SECTION A: COMMUNICATION SKILLS

1. (a)

(i) Explain the meaning of the term "Resume" as in business correspondence.

A "Resume" is a concise document highlighting an individual’s education, work experience,
skills, and achievements. It is tailored to specific job applications to showcase relevant
qualifications.
(2 marks)

(ii) State and explain the three sections of a "Resume".

1. Header: Includes the individual’s name, contact details, and sometimes a professional
title.
2. Body: Details professional experience, educational background, and relevant skills,
usually presented in reverse chronological order.
3. Footer/References: May include references or a statement such as “References available
upon request.”
(6 marks)

(b) Explain six advantages of using a flip chart.

1. Interactive: Allows audience participation as information is written or drawn live.

2. Low-tech: Requires no technical skills or equipment.
3. Portable: Easy to transport and set up.
4. Cost-effective: Inexpensive compared to digital options.
5. Customizable: Content can be adjusted on the spot.
6. Versatile: Suitable for brainstorming, training, and presentations.
(12 marks)

2. (a)

State and explain five decoding barriers to communication in an organization.

1. Language Barriers: Misunderstandings due to different languages or jargon.

2. Emotional Interference: Personal emotions such as anger or anxiety distort perception.
3. Cultural Differences: Misinterpretations stemming from diverse values or norms.
4. Distractions: External noise or interruptions affecting focus.
5. Prejudice: Biases or assumptions that lead to misinterpretation of the message.
(10 marks)

(b) Explain five approaches that can be put in place to enhance communication in an
organization.
 1. Encourage Open Dialogue: Establish a culture of trust where employees feel free to
share ideas.
2. Provide Training: Conduct workshops to improve communication skills.
3. Adopt Technology: Use tools like emails and instant messaging for efficiency.
4. Simplify Language: Use clear and concise language to reduce misunderstandings.
5. Feedback Mechanisms: Encourage and respond to feedback for clarity and
improvement.
(10 marks)

3. (a)

Explain the importance of effective communication in an organization.

1. Enhances Productivity: Ensures instructions are clear, reducing errors.

2. Strengthens Teamwork: Fosters collaboration and trust.
3. Facilitates Decision-Making: Provides relevant information for informed choices.
4. Boosts Employee Morale: Promotes a sense of belonging.
5. Improves Customer Satisfaction: Ensures accurate responses to customer needs.
(10 marks)

(b) Explain each of the following terms as applied in meetings:

1. Point of Order: A procedural query raised to ensure rules are followed.

2. Quorum: The minimum number of members required for the meeting to be valid.
3. Resolution: A formal decision passed by members during a meeting.
4. Standing Orders: Established rules guiding meeting procedures.
5. Proposal: A suggestion put forward for discussion and approval.
(10 marks)

4. (a)

State and explain five types of non-verbal communication.

1. Facial Expressions: Shows emotions like happiness or anger.

2. Gestures: Movements of hands or arms to convey ideas.
3. Posture: Body stance indicating confidence or discomfort.
4. Eye Contact: Maintains engagement and shows attentiveness.
5. Proxemics: Use of space to communicate respect or familiarity.
(10 marks)

(b) State and describe five components of a communication process.

 1. Sender: Originator of the message.
2. Message: Information or idea being communicated.
3. Channel: Medium through which the message is transmitted.
4. Receiver: Intended recipient of the message.
5. Feedback: Response from the receiver indicating message comprehension.
(10 marks)

5. (a)

Explain six stages in the communication cycle.

1. Ideation: Developing the idea or message to communicate.

2. Encoding: Converting the idea into a suitable format, such as words or visuals.
3. Transmission: Sending the message through a chosen medium.
4. Reception: Receiver acknowledges the message.
5. Decoding: Receiver interprets the message.
6. Feedback: Sender receives a response to assess effectiveness.
(12 marks)

(b) Discuss four developments taking place in today's workplace that increase the need for
effective communication.

1. Technological Advances: Widespread use of digital tools.

2. Globalization: Multicultural workplaces require better understanding.
3. Remote Work: Virtual teams necessitate clear communication.
4. Flat Organizational Structures: Increased collaboration across departments.
(8 marks)

SECTION A: COMMUNICATION SKILLS (Continued)

6. (a)

Outline six factors to consider in a successful presentation.

1. Audience Analysis: Understand the audience's needs, background, and expectations.

2. Clarity of Purpose: Define the presentation's objective to maintain focus.
3. Organization: Structure content with an introduction, body, and conclusion.
4. Use of Visual Aids: Incorporate visuals like slides or charts to enhance understanding.
5. Engagement Techniques: Use storytelling, questions, or anecdotes to capture attention.
6. Rehearsal: Practice to ensure smooth delivery and reduce nervousness.
(12 marks)
6. (b)

Define clauses and differentiate between a main clause and a coordinate clause with
examples.
Definition of Clause: A clause is a group of words containing a subject and a predicate, forming
part of a sentence.

