Business Communication (MGTC3208)
Higher Institute of Commerce and Management (HICM)
Semester: Second Semester
Level: 300
Year: 2015
UNIVERSITY OF BAMENDA
Higher Institute of Commerce & Management (HICM)
Second Semester Exam (2014/2015 Academic Year)
Exam Instructions: Answer all questions Time allowed: 2 hours
Course: The Business Communication/ Course Code: MGTC 208
COURSE MASTER: DR. DENNIS NYAMECA ONYAMA (PhD/DBA)
Doctor of Business Administration
Spatial industrial cluster specialist
E-mail:onyamadn@yahoo.com
Tel: (+237)675211570
1. Internal communication which follows an upward path is referred to as:
a) Statements and plans
b) Policy statements
c) Reports and proposals
d) Directives and instructions
e) None of the above
2. To make sure that the recipient knows that items accompany the letter in the same envelope, use
such indications as
a) "Enclosure"
b) "Encl."
c) "Enclosures (2)
d) Both (a) and (b)
e) None of the above
f) All of the above
3. When is it NOT appropriate to use a skills/thematic resume type?
a) You are changing fields
b) Your education and experience are a logical preparation for the position for which you are
applying
c) You want to combine experience from paid jobs, activities, volunteer work, and courses to show
the extent of your experience in administration, finance, public speaking, and so on
d) You have impressive job titles, offices, or honors
e) Both (a) and (b)
f) None of the above
4. Whenever an employee comments about work- related matters to someone not affiliated with the
organization, informal external communication has occurred. The external audience could be:
a) A neighbor
b) A friend
c) Someone to whom the worker has just been introduced at a party
d) Someone who accidentally overhears a conversation
e) All of the above
5. Written message channels include
a) Face-to-face conversations
b) Telephone conversations
c) Voice mail
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d) In-person conferences
e) Video conferences, and speeches
f) None of the above
6. In closing an unsolicited letter, which of the following action(s) is NOT appropriate?
a) Acknowledge the inconvenience of your request
b) Thank the recipient "in advance"
c) Express gratitude for any help that the recipient can provide you
d) Tactfully suggest to the recipient he will benefit by helping you (for example, through future
purchases from the recipients company).
e) Both (b) and (c)
f) None of the above
7. Effective business communication involves both the sender and the receiver, but the sender must
take responsibility for achieving the basic goal(s) of business communication:
a) Receiver understanding
b) Receiver response
c) Favorable relationship
d) Organizational goodwill
e) All of the above
f) None of the above
8. Oral message channels take many forms
a) Memos
b) E-mail
c) Notes
d) Reports
e) Telegrams
f) None of the above
9. When a message is very mixed, for example, combining words of praise with body language
conveying annoyance, or words of criticism accompanied by a cheerful, smiling face; the result can be the
creation of:
a) Non-verbal leakage
b) Disappointment
c) Annoyance
d) Tension and distrust
e) Uncertainty
f) Both (b) and (c)
g) All of the above
10. When you "compartmentalize" the contents of a business letter, it mean that:
a) You place each different segment of the discussion in its own paragraph
b) You place each different topic of the letter in its own paragraph
c) Both (a) and (b)
d) None of the above
11. The way you sit or stand can convey your attitude or feelings about what you are doing or
thinking. Therefore:
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a) A slumped posture can indicate despondency or boredom
b) A relaxed posture may suggest a person is calm and unnerved
c) A shifting posture might be associated with uneasiness or discomfort
d) None of the above
e) All of the above
12. A typical problem in the introductory paragraph of an application letter involves diving directly
into:
a) Stating one eye-catching, attention-getting thing about yourself in relation to the job or to
the employer that will cause the reader to want to continue
b) Indicating the source of your information about the job — newspaper advertisement, a
personal contact, or other
c) Indicating work and educational experience
d) Stating the purpose of the letter
e) None of the above
13. Women in their conversations with men use more verbal qualifiers such as “I think”, “Perhaps”,
“All right?” This is usually interpreted as:
a) Wisdom in women but as ineffectuality in men
b) Ineffectuality in women but as politeness in men
c) Politeness in women but as ineffectuality in men
d) Both (b) and (p)
e) Both (a) and (c)
f) All of the above
14. No two receivers are alike. You must learn as much as possible about how a particular rppeiver or
group of receivers thinks and feels, in general and with respect to the situation about which you
will communicate. Specifically, you must analyze the receivers) in the following area(s):
a) Attitudes
b) Interests
c) Knowledge
d) Emotional reaction
e) Both (c) and (d)
f) All of the above
15. Provide the most preferred match in the following two pairs of emotional situations and helpfol
responses (tones) to your customer or colleague
a) Angry (situation) - Reassuring (tone) Worried (situation) = Apologetic (tone)
b) Friendly (situation) = Sympathetic (tone) Tired (situation) = Cheerful (tone)
c) Problem (situation) = Attention (tone) Emergency (situation) = Urgent (tone)
d) None o f the above
16. Ensuring ethical business communications requires the following elcmcnt(s):
a) Ethical company leadership
b) Appropriate policies and structures to support ethical decision making
c) Ethical individuals
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d) Both (a) and (b)
