PART A

1. A
2. D
3. D
4. D
5. C
6. C
7. B
8. A
9. A
10. A
11. C
12. A
13. C
14. C
15. B
16. B
17. A
18. C
19. B
20. C
PART B

Question 1

a) Communication is a two-way process of giving and receiving information through any

number of channels. Whether one is speaking informally to a colleague, addressing a conference or
meeting, writing a newsletter article or formal report, the following basic principles apply:

 Know your audience.

 Know your purpose.
 Know your topic.
 Anticipate objections.
 Present a rounded picture.
 Achieve credibility with your audience.
 Follow through on what you say.
 Communicate a little at a time.
 Present information in several ways.
 Develop a practical, useful way to get feedback.
 Use multiple communication techniques.

b) Communication that takes place at same levels of hierarchy in an organization is called lateral
communication, i.e., communication between peers, between managers at same levels or between any
horizontally equivalent organizational member. The advantages of horizontal communication are as
follows:

 It is time saving.
 It facilitates co-ordination of the task.
 It facilitates co-operation among team members.
 It provides emotional and social assistance to the organizational members.
c) Organizations can be divided into strategic, management, and operational levels and into four
major functional areas: sales and marketing, manufacturing and production, finance and accounting,
and human resources. Information systems serve each of these levels and functions.

Question 2

a) Communication process consists of some interrelated steps or parts through which messages
are sent form sender to receiver. The process of communication begins when the sender wants to
transmit a fact, idea, opinion or other information to the receiver and ends with receiver’s feedback to
the sender. The main components of communication process are sender, message, channel, receiver
and feedback

b) Thus, it is clear that communication process is the set of some sequential steps involved in
transferring message as well as feedback. The process requires a sender who transmits message
through a channel to the receiver. Then the receiver decodes the message and sends back some type of
signal or feedback.
Question 3

a)
 When thinking about speaking in public, I freeze up.
 My mouth becomes dry and my voice feels weak, just at the thought of speaking in public.
 The thought of speaking in public makes me feel emotionally distraught.
 I experience butterflies in my stomach at the thought of giving a public speech.
 The palms of my hands feel sweaty at the thought of giving a public speech.

b) Self-consciousness in front of large groups. This is probably the most

frequently named reason people feel performance anxiety while speaking.
It's very common for a speech coach to hear: "I'm fine talking to small
groups.
 Fear of appearing nervous. I'm not sure if this is what FDR meant when he said "We have
nothing to fear but fear itself." But you may fear that you'll look fearful. Then you may make
a leap of illogic and tell yourself that once the audience notices your nervousness, everyone
will realize you don't really know your topic.
 Concern that others are judging you. The tough love message concerning this fear of public
speaking, is that people really don't care about you. They're in the audience to get something
out of your lecture, presentation, speech, or talk. They sincerely would like their time to have
been well spent in coming here.
 Past failures. Public speaking anxiety is often learned behavior. You failed at some point in
an important or high-profile speaking situation, and the seed was planted.
 Poor or insufficient preparation. See #4 above. If you haven't done your homework (and
analyzed your audience), there's no reason you should succeed. If that's the case, you have no
one to blame but yourself. Nothing undermines public speaking confidence like being
unprepared. But conversely, nothing gives you more confidence than being ready.

c)
 Handling Your Anxiety
 Preparing Your Speech
 Figuring Out the Logistics of Your Speech
 Practicing Your Speech
 Taking Care of Yourself Before the Speech

Question 4

a) POSITIVE Messages Convey good feeling Letters of appreciation, thanks giving, expression
of interest, sympathy, etc.

NEGATIVE Messages Convey disappointment, disapproval, dissatisfaction Letters of

disapproval, disagreement, denial, refusal, job denials, cancellation, etc.

