1

Question Paper
Business Communication Paper - 1A
Answer all 100 questions.
Each question carries one mark.

1. We all know that a sentence can be broadly divided into two parts: the subject and the predicate. Each word in
sentences has its own Iunction contributing to the overall meaning oI the sentence. Depending on these Iunctions, a
sentence has diIIerent parts oI speech or word classes. Short sentences communicate better than long sentences due
to
(a) Increased clarity
(b) Increased ambiguity
(c) Social indiIIerences
(d) Mind limitations
(e) Psychological bias.
<Answer>

2. Disagreements and subsequent conIlicts arise because individuals see, hear and interpret things diIIerently. Success
oI the organization depends on how these conIlicts can be used Ior the beneIit oI the organization. In this process,
sometimes to resolve the conIlict you need to satisIy both the parties to the greatest degree. Then your approach
must be
(a) Avoiding
(b) Competing
(c) Accommodating
(d) Collaborating
(e) Compromising.
<Answer>

3. Non-verbal communication is deIined as the communication, which is not conveyed using words but by our Iacial
expressions, body movements, tone oI the voice etc. The study oI the non-verbal symbols is divided into three main
areas: paralanguage, proxemics and kinesics. What does kinesics mean?
(a) A study oI the tone oI voice, the loudness, rate oI speech, etc.
(b) A study oI how people use the physical space around them
(c) A study oI body movements and Iacial expressions
(d) A study oI how particular words have an impact on the receiver
(e) A study oI how pronunciation and enunciation impact the receiver.
<Answer>

4. There are many ways that a group can make a Iinal decision, agree on a solution or agreement. In which oI the
Iollowing an external body or person makes a decision Ior the group?
(a) Consensus
(b) Compromise
(c) Majority vote
(d) Decision by leader
(e) Arbitration.
<Answer>

5. Visual aids help to communicate the subject matter clearly and attractively. Sometimes visual aids are used to
impress audience. Which oI the Iollowing you should bear in mind while preparing visual aids?
(a) Too many visual aids might distract your readers and break the continuity oI the main argument oI your
report
(b) Using too many visual aids is always advisable since, they make a good impression
(c) While using visual aids it is advisable to use restricted number oI them
(d) While using visual aids it is advisable to see excellent color are used or not
(e) While using visual aids it is appropriate to ask yourselI the question whether you have the competency to
do so or not.
<Answer>

6. There are many directions in which organizational communication Ilows. Bosses have to pass instruction to
subordinates, provide Ieedback regarding various tasks to their bosses and Ior providing reports they have to
coordinate with other department bosses. Which oI the Iollowing is an example oI lateral communication?
(a) The Ilow Irom a supervisor to his supervisee
(b) The Ilow Irom a supervisee to his supervisor
(c) The Ilow Irom one supervisor to another supervisor at the same level
(d) The communication handled by the public relations department
(e) The Ilow Irom a company spokesperson to the press.
<Answer>


2
7. In which oI the Iollowing ways can you adopt an audience-centered` approach in your business communication?
(a) By writing about the audience
(b) By developing a long-term relationship with the audience
(c) By Iocusing on and caring about the members oI the audience and making all possible eIIorts to make your
message meaningIul to them
(d) By making sure that you agree with your audience on all issues
(e) By sending an emotional message.
<Answer>

8. Communication is a chain oI events that can be broken into Iive phases, Ieedback as the last phase. Feedback is the
receiver`s response to a message; it can take a number oI verbal and nonverbal Iorms. Which oI the Iollowing is not
a good way to give constructive Ieedback?
(a) Focusing on particular behaviors; Ieedback should be speciIic rather than general
(b) Keeping Ieedback impersonal; keep Ieedback job related
(c) Using "you" statements; make clear where the employee is wrong
(d) Making Ieedback well timed; there should be only a short interval between the recipient's behavior and the
Ieedback
(e) Focusing on the aspects the receiver can do something about.
<Answer>

9. An abstract is a brieI technical summary. The abstract oI a report is directed primarily to readers who are Iamiliar
with the technical subject and need to know whether to read the Iull report. Which oI the Iollowing is true with
regard to abstracts?
(a) Abstracts are oI three types: Iunctional, descriptive and inIormative
(b) Abstracts are oI two types: descriptive and inIormative
(c) Abstracts are oI Iive types: short, classiIicatory, Iunctional, descriptive and inIormative
(d) There is only one type oI abstract: a Iunctional
(e) Abstracts are oI two types: Iunctional and inIormative.
<Answer>

10. Your team / group in the organization is asked to study the existing perIormance measurement system and provide a
report. The Iirst job oI your group will be
(a) Organize the material
(b) Analyze the data
(c) Assign parts to be written
(d) Gather the inIormation needed
(e) Write the report.
<Answer>

11. Which oI these is not a strategy Ior deIusing and redeIining a conIlict?
(a) Make sure everyone hears the same message
(b) Separate the main issue Irom personal Ieelings
(c) Settle Ior nothing less than 100
(d) Allow Ior cool down time beIore resolution
(e) Focus on areas oI agreement.
<Answer>

12. When writing a letter oI recommendation, you
(a) Should use careIul wording that will meet both parties' needs
(b) Show it to the job candidate beIore sending it to the person who requested it
(c) Overstate the candidate's abilities iI he or she is a good Iriend and really wants the job
(d) Make sure to include any negative stories you have heard about the candidate
(e) Keep the employer`s interests in mind.
<Answer>

13. When two parties involved in a conIlict, want to work towards amicable solution, they must engage themselves in
communication process to decide what kind oI deal would be acceptable to both. In other words, they must
negotiate to reach an agreement. In a negotiation, iI argument continues over position, then it leads to
(a) Policing
(b) Polishing
(c) Polarization
(d) Posthumous action
(e) Pretension.
<Answer>

14. When a letter is written Ior something, to which the writer thinks he/she is entitled, the letter is called as a claim
letter. A response to the claim letter is termed as
(a) Good news letter
<Answer>



3
(b) Routine letter
(c) Adjustment letter
(d) Commercial letter
(e) Return letter.
15. The unspoken part (nonverbal) oI communication always accompanies the verbal part. The unspoken part oI the
communication conveys myriad oI meanings. Nonverbal communication behaviors include
(a) Twitching, scratching, rolling your eyes
(b) Secret notes passed between Iellow workers
(c) Intrapersonal dialog
(d) Sending an Email response to an irate customer
(e) Reports, Memos and Letters.
<Answer>

