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business
business communication essentials
Business Communication Concepts Cases And Applications 2nd Edition P. D. Chaturvedi, Mukesh Chaturvedi - Solutions
A report can present the information in:(a) four ways(b) two ways(c) fi ve ways(d) three ways
Business research gives information to guide:(a) scholars(b) stockholders(c) brokers(d) business decisions
Th e glossary is the list of:(a) subjects covered in the report(b) diagrams used in the report(c) technical terms used in the report(d) references
Th e chronological development of information in the body of the report is done according to the:(a) choice of the writer(b) logical sequence of events(c) collection of data(d) order in which events occurred
A cover letter is normally written by the:(a) report writer(b) top management(c) CEO(d) reader
Which of the following is not a subsidiary part of a formal report?(a) Table of contents(b) Appendix(c) Glossary(d) References
How many basic parts of a formal report are there?(a) Five(b) Four(c) Six(d) Th ree
Th e index forms a part of the:(a) front matter(b) main body(c) end matter(d) glossary
Th e terms of reference for producing a specifi c report are given by the:(a) writer(b) reader(c) organization(d) expert
Reports present conclusions based on:(a) investigation(b) intuition(c) impression(d) belief
Comment on each of the following sentences:(a) “Yes, we appreciate the reasoning behind your letter.”(As an opening sentence.)(b) “Our policy is always to refuse such requests. We are sorry your request, therefore, is refused.”
Will you please correct my account balance to the correct fi gure—zero?” Write a “no” response to this letter explaining why the request cannot be granted.
“Last week, I paid my balance in full with a personal cheque.However, the enclosed statement shows a current balance of Rs
Writing marketing and sales letters off ers challenges to the writer. Discuss some of these challenges.
“Most letters written in the course of business are important to the writer as well as the reader.” Show how this is the case.
Formal, stiff letters, written in ceremonious language are a thing of the past in modern business transactions. Discuss whether this is true.
Modern business letters are usually written in:(a) full-block style(b) semi-block style(c) indented style(d) simplifi ed style
Th e simplifi ed style business letter has:(a) a salutation(b) a complimentary close(c) a subject line(e) indentation
Good business letters are characterized by the following personal quality of the writer:(a) sincerity(b) seriousness(c) humour(d) formality
Writing a letter with “you-attitude” means writing:(a) from the point of view of the writer(b) from the point of view of the reader(c) from the point of view of other persons not concerned(d) using the word “you” repeatedly
Simplicity in writing means essentially:(a) the use of simple words(b) the use of simple sentences(c) the use of simple tense(d) plainness
A memorandum (memo) is considered a brief form of written communication for:(a) internal use(b) formal use(c) external use(d) legal use
Form letters are also known as:(a) persuasive sales letters(b) bad news letters(c) formal letters(d) circular letters
Th e purpose of a “no” response letter is to leave the reader with:(a) no future hope(b) minimum disappointment(c) unpleasant feelings(d) reasons for the rejection of the request
Letters that please the receiver are called:(a) good-news letters(b) routine letters(c) invitation letters(d) “yes” letters
Business letters produce immediate eff ect because they are:(a) brief(b) formal(c) informal(d) interesting
Refl ect on the value of short and simple sentences in creating a lucid style.
How does extensive reading help in writing eff ectively?
“It is simple to be diffi cult, but very diffi cult to be simple while writing.” Elucidate.
Do pre-writing thinking and post-writing revising help the writer? Please discuss.
Why do most of us fi nd it diffi cult to convey our thoughts in written form? How can we overcome these diffi culties?
Write the correct form of the verb given in brackets in the blank space.(i) On __________ the news, the meeting was postponed.(receive)(ii) We were surprised to __________ our boss there. (fi nd)(iii) By __________ early, they avoided traffi c jams. (leave)(iv) Do not let me prevent you from
Change the following sentences from passive to active voice:(i) I am sorry to fi nd that you were not promoted this year.(ii) Th is is a suitable time for the new project to be started.(iii) I am extremely astonished at your behaviour.(iv) It is now time for the applications to be invited.(v) Th e
Rewrite each of the following sentences to refl ect more positive thoughts:(i) To avoid further confusion and delay, our Assistant Engineer will visit your place and try to rectify the problem.(ii) I was not invited to the party, so I did not come.(iii) Th e company will not hold the wages you have
Change the following expressions into more natural language:(i) Pursuant to(ii) Prior to the receipt of(iii) It has come to my attention(iv) Th e undersigned will(v) Hoping for the favour of a reply
In issuing instructions, one should avoid the:(a) passive voice (b) active voice(c) imperative form (d) subjunctive form
“Th ere”, as an introductory subject:(a) requires the verb to agree with its unreal subject(b) requires the verb to agree with the real subject that comes aft er it(c) requires the verb to agree with the object(d) is always singular
How many kinds of articles are there in English?(a) Th ree:a, an, and the(b) Two: defi nitive and indefi nitive(c) One: a(d) Botha) and b)
In a sentence, the verb agrees in number and person with its:(a) object (b) subject(c) adverb (d) preposition
Th e principles of eff ective writing include:(a) brevity (b) clarity(c) accuracy (d) all of the above
Technical accuracy of language means:(a) direct narrative (b) active voice(c) correctness of grammar, spelling, and punctuation(d) simplicity
In writing business letters, one has to be:(a) formal (b) dull(c) conventional (d) friendly
Informative writing focuses primarily on the:(a) reader (b) subject under discussion(c) latest news (d) writer
In business, the purpose of writing is mainly to:(a) entertain (b) inform(c) persuade (d) Both (b) and (c)
To complete the function of the written word, we require:(a) three persons (b) one person(c) two persons (d) four persons
Consider the modifying infl uence of culture on non-verbal modes of communicating feelings and relationships in similar social contexts.
