Introduction To Management I 0107

Question Paper

Managerial Effectiveness – I (MB121) : October 2006 • Answer all questions. • Each question carries one mark

1.

There are many ways in which organizational communication flows. In which of the following, communication < Answer > flows between the units or individuals of the same hierarchical level? (a) (b) (c) (d) (e)

2.

The term used to refer to factors that interfere with the exchange of message is (a) (b) (c) (d) (e)

3.

< Answer >

Grapevine Noise Network Encoding Channel.

In the communication process the receiver of the message is also called the (a) (b) (c) (d) (e)

4.

Lateral communication Informal communication Upward communication Downward communication Formal communication.

< Answer >

Decoder Encoder Recorder Receptor Carrier.

Which of the following statements is/are true regarding deductive structure?

< Answer >

I.

In the deductive structure the proposal is stated first and then arguments that support the proposal are presented. II. Deductive structure is advisable when we want to say good news. III. In the deductive structure the arguments are presented first in a way that leads to the proposition. (a) (b) (c) (d) (e)

5.

Only (I) above Only (II) above Only (III) above Both (I) and (II) above Both (II) and (III) above. < Answer >

Identify the core statement(s) from the following I. Petrol consumption is increasing in all parts of India. II. It is increasing in the North. III. Bihar is experiencing a sharp increase. (a) (b) (c) (d) (e)

6.

Only (I) above Only (II) above Only (III) above Both (I) and (II) above All (I), (II) and (III) above.

There are three types of meetings which are usually conducted. Which of the following meetings is focused on < Answer > arriving at a decision and is conducted to change existing procedures, to adopt a new system and sometimes, to generate new ideas? (a) (b) (c) (d) (e)

Change-facilitating meetings Problem solving meetings Informational meetings Extraordinary meetings Routine meetings. 1

7.

The seating arrangements in a meeting can have a bearing on the final outcome of the meeting. Studies have shown < Answer > that people react in certain predictable ways to certain physical surroundings. Which of the following types is suitable for large groups that are meeting to obtain information? (a) (b) (c) (d) (e)

8.

A skillful manager will attempt to say “no” in such a way that the reader supports the decision and is willing to < Answer > maintain and continue a positive relationship with the company. What kind of closing should a bad-news message use? (a) (b) (c) (d) (e)

9.

Superiors do not have to be burdened with flow of communication from subordinates Only the people at the top of the chain of command see “the big picture” Lower-level employees will feel relieved because of less communication load Effectiveness of organizational communication improves Communication channels in the organization work efficiently since, less communication passes through.

Which of the following statements is not true? (a) (b) (c) (d) (e)

13.

Voice qualifiers Vocal characteristics Voice pitch Rhythm Pronunciation and enunciation.

Communication is essential for the functioning of an organization. Everyday a vast amount of information flows < Answer > from managers to employees, employees to managers and from employees to employees. If a company’s formal communication network limits the flow of information (a) (b) (c) (d) (e)

12.

Surprise Happiness Sadness Disgust Fear.

As a communication expert put it: “Awareness of the more subtle voice characteristics, such as pleasantness, < Answer > especially in combination with voice qualifiers, can do much to help individuals and organizations improve communication. Think, for instance, how much a company’s image can be helped by receptionist who sounds, both in person and over the telephone, ‘pleasant’, ‘confident’ and ‘competent’. The given example can be described by which of the following components of paralanguage? (a) (b) (c) (d) (e)

11.

A cordial closing An apologetic closing An indifferent closing A negative closing that matches with the bad-news content of the message A critical closing.

While talking to one of your friends, you observed the following facial expressions on his face. The inner corners of < Answer > the eyebrows are raised and drawn together. The corners of the lips are drawn down or the lips appear to tremble. What does the above said expression signify? (a) (b) (c) (d) (e)

10.

The banquet style T formation style Participative style Equalizing style Theatre style.

< Answer >

Teams can help organizations succeed by increasing information and knowledge, diversity of views, acceptance of solutions, and performance levels Groupthink contributes to good decision making by members of teams The key to conducting productive meetings is carefully planning the purpose, participants, location, and agenda of the meeting A good meeting is not a series of dialogues between individual members and the meeting leader Peoples’ minds tend to wander because they can think faster than they can speak.

The importance of effective bad-news communication is illustrated by the story of a man who carried in his coat < Answer > pocket a job-refusal letter he had received from a company some years ago. He would frequently show the superbly written letter to others and comment, “I would accept a job from this company any day because this letter made me feel good about myself even though the company could not hire me.” When possible, which of the following is good refusal strategy? (a)

Be definite by use of words such as no, not, cannot, and refuse 2

(b) (c) (d) (e) 14.

An interview is a goal-oriented, interpersonal communication between an interviewer and a respondent. The style < Answer > and structure of an interview depend on its purpose and on the relationship between the two parties involved. What is an employment interview? (a) (b) (c) (d) (e)

15.

Synthesizers Punctuations Logical connectors Parentheses Exclamations.

Business correspondence is one of the most common forms of communication. It is so common that people often < Answer > neglect to write letters carefully, and as a result, inadvertently antagonize customers, business partners, and potential clients. How can one write an “effective” business letter? (a) (b) (c) (d) (e)

19.

Retention Action Involvement Evaluation Feedback.

The paragraph must be developed in a logical manner. For instance, in a paragraph describing a process, < Answer > chronological or time orders would be important. To achieve a logical progression of ideas and to provide coherence, writers use (a) (b) (c) (d) (e)

18.

First sentence sounds descriptive and evokes defensive reaction, second sentence sounds judgmental First sentence sounds judgmental and evokes defensive reaction and second sentence is descriptive Both the sentences are judgmental and evoke defensive reaction Both the sentences are descriptive and do not evoke defensive reaction Both the sentences are descriptive and evoke defensive reaction.

Recent studies that focus on the workplace show that, on an average, personnel at all levels spend about 32.7% of < Answer > their time listening, while speaking takes up 25.8% of their time and writing 22.6%. Top executives spend even more time listening than other employees. Mr. Sharma is the in-charge for preparing advertisements for Khan Ltd. That day he was presenting the advertisements he has prepared for a product to be launched in front of a top management team. Murty, one of the members of the management team requests for more details. Here Murty is involved in which of the following stages of listening process? (a) (b) (c) (d) (e)

17.

A formal meeting at which both employer and applicant ask questions and exchange information to determine their suitability for each other Is a formal meeting at which only the employer asks questions and the applicant provides answers An informal meeting at which the employer asks questions and the applicant provides answers to demonstrate his or her suitability for the organization Is like a meeting with an employment counselor during which you exchange information about your professional interests and goals A formal meeting where employer advertises about the organization.

