COMMUNICATION SKILL

UNIT 1

1. ________ requires a sender, a message and an intended recipient, present or be aware of the senders intention to communicate at the time of communication.a. Interactionb. Understandingc. Communicationd. Organization

2. Communication within a family, classroom,________,________,________ or organization has different objectives, which depends on the purpose that has to be achieved.a. theatre, seminar, boardroomb. multiplex, workshop, kitchenc. theatre, mall, boardroomd. multiplex, seminar, kitchen

3. What is required to achieve proficiency in specific skills?a. Trainingb. Communicationc. Instructionsd. Demonstrations

4. Communication provides the means for ________ and ________ mutually beneficial relationships.a. building, nurturingb. developing, buildingc. nurturing, developingd. developing, nurturing

5. What is a two-way process in which there is an exchange and chain of ideas towards a mutually acceptable direction?a. Communicationb. Learningc. Listeningd. Networking

6. What helps the sender to convey the message to the receiver?a. Mediumb. Windc. Sead. Highway

7. Planned and well-meant communication helps in better ________, removes ________and ________; builds up ________, ________, promotes business and earns favorable reference.a. service, misunderstanding, doubts, goodwillb. misunderstanding, service, goodwill, doubtsc. service, misunderstanding, goodwill, doubtsd. misunderstanding, doubts, service, goodwill 8. Ideas are generally common, but the ability to convey them to others is ________.a. commonb. rarec. nild. possible

9. Communication is one of the basic functions of management in any organization and its importance can hardly be overemphasized. It is a process of transmitting information, ideas, thoughts, opinions and plans between various parts of _______.a. a societyb. a companyc. an organizationd. a mall

10. Effective communication of information and decision is an essential component for ________ relations.a. employee-employerb. employer-managementc. employee-employeed. management-employee

11. Inappropriate or faulty communication among employees or between manager and his subordinates is the major cause of conflict and low ________ at work.a. moraleb. productivityc. pricingd. performance

12. With effective ________ you can maintain a good human relation in the organization and by encouraging ideas or suggestions from employees or workers and implementing them whenever possible, you can also increase production at low cost.a. learningb. trainingc. implementationd. communication

13. In ________ communication, the message, written or spoken, is recorded for official use in the future, but in case of general communication we normally do not record the message.a. verbalb. technicalc. non-verbald. written

14. ________ has defined communication as the process of meaningful interaction among human beings.a. D.E. McFarlandb. DeWinec. Scheflend. Tortoriello

15. What kind of training can be created to separate one person from another in terms of age, education, gender, social status, economic position, cultural background, temperament, health, beauty, popularity, religion, political belief, ethics, values, motives, assumptions, aspirations, rules/regulations, standards, priorities?a. Cultural barrierb. Individual barrierc. Organizational barrierd. Interpersonal barrier

16. State true or false:a) Communication requires a sender, messenger and an intended recipient, although the receiver need not be present or be aware of the senders intention to communicate at the time of the communication. (False-the answer is sender instead of messenger)

17. Communication can occur across vast distances in ________ and ________.a. time and areab. space and timec. time and spaced. area and space

18. The communication process is ________ once the receiver has understood the sender. (complete)

19. Communication means to inform, tell, ________, or spread information. (show)

20. Communication strengthens ________ , interests, and efforts of the work force, all of which are in the ultimate interests of the organization. (unity of purpose)

21. What is the foremost objective of any communication?A. To informB. To convinceC. To trainD. To build relations

22. ________ is a fundamental part of any training programme. (Communication)

23. State which one is correct.A. Businesses survive through influence.B. Businesses survive through communication. C. It is important to convince employees to work efficiently.a. Only Ab. Only Bc. Only Cd. A and C both

24. High level of ________ and ________ are a must to ensure high levels of productivity and efficiency to keep going. (morale and motivation)

25. Communication provides the means for and ________ approach in pursuing organization goals. (integrated)

26. ________ ________ are a must for the ________ success of any business organization. (Good relations, continued)

27. A ________, by definition is a systematic series of action or operation of a series of changes directed to some end. (process)

28. State which one is correct:A. Communication is a multiple-way process in which there is an exchange and chain of ideas towards mutually acceptable direction.B. Communication is a three-way process in which there is an exchange and chain of ideas towards a mutually acceptable direction.C. Communication is a two-way process in which there is an exchange and chain of ideas towards a mutually acceptable direction.a. Only Ab. Only Bc. Only Cd. None of the above.

29. The process of communication involves ________ or ________ persons participating through a medium that carries the information or message for a particular purpose, which is mutually understood by both the ________ and the receiver. (two or more, sender)

30. The person who starts the communication process is normally referred to as ________. (sender)

31. ________ is the encoded idea transmitted by the sender making the formulation of the message extremely important, for an incorrect patterning can turn the receiver hostile, making him lose interest altogether. (Message)

32. A ________ helps the sender to convey the message to the receiver. (medium)

33. No organization can succeed or progress, build up reputation, and win friends and customers without effective ________ skills. (communication)

34. Successful communication is the ________ of strong and pleasant relationships between the seniors and subordinates, between the workers and the management, between the customers and the sellers. (foundation)

35. Efficient ________ of communication helps in better coordination and efficient ________ of all the activities that take place in the organization. (system; control)

36. ________ leads to clear understanding, good production, healthy climate, and willing cooperation among the various levels of employees. ( Communication)

37. Effective communication affects the ________ and ________ of firms, organizations and shop keepers. (profit, prosperity)

38. ________ and ________ communication system may result in mismanagement, bad business and a sure show down. ( Poor, ineffective)

39. Communication can build or destroy trust, depending on the use of ________. (words)40. A good businessman believes in the saying, take care of communication and ________ shall take care of itself. (success)

41. Communication is effective when it produces desired action in the reader or ________. (audience)

42. ________ of a person or company attracts customers and wins friends. (good will)

43. A ________communicator is able to run the affairs of a business. (successful)

44. Communication skills are quite essential for a business for a businessman to perform his ________ functions effectively. (managerial)

45. Communication is essential for life in general, but in business settings, it is _______. (critical)

46. State which one is correct:A. A richly communicated message is likely to result in an unfavorable response.B. A poorly communicated message is likely to result in an unfavorable response.C. A poorly communicated message is likely to result in a favorable response.a. Only Ab. Only Bc. Only Cd. None of the above.

47. With effective communication, you can maintain a good human relation in the organization and by encouraging ideas or suggestions from employees or workers and implementing them whenever possible, you can also ________ production at low cost. (increase)

48. For technical communication, there is a ________ (fixed format), which must be followed. (protocol)

49. State true or false:A. The tone used for general communication is very causal and informal, whereas we cannot use the causal tone for technical communication.B. In technical communication we generally, we normally do not record the message.C. There is no communication without a feedback in case of general communication.

a. A. False B. True C. Falseb. A. True B. False C. Truec. A. True B. True C. Trued. A. False B. False C. False

50. ________ gaps are words having similar pronunciation, but multiple meanings like round; badly expressed message, wrong interpretation and inexpert assumptions. (Semantic)

51. Even when the two persons have experienced the same event their mental perception may/may not be identical, which acts as a ________. (barrier)

52. Barriers from employees include, lack of motivation, lack of co-operation, trust, fear of penalty and poor relationship with the ________. (employer)53. If the length of the ________ is long, or the medium selected is inappropriate, the communication might break-up. (communication)

54. State which ones are correct :

Measures to overcome barriers in communication:A. Developing good relationsB. Right feedbackC. Accurate messageD. Clarity in message

a. A. True B. True C. True D. Trueb. A. True B. False C. True D. Falsec. A. False B. True C. False D. Trued. A. False B. False C. False D. False

UNIT 2

1. Communication is a process that involves exchange of information, thoughts, ideas, and ________.a. mannersb. behaviourc. emotionsd. knowledge

2. Gestures like a ________ , a smile or a hug can independently convey emotions.a. handshakeb. noddingc. wavingd. pointing

3. Which communication includes all the instances where communication has to occur in a set formal format?a. Informalb. Formalc. Verbald. Non-verbal

4. ________ communication includes instances of unrestrained communication between people who share a casual rapport with each other.a. Formalb. Informalc. Verbald. Non-verbal

5. The basis of communication is the ________ between people.a. relationshipb. friendshipc. historyd. interaction

6. Over ________ languages and major dialects are spoken in the world today.a. 3000b. 4000c. 200d. 100

7. Speaking can be looked at in two major areas: ________ and public speaking.a. interpersonalb. intrapersonalc. individuald. organizational

8. Some of the major areas of public speaking are speaking to persuade, speaking to inform, and speaking to inspire or ________.a. motivateb. encouragec. discouraged. teach

9. Verbal communication is used to clarify when there is a ________ or not enough information provided.a. understandingb. misunderstandingc. engagingd. confusion

