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    Sikkim Manipal University - DDE

    Master of Business Administration

    I Semester

    MB0039-Business communication -4 credits

    (Book ID 1622)

    Model Question Paper

    Duration: 3 hours Total marks: 140

    Section A

    ESSAY TYPE QUESTIONS (10 Marks each)

    [Please answer Any Fouressay type questions in a separate page answer sheet especially

    provided for the purpose]

    1. Discuss the channels of communication. Explain the guidelines followed while

    selecting the appropriate channel. (refer to unit 2)

    2. With the help of three steps format (Preliminary parts, body of the reports and

    annexes) prepare a business report. (refer to unit 13)

    3. What are the ways in which an organisation can overcome the barriers to

    communication? (refer to unit 1)

    4.

    What are the advantages and disadvantages of intranet? (refer to unit 10)Case study

    Improving the Listening Skills of Managers at Procter & Gamble

    Introduction

    The managers of Procter & Gamble (P&G) are highly trained professionals. They work under

    heavy time pressures and tight deadlines. As a result of this, the managers were not listening

    effectively to customers and co-workers.

    LEAD group

    To improve the listening skills of the employees and managers, the Research and

    Development (R&D) department conducted a programme for middle managers and technical

    leaders. A group Leaders Effect A Difference (LEAD) was formed to attend that

    programme. The objective of the LEAD group was to increase innovation and build lasting

    relationships to increase long-term networking.

    The participants of the LEAD group could obtain the following benefits:

    Recognise the complexities of work issues.

    Accept the senior management expectation.

    Recognise the importance of helping others to solve their work issues.

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    The programme for a LEAD group begins with a 45 minute introduction to LEAD process

    and is followed by building in-depth listening skills. Listening is the main point of coaching;

    hence it plays a critical role in developing coaching.

    The lead group was structured into groups of six persons. Participants were asked to play the

    role of helper and observer. Each member of the group was assigned the role of seeker for

    one of the six LEAD sessions.

    The seeker was assigned the role of practicing the skills of helping others on work issues. The

    helper was assigned the role of practicing listening and training skills with the aim of

    assisting the seeker to think, feel, and plan.

    Outcome of the LEAD group

    Over time, the LEAD group programme was effective in motivating listening skills of

    managers.

    The LEAD group approach met the business need for improved coaching by managers and

    was successful in establishing communication with broader network of employees.

    Discussion Questions:

    5. Give the reason which made the managers ineffective listeners?

    (Hint: Refer Introduction of the case study)

    6. What are the benefits of LEAD group program to the participants?

    (Hint: Refer Lead group of the case study)

    Refer to unit 4

    Section B

    Multiple Choice Questions (MCQ)

    [Please answer allthe following questions]

    1. Communication was defined as the verbal interchange of thoughts or ideas by

    __________ .

    a. Hoben

    b. Andersonc. Allen Louis

    d. Newman and Summer

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

    a. Group

    b. Individual

    c. Mass

    d. Dyadic

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    3. In barriers, the word _______ refers to the meaning of words and the way in which they

    are used.

    a. Individual

    b. Semantic

    c. Culturald. Linguistic

    4. The medium or method used to deliver message in communication is referred as

    ______________

    a. Receiver

    b. Sender

    c. Channel

    d. Decoder

    5. According to ______________, listening is a skill which can be cultivated and developed,

    just like speaking, reading or writing.

    a. Lundsteen

    b. Judi Brownwell

    c. Tom Peters

    d. Stephen Covey

    6. Which type of listening could be in the form of paying selective attention to certain kinds

    of information which might be relevant to us?

    a. Evaluative listeningb. Discriminative listening

    c. Appreciative listening

    d. Therapeutic listening

    7. _______________ includes the belief that you are more knowledgeable than the speaker

    and that you have nothing new to learn from the speakers ideas.

