All India Management Association (AIMA) 2007 M.B.A Marketing Management Managerial Effectiveness - I - exam paper

any way
(c) Point out the customer’s fault very directly so that such error-prone customers do not do business with you
again
(d) Instead of explaining the customer’s error, let the company take responsibility for the fault
(e) Hope that, the customer will realize his/her fault sooner or later.

45. Sometimes people listen because they want a few info from the speaker and sometimes they listen
because they enjoy what they’re hearing. When a person ss working, to determine whether the door bell is
ringing or not is an example of which of the subsequent kinds of listening approach?
(a) Discriminative listening
(b) Comprehensive listening
(c) Critical listening
(d) Active listening
(e) Empathic listening.

46. There are many kinds of communication barriers. For the purpose of analysis, they can be placed into four
categories: issues caused by the sender, issues in message transmission, issues in reception, issue in
receiver comprehension and perception. Bad connections, poor acoustics, and illegible copy are all examples of
(a) issues with feedback
(b) Physical distractions
(c) issues with background differences
(d) Overload issues
(e) Psychological barriers.

8
47. When choosing a specific channel or medium for conveying a message, it is important to be aware of the internal
communication network within which the message is conveyed. info flows in 4 ways through the
internal communication network. Which of the subsequent according to you is/are formal way(s) for channeling
info upward?
I. Filling up a feedback form.
II. Interviews with employees who are leaving the company.
III. Discussion with employees for resolving grievances.
IV. Management by wandering around.
(a) Only (I) above
(b) Both (II) and (IV) above
(c) (I), (II) and (III) above
(d) (I), (III) and (IV) above
(e)
All (I), (II), (III) and (IV) above.

48. Criticism does not have to foster conflict. Sometimes you have to make a critical remark about somebody. As a

Earning:   Approval pending.