1. Communication is a process. Discuss the validity of this statement.

(14 marks)

Communication is a process because it involves a series of steps that lead to the effective transmission
and understanding of a message. Key points to discuss:

1. Dynamic Nature: Communication evolves over time, adjusting to feedback.

2. Elements of Communication: Sender, message, medium, receiver, and feedback form a cycle.

3. Continuous Process: It does not end but is ongoing in personal, professional, and societal
contexts.

4. Interactive: Requires participation from both sender and receiver.

5. Influence of Noise: External or internal factors that affect clarity.

6. Feedback: Ensures the message has been understood, closing the loop.

2. Key steps and strategies to deliver an exceptional speech to a diverse audience (9 marks)

1. Know Your Audience: Understand their interests, cultural backgrounds, and needs.

2. Set Clear Objectives: Define the purpose of your speech.

3. Organize Content: Use a clear structure (introduction, body, conclusion).

4. Engage with Stories: Relatable examples captivate attention.

5. Adapt Language: Avoid jargon; use inclusive and simple language.

6. Use Visual Aids: Complement key points with slides or props.

7. Practice: Rehearse to ensure smooth delivery.

8. Body Language: Maintain open gestures and eye contact.

9. Seek Feedback: Adjust based on audience reactions during the speech.

3. As a maintenance engineer, inform staff about proper facility use

3(i) Letter to Director (4 marks)

[Your Address]
[Date]
The Director
[Organization’s Name]

Subject: Proposal for a Staff Training Session on Facility Management

Dear [Director’s Name],

I have assessed the organization’s premises over the last three weeks and noted areas where staff
awareness could significantly improve the maintenance and lifespan of our facilities. I propose
conducting a training session to educate the staff on proper use and handling of these facilities.

This initiative aims to reduce maintenance costs, prevent damage, and promote efficiency in daily
operations. I am confident this will benefit the organization greatly.

Kindly approve this initiative at your earliest convenience.

Sincerely,
[Your Name]
Maintenance Engineer

3(ii) Memo to Staff (3 marks)

Memo
To: All Staff
From: Maintenance Engineer
Date: [Insert Date]
Subject: Training on Proper Use of Facilities

Dear Team,

You are invited to a training session on proper use and handling of organizational facilities. The meeting
is scheduled for [date], at [time], in [venue].

Your participation is essential to ensure we maintain an efficient and safe workplace.

Regards,
[Your Name]
Maintenance Engineer

4. Define stage fright.

Stage fright refers to the fear or anxiety experienced when preparing for or performing in front of an
audience. It is characterized by nervousness, trembling, sweating, or mental blocks.

5. Socially regarded wrong habits when addressing a gathering (5 marks)

1. Overuse of filler words (e.g., "um," "like").

2. Avoiding eye contact.

3. Slouching or poor posture.

4. Excessive hand gestures.

5. Speaking too fast or too softly.

6. Advice to boost confidence in public speaking (4 marks)

1. Prepare thoroughly and rehearse.

2. Focus on your strengths and past successes.

3. Use positive visualization techniques.

4. Practice breathing exercises to calm nerves.

7(a) Six forms of nonverbal communication (10 marks)

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

2. Gestures: Hand movements emphasize or substitute verbal messages.

3. Posture: Reflects confidence or nervousness.

4. Eye Contact: Builds trust and engagement.

5. Proxemics (Personal Space): Indicates comfort or dominance.

6. Paralanguage: Tone, pitch, and pace of voice enhance meaning.

7(b) Five barriers to effective communication (5 marks)

1. Language differences.

2. Emotional distractions.

3. Physical noise.

4. Lack of interest or focus.

5. Cultural misunderstandings.

8(a) Define active listening.

Active listening involves fully concentrating, understanding, and responding thoughtfully to the speaker.

8(b) Steps of active listening

1. Focus completely on the speaker.

2. Avoid interruptions.

3. Paraphrase to confirm understanding.

4. Provide feedback.

8(c) Significance of listening skills for university students (10 marks)

 1. Enhances academic understanding.

2. Builds stronger relationships.

3. Develops critical thinking skills.

4. Improves group collaboration.

5. Strengthens career prospects.

9(a) Define the following terms

1. Critical reading: Analyzing and evaluating text for deeper understanding.

2. Critical thinking: Logical analysis to form reasoned conclusions.

3. Library: A collection of information resources for research and study.

4. Summary: A brief statement of main ideas.

5. Catalogue: Organized list of items, like books in a library.

6. Information literacy: Skills to find and evaluate information.

7. Citation: Acknowledgment of sources used in writing.

9(b) Explain SQ4R reading method

1. Survey: Skim the material.

2. Question: Form questions based on headings.

3. Read: Focus on answering questions.

4. Recite: Summarize aloud.

5. Review: Revisit key points.

6. Reflect: Connect content to prior knowledge.

9(c) Requirements for critical reading

1. Analytical skills.

2. Open-mindedness.

3. Attention to detail.

10(a) Differentiate teamwork and interpersonal skills (2 marks)

 Teamwork: Collaborative effort to achieve goals.

 Interpersonal skills: Ability to communicate effectively with others.

10(b) Importance of teamwork (4 marks)

1. Increases efficiency.

2. Encourages creativity.

3. Builds trust.

4. Achieves shared goals.

10(c) Application of interpersonal skills

1. Leadership: Motivate and guide teams.

2. Client liaison: Build strong relationships.

3. Stakeholders: Manage expectations.

4. Team management: Resolve conflicts.

10(d) Common soft skills employers seek (5 marks)

1. Communication.

2. Adaptability.

3. Problem-solving.

4. Teamwork.

5. Emotional intelligence.

11(a) Difference between a CV and resume (2 marks)

 CV: Detailed; includes all academic and professional history.

 Resume: Concise; tailored for a specific job.

11(b) Structure features (8 marks)

1. CV includes publications; resume doesn’t.

2. CV is chronological; resume emphasizes relevant experience.

3. CV covers personal achievements; resume focuses on skills.

11(c) Cover letter (5 marks)

(Write a formal cover letter, tailoring to the position of maintenance engineer.)

12(a) Define interview.

An interview is a structured conversation to assess qualifications for a role.

12(b) Types of interviews (4 marks)

1. Structured interview.

2. Panel interview.

3. Behavioral interview.

4. Virtual interview.

12(c) Preparation for an interview (5 marks)

1. Research the company.

2. Prepare answers to common questions.

3. Plan professional attire.

4. Practice mock interviews.

5. Gather necessary documents.

12(d) Actions for effective interview (6 marks)

1. Develop clear criteria.

2. Prepare questions.

3. Schedule effectively.

4. Train panelists.

5. Evaluate responses consistently.

6. Follow up with candidates.