10. ________ is the ability of individuals to give their verbal opinion and experience with the purpose of improving systems, policies and relationships.a. Feedbackb. Informationc. Clarificationd. Correction

11. ________ communication allows you, as the speaker, to receive immediate feedback from others.a. Verbalb. Non-verbalc. Informald. Formal

12. ________ is a type verbal communication that allows people in a group to express their thoughts and views, as well as consider the opinions offered by others.a. Meetingsb. Discussionc. Presentationsd. Acting

13. ________ is another method of verbal communication that allows individuals to collaborate and exchange ideas with one another.a. Dialogueb. Discussionc. Actingd. Meeting

14. Verbal communication is ________, both in terms of money and time.a. economicalb. costlyc. favorabled. unfavorable

15. A long and intricate message cannot be given over the ________.a. telephoneb. emailc. mobiled. fax

16. Written communication is proved to be more ________ than verbal communication and its effectiveness depends upon how it is written.a. effectiveb. formalc. informald. favorable

17. Which category of non-verbal communication refers to distance, which people feel comfortable approaching others or having others approach them?a. Personal Spaceb. Eye Contactc. Positiond. Posture

18. Which response is useful for therapists and group members to become more aware of these subtle signs of emotion?a. Psychologicalb. Physiologicalc. Logicald. Natural

19. We communicate by exchanging ________ to describe our ideas and experience.( symbols)

20. We can also use symbols like pictures,________, ________, and sounds to communicate. (colours; signs)

21. ________ is a common symbol system, which we use for sharing our experiences with others. (Language)

22. ________ means that includes words, and communication without words is known as non-verbal communication. (Verbal)

23. Official conferences, meetings and written memos and corporate ________ are used for communication. (letters)

24. Formal communication can occur between two ________ when they meet for the first time. (strangers)

25. Formal communication is straightforward, official and always ________. (precise)

26. Informal communication requires two people to have similar ________, and hence occurs between friends and family. (wavelength)

27. Informal ________ does not have any rigid rules and guidelines. (communication)

28. Communication is what builds relationships, whether those relationships are personal or ________. (business)

29. Being able to communicate effectively is what connects individuals to ________. (others)

30. Some of the key components of verbal communication are sound, words, speaking, and ________. (language)

31. At birth, most people have vocal cords, which produce ________. (sounds)

32. Words alone have no ________. (meaning0

33. As meaning is assigned to words, language develops, which leads to the development of ________. (speaking)

34. In interpersonal speaking, ________ is very important. (etiquette)

35. Etiquette also plays an important role in an area that has developed in most of the business settings, ________ communication. (hierarchial)

36. The other major area of speaking is ________ speaking.

37. Verbal communication is the beginning of the ________ process, followed by ________ communication that validates or contradicts the verbal communication. ( communication, nonverbal)

38. State which ones are true and false:

Some of the purposes of verbal communication:A. To informB. To clarifyC. To correctD. To calculate

a. A. True B. True C. True D. Trueb. A. True B. True C. False D. Falsec. A. False B. True C. False D. Trued. A. True B. True C. True D. False

39. When something isnt being done correctly or is being done ineffectively, verbal communication is able to correct the wrong and make it ________. (right)

40. On more common levels, the ________ of influence is seen between father and son, boss and employee, and clergy to his congregation. (power of influence)

41. When you ________ verbally with others, you give them the opportunity to express their opinions about your ideas or points of view, to you directly. (communicate)

42. Direct ________ communication requires the ability to be able to think on your feet. (person-to-person)

43. The use of dialogue involves a ________ flow of ideas among individuals or within groups, and is particularly effective in business. (free)

44. For thanking the customer of his order or informing of the delay or conveying any matter, which is not urgent, a simple post card or a letter is considered an efficient means of ________. (communication)

45. When the information is down in black and white and is signed, it becomes official and serves as a permanent record and is filled for ________ references. (future)

46. ________ letters are written to promote customer relationship. (Goodwill)

47. In ________ there are many occasions that can be turned into an opportunity to create an impression and build goodwill. ( business)

48. Stated briefly, how something is expressed may carry more significance and weight than what is said, the ________ themselves. (words)

49. People grimace, stand in certain ________, and in other ways behave so as to reinforce to themselves certain positions, attitudes, and implicit beliefs. (postures)

50. Modern American business ________ values a fair degree of eye contact in interpersonal relations, and looking away is sensed as avoidance or even deviousness. (culture)

51. State true or false:

Consider the following postures:-A. StiffB. KneelingC. ToweringD. Confused

a. A. True B. True C. True D. Trueb. A. True B. False C. True D. Falsec. A. False B. True C. True D. Trued. A. True B. True C. True D. False

52. State true or false:

Consider the following facial expressions:A. WarningB. AmusedC. ConfusedD. Walk

a. A. True B. True C. True D. Trueb. A. False B. False C. False D. Falsec. A. False B. False C. False D. Trued. A. True B. True C. True D. False

53. Our communication is also affected by a variety of other variables, such as clothes, ________, and accessories. (makeup)

54. Where one sits in a group is often useful in diagnosing that persons attitude toward toward the ________. (situation)

UNIT 3

1. As humans we communicate with each other through certain components such as speaking, listening and ________ .a. readingb. observingc. talkingd. writing

2. To a common man, ________ and hearing may mean the same. However, there are remarkable differences between the two.a. listeningb. readingc. writingd. speaking

3. In which type of listening the listener needs to give his full attention to the speaker?a. Empathetic listeningb. Superficial listeningc. Attentive listeningd. Focused listening

4. ________ ________ is a common distraction, which takes place when the surrounding is very noisy.a. Physical distractionb. Psychological barrierc. Language barrierd. Cultural barrier

5. Which is the most common of all the barriers discussed, where the listener is unable to understand the language the speaker speaks, he will not be able to interpret it correctly?a. Physical distractionb. Psychological barrierc. Language barrierd. Cultural Barrier

6. Listening helps to reduce the ________ among the employees.a. grievanceb. patiencec. maintenanced. barriers

7. Listening to a person is a sign of ________ given to a person, irrespective of his designation or position he holds in the office.a. disrespectb. faithc. beliefd. respect

8. Example of appreciative learning may be listening to music, songs, movies, jokes or even ________ of great people. (speeches)

9. ________ listening specifies the listener to his/her area of interest or more appropriately, it helps him/her in making a decision. (Focused)

10. ________ listening is where the listener tries to evaluate what the speaker has said to him. (Evaluative)

11. ________ listening reflects the listeners emotions, feelings and his/her state of mind. (Empathetic)

12. A child attentively listens to what his parents say and then tries to ________ it. (imitate)

13. A good listener should ask questions to clarify his/her ________. (doubts)

14. An________ is listener is one who never asks questions. (ineffective)

15. An ________ listening is formed where vocabulary, phonetics, tenses are used properly. (effective)

16. A ________ should try to remove any type of distraction such as a interruption by somebody, noise, loud music and so on. ( listener)

17. ________ should feel easy when he is delivering the lecture. (speaker)

18. A good listener should not get irritated even if the ________ is incorrect in his speech, or his views are different from the actual facts as stated by the ________. (speaker,speaker)

19. An effective listener should try to ________ his feelings with the speaker. (empathize)

20. An efficient listener is one who keeps ________ of what the speaker is saying, and refer to them in future. (records)

21. State true or false:A. A speaker should not be allowed to speak for sufficient time so that he remains uninterrupted.B. A good speaker should not get irritated even if the listener is incorrect in his speech.C. Speaker should feel uneasy when he is delivering the lecture.

a. A. True B. True C. Trueb. A. False B. False C. Falsec. A. True B. False C. Trued. A. False B. True C. False 22. Any sound such as ________ on the phone, long distance from the speaker, noise on the roads or any loud music near the listener may affect his listening process. (talking)

23. People generally have the tendency to hear those who hold a ________ place in the organization or in the society whereas a general executive does not hold any value to them. (respectable)

24. People working in the same designation tend to ignore the ________ spoken by their peers or subordinates with the view that they are not important to them. (words)

25. It is a note that a ________ should be bias-free and gives opinion according to the merit of the case presented before him. (listener)

26. The ________ should refrain himself from using difficult words, jargons, terminology or any phrases, which the listener is unable to understand. (speaker)

27.The should avoid using ________ statements, which hold two different meaning. (ambiguous)

28. Any ________ regarding the message or the speech said by the speaker should be cleared by the listener immediately. ( doubts)

29. If both the speaker and the listener are from the same ________ background, then it becomes easy for both of them to understand and reciprocate their ideas. (culture)

30. Once the speaker comes to know that the ________ is not interested in his talks, it becomes more boring for the listener. (speaker)

31. Giving verbal and non-verbal clues helps the speaker to be more confident and makes it an effective ________ learning process.

