Page 1 of 25 Model Question Paper Business Communication & Soft Skills (SMB102) Answer all 100 questions. Each question carries one mark. 1.Which of the following information should not be included in the education section of a rsum? (a)The list of technical schools attended including location and dates of attendance (b)The major area of study of the applicant (c)Projects undertaken that show an ability to work with others; and writing or speaking activities, publications, and roles in academic or professional organizations (d)The details of marks obtained by the applicant in his respective areas of study (e)The degree awarded. 2.Which of the following is an open-ended question with regard to an interview? (a)Can you tell us about yourself? (b)Are you a native of Bihar? (c)Are you familiar with our policy on absenteeism?(d)Did you see the No Smoking sign in the cafeteria? (e)Do you have any knowledge of our company? 3.The text of a report follows the structure popular in oral presentations. Tell them what you told them implies which of the following parts of the structure? I.Introduction. II.Body of the report. III.Summary, conclusions and recommendations. (a)Only (I) above (b)Only (II) above (c)Only (III) above (d)Both (I) and (II) above (e)All (I), (II) and (III) above. 4.The following are examples of classification of reports, except (a)Informational (b)Functional (c)Formal (d)Periodic (e)Glossary. 5.Visual aids are used to I.Strengthen the material by clarifying, simplifying, or emphasizing it. II.Convey information objectively from one organizational area to another. III.Attract the readers attention for a specific purpose. (a)Only (I) above (b)Both (I) and (II) above (c)Both (I) and (III) above (d)Both (II) and (III) above (e)All (I), (II) and (III) above. 6.A claim letter is written when there is a request for all the following situations, except for (a)Refund (b)Replacement (c)Exchange (d)Placing future orders (e)Payment for damages. Page 2 of 25 7.Which of the following activities must be undertaken by all prospective job applicants to identify their strengths, interests and achievements and find ready answers to questions asked during an employment interview? (a)J ob analysis (b)Career planning (c)Self-analysis (d)Career analysis (e)J ob evaluation. 8.Negotiation tactics hinge on the variables, some of which are conceded by one party and some by the other party. Variables that are traded are referred to as (a)Conclusions (b)Recessions (c)Contortions (d)Concessions (e)Confessions. 9.Which of the following is not true regarding a functional rsum? (a)It is useful for people who are just entering the job market (b)It is the traditional and the most common kind of rsum (c)It is organized around a series of skills and accomplishments (d)Employment and academic experience are included in the subordinate sections (e)The focus is on individual areas of competence. 10.The following are the elements of a report, except (a)Postscript (b)Abstract (c)Table of contents (d)Glossary (e)Appendix. 11.In reports, the most commonly used visual aids are tables, bar charts, line charts, pie charts, maps, flowcharts, diagrams, and photographs. Which of the following is/are true regarding tables? I.They are used to present detailed numerical information. II.They are ideal when the audience need the facts. III.They depict changes in quantitative data over time and illustrate trends. (a)Only (II) above (b)Both (I) and (II) above (c)Both (I) and (III) above (d)Both (II) and (III) above (e)All (I), (II) and (III) above. 12.Manishattendedasoft-skillstrainingclassbutcouldnothearthelectureproperly,astherewasalotof disturbance in the adjacent hall, where a marriage was being performed with full blast of trumpet-blow. Which of the following are the barriers to listening that disturbed Manish? (a)Distracting sounds (b)Poor acoustics (c)Uncomfortable seating arrangements (d)Egocentrism (e)Message overload. 13.Chitra completed her MBA in 2003 from Karnataka University. She completed her graduation in J une 2001. She has to furnish this information in which of the following sections of a rsum? (a)Personal data (b)Education (c)Honors (d)Skills summary (e)Achievements. Page 3 of 25 14.The following are the guidelines to be followed for preparing a request memo in order to motivate the reader to take the desired action, except (a)The reasons for the request should be presented (b)Financial costs involved, should be explained (c)If the memo is persuasively written, it should be easy for the reader to say yes (d)Feedback on any misunderstood or unclear points should be encouraged (e)Throughout the memo, tact and diplomacy should be maintained. 15.Which of the following interviews primarily seek to induce somebody to adopt a new idea, product or service and are generally associated with selling? (a)Disciplinary interviews (b)Persuasive interviews (c)Counseling interviews (d)Performance appraisal interviews (e)Employment interviews. 16.Although there is great variety in the subject matter, needs of the audience, and types of reports, there are a few steps that lay the foundation of a report. Which of the following are the steps of a report? I.Defining the problem and the purpose. II.Identifying and organizing the issues for investigation. III.Conducting research. IV.Analyzing and interpreting data, drawing conclusions and developing recommendations. (a)Both (I) and (II) above (b)Both (I) and (III) above (c)Both (I) and (IV) above (d)(I), (II) and (III) above (e)All (I), (II), (III) and (IV) above. 17.Which of the following statements is/are not true regarding Gantt chart? I.The length of the bars depicts the quantities they represent. II.It graphically displays time relationships. III.It is a horizontal bar chart. (a)Only (I) above (b)Only (III) above (c)Both (I) and (II) above (d)Both (I) and (III) above (e)All (I), (II) and (III) above. 18.Negotiation is essentially a communication process between two parties and its success, to a great extent, depends on how well the two parties can build bridges of (a)Priority (b)Rapport (c)Goal (d)Ideals (e)Relationship. 19.Which of the following statements is not true regarding the guidelines for writing ideas and suggestions memo? (a)Write directly the manager would not have asked for ideas unless he thought the writer had something to offer (b)Begin with positive comments and then tactfully present suggestions (c)Group ideas according to the subject and use headings to highlight them (d)Be specific and do not stray off the point (e)Design as a fill-in form on which data can be entered quickly. Page 4 of 25 20.Which of the following is not true with regard to the heading and date of a standard letter? (a)The heading contains the message (b)The date is typed two to six lines below the last line of the letterhead (c)The month should be spelled out but not abbreviated (d)It is better to avoid putting the date in numerals (e)If the letter is written on blank paper, the writers address must come immediately above the date. 21.All the following are included in the inside address of a standard letter, except (a)Personal title of the receiver (b)Professional title of the receiver (c)The name of the receiver(d)The name of thereceivers company (e)The name of the sender. 22.At the end of a report, conclusions and/or recommendations should be made based on the evidence that has amassedoverthecourseofaninvestigation.Whichofthefollowingstatementsis/aretrueregarding conclusion? I.This is a logical interpretation of what the facts in the report mean.II.This is inappropriate in a report when you are not expected to supply it. III.This suggests what ought to be done about the facts. (a)Only (I) above (b)Both (I) and (II) above (c)Both (I) and (III) above (d)Both (II) and (III) above (e)All (I), (II) and (III) above. 