MBA102MB0039 - Business Communication

Sikkim Manipal University - DDE
Master of Business Administration I Semester MBA102/MB0039 -Business communication -4 credits (Book ID 1622)
Model Question Paper
i. Fill in the blanks:
I. Communication was defined as “the verbal interchange of thoughts or ideas” by __________.
II. Messages conveyed are complex and elaborate in _______ communication.
a. I- Hoben,II- mass.
b. I-Anderson, I- Individual
c. I-Allen Louis, II-Mass
d. II-Newman and Summer, II- Dyadic
Answer - a. I- Hoben ,II- mass.
ii. Fill in the blanks:
I. In barriers, the word _______ refers to the meaning of words and the way in which they are used.
II. The medium or method used to deliver message in communication is referred as ______________
a. I-Individual, II- Receiver
b. I-Semantic, II-Channel
c. I-Cultural, II- Channel
d. I-Linguistic, I- Decoder
Answer - b. I-Semantic, II-Channel

iii. Which type of listening could be in the form of paying selective attention to certain kinds of information which might
be relevant to us?
a. Evaluative listening
b. Discriminative listening
c. Appreciative listening
d. Therapeutic listening
Answer - c. Appreciative listening
iv. Fill in the blanks:
I. According to ___________________, “Good service, in many respects, is good listening."
II. Which type of questions discourage ‘yes’ or ‘no’ kind of answers?
a. I-Lundsteen, II- Open questions
b. I-Judi Brownwell, II- Open questions
c. I- Tom Peters, II- Probing questions
d. I- Stephen Covey, II- Leading questions
Answer –
b. I-Judi Brownwell, II- Open questions
v. Fill in the blanks
I. In which stage of the writing methodology, does organising fall _____________
a. Prewriting
b. Writing
c. Reviewing
d. Analysing
Answer -
b. Writing
II. _____________ refers to casual words that are not accepted and recognised in a standard English dictionary.
a. Slang
b. Jargons
c. Metaphors
d. Phrases
Answer - a. Slang
Vi. Fill in the blanks:
I. A principle regarding use of pronouns is to avoid excessive use of _____.
a. You
b. She
c. He
d. I
Answer - d. I
II. ____________ can be used to separate a phrase from the main section of a sentence, when it is not related to it
grammatically.
a. Apostrophe
b. Dash
c. Brackets
d. Comma
Answer - Brackets
Vii. Fill in the blanks:
I. Spoken words, however perfect, can convey a negative message, if the _____________ is not consistent with what is
said.
a. Tone of voice
b. Body movement
c. Volume of voice
d. Emphasis
Answer - a. Tone of voice
II. _________ conveys going beyond what is right or proper.
a. Parallelism
b. Courteous
c. Phrase
d. Presumptuous
Answer - D. Presumptuous
Viii. Fill in the blanks:
I. Which level of reading states that there is no in-depth understanding?
a. Personal experience
b. Recognition of the writer's meaning
c. Pure, literal reading
d. Pictorial reading
Answer - c. Pure, literal reading
II. Reading for interest or pleasure is fulfilled by reading ___________.
a. Informative articles
b. Fiction
c. Newspapers
d. Emails
Answer - c. Newspapers
Xi. True or False:
I. Messages should be worded clearly and without ambiguity, to make sure that the message that is received is the same
as the message that is sent.
II. Usage of unnecessary technical terms can lead to misunderstandings. Hence, an individual has to avoid using technical
words in written communication.
State True or False:
a. I- True, II- True
b. I- False, II- True
c. I- True, II- False
d. I- False, II- False
Answer – a. 1- True, 2- True
X. True or False: I. Communication could be through the use of words in spoken or written form, or through the use of
body language such as gestures and facial expressions.
II. In organisational barrier, each level may add to, modify or completely change the message, so much so that it
becomes distorted by the time it reaches the intended receiver.
a. I- True, II- True
b. I- False, II- True
c. I- True, II- False
d. I- False, II- False
Answer - a. 1- True, 2- True
2. In barriers, the word _______ refers to the meaning of words and the way in which they are used.
a. Individual
b. Semantic
c. Cultural
d. Linguistic
Answer - b. Semantic
3. According to ______________, listening is a skill which can be cultivated and developed, just like speaking, reading
or writing.
a. Lundsteen
b. Judi Brownwell
c. Tom Peters
d. Stephen Covey
Answer - d. Stephen Covey

4. Which type of listening could be in the form of paying selective attention to certain kinds of information which
might be relevant to us?
a. Evaluative listening
b. Discriminative listening
c. Appreciative listening
d. Therapeutic listening
Answer - c. Appreciative listening
5. _______________ includes the belief that you are more knowledgeable than the speaker and that you have nothing
new to learn from the speaker’s ideas.
a. Wrong assumptions
b. Attitudinal barriers
c. Cultural barriers
d. Physiological barriers
Answer - b.Attitudinal barriers
6. Spoken words, however perfect, can convey a negative message, if the _____________ is not consistent with what
is said.
a. Tone of voice
b. Body movement
c. Volume of voice
d. Emphasis
Answer - a. Tone of voice
7. _________ conveys going beyond what is right or proper.
a. Parallelism
b. Courteous
c. Phrase
d. Presumptuous
Answer - d. Presumptuous
8. Which level of reading states that there is no in-depth understanding?

a. Personal experience
b. Recognition of the writer's meaning
c. Pure, literal reading
d. Pictorial reading
Answer - c. Pure, literal reading
9. Reading for interest or pleasure is fulfilled by reading ___________.
a. Informative articles
b. Fiction
c. Newspapers
d. Emails
Answer - c. Newspapers
10. Reading is a skill which can be acquired through constant _____________________.
a. Experimentation
b. Practice
c. Knowledge update
d. Interpretation
Answer - a. Experimentation
11. Which reading type is done to grasp main ideas and review materials by skipping the details?
a. Scanning
b. Extensive reading
c. Intensive reading
d. Skimming
Answer - d. Skimming
12. When you see the spelling, pronunciation, meaning and also the various uses of the same word while reading, it can
be termed as _____________.
a. Skimming
b. Intensive reading
c. Scanning
d. Silent reading
Answer - c. Scanning
13. The minute an e-mail message is sent, multiple copies are created on your own Personal Computer (PC) and server.
Which principle of e-mail communication does this speak of?
a. Pay attention to the tone
b. Place important information first
c. Watch the content
d. Set aside time to check e-mail
Answer - c. Watch the content
14. What is the WIFM rule?
a. What's the forwarded message
b. What's in it from me
c. What's in it for me
d. Wi fi machine
Answer - c. What's in it for me
15. Which e-mail etiquette refers to use of three magic words, 'Please', 'Thank you' and 'Sorry'?
a. Use friendly salutations and sign offs
b. Respond promptly
c. Avoid sending junk mail
d. Mind your P's and Q's
Answer - d. Mind your P's and Q's
16. Lack of communication during ________ encourages the grapevine among shareholders and leads to false rumours.
a. Loss
b. Failed strategy
c. Crisis
d. Developments
Answer - c. Crisis
17. Which component of the business letter indicates the letter number, from which department of the company the
letter is being sent and the year?
a. Heading
b. Reference number
c. Subject line
d. Attention line
Answer- b. Reference number
18.___________ are routine letters that have no business objective, but are sent purely for building good rapport with
external stakeholders.
a. Goodwill letters
b. Routine adjustment letters
c. Routine request letters
d. Persuasive letters
Answer - a. Goodwill letters
19. What does USP stand for?
a. Unique Social Perspective
b. Unique Selling Presentation
c. Unique Selling Proposition
d. Unique Sales Point
Answer - Unique Selling Proposition
20.What can be defined as advertising that sells the organisation to its various public?
a. Corporate product
b. Advertising product
c. Institutional advertising
d. Corporate advertising
Answer - Corporate advertising
21. Which type of advertising are we referring to when we say that it is aimed at special public such as the media,
suppliers and dealers, to correct communication problems with them?
a. Corporate identity advertising
b. Institutional advertising
c. Public relations advertising
d. Advocacy advertising
Answer - b. Institutional advertising
22. When a company pays to get itself linked with some sporting or other event, where it gets to display its logo and
corporate message, it is called as ____________.
a. Corporate sponsorship
b. Corporate umbrella advertising
c. Public service advertising
d. Public relations advertising
Answer - a. Corporate sponsorship
23. Why is it important to establish clear-cut objectives for corporate advertising such as image change or attitude
change?
a. For specific message
b. For creative advertisements
c. For evaluation of effectiveness
d. For memorable advertisements
Answer - c. For evaluation of effectiveness

24. ______________ lists your education and experience in reverse order and describes your most recent job or
qualification first.
a. Functional resumes
b. Chronological resumes
c. Application letters
d. Cover letters
Answer – b. Chronological resumes
25. Which of the below mentioned statements is true for resume writing?
a. You may include personal references on your resume.
b. You may include the reason for leaving your previous jobs, so as to provide information before hand.
c. Do not use odd-size paper or loud colours.
d. You may include references to areas of your life that are not business related in order to prove your credibility.
Answer - c. Do not use odd-size paper or loud colours.
26. Highlighting some of your outstanding qualifications, would form which part of the AIDA format?
a. Creating interest
b. Getting attention
c. Inducing desire
d. Asking for attention
Answer - b. Getting attention
27.__________ must be sent out even if the applicant does not stand a chance of getting the job.
a. Job acceptance letter
b. Job refusal letter
c. Thank you letter
d. Recommendation letter
Answer - c. Thank you letter
28. Which topics require common sense more than content knowledge?
a. Abstract topics
b. IT topics
c. Sports related topics
d. Social topics
Answer - a. Abstract topics
29. Consider the following statements with respect to individual taking certain actions to overcome the communication
barriers.
1. Messages should be worded clearly and without ambiguity, to make sure that the message that is received is the
same as the message that is sent.
2. Usage of unnecessary technical terms can lead to misunderstandings. Hence, an individual has to avoid using technical
words in written communication.
a. 1- True, 2- True
b. 1- False, 2- True
c. 1- True, 2- False
d. 1- False, 2- False
30. 1. ________________can provide feedback to the group members and make suggestions to remedy problems in
group communication.
2. The group communication processes result in a group outcome like a ____________________or a plan.
a. 1- Manager, 2- Networking
b. 1- Facilitators, 2- Decision
c. 1- Employees, 2- Informal relation
d. 1- Client, 2- Self-assessment
Answer - b. 1- Facilitators, 2- Decision
31. Consider the following statements with respect to effective communication:
1. Communication could be through the use of words in spoken or written form, or through the use of body language
such as gestures and facial expressions.
2. In organisational barrier, each level may add to, modify or completely change the message, so much so that it
becomes distorted by the time it reaches the intended receiver. State True or False:
a. 1- True, 2- True
32. Consider the following statements with respect to team functions:
1. Mass audiences are from a diverse background and have similar socio-political characteristics. They are spread over a
large geographical area.
2. The written channel is more appropriate when the communication is more formal or for keeping things on record,
while emotional messages such as feelings about co-workers are better conveyed orally.
a. 1- True, 2- True
Answer - b. 1- False, 2- True
33. 1. ________________can be barriers to listening, since they interfere with the ability to understand the meaning
of words that are pronounced differently.
2. A manager doing a performance review of a subordinate should take care not to do a _______________review,
where the subordinate is criticised for poor performance.
a. 1- Colloquialism, 2- Mixed
b. 1- Accents, 2- Destructive
c. 1- Slangs, 2- Casual
d. 1- Vernacularism, 2- Self-assessment
Answer - b. 1- Accents, 2- Destructive
34. Consider the following statements with respect to effective communication:
1. In listening, one is engaged in processing the information, reconstructing the information and also giving meaning to
the information.
2. Listening involves the following four steps hearing, interpreting, evaluating and responding.
a. 1- True, 2- True
35. Consider the following statements with respect to team functions:
1. Physiological barriers refers to distraction in the environment such as the sound of an air conditioner, cigarette
smoke, or an overheated room.
2. It is wrong to assume that communication is the sole responsibility of the sender or the speaker and listeners have no
role to play.
a. 1- True, 2- True
36. Consider the following statements with respect to reading in business context:
1. Business executives also need to equip themselves with reading skills, in order to succeed in the workplace.
2. The types of reading that you will have to do at the workplace will be same – you will only have to do extensive
reading of professional books, magazines and journals.
a. 1- True, 2- True
37. 1. When you read for necessary background information about what is going on within the company, it is called
‘reading for ____________ information’
2. Similar to listening, reading for many of us, is a ’_____________’ process, where we sit down, relax and run our eyes
through the words on the page.
a. 1- External, 2- Mixed
b. 1- Internal, 2- Passive
c. 1- Self, 2- Casual
d. 1- Confidential, 2- Assessment
Answer - b. 1- Internal, 2- Passive
38. Consider the following statements with respect to effective reading:
1. To read efficiently, one has to have knowledge of the world (experience/background knowledge).
2. People’s interest in reading is so varied that any text could meet any purpose.
State True or False: a.
1- True, 2- True
Answer - 1- True, 2- True
39. Consider the following statements with respect to SQ3R Technique of reading:
1. In second step of SQ3R technique, survey helps you to find out the author’s name, date, place of publication, content
in the book and title page.
2.In 'Question' technique, don't treat reading as an automatic process. It has to be conscious and deliberate, with a
definite purpose, where you interact with the topic and the author.
a. 1- True, 2- True
40. Consider the following statements with respect to importance of intranet for business communication:
1. Once the intranet has been set up, someone has to be responsible for maintaining and updating the information on a
continuous basis.
2. Once the intranet has been set up, employees have to be familiarised on their own about the usage of intranet. This
involves less investment of time and money.
a. 1- True, 2- True
Answer - c. 1- True, 2- False
41. 1. If the business communications or a transaction happens over e-mail, directly between the company and
consumers it is called ________________ e-mails.
2. e-mail _____________ can lead to your inbox becoming cluttered, with more messages than you can handle.
a. 1- Business-to-Business, 2- Junk
b. 1-Business-to-Customer, 2-Traffic
c. 1- Business-to-Organisation, 2- Phishing
d. 1- Business-to-Business, 2- Overload
Answer - b. 1-Business-to-Customer, 2-Traffic
42. Consider the following statements with respect to Instant Messaging (IM):
1. Instant Messaging (IM) is a technology initially designed for having one-to-one personal chat at workplaces.
2. To complete the instant message you have to send it. Before you send it, select a basic font setting.
a. 1- True, 2- True
43.
1. In WIFM ( “What’s in it for me?”) the benefits of your message to the reader must be emphasised. This involves the
use of the ______________ person pronoun.
2.e-mail must not become a substitute for ____________________ interaction at the workplace or use valuable time
that could be spent on other important jobs.
a. 1- First, 2- Verbal
b. 1-Third, 2- Formal
c. 1- First, 2- Casual
d. 1- Second, 2- Face-to-face
Answer - d. 1- Second, 2- Face-to-face
44. Consider the following statements:
1. Business letters are used primarily to communicate with external stakeholders such as consumers, intermediaries,
government and bankers. 2. Business letters are much
more formal than general letters.
a. 1- True, 2- True
b. 1- False, 2- False
c. 1- False, 2- True
d. 1- True, 2- False
Answer- d. 1- True, 2- False
45. Business letters should be ___________ and ____________, avoiding unnecessary details and round about
expressions.
a. Specific, lengthy
b. Precise, technical
c. Brief, to the point
d. Detailed, clear
Answer - a. Specific, lengthy
1. Business letters should be clearly worded and avoid the use of jargon, technical terms and slang words.
2. Technical words should be used, so that there is no ambiguity.

