Business Communication – Business Management Ethics and Entrepreneurship Notes

Business Communication – Business Management Ethics and Entrepreneurship Notes

Concept of Communication:
Communication is a dynamic, transitional (two-way process) in which there is an exchange of ideas linking the sender and receiver toward mutually accepted direction or goals.
It is a process by which information is exchanged between different individuals through a common system of symbols, signs or behaviour etc.
It may be

• intrapersonal: when we try to communicate with ourself
• interpersonal communication: when we convey message to others, Communication is derived from a latin word communicate” which means share/participate.

Business Communication:
When one communicates done to transact some business commercial activity i.e. providing goods or services with the intention generating gains is defined as Business Communication.

It is useful to acquire the skill of effective writing and speaking. Information Is giving out; communication is getting through.

Characteristics of Communication:

• two-way process requiring feedback from the receiver.
• Ongoing and continuous process.
• Essential for all types of organisation.
• its basic purpose is to create mutual understanding by giving information influencing others and elicitingictions.
• Facts, Ideas and emotions are part of communication.
• It can also be done through signs.
• Communication in organisation consist of flow of messages through several networks like problem-solving, workflow etc. It is a dynamic process.
• It is a goal-oriented process.
• Communication is an interdisciplinary science.
• It takes two to communicate message.

Importance of Communication:

• Increase in Size: Larger business needs more communication. An efficient system of communication is required to carry out its activities successfully.
• Growing Specialization: Narrow division of work results in different activities being handled by different departments. Specialization can be possible only when there is no communication gap between two specialists.
• Cut-throat Competition: As per Industrial Policy, 1991 Liberalization and globalisation have resulted into inter-firm competition due to which persuasive communication takes place. Persuasive communication occurs in the form of advertisement, personal contacts and publicity.
• Trade Union Movement: Employee unions are very strong and powerful Management should consult union leaders in several matters.

Human Relations: Effective communication between management and employee is possible if they develop mutual trust and confidence, by involving employees in decision making etc.

Public Relations: Manager should develop public relation by informing Government, distribution, supplies, investors about its contribution towards the society. Public relations helps business to improve its image in society.

Personal Asset: Communication is a personal asset for a good speaker as it is essential for success in every job. Manager need to deliver speeches, write documents and conduct interviews which requires good communication skills.

Means of Communication:
While transmitter of written communication one has to pay serious attention towards:

• Appropriate Words
• Clarity of Ideas
• Inoffensive language
• Lucid style
• Coherent Presentation

Appropriate Words: Words should not be used in negative aspect or should not be misunderstood. It depends upon the situation, in which these words are used.

Clarity of Ideas: It is a precursor or for effective communication. Use of uncertain words should be avoided, clarity of expression requires proper encoding of the message and choice of appropriate words.
Inoffensive Language: To Build Goodwill or reputation, inoffensive language is required especially while communicating with the organisation.

Lucid Style: It implies uniformity in the style of writing. There are certain executives who cultivate a style of writing from which they rarely depart.

Coherent Presentation: A proper link between various sentences and paragraphs must be clear which makes it easily understandable.

Oral Communication:
Around 80% of communication is in the oral form. Various modes of oral communication includes telephone, message, video conferencing, speeches etc.
Speech is the earliest and most widely used medium of communication.

Business Conversation:
There is a great importance of speech in business also. Every now and then we make conversation in business with superiors with subordinate superiors among themselves, subordinates among themselves, customers with suppliers and suppliers with clients etc.

Factors affecting Oral Communications:

• Audience
• Size of Audience
• The degree of significance attached to the information to be spoken out,
• Fear of Loss
• Fear of status, etc.

Effective oral communication is a passport to success in business.

Advantages of Oral Communication:

• Saves time:
• Provides opportunity for instant feedback and clarifies the doubts.
• Helps to convey the message more appropriately with suitable tone, voice and use of words. ‘
• An effective tool of persuasion in management.
• Very effective in communicating with groups.
• Economical as it saves man-hours & stationery.
• Its withdrawal is comparatively easy.

Disadvantage of Oral Communication:

• Depends on Sender / Receiver’s attitude.
• It is not a One-Sided Activity. It is complete when the sender sends the message and receiver receives the messages and sends its feedback.
• Bad/ partial listening affects the message communicated.
• There is no record for future reference or legal liability.
• Its economy is control specific.

1. Dictation:

• Sort all your incoming mail yourself or leave it to be done by your secretary.
• Be clear in pronunciation. Use simple words and short sentences
• Do not repeat the sentences.
• Spell out complicated or technical words.
• Take personal action only on those papers that you feel are important and require your personal attention
• Organize your thoughts, plan the reply for a letter and if required, note down all the points you want to cover before you commence your dictation.
• Set aside regular time slots for dictation.
• Use your natural voice and normal volume.
• Do not dictate while chewing something.
• Pause after completing a sentence.
• Listen Carefully on dictation being read back to you.
• Give all letters and supporting papers to your secretary.

2. Talking on the telephone:

• Do not let your telephone ring for too long reflect promptness.
• Be clear and audible and do not shout into the mouthpiece.
• Always be polite, no matter what your mood is or how the person on the other end is talking.
• Do not answer in rush
• Be calm
• Do not eat or chew while talking
• Never bang the phone, always replace the receiver gently on the cradle.

