NMIMS GLOBAL ACCESS SCHOOL FOR CONTINUING EDUCATION

BUSINESS COMMUNICATION AND ETIQUETTES

Question Bank.

Multiple choice questions.

1. Communication is derived from ____________ word which means communis.

a) Roman
b) Greek
c) Latin
d) French

2. Who said communication is defined as “transfer of information from one person

to another, irrespective of whether or not it elicits confidence”?
a) Lewis Carol
b) Henry Fayol
c) Shakespeare
d) Koontz and O’Donell

3. Communication is necessary to people who work _________ and need to co-

ordinate their activities.
a) Cooperatively
b) Together
c) Unitedly
d) Purposely

4. “ Communication is a process involving the selection, production and

transmission of signs in such a way as to help a receiver perceive a meaning
similar to that in the mind of the communicator.” This definition of
communication was given by:
a) Newman and Summer
b) Bellows, Gilson and Odirone
c) Berelson and Steiner
 d) Fotheringham
5. _____________ asserts, sustains business relations.
a) Information
b) Cooperative
c) Business communication
d) Motivation

6. Success in an organization depends on __________ spheres of

communication.
a) Three
b) Four
c) Two
d) Seven

7. _________ skills are those which are used to express our feelings.
a) Intellectual
b) Persuasive
c) Expressive
d) Motivational

8. Good communication makes ________ relationships.

a) Jovial
b) Good
c) Permanent
d) Strong

9. ____________ is one of the key elements of effective communication.

a) Recognition
b) Listening
c) Feedback
d) Adequate expression

10. __________ also refers to monitoring the non-verbal and contextual aspects of
messages.
a) Reminder d) Information
b) Environment
 c) Listening
11. Which of the following are examples of oral communication?
a) Meetings, memos and presentations
b) Meetings, memos and performance reviews
c) Meetings, presentations and performance reviews
d) Reports, presentations and performance reviews

12. Communication is a ____________ way street.

a) Two-way
b) Three-way
c) Four-way
d) Six-way

13. All the communication that occurs in conducting work within a business is
assorted as __________________.
a) External communication
b) Internal-operational
c) Verbal communication
d) Operational communication

14. _______________ communication needs the use of words, vocabulary, numbers

and symbols.
a) Written
b) Oral
c) Verbal
d) External

15. In large businesses, much of the work done requires __________ operational
communication.
a) Internal
b) External
c) Additional
d) Personal
16. _____________ communication speaks much louder than words.
a) Verbal
b) Non-verbal
c) Written
d) Oral

17. ‘Like language’ means ____________.

a) English language
b) Paralanguage
c) External language
d) Sign language

18. The word _____________ is actually equated with ‘transmission’ as viewed by the
sender, rather than in the fuller meaning, which includes the notion of response,
sharing and interaction.
a) Communication
b) Message
c) Feedback
d) Network

19. _________________ means communicating what you want to express in least

possible words without forgoing the other C’s of communication.
a) Response
b) Consideration
c) Message
d) Conciseness

20. Managers are bordered with a pool of ______________.

a) Activity
b) Work
c) Information
d) Hindrances
21. Verbal communication is of _________ types.
a) Two
b) Four
c) Six
d) Three

22. In oral communication, ___________ words are used.

a) Written
b) Verbal
c) Spoken
d) Oral

23. The listener cannot retain _________ messages for a long time.
a) Oral
b) Written
c) Non-verbal
d) Verbal

24. The speaker should pronounce his words _______ and _______.
a) Clearly, accurately
b) Accurately, correctly
c) Clearly, correctly
d) Correctly, perfectly

25. Written communication is believed ________ among business skills.

a) Core
b) Important
c) Essential
d) Urgent

26. Written communication provides _______ for every message sent.

a) Copy
b) Record
c) Reference
d) Proof
27. Being ________ means that you express yourself effectively and stand up for your
point of view.
a) Impatient
b) Persuasive
c) Patient
d) Assertive

28. Non-verbal communication cues can play _____ roles.

a) Five
b) Seven
c) Nine
d) Three

29. _______________ is one of the types of non-verbal communication.

a) Accenting
b) Complimenting
c) Facial expression
d) Contradiction

30. We communicate a great deal through __________.

a) Speak
b) Touch
c) Feel
d) Talk

31. ________ signals reflect the situation more accurately than verbal message.
a) Non-verbal
b) Verbal
c) Gestures
d) Written

32. We define ________ as sending and receiving of messages.

a) Feedback
b) Organisational communication
c) Response
 d) Communication
33. The ____________ Institute maintained that employees need to be skilled in
public presentations, listening and interpersonal communication to flourish in an
organization.
a) Business Forum
b) Management Forum
c) Public Forum
d) Information Forum

34. Downward communication presents ____________ problems because of the

distortion effect and the slow feedback for message clarification.
a) Interpretation
b) Perception problem
c) Intellectual
d) Distortion