a. 1- True, 2- False
c. 1- True, 2- True
Answer - a. 1- True, 2- False
47. Public relations involve maintaining _________ and projecting a _____________ of the organisation among the
public both internal and external stakeholders.
a. Welfare, positive image
b. Goodwill, favourable image
c. Relations, profits
d. Public image, corporate strategy
Answer - b. Goodwill, favourable image
48. There are two approaches to write a resume depending on your experience and accomplishments. They are
________________ and ________________ resume.
a. Chronological, solicited
b. Reference, recommendation
c. Solicited, unsolicited
d. Chronological, functional
Answer - d. Chronological, functional
1. From a prospective employer’s point of view, it serves as a screening device, helping to select the most worthy
candidates for a particular position and to eliminate the others. 2. It is a
good practice to write the resume before the job application letter as the resume helps to identify the ideas that must
be highlighted in an application letter.
a. 1- True, 2- True
b. 1- False, 2- False
c. 1- False, 2- True
d. 1- True, 2- False

50. The interview conducted for periodical assessments of employees in an organisation is termed as ____________.
2. The individual conducting _________ interview, gives information about group insurance, provident fund, or other
benefits and also how and when the dues will be paid.
a. 1- Appraisal, 2- Grievance
b. 1- Grievance, 2- Exit
c. 1- Appraisal feedback, 2- Appraisal
d. 1- Appraisal, 2- Exit
Answer - d. 1- Appraisal, 2- Exit
51. 1. The GD is coordinated by a ________ who is a neutral person from the organisation conducting the interview.
2. ________ GDs are more difficult, since they require analytical, decision-making and problem-solving skills.
a. 1- Moderator, 2- Case based
b. 1- Interviewer, 2- Topic based
c. 1- Human Resource executive, 2- Abstract
d. 1- Top management person, 2- IT based topics
Aanswer - a. 1- Moderator, 2- Case based
52. Consider the following statements with respect to Interviews:
1. During the interview, the interviewee must anticipate the questions that might be asked.
2. During the interview, the interviewee must pay attention to using the correct body language.
a. 1- True, 2- False
c. 1- True, 2- True
Answer- b. 2- False, 2- True

Section B
Q.2. List out some barriers that stand in the way of your own communication.
Answer:-
Barriers that stand in the way of your own communication:-
i. External or physical barriers:-
ii. Individual barriers: - A major barrier to interpersonal communication is a tendency to judge, evaluate, approve, or
disapprove the views of another person.
iii. Organisational barriers: - In organisations that are too hierarchical, that is, where there are multiple ‘layers’,
messages may have to pass through many levels before they finally reach the receiver.
iv. Linguistic or cultural barriers: - When the sender of the message uses a language that the receiver does not
understand, the communication will not succeed. Either the sender may be using a different or foreign language, or
the language used may be too highly technical for the receiver to understand.
v. Semantic barriers: - The word ‘semantics’ refers to the meaning of words and the way in which they are used. For
example, different words may have different meanings in different cultures. Failure to take this into consideration
could lead to serious blunders.
vi. Channel barriers: - it was pointed out that communication can fail due to any of the different elements going wrong.
Wrong choice of channel is one of the main barriers to communication.
vii. Non-verbal barriers: - This refers to the non-verbal communication that goes with a particular message. Non-verbal
communication includes tone of voice, body language such as gestures and facial expressions, etc.
Q.3. Write the advantages of verbal over non-verbal communication.
Answer:-
Advantages of verbal over non-verbal communication:-
While one can avoid verbal communication by refusing to speak or write, it is not possible to do the same with non-
verbal communication. That is because non-verbal communication is not always intentional, unlike verbal messages, as
pointed out earlier. Sometimes, silence itself may convey a lot of meaning.
Example – A speaker making a presentation may find that the audience is not very interactive. Instead, he notices
people yawning during his presentation. At the end of the session, when he asks for some feedback, there is total
silence.
While precise words can be used in verbal communication to ensure that the message is clearly understood, non-verbal
communication is not always clear and easy to understand.
For example, sitting back in a relaxed posture may be a signal of boredom or fatigue. Similarly, avoiding eye contact with
your audience could mean that either you are nervous or guilty of something.
Q.4.What are the relative advantages and disadvantages of horizontal communication in organisations?
Answer:-
Advantages horizontal communication:-
The biggest potential benefit of horizontal communication is the sense of teamwork that is created. Regular
communication of this type ensures that all co-workers work together towards achieving a common goal in the overall
interest of the organisation.
Disadvantages horizontal communication:-
The biggest potential problem is that conflicts such as ego clashes are bound to arise, when co-workers at the same level
communicate on a regular basis.
In spite of these problems, horizontal or lateral communication has become more important in today’s business scenario
than upward or downward communication. This is because the ‘organisational pyramid’ indicating the different
hierarchies or levels in an organisation has flattened. This is illustrated by the figures (a) and (b).
Fig.(a): Multi-layer Organisational Pyramid
The figure.(b) depicts the multi-layer organisational pyramid.
Fig.(b): Compressed Organisational Pyramid
Q.5. Write down the barriers of listening?
Answer:-
Barriers of listening:-
i. Physiological barriers: - Some people may have genuine hearing problems or deficiencies that prevent them from
listening properly.
ii. Physical barriers: - These refer to distractions in the environment such as the sound of an air conditioner, cigarette
smoke, or an overheated room, which interfere with the listening process.
iii. Attitudinal barriers: - Pre-occupation with personal or work related problems can make it difficult to focus one’s
attention completely on what a speaker is saying, even if what is being said is of prime importance.
iv. Wrong assumptions: - The success of communication depends on both the sender and the receiver. It is wrong to
assume that communication is the sole responsibility of the sender or the speaker and listeners have no role to play.
v. Cultural barriers: - Accents can be barriers to listening, since they interfere with the ability to understand the
meaning of words that are pronounced differently. The problem of different accents arises not only between
cultures, but also within a culture.
vi. Gender barriers: - Communication research has shown that gender can be a barrier to listening. Studies have
revealed that men and women listen very differently and for different purposes. Women are more likely to listen for
the emotions behind a speaker’s words, while men listen more for the facts and the content.
vii. Lack of training: - Listening is not an inborn skill. People are not born good listeners. They have to develop the art of
listening through practice and training.
viii. Bad listening habits: - Most people are very average listeners who have developed poor listening habits that are hard
to shed and that act as barriers to listening.
Q.6.How does general writing differ from business writing, in terms of language, style and tone?
Answer:-
General writing:-
Written messages must be made as readable as possible. We need to make them uncomplicated and easy so that even
an average person can understand their meaning. Readability in turn is largely determined by the length of words,
sentences and paragraphs. A common mistake made by writers, especially Indian writers, is to try to impress the reader
by using flowery language and an oratory style of writing. Two broad principles of writing are”Write to express, not to
impress” and “Keep it short and sweet.”
Business writing:-
Business writing must focus on important ideas and downplay unimportant ideas, to make the reader understand what
you consider to be significant.
In written communication, tone refers to the way a statement sounds, which in turn, depends on the choice of words. A
sentence or statement may be grammatically perfect, but may convey a negative message, if the choice of words is
wrong.
Q.7. Discuss the various types of oral communication.

Answer:-
Types of oral communication:-
i. Oral face-to-face communication: - (for example, meetings and presentations) While face-to-face meetings are
more effective than non-face to-face communication in most ways, they are expensive and impractical sometimes,
due to the distance factor.
ii. Oral non face-to-face communication: - (for example, teleconferencing, telephone and voice mail). Telephone
communication form of non-face-to-face communication, has the biggest advantage of being able to contact a
receiver who would be impossible to reach in person. Today, mobile phones have made it even easier to contact
people who are on the move. Telephone communication also has a personal quality and permits the use of some
non-verbal cues such as tone of voice, to enhance the communication.
Section C
Q.8. Discuss the channels of communication. Explain the guidelines followed while selecting the appropriate channel.
Answer:-
Channels of communication:-
i. Two-way, face-to-face channels: - In this type of communication channel, the communication is oral and nonverbal,
immediate feedback is possible and the communication is of a highly personalised nature.
ii. Two way, but not face-to-face channels: - In this type, the communication is purely oral, since non-verbal cues cannot
be used to enhance the communication, in the absence of face-to-face contact. Immediate feedback is however,
possible, as with the face-to-face channel, since the receiver can react immediately to the sender’s telephone or email
message.
iii. One-way, not face-to-face channels: - letters, reports, memos, notices, etc., may be classified under this type of
channel. Written communication is largely one-way communication, since there is usually no instantaneous feedback
between the sender and the receiver.
Guidelines followed while selecting the appropriate channel:-
i. When trying to solve problems or improve relationships, oral face-to-face communication is generally the most
effective form of communication. This is because of the personal nature of face-to-face communication, which makes
it more suitable than the other channels of communication.
ii. When there is a need for visual support in explaining an idea, oral faceto-face communication is the most appropriate
channel. For example, highlighting the unique features of a product may require actual product demonstration
through face-to-face contact. Explaining a concept may require showing photographs or diagrams through a slide
presentation, which is best done face-to-face.
iii. For making immediate contact, oral face-to-face communication is required. For example, if you want to have the
funds in an account released now, you would have to meet a bank manager personally. Putting your request in a
letter or through a telephone call may not be of much help.
iv. When you want to command a high degree of control over the receiver, oral face-to-face communication works best.
This is because, as a speaker, you will have greater command over a listener’s attention than if you write a letter or a
report, which may not be read at all.
v. When there is need for immediate feedback, oral communication, either face-to-face, or non-face-to-face, such as
telephone, teleconferencing or email, may be equally appropriate.
Q.9. With the help of three steps format (Preliminary parts, body of the reports and annexes) prepare a business
report.
Answer:-
1. Preliminary parts – It comprises the letter of transmittal, title page, content page and executive summary.
a) Letter of transmittal – This is a letter attached to the report when it is sent to readers. It serves as a greeting and as
an introduction to the report.
b) Title page – As the title page creates the first impression on the reader, it must be visually appealing. The title must
be clear and descriptive.
c) Table of Contents (TOC) page – The purpose of having a TOC or contents page is to help the reader locate
information, when a report is several pages long. It indicates how the report is organised by listing the headings of topics
and subtopics along with the respective page numbers.
d) Executive summary or synopsis – This is included in long reports to let the reader know what the report is all about,
without having to read the entire report.
2. Body of the report – This is the main text and is the heart of the report. It must include sections such as:
a) Introduction – This includes the background and purpose of the study.
b) Problem statement – A clear definition of the problem or fundamental issue that needs to be resolved is needed.
c) Research methodology – A detailed explanation of the type of research that needs to be carried out, methods used
for data collection, sample size, procedure and questionnaire design must be included in this section.
d) Analysis, findings and conclusions – The data collected must be analysed, later the findings must be presented and
interpreted in a meaningful manner. Inferences must be made based on the findings. The findings could be presented in
tabular or graphical form.
e) Recommendations – A report whose purpose is to persuade must include suggested courses of action or solutions to
the defined problem, based on the findings.
3. Addenda or annexes – A report may also include a variety of items after the body of the report. Some of the main
items in this section include:
a) Bibliography or references – This is listing of all sources of information – books, journals, research papers and
websites that were referred to for preparing the report.
b) Appendix – This is a section that includes material relevant to the study, but is too technical or complicated to be
included in the body of the report.
c) Index – This is incorporated in order to help the reader to easily locate any topic or concept that is mentioned in the
report.
d) Glossary – This is an explanation of technical terms or jargon used in the body of the report. This section is needed
only when the report is of a highly technical nature and the reader is a layperson, who is not familiar with the technical
terms used.
Q.10. What are the advantages and disadvantages of intranet?
Answer:-
Advantages of intranet:-
i. Discourages grapevine – Grapevine or the informal communication network, although useful, leads to rumours. When
employees are misinformed, they become dissatisfied and de-motivated. Using the intranet as an official channel to
post information for all employees to discourages gossip and avoids creating a transparency gap.
ii. Facilitates pre-meeting discussion – The intranet can be used to discuss and debate ideas prior to a meeting, so that
valuable meeting time is spent focusing only on relevant ideas.
iii. Saves time – The intranet is paperless communication and is therefore a big time saver. A lot of unnecessary time
wasted on filling out forms, leave requests, supply orders, etc., can be saved by doing this through the intranet.
iv. Is superior to e-mail – Sending some types of information through e-mail can sometimes create confusion and
information overload. For example, consider that five salespersons want to meet and give a presentation to the Vice
President – Sales, on how to increase sales. If each one of them has three different ways in which they could increase
sales and start e-mailing multiple versions of their Power Point presentations to the Vice President for review, it could
lead to disastrous results. Instead, they could work on a shared file, by using the intranet. The intranet allows you to
create a central location where you could save your most recent file.
Disadvantages of intranet:-
i. Getting started – Building the intranet to your specifications can be expensive. A consultant may have to be hired to
give it the desired look and feel and to make sure that it is user friendly and simple enough for all employees to use.
ii. Developing and maintaining content – Once the intranet has been set up, someone has to be responsible for
maintaining and updating the information on a continuous basis. In small organisations, it may be sufficient to appoint
one person to do this. In larger organisations with multiple departments, it may be necessary to appoint several
persons to maintain and update information for the different departments. This becomes a complex and expensive
task.
iii. Training employees – Once the intranet has been set up, employees have to be familiarised and trained on how to use
the intranet. This involves investment in time and money.
iv. Convincing ‘old economy’ employees – Some employees may not be technology or computer savvy and may be
reluctant to use the intranet to access information. Therefore, they may have to be convinced about the benefits of
using the new technology.
Q.11. Explain the different types of corporate advertising.