Visual Communication:
It is communication with words, pictures, logos or any combination of the three. It can be in the forms of graphs, maps, slides, models etc.

Advantages of Visual Communication:

• It makes conveying of information easier for the receiver to follow.
• It is remembered easily by the receiver and for a long period.

Disadvantages of visual communication:
(i) This mode is expensive

Audiovisual communication:
It includes communication through cinema, internet, television, video conferencing etc.

Advantages of audiovisual communication:

• Uses both sight and hearing simultaneously for communicating
• Enhances the effectiveness of the message
• Wider reach
• Message remembered for a longer time.

Disadvantages of Audiovisual communication:

• High Cost:
  Factors for Choosing Means and Mode of communication
• Organizations size and policy: Smaller the organisation, communication will be oral. Larger the organisation communication will be in writing.
• Cost Factor: The cost incurred by the organisation to communicate the messages should show the expected results.
• Nature of message: Whether the message is confidential, important or urgent and whether it needs to be sent by post or hand delivery.
• Distance Involved: Long-distance messages should not be send personally.
• Resources: The resources available at both the ends may influence our choice.

Process of Communication:

Sender:
The person initiating the idea of communicating a message.

Message:
The idea or message, which the sender wants to be conveyed. It should be encoded in words/symbols suitable for the receiver.

Medium:
Medium can be oral as well as in written form. Written medium may be reports, fax, telegram, telephone or email.

Receiver:
Person receiving the message. He decodes the message in order to determine the meaning of the message sent to him.

Feedback:
When receiver sends a message to the sender ¡n form of a response to complete the communication.

Noise:
Cause of communication failure.
Success of communication is proportionate to control of noise at
different levels of communication process.

Principles and Essentials of Communication:
Effective communication can be achieved by having a thorough knowledge of the communication process in an organisation.
It mainly depends upon 3 things-

1. Understandable messages,
2. Credibility of the sender
3. How message is affecting the receiver.

Seven C’s of Effective Communication

1. Clarity of expression
2. Completeness of information
3. Conciseness of message
4. Concreteness in presentation
5. Courtesy towards recipient
6. Correctness of facts
7. Consideration for receiver

Guidelines for effective communication:

• Choose the Right Means and Mode: This depends upon organisation’s size, policy, cost involved, urgency and various other factors.
• Own Your Message: Sender and receiver own the responsibility for whatever they say.
• Offer Complete and Relevant Information:
  Incomplete information makes it necessary to begin another cycle of communication to issue clarification therefore message must offer complete and relevant information.
• Obtain Feedback: Obtaining feedback through receiver ensures that message has been correctly understood.
• Think of the Recipient’s status before communicating:
• Verbal and Non-Verbal Congruence: Verbal & non-verbal expressions must be coordinated simultaneously.
• Repeat If Necessary: To save time and space, repetition should be avoided. Repetition ensures that crucial part of message is no ignored or overlooked.
• Do not Judge: Ljnfavourable Judgement sometimes effects the organisation goodwill. Avoid premature evaluation.
• Rely on Facts: Communication must not be relied on certain things which cannot be proved. It must be relied on facts.

Types of Communication
Communication is of two types:

1. Internal
2. External

Internal Communication:

• It refers to communication within the organisation.
• It is important because as business grows in size, its activities becomes more complex.
• It promotes understanding and cooperation among members.
• It can be official or unofficial.
• Most of it is in oral form.
• Communication at personal level within the organisation is an informal

communication (grapevine):

• All modes of non-verbal communication can be used.
• Some modes of written communication are also used.
• Intelligent managers use this human weakness to their advantage shaving favourable with the employees.

External Communication:

• When the people in the organisation communicate with anyone outside the organisation.
• These people may be clients, customers, dealers, or distributors.
• Methods: letters, circulars, price lists, etc.

Mainly: Formal and documented.
All modes of Visual, audiovisual and non-verbal communication may be used.

Communication Flow:
It depends upon organisations:

• Size
• Structure
• Philosophy

It may be –

1. Downward,
2. Upward,
3. Diagonal, or
4. Horizontal.

Downward Flow:
It flows from a superior to a subordinate.

• traditional organisations have a vertical structure.
• All the decisions are taken from the top.
• Suited for an organisation in which the line of authority runs downwards.

Disadvantages:

• Under and over communication
• Delay
• Loss of information
• Creation of authoritarian atmosphere
• Distortion

Upward Flow:
Flow moves from subordinate to superior.
It leads to prevention of new problems and solutions of the old ones.

Diagonal Flow:

• Sometimes communication involves more than one department in the organisation.
• It enables people to talk to lower & higher ranks freely.
• It is based on cooperation, goodwill and respect between the parties concerned.

Horizontal Communication
It takes place between people of same status or level of authority.
It helps in promoting better understanding and coordination among various people or departments.

Johar Window: It is the one of the most useful model describing the process of human interaction. It was propounded be Joseph Luit and HarryIngham.

1. Arena – Known to self – also called open quadrant

2. Blind Spot -Not known to self

3. Facade – Known to others -Hidden quadrant

4. Unknown – neither known to – participants nor by peers.

Business Communication:
• Mainly: Formal and documented.
• All modes of Visual, audio-visual and non-verbal communication may be used.

Barriers of Communication:
Lack of Planning: Message should be communicated with propel planning. If the message is not clear, il is supposed that the purpose In mind is also not clear.

