communication

d. Oral and nonverbal communication
e. None of the above
4. Ms. Raveena informs that, In any organization, the employees are involved more than half their
time in oral communications which may be:
a. Reports, letters, emails, meetings
b. Meetings, face-to-face interactions, conferences, reports
c. Reports, meetings, memos, presentations
d. Meetings, face-to-face interactions, presentations, conferences
e. Both b & d
5. Ms. Raveena states that, “Today‟s multi-national corporation professionals concentrate on the
effectiveness of communication during delivery; laying emphasis on correctness and
concreteness of the message, having consistency and credibility. By following the 7C‟s concept
of communication”. Which one among the list below does not belong to the 7C‟s of effective
communication :
a. Concise b. Courtesy
c. Character d. Clarity
e. Concreteness
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Multiple Choice – Questions
[For questions 6 – 7]:

Praveen works as the Corporate Communications Manager in a Fortune 500 company. Recently the
company reviewed its HR Policy. His duty was to inform to the HR Managers of all the offices in the
country who then need to pass on the information to its branch employees.
6. It is important for Praveen to employee the best _________ to circulate the information
a. Technology b. Transmission
c. Broadcast d. Channel
e. Computer
7. Praveen has to brainstorm on how he has to inform the new HR Policy keeping in mind:
a. The receiver‟s preferences b. Complexity of the message
c. Significance of the message d. Depends on the comfort ability of the speaker
e. Depends on the comfort ability of the receiver
8. Harish, working in a private organization as a manager, has called for a meeting of his team
members and plans to apprise them of their performance in the previous quarter. He observes
two of his team members have not been able to complete the target and are short by 15% and
17%. Harish should effectively communicate to the non-performers by:
a. Criticizing them in front of the team b. applauding the other achievers
c. Being assertive and persuasive d. Using an aggressive tone
e. Begin in an aggressive tone and then motivate
9. Today‟s business world requires effective and efficient communication among all hierarchical
levels. Functional coordination is an important aspect to be considered when you communicate
with:
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a. Peers b. Superiors
b. Subordinates d. Share holders
c. Stake holders
10. To establish trust among its workforce and create a positive work environment, today‟s business
establishments lay more emphasis on effective business communication. Which is the factor
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not having the impact on the workforce due to ineffective communication?

a. Improved productivity b. High information availability
c. Better decision making d. Better team coordination
e. Increases grapevine
11. Reema is pursuing her PhD from a reputed university and after gathering all the data and
analyzing, prepared a report. She spent nearly 10 months on data analysis and report
preparation. She has now submitted her thesis for review and feedback to both the internal and
external guides. What is NOT true of feedback mechanism in this case:
a. Feedback to be obtained in the next two days
b. Feedback in the form of verbal, written and nonverbal
c. Feedback depends on the understanding of the message by the receiver
d. Feedback to point out the mistakes deliberately
e. Constructive feedback to improve the thesis document
12. Expendables is an organization which is modern in its approach and believes that receiving and
providing feedback is one of the ways to help the employees grow professionally and
constructive feedback was also laid down in its company policy documents. Expendables
decided that feedback at any level should be:
a. Open b. Authority only for a few
c. Transparent d. Accurate
e. Right for every employee
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Business Communication & Soft Skills: Workbook
13. Tanvi has received a hike of 10% in the salary for her performance during the previous year.
Tanvi‟s teammate Sairam is very happy for having received 15% hike along with a transfer to a
prestigious department. He incites her to fight for her rights and tries to _______ her against
the organization
a. Inform b. Instigate
C. Convince d. Request
e. Support
Mohit is demonstrating a new product „Kafe Koffee” to the members of an elite ladies club. While
demonstrating as to how easy it is to make coffee decoction of varied concentration as per the choice of
the customers, he provides them details of the wattage of the machine, how much power it consumes, the
latest technology that it works on, the programming techniques, and so on. He observes that a few of the
ladies are conversing among themselves and laughing.
14. What communication barrier did Mohit face?
a. Assumption of the speaker that the receiver can understand the message
b. The message conveyed is same as the received message
c. Change in technology distorts the message
d. Intellectual level of the receiver is the same as the speaker
e. New product features
15. How could have Mohit avoided the Communication barrier?
a. Clarity of thought and expression
b. Active listening, answering questions and obtaining feedback
c. Awareness of the audience education level
d. Deciding on the best format of communication
e. Not confusing the receivers of technology
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16. The ladies tried to comprehend the demonstration when Mohit was preparing the coffee
decoction but later their interaction levels decreased and internal talking disturbed Mohit in his
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presentation. Hence filters can arise:
a. In the mind of the listener
b. In the mind of the speaker
c. In the channel of communication
d. Both in the mind of the listener and speaker
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e. Only c
17. Mohit could see that the ladies were losing their interest in the product. For Mohit to attain the
attention of his target group and persuade them to buy the product he has to be:
a. Accurate in his message delivery
b. Communicate in an understandable manner
c. Obtain desired action from the receiver
d. All the above
18. While giving a speech to a heterogeneous audience, what care should Mohit take
immediately?
a. Use simple language and explain with examples
b. Use a lot of jargons and technicalities of the product
c. Use visual aids to explain them the technology the product has
d. Target only a small section of the audience
e. Explain only to a homogenous group
19. Mohit realizes that he has to build good-will with his customers. He has to change the way he
approaches the audience, since their recommendation to other Ladies clubs could enhance his
sales. While communication as a customer relationship manager Mohit should mainly focus on,
EXCEPT:
a. Bias-free language b. Hidden negatives
c. The „You‟ attitude d. Positive emphasis
d. Simplifying complex messages
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UNIT 2: NONVERBAL COMMUNICATION

UNIT 3: LISTENING
Narender is a good speaker who can handle presentations with ease. His nonverbal language adds to the
meaning and value to the discussion and makes the audience connect to him easily.
20 What does the word ‟Non Verbal language‟ mean?

a. Body language
b. Facial expressions, gestures and postures
c. No verbal language
d. Pauses and modulation
e. Sending and receiving wordless cues from people
21. Narender‟s verbal and nonverbal messages happened concurrently and the audience felt
a. The message conveyed was complete
b. The message was conveyed more through his nonverbal movements
c. The message was understood because of his knowledge of the topic
d. Verbal messages were mostly credible than nonverbal messages
e. Pace, pause, emphasis supported his message delivery
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Piyush is going to address a bunch of teenagers at a local NGO as part of the Environment week. He
decides to include stories and facts of the earth and make it interesting for the audience.
22. To impress the young audience Piyush should mainly focus his speech on:
a. Facial expression b. Logical flow of thought
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c. Contextual expression d. „why‟ to address and „when‟ to address

e. „how‟ to express than „what‟ to express
23. Piyush concentrates on the four characteristics of paralanguage while delivering the speech.
Which one of the below is NOT a characteristic of „paralanguage‟?
a. Body language b. Tone of voice
c. Pitch of Voice d. Tempo
e. Fillers
24. While Piyush is delivering the speech to the teenagers, he assesses their interest through their
body language. He intern becomes enthusiastic and gets involved with his audience.
Unexpectedly, a teenager signals to him and paraphrases what he has listened. Which type of
listening does this denote?
a. Passive listening b. Evaluative listening
c. Active listening d. Reflective listening
e. Analytical listening
25. Ram, an MBA student from a reputed B-school, received a job offer of a „Researcher‟ through
campus placement at „Analytics‟, a renowned market research company. As part of his first
assignment, his manager, Shyam assigns him to conduct a „Customer satisfaction survey‟ of a
brand of automobiles for three months. At the end of the survey, he prepares a report and
submits it to his manager. His manager becomes pleased with the quality of report presented
and asks him to present his report the next day in front of an esteemed panel. Ram prepares his
presentation with extreme care and rehearses it thoroughly. He intends to impress his manager.
While Ram is presenting the slide on „Recommendations‟, Shyam interrupts him and asks him
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to explain the slide elaborately. Which is the type of listening that Shyam is employing at this
moment?
a. Response listening b. Reflective listening
c. Tactical listening d. Evaluative listening
e. Passive listening
26. Geeta is recently recruited by Citizens Union Bank as a Probationary Officer and has to attend a
3-day training workshop on SME banking. The workshop consists of several lectures by experts
which would aid Geeta to perform her job effectively. Geeta wants to learn as much as possible
from this workshop. An industry expert is delivering the lecture on „Customer Relationship
Management‟ in banks. Geeta is paying full attention to the speaker, but not displaying any
nonverbal cues. How can the speaker assume that Geeta is actively listening?
a. The listener is not asking any questions and can be thought of not receiving the
complete message
b. The listener tries to exhibit some non-verbal cues without her knowledge while
paying attention to the speaker which the speaker can evaluate
c. The listener is not showing any body movements so that it may distract the speaker
d. The listener tries to concentrate on the speech rather being worried about
nonverbal cues
e. The listener has come to the workshop to develop her skills and it is required to
actively listen
27. Panacea Corporate Services is conducting a recruitment drive to hire six HR Managers to its
four new branches in Karnataka. It has visited one of the reputed colleges in Bangalore. 400
applicants have applied for the job. After several rounds of the interview process, 15 were
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shortlisted for the final personal interview round scheduled at 7 pm on the same day. The
interviewers were stressed out and planned to complete the process in two hours. The candidate
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facing the interview should observe the panel and understand if they are not paying attention to
his answers. Which nonverbal cues help the candidate to assess the panel‟s disinterest?
a. Maintaining eye contact with the candidate
b. Nodding their head to the answers of the candidate
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c. Fiddling with objects or moving around

d. Leaning slightly towards the candidate
e. Writing specific observations of the candidate
28. Seema and Ravi were classmates in their post-graduation and were employed in „Clickmart‟, an
online marketing company having offices in 3 continents, as Marketing Executives. Both had
worked very hard as a team to redesign the web pages, prepare suitable content and had
increased the web traffic by nearly 7% in their one year of service. Ravi was hopeful of at least
30% hike in his salary. The HR committee was in the process of performance appraisal and Ravi
had received a mail from the committee. Ravi entered Seema‟s workstation in a huff and said, “I
have been working on this project day and night and even sacrificed my weekends. The last six
months, I have been multi-tasking and the results are there for everyone to see. Is this what I
deserve after a year of hard work and so many sales?” What kind of listening is Seema
employing in this case?
a. Critical listening b. Empathetic listening
c. Content listening d. Evaluative listening
e. Active listening
29. Gowri was talking to her friend on the telephone in her workstation. After a few minutes, she
could sense that Sushant was trying to listen to her conversation. Gowri is upset as it is a
violation of ____________ space
a. Personal b. Official
c. Psychological d. Environmental
e. Professional
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30. Naveen, a Marketing Manager of a manufacturing company, has a German client visiting him
this morning at 11 am. He has scheduled a meeting consisting of 5 members at the Conference
Hall. Every 15 minutes a team member walks in and excuses for the delay. Naveen, himself is
stuck in a traffic jam at Hudson circle and reaches the office only by 12 noon and says “You
know, the traffic in this part of Bangalore is horrible, especially during peak hours.” What does
the German feel; which time orientation does this best characterize?
a. Poly-chronic time culture b. Mono-chronic time culture
c. Di-chronic time culture d. Chromatics time culture
e. Chronic time culture
31. Sneha worked as a physiotherapist, but after 2 years, she realized that she was not growing in
her career. She decides to do an MBA in finance. Initially she faced difficulty in subjects like
financial accounting, quantitative techniques, and financial management because of her science
background, but with her grit, hard work and determination she is on the verge of completing
her MBA. Deloitte personnel have come for campus placement and she is appearing for the
personal interview. The interviewer is standing, leaning on to the table and peering at her
asking very tough questions. What does he observe from her body language that makes him feel
she is confident?
a. Slouching b. Jittery voice
c. Looking at her writing pad while answering d. Shaking hands and legs
e. Resting her back and sitting comfortably
32. Rahul works in a software firm as a Public Relations Manager in Hyderabad and had an
appointment with the Manager of the British firm „Softronics‟ in their London office at 4 pm on
Friday. He had prepared his project proposal with extreme care and had proofread many times
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to eliminate any errors. He was very confident that he could obtain the deal which was very
crucial for him at this point of his career. He had chosen Friday dressing, groomed himself well,
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carried multiple copies of the documents neatly filed and reached the venue as per schedule.
The meeting went through but he could feel the cold response of the Manager and could sense
something wrong. What do you think was wrong with Rahul?
a. Kinesics b. Proxemics
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c. Chromatics d. Chronemics
e. Haptics
33. FIFA 2014 has enticed people of all nations to converge at Brazil. When USA played with
Ghana the American spectators were holding their index and middle finger in the shape of a “V”
sign which means victory. V sign in France means “worthless” or “Zero”. In Japan, V sign
denotes money. But these gestures are understood by public at large and have a huge impact on
our communication. These signs come under:
a. Emblems b. Adaptors
c. Illustrators d. Regulators
e. Affective displays
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UNIT 4: INTERPERSONAL SKILLS
UNIT 5: NEGOTIATIONS
34. Kaushik worked in an FMCG company as a Retail Manager for the past one year and had an
exemplary performance. He was awarded Employee of the Quarter two times and was expecting
a growth in his career ladder. He was having his lunch when one of his teammates asked him to
check his mail for some important information. Leaving his lunch half way through, he went
and checked his mail. The company had organized a dinner at a 5-star hotel to employees who
had performed well in the past financial year and he was one of them. He enters the venue to see
the top management already present there. He was surprised when the Global Head –
Marketing division shakes hand with him and pats him on his shoulder. What message did
Kaushik interpret from this gesture?
a. Intimacy and close relationship b. Appreciation and support
c. Superiority d. Sincerity and concern
e. Self-important and aloof
35. Sireesh works for an IT company as a Software Engineer. His wife, Shagun is employed as a
journalist. They have a daughter, Shivani who goes to kindergarten. Every day it is Sireesh‟s
responsibility to drop Shivani to school, Shagun to her office and then reach his office. Off late,
he is reaching his office late by 15 to 20 minutes. Today his Manager is standing near Sireesh‟s
cabin and says, ”I have been covering up for your late coming with the Regional Manager,
whenever he calls for an early morning briefing and you have crossed the limit. “The Manager
is:
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a. Exhibiting his superiority b. Showing Empathy
c. Criticizing him d. admonishing him
e. Using Descriptive “I” language
36. Cuboid, is an infrastructure company which has recently signed an agreement with Buoyant
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Drinks to build their cool-drink factory premises in Nagpur. Cuboid believes in maintaining
positive relationships with all its stakeholders. The HR policy reiterates that each employee is
significantly worthy, treated with respect and can carve his own identity. Abhiram, a Research
Associate of Cuboid was assigned the responsibility of conducting a survey of the land and
other amenities near the outskirts of Nagpur and to present his report on the feasibility of the
establishment of the factory. He prepares a well-researched report and presents it before the
panel consisting of the parent company and the clients. Which response of the panel do you
think shows their open-mindedness in their approach?
a. I think you should have made the report the way I wanted it, not the way you want to
b. Your report here suggests that among the three possible locations, the second is more
feasible, could you elaborate on the second once again?
c. We cannot come to a conclusion on which is the suitable one. You need to work hard
d. You should have surveyed the availability of water and raw material in much more
detail. I think your suggestion is stupid
e. The survey and report has no clarity, taking a decision on this report is risky
Rajani was a brilliant student in her school days and always obtained the praise of her teachers. She was
hardworking, meticulous in her tasks and was detail-oriented. She joined an IT company as an IT trainee
engineer and her boss, Shalini was very appreciative of her work. Shalini would motivate her team to
brainstorm, think of new ideas, and would insist on performing with zeal and passion. Rajani was so
influenced by her that she would sometimes work till late in the nights and during weekends. Rajani‟s
progress and initiative was appreciated by the management and she was posted to another project.
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Initially Rajani was enthusiastic but a few months later, she could feel that her energy levels had
decreased and that reflected in her performance. She was upset with the office environment and
sometimes willed to stay at home without any reason.
37. What could be the reason for Ragini to be upset?

a. Her Manager disapproved ideas and suggestions
b. She had lost interest in the new project
c. She had to learn new technical skills
d. She felt stressful, her body and mind did not cooperate
e. Her Manager dictated the way he wanted
38. Rajani should try hard to come out of this situation as she was a career-oriented girl and wanted
to grow and progress in her career in a fast pace. How should she face this conflict in her life?
a. By competing b. By accommodating
c. By collaborating d. By compromising
e. By avoiding
39. Shakeel runs a travel agency „Holidays‟ and has been successful in gaining a good clientele in
Sadashivnagar. He is now interested in opening a new branch in Indiranagar and requires some
furniture for the new office. He contacts Brand Furniture for their quotation. Bala, the Sales
Manager promptly sends him the quotation and a brochure of their products. He observes that
the cost of the products is quite high. Bala, in the meanwhile, calls him and wishes to fix an
appointment with him. Shakeel has also obtained quotations from other furniture shops. What
approach of negotiation would Shakeel like to follow?
a. Lose – Lose
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b. Win – Win
b. Bargain d. Compromise
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e. Collaborate
40. Kishan is the Branch Manager of the Government Grameena bank at Ramanagaram for 8 years
and sees an advertisement of a private bank wanting to start its rural operations and inviting
applications for the position of Branch Manager. After a month or so, Kishan is called for a
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personal interview at their State Head Office. Kishan attends a few rounds of interview and
they offer Kishan a hike of 10% on his CTC while Kishan expresses he is expecting at least 20 –
25% hike as the work load and responsibilities are more. What negotiation tactics should the
private bank personnel employ as Kishan is a suitable candidate?
a. Compromise on the salary with a hike of 20%
b. Lessen his responsibilities and employ an assistant for him
c. Compromise for a hike of 12%, with performance based incentives and benefits
d. Promise him the hike after his first year performance review
e. Hire a fresher with low salary and train him
41. Bhaskar is a dealer of Star Bikes and has sold over 20000 bikes of their X-lent brand exclusively
manufactured for ladies. He has received a mail from the Management of Star Bikes that the
welding in the handle bar is faulty and to recall the bikes sold after May 2014. Bhaskar has to
personally call the customers and inform them of X-lent Recharge Campaign wherein the faulty
handle will be repaired and also a free service of the bike would be done with no extra cost to
the customer. What tactics can the dealer employ while negotiating with the customers?
a. State the problems faced while manufacturing and overpower the customer
b. Defend the organization and get into a „give-and-take‟ mode
c. Ignore the mail and inconvenience caused to the customer
d. Offer free petrol worth Rs. 500 and a helmet for first 1000 customers
e. Win the confidence of the customer and be transparent about the benefits the customer
is going to receive
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42. Sumanth is working for a publishing house as the Sales Head and has a team of six Sales
executives under him. He observes that Karanth is doing extremely well in his job, but when it
comes to completing the office formalities like reporting his sales, arriving on time for weekly
briefings, he sounds arrogant and also behaves bossy with his fellow teammates, sometimes
even taunting them for not being successful. Sumanth observes him for some time and decides
to talk to him. Choose the best approach that Sumanth should employ in this case:
a. Be aggressive and reprimand him for his misbehavior
b. List out the issues at hand, be assertive of what expectations are from the team
c. Warn him and inform him about the repercussions
d. Be lenient with him and give him another chance
e. Make fun of his shortcomings in front of his team mates
43. Avni is working for Silkpro, a cosmetics manufacturing company as an HR manager in
Chennai. She recently got married to an entrepreneur in Delhi and requests for a transfer to the
Head Office. To get her request sanctioned, which of the following skills will increase her
prospects?
a. Conversation and negotiation skills b. Aggressive communication
c. Logical communication d. Emotional communication
e. Ability to demand and dominate
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UNIT 6: INTERVIEWING
44. Arundhati Foods manufactures biscuits and has been in the business for the past 6 years. They
have gained a market share of about 9% and some of their products have made a name in the
market. Recently, the company is facing labor issues and the production department is under
lockout for more than a week. The management had discussions with the union and figured out
the problems faced by the workers. The management decided and instructed the HR department
to identify a Counselor to deal and solve the problems of the workers. Each individual worker
can approach the Counselor with his problems and expect solutions. What interpersonal
communication does this come under?
a. Disciplinary interview b. Persuasive interview
c. Appraisal interview d. Behavioral interview
e. Counseling interview
Karthik is in the third semester of his MBA and has secured 7.5 CGPA till his second semester. Campus
placement interviews are in the offing and Karthik had applied for Global Data Services for the position
of Analyst. The job required good analytical and numerical skills, attention to detail and problem
solving skills. Karthik researched and prepared a cover letter and résumé and submitted to the placement
department. He cleared the aptitude test, group discussion, and technical round with ease. The last
round of interview „personal interview‟ began with a panel of three members. The questions were like
this:
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i. Tell me something about yourself
ii. Why does the „Analyst‟ profile interest you?
iii. How do you see yourself in the next five years?
iv. Tell us something about your achievements?
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45. How do the interviewers want to employ the information provided by the candidate?
a. Explore the potential of the candidate in various areas
b. Provide an opportunity to the candidate to reveal his emotional feelings with
intelligence
c. Elicit precise data as written in his cover letter and résumé
d. All of the above
e. Both b & c
46. Karthik also faced some questions as given below. Which question did the panel ask to decide
his attitude and behavior towards work?
a. If you were asked to work for extended hours and during weekends, would you?
b. Do you understand politics?
c. Are you knowledgeable of our recent merger with a Netherlands company?
d. Were you able to convince teenagers to donate blood?
e. Did you fare bad in your 12th Mathematics paper?
f.
Praneeth had applied for the Sales Executive position at Electrix, a retail store dealing with consumer
durables and was called for a personal interview at 10 am on Saturday. He had about two years of
parttime experience in his family business which deals with electric appliances like fans, geysers,
switches, etc.
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47. How should Praneeth prepare for the interview?

a. Dress informally since it is a Saturday
b. Research about the company
c. Provide documents later, if asked for
d. Reach at 10:30 am due to traffic snarls
e. Carry brochures of the products that he sells in his family business
48. The interviewer at Electrix poses some questions to Praneeth during the course of the interview.
Which question should Praneeth not answer and why?
a. What experience do you have in handling customers?
b. What were the responsibilities you handled in your family business?
c. You have only 60% in your graduation. Why so?
d. Which religion do you belong to?
e. Why should we hire you?
49. Tanuj is the Project Director in a KPO industry. He has received a mail to consolidate the
ratings of 4 Managers and their teams. He needs to critically analyze and give ratings to the best
team and also identify the best performer. As per the mandate, one of the team members in each
team will receive the lowest grading for whom the consequences might be severe. He/ She may
be fired from the company. Tanuj expects chaos within the department and decides to call the
Managers for an individual discussion to think of the modalities of awarding the ratings. This
kind of interaction comes under:
a. Psychological interview b. Stress interview
c. Performance Appraisal interview d. Situational interview
e. Screening interview
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UNIT 7: GROUP COMMUNICATION
50. Paper Mache is a paper manufacturing company located in Orissa. They are involved in raw
material procurement, conversion of raw material into finished goods and supply of goods into
the market. The various functions that happen in tandem are purchasing, marketing, HR,
finance, production and operations, technical, supply chain and logistics, maintenance, to name
a few. Teamwork is an essential component in industries and group performance surpass
individual work. What is the type of team that includes inter-department communication at
Paper Mache in this case?
a. Informal team b. Operations team
c. Production team d. Cross-functional team
e. Sales and marketing team
Sirish is selected as an intern in Siti bank for their financial products and services division for three
months. His job is to sell mutual funds. He is placed in a team consisting of Gaurav, Kiran, and
Saurabh who belong to Rockford B-School. In the initial two weeks, everything went fine as the team
was undergoing training and had to clear the Association of Mutual Funds of India (AMFI) examination.
Teamwork helped to gain and exchange information and all four could clear the examination. The team
was then sent to the field and productivity decreased within the next two weeks.
51. What factors in-group communications led to fall in productivity?

