ENG301- Business Communication

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Paper 1
MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 2)
Question No: 1 ( Marks: 1 ) - Please choose one
When the company thinks your audience will be interested in what you have to
say or willing to cooperate, it usually opts for:
► Indirect approach
► Direct approach
► Neutral approach
► Modern approach
Hanouts page 63
Direct (Deductive) Approach
When you think that your audience will be interested in what you
have to say or willing to cooperate with you, you can use the
direct or deductive plan to organize your message.
Question No: 2 ( Marks: 1 ) - Please choose one
A contract of selling and purchasing services is called:
► A credit letter
► A collection letter
► An order letter
► A sales letter
Handouts page 82
An order letter is a contract of selling and purchasing or services.

Question No: 3 ( Marks: 1 ) - Please choose one

While sending the message, you are________________
► decoder
► encoder
► decoder and encoder
► initiater
Handouts page 10
process of communication has six components: sender/encoder, message, medium,

Question No: 4 ( Marks: 1 ) - Please choose one

The important and highly visible parts of nonverbal communication are:
► Pamphlet, leaflets
► Appearance, clothes
► Letters and memos
► Document, registry
Handouts page 17
Appearance and cloth are important and highly visible parts of nonverbal communication

Question No: 5 ( Marks: 1 ) - Please choose one

For a good communicator, it is important to predict how the customer will
respond and this aspect is called:
► Perception
► Perfection
► Personality
► Practice
Handouts page 13
perceptions – touch, sight, hearing, smell, and taste are limited, and each person’s mental filter is unique.
Question No: 6 ( Marks: 1 ) - Please choose one
Which one is individual cultural variable from the followings?
► Politics
► Decision Making
► Social Norms
► Language
Handouts page 3
Another factor that is important for a businessman to achieve the desired objectives is decision
making. Here again ability to communicate both orally and in writing helps you make the most of yourself
and your organization
Question No: 7 ( Marks: 1 ) - Please choose one
Which one is not the component of communication process from the followings?
► Sender/encoder,
► Message, medium,
► Receiver/decoder, feedbacks.
► Audio-visual and technological
Handouts page
Question No: 8 ( Marks: 1 ) - Please choose one
It contains all facts that the reader or listener needs for the reaction you desire.
Senders and receivers are influenced by their background, viewpoint, needs,
experience, attitude, status and emotions. A message brings desired result. It does
a better job of building goodwill.
Match this statement with one of the following principles of communication:
► Conciseness
► Courtesy
► Consideration
► Completeness
Handouts page 31
Completeness
• A business message is complete when it contains all facts that the reader or listener needs for the
reaction you desire. Senders and receivers are influenced by their background, viewpoint, needs,
experience, attitude, status and emotions. Because of their difference, the receiver needs to be sure
that he has included all relevant information. Completeness is closely related to clarity.
Question No: 9 ( Marks: 1 ) - Please choose one
Which one of the suggestions is not the part of replies to inquiries?
► Give the Exact Information Requested
► Express Appreciation for the Inquiry
► Sell Your Organization or Product
► End with a Negative Closing
Handouts page
Give the Exact Information Requested
Express Appreciation for the Inquiry
Sell Your Organization or Product
End with a positive Closing

Question No: 10 ( Marks: 1 ) - Please choose one

____________ is a printed paper with the name and address of a person or an
organization.
► Letterhead
► Letter pad
► Leaflet
► Document

Handouts page
Question No: 11 ( Marks: 2 )
Write a note on beginnings & endings in a letter.
Beginning: If it is good news then the beginning should start with the main idea
and take some buffer in case of bad news. There should be appropriate beginning
so that the reader must continue to read the whole letter.
Ending: It should be polite, strong and make clear the reader about message.
Ending should so effective that the reader acts as requested. Some polite words
should add at the ending like regards thanking in anticipation etc.
Question No: 12 ( Marks: 2 )
What is the difference between inquiry and general request letter and which
approach is used in both the letters?
An inquiry letter is a request for the information about products or services for
which we are interested to purchase or acquire.
A general letter asks the information without intention to buy or sell. A direct plan
should used in both letters.
Question No: 13 ( Marks: 3 )
Write only the body of an order letter to ABC Company for the purchase of
weather vanes?
Dear Sir,
You are requested that please send us the advertised weather vanes. We need 100
weather vanes for our shop. We hope we will continue our business in future.
A cheque is enclosed.
Sincerely yours
Question No: 14 ( Marks: 3 )
What points should we consider while discussing the Space (proxemics) as an
individual cultural variable?
Space means nearness in physical space. Personal space varies according to
culture, status, role and gender.

Question No: 15 ( Marks: 5 )

Do you think composing and editing is very important for an effective business
message?
Yes off course it is very important part of the letter. It is the process of drafting the
message. First we writ some ideas on the paper and then recheck it for errors and
add or subtract ideas for clarity and completeness. Different people compose letter
with different styles. Computer is the best way for composing now a days. In
computer it is very easy to change. Different styles are depend on the nature of the
letter.
Question No: 16 ( Marks: 5 )
What are different parts of interoffice memorandum? Describe briefly.
MEMO TO:
FROM:
DATE:
SUBJECT
Signatory
At the top area we mention to whom we are addressing, who is writing this
message, date and subject of the letter. Then the body part where we write the
message. And at last we mention the signatory.
Question No: 17 ( Marks: 5 )
Which aspects should be kept in mind while drafting a message?
A message is the main idea that a writer want to communicate. A message should
be clear, complete, concise, and correct. While drafting a message you should keep
in mind the reader. If it is good news then message should start with the main
idea. In case of bad news is refusal there should be a buffer. Closing of the message
should be effective.

Paper 2
MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 3)
Question No: 1 ( Marks: 1 ) - Please choose one
The essence of ____________ is making a sale.
► Persuation
► Inquiry
► Concession
► Sale
Handouts page

Question No: 2 ( Marks: 1 ) - Please choose one

An effective way of maintaining communication with employees is to monitor:
► Feedback
► Behaviour
► Environment of the company
► Situation
Handouts page

Question No: 3 ( Marks: 1 ) - Please choose one

Personal space varies according to:
► Situation
► Culture, status
► Medium
► Channel
Handouts page

Question No: 4 ( Marks: 1 ) - Please choose one

A machine scans a printed page, converts it to a signal, and transmits the signal
over a telephone line to a receiving machine. Although they have been available
for many years, until recently they were slow and expensive.
These are called:
► Groupware
► Teleconferencing
► Faxes
► Voice Mail
Handouts page 61
Faxes
A facsimile machine scans a printed page, converts it to a signal, and transmits the signal over a
telephone line to a receiving fax machine. Although faxes have been available for many years, until recently
they were slow and expensive
Question No: 5 ( Marks: 1 ) - Please choose one
AIDA plan stands for:
► Attention, Interest, Desire, Action
► Authority, Interest, Disclose, Accuracy
► Accuracy, Internal, Diction, Attention
► Action, Interest, Desire, Authority
Handouts page

Question No: 6 ( Marks: 1 ) - Please choose one

When your message contains all the facts, the reader or the listener needs, it is
called:
► Complete
► Considerate
► Courteous
► Clear
Handouts page

Question No: 7 ( Marks: 1 ) - Please choose one

Which one is not related to close paragraph?
► Make Action
► Keep Last Paragraph Concise and Correct
► End on a Positive, Courteous Thought
► Make a refusal statement
Handouts page 46
Close Paragraph
1. Make Action
2. 2. End on a Positive, Courteous Thought
3. 3. Keep Last Paragraph Concise and Correct

Question No: 8 ( Marks: 1 ) - Please choose one

Which of the following parts are related to business letters?
► Heading
► Date
► Inside address, salutation
► All of the above
Handouts page 48
Standard Parts of the Letter
Most business letters have the following parts:
1. Heading
2. Date
3. Inside address
4. Salutation
5. Body
6. Complimentary close
7. Signature
8. Reference Section

Question No: 9 ( Marks: 1 ) - Please choose one

Clarity is achieved in part through a balance between _____________
► Precise and familiar language
► Complex and difficult language
► Easy and simple language
► Rough and tough language
Handouts page 21
Clarity is achieved in part through a balance between precise language and familiar language. Put
right word to convey the meaning. Familiar words are often conversational

Question No: 10 ( Marks: 1 ) - Please choose one

Advancement in technology has brought changes in the business market. Which
one is not correct from the following:
► increased demand of things.
► made communication easy.
► increased market competition.
► ignored local markets.
Handouts page

Question No: 11 ( Marks: 2 )

Write down names of standard parts of a business letter.
Heading, date, inside address, body, salutation, complementary close, signature
and reference section
Question No: 12 ( Marks: 2 )
Which points should be kept in mind while writing get-well soon and
sympathy letters.
When a personal friend or a business collegue is ill, a letter from you is welcome. If
the illness is not serious and recovery is expected, a humorous get-well card or a
cheerful, happy letter can be written.
If the illness is serious or the person is getting over a major operation, the the
person will not be in a mood for jokes!
Mention once at the beginning of the letter how sorry you are that the person is ill.
Then talk about a normal life.
Question No: 13 ( Marks: 3 )
What is direct approach?
Question No: 14 ( Marks: 3 )
Explain Letterhead of Business message and name its different parts.
A letterhead is a printed paper with the name and address of a person or
organization. It occupies not more than 2 inches at the top of the page.
Following are the different parts of letterhead
Name
Address
telephone number
Fax number
Type of business
Name of manufacturing unit / corporate office etc.
Question No: 15 ( Marks: 5 )
Environmental factors can greatly affect the process of communication‟‟.
Discuss.
Organizations give consideration to office space, factory area and layout, the sales
area and conference venues. The environment put people at ease and match their
expectations; an uncomfortable environment can produce „noise‟ that causes
communication barriers and interferes communication process.
Therefore desire for privacy, familiarity and security, need to be satisfied.
Careful design of the working area meet these needs and in so doing improve
communication, productivity and morale.
Light, colour, tables, chairs, desks, temperature, plants, sound, artwork, and wall
coverings all have a good impact on people about the image of organization.
Question No: 16 ( Marks: 5 )
„When a message is vivid, definite and specific, it conveys meaning effectively‟‟.
Discuss the importance of concreteness in business message.
Concreteness means “a message should be vivid, definite and specific”
If message convince the reader than sender will get the reply and feed back
And if a message lacks the qualities, it will be vague and general and it may be
ignored by the reader.
Concrete facts and figures make the reader to know exactly what is required or
desired by the sender.
Example: if some information to be given regarding decision.
The chief executive decided” is clearer than “A decision has been made.”
A positive messages always leaves positive signs on the reader.
Question No: 17 ( Marks: 5 )
Write a detailed note on buffer.
Buffer is defined as “its a statement, that helps to bring the reader in a positive
frame of mind, and message becomes readable and easy to understand for the
reader. To give bad news, messages begin with a buffer. But “Buffer” should be neutral
in tone. Try to avoid misleading the reader to think that the message is good.

