Chapter-1: Introduction to Managerial Communication Self Assessment Questions 1. Communication had a vital role to play in ensuring that people belonging to a particular country or a culture or linguistic group interact with and relate to people belonging to other countries or culture or linguistic group. 1. True 2. False 2. The process of communication is aimed at delivering a clear message from a sender to a receiver, using………………….. a. verbal channels b. non-verbal channels c. Both a and b d. None of these 3. Communication is used by people to share and analyses thoughts, ……………… and ideas. a. Information b. Skill c. Knowledge d. All of these 4. …………………… is ‘the downward, horizontal, or upward exchange of information and transmission of meaning through informal or formal channels that enables managers to achieve their goals’. a. Business communication b. Managerial communication c. Customer communication d. None of these 5. ……………………. is an important process in order to ensure a clear understanding of the organizational goals and engage people at all levels towards their attainment. a. Managerial communication b. Customer communication c. Business communication d. None of these 6. Managerial performance can therefore benefit of good interpersonal………..
Transcript
Chapter-1: Introduction to Managerial Communication
Self Assessment Questions
1. Communication had a vital role to play in ensuring that people belonging to a
particular country or a culture or linguistic group interact with and relate to people
belonging to other countries or culture or linguistic group.
1. True
2. False
2. The process of communication is aimed at delivering a clear message from a sender to
a receiver, using…………………..
a. verbal channels
b. non-verbal channels
c. Both a and b
d. None of these
3. Communication is used by people to share and analyses thoughts, ……………… and
ideas.
a. Information
b. Skill
c. Knowledge
d. All of these
4. …………………… is ‘the downward, horizontal, or upward exchange of information
and transmission of meaning through informal or formal channels that enables
managers to achieve their goals’.
a. Business communication
b. Managerial communication
c. Customer communication
d. None of these
5. ……………………. is an important process in order to ensure a clear understanding of
the organizational goals and engage people at all levels towards their attainment.
a. Managerial communication
b. Customer communication
c. Business communication
d. None of these
6. Managerial performance can therefore benefit of good interpersonal………..
a. Customer skills
b. business skills
c. communication skills
d. None of these
7. Mindsets and assumptions are not some perceptual barriers which prevent people to
understand each other’s point of view.
a. True
b. False
8. An autocratic style is likely to hinder the process and force it to follow a downward
flow without the possibility of …………….
a. upwards feedback
b. upwards forward
c. upwards backward
d. None of these
9. Feedback is important in the ………………… as only through it the sender can be
sure that the message transmitted has been fully understood from the receiver.
a. business process
b. communication process
c. customer process
d. None of these
10. ……………………….. is a function which helps managers communicates with each
other as well as with employees within the organization.
a. Knowledge communication
b. Managerial communication
c. Business communication
d. All of these
11. ……………………….. generally takes place between two or more individuals at the
workplace.
a. Organizational Communication
b. Interpersonal communication
c. Both a and b
d. None of these
12. Communication done with the help of words is called as ………………….
a. verbal communication
b. non verbal communication
c. Written Communication
d. None of these
13. Managers must inculcate a practice of communicating through emails with their
juniors as it is the one of the most reliable modes of communication.
a. True
b. False
14. Communication which follows hierarchy at the workplace is called as
…………………...
a. formal communication
b. Informal Communication
c. Both a and b
d. None of these
15. …………….. takes place when employees share their views with their managers on
their nature of work, job responsibilities and how they feel about the organization on
the whole.
a. Downward Communication
b. Upward communication
c. Direction of Communication
d. All of these
16. ………………. enjoys great advantage over other means of communication like
advice or order.
a. Suggestion
b. Persuasion
c. Education
d. All of these
17. Maintaining professional etiquette in oral and written business communication is of
utmost importance and must not be taken lightly.
a. True
b. False
18. Communication in the workplace involves interpersonal communication between
colleagues, superior and subordinate and vice versa and ……………………… skills
come handy in such situations.
a. Network communication
b. Business communication
c. workplace communication
d. None of these
19. Communication is a ……….. of giving and receiving information through any
number of channels.