Answer:-
1. Corporate identity advertising – This type of corporate advertising is done purely to communicate the organisation’s
corporate identity such as its name, logo for example, the Nike “swoosh”, trademark or brand name and slogan. When
the organisation’s identity changes, this is communicated through corporate advertising.
For example, the American fast food outlet, “Kentucky Fried Chicken”, changed its name to “KFC”. This name change
was communicated through corporate identity advertising.
2. Institutional advertising – This type of corporate advertising is aimed at special public such as the media, suppliers
and dealers, to correct communication problems with them.
3. Public Relations (PR) advertising – This is the name given to corporate advertising that aims to change the negative
attitudes of the public towards the company’s products.
For example, the advertising done by Coke and Pepsi following the pesticide controversy and the advertising done by
Cadbury’s, which was found to have worms in its chocolates, to protect their reputation are examples of this type of
corporate advertising.
4. Issue or ‘advocacy’ advertising – This type of corporate advertising projects a company’s viewpoint or stance on a
controversial issue like environmental pollution.
For example, when the pollution issue started affecting motorcycle companies, which were accused of emitting fumes
from their vehicles, Hero Honda ran an advertising campaign, where they highlighted the fact that their vehicles were
contributing to a pollution-free environment.
5. Public service advertising – This refers to corporate advertising to promote a social cause, such as awareness of AIDS,
family planning or prevention of drunken driving.
6. Corporate umbrella advertising – This type of corporate advertising is aimed at consumers and tries to link a new or
weak product to more established brands in the corporate ‘umbrella’ or with the company’s well established range of
products. The idea is to generate sales for the weak or new product.
For example, Richardson Vicks, better known for its ’Vicks’ brand and prescription drugs, clubbed its beauty products
such as ’Oil of Olay’ with its prescription drugs, in a single advertising campaign. This helped to create awareness of the
company’s entire range of products and generated sales for ‘Oil of Olay’.
7. Corporate sponsorship – This is also a form of corporate advertising, as a company pays to get itself linked with some
sporting or other event, where it gets to display its logo and corporate message. This creates a lot of visibility for the
company.
For examples, Pepsi sponsors World Cup Cricket and Kingfisher sponsors the Derby or the horse racing event. Their
names are now automatically associated with these sporting events.
Qno1. As a speaker you are addressing a group of people. Explain the elements involved in this communication.
Key elements of communication
Answer - Communication is an important component for success in our personal and professional lives. It is the key to
building favorable relationships. It is a part of ‘soft skills’,
The elements involved in communication are:

Sender or encoder – This is the person who transmits a message. For example, a manager writes a letter to a consultant
after a meeting or a sales manager making a presentation to the sales team. Here the manager is the sender
Receiver or decoder – The person who notices and decodes, or attaches some meaning to a message. Decoding may not
always be accurate and a wrong meaning may be attached to a message. For example, a friendly joke might be taken as
an offence, or feedback given to a subordinate by a superior might be taken in the wrong sense.
Message – This is any signal that triggers the response of a receiver. Messages may be intentional (as in the example of
the sales presentation by a manager to the sales team) or unintentional (nonverbal signals such as yawns that convey
the message of boredom).
Channel – This refers to the medium or the method used to deliver the message. As a business executive, you will often
have a choice of channels. For example, you could communicate with a customer through a letter, email or telephone.
Feedback – Most communication is two-way. Receivers generally respond to messages. For example, students may ask
questions during a lecture session and an employer may tell an employee that he has to think about his proposal. This
response to a sender’s message is called feedback. This kind of feedback is oral. Sometimes feedback can also be given
in a written form.
Context – This refers to the setting in which the communication takes place and could sometimes determine the success
or failure of the communication. Context can be classified as follows:
Physical context – This refers to the physical surroundings. For example, a work or social environment, in which the
communication takes place. Asking your boss for a promotion might be received differently, depending on whether the
communication takes place in your office, your boss’ office, at a company party or over lunch at a restaurant.
Social context – This refers to the relationship between the sender and the receiver. Taking the same example, asking
for a promotion is likely to be received differently, depending on how well you get along with your boss and whether
you are personal friends or not.
Chronological context – This refers to time related factors that could influence the communication. For example, is your
request made first thing in the morning or at the far end of the day? Is it made during or after work hours? Is it made at
a time when the company is going through problems such as a strike in the factory, or major losses?
Cultural context – This refers to the similarity of backgrounds between the sender and the receiver, such as age,
language, nationality, religion and gender. These factors could influence the
Communication favorably or unfavorably. Each of these key elements contributes to the success of the communication.
In other words, communication can go wrong if any of the following elements go wrong:
 The wrong person sends the message. For example, a junior accountant in a company writing a letter to a bank,
asking for a loan for a project worth several crore, is not likely to get the bank’s approval.
 The message is unclear or badly worded. There may also be too many messages, leading to confusion and
information overload.
 The wrong channel of communication is chosen. Placing an ad for a liquor product in a religious magazine for
example, is not likely to be received favorably.
 The message is wrongly interpreted, i.e., the receiver attaches the wrong meaning to the message.
 The feedback is not adequate to ensure understanding.
 Physical, physiological or psychological noise distorts the message.
 The communication takes place in the wrong physical, social, chronological or cultural context.
Q2 What is the importance of Kinesics and Proxemics in communication? Explain with examples.
Kinesics with example
Proxemics with example
Answer.
Kinesics with example

Kinesics is the most often studied and important area of non-verbal communication and refers to body movements of any
kind. Different body movements can express inner states of emotion. The different body movements are:
Facial expressions – Facial expressions can convey feelings of surprise, happiness, anger and sadness. If you meet a long
lost friend and say “I am very happy to meet you again”, but with a sad facial expression, it conveys the exact opposite
meaning.
Eye movements – The eye movements such as wide open pupils express feelings of surprise, excitement or even fear. The
importance of eye contact with one’s audience was pointed out earlier. Direct eye contact is an indication of intensity and
interest, while lack of it can convey feelings of nervousness and guilt. As prolonged eye contact can intimidate people, it is
not a good idea to stare at people. Different cultures perceive eye contact differently. In Asia, Latin America and Africa
people avoid direct eye contact to show respect. Arabs use prolonged eye contact to measure trustworthiness.
Gestures – The gestures such as movement of the hands while giving a lecture or presentation indicates a high level of
involvement in what you are saying. On the other hand, shuffling of the feet is a sign of nervousness and speaking with
one’s hands in one’s pockets is considered to be casual or even rude.
Head movements – The head movements like nodding the head can convey interest, appreciation, agreement or
understanding.
Posture – Posture, refers to carriage or attitude. Our posture can indicate our feelings. In formal settings such as job
interviews or classroom settings, it is essential that you maintain an erect posture to convey that you are attentive, since
slouching or a relaxed posture conveys a casual attitude. Movements can express inner states of emotion. The different
body movements are:
Facial expressions – Facial expressions can convey feelings of surprise, happiness, anger and sadness. If you meet a long
lost friend and say “I am very happy to meet you again”, but with a sad facial expression, it conveys the exact opposite
meaning.
Eye movements – The eye movements such as wide open pupils express feelings of surprise, excitement or even fear. The
importance of eye contact with one’s audience was pointed out earlier. Direct eye contact is an indication of intensity and
interest, while lack of it can convey feelings of nervousness and guilt. As prolonged eye contact can intimidate people, it is
not a good idea to stare at people. Different cultures perceive eye contact differently. In Asia, Latin America and Africa
people avoid direct eye contact to show respect. Arabs use prolonged eye contact to measure trustworthiness.
Gestures – The gestures such as movement of the hands while giving a lecture or presentation indicates a high level of
involvement in what you are saying. On the other hand, shuffling of the feet is a sign of nervousness and speaking with
one’s hands in one’s pockets is considered to be casual or even rude.
Head movements – The head movements like nodding the head can convey interest, appreciation, agreement or
understanding.
Posture – Posture, refers to carriage or attitude. Our posture can indicate our feelings. In formal settings such as job
interviews or classroom settings, it is essential that you maintain an erect posture to convey that you are attentive, since
slouching or a relaxed posture conveys a casual attitude. Therefore, it is important to take care of your appearance, so that
you convey the right meaning to others.
Proxemics with example

Proxemics is derived from the word ‘proximity’ or closeness and is the communication term for personal space and distance.
The space and distance which we choose to keep from people is also part of non-verbal communication. Each of us has our
own inner and outer circles, which differ for different people. The different types of spaces are as follows:
Intimate space – Our inner most circle is an ‘intimate space’, into which we generally admit only select people such as
family and close friends.
Personal space – A ‘personal space’ might include other friends and colleagues or co-workers. The intimate and personal
spaces involve communication of an informal nature.
Social and public space – The ’social and public space’ includes official or workplace relationships, where the
communication is of a more formal nature. In a business context, it is more relevant to understand the concept of the
following spaces:
Fixed space – Fixed space means that the physical features of the work environment such as furniture, room size and
seating arrangement are permanent. This conveys an impression of formality.
Semi-fixed space – Semi-fixed space means that certain elements of the environment can be changed. For example,
changing the seating arrangement conveys an impression of informality. Sometimes, use of space at the workplace can
determine leadership positions.
For example, seating at the head of the table conveys leadership or authority. A round table meeting, however, conveys
the idea of equality, since no one can be seated at the head of the table. All points of a circle are the same. That is why
when heads of state meet (as in UN Security Council meetings), it is always a round table discussion, since all heads are
equal. Space should therefore be used carefully in a work environment, so as to convey the right impressions.
Q3 How does internal business communication affect the organization? Discuss the role of each stakeholder in this.
Importance of internal business communication
Stakeholder’s role
Answer.
Importance of internal business communication
Internal business communication is the exchange of information within a Company internal business communication;
internal business communication involves interaction with the following stakeholders:
•Superiors
•Peers
•Subordinates
•Employees/Unions
•Shareholders
Good communication practices help maintain these intricate business dealings. Bad communication practices can cause
loss of business and even international tension among countries. Communication is intricately blended with non-verbal
communication and etiquette.
It is also often necessary for separate teams to communicate in order to discuss important issues that may possibly
overlap departments. Since it is important that every team have a specific purpose, the communication between each
will ensure all efforts are being concentrated on different individual aspects of the business.
Employees will also need to talk to one another about different customer-related concerns or issues. These may even
stretch from one department to another, but there will be situations that will require the communication of two or
more people from different locations within the company. This will promote efficiency and make overall business
operation run more smoothly as everyone learns to work together.
Communication will be a very important part of the process. Each team will need to communicate with the others to
ensure the product is conceived, manufactured, and offered to the public in a manner that appears seamless. This is
what makes businesses gain good reputations, and is what ensures those good reputations will stick.
Stakeholder’s role
1. Stakeholders are groups or individuals who have an interest in the decisions of the company and its business.
Stakeholders can be internal to the business, such as employees, or external, like suppliers, customers or the public.
Internal communication planners need to plan for diverse stakeholder groups maintain both upwards and downward
communication.
2.
Stakeholders may be responsible for voting on significant changes in the business. Voting can take place annually based
on the corporate structure of the business or during any meeting. Stakeholders such as board of directors may vote to
elect management that will be entrusted to make all the major decisions on his own.
3. Stakeholders can hold significant management positions where they may report directly to the president, CEO or
chief financial officer.
4. Stakeholders are commonly responsible for maintaining or achieving a return on investment. Sometimes, the
investment can be made on a consistent basis over time. For example, consistently investing in stocks through one
company is an example of a stakeholder that is continuously increasing her stake in the company.
5. Stakeholders must continuously ensure that decisions they are making for the business are doing little to harm
society and the environment. They may choose to use an alternate resource if they realize that current resources are
becoming scarce. Stakeholders can donate money to a country that is in need or they may choose to limit their
depletion of resources or exploitation of the workers in a certain location (such as a third-world country).
Q4 Imagine a new product from food industry. Write a persuasive letter to customers, persuading them to buy your
company’s product.
Choosing the product and describing in letter

