KASNEB

COMMUNICATION SKILLS PAST

YEAR 2022.

Time Allowed: 3 hours.

MONDAY: 1 August 2022. Afternoon paper.

Answer any FIVE questions. ALL questions carry equal marks. Do NOT write anything on
this paper.

QUESTION ONE

(a) Distinguish between "solicited proposal" and "unsolicited proposal".

(4 marks)

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

(4 marks)

(c) Analyse six circumstances which might necessitate a presenter to make use of visual
aids.
12 marks)

QUESTION TWO

(a) Explain four functions of non-verbal communication.

(4 marks)

(b) Discuss four types of listening.

(c) Assume you are a manager in an organisation, describe four factors that you might take
into consideration whengiving oral instructions to employees to perform a task.
(8 marks)

QUESTION THREE

(a) Justify five reasons why an executive summary is important in a report.

(5 marks)

(b) Suggest five ways in which a code of conduct might assist an organisation in promoting
ethical behaviour (5 marks)

(c) You have been tasked by your organisation to create a media advertisement of a new
product. Assess five factors that you may consider while creating the advertisement to
avoid criticisms.(10 marks)

QUESTION FOUR

(a) (i) Explain n the meaning of "letter of transmittal".

(2 marks)

(ii) Highlight four items that should be included in a letter of transmittal.

(4 marks)

(b) Explain four to effective communication.

(4 marks)

(c) Citing relevant examples, analyse five effects of modern communication.

(10 marks)

QUESTION FIVE

5. A) Summarise five demerits of grapevine communication.

(5 marks)

(b) Explain five tips that you could use when writing an official memo.
(5 marks)

(c)You have been requested by a manager of Ring long organisation to write a speech for
him for an occasion he had been invited as a guest.
(10 marks)

(d) Describe ten preparatory steps you could take to develop an effective speech.
(Total: 20 marks)

QUESTION SIX

(a) Assess five roles of electronic communication in managing modern organisations.

(5 marks)

(b) Analyse five ways on how you could use voice to enhance effective presentation in an
annual general meeting.
(5 marks)
(c) Highlight five ethical issues in communication.

(d) Explain five roles of circulars and newsletters in communication.

(20 marks)

QUESTION SEVEN

(a)Summarise five powers of a person chairing a meeting.

(b) (i) Explain the meaning of "lateral communication".

(ii) Assess five advantages of lateral communication.

(c) Discuss four organisational barriers that might interfere with the transmission in an
organisation.

(Total: 20 marks)

APRIL 2022

QUESTION ONE

a) You have been nominated by product. Propose five release. our organisation to make a
media announcement of a new you might consider when choosing the media for press
release
(5 marks)

b) Explain five disadvantages of using questionnaires to collect information. (5 marks)

c) With relevant examples, analyze five characteristics of a good sales speech. (10 marks)

QUESTION TWO
a)

i) explain the meaning of "Interpersonal communication".

DESTINY

(2 marks)

(ii) Analse four reasons why good interpersonal communication is essential at the
workplace.
(8 marks)
(b) Examine five benefits of forming departmental committees as a strategy to improve
internal communication in an organisation.
(10 marks)

QUESTION THREE

a) Discuss five functions of non-verbal communication.

(5 marks)

(b) Assess five benefits of conducting businesses through video conferencing in the 21"
century.
(5 marks)

c) Examine five types of unethical behavior in communication.

(10 marks)

(Total: 20 marks)

QUESTION FOUR

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

b) Explain five disadvantages of written communication.

c)
Discuss five reasons why organizations prefer to use presentations when holding
conferences.

(10 marks)

QUESTION FIVE

a) Highlight five uses of social media applications

b)(i) Explain the term of the meaning “memorandum”

(ii) Outline three purposes of a new memorandum

c)Describe the five steps of a listening process .

(Total: 20 marks)
QUESTION SIX.

a) Summarize six features of a good business proposal

(6marks )

b) Explain six areas that should be included included in a formal report.

(6 marks)

c) Discuss four steps that an organization should take to enhance ethical

communication.
(10 marks)

QUESTION SEVEN.

a) Highlight four key elements that should be considered when writing a paragraph.
(4 marks)

b) Summarize four commonly used methods of upward communication in business.

(12 marks)

c) Assess six factors that could contribute to ineffective group communication.

(Total: 20 marks)

SOLUTIONS.
Question One
(a) Distinction between "Solicited Proposal" and "Unsolicited Proposal":

Solicited Proposal:
- A solicited proposal is a response to a specific request or invitation from a potential client or
organization.
- The client has identified a need and has actively sought proposals from various providers to
address that need.
- Solicited proposals are typically submitted in response to a Request for Proposal (RFP),
Request for Quotation (RFQ), or a similar formal request.
- The client has provided detailed specifications, requirements, and guidelines for the proposal
submission.
- Solicited proposals are more likely to be considered and evaluated by the client, as they have
expressed a specific interest in the services or products being offered.
Unsolicited Proposal:
- An unsolicited proposal is a proposal that is submitted without a specific request or invitation
from a potential client or organization.
- The provider initiates the proposal process, identifying a potential opportunity or need that they
believe they can address.
- Unsolicited proposals are not in response to a formal request, but rather an attempt to
proactively offer a solution or service to the client.
- The provider must demonstrate the value and relevance of their proposal to the client, as the
client has not explicitly expressed a need for the proposed services or products.
- Unsolicited proposals may be more challenging to get accepted, as the client has not actively
sought out the proposal and may have different priorities or needs.

(b) Four Roles of a Sender in the Communication Process:

1. Encoding: The sender is responsible for encoding the message, which involves translating the
intended meaning into a format that can be understood by the receiver, such as words, symbols,
or nonverbal cues.

2. Message Formulation: The sender must carefully formulate the message, considering the
audience, the purpose of the communication, and the most effective way to convey the
information.

3. Channel Selection: The sender must choose the appropriate communication channel, such as
written, verbal, or electronic, based on the message, the receiver, and the context of the
communication.