a. one-way process
b. two-way process
c. three-way process
d. All of these
20. Communication is a process of exchanging information, ideas, thoughts, feelings
and emotions through speech, signals, writing, or behavior.
a. True
b. False
Answers for Self Assessment Questions
1. (a) 2.(c) 3.(a) 4.(b) 5.(a)
6. (c) 7.(b) 8.(a) 9.(b) 10.(b)
11. (b) 12.(a) 13.(a) 14.(a) 15.(b)
16. (a) 17. (a) 18. (b) 19. (b) 20. (a)
Chapter-2: Nonverbal Communication
Self Assessment Questions
1. Good communication is the foundation of successful relationships, both personal and
professional.
a. True
b. False
2. Nonverbal cues
a.complement a verbal message.
b. regulate verbal communication.
c. both complement and regulate.
d. neither complement nor regulate.
3. A key difference between verbal and nonverbal communication is that:
a.Verbal communication is nonlinear.
b. Nonverbal communication is linear.
c. Verbal communication is linear and nonverbal communication is
nonlinear.
d. There are no specific differences between verbal and
nonverbal cues.
4. When a college instructor pauses during a lecture and looks at students who are
talking in order to communicate that they should be quiet, what function is being
fulfilled by the nonverbal message?
a.accenting
b. complementing
c. substituting
d. contradicting
5. Which of the following is NOT a characteristic of nonverbal communication?
a. It remains unaffected by its setting.
b. It often operates at a subconscious level.
c. It reveals feelings and attitudes.
d. It may conflict with verbal messages.
6. In a mixed message, the nonverbal communication is usually more reliable than the
verbal message because
a.verbal messages are more likely to show your feelings.
b. the cultural setting has a greater impact on nonverbal
communications.
c. it is much harder to control and manipulate nonverbal
communications.
d. all of the above reasons.
7. Nonverbal communication is defined as the process by which nonverbal behaviors
are used, either singly or in combination with verbal behaviors, in the exchange and
interpretation of messages within a given situation or context.
a. True
b. False
8. Displays of feelings vary by cultures. Which of the following is NOT true?
a.Many Asian cultures use high degrees of facial expressions.
b. Arabic cultures freely express grief.
c. Most Americans hide grief or sorrow.
d. Sometimes, excessive smiling may signal shallowness.
9. Which of the following is NOT an aspect of paralanguage?
a.facial expressions
b. rate of speech
c. pitch of voice
d. volume of voice
10. Which of the following statements best describes paralanguage?
a.It involves the speaker's choice of words.
b. It can create a distinct impression of the speaker.
c. Its main component is body language.
d. It exists beside language and interacts with it.
11. The term kinesics refers to
a.paralinguistic cues that are used to persuade.
b. vocal fillers that regulate the flow of speaking.
c. body movements that directly translate into words.
d. all forms of body movement other than physical contact
with another person.
12. Which of the following categories of body movement is correctly defined?
a.Emblems are movements that directly translate into words.
b. Illustrators are movements that are universally recognized
across cultures.
c. Regulators control the rate of speech at which the speakers are
talking.
d. Adaptors are a form of feedback, signaling the listener's
disagreement with the speaker.
13. The nonverbal behavior an individual uses is a product of characteristics endowed
at birth and socially learned norms.
a. True
b. False
14. Which statement concerning attractiveness is NOT correct?
a.Having an attractive wife is a universal sign of a man's status.
b. Young women are a sign of health and fertility, in men's
eyes.
c. Women of all cultures are attracted more to wealth and power in
men.
d. Attractiveness almost always correlates positively with good
grades.
15. Which statement about attractiveness is FALSE?
a.Physical characteristics that a person can control are termed
elective characteristics.
b. Context is an important factor when judging attractiveness.
c. Elective characteristics have more influence on how one sees the
world.
d. Attractiveness pays off in the business world with more job
offers.