False Assumption: Some times while communicating sender start with several assumption which may or may not be true and receiver forced to accept them.

Ambiguity: Sometimes receiver may not understand the meaning intended by the sender. A wrong interference is often drawn when the message yields more than one meaning.

Distortion: Many communication gets distorted due to change in provisions or medium while the sender thinks that message is sent at delivered properly, the truth is that receiver has not understood it at all.

Passing Judgement: Use of offensive or annoying expressions sometimes make the communication ineffective.

Implied Meaning: It is possible for the receiver not to get the implied meaning due to differences in his and senders background.

Lack of Trust: Lack of trust may result in communication failure as the relationship between the sender and receiver are not so strong. The Information shared by them is less due to lack of confidence.

Nature of Management and its Process MCQ Questions

1. What does Vitra personal communication mean.
(a) Communication with ourselves
(b) Communication with other
(c) both (a) & (b)
(d) None of above
Answer:
(a) Communication with ourselves

2. What does interpersonal communication mean.
(a) Communication with ourselves
(b) Communication with other
(c) Both (a) & (b)
(d) None of the above
Answer:
(b) Communication with other

3. “The language of a politician obscures the truth. The language of an artist revels it. Who spoke these words?
(a) Salman Rushdie
(b) John Keats
(c) Charles Darwin
(d) JM Keynes
Answer:
(a) Salman Rushdie

4. English has become the global language of business and finance Who spoke this lino?
(a) John Keats
(b) Salman Rushdie
(c) Nayantara Sehgal
(d) JM Keynes
Answer:
(c) Nayantara Sehgal

5. College teach one thing that is perhaps most valuable for the future employees to know. This one basic skill is to organize and express ideas in writing and speaking. Who spoke these words?
(a) Nayantara Sehgal
(b) Peter Drucker
(c) John Keats
(d) Salman Rushdie
Answer:
(b) Peter Drucker

6. Which of the following feature is not of communication?
(a) Continuous
(b) Goal-Oriented
(c) No flow of Message
(d) Inter-disciplinary Science
Answer:
(c) No flow of Message

7. Study of Body language is known as –
(a) Anthropology
(b) Psychology
(c) Sociology
(d) Political science
Answer:
(a) Anthropology

8. Study of persuasion, perception and attitude.
(a) Anthropology
(b) Psychology
(c) Sociology
(d) Political science
Answer:
(b) Psychology

9. Study of voting behaviour is known as.
(a) Sociology
(b) Political Science
(c) Anthropology
(d) Both (a) & (b)
Answer:
(d) Both (a) & (b)

10. Which of the following is not an importance of communication.
(a) Human Relation
(b) Inter-disciplinary science
(c) Personal Asset
(d) Public Relation
Answer:
(b) Inter-disciplinary science

11. Which ¡s not a type of verbal communication.
(a) Oral
(b) Written
(c) Visual
(d) Gestures
Answer:
(d) Gestures

12. Which is not a type of Non-Verbal Communication.
(a) Gestures
(b) Movements
(c) Eye contacts
(d) Visual
Answer:
(d) Visual

13. Which of the feature belongs to choice of means and mode of communication.
(a) Nature of organisation
(b) Variable Means
(c) Distance Involved
(d) None of these
Answer:
(c) Distance Involved

14. ……………………… is necessary for the completion of communication process.
(a) Encoding
(b) Decoding
(c) Feedback
(d) None of the above
Answer:
(c) Feedback

15. Which of the following is not a part of seven ‘C’s of Effective Communication.
(a) Clarity of expression
(b) Conciseness in presentation
(c) Correctness of facts
(d) Completeness of information
Answer:
(b) Conciseness in presentation

16. Which mode of communication is internal communication.
(a) Verbal communication
(b) Non-verbal communication
(c) Both (a) & (b)
(d) None of the above
Answer:
(c) Both (a) & (b)

17. Whiçh is not a communication flow.
(a) Upward
(b) Horizontal
(c) Vertical
(d) Diagonal
Answer:
(c) Vertical

18. Which is a barrier to communication.
(a) True assumption
(b) Trust and confidence
(c) Planned way
(d) Ambiguity
Answer:
(d) Ambiguity

19. Communication is essentially a ………………… process.
(a) One way
(b) Threeway
(c) Four-way
(d) Two way
Answer:
(d) Two way

20. Facial expression; gestures; eye contact; nodding the head and physical appearance are the form of:
(a) Verbal Communication
(b) Oral Communication
(c) Non-Verbal Communication
(d) Visual Communication
Answer:
(c) Non-Verbal Communication

21. What is an essential part of Communication?
(a) Ongoing Process
(b) Goal-oriented process
(c) To Create mutual understandings
(d) Feedback.
Answer:
(d) Feedback.

22. Which Communication is essential for insuring mutual co-operation and understanding between different departments.
(a) Sound Communication
(b) Organizational Communication
(c) Persuasive Communication
(d) Oral Communication
Answer:
(a) Sound Communication

23. Flow of messages through several networks.
(a) Sound Communication
(b) Organizational Communication
(c) Persuasive Communication
(d) Written Communication
Answer:
(b) Organizational Communication

24. Which form of communication has a strong cultural context.
(a) Verbal Communication
(b) Non-verbal Communication
(c) Both (a) & (b)
(d) Oral Communication
Answer:
(b) Non-verbal Communication

25. An advantage of oral communication is:
(a) Partial Listening
(b) Effective tool of persuasion in Management.
(c) One sided Activity
(d) No record or legal liability
Answer:
(b) Effective tool of persuasion in Management.