23.Negotiationcanbehandledindifferentwaysanditsoutcomedependsonthetypeofapproach.Awin-lose approach to negotiation is marked by which of the following? (a)Savagery (b)Harmony (c)Competitiveness (d)Laziness (e)Discord. 24.Consider the following example and identify the category it belongs to from the options given. Date:November 1, 2000 To:Kartheek Kapoor From:Suresh Sanda Subject:Employee turnover data At the meeting last December, you mentioned about employee turnover. Could you send me a copy? Thanks. (a)A well organized memo (b)A vague memo (c)A clear memo (d)A wordy memo (e)An ambiguous memo. 25.Whichofthefollowingstatementsis/aretrueregardingtheorganizationofinformationinwell-written application letters? I.Application letter always focuses on a central selling point. II.The central selling point is introduced in the first or the second paragraph and stressed in the paragraphs that follow. III.It is best to limit the application letter to one page and to four or five paragraphs. (a)Only (I) above (b)Only (II) above (c)Both (I) and (II) above (d)Both (II) and (III) above (e)All (I), (II) and (III) above. Page 5 of 25 26.Which of the following is true regarding the simplified block letter format? (a)All lines in this format begin at the right margin (b)Salutation is placed above the signature block(c)The subject line is placed a double space above the inside address and a double space below the body (d)Salutation and complimentary close are included (e)All lines begin at the left margin. 27.A report can end in all the following ways, except with a/an (a)Authorization (b)Conclusion (c)Summary (d)Recommendation (e)Review. 28.Negotiationcanbehandledindifferentways.Theoutcomeofanegotiationdependsontheapproach.The following are the different approaches to negotiation, except (a)Bargaining orientation (b)Compromise (c)Lose-lose orientation (d)Win-win orientation (e)Manipulation.29.Which of the following visual aids can be more dramatic than being meaningful? (a)Pictograms (b)Pie charts (c)Line charts (d)Flowcharts (e)Bar charts. 30.Which of the following forms of listening involves judging the clarity, accuracy and reliability of the evidence that is presented, and being alert to the effects of emotional appeals? (a)Active listening (b)Critical listening (c)Comprehensive listening (d)Distinctive listening (e)Passive listening. 31.The work experience section provides information about ones employment history. The following information should be included in this section, except (a)The title of the job, including its major responsibilities (b)The inclusive dates of employment for the job (c)The name of the employer and the location of the job (d)Significant accomplishments on the job (e)The important job skills acquired. 32.Which of the following items of checklist comes under the closing paragraph of an application letter? (a)Presenting your key qualifications for the job, highlighting what is on your rsum : job-related education and training; relevant work experience; and related activities, interests, and qualities (b)Adopting a mature and businesslike tone (c)When responding to a job advertisement, identify the publication in which it appeared and briefly describe how an applicant meets each requirement stated therein (d)Requesting a screening interview with the nearest regional representative, if the company headquarters is some distance away (e)Linking your education, experience, and personal qualities to the job requirements. Page 6 of 25 33.Different people respond in different ways when faced with a conflict. There are different approaches to manage a conflict. Which of the following statements is/are not true regarding the compromising approach? I.It generates ill-will that is unpleasant. II.It focuses on satisfying both parties to the greatest degree. III.It focuses away from the conflict altogether. IV.It is cooperative in nature. (a)Only (III) above (b)Both (I) and (II) above (c)Both (III) and (IV) above (d)(I), (II) and (III) above (e)(II), (III) and (IV) above. 34.The reports prepared by Mr. Kapoor are carefully structured. He mentions every detail that is required and writes in style eliminating personal pronouns. Which of the following types of reports does Mr. Kapoor prepare? (a)Formal report (b)Informal report (c)Analytical report (d)Information report (e)Proposal report. 35.Mr. Raj, the Chairman of Pawan Chemicals, wanted to convey to the Board of Directors the frequency of multiple accidents reported at three plants over a year. Which of the following bar charts can he use to represent the above data? (a)Simple bar chart (b)Gantt chart (c)Multi-range bar chart (d)Stacked bar chart (e)Single-range bar chart. 36.Fromapurelypracticalstandpoint,avisualaidisconvenientforaspeaker,whocanuseitasatoolfor remembering the details of a message. Which of the following are the guidelines for using a visual aid? I.Be sure that all members of the audience can see the visual aids. II.Allow the audience, time to read a visual aid before providing an explanation. III.Limit each visual aid to one idea. IV.Illustrate only the main points, not the entire presentation. V.Paraphrase the text of the visual aid; do not read it word for word. (a)Both (I) and (II) above (b)Both (II) and (III) above (c)Both (I) and (IV) above (d)Both (I) and (V) above (e)All (I), (II), (III), (IV) and (V) above. 37.To physically transmit your message, you select a communication channel and a medium. Which of the following does not relate to the written channel? (a)Letters (b)Reports (c)Memos (d)Speech (e)Brochures. 38.Which of the following does not relate to the last paragraph of writing to persuade? (a)Mention the specific action you want (b)Refer to the reward for taking action (c)Focus on a central selling feature (d)Present action as being easy to take (e)Provide a stimulus for quick action. Page 7 of 25 39.Mr. Rajesh has identified the position for which he would like to apply and prepared an effective rsum. The next step is to write a letter of application. Which of the following is not a favorable quality of a well-written application letter? (a)Focusing on the reader (b)Trying to address to the title of the person (c)Limiting the length of application letter (d)Showing awareness and knowledge of job requirements (e)Focusing on the central point of the letter. 40.Business interviews are divided into various categories. Which of the following is/are true regarding counseling interviews? I.They seek to determine whether a particular applicant is suitable for the job. II.They provide guidance and assistance to employees. III.They involve personal and emotional issues. IV.They provide job-related feedback to employees. (a)Only (III) above (b)Both (I) and (II) above (c)Both (II) and (III) above (d)(I), (III) and (IV) above (e)(II), (III) and (IV) above. 41.Krishnan, the sales manager of Newtrons Ltd., promised to provide sales coverage to six additional cities apart from the ones he was covering, if his General Manager, Raghu, supported him with three more sales people. When Krishnan consulted him on this issue, he immediately agreed on the plan of action. Which of the following memos can be used by Raghu to support this agreement? (a)Request memo (b)Confirmation memo (c)Periodic report memo (d)Ideas and suggestions memo (e)Informal study results memo. 42.Well-written application letters have various qualities. The quality of explaining what you can do for the reader, relates to (a)Having knowledge of employers activities (b)Organizing the letter in a proper way (c)Taking care of the mechanics (d)Having the You attitude (e)Providing reader-benefit information. 