4. Feedback Interpretation: The sender must be able to interpret the feedback received from the
receiver, whether it is verbal, nonverbal, or through the receiver's actions, and use this
information to improve the communication process.

(c) Six Circumstances Necessitating the Use of Visual Aids:

1. Complex or Technical Information: Visual aids can help explain complex or technical
information, such as graphs, charts, diagrams, or illustrations, to enhance understanding and
retention.

2. Enhancing Presentation: Visual aids can add visual interest, clarity, and emphasis to a
presentation, making it more engaging and memorable for the audience.

3. Demonstrating Processes or Procedures: Visual aids, such as step-by-step diagrams or

animations, can effectively demonstrate processes or procedures to the audience.

4. Highlighting Key Points: Visual aids can be used to highlight important points, draw attention
to specific information, or reinforce the main message of the presentation.
5. Accommodating Different Learning Styles: By incorporating visual aids, presenters can cater
to the diverse learning styles of the audience, including visual, auditory, and kinesthetic learners.

6. Improving Retention and Recall: Visual aids can help the audience better remember and retain
the information presented, as they provide a visual reference and support the verbal content.

QUESTION TWO.

(a) Four Functions of Non-Verbal Communication:

1. Reinforcement: Non-verbal cues, such as facial expressions, gestures, and body language, can
reinforce and emphasize the verbal message being conveyed.

2. Substitution: In some cases, non-verbal communication can substitute for verbal

communication, allowing individuals to convey messages without using words, such as a nod to
indicate "yes" or a shrug to express uncertainty.

3. Contradiction: Non-verbal communication can also contradict the verbal message, revealing
the true feelings or intentions of the communicator, which can be useful in detecting deception or
inconsistencies.

4. Regulation: Non-verbal communication can help regulate the flow of communication, such as
using hand gestures to indicate the desire to speak or to signal the end of a conversation.

(b) Four Types of Listening:

1. Informational Listening: This type of listening focuses on understanding and retaining the
factual information being presented, such as data, instructions, or details.

2. Empathetic Listening: Empathetic listening involves actively listening to understand the

speaker's feelings, emotions, and perspectives, and responding with empathy and understanding.

3. Critical Listening: Critical listening involves analyzing and evaluating the information being
presented, questioning assumptions, and forming judgments about the validity and reliability of
the content.

4. Appreciative Listening: Appreciative listening is focused on deriving enjoyment, pleasure, or

appreciation from the content being presented, such as listening to a speech, a performance, or a
piece of music.

(c) Factors to Consider when Giving Oral Instructions to Employees:

1. Clarity and Conciseness: Ensure that the instructions are clear, concise, and easy to
understand, using simple language and avoiding jargon or technical terms that may confuse the
employees.
2. Sequence and Structure: Organize the instructions in a logical sequence, breaking down
complex tasks into smaller, manageable steps to help employees follow the instructions more
effectively.

3. Feedback and Confirmation: Encourage employees to ask questions or seek clarification if

they are unsure about any part of the instructions, and confirm their understanding before they
begin the task.

4. Consideration of Individual Differences: Take into account the individual differences among
employees, such as their experience, skill level, and learning preferences, and adjust the delivery
of the instructions accordingly to ensure that everyone can comprehend and follow the
instructions effectively.

5. Demonstration and Hands-on Guidance: If appropriate, provide a demonstration or hands-on

guidance to help employees visualize the task and better understand the required steps.

6. Monitoring and Feedback: Monitor the employees' progress and provide feedback, both
positive and constructive, to help them improve their performance and address any issues that
may arise during the task.

7. Encouragement and Motivation: Offer encouragement and positive reinforcement to boost the
employees' confidence and motivation, which can contribute to the successful completion of the
task.

8. Adaptability: Be prepared to adjust the instructions or provide additional support if the

employees encounter unexpected challenges or difficulties during the task.

QUESTION THREE.

(a) Reasons Why an Executive Summary is Important in a Report:

1. Concise Overview: The executive summary provides a concise and high-level overview of the
key points, findings, and recommendations of the report, allowing the reader to quickly grasp the
essential information.

2. Time-Saving: For busy executives or decision-makers, the executive summary serves as a

time-saving tool, enabling them to quickly understand the report's main points without having to
read the entire document.

3. Highlighting Significance: The executive summary emphasizes the significance and

importance of the report's content, drawing the reader's attention to the most critical information.

4. Standalone Utility: In some cases, the executive summary may be the only part of the report
that is read, as it can stand alone and provide the reader with a comprehensive understanding of
the report's purpose and key takeaways.
5. Facilitating Decision-Making: The executive summary helps decision-makers quickly assess
the report's relevance and implications, enabling them to make informed decisions based on the
summarized information.

(b) Ways in Which a Code of Conduct Might Assist an Organisation in Promoting Ethical
Behaviour:

1. Establishing Expectations: A code of conduct clearly outlines the organisation's ethical

standards, values, and expected behaviours, setting a clear framework for employees to follow.

2. Guiding Decision-Making: The code of conduct provides guidance to employees on how to

navigate ethical dilemmas and make decisions that align with the organisation's ethical
principles.

3. Promoting Accountability: By having a code of conduct in place, the organisation can hold
employees accountable for their actions and ensure that they adhere to the established ethical
standards.

4. Fostering a Positive Culture: A well-communicated and implemented code of conduct can help
cultivate a culture of ethical behaviour, where employees feel empowered to speak up and report
any unethical practices.

5. Enhancing Reputation: A strong and well-enforced code of conduct can enhance the
organisation's reputation, as it demonstrates a commitment to ethical practices and responsible
business conduct.

(c) Factors to Consider When Creating a Media Advertisement for a New Product:

1. Target Audience: Thoroughly understand the target audience, their demographics, preferences,
and pain points, to ensure the advertisement resonates with them effectively.

