IGNOU DMOP BSSI 11 Communication Skills Solved Assignment ENGLISH

Please make sure your assignment questions match your current IGNOU session

BSSI 011 (January 2026 - July 2026) - ENGLISH

Course Code: BSSI-011

Max. Marks: 100

Pass marks: 50%

Answer all questions

Q1.

Read the following passage and answer the questions given below:

1. Is talking on phone as easy as most of us believe it to be? And specially the days when almost certainly, our first job interview is likely to be on the phone? And what if we get employed in fields like tele-marketing or in customer support sections as tele-executive.

2. Face-to-face communication consists of three elements: words, tone of voice and body language. On the phone there is no way of reading the body language of a person. So what you say and the tone of your voice becomes much more important as does your ability to listen and respond. A good idea is to smile while talking on the phone. This will help in keeping your voice enthusiastic and cheerful!

3. When you make a business call or a call to a stranger (or even a personal call, for that matter) you should always, first of all, identify yourself. Give your name, and if it is a business call, your company's name and your position in the company to the person you are talking to. Speak slowly and clearly and say straightway why you are calling. It is best to state this immediately and clearly, though briefly. This way you can save a lot of time by not talking to the wrong person or at the wrong time.

4. The most important thing about making a phone call is to make it, if you have to, even if it is about something unpleasant. Do not make a call very early or too late in the day. Even before you greet the caller you should be clear in your mind about what you want to talk about and how much you wish to say. In fact, it is a good idea to mentally rehearse your talk. It is still more helpful to keep important papers handy to which you can refer as you talk, so that facts and figures are correct, and you don't have to hunt for them while the caller waits. It is also important to keep a clear and direct approach with a minimum of social chit-chat. Social chat is alright occasionally, when you are relaxed and on very friendly terms with the caller but it tends to waste time, both yours and the other person's, who might be busy when your call comes through. Do not talk to anyone else while you are talking on the phone. If for some reason you have to, and then put the other person on hold. Give concise, to-the-point answers if the listener has any queries and say you don't know, if you are asked about something you don't have any knowledge of. Do not pretend that you have all the answers if you don't. Say that you will ring the person back as soon as you have the correct information and do call

3 

back as you promised.

5. If it is an important call, make notes before you call so that you don't miss anything. Also, take notes during the call so that you can accurately recollect the information later. Jot down the name of the person who has called and address him by name. This helps in building rapport and leaves a better impression. In business calls it is also a good idea to send a fax or a letter confirming the decisions taken or agreements arrived at, over the phone. Names and numbers should always be repeated and spelt out, if necessary, to avoid mistakes.

6. An important fact about listening is that on an average a person listens in bits of 30 to 45 seconds at a time. Keep this in mind both when you make a call or receive one. Pause while speaking and your speech will be clear and will elicit a better response. Avoid using words such as like 'all that 'you know, etc., as well as nervous laughs. Eating and talking at the same time should also be avoided. Not only is it very rude, it also makes it very difficult for the other person to understand clearly what is being said. Remember also to reduce the volume of your TV or stereo when talking on the phone.

7. Remember to greet your listener properly at the beginning of a call and bid them farewell before ending the call. Tell the other person that the call was important to you and that it was a pleasure talking to him/her. And keep the phone gently on the hook. It is bad manners to bang the phone down at the end of a call. If you keep these things in mind, making and receiving phone calls should be a pleasure, not a chore.

(a) Answer the questions given below:

2 each 10 Marks

(i) How is face-to-face communication different from talking on the phone?

(ii) What important facts about listening should we keep in mind while talking on the phone? How do we deal with this fact?

(iii) How should we prepare for an important call? Discuss

(iv) List two things we must not do when talking on the phone.

(v) What are some of the ways in which you can create a good impression about yourself on phone?

(b) Give antonyms of the following words from the text. You may use prefixes as well:

5 Marks

(i) Easy

() ability (ii) clearly

(iv) minimum (v) rude

(c) Make sentences of the following words from the text:

5 Marks

(1)Enthusiastic

(body language

(ii) unpleasant

(iv) concise

(v) rapport 

Q2. Write short notes on any two of the following:

20 Marks

(i) Work ethics at the workplace

(ii) The importance of keeping fit at the workplace

(iii) Preparing for an interview

(iv) Mechanics of writing a report

(v) The importance of web tools in your job

Q3. (a) Write the correct modal verb into the box.

