Business Communication Mcqs

Business Communication

Business Communication

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Business Communication Table of Contents Chapter 1 (Communication Process) ...................................................................... 4 Chapter 2 (Business Communication) .................................................................. 26 Chapter 3 (Seven C’s of effective communication)............................................... 49 Chapter 4 (Listening Skills) ................................................................................... 60 Chapter 5 (Written business messages) ............................................................... 73 Chapter 6 (Letters and Circulars) ......................................................................... 88 Chapter 7 (Business Reports) ............................................................................. 102 Chapter 8 (Communication via the Internet) ..................................................... 106 Solutions ............................................................................................................ 117 Chapter Number 1 ................................................................................................................................ 117 Chapter Number 2 ................................................................................................................................ 120 Chapter Number 3 ................................................................................................................................ 122 Chapter Number 4 ................................................................................................................................ 124 Chapter Number 5 ................................................................................................................................ 127 Chapter Number 6 ................................................................................................................................ 128 Chapter Number 7 ................................................................................................................................ 129 Chapter Number 8 ................................................................................................................................ 130

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Business Communication Chapter 1 (Communication Process) 1. Which of the following describes communication a) The exchange of feelings between the audience using a medium b) The exchange of information between the sender(s) and receiver(s) using a medium c) The disseminating of information between the sender(s) and receiver(s) using a medium d) The feedback given from the receiver(s) to the sender(s) only 2. Human communicate sub - consciously using a) Verbal communication cues b) Non- verbal communication cues c) Formal communication cues d) Informal communication cues e) All of them 3. The world of business is the world of actions. This world is incomplete without a) Communication b) Noise c) Technology d) Verbal cues 4. Dedicating appropriate time and effort is required to __________ effectively a) Do business b) listen c) Communicate d) Read 5. In an organization which of the following can become key component in deciding its success or failure a) Communication b) Noise c) Distortion d) Silence 6. Which of the following communicate the purpose of business communication a) Maintaining relationship only b) Discarding information c) Accepting information d) Maintaining relationship and acquiring or disseminating information

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Business Communication

7. Which options highlight the benefits of effective communication a) Keeping fully informed and up-to-date b) Timely decision making c) Both sender and receiver remain vibrant d) None of the above 8. Effective communication is characterized by a) Accurate and precise data b) suitable channel and adequate language c) clear and logical flow of message d) All of the above 9. While trying to communicate business messages inaccurate data may lead to a) Hit the credibility of customers b) Inaccurate Decisions c) Reduced profitability because of bad decision d) None of Above 10. In effective communication " CLEAR" means a) Use substandard language but choose appropriate medium b) Choosing the right language and keeping the message as simple as possible c) Use appropriate physical feedback d) All of above 11. While communicating outside ,the organization has to build a corporate image and maintain an appropriate tone .this is achieved by a) Using appropriate language b) Using appropriate style c) Using appropriate gestures d) Using appropriate posture 12. Which of the following combination helps to achieve appropriate language in a message a) Using complex words, image building supportive material and use technical language b) Using concrete words, image building supportive material and use esoteric Vocabulary c) Using simple word ,image building supportive material and avoiding jargons d) Using concise words, image building supportive material and avoid complex vocabulary 13. Communication between peers ,colleges ,members etc. is an example of a) External communication 5|Page

Business Communication b) Diagonal communication c) Internal communication d) Horizontal communication 14. Communicating with lawyers ,Auditors and Government officials etc. is an example of a) Internal communication b) Horizontal communication c) External communication d) Diagonal communication 15. In an organization communication may be directed a) Horizontally, Diagonally and vertically b) Internally and externally c) Downward and upward d) Diagonally and horizontally 16. Mr. Zuhaib(Managing director) has passed a report, made by his secretary to his boss. Which type of communication is this a) Vertical communication b) Horizontal communication c) Diagonal communication d) None of above 17. Mr. Rana was found sharing his grievances about the organizational structure and processes. Mr. Rana's communication can be classified as a) Vertical communication b) Horizontal communication c) Lateral communication d) Diagonal communication 18. Vertical communication is presumed to be more formal because it a) Accept different level of hierarchy b) Recognizes different level within hierarchy c) Rejects different levels within hierarchy d) Organize different levels of hierarchy 19. In __________ subordinate might be fearful to communicate with his immediate boss ,thinking he might not take interest in the topic a) Vertical communication / upward communication b) Horizontal communication c) Diagonal communication

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Business Communication d) Crisis communication

20. In large organization managers face the following challenges in upward organization a) Subordinates making incorrect assumption related to the level of inters, volume or negative outcome of communicating to the managers b) Globalization c) Lack of interest in the manager d) Superior knowledge of subordinates in operations 21. Horizontal communication is also known as a) Lateral communication b) Lenticel communication c) upward communication d) Late communication 22. Communication taking place between people of similar standing or status is called a) Horizontal communication b) Vertical communication c) Diagonal communication d) Status communication 23. Which of the following communication patterns may result into both formal and informal communication a) Horizontal communication b) Vertical communication c) Diagonal communication d) Social communication 24. Diagonal communication describes the simultaneous_____________ of vertical and horizontal communication a) Combination b) Manipulation c) Intimation d) All of above 25. Cross team communication are an example of a) Diagonal communication b) Vertical communication c) Horizontal communication d) None of the above 26. When the vertical communication line becomes useless due to blockage ______ Can be used to achieve the objective 7|Page

Business Communication a) b) c) d)

Diagonal communication Informal Vertical communication Horizontal communication Formal communication

27. Failures in which the following combination of axioms may result in making the communication process fail. a) Inevitability and irreversibility of communication b) relationship and content dimension and Diagonal or analogic nature of communication c) Defining relationship by punctuation and symmetric or complementary view of the communication d) All of the above 28. Which of the following is the false statement with respect to axioms a) One can mitigate what he has communicated b) One cannot mitigate what he has communicated c) Silence is communication within it self d) None of the above 29. In axioms of communication digital refers to a) Discreet and defined communication elements b) Communication evolving a particular inference c) General and vague communication elements d) None of the above 30. In axioms of communication Analogic refers to a) communication evolving a particular inference b) communication involving a particular inference c) both a and b d) none of the above 31. The axiom inevitability of communication refers to, a) One cannot not communicate b) One can communicate all the time c) One may communicate at his will d) None of the above 32. Silence of a member in a meeting indicates his lack of interest or boredom. This is well explained by the axiom, a) Irreversibility of communication b) Inevitability of communication c) Content and relationship dimensions of communication 8|Page

Business Communication d) Symmetric or complementary communication

33. In spite of selecting appropriate context the message may still be misunderstood or cause conflict in the absence of appropriate _____________, a) Paralanguage b) Digital elements c) Relationship dimension of communication d) Analogic elements 34. Labeling the events in a communication sequence as the cause or response is covered under the axiom, a) Defining relationships by punctuation. b) Symmetric or complementary nature of communication c) Digital and analogic nature of communication d) None of the above 35. When the relationship or power of the interlocutors is different or not at parity, the communication taking place is said to be, a) complementary b) Symmetric c) Confused d) Mingled 36. Which of the following option manifest the symmetrical and complementary nature of communication , a) one up, one down, one cross communication b) one left, one right, one under communication c) one up, one down, one across communication d) none of the above 37. In the negotiation process when both parties adopt one-up or one down or just one-across style of communication. The communication tends to be a) Complementary in nature b) symmetrical in nature c) Both A and B d) None of above 38. which style of communication will be most appropriate when an employee has to communicate at different levels of hierarchy in his organization a) Formal style b) Informal style c) complementary style d) Symmetrical style 39. While communicating message variances in speed, tone, volume, voice and stress on words can convey different meanings. This is termed as a) Paralanguage 9|Page

Business Communication b) Connotation c) Denotation d) None of above 40. Paralanguage describes a) No voice and stress on words b) Convey same meanings to the recipients c) Vocal yet nonverbal pat of communication d) Constant speed in tone 41. the communication process explains the components of a) Communication Barrier B) Communication cycle c) Both A and B d) IPC 42. which of the following arrangement represents the process of communication a) sender, Receiver, Encoding, Decoding, Feedback b) Sender, feedback, Decoding, Encoding, Receiver c) Sender, Encoding, Decoding, Feedback, Receiver d) Sender, Encoding, Receiver, Decoding, Feedback 43. Converting your thoughts into words in communication process is called A) Decoding B) Encoding c) Both A and B d) None of above 44. the phenomena that the receiver interprets the message transmitted to him, that he could understand its objective or the action intended to be done by him, is called a) Encoding b) Decoding c) Reception d) None of above 45. in the process of feedback the original sender becomes a) the sender b) the receiver c) Encoder d) Decoder 46. the person initiating the communication process is called a) Sender b) Receiver c) Decoder d) Encoder 47. In a communication process can there be more than one sender? a) Yes 10 | P a g e

Business Communication b) No c) None of above 48. while communicating a business message the appropriate level of language, media, channel and style is adjusted according to a) Speaker b) Receiver c) Both A and B d) Sender 49. the tool which is used to transmit a message is called a) Medium b) Channel c) Post d) Notice board 50. the path through which the message is sent is called a) channel b) Medium c) Memos d) Letter 51. the transition of a letter through internet is an e.g. of a) E-mail b) Medium c) Both A and B d) channel 52. Notice board and memos are an example of which of the following respectively a) Only medium. b) Only channel c) Channel, medium. d) None of above 53. Any distraction or interference that damages the actual message that is being sent is termed as a) Noise b) Physical noise c) Technical noise d) Social noise 54. the receivers inability to receive the message properly when the message was being transmitted in the mid of a busy highway is due to a) Social noise b) physical noise c) Technical noise d) Semantic noise 55. A noise that is external to the speaker and listener making the message difficult to hear is termed as a) Psychological noise 11 | P a g e

Business Communication b) Physiological noise c) Physical noise d) Social noise 56. When the interlocutors internal qualities hinder the message being transmitted is called a) Technical noise b) Physiological noise c) Semantic noise d) psychological noise 57. In a communication process prejudice and preoccupation of ones mind are an example of a) Physiological noise b) Psychological noise c) Physical noise d) Social noise 58. Hindrance of transmitting a message due to bodily needs or limitation of an individual are termed as, a) Physical noise b) Physiological noise c) Psychological noise d) Semantic noise 59. The inability to hear (deafness) ,sight(blindness) ,and migraine are example of, a) Semantic noise b) Social noise c) Physiological noise d) Physical noise 60. When the interlocutor assessing different meaning to the same word it is called a) Social noise b) Semantic noise c) Physiological noise d) Psychological noise 61. Semantic noise usually arise when discussing ___________ areas a) Technical noise b) Technical and Physical noise c) Both A and B d) None of above 62. Semantic noise is due to, a) different layer of meaning of words b) Same layer of meaning of words 12 | P a g e

Business Communication c) Different or same layer of words d) None of Above 63. A joke misunderstood in the absence of nonverbal cues is an example of a) Interference b) Noise c) Distortion d) Misinterpretation 64. Distortion and noise refers to _____________ Respectively a) Misinterpretation of complete message and misguide the receiver b) Transition of incomplete message c) Misinterpretation of complete message and transition of incomplete message d) Message is recovered while handling and communication 65. Distortion initiate at the ____________ Stage in the communication process a) Decoding b) Encoding or Decoding c) Encoding d) None of above 66. The actual object of communication is called, a) Message b) Channel c) Receiver d) Sender 67. ________ content ultimately refers to the reason for sending the message, a) Primary b) Secondary c) Both A and B d) Important 68. The act of confirming to the sender that his message has been understood or not is called, a) Acceptance of information b) Feedback c) Confirmation of information d) All of above 69. Feedback can be given only verbally, a) No (Both verbally and non-verbally)

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Business Communication b) Yes (only verbally) c) Only non –verbally d) All of above

70. Contextual consideration when selecting the appropriate form of communication include, a) Formality, Confidentiality , urgency, Internal and external communication b) Formality, Confidentiality, Sluggishness, internal or external communication c) Formality, confidentiality, urgency, internal or external communication. d) Formality , Confidentiality , Urgency , external Communication 71. How many key methods are there to communicate a message? Choose the right option, a) Four b) Three c) Two d) One 72. The prime purpose of visual aid is to a) Communicate to the point and increase level of understanding b) Communicate effectively and efficiently with increased level of vision c) Communicate with consideration of important points d) Communicate with clarity and increase level of understanding 73. Charts, Diagrams, graphs and tables are examples _________chose the most appropriate option a) Pictorial b) Channel c) Medium d) None of above 74. In order to optimize its impact visual aid must be a) Clearly visible b) Original c) Displayed sparingly at relevant point d) All of above 75. While giving a presentation after offering the explanation of the contents of visual aid the speaker should, a) Turn to audience if necessary b) Turn immediately towards audience and continue to speaker c) Turn to audience and stop speaking d) Turn to audience and wait for their Questions 76. Telephone conversation ,face to face discussion are example of a) Visual communication 14 | P a g e

Business Communication b) Non-verbal communication c) Personal communication d) Oral communication 77. The most appropriate media for a message that requires an audit trail and is to be communicated externally is a) Letters b) Memorandum c) Minutes d) Press Conference 78. Fax can become an appropriate media when a) When original documents need to be received by some physical location b) Copies of documents need sending to a different physical location c) Sending of message over the telephone line is more important than other channel d) None of above 79. Electronic bulletin board are best media to communicate a) Internal instruction, policies and procedure b) External instruction, law and regulations c) Both a and b d) Project relevant information of employees’ needs 80. Which of the following is not a universal of interpersonal communication a) Ethics b) Defining relationship by punctuation c) Messaging and channels d) Decoding and encoding 81. Absence of which of the following can stop the communication process to initiate at all a) Sender-Receiver b) Competence and performance c) Noise d) Effect 82. Field of experience should be _________between the interlocutors in order to communicate effectively a) b) c) d)

Different Same Both a and b None of above

83. circumstances and things that prevent one from communicating as internal by sender to the recipient are called a) Noise 15 | P a g e

Business Communication b) Distraction c) Interference d) Barrier to communication 84. Hiding unfavorable information and communicating only useful and profitable information by the sender deliberately a) Selective perception b) Manipulation c) Filtering of information d) All of above 85. The Manager of Mintax Corporation deems all European to be intelligent. Thus during an interview He offered the position to a candidate as soon as he got to know that He is a European. This act is categorized as, a) Projection b) Performance evaluation c) Selective perception d) Stereotyping 86. The cultural difference between the interlocutor can become ……….. In communication a) Social noise b) Distraction c) Barrier d) Interference 87. When the receiver accepts information only in which he is interested is called a) Selective perception b) Self-centeredness c) Prejudgment d) Filtering of information 88. The level of communication can be improved through a) Facilitating and encouraging communication through appraisal system b) Providing training c) Minimizing distraction and mange conflict d) All of above 89. ICT stands for a) Information and corrective techniques b) Information and communication technologies c) Integrated Computer Technology

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Business Communication d) All of above

90. Factors which has influenced ICT are a) Bandwidth, Sophistication and versatility of technologies, new business model and ECommerce b) IPods, websites, new business model and E-Commerce c) Bandwidth, Smart phones, laptops d) None of above 91. Overseas call center services are an example of a) E-commerce b) Growth of automated call -answering c) Off - Shore help desks d) All of above 92. Off-shore help desks and automate call answering are an example of a) New business models b) Old business models c) Sophisticated business model d) None of above 93. Transferring goods and services from producer to consumer through electronic media is called a) E-commerce b) E-bay c) Amazon d) E-mail 94. In recent years the world has become arguably irreversibility reliant on ICT for conducting a) Business activities b) Personal activities c) Both personal and business activities d) External environmental activities 95. Challenges faced by ICT includes a) Increasing cost of keeping up with technology b) Lack of trust from consumer part c) Lack of market knowledge d) Varying strength and quality of internet connection e) All of above

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Business Communication

ICAP Question Bank chapter 1 1. Which of the following describe the key purposes of communication? a) b) c) d)

Acquiring information, confusing competitors and maintaining relationships Disseminating information, justifying prices and maintaining relationships Acquiring information, confusing competitors and marketing campaigns Maintaining relationships, disseminating information, acquiring information

Q2. Which of the following are types of noise? A) B) C) D)

Semantic, psychological and physical Semantic, Psychological and physical Physiological, monological and physical Psychedelic, monological and semantic

Q3. Which of the following correctly describes a component of the communication process? A) Feedback: this is sent from the sender to the receiver to clarify the message that was sent B) Encoding: this is where the message is interpreted by the receiver to understand what action needs taking C) Receiver: the receiver decodes the message to understand what the message is about and what action (if any) is required D) Sender: the sender generates feedback which is attached to the message that they send using an appropriate communication method

Q4 Which of the following is NOT an axiom of interpersonal communication? A) Irreversibility of communication B) Inevitability of communication C) Symmetric or complementary D) Digital content and analogic relationships

Q5 Which of the following is not a universal of interpersonal communication? A) Receiver aspiration B) Compliance and performance 18 | P a g e

Business Communication C) Message and their channeling D) Field of experience

Q6 Five factors which in your opinion contribute towards improved receptivity of the message by the recipient of communication are: A) Same aims, relevance, same belief, easy message, sender credibility B) Same aims, relevance, same belief, easy message, same language C) Nonverbal, relevance, same belief, easy message, same language D) Same aims, relevance, humor, easy message, same language

Q7 Indirect approach of communication is adopted in framing of business messages for: A) Bad news B) Persuasive messages C) When audience is not receptive D) B and C

Q8 what are the steps that are generally followed in writing of indirect communications in business? A) Explanation, safety valve, bad news, alternative suggestion, positive close B) Safety valve, alternative suggestion, explanation, bad news, positive close C) Safety valve, explanation, bad news, alternative suggestion, positive close D) Bad news, safety valve, explanation, alternative suggestion, positive close

Q9 As a Professional Trainer, you have just completed a 3 hour Training Session on the subject of International Trade Financing for a group of twenty Management Trainees of Phoenix Bank Limited. You are keen to measure the success of the presentation and would like to know the extent to which the trainees have absorbed and benefited from the lecture. What are four different methods by which you can obtain feedback from the trainees?

A) Ask them to write a summary of the salient points made in the lecture B) Ask them to give their opinion on the effectiveness of the lecture C) Ask them to give examples of the application of the knowledge they acquired D) A, B and C Q10 TV panel interviews conducted with prominent personalities in various fields show that these individuals often lack good communication skills.

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Business Communication Identify four of the most common traits which are indicative of their unsatisfactory communication skills. (i) The interviewee tends to be over-talkative and attempts to dominate the discussions (ii) The interviewee frequently interrupts the moderator or the other members of the panel (iii) The interviewee is excessively critical of other participants (iv) The interviewee engages in aggressive nonverbal posturing (v) The interviewee is not attentive when the moderator or other members of the panel are speaking (vi) The interviewee lack confidence.

