Question 1

A good report should be:

Accepted Answer

Report must be factual and objective.

Question 2

Effective communication is achieved when:

Accepted Answer

Effectiveness depends on correct understanding.

Question 3

CV is generally:

Accepted Answer

CV is detailed.

Question 4

Downward communication flows from:

Accepted Answer

Downward is top-to-bottom: orders and instructions.

Question 5

Best approach in adjustment letter is:

Accepted Answer

Adjustment aims goodwill and settlement.

Question 6

Formal communication follows:

Accepted Answer

Formal communication uses official routes and rules.

Question 7

In presentations, overcrowded slides lead to:

Accepted Answer

Too much text reduces comprehension.

Question 8

An inquiry letter is written to:

Accepted Answer

Inquiry asks for details like price, catalogue, terms.

Question 9

Agenda is:

Accepted Answer

Agenda lists topics in order.

Question 10

Kinesics refers to:

Accepted Answer

Kinesics includes gestures, posture, facial expressions.

Question 11

A common barrier to listening is:

Accepted Answer

Noise/distractions reduce listening effectiveness.

Question 12

Who generally prepares minutes?

Accepted Answer

Secretary records and prepares minutes.

Question 13

Listening differs from hearing because listening is:

Accepted Answer

Listening involves understanding and response.

Question 14

Written communication is preferred when:

Accepted Answer

Written provides permanent record and accountability.

Question 15

Which is a major advantage of written correspondence?

Accepted Answer

Written correspondence provides record and evidence.

Question 16

Which is a step in report writing?

Accepted Answer

Data collection is key step.

Question 17

Active listening includes:

Accepted Answer

Active listening uses questions, paraphrasing, feedback.

Question 18

Feedback is important because it:

Accepted Answer

Feedback verifies message understood and closes loop.

Question 19

An analytical report includes:

Accepted Answer

Analytical reports include analysis and recommendations.

Question 20

Which is a limitation of non-verbal communication?

Accepted Answer

Non-verbal cues can be misread, culture-specific.

Question 21

Define skimming.

Accepted Answer

Skimming is quick reading to understand the main idea of a text.

Question 22

State one importance of written correspondence.

Accepted Answer

Written correspondence provides a permanent record and legal evidence.

Question 23

Define cross-cultural communication.

Accepted Answer

Cross-cultural communication is communication between people belonging to different cultural backgrounds.

Question 24

State one essential part of a letter.

Accepted Answer

Subject line is an essential part of a business letter.

Question 25

State one limitation of non-verbal communication.

Accepted Answer

Non-verbal cues can be misinterpreted and are culture-specific.

Question 26

Define business correspondence.

Accepted Answer

Business correspondence is written communication (letters/emails) used to conduct business and maintain relationships.

Question 27

What is confidentiality?

Accepted Answer

Confidentiality means protecting sensitive business and personal information from unauthorised sharing.

Question 28

Define scanning.

Accepted Answer

Scanning is reading quickly to locate specific information in a text.

Question 29

Define listening.

Accepted Answer

Listening is an active process of receiving and understanding a message and responding appropriately.

Question 30

What is high-context communication?

Accepted Answer

High-context communication relies more on context and relationships than explicit words.

Question 31

Differentiate between informational and analytical report (any three points).

Accepted Answer

Informational report gives facts and data only. Analytical report includes analysis/interpretation and recommendations. Informational is descriptive; analytical is evaluative and solution-oriented.

Question 32

What are semantic barriers? Give two examples.

Accepted Answer

Semantic barriers arise due to language and meaning problems. Examples: use of jargon/technical words, ambiguous terms, faulty translation or different interpretation of words.

Question 33

State any three points of netiquette.

Accepted Answer

Use polite tone, avoid ALL CAPS, respect confidentiality, proofread before sending, and use CC/BCC appropriately (any three).

Question 34

Differentiate between high-context and low-context communication (any three points).

Accepted Answer

High-context relies on implicit meaning and relationships; low-context uses direct explicit words. High-context is common in relationship-based cultures; low-context is common in rule-based cultures. High-context needs context reading; low-context needs clear written details.

Question 35

List any three principles of effective business correspondence.

Accepted Answer

Clarity, conciseness, completeness, correctness, courtesy, concreteness and consideration are principles (any three).

Question 36

Explain parts of a business letter with proper format points.

Accepted Answer

A standard business letter contains the following parts:

1) Sender’s address/Letterhead
2) Date
3) Receiver’s address
4) Subject line (purpose of letter)
5) Salutation (Dear Sir/Madam)
6) Body:
   - opening (purpose)
   - main message/details
   - closing (action request)
7) Complimentary close (Yours faithfully/sincerely)
8) Signature and name/designation
9) Enclosures (if any)
10) CC (if any)

Proper format improves readability and creates a professional impression.

Question 37

Explain email etiquette in business communication.

Accepted Answer

Email etiquette means writing and sending emails professionally.

Key points:
- Use a clear subject line (purpose).
- Start with greeting and mention purpose in first 1–2 lines.
- Keep message concise; use bullets for multiple points.
- Maintain polite tone; avoid slang, sarcasm and ALL CAPS.
- Use CC only for those who need to be informed.
- Use BCC in bulk emails to protect privacy.
- Mention attachments in body and ensure they are attached.
- Proofread for spelling/grammar and verify recipients before sending.

Good email etiquette improves clarity, professionalism and avoids misunderstandings.

Question 38

Explain formal and informal communication with differences.

Accepted Answer

Formal communication is official communication that follows the organisation’s structure and rules. It flows through approved channels like circulars, reports, official emails and meeting minutes. It provides accountability and record, but may be slower due to hierarchy.

Informal communication is unofficial communication that arises from social relations among employees. It is fast and flexible, builds relationships and helps quick sharing, but can spread rumours and may not be reliable.

Differences (key points):
- Path: Formal uses official route; informal uses social route.
- Speed: Formal is usually slower; informal is usually faster.
- Record: Formal often has record; informal has no official record.
- Control: Formal is easier to control; informal is difficult to control.

Both forms exist in organisations; good management uses formal channels and keeps grapevine under check by timely information.

Question 39

Explain directional communication (upward, downward, horizontal and diagonal).

Accepted Answer

Directional communication refers to the direction in which messages flow inside an organisation.

1) Downward communication: flows from superiors to subordinates. It includes orders, instructions, policies and performance feedback. It helps control and direction.

2) Upward communication: flows from subordinates to superiors. It includes reports, suggestions, complaints and feedback. It supports participation and helps management understand ground realities.

3) Horizontal communication: flows between people/departments at the same level. It is used for coordination, problem solving and teamwork.

4) Diagonal communication: flows across different levels and departments (e.g., sales executive to finance manager). It speeds up coordination.

Balanced upward and downward communication improves efficiency and reduces conflicts.

Question 40

Explain how to manage workplace conflicts and give feedback respectfully.

Accepted Answer

To handle workplace conflicts and give feedback respectfully:

1) Address the issue early and privately.
2) Focus on facts/behaviour, not personality.
3) Use respectful language and “I” statements (I observed…, I feel…).
4) Listen to the other person and clarify misunderstandings.
5) Suggest solutions and agree on next steps.
6) Document important outcomes if required.

Constructive feedback should be specific, balanced and actionable. This reduces conflict and improves teamwork.

Business Communication — Question Paper

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