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Model Question Paper Business Communication & Soft Skills (SMB102

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• • 1. Answer all 100 questions. Each question carries one mark.

Which of the following information should not be included in the education section of a résumé? (a) (b) (c) (d) (e) he list of technical schools attended including location and dates of attendance he ma!or area of stud" of the a##licant $ro!ects undertaken that show an abilit" to work with others% and writing or s#eaking acti&ities' #ublications' and roles in academic or #rofessional organi(ations he details of marks obtained b" the a##licant in his res#ecti&e areas of stud" he degree awarded. *an "ou tell us about "ourself? Are "ou a nati&e of +ihar? Are "ou familiar with our #olic" on absenteeism? ,id "ou see the -.o /moking0 sign in the cafeteria? ,o "ou ha&e an" knowledge of our com#an"?

2.

Which of the following is an o#en)ended question with regard to an inter&iew? (a) (b) (c) (d) (e)

3.

he te1t of a re#ort follows the structure #o#ular in oral #resentations. - ell them what "ou told them0 im#lies which of the following #arts of the structure? 2. 2ntroduction. 22. +od" of the re#ort. 222. /ummar"' conclusions and recommendations. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (22) abo&e 3nl" (222) abo&e +oth (2) and (22) abo&e All (2)' (22) and (222) abo&e. 2nformational 4unctional 4ormal $eriodic 5lossar".

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he following are e1am#les of classification of re#orts' e!cept (a) (b) (c) (d) (e)

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6isual aids are used to 2. /trengthen the material b" clarif"ing' sim#lif"ing' or em#hasi(ing it. 22. *on&e" information ob!ecti&el" from one organi(ational area to another. 222. Attract the reader0s attention for a s#ecific #ur#ose. (a) (b) (c) (d) (e) 3nl" (2) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e. 7efund 7e#lacement E1change $lacing future orders $a"ment for damages.

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A claim letter is written when there is a request for all the following situations' e!cept for (a) (b) (c) (d) (e)

$age 1 of 2"

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Which of the following acti&ities must be undertaken b" all #ros#ecti&e !ob a##licants to identif" their strengths' interests and achie&ements and find read" answers to questions asked during an em#lo"ment inter&iew? (a) (b) (c) (d) (e) 8ob anal"sis *areer #lanning /elf)anal"sis *areer anal"sis 8ob e&aluation.

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.egotiation tactics hinge on the &ariables' some of which are conceded b" one #art" and some b" the other #art". 6ariables that are traded are referred to as (a) (b) (c) (d) (e) *onclusions 7ecessions *ontortions *oncessions *onfessions. 2t is useful for #eo#le who are !ust entering the !ob market 2t is the traditional and the most common kind of résumé 2t is organi(ed around a series of skills and accom#lishments Em#lo"ment and academic e1#erience are included in the subordinate sections he focus is on indi&idual areas of com#etence. $ostscri#t Abstract able of contents 5lossar" A##endi1.

&.

Which of the following is not true regarding a functional résumé? (a) (b) (c) (d) (e)

10.

he following are the elements of a re#ort' e!cept (a) (b) (c) (d) (e)

11. 2n re#orts' the most commonl" used &isual aids are tables' bar charts' line charts' #ie charts' ma#s' flowcharts' diagrams' and #hotogra#hs. Which of the following is9are true regarding tables? 2. 22. 222. (a) (b) (c) (d) (e) he" are used to #resent detailed numerical information. he" are ideal when the audience need the facts. he" de#ict changes in quantitati&e data o&er time and illustrate trends. 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e.

12. :anish attended a soft)skills training class but could not hear the lecture #ro#erl"' as there was a lot of disturbance in the ad!acent hall' where a marriage was being #erformed with full blast of trum#et)blow. Which of the following are the barriers to listening that disturbed :anish? (a) (b) (c) (d) (e) ,istracting sounds $oor acoustics ;ncomfortable seating arrangements Egocentrism :essage o&erload.

13. *hitra com#leted her :+A in <00= from >arnataka ;ni&ersit". /he com#leted her graduation in 8une <001. /he has to furnish this information in which of the following sections of a résumé? (a) (b) (c) (d) (e) $ersonal data Education ?onors /kills summar" Achie&ements.

$age 2 of 2"

22. 222.efining the #roblem and the #ur#ose. Which of the following statements is9are not true regarding 5antt chart? 2. 2t is a hori(ontal bar chart. Anal"(ing and inter#reting data' drawing conclusions and de&elo#ing recommendations. 2t gra#hicall" dis#la"s time relationshi#s. Which of the following statements is not true regarding the guidelines for writing ideas and suggestions memo? $age 3 of 2" . (a) (b) (c) (d) (e) . 1". he following are the guidelines to be followed for #re#aring a -request memo0 in order to moti&ate the reader to take the desired action' e!cept (a) (b) (c) (d) (e) he reasons for the request should be #resented 4inancial costs in&ol&ed' should be e1#lained 2f the memo is #ersuasi&el" written' it should be eas" for the reader to sa" -"es0 4eedback on an" misunderstood or unclear #oints should be encouraged hroughout the memo' tact and di#lomac" should be maintained. 26. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e All (2)' (22) and (222) abo&e. Which of the following are the ste#s of a re#ort? 2.isci#linar" inter&iews $ersuasi&e inter&iews *ounseling inter&iews $erformance a##raisal inter&iews Em#lo"ment inter&iews. Although there is great &ariet" in the sub!ect matter' needs of the audience' and t"#es of re#orts' there are a few ste#s that la" the foundation of a re#ort. Write directl" @ the manager would not ha&e asked for ideas unless he thought the writer had something to offer +egin with #ositi&e comments and then tactfull" #resent suggestions 5rou# ideas according to the sub!ect and use headings to highlight them +e s#ecific and do not stra" off the #oint . 1%. 2dentif"ing and organi(ing the issues for in&estigation.egotiation is essentiall" a communication #rocess between two #arties and its success' to a great e1tent' de#ends on how well the two #arties can build bridges of (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) $riorit" 7a##ort 5oal 2deals 7elationshi#. 1$. 1#. . 1&. 22. Which of the following inter&iews #rimaril" seek to induce somebod" to ado#t a new idea' #roduct or ser&ice and are generall" associated with selling? (a) (b) (c) (d) (e) . he length of the bars de#icts the quantities the" re#resent. *onducting research. +oth (2) and (22) abo&e +oth (2) and (222) abo&e +oth (2) and (26) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e.1 . 222.esign as a fill)in form on which data can be entered quickl".

(a) (b) (c) (d) (e) his is a logical inter#retation of what the facts in the re#ort mean. Which of the following statements is9are true regarding -conclusion0? 2. . $ersonal title of the recei&er $rofessional title of the recei&er he name of the recei&er he name of the recei&er0s com#an" he name of the sender. his suggests what ought to be done about the facts. At the end of a re#ort' Aconclusions and9or recommendationsB should be made based on the e&idence that has amassed o&er the course of an in&estigation. Which of the following is not true with regard to the heading and date of a standard letter? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) he heading contains the message he date is t"#ed two to si1 lines below the last line of the letterhead he month should be s#elled out but not abbre&iated 2t is better to a&oid #utting the date in numerals 2f the letter is written on blank #a#er' the writer0s address must come immediatel" abo&e the date. he central selling #oint is introduced in the first or the second #aragra#h and stressed in the #aragra#hs that follow. 3nl" (2) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e.ate o 4rom /ub!ect (a) (b) (c) (d) (e) At the meeting last . A well organi(ed memo A &ague memo A clear memo A word" memo An ambiguous memo.20. Which of the following statements is9are true regarding the organi(ation of information in well)written a##lication letters? 2. $age of 2" . 22. his is ina##ro#riate in a re#ort when "ou are not e1#ected to su##l" it. 2".egotiation can be handled in different wa"s and its outcome de#ends on the t"#e of a##roach. 21. A win)lose a##roach to negotiation is marked b" which of the following? (a) (b) (c) (d) (e) /a&ager" ?armon" *om#etiti&eness Ca(iness . . 23. *ould "ou send me a co#"? hanks.iscord. 22. . (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e. All the following are included in the -inside address0 of a standard letter' e!cept 22. 2t is best to limit the a##lication letter to one #age and to four or fi&e #aragra#hs. 222. *onsider the following e1am#le and identif" the categor" it belongs to from the o#tions gi&en.ecember' "ou mentioned about em#lo"ee turno&er. 222.o&ember 1' <000 >artheek >a#oor /uresh /anda Em#lo"ee turno&er data 2 . A##lication letter alwa"s focuses on a central selling #oint.