A) (i), (iii), (v), B) (ii), (iv), (vi), C) (i), (vi) D) (i), (ii), (iii), (iv), (v), (vi)

Q11 Essential components of the Communication Process are: A) Sender, Encoding, Message, Channel, Receiver, Feedback B) Sender, Encoding, Message, Medium, Receiver, Feedback C) Sender, Encoding, Message, Medium, Receiver, Feed forward D) Sender, Encoding, Message, Context, Medium. Receiver, Feedback Q12 Drawbacks of communication of information through the Notice Board include: A) Notice Boards are often treated with neglect and become untidy and irrelevant with the passage of time B) At times, graffiti and objectionable remarks may be written on the Notice Boards C) Information on Notice Boards are often ignored by the employees D) All of the above

Q13 Which is not a Universals of Interpersonal Communication? A) Source-receiver B) Encoding-Decoding C) Compliance and performance D) Perception Q14 interpersonal communication can be between/among: A) Two people B) One to many 20 | P a g e

Business Communication C) Manyto one D) All of the above

Q15 Inevitability of Communication refers to: A) Importance of communication B) Need of communication C) Unavoidability of communication D) All of the above Q16 Communication involves a Process of Adjustment refers to: A) Adjusting speed of speaking B) Adjusting as per the situation C) Adjusting with the differences among the people involved D) All of the above Q17 Feedback is a critical component of the communication process as it enables the sender to determine whether the message has been received or understood. Although feedback is of considerable importance in the communication process, it is observed that it is often ignored in certain situations. Managers are often reluctant to provide Feedback to their subordinates, because of: A) Fear for the other person’s reaction B) Lack of communication skills in managers C) No interest in juniors D) All of the above Q18 First step in making Feedback acceptable to subordinates in difficult situations is: A) Use a soft entry. Do not give the feedback immediately — give the person an opportunity to be prepared for the potentially unfavorable feedback. B) Offer a straightforward and simple feedback as it is effective in most of the cases. C) Seek permission to provide the feedback. Ask if it is an appropriate time or if the subordinate would prefer to select another time and place. D) Advise the subordinate that the change in behavior would have a positive impact and outcome. Q19 Written Communications and Oral Communications serve different purposes in different business situations and the appropriateness of anyone of them would depend on the circumstances creating the need for communication. Written Communication is more appropriate when: 21 | P a g e

Business Communication A) When the risk of distortions have bigger consequences B) When proof of communications is required C) When technical details need to be communicated D) All of the above Q20 information overload is: A) When information provided is more than requirements B) When information is very useful for the purpose C) When information is full of technical details D) All of the above Q21 Horizontal Communication can be defined as communication: A) Between two directors B) Between two managers C) Between two officers D) All of the above Q22 Filtering of Information is: A) Sender’s deliberate suppression or manipulation of information B) Concealment of information by the sender C) Unethical D) All of the above Q23 In Selective Perception; A) Sub-conscious mind subjectively ‘decides’ what to accept B) Stimuli considered irrelevant are ignored and rejected C) Ethics are compromised D) All of the above Q24 Semantic Noise is: A) Because of excessive use of jargon and complex words B) Because of psychological problems C) Because of physiological problems D) All of the above Q25 What is meant by the term “Noise” in communication?

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Business Communication A) Disturbance which interferes with the transmission and understanding of a message B) Reduces the effectiveness or causes confusion or affects the clarity of the message being transmitted C) Comes in from environment D) All of the above Q26 Physical noise is: A) Interference from the external environment during the conveyance of the message B) The differences in the manner in which the receiver processes and interprets the message C) Interference in the delivery of message due to differences in language, social and educational backgrounds D) All of the above Q27 Psychological noise is: A) Interference from the external environment during the conveyance of the message B) The differences in the manner in which the receiver processes and interprets the message C) Interference in the delivery of message due to differences in language, social and educational backgrounds D) All of the above Q28 Semantic noise is: A) Interference from the external environment during the conveyance of the message B) The differences in the manner in which the receiver processes and interprets the message C) Interference in the delivery of message due to differences in language, social and educational backgrounds D) All of the above Q29 Mark the correct statement(s) about nonverbal and verbal communication A) Nonverbal communication takes place even in the absence of verbal communication B) Nonverbal communication is usually considered to be more important and reliable if there is a contradiction between nonverbal communication and verbal communication C) Nonverbal communication is a more effective way of showing emotions and attitudes than verbal communication D) Allof the above Q30 Identify the medium most suitable for quick, inexpensive, effective, and reliable communication.

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Business Communication A) Email Message B) Face-to-face Conversation C) Fax D) Letter

Q31 Irreversibility of Communication is: A) What has once been said or communicated cannot be called back B) Adverse impact of the message can subsequently be somewhat mitigated C) Imposing obligation on the sender to exercise care D) All of the above Q32 Which statement is most appropriate for Inevitability of Communication is: A) It refers to the fact that individuals cannot remain isolated without communicating B) Adverse impact of the message can subsequently be somewhat mitigated C) Imposing obligation on the sender to exercise care D) All of the above

Q33 Mark the most appropriate state for Content and Relationship Dimensions of Communication A) Adverse impact of the message can subsequently be somewhat mitigated B) Relationship dimension exists between the parties in terms of family ties, status and nature of association which should be kept in perspective for understanding of the implications of the message C) Imposing obligation on the sender to exercise care D) All of the above

Q34 The term Paralanguage refers to: A) Non-verbal communication B) Speed, tone, volume, voice variations and differences in stress on words C) Vocalizations made in; crying, whispering, moaning, belching, yawning, and yelling D) All of the above

Q35 Vertical communication can be defined as: A) Managers communicate downwards when issuing instructions and briefing their teams B) Employees would communicate upwards when reporting back to their managers with updates and results on work performed 24 | P a g e

Business Communication C) Vertical communication is typically more formal as it recognizes the different levels within the hierarchy D) All of the above

Q36 Horizontal communication is: A) Horizontal communication occurs between peer groups and people of similar standing B) Horizontal communication may be formal or informal C) Horizontal communication cannot be avoided D) All of the above

Q37 Diagonal communication refers to: A) Describes the simultaneous combination of vertical and horizontal communication B) Cross-team communication when coordinating projects, innovating new ideas or problem solving C) Bypassing blockages in the usual vertical reporting line such as when a line manager is on holiday, or when technical input is required outside the usual sphere of expertise D) All of the above

Q38 In recent years the world has become arguably irreversibly reliant on ICT for conducting both personal and business activities. What are the significant developments in ICT that have driven this reliance? A) Increased bandwidth — the amount of information that can be communicated at any one time continues to grow rapidly B) Sophistication and versatility of technologies C) A and B D) None of the above

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Business Communication Chapter 2 (Business Communication) Q1 exchange of messages in a commercial environment is termed as a) b) c) d)

Communication Business communication Commercial communication None of the above

Q2 we exchange messages to a) b) c) d)

Promote image Inform and share information Make decision All of the above

Q3 A social arrangement for the controlled performance of the collective goals that has a boundary separating it from its environments is termed as a) b) c) d)

Society Group Team Organization

Q4 The effectiveness of an organization depends to a large extent on the effectiveness of communication by its a) b) c) d)

Management Employees Owners Customers

Q5 Select the add one out the characteristic that differentiate organization include a) b) c) d)

Ownership Orientation Race Legal status

Q6 The purposes of organization to exist are a) b) c) d) e)

Overcoming individual limitation Enabling specialization Synergies Accumulation and sharing of information All of above 26 | P a g e

Business Communication Q7 People or organization having stake in the organization are called a) b) c) d)

Shareholder Interest holder Stake holder Competitor

Q8 Different stakeholder influence organization with respond to a) b) c) d)

Finance Investment Competition All of the above

Q9 Which of the following levels of information is defined properly? a) b) c) d)

Strategic information: related to day to day activities Operational information: related to short term issues Tactical information: related to short term opportunities Tactical information: long term decision making

Q10 Usefulness of information can be looked or judged by a) b) c) d) e) Q11 a) b) c) d) e)

Its source Ease of assimilation Accessibility Relevance All of the above what qualities an effective message have Accurate Cost- beneficial Timely Neutral All of the above

Q12 According to its source communication can be categorized as a) b) c) d)

Internal and external communication Upward and downward Vertical and horizontal None of the above

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Business Communication Q13 Information passing through effective channels of communication is called a) b) c) d)

Informal communication Formal communication Grape wine None of the above

Q14 communication through social channel is called a) b) c) d)

Informal communication Formal communication Grape wine All of the above

Q15 which of the following is not a characteristic of formal communication? a) b) c) d)

Slow arrival Bureaucratic Accurate Malicious

Q16 Which of the following is not a characteristic of informal communication? a) b) c) d)

Harmful outcomes Trust worthy among managers Trust worthy among employees Through social network

Q17For an organization to establish an effective system of communication it needs________ of communication a) b) c) d)

Formal channels Informal channels Both a and b None of the above

Q18Business messages are a) b) c) d) e)

Spontaneous Impersonal Formal Brief All of the above

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Business Communication Q19For people unfamiliar with communication in business may perceive business messages to be a) b) c) d)

Unfriendly and aggressive Friendly and aggressive Believable None of the above

Q20which of the following is not a driver of formal business messages a) b) c) d) e)

Authority Legal regulation Objectivity Public relation None of the above

Q21Which of the following arrangements is used to plan a business messages? a) b) c) d)

Objectives, audience, style, source Objectives, receiver, structure, style Purpose, sender, style, structure Aim, seeker, format, style

Q22In a message its objectives can be divided into a) b) c) d)

Primary objective Secondary objective Tertiary objective Both a and b

Q23 the main purpose of messages is termed as its ______ a) b) c) d)

Primary objective Secondary objective Mission Aim

Q24 Effective messages can be constructed by anticipating the_______ a) b) c) d)

Objective Audience Messenger Sender

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Business Communication Q25while looking at the audience the planning stage one should also look at the following personal factors a) b) c) d) e)

Relationship Education Work environment Age All of the above

Q26while looking at the audience for writing messages context is given special importance. Which of the following is not an example of physical context a) b) c) d)

Faults in the communication medium Background noises Distraction Preoccupation

Q27which of the following is not a psychological contextual factor a) b) c) d)

Preoccupation of mind Pressures and stress Concentration and energy level Background noises

Q28A message involves deciding what you are going to say and how you say it a) b) c) d)

Styling Structuring Editing None of the above

Q29Key consideration for structuring includes a) b) c) d)

Volume Selecting and grouping material Ordering the messages All of the above

Q30while structuring the message which of the following is correct in considering the volume of information a) b) c) d)

Give something extra Sort data chronologically only Avoid information overload 100% accuracy should be incorporated 30 | P a g e

Business Communication Q31while ordering the message the audiences _______ is kept in mind a) b) c) d)

Interest Benefit Mood Attitude

Q32Usually while the receiver is already interested in the piece of news, the main message should be given at the ________ a) b) c) d)

Start Middle End Randomly

Q33If you need to deliver both good news and bad news always a) b) c) d)

Start with bad news Start with good news Give both good and bad news simultaneously Don’t give any news at all

Q34using the right words in the right order to achieve your message objective are termed as a) b) c) d)

Communication style Communication structure Communication objective None of the above

Q35components of styles include a) b) c) d)

Tone Interest and personality Vocabulary and syntax All of the above

Q36Maintaining positive tone means a) b) c) d) e)

Express ideas positively rather than negatively Emphasize on right words Considering at personal or impersonal elements None of the above All a, b, c

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Business Communication Q37KISS stands for a) b) c) d)

Keep it simple, silly Keep it simple, stupid Keep it soft, silly Keep it social, stupid

Q38Humor in message should be used a) b) c) d)

Always Occasionally Once Never

Q39Humor should be in accordance with the receiver a) b) c) d)

Culture Interest Educational background All of the above

Q40while framing a persuasion message the sender should be a) b) c) d)

Flexible Tactful Listen All of the above

Q41To deliver a message the composer should be conscious of the following factors to select an appropriate medium a) b) c) d)

Time and sensitivity Cost and written record Complexity and need for interaction None of the above

Q42Good listeners are associated with the following skills a) b) c) d) e)

Open mindedness avoiding bias and judgment They are patient They take notes to help remember later They are good at picking main idea of message All of the above

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Business Communication Q43Which of the following does not facilitate brain storming? a) b) c) d)

Meeting Committees Conference Interviews

Q44A successful committee demonstrates which qualities a) b) c) d) e)

Their benefit outweighs their cost Appropriate skills and experience of member are podded Appropriate size Has well defined areas of authority, time scale and scope All of the above

Q45Team briefings are given to a) b) c) d)

Aid commitment and understanding of workforce To communicate management decision To reduce disruption and rumors All of the above

Q46the advantage of oral communication includes a) b) c) d) e)

Timeliness Flexibility Instantaneous interaction Combining non-verbal cues with verbal cues All of the above

Q47the disadvantage of oral communication includes a) b) c) d)

Lack of audit trail Need for spontaneity Dominant personalities can prevail over logical All of the above

Q48Which of the following is/are properly defined a) b) c) d)

Reports: a brief letter sent for internal communication Memos: formal messages sent for external communication Reports: formal communication often used to convey complex and substantial information Notice board: a static platform to communicate written messages to large audience

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Business Communication Q49Which of the following is not an example of electronic medium? a) b) c) d)

Voice – mails Web blogs Telephone Emails

Q50Which of the following is the richest medium? a) b) c) d)

Written Oral Electronic Visual

Q51Using pictures, graphs, charts etc. to communicate message is called a) b) c) d)

Oral communication Written communication Visual communication Electronic communication

Q52Which of the following description define flipcharts? a) b) c) d)

Printed notes and diagrams distributed to delegates Large pad of papers mounted on easy frame Freeze frame photographs None of the above

Q53Conveying messages without using words is called a) b) c) d)

Non-verbal communication Verbal communication Formal communication Informal communication

Q54slamming of a door while an argument is termed as a) b) c) d)

Verbal communication Offensive communication Non-verbal communication Symbolic communication

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Business Communication

Q55Non-verbal communication can be used to a) b) c) d) e)

Create impression Reinforce spoken messages Provide feedback Establish desired atmosphere All of the above

Q56Non-verbal communication may involve a) b) c) d) e)

Gesture and personal appeal Proximity and kinesis Facial expression and movements All of the above None of the above

Q57Confirmation of the receiver that he has received and understood the message transmitted by the sender is called a) b) c) d)

Distortion Feedback Redundancy Transmit ion

Q58Sending of a message to an invalid email address is an example of a) b) c) d)

Distortion Noise Feedback Redundancy

Q59when the receiver of a message cannot understand the message because the sender has composed the message too complex or technical it is called a) b) c) d)

Distortion Noise Feedback Redundancy

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Business Communication Q60Usually repetition is unnecessary and serves to undermine the underlying message. However it can be most fruitful when there is________ a) b) c) d)

Noise Distortion Both a and b None of above

Q61The resolution of differences through discussion is termed as a) b) c) d)

Argument Conflict Competition All of the above

Q62Rival pursuit of a common prize is called a) b) c) d)

Argument Conflict Competition All of the above

Q63The behavioral outcome that occur between graphs when participants of one group perceives that other group may block their goals is termed as a) b) c) d)

Argument Conflict Competition All of the above

Q64Conflicts which defines problems and encourage creativity is called a) b) c) d)

Constructive conflict Destructive conflict Friendly conflict Progressive conflict

Q65Conflict when distract attention and become a source of inhabiting communication it becomes a) b) c) d)

Constructive conflict Destructive conflict Extreme conflict Dangerous conflict

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Business Communication Q66Which of the following tactics is not used to generate constructive conflict? a) b) c) d) e)

Withholding information Filtering of information Empire building Fault finding Applauding ideas

Q67managers will need to judge the best medium and channels for handling the conflict resolution which may incorporate an incremental approach as follows a) b) c) d)

Informal face to face conversation, written warning, fines or dismissal, verbal warning Informal face to face conversation, written warning, formal written warning, fines and dismissal None of Above All of above

Q68Tactics to address /solve general organization conflict may include a) b) c) d) e)

Alter the individual Alter the conflict Alter the relationship Alter the issue All of the above

Q69To suggest the truth or existence of something that has not been expressly stated is called a) b) c) d)

Imply Conflict Compete Communicate

Q70. Negative messages can be delivered through following the arrangement given below a) b) c) d)

Buffer, explanation, main news, gives alternative, end with positive statement Buffer, explanation, gives alternative, main news, end with positive statement Buffer, end with positive statement explanation, main news, gives alternative Buffer, main news, gives alternative, explanation, end with positive statement

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Business Communication ICAP Question Bank chapter 2 Q1Which of the following correctly describes the mentioned level of information? A) Tactical: day to day activities — e.g. weekly ordering of new supplies B) Strategic: Short-term issues and opportunities e.g. 1 year plan including switching a key supplier in 5 months’ time C) Operational: Long-term decision making e.g. 3-5 year plan including opening a new factory in 4 years’ time D) Tactical: Short-term issues and opportunities e.g. 1 year plan including switching a key supplier in 6 months’ time Q2 Which of the following are distinguishing features between business messages and social communications? A) B) C) D)

Lack of spontaneity, impersonality, brevity Lack of spontaneity, formality, accuracy Impersonality, logic, brevity Networked, objectives and accuracy

Q3 Which of the following written communications might you typically find used in a business? A) B) C) D)

Reports and memos Letters and organization manuals Invoices, purchase orders and sick forms All of the above

Q4 Which of the following is not a non-verbal communication technique? A Firm handshake B Signed invoice C Yawn D Informal dress

Q5 Which of the following best describes information redundancy? A) Information that is released by Human Resources to an employee when they are made redundant B) Information that is submitted by an employee when they apply for voluntary redundancy C) Repeated information that is unnecessary and serves to undermine the underlying message D) The recipient of the message was not paying proper attention

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Business Communication

Q6 The effectiveness of an organization largely depends on A) B) C) D)

Number of stakeholders involved Effective communication by manager and employees Defining goals of communication Large number of users of information

Q7 While framing communication with the various stakeholders’ attention must be given to: A) B) C) D)

The relationship of the stakeholders and the content of the message The relevant interest of the stakeholder Correct grammar and good vocabulary Clarity conciseness and complete information

Q8 Usually there are three levels within the organization at which messages are communicated. Choose the correct option from following sentences relating level and impact. A) Strategic: Ordering the monthly paper supplies. B) Operational: Opening a new outlet in the suburbs to capture the niche market. C) Tactical: Selling up additional units to increase capacity by the end of the second quarter. D) Operational: Opening up a separate operations unit in Lahore, Pindi and Peshawar within the five years.