a. Group size b. Longevity of the group
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c. Perception and self-concept d. Lack of Leadership
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e. Status among group members
52. Several factors lead to group dynamics and groups work together to accomplish some objective.
Communication among team members is vital in completing the tasks. What group
maintenance roles, do you think did not happen, leading to conflicts in the above-mentioned
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team consisting of Sirish, Gaurav, Kiran and Saurabh, when they went to the field to contact
probable customers?
a. Encouraging b. Withdrawing
c. Harmonizing d. Compromising
e. Only c & d
53. Kavita runs a Self-Help group center employing women and helping them to earn their
livelihood. The company‟s products like papad, pickles, bamboo chairs, coir bags, paintings,
embroidered cloth and accessories have a niche market. Kavita is busy all the time participating
in exhibitions, festival-sale counters and sometimes in multi-brand retail outlets. She has
appointed Srushti as her assistant who takes care of the day-to-day operations. Srushti observes
that the company has a good number of young mothers who have small babies to take care.
These young women have to take small breaks in between their jobs either to care of their ill
babies or to feed them. Srushti decides to solve the problem of these young women and also to
increase their productivity. Which group decision-making process best suits for this situation?
a. Reflective thinking b. Orientation, Conflict, Emergence and Reinforcement
c. Brainstorming d. Nominal group technique
e. Any of a, c & d
54. Amaan works in Softpro, an IT company as a Trainee Engineer. He completed his engineering
in Computer Science from Mumbai University and got campus placement at Softpro. After
completing around two years, he has been promoted as Team Leader and handles a team of 10
software engineers working across borders. Every Monday afternoon, there is a team briefing
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through video conference discussing the issues at hand. The major challenge faced by Amaan
in effectively communicating to the entire group is:
a. Task-oriented member‟s b. Self-oriented members
c. Team-oriented member‟s d. Culture differences
e. Answers a, b & c
55. Shivram passed his MBA from a college in Chennai and obtained a job in Delhi as a Sales
Manager with a lucrative salary package at Aqua Regia Water Bottling Company. He was
conversant with two languages: Tamil and English but to his astonishment all his team members
either knew Hindi or Punjabi and most of the time communicated only in those two languages
much to the discomfiture of Shivram. Shivram tried hard to develop a good relationship with
the team. He could also understand that there were regional differences within the
Hindi/Punjabi speaking members as well. What reasons led to team failure in this case?
a. Absence of positive team bonding b. Poor communication within the team
c. The issue of baggage d. Both a & b
e. Both a & c
Keerthi, Jaya and Pramod joined Metastatix, a market research organization as Research Associates after
several rounds of interviews conducted across India. They were given an assignment to conduct a survey
on the selection of apps by smart phone customers. This involved a lot of research on the knowledge of
apps, benefits to the customers, and the cost of the apps and so on. The team diligently prepared a
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questionnaire and conducted the survey for a sample of 1000 across three cities. They analyzed the
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survey using modern methods of data analysis which they learnt after attending a workshop during
weekends. They prepared the report of the study and presented it to their supervisor, Mr. Madan. Madan
was not happy with the way the analysis was done as he knew only the traditional way of analysis. He
strongly instructed them that he cannot consider the report and forced them to follow the way he wanted
to. Being new to the organization, all the three decide to follow as the supervisor said.
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56. What challenges are the new recruits facing while working in the team?
a. Groupthink b. Baggage
c. Blockers d. Knowledge of traditional means
e. Status
57. In the above case, what challenges do you think is Mr. Madan, the supervisor facing with a new
set of young eager, enthusiastic, and knowledgeable team members?
a. Poor learning capabilities b. Baggage of experience
c. Blockers d. Groupthink
e. Answers a, b and c
[For questions 58 -59]:
After every project is done and approved by the senior authorities, Promax IT Solutions allows the teams
to have a one day outing or get together by sanctioning an amount of Rs. 5000/- for the same. The team
members along with their Team Manager, Mr Harsh Singh sit for a discussion. A few members suggest
to go to a movie and lunch at the newly opened mall, a few suggest to visit a resort in the outskirts of the
city, another suggests that they should only book for a „pure vegetarian‟ restaurant. Lata makes it clear
that she cannot be away after 7 pm as she has to pick up her daughter from the crèche and would not like
to participate in the outing.
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58. What strategies would Mr. Harsh Singh employ to resolve this conflict?
a. Collaborating b. Competing
c. Compromising d. Accommodating
e. Avoiding
59. What conflict resolution is Lata employing in the above case?
a. Collaborating b. Competing
c. Compromising d. Accommodating
e. Avoiding
Rajkiran takes over as the Senior Manager of a well- known MNC. He has been in this job for the past
one month and observes that in a particular project, the team has been reduced to half in the last six
months. He looks at the profiles of the persons who have left and understands that they were working for
the company for more than 4 years. He conducts further investigations and learns that there was no
positive bonding between the Manager in-charge, Sukriti, an MBA from IIM and the team. The Manager
was newly appointed just 6 months ago and since then there has been an exodus of employees.
60. What will Rajkiran instruct Sukriti regarding Superior-Subordinate relationship building?
a. Praise achievements in public but criticize them in private, help in positive team
bonding
b. Personally identify problems within the team and solve their issues
c. Bring in politics within the team and try to find a few favorite team players
d. Both a & b
e. Both b & c
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61. What factors in-group communication should Sukriti, the Manager keep in mind to develop a
healthy relationship between Superior – Subordinate in the above case?
a. Size of the group b. Longevity of the group
c. Leadership and Status d. Perception and Self Concept
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e. All of the above

62. Rajkiran also learns that some more team members in the above-mentioned team are looking out
for jobs and may soon leave the company. What would he suggest to those team members?
a. Take time to understand the Manager, be professional and work as desired by her,
taking care of the deadlines
b. Argue with the Manager and say that you have been in this company for 4 years and
can understand and handle the project better
c. Delay in informing the work progress to her as they think she doesn‟t know about the
project
d. The less the communication with her the better, hence report to your Manager‟s
superior and keep her away from the loop
e. Resign from this company and search for a better job
63. Rita works for Chroma-tone Paints Company and is heading the Training and Development
Department. There are 10 professionals working under her. Through grapevine, Rita hears that
the department may be scrapped as it is proving to be expensive. She also comes to know that it
may be outsourced to some small company as per need and bring down the budget of the
training unit. But as the Head, she knows the amount of contribution provided by her team that
has helped in improving the efficiency of the sales people and thereby increase the revenue
generation for the company. How does Rita plan to resolve the conflict?
a. Avoiding b. Competing
c. Compromising d. Collaborating
e. Accommodating
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64. Shiksha works as the Marketing Head of Hertiage Products. The company has a chain of desi
stores dealing with furnishing, clothing, accessories, jute bags and mats, recycled paper, honey
in all the metros in the country and want to establish stores abroad also. Shiksha is sent to
London for a month as part of the Incredible India campaign which highlights Indian culture and
desi products on company expenditure. She tries to promote her services through kiosks,
exhibitions, fashion shows and so on. During weekends she visits the Big Ben, Trafalgar
Square, Madam Tussauds museum and posts the pictures on Facebook. She takes care to buy
small mementoes to her team also. When she comes back to her office she overhears from her
colleagues that she was very lucky to have gone abroad and has been utilizing office money in
enjoying the trip. How does she resolve this conflict?
a. Compromise b. Compete
c. Accommodate d. Avoid
e. Confront
Ceraglass, a ceramics and cutlery manufacturing company from Bhopal has been doing very well in the
market. Their Purple Daisy collection and Pink Blossom collection has been appreciated widely.
Several articles in interior decoration magazines have also mentioned the designer crockery sets that are
available at affordable prices. This prompted the company to sell its products online. Due to the huge
response and growing sales, the management wants to open its retail outlets in all the metros in India.
They plan to conduct a meeting with its stakeholders.
65. What is the type of meeting that has to be planned by Ceraglass in this case?
a. Change facilitating meeting
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b. Informational meeting
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c. Problem-solving meeting d. Board meeting
e. Decision making meeting
66. Ceraglass has entrusted Neethu, personal secretary to the Chairman to plan the meeting. Neethu
understands the culture of Ceraglass well and knows she has to make arrangements keeping in
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mind; that the decisions can be taken when the meeting happens effectively; focusing on the
issue, facilitating opinions and encouraging discussions. What care should Neethu take before
calling for a meeting?
a. Identify the number and status of people who should attend
b. Prepare a Notice, mentioning the venue and time of the meeting
c. Set a clear agenda for the meeting
d. Allocate ample time for each point to be discussed
e. All of the above
Daniel, Regional Manager of an FMCG company has informed Mitha, his Secretary that he wants to
conduct a meeting of the sales executives of the region and asked her to prepare a Notice.
67. Comment on the Notice prepared by Mitha:
Today’s meeting is going to be held at 3 pm on the topic already mentioned yesterday at the coffee
room regarding sales of the new product. All are instructed to be present with the necessary data
a. Incomplete b. No clarity
c. Concise d. Both a & b
e. No problem
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68. Mitha also has enclosed the Agenda after preparing the Notice for the meeting. What are your
observations of the agenda?
Agenda:
Meeting at 3 pm
3: 05 Talk by the Manager
3:10 Discussion on New product
3:20 Customer behavior
3:30 Tea/Coffee
3:45 Data analysis
4:00 Vote of thanks by Secretary
a. No Clarity on Topics of discussion
b. Time allocated for each discussion less
c. Inaccurate on where, why is it being conducted
d. Inaccurate on who should attend the meeting
e. All of the above
69. The meeting was over with a lot of chaos and Daniel, the Manager advised Mitha to be more
careful in the future. He also assigned her to prepare the minutes of the meeting and take his
approval before forwarding to the attendees. Mitha knows that the minutes of a meeting is the
record of discussions and decisions taken for every point of agenda. What care should she take
while preparing the minutes of the meeting?
a. Mention the name of the person
b. Write in past tense
c. Be Precise
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d. Mention the decisions taken on each point on agenda
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e. All of the above
70. If there is chaos when a meeting is being held, the Chairperson can use his discretionary powers
to control by:
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a. Getting up and shouting at the persons causing disturbance

b. Raising his hand and indicating that the discussion should come to a close
c. Ring an alarm/ bell indicating them to stop
d. Steer away the discussion to another topic
e. Close the meeting abruptly
71. During the course of the meeting, the Chairperson finds there are persons who are attention
seekers and always want their point to be heard and intrude during the discussion. What
measures can the Chairperson take?
a. Be assertive and Signal them to listen to another‟s point of view
b. Confront and abuse them in front of everyone
c. Avoid them
d. Listen to their ideas first
e. Order them to maintain decorum
72. Now – a –days, many organizations conduct virtual meetings through web- conferencing
(Skype) and video conference. What care should the members take while appearing for these
meetings?
a. Have a technician ready for any technical issues
b. Be well-groomed and face the camera while speaking, speak slow and coherently
c. Forward documents/ data to all the members if they need to make preparation
d. Ensure all the attendees have the same technical equipments (both hardware and
software requirements)
e. All of the above
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UNIT 8: MAKING PRESENTATIONS – GETTING STARTED
UNIT 9: ORGANIZING AND PRESENTING THE SPEECH

Mamata owns a designer garment store, Marigold, which is known for its collection of saris, dress
materials, western wear and Indian tops. She has established her own niche clientele in her city. She is
now participating in a designer exhibition held at a 5-star hotel in Hyderabad. She is exhibiting the new
collection to her esteemed clientele, explaining the texture of the fabric, the nuances of embroidery, etc.
73. What kind of a speech is Mamata delivering?

a. Entertaining speech b. Informative speech
c. Persuasive speech d. Confrontational speech
e. Motivational speech
74. While speaking to the customers and to communicate the purpose more effectively, Mamata
needs to analyze and understand her customers. Due to her experience, she is aware of what
kind of customers come to her store. What else does she need to analyze about her customers to
design clothes as per customer demands?
a. Geographical location of the customers b. Age of the customers
c. Gender of the customer‟s d. Status level of the customers
e. Annual income of the customers
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75. Harish is a parent who has a 17-year-old son, Ganesh, who has just completed his 12 th exams.
Ganesh wants to join engineering and has applied for a few universities. Harish receives a call
from SriVani University and enquires about Ganesh‟s preferences of the branch of engineering.
They invite him for a personal meeting at the University. The Marketing department takes them
around the University and explains the benefits of taking admission there. They try to convince
Ganesh that it is the best college, by telling about the infrastructure, faculty, and placements.
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The Marketing department also informs you that they will give a discount of 25% from the
annual fees and provide additional technical certifications worth Rs. 1 lakh, if they admit
Ganesh into this college within 7 days. What is the kind of speech being employed by the
Marketing department?
a. Entertaining speech b. Informative speech
c. Persuasive speech d. Confrontational speech
e. Analytical speech
76. Rohit is in his final year of his post-graduation. During the last two semesters, the college runs
a placement-training program to all its students to prepare them for the ongoing placement
processes of different companies. The facilitator in the Training Program is conducting a JAM
session where Rohit has to pick up a topic and speak for one minute. What method of speaking
does it come under?
a. Speaking from memory b. Impromptu delivery
c. Extemporaneous delivery d. Speaking using a manuscript
e. All of the above
Manas joined as a Sales executive for one of the publishing houses and the company has recently forayed
into e-books. Manas‟s job was to give presentations about e-books to several clients and today he has an
appointment to address the students of one of the graduate colleges.
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77. What should Manas NOT DO:

a. Understand the age level and expertise of the audience and adapt his speech
b. Should carry handouts to make his presentation more effective
c. Carry the same power point presentation he used at the IT conclave the previous week
d. Arrive at least one hour early to check the technology requirements for his presentation
e. Carry Company brochures which mention information about its products
78. Manas while addressing the students should bear in mind to:
a. Use his gestures in a natural and appropriate way
b. Reflect and respond to questions
c. Speak slow and make it interesting so that the audience‟s focus is not diverted
d. Open some samples of e-books to connect to audience
e. All of the above
79. While addressing to the students of the graduate students, Manas‟s method of speech delivery
would be:
a. Extemporaneous delivery b. speaking from memory
c. Impromptu delivery d. Speaking using a manuscript
e. Reading from handouts and brochures
Sakshi is studying her MBA first year. As part of their continuous evaluation, each student has to
present on a topic for 5 minutes. Sakshi chose the topic „Cadbury chocolates‟. She took extreme care
while preparing the slides as suggested by her faculty and rehearsed on how to speak since she had never
spoken in front of an audience till then. On the day of her presentation, she started well and the audience
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was also very interested to listen on seeing the topic. But after a minute or so, the audience‟s interest
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could not be captured and they were talking among themselves.
80. What problem did Sakshi face?
a. Eye contact b. Slide preparation
c. Monotonous Tone d. Facial expression
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e. a, c and d
81. Why couldn‟t Sakshi make the audience connect to her interesting topic?
a. Lack of Confidence b. Nervousness
c. Excitement d. Loss of memory
e. Stiff body postures
82. What problems on voice delivery do the candidates face while presenting to an audience even
after enough preparation?
a. Variation of pitch b. Variation of rate of speech
c. Correct pronunciation d. fumbling for correct vocabulary
e. All of the above
83. Sounak also had to give the presentation and he chose „Samsung Mobile phones‟ as his topic.
While preparing the slides he planned it well on how to begin, what topics to cover, and the end.
He also included some pictures to explain the products of Samsung. It was an interesting topic
and could have easily scored high marks for his presentation skills. But the case was not so.
What could be the reason?
a. Pictures on the slide b. Paragraphs on the slide
c. Dark Slide background and light font d. No Animation
e. Big Font size
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84. What visual aspects of delivery did Sakshi and Sounak realize is important to obtain the
attention of the audience after getting feedback for their presentation?
a. Quality of gestures and posture b. Movements on the stage
c. Eye contact and facial expression d. Body orientation with the audience
e. All the above
85. Harsha has picked up the topic on „Critical review of an advertisement‟ for his continuous
evaluation. He is usually a dramatist and he wanted to attract the audience interest. He
downloaded video-clippings to highlight his points. What kind of a speech should Harsha focus
on?
a. Persuasive Speech b. Entertainment Speech
c. Analytical speech d. Informative Speech
e. Both c & d
86. If you have chosen the topic on „Budget 2014‟, what kind of a speech it would be?
a. Informative speech b. Entertainment speech
c. Analytical speech d. Persuasive speech
e. Impromptu speech
87. What kind of a speech delivery would you choose for the topic „Budget 2014‟?
a. Impromptu delivery b. Manuscript delivery
c. Speaking from memory d. Extemporaneous delivery
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88. To explain some facts and figures you can include graphs, and can prepare handy notes by:
a. Taking notes on A4 paper b. Taking colored cue cards
c. Carrying a note-pad d. Memorizing the numerical figures
e. Placing the figures in one corner of the slide
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89. When you are delivering a topic like „Budget 2014‟ you observe it is very difficult to engage the
audience and keep their interest levels high. What steps do you need to take?
a. Involve the audience in the discussion b. Increase your voice levels
c. Use humor d. Serve tea/coffee time to time
e. Shout at them to listen to you
In a 3-day training workshop conducted by the organization for newly inducted employees in Cochin,
through training facilitators mostly from the local sources.
90. Garima Singh could not understand the accent of one of the speakers. Should Garima
a. Let her mind wander rather than listening to the speaker
b. Imitate his accent in front of other employees
c. List the key words and assimilate the information
d. Play with her smart phone under the desk
e. Talk to her neighbor about the speaker
91. Nitin Gupta who was a participant in the training workshop was eager to learn as much as
possible as this would help him in his future projects. He has some questions to ask the speaker.
Should he ________?
a. Interrupt the speaker and put forth his questions
b. List down the questions and ask them at the end of the speech
c. Be scared of the speaker‟s position and think to try to find answers himself
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d. Wait for the break-time and then try to seek answers

e. Ask his friend sitting next to him
92. The speaker here finds some newly inducted employees yawning. What indication does the
speaker understand from the above case?
a. Employees are tired after their long journey
b. It is time for their afternoon nap
c. The speech is boring
d. They want to get more information from the speaker
e. They want the speaker to stop
93. What steps do they need to take immediately to gain the audience attention as it is a very
important topic for their project?
a. Relate an incident or quote examples b. Play a game or show a video clipping
c. Ask a question d. Both a and b
e. All of the above
94. Vidya Balan is being interviewed by the TV channel after she gets the Best actress Filmfare
award. This speech is an example of:
a. Impromptu speech b. Speaking from memory
c. Extemporaneous speech d. Speech based on manuscript
e. Entertainment speech
95. Karan Johar and Kapil Sharma are two anchors in the Annual Filmfare Awards function. What
kind of speech do they deliver?
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a. Extemporaneous speech b. Speech based on manuscript
c. Impromptu speech d. Both a & b
e. Speaking from memory
96. The introduction of a speech can have the following elements
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a. An anecdote, a fable, a parable b. A quotation or an analogy

c. An expert‟s opinion d. Research data
e. Any of the above
97. Conclusion of a speech can be done by:
a. Adding points which you forgot to tell them
b. Summarizing the main points
c. Telling them what you are going to tell them
d. Telling them what you wanted to tell them
e. Telling them why you wanted to tell them
Sudhir is an SIP (Summer Internship Program) intern. During the last week of SIP, he submits the report
to his faculty guide and company guide. They ask him to make a presentation for 20 minutes the next
day on the report submitted by him.
98. A presentation is preferred in organizations because:

a. Feedback is instant (through audience interaction)
b. Aids in decision making
c. Presenter can gain more visibility
d. Understanding of the report becomes easier
e. All of the above
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99. Sudhir has done a customer satisfaction survey and has a huge data of 25 questions answered by
a sample of 200 customers. What would be the best mode of presenting this data to his faculty
and company guides?
a. Showing the excel sheet containing the data
b. Plotting graphs for each question
c. Analyze the data and present only relevant points
d. Forget the data and only give recommendations
e. Answers a & b
100. While preparing his SIP report, Sudhir conducts a lot of research, learns SPSS software for
analysis of data and works on formatting the report. He then comes across a similar kind of
report on the internet. He thinks he can use some information, flow charts and pictures from
that report to make it more appealing. After final submission, his faculty guide rejects his
report and asks him to work on it again. What could be the reason?
a. Plagiarism b. incomplete data analysis
c. Report not in logical order d. Informal language
e. Lack of formatting
Sriram was an employee in the sales department at Decathlon, a sports gear manufacturing company. He
was supposed to give a presentation on the quarterly sales of his team to the Sales Director. He decided
to prepare a PPT to aid him in his speech.
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101. While making presentation, Sriram should take care to:
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a. Introduce his project with a paragraph of five lines
b. Use dark green slide design with grey font
c. Include flow charts and graphs on one slide
d. Use colorful pictures and animated gifs on his slide
e. Keep one idea per slide
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102. Sriram has to follow a logical order to present the data to the Sales Director. Sriram can select
how to present his report in one of these ways:
a. Flip charts b. Video clippings
c. Models d. Handouts
e. Audio clippings
Prakruthi Infrastructure Company is well known for constructing public buildings, schools, IT parks, etc.
Sahana was a qualified postgraduate who worked for Prakruthi Infrastructure Company as a Senior
Architect. She has been working on planning and designing the structure of a management school for a
prominent education company in a vast area of land in the city outskirts. Sahana and her team have to
give a presentation of her plan and design to their clients.
103. What steps should Sahana take before she meets her clients?
a. Prepare her plans and designs as per client requirements
b. Use the right medium to present
c. Support her ideas with solid evidence
d. Prepare on the questions that might arise
e. All of the above
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104. Sahana should choose the right visual aid/ medium to present her architectural plan and design.
Which among these is the best for this kind of a presentation?
a. Overheads b. Model
c. Video clippings d. Chalk and white boards
e. Flip charts
105. The audience in the presentation would like to clarify Sahana‟s design by posing a few
questions to her. What should Sahana do?
a. Make it clear to them that she will answer after her presentation is over
b. Say that she cannot hear the question and avoid the person
c. Paraphrase the question as an introduction to her answer and resolve the query
d. She should tell the person that she will meet him separately and answer his queries
e. Start the discussion on the question immediately with the audience
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UNIT 10: LETTER WRITING: WRITING ABOUT THE ROUTINE AND THE PLEASANT
UNIT 11: WRITING ABOUT THE UNPLEASANT
UNIT 12: WRITING TO PERSUADE
106. Abhishek wants to renew his car insurance. He tries to find out the different policies from
different general insurance companies. He writes a letter to find the best possible policy for
him. What kind of a letter is this?
a. Enquiry letter b. Claim letter
c. Purchase letter d. Order letter
e. Adjustment letter
107. The Marketing team has just received an email from their Marketing Manager, Sarah Jones.
Which kind of letter does this come under?
To: Marketing team

