COMMUNICATION SKILLS AND RECORDS MANAGEMENT APRIL 2023 PAST PAPER

QUESTION ONE

1. List SIX guidelines that might be followed while constructing an effective questionnaire. (6 marks)

2. Explain FOUR intrapersonal barriers to communication. (4 marks)

3. Analyse FIVE ways in which technology could enhance the writing of business documents. (10 marks)

(Total: 20 marks)

QUESTION TWO

1. Outline FIVE non-verbal signals that could enhance team communication. (5 marks)

2. Explain FIVE types of sitting arrangements that could be adopted in a meeting. (5 marks)

3. Discuss FIVE common problems encountered in records management systems. (10 marks)

(Total: 20 marks)

QUESTION THREE

1. State SIX factors that could trigger team conflict. (6 marks)

2. Identify SIX steps that a filing clerk could follow to ensure effective retrieval of office records. (6 marks)

3. Giving examples, discuss FOUR functions of horizontal communication in an organisation. (8 marks)

(Total: 20 marks)

QUESTION FOUR

1. Highlight FOUR measures that a speaker could take to hold the audience’s interest throughout the presentation. (4 marks)

2. Confidentiality is an ethical concern with regard to virtual meetings.

State SIX measures that could be instituted to ensure confidentiality in virtual meetings. (6 marks)

3. Outline FIVE differences between “a report” and “a proposal”. (10 marks)

(Total: 20 marks)

QUESTION FIVE

1. Explain SIX receiver- oriented barriers to communication. (6 marks)

2. Analyse FOUR causes of informal communication in an organisation. (8 marks)

3. Based on their value, describe THREE categories of records in an organisation. (6 marks)

(Total: 20 marks)

QUESTION SIX

1. Highlight FOUR risks to security of records in an organisation. (6 marks)

2. Outline SIX guidelines for conducting effective audio conferences. (6 marks)

3. Describe FOUR stages of the electronic records life cycle. (8 marks)

(Total: 20 marks)

QUESTION SEVEN

1. Highlight FIVE reasons for selecting suitable filing equipment. (5 marks)

2. In relation to records, discuss FIVE strategies that could be used to ensure adequate preparedness for disaster management. (10 marks)

3. Summarise FIVE ways of ensuring efficient use of forms in an organisation. (5 marks)

(Total: 20 marks)

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