MULTIMEDIA OD) UNIVERSITY MULTIMEDIA UNIVERSITY FINAL EXAMINATION ‘TRIMESTER 2, 2013/2014 BAE 1044 — ENGLISH FOR BUSINESS COMMUNICATION (All Sections) 19 FEBRUARY 2014 2.30 pm. ~ 4.30 p.m. (2 Hours) INSTRUCTIONS TO STUDENT 1, This question paper consists of EIGHT printed pages with 4 sections. . Answer ALL questions. 3. Shade your answers for Sections A and B on the OMR sheet. 4, Write your answers for Section C and Seetion D in the Answer Booklet.ARO ___ENGLISHFOR BUSINESS COMMUNICATION _19 FEBRUARY 2018 SECTION A: MULTIPLE CHOICE [20 MARKS] Instructions : Answer ALL questions in this section, 1. Elissa is sitting in class analyzing how well she understands the lecture. Elissa is communicating A. publicly B._impersonally C. _interpersonally D__ intrapersonally 2. Which of the following statements best describes paralanguage? A. Its main component is body language. B. Itinvolves the speaker's choice of words. It exists beside language and interacts with it. D__ Itean create a distinct impression of the speaker. Which of the following is NOT a characteristic of non-verbal communica A. Itenriches the verbal communication process. B. It includes meanings transmitted through facial expressions. C. It does not make use of oral processes, speech, or formal language. D__ Itis insignificant and should be ignored in the process of explaining and predicting behaviour. 4. There are many barriers in communication. Effective communicators overcome the main barriers by speaking, writing, listening and reading arranging words according to the rules of grammar using non-verbal communication to support and clarify verbal messages creating messages carefully, minimizing noise in the transmission process and facilitating feedback poR> 5, All of the following are guidelines for a chairperson to follow in meetings EXCEPT summarize periodically discourage side conversations make sure all participants know the scope of the group's power require each participant to express his or her opinion on major issues vos 6. Lucy is carefully reading her boss's e-mail message to determine what he wants her to do, She is involved in the part of the communication process. A. channel B. encoding C. decoding D. feedback Continued... ss 1/8BABIOs ~ ENGLISHLFOR AUSINESS COMMUNICATION _19. FEBRUARY 2014 7. ‘Towards the end of a lengthy lecture, your mind starts to wander and think about what your options are for lunch immediately after class. This interruption to the model of communication is referred to as A. physical B. physiological C. psychological D_ social context 8. Which of the following would be considered as an example of someone using haptic nonverbal communication? A. Jane taps Mia on the shoulder to get her attention B. Anna moves away from Jane to increase her personal space CC. Tony wears a nose ring, one earring, and tight t-shirts because he thinks they make him look sexy D_ Anna arrives early to her job interview to show her prospective employer that she is a responsible person 9, Constantly testing the limits of your company’s dress and grooming standards sends a strong signal that you A A. area strong advocate for worker’s rights B. donot understand or respect your company’s culture C. are a creative and independent thinker who is likely to generate lots of successful business ideas D. represent the leading edge of a new generation of enlightened workers who will redefine the workplace according to contemporary standards 10. Which of the following is an effective way to maintain the “you” attitude when. crafting negative messages? ‘A. Make it clear that you don’t enjoy giving out bad news, implying it without really coming out and saying it directly. B. Show respect for the reader by avoiding negative, accusatory language and emphasizing positives whenever possible. C. Show respect for the reader by ‘soft peddling’ the negative news, implying without really coming out and saying it directly. D. Make sure the reader clearly understands that he or she is at fault; after all, recognizing a mistake is a first step toward improvement. 11. All of the following statements regarding chronemics, or the use of time, are true EXCEPT ‘A. the way time is divided is an indication of the value placed on it B. a person can communicate nonverbally by being on time or being late C. the degree of control a person has over time changes with age and status D. across cultures, the attitude towards time is more universal than the attitude towards touch Continued... sibs 2/8BAELO4 [ENGLISH FOR BUSINESS COMMUNICATION. __19 FEBRUARY 2014 12. You have been committed to a project completion dated 1 of April. However you have developed a reputation for missing deadlines for projects you manage. Which of the following statements would do the best job of helping to rebuild your credibility? A. Thope that we will complete the project by 1" of April. B, We will not be fooling around this time; we will be finished by April 1" C. [plan to work extra hard this time to make sure we will meet the I of April deadline. D. After analyzing past projects, | now realize that a failure to clarify project objectives up front created significant delays down the line. In order to meet the 1" April deadline, I will make sure to clarify the objectives as soon as the team assembles. 