Online MCQ Business Communication Assignment
Online MCQ Business Communication Assignment for your amity mba bba courses, ignou mba, imt cdl, smu and upes management program. This is important online mcq question answer for various distance learning program.
Q1: In an organisation, the existence of highly structured lines of authority and communication is referred to as
Answer: formalisation.Answer
Q2: At a traditional British-style boy’s school, ‘prefects’ are selected senior boys who can verbally reprimand other boys. In extreme cases prefects issue the culprit with a slip of paper detailing the misdemeanour. A copy is forwarded to the head of the school, then passed to the culprit’s ‘house master’ who disciplines the culprit. Which type of communication network is in use
Answer: A wheel network.Answer
Q3: In the scenario in Question 7, which organisational channels of communication are employed
Answer: Add a horizontal channel between the prefect and the offender’s house master.Answer
Q4: Which of the following is characteristic of communication via the grapevine
Answer: It is perceived by employees as being more believable and reliable than formal communication channels?Answer
Q5: Knowledge management structures are
Answer: Usually flat, supportive of decentralised decision-making, and rely on informal communication networks.Answer
Q6: Groups that are given general objectives and goals, but are left to decide the work processes themselves are called
Answer: autonomous or semi-autonomous work groups.Answer
Q7: A leader achieves organisational goals by relying on her position of power to influence others
Answer: Wrong – FalseAnswer
Q8: Legitimate power is held as a result of the organisation giving power and authority to a specific position
Answer: True – CorrectAnswer
Q9: Communicating with others is a maintenance-related behaviour
Answer: True – CorrectAnswer
Q10: Social competence covers self-awareness, self-regulation, and self-motivation
Answer: Wrong – FalseAnswer
Q11: Acceptance of responsibility is a characteristic of high motivation in organisations
Answer: True – CorrectAnswer
Q12: Motivation is a process that supports individual action or behaviour towards organisational goals
Answer: Wrong – FalseAnswer
Q13: According to the Situational Leadership model, a leader demonstrating S3 behaviour is more directive on tasks
Answer: Wrong – FalseAnswer
Q14: Mentoring should only be conducted in a formal manner within an organisation
Answer: Wrong – FalseAnswer
Q15: Social media opens up indirect channels of communication to others in a leader’s network of contacts
Answer: Wrong – FalseAnswer
Q16: Power based on the leader’s skills and knowledge is
Answer: expertise power.Answer
Q17: Which of the following is not one of the nine sources of leadership influence
Answer: coercion.Answer
Q18: Which one of the following is not a characteristic of high motivation
Answer: ApathyAnswer
Q19: Which of the following is not a dimension of transformational leadership
Answer: group consideration.Answer
Q20: Dianna, in her capacity as general manager of an international organisation, has had to make a difficult decision to reduce the number of employees in a division. She understands that this decision will be unpopular but will result in greater streamlining of the company’s focus, greater profitability, and therefore long-term stability for the company. In making this decision, what leadership trait is Dianna demonstrating
Answer: willingness to accept consequences of decision and action.Answer
Q21: A management style that has a high production/low people orientation is referred to as
Answer: task-management.Answer
Q22: Which of the following does not apply to situational leadership
Answer: The situation in which leaders and followers operate is always the same.Answer
Q23: A leadership style that inspires greater self-awareness and self-regulated behaviours in both leaders and employees is
Answer: Developing a skillAnswer
Q24: The four components of authentic leadership are
Answer: self-awareness, internalised moral perspective, balanced processing, and relational transparency.Answer
Q25: Dianna has been paired with a subordinate female employee who is learning about management. Dianna and the employee meet generally once a month, where Dianna is able to provide advice and share her experience. Which best describes this relationship
Answer: mentoring.Answer
Q26: Motivating employees to perform beyond expectations, question established views, and aspire to higher level goals is linked to which style of leadership
Answer: TransformationalAnswer
Q27: Empowerment allows managers to have more control over employees
Answer: Wrong – FalseAnswer
Q28: Negative mood does not influence team processes and performance
Answer: Wrong – FalseAnswer
Q29: Behaviours that protect the group are labelled ‘defensive roles’
Answer: True – CorrectAnswer
Q30: The communication facilitator is a maintenance-related function
Answer: True – CorrectAnswer
Q31: At the adjourning stage of group development, members make decisions
Answer: Wrong – FalseAnswer
Q32: Self-censorship may be a symptom of groupthink
