SMB102-ICFAI Business communication and soft skill

8/20/2019 SMB102-ICFAI Business communication and soft skill

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Model Question Paper

Business Communication & Soft Skills (SMB102)

• Answer all 100 questions.

• Each question carries one mark.

1. Which of the following information should not be included in the education section of a résumé?

(a) he list of technical schools attended including location and dates of attendance(b) he ma!or area of stud" of the a##licant

(c) $ro!ects undertaken that show an abilit" to work with others% and writing or s#eaking acti&ities' #ublications' and roles in academic or #rofessional organiations

(d) he details of marks obtained b" the a##licant in his res#ecti&e areas of stud"(e) he degree awarded.

2. Which of the following is an o#enended question with regard to an inter&iew?

(a) *an "ou tell us about "ourself?(b) Are "ou a nati&e of +ihar?

(c) Are "ou familiar with our #olic" on absenteeism?(d) ,id "ou see the -o /moking sign in the cafeteria?(e) ,o "ou ha&e an" knowledge of our com#an"?

3. he tet of a re#ort follows the structure #o#ular in oral #resentations. -ell them what "ou told them im#lies

which of the following #arts of the structure?

2. 2ntroduction.22. +od" of the re#ort.

222. /ummar"' conclusions and recommendations.

(a) 3nl" (2) abo&e(b) 3nl" (22) abo&e

(c) 3nl" (222) abo&e(d) +oth (2) and (22) abo&e

(e) All (2)' (22) and (222) abo&e.

. he following are eam#les of classification of re#orts' e!cept

(a) 2nformational(b) 4unctional(c) 4ormal

(d) $eriodic(e) 5lossar".

". 6isual aids are used to

2. /trengthen the material b" clarif"ing' sim#lif"ing' or em#hasiing it.22. *on&e" information ob!ecti&el" from one organiational area to another.222. Attract the readers attention for a s#ecific #ur#ose.

(a) 3nl" (2) abo&e(b) +oth (2) and (22) abo&e(c) +oth (2) and (222) abo&e(d) +oth (22) and (222) abo&e

(e) All (2)' (22) and (222) abo&e.

#. A claim letter is written when there is a request for all the following situations' e!cept for

(a) 7efund(b) 7e#lacement(c) Echange(d) $lacing future orders(e) $a"ment for damages.

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$. Which of the following acti&ities must be undertaken b" all #ros#ecti&e !ob a##licants to identif" their strengths'interests and achie&ements and find read" answers to questions asked during an em#lo"ment inter&iew?

(a) 8ob anal"sis

(b) *areer #lanning(c) /elfanal"sis(d) *areer anal"sis

(e) 8ob e&aluation.%. egotiation tactics hinge on the &ariables' some of which are conceded b" one #art" and some b" the other #art".

6ariables that are traded are referred to as

(a) *onclusions(b) 7ecessions(c) *ontortions(d) *oncessions(e) *onfessions.

. Which of the following is not true regarding a functional résumé?

(a) 2t is useful for #eo#le who are !ust entering the !ob market(b) 2t is the traditional and the most common kind of résumé

(c) 2t is organied around a series of skills and accom#lishments(d) Em#lo"ment and academic e#erience are included in the subordinate sections(e) he focus is on indi&idual areas of com#etence.

10. he following are the elements of a re#ort' e!cept

(a) $ostscri#t(b) Abstract

(c) able of contents(d) 5lossar"(e) A##endi.

11. 2n re#orts' the most commonl" used &isual aids are tables' bar charts' line charts' #ie charts' ma#s' flowcharts'diagrams' and #hotogra#hs. Which of the following is9are true regarding tables?

2. he" are used to #resent detailed numerical information.22. he" are ideal when the audience need the facts.222. he" de#ict changes in quantitati&e data o&er time and illustrate trends.

(a) 3nl" (22) abo&e(b) +oth (2) and (22) abo&e(c) +oth (2) and (222) abo&e

(d) +oth (22) and (222) abo&e(e) All (2)' (22) and (222) abo&e.

12. :anish attended a softskills training class but could not hear the lecture #ro#erl"' as there was a lot of

disturbance in the ad!acent hall' where a marriage was being #erformed with full blast of trum#etblow. Which of the following are the barriers to listening that disturbed :anish?

(a) ,istracting sounds(b) $oor acoustics(c) ;ncomfortable seating arrangements(d) Egocentrism(e) :essage o&erload.

13. *hitra com#leted her :+A in arnataka ;ni&ersit". /he com#leted her graduation in 8une


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1. he following are the guidelines to be followed for #re#aring a -request memo in order to moti&ate the reader totake the desired action' e!cept

(a) he reasons for the request should be #resented

(b) 4inancial costs in&ol&ed' should be e#lained(c) 2f the memo is #ersuasi&el" written' it should be eas" for the reader to sa" -"es(d) 4eedback on an" misunderstood or unclear #oints should be encouraged

(e) hroughout the memo' tact and di#lomac" should be maintained.1". Which of the following inter&iews #rimaril" seek to induce somebod" to ado#t a new idea' #roduct or ser&ice and

are generall" associated with selling?

(a) ,isci#linar" inter&iews(b) $ersuasi&e inter&iews

(c) *ounseling inter&iews(d) $erformance a##raisal inter&iews(e) Em#lo"ment inter&iews.

1#. Although there is great &ariet" in the sub!ect matter' needs of the audience' and t"#es of re#orts' there are a fewste#s that la" the foundation of a re#ort. Which of the following are the ste#s of a re#ort?

2. ,efining the #roblem and the #ur#ose.

22. 2dentif"ing and organiing the issues for in&estigation.222. *onducting research.26. Anal"ing and inter#reting data' drawing conclusions and de&elo#ing recommendations.

(a) +oth (2) and (22) abo&e(b) +oth (2) and (222) abo&e(c) +oth (2) and (26) abo&e(d) (2)' (22) and (222) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

1$. Which of the following statements is9are not true regarding 5antt chart?

2. he length of the bars de#icts the quantities the" re#resent.22. 2t gra#hicall" dis#la"s time relationshi#s.

222. 2t is a horiontal bar chart.

(a) 3nl" (2) abo&e(b) 3nl" (222) abo&e

(c) +oth (2) and (22) abo&e(d) +oth (2) and (222) abo&e(e) All (2)' (22) and (222) abo&e.

1%. egotiation is essentiall" a communication #rocess between two #arties and its success' to a great etent' de#endson how well the two #arties can build bridges of

(a) $riorit"

(b) 7a##ort(c) 5oal(d) 2deals

(e) 7elationshi#.

1. Which of the following statements is not true regarding the guidelines for writing ideas and suggestions memo?

(a) Write directl" @ the manager would not ha&e asked for ideas unless he thought the writer had something tooffer

(b) +egin with #ositi&e comments and then tactfull" #resent suggestions

(c) 5rou# ideas according to the sub!ect and use headings to highlight them(d) +e s#ecific and do not stra" off the #oint(e) ,esign as a fillin form on which data can be entered quickl".

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20. Which of the following is not true with regard to the heading and date of a standard letter?

(a) he heading contains the message(b) he date is t"#ed two to si lines below the last line of the letterhead

(c) he month should be s#elled out but not abbre&iated(d) 2t is better to a&oid #utting the date in numerals(e) 2f the letter is written on blank #a#er' the writers address must come immediatel" abo&e the date.

21. All the following are included in the -inside address of a standard letter' e!cept

(a) $ersonal title of the recei&er (b) $rofessional title of the recei&er

(c) he name of the recei&er(d) he name of the recei&ers com#an"(e) he name of the sender.

22. At the end of a re#ort' conclusions and9or recommendationsB should be made based on the e&idence that hasamassed o&er the course of an in&estigation. Which of the following statements is9are true regarding

-conclusion?