26. What is a Coherence?
(a) Lack of poise
(b) Proper link between the sentence and the paragraphs.
(c) Confused thinking
(d) Branching off from the main streams of thought while writing the evidence
Answer:
(b) Proper link between the sentence and the paragraphs.

27. There are …………… C’s of effective communication.
(a) Six
(b) Seven
(c) Four
(d) Nine
Answer:
(b) Seven

28. ‘Intrapersonal’ Communication includes two or more persons.
(a) True
(b) False, it includes only oneself.
(c) True, in internal organisation only
(d) True, in matrix organisation only
Answer:
(b) False, it includes only oneself.

29. ‘Inter-disciplinary Science’ means-
(a) Knowledge from various other subjects
(b) Knowledge from various types of communication
(c) Knowledge from various sciences
(d) None of the above.
Answer:
(c) Knowledge from various sciences

30. Communication is personal
(a) Art
(b) Talent
(c) Asset
(d) (a) & (b)
Answer:
(c) Asset

31. Press Release, Radio, Presentation, video Conferencing, which one of these is odd?
(a) Presentation
(b) Video conferencing
(c) (a) & (d)
(d) Press Release
Answer:
(d) Press Release.

32. Coherent presentation is an important factor of communication Here ‘coherent’ stands for:
(a) Clear
(b) Easy & Soft
(c) Soft
(d) None
Answer:
(a) Clear

33. Which factor is not in consideration while Choosing means & mode of communication.
(a) Cost factor
(b) Nature & weather of locality
(c) Resources
(d) Distance involved
Answer:
(b) Nature & weather of locality

34. ………………….. function is discharged in reverse.
(a) Feedback
(b) Receiving
(c) Decoding
(d) Encoding
Answer:
(a) Feedback

35. Memo, Fax, Circulars, Manuals; emails Which of these cannot be used for external communication?
(a) Circulars
(b) Manuals
(c) Memo
(d) All of above
Answer:
(c) Memo

36. Which of these is odd?
Distortions, Ambiguity, Lack of Controlling false assumptions, implied meanings, passing judgements.
(a) False assumptions & Passing judgements
(b) Ambiguity
(c) Distortions & False assumptions
(d) All are correct
Answer:
(d) All are correct

37. VerbosIty means.
(a) Use of fine language
(b) Use of superfluous words
(c) Use of rude and rough Language
(d) Use of Unethical ideas.
Answer:
(b) Use of superfluous words

38. Abrupt means.
(a) Sudden and unexpected
(b) Drowsy and lazy
(c) Unclear
(d) Displeased
Answer:
(a) Sudden and unexpected

39. Communication is the exchange of:
(a) Facts
(b) Ideas
(c) Signs
(d) Both (a) and (b)
Answer:
(d) Both (a) and (b)

40. PlaIn Language Commission insisted that the USP (Unique Selling Proposition) of business English should be:
(a) Ornamental
(b) Clancy
(c) Simplicity
(d) Both (b) and (c)
Answer:
(d) Both (b) and (c)

41. ‘The Language of a politician obscures the truth. The language of an artist reveals ir This is said by
(a) Salman Rushdie
(b) Peter Drucker
(c) Sydney J Harris
(d) Nayantara Sehgal
Answer:
(a) Salman Rushdie

42. “Reading maketh a full man, writing an exact man, Conference a ready man” who spoke these words.
(a) Peter Drucker
(b) Francis Beacon
(c) Sydney Harris
(d) Salman Rushdie
Answer:
(b) Francis Beacon

43. Which of the following is not an advantage of written communication
(a) More time consuming
(b) Accurate and precise
(c) Can be easily revised
(d) Sufficient time for planning
Answer:
(a) More time consuming

44. Oral communication includes:
(a) Type recorder
(b) Flip charts
(c) Intercom
(d) Both (a) and (c)
Answer:
(d) Both (a) and (c)

45. Which of the following is a disadvantage of oral communication.
(a) Saves time
(b) Economical
(c) no record for future preference
(d) None of these
Answer:
(c) no record for future preference

46. Visual Communication includes:
(a) Maps
(b) Slider
(c) Graphs
(d) All of the above
Answer:
(d) All of the above

47. Which of the following Is not a type al audiovisual Communication:
(a) Cinema
(b) Video Conferencing
(c) Neon Hoardings
(d) All of the above
Answer:
(c) Neon Hoardings

48. Lack of planning acts as a communication barrier.
(a) True
(b) False, if it is well co-ordinated
(c) false, planning can never be a communication barrier
(d) None of the above
Answer:
(a) True

49. Which mode of Communication is external communication.
(a) Verbal Communication
(b) Non-verbal communication
(c) Both (a) and (b)
(d) None of the above
Answer:
(c) Both (a) and (b)

50. ‘Agenda’ includes which skill of the following:
(a) Writing
(b) Oral
(c) Speaking
(d) Listening
Answer:
(a) Agenda is a document that outlines the content of a forthcoming. meeting. It is usually send alongwith notice of the meeting. It is not compulsory.