32. State true or false:A. A person should start with a dialogue, which forces the listener to perceive the matter and interpret it correctly.B. A listener should try to prepare himself regarding the topic beforehand, so that he can interact with the speaker directly, without any worry about wastage of time.C. It has been seen that much time is not consumed in defending a particular sequence or a word or a phrase.a. A. True B. True C. Trueb. A. False B. False C. Falsec. A. True B. False C. Trued. A. True B. False C. False

33. A listener should be able to accept any revision while he is interacting with the ________. (speaker)

34. Be sure the environment is ________ to listening. (conducive)

35. As a speaker if you want people to listen to you, seek ________ appointment and allow them the liberty to give a time according to their convenience. (advance)

36. A careful listener, in addition to his open mind, should also try to provide a positive feedback to the speaker by ________ means. (non-verbal)

37. It is ________ to maintain all the measures to have an effective listening process. (difficult)

38. ________ carefully helps a manager to know about the thinking process of the staff members regarding different policies, procedures, rules and regulation being formulated in the organization. (Listening)

39. If a ________ can be a good listener, he can solve the problem immediately. ( manager )

40. Through listening, companies try to get new ________ by which they are able to promote a good organization culture, team work and correct decision making process. ( ideas )

41. Listening to a person is a sign of ________ given to a person, irrespective of his designation or position he holds in the office. (respect). It helps to develop a sense of ________ between the speaker and the listener.(trust)

42. Listening increases the ________ level of the employees because if an employee wants to work with his team with and build a good ________ with them with self-esteem, he has to hear their problem, keep himself cool and solve the ________ accordingly. (confidence, rapport, problem)

43. Listening ________ the ________ because it helps the listener to ________ the information, which he has heard previously and then analyze them to find a suitable solution to it. (increases, recollect)

UNIT 4

1. Communication thus is the exchange and flow of information and ideas from one person to another through various media, the most important of which is ________.a. gestureb. languagec. scriptd. speech

2. Language acquisition is based on four major skills:a) Listening and understandingb) Speaking through imitationc) Readingd) ________a. Learningb. Teachingc. Writingd. Informing

2. Writing, on the other hand, is space-bound, static and ________.a. permanentb. temporaryc. shortd. long

3. In a narrative passage, the ideas should be arranged chronologically; whereas in an argumentative one, the order should be ________.a. sensibleb. logicalc. illogicald. natural

4. The word ________ means to stick together.a. cohereb. adherec. seniord. premiere

4. The thoughts or ideas expressed in writing must be clearly stated so that there is no ________.a. ambiguityb. familiarityc. confusiond. similarity

5. ________ , instances and supporting details can make the message more clear and complete. a. Illustrationsb. Examplesc. Samplesd. Demonstrations

6. The tone and tenor of the ________ should also be appropriate for the subject matter.a. letterb. messagec. emaild. speech

7. Courtesy and tact are essential in business and professional communication as much as in ________ interactions.a. personalb. impersonalc. formald. informal

8. A series of short sentences can have a hammer like effect and may lead to ________.a. monotonyb. autonomyc. regularityd. irregularity

9. ________ can be defined as a characteristic and a deliberate mode of expression and construction of sentences.a. Styleb. Formatc. Systemd. Strategy

10. ________ means a harmonious combination of sounds.a. Euphonyb. Monotonyc. Songd. Autonomy

11. Your ________ expresses your attitude towards the reader.a. toneb. speechc. languaged. philosophy

12. ________ means language full of technical or special words.a. Jargonb. Vocabularyc. Lingod. Dictionary

13. ________ means round-about-expressions.a. Locationb. Ambiguousc. Circumlocutiond. Confusion

14. ________ is any word or expression that is more often used in speech than in writing, e.g. a fine chap, swell time, a rotten movie, a tough guy etc.a. Colloquialismb. Vernacularismc. Repetitiond. Abbreviation

15. An ________ is used to qualify a noun or a pronoun.a. adjectiveb. nounc. pronound. verb

16. The ________ voice makes sentences alive and forceful because the subject is doing the action.a. Activeb. Passivec. Staticd. Continuous

16. The ________ voice is weak as the action is happening to the subject.a. Activeb. Passivec. Staticd. Continuous

17. Words are ________ used to represent certain sounds.a. symbolsb. logosc. expressionsd. punctuations

18. The ________ to speak, to use language, to encode our thoughts and mental images in words in order to ________ with our ________ beings separates us from other species on this earth. (ability, communicate, fellow)

19. ________ gave mankind a potent tool to explore the physical as well as the metaphysical realms. (Language)

20. The ________ must also have communicated through shouts, cries and sign language. (primitive)

21. Language primarily exits as ________. (speech) Our ideas and thoughts are ________, ________ entities.(abstract, intangible)

22. The ________ words have to be strung together to represent the communicators thoughts in a coherent manner. (words)23. The word, ________ has been derived form the Latin word, communis meaning common. (Communication)

24. All ________ beings are born with the potential ability to acquire language. (human)

25. For a new born child, the sounds of the language predominantly spoken in the region where he is born have no ________. (meaning)

26. By the age of five or six, the child is ready for formal ________. (schooling)

27. State true or false:A. Listening and understanding is a passive skill.B. Speaking through imitation is an active skill.C. Reading is a passive skill.D. Writing is an active skill.

a. A. True B. True C. False D. Falseb. A. True B. True C. True D. Truec. A. False B. False C. False D. Falsed. A. False B. False C. True D. True

28. When we speak or write we use the building blocks of _______ to create a message. (language)

29. ________ is the primary ________ of ________ for human beings, but writing, because of its characteristic to last, has acquired a vital place in civilized societies. (Speech,medium,communication)

30. Speech exits in the ________. It is a dynamic and direct interaction between the speaker and the ________. (present, listener)

31. We are more likely to use contractions, informal vocabulary and slang in ________ than in writing. (speaking)

32. The writer and the ________ are often distant from each other in time as well as in ________. (reader, space)

33. Unlike speech writing is usually more formal and is a reflection of deep ________. (thought)

34. Good ________ is characterized by careful organization, clarity and compact expression. (writing)

35. Certain items of vocabulary are more likely to appear in writing than in ________ , especially longer and complex words and sentence structures. (speech)

36. ________ effectively is a skill that anyone aspiring to join a professional organization as an engineer, manager, scientist, or executive must master. (Writing)

37. The principle of________ dictates that each sentence should contain one unit of information or idea and each paragraph of a written work must deal with one central idea. (unity)

38. A written piece should be an organic unit. It should follow a clear ________. (order)

39. State true or false:Coherence can be achieved by binding various sentences together by suitable connectives which are of five kinds:-A. Conjunctions B. Adverbs C. Connective phrases D. AdjectivesE. Relative and demonstrative pronouns

a. A. True B. True C. True D. True E. Trueb. A. True B. True C. False D. True E. Falsec. A. False B. True C. False D. False E. Falsed. A. True B. True C. True D. False E. True

40. Use of simple, familiar and precise words expressed in short ________ are more comprehensible than long sentences with difficult and uncommon words. (sentences)

41. Business ________ must contain precise words, rather than general ones, so that the message is conveyed correctly. (communication)

42. Conciseness means using the fewest possible words to convey our ________. (thoughts)

43. We should convey our ________ in totality. (ideas)

44. Illustrations, instances and supporting details can make the ________ more clear and complete. (message)

45. The tone and ________ of the ________ should be appropriate for the subject matter. (tenor, message)

46. The tone used for a personal message cannot be used for a business letter because it requires more ________ style. (formal)

47. We must guard against offending the ________ by what we convey. (reader)

48. An important characteristic of good ________ is variety. (writing)

49. Varying the pattern and the length of sentences can make your written ________ more readable. (communication)

UNIT 5

1. Who defined organizational communication as The flow and impact of messages within a network of interactional relationships?a. Patricia Andrewsb. Bavelas and Barretc. Tortoriello and DeWined. Goodall and Waagende

2. ________ communication refers to the communication that is within the organization and is designed to not reach outside the organization.a. Internalb. Externalc. Formald. Informal

3. ________ with our colleagues of other departments is important because the flow of work does not recognize departmental boundaries.a. Communicationb. Interactionc. Associationd. Recognition

4. Downward communication is significant because almost ________ of communication is done with our subordinates.a. 1/3rdb. 2/3rdc. 1/4thd. 3/4th

5. Under what category are channels found in the work environment and include notice boards, plasma, LCD screens, mouse mats and so on?a. Electronicb. Printc. Face to faced. Workspace

6. ________ communication helps managers in evolving healthy and favorable relationships with outside contact.a. Externalb. Internalc. Extrinsicd. Intrinsic