43.Which of the following topics is generally not covered in the introduction of a report? (a)Authorization (b)Problem (c)Background (d)Recommendations (e)Organization of the report. 44.Communication is essential for the functioning of an organization. This communication, internal and external takes place through which of the following? I.Gestures. II.Expressions. III.Listening. IV.Speaking. V.Writing. (a)Only (II) above (b)Both (I) and (II) above (c)Both (I) and (V) above (d)Both (III) and (IV) above (e)All (I), (II), (III), (IV) and (V) above. Page 8 of 25 45.Writers normally follow the norms of a standard letter to write a letter impressively. However, some start the opening in a different way.Thank you, Mr. Raina, for the prompt payment of the bill is an example of which of the following parts of a standard letter? (a)Complimentary close (b)Salute opening (c)Body (d)Heading (e)Inside address. 46.Which of the statements is not true about the credit refusal for a product ordered? (a)It might cause credit applicants to prefer the brand, and may even make them feel like buying it on cash basis (b)It suggests that the writer is trying to be helpful (c)It makes the writing simple because negative thoughts are easy to de-emphasize when cushioned with resale material (d)It can confirm the credit applicants judgment in choosing the merchandise, thus making an indirect compliment (e)Figures should follow the statement of refusal. 47.Which of the following statements is not true regarding oral communication? (a)Business people tend to prefer oral communication channels to written ones (b)Oral communication is relatively easy and efficient than written communication (c)It is generally quicker and more convenient to talk to somebody than to write a memo or letter (d)For maximum impact, business people should use only oral channels (e)In oral communication, you can pick up added meaning from nonverbal cues and benefit from immediate feedback. 48.Which of the following is/aretrue regarding the introductory paragraph of a letter conveying unpleasant news? I.It should be neutral, relevant and succinct leading to the unpleasant news. II.It should build a transition into the discussion of reasons along with revealing the unpleasant news. III.It should not be misleading. (a)Only (I) above (b)Only (II) above (c)Both (I) and (II) above (d)Both (I) and (III) above(e)All (I), (II) and (III) above. 49.Which of the following statements is not true regarding nonverbal communication? (a)Nonverbal cues are especially important for conveying feelings (b)The power of nonverbal communication lies in its reliability (c)If a person says one thing but transmits a conflicting message nonverbally, we almost invariably believe the nonverbal signal (d)You can just pick up a book on nonverbal language and master the vocabulary of gestures that are common in a particular culture (e)To a great degree, an individuals credibility as a communicator depends on nonverbal messages. 50.Which of the following is/are the characteristic(s) of win-win negotiating style?I.Mutual gain is viewed as attainable. II.Long-term approach seeks good relationship. III.Only task issues are considered. IV.Parties accept the other persons view grudgingly. (a)Only (III) above (b)Both (I) and (II) above (c)Both (III) and (IV) above (d)(I), (II) and (III) above (e)(II), (III) and (IV) above. Page 9 of 25 51.Which of the following is not a factor that influences the ethical behavior of a manager? (a)Company mission (b)Individual characteristics (c)Structural variables (d)Organizational culture (e)Issue intensity. 52.Organizing means putting things in order. Arrange the following steps involved in organizing in the right order. I. Dividing into units. II. Delegating work. III.Coordination. IV. Preparing a list of activities. V.Identifying the objective. (a)(I), (II), (III), (IV), (V) (b)(II), (IV), (V), (I), (III) (c)(IV), (III), (II), (I), (V) (d)(V), (I), (IV), (II), (III) (e)(V), (IV), (I), (II), (III). 53.Stressoccurs when the bodyperformsactivitiesoutsideitscapabilitiesorwhena personfacesextraordinary demand. Stress can be positive or negative. Which of the following is called as positive stress? (a)Distress (b)Internal stress (c)Eustress (d)External stress (e)J ob stress. 54.Mr. Vivek is always obsessed with producing quality work. He takes too much time to reply to mails and do other minor jobs. However, this obsession often results in wastage of time and in missing deadlines. Which of the following types of time abusers relates to Mr. Viveks obsession? (a)Yes man (b)The analyzer (c)People pleaser (d)The preemptive (e)Proactive. 55.Goleman and Cary Cherniss have developed certain guidelines for conducting training programs for developing emotionalintelligenceinanorganization.Theseguidelinesaregroupedintovariousstages.Inwhichofthe following stages is the support and guidance of colleagues, superiors and the management critical? (a)Exploring (b)Training (c)Evaluation (d)Application (e)Preparation. 56.A J apanese term used to describe minor changes and innovations in operations to bring about an improvement in the process is termed as (a)Intrapreneurship (b)Kaizen (c)Exnovation (d)Creative training (e)Creative overloading. Page 10 of 25 57.Hens Selye, developed a model called the General Adaptive Syndrome model. Which of the following is/are not true regarding this model? I.The model explains the phenomenon of stress. II.The model explains symptoms of unmanaged stress. III.The model explains the levels of stress. IV.The model explains the strategies to fight stress. (a)Only (I) above (b)Both (I) and (III) above (c)Both (II) and (IV) above (d)(I), (II) and (III) above (e)All (I), (II), (III) and (IV) above. 58.Which of the following qualities is not essential for an employee with good interpersonal skills? (a)Ability to repeat the mistakes (b)Ability to treat everyone with respect (c)Ability to resolve conflicts in time (d)Ability to manage behavior in personal interactions (e)Ability to get along with others. 59.Which of the following is/are the factors creating job stress? I.Personal inadequacy. II.Role conflicts. III.Difficult clients. IV.Lack of organizational skills. (a)Only (I) above (b)Both (I) and (III) above (c)Both (II) and (IV) above (d)(I), (II) and (III) above (e)All (I), (II), (III) and (IV) above. 60.Planningisthefirstactivitythatanymanagerneedstoundertake.Whichofthefollowingis notanaimof planning? (a)To achieve the objectives of the organization (b)To motivate employees to attain high objectives(c)To allocate the right task to the right person (d)To serve as a yardstick to measure the attainment of goals (e)To maintain uniformity in the teamwork. 61.According to Stephen Covey, the first phase of time planning involves (a)Taking a wide-angle view of future events and scheduling them (b)Self-management (c)Monitoring the use of time (d)Planning and prioritizing activities on a daily basis (e)Identifying the various demands placed on a manager. 62.Holistic therapies allow the body to heal naturally. These therapies have no side effects and are reliable. In which of the following therapies, essential oils are used in the treatment process? I.Massage therapy. II.Aromatherapy. III.Nutrition therapy. IV.Reflexology. (a)Only (I) above (b)Only (II) above (c)Both (I) and (II) above (d)Both (II) and (III) above (e)Both (III) and (IV) above. Page 11 of 25 63.A manager asks his subordinate, Get this report finished by evening, the subordinate replies Why are you telling me to do this now? Dont you know that I am busy? This is an example of (a)Crossed transaction (b)Superior transaction (c)Complementary transaction (d)Parallel transaction (e)Ulterior transaction. 