You are on page 1of 68

LEARNING OUTCOMES
LO1.2.3:

LO1.2.4:
LO1.2.5:
LO1.2.6:

LO2.1.1:
LO2.1.2:
LO2.2.1:
LO2.2.2:
LO2.2.3:
LO2.2.4:
LO2.2.5:
LO2.2.6:
LO2.3.1:
LO2.3.2:
LO2.4.1:

LO2.4.2:
LO2.5.1:
LO2.5.2:

LO2.5.3:
LO2.5.4:

LO2.5.5:
LO2.6.1:

LO2.7.7:
LO2.7.8:
LO3.2.1

LO3.2.2:

Identify the information needs of the organization and its
sources, levels, and usefulness for effective
communication.
Explain with simple examples the barriers to effective
communication
Describe different methods of communication and also
state their appropriate medium.
Classify different types of communication networks and
describe their influence on the communication process
within an organization.
Develop an awareness and appreciation of the
importance of intrapersonal communication.
Identify the basic aspects of intrapersonal communication
including self- concept, perception and expectation.
Identify the axioms of interpersonal communication
Specify the purposes of interpersonal communication.
Determine the role of stereotypes in the communication
process.
Identify the role of communication conflict in intercultural
relationships.
Explain the key ways to improve interpersonal skills.
Identify the elements and traits of ethics in interpersonal
communication.
Explain the difference between creative thinking and
critical thinking
Assess the effect of critical thinking over communication
Identify forms of non-verbal communication including
facial expressions, posture, gestures, eye contact,
voice and touch.
Explain the uses of non-verbal messages.
Contrast between oral and written communication.
Explain and account for the basic forms of oral
communication including; face to face communications,
interviews, telephone conversations, grapevine,
negotiations, meetings, lecture/speech.
Contrast between speaking and listening skills.
Develop a personal, constructive approach to dealing
with conflict situations through speech communication
strategies of conflict resolution.
Explain the principles of preparing and delivering an
effective public speech
Assess the role of visual communication in simplifying
and comparing information and illustrating trends and
ideas.
Differentiate between different types of reports.
Explain the contents of different types of reports.
Explain the main features and practical use of social
networking forums, blogs, podcasting, discussion boards,
messaging, video conferencing and email.
Discuss the benefits and limitations of various types of
electronic communication.

Ques.

Ans.

1

34

6

39

9

42

16

49

18

51

20

53

27

59

29

61

31

63

SYLLABUS REFERENCE A2 . levels.2. and usefulness for effective communication.4: Explain with simple examples the barriers to effective communication LO1.2.Business Communication Page 1 . LO1.3: Identify the information needs of the organization and its sources. LO1. Multiple Choice Questions .6: Classify different types of communication networks and describe their influence on the communication process within an organization.2.5: Describe different methods of communication and also state their appropriate medium.Communication process LEARNING OUTCOMES LO1.2.

You’re required to identify the following from the above situation. Also given is the intended purpose of each activity. These activities are carried out in various departments based on the information obtained from respective areas. Talha. It is relevant to the user requirements c.3: Identify the information needs of the organization and its sources. For preparation of report. Following is a list of activities performed at Delta Limited. Information in any organization is considered useful if it meets the _________ criteria: a. Talha prepares a detailed report based on company’s sales of last quarter.2. It is submitted on a timely basis b. Activity a) Calculation of accrued interest on bank loan b) Weighing the pros and cons to launch a new product in the market c) Checking how many employees were late to reach office d) Installing a bar code scanner at point of sales to calculate inventory requirement for next quarter e) Assessment of employees performance over the year to announce annual bonuses Multiple Choice Questions . Talha used internet. the sales of competitors and sends it to the board of directors. Match the activity with the most relevant purpose. 1. Source(s) of information used for the report ______________________ b. It is targeted towards effective and efficient decision making d. Mr. for information in this regard. a. Level of information ______________________ 2.LO1. Pointer Limited manufactures fine quality stationery supplies. his company’s sales records and an online marketing survey. and usefulness for effective communication.Business Communication Purpose i) Decision making ii) Performance measurement iii) Control iv) Planning v) Transaction recording Page 2 . Mr. Mr. All of the above 3. The management of the company wants to assess their market share to plan a 5 year sales strategy and have asked the marketing director. levels.

2. none of the above Multiple Choice Questions . Last night he received a call from his company. an organization’s informal communication network b. a. Tahira from his office asking if Mr. expressions that are used by a particular profession are difficult for others to understand d.4: Explain with simple examples the barriers to effective communication 1. the mobile signal was weak. He is on his annual leaves from work and is currently in Thailand. Mr. At that time. Mr. Raza is the finance manager at Giga Hertz Limited. Mr. Jargon is best defined as __________.Business Communication Page 3 . Raza was unable to advise Ms. Also. It was Ms. Raza was at a musical concert so he was not able to listen to Ms. Raza could guide her about the budgeted profit and loss account. As a result. Tahira’s call properly due to high music. a report submitted via internet to interested users c. Tahira.LO1. 2. You’re required to identify the universals of communication in the above situation and also identify the barriers which caused ineffectiveness of communication.