16. Whatever the type oI interview, a good deal oI planning is necessary to make the interview a successIul one. There
are six strategies Ior planning an interview-state the purpose, get inIormation about the other party, decide the
structure, consider possible questions, plan the physical setting and anticipate problems. Which oI the Iollowing
questions is not among the list oI possible questions to ask the interviewer?
(a) Could you give me one reason Ior not hiring me?
(b) Why is this job vacant now?
(c) What additional training does your organization provide?
(d) What are your organization's major strengths and weaknesses?
(e) What growth opportunities do I have in your organization?.
<Answer>

17. All business messages are essentially persuasive messages. AIter all, writers convey messages with the aim oI
persuading readers to their point oI view. In which oI the Iollowing situations can the persuasive message be seen
as negative?
(a) When ancient techniques are used Ior persuading a contemporary audience
(b) When message Iails to persuade the target audience
(c) When it involves dishonest and unethical practices
(d) When target audience is resistant to the message
(e) When the presenter oI the message looks arrogant.
<Answer>

18. Which oI the Iollowing topics is generally covered in an introduction and talks about who wrote it; and when it was
submitted?
(a) Purpose
(b) Background
(c) Limitation
(d) Authorization
(e) Scope.
<Answer>

19. When business people speak oI reports, they are, in general thinking oI written, Iactual accounts that objectively
communicate inIormation about some aspect oI the business. Which oI the Iollowing is/are true about executive
summary?
I. Include all major items oI inIormation.
II. Reduce the parts oI the report in proportion.
III. It is one page condensation oI the actual report.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (II) above
(d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
<Answer>

20. Listening is the most Irequent, perhaps the most important type oI on-the-job communication. Listening involves
various steps. Which oI the Iollowing is the Iirst step?
(a) Physically receiving the message
(b) Interpreting the message
(c) Evaluating the message
(d) Encoding the message
(e) Deciding whether to listen or not.
<Answer>

21. In response to an idea Pete states during a meeting, Andrew makes a "thumbs up" gesture. Andrew's action
Iunctions to
<Answer>


4
(a) Control and regulate the communication taking place
(b) Contradict Pete's expressed idea
(c) Substitute Ior saying "I like your idea"
(d) Indicate that the idea is oIIensive
(e) Asking Iurther details about the idea.
22. In a negotiation you should
(a) Try Ior win-win
(b) Accept nothing less than a draw
(c) Be content to avoid win lose or lose lose
(d) Try Ior loose so that other can win
(e) Try to draw Iirst, iI not then loose.
<Answer>

23. The ultimate goal oI the message is to make the audience understand our message. What should we do iI audience
do not share our general background in the topic oI our communication?
(a) We should educate them about the topic oI our communication
(b) We should try communicating about a topic in which they have a background
(c) We should Iind an audience with our general background
(d) We should educate ourselves to match the background oI our audience members
(e) We should let the audience speak on the topic they are Iamiliar with.
<Answer>

24. In the Iirst step oI the communication process
(a) The sender decides what to say
(b) The sender has an idea
(c) The sender chooses a medium oI transmission
(d) The sender transmits the message
(e) The sender decides how to encode the message.
<Answer>

25. Communication is more than a single act, whether you are speaking, writing or listening, it is a chain oI events that
can be broken into diIIerent phases. The phases are (in order)
(a) Sender, encoding, message, channel, receiver, decoding and Ieedback
(b) Sender, message, encoding, channel, receiver, decoding and Ieedback
(c) Sender, channel, encoding, message, receiver, decoding and Ieedback
(d) Sender, channel, message, encoding, receiver, Ieedback and decoding
(e) Message, sender, encoding, message, receiver, Ieedback and decoding.
<Answer>

26. In which oI the Iollowing circumstance(s) can a bad news letter begin with a clear statement oI the reIusal?
I. When reIusing an obvious unethical or immoral request.
II. When the writer is oI the opinion that the request is not reasonable.
III. When the writer has to demonstrate authority.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (II) above
(d) Both (I) and (III) above
(e) All (I), (II) and (III) above.
<Answer>

27. In which oI the Iollowing situations a written message is most suitable?
(a) When the message is detailed, complex and requires careIul planning
(b) There is no need to have a permanent record
(c) There is a need to overcome time-zone barriers
(d) There is a need to have immediate Ieedback Irom the audience
(e) The content oI the message is not important.
<Answer>

28. Your boss has been telling the staII that he would welcome suggestions about how to improve the organization.
You take him at his word and meet him to discuss some oI your ideas with him. As you begin to outline the changes
you propose, he Iixes you with an icy stare and Iolds his arms across his chest; as you go on, the Irown on his Iace
gathers intensity. When you Iinish, he gets up abruptly and says, with barely suppressed menace in his voice,
'Thank you very much. Your ideas are priceless. The way we stand and sit, i.e., position oI the body may convey
many unspoken things. Closed body position conveys that you are being
(a) Open to new ideas
(b) DeIensive
(c) Noncommittal
<Answer>



5
(c) Noncommittal
(d) DisrespectIul
(e) Angry.
29. In today`s business world, the success oI an organization to a great extent depends on which oI the Iollowing skills
oI the workIorce, to establish a positive work environment?
(a) Risk-taking abilities
(b) Interpersonal skills
(c) Gregariousness
(d) Cleverness
(e) Good writing skills.
<Answer>

30. You have identiIied the position Ior which you would like to apply. You have prepared an eIIective resume. The
next step is to write a letter oI application. Which oI the Iollowing is not a quality oI well-written application letter?
(a) The letter should contain sentences depicting latest inIormation about developments in the company
(b) The letter should be limited to one page
(c) The letter should be addressed to the person, not to the title
(d) The letter should not use you` attitude
(e) The letter should emphasize on the job requirement.
<Answer>

31. Visual aids help to communicate the subject matter clearly. Imagine reading a paragraph oI text describing your
company`s share oI sales and your competitor`s share oI sales per sales region. It would be unreadable and
incomprehensible. II the same inIormation were tabulated, the inIormation would not only be crystal clear, it would
also be easy Ior the reader to make the necessary comparisons oI diIIerences in market share. Visual aids thus
clariIy and simpliIy data. Which oI the Iollowing bar charts is a horizontal bar chart that graphically displays time
relationships?
(a) Gantt
(b) Simple
(c) Multi-range
(d) Stacked
(e) Paired.
<Answer>

