Business communication 2015 MCQs ICAP

LEARNING OUTCOMES LO1.2.3: LO1.2.4: LO1.2.5: LO1.2.6: LO2.1.1: LO2.1.2: LO2.2.1: LO2.2.2: LO2.2.3: LO2.2.4: LO2.2.5: LO2.2.6: LO2.3.1: LO2.3.2: LO2.4.1: LO2.4.2: LO2.5.1: LO2.5.2: LO2.5.3: LO2.5.4: LO2.5.5: LO2.6.1: LO2.7.7: LO2.7.8: LO3.2.1 LO3.2.2: Identify the information needs of the organization and its sources, levels, and usefulness for effective communication Explain with simple examples the barriers to effective communication Describe different methods of communication and also state their appropriate medium Classify different types of communication networks and describe their influence on the communication process within an organization Develop an awareness and appreciation of the importance of intrapersonal communication Identify the basic aspects of intrapersonal communication including self- concept, perception and expectation Identify the axioms of interpersonal communication Specify the purposes of interpersonal communication Determine the role of stereotypes in the communication process Identify the role of communication conflict in intercultural relationships Explain the key ways to improve interpersonal skills Identify the elements and traits of ethics in interpersonal communication Explain the difference between creative thinking and critical thinking Assess the effect of critical thinking over communication Identify forms of non-verbal communication including facial expressions, posture, gestures, eye contact, voice and touch Explain the uses of non-verbal messages Contrast between oral and written communication Explain and account for the basic forms of oral communication including; face to face communications, interviews, telephone conversations, grapevine, negotiations, meetings, lecture/speech Contrast between speaking and listening skills Develop a personal, constructive approach to dealing with conflict situations through speech communication strategies of conflict resolution Explain the principles of preparing and delivering an effective public speech Assess the role of visual communication in simplifying and comparing information and illustrating trends and ideas Differentiate between different types of reports Explain the contents of different types of reports Explain the main features and practical use of social networking forums, blogs, podcasting, discussion boards, messaging, video conferencing and email Discuss the benefits and limitations of various types of electronic communication Ques Ans 34 39 42 16 49 18 51 20 53 27 59 29 61 31 63 SYLLABUS REFERENCE A2 - Communication process LEARNING OUTCOMES LO1.2.3: Identify the information needs of the organization and its sources, levels, and usefulness for effective communication LO1.2.4: Explain with simple examples the barriers to effective communication LO1.2.5: Describe different methods of communication and also state their appropriate medium LO1.2.6: Classify different types of communication networks and describe their influence on the communication process within an organization Multiple Choice Questions - Business Communication Page LO1.2.3: Identify the information needs of the organization and its sources, levels, and usefulness for effective communication Pointer Limited manufactures fine quality stationery supplies The management of the company wants to assess their market share to plan a year sales strategy and have asked the marketing director, Mr Talha, for information in this regard Mr Talha prepares a detailed report based on company’s sales of last quarter, the sales of competitors and sends it to the board of directors For preparation of report, Mr Talha used internet, his company’s sales records and an online marketing survey You’re required to identify the following from the above situation a Source(s) of information used for the report b Level of information Information in any organization is considered useful if it meets the _ criteria: a It is submitted on a timely basis b It is relevant to the user requirements c It is targeted towards effective and efficient decision making d All of the above Following is a list of activities performed at Delta Limited These activities are carried out in various departments based on the information obtained from respective areas Also given is the intended purpose of each activity Match the activity with the most relevant purpose Activity a) Calculation of accrued interest on bank loan b) Weighing the pros and cons to launch a new product in the market c) Checking how many employees were late to reach office d) Installing a bar code scanner at point of sales to calculate inventory requirement for next quarter e) Assessment of employees performance over the year to announce annual bonuses Multiple Choice Questions - Business Communication Purpose i) Decision making ii) Performance measurement iii) Control iv) Planning v) Transaction recording Page LO1.2.4: Explain with simple examples the barriers to effective communication Mr Raza is the finance manager at Giga Hertz Limited He is on his annual leaves from work and is currently in Thailand Last night he received a call from his company It was Ms Tahira from his office asking if Mr Raza could guide her about the budgeted profit and loss account At that time, Mr Raza was at a musical concert so he was not able to listen to Ms Tahira’s call properly due to high music Also, the mobile signal was weak As a