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2015

BUSINESS
COMMUNICATION
QUESTION BANK

AFC-02

ICAP

Question
Bank

Business communication

Second edition published by


The Institute of Chartered Accountants of Pakistan
Chartered Accountants Avenue
Clifton
Karachi-75600
Email: studypacks@icap.org.pk

The Institute of Chartered Accountants of Pakistan, January 2015


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Assessment of Fundamental Competencies


Business communication

C
Contents
Page

Questions
Chapter
1

The communication process

Business communications

10

Seven Cs of effective communication

23

Listening skills

28

Written business messages

31

Letters and circulars

44

Business reports

50

Communication via the internet

51

The communication process

54

Business communications

56

Seven Cs of effective communication

59

Listening skills

60

Written business messages

61

Letters and circulars

65

Business reports

81

Communication via the internet

86

Answers
Chapter

Business communication

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Assessment of Fundamental Competencies


Business Communication

Q
Questions

CHAPTER 1 THE COMMUNICATION PROCESS


Q1

Q2

Q3

Five factors which in your opinion contribute towards improved receptivity of the
message by the recipient of communication are:
A

Same aims, relevance, same belief, easy message, sender credibility

Same aims, relevance, same belief, easy message, same language

Nonverbal, relevance, same belief, easy message, same language

Same aims, relevance, humour, easy message, same language

Indirect approach of communication is adopted in framing of business messages for:


A

Bad news

Persuasive messages

When audience is not receptive

A, B and C

What are the steps that are generally followed in writing of indirect communications in
business?
A

Explanation, safety valve, bad news, alternative suggestion, positive close

Safety valve, alternative suggestion, explanation, bad news, positive close

Safety valve, explanation, bad news, alternative suggestion, positive close

Bad news, safety valve, explanation, alternative suggestion, positive close

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Business communication

Q4

As a Professional Trainer, you have just completed a 3 hour Training Session on the
subject of International Trade Financing for a group of twenty Management Trainees
of Phoenix Bank Limited. You are keen to measure the success of the presentation
and would like to know the extent to which the trainees have absorbed and benefited
from the lecture.
What are four different methods by which you can obtain feedback from the trainees?

Q5

Ask them to write a summary of the salient points made in the lecture

Ask them to give their opinion on the effectiveness of the lecture

Ask them to give examples of the application of the knowledge they acquired

A, B and C

TV panel interviews conducted with prominent personalities in various fields show that
these individuals often lack good communication skills.
Identify four of the most common traits which are indicative of their unsatisfactory
communication skills.

Q6

(i)

The interviewee tends to be over-talkative and attempts to dominate the


discussions.

(ii)

The interviewee frequently interrupts the moderator or the other members of


the panel.

(iii)

The interviewee is excessively critical of other participants.

(iv)

The interviewee engages in aggressive nonverbal posturing.

(v)

The interviewee is not attentive when the moderator or other members of the
panel are speaking.

(vi)

The interviewee lacks confidence.

(i), (iii), (v),

(ii), (iv), (vi),

(i), (vi)

(i), (ii), (iii), (iv), (v), (vi)

Essential components of the Communication Process are:


A

Sender, Encoding, Message, Channel, Receiver, Feedback

Sender, Encoding, Message, Medium, Receiver, Feedback

Sender, Encoding, Message, Medium, Receiver, Feed forward

Sender, Encoding, Message, Context, Medium, Receiver, Feedback

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Question

Q7

Q8

Q9

Q10

Q11

Drawbacks of communication of information through the Notice Board include:


A

Notice Boards are often treated with neglect and become untidy and irrelevant
with the passage of time.

At times, graffiti and objectionable remarks may be written on the Notice


Boards.

Information on Notice Boards is often ignored by the employees.

All of the above

Which are not Universals of Interpersonal Communication?


A

Source-receiver

Encoding-Decoding

Compliance and performance

Perception

Interpersonal communication can be between/among:


A

Two people

One to many

Many to one

All of the above

Inevitability of Communication refers to:


A

Importance of communication

Need of communication

Unavoidability of communication

All of the above

Communication involves a Process of Adjustment refers to:


A

Adjusting speed of speaking

Adjusting as per the situation

Adjusting with the differences among the people involved

All of the above

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Business communication

Q12

Feedback is a critical component of the communication process as it enables the


sender to determine whether the message has been received or understood.
Although feedback is of considerable importance in the communication process, it is
observed that it is often ignored in certain situations.
Managers are often reluctant to provide Feedback to their subordinates, because of:

Q13

Q14

Fear for the other persons reaction

Lack of communication skills in managers

No interest in juniors

All of the above

First step in making Feedback acceptable to subordinates in difficult situations is:


A

Use a soft entry. Do not give the feedback immediately give the person an
opportunity to be prepared for the potentially unfavourable feedback.

Offer a straightforward and simple feedback as it is effective in most of the


cases.

Seek permission to provide the feedback. Ask if it is an appropriate time or if


the subordinate would prefer to select another time and place.

Advise the subordinate that the change in behaviour would have a positive
impact and outcome.

Written Communications and Oral Communications serve different purposes in


different business situations and the appropriateness of any one of them would
depend on the circumstances creating the need for communication.
Written Communication is more appropriate when:

Q15

The risk of distortions have bigger consequences

Proof of communications is required

Technical details need to be communicated

All of the above

Information overload is:


A

When information provided is more than requirements

When information is very useful for the purpose

When information is full of technical details

All of the above

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Question

Q16

Q17

Q18

Q19

Q20

Horizontal Communication can be defined as communication:


A

Between two directors

Between two managers

Between two officers

All of the above

Filtering of Information is:


A

Senders deliberate suppression or manipulation of information

Concealment of information by the sender

Unethical

All of the above

In Selective Perception:
A

Sub-conscious mind subjectively decides what to accept

Stimuli considered irrelevant are ignored and rejected

Ethics are compromised

All of the above

Semantic Noise is:


A

Because of excessive use of jargon and complex words

Because of psychological problems

Because of physiological problems

All of the above

What is meant by the term Noise in communication?


A

Disturbance which interferes with the transmission and understanding of a


message

Reduces the effectiveness or causes confusion or affects the clarity of the


message being transmitted

Comes in from environment

All of the above

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Business communication

Q21

Q22

Q23

Q24

Physical noise is:


A

Interference from the external environment during the conveyance of the


message

The differences in the manner in which the receiver processes and interprets
the message

Interference in the delivery of message due to differences in language, social


and educational backgrounds

All of the above

Psychological noise is:


A

Interference from the external environment during the conveyance of the


message

The differences in the manner in which the receiver processes and interprets
the message

Interference in the delivery of message due to differences in language, social


and educational backgrounds

All of the above

Semantic noise is:


A

Interference from the external environment during the conveyance of the


message

The differences in the manner in which the receiver processes and interprets
the message

Interference in the delivery of message due to differences in language, social


and educational backgrounds

All of the above

Mark the correct statement(s) about nonverbal and verbal communication


A

Nonverbal communication takes place even in the absence of verbal


communication

Nonverbal communication is usually considered to be more important and


reliable if there is a contradiction between nonverbal communication and
verbal communication

Nonverbal communication is a more effective way of showing emotions and


attitudes than verbal communication

All of the above

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Question

Q25

Q26

Q27

Q28

Identify the medium most suitable for quick, inexpensive, effective, and reliable
communication.
A

Email Message

Face-to-face Conversation

Fax

Letter

Irreversibility of Communication is:


A

What has once been said or communicated cannot be called back

Adverse impact of the message can subsequently be somewhat mitigated

Imposing obligation on the sender to exercise care

All of the above

Which statement is most appropriate for Inevitability of Communication is:


A

It refers to the fact that individuals cannot remain isolated without


communicating

Adverse impact of the message can subsequently be somewhat mitigated

Imposing obligation on the sender to exercise care

All of the above

Mark the most appropriate state for Content and Relationship Dimensions of
Communication
A

Adverse impact of the message can subsequently be somewhat mitigated

Relationship dimension exists between the parties in terms of family ties,


status and nature of association which should be kept in perspective for
understanding of the implications of the message

Imposing obligation on the sender to exercise care

All of the above

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Business communication

Q29

Q30

Q31

Q32

The term Paralanguage refers to:


A

Non-verbal communication

Speed, tone, volume, voice variations and differences in stress on words

Vocalizations made in; crying, whispering, moaning, belching, yawning, and


yelling

All of the above

Vertical communication can be defined as:


A

Managers communicate downwards when issuing instructions and briefing


their teams.

Employees would communicate upwards when reporting back to their


managers with updates and results on work performed.

Vertical communication is typically more formal as it recognises the different


levels within the hierarchy.

All of the above

Horizontal communication is:


A

Horizontal communication occurs between peer groups and people of similar


standing.

Horizontal communication may be formal or informal

Horizontal communication cannot be avoided

All of the above

Diagonal communication refers to:


A

The simultaneous combination of vertical and horizontal communication

Cross-team communication when co-ordinating projects, innovating new ideas


or problem solving

Bypassing blockages in the usual vertical reporting line such as when a line
manager is on holiday, or when technical input is required outside the usual
sphere of expertise

All of the above

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Question

Q33

In recent years the world has become arguably irreversibly reliant on ICT for
conducting both personal and business activities. What are the significant
developments in ICT that have driven this reliance?
A

Increased bandwidth the amount of information that can be communicated at


any one time continues to grow rapidly.

Sophistication and versatility of technologies.

A and B

None of the above`

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Business communication

CHAPTER 2 BUSINESS COMMUNICATIONS


Q1

Q2

Q3

Q4

The effectiveness of an organization largely depends on


A

Number of stakeholders involved

Effective communication by manager and employees

Defining goals of communication

Large number of users of information

While framing communication with the various stakeholders attention must be given
to:
A

The relationship of the stakeholders and the content of the message

The relevant interest of the stakeholder

Correct grammar and good vocabulary

Clarity conciseness and complete information

Usually there are three levels within the organization at which messages are
communicated. Choose the correct option from the following sentences relating level
and impact.
A

Strategic

: Ordering the monthly paper supplies.

Operational
niche market.

: Opening a new outlet in the suburbs to capture the

Tactical

: Setting up additional units to increase capacity by the


end of the second quarter.

Operational

: Opening up a separate operations unit in Lahore,


Pindi and Peshawar within five years.

Information is valuable when


A

Relevant, Accessible, Authentic, Accurate

Accurate, Accessible, Authentic, Clear, Relevant, Timely

Accessible, User friendly, Accurate, Authoritative

A, B and C

None of above

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Question

Q5

Q6

Q7

Q8

Which one of the following example shows usage of Internal Source of information?
A

HR and payroll departments of company

Internet

Communication received from supplier regarding new products

Accounts and financial Statements for the year.

While planning a business message what should be the key considerations? Choose
as many as applicable.
A

Purpose of the communication should be clear

Anticipate the answer of the audience while planning

Focus on content, order and emphasize the right points

Cater the message according to the audience and use appropriate style

Ali bought a new Entertainment set online. The company shipped the item within the
timelines. However within two days of installation the DVD player and the speakers
malfunctioned and caused a short circuit in his room. Ali was very livid and decided to
sue the company, prior to that he wanted to write them a letter. Choose the correct
objectives from the following
A

Inform the company of the fault and the damage

Appreciate the timely delivery of the set

Threaten them of suing if not replaced or reimbursed

Request for the replacement and persuade them of the claim

Ali bought a new Entertainment set online. The company shipped the item within the
timelines. However within two days of installation the DVD player and the speakers
malfunctioned and caused a short circuit in his room. Ali was very livid and decided to
sue the company, prior to that he wanted to write them a letter. Who should Ali be
addressing to in order to make his communication more effective?
A

Managing Director of the shipping company

Managing director of the manufacturer

The Head of the online site where he booked the order

Customer Relations / Head of the manufacturing

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Business communication

Q9

Q10

Q11

Q12

Ali bought a new Entertainment set online. The company shipped the item within the
timelines. However within two days of installation the DVD player and the speakers
malfunctioned and caused a short circuit in his room. Ali was very livid and decided to
sue the company, prior to that he wanted to write them a letter. What considerations
should Ali make while structuring the message?
A

Detailed account of how much he wanted the set and how disappointed he is
with the company

Include all the relevant details like the order number, the receipt number and
the response of the local call centre when complained in chronological order

Accurate account of the damage caused by the short circuit

Request for replacement after making a case of the damage

Ali bought a new Entertainment set online. The company shipped the item within the
timelines. However within two days of installation the DVD player and the speakers
malfunctioned and caused a short circuit in his room. Ali was very livid and decided to
sue the company, prior to that he wanted to write them a letter. What style should he
use?
A

Write in an angry tone using caps lock to emphasize the message

Use colourful language to get the point across

Emphasise appropriately using a polite tone for requesting the replacement

Show tact and be open to feedback

While choosing the appropriate media and channel for communication what factor is
not important to be considered?
A

Urgency and time available

Need of audit trail

Cost of interaction

Personal preference of the sender

Which of the following does not contribute to effective listening skills?


