This set of MCQ(multiple choice questions) focuses on the Developing Soft Skills and Personality Week 4 Solutions.
The course aims to cause a basic awareness about the significance of soft skills in professional and inter-personal communications and facilitate an all-round development of personality. Hard or technical skills help securing a basic position in one’s life and career. But only soft skills can ensure a person retain it, climb further, reach a pinnacle, achieve excellence, and derive fulfilment and supreme joy. Soft skills comprise pleasant and appealing personality traits as self-confidence, positive attitude, emotional intelligence, social grace, flexibility, friendliness and effective communication skills.
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Developing Soft Skills and Personality Week 4 Solutions
Q1. Kishan is a team leader in a busy workplace. He is responsible for overseeing a team of employees and ensuring smooth operations. One day, one of his team members, Deepika, comes to him with a concern about a project. How can Kishan’s effective listening skills positively impact the situation?
a) Kishan interrupts Deepika and offers immediate solutions to her concern.
b) Kishan offers unsolicited advice to Deepika without fully understanding her concerns.
c) Kishan pretends to listen to Deepika while multitasking.
d) Kishan demonstrates empathy and understanding by actively listening to Deepika’s concerns.
e) Kishan stops himself from reacting to every single thing Deepika says and focuses on comprehending her situation.
f) Kishan ignores Deepika’s concerns and redirects the conversation to a different topic.
Answer: d), e)
Q2. Riya, a fashion designer, has recently launched her own clothing brand. She wants to establish a strong online presence to attract customers and increase brand visibility. How can Riya effectively utilize social media platforms to promote her brand?
a) Riya creates visually appealing content showcasing her latest designs and shares them on platforms like Instagram and Pinterest.
b) Riya collaborates with fashion influencers and bloggers to feature her designs and reach a wider audience.
c) Riya ignores the importance of visual aesthetics and posts low-quality images and videos.
d) Riya copies content from other fashion brands and presents it as her own.
e) Riya buys fake followers and engagement to artificially boost her brand’s social media presence.
f) Riya focuses solely on promoting her brand and products without engaging with her audience or addressing their queries.
Answer: a), b)
Q3. Which of the following should be AVOIDED while talking to someone over a call to maintain a professional and respectful conversation?
a) Eating noisily during a phone call
b) Remaining calm and composed during a phone call, even if the conversation becomes difficult or frustrating
c) Using unintelligible words during the phone call
d) Being cheerful and attentive while on a call
e) Multitasking while having a telephone conversation
f) Cracking frequent unlaughable jokes and laughing out loud
Answer: a), c), e), f)
Q4. As a professional who frequently engages in phone conversations, you are faced with the task of delivering bad news to a client. What are some tips to effectively deliver bad news while still maintaining the other person’s respect?
a) Show empathy and understanding toward the other person’s feelings.
b) Use a direct and harsh tone to ensure the seriousness of the situation.
c) Blame others or external factors for the situation to avoid personal responsibility.
d) Choose an appropriate time and setting for delivering the news.
e) If possible, offer alternative solutions or options to mitigate the impact of the bad news.
f) Prepare in advance by planning the key points you want to convey.
Answer: a), d), e), f)
Q5. Siddharth works as a customer care executive and encounters a conflict where he has to put a customer on hold. How can Siddharth effectively handle this situation and maintain a positive interaction with the customer?
a) Siddharth politely requests the customer to hold and assures them that he will be as quick as possible.
b) Siddharth uses a robotic and monotonous tone when speaking to the customer, showing a lack of enthusiasm.
c) Siddharth sarcastically thanks the customer for waiting, implying that it was inconvenient.
d) Siddharth expresses gratitude to the customer for their patience and understanding.
e) Siddharth keeps the customer on hold for an extended period without any explanation or apology.
f) Siddharth interrupts the customer’s hold time with unnecessary information.
Answer: a), d)
Q6. Anagha, a team leader in a software company, is responsible for conducting a performance review meeting with her team member, Faizal. Faizal’s performance has been consistently below expectations. How can Anagha effectively handle this situation and provide constructive feedback?
a) Anagha starts the meeting by highlighting Faizal’s negative performance without considering his strengths.
b) Anagha ends the meeting abruptly without allowing Faizal to ask questions or seek clarification.
c) Anagha listens attentively to Faizal’s perspective and asks open-ended questions to understand his challenges.
d) Anagha compares Faizal’s performance to other high-performing team members publicly.
e) Anagha sets clear performance goals and expectations for Faizal, ensuring they are realistic and achievable.
f) Anagha avoids discussing Faizal’s performance issues and focuses only on praising his few accomplishments.
Answer: c), e)
Q7. Identify those people who INAPPROPRIATELY use telephone communication.
a) Diana has severe chest pain and is unable to breathe properly. She quickly contacts a healthcare service and requests an ambulance to take her to the hospital.
b) Leela has not spoken to your best friend in months and wants to catch up with her. She dials her number, has a long conversation about their lives, and plans to meet in person.
c) Sreehari is running late for an important meeting and needs to get to his office quickly. He books a ride-sharing service and provides his pick-up location and destination.
d) Mohit is attending a business meeting, and his phone starts ringing. Since he forgot to put it on silent, he answers the call and takes the liberty to discuss personal matters.
e) Aleena wants to book a table for dinner at a fancy restaurant. She calls them up, provides her details, and asks for a table for two at 7 PM on Saturday.
f) Miya is in a library, and her phone starts ringing. She takes the call.
Answer: d), f)
Q8. Nikita has recently started a new job where handling phone calls is a crucial part of her role. What are some key strategies Nikita can adopt to effectively handle phone calls?
a) Organize her desk and create a designated space for attending phone calls.
b) Familiarize herself with the telephone equipment and its functionalities.
c) Make simultaneous calls to multiple individuals to save time.
d) End phone calls abruptly without providing a proper conclusion or summary.
e) Use a format to note down important information during phone conversations.
f) Follow professional etiquette and norms while making and receiving phone calls.
Answer: a), b), e), f)
Q9. A group of students are attending a seminar on World Politics. Identify the psychological barriers to listening in the following scenarios.
a) Varun is emotionally overwhelmed, making focusing on the speaker’s message difficult.
b) Dinesh has a growth mindset and actively engages with the speaker’s ideas, fostering open-mindedness.
c) Rocky is experiencing discomfort due to an upset stomach, making it challenging for him to concentrate on the speaker.
d) Janaki holds a strong antipathy toward the speaker, leading to biased perception and reduced attention.
e) Celine is actively analyzing the speaker’s arguments, seeking to form a critical opinion.
f) Sneha’s mindset is fixed, and she is resistant to new ideas, hindering her ability to listen with an open mind.
Answer: a), d), f)
Q10. Thejaswini is a chef who wants to enhance her culinary expertise and teamwork in the kitchen. Identify the measures she should adopt to develop good listening skills and establish her culinary career.
a) Actively listening to her team members’ suggestions and feedback during recipe development.
b) Assuming that good listening skills are irrelevant for a chef and do not impact the quality of the food.
c) Ignoring feedback or constructive criticism from customers or colleagues.
d) Prioritizing her own ideas and disregarding others’ suggestions during menu planning.
e) Encouraging open communication and collaboration with her team to ensure smooth kitchen operations.
f) Paying attention to specific customer preferences and dietary restrictions when taking food orders.
Answer: a), e), f)
Q11. Three employees, Anandhu, Malu, and Naksh are traveling together in a bus to attend a company conference. They are seated together and have the opportunity to talk. In this scenario, why is it essential for Anandhu, Malu, and Naksh to have good communication skills?
a) To gossip about their colleagues and spread rumors.
b) To engage in heated arguments and conflicts, promoting an unhealthy competitive environment.
c) To share ideas and insights about the conference topics and enhance their collective learning experience.
d) To ignore each other and focus on individual tasks or entertainment.
e) To dominate the conversation and impose their opinions on others.
f) To stay silent throughout the journey and avoid any awkward interaction.
Answer: c)
Q12. Krishnapriya is a talented dancer who is preparing for a performance with her dance troop. They are rehearsing a complex routine that requires precise coordination and synchronization. During the rehearsal, Krishnapriya realizes the significance of effective communication in ensuring a flawless performance. Which of the following actions demonstrates the importance of good communication skills in this situation?
a) Talking loudly and dominating the conversation during rehearsals.
b) Ignoring the feedback and suggestions from other dancers.
c) Being overly critical of her own performance and doubting her abilities.
d) Being attentive and responsive when the choreographer provides guidance.
e) Criticizing the mistakes of other dancers without offering constructive feedback.
f) Performing individual moves without considering the overall synchronization.
Answer: d)
Q13. Vijaya wants to improve her communication skills and avoid being the person others want to avoid in conversations. Which among the following options should she consider to achieve this?
a) Becoming more arrogant and selfish to assert dominance over others.
b) Reflecting on her communication habits and identifying if she tends to engage in long, non-mindful conversations.
c) Believing that talking excessively is the key to good communication.
d) Avoiding any self-reflection or consideration of how her communication style may be impacting others.
e) Taking revenge on people who are avoiding her.
f) Assuming that others are always available to talk to her without considering their schedules or preferences.
Answer: b)
Q14. Dennis is an enthusiastic hiker who enjoys exploring new trails. He joins a hiking club and participates in a group hike led by experienced hikers. During the hike, the leader shares valuable information about the terrain, safety precautions, and landmarks. However, Dennis is easily distracted and fails to actively listen to the leader’s instructions. Which of the following actions demonstrates the importance of active listening in this situation?
a) Daydreaming about potential encounters with wildlife while hiking.
b) Taking frequent breaks to capture scenic photographs without paying attention to the trail.
c) Making assumptions about the trail route based on previous hiking experiences.
d) Asking clarificatory questions to the leader to ensure understanding.
e) Ignoring the leader’s suggestions and venturing off the trail alone.
f) Following the group without paying attention to instructions.
Answer: d)
Q15. What is dissonance?
a) A mental picture achieved by excessive exposure to rom-coms.
b) The sensation of hearing angelic voices.
c) A musical term referring to the combination of different instruments.
d) A telephone etiquette.
e) A state of disharmony.
f) A technique used in visual arts to create depth and perspective.
Answer: e)
Q16. Prerna, a talented writer, is deeply engrossed in the process of writing her novel. However, she often gets interrupted by phone calls, which disrupt her creative flow. How can Prerna minimize phone call disturbances and maintain her writing focus?
a) Leave the phone at full volume to ensure she does not miss any important calls.
b) Install a phone call simulator app to create the illusion of receiving calls.
c) Partake in lengthy conversations on the phone during writing sessions.
d) Continuously check social media and respond to messages.
e) Engage in multitasking by talking on the phone and working on creative projects.
f) Prioritize uninterrupted creative time by scheduling specific hours for phone usage.
Answer: f)
Q17. While attending a professional phone call, one SHOULD NOT be:
a) confident
b) happy
c) satisfied
d) moody
e) lively
f) proactive
Answer: d)
Q18. Karamchand is an aspiring actor preparing for his first audition for a leading role in a theater production. Why is it significant for Karamchand to have good communication skills as an actor?
a) To misinterpret the director’s instructions.
b) To effectively convey emotions and portray characters convincingly on stage.
c) To constantly interrupt fellow actors during rehearsals.
d) To mumble lines and speak inaudibly, creating confusion among the audience.
e) To avoid making eye contact with other actors and appear disconnected from the scene.
f) To prioritize personal agenda and neglect the overall flow of the performance.
Answer: b)
Q19. Who among the following is a good communicator?
a) Brinda often speaks in a condescending tone, belittling others’ ideas and opinions. She fails to create an inclusive and collaborative atmosphere during discussions.
b) Suparna tends to use ambiguous language and unclear explanations, causing confusion among her friends.
c) Lipi actively engages in discussions, seeking clarification when needed and expressing her ideas concisely.
d) Thara relies heavily on jargon and technical language, making it difficult for her audience to understand her message.
e) Manoj frequently interrupts others while they are speaking, showing little regard for their perspectives.
f) Lizzie tends to avoid direct communication when faced with conflicts or disagreements. Instead, she chooses to remain silent.
Answer: c)
Q20. Sooraj, an experienced and meticulous lawyer, represents his client in a high- stakes court trial. Throughout the proceedings, Sooraj demonstrates exceptional listening skills, actively engaging with all aspects of the case. How does Sooraj’s listening skills contribute to his proficiency as a lawyer?
a) Sooraj’s exceptional listening allows him to eavesdrop on private conversations, obtaining confidential information to gain an advantage in the case.
b) Sooraj’s keen listening helps him avoid engaging in meaningful conversations with his clients, allowing him to save time and focus on other cases.
c) Sooraj’s listening skills allow him to comprehend the nuances of the opposing party’s arguments, enabling him to formulate well-informed counter-arguments.
d) Sooraj’s exceptional listening capabilities enable him to manipulate witnesses and exploit their statements to his advantage.
e) Sooraj’s listening skills make him an expert at bribing the judge.
f) Sooraj’s selective listening allows him to ignore contradictory evidence, helping him to present a one-sided and biased argument.
Answer: c)
Q21. Madhu is a dermatologist who shouts at patients who cannot effectively communicate their issues. This approach makes her an effective communicator herself as she is able to diagnose their disease as well as judge their communication skills.
a) True
b) False
Answer: b)
Q22. Fida believes that hearing is a physical activity and that listening is a mental activity. Fida is right.
a) True
b) False
Answer: a)
Q23. Empathizing with the caller will ease the situation and enhance the overall mood during a telephone conversation.
a) True
b) False
Answer: a)
Q24. Parvathy and Vidhu were good friends who lost touch over the years. Vidhu believes that Parvathy would not be interested in contacting her as she has acquired a higher social status. Vidhu’s preconceived notion acts as a psychological barrier to good communication.
a) True
b) False
Answer: a)
Q25. If somebody is making an important call where she is going to give you some information and you are not prepared, do not ask them to call again.
a) True
b) False
Answer: b)
Developing Soft Skills and Personality Week 4 Solutions
Q1. Choose all the correct statements concerning ‘Verbal Communication’:
a) The four aspects of verbal communication are integrated.
b) Listening and reading are comprehension skills.
c) Writing and speaking are comprehension skills.
d) Listening and speaking skills are significant for job interviews.
e) Talkative people communicate better than silent people.
f) Listening is an active mental process.
Answer: a), b), f)
Q2. An academic conference on Physics is organized in Chennai. One of the keynote presenters talks about the relation between Physics and Taoism. Some members started mocking the presenter, and many left the conference room even before the speaker finished his presentation, thinking that science and philosophy cannot cohere as the former is based on facts, while the latter, on abstract ideas. A few years later, his ideas, published as a book titled The Tao in the Physics, was globally acclaimed, and won him many international awards. Identify the lessons pertaining to communication from the given scenario:
a) Listeners should not be prejudiced against the speaker(s) and his/her ideas.
b) Active listeners are supposed to be troublemakers.
c) Listening with preconceived notions is a major hindrance to communication.
d) One should listen with an open mind.
e) Hearing is better than listening in an academic conference.
f) The speaker should force the audience to listen.
Answer: a), c), d)
Q3. Choose the correct statements about good communication:
a) Good communication involves the whole body.
b) Good communication makes the speaker feel that his words are given proper attention.
c) Good communication involves a lot of interruption.
d) Good communication is where the speaker and the listener share their prejudices.
e) Good communication involves appreciation and acknowledgement.
f) Good communication has nothing to do with body language.
Answer: a), b), e)
Q4. Consider that you are conducting a two-day workshop at IIT Kanpur on the topic, “How to Become an Active Listener.” At the end of the last day, you want to summarize everything you have taught. What are the appropriate points to add to your summary?
a) Be courteous–Be considerate–Treat the speaker as a guest
b) Pay full attention–Eliminate distraction–Switch off the phones
c) Interrupt often–Click pictures and post them on Instagram during a speech
d) Carry a diary with you–Note down essential points–Minimize self-talk
e) Reflect on the lecture–Seek clarification–Show empathy
f) Distract the speaker–Show off your costly phone-leave the conference before the speech ends
Answer: a), b), d), e)
Q5. What are the significances of ‘Active Listening’?
a) It helps to understand other people.
b) It helps to assert authority.
c) It helps to maintain a successful professional and personal relationship.
d) It helps to learn about new fields.
e) It improves one’s negotiation skills.
f) It can help to know the needs of the customer.
Answer: a), c), d), e), f)
Q6. Consider a hypothetical situation where you are organizing a public lecture on environmental issues and global warming at the event of Holi. The Keynote speakers are highly reputed and globally recognized. Hence, you do not want any barriers to the audience’s listening experience and ensure that the ideas are received well. What are the precautions you would take to avoid any listening barriers?
a) Close all the windows to avoid any noise from outside that arises due to the Holi celebration.
b) Announce a disclaimer asking the audience to switch off their mobile phones and refrain from communication with each other during lecture.
c) Allow people to bring color powders and celebrate Holi inside the auditorium, as it is a significant festival.
d) Check the quality of the mikes, speakers, and all technical tools, and keep spares in case any of them malfunctions.
e) Make sure to maintain a comfortable temperature and proper ventilation in the auditorium.
f) Order attractive chairs, despite their uncomfortableness, expecting to impress the audience.
Answer: a), b), d), e)
Q7. Identify genuine purposes for calling someone on the phone:
a) To waste the time.
b) To pry on what others are doing.
c) To increase the phone bill of others.
d) To ask any trivial details that others have when one feels lazy to find it out by oneself.
e) To share any important news.
f) To ask for help.
Answer: e), f)
Q8. In such a situation, what are the appropriate ways for Sudeep and his parent to communicate with each other?
a) Sudeep should always send letters to their neighbours and ask them to read them to his parents.
b) Sudeep should use a telephone to call his parents as conversations make human communication warm and alive.
c) Sudeep should avoid calls from his parents as it might cost him a lot and stick to writing letters.
d) Sudeep should call his parents frequently and make his children speak to them.
e) Sudeep should visit his parents at least once a year because communicating only over the telephone will leave his parents uncared for.
f) Sudeep should ignore his experience with his father-in-law and realize that there are people who love to get a call from him and should make the call to his parents.
Answer: d), e)
Q9. Consider that you are working in a professional call center. What would be the best ways to tend to telephone calls?
a) Always start with your company’s name, instead of just a “Hello.”
b) If the caller is rude, shout at them back.
c) Ask permission from the callers to put them on hold.
d) Use mother tongue instead of a common language that the callers could understand.
e) If you have kept the caller on hold for a long time, apologize on returning.
f) At the end of the call, say “Thank You” with a smile.
Answer: c), e), f)
Q10. Identify the right ways to deliver unpleasant news:
a) Avoid relevant information and delay the news by beating around the bush.
b) Try to deliver the unpleasant news in a comforting way that would not break the receiver.
c) Be rude and deliver a message like you are doing it only for the sake of the job.
d) Start with sentences like “I am afraid, I might have to deliver an unpleasant news…”
e) Avoid delivering the bad news so they will learn about it themselves.
f) Be abrupt and deliver in a way that would provoke their emotions.
Answer: b), d)
Q11. Identify the appropriate meaning of the following sentence: “When you talk, you are only repeating what you already know. But if you listen, you may learn something new.”
a) An open mind is the key for learning
b) Speaking is significant than listening
c) Listening helps to reassert one’s ideas
d) Talking instead of listening helps to be empathetic
e) Listening makes an individual ignorant
f) Listening and speaking are important than writing
Answer: c)
Q12. Mohan was an average student who lacked concentration, and mostly heard lectures mindlessly, believing that he was genetically programmed to be like this and could not be an active listener. What is the right advice you would give to Mohan?
a) “Hey Mohan! Active listening is for the intelligent, so you cannot be an active listener.”
b) “Hey Mohan, relax, bro! Lacking active listening is not your fault. You cannot listen actively because the lectures are stupid and boring. Don’t waste time working on this skill. Better start playing video games.”
c) “Mohan, active listening is not only for the intelligent ones but also it can be cultivated through practice. Start practicing it now; you will see great improvement if you are consistent.”
d) “Mohan, do not worry about listening skills. It is not as important as speaking effectively.”
e) “Mohan, active listening consumes energy. So do not waste you energy on such petty things. Conserve it so that you can roam with friends at night.”
f) “Hey Mohan! Listening is an unconscious activity. It will come to you by default. Don’t spend time practicing it.”
Answer: c)
Q13. Choose the appropriate statement about listening:
a) When you talk, you are dominant. But if you listen, you are submissive.
b) Speakers cannot make the audience listen to them a hundred percent.
c) Speaking is more important than listening.
d) Hearing can exhaust mental energy while listening conserves energy.
e) Listening is an unconscious process.
f) Listening can damage brain nerves.
Answer: b)
Q14. Who would you consider having the appropriate skills among the six exhibiting the following traits:
a) Ram occupies a lot of space and keeps his eyes wavering all over the room and makes weird gestures. He chews gum and does not acknowledge the speaker in any way.
b) Azar keeps swinging back and forth in his chair; besides, he constantly looks at his phone while the speaker is speaking.
c) Shilpa gives sarcastic smiles and acts condescending toward the speaker if he gives different opinions from that of hers. She keeps humming some songs to interrupt and make fun of the speaker.
d) Joseph profusely sweats due to anxiousness and keeps moving his legs constantly. He cannot stop biting his nails during conversation and is shy of making eye contact.
e) Alena focuses on the speaker and makes eye contact. Her mouth is shut while her hands and feet are still. She nods and leans forward often to agree with the speaker’s ideas but does not interrupt him.
f) Narmada gives a negative facial expression that would represent terms like “yuck,” “disgusting,” and “awful.” The speaker is repelled by her action and starts thinking that he is saying something wrong. Adding to this, she yawns to mock a point made by the speaker.
Answer: e)
Q15. What is NOT a psychological barrier to active listening?
a) Preconceived notions about the topic
b) Having cognitive dissonance
c) Intolerance towards opinions as opposed to your ideals
d) Weather conditions causing an uncomfortable environment
e) Possessing a fixed mindset
f) Troubled mind with personal stress and anxiety
Answer: d)
Q16. Identify the person experiencing a communication barrier:
a) Andrew attends a conference on Mathematics and is aware of the technical terms and formulas used in the lecture as a Mathematics graduate.
b) Martin stops reading comics in the class and gives full attention to the lecture as soon as his teacher starts teaching.
c) Isabell does not like Professor Velraj as she heard an unpleasant gossip about him, so she distracts herself in the class by scrolling through social media.
d) Manisha, despite having a difference of opinion with her parents, respects and acknowledges their views.
e) Richard notes down his questions and asks them to his teacher at the end of the class without interrupting the lecture.
f) Alizia is non-judgemental and never criticizes his teacher for his bad English as she is from the Hindi medium but tries to understand him patiently.
Answer: c)
Q17. Identify the person who has appropriate telephone communication skills:
a) Manoj saves time by making important phone calls when he reads the newspaper.
b) Mala never gives the speaker time to finish their dialogue and keeps interrupting.
c) Michael does not attend the important call in a noisy place but goes home and calls back in a comfortable and noiseless environment.
d) Miranda gets angry often during phone calls and ends them abruptly.
e) Madhan keeps chewing gum while on a call, thinking they would not know.
f) Rachel gets impatient over calls and forces people to talk first.
Answer: a)
Q18. Fill in the blanks: “People used what they called a ________ because they hated being closer together and they were scared of being ________.”
a) distance, together
b) telephone, together
c) communication, alone
d) telephone, alone
e) verbal communication, alone
f) letter, together
Answer: d)
Q19. What is NOT an appropriate way to end a telephone conversation?
a) Use sentences like: “It was nice talking to you!”
b) If the caller refuses to end the call, get angry and tell them that they are being stupid.
c) End the call with hope, rather than dejecting them with rude behavior.
d) If you are busy, let them know of the situation and assure them you will call back before ending the call.
e) If you are talking on someone else’s behalf, assure them that you have taken notes of information, which will be passed to them.
f) End the call with a genuine sentence and cheerful smile.
Answer: b)
Q20. Identify the WRONG way to deal with a difficult caller:
a) Use comforting silence with an angry caller.
b) Make occasional pauses to understand the caller’s need.
c) Despite the caller being angry and rude, apologize for the inconvenience caused by the firm.
d) If an angry caller shouts at you, take it personally and yell at them back.
e) Always try to give some compensation for the trouble caused by the company.
f) Be diplomatic to an angry caller.
Answer: d)
Q21. Research indicates that about sixty per cent of listening skill is involved in effective communication.
a) True
b) False
Answer: a)
Q22. In verbal communication, reading and listening are production skills.
a) True
b) False
Answer: b)
Q23. Talkative people communicate better than calm and silent people.
a) True
b) False
Answer: b)
Q24. Hearing is a mental activity that requires a lot of effort and concentration.
a) True
b) False
Answer: b)
Q25. Aristotle said, “No one loves the messenger who brings the bad news.”
a) True
b) False
Answer: b)
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