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    3 views12 pages

    Com 3210

    Uploaded by

    natlyh
    BC

    Copyright:

    © All Rights Reserved
    Download as PDF or read online from Scribd
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    of 12
    International University aK FINAL Examination Peper (COVER PAGE) Session Aust 2013 Progra Bachelor of Accountancy (Hons) a Course (€OM3210; Business Communiction Date of Examination (6 December 2013 Time 0900 = 1110 __ Reading Time + _10 minutes Diaton hours 10 minutes Special Instructions “This paper consists of THREE (8) sections. Answer SECTION A in the OMR sheet provided, ‘SECTION B and SECTION C inthe answer Booklet provided IMPORTANT NOTE: THIS PAPER MUST NOT BE TAKEN OUT FROM THE, BXAMINATION HALL ‘Materials pernitied Nil Materials provided _ OME sheet, Examine(s) [Nur Hidayatul Alama Safian Moderator + Caroline Wood ‘This paper consists of H printed pages including the cover page. ‘COMS210 (F)/Page 1 of 10 INTIINTERNATIONAL UNIVERSITY BACHELOR OF ACCOUNTANCY (HONS) PROGRAMME ‘CoMs210: BUSINESS COMMUNICATION FINAL EXAMINATION: AUGUST 2013 SESSION ‘This paper consists of THREE @) sections. Answer ALL. questions in SECTION A in the OMR sheet provided, Answer any TWO (2) questions ftom SECTION B snd TWO (2) questions (Question 1 is COMPULSORY) in SECTION C, inthe answer booklet provide, SECTION A: MULTIPLE CHOICE QUESTION (30 marks) ‘Answer ALL questions in the OMR shest provided |. What typeof document is used most frequently for intemal commmnication in business? (A) Memos (B) Sales eter (©) Report (D) Leters (8) Proposal 2. Which business messages are the most straightforward? (A) Persuasive messages (B) Bad news messges. (©) Routine, good news, and goodwill messages (D)_Anary messages (E) Sales messages 3 W statement is FALSE about thank-you messages? (A) Insoctal and business siuations, your thank-you notes must be handriten (B) They use the deductive sequence, (©) Begin the message with a statement of thes. (D) They should est your sincere felings of gratitude. (©) Thank the receiver only ater presenting the explana COM3210 (F)/Page20F 10 4. Which statement is FALSE concctning memoranduns? (AYA memo needs no retum address, inside address, salutation, or complimentary closing. (8) Graphics are inaproprate to be used in mernoranduns. (©)Alphabetize thelist of names when sending memo to lang ist of people. (D)Tabulaton, enumeration, and headings are useful tools 1 make information easier to comprehend. (©) Memos are sometines used to communicate with pates ouside the organisation ‘5. What kind of closing shoulda bad-news message use? (A) A coma closing (B) An apologetic cosing (©) Aber closing, (D) A negative easing (8) Anemotinal ching 6. What kind of communication channel is better for making acai? (8) A phone cal (B) A personal visitio the organization. (© A report. (D) Aleter. © A memo, 7. What can help readetspreseive ther pride when they read bad news messages affecting thom? (A) The knowledge thatthe deliverer ofthe bad-nows message i not personally responsible forthe bad news, (B)_Anexplaniton ofthe bad news. (©) The thougt thatthe reader i not responsible forthe bad news, (D) A firm and fuirdecision, (©) A respecfl and audience-centerd tone, 8. Downward communication —_ (A)includes orientation toa company's rales, practices, procedures, history, and gon (B)involves lower-level employees tellin the superior ‘what they think the superior wants to heat (© frequent involves sk to an employee (Dis primary feedback to request and actions of supervisors (©) spar of the informal Grapevine 10. 2, n ‘COMS210 (F)/Page3 of 10 ‘When denying a customers clam, what should be demonstrated to that customer? (A) Demonstrate thatthe custome is vsponsible for the problem. (B) Demonstrate ht the communicator apologetic about denying the claim. (©) The eommunieaor shuld mention tha is company policy to deny such esis. (D) Emphasize that is not necessary forthe company Co explain the reasons for denial (©) Demonsteate that the customer's claim has been duly considered and there is logical reason for denying i ‘Whats jargon? (A) A collection of netaporiefigurative txms and phrases that have become (00 common sd yon at tobe efetive any more. (2) argon indicates stone words. (©) argon refers to terms that are used ina special fed and would not be ‘understood by people outside that Fld (©) Jargon is another name for sang, (8) None ofthe above ow can