7. If any of the rights of ________ to communicate are violated, he or she may rightfully take recourse to legal remedies.a. investorsb. financersd. share-holdersc. owners

8. An organization maintains constant communication with transporters and ________ agents for the raw/packing materials to be received from suppliers and also for the finished materials being dispatched to distributors.1. A&B2. B&F3. C&B4. C&F

9. In order to avoid bad publicity based on speculations, it is better to maintain regular touch with the ________ and communicate about your products, marketing campaigns and your views and arguments.a. agentsb. publicc. mediad. society

10. ________ communication requires personal visits to be made by individuals or a group of individuals.a. face-to-faceb. one-to-onec. face-to-mirrord. one-to-everyone

11. ________ combines the advantages of telephones with face-to-face communication.a. Web-conferencingb. Video-conferencingc. Telephonic communicationd. Electronic communication

12. ________ is useful to reach out to customers, share-holders and general public.a. Newslettersb. Noticec. Circularsd. Reports

13. ________ are documents presenting compilation of facts or a number of options and related conclusions and recommendations.a. Reportsb. Noticec. Newslettersd. Circulars

14. ________, extranets, FAX have become central and integral part of organizational communication.a. E-mailsb. Lettersc. Reportsd. Notice15. State true or false:1. Internal communication make information available and encourage sharing it by motivating and sustaining an organizations short/long term objectives.2. Internal communication make certain that such initiatives are properly put into action and followed-up at a ground level.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Fd. 1.F 2.T16. State true or false:1. Internal communication bring about sharing of food.2. Internal communication processes are integral part of workflow across all the functions of an organization.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Fd. 1.F 2.T17. State true or false:1. Managers generally do not value the need for frequent consistent, clear andperceivable communication in their growing organization. This results in more and more confusion and miscommunication.2. We, as managers, have a tendency to communicate very little when everythingis going on fine. Thus, we use communication as a curative tool, but not as a preventive one.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Fd. 1.F 2.T18. State true or false:1. Communication with our colleagues of other departments is not important because the flow of work does not recognize departmental boundaries.2. A sound internal communication system should be developed to facilitate horizontal communication communication with your colleagues in other department.a.1.T 2.Tb.1.F 2.Fc.1.F 2.Td.1.T 2.F19. State true or false:1. One of the main reasons for external communication is to carry out transactions with suppliers and customers.2. One of the main reasons for external communication is to support and sustain your organizational objectives.a.1.T 2.Tb.1.F 2.Fc.1.F 2.Td.1.T 2.F20. State true or false:1. An effective external communication provides the benefit of enhanced prestige amongst the external public and ensures better public relations.2. An ineffective external communication provides the benefit of neat and prompt communication helps in building long term good will and good impression.a.1.T 2.Tb.1.F 2.Fc.1.F 2.Td.1.T 2.F21. State true or false:1. All communication related to payment and withdrawal of money has to be undertaken with due diligence and care.2. The most important public for organization in todays market-driven world are clients and customers.a.1.T 2.Tb.1.F 2.Fc.1.F 2.Td.1.T 2.F22. Face-to-face _______ requires personal visits to be made by individuals or a group of individuals.a. communicationb. presentationc. salutationd. situation23. Mobile ______ allow cost effective communication at any time (as every-one carries one).a. homesb. shopsc. phonesd. computer24. Traditionally,______ documents have been the most common and favored channels of external communication.a. writtenb. recordedc. legald. informal25. ______ is useful to reach out to customers, share-holders and general public. The reason is to provide information to a large audience in plain, definite and unmistakable terms.a. Noticeb. Invitationsc. Cardsd. Reports26. ______ legal reports, such as annual reports, are prepared by a business organization to be submitted to the registrar of companies and shareholders.a. Informalb. Formalc. Casuald. Normal27. A favourable image with media and through media has acquired important dimensions. ______ relation communication are important in this respect.a. Publicb. Privatec. Happyd. Joyous28. Democratic principles and right to ______ demands that organizations must respect the society in general and provide all the valid information to it.a. educationb. supportc. informationd. communication29. State true or false:1. A sound internal communication system ensures that, copies of strategic plans mission, vision and value statements have been given to every employee.2. A sound internal communication system ensures that, joint celebrations are done to rejoice success.a.1.T 2.Tb.1.F 2.Fc.1.F 2.Td.1.T 2.F30. State true or false:1. A sound internal communication system should be developed to facilitate horizontal communication communication with your colleagues in other department. Such a system will include, holding regular meetings to discuss day to day work.2. . A sound internal communication system should be developed to facilitate horizontal communication communication with your colleagues in other department. Such a system will include, holding meetings to announce major/minor changes.a.1.T 2.Tb.1.F 2.Fc.1.F 2.Td.1.T 2.F

UNIT 6

1. Communication ______ refers to the transfer of ideas, thoughts, opinions, attitudes andfacts verbally or non-verbally through some medium, from one individual to another, or among a group of individuals.a. networkb. webc. traild. way2. Communication network is a form of ______ process, where messages are constructed and encoded by a sender, transmitted through some channel, then received and decoded by a receiver.a. technicalb. mechanicalc. physicald. electrical3. Communication Network refers to a simple form or means of intersection of ______ in all directions where messages are sent with high accuracy, speed and smoothness.a. linesb. dotsc. arrowsd. circles4. Communication Network is the ______ of communication among all the employees within the organization and where a number of individuals are involved.a. planb. patternc. netd. web5. It is seen that if the channel of communication is ______ and seem an unending process, then, the communication can either be delayed or distorted.a. clearb. transparentc. longd. joyful6.If the channel of communication is ______ the flow of communication is restricted.a. narrowb. longc. wided. shallow7. Communication Network affects the group's completion of the assigned task on time, the position of the de facto leader in the group and the group members' satisfaction from occupying certain positions in the ______.a. homeworkb. networkc. workd. net8. Communication network has important implications on the ______ of communication in formal organizations.a. dynamicsb. workingsc. applicationsd. position9. ______ Network can readily be seen to represent the hierarchical pattern that characterizes strictly formal information flow, "from the top down," in military and some types of business organizations.a. Circleb. Wheelc. Free flowd. Chain10. In ______ Network type of network, the communication is in the form of circle and the information is passed on from one colleague to the next and so on.a. Circularb. Wheelc. Free flowd. Chain11. ______ Network, the very name suggests that it looks like a wheel with a centre point and several points, which rotates around it. Here, the centre point is regarded as the boss / manager through whom communication is passed from one individual to another.a. Circleb. Wheelc. Free flowd. Chain12. ______ Network type of network, the communication flows from everyone to anyone in the organization. Here, there is no restriction and the communication is of an informal type and unstructured.a. Circleb. Wheelc. Free flowd. Chain13. ______ network communication is where the information is passed from one person to another in a structured and official form.a. Formalb. Informalc. Slowd. Fast14. It generally follows the scalar ______ of management where the communication enforces into a relationship between different positions in the organization. It is concerned with the status and the position of the individual.a. circleb. chainc. wheeld. tyre15. With the rise in importance of communication in todays corporate world, ______-way communication is always encouraged within the organizations by the managers, apart from military organization.a. oneb. twoc. threed. four16. ______ network communication, which is also known as grapevine,takes place from social interaction among people. It usually tries to express their natural motivation to communicate.a. Formalb. Informalc. Slowd. Fast17. Grapevine is the most common form of informal communication, which is ______ and involves normal activity. It is an essential part of human environment by which it fills in the gap of the formal communication system.a. naturalb. unnaturalc. faked. original18. ______Communication refers to direction and control from the higher level in managerial hierarchy to the lower ones. It is used for giving orders and instructions, providinginformation, or for influencing attitudes and behaviour of the subordinates.a. Upwardb. Downwardc. Horizontald. Diagonal19. The main purpose of ______ communication is to provide feedback on several areas of organisational functioning. It is used for reporting, informing, requesting and suggesting.a. Upwardb. Downwardc. Horizontald. Diagonal20. The main objective of ______ communication is to develop teamwork, and promote group coordination within an organization. It refers to the transmission of information among positions at the same level, which is of an informal nature.a. upwardb. downwardc. horizontald. diagonal21. Such communication can be carried out through ______ discussions, management gossip, telephone calls, tele-conferencing, videoconferencing memos or routine meetings.a. formalb. informalc. downwardd. upward22. After up, down and horizontal communication, we come to the last communication network, which flows in a diagonal direction. Diagonal communication has evolved in recent times with the changes in information technology and growing demand for ______ and fraternity.a. inequalityb. equalityc. popularityd. liberty23. Although grapevine can be the source of inaccurate ______, it often functions positively as an early warning signal for organisational changes.a. rumoursb. suggestionsc. adviced. speeches24. In a ______ network the manager acts as a central authority to whom the subordinates pass the information, and inturn receive instructions and guidance from him.a. circleb. chainc. wheeld. tyre25.In a ______ network at times it becomes noisy if none of the receiver or the sender makes the other clear about what he actually wants to convey in the information.a. Circleb. Wheelc. Free flowd. Chain26. While a ______ communication takes place, the information is recorded until the work is over.a. formalb. informalc. downwardd. upward27. While a ______ communication takes place, the information transmitted is understood, and accordingly the feedback is given.a. formalb. informalc. downwardd. upward28. While a ______ communication takes place, transmitting the information clearly and accurately in concise form.a. formalb. informalc. horizontald. diagonal30. One of the advantages of informal communication is that, it helps in achieving better ______ interactions within the organization.a. humanb. birdc. insectd. robot31. One of the advantages of informal communication is that, it serves to fill the possible gaps in ______ communication network. a. formalb. informalc. horizontald. diagonal32. One of the advantages of informal communication is that, it is ______.a. flexibleb. elasticc. costlyd. difficult33. One of the disadvantages of informal communication is that, it may not be always______ and as such, it is not dependable.a. activeb. passivec. positived. negative34. One of the disadvantages of informal communication is that, It does not hold any relevance to the status or position of the ______ concerned.a. individualb. groupc. teamsd. employee35. State true or false:1. Upward communication is required to create and evaluate receptiveness of communication.2. Upward communication is required to create the feeling of belongingness through participation.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F36. State true or false:1. Upward communication is required to create receptiveness of communication.2. Upward communication is required to create feedback on misunderstandings.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F37. State true or false:1. Downward communication is required for getting things done.2. Downward communication is required to to prepare the organization for any change.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F38. State true or false:1. Downward communication is required to encourage rumours, mis-information or any type of suspicion.2. Downward communication is required to prepare the organization for any exchange.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F39. State true or false:1. Horizontal communication notifies that subordinates should refrain themselves from making communication beyond their authority.2. Horizontal communication notifies that they should always keep their superiors well informed about the happenings and other inter-departmental activities.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F40. State true or false:1. Important features of diagonal communication that it is rigid.2. Important features of diagonal communication that it is not restricted to any organizational levels or hierarchy.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F