A

Keep an open mind free from biasness

Be able to identify main idea, supporting issues and the key issues.

Avoid distortion and noise

Focus completely on taking notes

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Question

Q13

Q14

Q15

Q16

The mode of communication of Meeting is


A

Formal

Informal

Dependent on the purpose and audience of the meeting

Dependent on organization culture

A successful committee is one where


A

All members have appropriate skills and experience

Chairman is an effective leader

The scope of the committee is well defined and communicated to all members

Written communication is fast and effective

All of the above

A good way to increase workforce commitment is


A

Monthly Mondays meeting with the HOD regarding project progress

Subcommittees within the department to divide the work

Team briefings to discuss problems and project updates in a friendly


environment

All of the above

Which one of the following is not an advantage of oral communication?


A

Timeliness

Flexibility

lack of audit trail

instant feedback

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Q17

Q18

Q19

Rahman has just joined the organization as the MD. He is not satisfied with the
communication channels used within the organization. The organization uses the
memos instead of telephone calls within the departments, the manual of staff was last
updated three years ago, most of the employees remain unaware of the
achievements of the other departments and other stations. The news gets through
faster from the grapevine than the formal communication, with the latter being
perceived as ineffective, slow and incomplete. If there is any announcement to be
made it is posted on the Notice board, usually towards the end of the office hours thus
very few people notice it. The office relies heavily on paper work with the forms
available for even requesting stationary. In this situation Rahman wants to turn around
the communication. The first step is towards faster credible formal communication.
Choose the appropriate action which will ensure faster communication of the HR and
make it more credible.
A

Installing loudspeakers and announcements made through them while people


work.

Making the notice board viewing mandatory.

Strictly make the HR manager follow the timelines to ensure fast, effective and
complete information be circulated to all employees through email and on the
notice board before the second half.

Reduce the paper work by allowing social media updates and informal
communication to be considered as formal.

In the same example, Rahman wants to create open communication and increase
interaction of workforce to create a friendly environment.
A

Monday meetings with the department heads and the departments regarding
the new tasks for the week and the update of last.

Open door policy for the HODs with diagonal communication allowed.

Memos to be sent via email and only to confirm the oral communication once
decision is made.

Monthly Newsletter for the organization which will include the achievements of
the staff as well as update of the activities of organization.

Develop guidelines for communication in Manual.

In the same example Rahman wants to reduce paperwork. Choose the appropriate
action which will ensure the same.
A

Introduce an online system with forms and requisitions.

Only keep written communication for external communications to prepare for


audit trail.

Make online dashboard and do away with the Notice Board.

All of the above

Only a and c

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Question

Q20

Q21

Q22

Q23

In the same example, Rahman wants to update the staff manual regarding the
mechanism of communication of the organization. Choose the appropriate action
which will ensure the same.
A

Lateral communication pattern to be followed

Vertical communication pattern to be followed

Lateral communication with emphasis on e-communication systems for internal


use

Both Lateral and vertical communication with internal communication done


through e systems

Visual Communication can achieve greater impact in shorter time. Which of the
following is not an example of visual communication?
A

Using Whiteboard in the presentation

Showing a movie during a training session

Visualising the senders reaction while communicating

Using flip charts slides to emphasise a point

Non-verbal communication can be used to convey a message from or about the


person giving them. Which of the following is not an example of visual
communication?
A

Smiling at the client while entering

Yawning during the presentation

Yelling loudly at the manager for the wrong information

Slamming down the phone after disagreement

Ali asked Sara for a report on project feasibility for the new product. She failed to
submit the report even after two days. Choose which action would have prevented the
failure.
A

Ali requesting feedback from Sara regarding the task

Ali sending sample report for Sara to understand

Sara asking Ali to clear up her confusion

Both Sara and Ali should have communicated regarding the task after initial
email.

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Q24

Q25

Q26

Q27

Following are the examples of distortion EXCEPT:


A

Sender has failed to make the message clear enough

The mail server goes out of order

Due to being technical and complex the receiver does not understand the
message

The message is ignored because the receiver does not believe it and thinks
that the sender must have got it wrong.

Which one of the following is the correct illustration?


A

Conflict: Two departments head on head to win the most productive


department of the organisation

Argument: Manager supply chain and supplier disagree on the price quote with
the manager finally bringing it down

Competition: Solving the matter about which product will be launched first after
a long discussion in the meeting.

Conflict: The supply chain felt the new procurement policy by the
administration will derail their purchases setting them back on the targets.

Effective communication can resolve any conflict, which one of the following is not the
correct illustration
A

Bringing both the parties face to face to talk out the problem

Reprimanding the officer for not cooperating with the new manager

Changing the department of the employee after repeated warnings to diffuse


disagreements within the department

Pretend the conflict never happened and deny its impact

When delivering negative messages following consideration (s) need to be made


A

Good news first and end at positive statement

Avoid repeating the bad news

Offer an explanation

Present the bad news in a very vague manner

Present an alternative

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Question

Q28

Q29

It is a well acknowledged fact that all forms of External and Internal Written Business
Communications have an inherently formal and impersonal style which does not
necessarily reflect the personal characteristics/traits of the individuals responsible for
the communication. What are reasons for that?
A

Upholding of Authority and Impartiality

Corporate Image and Effectiveness

Business Regulations and Appropriate Record-keeping

All of the above

Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
The Board rejected three of the twelve proposals submitted by the management.
The Board confirmed nine proposals submitted by the management.

Q30

Conciseness

Clarity

Concreteness

Correctness

Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
We shall not give discount on orders worth less than Rs. 10,000.
We would be able to give discount on big orders.
A

Conciseness

Clarity

Concreteness

Correctness

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Q31

Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
We would not be able to complete the order before the end of the month.
Your order will be executed as soon as possible, we promise, as we always keep our
promise.

Q32

Conciseness

Clarity

Concreteness

Correctness

Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
Employees tea breaks should not be longer than 15 minutes.
Employees can take 15 minutes tea breaks on all working days.

Q33

Conciseness

Clarity

Concreteness

Correctness

Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
We cannot begin the printing work until all the revisions are reviewed.
We will begin the printing work after revisions.
A

Conciseness

Clarity

Concreteness

Correctness

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Question

Q34

Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
We do not provide insurance cover for a period of less than six months.
The minimum period for which we provide insurance cover is six months and you
have to pay for it.

Q35

Conciseness

Courtesy

Concreteness

Correctness

An empirical research study of a sample of approximately five hundred diversified


business organizations showed that communication skills were lacking in a large
number of candidates who had applied for managerial positions.
What are the different ingredients of good communication skills that employers seek
and expect from the prospective applicants for managerial positions?

Q36

Q37

Organize ideas and information in a coherent and complete form

Express and present ideas and information in a logical and persuasive manner

Effective listening to understand what people are really telling them

All of the above

Managerial communication demands great skills and understanding of the audience.


Respecting the audience requires:
A

Communicate effectively with individuals of different backgrounds

Use communication technology effectively and efficiently

Communicate in a presentable and ethical manner

All of the above

As an informal communication network, Grapevine exists in all big organizations and


transmits information through unofficial channels.
What defines Grapevine networks?
A

Mostly among workers, but it is also prevalent among managers

Flows in all directions in the organization, spatially and hierarchically

People-oriented rather than work-oriented

All of the above

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Q38

As an informal communication network, Grapevine exists in all big organizations and


transmits information through unofficial channels.
What is not true for Grapevine networks?

Q39

Q40

Q41

Q42

Gets stronger when official communication channels are weak

social and personal interaction of the employees exists

Only oral communication

Communication is very fast

Nonverbal communication does not include:


A

Individuals appearance

Contradiction with verbal message

Attitudes

Universal cultural dimensions

Purpose(s) of Upward Communication is/are:


A

Provides feedback to the managers

Updates managers about the progress of assignments

Informs managers about subordinates feelings and morale

All of the above

Characteristics of Formal Communication patterns in a large-size business


organisation are:
A

The communication flows within the prescribed channels of chain of command

The speed of formal communication is generally slow

The messages are considered as true and authentic versions of official policies

All of the above

All are true for Formal Communication EXCEPT:


A

Distortion problems in the process of formal communication are maximum

The process of formal communication is expensive and time-consuming

The process of formal communication has restrictive implications

Information of confidential nature should not be divulged to everyone

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Question

Q43

The prime purpose of Visual Presentation Aids such as pictures, drawings, charts,
etc. is to communicate with greater clarity and to increase the level of understanding
among the audience.
What considerations should be kept in perspective to achieve optimum benefits of
Visual Presentation Aids?

Q44

Visual Aids should be used to highlight and give greater credibility to key
points

Visual Aids must be clearly visible to the entire audience

Visual Aids should be displayed only at the relevant points in the speech

All of the above

The prime purpose of Visual Presentation Aids such as pictures, drawings, charts,
etc. is to communicate with greater clarity and to increase the level of understanding
among the audience.
All are true for visual aids EXCEPT:

Q45

Should contain information which can be easily comprehended by the


audience

Clip Arts from well-known sources should be avoided as it shows lack of


original professional knowledge of the subject

After offering the explanation, the speaker should immediately turn face
towards the audience and continue to speak

Visual presentations aids can be used in limited cases

The functions of an effective system of internal communication network include all


EXCEPT:

Q46

Disseminates information

Encourages team effort amongst employees

Directs communication to concerned individuals

Selects appropriate channels of informal communication

Who are the stakeholders in a business?


A

The Government and its agencies

Trading partners

Directors, managers, employees and trade unions

All of the above

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Business communication

Q47

Q48

Q49

Q50

Strategic level information is:


A

useful to the most senior employees and assists long-term decision making

useful to the middle level of management and considers short-term issues

relevant to production staff in day-to-day activities

All of the above

Tactical level information is:


A

useful to the most senior employees and assists long-term decision making

useful to the middle level of management and considers short-term issues

relevant to production staff in day-to-day activities

All of the above

Operational level information is:


A

useful to the most senior employees and assists long-term decision making

useful to the middle level of management and considers short-term issues

relevant to production staff in day-to-day activities

All of the above

Key qualities of useful business communication include:


A

Accurate, Complete, Cost-beneficial, User-targeted

Relevant, Authoritative, Timely, Easy to use

A and B

None of the above

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Question

CHAPTER 3 SEVEN CS OF EFFECTIVE COMMUNICATION


Q1

Q2

Q3

Q4

The effectiveness of communication can be understood from the


A

Seven Principles of Communication

Seven Cs of effective communication

Understanding principles of completeness and clarity

Appreciating the need of the sender and the recipient

In order to ensure completeness in the message, consideration should be given to:


A

The relationship of the recipients and the content of the message

Make sure all the information is included

Five Ws checklist; who what where why when

Summarizing maximum information into minimum words

A complete message will include the following features, choose all that apply:
A

Provides all the information necessary

Anticipates the recipients responses and reduces the subsequent


communication

Persuasive style

Addresses all the questions previously raised or pre-empt the questions of the
sender.

Conciseness is very important for effective business communication. It can be


achieved by:
A

Avoiding verbosity

Using bullet points

Cutting down on the information keeping it to bare minimum

Including only relevant information without forging the other 7Cs

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Q5

Q6

Q7

Q8

Which one of the following is not a characteristic of a concise message?