16. The face is an important channel of identity; friends and acquaintances can
recognize us before a word is said.
a. True
b. False
17. Which type of dress gives the wearer the greatest degree of choice?
a.uniforms
b. occupational dress
c. leisure clothing
d. costumes
18. Kinesics, or body language, is one of the most powerful ways that humans can
communicate nonverbally.
a. True
b. False
19. Illustrators are not movements that complement verbal communication by
describing or accenting or reinforcing what the speaker is saying.
a. True
b. False
20. Which statement concerning chromatics, or the use of time, is incorrect?
a.Across cultures, the attitude towards time is more universal than
the attitude towards touch.
b. The degree of control a person has over time changes with
age and status.
c. A person can communicate nonverbally by being on time or late.
d. The way time is divided is an indication of the value placed
on it.
Answers for Self Assessment Questions
1. (a) 2.(c) 3.(c) 4.(c) 5.(a)
6. (c) 7.(a) 8.(a) 9.(a) 10.(d)
11. (d) 12.(a) 13.(a) 14.(d) 15.(c)
16. (a) 17. (d) 18. (a) 19. (b) 20. (a)
Chapter-3: Managerial Speeches
Self Assessment Questions
1. The team members should know what their manager or team leader intends to
communicate.
a. True
b. False
2. ……………………………….. generally takes place between two or more individuals
at the workplace.
a. organizational communication
b. Interpersonal communication
c. Both a and b
d. None of these
3. Verbal communication is a type of communication where the information flows
through verbal
a. medium like words
b. speeches
c. presentations
d. All of these
4. In ………………., an individual must understand the importance of words and how
to put them across.
a. Non verbal communication
b. verbal communication
c. Both a and b
d. None of these
5. In …………….. it is the responsibility of the sender to cross check with the receiver
whether he has downloaded the correct information or not and the sender must give
the required response.
a. nonverbal communication
b. verbal communication
c. Both a and b
d. None of these
6. While speaking the pitch ought to be ………………. for everyone to understand and
the content must be designed keeping the target audience in mind.
a. high and clear
b. low and clear
c. low and high
d. All of these
7. Any communication made between two people without words and simply through
facial movements, gestures or hand movements is called as ……………………………...
a. verbal communication
b. verbal skill
c. non verbal communication
d. None of these
8. Vision plays a very important role in ………………. and it depends on the recipient
how to interpret the message.
a. visual communication
b. Body Language
c. Organizational Communication
d. None of these
9. Managers must also take special care of their body language, facial expressions, and
gestures for effective communication.
a. True
b. False
10. ……………………… takes place when employees share their views with their
managers on their nature of work, job responsibilities and how they feel about the
organization on the whole.
a. Downward Communication
b. Upward communication
c. Informal Communication
d. None of these
11. Our tendency to form judgments relative to a neutral level defined by our prior
experience.
a. Having Positive Attitude
b. Having Good Relationship
c. Adaptation-level Phenomenon
d. None of these
12. Speech coding or speech compression is not the field concerned with obtaining
compact digital representations of speech signals for the purpose of efficient
transmission or storage.
a. True
b. False
13. ……………………. technology has migrated from mini- and mainframe computers
to workstations and personal computers, and applications are already running on them.
a. Speech recognition
b. Communication recognition
c. Read recognition
d. None of these
14. ……………………. topics checks for most particular events and an easy method to
outline this kind of best public speaking topics.
a. Speech of Thanks
b. Special occasion speech
c. Both a and b
d. None of these
15. The widespread application of speech processing technology required that
touchtone telephones be readily available.
a. True
b. False
16. Text-dependent speaker recognition exists in the form of ……………….., but
accurate text-independent speaker recognition remains a target.
a. operating systems
b. sequential systems
c. operational systems
d. None of these
17. Sound and visual ‘illustrations’ are no longer mere minor complements to thought
but they directly influence the thoughts and the very conduct of millions of individuals.
a. True
b. False
18. Sound and visual ‘illustrations’ are no longer mere minor complements to thought
but they directly influence the thoughts and the very conduct of millions of individuals.
a. True
b. False
19. The widespread application of speech processing technology required that
touchtone telephones be readily available.
a. True
b. False
20. Managers must also take special care of their body language, facial expressions, and
gestures for effective communication.
a. True
b. False
Answers for Self Assessment Questions
1. (a) 2.(b) 3.(d) 4.(b) 5.(b)
6. (a) 7.(c) 8.(a) 9.(a) 10.(a)
11. (c) 12.(b) 13.(a) 14.(b) 15.(a)
16. (c) 17. (a) 18. (a) 19. (a) 20. (a)
Chapter-4: Arts of Listening
Self Assessment Questions
1. Real communication and connection occur when the speaker and listener participate
in the process.