Q9 Information is valuable when A) Relevant Accessible, Authentic, Accurate B) Accurate, Accessible, Authentic, Clear, Relevant, Timely C) Accessible, User friendly, Accurate, Authoritative D) A,B and C E) None of above Q1O Which one of the following example shows usage of Internal Source of information? A) HR and payroll departments of company B) Internet C) Communication received from supplier regarding new products D) Accounts and financial Statements for the year Q11 While planning business messages what should be the key considerations? Choose as many as applicable. A) purpose is the communication should be clear B) anticipate the answer of the audience while planning

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Business Communication C) focus on content, order and emphasize the right points D) cater the message according to the audience and using appropriate style Q12 Au bought a new Entertainment set online. The company shipped the item within the timelines. However within two days of installation the QVD player and the speakers malfunctioned and caused a short circuit in his room. Ali was very livid and decided to sue the company, prior to that he wanted to write them a letter. Choose the correct objectives from the following A) Inform the company of the fault and the damage B) Appreciate the timely delivery of the set C) Threaten them of suing if not replaced or reimbursed D) Request for the replacement and persuade them of the claim Q13 Au bought a new Entertainment set online. The company shipped the item within the timelines. However within two days of installation the DVD player and the speakers malfunctioned and caused a short circuit in his room. Au was very livid and decided to sue the company, prior to that he wanted to write them a letter. Who should Ali be addressing in order to make his communication more effective? A) Managing Director of the shipping company B) Managing director of the manufacturer C) The Head of the online site where he booked the order D) Customer Relations I Head of the manufacturing Q14 Ali bought a new Entertainment set online. The company shipped the item within the timelines. However within two days of installation the DVD player and the speakers malfunctioned and caused a short circuit in his room. API was very livid and decided to sue the company, prior to that he wanted to write them a letter. What considerations should All make while structuring the message A) Detailed account of how much he wanted the set and how disappointed he is with the company B) Include all the relevant details like the order number, the receipt number and the response of the local call centre when complained in chronological order C) Accurate account of the damage caused by the short circuit D) Request for replacement after making a case of the damage Q15 All bought a new Entertainment set online. The company shipped the item within the timelines. However within two days of installation the DVD player and the speakers malfunctioned and caused a short circuit in his room. All was very livid and decided to sue the company, prior to that he wanted to write them a letter. What style should he use? A) Write in an angry tone using caps lock to emphasize the message B) Use colorful language to get the point across C) Emphasis appropriately using a polite tone for requesting the replacement D) Show tact and be open to feedback Q16 While choosing the appropriate media and channel for communication what factor is not important to be considered? A) Urgency and time available B) Need of audit trail 40 | P a g e

Business Communication C) Cost of interaction D) Personal preference of the sender Q17Which of the following does not contribute to effective listening skills? A) Keep an open mind free from biasness B) Be able to identify main idea, supporting issues and the key issues. C) Avoid distortion and noise D) Focus completely on taking notes Q18 The mode of communication of Meeting is A) Formal B) Informal C) Dependent on the purpose and audience of the meeting D) Dependent on organization culture Q19 A successful committee is one where A) All members have appropriate skills and experience B) Chairman is an effective leader C) The scope of the committee is well defined and communicated to all members D) Written communication is fast and effective E) All of above Q20 A good way to increase workforce commitment is A Monthly Mondays meeting with the HOD regarding project progress B Subcommittees within the department to divide the work C Team briefings to discuss of problems project updates in a friendly environments D All of above Q21. Which one of the following is not an advantage of oral communication? A Timeliness B Flexibility C lack of audit trail D instant feedback Q22 Rahman has just joined the organization as the MD. He is not satisfied with the communication channels used within the organization. The organization uses the memos instead of telephone calls within the departments, the manual of staff was last updated three years ago, most of the employees remain unaware of the achievements of the other departments and other stations. The news gets through faster from the grapevine than the formal communication, with the latter being perceived as ineffective slow and incomplete. If there is any announcement to be made it is posted on the Notice board, usually towards the end of the office hours thus very few people notice it. The office relies heavily on paper work with the forms available for even requesting stationary. In this situation Rahman wants to turn around the communication. The first step is towards faster credible formal communication. Choose the appropriate action which will ensure faster communication of the HR and make it more credible. 41 | P a g e

Business Communication A Installing loudspeakers and announcements made through them while people work B Making the notice board viewing as mandatory C Strictly make the HR manager follow the timelines to ensure fast effective and complete information be circulated to all employees through email and on the notice board before the second half. D Reduce the paper work by allowing social media updates and informal communication to be considered as formal. Q23 In the same example, Rahman wants to create open communication and increase interaction of workforce to create a friendly environment. A Monday meetings with the department heads and the departments regarding the new tasks for the week and the update of last. B Open door policy for the HODs with diagonal communication allowed. C Memos to be sent via email and only to confirm the oral communication once decision is made. D Monthly Newsletter for the organization which will include the achievements of the staff as well as update of the activities of organization. E Develop guidelines for communication in Manual. Q24 In the same example Rahman wants to reduce paperwork. Choose the appropriate action which will ensure the same. A Introduce an online system with forms and requisitions. B Only keep written communication for external communications to prepare for audit trail C Make online dashboard and do away with the Notice Board D All of above E Only a and c

Q25 In the same example, Rahman wants to update the staff manual regarding the mechanism of communication of the organization Choose the appropriate action which will ensure the same. A Lateral communication pattern to be followed B Vertical communication pattern to be followed C Lateral communication with emphasis on e communication systems for internal use D Both Lateral and vertical communication with internal communication done through e — systems Q26 Visual Communication can achieve greater impact in shorter time. Which of the following is not an example of visual communication? A Using Whiteboard in the presentation B Showing a movie during a training session

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Business Communication C Visualizing the senders reaction while communicating D Using flip charts slides to emphasize a point Q27 Non-verbal communication can be used to convey a message from or about the person giving them. Which of the following is not an example of visual communication? A Smiling at the client while entering B Yawning during the presentation C Yelling loudly at the manager for the wrong information D Slamming down the phone after disagreement Q28 Ali asked Sara for a report on project feasibility for the new product. She failed to submit the report even after two days. Choose which action would have prevented the failure. A Ali requesting feedback from Sara regarding the task B Ali sending sample report for Sara to understand C Sara asking Ali to clear up her confusion D Both Sara and Ali should have communicated regarding the task after initial email Q29 Distortion can be removed by A Understanding the recipients attitude B Removing redundancy C The mail server is out of order D The recipient is not knowledgeable enough to understand the message Q30 Which one of the following is the correct illustration A Conflict: two departments head on head to win the most productive department of the organization B Argument: Manager supply chain and supplier disagree on the price quote with the manager finally bringing it down C Competition: Solving the matter about which product will be launched first after a long discussion in the meeting. D Conflict: The supply chain felt the new procurement policy by the administration will derail their purchases setting them back on the targets Q31. Effective communication can resolve any conflict, which one of the following is not the correct illustration A Bringing both the parties face to face to talk out the problem B Reprimanding the officer for the not cooperating with the new manager C Changing the department of the employee after repeated warnings to diffuse disagreements within the department D Pretend the conflict never happened and deny its impact Q32 When delivering negative messages following consideration (s) need to be made A Good news first and end at positive statement B Avoid repeating the bad news C Offer an explanation 43 | P a g e

Business Communication D Present the bad news in a very vague manner E Present an alternative Q33 It is a well acknowledged fact that all forms of External and Internal Written Business Communications have an inherently formal and impersonal style which do not necessarily reflect the personal characteristics/traits of the individuals responsible for the communication. What are reasons for that: A Upholding of Authority and Impartiality B Corporate Image and Effectiveness C Business Regulations and Appropriate Record-keeping D All of the above Q34 Following sentence converted into positives statement, mark the ‘C’ that has been missed in this conversion: The Board rejected three of the twelve proposals submitted by the management. The Board confirmed nine proposals submitted by the management. A Conciseness B Clarity C Concreteness D Correctness Q35 Following sentence converted into positives statement, mark the ‘C’ that has been missed in this conversion: We shall not give discount on orders worth less than Rs. 10,000. We would be able to give discount on big orders. A Conciseness B Clarity C Concreteness D Correctness Q36 Following sentence converted into positives statement, mark the ‘C’ that has been missed in this conversion: We would not be able to complete the order before the end of the month. Your order will be executed as soon as possible, we promise, as we always keep our promise. A Conciseness B Clarity C Concreteness D Correctness Q37 Following sentence converted into positives statement, mark the ‘C’ that has been missed in this conversion: Employees’ tea breaks should not be longer than 15 minutes. Employees can take 15 minutes tea breaks on all working days. 44 | P a g e

Business Communication A Conciseness B Clarity C Concreteness D Correctness Q38 Following sentence converted into positives statement, mark the ‘C’ that has been missed in this conversion: We cannot begin the printing work until all the revisions are reviewed. We will begin the printing work after revisions. A Conciseness B Clarity C Concreteness D Correctness Q39 Following sentence converted into positives statement, mark the ‘C’ that has been missed in this conversion: We do not provide insurance cover for a period of less than six months. The minimum period for which we provide insurance cover is six months and you have to pay for it. A Conciseness B Courtesy C Concreteness D Correctness Q40 An empirical research study of a sample of approximately five hundred diversified business organizations showed that communication skills were lacking in a large number of candidates who had applied for managerial positions. What are the different ingredients of good communication skills that employers seek and expect from the prospective applicants for managerial positions? A Organize ideas and information in a coherent and complete form B Express and present ideas and information in a logical and persuasive manner C Effective listening to understand what people are really telling them D All of the above Q41 Managerial communication demands great skills and understanding of the audience. Respecting the audience requires: A Communicate effectively with individuals of different backgrounds B Use communication technology effectively and efficiently C Communicate in a presentable and ethical manner D All of the above Q42 As an informal communication network, Grapevine exists in all big organizations and transmits information through unofficial channels. What defines Grapevine networks? A Mostly among workers, but it is also prevalent among managers B Flows in all directions in the organization, spatially and hierarchically 45 | P a g e

Business Communication C People-oriented rather than work-oriented D All of the above Q43 As an informal communication network, Grapevine exists in all big organizations and transmits information through unofficial channels. What is not true for Grapevine networks? A Gets stronger when official communication channels are weak B social and personal interaction of the employees exists C Only oral communication D Communication is very fast Q44 Nonverbal communication does not include: A Individual’s appearance B Contradiction with verbal message C Attitudes D Universal cultural dimensions Q45 Purpose(s) of Upward Communication are: A Provides feedback to the managers B Updates managers about the progress of assignments C Informs managers about subordinates’ feelings and morale D All of the above Q46 Characteristics of Formal Communication patterns in a large-size business organization are: A The communication flows within the prescribed channels of chain of command B The speed of formal communication is generally slow C The messages are considered as true and authentic versions of official policies D All of the above Q47 All are true for Formal Communication EXCEPT: A Distortion problems in process of formal communication are maximum B The process of formal communication is expensive and time-consuming C The process of formal communications has restrictive implications D Information of confidential nature should not be divulged to everyone Q48 The prime purpose of Visual Presentation Aids such as pictures, drawings, charts, etc. is to communicate with greater clarity and to increase the level of understanding among the audience. What considerations should be kept in perspective to achieve optimum benefits of Visual Presentation Aids? A Visual Aids should be used to highlight and give greater credibility to key points B Visual Aids must be clearly visible to the entire audience C Visual Aids should be displayed only at the relevant points in the speech D All of the above

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Business Communication Q49 The prime purpose of Visual Presentation Aids such as pictures, drawings, charts, etc. is to communicate with greater clarity and to increase the level of understanding among the audience. All are true for visual aids EXCEPT: A Should contain information which can be easily comprehended by the audience B Clip Arts from well-known sources should be avoided as it shows lack of original professional knowledge of the subject C After offering the explanation, the speaker should immediately turn face towards the audience and continue to speak D Visual presentations aids can be used in limited cases Q50 An effective system of internal communication network functions include all EXCEPT: A Disseminates information B Encourages team effort amongst employees C Directs communication to concerned individuals D Selects appropriate channels of informal communication Q51 An effective system of internal communication network functions include all EXCEPT: A Disseminates information B Encourages team effort amongst employees C Directs communication to concerned individuals D Selects appropriate channels of informal communication Q52 Who are the stakeholders in a business: A The Government and its agencies B Trading partners C Directors, managers, employees and trade unions D All of the above Q53 Strategic level information is: A Useful to the most senior of employees and assists long-term decision making B Useful to the middle level of management and considers short-term issues C Relevant to production staff in day-to-day activities D All of the above Q54 Tactical level information is: A Useful to the most senior of employees and assists long-term decision making B Useful to the middle level of management and considers short-term issues C Relevant to production staff in day-to-day activities D All of the above Q55 Operational level information is:

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Business Communication A Useful to the most senior of employees and assists long-term decision making B Useful to the middle level of management and considers short-term issues C Relevant to production staff in day-to-day activities D All of the above Q56 Key qualities of useful business communication include: A Accurate, Complete, Cost-beneficial, User-targeted B Relevant, Authoritative, Timely, Easy to use C A and B D None of the above

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Business Communication Chapter 3 (Seven C’s of effective communication) Q1 The problem with the spinning department is its inability to control the high rate of energy wastage. From the following options which is correct sentence? a) The performance of spinning department can be improved by hiring efficient labour b) The performance of the spinning department can be improved by implementing more efficient energy utilization measures. c) The performance of spinning department can be improved by implementing new policies d) The performance of spinning department can be improved by changing at management level Q2 In the event of your failure to make payment of your overdue account within 7 days , we would have no other alternative but to tell our legal advisors to initiate legal proceedings against you. Select correct sentence from the following options? a) We would request you to refer the matter to our legal advisor b) We would request you to please make payment within 7 days in order to prevent us from referring the matter to our legal advisors. c) We would request you to make payment within 7 days in order to refer matter to legal advisor d) We would not request you to make payment and give impression of bad debt Q3 it is not possible for us to repair and replace the damaged parts of your generator in one day. We would require 2 days to complete the job. Choose correct answer from the following? a) We would be able to repair your generator and will not be able to replace the damaged parts in one day b) We would be able to repair your generator and also replace the damaged parts in 2 days. c) We would be able to repair generator and replace damaged parts at your cost d) It is impossible to repair and replace within 1 day Q4 your salesman told a lie and misled me to purchase from your shop a dress made of mixed silk and polyester fabric instead of 100 percent silk cloth as claimed by him. a) The dress which I had purchased from your shop is made of mixed silk and is 100% silk cloth as stated by you. I would have purchased if it was 100% silky. b) The dress which I had purchased is mixture of silk and polyester as stated by your salesman and I had not purchased it from your shop. c) The dress which I had purchased from your shop is made of mixed silk and polyester fabric and not 100 percent silk cloth as stated by your salesman. I would not have purchased the dress if I had known that it was not made of 100 percent silk cloth. d) The dress which I had purchased from your shop is 100% polyester and I purchased from your shop after your salesman statement.

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Business Communication Q5 if you fail to return the complete advertisement contract form along with a cheque for RS. 250,000 by September 30,2011 your reserved space in the next issue of our magazine ‘Fashion Trends’ will be cancelled and would be sold to another customer. a) Please send us the completed advertisement contract along with cheque for Rs.250,000 by the September 30,2011 to remove the space booked by you in the next issue of your magazine ‘Fashion Trends’ b) Please return the completed advertisement contract from along with a cheque for Rs.250,000 by September 30,2011 to leave the space booked by you in the next issue of magazine. c) Please send us the completed advertisement contract from along with a cheque for Rs.250,000 by September 30,2011 to retain the goodwill by you in the next issue of your magazine ‘Fashion tender’ d) Please send us the completed advertisement contract from along with a cheque for Rs.250,000 by September 30,2011 to retain the space booked by you in the next issue of your magazine ‘Fashion Trends’. Q6 our company has a strict policy not to accept orders or amounts of less than Rs. 2.5 million. Select correct sentence from the following? a) b) c) d)

Our company accepts orders of Rs.2.5 million or less Our company not to accepts orders of Rs.2.5 million or more Our company accepts orders of Rs.2.5 million or more Our company accepts orders up to Rs.2.5 million or equal

Q7 the employee’s lunch break should not be longer than 45 minutes. Select one from the following? a) b) c) d)

The employees cannot avail lunch break for 45 minutes The employees can avail the lunch break for 45 minutes The employees lunch break might not be for 45 minutes A,C

Q8 the inter-city Express Bus Service will not wait for more than 15 minutes at any stop. Select correct sentence from the following options? a) b) c) d) Q9

The intercity bus service will wait only for 15 minutes The intercity bus service will wait for 15 minutes at all stops. The intercity bus service will not wait less than 15 minutes None

we do not offer discount to customers who want credit facilities. Select the correct option? a) b) c) d)

We offer discount to customer who credit facilities within reasonable time We offer discount to all those customers who make cash payments Both of the above None

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Business Communication Q10 do not apply for the position of Security Office if your height is less than 185 centimeters. Select correct option from the following? a) You may not apply for the position of security officer if your height is 185 centimeter or less b) You may not apply for the position of security officer if your height is 185 centimeter or more c) You may apply for the position of security officer if your height is 185 centimeters or more. d) None of above Q11

you should not use this type of paper in the photocopying machine. Choose correct sentence? a) b) c) d)

You cannot use paper in photocopier machine Good type of paper is suitable for the photocopying machine None A, B

Q12 we have wasted an amount of Rs. 500,000 by advertising in that new Health Magazine. Select correct sentence from the given options? a) The expenditure of Rs 500,000 on advertisement in the new Health Magazine contributed little in bringing it build goodwill for the company b) The expenditure of PRs 500,000 on advertisement in the new Health Magazine contributed more in bringing old customers for the company. c) The expenditure of PRs 500,000 on advertisement in the new Health Magazine contributed little in bringing new customers for the company. d) None of the above Q13 we regret to inform you that we must deny your request for sale of furniture on credit. Select correct options from the following? a) b) c) d)

We regret to sell furniture on credit basis We sell furniture on cash basis Both A , B None

Q14 Decline in sales from Rs. 80 billion to Rs. 50 million is due to the very poor performance of the previous management and this new management certainly cannot be held responsible for this downslide. Select the correct options from the given sentences? a) The new management will work efficiently to increase the sales from Rs 50 million to Rs 80 billion as was the level of sales in the past. b) The new management will work efficiently to increase the sales from Rs 50 million to Rs 80 billion according to business future plan. c) Due to bad performance of old management sales level has been decline from 50 to 80 million d) Both A, B

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Business Communication Q15 you have been sitting on our order for supply of cement for the past two months. We want the delivery of the consignment now as we cannot wait any longer. Choose correct options from the following? a) We placed the order for the supply of cement two month ago. It is still being awaited. b) We are placing the order for the supply of cement since two month c) Both of the above d) All Q16

the board rejected three of the twelve proposals submitted by the management. Select correct sentence from the following? a) b) c) d)

Q17

we shall not give discount on orders worth less than Rs. 10,000.select the correct sentence? a) b) c) d)

Q18

Employees tea-break will be up to 15 minutes Employees tea-break should be lesser than 15 minutes Employee’s tea-breaks shall be of 15-minutes. Both b and c

We cannot begin the printing work until all the revisions are reviewed. A. B. C. D.