2. Unique Selling Proposition (USP): Clearly identify and highlight the unique features, benefits,
or value proposition of the product that sets it apart from competitors, making it appealing to the
target audience.

3. Emotional Appeal: Craft the advertisement to evoke positive emotions, such as excitement,
joy, or a sense of belonging, to create a memorable and impactful connection with the audience.

4. Clarity and Simplicity: Ensure the advertisement's message is clear, concise, and easy to
understand, avoiding overly complex or confusing claims or information.

5. Compliance with Regulations: Ensure the advertisement complies with relevant laws,
regulations, and industry standards, avoiding any misleading or deceptive claims that could lead
to criticisms or legal issues.
6. Authenticity and Transparency: Maintain authenticity and transparency in the advertisement,
avoiding exaggerated or false claims about the product's features or performance.

7. Ethical Representation: Ensure the advertisement does not perpetuate harmful stereotypes,
discriminate against any groups, or promote unethical or socially irresponsible behavior.

8. Environmental Considerations: Consider the environmental impact of the product and the
advertisement, and align the messaging with the organisation's sustainability efforts or
commitments.

9. Consistency with Brand Identity: Ensure the advertisement aligns with the organisation's
brand identity, values, and overall marketing strategy to maintain a cohesive and recognizable
brand image.

10. Adaptability to Different Platforms: Design the advertisement to be effective and engaging
across various media platforms, such as television, print, digital, or social media, to reach the
target audience effectively.

QUESTION FOUR.

(a) (i) Meaning of “Letter of Transmittal”:

A letter of transmittal, also known as a cover letter, is a document that accompanies and
introduces a report, proposal, or other document. It serves as a formal means of presenting the
enclosed material and providing context or additional information about the document.

(a) (ii) Items to Include in a Letter of Transmittal:

1. Recipient’s name and title: Clearly identify the person or organization to whom the document
is being submitted.
2. Purpose of the document: Briefly explain the purpose and significance of the enclosed
document.
3. Key highlights or summary: Provide a concise overview of the main points or findings within
the document.
4. Relevant background information: Include any relevant context or background information
that the recipient should be aware of.
5. Call to action: Specify any requested actions or next steps the recipient should take, such as
reviewing the document or providing feedback.
6. Appreciation or closing: Express gratitude for the recipient’s time and consideration.

(b) Characteristics of Effective Communication:

1. Clarity: The message should be clear, concise, and easy to understand, using simple language
and avoiding ambiguity.
2. Accuracy: The information conveyed should be factually correct and reliable, ensuring the
recipient receives accurate and trustworthy information.
3. Timeliness: The communication should be delivered at the appropriate time, considering the
recipient’s needs and the urgency of the message.
4. Adaptability: The communication style and approach should be tailored to the specific
audience, their preferences, and their communication needs.
5. Feedback and Interaction: Effective communication involves a two-way exchange, where the
sender encourages feedback and actively listens to the recipient’s responses.

© Effects of Modern Communication:

1. Increased Connectivity: Modern communication technologies, such as the internet and mobile
devices, have enabled people to connect and communicate with each other more easily,
regardless of geographical location.
2. Faster Information Sharing: The speed and efficiency of modern communication channels, like
email and instant messaging, have significantly increased the pace at which information can be
shared and disseminated.
3. Globalization and Cultural Exchange: Modern communication has facilitated the exchange of
ideas, cultures, and perspectives across the world, promoting a more interconnected and
globalized society.
4. Improved Collaboration and Productivity: Collaborative tools and platforms have enhanced
the ability of individuals and teams to work together effectively, even in remote or distributed
settings.
5. Challenges to Privacy and Security: The widespread use of digital communication has also
raised concerns about privacy, data security, and the potential for misuse or abuse of personal
information.
6. Increased Distractions and Information Overload: The constant availability of communication
channels and the abundance of information can sometimes lead to distractions, information
overload, and challenges in maintaining focus and attention.
7. Changing Social Dynamics: Modern communication has influenced social norms, behaviors,
and expectations, leading to both positive and negative impacts on interpersonal relationships
and social interactions.
8. Environmental Implications: The energy consumption and carbon footprint associated with the
infrastructure and devices required for modern communication can have environmental
implications that need to be considered and addressed.
9. Democratization of Information: Modern communication has democratized access to
information, empowering individuals and communities to share their perspectives and participate
in public discourse more actively.
10. Potential for Misinformation and Manipulation: The ease of sharing information online has
also created challenges in verifying the accuracy and reliability of content, leading to the spread
of misinformation and the potential for manipulation of public opinion.

QUESTION FIVE
(a) Demerits of Grapevine Communication:

1. Inaccuracy: Grapevine communication is often prone to distortion and inaccuracy

as information gets passed from one person to another, leading to the spread of
rumors and misinformation.
 2. Lack of Control: Organisations have limited control over the grapevine, making it
challenging to manage the flow of information and ensure that the right messages
are being communicated.

3. Inefficiency: Grapevine communication can be inefficient, as it may not follow

the formal channels of communication, leading to delays in the dissemination of
important information.

4. Negative Impact on Morale: The spread of unverified information through the

grapevine can create uncertainty, anxiety, and mistrust among employees,
negatively impacting morale and employee engagement.

5. Potential for Conflict: Grapevine communication can sometimes lead to the

spread of sensitive or confidential information, which can create conflicts and
tensions within the organisation.

(b) Tips for Writing an Official Memo:

1. Clear and Concise Language: Use clear, concise, and straightforward language to
convey the message effectively.

2. Specific Purpose: Clearly state the purpose of the memo, whether it is to inform,
request, or provide instructions.

3. Organized Structure: Organize the memo in a logical and easy-to-follow format,

with clear headings and sections.

4. Relevant Information: Include only the necessary and relevant information,

avoiding unnecessary details or irrelevant content.

5. Professional Tone: Maintain a professional and formal tone throughout the memo,
avoiding casual or informal language.

6. Appropriate Formatting: Use consistent formatting, such as font style, size, and
spacing, to enhance the overall appearance and readability of the memo.