he outcome of a negotiation de#ends on the a##roach. Which of the following items of checklist comes under the closing #aragra#h of an a##lication letter? $age " of 2" . he work e1#erience section #ro&ides information about one0s em#lo"ment histor". 2&. Which of the following forms of listening in&ol&es !udging the clarit"' accurac" and reliabilit" of the e&idence that is #resented' and being alert to the effects of emotional a##eals? (a) (b) (c) (d) (e) 31.2#. following are the different a##roaches to negotiation' e!cept (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) +argaining orientation *om#romise Cose)lose orientation Win)win orientation :ani#ulation. he following information should be included in this section' e!cept (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) he title of the !ob' including its ma!or res#onsibilities he inclusi&e dates of em#lo"ment for the !ob he name of the em#lo"er and the location of the !ob /ignificant accom#lishments on the !ob he im#ortant !ob skills acquired. Acti&e listening *ritical listening *om#rehensi&e listening . $resenting "our ke" qualifications for the !ob' highlighting what is on "our résumé D !ob)related education and training% rele&ant work e1#erience% and related acti&ities' interests' and qualities Ado#ting a mature and businesslike tone When res#onding to a !ob ad&ertisement' identif" the #ublication in which it a##eared and briefl" describe how an a##licant meets each requirement stated therein 7equesting a screening inter&iew with the nearest regional re#resentati&e' if the com#an" headquarters is some distance awa" Cinking "our education' e1#erience' and #ersonal qualities to the !ob requirements. $ictograms $ie charts Cine charts 4lowcharts +ar charts. . Authori(ation *onclusion /ummar" 7ecommendation 7e&iew.egotiation can be handled in different wa"s. A re#ort can end in all the following wa"s' e!cept with a9an 2%. Which of the following &isual aids can be more dramatic than being meaningful? 30. Which of the following is true regarding the sim#lified block letter format? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) All lines in this format begin at the right margin /alutation is #laced abo&e the signature block he sub!ect line is #laced a double s#ace abo&e the inside address and a double s#ace below the bod" /alutation and com#limentar" close are included All lines begin at the left margin. he 2$. 32.istincti&e listening $assi&e listening.

222. >a#oor are carefull" structured. here are different a##roaches to manage a conflict. >a#oor #re#are? (a) (b) (c) (d) (e) 4ormal re#ort 2nformal re#ort Anal"tical re#ort 2nformation re#ort $ro#osal re#ort. 22. Which of the following does not relate to the last #aragra#h of writing to #ersuade? $age # of 2" . $ara#hrase the te1t of the &isual aid% do not read it word for word. Which of the following are the guidelines for using a &isual aid? 2. 6.ifferent #eo#le res#ond in different wa"s when faced with a conflict. 4rom a #urel" #ractical stand#oint' a &isual aid is con&enient for a s#eaker' who can use it as a tool for remembering the details of a message. 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (222) and (26) abo&e (2)' (22) and (222) abo&e (22)' (222) and (26) abo&e. Cimit each &isual aid to one idea. 26.irectors the frequenc" of multi#le accidents re#orted at three #lants o&er a "ear. he re#orts #re#ared b" :r. 2t is coo#erati&e in nature. :ention the s#ecific action "ou want 7efer to the reward for taking action 4ocus on a central selling feature $resent action as being eas" to take $ro&ide a stimulus for quick action. (a) (b) (c) (d) (e) 3$. 2llustrate onl" the main #oints' not the entire #resentation.33. 3#. Which of the following statements is9are not true regarding the com#romising a##roach? 2. 3%. +oth (2) and (22) abo&e +oth (22) and (222) abo&e +oth (2) and (26) abo&e +oth (2) and (6) abo&e All (2)' (22)' (222)' (26) and (6) abo&e. Which of the following t"#es of re#orts does :r. (a) (b) (c) (d) (e) 3 . Which of the following does not relate to the written channel? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) Cetters 7e#orts :emos /#eech +rochures. 2t generates ill)will that is un#leasant. 222. :r. 2t focuses on satisf"ing both #arties to the greatest degree. 2t focuses awa" from the conflict altogether. Allow the audience' time to read a &isual aid before #ro&iding an e1#lanation. . Which of the following bar charts can he use to re#resent the abo&e data? (a) (b) (c) (d) (e) /im#le bar chart 5antt chart :ulti)range bar chart /tacked bar chart /ingle)range bar chart. o #h"sicall" transmit "our message' "ou select a communication channel and a medium. 7a!' the *hairman of $awan *hemicals' wanted to con&e" to the +oard of . 3". ?e mentions e&er" detail that is required and writes in st"le eliminating #ersonal #ronouns. 22. +e sure that all members of the audience can see the &isual aids. 26.

Which of the following is9are true regarding counseling inter&iews? 2. he ne1t ste# is to write a letter of a##lication. 222. takes #lace through which of the following? 2. Well)written a##lication letters ha&e &arious qualities. :r. When >rishnan consulted him on this issue' he immediatel" agreed on the #lan of action. (a) (b) (c) (d) (e) he" seek to determine whether a #articular a##licant is suitable for the !ob. /#eaking. 2. 7a!esh has identified the #osition for which he would like to a##l" and #re#ared an effecti&e résumé. he" #ro&ide !ob)related feedback to em#lo"ees. 222. *ommunication is essential for the functioning of an organi(ation. 0. he" in&ol&e #ersonal and emotional issues.' #romised to #ro&ide sales co&erage to si1 additional cities a#art from the ones he was co&ering' if his 5eneral :anager' 7aghu' su##orted him with three more sales #eo#le. 22. >rishnan' the sales manager of . 26. +usiness inter&iews are di&ided into &arious categories. 26. (a) (b) (c) (d) (e) 5estures. Writing. 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (22) and (222) abo&e (2)' (222) and (26) abo&e (22)' (222) and (26) abo&e. $age $ of 2" . 1. 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (2) and (6) abo&e +oth (222) and (26) abo&e All (2)' (22)' (222)' (26) and (6) abo&e. 22. Which of the following memos can be used b" 7aghu to su##ort this agreement? (a) (b) (c) (d) (e) 7equest memo *onfirmation memo $eriodic re#ort memo 2deas and suggestions memo 2nformal stud" results memo. he qualit" of e1#laining what "ou can do for the reader' relates to (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) ?a&ing knowledge of em#lo"er0s acti&ities 3rgani(ing the letter in a #ro#er wa" aking care of the -mechanics0 ?a&ing the -Eou0 attitude $ro&iding reader)benefit information. Which of the following is not a fa&orable qualit" of a well)written a##lication letter? (a) (b) (c) (d) (e) 4ocusing on the reader r"ing to address to the title of the #erson Cimiting the length of a##lication letter /howing awareness and knowledge of !ob requirements 4ocusing on the central #oint of the letter. Which of the following to#ics is generall" not co&ered in the introduction of a re#ort? . he" #ro&ide guidance and assistance to em#lo"ees. 6. Authori(ation $roblem +ackground 7ecommendations 3rgani(ation of the re#ort. Cistening. his communication' internal and e1ternal 3. E1#ressions.3&.ewtrons Ctd.