Q21

We can complete the order before start of next month We would be able to complete the order before the start of the next month We would have been able to complete the order before the start of the next month All

Employees’ tea breaks should not be longer than 15 minutes. a) b) c) d)

Q20

We shall not offer discount on orders worth Rs 10,000 and above We shall not offer discount for more than 10,000 We will offer cash discount on order of 10,000 or more. All of the above

we would not be able to complete the order before the end of the month. Select the correct option? a) b) c) d)

Q19

The board rejected three proposal submitted by management The Board accepted Nine out of Twelve proposals submitted by the management. The board accepted nine written proposal offered by management Both b and c

Printing work will begin after having reviewed all the revisions. Printing work will begin after all the revisions are reviewed. Printing work will begin after all the revisions were reviewed. a and c

We do not provide insurance cover for a period of less than six months. A. We provide insurance cover for a period of six-month and above. 52 | P a g e

Business Communication B. We can provide insurance cover for a period of more than six month C. Only a D. None of the above Q22

Message is said to be _______ when it has all necessary or appropriate parts a) b) c) d)

Q23

Completeness Conciseness Clarity Correctness

To achieve completeness which of the following should be adopted? a) b) c) d)

Check for four W’s Give something extra when required Answer all questions asked All of the above

Q24 message is said to be ________ when it gives a lot of information clearly and in fewest possible words. a) b) c) d) Q25

Completeness Conciseness Clarity correctness

To achieve conciseness which of the following should be adopted? a) b) c) d)

Use wordy expressions Only relevant information should be included Put actions in nouns All of above

Q26 Message is said to be _______ when it is carefully written so not to inconvenience or harm others. a) b) c) d) Q27

consideration is achieved by a) b) c) d)

Q28

considerate Courtesy Clarity correctness

converting every “I” into “You” Exhibiting interest in audience and empathize with them Emphasize the positive Both a and b

business messages are said to be ____ when they are specific or definite in nature. a) Courteous 53 | P a g e

Business Communication b) clear c) concrete d) concise Q29

messages become concrete when a) b) c) d)

supported with specific facts and figures statement s are general and vague both a and b none of above

Q30 messages are ______ when the idea in the senders head is properly transferred into the receivers head. a) b) c) d) Q31

Messages become clear when contain a) b) c) d)

Q32

being sincere, tactful and thoughtful use respectful expressions use non-discriminatory expressions all of the above

messages are said to be _____ when they are free from error; in accordance with fact or truth. a) b) c) d)

Q35

considerate Courtesy Clarity correctness

you can become courteous in your messages by a) b) c) d)

Q34

Exact, concrete, familiar and appropriate words Effective sentences and paragraphs Unity of ideas All of above

messages are ______ when they are polite in attitude and behavior. a) b) c) d)

Q33

Courteous Correct Concrete Clear

Clarity Correctness completeness Courtesy

correctness can be achieved by a) Using appropriate and correct language b) Using precision and accuracy of figures and facts 54 | P a g e

Business Communication c) Using correct punctuations d) all of the above

ICAP Question Bank chapter 3 Q1 Which of the following appear in the 5 W’s checklist? A Who, when, why, whichever B Why, words, whichever, when C Why, where, when, what D Work, words, what, when Q2 Which of the following transitions achieves conciseness? A Change “we use” to “we make use of’ B Change “provides authentication for” to “authenticates” C Change “I believe” to “it is my belief that” D Change “indicates that” to “is an indication that Q3 Which of the following only includes negative terms? A Unfair, trouble, generous, regret B Happy, loyal, trouble, helpless C Reject, trouble, pleasure, thanks D Unhappy, unfair, regret, unfavorable Q4 Which of the following phrases provides the most clarity? A We will speak immediately after the meeting B The raison d’être is hitherto unknown C A statement of payment will be sent shortly D Remuneration is expected to be circa. market rate Q5 Which of the following correctly describes a less formal alternative? A Instead of “try” use “Endeavour” B Instead of “find out” use “ascertain” C Instead of “interrogate” use “question” D Instead of “think” use “deem” Q6 The effectiveness of communication can be understood from the A Seven Principles of Communication B Seven C’s of effective communication C Understanding principles of completeness and clarity D Appreciating the need of the sender and the recipient 55 | P a g e

Business Communication Q7 In order to ensure completeness in the message, consideration should be given to: A The relationship of the recipients and the content of the message B All the information is included C Five W’s checklist; who what where why when D Summarizing maximum information into minimum words Q8 A complete message will include the following features, choose all that apply A Provides all the information necessary B Anticipates the recipients responses and reduces the subsequent communication C Persuasive style D Addresses all the questions previously raises or pre-empt the questions of the sender Q9 Conciseness is very important for effective business communication. It can be achieved by: A Avoiding verbosity B Using bullet points C Cutting down on the information keeping it to bare minimum D Include only relevant information without forging the other 7Cs Q1O Which of the following is not included concise message A Avoids Unnecessary repetition B Curt and to the point C Avoids Passive voice * D Avoids long introduction and highlights the main message Q11. Consideration in business communication is depicted by A Putting needs of audience before own B considering the feelings and background of audience C Focusing on You attitude with the a D Putting the needs of audience while ensuring completeness of message Q12 Au was asked to write a letter of regret to the customer for the refund. The refund was regretted as the damage to the appliance was found to be from low voltage and not the internal fault as quoted by the customer. The customer had taken the appliance on installments and is still required to pay the remaining amount. However the company has a policy where the customer will be able to get a discount of 25% till the completion of the installments on every purchase. He sent letter emphasizing how the customer had tried to defraud the company and yet the company is giving him the discount offer. The customer wrote a letter threatening to sue for bad customer service. Choose what Ali did wrong in the letter.

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Business Communication A Did not apologies for the fault of the purchase B Accused the customer of defrauding C The You attitude was condescending D All of the above Q13 In the same example what could have Ali done to make it more effective communication. 1 Acknowledge the disappointment of the customer 2 Clarify the reason for the fault and extent of the damage 3 Appreciate the trust and the loyalty of the customer 4 Regret the refund citing policy matters 5 Inform of the incentive of alternate discount 6 Inform of new products of the similar range 7 Ask him to take it to the maintainer of building rather than asking them for discount A 1,3427 B 1,3,5,6,2,4 C All of above D 2,4,5,6,3 Q14 Concreteness in a business communication means A Including definite details B Including specific, vivid imaginative details C Including general vivid authentic details D Including specific, vivid, clear, explicit details Q15 Which of the following is not the advantage of concreteness in business communication? A Distortion is avoided B Message is not misinterpreted C Shows professionalism and increases reputation of the sender and the receiver D Message is more persuasive and compelling Q16 Clarity in the business communication requires the message to be A Goal oriented B Short and simple C Containing only one idea D Coherence in ideas to enhance the meaning of the message Q17 Clarity in a message can often be confused with A Concreteness B Conciseness

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Business Communication C To have a single purpose D Facts and figures Q18 Zain had a brainwave regarding a persistent problem at work while sitting in the cafeteria. He decided to share it with his boss. He explained the crux of solution in a five page note and submitted it, however he was told that it seems to be too magnanimous and no one could picture the solution. What could have gone wrong? A Zain was unable to give proper facts and figures to support his idea B The boss did not want to go through the whole five pages C The idea was lost in the pile of too much information D There was no clarity in his communication; he had just jotted down his thought process Q19 Read the following sentence: the trend of violence in children because of the unsupervised television and social media usage is increasing rapidly. Choose the statement which depicts the message clearly. A The trend of violence in children is increasing rapidly because of unsupervised television and social media usage B The trend of violence is increasing rapidly due to unsupervised television and social media usage in children C The trend of violence in children is increasing rapidly due to unsupervised television and social media usage. D Children are getting more violent due to unsupervised television and social media usage Q20 Courteous messages demonstrate the following attributes: A Respectful B Sincere and tactful C Unbiased D Politeness in sender’s attitude, respecting and considerate to the recipient’s personality. Q21 Correctness in business communication implies that the message contains; A No factual errors B No grammatical, punctual errors and appropriate language C No grammatical, punctual, language errors, is complete and well timed D In accordance with truth Q22 Choose the correct illustration of “All of almost everyone allows for the security guard to go through their belongings”. A Everyone allowed the security guard to go through their belongings B Almost everyone allowed the security guard to go through their belonging.

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Business Communication C All allowed the security guard to go through their belongings D Almost everyone allowed the security guard to go through their belongings Q23 For a message to be effective it needs to be A Complete, polite, authentic, error free, clear, short, curt B Complete, considerate, accurate, definite, clear, polite, comprehensive C Relevant, considerate, truthful, general, clear, concise, emphatic D Complete, brief, clear, gracious, concrete, correct, considerate

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Business Communication Chapter 4 (Listening Skills) Q1. being alert and ready to hear something defines a) Listening b) Hearing c) None of the above Q2. Listening means, a) Giving ones attention to speakers physical features b) Giving ones attention to a sound c) Giving ones attention to a speak d) Both Q3. Biomechanical process of perceiving a sound with the ear is called a) Listening b) preserving c) Hearing d) None of the above Q4. we could ______ The dog barking outside while we ______ the music last night a) Listened, Hear b) Hear, singing c) Hear, Listened d) Either a or b Q5. _________ Is a key component of interactive communication process a) b) c) d)

reading Listening Hearing Speaking

Q6. The ability to accurately receive message is called a) understanding b) Listening c) Hearing d) None of the above Q7. Absence of good listening skills can substantially increase _______ In the message being communicated a) Misunderstanding b) Misinterpretation 60 | P a g e

Business Communication c) Misattention d) None of the above Q8. Listening involves being aware of a) Only non-verbal cues b) Verbal and non-verbal cues c) Only verbal cues d) Both b and c Q9. The ability to effectively listen incorporates the ability to, a) Identify and imitate the message b) Perceive and understand all the components of the message c) Interpret and perceive important components of message d) Both

Q10. Mr. Arif is always found complaining about his workgroup in the organization yet he was spotted by the senior manager laughing and cracking jokes with the m many times. He is sending ______message a) Inconsistent verbal and non-verbal b) Consistent verbal and non-verbal c) Inconsistent non verbal Q11. Adler Rosenfeld and Procter states that an average adult spends _____ of their time engaged in some sort of communication a) 90% b) 70% c) 80% d) Both b and c Q12. on a) b) c)

An average adult spends 70% of his time communicating of this ,an average of 45% spends

Q13. a) b) c)

Of the 70% time spent by average adult in communication ,30% is spent on Speaking Talking Hearing

Hearing Speaking and hearing Listening

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Business Communication Q14. a) b) c)

Studies suggest that people only remember ________ Of what they hear 25% to 50% 20% to 30% 30% to 50%

Q15. which type of listeners are impatient and focus mainly of achieving their goals quickly and efficiently a) Result oriented speaker b) None of the above c) Results oriented listeners Q16. a) b) c)

Information oriented listeners deem result oriented listeners as Arrogant and patient Arrogant and impatient Both a and b

Q17. a) b) c)

Result oriented listener seek many of information oriented and people focused listener as Inattentive and time saver Focused and but bad listener Unfocussed and time wasters

Q18. Mr. Zia is a high achiever in his organization, always quick and efficient. However he is presumed to be arrogant among his peers as he tries to rush everyone to make their point more quickly when talking to him. What type of listener is Mr. Zia a) Speaker and listener b) Results oriented listener c) Both Q19. Listeners who like to build full picture, collect and consolidate all relevant information in order to make right decision are called a) Result oriented listener b) Information oriented listeners c) None of the above Q20. Which type of listener have a risk that they can overlook emotional attitude and can appear unsympathetic a) Information oriented listeners b) Result oriented listener c) Both a and b

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Business Communication Q21. Mr. Arif is considered a good business decision maker as he listens to full detail before making decision. However while dealing with people his interest in detail makes him overlook emotions. Thus result in making harsh decision. what type of listener is Mr. Arif a) Good listener b) Bad listener c) Information -oriented listener Q22. Listeners whose main focus is on supporting the speaker and being attentive to their feeling and needs are called, a) Information focused listener b) Result oriented listener c) People focused listener Q23. People who have lots of patience are naturally gifted at providing feedback and asking relaxation and confidence building question are called a) People focused listener b) Information focused listener c) Either a or b Q24. a) b) c)

Result oriented and information oriented listeners consider people focused as Someone clear and conclusive with too much focus on feelings Someone vague and inconclusive with too much focus on feelings None of the above

Q25. a) b) c)

Which of the following provides the feelings that he has been properly listened to Information oriented listener People focused listener Result oriented listener

Q26. Which of the following is not the reason why we listen to someone a) To highlight our courtesy b) To highlight our professional behavior c) To highlight our competence Q27. a) b) c) d)

Lack of listening can create __________ In business Conflict Misunderstanding Inefficiency All of above

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Business Communication Q28. At ________ level how well you listen will have a major impact on the quality of your relationship with others and on your job effectiveness a) Macro b) Micro c) Both can be Q29. a) b) c)

We may listen to people to Show respect and confidence Show respect and build support Show confidence and build support

Q30. a) b) c)

We may listen to people to Show professionalism Show competence and trust Show respect and trust

Q31. a) b) c)

We may listen to people to Empathies Urgent need None of above

Q32. a) b) c)

Which of the following is not a benefit of listening skills Increasing cost on communication process Increasing level of communication process Increasing too much communication

Q33. a) b) c) d)

Chose the order one out of the following context of listening Improved customer satisfaction Improved confidence and self esteem Greater productivity with fewer mistakes Improved information sharing leads to innovation and creative work

Q34. a) b) c)

Can health benefits also be added to the benefits of listening Yes, it reduces tension Yes , it reduces heart attack Yes, it reduces blood pressure

Q35. As per Rachel Naomi Remen the most important thing we can ever give each other is our attention by _____________ to them a) Hearing b) Listening

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Business Communication c) None Q36. a) b) c)

Simple act of nodding may indicate __________ on receivers part Good listening Active listening Poor listening

Q37. Making an effort to understand the complete message being sent by looking beyond just the spoken words is called a) Inactive listening b) Moderate listening c) Active listening Q38. a) b) c)

To be an active listener you are deliberate with your listening and remind yourself frequently that you need to listen deliberate with your hearing and remind yourself frequently that you need to hear Both a and b

Q39. a) b) c)

In the principle of active listening what does being prepared to listen means Getting anyone in the left frame of mind relaxing and focusing on the listener only Getting yourself in the right frame of mind relaxing and focusing on the speaker only Both a and b

Q40. a) b) c) d)

Which of the following is not a principle of active listening paying attention removing distractions being patient keeping your ears clean active

Q41. From the principles of active listening being patient means a) allow the speaker to continue in their own time b) allow the listener to continue at any time c) Both Q42. Variance in tone of voice depicts/manifests a) emotions and reactions b) Confidence and emotion c) None of above Q43. Facial expressions, eye movements and gestures sometimes communicate the underlining messages. This is called

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Business Communication a) Non-verbal communication b) Verbal communication c) Visual communication Q44. a) b) c)

Gestures displayed through body language is well defined as proximity Kinesics Gestures’

Q45. a) b) c) d)

Proxemics from non-verbal communication means Physical distance between communicators Technological distance between communication Both a and b None of the above

Q46. a) b) c) d)

Which of the following is not covered by non-verbal communication Emotional state Feed back Intentions Criticism

Q47. a) b) c) d)

In active listening which of the following is not done by the listener? Listening for ideas and themes, not just words Develop the conversation through words used by speaker Being prejudice personally Empathies with the speaker

Q48. a) b) c) d)

Active listener Put the speaker at ease and shows that they are listening Give themselves feedback on their own performance Promote self-talking Respond intuitively rather than accordingly

Q49. Listening with objective of understanding thee speaker emotions,feelings,needs and wantsis called a) Empathetic listening b) Emphatic listening c) Critical listening d) Objective listening Q50.

Identify a technique not involved in emphatic listening

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Business Communication a) b) c) d)

Focusing on message Judging quickly Reading the speaker Assuring the speakers message is understood properly

Q51. The communication process is a way process a) Two b) Three c) Four Q52. In the communication process the listening part is all about a) The other person (speaker) b) Oneself c) Both Q53. Giving feedback through verbal or non-verbal cues in the active listening process is summarized by the term a) Listening " out loud" b) Hearing c) Speaking Q54. The process of examining and interpreting experiences to gain new understanding is called a) Reflections b) Inflection c) Refection Q55. ______ Allows the speaker to hear back their own thoughts and focus on what they feel and say a) Reflections b) Out lection c) Infection Q56. ______ Also demonstrate to the speaker that the listener is trying to understand their messages by perceiving the topic as they see it a) Reflections b) Deflection c) Refraction Q57. A verbal cue by the listener saying " sounds like you are saying " or "What I am hearing is " are

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Business Communication a) paraphrasing statement b) Rehearsing statement c) Paragraphing statement Q58. The feedback given by the receiver can be interpreted as a) Confirmation, compliments, Confirmation, criticism b) Confirmation ,complaints ,information ,criticism c) None of these Q59. Listening involves a) Interpreting and understanding information that you hear b) Understanding only information c) None of them Q60. a) b) c) d) e)

listener may interpret information by Keeping mind open Understand the message context by the reviewing goals or basis of confirmation Organize of data into logical groups Being partial in getting complete information All of the above

Q61. If the listener has an object to clarify information which of the following question should he ask to achieve this objective a) Does this means you would like to b) Do this mean you dislike c) Both Q62. Identify the barrier to effective listening from the following statement "effective listening cannot be rushed" a) Time b) Date c) Either time or date Q63. Emotions impact on communication a) Directly with respect to emotional connection b/w people communicating and subject being discussed b) indirectly from outside influences such as family and friends and the press c) Both a and b d) All of the above

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Business Communication Q64. "the listener is not there to judge and counter the message it is about focusing on the speaker and absorbing the message they are communicating " this statement identifies which of the following principle of effective listening a) Not being biased and prejudice b) Being biased and prejudice c) Both a and b d) None of the above Q65. a) b) c) d)

with respect to negative listening which of the following term is not properly defined Rejection: not wanting to accept the message Denial: Disagreement with the point being maid Ignoring: conditionally agreeing with the speaker’s message Defensiveness: understanding and interpreting the message but feeling blamed or attacked and naturally wanting to defend one’s position.