7. Accurate Details: Ensure that all the details, such as names, dates, and contact
information, are accurate and up-to-date.
 8. Clear Call to Action: If applicable, provide a clear call to action, specifying any
expected responses or actions from the recipient.

9. Proper Salutation and Closing: Use an appropriate salutation (e.g., “Dear

[Recipient’s Name]”) and a professional closing (e.g., “Sincerely,” “Best
regards”).

10. Proofreading: Carefully proofread the memo to ensure there are no spelling,
grammar, or formatting errors.

© Developing a Speech for a Manager at Ring Long Organisation:

As requested, I will develop a speech for the manager of Ring Long Organisation to deliver at
the occasion they have been invited to as a guest. The speech should be tailored to the specific
event and audience, and it should effectively communicate the key messages and objectives.

The speech should begin with a warm greeting and an acknowledgment of the event organizers
and attendees. It should then introduce the manager and provide a brief background on their role
and achievements within the organisation.

The main body of the speech should focus on the key themes or messages that the manager
wants to convey. This could include:
- Highlighting the organisation’s vision, mission, and core values
- Discussing the organisation’s recent accomplishments and future plans
- Addressing any relevant industry trends or challenges
- Expressing gratitude and appreciation for the support of the audience

Throughout the speech, the manager should aim to engage the audience by using storytelling,
relevant examples, and a conversational tone. The speech should also incorporate appropriate
humor, anecdotes, or personal experiences to make it more relatable and memorable.

Towards the end of the speech, the manager should summarize the key points and leave the
audience with a clear call to action or a inspiring message that aligns with the occasion and the
organisation’s objectives.

The speech should be well-structured, with a clear introduction, body, and conclusion. It should
also be tailored to the specific audience and event, ensuring that the content and delivery are
relevant and impactful.

(c) Preparatory Steps for Developing an Effective Speech:

 1. Clearly Define the Objective: Clearly understand the purpose of the speech and
the desired outcome or message you want to convey to the audience.

2. Research the Audience: Gather information about the audience, including their
demographics, interests, and expectations, to tailor the speech accordingly.

3. Gather Relevant Information: Collect and organize the necessary information,

data, and supporting materials that you will use in the speech.

4. Outline the Structure: Develop a clear and logical outline for the speech,
including an introduction, body, and conclusion.

5. Craft the Introduction: Develop an engaging and

QUESTION SIX.
(a) Roles of Electronic Communication in Managing Modern Organisations:

1. Improved Efficiency: Electronic communication, such as email, instant messaging, and video
conferencing, allows for faster and more efficient exchange of information, reducing response
times and improving overall productivity.

2. Enhanced Collaboration: Electronic communication tools facilitate real-time collaboration,

enabling team members to work together on projects, share documents, and provide feedback,
even when they are geographically dispersed.

3. Increased Accessibility: Electronic communication channels, like cloud-based platforms and

mobile apps, provide employees with greater access to information and resources, enabling them
to stay connected and informed, regardless of their location.

4. Cost Savings: Adopting electronic communication can lead to cost savings for organisations,
as it reduces the need for physical infrastructure, travel, and paper-based communication.

5. Improved Record-keeping: Electronic communication platforms often provide built-in features

for archiving and retrieving past communications, which can be valuable for record-keeping,
compliance, and knowledge management purposes.

(b) Ways to Use Voice to Enhance Effective Presentation in an Annual General Meeting:

1. Tone and Inflection: Modulating the tone, pitch, and inflection of your voice can help convey
emotions, emphasize key points, and maintain the audience's attention.

2. Pace and Rhythm: Varying the pace and rhythm of your speech can create a more engaging
and dynamic presentation, preventing the audience from becoming bored or disengaged.

3. Volume and Projection: Adjusting the volume and projection of your voice can help ensure
that your message is heard clearly by the audience, especially in a large venue.
4. Pauses and Emphasis: Strategically placing pauses and emphasizing certain words or phrases
can help to highlight important information and allow the audience to process the content.

5. Vocal Variety: Incorporating different vocal techniques, such as using a conversational tone,
storytelling, or rhetorical questions, can help to keep the audience engaged and interested.

(c) Ethical Issues in Communication:

1. Truthfulness and Honesty: Ensuring that the information communicated is accurate, truthful,
and does not mislead or deceive the audience.

2. Confidentiality and Privacy: Respecting the confidentiality of sensitive information and

protecting the privacy of individuals involved in the communication.

3. Respect and Inclusivity: Communicating in a manner that is respectful, inclusive, and free
from discrimination, bias, or prejudice.

4. Transparency and Accountability: Promoting transparency in communication and being

accountable for the information and messages shared.

5. Intellectual Property Rights: Respecting the intellectual property rights of others and avoiding
the unauthorized use or reproduction of copyrighted material.

6. Cybersecurity and Data Protection: Ensuring the security and protection of digital
communication channels and the data transmitted through them.

7. Ethical Use of Technology: Considering the ethical implications of using communication

technologies, such as the potential for surveillance, manipulation, or misuse of personal
information.

8. Environmental Responsibility: Promoting sustainable and environmentally responsible

communication practices, such as reducing paper usage and minimizing the carbon footprint of
communication activities.

9. Conflict of Interest: Identifying and addressing any potential conflicts of interest that may
arise in the communication process.

10. Ethical Decision-making: Developing and implementing ethical frameworks and guidelines
to guide communication decisions and practices within the organization.

(d) Roles of Circulars and Newsletters in Communication:

1. Information Dissemination: Circulars and newsletters serve as effective channels for

disseminating important information, updates, and announcements to employees, stakeholders,
or the general public.
2. Organizational Transparency: These communication tools can help to enhance transparency
within the organization by providing regular updates on the company's activities, achievements,
and future plans.

3. Employee Engagement: Circulars and newsletters can be used to engage employees by sharing
relevant news, recognizing achievements, and fostering a sense of community within the
organization.