2. his is a logical inter#retation of what the facts in the re#ort mean.22. his is ina##ro#riate in a re#ort when "ou are not e#ected to su##l" it.

222. his suggests what ought to be done about the facts.(a) 3nl" (2) abo&e(b) +oth (2) and (22) abo&e


23. egotiation can be handled in different wa"s and its outcome de#ends on the t"#e of a##roach. A winlosea##roach to negotiation is marked b" which of the following?

(a) /a&ager"

(b) armon"(c) *om#etiti&eness(d) Cainess(e) ,iscord.

2. *onsider the following eam#le and identif" the categor" it belongs to from the o#tions gi&en.

,ate o&ember 1' artheek >a#oor 4rom /uresh /anda

/ub!ect Em#lo"ee turno&er data

At the meeting last ,ecember' "ou mentioned about em#lo"ee turno&er. *ould "ou send me a co#"? hanks.

(a) A well organied memo(b) A &ague memo(c) A clear memo

(d) A word" memo(e) An ambiguous memo.

2". Which of the following statements is9are true regarding the organiation of information in wellwrittena##lication letters?

2. A##lication letter alwa"s focuses on a central selling #oint.22. he central selling #oint is introduced in the first or the second #aragra#h and stressed in the #aragra#hs that

follow.

222. 2t is best to limit the a##lication letter to one #age and to four or fi&e #aragra#hs.

(a) 3nl" (2) abo&e(b) 3nl" (22) abo&e

(c) +oth (2) and (22) abo&e(d) +oth (22) and (222) abo&e

(e) All (2)' (22) and (222) abo&e.

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2#. Which of the following is true regarding the sim#lified block letter format?

(a) All lines in this format begin at the right margin(b) /alutation is #laced abo&e the signature block

(c) he sub!ect line is #laced a double s#ace abo&e the inside address and a double s#ace below the bod"(d) /alutation and com#limentar" close are included(e) All lines begin at the left margin.

2$. A re#ort can end in all the following wa"s' e!cept with a9an

(a) Authoriation(b) *onclusion(c) /ummar"(d) 7ecommendation

(e) 7e&iew.

2%. egotiation can be handled in different wa"s. he outcome of a negotiation de#ends on the a##roach. hefollowing are the different a##roaches to negotiation' e!cept

(a) +argaining orientation(b) *om#romise(c) Coselose orientation

(d) Winwin orientation(e) :ani#ulation.

2. Which of the following &isual aids can be more dramatic than being meaningful?

(a) $ictograms(b) $ie charts(c) Cine charts(d) 4lowcharts(e) +ar charts.

30. Which of the following forms of listening in&ol&es !udging the clarit"' accurac" and reliabilit" of the e&idencethat is #resented' and being alert to the effects of emotional a##eals?

(a) Acti&e listening

(b) *ritical listening(c) *om#rehensi&e listening(d) ,istincti&e listening

(e) $assi&e listening.

31. he work e#erience section #ro&ides information about ones em#lo"ment histor". he following informationshould be included in this section' e!cept

(a) he title of the !ob' including its ma!or res#onsibilities(b) he inclusi&e dates of em#lo"ment for the !ob(c) he name of the em#lo"er and the location of the !ob(d) /ignificant accom#lishments on the !ob

(e) he im#ortant !ob skills acquired.

32. Which of the following items of checklist comes under the closing #aragra#h of an a##lication letter?(a) $resenting "our ke" qualifications for the !ob' highlighting what is on "our résumé D !obrelated education

and training% rele&ant work e#erience% and related acti&ities' interests' and qualities(b) Ado#ting a mature and businesslike tone(c) When res#onding to a !ob ad&ertisement' identif" the #ublication in which it a##eared and briefl" describe

how an a##licant meets each requirement stated therein

(d) 7equesting a screening inter&iew with the nearest regional re#resentati&e' if the com#an" headquarters issome distance awa"

(e) Cinking "our education' e#erience' and #ersonal qualities to the !ob requirements.

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33. ,ifferent #eo#le res#ond in different wa"s when faced with a conflict. here are different a##roaches to manage aconflict. Which of the following statements is9are not true regarding the com#romising a##roach?

2. 2t generates illwill that is un#leasant.

22. 2t focuses on satisf"ing both #arties to the greatest degree.222. 2t focuses awa" from the conflict altogether.26. 2t is coo#erati&e in nature.

(a) 3nl" (222) abo&e(b) +oth (2) and (22) abo&e(c) +oth (222) and (26) abo&e(d) (2)' (22) and (222) abo&e(e) (22)' (222) and (26) abo&e.

3. he re#orts #re#ared b" :r. >a#oor are carefull" structured. e mentions e&er" detail that is required and writesin st"le eliminating #ersonal #ronouns. Which of the following t"#es of re#orts does :r. >a#oor #re#are?

(a) 4ormal re#ort(b) 2nformal re#ort(c) Anal"tical re#ort(d) 2nformation re#ort(e) $ro#osal re#ort.

3". :r. 7a!' the *hairman of $awan *hemicals' wanted to con&e" to the +oard of ,irectors the frequenc" of multi#leaccidents re#orted at three #lants o&er a "ear. Which of the following bar charts can he use to re#resent the abo&edata?

(a) /im#le bar chart(b) 5antt chart(c) :ultirange bar chart(d) /tacked bar chart(e) /inglerange bar chart.

3#. 4rom a #urel" #ractical stand#oint' a &isual aid is con&enient for a s#eaker' who can use it as a tool for remembering the details of a message. Which of the following are the guidelines for using a &isual aid?

2. +e sure that all members of the audience can see the &isual aids.22. Allow the audience' time to read a &isual aid before #ro&iding an e#lanation.222. Cimit each &isual aid to one idea.26. 2llustrate onl" the main #oints' not the entire #resentation.

6. $ara#hrase the tet of the &isual aid% do not read it word for word.

(a) +oth (2) and (22) abo&e(b) +oth (22) and (222) abo&e

(c) +oth (2) and (26) abo&e(d) +oth (2) and (6) abo&e(e) All (2)' (22)' (222)' (26) and (6) abo&e.

3$. o #h"sicall" transmit "our message' "ou select a communication channel and a medium. Which of the following

does not relate to the written channel?

(a) Cetters(b) 7e#orts(c) :emos

(d) /#eech(e) +rochures.

3%. Which of the following does not relate to the last #aragra#h of writing to #ersuade?

(a) :ention the s#ecific action "ou want(b) 7efer to the reward for taking action(c) 4ocus on a central selling feature

(d) $resent action as being eas" to take(e) $ro&ide a stimulus for quick action.

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3. :r. 7a!esh has identified the #osition for which he would like to a##l" and #re#ared an effecti&e résumé. henet ste# is to write a letter of a##lication. Which of the following is not a fa&orable qualit" of a wellwrittena##lication letter?

(a) 4ocusing on the reader (b) r"ing to address to the title of the #erson(c) Cimiting the length of a##lication letter

(d) /howing awareness and knowledge of !ob requirements(e) 4ocusing on the central #oint of the letter.

0. +usiness inter&iews are di&ided into &arious categories. Which of the following is9are true regarding counselinginter&iews?

2. he" seek to determine whether a #articular a##licant is suitable for the !ob.

22. he" #ro&ide guidance and assistance to em#lo"ees.222. he" in&ol&e #ersonal and emotional issues.26. he" #ro&ide !obrelated feedback to em#lo"ees.

(a) 3nl" (222) abo&e(b) +oth (2) and (22) abo&e(c) +oth (22) and (222) abo&e(d) (2)' (222) and (26) abo&e

(e) (22)' (222) and (26) abo&e.

