Balbharti Maharashtra State Board Class 11 Secretarial Practice Important Questions Chapter 9 Business Communication Skills of a Secretary Important Questions and Answers.
Maharashtra State Board 11th Secretarial Practice Important Questions Chapter 9 Business Communication Skills of a Secretary
1A. Select the correct answer from the options given below and rewrite the statements.
Question 1.
Lay out of a letter means ____________
(a) physical appearance
(b) arrangement of its parts
(c) body
Answer:
(b) arrangement of its parts
Question 2.
Written communication is called ____________
(a) compliments
(b) consideration
(c) correspondence
Answer:
(c) correspondence
Question 3.
Communication that takes place internally between various departments of an organization ____________
(a) external communication
(b) internal communication
(c) verbal communication
Answer:
(b) internal communication
Question 4.
Communication that takes place between business organization and outsiders like bank, suppliers, creditors, etc ____________
(a) internal communication
(b) external communication
(c) verbal communication
Answer:
(b) external communication
Question 5.
Communication conveying message in spoken form is called ____________
(a) Non-verbal communication
(b) Verbal communication
(c) Internal communication
Answer:
(b) Verbal communication
Question 6.
Facial expression is a form of ____________ communication.
(a) Verbal communication
(b) Non-verbal communication
(c) Internal communication
Answer:
(b) Non-verbal communication
Question 7.
Information or ideas in written form is ____________
(a) oral communication
(b) written communication
(c) body language
Answer:
(b) written communication
Question 8.
A website for publishing informal online articles is called ____________
(a) blog
(b) cellular phone
(c) video conferencing
Answer:
(a) blog
Question 9.
Two-way personalised webscam based communication is called as ____________
(a) website
(b) blog
(c) video conferencing
Answer:
(c) video conferencing
Question 10.
____________ is a skill of being able to understand the feelings of another person.
(a) Empathy
(b) Sympathy
(c) Body language
Answer:
(a) Empathy
Question 11.
A ____________ introduces the firm.
(a) inside
(b) address, heading
(c) reference number
Answer:
(b) address, heading
Question 12.
Language of business letter should be ____________
(a) simple
(b) hard
(c) flowery
Answer:
(a) simple
1B. Match the pairs.
Question 1.
| Group ‘A’ | Group ‘B’ |
| (a) Correspondence | (1) Greeting to the recipient of the letter |
| (b) Salutation | (2) Message not included in the body of the letter |
| (c) Postscript | (3) Non-verbal communication |
| (d) Hand gestures | (4) Introduction of the sender |
| (e) Conciseness | (5) Written communication |
| (6) Inside address | |
| (7) Brief matter | |
| (8) Other documents attached | |
| (9) Verbal communication | |
| (10) Heading |
Answer:
| Group ‘A’ | Group ‘B’ |
| (a) Correspondence | (5) Written communication |
| (b) Salutation | (1) Greeting to the recipient of the letter |
| (c) Postscript | (2) Message not included in the body of the letter |
| (d) Hand gestures | (3) Non-verbal communication |
| (e) Conciseness | (7) Brief matter |
1C. Write a word or a term or a phrase that can substitute each of the following statements.
Question 1.
Branch of general communication concerned with business activities.
Answer:
Business communication
Question 2.
Communication that takes place internally between departments.
Answer:
Internal communication
Question 3.
Communication that takes place between organization and outsider.
Answer:
External communication
Question 4.
An electronic mail sending messages using electronic devices through the internet.
Answer:
E-mail
Question 5.
A website for publishing informal articles.
Answer:
Blog
Question 6.
Online interactive groups using advanced mobile and web-based technologies.
Answer:
Social media network
Question 7.
The gesture of a dancer.
Answer:
Non-verbal communication
Question 8.
Skill to understand and share the feelings of another person.
Answer:
Empathy
Question 9.
The name and address of the letter writer.
Answer:
Heading
Question 10.
A matter wrote after completing the letter.
Answer:
Postscript
Question 11.
Copies were sent along with the letter.
Answer:
Enclosure
Question 12.
The final part of the letter.
Answer:
Signature
1D. State whether the following statements are True or False.
Question 1.
A report is a systematic presentation of facts, figures, and conclusions about a topic.
Answer:
True
Question 2.
A notice is a written summary of transactions conducted at the meeting.
Answer:
False
Question 3.
Minutes give precise information regarding an important event that is about to take place.
Answer:
False
Question 4.
Letterhead includes the name and address of the sender.
Answer:
True
Question 5.
A letter written in a logical sequence is coherence.
Answer:
True
Question 6.
“You’ attitude means writing the word you many times in a letter.
Answer:
False
Question 7.
Harsh and rude words should be avoided in a letter.
Answer:
True
Question 8.
Minimum words should be used in a letter.
Answer:
True
Question 9.
The additional information written after the letter is completed is Postscript.
Answer:
True
Question 10.
The letter sent to other people at the same time is ‘Carbon Copy Notation’.
Answer:
True
Question 11.
Salutation includes documents, cheques, etc. attached with the letter.
Answer:
False
Question 12.
A complimentary close is written below the body of the letter in a polite manner.