Subject: Annual dinner
Dear Colleagues,
As you know, we had previously arranged to conduct our Annual dinner on 3 rd August, 2014 at Hotel
Parkz. Due to unforeseen circumstances we are holding our Annual Dinner a few days thereafter; on 8 th
August 2014 at Hotel Solitaire at 7 p.m. Rooms are booked at the same venue for the night for the
employees who travel to the Head Office from other locations.
Please send me the confirmation that you will be available for the event by 5 th August, 2014.
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Looking forward to seeing you all there
Best Regards,
Sarah Jones,
Marketing Manager
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a. Sales letter b. Enquiry letter

c. Routine letter d. Information letter
e. Inconvenience letter
108. Vishal, working as a Manager in an MNC, is a frequent flyer of Tempest Airlines. He has just
landed at Amsterdam and finds that his luggage is missing. Immediately he logs on to his
laptop and writes an email to the Airlines. Which type of a letter is he writing?
a. Service letter b. Claim letter
c. Inconvenience letter d. Enquiry letter
e. Complaint letter
West Watch Corporation (WWC) received an order from a reputed IT company for 200 watches, both
male and female variants, to be given as corporate gifts for Deepavali. The order did not specify the
color of the dial and the number of male and female styles.
109. What kind of a letter does Raksha, the Marketing Manager of WWC write to the IT Company?
a. Routine letter b. Deductive letter
c. Inductive letter d. Claim letter
e. Persuasive letter
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110. Due to a rise in the demand of the products, the Production department at West Watch
Corporation decided to change the timings from 8 am to 6:30 am for the last two weeks of
September. Which kind of letter should the HR department write while conveying the message
to the employees in the production department?
a. Inductive letter b. Deductive letter
c. Routine letter d. Claim letter
e. Adjustment letter
Indira, from the purchasing department of Sanjana Sheet Metal Works recently bought a Kashmiri
woolen carpet from a reputed retail store „Wools world‟ for her office premises. It was light blue in
color and matched well with the interiors of her office in an industrial plant. The company had also
given a guarantee for one year on the product. Due to some carelessness and ill maintenance, a few stains
stood out from the carpet and made it look ugly. She writes a letter to „Wools world‟ for a replacement
or cleaning of the carpet, hoping a person would be sent to clean those stains right away. But she
receives a reply to her letter as below:
“The letter is in response to your letter of June 25 asking for replacement of your stained Kashmiri
woolen carpet. You purchased a pale blue colored carpet, but then installed it in an industrial plant.
This represents a misuse of the product. I have no control over the care and use of the carpet after it
has been installed”.
111. What are the basic rules the company‟s Public Relations Department had not adhered while
framing this kind of letter?
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a. Building rapport with the client b. Needs and expectations of the client
c. “You” attitude while communicating d. Maintaining goodwill with the client
e. All of the above
112. Wools World‟s PR (Public Relations) person in the above case has to develop goodwill among
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its customers and has to act fast. What can he do to reverse the ill feelings of the customer?
a. Write an apology letter immediately
b. Write a letter offering him a gift voucher
c. Write a long and detailed response
d. Write a rejection letter with a direct „no‟
e. Write to him to approach the senior management
Ravishankar owns „Elektronics‟, a dealers‟ showroom where he sells electronic goods like TVs, washing
machines, laptops, Ipads, mobile phones, sound systems, speakers, etc. The Regional Manager of
Computer Solutions has written to Ravishankar informing him that the Edulearn Ipads sold by the
company has a small glitch in its monitor hardware as some grey lines appear on the screen after a few
minutes of operation. The company along with repairing the hardware would like to include software
such as learning material for CBSE and ICSE students and also upgrade the Ipads with the latest version
of their operating system for those customers who bought after May this year. Ravishankar needs to
send an email to the customers of Edulearn Ipads informing them about the problem and the new add-
ons. The customers need to be convinced about the steps taken by the company to resolve their problem.
113. What kind of a letter will Ravishankar write to resolve the issue?
a. Information letter b. Persuasive letter
c. Claim letter d. Adjustment letter
e. Complaint letter
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114. Ravishankar writes an email to each of his customers explaining about the problem related to
the monitor hardware and tries to convince them that they can also have add-ons. He expects
the customers to:
a. Accept his explanation with an open mind
b. Reject his explanation with a closed mind
c. Be interested in the message conveyed
d. Act and follow what he intends to convey
e. Read the message and delete it
Superior Accommodation is a company which offers service apartments for rent in the major cities of
India. Manoj works as a Publicity Manager for this company. His job is to make companies aware of
these service apartments. He plans to write an email to the IT companies of Hyderabad to promote his
company and its services. He plans to use the AIDA approach for framing the letter.
115. The acronym „AIDA‟ stands for:

a. Attention, Interaction, Destination, Action
b. Attention, Interest, Desire, Action
c. Awareness, Interaction, Direction, Action
d. Awareness, Information, Direction, Action
e. Attention, Information, Discretion, Action
116. What care should Manoj take before sending the sales letter?
a. Follow the AIDA approach
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b. Provide 100% correct information about the product/ service
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c. Send the brochure as attachment with the mail
d. Request for a personal meeting and arrange for a site tour
e. All of the above
117. When you write an attention – getting statement while following the AIDA approach, you
should NOT begin with:
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a. A quotation b. A cliché
c. A bargain d. A provocative question
e. A challenge
118. If you need to mention the price of the product which is expensive to the reader, care should be
taken while:
a. Discussing the price in the opening paragraph
b. Concentrating more on the features of the product not on price
c. Mentioning the price of the product using compound sentences
d. Stating the price in small units or per unit price
e. Both c & d
Vipul is the Purchase Manager of ITA Hotels and has purchased glassware from Ceraglass. He has
ordered 15 sets of their Gold Room Collection and expects to receive the order in three days‟ time.
Today he receives an email from Ceraglass that the dispatch of the Gold Room collection will take
another two weeks, but their Blue Room Collection is available if wanted immediately. They also offer
him an additional discount of 5% on the entire order.
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119. What will be Vipul‟s first step before taking a decision on the issue at hand?
a. Use a direct approach for not complying with the order on time
b. Write a Cancellation of order and look for some other supplier
c. Write a Claim letter for the payment made in advance with 10% interest
d. Identify why there is a delay in the dispatch of Gold Room Collection
e. Accept the Blue Room collection and negotiate for an 8% discount
120. The Dispatch department at Ceraglass also has to take care before sending the email since ITA
Hotels is an important client. Whenever writing letters about the unpleasant they should begin
with:
a. A neutral statement Informing why the dispatch did not take place
b. A statement giving them the dates when they can receive the product
c. A statement where the receiver can expect some good news
d. A statement with an offer of discount
e. A statement to persuade to buy whatever is available
121. Whenever writing about the unpleasant or if there is „bad news‟ to be conveyed, the letter begins
with a neutral statement. It is known as:
a. Equivocation b. Buffer
c. Apology d. Empathetic
e. Refusal
122. When writing about the unpleasant, the language NOT to be used by the writer is:
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a. Courteous to the reader b. Tactful use of words and expression
c. Show empathy in the message d. Offer an apology to the reader
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e. Understand the problems of the reader
123. While writing buffer statements for communicating the unpleasant, it can contain the following,
EXCEPT:
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a. Good news b. Discount packages

c. Alternative solutions d. Resale favorable statements
e. Self-promotion
124. In the above case, the Dispatch department of Ceraglass should take care whenever writing
letters about the unpleasant. They should close with:
a. A negative statement refusing to process the order
b. A statement restating that the order will be processed in 2 weeks
c. A statement providing alternative solutions
d. A persuasive statement to buy the products available
e. A statement giving explanations for non-dispatch of the order
While writing letters, it is always better to follow the 7 C‟s of communication. A letter was sent by
Vikram to Prakash:
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Dear Mr. Prakash,
We have seen your advertisement for 3200 square feet of office space in the Daily Newspaper. As
we are interested we would like some additional information.
Specifically, if you are interested, we would like to know the interior land annual cost, availability
of transportation length of lease agreement, escalation provisions, and any other information you
think is pertinent.
If the information you give is favorable, we will inspect the property. Please send your reply.
Sincerely,
Vikram
125. Which of the 7 C‟-s of communication is NOT adhered in this letter shown above?
a. Clarity b. Concreteness
c. Conciseness d. Courteousness
e. Completeness
126. A letter requires clear statements mentioned in a particular sequential order and usage of:
a. Proper business vocabulary b. Tone
c. Punctuation d. Grammar and spellings
e. All of the above
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127. Mr. Hari has purchased D-Craft jeans and has written a complaint letter to the company saying
that the color ran and the jeans has become faded. Mr. Jerome Lobo, Customer Relations
Manager has written a rejection letter to Mr. Hari. Identify the writer‟s intention in this
rejection letter shown below:
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Mr. Hari,
Subject: Your May 3 claim for damages
I regret to report that we must reject your request for money back on the faded D-Craft
jeans.
We must refuse because D-Craft fabrics are not made to be washed in washing machines
and that too with other clothes. It is difficult for me to understand how you failed to notice
the washing instructions that were tagged along with the product. Since we have been more
than reasonable in trying to inform you, we cannot possibly be responsible for the colors
that ran on your other clothes.
We trust that you will understand our position. We regret very much the damage and
inconvenience our product has caused you and your other clothes in the washing machine.
Mr. Jerome Lobo,
Customer Relations Manager
a. The writer wants to demonstrate authority

b. The writer‟s intent is to refuse the reader‟s request
c. The writer feels it is a small, insignificant matter
d. The writer uses the deductive approach
e. All of the above
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Dev is the Purchase Manager of Mantra Retail. He writes a letter to CamCord, a CCTV camera
manufacturing company placing an order for 10 more cameras. He tells them the payment that is due for
the 25 cameras purchased last month would be sent by bank transfer by the end of this month and
requests them to send the new order as it is very urgent.
128. What would be the structure of Dev‟s letter in this case?

a. Request for the supply of 10 CCTV cameras in the beginning of the letter
b. Assure the receiver that the payment of the 25 cameras will be made
c. Mention the dates before which he wants the products to be delivered
d. Request for a credit extension for the new order
e. All of the above
129. CamCord, on the other hand, does not want to lose this valuable customer. They have been
selling their products to Mantra Retail for at least a year now. Rishi, the Manager of CamCord
writes a reply mentioning some points in his letter which confirms the order. Try to find the
confirmation from the below list:
a. Extension of credit
b. Dates on which the new order will be processed and dispatched
c. Sale-promotion of new products with brochures
d. Both a and b
e. a, b and c I
130. Once the extension of credit is provided, Camcord insists on the payment terms which have to
be beneficial to both the parties concerned. Here the goodwill with Mantra retail is a priority
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along with timely payment by the consumer. Hence a good collection letter will follow the
following stages EXCEPT:
a. Reminder b. Inquiry
c. Closure d. Appeal
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e. Urgency
131. Mantra Retail, due to some contingencies, asks for a credit extension. Even after the extension,
the payment is due for over a month now. Hence the accounts department sends a reminder
letter followed by an inquiry letter. When the payment still remains pending, the Account
Manager decides to follow the next series of Collection letters – Appeal letter. He can choose
from one of the following types of appeals EXCEPT:
a. Fair play b. Ultimatum
c. Closure d. Pride
e. Fear
132. To write a strong appeal letter, the Accounts Manager has to keep in mind to:
a. Use a demanding tone in the language
b. Use a deductive approach
c. Mention the credit worthiness and reputation of the company
d. Insist on why the company must clear the dues now
e. All of the above
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UNIT 13: COMMUNICATION FOR EMPLOYMENT - RÉSUMÉ

Rohit is in the third semester of his MBA and he receives a notice from the placement department to
upload his résumé for the campus selection process which is scheduled from October in the college‟s
portal, Campus-Net. A résumé is a kind of letter where “You” are the product with some exclusive
features.
133.What kind of a letter is a résumé?

a. Sales letter b. Product launch letter
c. Information letter d. Application letter
134.During the second week of October, Rohit observers that there are some companies which have
been listed in the portal which have specified their requirements (job description) from
applicants for a particular designation. The requirements from the company can be:
a. Skills b. Qualifications
c. Knowledge d. Roles and responsibilities
e. All of the above
135. Rohit realizes that he should now research on which job he can apply for. An effective job
search process includes all the optiions mentioned below EXCEPT ONE:
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a. Self-analysis b. Salary preferences
c. Job analysis d. Career analysis
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e.Matching personal needs with job profile
136. While Rohit has begun the job-search process, he remembers his Faculty inform him that a self-
analysis brings an idea of which job is suitable for whom. Rohit begins to note down points to
identify his strengths. He puts them into broad categories like:
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a. My personality b. Achievements till date

c. Special skills attained d. Knowledge
e. All of the above
137. Rohit lists down some companies and the roles and responsibilities entitled with the job
designation. He further would like to perform a career analysis to find what the future can hold
for him in the particular sector. While doing this, what should Rohit look for?
a. Growth in the sector for the past few years
b. Comparison of salary, fringe benefits and incentives
c. Opportunities for career growth
d. Only a and c
e. Only b and c
138. After a lot of research, Rohit has identified three companies for applying and begins to prepare
his résumé. He is a fresher and has to decide which type of résumé he should prepare. Which Is
the type of résumé best suited for a fresher like Rohit?
a. Skills based résumé b. Functional résumé
c. Chronological résumé d. Combination of a and b
e. Combination of b and c
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139. In a reverse chronological résumé information such as educational qualifications, projects

undertaken and curricular activities should be:
a. Sequentially in reverse order b. sequentially in normal order
c. Non-sequentially in reverse order d. Non-sequentially in normal order
e. Any of the above
140. Rohit‟s friend Subin is also applying for some companies. Subin has three years‟ work
experience and would like to prepare his résumé based on the assignments he has handled in the
job. He prepares a functional résumé which gives prominence to:
Research Assistant (August 2010 – July 2013)— Marsh Research Company
Assisted in:
 Conducted market research for six companies based on their requirement
 Prepared questionnaire for data collection
 Collected a sample of more than 3000 from various regions
 Analyzed the data and suggested recommendations
a. Educational qualifications b. Job experience
c. Curricular activities d. Hobbies and Interests
e. Honors and achievements
141.Rohit and Subin prepare a draft of the résumé and exchange for proofreading. Identify one of
the pitfalls in a résumé.
a. Layout and formatting
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b. Correct spelling and grammar
c. Wordiness and lengthy phrases
d. 100% correct information
e. Using active verbs
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142. When Rohit and Subin prepare the draft of the résumé, what should NOT be included in their
career objective from the below mentioned options?
a. Career goals b. Domain for which theyare applying
c. Skills required for the position d. Choice of Location
e. Infinitive verb
143. Finally, Rohit and Subin do a checklist of their résumé. What topics may be omitted in the
résumé?
a. Declaration statement b. List of references
c. Strengths and weaknesses d. Religion and political affiliations
e. All of the above
144. Rohit and Subin also decide to register in the job-portals through an electronic résumé. They
learn that while posting their résumé to electronic portals, the electronic software is dependent
on key words. What care should Rohit and Subin take while applying for an e-portal?
a. Replace action verbs by nouns b. Use Helvetica font of size 11 – 14
c. Avoid bullets, bold, italics, underlining d. Take special care while writing Headings
e. All of the above
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UNIT 14: COMMUNICATION FOR EMPLOYMENT –

APPLICATION LETTER
Shivam and Shakti are applying for a job in an online marketing company. They are in the process of
preparing a job-application letter which they want to enclose with their electronic résumé. They feel
their job-application letter will add value to their résumé from the employer‟s point of view.
145. Which option from the below does not add any value to the résumé?
a. Focuses on the skills and experience of the applicant
b. Employs the „I‟ attitude to describe their talent
c. Arouses the employer‟s interest to read the résumé
d. Increases the chances of being called for the interview
e. Assures that the applicant knows the job requirements
146. Shivam and Shakti do a little bit of research on the tips of effective preparation of the job-
application letter. The most important tip among these is:
a. Focus on a central selling point b. Address to the title/ designation
c. Length can exceed two pages d. Repeat the job requirements
e. Provide candidate-benefit information
147. Shivam and Shakti prepare their opening sentences in the job- application letter. What approach
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is being followed by Shakti in this opening sentence?
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My persuasion and leadership skills along with attention-to-detail have proved successful during
my academic projects and I am sure these skills would add value to the position of Sales Manager
which was advertized in the Times of India dated 8 th August 2014
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a. AIDA approach b. Specificity approach

c. You-attitude approach d. Flowery approach
e. Both a and c
148. Shivam prepares his opening sentences as shown below: What is the main drawback of this
opening?
This is in response to the job opening in the Marketing Department of your organization and
would like to submit my résumé for your consideration
a. It is direct b. It is polite
c. It is general d. It is short
149. Shakti prepares the second paragraph to arouse interest and create desire in the recruiter. Which
among these should he include in his job-application letter?
a. I perceive myself fit for this job as I have specialised in marketing in my post-
graduation and keep a keen interest in this field.
b. With my academic profile with a technical background, I believe that my skills and
achievements are the best and I am the most competent candidate for the reputed
position of Sales Manager.
c. I believe that I possess the technical skills and a good grasping power required for this
job position.
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d. In the course of my SIP at Lifetime Retail outlet, I provided suggestions to the

Management team for improving the layout of the store after doing a survey. They
decided to put these ideas into effect and sales rose by 7% over the second quarter.
e. I am a hard-working and sincere person. I would put in my best efforts to perform well
in all the responsibilities given to me.
150. While preparing a statement that arouses interest and creates desire (AIDA approach) what
guidelines should be borne in mind?
a. To adopt a mature and business-like tone
b. To relate your experience or projects to the position applied
c. To provide information of the skills attained, responsibilities handled
d. To eliminate boasting or exaggeration
e. All of the above
151. Shakti has prepared the following closing sentences. Which do you think should Shakti choose
for his job-application letter?
a. I have enclosed my résumé for your review. I would appreciate an opportunity to
personally interact and discuss my qualifications.
b. I would appreciate the opportunity to meet you where I could demonstrate my skills
capabilities and professional experience in greater detail.
c. My experience and technical skills are too extensive to be listed here; I would
appreciate the opportunity to meet you to discuss my credentials at your earliest
convenience. I will be available for appointment from 1 st September.
d. You can find me on my above mentioned address in Varanasi city and can call me on
my mobile number mentioned in my résumé
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e. I would like to have a personal interview in your company. I thank you for taking your
valuable time to show your interest and concern of my desire to be a valuable part of
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your company.
152. While writing the closing paragraph in a job-application letter, requesting for an action; which
option should an applicant consider?
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a. Request for a convenient time and date for the interview

b. Provide contact details
c. Reinforce that he has the credentials for the position
d. Express appreciation for their time and consideration
e. All of the above
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UNIT 15: WRITING EFFECTIVE MEMOS
At the Annual Review Meeting of ProIT, an IT firm, they observe that some departments have excelled
in their jobs and the company could gain a substantial 18% growth after the third quarter of the financial
year. The Management decides to reward those employees with an additional bonus and incentive
scheme. They assign Ashwini Narain, HR Head to convey the information to the employees informing
them about the new scheme and requesting them to submit the self-appraisal form before January 31st.
She decides to write a memo.
153. What is the order of the memo parts that Ashwini Narain should consider to begin with?
a. To and from address, Subject, Content, Action, Signature
b. Headings, Body, Authorization, Reaction
c. Sender and Receiver address, Context, Headings
d. Company letter-head, authentication, validation, reaction
e. Any of the above
154. What kind of a memo does this come under?
a. Information memo b. Request memo
b. Confirmation memo c. Periodic report memo
d. Only a, b, and d
155. Which approach should Ashwini choose before forwarding the memo to all the employees of
ProIT?
a. Deductive approach
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b. Narrative description
c. Convincing and informative d. Both a and c
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e. a, b and c
156. Ashwini prepares the memo as shown below. What do the employees interpret from this
memo?
To: All employees

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From: Ashwini, HR Head

Date: 18th January 2014
Sub: Bonus and Incentives for employees
We are happy to announce that the overall growth of the company in the third quarter is 18%. The
management during the third review meeting decided to award the employees with exemplary
performance based on the targets achieved. All are required to submit:
 Self-appraisal form in hard copy (will be circulated by 20th January, 2014 to all the
employees)
The Self-appraisal form to reach the HR office by 31 st January without fail. Those reaching after
the due date will not be eligible to avail the bonus and incentives as per the management‟s
discretion.
Sd/-
Ashwini, HR Head
a. No actual information on bonus and incentives

b. Request for action in a limited time frame
c. Knowledge of the growth rate of the company
d. To fill-in the form and submit
e. No clarity on what the HR wants from the employees
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Neelesh Mehta is the Director of Marketing of Bhavans, an infrastructure firm who are into building
apartments and office space in Bangalore and Hyderabad. He writes a memo to his Sales Managers.
157. What kind of a memo is Neelesh Mehta writing to his Sales Managers?
To: All Branch Managers
From: Director of Marketing
Date: August 14, 2014
Re: Sales Managers
It has come to my notice that some of you people don‟t know exactly what a Sales Manager‟s job is
or what duties are expected for the position of Sales Manager and as to why it is essential for us to
hire anyone to begin with. A Sales Manager‟s major job is to bring in clients. He then needs to keep
those clients happy. If he is not keeping those clients happy then those clients will no longer do
business with us and the Sales Manager is not doing his job properly. The question has been posed,
“How do you get clients?” That‟s the Sales Manager‟s work and that‟s what we take them for. In the
future please forward all questions of this and like nature to me, the Director of Marketing. Thank
you
Sd/-
Neelesh Mehta
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Director of Marketing
a. Information memo b. Request memo
c. Ideas and Suggestions memo d. Unpleasant memo
e. Confirmation memo
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158. What is the main drawback of Neelesh Mehta„s memo?

a. Clarity of content b. Comprehension
c. Language d. Deductive approach
e. Informal tone
159. What Subject line can Neelesh Mehta write for this memo?
a. Bring in clients and keep them happy
b. Clients not doing business
c. Expectations from Sales Managers
d. Primary job of Sales Managers
e. Forward questionnaires to me
160. What errors can be found in Neelesh Mehta‟s memo?
a. No business language and tone b. Addressed to Branch Managers
c. No clarity in subject and content d. Deductive approach
e. All of the above
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UNIT 16: STRUCTURE AND LAYOUT OF LETTERS
Pankaj Srivastav, Regional Sales Manager (RSM) of Coolant Air-conditioners is preparing a report and
requires some data related to the sales growth of the first quarter from the seven zones in the country and
writes a request letter to them. The Zonal Managers send the letters to the RSM.
161. Pankaj finds a fault with one report of the East Zone. Identify the fault.
a. Letter includes tables and figures
b. Letter is in yellow color and multi-folded
c. Letter is well-formatted
d. Letter is neatly typed in A4 size letterhead
e. More and detailed information are included in the enclosure
162. Pankaj receives a letter from the Western zone with the opening and closing as written below.
What style of punctuation does it follow?
Coolant Air-conditioners
June 24, 2014
To
Mr.Pankaj Srivastav
Regional Sales Manager
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Head Office, Coolant Air-conditioners
Residency Road, Bangalore 560025
Dear Mr. Srivastav

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Body of the letter
Truly yours
Lalit Suri
a. Mixed punctuation b. Closed punctuation
c. Open punctuation d. Both a and c
e. Both b and c
Surbhi Khanna and Farheen Naqvi are partners of a newly opened Ad agency. They want to design their
letterhead.
163. What is the feature that a letterhead should NOT have?

a. Name and address of the company b. Logo of the company
c. Website, email and contact details d. outlandish colors and paper design
e. Distinctive
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164. Surbhi Khanna prepares a welcome and offer letter to the new recruits of her company. She
omits the salutation and the complimentary close. The subject line is placed double space below
the inside address and double space above the body of the letter. She begins all the lines from
the left margin. What type of letter format is she employing?
a. Modified Block b. Simplified Block
c. Block d. Signature Block
e. Both b and c
165. Surbhi begins to write the welcome and offer letter on the letterhead of the company. It extends
to the second and the third page. What should she do now?
a. Use plain white sheet paper for the successive pages
b. Include a heading indicating continuation of the first page
c. Put in page numbers
d. All of the above
166. Surbhi posts the letters to the new recruits indicating how the letter should be sent. She includes
the words „Confidential‟ and „Registered Post‟ just below the date (in the block format). The
above mentioned special feature in business letters comes under:
a. Mailing notation b. Attention line notation
c. Enclosure notation. d. Copy notation
e. Post script
167. Surbhi would like to send copies of the letter to the HR Manager of her company for recording
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purpose. She would also like to enclose the rules and regulations to be followed by the new
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recruits once they join the company. This information should be mentioned in the main letter.
What special features does she have to employ to do this?
a. Post Script b. Enclosure Notation
c. Copy Notation d. Mailing Notation
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e. Both b and c
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UNIT 17: THE FRAMEWORK OF A REPORT

UNIT 18: WRITING A REPORT
UNIT 19: MANAGING DATA AND USING GRAPHICS
Divya Bhalla got an offer from a market research company for her SIP (Summer Internship Program).
As part of her SIP she had to conduct a survey of a particular brand of Z100 car to identify the customer
satisfaction. She is handed over a questionnaire and asked to collect data from 300 respondents. Divya
diligently conducted the survey and sets about to prepare a report.
168. What care should Divya take while preparing the report?
a. To present factual information
b. To provide information in a clear and comprehendible manner
c. To provide the body of the report in a logical and focused manner
d. To employ tools, graphs, pictures and charts to explain complex matter
e. All of the above
169. Divya is in the process of preparing the title for her report. Identify the best title for her.
a. A study on the customer satisfaction of Z100 car
b. An analytical report of the customer satisfaction of Z100 car
c. An analysis of the after-sales service and customer satisfaction of Z100 car
d. A review on the customer satisfaction after purchasing Z100 car
e. A customer satisfaction survey of Z100 car: A summary
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170. Divya wants to prepare a 200-word informative abstract for her report. Identify the element
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which Divya must NOT include in her abstract.
a. Identifying information – title, writer and department , receiver and department
b. Problem statement – scope and methodology used
c. Findings – implications for other projects
d. Pictorial representation – graphs, flowcharts, pictures
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e. Technical aspects focusing on new innovative methods