Look at these sentences: “You never come to office on time.” And “Since you have been coming in late, I have had < Answer > to make a lot of excuses whenever the Director asks for you. I am uncomfortable with that.” Which of the following is true? (a) (b) (c) (d) (e)

16.

Show regret or apologize Refuse in a position of emphasis Tell what you can do Be deliberately vague.

By conveying the subject to the intended audience in most concise way By conveying the subject to the intended audience in most emotional way By conveying the subject to the intended audience in such a way that the writer’s purpose is achieved By conveying the subject to the intended audience in a most economical way By using an attractive material.

The content of a memo should depend on its objectives. These objectives will help determine the type of memo that < Answer > should be used: request, confirmation, periodic report, ideas and suggestions or informal study results. Memos that convey bad news need to be written (a) (b) (c) (d)

Inductively Apologetically Ambiguously Quickly 3

(d) (e) 20.

When businesspeople speak of reports, they are, in general, thinking of written, factual accounts that objectively < Answer > communicate information about some aspect of the business. Which of the following is a logical interpretation of what the facts in the report mean? (a) (b) (c) (d) (e)

21.

Title fly Conclusion Abstract Executive summary Body of the report.

Visual aids will definitely help to present the information more attractively. Choosing the proper visual aids is very < Answer > important. Which of the following questions are appropriate when checking visual aids? I. II. III. IV. (a) (b) (c) (d) (e)

22.

Quickly Doubtfully.

Is it convenient? Is it accurate? Is it necessary? Is it colorful? Both (I) and (II) above Both (II) and (III) above Both (III) and (IV) above (I), (II) and (III) above (II), (III) and (IV) above.

“Passing the building, the vandalism was clearly visible” The sentence is burdened with dangling modifiers. Which < Answer > of the following is/are true regarding dangling modifiers? I. They are illogical. II. They are confusing. III. They are modifiers that do not clearly modify a specific word. (a) (b) (c) (d) (e)

23.

When you are forced to listen to a quick succession of messages, after a point your receptivity dulls. You find it < Answer > gets impossible to listen attentively. Coping with a deluge of information is like juggling - you can keep only a few things going at a time. This explanation signifies the following barrier(s) to listening (a) (b) (c) (d) (e)

24.

Physical distractions Prejudices Preoccupation Message overload Poor listening habits.

Conflicts are inevitable, even most amicable people get upset at times. For the better running of organization < Answer > conflicts should be resolved amicably. While resolving conflicts you have to go through various phases. In the last phase you have to (a) (b) (c) (d) (e)

25.

Only (I) above Only (II) above Both (I) and (III) above Both (II) and (III) above All (I), (II) and (III) above.

See that everyone’s information is correct Make sure the people involved really disagree Discover the needs each person is trying to meet Repair bad feelings Talk to the conflicting parties.

Whether you are speaking, writing, or listening, communication is more than a single act. It is a chain of events that < Answer > can be broken into five phases with feedback as the last phase. Feedback is the receiver’s response to a message; it can take a number of verbal and nonverbal forms. Which of the following is not a good way to give constructive feedback? (a) (b) (c) (d)

Focusing on particular behaviors; feedback should be specific rather than general Keeping feedback impersonal and job related Using "you" statements; make clear where the employee is wrong Making feedback well timed; there should be only a short interval between the recipient's behavior and 4

(e) 26.

Recently, you have received a letter from one of your customers stating that they have developed a problem in the < Answer > product you have supplied and they have spent some amount for repairs. Their claim is that the product is still in guarantee period and hence; you should reimburse the amount spent on repairs. But your investigation revealed that the problem is due to the mishandling of the product by the customer. The best way to respond to the customer is (a) (b) (c) (d) (e)

27.

(c) (d) (e)

Distance maintained Facial expressions and eye behavior Vocal characteristics Words used in the communication Voice qualities.

Which of the following refers to the rising or falling inflection that tells you whether a group of words is a question < Answer > or a statement; whether the speaker is uncertain or confident; or whether a statement is sarcastic or sincere? (a) (b) (c) (d) (e)

31.

Lateral Informal Proposal Vertical Horizontal.

Nonverbal communication signals can completely alter the message that you communicate. Which of the following < Answer > is not a category of nonverbal communication? (a) (b) (c) (d) (e)

30.

An application letter should be made a part of a scannable resume, so the letter can be in the database too A detailed "References" section to enable the employer to check out your references before calling you for an interview A "Keyword Summary" section A "Keyword Summary" section in a box Special interests.

When business people speak of reports, they are, in general, thinking of written, factual accounts that objectively < Answer > communicate information about some aspect of the business. The report which contributes to management control is termed as (a) (b) (c) (d) (e)

29.

Refuse the claim without any explanation Refuse the claim and point out the customer's mistake Honor the claim but do so resentfully Receive the claim but tactfully point out that your firm was not at fault Warn the customer against making claims.

You are graduating from business school in another one month and entering the job market. Your education has < Answer > equipped you with a set of resources-qualifications, skills that you now have to sell to prospective employers. What additional section would improve the effectiveness of a scannable resume? (a) (b)

28.

the feedback Focusing on the aspects the receiver can do something about.

Volume Pitch Stress Tone of voice Attribution.

Which of the following points should be kept in mind when choosing a level of formality for a specific document?

< Answer >

I. Use a friendly, informal style to someone you have talked with. II. Avoid contractions, slang, and even minor grammatical lapse in paper documents to people you do not know. III. Pay particular attention to your style when you write to people you fear or when you must give bad news. (a) (b) (c) (d) (e) 32.

Only (I) above Only (II) above Both (I) and (III) above Both (II) and (III) above All (I), (II) and (III) above.

Resistance to any change is a common human tendency. Overcoming resistance to change is crucial for successful < Answer > implementation of any program. Which of the following is not a good strategy for overcoming resistance? (a) (b)

Ignoring it until it goes away Making people aware of their resistance

5

(b) (c) (d) (e) 33.

Listening on the job is not only frequent, it is very important as well. In fact, most managers agree that “active < Answer > listening” is the most crucial skill for becoming a successful manager. You can become a better listener by controlling distractions, becoming actively involved, identifying important facts and (a) (b) (c) (d) (e)

34.

(b) (c) (d) (e)

(a) (b) (c) (d) (e)

Both (I) and (II) above Both (II) and (III) above Both (I) and (III) above Both (II) and (IV) above Both (III) and (IV) above.

You have to present detailed, numerical information You have to compare more than one quantity over time You are displaying time relationships You are depicting changes in quantitative data over time and illustrating trends You want to show how the parts of a whole are distributed.