Q66. a) b) c) d)

with respect to negative listening which of the following term is not properly defined Yes, but: conditionally agreeing with the speaker’s message Anger: being angry at the speaker Withdrawal: not caring or being interested Passivity: not wanting to be involved or associated with the message

ICAP Question Bank chapter 4 Q1. Which of the following is not one of the three natural listening styles? A) Historical-oriented B) People-focused C) Information-oriented D) Results-oriented

Q2 Which of the following describe emphatic listening techniques? A) Focus, be quiet, and judge B)) Read the speaker, interrupt, assure C) Don’t judge, categorize, feedback D)Read the speaker, be quiet, focus

Q3 Which of the following is least likely to be considered an ethical reason to listen in business? A) To emphasize B) To sabotage C)To assess competence 69 | P a g e

Business Communication D) To ascertain information

Q4 Which of the following is least likely to be a barrier to effective listening? A) Not having a clear mind B) Unstable emotional state C) Prejudice and bias D) Avoiding jargon

Q5 Which is the best description of ‘fake agreement’ in negative listening? A) being angry at the speaker B) Not caring or being interested C)Appearing to agree with the message but fundamentally disagreeing with it D) Trying to hide from receiving the message

Q6 Hearing is: A)Biomechanical process of perceiving a sound with the ear B) Responding to the sounds heard C)Requires attention D) All of the above

Q7 Listening can be defined as: A) Ability to accurately receive messages B)Interpret the message C) Providing feedback to the speaker D) All of the above

Q8 Which one best describes the difference between the two: A) Hearing and listening are same B) Hearing is first step towards Listening C) Consideration of how is communication delivered, the use of language and voice D) All of the above

Q9 Poor listening is often a major cause of oral-miscommunication. A considerable number of persons are “inefficient listeners.” What is meant by the term effective listening skills? 70 | P a g e

Business Communication A) Effective Listening is the process of actively decoding and interpreting verbal messages B) Mentally prepared to listen C) Resisting distractions D) All of the above

Q10 Poor listening is often a major cause of oral miscommunication. A considerable number of persons are “inefficient listeners". To be a good listener, you must do: A) Mentally preparation, resisting distractions, looking for nonverbal clues B) Listening to understand, listening carefully and not prejudging, Holding your fire C) Listening with an open mind, concentrating on the context D) Allof the above

Q11 Trait of Good Listener are: A) Identifies areas of interest B) Judges content and delivery errors C) A and B D) None of the above Q12 Good Listener will: A) Fight to avoid distractions; strives hard and concentrates B) Does not judge until comprehension is complete, interrupts only to clarify C) Listens for central themes D) All of the above

Q13 Good Listener will do all EXCEPT: A) Works hard and exhibits alertness B) remains open-minded C) Listens between the lines and weighs the evidence D) Taking notes

Q14 Trait of Poor Listener includes all EXCEPT: A) Avoids listening if subject is not of interest B) Tends to be inattentive, if delivery is poor C) Never enters into arguments with the speaker. D) Shows false attention

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Business Communication Q15 Trait of Poor Listener will: A) Be distracted easily B) Resists listening to material which requires great concentration C) Not react to emotional words D) Be distracted by slow speakers

Q16 Emphatic Listening can be defined as: A) Understanding the speaker’s emotions, feelings, needs and wants B) Listening to help speaker articulate the pent-up emotions which obscure the speaker’s thinking process C) A and B D) All of the above

Q17 Which statement best defines People-focused listener. A) B) C) D)

Focuses on supporting the speaker and stay attentive to their feelings Like to build a full picture, collect and consolidate all relevant information Focus on achieving their goals as quickly and efficiently as possible All of the above

Q18 Which statement best defines Information-oriented listener. A) Focuses on supporting the speaker and stay attentive to their feelings B) Like to build a full picture, collect and consolidate all relevant information C) Focus on achieving their goals as quickly and efficiently as possible D) All of the above

Q19 Which statement best defines Results-oriented listener. A) Focuses on supporting the speaker and stay attentive to their feelings B) Like to build a full picture, collect and consolidate all relevant information C) Focus on achieving their goals as quickly and efficiently as possible D) All of the above

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Business Communication Chapter 5 (Written business messages) Q1 Written messages are communicated for the purpose of a) b) c) d) e)

Entertainment Building rapport Building trust Exchanging information All of the above

Q2 Business communication does not include a) b) c) d) e)

Meeting Telephone calls Video conferencing Letters or reports chatting

Q3 The advantages of written communication to the receiver are a) b) c) d) e)

retention of complex messages communication at convenient timing future reference audit trail all of the above

Q4 A record that provides documentary evidence of a sequence of events including their details is called a) b) c) d)

Audit trail Minutes of meeting Both a and b None of the above

Q5 The most important element of a written message is a) b) c) d)

Writer Message Reader None of the above

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Business Communication Q6 while writing a message directed toward large number of recipients, the message is written directed to a) b) c) d)

All audience Key audience Specific audience The sender

Q7 letters sent from an organization to potential customers to prompt them to into ordering goods or services is called a) b) c) d)

Cover letters Order letters Sales letters None of the above

Q8 Letter sent by a customer to a vender to register issues relating to a product or service rendered is called a) b) c) d)

Inquiring letters Adjustment letters Complaint letters Reference letter

Q9 A list of items of business to be considered at meeting is termed as a) b) c) d)

Agenda Notice Minutes All of the above

Q10 To ensure written messages are simple there are _________ techniques a) b) c) d)

Six Seven Eight Five

Q11 To ensure written business messages are simple there are seven techniques. these does not include a) b) c) d)

Use active rather than passive sentences Be definite and concise Use short paragraphs and sentences Use complex synonym of words

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Business Communication Q12 To be_________ in written messages we substitute emphasizing words with strong alternatives a) b) c) d)

Definite Concise Verbose Simple

Q13 Qualifying phrases and words rarely add to the context of a message but rather give the impression that you are unwilling to state facts. Examples of such words are a) b) c) d) e) f)

Fairly Partly Mainly Quietly A bit All of the above

Q14 Identify the most precise statement/phrase a) b) c) d)

As soon as possible Quite heavy By31march,8am By 27May

Q15 For writing brief paragraph which of the following is incorrect a) b) c) d)

Main point should be stated in the first sentence Each paragraph should only contain one main idea only Use transition to connect paragraph Each idea should be supported by illustrations

Q16 One word substitute for “with the exception of” is a) b) c) d)

Except Other than Leaving out None of the above

Q17 the best alternative for “Aggressive” is a) b) c) d)

Collection Total Totality Particular

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Business Communication Q18 A phrase or opinion that is overused and betrays lack of original thought is termed as a) b) c) d)

Clichés Jargons Obsolete None of the above

Q19 which of the following are example of clichés a) b) c) d)

In respect of Herewith please find Viz All of the above

Q20 Special words or expression used by professionals that are difficult to understand are termed as a) b) c) d)

Clichés Jargons Obsolete None of the above

Q21 Avoid suggested criticism of the reader is best explained in the following a) b) c) d)

The invoices we need have been mislaid The accounts department lost the invoices we needed Mr. Asif could not hand us over the required invoices All of above

Q22 Using personal pronoun will make your business communication sound much friendlier .which of the following is its example a) b) c) d)

Instead of “ it has been decided that” use “we have decided’ Instead of “ the firm recommends “ use” We recommend” Instead of “ subsequent to departure “ use” after you have left” All of the above

Q23 To improve presentation of your message consideration should be given to a) b) c) d)

Logical layout correct grammar and punctuation spelling mistake all of the above

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Business Communication Q24 Presentation cannot be enhanced by a) b) c) d)

using capital letters and headings numbering paragraphs Bullets and dashes Proof reading

Q25 Persuasive business messages can be written effectively by adopting a) b) c) d)

Sincerity and tact Avoiding abstract “ you” approach All of the above

ICAP Question Bank chapter 5 Q1 Which of the following is least likely to be a reason to use written communication instead of verbal communication in the workplace? A To communicate with a busy person at their convenience B because it’s quicker and immediate feedback can be ascertained C To retain a record of what was said D To help the receiver remember complex information Q2 Which of the following best describes an inquiry letter? A Sent from an organization to a potential customer to prompt them into ordering goods or services B Normally sent by a customer to a vendor to complain about a product or service C Accompanies something such as a package or report. They describe the enclosed and why it is being sent D Asks a question or elicits information from the recipient Q3 Which of the following techniques should be adopted when writing business messages? A Use short paragraphs B Use long sentences C Use verbose language D Use passive sentences rather than active Q4 Which of the below most complies with the requirement to be definite in business writing? A Please reply sometime in August B The parcel will be quite heavy so you will need a few employees to help move it 77 | P a g e

Business Communication C The meeting will be held at 12:30pm on 15 May D There has been a huge response to the advert Q5 Which of the following does not satisfy the ‘adopt the right tone’ guidance? A Use personal pronouns B Use colloquial language C Always end positively D Avoid negative words and phrases

Q6 The use of buffers is recommended to soften the adverse impact of bad news messages. However, in certain situations it is considered advisable to avoid the use of buffers while conveying negative or unfavorable messages and come directly to the point of the message. When is direct approach considered to be more appropriate and effective option for conveying bad news messages? A Communicating negative messages to busy senior executives who have to take prompt decisions B To illustrate the gravity of the bad news C If unfavorable message is not of much significance to the recipient D All of the above Q7 The use of buffers is recommended to soften the adverse impact of bad news messages. However, in certain situations it is considered advisable to avoid the use of buffers while conveying negative or unfavorable messages and come directly to the point of the message. All the statements are true for direct approach EXCEPT: A If the recipient has a tendency to skim the text and there are chances that the important message may be missed. B If the reader refuses to see reason and accept the bad news and there is likelihood that the buffer may be interpreted as weakness C Used only for outsider D All of the above Q8 Feedback is considered to be a critical component of the communication process as it enables the sender to determine whether the message was, in fact, received and understood by the receiver as intended by the sender. In spite of its vital importance, feedback poses serious problems in the communication process. Feedback may not prove to be effective, if it is: A Vague and too general B Given after a considerable lapse of time C Not given in a constructive manner

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Business Communication D All of the above

Q9 Feedback is considered to be a critical component of the communication process as it enables the sender to determine whether the message was, in fact, received and understood by the receiver as intended by the sender. In spite of its vital importance, feedback poses serious problems in the communication process. Feedback effectively depends on all EXCEPT if: A Given to score marks or place the sender in an embarrassing or defensive position B Not relevant to the main message of the sender and raises altogether new issues C It is positive D Intended to humiliate the sender Q1O Choose the correct sequence of important steps involved in the planning of written messages. A Identify the purpose, Analyze the audience, Select the ideas, Support the ideas with data, Organize the message, Style used B Analyze the audience, Identify the purpose, Select the ideas, Support the ideas with data, Organize the message, Style used C Identify the purpose, Analyze the audience, Select the ideas, Support the ideas with data, Style used, Organize the message D Identify the purpose, Select the ideas, Support the ideas with data, Analyze the audience, Organize the message, Style used Q11“A well-planned negative message conveys the negative information clearly while retaining as much goodwill as possible.” Select the correct steps sequence in communicating a negative message? A) Offer an Explanation, Use a Buffer, Avoid emphasizing the Refusal, Present an Alternative or Compromise, End with a Positive Statement B) Use a Buffer, Offer an Explanation, Avoid emphasizing the Refusal, Present an Alternative or Compromise, End with a Positive Statement C) Use a Buffer, Avoid emphasizing the Refusal, Offer an Explanation, Present an Alternative or Compromise, End with a Positive Statement D)Use a Buffer, Offer an Explanation, Present an Alternative or Compromise, Avoid emphasizing the Refusal, End with a Positive Statement Q12 In the process of communication, a sender’s activities include all EXCEPT: A) The sender has an idea B) The sender uses verbal channel C) The sender transforms the idea into a message D) The sender transmits the message after selecting a communication channel 79 | P a g e

Business Communication Q13 In the process of communication, a receiver’s activities include all EXCEPT: a) b) c) d)

The receiver gets the message The receiver interprets the message The receiver plans the feedback The receiver reacts and sends feedback to the sender

Q14 Marketing Experts know that prospective customers receive numerous visual and audio sales promotion messages. The customers have to discern from these messages which products or services best satisfy their needs and are also most cost- effective. Identify the steps which a skilled marketing expert should keep in mind in the planning and communication of an effective and well-targeted promotion message.

a) Empathies with the needs, Identify the target market, Create a convincing message, Select the most suitable media b) Identify the target market, Empathies with the needs, Create a convincing message, Select the most suitable media c) Identify the target market, Empathies with the needs, Create a convincing message, Select the most suitable media d) Identify the target market, Select the most suitable media, Empathies with the needs, Create a Q15 What is the implied meaning conveyed in each of the following situations: A director tells his secretary “Don’t be late for the Investment Committee meeting tomorrow!”

a) b) c) d)

Reminding secretary about meeting Secretary is not punctual Telling meeting is very important All of the above

Q16 What is the implied meaning conveyed in each of the following situations: A Group Leader while conducting an internal meeting occupies a position other than at the head of the conference table.

a) Informality b) Equality c) Friendliness d) All of the above 80 | P a g e

Business Communication Q17 What is the implied meaning conveyed in each of the following situations: A CEO invariably comes late to the staff meetings, after the scheduled time, and makes all the participants wait. a) I am very busy b) I don’t care c) A and B d) None of the above Q18 What is the implied meaning conveyed in each of the following situations: A job applicant submits a CV containing numerous spelling and presentation errors. a) b) c) d)

Lacks communication skills Not interested in the job A and B None of the above convincing message,

Q19What is the implied meaning conveyed in each of the following situations: A subordinate calls his senior manager and asks, “May I come to discuss the sales report?” The senior manager responds, “I’m working on an urgent assignment and have to meet a strict deadline.” a) b) c) d)

I am very busy You and your work is not important A and B None of the above

Q20 Aletter conveying Bad News requires considerable tact and discretion on the part of the writer as it must uphold the good image of the organization conveying the bad news, retain continued goodwill of the receiver and also state something that is not very pleasant from the receiver’s standpoint. What are the salient features of a carefully-prepared “Bad News” letter. a) b) c) d)

Agreement, Appreciation, Assurance, Compliment, Cooperation Buffer Statement, Appreciation, Benefit, Compliment, Cooperation Buffer Statement, Appreciation, Assurance, Compliment, Cooperation Buffer Statement, Understanding, Assurance, Compliment, Cooperation

Q21 Impediments in the Upward Flow of Communication in a large organization are: a) b) c) d)

There is genuinely no opportunity for upward communication The subordinates believe that the managers will not take their problems seriously The subordinates fear the consequences of communication All of the above

Q22 Horizontal Communication in a large organization may be hindered because of: 81 | P a g e

Business Communication Feeling that the other manager is encroaching upon my area of authority or expertise (jealousy) b) Managers may resist the expert authority of functional managers c) Conflict between individuals, groups, or functions d) All of the above a)

Q23 Impediments in the Downward Flow of Communication in a large organization include all EXCEPT: a) Managers have no time to communicate with juniors b) Management assumes that employees will not be interested in the larger issues of the business c) Management itself does not have the information or solutions to the problems d) Fears that they will undermine their authority by sharing information Q24 Identify the correct sequence of steps which should be followed in the preparation of a Persuasive Business Message to attract, create and sustain the reader’s interest in the message and elicit a favorable response for taking action on the basis of the writer’s proposal/request. a) b) c) d)

Get attention, Build interest, Increase desire, Motivate to take action Build interest, Get attention, Increase desire, Motivate to take action Get attention, Increase desire, Build interest, Motivate to take action Get attention, Build interest, Motivate to take action, Increase desire

Q25 All are true for persuasive messages, EXCEPT: Use emotional and logical appeals in a balanced manner b) Reinforce the Proposal by providing additional evidence of the benefits c) Anticipate no objections from the reader d) These require lot of marketing skills a)

Q26 Identify the situation in which the style of writing Persuasive Business Messages may be adopted to achieve positive response: I. II. III. IV.

To make a request to a philanthropist to give a donation for a worthy cause To sell a new product or service to a prospective customer or client To request an employer to give a salary raise which one considers one really deserves To write to the Administrator, Roads and Works to repair the internal roads in your industrial area which are presently in a dilapidated condition a) l and lI b) Il and lIl c) Ill and IV d) I, II, Ill and IV 82 | P a g e

Business Communication Q27 You have to make an Oral Presentation to a knowledgeable audience which would be followed by a question and answer session. All the considerations are important EXCEPT a) b) c) d)

The language of the oral presentation should be specifically adapted Presentation must include Graphics Should be organized in a logical sequence Should be based on proper use of grammar and pronunciation

Q28 Oral presentation can be made effective with a) b) c) d)

Eye contact with the audience and body language used to emphasize any particular point(s) Excessive body movements should be avoided as it would distract the audience. An alert attitude should be retained to reply to the questions from the audience All of the above

Q29 Which one is not the advantage of Oral Communications? Speed b) Personal Involvement of both Speaker and the Listener c) Instantaneous Feedback d) Nonverbal Clues a)

Q30 Different types of Buffers are generally used in Business Communications while conveying ‘bad news’ messages, choose the correct explanation for: Agreement buffer a) It shows that there is a common ground for understanding on any particular point b) The sender of the message expresses thanks for receiving something from the recipient of the message c) The sender shows an understanding of the recipient’s problems and concerns and expresses empathy d) The sender shows that the response in the message is conveyed after an equitable and objective examination of the issues

Q31 Different types of Buffers are generally used in Business Communications while conveying ‘bad news’ messages, choose the correct explanation for: Appreciation buffer a) It shows that there is a common ground for understanding on any particular point b) The sender of the message expresses thanks for receiving something from the recipient of the message

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Business Communication c) The sender shows an understanding of the recipient’s problems and concerns and expresses empathy d) The sender shows that the response in the message is conveyed after an equitable and objective examination of the issues Q32 Different types of Buffers are generally used in Business Communications while conveying ‘bad news’ messages, choose the correct explanation for: Understanding buffer a)

It shows that there is a common ground for understanding on any particular point

b) The sender of the message expresses thanks for receiving something from the recipient of

the message c) The sender shows an understanding of the recipient’s problems and concerns and expresses empathy d) The sender shows that the response in the message is conveyed after an equitable and objective examination of the issues

Q33 Different types of Buffers are generally used in Business Communications while conveying ‘bad news’ messages, choose the correct explanation for: Fairness buffer a) It shows that there is a common ground for understanding on any particular point b) The sender of the message expresses thanks for receiving something from the recipient of the message c) The sender shows an understanding of the recipient’s problems and concerns and expresses empathy d) The sender shows that the response in the message is conveyed after an equitable and objective examination of the issues Q34 Different types of Buffers are generally used in Business Communications while conveying ‘bad news’ messages, choose the correct explanation for: Cooperation buffer a) The sender conveys to the receiver willingness to extend support and be of help in any possible in the future b) The sender of the message expresses thanks for receiving something from the recipient of the message c) The sender shows an understanding of the recipient’s problems and concerns and expresses empathy d) The sender shows that the response in the message is conveyed after an equitable and objective examination of the issues Q35 Briefly describe the circumstances in which an adjustment letter is commonly used. 84 | P a g e

Business Communication a)

Usually sent in response to a claim or complaint and includes the final outcome

b) Sent after some type of initial communication

Sent to let others know that they have received a communication d) Accompanies something such as a package or report c)

Q36 Briefly describe the circumstances in which a follow-up letter is commonly used. a) b) c) d)

Usually sent in response to a claim or complaint and includes the final outcome Sent after some type of initial communication Sent to let others know that they have received a communication Accompanies something such as a package or report

Q37 Briefly describe the circumstances in which Acknowledgment letter is commonly used. a) b) c) d)

Usually sent in response to a claim or complaint and includes the final outcome Sent after some type of initial communication Sent to let others know that they have received a communication Accompanies something such as a package or report

Q38 Briefly describe the circumstances in which a cover letter is commonly used. a) b) c) d)

Usually sent in response to a claim or complaint and includes the final outcome Sent after some type of initial communication Sent to let others know that they have received a communication Accompanies something such as a package or report

Q39 Briefly describe the circumstances in which circular letter is commonly used. a) b) c) d)

Used to share the same information with a large audience Sent after some type of initial communication Sent to let others know that they have received a communication Accompanies something such as a package or report

Q40 Briefly describe the circumstances in which a memorandum is commonly used. Used to share the same information with a large audience b) A note, document or other communication that records or reminds about events and observations c) Sent to let others know that they have received a communication d) Accompanies something such as a package or report a)

Q41 Briefly describe the circumstances in which minutes are commonly used. a) Used to share the same information with a large audience 85 | P a g e

Business Communication b) A note, document or other communication that records or reminds about events and observations c) A summarized record of the proceedings at a meeting d) Accompanies something such as a package or report Q42 Briefly describe the circumstances in which a report is commonly used. Report a) Used to share the same information with a large audience e) A note, document or other communication that records or reminds about events and observations f) A summarized record of the proceedings at a meeting g) An account given on a particular matter in the form of an official document

Q43 Briefly describe the circumstances in which a reference letter is commonly used a) Sent by a previous employer or other referee b) A note, document or other communication that records or reminds about events and observations c) A summarized record of the proceedings at a meeting d) An account given on a particular matter in the form of an official document Q44 Briefly describe the circumstances in which an inquiry letter is commonly used. a) Asks a question or elicits information from the recipient b) A note, document or other communication that records or reminds about events and observations c) A summarized record of the proceedings at a meeting d) An account given on a particular matter in the form of an official document Q45 It is widely acknowledged by communication experts that positive messages elicit more favorable responses vis-à-vis messages which carry negative undertones. You are required to transform the messages given below into positive messages to remove any negative perceptions by the recipients. a) b) c) d) e) f)

The Board rejected three of the twelve proposals submitted by the management. We shall not give discount on orders worth less than PRs. 10,000. We would not be able to complete the order before the end of the month. Employees’ tea breaks should not be longer than 15 minutes. We cannot begin the printing work until all the revisions are reviewed. We do not provide insurance cover for a period of less than six months.