1. >rishnan' the sales manager of ewtrons Ctd.' #romised to #ro&ide sales co&erage to si additional cities a#artfrom the ones he was co&ering' if his 5eneral :anager' 7aghu' su##orted him with three more sales #eo#le.When >rishnan consulted him on this issue' he immediatel" agreed on the #lan of action. Which of the followingmemos can be used b" 7aghu to su##ort this agreement?

(a) 7equest memo(b) *onfirmation memo(c) $eriodic re#ort memo

(d) 2deas and suggestions memo(e) 2nformal stud" results memo.

2. Wellwritten a##lication letters ha&e &arious qualities. he qualit" of e#laining what "ou can do for the reader'

relates to

(a) a&ing knowledge of em#lo"ers acti&ities(b) 3rganiing the letter in a #ro#er wa"(c) aking care of the -mechanics(d) a&ing the -ou attitude

(e) $ro&iding readerbenefit information.

3. Which of the following to#ics is generall" not co&ered in the introduction of a re#ort?

(a) Authoriation(b) $roblem(c) +ackground(d) 7ecommendations

(e) 3rganiation of the re#ort.. *ommunication is essential for the functioning of an organiation. his communication' internal and eternal

takes #lace through which of the following?

2. 5estures.22. E#ressions.222. Cistening.26. /#eaking.

6. Writing.


(d) +oth (222) and (26) abo&e

(e) All (2)' (22)' (222)' (26) and (6) abo&e.

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". Writers normall" follow the norms of a standard letter to write a letter im#ressi&el". owe&er' some start theo#ening in a different wa". hank "ou' :r. 7aina' for the #rom#t #a"ment of the billB is an eam#le of which of the following #arts of a standard letter?

(a) *om#limentar" close(b) /alute o#ening(c) +od"

(d) eading(e) 2nside address.

#. Which of the statements is not true about the credit refusal for a #roduct ordered?

(a) 2t might cause credit a##licants to #refer the brand' and ma" e&en make them feel like bu"ing it on cash basis

(b) 2t suggests that the writer is tr"ing to be hel#ful(c) 2t makes the writing sim#le because negati&e thoughts are eas" to deem#hasie when cushioned with

resale material(d) 2t can confirm the credit a##licants !udgment in choosing the merchandise' thus making an indirect

com#liment(e) 4igures should follow the statement of refusal.

$. Which of the following statements is not true regarding oral communication?

(a) +usiness #eo#le tend to #refer oral communication channels to written ones(b) 3ral communication is relati&el" eas" and efficient than written communication(c) 2t is generall" quicker and more con&enient to talk to somebod" than to write a memo or letter (d) 4or maimum im#act' business #eo#le should use onl" oral channels(e) 2n oral communication' "ou can #ick u# added meaning from non&erbal cues and benefit from immediate

feedback.

%. Which of the following is9are true regarding the introductor" #aragra#h of a letter con&e"ing un#leasant news?

2. 2t should be neutral' rele&ant and succinct leading to the un#leasant news.22. 2t should build a transition into the discussion of reasons along with re&ealing the un#leasant news.222. 2t should not be misleading.

(a) 3nl" (2) abo&e(b) 3nl" (22) abo&e(c) +oth (2) and (22) abo&e(d) +oth (2) and (222) abo&e

(e) All (2)' (22) and (222) abo&e.

. Which of the following statements is not true regarding non&erbal communication?

(a) on&erbal cues are es#eciall" im#ortant for con&e"ing feelings(b) he #ower of non&erbal communication lies in its reliabilit"(c) 2f a #erson sa"s one thing but transmits a conflicting message non&erball"' we almost

in&ariabl" belie&e the non&erbal signal(d) ou can !ust #ick u# a book on non&erbal language and master the &ocabular" of gestures that are common

in a #articular culture

(e) o a great degree' an indi&iduals credibilit" as a communicator de#ends on non&erbal messages."0. Which of the following is9are the characteristic(s) of -winwin negotiating st"le?

2. :utual gain is &iewed as attainable.22. Congterm a##roach seeks good relationshi#.222. 3nl" task issues are considered.26. $arties acce#t the other #ersons &iew grudgingl".


(d) (2)' (22) and (222) abo&e(e) (22)' (222) and (26) abo&e.

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"1. Which of the following is not a factor that influences the ethical beha&ior of a manager?

(a) *om#an" mission(b) 2ndi&idual characteristics

(c) /tructural &ariables(d) 3rganiational culture(e) 2ssue intensit".

"2. 3rganiing means #utting things in order. Arrange the following ste#s in&ol&ed in organiing in the right order.

2. ,i&iding into units.22. ,elegating work.222. *oordination.26. $re#aring a list of acti&ities.

6. 2dentif"ing the ob!ecti&e.

(a) (2)' (22)' (222)' (26)' (6)(b) (22)' (26)' (6)' (2)' (222)

(c) (26)' (222)' (22)' (2)' (6)(d) (6)' (2)' (26)' (22)' (222)(e) (6)' (26)' (2)' (22)' (222).

"3. /tress occurs when the bod" #erforms acti&ities outside its ca#abilities or when a #erson faces etraordinar"demand. /tress can be #ositi&e or negati&e. Which of the following is called as #ositi&e stress?

(a) ,istress

(b) 2nternal stress(c) Eustress(d) Eternal stress(e) 8ob stress.

". :r. 6i&ek is alwa"s obsessed with #roducing qualit" work. e takes too much time to re#l" to mails and do other

minor !obs. owe&er' this obsession often results in wastage of time and in missing deadlines. Which of thefollowing t"#es of time abusers relates to :r. 6i&eks obsession?

(a) es man

(b) he anal"er (c) $eo#le #leaser (d) he #reem#ti&e(e) $roacti&e.

"". 5oleman and *ar" *herniss ha&e de&elo#ed certain guidelines for conducting training #rograms for de&elo#ingemotional intelligence in an organiation. hese guidelines are grou#ed into &arious stages. 2n which of thefollowing stages is the su##ort and guidance of colleagues' su#eriors and the management critical?

(a) E#loring(b) raining(c) E&aluation(d) A##lication(e) $re#aration.

"#. A 8a#anese term used to describe minor changes and inno&ations in o#erations to bring about an im#ro&ement inthe #rocess is termed as

(a) 2ntra#reneurshi#(b) >aien(c) Eno&ation(d) *reati&e training(e) *reati&e o&erloading.

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"$. ens /el"e' de&elo#ed a model called the 5eneral Ada#ti&e /"ndrome model. Which of the following is9are nottrue regarding this model?

2. he model e#lains the #henomenon of stress.

22. he model e#lains s"m#toms of unmanaged stress.222. he model e#lains the le&els of stress.26. he model e#lains the strategies to fight stress.

(a) 3nl" (2) abo&e(b) +oth (2) and (222) abo&e(c) +oth (22) and (26) abo&e(d) (2)' (22) and (222) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

"%. Which of the following qualities is not essential for an em#lo"ee with good inter#ersonal skills?

(a) Abilit" to re#eat the mistakes(b) Abilit" to treat e&er"one with res#ect(c) Abilit" to resol&e conflicts in time(d) Abilit" to manage beha&ior in #ersonal interactions(e) Abilit" to get along with others.

". Which of the following is9are the factors creating !ob stress?2. $ersonal inadequac".22. 7ole conflicts.

222. ,ifficult clients.26. Cack of organiational skills.

(a) 3nl" (2) abo&e

(b) +oth (2) and (222) abo&e(c) +oth (22) and (26) abo&e(d) (2)' (22) and (222) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

#0. $lanning is the first acti&it" that an" manager needs to undertake. Which of the following is not an aim of #lanning?