result, Mr Raza was unable to advise Ms Tahira You’re required to identify the universals of communication in the above situation and also identify the barriers which caused ineffectiveness of communication Jargon is best defined as a an organization’s informal communication network b a report submitted via internet to interested users c expressions that are used by a particular profession are difficult for others to understand d none of the above Multiple Choice Questions - Business Communication Page LO1.2.5: Describe different methods of communication and also state their appropriate medium For a message which requires immediate feedback from the receiver, the sender should use method a written b oral c any of the above d none of the above Below is a list of situations You’re required to identify the method of communication employed in each of the situation along with the medium of communication S No Situation Meeting of board of directors of Galaxy Limited using Skype Business proposal submitted by Highfly Constructions to Sindh Government for construction of Karachi-Hyderabad motorway Email from Zain to his friend asking about course outline of business communication SMS sent by Fast Courier Service notifying customers of an increase in tariff Faris asking for exam registration procedure at ICAP facilitation centre Map of Expo Centre displayed at billboards across the city Multiple Choice Questions - Business Communication Method of Communication Medium of Communication Page LO1.2.6: Classify different types of communication networks and describe their influence on the communication process within an organization Grapevine can be best defined as a b c d encouraging staff participation in organizational decision making process making use of inter office memorandums for information circulation an organization’s informal communication network all of the above Rumors in organization can cause some serious harm However, the negative consequences of such rumors can be reduced by _ a b c d discouraging chit chats between employees during lunch time maintaining open communication channels within organization encouraging employees to be open with concerns, suggestions, and ideas both b and c Upward communication flows to a higher level in the group or organization Identify the most likely goal which is likely to be accomplished via upward communication a b c d to provide feedback to bosses inform the seniors of progress towards monthly targets communication of problems to senior management all of the above Mr Mukhtar is the CEO of Alpha Technologies Limited He sent an email to Ms Sarah, the finance manager of the company requesting the profit and loss figures for the quarter ended 30 September 2014 This communication cycle can be classified as in the organizational context a b c d downward communication upward communication intrapersonal communication none of the above Lateral communication takes place among and is said to facilitate _ a b c d customers of a retailer ; customer services competitors of a manufacturing concern ; competition suppliers of an industrial concern ; supply chain management members of the same work group ; coordination Multiple Choice Questions - Business Communication Page SYLLABUS REFERENCE B1 - Nature of Intra-personal communication LEARNING OUTCOMES LO2.1.1: Develop an awareness and appreciation of the importance of intrapersonal communication LO2.1.2: Identify the basic aspects of intrapersonal communication including selfconcept, perception and expectation Multiple Choice Questions - Business Communication Page LO2.1.1: Develop an awareness and appreciation of the importance of intrapersonal communication Which of the following activities fall under the ambit of communication? a Listening and reading b Reading and writing c Writing and speaking d Writing, reading, speaking and listening According to the results of a research study, nearly _ percent of working hours in an organization are dedicated to communication a 70 b 60 c 50 d 80 Ms Javeria is the marketing manager at Hyper Shopping Mall She decides to address the sales force of the mall to inform them that from the next quarter, they will be given an additional percent commission beside salaries The amount of commission will be based on the sales made by each individual She is of the opinion that doing so will improve the sales of the mall In this situation, communication from Ms Javeria is being used as a(n) _ tool a interpersonal b motivational c intrapersonal d external Hint: The four major functions which communication serves in an organization are control, motivation, emotional expression, and information Multiple Choice Questions - Business Communication Page SYLLABUS REFERENCE B4 – Non-verbal Communication LEARNING OUTCOMES LO2.4.1: Identify forms of non-verbal communication including facial expressions, posture, gestures, eye contact, voice and touch LO2.4.2: Explain the uses of non-verbal messages Multiple Choice Questions - Business Communication Page 51 LO2.4.1: Identify forms of non-verbal communication including facial expressions, posture, gestures, eye contact, voice and touch LO2.4.2: Explain the uses of non-verbal messages b non-verbal a movement of part of the body, especially a hand or the head a speed of speaking, gesture, and facial expressions a trust and honesty Multiple Choice Questions - Business Communication Page 52 SYLLABUS