A

Avoids Unnecessary repetition

Curt and to the point

Avoids Passive voice

Avoids long introduction and highlights the main message

Consideration in business communication is depicted by


A

Putting needs of audience before own

Considering the feelings and background of audience

Focusing on You attitude

Putting the needs of audience while ensuring completeness of message

Ali was asked to write a letter of regret to the customer for the refund. The refund was
regretted as the damage to the appliance was found to be from low voltage and not
the internal fault as quoted by the customer. The customer had taken the appliance
on instalments and is still required to pay the remaining amount. However the
company has a policy where the customer will be able to get a discount of 25% till the
completion of the instalments on every purchase. He sent letter emphasising how the
customer had tried to defraud the company and yet the company is giving him the
discount offer. The customer wrote a letter threatening to sue for bad customer
service. Choose what Ali did wrong in the letter.
A

Did not apologise for the fault of the purchase

Accused the customer of defrauding

The You attitude was condescending

All of the above

In the same example what could Ali have done to make it more effective
communication?
1

Acknowledge the disappointment of the customer

Clarify the reason for the fault and extent of the damage

Appreciate the trust and the loyalty of the customer

Regret the refund citing policy matters

Inform of the incentive of alternate discount

Inform of new products of the similar range

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Question

Q9

Q10

Q11

Q12

Ask him to take it to the maintainer of building rather than asking them for
discount
A

1, 3, 4, 2, 7

1, 3, 5, 6, 2, 4

All of the above

2, 4, 5, 6, 3

Concreteness in a business communication means


A

Including definite details

Including specific, vivid, imaginative details

Including general, vivid, authentic details

Including specific, vivid, clear, explicit details

Which of the following is not the advantage of concreteness in business


communication?
A

Distortion is avoided

Message is not misinterpreted

Shows professionalism and increases reputation of the sender and the


receiver

Message is more persuasive and compelling

Clarity in the business communication requires the message to be


A

Goal oriented

Short and simple

Containing only one idea

Coherence in ideas to enhance the meaning of the message

Clarity in a message can often be confused with


A

Concreteness

Conciseness

Having a single purpose

Facts and figures

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Q13

Q14

Q15

Q16

Zain had a brainwave regarding a persistent problem at work while sitting in the
cafeteria. He decided to share it with his boss. He explained the crux of solution in a
five page note and submitted it, however he was told that it seems to be too
magnanimous and no one could picture the solution. What could have gone wrong?
A

Zain was unable to give proper facts and figures to support his idea

The boss did not want to go through the whole five pages

The idea was lost in the pile of too much information

There was no clarity in his communication; he had just jotted down his thought
process.

Read the following sentence: The trend of violence in children because of the
unsupervised television and social media usage is increasing rapidly. Choose the
statement which depicts the message clearly.
A

The trend of violence in children is increasing rapidly because of unsupervised


television and social media usage.

The trend of violence is increasing rapidly due to unsupervised television and


social media usage in children.

The trend of violence in children is increasing rapidly due to unsupervised


television and social media usage.

Children are getting more violent due to unsupervised television and social
media usage.

Courteous messages demonstrate the following attributes:


A

Respectful

Sincere and tactful

Unbiased

Politeness in senders attitude, respecting and considerate to the recipients


personality.

Correctness in business communication implies that the message contains;


A

No factual errors

No grammatical, punctual errors and appropriate language

No grammatical, punctual and language errors, is complete and well timed

In accordance with truth

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Question

Q17

Q18

Choose the correct illustration of All of almost everyone allows for the security guard
to go through their belongings.
A

Everyone allowed the security guard to go through their belongings.

Almost everyone allowed the security guard to go through their belonging.

All allowed the security guard to go through their belongings.

Almost everyone allowed the security guard to go through their belongings.

For a message to be effective it needs to be:


A

Complete, polite, authentic, error free, clear, short , curt

Complete, considerate, accurate, definite, clear, polite , comprehensive

Relevant, considerate, truthful, general, clear, concise , emphatic

Complete, brief, clear, gracious ,concrete, correct, considerate

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Business communication

CHAPTER 4 LISTENING SKILLS


Q1

Q2

Q3

Q4

Hearing is:
A

Biomechanical process of perceiving a sound with the ear

Responding to the sounds heard

Requires attention

All of the above

Listening can be defined as:


A

Ability to accurately receive messages

Interpret the message

Providing feedback to the speaker

All of the above

Which one best describes the difference between the two:


A

Hearing and listening are same

hearing is first step towards Listening

Consideration of how is communication delivered, the use of language and


voice

All of the above

Poor listening is often a major cause of oral miscommunication. A considerable


number of persons are inefficient listeners.
What is meant by the term effective listening skills?
A

Effective Listening is the process of actively decoding and interpreting verbal


messages

Mentally prepared to listen

Resisting distractions

All of the above

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Question

Q5

Q6

Q7

Q8

Q9

Poor listening is often a major cause of oral miscommunication. A considerable


number of persons are inefficient listeners. To be a good listener, you must do:
A

Mentally preparation, resisting distractions, looking for nonverbal clues

Listening to understand, listening carefully and not prejudging, holding your fire

Listening with an open mind, concentrating on the context

All of the above

Traits of Good Listener are:


A

Identifies areas of interest

Judges content and delivery errors

A and B

None of the above

Good Listener will:


A

Fight to avoid distractions; strives hard and concentrates

Does not judge until comprehension is complete, interrupts only to clarify

Listens for central themes

All of the above

Good Listener will do all except:


A

Works hard and exhibits alertness

Remains open-minded

Listens between the lines and weighs the evidence

Taking notes

Traits of Poor Listener include all EXCEPT:


A

Avoids listening if subject is not of interest

Tends to be inattentive, if delivery is poor

Never enters into arguments with the speaker.

Shows false attention

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Q10

Q11

Q12

Q13

Q14

Trait of Poor Listener will:


A

Be distracted easily

Resists listening to material which requires great concentration

Not react to emotional words

Be distracted by slow speakers

Emphatic Listening can be defined as:


A

Understanding the speakers emotions, feelings, needs and wants

Listening to help speaker articulate the pent-up emotions which obscure the
speakers thinking process

A and B

All of the above

Which statement best defines People-focused listeners.


A

Focus on supporting the speakers and stay attentive to their feelings

Like to build a full picture, collect and consolidate all relevant information

Focus on achieving their goals as quickly and efficiently as possible

All of the above

Which statement best defines Information-oriented listeners.


A

Focus on supporting the speaker and stay attentive to their feelings

Like to build a full picture, collect and consolidate all relevant information

Focus on achieving their goals as quickly and efficiently as possible

All of the above

Which statement best defines Result-oriented listeners.


A

Focus on supporting the speaker and stay attentive to their feelings

Like to build a full picture, collect and consolidate all relevant information

Focus on achieving their goals as quickly and efficiently as possible

All of the above

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Question

CHAPTER 5 WRITTEN BUSINESS MESSAGES


Q1

The use of buffers is recommended to soften the adverse impact of bad news
messages. However, in certain situations it is considered advisable to avoid the use of
buffers while conveying negative or unfavourable messages and come directly to the
point of the message.
When is direct approach considered to be more appropriate and effective option for
conveying bad news messages?

Q2

Communicating negative messages to busy senior executives who have to


take prompt decisions.

To illustrate the gravity of the bad news.

If unfavorable message is not of much significance to the recipient.

All of the above

The use of buffers is recommended to soften the adverse impact of bad news
messages. However, in certain situations it is considered advisable to avoid the use of
buffers while conveying negative or unfavourable messages and come directly to the
point of the message.
All the statements are true for direct approach EXCEPT:

Q3

If the recipient has a tendency to skim the text and there are chances that the
important message may be missed.

If the reader refuses to see reason and accepts the bad news and there is
likelihood that the buffer may be interpreted as weakness.

Used only for outsider

All of the above

Feedback is considered to be a critical component of the communication process as it


enables the sender to determine whether the message was, in fact, received and
understood by the receiver as intended by the sender. In spite of its vital importance,
feedback poses serious problems in the communication process.
Feedback may not prove to be effective, if it is:
A

Vague and too general

Given after a considerable lapse of time

Not given in a constructive manner

All of the above

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Q4

Feedback is considered to be a critical component of the communication process as it


enables the sender to determine whether the message was, in fact, received and
understood by the receiver as intended by the sender. In spite of its vital importance,
feedback poses serious problems in the communication process.
Feedback effectively depends on all EXCEPT if:

Q5

Q6

Given to score marks or place the sender in an embarrassing or defensive


position

Not relevant to the main message of the sender and raises altogether new
issues

It is positive

Intended to humiliate the sender

Choose the correct sequence of important steps involved in the planning of written
messages.
A

Identify the purpose, Analyze the audience, Select the ideas, Support the
ideas with data, Organize the message, Style used

Analyze the audience, Identify the purpose, Select the ideas, Support the
ideas with data, Organize the message, Style used

Identify the purpose, Analyze the audience, Select the ideas, Support the
ideas with data, Style used, Organize the message

Identify the purpose, Select the ideas, Support the ideas with data, Analyze the
audience, Organize the message, Style used

A well-planned negative message conveys the negative information clearly while


retaining as much goodwill as possible.
Select the correct steps sequence in communicating a negative message?
A

Offer an Explanation, Use a Buffer, Avoid emphasizing the Refusal, Present an


Alternative or Compromise, End with a Positive Statement

Use a Buffer, Offer an Explanation, Avoid emphasizing the Refusal, Present an


Alternative or Compromise, End with a Positive Statement

Use a Buffer, Avoid emphasizing the Refusal, Offer an Explanation, Present an


Alternative or Compromise, End with a Positive Statement

Use a Buffer, Offer an Explanation, Present an Alternative or Compromise,


Avoid emphasizing the Refusal, End with a Positive Statement

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Question

Q7

Q8

Q9

In the process of communication, a senders activities include all EXCEPT:


A

The sender has an idea

The sender uses verbal channel

The sender transforms the idea into a message

The sender transmits the message after selecting a communication channel

In the process of communication, a receivers activities include all EXCEPT:


A

The receiver gets the message

The receiver interprets the message

The receiver plans the feedback

The receiver reacts and sends feedback to the sender

Marketing Experts know that prospective customers receive numerous visual and
audio sales promotion messages. The customers have to discern from these
messages which products or services best satisfy their needs and are also most costeffective.
Identify the steps which a skilled marketing expert should keep in mind in the planning
and communication of an effective and well-targeted promotion message.

Q10

Empathise with the needs, Identify the target market, Create a convincing
message, Select the most suitable media

Identify the target market, Empathise with the needs, Create a convincing
message, Select the most suitable media

Create a convincing message, Identify the target market, Empathise with the
needs, Select the most suitable media

Identify the target market, Select the most suitable media, Empathise with the
needs, Create a convincing message

What is the implied meaning conveyed in each of the following situations:


A director tells his secretary Dont be late for the Investment Committee meeting
tomorrow!
A

Reminding secretary about meeting

Secretary is not punctual

Telling meeting is very important

All of the above

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Q11

What is the implied meaning conveyed in each of the following situations:


A Group Leader while conducting an internal meeting occupies a position other than
at the head of the conference table.

Q12

Informality

Equality

Friendliness

All of the above

What is the implied meaning conveyed in each of the following situations:


A CEO invariably comes late to the staff meetings, after the scheduled time, and
makes all the participants wait.

Q13

I am very busy

I dont care

A and B

None of the above

What is the implied meaning conveyed in each of the following situations:


A job applicant submits a CV containing numerous spelling and presentation errors.

Q14

Lacks communication skills

Not interested in the job

A and B

None of the above

What is the implied meaning conveyed in each of the following situations:


A subordinate calls his senior manager and asks, May I come to discuss the sales
report? The senior manager responds, Im working on an urgent assignment and
have to meet a strict deadline.
A

I am very busy

You and your work is not important

A and B

None of the above

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Question

Q15

A letter conveying Bad News requires considerable tact and discretion on the part of
the writer as it must uphold the good image of the organisation conveying the bad
news, retain continued goodwill of the receiver and also state something that is not
very pleasant from the receivers standpoint.
What are the salient features of a carefully-prepared Bad News letter?

Q16

Q17

Q18

Agreement, Appreciation, Assurance, Compliment, Cooperation

Buffer Statement, Appreciation, Benefit, Compliment, Cooperation

Buffer Statement, Appreciation, Assurance, Compliment, Cooperation

Buffer Statement, Understanding, Assurance, Compliment, Cooperation

Impediments in the Upward Flow of Communication in a large organisation are:


A

There is genuinely no opportunity for upward communication.

The subordinates believe that the managers will not take their problems
seriously.

The subordinates fear the consequences of communication.

All of the above

Horizontal Communication in a large organisation may be hindered because of:


A

Feeling that the other manager is encroaching upon my area of authority or


expertise (jealousy).

Managers may resist the expert authority of functional managers.

Conflict between individuals, groups, or functions.

All of the above

Impediments in the Downward Flow of Communication in a large organisation include


all EXCEPT:
A

Managers have no time to communicate with juniors.

Management assumes that employees will not be interested in the larger


issues of the business.

Management itself does not have the information or solutions to the problems.

Fears that they will undermine their authority by sharing information.