171. Divya is nearing the completion of the report and now she is in the process of preparing the
table of contents. The table of contents makes the report effective because it:
a. Guides the reader as report has no index
b. Contains headings and sub headings
c. Has a list of illustrations
d. Includes page numbers
e. All of the above
172. While preparing the report, Divya wants to include topics in her introductory chapter. The topic
that CANNOT be included in introduction is:
a. Objective b. Scope
c. Recommendations d. Limitations
e. Factors considered
173.Divya decided to prepare an inductive report to be presented to the company. The main quality
of an inductive report is it:
a. Presents the summary, recommendations and conclusions elaborately at the end
b. Presents the summary, recommendations and conclusions before the main body
c. Provides the main idea first
d. Makes the report easy to follow
e. Saves the reader‟s time
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174. The bibliography in Divya‟s report should consist of:

a. List of definitions in alphabetical order b. List of sources used
c. List of abbreviations and symbols d. List of charts, tables and figures
e. List of appendices
175. Raju Taurani is the Operations Head working with a glass manufacturing plant. He requests the
Operations Manager, Mr. Anubhav Parekh to give him a report of his department for the last
two quarters. Anubhav prepares the report. He decides to also prepare the Transmittal letter
along with the report. A transmittal report generally contains the following elements, EXCEPT:
a. Title and purpose of the report
b. Who authorized the project and when
c. Literature review and bibliography
d. Methodology used, recommendations and conclusions
e. Acknowledgement of any assistance received
176. Krishna‟s company deals with handling and controlling pollution in industries. Recently he sees
an advertisement for cleaning the Ganga River and decides to apply for the tender. What kind
of a report will he submit?
a. Feasibility report b. Analytical report
c. Periodic report d. Proposal report
e. Functional report
[For questions 177 - 182]:
Arjun is the Senior Manager of Herbex, an FMCG company dealing with herbal personal care and home
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care products like soaps, shampoos, floor cleaners, detergents and so on. Six months ago, the company
had released a liquid body cleanser in a few Tier-II cities. Arjun designates Rakshit, Manager of the
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Market Research department to conduct a survey on the sales and consumer behavior towards the
product. The results of the survey shall help Arjun in launching the product in the metros. Rakshit
decided to zero-down the problem and the purpose of conducting the survey by considering the following
points.
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177. Which point should Arjun NOT include from the below mentioned list?
a. Sales growth for the last six months
b. Cost price of the product
c. Customer experiences through social media
d. Availability of variants as per customer needs
e. Competitors‟ products‟ in the same line
178. Which method should Rakshit adopt while conducting the product survey in various Tier-II
cities with the help of researchers?
a. Questionnaire method
b. Interviewing customers and reviews in social media
c. Providing samples
d. Analyzing the sales at retail outlets
e. a, b and d
179.After the collection of data, Rakshit systematically arranges the data in the form of a table
preparing suitable headings. He decides to use visual aids to emphasize the findings. Which
among the below best suits for illustrating the data?
a. Pie, Bar or Line charts
b. Pictograms
c. Flowcharts
d. Maps and photographs
e. Diagrams
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180. A Gantt chart is not useful for this type of a survey because it:
a. Shows how the parts of a whole are distributed
b. Expresses data that change over time
c. Represents time relationships to plan, allocate and schedule resources
d. Depicts changes in quantitative data over time and illustrate trends
e. Both b and d
181. Rakshit carefully plans to present the findings in the form of a report. The steps involved in the
preparation of this analytical report are:
a. Defining the objective, scope and limitations
b. Identifying and organizing the issues through research
c. Analyzing and interpreting the research data
d. Drawing conclusions and developing recommendations
e. All of the above
182. While preparing the chapter on Recommendations, Rakshit chooses the deductive report
method to:
a. Summarize the key findings
b. Analyze what the key findings mean to the reader
c. Decide on the course of action that should be taken
d. Develop a time frame to obtain the required results after the action is taken
e. Only c and d
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UNIT 20: REVIEW OF WRITING SKILLS
183. „Today‟s meeting is going to be held at 3 pm on the topic already mentioned yesterday at the
coffee room regarding sales of the new product. All are instructed to be present with the
necessary data.‟ Why is the communication not effective in this case?
a. No clarity b. Incomplete
c. Non-courteous d. Concise
e. Both a and b
184. Compare the following sentences and choose the most effective among them:
a. Please send me a price-list for your T-shirt.
b. Kindly send me a price-list for your T-shirt.
c. You are requested to send me a price-list for your T-shirt.
d. Would you please send me a price-list for your T-shirt?
e. I would appreciate it if you could send me a price-list for your T-shirt.
185. In business writing, the You-attitude is considered to be better than the I-attitude as it focuses
from the reader‟s perspective. Rewrite this sentence using the You-attitude approach: “I have
received your quotation.”
a. Your quotation has been received
b. Thank you for your quotation
c. Quotation is received
d. Received your quotation on time
e. Both a and b
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186. While conveying something negative, care should be taken to apply the 7 C‟-s of
communication with the You-attitude approach. For conveying a refusal of credit facility to a
client, the best way to write is:
a. Your request for credit cannot be accepted
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b. It is to inform you that credit cannot be granted

c. We regret, at this time, we cannot accommodate your credit needs
d. Your credit period ends with this month‟s payment
e. The company has decided to slash credit facility
187. In the paragraph given in the box, identify the missing elements:
more than the intelligent quotient iq it is emotional quotient eq which employers hunt for in
prospective candidates this is so as high eq helps individuals build and maintain relations with co-
workers and increases level of sensitivity towards others people who maintain a calm composure
during tense situations can handle situations better and find solutions better unlike those who get
hyper easily companies look for a eq iq ratio of approximately 80 20 in potential candidates as they
believe iq can be built but eq is often inbuilt
a. Punctuation b. Logical flow of information

c. Coherency in text d. Articulation
e. All of the above
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188. Emphasizing a word changes the meaning of a sentence. What does this sentence mean when
emphasis is on ‘Ravi’: “Ravi has not performed well this financial year?”
a. Ravi has not performed well only this financial year.
b. Ravi has performed badly this financial year.
c. Ravi was performing well till last financial year.
d. Only Ravi has not performed well this financial year.
e. Ravi‟s performance was better than last financial year.
189. While trying to provide emphasis on words, care should be taken to decide where the
importance to the word can be provided. When writing about the features of a printer; the
following sentences were written. Choose the more effective sentence:
a. This printer prints 17 pages per minute.
b. This printer can turn out one of your 100-page proposals in six minutes.
c. This printer utilizes paper on both sides for printing.
d. This printer turns out printing and saves you on electricity.
e. This printer is eco-friendly as the toner lasts for nearly 1000 sheets.
190. When the emphasis is more on the action than the doer; the passive voice is used. Choose the
sentence in passive voice from the following sentences:
a. Private companies contributed funds to open a new hospital.
b. Production costs must be reduced to continue to remain in business.
c. Board members consulted no one before deciding reduction in salaries.
d. Managers drafted an email policy to restrict employees on internet access.
e. The driver‟s negligence caused the accident.
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191. Précis‟ writing is an intelligent summary of a long passage. Effective writing skills involve
precise and concise ways of handling information. Convert the sentence to be more meaningful
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using précis‟ writing: “We wish to state that if you have any further queries regarding this
matter, please feel free to contact Mr. X at any time”
a. If you have any queries regarding this matter, contact Mr. X.
b. Mr. X can be contacted for further queries.
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c. For further queries, please contact Mr. X.

d. Please feel free to contact Mr. X, if you any queries.
e. Mr. X is the best person to contact regarding this matter.
192. Business vocabulary also helps in making the sentence more comprehendible by presenting the
matter in a concise and precise form. Fill in the blank for the following sentence:
“Maharashtra‟s house price ______ has gone beyond Mumbai, with properties in Pune now
worth 25% more than a year ago.”
a. Cut b. Boom
c. Hike d. Tag
e. Controls
193. Write the correct preposition for the following sentence:
“My diary is pretty full, but I could fit _________ a lunchtime appointment on Thursday.”
a. In b. On
c. At d. For
e. Up
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194. Choose the correct idiom that best expresses the meaning for the following sentence: “I've been
working hard for the last few months trying to make ends meet, but something I'm not even
expecting always comes up and I have to pay for it.
a. Survive b. Meet my family‟s needs
c. Make good business d. Make for the losses incurred
e. Make enough money to pay for expenses
195. Choose the correct verb for the following sentence: “The Chairman, along with his two
assistants, _______ to attend the annual convention.”
a. Nominate b. Have
c. Plans d. Decide
e. Want
196. Choose the correct verb for the following sentence: “The issues of inflation and tax reform
____________ to be on everyone's mind.”
a. Is b. Was
c. Persists d. Continue
e. Continues
[For questions 197 - 198]:

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197. Complete the sentence choosing the correct alternative given below:
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“If you deliver the product on cash-on-delivery basis, _______
a. We would place an order immediately
b. I would have been placing an order
c. I am planning to be placed an order
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d. We place an order immediately

e. Placing the order is not difficult
198. “If we had known more about their culture, negotiating ___________ easier.”
a. Will be b. would have been
c. Is d.Was
e. Would be
199. At an interview, the interviewers want to know about your education. Which is the correct
sentence for you to say?
a. I completed my MBA in 2015
b. I have completed my MBA in 2014
c. I have completed my MBA
d. I am completing my MBA in March 2014
e. I would be completing my MBA through this year
200. Fill in the blank: “We have studied the proposals from both firms and have decided that Zero
Inc‟s fees are high, it is the __________ company.”
a. Better reliable b. Good reliable
c. Reliable d. More reliable
e. Most reliable
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UNIT 21: MANAGERIAL EFFECTIVENESS – A CONCEPTUAL

FRAMEWORK
Aircon is a premier engineering company manufacturing air-conditioners. It commanded a market share

of over 40% of the domestic air-conditioner segment during 2012. In 2013, its market share dropped by
6%. This prompted the management to focus on restructuring its operations and one of the most efficient
Senior Managers, Mr. Rajdeep Chakraborty was asked to prepare a working plan. These restructuring
efforts would position Aircon as one of the top three air-conditioner brands in the market.
201. Which of the following is NOT a characteristic of an Effective Manager?

a. Defining the objectives
b. Identifying the strengths of the subordinates
c. Providing them independence to choose the path in attaining the objectives
d. Criticizing them if they fail to perform
e. Taking decisions after a systemic analysis by considering information from all sources
202. Rajdeep initiates the responsibility given to him by planning and organizing the operations.
Which of the below sentences is NOT a part of the planning process?
a. To choose techniques to attain organizational goals
b. To provide them stringent time framework
c. To encourage the team to set and attain high goals
d.
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To allocate tasks as per the team member‟s skills and efficiencies
e. To measure the attainment of goals after the given time frame
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203. Rajdeep was selected by the management to handle in restructuring the operations due to his
experience in handling difficult tasks. A manager‟s contribution includes:
a. Focusing only on inputs
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b. Review of plans now and again

c. Overlook own contribution
d. Focus on team member‟s talent rather than team coordination
e. Set suitable standards and enable development of subordinates
204. A manager‟s work aims primarily around people and developing human relations. Which one
among these does NOT help in maintaining trust of their superiors and subordinates?
a. Focusing on how the organization can contribute to their own goals
b. Being an effective Communicator – upward, downward and side-word
c. Being a team player and encouraging team coordination
d. Being a continuous learner and constantly developing himself
e. Expecting high quality of work by setting high standards
205. Rajdeep had to choose his team by giving importance to the strengths of the team players. An
effective team strengthens the organization by their contribution and helps to attain the
organizational goals. The option which does NOT follow the rules of staffing from strength is:
a. The task is well-defined and well-structured
b. The team players have strengths and no major weaknesses
c. The task is challenging to bring out the best performance
d. The job involves changing team players consecutively
e. Selecting the team player based on his appraisal
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After two major air accidents, Gravity Airlines experienced a sluggish growth for the past six months.
The major demand for air travel was from business travelers and leisure travelers. Mr. Javed Maqsood
was a Manager who was entrusted the responsibility to increase passenger traffic and improve the brand
image of the airline. He has outlined a business model to increase the passenger traffic and wants to
report to his Senior Manager.
206. Effective managers make productive use of their superiors as they:
a. Believe that superiors have only strengths and no weaknesses
b. Believe that flattering the superiors will help in gaining acceptance
c. Believe and realize the habits of superiors and utilize them optimally
d. Believe in agreeing with all the decisions of the superior
e. Believe in the objectives of the superiors
207. The Senior Manager was pleased with Javed‟s report and was deputed to handle the operations.
Javed knew that he had to devote himself to perform various activities in the following weeks.
He needs to concentrate on the available resources on one activity at a time and prioritize his
activities. While prioritizing, Javed should NOT consider one of the following:
a. Evaluate past events against future events
b. Use conventional thinking to prioritize
c. Set high goals and aspire to attain them
d. Be driven by a sense of self-direction
e. Search for opportunities and be optimistic in handling problems
208. Javed realized that he had to multi-task on many activities while being effective. He needed to
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prove the results in a specific time frame. Some activities which require less attention can be
handled later. This core concept is known as:
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a. Posterioritizing b. Prioritizing
c. Multi-tasking d. Time-wasting
e. Organizing
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209. Javed wanted to introduce some exclusive offers and facilities to the passengers of Gravity
Airlines. He also wanted to bring in Loyalty Cards for frequent fliers. Javed chooses to use the
Franklin‟s Rule in making this decision. Franklin Rule is:
a. A method of selecting an important criterion and making a decision based on that
criterion
b. A method that involves identifying two appropriate solutions and listing the pros and
cons for each. The solution with the maximum number of pros is selected.
c. A method that involves choosing an important criterion and selecting the solution with
the highest score in the chosen criterion.
d. A method in which each of the alternatives is selected and the pros and cons are given
some weights or values. The total value of the pros and cons are then used to
determine the best decision for a particular situation.
e. None of the above.
210. Telesoft is a company which believes in ethical practices. It has maintained policies in business
ethics and written rules and regulations for all employees working in the organization. The
company also recognizes employees who have acted in an ethical manner. This helps in setting
standards for other employees in the business. Telesoft‟s organizational culture is characterized
by high-risk tolerance, control and conflict tolerance which plays a vital role in the employee‟s
ethical behavior. The personality (internal) variables also affect ethical behavior in the
employees. Identify the personality behavior from the options given below:
a. Values and beliefs b. Physical and mental variables
c. Ego strength and locus of control d.All of the above
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UNIT 22: STRESS MANAGEMENT
211. Rita joined Celebrations, a media company as a brand manager. She had completed her MBA
from a reputed Business School and was eager to take up this assignment. As soon as she joined
she was entrusted an important project which required accurate planning and implementation.
Rita was excited to be a part of the team as this project was from a very important client. She
wanted to contribute immensely to the project even if it required staying for long hours at the
client site or working on weekends. What kind of a stress is Rita facing?
a. Distress b. Tech-stress
c. E-stress d. Eustress
e. Burnout
212. Abhijeet is from an IIM who is working as the Operations Head for a manufacturing company.
Abhijeet was in an irate mood while speaking to his peer Nitesh. Abhijeet complained, “I
cannot believe the incompetence in this department. I work hard, sometimes nearly 15 hours a
day, bearing with the staff incompetence, crisis, unrealistic budgets, insane deadlines and
untrained staff.” Abhijeet continued, “I have a severe back ache, my eyes are paining and I feel
that I‟m ready to jump off from this place.” As per Hans Selye‟s General Adaptive Syndrome
(GAS model) in which stage is Abhijeet into?
a. Alarm reaction stage b. resisting stage
c. Exhaustion stage d. Burnout stage
e. Aftermath stage I
213. Nisha is a young mother who is working as a Probationary Officer in a private bank. She lives
in a joint family with her in-laws. Her mother-in-law is very supportive of her and takes care of
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her child when she is away on her work. Nisha belongs to the Type A personality type where
she is obsessed with accuracy, perfection and sets high goals for herself. She sometimes stays
long hours at work as her goal is to get the job confirmation letter within a year. After six
months into her job, she finds it hard to balance both work and personal life. What kind of a
stress is she experiencing?
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a. Internal stress b. External stress

c. Personal stress d. Work-related stress
e. All of the above
214. Vishnu is in his mid-fifties and has been working as a Senior Manager with a realty company
for nearly 15 years. The realty company has expanded its business over the years to other cities
and Vishnu is in-charge of the Head Office in Hyderabad. He constantly needs to interact with
the other branches and report the progress to his Chairman. The company has given him a
smart-phone and he has been asked to learn using vod casts, podcasts and mobile apps to make
his job easier. What type of stress is Vishnu facing?
a. Organizational stress b. Job insecurity
c. Techno stress d. Eustress
e. Society-related stress
Kiran is 40 years of age working in a Software company for the past 18 years. He has around 13 patents
in his name. Through sheer hard work, he has risen to the position of Vice-President to its unit in
Bangalore. His job entitles him to manage a team of 300 people who are involved in developing
software on „prevention of accidents in airplanes‟. He also needs to report to his superiors in US. At
nights, he is busy handling tele-calls and videoconferences with his clients and superiors. Once in every
two months he needs to attend meetings in US and Singapore. Due to constant work pressure, erratic
time schedules and stringent deadlines, Kiran has developed cervical spondylitis, blood pressure and
mood swings leading to burnout.
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215. Which statement on burnout is false?

a. Burnout acts as a motivator to set goals which are impossible to achieve.
b. Burnout is due to either excessive demand thrust upon an individual by himself or by
others in the environment.
c. Burnout is a critical case where an individual feels his inner resources are inadequate to
meet demands placed on him.
d. Burnout is a result of excessive stress over a long period.
e. Burnout requires immediate medical supervision.
216. Identify the burnout life cycle stage that Kiran is experiencing?
a. Awakening stage b. Honeymoon stage
c. Burnout stage d. Brownout stage
e. Recovery stage
217. Kiran goes for his annual medical check-up and the doctor understands the root cause of his
problem. He prescribes a nutrition diet to combat stress. Which is the best diet that Kiran
should have to combat irritability, mood swings, exhaustion and insomnia?
a. 3 – 5 cups of coffee or tea or carbonated drinks
b. Low carb diet like fresh vegetables, fruits, eggs and milk
c. Fast food like pizzas, burgers and chaat
d. 5 pegs of wine or vodka every night
e. Sweets and desserts after every meal
218. „Physical health is as important as psychological health‟, the doctor says. He advises Kiran to
follow some techniques to overcome psychological stress. Identify the best de-stressor for
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Kiran. (Source: http://www.stress.org.uk/files/Combat-Nutritional-Stress.pdf)
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a. Erase negative thoughts b. Adopt positive attitude
c. Manage your emotions d. Relax the mind
e. All of the above
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219. Google conducted a survey on „Work-life balance among Google employees‟ and differentiated
them into Segmentors and Integretors. Segmentors are employees who could draw a line
between work and personal life which was around 31%. Integretors are the 69% of employees
for whom work always remains in their mind. Integrators are hooked to their computers and
often keep checking if any new work has been allotted to them. What steps should the
organization take to NOT encourage the Integrators?
(Source:http://www.businessinsider.in/Most-Google-Employees-Cant-Separate-Work-From-Their-
Personal-Life/articleshow/32860487.cms)
a. Organization should encourage employees to take weekend breaks and vacations.
b. Organization should increase the pay for employees who work for long hours.
c. Organization should encourage employees to take-up training programs on how to
work effectively in a given time frame.
d. Organization should adopt holistic therapies and spiritual programs to combat stress.
e. Organization should conduct surveys to understand employees‟ work patterns and
counsel them on how to improve performance.
220. HBO, Apple, Nike, Forbes and many corporate companies across the globe offer on-site
Wellness programs for its employees to keep them physically and mentally fit called „Body and
mind healing techniques‟. Corporate Yoga and meditation have been the new trend in these
companies. (Source: http://www.yogajournal.com/article/lifestyle/incorporating-yoga/)
The benefits of Corporate Yoga and meditation are:

a. Increased ability to relax b. Increased energy and enthusiasm
c. Improved self-esteem d. Increased ability to cope stressful situations
a. All of the above
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UNIT 23: TIME MANAGEMENT
221. Instead of a multi-tier hierarchy organization structure, many small companies are adopting flat
structure to enable teams to interact directly with the executive management. The executive
management has firsthand information on the needs of the employees and the projects. This aids
in faster problem solving and decision-making since the layers involved are much lesser.
Managers in flatter organization structure have more flexibility, opportunities, responsibilities
and greater span of control. Managers should be aware of cost effective prioritization of tasks
and efficient time management. The first step for these managers is to prepare a time log to
analyze their time spending pattern. However time logs should NOT be used to:
a. Identify the time wasting activities of the employees
b. Analyze the productivity of an employee
c. Categorize the appropriate time to perform an activity
d. Monitor the performance of an employee
e. Plan, schedule and delegate activities to employees
A company manufacturing biscuits had a crisis at hand. Some of their biscuit packets were found to
have fungus. This had been in the news and the executive management had to take an action before the
crisis went out of control. Vaibhav, a Manager was designated to analyze the intensity of the problem
and suggest suitable measures as soon as possible. However, Vaibhav is taking a lot of time in analyzing
the problem. He is not very confident in taking a decision due to fear of failure or fear of making a
wrong decision.
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222. What is the internal time waster observed from this above case?
a. Poor and irrelevant communication b. Procrastination
c. Inefficiency d. Personal disorientation
e. Excessive socialization
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223. Which characteristic best describes Vaibhav as a procrastinator?

a. Fear of offending or being unpleasant b. pleasing all – Can‟t say „no‟
c. Postponing unpleasant tasks d. Desire to help others
e. Frequent interruptions
224. A survey in a software company shows that the external time wasters of employees during work
hours has increased manifold. The employees are found working till late hours of the day. The
management has strictly informed the employees to work for not more than 9 hours a day and
complete the day‟s scheduled assignments. What does the management mean by external time-
wasters here?
a. Excessive number of meetings
b. Frequent canteen-breaks and socialization
c. Unexpected Interruptions
d. Excessive use of internet and social media
e. All of the above
225. Planning leads to effective time management and putting away with time wasters. Pareto‟s
principle is a tool which helps in preparing an ideal time plan. The rule says, „Just don‟t work
smart, work smart on the right things.‟
(Source: http://management.about.com/cs/generalmanagement/a/Pareto081202.htm)
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A to-do list mentioning the milestones and the deadlines without being too rigid or too flexible but
workable using the Pareto principle follows the:
a. 80:20 rule b. 50:50 rule

c. 30:70 rule d. 30:40 rule
e. 60:40 rule
226. Nidhi is working as an Analyst for a market research company. Her work involves preparing a
report after collating and analyzing data from the survey conducted by her research associates.
She is obsessed with maintaining deadlines and sometimes overlooks important information
vital in making decisions. Sometimes, the Senior Analyst is unhappy with the results she has
depicted and points out mistakes in her report. What is the time abuser that explains Nidhi‟s
time management?
a. Procrastination b. Preemptive
c. People pleasing d. Perfectionist
e. Personal disorientation
Samarth works as a Project Manager in a manufacturing company which produces automobile spare
parts. He maintains a hectic schedule and sometimes the unit runs on three shifts if the demand rises.
His job is to analyze the time frame allotted to him to complete the production and needs to plan
backwards. He prepares a to-do list allocating tasks to be done daily, weekly, short-term and long-term.
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It helps him to fill the gap in between the long-term expected results and daily activities. He reviews and
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if necessary reschedules plans as per demand. It is the time of the Dasara-Diwali festive season –where
companies gear up to introduce offers to the customers. Samarth‟s actual work starts from June every
year to meet the demand for the festive season.
227. In which quadrant is Samarth from June to October as per Stephen Covey‟s time management
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matrix?
a. Quadrant of value b. Quadrant of time-wasters

c. Quadrant of crisis d. Quadrant of misconception
e. Quadrant of time-abusers
228. Samarth has assistants working for him where several tasks are delegated based on their
qualifications and experience. Arpit, Assistant Purchase Manager, Yogesh, Maintenance
Manager, Madhav, Production Manager and Yash, Logistics Manager report to Samarth directly
and are accountable for their respective departments. Each department has to set S.M.A.R.T.
(specific, measurable, attainable, realistic and time-bound) goals to complete their activities,
plan and schedule the execution of the processes with minor hitches or problems. What should
each department NOT follow in the process of scheduling the work:
a. Listing the objectives and setting department goals

b. Preparing a workable plan in the given time frame
c. Minimizing interruptions and reviewing the progress
d. Rescheduling plans and time frames every few days
e. Having backup strategies in case of missed deadlines
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229. Samarth has delegated the roles and responsibilities to the above-mentioned Managers who need
to report to him on a timely basis. He reviews the progress and suggests if any problems or
issues are faced by them. Delegation is an important exercise in every company because:
a. It is the authority given to a person to carry out specific activities.
b. It is the authority given to perform unpleasant activities on behalf of other person.
c. It is the authority given to a person to help him in doing simple jobs of the other
person.
d. It is the authority given to a person to minimize his work responsibilities.
e. It is the authority given to a person to act as a substitute to another person.
230. In December, after the maximum demand for the products is over, Samarth conducts an
appraisal for the Managers and their departments and finds that there was a huge difference in
the productivity of the production department from the 1 st shift to the 3rd shift, while the
logistics department‟s maximum productivity in the 3 rd shift. He wants to control the time
wasters which are the result of the biological clock that determines the time at which he/she
works best and the time at which he/she is very dull. He plans to change the shift timings of the
employees based on their productivity levels and involve them in other activities. The manager
can use the dull hours of his employee by asking him:
a. To perform tasks disliked by him b. To perform tasks he is efficient at
c. To go for refreshments d. To de-stress himself
e. To socialize I
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UNIT 24: CREATIVITY IN MANAGEMENT

