UNIVERSITY EXAMINATIONS: 2018/2019
EXAMINATION FOR THE DEGREE OF BACHELOR OF SCIENCE IN
INFORMATION TECHNOLOGY/ BACHELOR OF BUSINESS IN
INFORMATION TECHNOLOGY/ BACHELOR OF SCIENCE IN
APPLIED COMPUTING/SOFTWARE DEVELOPMENT
BIT1104A BUSINESS COMMUNICATION SKILLS
FULL TIME/PART TIME/DISTANCE LEARNING
DATE: DECEMBER, 2018 TIME: 2 HOURS
INSTRUCTIONS: Answer Question One & ANY OTHER TWO questions.
QUESTION ONE
a) Describe how technology affects managerial communication. (5Marks)
b) State five active listening behaviors (5Marks)
c) Explain the importance of communication in an educational institution.
(8Marks)
d) Explain how the steps to prepare for a job interview. (10Marks)
f) Differentiate between verbal and non-verbal communication. (2Marks)
QUESTION TWO
a) Discuss five ways to overcome the barriers to effective interpersonal communication.
(10Marks)
b) Explain the three benefits of using visual aids in a speech. (6Marks)
c) Explain the functions of feedback. (4Marks)
QUESTION THREE
a) Identify five characteristics of a good report. (5 Marks)
b) State five qualities of a good meeting and explain how managers can use meetings to
motivate staff.
(8Marks)
c) Differentiate between formal and informal channels of communication. (4Marks)
d) Explain the significance of sharing in our day to day life. (3Marks)
QUESTION FOUR
a) Explain the benefits that a manager derives from enhancing effective interpersonal
relationships in the organization. (8Marks)
b) You are the manager of Classic Enterprises. One of your valued customers has written
you a letter complaining about delivery of defective goods. Write a reply.
(8Marks)
c) Explain a good or bad customer care experience you had at KCA University.
(4Marks)
QUESTION FIVE
a) Give any three methods that can be used in solving a conflict. (6Marks)
b) Write an essay on the positive and negative effects of the social media among the youth.
(10Marks)
c) Why is it important for managers to understand different cultural backgrounds of the
employees? (4Marks)