32. Your Iriend is working as a CEO oI a small organization. He wants to convene a meeting oI all the department
heads to take a decision regarding the contemplated changes in existing procedures, to adopt a new one. What type
oI meeting would you suggest to your Iriend?
(a) Problem generating
(b) Problem solving
(c) InIormational
(d) Change Iacilitating
(e) TransIormational.
<Answer>

33. Which oI the Iollowing point(s) should be kept in mind when choosing a level oI Iormality Ior a speciIic document?
I. Use a Iriendly, inIormal style to someone you have talked with.
II. Avoid contractions, slang and even minor grammatical lapse in paper documents when you do not know the
people.
III. Pay particular attention to your style when you write to people you Iear or when must give bad news.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (II) above
(d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
<Answer>

34. Which oI the Iollowing will not help an organization to communicate eIIectively during a crisis?
(a) Being sure not to ignore the impact oI a crisis on employees
(b) Handling the crisis with candor and honesty
(c) Assuming a deIensive posture
(d) Letting the public relations department help management plan Ior and respond to crisis
(e) Hammer down the symptoms oI the problem.
<Answer>

35. There are many ways to ensure better listening. Which oI the Iollowing signiIies understanding speakers and
imagining how your audience will respond to your speech?
<Answer>


6
(a) Adjust your delivery
(b) Empathize
(c) Utilize Ieedback
(d) Be clear
(e) Be interesting.
36. Which stage oI the interviewing process takes 10-25 minutes and consists oI highlighting your qualiIications?
(a) Opening stage
(b) Body stage
(c) Preparation stage
(d) Closing stage
(e) Congratulating stage.
<Answer>

37. The topic sentence oI a paragraph
(a) Should be in the middle oI the paragraph
(b) Should be last to summarize the paragraph
(c) Should be preceded by an independent clause
(d) Should always come Iirst in the paragraph
(e) May vary in location depending on the paragraph.
<Answer>

38. You are writing a business message to a customer regarding the beneIits oI a to-be introduced and a bit costlier
product. You have to include evidences supporting the claims you have made regarding the utility oI the product.
The evidence should be
(a) As abstract as possible
(b) Minimal iI your subject is complex or unIamiliar
(c) Enough to be convincing but not so much that it's boring
(d) All oI the same type, such as examples or statistics
(e) The most important component oI the message.
<Answer>

39. Compared with a negative idea presented in negative terms, a negative idea presented in positive terms is more
likely to be accepted. Which oI the Iollowing is not a technique Ior saying 'no as gently as possible?
(a) Minimize the space or time devoted to it
(b) Start with a clear statement oI bad news
(c) Use a conditional statement
(d) Tell what you did, not what you did not
(e) Use oI an inductive sequence.
<Answer>

40. Which oI the Iollowing statements is/are true regarding the inductive speech pattern?
I. The arguments are presented Iirst.
II. The proposition is led up to.
III. There is no thesis.
IV. There is no introduction.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (II) above
(d) Both (I) and (III) above
(e) Both (III) and (IV) above.
<Answer>

41. DiIIerent hiring situations call Ior diIIerent kinds oI application letters. Which oI the Iollowing application letters is
suitable when you know that the company is hiring?
(a) Proposing
(b) Solicited
(c) Unsolicited
(d) Directed
(e) Recommended.
<Answer>

42. Which oI the Iollowing sentences is wrong?
(a) The reason is that we ran out oI money
(b) The reason is because we ran out oI money
(c) The reason is the Iact that we ran out oI money
(d) The Iact is that we ran out oI money
(e) The Iact is that we are running out oI money.
<Answer>



7
(e) The Iact is that we are running out oI money.
43. To be a successIul speaker you must determine and clariIy your purpose beIore you send your message. Which oI
the Iollowing will not help you to create your message careIully?
(a) Tell your audience at the outset what to expect Irom your message
(b) When you come to an important idea, say so
(c) Balance the concepts with speciIic illustrations
(d) Cover as many points as possible in your message
(e) Selecting a compatible medium.
<Answer>

44. Recently, you have received a claim Irom one oI your customers. AIter careIul consideration, you Ielt that the claim
is genuine hence, decided to honor it. Subsequently, you have decided to write a reply letter to your customer.
Since, it is a positive message, you have to present the main idea
(a) In the Iirst sentence oI the middle paragraph
(b) At the end oI the middle paragraph
(c) Right at the beginning oI the letter
(d) In the last sentence oI the letter
(e) In the penultimate sentence oI the letter.
<Answer>

45. Many elements are to be included while writing a report. Which oI the Iollowing elements contains a brieI technical
summary?
(a) Letter oI transmittal
(b) Table oI contents
(c) Abstract
(d) Executive summary
(e) List oI illustrations.
<Answer>

46. From a writer`s point oI view, the task oI writing is simpliIied iI a prior decision has been reached on the
organization pattern to be Iollowed Ior a given situation. From a reader`s point oI view, well-organized messages
are easier to understand and promote a more positive attitude toward the writer. To get in the habit oI writing short
sentences, you should
(a) Present several simple ideas
(b) Use only short words
(c) Use only active verbs
(d) Limit sentence content
(e) Eliminate transitions.
<Answer>

47. Groups/teams Iorm to accomplish some objective. The objective may be to complete some kind oI task or it may be
to strengthen interpersonal relationships between the group members. The successIul working oI any team depends
on the abilities oI the leader in giving a proper direction to the teamwork. In planning a team-written document,
members should develop a work plan, assign jobs, and
(a) Discuss how to avoid conIlict
(b) Decide to be ruled by the majority
(c) Set deadlines
(d) Assign one person to boost morale by being the joker
(e) Let the leader dictate everything.
<Answer>

48. Claim letters are oIten routine because the basis Ior the claim is a guarantee or some other assurance that an
adjustment will be made without requiring persuasion. Which oI the Iollowing is a claim?
(a) A notice Irom a customer that something is wrong with a good or service
(b) Usually sent in memo Iorm
(c) The customer's response to an adjustment
(d) OIten written when the customer has made a mistake
(e) Asking Ior a Iavor Ior which there is not much reward, time, or inclination.
<Answer>

49. What part oI a letter identiIies recipient Iully?
(a) The salutation
(b) The signature bloc
(c) The inside address
(d) The letterhead
(e) The body oI the letter.
<Answer>


8
50. As in other persuasive letters, the primary purpose oI a collection letter is to get action i.e., payment. A secondary
goal is to maintain a customer`s good will. An eIIective series oI collection letters incorporates the Iollowing
characteristics: Timeliness, regularity, understanding and increasing .
(a) Fear
(b) Threat
(c) Stringency
(d) Doubt
(e) Anxiety.
<Answer>

