COMMUNICATION SKILLS AND RECORDS MANAGEMENT AUGUST 2022 PAST PAPER

MONDAY: 1 August 2022. Afternoon paper. Time Allowed: 3 hours.

Answer any FIVE questions. ALL questions carry equal marks. Do NOT write anything on this paper.

QUESTION ONE

1. Discuss five roles that effective communication plays in an organisation. (10 marks)

2. Explain the meaning of the following models of communication:

Linear communication model. (2 marks)

Interaction model of communication. (2 marks)

Transactional communication model. (2 marks)

3. Highlight four components of the communication process. (4 marks)

(Total: 20 marks)

QUESTION TWO

1.  Summarise four “chains of grapevine communication” as proposed by Prof. Keith Davis. (8 marks)

2.  Outline four ways through which the following types of communication can be made more effective:

Visual communication. (4 marks)

Written communication. (4 marks)

3. Identify four elements included in a circular letter. (4 marks)

(Total: 20 marks)

QUESTION THREE

1. Identify six types of non-verbal communication. (6 marks)

2. Your company recently advertised a position for a communication officer. The human resource department received ten applications.

Required:
Examine five steps that could be followed in conducting interviews for the above ten candidates. (4 marks)

Explain five types of interview tests that may have been administered during the interview. (10 marks)

(Total: 20 marks)

QUESTION FOUR

1.  Discuss five principles of good record keeping practices in a business organisation. (10 marks)

2.  Summarise five methods of disposing records used in organisations. (5 marks)

3.  Highlight five uses of internet in an organisation. (5 marks)

(Total: 20 marks)

QUESTION FIVE

1. Examine five measures that an organisation could take to ensure effective records management. (10 marks)

2. Analyse three parts of a research report. (6 marks)

Outline four uses of a budget report. (4 marks)

(Total: 20 marks)

QUESTION SIX

1. Evaluate four causes of ethical lapse in the communication process. (8 marks)

2. Explain the meaning of “wireless technology”. (2 marks)

Suggest five uses of a wireless communication system in an organisation. (10 marks)

(Total: 20 marks)

QUESTION SEVEN

1.  Summarise six indicators of an active audience in a presentation. (6 marks)

2.  Assess four barriers to effective cross-cultural communication in an organisation. (8 marks)

3.  Explain three main parts of a well-structured presentation. (6 marks)

(Total: 20 marks)

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