(a) o achie&e the ob!ecti&es of the organiation(b) o moti&ate em#lo"ees to attain high ob!ecti&es(c) o allocate the right task to the right #erson(d) o ser&e as a "ardstick to measure the attainment of goals(e) o maintain uniformit" in the teamwork.

#1. According to /te#hen *o&e"' the first #hase of time #lanning in&ol&es

(a) aking a wideangle &iew of future e&ents and scheduling them(b) /elfmanagement

(c) :onitoring the use of time(d) $lanning and #rioritiing acti&ities on a dail" basis(e) 2dentif"ing the &arious demands #laced on a manager.

#2. olistic thera#ies allow the bod" to heal naturall". hese thera#ies ha&e no side effects and are reliable. 2n whichof the following thera#ies' essential oils are used in the treatment #rocess?

2. :assage thera#".

22. Aromathera#".222. utrition thera#".26. 7efleolog".

(a) 3nl" (2) abo&e(b) 3nl" (22) abo&e(c) +oth (2) and (22) abo&e(d) +oth (22) and (222) abo&e(e) +oth (222) and (26) abo&e.

$age 10 of 2"


11/25

#3. A manager asks his subordinate' -5et this re#ort finished b" e&ening' the subordinate re#lies -Wh" are "outelling me to do this now? ,ont "ou know that 2 am bus"? his is an eam#le of

(a) *rossed transaction

(b) /u#erior transaction(c) *om#lementar" transaction(d) $arallel transaction

(e) ;lterior transaction.#. 6ision 2nfos"stems is facing tough com#etition in networking business. he" want to im#lement re&erse

brainstorming technique to generate creati&e ideas. he com#an" deri&es a solution and &iews it from thecom#etitors #oint of &iew. Which of the following is not a ste# in the #rocess of re&erse brainstorming?

(a) $artici#ants start b" deconstructing the ideas and contradicting the solution

(b) A #roblem statement is #re#ared(c) 4ind a new solution(d) 4ind the &arious drawbacks or #itfalls in the solution(e) he a##ro#riate solution is e#lained to the grou#.

#". :anagers should set goals in such a wa" that there is enough time left to take care of de&iations if an". Which of the following is9are the ad&antages to managers with regard to goal setting?

2. he managers feel less res#onsible and accountable.22. 2t #ro&ides regular feedback on the #erformance.222. 2ncreases communication barriers.26. 2t #ro&ides a standard wa" to measure an outcome.6. 2t im#ro&es #roducti&it".

(a) 3nl" (2) abo&e(b) +oth (22) and (6) abo&e(c) (22)' (26) and (6) abo&e(d) (2)' (222)' (26) and (6) abo&e

(e) All (2)' (22)' (222)' (26) and (6) abo&e.

##. Each #erson ehibits three distinct ego states @ #arent' adult and child. Ego state of a #erson can be understoodand anal"ed through all the following' e!cept

(a) Words(b) 6oices(c) 5estures(d) 3utlook (e) $rofession.

#$. :anagers need to ha&e good inter#ersonal skills if the" are to be successful. 2n this regard' which of the followingis9are the essential inter#ersonal com#etencies to be #rocessed b" a manager?

2. /elfawareness.22. *ommunication skills.222. Acknowledging his9her own interest.26. :oti&ation.

(a) +oth (2) and (22) abo&e(b) +oth (22) and (222) abo&e(c) +oth (222) and (26) abo&e

(d) (2)' (22) and (26) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

#%. *onflict is a realit" in organiation. here are two t"#es of #eo#le handling conflict. Which of the following t"#esof #eo#le tr" to bring successful resolution to a conflict and act rationall"?

(a) $eacekee#er (b) :ediator (c) $eacemaker (d) :oderator

(e) :iddlemen.

$age 11 of 2"


12/25

#. :s. $reeti working with a multinational com#an" for the #ast fi&e "ears' has been recentl" gi&en a new role of change agent. *hange agents are #rogressi&e and #ioneering and are continuall" moti&ated to create a better organiation. Which of the following is not a characteristic of change agents?

(a) he" are able to create an atmos#here which is conduci&e for change(b) he" are ade#t at all the rational and emotional as#ects of change(c) he" are o#en to criticism and often look for o#inion about their ideas

(d) he" ha&e talent to #ersuade others to acce#t their ideas(e) he" are able to discard new ideas easil" and ado#t old ideas when the situation demands.

$0. 2nternal timewasters are internal situations that result in time wastage. 2nternal timewastage is the result of #rocrastination. Which of the following statements is9are true regarding #rocrastination?

2. :anagers who #rocrastinate s#end da"s together anal"ing the #roblem or acti&it"' wasting a lot of time inthis #rocess.

22. $rocrastination means #ost#oning or a&oiding to take im#ortant decisions or tasks because the" are difficult.222. $rocrastination at work or in making decisions ma" result in a lot of time being sa&ed for managers.26. $rocrastination must be done to a&oid an" crisis.

(a) 3nl" (2) abo&e(b) 3nl" (26) abo&e(c) +oth (2) and (22) abo&e

(d) +oth (2) and (222) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

$1. here are &arious ste#s to #re&ent crisis. Which of the following is the second ste# used b" an organiation to #re&ent crisis?

(a) $lanning for a crisis(b) 7esol&ing crisis(c) a&ing a written #lan(d) 4ormulating strategies for dealing with crisis

(e) Establishing clear chains of command.

$2. Which of the following ego states is9are the logical thinking side of a #ersonalit"?

2. Adult.22. *hild.222. $arent.


(e) All (2)' (22) and (222) abo&e.

$3. Emotional 2ntelligence has two ma!or com#onents' #ersonal and social com#etence. $ersonal com#etenceincludes awareness of the self and social com#etence includes social awareness and management of relationshi#s.Which of the following is9are the characteristic(s) of #ersonal com#etence?

2. 2t includes awareness of ones strengths and weakness.

22. 2t has the abilit" to deal with changing situations.222. 2t hel#s to manage our own moods and emotions.


(e) All (2)' (22) and (222) abo&e.

$age 12 of 2"


13/25

$. :egha' the new em#lo"ee feels that she has !oined the best organiation as she finds her colleagues to be &er"su##orti&e and her !ob &er" interesting. /he is highl" energetic and enthusiastic and thus full" charged. 2n whichof the following stages of the burnout #rocess is :egha considered to be?

(a) +rownout stage(b) 7eco&er" stage(c) +urnout stage

(d) Awakening stage(e) one"moon stage.

$". Fuadrant of misconce#tion is one of the quadrants of the time management matri designed b" /te#hen *o&e"that determines a managers st"le of #lanning. Which of the following is9are true regarding the quadrant of misconce#tion?

2. 2t requires immediate attention.22. 2t is &ital but not immediate.222. 2t is immediate but not &ital.

26. 2t is neither immediate nor &ital.

(a) 3nl" (2) abo&e(b) 3nl" (222) abo&e

(c) +oth (2) and (22) abo&e(d) +oth (22) and (26) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

$#. *hoosing the right st"le of communication is crucial in business interactions and it de#ends a lot on the culture of a region. Which of the following st"les of communication em#hasies on the achie&ements of a grou#?

(a) *ollecti&e st"le

(b) ,emocratic st"le(c) 2ntra#ersonal st"le(d) 2ndi&idualistic st"le(e) Autocratic st"le.

$$. +ased on the warning time a&ailable' a crisis could be described as either a sudden crisis or smoldering crisis.

Which of the following is an eam#le of smoldering crisis?

