Business Communications

Unit1 - 1 Mark Quiz Questions

1.Communication becomes a two-way process when there is

a. Message

b. Channel

c. Feedback

d. Receiver

2. The following is true of face-to-face communication

a. Ability to solve problems

b. No immediate feedback

c. No possibility of non-verbal communication

d. Impersonal nature

3Aconstructive review of performance includes all the following, except

a. Pointing out areas for improvement

b. Positive feedback

c. Counseling the employee

d. Criticizing the employee

4signal that triggers the response of the sender is known as

a. Context

b. Message

c. Feedback

d. Channel

5A smile is an example of _________feedback

a. Oral

b. No

c. Written

d. Non-verbal

6. A tendency to judge the views of others is

a. Channel barrier

b. Non-verbal barrier

c. Individual barrier

d. Organizational barrier

7. All the following are characteristics of communication, except

a. Dynamic

b. Unavoidable

c. process

d. One way exchange of information

8. An example of an organizational barrier to communication is

a. No coordination between departments

b. Negative body language

c. Use of a foreign language

d. Wrong choice of channel

9.An example of individual action to overcome barriers to communication is

a. Active listening

b. Departmental coordination

c. Using multiple communication channels

d. Reducing the number of levels in an organization

10.An example of organizational action that could be taken to overcome barriers to

communication is

a. Carefully worded messages

b. Climate of openness

c. Passive listening

d. Selection of right channels

11.Anderson defines communication as follows Communication is the ____________ by

which we understand others and endeavor to be understood by them

a. Process

b. Act

c. Exchange

d. Communion

12.Another name for an environmental barrier to communication is

a. Physiological noise

b. Psychological noise

c. Physical context

d. Physical noise

13. Another name for receiver is

a. Sender

b. Encoder

c. Decoder

d. Transmitter

14.Body language includes

a. Physical appearance

b. Tone of voice

c. Arriving on time

d. Gestures

15.Communication can lead to improved employee performance at the time of

a. Conflicts between co-workers

b. Interaction with external audiences

c. Performance appraisal

d. New technology introductions

16. Communication is a process involving the selection, production and transmission of

signs in such a way as to help a receiver perceive a meaning similar to that in the mind of

the communicator. This definition of communication was given by:

a. Berelson and Steiner

b. Bellows, Gilson and Odirone

c. Fotheringham

d. Newman and Summer

17.Communication skills include all the following, except

a. Oral skills

b. Written skills

c. Technical knowledge

d. Listening skills

18.ommunication starts with :

a. Message

b. Feedback

c. Sender

d. Channel

20.Differences in values and perceptions is a

a. Cultural barrier

b. Linguistic barrier

c. Semantic barrier

d. Individual barrier

21.Noise may be classified into the following number of categories :

a. Two

b. Five

c. Three

d. four

22.Non-verbal barriers to communication include all the following, except

a. Tone of voice

b. Gestures

c. Use of technical language

d. Body language

e. Facial expressions

23.Semantics refers to

a. Grammar and vocabulary

b. Pronunciation and accent

c. The meaning of words

d. Tone of voice

24. The external environment of an organization includes

a. Subordinates

b. Co-workers

c. Government

d. Superiors

25.The new model of business is based on

a. Customer focus

b. Teamwork

c. Information Management

d. Individual action

26.The number of key elements in the communication process is :

a. Four

b. Seven

c. Six

d. Five

27.The success of communication depends on

a. Channel

b. Sender

c. All the communication elements

d. Receiver

28.Which of the following elements of communication can be intentional or unintentional

a. Receiver

b. Sender

c. Message

d. Channel

29.Which of the following is not a type of context

a. Social

b. Physical

c. Psychological

d. Chronological

Unit2 - 1 Mark Quiz Questions

l. the following are examples of one-way, non face-to-face communication, except

a. Memos

b. Email

c. Reports

d. Letters

2.All the following are examples of two-way face-to-face communication, except

a. Email

b. Group meetings

c. Presentations

d. One-to-one meetings

3.All the following aspects of non verbal communication can convey emotions, except