a. True
b. False
2. Listening is probably the most valuable skill a person can bring to
an…………………...
a. business relationship
b. knowledge relationship
c. interpersonal relationship
d. None of these
3. Shared meaning is a listening procedure that completes the cycle involved in
listening.
a. True
b. False
4. A presentation is a form of oral communication in which a person shares factual
information with an audience that is:
a. mixed
b. specific
c. small
d. large
5. The presenter acts as the:
a. advocate of the information
b. supporter of the information
c. deliverer of the information
d. medium of the information
6. Presentation Skills in any profession is an art of getting the attention of the audience
and enthralling them with ideas or performance.
a. True
b. False
7. Presentation skills of a person become more impressive if he learns the
…………speaking as well.
a. public
b. art of public
c. word
d. None of these
8. Regardless of whether the situation calls for appreciative, critical, discriminative or
active listening, listening skills can be improved with conscious effort.
a. True
b. False
9. To be able to give a good presentation, a full rehearsal is:
a. necessary
b. optional
c. useless
d. audience based
10. Reading out a presentation is:
a. dull
b. allowed
c. helpful
d. not allowed
11. Body language refers to any kind of ……………….. or posture, including facial
expression, which transmits a message to the observer.
a. bodily knowledge
b. bodily movement
c. bodily skill
d. None of these
12. Body language is a form of mental and physical ability of……………… , which
consists of body posture, gestures, facial expressions, and eye movements.
a. human verbal communication
b. human non communication
c. human non-verbal communication
d. None of these
13. Body language may provide clues as to the attitude or state of……………………….
a. Skill of a person
b. Knowledge of a person
c. mind of a person
d. None of these
14. …………………. requires the buttocks resting on a more or less horizontal structure,
like a chair or the ground.
a. Sitting
b. Squatting
c. Lying
d. None of these
15. People often focus on their speaking ability believing that good speaking equals
good communication.
a. True
b. False
16. …………………. is a posture where the weight of the body is on the feet (as with
standing) but the knees are bent either fully (full or deep squat) or partially (partial,
half, semi, parallel or monkey squat).
a. Sitting
b. Squatting
c. Lying
d. None of these
17. In numerous guidelines created to prepare future leaders, “knowing self” is the very
top of the priority list.
a. True
b. False
18. Self-monitoring is a special kind of ……………… sensitivity.
a. economic
b. social
c. business
d. None of these
19. The ability to speak well is not a necessary component to successful communication.
a. True
b. False
20. Focal listening gains in importance global or primary listening loses the foreground
and only returns in initiatory or unfamiliar situations such as entering a room full of
people speaking a foreign language.
a. True
b. False
Answers for Self Assessment Questions
1. (a) 2.(c) 3.(a) 4.(b) 5.(a)
6. (a) 7.(b) 8.(a) 9.(a) 10.(d)
11. (a) 12.(c) 13.(c) 14.(a) 15.(a)
16. (b) 17. (a) 18. (b) 19. (b) 20. (a)
Chapter-5: Group Communication
Self Assessment Questions
1. Group communication is an extension of interpersonal communication where more
than two individuals are involved in exchange of ideas, skills and interests.
a. True
b. False
2 Communication in a group, small or big, serves many goals including collective
decision-making, self-expression, increasing one’s effect, elevating one’s status and
relaxation.
a. True
b. False
3. ………………. has limitations too, as group interaction is time consuming and often
inefficient, especially in an emergency.
a. Clint communication
b. Customer communication
c. Group communication
d. None of these
4. Groups have been classified as ………………….
a. small groups
b. large groups
c. Both a and b
d. None of these
5. Group communication is implemented by having the sender transmit separate
packets to each of the members of the group.
a. Multicasting
b. Uncasing
c. Broadcasting
d. None of these
6. An announcements list is an important way to keep ………. and interested people
involved.
a. Customer members
b. Clint members
c. group members
d. None of these
7. Groups of computers to communicate with one another is referred to as group
communication.
