Monday, February 13, 2012

Business Communication Quiz - 24

1. Conflicts are inevitable, even most amicable people get upset at times. For the better running of organization conflicts should be resolved amicably. While resolving conflicts you have to go through various phases. In the last phase you have to
[A]Check to see that everyone’s information is correct
[B]Make sure the people involved really disagree
[C]Discover the needs each person is trying to meet
[D]Repair bad feelings

2. “To be well prepared, you must know exactly how much you are willing to concede or compromise on each factor. You must also have ready all the arguments you may need to justify your point of view.” Which of the following elements of negotiation does this come under?
[B]Understand the people involved
[C]Know your objectives
[D]Know the rules and regulations

3. Once you have decided on the format, you can start formulating specific questions. Each question must be so structured as to elicit just the information you want. “Are you familiar with our policy on plagiarism?” What kind of question is this?
I. Directive interview.
II. Close-ended.
III. Open-ended.
[A]Only (I) above
[B]Both (I) and (II) above
[C]Only (II) above
[D]Both (II) and (III) above

4. Communication among the members of a group leads to group decisions. If these decisions are to be effective, a group’s members must be able to communicate freely and openly with all the other members of the group. If communication fails that may lead to conflict. Which of these can be a constructive feature of conflict in a team?
[A]Puts everyone on an equal basis
[B]Increases involvement of all team members
[C]Helps everyone get to know each other
[D]Always leads to good results

5. Whether you are speaking, writing, or listening, communication is more than a single act. Instead, it is a chain of events that can be broken into five phases with feedback as the last phase. Feedback is the receiver’s response to a message; it can take a number of verbal and nonverbal forms. Which of the following is not a good way to give constructive feedback?
[A]Focusing on particular behaviors; feedback should be specific rather than general
[B]Keeping feedback impersonal and job related
[C]Using "you" statements; make clear where the employee is wrong
[D]Making feedback well timed; there should be only a short interval between the recipient's behavior and the feedback

6. Recently, you have received a letter from one of your customers stating that they have developed a problem in the product you have supplied and they have spent some amount for repairs. Their claim is that the product is still in guarantee period and hence; you should reimburse the amount spent on repairs. But your investigation revealed that the problem is due to the mishandling of the product by the customer. The best way to respond to the customer is
[A]Refuse the claim without any explanation
[B]Refuse the claim and point out the customer's mistake
[C]Honor the claim but do so resentfully
[D]Receive the claim but tactfully point out that your firm was not at fault

7. Just as good news is accompanied with supporting details, bad news should also be supported by reasons for the bad news. On what point do you want your readers to agree with you when you give them a bad-news message?
[A]You want them to agree that you are as disappointed in giving the bad news as they are about receiving it
[B]You want them to agree that your news, though negative, is fair and reasonable
[C]You want them to agree that you are not responsible for the decision that brought the bad news
[D]You want them to agree that the bad news will be followed by good news

8. The general reaction you want to secure from your audience may be stated in terms of informing, persuading, or entertaining. However, the particular and immediate reaction that you seek must be precisely formulated into a specific purpose. Most sales presentations are __________ presentations.

9. Different messages will have different objectives. Depending on the objectives, many things like tone of the letter language of the letter etc will change What is your goal when you write a letter of the letter, language of the letter etc., will change. What is your goal when you write a letter of recommendation?
[A]Nothing, because the letter is written for someone else
[B]To make some general comments about the person you are writing about so that you don't have to go into any details about his work
[C]To convince readers that the person you are recommending has the qualities necessary for the relevant position or benefit
[D]To convince the reader that you are a person in an important position

10. You are graduating from business school in another one month and entering the job market. Your education has equipped you with a set of resources-qualifications, skills –that you now have to sell to prospective employers. What additional section would improve the effectiveness of a scannable resume?
[A]An application letter should be made a part of a scannable resume, so the letter can be in the database too
[B]A detailed "References" section to enable the employer to check out your references before calling you for an interview
[C]A "Keyword Summary" section
[D]A "Keyword Summary" section in a box

11. A memo is a written message designed to provide a quick, convenient way for personnel to communicate with each other. Memos can range from informal, handwritten notes to formal, typewritten reports. Your manager has written the following memo to one of his subordinates. “I would be interested in receiving copies of that material that you and I talked about at the annual meeting last December”. The memo is
I. Too short.
II. Too vague.
III. Unclear.
[A]Only (I) above
[B]Only (II) above
[C]Both (I) and (II) above
[D]Both (II) and (III) above

12. A report, investigating different purchasing patterns of discretionary income on the basis of age and economic status would logically follow a breakdown of subdivisions on the basis of

13. When business people speak of reports, they are, in general, thinking of written, factual accounts that objectively communicate information about some aspect of the business. The report which contributes to management control is termed as

14. Your friend has started a new organization. He is encountering some labor problems. You are a personnel management specialist and have several years of experience in the personnel department of a large conglomerate. Your friend calls you over to his office one day to discuss his problems. In the course of the conversation, you give him some ideas about how he could solve his problems. He finds your ideas innovative and thinks they are just right for his kind of set-up. As you get up to leave, your friend clasps your hand warmly, beams at you and says, “Thank you very much. Your ideas are priceless.” Which of the following statements is most accurate?
[A]Most people can control their facial expressions; therefore, they can control the nonverbal facial messages they send
[B]Gestures merely add nonverbal meaning to verbal messages rather than conveying the entire meaning by themselves
[C]Most communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes
[D]A speaker's nonverbal cues rarely contradict his or her verbal messages

15. Nonverbal communication signals can completely alter the message that you communicate. Which of the following is not a category of nonverbal communication?
[A]Distance maintained
[B]Facial expressions and eye behavior
[C]Vocal characteristics
[D]Words used in the communication

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