Xiamoi (pronounced as Sha-omi) is a competitor to Apple and Samsung in the Smart phones category.
For example, the Xiaomi „s low-end Redmi handset features a quad-core 1.5GHz processor, a 4.7 inch
display with a pixel density of 312 pixels per inch, an 8 mega pixel rear facing camera, and a 2000 mAH
battery and is sold for US $130. Xiaomi has a low-pricing strategy with comparable specifications in
comparison to its counterparts, Apple and Samsung. Xiaomi does not market its smart phones through a
physical store and uses social media as its primary channel to interact with customers, from announcing
product releases, purchasing and customization of the smart phone, and capturing customer feedback.
Xiaomi says, “The product launched is not going to be perfect, but please get involved and help us make
it perfect with you.” (Source: http://www.nextbigwhat.com/xiaomi-pricing-strategy-297/)
231. What is Xiaomi focusing on from the below mentioned options?

a. Creativity in its product design b. Creativity in pricing strategy
c. Creativity in capturing the market d. Innovation in its products
e. Innovation in pricing
232. “60000 Xiaomi Redmi 1SA phones go out of stock in 13.9 seconds”, says an article in
Economic Times. Unlike Apple and Samsung, which make margin in selling hardware,
Xiaomi‟s main margin comes from after-sales content to customers. Xiaomi has introduced
forums in social media platforms for customer relationship, offers consultation and after-sales
service at “House of Mi” and conducts “Mi Fan” festival annually to inject excitement among
Xiaomi fans. Xiaomi‟s operating system MIUI is made open for download on other Android
phones, thus making Xiaomi‟s app and content more easily accessible to Xiaomi‟s smart phone
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users. What is the innovative strategy employed by Xiaomi in this case?
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(Source: http://www.nextbigwhat.com/xiaomi-pricing-strategy-297/)
a. Technology centric product innovationb. Customer centric product innovation

c. Innovation through commercialization d. Creativity in technology
e. Both b and c
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233. AO Smith‟s electric geyser uses advanced technology; a blue diamond glass coated tank with a
glass lined heating element gives maximum protection against hard water and corrosion. The
company‟s tag line says „Fit it and forget it.‟ What is the component of creativity that AO Smith
follows? (www.aosmithindia.com/)
a. Fluency component b. Flexibility component
c. Originality component d. Orientation component
e. Both a and d
234. Zipdial is considered to be one of the most innovative companies of 2014. It is based in
Bangalore, was started by a California native, Valerie Wagoner. Valerie noticed that in India,
friends intentionally call each other, let it ring once or twice, and hang up. That's their way of
sending a signal, like "I'm home safe," without being charged. Valerie moved to Bangalore,
used this concept of missed calls and is now responsible for 416 million of them. That's how
many times people have used her company, ZipDial, to connect with brands including Gillette,
Disney, Procter & Gamble, and India Info Line. She issues the brand a number, which it prints
on its ads. Consumers call, hang up, and get a text or call in return--and thus enter in
contests, receive coupons, or place an order. Valerie Wagoner was able to view things from a
new prospective and tapped the opportunity. The stages of creativity process that has she has
dealt with are:
(Source: http://www.fastcompany.com/section/most-innovative-companies-2014)
a. Exploring b. Inventing
c. Selecting d. Implementing
e. All of the above
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235. As a 25-year-old first-year social studies teacher at a public school in the Bronx, Charles Best
saw firsthand the need for classroom materials for low-income students. With few technical
skills, he nonetheless managed to launch DonorsChoose.org in 2000. It was an early and popular
example of online crowd funding. The site allows donors to pick an individual class or project
on Donors Choose and support it directly for as little as $5. Once a project is funded, the charity
purchases the supplies and sends them to the teacher. Since then, Donors Choose has evolved
into an education juggernaut. It has raised $225 million from some 1.2 million-citizen
philanthropists. Those donations have helped more than 175,000 teachers, funding more than
400,000 class projects. The number of students who have benefited is staggering: 10 million and
counting. Donors Choose has an impressive list of supporters – Bill and Melinda Gates, Sheryl
Sandberg, Stephen Colbert to name a few. Identify the techniques of creativity (categorized by
Pradip Khandwalla) employed by Charles Best.
(Source: http://www.fastcompany.com/section/most-innovative-companies-2014)
a. Problem decomposition, breaking stereotype responses and fusion

b. Problem decomposition, imaging, and extremization
c. Problem decomposition, mutual stimulation and demolition
d. Problem decomposition, information search and imaging
e. Problem decomposition, imaging and ideating
236. At Unisys Corporation, an 8 billion dollar company and a producer of computer systems,
monthly demand forecasts are prepared going out one year into the future. At Hewlett-Packard
monthly forecasts for ink-jet printers are constructed from twelve to eighteen months into the
future, while at Levi Strauss weekly forecasts are prepared for five years into the future. Identify
the popular method of enhancing creativity mentioned in the above case.
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(Source: http://www.prenhall.com/divisions/bp/app/russellcd/PROTECT/CHAPTERS/CHAP10/HEAD02.HTM
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a. Synectics b. Delphi technique
c. Edward De Bono‟s Six Thinking Hats d. Lateral thinking
e. Mind mapping
237. 3M is an 18 billion dollar company that offers an incredibly wide range of products. The firm is
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an industry leader in such diverse fields as health care, office products and transportation. 3M
manufactures familiar products, like Post-it® Notes and Scotch® tape, and a new family of
Scotch-Brite Cleaning Products that give consumers the right scrubbing power for a host of
cleaning jobs. Through market research, the department learned that people used duct tape in a
host of unusual ways, from constructing a wallet made of duct tape to holding a car door in
place. The department recognized that there was a cult of duct tape enthusiasts around the
world, and it wanted to broaden its market with an updated or innovative version of duct tape.
Kim Johnson, from 3M‟s Corporate Research and Development, was asked to conduct sessions
with the ideation experts to bring in an innovative version of the duct tape. There were several
sessions conducted by Kim:
i. Participants gave new ideas on the duct tape
ii. Discussion on each idea provided by the participants
iii. Determination of the most preferred idea
iv. Decision on the new product – duct tape for women – a colorful variation
From Edward De Bono‟s Six Thinking Hats, which hat allows the thinker to ascertain the most
preferred or favorite idea among the participants?
(Source: http://www.debonoforbusiness.com/PDF/3M-Six-Hats-Case-Study.pdf)
a. White Hat b. Yellow Hat
c. Black Hat d. Red Hat
e. Blue Hat
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India is emerging as one of the fastest growing fast food markets in the world. According to a
National Restaurant Association of India (NRAI) report, the fast food industry in India is estimated
at Rs 8,000 crore and is growing at a CAGR of 35-40% annually. As per a report in TOI, nearly
70% of the total pizzas sold in the country are vegetarian pizzas even in regions like Punjab, which
is known for its meat-loving populace. Around 42% of Indian households are vegetarian, according
to the Food and Agricultural Association of the United Nations and non-vegetarian population eat
vegetarian for 35% of weekdays.
238. McDonald's is the first global fast-food chain to bring in a customized vegetarian menu to India,
which boasts of McAloo Tikki burgers. KFC , the Kentucky-based fast-food chain known for
its "finger-lickin' good" range of chicken fillets and burgers, has introduced Paneer Zinger and
Veg Twister, in addition to the hot-selling Potato Krisper Burger, Veg Strips, Veg Rockin'
Burger and Veg Rice Bowl, with a global tagline, "So good" to "So veg, so good."
(Source: http://www.businessinsider.in/KFC-Creates-A-Veg_Menu-ForIndia/articleshow/33542403.cms)
Identify the stimulating creativity in these fast food restaurants:
a. Reverse brainstorming b. Entrepreneurship

c. Kaizen d. Enovation
e. Creative benchmarking
239. Read the following statements from Forbes magazine and find out the stimulating creativity
which exists in these organizations:
I. At Lockheed Martin, employees developed a number of famous aircraft designs.
II.
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At 3M, employees came up with Post-It Notes.
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III. At Google, Google News, AdSense and Email were developed by employees.
(Source: http://www.forbes.com/sites/danschawbel/2013/09/09/why-companies-want-you-to-become-an-
intrapreneur/)
a. Reverse Brainstorming b. Creative thinking network

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c. Creative overloading d. Creative scenario building

e. Intra premiership
240. Tata introduced the Tata Nano for the price conscious consumer in India in 2009. Tata plans to
launch Tata Nano with extended features in the western market in the name of Tata Europa.
What is the stimulating creativity strategy adopted by Tata in this case?
a. Ex novation b. Intra premiership
c. Reverse brainstorming d. Creative overloading
e. Kaizen
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UNIT 25: EMOTIONAL INTELLIGENCE IN MANAGEMENT
241. A Texas-based Fortune 500 Company had utilized personality assessment tests for candidate
selection for years with little results in reducing turnover in their sales force. After turning to an
emotional intelligence-based selection assessment and EQ training and development program,
they increased retention by 67 percent in the first year, which when calculated added $32
million to their bottom line and reduced turnover costs with increased sales revenues. (Source:
http://www.zeroriskhr.com/articles/emotionalintelligence.aspx) Emotional intelligence quotient
or EQ is a term highly used in the past decade by the Human Resources department. Emotional
intelligence Quotient screening tests are conducted for a candidate during interviews to assess
his competencies and place him for the right role. It is observed that productivity has increased
among employees having high EQ score. What does the term Emotional Intelligence Quotient
(EQ) mean?
a. The capacity for knowledge and the ability of a person to acquire it.
b. The capacity for reason and abstract thought.
c. The capacity of a person to evaluate, judge and comprehend relationships.
d. The ability that a person has to recognize his own behavior, moods, and impulses and
manage them effectively as the situation demands.
e. The ability of a person to learn about, learn from, understand and interact with the
environment.
242. The Mayer-Salovey-Caruso Emotional Intelligence Test (MSCEIT) is used to test the Emotional
Intelligence Quotient (EQ) of an employee through a series of tests for both experiential and
strategic skills. One of the tests contains faces, landscapes and designs. What is the ability of
the employee being checked in this type of test?
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(Source: http://www.cjwolfe.com/ MSCEIT%20Resource%20Report.pdf)
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a. Using emotions - the ability to create emotions and to integrate your feelings into the
way you think
b. Perceiving emotions – the ability to correctly identify how people are feeling
c. Understanding emotions - the ability to understand the causes of emotions
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d. Managing emotions - the ability to create effective strategies that use your emotions to
help you achieve a goal
e. All of the above
243. In 1983, Harvard psychologist, Howard Gardner, in his book “Frames of mind”, has outlined
eight types of Multiple Intelligences (MI). The MI theory claims that all human beings have
any of the eight intelligences to a larger extent and that defines a person‟s intelligence profile.
(Source: http://www.forbes.com/sites/travisbradberry/2014/01/09/emotional-intelligence/)
The ability of a person to understand people‟s intentions, motivations, and desires and who can work
well with people comes under:
a. Linguistic intelligence b. Spatial intelligence
c. Interpersonal intelligence d. Intrapersonal intelligence
e. Naturalist intelligence
244. A leader is one who is optimistic – even in the face of failure, has a strong drive to achieve, and
is committed to the organization. He has a passion to work with people for reasons that go
beyond money or status and a penchant to pursue goals with energy and persistence. Which one
of the five personal and social competencies of emotional intelligence quotient given below,
does the leader have?
a. Self-management b. Self-awareness
c. Social awareness d. Relationship management
e. Empathy
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245. Emotionally intelligent people know how to manage their emotions and try to maintain
positivity in the workplace. They are people who prefer to be calm, contented and in control of
situations. From the below list which is the quality that defines emotionally intelligent people?
(Source: http://www.forbes.com/sites/travisbradberry/2014/03/26/9-things-emotionally-intelligent-
people-wont-do/)
a. Emotionally intelligent people do not say „Yes‟ unless they really want to
b. Emotionally intelligent people are bogged down by others‟ mistakes
c. Emotionally intelligent people set perfection as their target
d. Emotionally intelligent people live in the past
e. Emotionally intelligent people cannot handle crisis
246. Job seekers tend to focus on their professional skills when they apply for a job. But recruiters
want employees who are experts in their field, with both IQ and EQ. More than the Intelligent
Quotient (IQ), it is the Emotional Intelligence Quotient (EQ) which employers hunt for in
prospective candidates. This is so, as high EQ helps individuals build and maintain relations
with co- workers and increases level of sensitivity towards others. People who maintain a calm
composure during tense situations can handle situations better and find solutions better unlike
those who get hyper easily. Companies look for an EQ - IQ ratio of approximately 80:20 in
potential candidates as they believe IQ can be built, but EQ is often inbuilt. Which interview
question below helps to evaluate the EQ of a candidate?
a. Describe a project where you were a part of a team. What was your role and
contributions?
b. Can you describe your past employer?
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c. Why have you applied for this job which is offering a lesser salary than your previous
job?
d. What are your hobbies and interests?
e. All of the above
247. Emotional Intelligence Quotient helps an employee to combat stress; enchances team output and
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aids in peer learning. Good workplace relationships develop and create job satisfaction and
emotional balance in the employee‟s life. Which of the following is a positive emotion in the
workplace?
a. Grapevines and computer flaming b. Optimism and emotional resilience
c. Opinions not valued or listened d. Lack of confidence and fear of failure
e. Passive, aggressive communication
248. In the book, “Working with Emotional Intelligence”, Daniel Goleman makes a comparison
between Emotional Intelligence and workplace performance. He found that 67% of all
competencies deemed essential for high performance were related to Emotional Intelligence. In
addition, one‟s Emotional Intelligence mattered twice as much as one‟s technical knowledge or
IQ for this high performance. A good organizational culture and a good leader can enhance the
performance of an organization. What qualities does a leader exhibit in improving performance
of his team members from the below instances that displays his Emotional Intelligence
Quotient?
(Source: http://www.washington.edu/admin/hr/pod/leaders/orgdev/alliance/articles/EQ_Craemer.pdf)
a. Keep lines of communication open even when frustrated
b. Focus not only on tasks but the persons involved in the tasks
c. Getting to know, who they are, what they value and how they like to work
d. All of the above
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Amadori, a leading company in the Italian agro-food sector is an innovative company and industry
benchmark in meat processing. It supplies poultry to McDonalds in several countries in Europe. The
turnover in 2011 was around 1.2 billion Euros and has over 6000 workers in their industrial plants and
subsidiaries in all its branches in Italy. In 2008, the HR team wanted to integrate Emotional Intelligence
into the company‟s culture and began training its managers on EQ. The goal of the training was to
provide Emotional Intelligence skills and insights in handling complex changes expected to happen in
the organization. The training was based on three factors: Emotional Intelligence, organizational
engagement and performance. (Source: http://www.6seconds.org/2013/04/03/amadori-case-
engagement-emotional-intelligence/)
249. Identify how the company benefitted by training its managers on people management and
Emotional Intelligence?
a. Better performance scores b. Enhanced employee engagement
c. Improved bottom-line results d. Drop in employee turnover
e. All of the above
250. As mentioned in the case above, organizational engagement, emotional intelligence and
performance go hand-in-hand. Higher bottom line results with higher organization commitment
have actually enhanced the overall performance in the organization. Likewise, the organization
provided the right climate for the employees to perform and succeed. Which are the factors in
the organization climate that drive employee engagement, emotional intelligence and
performance? I
a. Employer-employee trust : take risks, innovate and go beyond comfort zones
b. Motivation: high energy, enthusiasm and commitment
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c. Teamwork: collaboration and communication
d. Execution: focus and accountability
e. All of the above
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251. A survey conducted by Workforce Solutions Group at a college finds that more than 60% of the
employers complain that applicants lack interpersonal skills. Another employer survey
conducted by a staffing company, Adecco, says in a statement „44% of respondents cited lack of
interpersonal skills which is the biggest gap among candidates.‟ Companies now-a-days are
concerned with both organizational and interpersonal proficiency among its employees. What
characteristics should a candidate NOT possess to be interpersonally proficient?
(Source: http://www.thefiscaltimes.com/Articles/2014/01/29/Surprising-Reason-College-Grads-
Can-t-Get-Job)
a. Conflict – creation techniques b. Communication, critical thinking
c. Problem-solving and decision making d. Creativity and collaboration
e. Planning and prioritizing work
252. 35-year old Shiv Tyagi is a natural leader. He is brilliant, creative, energetic and assertive. He
is a strategist and financial genius. He has grown up the ladder quite fast because of his key
business instincts and proven bottom-line results over the years. He is working for an
international consumer durables division which has extensively advertised a new product in the
market. Shiv realizes that the production of the product has faced a major setback, customers
are furious for orders not being fulfilled. The company‟s image has plummeted as the news
went public in the major leading newspapers. Which essential interpersonal competency should
Shiv Tyagi have possessed that could have prevented this crisis?
a. Intellect b. Intolerance
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c. Group dynamics d. High ambitions
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e. Attitude
253. Effective communication is an important component of professional success for all levels –
intragroup, intergroup, superior, organizational or external. It just doesn‟t mean having a good
vocabulary, accent, tone, pitch, voice or modulation. Great leaders are found exceptionally
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good in effective communication. They influence the listeners‟ emotions and aspirations. The
message is conveyed in such a way that the audience feels deeply influenced and involved.
How does effective communication develop interpersonal relationships?
a. Builds trust, integrity and commitment
b. Improves understanding due to clarity, brevity and specificity
c. Transfers ideas, aligns expectations, inspires action
d. Confronts, challenges and develops the team
e. All of the above
254. An organization should create an atmosphere of openness for its employees with clear lines of
communication. Leaders in the organization should lead by example, be ethical, share
information completely and stay receptive to both good and bad news. What qualities of a
leader improve interpersonal skills in its employees?
a. Lead yourself first – be disciplined, committed, and determined
b. Cast your vision – have a vision and communicate it effectively
c. Lead others – understand, motivate and empower others
d. All of the above
255. „People skills or soft skills + technical skills = Professional success.‟ Linn Taylor, a workplace
expert and author says. “Employees who are aware of the „human factor‟ in the workplace
understand how to get things done. An ounce of people sensitivity is worth a pound of cure
when it comes to daily human interaction and mitigating conflict.” Developing interpersonal
skills reduces bad behavior at the office, relationships develop through diplomacy and trust
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improves corporate productivity, job satisfaction, employee contribution and loyalty. What
steps are to be taken for developing interpersonal skills?
a. Asserting – listen and be heard
b. Convincing – rationally and logically
c. Negotiating – Compromise and concession
d. Bridging – listening and facilitating
e. All of the above
David Sandler, a consultant and conditioning coach observed that “People make buying decisions
emotionally….” It means a sales person has to explain about the product to make him emotionally
involved leading to a purchase. Sandler used the theory of Transactional Analysis (TA) for sales training
called „Sandler Selling System‟. TA theory defines three ego states that influence our behavior - the
Parent, the Adult, and the Child.
(Source: http://www.efconsulting.sandler.com/pressitems/show/2307/432)
256. Which one of the following statements identifies the Parent Ego state?
a. Ego state where information is stored and can distinguish between good and bad, right
and wrong, appropriate and inappropriate
b. Ego state is the logical, analytical, rational part of our behavioral framework
c. Ego state where the emotional part, that is where feelings are stored
d. Ego state where many decisions originate
e. Ego state is the source of emotions, recreation, spontaneity and intimacy
257. “People make buying decisions emotionally and justify those decisions intellectually.” „Sandler
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Selling System‟ has Budget and Decision steps to satisfy the intellectual aspect of the decision.
From the salesperson's perspective, these are qualifying steps; but from the prospect's
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perspective, these steps provide an opportunity for the Parent and Adult to be involved in the
process. They get to specify under what conditions the buying decision would be considered
appropriate and logically sound. Identify the Adult Ego state that reacts during a sale.
a. I want to buy the product
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b. Do you really need this? Are you sure you‟re not acting too impulsively?
c. Okay, this seems to be the right thing to do, you can make the purchase.
d. After weighing all the information, the purchase makes good sense.
e. Yes, this is what I want.
258. When a message is sent from an ego state and expected to be received back in the same ego
state, sometimes it is sent back from a different ego state. Recognize the crossed transaction in
this case.
For example: “The deadline is tomorrow. We‟ll need to stay an additional half an hour to
give another check before we upload.”
“What do you mean „we‟? If you did not leave things unattended till the last minute, this
would not have happened.”
a. Critical Parent - Adapted child b. Adult - Critical Parent
c. Nurturing Parent - Critical Parent d. Adult - Adapted child
e. Nurturing Parent - Adult
259. Sirigowri, a manager in a hardware company, has worked the hard way over the years in the
company and is expecting a promotion soon. She had taken this job knowing that she was more
than qualified, handled difficult projects which no one wanted to venture into and also mentored
her team in successfully reaching the targets. But sometimes even after performing to the
maximum potential there might be one hindrance in the job – Games people play – known as
„Office Politics‟. Sirigowri learns that when all the people around you are in the game with
ulterior motives, it is difficult to avoid being a part of it. Office Politics can also lead to
negative consequences in her career. So Sirigowri has to develop competencies to work it out
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ethically to her best advantage. How can Sirigowri obtain the desired outcome by playing the
game?
a. Social wisdom – developing communication and relationships with people you work
b. Interpersonal interaction – recognize the movers and shakers in the organization
c. Capacity to network – with influencers, associates and supporters
d. Authenticity – build authentic connections and establish confidence
e. All of the above
260. Donald John Trump, Sr. is an American business magnate, investor, television personality and
author. He is the Chairman and President of The Trump Organization and the Founder of Trump
Entertainment Resorts. He is considered to be a highly successful leader who has set new
standards of excellence in business. He believes in centralized decision- making and wields
absolute power. He is known to have keen observation including the minutest of details and
takes ideas only from a select few. Although he is considered a tough boss, he is respected and
liked by his employees. Applying transactional analysis to understand leadership style, where
does Donald Trump fit into?
a. Consultive b. Democratic
c. Autocratic d. Free-reign
e. Participative
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UNIT 27: LEADERSHIP AND CHANGE MANAGEMENT SKILLS
261. Microsoft‟s Bill Gates is the most exemplary leader who had a vision that every home should
have a computer running Microsoft software. He was the first person who saw the potential of
Personal Computers and Software as a business. He started with BASIC and then seizing the
opportunity, expanded into operating system and server software. Bill Gates is a good example
of leading change, where there is dissatisfaction at the present, and a vision of how things
should be and the idea of the first steps that needs to be taken. What is the most suitable
leadership skill that emulates Bill Gates from the options below?
a. Encouraging creativity and analyzing market conditions
b. Focusing on the task and not on individuals
c. Communicating on a need-to-know basis
d. Making decisions and then asking for feedback
e. Not enforcing stringent standards
262. Steve Jobs, Co-founder, CEO and Chairman of Apple Inc., is considered as a pioneer of the
“personal computer revolution.” He has made a great mark in the computer and consumer
electronics fields, transforming from computers and smart phones to movies and music. He had
a clear vision, a passion for the company and its people, and the power to inspire trust. He was
considered as a hard taskmaster and would be abusive at times to attain the desired perfection
from his employees. His leadership style is often described as profound and mercurial. His
other qualities were the ability to convey excitement and generate enthusiasm, self-confidence,
communicating key points simply, celebration of success, articulating a clear strategy, and
setting challenging goals. Based on the style of decision-making, what kind of leadership style
does Steve Jobs exhibit?
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a. Skeptic b. Follower
c. Thinker d. Charismatic
e. Persuading Skeptic
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263. Martha Stewart‟s Living Omni media Inc. (MSLO) is a diversified media and merchandising
company organized into four business segments: Publishing, Internet, Broadcasting media
platforms, and Merchandising product lines. MSLO's business holdings include a variety of
print publications, television and radio programming, and e-commerce websites. She was a
highly successful business leader. In 2002, when the US Securities and Exchange Commission
accused her of violation of insider trading. This led to a lengthy investigation by the Justice
Department leading to the fall in the share price of MSLO and cancellation of her television
program. The company‟s losses mounted and she was convicted for five months. After her
release, she single-handedly and meticulously rebuilt her empire. She started paying
personalized attention to every detail and became demanding of her staff. She now has low
tolerance for ambiguity, is aggressive and operates with tight controls. Although she is
efficient, she has to achieve results and gain the confidence of her shareholders. She allegedly
treated people as commodity and critics opine that she would not have reached the brink of
bankruptcy had she managed her people better. Based on style of decision-making, what kind of
leadership style does Martha Stewart exhibit?
a. Skeptic b. Charismatic
c. Follower d. Thinker
e. Controller
264. The key to successful leadership is to lead by example, inspire and motivate the employees to
perform during crisis situations. After 9/11 terrorist attack in the USA, a Government order to
shut down airlines was received by Southwest Airlines, which is known for its outstanding
customer service. Southwest Airlines‟ passengers, pilots, flight attendants, stewards were
stranded in all places of the USA. The implications in the Government order forced other
airlines to cut staff. James Parker, CEO of Southwest Airlines, thought otherwise. He
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encouraged the employees to leverage their trademark fun approach to entertain the passengers
in movie halls and bowling alleys. James Parker, just after three days of the 9/11 crisis
announced that the entire staff would be retained and would be eligible for payment in profit
sharing. James Parker protected his staff which then became the strongest airline. What
motivational characteristics are observed in James Parker‟s working style?
a. Demanding, troublesome and defiant by nature
b. Share the burden of risk, motivate by caring and setting challenging goals
c. Take independent decisions, be talkative and enthusiastic
d. Fear for the worst and create insecurity in the minds of employees
e. Become emotional, unable to take risks and make decisions
265. Equipment manufacturers sold 80% of their product volumes in brick and mortar stores. But
now-a-days, online retailers have been able to capture the consumer market in IT and mobile
sales. The traditional channels are simply not able to compete with the services offered by
online retailers like home delivery, cash-on-delivery, easy accessibility, hassle free shopping,
and huge discounts. Due to high purchasing power of the urban people, the e-tailers are able to
garner huge revenue in a few seconds. The traditional marketers fear brand dilution, price war
and channel conflict. A new kind of conflict has emerged between original equipment
manufacturers, traditional retailers and online retailers. The industry needs to resolve this
conflict. What conflict resolution skills are required in this case?
a. Try to force compliance b. Work to develop individual payback
c. Work to develop common agreement d. Separate yourself from the situation
e. Accept the competition I
266. Leadership behavior depends on dynamic changing situations both internally and
externally. In his book, Pour Your Heart into It, Starbucks CEO Howard Schultz (1997)
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says, “If I hang my hat on one thing that makes Starbucks stand out above other companies, it
would be the introduction of „bean stock.‟ With it we turned every employee of Starbucks into a
partner.” Schultz goes on to say that privately held companies, such as Starbucks in the earlier
days, didn‟t have employee stock plans. But continues Schultz, “My goal was to link
shareholder value with long-term rewards for our employees. I wanted them to have a chance to
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share the benefits of growth, and to make clear the connection between their contributions and
the growing value of the company.” What is the leadership tactic Starbucks CEO Howard
Schultz is employing in this case?
(Source: http://www.stuffofheroes.com/leadership_style_vs%20leadership%20tactics.htm)
a. Involvement tactic b. Negotiation tactic

