Part1: Multiple Choices: Choose the best answer from the given choices.

You can write your answer on a

separate paper or you can write it here.

1) Every human communication interaction, be it face-to-face, written, by telephone, or by other means,

has three critical components: Sending Communication, Receiving Communication and:

a) Response

b) Feedback

c) Comment

d) Criticism

2) Do you know someone who, when telling a story or relating some information, includes so much
irrelevant detail that you want to scream? To send effective messages, remember to focus only on
the_____ information, data or contexts.

a) applicable

b) related

c) appropriate

d) relevant

3) You would remind the employee how their actions drive company goals. Rather than focus your
communication on their failures, effective front-line leaders focus the conversation on:

a) consequences

b) marks

c) results

d) outcomes

4) Baseball Hall of Famer_____ is often credited for saying, “You can observe a lot just by watching.” The
same is true in communication.
a) Yogi Berra

b) Yoga Berra

c) Yogi Berri

d) Yoga Berri

5) As you create the message you need to transmit, ask yourself how this communication could
potentially drive overall company goals. For example, you might need to address a particular employee
on how to improve their:

a) shopper service

b) purchaser amenity

c) client facility

d) customer service

6) As you create and transmit your communication, watch for the reactions of your employees. Be
prepared to_____ of your employees and adjust communication to reach intended results.

a) speak the responses

b) read the reactions

c) deliver the replies

d) read the feedbacks

7) Most leaders think they are great in this skill. Without strong _____, you are doomed to be a very
mediocre supervisor of a team with low morale and low productivity.

a) communication skills

b) listening skills

c) attending skills

d) writing skills
8) The first component of communication is sending communications. Communication scholars refer to
this as: ______, a message;

a) encoding

b) training

c) encrypting

d) programming

9) This is the most important component of sending messages. Remember to always observe this, the
ultimate outcome of the communication, in your mind as you communicate with your employees,
colleagues and senior managers.

a) Avoid Irrelevant Details

b) Read Reactions

c) Focus on Results

d) Structure the Message

10) You may find this a bit elementary, but you would be amazed at how many well-meaning leaders
engage their mouths before their brains. This key component is:

a) Focus on Results

b) Avoid Irrelevant Details

c) Structure the Message

d) Think Before You Speak

11) Destructive, mean-spirited, intimidating, or demeaning feedback destroys morale, team spirit and
productivity. Moreover, it destroys your ability to effectively lead your team to achieve great results.

a) Non-Judgmental

b) Focus on behavior—not personality

c) Concise
d) Constructive

12) Even though you may think an employee is an unmitigated jerk, feedback should focus on their
behaviors. Why? Because people can change behaviors.

a) Constructive

b) Focus on behavior—not personality

c) Concise

d) Non-Judgmental

13) After sending the message and receiving a response, it is time to offer feedback to complete the
communication process. Interestingly, feedback has two parts:

a) Avoid Irrelevant Details

b) clear purpose

c) giving and receiving

d) Structure the Message for the Receiver

14) Suspend your internal decisions and focus only on the issue at hand. For example, you may not
approve of a particular employee’s hairdo, choice of jewelry, style of music or even lifestyle choice.

a) Focus on behavior—not personality

b) Concise

c) Constructive

d) Non-Judgmental

15) Every message you send should have a_____. For example, your outcome could be reaching a
specific goal, solving a customer issue, giving information, seeking information, relationship building,
etc.

a) giving and receiving

b) clear purpose

c) Structure the Message for the Receiver

d) Avoid Irrelevant Details

16) refers to words that mislead the reader and cause communication breakdown. It may also result in
barriers being erected between the writer and the reader.

a) Verbosity

b) Confusing language

c) Poor sentence structure

d) Information overload

17) A message is only considered successfully communicated when both the sender and the receiver
perceive and understand it in:

a) the matching way

b) the equivalent way

c) the same way

d) the analogous way

18) communication has been defined as the act of giving, receiving or exchanging information, ideas and
opinions so that the message is completely understood by:

a) every party

b) one party

c) both parties

d) all parties

19) Communication is a_____. However, while most people are born with the physical ability to talk, not
all can communicate well unless they make special efforts to develop and refine this skill further.
a) cultured ability

b) learned skill

c) scholarly expertise

d) learnt talent

20) Avoid words which are ambiguous, bombastic, vague, sexist, exaggerated, inflated and archaic.
Remember to write in plain, good English.

a) Information overload

b) Poor sentence structure

c) Verbosity

d) Confusing language

21) The sender and receiver of a message may be of equal status within a hierarchy (e.g. managers in an
organization) or they may be at different levels (e.g. manager/employee, lecturer/student, business
owner/clients).

a) Cultural Differences

b) Status/Role

c) Communication Channels

d) Use of Language

22) means the use of too many words, so much so that they interfere with understanding. If this
persists, it may antagonize, confuse, and bore the reader.

a) Verbosity

b) Confusing language

c) Poor sentence structure

d) Information overload
23) To improve the use of this way of communication, observe people, pay attention to differences
between people and group interactions, rely on signals that match your words, and rely on body
language to show positive feelings.

a) unwritten signal

b) written signal

c) nonverbal signal

d) verbal signal

24) both within or outside the organization (for example, inter-departmental dealings and
communication with outside organizations or ethnic minorities) may impede the communication
process.

a) Status/Role

b) cultural differences,

c) Disabilities

d) Known or Unknown Receiver

25) often leads to fragmented writing and choppy sentences that impede understanding.

a) Information overload

b) Verbosity

c) Poor sentence structure

d) Confusing language

26) Improve the effectiveness of the communication process by relying on open body language like
having your arms uncrossed and being in an open stance.

a) nonverbal signals

b) verbal signal

c) written signal
d) unwritten signal

27) To write a good report, you need to know what you want to say. After you have decided on what
you want to say, list down all the points and arrange them in a logical and suitable sequence.

a) Revising

b) Writing

c) Editing

d) Planning

28) Try to keep your sentence(s) short and concise to ensure that they are correct, logical and easy to
understand. Word order is important for meaning.

a) Confusing language

b) Information overload

c) Poor sentence structure

d) Verbosity

29) are the one of the most important components of communicating topics that we are passionate
about. These signals include body movement, gestures, posture, vocal tone, body movements, eye
contact, breathing and muscle tension.

a) nonverbal signals

b) verbal signal

c) written signal

d) unwritten signal

30) This approach will ensure the clarity of your message and help you to avoid omitting relevant details.

a) Revising

b) Writing
c) Planning

d) Editing

Part-2: ESSAY.

A. The following are practical reasons behind the importance of communication skills for students.
Elaborate.

1. Communication skills help to learn more from teachers

2. The quality of being friendly with others

3. Communication skills help in career development

4. Enhancement in teamwork and collaborative attitude

B. How can you improve the communication of your workplace? In the following, are some of the
key areas where organizations can enhance and improve communication between their teams. Explain
or Elaborate each of them.

1. Include everyone
2. Listen and show empathy

3. Define Objectives and Expectations

4. Send your message clearly