Paper 3
 MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 3)
Question No: 1 ( Marks: 1 ) - Please choose one
Memo is the short form of:
► Mamorandum
► Memory
► Memorial
► Momentom
Handouts page
Question No: 2 ( Marks: 1 ) - Please choose one
What is the top most quality of a business executive?
► Effective communicator
► Good personality
► Hardworking
► Skill to mangae the things
Handouts page
Question No: 3 ( Marks: 1 ) - Please choose one
Supporters of--------------- theory believe that communication is not linear, but
circular process.
► Electronic
► Social environmental
► Rhetorical
► Electronic and rehtorical
Handouts page 8
Rhetorical Theory
• Third set of theorists add more dimensions to our understanding of the communication process:
communication is not linear, but circular; not just sending a message to be received, but producing
a response; not static, but dynamic.
Question No: 4 ( Marks: 1 ) - Please choose one
The best way to create a message is to focus on your:
► Audience
► Written material
► Appearance
► Oral presentation
Handouts page 19
Careful Creation of the Message
• Give your audience a framework for understanding the ideas you communicate

Question No: 5 ( Marks: 1 ) - Please choose one

"It means judging other people or countries by the cultural standards of your
group"
Match one of the following concepts with the above statement.
► Ethnocentrism
► Ethnography
► Anthology
► Misanthropy
Handouts page 35
Ethnocentrism: judging other group or countries by the cultural standards, of your group.

Question No: 6 ( Marks: 1 ) - Please choose one

What are individual cultural variables?
► Economics, politics
► Language, social norms
► Education, economics
► Accepted dress, manners
Handouts page 36
National Variables Individual Cultural Variables
Education Time
Regulation Space
Economics Food
Politics Accepted Dress
Social Norms Manners
Language Decision Making
Question No: 7 ( Marks: 1 ) - Please choose one
Sometimes an extra message is added at the end of a letter. It may be something
important or some personal comment. This is called _______________.
► enclosure(s)
► copy notation
► postscript
► attention line
Handouts page 51
Postscript
Sometimes an extra message is added at the end of a letter. It may be something important or some
personal comment. Write Ps or Ps and leave two spaces before the first word of the postscript
Question No: 8 ( Marks: 1 ) - Please choose one
Which one of the suggestions is not the part of replies to inquiries?
► Give the Exact Information Requested
► Express Appreciation for the Inquiry
► Sell Your Organization or Product
► End with a Negative Closing
Handouts page 73&74
Replies to Inquiries:
1. Give the Exact Information Requested
2. Express Appreciation for the Inquiry
3. Sell Your Organization or Product
4. End with a Positive Closing
Question No: 9 ( Marks: 1 ) - Please choose one
Which principle is used to express yourself in the fewest possible words?
► Conciseness
► Completeness
► Correctness
► Clarity
Handouts page 25
Conciseness is saying what you want to say in the fewest possible words without sacrificing the other
C qualities
Question No: 10 ( Marks: 1 ) - Please choose one
Which one of the following is not an aspect of the AIDA plan?
► Attention
► Interest
► Desire and action
► Skill
Question No: 11 ( Marks: 2 )
What is direct (deductive) approach?
Question No: 12 ( Marks: 2 )
Describe the role of economics as a national variable in intercultural
communication model.
Question No: 13 ( Marks: 3 )
Write a format of a letter in full block form.
Question No: 14 ( Marks: 3 )
What points should we consider while discussing the Space (proxemics) as an
individual cultural variable?
Question No: 15 ( Marks: 5 )
Facial expressions and body language are the best way to communicate in a nonverbal
way. Comment.
Question No: 16 ( Marks: 5 )
Write a detailed note on buffer.
Question No: 17 ( Marks: 5 )
Enlist and explain the optional parts of a letter.

Paper 4
MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 6)
Question No: 1 ( Marks: 1 ) - Please choose one
___________ is the process of drafting your message.
► Composing
► Editing
► Revising
► Reviewing
Handouts page 47
Composing the Messages
You have gone through the planning steps. You are ready to compose. Composing is the process of
drafting your message.

Question No: 2 ( Marks: 1 ) - Please choose one

__________ is the process of communicating information to lots of people at once
via television, radio or newspapers.
► Group communication
► Intrapersonal communication
► Interpersonal communication
► Mass communication

Question No: 3 ( Marks: 1 ) - Please choose one

Number of rooms, beds, adults and children are included in request for
__________
► reservation
► purchase
► goods
► sale
Handouts page 71
In request for reservations include the following details:
• Number of adult and number of children,
• Number of rooms,
• Number and size of beds per room,
• Duration of stay,
• Arrival and departure times, days and dates,

Question No: 4 ( Marks: 1 ) - Please choose one

Supporters of--------------- theory believe that communication is not linear, but
circular process.
► Electronic
► Social environmental
► Rhetorical
► Electronic and rehtorical
Handouts page
Question No: 5 ( Marks: 1 ) - Please choose one
Who does initiate a message by encoding the idea (or thought) in words or
symbols and send it to a receiver?
► Initiater
► Sender
► Transmitter
► Medium
Handouts page 10
A basic principle of communication is that the symbols the sender uses to communicate messages
must have the same meaning in both the sender’s and receiver’s minds.

Question No: 6 ( Marks: 1 ) - Please choose one

If you have bad news,how can you begin your message?
► With buttering.
► With flattery.
► With buffer
► With confidence
Handouts page
Question No: 7 ( Marks: 1 ) - Please choose one
It means getting your message across so that the receiver will understand what
you are trying to convey. It is better to write down the main points of the message. Put
the right word to convey the meanings and familiar words are often conversational.
Match the above statement with one of the following aspects:
► Clarity
► Conciseness
► Consideration
► Concreteness
Handouts page 20
Clarity means getting your message across so that the receiver will understand what you are trying to
convey.
Question No: 8 ( Marks: 1 ) - Please choose one
This form is named so because inside address, salutation and paragraphs are
blocked not indented in this form. If plain paper is being used, heading, date,
complimentary close and signature are typewritten at the horizontal centre of the
page. They are placed so that they end near the right hand margin.
Match the above with one of the followings:
► The Block-form / Modified – Block
► Full-Block
► The Semi-Block
► AMS (Administrative Management Society)
Handouts page
The Block-form / Modified – Block
This form is named so because inside address, salutation and paragraphs are blocked not indented
in this form. If plain paper is being used, heading, date, complimentary close and signature are
typewritten at the horizontal centre of the page. Place so that they end near the right hand margin.
Question No: 9 ( Marks: 1 ) - Please choose one
While communicating, when you are aware not only of the perspective of others
but also their feelings, you are applying which principle of communication?
► Courtesy
► Concreteness
► Completeness
► Conciseness
Handouts page
Question No: 10 ( Marks: 1 ) - Please choose one
______________is a printed paper with the name and address of a person or an
organization.
► Letterhead
► Letter pad
► Leaflet
► Document
Handouts page
Question No: 11 ( Marks: 2 )
What details are included in request for reservations?
Question No: 12 ( Marks: 2 )
Decision making plays an important role in intercultural communication. Explain.
Question No: 13 ( Marks: 3 )
What is buffer?
Question No: 14 ( Marks: 3 )
Which things should we avoid while writing a buffer?
Question No: 15 ( Marks: 5 )
What are four stages of AIDA plan? Describe briefly
Question No: 16 ( Marks: 5 )
Do you think, it is important for a good communicator to have certain traits?
Write down traits of a good communicator.
Question No: 17 ( Marks: 5 )
Explain three National Variables present in intercultural communication model.
Paper 5

MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 5)
Question No: 1 ( Marks: 1 ) - Please choose one
In __________ punctuation, no line of heading or inside address is punctuated.
► close punctuation
► open punctuation
► standard Punctuation
► long punctuation
Handouts 52
Standard Punctuation
No line of heading or inside address is punctuated. After salutation and complimentary close a
comma is
placed.
Question No: 2 ( Marks: 1 ) - Please choose one
In order to get promotion for an executive, it is important to have ___________
► Sound background
► Good personality
► Communication skills
► written communication
Handouts
An executive must have the ability to communicate if he wants promotion. Those who cannot
communicate effectively in either oral or written communication remain in the same positions
Question No: 3 ( Marks: 1 ) - Please choose one
Communication is a process of transmitting and receiving_________________
message.
► Verbal and non verbal
► Verbal and oral
► Written and oral
► Written and non verbal
Handouts 4
Communication is a process of transmitting and receiving verbal and nonverbal message.
Communication is considered effective when it achieves the desired reaction or response from the
receiver

Question No: 4 ( Marks: 1 ) - Please choose one

Letters refusing orders call for the indirect plan or the ___________ approach.
► Sandwich
► Burger
► Neutral
► Negative
Handouts 87
Letters refusing orders call for the indirect plan, or the “sandwich approach,” with the bad news in
the middle. Use the following outline for these letters.

Question No: 5 ( Marks: 1 ) - Please choose one

The principle, through which your message will get across, so that the receiver
will understand what you are trying to convey, is called:
► Completeness
► Clarity
► Conciseness
► Consideration
Handouts 21
Clarity means getting your message across so that the receiver will understand what you are trying
to convey
Question No: 6 ( Marks: 1 ) - Please choose one
For writing an effective business message, there are ________ planning steps.
► Seven
► Five
► two
► three
Handouts
Before writing a message, the following steps are necessary for effective communication.
1. Define the purpose of the message.
2. Analyze your audience – readers or listeners.
3. Choose the ideas to include.
4. Collect all the facts to back up these ideas.
5. Outline – organize – your message

Question No: 7 ( Marks: 1 ) - Please choose one

Which one is individual cultural variable from the followings?
► Politics
► Decision Making
► Social Norms
► Language
Handouts
Question No: 8 ( Marks: 1 ) - Please choose one
Which of the following complimentary close is accurate in general letter writing?
► Yours sincerely,
► Sincerely,
► Yours respectfully,
► All of the above
Handouts 50
Complimentary Close
Yours sincerely,
Sincerely,
Yours respectfully

Question No: 9 ( Marks: 1 ) - Please choose one

All seven C‟s can be applied to:
► Oral communication
► Written and non verbal communication
► Oral and verbal communication
► Effective business communication
Handouts page 42
PROCESS OF PREPARING EFFECTIVE BUSINESS MESSAGES
While preparing a written or an oral business message, you need to plan

Question No: 10 ( Marks: 1 ) - Please choose one

Which one of the following characteristics should a person follow while writing an
email?
► Concise, clear and polite
► Verbose, rude and harsh
► Impolite and having negative tone
► Moderate
Handouts
Question No: 11 ( Marks: 2 )
What is the difference between inquiries and general requests?
Question No: 12 ( Marks: 2 )
Mention three specific ways to indicate consideration
Question No: 13 ( Marks: 3 )
What is completeness?
Question No: 14 ( Marks: 3 )
What points should be kept in mind while writing letter refusing an order?
Question No: 15 ( Marks: 5 )
For an effective business message beginning and ending should be impressive‟.
Do you agree with this statement?
Question No: 16 ( Marks: 5 )
„Conciseness means saying what you want to say in the few words‟. Discuss.
Question No: 17 (Marks: 5)

