Question 1

Minutes of meeting are:

Accepted Answer

Minutes record what happened and decisions/actions.

Question 2

Management should handle grapevine by:

Accepted Answer

Timely official info reduces rumours and confusion.

Question 3

Before sending an email, you must:

Accepted Answer

Check To/CC/BCC and attachments; proofread.

Question 4

A good report should be:

Accepted Answer

Report must be factual and objective.

Question 5

Which communication barrier occurs when a message is deliberately distorted to achieve personal goals?

Accepted Answer

D) Filtering

Question 6

Best first line in a professional email is:

Accepted Answer

Start with clear purpose in professional tone.

Question 7

Paralanguage includes:

Accepted Answer

Paralanguage is how we speak.

Question 8

A complaint letter should be:

Accepted Answer

Professional complaints use facts and polite tone.

Question 9

A short report usually contains:

Accepted Answer

Short report is brief and structured.

Question 10

What is the primary purpose of an executive summary in a business report?

Accepted Answer

C) To summarise the reports key points

Question 11

Which improves writing quality?

Accepted Answer

Structure and proofreading reduce errors.

Question 12

What is the primary purpose of a business presentation?

Accepted Answer

B) To convey information and persuade the audience

Question 13

Which type of communication is characterised by a one-way flow of information from sender to receiver?

Accepted Answer

D) Mass communication

Question 14

Agenda is:

Accepted Answer

Agenda lists topics in order.

Question 15

Downward communication flows from:

Accepted Answer

Downward is top-to-bottom: orders and instructions.

Question 16

An informational report generally contains:

Accepted Answer

Informational report presents facts without analysis.

Question 17

In minutes, language should be:

Accepted Answer

Minutes are factual record written formally.

Question 18

Full block letter format means:

Accepted Answer

Full block aligns everything to left.

Question 19

A report is mainly a:

Accepted Answer

Report is structured document with findings and recommendations.

Question 20

Proxemics is related to:

Accepted Answer

Proxemics is use of personal space.

Question 21

What is quotation letter?

Accepted Answer

Quotation letter provides price and terms of supply in response to inquiry.

Question 22

What is downward communication?

Accepted Answer

Downward communication flows from higher level to lower level and includes orders and instructions.

Question 23

What is ethnocentrism?

Accepted Answer

Ethnocentrism is believing one’s own culture is superior and judging others by it.

Question 24

State one principle of business correspondence.

Accepted Answer

Clarity is a principle of good business correspondence.

Question 25

What is an analytical report?

Accepted Answer

An analytical report includes analysis of findings and gives recommendations.

Question 26

State one interview etiquette rule.

Accepted Answer

Be punctual and dress professionally.

Question 27

Define netiquette.

Accepted Answer

Netiquette is etiquette/rules for polite and professional online communication.

Question 28

What is feedback?

Accepted Answer

Feedback is the receiver’s response that confirms understanding of the message.

Question 29

Who is a chairperson?

Accepted Answer

Chairperson is the person who conducts the meeting and maintains discipline.

Question 30

What is encoding?

Accepted Answer

Encoding is converting ideas into words, symbols or signals.

Question 31

Write any three do’s for group discussion.

Accepted Answer

Listen to others, speak logically with examples, stay on topic, be polite and allow others to speak (any three).

Question 32

Write any three ways to improve non-verbal communication.

Accepted Answer

Maintain open posture and appropriate eye contact, use polite tone and controlled gestures, respect personal space and be punctual. Dress professionally and match non-verbal cues with words.

Question 33

Differentiate between high-context and low-context communication (any three points).

Accepted Answer

High-context relies on implicit meaning and relationships; low-context uses direct explicit words. High-context is common in relationship-based cultures; low-context is common in rule-based cultures. High-context needs context reading; low-context needs clear written details.

Question 34

Write any three don’ts for report writing.

Accepted Answer

Avoid emotional/biased words, avoid irrelevant details, avoid unverified information and avoid poor structure (any three).

Question 35

Explain downward communication and its uses (any three points).

Accepted Answer

Downward communication flows from superiors to subordinates. It is used to give instructions, explain policies and assign duties. It also provides feedback on performance and helps control activities.

Question 36

Explain grapevine communication: patterns, merits, demerits and control.

Accepted Answer

Grapevine is an informal network of communication that spreads information quickly within an organisation. It often becomes active when formal information is delayed or incomplete.

Patterns of grapevine:
- Single strand chain
- Gossip chain
- Probability chain
- Cluster chain (most common)

Merits:
- very fast and flexible
- fills information gaps
- helps management sense employee reactions

Demerits:
- may spread rumours and distort facts
- can create confusion and fear
- difficult to control

Management should not ignore grapevine. Best control is to provide timely accurate information through formal channels and clarify rumours quickly.

Question 37

Explain how to manage workplace conflicts and give feedback respectfully.

Accepted Answer

To handle workplace conflicts and give feedback respectfully:

1) Address the issue early and privately.
2) Focus on facts/behaviour, not personality.
3) Use respectful language and “I” statements (I observed…, I feel…).
4) Listen to the other person and clarify misunderstandings.
5) Suggest solutions and agree on next steps.
6) Document important outcomes if required.

Constructive feedback should be specific, balanced and actionable. This reduces conflict and improves teamwork.

Question 38

Explain limitations of non-verbal communication and how to reduce them.

Accepted Answer

Limitations of non-verbal communication:

1) Misinterpretation: same gesture may have different meaning to different people.
2) Culture-specific meanings: eye contact, gestures and distance vary by culture.
3) Not suitable for complex/technical details; cannot replace written record.
4) Difficult to document as evidence.
5) Non-verbal may contradict verbal message causing confusion.
6) Personal bias: receiver may judge incorrectly based on appearance.

How to reduce limitations:
- match non-verbal cues with words
- observe context and cultural differences
- use clear verbal/written communication for important messages
- maintain professionalism in appearance and behaviour.

Question 39

Explain listening and active listening techniques with benefits.

Accepted Answer

Listening is an active process of receiving, understanding, evaluating and responding to a message. It is different from hearing because hearing is only physical reception of sound, while listening involves attention and interpretation.

Active listening techniques:
1) Pay full attention and avoid distractions.
2) Do not interrupt; allow the speaker to complete.
3) Ask clarifying questions to remove doubt.
4) Paraphrase/summarise the message to confirm understanding.
5) Provide feedback (verbal/non-verbal) and show empathy.

Benefits:
- reduces misunderstandings and errors
- improves relationships and trust
- helps negotiation and conflict resolution
- increases productivity and coordination

Thus good listening is a key skill for effective business communication.

Question 40

Explain resume writing guidelines and important sections.

Accepted Answer

Resume writing guidelines:

1) Keep resume clear, concise (1–2 pages) and job-focused.
2) Use proper structure: header, objective/summary, education, skills, internship/projects, achievements.
3) Use bullet points and action verbs (assisted, prepared, analysed).
4) Highlight relevant skills and measurable achievements.
5) Maintain consistent formatting and spacing.
6) Use professional email id and correct contact details.
7) Proofread for grammar and spelling; avoid errors.
8) Do not include false information or irrelevant personal details.

A good resume creates strong first impression and increases interview chances.

Business Communication — Question Paper

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