Business Communication

1. Basic Principles of Communication
Question 1
Communication is the sharing of information between two or more
persons, with continuous ______________.
Response
Feedback
Reaction
Answer
Question 2
The receiver may not always attach the same meaning to a message as
the ___________.
Sender
Correspondent
Transmitter
Recipient
Question 3
The barrier that may also occur in cross-cultural advertising and distort
the communication is ______________________.
Linguistic
Channel
Semantic
Environmental
Question 4
____________________ means listening to the meaning of the
speaker’s words, rather than listening without hearing.
Passive listening
Active listening
Ad-hoc listening
Inactive listening
Question 5

2. Which of the following is a psychological noise?
Lack of interest
Poor acoustics
Information overload
Fatigue
Question 6
______________ is an important concept of interpersonal communication.
Feedback
Response
Answer
Reply
Question 7
Communication has assumed even greater importance today, since the
new model of business is based on ____________, rather than on
____________ action.
Teamwork
Group
Individual
Single
Question 8
_____________ communication is especially suitable for resolving
conflicts between co-workers, work-related, and performance-related
problems.
Verbal
Non-verbal
Face-to-face
Written
Question 9
Communication can occur in isolation.
True

3. False
Question 10
The encoder is the person who transmits a message.
True
False
Question 11
A channel is any signal that triggers the response of a receiver.
True
False
Question 12
Your boss gives you a good performance review at a time when the
company is making profits. This is an example of chronological context
influencing the communication.
True
False
Question 13
You feel that your professor does not have anything new to say and
you do not listen to him. This is an example of physiological noise
leading to communication failure.
True
False
Question 14
Group communication usually takes place between twenty to thirty
individuals.
True
False
Question 15
As the message flow is usually one-way in mass communication,
feedback is minimal and delayed.
True
False
Question 16

4. Effective communication by managers during the employee appraisal
period can point out areas for improvement.
True
False
Types and Channels of Communication
Question 1
Two broad areas of communication are ________and __________
communication.
oral, written
verbal, non-verbal
oral, verbal
non-verbal, written
Question 2
When communicating in a cross-cultural context, it is particularly
important to avoid ____________________ of words.
literal translation
translation
miscommunication
jargon
Question 3
Colors are known for their symbolic meaning and have associations
with different _______________.
Feelings
Emotions
Attitudes
Behavior
Question 4
Identify the communication channel where the communication is oral
and non-verbal.

5. Two-way, face-to-face channels
Two-way, but not face-to-face channels
One-way, not face-to-face channels
Multiple, but not face-to-face channels
Question 5
________________________ enables two parties in different locations to
see and speak to each other.
Teleconferencing
Communication
Conferencing
Telecommunication
Question 6
When the tone of the communication is to be formal, ______________
communication is more appropriate than oral communication.
Non-verbal
Written
Verbal
Email
Question 7
Verbal communication is more likely to go wrong in a cross-cultural
context.
True
False
Question 8
Non-verbal communication can be avoided by refusing to speak or
write.
True
False
Question 9
Yellow and green are associated with negative feelings.

6. True
False
The Nature of Business Communication
Question 1
Communication between peers is essential for _______________
coordination.
functional
organizational
managerial
statistical
Question 2
Shareholders are very important internal stakeholders, since they are
the ______________ of the company.
managers
owners
directors
union members
Question 3
In Employee/Union communication, _____________ contracts the most
appropriate channel.
oral
written
graphical
all of the above
Question 4
The appropriate channels of communication with shareholders include
__________ and _____________ channels.
graphical, written
email, letter

7. letter, fax
oral, written
Question 5
__________________ communication may be defined as information that
flows from subordinates to superiors.
Horizontal
Downward
Upward
Informal
Question 6
An organizational chart specifies the _____________ and the ___________
system in the organization.
direction of information flow, hierarchy
hierarchy, reporting
authority, hierarchy
direction of information flow, reporting
Question 7
The biggest problem associated with upward communication is that it
may lead to ‘handing down’ of decisions by
_____________.
superiors
subordinates
peers
stakeholders
Question 8
An advantage of regular downward communication is ____________.
decision making
grievance redress
feedback
discipline
Question 9

