BUSINESS COMMUNICATION

UNIT 1

The correct options are marked in bold:

1. The English word communication comes from the Latin word,

_________ which means to impart or participate or to transmit
a. Communicado
b. Commune
c. Communicare
d. Comoesso

2. _________ is the activity or process of sharing or exchanging ideas,

feelings, information, experience between two or more persons
a. Tagging
b. Communication
c. Stalking
d. Blocking

3. Communication occurs all the time and is an ______ activity.

a. Ongoing
b. Short-term
c. Long-term
d. Temporary

4. The term ―communication is __________, despite the fact that it is a

daily phenomenon
a. An amusing
b. Clear
c. Simple
d. Ambiguous

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5. Communication is the transfer of ________ and understanding from one
person to another
a. Diseases
b. Information
c. Gossip
d. Materials

6. ___________________ is a process which involves the transmission and

accurate replication of ideas ensured by feedback for the purpose of
eliciting actions which will accomplish organisational goals
a. Personal Communication
b. Sharing
c. Administrative communication
d. Friendly communication

7. All communication has some _________ which should be known to both

the sender and the receiver
a. Purpose
b. Sense
c. Thought
d. Unnecessary information

8. The Sender or Communicator is the ____ of the communication process.

a. How
b. What
c. When
d. Who

9. The sender plays an important role since he is the _______ of the

message
a. Problem
b. Source
c. End user

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 d. Interpreter

10. The sender controls the communication process in the sense that
he, firstly, decides to put across some idea, and selects the
______________ which he thinks will be most suitable to the receiver
and the situation
a. Receiver
b. The cellphone
c. medium or channel
d. writing equipment

11. The ________ is the WHAT of the process, and is an essential

element in the communication process
a. Message
b. Receiver
c. Sender
d. Medium

12. The message has to be formulated in some way to make it

possible for it to be put across. This process is called ___________
a. Transcoding
b. Transcribing
c. Typing
d. Encoding

13. _________ involves selecting, organizing information in a suitable

way
a. Encoding
b. Transcoding
c. Transcribing
d. Typing

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 14. A message must necessarily travel through a specific __________.
a. Tunnel
b. Channel
c. Receiver
d. Sender

15. Communication can be both ____________.

a. Interruptive & disruptive
b. Great and small
c. Verbal and non-verbal
d. Important and incomplete

16. The ________ is the person or group of persons to WHOM the

message is directed
a. Public
b. Receiver
c. Sender
d. The how

17. As the sender has to encode the message, that is, put it into some
form to facilitate communication, the receiver has to ______the
message
a. Decode
b. Encode
c. Describe
d. Guess

18. ________ plays an important part in the communication process,

because it is desired and expected by both the sender and the receiver
a. Text message
b. Feedback
c. Communication
d. Thought

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19. Feedback is very important in business. It is important for the
businessperson to know whether his/her clients and customers are
satisfied with the _____________
a. products and services
b. advertising efforts
c. marketing campaigns
d. logistic

20. The _________ process begins with an idea that arises in the mind of
a person
a. Feedback
b. Communication
c. Message rejection
d. Encoding

21. A ___________ means a hurdle, a disturbance, or an obstacle, in fact,

anything which interferes with or blocks the smooth flow of
communication
a. Wall
b. Window
c. Layer
d. Barrier

22. Today we live in an age of _______ communication; therefore,

communication, today, knows no national boundaries
a. Local
b. Global
c. Divisive
d. Fractured

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23. Cultural diversity and a multicultural work force have created the need
for _______________
a. Cultural sensitivity
b. Social media
c. Cross-cultural politics
d. Intercultural business communication

24. A problem of global communication is that developing nations are

unable to benefit fully from it, as they lack technology and suffer from
_______
a. Lack of interest
b. Financial constraints
c. Not knowing computers
d. Faulty electricity

25. Advances in _____ have facilitated the process of market globalization

a. Technology
b. Social media
c. Finance
d. Sports

26. The ________ ability to overcome time zone barriers, their speed,
frequency, multi-tasking and efficiency are simply laudable
a. Snail mail’s
b. electronic media‘s
c. telegram’s
d. word of mouth