    a. Wrong assumptions

    b. Attitudinal barriers

    c. Cultural barriers

    d. Physiological barriers

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

    a. Lundsteen

    b. Judi Brownwell

    c. Tom Peters

    d. Stephen Covey

    9. Which type of questions discourage yes or no kind of answers?

    a. Open questions

    b. Closed questions

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    c. Probing questions

    d. Leading questions

    10. In which stage of the writing methodology, does organising fall?

    a. Prewritingb. Writing

    c. Reviewing

    d. Analysing

    11. _____________ refers to casual words that are not accepted and recognised in a standard

    English dictionary.

    a. Slang

    b. Jargons

    c. Metaphors

    d. Phrases

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

    a. You

    b. She

    c. He

    d. I

    13. ____________ can be used to separate a phrase from the main section of a sentence,

    when it is not related to it grammatically.a. Apostrophe

    b. Dash

    c. Brackets

    d. Comma

    14. Spoken words, however perfect, can convey a negative message, if the _____________ is

    not consistent with what is said.

    a. Tone of voice

    b. Body movement

    c. Volume of voice

    d. Emphasis

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

    a. Parallelism

    b. Courteous

    c. Phrase

    d. Presumptuous

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

    a. Personal experience

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    b. Recognition of the writer's meaning

    c. Pure, literal reading

    d. Pictorial reading

    17. Reading for interest or pleasure is fulfilled by reading ___________.a. Informative articles

    b. Fiction

    c. Newspapers

    d. Emails

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

    a. Experimentation

    b. Practice

    c. Knowledge update

    d. Interpretation

    19. Which reading type is done to grasp main ideas and review materials by skipping the

    details?

    a. Scanning

    b. Extensive reading

    c. Intensive reading

    d. Skimming

    20. When you see the spelling, pronunciation, meaning and also the various uses of the sameword while reading, it can be termed as _____________.

    a. Skimming

    b. Intensive reading

    c. Scanning

    d. Silent reading

    21. Extensive reading is enjoyable as well as ____________.

    a. Informative

    b. For pleasure

    c. Imaginative

    d. Detailed

    22. The intranet allows you to create a _________ where you could save your most recent

    file.

    a. Central location

    b. Secure location

    c. Private location

    d. Invisible location

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    23. The minute an e-mail message is sent, multiple copies are created on your own Personal

    Computer (PC) and server. Which principle of e-mail communication does this speak of?

    a. Pay attention to the tone

    b. Place important information first

    c. Watch the contentd. Set aside time to check e-mail

    24. What is the WIFM rule?

    a. What's the forwarded message

    b. What's in it from me

    c. What's in it for me

    d. Wi fi machine

    25. Which e-mail etiquette refers to use of three magic words, 'Please', 'Thank you' and

    'Sorry'?

    a. Use friendly salutations and sign offs

    b. Respond promptly

    c. Avoid sending junk mail

    d. Mind your P's and Q's

    26. Instant Messaging happens over ___________ within an organisation.

    a. Intranet

    b. Extranet

    c. Internetd. Wi-fi

    27. Lack of communication during ________ encourages the grapevine among shareholders

    and leads to false rumours.

    a. Loss

    b. Failed strategy

    c. Crisis

    d. Developments

    28. Business letters differ from personal letters in terms of degree of formality, tone, style and

    __________ used.

    a. Language

    b. Content

    c. Format

    d. Length

    29. A discourteous or rude letter can make one lose business. Which principle of business

    letter writing should be kept in mind?

    a. Directness

    b. Clarity

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    c. Courtesy

    d. Appearance

    30. Which component of the business letter indicates the letter number, from which

    department of the company the letter is being sent and the year?a. Heading

    b. Reference number

    c. Subject line

    d. Attention line

    31. ___________ are routine letters that have no business objective, but are sent purely for

    building good rapport with external stakeholders.

    a. Goodwill letters

    b. Routine adjustment letters

    c. Routine request letters

    d. Persuasive letters

    32. Persuasive letters are similar to ______________ which follow the AIDA format.

    a. Memo

    b. Press releases

    c. E-mails

    d. Advertisements

    33. The physical features of the work environment such as furniture, room size and seatingarrangement are a part of _________ space.