Answer:
True
1E. Find the odd one.
Question 1.
Twitter, Youtube, Facebook, Written communication
Answer:
Written communication
Question 2.
E-mail, website, blog, completeness
Answer:
Completeness
Question 3.
Notice, Reports, Minutes, Non-verbal communication
Answer:
Non-verbal communication
Question 4.
Coherence, Consideration, Cheerfulness, Margin
Answer:
Margin
1F. Complete the sentences.
Question 1.
The process of communication conveying a message in spoken form is called as ____________
Answer:
verbal communication
Question 2.
Communication which is neither written or spoken is known as ____________
Answer:
Non-verbal communication
Question 3.
The participants are able to see and hear each other and also display visual data models etc. under ____________
Answer:
video conferencing
Question 4.
Communication that involves hearing and understanding what a person says to you is ____________
Answer:
active listening
Question 5.
Proper arrangement of various parts of the letter is called as ____________
Answer:
layout
Question 6.
The number written on the left-hand side below the heading to give a quick reference to the matter concerned is called ____________
Answer:
Reference Number
Question 7.
The reader gets the idea of the matter of the letter without reading the letter completely by reading ____________
Answer:
Subject
1G. Select the correct option from the bracket.
Question 1.
| Group ‘A’ | Group ‘B’ |
| (1) Written summary | ………………………. |
| (2) Spirit of hopeness | ……………………….. |
| (3) Logical sequence | ………………………. |
| (4) ………………………. | Your’s faithfully |
(Coherence, Minutes, Cheerfulness, Complimentary close)
Answer:
| Group ‘A’ | Group ‘B’ |
| (1) Written summary | Minutes |
| (2) Spirit of hopeness | Cheerfulness |
| (3) Logical sequence | Coherence |
| (4) Your’s faithfully | Your’s faithfully |
1H. Answer in one sentence.
Question 1.
Name the Electronic device in which mails can be sent.
Answer:
Mails can be through E-mail (Internet).
Question 2.
Name the device that provides a short message service.
Answer:
Mobile/Cellular phone provides short message service.
Question 3.
What is the final part of the letter called?
Answer:
The final part of the letter is called ‘Signature’.
1I. Correct the underlined word and rewrite the following sentences.
Question 1.
Written communication includes body language, facial expression, etc.
Answer:
Non Verbal communication includes body language, facial expression, etc.
Question 2.
Internal communication takes place between business organizations and outsiders.
Answer:
External communication takes place between business organizations and outsiders.
Question 3.
Coherence is also called the use of ‘You attitude’.
Answer:
Consideration is also called the use of ‘You attitude’.
Question 4.
A written summary of a business transacted at the meeting is called Notice.
Answer:
A written summary of a business transacted at the meeting is called Minutes.
Question 5.
Oral Communication is a permanent record.
Answer:
Written Communication is a permanent record.
Question 6.
The skill of understanding the feelings of another person is called Sympathy.
Answer:
The skill of understanding the feelings of another person is called Empathy.
Question 7.
A letter without clarity is invalid.
Answer:
A letter without a signature is invalid.
2. Explain the following terms/concepts.
Question 1.
Non-Verbal Communication
Answer:
- Communication that does not involve written or spoken words is called non-verbal communication.
- It takes place by using body language, facial expression, eye contact, silence, symbols, signs, gestures, etc.
Question 2.
Notice
Answer:
- It is an intimation by the company to the concerned persons or members or directors about the day, date, time, place, and business to a transacted at the meeting.
- It is to be sent to all the concerned persons through registered post.
- It should also include the agenda which is going to be discussed at the meeting.
3. Answer in brief.
Question 1.
Explain any four modes of Electronic devices.
Answer:
Modes of electronic device:
(a) E-mail:
It means sending messages through the internet. An E-mail has made businesses come closer to their customers. It also saves time for writing letters, posting a letter, etc.
(b) Websites:
It is a set of interconnected web pages which are located on a single web. It contains the information provided by the owner of the website. It can be accessed through the internet or through a private local area network. Each website has a unique internet address called “Uniform Resource Locator”(URL).
(c) Social media network:
It is a very popular online interactive group created by using mobile and web-based technologies. It helps the business organization to interact with the consumers and communicate about their products and services.
(d) Video-conferencing:
It can be done through computers by providing a video link between two or more people. The participants can see and hear each other while communicating and can also display visual data also.
4. Justify the following statements.
Question 1.
The letterhead introduces the firm.
Answer:
- The letterhead (or the head address) consists of the name of the company sending out the letter, its registered address, its emblem or logo, telephone number, fax number, telegraphic address, telex number, website, and e-mail address, and same times a brief line describing the nature of business of the company.
- The letterhead is usually printed at the top center of the page.
- When the addressee of the letter receives the letter, his attention first goes to the letterhead.
- On seeing the letterhead, he knows about the sender’s firm.
- The layout of the letterhead, it’s printing, and its style help to create an image of the company.
- An attractive letterhead creates a good impression.
- The letterhead speaks a lot of the sender’s organization.
- Thus, the letterhead introduces the firm.
Question 2.