Meeting of board of directors of Galaxy Limited using Skype. written b. Multiple Choice Questions . 6. No Situation 1. 5. a. none of the above 2. Below is a list of situations. 1. the sender should use ________ method.5: Describe different methods of communication and also state their appropriate medium. For a message which requires immediate feedback from the receiver. any of the above d.2. oral c. 3.LO1. S. 4. You’re required to identify the method of communication employed in each of the situation along with the medium of communication.Business Communication Method of Communication Medium of Communication Page 4 . Business proposal submitted by Highfly Constructions to Sindh Government for construction of Karachi-Hyderabad motorway Email from Zain to his friend asking about course outline of business communication SMS sent by Fast Courier Service notifying customers of an increase in tariff Faris asking for exam registration procedure at ICAP facilitation centre Map of Expo Centre displayed at billboards across the city 2.

supply chain management members of the same work group . b. coordination Multiple Choice Questions . customers of a retailer . to provide feedback to bosses inform the seniors of progress towards monthly targets communication of problems to senior management all of the above 4. However. b.6: Classify different types of communication networks and describe their influence on the communication process within an organization.LO1. Grapevine can be best defined as __________. b. suggestions.2. competition suppliers of an industrial concern . the finance manager of the company requesting the profit and loss figures for the quarter ended 30 September 2014. encouraging staff participation in organizational decision making process making use of inter office memorandums for information circulation an organization’s informal communication network all of the above 2. 1. a. a. He sent an email to Ms. c. Sarah. Mr. and ideas both b and c 3. Rumors in organization can cause some serious harm.Business Communication Page 5 . b. c. customer services competitors of a manufacturing concern . d. d. c. a. Identify the most likely goal which is likely to be accomplished via upward communication. c. the negative consequences of such rumors can be reduced by _________. discouraging chit chats between employees during lunch time maintaining open communication channels within organization encouraging employees to be open with concerns. b. c. Upward communication flows to a higher level in the group or organization. a. downward communication upward communication intrapersonal communication none of the above 5. This communication cycle can be classified as ____________ in the organizational context. d. a. d. Lateral communication takes place among __________ and is said to facilitate _________. d. Mukhtar is the CEO of Alpha Technologies Limited.

SYLLABUS REFERENCE B1 .Nature of Intra-personal communication LEARNING OUTCOMES LO2.Business Communication Page 6 . perception and expectation.1: Develop an awareness and appreciation of the importance of intrapersonal communication. LO2.2: Identify the basic aspects of intrapersonal communication including selfconcept. Multiple Choice Questions .1.1.

a. external Hint: The four major functions which communication serves in an organization are control. In this situation. they will be given an additional 3 percent commission beside salaries. She is of the opinion that doing so will improve the sales of the mall.Business Communication Page 7 . She decides to address the sales force of the mall to inform them that from the next quarter. The amount of commission will be based on the sales made by each individual. Listening and reading b. 1. According to the results of a research study. Javeria is being used as a(n) ___________ tool. Writing and speaking d. Ms.LO2. Reading and writing c. nearly _____ percent of working hours in an organization are dedicated to communication. reading. interpersonal b. communication from Ms. motivation. Which of the following activities fall under the ambit of communication? a. 80 3. emotional expression. 50 d. and information. Javeria is the marketing manager at Hyper Shopping Mall.1: Develop an awareness and appreciation of the importance of intrapersonal communication. intrapersonal d. Multiple Choice Questions . Writing. 60 c.1. speaking and listening 2. motivational c. 70 b. a.

Faiz is of the opinion that the females put their families ahead of their careers and hence he is a bit skeptical to hire any female.1. a. and other personal characteristics. Mr. none of the above d. contrast evaluation Multiple Choice Questions . Selective perception takes place in a communication cycle when the receiver in the communication process selectively see and hear based on ________ experience. ethnocentrism b. perception and expectation. any of the above 2. His thoughts are likely the result of his _______ about females. perception c. contextual analysis d. 2 were females. analysis d. sender’s c. Mr. receiver’s own b. stereotyping c. inference b. 1. Out of 5 candidates interviewed. He recently interviewed few candidates for the post of manager administration. working experience 3. a.LO2.Business Communication Page 8 . Faiz is the HR manager at Gala Corporations. a.2: Identify the basic aspects of intrapersonal communication including self-concept. However. background. The situation as described in the above scenario is also a classic example of __________.

SYLLABUS REFERENCE B2 – Nature of Interpersonal communication LEARNING OUTCOMES LO2.2.Business Communication Page 9 .2.2.2.4: Identify the role of communication conflict in intercultural relationships. LO2.5: Explain the key ways to improve interpersonal skills.2. LO2. Multiple Choice Questions .1: Identify the axioms of interpersonal communication LO2.2: Specify the purposes of interpersonal communication.6: Identify the elements and traits of ethics in interpersonal communication. LO2. LO2.3: Determine the role of stereotypes in the communication process.2.