List of Agendas are:

• Minutes of last meeting
• Matter arising from the minutes
• Any other business
• Date of next meeting

Thus, Agenda is a document which includes writing skills.

51. Which one of the following is not a barrier to communication
(a) Distortion in communication
(b) Feedback
(c) Ambiguity
(d) Lack of trust
Answer:
(b) Barriers of Communication are the causes of misunderstanding and misinterpretations of message communicated.
There are various types of barriers such as:

• Lack of Planning
• False Assumption
• Ambiguity
• Distortion
• Passing Judgement
• Implied meeting
• Lack of trust

Thus, “Feedback” is not the barrier to communication.

52. Communication by the CEO of the organisation to the purchase officer is an example of:
(a) Upward communication
(b) Downward communication
(c) Horizontal communication
(d) Informal communication.
Answer:
(b) Communication by the CEO of the organisation to the purchase officer is an example of downward communication.
Traditional organisations have a vertical structure. All the important decisions are taken at the top. These are communicated through different levels of hierarchy to the workers at lower levels which is possible by downward communication.

53. Crosswise communication is also known as …………………….. communication.
(a) Vertical
(b) Horizontal
(c) Diagonal
(d) None of the above.
Answer:
(c) Crosswise Communication is also known as Diagonal Communication. Diagonal communication is based on co-operation, goodwill and respect between the parties concerned. Here the people are able to talk to lower/higher ranks freely rather than waiting.

54. If you want to reduce miscommunication, you should:
(X) Start assuming
(Y) Talk to people
(Z) Improve your working environment The correct option is:
(a) (X)and(Y)
(b) (Y) and (Z)
(c) (X) and (Z)
(d) All of the above.
Answer:
(b) Communication failures may be caused due to many reasons which need to be kept in mind so as to reduce miscommunication:

• Sender must avoid false assumptions.
• Message must be send with adequate planning.
• There must be no ambiguity in the message send.
• Sender must talk to people to solve their queries.
• Working requirements must be approved.

Thus, correct option is Y and Z.

55. Which one of the following is not a barrier to communication?
(a) Incorrect choice of medium
(b) Difference in status
(c) Trust level
(d) Open communication channel.
Answer:
(d) Communication failures may be caused due to various reasons such as:
→ Lack of planning
→ False Assumption
→ Ambiguity
→ Incorrect choice of medium
→ Distortions
→ Passing judgements
→ Lack of trust
→ Status differences
Open communication channel is not a barrier to communication.

56. Match the parts of communication process to their respective definition:
1 Receiver (i) It decodes the message to determine the meaning of the message sent
2. Feedback (ii) An idea of an argument initially originates from here.
3. Medium (iii) After this process one cycle of interpersonal communication is completed
4. Sender (iv) It may be in the form of a letter or report, fax or telegram, telephone or email.
The correct option is:
(a) 1 (i), 2 (iii), 3 (iv), 4 (ii)
(b) 1 (iii), 2 (i), 3 (iv), 4 (ii)
(c) 1 (iv), 2 (iii), 3 (i), 4 (ii)
(d) 1 (ii), 2 (i), 3 (iv), 4 (iii).
Answer:
5. (a) Receiver → It decodes the message to determine the meaning of the message sent.
Feedback → After this process one cycle of interpersonal communication is completed.
Medium → It may be in the form of a letter or report, fax or telegram, telephone or email.
Sender → An idea or an argument initially originates from here.

57. Gestures cannot be used in –
(a) Oral communication
(b) Body language
(c) Written communication
(d) Informal communication.
Answer:
(c) Written communication means communication in written form. It may require drafting of letters and circulars proposals, memos etc. but it doesn’t include any gestures. Hence, gestures cannot be used in written communication.

58. Seven C’s of effective communication do not include –
(a) Consideration of sender
(b) Courtesy towards recipient
(c) Correctness of facts
(d) Concreteness in presentation.
Answer:
(a) Seven C’s of effective communication –

1. Clarity of expression
2. Completeness of information
3. Conciseness of message
4. Concreteness in presentation
5. Courtesy towards recipient
6. Correctness of facts
7. Consideration for receiver.

Hence, Consideration of sender is not included in 7 C’s of effective communication.

59. The flow or pattern of communication can be –
(a) Downward
(b) Upward
(c) Diagonal or horizontal
(d) All of the above.
(d) The flow or pattern of communication may be downward, upward, diagonal or horizontal. Hence, all of the above option is correct.

60. Top to bottom communication is known as.
(a) Vertical
(b) Horizontal
(c) Lateral
(d) Diagonal
Answer:
(a) Top to bottom communication is known as vertical because traditional organisation have vertical structure and in these organisations, communication flow from top to bottom as most of the decisions are taken by the top-level management. Hence, option (a) is correct.

61. ………………………… language should not be used in communication.
(a) Polite
(b) Clear
(c) Offensive
(d) Oral.
Answer:
(c) Language should be used in communication are:

• Appropriate words
• Clarity of ideas
• Inoffensive language
• Lucid style
• Coherent presentation

Thus, offensive language should not be used in communication.

62. Horizontal communication is:
(a) From higher to lower level
(b) From lower to higher level
(c) At same level
(d) All of the above.
Answer:
(c) Horizontal communication takes place between people of same status or level of authority. Thus, horizontal communication is done at same level.