Reports are business tools that convey information objectively from one organizational area to another or from one < Answer > institution to another. Which of the following is the most standardized of all types of reports? (a) (b) (c) (d) (e)

38.

Culture. Gender. Number. Name.

A report’s success depends not only on how well you have accessed information through research, but also on how < Answer > well you have presented it. Line charts are useful when (a) (b) (c) (d) (e)

37.

The typical paragraph contains these three basic elements: a topic sentence, related sentences developing the topic, and transitional words and phrases The typical paragraph contains these two basic elements: a topic sentence and related sentences developing the topic The typical paragraph contains one basic element: a topic The typical paragraph contains these three basic elements: an introduction, a middle, and a conclusion The typical paragraph contains one basic element: subject.

Communication researchers have found that nonverbal signals have more impact in conveying meaning than verbal < Answer > content. In fact, nonverbal behavior is so important to effective business communication that many companies are now trying to train their employees to understand it. Personal space can vary according to I. II. III. IV.

36.

Separating facts from opinions Interrupting with quick replies or your own opinions Asking hostile questions Capitalizing on lag time by thinking of tasks that you have to complete Discussing with the team members.

The paragraph must be developed in a logical manner. How many basic elements does the typical paragraph contain < Answer > and what are these elements? (a)

35.

Making people aware of their resistance Evaluating others' objections fairly Holding your arguments until the other person is ready for them Manipulate the people who are resisting.

Staff study report Letter report Short report Audit report Memorandum report.

After you have carefully weighed all the options that are open to you, the next important step is planning your < Answer > resume. Remember, your resume will probably be vying for the employer’s attention, with 100 or 200 other resumes, perhaps more. Which of the following sections usually dominates a chronological resume? (a) (b) (c) (d) (e)

The "Education" section The "Career Summary" section The "Work Experience" section The "Skills and Accomplishments" section The “Achievements” section. 6

39.

A claim letter is a request for an adjustment. When writers ask for something to which they think they are entitled < Answer > (such as a refund, replacement, exchange, or payment for damages), the letter is called the claim letter. What kind of communication channel is better for making a claim? (a) (b) (c) (d) (e)

40.

A phone call A personal visit to the organization to which you are making the claim An e-mail A letter A fax.

You have identified the position for which you would like to apply. You have prepared an effective resume. The < Answer > next step is to write a letter of application. Without missing the necessary points the ideal length of the application letter is (a) (b) (c) (d) (e)

One page Half-a-page One and half-a-page Two pages There is no limit.

41. What techniques can you use to make the data comprehensible? How can you make important points stand out and < Answer > complex data easy to understand? Your computer can draw any type of graph you want, but you have to decide what type of illustration you want and where you want to place. Simple bar charts are used to (a) (b) (c) (d) (e)

Compare differences in quantities by lengths of the bars Compare groups of two or three different kinds of quantities over time Show plus and minus differences Compare divisions of a whole Present data in an orderly arrangement of rows and columns.

42. “This year the company has not declared a bonus and the workers are very unhappy about it.” In which of the < Answer > following ways the sentence can be re-written using a semi-colon? (a) (b) (c) (d) (e)

This year; the company has not declared a bonus and the workers are very unhappy about it This year the company has not; declared a bonus and the workers are very unhappy about it This year the company has not declared a bonus and the workers are very unhappy about it This year the company has not declared a bonus; the workers are very unhappy about it This year the company; has not declared a bonus and the workers are very unhappy about it.

< Answer > 43. When business people speak of reports, they are, in general, thinking of written, factual accounts that objectively communicate information about some aspect of the business. A report investigating differences in patterns of swimsuit sales in different climatic regions would be subdivided on the basis of

(a) (b) (c) (d) (e)

Time Hypotheses Quantity Place Factors.

< Answer > 44. Information that supplements material in the body of the report but does not logically fit within the report is included in a/an

(a) (b) (c) (d) (e)

Summary Bibliography Executive summary Appendix Table of illustrations.

< Answer > 45. Arguments cannot be negotiated, only proposals can be. This demands that emotions be kept under control. Negotiating is a delicate process and a lot of thinking must go into it, both before it actually gets underway, and while it is going on. Which of the following actions do not facilitate a win-win approach?

(a) (b) (c) (d) (e)

Determining the needs of both parties Developing a list of possible solutions Choosing the most appropriate solution Forcing the other party to accept your views Keeping emotions under control.

7

46. The body of a speech to inform can be organized in any pattern except I. II. III. IV. (a) (b) (c) (d) (e)

< Answer >

Spatial pattern. Causal pattern. Topical pattern. Motivated pattern. Only (I) above Only (IV) above Both (I) and (II) above Both (II) and (III) above (I), (II) and (III) above.

47. When we want to get a job from a company in which we would like to work, we should show some qualities, which < Answer > will be valuable to a potential employer. In which of the following ways can you increase your value to potential employers? (a) (b) (c) (d) (e)

By showing them proof of your most recent salary By contacting them frequently to show your interest in the company By updating your skills and experience By sending your references even if potential employers don't ask for it By sending your special achievements to the employers.

48. The respondent can do several things to ensure that he makes a favorable impression. The most important of these < Answer > is to answer each question the interviewer asks as clearly and accurately as possible. Sometimes interviewers misinterpret facts. When this happens, it is up to the respondent to ensure that the record is set straight. He can do this in which of the following ways? (a) (b) (c) (d) (e)

Telling the interviewer on the face Showing the offended expression Politely pointing out that he had said something else or unobtrusively repeating an earlier remark Ignoring the misrepresentation Wait for an opportune time.

49. The ability to communicate bad news as delicately and clearly as possible is an essential business skill. A skill < Answer > manager will attempt to say “no” in such a way that the reader supports the decision and is willing to maintain and continue a positive relationship with the company. Which of the following is an example of a buffer? (a) (b) (c) (d) (e)

Thank you very much for interest you have shown in our program “Please send information regarding room availability in your hotel for the week of July 2” “I'm sorry your request for a product replacement cannot be fulfilled” “Please accept the enclosed payment for invoice #456-90” With regard to your resume, you are required to attend an interview on 29th of April.

50. Suppose, you have approached a local industry to persuade them to provide funds for the school to be constructed < Answer > for the poor kids in the locality. How do you stimulate the owner of the local industry to respond positively to your request? (a) (b) (c) (d) (e)

Remind them that their reputation will be in jeopardy if they don't honor your request Reveal the consequences of other businesses that did not honor similar request Make your complaint emotionally hard-hitting so that the audience is persuaded to honor your request Appeal to their sense of goodwill and give them some positive reasons to honor your request Offer them something in return for honoring your request.

