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Business Studies · 2026 · 6 marks
CBSE 2026 · Region 2 · Set 3 · Q34
(a) Explain any four psychological barriers to communication.
(a)
Explain any four psychological barriers to communication.
OR
(b)
Explain first four steps in the process of controlling.
Marking-scheme solution
Psychological barriers to communication:
(i)
Premature evaluation
Sometimes people evaluate the meaning of message before the sender completes his
message. Such premature evaluation may be due to pre-conceived notions or
prejudices against the communication.
(ii)
Lack of attention
The pre-occupied mind of receiver and the resultant non-listening of message acts as a
major psychological barrier. This happens when the receiver is preoccupied and does
not grasp the message.
(iii)
Loss by transmission and poor retention
When communication passes through various levels, successive transmissions of the
message results in loss of, or transmission of inaccurate information. Poor retention
happens when people cannot retain the information for a long time if they are
inattentive or not interested.
(iv)
Distrust
Distrust between communicator and communicate acts as a barrier. If the parties do
not believe each other, they cannot understand each other’s message in its original
sense.
OR
Q.(b) Explain first four steps in the process of controlling.
First four steps in the process of controlling:
(i)
Setting Performance Standards
§ Standards are the criteria against which actual performance would be
measured. Standards can be set in both quantitative as well as qualitative
terms.
§ It is important that standards should be flexible enough to be modified due
to changes taking place in the internal and external business environment.
(ii)
Measurement of Actual Performance
§ Performance should be measured in an objective and reliable manner and in
the same units in which standards are set
§ There are various techniques for measurement of performance like personal
observation, sample checking, performance reports etc. Measurement of
work should be done during the performance, wherever possible.
(iii)
Comparing Actual Performance with Standards
§ This involves comparison of actual performance with the standard.
§ Such comparison will reveal the deviation between actual and desired results.
(iv)
Analysing Deviations
Analysis of deviations is done through Critical Point Control and Management by
Exception to find out the causes of deviation.
§ Critical point control refers to focusing on key result areas which are critical to the
success of an organisation as it is neither economical nor easy to keep a check on
each and every activity in an organisation.
§ Management by Exception helps in identifying only significant deviations which
go beyond the permissible limit and bringing them to the notice of the
management. It is based on the belief that an attempt to control everything results
in controlling nothing.
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CBSE Class 12 Business Studies past-paper question from the 2026 board exam, with the answer as CBSE’s own marking scheme gives it. Where our answers come from.