 Main Clause: A clause that can stand alone as a complete sentence.

Example: She is studying.
 Coordinate Clause: A clause of equal importance joined to another by a coordinating
conjunction.
Example: She is studying, and he is working.
(8 marks)

7. (a)

Outline five elements that can enhance effectiveness on the telephone.

1. Clarity in Speech: Speak clearly and at an appropriate pace.

2. Active Listening: Focus on the caller’s words and tone.
3. Courtesy: Use polite language and a positive tone.
4. Preparation: Have relevant information or documents ready.
5. Summarization: Recap key points to confirm understanding.
(10 marks)

(b) Compile appropriate minutes for Aurora Lawn Tennis Club.

(This is practical and requires drafting based on the details provided. Sample format below):

Minutes of the Aurora Lawn Tennis Club Meeting

Date: [Insert Date]
Time: [Insert Time]
Venue: [Insert Venue]

Agenda:

1. Opening remarks.
2. Review of club activities.
3. Planning for upcoming events.
4. Any other business (AOB).

Attendance: [List names or attach attendance list].

Discussion Points:
 1. Activities reviewed included…
2. Planned events include…
3. AOB covered...

Resolutions:

1. [Insert resolution details].

2. [Insert resolution details].

Adjournment: Meeting ended at [Insert Time].

Prepared by: [Your Name], Secretary.

(Marks awarded based on clarity and adherence to format.)

8. (a)

Define the term "Video Conferencing".

Video conferencing is a method of communication that allows individuals or groups in different
locations to interact via video and audio in real-time using internet-enabled devices.
(4 marks)

(b) Discuss four ways management can use grapevine effectively.

1. Monitor Employee Sentiments: Use it as a feedback tool to gauge morale.

2. Identify Potential Issues: Spot problems early by paying attention to rumors.
3. Enhance Communication: Clarify misinformation circulating in the grapevine.
4. Encourage Positive Messaging: Influence informal discussions to align with company
goals.
(8 marks)

(c) Draft a telephone message form for the scenario provided.

Message Form:

To Mrs. Anu Zarina, Personnel Manager

From Mr. Josatel, CEO, Toyota Kenya Ltd
Time 11:30 AM
Date [Insert Date]
His department is very busy and lacks staff to handle the workload. He is willing to
Message
provide details if required.
Taken By [Your Name]
(4 marks)

9. (a)
Explain the following forms of business correspondence:

1. Memorandum: A brief, formal communication used within an organization for

conveying important information.
2. Business Report: A detailed document analyzing specific issues or business activities to
aid decision-making.
3. Business Letters: Formal letters sent between businesses or individuals to communicate
official matters.
4. Emails: Electronic messages used for quick and formal communication.
5. Questionnaires: Structured forms used to gather data or feedback.
(10 marks)

(b) Explain five roles of a secretary in a meeting.

1. Preparation: Organizing the agenda and documents.

2. Recording Minutes: Documenting discussions and resolutions.
3. Attendance Management: Ensuring quorum and keeping an attendance register.
4. Communication: Sending out invitations and follow-ups.
5. Filing and Storage: Maintaining records for future reference.
(10 marks)

10. (a)

State and explain four ways of overcoming the noise barrier in communication.

1. Use Clear Language: Simplifies understanding and minimizes confusion.

2. Select Quiet Environments: Reduces physical distractions.
3. Active Listening: Ensures the message is fully received and interpreted correctly.
4. Use Technology: Microphones or sound systems can enhance audibility.
(8 marks)

(b) State and explain six types of interviews.

1. Structured Interview: Pre-planned questions for consistency.

2. Unstructured Interview: Open-ended and conversational.
3. Panel Interview: Conducted by multiple interviewers.
4. Telephone Interview: Conducted over a phone call.
5. Group Interview: Involves multiple candidates interacting simultaneously.
6. Technical Interview: Focuses on testing specific skills or expertise.

11. (a)

State and explain five elements of non-verbal communication.

 1. Kinesics (Body Movements): Includes gestures, posture, and facial expressions that
convey emotions and attitudes.
2. Eye Contact: Demonstrates attentiveness, confidence, or trustworthiness.
3. Proxemics (Use of Space): Indicates levels of intimacy, professionalism, or respect.
4. Haptics (Touch): Communicates emotions like affection, approval, or comfort.
5. Paralanguage: Vocal elements such as tone, pitch, or pace that accompany spoken
words.
(10 marks)

(b) State and explain five elements of a business report.