Haris. This situation describes the interpersonal axiom that ___________. Haris send the same to the Board without rechecking. it is essential to understand UK business culture. complex b. They are planning to open a branch office in UK. communication is irreversible 2. Mega Electronics is a Japan based company. communication is a series of punctuated events c. Mr. UK companies are more prone to intercultural diversity Multiple Choice Questions . his boss to send him the company’s profit and loss account for the month ended 31 May 2015. a.2. complimentary d. Accidentally. symmetrical 3. a.1: Identify the axioms of interpersonal communication 1. supplementary c. The management of the company has decided to arrange a workshop on cultural diversity for the employees as the management realizes that for its UK office tobe successful. communication is a process of adjustment d. This is because of the fact that the relationship between friends is a __________ relationship. cultural diversity is crucial for a business success b. Mr. intercultural communication in Japan is over rated c. Zain was asked by Mr. Haris has to send the same to the Board of Directors. a. The communication between groups of friends is least likely to be marked with courteous pleasantries and etiquette. Upon realization of the mistake. Mr. communication is inevitable d.LO2. Zain emailed him the profit and loss account for the month ended 31 May 2014. In a hurry. we can see that the situation entails the axiom that __________________. communication is not essential b. Mr.Business Communication Page 10 .

To ask for proposals of interested parties for a construction work b. Pamphlets iii. Match the modes with their most likely purpose. Tender notice ii. ABC Corporation is a textile concern.LO2. To inform shareholders of company’s performance c. it was decided to start a mega sale for the customers. The head of the department wants to make maximum use of effective advertisements. Advertisement is a form of external communication. Below is a list of modes of external communication available to an organization. Economical advertising about a low end product Multiple Choice Questions . both a and b d. performance measure c. Press release i. Recently in the meeting of marketing department.Business Communication Page 11 . Annual report iv. To notify general public about a change of company’s address d. a.2. external communication b.2: Specify the purposes of interpersonal communication. none of the above 2. Mode of External Communication Purpose a. Advertisement is a form of _________ . 1.

All of the above 2. promoting cultural diversity of employees b.Business Communication Page 12 . diversity training programs Multiple Choice Questions . Organizations can educate their employees to keep stereotyping at bay by organizing __________. gender training programs c. 1.LO2.3: Determine the role of stereotypes in the communication process. male prototyping c.2. a. a. profiling d. Gender biasedness d. This practice is a classic example of __________. A particular organization in Middle East was reported not to hire female staff. cultural shows b.

a. grammatical issues d. lack of knowledge about English language c. Eye contact is a major form of non-verbal communication. none of the above 3. understanding that differences exist between cultures d. misunderstandings in culture 4.Business Communication Page 13 . the world is turning into a shrunken global village c. maintaining eye contact when speaking to elders is considered __________. be open towards other cultures c.2. Successful intercultural communication can be ensured by ______________. the workforce is getting more diverse by the day b. Understanding and improving intercultural sensitivity is essential in today's corporate environment because _________________. a. In different cultures. maintain eye contact signifies different meanings. asking lot of questions about cultures b. a. truthful c. In Muslim world. all of the above Multiple Choice Questions . all of the above 2.4: Identify the role of communication conflict in intercultural relationships. a. advancement in communication technology is decreasing physical distances d. 1. honest d. stylistic issues b.LO2. rude b. Communication breakdown in a multicultural organizational setting is a result of ____________.

more culturally diverse b. a. people skills c. reduced due to office automation c.2. both a and b 2. supportiveness of the work environment d. computer skills d. a. more productive and motivated d. fringe benefits c. none of the above Multiple Choice Questions . a.5: Explain the key ways to improve interpersonal skills. This results in their workforce being _______________. high salary b. Today managers are required to have ___________skills in addition to technical skills to excel at their jobs. For a manager to succeed.LO2. technical skills are necessary but not sufficient. interpersonal skills b.Business Communication Page 14 . all of the above 3. Organizations today are becoming increasingly aware of the importance of interpersonal skills. Several researches by management gurus have revealed that _____________ is the major reason for which the employees like their jobs. 1.

The TV advertisement which was made for the publicity of the product contains claims to remove grease stains. vertical b. cultural diversity of employees b.2. lateral Multiple Choice Questions . all of the above 2. plagiarism d.6: Identify the elements and traits of ethics in interpersonal communication. defamation b. Mostly organizations are making use of policy statements as a formal way of communication of ethical values to the employees. unethical advertising c. different religious perspectives of employees c.LO2. In the context of ethical communication. A company decides to launch a new detergent. However. a. 1. a. this situation falls under __________. a.Business Communication Page 15 . This method is categorized as the __________ approach to create ethical values. none of the above 3. the composition of detergent does not allow removal of tough stains like grease and hence the product does not live up to the claims made in the advertisement. diagonal c. varying family values of employees d. Today an increasing number of organizations are becoming aware of their social responsibility and ethics. Ethical communication in an organization becomes extremely challenging for managers due to ____________. downward d.