8. To give technical specifications and to ensure quality and timely
delivery, communication with society is essential.
True
False
Question 10
Transparency is needed in dealings with the bank and failure to keep
them informed could lead to the company’s collapse.
True
False
Question 11
Formal communication networks are based more on friendship, shared
personal or career interests.
True
False
Question 12
Regular downward communication in the form of feedback given to
employees is the most important factor affecting job satisfaction.
True
False
The Importance of Listening in the Workplace
Question 1
Which of the following types of listening could be in the form of paying selective attention to
certain kinds of information which might be relevant to us, or which helps to meet our needs and
goals?
Evaluative listening
Appreciative listening
Empathetic listening
Therapeutic listening
Question 2
The meaning conveyed by a speaker’s ______________ behavior can be analyzed by
closely observing different aspects of the speaker’s body language and tone of voice.

9. non-verbal
oral
verbal
written
Question 3
The type of listening is used when listening to good music, poetry or a powerful speech is
________________________.
evaluative listening
empathetic listening
therapeutic listening
appreciative listening
Question 4
In the insurance industry, it has been found that good listening has led to ___________
advancement.
career
listening
skills
behavioural
Question 5
A satisfied customer is the best ________________ for any company's product.
turnover
advertisement
profit
revenue
Question 6
______________ is often interpreted as lack of understanding or attention.
Silence
Egoism
Attitude
Restlessness
Question 7

10. Listening is not only hearing and understanding the meaning of the words, but also being alert to
the _________ behaviour of the speaker.
oral
non-verbal
verbal
vocal
Question 8
Speakers talk at around 500 words per minute.
True
False
Question 9
Egocentrism is an attitudinal barrier.
True
False
Question 10
Customer orientation means identifying customer feedbacks on different products and then
satisfying their needs.
True
False
Question 11
Performance appraisal is one situation where listening to employees is of prime importance.
True
False
Question 12
A good listener always occupies the centre stage.
True
False
Question 13
Leading questions describe a fictitious situation and seek your response to it.
True
False

11. Guidelines for Written Business Communication
Question 1
_______________ is a structured thinking process that helps you to
explore and understand what you have to write.
Writing
Prewriting
Proofreading
Reviewing
Question 2
A message will be understood more clearly if ____________ nouns are
used as subjects in a sentence.
concrete
abstract
proper
collective
Question 3
Using the passive voice is a technique of _____________________.
emphasizing the doer of the action
emphasizing the receiver of the action
emphasizing the doer of the reaction
emphasizing the receiver of the reaction
Question 4
Readability is determined by ______________________________.
length of words
length of sentences
length of paragraphs
length of words and sentences

12. Question 5
You check for wordiness, long sentences, complex and incomplete
sentences when you review for macro issues.
True
False
Question 6
The expression ‘her voice was silky smooth’ is an
example of a metaphor.
True
False
Question 7
It is better to use the word “interrogate” rather than
“ask.”
True
False
Question 8
A redundancy does not serve any purpose and is a mistake since it
wastes words.
True
False
Question 9
The phrase “Thanking you in advance” is an example for
redundancy.
True
False
Question 10
According to “Fog Index” formula, the appropriate
reading level in business writing should be between eight and eleven.
True
False

13. Developing Oral Business Communication
Question 1
__________________ will not replace face-to-face meetings completely.
Teleconferencing
Telephone communication
Voice mail
Electronic mails
Question 2
Where will you elaborate the main points in a presentation?
Introduction
Body
Conclusion
Outline
Question 3
____________________ are clear sheets used with an overhead projector
to project an image on the screen. (Pick the right option)
Transparencies
Flip charts
PowerPoint
Handouts
Question 4
Name the audio-visual aids that exploit the attention getting properties
of television for maximum impact.
Videotapes
Flip charts
Handouts
PowerPoint slides
Question 5

