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Examination Paper of Business Communication

IIBM Institute of Business Management

• This section consists of multiple choices and Short Notes type questions.

• Answer all the questions.

• Part one questions carry 1 mark each & Part two questions carry 5 marks each.

IIBM Institute of Business Management

Subject Code-B109

Examination Paper Business Communication

MM.100

Section A: Objective Type & Short Questions (30 marks)

Part one:

Multiple choice:

I.The most important goal of business communication is_________. (1)

a) favorable relationship between sender and receiver

b) organizational goodwill

c) receiver response

d) receiver understanding

II. Down ward communication flows from_________ to_________. (1)

e) Upper to lower

f) Lower to upper

g) Horizontal

h) Diagonal

III. Horizontal communication takes place

between_________. (1)

a. superior to subordinate

b. subordinate to superior

c. employees with same status

d. none of these

IV. The study of communication through touch is_________. (1)

a. chronemics

b. haptics

c. proxemics

d. semantic

V._____________ channel of communication is known as grapevine (1)

a. Formal

b. Informal

c. Horizontal

d. Vertical

VI. The following is (are) the most effective ways of communication. (1) a. Verbal b. Non verbal c. Written d. All of the above

Examination Paper of Business Communication

IIBM Institute of Business Management

END OF SECTION A

• This section consists of Caselets.

• Answer all the questions.

• Each Caselet carries 20marks.

• Detailed information should form the part of your answer (Word limit 150 to 200 words).

VII. The handshake that conveys confidence is (1)

a. Limp

b. Firm

c. Loose

d. Double

VIII. ________ of the letter consists of main message. (1)

a. Heading

b. Body

c. Greeting

d. Closing

IX. Body of a letter is divided into ________

parts. (1)

a. 1

b. 2

c. 3

d. 4

X. X. A persuasive message will fail if_____ (1)

a. it does not focus on what is in it for the reader

b. it only lists facts

c. it moves too slowly

d. all of the above

Part Two:

1. Brief Grapevine communication? (5)

2. List the 7 C’s of Communication? (5)

3. Describe the various barriers of communication? (5)

4. Write the negotiation process. (5)

Section B: Caselets (40 marks)

Caselet 1

Barry and Communication Barriers Effective Communication as a Motivator One common complaint employees voice about supervisors is inconsistent messages – meaning one supervisor tells them one thing and another tells them something different. Imagine you are the supervisor/manager for each of the employees described below. As you read their case, give

Examination Paper of Business Communication

IIBM Institute of Business Management

consideration to how you might help communicate with the employee to remedy the conflict. Answer the critical thinking questions at the end of the case then compare your answers to the Notes to Supplement Answers section. Barry is a 27-year old who is a foodservice manager at a casual dining restaurant. Barry is responsible for supervising and managing all employees in the back of the house. Employees working in the back of the house range in age from 16 years old to 55 years old. In addition, the employees come from diverse cultural and ethnic backgrounds. For many, English is not their primary language. Barry is Serv Safe® certified and tries his best to keep up with food safety issues in the kitchen but he admits it’s not easy. Employees receive “on the job training” about food safety basics (for example, appropriate hygiene and hand washing, time/temperature, and cleaning and sanitizing). But with high turnover of employees, training is often rushed and some new employees are put right into the job without training if it is a busy day. Eventually, most employees get some kind of food safety training. The owners of the restaurant are supportive of Barry in his food safety efforts because they know if a food safety outbreak were ever linked to their restaurant; it would likely put them out of business. Still, the owners note there are additional costs for training and making sure food is handled safely. One day Barry comes to work and is rather upset even before he steps into the restaurant. Things haven’t been going well at home and he was lucky to rummage through some of the dirty laundry and find a relatively clean outfit to wear for work. He admits he needs a haircut and a good hand scrubbing, especially after working on his car last evening. When he walks into the kitchen he notices several trays of uncooked meat sitting out in the kitchen area. It appears these have been sitting at room temperature for quite some time. Barry is frustrated and doesn’t know what to do. He feels like he is beating his head against a brick wall when it comes to getting employees to practice food safety. Barry has taken many efforts to get employees to be safe in how they handle food. He has huge signs posted all over the kitchen with these words: KEEP HOT FOOD HOT AND COLD FOOD COLD and WASH YOUR HANDS ALWAYS AND OFTEN. All employees are given a thermometer when they start so that they can temp food. Hand sinks, soap, and paper towels are available for employees so that they are encouraged to wash their hands frequently.

