BUSINESS COM.

Sikkim Manipal University - DDE Master of Business Administration I Semester MB0039-Business communication -4 credits (Book ID 1622) Model Question Paper Duration: 3 hours

Total marks: 140

Section A ESSAY TYPE QUESTIONS (10 Marks each) [Please answer Any Four essay type questions in a separate page answer sheet especially provided for the purpose] 1. Discuss the channels of communication. Explain the guidelines followed while selecting the appropriate channel. (refer to unit 2) 2. With the help of three steps format (Preliminary parts, body of the reports and annexes) prepare a business report. (refer to unit 13) 3. What are the ways in which an organisation can overcome the barriers to communication? (refer to unit 1) 4. What are the advantages and disadvantages of intranet? (refer to unit 10) Case study Improving the Listening Skills of Managers at Procter & Gamble Introduction The managers of Procter & Gamble (P&G) are highly trained professionals. They work under heavy time pressures and tight deadlines. As a result of this, the managers were not listening effectively to customers and co-workers. LEAD group To improve the listening skills of the employees and managers, the Research and Development (R&D) department conducted a programme for middle managers and technical leaders. A group ‘Leaders Effect A Difference (LEAD)’ was formed to attend that programme. The objective of the LEAD group was to increase innovation and build lasting relationships to increase long-term networking. The participants of the LEAD group could obtain the following benefits:  Recognise the complexities of work issues.  Accept the senior management expectation.  Recognise the importance of helping others to solve their work issues.

The programme for a LEAD group begins with a 45 minute introduction to LEAD process and is followed by building in-depth listening skills. Listening is the main point of coaching; hence it plays a critical role in developing coaching. The lead group was structured into groups of six persons. Participants were asked to play the role of helper and observer. Each member of the group was assigned the role of seeker for one of the six LEAD sessions. The seeker was assigned the role of practicing the skills of helping others on work issues. The helper was assigned the role of practicing listening and training skills with the aim of assisting the seeker to think, feel, and plan. Outcome of the LEAD group Over time, the LEAD group programme was effective in motivating listening skills of managers. The LEAD group approach met the business need for improved coaching by managers and was successful in establishing communication with broader network of employees. Discussion Questions: 5. Give the reason which made the managers ineffective listeners? (Hint: Refer ‘Introduction’ of the case study) 6. What are the benefits of LEAD group program to the participants? (Hint: Refer ‘Lead group’ of the case study) Refer to unit 4 Section B Multiple Choice Questions (MCQ) [Please answer all the following questions] 1. Communication was defined as “the verbal interchange of thoughts or ideas” by __________ . a. Hoben b. Anderson c. Allen Louis d. Newman and Summer 2. Messages conveyed are complex and elaborate in _______ communication. a. Group b. Individual c. Mass d. Dyadic

3. 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 4. The medium or method used to deliver message in communication is referred as ______________ a. Receiver b. Sender c. Channel d. Decoder 5. 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 6. 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 7. _______________ 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 8. According to ___________________, “Good service, in many respects, is good listening." a. Lundsteen b. Judi Brownwell c. Tom Peters d. Stephen Covey 9. Which type of questions discourage ‘yes’ or ‘no’ kind of answers? a. Open questions b. Closed questions

c. Probing questions d. Leading questions 10. In which stage of the writing methodology, does organising fall? a. Prewriting b. Writing c. Reviewing d. Analysing 11. _____________ refers to casual words that are not accepted and recognised in a standard English dictionary. a. Slang b. Jargons c. Metaphors d. Phrases 12. A principle regarding use of pronouns is to avoid excessive use of _____. a. You b. She c. He d. I 13. ____________ 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 14. 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 15. _________ conveys going beyond what is right or proper. a. Parallelism b. Courteous c. Phrase d. Presumptuous 16. 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 17. Reading for interest or pleasure is fulfilled by reading ___________. a. Informative articles b. Fiction c. Newspapers d. Emails 18. Reading is a skill which can be acquired through constant _____________________. a. Experimentation b. Practice c. Knowledge update d. Interpretation 19. 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 20. 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 21. Extensive reading is enjoyable as well as ____________. a. Informative b. For pleasure c. Imaginative d. Detailed 22. The intranet allows you to create a _________ where you could save your most recent file. a. Central location b. Secure location c. Private location d. Invisible location