a. True
b. False
8. The clusters of people like families or close friendship circles where there is close,
face-to-face and intimate interaction.
a. Primary group
b. Secondary groups
c. Both a and b
d. None of these
9. ……………… are specifically formed for some purpose either by their members, or by
some external individual, group or organization.
a. Emergent groups
b. Planned groups
c. Both a and b
d. None of these
10. Significant sites of socialization and education enabling people to develop a sense of
identity and belonging, and to
a. deepen knowledge
b. skills
c. values and attitudes
d. All of these
11. …………… are formed to foster improved interpersonal relationships rather than to
accomplish any particular task or objective.
a. Primary group
b. Informal group
c. Formal group
d. None of these
12. In a group situation, participants typically feel conflicting needs to conform to and
to resist the group’s norms.
a. True
b. False
13. A Group Discussion is a verbal dialogue and exchange of thoughts and opinions
between …………...
a. groups of client
b. groups of customer
c. groups of people
d. None of these
14. The candidate who starts the discussion, fixes time limit for each candidate,
maintains discipline during the discussion and summarizes the discussion at the end
has got ……………...
a. Communication Skills
b. Conflict Handling Skills
c. leadership qualities
d. None of these
15. Most group communication disrupts progress towards accomplishing these
functional tasks, but counteractive communication can bring people back to rational
inquiry.
a. True
b. False
16. Interaction that moves the group along the goal path by calling attention to one of
the four requisite decision making functions.
a. Promotive
b. Disruptive
c. Counteractive
d. None of these
17. A videoconference is a way of holding meetings and discussions among the groups
of remote users with on-line image transmission.
a. True
b. False
18. Videoconferencing helps simplify the process of distance learning thanks to a two-
way (point-to-point) video connection.
a. True
b. False
19. Group interaction has a ………….. on the final decision by coming up with a quality
solution.
a. negative impact
b. positive impact
c. Both a and b
d. None of these
20. A person who is willing to deviate from the group’s norms may make suggestions
and raise objections that would not occur to, or be expressed by, group conformists.
a. True
b. False
Answers for Self Assessment Questions
1. (a) 2.(a) 3.(c) 4.(c) 5.(b)
6. (c) 7.(a) 8.(a) 9.(b) 10.(d)
11. (b) 12.(a) 13.(c) 14.(c) 15.(a)
16. (b) 17. (a) 18. (b) 19. (b) 20. (a)
Chapter-6: Introduction to Managerial Writing
Self Assessment Questions
1. Writing skills are most effective when used in conjunction with effective
interpersonal communication.
a. True
b. False
2. Which of the following is NOT a component in the Communication Model?
a. Sender
b. Messenger
c. Encoding
d. Receiver
3. What kind of information should be included in a resume?
a. Work experience
b. Education
c. Affiliation and membership
d. Letter of recommendation
4. What are the common barriers that impede communication?
a. Barriers with people
b. Barriers with words
c. Barriers made by cultural differences
d. Barriers made by distance
5. Which of the following information should be included in minutes?
a. Date and venue of the meeting
b. Decisions made at the meeting
c. Comments from the members
d. Action to be taken by the members
6. When preparing to write for business purposes, the 4 Ps include:
a. Personal
b. Position
c. Polite
d. Professional
7. Written communication is very common in business situations, so it is important for
small business owners and managers to develop effective written communication skills.
a. True
b. False
8. What should be avoided when engaging in business correspondence?
a. Choppy sentences
b. Passive sentences
c. Bias-free language
d. Cliches
9. Which of the following is NOT a problem when calling for a meeting:
a. Personal agenda
b. Team spirit
c. Interpersonal conflicts
d. Cultural differences
10. Which of the following sentences about reports is NOT true?
a. A short report is meant to convey information in an efficient, compact format.
b. An annual report is usually published once a year for shareholders as well as for
employers.
c. A recommendation report examines a situation and concludes with specific
recommendations.
d. A proposal is a report written to convince a reader that a need exists and that
specific action should be taken to remedy that need.