64.VisionInfosystemsisfacingtoughcompetitioninnetworkingbusiness.Theywanttoimplementreverse brainstormingtechniquetogeneratecreativeideas.Thecompanyderivesasolutionandviewsitfromthe competitors point of view. Which of the following is not a step in the process of reverse brainstorming? (a)Participants start by deconstructing the ideas and contradicting the solution (b)A problem statement is prepared(c)Find a new solution (d)Find the various drawbacks or pitfalls in the solution (e)The appropriate solution is explained to the group.65.Managers should set goals in such a way that there is enough time left to take care of deviations if any. Which of the following is/are the advantages to managers with regard to goal setting? I.The managers feel less responsible and accountable. II.It provides regular feedback on the performance. III.Increases communication barriers. IV.It provides a standard way to measure an outcome. V.It improves productivity. (a)Only (I) above (b)Both (II) and (V) above (c)(II), (IV) and (V) above (d)(I), (III), (IV) and (V) above (e)All (I), (II), (III), (IV) and (V) above. 66.Each person exhibits three distinct ego states parent, adult and child. Ego state of a person can be understood and analyzed through all the following, except (a)Words (b)Voices (c)Gestures (d)Outlook (e)Profession. 67.Managers need to have good interpersonal skills if they are to be successful. In this regard, which of the following is/are the essential interpersonal competencies to be processed by a manager? I.Self-awareness. II.Communication skills. III.Acknowledging his/her own interest. IV.Motivation. (a)Both (I) and (II) above (b)Both (II) and (III) above (c)Both (III) and (IV) above (d)(I), (II) and (IV) above (e)All (I), (II), (III) and (IV) above. 68.Conflict is a reality in organization. There are two types of people handling conflict. Which of the following types of people try to bring successful resolution to a conflict and act rationally? (a)Peacekeeper (b)Mediator (c)Peacemaker (d)Moderator (e)Middlemen. Page 12 of 25 69.Ms. Preeti working with a multi-national company for the past five years, has been recently given a new role of changeagent.Changeagentsareprogressiveandpioneeringandarecontinuallymotivatedtocreateabetter organization. Which of the following is not a characteristic of change agents? (a)They are able to create an atmosphere which is conducive for change (b)They are adept at all the rational and emotional aspects of change (c)They are open to criticism and often look for opinion about their ideas (d)They have talent to persuade others to accept their ideas (e)They are able to discard new ideas easily and adopt old ideas when the situation demands. 70.Internaltime-wastersareinternalsituationsthatresultintimewastage.Internaltime-wastageistheresultof procrastination. Which of the following statements is/are true regarding procrastination? I.Managers who procrastinate spend days together analyzing the problem or activity, wasting a lot of time in this process. II.Procrastination means postponing or avoiding to take important decisions or tasks because they are difficult. III.Procrastination at work or in making decisions may result in a lot of time being saved for managers. IV.Procrastination must be done to avoid any crisis. (a)Only (I) above (b)Only (IV) above (c)Both (I) and (II) above (d)Both (I) and (III) above (e)All (I), (II), (III) and (IV) above. 71.There are various steps to prevent crisis. Which of the following is the second step used by an organization to prevent crisis? (a)Planning for a crisis (b)Resolving crisis (c)Having a written plan (d)Formulating strategies for dealing with crisis (e)Establishing clear chains of command. 72.Which of the following ego states is/are the logical thinking side of a personality? I. Adult. II. Child. III. Parent. (a)Only (I) above (b)Only (III) above (c)Both (I) and (II) above (d)Both (I) and (III) above (e)All (I), (II) and (III) above. 73.EmotionalIntelligencehastwomajorcomponents,personalandsocialcompetence.Personalcompetence includes awareness of the self and social competence includes social awareness and management of relationships. Which of the following is/are the characteristic(s) of personal competence? I.It includes awareness of ones strengths and weakness. II.It has the ability to deal with changing situations. III.It helps to manage our own moods and emotions. (a)Only (I) above (b)Only (III) above (c)Both (I) and (II) above (d)Both (II) and (III) above (e)All (I), (II) and (III) above. Page 13 of 25 74.Megha, the new employee feels that she has joined the best organization as she finds her colleagues to be very supportive and her job very interesting. She is highly energetic and enthusiastic and thus fully charged. In which of the following stages of the burnout process is Megha considered to be? (a)Brownout stage (b)Recovery stage (c)Burnout stage (d)Awakening stage (e)Honeymoon stage. 75.Quadrant of misconception is one of the quadrants of the time management matrix designed by Stephen Covey thatdeterminesamanagersstyleofplanning.Whichofthefollowingis/are trueregardingthequadrantof misconception? I.It requires immediate attention. II.It is vital but not immediate. III.It is immediate but not vital. IV.It is neither immediate nor vital. (a)Only (I) above (b)Only (III) above (c)Both (I) and (II) above (d)Both (II) and (IV) above (e)All (I), (II), (III) and (IV) above. 76.Choosing the right style of communication is crucial in business interactions and it depends a lot on the culture of a region. Which of the following styles of communication emphasizes on the achievements of a group? (a)Collective style (b)Democratic style (c)Intrapersonal style (d)Individualistic style (e)Autocratic style. 77.Based on the warning time available, a crisis could be described as either a sudden crisis or smoldering crisis. Which of the following is an example of smoldering crisis? (a)In Anand Ltd., there was a short circuit and all the machinery came to a stand still (b)Employees of Mona Ltd., went on strike (c)Due to sudden marketing conditions sales of Aloknath Ltd., dropped (d)Methly Isocyanate leaked from Union Carbide India Ltd., the pesticide plant at Bhopal (e)Hemanth fisheries Ltd., was destroyed by floods. 78.Managers may spend only a few seconds on taking a decision but this decision could have a major impact on the organization. Which of the following statements is/are true regarding weighing the pros and cons method used for effective decision-making? I.In this method, each alternative is selected and given some values. II.In this method, managers depend on historical data to select the criterion. III.Decision is based on the criterion. IV.This method is also called Franklins rule. (a)Only (II) above (b)Both (I) and (IV) above (c)Both (II) and (III) above (d)(I), (II) and (III) above (e)All (I), (II), (III) and (IV) above. 79.There are various types of crisis that are classified on the basis of their causes. Which of the following crisis is known as an act of God? (a)Industrial accidents (b)Hostile turnover attempt (c)Product failure (d)Natural disaster (e)Public perception. Page 14 of 25 80.Innovationistheprocessofdevelopingacreativeideathatcanbeputintopracticaluse.Innovationcanbe revolutionary or evolutionary. Which of the following is/are evolutionary innovations? I.Telephones. II.Superfast cars. III.Cordless phones. IV.Fans. (a)Only (II) above (b)Both (II) and (III) above (c)Both (III) and (IV) above (d)(I), (II) and (III) above (e)All (I), (II), (III) and (IV) above. 