c. Persuasion tactic d. Repudiation tactic
e. Redirection tactic
267. The only thing constant about business is change. This change can directly affect employees
who exhibit resistance to change. The resistance to change can be fairly subtle to being highly
defiant. A company was facing losses and had to reduce expenses by consolidating some
positions, firing some people, putting some projects on hold and cancelling a project. This has
resulted in hostile and ruthless behavior by the employees. What can be the reasons for
employees resisting this change?
a. Increased responsibilities b. Personal growth
c. Better package d. Fear of the unknown and job insecurity
e. Good working conditions
268. Starbucks is a global brand with a rich heritage in coffee, long-standing values, known for its
good ambience and being consistently convenient to its customers. The company restructured its
leadership in early 2014. The CEO, Howard Schultz appointed his CFO Troy Alstead as the
COO, as Howard wanted to focus on innovation and strategic initiatives. The new COO would
be responsible for the financial and day-to-day operations of the world‟s largest coffee
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company. Howard also restructured the Heads of the other three regions (Americas, Europe
Middle East and Africa, China and Asia Pacific) as well.
Howard is particularly interested in making the Starbucks brand thrive as more and more people are most
of the time connected online and inter-connect to the world through smart phones. As customers are
shopping online, he observed that there is a reduction of mall traffic which leads to lesser business in his
coffee shops. Howard plans to build upon the existing mobile payment system and introduce some pilot
programs like „tweet-a-coffee‟ where Twitter users can send $5 Starbucks cards to their friends. Loyalty
cards increased Starbucks revenue by $1 billion in the last quarter of 2013 and 10 million of its
customers used digital payment app leading to 5 million transactions per week. Change in leadership
was intended to accelerate its innovation and growth. Which of these innovation strategies should the
leaders adopt to elevate the coffee experience to its customers all over the world?
a. To focus on the three-region operating model and local relevancy

b. To increase the speed of decision making and to deliver regional and channel-specific
brand-alignment and breakthrough innovation
c. To develop and integrate a dynamic brand experience to customers
d. To drive for greater economic and operational efficiencies leading to greater financial
creation
e. All of the above
269. Tylenol is an over-the counter drug used as a painkiller with over one million users. Johnson
and Johnson earned 19 percent profits selling Tylenol during the first three quarters of 1982.
Tylenol accounted for 13 percent of Johnson & Johnson's year-to-year sales growth and 33
percent of the company's year-to-year profit growth. Tylenol was the absolute leader in the
painkiller field accounting for a 37 percent market share. During the fall of 1982, a few persons
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replaced Tylenol extra-strength capsules with cyanide-laced capsules, re-sealed the packages,
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and deposited them on the shelves of at least half a dozen pharmacies, and food stores in the
Chicago area. Seven unsuspecting people consumed these capsules leading to their death.
Johnson and Johnson had to explain to the world why their trusted product was killing people.
What is the type of crisis faced by the company in this case?
(Source: http://www.ou.edu/deptcomm/dodjcc/groups/02C2/Johnson%20&%20Johnson.htm)
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i. Sudden crisis
ii. Smoldering crisis
iii. Criminal crisis
iv. Product failure
v. Management Turnover
a. II, III and V b. I, II, and IV

c. II, III, V d. I, II and V
e. III, IV, V
270. Flipkart organized Big Billion Day Sale on October 6th, 2014 which brought $100 million in
revenue in only 10 hours. But Flipkart also faced a huge number of customer grievance
complaints on technical glitches and price anomalies. Flipkart is also facing government
scrutiny, complaints from traders for undercutting prices and adversely affecting competition.
A probe by Competition Commission of India and Enforcement Directorate alleged violation of
Foreign Exchange Management Act might also have happened. Karnataka Government wants to
impose VAT (Value-Added Tax) on third-party goods stored in e-commerce warehouses. What
steps should Flipkart take to resolve this sudden crisis?
(Source:http://www.rediff.com/business/report/big-billion-day-sale-cost-flipkart-big-govt-takes-
notice/20141009.htm)
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i. Identify the chain of command who can deal with the causes of crisis
ii. Effectively communicate strategies to overcome crisis
iii. Admit that the company is not ready to handle crisis
iv. Stay away from such foolhardy disruptive attempts
v. Better preparation to handle technical glitches and stock issues
a. II, III and IV

b. I, IV, and V
c. I, II, and V
d. II, III, and IV
e. I, III, and V
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UNIT 28: MULTI-CULTURAL COMMUNICATION SKILLS

271. Dutch socialist Geert Hofstadter developed an index called Power-Distance Index (PDI) that
measures the distribution of power and wealth among people in a nation, business or culture.
This simply shows how much a culture values hierarchical relationships and respect for
authority. Arabic speaking countries, India, China and Russia have high PDI index whereas
Japan, Australia and Canada score low in PDI. If a person moves from a low PDI to high PDI
country, how should he adapt to its work culture?
a. Accept informal mannerisms and etiquette with less protocol
b. Show respect and reverence to the higher-ups
c. Follow authoritarian management style
d. Employ inclusive management style
e. Both a and d
272. Hofstadter developed another index called „Individualism vs Collectivism‟ which is a score that
shows how the cultural dimension of the country emphasizes the rights of the individual to that
of the group (company, tribe, family, etc.) USA and Western Europe score highest in this index
where individual achievements are emphasized. China, Korea, Japan have a strong group
mentality both at family and work. What traits are commonly observed in a country whose
index is higher in Individualism?
a. Person‟s identity revolves around „I‟, pursues individual goals at the expense of others
b. Individual desires and aspirations are curbed for the good of the group
c. Laws to protect rights and choices of the individual be it in personality, clothes, music
d. Both a and c
e. Both b and c
273. High context and low context cultures are terms coined by anthropologist Edward. T.Hall in his
book „Beyond Culture‟. It determines a culture‟s tendency to use high-context messages over
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low-context messages in routine communication. In high context cultures, many things are left
unsaid, choice of words is important and a few words convey complex messages very
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effectively. Messages are understood through context, nonverbal cues, and between the line
interpretations. Which among the following is NOT followed by low-context cultures for
communication?
a. Taking decisions based on long term relationships
b. Messages need to be explicit and specific
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c. Task centered, decisions focus on tasks to be done

d. Short term Interpersonal connections
e. Rule oriented, people play by external rules
274. In synchronic cultures, time is viewed as an entire circle; inter-related with past, present and
future. The past brings in a context to understand the present and prepare for the future.
Relationships stand the test of time and not involving friends and family in business is
considered disloyal. This perspective indicates how organizations in those cultures view
deadlines, think strategically, develop talent and plan for long term. Usually people in
synchronic cultures multi-task. Identify the country that does NOT follow synchronic culture
from the list provided below.
a. India b. Japan
c. USA d. China
e. Saudi Arabia
275. When George Bush visited Australia when he was the President, he held his two fingers in a „V‟
sign. The symbol is widely understood in both countries but in the USA „V‟ denotes good will,
victory, and solidarity while in Australia, it is interpreted as a rude, sensual meaning. What is
the multi-cultural skill that is required to be understood in this case?
a. Kinesics b. Proxemics
c. Haptics d. Chromatics
e. Chronemics
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276. An American woman was delighted after a meeting with a Japanese supplier to agree to her
price quotation. A few days later, she received a mail requesting details about the price. The
businesswoman recalls the „Um – hmms‟ and „Yes‟ in the meeting. The Japanese even nodded
and smiled at her proposal. What does the American businesswoman not understand about the
Japanese response of „Um – hmms‟ and „Yes‟?
a. Prefer not to say „No‟ b. „Yes‟ may actually mean „No‟
c. We‟ve to think more about this d. We don‟t want to fall out with you
e. All of the above
277. Silence is considered as an important part of discussion and indicates good listening in some
cultures while other cultures consider silence as something negative which needs to be avoided
in a discussion. Which country‟s culture among the list below considers silence as an important
part of discussion?
a. Brazil b. India
c. USA d. UK
e. France
278. Erin Meyer, Professor at INSEAD, a European business school and author of „The Culture Map:
Breaking through the invisible boundaries of global business‟ quotes a Russian woman saying,
“My American colleagues send me these emails with no greeting. They jump right into telling
me what they want from me and then they sign their emails with their initials. When I get these
emails I say to myself, „Don‟t they care enough about me to write a simple greeting? Don‟t they
care enough about me to even take a second necessary to write their name?‟”. What is the
cross-cultural difference perceived by the Russian woman with her American colleagues?
a. Task-oriented culture
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b. Respect for people‟s time
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c. Inefficient email writing etiquette d. Lack of courtesy and consideration
e. Both c and d
279. An Iranian razor manufacturer used the brand name “Tiz” meaning „sharp‟ in Persian, but when
he sold it in Qatar, the sales presumed did not happen, because “Tiz” in Arabic slang meant
„buttocks‟. What is the cross-cultural issue faced by the Iranian manufacturer in this case?
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a. Language issues b. Cultural issues

c. Product issues d. Marketing issues
e. Packaging issues
280. The workplace is increasingly becoming diverse and being competent with multi-cultural
communication is more than a necessity. Dr. Linda Beamer has developed a model where inter-
cultural communication can be learned/ taught. She says that, "The best way to understand
intercultural communication is to focus on the decoding process and the role of perception in
communication". People during inter-cultural communication should be aware of the “values,
attitudes, beliefs and behaviors”. Read the statements given below and identify the level from
Beamer‟s model of cultural fluency which describes this competency.
i. Arabs may stand closer while speaking
ii. Chinese will refuse hospitality when offered first
iii. Australians generally prefer direct eye contact
iv. French do not like to be asked personal questions
v. Germans are highly time-conscious
a. Acknowledging diversity b. organizing information by stereotypes
c. Questioning the stereotypes d. Analyzing communication episodes
e. Generating „other culture‟ messages
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Multiple Choice Answers
UNIT 1: FUNDAMENTALS OF COMMUNICATION
1. d- Activity which defines behavior and conveys information through gestures, speech and -
writings
Communication is the activity of conveying information between two or more persons, exchange of
ideas and thoughts, thus defining behavior of the person involved through gestures, meaningful
speech and writings.
2. b – Sender, receiver, channel, message, interference, feedback and context.
3. c – Verbal and written communication
It includes oral, nonverbal, and written communication.
4. d – Meetings, face-to-face interactions, presentations, conferences
These are means of communicating orally.
5. c – Character
The 7 C‟s of communication are clarity, conciseness, completeness, concreteness, credibility,
courteousness, consistency.
6. d- Channel
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Sender sends the information to the receiver through various channels of communication like
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emails, voice messages, SMS (Short Message Service), telephone, etc.
7. b – Complexity of the message
It helps to choose the right channel for communication to make it comprehendible to the receiver.
8. c – Being assertive and persuasive
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Speaker needs to be motivating, can be persuasive and assertive without being aggressive.
9. a- Peers
Knowledge of the subject and context defines effective communication among peers.
10. e. Increases grapevine
Effective communication helps in increasing interpersonal relationships and decreases grapevine.
11. a – Feedback to be obtained in the next two days
In written communication feedback is generally not immediate whereas in oral communication
feedback is the reaction of the audience.
12. c – Transparent
In any organization, feedback should be transparent and constructive among all employees both
while receiving and giving for obtaining the organization goals.
13. b - Instigate
Primarily communication is required to inform, convince and request. Communication to instigate
causes conflicts between employees, teams, and the management.
14. a – Assumption of the sender that the receiver can understand the message
Any communication should be audience centric; hence it is important to understand the level of
knowledge of the receiver, technology he uses and the situation when he reads the message.
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Multiple Choice – Answers and Explanations
15. b- Active listening, answering questions and obtaining feedback

Responding to questions and obtaining feedback is the best way to avoid communication barriers
and be sure that the message is passed through.
16. d – Both in the mind of the listener and the speaker
Filters and perception which act as communication barriers can occur both in the minds of the
listener and the speaker.
17. d – All of the above
The message should be precise, accurate, concise and easily understood by the receiver and the
action desired has to be performed.
18. a – Use simple language and explain with examples
When you are speaking to a heterogeneous audience, care should be taken on making it interesting
and understandable with simple language equipped with examples.
19. b – Hidden negatives
The CRM (Customer Relationship Manager) should focus on „You‟ attitude, language without any
bias and positive emphasis but not on hidden messages.
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UNIT 2: NONVERBAL COMMUNICATION

UNIT 3: LISTENING
20. e – Sending and receiving wordless cues from people
Nonverbal language is defined as the means of communication where in there is an interaction
between the speaker and the receiver through nonverbal cues.
21. a – The message conveyed was complete
The nonverbal and verbal language of the speaker is observed as one unit and helps the receiver in
comprehending the message much better.
22. e – ‗How‘ to express than ‗what‘ to express
Paralanguage is defined as how the message is being said than what the message contains which
includes tone, voice modulation, hand gestures, facial expression, body orientation, etc.
23. a – Body language
Body langugage is not paralanguage; how a message is said involves the voice modulation,
language, tone and rate at which the speaker speaks.
24. c – Active listening
When the listener understands the crux of the message along with the feelings and tries to restate it
in his own words.
25. d – Evaluative listening
Evaluative listening happens when you are a judge in the discussion and are trying to analyze the
information.
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26. b- The listener tries to exhibit some non-verbal cues without her knowledge while paying
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attention to the speaker which the speaker can evaluate
Active listening does involve verbal and nonverbal language cues by both the speaker and the
receiver and actually provides the speaker with immediate feedback.
27. c– Fiddling with objects or moving around
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It signifies the interviewer is not paying attention to the candidate‟s answers and the candidate has to
make his answer concise and clear.
28. b – Empathetic listening
It is employed when you are trying to understand the feelings of the speaker without any prejudices.
29. a - Personal space
Every human being is entitled of at least 2ft of personal space around him. Listening to other
person‟s conversation is a violation of his personal space.
30. b – Mono Chronic time culture
Chromatics is the study of time, an important aspect in nonverbal communication and is culture
specific like polychromic and monochromic cultures; Germans, Swiss and Americans give high
importance to time schedules, tasks and getting the job done.
31. e – Resting her back and sitting comfortably
Resting on the back, not on the edge of the seat, using hand gestures and maintaining eye contact
conveys the level of confidence of the candidate to the interviewer.
32. c – Chromatics
Britishers are very specific about dressing and prefer light colored shirts and suits for all formal
occasions, irrespective of the day of the week. Only Americans and Canadians have now begun to
accept Friday dressing which is more like a casual wear.
33. a – Emblems
Emblems are gestures (hand signals, facial expressions) used by almost everyone but the meaning
might vary across cultures and hence very culture specific.
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UNIT 5: NEGOTIATIONS
34. b – Appreciation and Support

Handshakes can also provide signals like dominating, supportive, sincere, nervousness and in this
case a superior while shaking had also patting signals appreciation and support in future.
35. e- Using descriptive ―I‖ language
Speaker is trying to make the employee realize that his coming late is unacceptable and judge-mental
and the second sentence is descriptive and non-judge-mental.
36. b – Your report here suggests that among the three possible locations, the second is more
feasible, could you elaborate on the second once again?
Interpersonal relationships can develop when you have an open mind and listen to new ideas and
suggestions. A closed mind indicates that your mind is made up and there is no further discussion
which might affect the morale of the speaker.
37. a – Her Manager disapproved ideas and suggestions
Managers should treat the team as one unit and try to motivate them to perform better. If the
manager is closed-minded, has air of superiority and controls others because of his powers reduces
the productivity of the team.
38. c – By collaborating
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Collaborating with the Manager and resolving any conflicts thus building trust and a long-term
relationship.
39. b – Win-win
As it is mutually beneficial, negotiate on the price of the product, expect quality and in return you
can recommend to some other customers. The company also benefits in a long-term approach and
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healthy relationship with its customers.

