COMMUNICATION SKILLS AND RECORDS MANAGEMENT AUGUST 2023 PAST PAPER

MONDAY: 21 August 2023. 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. Outline SIX guidelines for drafting an effective memorandum. (6 marks)

2. Explain FOUR characteristics of active records. (4 marks)

3.  “Despite the popularity of online meetings, most organisations prefer face to face meetings”.

Discuss FIVE reasons which make face to face meetings preferable to online meetings. (10 marks)

(Total: 20 marks)

 

QUESTION TWO

1. Highlight SIX tips of holding an effective telephone conversation. (6 marks)

2. Explain FOUR characteristics of archived records. (4 marks)

3. Discuss FIVE benefits an organisation gains by using intranet. (10 marks)

(Total: 20 marks)

 

QUESTION THREE

1. Summarise FOUR benefits of destruction as a method of records disposal. (4 marks)

2. Highlight FOUR guidelines to be followed when preparing a circular. (4 marks)

3. Explain FOUR non-verbal cues that a speaker could use to deliver an effective presentation. (4 marks)

4. Analyse FOUR reasons why team communication is important to business success. (8 marks)

(Total: 20 marks)

 

QUESTION FOUR

1. State SIX objectives of writing minutes of a meeting. (6 marks)

2. Giving examples, distinguish between internal records and external records. (4 marks)

3. Communication noise is defined as anything that prevents a receiver from fully comprehending a message.
In relation to the statement above, analyse FIVE types of communication noise that could interfere with effective decoding of a message. (10 marks)

(Total: 20 marks)

 

QUESTION FIVE

1. Explain FOUR characteristics of a good press release. (4 marks)

2. Identify SIX ethical standards that might be maintained while preparing visual aids. (6 marks)

3. Discuss FIVE reasons why written communication is important to an organisation. (10 marks)

(Total: 20 marks)

 

QUESTION SIX

1. State THREE benefits of transferring records that are not used regularly. (3 marks)

2. Outline FIVE contents of a resume. (5 marks)

3. Identify FOUR guidelines followed when installing filing equipment in an office. (4 marks)

Describe FOUR measures that could be put in place while planning for an effective filing system.
(8 marks)

(Total: 20 marks)

 

QUESTION SEVEN

1. Describe THREE methods of delivering a speech. (6 marks)

2. Discuss THREE organisational factors that influence ethical dilemmas among employees. (6 marks)

3. Examine FOUR guidelines that could be followed to ensure confidentiality of records in an organisation. (8 marks)

(Total: 20 marks)

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