5 Marks

can, couldn't, have to, might, must, ought to, shouldn't, was able

1. It's very cold today. Do you think it snow later?

2. You leave your door unlocked when you go out.

3. They have filled the car with petrol before they set off.

4. My motor bike broke down in the middle of nowhere, but luckily I to fix it.

5. Mum says we watch TV after we've finished our homework.

(b) Put the words in brackets in the correct place in the sentences:

5 Marks

(i) We go to conferences. (Often)

(ii) I work late. (Never)

(i) There have been problems with our suppliers. (Rarely)

(iv) The company went bankrupt. (Nearly)

(v) We would have accepted the offer. (Certainly)

(c) Fill in the blanks with the correct prepositions:

5 Marks

(i) What do you usually do........... the evenings?

(ii) You must definitely come here 7.15 am. You can come earlier if you like.

(iii) Have you ever been... Egypt?

(iv) I met my friend......... a dance.

(v) We met them when we were Holiday.

(d) Complete the following sentences using the correct form of verb given in the brackets:

(i) The Carpet .......a lot of stains. (have)

5 Marks

(ii) Gupta and Sons.. a famous Grocery chain. (be)

(iii) Both the twins alike. (look)

(iv) Politics. a large part of our life. (play)

(v) During a famine, the poor more than the rich. (suffer)

Q4. (a)You participated in a torch procession, protesting against the rise of CNG prices frequently in the recent months. Write a report of the event. You may talk about the people who participated, some of their views on this issue, its impact on the common man and solutions to this problem.

10 Marks

(b) What are the features of a memo? Briefly enumerate the points you should keep in mind while writing a memo?

10 Marks

Q5. What do you understand by Web 2.0 tools? Explain the main features of Web 2.0? Give a few examples.

10 Marks

Q6. Write a letter to a Director/ Professor, asking him/her if you can mention him/her as a referee in your CV and whether he/she will be willing to provide a reference for you when needed.

10 Marks

Include the following points:

A reminder of who you are (professors teach hundreds of students and should be able to remember who you are)

Request for permission to name him/her as a referee

inform them about where you are applying -it could be an Institute of Higher Education or a business organization

Last Date for Submission of Assignment (After completing one year of study)

For January 2026 batch students, appearing in Dec 2026 TEE Exam, before 30th Sept 2026

For July 2026 batch students, appearing in June 2027 TEE Exam, before 31st March 2027

 

BSSI 11 2025 - English

Course: Communication Skills

Course Code: BSSI-011

Max. Marks: 100

Answer all questions, Pass Marks is 50%

Q1. Read the following passage and answer the questions given below:

In the true sense it would mean physical, emotional, intellectual and social aspects all synchronized into one whole that radiates positive energy. A healthy workforce means positive energy, enthusiasm, cordiality, and cooperation, all flowing through the employees to create an atmosphere that guarantees productivity of a high standard.

However, in order for a workforce to be healthy, it is necessary that the workplace be healthy too. Creating a healthier workplace is not necessarily easy, but the end results are well worth the effort. Robust workplace health can have several positive results for employers, such as improved productivity, decreased absenteeism, improved retention and recruitment, better employee relations, improved health and hence reduced health benefit costs. Additionally, it could mean improved corporate culture and image, resulting in better quality of potential employees wishing to join the workforce.

For the employee, working in an organization that pays attention to all aspects of employee wellness could mean higher level of commitment, increased enthusiasm at work, recognition of hard work, resulting in better compensation and advancement opportunities, loyalty and a feeling of belonging, and above all, job satisfaction.

Overall, a healthy workforce is a win-win situation for both the employee and the employer. At the same time, they are both responsible for creating and maintaining this feeling of wellness.

In the listening section we will deal with how the employer and the employees can contribute towards increasing mental and physical fitness at the workplace.