23. 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 24. 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 25. 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 26. Instant Messaging happens over ___________ within an organisation. a. Intranet b. Extranet c. Internet d. Wi-fi 27. Lack of communication during ________ encourages the grapevine among shareholders and leads to false rumours. a. Loss b. Failed strategy c. Crisis d. Developments 28. Business letters differ from personal letters in terms of degree of formality, tone, style and __________ used. a. Language b. Content c. Format d. Length 29. A discourteous or rude letter can make one lose business. Which principle of business letter writing should be kept in mind? a. Directness b. Clarity

c. Courtesy d. Appearance 30. 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 31. ___________ 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 32. Persuasive letters are similar to ______________ which follow the AIDA format. a. Memo b. Press releases c. E-mails d. Advertisements 33. The physical features of the work environment such as furniture, room size and seating arrangement are a part of _________ space. a. Social b. Personal c. Intimate d. Physical

34. _________ are “brief, printed statements that outline the major facts of a news story in journalistic style”. a. Breaking news b. Press releases c. Headlines d. News articles 35. What does USP stand for? a. Unique Social Perspective b. Unique Selling Presentation c. Unique Selling Proposition d. Unique Sales Point

36. 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 37. 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 38. 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 39. 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 40. ______________ 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 41. Resumes and ________ are used by prospective employers to screen and shortlist candidates. a. Interviews b. Telephonic conversation c. Cover letters d. Group discussions 42. 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. 43. In which section of the job application, should the individual be addressed formally either by his/ her last name or the designation? a. Salutation b. Opening c. Body d. Closing 44. 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 45. __________ 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 46. A group discussion is done to gauge the _________ traits of an individual. a. Behavioural b. Personality c. Discipline d. Leadership 47. The group size in a GD ranges between ____________. a. 8 to 15 b. 4 to 8 c. 10 to 15 d. 6 to 12 48. ___________ is as important in a GD as speaking. a. Interrupting b. Leading c. Mental notes d. Listening

49. _________ topics cover current economic and non-economic issues in a GD. a. Topic-based b. Abstract-based c. Knowledge-based d. Case-based 50. Which topics require common sense more than content knowledge? a. Abstract topics b. IT topics c. Sports related topics d. Social topics 51. 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. State True or False: a. 1- True, 2- True b. 1- False, 2- True c. 1- True, 2- False d. 1- False, 2- False 52. 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 53. 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 b. 1- False, 2- True c. 1- True, 2- False d. 1- False, 2- False

54. 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. State True or False: a. 1- True, 2- True b. 1- False, 2- True c. 1- True, 2- False d. 1- False, 2- False 55. 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 56. 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. State True or False: a. 1- True, 2- True b. 1- False, 2- True c. 1- True, 2- False d. 1- False, 2- False 57. 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. State True or False: a. 1- True, 2- True b. 1- False, 2- True c. 1- True, 2- False d. 1- False, 2- False

58. 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. State True or False: a. 1- True, 2- True b. 1- False, 2- True c. 1- True, 2- False d. 1- False, 2- False 59. 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 60. 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 b. 1- False, 2- True c. 1- True, 2- False d. 1- False, 2- False 61. 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. State True or False: a. 1- True, 2- True b. 1- False, 2- True c. 1- True, 2- False d. 1- False, 2- False 62. 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. State True or False: a. 1- True, 2- True b. 1- False, 2- True c. 1- True, 2- False d. 1- False, 2- False 63. 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 64. 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. State True or False: a. 1- True, 2- True b. 1- False, 2- True c. 1- True, 2- False d. 1- False, 2- False 65. 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

66. Business letters can be used to _________________ different messages to a variety of _________________. a. Communicate, institute b. Receive, customers

c. Send, organisation d. Communicate, audiences 67. 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. State True or False: a. 1- True, 2- True b. 1- False, 2- False c. 1- False, 2- True d. 1- True, 2- False 68. 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 69. Consider the following statements: 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. State True or False: a. 1- True, 2- False b. 1- False, 2- True c. 1- True, 2- True d. 1- False, 2- False

70. 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

71. 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 72. Consider the following statements: 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. State True or False: a. 1- True, 2- True b. 1- False, 2- False c. 1- False, 2- True d. 1- True, 2- False 73. 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 74. 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 75. 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. State True or False: a. 1- True, 2- False b. 2- False, 2- True c. 1- True, 2- True d. 1- False, 2- False 