Questions

1. What are the communication challenges and barriers Barry faces? (10)

2. What solutions might Barry consider in addressing each of these challenges and barriers? (10)

Caselet 2

Mr. Dutta, newly appointed president of century Airlines, knew the company’s survival depended on customer service, which in turn depended on motivated employees. So he created the Century Spirit program to build team spirit by encouraging employee participation, individual initiative, and open communication. Among the program’s early successes was newspaper started by a group of flight attendants. The plane truth published information about benefits and work conditions as well as feature stories and humorous articles. It quickly became popular not only with flight attendant but with pilot, machinists, and baggage handlers.

As time went on, though, the plane truth began to run articles critical of the company. When management cut back worker’s hours, the, newspaper questioned what sacrifices the executive were making. When the technical services department releases figures showing long turnaround times, the paper questioned the machinist’s work ethic. Worried that customer might see the newspaper; Mr. Dutta wanted to cancel it. The president of the flight attendants union also wanted to see it was stirring up trouble with the machinists.

Examination Paper of Business Communication

IIBM Institute of Business Management

• This section consists of Applied Theory Questions.

• Answer all the questions.

• Each question carries 15marks.

• Detailed information should form the part of your answer (Word limit 200 to 250 words).

END OF SECTION C

Ms. Rachel, Century’s human resource director, was asked to stop the publication. But she hesitated. She knew the employee morale was on the brink, but she did not know whether the newspaper was venting worker’s frustrations and reinforcing team spirit or stirring up old animosities and bringing the whole company down. Was it creating more tension than unity or vice-versa?

Questions

1. What Communication issues are involved at Century Airlines? (10)

2. What Communication Channels are being Utilized (10)

Section C: Applied Theory (30 marks)

1. Explain the various non verbal communications with an example in business

Scenario? (15)

2. Delineate the types of parts of business report writing? (15)

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Examination Paper of Energy Management

IIBM Institute of Business Management

Examination Paper MM.100

Energy Management

Section A: Objective Type & Short Questions (30 Marks)

 This section consists of Multiple Choi  ce and Short Note Type Questions. 

 Answer all the questions 

 Part one carries 1 mark each and Part Two questions carry 5 marks each. 

Part One:

1. The audit that focused on evaluating the energy consumption pattern is a______

a. Preliminary Audit

b. Sound Energy Audit

c. Detailed Audit

d. Efficiency Audit

2. Energy Crops are also known as _____________

3. When plant matter is heated but not burnt to break into solid, liquid and gas is which type of

convention?

a. Chemical Convention

b. Thermo chemical Convention

c. Biochemical Convention

d. Residual Convention

4. An example of a simple passive space heating technology is the _____________

5. To make solar design effective which of the following is not followed?

a. A building should have large areas of glazing facing the sun.

b. Certain features should be adopted for equal distribution of heat throughout the building.

c. A building should be sufficient to allow heat storage.

d. A building should have proper landscaping to allow direct sun to the building.

