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INTRODUCTION

 Following our continued effort to provide quality study and revision materials at an affordable price for the private students who study on their own, full time and part time students, we partnered with other team of professionals to make this possible.

 

This Revision kit book (Question and answers) contains kasneb past examination past papers and their suggested answers as provided by a team of lecturers who are experts in their area of training. The book is intended to help the learner do enough practice on how to handle exam questions and this makes it easy to pass kasneb exams.

 

 GENERAL OBJECTIVE

This paper is intended to equip the candidate with the knowledge, skills and attitude that will enable him/her to communicate clearly and concisely orally and in writing in formal and informal situations.

 

2.0 LEARNING OUTCOMES

A candidate who passes this paper should be able to:

• Communicate effectively in an organisation.
• Prepare and design different types of business documents
• Hold effective face to face and telephone conversations.
• Use non-verbal cues effectively in communication
• Demonstrate effective presentation skills.
• Apply the protocols of team and virtual groups’ communication.
• Write formal reports and proposals.
• Apply information technology in communication.
• Communicate ethically.

 

CONTENT

1 Introduction to communication

• Meaning of communication
• Role of communication in an organisation
• Elements of communication
• The communication process
• Principles of effective communication
• Essential of an effective communication system
• Barriers to effective communication

 

2. Types of communication

• Formal and informal communication
• Flow of communication in an organisation
• Grapevine communication
• Internal and external communication
• Interpersonal and intrapersonal communication
• Cross-cultural communication
• E-mail
• Visual communication – graphs/charts/tables/diagrams/pictures

 

3. Oral communication

• Meaning of oral communication
• Importance of oral communication
• Types of oral communication-face to face and telephone conversations
• Effective listening-The listening process, principles of effective listening, listening techniques, barriers to effective listening
• Interviews-types, purpose, preparation and conduct of interviews
• Persuasive communication- meaning, objectives, creating persuasive messages, approaches to persuasion

 

4. Non-verbal communication

• Meaning and importance of non-verbal communication
• Forms of non-verbal communication
• Effective use of non-verbal communication
• Barriers to effective non-verbal communication`

 

5. Writing skills

• Sentence construction and paragraph development
• Business letters
• Memorandum
• Posters and notices
• Forms and questionnaires
• Circulars and newsletters
• Advertisements and publicity materials
• Documents used in business transactions – letter of enquiry, catalogue, quotation, purchase order, invoice, credit note, debit note, others
• V and resume

 

6. Public speaking and presentation

• Effective presentation skills
• Audience analysis
• Selecting and researching the topic
• Preparation and organisation of an effective presentation
• Structure of presentation
• Presentation aids
• Public speeches-structure and delivery of public speeches
• PowerPoint presentations

  

7. Group and team communication

• Group communication networks
• Team communication
• Communicating in virtual groups and teams-group e-mails, what’s app groups, social media
• Meetings- types, role of members, preparation, conduct, documents used in meetings
• Conferences and symposia

 

8. Report and proposal writing

• Types and purpose of reports
• Structure and content of reports
• Types and uses of proposals
• Structure and content of proposals
• Writing of formal reports and proposals

 

9. Information technology and communication

• Role and impact of technology in communication
• Communication networks- internet, intranet and extranet
• Teleconferencing and video conferencing
• Webinar
• Wireless technology

 

10. Ethics in communication

• Role of ethical communication in an organisation
• Principles of ethical communication
• Ethical issues in communication
• Enhancing ethical communication in an organisation
• Factors influencing ethical communication
• Ethical dilemmas in communication
• Handling ethical dilemmas in communication

 

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PART A

SAMPLE QUESTIONS

 

 

TOPIC 1

 

INTRODUCTION TO COMMUNICATION

 

QUESTION 1

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 2

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 3

August 2022 Question One B

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

 

QUESTION 4

August 2022 Question Four B

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

 

QUESTION 5

August 2022 Question Seven C

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

 

QUESTION 6

Apri 2022 Question Four A

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

 

QUESTION 7

August 2021 Question Five A

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

 

QUESTION 8

April 2021 Question Six C

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

 

 QUESTION 9

November 2019 Question Five B

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

 

QUESTION 10

November 2019 Question Five C

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

 

QUESTION 11

May 2018 Question Six D

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

 

QUESTION 12

May 2018 Question Seven B

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

 

QUESTION 13

May 2017 Question Seven B

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

 

QUESTION 14

May 2016 Question Five C

Discuss four principles of effective communication.                                       (8 marks)

 

QUESTION 15

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 16

November 2015 Question Five A

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

 

QUESTION 17

November 2015 Question Six B

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

 

QUESTION 18

November 2015 Question Seven C

Describe four basic channels of communication.     (8 marks)

 

 

QUESTION 19

September 2015 Question Six B

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

 

QUESTION 20

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)

 

SAMPLE WORK

Complete copy of CPA COMMUNICATION SKILLS Revision Kit is available in SOFT copy (Reading using our MASOMO MSINGI PUBLISHERS APP) 

Phone: 0728 776 317

Email: info@masomomsingi.com

 

 

PART B

SUGGESTED ANSWERS FOR PAST PAPERS EXAMINATION QUESTIONS

 

TOPIC 1

 

INTRODUCTION TO COMMUNICATION

 

 

 QUESTION 1

December 2022 Question Two B

Ways in which a communications manager can use the 7Cs of communication .           

