Chap1: The Nature and Process of Communication

1. In general, human beings are:poor communicators

2. The word communication is derived from communis (Latin) which means:common
3. Meta-communication relates to the speaker’s:unintentional choice of words
4. Generally speaking, in business we communicate: to both persuade and inform
5. Effective communication is essentially a:both a one-way and a two-way process
6. Filters that affect the content of a message are in:the minds of both the speaker and the
listener
7. Speakers usually experience difficulty in ensuring that the message is:conveyed precisely,
understood correctly, and acted upon promptly and as desired
8. As a process of sharing thoughts and ideas, communication suffers mainly from: non-
physical barriers
9. ____ is not one of the 7 C’s of communication:character
10. Human communication is essentially:imperfect
Chap 2: Organizational Communication
1. Managing as a process does not organize:goods
2. Forecasting determines organizational:objectives and policies
3. To create a cooperative, understanding, and pleasant work environment in an
organization, decision-making should be:transparent
4. In an organization, the functional areas are:production, marketing, and finance
5. In business, a manager spends most of his or her time in:speaking
6. Managers need effective communication skills to perform the following roles:interpersonal
7. There are ____ levels in Maslow’s pyramid of needs.five
8. In organizations, the flow of communication sometimes slows down because there are too
many:hierarchical levels
9. Grapevine, as an information system, is: informal
10. A limitation of informal communication is that it is: inadequate
Chap 3:Intercultural Communication Skills
1. In international business, the trend to “go local” has led to local people and foreign
experts performing as: a team
2. Culture is embedded in our: minds
3. Cultural intelligence helps us to know cultural: differences
4. An individual’s behaviour in a foreign society becomes noticeable when it
____________ in relation to the foreign culture. deviates
5. Culture refers to:rules of behaviour
6. People in high-context cultures make business decisions on the basis
of:interpersonal relations
7. The exclusive centre of interest in low-context communication is:information
8. In monochronic cultures, the priority is: the job
9. The aim of cross-cultural communication training is to:create strong cultural ties
10. An e-mail’s style is determined by a person’s: culture
Chap 4: Oral Communication
1. Oral communication is the interchange of _____________ between the sender and
receiver.verbal messages
2. Body talk is also known as:leakage
3. Oral communication is better than written communication for:conveying feelings and
emotions
4. The limitation of oral communication is that: it is irreversible—what is said cannot be taken
back
5. In business, oral communication is face-to-face:in all but one situation
6. The foremost barrier to oral communication is:poor listening
7. The effectiveness of oral communication depends on the speaker’s ability to use:simple
language
8. In oral communication, what matters most is:how you say it
9. Oral communication is also known as:verbal communication
 10. In business, oral communication is suitable for: discussing things
Chap 5:Conversation Skills
1. Conversation, in general, differs from other forms of oral communication with respect to
its:informality
2. Social conversation is also known as:chit-chat
3. Phatic communication uses words to express and share:togetherness
4. The structure of social conversation is basically:psychological
5. The underlying assumption of binary communication is that reality is:black and white
6. A conversation is successful when its direction is:sequential
7. Our endeavour in effective business conversation should be to arrive at:commitment
8. At the workplace, to be a successful conversationalist, you should be:assertive
9. An emotional outburst should be answered with:facts
10. Conversation control means that, through practice, you can control the conversation
of:your own self
11. A “cue” is a key word or phrase used by a person to: indicate to the listener that
something is important for the speaker
12. Summarizing given facts is an act of:comprehension
13. To be assertive is to be:firm
14. Conversation control teaches us:self-control as speakers
Chap 6:Listening
1. Most of our waking time goes in: speaking
2. Listening, like speaking, reading, and writing, is: a skill
3. A serious listener concentrates on: the message
4. As a sympathetic listener, you should consider the message from the point of view of:the
speaker
5. When a listener abstracts partially, listening is:obstructed
6. Good listeners concentrate on: the speaker’s main thought
7. A reflective listener: repeats the message’s essential parts
8. A clarifying listener: elaborates the speaker’s underlying thoughts and feelings
9. Listening and hearing refer to: mental and physical acts, respectively
10. Listening, to a large extent, depends on a person’s:desire to know
Chap 7:Non-verbal Communication
1. Non-verbal communication does not involve:words
2. Meta-communication conveys a meaning that is:implied
3. Grooming is a form of non-verbal communication that is:conscious
4. Positive gestures are body signals that make you look:relaxed
5. Between a speaker and a listener, the closest zone of personal space possible is:intimate
6. The percentage of working time business executives spend in listening is: 30-70 per cent
7. By choosing to speak from the floor instead of the dais, a speaker can show the audience a
sense of:equality
8. If a speaker winks after saying something, it suggests to the audience that the subject
is:incredible
9. Paralanguage is a kind of action language that refers to:the tone of voice, speed of speech,
and hesitation
10. Giving non-verbal messages is:spontaneous
Chap 8:Written Business Communication
1. To complete the function of the written word, we require:two persons
2. In business, the purpose of writing is mainly to:Both inform and persuade
3. Informative writing focuses primarily on the:subject under discussion
4. In writing business letters, one has to be:friendly
5. Technical accuracy of language means: correctness of grammar, spelling, and
punctuation
6. The principles of effective writing include: brevity, clarity and accuracy
7. In a sentence, the verb agrees in number and person with its:subject
8. How many kinds of articles are there in English?Two: definitive and indefinitive
 9. “There”, as an introductory subject:requires the verb to agree with the real subject
that comes after it
10. In issuing instructions, one should avoid the:passive voice
Chap 9:Business Letters, Memos, and E-mails
1. Business letters produce immediate effect because they are:informal
2. Letters that please the receiver are called:good-news letters