Writers normall" follow the norms of a standard letter to write a letter im#ressi&el". Cong)term a##roach seeks good relationshi#. &.on&erbal cues are es#eciall" im#ortant for con&e"ing feelings he #ower of non&erbal communication lies in its reliabilit" 2f a #erson sa"s one thing but transmits a conflicting message non&erball"' we almost in&ariabl" belie&e the non&erbal signal Eou can !ust #ick u# a book on non&erbal language and master the &ocabular" of gestures that are common in a #articular culture o a great degree' an indi&idual0s credibilit" as a communicator de#ends on non&erbal messages. 7aina' for the #rom#t #a"ment of the billB is an e1am#le of which of the following #arts of a standard letter? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) *om#limentar" close /alute o#ening +od" ?eading 2nside address. Which of the following is9are true regarding the introductor" #aragra#h of a letter con&e"ing un#leasant news? 2. A hank "ou' :r. Which of the statements is not true about the credit refusal for a #roduct ordered? $. :utual gain is &iewed as attainable. 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (222) and (26) abo&e (2)' (22) and (222) abo&e (22)' (222) and (26) abo&e. 2t should build a transition into the discussion of reasons along with re&ealing the un#leasant news. 26. 2t should be neutral' rele&ant and succinct leading to the un#leasant news. (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) 2. Which of the following is9are the characteristic(s) of -win)win0 negotiating st"le? $age % of 2" . . 2t should not be misleading.". 222. $arties acce#t the other #erson0s &iew grudgingl". +usiness #eo#le tend to #refer oral communication channels to written ones 3ral communication is relati&el" eas" and efficient than written communication 2t is generall" quicker and more con&enient to talk to somebod" than to write a memo or letter 4or ma1imum im#act' business #eo#le should use onl" oral channels 2n oral communication' "ou can #ick u# added meaning from non&erbal cues and benefit from immediate feedback. #. 22. 22. 3nl" task issues are considered. ?owe&er' some start the o#ening in a different wa". Which of the following statements is not true regarding non&erbal communication? "0. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e All (2)' (22) and (222) abo&e. Which of the following statements is not true regarding oral communication? %. 222. 2t might cause credit a##licants to #refer the brand' and ma" e&en make them feel like bu"ing it on cash basis 2t suggests that the writer is tr"ing to be hel#ful 2t makes the writing sim#le because negati&e thoughts are eas" to de)em#hasi(e when cushioned with resale material 2t can confirm the credit a##licant0s !udgment in choosing the merchandise' thus making an indirect com#liment 4igures should follow the statement of refusal.

6. 5oleman and *ar" *herniss ha&e de&elo#ed certain guidelines for conducting training #rograms for de&elo#ing emotional intelligence in an organi(ation. /tress occurs when the bod" #erforms acti&ities outside its ca#abilities or when a #erson faces e1traordinar" demand."1. 22. $re#aring a list of acti&ities. . 26. A 8a#anese term used to describe minor changes and inno&ations in o#erations to bring about an im#ro&ement in the #rocess is termed as (a) (b) (c) (d) (e) 2ntra#reneurshi# >ai(en E1no&ation *reati&e training *reati&e o&erloading. "3. ?e takes too much time to re#l" to mails and do other minor !obs. 3rgani(ing means #utting things in order. /tress can be #ositi&e or negati&e. ?owe&er' this obsession often results in wastage of time and in missing deadlines. 2dentif"ing the ob!ecti&e. (2)' (22)' (222)' (26)' (6) (22)' (26)' (6)' (2)' (222) (26)' (222)' (22)' (2)' (6) (6)' (2)' (26)' (22)' (222) (6)' (26)' (2)' (22)' (222). Which of the following t"#es of time abusers relates to :r. Which of the following is not a factor that influences the ethical beha&ior of a manager? (a) (b) (c) (d) (e) 2. 6i&ek0s obsession? (a) (b) (c) (d) (e) Ees man he anal"(er $eo#le #leaser he #reem#ti&e $roacti&e. " . . hese guidelines are grou#ed into &arious stages. (a) (b) (c) (d) (e) *om#an" mission 2ndi&idual characteristics /tructural &ariables 3rgani(ational culture 2ssue intensit". Arrange the following ste#s in&ol&ed in organi(ing in the right order. "#. :r.i&iding into units. 2n which of the following stages is the su##ort and guidance of colleagues' su#eriors and the management critical? (a) (b) (c) (d) (e) E1#loring raining E&aluation A##lication $re#aration. 222. "2. Which of the following is called as #ositi&e stress? (a) (b) (c) (d) (e) . $age & of 2" .elegating work.istress 2nternal stress Eustress E1ternal stress 8ob stress. *oordination. "". 6i&ek is alwa"s obsessed with #roducing qualit" work.

Abilit" to re#eat the mistakes Abilit" to treat e&er"one with res#ect Abilit" to resol&e conflicts in time Abilit" to manage beha&ior in #ersonal interactions Abilit" to get along with others. #1. Cack of organi(ational skills. he model e1#lains the le&els of stress. $lanning is the first acti&it" that an" manager needs to undertake. 3nl" (2) abo&e +oth (2) and (222) abo&e +oth (22) and (26) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e. 222. aking a wide)angle &iew of future e&ents and scheduling them /elf)management :onitoring the use of time $lanning and #rioriti(ing acti&ities on a dail" basis 2dentif"ing the &arious demands #laced on a manager. Aromathera#". 7ole conflicts. 2n which of the following thera#ies' essential oils are used in the treatment #rocess? 2."$. 22. 22. 22. (a) (b) (c) (d) (e) he model e1#lains the #henomenon of stress. "%. he model e1#lains s"m#toms of unmanaged stress. 26. (a) (b) (c) (d) (e) :assage thera#".utrition thera#". ?olistic thera#ies allow the bod" to heal naturall". (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) 2. . ?ens /el"e' de&elo#ed a model called the 5eneral Ada#ti&e /"ndrome model. Which of the following is not an aim of #lanning? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) o achie&e the ob!ecti&es of the organi(ation o moti&ate em#lo"ees to attain high ob!ecti&es o allocate the right task to the right #erson o ser&e as a "ardstick to measure the attainment of goals o maintain uniformit" in the teamwork. $age 10 of 2" . he model e1#lains the strategies to fight stress. 3nl" (2) abo&e +oth (2) and (222) abo&e +oth (22) and (26) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e. Which of the following is9are the factors creating !ob stress? #0. 26. . 222. Which of the following is9are not true regarding this model? 2. 26. hese thera#ies ha&e no side effects and are reliable. 222. According to /te#hen *o&e"' the first #hase of time #lanning in&ol&es #2. 3nl" (2) abo&e 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (22) and (222) abo&e +oth (222) and (26) abo&e.ifficult clients. $ersonal inadequac". 7efle1olog". Which of the following qualities is not essential for an em#lo"ee with good inter#ersonal skills? "&.