35. In an organization, the communication which occurs at same levels of hierarchy

is known as ______________ communication.
a) Upward
b) Downward
c) Emergency
d) Lateral

36. ______________ communication is a form of informal communication in which

business develops within an organization.
a) Grapevine
b) Horizontal
c) Direct
d) Verbal

37. One individual communicate to a few selected associates who in turn

communicate the same in yet another group. This is a type of ______ chain.
a) Cluster
b) Gossip
c) Probability
d) Single strand
 38. State whether the following are true or false:
(i) Communications audit is a snapshots of an organizations strategies,
activities and program.
(ii) Communications audit does not help to build support for your
communications/HR or organization change initiative.
a) False, false
b) True, true
c) True, false
d) False, true

39. ______________ involve the cultivation of favourable relations for organizations

and products with its key publics through the use of a variety of communications
channels and tools.
a) Public relations
b) Public authority
c) Public information
d) Public communication

40. The marketing message needs to create an impact in the minds of customers for
an effective _____________.
a) Communication
b) Brand positioning
c) Goodwill
d) Brand image

41. ___________ is a mode of communicating a message for intended outcome.

a) Oral
b) Writing
c) Verbal
d) Economical
42. State whether the following statement is true or false:
(i) Writing has facial expression.
(ii) Business writing is one of the toughest form of writing.
a) True, true
b) False, true
c) False, false
d) False, true

43. Another name for dialogic listening is :

a) Relational listening
b) Therapeutic listening
c) Empathitic listening
d) Active listening

44. Reading may be described by all the following, except:

a) A passive process
b) A skill
c) An active process
d) Thinking under the stimulus of the printed page

45. A major portion of ___________ is choosing the right words.

a) Communication
b) Message
c) Listening
d) Adaption

46. ____________ are regarded as the blocks of communication.

a) Message
b) Feedback
c) Words
d) Sentence
47. _________________ construction can deprive the unity of a sentence.
a) Logical
b) Illogical
c) Meaningful
d) Faults

48. Paragraphs differ broadly in __________ and __________.

a) Length, size
b) Size, form
c) Form, length
d) Length, depth

49. Phrase your statements from the _____________ point of view, not your
own.
a) Reader’s
b) Listener’s
c) Communicator’s
d) Individual’s

50. _____________ messages can make use of multiple channels to reach

multiple
readers.
a) Efficient
b) Correct
c) Effective
d) Authentic

51. ___________ are letters sent for correcting something that went wrong.
a) Correction
b) Claims
c) Replies
d) Feedback
52. ________ is a vital tool one should master to attain professional success.
a) Message
b) Persuasion
c) Attitude
d) Communication
53. Before you sit down to write, identify your ____________.
a) Readers
b) Audience
c) Viewers
d) Listeners

54. _____________ is a prized skill in the world of work.

a) Essay writing
b) Inquiry writing
c) Letter writing
d) Application letter

55. There are _____ necessary and distinct steps in effective persuasion.
a) Two
b) Four
c) Six
d) Ten

56. Gaining the _______ of a reader is the deeper procedure than catching their
attention.
a) Interest
b) Attention
c) Confidence
d) Self-interest
57. State whether the following statements are true or false:
(i) Selling ideas is nothing like selling products or services.
(ii) Reminders of overdue bills are negative messages.
a) False, false
b) True, true
c) True, false
d) False, true

58. One advantage of a news release is :

a) Unpaid form of communication
b) Highly credible
c) Can appear in all media
d) Reaches more number of people

59. ______________ is a talk given to a large gathering.

a) Speech
b) Lecture
c) Speaking
d) Public speaking

60. Speaking is ____________ training.

a) On-the-job
b) Formal
c) Initial
d)Final

61. Read the following press release and match the highlighted sentences
with one of the following and select one of the answers given below –
a) Company credentials
b) New development
c) Answer to key questions
d) Impact on the community
NAPC bags two mining projects in Thailand. The $110 million contract has a lease
period of 10 years.

Chennai : National Asphalt Products and Construction Company (NAPC), a Chennai-

based infrastructure and contractual mining company, has bagged two prestigious
iron-ore mining projects in Thailand . (1). These projects will be on a
50:50 joint venture with a leading mine owner and the contract value will be of $110
million for a lease period of 10 years.(2).

Addressing presspersons here on Thursday, Varun Manian, Director, NAPC,

said these two mines were located at Wang Pong and Pa Tong in 5000 acres
and 2000 acres respectively and would be providing employment
opportunities to over 1000 people in Thailand, besides providing offshore
working experience to 80 NAPC engineers across levels.(3).