    a. Social

    b. Personal

    c. Intimate

    d. Physical

    34. _________ are brief, printed statements that outline the major facts of a news story in

    journalistic style.

    a. Breaking news

    b. Press releases

    c. Headlines

    d. News articles

    35. What does USP stand for?

    a. Unique Social Perspective

    b. Unique Selling Presentation

    c. Unique Selling Proposition

    d. Unique Sales Point

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    36. What can be defined as advertising that sells the organisation to its various public?

    a. Corporate product

    b. Advertising product

    c. Institutional advertising

    d. Corporate advertising

    37. Which type of advertising are we referring to when we say that it is aimed at special

    public such as the media, suppliers and dealers, to correct communication problems with

    them?

    a. Corporate identity advertising

    b. Institutional advertising

    c. Public relations advertising

    d. Advocacy advertising

    38. When a company pays to get itself linked with some sporting or other event, where it gets

    to display its logo and corporate message, it is called as ____________.

    a. Corporate sponsorship

    b. Corporate umbrella advertising

    c. Public service advertising

    d. Public relations advertising

    39. Why is it important to establish clear-cut objectives for corporate advertising such as

    image change or attitude change?

    a. For specific messageb. For creative advertisements

    c. For evaluation of effectiveness

    d. For memorable advertisements

    40. ______________ lists your education and experience in reverse order and describes your

    most recent job or qualification first.

    a. Functional resumes

    b. Chronological resumes

    c. Application letters

    d. Cover letters

    41. Resumes and ________ are used by prospective employers to screen and shortlist

    candidates.

    a. Interviews

    b. Telephonic conversation

    c. Cover letters

    d. Group discussions

    42. Which of the below mentioned statements is true for resume writing?

    a. You may include personal references on your resume.

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    b. You may include the reason for leaving your previous jobs, so as to provide information

    before hand.

    c. Do not use odd-size paper or loud colours.

    d. You may include references to areas of your life that are not business related in order to

    prove your credibility.

    43. In which section of the job application, should the individual be addressed formally either

    by his/ her last name or the designation?

    a. Salutation

    b. Opening

    c. Body

    d. Closing

    44. Highlighting some of your outstanding qualifications, would form which part of the

    AIDA format?

    a. Creating interest

    b. Getting attention

    c. Inducing desire

    d. Asking for attention

    45. __________ must be sent out even if the applicant does not stand a chance of getting the

    job.

    a. Job acceptance letter

    b. Job refusal letterc. Thank you letter

    d. Recommendation letter

    46. A group discussion is done to gauge the _________ traits of an individual.

    a. Behavioural

    b. Personality

    c. Discipline

    d. Leadership

    47. The group size in a GD ranges between ____________.

    a. 8 to 15

    b. 4 to 8

    c. 10 to 15

    d. 6 to 12

    48. ___________ is as important in a GD as speaking.

    a. Interrupting

    b. Leading

    c. Mental notes

    d. Listening

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    49. _________ topics cover current economic and non-economic issues in a GD.

    a. Topic-based

    b. Abstract-based

    c. Knowledge-basedd. Case-based

    50. Which topics require common sense more than content knowledge?

    a. Abstract topics

    b. IT topics

    c. Sports related topics

    d. Social topics

    51. Consider the following statements with respect to individual taking certain actions to

    overcome the communication barriers.

    1. Messages should be worded clearly and without ambiguity, to make sure that the message

    that is received is the same as the message that is sent.

    2. Usage of unnecessary technical terms can lead to misunderstandings. Hence, an individual

    has to avoid using technical words in written communication.

    State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- True

    c. 1- True, 2- False

    d. 1- False, 2- False

    52. 1. ________________can provide feedback to the group members and make

    suggestions to remedy problems in group communication.

    2. The group communication processes result in a group outcome like a

    ____________________or a plan.

    a. 1- Manager, 2- Networking

    b. 1- Facilitators, 2- Decision

    c. 1- Employees, 2- Informal relation

    d. 1- Client, 2- Self-assessment

    53. Consider the following statements with respect to effective communication:

    1. Communication could be through the use of words in spoken or written form, or through

    the use of body language such as gestures and facial expressions.