Paper 6

MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 2)
Question No: 1 ( Marks: 1 ) - Please choose one
Facial expressions, such as frowns or smiles, are ---------------- forms of
communication.
► Verbal
► Non-verbal
► Written
► Verbal and non verbal
Question No: 2 ( Marks: 1 ) - Please choose one
When do we write get-well letters?
► A personal friend or business acquaintance is ill
► The manager of the company suffers loss
► A company opens new branch.
► A company invites applications
Handouts page 80
Writing Get-Well Wishes and Sympathy Letters
When a personal friend or a business acquaintance is ill, a letter from you is welcome.
Question No: 3 ( Marks: 1 ) - Please choose one
Letters refusing orders call for the indirect plan or the---------------- approach.
► Sandwich
► Burger
► Neutral
► Negative
Handouts page
Question No: 4 ( Marks: 1 ) - Please choose one
If a customer omits necessary information on an order, the company cannot
process, this is called:
► Incomplete or vague order
► Complete and clear order
► Order for out-of-stock items
► Clear orders

Question No: 5 ( Marks: 1 ) - Please choose one

Artifact objects are used in which type of messages?
► verbal
► Non-verbal
► Written
► Oral and written
Handouts page
Question No: 6 ( Marks: 1 ) - Please choose one
Personal space varies according to:
► Situation
► Culture, status
► Medium
► Channel
Handouts page
Question No: 7 ( Marks: 1 ) - Please choose one
Which one is the aspect of life styles of the country?
► Position of the family
► Social and economic levels
► Business hours
► All the above
Handouts page
Question No: 8 ( Marks: 1 ) - Please choose one
Inside the organization, how many flows are working?
► One
► Two
► Three
► Four
Handouts page
Question No: 9 ( Marks: 1 ) - Please choose one
Which of the following parts are related to business letters?
► Heading
► Date
► Inside address, salutation
► All of the above
Handouts page
Question No: 10 ( Marks: 1 ) - Please choose one
An attachment notation is included to remind the reader to check for additional
pages of information. This is typed single or double space below the reference
initials.
Match the above statement with one of the followings:
► Enclosure(s)
► Copy Notation
► Postscript
► Attention line
Handouts page 51
Enclosure(s)
An enclosure or attachment notation is included to remind the reader to check for additional pages of
information. The enclosure is typed single or double space below the reference initials.
Question No: 11 ( Marks: 2 )
In order letter, explain this point, „Give the Information in a Clear Format‟‟.
This means that you have to write separate and single space paragraph for each
item and make double space between paragraphs.
This means that you have to make order in tabular form in which the numbers
,items, prices are given. So tabular form is clear than writing information in a
paragraph form or sentence form.
Question No: 12 ( Marks: 2 )
Name some national variables mentioned in intercultural communication
model.
National variables:
Education
Politics
Social norms
Language
Economics
Regulations
Question No: 13 ( Marks: 3 )
Write a format of a letter in full block form.
Full Block: This format is the most modern form. in this type all the essential parts
are started from left hand side. In type open Punction is used. This form save the
time than other form
Format is given below.
Heading or Letter Al Falah street,
Head Abu Dhabi,
Uae.
Date May28,2010.
Inside Address The Genral manager,
Mansour Pharmacy,
Islamabad.
Salutation Dear ali.
Body
Complimentary Close Your sincerely,
Signature Area Ahmad,
Sales Manager .
Reference Initial Ma/na
Question No: 14 ( Marks: 3 )
Describe miscellaneous formal and informal salutations used in a letter.
Salutations used in Formal are:
Sir, Madam, My dear sir , My dear madam,Mr.ali, Dear sir , dear madam These are
used in formal form
Informal salutations used in a letter:
My dear Ahmad, My dear naglla ahmad, Dear Rashid
Question No: 15 ( Marks: 5 )
Your attitude is very important in order to understand reader‟‟s point of view.
Discuss.
Question No: 16 ( Marks: 5 )
What are different error categories in the correctness principle? Discuss.
The following are the errors which should be checked for Correctness.
Correctness:at the core of correctness:
1) Spelling
2) Grammar
3) Punctuation
4) Use the right language
5) Check accuracy of words, figures
6) Maintain acceptable writing mechanics
7) Use of a,e .i,o,u correctly
8) Formal writing is associated with scholarly writing
9) While informal writing is usually used in business writing.
Question No: 17 ( Marks: 5 )
Write a note on basic components that make up an email system.
Basic components that make up an email system are given below:
1) User:
These are usually people but may be computer application
2) Messages
These are the information which is send by one user to another
3) Protocols: which describe the structure of the message
Each email system use a protocol which describe the structure of the
message such as TO, subjects and from
4) Sender‟s and recipient‟s address:
These parts include addresses of both sender and receiver.
5) Gateways.
When a message is pass from one user to another user it must pass through
a gateway to delivered
6) Value-added networks: These are the public telecommunication such as
PTCL
7) Messaging Transport
Software which transport a message from one system to another.
8) Directory system
This contain names, addresses sometimes information about each user, to
whom you need to send the message.

Paper 7

MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 3)
Question No: 1 ( Marks: 1 ) - Please choose one
A letter that completes a valid contract between a buyer and a seller is called:
► An order letter
► An acknowledgement letter
► An inquiry letter
► A sales letter

Question No: 2 ( Marks: 1 ) - Please choose one

Letters refusing orders call for the indirect plan or the---------------- approach.
► Sandwich
► Burger
► Neutral
► Negative

Question No: 3 ( Marks: 1 ) - Please choose one

While sending the message, you are__________
► decoder
► encoder
► decoder and encoder
► initiater

Question No: 4 ( Marks: 1 ) - Please choose one

In----------- characteristics such as body shape, body odors and skin color are
included.
► Mental
► Physical
► Spiritual
► verbal

Question No: 5 ( Marks: 1 ) - Please choose one

If your message is specific, definite and vivid; you are applying which one of the
following principles:
► Conciseness
► Concreteness
► Completeness
► Consideration

Question No: 6 ( Marks: 1 ) - Please choose one

__________ means judging other people or countries by the cultural standards
of your group.
► Ethnography
► Anthology
► Anthropology
► Ethnocentrism

Question No: 7 ( Marks: 1 ) - Please choose one

Barriers caused by your own physical appearance, your audience, or the context of
the document or the presentation are called:
► Semantic barriers (Convention of meaning)
► Physical Barrier
► Psychological barriers
► Barriers involving values attitudes etc

Question No: 8 ( Marks: 1 ) - Please choose one

It means that for a Company to survive, it must establish markets not only in its
own country but also in many foreign countries. Thus employees must understand
other cultures as well as their own country‟s ethnic diversity.
Match this statement with one of the following concepts:
► Globalization
► Marketing
► Communication
► Americanism

Question No: 9 ( Marks: 1 ) - Please choose one

Sometimes an extra message is added at the end of a letter. It may be something
important or some personal comment. This is called _____________.
► enclosure(s)
► copy notation
► postscript
► attention line

Question No: 10 ( Marks: 1 ) - Please choose one

This form is named so because inside address, salutation and paragraphs are
blocked not indented in this form. If plain paper is being used, heading, date,
complimentary close and signature are typewritten at the horizontal centre of the
page. They are placed so that they end near the right hand margin.
Match the above with one of the followings:
► The Block-form / Modified – Block
► Full-Block
► The Semi-Block
► AMS (Administrative Management Society)

Question No: 11 ( Marks: 2 )

What is the difference between inquiries and general requests.
An inquiry asks for information about products or services the writer is interested
in purchasing. Where as a general request the writer seeks information without
intention to buy or sell. When you write either of these letters use the direct plan
and follow these suggestions.
Question No: 12 ( Marks: 2 )
What is culture?
Question No: 13 ( Marks: 3 )
Write only the body of an order letter to ABC Company for the purchase of
weather vanes?
Question No: 14 ( Marks: 3 )
What do we mean by close paragraph in the process of effective business
messages?
Question No: 15 ( Marks: 5 )
Write a short note on groupware.
Question No: 16 ( Marks: 5 )
Environmental factors can greatly affect the process of communication‟. Discuss.
Question No: 17 ( Marks: 5 )
How far do you agree that cultural differences provide hinderance to a company
in this atmoshphere of globalization?
Paper 8

MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication
Question No: 1 ( Marks: 1 ) - Please choose one
Memo is the short form of:
► Mamorandum
► Memory
► Memorial
► Momentom

Question No: 2 ( Marks: 1 ) - Please choose one

Communication has an ancient foundation and its roots go back to the time of
Greeks,this is called:
► Oral communication
► Written communication
► Non-verbal communication
► Inactive communication

Question No: 3 ( Marks: 1 ) - Please choose one

___________ machine scans a printed page, converts it to a signal, and transmits it.
► A Facsimile
► A Photocopy
► An Electronic
► A Printer

Question No: 4 ( Marks: 1 ) - Please choose one

A message of congratulation or commendation is much like the message of:
► Condolence
► Appreciation
► Refusal
► Acceptance

Question No: 5 ( Marks: 1 ) - Please choose one

An exchange of information within an organization is called:
► Internal communication
► External communication
► Horizontal communication
► Vertical communication

Question No: 6 ( Marks: 1 ) - Please choose one

Artifact objects are used in which type of messages?
► verbal
► Non-verbal
► Written
► Oral and written

Question No: 7 ( Marks: 1 ) - Please choose one

Vocal characterizers include:
► Laughing, crying
► Intensity, pitch
► Sound, silent pauses
► Sneeze, tone

Question No: 8 ( Marks: 1 ) - Please choose one

______________ are individual cultural variables.
► Economics, politics
► Accepted dress, manners
► Language, social norms
► Social norms, manners

Question No: 9 ( Marks: 1 ) - Please choose one

The way you -------------- your message makes it clear whether your reader will
respond favourably or unfavourably to the message.
► begin
► end
► write
► conclude

Question No: 10 ( Marks: 1 ) - Please choose one

Which one is national variable from the followings?
► Time
► Space
► Economics
► Food

Question No: 11 ( Marks: 2 )

What is an order letter?
An order letter is a contract of selling and purchasing or services. Orders are
considered one of the simplest types of direct request. While placing an order, you
need not excite your reader‟s interest; just state your needs clearly and directly
Question No: 12 ( Marks: 2 )
Name some national variables mentioned in intercultural communication
model.
Following are some national variables:
Education Time
Regulation Space
Economics Food
Politics Accepted Dress
Social Norms Manners
Language
Question No: 13 ( Marks: 3 )
Name the national and individual cultural variables.
National Variables Individual Cultural Variables
Education Time
Regulation Space
Economics Food
Politics Accepted Dress
Social Norms Manners
Language Decision Making
Question No: 14 ( Marks: 3 )
Write down the format of Semi Block Form of letter.
This form is much used in Pakistan. Heading, date, complimentary close and
signature sections begin at the horizontal of the page or are placed so that they end
near the right-hand margin. First line of each paragraph is indented five to seven
spaces. Only closed form of punctuation is used in this form. This letter style is
attractive on the page.
Question No: 15 ( Marks: 5 )
Personal space varies according to gender, status, roles and culture. Comment
on
it.
Question No: 16 ( Marks: 5 )
Write the body of a "Thanks letter" to your customer for the first order, in order
to build good will of the company.
Question No: 17 ( Marks: 5 )
Explain three National Variables present in intercultural communication model
National Variables in intercultural communication model
Education
Regulation
Economics

Paper 9

MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 2)
Question No: 1 ( Marks: 1 ) - Please choose one
In letter writing, the format in which all essential parts are started from the left
hand margin along with open punctuation is known as:
► The semi block
► Full block
► Modified block
► Long block

This format is considered to be the most modern. All essential parts in this form
are started from the left-hand margin. Open punctuation should be used in this
form. This form saves time more than any other form.