Q46 It is widely acknowledged by communication experts that positive messages elicit more favorable responses vis-à-vis messages which carry negative undertones. 86 | P a g e

Business Communication You are required to transform the messages given below into positive messages to remove any negative connotations by the recipients. a) b) c) d) e)

Our company has a strict policy not to accept orders for amounts of less than PRs. 2.5million. The employees’ lunch break should not be longer than 45 minutes. The inter-city Express Bus Service will not wait for more than 15 minutes at any stop. We do not offer discount to customers who want credit facilities. Do not apply for the position of Security Officer if your height is less than 1 85centimetres.

Q47 Briefly explain the implied meaning conveyed in each of the following situations. (i) A director tells his secretary “Don’t be late for the Investment Committee meeting tomorrow!” (ii) A Group Leader while conducting an internal meeting occupies a position other than at the head of the conference table. (iii) A CEO invariably comes late to the staff meetings, after the scheduled time, and makes all the participants wait. (iv) A job applicant submits a CV containing numerous spelling and presentation errors. (v) A subordinate calls his senior manager and asks, “May I come to discuss the sales report?” The senior manager responds, “I’m working on an urgent assignment and have to meet a strict deadline.”

Q48 Re-phrase the following sentences to remove their negative connotations so that they may elicit more favorable responses from the recipients. (i) The problem with the Spinning Department is its inability to control the high rate of energy wastage. (ii) In the event of your failure to make payment of your overdue account within 7days, we would have no other alternative but to tell our legal advisors to initiate legal proceedings against you. (iii) It is not possible for us to repair and replace the damaged parts of your generator in one day. We would require 2 days to complete the job. (iv) Your salesman told a lie and misled me to purchase from your shop, a dress made of mixed silk and polyester fabric instead of 100 per cent silk cloth as claimed by him. (v) If you fail to return the completed Advertisement Contract Form along with a cheque for Rs 250,000 by September 30, 2011, your reserved space in the next issue of our magazine ‘Fashion Trends’ will be cancelled and would be sold to another customer. Q49 Re-write the following messages to remove any negative perceptions and elicit a positive and favorable response from the recipients. (i) You should not use this type of paper in the photocopying machine. (ii) We have wasted an amount of PRs 500,000 by advertising in that new Health Magazine. (iii) We regret to inform you that we must deny your request for sale of furniture on credit. 87 | P a g e

Business Communication (iv) Decline in sales from PRs 80 billion to PRs 50 milli6n is due to the very poor performance of the previous management and this new management certainly cannot be held responsible for this downslide. (v) You have been sitting on our order for supply of cement for the past two months. We want the delivery of the consignment now as we cannot wait any longer. (b) You have to make an Oral Presentation to a knowledgeable audience which would be followed by a question and answer session. List five important considerations which you should keep in perspective while making your Presentation.

Chapter 6 (Letters and Circulars) Sales letter Q1. Consolidated Steel Mills Limited (CSML) is in the business of manufacturing and selling steel products such as round and flat bars, girders and wires used for construction purposes. Zenith Property Developers are currently executing several high-rise building projects in Lahore and Islamabad and are major buyers of these products. CSML is keen to establish business relations with Zenith as it would give a substantial boost to their business. As Director Marketing of CSML, you are required to write a Letter to CEO of Zenith Property Developers Limited offering to supply steel products for their projects.

Note: (i) You may highlight at least three competitive strengths which give CSML a business edge over its competitors. Assume necessary details to enhance the effectiveness of the selling points in your letter. (ii) Assume that your name is Abdul Hafeez The address of your company is:

The letter should be addressed to:

Consolidated Steel Mills Limited E - 43 Main A venue SITE Karachi 34500

Chief Executive officer Zenith Property Developers Limited K-48 Block -5 Gulberg Lahore

Q2. Sitara Bank Limited has recently ‘launched a ‘Consumer Finance Scheme’ and Introduced three new products covering car financing, home financing and credit card. Prepare a letter addressed to all the existing and potential clients informing them about the new vision of the company related to consumer financing. The letter is to be signed by Mr. Adnan Aslam, Business Unit Head. Consumer Banking. Order letter Q3. You are installing a new computer system in all your bank bran’3hes. You have to place an order with the largest computer supplier in the country. You may assume any details.

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Business Communication Q4. You are renovating your house and want to update the decor of the house. For this you are placing order with a leading furniture supplier. Write a letter order. Complaint letter Q5. You recently purchased a Laptop from TAYYAB ELECTRONICS. After one week of use, the machine started malfunctioning. The screen resolution became poor, graphical and numerical functions gave wrong results. You returned the machine with a replacement request. Three months have passed but despite many phone calls you have not received any response. The warranty period ends one week later. Write a letter to Manager Sales complaining about the situation and asking for an immediate resolution of the situation. Adjustment/claim letter Q6. Reliable Computers Limited has recently imported 1200 computers from Taiwan. The consignment packed in 12 pallets was shipped through Eastern Freight Airways. On examination of the packages, the Consignee has found that 200 computers have been damaged due to mishandling by the loading staff the computers have been damaged beyond repairs and have to be considered as a total loss. As Manager Imports, you are required to draft a Claim Letter to Eastern Freight Airways describing the problem and making strong case for compensation. The Claim Letter should contain all pertinent information necessary to make a well-substantiated claim for compensation. Assume that your name is Khalil Ahmed.

Q7. Last summer you purchased by mail order from a Company an Executive 900 microcomputer for home use. The microcomputer is a Pentium 200 MHz with 16MB of RAM. You purchased this microcomputer primarily for its speed. While using a statistical package on the Computer, you found that it does not make the calculation faster than the 486 microcomputer you replaced. Write a letter to the Company explaining that you want to return the microcomputer and be refunded PRs, 35000/- that you paid for it. Supply any additional details that are necessary to make a complete claim letter.

Inquiry letter Q8. Write a letter to ICAP to inquire about the syllabus for examination as there is lot of confusion about the issue.

Q9. Write a letter to three five star hotels to inquire about the availability of facilities for holding an international conference with two hundred delegates from around the world. Follow-up letter Q10. Write a letter to your auditor to know when they are delivering the audit report.

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Business Communication Q11. You were awarded a scholarship by an NGO promoting education. They promised to issue the scholarship confirmation by end of March, three months are gone but you received no response. Write letter to follow up the matter. Letter of recommendation (reference letter) Q12. Your student asked you to write a letter of recommendation for admission in a foreign university. The letter must highlight the traits of the student.

Q13. Your former employee has requested you to write a letter recommending him/her for the post of Sale Manager in a Multinational Corporation. Acknowledgment letters Q14. Your supplier delivered goods you ordered, acknowledge the delivery.

Q15. You are a bank and got into some litigation, your competitor bank supported during the proceedings and helped you to win the case. Write a letter to acknowledge their support. Cover letter Q16. You are applying for the post of computer programmer; write a cover letter to highlight your strengths. Letters of resignation Q17. You are resigning from your current post and joining another organization. Submit your resignation to your boss. Circular letter Q18.Superb Fans Limited (SQL) are manufacturers of a wide range of electrical fans and have been acknowledged as a key player in the market due to the elegant design, durability and reliable performance of its products. Since the past two years, SFL has been affected by decline in domestic demand, fall in exports due to global recession and rising prices of its essential raw material inputs. This has caused a drop in sales revenues and increase in costs resulting in sharp erosion of the company’s profitability. The board of directors has decided to strictly curtail all expenditures, including freezing of salaries, reduction in fringe benefits and withdrawal of loan facilities to employees. In your capacity as Chief Executive Officer of SFL, you are required to write a Circular Letter addressed to the staff explaining the circumstances which have forced the company to adopt stringent austerity measures. Also inform the staff that the SFL would avoid layoff of its employees as they have made invaluable contributions towards the company’s achievements. The Circular Letter should apprise the employees that the hardships would be overcome and the situation would change with the improvement in the economic conditions. Assume that your name is Zahid Awan. 90 | P a g e

Business Communication Q19. As CEO of Earnest Pharmaceuticals Limited you have today concluded marathon negotiations for the merger between your Company and Zenith Pharmaceuticals Limited. You would like to inform your employees about the merger, before the announcement is made public. The merger agreement contains a number of detailed clauses. At this stage, you would like to inform the employees of only the significant aspects of the merger. Draft a Circular Letter containing between 150 to 200 words, to be addressed to the employees in all cadres informing them of the circumstances which have led to the merger. They should also be informed of the imminent lay-offs to cut costs and revisions in seniority, pay packages and perquisites of the retained employees. The letter should also apprise the employees that important developments would be disclosed as they unfold from time to time. Assume that your name is Shahid Ahmad. Donation letters Q20. Write a letter on behalf of Edhi Foundation to the President of famous bank Limited requesting that the bank may host the Foundation’s Blood Collection Campaigns in Karachi, Lahore, Peshawar and Quetta. The Blood Collection Campaigns would help Edhi Foundation to collect blood donations from volunteers which would be provided to the poor patients. The letter should contain requests for providing funds for purchase of transfusion bottles and other necessary supplies, payment of daily allowances to doctors and medical technicians and rental charges of tents, furniture, etc. besides providing bottled water, orange juice and snacks to the donors. Assume that your name is Saqib Ahmed and you are the Executive Director of Edhi Foundation.

Q21. The Good Hope Children Welfare Organization, a reputable and well-managed NGO, intends to implement two hospital projects for the ‘Street Children’ in Lahore and Karachi. It is estimated that approximately 200,000 Street Children in both these cities are affected with various diseases, including life-threatening diseases. Urgent measures are required to address to this grave problem before the situation deteriorates further. You are required to prepare a persuasive message to be circulated to the prospective donors seeking their help for this worthwhile cause. The message should incorporate the principles of good communication for eliciting a positive response from the donors. Address of NGO is: The Good Hope Children Welfare Organization 250 Orangi Township Workers Avenue Karachi 45678 Assume you are the Honorary Chairman of The Good Hope Children Welfare Organization and your name is Fazal Mahmood. Bad news message Q22. TheDean of Concord School of Management Sciences (CSMS), a prestigious educational institution, has requested the President of Jupiter Insurance Company Limited to accept five final year students as interns during the summer holidays. As the Public Relations Officer of Jupiter Insurance Company Limited, you have been directed to write to the Dean stating that it would not be possible to provide internship facility this year. You may offer any reasons for not acceding to the Dean’s request. However, 91 | P a g e

Business Communication your letter should be worded in a courteous tone as CSMS not only provides substantial business to your company but also because the Dean wields considerable influence and respect in the business and professional circles. Assume that your name is Abdul Samad. Q23. The Selection Committee of Atlas University of Engineering reviewed 35 applications for the position of Head of Metallurgy Department. After two rounds of eliminations, the top three candidates were invited for the final interviews in which the Committee met with each candidate for one hour. The top three candidates were then invited to the campus to meet and exchange views with the key faculty members and the students’ representatives. The Committee finally recommended the selection of Dr. Jamil Ahmed who has a doctorate in metallurgy from a prestigious university. As Secretary of the Selection Committee you are required to write a letter of approximately 150 words to the candidates who were eliminated in the first two rounds, advising them that they will not be receiving offers of employment. This letter should be addressed to: Mr. XYZ Plot No. F- 4000 North Nazimabad, Block 5 Karachi - 12345 Note: (i) Identical letters will be sent to the applicants who were eliminated in the preliminary rounds at their respective addresses. (ii) Assume your name is Khalid Khan.

Good news message

Q24. Safe and Swift Transport Company Limited (SSTCL) is an affiliate of a worldwide group engaged in the business of door-to-door transportation of goods. The Company has a fleet of 300 trucks in Pakistan with offices in all the important cities and towns. The Company has highly skilled and competent truck drivers, loaders and other support staff on its payroll. SSTCL takes pride in the quality of its prompt, safe and efficient services for which it charges premium freight rates as compared to other goods transport companies. Consequently, its clientele includes foreign embassies, top-tier national and multinational companies, besides high net-worth individuals who value the quality of reliable services offered by SSTCL. Mr. Robert Smith, a senior consular in a foreign embassy in Islamabad has lodged a complaint that his valuable 60 inch Plasma TV which was booked from Karachi to Islamabad under Freight Bill No 4896 dated January 28, 2008 has been damaged and is a total loss. The carton containing the television had the following distinctive markings: “Fragile — Handle with Care.” Mr. Smith has lodged a claim of PRs. 100,000 for the loss of his TV. Mr. Smith, through his Consulate, provides substantial lucrative business to SSTCL on a regular basis. In your capacity as Director of Operations of SSTCL, Islamabad, write a polite letter to the customer, offering apologies for the mishap and undertaking to pay compensation for the loss immediately. Also state that you will make full investigation in the matter and assure the customer of your continued safe and efficient services in future Persuasive message 92 | P a g e

Business Communication Q25. Two months ago, The Environment Protection Board had ordered the closure of your Paper and Board manufacturing plant because it was discharging untreated effluent in the river causing pollution and adversely affecting the agricultural lands in the area and damaging the marine life in the river. This unit is one of the largest paper and board mill in the country. The company has since taken necessary measures to rectify the problem. As the Chief Executive Officer of the mill you are required to write a letter to the Director, Environment Protection Board requesting that the factory may be re-opened to enable it to resume its manufacturing operations. You should emphasize that all necessary measures have been taken to resolve the problem. You may make assumptions of any details/information that you may consider relevant to substantiate your case for the re-opening of the mill. Assume that the name of your Company is Sterling Paper and Board Mill Limited, Lahore and you are Khalil Ahmed.

Q26. The entire business of processing and marketing of Pure Water Co Limited (PWCL) has recently been acquired by Clearwater Limited (CWL), a US-based multi-national corporation. PWCL is a domestic company established in 1995 and, has over the period, created a reputation as a supplier of superior quality product with a highly efficient and reliable distribution network in Karachi. Approximately, 1200 PWCL customers are the large corporate entities and affluent households who are not only extremely conscious of the quality of water they consume, but are also willing to pay premium prices for the uninterrupted and reliable delivery of water at their premises. Consequently, any breakdown in supplies would drastically affect the water consumption habits of these customers who may switch-over to other suppliers vying for this highly lucrative segment of the market. These 1200 customers account for 80-85 per cent of PWCL’s total turnover.

CWL’s decision to acquire the business of PWCL at a substantial goodwill was based largely on the retention of this established and lucrative customer profile. In the intervening period of change of management and replacement of PWCL’s empty/filled bottles, there were considerable disruptions in supplies. This has created resentment among the important customers who have threatened not only to switch-over to other suppliers, but also claim refund of deposits for the empty bottles retained by PWCL. This threat, if carried out, would adversely affect CWL’s business and cause huge losses.

As Director Marketing of CWL, you are required to write a persuasive letter to be issued to the important customers, apologizing for the inconvenience and assuring them that such disruption in supplies would not occur in future. Also state, that as a gesture of goodwill, supplies of water equivalent to the previous two weeks consumption would be provided free-of-charge to the customers. Q27. You are the manager of Elegant Furnishers which manufactures superior quality furniture exclusively for the high-end of the market. Your customers belong to the affluent class who prefer to change the decor and style of their residences at regular intervals and purchase furniture of latest contemporary designs and fashions. Each individual client is important and you would go to any lengths to retain the goodwill of these customers. Most of your customers have close social interactions and adverse comments by even a single customer may result in loss of business from other customers. Mr. Zaman Khan, who is your valued customer, has complained that the quality of the furniture purchased by him amounting to PRs. two million is not satisfactory. The quality of wood used is 93 | P a g e

Business Communication substandard and the workmanship of polishing of the furniture is poor. He has expressed his disappointment and asked you to replace the entire furniture. You are required to write a letter to the customer to convey your apologies for the inconvenience caused and offer to undertake the polishing and other works at your cost to the entire satisfaction of the customer. Your letter should be worded politely and convey the message that customer satisfaction is very important for you. Assume that your name is Muhammad Sadiq.

Q28. You work as a secretary in a construction company by the name of’Sufi Builders’. Write a letter to all your customers, informing them that the previously agreed upon prices of the apartments booked by them, have been revised upwards by 20%. Also inform them that they are required to pay the differential amount at their earliest in order to acquire the ownership of the apartments by January 05, 2006.

Job Application / Resume

Q29. The following advertisement appeared in a newspaper. Write a “Job Application” only in response to the advertisement (Resume is not required). We are looking for you if you: (i) are a team player (ii) hold a bachelor’s degree in Commerce (iii) feel comfortable with accounting software (iv) can meet deadlines (v) are in the age bracket of 22-25 years. If you meet above criteria apply in confidenceto Manager HR P 0 Box 2021, Karachi, latest by March 25, 2004.

Q30. Prepare your resume using chronological and functional formats.

Guideline for Letters DIRECT PLAN   

ORDER ADJUSTMENT INQUIRY

   

FOLLOW UP COVER ACKNOWLEDGMENT RECOMMENDATION

INDIRECT PLAN   

COMPLAINTS RESIGNATION CIRCULARS (If negative News)

  

AIDA PLAN (PERSUASIVE) SALES LETTER JOB LETTER CIRCULARS (MOSTLY)

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Business Communication

ICAP Question Bank chapter 6 Q1 What is the appropriate sign-off for a letter addressed as “Dear Mr. Khan,”? a) Yours sincerely b) Kind regards c) Regards d) Yours faithfully Q2 What is the purpose of a follow-up letter? a) A To provide information to a large group of people. b) To explain the contents of another document or consignment of goods which the letter accompanies c) To promote or monitor a previous communication or to illicit feedback d) To request further information Q3 Which of the following is NOT a best-practice tip for preparing an effective CV? a) b) c) d)

Use an easy-to-read style without a cluttered presentation. Use the “I” pronoun Adopt a professional style of presentation Mention quantifiable indicators of achievement wherever possible

Q4 When might it be preferable to use a functional CV rather than a chronological CV? a) b) c) d)

When the candidate has a solid record of career growth and progression When the nature of the proposed job would closely reflect previous work experience When the applicant has a solid employment history with reputable organizations When the candidate has frequently changed jobs or has gaps in their employment record

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Business Communication Q5 Which of the following statements regarding agendas and minutes is correct? a) The minutes provide an official record of the proceedings of a meeting b) An agenda cannot be changed once a team meeting has started c) The agenda for a statutory AGM must always be circulated to the shareholders 60 days before the meeting is due to take place d) Apologies for absence are taken at the end of a formal meeting Q6 The Dean of Concord School of Management Sciences (CSMS), a prestigious educational institution, has requested the President of Jupiter Insurance Company Limited to accept five final year students as interns during the summer holidays. As the Public Relations Officer of Jupiter Insurance Company Limited, you have been directed to write to the Dean stating that it would not be possible to provide internship facility this year. You may offer any reasons for not acceding to the Dean’s request. However, your letter should be worded in a courteous tone as CSMS not only provides substantial business to your company but also because the Dean wields considerable influence and respect in the business and professional circles. Assume that your name is Abdul Samad.

Q7Consolidated Steel Mills Limited (CSML) is in the business of manufacturing and selling steel products such as round and flat bars, girders and wires used for construction purposes.

Zenith Property Developers are currently executing several high-rise building projects in Lahore and Islamabad and are major buyers of these products. CSML is keen to establish business relations with Zenith as it would give a substantial boost to their business.

As Director Marketing of CSML, you are required to write a Letter to CEO of Zenith Property Developers Limited offering to supply steel products for their projects.