a. Time language

b. Tone of voice

c. Colors

d. Body language

4.An example of two-way, non face-to-face communication is

a. Performance appraisals

b. Letters

c. Reports

d. Telephone communication

5.Layout in a work environment refers to

a. Type of carpeting

b. Colors of interiors

c. Type of furniture

d. Type of seating arrangement

6. One advantage of two-way, non face-to-face channels is

a. More practical

b. No possibility of non-verbal communication

c. Impersonal in nature

d. Helps to solve problems

7.One characteristic of one-way, non face-to-face communication is

a. Command over receiver

b. No immediate feedback

c. Personal nature

d. Possibility of non-verbal communication

8. One disadvantage of non-verbal communication is that it

a. Cannot express all messages

b. Is powerful

c. Cannot be used in the workplace

d. Is offensive

9.One disadvantage of verbal communication is that it

a. May send conflicting signals

b. May be worded inaccurately

c. Cannot be avoided

d. Cannot express ideas

10.One guideline for effective verbal communication is

a. Use jargon

b. Use abstract terms

c. Use non sexist language

d. Use the language of advertising

11.One unique characteristic of non-verbal communication is that is

a. Uniform across cultures

b. Dynamic

c. A process

d. Unavoidable

12.Oral face-to-face communication is appropriate for

a. Improving relationships

b. Keeping a permanent record

c. Highly formal communication

d. Conveying complex ideas

13.Paralanguage includes all the following, except

a. Pitch of voice

b. Type of words used

c. Pace of speech

d. Volume of voice

14.Physical context includes the following aspects

a. Physical appearance

b. Color, layout and design

c. Semi fixed space

d. Fixed space

15.The communication term for body language is

a. Kinesics

b. Time language

c. Proxemics

d. Paralanguage

16.The communication term for the space and distance which we choose to keep from

people is

a. Personal space

b. Proxemics

c. Social and public space

d. Intimate space

17.The following is a characteristic of time language

a. Same for all people

b. Can convey positive or negative messages

c. Does not play a role in the workplace

d. Uniform across cultures

18.The most important area of non verbal communication is

a. Kinesics

b. Proxemics

c. Physical context

d. Time language

19.The two broad areas of communication are

a. Oral and non-verbal communication

b. Oral and written communication

c. Verbal and written communication

d. Verbal and non-verbal communication

20.Which of the following are examples of oral communication

a. Meetings, memos and performance reviews

b. Reports, presentations and performance reviews

c. Meetings, memos and presentations

d. Meetings, presentations and performance reviews

21.Which of the following are examples of written communication

a. Letters and voicemail

b. Reports and email

c. Presentations and email

d. Circulars and voicemail

22.Which of the following aspects of non verbal communication is not within ones

control

a. Body shape

b. Posture

c. Tone of voice

d. Physical appearance

23.Which of the following is a characteristic of two-way face-to-face channels

a. No immediate feedback

b. Use of non-verbal communication

c. Easy to set up

d. Impersonal nature

24 Which of the following is an advantage of oral over written communication

a. High effectiveness for detailed messages

b. High interactivity

c. High cost

d. Highly formal nature

25.Which of the following is an advantage of written over oral communication

a. Highly personalized

b. High degree of control over receiver

c. Permanent nature

d. High level of feedback

26.Which of the following types of non-verbal communication is closest to verbal

communication

a. Paralanguage

b. Time language

c. Kinesics

d. Proxemics

27.Written communication is appropriate for all the following, except

a. Keeping a permanent record

b. Conveying information of a technical nature

c. Conveying a large amount of information

d. Commanding control over the receiver

28.____________ is used to communicate within an organization, using email

a. Intranet

b. Voice mail

c. Telephone

d. Teleconferencing

Unit3 - 1 Mark Quiz Questions

1.A formal communication network includes all the following, except :