14. ___________ consists of a large pad of thick chart paper attached to an
easel, where different pictures are shown on separate charts one at a
time, by turning the pages.
Transparencies
Flip chart
Handouts
Videotapes
Question 6
Which of the following statements are correct?1. Diagrams are two
dimensional drawings which can convey information about size, shape
and structure � for example, floor plans..2. Lists and tables are an
effective way of highlighting facts and figures and of making
comparisons
1 is correct and 2 is incorrect.
Both 1 and 2 are correct
1 is incorrect and 2 is correct.
Both 1 and 2 are incorrect.
Question 7
Conflicts between co-workers can be resolved through
teleconferencing.
True
False
Question 8
Telephone communication has the advantage of providing immediate
feedback.
True
False
Question 9
Speaking a few words without any warning or advance notice is called
speaking extemporaneously.
True

15. False
Question 10
Visuals make the information in presentations more memorable.
True
False
Question 11
It is a good practice to blank out, erase, or turn off visuals soon after
you have explained them, so that the audience can focus attention on
what you are saying next.
True
False
Reading Skills for Effective Business Communication:
Question 1
Meaningful reading or reading with understanding is considered as
_______________________.
an active process
a positive strategy
a positive process
an active strategy
Question 2
Reading for interest or pleasure is fulfilled through reading
________________, while reading to learn is associated with
_____________________.
newspaper, fiction
fiction, informative articles
timetables, comics
puzzles, recipes
Question 3
Reading is a skill, acquired through constant ________________________.

16. repetition
practice
experimentation
review
Question 4
What is defined as “looking over a text/book quickly, in order to
get a general or superficial idea of the content"? (Pick the right option)
Scanning
Extensive reading
Skimming
Intensive reading
Question 5
In which type of reading do we practice rapid reading to get a
global/overall understanding of the matter?
Intensive reading
Extensive reading
Scanning
Skimming
Question 6
The natural way of reading is ___________________, which is ideal and
helps comprehension.
intensive reading
scanning
extensive reading
silent reading
Question 7
A survey of the _____________ or ___________________ tells you
immediately whether the book contains what you need.
cover, name of author
index, bibliography

17. reviews, price
availability, number of editions
Question 8
What will sharpen your critical ability, enable you to form your own
opinions on the topic and express them to others? (Pick the right
option)
Reading
Recall
Survey
Review
Question 9
Reading for information about what is going on in your field, but
outside your own company, is called reading for internal information.
True
False
Question 10
Scanning is a kind of reading where the reading is for a very specific
purpose.
True
False
Question 11
While reading for the first time, you must just focus on the main points
or ideas and supporting details.
True
False
Internal Business Communication Guidelines for Meetings
Question 1
A special meeting called to discuss and arrange for a specific event is
___________________________.

18. information-sharing meetings
task-oriented meetings
decision-making meetings
progress meetings
Question 2
Once the need for a meeting has been determined, the next step is to
____________________ for the meeting.
start planning
start canvassing
stop planning
plan food menu
Question 3
The items to be discussed are listed in the ____________________ order
of priority in the agenda.
ascending
alphabetical
descending
chronological
Question 4
If the chairperson refers the question to the entire group to encourage
participation, the question is known as a ________.
direct question
relay question
overhead question
reminder question
Question 5
Members who have made significant contributions during the meeting
must be ___________________________________.
acknowledged individually
asked to speak less