.UNIT 71. ______ are the only medium of correspondence, which helps us to communicate in a more factual and clear way.a. Lettersb. Proposalsc. Newspapersd. Cards2. A recent survey done on ______ who deal with corporate communication clearly tells that business managers should be taught to write better.a. managersb. employersc. candidatesd. individuals3. Top executives point out that a manager should learn the functional importance of effectivebusiness ______.a. writingb. speakingc. communicatingd. budgeting4. Every business requires that the communication sent and received is clear, simple, concise and ______.a. correctb. incorrectc. complexd. ambiguous5. Business letter is a formal way of communication between ______ individuals, betweenan individual and organization, or between two organizations.a. oneb. twoc. threed. four6. Business letter follows certain set of ______ and guidelines to communicate both withinthe organization and outside the organization.a. rulesb. policiesc. proceduresd. policies7. The best business letter should have a ______ tone, and read as if you are talking to the reader. Your reader will respond quickly and correctly only if he/she is able to understand the letter crystal clear.a. conversationalb. situationalc. proportionald. emotional8. Business letter prevails within the ______ entity only.a. residentialb. businessc. internationald. legal9. Business letter serves as a document for any type of correspondence, for______ course of action.a. pastb. futurec. presentd. next10. The ______ used should be simple enough to express the main idea, without being lengthy or leave the reader in a state of ambiguity.a. languageb. tonec. dialectd. words11.Business letter should be ______ and contain all the required information the recipient would need in order to effectively understand it.a. courteousb. politec. impolited. rude12. Thus to ______, business letters should send across the information from the sender to the receiver in such a manner that the receiver understands exactly what the sender intends to convey and replies accordingly.a. summarizeb. devisec. revised. memorize13. In this age where communication has been made to travel faster through e-mails, mobile phones, ipods and pagers, writing a letter may seem to bean ancient ritual that is practised only by those of earlier generations or those who do not have any access to the _______ advancements.a. technologicalb. logicalc. traditionald. financial14. Whether you are sending a quick note to a friend to say ______ or composing a business letter to an authority figure, writing a letter shows effort, respect and care for others.a. byeb. helloc. niced. good15. A letter, which is written to a friend, to a relative or to the parents is termed as______ letter or personal letter.a. informalb. formalc. casuald. special16. A business letter is more of a ______ way of communication, where the sender expresses his requirements in short, concise and simple form.a. informalb. formalc. casuald. special17. It has been noted that while writing a business letter, attention must be paid to the ______ and parts of a business letter.a. formalb. formatc. formd. texture18. If a letter does not have the prescribed ______ or if it is unstructured, it may not draw much attention of the reader.a. formatb. structurec. formd. formal19. In order to give a clear presentation of a business letter, it can be divided and sub-divided into a number of sections and sub-sections, each defining a clear ______ and place in the body of the business letter.a. purposeb. prayerc. thoughtd. goal20. Generally, it is said that a good business letter contains four importantsections, which are:1. Heading 2. Opening 3. Body 4. ______a. Shuttingb. Driftingc. Closingd. Completing21. ______ includes the senders address, dateline, reference number of the letter, logo of the company or letter head or company name.a. Headingb. Openingc. Bodyd. Closing22. ______ includes the inside address and the attention line.a. Headingb. Openingc. Bodyd. Closing23. ______ includes the subject line, the salutation part and the body where the whole message is described in detail.a. Headingb. Openingc. Bodyd. Closing24. ______ includes the complimentary close, signature of the sender, enclosures, and notation for copies sent to other people.a. Headingb. Openingc. Bodyd. Closing25. In a ______ ______, the sender needs to gives the address, contact number(s), e-mail address, fax, city name and pin-code. a. Senders addressb. Receivers addressc. Inside addressd. Outside address26. The ______ of the letter needs to be written on the top left hand corner of the page after and opposite to the senders address. It is generally written in the dd/mm/yy format.a. nameb. datec. numberd. subject27. ______ ______ section includes the receivers address. It includes the name of the receiver with appropriate salutation, such as Mr/Mrs/Dr/Ms addressed to him/her with his designation and full address. It is generally on the left hand side of the page next to the reference number.a. Senders addressb. Receivers addressc. Inside addressd. Outside address28. ______ line part of the business letter is generally given if the letter holds importance to a particular department and in case of emergency situations, to expedite the matter. It is found on the left hand side of the page after the inside address. It is optional, and does not require being always present in the letter.a. attentionb detentionc. retentiond. subject29. ______ line is written to specify the reader about what the body of the letter would contain. Before the reader reads through the whole passage of the body he will be able to get an idea of the content or the body of the letter. It is placed just after the inside address or after the attention line ( if included) and before the salutation part.a. Attentionb Detentionc. Retentiond. Subject30. ______ is a greeting to the receiver from the senders end. It should be the same as the name used in the inside address, including the personal title.a. Salutationb. Greetingsc. Regardsd. Introduction31. ______ is the most important part of the letter where the writer actually explains what message he has to communicate.a. Bodyb. Legc. Handd. Brain32. The ______ is sub-divided into three parts such as opening segment, middle segment and the closing segment.a. Handb. Legc. Bodyd. Brain33. The ______ segment should be a friendly one with the statement of purpose of writing the letter.a. openingb. closingc. middled. finishing34. The body of the business letter must be organized and well ______.a. structuredb. definedc. managedd. written35. The ______ segment in a body of the business letter is generally the action part of the letter where the writer wants the reader to take an action or inform the reader about his own course of action as per the subject line given above.a. openingb. closingc. middled. written36. Signature is put at the ______ of the letter where the senders name, designation, and in some cases the name of the organization is also given.a. endb. beginningc. middled. top37. When some ______ is attached to the letter and the writer or sender wants the reader to go through it, he uses the enclosure notation. This helps the reader to refer to the points he has stated in the body of the letter.a. documentb. notec. memod. letter38. CC is an abbreviation refers to ______ copy where a number of copies of the original letter are sent to different people.a. carbonb. chemicalc. collectorsd. communication39. The style of writing a letter depends upon which format the writer would like to present before the reader. Usually there are ______ types of business letter formats.a. twob. threec. fourd. five40. In ______ format all notations and paragraphs start from the left hand margin, and thus make it easy for the writer to use it.a. Modified blockb. Semi-block c. Simplifiedd. Block41. In ______ ______ format, the date and the complimentary close and signature is aligned to the right side of the letter.a. Modified blockb. Semi-block c. Simplifiedd. Block42. In the ______ format, the style of writing remains the same as the modified format, except that the paragraphs are indented.a. Modified blockb. Semi-block c. Simplifiedd. Block43. In ______ format type of format follows the most traditional and informal style of writing a letter. Nowadays, this style of formatting is gaining much popularity among the senders, though it is seen that the salutation and the complimentary close are omitted.a. Modified blockb. Semi-block c. Simplifiedd. Block44.______ means that the content of the letter should be written in such a manner that it is immediately understood by the reader to respond appropriately.a. Courteousb. Concisec. Clarityd. Correct45. The foundation on which every business letter rests is ______.a. courtesyb. concisec. clarityd. correct46. Business letters should not be a long drawn story. It should be short and to the point, so that the reader gets the exact meaning what the writer intends to ______.a. readb. sayc. writed. listen47. Correct attitude tells us that the sender should advocate effective ______ attitude while framing the letter.a. positiveb. negativec. informald. formal48. Correct tone refers to the mood or expression the ______ uses in his letter. A sense of personal touch can be sometimes used to get the work done without any problem.a. writerb. readerc. listenerd. speaker49. State true or false:-1. An inquiry letter consists of requesting for information or seeking clarification from others. It tries to maintain a impolite and a incorrect tone, and explain the request or information clearly, ending with a goodwill expression at last.2. In Letter of placing orders the letter is simple and direct. The writer just has to write the message clearly mentioning the items, services, quantity, number, price, insurance instructions, payment methods and delivery schedule.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F50. State true or false:-1. Letter of giving instructions is a type of letter is generally practiced by us everyday. It may have been that you have already written such a letter unknowingly. The essence of this letter is that it consists of instructions or directions, which are given to the reader.2. Letter for legal transaction is a formal type of letter and the matter should be honest and fair. All the facts and details should be presented truthfully.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F51. Letter of complaint is a type of letter, the content shows dissatisfaction of the writer. It depicts the problem statement, gives enough evidence with support data and closes the letter with a goodwill gesture. a. writerb. speakerc. listenerd. auditor52. Sales letter: Writing a sales letter is one of the toughest types of letter writing. The AIDA technique is introduced to write a perfect sales letter.AIDA stands for: 1. A - Attention, 2. I - Interest, 3. D - Desire, 4. A ______a. Actionb. Activityc. Amalgamationd. Apple53. State true or false:1. The main objective of writing a sales letter is to introduce a old product to the customers.2. The main objective of writing a sales letter is to decrease the customer network.a. 1.T 2.Tb. 1.T 2.Fc. 1. F 2.Td. 1. F 2.F54. State true or false:1. Difference between a personal letter and a business letter is that personal letter is informal and business letter is formal.2. Difference between a personal letter and a business letter is that personal letter is unstructured and business letter is structured.a. 1.T 2.Tb. 1.T 2.Fc. 1. F 2.Td. 1. F 2.F55. State true or false:1. Difference between a personal letter and a business letter is that personal can be handwritten or typed in any font style and size and business letter is always typed with approved font style and size.2. Difference between a personal letter and a business letter is that personal letter does not require to maintain a proper grammatical structure and a business letter requires a good sense of grammar and tense.a. 1.T 2.Tb. 1.T 2.Fc. 1. F 2.Td. 1. F 2.F