a. Information flow within the organization

b. Unofficial channels

c. Hierarchy

d. Information flow in a particular direction

2.All the following are advantages of the informal communication network, except :

a. Confirms important information

b. Information not sent through official channels

c. Fills gaps left by formal network

d. Can be used constructively

3.All the following are external stakeholders of an organization, except:

a. Media

b. Government

c. Shareholders

d. Suppliers

4.All the following describe a compressed organizational pyramid, except:

a. More empowerment

b. Importance of vertical communication

c. Diminished hierarchy

d. Larger span of control

5.An advantage of regular downward communication is :

a. Giving job instructions

b. Explaining company policies

c. Teamwork

d. Feedback on performance

6. B2B communication involves communication with :

a. Society

b. Media

c. Suppliers

d. Consumers

7.Building trust and confidence is the overall objective of communicating with :

a. Employees unions

b. Shareholders

c. Subordinates

d. Peers

8.Communicating about involvement in social development is part of :

a. Advertising

b. Marketing

c. Corporate social responsibility

d. Public Relations

9.Communication between a Marketing manager and a Human Resource manager is part

of :

a. Lateral communication

b. Upward communication

c. Informal communication

d. Downward communication

10 Communication with superiors involves:

a. Welfare aspects

b. Public relations

c. Problem solving

d. Disciplinary matters

11.Crisis communication is part of :

a. Mass communication

b. Marketing

c. Public Relations

d. Advertising

12.Functional coordination is one important reason for communicating with :

a. Peers

b. Employees unions

c. Subordinates

d. Superiors

13.Good credit rating is important for which of the following reasons?

a. Restore the image of the company

b. Increase shareholder wealth

c. Increase borrowing ability

d. Market the companys products

14.Intermediaries include all the following, except :

a. Franchisees

b. Retailers

c. Suppliers

d. Distributors

15.Lack of ______________ when communicating with bankers could lead to the

companys collapse :

a. Public Relations

b. Sophistication

c. Transparency

d. Involvement

16.Message overload is a disadvantage of :

a. Downward communication

b. Upward communication

c. Lateral communication

d. Horizontal communication

17.Motivation is the overall objective of communicating with :

a. Bankers

b. Suppliers

c. Intermediaries

d. Government

18.One channel of communication with shareholders is :

a. Written contracts

b. Strategy presentations

c. One-to-one meetings

d. Conferences

19.One channel of communication with society is :

a. Online channel

b. Public service advertising

c. Formal letters

d. Review meetings

20.One channel of communication with the media is :

a. Formal letters

b. Periodic reports

c. Advertising

d. Press releases

21.One reason for downward communication is :

a. Sharing feelings about co-workers

b. Solving work related problems

c. Assessing performance

d. Co-ordination of tasks

22.Public Relations is needed for communication with all the following stakeholders,

except:

a. Suppliers

b. Media

c. Government

d. Society

23.The biggest advantage of upward communication is :

a. Suggestions from employees

b. Teamwork

c. Accepting decisions of top management

d. Problem solving

24.The biggest disadvantage of horizontal communication is :

a. Ego conflicts

b. Destructive reviews

c. Handing down of decisions

d. Message overload

25.The hierarchical structure of an organization is described by :

a. Formal communication network

b. Organizational pyramid

c. Flow chart

d. Informal communication network

26.The informal communication network is also known as :

a. Gossip

b. Rumors

c. Grapevine

d. Transparency gap

27.The overall objective of communicating with suppliers is :

a. More borrowing ability

b. Persuasion

c. Motivation

d. On-going relationship

28.Which of the following describes an informal communication network?