Answer: True – CorrectAnswer
Q33: A person who feels uncommitted to the group, and sees little value in the group membership or in the task, may need to leave the group
Answer: True – CorrectAnswer
Q34: For a team to work well, it must devolve power
Answer: Wrong – FalseAnswer
Q35: Risk shifting is one of the advantages associated with group work
Answer: Wrong – FalseAnswer
Q36: At the norming stage of development of a team
Answer: people develop a pattern of relationships and begin to share goals.Answer
Q37: At a general staff meeting, Murray proposes a solution to a problem based on his prior experiences in a similar situation. What kind of role is Murray fulfilling
Answer: A task-related role.Answer
Q38: You act as the chairperson of a formal meeting held once a month. Throughout each meeting, Charlotte mutters to the person next to her. When it is time for Charlotte to deliver her sub-committee report, she makes an excuse for not having it ready. Ivan and Bo never say a word. What should you do
Answer: Employ confronting participation strategies for Charlotte and gatekeeping strategies for Ivan and Bo.Answer
Q39: Which of the following is an example of a dysfunctional role
Answer: A person trying to achieve personal goals at the expense of the group’s goals.Answer
Q40: Groupthink
Answer: prevents disagreement, constructive criticism, and a full assessment of activities.Answer
Q41: When team members agree on a solution or a position, we can say they have
Answer: reached consensus.Answer
Q42: Leaders who permit a group to take control of itself are
Answer: Laissez-faire.Answer
Q43: The four Cs of team performance are
Answer: Context, composition, competencies, and change.Answer
Q44: Ken, Nigel and Sue are team members. Management has enabled them to work together in a concentrated and flexible way because they are passionate about the completion of a particular project. The team, who are located in the same office, will probably disband at the completion of the task. What type of team is this
Answer: A hot group.Answer
Q45: A cross-functional team is
Answer: A team comprising experts in several specialities who come together to work on a task.Answer
Q46: A group that is not formally established by management is known as a
Answer: An informal group.Answer
Q47: Group decisions may fail because
Answer: The formal leader is not willing or able to accept decisions made by the group.Answer
Q48: The minutes are the written record of proceedings
Answer: True – CorrectAnswer
Q49: Seating arrangements can influence the quality of the interaction in meetings
Answer: True – CorrectAnswer
Q50: The agenda should be distributed as soon as members arrive for the meeting
Answer: Wrong – FalseAnswer
Q51: During the meeting, the chairperson acts as a ‘gatekeeper’ for discussion
Answer: True – CorrectAnswer
Q52: A committee that is created to consider a single issue is called an advisory committee
Answer: Wrong – FalseAnswer
Q53: An operational meeting is an example of a formal meeting
Answer: True – CorrectAnswer
Q54: In online meetings, 20 percent of a meeting should be spent on discussing information-only topics, and 80 percent on topics that require all-participant interaction (Kostner 2007)
Answer: True – CorrectAnswer
Q55: Groupthink can occur in a meeting when the group is particularly antagonistic toward one another
Answer: Wrong – FalseAnswer
Q56: Which of the following is not a role of the chairperson during a meeting
Answer: Keeping clear and accurate minutes.Answer
Q57: The problem of ‘meetings within meetings’ is most likely to occur when
Answer: there is a long rectangular seating arrangement.Answer
Q58: What is another term for a proposal for action put to the meeting by a member
Answer: A motionAnswer
Q59: Your staff club committee meets once a month. Their meetings can be attended by any member of the organisation and strictly follow Westminster procedure. These meetings are
Answer: formal.Answer
Q60: Which of the following is a form of meeting that occurs over the internet
Answer: AudioconferencingAnswer
Q61: A less structured meeting that is oriented towards decision making and problem solving is usually
Answer: informal.Answer
Q62: A committee that has been set up by two bodies to deal with matters of common interest is known as a
Answer: Joint committeeAnswer
Q63: Which of the following activities is the responsibility of members during a meeting
Answer: To prepare for the meeting and be aware of how to conduct themselves.Answer
Q64: At a recent meeting, the treasurer tabled an unfavourable review of the company’s budget and the possibility of staff retrenchments was raised. All members became understandably anxious. However, Ali suddenly began to tell jokes. What type of role did Ali adopt
Answer: A defensive role.Answer
Q65: Which of the following is not a communication barrier in a meeting scenario
Answer: Providing a script (agenda).Answer
Q66: How can a virtual meeting be made more personal
Answer: Seek input from reticent members.Answer
Allow time for introductions.
Seek input from participants prior to the meeting—All of these.