Business Communication Page 16 .3.3.2: Assess the effect of critical thinking over communication Multiple Choice Questions .1: Explain the difference between creative thinking and critical thinking LO2.SYLLABUS REFERENCE B3 – Critical Thinking LEARNING OUTCOMES LO2.

ability to assess the known in different and wider perspectives b. both the thinking processes are same 4. none of the above 2. complete information is not available to the decision maker c. Communication is essential for decision making to turn out effective and efficient because ____________________. Communication skills form the basis for critical thinking as they ensure that ___________. it ensures that decisions taken are timely communicated to those concerned c.3. a.1: Explain the difference between creative thinking and critical thinking LO2.LO2. that the former is done on a personal level and the latter is done on group level c. none of the above Multiple Choice Questions . a. Expertise is the foundation of creative thinking skills. decisions taken in organizations are not perfect because ________. The main difference between creative thinking and critical thinking is _______________. none of the above 3. the study of different world languages d. it ensures availability of related information for decision making b. both a and b d.2: Assess the effect of critical thinking over communication 1. a. a. a. there is a lack of artificial intelligence software b. Creative thinking skills are associated with _____________. people in organizations lack decision making skills d.3. using software specially designed for problem solving c. In real world. that the former is manual and the latter is mechanical b. it restricts the element of speculation d. all of the above 5. all groups at organizational level are involved in the thinking process c.Business Communication Page 17 . all known information is analytically taken into account b. that the former is subjective and the latter is objective d.

Business Communication Page 18 .SYLLABUS REFERENCE B4 – Non-verbal Communication LEARNING OUTCOMES LO2.4. eye contact. posture. voice and touch. LO2.2: Explain the uses of non-verbal messages. Multiple Choice Questions . gestures.1: Identify forms of non-verbal communication including facial expressions.4.

interpersonal d. ‘You are communicating even while you’re silent’. non-verbal c. eye contact. A gesture is best defined as _________. A firm handshake is usually considered a gesture of _______ in majority of the cultures around the world.4.1: Identify forms of non-verbal communication including facial expressions. and facial expressions b. It refers to _______ form of communication. 1. a. Paralanguage is _________. none of the above 3.Business Communication Page 19 . voice and touch. boredom d. maintaining eye contact while being interviewed c. a. the study of different languages d.4. posture. gesture. trust and honesty b. gestures. the study of differences in the cultures of sender and receiver of a message c. written 2. especially a hand or the head b. the level of proximity between the sender and receiver 4. the study of the body movements of the speaker d. a. none of the above Multiple Choice Questions . speed of speaking. lack of confidence c.LO2. verbal b. movement of part of the body.2: Explain the uses of non-verbal messages. a. LO2.

5. face to face communications.5. constructive approach to dealing with conflict situations through speech communication strategies of conflict resolution. LO2.Business Communication Page 20 .Verbal Communication LEARNING OUTCOMES LO2.5. meetings. interviews.2: Explain and account for the basic forms of oral communication including.5: Explain the principles of preparing and delivering an effective public speech Multiple Choice Questions . negotiations. telephone conversations. LO2.5.3: Contrast between speaking and listening skills. LO2.5. LO2. lecture/speech.SYLLABUS REFERENCE B5 .4: Develop a personal. grapevine.1: Contrast between oral and written communication.

1: Contrast between oral and written communication. the best choice for communication available to the sender of the message is________ communication. Oral communication does not require any records which can be accessed by others. written c.Business Communication Page 21 . purpose. None of the above measures seem appropriate Multiple Choice Questions . If the target audience of a message is large and dispersed geographically. Mr. a. the staff should not feel demotivated or reprimanded. feedback d. He should issue a memorandum reprimanding his subordinates as a permanent record c. However. he also wants that after the discussion. none of the above 3. He should use oral communication as the conversation will be quick and easily handled b.5. context c. record retention b. oral b. confidentiality. none of the above 2. He should use oral communication as it will ensure that empathy is brought in the situation d. a. Tariq. a. He is concerned about few of his subordinates’ consistent substandard performance in the last few months. 1. Tariq is the head of internal audit at a large company.LO2. Your opinion is sought in this regard to help Mr. any of the above d. He is confused whether to have an oral discussion session or to issue an official memorandum. This works as a double edged sword as it helps in achieving ________ of the message but at the same time prevents _________ of the message between the sender and the listener. crux.

interviews. While telephonic conversations are convenient. memorandums d. Situation Composing his CV a. They are also being considered as brainstorming sessions. quick and hassle free. E. fax c. The person presiding a meeting is usually called a _________. Calling the firm to confirm the date and time of interview Multiple Choice Questions . a. grapevine. a. written confirmation of the conversation 4. memorandum b. meetings. explicit c.2: Explain and account for the basic forms of oral communication including. Filling out the application form b. and lecture/speech. a. Following is a list of situations which Saad will go through in the process of joining the firm. 1. Business meetings are becoming increasingly popular in today’s organisations. As an accountancy student. undocumented b. The recommendation in the question above caters to the disadvantage of oral communication being ________. editor b. none of the above 5. meeting executive c. minutes c. agenda . email d. telephone conversations. press release . While a meeting is a mode of oral communication. You are required to mention the medium and channel of communication in front of each of the situations. none of the above 2. advertisements b.5. a. it is recommended to follow a business telephonic conversation with a _______. chairman / chairperson d. managing director 3.g.Business Communication Medium Written Channel CV / Resume ______ ______ ____________ ____________ Page 22 . Saad is eager to join a reputed audit firm as a trainee. confidential d. proposals . negotiations.LO2. the documents which constitute the written form of communications preceding and succeeding a meeting are called _______ and __________ respectively. face to face communications.