13, Which of the following should you NOT do in the close of a job interview? A. Show enthusiasm for the job. B. State why you are a good match for the job, CC. Give a final explanation for the weakness that you have. D. Ask the interviewer when the company plans to make a hiring decision 14, Which of the following is an example of nonverbal communication? A. Apphone call from an attorney to a client. B. A company logo designed to project the organization's image. C, Anonline blog where employees in different cities can share ideas, D. An email message reminding employees of an upcoming staff meeting. 15. Using one’s own values, belief, ideas, and expectations to assign meaning to sounds and words is called in the listening process. A. receiving B. evaluating C. interpreting D. analyzing 16. A resume is different from a job application letter in that it explains controversial material in a positive way uses short parallel phrases and sentence fragments, shows that the job candidate has knowledge of the organization is adapted to the needs of a particular organization rather than to a position pop 17. Secondary research is ‘A. generally used as unpaid research B. generally used afier primary research C._ generally used before primary research 1D. generally used at the same time as the primary research Continued ... oss 378Bago __HNGLISHLEOR BUSINESS COMMUNICATION. _19 FEBRUARY 2014 18. How should you respond to the request, "Tell me about your accomplishments or abilities?” A. Briefly list the jobs you have held throughout your career, highlighting the progression in job titles and compensation. B. Quickly summarize educational degrecs or certificates then state your prior job titles and employers in chronological order. C. Emphasize your strengths wherever you have them, being sure to include people skills, job knowledge, and the tools you have learned to use. D. Describe the accomplishments or abilities that would be of the most value to the employer and give specific examples of having before used them. 19. Which of the following would be the BEST strategy to follow in the opening paragraph of a memo announcing the decision to upgrade all of the computers in the sales department? A. Stress that the decision has been made to benefit the employees. B. State that the computers will be replaced and give the date when the new ones will be replaced. C. Explain the reason for the decision so employees will have the necessary background to understand the decision itself. D. Build goodwill by apologizing for the fact that employees will be inconvenienced because they will have to back up all of their data, 20. Why is it important to anticipate objections when planning and writing persuasive messages? A. You are legally required to anticipate objections when planning and writing persuasive messages. B. By anticipating potential objections, you have the opportunity to address them in a persuasive manner before the audience settles on a firm no answer. CC. By anticipating potential objections, you have the opportunity to explain to audience members why they are viewing the situation wrongly. D. By anticipating potential objections, you can explain to the audience all the negative consequences of accepting your message. Continued... oss 4/8 - _ -arose [ENGLISH FOR BUSINESS COMMUNICATION _____19 FEBRUARY 2014 SECTION B: TRUE/FALSE [10 MARKS] Instructions : Answer ALL questions in this section, Shade (A) if the statement is ‘TRUE and (B) if the statement is FALSE 21, Without the face to face element of communication, you lose body language cues such as someone crossing their arms indicating a barrier between you, averting their gaze to indicate disbelief or touching their face indicating deceit 22. An executive summary should include only the findings rather than the purpose, conclusions, and recommendations of a report. 23. Working as a team and being able to identify individual responsibility is a potential means of limiting the free rider effect. 24. An email is a better channel choice if you need to smooth over disagreements or convey enthusiasm, warmth, or other emotion, 25. Coca Cola and Pepsi produce primary data when they stage taste test and record the reactions of consumers. These same set of data become secondary after they have been published and a reporter uses them in an article about soft drinks. 26. Ata meeting, under ‘matters arising’, any action that has been taken in response to the previous meeting should be reported and any disputes pertaining to it can be reopened. 27. Self-reflection, planning, interpreting ideas, and taking time to think are features of intrapersonal communication. 28. In drafting a negative performance review, you not only give the employee feedback ‘on past performance but also help the person develop a plan to improve future performance 29. Lf people at your firm tell you that you have a great speaking voice because during your sales presentations you expressed your feelings by making your voice higher or lower, they are referring to the vocal characteristic known as tempo. 30. When attending an interview, dress in an eye catching style that will make a lasting impression on the interviewer. 