MCM301 Final Term Past Paper 2011

Fall 2011

Total 69 questions, 62 Mcq's

Q1. Almost every customer who makes a claim is emotionally involved therefore the indirect method is usually the best approach for a refusal. Discuss. (3)

Answer: When refusing a claim, avoid language that might have a negative impact on the reader. Instead, demonstrate that you understand and have considered the complaint. The, even if the claim is unreasonable, rationally explain why you are refusing request. Remember, don’t apologize and don’t rely on company policy. End the letter on a respectful and action-oriented note.

Q2. To make writing concrete one should include as much as specific info as possible. (3)

Answer: To make your writing concrete you should: a. Include as much specific information as possible. b. Use active rather than passive verbs. c. Use vivid, image-building words.

Q3. What steps are followed in planning a persuasive message? (3)

Answer: Planning Persuasive Message: Unlike routine positive messages, persuasive messages aim to influence audiences who are inclined to resist. Following are the steps followed in planning persuasive message:

1. Analyze your purpose
2. Analyze your audience a). Gauging audience needs. b). considering cultural differences
3. Establish your credibility
4. Strive for high ethical standards

Q4. What are the types of verbal feedback that could be anticipated by a presenter? (5)

Answer: Types of verbal feedback to anticipate. Recognizing that thinking and communication patterns differ, a presenter should be prepared for verbal feedback that ranges from conceptual to concrete. Visionary people (those who look at the "big picture") typically ask questions that are broad in scope, such as " What are the implications? Or " What are your 10-year projections?'' Detail-oriented people will focus on specifics and ask questions like, " How would this apply to assembly-line workers?" Or " How do your projections break down on a monthly basis per workstation?" Presenters who are inclined to be conceptual thinkers sometimes overlook preparing for detailed questions from others. Conversely, those who tend to think in concrete terms may neglect to anticipate questions of a broader nature. Both types concrete and conceptual should be considered.

Q5. Discuss the content component of order letters. (5)

Order letters:

Normally, order blanks or purchase orders are used when ordering merchandise by mail. However, when neither order blanks nor purchase orders are available, you can prepare an order letter. When placing an order, you need not excite your reader; just state your needs clearly and directly. Most orders refer to a product that the reader knows about, so these messages are usually processed without objection. Order letters are comprised of three distinct content components:

1. Pertinent information about the items being ordered;
2. Directions for shipping the merchandize, including desired receipt date (if appropriate) and the Desired shipping location (if different from your address); and the
3. Method of payment.

Q6. Discuss different types of memorandum reports. (5)

Following are the types of Memorandum Reports:

• Progress reports
• Periodic reports
• Justification reports
• Letter reports

Progress reports

The content of a progress report is determined by the familiarity of the report reader with the project.

Justification reports:

The justification report follows a direct or deductive plan, which means that the recommendations and conclusions are presented before the facts and findings. This plan is used because the most important section of justification reports typically is the recommendation.

Letter reports:

• Basic difference is their destination
• Are useful for presenting limited amount of information (1 to 4 pages & use a regular letter format)

Q7. Give an example of direct method of outlining the topic of effective business writing. (5)

The indirect request letter is used to request general information rather than answers to specific questions. The opening of an indirect request letter is less specific than the opening of a direct request letter. In the middle usually the request is made with some details and in the end again we close requesting some specific action and concluding cordially.

Q2. What is the advantages of writing a functional letter? (3 marks)

Solution:

The functional résumé

A functional resume emphasizes a list of skills and accomplishments, identifying employers and academic experience in subordinate sections. This approach has three advantages:

1. Without having to read through job descriptions, employers can see what you can do for them,
2. You can emphasize earlier job experience, and
3. You can de-emphasize any lack of career progress or lengthy unemployment.

Q3. What are the guidelines for the composition of the body of business message? (3 marks)

Solution:

Guidelines for the composition of the body of business message:

Develop the main idea with the scope of your message (its length and detail) in mind. Discuss main points and supporting evidence within the framework of the scope Adjust your message to fit the time and space available.

Q4. Discuss the role that appropriate pitch level in the effective oral communication? (5marks)

Solution:

Role that appropriate pitch level in the effective oral communication:

Pitch has a notable impact on how a presenter is perceived. In every species that makes audible sounds, the young have higher-pitched voices than do grown adults. Consequently, a highpitched voice is associated with immaturity. An excessively high-pitched voice is shrill and unpleasant to listen to for long. A person who speaks in a high-pitched voice will be taken more seriously if the pitch is lowered. An effective presenter uses pitch changes to indicate a change in the message. At the end of a sentence, dropping the pitch signifies a statement; raising the pitch signifies a question. For that reason, repeated lifts in pitch at the end of declarative statements create an impression of a speaker who is uncertain. Occasional and appropriate variations in pitch can be used to accentuate meaning. Rapid, frequent, and meaningless changes in pitch make it difficult for an audience to listen attentively, and may suggest that the speaker is highly emotional or frantic

Q5. When you must say no to a requested favor your use of direct or indirect approach depends on your relationship with the reader. Discuss? (5marks)

Solution:

When you must say no to a requested favor, your use of the direct or indirect approach depends on your relationship with the reader. For example, the principal of a local college asks your company to host graduation on your corporate grounds, but your sales meetings will be taking