a. the whole workforce is engaged in a heated debate regarding the changes about to be made in the organizational structure of GFL. after lunch time. Ghalib has been called to have a(n) _______ interview. intrapersonal c. a. intranet b. This news is likely to have been spread through the ___________ at GFL. Interestingly. Ghalib is confused as he thinks that interviews are part of recruitment process and is unable to understand why there would be an interview while leaving an employment. website Multiple Choice Questions . exit 7. Ghalib has been the senior finance manager at Cool Electronics (Pvt. Giving interview to the senior partner of audit firm e. there has been no official communication from the management in this regard. Today is a typical day at Green Fertilizers Limited (GFL). Filling out a MCQ test as part of induction g. He has given resignation from his employment with effect from last month. the HR officer asking him to join the senior manager HR for an interview. Mr. Signing the contract after successful interview Medium Written Channel CV / Resume ______ ____________ ______ ____________ ______ ____________ ______ ____________ ______ ____________ 6.Business Communication Page 23 . Discussing with his friends about the questions which are likely to be asked at the interview d. extranet c.E. goodbye d. Participating in a group discussion with other fellow training candidates f. interpersonal b. Situation Composing his CV c.) Limited. Mr. Mehreen. grapevine d. In your opinion. Mr. Today is his last day at work and he has received an email from Ms.g. However.

Business Communication Page 24 . Suddenly.LO2. Hina is the manager finance at Fresh Foods Limited. active d.5. Ms. Hina has no prior notice that she will be required to speak to the Board. none of the above Multiple Choice Questions . selective b.3: Contrast between speaking and listening skills. extemporaneous d. In this situation. the listening by the audience is said to be _________ listening. If the audience of a speech are positive towards the speaker and remain purposeful throughout the speech session. she will be giving the presentation to the Board using _________ method of oral delivery. impromptu c. 1. perceptive c. the CEO of the company walks in the finance department and asks Ms. memorization b. a. a. Hina to update the Board about the new IT system being implemented in the company for finance department. Ms. Today is the meeting of board of directors of her company. reading 2.

a. use of techniques to achieve a desired level of conflict d. Conflict management in organizational context is _________________.LO2. none of the above d. 1. both a and b Multiple Choice Questions . constructive approach to dealing with conflict situations through speech communication strategies of conflict resolution. all of the above 2. a. using confrontation to resolve the conflict b. Verbal communication skills of parties to the conflict play an important role in problem solving. none of the above 3. in terms of conflict management is best defined as ___________.5. keeping a strict tab on employees to avoid conflict b. assigning defined job descriptions to all employees to avoid conflict c. problem solving requires analytical skills b.4: Develop a personal. a. problem solving involves open discussion for conflict management c. both of the above d. withdrawal from the conflict c. Avoidance. This is because _________________.Business Communication Page 25 . A face to face conversation session to identify the source of conflict is called problem solving.

To adopt an even aggressive approach while tackling the audience 3. Hasan will be a ________ speech. In this scenario. persuasive d. a. Mr. In this regard.5.5: Explain the principles of preparing and delivering an effective public speech 1. Mr. To begin his speech by highlighting the areas of agreement b. To intently study the body movements of the audience d. it is essential for speakers to use supports for their arguments. informative b. none of the above 2. Hasan while delivering his speech? a. In the above situation. company specific c. a. helps the audience to accept speaker’s ideas d. His firm has submitted a proposal in response to a tender by the local government to construct inter-city roads. which advice will work best for Mr. For making a successful informative or persuasive speech to a large number of audience. To ignore the hostile attitude of his audience c. Doing so___________. Hasan is the senior marketing manager at Smooth Constructions. Mr. The said speech by Mr.LO2. Hasan is convinced that the representatives of local government will be hostile and skeptical towards his proposal. all of the above are true reasons Multiple Choice Questions . demonstrates the rational thinking behind the speaker’s thought process c. Hasan has to give a speech to sell his proposal. increases the credibility of the speaker b. he has been asked to brief the representatives of local government.Business Communication Page 26 .

6.Visual communication LEARNING OUTCOMES LO2.Business Communication Page 27 .SYLLABUS REFERENCE B6 .1: Assess the role of visual communication in simplifying and comparing information and illustrating trends and ideas. Multiple Choice Questions .

a. anagram 2.1: Assess the role of visual communication in simplifying and comparing information and illustrating trends and ideas. line chart b. bar chart 3. flowchart d. it is recommended to use a __________. To present an analysis of trends over a given time period. isogram d. pie chart c. a. A graph on which the vertical axis represents amount and the horizontal axis represents time is a _________. a. histogram d. line graph d. 1. line chart c. A systematic arrangement of data in columns and rows is a _________. pie chart c. bar chart 4. bar graph 5.Business Communication Page 28 . bar graph b. The best way to show how parts of a whole are distributed is a _______.LO2.6. histogram d. line graph b. a. table b. flowchart Multiple Choice Questions . pie graph c. pictograms b. histograms c. Data represented in the form of small pictures is called _____________. a.