4. Stakeholder Engagement: These communication channels can be used to keep external

stakeholders, such as customers, suppliers, or investors, informed about the organization's
developments and initiatives.

5. Knowledge Sharing: Circulars and newsletters can be used to share best practices, industry
insights, and other valuable knowledge within the organization, promoting learning and
continuous improvement.

6. Branding and Image Building: Well-designed and informative circulars and newsletters can
contribute to the organization's branding and help to enhance its public image and reputation.

QUESTION SEVEN .
(a) Five Powers of a Person Chairing a Meeting:

1. Agenda Setting: The chairperson has the power to set the agenda for the meeting,
determining the topics to be discussed and the order in which they will be
addressed.

2. Time Management: The chairperson has the authority to manage the time
allocated for the meeting, ensuring that discussions stay on track and that all
agenda items are covered within the allotted time frame.

3. Facilitating Discussion: The chairperson is responsible for facilitating the

discussion, encouraging participation, and ensuring that all attendees have the
opportunity to contribute their ideas and perspectives.

4. Maintaining Order: The chairperson has the power to maintain order during the
meeting, addressing any disruptive behavior or off-topic discussions, and ensuring
that the meeting remains focused and productive.

5. Decision-Making: The chairperson may have the authority to make decisions or

guide the group towards consensus, particularly on matters that require immediate
action or resolution.
 (b) (i) Meaning of Lateral Communication:
Lateral communication refers to the exchange of information, ideas, and feedback among
individuals or teams at the same hierarchical level within an organization. It occurs across
different departments, functions, or units, rather than following the traditional top-down or
bottom-up communication channels.

(ii) Advantages of Lateral Communication:

1. Improved Coordination and Collaboration: Lateral communication facilitates the

exchange of information and the coordination of activities among different teams or
departments, leading to better collaboration and more efficient problem-solving.

2. Enhanced Information Sharing: Lateral communication allows for the sharing of

knowledge, expertise, and best practices across the organization, fostering a culture of
learning and continuous improvement.

3. Faster Decision-Making: By bypassing the traditional hierarchical channels, lateral

communication can enable quicker decision-making and more responsive actions to
address emerging issues or opportunities.

4. Increased Employee Engagement: Lateral communication can promote a sense of

ownership and engagement among employees, as they feel empowered to contribute and
share their ideas directly with their peers.

5. Reduced Silos and Improved Organizational Alignment: Lateral communication helps

break down organizational silos and promotes a more integrated and aligned approach to
achieving the organization’s goals.

© Organizational Barriers that Might Interfere with Transmission:

1. Hierarchical Structure: A rigid, hierarchical organizational structure can create

communication barriers, as information may be filtered or delayed as it moves up and
down the chain of command.

2. Lack of Clarity in Communication Channels: Unclear or undefined communication

channels within the organization can lead to confusion and breakdowns in the
transmission of information.

3. Cultural Barriers: Organizational cultures that discourage open communication, feedback,

or the sharing of information can create barriers to effective transmission.
 4. Technology Limitations: Outdated or incompatible communication technologies, such as
outdated software or hardware, can hinder the efficient transmission of information
within the organization.

5. Information Overload: The sheer volume of information and the constant flow of
communication can lead to information overload, making it difficult for employees to
prioritize and process the most relevant information.

6. Resistance to Change: Organizational resistance to change or a lack of adaptability can

impede the adoption of new communication technologies or practices, hindering the
effective transmission of information.

7. Lack of Trust: A lack of trust between individuals or departments can create barriers to
open and transparent communication, leading to the withholding or distortion of
information.

8. Geographical Dispersion: In organizations with geographically dispersed teams or

offices, physical distance can create communication barriers and make it more
challenging to transmit information effectively.

APRIL 2022
CPA

QUESTION ONE.
(a) Five factors to consider when choosing the media for a press release:

1. Target Audience: Identify the specific audience you want to reach with the press release and
choose media channels that are most relevant and accessible to them, such as industry-specific
publications, trade journals, or online news portals.

2. Media Credibility and Reach: Consider the credibility and reach of the media outlets you are
considering. Reputable and widely-read media channels can lend more credibility to your
announcement and ensure broader exposure.

3. Timeliness and Relevance: Align the timing of your press release with current industry trends,
events, or news cycles to increase its relevance and the likelihood of it being picked up by the
media.
4. Media Format Preferences: Different media outlets may have preferences for specific formats,
such as written press releases, video announcements, or multimedia content. Tailor your press
release to match the preferred format of your target media channels.

5. Cost and Budget: Evaluate the cost associated with different media channels, such as paid
advertising, sponsored content, or distribution services, and ensure that it aligns with your overall
communication budget and strategy.

(b) Five disadvantages of using questionnaires to collect information:

1. Limited Depth of Responses: Questionnaires often provide limited opportunities for

respondents to elaborate on their answers, resulting in a lack of in-depth insights and a potential
loss of valuable qualitative information.

2. Potential for Bias: The wording, structure, and order of questions in a questionnaire can
inadvertently introduce bias, leading to skewed or inaccurate responses from participants.

3. Low Response Rates: Questionnaires, especially those administered online or by mail, can
suffer from low response rates, which can compromise the representativeness and reliability of
the data collected.

4. Lack of Flexibility: Questionnaires are generally rigid in their structure, making it difficult to
adapt or modify the questions based on the responses received or to explore emerging themes
during the data collection process.

5. Difficulty in Verifying Responses: Questionnaires rely on self-reported data, which can be

subject to inaccuracies, misunderstandings, or even intentional misrepresentation by respondents,
making it challenging to verify the authenticity of the information collected.

(c) Five characteristics of a good sales speech:

1. Attention-Grabbing Introduction: A strong, attention-grabbing introduction that immediately

captures the audience's interest and sets the tone for the rest of the sales speech.