UNIT 8

1. Written Communication within the organization is very important, especially when things have to be kept on permanent ______. Information has to be announced and instructions have to be given to subordinates by superiors.a. recordb. documentc. filed. folder2. Memo, which is an abbreviation of memorandum, forms a part of inter and intra- departmental correspondence. Derived from the Latin word, memorate, changed tomemorandus, it literally means to provide _______.a. evidenceb. informationc. proofd. support3. A memo is a ______ statement that provides information by a person or a committee to other people.a. spokenb. readc. writtend. recorded4. A memo is not a letter even though its basic purpose is to ______, make request, to put on record, to report and invite suggestions. It is different in its nature of the tone as well as the style.a. informb. confusec. gived. take5. A letter is more ______ in nature, but a memo ensures that the tone is more conversational.a. formalb. informalc. naturald. artificial6. If the memo is being sent to the top boss of the company, he might prefer a slightly more ______ style than the one, which could be adopted for peers or colleagues.a. naturalb. informalc. formald. artificial7. It is very important to evaluate the position of the ______, and to critically analyze the topic prior to determining the tone of the memo. a. receiverb. senderc. giverd. taker8. A memo is similar to a letter regarding the statement of the ______ and the points discussed. The language is polite and courteous and there is no breach of goodwill in the memo.a. subjectb. projectc. prospectd. object9. Companies have their own printed ______ in which the message is written and sent across to the other members. This format is more like that of a letter. It could be either in the full block or semi-block style.a. formatb. formc. formald. record10. It is important for the business executives to know how to ______ condensed memos.a. writeb. readc. organized. form11. Business executives may also be asked to ______ the business articles for their superiors.a. condenseb. compressc. executed. write12. In a prcis writing, where an article is reduced to ______ ______ its size, without losing the essence or meaning.a. one fifthb. one thirdc. one fourthd. half13. Prcis writing is regularly done by many ______ of top executives, to help them in keeping up with their business reading.a. writersb. chefsc. assistantsd. speakers14. ______ means that the prcis should be brief and shortened version of the original article.a. Condensationb. Comprehensionc. Coveraged. Correctness15. While in it prcis writing is very important to ______ the article to one fourth its size, the article should not lose its meaning in the process of doing this.a. reduceb. expandc. increased. stretch16. In the process of ______ the article, all the main points or the ideas in the original article should be retained and adequately covered, so that the shortened article comes across as complete.a. condensingb. comprehendingc. coveringd. completing17. Needless memo writing should be a crime across all states. One way to make sure no one reads or heeds memos is to send them out for the ______ issue.a. majorb. bigc. slightestd. important18. Most memo formats accommodate one ______ of information. This means that the topic details should be concise, with clear directives and contacts for follow-up.a. pageb. inchc. centimeterd. foot19. The reference ______ for a memo should always be given. It helps in documentation (recording of the documents) for cross reference and future reference.a. unitb. numberc. letterd. code20. Full dates in a memo are important from the point of view of ______ reference. Moreover, specifying the same also prevents errors of miscommunication that might occur.a. pastb. presentc. futured. regular21. The ______ of a memo is extremely important. It should be brief and should be able to communicate the basic objective of the message.a. subjectb. projectc. prospectd. object22. The message in a memo is ______ and brief, and is phrased in short and simple sentences. It follows a direct organizational plan, that is, the purpose is followed by the necessary details to support the opening sentences.a. indirectb. directc. confusedd. ambigious23. Unlike ______ letters, memos need not include a formal close (e.g., sincerely) and a signature line.a. formalb. informalc. naturald. artificial24. It is ______ to be brief and to the point, so that the memo does not exceed two pages in length.a. importantb. unimportantc. wrongb. confusing25. In a memo make the sentences and paragraph ______ , limit each paragraph to five lines or less, and use bullet wherever possible.a. longb. shortc. bigd. complex26. Use short, uncomplicated ______ and avoid trying to impress, by using unnecessary jargon and technical terms.a. wordsb. numbersc. lettersd. pictures27. Use of personal ______ and active voice is permitted in a memo, unlike a formal report where the passive voice should be used for the sake of objectivity.a. pronounsb. adjectivesc. adverbsd. nouns28. Although it is important to provide a justification when you make a request, or try to persuade someone to do something, do not ______ it in a memo.a. overdob. repeatc. dod. sing29. In a memo do not leave the ______ hanging. If you wish to persuade him to accept your request or recommendation, you must say so clearly, using action words and indicating a time frame or limit.a. speakerb. readerc. listenerd. writer30. Circulars are announcements that are distributed to small or ______ groups of people within the organization.a. detectiveb. selectivec. generald. common31. A Circular is also a ______ formal document, used from inter departmental, or inter organizational communication.a. writtenb. recordedc. spokend. copied32. The only difference in the Circular and Notice is that the Notice is displayed at one place, whereas the Circular is widely ______ among the members concerned.a. judgedb. circulatedc. noticedd. ignored33. Usually, the signature of the ______ is taken on the Circular, to ensure that the information has been transmitted.a. readerb. speakerc. listenerd. writer34. The circular should have the date. Moreover, the date should be correct because the circulars will be used in the ______ for references.a. pastb. presentc. futured. company35. The subject of the circular should be very ______ and concise.a. clearb. confusedc. ambiguousd. long36. In a circular, the name of the ______ should be clearly written, with his proper designation.a. receiverb. senderc. writerd. speaker37. In a circular, the message should be short and direct. There should be no philosophy hidden, as it makes the decoding very ______ for the receiver.a. easyb. smoothc. difficultd. clear38. In a circular, the language used should be ______ and courteous.a. simpleb. compoundedc. complexd. confusing39. In a circular, ______ of the sender is very important without which the circulars are invalid.a. signatureb. thumbprintc. identityd. number40. The circular ______ is very important while writing circulars.a. letterb. wordc. numberd. sentence41. A ______ is a formal, written document, the objective of which is to provide important information to the receivers.a. Circularb. Memoc. Noticed. Letter42. A notice is usually displayed on the ______ Board of the organization and everyone is expected to go through its contents. In case of a legal notice, it is sent by post.a. Circularb. Memoc. Noticed. Letter43. The idea of ______ a notice is to draw attention to something or some event that would take place.a. writingb. noticingc. readingd. drawing44. State true or false:1. A notice conveys information in a comprehensive manner. It is usuallyadvance information about -A jokeGeneral gossipAn eventA circusAn inaugurationA programme.2. In a notice, all the required information must be given in a simple, concise, attractive manner, so that people notice it.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F45. State true or false:1. The purpose of a Notice, in any business organization may be regarding inviting employees for a meeting.2. The purpose of a Notice, in any business organization may be regarding new rule / regulation to be initiated or formulated.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F46. ______ can use capital letters for details such as names of the organizations, captions, an important detail within the message itself.a. Circularb. Noticesc. Memosd. Letter47. State true or false:1. The subject of the notice can be placed at the top right or left or bottom right or left hand corner.2. The entire content of the notice is centered within a box.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F48. State true or false:1. The individual responsible for the issuing of the notice should write the name below the signature followed by his designation.2. Complete sentence may not be used always in all type of notices.Abbreviations and symbols can also be used.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F