51. When listening to your superior on the job I. II. III. IV. (a) (b) (c) (d) (e)

< Answer >

Never convey your ignorance by asking "dumb" questions to clarify instructions. Show your interest by leaning forward. Feel free to answer the phone if you receive a call. Rely on your memory for the details rather than take notes. Only (I) above Only (II) above Both (I) and (III) above Both (I) and (IV) above Both (III) and (IV) above.

< Answer > 52. Listening is the most frequent, perhaps the most important type of on-the-job communication. Listening on the job is not only frequent it is very important as well. In fact, most managers agree that “active listening” is the most crucial not 8

skill for becoming a successful manager. Which of these is not a type of listening? (a) (b) (c) (d) (e)

Comprehensive listening Integrative listening Critical listening Empathic listening Discriminative listening.

< Answer > 53. Two punctuation styles are customarily used in business letters: open and mixed. Standard or mixed punctuation uses which of the following after the salutation, and a comma after the complimentary close?

(a) (b) (c) (d) (e)

A period An exclamation mark A semi colon A colon A bracket.

54. Listening is the most frequent, perhaps the most important type of on-the-job communication. Listening on the job is < Answer > not only frequent it is very important as well. In fact, most managers agree that “active listening” is the most crucial skill for becoming a successful manager. Since speakers talk at a rate three times slower than most people listen, the speaker should (a) (b) (c) (d) (e)

Talk faster so that there is no time gap between talk and listen Be as active as possible to keep the listener's attention Assume that the listeners will get bored Try to talk more slowly in order to emphasize each point Talk slower the rate than he usually talks.

< Answer > 55. Visual aids will definitely help to present the information more attractively. Choosing the proper visual aids is very important. If you want to show change across time both by subdivisions and total quantity, you can use

(a) (b) (c) (d) (e)

Bilateral bar charts Line charts with multiple series A pie chart or pictogram Either a subdivided bar chart or a component-part line chart Multiple-bar charts.

56. An emphasis given to one or more words in a sentence is considered to be which of the following characteristics of < Answer > voice qualities? (a) (b) (c) (d) (e)

Volume Pitch Stress Tone of voice Attribution.

57. The introduction to an essay often determines whether the reader continues to read the essay or decides to slip it into < Answer > the nearest trash can. How you introduce your ideas depends on the audience you are writing for and the type of essay you are writing. Broadly, an introduction should I. II. III. IV. (a) (b) (c) (d) (e)

Capture the reader’s attention. Present the thesis statement. Hint at how the writing is organized. Present the writer’s qualifications. Both (I) and (II) above Both (II) and (III) above Both (III) and (IV) above Both (I) and (IV) above (I), (II) and (III) above.

58. Writing the message often aims at diverse audience. Which of the following should be considered while writing a < Answer > message to diverse audience? (a) (b) (c) (d) (e)

Write to the least educated readers Write to the highest level educated readers Write to the middle-level educated readers Write several different messages - one for each level reader Write the message keeping in view your educational level. 9

< Answer > 59. When two parties involved in a conflict want to work towards amicable solution, they must engage themselves in communication process to decide what kind of deal would be acceptable to both. In other words, they must negotiate to reach an agreement. In a negotiation if argument continues over position, it leads to

(a) (b) (c) (d) (e)

Policing Polishing Polarization Posthumous action Pretension.

< Answer > 60. Visual aids will definitely help to present the information more attractively. Choosing the proper visual aids is very important. The multi-range bar chart is also called

I. Multiple range bar chart. II. Comparative bar chart. III. Cluster bar chart. (a) (b) (c) (d) (e)

Only (I) above Only (III) above Both (I) and (II) above Both (II) and (III) above All (I), (II) and (III) above.

61. Imagine you are an HR manager in a medium sized firm, which recently put out an advertisement for sales < Answer > representatives. The company needs three people. You get nearly 500 application letters. After all, it is the appearance that makes the first impression. Which of the following is the efficient format in letter writing? (a) (b) (c) (d) (e)

Modified block Block Hanging block form Complete block form Simplified block.

62. You are writing a business message to a customer regarding the benefits of a to-be introduced and a bit costlier < Answer > product. You have to include evidences supporting the claims you have made regarding the utility of the product. The evidence should be (a) (b) (c) (d) (e)

As abstract as possible Minimal if your subject is complex or unfamiliar Enough to be convincing but not so much that it's boring As lengthy as possible The most important component of the message.

63. Recently you have received an order from one of your old clients. His previous record suggests that he delays < Answer > payments, hence, you do not want to supply goods to him. Which of the following phrases should not be used in the close of the letter refusing your old client’s order? I. II. III. IV. (a) (b) (c) (d) (e)

“Enclosed the list of latest products”. “I trust our decision is satisfactory”. “If you have further questions, please write”. “We hope you will continue to do business with us”. Only (I) above Both (I) and (II) above Both (I) and (III) above (I), (III) and (IV) above (II), (III) and (IV) above.

64. Writers use punctuation marks to help readers extract meaning from a sentence, in much the same way that readers < Answer > use pauses and voice inflection. In which of these cases is a “comma” not used? (a) (b) (c) (d) (e)

Between coordinate clause joined by but, for Between hours and minutes to express them in figures After dependent clauses Between words in a series After participle phrases.

< Answer > 65. Effective communication is not just about talking and listening. In an organization it is largely about building teamoriented relationships marked by co-operation, honesty and mutual respect. In today’s business world the success of

10

an organization to a great extent depends on which of the following skills of the workforce to establish a positive work environment? (a) (b) (c) (d) (e)

Risk-taking abilities Interpersonal skills Gregariousness Cleverness Intelligence.

< Answer > 66. When we hear, we only perceive sounds, but when we listen, this hearing is accompanied by a deliberate and purposeful act of the mind. To listen means to get meaning from what is heard. One may hear the words another person utters, without really understanding them. Emotionally charged words or messages can interfere with listening because

(a) (b) (c) (d) (e)

They put the speaker in a bad light They may insult the listener They cause the listener to focus on the emotion They cause the listener to focus on the message They are powerful stimulators to listen effectively.

67. We all know that a sentence can broadly be divided into two parts. In a sentence, which of the following makes an < Answer > assertion about or describes an action involving the subject? (a) (b) (c) (d) (e)

Noun Predicate Object Verb Adjunct.

< Answer > 68. Visual aids help communicate the subject matter clearly. Imagine reading a paragraph of text describing your company’s share of sales and your competitor’s share of sales in the region, it would be unreadable and incomprehensible. If the same information were tabulated the information would not only be crystal clear, it would also be easy for the reader to make the necessary comparisons of differences in market share. To show correlations, all of these graphs/charts can be used except

I. Bar. II. Line. III. Pie. (a) (b) (c) (d) (e)

Only (I) above Only (III) above Both (I) and (II) above Both (II) and (III) above Both (I) and (III) above.