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Q19

Q20

Q21

Identify the correct sequence of steps which should be followed in the preparation of a
Persuasive Business Message to attract, create and sustain the readers interest in
the message and elicit a favourable response for taking action on the basis of the
writers proposal/request.
A

Get attention, Build interest, Increase desire, Motivate to take action

Build interest, Get attention, Increase desire, Motivate to take action

Get attention, Increase desire, Build interest, Motivate to take action

Get attention, Build interest, Motivate to take action, Increase desire

All are true for persuasive messages, EXCEPT:


A

Use emotional and logical appeals in a balanced manner

Reinforce the Proposal by providing additional evidence of the benefits

Anticipate no objections from the reader

These require lot of marketing skills

Identify the situation in which the style of writing Persuasive Business Messages may
be adopted to achieve positive response:
I.

To make a request to a philanthropist to give a donation for a worthy cause.

II.

To sell a new product or service to a prospective customer or client.

III.

To request an employer to give a salary raise which one considers one really
deserves.

IV.

To write to the Administrator, Roads and Works to repair the internal roads in
your industrial area which are presently in a dilapidated condition.

I and II

II and III

III and IV

I, II, III and IV

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Question

Q22

Q23

Q24

Q25

You have to make an Oral Presentation to a knowledgeable audience which would be


followed by a question and answer session. All the considerations are important
EXCEPT
A

The language of the oral presentation should be specifically adapted.

Presentation must include Graphics.

Should be organised in a logical sequence.

Should be based on proper use of grammar and pronunciation.

Oral presentation can be made effective with


A

Eye contact with the audience and body language used to emphasise any
particular point(s)

Excessive body movements should be avoided as it would distract the


audience.

An alert attitude should be retained to reply to the questions from the audience

All of the above

Which one is not the advantage of Oral Communications?


A

Speed

Personal Involvement of both Speaker and the Listener

Instantaneous Feedback

Nonverbal Clues

Different types of Buffers are generally used in Business Communications while


conveying bad news messages, choose the correct explanation for:
Agreement buffer
A

It shows that there is a common ground for understanding on any particular


point.

The sender of the message expresses thanks for receiving something from the
recipient of the message.

The sender shows an understanding of the recipients problems and concerns


and expresses empathy.

The sender shows that the response in the message is conveyed after an
equitable and objective examination of the issues.

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Q26

Different types of Buffers are generally used in Business Communications while


conveying bad news messages, choose the correct explanation for:
Appreciation buffer

Q27

It shows that there is a common ground for understanding on any particular


point.

The sender of the message expresses thanks for receiving something from the
recipient of the message.

The sender shows an understanding of the recipients problems and concerns


and expresses empathy.

The sender shows that the response in the message is conveyed after an
equitable and objective examination of the issues.

Different types of Buffers are generally used in Business Communications while


conveying bad news messages, choose the correct explanation for:
Understanding buffer

Q28

It shows that there is a common ground for understanding on any particular


point.

The sender of the message expresses thanks for receiving something from the
recipient of the message.

The sender shows an understanding of the recipients problems and concerns


and expresses empathy.

The sender shows that the response in the message is conveyed after an
equitable and objective examination of the issues.

Different types of Buffers are generally used in Business Communications while


conveying bad news messages, choose the correct explanation for:
Fairness buffer
A

It shows that there is a common ground for understanding on any particular


point.

The sender of the message expresses thanks for receiving something from the
recipient of the message.

The sender shows an understanding of the recipients problems and concerns


and expresses empathy.

The sender shows that the response in the message is conveyed after an
equitable and objective examination of the issues.

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Question

Q29

Different types of Buffers are generally used in Business Communications while


conveying bad news messages, choose the correct explanation for:
Cooperation buffer

Q30

Q31

Q32

The sender conveys to the receiver willingness to extend support and be of


help in any possibility in the future.

The sender of the message expresses thanks for receiving something from the
recipient of the message.

The sender shows an understanding of the recipients problems and concerns


and expresses empathy.

The sender shows that the response in the message is conveyed after an
equitable and objective examination of the issues.

Briefly describe the circumstances in which an adjustment letter is commonly used.


A

Sent in response to a claim or complaint and includes the final outcome

Sent after some type of initial communication

Sent to let others know that they have received a communication

Accompanies something such as a package or report

Briefly describe the circumstances in which a follow-up letter is commonly used.


A

Sent in response to a claim or complaint and includes the final outcome.

Sent after some type of initial communication.

Sent to let others know that they have received a communication.

Accompanies something such as a package or report.

Briefly describe the circumstances in which an acknowledgement letter is commonly


used.
A

Sent in response to a claim or complaint and includes the final outcome.

Sent after some type of initial communication.

Sent to let others know that they have received a communication.

Accompanies something such as a package or report.

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Q33

Q34

Q35

Q36

Q37

Briefly describe the circumstances in which a cover letter is commonly used.


A

Sent in response to a claim or complaint and includes the final outcome

Sent after some type of initial communication

Sent to let others know that they have received a communication

Accompanies something such as a package or report

Briefly describe the circumstances in which circular letter is commonly used.


A

To share the same information with a large audience.

Sent after some type of initial communication.

Sent to let others know that they have received a communication.

Accompanies something such as a package or report.

Briefly describe the circumstances in which a memorandum is commonly used.


A

To share the same information with a large audience.

To record or remind about events and observations.

Sent to let others know that they have received a communication.

Accompanies something such as a package or report.

Briefly describe the circumstances in which minutes are commonly used.


A

To share the same information with a large audience.

To record or remind about events and observations.

To summarize record of the proceedings at a meeting.

Accompanies something such as a package or report.

Briefly describe the circumstances in which a report is commonly used.


A

To share the same information with a large audience.

To record or remind about events and observations.

To summarize record of the proceedings at a meeting.

To provide an account on a particular matter in the form of an official


document.

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Question

Q38

Q39

Q40

Q41

Briefly describe the circumstances in which a reference letter is commonly used.


A

Sent by a previous employer or other referee.

To record or remind about events and observations.

To summarize record of the proceedings at a meeting.

To provide an account on a particular matter in the form of an official


document.

Briefly describe the circumstances in which an inquiry letter is commonly used.


A

Asking a question or eliciting information from the recipient.

To record or remind about events and observations.

To summarize record of the proceedings at a meeting.

To provide an account on a particular matter in the form of an official


document.

It is widely acknowledged by communication experts that positive messages elicit


more favourable responses vis--vis messages which carry negative undertones. You
are required to transform the messages given below into positive messages to
remove any negative perceptions by the recipients.
(i)

The Board rejected three of the twelve proposals submitted by the


management.

(ii)

We shall not give discount on orders worth less than Rs. 10,000.

(iii)

We would not be able to complete the order before the end of the month.

(iv)

Employees tea breaks should not be longer than 15 minutes.

(v)

We cannot begin the printing work until all the revisions are reviewed.

(vi)

We do not provide insurance cover for a period of less than six months.

It is widely acknowledged by communication experts that positive messages elicit


more favourable responses vis--vis messages which carry negative undertones.
You are required to transform the messages given below into positive messages to
remove any negative connotations by the recipients.
(i)

Our company has a strict policy not to accept orders for amounts of less than
Rs 2.5 million.

(ii)

The employees lunch break should not be longer than 45 minutes.

(ii)

The inter-city Express Bus Service will not wait for more than 15 minutes at
any stop.

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Q42

Q43

(iv)

We do not offer discount to customers who want credit facilities.

(v)

Do not apply for the position of Security Officer if your height is less than 185
centimetres.

Briefly explain the implied meaning conveyed in each of the following situations.
(i)

A director tells his secretary Dont be late for the Investment Committee
meeting tomorrow!

(ii)

A Group Leader while conducting an internal meeting occupies a position other


than at the head of the conference table.

(iii)

A CEO invariably comes late to the staff meetings, after the scheduled time,
and makes all the participants wait.

(iv)

A job applicant submits a CV containing numerous spelling and presentation


errors.

(v)

A subordinate calls his senior manager and asks, May I come to discuss the
sales report? The senior manager responds, Im working on an urgent
assignment and have to meet a strict deadline.

Re-phrase the following sentences to remove their negative connotations so that they
may elicit more favourable responses from the recipients.
(i)

The problem with the Spinning Department is its inability to control the high
rate of energy wastage.

(ii)

In the event of your failure to make payment of your overdue account within 7
days, we would have no other alternative but to tell our legal advisors to initiate
legal proceedings against you.

(iii)

It is not possible for us to repair and replace the damaged parts of your
generator in one day. We would require 2 days to complete the job.

(iv)

Your salesman told a lie and misled me to purchase from your shop, a dress
made of mixed silk and polyester fabric instead of 100 per cent silk cloth as
claimed by him.

(v)

If you fail to return the completed Advertisement Contract Form along with a
cheque for Rs. 250,000 by September 30, 2014, your reserved space in the
next issue of our magazine Fashion Trends will be cancelled and would be
sold to another customer.

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Question

Q44

Re-write the following messages to remove any negative perceptions and elicit a
positive and favourable response from the recipients.
(i)

You should not use this type of paper in the photocopying machine.

(ii)

We have wasted an amount of Rs. 500,000 by advertising in that new Health


Magazine.

(iii)

We regret to inform you that we must deny your request for sale of furniture on
credit.

(iv)

Decline in sales from Rs. 80 billion to Rs. 50 million is due to the very poor
performance of the previous management and this new management certainly
cannot be held responsible for this downslide.

(v)

You have been sitting on our order for supply of cement for the past two
months. We want the delivery of the consignment now as we cannot wait any
longer.

(b)

You have to make an Oral Presentation to a knowledgeable audience which


would be followed by a question and answer session. List five important
considerations which you should keep in perspective while making your
Presentation.

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CHAPTER 6 LETTERS AND CIRCULARS


Q1

The Dean of Concord School of Management Sciences (CSMS), a prestigious


educational institution, has requested the President of Jupiter Insurance Company
Limited to accept five final year students as interns during the summer holidays. As
the Public Relations Officer of Jupiter Insurance Company Limited, you have been
directed to write to the Dean stating that it would not be possible to provide internship
facility this year. You may offer any reasons for not acceding to the Deans request.
However, your letter should be worded in a courteous tone as CSMS not only
provides substantial business to your company but also because the Dean wields
considerable influence and respect in the business and professional circles.
Assume that your name is Abdul Samad.

Q2

Consolidated Steel Mills Limited (CSML) is in the business of manufacturing and


selling steel products such as round and flat bars, girders and wires used for
construction purposes.
Zenith Property Developers are currently executing several high-rise building projects
in Lahore and Islamabad and are major buyers of these products. CSML is keen to
establish business relations with Zenith as it would give a substantial boost to their
business.
As Director Marketing of CSML, you are required to write a Letter to CEO of Zenith
Property Developers Limited offering to supply steel products for their projects.
Note:

You may highlight at least three competitive strengths which give CSML a
business edge over its competitors. Assume necessary details to enhance the
effectiveness of the selling points in your letter.

Assume that your name is Abdul Hafeez

Q3

ABC Company has recently introduced a policy of subsidizing 50% of the tuition fee of
employees children. Write a memo for announcing this policy.

Q4

Safe and Swift Transport Company Limited (SSTCL) is an affiliate of a worldwide


group engaged in the business of door-to-door transportation of goods. The Company
has a fleet of 300 trucks in Pakistan with offices in all the important cities and towns.
The Company has highly skilled and competent truck drivers, loaders and other
support staff on its payroll. SSTCL takes pride in the quality of its prompt, safe and
efficient services for which it charges premium freight rates as compared to other
goods transport companies. Consequently, its clientele includes foreign embassies,
top-tier national and multinational companies, besides high net-worth individuals who
value the quality of reliable services offered by SSTCL.

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Question

Mr Robert Smith, a senior consular in a foreign embassy in Islamabad has lodged a


complaint that his valuable 60 inch Plasma TV which was booked from Karachi to
Islamabad under Freight Bill No 4896 dated January 28, 2008 has been damaged and
is a total loss. The carton containing the television had the following distinctive
markings:
Fragile Handle with Care.
Mr Smith has lodged a claim of Rs 100,000 for the loss of his TV. Mr Smith, through
his Consulate, provides substantial lucrative business to SSTCL on a regular basis.
In your capacity as Director of Operations of SSTCL, Islamabad, write a polite letter to
the customer, offering apologies for the mishap and undertaking to pay compensation
for the loss immediately. Also state that you will make full investigation in the matter
and assure the customer of your continued safe and efficient services in future.
Q5

The recent surge in prices of fresh milk has created considerable resentment among
the public who feel that the dairy farmers are charging exorbitant prices and making
excessive profits at the cost of the consumers.
In your capacity as the Chairman of the Pakistan Dairy Farmers Association write a
persuasive Letter to the Editor to be published in the dailies Dawn and The Nation
explaining the viewpoint of the dairy farmers and the factors responsible for the
increase in the cost of production of milk which has forced the dairy farmers to
increase their prices. You may assume any data that you may choose to make the
case of the Pakistan Dairy Farmers Association convincing and persuasive. Assume
that the name of the Chairman is Abdul Rahim Khan.