81.Which of the following statements is/are true regarding burnout and stress? I.Stress is the result of burnout. II.Stress occurs over a short-term whereas burnout is a long-term effect. III.Stress results in exhaustion, loss of concentration and shows symptoms of burnout. (a)Only (I) above (b)Both (I) and (II) above (c)Both (I) and (III) above (d)Both (II) and (III) above (e)All (I), (II) and (III) above. 82.In the Parent ego state, the Parent is unique for each person because the recordings made in each persons brain during childhood are unique for that person. There are various manifestations of the Parent ego state. Which of the following form(s) is/are taken by this state? I.Neglecting. II.Critical. III.Nurturing. IV.Stable. (a)Only (I) above (b)Only (IV) above (c)Both (I) and (IV) above (d)Both (II) and (III) above (e)All (I), (II), (III) and (IV) above. 83.Rachna is married for the last three years and is being harassed by her in-laws. In this context, Rachna is under which of the following types of stress? (a)Health related stress (b)J ob stress (c)Society related stress (d)Work related stress(e)Family stress. 84.The impact ofglobalization has fuelledmanychangesin thecorporateworld.VirgoITSolutionsprovidesa supportive environment to manage the personal lives of the employees by providing flexi time option, commuting facilities etc. This harmonic balance is termed as (a)Career balance (b)Happy-life balance (c)Work-life balance (d)Spiritual-life balance (e)Sad-life balance. Page 15 of 25 85.Managers may spend only a few seconds on taking a decision but this decision could have a major impact on the organization.Whichofthefollowingstatementsis/aretrueregardingheuristicsmethodusedforeffective decision-making? I.In this method, an important criterion is selected. II.Decision is based on the criterion. III.This method is also called Franklins rule. IV.In this method, each alternative is selected and given some values. (a)Only (II) above (b)Both (I) and (II) above (c)Both (II) and (IV) above (d)(I), (II) and (III) above (e)All (I), (II), (III) and (IV) above.86.Mr. Mehra, working for BRK group of companies always prefers things to be clear and organized. When things get disorganized or uncertain, he begins to feel insecure and thus avoids such situations. He always resists change and is comfortable with routine work, thus avoiding creativity. This type of behavior of Mr. Mehra, results in which of the following barriers to creative thinking? (a)Fear (b)Stress (c)Pessimism (d)Anxiety (e)Environment. 87.The importance of work-life balance is felt due to all the following reasons, except(a)Changing social scene (b)Changing work culture (c)Decreased work time (d)Increased work time (e)Dual income families. 88.Leaders have to know how to motivate people with different motivation levels and also in all kinds of situations. There are various ways by which they can motivate people. Which of the following is not among the general methods of motivation? (a)Motivating by not sharing the burden of risk (b)Motivating by cultivating passion (c)Motivating by caring (d)Motivating by inspiring trust among people (e)Motivating by setting difficult goals. 89.Which of the following are used by employees to fill in a detailed account of the time spent at the workplace? (a)Time blocks (b)Time slots (c)Time charts (d)Time logs (e)Time marks. 90.Mindmappingisapopulartechniquewhichisusedtostimulatecreativityandgeneratenewideasinan individual. Mind map should use all of the following, except (a)Images (b)Branches (c)Headings (d)Hierarchy (e)Associations. Page 16 of 25 91.Executives can be classified into various groups on the basis of their decision-making skills. One of such groups is the followers. Which of the following is/are true regarding followers? I.Followers like proven and reliable ideas. II.They are the easiest to persuade. III. Followers have short attention spans and they do not relish lengthy single-sided persuasions. (a)Only (I) above (b)Only (II) above (c)Both (I) and (II) above (d)Both (I) and (III) above (e)All (I), (II) and (III) above. 92.Six thinking hats is a technique that represents six modes and directions of thinking. Which of the following types of hat involves collection of the necessary information, which is neutral without any interpretations and analysis? (a)White hat (b)Green hat (c)Yellow hat (d)Black hat (e)Red hat. 93.Planning makes time management systematic and effective. Which of the following is/are not the component(s) of an ideal time plan? I.Time factor. II.Rewards. III.Time logs. IV.Group tasks. (a)Only (II) above (b)Only (III) above (c)Both (II) and (IV) above (d)(II), (III) and (IV) above (e)All (I), (II), (III) and (IV) above. 94.A financial organization plans to launch new mutual funds in the market. They want to come up with a product that attracts a lot of customers. The management team in the organization selects six people from the organization and a moderator to lead them. Each of the selected members is asked to present their ideas on a paper and pass thaton to themoderator.Themoderator thencollectsall theideasinasingle list andreturnsit to theteam members for ranking. The idea that gets the highest collective rank from each of the team member is selected. Which of the following creative techniques is used by the organization? (a)Brainstorming (b)Six thinking hats (c)Delphi technique (d)Mind mapping (e)Lateral thinking. 95.Creativity in managers is the capability to discover new ways of handling problem situations, which depends on certainmentalcomponentsoftheindividual.Whichofthefollowingis/aretrueregardingthefluency component of creativity? I. It is the ability to generate a large number of relevant ideas continuously with reference to a particular problem or situation. II. It is the ability to view an aspect from different perspectives. III. It is the ability to produce unusual, novel answers to questions and interpretations of situations. IV. It is the ability to face challenges thrown by complex situations. (a)Only (I) above (b)Only (II) above (c)Only (III) above (d)Both (II) and (III) above (e)Both (III) and (IV) above. Page 17 of 25 96.Gaurav, a manager working with CVC Finance, analyzed his time logs and then realized that lot of time is being wasted due to lack of proper time management. He felt that the day can be divided into blocks wherein adequate timecanbeallocatedforofficeandpersonalwork.Gauravhasusedwhichofthefollowingstrategiesfor controlling time-wasters? (a)Biological clock (b)Prioritize (c)Spiritual planning (d)Accessibility (e)Divide time. 97.Effectivemanagersareeffectivecommunicators.Whichofthefollowingisnotacomponentofeffective communication? (a)Speakers attire (b)Circumstances (c)Clarity (d)Content (e)Feedback. 98.There are various dimensions in which culture can be classified. In which of the following cultures, as described bypsychologistHofstede,changecanoccurmorerapidlyandcommitmentsdonotbecomeimpedimentto change? (a)Power distance (b)Uncertainty avoidance (c)Long-term orientation (d)Individualism (e)Collectivism. 99.Emotionalintelligencehasgainedimportanceinrecenttimes.Whichofthefollowingstatementsaretrue regarding emotional intelligence? I.Emotional intelligence guides the thinking process of an individual. II.It has now become an integral part of corporate training. III.While recruiting employees, emotional intelligence is not considered. IV.It is a form of social intelligence that involves the ability to monitor ones own feelings and emotions. (a)Both (I) and (II) above (b)Both (II) and (III) above (c)Both (III) and (IV) above (d)(I), (II) and (IV) above (e)(I), (III) and (IV) above. 