Communication Skills Revision Kit – Click to download sample

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TOPIC 1

 INTRODUCTION TO COMMUNICATION

QUESTION 1

April 2026 Question One A, B and D

(a) Accurate Financial Advisory Firm has recently received complaints from clients that some consultants give unclear explanations when discussing investment products. In several cases, clients leave consultations without fully understanding the risks, expected returns, terms and conditions attached to the financial advice provided. The management is concerned that this communication gap could reduce client confidence, increase dissatisfaction and damage the firm’s reputation. The firm therefore believes that strengthening the communication and listening skills of its consultants will help clients better understand the advice given and improve overall client relationships.

• Outline TWO components of the communication process that could influence how financial information is delivered to clients.                  (2 marks)
• In relation to the need for consultants to better understand clients’ financial concerns and expectations, examine FOUR listening techniques they could apply during client consultations.                                                                       (6 marks)

(b) With reference to the situation at Accurate Financial Advisory Firm, explain FOUR measures that the management could implement to improve communication between consultants and clients.                                                                                              (4 marks)

d) Discuss SIX benefits the firm might derive from maintaining effective communication with its clients (6 marks)

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QUESTION 2

April 2026 Question Four C

Explain SIX principles that should guide effective written communication in organisations.    (6 marks)

 

QUESTION 3

December 2025 Question Two B and C

(b)    Summarise FIVE benefits to employees from effective communication systems at the workplace.  (5 marks)

(c)      Analyse FIVE personal attributes that could hinder effective communication among employees.             (10 marks)

 

QUESTION 4

August 2025 Question One B

Describe THREE characteristics of communication.           (6 marks)

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QUESTION 5

August 2025 Question Four C

Discuss FIVE ways in which effective communication contributes to the growth of businesses.         (10 marks)

QUESTION 6

August 2025 Question Five A

Discuss FIVE ways in which barriers to communication could affect performance in an organisation.         (10 marks)

 QUESTION 7

August 2025 Question Seven B

Highlight FIVE barriers to effective verbal communication in an organisation.   (5 marks)

QUESTION 8

April 2025 Question One A and B

1. Highlight FOUR functions of a receiver in a communication process.       (4 marks)
2. Analyse FOUR barriers to effective verbal communication.        (8 marks)

QUESTION 9

December 2024 Question Two A and B

• Identify FOUR reasons why managers use downward communication in an organisation.  (4 marks)
• Highlight FOUR characteristics of formal communication.     (4 marks)

QUESTION 10

December 2024 Question Three B

Cite FIVE circumstances under which a manager may prefer to communicate through email compared to other modes of communication.             (5 marks)

QUESTION 11

December 2024 Question Six B

Examine FIVE disadvantages of informal communication to an organisation.  (10 marks)

QUESTION 12

August 2024 Question One A and B

• Highlight FOUR qualities of a well-organised message. (4 marks)
• Outline SIX factors to consider when choosing the written channel of communication. (6 marks)

QUESTION 13

August 2024 Question Seven C

Summarise FIVE intrapersonal barriers to effective communication.         (5 marks)

QUESTION 14

December 2023 Question Four C

Analyse FOUR benefits of giving feedback to customers in an organisation.     (8 marks)

 QUESTION 15

August 2023 Question Two A

Identify FIVE roles of a receiver in eliminating barriers to communication.   (5 marks)

QUESTION 16

August 2023 Question Five B

Examine FOUR categories of communication barriers that occur within the communication process.         (8 marks)

 QUESTION 17

April 2023 Question Three B

Explain FIVE techniques that could be used while creating effective persuasive messages.           (5 marks)

QUESTION 18

April 2023 Question Five C

Analyse FOUR communication barriers that might be caused by the organisation set-up (8 marks)

QUESTION 19

December 2022 Question Two B

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)

 QUESTION 20

December 2022 Question Three B

Explain the strategies that could be applied to overcome the following barriers to communication:

(i)     Use of jargons.             (2 marks)

(ii)    Difference in perception.      (2 marks)

(iii)   Distortion.             (2 marks)

(iv)    Information overload.              (2 marks)

 QUESTION 21

August 2022 Question One B

Explain four roles of a sender in the communication process.        (4 marks)

QUESTION 22

August 2022 Question Four B

Explain four physical barriers to effective communication.         (4 marks)

 QUESTION 23

August 2022 Question Seven C

Discuss four organisational barriers that might interfere with the transmission of information in an organisation.          (8 marks)

QUESTION 24

April 2022 Question Four A

Propose five strategies that could be used to overcome sender-oriented barriers in a telephone conversation.          (5 marks)

 QUESTION 25

August 2021 Question Five A

Highlight four causes of barriers to lateral communication in an organisation.   (4 marks)

 QUESTION 26

April 2021 Question Six C

Explain four psychological barriers to effective communication.       (4 marks)

 QUESTION 27

November 2019 Question Five B

Explain five benefits of an effective internal communication system to an organisation. (5 marks)

QUESTION 28

November 2019 Question Five C

Discuss five factors which should be considered while selecting a medium of communication.          (10 marks)

 QUESTION 29

May 2018 Question Six D

Describe five characteristics of effective business communication.        (5 marks)

 QUESTION 30

May 2018 Question Seven B

Discuss six factors that should be considered while selectin2 an appropriate media for communication.            (12 marks)

 QUESTION 31

May 2017 Question Seven B

Identify six measures that a speaker should take to ensure clarity.       (6 marks)

 QUESTION 32

May 2016 Question Five C

Discuss four principles of effective communication.          (8 marks)

 QUESTION 33

May 2016 Question Six C

• Explain the term “bypassed instructions” in relation to barriers to communication (2 marks)

• Describe how one could overcome the barrier identified in (c)(i) above. (6marks)

 QUESTION 34

November 2015 Question Five A

In the context of communication process, explain the term “information richness”. (2 marks)

QUESTION 35

November 2015 Question Six B

Describe six stages in the communication process.      (12 marks)

 QUESTION 36

November 2015 Question Seven C

Describe four basic channels of communication.         (8 marks)

 QUESTION 37

September 2015 Question Six B

In relation to international trade, explain the meaning and relevance of the acronym “CIF”.       (4 marks)

 QUESTION 38

September 2015 Question Six C

OkiliAbuor is determined to sell her carvings in Japan. However, the only two languages she knows are English and Dholuo which are foreign to most of her prospective clientele.

Explain how OkiliAbuor can overcome the challenge.     (10 marks)

 

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