51. Which oI the Iollowing is/are the bad advice(s) Ior conducting a mock interview?
I. Have a Iriend critique your perIormance.
II. Videotape the mock interview and evaluate it.
III. Practice sitting in an attentive position, rarely using hand gestures.
IV. Work with a tape recorder to overcome voice problems.
(a) Only (I) above
(b) Only (II) above
(c) Only (III) above
(d) Both (I) and (II) above
(e) All (I), (II), (III) and (IV) above.
<Answer>

52. A message is a Iriendly note with no direct business purpose; it Iocuses on the recipient, not the sender.
(a) Bad-news
(b) Goodwill
(c) Badly-written
(d) Cursory
(e) Sales.
<Answer>

53. Which oI the Iollowing Iactors in group communication aims at achieving task goals, while at the same time
maintaining interpersonal relationships in the group?
(a) Size
(b) Longevity
(c) Perception and selI-concept
(d) Leadership
(e) Status.
<Answer>

54. While reports provide inIormation, which oI the Iollowing purposes do the proposals serve speciIically?
(a) Ask Ior inIormation and promise results
(b) Ask Ior project acceptance and promise outcomes
(c) Ask Ior business contacts and promise results
(d) Ask Ior project inIormation and promise nothing
(e) Ask Ior project inIormation promise outcomes.
<Answer>

55. Visual aids help to communicate the subject matter more vividly; these tools can attract and hold the attention oI the
audience. In a report, Visual aids the text, and the text add meaning to visual aid.
(a) Supplant
(b) Supplement
(c) Mar
(d) Adorn
(e) Compliance.
<Answer>

56. OIIering criticism to somebody on what he has written is an art oI conveying the mistakes in a diplomatic way.
When critiquing the writing oI another person, you should not concentrate on which oI the Iollowing?
(a) Does the document contain ambiguous language?
(b) Is the Iactual material correct?
(c) Does the document accomplish its intended purpose?
(d) Are all oI the words spelled correctly?
(e) Is the construction oI the message Iollows a logical order?.
<Answer>

57. In which oI the Iollowing stages, group members reconcile their diIIerences and the outcome oI the group`s eIIorts
and the group`s social structure become apparent?
<Answer>



9
(a) The orientation stage
(b) The conIlict stage
(c) The emergence stage
(d) The reinIorcement stage
(e) The maintenance stage.
58. In which oI the Iollowing approaches to conIlict, competing is advisable?
(a) When you perceive that you have no chance oI satisIying your concerns
(b) When two parties with equal power are committed to mutually exclusive goals
(c) A long-term relationship between the parties is important
(d) When you have to protect yourselI against those who would take advantage oI a more cooperative
approach
(e) When the goals oI both parties are important but not worth pushing too hard to achieve.
<Answer>

59. While attending an interview, a great deal oI preparation is needed. The Iollowing tips will help you to prepare Ior a
job interview except
(a) Anticipate questions and prepare answers in advance
(b) Tape-record your answers and then listen to see iI they sound clear and convincing
(c) Memorize your responses to anticipated questions
(d) Have a Iriend conduct a mock interview using anticipated questions
(e) Go through the subject related books.
<Answer>

60.
Hearing disorders interIere with the communication process. In which oI the Iollowing category can you put this
type oI interIerence?
(a) Physiological noise
(b) Personal noise
(c) Psychological noise
(d) Semantic noise
(e) TactIul noise.
<Answer>

61. Which oI the Iollowing is/are not a reason(s) Ior using memos?
I. They are convenient.
II. They are usually long.
III. They usually take little time to read or write.
IV. They provide a written record Ior Iuture reIerence.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (III) above
(d) Both (II) and (III) above
(e) Both (I) and (IV) above.
<Answer>

62. When businesspeople speak oI reports, they are, in general, thinking oI written, Iactual accounts that objectively
communicate inIormation about some aspect oI the business. Which oI the Iollowing are true regarding shorter
reports?
I. They are more apt to deal with routine business operations.
II. They tend to use a more personal writing style.
III. They usually involve people who know each other.
IV. They tend to have shorter headings.
(a) Both (I) and (II) above
(b) Both (II) and (III) above
(c) Both (III) and (IV) above
(d) (I), (II) and (III) above
(e) All (I), (II), (III) and (IV) above.
<Answer>

63. Which oI the Iollowing questions is not pertinent to determine whether a visual presentation is appropriate and
eIIective?
(a) Does the visual presentation contribute to the overall understanding oI the subject?
(b) Can the material be covered adequately in words rather than in visual ways?
(c) Does the visual aid eIIectively undermine the written material?
(d) Is the visual aid easily understood?
(e) Is the visual aid in line with the objective oI the message?.
<Answer>


10
(e) Is the visual aid in line with the objective oI the message?.
64. Arguments cannot be negotiated, only proposals can. This demands that emotions be kept under control.
Negotiating is a delicate process and a lot oI thinking must go into it, both beIore it actually gets underway and
while it is going on. Which oI the Iollowing actions do not Iacilitate a win-win approach?
(a) Determining the needs oI both parties
(b) Developing a list oI possible solutions
(c) Choosing the most appropriate solution
(d) Forcing the other party to accept your views
(e) Implement the solution.
<Answer>

65. Which oI the Iollowing sections usually dominates a chronological resume?
(a) The 'Education section
(b) The 'Career Summary section
(c) The 'Work Experience section
(d) The 'Skills and Accomplishments section
(e) The 'Achievements section.
<Answer>

66. Organization oI the message takes diIIerent Iorms depending on the requirements oI diIIerent situations. What is a
good advice Ior writing condolence notes?
(a) Talk about the loss and bereavement at length so the reader understands your sympathy
(b) Quote some tragic poetic lines to appeal to your reader
(c) Mention the good qualities and positive contributions oI the deceased person
(d) Make condolence notes long to express your sincere sympathy
(e) Apologize Ior the bad news.
<Answer>

67. Normally, interruptions are made in meetings to raise a speciIic point or to bring back the debate on to the track
when it is deviating Irom the objective. Such an interruption is called
(a) The ballot
(b) The procedural motion
(c) The point oI order
(d) Speaking through the chair
(e) The casting vote.
<Answer>