11. Which of the following is NOT an external business written communication?
a. Complaint letter
b. Curriculum Vitae
c. Memo
d. Enquiries letter
12. Effective communication can ONLY be achieved when:
a. The audience is understood
b. Feedback is encouraged
c. Thoughts are organized
d. None of these
13. Business letters secure, promote and maintain business without complications;
Business letters serve us a reference for the future.
a. True
b. False
14. …………. have to grow and enlarge, improving the quality of their products, by
producing new products and providing better services.
a. Management organizations
b. Business organizations
c. Industrial organizations
d. None of these
15. Process oriented communication allows us to understand the basic movements and
therefore the dynamics of verbal interaction.
a. True
b. False
16. Circular letters are sent to a …………….
a. large number of customer
b. large number of consumer
c. large number of people
d. none of these
17. Communication that flows from a higher level in an organization to a lower level is
a…………….
a. upward communication
b. downward communication
c. Both a and b
d. None of these
18. Upward communication leads to a more committed and loyal workforce in an
organization because the employees are given a chance to raise and speak
dissatisfaction issues to the …………...
a. lover levels
b. higher levels
c. middle levels
d. None of these
19. Communication that takes place between a manager and employees of other
workgroups is called diagonal communication.
a. True
b. False
20. Communication is one of the most important tools in human growth as it helped the
modern civilization to evolve in an inventive manner.
a. True
b. False
Answers for Self Assessment Questions
1. (d) 2.(b) 3.(a) 4.(d) 5.(b)
6. (b) 7.(d) 8.(c) 9.(c) 10.(a)
11. (d) 12.(c) 13.(a) 14.(c) 15.(b)
16. (b) 17. (c) 18. (a) 19. (c) 20. (c)
Chapter-7: Reports
Self Assessment Questions
1. The transfer and understanding of meaning is called …………….
a. encoding
b. decoding
c. message
d. communication
2. The four conditions that affect encoded messages are:
a. knowledge, aptitude, timing and feedback
b. ability, language, timing and feedback
c. skill, attitudes, knowledge and social-cultural system
d. ability, language, receiver and channel
3. John writes a memo to his employees. Putting his thoughts onto paper is an example
of:
a. encoding
b. decoding
c. feedback
d. sourcing
4. Undue stress regarding oral and/or written communication is known as:
a. communication block
b. reticent apprehension
c. ambivalent reticence
d. communication apprehension
5. Which of the following is not a barrier to effective communication?
a. language
b. channel richness
c. selective perception
d. defensiveness
e. filtering
6. Receivers in the communication process project their interests and expectations into
communications as they decode them. This is called:
a. language
b. filtering
c. emotions
d. selective perception
7. When a person manipulates information so that it will be received more favorably, he
is:
a. using selective perception
b. communicating favorably
c. using vertical communication
d. filtering information
8. The more levels a message must go through to reach the bottom of the organizational
hierarchy, the more likely that:
a. the power of managers will be diluted
b. written memos will be used
c. subordinates will be discontented
d. filtering will occur
9. …………. is used to provide feedback to higher-ups, inform them of progress toward
goals, and relay current problems.
a. Directional communication
b. Technical communication
c. Upward communication
d. Interpersonal communication
10. Which of the following statements is not characteristic of nonverbal communication?
a. It is insignificant and should be ignored in the process of explaining and
predicting behavior.
b. It tends to complicate the verbal communication process.
c. It includes meanings transmitted through facial expressions.
d. It does not make use of oral processes, speech, or formal language.
11. Tannin’s research indicates that men use talk to ……….. , while women use it to
…………....
a. build relationships; get promotions
b. establish blame; emphasize status
c. create networks; create connections
d. emphasize status; create connections
12. Which of the following is true regarding the difference between genders when they
communicate?
a. Women cast themselves in a superior light.
b. Women appear more confident than men.
c. Men use talk to emphasize dependence.
d. Women avoid directness and prefer subtlety.
