Business communication

Important Topics

1. UNIT 1: Characteristics & barriers of communications & Noise

and its type

2. UNIT 2: Types of Communication

3. UNIT 3: Formal & Informal Communication

4. UNIT 4: Barriers to Effective listening

5. UNIT 5: Methodology of writing (Business Communication)

6. UNIT 6: Steps & Styles for developing ORAL presentation

7. UNIT 7: Types of Reading & SQ3R reading (V. Imp)

8. UNIT 8: Types of Meeting, Responsibilities of chairperson &

etiquette to follow in a meeting.

9. UNIT 9: Circular & notices

10. UNIT 10: Intranet & its importance

11. UNIT – 11: Writing Business Letters

12. UNIT – 12: Corporate Advertising & AIDA format also BAD

NEW LETTER

13. UNIT – 13: Types of Business reports

14. UNIT – 14: Types of Resume

15. UNIT – 15: Group discussion skills

 Unit-1
1. Communication is sharing of information between two or more persons, with
continuous Feedback ______________.
2. The receiver may not always attach the same meaning to a message as the
Sender ____.

3. Communication can occur in isolation. (True/False) – F

4.Encoder is the person who transmits a message. (True/False) – T
5. A channel is any signal that triggers the response of a receiver. (True/False)
–F
6. You feel that your professor does not have anything new to say and you do
not listen to him. This is an example of physiological noise leading to
communication failure (True/False) - F
7. Your boss gives you a good performance review at a time when the company
is making profits. This is an example of chronological context influencing the
communication. (True/False) – T
8. Which of the following is a psychological noise?
a) Lack of interest b) Poor acoustics c) Information overload d) Fatigue
9. Match the following:
Set A Set B
A. Overcrowded room 1) Non-verbal barrier
B. Words with different meanings in different 2) Channel barrier
cultures 3) Environmental barrier
C. Tone of voice 4) Semantic barrier
D. Wrong medium of advertising
A – 3, B – 4, C – 1, D – 2
10.The barrier that may also occur in cross-cultural advertising and distort the
communication is Linguistic barrier _________.
11. The Active listening _________ means listening to the meaning of the
speaker’s words, rather than listening without hearing.

12. Feedback _____ is an important concept of interpersonal communication.

13. Group communication usually takes place between twenty to thirty

individuals. (True/False) – F

14. As the message flow is usually one-way in mass communication, the

feedback is minimal and delayed. (True/False) – T

15. Communication has assumed even greater importance today, since the
new model of business is based on Teamwork______, rather than on
Individual ___ action.

16. The Face-to-face _____ communication is especially suitable for resolving

conflicts between co-workers, work related and performance related problems.

17. Effective communication by managers during employee appraisal period

can point out areas for improvement. (True/False) – T
 Unit-2

1. Two broad areas of communication are Verbal___and Non-verbal __

communication.

2. When communicating in a cross-cultural context, it is particularly important to

avoid Literal translation__ of words.

3. Verbal communication is more likely to go wrong in a cross-cultural context.

(True/False) T

4. Non-verbal communication can be avoided by refusing to speak or write.

(True/False) F

5. Match the following sets:

Set A Set B
A. Nodding the head 1) Paralanguage
B. Time language 2) Kinesics
C. A boss visiting an employee’s office for 3) Arriving late for a meeting
discussion 4) Personal space and
D. An executive chair and a carpeted room distance
E. Speaking loudly 5) Physical context
A - 2, B -3), C - 4), D – 5), E - 1)

6.Use of space at the workplace can determine Leadership ____ positions.

7.Colours are known for their symbolic meaning and have associations with
different Feelings ___.

8.Yellow and green are associated with negative feelings. (True/False) F

9. Identify the communication channel where the communication is oral and

non-verbal.
a) Two-way, face-to-face channels
b) Two way, but not face-to-face channels
c) One-way, not face-to-face channels
d) Multiple, but not face-to-face channels

10. Teleconferencing ___enables two parties in different locations to speak to

each other.

11.When the tone of the communication is to be formal, Written _____

communication is more appropriate than oral communication.
 Unit-3

1. Communication between peers is essential for Functional ___coordination.

(Pick the right option)
a) Functional b) Organisational c) Managerial d) Statistical
2. Shareholders are very important internal stakeholders, since they are the
Owners _ of the company.
a) Managers b) Owners c) Directors d) Union members
3. In Employee/Unions communication, Written contracts are the most
appropriate channels.