6ision 2nfos"stems is facing tough com#etition in networking business. ##. 6.#3. Which of the following is not a ste# in the #rocess of re&erse brainstorming? (a) (b) (c) (d) (e) $artici#ants start b" deconstructing the ideas and contradicting the solution A #roblem statement is #re#ared 4ind a new solution 4ind the &arious drawbacks or #itfalls in the solution he a##ro#riate solution is e1#lained to the grou#. #$. 22. #%. +oth (2) and (22) abo&e +oth (22) and (222) abo&e +oth (222) and (26) abo&e (2)' (22) and (26) abo&e All (2)' (22)' (222) and (26) abo&e. 22. 26. he com#an" deri&es a solution and &iews it from the com#etitor0s #oint of &iew. here are two t"#es of #eo#le handling conflict. 3nl" (2) abo&e +oth (22) and (6) abo&e (22)' (26) and (6) abo&e (2)' (222)' (26) and (6) abo&e All (2)' (22)' (222)' (26) and (6) abo&e. 26. 2n this regard' which of the following is9are the essential inter#ersonal com#etencies to be #rocessed b" a manager? 2. 2ncreases communication barriers. 2t #ro&ides a standard wa" to measure an outcome. :oti&ation. A manager asks his subordinate' -5et this re#ort finished b" e&ening0' the subordinate re#lies -Wh" are "ou telling me to do this now? . (a) (b) (c) (d) (e) /elf)awareness. 2t #ro&ides regular feedback on the #erformance. 222. *onflict is a realit" in organi(ation.on0t "ou know that 2 am bus"?0 his is an e1am#le of (a) (b) (c) (d) (e) *rossed transaction /u#erior transaction *om#lementar" transaction $arallel transaction . Each #erson e1hibits three distinct ego states @ #arent' adult and child. # . he" want to im#lement re&erse brainstorming technique to generate creati&e ideas. Acknowledging his9her own interest. 222. :anagers should set goals in such a wa" that there is enough time left to take care of de&iations if an". :anagers need to ha&e good inter#ersonal skills if the" are to be successful. Which of the following t"#es of #eo#le tr" to bring successful resolution to a conflict and act rationall"? (a) (b) (c) (d) (e) $eacekee#er :ediator $eacemaker :oderator :iddlemen. (a) (b) (c) (d) (e) he managers feel less res#onsible and accountable. 2t im#ro&es #roducti&it". *ommunication skills. #".lterior transaction. $age 11 of 2" . Which of the following is9are the ad&antages to managers with regard to goal setting? 2. Ego state of a #erson can be understood and anal"(ed through all the following' e!cept (a) (b) (c) (d) (e) Words 6oices 5estures 3utlook $rofession.

(a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e All (2)' (22) and (222) abo&e. Which of the following ego states is9are the logical thinking side of a #ersonalit"? 2. 2t has the abilit" to deal with changing situations. $2. 22. 22. here are &arious ste#s to #re&ent crisis. Which of the following is the second ste# used b" an organi(ation to #re&ent crisis? (a) (b) (c) (d) (e) $lanning for a crisis 7esol&ing crisis ?a&ing a written #lan 4ormulating strategies for dealing with crisis Establishing clear chains of command. Which of the following is9are the characteristic(s) of #ersonal com#etence? 2. $arent. $rocrastination at work or in making decisions ma" result in a lot of time being sa&ed for managers. 26. $0. $rocrastination must be done to a&oid an" crisis. 222. 2nternal time)wasters are internal situations that result in time wastage. 2t hel#s to manage our own moods and emotions. $age 12 of 2" . $3. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e. (a) (b) (c) (d) (e) $1.#&. 22. *hild. $ersonal com#etence includes awareness of the self and social com#etence includes social awareness and management of relationshi#s. 2nternal time)wastage is the result of #rocrastination. $rocrastination means #ost#oning or a&oiding to take im#ortant decisions or tasks because the" are difficult. Which of the following statements is9are true regarding #rocrastination? 2. Adult. 2t includes awareness of one0s strengths and weakness. Which of the following is not a characteristic of change agents? (a) (b) (c) (d) (e) he" are able to create an atmos#here which is conduci&e for change he" are ade#t at all the rational and emotional as#ects of change he" are o#en to criticism and often look for o#inion about their ideas he" ha&e talent to #ersuade others to acce#t their ideas he" are able to discard new ideas easil" and ado#t old ideas when the situation demands. 3nl" (2) abo&e 3nl" (26) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e All (2)' (22)' (222) and (26) abo&e. 222. :s. :anagers who #rocrastinate s#end da"s together anal"(ing the #roblem or acti&it"' wasting a lot of time in this #rocess. *hange agents are #rogressi&e and #ioneering and are continuall" moti&ated to create a better organi(ation. 222. $reeti working with a multi)national com#an" for the #ast fi&e "ears' has been recentl" gi&en a new role of change agent. Emotional 2ntelligence has two ma!or com#onents' #ersonal and social com#etence.

$%.$ . :egha' the new em#lo"ee feels that she has !oined the best organi(ation as she finds her colleagues to be &er" su##orti&e and her !ob &er" interesting. Which of the following st"les of communication em#hasi(es on the achie&ements of a grou#? (a) (b) (c) (d) (e) *ollecti&e st"le . 22.ue to sudden marketing conditions sales of Aloknath Ctd. 3nl" (22) abo&e +oth (2) and (26) abo&e +oth (22) and (222) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e. 222. Which of the following is9are true regarding the quadrant of misconce#tion? 2. here are &arious t"#es of crisis that are classified on the basis of their causes. 2t is &ital but not immediate. Fuadrant of misconce#tion is one of the quadrants of the time management matri1 designed b" /te#hen *o&e" that determines a managers0 st"le of #lanning. Which of the following crisis is known as an act of 5od? (a) (b) (c) (d) (e) 2ndustrial accidents ?ostile turno&er attem#t $roduct failure .' was destro"ed b" floods.emocratic st"le 2ntra#ersonal st"le 2ndi&idualistic st"le Autocratic st"le.' dro##ed :ethl" 2soc"anate leaked from .ecision is based on the criterion. . 26. $age 13 of 2" .' the #esticide #lant at +ho#al ?emanth fisheries Ctd.' there was a short circuit and all the machiner" came to a stand still Em#lo"ees of :ona Ctd.nion *arbide 2ndia Ctd. Which of the following statements is9are true regarding weighing the #ros and cons method used for effecti&e decision)making? 2. (a) (b) (c) (d) (e) 2t requires immediate attention. $#. 26. 2n this method' managers de#end on historical data to select the criterion. Which of the following is an e1am#le of smoldering crisis? (a) (b) (c) (d) (e) 2n Anand Ctd. 2t is neither immediate nor &ital. (a) (b) (c) (d) (e) $&. :anagers ma" s#end onl" a few seconds on taking a decision but this decision could ha&e a ma!or im#act on the organi(ation. his method is also called 4ranklin0s rule. 2n this method' each alternati&e is selected and gi&en some &alues. /he is highl" energetic and enthusiastic and thus full" charged. *hoosing the right st"le of communication is crucial in business interactions and it de#ends a lot on the culture of a region. $$. 22. 2t is immediate but not &ital. +ased on the warning time a&ailable' a crisis could be described as either a sudden crisis or smoldering crisis. 222. 3nl" (2) abo&e 3nl" (222) abo&e +oth (2) and (22) abo&e +oth (22) and (26) abo&e All (2)' (22)' (222) and (26) abo&e. $".' went on strike . 2n which of the following stages of the burnout #rocess is :egha considered to be? (a) (b) (c) (d) (e) +rownout stage 7eco&er" stage +urnout stage Awakening stage ?one"moon stage.atural disaster $ublic #erce#tion.