Q6

As CEO of Earnest Pharmaceuticals Limited you have today concluded marathon


negotiations for the merger between your Company and Zenith Pharmaceuticals
Limited. You would like to inform your employees about the merger, before the
announcement is made public. The merger agreement contains a number of detailed
clauses. At this stage, you would like to inform the employees of only the significant
aspects of the merger.
Draft a Circular Letter containing between 150 - 200 words, to be addressed to the
employees in all cadres informing them of the circumstances which have led to the
merger. They should also be informed of the imminent lay-offs to cut costs and
revisions in seniority, pay packages and perquisites of the retained employees. The
letter should also apprise the employees that important developments would be
disclosed as they unfold from time to time.
Assume that your name is Shahid Ahmad.

Q7

Reliable Computers Limited has recently imported 1200 computers from Taiwan. The
consignment packed in 12 pallets was shipped through Eastern Freight Airways. On
examination of the packages, the Consignee has found that 200 computers have
been damaged due to mishandling by the loading staff. The computers have been
damaged beyond repairs and have to be considered as a total loss.

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Business communication

As Manager Imports, you are required to draft a Claim Letter to Eastern Freight
Airways describing the problem and making a strong case for compensation. The
Claim Letter should contain all pertinent information necessary to make a wellsubstantiated claim for compensation. Assume that your name is Khalil Ahmed.
Q8

The Children Welfare Trust, a highly reputable and wellmanaged organization,


intends to launch a major campaign for raising funds for establishment of a network of
five hundred primary and middle-level schools in the northern areas which have
witnessed widespread destruction in the recent conflict.
You are required to prepare a persuasive message to be circulated to the prospective
donors seeking their help for this noble cause. The message should incorporate the
principles of effective communication for eliciting a favourable and positive response
from the donors.

Q9

You are the manager of Elegant Furnishers which manufactures superior quality
furniture exclusively for the high-end of the market. Your customers belong to the
affluent class who prefer to change the dcor and style of their residences at regular
intervals and purchase furniture of latest contemporary designs and fashions. Each
individual client is important and you would go to any lengths to retain the goodwill of
these customers. Most of your customers have close social interactions and adverse
comments by even a single customer may result in loss of business from other
customers.
Mr Zaman Khan, who is your valued customer, has complained that the quality of the
furniture purchased by him amounting to Rs. two million is not satisfactory. The quality
of wood used is substandard and the workmanship of polishing of the furniture is
poor. He has expressed his disappointment and asked you to replace the entire
furniture.
You are required to write a letter to the customer to convey your apologies for the
inconvenience caused and offer to undertake the polishing and other works at your
cost to the entire satisfaction of the customer. Your letter should be worded politely
and convey the message that customer satisfaction is very important for you.
Assume that your name is Muhammad Sadiq.

Q10

Superb Fans Limited (SFL) are manufacturers of a wide range of electrical fans and
have been acknowledged as a key player in the market due to the elegant design,
durability and reliable performance of its products. Since the past two years, SFL has
been affected by decline in domestic demand, fall in exports due to global recession
and rising prices of its essential raw material inputs. This has caused a drop in sales
revenues and increase in costs resulting in sharp erosion of the companys
profitability. The board of directors has decided to strictly curtail all expenditures,
including freezing of salaries, reduction in fringe benefits and withdrawal of loan
facilities to employees.
In your capacity as Chief Executive Officer of SFL, you are required to write a Circular
Letter addressed to the staff explaining the circumstances which have forced the
company to adopt stringent austerity measures. Also inform the staff that the SFL
would avoid layoff of its employees as they have made invaluable contributions
towards the companys achievements.

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Question

The Circular Letter should apprise the employees that the hardships would be
overcome and the situation would change with the improvement in the economic
conditions.
Assume that your name is Zahid Awan.
Q11

After the widespread floods in the country, the condition of the inter-city roads has
deteriorated considerably with the result that the Goods Transporters are faced with
the problems of escalating costs due to increase in commuting time, higher fuel
consumption and frequent breakdowns caused by the poor condition of the roads.
The collapse of bridges and the creation of temporary diversions result not only in
rapid wear and tear of the vehicles but also cause serious accidents. As a result the
problems of goods transporters have increased considerably and they are forced to
increase the freight charges.
As President of All Pakistan Goods Transport Association, you are required to write a
persuasive letter to the Director General, Roads and Highways Authority, explaining
the gravity of the problem and requesting him for urgent measures for repairs of the
inter-city roads.
Assume that your name is Zahid Khan and your office is located at Badami Bagh
Lahore.

Q12

You are the Head of Stitching Department of Mod Garments Limited. Work on an
important export order for Mens Suits amounting to Rs 25 million is in process. While
coming to work, 30 workers i.e. 20 per cent of your total workforce have been
seriously injured in a recent bus accident.
You are required to prepare an Inter-office Memo to the Head of the Human
Resources Department requesting for recruitment of 25 temporary workers on an
urgent basis. You may assume any details that may be considered necessary.
Note:

Q13

Assume that your name is Sohail Ahmed

The name of the Head of the Human Resources Department is Mr Zaheer


Khan.

Zenith Fan Company Limited (ZFCL) are manufacturers of different types of ceiling,
pedestal and exhaust fans. ZFCLs products are recognised as being of superior
quality and command premium prices in a highly competitive business environment. A
batch of Ceiling Fans of Cool Air model was launched by ZFCL for the first time in
the market through a selected group of four main distributors. The distributors have
received numerous complaints from their customers stating that these fans have
defective copper coils and are therefore unable to perform satisfactorily in the summer
months.

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Business communication

You are the Director of Electronic Fans, who are the most important distributors of
ZFCL. Write a letter to Director Marketing, ZFCL advising him of the problem and
requesting for free replacement of the defective fans returned by the customers.
(Imagine that you are Muhammad Ahsan).
Q14

Two months ago, The Environment Protection Board had ordered the closure of your
Paper and Board manufacturing plant because it was discharging untreated effluent in
the river causing pollution and adversely affecting the agricultural lands in the area
and damaging the marine life in the river. This unit is one of the largest paper and
board mill in the country. The company has since taken necessary measures to rectify
the problem. As the Chief Executive Officer of the mill you are required to write a letter
to the Director, Environment Protection Board requesting that the factory may be reopened to enable it to resume its manufacturing operations.
You should emphasise that all necessary measures have been taken to resolve the
problem. You may make assumptions of any details/information that you may
consider relevant to substantiate your case for the re-opening of the mill.
Assume that the name of your Company is Sterling Paper and Board Mill Limited,
Lahore and you are Khalil Ahmed.

Q15

The Good Hope Children Welfare Organisation, a reputable and well-managed NGO,
intends to implement two hospital projects for the Street Children in Lahore and
Karachi. It is estimated that approximately 200,000 Street Children in both these cities
are affected with various diseases, including life-threatening diseases. Urgent
measures are required to address to this grave problem before the situation
deteriorates further.
You are required to prepare a persuasive message to be circulated to the prospective
donors seeking their help for this worthwhile cause. The message should incorporate
the principles of good communication for eliciting a positive response from the donors.
Address of NGO is:
The Good Hope Children Welfare Organisation
250 Orangi Township
Workers Avenue
Karachi 45678
Assume you are the Honorary Chairman of The Good Hope Children Welfare
Organisation and your name is Fazal Mahmood.

Q16

Consolidated Steel Mills Limited (CSML) is in the business of manufacturing and


selling steel products such as round and flat bars, girders and wires used for
construction purposes.
Zenith Property Developers are currently executing several high-rise building projects
in Lahore and Islamabad and are major buyers of these products. CSML is keen to
establish business relations with Zenith as it would give a substantial boost to their
business.

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Question

As Director Marketing of CSML, you are required to write a Letter to CEO of Zenith
Property Developers Limited offering to supply steel products for their projects.
Note:

You may highlight at least three competitive strengths which give CSML a
business edge over its competitors. Assume necessary details to enhance the
effectiveness of the selling points in your letter.

Assume that your name is Abdul Hafeez


The address of your company is:
Consolidated Steel Mills Limited
E - 43 Main Avenue
SITE
Karachi 34500
The letter should be addressed to:
Chief Executive Officer
Zenith Property Developers Limited
K-48 Block -5
Gulberg
Lahore

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Business communication

CHAPTER 7 BUSINESS REPORTS


Q1

You are the Human Resource Manager at one of the leading commercial banks in
Karachi. Over the last six months, various clients have complained about the rude and
unacceptable behaviour of Mr. Sultan Ahmed, the Customer Services Manager of the
I.I. Chundrigar Road branch. Mr. Ahmed who has been an employee of the bank for the
past 7 years, has always had a clean record and until recently has been one of the
most valuable contributors to the bank. You are required to investigate and prepare a
short report to be submitted to the Regional Manager, Customer Services. You may
assume any necessary details.

Q2

As an employee of the finance department at a leasing company, put up a proposal to


the senior management asking them to introduce a company funded qualification
enhancement program for employees who have served a minimum of two years with
the company and are grade 3 and above. This would not only be beneficial for the
employees but also help the company in achieving their training and development
goals. You may assume any necessary details.

Q3

As a Senior Associate of a firm of professional Management Consultants, you have


been assigned to lead a team who would undertake a comprehensive study of the
unsatisfactory performance of an integrated textile mill with spinning, weaving and
finishing facilities. Identify the Headings of the Parts of your Formal Report to be
submitted to the clients. Please note only the titles of Headings of the Formal Report
are required.

Q4

You have been assigned the task of preparation of a Comprehensive Report on the
status and performance of an important corporate business enterprise. Give ten
Headings of important Topics which would be included in your Report.

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CHAPTER 8 COMMUNICATION VIA THE INTERNET


Q1

Q2

Q3

Q4

Q5

To join the internet, the computer has to be connected to an:


A

Internet architecture board

Internet society

Internet service provider

None of the mentioned

Allison signs on to her school's website using a password and username. She is
using:
A

A portal

A digital assistant

A palm pilot

iTunes

Email stands for:


A

Easy mail

Electronic mail

Electric mail

None of the above

URL stands for:


A

Universal Resource Locator

Uniform Resource Locator

Uniform Radio Locator

None of the above

Who provide us internet?


A

TCP

ISP

FTP

HTTP

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Business communication

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Assessment of Fundamental Competencies


Business Communication

A
Answers

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Business communication

CHAPTER 1 - THE COMMUNICATION PROCESS


Q1

Same aims, relevance, same belief, easy message, sender


credibility

Q2

A, B and C

Q3

Safety valve, explanation, bad news, alternative suggestion,


positive close

Q4

A, B and C

Q5

(i), (ii), (iii), (iv), (v), (vi)

Q6

Sender, Encoding, Message, Medium, Receiver, Feedback

Q7

A, B and C

Q8

Perception

Q9

A, B and C

Q10

Unavoidability of communication

Q11

Adjusting with the differences among the people involved

Q12

Fear for the other persons reaction

Q13

Seek permission to provide the feedback. Ask if it is an


appropriate time or if the subordinate would prefer to select
another time and place.

Q14

A, B and C

Q15

When information provided is more than requirements

Q16

A, B and C

Q17

A, B and C

Q18

A, B and C

Q19

Because of excessive use of jargon and complex words

Q20

A, B and C

Q21

Interference from the external environment during the


conveyance of the message

Q22

The differences in the manner in which the receiver


processes and interprets the message

Q23

Interference in the delivery of message due to differences in


language, social and educational backgrounds

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Answer

Q24

A, B and C

Q25

Face-to-face Conversation

Q26

A, B and C

Q27

It refers to the fact that individuals cannot remain isolated


without communicating

Q28

Relationship dimension exists between the parties in terms of


family ties, status and nature of association which should be
kept in perspective for understanding of the implications of
the message

Q29

A, B and C

Q30

A, B and C

Q31

A, B and C

Q32

A, B and C

Q33

A and B

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Business communication

CHAPTER 2 BUSINESS COMMUNICATIONS


Q1

Effective communication by manager and employees

Q2

The relationship of the stakeholders and the content of the


message

Q3

Tactical: Setting up additional units to increase capacity by


the end of the second quarter.