    2. In organisational barrier, each level may add to, modify or completely change the message,

    so much so that it becomes distorted by the time it reaches the intended receiver.

    State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- True

    c. 1- True, 2- False

    d. 1- False, 2- False

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    54. Consider the following statements with respect to team functions:

    1. Mass audiences are from a diverse background and have similar socio-political

    characteristics. They are spread over a large geographical area.

    2. The written channel is more appropriate when the communication is more formal or forkeeping things on record, while emotional messages such as feelings about co-workers are

    better conveyed orally.

    State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- True

    c. 1- True, 2- False

    d. 1- False, 2- False

    55. 1. ________________can be barriers to listening, since they interfere with the ability

    to understand the meaning of words that are pronounced differently.

    2. A manager doing a performance review of a subordinate should take care not to do a

    _______________review, where the subordinate is criticised for poor performance.

    a. 1- Colloquialism, 2- Mixed

    b. 1- Accents, 2- Destructive

    c. 1- Slangs, 2- Casual

    d. 1- Vernacularism, 2- Self-assessment

    56. Consider the following statements with respect to effective communication:

    1. In listening, one is engaged in processing the information, reconstructing the informationand also giving meaning to the information.

    2. Listening involves the following four steps hearing, interpreting, evaluating and

    responding.

    State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- True

    c. 1- True, 2- False

    d. 1- False, 2- False

    57. Consider the following statements with respect to team functions:

    1. Physiological barriers refers to distraction in the environment such as the sound of an air

    conditioner, cigarette smoke, or an overheated room.

    2. It is wrong to assume that communication is the sole responsibility of the sender or the

    speaker and listeners have no role to play.

    State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- True

    c. 1- True, 2- False

    d. 1- False, 2- False

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    58. Consider the following statements with respect to reading in business context:

    1. Business executives also need to equip themselves with reading skills, in order to succeed

    in the workplace.

    2. The types of reading that you will have to do at the workplace will be same you will onlyhave to do extensive reading of professional books, magazines and journals.

    State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- True

    c. 1- True, 2- False

    d. 1- False, 2- False

    59. 1. When you read for necessary background information about what is going on

    within the company, it is called reading for ____________ information

    2. Similar to listening, reading for many of us, is a _____________ process, where we sit

    down, relax and run our eyes through the words on the page.

    a. 1- External, 2- Mixed

    b. 1- Internal, 2- Passive

    c. 1- Self, 2- Casual

    d. 1- Confidential, 2- Assessment

    60. Consider the following statements with respect to effective reading:

    1. To read efficiently, one has to have knowledge of the world (experience/background

    knowledge).2. Peoples interest in reading is so varied that any text could meet any purpose.

    State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- True

    c. 1- True, 2- False

    d. 1- False, 2- False

    61. Consider the following statements with respect to SQ3R Technique of reading:

    1. In second step of SQ3R technique, survey helps you to find out the authors name, date,

    place of publication, content in the book and title page.

    2.In 'Question' technique, don't treat reading as an automatic process. It has to be conscious

    and deliberate, with a definite purpose, where you interact with the topic and the author.

    State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- True

    c. 1- True, 2- False

    d. 1- False, 2- False

    62. Consider the following statements with respect to importance of intranet for business

    communication:

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    1. Once the intranet has been set up, someone has to be responsible for maintaining and

    updating the information on a continuous basis.

    2. Once the intranet has been set up, employees have to be familiarised on their own about

    the usage of intranet. This involves less investment of time and money.

    State True or False:a. 1- True, 2- True

    b. 1- False, 2- True

    c. 1- True, 2- False

    d. 1- False, 2- False

    63. 1. If the business communications or a transaction happens over e-mail, directly

    between the company and consumers it is called ________________ e-mails.