68. Which oI the Iollowing is the Iirst step in organizing a solicited job application letter?
(a) Develop your major qualiIications in detail
(b) State that you`re applying Ior the job
(c) Ask Ior an interview
(d) Develop your other qualiIications, even iI the advertisement doesn`t ask Ior them
(e) State the work experience that helps to qualiIy Ior the job.
<Answer>

69. While listening to speeches, it is always possible that we may miss some part oI the message or unable to
understand and comprehend what has been told. II you cannot comprehend a comment made by another speaker,
ask the person to
(a) Write it
(b) Skip it
(c) Repeat it
(d) Change it
(e) Enact it.
<Answer>

70. Which oI the Iollowing is not true regarding writing the strong-appeal letter emphasizing urgency?
(a) Instead oI discussing why the debtor does not pay, talk about why the debtor must pay
(b) Decrease the persuasive tone and become more demanding
(c) OIIer the debtor a choice between two or more things, none oI which enables the debtor to get oII the hook
(d) Consider using deductive approach
(e) Try to be more persuasive.
<Answer>

71. Which oI the Iollowing is a good way to stimulate our audience`s interest and desire to respond positively to our
persuasive claim request?
(a) Remind them that their reputation will be in jeopardy iI they do not grant our claim
(b) Reveal the consequences oI other business that did not grant their customers` claims
(c) Make your complaint emotionally hard-hitting so that the audience is persuaded to grant your claim
(d) appeal to their sense oI goodwill and give them some positive reasons to grant our claim
<Answer>



11
(d) appeal to their sense oI goodwill and give them some positive reasons to grant our claim
(e) OIIer them something in return Ior granting your claim.
72. Business letters are oIten personalized through the use oI
(a) Letter heads
(b) Unique color oI papers
(c) Unique headings
(d) Unique subject lines
(e) Unique Iormats.
<Answer>

73. Questions are oIten asked aIter an oral presentation. II you do not know the answer
I. Make-up an answer.
II. Admit you do not know the answer.
III. Suggest a possible way to obtain the answer.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (II) above
(d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
<Answer>

74. Although persuasion is generally associated with sales letters, it is also a strategy that business people must master
to gain the support oI others Ior import decisions. Which oI the Iollowing kinds oI words are especially important to
give strength to sales messages?
(a) Friendly words
(b) Positive words
(c) Emotional words
(d) Action words
(e) Reassuring words.
<Answer>

75. It is correct that, visual aids help to communicate eIIectively. Selection oI an appropriate visual aid requires a lot oI
eIIort. II proper visual aid is not selected, the purpose oI the communication is aIIected. Which oI the Iollowing is
most suitable Ior presenting the project scheduling inIormation?
(a) Bar chart
(b) Line chart
(c) Gantt chart
(d) Pie chart
(e) Tables.
<Answer>

76. The unspoken part (nonverbal) oI communication always accompanies the verbal part. The unspoken part oI the
communication conveys myriad oI meanings. Which type oI nonverbal communication suggests that people have
been accepted and will allow to oIIer new ideas
I. Open body position.
II. Closed body position.
III. DeIensive body position.
IV. Aggressive body position.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (II) above
(d) Both (II) and (III) above
(e) All (I), (II), (III) and (IV) above.
<Answer>

77. Persuasion involves the ability to win others to your point oI view. Cover letters, resumes, essays Ior scholarship or
admission - all involve the ability to persuade others. EIIective persuasion involves the Iollowing strategies except
(a) Balancing emotional and logical appeals
(b) Framing your arguments
(c) Repeating the main idea
(d) Dealing with resistance
(e) OIIering logical argument.
<Answer>

78. It may be unethical to omit negative inIormation Irom a recommendation iI
<Answer>


12
(a) The inIormation is well-known in the workplace
(b) The inIormation is true and relevant
(c) The applicant asks you to do so
(d) The position is a high-ranking one
(e) The applicant happens to be your close associate.
79. As you write e-mail messages, which oI the Iollowing is/are the rule(s) oI etiquette that must be kept in mind?
I. Be brieI.
II. Avoid inIlammatory remarks.
III. Be courteous.
(a) Only (I) above
(b) Only (II) above
(c) Both (I) and (II) above
(d) Both (II) and (III) above
(e) All (I), (II) and (III) above.
<Answer>

80. Raj Limited, a newly set up business released advertisements regarding their product. The company received a
number oI queries beIore and aIter the release oI the product. These queries should be replied by Raj Ltd., using
(a) Personalized letters
(b) Memos bearing the initials oI the company CEO
(c) Promotional Ilyers
(d) Generic Iorm response letters
(e) A report Iorm.
<Answer>

81. There are two important steps in constructing persuasive sales messages (all persuasive messages Ior that matter).
The Iirst is identiIying the objectives oI the letter; the second is organizing the message. The purpose oI a sales
letter is not only to tell but also to
(a) InIorm
(b) Buy
(c) Try
(d) Sell
(e) Educate.
<Answer>

82. There are many types oI communication barriers. For the purpose oI analysis, they can be placed into Iour
categories; problems caused by the sender, problems in message transmission, problems in reception, problems in
receiver comprehension and perception. EIIective communicators overcome the main barriers to communication by
(a) Speaking, writing, listening and reading
(b) Creating messages careIully, minimizing noise in the transmission process and Iacilitating Ieedback
(c) Using nonverbal communication to support and clariIy verbal messages
(d) Arranging words according to the rules oI grammar
(e) Using one channel at a time.
<Answer>

83. The aim oI an eIIective team is to get members to collaborate on essential work, and much oI that collaboration
takes place through
(a) Exchange oI memos
(b) Meetings
(c) Telephone conversations
(d) Exchange oI e-mail messages
(e) Exchange oI letters.
<Answer>

84. While writing a letter oI reIusal oI a request, it is advisable to use inductive pattern. In this pattern sequence-oI-
ideas start with
(a) Facts, analysis and reason Ior reIusal
(b) ReIusal statement straightaway
(c) Praising statement oI the customer
(d) Neutral idea that leads to the reason Ior the reIusal
(e) Apologies Iollowed by reIusal.
<Answer>

85. Interviewers should conduct themselves in a manner and avoid being overly Iriendly or Iamiliar with
the respondent.
(a) Colloquial
(b) ProIessorial
<Answer>



13
(b) ProIessorial
(c) ProIessional
(d) Loquacious
(e) Primordial.
86. To make audience convinced regarding your message, Iirst you have to gain credibility. To communicate credibility
to your audience, you should
(a) Impress them with a long list oI your accomplishments
(b) Be modest and deIerential
(c) Show that you are conIident and that you believe in yourselI and in your message
(d) Use hedge words ('maybe, 'perhaps) to demonstrate your knowledge that no issue is Iully cut and dried
(e) ProIusely praise them.
<Answer>