63. Process of communication doesn’t include.
(a) Receiver
(b) Feedback
(c) Sender
(d) Correct language
Answer:
(d) Process of communication includes the following elements: –

• Sender
• Message
• Medium
• Receiver
• Feedback

Thus, process of communication does not includes correct language.

64. 7’Cs of effective communication doesn’t include.
(a) Clarity of expression
(b) Completeness of presentation
(c) Conciseness of message
(d) Courtesy towards recipients.
Answer:
(b) Seven C’s of effective communication are

1. – Clarity of expression
2. – Completeness of information
3. – Conciseness of message
4. – Concreteness in presentation
5. – Courtesy towards recipient
6. – Correctness of facts
7. – Consideration for receiver

Hence, completeness of presentation is not included in 7 C’s of effective communication.

65. Which of the following is not a barrier of communication.
(a) Lack of planning
(b) Ambiguity
(c) Lack of staffing
(d) Lack of trust
Answer:
(b) Barriers to communication are the causes of misunderstanding and misinterpretations of message communicated.
There are various types of barriers such as: –

• Lack of Planning
• False Assumption
• Ambiguity
• Distortion
• Passing Judgement
• Implied meeting
• Lack of Trust

Thus, lack of staffing is not a barriers of communication.

66. Choose the correct phrase to complete the following sentence while giving dictation ………………………………. .
(a) One may not organise one’s thoughts before dictating the message
(b) One may be clear in pronunciation
(c) One may not ask the secretary to read back the message
(d) One may refrain from dictating technical words.
Answer:
(b) While giving dictation, few things should be kept in mind such as:

• Organise your thoughts, plan the reply for a letter and if need be jot down all the points you want to cover before you commence your dictation.
• Be clear in pronunciation. Use simple words and short sentences.
• Do not repeat words or sentences unless requested.
• Spell out complicated or technical words.

Hence option (b) is the correct answer.

67. Most communication failures are caused because of:
(a) Light
(b) Music
(c) Dance
(d) Noise.
Answer:
(d) Most communication failures are caused because of Noise. It is an element, which interferes with the communication process. The success of communication is proportionate to the control of noise at different level of the communication process.

68. Which is not a mode of external written communication?
(a) Office order
(b) Advertisement
(c) Press release
(d) Invitation for Annual General Meeting.
Answer:
(a) When people in an organisation communicate with anyone outside the organisation it is called external communication. These people may be clients or customers, dealers, media, government, general public (includes shareholders) etc.

The modes of external written communication can be advertisement, press release, circulars, invitation for annual general meeting etc. Hence, option (a) office order is not a mode of external written communication.

69. Which of the following is an example of non-verbal communication?
(a) Video conferencing
(b) Gestures
(c) Letters
(d) E-mail.
Answer:
(b) Non-verbal communication where messages are communicated through body language (i.e.) facial expression & gestures. Hence, letters, emails & video conferencing are the verbal modes of communication.

70. This began as an American experiment in computer communication technology during the cold war and has revolutionised the world:
(a) Internet
(b) Fax
(c) Radar
(d) Telegrams.
Answer:
(a) What began as an American experiment in computer communication technology during the cold war has revolutionised the world. E-mail has been around for almost as internet.

71. Most communication failures are caused because of:
(a) Music
(b) Noise
(c) Dance
(d) Light.
Answer:
(b) Most communication failures are caused because of noise.

72. Which of the following is a type of verbal Communication?
(a) Nodding of the head
(b) Manuals
(c) Gestures
(d) Movements.
Answer:
(b) Verbal communication includes written communication, oral visual and audio-visual communication. Which in comprises Manuals Reports, Fax charts, Presentation etc.

73. ………………………………. communication. How usually takes place between people at the same level of hierarchy in the organisation.
(a) Horizontal
(b) Downward
(c) Upward
(d) Vertical.
Answer:
(a) Horizontal Communication usually takes places between people at the same level of hierarchy.

74. “Relevant details must be submitted for the preparation of order by Saturday”. This is an example of which kind of communication barrier:
(a) False assumption
(b) Passing judgements
(c) Ambiguity
(d) Distortions.
Answer:
(c) Ambiguity: We must remember that our intentions are strictly private. They are only known to us. Therefore, the receiver may not correctly understand the meaning intended by us. Wrong inference is often drawn because the message yields more than one meaning. For example, the instruction that relevant details must be submitted for preparation of order by Saturday is ambiguous. It does not clarify whether the details are required by Saturday or that day itself.

75. There are C’s in communication:
(a) Seven
(b) Six
(c) Four
(d) Eight
Answer:
(a) There are seven C’s of Effective Communication:

1. Clarity of expression
2. Completeness of information
3. Conciseness of message
4. Concreteness in presentation
5. Courtesy towards recipient
6. Correctness of facts
7. Consideration for the receiver

76. Which is not the barrier to communication:
(a) Lack of planning
(b) Ambiguity
(c) Gestures
(d) False Assumptions
Answer:
(c) Barriers to communication:

• Lack of Planning
• False Assumption
• Ambiguity
• Distortions
• Passing-Judgements
• Implied Meaning
• Lack of Trust

Thus, option (c) i.e. Gestures is not a barrier to communication.

77. Which is not a mode of external written communication?
(a) Press release
(b) Advertisement
(c) Invitation for Annual General Meeting
(d) Office order.
Answer:
(d) Office orders is not a mode of external written communication. It is the internal communication which is within the organisation. It could be individual to individual, individual to group, group to individual etc.