(a) How would you interpret silence during a discussion between a Japanese businessman and your Indian colleague?(b) If a worker requests his supervisor for an increase in his salary and the supervisor remains silent, what should the worker gauge from his silence?
What is “rapport”? How would you establish rapport between yourself and your audience?
How would you know if your communication with your colleagues is breaking down? Why do communication breakdowns happen?
Refl ect on the guidelines for developing communication skills and the extent to which you are able to interpret non-verbal clues accurately.
Giving non-verbal messages is:(a) deliberate(b) spontaneous(c) tutored(d) a dramatic skill
Paralanguage is a kind of action language that refers to:(a) actual words(b) body language(c) personal space(d) the tone of voice, speed of speech, and hesitation
If a speaker winks aft er saying something, it suggests to the audience that the subject is:(a) serious(b) non-serious(c) true(d) incredible
By choosing to speak from the fl oor instead of the dais, a speaker can show the audience a sense of:(a) respect (b) closeness(c) equality (d) informality
Th e percentage of working time business executives spend in listening is:(a) 30 to 70 per cent(b) 40 to 50 per cent(c) 40 to 60 per cent(d) 20 to 80 per cent
Between a speaker and a listener, the closest zone of personal space possible is:(a) friendly(b) social(c) intimate(d) public
Positive gestures are body signals that make you look:(a) arrogant(b) hurtful(c) nervous(d) relaxed
Grooming is a form of non-verbal communication that is:(a) conscious(b) subconscious(c) arbitrary(d) hierarchical
Meta-communication conveys a meaning that is:(a) implied(b) directly stated(c) incompletely conveyed(d) graphically communicated
Non-verbal communication does not involve:(a) silence(b) gestures(c) space(d) words
Do you agree with the view that it is not possible to have appropriate communication between a speaker and a listener?
Do you believe that proper training can improve one’s listening skills?
In this chapter, there are some guidelines given for improving listening. Which of these would you fi nd suitable for improving your listening?
How would you evaluate yourself as a listener on the basis of the listening characteristics described in this chapter?
Consider the reasons for one’s occasional lack of concentration on what is said.
Listening, to a large extent, depends on a person’s:(a) desire to know(b) interest in others(c) taste for gossip(d) closed mind
Listening and hearing refer to:(a) the same thing(b) diff erent things(c) a specifi c act versus a general act(d) mental and physical acts, respectively
A clarifying listener:(a) explains the message(b) repeats what is said(c) illustrates the message with examples(d) elaborates the speaker’s underlying thoughts and feelings
A refl ective listener:(a) thinks about the speaker’s message(b) appreciates the message(c) ignores the details(d) repeats the message’s essential parts
Good listeners concentrate on:(a) the speaker’s main thought(b) the speaker’s every word(c) important words(d) minor details
When a listener abstracts partially, listening is:(a) helped(b) distorted(c) obstructed(d) slanted
As a sympathetic listener, you should consider the message from the point of view of:(a) the audience(b) yourself(c) the speaker(d) others
A serious listener concentrates on:(a) the speaker’s physical appearance(b) the speaker’s body language(c) the message(d) other thoughts
Listening, like speaking, reading, and writing, is:(a) a skill(b) a gift of nature(c) an art(d) a habit
Most of our waking time goes in:(a) hearing(b) speaking(c) writing(d) reading
Do you believe one can be assertive without being aggressive at the workplace? Give reasons for your answers.
Refl ect on the importance of noticing clues and cues in negotiations.
Refl ect on the diff erence between rejection and agreement in conversation. How would you behave if your suggestion as a manager is turned down by the vice-president of your company in a high-level meeting?
As rational human beings, what should be our attitude towards others’ opinions and beliefs?
According to Hayakawa, “Th e togetherness is not merely in the talking itself, but in the opinions expressed.” Do you agree with this assessment?
How important is informality in conversations?
What is the role of conversation in our business and personal lives?
Conversation control teaches us:(a) self-control as speakers(b) control of listeners’ responses(c) how to prevent others from speaking(d) the use of strong, authoritative language
To be assertive is to be:(a) fi rm(b) loud(c) indirect(d) aggressive
Summarizing given facts is an act of:(a) comprehension(b) repetition(c) shortening(d) hiding
A “cue” is a key word or phrase used by a person to:(a) show that what is said is not important(b) hide his or her real intentions(c) mislead the listener(d) indicate to the listener that something is important for the speaker
Conversation control means that, through practice, you can control the conversation of:(a) someone else(b) your own self(c) the whole group(d) your opponent
An emotional outburst should be answered with:(a) facts(b) strong language(c) tolerance(d) humour
At the workplace, to be a successful conversationalist, you should be:(a) submissive(b) aggressive(c) rude(d) assertive
Our endeavour in eff ective business conversation should be to arrive at:(a) consideration(b) agreement(c) commitment(d) acceptance
A conversation is successful when its direction is:(a) divergent(b) parallel(c) sequential(d) opposite
Th e underlying assumption of binary communication is that reality is:(a) multi-valued(b) black and white(c) personal(d) based on self-assertion
Th e structure of social conversation is basically:(a) psychological(b) emotional(c) logical(d) moral
Phatic communication uses words to express and share:(a) togetherness(b) meaning(c) beliefs(d) fear
Social conversation is also known as:(a) gossip(b) idle talk(c) chit-chat(d) meaningless communication
Conversation, in general, diff ers from other forms of oral communication with respect to its:(a) structure(b informality(c) purpose(d) technique
What is the effect of electronic media on oral communication?
How does a marked slowdown in the pace of speaking affect interpersonal communication?
What are the average per-minute speeds of speaking and listening?
How would you improve a person’s fluency of spoken English?
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