REFERENCE B5 - Verbal Communication LEARNING OUTCOMES LO2.5.1: Contrast between oral and written communication LO2.5.2: Explain and account for the basic forms of oral communication including; face to face communications, interviews, telephone conversations, grapevine, negotiations, meetings, lecture/speech LO2.5.3: Contrast between speaking and listening skills LO2.5.4: Develop a personal, constructive approach to dealing with conflict situations through speech communication strategies of conflict resolution LO2.5.5: Explain the principles of preparing and delivering an effective public speech Multiple Choice Questions - Business Communication Page 53 LO2.5.1: Contrast between oral and written communication a confidentiality, record retention b written c He should use oral communication as it will ensure that empathy is brought in the situation Multiple Choice Questions - Business Communication Page 54 LO2.5.2: Explain and account for the basic forms of oral communication including; face to face communications, interviews, telephone conversations, grapevine, negotiations, meetings, and lecture/speech b agenda ; minutes c chairman / chairperson d written confirmation of the conversation a undocumented Situation Composing his CV E.g a Filling out the application form b Calling the firm to confirm the date and time of interview c Discussing with his friends about the questions which are likely to be asked at the interview d Giving interview to the senior partner of audit firm e Participating in a group discussion with other fellow training candidates f Filling out a MCQ test as part of induction g Signing the contract after successful interview d exit c grapevine Multiple Choice Questions - Business Communication Medium Written Channel CV / Resume Written Oral Standardized form Telephone call Oral Face to face Oral Interview Oral Panel discussion Written Test paper Written Training contract Page 55 LO2.5.3: Contrast between speaking and listening skills b impromptu c active Multiple Choice Questions - Business Communication Page 56 LO2.5.4: Develop a personal, constructive approach to dealing with conflict situations through speech communication strategies of conflict resolution c use of techniques to achieve a desired level of conflict b withdrawal from the conflict b problem solving involves open discussion for conflict management Multiple Choice Questions - Business Communication Page 57 LO2.5.5: Explain the principles of preparing and delivering an effective public speech c persuasive a To begin his speech by highlighting the areas of agreement d all of the above are true reasons Multiple Choice Questions - Business Communication Page 58 SYLLABUS REFERENCE B6 - Visual communication LEARNING OUTCOMES LO2.6.1: Assess the role of visual communication in simplifying and comparing information and illustrating trends and ideas Multiple Choice Questions - Business Communication Page 59 LO2.6.1: Assess the role of visual communication in simplifying and comparing information and illustrating trends and ideas a pictograms a line graph b pie chart a table a bar graph Multiple Choice Questions - Business Communication Page 60 SYLLABUS REFERENCE B7 – Written communication LEARNING OUTCOMES LO2.7.7: Differentiate between different types of reports LO2.7.8: Explain the contents of different types of reports Multiple Choice Questions - Business Communication Page 61 LO2.7.7: Differentiate between different types of reports LO2.7.8: Explain the contents of different types of reports d Introduction, Body, Terminal Sections c the former is sent outside the organization a consistent, parallelism c the material related to but not vital to report content c progress report d Annual Multiple Choice Questions - Business Communication Page 62 SYLLABUS REFERENCE C1 and C2 LEARNING OUTCOMES LO3.2.1 Explain the main features and practical use of social networking forums, blogs, podcasting, discussion boards, messaging, video conferencing and email LO3.2.2: Discuss the benefits and limitations of various types of electronic communication Multiple Choice Questions - Business Communication Page 63 LO3.2.1: Explain the main features and practical use of social networking forums, blogs, podcasting, discussion boards, messaging, video conferencing and email LO3.2.2: Discuss the benefits and limitations of various types of electronic communication d A condition in which information inflow exceeds an individual’s processing capacity c preventing information from unauthorized access d All of the above d both a and b c eliminating the need of physical attendance of participants via air travel a website about a single person or company c privacy concerns a communicating the news of laydownof500 employees of a large bank Multiple Choice Questions - Business Communication Page 64 ... Questions - Business Communication Method of Communication Medium of Communication Page LO1.2.6: Classify different types of communication networks and describe their influence on the communication. .. This communication cycle can be classified as in the organizational context a b c d downward communication upward communication intrapersonal communication none of the above Lateral communication. .. axiom that a communication is not essential b communication is a series of punctuated events c communication is inevitable d communication is irreversible The communication between groups