27. _____________, broadly speaking, is to facilitate achieving the

objectives of an organization
a. Organisational communication
b. Navigational communication
c. Network communication

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 d. Encoding communication

28. Messages that move along predefined and regulated pathways

comprise _________
a. Informal communication
b. Casual conversations
c. Contrasting messages
d. Formal communication

29. As a general rule, all formal communication is ___________ and filed

and becomes a part of the organisation‘s record
a. Recorded
b. Discarded
c. Unrecorded
d. Secretive

30. In _______________, top management of an organization transmits

decisions taken by it, along with its intended goals, vision, culture and
ethics through various levels of authority
a. Upward communication
b. Downward Communication
c. Sideway communication
d. Wayward Communication

31. In Downward Communication, all decisions taken by the

______________ are passed down the ladder of authority for their
implementation
a. Mid-level management
b. Labour unions
c. Retailers
d. Top management

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32. Downward Communication It leads to efficient functioning of the
organisation and eliminates ____________
a. Wastage
b. Dissent
c. The middleman
d. Overtime at work

33. A hierarchical transmission of information delays _______________

under Downward Communication
a. implementation of decisions
b. salaries
c. messages
d. information

34. Communication from lower levels of an organization to the top is

called _______________
a. Upward communication
b. Downward Communication
c. Sideway communication
d. Wayward Communication

35. Upward communication is needed to forward ____________

a. Decisions of the board
b. employee-feedback
c. company turnover
d. sales figures

36. Upward communications create a sense of belonging among

employees through ____________
a. Incentives
b. Participation
c. Hard work
d. Pay cuts

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37. Suggestion schemes, complaints, grievance-procedures,
counselling, open door policy, exit interviews are some of the common
modes of __________ communication
a. Upward
b. Downward
c. Sidewards
d. Open-door

38. In upward communication, ______________ feel valued as part of

organisational decision-making, and their participation becomes
constructive
a. Retailers
b. Wholesalers
c. Consumers
d. Employees

39. Upward communication may not fetch results if ___________ fail

to take initiative and participate in the decision making
a. The board of directors
b. Subordinates
c. The CEO
d. Customers

40. Most organisations follow a __________ process which is a

healthy mix of Downward and Upward Communication
a. Sideward Communication
b. Vertical Communication
c. Horizontal Communication
d. Tiltward communication

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41. ___________ is communication that takes place between
employees belonging to the same or comparable status for example
Communication between two marketing managers
a. Horizontal communication
b. Sideward Communication
c. Vertical Communication
d. Downward Communication

42. _______________ helps in clarifying doubts, taking quick

decisions and eliminating mistrust that may hamper the pace of work in
an organization
a. Horizontal communication
b. Sideward Communication
c. Vertical Communication
d. Downward Communication

43. Horizontal communication needs to be monitored, as its

____________ can invite problems for the organization
a. Simplicity
b. Model
c. Ambiguity
d. Uncontrolled transmission

44. _______________ communication takes place when individuals

from different levels interact with one another, outside their reporting
relationships
a. Horizontal communication
b. Sideward Communication
c. Vertical Communication
d. Diagonal or crosswise

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45. For diagonal communication to be effective, the organization needs
to create an atmosphere of ___________
a. Fear
b. Trust and transparency
c. formal behaviour
d. casual behaviour

46. Diagonal communication, though useful, has the basic

disadvantages of ______________ and leakage of information
a. psychological resistance
b. physiological resistance
c. storage of information
d. uncooperating employees

47. _____________ is an unofficial circulation that makes the rounds

in an organization and, though it lacks credence, the receiver finds it
hard to resist.
a. Grapefruit
b. Grapevine
c. Grootvine
d. Grapefine

48. Equipping employees with the right kind of information helps to

__________ them
a. Motivate
b. Empower
c. Fire
d. Upskill

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49. _____________ is an effort to influence the mind, belief system or
attitude of a person and to bring about the desired change in his
behaviour
a. Persuasion
b. Coaxing
c. Motivating
d. Threatening