1. Title Page: Includes the title, author’s name, and date of submission.
2. Executive Summary: Provides a brief overview of the report's key findings.
3. Introduction: Outlines the purpose, scope, and objectives of the report.
4. Findings: Details data, analysis, and observations.
5. Conclusion and Recommendations: Summarizes findings and suggests actionable steps.
(10 marks)

12. (a)

Describe how each of the following factors inhibits effective communication:

1. Noise: Distorts the message, making it hard to hear or understand.

2. Time: Limited time can lead to rushed communication and misunderstandings.
3. Distance: Physical separation can delay or hinder clear communication.
4. Age: Differences in age may lead to varied communication preferences or interpretations.
5. Sex: Gender-based biases or stereotypes can affect how messages are delivered or
received.
(10 marks)

(b) Explain five advantages of using films as an audio-visual aid.

1. Engages the Audience: Captures attention through visuals and sound.

2. Simplifies Complex Ideas: Makes abstract concepts more understandable.
3. Improves Retention: Combines visual and auditory elements to enhance memory.
4. Versatility: Can be used in training, marketing, or education.
5. Demonstrative Power: Shows practical applications or scenarios effectively.
(10 marks)

13. (a)

Analyze five benefits that accrue to an organization that uses circulars in communication.
 1. Cost-Effective: Allows widespread dissemination of information without high costs.
2. Time-Saving: Quickly reaches multiple recipients.
3. Consistency: Ensures all recipients receive the same information.
4. Record Keeping: Serves as documentation for future reference.
5. Increases Awareness: Keeps employees informed about policies, changes, or events.
(10 marks)

(b) Explain five features of a good business letter.

1. Clarity: Uses clear and concise language for easy understanding.

2. Professional Tone: Maintains a formal and respectful tone.
3. Well-Organized: Follows a logical structure with headings and paragraphs.
4. Error-Free: Free of grammatical or spelling mistakes.
5. Relevant Information: Focuses only on the subject matter without unnecessary details.
(10 marks)

14. (a)

Outline six differences between 'formal' and 'informal' communication channels.

Aspect Formal Communication Informal Communication

Structure Follows a predefined hierarchy. Spontaneous and unstructured.
Purpose Official and work-related. Personal or social.
Mode Uses official channels like emails or memos. Conversations, chats, or grapevine.
Language Formal and professional. Casual and colloquial.
Speed Slower due to bureaucratic processes. Quicker and more direct.
Documentation Usually documented for records. Rarely documented.
(12 marks)

(b) Explain four benefits of providing feedback in the communication process.

1. Clarifies Messages: Confirms that the receiver has understood the message.
2. Improves Relationships: Builds trust between communicators.
3. Encourages Participation: Promotes active engagement and dialogue.
4. Facilitates Decision-Making: Provides insights to refine processes or strategies.
(8 marks)

15. (a)

Highlight five reasons that make reports important to management.

 1. Informed Decision-Making: Provides data-driven insights for better decisions.
2. Problem Identification: Highlights areas needing improvement.
3. Performance Monitoring: Tracks progress against goals.
4. Resource Allocation: Identifies where resources are needed most.
5. Compliance: Ensures adherence to policies and regulations.
(10 marks)

(b) Explain five characteristics of an effective listener during face-to-face communication.

1. Active Attention: Focuses fully on the speaker.

2. Empathy: Understands and respects the speaker’s perspective.
3. Clarification: Asks questions to ensure understanding.
4. Non-Verbal Cues: Nods or maintains eye contact to show engagement.
5. Feedback: Provides thoughtful responses or summaries.
(10 marks)

16. (a)

Draft an appointment letter for the position of Procurement Manager.

(This is practical, and marks depend on clarity and adherence to format. A sample format is
provided below):

[Your Company Letterhead]

Date: [Insert Date]
[Candidate's Name]
[Address]

Subject: Appointment as Procurement Manager

Dear [Candidate's Name],

We are pleased to inform you that you have been selected for the position of Procurement
Manager at [Company Name]. Your appointment is effective from [Start Date].

Please report to the HR department on [specific time and date] to complete your onboarding
process. Enclosed with this letter is a detailed contract outlining your responsibilities, salary, and
other terms of employment.

We look forward to having you on our team.

Yours sincerely,
[Your Name]
Human Resource Manager
(8 marks)

(b) Describe four roles of members in a meeting.

1. Chairperson: Leads the meeting, ensures agenda adherence, and facilitates discussions.
2. Secretary: Records minutes and ensures communication before and after the meeting.
3. Treasurer: Provides financial updates if applicable.
4. Members: Participate actively by contributing ideas or voting on resolutions.
(8 marks)