UNIVERSITY EXAMINATIONS: 2018/2019
EXAMINATION FOR THE DIPLOMA IN BUSINESS INFORMATION
TECHNOLOGY/ DIPLOMA IN INFORMATION TECHNOLOGY
DCU100 COMMUNICATION SKILLS
FULLTIME/PARTITIME
DATE: AUGUST, 2019 TIME: 2 HOURS
INSTRUCTIONS: Answer Question One & ANY OTHER TWO questions.
QUESTION ONE
a. Communication is a process and not a single act. Explain the following elements within
the communication process (10Marks)
i. Encoding the message
ii. Decoding the message
iii. Feedback response
iv. Channel
v. response
b. You have been vested with the responsibility of negotiating lower interest rates on loans
between a bank and your organization. Why would you prefer the use of oral
communication to written communication? (8Marks)
c. Having been appointed the chairperson of a group, highlight any five responsibilities you
have during meetings. (5Marks)
d. List down any five purposes of minutes. (5Marks)
e. State two formats/layout of a formal letter (2Marks)
QUESTION TWO
a. Imagine that you are interested in buying locks for your university’s game store. Write a
letter to a company that you know supplies locks. Inquire from them whether they have
locks that meet the specifications you have given. (10Marks)
b. Give any four reasons why managers in an organization should not ignore grape vine
(4Marks)
c. Explain any three sources of information (6Marks)
QUESTION THREE
a. Assume you are an interviewer, write down any five guidelines you would use during the
interview. (5Marks)
b. Identify any three barriers to communication and how to overcome them. (6Marks)
c. For communication to take place participants must learn to be more listeners than talkers:
i. What are the barriers to effective listening (5Marks)
ii. How can one maximize their listening (4Marks)
QUESTION FOUR
a. Explain any four advantages of written communication over oral communications.
(8Marks)
b. Assume that you are the chairperson in a board meeting. List down six duties you are
supposed to carry out. (6Marks)
c. State any two commonly used audio visual Aids. (2Marks)
d. What do you understand by vertical and horizontal communication in an organization
environment? (4Marks)
QUESTION FIVE
a. Briefly discuss four factors that determine the choice of medium of communication.
(8Marks)
b. Imagine that you have been invited to an interview for a job. You of course realize that
there are many other people with your grades and the decision as to who gets the job may
well depend on one’s appearance or grooming. Discuss:
i. What you would consider to be appropriate appearance for the situation
(5Marks)
ii. What you would consider inappropriate appearance for such an interview
(5Marks)