Question No: 2 ( Marks: 1 ) - Please choose one

Individual cultural variables include:
► Chronemics, proxemics
► Space zone, oral communication
► Adopters and duplicators
► Verbal and written communication

Question No: 3 ( Marks: 1 ) - Please choose one

For writing an effective business message, there are ____________planning steps.
► seven
► five
► two
► three

Five Planning Steps

Before writing a message, the following steps are necessary for effective
communication.
1. Define the purpose of the message.
2. Analyze your audience – readers or listeners.
3. Choose the ideas to include.
4. Collect all the facts to back up these ideas.
5. Outline – organize – your message.

Question No: 4 ( Marks: 1 ) - Please choose one

When a vice president in an organization sends message to the sales manager,
which type of flow is it?
► Upward
► Downward
► Horizontal
►Upward and downward

Downward Flow
• Organizational decisions are made at top level and then flow down to the
people who carry them. When employees receive appropriate
downward communication from the management, they become motivated and
more efficient.

Question No: 5 ( Marks: 1 ) - Please choose one

Message
Communicator Audience
As “sender” Noise as “receiver”
This model represents which theory of communication?
► Social environment theory
►General theory
► Rhetorical theory
► Electronic theory

Electronic Theory
• The message is transmitted as a signal (marks on paper or sound waves)
through a channel, where it
may be distorted by noise (such as smudged typing or acoustical problems). As a
last step, the
receiver (listener or reader) decodes the message.

Question No: 6 ( Marks: 1 ) - Please choose one

Sometimes an extra message is added at the end of a letter. It may be something
important or some personal comment. This is called ______________.
► enclosure(s)
► copy notation
► postscript
► attention line

Postscript
Sometimes an extra message is added at the end of a letter. It may be something
important or some
personal comment. Write Ps or Ps and leave two spaces before the first word of
the postscript.

Question No: 7 ( Marks: 1 ) - Please choose one

It means that a message is specific, definite and vivid. If a message lacks these
qualities, it will be vague and general. For this purpose, denotative words will be
used instead of connotative words.
Match this statement with one of the following principles of communication:
► Clarity
► Conciseness
► Consideration
► Concreteness

Question No: 8 ( Marks: 1 ) - Please choose one

All seven C‟s can be applied to:
► Oral communication
► Written and non verbal communication
► Oral and verbal communication
► Effective business communication

Communication is an important part of our world today. The ability to

communicate effectively with others
is considered a prized quality of the successful business people. To
communicate easily and effectively with
your readers, you should apply the following Seven „C‟‟ principles:
1. Clarity 5. Correctness
2. Conciseness 6. Courtesy
3. Consideration 7. Completeness
4. Concreteness

Question No: 9 ( Marks: 1 ) - Please choose one

Which one of the following components does not make up an email system?
► Users
► Messages and protocols
► Senders‟ and Recipients‟ Addresses
► Audio conference

Several basic components make up email systems, including

1. Users
2. Messages
3. Senders‟‟ and Recipients‟‟ Addresses
4. Protocols
5. Messaging Transports
6. Gateways
7. Value-added Networks
8. Directory Systems

Question No: 10 ( Marks: 1 ) - Please choose one

Which of the following is not an aspect of a buffer?
► Agreement
► Appreciation
► Assurance
► Conflict

Question No: 11 ( Marks: 2 )

Write down names of standard parts of a business letter.
Standard Parts of the Letter
Most business letters have the following parts:
1. Heading
2. Date
3. Inside address
4. Salutation
5. Body
6. Complimentary close
7. Signature
8. Reference Section
Question No: 12 ( Marks: 2 )
In persuasive requests, write the names of appeals that we use to get the interest
of the reader.
Begin with something that will Interest the Reader
• Altruistic Appeal
• Reader-benefit appeal
• Individual responsibility appeal
• Personal experience appeal.

Question No: 13 ( Marks: 3 )

Name the national and individual cultural variables.
Some National Variables Individual Cultural Variables
Education Time
Regulation Space
Economics Food
Politics Accepted Dress
Social Norms Manners
Language Decision Making

Question No: 14 ( Marks: 3 )-

What are the advantages and disadvantages of an e-mail?
Advantages
1. Email is a faster and more efficient channelthan regular mail (sometimes
referred to as snail mail). Most messages reach anywhere in the world within
minutes of being sent.
2. It saves paper
3. It can be send at any convenient time
4. A message can be written and edited quickly by several people before it is sent
5. It can be send to different receivers at the same time
6. Email can be stored and sent at off-peak telephone rates
Disadvantages
1. It ca be difficult to distinguish between casual and formal messages because of
their similar layout
2. There may be a time lag if the receiver does not read their email for a few
days.
3. The system is inaccessible to those who are computer illiterate or not online.
4. Its contents may reappear later in a variety of printed forms.
5. It lack nonverbal communication cues to add meaning
6. It can be overused

Question No: 15 ( Marks: 5 )

What are four stages of AIDA plan? Describe briefly
One way to organize persuasive messages is the AIDA plan, which is of
four stages:
1. Attention 2. Interest 3. Desire 4. Action
In the attention stage, you convince the reader that you have something
interesting or useful for him. In interest stage you explain how your message is
related to your reader. In the desire stage you provide relevant evidence to prove
your claim drawing attention to any enclosures. And in the action stage you close
the message with an action ending that suggests a specific action the reader may
take.

Question No: 16 ( Marks: 5 )

Conciseness means saying what you want to say in the few words‟‟. Discuss.
Conciseness
Eliminate wordy expressions
• To avoid wordy expressions, use single words whenever possible. Here are some
examples of how word economy saves the reader‟s time and effort.
• Wordy: I want to take this opportunity to tell you that we are grateful to you
• Concise: Thank you
• Wordy: We are grateful and appreciative
• Concise: We look forward with anticipation to…
• Avoid trite, “which” that clauses whenever possible
• We wan to buy chairs which are of the executive types
• We want to buy executive type chairs Include only relevant material
• Your reader will lose interest in your message if he/she finds irrelevant things in
your message. Using only well-chosen words can help you convey relevant facts.
• Avoid, information obvious to the reader
• Avoid long introduction, excessive adjectives, pompous works

Conciseness
Avoid unnecessary repetition.
• Avoid repetition by using pronouns, short names or acronyms, etc.
• Stick to the purpose of the message.
• Writing concisely means using only necessary, meaningful words.

Question No: 17 ( Marks: 5 )

How do religion, social norms and language work as individual cultural
variable?
Religion
Be careful of religious beliefs within foreign countries. Although some basic beliefs
overlap, there some major differences In connection with religion there is great
need for tolerance. Buddhism, Hinduism, and Moslem religions are found in many
parts of the world, affecting the values (and attire) of people professing these
faiths. For instances, these three religions forbid consumption of alcohol; Religious
holidays affect international communication, interrupting work schedules or
delaying responses to requests Be aware too that religion can affect the status of
women; their positions within an economy and even their buying patterns and
habits of dress.
Religion: Homogeneity and diversity of belief structure
a. Are you aware of the major religious beliefs that could affect your business
relationships?
b. will the religious holidays affect your rhythm of conducting business?
c. what personal behavior is acceptable and nonacceptable?
Social Norms
In various ways any national environmental constraints – education, law and
regulations, economics, politics, religion – affect a nation‟s social norms. In many
countries a male line of the family profoundly influences some business decisions.
Decisions, buying patterns, pooling of resources, special interests affect behavior
and business communication. Beyond the immediate family a bond may exist
between persons, based on caste, class, age, or even special interests. Be aware of a
nation‟s social norms.
Social Norms: importance of family, influence of past colonial influences:
a. are you aware of the social hierarchies of the country?
b. Is there a rank order of importance for participants at meetings?
c. Who will really make the business decision?
d. Which country‟s influence is still evident after previous colonial control?
Language
An important constraint that undergirds all the preceding variables is language.
Obviously, unless both
sender and receiver understand a common language, the opportunities for
successful business
communication are significantly limited.
Language
English is a world language – and to a major extent the language of business.
Language problems are often core to communication misunderstanding.
Language: Use of English and other languages used in business relationships:
a. Is it necessary to have an interpreter at business sessions?
b. is English understood at the oral or written level?
c. Is there a protocol to follow for formal and informal communication.

Paper 10
 MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 6)
Question No: 1 ( Marks: 1 ) - Please choose one
Recommendation letter provides:
► Suggestion
► Information
► Advice
► Material information

Question No: 2 ( Marks: 1 ) - Please choose one

A letter that completes a valid contract between a buyer and a seller is called:
► An order letter
► An acknowledgement letter
► An inquiry letter
► A sales letter

Question No: 3 ( Marks: 1 ) - Please choose one

Artifact objects are used in which type of messages?
► verbal
► Non-verbal
► Written
► Oral and written

Question No: 4 ( Marks: 1 ) - Please choose one

For a good communicator, it is important to predict how the customer will
respond and this aspect is called:
► Perception
► Perfection
► Personality
► Practice

Question No: 5 ( Marks: 1 ) - Please choose one

For writing an effective business message, there are---------- planning steps.
► seven
► five
► two
► three

Question No: 6 ( Marks: 1 ) - Please choose one

Barriers caused by your own physical appearance, your audience, or the context of the
document or the presentation are called:
► Semantic barriers (Convention of meaning)
► Physical Barrier
► Psychological barriers
► Barriers involving values attitudes etc

Question No: 7 ( Marks: 1 ) - Please choose one

Which of the following complimentary close is accurate in general letter writing?
► Yours sincerely,
► Sincerely,
► Yours respectfully,
► All of the above

Question No: 8 ( Marks: 1 ) - Please choose one

________________ is the way by which a message is communicated.
► Medium
► Context
► Feedback
► Network

Question No: 9 ( Marks: 1 ) - Please choose one

When your message contains all the facts, the reader or the listener needs, it is
called:
► Complete
► Considerate
► Courteous
► Clear

Question No: 10 ( Marks: 1 ) - Please choose one

It has been in use since 1950. It uses full–block form and open punctuation. No
salutation or complimentary close is used. Reader‟s name is used in the first and
last sentences. Subject and writer‟s name are typed in capitals.
Match the above with one of the followings:
► The Block-form / Modified – Block
► Full-Block
► The Semi-Block
► AMS (Administrative Management Society)

Question No: 11 ( Marks: 2 )

Write a note on beginnings & endings in a letter.
Question No: 12 ( Marks: 2 )
What is an order letter?
Question No: 13 ( Marks: 3 )
What points should be kept in mind while writing letter refusing an order?
Question No: 14 ( Marks: 3 )
Name standard parts of a business message.
Question No: 15 ( Marks: 5 )
Behaving in a proper way while writing or communicating with customers is
one of the keys to success‟‟. Discuss the principle of courtesy.
Question No: 16 ( Marks: 5 )
Individual culutral variables are very important to understand interculutral
communication,discuss with three individual cultural variables.
Question No: 17 ( Marks: 5 )
Write the body of a "Thanks letter" to your customer for the first order, in order to
build good will of the company.