Q4

A,B and C

Q5

HR and payroll departments of company

Q6

A, C and purpose is the communication should be clear,


D
focus on content, order and emphasize the right points,
cater the message according to the audience
appropriate style

and using

Q7

Request for the replacement and persuade them of the claim

Q8

Customer Relations head of the manufacturing

Q9

Request for replacement after making a case of the damage

Q10

Emphasise appropriately using a polite tone for requesting


the replacement

Q11

Personal preference of the sender

Q12

Focus completely on taking notes

Q13

Dependent on the purpose and audience of the meeting

Q14

A, B and C

Q15

Team briefings to discuss of problems project updates in a


friendly environments

Q16

lack of audit trail

Q17

Strictly make the HR manager follow the timelines to ensure


fast effective and complete information be circulated to all
employees through email and on the notice board before the
second half.

Q18

A, B and Monday meetings with the department heads and the


C
departments regarding the new tasks for the week and the
update of last,

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Answer

Open door policy for the HODs with diagonal communication


allowed,
Memos to be sent via email and only to confirm the oral
communication once decision is made.
Q19

A, B and C

Q20

Both Lateral and vertical communication with internal


communication done through e systems

Q21

Visualising the senders reaction while communicating

Q22

Yelling loudly at the manager for the wrong information

Q23

Both Sara and Ali should have communicated regarding the


task after initial email.

Q24

The mail server goes out of order.

Q25

Conflict: The supply chain felt the new procurement policy by


the administration will derail their purchases setting them
back on the targets.

Q26

Pretend the conflict never happened and deny its impact

Q27

A, B,C
and E

Good news first and end at positive statement,


Avoid repeating the bad news,
Offer an explanation
Present an alternative

Q28

A, B and C

Q29

Concreteness

Q30

Concreteness

Q31

Conciseness

Q32

Conciseness

Q33

Clarity

Q34

Courtesy

Q35

A, B and C

Q36

A, B and C

Q37

A, B and C

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Business communication

Q38

Only oral communication

Q39

Universal cultural dimensions

Q40

A, B and C

Q41

A, B and C

Q42

Distortion problems in process of formal communication are


maximum

Q43

A, B and C

Q44

Visual presentations aids can be used in limited cases

Q45

Selects appropriate channels of informal communication

Q46

A, B and C

Q47

Useful to the most senior of employees and assists long-term


decision making

Q48

Useful to the middle level of management and considers


short-term issues

Q49

Relevant to production staff in day-to-day act

Q50

A and B

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Answer

CHAPTER 3 SEVEN CS OF EFFECTIVE COMMUNICATION


Q1

Seven Cs of effective communication

Q2

Five Ws checklist; who what where why when

Q3

A,B and D

Provides all the information necessary,


Anticipates the recipients responses and reduces the
subsequent communication,
Addresses all the questions previously raises or pre-empt
the questions of the sender.

Q4

Include only relevant information without forging the other


7Cs

Q5

Curt and to the point

Q6

Putting the needs of audience while ensuring completeness


of message

Q7

A, B and C

Q8

1, 3, 5, 6, 2 , 4

Q9

Including specific , vivid ,clear, explicit details

Q10

Distortion is avoided

Q11

Coherence in ideas to enhance the meaning of the message

Q12

To have a single purpose

Q13

There was no clarity in his communication; he had just jotted


down his thought process.

Q14

Children are getting more violent due to unsupervised


television and social media usage.

Q15

Politeness in senders attitude, respecting and considerate to


the recipients personality.

Q16

No grammatical , punctual, language errors, is complete and


well timed

Q17

Almost everyone allowed the security guard to go through


their belongings

Q18

Complete , brief, clear, gracious ,concrete,


considerate

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Business communication

CHAPTER 4 LISTENING SKILLS


Q1

Biomechanical process of perceiving a sound with the ear.

Q2

A, B and C

Q3

Consideration of how is communication delivered, the use of


language and voice

Q4

A, B and C

Q5

A, B and C

Q6

None of the above

Q7

A, B and C

Q8

Taking notes

Q9

Never enters into arguments with the speaker

Q10

Not react to emotional words

Q11

A, B and C

Q12

Focuses on supporting the speaker and stay attentive to their


feelings

Q13

Like to build a full picture, collect and consolidate all relevant


information

Q14

Focus on achieving their goals as quickly and efficiently as


possible

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Answer

CHAPTER 5 WRITTEN BUSINESS MESSAGES


Q1

A, B and C

Q2

Use only for outsider

Q3

A, B and C

Q4

It is positive.

Q5

Identify the purpose, Analyse the audience, Select the ideas,


Support the ideas with data, Organize the message, Style
used

Q6

Use a Buffer, Offer an Explanation, Avoid emphasizing the


Refusal, Present an Alternative or Compromise, End with a
Positive Statement

Q7

The sender uses verbal channel.

Q8

The receiver plans the feedback.

Q9

Identify the target market, Empathise with the needs, Create


a convincing message, Select the most suitable media

Q10

Secretary is not punctual.

Q11

A, B and C

Q12

I am very busy.

Q13

A and B

Q14

A and B

Q15

Buffer Statement, Appreciation, Assurance, Compliment,


Cooperation

Q16

The subordinates fear the consequences of communication.

Q17

A, B and C

Q18

Managers have no time to communicate with juniors.

Q19

Get attention, build interest, Increase desire, Motivate to take


action

Q20

Anticipate no objections from the reader.

Q21

I, II, III and IV

Q22

Presentation must include Graphics

Q23

A, B and C

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Business communication

Q24

Instantaneous Feedback

Q25

It shows that there is a common ground for understanding on


any particular point.

Q26

The sender of the message expresses thanks for receiving


something from the recipient of the message.

Q27

The sender shows an understanding of the recipients


problems and concerns and expresses empathy.

Q28

The sender shows that the response in the message is


conveyed after an equitable and objective examination of the
issues.

Q29

The sender conveys to the receiver willingness to extend


support and be of help in any possibility in the future.

Q30

Usually sent in response to a claim or complaint and includes


the final outcome.

Q31

Sent after some type of initial communication.

Q32

Sent to let others know that they have received a


communication.

Q33

Accompanies something such as a package or report.

Q34

Used to share the same information with a large audience

Q35

A note, document or other communication that records or


reminds about events and observations.

Q36

A summarized record of the proceedings at a meeting.

Q37

An account given on a particular matter in the form of an


official document.

Q38

Sent by a previous employer or other referee.

Q39

Asks a question or elicits information from the recipient

Q40

(i)

The Board confirmed nine of the twelve proposals submitted


by the management.

(ii)

We would be able to give discount on orders in excess of Rs.


10,000.

(iii)

Your order will be executed by the first of the next month.

(iv)

Employees can take 15 minutes tea breaks.

(v)

We will begin the printing work after we have reviewed all the
revisions.

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Answer

Q41

Q42

Q43

(vi)

The minimum period for which we provide insurance cover is


six months.

(i)

Our company accepts orders of Rs. 2.5 million or more.

(ii)

The employees can avail the lunch break for 45 minutes.

(iii)

The inter-city bus service will wait for 15 minutes at all stops.

(iv)

We offer discount to all those customers who make cash


payments.

(v)

You may apply for the position of security officer if your height
is 185 centimetres or more.

(i)

The remark shows that the secretary is not punctual and is


often late.

(ii)

The Group Leader intends to demonstrate equality and close


affiliation with the group members.

(iii)

The CEO seems to demonstrate that he is an extremely busy


person whose time is more important and the participants are
expected to wait for him.

(iv)

The applicants communication skills are deficient or show a


lack of genuine interest in the job.

(v)

The senior manager implicitly conveys the message I am


very busy and cannot see you right now.

(i)

The performance of the Spinning Department can be


improved by implementing more efficient energy utilisation
measures.

(ii)

We would request you to please make payment within 7 days


in order to prevent us from referring the matter to our legal
advisors.

(iii)

We would be able to repair your generator and also replace


the damaged parts in 2 days.

(iv)

The dress which I had purchased from your shop is made of


mixed silk and polyester fabric and not 100 percent silk cloth
as stated by your salesman. I would not have purchased the
dress if I had known that it was not made of 100 percent silk
cloth.

(v)

Please send us the completed Advertisement Contract Form


along with a cheque for Rs. 250,000 by September 30, 2014
to enable us to retain the space booked by you in the next
issue of our magazine Fashion Trends.

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Business communication

Q44

(i)

This type of paper does not work very well in the


photocopying machine.

(ii)

Our advertisement expenditure of Rs. 500,000 in the new


Health Magazine did not yield the desired result; let us
analyse the experience and apply our insights for future
guidance.

(iii)

For the time being, we can serve you on cash basis only.

(iv)

Although it is an uphill task, your new management team


would accept the challenge and make serious efforts to turn
around the affairs of the company.

(v)

Timely delivery of cement is critical for meeting our target for


completion of the construction works. Please respond today
and give us a firm date for delivery of our consignment of
cement.

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Answer

CHAPTER 6 LETTERS AND CIRCULARS


Q1

Your ref: CSMS/Nov/21


Our ref: JICL/Dec/39
December 11, 2013
Mr. Abc
Dean
Concord School of Management Science
Address 1
Address 2
Karachi
Dear Sir
Internship training
Thank you for considering us for internship training for your final year
students.
We are shifting our head office from Shahra-e-Faisal to I I Chundrigar road.
This shifting has disturbed our normal routine work to a great extent.
This disturbance has created an environment which is not suitable for
learning of these students as you desire.
We recommend that these students should be sent in May 2014, so that they
learn all what is required.

Eagerly waiting for interns next year.

Thanking you

Yours faithfully

Abdul Samad
Public Relations Officer

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Business communication

Q2

Our ref: CSML/Dec/39


December 11, 2013
Mr. Abc
Chief Executive Officer
Zenith Property Developers Limited
Address 1
Address 2
Karachi
Dear Mr. Abc
Strategic partnership
We congratulate ZPDL on constructing Pakistans tallest building in
Karachi. This has made all Pakistanis proud.
CSML is ISO-9000 certified, state-of-the-art steel mill with x million tons
production every year. We are the largest producer of round and flat bars,
girders and wires which are Richter scale 8 tested.
We have nationwide dealers network which guarantees deliveries of
products just-in-time. Our clients include major builders and developers in
the country.
We would like to offer our products for your construction projects to assist
you in maintaining and enhancing construction quality.
Kindly let us know when we can meet to discuss further detail. Waiting for
your reply.
Yours sincerely
Abdul Hafeez
Marketing Director

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Answer

Q3
MEMORANDUM
TO:

All employees

FROM:

ABC, Manager Human Resources

DATE:

February 5, 2008

SUBJECT:

Fee subsidy

Recognizing the efforts of employees and sharing their aim of educating


children, we are pleased to share your burden of children education for
their bright career.
The policy will be subsidizing 50% fee up to Intermediate/A-level. All
employees are advised to collect Subsidy Form from HR department
and submit with details of their children and schools by March 30, 2008.

Q4

Answers may differ with each candidate particularly with respect to


circumstances resulting in damage of the TV. However, the following
should be observed:

Company Letterhead/address

Date

Reference

Customers name and address

Salutation

Subject, including acknowledgment that Mr. Smith/consulate are


valued customers of SSTCL

Complimentary close

Writers designation

Text covering the following points:

Introductory remarks

Statement of compensation, expression of regrets and action by


Company

Assurance of better and reliable services in future

Coherent presentation

Grammar and appropriate vocabulary

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Q5

Answers would differ with each candidate, particularly with respect to the
selection of appropriate arguments to justify the Associations position.
However, the following should be observed:

Letterhead/address of The Pakistan Dairy Farmers Association

Designation and Address of the dailies Dawn and The Nation

Date

Request to the Editor to publish the Letter

Heading of the Letter

Salutation

Writers Name and designation

Text covering the following points:

Introductory remarks

Factors responsible for increase in cost of production of milk:


Cost of milking animals, rent of premises, fodder, labour, electricity,
transportation costs, water and other inputs. Any other appropriate
reasons may be accepted.

Q6

Difficulties encountered by the dairy farmers.

Coherent presentation and grammar and appropriate vocabulary.