$age 1 of 2" . (a) (b) (c) (d) (e) 3nl" (22) abo&e +oth (22) and (222) abo&e +oth (222) and (26) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e. 222. (a) (b) (c) (d) (e) 3nl" (2) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e +oth (22) and (222) abo&e All (2)' (22) and (222) abo&e. 4ans.eglecting.urturing. 222. here are &arious manifestations of the $arent ego state. (a) (b) (c) (d) (e) . %1. . *ritical. 22. Which of the following form(s) is9are taken b" this state? 2. Which of the following is9are e&olutionar" inno&ations? 2. ele#hones. 26. %3. 2n the $arent ego state' the $arent is unique for each #erson because the recordings made in each #erson0s brain during childhood are unique for that #erson. 2nno&ation can be re&olutionar" or e&olutionar". /tress occurs o&er a short)term whereas burnout is a long)term effect. /u#erfast cars. ?ealth related stress 8ob stress /ociet" related stress Work related stress 4amil" stress. /tress is the result of burnout. Which of the following statements is9are true regarding burnout and stress? 2. /tress results in e1haustion' loss of concentration and shows s"m#toms of burnout. 222. he im#act of globali(ation has fuelled man" changes in the cor#orate world .6irgo 2 /olutions #ro&ides a su##orti&e en&ironment to manage the #ersonal li&es of the em#lo"ees b" #ro&iding fle1i time o#tion' commuting facilities etc. 7achna is married for the last three "ears and is being harassed b" her in)laws. %2. /table. 3nl" (2) abo&e 3nl" (26) abo&e +oth (2) and (26) abo&e +oth (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e. 22. 2nno&ation is the #rocess of de&elo#ing a creati&e idea that can be #ut into #ractical use. 22. 2n this conte1t' 7achna is under which of the following t"#es of stress? (a) (b) (c) (d) (e) % . his harmonic balance is termed as (a) (b) (c) (d) (e) *areer balance ?a##")life balance Work)life balance /#iritual)life balance /ad)life balance. *ordless #hones.%0. 26.

222. Which of the following statements is9are true regarding heuristics method used for effecti&e decision)making? 2. his method is also called 4ranklin0s rule. $age 1" of 2" . 2n this method' an im#ortant criterion is selected. 26. When things get disorgani(ed or uncertain' he begins to feel insecure and thus a&oids such situations.ual income families. Which of the following is not among the general methods of moti&ation? (a) (b) (c) (d) (e) (a) (b) (c) (d) (e) :oti&ating b" not sharing the burden of risk :oti&ating b" culti&ating #assion :oti&ating b" caring :oti&ating b" ins#iring trust among #eo#le :oti&ating b" setting difficult goals.ecision is based on the criterion. his t"#e of beha&ior of :r. 22. :ehra' working for +7> grou# of com#anies alwa"s #refers things to be clear and organi(ed. *hanging social scene *hanging work culture . . :ind ma# should use all of the following' e!cept (a) (b) (c) (d) (e) 2mages +ranches ?eadings ?ierarch" Associations. here are &arious wa"s b" which the" can moti&ate #eo#le.ecreased work time 2ncreased work time . ?e alwa"s resists change and is comfortable with routine work' thus a&oiding creati&it". %#. (a) (b) (c) (d) (e) 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (22) and (26) abo&e (2)' (22) and (222) abo&e All (2)' (22)' (222) and (26) abo&e. :anagers ma" s#end onl" a few seconds on taking a decision but this decision could ha&e a ma!or im#act on the organi(ation. Ceaders ha&e to know how to moti&ate #eo#le with different moti&ation le&els and also in all kinds of situations. :ehra' results in which of the following barriers to creati&e thinking? (a) (b) (c) (d) (e) %$. he im#ortance of work)life balance is felt due to all the following reasons' e!cept %%. Which of the following are used b" em#lo"ees to fill in a detailed account of the time s#ent at the work#lace? &0. 2n this method' each alternati&e is selected and gi&en some &alues. (a) (b) (c) (d) (e) 4ear /tress $essimism An1iet" En&ironment. :r. %&. :ind ma##ing is a #o#ular technique which is used to stimulate creati&it" and generate new ideas in an indi&idual. ime blocks ime slots ime charts ime logs ime marks.%".

he management team in the organi(ation selects si1 #eo#le from the organi(ation and a moderator to lead them. 222. 4ollowers like #ro&en and reliable ideas. 222. 7ewards. E1ecuti&es can be classified into &arious grou#s on the basis of their decision)making skills. $age 1# of 2" . 22. 3ne of such grou#s is the followers. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (22) abo&e +oth (2) and (22) abo&e +oth (2) and (222) abo&e All (2)' (22) and (222) abo&e. 26. 22.el#hi technique :ind ma##ing Cateral thinking. he" want to come u# with a #roduct that attracts a lot of customers. he" are the easiest to #ersuade. Which of the following is9are true regarding the -fluenc"0 com#onent of creati&it"? 2. ime logs. &". *reati&it" in managers is the ca#abilit" to disco&er new wa"s of handling #roblem situations' which de#ends on certain mental com#onents of the indi&idual. (a) (b) (c) (d) (e) 3nl" (22) abo&e 3nl" (222) abo&e +oth (22) and (26) abo&e (22)' (222) and (26) abo&e All (2)' (22)' (222) and (26) abo&e. Which of the following is9are not the com#onent(s) of an ideal time #lan? 2. 4ollowers ha&e short attention s#ans and the" do not relish length" single)sided #ersuasions. 22. 222. 2t is the abilit" to face challenges thrown b" com#le1 situations. 5rou# tasks. ime factor. &2. 2t is the abilit" to generate a large number of rele&ant ideas continuousl" with reference to a #articular #roblem or situation. -/i1 thinking hats0 is a technique that re#resents si1 modes and directions of thinking. & . 2t is the abilit" to #roduce unusual' no&el answers to questions and inter#retations of situations. Each of the selected members is asked to #resent their ideas on a #a#er and #ass that on to the moderator. he idea that gets the highest collecti&e rank from each of the team member is selected. he moderator then collects all the ideas in a single list and returns it to the team members for ranking. (a) (b) (c) (d) (e) 3nl" (2) abo&e 3nl" (22) abo&e 3nl" (222) abo&e +oth (22) and (222) abo&e +oth (222) and (26) abo&e. Which of the following t"#es of hat in&ol&es collection of the necessar" information' which is neutral without an" inter#retations and anal"sis? (a) (b) (c) (d) (e) White hat 5reen hat Eellow hat +lack hat 7ed hat. Which of the following is9are true regarding followers? 2. Which of the following creati&e techniques is used b" the organi(ation? (a) (b) (c) (d) (e) +rainstorming /i1 thinking hats . $lanning makes time management s"stematic and effecti&e. A financial organi(ation #lans to launch new mutual funds in the market. 26. &3. 2t is the abilit" to &iew an as#ect from different #ers#ecti&es.&1.

ncertaint" a&oidance Cong)term orientation 2ndi&idualism *ollecti&ism. 5aura&' a manager working with *6* 4inance' anal"(ed his time logs and then reali(ed that lot of time is being wasted due to lack of #ro#er time management.i&ide time. +oth (2) and (22) abo&e +oth (22) and (222) abo&e +oth (222) and (26) abo&e (2)' (22) and (26) abo&e (2)' (222) and (26) abo&e. Which of the following statements are true regarding emotional intelligence? 2. 5aura& has used which of the following strategies for controlling time)wasters? (a) (b) (c) (d) (e) +iological clock $rioriti(e /#iritual #lanning Accessibilit" . Emotional intelligence guides the thinking #rocess of an indi&idual.'S-. (a) (b) (c) (d) (e) 100. ?e felt that the da" can be di&ided into blocks wherein adequate time can be allocated for office and #ersonal work. &$.&#. While recruiting em#lo"ees' emotional intelligence is not considered. Effecti&e managers are effecti&e communicators. '() *+ Q. here are &arious dimensions in which culture can be classified. 26. 2t is a form of social intelligence that in&ol&es the abilit" to monitor one0s own feelings and emotions. /#eaker0s attire *ircumstances *larit" *ontent 4eedback. Emotional intelligence has gained im#ortance in recent times. he child ego state consists of all the recordings of beha&ior' thoughts or feelings of a #erson0s childhood. &&. 222. 2t has now become an integral #art of cor#orate training.*( P/P'0 $age 1$ of 2" . he term -little #rofessor0 is gi&en when the child is (a) (b) (c) (d) (e) $la"ful Affectionate 5uilt" /#ontaneous *onsiderate. 2n which of the following cultures' as described b" #s"chologist ?ofstede' change can occur more ra#idl" and commitments do not become im#ediment to change? (a) (b) (c) (d) (e) $ower distance . 22. Which of the following is not a com#onent of effecti&e communication? (a) (b) (c) (d) (e) &%.

