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IIBM Institute
of
Business Management
Examination Paper MM.100
Business Communication
Section A: Objective Type
(30
marks)
Part one: Multiple choices:
1. _is an essential function of Business
Organizations:
b.
Communication
2. Physiological Barriers of
listening are:
a.Hearing impairment
3. Which
presentation tend to make
you speak more quickly than usual:
b.
Oral
4. What is the main function of Business
Communication:
a. Sincerity
b. Positive language
c. Persuasion
d.
Ethical standard
5. The responsibilities of the office manager in a firm that produces electronics spares
is:
a.
Everything in the office runs efficiently
b. Furniture and
other equipment in
the
office is adequate
c. Processing all the incoming official mail and responding to some
d. All of the
above
6. Labov’s Storytelling Model based on:
a. Communication through
speech b. Language learning
c. Group Discussions
d. None
of the above
7. Diagonal
Communication is basically the:
a. Communication across boundaries
b. Communication between the
CEO and the managers
c. Communication through
body
language
d. Communication within a department
8. How to
make
Oral Communication
Effective?
a. By Clarity
b. By Brevity
c. By Right words
d. All of the above
9. Direct Eye
contact of more
than
10 seconds can create:
a. Discomfort &
Anxiety
b. Emotional relationship between
listeners and speakers
c. Excitement
d. None
of the above
10. Encoding means:
a. Transmission b.
Perception
c. Ideation
d. None
of the above
Part Two:
1. Define Communication.
How
can you classify Communication
2. Explain
‘Space Language’.
3. Differentiate between
good
listeners
and bad listeners.
4. What are
the
different types of Business
Reports?
5. What is Synopsis?
END OF
SECTION A
Section B: Case lets (40 marks)
· This
section consists
of
Case lets.
· Answer all the questions.
· Each
Case let carries 20 marks.
· Detailed information should form the part of your answer (Word limit 150 to
200 words).
Case let 1
Mr. and Mrs. Sharma went to Woodlands Apparel to buy
a shirt. Mr. Sharma did not read the price
tag on the piece selected by him. At the counter, while making
the
payment he asked for the price. Rs. 950 was the
answer.
Meanwhile, Mrs. Sharma, who was still shopping came back and joined her husband. She was glad that he had
selected a nice black shirt for himself.
She pointed out that there was a 25% discount on that item. The counter person nodded in agreement.
Mr. Sharma was thrilled to hear that “It means the price of this shirt is just Rs. 712. That’s fantastic”, said
Mr.
Sharma.
He decided to
buy one more shirt in
blue color.
In no time, he returned with the second shirt and asked them to be packed. When he received the cash
memo for payment, he was astonished to
find that he had
to pay Rs. 1,900
and Rs. 1,424.
Mr. Sharma could hardly
reconcile himself to the fact that the counter person had quoted the discounted
price
which
was Rs. 950. The original price printed on the price tag was
Rs. 1,266.
Questions
1. What should Mr. Sharma
have done to avoid
the misunderstanding?
2. Discuss
the main features
involved
in this
case.
Case let 2
I don’t want to speak to you. Connect me to your boss in the US,” hissed
the
American on the phone.
The
young girl at a Bangalore call centre tried to be as polite as she could. At another call centre, another day, another young girl had a Londoner unleashing
himself on her, “Young
lady, do you know that because of
you
Indians we are losing jobs?”
The outsourcing backlash is getting ugly. Handling irate callers is the new
brief for the young men and
women taking
calls
at these outsourced job centers.
Supervisors
tell them to be ‘cool’. Avinash
Vashistha,
managing partner of NEOIT, a leading US-based consultancy firm
says, “Companies involved in
outsourcing both in
the
US and India are already getting
a lot of hate mail against outsourcing and it is
hardly surprising
that
some people should behave like this on the telephone.”
Vashistha says Indian call centres should train their operators how
to handle such calls.
Indeed, the furor raised
by the
Western
media
over
job losses because of outsourcing has
made ordinary citizens there sensitive to the fact that their calls are being taken
not from their midst,
but
in countries
such as India and the
Philippines.
The angry outbursts
the operators face
border on the racist and sexist, says the
manager of a call cent re in Hyderabad.
But
operators
and senior executives of call centres refuse to
go on record
for
fear of kicking up a
controversy that might result in their companies’ losing clients
overseas.
“It’s happening often enough and so let’s face it,” says a senior executive of a
Gurgaon
call centre,
adding, “This doesn’t have any impact on business.”
Questions
1. Suppose you are working as an operator in a
call centre
in India and
receiving calls from
Americans
and
Londoners. How would
you handle such
calls?
2. Do
you agree with the
view such abusive happenings
on the telephone do not have
any impact on business?
END OF SECTION B
Section C: Applied
Theory (30 marks)
· This
section consists of Applied Theory Questions.
· Answer all the questions.
· Each
question carries 15 marks.
· Detailed information should form the part of your answer (Word limit 200
to 250 words).
1. What is meant by Communication Barriers? How and why do they occur? What can be done to overcome the
Barriers to
Communication?
2. Define
and explain the
term Negotiation and also briefly explain the phases
of
Negotiation.
END OF SECTION C
WE
ARE PROVIDING CASE STUDY ANSWERS
ASSIGNMENT
SOLUTIONS, PROJECT REPORTS
AND
THESIS
ISBM / IIBMS / IIBM / ISMS / KSBM / NIPM
SMU / SYMBIOSIS / XAVIER / NIRM / PSBM
ISM / IGNOU / IICT / ISBS / LPU / ISM&RC
MBA - EMBA - BMS - GDM - MIS - MIB
DMS - DBM - PGDM - DBM - DBA
www.mbacasestudyanswers.com
ARAVIND 09901366442 -
09902787224
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