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Q2: Choose the right answer: 5

1. ------------------------ means nearness, in terms of physical space.

a. Proximity
b. Decoder
c. Feedback

2. An exchange of information within an organization is called


a. non-verbal
b. internal
c. verbal

3. The oral communication brings back immediate ----------------------.

a. response
b. reflection
c. feedback

4. ---------------------------are objects used to convey nonverbal messages about self-

concept, image, mood, feeling or style.

a. Artifacts
b. Closed mind
c. Barriers

5. Conclusions made by reasoning from evidence are called -----------------.

a. references
b. abstracts
c. inferences

Q3- Choose the correct answers: (5)

(1)The letters that are used to send the same information to a number of people are
known as;
1- Circular
2- Solicited letters
3- Credit letters
(2) Memos in an organization are used for internal communication and are usually;
1- Informal reports
2- Formal reports
3- Periodic reports

(3) In Business communication an alphabetical list of subjects, names and places is

known as;
1- Glossary
2- Index

(4) When commodities are sold directly to the consumers in a market, it is called;
1- Retail market
2- Whole sale market
3-Stock exchange market

(5) The speech that is made on the spur of the moment is called;
1- Well prepared speech
2- Extempore speech
3-Speech without preparation
Q1- Choose the correct answer. (10)

1- An order letter should be

• vague and ambiguous
• simple and direct
• long and complex

2- When a company writes a claim letter, the basic purpose is

• to penalize the company
• to inform the company
• to complaint against the company

3- Buffer paragraph contains a bad news but it brings the reader

• into negative frame of mind
• into positive frame of mind
• have no effect on the reader

4- An important principle of business letters is to use

• derogatory language
• polite language
• rude language

5- The central selling point in a company contains information, which will

• evade the buyer
• convince the buyer
• create awareness about the new product

6- Collection letters are written when a company fails to pay the bills, in order to get
the money back, collection letters are sent and they should be
• coercive
• cogent and convincing
• impolite and demanding

7- Collection letters are sent in a series, the gap should be of

• twenty days
• ten days
• two days

8- Writing unsolicited letters require

• exceptional writing skills
• high flown language, which can mislead the reader
• simple writing with no experience

9- A company writes solicited letters to a customer in order to

• get back the money
• give the information about the product required by the customer
• project the image of the company

10- While writing letters refusing adjustment, the purpose is to make the customer
believe that his request is
• taken into account but requires further elaboration
• unacceptable and state it in a blatant way
• accepted

1-__________ refers to messages sent over computer and includes everything.

• Voice- mail
• E-mail
• Faxes
• Groupware

2- Each e-mail system uses a _________ that describes the structure of the message.
• Subject
• Text
• Protocol
• None of the above

3- ___________ is a large group of computer networks connecting individuals and

groups to services and information.
• E-mail
• Teleconferences
• Internet
• Mail box

4- _________ allows a supervisor to manage the workflow of a department in computer.

• Internet
• Voicemail
• Groupware
• CD- Rom

5- People write _________ letters that are for information when they want to know more
about a product or services.
• Inquiry
• Order
• Friendly
• Personal