2t will hel# them to find read" answers to questions asked during an em#lo"ment inter&iew. + A + 12. 13.ell them what "ou told them0. E1ce#t 45lossar"0 the rest are e1am#les of classification of re#orts. . 1". &. * 0'/S*( $ro!ects undertaken that show an abilit" to work with others% and writing or s#eaking acti&ities' #ublications' and roles in academic or #rofessional organi(ations should not be included in the education section. Cine charts de#ict changes in quantitati&e data o&er time and illustrate trends. 11. ?ence' o#tion (a) is the o#en)ended question /ummar"' conclusions and recommendations e1#lain . A + 1 . . $ersuasi&e inter&iews #rimaril" seek to induce somebod" to ado#t a new idea' #roduct or ser&ice and are generall" associated with selling. ables are ideal when the audience needs the facts' all the facts' and when the information would be either difficult or clums" to handle in the main te1t. 6ariables that are traded are referred to as concessions. * %. ?ence' o#tion (b) is not true. .ni&ersities9 echnical schools attended including location and inclusi&e dates of attendance :a!or area of stud" . his #ro&ides the o##ortunit" for the res#ondent to re&eal feelings and information' whereas the other questions allow the inter&iewer control o&er the questions and res#onses. 7e#orts are used for con&e"ing information ob!ecti&el" from one organi(ational area to another. 2nclude the following information in the -Education0 sectionD *olleges9. /elf)anal"sis must be undertaken b" all #ros#ecti&e !ob a##licants to identif" their strengths' interests and achie&ements. E1ce#t -$ostscri#t0 the rest are the elements of a re#ort. ".egree(s) awarded or to be awarded Actual or antici#ated graduation date :arks9grades . When writers ask for something to which the" think the" are entitled (such as a refund' re#lacement' e1change' or #a"ment for damages)' the letter is called a claim letter.Su11ested /ns2ers Business Communication & Soft Skills (SMB102) /(S3'0 1. he chronological résumé (but . . * E * #. . $. 2t should go as a se#arate section which lists the honors and achie&ements.egotiation tactics binge on the &ariables% some of which are conceded b" one #att" and some b" the other #art". -Encourage feedback on an" misunderstood or unclear #oints0 relates to confirmation memo. + $age 1% of 2" . 2.istracting sounds0 is the barrier to listening that disturbed :anish. -$lacing future orders0 relates to acknowledgement letter. A claim letter is a request for an ad!ustment.3 the 4unctional résumé) is the traditional and the most common kind of résumé. When "ou ha&e to #resent detailed' numerical information' use a table' for a s"stematic arrangement of data in columns and rows. 6isual aids are used to strengthen our material b" clarif"ing' sim#lif"ing' or em#hasi(ing it' and to attract the reader0s attention for a s#ecific #ur#ose. 10.etails of other courses "ou ha&e done that are rele&ant to the #osition for which "ou are a##l"ing. -. A 3.

E1ce#t the name of the sender' the rest are to be included. .1#. A 5antt chart is a hori(ontal bar chart that gra#hicall" dis#la"s time relationshi#s. :ani#ulation creates bitterness rather than harmon". All the abo&e are the ste#s in&ol&ed in writing a re#ort. 2dentif"ing and organi(ing the issues for in&estigation. 2t relates to a #eriodic re#ort memo. 22.BA AconclusionB is an inter#retation of what the facts mean% a ArecommendationB suggests what ought to be done about the facts. 3#tion (e) relates to /ummar" of !ob skills section. /tatement (2) is not true since the com#eting a##roach generates ill)will that is costl" and un#leasant. -5e len1t5 of t5e 6ars depicts t5e time t5e7 represent. he heading contains the writer0s address 6ut not the message. A E A 23. A re#ort can end with all the o#tions like' summar"' conclusion' re&iew and recommendations but not with an authori(ation message. A*onclusionB is a logical inter#retation of what the facts in "our re#ort mean. As negotiation is essentiall" a communication #rocess' its success to a great e1tent will de#end on how well the two #arties can build and it is called -bridges of ra##ort0. ?ence' (e) is the correct o#tion. 2&. ime is dis#la"ed on the hori(ontal a1is and tasks are shown on the &ertical a1is.efining the #roblem and the #ur#ose. Cike the block format' all lines begin at the left margin' but the salutation and com#limentar" close are omitted and a sub!ect line is required. /tatement (22) is not true since collaborating a##roach focuses on satisf"ing both #arties to the greatest degree. his inter#retation can be based on ne&er)before mentioned information. $ictograms can be more dramatic than being meaningful &isual aids. E . herefore' o#tion (c) is the correct answer. he question mentioned is an e1am#le of a &ague memo. + E 20. *onducting research. 33. A E A + 31. When a #erson wants to sift through what he has heard and come to a decision' he must listen criticall". 32. his in&ol&es !udging the clarit"' accurac" and reliabilit" of the e&idence that is #resented' and being alert to the effects of emotional a##eals. /tatements (2) and (22) are true regarding the organi(ation of information in well)written a##lication letters' whereas statement (222) relates to the length of the a##lication letter. he sub!ect line is #laced a double s#ace below the inside address and a double s#ace abo&e the bod". A 1%. * 2 . Anal"(ing and inter#reting data' drawing conclusions and de&elo#ing recommendations. A7ecommendationsB are ina##ro#riate in a re#ort when "ou are not e1#ected to su##l" them' so "ou must know the difference between AconclusionsB and Arecommendations. 3#tion (d) comes under the closing #aragra#h of an a##lication letter. 30. he win)lose a##roach or bargaining a##roach is characteri(ed b" com#etiti&eness as e&er" #art" emerges as the winner. -All lines in a letter begin at the left margin0 is true with regard to sim#lified block format. 3#tions (a)' (b) and (e) relate to the items of checklist related to the ne1t se&eral #aragra#hs and (c) comes under the o#ening #aragra#h. 1&. Whate&er conclusions "ou draw' the" must be deri&ed from the facts and information included in "our re#ort. /tatement (222) is not true since a&oiding a##roach focuses awa" from the conflict altogether. $age 1& of 2" . 1$. E . 21. + * 2#. 2". A he memo should be designed as a fill)in form on which data can be entered quickl"B is not true regarding the guidelines for writing the ideas and suggestions memo. 2%. 2deall"' the conflicting #arties should aim at a win)win a##roach (the interests of both the #arties are taken into consideration). E 2$.