Paper 11

MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 4)
Question No: 1 ( Marks: 1 ) - Please choose one
Memo is the short form of:
► Mamorandum
► Memory
► Memorial
► Momentom

Question No: 2 ( Marks: 1 ) - Please choose one

If a customer omits necessary information on an order, the company cannot
process, this is called:
► Incomplete or vague order
► Complete and clear order
► Order for out-of-stock items
► Clear orders

Question No: 3 ( Marks: 1 ) - Please choose one

A contract of selling and purchasing services is called:
► A credit letter
► A collection letter
► An order letter
► A sales letter

Question No: 4 ( Marks: 1 ) - Please choose one

Comunication is _______________ way process.
► two
► four
► three
► five

Question No: 5 ( Marks: 1 ) - Please choose one

Personal space varies according to:
► Situation
► Culture, status
► Medium
► Channel

Question No: 6 ( Marks: 1 ) - Please choose one

Using „stoled‟, instead of stolen is which type of expression?
► Substandard
► standard
► appropriate
► good

Question No: 7 ( Marks: 1 ) - Please choose one

The way you _________ your message makes it clear whether your reader will
respond favorably or unfavorably to the message.
► begin
► end
► write
► conclude
Question No: 8 ( Marks: 1 ) - Please choose one
_____________ means judging other people or countries by the cultural standards
of your group.
► Ethnography
► Anthology
► Anthropology
► Ethnocentrism

Question No: 9 ( Marks: 1 ) - Please choose one

A basic principle of communication is that the symbols the sender uses to
communicate messages must have the same meaning in both the sender‟s and
receiver‟s minds. You can never be sure that the message in your mind will be
clearly sent to your receiver.
The following statement shows which one of the barriers:
► Semantic barriers
► Physical Barrier
► Psychological barriers
► Barriers involving values attitudes etc

Question No: 10 ( Marks: 1 ) - Please choose one

It contains all facts that the reader or listener needs for the reaction you desire.
Senders and receivers are influenced by their background, viewpoint, needs,
experience, attitude, status and emotions. A message brings desired result. It does a
better job of building goodwill.
Match this statement with one of the following principles of communication:
► Conciseness
► Courtesy
► Consideration
► Completeness

Question No: 11 ( Marks: 2 )

Mention three specific ways to indicate consideration.
Question No: 12 ( Marks: 2 )
What is persuasive request?
Question No: 13 ( Marks: 3 )
Explain the following points in replies to persuasive requests.
1. Start with a Cheerful “Yes”
2. Confirm Details of the Request and Acceptance
Question No: 14 ( Marks: 3 )
Name standard parts of a business message.
Question No: 15 ( Marks: 5 )
Write a short note on clarity.
Question No: 16 ( Marks: 5 )
Your company has received an order for three dozen spark plugs. You need to
write an acknowledgement letter. Write only the body of this letter.
Question No: 17 ( Marks: 5 )
Elucidate the five planning steps involved in the process of preparing effective
business messages.

Paper 12

MIDTERM EXAMINATION
Spring 2010
ENG301- Business Communication (Session - 2)
Question No: 1 ( Marks: 1 ) - Please choose one
Even the salutation and the complementary close have no punctuation in:
► Open punctuation
► Standard punctuation
► Close punctuation
► Long punctuation

Question No: 2 ( Marks: 1 ) - Please choose one

When do we write get-well letters?
► A personal friend or business acquaintance is ill
► The manager of the company suffers loss
► A company opens new branch.
► A company invites applications

Question No: 3 ( Marks: 1 ) - Please choose one

_______________ type of flow takes place between peers in organizations in order to
solve problems.
► Horizontal
► Downward
► Upward
► Circular

Question No: 4 ( Marks: 1 ) - Please choose one

While sending the message, you are__________
► decoder
► encoder
► decoder and encoder
► initiater

Question No: 5 ( Marks: 1 ) - Please choose one

In which communication expressions are not encoded in words?
► Non-verbal
► Verbal
► Written
► Verbal and written

Question No: 6 ( Marks: 1 ) - Please choose one

Personal Nonverbal communication involves kind of nonverbal behavior that is
unique to:
► Four persons
► One person
► Six persons
► Three person

Question No: 7 ( Marks: 1 ) - Please choose one

It is more comfortable to work with people of ______________
► European countries
► your own country
► Asians
► other countries

Question No: 8 ( Marks: 1 ) - Please choose one

In order to understand verbal and nonverbal communication which of the
following things should we do?
► Accept cultural differences
► Studying your own culture
► Learn about other cultures
► All of the above

Question No: 9 ( Marks: 1 ) - Please choose one

In which situation do we write acknowledging an order letter?
► Welcome the customer
► Discourage the customer
► Apologize
► Sympathies

Question No: 10 ( Marks: 1 ) - Please choose one

How unnecessary repetition should be treated for successful business message?
► adopted
► avoided
► adapted
► submitted

Question No: 11 ( Marks: 2 )

Redraft the message for clarity
The identification and classification of the various histological types of lymphomas
are vital steps toward the introduction of new therapies and the reduction of
mortality.
Question No: 12 ( Marks: 2 )
What is an order letter?
Question No: 13 ( Marks: 3 )
Name the national and individual cultural variables.
Question No: 14 ( Marks: 3 )
Write only the body of an order letter to ABC Company for the purchase of
weather vanes?
Question No: 15 ( Marks: 5 )
Your attitude is very important in order to understand reader‟s point of view.
Discuss.
Question No: 16 ( Marks: 5 )
Write a detailed note on buffer.
Question No: 17 ( Marks: 5 )
Write a short note on artifacts.

Paper 13
 MIDTERM EXAMINATION
Fall 2009
ENG301- Business Communication (Session - 3)
Question No: 1 ( Marks: 1 ) - Please choose one
Even the salutation and the complementary close have no
punctuation in:
► Open punctuation
► Standard punctuation
► Close punctuation
► Long punctuation

Handouts Page 52
3. Open Punctuation
It requires no punctuation even after the salutation and the
complimentary close.

Question No: 2 ( Marks: 1 ) - Please choose one

What is the top most quality of a business executive?
► Effective communicator
► Good personality
► Hardworking
► Skill to manage the things

Handouts Page 3
Above all else, your ability to communicate helps you in
understanding human relationships. Being an effective
communicator you can interact effectively and positively with
others.
Question No: 3 ( Marks: 1 ) - Please choose one
What is CD-Rom database?
► It is used to put information in a form that is easy to digest
► It is used to play computer disk
► It is a tool used during the high level meetings
► It is a tool to download songs
Handouts Page 62
It is powerful tool for putting masses of information in a form
that is easy to digest.
Question No: 4 ( Marks: 1 ) - Please choose one
An exchange of information within an organization is called:
► Internal communication
► External communication
► Horizontal communication
► Vertical communication

Handouts Page 5
An exchange of information within an organization is called
internal communication. It takes place at different levels --
downwards, upwards and horizontal
Question No: 5 ( Marks: 1 ) - Please choose one
What is the more formal way of communication?
► Written communication
► Oral communication
► Non-verbal communication
► Effective communication

Handouts Page 5
Formal
Planned communication
Memo, letter, report, e-mail & faxes that follow
company’s chain of command so it is a written
communication
Question No: 6 ( Marks: 1 ) - Please choose one
Selecting some details and omitting others is a process called:
► Abstracting
► Extracting
► Attracting
► Fascinating
Handouts Page 13
Selecting some details and omitting others is a process
called abstracting.
Question No: 7 ( Marks: 1 ) - Please choose one
A receiver‟s attitude towards a message can determine whether
it is:
► Accepted
► Rejected
► Accepted or rejected
► Mixed response

Handouts Page 14
A receiver’s attitude toward a message can determine
whether it is accepted or rejected.
Question No: 8 ( Marks: 1 ) - Please choose one
In _______ characteristics such as body shape, body odors and
skin color are
included.
► Mental
► Physical
► Spiritual
► verbal

Handouts Page 16
Physical characteristics such as body shape, general
attractiveness, body and breathe odours, weight, hair and
skin colour are important parts of nonverbal communication.

Question No: 9 ( Marks: 1 ) - Please choose one

Artifact objects are used in which type of messages?
► Verbal
► Non-verbal
► Written
► Oral and written
Handouts Page 17
Artifacts are objects used to convey nonverbal messages
about self-concept, image, mood, feeling or style. For
example, perfume, clothes, lipstick
Question No: 10 ( Marks: 1 ) - Please choose one
Personal space varies according to:
► Situation
► Culture, status
► Medium
► Channel

Handouts Page 17
Personal space varies according to:
• Gender
• Status
• Roles
• Culture
Question No: 11 ( Marks: 1 ) - Please choose one
For writing an effective business message, there are __________
planning steps.
► seven
► five
► two
► three

Handouts Page 42
Five Planning Steps
Before writing a message, the following steps are necessary
for effective communication.
1. Define the purpose of the message.
2. Analyze your audience – readers or listeners.
3. Choose the ideas to include.
4. Collect all the facts to back up these ideas.
5. Outline – organize – your message.
Question No: 12 ( Marks: 1 ) - Please choose one
If you have bad news, how can you begin your message?
► With buttering.
► With flattery.
► With buffer
► With confidence

Handouts Page 45
Buffer: If you have bad news, begin your message with a
buffer

Question No: 13 ( Marks: 1 ) - Please choose one

In order to understand verbal and nonverbal communication
which of the
following things should we do?
► Accept cultural differences
► Studying your own culture
► Learn about other cultures
► All of the above

Handouts Page 41
Verbal and Nonverbal Communication
A. Accept cultural differences
1. Studying your own culture
2. Learn about other cultures through books, articles, videos,
and other resources.
3. encourages employees to discuss their culture’s customs
Question No: 14 ( Marks: 1 ) - Please choose one
Before writing a message, which of the following steps are
necessary for effective
communication?
► Define the purpose of the message.
► Analyze your audience – readers or listeners, outline –
organize – your
message.
► Choose the ideas to include, collect all the facts to back up
these ideas.
► All of the above