19. given no acknowledgement
awarded a prize
Question 6
It is always a good practice to address the chairperson and avoid
___________________ and ________________________.
bi-lateral talks, mini meetings
unilateral talks, full house meetings
speaking to the house, gesticulating wildly
speaking softly, in a language not understood by all
Question 7
Information-sharing meetings may take place among co-workers or may
also involve top management.
True
False
Question 8
A basic question to be asked before planning any meeting is where to
hold the meeting.
True
False
Question 9
While opening the meeting, it is a good idea to provide an outline of
how the meeting must proceed, as well as the timeline.
True
False
Question 10
It is important for the chairperson to monitor the progress of the
meeting participants before the next meeting to ensure that the
deadlines are met.
True
False

20. Internal Business Communication: Writing Memos, Circulars and Notices
Question 1
The “To” heading of a memo mentions the name of the
____________.
receiver
sender
accountable
writer
Question 2
Which among the following is a type of memo format?
Inductive organization
Incremental organization
Deductive organization
Decremental organization
Question 3
The use of ___________________ and _______________________ is
permitted in a memo.
objective pronouns, passive voice
objective pronouns, active voice
personal pronouns, passive voice
personal pronouns, active voice
Question 4
Written communication is preferred over other forms of
communication as it provides a ________________ and ________________
record of the information that was exchanged.
measurable, editable
tangible, verifiable
practical, storable
precise, brief
Question 5

21. _______________________ means that the précis must be a brief,
shortened version of the original article.
Comprehension
Correspondence
Condensation
Complete
Question 6
Which among the following indicates the contents of an article?
Main theme
Components
Elements
Subject
Question 7
________________ is an announcement that is distributed to small or
selective groups of people within the organization.
Memo
Circular
Notice
Précis
Question 8
______________________ mentions the allegations against the employee
and asks for a written explanation within a specified time.
Show cause notice
Memo
Circular
Précis
Question 9
If the purpose of the memo is not just to inform there must be a clear
call for action.
True

22. False
Question 10
Depending on the type of notice, the duration of display of a notice is
specified under various legal provisions.
True
False
Internal Business Communication – Electronic Media and Shareholder
Communication
Question 1
An intranet is similar to a __________________, except that it operates on
an internal network that is exclusive to a particular organization.
website
email
letter
meeting
Question 2
Identify the advantage of the intranet. (Pick the right option)
Building the intranet
Maintaining content
Superior to email
Encourages grapevine
Question 3
Instant Messaging is a technology initially designed for having
_________________________ at workplaces. (Pick the right option)
one-to-many public chat
one-to-one public chat
one-to-one personal chat       
one-to-many personal chat
Question 4

23. Appropriate writing style for business IM is _____________________.
being more formal
being very informal
using emoticons
being very personal
Question 5
Email is more __________________and _______________________. (Pick the
right option).
informal, spontaneous
elaborate, spontaneous
informal, elaborate
formal, elaborate
Question 6
__________________________ take time to download and must be sent
along with an explanation in the body of the email.
Emails
Attachments
Subject lines
Inbox
Question 7
________________ makes it difficult to read a message and is therefore
considered to be rude.
All caps
Long list of recipient
Bold type
White space
Question 8
A good shareholder relation can help to raise the required
_______________ and ________________ borrowing from banks and
financial institutions.

24. loan, minimize
loan, maximize
capital, maximize
capital, minimize
Question 9
The intranet can be used to discuss and debate ideas prior to a meeting.
True
False
Question 10
In large organizations, it may be sufficient to appoint one person to
maintain the intranet.
True
False
Question 11
The very nature of email communication can make the message sound
negative, abrupt and rude.
True
False
Question 12
Periodic mailers must be sent to all shareholders, giving a fair and
truthful representation of the company’s results and progress on
various fronts.
True
False

25. External Business Communication – Writing Business Letters
Question 1
Business letters are used primarily to communicate with
________________________.
shareholders
external stakeholders
internal stakeholders
employees
Question 2
Sometimes, an ‘Attention Line’ may be included below
the __________________ in a business letter.
salutation
subject line
‘to’ address
reference
Question 3
Which of the following letters inform the buyer or customer about the
action that has been taken?
Claim letters
Adjustment letters
Goodwill letters
Persuasive letters
Question 4
The most common type of persuasive letter is a _____________.
quotation
sales letter
tender
congratulation letter
Question 5