 

Answer the following questions based on the passage you have just read.

1. What are the four aspects of fitness mentioned in the reading passage?

2. What qualities does the passage list as a guarantee for a highly productive workforce?

3. How does an organization benefit from a happy and healthy workforce?

4. How does an employee benefit from working in an organization that is concerned about employee wellness? 

Q.2 You participated in a procession protesting against the rise of food prices in the recent months.

Write a report of the event. You may talk about the people who participated, some of their views on this issue, its impact on the common man and solutions to this problem.

Q.3 Given below are some answers. Frame appropriate questions to the answers given below:

The first one has been done for you.

Example: I wrote to Mr. Sharma.

Question: Who did you write to?

1. I phoned her yesterday afternoon.

____________________

2. He went to Cincinnati.

____________________

3. No, I didn't see the memorandum.

___________________

4. I spoke to the Vice-President's secretary.

____________________

5. The weather was great

.____________________

Q.4 Enlist at least 5 common habits that you think do not contribute to a person's personality.

Q.5 Complete the given text on Portfolios by choosing the most appropriate option from the three (3) choices given in brackets.

A portfolio is a (i) ______________ (job-hunting/job- getting/job-gaining) tool that you can

(ii) ______________ (evolve/make/develop), that gives employers a (complete/whole/big)

picture of who you are your education, your experience, your accomplishments, your skill sets and

whether you have the (iii) _____________ (skill/potential/strength) to become much more than

what you claim in your cover letter and resume.

A portfolio is not (iv) ______________ (very/completely/absolutely) necessary. But if you

want to get an edge, make an impact, or in short do everything possible to get a job, then it is a

good idea to have a portfolio when (v)____________

(preparing/interviewing/showcasing) for professional positions.

Q.6 What are the main features of Web 2.0? What do you understand by Web 2.0 tools?

Give a few examples.

Q.7 Answer the questions given below briefly using (PREPOSITION) on, in or at in your answers. The first one has been done for you:

a. When did you last go on a holiday?

Ans. In the summer.

b. When did you get to work this morning?

c. When did you last visit Agra?

d. When did you last go to the dentist?

e. When does the train reach Mumbai?

f. When does the bank open?

g. When did you last go to see a cinema?

h. When did you start this exercise?

i. When did you reach home last night?

j. When did you last go to a meeting?

Q.8 Briefly enumerate the points you should keep in mind while writing a report?

Q.9 Rewrite the following sentences choosing the correct form of the verbs given in the brackets:

1. All the thieves ____________ sent to jail. (was/were)

2. Neither of them ____________ done the work. (have/has)

3. Mittal and Sons ___________ a well-known legal firm. (is/are)

4. Hard Times ___________ written by Charles Dickens. (were/was)

5. Economics ___________ an interesting subject. (are/is)

6. Five hundred rupees ____________ a big amount for him. (is/are)

7. This girl or that boy _____________ thrown the stone. (has/have)

8. Sons and Lovers ____________ a famous English novel. (are/is)

9. Rice and curry ____________ easy to cook. (are/is)

10. Fifteen days ____________ a very short period. (is/are)

Q 10. Out of the given choices, identify the suitable action word to complete the given sentences.

1. I was successful in ________________- of our company. the interest of many villagers in the life insurance scheme

a. generating b. producing c. devising

d. creating

2. My work in the insurance sector _______________ the villages. interaction with many illiterate people in

a. consisted

b. managed

c. involved d. had

3. In the general office the secretaries _______________ all word processing and typing.

a. handle

b. expedite

c. assist

d. organize

4. I can _______________ with difficult customers without losing my patience.

a. talk

b. handle

c. look after

d. deal

5. During my internship ________________ the skill of working as part of a team.

a. gained

b. learnt

c. made

d. achieved

Last Date for Submission of Assignments (after completing one year of study)

For Jan 2025 batch students appearing in December 2025 TEE Exam, before 30th Sept 2025

For July 2025 batch students appearing in June 2026 TEE Exam, before 31st March 2026

Or as and when notified by the University from time to time.

Please visit IGNOU website ignou.ac.in

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