Handouts Page 42
Five Planning Steps
Before writing a message, the following steps are necessary
for effective communication.
1. Define the purpose of the message.
2. Analyze your audience – readers or listeners.
3. Choose the ideas to include.
4. Collect all the facts to back up these ideas.
5. Outline – organize – your message.
Question No: 15 ( Marks: 1 ) - Please choose one
Which one of the followings is the most important for a successful
message?
► Feedback
► Sender
► Message
► Medium

Handouts Page 44
Then most important facts can be changed into message. It
is better that the message written to welcome a customer
should have other incentives or policies what the firm offers.
Question No: 16 ( Marks: 1 ) - Please choose one
Which of the following parts are related to business letters?
► Heading
► Date
► Inside address, salutation
► All of the above
Handouts Page 48
Standard Parts of the Letter
Most business letters have the following parts:
1. Heading
2. Date
3. Inside address
4. Salutation
5. Body
6. Complimentary close
7. Signature
8. Reference Section
Question No: 17 ( Marks: 2 )
What is the difference between credibility and congeniality?
Handouts Page 19
Credibility: They are believable. They have faith in the
substance of their message. You trust their information and
their intentions.
Congeniality: They maintain friendly, pleasure relations with
you.
Question No: 18 ( Marks: 2 )
Which points should be kept in mind while writing get-well wishes
and sympathy letters.
Handouts Page 80
Writing Get-Well Wishes and Sympathy Letters
When a personal friend or a business acquaintance is ill, a
letter from you is welcome. If the illness is not serious and
recovery is expected, you can send a humorous get-well card
or a cheerful, happy letter. If the illness is serious or the
person is getting over a major operation, then send a more
subdued letter. That person will not be in a mood for jokes!
Be optimistic when you write to someone who is ill. Mention
once at the beginning of the letter how sorry you are that the
person is ill. From then on talk about a return to normal life,
as the writer of thefollowing letter did:
Question No: 19 ( Marks: 3 )
In order to understand intercultural communication which factors
are important?
Handouts Page 33
Intercultural Communication
1. What do you think of a culture in which people sign their last
names first?
2. What is your reaction when two signatures appear at the
bottom of a business letter?
3. Why don’t people put the month first, then the day, rather than
day first, then the month?
4. What is your impression of a foreign letter that is intentionally
not concise?
5. Some salutations are overly formal; so are endings. Is that a
concern when your letters have been more
casual?
6. How do you react to long sentences in letters when you were
taught to write shorter sentences?
7. What’s your reaction when a letters ends without a clear
statement of purpose or action?
8. What is your feeling toward a meeting in which there is little
discussion and little comment until the
senior and usually older person speaks and recommends an
answer?
9. How do you react when writing problems such as errors in
choice of verb tense, prepositions, and articles
frequently occur in writing?
Question No: 20 ( Marks: 5 )
What is the organizational plan for order letters? Discuss each
point briefly.

Handouts Page 82
1. Give the Information in a Clear Format
To make your letter easy to read, do one of the following:
• Write a separate, single-spaced paragraph for each item, with
double spacing between paragraphs.
• Arrange your order in a tabular form similar to an order blank.
When several sets of numbers, items, and prices are given,
tabular form is clearer than writing the
information in sentences.
2. Write Orders, not Just Hints
Legally, an order letter is the “offer” portion of a contract. The
“acceptance” portion of the contract is
completed when the seller sends the merchandise. Use specific
and direct openings such as “please send
me” Or “Please ship…” rather than vague phrases such as “I’m
interested in ….” Or “I’d like to….”
3. Give a Complete Description of Each Item
Include the following information in your order letter:
i. Quantity ordered.
ii. Catalog (or model or stock) number
iii. Name of product
iv. Description of product, including as much of the following as is
appropriate (1) colour (2)
size (3) material, (4) grade or quality, (5) pattern, (6) finish, and
(7) any other details
available.
v. Unit price
vi. Total price for desired quantity
vii. Any other information that you have, including where you saw
the product advertised.
4. Tell How You Will Pay for the Order
Give the mod of payment to be used (personal cheque, COD,
money order, or credit card). Be sure to
add any shipping charges and sales tax that may be part of the
total cost. If you want the item charged to a
credit card, give the credit card number and the expiry date. Also,
if the printed name on the credit card
differs from the signature and typed name on the letter, be sure to
give the exact name of the cardholder.
5. Tell Where, When, & How you Want the Merchandise
Shipped
Question No: 21 ( Marks: 10 )
Write an order letter to ABC Company for the purchase of
weather vanes?
Handouts Page 82

Paper 14

MIDTERM EXAMINATION
Spring 2009
ENG301- Business Communication (Session - 1)

Question No: 1 ( Marks: 1 ) - Please choose one

Before writing a message, which of the following steps are
necessary for effective
communication?
► Define the purpose of the message.
► Analyze your audience – readers or listeners, outline –
organize – your
message.
► Choose the ideas to include, collect all the facts to back up
these ideas.
► All of the above
Handouts Page 42
Five Planning Steps
Before writing a message, the following steps are necessary
for effective communication.
1. Define the purpose of the message.
2. Analyze your audience – readers or listeners.
3. Choose the ideas to include.
4. Collect all the facts to back up these ideas.
5. Outline – organize – your message.

Question No: 2 ( Marks: 1 ) - Please choose one

In order to understand verbal and nonverbal communication
which of the
following things should we do?
► Accept cultural differences
► Studying your own culture
► Learn about other cultures
► All of the above
Handouts Page 41
Verbal and Nonverbal Communication
A. Accept cultural differences
1. Studying your own culture
2. Learn about other cultures through books, articles, videos,
and other resources.
3. encourages employees to discuss their culture’s customs

Question No: 3 ( Marks: 1 ) - Please choose one

Which one is the aspect of life styles of the country?
► Position of the family
► Social and economic levels
► Business hours
► All the above
Handouts Page 33
Life styles of the Country
Position of the family
Social and economic levels
Business hours
Food

Question No: 4 ( Marks: 1 ) - Please choose one

It is that part of language associated with but not involving the
word system. It consists of the voice qualities and vocalizations
that affect how something is said rather than what is said. Select
one which is true from the followings.
► Kinesics behavior
► Paralanguage
► Proximity
► Artifacts
Handouts Page 16
Paralanguage is that part of language associated with but not involving the word system. It consists
of the voice qualities and vocalizations that affect how something is said rather than what is said.
Question No: 5 ( Marks: 1 ) - Please choose one
Which one is not the component of communication process from
the followings?
► Sender/encoder,
► Message, medium,
► Receiver/decoder, feedbacks.
► Audio-visual and technological
Handouts page 10
The process of communication has six components: sender/encoder, message, medium,
receiver/decoder, and feedbacks.

Question No: 6 ( Marks: 1 ) - Please choose one

Message Communicator Audience As “sender” Noise as
“receiver”
This model represents which theory of communication?
► Social environment theory
► General theory
► Rhetorical theory
► Electronic theory
Handouts page 8
Electronic Theory
• The message is transmitted as a signal (marks on paper or sound waves) through a channel, where
it may be distorted by noise (such as smudged typing or

Question No: 7 ( Marks: 1 ) - Please choose one

A formal style is characterized by more------------ sentences.
► simple
► complex
► easy
► short
Handouts page 23
A formal style is characterized by more complex sentences.
• An informal style is characterized by Short words and sentences
Question No: 8 ( Marks: 1 ) - Please choose one
All seven C‟s can be applied to:
► Oral and written communication
► Written and non verbal communication
► Oral and verbal communication
► Effective business communication
Handouts page 42
PROCESS OF PREPARING EFFECTIVE BUSINESS MESSAGES
While preparing a written or an oral business message, you need to plan
Question No: 9 ( Marks: 1 ) - Please choose one
In which communication expressions are not encoded in words?
► Non-verbal
► Verbal
► Written
► Verbal and written
Handouts page 15
Nonverbal communication consists of that part of a message that is not encoded in words.
Question No: 10 ( Marks: 1 ) - Please choose one
An effective way of maintaining communication with employees is
to monitor:
► Feedback
► Behaviour
► Environment of the company
► Situation
Handouts page 15
Universal nonverbal communication is behaviour that is common to humankind.

Question No: 11 ( Marks: 1 ) - Please choose one

---------------- type of flow takes place between peers in
organizations in order to
solve problems.
► Horizontal
► Downward
► Upward
► Circular
Handouts page 6
Horizontal flow takes place between peers in organizations in order to solve problems

Question No: 12 ( Marks: 1 ) - Please choose one

In refusal letter, at which place do we give explanation of the
refusal?
► Beginning
► Middle
► End
► Between beginning and middle
Handouts page 107
Arrange your answers so your positive responses are at the beginning and the end; embed (put in the
middle) your weaker or negative comments.

Question No: 13 ( Marks: 1 ) - Please choose one

_______________ allows several people to use software at the
same time to create documents, keep track of projects.
► Software
► Groupware
► E-mail
► Network
Handouts page 61
Groupware allows several people to use software at the same time to create documents, keep track of
projects, route messages, and manage deadlines.

Question No: 14 ( Marks: 1 ) - Please choose one

A person should follow which one of the the following
characteristics while writing an email?
► Concise, clear and polite
► Verbose, rude and harsh
► Impolite and having negative tone
► Moderate
Handouts page 59
Be clear, concise, and polite when you send an email message. Plan your email like letters and
memos.
Question No: 15 ( Marks: 1 ) - Please choose one
Even the salutation and the complementary close have no
punctuation in:
► Open punctuation
► Standard punctuation
► Close punctuation
► Long punctuation
Handouts Page 52
3. Open Punctuation
It requires no punctuation even after the salutation and the
complimentary close.

Question No: 16 ( Marks: 1 ) - Please choose one

________________ is a printed paper with the name and address
of a person or organization.
► Letterhead
► Letter pad
► Leaflet
► Document
Handouts Page 48
A letterhead is a printed paper with the name and address of a person or organization. Modern
letterheads usually occupy no more than 2 inches at the top of the page.
Question No: 17 ( Marks: 2 )
Which points should be kept in mind while writing get-well wishes
and sympathy letters.
Question No: 18 ( Marks: 2 )
Redraft the message for clarity
The identification and classification of the various histological
types of lymphomas are vital steps toward the introduction of new
therapies and the reduction of mortality.
Question No: 19 ( Marks: 3 )
What is buffer?
Question No: 20 ( Marks: 5 )
Individual culutral variables are very important to understand
intercultural communication, discuss with three individual cultural
variables.
Question No: 21 ( Marks: 10 )
Expalin the term culture and point out the main aspects of
intercultural model.