Persuading the customer to buy it
Answer.
Choosing the product and describing in letter
Here we choose Special Costa Coffee as a food product. The following is a persuasive letter for the same:
Café Coffee Day
36# 2/10 civil Line
Roorkee-254667
Special Costa Coffee
[Subject: Try our Special Costa Coffee]
Dear Customer,
We understand that because of the busy lifestyles that numerous individuals lead, there are a lot of people out there
who are craving for delicious meals that they just can't find the time to prepare themselves.
This is why I'd like to invite all of you to try the Exquisite Costa Coffee that Café Coffee Day is offering. We have a wide
variety of drinks that you can choose from. We have special varieties of drinks from all over the world to satisfy your
palate. Your taste buds will never get bored with the products we have for you.
What's even better about this is that you can put in your orders with us at any time of the day! Our cafeteria is open at
all hours and our customer service lines are available every day of the week! When hunger strikes, we'll be sure to be
there to answer your call.
Give us a call at 1-800-3000-4444 to ask for our menu list or to order our brochure. We can't wait to start serving you!
Sincerely,
Café Coffee Day
Persuading the customer to buy it

If business is slow, slash prices. The reason customers aren't frequenting your store may be because your competitors
are marking down their own products. To fight fire with fire, offer your own sales and promotions.
Even if demand is low for a product (gift baskets sold any time outside of the holidays don't sell as well, for example),
putting it on sale can get customers to buy a product they may not have considered otherwise.
Package Deal: If you have a specific product that you just can't move off the shelves, consider tying it to the sale of
another product. For instance, if you have trouble selling antibacterial soap, add it as a giveaway to the purchase of body
wash. You can even raise the price for the package deal, making the package cheaper than buying the two. It's better to
sell both at a discounted price than to not sell the antibacterial soap at all.
Percent Off: If you offer a coupon for 10 or 20 percent off of anything in your store, it encourages people to buy more.
Shoppers have the “buy more, save more” mentality, so this is a great method to generate sales.
Q5.You are going to face a job interview for the post of Manager-operations. Which aspects you will keep in mind
while facing the interview?
Aspects to be kept in mind during job interview
Answer.
Aspects to be kept in mind during job interview
When the interview is for recruiting for manager, it is definitely going to be a tough task. A manager, most significantly,
should have good leadership, strategic planning, business communication, and interpersonal skills in order to be able to
shoulder all necessary responsibilities given to him. An individual who is about to face an interview for the position of a
manager is required to be well-prepared with the answers that he needs to provide to the interviewers or the human
resource management personnel.
Research the Target Company: To be well prepared is half the victory. Do your homework, e.g. go to the company's
website and read about their vision, mission, strategy, products, finances, departments, competitive advantages,
competitors etc. If the company does not have a web presence look them up at the library, call the Chambers of
Commerce, and find out everything you can about them.
Prepare your Introduction & Key points: The introductory speech is your two minute opportunity to enlighten the
interviewer about yourself and what you have to offer.
- Be prepared to talk about any career changes you may have had.
- Make a list of your main strengths and the things you are currently working on towards your professional growth, with
examples of each.
- Be also prepared to talk about your weaknesses and how you are trying to overcome them.
Smile, be natural and speak with confidence. Practice in front of the mirror if necessary.
Good Timekeeping is Essential: Arrive at least 15 minutes early for your appointment. Besides ensuring
You are not rushed, use this time to learn more about the company’s ambience. Observe the company's employees as
you sit in the lobby.
How do they look? Do they greet one another and say hello to you?
Are they smiling and happy or frazzled and frustrated?
Be Open and Honest
When responding to the employer's questions, tell the truth! If you made a mistake, say it in a positive way, accept
responsibility for it, and explain how you have benefited from the experience & what you have learnt. Do not pretend
to be something that you are not, it will not work!
Take Responsibility: Remember, 50% of the responsibility for the right job match is yours. You
are interviewing the employer just as they are interviewing you. After all if you are selected, you will be spending at least
half of your waking day in this environment. So ensure that this is what you really want!
Dress for Success:The way you dress makes a statement about yourself. Avoid bright colours and loud jewellery.
Regardless of the job that you are applying for, it is a good idea to wear a neat and clean suit, even in a casual business
environment.
Finish The Interview In Style: The last part of a good interview usually starts with the candidate asking some smart final
questions. For example questions about the more overall strategy of the company, about what the interviewer considers
as being crucial for being successful on the job (if not covered beforehand), or – if clarification is needed – about the role
and its specifics.
Two More Things Many Candidates forget About: Firstly, nothing wrong with, if you send to the interviewers – or at least
to the principal interviewer – a short mail after the interview and thanking again for the interviews and mentioning that
you would be looking forward to receiving their answer. This should be done, however, in a short and non-hyperbolized
manner. Secondly, and this is very relevant in case you had not gotten the job, you should contact the company to ask
for a personal and detailed feedback of your interview and about your performance. This is very helpful in order to
improve for the next interview. In addition, you should reflect on the previous interview(s) and go through it step by
step. Reviewing what went well and not so well. Focus on the improvement areas and write down specific action steps
on how to better prepare and execute in the future.
Q6 Write short notes on:
a) SQ3R technique of reading
b) Circulars
(SQ3R technique of reading, Meaning and role of Circulars)
Answer.
a) SQ3R technique of reading
SQ3R stands for the initial letters of the five steps in studying a text-
Survey S
Question Q
Read R
Recall R
Review R
Let us briefly go through these steps in the given order.
1. Survey: Survey refers to a quick glance through the title page, preface and chapter headings of a text. By surveying,
you will be able to gauge the main ideas of the text. Besides, the author’s name, date, place of publication and title page
can give you an idea of the general subject area. The table of contents, preface or foreword in a book would give you an
idea of the themes and how they are organized. A survey of the index or bibliography tells you immediately whether the
book contains what you need.
2. Question: The second step in the SQ3R technique of reading is “question.” A survey of the text will surely raise a few
questions in your mind regarding the text. Some of the questions could be- Is the book useful or relevant to my study ?
Does it provide some guidelines/information on the subject at hand?
3. Reading: After surveying and questioning, you begin the actual reading. You need to develop a critical approach to
reading anything for that matter. Read the text over and over again, each time with a different question and a different
purpose in mind. "I read it once and understand everything" kind of attitude is nothing but a myth. Hence, while reading
for the first time, you should just focus on the main points/ideas and supporting details.
4. Recall: The fourth stage in reading comprehension is recalling. Reading is not an isolated activity. Every reading
exercise increases your background knowledge. You should be able to connect the information gained with the already
existing background knowledge. Recalling whatever you have read will enable you to connect and relate the content
with the previous and future learning of the subject. This leads us to the next stage in reading i.e., review.
5. Review: Reviewing is nothing but checking whether we have followed the earlier stages promptly and efficiently.
Have we surveyed the book, article, or magazine properly? Have we asked the appropriate questions?
b) Meaning and role of Circulars

A circular is generally understood as a written communication addressed to a circle of persons and customers. A circular
may cover a notice or advertisements, etc., reproduced for distribution. The process of sending circulars is referred to as
circularizing. Circulars are generally meant to be followed, whereas memos are noted. Circulars are in the nature of
instructions or guidelines and are expected to be followed mandatorily. Major importances of a circular letter can be
explained in the following manner:
1. Gain support:
circular letters help the firm to gain support of a large number of people for its products or services.
2. Promote goodwill:
Through circular letter people become aware of the service offered by a company. As a result it helps to promote the
goodwill of the firm.
3. Increase of sales:
Another significant aspect of a circular letter is, it also helps to increase the volume of sales.
4. Cost saving:
As a large number of people can be informed through a circular letter, it is also helpful for saving the cost of publicity.
5. Expansion of Business:
As goodwill can be promoted through a circular letter, thus the scope of the business cab be expanded.
6. Introducing new products:
Circular letters play vital role in introducing new products or services to people.
7. Creation of consciousness:
Circular letters are renowned for creating consciousness among the people.
8. Establish Mutual Relationship:
Mutual relationship between the producer and consumers can be established through circular letters.
QNO7.As a speaker you are addressing a group of people. Explain the elements involved in this communication.
Key elements of communication

ANSWER - Communication is an exchange of facts, ideas, opinions or emotions by two or more persons. The elements
involved in communication are:
Sender or encoder – This is the person who transmits a message. For example, a manager writing a letter to a consultant
after a meeting or a sales manager making a presentation to the sales team. Here the manager is the sender.
Receiver or decoder – The person who notices and decodes, or attaches some meaning to a message. Decoding may not
always be accurate and a wrong meaning may be attached to a message.
Message – This is any signal that triggers the response of a receiver. Messages may be intentional (as in the example of
the sales presentation by a manager to the sales team) or unintentional (non- verbal signals such as yawns that convey
the message of boredom).
Channel – This refers to the medium or the method used to deliver the message. As a business executive, you will often
have a choice of channels. For example, you could communicate with a customer through a letter, email or telephone.
Feedback – Most communication is two-way. Receivers generally respond to messages. For example, students may ask
questions during a lecture session and an employer may tell an employee that he has to think about his proposal. This
response to a sender’s message is called feedback. This kind of feedback is oral. Sometimes feedback can also be given
in a written form. For example, a manager can send a written response to a customer’s letter of complaint. At other
times, feedback could be non-verbal, as in smiles and nods of appreciation during a talk or presentation.
 Context – This refers to the setting in which the communication takes place and could sometimes determine the
success or failure of the communication. Context can be classified as follows
 Physical context – This refers to the physical surroundings.
 Social context – This refers to the relationship between the sender and the receiver
 Chronological context – This refers to time related factors that could influence the communication.
 Cultural context – This refers to the similarity of backgrounds between the sender and the receiver, such as age,
language, nationality, religion and gender.
Each of these key elements contributes to the success of the communication.
QNO8 Describe any situation in your own experience where the communication failed because the listening was
faulty. Identify the barrier to listening in this situation.
Writing experience 5
Identifying and explaining the barrier 5 10
ANSWER - writing experience - Writing experience is very much important for any kind of business communication
.Without proper writing experience any type of business writing can be a wrong information to the commuter. Writing
experience comes through the stages of writing methodology, prewriting, writing and review must be followed to make
written communication more effective. It is a good practice to choose proper words to make the writing more effective.
Writing experience helps in avoiding complicated words, use of jargon, slang and colorful language while writing. One
has to be very careful while using the parts of speech - nouns, pronouns, adjectives, verbs, adjectives and adverbs as
incorrect usage can lead to misunderstanding. Proper and correct use of active voice, passive voice, spellings and
punctuations help to minimise the ambiguity and confusion during written communication. They also increase the
effectiveness in communication. It should also be proper and right use of tone, emphasis and subordination adds value
to the communication and increase the clarity.
Finally we have to be sure that communication should be minimum, simple, and effective.
Identifying and explaining the barrier -
Physiological barriers - This was discussed earlier under the barriers to communication. Some people may have genuine
hearing problems or deficiencies that prevent them from listening properly. Once detected, they can generally be
treated. Other people may have difficulty in processing information, or memory related problems which make them
poor listeners.
Physical barriers - These refer to distractions in the environment such as the sound of an air conditioner, cigarette
smoke, or an overheated room, which interfere with the listening process.
Attitudinal barriers
Pre-occupation with personal or work related problems can make it difficult to focus one’s attention completely on what
a speaker is saying, even if what is being said is of prime importance.
Wrong assumptions
The success of communication depends on both the sender and the receiver, as we have seen in an earlier unit. It is
wrong to assume that communication is the sole responsibility of the sender or the speaker and listeners have no role to
play. For example, a brilliant speech or presentation, however well delivered, is wasted if the receiver is not listening at
the other end. Listeners have as much responsibility as speakers to make the communication successful, by paying
attention, seeking clarifications and giving feedback. Another wrong assumption is to think that listening is a passive
activity, in which a listener merely absorbs the thoughts of the speaker.
Cultural barriers
Accents can be barriers to listening, since they interfere with the ability to understand the meaning of words that are
pronounced differently. The problem of different accents arises not only between cultures, but also within a culture. For
example, in a country like India where there is enormous cultural diversity, accents may differ even between different
regions and states.
Gender barriers –
Communication research has shown that gender can be a barrier to listening. Studies have revealed that men and
women listen very differently and for different purposes2.
Example – A salesperson giving a demonstration of a new type of office equipment may be asked by two colleagues if
the equipment will work without any problems and respond by saying ‘Sure.’ A male user may take the salesperson’s
answer at face value, whereas a female user may detect some hesitation in the salesperson’s voice. This is because the
male user listens for the content of the message, whereas the female user listens for the tone of the message.
Lack of training
Listening is not an inborn skill. People are not born good listeners. They have to develop the art of listening through
practice and training. Lack of training in listening skills is an important barrier to listening, especially in the Indian
context.
Bad listening habits
Most people are very average listeners who have developed poor listening habits that are hard to shed and that act as
barriers to listening. For example, some people have the habit of ‘faking’ attention or trying to look like a listener, in
order to impress the speaker and to assure the speaker that they are paying attention. Others may tend to listen to each
and every fact. This may result in them not understanding the main point.
QNO9 Describe any 5 types of presentations with examples and their target audience.
5 types of presentations 6
Identifying target audience and example 4
ANSWER - 5 types of presentations
Presentations may be made to both internal audiences – superiors, peers and subordinates, as well as to external
audiences – consumers, intermediaries, bankers, suppliers etc. Presentations may also be of different types, each with a
different purpose. Some of the most common types of presentations and the audiences to whom they are addressed are
mentioned in table.
: Types of Presentation and Target Audience
Type/Purpose of Presentation Example Audience