40. c - Compromise for a hike of 12%, with performance based incentives and benefits
Compromise is a better solution better than a lose-lose solution, or a win-lose solution when you
observe that it works well for both parties.
41. e- Win the confidence of the customer and be transparent about the benefits the customer
is going to receive
The customer is the king and any inconvenience caused due to manufacturing defects can create a
major problem, which might prove costly to the company with a loss of reputation. So the dealer
has to be instructed to win the confidence of the customer and convey the benefits he is going to
avail.
42. b - List out the issues at hand, be assertive of what expectations are from the team
Being assertive is better than being aggressive as win-win is better than any other forms of
negotiations. However, you can state your expectations in an assertive and firm manner so that he
does not spoil the ethics and decorum of the team.
43. a – Conversation and negotiation skills
State your problems to the right person and negotiate to get the work done, sometimes you need to
accommodate and compromise and then get your task done in an amicable manner.
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UNIT 6: INTERVIEWING
44. e – Counseling interview

Sometimes employees listen to others and act in a manner that is against the ethics of the
organization. The employees might require to be counseled and sometimes the management has to
work towards solving their problems.
45. d - All of the above
The interviewers try to assess the candidate in a 360-degree review format where open-ended
questions are asked and the candidate‟s worth is tested for that position.
46. a - If you were asked to work for extended hours and during weekends, would you?
The other questions are closed ended questions with a Yes or No answer. The first question tries to
test the candidate‟s flexibility, responsibility, adaptability along with his attitude and behavior.
47. b - Research about the company
Research about the company to know the organization, products, policies, customers, work culture;
builds confidence in the candidate. The candidate should wear formal clothes, carry copies of all
essential documents and should not smoke before he goes in for the interview.
48. d - Which religion do you belong to?
Answering questions not related to the job and questions regarding religion, caste, marriage need not
be answered and politely refuse to answer such questions. Illegal questions cannot be asked by the
interviewer.
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49. c- Performance appraisal Interview
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Performance appraisal is where the contribution of the employees is viewed through various means,
360-degree appraisal being one of them. It is the onus of the managers to be impartial in their
ratings even though it may result in heartburn.
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UNIT 7: GROUP COMMUNICATION
50. d - Cross-functional team

Cross-functional communication is essential for all the departments to function as per schedule, for
eg. if the production team requires raw material they need to communicate with the purchase
department.
51. c- Perception and Self concept
Since the group is newly formed, each member in the group should know how to function, what kind
of goals to be set and how to work towards it. Each member in the group should also know how to
interact with others in the group without any conflicts.
52. b – Withdrawing
It is a self-oriented role that can be observed within a team when a member tries to remain aloof, be
silent or refusing to cooperate within the team.
53. e – Any of a, c & d
Reflective thinking, Brainstorming and nominal group technique – young mothers can pool in to
express how this problem can be solved through many ideas. These ideas are recorded, analyzed
and a solution most feasible is adopted.
54. b – Self oriented team members
Self-oriented team in which individuals work on the task given and fail to participate in a discussion
and disturb group dynamics by stressing on their own ideas. Self-oriented team members are usually
attention seekers.
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55. d - Both a & b
Positive team bonding did not arise as there was poor communication within the team members and
team was divided based on regional and language lines.
56. a – Groupthink
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Groupthink is a behavior of the team members not objecting by accepting what is being told to them
for fear of being detested. The supervisor forced the team members to follow his instructions and
accept his decision.
57. e – a, b & c
The manager was not interested to know the new methods of analysis because he has the baggage of
experience and blockers in his mind thinking that he may not be able to gain respect of this young
team and tried to be authoritative than being supportive and be in sync with his team members.
58. c – Compromising
It involves all members to compromise on one decision, and this strategy can be used when the
stakes are not high as is in this case.
59. d – Accommodating
Sometimes people in a conflict can simply move off from the situation and give way to others in
certain situations.
60. d – Both a and b
It is the responsibility of the Manager to win the trust of the team by setting achievable goals,
supporting them during problems and awarding them in front of all but criticizing them in private.
The manager should feel proud of the team he is leading and be accountable.
61. e- All of the above
The superior should maintain open-minded communication, develop trust, respond to ideas and take
into account the experience the team has doing the project since she is new to the organization.
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62. a – Take time to understand the Manager, be professional and work as desired by her,
taking care of the deadlines
Peer to Superior relationships do not happen immediately and takes time; it is the duty of each to
understand each other, ask suggestions when required and keep communications clear.
63. b – Competing
Rita should adopt this approach by taking facts and figures of how training has helped in revenue
generation and protest to protect the team from being scrapped.
64. d – Avoid
You know that you have done your work very well and brought a few contracts to the company and
the management recognizes your hard work. So you let the rumors to die down with time and avoid
conflict.
65. a- Change facilitating meeting
The management has to explain reasons why they want to open retail stores in all the metros, look
into the investment, advantages, handle objections and most importantly identify the members who
should attend such a meeting as it involves making decisions.
66. e – All of the above
Any meeting should show yield results leading to action. Hence Neethu needs to follow all the four
steps to make the meeting successful.
67. d – Both a & b
The notice mentioned is not clear to whom it is addressed, it is too informal and message is
incomplete.
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While preparing the agenda care should be taken that the topics are mentioned and discussion time
for each topic to be adequate. The message should follow the 7C‟s of communication.
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Mention the names of the persons who were involved in the discussion and if a decision was made
mention the name of the person who proposed it and who seconded it. Minutes of the meeting are a
record helpful for the company in the future also.
70. b – Raising his hand and indicating that the discussion should come to a close
Chairperson should be the controller and leader of the group and coordinate the meeting without
steering away from the topic and ensuring participation from all its members.
71. a – Be assertive and Signal them to listen to another‘s point of view
Promptly signal him to sit and only speak when given a chance. Be assertive in your body language
and speech that there should be equal participation among all members.
72. e– All of the above
Some challenges are observed while conducting virtual meetings. It is important to observe these
rules before sitting for such a meeting.
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UNIT 8: MAKING PRESENTATIONS – GETTING STARTED
UNIT 9: ORGANIZING AND PRESENTING THE SPEECH
73. b – Informative speech

You are giving the features of the product to your clientele and providing information.
74. a – Geographical location of the customers
The designer needs to make clothes as each place has its unique style and way of dressing.
75. c – Persuasive speech
Persuasive speech is employed to entice the customer for a sale; here it is admission to a college.
76. b – Impromptu delivery
Impromptu delivery is when asked to speak at the spur of the moment without prior time for
preparation.
77. c – Carry the same power point presentation he used at the IT conclave the previous week
Every presentation or speech has to be audience- centric and care should be taken on assessing the
audience beforehand, carrying the same PPT to every set of audience can prove disastrous.
78. e- All of the above
While giving a speech, try to speak slow and emphasize on important points, make it interesting on
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opening some e-books (most sold) and use your body language to convey in addition to your speech.
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79. a – Extemporaneous delivery
It involves research on the topic, preparing the outline for speech, practicing and delivering it in a
conversational manner. You get prior time for doing all the above-mentioned activities before
delivery of speech and are the most desired way.
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80. e –a, c, & d

The speaker‟s tone should be vibrant with the right pace of delivery, pitch and positive emphasis on
certain words with pauses as and when required. Eye contact and facial expressions add to the
meaning of the speech. The audience judges the person on how he carries the opening, the body and
the closing of the speech.
81. b – Nervousness
Sakshi couldn‟t face the audience, started mumbling her memorized speech in a monotonous tone
and was waiting to get away from the stage.
While speaking, it is important to use variable tone, pitch, pace and pronunciation with emotion and
enthusiasm; so that the audience can hear the message and comprehend it.
83. b – Paragraphs on the slide
While preparing the slide choose only to put bullet points of the key words that come under the
topic. Avoid big paragraphs. The audience read the paragraphs and shut themselves from the
speaker.
Visual delivery is as important as voice delivery. The correct posture, gestures that comprehend
your speech, movement on the stage, facial expression and eye contact add to the quality and
likeability of your presentation.
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85. b – Entertainment Speech

Since Harsha can make it an entertainment speech, but when it comes to critical reviews he needs to
emphasize those points rather than only making it fun for the audience.
86. c – Analytical speech
If you are choosing the topic Budget 2014 then you need to analyze the changes in the budget, the
topics you are covering and research before presenting.
87. d - Extemporaneous delivery
It involves research on the topic, preparing the outline and analysis, practicing and delivering it in a
conversational manner. You get prior time for doing all the above-mentioned activities before
delivery of speech and are the most desired way.
88. b –Taking colored cue cards
Preparing colored cue cards gives a hint for which graph which numerical figure corresponds and
aids in your extemporaneous speech delivery.
89. a – Involve audience in the discussion
Analyse to gain the attention of the audience.
90. c – List the key words and assimilate the information
If he is training you, it shows that he has a certain amount of expertise and has authority. You need
to list down some key words and if necessary ask him questions after his speech is over and then
assimilate the topics covered.
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91. b – List down the questions and ask them at the end of the speech
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List the questions, it is not good to interrupt the speaker but later can raise his hand and ask relevant
questions on the topics discussed. Postponing asking questions may lead to further doubts on the
topic and can cause problems.
92. c – The speech is boring
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Indicators from the audience like playing on the mobile, yawning, drawing not maintaining eye
contact, internal talking are signs for the speaker to make his speech interesting.
He can immediately think of quoting examples, showing a video or illustrating an incident.
94. a – Impromptu speech
It involves speaking right at the moment without any preparation.
95. d – Both a & b
While anchoring, they have a prepared manuscript with a lot of research done. Prior time would be
given to practice and present.
96. e – Any of the above
The introduction is the most important part of the speech and speakers can narrate an incident, facts,
quotation, fable or research data/ statistics, opinions to connect to the audience.
97. b – Summarizing the main points
Summarize all the main points discussed and informing them what action you desire after listening
to your speech.
Presentations are preferred in organizations as it is less time consuming to understand the project and
helps in decision-making. Technology also supports the speaker in adding visual impact and gets
the attention of the audience.
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99. c – Analyze the data and present only relevant points

Analysis of the data using suitable software and highlighting most relevant points – substituting with
recommendations is an ideal way when data is presented.
100. a – Plagiarism
Plagiarism is a strict no-no, even if you are doing a literature review, it is important to seek the
permission of the author. Another way of doing it is mentioning the source from where you have
taken the information/ picture/ flowcharts.
101. e – Keep one idea per slide
It is important to keep one idea per slide, use bullet points with just key words, paraphrase the text
and don‟t read, use contrasting colors and do not put both flow charts and graphs on one slide. Slide
management of text visuals and graphic visuals is very important.
102. d – Handouts
You can prepare a handout for the detailed figures of your project and explain using graphs and
tables on the slides.
Sahana has to take all the above steps before she actually presents her plan to the clients.
104. b – Model
You can use model which provides an exact idea of the spaciousness and your design can add better
understanding.
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105.c – Paraphrase the question as an introduction to her answer and resolve the query
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It is important to answer questions from the audience, if it is not heard by the entire group, try to
paraphrase the question as an introduction to your answer and respond to the query.
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UNIT 10: LETTER WRITING: WRITING ABOUT THE ROUTINE AND THE PLEASANT
UNIT 11: WRITING ABOUT THE UNPLEASANT
UNIT 12: WRITING TO PERSUADE
106.a – Enquiry letter

You write an enquiry letter to get the information you desire to buy a policy from the insurance
company.
107.d – Information letter
Information letter conveys the changes in the event and its location. It requests for a confirmation so
that bookings can be made accordingly.
108.e – Complaint letter
You are registering a complaint with the Airlines for loss of your luggage.
109.b- Deductive letter
Deductive letter or direct approach can be used when the respondent is positive, pleased and
receptive.
110.a – Inductive letter
Inductive letter is written when the audience is likely to be resistant to the message where an indirect
approach is made use of and sometimes the receiver is persuaded to perform an action.
111.e – All of the above
When a complaint has been registered, it the responsibility of the company to follow the indirect
approach, consider his needs and if necessary negate his requirements mentioning suitable clauses.
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All of the statements mentioned in the answer hold good.
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112.c – Write a long and detailed response
Write a long and detailed response telling him about the conditions in the guarantee card and try to
develop rapport and goodwill. Try to showcase that service to customers is the primary concern of
the company and apologize for the inconvenience caused.
113.b- Persuasive letter
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You need to provide the information of the glitch in the I Pad and persuade them to get it repaired
with no extra cost to the customer. It is important to win the trust and goodwill of the customer by
sometimes offering some freebies.
114.d- Act and follow what he intends to convey
You want the customers to act immediately and get their gadgets repaired for longer use of the
product.
115.b –Attention, Interest, Desire, Action
It means capturing the attention of the customer, creating an interest, desire a need for the product
and encourage action (completing the sale).
A sales proposal should initiate interest in the mind of the customer. This can be further impressed
upon by the feel of the product/ service practically and then end in a sale.
117.b – A cliché
A cliché does not capture the reader‟s interest, whereas a bargain statement generally gets the quick
attention of the reader.
118.e – Both c & d
While mentioning the price of the expensive product in the sales letter, the sentences should be
tactfully placed, taking care to attract the buyer with the features of the product and then informing
the price in small units and then what the buyer is going to gain if he chooses to buy it.
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119.d – Identify why there is a delay in the dispatch of Gold Room Collection
Before taking any decision on taking any action against the suppliers, you need to identify the delay
in the dispatch and then think of suitable alternatives.
120.a – A neutral statement Informing why the dispatch did not take place
Be true to the customers; tell them the reasons why the order could not be processed. Request them
time to process the order, then only give alternate solutions. Positive tone and respect for the
customer has to be maintained throughout the letter.
121.b- Buffer
When you convey bad news you need to begin the letter with a positive tone with a cushion called a
“buffer”.
122.d- Offer an apology to the reader
Offer an apology as it may lead to more communication from the receiver‟s end and further
correspondence.
123.e – Self-promotion
Self-promotion is a bad thing to write when you are conveying a bad news.
124.c – A statement providing alternative solutions
Having identified difficulties in processing the order, the writer has to leave alternate options for the
reader to take. One way is to provide him all the alternate solutions available or wait for the order
dispatch.
125.a – Clarity
Clarity is not adhered to in this correspondence, as the words used are a layman‟s language not
corresponding to business vocabulary.
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Care should be taken to check the language, grammar, punctuation, vocabulary and tone while
communicating in business.
The writer feels that the customer has not understood the terms of warranty of the product and hence
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wants to give a clear refusal to his claim. The writer uses the deductive form of approach as he feels
clarity is more important than goodwill. The writer does not intend to alienate the receiver with this
direct approach.
When you are asking for a credit, you want to first place an order, please the company and then
inform about the payment that is due and make sure that your order will be processed as desired by
you.
You need to give a favorable response to the customer who is tried, tested and valuable. Hence a
positive emphasis on extension of credit and dispatch of goods will please him.
130. c – Closure
Closure is an appeal letter where payment is the final step and full payment is being made and deal is
closed.
131. b – Ultimatum
When strong appeals don‟t work, then only an ultimatum is issued where you warn the customer
against legal action and have a deductive approach of writing.
When a long pending payment is due, a strong appeal letter becomes necessary which should follow
the points mentioned in the question to make it effective.
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UNIT 13: COMMUNICATION FOR EMPLOYMENT - RÉSUMÉ
133. a – Sales letter

A résumé is a kind of sales letter which contains the features of the product – which is YOU.
The job description of a company will specify the qualification, knowledge and skills required to
perform for the designation mentioned along with the roles and responsibilities if selected for the
job.
135. b – Salary preferences
Salary preferences is the least in the job search, while the other components are Important to plan a
career.
A self-analysis is important to identify a suitable job and a career; the strengths can actually help in
performing the job effectively.
137. d – Only a and c
Growth in the sector and career is more important than the salary package.
138. c – Chronological résumé
It deals with the candidate‟s achievement with respect to time like qualifications, certifications,
projects, curricular activities, etc.
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139. a – Sequentially in reverse order
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All the elements in the résumé will be in reverse order, the latest is mentioned first.
140. b – Job experience
Functional résumé gives emphasis to the job experience and roles and responsibilities held.
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141. c – Wordiness and lengthy phrases

Sentences in a résumé should be crisp and short and begin with an action verb wherever necessary.
142. d – Choice of Location
It is not preferred by recruiters now a day as they prefer candidates who are flexible and adaptable.
The declaration statements, list of references, an exclusive column on strengths and weaknesses
(which may be covered in the career objective or job-application letter) and anything related to
political and religion should be omitted.
While applying for an e-portal care should be taken to employ key words as the document is saved
in a database which consists of key words.
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UNIT 14: COMMUNICATION FOR EMPLOYMENT –

APPLICATION LETTER
145. b – Employs the ‗I‘ attitude to describe their talent

The applicant should always use the You-attitude and focus on the employer‟s requirements than his
wishes.
146. a – Focus on a central selling point
The selling point of the applicant should be focused in greater detail in the first paragraph and
experience related to that point should be elaborated in the subsequent paragraphs.
147. e – Both a and c
It follows both the AIDA approach, the usage of You-attitude and included reader-beneficial
information giving importance to clarity and specificity.
148. c – It is general
It is too general, it is important for the applicant to be specific to the position he is applying and
mention the skills that he possesses to perform for that position.
149. d – In the course of my SIP at Lifetime Retail outlet, I provided suggestions to the
Management team for improving the layout of the store after doing a survey. They decided to
put these ideas into effect and sales rose by 7% over the second quarter.
The applicant should be specific relating his experience and skills he has obtained over the years. It
is wrong to boast and brag of yourself too much.
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150. e –All of the above
In the second and third paragraph, the applicant should relate experience and projects handled along
with the skills attained while handling these roles and responsibilities taking care of the position
requirements.
151. b – I would appreciate the opportunity to meet you where I could demonstrate my skills
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capabilities and professional experience in greater detail.

Getting a positive action from the recruiter is the main motto of writing a proper closing.
While writing the closing paragraph, it is important to appreciate the reader‟s time and request for a
personal interaction to explain your credentials suitable for the position you wish to apply.
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UNIT 15: WRITING EFFECTIVE MEMOS
153. a – To and from address, Subject, Content, Action, Signature

Memos can be sent by mail, intranet or by hardcopy. The most important things are to and from
address, subject, contact, request for action and authorized signature
154. e - Only a, b, and d
This memo is a combination of three memos as mentioned in the question
155. d – Both a and c
Giving a positive message is easy and a direct, clear and deductive approach can be used but needs
to be persuasive and convincing to submit the self-appraisal before the deadline
156. b – Request for action in a limited time frame
The HR writes a memo requesting for an action where the deadlines are mentioned and the
employees need to write about their performance in a fill-in form of self-appraisal. This memo caters
to three kinds of memos as discussed in Q No. 153.
157. d – An unpleasant memo
It is being written to the sales managers informing about the expectations and reminder of their
duties
158. a – Clarity of content
While writing memos, clarity and writing to the point is important since it is a short piece of
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communication. Long phrases should be avoided by using bullet points.
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159. c – Expectations from Sales Managers
Expectations from Sales Managers can be the subject line where you write the duties expected to
obtain clients.
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While writing memos for unpleasant news, you need to take an inductive approach with a positive
tone. You need to convey the news clearly without ambiguity.
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UNIT 16: STRUCTURE AND LAYOUT OF LETTERS
161. b – Letter is in yellow color and multi-folded

While communicating formally, use good quality Bond paper. Letterhead should be used while
communicating formally.
162. c – Open punctuation
Open punctuation uses no punctuation after either salutation or the complimentary close.
163. d – Outlandish colors and paper design
The letterhead should not be outlandish in nature with design and coloring. Care should be taken to
design the letterhead in a professional manner.
164. b – Simplified block
It is an efficient letter format which has all the essential features as mentioned in the question.
165. a - Use plain white sheet paper for the successive pages
When the letter continues beyond the first page, plain papers can be used further on, with a suitable
heading having the name of the person and company, page numbers and date.
166. a – Mailing notation
It gives the information how the letter has to be handled – certified, registered, whether confidential
or personal, etc.
167. e – Both b and c
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cc, xc, pc, are words used to include copies of correspondence to people other than mentioned in the
inside address. Enclosure or encl is used when brochures, pamphlets or any additional material is
enclosed along with the main letter.
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UNIT 17: THE FRAMEWORK OF A REPORT

UNIT 18: WRITING A REPORT
UNIT 19: MANAGING DATA AND USING GRAPHICS
While preparing the report the writer has to take care to maintain the logical flow in the report,
follow the guidelines in preparing the report (both long and short formats). Using tables, graphs, and
flow charts is preferred for better comprehension of data, facts and figures.
169. b – An analytical report of the customer satisfaction of Z100 car
A good title should be informative with the proper subject and the type of the report.
170. d – Pictorial representation – graphs, flowcharts, pictures
Abstract is a word document and pictorial representation is not included.
The table of contents aids the reader to search, comprehend the report better.
172. c – Recommendations
It will not be included in the introduction chapter of the project.
173. a – Presents the summary, recommendations and conclusions elaborately at the end
Summary, recommendations and conclusions are elaborately written at the end based on the
research data and findings.
174. b – List of sources used
List of sources like books, website addresses, journals, etc. should be mentioned in the preparation
of the report.
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175. c – Literature review and bibliography
They need not be included in the transmittal letter.
176. d – Proposal report
It is used when you are applying for a tender (solicited) or an unsolicited proposal. It provides
information about the company, their experience in handling such projects and resources available.
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177. b - Cost price of your product

Cost price need not be included as the survey parameter as other parameters can help you in
launching the product in the metros.
178. e – a, b and d
The survey can be conducted by all the three methods mentioned to analyze the brand positioning of
the product.
179. a – Pie, Bar or Line charts
Data collected can be depicted in the form of bar charts, pie diagrams or line charts to increase
comprehension of the data.
180. c – Represents time relationships to plan, allocate and schedule resources
Gantt chart is a horizontal chart which depicts time relationships with tasks to plan, allocate and
schedule resources for an activity for example , event management, can also be used in a production
department to sequence particular tasks in a time frame to achieve the given objective. Gantt chart is
used in project planning and scheduling.
When recommendations and conclusions need to be drawn effectively, the above steps mentioned in
the question needs to be followed.
182. e – Only c and d
This approach is used when a specific action needs to be taken along with a time frame and the
reader has data that recommends the usefulness of the action and probable realization of the
objectives.
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UNIT 20: REVIEW OF WRITING SKILLS
183. e – Both a and b

Any business communication to be effective should follow the 7 C‟s of Communication which are
Clarity, Completeness, Courtesy, Conciseness, Consideration, Correctness, and Concreteness.
184. d - Would you please send me a price-list for your T-shirt?
The best expression, the problems with the other answers are:
Standard, but unfriendly
old/ out of date
Tone of giving orders, unpleasant
Best expression
Too long and meaningless
185. b – Thank you for your quotation
The tone is pleasant and you are using the „you‟ attitude approach.
186. c – We regret, at this time, we cannot accommodate your credit needs
The best sentence where a buffer statement is used. It is to be noted that when negative statements
are conveyed, the wordiness of the statement increases.
187. a – Punctuation
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Punctuation includes full stops, commas, capital letters, symbols without which it makes the text
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incomprehensible.
188. d – Only Ravi has not performed well this financial year.
Since the emphasis is on the word Ravi in the sentence, it means that only Ravi has not performed
well compared to others in the team this financial year.
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189. a – This printer prints 17 pages per minute

While explaining something like product features, the facts and figures are to be put in an attractive
way to gain the attention of the customer. Here emphasis is on numbers.
190. b – Production costs must be reduced to continue to remain in business
Reduction of the production costs – action required to be done; hence passive voice is used, whereas
in other sentences – the doer is more important; active voice is used.
191. c – For further queries, please contact Mr. X.
This sentence conveys the same information as others but is the most effective.
192. b – Boom
Eliminating the answers that do not fit with the context; boom and hike can be taken into
consideration, wherein „boom‟ indicates a sharp increase in prices.
193. a – in
„In‟ is used in place phrases, where it is followed by a noun phrase to indicate „inside‟ a place. The
place can be a small, specific area.
194. e – Make enough money to pay for expenses
Make ends meet means to have enough money to pay for the things needed by you.
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195. c – Plans
None of the other verbs match the subject-verb agreement rules. Here, The Chairman is only
considered as the subject whereas “along with his two assistants” do not come under the subject.
196. d – Continue
The subject here is “issues” which is in plural form and hence the correct verb that agrees with the
subject is “continue”
197. a – We would place an order immediately
In conditional „If‟ clauses, if + Simple present – will/ would Future is used.
198. b – Would have been
In conditional „if‟ clauses, if + past perfect, would + have + past participle is used.
199. c – I have completed my MBA
When using „have‟ it is understood that you have completed your education in the recent past and
need not mention the year. When you need to mention the year you use simple past verb in your
sentence.
200. e – Most reliable
Superlative degree of comparison is used as „the‟ is before the blank.
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UNIT 21: MANAGERIAL EFFECTIVENESS – A CONCEPTUAL

FRAMEWORK
201. d – Criticizing them if they fail to perform

According to the five basic practices of Peter Ducker, characteristics of effective managers are: they
should motivate their team members in achieving results, optimally use their strengths and that of
their superiors and subordinates, but not criticize if they fail to perform. They need to concentrate
their resources in performing one activity at a time.
202. b – To provide them stringent time framework
While planning, an effective manager should believe that the situation in the future will be different
from that of the present. The managers have to maintain uniformity in teamwork and provide the
time necessary to achieve goals. Stringent time framework may hamper the quality of the work of
the subordinates.
203. e – Set suitable standards and enable development of subordinates
Effective managers should be continuous learners. They should not only develop themselves but aid
the entire team to develop their skills. Thus they can set high standards and improve the quality of
work in the organization.
204. a – Focusing on how the organization can contribute to their own goals
Effective managers contribute by obtaining results, establishing values and develop future managers.
This can be achieved by effective communication, teamwork recognizing the team‟s diverse areas of
interest, knowledge and skills, self-development and development of others. They should not focus
on how the organization contributes towards their personal goals.
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205. d – The job involves changing team players consecutively
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An effective manager recruits staff based on the job structure, how challenging the job is and
allocating the right job to the right employee at the right time. Performance appraisal brings to light
the major strengths and minor weaknesses of the team members. Employees should be given
enough time to perform in the team and should not be switched from one job to the other
consecutively.
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206. c – Believe and realize the habits of superiors and utilize them optimally
Many people find it easy to manage their subordinates and find it difficult to handle superiors. They
believe that superiors have no weaknesses and they can be won over by flattering. However
effective managers understand the habits and inclinations of their superiors and work accordingly.
207. b – Use conventional thinking to prioritize
Effective managers need to think out of the box in solving problems and work towards a practical
solution. Hence they might have to do away with conventional thinking and be able to take risks.
208. a – Posterioritizing
Effective managers need to prepare a time log to perform important tasks on hand and reduce time
wasters. Posterioritize means handling tasks that require immediate attention and postpone less
important activities to be handled later.
209. d – A method in which each of the alternatives is selected and the pros and cons are given
some weights or values. The total value of the pros and cons are then used to determine the
best decision for a particular situation.
Several methods help effective managers in taking decisions. It involves a step-by-step analysis of
the available alternatives and choosing the best option. Dawe‟s Rule, Franklin‟s Rule,
Lexicographic method and Heuristics are some methods employed in the decision making process.
210. c – Ego strength and locus of control
Factors that influence ethical behavior of managers are of two types: internal and structural
characteristics. Internal characteristics are ego strength and locus of control. Structural
characteristics depend on the organizational culture and intensities of the issues.
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UNIT 22: STRESS MANAGEMENT
211. d – Eustress
Stress can be differentiated by the way in which it affects the body and the mind of an individual
which can be positive or negative. In this case, Rita is happy and enthusiastic to be a part of the
project and is facing positive stress which is called eustress. However, eustress beyond a certain
level can cause distress.
212. b – Resisting Stage
In the resisting stage, an individual begins to react or resist to the situation. The body begins to be
under the fight or flight mode where the individual may feel to either deal with the situation or
escape from it.
Type A personality types are those who are obsessed about winning and become stressed when they
fail to do so. In this case, Nisha feels external stress and family related stress as she is not being able
to have work-life balance. Personal related stress and work related stress begins to occur due to
prolonged imbalance between work and life.
214. c – Techno stress
A changing technological environment can cause undue stress to individuals who cannot adapt to it.
It may reflect in the attitude and behavior of the individual and may affect directly or indirectly.
215. a – Burnout acts as a motivator to set goals which are impossible to achieve.
Burnout is a process which happens over a long period of time and there are various stages
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associated with it. It is a result of excessive stress and definitely does not act as a motivator to an
individual. The individual is incapable of meeting the excessive demands placed on him personally
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and professionally.
216. d – Brownout stage
The energy levels of an individual during brownout stage are low and he loses interest in the tasks
being allotted to him. The quality of work suffers and may require a break from his regular work
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schedule to rejuvenate both his body and mind.