Note: (i) You may highlight at least three competitive strengths which give CSML a business edge over its competitors. Assume necessary details to enhance the effectiveness of the selling points in your letter. (ii) Assume that your name is Abdul Hafeez

Q8 ABC Company has recently introduced a policy of subsidizing 50% of the tuition fee of employees’ children. Write a memo for announcing this policy.

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Business Communication Q9 Safe and Swift Transport Company Limited (SSTCL) is an affiliate of a worldwide group engaged in the business of door-to-door transportation of goods. The Company has a fleet of 300 trucks in Pakistan with offices in all the important cities and towns. The Company has highly skilled and competent truck drivers, loaders and other support staff on its payroll. SSTCL takes pride in the quality of its prompt, safe and efficient services for which it charges premium freight rates as compared to other goods transport companies. Consequently, its clientele includes foreign embassies, top-tier national and multinational companies, besides high net-worth individuals who value the quality of reliable services offered by SSTCL. Mr Robert Smith, a senior consular in a foreign embassy in Islamabad has lodged a complaint that his valuable 60 inch Plasma TV which was booked from Karachi to Islamabad under Freight Bill No 4896 dated January 28, 2008 has been damaged and is a total loss. The carton containing the television had the following distinctive markings:

Fragile — Handle with Care.”

Mr. Smithlodged a claim of Rs 100,000 for the loss of his TV. Mr. Smith, through hisConsulate, provides substantial lucrative business to SSTCL on regular basis. In your capacity as Director of Operations of SSTCL, Islamabad, write a polite letter to the customer, offering apologies for the mishap and undertaking to pay compensation for the loss immediately. Also state that you willmake full investigation in the matterand assure the customer of yourcontinued safe and efficient services in future.

Q10The recent surgein prices of fresh milk has created considerable resentment among the public who feel that the dairy farmers are charging making excessive profits at the cost of the consumers. In your capacity as the Chairman of the Pakistan Dairy Farmers Association write a persuasive Letter to the Editor published in the dailies “Dawn” and “The NATION”explaining the viewpoint of the dairy farmers and the factorsresponsible for theincrease in the cost of production of milk which has forced the dairy farmers to increase theirprices. You may assumeany data that you may choose to make the case of The Pakistan Dairy Farmers Association convincing and persuasive. Assume that the name of the Chairman is Abdul Rahim Khan.

Q11 As CEO of Earnest Pharmaceuticals limited you have today concluded marathon negotiations for the merger between your Company and Zenith Pharmaceuticals Limited. You would like to inform your employees about the merger, before the announcement is made public. The merger agreement contains a number of detailed clauses. At this stage, you would like to inform the employees of only the significant aspects of the merger. Draft a Circular Letter containing between 150 - 200 words, to be addressed to the employees in all cadres informing them of the circumstances which have led to the merger. They should also be informed of the imminent lay-offs to cut costs and revisions in seniority, pay packages and perquisites of the 97 | P a g e

Business Communication retained employees. The letter should also apprise the employees that important developments would be disclosed as they unfold from time to time. Assume that your name is Shahid Ahmad.

Q12 Reliable Computers Limited has recently imported 1200 computers from Taiwan. The consignment packed in 12 pallets was shipped through Eastern Freight Airways. On examination of the packages, the Consignee has found that 200 computers have been damaged due to mishandling by the loading staff. The computers have been damaged beyond repairs and have to be considered as a total loss. As Manager Imports, you are required to draft a Claim Letter to Eastern Freight Airways describing the problem and making a strong case for compensation. The Claim Letter should contain all pertinent information necessary to make a well- substantiated claim for compensation. Assume that your name is Khalil Ahmed. Q13The Children Welfare Trust, a highly reputable and well—managed organization, intends to launch a major campaign for raising funds for establishment of a network of five hundred primary and middlelevel schools in the northern areas which have witnessed widespread destruction in the recent conflict.

You are required to prepare a persuasive message to be circulated to the prospective donors seeking their help for this noble cause. The message should incorporate the principles of effective communication for eliciting a favorable and positive response from the donors. Q14 You are the manager of Elegant Furnishers which manufactures superior quality furniture exclusively for the high-end of the market. Your customers belong to the affluent class who prefer to change the decor and style of their residences at regular intervals and purchase furniture of latest contemporary designs and fashions. Each individual client is important and you would go to any lengths to retain the goodwill of these customers. Most of your customers have close social interactions and adverse comments by even a single customer may result in loss of business from other customers. MrZaman Khan, who is your valued customer, has complained that the quality of the furniture purchased by him amounting to Rs two million is not satisfactory. The quality of wood used is substandard and the workmanship of polishing of the furniture is poor. He has expressed his disappointment and asked you to replace the entire furniture. You are required to write a letter to the customer to convey your apologies for the inconvenience caused and offer to undertake the polishing and other works at your cost to the entire satisfaction of the customer. Your letter should be worded politely and convey the message that customer satisfaction is very important for you. Assume that your name is Muhammad Sadiq

Q15 Superb Fans Limited (SFL) are manufacturers of a wide range of electrical fans and have been acknowledged as a key player in the market due to the elegant design, durability and reliable 98 | P a g e

Business Communication performance of its products Since the past two years, SFL has been affected by decline in domestic demand, fall in exports due to global recession and rising prices of its essential raw material inputs. This has caused a drop in sales revenues and increase in costs resulting in sharp erosion of the company’s profitability. The board of directors has decided to strictly curtail all expenditures, including freezing of salaries, reduction in fringe benefits and withdrawal of loan facilities to employees. In your capacity as Chief Executive Officer of SFL, you are required to write a Circular Letter addressed to the staff explaining the circumstances which have forced the company to adopt stringent austerity measures. Also inform the staff that the SFL would avoid layoff of its employees as they have made invaluable contributions towards the company’s achievements. The Circular Letter should apprise the employees that the hardships would be overcome and the situation would change with the improvement in the economic conditions Assume that your name is Zahid Awan.

Q16 After the widespread floods in the country, the condition of the inter-city roads has deteriorated considerably with the result that the Goods Transporters are faced with the problems of escalating costs due to increase in commuting time, higher fuel consumption and frequent breakdowns caused by the poor condition of the roads. The collapse of bridges and the creation of temporary diversions result not only in rapid wear and tear of the vehicles but also cause serious accidents. As a result the problems of goods transporters have increased considerably and they are forced to increase the freight charges As President of All Pakistan Goods Transport Association, you are required to write a persuasive letter to the Director General, Roads and Highways Authority, explaining them gravity of the problem and requesting him for urgent measures for repairs of the inter-city roads. Assume that your name is Zahid Khan and your office is located at Badami Bagh Lahore . Q17 You are the Head of Stitching Department of Mod Garments Limited. Work on an important export order for Men’s Suits amounting to Rs 25 million is in process. While coming to work, 30workers i.e. 20 per cent of your total workforce have been seriously injured in a recent bus accident You are required to prepare an Inter-office Memo to the Head of the Human Resources Department requesting for recruitment of 25 temporary workers on an urgent basis. You may assume any details that may be considered necessary Note  Assume that your name is Sohail Ahmed  The name of the Head of the Human Resources Department is Mr. Zaheer Khan

Q18. Zenith Fan Company Limited (ZFCL) are manufacturers of different types of ceiling, pedestal and exhaust fans. ZFCL’s products are recognized as being of superior quality and command premium prices in a highly competitive business environment. A batch of Ceiling Fans of ‘Cool Air’ model was launched by ZFCL for the first time in the market through a selected group of four main distributors. The 99 | P a g e

Business Communication distributors have received numerous complaints from their customers stating that these fans have defective copper coils and are therefore unable to perform satisfactorily in the summer months. You are the Director of Electronic Fans, who is the most important distributors of ZFCL. Write a letter to Director Marketing, ZFCL advising him of the problem and requesting for free replacement of the defective fans returned by the customers. (Imagine that you are Muhammad Ahsan) Q19. Two months ago, The Environment Protection Board had ordered the closure of your Paper and Board manufacturing plant because it was discharging untreated effluent in the river causing pollution and adversely affecting the agricultural lands in the area and damaging the marine life in the river. This unit is one of the largest paper and board mill in the country. The company has since taken necessary measures to rectify the problem. As the Chief Executive Officer of the mill you are required to write a letter to the Director, Environment Protection Board requesting that the factory may be reopened to enable it to resume its manufacturing operations. You should emphasize that all necessary measures have been taken to resolve the problem. You may make assumptions of any details/information that you may consider relevant to substantiate your case for the re-opening of the mill. Assume that the name of your Company is Sterling Paper and Board Mill Limited, Lahore and you are KhaliI Ahmed. Q20.The Good Hope Children Welfare Organization, a reputable and well-managed NGO, intends to implement two hospital projects for the ‘Street Children’ in Lahore and Karachi. It is estimated that approximately 200,000 Street Children in both these cities are affected with various diseases, including life-threatening diseases. Urgent measures are required to address to this grave problem before the situation deteriorates further. You are required to prepare a persuasive message to be circulated to the prospective donors seeking their help for this worthwhile cause. The message should incorporate the principles of good communication for eliciting a positive response from the donors. Address of NGO is: The Good Hope Children Welfare Organization 250 Orangi Township Workers Avenue Karachi 45678 Assume you are the Honorary Chairman of The Good Hope Children Welfare Organization and your name is Fazal Mahmood. Q21.Consolidated Steel Mills Limited (CSML) is in the business of manufacturing and selling steel products such as round and flat bars, girders and wires used for construction purposes. Zenith Property Developers are currently executing several high-rise building projects in Lahore and Islamabad and are major buyers of these products. CSML is keen to establish business relations with 100 | P a g e

Business Communication Zenith as it would give a substantial boost to their business. As Director Marketing of CSML, you are required to write a Letter to CEO of Zenith Property Developers Limited offering to supply steel products for their projects. Note: (i) You may highlight at least three competitive strengths which give CSML a business edge over its competitors. Assume necessary details to enhance the effectiveness of the selling points in your letter. (ii) Assume that your name is Abdul Hafeez the address of your company is: Consolidated Steel Mills Limited E-43MainAvenue SITE Karachi 34500 The letter should be addressed to: Chief Executive Officer Zenith Property Developers Limited K-48 Block -5 Gulberg Lahore

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Business Communication Chapter 7 (Business Reports) Q1. Assume for the moment that you are stationed in a foreign country. Your vice president (more clearly than most) of international marketing in the United States makes this request: “Please send me pertinent information concerning the economic state the political situations the competitive environment, and the labor market of country X. I need just a brief introductory report before we go into more detail. I would appreciate receiving that information within the next couple of days.” Using the above as a request, compose a brief report that responds to her questions. Q2. The following letter report is quite good. Your job is to make it even better. Assume the customer asked about all the topics mentioned, thus, keep all the ideas but improve the report in these five ways: 1) 2) 3) 4) 5)

Insert headings Show more you- attitude Change at least five passive verbs to active voice Tabulate some listed details for easier reading Make any other minor changes desirable for good business writing.

Thank you for your request for information relating to INSURED savings accounts in this association. This reply includes facts concerning types of savings plans security of savings withdrawal of funds and necessary forms for opening an account. I am also enclosing a copy of our latest financial statement and several pamphlets of general information that give you essential facts you desire about us and the savings accounts we issue. We have two types of savings plans available a passbook savings account and a 6 month savings certificate. Briefly an insured passbook savings account may be opened for any amount at any time. Upon receipt of your remittance, we issue to you our savings passbook with the amount credited inside. Additional sums may be added in any amount and at any time you desire. Interest earnings are credited to passbook savings accounts on March 31, June 30, September 30, and December 31, of each year. This is done automatically on these dates whether you send in your passbook or not. Gold Bond stamps are given as bonus to passbook savers, as outlined on the enclosed card. The current rate of dividend on passbook savings is 5.50% per year, computed daily. In addition to our savings passbooks, we also issue insured 6 month savings certificates. Designed to offer larger, longer term investors the maximum rate for insured savings, these certificates are issued for a minimum of 1,000 with larger amounts in multiples of 100. They differ from passbook accounts in several respects. Earnings on certificates begin on the day of purchase and are paid at the end of each 6 months on maturity dates. The certificates are in certificate form, and checks are mailed to the certificate holders every 6 months from the date of issue, instead of being automatically credited to the 102 | P a g e

Business Communication account as is done on passbook accounts. Of course, if you have a passbook savings account with State Federal, the dividends on your savings certificate may be automatically credited to your passbook account upon your request. For your convenience, savings certificates are automatically renewed on the maturity dates for an additional 6 months unless you are notified at least 30 days prior to a maturity date. The current interest rate on 6 month savings certificates is 0.25% per year. Savings in this association are INSURED up to 100,000 by the Federal Savings and Loan Insurance Corporation, Washington, D.C. we are also members of the Federal Home Loan Bank system, a our funds upon the security of selected monthly reducing first mortgages on homes. So, you will see, there is really exceptional security for savings placed with us. You will probably wish some information concerning withdrawal of your funds. It has always been the policy of this association to pay withdrawals IN PART OR IN FULL without notice. We have followed this policy ever since organization in 1926. However, a savings and loan association may require notice of withdrawal if necessary, if the country should again experience an economic emergency such as prevailed in 1932-1933 it is possible that we would require notice. Under such circumstances it is quite likely that every financial institutionwould necessarily restrict withdrawals. This provision in the savings and loan laws is a wise one for the protections of the customers. For your convenience I am enclosing a signature card that may be used for either an individual or a point account. If you desire to open an account in your own mane alone, you should use form 100. If however you wish to open an account in your mane jointly with some other person probably another member of your family you should use Form 200, on the reverse side of the card. If you desire a 6 month savings certificate, the same signature card may be used, We also have trust accounts, frequently used by parents in carrying savings accounts for children, or by persons who desire to hold funds in trusts for another. Signature card forms for this type of account will be mailed to you upon request. I thank you kindly for your inquiry and extend to you a cordial invitation to use the facilities of this association. Q3. Write a short purposely to the Board of Trustees of State University for implementing Bus service for students in the University premises. Assume yourself the Manager of Student body Association. Assume the necessary details. Q4. State the minimum contents of a proposal and request for proposal

ICAP Question Bank chapter 7 Q1 Which of the below is the best description of a feasibility report? a)

Provides data of actual sales of various products classified by their quantities, territories, sales teams and distributors for a specific period 103 | P a g e

Business Communication b) Summarizes the operational activity for a particular time period c) A report that examines the viability of the proposed undertaking from its technical, commercial and economic standpoints d) Outlines the progress of the tasks in a project, including work completed, work remaining, costs incurred, remaining cost to complete the project and schedule of original and anticipated time for completion of the project Q2 The correct ordering of the listed components in a proposal is: a) b) c) d)

Problem or need, benefits of the proposal, time schedule, summary Summary, problem or need, benefits of the proposal, time schedule Time schedule, problem or need, benefits of the proposal, summary Summary, benefits of the proposal, problem or need, time schedule

Q3 Which of the following would an REP not contain? a) b) c) d)

Identification of the winning bidder Description of the work to be performed Milestones and deadlines of the proposal process Method of formal submission of the proposal

Q4 The correct ordering of the listed components in a business plan is: a) b) c) d)

Business description, financial plan, executive summary Executive summary, financial plan, business description Business description, executive summary, financial plan Executive summary, business description, financial plan

Q5 The most important component to consider when writing a business report is: a) b) c) d)

The subject The reader The objective The writer

Q6 You are the Human Resource Manager at one of the leading commercial banks in Karachi. Over the last six months, various clients have complained about the rude and unacceptable behavior of Mr. Sultan Ahmed, the Customer Services Manager of the 1.1. Chandigarh Road branch. Mr. Ahmed who has been an employee of the bank for the past 7 years, has always had a clean record and until recently has been one of the most valuable contributors to the bank. You are required to investigate and prepare a short report to be submitted to the Regional Manager, Customer Services. You may assume any necessary details.

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Business Communication Q7 As an employee of the finance department at a leasing company, put up a proposal to the senior management asking them to introduce a company funded qualification enhancement program for employees who have served a minimum of two years with the company and are grade 3 and above. This would not only be beneficial for the employees but also help the company in achieving their training and development goals. You may assume any necessary details.

Q8As a Senior Associate of a firm of professional Management Consultants, you have been assigned to lead a team who would undertake a comprehensive study of the unsatisfactory performance of an integrated textile mill with spinning, weaving and finishing facilities. Identify the Headings of the Parts of your Formal Report to be submitted to the clients. Please note only the titles of Headings of the Formal Report are required.

Q9 You have been assigned the task of preparation of a Comprehensive Report on the status and performance of an important corporate business enterprise. Give ten Headings of important Topics which would be included in your Report.

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Business Communication Chapter 8 (Communication via the Internet) Q1.The underlying global system of interconnected computer network is known as a) b) c) d)

World wide web Internet hosting Internet Server

Q2.Internet is a global system of interconnected computer network consisting of millions of network of networks from a) b) c) d) Q3.

The interconnected network in internet are linked by an array of electronic, a) b) c) d)

Q4.

Wireless technologies Optical technologies Copper wire technologies Both a and b

The basic objective of internet is a) b) c) d)

Q5.

Public sector Private and academic sector Business and Government sector All of above

Providing entertainment Transporting information Socializing Downloading movies and music

World Wide Web is an example of ________that uses the internet a) b) c) d)

Application Server Internet server provider Both b and c

Q6. The global collection of documents, images and other resources stored in millions of databases around the world a) b) c) d)

World wide web World words web World wonder web World documentary web

Q7. The documents, images and resources in World Wide Web are interconnected by__________ and referenced through a) Networking ,street addresses 106 | P a g e

Business Communication b) Hyperlinks , street addresses c) Networking , unique identifier d) Hyperlinks ,unique identifier Q8. ________Software is used to access the World Wide Web and locate and view documents, images and resources a) b) c) d) Q9.

Internet explorer, Mozilla Firefox, Opera, Apple’s safari and Google Chrome are examples of a) b) c) d)

Q10.

Search engine BIOS Web browser None of the above

World wide web Search engine Web developer Web browsers

Web pages are created through programming language…………. a) b) c) d)

HTML CDMA Http HTTPS

Q11. A physical computer dedicated to run one or more services to serve the needs of users and other computers on a network is called a) b) c) d) Q12.

Personal computer Tablet Server None of the above

Server provides services such as a) b) c) d)

Print services Web services Database storage All of the above

Q13. When in a network a computer user uses the internet accessing the World Wide Web through a web browser, his commands are first sent a) b) c) d)

Server Internet device Both a and b None of the above

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Business Communication Q14.

A generic term that describes a computer that supports on internet based service is called a) b) c) d)

Website hosting Internet protocol Internet hosting Internet service provider

Q15. That physical computer that stores our files and documents other than our own local hard drive is called

Q16.

a) File host b) Cloud storage c) Online storage d) All of the above A code that uniquely identifies a particular computer on the internet is called a) b) c) d)

Q17.

ID services IP address IU address None of the above

An IP address consist of ------- sets of numbers from o to 255 a) b) c) d)

THREE SIX FIVE FOUR

Q18. Internet host typically log the IP address of computer that access their services, thus providing -_________ useful to developer, Government and security services. a) b) c) d) Q19.

Audit trail Unique identifies Trail None of them An organization that provides physical access to the internet is called

a) b) c) d)

Internet services provider Internet supplier Both a and b None of the above

Q20. _______ stores all the pages of website making them available to computer connected to the internet a) b) c) d)

Website host Website guest File host Email host 108 | P a g e

Business Communication Q21.