50. Persuasion works only when it appeals to the receiver‘s _____

a. Brain
b. Heart
c. Friends
d. sense of reason

51. An employee feels _________ when his effort goes unnoticed and
unrewarded, when s/he is unable to fulfill personal goals
a. Excited
b. Ignored
c. Demotivated
d. Motivated

52. Poor morale results from ____________ on account of its failure

to provide basic work standards
a. distrust in management
b. distrust in spouse
c. distrust in employees
d. distrust in colleagues

53. A __________ makes the employee aware of the seriousness of

his offence, and he can choose to correct his ways and if not then s/he
is terminated
a. Oral warning
b. written memo

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 c. informal note
d. casual chat

54. Language uses spoken and written words; therefore __________

includes oral and written communication
a. Informal communication
b. Non-verbal communication
c. Verbal communication
d. Sign language

55. The length of the oral message has a lot to do with its success. The
message must aim for just the right_____, neither too short nor too long
a. Length
b. Breadth
c. Tone of voice
d. Big words

56. Attention must be paid to volume, pitch, speed of speaking and

correct _____ of words
a. Choice
b. Length
c. Number
d. Pronunciation

57. ___________ provides immediate feedback from the receiver.

The sender gets the receiver‘s response immediately, even on the
telephone
a. Oral Communication
b. Written Communication
c. Non-verbal Communication
d. SMS

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58. ____________ can be communicated when subjects of a delicate
and secretive nature cannot be written, one can take recourse to oral
communication
a. Thoughts
b. Ideas
c. Confidential messages
d. Gossip

59. Oral Communication lacks ________. We cannot fix responsibility

and the speaker can deny that he said something
a. Clarity
b. Interpretation
c. Knowledge
d. Accountability

60. ________ communication takes place when two or more people

meet personally
a. Oral
b. Face-to-face
c. Written
d. Downward

61. ______ communication is the expression of language by means of

visible signs
a. Written
b. Oral
c. Face-to-face
d. Telephonic

62. Written communication aids memory and __________

a. Health
b. Retention
c. Goals

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 d. Brain

63. Written documents are always signed; hence it is possible to fix

_________ on a certain person or group of persons
a. Blame
b. Ideas
c. Credit
d. Responsibility

64. Written communication is essentially _______ in nature and

cannot have the warmth and personal touch of oral communication
a. Rigid
b. Formal
c. Informal
d. Flexible

65. _____ communication is communication without words

a. Non-Verbal
b. Verbal
c. Downward
d. Upward

66. Body language or _________ is a vital part of communication and

includes several factors like facial expressions, eye contact, gestures
a. Paralanguage
b. Silence
c. Kinesics
d. Phycilaity

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67. ___________ often reveal the true feelings of a person, even
when his words are saying something else
a. Facial expressions
b. Eyes
c. Words
d. Thoughts

68. A _______ is an action of the hand, head or body, which conveys

a message
a. Sign language
b. Smile
c. Gesture
d. Embrace

69. ________ says a lot about a person’s personality, her/his mood

and general nature.
a. Posture
b. Facial expression
c. Gestures
d. Looks

70. _______ can be called the language of space

a. Placemics
b. Gesticulations
c. Kinesics
d. Proxemics

71. ____________ includes pitch, volume, intonation, and such non-

verbal elements of communication which modify meaning and convey
emotion
a. Silence
b. Paralanguage
c. Gesticulations

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 d. Kinesics

72. ___________ can be used to convey agreement or disagreement,

approval or disapproval, anger, shyness, sympathy or respect
a. Silence
b. Paralanguage
c. Gesticulations
d. Kinesics

73. Posters are a combination of verbal and non-verbal factors,

because they consist of _______
a. Signs
b. Symbols
c. Words
d. pictures as well as words

74. In a poster a _____ is the written matter, which gives necessary

details
a. Copy
b. Signs
c. Alphabets
d. Silence

75. Colours being symbolic, the same colour may mean different
things in__________. For example, an Indian bride wears red, but a bride
in a western country wears white
a. Different days
b. India
c. Different cultures
d. Communication