UNIT 9

1. A ______ is a specific form of writing that is organized around concisely identifying and examining issues, events, or findings that have happened in a physical sense, such as events that have occurred within an organization, or findings from a research investigation.a. reportb. noticec. memod. letter2. It should be noted that reports are considered to be legal documents in the workplace and, thus, they need to be precise, accurate and difficult to ______.a. interpretb. misinterpretc. understandd. arrange3. The key to report writing is informing the ______ simply and objectively about all relevant issues.a. readerb. speakerc. listenerd. writer4. At a very basic level, a report can be distinguished from an essay by the creation of headings into which information is organized. Broadly, these headings may indicate sections within a report, such as an ______, discussion, and conclusion.a. introductionb. beginningc. startingd. ending5. Within the main section(s) making up the ______ of the report (the discussion in the example just given), there is often an opportunity to create your own structure according to the literature you have sourced, your development of ideas, and the task assigned.a. bodyb. heartc. reportd. soul6. A report provides you with that ______ before you begin to answer the question, while still allowing you some flexibility and freedom in deciding on the organization of subsections comprising the report's main sections.a. structureb. texturec. shaped. framework7. Each section in a report is typically written as a stand-alone piece, so the reader can selectively identify the report sections they are interested in, rather than reading the ______ report through, in one go from start to finish.a. wholeb. halfc. one thirdd. one fourth8. A third element of report writing is that it is an ______ and objective form of writing.a. unbiasedb. biasedc. neutrald. faulty9. The purpose of ______ a report is to pass on information and facts, which are required by executives and managers to achieve specific organizational objectives, strategies and decision making at various stages and at various levels.a. recordingb. writingc. listeningd. reading10. It is very critical to see that a ______ of continuity of various arguments or proposals and evidence can be demonstrated between the purpose of the report, the research, and ultimately the solutions, the findings and the recommendations.a. trackb. pathc. chaind. flow11. It helps the executives as well as non-executives to do an analysis of the problem it faces and the most possible solution it can derive from the ______ sessions.a. brainstormingb. focus groupc. therapyd. group discussion12. It has been generally perceived that the word Report, when heard, reminds us of some business activities or some ______ activities taking place in the organization.a. projectb. educationalc. physicald. developmental 13. Reports specifically designed or made for some ______ projects can be termed as engineering reports.a. generalizedb. specializedc. industrializedd. commercialized14. The reports designed for any ______ proposals, financials proposals or any business actions taken in relation to employee behaviour, progress, and maintenance of safety standards or of any such forms can be termed as business reports.a. businessb. projectc. technicald. audit15. Report is written to give a complete ______ of a certain problem, it must be comprehensive and detailed, and should leave out no relevant information.a. pictureb. documentaryc. movied. story16. In a good business report a good description should have all the characteristics of a good business ______ and contain only relevant matter.a. memob. letterc. noticed. circular17. In a good business report the ______ it uses must be clear and concise; for, a report written in vague, confused or muddled phrases will defeat its own purpose.a. languageb. wordsc. dialogued. speech18. The report must be written in a certain logical arrangement of ideas. The best arrangement is to proceed from the ______ to the particular.a. specialb. uniquec. generald. best19. While writing on a particular industry, a general description of the ______ and location must be given before giving details of the factory building and machinery.a. geographyb. demographyc. photographyd. people20. ______ plays a vital role in everyday affairs, whether it be in our personal life or at our workplace, the importance of effective communication cannot be over looked.a. Communicationb. Perceptionc. Presentationd. Multiplication21. The seven Cs of communication are credibility, context, content, clarity, continuity and consistency, ______ and capability.a. channelsb. riversc. oceansd. lakes22. Title page is the ______ page of the report.a. firstb. secondc. thirdd. fourth23. On a separate page, immediately following the title page, ______ the main points of the report.a. generalizeb. summarizec. privatizedd. liberalized24.In an ______ chapter, you formulate the problem that you want to address, the initial goals you had, etc., without going into details. Here, you also describe the structure of the rest of your report, indicating which chapter will address which issue.a. theory-orientedb. practice-orientedc. introductiond. conclusion25. A ______ chapter is one of the most important chapters and should be carefully written.a. theory-orientedb. conclusionc. introductiond. practice-oriented 26. Appendices allow you to add supporting information to your report. You can ______ spreadsheets, forms, questionnaires, tables, charts, articles in fact anything that will support the content of your report.a. removeb. cancelc. attachd. minus27. Before we start to write a report, we should always try to adopt effective writing strategies. It discusses problems, situations or conditions and stimulates our thinking into actions with a proper ______.a. planb. documentc. paperworkd. license28. It is always said that you should ______ down the problem in points, and draw inference as to why it is necessary concluding your purpose.a. speakb. markc. writed. point29. In a report the ______ main objective would be matched with the readers needs, knowledge, expectation and interest.a. writersb. sendersc. speakersd. listeners 30. While writing a report, it should be always kept in mind that the information gathered must not be biased, irrelevant, old and ______.a. correctb. incorrectc. rightd. perfect31. While writng a report data analysis and sorting is probably the most difficult because it requires considerable ______ effort to decide what you want to tell your readers.a. physicalb. spiritualc. mentald. logical32. ______ is a necessary preliminary step to report writing. It involves the planning needed to prepare a clear report that is logically organized, concise, and easy to read.a. Streamliningb. Outliningc. Noticingd. Recording33. While writing a report ______ use of English language, sentences, checks on spelling and grammar and graphical representations should be taken care of and reviewed. Relevant points should be high-lighted and emphasized.a. properb. incorrectc. improperd. wrong34. Ultimately, a ______ report must be an aid to problem solving rather than delaying the decision making process. a. goodb. betterc. badd. confused35. State true or false :1. In one of the seven Cs of communication in a report writing, credibility means the sender must be credible i.e., the sender must be authoritative and speak with integrity.2. In one of the seven Cs of communication in a report writing, clarity means the message must be clear; put in simple terms. i.e., the quality of expressing ideas or thoughts must be done in a clear andmeaningful way.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F

36. State true or false :1. In one of the seven Cs of communication in a report writing, content means the channels of communication should be those which the receiver uses and respects.2. In one of the seven Cs of communication in a report writing, channels means the content must be meaningful to the receiver and be compatible with his or her values system.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F37. State true or false:1. One of the important characteristics of a good report writing is being factual means information given should be based on facts, realistic & accurate.2. One of the important characteristics of a good report writing is being objective meaning letting the reader know your purpose, aim, goal for making this report.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F38. State true or false:1. One of the important characteristics of a good report writing is being professional which means it should be presented in such a way that it is proficient, and cannot be practiced or put into use.2. One of the important characteristics of a good report writing is being Comprehensive which means it It should be defined extensively as much as possible, but not so long that makes the reader very time consuming and bored.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F39. State true or false:1. One of the important characteristics of a good report writing is being detailed were every point discussed should be taken into account so that the reader can co-relate to any of the previous pages or any incidents, which he has seen or written previously.2. One of the important characteristics of a good report writing is being logical where it should be written in such a way that the reader feels that it is rational and justified.a. 1.T 2.Tb. 1.T 2.Fc. 1.F 2.Td. 1.F 2.F40. State true or false:1. The business report must be written in a certain illogical arrangement of ideas.2. The business report should contain the salutation, the complimentary close, etc., the only difference being that it may contain sub-titles and its paragraphs may be numbered, if necessary.a. 1.T 2.Tb. 1.F 2.Fc. 1.F 2.Td. 1.T 2.F