Answers will vary. Coverage of the following points to be observed:


(i)

Name of the Company

(ii)

Mention of Heading of Circular Letter

(iii)

Reference Number

(iv)

Date

(v)

Name and Designation of the Issuing Person

(vi)

Subject of the Circular Letter

(vii)

Mention of Recipients All Employees

(viii)

Logical presentation of circumstances leading to the Merger and


information of management decision regarding the Merger

(ix)

Information regarding impact of the merger on the employees.

(x)

Disclosure of
arrangement

(xi)

Appeal to employees to appreciate that the decision was


necessary and in the best interests of the Company

(xii)

Signature of the CEO.

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information

regarding

the

merger

The Institute of Chartered Accountants of Pakistan

Answer

Q7

No answer is being suggested. However students should cover the


following points with correct grammar and using appropriate vocabulary:
(i)

Name and address of the consignor and the consignee.

(ii)

Pertinent data of Number and Date of Airway Bill, particulars of the


consignment and ports of dispatch and destination of the
consignment.

(iii)

Description of the problem, giving details of the computers


damaged their model numbers and cost of the equipment.

(iv)

Explanation of the implications of the problem for Reliable


Computers e.g. loss of business, interruptions of operations,
default in commitment to meet the delivery schedule of an
important customer, etc.

(v)

Mention of preference of compensation sought by Reliable


Computers e.g. replacement of damaged merchandise or
monetary compensation for damaged equipment.

(vi)

Presentation of the letter format

(vii)

Closure of letter by stating confidence that the Airline will respond


favourably and fairly to the claim.

(viii)

Mention of name, designation and telephone contact numbers of


Manager Imports.
(A sample letter is given as follows)

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Ref.
December 1, 2009

Sample Letter Question 12


________________

No.:

Mr John Ping
Director of Operations
Eastern Freight Airways
Business Arcade, Suite No 736
I.I. Chundrigar Road
Karachi-41000
Subject: Claim for Compensation due to Mishandling of Consignment in transit
Dear Mr Ping
We have received our Consignment of 1200 computers packed in 12 pallets shipped from
Taiwan to Lahore via EFA Airway Bill No 674 dated 23-11-2009 on 26-11-2009 and found
that 200 computers have been damaged due to mishandling by your loading staff. Letter No
886 dated 26-11-2009 issued by your Manager Cargo, Lahore regarding the status of the
damaged computers is enclosed. The surveyors report certifies that the damaged computers
cannot be repaired and are a total loss.
The computers were imported to fulfil an order of one of our most important customer and
our inability to supply the equipment within the time limit would cause considerable loss to
our customer. This would be a major setback for our reputation and future business relations
with our valued customer and we are afraid that they would lodge a claim for our failure to
supply the goods within the specified deadline.
Details of the financial loss caused by the negligence of your staff are given below:

1. Cost of 200 Computers at Rs. 40,000 per unit


2. Freight paid on 200 computers at Rs. 300 per unit
3. Miscellaneous Expenses of clearing, transportation etc.

Rupees
8,000,000
60,000
50,000
8,150,000

You would appreciate that we have been availing your services since the past 5 years and
have always been impressed by the quality of your customer-caring attitude. This incident of
gross negligence by your loading staff is a matter of serious concern and we would certainly
consider our future business relationship in the context of your response in meeting our
legitimate claim.
We would request you to please settle our claim and send us a cheque for Rs 8.15 million
within 10 days. Your positive and prompt response would be appreciated.

Sincerely,

Khalil Ahmed
Manager Imports

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Answer

Q8

Answers would vary. However students should cover the following points with
correct grammar and using appropriate vocabulary:
(i)

Name of the Organization and address

(ii)

Date

(iii)

Mention of Name and address of Recipient

(iv)

Subject of the Circular Letter (heading)

(v)

Create interest of the reader and appeal for help

(vi)

State the total amount of requirements of funds

(vii)

Describe the need, scope and benefits of the proposed school network

(viii)

Complimentary close

(ix)

Enclose a Reply Form to be filled in by the donors

(x)

Enclose a brochure to elicit interest of the donors


(A sample letter is given as follows)

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Sample Letter Question 13


Ref. No:________________
14,2009

December

Mr Z A Pasha
Chief Executive Officer
Apex Pharmaceuticals Limited
D-25 S.I.T.E.
Karachi-42300

Subject:

Appeal for Help for Establishment of Schools for Displaced Children in the
Northern Areas

Dear Mr Pasha,
To live with the awareness that disaster or tragedy could strike at any time, and to still live
with love and care for fellow human beings is to live with compassion and grace. The tragedy
caused by the conflict in our northern areas has already struck and has caused immense
loss and misery to the inhabitants. The most vulnerable are the children who have lost their
parents and homes and are facing a life-long fear of hopelessness and destitution. They
need our help, and they need it now!
Children Welfare Trust, a charitable institution, with an impeccable and credible record of
past performance in numerous relief efforts intends to implement a project for establishment
of 500 primary and secondary schools with boarding and lodging facilities for the displaced
children in the northern areas. The total cost of the network of schools is estimated at Rs 1.5
billion. We are pleased to mention that our appeal for help has not gone unheeded and are
grateful to our donors for their most generous donations of Rs 250 million in the past one
month. In addition, pledges amounting to Rs 350 million have been received from
philanthropists and our staff is making vigorous efforts for their collection.
Kindly help us to help the displaced children by your contribution of Rs 5 million. It is a cause
worthy of your most generous support as it will bring life-changing benefits to a very large
number of children in whose young hearts and minds dwells the destiny of our beloved
country.
Your organization can send a tax-exempted contribution using the enclosed form and
envelope.

Sincerely,

ABC
Chairman

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Answer

Q9

ELEGANT FURNISHERS
Our reference:

12345

Our address 1
Our address 2
Postcode
Mr Z Khan,
Address 1
Address 2
Postcode
17 August 20XX
Dear Mr Khan,
Complaint
Thank you for taking the time to complain that the furniture you recently bought for Rs. 2m
incorporated below-standard wood and polishing. Please accept our sincerest apologies for
the inconvenience caused.
As a leading supplier of high quality premium furniture, customer satisfaction is of the highest
priority. We are therefore extremely grateful to you for having brought these issues to our
attention. Such issues are rare given the highest levels of quality assurance we employ, but
in this instance your feedback enabled us to identify problems with a new wood supplier and
team of polishers, both of which have now been addressed.
We would like to propose undertaking full rectification works including delivery at our own
expense. Furthermore we would like to offer you a 15% discount off your next purchase by
way of compensation for the inconvenience caused and can assure you that your continued
custom and satisfaction remain our highest priority.
Yours sincerely,
<Signature>
Muhammad Sadiq
Manager

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Q10

SUPERB FANS LIMITED

Our address 1
Our address 2
Our address 3
Postcode

PRIVATE & CONFIDENTIAL


All Staff
Superb Fans Limited
17 August 20XX
Dear Colleagues,
Austerity measures
As you are aware the global economic crisis continues to have an adverse impact on our
industry and the results of our company with revenues declining both in the domestic and
export markets. Profitability has been further impacted as the drop in sales has coincided
with a period of increased prices in raw materials. Unfortunately the current situation remains
unsustainable.
However, despite the downturn in results the underlying SFL brand remains as strong as
ever. This, combined with the new package of austerity measures I now share with you gives
me confidence that we will be able to sustain the underlying business model over the longterm and recover the situation together without the need for redundancies.
Key elements of the new austerity measures to be introduced with immediate effect are:

Restriction on expenditure
Freeze salaries
Reduce fringe benefits
Withdraw loan facilities

To reiterate, we recognize the strength, dedication and talent of the whole workforce and
invaluable contribution made towards the companys achievements. It is therefore a key
element of the plan to avoid redundancies.
Thank you for your continued efforts and dedication in this challenging period.
Kind regards,
<Signature>
Zahid Awan
Chief Executive Officer

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Answer

Q11

ALL
PAKISTAN
GOODS
TRANSPORT ASSOCIATION

Our reference: 12345


Our address 1
Badami Bagh
Lahore
Postcode

PRIVATE & CONFIDENTIAL


Director General
Roads and Highways Authority
Address 2
Postcode
17 August 20XX
Dear Sir,
Urgent repairs to inter-city roads
Firstly may I take this opportunity to congratulate you on the tremendous work you and your
department have performed so far following the widespread floods that have devastated the
country. The challenge you face has been huge and unique and one which you have
embraced with passion and enthusiasm. Thank you.
As President of the All Pakistan Goods Transport Association I also write to you to highlight
the detrimental impact the continued poor condition of the inter-city roads is now having on
goods transporters. I reach out to you to request immediate and widespread urgent repairs.
The condition of the inter-city roads has deteriorated considerably with the result that haulage
companies are faced with escalating costs due to:

An increase in commuting time;


Higher fuel consumption; and
Frequent breakdowns caused by the poor condition of the roads.

The collapse of bridges and the creation of temporary diversions also result not only in rapid
wear and tear of the vehicles but also cause serious accidents. As a result the problems of
goods transporters have increased considerably and they are forced to increase the freight
charges, which of course has a knock-on effect to the economy.
Once again thank you for your efforts and I look forward to hearing your comments on how to
address these issues.
Yours faithfully,
<Signature>
Zahid Khan
President

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Q12

Memorandum
Sent: 3 February 20XX 16:42
From:

Sohail Ahmed

To:

Zaheer Khan

Subject:

Urgent: 25 Temporary workers required (re: bus accident)

Hi Zaheer,
Apologies in advance for this urgent request but unfortunately 30 employees (20% of the
entire workforce!) have been seriously injured in a recent bus accident and are unable to
work.
Whilst our priority remains the injured workers and their families we also face the prospect
that this problem has arisen in the middle of completing work on a critical mens suits export
order worth Rs 25 million. Unfortunately there is no spare capacity across the rest of the
workforce as they are currently operating at maximum utilisation (including overtime) on
equally urgent orders.
Therefore, I request your urgent authorisation and help in recruiting 25 temporary workers
specifically to fulfil the part-completed export order. The employees will be needed for 4
weeks in total starting as soon as possible.
I look forward to receiving your confirmation. Thanks in advance.
Kind regards
Sohail
Head of Stitching

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Answer

Q13

ELECTRONIC FANS
Our reference:

12345

Our address 1
Our address 2
Our address 3
Postcode
Mr Z A Pasha
Marketing Director
Zenith Fan Company Limited
Address 2
Postcode
17 August 20XX
Dear Mr Pasha,
Defective Cool Air ceiling fans replacements required
Firstly, congratulations on your continued innovation in launching new products such as the
Cool Air range of ceiling fans. As a key distribution partner we take great pride in working
with you supplying leading-edge products to our loyal customer base.
Unfortunately we have recently received numerous complaints from customers stating that
the Cool Air fans have defective copper coils. This has prevented the fans operating
satisfactorily in the summer months.
Please could you therefore arrange for the immediate delivery of free replacement fans
against returns received so far. Thanks. Furthermore, given the premium positioning of
Zenith products please advise if you will be processing a full recall and replacement in order
to protect the brand name going forward.
I look forward to hearing from you.
Yours sincerely,
<Signature>
Muhammad Ahsan
Director

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Q14
Your reference:
Our reference:

STERLING PAPER AND BOARD MILL LIMITED

12345
12345

Our address 1
Our address 2
Lahore
Postcode
PRIVATE & CONFIDENTIAL
Director
Environment Protection Board
Address 2
Address 3
Postcode
17 August 20XX
Dear Sir,
Request to re-open paper and board manufacturing plant
Following the closure of the paper and board manufacturing plant two months ago due to
effluent discharge we have now completed all the necessary rectification measures and
request permission to re-open.
In response to the initial closure a special emergency task force was formed which quickly
identified the problem. This enabled a second team to fix the problem. However, I would also
like to emphasise that we have implemented measures that go significantly beyond the
points raised in your initial inquiry.
In summary:
The river pollution has been cleaned up and marine stock rejuvenated;
The surrounding farmland has been cleaned up and farmers compensated;
We have commissioned the building of a new eco-environmental center in the local
wetlands estuary.
Please also find attached the independent environmental audit report issued by XYZ auditors
who were commissioned to assess whether the rectification work adequately addressed the
issues raised in your enquiry. Im delighted to say that the audit report was unmodified.
Your earliest consideration would be appreciated given the high number of local employees
and related business who rely on the successful operation of the manufacturing plant. I
therefore look forward to hearing from you and receiving permission to re-open the plant.
Thanks.
Yours faithfully,
<Signature>
Khalil Ahmed
Chief Executive Officer
Enclosures
- XYZ Environmental audit report

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Answer

Q15

GOOD HOPE CHILDREN


WELFARE ORGANISATION

Our reference:

12345

250 Orangi Township


Workers Avenue
Karachi
45678
Addressee name
Address 1
Address 2
Address 3
Postcode
17 August 20XX
Dear Sir/Madam,
Appeal for donations to the street children hospitals
It is with great sadness that I write this letter as the unfortunate reality is that approximately
200,000 street children in Lahore and Karachi are affected with various diseases many of
which are life-threatening.
Without immediate intervention this grave situation will only continue to deteriorate. The
impact on wider problems such as crime, begging, the growth of ghettos and no-go areas,
let alone the threat of disease and medical epidemics to the wider population, will worsen.
This all whilst society stands by ignoring the most vulnerable of children, many of whom have
lost both parents or were abandoned as babies.
The Good Hope Children Welfare Organisation, a reputable and well-managed NGO, is
implementing two hospital projects for the street children in Lahore and Karachi to help tackle
the problem head on. The success of the project relies on the generosity of kind donors such
as yourselves and please be assured that even the smallest of contributions as well as the
largest will all make a difference and could have a life-saving impact on the children it
benefits.
Please donate generously using the enclosed tax-exempting contribution form and envelope.
Thank you for making a difference.
Yours faithfully,
<Signature>
Fazal Mahmood
Honorary Chairman

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Q16
Our reference: 12345
CONSOLIDATED STEEL MILLS LIMITED
Consolidate Steel Mills Limited
E 43 Main Avenue
SITE
Karachi 34500
Chief Executive Officer
Zenith Property Developers Limited
K-48 Block -5
Gulberg
Lahore
17 August 20XX
Dear Sir/Madam,
Supply of steel products to Zenith
Firstly may I congratulate you on running such an outstanding business at Zenith. The Zenith
brand continues to be recognised in the construction industry for its high quality and timely
delivery across the whole spectrum of civil engineering projects.
Consolidated Steel Mills Limited is in the business of manufacturing and supplying high
quality steel products such as round and flat bars, girders and wires used for construction
purposes.
Having reviewed your construction portfolio which includes several impressive high-rise
building projects in Lahore and Islamabad we would like to become one of your key trusted
suppliers. The competitive strengths we can offer in collaborating with Zenith include:

Access to highly skilled craftsmen at the component design stage to ensure products
are manufactured exactly to Zeniths specification;
All products are fully guaranteed and subject to Japanese-style quality assurance
certification;
Competitive pricing and volume discounts whilst retaining flexibility and bespoke
specification

I have pleasure in attaching a collection of testimonials from a number of our key customers
as well as a product brochure describing our standard range. As mentioned we would
develop bespoke Zenith products so the brochure is meant as a reference document for now.
I look forward to hearing from you.
Yours faithfully,
<Signature>
Abdul Hafeez
Marketing Directors
Enclosures:
- Testimonials
- Product brochure

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Answer

CHAPTER 7 BUSINESS REPORTS


MEMORANDUM

Q1

TO:

Mr. XYZ, Regional Manager Customer Services

FROM:

ABC, Manager Human Resources

DATE:

February 5, 2008

SUBJECT:

Report on customer complaints against Sultan Ahmed

INTRODUCTION
Reference your request for a report on the recent complaints about the
behavioral problems of Mr. Sultan Ahmed, the Customer Services
Manager of the I.I. Chundrigar Road Branch. The branch manager is a
senior employee of the bank and so far done his job in a very
professional manner. His performance has always been very
commendable up till now. This report contains all necessary details
regarding the issue.

FINDINGS
A survey of the Branch was conducted and various employees including
the Customer Services Manager were interviewed to investigate the
causes of the complaints. The activity revealed the following facts:
1. Workload
The Manager of the branch is up against tremendous loads of work.
Majority of the times he was found involved in many operational
activities mainly due to the lack of Human Resource in the said
branch.
2. Staff morale
Due to lack of training and inadequate reward structure, the staff
morale is very low. Majority of the staff in the branch is untrained and
unwilling to put effort in the work, thereby increasing the workload on
the Manager alone, who has to ultimately meet deadlines and targets.
3. Work environment
The work environment in the Branch is not a healthy one. This is also
one of the contributory factor towards low staff morale and sluggish
approach towards work. Air conditioners are not working, majority of
the PCs are out of order, the networking is not proper, and there is no
proper seating arrangement for the guests/customers in the branch
which creates a mess in the Branch environment.

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4. Increments
Another contributory factor towards disturbed attitude of the Customer
Services Manager is his unprocessed annual increments, which have
been accumulating for the past two years. There have been no
revisions in the perquisites and benefits for two years.
5. Employee turnover
For the past six months, the branch has had a high employee
turnover. An analysis of the Payroll has revealed that for the last six
months, seven employees have resigned and only three employees
have been hired against seven vacancies. This has consequently
increased the workload on the remaining staff and ultimately the
Manager who is accountable and responsible for all the operations.
CONCLUSION
The above-mentioned facts are clearly indicative of the causes of the
disturbed attitude of the Customer Services Manager. He although has
had a clean records but circumstances as these do affect the behavior
and productivity of employees. The situation calls for immediate action to
resolve complaints and reduce employee turnover including the Manager
himself.
RECOMMENDATIONS
Taking into account the above facts of the situation, the following
recommendations are immediately implemented as remedial measures to
avoid further aggravation of the situation:
1. The workload on the manager should be reduced by redesigning the
job descriptions, new hiring and proper training of staff. Furthermore
the Operational load should be delegated to the lower staff.
2. The staff should be motivated by providing proper trainings, revising
reward schemes and offering incentives, so that they take initiatives
and participate in decision-making.
3. The work environment of the branch should be improved; air
conditioners should be repaired and replaced if necessary, out of
order PCs should be replaced by new ones, networking problems be
rectified and proper seating arrangement be made for the
guests/customers visiting the branch.
4. The Customer Services managers withheld increments should be
processed along with the adjustments of arrears. Furthermore
perquisites and benefits should be revised according to the new
policy.
5. New hiring should be made and the vacant positions be filled with
quality and professional staff. New employee retention policies should
be implemented to reduce employee turnover.

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Answer

SUMMARY
High employee turnover, unfilled vacancies, untrained and de-motivated
staff together with uncomfortable working conditions, unprocessed
increments and inadequate compensation policies are the causes behind
the disturbed attitude of the Customer Services Manager who is under
tremendous loads of work and responsibilities at his end. The above
problems be immediately catered with measures like; trainings, hiring,
improvements in work environments and reward policies and processing
of pending increments along with respective arrears. These measures will
help in improving the situation and consequently reduce the demotivating factors in the working environment of the branch. Apart from
maximizing revenues, employee retention policies should also be given
prime importance.

MEMORANDUM

Q2
TO:
FROM:
DATE:
SUBJECT:

Managing Director
XYZ, Manager Finance
July 31, 2008
Proposal for company funded qualification enhancement
program

I have been serving in the Finance Department for over ten years and
received three times the employee of the year award and promoted every
time in the promotion committee meeting. I would like to present a proposal
for Qualification Enhancement Program. As per changes in global business
environment, it is necessary to acquaint personnel with upgraded knowledge
and information.
PROJECT PROFILE
This Qualification Entrancement program will be for employees who have
served a minimum of two years with the company and are grade 3 and
above. The scheme will offer qualifications like; MBA, ACCA, CIMA or any
other qualification of two years program.
During the program, trainees will be attending evening classes, workshops,
seminars, and will be going for field trips to visit highly advanced and
sophisticated work environments.
The program will develop mainly accounting and finance skills in employees.
This will also enhance their skills in communication, information and
communication technologies, problem solving, decision-making, and stress
handling. The program will be conducted by some of the well-known and
renowned professors and professionals in the country.
RESEARCH STUDY
A research study conducted by Employers Federation of Pakistan shows
that companies employing qualified people always do better than companies
with less number of professionals. Professionals are better, as they make
fewer mistakes and use their professional skills to make decisions.

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PROPOSED WORK PLAN


To initiate the program, Human Resources Department will shortlist the
names of employees who meet the criteria mentioned above. Also a meeting
with the management of the institute will be arranged to decide the terms of
training contract.
FACILITIES REQUIRED
To conduct the program, a proper room with seating arrangement of 20
participants and other facilities will be required. These facilities include;
laptop, multimedia, whiteboard, and markers. Any other facilities required
may be notified by the institute during negotiation with the institute.
FACILITIES PROVIDED
The institute will provide teaching faculty, books, lecture material, case
studies, and will hold assessment test every month. The results will be
communicated to management and on successful completion of all the
courses; the institute will award the certificate to participants.

STATEMENT OF QUALIFICATION
I have contacted many institutes to conduct this program and found ABC
Institute of Business Education the best. The institute has successfully
conducted this program for several organizations like; P&G, Unilever
Pakistan, and Dawlance Pakistan.
COST EVALUATION

Coaching cost per head


Refreshments per head
Estimated cost per head
Total cost (20 participants)

Rs.
150,000
10,000
160,000
3,200,00
0

This type of training program not only enhances the employees


knowledge about the changing world but also upgrades their skills in all
professional disciplines. Professional faculty mostly qualified from abroad
will conduct the courses. They will also conduct consultation sessions
during training program to solve the job related problems of employees
individually, if requested.

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Answer

Q3

The Headings of the Parts of the Formal Report would be:


(i)

Title Page

(ii)

Letter of Transmittal

(iii)

Table of Contents

(iv)

Executive Summary

(v)

Introduction or Preamble

(vi)

Scope of the Study

(vii) Methodology of the Study


(viii) Findings of the Study
(ix)

Conclusions & Recommendations

(x)

Appendixes or Appendices

Q4
The Headings of important Topics of the Comprehensive Report should
include:
(i)

Authorisation for the Assignment

(ii)

Executive Summary

(iii)

Purpose of the Report

(iv)

Scope of the Report and its coverage of important issues

(v)

Sources from which information was obtained

(vi)

Methodology involved in the preparation of the Report

(vii)

Definitions of terms used in the Report which may be unfamiliar to


the readers

(viii)

Limitations and Factors which were constraints in the preparation


of the Report

(ix)

Organisation and Rationale for format of the Report

(x)

Vote of Thanks to individuals who facilitated in the preparation of


the Report

(xi)

Conclusion and Recommendations

(xii)

Appendices

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CHAPTER 8 COMMUNICATION VIA THE INTERNET


Q1

internet service provider

Q2

A portal

Q3

Electronic mail

Q4

Uniform Resource Locator

Q5

ISP

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Head Oce-Karachi:

Chartered Accountants Avenue, Clifton, Karachi-75600


Phone: (92-21) 99251636-39, UAN: 111-000-422, Fax: (92-21) 99251626, e-mail: info@icap.org.pk

Regional Oce-Lahore: 155-156, West Wood Colony, Thokar Niaz Baig, Raiwind Road, Lahore
Phone: (92-42) 37515910-12, UAN: 111-000-422, e-mail: lahore@icap.org.pk
Islamabad Oce:

Sector G-10/4, Mauve Area, Islamabad


UAN: 111-000-422, Fax: (92-51) 9106095, e-mail: islamabad@icap.org.pk

Faisalabad Oce:

36-Z, Commerical Center, Near Mujahid, Hospital Madina Town, Faisalabad


Phone: (92-41) 8531028, Fax: (92-41) 8503227, e-mail: faisalabad@icap.org.pk

Multan Oce:

3rd Floor, Parklane Tower, Ocers Colony, Near Eid Gaah Chowk, Khanewal Road, Multan.
Phone: (92-61) 6510511-6510611, Fax: (92-61) 6510411, e-mail: multan@icap.org.pk

Peshawar Oce:

House No. 30, Old Jamrud Road, University Town, Peshawar


Phone: (92-91) 5851648, Fax: (92-91) 5851649, e-mail: peshawar@icap.org.pk

Gujranwala Oce:

2nd Floor, Gujranwala Business Center, Opp. Chamber of Commerce, Main G.T. Road, Gujranwala.
Phone: (92-55) 3252710, e-mail: gujranwala@icap.org.pk

Sukkur Oce:

Admin Block Sukkur IBA, Airport Road, Sukkur


Phone: (92-71) 5806109, e-mail: sukkur@icap.org.pk

Quetta Oce:

Civic Business Center, Hali Road, Quetta Cantt


Phone: (92-81) 2865533, e-mail: quetta@icap.org.pk

Mirpur AJK Oce:

Basic Health Unit (BHU) Building Sector D, New City Mirpur, Azad Jammu and Kashmir
e-mail: mirpur@icap.org.pk

2015

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QUESTION BANK