Briefing and Information New online leave application employees
orientation Orientation to new joiners Employees
Training How to operate a new Employees
software
Reporting Research Findings Consumer satisfaction survey Superiors
Reporting progress Report weekly sales superiors
Highlighting Company’s Reporting awards won by the Media
Achievements Company
TV and Radio Interviews to Describing company’s position Society at large
describe Company Viewpoints on environmental issues
Introduction Overview of the company New employees
Product Presentation Highlighting features of a new Consumer intermediaries
product
Project proposal New project undertaken by the Bankers
company
Project policy New mobile phone expense Superiors
reimbursement policy
Marketing special occasions Presentation at company Internal and external
anniversary celebrations audiences
Identifying target audience and example
Making a good presentation alone is not enough. It also has to be tailored to your listeners in such a way that they
understand and appreciate it. The following ‘information’ must be ‘gathered about your audience’, even before you begin
preparing for the presentation:
 Job designations and areas of expertise – You need to find out whether the audience comprises of specialists in a
particular area such as information technology or generalists.
 Preferred style of presentation – It would also be relevant to know the personal preferences of your audience,
with regard to the style of presentation that they are most comfortable with.
 Demographic characteristics of the audience – The gender, age, cultural background and economic status of the
audience also need to be studied in advance, so that the presentation may be tailored to appeal to that
particular audience. For example, a financial planner addressing an audience comprising of senior citizens, is
likely to suggest investment options that would be different from those that might be suggested for a younger
audience.
 Size of the audience – The size of the audience would determine your presentation style, the time set aside for
questions and answers, the size of visuals, etc. With a smaller group, the presentation could be made less formal.
 Level of knowledge on the subject – You need to know how familiar your audience is with the subject of the
presentation. If the audience comprises of experts in that particular area, basic explanations may not be needed.
 Attitude of the audience – The attitude of your listeners, both towards you as a speaker and towards the topic of
the presentation, needs to be studied in advance.
QNO10 Explain the different types of meetings. 10
Types of meetings 10
ANSWER - According to Deborah Tannen, “A meeting is any focused conversation that has a specific agenda,
especially but not only if it has been set up in advance.” This definition implies that meetings are not aimless discussions,
but they require careful planning and revolve around a specific topic that is decided in advance.
We can categorise meetings in the following types -
1.Task oriented meetings
As the name suggests, this type of meeting is a special meeting that is called to discuss and make arrangements for a
specific event.
For example, the company is opening a new branch or new factory, which will be inaugurated by a
minister on a specific date. All the key people involved may be asked to attend the meeting, to discuss the arrangements
that are being made for the inauguration.
2.Progress meetings - These are periodic meetings that are called to review the progress being made on a particular
front.
For example, weekly meetings may be held to review sales progress or if a new project has been
initiated, periodic meetings may be held to review the progress of different stages of the project.
Information sharing meetings
The main purpose of this types of meeting is exchanging information on a topic of relevance to the organisation.
For example: The Managing Director of a company may call his senior managers to share information about
the company’s joint ventures, overseas collaborations or plans for acquisition.
3.Problem solving or decision making meetings -
This type of meeting is the most challenging, as it involves taking some kind of action, making major decisions or
changing the existing policies and procedures. Therefore, all interests and departments of the organisation are
represented at such meetings.
For example, the marketing strategy of the company may need to be revised, as sales are on the
decline or a new product is to be launched and a meeting may be called to discuss the launch strategy.
QNO11.You are going to face a job interview for the post of Manager-operations. Which aspects you will keep in mind
while facing the interview?
Aspects to be kept in mind during job interview 10
ANSWER - A job interview is the logical outcome of an effective resume and cover letter, as well as good performance in
a GD. It has the specific purpose of determining how well the applicant will meet the job requirements and perform on
the job. The success of the job interview depends on the communication skills of the participants, namely the
interviewer(s) and the interviewee. Both the interviewer and the interviewee should follow a step-by-step process, to
make the interview a success.
One of them have been discussed below -
During the job interview – After going through the preparation stage one get ready for the actual interview . This is the
most important stage of the job application process, during which attention should be paid to the following aspects:
Opening formalities – Since it is important to create a good first impression, the way you greet and introduce yourself is
important. Using the name of the interviewer correctly, giving a firm handshake, waiting till you are asked to be seated
and sitting with an erect posture are common courtesies that should be observed to project a good image.
Non-verbal communication – This was discussed in detail in Unit 2. It was emphasised that in face-to-face
communication, non-verbal cues can enhance communication and convey a positive message. Apart from a firm
handshake and erect posture, your non-verbal behaviour should indicate that you are confident and attentive to what
the interviewer is saying.
Group interviews – A group interview is one where a panel of interviewers interview a single applicant. The group may
comprise people from different functional areas in the organisation, such as HR, Marketing and Finance.
Two-way interview – Although the applicant’s task is primarily to listen and the interviewer’s job is primarily to ask
questions, it is in the hands of the applicant to make the communication a two-way process.
Honesty and humility – It is important to be honest and to avoid giving vague answers or beating around the bush, if you
do not know the answer to a particular question. Employers appreciate honesty, rather than over-smart answers.
Positive answers – Do not speak ill of your previous employers. If asked about your previous experiences, you may give
honest feedback, but you should do so tactfully.
Salary discussion – Any discussion on salary should be initiated by the interviewer and not by the interviewee, especially
during the initial interview. When asked about your salary expectations, you should indicate a range, rather than a
specific figure.
Closing the interview – How you close the interview is as important as how you open it. Normally, the interviewer gives a
signal when the interview is over, either through body language, or by making a comment on the next step for action. At
this point, you must thank the interviewer, give another firm handshake and say that you look forward to hearing from
the company soon. Sometimes, the interviewer may conclude by inviting you to ask questions. In this case, you should
only ask questions that are relevant to the job or the organisation and avoid asking questions related to your
performance in the interview.
QNO12.Write short notes on:
a) Internet
b) Intranet
a) meaning and benefits of internet 5
b) Meaning and benefits of intranet 5
ANSWER - a) Internet - basically a network of computers interconnected across the worldwide. It is accessible to
everyone in the world. These interconnected computers share data through a standard protocal called TCP / IP. It’s
connected with billions of computers across private, public,government,business and education sectors.
The Internet grew out of the Advanced Research Projects Agency's Wide Area Network (then called
ARPANET) established by the US Department Of Defense in 1960s for collaboration in military research among business
and government laboratories. Later universities and other US institutions connected to it. This resulted in ARPANET
growing beyond everyone's expectations and acquiring the name 'Internet.'
Advantages of internet –
1.EMAILS –
Email is an essential communication tools in business. Messages are deliverd in the world instantly.Unlike traditional
mails takes a lot of time.Email is free and fast in comparision to telephone fax and postal services.
2.24 hours a day and 7 days week. – Works is going on even in none official hours . customer can visit at any point of
time .
3.Online chat - you can access many chat rooms on the web that can be used to meet new people ,make new friends ,as
well as stay with old friends ,
4.Services -
Many services are provided on the internet like net banking, job searching, purchasing tickets, hotels reservation, etc
5Communities – communities of all types have sprung up in the internet, it’s a great way to meet up people in the same
interest and discuss common issues.
6Ecommerce - Along with the information we can also do online shoping in the internet
Overall, Now a dayss without internet nothing can be done. It’s very good and Let’s guide our new generation to
use it in a right way. There are billions of people who use internet everday get benefit for their work and for pleasure and
Let’s all be very responsible to report any spammers and illegal activities to the Cyber Crime team to make internet
cleaner and safer to use.
Meaning and benefits of intranet