UNIT 10 E-Mail ( MCQs not possible because chapter is based on instructions only)

Extra mcqs.1. An individual spends a large amount of time in some other form of communication- reading, _______, listening or ________. (writing, speaking)2. It is very essential for every organization to develop a ________ communication system and to create proper channels of communication. (sound)3. ________ , therefore , refers to the transmission and reception of ideas, facts, opinions, feelings, emotions and more individuals. (Communication)4. For achieving the organizations ________ and for integrating all the activities, systems and procedures, it is necessary that the top management should continuously inform the other ________ about what is expected from them for the same. (objectives, employees)5. By introducing ________ in communication patterns, the management not only creates ________ and confidence in employees, but also prepares them for future changes, makes them aware about the enterprise problems and policies, avoids ________ and if at all it happens, then, takes immediate action to resolve it. (transparency, faith, misunderstanding)6. Communication gets affected by the context in which it takes place. This context may be physical, social, chronological or ________. (cultural)7. The views, background, approach, skills, competencies, and ________ of the sender have a great impact on the message. (knowledge)8. The message is a key idea that the sender wants to communicate. It is a sign that elicits the ________ of recipient. (response)9. When we speak, the speech is a ________; when we write, the writing is a ________; when we express, the expression is the message; every movement of our arms, eyes, head, legs etc is a ________ in itself. (message, message, message)10. The ________ must choose an appropriate _______ for transmitting the message , else the message might not be conveyed to the desired recipients. (sender , medium)11. The choice of appropriate medium of ________ is essential for making the message effective and correctly interpreted by the recipient. (communication)12. If you want to communicate with illiterate people, you will have to use a very familiar language with easy words; you cannot send emails to people in ________areas who are totally unaware about the use of ________. (rural, computers)13. The degree to which the decoder ________ the message is dependent upon various factors such as ________ of recipients, their responsiveness to the message, and the reliance of encoder on decoder. (understands, knowledge)14. ________ is the main component of the communication process as it permits the sender to analyze the efficacy of the message. (Feedback)15. Feedback may be ________ (through words) or ________ (in the form of gestures, postures, etc). It may take ________ form also in the form of memos, reports, circulars, notices, etc. (verbal, non-verbal, written)16. The four directions in which communication can travel are: downward; upward; lateral or horizontal; and ________. (diagonal)17. The main objective of ________ communication is to issue instructions, orders and show directions to the subordinates for getting the work done. (downward)18. A communicator is able to develop and maintain ______ and _______ interpersonal relationships by engaging kin good communication habits such as active listening, speaking clearly, being assertive and demonstrating a high degree of openness. (positive, effective)19. While communicating the sender should always place himself in the receivers position. This is known as ________. (Empathizing)20. While encoding the message the sender should try to avoid the use of ________ words or wrong language, which he himself cannot understand. (ambiguous)21. While communicating, our aim should be to convey the ________ whether positive/negative to the receiver, without any personal attacks. (message)

UNIT 11

1. Making a presentation is a form of public ______. It is a skill, and like all other skills, can be acquired and mastered.a. speakingb. writingc. readingd. listening2. Paying attention to the basic elements and requirements of a presentation and regular practice can help you ______ this skill.a. manipulateb. developc. maintaind. forget3. A ______ presentation reflects your verbal and non verbal communication skills as well as your ability to hold the interest of your audience.a. goodb. popularc. badd. boring4. A good presentation also ______ the extent of your knowledge, logical thinking, range of ideas and your confidence.a. hidesb. showcasesc. coversd. reduces5. The topic and the purpose of your presentation will determine its content and ______.a. styleb. behaviorc. mannerd. attitude6. Prior ______ of the locale of presentation will prepare you for the environment and the infrastructure you will get.a. attemptb. knowledgec. arrangementd. planning7. To provide ______ your presentation may be aimed at making your audience aware of certain facts; e.g., explain a new procedure, state a new policy, provide feedback about some work or performance, or simply to give instructions etc.a. informationb. analyzec. persuaded. convince8. To ______ the presentation can also be about reviewing or analyzing some project at various stages, presenting statistical data about something or the findings of a survey etc.a. informb. analyzec. persuaded. convince9. To ______ you may also make a presentation about a proposed project, to defend your research work, call for collaborative action, solve a problem, take a decision to launch a new product or to present your credentials and achievements to a prospective employer.a. informb. analyzec. persuaded. convince10. You should devise the strategy of your presentation according to the characteristics, education, cultural background and expectations of your ______.a. audienceb. peersc. superiorsd. subordinates11. If you are to make a presentation to your ______ in the office, you know the level of their knowledge about the subject, so you can move directly to your topic.a. colleaguesb. peersc. superiorsd. subordinates12. If you are making the same presentation to ______- persons, you may have to start with the background and only then move to details.a. audienceb. peersc. superiorsd. lay13. Investing some _______ to acquire some information and knowledge about your audience and their expectations is as important as the purpose of your presentation.a. timeb. spacec. landd. area14. If the group in a presentation is ______ and familiar, you may opt for an informal and interactive approach.a. smallb. largec. mediumd. old15. If you are to address a ______ gathering, your approach will have to be more formal.a. smallb. largec. mediumd. old16. Making a presentation in a _______ room requires a different approach than one that is to be made in a Pandal.a. livingb. conferencec. courtd. meditation17.While preparing a presentation ______ involves research, selection of content, structuring the material you plan to present, preparing for the presentation, and finally presenting it to your audience.a. planningb. organizingc. directingd. controlling18. While preparing a presentation, intensive and thorough ______ of the topic you are going to present is very essential.a. experimentb. planningc. researchd. inspection19. A thorough research into all aspects of the matter will not only help you to make an effective presentation, but will also equip you to handle all queries and counter arguments, with ______.a. confidenceb. lazinessc. angerd. insecurity20. If you plan to include audio visual aids like power point ______, decide what you are going to display in each slide and how you are going to present it.a. slidesb. designsc. formatsd. pages21. Consolidating the materials into a meaningful, clear ______, free of ambiguities and vagueness will make your final presentation effective.a. messageb. speechc. announcementd. quote22. A good presentation should ideally have three distinct parts: introduction, ______ and conclusion. a. bodyb. brainc. heartd. soul23. The ______ should be effective and gripping, so as to arouse the interest as well as the curiosity of the audience.a. bodyb. introductionc. conclusiond. brain24. The ______ should contain all the details and information pertaining to the topic in a logical and sequential order. Your presentation should flow from one point to another in a natural progression.a. bodyb. introductionc. conclusiond. brain23. If you plan to supplement your oral presentation with ______ aids like power point slides or overhead transparencies etc., decide on what content you will use in them.a. visualb. audioc. hearingd. walking24. The ______ should sum up your presentation on a positive note. Briefly summarize your presentation, go over the main points, restate your key message and end with a logical conclusion that wraps up your presentation effectively.a. bodyb. introductionc. conclusiond. brain25. Prepare ______ cards or notes for reference. It is not advisable to read out your presentation. Cue cards are small numbered cards on which you can write your main points. Each card should carry only one point.a. cueb. duec. venued. true26. In a presentation the ______ hurdle you need to cross is dealing with nerves and anxiety.a. firstb. secondc. thirdd. fourth27. Nerves and stress can serve as very potent ______ by giving you the impetus to put in more effort to succeed.a. motivatorsb. reactionsc. behaviourd. processes28. The ______ component is the delivery of the presentation in speech. Your voice will be the vehicle for conveying your message to your audience, so pay special attention to how you deliver your presentation.a. verbalb. vocalc. visuald. audio-visual29. In a presentation the ______ of your delivery should be captivating, compelling and convincing.a. styleb. printc. numbersd. shape30. In a presentation one should avoid using jargon, verbosity and clichs, and do not ______ yourself unless you want to emphasize something.a. repeatb. mentionc. presentd. show31. One should try to be well prepared so that you can make your presentation without ______ from a prepared text.a. readingb. writingc. recordingd. speaking32. Good ______ gauge their audiences reaction and adjust their speech, pace, tone etc., to keep them involved and interested.a. speakersb. readersc. presentersd. listeners33. The ______ component is even more important than the verbal. Even the best of contents written in the best of words can fall flat if delivered in a monotone.a. verbalb. vocalc. visuald. audio-visual34. The word ______ itself implies that you are performing for the audience. You must be very careful about the way you deliver your presentation.a. communicationb. presentationc. salutationd. introduction35. In a presentation tone should be in tune with the subject matter. If the subject is serious and the occasion is solemn, your ______ needs to be serious.a.