(a) 2n Anand Ctd.' there was a short circuit and all the machiner" came to a stand still(b) Em#lo"ees of :ona Ctd.' went on strike(c) ,ue to sudden marketing conditions sales of Aloknath Ctd.' dro##ed(d) :ethl" 2soc"anate leaked from ;nion *arbide 2ndia Ctd.' the #esticide #lant at +ho#al(e) emanth fisheries Ctd.' was destro"ed b" floods.

$%. :anagers ma" s#end onl" a few seconds on taking a decision but this decision could ha&e a ma!or im#act on theorganiation. Which of the following statements is9are true regarding weighing the #ros and cons method usedfor effecti&e decisionmaking?

2. 2n this method' each alternati&e is selected and gi&en some &alues.22. 2n this method' managers de#end on historical data to select the criterion.

222. ,ecision is based on the criterion.26. his method is also called 4ranklins rule.

(a) 3nl" (22) abo&e(b) +oth (2) and (26) abo&e

(c) +oth (22) and (222) abo&e(d) (2)' (22) and (222) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

$. here are &arious t"#es of crisis that are classified on the basis of their causes. Which of the following crisis isknown as an act of 5od?

(a) 2ndustrial accidents(b) ostile turno&er attem#t(c) $roduct failure

(d) atural disaster (e) $ublic #erce#tion.

$age 13 of 2"


14/25

%0. 2nno&ation is the #rocess of de&elo#ing a creati&e idea that can be #ut into #ractical use. 2nno&ation can bere&olutionar" or e&olutionar". Which of the following is9are e&olutionar" inno&ations?

2. ele#hones.

22. /u#erfast cars.222. *ordless #hones.26. 4ans.

(a) 3nl" (22) abo&e(b) +oth (22) and (222) abo&e(c) +oth (222) and (26) abo&e(d) (2)' (22) and (222) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

%1. Which of the following statements is9are true regarding burnout and stress?

2. /tress is the result of burnout.22. /tress occurs o&er a shortterm whereas burnout is a longterm effect.222. /tress results in ehaustion' loss of concentration and shows s"m#toms of burnout.

(a) 3nl" (2) abo&e(b) +oth (2) and (22) abo&e


%2. 2n the $arent ego state' the $arent is unique for each #erson because the recordings made in each #ersons brainduring childhood are unique for that #erson. here are &arious manifestations of the $arent ego state. Which of the following form(s) is9are taken b" this state?

2. eglecting.22. *ritical.222. urturing.

26. /table.

(a) 3nl" (2) abo&e

(b) 3nl" (26) abo&e(c) +oth (2) and (26) abo&e(d) +oth (22) and (222) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

%3. 7achna is married for the last three "ears and is being harassed b" her inlaws. 2n this contet' 7achna is under which of the following t"#es of stress?

(a) ealth related stress(b) 8ob stress(c) /ociet" related stress(d) Work related stress(e) 4amil" stress.

%. he im#act of globaliation has fuelled man" changes in the cor#orate world .6irgo 2 /olutions #ro&ides asu##orti&e en&ironment to manage the #ersonal li&es of the em#lo"ees b" #ro&iding flei time o#tion' commutingfacilities etc. his harmonic balance is termed as

(a) *areer balance(b) a##"life balance(c) Worklife balance(d) /#irituallife balance(e) /adlife balance.

$age 1 of 2"


15/25

%". :anagers ma" s#end onl" a few seconds on taking a decision but this decision could ha&e a ma!or im#act on theorganiation. Which of the following statements is9are true regarding heuristics method used for effecti&edecisionmaking?

2. 2n this method' an im#ortant criterion is selected.22. ,ecision is based on the criterion.222. his method is also called 4ranklins rule.

26. 2n this method' each alternati&e is selected and gi&en some &alues.(a) 3nl" (22) abo&e(b) +oth (2) and (22) abo&e(c) +oth (22) and (26) abo&e(d) (2)' (22) and (222) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

%#. :r. :ehra' working for +7> grou# of com#anies alwa"s #refers things to be clear and organied. When thingsget disorganied or uncertain' he begins to feel insecure and thus a&oids such situations. e alwa"s resists changeand is comfortable with routine work' thus a&oiding creati&it". his t"#e of beha&ior of :r. :ehra' results inwhich of the following barriers to creati&e thinking?

(a) 4ear (b) /tress

(c) $essimism(d) Aniet"

(e) En&ironment.

%$. he im#ortance of worklife balance is felt due to all the following reasons' e!cept

(a) *hanging social scene(b) *hanging work culture(c) ,ecreased work time(d) 2ncreased work time

(e) ,ual income families.

%%. Ceaders ha&e to know how to moti&ate #eo#le with different moti&ation le&els and also in all kinds of situations.here are &arious wa"s b" which the" can moti&ate #eo#le. Which of the following is not among the general

methods of moti&ation?

(a) :oti&ating b" not sharing the burden of risk (b) :oti&ating b" culti&ating #assion(c) :oti&ating b" caring(d) :oti&ating b" ins#iring trust among #eo#le

(e) :oti&ating b" setting difficult goals.

%. Which of the following are used b" em#lo"ees to fill in a detailed account of the time s#ent at the work#lace?

(a) ime blocks(b) ime slots(c) ime charts(d) ime logs

(e) ime marks.0. :ind ma##ing is a #o#ular technique which is used to stimulate creati&it" and generate new ideas in an

indi&idual. :ind ma# should use all of the following' e!cept

(a) 2mages(b) +ranches(c) eadings(d) ierarch"

(e) Associations.

$age 1" of 2"


16/25

1. Eecuti&es can be classified into &arious grou#s on the basis of their decisionmaking skills. 3ne of such grou#sis the followers. Which of the following is9are true regarding followers?

2. 4ollowers like #ro&en and reliable ideas.

22. he" are the easiest to #ersuade.222. 4ollowers ha&e short attention s#ans and the" do not relish length" singlesided #ersuasions.

(a) 3nl" (2) abo&e

(b) 3nl" (22) abo&e(c) +oth (2) and (22) abo&e(d) +oth (2) and (222) abo&e(e) All (2)' (22) and (222) abo&e.

2. -/i thinking hats is a technique that re#resents si modes and directions of thinking. Which of the followingt"#es of hat in&ol&es collection of the necessar" information' which is neutral without an" inter#retations andanal"sis?

(a) White hat(b) 5reen hat(c) ellow hat(d) +lack hat(e) 7ed hat.

3. $lanning makes time management s"stematic and effecti&e. Which of the following is9are not the com#onent(s)of an ideal time #lan?

2. ime factor.22. 7ewards.222. ime logs.26. 5rou# tasks.

(a) 3nl" (22) abo&e(b) 3nl" (222) abo&e(c) +oth (22) and (26) abo&e(d) (22)' (222) and (26) abo&e(e) All (2)' (22)' (222) and (26) abo&e.

. A financial organiation #lans to launch new mutual funds in the market. he" want to come u# with a #roductthat attracts a lot of customers. he management team in the organiation selects si #eo#le from the organiationand a moderator to lead them. Each of the selected members is asked to #resent their ideas on a #a#er and #ass

that on to the moderator. he moderator then collects all the ideas in a single list and returns it to the teammembers for ranking. he idea that gets the highest collecti&e rank from each of the team member is selected.Which of the following creati&e techniques is used b" the organiation?

(a) +rainstorming(b) /i thinking hats(c) ,el#hi technique(d) :ind ma##ing(e) Cateral thinking.

". *reati&it" in managers is the ca#abilit" to disco&er new wa"s of handling #roblem situations' which de#ends oncertain mental com#onents of the indi&idual. Which of the following is9are true regarding the -fluenc"com#onent of creati&it"?

2. 2t is the abilit" to generate a large number of rele&ant ideas continuousl" with reference to a #articular #roblem or situation.