87. In an organization there will be many Iunctions perIormed by diIIerent people at diIIerent levels. There need to be a
structure which links various people and diIIerent tasks in the organization together. That structure is reIerred as
organization structure. A visual display oI an organization's structure is called a(n)
(a) Organizational chart
(b) Organizational graph
(c) Organizational matrix
(d) Specialization
(e) Organizational division oI labor.
<Answer>

88. In the job market we have competition with thousands oI other applicants, all vying Ior the same jobs we are
aspiring to get. Hence, we need to have a resume which will properly convey our strengths. Building blocks oI your
resume are
(a) Results
(b) Your character traits
(c) Your selI-analysis
(d) Your employment history
(e) Your list oI reIerences.
<Answer>

89. Reports are business tools that convey inIormation objectively Irom one organizational area to another or Irom one
institution to another. Which oI the Iollowing sentences about reports is not true?
(a) A short report is meant to convey inIormation in an eIIicient, compact Iormat
(b) An annual report is usually published once a year Ior shareholders as well as Ior employers
(c) A recommendation report examines a situation and concludes with speciIic recommendations
(d) A proposal is a report written to convince a reader that a need exists and that speciIic action should be
taken to remedy that need
(e) A periodic report is generally upward directed and serves management control that is issued on regularly
scheduled dates.
<Answer>

90. An eIIective job search begins with careIul career planning, a process that includes selI-analysis, career analysis,
and
(a) Job analysis
(b) Future analysis
(c) ProIit analysis
(d) Remuneration analysis
(e) Environmental analysis.
<Answer>

91. Communication should be organized in such a way that it conveys the sender`s message eIIectively. II message is
short it can be organized within a single paragraph. II it is more than one page long, which oI the Iollowing Iormats
need to be used?
(a) Introduction-body-close
(b) Subject-body-close
(c) Objective-body-close
(d) Body-close
(e) Conclusion-body.
<Answer>

92. Which oI the Iollowing statements contains platitudes or other oIIensive expressions?
(a) Our reputation is important to us and we will work day and night to satisIy our customers
(b) We have Iorwarded your recent letter to the shipping department and they will contact you within the week
(c) Evaluations are based on your perIormance in the last six months and are the basis Ior your pay raise
(d) When you pay your rent by the Iirst oI each month, you will maintain your excellent credit reputation
<Answer>


14
(d) When you pay your rent by the Iirst oI each month, you will maintain your excellent credit reputation
(e) Because we value your goodwill, we have taken these steps to ensure your satisIaction.
93. Which oI the Iollowing is not a task-Iacilitating role?
(a) Initiating
(b) InIormation giving or seeking
(c) Encouraging
(d) Coordinating
(e) Procedure setting.
<Answer>

94. What is the minimum number to comprise a team oI people who work together to achieve a goal?
(a) Three
(b) Five
(c) Two
(d) Ten
(e) One.
<Answer>

95. Only one sales representative can go to the conIerence in Hawaii, but both Sireesh and Hemant want to go. AIter
much discussion and arguing, they toss a coin and Sireesh gets the trip. This is an example oI
(a) A win-lose situation
(b) The Iive-step decision-making process
(c) The best way to deal with a conIlict
(d) Stereotyping
(e) Collaborating.
<Answer>

96. It is agreed that visual aids are used to make presentation attractive but in a visual aid, one should not use
I. Lots oI attractive colors.
II. Numerous symbols.
III. Five diIIerent typeIaces.
IV. Five diIIerent Iont sizes.
(a) Both (I) and (II) above
(b) Both (II) and (III) above
(c) Both (III) and (IV) above
(d) (I), (II) and (III) above
(e) All (I), (II), (III) and (IV) above.
<Answer>

97.
People listen Ior various purposes. Sometimes they listen because they enjoy what they are listening. Depending on
the purpose, a listener adopts various approaches. One oI the approaches is listening mainly to understand the
speaker`s needs and wants. It entails supportive behavior that tells the speaker, 'I understand. Please go on. This
approach is called
(a) Content listening
(b) Critical listening
(c) Empathic or active listening
(d) Sustained listening
(e) Passive listening.
<Answer>

98.
The order in which diIIerent elements oI a report are organized will be diIIerent in diIIerent organizations.
ThereIore, you should study the style guide used in your organization. In the progression oI report, which oI the
Iollowing combines a second step?
(a) The title Ily and the title page
(b) The title page and the table oI contents
(c) The table oI contents and the executive summary
(d) The executive summary and the letter oI transmittal
(e) The letter oI transmittal and the table oI contents.
<Answer>

99. When businesspeople speak oI reports, they are, in general, thinking oI written, Iactual accounts that objectively
communicate inIormation about some aspect oI the business. The reports which contribute to management control
are termed as
(a) Lateral report
(b) InIormal report
(c) Proposal report
(d) Vertical report
<Answer>



15
(d) Vertical report
(e) Horizontal report.
100. Communication among the members oI a group leads to group decisions. II these decisions are to be eIIective,
groups members must be able to communicate Ireely and openly with all the other members oI the group. II
communication Iails that may lead to conIlict. While dealing with dysIunctional group members, the team leader
should
(a) Lay down rules in an opening statement
(b) Stare at them until they are quiet
(c) Ask them to leave the meeting
(d) Place the unruly members at the end oI the table or across Irom the leader
(e) Not invite them to the next meeting.
<Answer>