Example: "Imagine a world where you could save time, money, and hassle on your daily
commute. Today, I'm here to introduce a revolutionary new transportation solution that will
change the way you think about getting from point A to point B."

2. Clearly Defined Benefits: Clearly articulating the specific benefits and value proposition of the
product or service being offered, addressing the audience's needs and pain points.

Example: "Our electric scooter not only reduces your carbon footprint but also saves you money
on gas and parking fees. With a range of up to 30 miles and a top speed of 20 mph, you can
breeze through traffic and arrive at your destination refreshed and ready to tackle the day."
3. Storytelling and Emotional Appeal: Incorporating storytelling elements and appealing to the
audience's emotions to create a more compelling and memorable sales pitch.

Example: "When my mother was diagnosed with a chronic illness, I knew I had to find a solution
that would give her the independence and freedom she deserved. That's when I discovered our
electric scooter, and it has truly transformed her life. Now, she can run her errands, visit her
friends, and enjoy her hobbies without relying on others for transportation."

4. Handling Objections: Anticipating and addressing potential objections or concerns from the
audience, demonstrating a thorough understanding of their needs and concerns.

Example: "I know what you might be thinking: 'Electric scooters are expensive and not practical
for everyday use.' But let me show you how our model is not only affordable but also designed
with your convenience in mind. With a sleek, foldable design and a lightweight frame, you can
easily store it in your car or take it with you on public transportation."

5. Compelling Call-to-Action: Ending the sales speech with a clear and compelling call-to-action
that encourages the audience to take the desired next step, such as scheduling a demo, signing up
for a trial, or making a purchase.

QUESTION TWO.
(a) (i) Meaning of "Interpersonal Communication":

Interpersonal communication refers to the process of exchanging information, ideas, thoughts,

and feelings between two or more individuals through verbal and non-verbal means. It involves
the direct interaction and exchange of messages between people in a face-to-face or mediated
setting.

Interpersonal communication is a dynamic and interactive process that goes beyond the mere
transmission of information. It encompasses the understanding, interpretation, and response to
the messages being conveyed, as well as the social and emotional aspects of the interaction.

(ii) Reasons Why Good Interpersonal Communication is Essential at the Workplace:

1. Improved Collaboration and Teamwork: Effective interpersonal communication fosters

collaboration and teamwork, enabling employees to work together more efficiently and
effectively towards common goals.

2. Enhanced Problem-Solving and Decision-Making: Good interpersonal communication

facilitates the exchange of ideas, perspectives, and information, leading to better problem-solving
and more informed decision-making.

3. Increased Employee Engagement and Motivation: When employees feel heard, understood,
and valued through effective interpersonal communication, it can lead to higher levels of
engagement, job satisfaction, and motivation.
4. Reduced Conflicts and Misunderstandings: Effective interpersonal communication helps to
prevent and resolve conflicts by promoting mutual understanding, empathy, and the ability to
address issues constructively.

5. Improved Organizational Efficiency and Productivity: Effective interpersonal communication

streamlines information flow, reduces delays, and enhances overall organizational efficiency and
productivity.

6. Enhanced Customer Service and Relationships: Good interpersonal communication skills

among employees can lead to better customer service, stronger customer relationships, and
improved brand reputation.

7. Facilitation of Change and Adaptation: Effective interpersonal communication can help

organizations navigate change and adapt to new challenges by fostering a culture of open
dialogue and adaptability.

8. Strengthened Organizational Culture and Cohesion: Interpersonal communication plays a

crucial role in building a positive organizational culture, fostering a sense of community, and
promoting cohesion among employees.

(b) Benefits of Forming Departmental Committees to Improve Internal Communication:

1. Improved Cross-Functional Collaboration: Departmental committees bring together

representatives from different functional areas, facilitating the exchange of information, ideas,
and best practices across the organization.

2. Enhanced Problem-Solving and Decision-Making: Committees provide a platform for

collective problem-solving, allowing for the integration of diverse perspectives and the
development of more comprehensive solutions.

3. Increased Transparency and Information Sharing: Committees can serve as a conduit for
transparent communication, ensuring that relevant information is shared across the organization
and reducing silos.

4. Fostering of Interdepartmental Relationships: The regular interaction and collaboration within

committees can help build stronger relationships and trust among employees from different
departments.

5. Improved Coordination and Alignment: Committees can help align departmental goals,
strategies, and initiatives, ensuring that the organization is working towards a common purpose.

6. Faster Dissemination of Information: Committees can serve as a communication channel,

enabling the efficient and timely dissemination of information to relevant stakeholders.
7. Enhanced Employee Engagement and Morale: Participation in departmental committees can
increase employee engagement, as they feel empowered to contribute to the decision-making
process.

8. Identification of Communication Gaps and Improvements: Committees can help identify

communication gaps, bottlenecks, and areas for improvement, leading to the implementation of
more effective communication practices.

9. Promotion of Continuous Improvement: Committees can facilitate the ongoing review and
refinement of communication processes, fostering a culture of continuous improvement within
the organization.

9. Strengthened Organizational Resilience: Effective internal communication through

departmental committees can enhance the organization's ability to adapt to change and
respond to challenges more effectively.

QUESTION THREE.

(a) Five Functions of Non-Verbal Communication:

1. Reinforcement and Emphasis:

Non-verbal communication can be used to reinforce and emphasize the verbal message being
conveyed. For example, using hand gestures, facial expressions, or tone of voice to accentuate
specific points or add emphasis to the spoken words.

2. Regulation of Interaction:
Non-verbal cues, such as eye contact, body posture, and proximity, can help regulate the flow
of communication and manage the interaction between individuals. They can signal when
someone wants to speak, take a turn, or end a conversation.

3. Conveying Emotions and Attitudes:

Non-verbal communication is a powerful means of expressing emotions, feelings, and
attitudes. Facial expressions, body language, and tone of voice can convey a wide range of
emotions, from happiness and excitement to anger and frustration.