Postscript should not be used in business letters.
Answer:
- Postscript means ‘written afterward’. It is like a footnote added to the letter.
- It means additional matter not written in the main body of the letter but added after completing the letter.
- It is necessary if some information is received late and is required to be conveyed along with the original letter.
- To have a postscript in the letter is not a good practice and hence should be avoided.
- It indicates the possible carelessness of the writer.
- It should be used only for communicating an urgent message.
- Thus, postscript should not be used in business letters.
Question 3.
Courtesy is one of the requisites of a good business letter.
Answer:
- Every business letter must be courteously worded.
- The language used should be polite, pleasing, and convincing.
- Courtesy and polite tone are possible by using terms like ‘please’, ‘thank you, ‘very kind of you’ etc.
- It is specifically necessary for letters sent to the employees.
- It includes polite manners, kindness, and consideration for others.
- A courteous letter builds goodwill for the organization.
- Lack of courtesy may prove to be costly and troublesome to a business unit.
- A business letter and serves as a ‘silent salesman’ or ‘silent ambassador’ only when it is courteous in meaning and language.
- Courtesy facilitates the expansion of business activities.
- Thus, courtesy is one of the requisites of a good business letter.
Question 4.
A business letter is a silent salesman.
Answer:
- In modern times, the scale of the business has increased to such an extent that direct and personal dealing with the customers is difficult except in case of retail trade.
- Correspondence is, thus, necessary to widen the boundaries of markets and expand the scale of business.
- Effectively drafted and neatly typed letters play the role of a salesman in creating and expanding the market for goods and services.
- When letters are courteous it creates a good impression.
- Letters convince the prospects of the novelty, specialty, and utility of the products and induce them to place orders.
- Thus, a business letter is a silent salesman.
Question 5.
A letter without a date is incomplete.
Answer:
- The date is an important part of a business letter.
- The date includes the day, month, and year on which the letter is sent to the addressee.
- The reference of data is useful for the fulfillment of business transactions on a particular date.
- A letter with a date can serve as evidence in a court of law.
- The date on the letter facilitates quick reference to old letters and filing of letters in chronological order.
- A letter without a date is incomplete and legally invalid. It is like a body without ahead.
- Thus, a letter without a date is incomplete.
Question 6.
The margin on all sides is a waste of paper.
Answer:
- In order to make a letter appear systematic and attractive, it is better to maintain margins on both sides of the letter.
- Proper margin makes the letter attractive.
- Proper margin must be kept on the left-hand side and right-hand side.
- Proper space must be left at the bottom of the letter.
- Thus, the margin on all sides is a waste of paper.
Question 7.
The signature provides legal value to the letter.
Answer:
- It usually consists of the name of the writer, his official designation, if any, and the department he is concerned with.
- It is placed directly below the complimentary close.
- The signature must be handwritten in ink and placed two or three line spaces below the complimentary close.
- Business letters, today, carry the typed name and also the designation of the signatory below the signature.
- This helps the reader to identify the person by his name and his official position in the company.
- A letter without a date is invalid, likewise, a letter without a signature is also invalid.
- The unsigned letter has no significance.
- Thus, a signature provides legal value to the letter.
5. Answer the following questions.
Question 1.
Explain the physical appearance of a letter.
Answer:
‘Physical appearance’ simply means ‘The look’ of the letter. How it should appear or present itself to the receiver of the letter, what impression should it create? All these depend on the ‘Look’ or ‘Outer appearance’ of the letter. Therefore to make the letter look attractive, attention should be given to the following points.
(a) Paper:
A paper of superior quality should be used. The high cost of such paper is a sort of investment and not an expenditure. A paper of good quality always creates a good impression. Proper colour of the paper must be selected (generally white colour). A quality paper is useful to keep records for long period.
(b) Typing:
The typed letters are more attractive and legible than handwritten letters. However, the typing must be neat, accurate, and clean. Spelling must be checked for its correctness. Electronic typewriters or computers with printers must be used.
(c) Margin:
The proper margin on both sides gives the letter a presentable appearance. The size of the margin depends upon the size of the paper. It is also necessary to leave space at the bottom of the letter.
(d) Spacing:
Proper and enough space between the lines should be left. Spacing should be uniform. Proper spacing between the paragraphs increases the attractiveness of letter writing.
(e) Letterhead:
The design of the letterhead should be simple but attractive and impressive. It should include all necessary details like address, telephone number, E-mail, Fax No. etc. The letterhead has advertising value. It introduces the sender to the receiver of the letter.
(f) Folding:
Though the folding of a letter is a simple matter but not an unimportant one. Folds should be minimum. The number of folds depends on the size of paper used for writing a letter and the size of the envelope used for sending it.
(g) Envelope:
The envelope used for sending a letter should be of the proper size, color, and quality. A right-sized envelope should be used. In simple words, the envelope should neither be too small nor too big. If a window envelope is used, to save time and labour then the letter must be folded in such a way that the inside address shall appear exactly on the window (of the envelope).
It Must Be Noted That – “There Are No Exact Rules for Physical Appearance of A Business Letter. It Depends on Circumstances.”