26. A letter expressing a goodwill message should follow the ___________
organizational plan.
direct
indirect
upward
downward
Question 6
A ________________ is an opening statement in a bad news letter.
news
friendly statement
theme-statement
buffer
Question 7
In a persuasive letter, the indirect plan is called the
_____________   ____________.
AIDA, plan
AIDA, format
buffer, statement
bad, news
Question 8
Every business letter should have a salutation, a body, and a close.
True
False
Question 9
Letters giving news about sudden price increases are examples of bad
news letters.
True
False
Question 10
Letters following a direct organizational plan end with a friendly closing.

27. True
False
Question 11
The direct organizational plan is used when writing persuasive letters
such as sales letters.
True
False
Other Forms of External Business Communication
Question 1
A press release comprises brief, printed statements that outline the
________________ facts of a news story in ____________________ style.
major, journalistic
major, professional
minute, journalistic
minute, professional
Question 2
The purpose of a news or press release is to announce new
developments in your company to the ____________________.
media
public
stakeholder
competitors
Question 3
The ___________________ of the press release must elaborate on the
information contained in the introductory paragraph.
body
header
summary
caption

28. Question 4
_______________________________ tries to link a new or weak product
with the company’s well established range of products.
Advocacy advertising
Corporate identity advertising
Public Relations advertising
Corporate umbrella advertising
Question 5
Corporate advertising is ______________________, as it has to be done in
a _______________________ manner.
persuasive, long-term
expensive, sustained
sales driven, long-term
abstract, sustained
Question 6
In product advertising, the ______________________ must be persuasive
enough to convince people to buy the product.
introduction
image
message
closing
Question 7
What aspect of AIDA format focuses on making an advertisement stand
out above other advertisements?
Capture attention
Motivate action
Create interest
Induce desire
Question 8

29. The AIDA format is also known as the _________________________ model.
hierarchy of results
hierarchy of stages
hierarchy of motivation
hierarchy of effects
Question 9
_________________ is done purely to communicate the
organisation’s name and logo to public or consumers. (Pick the
right option)
Institutional advertising
Advocacy advertising
Corporate identity advertising
Public Relations advertising
Question 10
The press release must also explain whether the new development will
have a positive or an adverse impact on sections of the community.
True
False
Question 11
Product advertising is more a public relations activity than a form of
advertising.
True
False

30. Internal and External Business - Communication
Question 1
A report may be perfectly written, but may still be of poor quality, if the
_____________ is not accurate.
data collected
audience
data analysis
data interpretation
Question 2
Identify the type of report that was submitted to the government
stating that the company is following the environment regulations. (Pick
the right option)
Compliance report
Routine management report
Situational report
Policies and procedure
Question 3
The purpose of ________________ and __________________ reports is
solely to inform.
proposals, contract
policies, procedures
routine, management
situational, and crisis
Question 4
Which of the following sub-item belongs to the body of the report?
(Pick the right option)
Executive summary
Recommendations
Glossary
Content page

31. Question 5
_____________________ includes the background and purpose of the
study.
Introduction
Executive summary
Recommendations
Glossary
Question 6
Glossary section is needed only when the report is of a highly
__________________ nature and the reader is a ________________.
technical , layperson
layperson, technical
technical , functional
functional, technical
Question 7
____________ of the data is needed for the success of the report.
Correct interpretation
Correct analysis
Correct representation
Proper analysis
Question 8
Business reports must use __________________ nouns.
Concrete
Abstract
Proper
Common
Question 9
A ______________ sentence summarizes one section of the report and
leads the reader smoothly into the next section.
Transition