4. Providing Feedback and Clarification:

Non-verbal communication can be used to provide feedback and clarification during a
conversation. Nodding, frowning, or raising an eyebrow can indicate understanding, confusion,
or disagreement, respectively, and help the speaker adjust their message accordingly.

5. Establishing Relationships and Social Bonds:

Non-verbal communication plays a crucial role in establishing and maintaining relationships.
Factors such as eye contact, touch, and proximity can convey intimacy, trust, and rapport,
fostering stronger social bonds between individuals.
These five functions of non-verbal communication demonstrate its importance in enhancing the
effectiveness and nuance of human interaction, complementing and enriching the verbal
exchange of information and ideas.

QUESTION FOUR.
a) Here are five strategies that could be used to overcome sender-oriented barriers in a telephone
conversation:

1. Speak clearly and at a moderate pace: Enunciate your words clearly and avoid speaking too
quickly or too slowly. This will help ensure the receiver can understand you easily.

2. Use simple, straightforward language: Avoid using complex jargon or technical terms that the
receiver may not be familiar with. Use plain, everyday language that is easy to comprehend.

3. Actively listen and respond accordingly: Pay close attention to the receiver's responses and
adjust your communication style accordingly. If you sense confusion or misunderstanding,
rephrase or clarify your message.

4. Maintain a friendly and approachable tone: Speak in a warm, friendly manner to put the
receiver at ease and encourage open communication.

5. Provide clear instructions and follow-up: If the conversation involves providing instructions or
information, make sure to speak slowly, repeat key points, and offer to follow up in writing if
necessary.

b) Here are five disadvantages of written communication:

1. Lack of immediate feedback: In written communication, there is no immediate feedback or

opportunity for clarification, which can lead to misunderstandings.

2. Potential for misinterpretation: Written messages can be interpreted differently by different

readers, leading to confusion or miscommunication.

3. Impersonal nature: Written communication can feel more impersonal and less engaging than
face-to-face or verbal interactions.

4. Time-consuming: Crafting a well-written message can be time-consuming, especially when

compared to the speed of verbal communication.

5. Lack of non-verbal cues: Written communication lacks the non-verbal cues, such as body
language and tone of voice, that can provide important context and nuance.

c) Here are five reasons why organizations prefer to use presentations when holding conferences:

1. Effective information sharing: Presentations allow organizations to efficiently convey a large

amount of information to a large audience in a structured and organized manner.
2. Visual aids and multimedia: Presentations enable the use of visual aids, such as slides, videos,
and graphics, which can enhance the audience's understanding and engagement.

3. Audience engagement: Presentations can be designed to be interactive, allowing for audience

participation and questions, which can foster engagement and discussion.

4. Branding and marketing: Presentations provide an opportunity for organizations to showcase

their brand, products, or services to a captive audience, which can be valuable for marketing and
promotional purposes.

6. Flexibility and adaptability: Presentations can be tailored to the specific needs and
interests of the conference audience, allowing organizations to deliver content that is
relevant and valuable to the attendees.

QUESTION FIVE .
a) Here are five uses of social media applications:

1. Communication and Networking: Social media platforms allow users to connect,

communicate, and share information with friends, family, and professional contacts.

2. Content Sharing: Social media enables users to create, share, and consume various types
of content, such as text, images, videos, and links.

3. Information Gathering and Dissemination: Social media can be used to stay informed
about current events, trends, and news, as well as to share information and ideas with
others.

4. Marketing and Advertising: Businesses and organizations can use social media to
promote their products, services, and brand, as well as to engage with their target
audience.

5. Collaboration and Coordination: Social media platforms can facilitate collaboration and
coordination among individuals and groups, particularly in remote or distributed work
environments.

b) (i) The term “memorandum” refers to a written message or document that is used
to communicate information, ideas, or instructions within an organization or
between individuals.

(ii) Here are three purposes of a new memorandum:

 1. Informing: A memorandum can be used to inform employees, colleagues, or stakeholders
about new policies, procedures, or changes within the organization.

2. Requesting Action: A memorandum can be used to request specific actions or tasks to be

completed by the recipient(s).

3. Documenting Decisions: A memorandum can be used to document important decisions,

agreements, or understandings reached within the organization.

c) The five steps of the listening process are:

1. Receiving: This involves actively paying attention to the speaker and being receptive to
the information being communicated.

2. Interpreting: This involves trying to understand the meaning and intent behind the
speaker’s message, taking into account the context, tone, and non-verbal cues.

3. Evaluating: This involves critically analyzing the information received and assessing its
accuracy, relevance, and importance.

4. Responding: This involves providing feedback, asking clarifying questions, or

acknowledging the speaker’s message to demonstrate understanding.

5. Remembering: This involves retaining the key information from the conversation and
being able to recall it later if necessary.

QUESTION SIX.
.

a) Six features of a good business proposal:

1. Clear and concise executive summary: This should provide a high-level overview of the
key points of the proposal, including the problem or opportunity, the proposed solution,
and the expected benefits.

2. Detailed description of the problem or opportunity: This section should clearly articulate
the specific issue or opportunity that the proposal aims to address, providing relevant
context and supporting data.
3. Comprehensive solution: The proposal should outline a well-thought-out solution that
addresses the identified problem or opportunity, including a detailed implementation plan
and timeline.

4. Compelling value proposition: The proposal should clearly demonstrate the value that the
proposed solution will bring to the client or stakeholders, highlighting the benefits and
addressing any potential concerns or objections.

5. Robust financial analysis: The proposal should include a detailed financial analysis,
including projected costs, revenue, and return on investment, to demonstrate the financial
viability of the proposed solution.

6. Credible team and experience: The proposal should highlight the qualifications and
relevant experience of the team that will be responsible for delivering the proposed
solution, instilling confidence in the client or stakeholders.

b) Six areas that should be included in a formal report:

1. Introduction: This section should provide background information, the purpose of the
report, and the scope of the investigation or analysis.