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76. ____________ is now a basic requirement in almost all fields, and
business organizations need to change their structures and systems to
incorporate these new methods
a. Matriculation
b. Computer literacy
c. Working out
d. An MBA

77. The two main cellular systems in operation are __________, and
CDMA – Code-Division Multiple Access
a. MMS
b. Short messaging service
c. Whatsapp
d. GSM – Global System for Mobile Communications

78. __________ are digital phones which connect directly to a

computer network
a. Ethereal Phones
b. Ethernet Phones
c. Intranet phones
d. Beetel Phones

79. In an organization, when we answer a phone call, we must first

______________ – our company‘s name, department and so on
a. Comb our hair
b. Take a notepad
c. Trace the number of the caller
d. announce ourselves

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80. A telephone call does not have legal validity – a telephonic talk
cannot be used as __________
a. A communication method
b. Legal proof
c. A cellphone is
d. Formal mode of communication

81. Fax machines can transmit documents across the world through
_______
a. Satellite networks
b. Word of mouth
c. Electricity
d. Telepathy

82. The net can put us on an ___________, where we can study for a
degree or diploma, advertise goods and services, conduct meetings
online
a. Addiction
b. Opportunity plane
c. Information Superhighway
d. Rush

83. ___________ enable face-to-face communication between

people who are far away from each other
a. Videoconferences
b. Telephone
c. Email
d. Telegram

84. __________ is a private internal network within an organization,

meant only for its own employees
a. Extranet
b. Intranet

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 c. Internet
d. LAN

85. __________ is just an external intranet, which allows certain

authorized people from outside the organization to enter the network
by using a password
a. Internet
b. Extranote
c. WAN
d. Extranet

86. In the process of communication, it is necessary that the sender‘s

message is not only received but also ________, because it ensures
proper feedback
a. Forwarded
b. Understood
c. Misunderstood
d. Distributed

87. _______ barriers can be caused by environmental factors like

noise, time and distance
a. Mental
b. Biological
c. Psychological
d. Physical

88. ______ becomes a physical barrier when people have to

communicate across different time zones in different countries
a. Time
b. Mountain ranges
c. Noise
d. Technology

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89. ___________ words are clear in their meaning and therefore do
not create barriers – such as words like boy, chair, garden etc.
a. Semantic
b. Extensional
c. Intentional
d. External

90. ________ words are words that describe and they can be
understood differently by different people, according to the meaning that
a person gives to the word
a. Semantic
b. Extensional
c. Intentional
d. External

91. _____ can be created when we come across words, which have
the same sound when pronounced, but which mean very different
things. Example: words like fair and fare
a. Barriers
b. Bonds
c. Friends
d. Layers

92. ____________ barriers are created in the mind

a. Semantic
b. Extensional
c. Psychological
d. External

93. A __________ is an opinion held by a person for which there is no

rational basis or valid reason
a. Idea
b. Thought

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 c. Advertorial
d. Prejudice

94. Either we like a person so much that we can find no shortcomings

in her/him, or we dislike someone so much that we can see nothing good
in her/him. This is called the _________
a. Jio effect
b. Halo Effect
c. Angel effect
d. Perfect Effect

95. _________ can create a barrier because we accept or reject

communication which is compatible with our self-image
a. Self-image
b. Halo effect
c. Personality
d. Ego

96. A ____________ is one which refuses to accept an idea or opinion

on a subject, because it is different from his idea
a. Closed mind
b. Open mind
c. Narcissistic
d. Stubborn person

97. A closed mind may be the result of some ________ or just habit
and is very difficult to remove this psychological barrier.
a. Ego
b. Illiteracy
c. Black magic
d. Past experience

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98. Sometimes the receiver may not pay attention to the sender‘s
message, or he may be too __________ to hear the message fully and
properly.
a. Egoistic
b. Impatient
c. Lazy
d. Naïve

99. People who come from a _________ where time is very valuable
will be impatient with those who come from a _________ with an
easygoing attitude towards time
a. Culture
b. Home
c. Certain region
d. Physical attributes