e) All of the above
17. The signs that someone is lying to us are very close to the signals of anxiety or nervousness.
Often, we react to a combination of such signals rather than just one, and suspect that we are
being lied to when a person
a) Fidgets
b) Avoids eye contact
c) Hesitates before they speak
d) Both (b) and (c))
e) All of the above
18. In business communication, problems often arise when we assume that other people’s attitudes
and lives are like ours. Start by unlearning the “Golden Rule” you were probably taught as a
child,
a) To treat others the way you would want them to treat you
b) To treat others the way they want to be treated
c) To forgive their trespasses as you would want God to forgive yours
d) Both (a) and (b)
e) None of the above
f) All of the above
19. A few simple habit(s) can help you avoid both the negativity of ethnocentrism and stereotyping:
a) Avoid judgments. When people act differently don’t conclude that they are in error, that their way
is invalid, or that their customs are inferior to your own.
b) Acknowledge distinctions. Don’t ignore the differences between another person’s
culture and your own.
c) Avoid assumptions. Don’t assume that others will act the same way you do, that they will operate
from the same values and beliefs, or that they will use language and symbols the same way you do.
d) d) None of the above
e) All of the above
20. In application letters which must convince potential employers that you are right for a job:
a) Locate information on appealing qualities at the beginning of paragraphs for greater emphasis
b) locate information on appealing qualities at the end of paragraphs for greater emphasis
c) Place less positive or detrimental information less highly visible points in your business letters
d) If you have some difficult things to say, a good (and honest) strategy is to dc- emphasize by placing
them in areas of less emphasis
e) If a job requires three years of experience and you only have one, bury this fact in the middle or
the lower half of a body paragraph of the application letter.
f) All of the above
21. Give your business letter an "action ending" whenever appropriate:
a) “Hope to hear from you soon”
b) “Let me know if I can be of any further assistance”
c) “Specify the action the recipient should take and the schedule for that action”
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d) “Ask the editor politely to let you know of his decision if at all possible in a month or so.”
e) Both (c) and (d)
f) None of the above
g) All of the above
g) All of the above
22. Unethical communication can include falsehoods and misleading information (Or exclude
important information). Some examples of unethical communication include:
a) Selective misquoting. Deliberately Omitting damaging or unflattering comments to paint a better
(but untruthful)
. picture of you or your company
b) Distorting visuals. Making a product look bigger or changing the scale of graphs and charts to
exaggerate or conceal differences
c) Misrepresenting numbers. Increasing or decreasing numbers, exaggerating, altering statistics, or
omitting numerical data
d) Plagiarism. Stealing someone else’s words or work and claiming it as your own
e) All of the above
23. In an unsolicited letter
a) Identify who you are
b) What you are working on
c) Why you need the requested information
d) How you found out about the individual
e) Identify the source that prompted your inquiry
f) All of the above
I
24. In a high-context culture such as South Korea or Taiwan, people rely less on verbal
communication and more on the context of nonverbal actions and environmental setting to
convey meaning. Therefore the primary role of communication here is?
a) Exchanging information
b) Building relationships, not exchanging information
c) Both (a) and (b)
d) None of the above
25. When is it NOT appropriate to use the chronological/functional/detailed resume type?
a) You have impressive job titles, offices, or honors
b) You are changing fields
c) Your education and experience are a logical preparation for the position for
which you are applying
d) Your education and experience are not the usual route to the position for which you are applying
e) Both (b) and (d)
26. A sequence of breaks and contact in eye gaze is used to regulate the flow in conversation, with
the speaker typically engaging in eye contact:
a) As he/she indicates engagement or involvement
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b) When the speaker is hiding something
c) As they come to the end of their speech
turn
d) Both (a) and (b)
e) None of the above
f) All of the above
27. In commenting, it requires adding a statement at appropriate moments during the dialogue. It should
keep the speaker on the subject, and not to divert the speaker. Examples like,
a) “Oh, that’s interesting”
b) “Is that so?”
c) “It is a very demanding and hectic task for you.”
d) “It sounds like you are feeling overwhelmed.”
e) Both (a) and (b)
28. The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter
how justified your gripe is; which of following action(s) is unacceptable:
a) Toward the end of the letter, express confidence that the recipient will grant your request
b) Explain why your request should be granted
c) In the letter, identify early the reason you are writing
d) Make the recipient an adversary
e) Provide a fully detailed narrative or description of the problem
f) State exactly what compensation you desire, either before or after the discussion
of the problem.
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