END OF QUESTION PAPER


16
Suggested Answers
ANSWER REASON

1. D Short sentences are likely to communicate better than long sentences because
oI the inherent human mind limitations. Hence, option (d) is correct.
< T0P >
2. D Collaborating, it is Iocused on satisIying both parties to the greatest degree.
Both parties work together to resolve conIlicts in a way that meets the concerns
oI both. It is particularly appropriate when both parties` concerns are too
important to be compromised; and long-term relationship between the parties is
important.
< T0P >
3. C The study oI the non-verbal communication is divided into three main areas,
paralanguage, kinesics, and proxemics. Human beings convey a lot through
body movements and Iacial expressions. Kinesics is the study oI this kind oI
communication. Hence, option (c) is the correct answer.
< T0P >
4. E The process oI an external body or person making decision Ior the group in the
group decision making is termed as the Arbitration. Hence, option (e) is
correct.
< T0P >
5. A Too many visual aids might distract your readers and break the continuity oI
the main argument oI your report.
< T0P >
6. C The communication which passes through the people oI same hierarchy is
called the lateral communication. Hence option (c) is right.
< T0P >
7. C You can adopt audience centered approach by Iocusing on and caring about
the members oI the audience and making all possible eIIorts to make your
message meaningIul to them. Hence, option (c) is correct.
< T0P >
8. C Using "you" statements; make clear where the employee is wrong will not help
in giving a constructive Ieedback.
< T0P >
9. B Abstracts are oI two types: descriptive and inIormative. < T0P >
10. D BeIore any group starts working towards its goal; taking a decision, preparing a
report etc. should Iirst gather the inIormation needed to complete the task.
Hence, option (d) is correct.
< T0P >
11. C II you settle Ior nothing less than 100 , you are not willing to make any
concessions. Obviously, this cannot be a strategy Ior deIusing and redeIining a
conIlict.
< T0P >
12. A When writing a letter oI recommendation, it`s better to use careIul wording that
will meet both parties' needs.
< T0P >
13. C Polarization is breaking up into opposing groups. An argument over positions
in a Negotiation leads to Polarization. Hence, option (c) is correct.
< T0P >
14. C Response to a claim letter is called the adjustment letter. < T0P >
15. A In the given choices Non-verbal communication includes twitching, scratching,
rolling your eyes. Hence, option (a) is correct.
< T0P >
16. A Could you give me one reason Ior not hiring me is not one oI the questions.
Hence, option (a) is correct.
< T0P >
17. C Your persuasive message looks negative when it involves dishonest and
unethical practices.
< T0P >
18. D Authorization talks about who wrote it; and when it was submitted and it is
generally covered in an introduction.
< T0P >
19. E Executive summary is one page condensation oI the report, include all major
items oI inIormation, Ior the managers and reduces the parts oI the report in
proportion. Hence, option (e) is correct.
< T0P >
Business Communication - Paper 1A


17
20. A The Iirst step in the basic listening process is physically receiving the message.
Hence, option (a) is correct.
< T0P >
21. C In response to an idea Pete states during a meeting, Andrew makes a "thumbs
up" gesture. Andrew's action Iunctions to substitute Ior saying "I like your
idea"
< T0P >
22. A To make negotiation to be eIIective it is advisable to use win-win approach. < T0P >
23. A We cannot change our audience according to our wishes. Our task is to deliver
the message to the intended audience in a way that they can understand. So we
should educate them about the topic through inIormation and tools that will
help them understand the material made. Threat is rarely used. It is used only
when all other options have been exhausted and the writer is willing to carry
through on his threat.
< T0P >
24. B In the Iirst step oI the communication process, the sender has an idea oI what to
communicate.
< T0P >
25. A The process oI any type oI communication involves diIIerent phases. They are,
Sender, Encoding, Message, Channel, Receiver, Decoding and Feedback.
< T0P >
26. D When writer wants to reIuse an unethical request, and writer wants to show his
authority, the bad-news letter can start with a clear statement oI reIusal.
< T0P >
27. A When the message is detailed, complex and requires careIul planning a written
message is the most suitable.
< T0P >
28. B Closed body position indicates the deIensive position. < T0P >
29. B Interpersonal skills are important Ior success in the organizational environment
and Ior creating positive working environment.
< T0P >
30. D Except option (d) all other options are the qualities oI a well written application
letter.
< T0P >
31. A Gantt bar charts is a horizontal bar chart that graphically displays time
relationships.
< T0P >
32. B Problem solving meetings usually Iocus on arriving at a decision. Hence,
option (b) is correct.
< T0P >
33. E All the statements are true. Hence, option (e) is correct. < T0P >
34. C During a crisis assuming a deIensive posture will not help an organization
communicate eIIectively.
< T0P >
35. B One oI the ways to ensure better listening is to understand how your audience
will respond to your ideas. The best way to do this is to imagine yourselI in
their position i.e. empathize with your audience.
< T0P >
36. B The body stage oI the interviewing process takes 10-25 minutes and consists oI
highlighting your qualiIications. Hence, option (b) is correct.
< T0P >
37. E The topic sentence oI a paragraph may vary in location depending on the
paragraph. Hence, option (e) is correct.
< T0P >
38. C The speciIic evidence included in a business message should be enough to be
convincing but not so much that it's boring.
< T0P >
39. B While saying 'No answer, the Ioregoing responses use positive language,
lovely reasons or at least a positive attitude and using an inductive sequence is
respectable. But do not start with a clear statement oI bad news.
< T0P >
40. C Inductive speeches do have a thesis and an introduction. Though these
elements are not immediately visible, they are present. The inductive style is
commonly used when dealing with an audience that is opposed to one`s ideas.
To avoid a hostile or negative.
< T0P >
41. B A solicited letter should be used when you know the company is hiring. Hence,
option (b) is correct.
< T0P >
42. B The sentence; the reason is because we ran out oI money, is wrong. Hence,
option (b) is correct.
< T0P >