business messages be more effective? (A) By being busness-centered and using impressive wording. {(B) By taking a specific pointof-view and using collaboration. {(C) BY taking a stand that favours the company. {D) By demonstrating thatthe writer worked hard onthe message, (©) By being purposeful, andience-centeed, and concise, ‘A primary purpose of using « combination of chronological and functional résumé fenmat is that (A) _ education wil precede the work experience section (2) this format provides quick assrance that education and experience requirements have been met while emphasizing qualifications under othe headings (C) the same healings typically are used by most people (D) the potential empoyer recognizes the lack of importance of headings (©) _itistess complicating than other formats Ina ter denying acai, (A) the statement ofteisa is emphasized (@) the statement ofteisa is de-emphasize, (© the reasons fllw the refusal (©) the final seatencs repeats the refusal (©) the utter is not needed, CON3210 (F)/ Page 4oF 10 14. What is @ good ay to stimulate your audience's intrest and desire to vespond Dostively to your persuasive ela request? (A) Remind them tat their reputation wil be in jeopatdy if hey don't grant your elim, (B) Reveal the consequences of other businesses that did not grant thee eustomecs! lain, (©) Make your complaint emotionally hard-hitting so thatthe grant your cain (D) Threaten them tat you may not consider future business dealings with them ithe claim is nt grated (8) Appeal to thet sense of goodwill and give them some postive reasons to grant your claim, nee is persunded 19 15, What techniques ean make a message ease o ski’? (A) Printing on white paper and writing short messages. (B) Using longer paragraphs and sentences of sinilar length in each paragraph, (©) Using bullets and lists, headings and subheadings, shorter’ paragraphs, and sentences of various engi in ech paragraph (©) Using tables and pictures. (E) Using the indented format in leurs 16, What ae the three main categories of communication in business? 1. Persoral communication Il, Extera-operational communication IL, Intemal-opeational communicstion IV. _Exter-interal communication V._Interdepartmental eammunicaion (A) bt and (@) Lik andav © With andy (©) Lr andV ©) Und v COM3210 ()/ Page Sof 10 17, The following are examples of extersal-operational communication except (9) sales (8) telemarketing (©) adveatisements (D) writen messages (©) socializing ater work 18. For writing to be clear, it must be (othe reader. (A)interesting @)subjective (Chinclusive O)sensiive (hadapted 19. Which of the following words or phrases show a lack ofsensiity to readers through biased language? (A). Chaiperson (B) Business exceuive © Policeman (©) Fire fighter (©) Mail carer 20, With respect to paragraph design, which ofthe folowing wll NOT contibute towards lear communication? (A) Give the paragnps unity (B) Keep the partgmps shor. (©) Use atopic sentence. (D) Include as many detis as possible, (©) Give the paragraphs movement 21, Which of the folloving descriptions shouldbe omitted from persona infomation on résne? (ADHeight, weight, and date oF beth (8) Willingness o relocate (Chinterests and hobsies. (D)Volunary commanity service. (©) Accomplishments, COMI210 (F/ Page 6 of 10 22, A functional rsuné (A)uses “Education and ‘Experience’ as major headings (B)pesents headings in alphabetical order {(C)should not be used if the education and experience is scant bat the qualifications ae good (0) uses perforce abilities or ait (follows thetreitional format ashendings 23, When wating apologies, you should (apbe sincere, diet, and brief (Byemphasise yar mistakes to show your sincerity {(Chemplay the indirect approach {D)always handnrite the message ()vividly desea your mistakes 24, To soften the impact ofa statement that gives bad news, : (Apimply the refusal by an indirect statement (B)postion the arategic negative word a the beginning or end of the sentence (Chase ative veice (D)vrtea short simple sentence rther than long, complex one (use the writer-centred approach io establish goodwill 25, The bes api a illstratethe performance af a stock option in the stock market is (A) line graph (B) bar chart (© table (@) pie chart, @®) pietogram 26, What do analytes rports typically present? (A) Solutions of problems often with recommendations fr sstons (B) Stoightor ard information, (©) Reports ofeperations (D) Bogota annual report (©) ‘The finaeal satus