32. Abstract
Proper
Common
Question 10
A business report may also have the purpose of persuading or
recommending a course of action.
True
False
Question 11
As the size of the report increases, a number of extra parts can be
removed, in order to assist the reader in understanding the report.
True
False
Question 12
Index is a list of terms or keywords mentioned in the report, used
especially as an aid in searching for information.
True
False
Employment Communication – Resumes and Cover Letters
Question 1
A _________________________ is a document that summarizes your
background, educational qualifications, experience, and interests.
cover letter
resume
job application
recommendation letter

33. Question 2
______________________ resume is appropriate when you are changing
your career completely. (Pick the right option)
Functional
Cross functional
Chronological
Professional
Question 3
The general ______________________ of a resume is extremely important.
structure
look and feel
function
appearance
Question 4
The _______________________ must be straightforward and brief,
mentioning the purpose of the letter. (Pick the right option)
opening statement
address
body
closing
Question 5
A _____________________________ letter is easier to write and is more
direct and straightforward than an unsolicited application letter.
unsolicited application
solicited application
job application
cover
Question 6
__________________________ increases the likelihood of getting
candidates with initiative and foresight.

34. Resume
Cover letter
Solicited job application letter
Unsolicited job application letter
Question 7
____________________________ letters are written to prospective
employers about an applicant’s suitability for a particular job.
(Pick the right option.)
Job acceptance
Recommendation
Job refusal
Thank you
Question 8
___________________ letters are appropriate after the applicant has
attended a job interview.
Job acceptance
Recommendation
Job refusal
Thank you
Question 9
The resume that you submit on company websites or job portals is
called __________________________.
an electronic resume
a traditional resume
an e-portfolio
a cover letter
Question 10
If your experience is limited, you may also list part-time jobs,
internships, and voluntary work, under the title work experience.
True

35. False
Question 11
Cover letters can also be used to personalize your qualifications for a
specific job.
True
False
Question 12
The initial paragraph of unsolicited job application letter must ask for
action on the part of the prospective employer.
True
False
Question 13
Prospective employers like to know as soon as possible whether a job
offer has been accepted or not.
True
False
Question 14
In a traditional job search approach, you seek employment in a
particular company.
True
False
Employment Communication – Group Discussions and Interviews
Question 1
A group discussion is coordinated by a person known as the
_____________.
team leader
group leader
HR Manager
moderator

36. Question 2
Topics which require common sense, more than content knowledge are
known as __________.
knowledge-based topics
abstract topics
case-based topics
political topics
Question 3
Identify the GD in which the direction of the discussion is almost pre-
determined by the identified problem. (Pick the right option)
Knowledge-based GD
Topic-based GD
Case-based GD
Abstract type GD
Question 4
Identify the stage that arises at the end of the interview. (Pick the right
option).
Evaluation
Action
Preparation
Meeting face-to-face
Question 5
Part of _____________is to anticipate the kinds of questions that might
be asked by the interviewer.
salary discussion
interview evaluation
pre-interview planning
meeting face-to-face
Question 6
A ________________ is one where a panel of interviewers interviews a
single applicant.

37. group interview
salary discussion
conclusion
conference room
Question 7
In the _____________ stage, the interviewer suggests and determines
when the interviewee can expect the forthcoming response.
introduction
company information
candidate assessment
conclusion
Question 8
A (n) ____________ interview is one of the strategies of periodical
assessment of employees.
Appraisal
Exit
Grievances
Feedback
Question 9
Performance appraisal feedback sessions must be conducted in a
neutral setting, like a ___________________.
manager's office’
restaurant
employee’s house
conference room
Question 10
Participants with leadership skills will be easily noticed.
True
False
Question 11
You must keep interactions short and simple in a GD.

38. True
False
Question 12
Any discussion on salary should be initiated by the interviewee and not
by the interviewer.
True
False
Question 13
An interview conducted by manager of a departing employee is termed
as an exit interview.
True
False