69. People often put an invisible boundary between themselves and others. Which of the following is the distance one < Answer > wants between oneself and other people in ordinary, non-intimate interchanges? (a) (b) (c) (d) (e)

Personal boundaries Spatial arrangement Personal space Feature space Official space.

< Answer > 70. Various attention-getting techniques have been successful in convincing recipients to put aside whatever they are doing and considering an unsolicited letter.

I want to start my message with attention-getter like “Are you interested in improving your health?” Comment on my choice. (a) (b) (c) (d) (e)

It is a good attention-getter many people will be attracted since, everybody is interested in improving his health It is a good attention-getter message because you are talking about other people’s health It is a bad attention-getter because answer to this question is always “yes”. Hence, there is no need to ask this question It is a bad attention-getter because people do not want others to intrude in their personal space It is a bad attention-getter because people cannot find answer for this question.

< Answer > 71. Listening is the most frequent, perhaps the most important type of on-the-job communication. Listening on the job is not only frequent it is very important as well. In fact, most managers agree that “active listening” is the most crucial 11

not only frequent it is very important as well. In fact, most managers agree that “active listening” is the most crucial skill for becoming a successful manager. If we ask a fundamental question, why do people listen at all? The answers to this question are many and varied. If one is engaged in critical listening, the goal is to (a) (b) (c) (d) (e)

Understand and retain information Understand the speaker's feelings, needs, and wants Evaluate the logic and validity of the message Appreciate the speaker's point of view Criticize the speaker.

72. Which of the following key topics should be covered in an effective meeting agenda? I. II. III. IV. (a) (b) (c) (d) (e)

Welcome/Introduction. Apologies for absence. Minutes of the last meeting. Date of next meeting. Only (I) above Both (I) and (III) above (I), (III) and (IV) above (II), (III) and (IV) above All (I), (II), (III) and (IV) above.

73. Which of the following statements is not true with regard to persuasive messages? (a) (b) (c) (d) (e)

< Answer >

Persuasive messages aim to influence audiences who are inclined to resist or ignore the message The persuasive techniques acceptable in one culture may not be acceptable in another culture While writing persuasive messages, we must maintain the highest standard of business ethics and follow both the letter and the spirit of law Only emotional appeals are needed for persuasive messages Induction and deduction are methods of reasoning that can be used to gather evidence for persuasive messages. < Answer >

74. A solicited application letter usually opens (a) (b) (c) (d) (e)

< Answer >

By mentioning the name of a person known to and highly respected by the reader By showing how your work skills could benefit the organization By describing your understanding of the job's requirements and telling how your qualifications fit the job By identifying the publication in which the ad ran and describing what you have to offer By listing the qualifications in detail.

< Answer > 75. As in other persuasive letters, the primary purpose of a collection letter is to get action - in this case, payment. A secondary goal is to maintain a customer’s goodwill. The following sentence “Keep your part of the agreement.” “Send your check today”, is used in which of the stages of the collection series?

(a) (b) (c) (d) (e)

Reminder Appeal Repeal Inquiry Urgency.

< Answer > 76. Which of the following communication strategies would be best for a message to your employees announcing an extra paid holiday?

(a) (b) (c) (d) (e)

Direct with reasons for the decision Direct Indirect with reasons for the decision Indirect Graphical.

77. When a topic is divided into parts, one part will be recognized as a central idea and the others as minor ideas. The < Answer > process of identifying these ideas and arranging them in the right sequence is known as outlining or organizing. The concept of “everything in the paragraph belonging together because every part concerns every other part” is referred to as (a) (b) (c) (d) (e)

Repetition Unity Adaptation Rhetorical phrases Roundabout construction. 12

< Answer >

78. Which of the following statements are false? I. II. III. IV. (a) (b) (c) (d) (e)

Resumes should be modified to match the interests of different target employers. Work experience is the strongest selling point in a resume at all times. The chronological resume is not suitable for showing growth and career progression. An electronic resume differs from a traditional resume in some significant ways. While traditional resumes use action verbs, electronic resumes use nouns. Both (I) and (II) above Both (I) and (IV) above Both (II) and (IV) above Both (II) and (III) above Both (III) and (IV) above.

< Answer > 79. Without empathy for the audience’s feelings, it is hard to gain their cooperation or persuade them to accept tough decisions. So, before composing a letter containing unpleasant news, always ask yourself, “if I were the receiver of the message I am about to transmit, how would I react?” Which of the following is a part of a negative message?

(a) (b) (c) (d) (e)

Praise Reasons Evaluations Solution Congratulations.

< Answer > 80. According to studies, average listening efficiency rate is only 25%. Immediately after a ten-minute presentation, a normal listener can recall only 50% of the information conveyed. Which of the following solutions cannot ensure effective listening?

(a) (b) (c) (d) (e)

Thinking from speakers’ point of view Adjusting the delivery Utilizing the feedback Knowing the purpose Ensuring clarity.

81. Which of the following is/are not characteristic(s) of an effectively designed business document? I. II. III. IV. (a) (b) (c) (d) (e)

< Answer >

Restraint. Balance. Consistency. Tone. Only (I) above Only (II) above Only (IV) above Both (I) and (II) above (I), (II) and (III) above.

82. Reports are business tools. By conveying information objectively from one organizational area to another or from < Answer > one institution to another, they assist in decision making and/or problem solving. What are the most common ways of structuring analytical reports? (a) (b) (c) (d) (e) 83

Focusing on conclusions, recommendations, or logical arguments Focusing on neutral, positive, or negative points Focusing on agreement or debate Focusing on strengths or weaknesses of the idea Focusing on threats and opportunities.

There are many types of reports prepared for different purposes. Monthly cost control reports and quarterly sales < Answer > reports are examples of (a) (b) (c) (d) (e)

Request report memos Periodic report memos Confirmation memos Informal survey results memos Analytical report memos.

84. Your boss has been telling the staff that he would welcome suggestions about how to improve the organization. < Answer > You take him at his word and meet him to discuss some of your ideas with him. As you begin to outline the changes you propose, he fixes you with an icy stare and folds his arms across his chest; as you go on, the frown on his face 13

gathers intensity. When you finish, 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 of the body may convey many unspoken things. Closed body position conveys that you are being (a) (b) (c) (d) (e)

Open to new ideas Defensive Noncommittal Disrespectful Angry.

< Answer > 85. Communication researchers have found that nonverbal signals have more impact in conveying meaning than verbal content. In fact, nonverbal behavior is so important to effective business communication that many companies are now trying to train their employees to understand it. Which of the following is not a form of non-verbal communication?