4ocus on a central selling feature does not relate to the last #aragra#h of writing to #ersuade. /#eech does not relate to the written channel. $ara#hrase the te1t of the &isual aid% don0t read it word)for)word. A well)written a##lication letter usuall" contains reader)benefit material' e1#laining what "ou can do for the reader. 2ncluding resale ) fa&orable statements about the #roduct ordered ) is hel#ful for four reasonsD (1) it might cause credit a##licants to #refer the brand' and ma" e&en make them feel like bu"ing it on a cash basis' (<) it suggests that the writer is tr"ing to be hel#ful' (=) it makes the writing easier because negati&e thoughts are easier to de)em#hasi(e when cushioned with resale material' (G) and it can confirm the credit a##licant0s !udgment in choosing the merchandise' thus making an indirect com#liment. ?ence' (e) is not true' since figures should #recede the statement of refusal. Eour education and training and9or #ersonal traits usuall" constitute the main reasons the em#lo"er will recruit "ou. 3". 7ainaB is an e1am#le of salute o#ening. $age 20 of 2" . /tatement (2) is not true regarding counseling inter&iews since em#lo"ment inter&iews seek to determine whether a #articular a##licant is suitable for the !ob or not. A * 4ormal re#orts are carefull" structured% the" stress ob!ecti&it" and organi(ation' contain much detail' and are written in a st"le that tends to eliminate such elements as #ersonal #ronouns. E 3. 2llustrate onl" the main #oints' not the entire #resentation. #. Whene&er #ossible' an a##lication letter should be addressed to a #erson but not to the title. . ". he multi#le)range bar chart also called a com#arati&e or cluster bar chart' is useful for e1#ressing data that change o&er time. 3#. 4or ma1imum im#act' business #eo#le should use both written and s#oken channels. /o follow these guidelinesD +e sure that all members of the audience can see the &isual aids Allow the audience time to read a &isual aid before #ro&iding an e1#lanation. 2t is es#eciall" effecti&e in com#aring more than one quantit" (set of data) at each #oint and com#ares the frequenc" of re#orted in!uries at three #lants o&er an entire "ear. E + E $. -7ecommendations0 is generall" not co&ered in an introduction #art of the re#ort. * 1. E 3$.' these #ro&ide guidance and assistance to em#lo"ees and these in&ol&e #ersonal and emotional issues. A hank "ou' :r. . herefore' o#tion (b) is not a qualit" of well) written a##lication letter. 3%. Cetters addressed to A:r. * + 0. + 2. /tatements (22) and (222) are true regarding counseling inter&iews i. 5agan +hu!balB does create a more fa&orable im#ression than one addressed to the A?uman 7esource :anagerB. When the 5eneral :anager and the /ales :anager agree on this #lan of action' it is common to find the 5eneral :anager confirming this agreement with a memo. 6isual aids should be such that (a) the" can be understood quickl" b" the audience and (b) the" do not detract from the #resentation. 3&. . Cimit each &isual aid to one idea. . /ome writers now use a salute o#ening on the salutation line. herefore' a confirmation memo is used to confirm in writing something that has been agreed)to &erball". *ommunication' internal and e1ternal' takes #lace in a non&erbal and &erbal marinerD through gestures' e1#ressions' meetings' listening' s#eaking and writing. 2t is for "ou to ensure that "ou con&ert factual information of this nature into material that the reader can use to his ad&antage. /tatement (26) is not true regarding counseling inter&iews since #erformance a##raisal inter&iews #ro&ide !ob)related feedback to em#lo"ees.3 .e.

*oordination. 4or one thing' it is less structured' which makes it more difficult to stud". . . /tatement (26) is the characteristic of com#romise a##roach. " . "1. his obsession results in wastage of time and in missing deadlines. • • he model does not e1#lain s"m#toms of unmanaged stress. /o he9she takes more than the allotted time to com#lete work. A Compan7 mission is not a factor that influences the ethical beha&ior of a manager. "$. + * /tatements (2) and (222) are true regarding general ada#ti&e s"ndrome model. :ai9en is a 8a#anese term used to describe minor changes and inno&ations in o#erations to bring about an im#ro&ement in the #rocess. ?ence' o#tion (d) is correct. ?e9she is obsessed with #roducing qualit" work. ?e9she takes too much time to #erform e&en minor acti&ities (like re#l"ing to a mail). "%. (6)' (26)' (2)' (22)' (222) are the ste#s in the right order. "2. A /6ilit7 to repeat t5e mistakes is not essential for an em#lo"ee with good inter#ersonal skills. + /tatement (222) is the characteristic of bargaining a##roach. /pplication sta1e relates to the a##lication of the skills learned during training in the actual !ob situation. Eustress is called as #ositi&e stress. herefore' o#tion (e) is the correct answer. /tatement (2) and (22) are the characteristics of win)win a##roachD • • :utual gain is &iewed as attainable. he model does not e1#lain the strategies to fight stress. $age 21 of 2" . "0. $re#aring a list of acti&ities. /tatements (22) and (26) are not true regarding general ada#ti&e s"ndrome model. . * + 2dentif"ing the ob!ecti&e. . • • • • • "3. 4actors that influence the ethical beha&ior of a manager areD 2ndi&idual characteristics /tructural &ariables 3rgani(ational culture 2ssue intensit" ?ence' o#tion (a) the com#an" mission is the answer. E "". Cong)term a##roach seeks good relationshi#. 2t should not mislead the audience. he #erfectionist must be taught the im#ortance of managing time and meeting deadlines. -5e Perfectionist8t5e /nal79er D A #erson who is obsessed with the qualit" of the resultant work is called a #erfectionist or anal"(er.%. . "#. &. herefore' o#tion (c) is the correct answer.elegating work. Eou can0t !ust #ick u# a book on non&erbal language and master the &ocabular" of gestures that are common in a #articular culture. 2t should build a transition into the discussion of reasons without (but not alon1 2it5) re&ealing the un#leasant news. /tatements (2) and (222) are true.i&iding into units. he first #aragra#h of the bad news letter should be neutral' rele&ant' and succinct leading to the bad news.

herefore' o#tion (d) is the correct answer. he" are #o#ular for im#ro&ing emotional and #h"sical health. /tatements (2)' (22) and (222) are caused due to !ob stress. * E Peacemakers are the #eo#le who tr" to bring successful resolution to the conflict and act rationall". $ro&ides a standard wa" to measure an outcome. • • • $ro&ides regular feedback on the #erformance. he fourth #hase of #lanning in&ol&es self)management."&. All other o#tions are true about the aims of #lanning. /tatements (2) and (222) are the disad&antages of goal setting. #". #$. *ommunication skills. + A #roblem statement is #re#ared is not a ste# in the #rocess of re&erse brainstorming. * E o allocate the right task to the right #erson is an aim of organi(ing. :oti&ation. #3. /tatement (26) is not caused due to !ob stress. • • • $ersonal inadequac". herefore' o#tion (b) is the correct answer. /tatement (222) should not be #ossessed b" a manager. #&. • • • /elf)awareness. /tatement (22) essential oils are used in the treatment #rocess. he oils are deri&ed from #lants and flowers. #0. hrough profession ego state of a #erson cannot be understood and anal"(ed. herefore' o#tion (c) is the correct answer. he first #hase in&ol&es identif7in1 t5e . #1. A + * Crossed transaction< When there is a conflict of interest. . herefore' o#tion (d) is the correct answer. he third #hase of #lanning in&ol&es monitoring the use of time. # . 2m#ro&es #roducti&it". ##. All other ste#s are correct about re&erse brainstorming. According to /te#hen *o&e"' there are four #hases of time #lanning. he second #hase of #lanning in&ol&es taking a wide)angle &iew of future e&ents and scheduling them. 7ole conflicts. he lines re#resenting these #2.arious demands placed on a mana1er . /tatements (22)' (26) and (6) are the ad&antages of goal setting. E . 2n this #hase' managers #lan and #rioriti(e acti&ities on a dail" basis. #%. • Aromathera#" Aromathera#" is the use of essential oils in the treatment #rocess. /tatements (2)' (22) and (26) are the essential inter#ersonal com#etencies a manager should #ossess.ifficult clients. transactions cross and it is a case of crossed transaction. /tatements (2)' (222) and (26) oils are not used in the treatment #rocess. $age 22 of 2" . he" are able to discard old ideas easil" and ado#t ne2 ones when the situation demands is not correct about change agent. .