A website is identified by its a) b) c) d)

Q22.

Can a single website be hosted by more than one web hosts? a) b) c) d)

Q23.

NO YES May be Don’t know

Can a single web host be, host more than one website a) b) c) d)

Q24.

IP address Domain name ISP None of the above

NO YES Don’t know May be

Apache,OS X server and windows server are e.g. of a) b) c) d)

Web page creating languages Server software Game host servers software Web hosting software

Mintex Co. is based in Islamabad and pays Friends Ltd. a monthly fee to host their corporate website. The website is MintexCo.com. Mintex Co. employees use Gmail accounts for their emails (Provided by Google). Mintex Co. pays Wateen Ltd. a monthly fee for the internet connection. Wateen will help Mintex Co. employees to access their emails account by IP addresses of their machines. Mintex Co.’s employees have used the internet for research purpose by looking and searching different websites through Google .com. Google sends the Mintex Co. server all the information required by an employee sitting on his PC. Q25. a) b) c) d)

From the above scenario identify the domain name MintexCo.com Google.com Both a and b None of the above

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Business Communication Q26.

From the above scenario identify the internet service provider (ISP) a) b) c) d)

Friends Ltd. Google Mintex Co. Wateen Ltd.

Q27. From the above scenario identify who provides the IP addresses to the PC of Mintex Co. employees a) b) c) d)

Google Mintex Co. Friends Ltd. Wateen Ltd.

Q28.

Who is the web host in the above scenario? a) b) c) d)

Q29.

Friends Ltd. Wateen Ltd. Mintex Co. Google

Who is the E-mail host in above scenario? a) b) c) d)

Q30.

Friends Ltd. Wateen Ltd. Mintex Co. Google

Identify the internet host in above scenario a) b) c) d)

Wateen Ltd. Friends Ltd. Mintex Co. server Google

Q31. Who connects Mintex Co. employees with the internet? a) b) c) d)

Wateen Ltd Friends Ltd Mintex Co. server Google server

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Business Communication Q32.

Identify the search engine used by the company’s employees a) b) c) d)

Google.com Mintex Co. com WateenCo.com None of the above

Q33.

What does a web host do? a) b) c) d)

Stores web pages Makes website available globally Stores documents and files relating to the websites All of the above

Q34.

Web host charge fee depending upon a) b) c) d)

Q35.

Disk space Bandwidth Services provided All of the above

The maximum data transfer rate of a network is called a) b) c) d)

Q36.

Disk space Band width Sophisticated technology None of the above In information technology the time a website remains available to public is termed as a) b) c) d)

Q37.

Open time percentage Close time percentage Uptime percentage Down time percentage

Uptime is usually measured in _________ a) b) c) d)

Tens Sevens Eights Nines

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Business Communication Q38. online

______ describes the suite of tools required to take order and payment for selling products

a) b) c) d)

Commerce E- commerce Bandwidth None of the above

Q39.when choosing a web host which of the following is not a key consideration a) b) c) d) e) Q40.

What type of hosting is this when the client pays for their own server machines for its websites? a) b) c) d)

Q41.

Free Standard Collocation Dedicated

In collocation hosting the websites owner a) b) c) d)

Q42.

Uptime percentage Storage space Number of domains Scalability of hosts Host location

Hosts the websites Owns the website Owns the server Hosts the server

When the web host provides on IT department to manage the server it is called. a) Unmanaged collocation b) Managed collocation c) Both a and b d) None of the above

Q43.When the website owner has its own IT department to manage the website server it is called a) b) c) d)

Unmanaged collocation Managed collocation Clustered None of the above 112 | P a g e

Business Communication Q44. Collocation is most beneficial for companies which require a) b) c) d)

Something unused High disk space Higher bandwidth None of the above

Q45.Companies with extremely popular sites will replicate the same content onto multiple server in order to provide better access to website visitors. This is called__________ a) b) c) d)

Free webhosting Dedicated webhosting Collocation web hosting Clustered web hosting

Q46. Transmission of messages over on electronic network such as internet is called ____ a) b) c) d)

Web blogs Emails Post cards Fax

Q47. The electronic version of a traditional postal system is called a) b) c) d)

Emails Fax Postal codes None of the above

Q48. In emails the address of the addressee is identified by a) b) c) d)

Domain name Postal address Email address Street address

Q49. Which of the following is not a benefit related to emails a) b) c) d)

Audit trail Virtually instantaneous transferring of messages Accessible anywhere at anytime Presence of non-verbal communication

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Business Communication Q50. Which of the following is not an emails limitation? a) b) c) d)

Email overload Spam mail Viruses Sending multiple people at once

Q51. A system used by people in different physical location to hold a virtual meeting is termed as a) b) c) d)

Teleconferencing Video conferencing Pico conferencing Audio video conferencing

Q52.Video conferencing aims to serve multiple locations with greater a) b) c) d)

Flexibility Functionality Both a and b None of the above

Q53.Which of the following benefit is not being enjoyed by commercial organization from videoconferencing? a) b) c) d)

Greater Bandwidth at lower cost No more high travelling cost Environment friendly IT initiatives All the above are being enjoyed by commercial organization

Q54. Which of the following equipment are not required for video conferencing? a) b) c) d) e)

Video input device Video output device Audio input and output devices An amplifier Data transfer devices

Q55.Systems for video conferencing in which all the necessary components are packaged into single piece of equipment are classified as a) b) c) d)

Desktop system Dedicated system Video conferencing software enabled system None of the above

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Business Communication Q56. When there are add-ons attached to a regular personal computer which transform them into video conferencing devices are called a) b) c) d)

Desktop system Dedicated system Video conferencing software enabled system None of the above

Q57. Which of the following is a limitation of the video conferencing? a) b) c) d)

Alternative to face to face conferencing Short notice meeting Desk less working Reduced focus on camera positioning

ICAP Question Bank chapter 8 QI The definition of an Internet Protocol (IP) address is: a) Another name for an email address b) A code that uniquely identifies a particular computer on the Internet denoted by four sets of numbers from 0 to 999 c) A physical computer dedicated to running one or more services to serve the needs of users and other computers on a network d) A code that uniquely identifies a particular computer on the internet denoted by four sets of numbers from 0 to 255 Q2 Key considerations when selecting a web host would least likely include which of the following: a) b) c) d)

VHF compatibility Bandwidth Number of domains required Up-time percentage

Q3 Which of the following is not a type of Web hosting? a) b) c) d)

Dedicated Weblog Two-dimension Clustered

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Business Communication Q4 Which of the following is considered a benefit of email? a) Email overload b) Emails may carry viruses which spread rapidly c) An absence of non-verbal communication such as body language might lead to misinterpretation of an email d) The sending and receiving of emails is virtually instantaneous anywhere in the world Q5 Which of the following situations would be best suited to using a memo? a) Authentic signatures of the sender are important b) Interactive communication requiring the prompt exchange of information is needed c) A company wants to advise all employees of the latest Director promotions d) Non-verbal cues are important

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Business Communication

Solutions Chapter Number 1 Q1. b) The exchange of information between the sender(s) and receiver(s) using a medium Q2. b) Non- verbal communication cues Q3. a) Communication Q4. c) Communicate Q5. A)Communication Q6. D) Maintaining relationship and acquiring or disseminating information Q7. A) and b)Keeping fully informed and up-to-date and Timely decision making Q8. D) All of the above Q9. A) Reduced profitability because of bad decision Q10. A)Choosing the right language and keeping the message as simple as possible Q11. A)Using appropriate language Q12. A)Using simple word, image building supportive material and avoiding jargons Q13. A) Internal communication Q14. A) External communication Q15. Horizontally, Diagonally and vertically Q16. Vertical communication Q17. Vertical communication Q18. Recognizes different level within hierarchy Q19. A) Vertical communication / upward communication Q20. A) Subordinates making incorrect assumption related to the level of inters, volume or negative outcome of communicating to the managers Q21. A) Lateral communication Q22. A) Horizontal communication Q23. A) Horizontal communication Q24. A) Combination Q25. A) Diagonal communication Q26. A) Diagonal communication Q27. D)All of the above Q28. A) One can mitigate what he has communicated Q29. A) Discreet and defined communication elements Q30. A) communication evolving a particular inference Q31. A) One cannot not communicate Q32. b) Inevitability of communication Q33. C) Relationship dimension of communication Q34. A) Defining relationships by punctuation. Q35. A) complementary Q36. C) one up, one down, one across communication Q37. B) symmetrical in nature 117 | P a g e

Business Communication Q38. C) complementary style Q39. A) Paralanguage Q40. C) Vocal yet nonverbal pat of communication Q41. D) Communication cycle Q42. D) Sender, Encoding, Receiver, Decoding, Feedback Q43. B) Encoding Q44. B) Decoding Q45. B) the receiver Q46. A) Sender Q47. A) Yes (Message may be communicated in the name of a team or even a whole company) Q48. B) Receiver Q49. A) Medium Q50. A) channel Q51. D) channel Q52. C) Channel, medium. Q53. A) Noise Q54. B) physical noise Q55. C) Physical noise Q56. D) psychological noise Q57. B) Psychological noise Q58. B) Physiological noise Q59. C) Physiological noise Q60. B) Semantic noise Q61. A) Technical noise Q62. A) different layer of meaning of words Q63. C) Distortion Q64. C) Misinterpretation of complete message and transition of incomplete message Q65. B) Encoding or Decoding Q66. A) Message Q67. A) Primary Q68. B) Feedback Q69. A) No (Both verbally and non-verbally) Q70. C) Formality, confidentiality, urgency, internal or external communication. Q71. A) Four (written, oral, visual, pictorial) Q72. D) Communicate with clarity and increase level of understanding Q73. A) Pictorial Q74. D) All of above Q75. B) Turn immediately towards audience and continue to speaker Q76. D) Oral communication Q77. A) Letters

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Business Communication Q78. B) Copies of documents need sending to a different physical location Q79. A) Internal instruction, policies and procedure Q80. B) Defining relationship by punctuation Q81. A) Sender-Receiver Q82. B) Same Q83. D) Barrier to communication Q84. C) Filtering of information Q85. D) Stereotyping Q86. C) Barrier Q87. A) Selective perception Q88. D) All of above Q89. B) Information and communication technologies Q90. A) Bandwidth, Sophistication and versatility of technologies, new business model and ECommerce Q91. C) Off - Shore help desks Q92. A) New business models Q93. A) E-commerce Q94. C) Both personal and business activities Q95. E) All of above

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Business Communication Chapter Number 2 1. B) Business communication 2. D) All of the above 3. D) Organization 4. A) and B) Management and Employees 5. C) Race 6. E) All of above 7. C) Stake holder 8. D) All of the above 9. C) Tactical information: related to short term opportunities 10. E) All of the above 11. E) All of the above 12. A) Internal and external communication 13. B) Formal communication 14. A) and C) Informal communication and Grape wine 15. D) Malicious 16. B) Trust worthy among managers 17. C) Both a and b 18. E) All of the above 19. A) Unfriendly and aggressive 20. E) None of the above 21. B) Objectives, receiver, structure, style 22. D) Both a and b 23. A) Primary objective 24. B) audience 25. E) all of the above 26. D) preoccupation 27. D) background noises 28. B) structuring 29. D) all of the above 30. C) Avoid information overload 31. A) Interest 32. C) End 33. B) Start with good news 34. A) Communication style 35. D) All of the above 36. E) All a ,b, c 37. B) Keep it simple, stupid 38. B) Occasionally 39. D) All of the above 40. D) All of the above

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Business Communication 41. A), b) and c) Time and sensitivity, Cost and written record and Complexity and need for interaction 42. E) All of the above 43. D) Interviews 44. E) All of the above 45. D) All of the above 46. E) All of the above 47. D) All of the above 48. C) and D) Reports: formal communication often used to convey complex and substantial information and Notice board: a static platform to communicate written messages to large audience 49. C) Telephone 50. B) Oral 51. C) Visual communication 52. B) Large pad of papers mounted on easy frame 53. A) Non-verbal communication 54. A) Non-verbal communication 55. E) All of the above 56. D) All of the above 57. B) Feedback 58. B) Noise 59. A) Distortion 60. C) Both a and b 61. A) Argument 62. C) Competition 63. B) Conflict 64. A) Constructive conflict 65. B) Destructive conflict 66. E) Applauding ideas 67. B) Informal face to face conversation, written warning ,formal written warning ,fines and dismissal 68. E) All of the above 69. A) Imply 70. A) Buffer, explanation ,main news ,give alternative ,end with positive statement

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Business Communication Chapter Number 3 1. B) The performance of the spinning department can be improved by implementing more efficient energy utilization measures. 2. B) We would request you to please make payment within 7 days in order to prevent us from referring the matter to our legal advisors. 3. B) We would be able to repair your generator and also replace the damaged parts in 2 days. 4. C) The dress which I had purchased from your shop is made of mixed silk and polyester fabric and not 100 percent silk cloth as stated by your salesman. I would not have purchased the dress if I had known that it was not made of 100 percent silk cloth. 5. D) Please send us the completed advertisement contract from along with a cheque for Rs.250,000 by September 30,2011 to retain the space booked by you in the next issue of your magazine ‘Fashion Trends’. 6. C) Our company accepts orders of Rs.2.5 million or more 7. B) The employees can avail the lunch break for 45 minutes 8. B) The inter-city bus service will wait for 15 minutes at all stops. 9. B) We offer discount to all those customers who make cash payments 10. C) You may apply for the position of security officer if your height is 185 centimeters or more. 11. B) Good type of paper is suitable for the photocopying machine 12. C) The expenditure of Rs. 500,000 on advertisement in the new Health Magazine contributed little in bringing new customers for the company. 13. B) We sell furniture on cash basis 14. A) The new management will work efficiently to increase the sales from Rs 50 million to Rs 80 billion as was the level of sales in the past. 15. A) We placed the order for the supply of cement two month ago. It is still being awaited. 16. B) The Board accepted Nine out of Twelve proposals submitted by the management. 17. A) We shall not offer discount on orders worth Rs 10,000 and above 18. B) We would be able to complete the order before the start of the next month 19. C) Employee’s tea-breaks shall be of 15-minutes. 20. B) Printing work will begin after all the revisions are reviewed. 122 | P a g e

Business Communication 21. A) We provide insurance cover for a period of six-month and above. 22. A) Completeness 23. B) and c) Give something extra when required and Answer all questions asked 24. B) Conciseness 25. B) Only relevant information should be included 26. A) considerate 27. B) and c) Exhibiting interest in audience and empathize with them and Emphasize the positive 28. C) concrete 29. A) supported with specific facts and figures 30. D) Clear 31. D) All of above 32. B) Courtesy 33. D) all of the above 34. B) Correctness 35. D) all of the above

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Business Communication Chapter Number 4 1. A) Listening 2. b) Giving ones attention to a sound 3. c) Hearing 4. c) Hear, Listen 5. b) Listening 6. b) Listening 7. A) Misunderstanding 8. B) Verbal and non-verbal cues 9. B) Perceive and understand all the components of the message 10. A) Inconsistent verbal and non-verbal 11. B) 70% 12. C) Listening 13. A) Speaking 14. A) 25% to 50% 15. C) Results oriented listeners 16. B) Arrogant and impatient 17. C) Unfocussed and time wasters 18. B) Results oriented listener 19. B) Information oriented listeners 20. A) Information oriented listeners 21. C) Information -oriented listener 22. C) People focused listener 23. A) People focused listener 24. B) Someone vague and inconclusive with too much focus on feelings 25. B) People focused listener 124 | P a g e

Business Communication 26. C) To highlight our competence 27. D) All of above 28. A) Macro 29. B) Show respect and build support 30. B) Show competence and trust 31. A) Empathies 32. A) Increasing cost on communication process 33. B) Improved confidence and self esteem 34. C) Yes, it reduces blood pressure 35. B) Listening 36. B) Active listening 37. C) Active listening 38. A) deliberate with your listening and remind yourself frequently that you need to listen 39. B) Getting yourself in the right frame of mind relaxing and focusing on the speaker only 40. D) keeping your ears clean active 41. A) allow the speaker to continue in their own time 42. A) emotions and reactions 43. A) Non-verbal communication 44. B) Kinesics 45. A) Physical distance between communicators 46. D) Criticism 47. C) Being prejudice personally 48. A) and b) Put the speaker at ease and shows that they are listening and Give themselves feedback on their own performance 49. A) Empathetic listening 50. B) Judging quickly 125 | P a g e

Business Communication 51. A) Two 52. A) The other person (speaker) 53. A) Listening " out loud" 54. A) Reflections 55. A)Reflections 56. A) Reflections 57. A) paraphrasing statement 58. A) Confirmation, compliments, Confirmation, criticism 59. A) Interpreting and understanding information that you hear 60. E) All of the above 61. A) Does this means you would like to 62. A) Time 63. C) Both a and b 64. A) Not being biased and prejudice 65. D) Defensiveness: understanding and interpreting the message but feeling blamed or attacked and naturally wanting to defend one’s position. 66. A) and b) Yes, but: conditionally agreeing with the speaker’s message and Anger: being angry at the speaker

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Business Communication Chapter Number 5 1. E) All of the above 2. E) chatting 3. E) all of the above 4. A) Audit trail 5. C) Reader 6. B) Key audience 7. C) Sales letters 8. c) and d) Complaint letters and Reference letter 9. a) Agenda 10. b) Seven 11. d) Use complex synonym of words 12. a) Definite 13. f) All of the above 14. c) By31march,8am 15. d) Each idea should be supported by illustrations 16. a) Except 17. b) Total 18. a) Clichés 19. d) All of the above 20. b) Jargons 21. a) The invoices we need have been mislaid 22. d) All of the above 23. d) all of the above 24. d) Proof reading 25. d) All of the above 127 | P a g e

Business Communication

Chapter Number 6 Answers may vary individual to individual thus no solution is given

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Business Communication Chapter Number 7 Answers may vary individual to individual thus no solution is given

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Business Communication Chapter Number 8 1. c) Internet 2. d) All of above 3. d) Both a and b 4. b) Transporting information 5. a) Application 6. a) World wide web 7. d) Hyperlinks ,unique identifier 8. c) Web browser 9. d) Web browsers 10. a) HTML 11. c) Server 12. d) All of the above 13. a) Server 14. c) Internet hosting 15. d) All of the above 16. b) IP address 17. d) FOUR 18. a) Audit trail 19. a) Internet services provider 20. a) Website host 21. b) Domain name 22. b) YES 23. b) YES 24. d) Web hosting software 25. c) Both a and b 26. d) Wateen Ltd. 130 | P a g e

Business Communication 27. D) Wateen Ltd. 28. A) Friends Ltd. 29. D) Google 30. A0 Wateen Ltd. 31. A) Wateen Ltd 32. A) Google.com 33. D) All of the above 34. D) All of the above 35. B) Band width 36. C) Uptime percentage 37. D) Nines 38. B) E- commerce 39. E) Host location 40. D) Dedicated 41. C) Owns the server 42. B) Managed collocation 43. A) Unmanaged collocation 44. A) Something unused 45. D) Clustered web hosting 46. B) Emails 47. A) Emails 48. C) Email address 49. D) Presence of non-verbal communication 50. D) Sending multiple people at once 51. B) Video conferencing

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Business Communication 52. C) Both a and b 53. D) All the above are being enjoyed by commercial organization 54. D) An amplifier 55. B) Dedicated system 56. A) Desktop system 57. D) Reduced focus on camera positioning

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