MONDAY: 24 April 2023. Afternoon Paper. Time Allowed: 3 hours.
Answer any THREE questions in SECTION I and any TWO questions in SECTION II. ALL questions carry equal marks. Do NOT write anything on this paper.
SECTION I
QUESTION ONE
1. Highlight SIX strategies for improving internal communication in an organisation. (6 marks)
2. Outline SIX guidelines of overcoming barriers to cross-cultural non-verbal communication. (6 marks)
3. Analyse FOUR causes of poor group dynamics. (8 marks)
(Total: 20 marks)
QUESTION TWO
1. State SIX requirements of an effective notice of a meeting. (6 marks)
2. Identify FOUR factors that could be considered when using a group to make decisions. (4 marks)
3. Explain FIVE characteristics of a good sentence. (10 marks)
(Total: 20 marks)
QUESTION THREE
1. Outline FIVE objectives of lateral communication. (5 marks)
2. Highlight FIVE challenges encountered in the storming stage of team development. (5 marks)
3. Discuss FIVE roles played by participants in a meeting. (10 marks)
(Total: 20 marks)
QUESTION FOUR
1. Summarise FIVE advantages of video conferencing. (5 marks)
2. State FIVE circumstances under which oral channels of communication might be more appropriate than written communication. (5 marks)
3. In the context of oral presentations, explain FIVE characteristics of effective feedback. (10 marks)
(Total: 20 marks)
SECTION II
QUESTION FIVE
1. Highlight SIX strategies that could be used to handle angry customers. (6 marks)
2. Describe FOUR follow-up methods likely to be used by customer relationship managers. (8 marks)
3. Discuss THREE approaches to negotiation. (6 marks)
(Total: 20 marks)
QUESTION SIX
1. Outline FOUR features of an automated customer satisfaction information system. (4 marks)
2. Identify SIX ethical practices in ensuring privacy of customers’ data in an organisation. (6 marks)
3. Explain FIVE ways in which internet has revolutionised customer service. (10 marks)
(Total: 20 marks)
QUESTION SEVEN
1. Highlight SIX approaches that an organisation could use to retain satisfied customers. (6 marks)
2. Explain SIX ways that could be used to measure performance of call center agents. (6 marks)
3. Describe FOUR stages of the negotiation process. (8 marks)