3. The purpose of a “no” response letter is to leave the reader with:minimum
disappointment
4. Form letters are also known as:persuasive sales letters
5. memorandum (memo) is considered a brief form of written communication
for:internal use
6. Simplicity in writing means essentially:plainness
7. Writing a letter with “you-attitude” means writing: from the point of view of the
reader
8. Good business letters are characterized by the following personal quality of the
writer:sincerity
9. The simplified style business letter has:a subject line
10. Modern business letters are usually written in: full-block style
Chap 10: Report Writing
1. Reports present conclusions based on: investigation
2. The terms of reference for producing a specific report are given by
the:organization
3. The index forms a part of the:end matter
4. How many basic parts of a formal report are there?Five
5. Which of the following is not a subsidiary part of a formal report?Appendix
6. A cover letter is normally written by the:top management
7. The chronological development of information in the body of the report is done
according to the:order in which events occurred
8. The glossary is the list of: technical terms used in the report
9. Business research gives information to guide: business decisions
10. A report can present the information in: 3 ways
Chap 11:Presentation Skills
1. A presentation is a form of oral communication in which a person shares factual
information with an audience that is: specific
2. The presenter acts as the:advocate of the information
3. The three major elements of presentation do not include:visual aids
4. The audience for a presentation consists of people who:vary in their level of information
and purpose
5. To be able to give a good presentation, a full rehearsal is:necessary
6. Reading out a presentation is: not allowed
7. To make a presentation effective and impressive, you should use: a simple and active
form of sentences
8. To select the content of your presentation, you should know: the audience’s needs
9. In presentation design, maximum time is given to the:main body
10. Initially, a presentation is a form of:one-way communication
Chap 12: Negotiation Skills
1. As compared to unannounced negotiation, formal negotiation: is simpler
2. Informal negotiation involves:two people
3. Persuasion is an essential element of effective negotiation because it helps in: effecting
agreements and solutions in the interest of all
4. The final aim of negotiation is to: implement an agreement between two parties
5. A negotiation is discussed in a tone that focuses attention on the need to reach a
satisfactory solution by: joint problem-solving
6. Negotiation strategy is partly concerned with: searching for a common goal
 7. Negotiation implies that both parties accept that the agreement between them is: final and
binding
8. One’s negotiation objective should be: realistic
9. In order to persuade others, facts should be discussed from the point of view of a: second
party
10. In negotiations, the interpretation of a cue requires skill because it may be: ambiguous
Chap 13: Business Etiquette
1. The set of norms of behaviour and attitude in every workplace is: self-evolved
2. When introducing ourselves, we should use: both the first name and the surname
3. In business, when you fail to recall the name of a person met earlier, you can ask him or
her: for his or her business card
4. In business telephone calls, when making a request always use: the interrogative form
5. As a host, you would invite visiting foreign guests to a business dinner: personally, face-to
face
6. At an Arab business party, alcohol is: not served at all
7. In many parts of the world, such as Latin America and India, keeping the eyes lowered is a
sign of: respect
8. In different cultures, colors represent: different things
9. In business, keep telephone calls very short because the other person may not be: free to
talk to you
10. People from other countries can be easily put at ease by speaking to them in: their
language
Chap 14:CVs, Personal Interviews, and Group Discussions
1. The best way to apply for a job is to submit a résumé that is: specifically written for that
particular job
2. The application letter and the résumé perform: two different tasks
3. The résumé of a fresh graduate is generally:one page long
4. The application letter is: a description of your core strengths and suitability for the job
5. A summary placed at the beginning of the CV acts as a:preface
6. “Tease” or “stress” questions are intended to judge: how the candidate handles them
7. In an interview when you do not know an answer, you should: admit you do not know the
answer
8. The left part of our brain controls:logic and reasoning
9. The group discussion evaluates the candidate’s ability to:confer with others on a given
subject
10. The first objective in a group discussion is to:catch the group’s attention
Chap 15: Writing a Summer Project Report
1. The submission of the summer project report is: compulsory
2. The summer project report is written: upon completion of the project done during the
summer term
3. The summer project report is submitted for: evaluation by both the supervisors
4. The topic/subject of the summer project report is assigned by:the company
5. The summer project proposal is submitted by:the student
6. The findings of the summer project report are often valuable to the host company as they
are based on:actual work done on a live project
7. The summer project is carried out in the:sponsoring organization
8. Written feedback on the draft of the summer project report is given by:the two guides
9. The introduction to the summer project report begins with: a description of the company’s
business and major environmental factors
10. The table of contents in a summer project report: presents an overview of the organization
of the report
Chap 16:Written Analysis of Cases
1. A case, in management studies, gives an account of:management problems
2. Cases dealing with an organization’s experiences and efforts to solve problems are
described as:factual cases
3. All case studies involve documentation of the process of:strategic decision-making
4. Logical links between two events/facts are established by discovering:causal links
5. In the scientific study of a problem, opinions are not allowed because they are not:facts
6. The executive summary helps the decision-maker:learn about the problem without reading
the case fully
7. In a case study, the executive summary is placed:at the beginning
8. The first requirement for being able to write an analysis of a theoretical case is thorough
knowledge of the concerned:subject
9. The ability to think critically reflects a:questioning mind
10. In the conclusions section of an industry-based case study, the recommended action plan
is fully analysed in terms of its:viability, feasibility, and benefit to the company