I. II. III. IV. (a) (b) (c) (d) (e)

Kinesics. Proxemics. Semantics. Paralanguage. Only (I) above Only (III) above Both (I) and (II) above Both (II) and (IV) above Both (I) and (IV) above.

86. Writers use punctuation marks to help readers extract meaning from a sentence, in much the same way that readers < Answer > use pauses and voice inflection. Clarity is a primary consideration. Which of the following sentences is correctly punctuated? (a) (b) (c) (d) (e)

Knowing that she was right; Cathy argued vigorously Knowing that she was right—Cathy argued vigorously Knowing that she was right. Cathy argued vigorously Knowing that she was right, Cathy argued vigorously Knowing that she was right Cathy argued vigorously.

87. Good organization is important to both the communicator and the audience because I. II. III. IV. (a) (b) (c) (d) (e)

< Answer >

It simplifies your communication task. It saves your audience’ time. It helps your audience to understand your message. It helps your audience to accept your message. Both (I) and (II) above Both (II) and (III) above Both (III) and (IV) above (I), (II) and (III) above All (I), (II), (III) and (IV) above.

< Answer > 88. You have identified the position for which you would like to apply. You have prepared an effective resume. The next step is to write a letter of application.

Which of the following is the successful outcome of an application letter? (a) (b) (c) (d) (e)

Personal interview Preferential hiring list Quota system Black list Rejection letter.

89. Which of the following statements is/are not true of the open-ended interview? I. II.

The interviewer poses broad questions and encourages the applicant to talk freely. The open-ended interview is good for bringing out an applicant's personality and is used to test professional judgment. III. In an open-ended interview, a candidate should reveal a great deal about personal or family problems. IV. In an open-ended interview the interviewer cannot control the responses of the interviewee. 14

< Answer >

(a) (b) (c) (d) (e)

Only (I) above Only (III) above Both (I) and (II) above Both (I) and (IV) above Both (II) and (IV) above.

90. You are attending an interview for the position of an assistant manager in an MNC. After preliminary tests, you are < Answer > given a tricky situation/problem to solve, which typically comes to the position of an assistant manager. Now you have to assume yourself as the assistant manager and solve the problem. In this situation you are exposed to (a) (b) (c) (d) (e)

Structured interview Stress interview Situational interview Group interview Open-ended interview.

91. The communication between the interviewer and the respondent should be guided by certain ethical guidelines. < Answer > Which of the following do not come under the ethics of interviewing? I. II. III. IV. (a) (b) (c) (d) (e)

Do not make unrealistic promises. Do not reveal confidential information. Do not ask illegal questions. Do not ask personal questions. Only (II) above Only (IV) above Both (I) and (II) above Both (III) and (IV) above (I), (II) and (III) above.

92. While you are making a presentation either oral or written you have to keep in mind two types of audience, primary < Answer > and other. The primary audience is made-up of

93.

94.

95.

96.

(a) All who receive it (b) The decision makers or opinion leaders (c) People with the highest status (d) People who represent the majority (e) Your employees. Groups are formed to accomplish some objective. The objective may be to complete some kind of task or it may be to strengthen interpersonal relationships between the group members. Unwritten rules that govern the behavior of group members are referred to as (a) Group maintenance roles (b) Parliamentary procedure (c) Group norms (d) Robert's Rules (e) Ethics code. When the parties involved in a conflict want to work toward an amicable resolution, they must engage in a communication process to decide what kind of a deal would be acceptable to both. In other words they must negotiate to reach an agreement. Reconciling differences among group members through meditation or by using humor to relieve tension refers to (a) Initiating (b) Compromising (c) Harmonizing (d) Diverting (e) Encouraging. It may be unethical to omit negative information from a recommendation if (a) The information is well-known in the workplace (b) The information 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. Which of the following are true regarding an adjustment-grant message? I. It is a good-news letter lending itself to direct treatment. 15

< Answer >

< Answer >

< Answer >

< Answer >

II. It must overcome a negative customer experience. III. It needs to regain lost confidence in the company's product or service. IV. It needs to avoid use of negative words that recall the unpleasant situation the reader wrote about. (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. 97. If I _______, I would exchange that typewriter for a personal computer (a) Was her (b) Were her (c) Were she (d) Was she (e) Was herself.

< Answer >

98. All business messages are essentially persuasive messages. After all, writers convey messages with the aim of < Answer > persuading readers to their point of view. In this light, AIDA stands for (a) (b) (c) (d) (e)

Attention, Interest, Deceive, Action Attraction, Interrogation, Decipher, Action Attention, Interest, Desire, Action Attraction, Intuition, Demand, Allocation Allow, Interact, Defect, Arrange.

< Answer > 99. The success of a meeting depends on the ability of each individual member of a group to communicate with the rest of the group as a whole. The biggest mistake in holding meetings is

(a) (b) (c) (d) (e)

Not having a specific goal Not inviting enough participants Circulating the agenda too far in advance Sticking too closely to the agenda Not ensuring the right ambience for the meeting.

< Answer > 100. There are many ways of experiencing the world around us. How we experience the inputs from the environment around us depends on many factors like, our previous experience, education, family background etc.

If we have the ability to experience the world around us from another person’s perspective, the ability is termed as (a) Credibility (b) Empathy (c) Cognitive dissonance (d) Context (e) Sympathy.

Suggested Answers Managerial Effectiveness – I (MB121): October 2006 1.

Answer : (a) Reason : The communication which flows between the units or individuals of same hierarchical level is termed as Lateral communication. Informal communication is the communication which does not follow any rules and structure. Upward communication is the communication which starts at subordinates and ends at the superior. Downward communication is the communication which starts at the superior and ends at the subordinate. Formal communication is the communication which follows structure and rules of the organization.

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2.

Answer : (b) Reason : The term which refers to obstruction in the exchange message is noise. Grapevine is the name for the informal communication. Network is the spread of the communication in the organization. Encoding refers to converting the idea of the sender into the message which is understandable to the receiver.

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3.

Answer : (a) Reason : In the communication process the receiver is also called as the decoder. Encoder is the person who

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16

sends the message. 4.

Answer : (d) Reason : the statements I and II are true. In the deductive structure the proposal is stated first and then arguments that support the proposal are presented hence deductive structure is advisable when we want to convey any good or happy news.

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5.

Answer : (a) Reason : The most general statement of the speech is termed as “core statement”. Among the three statements given I statement is most general statement. Hence, it is the core statement.

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6.

Answer : (b) Reason : The meeting focused on arriving at a decision and is conducted to change existing procedures, to adopt a new system and sometimes, to generate new ideas is called problem solving meeting. The informational meeting’s purpose is to inform the group about recent developments.

