NPTEL Soft Skill Development Week 5 Assignment Answers 2024

1. The ability to incorporate feelings into analysis, reasoning, problem solving and decision making is called_____________.

(a) Emotional facilitation of thoughts
(b) Emotional management

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3. The whole essence of emotional management is understanding one’s own emotions and other’s to deal with the situation. This statement is.

(a) True
(b) False

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4. When a change is initiated in an organization, it leads to a state of __________.

(a) Equilibrium
(b) Disequilibrium

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5. Which part of the Limbic system is responsible for formation of emotional pathways?

(a) Hypothalamus
(b) Hippocampus
(c) Amygdala
(d) None of the above

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6. Studies show that we start to develop empathy at the age of ____________.

(a) Two
(b) Three
(c) Four
(d) Five

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7. Selective perception takes place in a communication cycle wherein the receiver in the communication process selectively sees and hears elements of communication based on ____________ experience, background, and other personal characteristics.

(a) sender’s
(b) receiver’s own
(c) situational
(d) psychological

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8. Refreezing is a stage which characterizes ___.

(a) Attempting to create a new state of affairs
(b) Incorporating the changes, creating and maintaining a new organizational system
(c) Recognizing the need for change
(d) All of the above

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9. Which of the following is an example of intrapersonal communication?

(a) Talking in telephone
(b) Day-dreaming
(c) Interacting in social media
(d) None of the above

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10. What is the basic feature of an intrapersonal communication?

(a) Self-concept
(b) Expectation
(c) Persuasion
(d) None of the above

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11. Which part of limbic system called the “the seat of all passions”?

(a) Brain stem
(b) Hippocampus
(c) Amygdala
(d) Limbic system

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12. Which of the following best describes the role of empathy in customer support?

(a) Quickly resolving issues to minimize the time spent on each customer.
(b) Understanding and addressing the customer’s feelings and concerns to provide a supportive and personalized service.
(c) Strictly adhering to company policies, regardless of the customer’s emotional state.
(d) Providing technical solutions without considering the customer’s emotional needs.

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13. What are the external factors that can influence organizational change?
A. Political
B. Environmental
C. Economic
D. Technological

(a) Only A is true
(b) Both A and B are true
(c) Both A and D are true
(d) All A, B, C, and D are true

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14. What are the two personal competencies?

A. Self-awareness
B. Self-management
C. Social-awareness
D. Relationship management

(a) Only A is correct
(b) Both A and B are correct
(c) Both C and D are correct
(d) Both A and D are correct

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15. Which of the following statements best reflects the understanding of empathy development?

(a) Empathy is entirely an innate trait and cannot be developed through experience.
(b) Empathy is a combination of both innate tendencies and learned behaviours that can be nurtured through experiences and practice.
(c) Empathy is solely a learned skill that one can develop through social interactions and education.
(d) Empathy is irrelevant in professional settings and only matters in personal relationships.