78. Effective communication has become essential due to:
(a) Increase in size of organisation
(b) Growing specialisation
(c) Growing need of co-ordination
(d) All the stated options are correct.
Answer:
(d) Effective communication has become essential increase in size of organisation as firms have grown tremendously in scale of operation thereby making communication to carry out its activities across successfully secondly growing specialization and coordination.

79. Which of the following is not an advantage of oral communication?
(a) It depends on the listening of the receiver
(b) It is economical
(c) It provides the opportunity for immediate feedback
(d) It helps to convey the message with suitable tone.
Answer:
(a) Oral communication depends upon the listening of the receiver is not an advantage as it is not a one-sided activity. The communication has to use appropriate words to convey the message and the receiver has to have the ability to, reach to the message spontaneously to give the feedback.

80. In the communication process, the sender the message.
(a) Decodes
(b) Encodes
(c) Feedback
(d) Receives.
Answer:
(b) In the communication process, the sender encodes the message which he wants to convey. The idea or message, at this stage may be quite vague so it has to be given a concrete shape by encoding it in suitable words or symbols.

81. Which of the following pattern should confirm to the writing strategy of a newsletter in an organisation?
(a) No pattern exists
(b) The news, the explanation, a positive close and a contact number
(c) A buffer, an explanation, the news, the positive close
(d) A buffer, the news, the reasons, a neutral close.
Answer:
(b) Ideal Writing Strategy of a Newsletter in an Organisation covers following levels:

• The NEWS
• Various Explanations
• A positive winding-up closure to Newsletter
• Lastly, Organisation Contact Details are furnished.

82. The process of communication does not involve:
(a) Medium
(b) Feedback
(c) Fax message
(d) Sender
Answer:
(c) Process of communication involves:

• Sender
• Message
• Medium
• Receiver
• Feedback
• Noise

83. The highest level of interactivity between the sender and the receiver is in.
(a) Electronic news letters
(b) Bulletin Boards
(c) Face-to-face communications
(d) Facebook postings
Answer:
(c) Face to face communication gives a personal touch to the communication. It also provides an opportunity for feedback and clarification. Thus, it is most interactive in nature.

84. Horizontal flow of communication takes place
(a) Between people of the same level.
(b) Between more than one organisation. .
(c) From lower levels to higher levels of authority.
(d) From higher levels to lower levels of authority.
Answer:
(a) Horizontal type of communication flow usually takes place between people of the same status/level of hierarchy in the organization. However, as flatter organizational structures have now become the order of the day, people of different ranks now manage to converse with less reserve and formality. There are many advantages of such openness. Policy decisions are no longer shrouded in mystery. Workers are encouraged to ask questions and understand the compulsions of hard decisions. There is better understanding and coordination.

85. Which of the following is not an advantage of oral communication?
(a) It provides the opportunity for immediate feedback.
(b) It helps to convey the message with suitable tone.
(c) It depends on the listening skills of the receiver.
(d) Its economical.
Answer:
(c) Every now and then in business we make conversation – superiors with subordinates, superiors among themselves, subordinates among themselves, customers with suppliers, and suppliers with clients and so on and so forth. Hence, we cannot ignore the importance of speech in business. Its success or failure depends on the mental make-up of the sender/receiver at the time of communication. Thus, option c will be considered as disadvantage but not the advantage.

86. Which of the following, falls into the group of seven C’s of effective communication?
(a) Customer newsletter
(b) Customised reports
(c) Courtesy towards recipient
(d) Customers feedback
Answer:
(c) The key to success of business partly lies in being able to communicate effectively; one should make a conscious effort to master it. Effective communication depends on three things: “Understandable messages, credibility of the sender, and how the message affects the receiver”. Hence, courtesy towards the recipient is the one among the seven C’s from the above options.

87. Choose the incorrect statement:
(a) Written communication does not allow immediate feedbacks, as compared to oral communication
(b) Written communication does not create legal liability
(c) Written communication is permanent
(d) Written communication takes much more time
Answer:
(b) Written Communication does create legal obligation and are legally binding on the parties.

88. Words are changed to signals with the help of the …………………… key in a telegram.
(a) Marons
(b) Mortoris
(c) Morse’s
(d) Morgoris.
Answer:
(c) In Telegrams, on order to send a message words are changed into signals with Marse’s key.

89. Communication failures can be caused due to:
(a) Ambiguity
(b) Clarity
(c) Correctness
(d) Completeness
Answer:
(a) Ambiguity is one of the basic reasons of distortions in communication.

90. “Relevant details must be submitted for the preparation of order by Saturday”. This is an example of which kind of communication barrier?
(a) Passing judgements
(b) Ambiguity
(c) False assumption
(d) Distortions
Answer:
(b) The given is example of ambiguity and it does not clarify whether the details are required by Saturday or the order must be prepared by that day.

91. Which one of the following is grammatically correct?
(a) I bought three dozen bananas
(b) I bought three dozen bananas
(c) I bought three dozens banana
(d) I bough three dozen banana.
Answer:
(b) I bought three dozen bananas is grammatically correct.

92. Don’t worry we are prepared ……………….. anythings. Which one of the following is the correct preposition to fill in the blank space?
(a) By
(b) From
(c) To
(d) For
Answer:
(d) Don’t we are prepared for anythings. ‘For’ is correct preposition.