13. In dealing with cross-cultural communication, putting oneself in the recipient’s
shoes is a method termed:
a. symbolic interaction
b. hypothesis testing
c. semantics
d. empathy
14. When communicating with people from a different culture it is best to assume:
a. differences until similarity is proven
b. differences in intelligence
c. similar understanding of ideas
d. similar interpretation of symbols
e. people are all the same
15. When communicating with people from different cultures it is best to:
a. present from your perspective
b. avoid descriptions
c. focus on interpretations
d. treat your interpretation as a working hypothesis
16. Intranets are a useful way to improve communication with:
a. employees
b. competitors
c. customers
d. external clients
17. E-mail has:
a. caused less confusion because there are no nonverbals
b. increased accuracy in communication
c. increased the number of hours worked
d. reduced the number of hours worked
18. Electronic meetings, when compared to face-to-face meetings, do not meet the need
for:
a. self-actualization
b. growth
c. self-esteem
d. affiliation
19. Research on performance feedback reveals those employees:
a. underestimate their performance
b. provide accurate estimates of their performance
c. overestimate their performance
d. are seldom defensive
e. are eager to participate in performance reviews
20. Continually shifting back and forth between the role of speaker and listener is:
a. distracting to the speaker
b. a cultural practice
c. making smooth transitions
d. called framing
Answers for Self Assessment Questions
1. (d) 2.(c) 3.(a) 4.(d) 5.(b)
6. (d) 7.(d) 8.(d) 9.(c) 10.(a)
11. (d) 12.(d) 13.(d) 14.(a) 15.(d)
16. (a) 17. (c) 18. (d) 19. (c) 20. (c)
Chapter-8: Routine Correspondence
Self Assessment Questions
1. Routine Correspondence is the primary means to communicate both within and
outside the Coast Guard.
a. True
b. False
2. Circulars or fliers are a highly effective way to communicate with ……………
a. employees
b. customers
c. Both a and b
d. None of these
3. Research into complaint behavior reveals that only a fraction of dissatisfied
…………… complain to business’s and, thereby, give the company an opportunity to
correct the problem.
a. Customer
b. Consumers
c. Client
d. None of these
4. Complaints and complaint trends tell business how to do its job better by alerting
management to problems that need prompt attention and correction.
a. True
b. False
5. Promoting good complaint handling is a key part of your work if you receive
complaints from time to time.
a. True
b. False
6. Complaint managers need to be patient, articulate, and able to balance fairly the
interests of the organization with those of the consumer.
a. Customer
b. Consumer
c. Client
d. None of these
7. Empathy and trust improve relationships and communication, complaint handling,
……………… , and help to diffuse misunderstanding or even conflict.
a. Consumer retention
b. Clint retention
c. customer retention
d. None of these
8. Interview and evaluation …………….. take time and practice to master.
a. presentation knowledge
b. presentation
c. presentation skills
d. None of these
9. The interview/discussion with the employee should be conducted in an environment
which facilitates communication and the sharing of ideas and information.
a. True
b. False
10. An important step in the performance evaluation process is the supervisor’s
discussion with ……………..
a. the client
b. the consumer
c. the employee
d. None of these
11. Complaints and complaint trends tell business how to do its job better by alerting
management to problems that need prompt attention and correction.
a. True
b. False
12. Plan and schedule the interview for a ………….. which provides privacy and
undivided attention.
a. time
b. place
c. Both a and b
d. None of these
13. Listen to the employee during the interview, especially immediately after ………….
has been given.
a. positive feedback
b. negative feedback
c. only feedback
d. None of these
14. The evaluation discussion should not be the only time you discuss an employee’s
performance.
a. True
b. False
15. The evaluation is a professional, job related assessment of an employees’…………
a. Manual performance
b. annual performance
c. dynamic performance
d. None of these
16. Acknowledge the complaint to the complainant and make the response personal not
a mechanized response.
a. True
b. False
17. Business owners can post circulars on grocery store bulletin boards or include them
with the daily newspaper.
a. True
b. False
18. The heading leads readers into the body of the circular, which describes a particular
offer, product or service in a …………...
a. bullet-point format
b. bullet format
c. point format
d. None of these
19. Event and meeting planners are expected to contribute to or write formal invitation
letters and materials for the meetings, incentive trips and other programs that they
organize.
a. True
b. False
20. A management philosophy that embraces customer satisfaction as a primary goal of
business, instead of defending the company in the face of complaints, can change the
rules of the game for companies.
a. True
b. False
Answers for Self Assessment Questions
1. (a) 2.(c) 3.(b) 4.(a) 5.(a)
6. (b) 7.(c) 8.(c) 9.(a) 10.(c)
11. (a) 12.(c) 13.(b) 14.(a) 15.(b)
16. (a) 17. (a) 18. (a) 19. (a) 20. (a)
Chapter-9: Resume
Self Assessment Questions
1. A resume is...
(a) An autobiography of one's career life and professional experiences in order to
secure employment.