Q67: The ideal seating arrangement for a face-to-face meeting is
Answer: Circular or oval seating arrangement.Answer
Q68: Albrecht (1992) identifies the following levels of customer value: basic, expected, demanded and unanticipated
Answer: Wrong – FalseAnswer
Q69: A moment of truth relates to the customer’s first impressions of the company
Answer: True – CorrectAnswer
Q70: A customer is always right and all customer complaints are justified
Answer: Wrong – FalseAnswer
Q71: Organisations that focus on customer experience management focus on technology as a product to deliver service to their customers
Answer: Wrong – FalseAnswer
Q72: Customer service means meeting the needs and expectations of the customer as defined by the organisation
Answer: Wrong – FalseAnswer
Q73: Shaw (2007) believes organisations need to focus on the emotional and interpersonal dimensions of service experience rather than physical aspects of customer experience
Answer: True – CorrectAnswer
Q74: Automation of systems is the basis of effective implementation of customer experience management
Answer: Wrong – FalseAnswer
Q75: The lifetime value of a customer can be found by multiplying the average sales by the average number of times the customer returns
Answer: True – CorrectAnswer
Q76: If the customer’s complaint is unjustified, the provider can assume that the customer’s view of the organisation doesn’t need to be taken seriously
Answer: Wrong – FalseAnswer
Q77: The four levels of customer value are
Answer: basic, expected, desired and unanticipated.Answer
Q78: Which of the following is not one of the 10 steps in building a customer satisfaction model
Answer: Realising you need to reach 100% satisfaction.Answer
Q79: When an organisation wants to listen to the voice of the customer, it must
Answer: Capture the customer’s requirements.Answer
Conduct research.
Communicate with the customer—All of these.
Q80: Mavis has been shopping at your department store for the last 40 years because she has always valued the personalised service of sales staff. Due to economic pressures your company has downsized. Fewer staff are required to do more, and Mavis is complaining about the lack of service. What type of customer value is evident here
Answer: ExpectedAnswer
Q81: The PAIR approval strategy approach to problem solving involves
Answer: placation of the customer; attendance to the complaint; investigation of the complaint; and resolution of the complaint.Answer
Q82: Which of the following, according to Rosen (1997), plays the greatest role in prompting a customer to walk away from an organisation
Answer: The customer feels that the owner, manager, or an employee is indifferent towards them.Answer
Q83: Which of the following would not be evident in an organisation that focused on Customer Experience Management (CEM)
Answer: Focused on serving organisation’s specific business needs from an inside-out perspective.Answer
Q84: A B2C interaction is
Answer: A one-to-one customer interaction between two or more people.Answer
Q85: Consolidating disparate databases and systems is a specific feature of which customer relationship management (CRM)
Answer: An operational CRM.Answer
Q86: Which of the following statements is not true about customer retention and defection
Answer: Customer loyalty will drop by half if a customer encounters a problem.Answer
Q87: It is possible to apply all characteristics of two-way symmetrical public relations to all situations
Answer: Wrong – FalseAnswer
Q88: Providing feedback to management about the opinions and attitudes of the organisation’s publics is an example of a public relations objective
Answer: True – CorrectAnswer
Q89: A media release should be written in the style of a persuasive business letter
Answer: Wrong – FalseAnswer
Q90: Public relations practitioners are better able to handle a crisis in a low-transparency organisation than a high-transparency organisation
Answer: Wrong – FalseAnswer
Q91: Managing and being proactive on an issue is more effective than being defensive or ignoring an issue, and hoping it will go away
Answer: True – CorrectAnswer
Q92: Social media sites are an efficient way for an organisation to communicate with its stakeholders because they don’t need a lot of resources to support them
Answer: Wrong – FalseAnswer
Q93: Two-way asymmetrical communication allows organisations to become aware of potential problems or hostile attitudes before they turn into issues
Answer: Wrong – FalseAnswer
Q94: Two-way asymmetrical public relations uses research, listening, and dialogue to manage conflict and to cultivate relationships with both internal and external strategic publics more than one-way and symmetrical communication.’
Answer: Wrong – FalseAnswer
Q95: Your organisation is almost guaranteed of coverage if a member of your organisation is interviewed by media
Answer: True – CorrectAnswer
Q96: Which of the following is not a role of public relations
Answer: Maintain favourable opinions of an organisation.Answer
Q97: Individuals or groups who are affected by an organisation’s behaviour are referred to as
Answer: Stakeholders.Answer
Q98: Attracting media coverage is the primary aim of which communication model
Answer: Press agentry/publicity modelAnswer
Q99: A public relations issue is defined as
Answer: something longstanding or predictable that impacts on an industry or product category.Answer
Q100: Which of the following is not a step in the strategic management of public relations according to Hunt and Grunig (2004)
Answer: Create an advertising plan.Answer