Simply defined, the intranet is a tool for distributing and sharing information of different types within the company. For
example, weekly reports, goals, human resources related information such as employee benefits and declared holidays,
interactive forms, vacation requests, supply orders, company policies and even memos and notices can be posted on the
intranet.
Advantages and disadvantages of intranet -
Discourages grapevine - Grapevine or the informal communication network, although useful, leads to rumours. When
employees are misinformed, they become dissatisfied and de-motivated.
Facilitates pre-meeting discussion – The intranet can be used to discuss and debate ideas prior to a meeting, so that
valuable meeting time is spent focusing only on relevant ideas. For example, suppose a sales team of five members are
required to make a presentation to the Vice President - Sales, on how to increase sales during the current year. Instead of
each salesperson making a lengthy presentation during a meeting and then getting ideas reviewed and approved, a
’discussion board’ can be created using the intranet, a few days before the meeting.
Saves time – The intranet is paperless communication and is therefore a big time saver. Employees can get information
on official holidays and other Human Resource (HR) related information, without having to interact with the HR
manager.
Is superior to e-mail – Sending some types of information through e-mail can sometimes create confusion and
information overload. For example, consider that five salespersons want to meet and give a presentation to the Vice
President – Sales, on how to increase sales. If each one of them has three different ways in which they could increase
sales and start e-mailing multiple versions of their Power Point presentations to the Vice President for review, it could
lead to disastrous results. Instead, they could work on a shared file, by using the intranet.
Q13. Nonverbal communication is ambiguous. Explain the statement with example. Also discuss in brief the types
of non-verbal communication. (Explanation of statement, Types of non-verbal communication) 4, 6
Answer: -- Non-verbal communication is ambiguous -
WHILE precise words to verbal communication to ensure that the message is clearly understood, non-verbal
communication is not always clear and easy to understand. For example, sitting back in a relaxed posture may
be a signal of boredom or fatigue. Similarly, avoiding eye contact with your audience could mean that either you
are nervous or guilty of something. Therefore it is not possible to accurately understand the messages conveyed
by non-verbal behavior.
FOR Example: Betty says, "That's not what I said!!!" Bob says, "Well that's what you meant!"
Ambiguous nonverbal communication has become the main subject matter for many situation comedy's or "sit-
com's". As I recall, I Love Lucy, Three's Company, and the more recent sitcoms, Married with Children, and
Seinfield are all sitcoms based on ambiguous nonverbal and verbal communication. (The actors would get
different meanings than the audience would, so the audience would get two different sides throughout the entire
episode.)
Classification of Non-verbal Communication
Non-verbal communication can employ audio and video signals to communicate messages. The ringing of a
telephone, blaring of a siren are examples of audio signals. A blaring siren in a factory can indicate to workers
that their shift has come to an end. By using audio signals, we can communicate to a vast number of people
scattered over a large area. Visual signals include posters, charts, graphs and drawings. Visual signals grab the
attention of the people. They can be used to overcome linguistic barriers. There is a common misconception that
non-verbal communication is synonymous with body language and includes only body language. The fact is that
it is a vast area which has been widely researched and includes several aspects. The table 1 lists the different
types of non-verbal communication, with the corresponding communication terminology.
Table 1: Different types of non-verbal communication
Q14. What are the strategies for effective listening? Discuss each of them in short. (Listing each of them,
Explaining in brief) 2, 8
Answer:
Strategies for Effective Listening--
EVEN though a number of barriers stand in the way of effective listening, these can be overcome through
conscious efforts, training and practice. Some of the suggested methods to overcome barriers of effective listening
are as follows:
 Create a conducive environment
 Select face-to-face channels
 Be open-minded and avoid distractions
 Use non-verbal cues to indicate active listening
 Use verbal communication to indicate active listening
 Listen first before responding
 Use the speaker-listener gap constructively
 Do not be judgmental
Let us discuss each of these briefly.
Create a conducive environment
To an extent, you can try to control the environment in which communication takes place, so that listening can
take place without any distractions. The physical barriers to listening can be overcome by:
 Ensuring a proper sound system and acoustics so that the speaker is audible.
 Avoiding places with high levels of activity, loud noises from the outside environment and poor air
conditioning systems.
 Shutting off mobile phones and telephones.
Select face-to-face channels
Listening is less accurate in the absence of face-to-face communication. For example, listening to and
understanding ideas correctly over the telephone are much harder than through a face-to-face meeting. Take the
case of calling a restaurant and placing orders over the telephone for home delivery of a meal. The chances are
that your orders may not be understood correctly. Therefore, as far as possible, arrange face-to-face contact to
ensure more accurate listening.
Be open-minded and avoid distractions
Listening is an exhausting activity which requires the right attitude and mindset. You have to focus your attention
completely on what the speaker is saying, without letting your mind wander. This kind of concentration can be
developed through various techniques and through constant practice. In addition, it is also important to rid
yourself of the notion that you have nothing new to learn from the other person. Even if it is a subject about which
you may be knowledgeable, the speaker may offer a different perspective or point of view. Therefore, it is
important to listen actively.
Use non-verbal cues to indicate active listening
It is important to communicate to the speaker that you are listening actively to what he/she is saying. This can be
done even without verbal communication. All the different aspects of non-verbal communication discussed earlier
should be used for maximum effect. For example, maintaining steady eye contact with the speaker, sitting up with
an erect posture, nodding now and then to show appreciation and understanding and appropriate facial
expressions are some of the ways in which your nonverbal communication can indicate that you are involved in
what the speaker is saying.
Use verbal communication to indicate active listening
While non-verbal behavior by itself can communicate that you are an active listener, it is also important to engage
in verbal communication with the speaker. Silence is often interpreted as lack of understanding or attention. In
order to convey that you have understood the speaker’s message you need to:
 Seek clarifications.
 Give feedback and suggestions.
 Paraphrase in your own words what the speaker has said.
Listen first before responding
Always let yourself finish listening before you begin to speak. Avoid the tendency to formulate your own response,
even before you have listened completely to the speaker’s words. If you are too busy thinking about what to say
next, you may miss the main point that the speaker is trying to make. This also gives the speaker the impression
that you are pre-occupied or rude.
Use the speaker-listener gap constructively
It was pointed out earlier that listeners have the ability to absorb information faster than the speakers’ rate of
speech. This spare time available to listeners is often misused by letting the mind wander and is one of the
physiological barriers to listening. One way of overcoming this barrier is to try to use this spare time to note
down what the speaker has said, review what has been said so far and anticipate what the speaker may say next.
Thinking ahead of the speaker and trying to guess where his/her talk is leading is a good strategy for effective
listening. This is not easy, but can be learnt through proper training.
Focus on the verbal and non-verbal message
Listening involves not only hearing and understanding the meaning behind the words, but also being alert to the
non-verbal behavior of the speaker. The importance of non-verbal cues has been emphasized throughout this
SLM. It is important to watch for any positive or negative messages that may be conveyed through the speaker’s
tone of voice, facial expressions, gestures and outward appearance.
Focus on the content, rather than the delivery
In order to grasp the true meaning of what the speaker is saying, it is important to concentrate on the content of
the message, rather than on how the message is delivered. For example, looking at the power point slides during
a speaker’s presentation may distract your attention from the main point that the speaker is trying to convey.
Similarly, being over critical of the speaker’s accent or mannerisms may make you miss the essence of the
message.
Ask questions of yourself and make notes
In order to engage in active listening, you also need to ask certain questions to yourself while listening. For
example, “What is the key idea that the speaker is trying to convey?”, “How does this fit in with I already know
on the subject?” or “How is this presentation organized?” are some possible questions that you could jot down
along with the answers.
Do not be judgmental
Judgmental listening can destroy empathy. You can listen nonjudgmental by the following measures:
 Adopt a non-confrontational approach – This will make the other person feel secure and open up.
 Identify common interests – Common interests help in bonding with the speaker and create an
atmosphere of trust.
 Avoid leading questions – Leading questions can be confrontational and create frustration and anger.
 Avoid minimizing the problem – When you minimize a problem, you appear to be judgmental.
15. How does general writing differ from business writing in terms of language style and tone? (Aspects of
business writing, examples) 8,2
Answer:
Technical Writing vs General Writing
Everyone does not have the flair for writing as not everyone is a good orator. However, there are ways to improve
one’s writing to make it more compelling, error free and clear to reach the minds of the writers. Words are
mightier than a sword in the sense that they inspire, educate and entertain people. But not all writing is equal or
same. General writing, such as writing your thoughts and opinions about a social issue, is totally different from
another style of writing called as technical writing. One should not confuse between the two styles, technical
writing and general writing, as they serve very different purposes and are also meant for vastly different
audiences.
General Writing
While writing on general subjects, the writer must place himself in the shoes of a reader to see the effect of his
own writing. Writing a weak piece of prose is not that serious when compared to a piece full of errors. This is
when the readers get confused and distracted. People respect high quality writing and tend to take the writer
seriously when the piece is error free and the message comes out clearly.
Spelling and grammar mean a lot to a reader. He gets irritated when he sees such mistakes as he expects nothing
less than perfect from a printed piece of paper. This is where spell check and editing after you have finished
writing comes handy. After this of course is the content, it should be logical and sequential so that there is no
reason for ambiguity and obscurity in the minds of the readers. Another important ingredient is life. The content
should be lively to keep the reader interested.
Technical Writing
Technical writing is a form of writing that is more seen than any other type of writing with people not even
realizing the fact. The essence of all technical writing is HOW. At a simple level, you can take the examples of a
cookbook full of recipes or an instruction manual on how to operate a mobile as technical writing. A good part
of technical writing is not meant for general public. This includes business writing to communicate with
management, employees and other businesses and is full of jargons related to the world of business.
In a wider sense, textbooks of science subjects are also examples of technical writing. If you are a student of
photography, any book containing information that is valuable to you is a form of technical writing as it contains
words that common public may not understand or appreciate.
Whether intended for general audience or for specific readers, technical writing should be clear and concise. It
should be helpful for the readers it is intended for. Although technical writing is certainly different from writing
a story or a poem, any technical writing must have content presented in as such a manner that it has the ability
to engage the reader. It should have material arranged in a manner that the reader gets the information that he
is seeking and also understands the subject matter easily.
In brief:
General writing vs Technical writing
• General writing and technical writing are two different styles of writing
• Though the basics remain the same (both need to engage the reader and must be free from spelling mistakes
and grammatical errors), technical writing is considered a little more difficult than general writing as it needs to
provide information in a clear cut manner that the reader is able to assimilate and understand.
• General writing is more about arousing the interest of the reader whereas technical writing has the sole
objective of making the reader understand a topic in an interesting manner.
• Technical writing has general guidelines to follow and it has to be clear and concise. It has to be in first person
and avoid passive voice.
Q16. One has to decide whether it is necessary to have a meeting and then start planning for it. What types of
meetings you can call for your business related activities? (Meetings, Types) 2, 8
Answer:
According to Deborah Tannen, “A meeting is any focused conversation that has a specific agenda, especially but
not only if it has been set up in advance.”1 This definition implies that meetings are not aimless discussions, but
they require careful planning and revolve around a specific topic that is decided in advance. Therefore, while
meetings may be more or less formal in the way they are conducted, they need to be planned, irrespective of the
nature of the meeting.
Types of Meetings
1. Task oriented meetings

As the name suggests, this type of meeting is a special meeting that is called to discuss and make arrangements
for a specific event. For example, the company is opening a new branch or new factory, which will be inaugurated
by a minister on a specific date. All the key people involved may be asked to attend the meeting, to discuss the
arrangements that are being made for the inauguration. Specific tasks are assigned to each of the participants of
the meeting.
2. Progress meetings
These are periodic meetings that are called to review the progress being made on a particular front. For example,
weekly meetings may be held to review sales progress or if a new project has been initiated, periodic meetings
may be held to review the progress of different stages of the project.
3. Information sharing meetings
In some organizations these types of meetings may be called regularly for the main purpose of exchanging
information on a topic of relevance to the organization. Such meetings may take place among co-workers or may
also involve top management. For example:
 The Managing Director of a company may call his senior managers to share information about the
company’s joint ventures, overseas collaborations or plans for acquisition.
 A weekly meeting of top executives may be held to discuss the activities of the company’s international
divisions.
 The members of the Research and Development (R & D) department may meet regularly to compare notes
on the results of their research efforts.
4. Problem solving or decision making meetings
This type of meeting is the most challenging, as it involves taking some kind of action, making major decisions or
changing the existing policies and procedures. Therefore, all interests and departments of the organization are
represented at such meetings. They also tend to be time consuming. For example, the marketing strategy of the
company may need to be revised, as sales are on the decline or a new product is to be launched and a meeting
may be called to discuss the launch strategy. As problem solving meetings are the most complicated type of
meetings, the guidelines offered in this unit are more relevant to these meetings.
Q17. What is memo? When you write a memo, what language and writing style will you follow? Explain.
(Meaning, Language and style) 4, 6
Answer:
Memo
Written communications include memos, notices, circulars, organization periodicals, etc communicated via e-
mails, bulletin boards, etc. Written communication is preferred over other forms of communication as it provides
a tangible and verifiable record of the information that was exchanged. The record can be stored for an indefinite
period and hence, in case of any concern on the communicated message, it is physically available for verification.
This is very useful for communication that involves complex and lengthy information. For example, the company's
marketing plan for a new product contains a number of tasks spread out over several months and numbers of
stakeholders are associated with it. Writing it down helps to communicate the plan effectively to all and it will be
readily available for reference over the entire life span of the product. Written communication can be used for
both informal to formal communication. As it can be easily duplicated, many individuals in the organization can
receive the message simultaneously making it highly flexible. The errors made in written communication can be
easily identified. Hence, individuals who prepare it take extra care. Thus, written communications are likely to
be well thought out, logical and clear. Memo is one of the most important forms of written communication in an
organization. Memos can be used for formal and informal communication. The word ’memo’ is a short form for
‘memorandum’, which is derived from the Latin word ‘memorandums’ which means “a thing which must be
remembered”. It is also referred to as an “inter office memorandum”, since it is used primarily as a tool for
communicating within the organization. The memo is essentially a condensed or a brief report that can be used
to convey information and decisions or to make short requests to co-workers, superiors and subordinates. It is
relatively informal in style, compared to letters and long reports and is unpretentious and concise. It is important
for the business executive to know how to write condensed reports or memos. Often, business executives may also
be asked to condense business articles for their superiors. This is essentially the same as ’précis writing’, where
an article is condensed to one fourth its size, without losing the essence or meaning. The condensed article could
then be put in memo format and sent to the superior. Given its importance, we shall briefly discuss how to write
a ’précis’.
Language and writing style of a memo
As a memo is a short, informal report, the following points have to be remembered regarding the language and
style that is used:
Be concise – It is important to be brief and focus on the point, so that the memo does not exceed two pages in
length. Make the sentences and paragraphs short, limit each paragraph to five lines or less and use bullet points
wherever possible. If you are giving reasons, number them or put them in separate paragraphs with double line
spacing. Otherwise use single line spacing between lines.
Use active not passive voice – As mentioned earlier, use of personal pronouns and active voice is permitted in a
memo, unlike a formal report where the passive voice must be used for the sake of objectivity. In other
words, it is appropriate to say for example that “Based on ‘my’ experience, ‘I’ feel that the budget is not
adequate.”
Use simple language – In earlier units, the importance of using simple English was emphasized. It is a good
practice to use short and simple words. At the same time avoid trying to impress the reader by using unnecessary
jargon.
Avoid giving too many reasons – Although, it is important to provide a justification when you make a request or
try to persuade someone to do something, do not overdo it. In general, a reader can only absorb a maximum of
six or seven reasons at once. Therefore, do not overstate your reasons.
Close with a call for action – Do not leave the reader hanging. If you wish to persuade the reader to accept your
request or recommendation, you must say it clearly using action words and indicating a time frame or limit. For
example, “I would like to discuss this in person with you and get your approval before the end of this week.”
Therefore, while writing business memos it is important to have clarity in writing, use short and simple words,
use positive language, keep paragraphs unified and coherent, have one idea in one paragraph and use right tone.
Q18. Write short notes on:
a) Business letters
b) Group discussions
(a) Meaning and importance of business letters b) Meaning and role of GD) 5,5
Answer:
Meaning and importance of business letters
Business letters are used primarily to communicate with external stakeholders such as consumers, intermediaries,
government and bankers. The principles of business letter writing are somewhat different from the principles of
writing general letters. Business letters are much more formal than general letters. Before we go into the specifics
of business letter writing, let us look briefly at some of these principles.
The principles that govern writing business letters are:
Consideration and courtesy – It is very important to retain the goodwill of customers and other external public.
A discourteous, rude letter can make you lose business. Therefore, the business letter should be extremely polite
at all times and mindful of the “P”s and “Q”s, i.e., the words “please, thank you and sorry.” Even if you happen
to get a rude letter from a customer, you must respond politely, in order to retain the customer.
If the company has been at fault, it is important to apologies to the customer for the mistake and for the
inconvenience caused. The overall tone should not be negative. For example, avoid saying “We cannot grant
your request.” Instead state it in a more tactful way, explaining the reasons for not being able to grant the request.
You can write, “As the warranty period has expired, we are unable to grant your request of servicing the product
without any charges”. If you are sending a job rejection letter to a candidate, it should be worded politely and in
a positive tone.
For example, instead of saying “We will be open 24 hours”, say “You can avail round-the-clock service.”
Directness and conciseness – Business letters should be brief and to the point, avoiding unnecessary details and
round about expressions. A typical Indian tendency is to be too wordy or ’verbose’, using redundancies and
unnecessary words. Business letters should give maximum information to the reader, using minimum words.
Clarity and precision – Business letters should be clearly worded, and avoid the use of jargon, technical terms
and slang words. Concrete words should be used, so that there is no ambiguity.
Example: Instead of saying “I received your communication”, it is better to be more precise and say, “I received
your letter.” The letter should include a single main idea and paragraphs should be used to elaborate on sub-
ideas.
Appearance – Apart from the content, the format, layout and overall look of the letter should be equally appealing
to the reader. Attention should be paid to the quality of paper used. The margins should be appropriate, including
one inch on each side and one and a half inches on top and at the bottom.
Meaning and role of GD:
Group Discussion
“A GD is a methodology used by an organization to gauge whether the candidate has certain personality traits
and/or skills that it desires in its members. In this methodology, the group of candidates is given a topic or a
situation, given a few minutes to think about the same, and then asked to discuss it among themselves for 15-20
minutes.1”In a GD, the members are expected to arrive at a common consensus. During the discussion, it is
important that the intention of the members is to facilitate the exchange of views. All the members of the group
are required to participate and to listen to the views of the other members. As a speaker, you should modify what
you say, based on the points that the other members of the group make, while the discussion is in progress.
The purpose of GDs is to measure certain traits of the participants, which are otherwise difficult to identify and
take time to assess. It is common for people who can communicate their ideas well and discuss effectively with
others, in a one-to-one situation, to become silent in a group situation. They will not be able to present or discuss
their ideas with the other members of the group. A GD helps to identify people who have such group skills and
people who do not. Today, it is very essential for job applicants to have group communication skills. When you
enter the real world, you do not work in isolation. Decision making takes place after discussing relevant issues
with others – be it superiors, peers or subordinates. Very often, you will need to interact with more than one
person at the same time, which is very similar to a GD type of situation. A GD is coordinated by a person known
as the ’moderator’.
Sometimes, there may be more than one moderator. The moderator is a neutral person, either from the
organization conducting the GD, or a professional. The moderator is normally an experienced person who has
the ability to judge the performance of every member of the group, even if it is a large one. The moderator’s
primary role is to evaluate the performance of every participant. He/she is the one who announces the topic and
keeps track of the time and the way in which the GD progresses. Generally, the moderator does not interfere
during the GD. However, the moderator can intervene in the following two situations:
 When the group discusses points that are not relevant to the given topic.
 When the discussion does not take place in an orderly manner.
 In the first case, the moderator may interfere to bring the discussion back on track. In the second case,
the moderator may stop the GD temporarily, till order is restored. The moderator also has the right to
ask a participant, who is dominating the GD to stop talking. In other words, the moderator is only a
facilitator or an observer, who is present to help the smooth functioning of the GD and to evaluate the
participants during the process.
 The GD is highly structured. The seating arrangement for a GD is decided by the moderator. Generally,
the participants are made to sit in a circular or semi-circular fashion, a ’U’ shape, or in a rectangular
’boardroom’ seating arrangement. In most cases, the group size ranges from 8 to 15 participants per
group. However, it may also be larger, depending on the organization which is conducting the GD.
 The participants are allotted specific seats in the GD. The time that is normally allotted to a group for
discussing the topic is 15 – 20 minutes. However, it is up to the moderator to terminate the discussion
much earlier, or to extend it by a few more minutes.
MB0039 Exam Guide Book MCQ Question