a. Information flow in a particular direction

b. Information flow outside the work environment

c. Network created by top management

d. Information flow through official channels

Unit4 - 1 Mark Quiz Questions

1.All the following are approaches to listening to the customer, except:

a. Apologize

b. Thank

c. Doubt the customer

d. Satisfy

2.All the following are examples of physical barriers to listening, except :

a. Information overload

b. Traffic noise

c. Poor sound system

d. Hearing deficiencies

3.All the following are true of listening, except:

a. Hard work

b. An active process

c. A skill that can be developed

d. A skill that one is born with

4.All the following are wrong assumptions, except :

a. Listening is passive

b. Speakers are more powerful than listeners

c. Listening is active

d. Communication depends on the sender

5.All the following non-verbal cues indicate active listening, except:

a. Silence

b. Erect posture

c. Nodding of the head

d. Eye contact

6.An example of verbal communication to indicate active listening is :

a. Asking questions of yourself

b. Seeking clarifications

c. Reviewing what has been said

d. Making notes

7.Another name for dialogic listening is :

a. Relational listening

b. Active listening

c. Empathetic listening

d. Therapeutic listening

8..Faking attention is an example of :

a. Attitudinal barrier

b. Bad listening habit

c. Lack of training

d. Physiological barrier

9.Listeners have the ability to process information at the rate of :

a. 400 words per minute

b. 500 words per minute

c. 300 words per minute

d. 100 words per minute

10.Listening actively to a complaining customer involves :

a. Repeating the problem to understand it properly

b. Offering a solution immediately

c. Apologizing to him

d. Thanking the customer

11.Listening has been found to be particularly important in which type of industry?

a. Manufacturing

b. Consumer Durables

c. Fast Moving Consumer Goods

d. Services

12.Listening has been identified as one of the seven habits of highly effective people by :

a. Stephen Covey

b. Tom Peters

c. Lundsteen

d. Lee Iacocca

13.Listening is often thought to be synonymous with :

b. Speaking

c. Reading

d. Writing

14.Listening to employees is part of :

b. Lateral communication

c. Horizontal communication

d. Downward communication

15.Men are more likely to listen for :

b. Tone of voice

c. Feelings

d. How something is said

16.One of the first to recognize the need for organized training programs in listening

skills was :

a. Tom Peters

b. Lundsteen

c. Stephen Covey

d. Lee Iacocca

17.One way of using the listener-speaker gap constructively is to :

a. Focus on the non-verbal message

b. Focus on delivery

c. Anticipate what the speaker may say next

d. Focus on content

18.Real listening means focusing on the speakers:

a. Emotions

b. Content

c. Non-verbal behavior

d. Delivery

19.Speaking in a different accent is an example of :

a. Cultural barrier

b. Bad listening habit

c. Lack of training

d. Attitudinal barrier

20.The importance of listening over speaking was emphasized by :

a. David Schwartz

b. Lee Iacocca

c. Tom Peters

d. Stephen Covey

21.The interviewer has to do more of the listening, during :

a. Exit interview

b. Telephone interview

c. Job interview

d. Group interview

22.The listener-speaker gap is an example of :

a. Physical barrier

b. Attitudinal barrier

c. Lack of training

d. Physiological barrier

23.The most basic type of listening is known as :

a. Comprehension listening

b. Discriminative listening

c. Evaluative listening

d. Appreciative listening

24.The type of listening needed during a job interview is :

a. Comprehension listening

b. Therapeutic listening

c. Evaluative listening

d. Empathetic listening

25.Which of the following is not a characteristic of a good listener?

a. Problem solving nature

b. Curiosity

c. Egocentrism

d. open-mindedness

26.Which type of channel is best suited for accurate listening?

a. Voicemail

b. Teleconferencing

c. Face-to-face meeting

d. Telephone

27.Which type of listening is important during a performance appraisal?

a. Therapeutic listening

b. Comprehension listening

c. Evaluative listening

d. Appreciative listening

28.Which type of listening is important when dealing with customer complaints?