    2. e-mail _____________ can lead to your inbox becoming cluttered, with more messages

    than you can handle.

    a. 1- Business-to-Business, 2- Junk

    b. 1-Business-to-Customer, 2-Traffic

    c. 1- Business-to-Organisation, 2- Phishing

    d. 1- Business-to-Business, 2- Overload

    64. Consider the following statements with respect to Instant Messaging (IM):

    1. Instant Messaging (IM) is a technology initially designed for having one-to-one personal

    chat at workplaces.

    2. To complete the instant message you have to send it. Before you send it, select a basic font

    setting.State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- True

    c. 1- True, 2- False

    d. 1- False, 2- False

    65. 1. In WIFM ( Whats in it for me?) the benefits of your message to the reader must

    be emphasised. This involves the use of the ______________ person pronoun.

    2. e-mail must not become a substitute for ____________________ interaction at the

    workplace or use valuable time that could be spent on other important jobs.

    a. 1- First, 2- Verbal

    b. 1-Third, 2- Formal

    c. 1- First, 2- Casual

    d. 1- Second, 2- Face-to-face

    66. Business letters can be used to _________________ different messages to a variety of

    _________________.

    a. Communicate, institute

    b. Receive, customers

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    c. Send, organisation

    d. Communicate, audiences

    67. Consider the following statements:

    1. Business letters are used primarily to communicate with external stakeholders such asconsumers, intermediaries, government and bankers.

    2. Business letters are much more formal than general letters.

    State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- False

    c. 1- False, 2- True

    d. 1- True, 2- False

    68. Business letters should be ___________ and ____________, avoiding unnecessary details

    and round about expressions.

    a. Specific, lengthy

    b. Precise, technical

    c. Brief, to the point

    d. Detailed, clear

    69. Consider the following statements:

    1. Business letters should be clearly worded and avoid the use of jargon, technical terms and

    slang words.

    2. Technical words should be used, so that there is no ambiguity.State True or False:

    a. 1- True, 2- False

    b. 1- False, 2- True

    c. 1- True, 2- True

    d. 1- False, 2- False

    70. Public relations involve maintaining _________ and projecting a _____________ of the

    organisation among the public both internal and external stakeholders.

    a. Welfare, positive image

    b. Goodwill, favourable image

    c. Relations, profits

    d. Public image, corporate strategy

    71. There are two approaches to write a resume depending on your experience and

    accomplishments. They are ________________ and ________________ resume.

    a. Chronological, solicited

    b. Reference, recommendation

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    c. Solicited, unsolicited

    d. Chronological, functional

    72. Consider the following statements:

    1. From a prospective employers point of view, it serves as a screening device, helping toselect the most worthy candidates for a particular position and to eliminate the others.

    2. It is a good practice to write the resume before the job application letter as the resume

    helps to identify the ideas that must be highlighted in an application letter.

    State True or False:

    a. 1- True, 2- True

    b. 1- False, 2- False

    c. 1- False, 2- True

    d. 1- True, 2- False

    73. The interview conducted for periodical assessments of employees in an organisation is

    termed as ____________.

    2. The individual conducting _________ interview, gives information about group insurance,

    provident fund, or other benefits and also how and when the dues will be paid.

    a. 1- Appraisal, 2- Grievance

    b. 1- Grievance, 2- Exit

    c. 1- Appraisal feedback, 2- Appraisal

    d. 1- Appraisal, 2- Exit

    74. 1. The GD is coordinated by a ________ who is a neutral person from theorganisation conducting the interview.

    2. ________ GDs are more difficult, since they require analytical, decision-making and

    problem-solving skills.

    a. 1- Moderator, 2- Case based

    b. 1- Interviewer, 2- Topic based

    c. 1- Human Resource executive, 2- Abstract

    d. 1- Top management person, 2- IT based topics

    75. Consider the following statements with respect to Interviews:

    1. During the interview, the interviewee must anticipate the questions that might be asked.

    2. During the interview, the interviewee must pay attention to using the correct body

    language.

    State True or False:

    a. 1- True, 2- False

    b. 2- False, 2- True

    c. 1- True, 2- True

    d. 1- False, 2- False