1.Meaning of Paraphrasing ?
Ans - Restating a text using different words that convey the same meaning.
2.What performance appraisal ?
Ans - It is a process which involves reviewing and discussing an employee's performance of assigned tasks and
responsibilities. The review is done depending on results performance of the employee in his/her job, not on
the physical characteristics.
MB 39 MCQS
Q1.Meaning of linguistic ?
Ans - The scientific study of the structure and semantics of a language.

Q2.Meaning of semantics ?
Ans - The study of meanings, changes in meanings, and the principles that govern the relationship between sentences or
words and their meanings
Qn3.What is Telecommuting ?
Ans - A work arrangement in which an employee works from home for a business and communicates through the use
of a personal computer equipped with modem and communications software.
Qn4. Communication may be divided into two types, they are __________--:
Ans - Verbal communication ,Non-verbal communication
QNo5. When communicating in a cross-cultural context, it is particularly important to avoid ____________________ of

words.
Ans - literal translation
Qno6. Verbal communication is more likely to go wrong in a cross-cultural context. (True/False)
Ans - True
AQno7. Non-verbal communication can be avoided by refusing to speak or write. (True/False)
Ans - False. Verbal communication can be avoided by refusing to speak or write.
Qno8. 5. Match the following sets:
Set A
A. Nodding the head B. Time language C. A boss visiting an employee’s office for discussion D. An executive chair and
a carpeted room E. Speaking loudly
Set B 1) Paralanguage 2) Kinesics 3) Arriving late for a meeting 4) Personal space and distance 5) Physical context
Ans - A - 2, B -3), C - 4), D – 5), E - 1)
QNO9. Use of space at the workplace can determine ______________ positions.
Ans - Leadership
Qno10. Colours are known for their symbolic meaning and have associations with different _______________.
Ans - Feelings
Qno11. Yellow and green are associated with negative feelings. (True/False)
Ans – False. Yellow and green are associated with positive feelings.
Qno12. Identify the communication channel where the communication is oral and non-verbal.
a) Two-way, face-to-face channels b) Two way, but not face-to-face channels c) One-way, not face-to-face channels d)
Multiple, but not face-to-face channels
Ans - a) Two-way, face-to-face channels
Qno13. ________________________ enables two parties in different locations to see and speak to each other.
Ans - Teleconferencing
Qno14 When the tone of the communication is to be formal, ______________ communication is more appropriate than
oral communication.
Ans - Written
QNO15.What is memo ?
Ans - A short message or record used for internal communication in a business.
Qno16.meanimng of performance reviews ?
Ans - The process of measuring and analysing the work of an employee.
Qno17. Communication between peers is essential for _______________ coordination. (Pick the right option)
a) Functional b) Organisational c) Managerial d) Statistical
Ans - Functional
QNO18.What is Ego clashes ?
Ans - Arguments or disagreements between conceited people having the same character or status.
Qno19.what is Outsourcing ?
Ans - The process of transferring tasks and services, which were previously performed internally, to the external
vendors.
Qno20. Communication between peers is essential for _______________ coordination. (Pick the right option)
a) Functional b) Organisational c) Managerial d) Statistical
Ans – a/ Functional
QNo21. Shareholders are very important internal stakeholders, since they are the ______________ of the company. a)
Managers b) Owners c) Directors d) Union members
Ans - b) Owners
QNo22. In Employee/Unions communication, _____________ contracts are the most appropriate channels.
Ans – Written
QNo23. The appropriate channels of communication with shareholders include __________ and _____________
channels.
Ans - Oral, Written
Qno24. Transparency is needed in dealings with the bank and failure to keep them informed could lead to the
company’s collapse. ( True/False)
Ans - True
Qno25. The biggest problem associated with upward communication is that it may lead to ‘handing down’ of decisions
by _____________.
Ans - Superiors
Qn26. Formal communication networks are based more on friendship, shared personal or career interests. (True/False)
Ans - False. Informal communication networks are based more on friendship, shared personal or career interests.
Qno27. Regular downward communication in the form of feedback given to employees is the most important factor
affecting job satisfaction. (True/False)
Ans - True
QNo28. A manager has to stay in constant touch with the stakeholders, both inside and outside the organisation.
Therefore there are two aspects to business communication –_____________.
Ans - Internal and external communication
Qno29. The internal stakeholders include superiors, _____________, shareholders, employees and their unions.
Ans - Peers, subordinates

Qno30. Communication with the government and bankers should be of a more formal nature. It should be largely
through_______-.
Ans - written channels
Qno31. There are two types of networks –_____________.
Ans - Formal and Informal
QNO32. A formal network is determined by an ________________ and hierarchy.
Ans - Organisational chart
Qno33. The main advantage of upward communication is that valuable_____________.
Ans - Suggestions could be given by subordinates to superiors.
QNo34. The biggest advantage of horizontal communication is teamwork and coordination.
QNo35. An informal network or grapevine refers to information flow through________________.
Ans - Nonofficial channels outside the work environment.
Qno36. Listening barriers may be categorised as :
Physiological barriers
Physical barriers
_____________
Wrong assumptions
____________
Gender barriers
Lack of training
Bad listening habits
Ans - Attitudinal, barriers
Qno37___________ is the most important of all the aspects of communication.
Ans - Listening
QNO38. There are different types of listening, each of which is appropriate for different situations.
They are:
o Discriminative listening
o Comprehension listening
o ________________
o Appreciative listening
o Empathetic listening
o Therapeutic listening
o Dialogic listening
ANS - Evaluative listening
QNO39. Empathetic listening and therapeutic listening are most often required in a______________.
Ans - Business context
QNO40.Meaning of 80:20 Rule ?
Ans - It is also called as Pareto Rule it states that for many phenomenon 80% of consequences results from 20% of the
causes.
Qno41.what is Paraphrasing?
Ans - Restating a text using different words that convey the same meaning.
Qno 42.what is Performance appraisal ?
Ans - It is a process which involves reviewing and discussing an employee's performance of assigned tasks and
responsibilities. The review is done depending on results performance of the employee in his/her job, not on the
physical characteristics.
Q43.Meaning of concise?
Ans - Expressing much in a few words or brief and compacted
QNo44. The three stages of ________________must be followed to make written communication more effective.
Ans - Writing methodology, prewriting, writing and review
Qno45. Right use of tone, ___________ adds value to the communication and increase the clarity.
Ans - Emphasis and subordination

Qno46. You check for wordiness, long sentences, complex and incomplete sentences when you review for macro issues.
(True/False)
Ans - False. You check for wordiness, long sentences, complex and incomplete sentences when you review for micro
issues.
Qno47. It is better to use the word 'interrogate' rather than 'ask'. (True/False)
Ans - False.
Q48. two types of oral communication are oral face-to-face communication and____________.
Ans - Oral non-face-to-face communication
Qno49. Liquid Crystal Display (LCD) projector ?
Ans - It is a type of video projector for displaying video, images or computer data on a screen or other flat surface.
Qno50.What is the full form LCD ?
Ans - Liquid Crystal Display (LCD) projector.
Qno51.type faces ?
Ans - It is the artistic representation or interpretation of characters or symbols.
Qno52. Conflicts between co-workers can be resolved through teleconferencing. (True/False)
Ans - False.
Qn53. Meaningful reading or reading with understanding is considered as _______________________. (Pick the right
option)
a) An active process
b) A positive strategy
c) A positive process
d) An active strategy
Ans - An active process
QNO54. Reading for interest or pleasure is usually fulfilled through reading ________________, while reading to learn is
associated with _____________________.
ANS - Fiction, Informative articles
QNO55. Reading for information about what is going on in your field, but outside your own company, is called reading
for internal information. (True/False)
ANS – False.
QNO56 Reading is defined as "____________-” or "psycho-linguistic guessing game”.
ANS - Thinking under the stimulus of the printed page
QNO57. Reading can happen for obtaining both _____________ and external information.
ANS – Internal
QNO58. Reading can be classified into following types:
o Skimming
o Scanning
o __________________.
o Intensive reading
o ________________.
ANS - Loud and silent reading.,
Extensive reading
QNO59. Robinson developed SQ3R technique and published it in his book "___________".
ANS - Effective Study.
QNO60. The following are the five steps of SQ3R technique:
61. ____________.
2. Question
3. Read
4. Recall
5. Review
ANS - Survey
62.What is blurb ?
Ans - A short piece of writing on the cover of a book that reviews and promotes the book.
63.What is Rubric ?
Ans - An assessment tool for communicating expectations of quality.
64. A special meeting that is called to discuss and make arrangements for a specific event is known as
___________________________. (Pick the right option)
a) Information sharing meetings
b) Task oriented meetings
c) Decision making meetings
d) Progress meetings
Ans - Task oriented meetings
65. Information sharing meetings may take place among co-workers or may also involve top management. (True/False)
Ans – True.
66. A basic question to be asked before planning any meeting is where to hold the meeting. (True/False)
Ans - False.
67. Once the need for a meeting has been determined, the next step is to ____________________ for the meeting.
Ans - Start planning
68. The items to be discussed are listed in the ____________________ order of priority in the agenda. (Pick the right
option) a) Ascending b) Alphabetical c) Descending d) Chronological
Ans - Descending
69. While opening the meeting it is a good idea to provide an outline of how the meeting must proceed, as well as the
timeline. (True/False)
Ans - True
70. If the chairperson refers the question to the entire group, to encourage participation then the question is known as?
(Pick the right option)
a) Direct question b) Relay question c) Overhead question d) Reminder question
Ans - b) Relay question
71. Members who have made significant contributions during the meeting must be
___________________________________.
Ans - Acknowledged individually
72. It is always a good practice to address the chairperson and avoid ___________________ and
________________________.
Ans - Bi-lateral talks, mini meetings
73. It is important for the chairperson to monitor the progress of the meeting participants before the next meeting to
ensure that the deadlines are met. (True/False)
Ans - False.
74. Meetings are carefully planned conversations that have a specific__________.
Ans - Agenda
75. Business meetings can be classified as:
o ______________
o Information sharing meetings
o Progress meetings
o Problem solving or decision making meetings
Ans - Task oriented meetings
Qno76. It is very important to inform the agenda of the meeting to the participants before_____________.
Ans - The meeting
Qno77. A comprehensive agenda must include:
o Time, venue and duration of the meeting
o List of participants
o Background information
o Clear list of items and goals
o Advance preparation by participants
Ans - Time, venue and duration of the meeting
Qno78. The steps involved in meeting follow-up are:
o ____________________.
o Check progress on follow-up actions
o Do your own groundwork
Ans - Plan for the next meeting
Qno79.Meaning of rambles ?
Ans - To stroll about freely with no particular direction.
Qno80. Written communication is preferred over other forms of communication as it provides a ________________ and
________________ record of the information that was exchanged.
Ans - Tangible, verifiable