Business Communication Page 29 .7.SYLLABUS REFERENCE B7 – Written communication LEARNING OUTCOMES LO2.7: Differentiate between different types of reports.7.8: Explain the contents of different types of reports. LO2. Multiple Choice Questions .

7: Differentiate between different types of reports. 1.8: Explain the contents of different types of reports. all of the above are generally accepted formats for report headings 4. the names and contacts of persons to whom the report will be circulated c. The format for the headings used in a short business report should mandatorily be ________ and have _________. parallelism b. Body. letter report b. Findings. In this regard. His company is planning to launch a new range of ready to wear garments in the market. Terminal Sections 2. none of the above 5. Analysis c. The three common sections of a short business report are __________. Recommendations. Mr. a. annual report c. Internal c. the material related to but not vital to report content d.7. The main difference between a letter report and a memorandum report is that __________. the technical details and analysis of report b. a. a. conference report 6. He has been asked by the Board of Directors to submit a report of work done to date in this regard. The appendix of a report contains ____________. Context. Sajjad is the Senior Sales Director at Galaxy Textile Mills Limited.7. Sajjad will be submitting a _______ report in response to the directors. _________ reports contain the summarized affairs of company activities and financial affairs and corresponds with the fiscal year of the company. a.Business Communication Page 30 . italicized . the former should not exceed three A4 pages b.LO2. syntax c. the latter should not contain an introduction c. progress report d. negotiations with different suppliers are underway. a. naturalism d. Mr. a. External d. in capital letters . Bibliography. the former is sent outside the organization d. Annual Multiple Choice Questions . Introduction. consistent. there is no such difference in the two 3. Summary. Tables d. LO2. Title. Periodic b. Recommendations b.

podcasting. LO3.2: Discuss the benefits and limitations of various types of electronic communication. discussion boards.2. messaging.SYLLABUS REFERENCE C1 and C2 LEARNING OUTCOMES LO3. Multiple Choice Questions .1 Explain the main features and practical use of social networking forums. blogs. video conferencing and email.2.Business Communication Page 31 .

not opting for the modern paperless office environment d. An organizational meeting via video conferencing reduces environmental pollution by _______________. messaging. podcasting. website about a single person or company b. going paper less for recording of minutes b. hackers and information leaks pose the biggest threats to _______________.2. 1. a recognized website for carrying out international trade c. Information security means _________. method for safe sharing of information on Facebook d.2. Making use of peripherals of large data capacity c. Information stored and transmitted electronically in an organization c. both a and b 5. none of the above 6. a portal supporting online payments between a buyer and seller Multiple Choice Questions . hiring a security officer for protection of data servers b.1: Explain the main features and practical use of social networking forums. Viruses. creation of information-security policies b. the security of information in an organization can be ensured. outsourcing information handling to a third party c. LO3. Via ___________.Business Communication Page 32 . Customers’ demographics of a multinational organization b. blogs. Emails between the CFO and CEO of an organization d. a. discussion boards. Storing data both physically and electronically d. using bio metric controls on vaults’ entrance 3. using ‘greener’ methods of convening a meeting c. a. A condition in which information inflow exceeds an individual’s processing capacity 2. a. preventing information from unauthorized access d.LO3. Storing information using main servers of IT infrastructure b. A web blog can be best defined as __________. Information overload is __________.2: Discuss the benefits and limitations of various types of electronic communication. design and implementation of effective controls c. a. a. eliminating the need of physical attendance of participants via air travel d. a. video conferencing and email. All of the above 4.

lack of firewalls b. instances of information overload 8.Business Communication Page 33 . communicating the news of laydownof500 employees of a large bank b. privacy concerns d. Which of the following situations is least likely to be communicated through an email? a.7. ordering office supplies from a stationery dealer d. slow internet connections c. Possibly _________are the biggest drawbacks associated with use of electronic communication a. congratulating a competitor on winning Export Trophy for the year Multiple Choice Questions . instructing employees to reduce wastage of electricity c.

3: Identify the information needs of the organization and its sources.2.Business Communication Page 34 .ANSWERS SYLLABUS REFERENCE A2 .Communication process LEARNING OUTCOMES LO1.4: Explain with simple examples the barriers to effective communication LO1. and usefulness for effective communication.6: Classify different types of communication networks and describe their influence on the communication process within an organization. LO1.2.2. levels. Multiple Choice Questions .2. LO1.5: Describe different methods of communication and also state their appropriate medium.

3: Identify the information needs of the organization and its sources. and usefulness for effective communication. b. e(ii) Multiple Choice Questions . annual reports etc. levels. 1. Internal sources: Company’s records External sources: Internet. a. b(i) . d.Business Communication Page 35 . Level: Strategic information 2. publically available information. a(v) . All of the above 3.LO1.2. d(iv). c(iii).