22. 2t is the abilit" to &iew an as#ect from different #ers#ecti&es.222. 2t is the abilit" to #roduce unusual' no&el answers to questions and inter#retations of situations.26. 2t is the abilit" to face challenges thrown b" com#le situations.

(a) 3nl" (2) abo&e(b) 3nl" (22) abo&e(c) 3nl" (222) abo&e(d) +oth (22) and (222) abo&e

(e) +oth (222) and (26) abo&e.

$age 1# of 2"


17/25

#. 5aura&' a manager working with *6* 4inance' anal"ed his time logs and then realied that lot of time is beingwasted due to lack of #ro#er time management. e felt that the da" can be di&ided into blocks wherein adequatetime can be allocated for office and #ersonal work. 5aura& has used which of the following strategies for controlling timewasters?

(a) +iological clock (b) $rioritie

(c) /#iritual #lanning(d) Accessibilit"(e) ,i&ide time.

$. Effecti&e managers are effecti&e communicators. Which of the following is not a com#onent of effecti&ecommunication?

(a) /#eakers attire(b) *ircumstances(c) *larit"(d) *ontent(e) 4eedback.

%. here are &arious dimensions in which culture can be classified. 2n which of the following cultures' as described b" #s"chologist ofstede' change can occur more ra#idl" and commitments do not become im#ediment to

change?

(a) $ower distance(b) ;ncertaint" a&oidance(c) Congterm orientation(d) 2ndi&idualism

(e) *ollecti&ism.

. Emotional intelligence has gained im#ortance in recent times. Which of the following statements are trueregarding emotional intelligence?

2. Emotional intelligence guides the thinking #rocess of an indi&idual.22. 2t has now become an integral #art of cor#orate training.222. While recruiting em#lo"ees' emotional intelligence is not considered.

26. 2t is a form of social intelligence that in&ol&es the abilit" to monitor ones own feelings and emotions.

(a) +oth (2) and (22) abo&e(b) +oth (22) and (222) abo&e(c) +oth (222) and (26) abo&e(d) (2)' (22) and (26) abo&e

(e) (2)' (222) and (26) abo&e.

100. he child ego state consists of all the recordings of beha&ior' thoughts or feelings of a #ersons childhood. heterm -little #rofessor is gi&en when the child is

(a) $la"ful(b) Affectionate(c) 5uilt"

(d) /#ontaneous(e) *onsiderate.

' *+ Q,'S-* P/P'

$age 1$ of 2"


18/25

Suested /nsers

Business Communication & Soft Skills (SMB102)

/S' '/S*

1. * $ro!ects undertaken that show an abilit" to work with others% and writing or s#eaking acti&ities' #ublications' and roles in academic or #rofessional organiations should not be included in the

education section. 2t should go as a se#arate section which lists the honors and achie&ements.

2. A his #ro&ides the o##ortunit" for the res#ondent to re&eal feelings and information' whereas theother questions allow the inter&iewer control o&er the questions and res#onses. ence' o#tion (a)

is the o#enended question

3. * /ummar"' conclusions and recommendations e#lain -ell them what "ou told them.

. E Ece#t 45lossar" the rest are eam#les of classification of re#orts.

". * 6isual aids are used to strengthen our material b" clarif"ing' sim#lif"ing' or em#hasiing it' andto attract the readers attention for a s#ecific #ur#ose. 7e#orts are used for con&e"ing informationob!ecti&el" from one organiational area to another.

#. , A claim letter is a request for an ad!ustment. When writers ask for something to which the" think the" are entitled (such as a refund' re#lacement' echange' or #a"ment for damages)' the letter iscalled a claim letter. -$lacing future orders relates to acknowledgement letter.

$. * /elfanal"sis must be undertaken b" all #ros#ecti&e !ob a##licants to identif" their strengths'interests and achie&ements. 2t will hel# them to find read" answers to questions asked during anem#lo"ment inter&iew.

%. , egotiation tactics binge on the &ariables% some of which are conceded b" one #att" and some b"the other #art". 6ariables that are traded are referred to as concessions.

. + he chronological résumé (but 3 the 4unctional résumé) is the traditional and the mostcommon kind of résumé. ence' o#tion (b) is not true.

10. A Ece#t -$ostscri#t the rest are the elements of a re#ort.

11. + When "ou ha&e to #resent detailed' numerical information' use a table' for a s"stematicarrangement of data in columns and rows. ables are ideal when the audience needs the facts' allthe facts' and when the information would be either difficult or clums" to handle in the main tet.Cine charts de#ict changes in quantitati&e data o&er time and illustrate trends.

12. A -,istracting sounds is the barrier to listening that disturbed :anish.

13. + 2nclude the following information in the -Education sectionD

*olleges9;ni&ersities9echnical schools attended including location and inclusi&e dates of

attendance

:a!or area of stud"

,egree(s) awarded or to be awarded

Actual or antici#ated graduation date:arks9grades

,etails of other courses "ou ha&e done that are rele&ant to the #osition for which "ou area##l"ing.

1. , -Encourage feedback on an" misunderstood or unclear #oints relates to confirmation memo.

1". + $ersuasi&e inter&iews #rimaril" seek to induce somebod" to ado#t a new idea' #roduct or ser&ice

and are generall" associated with selling.

$age 1% of 2"


19/25

1#. E ,efining the #roblem and the #ur#ose.

2dentif"ing and organiing the issues for in&estigation.

*onducting research.

Anal"ing and inter#reting data' drawing conclusions and de&elo#ing recommendations.

All the abo&e are the ste#s in&ol&ed in writing a re#ort.

1$. A A 5antt chart is a horiontal bar chart that gra#hicall" dis#la"s time relationshi#s. ime isdis#la"ed on the horiontal ais and tasks are shown on the &ertical ais. -5e lent5 of t5e 6arsdepicts t5e time t5e7 represent.

1%. + As negotiation is essentiall" a communication #rocess' its success to a great etent will de#endon how well the two #arties can build and it is called -bridges of ra##ort.

1. E he memo should be designed as a fillin form on which data can be entered quickl"B is not trueregarding the guidelines for writing the ideas and suggestions memo. 2t relates to a #eriodicre#ort memo.

20. A he heading contains the writers address 6ut not the message.

21. E Ece#t the name of the sender' the rest are to be included.

22. A *onclusionB is a logical inter#retation of what the facts in "our re#ort mean. his inter#retationcan be based on ne&erbefore mentioned information. Whate&er conclusions "ou draw' the" must be deri&ed from the facts and information included in "our re#ort. 7ecommendationsB areina##ro#riate in a re#ort when "ou are not e#ected to su##l" them' so "ou must know thedifference between conclusionsB and recommendations.BA conclusionB is an inter#retation of

what the facts mean% a recommendationB suggests what ought to be done about the facts.

23. * he winlose a##roach or bargaining a##roach is characteried b" com#etiti&eness as e&er" #art"emerges as the winner. 2deall"' the conflicting #arties should aim at a winwin a##roach (theinterests of both the #arties are taken into consideration).

2. + he question mentioned is an eam#le of a &ague memo.

2". * /tatements (2) and (22) are true regarding the organiation of information in wellwrittena##lication letters' whereas statement (222) relates to the length of the a##lication letter. herefore'o#tion (c) is the correct answer.

2#. E -All lines in a letter begin at the left margin is true with regard to sim#lified block format.

Cike the block format' all lines begin at the left margin' but the salutation and com#limentar"

close are omitted and a sub!ect line is required. he sub!ect line is #laced a double s#ace belowthe inside address and a double s#ace abo&e the bod".

2$. A A re#ort can end with all the o#tions like' summar"' conclusion' re&iew and recommendations but

not with an authoriation message.

2%. E :ani#ulation creates bitterness rather than harmon". ence' (e) is the correct o#tion.