Paper 15

MIDTERM EXAMINATION
Spring 2009
ENG301- Business Communication (Session - 2)

Question No: 1 ( Marks: 1 ) - Please choose one

Which one of the followings is not aspect of the AIDA plan?
► Attention
► Interest
► Desire and action
► Skill
Handouts page 67
One way to organize persuasive messages is the AIDA plan,
which is of
four stages:
1. Attention 2. Interest 3. Desire 4. Action

Question No: 2 ( Marks: 1 ) - Please choose one

It has been in use since 1950. It uses full–block form and open
punctuation. No salutation or complimentary close is used.
Reader‟s name, is used in the first and last sentences. Subject
and writer‟s name are typed in capitals.
Match the above with one of the followings:
► The Block-form / Modified – Block
► Full-Block
► The Semi-Block
► AMS (Administrative Management Society)

Handouts page 52
4. AMS (Administrative Management Society)
It has been in use since 1950, AMS is simple style. It uses
full–block form and open punctuation. No salutation or
complimentary close is used. Reader’s name, is used in the
first and last sentences. Subject and writer’s name are typed
in capitals.

Question No: 3 ( Marks: 1 ) - Please choose one

It does not mean that the use of old-fashioned expressions such
as „your kind enquiry‟, „thank you‟ and „please‟. Rather, it grows
out of respect and concern for others. It is a quality that enables a
request to be refused without killing all hope of future business.
Match this statement with one of the following principles of
communication:
► Conciseness
► Courtesy
► Consideration
► Completeness
Handouts page 28
Courtesy does not mean the use of old-fashioned
expressions such as ‘your kind enquiry’, ‘thank you’ and
‘please’. Rather, it is politeness that grows out of respect and
concern for others.
Question No: 4 ( Marks: 1 ) - Please choose one
Which one of the followings is not the purpose of communication?
► To initiate some action
► To impart information, ideas, attitudes, beliefs or feelings.
► To establish, acknowledge or maintain links or relations with
other people.
► To make the people fool and sell your products.

Handouts page 1
The purpose of any given communication may be:
a) to initiate some action;
b) to impart information, ideals attitudes, beliefs or feelings;
and /or
c) to establish, acknowledge or maintain links or relations
with other people.

Question No: 5 ( Marks: 1 ) - Please choose one

Globalization means that for a Company to survive, it must
establish markets not only in its own country but also in
________________.
► two countries
► six countries
► many countries
► the whole world

Handouts page 33
Globalization means that for a Company to survive, it must
establish markets not only in it own country but also in
money foreign countries.
Question No: 6 ( Marks: 1 ) - Please choose one
The last paragraph should be _______ for an effective business
message.
► concise, correct
► long, concrete
► long, verbose
► concise, long

Handouts page 46
Keep Last Paragraph Concise and Correct
Trim your last paragraph to five or fewer lines of complete
sentences. Avoid unnecessary
repetition.

Question No: 7 ( Marks: 1 ) - Please choose one

To communicate easily and effectively with your readers, how
many number of principles of communication are applied:
► Nine
► Seven
► Eleven
► Six

Handouts page 21
To communicate easily and effectively with
your readers, you should apply the following Seven ‘C’
principles:
1. Clarity 5. Correctness
2. Conciseness 6. Courtesy
3. Consideration 7. Completeness
4. Concreteness

Question No: 8 ( Marks: 1 ) - Please choose one

In ______ characteristics such as body shape, body odors and
skin color are
included.
► Mental
► Physical
► Spiritual
► verbal
Handouts Page 16
Physical characteristics such as body shape, general
attractiveness, body and breathe odours, weight, hair and
skin colour are important parts of nonverbal communication.

Question No: 9 ( Marks: 1 ) - Please choose one

Selecting some details and omitting others is a process called:
► Abstracting
► Extracting
► Attracting
► Fascinating
Handouts Page 13
Selecting some details and omitting others is a process
called abstracting.

Question No: 10 ( Marks: 1 ) - Please choose one

A letter that completes a valid contract between a buyer and a
seller is called:
► An order letter
► An acknowledgement letter
► An inquiry letter
► A sales letter

Handouts Page 84
The acknowledgment completes a valid contract between
buyer and seller.

Question No: 11 ( Marks: 1 ) - Please choose one

As good-news plan is similar to direct-request plan, so is
persuasive plan to _____ plan.
► good news
► bad news
► pleasant news
► moderate news
Handouts Page 67
As good-news plan is similar to direct-request plan, so is
persuasive plan to bad-news plan.

Question No: 12 ( Marks: 1 ) - Please choose one

___________ is often effective for getting a motivational message
out to a large number of people.
► Groupware
► Videotape
► Software
► Teleconferencing
Handouts Page 62
Videotape is often effective for getting a motivational
message out to a large number of people.
Question No: 13 ( Marks: 1 ) - Please choose one
Communication is the process by which individuals share:
► Coordinate activities, and make decisions
► Body movements
► Techniques
► Skills
Handouts Page 152
Coordinate activities of diverse community groups
• Establish and maintain financial controls for public events
Question No: 14 ( Marks: 1 ) - Please choose one
„AMS‟ is the abbreviation of:
► Administrative Management Society
► Alcholical Member Society
► Advanced Management Society
► Asian Management Society

Handouts Page 52
Administrative Management Society

Question No: 15 ( Marks: 1 ) - Please choose one

Sometimes an extra message is added at the end of a letter and
is known as:
► Postscript
► Attention line
► Subject line
► Copy notation

Handouts Page 50
Postscript
Sometimes an extra message is added at the end of a letter. It
may be something important or some
personal comment
Question No: 16 ( Marks: 1 ) - Please choose one
_________ is included to remind the reader to check for
additional pages of information.
► Copy of notation
► Enclosure
► Subject line
► Attention line
Handouts Page 51
Enclosure(s) An enclosure or attachment notation is
included to remind the reader to check for additional pages
of information.
Question No: 17 ( Marks: 2 )
Write a note on different punctuation styles.
ANSWER:
Handouts Page 52
There are three types of punctuation styles
1. Closed punctuation: In this style the heading, date, inside
address,
salutations and complimentary close are punctuated.
2. Open punctuation: In this style of punctuation no punctuations
are used
even after salutation and complimentary close.
3. Standard Punctuation: Punctuation is used only after
salutation and
complimentary close.
Question No: 18 ( Marks: 2 )
Rephrase the following letter body:
“Will you ship us some time, anytime during the month of October
would be fine, or even November if you are rushed (November
would suit us just as well, in fact a little bit better) 300 of the
regular Dell Computers. Thank you in advance for sending these
along in parcel post, and not in express, as express is too
expensive.”
ANSWER:
Handouts Page 27
"Please ship parcel post, 300 Dell computers before the end of
November."
Question No: 19 ( Marks: 3 )
Point out some barriers in communication which arise due to
attitude and value differences of sender and receiver.
Handouts Page 12
Question No: 20 ( Marks: 5 )
Write short notes on the following:
1- Importance of communication in your career
2- Developing the right attitude
ANSWER:
Importance of communication in career: The ability to
communicate effectively is very important for a business
management student. Since this field requires more of mental
work so it is important to communicate the ideas and skills
effectively to others to reach the desired individual and
organizational goals. It is important while working in groups. In
order to perform the job effectively it is very important to
communicate with the coworkers and the seniors this will help in
accomplishing the job.
Developing the right attitude: Attitude is a persistent tendency
to feel and behave in a particular way toward some object.
Attitude describes people and their behavior. Receiver's attitude
towards a message determines whether it will be accepted or
rejected. People react favorably when they receive agreeable
message. Receiver's view of information affects the response.
People react according to their attitudes towards a situation rather
than to the facts. So developing the right attitude is very
important. Since people develop their attitudes from experience
too so to develop right attitudes there must be great association
between
individuals .
Question No: 21 ( Marks: 10 )
What is meant by Globalization? The implications of globalization
on organizational behavior is profound and direct. Comment on
this statement.
Answer:
Globalization and its implications on Organizational
Behavior: Globalization is a term that is used to describe the
changing world order in which various aspects of a nation that
include the economic, social, political, cultural and environmental
factors are viewed as being part of a global community and not
restricted in their scope. But according to an organization
Globalization means that for a companyto survive it must
establish markets not only in its own country but also in many
other countries of the world.
Implications of globalization: There are various implications of
globalization on organizational behavior like
New organizational structures Different forms of communications
Need more sensitivity to cultural differences
More competition Now a days globalization is very much
important for survival. Organizations expand globally to gain
access to resources as inputs and to sell there products as
outputs. Companies seek the expertise found in other countries.
Competition is of greater extent in global environment.
Companies compete with foreign competitors. The world is
viewed as a single market. There exist a diverse workforce and
the challenge of managing it increases as organizations expand
their operations internationally. People from different countries
have difficulties in non verbal communication due to differences in
their cultures. So globalization is no doubt an important need now
but due to this organizations have to face many
challenges.

Paper 16
 MIDTERM EXAMINATION
Spring 2009
ENG301- Business Communication (Session - 3)
Question No: 1 ( Marks: 1 ) - Please choose one
AIDA plan stands for:
► Attention, Interest, Desire, Action
► Authority, Interest, Disclose, Accuracy
► Accuracy, Internal, Diction, Attention
► Action, Interest, Desire, Authority

Hanouts page 66
AIDA plan, which is of four stages: 1. Attention 2. Interest 3.
Desire 4. Action
Question No: 2 ( Marks: 1 ) - Please choose one
This format is considered to be the most modern. All essential
parts in this form are started from the left-hand margin. Open
punctuation should be used in this form. This form saves time
more than any other form. Match the above with one of the
followings:
► The Block-form / Modified – Block
► Full-Block
► The Semi-Block
► AMS (Administrative Management Society)
Hanouts page 52
Full Block This format is considered to be the most modern. All
essential parts in this form are started from the lefthand margin.
Open punctuation should be used in this form. This form saves
time more than any other form.

Question No: 3 ( Marks: 1 ) - Please choose one

Before writing a message, which of the following steps are
necessary for effective communication?
► Define the purpose of the message.
► Analyze your audience – readers or listeners, outline –
organize – your
message.
► Choose the ideas to include, collect all the facts to back up
these ideas.
► All of the above
Hanouts page 42
Before writing a message, the following steps are necessary for
effective communication.
1. Define the purpose of the message.
2. Analyze your audience – readers or listeners.
3. Choose the ideas to include.
4. Collect all the facts to back up these ideas.
5. Outline – organize – your message

Question No: 4 ( Marks: 1 ) - Please choose one

In order to understand verbal and nonverbal communication
which of the following things should we do?
► Accept cultural differences
► Studying your own culture
► Learn about other cultures
► All of the above
Hanouts page 41
Verbal and Nonverbal Communication
A. Accept cultural differences
1. studying your own culture
2. Learn about other cultures through books, articles, videos, and
other resources.
3. encourages employees to discuss their culture’s customs
4. Avoid being judgmental
5. Create a formal forum to teach employees about the customers
of all cultures represented in the firm
reader’s forum.
6. Train employees to see and overcome ethnocentric
stereotyping.

