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Wednesday 31 January 2018

IIBM Exam papers: Contact us for answers at assignmentssolution@gmail.com

Examination Paper of Business Communication
1
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
Subject Code-B-109  Business Communication
Section A: Objective Type & Short Questions (30 marks)
?  This section consists of multiple choices and Short Notes type questions.
?  Answer all the questions.
?  Part one questions carry 1 mark each & Part Two questions carry 4 marks each.
Part one:
Multiple choice:
1.  __________is an essential function of Business Organizations:
a.    Information
b.  Communication
c.    Power
d.  None of the above
2.  Physiological Barriers of listening are:
a.    Hearing impairment
b.  Physical conditions
c.    Prejudices
d.  All of the above
3.  Which presentation tend to make you speak more quickly than usual:
a.    Electronic
b.  Oral
c.    Both „a? and „b?
d.  None of the above
4.   What is the main function of Business Communication:
a.    Sincerity
b.  Positive language
c.    Persuasion
d.  Ethical standard
5.   The responsibilities of the office manager in a firm that produces electronics spares is:
a.    Everything in the office runs efficiently
b.  Furniture and other equipment in the office is adequate
c.    Processing all the incoming official mail and responding to some
d.  All of the above
Examination Paper of Business Communication
2
IIBM Institute of Business Management
6.  Labov?s Storytelling Model based on:
a.   Communication through speech
b.   Language learning
c.   Group Discussions
d.   None of the above
7.  Diagonal Communication is basically the:
a.  Communication across boundaries
b.  Communication between the CEO and the managers
c.  Communication through body language
d.  Communication within a department
8.  How to make Oral Communication Effective?
a.  By Clarity
b.  By Brevity
c.  By Right words
d.  All of the above
9.   Direct Eye contact of more than 10 seconds can create:
a.  Discomfort & Anxiety
b.  Emotional relationship between listeners and speakers
c.  Excitement
d.  None of the above
10.   Encoding means:
a.  Transmission
b.  Perception
c.  Ideation
d.  None of the above
Part Two:
1.   Define 7C?s of effective communication.
2.  Explain „Space Language?.
3.  Differentiate between good listeners and bad listeners.
4.  List the different types of business report.
5.  Define „Kinesics?.
END OF SECTION A
Examination Paper of Business Communication
3
IIBM Institute of Business Management
Section B: Caselets (40 marks)
?  This section consists of Caselets.
?  Answer all the questions.
?  Each Caselet carries 20 marks.
?  Detailed  information  should  form  the  part  of  your  answer  (Word  limit  150  to  200
words).
Caselet 1
Mr. and Mrs. Sharma went to Woodlands Apparel to buy a shirt. Mr. Sharma did not read the
price tag on the piece selected by him. At the counter, while making the payment he asked for
the price. Rs. 950 was the answer.
Meanwhile, Mrs. Sharma, who was still shopping came back and joined her husband. She was
glad that he had selected a nice black shirt for himself. She pointed out that there was a 25%
discount on that item. The counter person nodded in agreement.
Mr.  Sharma  was  thrilled  to  hear  that  “It  means  the  price  of  this  shirt  is  just  Rs.  712.  That?s
fantastic”, said Mr. Sharma.
He decided to buy one more shirt in blue color.
In no time, he returned with the second shirt and asked them to be packed. When he received the
cash memo for payment, he was astonished to find that he had to pay Rs. 1,900 and Rs. 1,424.
Mr. Sharma could hardly reconcile himself to the fact that the counter person had quoted the
discounted price which was Rs. 950. The original price printed on the price tag was Rs. 1,266.
Questions
1.  What should Mr. Sharma have done to avoid the misunderstanding?
2.  Discuss the main features involved in this case.
Caselet 2
I don?t want to speak to you. Connect me to your boss in the US,” hissed the American on the
phone. The young girl at a Bangalore call centre tried to be as polite as she could. At another call
centre, another day, another young girl had a Londoner unleashing himself on her, “Young lady,
do you know that because of you Indians we are losing jobs?”
The outsourcing backlash is getting ugly. Handling irate callers is the new brief for the young
men and women taking calls at these outsourced job centres. Supervisors tell them to be „cool?.
Avinash  Vashistha,  managing  partner  of  NEOIT,  a  leading  US-based  consultancy  firm  says,
“Companies involved in outsourcing  both in the US and India are already getting a lot of hate
mail against outsourcing and it is hardly surprising that some people should behave like this on
the  telephone.”  Vashistha  says  Indian  call  centre?s  should  train  their  operators  how  to  handle
such calls.  Indeed, the  furor  raised by the Western media over job losses because of outsourcing
Examination Paper of Business Communication
4
IIBM Institute of Business Management
has made ordinary citizens there sensitive to the fact that their calls are being taken not from
their midst, but in countries such as India and the Philippines.
The angry outbursts the operators face border on the racist and sexist, says the manager of a call
centre in Hyderabad. But operators and senior executives of call centres refuse to go on record
for fear of kicking up a controversy that might result in their companies? losing clients overseas.
“It?s happening often enough and so let?s face it,” says a senior executive of a Gurgaon call
centre, adding, “This doesn?t have any impact on business.”
Questions
1.  Suppose you are working as an operator in a call centre in India and receiving calls
from Americans and Londoners. How would you handle such calls?
2.  Do you agree with the view such abusive happenings on the telephone do not have any
impact on business?
END OF SECTION B
Section C: Applied Theory (30 marks)
?  This section consists of Applied Theory Questions.
?  Answer all the questions.
?  Each question carries 15 marks.
?  Detailed  information  should  form  the  part  of  your  answer  (Word  limit  200  to  250
words).
`
1.  What  do you  by Communication Barriers? How and why do they occur? What can be
done to overcome the Barriers to Communication?
2.  Define  and  explain  the  term  Negotiation  and  also  briefly  explain  the  phases  of
Negotiation.
END OF SECTION C
S-2-250613

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