Chapter 9 Business Communication Skills of a Secretary Solutions

Group ‘A’

Group ‘B’

(a) Twitter

(4) Social Media

(b) Consideration

(7) ‘You’ attitude

(c) Active listening

(1) Hearing and understanding

(d) Body language

(5) Non-verbal communication

(e) Courtesy

(10) Politeness

1C. Write a word or a term or a phrase that can substitute each of the following statements.

1D. State whether the following statements are True or False.

1E. Find the odd one.

1F. Complete the sentences.

1G. Select the correct option from the bracket.

Group ‘A’

Group ‘B’

(1) You Attitude

…………………………

(2) Conciseness

………………………..

(3) ………………….

Complete information

(4) …………………

Polite language

Group ‘A’

Group ‘B’

(1) You Attitude

Consideration

(2) Conciseness

Minimum words

(3) Completeness

Complete Information

(4) Courtesy

Polite language

1H. Answer in one sentence.

1I. Correct the underlined word and rewrite the following sentences.

1J. Arrange in proper order.

2. Explain the following terms/concepts.

3. Study the following case/situation and express your opinion.

1. Mr. Rahul is the secretary who has been asked by the Managing Director to inform a director about a decision taken in a board meeting in which he was absent. Which aspect of essentials of a good business letter he follows:
(Clarity, conciseness, coherence, courtesy, completeness, correctness)

Question (a).
When he is giving the required information in a very short and brief manner?
Answer:
Clarity and conciseness

Question (b).
When he is using courteous words so as to be polite?
Answer:
Courtesy

Question (c).
When he is giving the entire information about the meeting in a proper manner?
Answer:
Coherence, completeness, and correctness.

4. Answer in brief.

The following are the essentials skills for effective communication:
(a) Listening:

(b) Body language:

(c) Clear and concise:

(d) Confident:

A business letter should possess the following qualities:
(a) Clarity:

(b) Conciseness:

(c) Completeness:

(d) Courtesy:

5. Justify the following statements.

6. Answer the following questions.

The following are the merits of written communication:
(a) Accurate and precise:

(b) Re-read many times:

(c) Permanent record:
Written communication becomes a permanent record of the organization and can prove very useful for future reference.

(d) Documentary evidence:
Written communication is acceptable as legal documents and as legal evidence also.

(e) Wide access:
Written communication is the best channel of communication for conveying information to people living in different places.

(f) No need for personal contact:

(g) Completeness:

(h) Economical:

The following are the different parts of the business letter:
(a) Heading:

(b) Date:

(c) Reference number:

(d) Inside address:

(e) Subject:

(f) Salutation:

(g) Body of the letter:

(h) Complimentary close:

(i) Signature:

(j) Enclosure:

Activity (Textbook Page No. 144)

How can a company use Twitter and Blogs to reach out to outsiders?
Answer: