MONDAY: 21 August 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. State FIVE circumstances when written communication channels could be more appropriate than oral
communication channels. (5 marks)
2. Explain the term “effective communication”. (2 marks)
Highlight FIVE guidelines for effective oral communication. (5 marks)
3. Analyse FOUR reasons why upward communication is prone to distortion. (8 marks)
(Total: 20 marks)
QUESTION TWO
1. Outline FIVE elements of a formal meeting. (5 marks)
2. Identify FIVE features of an effective group discussion. (5 marks)
3. Discuss FIVE communication techniques that could enhance assertiveness. (10 marks)
(Total: 20 marks)
QUESTION THREE
1. Outline FOUR uses of non-verbal communication. (4 marks)
2. Analyse THREE ways in which the speaker could make use of audio-visual aids when making a presentation. (6 marks)
3. Describe FIVE qualities of a good team player. (10 marks)
(Total: 20 marks)
QUESTION FOUR
1. Highlight SIX factors that are considered when choosing a communication medium. (6 marks)
2. State FOUR guidelines for drafting an effective paragraph. (4 marks)
3. A team undergoes various stages of development while finding a solution to a problem.
Discuss the FIVE stages of a problem-solving process. (10 marks)
(Total: 20 marks)
SECTION II
QUESTION FIVE
1. Outline FIVE criteria used to evaluate a strong brand that enhances customer relations. (5 marks)
2. Identify FIVE strategies which a company could apply to recover from service failure. (5 marks)
3. Describe FIVE steps that could be followed in customer feedback collection process. (10 marks)
(Total: 20 marks)
QUESTION SIX
1. Enumerate SIX techniques that might be used to promote ethical values in customer service. (6 marks)
2. Identify SIX professional standards required for credit staff. (6 marks)
3. Discuss FOUR ways of using non-verbal communication during a negotiation process. (8 marks)
(Total: 20 marks)
QUESTION SEVEN
1. Outline FOUR features of an effective negotiation process. (4 marks)
2. Analyse FOUR challenges of implementing information technology in customer care. (8 marks)
3. Discuss FOUR components of an effective customer complaints management process. (8 marks)
(Total: 20 marks)