100.The child ego state consists of all the recordings of behavior, thoughts or feelings of a persons childhood. The term little professor is given when the child is (a)Playful (b)Affectionate (c)Guilty (d)Spontaneous (e)Considerate. END OF QUESTION PAPER Page 18 of 25 Suggested AnswersBusiness Communication & Soft Skills (SMB102) ANSWERREASON 1.CProjects undertaken that show an ability to work with others; and writing or speaking activities, publications, and roles in academic or professional organizations should not be included in the education section. It should go as a separate section which lists the honors and achievements. 2.AThis provides the opportunity for the respondent to reveal feelings and information, whereas the other questions allow the interviewer control over the questions and responses. Hence, option (a) is the open-ended question 3.CSummary, conclusions and recommendations explain Tell them what you told them. 4.EExcept Glossary the rest are examples of classification of reports. 5.CVisual aids are used to strengthen our material by clarifying, simplifying, or emphasizing it, and to attract the readers attention for a specific purpose. Reports are used for conveying information objectively from one organizational area to another. 6.DA claim letter is a request for an adjustment. When writers ask for something to which they think they are entitled (such as a refund, replacement, exchange, or payment for damages), the letter is called a claim letter. Placing future orders relates to acknowledgement letter. 7.CSelf-analysismustbeundertakenbyallprospectivejobapplicantstoidentifytheirstrengths, interests and achievements. It will help them to find ready answers to questions asked during an employment interview. 8.DNegotiation tactics binge on the variables; some of which are conceded by one patty and some by the other party. Variables that are traded are referred to as concessions. 9.BThechronologicalrsum(butNOTtheFunctionalrsum)isthetraditionalandthemost common kind of rsum. Hence, option (b) is not true. 10.AExcept Postscript the rest are the elements of a report. 11.BWhenyouhavetopresentdetailed,numericalinformation,useatable,forasystematic arrangement of data in columns and rows. Tables are ideal when the audience needs the facts, all the facts, and when the information would be either difficult or clumsy to handle in the main text. Line charts depict changes in quantitative data over time and illustrate trends. 12.ADistracting sounds is the barrier to listening that disturbed Manish. 13.BInclude the following information in the Education section: Colleges/Universities/Technicalschoolsattendedincludinglocationandinclusivedatesof attendance Major area of study Degree(s) awarded or to be awarded Actual or anticipated graduation date Marks/grades Detailsofothercoursesyouhavedonethatarerelevanttothepositionforwhichyouare applying. 14.DEncourage feedback on any misunderstood or unclear points relates to confirmation memo. 15.BPersuasive interviews primarily seek to induce somebody to adopt a new idea, product or service and are generally associated with selling. Page 19 of 25 16.EDefining the problem and the purpose. Identifying and organizing the issues for investigation. Conducting research. Analyzing and interpreting data, drawing conclusions and developing recommendations. All the above are the steps involved in writing a report. 17.AAGanttchartisahorizontalbarchartthatgraphicallydisplaystimerelationships.Timeis displayed on the horizontal axis and tasks are shown on the vertical axis. The length of the bars depicts the time they represent. 18.BAs negotiation is essentially a communication process, its success to a great extent will depend on how well the two parties can build and it is called bridges of rapport. 19.EThe memo should be designed as a fill-in form on which data can be entered quickly is not true regardingtheguidelinesforwritingtheideasandsuggestionsmemo.Itrelatestoaperiodic report memo. 20.AThe heading contains the writers address but not the message. 21.EExcept the name of the sender, the rest are to be included. 22.AConclusion is a logical interpretation of what the facts in your report mean. This interpretation can be based on never-before mentioned information. Whatever conclusions you draw, they must bederivedfromthefactsandinformationincludedinyourreport.Recommendationsare inappropriateinareportwhenyouarenotexpectedtosupplythem,soyoumustknowthe difference between conclusions and recommendations.A conclusion is an interpretation of what the facts mean; a recommendation suggests what ought to be done about the facts. 23.CThe win-lose approach or bargaining approach is characterized by competitiveness as every party emerges as the winner. Ideally, the conflicting parties should aim at a win-win approach (the interests of both the parties are taken into consideration). 24.BThe question mentioned is an example of a vague memo. 25.CStatements(I)and(II)aretrueregardingtheorganizationofinformationinwell-written applicationletters,whereasstatement(III)relatestothelengthoftheapplicationletter. Therefore, option (c) is the correct answer. 26.EAll lines in a letter begin at the left margin is true with regard to simplified block format. Like the block format, all lines begin at the left margin, but the salutation and complimentary close are omitted and a subject line is required. The subject line is placed a double space below the inside address and a double space above the body. 27.AA report can end with all the options like, summary, conclusion, review and recommendations but not with an authorization message. 28.EManipulation creates bitterness rather than harmony. Hence, (e) is the correct option. 29.APictograms can be more dramatic than being meaningful visual aids. 30.BWhen a person wants to sift through what he has heard and come to a decision, he must listen critically.Thisinvolvesjudgingtheclarity,accuracyandreliabilityoftheevidencethatis presented, and being alert to the effects of emotional appeals. 31.EOption (e) relates to Summary of job skills section. 32.DOption (d) comes under the closing paragraph of an application letter. Options (a), (b) and (e) relate to the items of checklist related to the next several paragraphs and (c) comes under the opening paragraph. 33.DStatement(I)isnottruesincethecompetingapproachgeneratesill-willthatiscostlyand unpleasant.Statement(II)isnottruesincecollaboratingapproachfocusesonsatisfyingboth parties to the greatest degree. Statement (III) is not true since avoiding approach focuses away from the conflict altogether. Page 20 of 25 34.AFormal reports are carefully structured; they stress objectivity and organization, contain much detail, and are written in a style that tends to eliminate such elements as personal pronouns. 35.CThemultiple-rangebarchartalsocalledacomparativeorclusterbarchart,isusefulfor expressingdatathatchangeovertime.Itisespeciallyeffectiveincomparingmorethanone quantity (set of data) at each point and compares the frequency of reported injuries at three plants over an entire year. 36.EVisual aids should be such that (a) they can be understood quickly by the audience and (b) they do not detract from the presentation. So follow these guidelines: Be sure that all members of the audience can see the visual aids Allow the audience time to read a visual aid before providing an explanation. Limit each visual aid to one idea. Illustrate only the main points, not the entire presentation. Paraphrase the text of the visual aid; dont read it word-for-word. 37.DSpeech does not relate to the written channel. 