4. The appropriate channels of communication with shareholders include Oral _

and Written __ channels.
5. Match the following:
Set A Set B
A. Mass communication 1) Government
B. Corporate Social Responsibility 2) Advertising
C. Crisis PR 3) Suppliers
D. Distributors 4) Social development
E. Internet 5) Bankers
F. Statutory compliance 6) Borrowing ability
G. Transparency 7) Media
H. Credit rating 8) Consumers
I. Publicity 9) Motivation
J. Persuasion 10) Restoring company image
A - 2 , B - 4, C - 10, D - 9, E – 3, F - 1, G - 5, H - 6, I - 7, J – 8

6. Transparency is needed in dealings with the bank and failure to keep them
informed could lead to the company’s collapse. (True/False) T
7. To give technical specifications and to ensure quality and timely delivery,
communication with society is essential. (True/False) F
8. Upward ____________ communication may be defined as information that
flows from subordinates to superiors.

9. An organisational chart specifies the Hierarchy _ and the Reporting ___

system in the organisation.

10. The biggest problem associated with upward communication is that it may
lead to ‘handing down’ of decisions by Superiors ____.

11.An advantage of regular downward communication is Transparency /

openness___.

12. Formal communication networks are based more on friendship, shared

personal or career interests. (True/False) F
13. Regular downward communication in the form of feedback given to
employees is the most important factor affecting job satisfaction. (True/False) T
 Unit-4
1. Which of the following types of listening could be in the form of paying
selective attention to certain kinds of information which might be relevant to us,
or which helps to meet our needs and goals?
a) Evaluative listening b) Appreciative listening
c) Empathetic listening d) Therapeutic listening
2. The meaning conveyed by a speaker’s Non-verbal _ behaviour can be
analysed by closely observing different aspects of the speaker’s body language
and tone of voice.
3. The type of listening that is used when listening to good music, poetry or a
powerful speech is Appreciative listening ____________.
4. Match the following:
Set A Set B
A) Bad listening habit 1) Egocentrism
B) Listening for emotion 2) Information overload
C) Physical barrier 3) Tune off deliberately
D) Attitudinal barrier 4) Listener speaker gap
5) Physiological barrier
A - 3, B - 4, C - 2, D - 1
5.Speakers talk at around 500 words per minute. (True/False) F
6. Egocentrism is an attitudinal barrier. (True/False) T
7. The Silence ____ is often interpreted as lack of understanding or attention.
8. Listening is not only hearing and understanding the meaning of the words,
but also being alert to the Non-verbal ___ behaviour of the speaker.
9.A good listener always occupies the centre stage. (True/False) F
10. In the insurance industry, it has been found that good listening has led to
Career ____ advancement.

11. A satisfied customer is the best Advertisement ____ for any company's
product.
12. Customer orientation means identifying customer feedbacks on different
products and then satisfying their needs. (Tue/False) F
13. Performance appraisal is one the situations where listening to employees is
of prime importance. (True/False) T
14. Match the following:
Set A Set B
A) Did you sign this agreement? 1) Open question
B) Describe a situation in which you think you did not 2) Closed question
follow the 3) Hypothetical
company’s standard procedure. question
C) Is that all? Have you omitted any other detail? 4) Probing question
D) Assume that the sales of XYZ soap is falling. What
would you do to
A - 2, B - 1, C - 4, D – 3

15. Leading questions describe a fictitious situation and seek your response to
it. (True/False) F
 Unit-5

6. Matching
Set A Set B
A) Semicolon 1) Suggest that a list will follow a statement in
B) Colon sentence form.
C) Quotation marks 2) Used to separate clauses of a compound
D) Apostrophe sentence
3) Used to form the possessive plural of words
4) Used to enclose title of an article

A - 2, B - 1, C -4, D – 3
 Unit-6

4.Match the following

Set A Set B
A) General purpose statement 1) Demographics
B) Quantified goal 2) To persuade
C) Audience size, age and 3) Specific purpose statement
gender 4) Speaking from notes
D) Use of humour 5) Opening and closing statements
E) Trigger for speaking
A – 2, B - 3, C – 1, D – 5, E – 4

5.Where will you elaborate the main points in a presentation?

a) Introduction b) Body c) Conclusion d) Outline

6.Speaking a few words without any warning or advance notice is called speaking
extemporaneously. (True/False) FALSE
Unit-7
Unit-8
Unit-9
Unit-10
Unit-11
Unit-12
Unit-13
Unit-14
Unit-15