The 7Cs of communication is a framework that can help communications managers ensure that their messaging is clear, concise, and effective. Here are some ways that a communications manager can use the 7Cs of communication:

1. Clarity: Make sure the message is clear and easy to understand. Use simple language and avoid jargon or technical terms that may be unfamiliar to the audience.
2. Concision: Keep the message brief and to the point. Avoid unnecessary details or tangents that may distract from the main message.
3. Completeness: Make sure the message includes all relevant information. Don’t leave out important details or context that the audience needs to understand the message.
4. Context: Consider the context in which the message will be received. What do the audience already know about the topic? What are their expectations or needs?
5. Correctness: Check for errors in grammar, spelling, and punctuation. Make sure the message is factually accurate and unbiased.
6. Concreteness: Use concrete examples and specific details to make the message more relatable and memorable.
7. Credibility: Establish credibility by using reliable sources and demonstrating expertise on the topic.

 

 QUESTION 2

December 2022 Question Three B

Strategies that could be applied to overcome the following barriers to communication:

(i) Use of jargons: One strategy to overcome the use of jargons is to define the terms being used and provide context for how they are being used in the conversation. This can help ensure that all parties involved have a shared understanding of the language being used. Additionally, it may be helpful to avoid using jargon when it is not necessary, as it can be confusing for those who are not familiar with the specific terms being used.

(ii) Difference in perception: To overcome differences in perception, it may be helpful to actively listen to the other person and try to understand their perspective. This can involve asking questions to clarify misunderstandings and actively seeking to understand the other person’s point of view. It may also be helpful to use open-ended questions and reflective listening to encourage the other person to express their thoughts and feelings more fully.

(iii) Distortion: To overcome distortion, it may be helpful to verify information and check for accuracy. This can involve asking for clarification or seeking additional sources of information to confirm the accuracy of the information being shared. Additionally, it may be helpful to use clear and concise language and to avoid using ambiguous or confusing terms.

(iv) Information overload: To overcome information overload, it may be helpful to break down complex information into smaller, more manageable chunks and to present it in a clear and organized way. This can involve using visual aids, such as diagrams or charts, to help illustrate the information being shared. It may also be helpful to allow for breaks or periods of reflection to allow the audience to process the information being presented.

 

QUESTION 3

August 2022 Question One B

Roles of a sender in the communication process.       

In the communication process, the sender is responsible for creating and transmitting a message to the intended audience, known as the receiver. The sender has several roles and responsibilities, including:

• Determining the purpose of the message: The sender must determine what they want to communicate and to whom they want to communicate it.
• Selecting the appropriate channel: The sender must choose the most effective way to transmit the message, such as in-person, by phone, or through a written medium.
• Crafting the message: The sender must choose the appropriate words and language to convey the message effectively and clearly.
• Ensuring clarity and accuracy: The sender must ensure that the message is clear and free of errors, and that it is delivered in a way that is easy for the receiver to understand.
• Monitoring the communication process: The sender should be aware of how the message is being received and be prepared to adjust their communication style as needed.
• Evaluating the effectiveness of the communication: The sender should assess whether the message was received and understood by the receiver as intended, and take steps to improve the communication process if necessary.

 

QUESTION 4

August 2022 Question Four B

Physical barriers to effective communication.                                         

Physical barriers to effective communication refer to any physical obstacles that can interfere with the transmission or reception of a message. Some common physical barriers to communication include:

• Distance: Communication can be hindered if the sender and receiver are physically far apart and cannot see or hear each other clearly.
• Noise: Background noise can make it difficult to hear or understand a message, particularly if the noise is loud or occurs frequently.
• Physical disabilities: Some individuals may have physical disabilities that make it difficult for them to communicate, such as hearing or speech impairments.
• Language differences: If the sender and receiver do not speak the same language, communication can be hindered.
• Poor lighting: Dim or flickering lights can make it difficult to see facial expressions or other nonverbal cues, which can affect the clarity of a message.
• Poor technology: If the technology used to communicate is faulty or outdated, it can affect the clarity and quality of the message.
• Environmental distractions: Distractions in the environment, such as a loud TV or a bustling office, can make it difficult for the receiver to focus on and understand the message.

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QUESTION 5

August 2022 Question Seven C

Organisational barriers that might interfere with the transmission of information in an organisation.