100. _________ barriers are comparatively easier to overcome

a. Language
b. Mental
c. Physical
d. Cultural

101. Language or ___________ Barriers can be overcome if the sender

and the receiver choose a language which both of them understand very
well
a. Semantic
b. Mental
c. Physical
d. Cultural

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102. Training oneself to listen to different views, exposing oneself to
different environments help in broadening one‘s outlook and
_________ multiple views
a. Avoiding
b. Thinking about
c. Cultivating tolerance to
d. reluctantly accepting

103. While dealing with psychological or cross-cultural barriers the

sender should make it a point to use language that is __________ and
correct
a. politically neutral
b. polite
c. filled with jargon
d. simple

104. We cannot listen unless someone has said something or provided

some ________
a. Context
b. aural stimulus
c. loud noises
d. non-verbal stimulus

105. hearing is merely being aware of some sound impinging on our

ears, ______ is a conscious effort involving mental activity
a. speaking
b. pretending to hear
c. singing
d. listening

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106. Second Language Acquisition researchers recognize the
significance of the __________: the initial stage in the process of
language acquisition
a. silent period
b. mourning period
c. speaking period
d. pondering period

107. At the managerial level, being a good listener is even more

important, since managers need to understand the emotional impact of
a situation as much as the _________
a. technical details
b. message details
c. benefits
d. rational impact

108. The listener has to focus his attention on the message to the
exclusion of all other sounds that may be present in the immediate
surroundings. This is called:
a. Hearing
b. Receiving
c. Attending
d. Recollecting

109. The listener makes a critical analysis of the information received,

judging whether the ―message makes sense while separating fact
from opinion. This is called:
a. Attending
b. Recollecting
c. Responding
d. Evaluating

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110. The listener gives a verbal or nonverbal response to the speaker,
and takes action accordingly. This is called:
a. Attending
b. Recollecting
c. Responding
d. Evaluating

111. __________ happens when the listener is confused about the

actual meaning of a word, as the word has different meanings.
a. Clarity distraction
b. Semantic distraction
c. Physical distraction
d. Defensive distraction

112. ___________ happens when the speaker‘s views challenge the

listener‘s beliefs
a. Defensive listening
b. Semantic listening
c. Reluctant listening
d. Partial listening

113. ______________: The listener may be exposed to too many words

or points and, therefore, be unable to take in everything.
a. Semantic listening
b. Reluctant listening
c. Partial listening
d. Information overload

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114. the speaking rate is 125 – 150 words per minute, whereas the
thinking rate is ______ words per minute
a. 200
b. 300
c. 400
d. 500

115. The natural ______________ for human beings is short and is not
easy to rectify
a. attention span
b. life
c. height
d. desire

116. A good listener focus on the content, ______, and argument of

the message.
a. Message
b. Idea
c. Thoughts
d. Intent

117. By adopting _____________, the listener puts the speaker at his

ease and places him in a better position to formulate and express his
ideas
a. Interactive stance
b. an alert listening pose
c. positive attitude
d. eagerness

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118. The listener should learn to differentiate between argument and
_______
a. Politeness
b. Logic
c. Evidence
d. Debate

119. The experience of listening is more rewarding if the listener is

________ and interested
a. Not bored
b. Motivated
c. Smart
d. Young

120. ________ listening is we empathizing with the speaker, and

understanding things from her/his point of view
a. Empathic
b. Pathetic
c. Coaxial
d. Cordial

121. Under ________ listening, the listener pays attention to the

content, and makes decisions regarding the taking of notes
a. Empathic
b. Informational
c. Coaxial
d. Cordial

122. ________ listening is where we are exposed to a great deal of

material intended to persuade us to accept the speaker‘s point of view
a. Empathic
b. Reluctant
c. Evaluative
d. Critical

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123. ________ Listening: We use this form of listening when we listen
to our favourite music or watch an enjoyable television programme
a. Appreciative
b. Evaluative
c. Critical
d. Empathic

124. ________ listening: This is when we listen critically and

analytically, carefully considering the topic of the argument, the
intentions of the speaker
a. Appreciative
b. Evaluative
c. Critical
d. Empathic

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