oF company. COMB210 (F)/ Page 7 of 10 27. Which ofthe fl owing is considered inappropriate netiquett? (A) Respond email within 24 hours. (8) US. Copyright Laws cover texs or grapies found on the Intsne; therefore, you ‘may not dstute them without permission, (©) Send shor, iret messages that ypically would be sent through printed memos. {(D) Because e-mail messages do not eontain non-verbal communication, donot send ‘messages that provoke a stg emotional response, (6) Abbreviations such as BCNU and DIY help to save space in business emails, 28, The following asthe contents ofa proposal except (A) writer’ purpose of writing the proposal (8) plan description, (©) fecammendatons (D) particulars suchas time, schedule, cost and 0 on @) concluding comments, 29, What method is test fr the delivery ofa presentation? (A) Reading fom papers. {B) Speaking wit the help of outlines or nots. (©) Memorizing he presentation, (D) Taping the presentation an playing the tape, (©) Reading from slides. 30. Whats another néme for synopsis? (A) Transmit message (B) Abstract (© Preface. (D) Foreword © Index. COM210 (F) Page 8 of 1 SECTION B: Short answer questions, 20 marks) ‘Answer any TWO (2) questions inthe answer booklet provided, ach question carries 10 marks. Question 1 Exphin the FOUR (4) goals of business communication, (10 marks) Question 2 ‘Within «business, communication flows in different directions. Explain each direction using relevant examples, (mks) Question 3 Explain the general plan oofsew request made by customers. (mais) Question 4 Explain he general plan ofan enquiry eter. (10 mais) COMI210 (F)/ Page 9 of 10 SECTION C: LETTER WRITING (50 marks) ‘This section consists of THREE (3) questions, Answer 2 questions ‘Question 1 is compulsory (30 marks). Choose either Question 2 or 3 (20 marks) Answer all questions in the ausver booklet provided (QUESTION 1: REI PORT WRITING (20 marks) Infinity Trading is a mutinational manufacturing company. This company is inthe midst of improving its image due to poor feedback recived fiom their lens. In end overcame tis issue, the Manager has instricted you to conduct a survey an the Ethical Business practices, A question is sent to employees asking them (orate selected aspects of their behaviour as ‘Never, Rarely, Sometimes, rd Often, ‘As the Head of Human Resource Department, you need to analyse the results given below and to ie a report to. your Manger. In your report, you must include the findings from your vestigation and include appropriate recommendations fr improvement, Your report should be about 250 words Newer Rarely Sometimes, Often 1. Tacen money frm the company 2002 «tt 2. Made long-distance calls an business phones 20 080 3. Taken supplies for personal use 2 = «40 280 4, Given false reasons for missing work 7m 2% 20 0 5. Used unethical behaviour‘ make a sale 202 me 6. Submited false expenses for travel 1802010030 7. Stayed pas break lunch periods bo 1a 5 Used equipment for persoual projects 90 37830 COM3210 F}/Page 10 0F 10 QUESTION 2: LETTER WRITING (20 mars) ‘The Dustice Co. produces 1300 units of vacuum cleaners every month with seial numbers ‘faced to them and stores hem serially in a warchouse. Once a month, an inspector conducts a ‘quality contol check on 559 of the units. When he cerifis the units tobe of aceptable quality, they willbe released forsale. As the Manager, however, you are not happy with such quality contol, because very often, many ofthe nits sold ae returned by eustomers fr various types of tetets You fal to understend why such cases tl exist even afer the inspection. ‘You are requied {0 wite a eter to the Head of Quality Control Division to express your ‘once on this issue, You ae required t include other necessary deals and your letter should be about 280 words. oR (QUESTION 3: MEMO/MAIL, eo. hs) Wirte a memofemail fiom Dr. Pfennig (the Vice-Chancellor of Excellent College) to all Excellent College stents explaining the new dress code that will be enforced starting withthe 2014-2015 school year. You have decided to implement the new dress cae as you noted some Jssues related to the previo. dress code ‘Therefore, you must formulate a new dhess code for your students. Make sure you include reasonable explanation fr the new dress code procedures, You need to be specific and be creative, but also be appropriate You are requted to include other necessary details. Your ‘nemoemmll shouldbe abou 250 words

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