6. It is the most common type of solar panel for full solar power systems.

a. Unframed Rigid Panels

b. Solar Roofing

c. Flexible Panels

d. Framed Rigid Panels

7. Low Peak Coincidence Factor is which of the following barrier for Solar Power Development?

a. Market Related Barrier

b. Institutional Barrier

c. Economical & Technological Barrier

d. Ecological Barrier

8. LEED is a ______________

IIBM Institute of Business Management 1

Examination Paper of Energy Management

9. ______________ is a semi – autonomous body within the OECD

10. SRP stands for _____________

Part Two:

1. Write a short note on „Energy Consumption‟?

2. Differentiate between „Space Heating and Space Cooling‟?

3. Write a short note on „Crop Drying‟?

4. What is a „Solar Thermal Program‟?

END OF SECTION A

Section B: Caselets (40 Marks)

 This section consists of Caselets 

 Answer all the questions 

 Each Caselet carries 20 marks 

 Detailed information should form the part of your answer (Word limit 150 to 200 Words) 

Caselet 1

New South Energy, a subsidiary of Calpine Corp., and Suez Energy North America has asked the

Mississippi Public Service Commission to delay Entergy Corp‟s purchase of the 480 – MW Attala plant.

Entergy agreed in March to purchase the natural gas – fired plant located in Attala. Country, Miss., from

Central Mississippi Generating Co., for $ 88 million. But it asked Cleco Corp., to purchase the

transmission infrastructure associated with the plant. The two companies want the public service

commission to require Entergy to go through the request for proposals process to show that the plant

offers the best value to Mississippi ratepayers. “We do not necessarily oppose the acquisition. But what‟s

the rush?” a New South spokesman said. The price is good until next October, so New South and Suez are

asking for proof that in today‟s market it is the best deal for ratepayers. “They should let other bidders

have a chance,” the spokesman said.

The Mississippi PSC held hearings on the sale of the plant on Wednesday.

Getting the sale approved immediately does have an advantage for Entergy. If it is approved before early

February it will exempt the sale from the Federal Energy Regulations Commission‟s jurisdiction. The

energy bill signed by President Bush in August gives FERC jurisdiction over such asset – only sales

beginning in February.

By separating the plant from the transmission infrastructure, the sale was exempted from FERC‟s

jurisdiction under current rules. FERC is more likely to look at whether the sale of the asset has market

power or transmission implications.

The PSC‟s staff said that based on information provided by Entergy, it appears the acquisition of Attala is

in the public interest and represents a unique opportunity for Entergy to upgrade its aging generation fleet

at a price that is in line with recent sales of similar units and below what it would cost to build a new unit.

It has concerns, however, over Entergy‟s plan to recover the cost of the plant through rider to its existing

IIBM Institute of Business Management 2

Examination Paper of Energy Management

power management schedule. “The recovery of each plant should be addressed individually,” the staff

said.

The staff is also concerned about “piecemeal ratemaking,” meaning that certain costs are considered in

isolation rather than looking at total costs. It cited concerns that Entergy would try to recover operations

and maintenance costs under the rider when it is already included in base rates, and that certain revenues

related to the newly acquired plant will not be considered when setting rates.

Questions:

Q1. Write a note on „Piecemeal Ratemaking?

Q2. What are the advantages of the Acquisition of Entergy Corp‟s by Mississippi Public

Service Commission?

Caselet 2

Electricity is a vital energy input for economic development of any country and helps to alleviate many of

the concerns facing the world, today in a distinctive manner. It is available from various sources such as

conventional and non – conventional sources at a reasonable cost. The electricity generation in India has

indicated four times increase i.e., from 120.8 billion KWH in 1980 – 81 to about 650 billion KWH in

2004 – 2005. It is very interesting to note that among the conventional sources involved in the process of

electricity generation, the share of thermal energy has been significant indicating the growth from 61.3

billion KWH to 700 billion KWH during 1980 – 81 to 2005. The other sources of energy i.e., hydro

energy and nuclear energy have been playing an insignificant role in electricity generation. The basic

input of electricity generation, i.e., coal is causing for many pollutants like sulphur dioxide, nitrogen

oxide, carbon dioxide and particulate matter have a severe damaging effect on mankind and nature. Thus

fuel substitution is very crucial for reducing the adverse impact on environment in the process of

electricity generation. The non – conventional sources of energy like solar energy, wind energy, biomass,

geothermal etc., can be used as substitute energies to electricity generation without any adverse impact on

environment. Moreover, these renewable sources of energy are both economically viable and

environmentally preferable alternatives to fossil fuels. Apart from this, the government also should

involve in environmental matters and protect the public interest in order to maintain pollution free

environment. A strong national energy policy and legislative acts should be formulated for a pollution

free environment. The various alternative options if emphasized by the government, such as, adoption of

energy efficiency measures, economic policies and technology can stabilize the environmental pollution

over a period of time.

Questions:

Q1. Write a note on „Electricity Generation in India‟?

Q2. What are the various substitutes adopted by government to prevent Environmental Pollution?

END OF SECTION B

Section C: Applied Theory (30 Marks)

IIBM Institute of Business Management 3

Examination Paper of Energy Management

 This s  ection consists of Long Questions 

 Answer all the questions 

 Each question carries 10 marks each. 

 Detailed information should form the part of your answer (Word limit 200 to 250 Words) 





1. Write a note on the components of Energy sector?

2. What are the recent trends of Clean Energy?

3. What is Biomass? State the different kinds of Biomass?

END OF SECTION C

IIBM Institute of Business Management 4

Examination Paper of Energy Management

IIBM Institute of Business Management

Examination Paper MM.100

Energy Resources

Section A: Objective Type & Short Questions (30 Marks)

 This section consists of Multiple Choi  ce and Short Note Type Questions. 

 Answer all the questions 

 Part one carries 1 mark each and Part Two carry 5 marks each. 

Part One:

1. Which of the following is not the non-solar renewable?

a. Tidal energy

b. Bio-energy

c. Geothermal energy

d. All of these

2. The component of the aerodynamics of wind turbines that is in line with the direction of the air

stream known as___________

a. Drag force

b. Harnessing force

c. Lift force

d. None of these

3. Wind turbines that can harness wind from any direction without the need to reposition the rotor

when the wind the wind direction change is called___________

a. Horizontal axis wind turbine

b. Vertical axis wind turbines

c. Both a & b

d. None of these

4. Which of the following is the floating devices a.

Duck

b. Clam

c. Both a & b

d. Oscillating water column

5. WECS stands for __

6. OWC stands for _________________

7. Which of the following is the low-temperature solar energy applications a.

Domestic water heating

b. Domestic space heating

c. Active solar heating

d. Both a & b

IIBM Institute of Business Management 5

Examination Paper of Energy Management

8. OTEC stands for _

9. SSH stands for ___

10. Which of the following provide electricity for remote houses, farms and remote communities, and

for charging batteries on boats is known as____________

a. Small scale hydroelectricity

b. Small-scale turbines

c. Small-scale systems

d. Small-scale industries

Part Two:

1. Write a short note on „Wind Turbine‟?

2. Discuss the varieties of solar heating system.

3. Explain the Physical principles of wave energy?

4. What is the small-scale hydroelectricity?

END OF SECTION A

Section B: Caselets (40 Marks)

 This section consists of Caselets 

 Answer all the questions 

 Each Caselet carries 20 marks each. 

 Detailed information should form the part of your answer (Word limit 150 to 200 Words) 

Caselet 1

This a truly a ambitious project and a showpiece of co-operation between the state Government of

Rajasthan, the Government of India, the World Bank and the Government of Germany getting together to

strike a blow to renewable energy.

The project in question is a 140 MW Integrated Solar Combined Cycle (ISCC) power plant with a solar

component of 35 MW and a combined cycle power plant of 105 MW in Jodhpur district in Rajasthan. The

combined cycle plant will use naphtha as the fuel, and a back-up plant of 35 MW will also lend a helping

hand when the sun is not shining.

The total cost of the project works out to eight hundred and seventy-one crore rupees- a hefty capital cost

of six crore thirty lakh rupees per MW while a stand-alone naphtha based plant will cost less than four

crore rupees a MW. The trick here is how the project is being financed to make it viable.

 The Government of India will provide a grant of fifty crore rupees. 

IIBM Institute of Business Management 6

Examination Paper of Energy Management

 The Government of Rajasthan will pitch in with an equity contribution of fifty crore rupees and a

loan component of two hundred crore rupees. 



 The World Bank through its Global Environment Facility will grant US dollars 49 million or two

hundred and thirty-five crore rupees. 



 The Government of Germany will add a “cheap” long-term loan of twenty-five crore Deutsche

Marks or five hundred crore rupees. 

Total “aid” in terms of grants and easy loan works out to close to one thousand crore rupees for an eight

hundred and seventy-one crore rupee project!

Most of the time, the “green” and “clean” showcase project will be running on naphtha, a dirty oil based

fuel, which negates all that green activists stand for. That is simply because the sunlight won‟t be around

at the convenience of green activists. Of course, economists would be more concerned with the

opportunity cost of using one lakh seventy thousand tones each year of naphtha in this “solar” energy

project!

Required

Q 1. How to Generate Solar Energy using Naptha? Explain?

Caselet 2

Energy plays a vital role in our day to day life. Energy consumption and production affect the local and

global environment. Energy is mainly produced from fossil fuels and a sustainable development in the

production of energy is a situation in which the future does not get harmed in any way. However, the use

of fossil fuels will not help promote this much – longed – for sustainable development as fossil fuels

when burned release a lot of energy into the atmosphere, whic h may lead to environmental damage.

The sustainable energy sources must be tapped to change the energy pattern used by the consumers, for

which renewal energy sources like wind, sunlight and water need to be tapped and stored. The use of

renewable energy is cleaner and safer for the environment. Various countries have started taking

initiatives in building sustainable renewal energy resources, thereby, throwing open employment to the

youth.

The adoption of renewable energy resources is difficult in poor countries due to lack of education, or

inaccessibility of technology, or lack of institutional capacity for promoting renewable energy or lastly

due to high financial costs. The environment of the youth can be roped in for the task of developing

renewable resources after necessary coaching. Empowering the youth will help to reach a wider spectrum

of the community in the development process of renewable energy resources.

The environment of the youth in such enterprises will tackle not only the issue of youth unemployment

but will also promote environmentally sustainable renewable energy development. The rural youth need a

conducive environment for the successful and continued implementation of renewable energy projects. In

order to remote off –grid renewable energy, close and continuous engagement with local community

members is essential. Thus, if the stakeholders are the ones who are developing and operating these

enterprises, it will ensure viability, sustainability and effective operation in these enterprises.

The various renewable energy technologies available are not cost – effective and technically viable.

However, most forms of renewable energy still have a significant way to go. The implementation of

renewable energy projects can deliver clear benefits to developing countries provided they use efficient

IIBM Institute of Business Management 7

Examination Paper of Energy Management

technologies. In this case, the technical know – how is invariably transferred from the experienced and

developing countries to most of the less developed or developing countries.

Questions

Q 1. What is Renewable Energy and state the Sustainable Development to it?

Q2. How could renewable energy help in providing opportunities to the youth?

Q3. Write a note on „Adoption of Renewable Energy‟?

Q4. What are the issues in harnessing Renewable Energy?

END OF SECTION B

Section C: Applied Theory (30 Marks)

 This section consists of Long Questions 

 Answer all the questions 

 Each question carries 15 marks each. 

 Detailed information should form the part of your answer (Word limit 200 to 250 Words) 





1. Define Photovoltaic‟s (PV). Explain its basic principles of silicon PV?

2. What is wave energy? Discuss the environmental impact of wave energy?

END OF SECTION C

S-2-300813

IIBM Institute of Business Management 8