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Q1. Which of the options listed below IS NOT an example of Internal communication?
(1) The customer publishes her experience on her blog.
(2) The CEO of Exclusive Books meets with his manager.
(3) The restaurant manager speaks to the waiter about his behaviour.
(4) The waitrons draw up a memorandum stating their grievances.
Internal communication is the exchange of information and messages within an organization among its
members.
Q2. "Everyone in the group states ideas as they come to mind until a long list has been
compiled." This is ...
1. problem-solving
2. a meeting
3. brainstorming
4. democratic leadership
1. Problem-solving: Problem-solving is the process of identifying a challenge and
developing solutions to address it effectively.
2. A meeting: A meeting is a gathering of individuals to discuss and make decisions on
specific topics or issues.
3. Brainstorming: Brainstorming is a group activity where participants generate and
share ideas freely to solve a problem or explore new concepts.
4. Democratic leadership: Democratic leadership is a management style where leaders
involve team members in decision-making, ensuring everyone's input is considered.
,Q3. SCENARIO: Sipho IS a qualified CA. He has outdone himself when it came to
his education and his career. However, Sipho is someone who cannot take
Instructions; he feels he is superior to everyone. Based on the above scenario,
which barrier below is hindering Sipho to listen effectively?
1. Cultural barriers: Differences in cultural backgrounds that affect
communication, such as varying values, beliefs, and norms.
2. Internal noise: Psychological or emotional factors, like personal biases or
attitudes, that interfere with effective listening.
3. White noise: Background sounds or environmental noise that disrupts the
ability to hear or focus on communication.
4. External noise: Physical distractions or interruptions in the environment, such
as loud sounds or other people talking.
Q4. Select the relevant types of how one could "resolve conflict before It gets out of hand"
(1) Communication; flexibility
(2) Flexibility; research; win-lose
(3) Pro-action, openness; WIN-WIN
(4) Option (2) and (3)
Option (1) is correct because communication and flexibility are key strategies for preventing
conflict from escalating, while the other options include less effective or contradictory elements.
CBCI 501
2015
,Q5When one raises one's voice, one IS Indicating aggression through ... .
1. Paralanguage: How you say something (like tone and volume) that shows your
feelings. Raising your voice is an example.
2. Downward communication: Information flowing from higher-ups to lower-level
employees.
3. Upward communication: Information flowing from lower-level employees to higher-
ups.
4. Hierarchy: The organizational structure showing levels of authority
Q6: Raising taxes is wrong because people should keep their own money, and higher taxes
hurt businesses. Taxes should be low to encourage growth.
The above paragraph is an indication of which type of writing?
1. Informative: Provides facts or information without trying to persuade.
2. Persuasive: Aims to convince the reader of a particular viewpoint or action.
3. Believable: Focuses on making something seem credible or trustworthy, but not a
writing style.
4. Instructive: Gives directions or instructions on how to do something.
Q7: It is your first day at work, and your supervisor tells you to "Always keep your desk clear
of clutter."
Identify the sentence function used in this statement.
The answer is (1) Directive because the statement gives a clear instruction or command on
what to do. A directive provides specific guidance or orders, which is exactly what
the supervisor is doing by telling you to keep your desk clear of clutter.
, Q8: Which of the following methods would NOT result in the best set of standard operating
procedures (SOPs) for a busy factory?
(1) Ask the workers on the shop floor, who know the equipment well, to include
their knowledge and experience into the SOPs.
(2) Regularly review the SOPs as they develop through practice, changing those
that do not work and adding ones that do.
(3) Establish strict SOPs right from the start and punish staff members who deviate
from them.
(4) Research the best way to maintain parts and operate the equipment well and
write what you learn into the SOPs.
Explanation: Establishing strict SOPs without flexibility and punishing staff for deviations is
counterproductive. It doesn’t allow for adjustments based on practical experience
and feedback, which are essential for developing effective SOPs.
SCENARIO: Senior Management of Kismet Motors calls for a full staff meeting. They decide
to inform all employees by sending an email with the date, time, place, and reason
for the meeting. Each employee can reply via email to accept the meeting date and
time and indicate their presence.
Q9: What type of internal organizational communication flow is evident in the
scenario?
(1) Horizontal and upward communication
(2) Downward and horizontal communication
(3) Downward and upward communication
(4) Lateral and upward communication
Explanation:
• Downward communication: Senior Management informs employees about the
meeting.
• Upward communication: Employees reply to management to confirm their
attendance.
Horizontal communication refers to communication between peers or colleagues at the
same level within an organization.
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