PERSUASIVE Messages Action demanding communication system, agreement with the

writer’s point of view Memoranda of Interests, Invitations, Brochures, etc.

b) NEGATIVE Message – An Example Dear Mrs. Ross, This is in response to the interview you
had with us last week. As our organization is looking for candidates who would be go-getters
and who would prefer overtime work, I regret to inform you that we may not accommodate
you at this point of time. After having seen your performance at the interview at our premises
and considering your expertise in the fields of your interests, I am confident that we may need
you in future. I would be glad then to intimate you about it. On behalf of the organization, I
thank you for the interest, time and effort you have invested with us. Regards, Sincerely
yours, Lovenia.
c) 1. Watch what you’re saying!

-The web provides users a certain degree of anonymity which makes people say things-mean
things that they wouldn’t usually say while having a conversation with someone. Also, abuses
are as unwelcome online as they are in the real world. The rule is, if you wouldn’t say
something in real life don’t say it online.

2. Don’t forget the Golden words

-Please, Thank you and Sorry are as important online as they are in real life. Use them as
often as necessary.

3. Exercise caution when speaking of Sex, Religion and Politics

-Being touchy topics for most people, you would want to think twice before you post
extremist views online or choose to disrepute someone else’s religion. Most people wouldn’t
take it lightly and you could end up in a big soup. Be respectful.

Question 5.

a) A business proposal is a written offer from a seller to a prospective buyer. Business proposals
are often a key step in the complex sales process—i.e., whenever a buyer considers more than
price in a purchase.

b) 1. Disciplined

These individuals are focused on making their businesses work, and eliminate any hindrances
or distractions to their goals. They have overarching strategies and outline the tactics to
accomplish them. Successful entrepreneurs are disciplined enough to take steps every day
toward the achievement of their objectives.

2. Confidence

The entrepreneur does not ask questions about whether they can succeed or whether they are
worthy of success. They are confident with the knowledge that they will make their
businesses succeed. They exude that confidence in everything they do.

3. Open Minded

Entrepreneurs realize that every event and situation is a business opportunity. Ideas are
constantly being generated about workflows and efficiency, people skills and potential new
businesses. They have the ability to look at everything around them and focus it toward their
goals.

4. Self Starter

Entrepreneurs know that if something needs to be done, they should start it themselves. They
set the parameters and make sure that projects follow that path. They are proactive, not
waiting for someone to give them permission.

5. Competitive

Many companies are formed because an entrepreneur knows that they can do a job better than
another. They need to win at the sports they play and need to win at the businesses that they
create. An entrepreneur will highlight their own company’s track record of success.
c) 1. Request for proposal (RFP)

RFPs provide detailed specifications of what the customer wants to buy and sometimes
include directions for preparing the proposal, as well as evaluation criteria the customer will
use to evaluate offers. Customers issue RFPs when their needs cannot be met with generally
available products or services. RFIs are issued to qualify the vendors who are interested in
providing service/products for specific requirements. Based on the response to RFI, detailed
RFP is issued to qualified vendors who the organization believes can provide desired services.
Proposals in response to RFPs are seldom less than 10 pages and sometimes reach 1,000's of
pages, without cost data.

2. Request for quotation (RFQ)

Customers issue RFQs when they want to buy large amounts of a commodity and price is not
the only issue—for example, when availability or delivering or service are considerations.
RFQs can be very detailed, so proposals written to RFQs can be lengthy but are generally
much shorter than an RFP-proposal. RFQ proposals consist primarily of cost data, with brief
narratives addressing customer issues, such as quality control.

3. Invitation for bid (IFB)

Customers issue IFBs when they are buying some service, such as construction. The
requirements are detailed, but the primary consideration is price. For example, a customer
provides architectural blueprints for contractors to bid on. These proposals can be lengthy but
most of the length comes from cost-estimating data and detailed schedules.

4. Request for information (RFI)

Sometimes before a customer issues an RFP or RFQ or IFB, the customer will issue a Request
for Information (RFI). The purpose of the RFI is to gain "marketing intelligence" about what
products, services, and vendors are available. RFIs are used to shape final RFPs, RFQs, and
IFBs, so potential vendors take great care in responding to these requests, hoping to shape the
eventual formal solicitation toward their products or services.