NAPC had undertaken a Rs. 75 crore overseas road project in Dubai. At

present, it was executing green line elevated section traffic diversion work
at Abuhail station. It was also working on Villa Airport in the Maldives,
besides setting up ready mix concrete plants in Abu Dhabi.(4)

A. 1a, 2b, 3d, 4c

B. 1b, 2c, 3d, 4a
C. 1c, 2d, 3a, 4b
D. 1d, 2a, 3b, 4c

62. Match the following sets and select one of the answers given below –

Set A
1. Basic data
2. Career objective
3. Education
4. Experience
 Set B
a) Marketing Research Executive in charge of Wire Line Phones
b) Qualified in final exams of Institute of Company Secretaries of India
c) To excel as a faculty in the domain of Marketing
d) Occupation : Chartered Accountant

A.1d, 2c, 3b, 4a

B. 1c, 2d, 3a, 4b
C. 1a, 2b, 3d, 4c
D. 1b, 2a, 3c, 4d
63. ___________ and skillful use of voice are important in this as sounds may
be quite similar and confusing over the phone.
a) Clarity of speech
b) Clarity of the message
c) Clarity of information
d)Clarity of feedback

64. _______________ takes computing to a whole new level.

a) Internet
b) Intranet
c) Cloud computing
d) Wireless communication

65. Subject should be written concisely and the _________ ones are apt for
mass advertising and promotion mailers.
a) Important
b) Subject
c) Matter
d) Attention grabbing
66. ____________ is useful if you want to gather lot of information from a group
of stakeholders during a short period of time.
a) Focus group
b) Telephonic interview
c) Oral communication
d) Written communication

67. ____________ represents statements as they were said by respondents.

a) Message
b) Raw data
c) Recipients
d) Descriptive

68. The word ___________ means conventional rules of social behavior or

professional conduct.
a) Culture
b) Attitude
c) Ethics
d) Etiquette

69. Body language can make or ___________ a deal.

a) Join
b) Accept
c) Break
d) Prove

70. When you give someone your ______________ you are introducing yourself on
paper.
a) Business card
b) Visiting card
c) Invitation card
d) Birthday card
 71. State whether the following statement is true or false.
(i) The importance of effective intercultural communication can hardly be
overstated.
a) False
b)True
c) Either true or false
d) Cannot be determined

72. Consideration in a business letter means :

a) Stressing the “me” attitude
b) Using first person pronouns
c) Stressing the “you” attitude
d) Appealing to the sender’s interest

73. Communication patterns develop very ________________ in individualistic and in

group-oriented cultures.
a) Differently
b) Invariably
c) Apparently
d) Absurdly

74. The study of moral obligation or duty is ___________.

a) Defamation
b) Company seal
c) Ethics
d) Deontology

75. __________ is often a communication issue.

a) Legal
b) Business
c) Ethics
d) Barrier
Descriptive questions

1. What is communication? Explain few barriers to communication.

2. Why external business communication is essential in an organization?
3. “Success of communication is the success of business”. Explain.
4. What are the 7 C’s of effective communication?
5. State few strategies for effective listening.
6. What are the advantages of upward communication?
7. What are the steps of communications audit.
8. Define Audience Analysis.
9. What is the difference between task oriented and sharing information?
10. What is persuasive writing? What are its focus?
11. In reference to AIDA formula, explain how would you motivate your readers
to act?
12. State few techniques of good public speaking.
13. What is situational report?
14. What do you understand by intercultural communication?
15. Define ethics.
16. How to write a job application?
NMIMS GLOBAL ACCESS SCHOOL FOR CONTINUING EDUCATION

BUSINESS COMMUNICATION AND ETIQUETTES

Question Bank.

Multiple choice questions.

ANSWERS KEY

1. c 28. a 55. b
2. d 29. c 56. a
3. a 30. b 57. d
4. d 31. a 58. b
5. c 32. b 59. d
6. a 33. c 60. a
7. c 34. a 61. b
8. b 35. d 62. a
9. a 36. a 63. a
10. c 37. a 64. c
11.c 38. c 65. d
12.a 39. a 66. a
13.b 40. b 67. b
14.c 41. b 68. d
15.a 42. c 69. c
16.b 43. a 70. a
17.b 44. a 71. b
18.a 45. d 72. c
19.d 46. c 73. a
20.c 47. b 74. d
21.a 48. c 75. c
22.c 49. a
23.a 50. c
24.c 51. b
25.a 52. b
26.b 53. a
27.d 54. c
Descriptive questions.

1. Communication is a non-stop process and is a vital ingredient for success, both

within and outside the workplace. It is a part of “soft skills”, as opposed to domain
or technical knowledge, which is a part of “hard skills.” A formal study of
business communication is important, since the average business executive today
spends a good part of his time on the job communicating in some form or the
other.