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7.

Answer : (e) Reason : Theatre style is appropriate for large groups that are meeting to obtain information. The leader does much of the talking and participation is limited. The banquet style allows members to see each other. T formation brings participants close together, but the focus is still on the leader. The participative arrangement uses a round table so that status differences are minimized, and all participants feel free to express their opinions. The equalizing pattern indicates the leader wants all members to participate by speaking their minds.

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8.

Answer : (a) Reason : The bad news message should start with a neutral statement and end with a cordial close to avoid the focus on the negative message.

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9.

Answer : (c) Reason : The expressions signify sadness.

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10.

Answer : (b) Reason : The example is described by the vocal characteristics, a component of paralanguage.

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11.

Answer : (b) Reason : If a company’s formal communication network limits the flow of information, only the people at the top of the chain of command see “the big picture”; and lower-level employees lack a means for sharing their ideas with managers.

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12.

Answer : (b) Reason : Rather than contributing to good decision-making, groupthink (the willingness of individuals to put aside their opinions and follow others blindly) can actually lead to poor decision-making. Resorting to groupthink will reduce the analytical abilities of the individual members of the team and decisions may be taken without judging their merit.

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13.

Answer : (d) Reason : Refusal message is a bad news message hence, not to disturb the prospects of future relations; it is good to tell the reader what you can do.

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14.

Answer : (a) Reason : An employment interview is a formal meeting at which both employer and applicant ask questions and exchange information to determine their suitability for each other

< TOP >

15.

Answer : (b) Reason : First sentence sounds judgmental and evokes defensive reaction and second sentence is descriptive.

< TOP >

16.

Answer : (d) Reason : Murthy is in the evaluation stage of the communication process.

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17.

Answer : (c) Reason : To achieve a logical progression of ideas and provide coherence, writers use logical connectors, or transition words. These words not only help the flow of ideas, but also indicate the relationship between ideas words like then, next, finally, etc. serve this purpose.

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18.

Answer : (c) Reason : By conveying the subject to the intended audience in such a way that the writer’s purpose is achieved , you can write an effective business letter. 17

< TOP >

, you can write an effective business letter. 19.

Answer : (a) Reason : Like bad-news letters, bad-news memos have to be written inductively. An apologetic or ambiguous tone may irritate the reader. Bad–news memos cannot be written quickly – it takes time to compose a bad-news memo. Bad-news memos written in haste often receive a negative response. ‘Doubtfully’ is irrelevant to the context.

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20.

Answer : (b) Reason : The logical interpretation of what the facts in your report mean is called the “conclusion”.

< TOP >

21.

Answer : (d) Reason : When reviewing your visual aids, ask yourself whether each one is necessary, convenient and accurate.

< TOP >

22.

Answer : (e) Reason : All of the options illogical, confusing, modifiers that do not clearly modify a specific word, are true about the dangling modifier.

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23.

Answer : (d) Reason : The explanation signifies message overload, an environmental barrier.

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24.

Answer : (d) Reason : The last step in conflict resolution is to repair bad feelings.

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25.

Answer : (c) Reason : Using "you" statements; make clear where the employee is wrong will not help in giving a constructive feedback.

< TOP >

26.

Answer : (d) Reason : If a customer requesting an adjustment is at fault for the problem, the best response is to receive the claim but tactfully point out that your firm was not at fault.

< TOP >

27.

Answer : (c) Reason : A "Keyword Summary" section listing words and phrases that define your skills and qualifications would increase the résumé's chances of being matched with employers who are searching for those qualities.

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28.

Answer : (d) Reason : The reports that move upward or downward the hierarchy are referred to as vertical reports such reports contribute to management control.

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29.

Answer : (d) Reason : Except words used in the communication all the other options constitute non-verbal communication.

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30.

Answer : (d) Reason : Tone of voice refers to the rising or falling inflection that tells you whether a group of words is a question or a statement, whether the speaker is uncertain of confident, or whether a statement is sarcastic or sincere.

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31.

Answer : (e) Reason : All the statements are true.

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32.

Answer : (a) Reason : Ignoring the conflict until it goes away is not one of the good strategies

< TOP >

33.

Answer : (a) Reason : You can become a better listener by controlling distractions, becoming actively involved, identifying important facts, and separating facts from opinions

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34.

Answer : (a) Reason : The typical paragraph contains these three basic elements : a topic sentence, related sentences developing the topic, and transitional words and phrases.

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35.

Answer : (a) Reason : Personal space can vary according to both culture and gender.

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18

36.

Answer : (d) Reason : Line charts, depict changes in quantitative data over time, and illustrate trends. For depicting detailed numerical information tables need to be used. If you have to compare more than one quantity over time multiple-range bar charts are useful. For displaying time relationships use gantt chart. If you want to show how the parts of a whole are distributed use pie charts.

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37.

Answer : (d) Reason : Audit report is most standardized form of all reports.

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38.

Answer : (c) Reason : The "Work Experience" section usually dominates a chronological résumé that to in a reverse order.

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39.

Answer : (d) Reason : A letter creates the most formal documentation of your claim.

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40.

Answer : (a) Reason : Without missing the relevant information it is advisable to limit to one page unless it is absolutely necessary to write a longer letter.

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41.

Answer : (a) Reason : Simple bar charts are used to compare differences in quantities by lengths of the bars.

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42.

Answer : (d) Reason : This year company has not declared a bonus; the workers are very unhappy about it is the correct sentence where semicolon is properly used.

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43.

Answer : (d) Reason : Sub-division based on the place will be appropriate.

< TOP >

44.

Answer : (d) Reason : Appendix will be the part which contains the materials like photos of the products, brochures etc which may not logically fit in the body

< TOP >

45.

Answer : (d) Reason : Forcing the other parties to accept your view does not help to reach the win-win solution.

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46.

Answer : (b) Reason : The motivated sequence pattern is only used for persuasive speeches. Any of the other three patterns can be used in the speech to inform, depending on the nature of the topic. The purpose of a speech to inform is to convey the matter clearly. Any pattern that allows the speaker to do so is suitable. Hence, option (b) is correct

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47.

Answer : (c) Reason : Updating your skills and experience by taking new training and assignments will increase your value to potential employers. Hence, option (c) is correct.

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48.

Answer : (c ) Reason : By politely pointing out that he had said something else or unobtrusively repeating an earlier remark respondent can set the things straight. Hence, option (c) is correct.

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49.

Answer : (a) Reason : Since buffer is a neutral statement the first sentence “Thank you very much for the interest you have shown in our program” as an opening sentence for a letter refusing a candidate’s admission for management program is called a buffer.

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50.