93. Which of the following serves as a road map for the meeting?
(a) Addendum to the notice
(b) Agenda
(c) Quorum
(d) Notice
Answer:
3. (b) Agenda means to serve as a road map for meeting.

94. If you want to reduce miscommunication on, you should:
(x) Start assuming
(y) Talk to people
(z) Improve your working environment The Correct option is:
(a) (x)and(y)
(b) (y) and (z)
(c) (x) and (z)
(d) All of the above.
Answer:
(b) By talking to people, miscommunication can be reduced to the great extent. Improve working environment helps to reduce miscommunication

95. Which of the following is not a barrier to communication?
(a) Incorrect choice of medium
(b) Difference in status
(c) Trust level
(d) Open communication channel
Answer:
(d) Open communication channel is not a barrier to communication.

96. Match the parts of communication process to their respective definition:
1. ReceIver (i) It decodes the massage to determine the meaning of the message sent
2. Feedback (ii) An idea or an argument initially originates from here.
3. MedIum (iii) After this process one side of interpersonal communication is completed.
4. Sender (iv) It may be in the tom, at a letter or report fax or telegram, telephone or email.

The Correct option is:
(a) 1 (i), 2 (iii), 3(iv), 4 (ii)
(b) 1 (iii), 2 (i), 3 (iv), 4 (ii)
(c) 1 (iv), 2 (iii), 3 (i), 4 (ii)
(d) 1 (ii), 2 (i), 3 (iv), 4 (iii)
Answer:
6. (a) ‘Receiver means it decodes the message to determine the meaning of message sent. ‘Feedback’ means after this process one cycle of inter-personal communication is communicated. “Medium’ may be in the form of a letter or report fax or telegram, telephone or e-mail. ‘Sender’ means An idea or an agreement initially originates from here.

97. The word “Communication” has been derived from.
(a) Communism
(b) Community
(c) Communicate
(d) Communis
Answer:
(d) “Communication” is derived from latin word Communis which means to import, to share or to make common.

98. Which of the following is incorrect
(a) Communication is a dynamic process
(b) Communication is one-way process
(c) Communication is ongoing process
(d) It mot only contain facts but ideas and emotions too.
Answer:
(c) Communication is a two-way process
It contains not only facts but ideas, emotions and information too.
It is ongoing process
It is a dynamic process etc., hence option (b) is correct option.

99. Flow of Communication is:
(a) Upward flow
(b) Diagonal flow
(c) Horizontal flow
(d) All of these
Answer:
(d) Channels of Communication:

• Downwards flows
• Upward flows
• Diagonal flows
• Horizontal; hence option (d) is correct.

100. Language of communication may be:
(a) Verbal or written only
(b) Verbal or Non-verbal
(c) Oral only
(d) Gestural only
Answer:

101. Which one of these is a mode of Non-Verbal communication:
(a) Video conference
(b) Tele Communication
(c) Gestures
(d) Massages
Answer:
(c) Types of Non-Verbal Communication:

• Gestures
• Facial expressions
• Movement
• Eye Contact
• Physical appearance

102. Gestures cannot be used in –
(a) Oral communication
(b) Body language
(c) Written communication
(d) Informal communication.
Answer:
(c) Gestures cannot be used in written communication because they can only be represented by personal communication.

103. Seven C’s of effective communication do not include –
(a) Consideration of sender
(b) Courtesy towards recipient
(c) Correctness of facts
(d) Concreteness in presentation
Answer:
(a) Seven C’s of effective communication are as follows:

• Correctness of facts
• Clarity of expression
• Conciseness of message
• Completeness of information
• Consideration of the receiver
• Concreteness in presentation
• Courtesy towards recipient.

104. The flow or pattern of communication can be –
(a) Downward
(b) Upward
(c) Diagonal or horizontal
(d) All of the above.
Answer:
(d) The flow of pattern of communication can be

• Downward
• Upward
• Diagonal or horizontal.

105. To eat one’s words
(a) To retract one’s assertions under compulsion.
(b) To have to humiliate one self.
(c) To make something less effective.
(d) To issue a challenge.
Answer:
(a) To eat one’s words means- Retract what one has said, especially in a humiliated way.
Eg. They will eat their words when win.

106. Meaning of ab initio?
(a) To the same thing
(b) To infinity
(c) From the beginning
(d) In good faith.
Answer:
(c) The phrase “ab initio” means From the beginning.

107. Downward communication can tie done between?
(a) Employer and Employer
(b) Employee and Employee
(c) Employer and Employee
(d) None of above.
Answer:
(c) Traditional organisations have a vertical structure. All the important decisions are taken at the top. These are communicated through different levels of hierarchy to the workers. It is done between employer and employee.

108. Business communication is:
(a) Internal and informal
(b) External and formal
(c) Internal as well as external
(d) All of above.
Answer:
(d) Types of Communication –

• Internal Communication
• External Communication
• Formal Communication
• Informal Communication
• Downward Communication
• Upward Communication
• Vertical Communication

109. Sender can be:
(a) Receiver
(b) Recipient
(c) Communicator
(d) All of above.
Answer:
(c) Sender is a person who want to share ideas, facts etc. Hence sender can be a communicator.

CS Foundation Business Management Ethics and Entrepreneurship Notes