Class 9 Communication in Commercial Organisations Mock Test (ICSE)

Topics in Communication in Commercial Organisations

• Meaning and process of communication
• Oral, written and non-verbal communication
• Internal and external communication
• Barriers to communication
• Modern means of business communication

Communication in Commercial Organisations practice questions with answers

1. Q1Multiple choice·1 mark
   A customer service executive using heavy technical jargon while explaining a product policy to an elderly client is an example of which type of barrier to communication?

   1. (a)Semantic barrier
   2. (b)Physical barrier
   3. (c)Psychological barrier
   4. (d)Organisational barrier
   Show answer and step marks

   1. Correct option: (a) Semantic barrier+1

   Answer: (a)
2. Q2Multiple choice·1 mark
   Which of the following components represents the final stage in the traditional communication process where the receiver responds to the message?

   1. (a)Encoding
   2. (b)Decoding
   3. (c)Transmission
   4. (d)Feedback
   Show answer and step marks

   1. Correct option: (d) Feedback+1

   Answer: (d)
3. Q3Short answer·2 marks
   State two distinct advantages of using electronic mail (email) as a modern means of communication in commercial organisations.
   Show answer and step marks

   1. First advantage, any one of: messages reach the receiver almost instantly, anywhere in the world; it costs very little; the same message can be sent to many people at once; it keeps a written record for future reference; documents such as invoices and reports can be sent as attachments; messages can be sent and read at any time and place; it saves paper; or any other valid advantage.+1
   2. Second advantage, a different one from the same list.+1

   Answer: Any two of: very fast delivery; low cost; one message to many people; a written record; attachments such as invoices and reports; can be sent and read at any time and place; saves paper.
4. Q4Short answer·2 marks
   State any two modern means of business communication used by commercial organisations and briefly mention one advantage of each.
   Show answer and step marks

   1. First modern means, any one of: e-mail; video conferencing; mobile phone (calls and SMS); instant messaging apps; fax; teleconferencing; voice mail; the internet and company websites; or any other valid modern means of communication.+0.5
   2. An advantage of the first means named: e-mail is fast, cheap and keeps a written record with attachments; video conferencing allows face-to-face meetings without travel; a mobile phone gives instant contact anywhere; instant messaging gives quick coordination and document sharing; fax sends an exact copy of a document quickly; teleconferencing lets several people at different places talk together; voice mail records messages when the person is unavailable; a website gives information to customers at any time.+0.5
   3. Second modern means, a different one from the same list.+0.5
   4. An advantage of the second means named, as listed above.+0.5

   Answer: Any two of: e-mail (fast, cheap, written record with attachments); video conferencing (face-to-face meetings without travel); mobile phone (instant contact anywhere); instant messaging (quick coordination); fax (exact copy of a document sent quickly); teleconferencing (several people talk together).
5. Q5Long answer·4 marks
   (a) State the meaning of communication in a commercial organisation. (b) Explain any three key steps involved in the process of communication.
   Show answer and step marks

   1. (a) Communication is the process of exchanging information, ideas, facts, opinions or feelings between two or more persons to create mutual understanding and achieve the organisation's objectives.+1
   2. (b) First stage, explained, any one of: sender (the sender conceives the idea or information to be conveyed); encoding (the sender puts the idea into words, symbols, pictures or gestures); message (the encoded idea that is actually sent); medium or channel (the means chosen to send the message, such as a letter, telephone or e-mail); receiver (the person for whom the message is meant receives it); decoding (the receiver interprets the symbols to understand the meaning); feedback (the receiver's response sent back to the sender, showing whether the message was understood); or any other valid stage.+1
   3. (b) Second stage, a different one from the same list, explained.+1
   4. (b) Third stage, a different one from the same list, explained.+1

   Answer: (a) Communication is the exchange of information, ideas, facts or feelings between two or more persons to create mutual understanding. (b) Any three of: the sender conceives the idea; encoding puts it into words or symbols; the message is sent through a medium or channel; the receiver gets it; decoding interprets its meaning; feedback is the receiver's response to the sender.
6. Q6Long answer·4 marks
   (a) Explain the meaning of communication in the context of a commercial organisation. (b) Describe any two stages of the communication process.
   Show answer and step marks

   1. (a) Meaning: Communication is the two-way process of exchanging information, ideas, facts, instructions or feelings between two or more persons to achieve a common understanding.+1
   2. (a) Commercial context: it is vital for coordinating business activities, issuing instructions, maintaining relations with customers and suppliers, and helping management in decision-making.+1
   3. (b) First stage, described, any one of: sender (the sender conceives the idea or information to be conveyed); encoding (the sender puts the idea into words, symbols, pictures or gestures); message (the encoded idea that is actually sent); medium or channel (the means chosen to send the message, such as a letter, telephone or e-mail); receiver (the person for whom the message is meant receives it); decoding (the receiver interprets the symbols to understand the meaning); feedback (the receiver's response sent back to the sender, showing whether the message was understood); or any other valid stage.+1
   4. (b) Second stage, a different one from the same list, described.+1

   Answer: (a) Communication is the two-way exchange of information, ideas, instructions or feelings between persons to reach a common understanding; in a business it coordinates activities, conveys instructions and maintains relations with customers and suppliers. (b) Any two of: the sender conceives the idea; encoding puts it into words or symbols; the message is sent through a medium; the receiver gets it; decoding interprets it; feedback is the receiver's response.

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