CONFIDENTIAL HM/OCT 2012/HTT267

UNIVERSITI TEKNOLOGI MARA

FINAL EXAMINATION

COURSE BUSINESS ETIQUETTE AND COMMUNICATION

SKILLS
COURSE CODE HTT267
EXAMINATION OCTOBER 2012
TIME 3HOURS

INSTRUCTIONS TO CANDIDATES

1. This question paper consists of four (4) parts : PART A (15 Questions)
PART B (15 Questions)
PART C (5 Questions)
PART D (2 Questions)

2. Answer ALL questions from all four (4) parts:

i) Answer PART A in the True/False Answer Sheet

ii) Answer PART Bin the Objective Answer Sheet.
iii) Answer PART C and D in the Answer Booklet. Start each answer on a new page.

3. Do not bring any material into the examination room unless permission is given by the
invigilator.

4. Please check to make sure that this examination pack consists of:

i) the Question Paper

ii) an Answer Booklet- provided by the Faculty
iii) a True/False Answer Sheet- provided by the Faculty
iv) an Objective Answer Sheet- provided by the Faculty

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

This examination paper consists of 9 printed pages
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PART A

TRUE AND FALSE

Shade the letter 'T' if the statement is True and 'F' if the statement is False on the
True/False Answer Sheet.

1. Taxi is the most reliable and effective method of getting around in unfamiliar city.

2. When travel by air, it is encourage to nod and say "Hello~ to your row mates.

3. Flirting in the workplace is harmless unless the person you are flirting with does not
want to be the recipient.

4. Personal calls at workplace should not be done during office hours.

5. Always be willing to compromise your ideas and ethics with your officemates.

6. It is better to send individual gifts to your bosses rather than group gifts.

7. When you are invited to a racquet sports activity, you should arrive with the right gear
and the appropriate attire.

8. When a napkin is folded and placed beside the plate, it signals that you will be
returning.

9. When issuing an invitation for a married couple, both names should be mentioned.

10. A meeting should start on time or if needed it should not be delayed for more than 10
minutes.

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11. A business announcement should be simple and must includes the signature of the
sender.

12. A name tag should be worn on the right shoulder because that is where a person's
eye naturally wanders when shaking hands.

13. A short-sleeved shirt can be worn occasionally in a formal event.

14. You can ask a person with hearing impairment to teach on a sign language.

15. End an interview must be done with a firm handshake, strong eye contact, and a big
smile.

(Total: 15 marks)

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PARTB

MULTIPLE CHOICE

Choose the most appropriate answer for each question. Shade your choice on the Objective
Answer Sheet.

1. The term "Black Tie" in an invitation showed that a guest have to

wear_____~

a) slacks and sport coat

b) suit and tie
c) tuxedo
d) business suit

2. Hazardous foods include the followings, except

a) Spaghetti
b) French fries
c) Spare ribs
d) Steak

3. When making an appointment to visit someone else's office, you should specify

a) the list of menu to be served

b) how many people will attend
c) how long the meeting will last
d) the office equipments needed

4. A Socialite is a person w h o - - - - - - - -
a) wants to be recognized by others
b) wants everyone to have a good time
c) wants to do it all by himself/ herse~
d) wants to get things done now

5. If you are asked to guide a person with visual impairment, you should offer your

a) elbow
b) hand
c) finger
d) wrist

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6. When introducing two people of equal rank, you should------·

a) honor the friend in the same office over the guest from another office
b) honor the guest from another office over your friend in the same office
c) honor the boss from your office over the two people
d) honor the person with bigger salary

7. In dealing with business, who should start to open the door for others?

a) The first male worker to the door

b) The first person to the door
c) The first female worker to the door
d) The boss

8. When picking up the phone, it is necessary t o - - - - - - - -

a) use the speakerphone

b) ihink before you speak
c) stop whatever else you are doing
d) turn off your cell phone

9. A corporate letterhead should include the followings, except

a) Business address
b) Business name
c) Business email address
d) Business operating hours

10. In writing an email, it should n o t - - - - - - -

a) Using formal English language

b) Using all capital letters
c) W~h a touch of humour
d) With a professional standard

11. Robert's Rule of Order required a meeting to run as following except

a) making a motion for any ideas to be accepted

b) a moderator to chair the meeting
c) a moderator to recognize a participant in order for him/her to speak
d) a moderator to limit a time for each participant to speak

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12. A compliments should be done in the following manner, except

a) Politely
b) Promptly
c) Precisely
d) Privately

13. One of the staple colors in business wardrobe is _ _ _ _ _ _~

a) Khaki
b) Forest Green
c) Burgundy
d) Brown

14. Women that wear shoes with heels, it should not be higher than _ _ __

a) 1 inch
b) 2 inches
c) 2 % inches
d) 3 inches

15. Which of the following is not a suitable topic to start a conversation?

a) Current events
b} Nationally prominent sports
c) Politics
d) Recent film
(Total: 15 marks)

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PARTC

SHORT ESSAY

Answer ALL questions

QUESTION 1

Define the following

a) Faux Pas
b) Business Casual
c) Gypsy Cab
d) Memoranda
e) Hors d'oeuvres

(10 marks)

QUESTION 2

Based on the information given below, list down the differences between the types of
cocktails stated.

True cocktail party

Cocktail buffet

Cocktail Reception

(9 marks)

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QUESTION 3

Briefly explain on item that should be put in a to-do list when planning for a special event?

(8 marks)

QUESTION 4

What are the common mistakes that people usually make when using e-mail?
(6 marks)

QUESTION 5

List down the information that should be included in a business trip itinerary.
(7 marks)

(Total: 40 Marks)

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PARTD

ESSAY

Answer ALL Questions.

QUESTION 1

It is very important for an employer to act properly when interviewing or employing a disable
person. Discuss the rules of etiquette that should be practiced in dealing with the disable
person appropriately.
(15 marks)

QUESTION 2

Internet has been used widely in the business world in facilitating activities and operation of
an organization. However, internet usage should be used in a manner where civility should
always be considered. Briefly explain the proper practice in using internet at work.

(15 marks)

(Total: 30 Marks)

(Grand Total: 100 Marks)

END OF QUESTION PAPER

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