BIT1104A BCU100 KCA 100BAC 1104  BUSINESS COMMUNICATION SKILLS. KCA Past Paper

UNIVERSITY EXAMINATIONS: 2016/2017
ORDINARY EXAMINATION FOR THE DEGREES OF BACHELOR OF
SCIENCE IN INFORMATION TECHNOLOGY
BIT1104A BCU100 KCA 100BAC 1104 BUSINESS COMMUNICATION
SKILLS
FULLTIME/PART TIME/DISTANCE LEARNING
DATE: AUGUST, 2017 TIME: 2 HOURS
INSTRUCTIONS: Answer Question One & ANY OTHER TWO questions.

QUESTION ONE
a) Think about two recent conflicts that you had with other people, one conflict that you felt was
effectively resolved (C1) and one that you felt was ineffectively resolved (C2). The other people
involved could be co-workers, students, family members, friends, or members of an organization that
you are a member of. Answer the following questions:
i) Briefly describe C1 and C2. What type of conflict was involved in each of these incidents?
(6Marks)
ii) What was the source of conflict in C1 and C2? (4Marks)
iii) What conflict management strategies were used in C1 and C2? (6Marks)
iv) What could you have done differently to more effectively manage conflict in C2?
(2Marks)
v) How was conflict resolved in C1 and C2? (4Marks)
b) Explain the importance of communication in an organization. (6Marks)
c) What is the most striking thing that you have learnt in this unit? (2Marks)
QUESTION TWO
a) Describe the listening process. (10Marks)
b) Why do some managers find it difficult to be good listeners? (4Marks)
c) Explain how managers and improve their communication. (6Marks)
QUESTION THREE
a) Differentiate between verbal and non- verbal communication. (2Marks)
b) Describe the communication process. (10Marks)
c) Explain the methods of communication in your institution. (8Marks)
QUESTION FOUR
a) Explain how you can prepare for a job interview. (10Marks)
b) Describe the purposes of meetings. (5Marks)
c) List five qualities of a good meeting. (5Marks)
QUESTION FIVE
a) State the four skills of managers and administrators. (4Marks)
b) State the skills for writing reports. (6Marks)
c) Describe the needs theory of Abraham Maslow and explain its significance to a communicator.
(10Marks)

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