Answer : (d) Reason : In order to stimulate our audience's interest and desire to respond positively to our persuasive claim request, we should appeal to their sense of goodwill and give them some positive reasons to grant our claim

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51.

Answer : (b) Reason : When listening to your superior on the job show your interest by leaning forward.

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52.

Answer : (b) Reason : Integrative listening not one of the types of listening. Hence, option (b) is correct.

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19

53.

Answer : (d) Reason : Two punctuation styles are customarily used in business letters : open and mixed. Standard or mixed punctuation, the traditional style, uses a colon after the salutation and a comma after the complimentary close.

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54.

Answer : (b) Reason : Since speakers talk at a rate three times slower than most people listen, the speaker should be as active as possible to keep the listener's attention. Hence, option (b) is correct.

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55.

Answer : (b) Reason : Line charts with multiple series will be best suited.

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56.

Answer : (c) Reason : Stress is the correct answer.

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57.

Answer : (e) Reason : The introduction should capture the reader’s attention, present the thesis statement and hint at how the writing is organized. Hence, option (e) is correct.

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58.

Answer : (a) Reason : When you are writing to a diverse audience you should write to the least educated readers

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59.

Answer : (c) Reason : Polarization is breaking up into opposing groups. An argument over positions in a Negotiation leads to Polarization. Hence, option (c) is correct.

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60.

Answer : (e) Reason : The multi-range bar chart is also called multiple range bar chart, comparative bar chart and cluster bar chart

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61.

Answer : (e) Reason : Simplified block is the efficient format in letter writing.

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62.

Answer : (c) Reason : The specific evidence included in a business message should be enough to be convincing but not so much that it's boring.

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63.

Answer : (e) Reason : Avoid all these phrases since they should not be used, as, these statements are expressing doubt about he continuance of relations.

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64.

Answer : (b) Reason : A common shouldn’t be used between hours and minutes to express them in figures.

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65.

Answer : (b) Reason : Interpersonal skills are important for success in the organizational environment and for creating positive working environment. Hence, option (b) is correct.

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66.

Answer : (c) Reason : Emotionally charged words or messages can interfere with listening because they cause the listener to focus on the emotion. Hence, option (c) is correct.

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67.

Answer : (b) Reason : A sentence consists of a subject and a predicate. The correct answer therefore is predicate. A noun is simply a naming word. An object is the receiver of the action. A verb is an action word. An adjunct is a supporting word. All these are aspects of subject and predicate. Hence, option (b) is correct.

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68.

Answer : ( b) Reason : To show correlations, all of the given graphs/charts can be used except pie chart.

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69.

Answer : (c) Reason : Personal space is the distance one wants between oneself and other people in ordinary, non-intimate interchanges.

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70.

Answer : (c) Reason : It is a bad attention-getter because answer to this question Is always “yes.” Hence, there is no need to

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20

ask this question 71.

Answer : (c) Reason : In critical listening, the individual listens mainly to evaluate the logic and validity of the message. Hence, option (c) is correct.

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72.

Answer : (e) Reason : All the given points are covered in the meeting. Hence, option (e) is correct.

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73.

Answer : (d) Reason : Both emotional and logical appeals are needed for persuasive messages

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74.

Answer : (d) Reason : A solicited application letter usually opens by identifying the publication in which the ad ran and describing what you have to offer

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75.

Answer : (b) Reason : Such statements are made in the appeal stage. They appeal to the debtor’s sense of fair play, cooperation and honesty.

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76.

Answer : (b) Reason : Since it is a good news it is advisable to use the direct approach.

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77.

Answer : (b) Reason : The concept of "everything in the paragraph belonging together because every part concerns every other part" is referred to as Unity.

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78.

Answer : (d) Reason : The statements (II) and (III) are false.

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79.

Answer : (b) Reason : To avoid the consequences of negative message the communicator should give the reasons before conveying the bad news.

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80.

Answer : (a) Reason : Speakers can try empathizing (not thinking from speaker’s point of view), adjust the delivery, utilize the feedback, be clear and be interesting to ensure effective listening.

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81.

Answer : (c) Reason : Tone is not a characteristic of an effectively designed business document. Hence, option (c) is correct

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82.

Answer : (a) Reason : The most common way of writing analytical reports is focusing on conclusions, recommendations, or logical arguments. Hence, option (a) is correct.

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83.

Answer : (b) Reason : Periodic report memos-monthly cost control reports, quarterly sales reports – are submitted at regular intervals. Since these memos are written frequently, they are designed and preprinted so that the writer can complete them quickly. Hence, option (b) is correct.

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84.

Answer : (b) Reason : Closed body position indicates the defensive position.

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85.

Answer : (b) Reason : The meaning or the interpretation of a word, sentence, or other language form is termed as Semantics. Hence it is not a form of Non-verbal communication. Hence, option (b) is correct.

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86.

Answer : (d) Reason : Knowing that she was right, Cathy argued vigorously is correctly punctuated. Hence, option (d) is correct.

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87.

Answer : (e) Reason : All the statements are correct. Hence, option (e) is correct

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88.

Answer : (a) Reason : Successful outcome of the application letter is the call for the personal interview.

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21

89.

Answer : (b) Reason : In the open-ended interview the interviewee need not reveal personal and family problems. Hence, option (b) is correct.

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90.

Answer : (c) Reason : Situational interview requires candidate to do the work required by the position. Hence, option (c) is correct.

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91.

Answer : (e) Reason : The communication between the interviewer and the respondent should be guided by certain ethical guidelines. Except option (iv) all the remaining options come under ethics of interviewing. Hence, option (e) is correct.

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92

Answer : (b) Reason : The decision makers or opinion leaders constitute the primary audience of a message. Hence, option (b) is correct

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93

Answer : (c) Reason : Unwritten rules that govern the behavior of group members are referred to as group norms. Hence, option (C) is correct.

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94

Answer : (c) Reason : Reconciling differences among group members through meditation or by using humor to relieve tension refers to harmonizing. Option (c) is correct

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95.

Answer : (b) Reason : It may be unethical to omit negative information from a recommendation if the information is true and relevant.

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96.

Answer : (e) Reason : All of the above are true about an adjustment-grant message. Hence, option (e) is correct.

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97

Answer : (b) Reason : If traditionally takes the plural verb ‘were’. The object of a verb always takes the objective case; therefore ‘her’ should be used instead of ‘she’. Hence, option (b) is correct.

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98

Answer : (c) Reason : AIDA stands for Attention, Interest, Desire and Action

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99

Answer : (a) Reason : The biggest mistake in holding meetings is ‘not having a specific goal’. Hence, option (a) is correct.

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100.

Answer : (b) Reason : The ability to experience from the other person’s perspective is called empathy.

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