217. b – Low carb diet like fresh vegetables, fruits, eggs and milk
Individuals facing burnout stages need to have nutritious food to secrete the right amount of
hormones to manage stress. A nutritionist insists that the individual should take a low carbohydrate
diet consisting of green tea, fresh fruits and vegetables, whole grain foods and avoid smoking,
alcohol, sugar, caffeine and fast foods.
Any part of the body can be affected by stress like the brain, nervous system, digestive system and
heart. It can be a silent killer, without the individual being aware of what is happening inside him.
With a good nutritional balance, avoiding negative thoughts, adopting positive attitude can help an
individual to combat stress.
219. b - Organization should increase the pay for employees who work for long hours
Organizations like Google, in its Dublin office has introduced a program called „Google goes dark‟
in which people have to log off from their devices before leaving office. Google intends to convert
„Integrators‟ to „Segmentors‟. Some organizations insist to reduce time-wasters and complete the
work allotted to them in the scheduled time frame without working for late hours in the evening.
Corporate yoga and meditation has been introduced as a Wellness program in many companies as
they provide „active relaxation‟ to their employees, it increases productivity, positive attitude, self-
esteem, greater energy and enthusiasm, ability to relax and cope more effectively during stressful
situations. It decreases health-care costs. Companies realize that they need to invest on employees‟
health and well-being to get the desired results.
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UNIT 23: TIME MANAGEMENT
221. d – Monitor the performance of an employee

Effective time management helps in increasing productivity in the employees. Flat structure
organizations involve managers by providing opportunities in decision-making and responsible
team-leading roles where maintaining a time log is essential. Time-wasting activities need to be
curtailed as much as possible. Team members need to be motivated to spend their time productively
but should not be used to monitor their day-to-day performance.
222. b – Procrastination
Some individuals are averse to taking risk, calculate and spend a lot of time in making decisions.
Sometimes decisions need to be taken on intuition and an iota of risk may be required. The
individuals who take a long of time in taking decisions during contingencies are said to be
procrastinators.
223. c – Postponing unpleasant tasks
A procrastinator is one who fears taking risks and hates to perform unpleasant tasks. He needs to
prefer being in good books of his superiors and subordinates and fears failure. Hence a
procrastinator wastes majority of his time which can lead to crisis situations.
It is observed in companies that employees waste time in attending meetings, taking breaks in the
canteen, using social media, chatting with friends and socializing. Some companies have issued
instructions on time limits for these external time-wasters and they need to log in a specific number
of hours during their daily work schedule.
225. a – 80:20 rule
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80:20 rule is called Pareto Principle. The value of the Pareto Principle for a manager is to remind
him to focus on 20% of the matters. Of the things he does during the day, only 20 percent really
matter. Those 20 percent produce 80 percent of the results. If something in the schedule has to slip,
if something isn't going to get done, he has to make sure it's not part of that 20 percent. This is called
Superstar Management where Pareto principle can be used wisely to attain effective time
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management.
226. b- Preemptive
Preemptive or proactive people are obsessed about meeting deadlines and try to complete the work
in a hurry. There are chances of low quality of work and might require to be redone leading to
wastage of time.
227. c – Quadrant of crisis
Quadrant of crisis is the first quadrant in Stephen Covey‟s Time management matrix wherein the
most important and most urgent work needs to be completed in a given deadline. Perfect planning
and scheduling is required in handling crisis and deadline driven projects.
228. d – Rescheduling plans and time frames every few days
While planning to achieve the specified objectives and department goals, a manager has to take care
in allotting specific time and backup strategies in case of missed deadlines or change of situations.
They should also identify the cause of the missed deadline and take care to rectify and avoid
repetition. Rescheduling of plans and time frames frequently may hamper the progress of the work.
229. a – It is the authority given to a person to carry out specific activities.
Delegation of work is the assignment of responsibility or authority given to an employee (usually
from a superior to a subordinate) to perform specific activities. The employee can make decisions
and is accountable for the outcome of the activities delegated to him.
230. b – To perform tasks he is efficient at
One way of controlling time wasters is to allocate the specific tasks to the right person at the right
time. Assigning tasks that the employee is efficient at or which he is passionate about reduces the
time wasters and enhances productivity.
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UNIT 24: CREATIVITY IN MANAGEMENT

231. c – Creativity in capturing the market
Xiaomi has been creative in capturing the market through social media by not having physical stores
and dealers. It has involved direct marketing strategy where the company is in constant touch with
its customers.
232. e – Both b and c
Xiaomi takes feedback on the customers‟ needs and wants through social media and the Research
and Development designs the new version within a few weeks. The company then sells these various
versions of its smart phones in the online market. Hence the company follows customer-centric
product development and innovation through commercialization. This is called evolutionary
scientific innovation where improvements are made on existing products.
233. c – Originality component
The problem of scaling in the water geysers both in the heating element and the inner lining of the
geyser due to hard water has been faced by the public for quite some time. The company was able to
find a novel solution to this problem and the water geyser was manufactured with blue diamond
technology which follows the originality component of creativity.
Valorie Wagoner was able to view things from a new perspective and found an opportunity to open
the company, Zipdial. She had to pursue all the four stages of creativity which are exploring,
Inventing, Selecting, and Implementing to put the selected idea to practice.
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235. a – Problem decomposition, breaking stereotype responses and fusion
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Charles Best considered the various dimensions of the problem by unconventional thinking looking
at wider horizons to arrive at a workable creative solution. Hence he followed problem
decomposition, breaking stereotype responses and fusion techniques of creativity to launch his
company DonorsChoose.org.
236. b – Delphi technique
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Delphi method is used for acquiring informed judgments and opinions from knowledgeable
individuals using a series of questionnaires to develop a consensus forecast about what may occur in
the future. Although the method has been used for a variety of applications, forecasting has been one
of its primary uses. It has been especially useful for forecasting technological changes and advances
for companies.
237. d – Red Hat
Among Edward De Bono‟s Six Thinking Hats, Red Hat allows a thinker to express his ideas without
the need to justify them.
238. c – Kaizen
Kaizen is the method employed to bring in minor changes and innovations to capture the Indian
market in this case. The management nurtures creativity by setting up quality circles, starting
suggestion schemes, etc. as per need.
239. e – Intrapreneurship
It means encouraging creative ideas which are cost effective. In the case mentioned, employees are
encouraged to provide creative ideas. The organization puts the innovative idea into practice, tests
the project in the market before making a huge investment.
240. a – Exnovation
It is a method wherein any product innovation is incorporated, exercised in or put to use in the
developing country to create products which would later be introduced in the western markets as
cost effective solutions which is adopted by Tata in this case.
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UNIT 25: EMOTIONAL INTELLIGENCE IN MANAGEMENT
241. d – The ability that a person has to recognize his own behavior, moods, and impulses and
manage them effectively as the situation demands.
Emotional intelligence quotient (EQ) is the capacity of an individual to be aware of, control and
manage relationships judiciously. The other options in the question describe what intelligence
quotient (IQ) is.
242. b – Perceiving emotions – the ability to correctly identify how people are feeling
Emotions in the faces, designs and landscapes contain valuable information about relationships and
the world around you. Perceiving emotions help in being aware of emotions of people which is the
key while working in teams/ companies.
243. c – Interpersonal intelligence
People with high interpersonal intelligence are sensitive to other people‟s moods, feelings,
motivation, working styles, and coordination levels to work in a group assignment. The careers that
match interpersonal intelligence people are teachers, politicians, managers, social workers, etc.
244. d – Relationship management
The leader, in the above case, has social competency of Relationship Management which defines
that he can work effectively with others, has a passion to excel, can handle change and conflicts with
positive attitude.
245. a – Emotionally intelligent people do not say ‗Yes‘ unless they really want to
Based on a research conducted by University of California, people find it difficult to say „No‟ and
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hence experience stress, burnout and sometimes depression. Emotionally intelligent people say „Yes‟
only if they can fulfill those commitments. They do not hesitate to say „No‟ which means that they
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would want to finish existing commitments successfully before taking any new responsibilities.
246. e – All the above
These questions enable the employer to check the candidate‟s emotional intelligence quotient.
Relationship management
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Positive attitude and social competence

Personal regulation and goals
Personal awareness
247. b – Optimism and emotional resilience
Negative emotions lead to absenteeism, employee turnover, and low productivity in organizations
leading to low self-esteem among the employees. Being optimistic and emotionally resilient is the
positive emotion in the workplace which improves the performance of the team.
The qualities of a good leader lies in his emotional intelligence quotient which are good
communication within the team, able to take feedback, give importance to both the personnel and the
tasks and allocate the right job to the right person. It means a good leader should have both social
and personal competencies to be successful.
Companies have embarked training employees on EQ because of impressive results. The companies
with better organizational culture, employees with EQ and IQ are experiencing higher growth,
productivity, commitment with less employee turnover.
To decrease employee turnover means an employee has good job satisfaction and would like to
pursue his goals. Employee retention and growth can happen when companies provide the right
climate for the employees to perform. Trust, motivation, teamwork and execution are the factors for
a win-win; both the employer and the employee.
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251. a – Conflict – creation techniques

Interpersonal proficiency includes the 4 C‟s which are collaboration, communication, creativity and
critical thinking. Problem solving, decision making, group dynamics, flexibility, appearance,
punctuality, planning and prioritizing work are some values expected from an employee in an
organization whereas people who create conflict, flare up and instigate people against the
organization are not preferred. Organizational proficiency is however a must, which are called
STEM skills (Science, Technology, engineering and math‟s) which are attained through academic
qualifications.
252. c – Group dynamics
It is the most essential interpersonal competency as the job involves interaction with cross-functional
departments. Group dynamics means working in teams, maintaining work relationships with peers,
subordinates and superiors, develop credibility through respect and trust, influence and motivate,
improve group commitment and minimize conflicts. Along with the above competencies, a manager
has to solve problems by understanding the real issues and roadblocks to prevent crisis situations.
An inspiring leader is one whose effective communication motivates the team, gains trust, transfers
his ideas, mentions his expectations, challenges them to achieve beyond their capabilities. He is
open-minded and also listens and empathizes with his employees whenever required.
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A leader sets the guidelines for the employees by maintaining ethical standards, replaces ego with
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empathy, is available 24/7, and is mature in handling conflicts. A leader casts a long-term vision to
his employees by effectively communicating them how they would be progressing in the next 5 to
10 years that will persuade them to follow his guidelines. He should understand what his employees
desire, fear, need or react in certain situations. A leader should also encourage and empower
employees to reach their maximum potential.
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To develop interpersonal skills, you need to have substance and the power to influence people. It
can be done by being assertive, convincing through rational and logical thinking, negotiating either
through compromise or concession keeping in mind the larger interests, and bridging the gap by
connecting to people through active listening and building coalitions. A leader can also inspire his
teammates by encouraging, enthusing and motivating.
256. a – Ego state where information is stored and can distinguish between good and bad, right
and wrong, appropriate and inappropriate
Parent Ego state is a state in which people behave, feel, and think in response to an unconscious
mind, mimicking of how their parents acted, or how they interpreted their parent's actions. Parent
ego is bothered about good or bad, appropriate or inappropriate, right and wrong. Parent ego state is
wherein the person thinks of the pros and cons before making a decision.
257. d – After weighing all the information, the purchase makes good sense
The adult ego first thinks “Can I afford this, or should I look for some other alternatives?” After
weighing all the pros and cons then the intellect in him justifies by thinking, “After weighing all the
information, it makes good sense to make the purchase.”
258. b – Adult - Critical Parent
The crossed transaction expected to happen is from an adult ego state. But the adult in this case is
receiving a reply from a Critical Parent. In crossed transactions the communication is ineffective.
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Developing good social wisdom by communicating and developing relationships with the right
people whether upward, sideward or downward in the hierarchy, the movers and shakers, thereby
building confidence and trust can assist an individual in his career growth. Being a hard worker isn‟t
enough, being smart in playing the game ethically for career growth without any ulterior motives is
also important.
260. c – Autocratic
An autocratic leader mainly operates in the Parent ego state. He selects the course of action and
subordinates have few opportunities to take part in the decision-making process. Controls are rigid
and subordinates have to strictly abide by rules and regulations.
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UNIT 27: LEADERSHIP AND CHANGE MANAGEMENT SKILLS
261. a – Encouraging creativity and analyzing market conditions

A leader should encourage ideas from his subordinates and understand what the market wants. He is
a visionary leader who thought of bringing a desktop to every home and generating business out of
software. He was enthusiastic, hardworking and an energizing person. He was a risk taker, a good
decision maker and recruited professionals for restructuring the organization whenever needed.
262. d – Charismatic
A charismatic leader has a unique force of personality, a hero who can inspire and draw followers
with low self-esteem, has a business charisma with a goal-oriented vision. They are intellectuals
with the gift of effective communication and know the art of impression management.
263. e – Controller
A Controller has strong personalities and takes independent identities. They consider themselves
best in making ideas, though they are sometimes insecure. They take unilateral decisions and may
get into problems.
264. b – Share the burden of risk, motivate by caring and setting challenging goals
A motivational leader is one who can take reasonable high risks, understand the problems and make
radical decisions. He should appreciate the employees for standing by him during crisis, retain and
reward them. The employees feel they are trusted and thus strive to work hard and indirectly help
the growth of the organization.
265. c – Work to develop common agreement
All the parties can work towards a common agreement wherein they can collaborate, compromise
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and accommodate through mediation. Conflict resolution skills like assertive communication; active
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listening and non-judgmental attitude are required by all concerned parties to obtain a win-win.
266. a – Involvement tactic
A leader uses involvement tactic when the employees adopt the leader‟s goals and show
commitment in their work. Involvement is a very powerful and influential tactic to develop business
ownership leading to better relationships within the workforce and play an important role in the
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future of the organization.

267. d – Fear of the unknown and job insecurity
Employees become shaken when changes are introduced in the company without warning.
Downsizing in a company or inter-department and location transfers also brings in resistance. The
company must take time to understand the people who will be impacted, how it will impact, the
timing and prepare the employees beforehand for smooth implementation of the change.
A dynamic leader wants to implement changes to survive the competition and innovate for
improving the business. In this case, the leader identified that innovation and strategic initiatives
were needed to engage the customers who were tech savvy. Customers also vary from region to
region and customization has to be maintained. Changes in leadership were done to maintain clear-
cut roles to grow financially thereby gaining investor confidence.
269. b – I, II, and IV
A sudden crisis can occur without warning and can cause interruptions in the functioning of the
organization. A smoldering crisis is not generally known within the company, may cause extensive
media coverage and can result in widespread damage in brand image, penalties, and unbudgeted
expenses which may lead to serious business problems. A product has failed here leading to deaths
and serious damage to the company‟s image.
270. c – I, II, and V
The company should identify the crisis, resolve the crisis through a well-established chain of
command, effectively communicating why the crisis happened (in this case, the CEO Sanjiv Bansal
wrote a public apology to the customers) and the company needs to make extensive preparations to
handle the scale of operations required.
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UNIT 28: MULTI-CULTURAL COMMUNICATION SKILLS

271. e – Both a and d
High Power-Distance Index countries have more bureaucracy in organizations which follow
authoritarian leadership style. The superior guides and formulates rules for subordinates, and
subordinates take blame for any wrongdoing. Class divisions within the society are also accepted.
In low Power-Distance Index countries, superiors treat subordinates with equality, inclusive
leadership style with decision-making powers given to the subordinates. Blame is shared by the
superior and often accepted as he finds it is his responsibility to manage. Societies lean more
towards social equality.
272. d – Both a and c
Countries which score high in individualism expect him to work on his own with low relationships
and group tasks. Business and personal life are separated and being intrusive into others life or work
is interpreted negatively. Individuals try to stand out in meetings, presentations or even during a
group work. Countries which score low in individualism but high on collectivism prefer group
oriented tasks, team is rewarded and promotions happen mostly by seniority than on individual
performance. Decision-making is slower as hierarchy needs to be consulted.
273. a – Taking decisions based on long term relationships
Communications in low context cultures is task oriented and only compartmentalized relations
develop. Importance is given to specificity and clarity followed by rules and regulations and
organized communication is seen.
274. c – USA
USA follows sequential culture where time is tangible and measurable – „Time is money‟, they do
only one activity at a time, schedule is more important than relationships, schedules are managed in
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advance, appointments strictly maintained which do not run late.
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275. a – Kinesics
Kinesics refers to body language – gestures which is greatly influenced by culture and a good
understanding of the new culture is required as it may be misinterpreted. Asian cultures show very
little kinesics while southern Europeans show more kinesics.
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Japanese follow indirect approach to customers, risk of disharmony is too great to be outspoken.
They feel it is better to agree to somebody and negotiate with the party later than blatantly disagree.
The Americans who follow direct approach consider this indirectness deceptive, two –faced and
lacking in integrity.
277. b – India
India and many Asian cultures consider silence during business meetings as a sign of thoughtfulness.
278. d – Lack of courtesy and consideration
Americans follow a task-oriented culture and respect other people‟s time. They consider
understanding of the message is more important among colleagues and sometimes convey the ideas
quickly by just putting the message right on the subject line of their email. For example: A subject
line on the email might read – “Today‟s meeting at 3 pm in Room No. 106”.
279. a – Language issues
Language barriers affect a company‟s international business. While marketing products and
defining the product features in other countries care should be taken to avoid horrendous meanings
in other languages. A brand name which exemplifies quality and reliability in one language may
have negative connotations in another.
280. c – Questioning the stereotypes
As per Dr. Linda Beamer, conscientiously realize the difference between cultures which can block
meaning between the sender and the receiver; understand the message of stereotypes thereby
considering the next level of communication; question stereotypes to understand their working style,
analyze past communication, not commit the same mistakes and become fluent in understanding and
replying to communication (both verbal and nonverbal) messages.
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The ICFAI Group
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society with the broad levels.
objective of empowering
The ICFAI Group's culture of teaching and learning
citizens through world class
supports and fosters intellectual and personality
quality education. Since its
development among its graduating students. They carry
establishment, ICFAI Group
an attitude of ownership of their work. ICFAI Group strives
has made a significant mark
to make the students - DOERS. ICFAI Group system,
in the Indian educational
strongly believes in developing an 'entrepreneurial
field with a pan Indian
network and presence.
Subsequently, there was a
big leap when ICFAI Group
started its chain of business
schools (IBS) across India in
1995 to offer management
program. Since its
inception, IBS has been
consistently ranked among
the top ranked B-Schools of
India providing excellent
academic delivery and
I
infrastructure to its students
FA
and transforming them into
leaders for the future.
ICFAI Group has 3 Strategic
Institutional Units, the ICFAI
IC
Universities, the ICFAI

Business Schools and the Flexible Learning Programs
(Distance Mode). In all the programs offered across these
units, the emphasis is on adherence to academic rigor mindset' among its
and differentiated curriculum that bridges the industry graduating students.
–academia gap.
The alumni of ICFAI
Flexible and tech enabled learning also plays an Group are working in
important role in ICFAI's teaching methodology. The renowned companies
delivery takes place with the use of hi-tech learning world-wide. Collectively,
management system at campus programs and content ICFAI Group alumni
delivery for distance learning through online medium. contribute significantly to
the growth story of India.
Awards won by ICFAI Group

IC
FA
I

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Participants in flexible learning programs have limitations on the nature of the

What makes it relevant?

Ref. No. BC&SS-WB-IFHE – 042015

Our E-mail id: cwfeedback@icfaiuniversity.in

The learning outcomes expected are:

The Workbook format is also used for Assessment.

The Importance of Communication - The Basic Forms of Communication: Non-verbal Communication,

UNIT 2 - NONVERBAL COMMUNICATION

Characteristics of Nonverbal Communication: Non-verbal messages primarily communicate emotions,

your Delivery, Utilize Feedback, Be Clear, Be Interesting

UNIT 4 - INTERPERSONAL SKILLS

Approaches to Negotiation: Bargaining Orientation, Lose-Lose Orientation, Compromise, Win-Win

UNIT 7 - GROUP COMMUNICATION

UNIT 8 - MAKING PRESENTATIONS – GETTING STARTED

UNIT 9 - ORGANIZING AND PRESENTING THE SPEECH

UNIT 11 - WRITING ABOUT THE UNPLEASANT

UNIT 13 - COMMUNICATION FOR EMPLOYMENT – RESUME

UNIT 14 - COMMUNICATION FOR EMPLOYMENT – APPLICATION LETTER

UNIT 15 - WRITING EFFECTIVE MEMOS

Fundamentals of Effective Memos: Organization, Clarity - Types of Memos: Request Memo,

UNIT 16 - STRUCTURE AND LAYOUT OF LETTERS

UNIT 17 - THE FRAMEWORK OF A REPORT

UNIT 19 - MANAGING DATA AND USING GRAPHICS

UNIT 20 - REVIEW OF WRITING SKILLS

UNIT 21 - MANGERIAL EFFECTIVENESS – A CONCEPTUAL FRAMEWORK

Managerial Effectiveness: What is managerial effectiveness? - Characteristics of an Effective Manager:

UNIT 22 - STRESS MANAGEMENT

UNIT 23 - TIME MANAGEMENT

UNIT 24 - CREATIVITY IN MANAGEMENT

UNIT 25 - EMOTIONAL INTELLIGENCE IN MANAGEMENT

The Nature of Emotional Intelligence - Evolution of Emotional Intelligence - components of Emotional

UNIT 26- INTERPERSONAL SKILLS

UNIT 28 MULTI-CULTURAL COMMUNICATION SKILLS

Understanding Different Cultures: Power distance, Masculinity Vs Feminity, Uncertainty avoidance,

Multiple Choice Questions

Unit 1: Fundamentals of Communication 11

Unit 19: Managing data and using Graphics 48

Multiple Choice Answers and Explanations

Unit 1: Fundamentals of Communication 76

Unit 28: Multi-cultural Communication Skills 103

UNIT 1: FUNDAMENTALS OF COMMUNICATION

c. Verbal and written communication

[For questions 6 – 7]:

not having the impact on the workforce due to ineffective communication?

UNIT 2: NONVERBAL COMMUNICATION

20 What does the word ‟Non Verbal language‟ mean?

c. Contextual expression d. „why‟ to address and „when‟ to address

c. Fiddling with objects or moving around

UNIT 4: INTERPERSONAL SKILLS

[For questions 37 – 38]:

37. What could be the reason for Ragini to be upset?

[For questions 45 – 46]:

47. How should Praneeth prepare for the interview?

UNIT 7: GROUP COMMUNICATION

51. What factors in-group communications led to fall in productivity?

[For questions 56 – 57]:

[For questions 58 -59]:

e. All of the above

[For questions 65 – 66]:

67. Comment on the Notice prepared by Mitha:

a. Getting up and shouting at the persons causing disturbance

UNIT 8: MAKING PRESENTATIONS – GETTING STARTED