31. In the workplace you can send positive nonverbal message by being on time for ‘meetings and appointments, staying on tasks during meetings, and giving ample time to appropriate projects and individuals. Continued... ss 378AEIOW _ENGLISH FOR BUSINESS COMMUNICATION _19 FEBRUARY 2014 32. Encoding and decoding process occur when a parent talks to a child whose eyes are closed and whose ears are covered by stereo headphones. 33. A manager who creates an open office space with few partitions separating workers desks seeks to encourage an unrestricted flow of communication and work among areas. 34, Passive communication is conveyed to others by # hesitant, tentative voice with an apologetic tone. An example of what a passive communicator might say include, “Go ahead with Sean’s recommendation, My idea wasn’t that good anyway”. 35 An ethical persuasive message shows the readers how an action or product will benefit them but does not try to persuade them with exaggerations or false promises 36. Withholding crucial information is a vital strategy when an organization communicates with the public in order for a company to avoid its reputation from being tarnished. 37. A resume’s structure can vary to suit the professional status and experience of individual candidates, though the common elements of all CVs are generally as follows: personal details, education, life experience, references, and personal objectives. 38. Decoding can be disrupted either internally by the receiver’s lack of attention to or bias against the sender or it can be disrupted externally by loud sounds, illegible ‘words or emotional reactions to certain terms, 39. Computer technology has been so well integrated into our personal and professional lives that concerns about the ability to create team spirit without face-to-face meetings is declining. 40. Subordinate employees describing progress in completing tasks, reporting roadblocks encountered, and suggesting methods for improving efficiency form the downward flow of communication of an organization. Continued... ass oieBAEIOM ENGLISHLFOR BUSINESS COMMUNICATION __19 FEBRUARY 2014 SECTION C: CASE STUDY [15 MARKS] Instructions: Read the following case and answer the questions that follow. Miriam is a graduate of a local business school and is currently looking for a sales position in women’s fashion, At the moment, she is frustrated with the job-getting process. So far, she has sent out 12 resumes with letters of application that have resulted in five interviews with local employers. She believes she has done very well in the interviews but so far there have been no offers. As a result, Miriam goes to her best friend and seeks her advice.” Her friend wants to know the questions asked during Miriam’s interviews, how well Miriam responded, the questions Miriam asked, and what she wore to the interviews. Miriam indicates that she answered all questions honestly. For example, when the interviewers asked what she would like to be doing five years from now, Miriam responded that she wanted to have her own dress boutique. She also brought up in all her interviews that she is engaged and that her fiancé will graduate from a local university in a few months. Miriam goes on to say that the interviewers were very thorough, that she had been nervous, and that she did not ask any questions. She further says that she wore the same type of clothing she always wear to classes — jeans, a shirt or sweater, and heels. a. Explain three mistakes done by Miriam in handling her interviews (3 marks) b. Suggest ways for Miriam to overcome her mistakes above. (6 marks) ©. Miriam should do a thorough preparation prior to attending an interview. Describe three suitable preparations for Miriam to conduct, in order to improve her performance during an interview? (6 marks) Continued... 778BAEIO __ENGLISHFOR BUSINESS COMMUNICATION ___19 pERRUARY 2014 SECTION D: WRITTEN COMMUNICATION [15 MARKS] Instructions : Write an e-mail of about 200 words based on the situation below. You have received an email below from Erlina, Ine company, one of your clients, informing of a visit by the company’s President. ‘The purpose of the visit is to discu further mutual cooperation between your company and Erlina’s company. Reply to the email to give the required details. You may also give other information about accommodation, itinerary of the visit or any other relevant information, You may invent necessary information. ntment for the Eth ee Ble Edt view Tools Table window Help Aiend | @ GBR) $$ & Boutons.. © HTM + (From... esi tienen a Insert Format (Bro. EdwerdMenles Bc. - - Goce... Linda smith anna a Sibject: _Appaintment For the Erne Present between Dec 4-7, 7 Dear Mr. Maples, ‘As per our earlier conversation, | am writing to schedule an appointment for our company's President, Ms. Nuvalle who is coming from New York on December 3. Would any time be convenient between December 4 and December 7? I would appreciate you letting me know as soon as possible the exact date and time 0 that we could, continue planning Ms. Nuvalle's visit. With best regards, Leslie Nidelman tEO Erling, Ine. 215 Ridgeway St New Orleans, LA70170 tel: (604) 632 7731; fax: G04) 532 732 Inidelmang@erlina.org, www.erlinaine. com wi i en sles a a REC TAK B e End of Paper oss sie