18
option (b) is correct.
43. D Covering as many points as possible may not create an eIIective message. < T0P >
44. C In a positive message, the main idea is presented right at the beginning oI the
letter.
< T0P >
45. C A brieI technical summary is called the abstract which is oI no more than 200
words oI the report.
< T0P >
46. D To get in the habit oI writing short sentences, one should limit sentence
content.
< T0P >
47. C In planning a team-written document, members should develop a work plan,
assign jobs, and set deadlines. Hence, option (c) is correct.
< T0P >
48. A A claim is a notice Irom the customer to the company. < T0P >
49. C The signature block is where the sender signs his or her name. It is the inside
address that identiIies the recipient Iully with name, position, and address.
< T0P >
50. C Only 'stringency can be increased. Doubt and Iear must never be shown. II
the writer sounds hesitant, the receiver oI the letter may delay payment. And iI
the writer shows Iear, the receiver may Ieel that his position is secure and
payment need not be made.
< T0P >
51. C Practice sitting in an attentive position, rarely using hand gestures is not a good
advice Ior preparation Ior mock interview. Hence, option (c) is correct.
< T0P >
52. B A goodwill message is a Iriendly note with no direct business purpose; it
Iocuses on the recipient, not the sender. Hence, option (b) is correct.
< T0P >
53. D There are several Iactors that aIIect group dynamics and thereby shape the
outcome oI group discussions. The Iactor that aims at achieving task goals,
while at the same time maintaining interpersonal relationships in the group is
Leadership.
Hence, option (d) is the correct answer.
< T0P >
54. B The reports generally provide inIormation but proposals submit a project
report, ask Ior acceptance, and promise a speciIic outcome.
< T0P >
55. B Supplement is the most appropriate word in the given statement. < T0P >
56. D When critiquing the writing oI another person, you should not concentrate on
Are all oI the words spelled correctly?. Hence, option (d) is correct.
< T0P >
57. C In the emergence stage group members reconcile their diIIerences and the
outcome oI the group`s eIIorts and the group`s social structure become
apparent. Hence, option (c) is correct.
< T0P >
58. D Competing is advisable when you have to protect yourselI against those who
would take advantage oI a more cooperative approach.
< T0P >
59. C Memorizing your responses to anticipated questions will not help you to
prepare well Ior the examination. Hence, option (c) is correct.
< T0P >
60. A Hearing disorders can be classiIied under physiological noise. Hence, option
(a) is correct.
< T0P >
61. D One does not use memos because they are long and they usually take little time
to read or write. In Iact, one uses them because they are generally short and
convenient hence, takes less time. Option (d) is correct.
< T0P >
62. E Shorter reports are more inIormal in nature and tend to deal with routine
business operations, tend to have shorter headings and circulated among the
people who know each other.
< T0P >
63. C II the visual aid undermines the text it should not be included. Hence, this
question is impertinent.
< T0P >
64. D Forcing the other parties to accept your view does not help to reach the win-
win solution. Hence, option (d) is correct.
< T0P >


19
65. C The "Work Experience" section usually dominates a chronological resume that
to in a reverse order.
< T0P >
66. C Mention the good qualities and positive contributions oI the deceased person. < T0P >
67. C While the debate in the meeting is going on there is likelihood that debate may
deviate Irom the objective oI the meeting. At that time somebody has to
interrupt to bring the discussion on to the tract. That interruption is called as
points oI order.
< T0P >
68. B Stating that you`re applying Ior the job is the Iirst step in organizing a solicited
job application letter.
< T0P >
69. C II you cannot comprehend a comment made by another speaker, ask the person
to repeat it.
< T0P >
70. E While writing the strong-appeal letter emphasizing urgency all the statements
are correct except option (e) are correct since, strong appeal letter should not
be more persuasive it should be demanding.
< T0P >
71. D The best way to make our audience respond to our claim positively is to appeal
to their sense oI goodwill and give them some positive reasons to grant our
claim.
< T0P >
72. A Business letters are oIten personalized through the use oI letter heads. < T0P >
73. D (II) Admit you donot know the answer (III) Suggest a possible way to obtain
the answer. Listeners don`t expect the speaker to know everything. They
appreciate honest, earnest and helpIul speakers.
< T0P >
74. D The purpose oI the sales message in the end, is to convince the audience to take
some action hence, action words are important.
< T0P >
75. C Gantt Chart is most suitable Ior presenting the project scheduling inIormation.
A Gantt chart is a horizontal bar chart that graphically displays time
relationships.
< T0P >
76. A Open body position suggests that people have been accepted and will allow to
oIIer new ideas. Hence, option (a) that is only (I) above is the correct answer.
< T0P >
77. C Repeating the main idea is not an eIIective persuasive strategy. < T0P >
78. B It may be unethical to omit negative inIormation Irom a recommendation iI the
inIormation is true and relevant.
< T0P >
79. E While writing a e-mail message you should be brieI, courteous and avoiding
inIlammatory remarks. Hence, (e) is the correct option.
< T0P >
80. D Companies develop generic Iorm response letters to handle repetitive routine
queries since there is no reason to write new responses to the same query.
< T0P >
81. D The objectives oI the sales letter apart Irom telling it has to make the sales. < T0P >
82. B EIIective communicators overcome the communication barriers by creating
messages careIully, minimizing noise in the transmission process, and
Iacilitating Ieedback.
< T0P >
83. B The aim oI an eIIective team is to get members to collaborate on essential
work, and much oI that collaboration takes place through meetings. Hence
option (b) is correct.
< T0P >
84. D While writing a letter oI reIusal oI a request it is advisable to use inductive
pattern. Which says, start the letter with a neutral statement and lead to the
negative and de-emphasize the negative. Starting with reIusal statement
straightway may stop the reader Irom reading the letter Iurther.
< T0P >
85. C Interviewers are expected to conduct themselves in a proIessional manner.
Hence option (c) is correct.
< T0P >
86. C You can communicate credibility to your audience by showing that you are
conIident and that you believe in yourselI and in your message. Hence, option
(c) is correct.
< T0P >

20
87. A It is called the organizational chart. < T0P >
88. D The building blocks oI a resume are our employment history. < T0P >
89. B Annual report is published once in a year Ior outsiders but not Ior the
employer.
< T0P >
90. A Job analysis is an essential part oI career planning. It helps one decide iI a job
Iits one`s personality and training.
< T0P >
91. A II it is more than one page long, Introduction-body-close Iormat need to be
used. Hence, option (a) is correct.
< T0P >
92. A A trite, obvious statement is reIerred Platitude. Our reputation is important to
us and we will work day and night to satisIy our customers, this statement
contains a platitude.
< T0P >
93. C Encouraging is not a task-Iacilitating role inIact it comes under group
maintenance roles. Hence, option (c) is correct.
< T0P >
94. C With minimum oI two people a team can be Iormed. Hence, option (c) is
correct.
< T0P >
95. A The situation illustrates a win-lose situation as Sireesh`s gain is at the cost oI
Hemant. Hence, option (a) is correct.
< T0P >
96. E All these distract the reader. Colors may be attractive, but too many oI them
make it diIIicult Ior the reader to Iocus on the main points being made by the
visual aid. Too many typeIaces and Ionts create the same type oI problem. And
the use oI many symbols will conIuse the reader because he can`t remember
what they all mean.
< T0P >
97. C In empathic listening, the individual listens mainly to understand the speaker's
needs and wants. Hence, option (c) is correct.
< T0P >
98. A The title page and title Ily are the part oI the second step. < T0P >
99. D The reports that move upward or downward the hierarchy are reIerred to as
vertical reports such reports contribute to management control. Hence, option
(d) is correct.
< T0P >
100. A When dealing with dysIunctional group members, the team leader should lay
down rules in an opening statement. Hence option (a) is correct.
< T0P >


< T0P 0F TlE 00CuVENT >