• Hierarchy: In organizations with a hierarchical structure, information may not flow freely between different levels of the organization. This can lead to a lack of transparency and hinder the flow of information.
• Departmentalization: If an organization is divided into distinct departments, there may be a lack of communication and coordination between departments, which can hinder the flow of information.
• Communication channels: If an organization does not have effective communication channels in place, it can be difficult for information to be transmitted effectively.
• Culture: The culture of an organization can impact the flow of information. For example, if the culture is one of secrecy or if there is a lack of trust, it may be difficult for information to be shared openly.
• Personal factors: Personal factors, such as personality conflicts or communication style differences, can interfere with the flow of information.
• Poorly defined roles and responsibilities: If roles and responsibilities are not clearly defined within an organization, it can be difficult for information to be transmitted effectively.

 

QUESTION 6

April 2022 Question Four A

Strategies that could be used to overcome sender-oriented barriers in a telephone conversation.                                                                                         

• Preparing for the call: Before the call, the sender should think about what they want to say and how they want to say it. This can help them to be clear and concise during the call.
• Speaking clearly and distinctly: The sender should speak clearly and distinctly, using a normal tone and pace, to ensure that their message is understood.
• Paying attention to nonverbal cues: Although the sender cannot see the receiver, they can still pay attention to nonverbal cues, such as pauses or changes in tone, to gauge the receiver’s understanding and engagement.
• Asking for feedback: The sender should ask for feedback from the receiver to ensure that their message is being understood. They should also be prepared to repeat or rephrase their message if necessary.
• Managing distractions: The sender should try to minimize distractions, such as background noise or interruptions, to ensure that the receiver can focus on the conversation.
• Using effective listening skills: The sender should practice active listening, which involves paying attention to the receiver, clarifying misunderstandings, and responding appropriately.

 

QUESTION 7

August 2021 Question Five A

Causes of barriers to lateral communication in an organisation.   

• Hierarchical structure: A hierarchical organizational structure can create barriers to lateral communication, as employees may feel that they cannot communicate with those who are at a higher level in the organization.
• Culture: A hierarchical or authoritarian organizational culture can also discourage lateral communication, as employees may feel that they are not encouraged to speak up or share ideas.
• Physical distance: If employees are located in different offices or locations, it can be more difficult for them to communicate with one another.
• Time constraints: Employees may be too busy with their own work to take the time to communicate with their peers.
• Lack of trust: If employees do not trust their colleagues or do not feel comfortable sharing information with them, they may be less likely to engage in lateral communication.
• Different communication styles: Different employees may have different communication styles or preferences, which can make it difficult for them to communicate effectively with one another.
• Language barriers: If employees speak different languages or have different levels of fluency in a common language, communication may be more difficult.
• Personal biases: Personal biases or prejudices can also act as barriers to effective communication.

 

QUESTION 8

April 2021 Question Six C

Psychological barriers to effective communication.                         

• Filtering: This occurs when people selectively interpret information and exclude certain details that do not align with their beliefs or values.
• Emotional barriers: Strong emotions, such as anger or fear, can cloud our judgment and make it difficult to communicate effectively.
• Confirmation bias: This is the tendency to seek out and pay more attention to information that confirms our existing beliefs and to ignore or dismiss information that challenges them.
• Stereotyping: Preconceived notions or assumptions about others can lead to misunderstandings and prevent effective communication.
• Lack of empathy: When we are not able to understand or relate to the perspective of others, it can be difficult to communicate effectively.
• Defensiveness: When we feel threatened or challenged, we may become defensive and resistant to new ideas or perspectives, which can hinder effective communication

 

QUESTION 9

November 2019 Question Five B

Benefits of an effective internal communication system to an organisation                                                                     

• Improved ability to set and achieve goals

A goal must be identified before it can be reached. As any team progresses towards its goals, it will inevitably make mistakes and learn. As a result, those goals will evolve and change. Without proper identification and continuous adaptation, we’re trying to hit a moving target while blindfolded. Solid internal communication means everyone knows what they are working towards at any given moment.

• Make employees feel valued hence more productivity

A great communications strategy can help make employees feel valued and show them that their ideas matter. Their bosses are listening; they have attention and respect. And since their ideas matter, they break out of thinking that they’re just a cog in a machine. 

• Employees understand the big picture and how they fit in.

They feel valued, listened to, and like an important part of the team and the organization. 

• Internal communications helps keep people calm in times of crisis

Things don’t always go swimmingly. Business sometimes suffers, teams are sometimes forced to restructure, and mergers and acquisitions happen. This is when people need internal communications most. Announcements of impending structural changes need to be treated with extra care because the morale of the organization and its business continuity are at stake.

• Internal communications creates another dimension to your workplace

This is where good internal communications steps in. It promotes learning and speaking events, leadership training programs, shares customer feedback and media coverage, and provides opportunities for people to get more involved, if they want to. For some people, this isn’t important—and that’s OK! But some of us want to get more out of our work, whether that’s in the form of education or training, or finding meaning in company values and goals.

 

SAMPLE WORK

Complete copy of CPA COMMUNICATION SKILLS Revision Kit is available in SOFT copy (Reading using our MASOMO MSINGI PUBLISHERS APP) 

Phone: 0728 776 317

Email: info@masomomsingi.com