MONDAY: 5 December 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. State FOUR characteristics of non-verbal communication. (4 marks)
2. Explain FOUR benefits of effective listening. (8 marks)
3. Analyse FOUR factors that make business letters valuable communication tools in an organisation. (8 marks)
(Total: 20 marks)
QUESTION TWO
1. Outline FOUR preparatory duties performed by a secretary before a meeting is convened. (4 marks)
2. You have been appointed as a communications manager in an organisation.
Explain FOUR ways in which you could use the 7Cs of communication. (8 marks)
3. Discuss FOUR causes of informal communication in an organisation. (8 marks)
(Total: 20 marks)
QUESTION THREE
1. Highlight FOUR characteristics of a good presenter. (4 marks)
2. Explain the strategies that could be applied to overcome the following barriers to communication:
Use of jargons. (2 marks)
Difference in perception. (2 marks)
Distortion. (2 marks)
Information overload. (2 marks)
3. You have been asked to design a questionnaire to collect information on staff motivation in your organisation.
Highlight EIGHT guidelines that you would take into account to ensure employees fill the questionnaire. (8 marks)
(Total: 20 marks)
QUESTION FOUR
1. Explain the meaning of the term “ethical communication”. (2 marks)
Discuss FOUR reasons why ethical communication is essential in an organisation. (8 marks)
2. You have been invited to give a public speech in a youth seminar.
Analyse FIVE techniques you could use to arouse the audience at the introduction stage of the speech. (10 marks)
(Total: 20 marks)
QUESTION FIVE
1. Highlight FIVE factors that could be considered when designing a brochure for an organisation. (5 marks)
2. Identify FIVE ways in which wireless technology has enhanced modern communication. (5 marks)
3. Describe FIVE factors that might be considered when communicating with people from different cultures. (10 marks)
(Total: 20 marks)
QUESTION SIX
1. Highlight FOUR common complaints on the use of emails at the workplace. (4 marks)
2. With reference to meetings:
Explain THREE differences between “minutes” and “resolutions”. (6 marks)
Discuss FIVE strategies that could be applied in an organisation to overcome barriers associated with ineffective meetings. (10 marks)
(Total: 20 marks)
QUESTION SEVEN
1. State FOUR objectives that could be achieved by using upward communication channels. (4 marks)
2. Highlight FIVE factors that might be considered when replying to a request for credit from a loyal customer. (5 marks)
3. Outline FIVE uses of bullets in a business letter. (5 marks)
4. Summarise SIX factors that might be put into consideration when writing a business report. (6 marks)
(Total: 20 marks)