Source / Encoder / Sender = Ms.LO1. c.4: Explain with simple examples the barriers to effective communication 1.Business Communication Page 36 . expressions that are used by a particular profession are difficult for others to understand Multiple Choice Questions . Raza Message = Inquiry about budgeted profit and loss account Medium = Telephone call Method = Oral Barriers = Noise in the atmosphere and weak mobile signals Feedback = Negative feedback due to barriers to effective communication 2. Tahira Receiver / Decoder = Mr.2.

b. 6.5: Describe different methods of communication and also state their appropriate medium.Business Communication Method of Communication Visual Medium of Communication Videoconferencing Written Business proposal Written E-mail Written SMS Oral Face to face conversation Billboards Pictorial Page 37 . 5. oral 2. No Situation 1. Multiple Choice Questions . 3.2.LO1. Meeting of board of directors of Galaxy Limited using Skype. S. Business proposal submitted by Highfly Constructions to Sindh Government for construction of Karachi-Hyderabad motorway Email from Zain to his friend asking about course outline of business communication SMS sent by Fast Courier Service notifying customers of an increase in tariff Faris asking for exam registration procedure at ICAP facilitation centre Map of Expo Centre displayed at billboards across the city 2. 4. 1.

6: Classify different types of communication networks and describe their influence on the communication process within an organization. d. c. a. members of the same work group .2.Business Communication Page 38 . d.LO1. all of the above 4. coordination Multiple Choice Questions . downward communication 5. d. both b and c 3. an organization’s informal communication network 2. 1.

1: Develop an awareness and appreciation of the importance of intrapersonal communication. LO2.Business Communication Page 39 . perception and expectation.Nature of Intra-personal communication LEARNING OUTCOMES LO2.2: Identify the basic aspects of intrapersonal communication including selfconcept.1. Multiple Choice Questions .SYLLABUS REFERENCE B1 .1.

reading. 70 3.LO2.1. d.1: Develop an awareness and appreciation of the importance of intrapersonal communication. Writing. speaking and listening 2. 1.Business Communication Page 40 . motivational Multiple Choice Questions . d. a.

receiver’s own 2. 1. perception and expectation.Business Communication Page 41 .1. b. perception 3. stereotyping Multiple Choice Questions .LO2. b. a.2: Identify the basic aspects of intrapersonal communication including self-concept.

1: Identify the axioms of interpersonal communication LO2.2. LO2.4: Identify the role of communication conflict in intercultural relationships.2.6: Identify the elements and traits of ethics in interpersonal communication. Multiple Choice Questions .5: Explain the key ways to improve interpersonal skills.2.3: Determine the role of stereotypes in the communication process.2. LO2.2.SYLLABUS REFERENCE B2 – Nature of Interpersonal communication LEARNING OUTCOMES LO2.Business Communication Page 42 . LO2.2.2: Specify the purposes of interpersonal communication. LO2.

symmetrical 3. d.Business Communication Page 43 . c.1: Identify the axioms of interpersonal communication 1. d. communication is a process of adjustment Multiple Choice Questions .LO2. communication is irreversible 2.2.

a.2. c(iv) . d(ii) Multiple Choice Questions . 1. external communication 2.Business Communication Page 44 . a(iii) .LO2. b(i) .2: Specify the purposes of interpersonal communication.

Gender biasedness 2.3: Determine the role of stereotypes in the communication process.2.LO2. 1. d. diversity training programs Multiple Choice Questions .Business Communication Page 45 . c.

all of the above Multiple Choice Questions .Business Communication Page 46 . d. all of the above 2.4: Identify the role of communication conflict in intercultural relationships. d. d. rude 3.LO2. 1.2. misunderstandings in culture 4. a.

c.LO2. both a and b 2.2. supportiveness of the work environment Multiple Choice Questions . c. 1. more productive and motivated 3. d.Business Communication Page 47 .5: Explain the key ways to improve interpersonal skills.

Business Communication Page 48 . 1. downward Multiple Choice Questions . unethical advertising 3.2.LO2. all of the above 2. b. c. d.6: Identify the elements and traits of ethics in interpersonal communication.

3.3.2: Assess the effect of critical thinking over communication Multiple Choice Questions .SYLLABUS REFERENCE B3 – Critical Thinking LEARNING OUTCOMES LO2.Business Communication Page 49 .1: Explain the difference between creative thinking and critical thinking LO2.

ability to assess the known in different and wider perspectives 3. a. that the former is subjective and the latter is objective 4.LO2. all of the above 5. d. c.3. complete information is not available to the decision maker 2.3.2: Assess the effect of critical thinking over communication 1. all known information is analytically taken into account Multiple Choice Questions .Business Communication Page 50 . b.1: Explain the difference between creative thinking and critical thinking LO2. a.

SYLLABUS REFERENCE
B4 – Non-verbal Communication

LEARNING OUTCOMES
LO2.4.1:

Identify forms of non-verbal communication including facial expressions,
posture, gestures, eye contact, voice and touch.