2. A $ictograms can be more dramatic than being meaningful &isual aids.

30. + When a #erson wants to sift through what he has heard and come to a decision' he must listencriticall". his in&ol&es !udging the clarit"' accurac" and reliabilit" of the e&idence that is #resented' and being alert to the effects of emotional a##eals.

31. E 3#tion (e) relates to /ummar" of !ob skills section.

32. , 3#tion (d) comes under the closing #aragra#h of an a##lication letter. 3#tions (a)' (b) and (e)

relate to the items of checklist related to the net se&eral #aragra#hs and (c) comes under theo#ening #aragra#h.

33. , /tatement (2) is not true since the com#eting a##roach generates illwill that is costl" and

un#leasant. /tatement (22) is not true since collaborating a##roach focuses on satisf"ing both #arties to the greatest degree. /tatement (222) is not true since a&oiding a##roach focuses awa"from the conflict altogether.

3. A 4ormal re#orts are carefull" structured% the" stress ob!ecti&it" and organiation' contain much

detail' and are written in a st"le that tends to eliminate such elements as #ersonal #ronouns.

$age 1 of 2"


20/25

3". * he multi#lerange bar chart also called a com#arati&e or cluster bar chart' is useful for e#ressing data that change o&er time. 2t is es#eciall" effecti&e in com#aring more than onequantit" (set of data) at each #oint and com#ares the frequenc" of re#orted in!uries at three #lantso&er an entire "ear.

3#. E 6isual aids should be such that (a) the" can be understood quickl" b" the audience and (b) the"do not detract from the #resentation. /o follow these guidelinesD

+e sure that all members of the audience can see the &isual aidsAllow the audience time to read a &isual aid before #ro&iding an e#lanation.

Cimit each &isual aid to one idea.

2llustrate onl" the main #oints' not the entire #resentation.

$ara#hrase the tet of the &isual aid% dont read it wordforword.

3$. , /#eech does not relate to the written channel.

3%. * 4ocus on a central selling feature does not relate to the last #aragra#h of writing to #ersuade.

3. + Whene&er #ossible' an a##lication letter should be addressed to a #erson but not to the title.Cetters addressed to :r. 5agan +hu!balB does create a more fa&orable im#ression than oneaddressed to the uman 7esource :anagerB. herefore' o#tion (b) is not a qualit" of well

written a##lication letter.

0. * /tatements (22) and (222) are true regarding counseling inter&iews i.e.' these #ro&ide guidance andassistance to em#lo"ees and these in&ol&e #ersonal and emotional issues.

/tatement (2) is not true regarding counseling inter&iews since em#lo"ment inter&iews seek to

determine whether a #articular a##licant is suitable for the !ob or not.

/tatement (26) is not true regarding counseling inter&iews since #erformance a##raisal inter&iews

#ro&ide !obrelated feedback to em#lo"ees.

1. + When the 5eneral :anager and the /ales :anager agree on this #lan of action' it is common tofind the 5eneral :anager confirming this agreement with a memo. herefore' a confirmation

memo is used to confirm in writing something that has been agreedto &erball".

2. E A wellwritten a##lication letter usuall" contains readerbenefit material' e#laining what "ou can

do for the reader. our education and training and9or #ersonal traits usuall" constitute the mainreasons the em#lo"er will recruit "ou. 2t is for "ou to ensure that "ou con&ert factual informationof this nature into material that the reader can use to his ad&antage.

3. , -7ecommendations is generall" not co&ered in an introduction #art of the re#ort.

. E *ommunication' internal and eternal' takes #lace in a non&erbal and &erbal marinerD throughgestures' e#ressions' meetings' listening' s#eaking and writing.

". + /ome writers now use a salute o#ening on the salutation line. hank "ou' :r. 7ainaB is aneam#le of salute o#ening.

#. E 2ncluding resale fa&orable statements about the #roduct ordered is hel#ful for four reasonsD

(1) it might cause credit a##licants to #refer the brand' and ma" e&en make them feel like bu"ing

it on a cash basis' (


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. , 4or one thing' it is less structured' which makes it more difficult to stud". ou cant !ust #ick u# a book on non&erbal language and master the &ocabular" of gestures that are common in a #articular culture.

"0. + /tatement (2) and (22) are the characteristics of winwin a##roachD

• :utual gain is &iewed as attainable.

• Congterm a##roach seeks good relationshi#.

/tatement (222) is the characteristic of bargaining a##roach.

/tatement (26) is the characteristic of com#romise a##roach.

"1. A Compan7 mission is not a factor that influences the ethical beha&ior of a manager.

4actors that influence the ethical beha&ior of a manager areD

2ndi&idual characteristics/tructural &ariables3rganiational culture2ssue intensit"

ence' o#tion (a) the com#an" mission is the answer.

"2. E (6)' (26)' (2)' (22)' (222) are the ste#s in the right order.

•

2dentif"ing the ob!ecti&e.• $re#aring a list of acti&ities.

• ,i&iding into units.

• ,elegating work.

• *oordination.

herefore' o#tion (e) is the correct answer.

"3. * Eustress is called as #ositi&e stress.

". + -5e Perfectionist8t5e /nal79erD A #erson who is obsessed with the qualit" of the resultant

work is called a #erfectionist or anal"er. e9she is obsessed with #roducing qualit" work. /ohe9she takes more than the allotted time to com#lete work. e9she takes too much time to

#erform e&en minor acti&ities (like re#l"ing to a mail). his obsession results in wastage of timeand in missing deadlines. he #erfectionist must be taught the im#ortance of managing time andmeeting deadlines.

"". , /pplication stae relates to the a##lication of the skills learned during training in the actual !obsituation.

"#. + :ai9en is a 8a#anese term used to describe minor changes and inno&ations in o#erations to bringabout an im#ro&ement in the #rocess.

"$. * /tatements (22) and (26) are not true regarding general ada#ti&e s"ndrome model.

• he model does not e#lain s"m#toms of unmanaged stress.

• he model does not e#lain the strategies to fight stress.

/tatements (2) and (222) are true regarding general ada#ti&e s"ndrome model.herefore' o#tion (c) is the correct answer.

"%. A /6ilit7 to repeat t5e mistakes is not essential for an em#lo"ee with good inter#ersonal skills.

". , /tatements (2)' (22) and (222) are caused due to !ob stress.

• $ersonal inadequac".

• 7ole conflicts.

• ,ifficult clients.

/tatement (26) is not caused due to !ob stress.

herefore' o#tion (d) is the correct answer.

#0. * o allocate the right task to the right #erson is an aim of organiing. All other o#tions are trueabout the aims of #lanning.

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#1. E According to /te#hen *o&e"' there are four #hases of time #lanning. he first #hase in&ol&esidentif7in t5e ;arious demands placed on a manaer . he second #hase of #lanning in&ol&estaking a wideangle &iew of future e&ents and scheduling them. he third #hase of #lanningin&ol&es monitoring the use of time. 2n this #hase' managers #lan and #rioritie acti&ities on a

dail" basis. he fourth #hase of #lanning in&ol&es selfmanagement.

#2. + /tatement (22) essential oils are used in the treatment #rocess.

•

Aromathera#"Aromathera#" is the use of essential oils in the treatment #rocess. he oils are deri&ed from

#lants and flowers. he" are #o#ular for im#ro&ing emotional and #h"sical health.

/tatements (2)' (222) and (26) oils are not used in the treatment #rocess.

herefore' o#tion (b) is the correct answer.

#3. A Crossed transaction< When there is a conflict of interest. he lines re#resenting thesetransactions cross and it is a case of crossed transaction.

#. + A #roblem statement is #re#ared is not a ste# in the #rocess of re&erse brainstorming.

All other ste#s are correct about re&erse brainstorming.