Few barriers are:

 Environmental Barriers – This is the same as physical noise, which
could be in the form of distracting sounds, an overcrowded room, poor
facilities and acoustics, all of which may hinder the ability to listen to
and understand the message.
 Individual Barriers – A major barrier to interpersonal communication is
a tendency to judge, evaluate, approve or disapprove of the views of
another person. This happens particularly in situations where we have
strong feelings about something.
 Organizational Barriers – In organizations that are too hierarchical, that
is, where there are multiple “layers”, messages may have to pass through
many levels before they finally reach the receiver. Each level may add
to, modify or completely change the message, so much so that it
becomes distorted by the time it reaches the intended receiver.

2. External business communication is essential for the following reasons

 For Successful Marketing – Organizations need to inform and create
awareness among consumers about their existing and new products.
This is largely done through advertising, which is a form of mass
communication. This is very much a part of external business
communication.
 To build a Favorable Corporate Image – Today, organizations need to
focus on projecting themselves as responsible corporate and social
citizens. This is known as corporate social responsibility. For example,
they need to communicate the fact that they are involved in social
development or in environmental protection. This involves being in
touch with various external stakeholders, especially consumers, media
and the society at large.
3. Business communication may make or break any relations. Business communication
asserts, sustains and animates business relations. it can figure out the problems of the
organization and it can produce problems if the executives are not perfect in
communicating with employees, suppliers and customers. Therefore business
communication is very essential for the smooth running of an organization.

4. The 7 C’s are as follows:

(i) Completeness
(ii) Conciseness
(iii) Consideration
(iv) Clarity
(v) Concreteness
(vi) Courtesy
(vii) Correctness

5. Some of the suggested methods are discussed in detail below –

1. Create a Conducive Environment – To an extent, you can try to control the
environment in which communication takes place, so that listening can take place
without any distractions. Ensuring a proper sound system and acoustics so that the
speaker is audible, avoiding places with high levels of activity, loud noises from the
outside environment and poor air conditioning systems, shutting off mobile phones
and telephones, are some of the ways in which you can overcome some of the
physical barriers to listening.

2. Select Face-to-face Channels – Listening is less accurate in the absence of face-

to-face communication. For example, listening to and understanding ideas correctly
over the telephone are much harder than through a face-to-face meeting. Take the
case of calling a restaurant and placing orders over the telephone for home delivery
of a meal.

6. Few advantages are:

(i) Good relations
(ii) Providing counsels
(iii) Favourable organizational environments
(iv) Knowing employee attitude
(v) Feedback
(vi) Prompt appreciation
7. The steps of communications audit are:
(i) Determine key areas to be audited.
(ii) Choose your research methods.
(iii) Collect and evaluate your past communications.
(iv) Look outward: Query your customers.
(v) Look outward: Query your community.
(vi) Look inward.
(vii) Analyze your media coverage.
(viii) Conduct a SWOT Analysis.
(ix) Think like a communication consultant.
(x) Put together a plan for future communications.

8. Audience analysis is central to the success of any message: to capture and hold
an audience’s attention to motivate readers and listeners.

9. Task Oriented Meetings

As the name suggests, this type of meeting is a special meeting that is called to
discuss and make arrangements for a specific event.

In some organizations, these types of meetings may be called regularly for the
main purpose of exchanging information on a topic of relevance to the
organization. Such meetings may take place between co-workers, or may also
involve top management.

10.Persuasion is a vital tool one should master to attain professional success in the
business world keeping the few points in mind: Grabbing the reader’s
attention, building and maintaining readers interest, etc.

11. When you have generated the desire of purchase in the minds of your
customers, then the last stage is to persuade the prospectus to take quick
actions which can be done by rapport and such ways.

12. Few techniques are:

(i) Selection of the topic for speech.
(ii) Preparation of the speech.
(iii) Guidelines for the introduction of the speech.
(iv) Guidelines for organizing the body of the speech.
(v) Conclusion remarks of the speech.
13.These are one-time, exceptional reports that are prepared when a unique event
occurs. For example, if sales of the company has shown a significant decline, a
study may be carried out to determine the reasons for declining sales and a
report prepared on the findings. Similarly, a market feasibility study may be
carried out before launch of a new product and a report prepared, based on the
study. The purpose of such reports is usually to inform, analyze and persuade.

14. It used to refer to a wide range of communication issues that arise within an
organization composed of individuals from a variety of individuals.

15. Ethics also known as moral philosophy means to address questions about
morality which must be inculcated in business communications.

16.A job application letter is also known as a “cover” letter, since it introduces or
covers the major points mentioned in the resume. It is prepared after the
resume. A resume by itself is incomplete, unless it is accompanied by a cover
letter. The cover letter, like the resume, should be well written and presented,
since it creates a first impression and can get you an interview.
Cover letters should be written much like sales letters, using all the techniques
of persuasion. You have to sell yourself to a prospective employer, in the same
way that you sell a product to a prospective customer. Cover letters can also be
used to personalize your qualifications for a specific job.