Question No: 5 ( Marks: 1 ) - Please choose one

It refers to the behavioral characteristic, typical of a group, it can
be defined as all the ways of life including arts, beliefs and
institutions of a population that are passed down from generation
to generation. Match this statement with one of the following
concepts:
► Culture
► Communication
► Social lag
► Norms
Hanouts page 35
Culture refers to the behavioral characteristic typical of a
group this definition implies that
communication, oral and nonverbal within a group also are
typical of that group and are unique
Question No: 6 ( Marks: 1 ) - Please choose one
They maintain friendly, pleasant relations with you, regardless,
whether you agree with them or not. Good communicators
command your respond and goodwill. You are willing to work with
them again, despite their differences.
Match the above statement with one of the followings:
► Precision
► Credibility
► Control
► Congeniality
Hanouts page 19
Congeniality: They maintain friendly, pleasure relations with
you. Regardless of whether you agree with them. Good
communicators command your respond and good will. You
are willing to work with them again, despite their differences

Question No: 7 ( Marks: 1 ) - Please choose one

Intensity (loud/soft); pitch height (high/low) represent which one of
the followings:
► Vocal characterizers
► Vocal Qualifiers
► Vocal Segregates
► Vocal barriers
Hanouts page 17
Vocal Qualifiers intensity (loud/soft); pitch height (high/low).
Question No: 8 ( Marks: 1 ) - Please choose one
Message Communicator Audience As “sender” Noise as
“receiver”
This model represents which theory of communication?
► Social environment theory
► General theory
► Rhetorical theory
► Electronic theory
Hanouts page 8
Electronic Theory
• The message is transmitted as a signal (marks on paper or
sound waves) through a channel, where it
may be distorted by noise (such as smudged typing or
acoustical problems). As a last step, the
receiver (listener or reader) decodes the message.
Message
Communicator Audience
As “sender” as “receiver”

Question No: 9 ( Marks: 1 ) - Please choose one

Which one of the subjects is not the part of communication?
► Semantics (the study of word choice)
► Linguistics (the study of language)
► Rhetoric (the study of writing and speaking effectively)
► Geology
Hanouts page 1
Skilled communicators
draw on an extensive and complex body of knowledge,
including semantics (the study of word choice), linguistics
(the study of language), rhetoric (the study of writing and
speaking effectively),
Question No: 10 ( Marks: 1 ) - Please choose one
Selecting some details and omitting others is a process called:
► Abstracting
► Extracting
► Attracting
► Fascinating
Hanouts page 13
Abstracting Selecting some details and omitting others is a
process called abstracting.
Question No: 11 ( Marks: 1 ) - Please choose one
What is the main idea that you wish to communicate?
► Message
► Medium
► Context
► Feedback
Hanouts page 10
Message
• The message is the main idea that you wish to communicate; it
is of both verbal (written or spoken) symbols and nonverbal
(unspoken) symbols. First decide exactly what your message is.
Also consider the receiver of your message.

Question No: 12 ( Marks: 1 ) - Please choose one

While sending the message, you are__________
► decoder
► encoder
► decoder and encoder
► Initiator
Hanouts page 10
Sender / Encoder
• While sending a message, you are the “encoder”, the writer or
speaker, depending on whether your message is written or oral.
• express your message so that the receiver(s)
Question No: 13 ( Marks: 1 ) - Please choose one
Recommendation letter provides:
► Suggestion
► Information
► Advice
► Material information
Handouts page 125
Reserve your comments for your conclusions and
recommendations (letter report)

Question No: 14 ( Marks: 1 ) - Please choose one

When the company thinks your audience will be interested in what
you have to say or willing to cooperate, it usually opts for:
► Indirect approach
► Direct approach
► Neutral approach
► Modern approach
Hanouts page 63
Direct (Deductive) Approach
When you think that your audience will be interested in what you
have to say or willing to cooperate with
you, you can use the direct or deductive plan to organize your
message.
Question No: 15 ( Marks: 1 ) - Please choose one
Demographic changes have something to do with:
► Population
► Culture
► Environment
► Situation
Hanouts page 4
Changing demographics have contributed to change in
management styles, making effective communication central to
success in carrying out the organization’s business.

Question No: 16 ( Marks: 1 ) - Please choose one

Memo is the short form of:
► Memorandum
► Memory
► Memorial
► Momentom
Hanouts page 113
When you wish to write to someone within your own company,
you will send a memorandum. Memos are used to communicate
with other employees, may be located – whether in the same
office, in the same building, or in a branch office many miles away
Question No: 17 ( Marks: 2 )
Write a note on beginnings & endings in a letter.
When you begin your message make whether your reader will
respond favorably or unfavorably to the message. Keep main idea
or good-news in the beginning. The opening must be impressive
in a way that it captures the attention of the reader. So always
choose appropriate openings that suit the purpose of your
message.
An effective ending will motivate the reader to act as requested. If
no direct request is required, leave the reader with some
expression of regard, assurance, appreciation or willingness to
help. Always remember that closings should be strong, clear and
polite. They should leave a sense of closure and goodwill with the
receiver.
Question No: 18 ( Marks: 2 )
Explain the term artifacts.
These are objects used to convey nonverbal messages about
self-concept, image, mood, feeling or style. Eg. lipstick, clothes,
perfumes, glasses and hair pieces refelect the style or mood of
the user.
Question No: 19 ( Marks: 3 )
Make each of the following requests complete and concrete:
1. The coat you had in your window last Thursday is exactly
the style I
would like to have. Please send it to me on my credit card
account.
2. I am interested in the portable TV you advertised in
yesterday‟‟s
newspaper. Will you please tell me more about it? (The firm
advertised
one TV set in the city‟‟s morning paper and a different set in
the evening
paper).
1)
Dear Sir,
I like the coat which is in beautifying your last window last
Thursday, I like that
coat and want to make my dress. I will pay the amount through
credit card.
2.
I have seen the advertisement yesterday in daily XYZ about the
portable T.V
I want to know further details and technical specification, once it
will meet my
requirement I will definitely will not wait to keep away that portable
T.V
Question No: 20 ( Marks: 5 )
What is the role of time, space and silence in effective
communication?
Time
In effective communication time is very important it reflects the
habits of different cultures as well eg. Persons in Latin America
and the Middle East treat time more casually then do Americans,
prefer promptness. Germans are considered time precise. In Latin
American and in Buddhist cultures you may wait an hour; just
reflecting a different concept of time; arriving late is a social
accepted custom. Every nation have different concept of time.
Perceptions of time
- Is the concept of time considered linear or circular?
- What impact will time have upon business decisions?
- Is time considered valuable or an intangible asset?
Space
Space is also very important every nation use to keep space with
varying length
how do you react in Saudi Arabia when someone‟s breathe
intentionally brushes How would you react hanging onto the
outside of a bus in Pakistan? How do you react to the cold stare
of a German as your eyes invade the privacy of his or her yard?
Some cultures consider those who stand close to you as intrusive,
rude, pushy, and overbearing.
Silence
Silence is also used as feed back, although it is not much
effective but it is gives feed back to sender.
All these factors countable in effective communication. Question
No: 21 ( Marks: 10 )
What type of barriers in communication will be faced by a
foreigner in a country
he visited for the first time and how he will be able to
overcome them?
Generally, foreigner will face two types of barriers and a in a
country who is visiting first time will face them.
. Semantic Barriers
- Conversation mean
. Physical Barriers
- Psychological barriers
- Emotional barriers
- Perceptual barriers
- Barriers involving values attitudes etc
Semantic Barrier
These are the symbols the sender uses to communicate
messages both sender and receiver must have same meaning of
the message sent otherwise reciver will
translate the message in different mean
Problem in Conventions of Meaning
Denotation
A denotation is usually the dictionary definition of a word.
Denotative meanings
name objects, people or events without indicating positive or
negative qualities.
Such words as car, desk, book, house, and water convey
denotative meanings. The
receiver has a similar understanding of the thing in which the
word is
used.
Connotation
A connotation is an implication of a word or a suggestion separate
from the usual
definition. Some words have connotative meanings, that is,
qualitative judgments
and personal reactions. The word man is denotative, father,
prophet, brother are
connotative. Some words have positive connotations in some
contexts and
negative meanings in others. For example, slim girl and slim
chances.
Physical Barriers
Communication does not consist of words alone. Another set of
barriers is caused
by your own physical appearance, your audience, or the context
of the document
or the presentation. Your ideas, however good and however
skillfully imparted,
are at the mercy of various potential physical barriers.
For Speaking
Mumbling, not enunciating, speaking too quickly, noises become
of hissing
ventilation, blowing air conditioning, ringing telephones, slamming
doors etc.
Psychological Barriers
Because of the changing world, everyone has his own concept of
reality. Also,
human beings, sensory perceptions – touch, sight, hearing, smell,
and taste are
limited, and each person‟s mental filter is unique. In our daily
interaction with

others, we make various abstractions, inferences and evaluations

of the world
around us.
Emotional Barriers
One possible psychological block is emotional, you may be
emotionally block is
you are announcing a new policy you may become popular or
unpopular
Perception of Reality
The perceptual problem is that people think differently. Selecting
some details and
omitting others is a process called abstracting. On many
occasions abstracting is
necessary. However, he should be cautious about “slanted”
statements.
Differences in abstracting take place not only when persons
describe events but
also when they describe people and objects. Slanting is unfair in
factual reporting.
When presenting some particular facts, you include your own
biased ideas into it,
you make slanting statement. Try not to let personal preferences
affect your factual
reporting of information.
Perception of Reality
Conclusions made by reasoning from evidence are called
inferences. We make
assumptions and draw conclusions even though we are not able
to immediately
verify the evidence. Some inferences are both necessary and
desirable; others are
risky, even dangerous.
Necessary Inferences
It is general expectation that when we reach a foreign country, we
are sure that we
will be treated politely.
When we post a letter, we infer that it will reach its destination.
Conclusions we
make about things we have not observed directly can often be
against our wishes.
Barriers Involving Values, Attitudes etc.
Both personality and attitude are complex cognitive process.
Personality usually is
thought of as the whole person whereas attitude may makeup the
personality. The
term attitude describes people and explains their behavior. More
precisely an
attitude can be defined as a persistent tendency to feel and
behave in a particular
way towards some object.
Eg. Some people does not like night shift, so there attitude is
negative towards his
work assign.
A receiver‟s attitude toward a message can determine whether it
is accepted or
rejected. The effectiveness is influenced also by the values,
attitudes, and opinions
of the communicators. People react favorably when they receive
agreeable
message. Receivers‟ views of the information will affect their
response. This
response could be what the sender desires or just the opposite.

Occasionally people react according to their attitudes toward a

situation rather
than to the facts.
Closed Mind
There are people having rigid views on certain topics. They
maintain their rigid
views regardless of the circumstances. Such a closed minded
person is very
difficult to communicate to.
Sender‟‟s Credibility
Other factors effecting attitudes, opinions and responses
They are following
Environmental stresses, Personal problems, Sensitivity
Each and every factor is considerable.
What is buffer?
If u wants to say a bad new to an employ, for this purpose you will
use neutral
words, before telling bad new.