38.CFocus on a central selling feature does not relate to the last paragraph of writing to persuade. 39.BWheneverpossible,anapplicationlettershould beaddressedtoapersonbut nottothetitle. LettersaddressedtoMr.GaganBhujbaldoescreateamorefavorableimpressionthanone addressedtotheHumanResourceManager.Therefore,option(b)isnotaqualityofwell-written application letter. 40.CStatements (II) and (III) are true regarding counseling interviews i.e., these provide guidance and assistance to employees and these involve personal and emotional issues. Statement (I) is not true regarding counseling interviews since employment interviews seek to determine whether a particular applicant is suitable for the job or not. Statement (IV) is not true regarding counseling interviews since performance appraisal interviews provide job-related feedback to employees. 41.BWhen the General Manager and the Sales Manager agree on this plan of action, it is common to find the General Manager confirming this agreement with a memo. Therefore, a confirmation memo is used to confirm in writing something that has been agreed-to verbally. 42.EA well-written application letter usually contains reader-benefit material, explaining what you can do for the reader. Your education and training and/or personal traits usually constitute the mainreasonstheemployerwillrecruityou.Itisforyoutoensurethatyouconvertfactual information of this nature into material that the reader can use to his advantage. 43.DRecommendations is generally not covered in an introduction part of the report. 44.ECommunication, internal and external, takes place in a nonverbal and verbal mariner: through gestures, expressions, meetings, listening, speaking and writing. 45.BSomewritersnow usea salute openingonthe salutationline.Thankyou,Mr.Rainaisan example of salute opening. 46.EIncluding resale - favorable statements about the product ordered - is helpful for four reasons:(1) it might cause credit applicants to prefer the brand, and may even make them feel like buying it on a cash basis, (2) it suggests that the writer is trying to be helpful, (3) it makes the writing easier because negative thoughts are easier to de-emphasize when cushioned with resale material, (4) and it can confirm the credit applicants judgment in choosing the merchandise, thus making anindirectcompliment.Hence,(e)isnottrue,sincefiguresshouldprecedethestatementof refusal. 47.DFor maximum impact, business people should use both written and spoken channels. Page 21 of 25 48.DStatements (I) and (III) are true. The first paragraph of the bad news letter should be neutral, relevant, and succinct leading to the bad news. It should not mislead the audience. Hence, option (d) is correct. It should build a transition into the discussion of reasons without (but not along with) revealing the unpleasant news. 49.DFor one thing, it is less structured, which makes it more difficult to study. You cant just pick up abookonnonverballanguageandmasterthevocabularyofgesturesthatarecommonina particular culture. 50.BStatement (I) and (II) are the characteristics of win-win approach: Mutual gain is viewed as attainable. Long-term approach seeks good relationship. Statement (III) is the characteristic of bargaining approach. Statement (IV) is the characteristic of compromise approach. 51.ACompany mission is not a factor that influences the ethical behavior of a manager. Factors that influence the ethical behavior of a manager are: Individual characteristics Structural variables Organizational culture Issue intensity Hence, option (a) the company mission is the answer. 52.E(V), (IV), (I), (II), (III) are the steps in the right order. Identifying the objective. Preparing a list of activities. Dividing into units. Delegating work. Coordination. Therefore, option (e) is the correct answer. 53.CEustress is called as positive stress. 54.BThePerfectionist/theAnalyzer: A person who is obsessed with the quality of the resultant work is called a perfectionist or analyzer. He/she is obsessed with producing quality work. So he/shetakesmorethantheallottedtimetocompletework.He/shetakestoomuchtimeto perform even minor activities (like replying to a mail). This obsession results in wastage of time and in missing deadlines. The perfectionist must be taught the importance of managing time and meeting deadlines. 55.DApplication stage relates to the application of the skills learned during training in the actual job situation. 56.BKaizen is a J apanese term used to describe minor changes and innovations in operations to bring about an improvement in the process. 57.CStatements (II) and (IV) are not true regarding general adaptive syndrome model. The model does not explain symptoms of unmanaged stress. The model does not explain the strategies to fight stress. Statements (I) and (III) are true regarding general adaptive syndrome model. Therefore, option (c) is the correct answer. 58.AAbility to repeat the mistakes is not essential for an employee with good interpersonal skills. Page 22 of 25 59.DStatements (I), (II) and (III) are caused due to job stress. Personal inadequacy. Role conflicts. Difficult clients. Statement (IV) is not caused due to job stress. Therefore, option (d) is the correct answer. 60.CTo allocate the right task to the right person is an aim of organizing. All other options are true about the aims of planning. 61.EAccording to Stephen Covey, there are four phases of time planning. The first phase involves identifying the various demands placed on a manager. The second phase of planning involves taking a wide-angle view of future events and scheduling them. The third phase of planning involves monitoring the use of time. In this phase, managers plan and prioritize activities on a daily basis. The fourth phase of planning involves self-management. 62.BStatement (II) essential oils are used in the treatment process. Aromatherapy Aromatherapy is the use of essential oils in the treatment process.The oils are derived from plants and flowers. They are popular for improving emotional and physical health. Statements (I), (III) and (IV) oils are not used in the treatment process. Therefore, option (b) is the correct answer. 63.ACrossedtransaction:Whenthereisaconflictofinterest.Thelinesrepresentingthese transactions cross and it is a case of crossed transaction. 64.BA problem statement is prepared is not a step in the process of reverse brainstorming.All other steps are correct about reverse brainstorming. 65.CStatements (II), (IV) and (V) are the advantages of goal setting. Provides regular feedback on the performance. Provides a standard way to measure an outcome. Improves productivity. Statements (I) and (III) are the disadvantages of goal setting. Therefore, option (c) is the correct answer. 66.EThrough profession ego state of a person cannot be understood and analyzed. 67.DStatements(I),(II)and(IV)aretheessentialinterpersonalcompetenciesamanagershould possess. Self-awareness. Communication skills. Motivation. Statement (III) should not be possessed by a manager. Therefore, option (d) is the correct answer. 68.CPeacemakersarethepeoplewhotrytobringsuccessfulresolutiontotheconflictandact rationally. 69.EThey are able to discard old ideas easily and adopt new ones when the situation demands is not correct about change agent. 