(b) A detailed listing of a job candidate's skills, experiences, responsibilities and
achievements as these relate to the position and company being targeted.
(c) A complete listing of an individual's education, work experience and professional
training.
(d) None of these
2. The purpose of a resume is to...
(a) Establish a candidate's qualifications for a position in order to secure an
interview.
(b) Establish a candidate's qualifications for a position in order to secure
employment.
(c) Establish a candidate's qualifications for a position in order to eliminate the
competition.
(d) None of these
3. The length of a resume must be...
(a) One page, no longer.
(b) Two pages, no longer.
(c) Whatever number of pages is necessary to qualify the candidate.
(d) All of these
4. The most important information on my resume is...
(a) Job experience and education.
(b) Contact information.
(c) Achievements.
(d) None of these
5. It's okay to exaggerate information on my resume when...
(a) I'm writing about older, less important positions and need to make my career
path more logical.
(b) I was shy of completing a degree by only a few credits - and a degree is a
requirement of the position.
(c) It's never okay to exaggerate information in a resume.
(d) None of these
6. When writing my resume, my main focus should be on...
(a) Who will be reading my resume.
(b) Presenting my best skills, experiences and achievements in priority.
(c) The readability and visual presentation of my document.
(d) None of these
7. When submitting my resume to a job advertisement, I need to make certain that...
(a) I provide as many options for retrieving my resume as possible (ASCII, PDF,
Word processed document, etc.).
(b) I follow the directions of the ad explicitly.
(c) I secure the name of the hiring manager or decision maker.
(d) None of these
8. Preparing your resume is a self-assessment process that will sharpen your ability to
articulate your value while networking, interviewing, and negotiating offers.
a. True
b. False
9. Professionally, a resume is a document that contains a summary of the personal
details, relevant job experience, education, skills, goals, achievements and interests of
an applicant.
a. True
b. False
10. Certain personal information needs to be included in the resume, such as...
(a) My name and contact information.
(b) My name, contact information and date of birth.
(c) My name, contact information, date of birth and number of dependents.
(d) None of these
11. A potential employer is permitted to ask me the date(s) of my ………….. graduation,
and, therefore, I should include this/these date(s) on my resume.
(a) high school
(b) high school and college
(c) college
(d) None of these
12. Posting my resume on a job search database online will make my resume available
to:
(a) Potential employers.
(b) Only those ads to which I respond.
(c) Almost anyone, including my current employer.
(d) None of these
13. Which of the following is not a guideline for writing a business letter?
(a) state your purpose at the end of your document
(b) write so that your letter is clear, concise, professional, and friendly
(c) remember that you are often writing for multiple audiences
(d) proofread for grammar all documents you send out
14. Which of the following is the correct form of a business letter?
(a) single-spaced, with double-spaces between paragraphs
(b) single-spaced, with single-spaces between paragraphs
(c) double-spaced with single-spaces between paragraphs
(d) double-spaced throughout
15. Which of the following is not part of a business letter?
(a) references
(b) salutation
(c) return address
(d) close
16. Which of the following is correct about full block-style business letters?
(a) signature appears on the right half of the page
(b) return address appears on the right half of the page
(c) all parts start at the left margin
(d) paragraph indentations
17. Which of the following is not part of a memo?
(a) salutation
(b) closing
(c) heading
(d) discussion section
18. Which of the following is a correct aspect of a public e-mail?
(a) close the message with your e-mail address only
(b) close the message with your name and e-mail address
(c) close the message with your name only
(d) never use a signature file
19. Which of the following is correct about a newsletter?
(a) margin size for newsletters should be the same on all sides
(b) pages should not contain any contrasting elements
(c) do not include a banner on the front page
(d) everything on every page should align with something else on the page
20. Which of the following is not part of a newsletter?