#". * /tatements (22)' (26) and (6) are the ad&antages of goal setting.

•$ro&ides regular feedback on the #erformance.

• $ro&ides a standard wa" to measure an outcome.

• 2m#ro&es #roducti&it".

/tatements (2) and (222) are the disad&antages of goal setting.

herefore' o#tion (c) is the correct answer.

##. E hrough profession ego state of a #erson cannot be understood and anal"ed.

#$. , /tatements (2)' (22) and (26) are the essential inter#ersonal com#etencies a manager should #ossess.

• /elfawareness.

• *ommunication skills.

• :oti&ation.

/tatement (222) should not be #ossessed b" a manager.


#%. * Peacemakers are the #eo#le who tr" to bring successful resolution to the conflict and actrationall".

#. E he" are able to discard old ideas easil" and ado#t ne ones when the situation demands is notcorrect about change agent.

$0. * /tatements (2) and (22) are true regarding #rocrastination.

:anagers who #rocrastinate s#end da"s together anal"ing the #roblem or acti&it"' wasting a lotof time in this #rocess.

$rocrastination means #ost#oning or a&oiding to take im#ortant decisions or tasks because the"are difficult.

/tatements (222) and (26) are not true regarding #rocrastination.


$1. , +ormulatin strateies for dealin it5 a crisis is the second ste# used b" an organiation to #re&ent crisis.

$2. A /tatement (2) is the logical thinking side of #ersonalit".

• Adult ego state is the logical thinking side of #ersonalit".

/tatements (22) and (222) are not the logical thinking side of #ersonalit".

• *hild

• $arent.herefore' o#tion (a) is the correct answer.

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$3. E /tatements (2)' (22) and (222) are the characteristics of #ersonal com#etence.

2t includes awareness of own strengths and weakness.

as the abilit" to deal with changing situations.el#s to manage our own moods and emotions.

herefore' o#tion (e) is the correct answer.

$. E =one7moon stae> is the stage in which work and the colleagues seems to be reall" good and

su##orti&e and work seems to be good. he em#lo"ee has lot of energ" and enthusiasm to work.

$". + /tatement (222) is true regarding quadrant of misconce#tion or quadrant 222.

2t is immediate but not &ital.

/tatements (2)' (22) and (26) are not true the" belong to quadrant 2 and 22 res#ecti&el".


$#. A Collecti;e st7le em#hasies is gi&en to the achie&ements of the grou#s.

$$. + Smolderin crisis result from em#lo"ee #roblems like bo"cotting work' strike b" em#lo"ees toachie&e their demands etc EgD

• Em#lo"ees of :ona Ctd.' went on union strike.

/tatements (a)' (c)' (d) and (e) are eam#les of sudden crisis that occurs without an" warning.

he" can occur as a result of &arious factors like natural disasters' industrial accidents.

• 2n Anand Ctd.' there was a short circuit and all the machiner" came to a stand still

• ,ue to sudden marketing conditions sales of Aloknath Ctd.' dro##ed

• :ethl" 2soc"anate leaked from ;nion *arbide 2ndia Ctd.' #esticide #lant at +ho#al.

• emanth fisheries Ctd.' was destro"ed b" floods.

ence (b) is the correct answer.

$%. + /tatements (2) and (26) are true regarding weighing #ros and cons method used for effecti&edecisionmaking.

2n this method' each alternati&e is selected and gi&en some &alues.his method is also called 4ranklins rule.

/tatements (22) and (222) are not true because the" are related to euristic method.

• 2n this method' managers de#end on historical data to select the criterion.

• ,ecision is based on the criterion.


$. , atural disasters


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%2. , /tatements (22) and (222) are the forms taken in the #arent ego state.

• *ritical.

• urturing.

/tatements (2) and (26) are not the forms taken in the #arent ego state.


%3. E +amil7 stress< 4amil" stress ma" arise from conflict of ideas or relationshi#s with s#ouse'children' siblings' #arents. his stress ma" also be caused b" the illhealth of a famil" member'financial #roblems' a di&orce' or the death of a dear one.

%. * ork?life 6alance is a harmonic balance of work and domestic life.

%". + /tatements (2) and (22) are true regarding heuristics method.

• 2n this method' an im#ortant criterion is selected.

• ,ecision is based on the criterion.

/tatements (222) and (26) are not true.


%#. , /n!iet7 is a barrier to creati&it". /ome managers #refer things to be clear and organied. /ome

managers are resistant to change. When things get disorganied or uncertain the" becomeinsecure and a&oid these situations. An" change in the scenario makes them anious. /o the" #refer to stick to the con&entional a##roach and a&oid creati&it".

%$. * ,ecreased work time is not a reason for the growing im#ortance of work life balance.

%%. A Moti;atin 67 not s5arin risk is not among the general methods of moti&ation.

Along with the other moti&ating factors sharing the burden of risk can also moti&ate em#lo"ees.he" should be con&inced about the #ositi&e outcomes of taking such risk.

%. , -ime los are used b" em#lo"ees to fill in a detailed account of the time s#ent at the work#lace.

0. + Branc5es are not used in the mind ma##ing technique.

1. * /tatement (2) and (22) are true while #ersuading followers t"#e of eecuti&es.• 4ollowers like #ro&en and reliable ideas.

• he" are the easiest to #ersuade.

/tatement (222) is not true.


2. A 5ite hat in&ol&es collection of the necessar" information' which is neutral without an"inter#retations and anal"sis. /i thinking hat is a technique' becoming increasingl" #o#ular nowa da"s.

3. + /tatement (222) is not a com#onent of an ideal time #lan.

• ime logs.

/tatements (2)' (22) and (26) are the com#onents of an ideal time #lan.herefore' o#tion (b) is the correct answer.

. * elp5i tec5ni@ue is used b" used b" the organiation. 2n this technique' a team of e#erts dealswith a s#ecific issue. hese e#erts should be unbiased in their !udgment or o#inion.

he ,el#hi technique does not stress on an agreement among the &iews of the e#erts its

ob!ecti&e is to narrow down the o#tions. 2t su##orts indi&idual creati&it" in a grou#. 2t also hel#sa&oid mental blocks like fear of humiliation and fear of failure' which are common in facetoface discussions.

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". A /tatement (2) is true regarding the fluenc" com#onent of creati&it".

• 2t is the abilit" to generate a large number of rele&ant ideas continuousl" with reference to a

#articular #roblem or situation.

/tatements (22)' (222) and (26) are not true regarding the fluenc" com#onent of creati&it".

• 2t is the abilit" to &iew an as#ect from different #ers#ecti&es.

• 2t is the abilit" to #roduce unusual' no&el answers to questions and inter#retations of

situations.

• 2t is the abilit" to face challenges thrown b" com#le situations.

herefore' o#tion (a) is the correct answer.

#. E i;ide time allows 5aura& to know how effecti&el" the" can manage their time.

$. A SpeakerAs attire is not a com#onent of effecti&e communication.

%. * 2n long term orientation culture' change can occur more ra#idl" a longterm traditions andcommitments do not become im#ediments to change.

. , /tatements (2)' (22) and (26) are true regarding emotional intelligence.

• 2t guides the thinking #rocess of an indi&idual.

• 2t has now become an integral #art of cor#orate training.

• 2t is a form of social intelligence that in&ol&es the abilit" to monitor ones own feelings and

emotions.

/tatement (222) is not true regarding emotional intelligence.

• While recruiting em#lo"ees emotional intelligence is not considered.

:ore and more organiations are gi&ing im#ortance to emotional intelligence while recruiting

#eo#le.


100. E When the child is considerate is called little #rofessor.

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$age 2" of 2"

SMB102-ICFAI Business communication and soft skill

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