70.CStatements (I) and (II) are true regarding procrastination. Managers who procrastinate spend days together analyzing the problem or activity, wasting a lot of time in this process. Procrastination means postponing or avoiding to take important decisions or tasks because they are difficult. Statements (III) and (IV) are not true regarding procrastination. Therefore, option (c) is the correct answer. Page 23 of 25 71.DFormulatingstrategiesfor dealingwithacrisis is the second step used by an organization to prevent crisis. 72.AStatement (I) is the logical thinking side of personality. Adult ego state is the logical thinking side of personality. Statements (II) and (III) are not the logical thinking side of personality. Child Parent. Therefore, option (a) is the correct answer. 73.EStatements (I), (II) and (III) are the characteristics of personal competence. It includes awareness of own strengths and weakness. Has the ability to deal with changing situations. Helps to manage our own moods and emotions. Therefore, option (e) is the correct answer. 74.EHoneymoonstage,is the stage in which work and the colleagues seems to be really good and supportive and work seems to be good. The employee has lot of energy and enthusiasm to work. 75.BStatement (III) is true regarding quadrant of misconception or quadrant III. It is immediate but not vital. Statements (I), (II) and (IV) are not true they belong to quadrant I and II respectively. Therefore, option (b) is the correct answer. 76.ACollective style emphasizes is given to the achievements of the groups. 77.BSmoldering crisis result from employee problems like boycotting work, strike by employees to achieve their demands etc Eg: Employees of Mona Ltd., went on union strike. Statements (a), (c), (d) and (e) are examples of sudden crisis that occurs without any warning. They can occur as a result of various factors like natural disasters, industrial accidents. In Anand Ltd., there was a short circuit and all the machinery came to a stand still Due to sudden marketing conditions sales of Aloknath Ltd., dropped Methly Isocyanate leaked from Union Carbide India Ltd., pesticide plant at Bhopal. Hemanth fisheries Ltd., was destroyed by floods. Hence (b) is the correct answer. 78.BStatements(I)and(IV)aretrueregardingweighing prosandconsmethodusedforeffective decision-making. In this method, each alternative is selected and given some values. This method is also called Franklins rule. Statements (II) and (III) are not true because they are related to Heuristic method. In this method, managers depend on historical data to select the criterion. Decision is based on the criterion. Therefore, option (b) is the correct answer. 79.DNatural disasters: Natural disasters are also known as acts of God and cannot be prevented by humanbeings.Examplesofnaturaldisastersarevolcanoeruptions,earthquakes,tsunamis, floods, cyclones, etc. 80.BStatements (II) and (III) are evolutionary innovations. Superfast cars. Cordless phones. Evolutionary innovation is an improvement upon existing ideas. Statements (I) and (IV) are revolutionary innovation. Therefore, option (b) is the correct answer. Page 24 of 25 81.DStatements (II) and (III) are true regarding the difference between burnout and stress. Stress occurs over the short-term whereas burnout is long-term. Stress results in exhaustion, loss of concentration and shows symptoms of burnout. Statement (I) is not true. Stress is not the result of burnout, but burnout is the result of rigorous stress. Therefore, option (d) is the right answer. 82.DStatements (II) and (III) are the forms taken in the parent ego state. Critical. Nurturing. Statements (I) and (IV) are not the forms taken in the parent ego state. Therefore, option (d) is the correct answer. 83.EFamilystress:Familystressmayarisefromconflictofideasorrelationshipswithspouse, children, siblings, parents. This stress may also be caused by the ill-health of a family member, financial problems, a divorce, or the death of a dear one. 84.CWork-life balance is a harmonic balance of work and domestic life. 85.BStatements (I) and (II) are true regarding heuristics method. In this method, an important criterion is selected. Decision is based on the criterion. Statements (III) and (IV) are not true. Therefore, option (b) is the correct answer. 86.DAnxiety is a barrier to creativity. Some managers prefer things to be clear and organized. Some managersareresistanttochange.Whenthingsgetdisorganizedoruncertaintheybecome insecure and avoid these situations. Any change in the scenario makes them anxious. So they prefer to stick to the conventional approach and avoid creativity. 87.CDecreased work time is not a reason for the growing importance of work life balance. 88.AMotivating by not sharing risk is not among the general methods of motivation.Along with the other motivating factors sharing the burden of risk can also motivate employees.They should be convinced about the positive outcomes of taking such risk. 89.DTime logs areused by employees to fill in a detailed account of the time spent at the workplace. 90.BBranches are not used in themind mapping technique. 91.CStatement (I) and (II) are true while persuading followers type of executives. Followers like proven and reliable ideas. They are the easiest to persuade. Statement (III) is not true. Therefore, option (c) is the correct answer. 92.AWhitehatinvolvescollectionofthenecessaryinformation,whichisneutralwithoutany interpretations and analysis. Six thinking hat is a technique, becoming increasingly popular now a days. 93.BStatement (III) is not a component of an ideal time plan. Time logs. Statements (I), (II) and (IV) are the components of an ideal time plan. Therefore, option (b) is the correct answer. Page 25 of 25 94.CDelphi technique is used by used by the organization. In this technique, a team of experts deals with a specific issue. These experts should be unbiased in their judgment or opinion. TheDelphitechniquedoesnotstressonanagreementamongtheviewsoftheexperts-its objective is to narrow down the options. It supports individual creativity in a group. It also helps avoid mental blocks like fear of humiliation and fear of failure, which are common in face-to-face discussions. 95.AStatement (I) is true regarding the fluency component of creativity. It is the ability to generate a large number of relevant ideas continuously with reference to a particular problem or situation. Statements (II), (III) and (IV) are not true regarding the fluency component of creativity. It is the ability to view an aspect from different perspectives. Itistheabilitytoproduceunusual,novelanswerstoquestionsandinterpretationsof situations. It is the ability to face challenges thrown by complex situations. Therefore, option (a) is the correct answer. 96.EDivide time allows Gaurav to know how effectively they can manage their time. 97.ASpeakers attire is not a component of effective communication. 98.CInlongtermorientationculture,changecanoccurmorerapidlyalong-termtraditionsand commitments do not become impediments to change. 99.DStatements (I), (II) and (IV) are true regarding emotional intelligence. It guides the thinking process of an individual. It has now become an integral part of corporate training. It is a form of social intelligence that involves the ability to monitor ones own feelings and emotions. Statement (III) is not true regarding emotional intelligence. While recruiting employees emotional intelligence is not considered. More and more organizations are giving importance to emotional intelligence while recruiting people. Therefore, option (d) is the correct answer. 100.EWhen the child is considerate is called little professor. < TOP OF THE DOCUMENT >