LO2.4.2:

Explain the uses of non-verbal messages.

Multiple Choice Questions - Business Communication

Page 51

LO2.4.1:

Identify forms of non-verbal communication including facial
expressions, posture, gestures, eye contact, voice and
touch.

LO2.4.2:

Explain the uses of non-verbal messages.

1.

b. non-verbal

2.

a. movement of part of the body, especially a hand or the head

3.

a. speed of speaking, gesture, and facial expressions

4.

a. trust and honesty

Multiple Choice Questions - Business Communication

Page 52

SYLLABUS REFERENCE
B5 - Verbal Communication

LEARNING OUTCOMES
LO2.5.1:

Contrast between oral and written communication.

LO2.5.2:

Explain and account for the basic forms of oral communication including; face
to face communications, interviews, telephone conversations, grapevine,
negotiations, meetings, lecture/speech.

LO2.5.3:

Contrast between speaking and listening skills.

LO2.5.4:

Develop a personal, constructive approach to dealing with conflict situations
through speech communication strategies of conflict resolution.

LO2.5.5:

Explain the principles of preparing and delivering an effective public speech

Multiple Choice Questions - Business Communication

Page 53

confidentiality.1: Contrast between oral and written communication. He should use oral communication as it will ensure that empathy is brought in the situation Multiple Choice Questions . record retention 2.5. written 3. a. 1.Business Communication Page 54 .LO2. c. b.

Filling out a MCQ test as part of induction g.5. interviews. Situation Composing his CV E. c. Giving interview to the senior partner of audit firm e. b. Calling the firm to confirm the date and time of interview c. agenda . negotiations.LO2. grapevine Multiple Choice Questions . and lecture/speech. a. d. Participating in a group discussion with other fellow training candidates f. c. d. Discussing with his friends about the questions which are likely to be asked at the interview d. written confirmation of the conversation 4. meetings.Business Communication Medium Written Channel CV / Resume Written Oral Standardized form Telephone call Oral Face to face Oral Interview Oral Panel discussion Written Test paper Written Training contract Page 55 . chairman / chairperson 3. face to face communications.g. minutes 2. Signing the contract after successful interview 6. grapevine. a.2: Explain and account for the basic forms of oral communication including. telephone conversations. Filling out the application form b. 1. exit 7. undocumented 5.

c.3: Contrast between speaking and listening skills. active Multiple Choice Questions .5. impromptu 2. 1. b.Business Communication Page 56 .LO2.

c. 1. use of techniques to achieve a desired level of conflict 2. b.LO2. problem solving involves open discussion for conflict management Multiple Choice Questions . withdrawal from the conflict 3.5.Business Communication Page 57 . b.4: Develop a personal. constructive approach to dealing with conflict situations through speech communication strategies of conflict resolution.

a.5: Explain the principles of preparing and delivering an effective public speech 1.5. c. persuasive 2.Business Communication Page 58 . all of the above are true reasons Multiple Choice Questions . d. To begin his speech by highlighting the areas of agreement 3.LO2.

1: Assess the role of visual communication in simplifying and comparing information and illustrating trends and ideas.6.Business Communication Page 59 .Visual communication LEARNING OUTCOMES LO2. Multiple Choice Questions .SYLLABUS REFERENCE B6 .

pictograms 2.1: Assess the role of visual communication in simplifying and comparing information and illustrating trends and ideas. table 5. a. 1.LO2. line graph 3. pie chart 4. a.Business Communication Page 60 . b.6. bar graph Multiple Choice Questions . a. a.

LO2.8: Explain the contents of different types of reports.SYLLABUS REFERENCE B7 – Written communication LEARNING OUTCOMES LO2.Business Communication Page 61 .7.7. Multiple Choice Questions .7: Differentiate between different types of reports.

8: Explain the contents of different types of reports.7. the material related to but not vital to report content 5. c. c. d. Annual Multiple Choice Questions .7: Differentiate between different types of reports. c. Terminal Sections 2. Body. 1.Business Communication Page 62 . a. the former is sent outside the organization 3.LO2.7. parallelism 4. d. consistent. progress report 6. Introduction. LO2.

2.SYLLABUS REFERENCE C1 and C2 LEARNING OUTCOMES LO3. messaging. blogs.Business Communication Page 63 . Multiple Choice Questions .2. LO3. discussion boards. video conferencing and email.2: Discuss the benefits and limitations of various types of electronic communication. podcasting.1 Explain the main features and practical use of social networking forums.

Business Communication Page 64 .2. both a and b 5.2: Discuss the benefits and limitations of various types of electronic communication. eliminating the need of physical attendance of participants via air travel 6. discussion boards. d. a. website about a single person or company 7. A condition in which information inflow exceeds an individual’s processing capacity 2. 1. video conferencing and email. c. c.2. preventing information from unauthorized access 3. c. communicating the news of laydownof500 employees of a large bank Multiple Choice Questions . LO3. d. a. podcasting.LO3.1: Explain the main features and practical use of social networking forums. d. messaging. blogs. privacy concerns 8. All of the above 4.