Qno81. ________________________ means that the précis must be a brief, shortened version of the original article.
Ans - Condensation
Qno82. Which among the following indicates what an article is about? (Pick the right option)
a) Main theme
b) Components
c) Elements
d) Subject
Ans - Main theme
Qno83. The “To” heading of a memo mentions the name of the ____________.
Ans - Receiver
Qno84. If the purpose of the memo is not just to inform there must be a clear call for action. (True/False)
Ans - True
QNO. Which among the following is a type of memo format? (Pick the right option)
a) Inductive organisation
b) Incremental organisation
c) Deductive organisation
d) Decremental organisation
ANS - Deductive organisation
QNO The use of ___________________ and _______________________ is permitted in a memo.
ANS - Personal pronouns, active voice
QNO84. An intranet is similar to a __________________, except that it operates on an internal network that is exclusive
to a particular organisation.
Ans - Website
Qno85. The intranet can be used to discuss and debate ideas prior to a meeting. (True/False)
Ans - True
Qno86. Identify the advantage of the intranet. (Pick the right option)
a) Building the intranet b) Maintaining content c) Superior to e-mail d) Encourages grapevine
Ans - c) Superior to email
Qno87. The components of a business letter include:
o Date
o “To” address
o Salutation
o Attention line
o ____________
o Body
o Close o Enclosures
Ans - Subject line
Qno88. The messages conveyed through business letters may be divided into the following three broad categories:
o _______________.
o Bad news messages
o Persuasive messages
Ans - Routine messages
Qno89. Business letters are written in either of the following two formats:
o __________________________.
o The Indirect Organizational Plan
Ans - The Direct Organisational Plan
Qno90. The direct organisational plan includes the following steps:
1______________________.
2. Give explanations and reasons
3. End with a friendly closing
Ans - . Present the main idea first

Qno91. Business letters are used primarily to communicate with _____________________________.
Ans - External stakeholders
Qno. 92. Which of the following letters inform the buyer or customer about the action that has been taken?
a) Claim letters
b) Adjustment letters
c) Goodwill letters
d) Persuasive letters
Ans - b) Adjustment letters
Qno93. Product advertising is more a public relations activity than a form of advertising. (True/False).
Ans -
Qno94. _________________ is done purely to communicate the organisation’s name and logo to public or consumers.
(Pick the right option)
a) Institutional advertising b) Advocacy advertising c) Corporate identity advertising d) Public Relations advertising
Ans - c) Corporate identity advertising
95. The four types of reports are:
o _________________.
o Proposals
o Policies and procedures
o Situational reports
Ans - Periodic reports
96. A business report generally consists of the following items:
o Preliminary parts
o _______________.
o Addenda or annexes
Ans - Body of the report
97.Meaning of lay person
Ans - A person without professional or specialised knowledge in a particular subject.

98.Head hunters ?
Ans - A person whose profession is to find executives to fill open positions in corporations; an executive personnel
recruiter; also, a company that performs a similar service.
99. A group discussion is coordinated by a person known as the _____________.
Ans - Moderator
100. Participants with leadership skills will be easily noticed. (True/False)
Ans - True
102.Topics which require common sense, more than content knowledge are known as __________.
Ans - Abstract topics
101. Identify the GD in which the direction of the discussion is almost predetermined by the identified problem. (Pick the
right option)
a) Knowledge-based GD
b) Topic-based GD
c) Case-based GD
d) Abstract type GD
Ans - c) Case-based GD
102. The purpose of a GD is to evaluate the group ____________a job applicant.
Ans - Communication skills of
103. Participants of a GD are generally evaluated based on the following criteria:
o Content
o Communication
o Group behaviour
o Leadership skills
Ans – Content
104.GDs are of two different types –Topic based GDs and Case based GDs.
Ans - Topic based GDs

105. A job interview is generally structured and requires both the interviewers and the interviewees to follow the
following four steps during interview process:
o Preparation
o _____________.
o Evaluation
o Action
Ans - Meeting face to face
Qno106 .What is Active communication?
Ans - An effective means of communication in which there is congruence between verbal and non-verbal
communication and in which feelings are expressed accurately.
Q.107.Meaning of memo?
ANS - A short message or record used for internal communication in a business.
Q108. Performance reviews?
Ans - The process of measuring and analyzing the work of an employee.
Q109. Communication can be divided into two broad areas –__________and nonverbal communication.
An - Verbal
Q110. Verbal communication comprises_______________, which in turn can take many forms in a business context.
An - Oral and written communication
Qn.111.Gestures, _______________, posture and the way we dress, are all part of non-verbal communication.
Ans - Facial expressions
Qn112. Although _____________can affect both our personal and business relationships, it is important in the
workplace.
Ans - Non-verbal communication.
Qn113. written communication could be in the form of__________, reports, memos, notices, circulars or email
Ans – Letters,reports
Q.114. Non-verbal communication refers to communication _____________ and plays an important role in business
communication.
Ans - Without words
Q.115 The communication channels may be classified into three types, they are: 1. ____________2. Two way non face-
to-face 3 One way non face-to-face
Ans - Two way face-to-face

Qn116. When communicating in a cross-cultural context, it is particularly important to avoid ____________________ of
words.
Ans - Literal translation
Q117.Verbal communication is more likely to go wrong in a cross-cultural context. (True/False)
Ans – True
Qn118. Verbal communication is more likely to go wrong in a cross-cultural context. (True/False)
Ans - False. Verbal communication can be avoided by refusing to speak or write.
Qn119. Match the following sets:
Set A
A. Nodding the head
B. Time language
C. A boss visiting an employee’s office for discussion
D. An executive chair and a carpeted room
E. Speaking loudly
Set B 1) Paralanguage
2) Kinesics
3) Arriving late for a meeting
4) Personal space and distance
5) Physical context
Ans - . A - 2, B -3), C - 4), D – 5), E - 1)
Qn15. Yellow and green are associated with negative feelings,
Ans – False.
Qno120. Communication between peers is essential for _______________ coordination. (Pick the right option) a)
Functional b) Organisational c) Managerial d) Statistical
Ans - Functional.
Qn121. An advantage of regular downward communication is ____________.
Ans - Transparency/openness
Qno122.What is marketing strategy ?

Ans - A long-term course of action that that is designed to utilise an organisation’s resources optimally to provide
superior customer services.
Qno123.Meaning of outsourcing ?
Ans - The process of transferring tasks and services, which were previously performed internally, to the external
vendors.
Qno124. Communication between peers is essential for _______________ coordination. a) Functional b) Organisational
c) Managerial d) Statistical
Ans - Functional
Qn125. Shareholders are very important internal stakeholders, since they are the ______________ of the company.
a) Managers b) Owners c) Directors d) Union members
Ans - b) Owners
QNO126. Supplier communication is becoming more sophisticated through online____________.
ANSWER - (B2B) channels
QNO127. The different forms of questions that help in effective questioning are:
 __________________
 Closed questions
 Probing questions
 Leading questions
 Hypothetical questions
ANSWER - Open questions
QNO128. 1. A special meeting that is called to discuss and make arrangements for a specific event is known as
___________________________. (Pick the right option)
a) Information sharing meetings
b) Task oriented meetings
c) Decision making meetings
d) Progress meetings
ANSWER – b) Task oriented meetings

QNO129.Information sharing meetings may take place among co-workers or may also involve top management.
(True/False)
ANSWER – False. A basic question to be asked before planning any meeting is whether to hold a meeting at all.
QNO130.A basic question to be asked before planning any meeting is where to hold the meeting. (True/False)
ANSWER - False. A basic question to be asked before planning any meeting is whether to hold a meeting at all.
QNO131. Once the need for a meeting has been determined, the next step is to ____________________ for the
meeting.
ANSWER - Start planning
QNO132.The items to be discussed are listed in the ____________________ order of priority in the agenda. (Pick the
right option)
a) Ascending
b) Alphabetical
c) Descending
d) Chronological
ANSWER - c) Descending
QNO133. A business report may also have the purpose of persuading or recommending a course of action. (True/False)
ANSWER - True
QNO134. A report may be perfectly written, but may still be of poor quality, if the ______________________ is not
accurate.
ANSWER - Data collected
QNO135. Identify the type of a report that was submitted to government stating that the company is following the
environment regulations. (Pick the right option)
a) Compliance reports b) Routine management reports c) Situational reports d) Policies and procedures
ANSWER - Compliance reports
QNO136 The purpose of ________________ and __________________ reports is solely to inform.
ANSWER - Policies and procedures

QNO137.As the size of the report increases, a number of extra parts can be removed, in order to assist the reader in
understanding the report. (True/False).
ANSWER - False. As the size of the report increases, a number of extra parts can be added, in order to assist the reader
in understanding the report.
QNO138. Which of the following sub-item belongs to the body of the report? (Pick the right option) a) Executive
summary b) Recommendations c) Glossary d) Content page
ANSWER - b) Recommendations
QNO139 . _____________________ includes the background and purpose of the study.
ANSWER - Introduction
QNO140. Index is a list of terms or keywords mentioned in the report, used especially as an aid in searching for
information. (True/False)
ANSWER - True
QNO141.Glossary section is needed only when the report is of a highly __________________ nature and the reader is a
________________.
ANSWER - Technical, layperson
QNO142. Reports are written after a problem is analysed and a solution to the problem is found. (True/False)
ANSWER - True
QNO143. _____________________________________ of the data is needed for the success of the report.
ANSWER - Correct interpretation
QNO144. Business reports must use __________________ nouns. a) Concrete b) Abstract c) Proper d) Common
ANSWER - Concrete
QNO145. A ______________________ sentence summarises one section of the report and leads the reader smoothly
into the next section.
ANSWER - Transition
QNO146. What do you understand by Layperson ?
Answer - A person without professional or specialised knowledge in a particular subject.
QNO147. A _________________________ is a document that summarises your background, educational qualifications,

experience and interests.
ANSWER - Resume
QNO148. ______________________ resume is appropriate when you are changing your career completely. (Pick the
right option) a) Functional b) Cross functional c) Chronological d) Professional
Answer - Functional
QNO149. If your experience is limited, you may also list part-time jobs, internships and voluntary work, under the title
work experience. (True/False)
Answer - True
QNO150. The general ______________________ of a resume is extremely important.
Answer - Appearance
QNO151. Cover letters can also be used to personalise your qualifications for a specific job. (True/False)
Answer – True
QNO152. The _______________________ must be straightforward and brief, mentioning the purpose of the letter. (Pick
the right option) a) Opening statement b) Address c) Body d) Closing
Answer - Opening statement
QNO153. A _____________________________ letter is easier to write and is more direct and straightforward than an
unsolicited application letter.
Answer - Solicited application
QNO154. . __________________________ increases the likelihood of getting candidates with initiative and foresight.
Answer – Unsolicited job application letter

QNO155. The initial paragraph of unsolicited job application letter must ask for action on the part of the prospective
employer. (True/False)
Answer - Unsolicited job application letter
Qno 156. Identify the stage that arises at the end of the interview. (Pick the right option)
a) Evolution b) Action c) Preparation d) Meeting face to face
Answer - a) Evolution
157. Part of ___________________________ is to anticipate the kinds of questions that might be asked by the
interviewer.
Answer - Pre-interview preparation
158. Any discussion on salary should be initiated by the interviewee and not by the interviewer. (True/False)
Answer - False. Any discussion on salary should be initiated by the interviewer and not by the interviewee.
159. A ________________ is one where a panel of interviewers interview a single applicant.
Answer - Group interview
160. In _____________ stage, the interviewer suggests and determines when the interviewee can expect the
forthcoming response.
Answer – Conclusion
161. GDs are of two different types –Topic based GDs and______________.
Answer - Case based GDs

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Sikkim Manipal University - DDE

i. Fill in the blanks:

I. Communication was defined as “the verbal interchange of thoughts or ideas” by __________.

II. Messages conveyed are complex and elaborate in _______ communication.

c. I-Allen Louis, II-Mass

d. II-Newman and Summer, II- Dyadic

Answer - a. I- Hoben ,II- mass.

ii. Fill in the blanks:

a. I-Individual, II- Receiver

c. I-Cultural, II- Channel

Answer - b. I-Semantic, II-Channel

Answer - c. Appreciative listening

iv. Fill in the blanks:

I. According to ___________________, “Good service, in many respects, is good listening."

II. Which type of questions discourage ‘yes’ or ‘no’ kind of answers?

a. I-Lundsteen, II- Open questions

b. I-Judi Brownwell, II- Open questions

c. I- Tom Peters, II- Probing questions

d. I- Stephen Covey, II- Leading questions

b. I-Judi Brownwell, II- Open questions

v. Fill in the blanks

I. In which stage of the writing methodology, does organising fall _____________

Vi. Fill in the blanks:

I. A principle regarding use of pronouns is to avoid excessive use of _____.

Vii. Fill in the blanks:

II. _________ conveys going beyond what is right or proper.

Viii. Fill in the blanks:

I. Which level of reading states that there is no in-depth understanding?

b. Recognition of the writer's meaning

c. Pure, literal reading

Answer - c. Pure, literal reading

II. Reading for interest or pleasure is fulfilled by reading ___________.

Xi. True or False:

State True or False:

a. I- True, II- True

b. I- False, II- True

c. I- True, II- False

d. I- False, II- False

Answer – a. 1- True, 2- True

a. I- True, II- True

b. I- False, II- True

c. I- True, II- False

d. I- False, II- False

Answer - a. 1- True, 2- True

Answer - d. Stephen Covey

Answer - c. Appreciative listening

Answer - b.Attitudinal barriers

Answer - a. Tone of voice

7. _________ conveys going beyond what is right or proper.

8. Which level of reading states that there is no in-depth understanding?

b. Recognition of the writer's meaning

c. Pure, literal reading

Answer - c. Pure, literal reading

9. Reading for interest or pleasure is fulfilled by reading ___________.

10. Reading is a skill which can be acquired through constant _____________________.

a. Pay attention to the tone

b. Place important information first

c. Watch the content

d. Set aside time to check e-mail

Answer - c. Watch the content

14. What is the WIFM rule?

a. What's the forwarded message