Business Communication Quiz - 33 (Effective Communication Techniques)

1. When conflicts focus on faultfinding and fixing blame, they can cause frustration and stress.However, a great deal depends on how the conflict is handled. Which of the following steps in conflict resolution should be implemented first?
[A]Check to see that everyone’s information is correct
[B]Make sure the people involved really disagree
[C]Discover the needs each person is trying to meet
[D]Repair bad feelings



2. Interview is primarily undertaken to accomplish a specific purpose, perhaps to obtain or provideinformation, to solve a problem, or to persuade someone to undertake some action. The style and structure of an interview depend on its purpose and on the relationship between the two parties involved. Which of the following kinds of interview has the most chance of being led into rambling conversation?
[A]Group interview
[B]Stress interview
[C]Open-ended interview
[D]Situational interview



3. Groups form to accomplish some objective. The objective may be to complete some kind of task or it may be to strengthen interpersonal relationships between the group members. Which of the following factors in group communication, aims at achieving task goals, while at the same time maintaining interpersonal relationships in the group?
[A]Size of the group
[B]Leadership
[C]Perception and self-concept
[D]Longevity



4. The success of a meeting depends on the ability of each individual member of a group tocommunicate with the rest of the group as a whole. The best way to handle an emotional reaction in a business setting is to
[A]Focus on your argument and ignore the emotional elements
[B]Repeat yourself in hope that this will help diffuse emotions
[C]Express understanding
[D]Give in and agree with the other person's viewpoint



5. Communication among the members of a groupleads to group decisions. If these decisions are to beeffective, a group’s members must be able to communicate freely and openly with all the other members of the group. If communication fails that may lead to conflict. What should the leader of a meeting do if a discussion lags?
[A]Call on those who have not been heard
[B]Introduce topics that are not on the meeting agenda
[C]End the meeting
[D]Ask the more talkative people to contribute more to the discussion



6. Padmini was asked to prepare a six minute speech to inform, for presenting before her sociologyclass the following week. She followed carefully the advice she had been given on preparing speech content. She analyzed the audience, gathered material. Inspite of her preparation, her audience did not respond with interest or enthusiasm. One listener remarked, “Padmini, you did not seem to be interested in what you were saying, I had a hard time forcing myself to listen.” Which of the following factors Padmini did not take care of?
[A]She did not put enough effort on putting attractive language
[B]She did not align her nonverbal communication
[C]She did not meet the emotional needs of the audience
[D]She did not analyze the audience properly



7. A solicited application letter usually opens
[A]By mentioning the name of a person known to and highly respected by the reader
[B]By showing how your work skills could benefit the organization
[C]By describing your understanding of the job's requirements and telling how your qualifications fit the job
[D]By identifying the publication in which the ad ran and describing what you have to offer



8. As in other persuasive letters, the primary purpose of a collection letter is to get action - in this case, payment. A secondary goal is to maintain a customer’s goodwill. The following sentence “Keep your part of the agreement.” “Send your check today”, is used in which of the stages of the collection series?
[A]Reminder
[B]Appeal
[C]Repeal
[D]Inquiry



9. A claim letter is a request for an adjustment. When writers ask for something to which they think they are entitled (such as a refund, replacement, exchange, or payment for damages), the letter is called the claim letter. What kind of communication channel is better for making a claim?
[A]A phone call
[B]A personal visit to the organization to which you are making the claim
[C]An e-mail
[D]A letter



10. Which of the following communication strategy would be best for a message to your employeesannouncing an extra paid holiday?
[A]Direct with reasons for the decision
[B]Direct
[C]Indirect with reasons for the decision
[D]Indirect



11. When a topic is divided into parts, one part will be recognized as a central idea and the others asminor ideas. The process of identifying these ideas and arranging them in the right sequence is known as outlining or organizing. The concept of “everything in the paragraph belonging together because every part concerns every other part” is referred to as
[A]Repetition
[B]Unity
[C]Adaptation
[D]Rhetorical phrases



12. Business correspondence is one of the most common forms of communication. So common thatpeople often neglect to write letters carefully, and as a result, inadvertently antagonize customers, business partners, and potential clients. How can one write an “effective” business letter?
[A]By conveying the subject to the intended audience in most concise way
[B]By conveying the subject to the intended audience in most emotional way
[C]By conveying the subject to the intended audience in such a way that the writer’s purpose is achieved
[D]By conveying the subject to the intended audience in a most economical way



13. Readers find ideas more interesting and appealing if they are expressed from the reader’s point of view. A letter reflecting a “you” attitude indicates sincere concern for the reader’s needs and interests. Which of the following questions does not concentrate on cultivating you attitude?
[A]Does the message address the reader’s major needs and concerns?
[B]Is the information stated as truthfully and ethically as possible?
[C]Will the sender perceive the ideas to be fair and logical?
[D]Are the ideas expressed clearly and concisely?



14. When we hear, we only perceive sounds, but when we listen, this hearing is accompanied by adeliberate and purposeful act of the mind. While listening, if we think, we must defend our position; we already know what others have to say and how we arecoming through? Which of the following barriers are we encountering?
[A]Selective perception
[B]Prejudice
[C]Preoccupation
[D]Egocentrism



15. Communication is the process of transferring meanings. It is essential for the functioning of anorganization. Communication in the organization is divided into three types, upward, down ward and horizontal. Formal methods for channeling information upward include
I. Group meetings
II. Interviews with employees who are leaving the company
III. Formal procedures for resolving grievances
IV. Management by Wandering Around
[A]Both (I) and (II) above
[B]Both (II) and (III)above
[C]Both (III) and (IV) above
[D](I), (II) and (III) above