$". ?el#s to manage our own moods and emotions. Smolderin1 crisis result from em#lo"ee #roblems like bo"cotting work' strike b" em#lo"ees to achie&e their demands etc EgD • Em#lo"ees of :ona Ctd.' there was a short circuit and all the machiner" came to a stand still . A $3. herefore' o#tion (e) is the correct answer. 2t is immediate but not &ital. $rocrastination means #ost#oning or a&oiding to take im#ortant decisions or tasks because the" are difficult. his method is also called 4ranklin0s rule. 2n this method' each alternati&e is selected and gi&en some &alues. . herefore' o#tion (a) is the correct answer. /tatements (22) and (222) are not the logical thinking side of #ersonalit". 2t includes awareness of own strengths and weakness. herefore' o#tion (c) is the correct answer. E /tatements (2)' (22) and (222) are the characteristics of #ersonal com#etence. • • • • 2n Anand Ctd. /tatements (22) and (222) are not true because the" are related to ?euristic method. he em#lo"ee has lot of energ" and enthusiasm to work. • • 2n this method' managers de#end on historical data to select the criterion. Collecti. ?emanth fisheries Ctd.' dro##ed :ethl" 2soc"anate leaked from . $2. $age 23 of 2" . /tatements (2)' (22) and (26) are not true the" belong to quadrant 2 and 22 res#ecti&el". . $ .' went on union strike.' was destro"ed b" floods. $1. ?as the abilit" to deal with changing situations. *hild $arent. $%. A + ?ence (b) is the correct answer. he" can occur as a result of &arious factors like natural disasters' industrial accidents.ecision is based on the criterion. * /tatements (2) and (22) are true regarding #rocrastination. herefore' o#tion (b) is the correct answer.nion *arbide 2ndia Ctd. $$. + /tatements (2) and (26) are true regarding weighing #ros and cons method used for effecti&e decision)making. :anagers who #rocrastinate s#end da"s together anal"(ing the #roblem or acti&it"' wasting a lot of time in this #rocess. E + =one7moon sta1e> is the stage in which work and the colleagues seems to be reall" good and su##orti&e and work seems to be good. $#.e st7le em#hasi(es is gi&en to the achie&ements of the grou#s. /tatement (2) is the logical thinking side of #ersonalit".$0. • • • Adult ego state is the logical thinking side of #ersonalit". /tatements (a)' (c)' (d) and (e) are e1am#les of sudden crisis that occurs without an" warning. +ormulatin1 strate1ies for dealin1 2it5 a crisis is the second ste# used b" an organi(ation to #re&ent crisis. /tatements (222) and (26) are not true regarding #rocrastination.ue to sudden marketing conditions sales of Aloknath Ctd. /tatement (222) is true regarding quadrant of misconce#tion or quadrant 222.' #esticide #lant at +ho#al. herefore' o#tion (b) is the correct answer.

An" change in the scenario makes them an1ious. %0. /tatements (2) and (26) are re&olutionar" inno&ation. Along with the other moti&ating factors sharing the burden of risk can also moti&ate em#lo"ees. 3ork?life 6alance is a harmonic balance of work and domestic life. . .$&. /tatements (22) and (222) are e&olutionar" inno&ations. % . E +amil7 stress< 4amil" stress ma" arise from conflict of ideas or relationshi#s with s#ouse' children' siblings' #arents. he" are the easiest to #ersuade. herefore' o#tion (c) is the correct answer.ecreased work time is not a reason for the growing im#ortance of work life balance. • • 2n this method' an im#ortant criterion is selected. • • /u#erfast cars.urturing. %". /tress occurs o&er the short)term whereas burnout is long)term. . • • 4ollowers like #ro&en and reliable ideas. (atural disasters< . %%. his stress ma" also be caused b" the ill)health of a famil" member' financial #roblems' a di&orce' or the death of a dear one. When things get disorgani(ed or uncertain the" become insecure and a&oid these situations. %$. %#. -ime lo1s are used b" em#lo"ees to fill in a detailed account of the time s#ent at the work#lace. herefore' o#tion (d) is the correct answer. %3. • • *ritical. + * /tatement (222) is not true. herefore' o#tion (b) is the correct answer. + E&olutionar" inno&ation is an im#ro&ement u#on e1isting ideas.atin1 67 not s5arin1 risk is not among the general methods of moti&ation. * + /tatements (222) and (26) are not true. herefore' o#tion (b) is the correct answer. Branc5es are not used in the mind ma##ing technique. /tress is not the result of burnout' but burnout is the result of rigorous stress. . /tatement (2) and (22) are true while #ersuading followers t"#e of e1ecuti&es. &0. he" should be con&inced about the #ositi&e outcomes of taking such risk. . /tatements (22) and (222) are the forms taken in the #arent ego state. &1. E1am#les of natural disasters are &olcano eru#tions' earthquakes' tsunamis' floods' c"clones' etc. $age 2 of 2" . Moti. /ome managers are resistant to change.ecision is based on the criterion. . /tatement (2) is not true. /n!iet7 is a barrier to creati&it". *ordless #hones. * A %&. /tress results in e1haustion' loss of concentration and shows s"m#toms of burnout. /ome managers #refer things to be clear and organi(ed. /tatements (22) and (222) are true regarding the difference between burnout and stress. . herefore' o#tion (d) is the right answer. • • • %2. %1.atural disasters are also known as acts of 5od and cannot be #re&ented b" human beings. /tatements (2) and (26) are not the forms taken in the #arent ego state. /o the" #refer to stick to the con&entional a##roach and a&oid creati&it". . /tatements (2) and (22) are true regarding heuristics method.

:ore and more organi(ations are gi&ing im#ortance to emotional intelligence while recruiting #eo#le. /tatement (222) is not true regarding emotional intelligence. /tatements (22)' (222) and (26) are not true regarding the fluenc" com#onent of creati&it".&2. /tatements (2)' (22) and (26) are the com#onents of an ideal time #lan. • • • 2t guides the thinking #rocess of an indi&idual. A 35ite hat in&ol&es collection of the necessar" information' which is neutral without an" inter#retations and anal"sis. 2t is the abilit" to face challenges thrown b" com#le1 situations. 100 . herefore' o#tion (a) is the correct answer. E When the child is considerate is called little #rofessor. • 2t is the abilit" to generate a large number of rele&ant ideas continuousl" with reference to a #articular #roblem or situation. &&. * )elp5i tec5ni@ue is used b" used b" the organi(ation. E A * . 2n this technique' a team of e1#erts deals with a s#ecific issue. 2t su##orts indi&idual creati&it" in a grou#. &%. /i1 thinking hat is a technique' becoming increasingl" #o#ular now a da"s. he . • While recruiting em#lo"ees emotional intelligence is not considered. + & . herefore' o#tion (d) is the correct answer. 2n long term orientation culture' change can occur more ra#idl" a long)term traditions and commitments do not become im#ediments to change. herefore' o#tion (b) is the correct answer. • • • 2t is the abilit" to &iew an as#ect from different #ers#ecti&es.ide time allows 5aura& to know how effecti&el" the" can manage their time. • ime logs. 2t has now become an integral #art of cor#orate training. &". SpeakerAs attire is not a com#onent of effecti&e communication. 2t also hel#s a&oid mental blocks like fear of humiliation and fear of failure' which are common in face)to) face discussions. 2t is a form of social intelligence that in&ol&es the abilit" to monitor one0s own feelings and emotions. /tatements (2)' (22) and (26) are true regarding emotional intelligence. &3. &$. /tatement (222) is not a com#onent of an ideal time #lan. hese e1#erts should be unbiased in their !udgment or o#inion. A &#. /tatement (2) is true regarding the fluenc" com#onent of creati&it". < TOP OF THE DOCUMENT > $age 2" of 2" . 2t is the abilit" to #roduce unusual' no&el answers to questions and inter#retations of situations.el#hi technique does not stress on an agreement among the &iews of the e1#erts ) its ob!ecti&e is to narrow down the o#tions. )i.