a. Empathetic listening

b. Evaluative listening

c. Appreciative listening

d. Discriminative listening

Unit5 - 1 Mark Quiz Questions

1.A ___________ does not serve any purpose, since it wastes words:

a. Metaphor

b. Pronoun

c. Redundancy

d. Cliche

2.A worn expression is known as :

a. Slang

b. Jargon

c. Cliche

d. Redundancy

3.All the following are common errors made in English, except:

a. Jargon

b. Cliches

c. Frequently misused words

d. Redundancies

4.Confusing between noun and verb arises with regard to :

a. Tenses

b. American and British English

c. Vowels

d. Spellings

5.In business writing, tone depends on :

a. Punctuation

b. Spellings

c. Choice of words

d. Active or passive voice

6. Nouns that cannot be visualized are known as :

a. Abstract nouns

b. Common nouns

c. Concrete nouns

d. Proper nouns

7.One advantage of using the passive voice is that it :

a. Draws attention to the doer of the action

b. De-emphasizes a negative idea

c. Gives a clearer picture to the receiver of the message

d. Conveys ideas more vividly

8.One broad principle of general writing is

a. Write to impress not to express

b. Tone

c. Write to express, not to impress

d. Emphasis and subordination

9.One principle of business writing is :

a. Writing at the appropriate reading level

b. Correct usage of parts of speech

c. Active vs. passive voice

d. Keep it short and sweet

10. Readability is determined mainly by

a. Length of words

b. Active and passive voice

c. Punctuation

d. Spelling

11. Superlatives should be avoided when using which of the following parts of speech?

a. Prepositions

b. Adverbs

c. Pronouns

d. Nouns

12.Techniques of emphasis include all the following except :

a. Repetition

b. Numbering of ideas

c. Active voice

d. Use of first person pronoun

13.The Fog Index for business writing should be between

a. nine(9) to 12

b. nine(9) to 11

c. eight(8) to 12

d. eight(8) to 11

14.The Fog Index measures :

a. Number of difficult words

b. Readability of a text

c. The average length of sentences

d. Number of syllables

15.The following type of noun should be used to make a message better understood

a. Abstract nouns

b. Concrete nouns

c. Proper nouns

d. Common nouns

16.The following type of pronoun could be taken in an offensive way :

a. First person pronoun

b. Masculine pronoun

c. Third person pronoun

d. Second person pronoun

17.The following type of pronoun should be used when emphasizing a positive idea :

a. Feminine pronoun

b. Masculine pronoun

c. Second person pronoun

d. First person pronoun

18.The following type of punctuation is used in expressions that indicate ownership :

a. Apostrophe

b. Colon

c. Quotation marks

d. Comma

19.The following type of punctuation is used to separate a phrase from the main sentence:

a. Comma

b. Brackets

c. Full stop

d. Dash

20.The following type of punctuation is used to separate words in a sentence which are

not necessary for its structure :

a. Full stop

b. Comma

c. Brackets

d. Dash

21.The tone of business writing should be :

a. Overconfident

b. Non sexist

c. Exaggerated

d. Flattering

22.Which type of punctuation is used to enclose what is stated by others ?

a. Dash

b. Parentheses

c. Brackets

d. Quotation marks

23.Which type of punctuation is used to indicate a pause that is longer than that expressed

by a comma?

a. Full stop

b. Dash

c. Colon

d. Semi colon

24.Which type of punctuation is used to suggest that a list will follow a statement in

sentence form?

a. Dash

b. Semi colon

c. colon

d. Apostrophe

25.Which type of punctuation should be used after abbreviations?

a. Period

b. Colon

c. Comma

d. Semi Colon

26.Words that sound similar but are spelt differently are :

a. Frequently misused words

b. Redundancies

c. Metaphors

d. Cliches

27.Writing style can be improved through use of

a. Simple words

b. Jargon

c. Slang

d. Metaphors

28.______________ must agree in number with the subject of the sentence:

a. Verbs

b. Adverbs

c. Pronouns

d. Adjectives