2. Methodology: This section should describe the research methods, data sources, and
analytical techniques used to gather and analyze the information presented in the report.

3. Findings: This section should present the key findings and observations derived from the
investigation or analysis, supported by relevant data and evidence.

4. Analysis and Interpretation: This section should provide a detailed analysis and
interpretation of the findings, highlighting the significance and implications of the results.

5. Conclusions and Recommendations: This section should summarize the key conclusions
drawn from the report and provide well-reasoned recommendations for action or further
investigation.

6. Appendices and References: This section should include any supplementary information,
such as data tables, charts, or references to external sources, that support the content of
the report.
 c) Four steps that an organization should take to enhance ethical communication:

1. Establish a clear code of ethics: The organization should develop and communicate a
comprehensive code of ethics that outlines the expected standards of behavior and ethical
principles for all employees and stakeholders.

2. Provide ethical communication training: The organization should implement regular

training programs to educate employees on ethical communication practices, including
topics such as active listening, empathy, transparency, and conflict resolution.

3. Foster a culture of open communication: The organization should encourage a culture of

open and transparent communication, where employees feel comfortable raising
concerns, asking questions, and engaging in constructive dialogue without fear of
retaliation.

4. Implement ethical communication policies and procedures: The organization should

develop and enforce policies and procedures that promote ethical communication, such as
guidelines for handling sensitive information, addressing conflicts of interest, and
responding to ethical dilemmas.

By implementing these steps, an organization can enhance ethical communication, build trust
with stakeholders, and foster a more positive and productive work environment.

QUESTION SEVEN.
a) Four key elements to consider when writing a paragraph:

1. Topic Sentence: The topic sentence should clearly state the main idea or focus of the
paragraph, providing a clear direction for the reader.

2. Supporting Details: The paragraph should include relevant supporting details, such as
examples, facts, or explanations, that help to develop and expand on the main idea.

3. Coherence: The paragraph should be well-organized and coherent, with clear connections
between the sentences and a logical flow of ideas.
4. Conciseness: The paragraph should be concise and focused, avoiding unnecessary
wordiness or tangential information that could distract the reader from the main point.

b) Four commonly used methods of upward communication in business:

1. Employee Feedback Surveys: Businesses can use anonymous surveys to gather feedback
and insights from employees on various aspects of the organization, such as job
satisfaction, communication, and management practices.

2. Open-Door Policy: Encouraging an open-door policy, where employees feel comfortable

approaching their managers or leaders with questions, concerns, or suggestions, can
facilitate upward communication.

3. Employee Suggestion Schemes: Implementing formal suggestion schemes or programs

that allow employees to submit ideas for improving processes, products, or services can
be an effective way to encourage upward communication.

4. Town Hall Meetings: Holding regular town hall-style meetings where employees can
directly engage with and ask questions of senior management can foster open and
transparent upward communication.

c) Six factors that could contribute to ineffective group communication:

1. Lack of Clear Objectives: If the group does not have a clear understanding of the purpose
and goals of the communication, it can lead to confusion and ineffective discussions.

2. Dominance by Certain Individuals: When certain group members monopolize the

conversation or fail to allow others to contribute, it can stifle participation and limit the
diversity of perspectives.
 3. Poor Listening Skills: If group members do not actively listen to and engage with each
other’s ideas and concerns, it can hinder the effectiveness of the communication.

4. Lack of Trust and Openness: If there is a lack of trust or a perceived lack of

psychological safety within the group, members may be hesitant to share their thoughts
and opinions openly.

5. Ineffective Facilitation: If the group communication is not effectively facilitated, with

clear agendas, time management, and conflict resolution strategies, it can lead to
disorganized and unproductive discussions.

6. Cultural or Linguistic Barriers: Differences in cultural backgrounds, language

proficiency, or communication styles within the group can create barriers to effective
communication and understanding.

By addressing these factors, organizations can work to enhance the effectiveness of group
communication and foster more productive and collaborative interactions.

PILOT- DECEMBER 2021.

CPA .
KASNEB

PILOT-DECEMBER 2021
QUESTION ONE

(a) Identify six merits of grapevine communication in an organisation.

(6 marks)
(b) Distinguish between "active listening" and "emphatic listening".
(4 marks)
(c) Examine five ways in which written communication could be made reader friendly.

QUESTION TWO
(a) In the context of communication process, define the following terms;
(i) Encoding.
(ii) Decoding.
(iii) Feedback.
(b) Outline six ways through which management could enhance communication.
(c) Discuss four merits of effective listening.

QUESTION THREE

(a) Highlight eight benefits of using non-verbal cues in communication

(b) Analyse six essentials of a good business letter

QUESTION FOUR

(a) Outline five roles played the secretary after a meeting.

(b) Identify five non-verbal signals that could indicate positive communication.
(c) Discuss five psychological barriers to communication.

QUESTION FIVE
(A)Highlight six benefits that could accrue to an organisation from the use of intranet

B)Distinguish between "interpersonal" and "intrapersonal" communication.

©Examine five guidelines that a speaker could follow to ensure effective presentation.
(10 marks)

(Total: 20 marks)

QUESTION SIX
(a) Justify five reasons why it is important to observe ethics during a presentation.
(5 marks)
(b) Identify five challenges associated with interviews.
(5 marks)
(c) Assess five characteristics of a good report.
(10 marks)

(Total: 20 marks)

QUESTION SEVEN
(a) Outline eight roles played by a chairperson in a meeting..
(8 marks)
(b) Highlight six benefits that an organisation could achieve from effective communication.
(6 marks)
© Explain three factors that could guide a presenter while choosing a topic for
presentation.

DECEMBER 2021.

QUESTION ONE

(a) Outline ten rules for effective writing of business letters.

(b) Analyze five types of meetings that could be held by an organisation

QUESTION TWO

(B) Outline five roles of a secretary during a meeting.

(b) Explain five advantages of using wireless networks.

(c) There are many achievements that have been made in the East Africa
telecommunication sector over the last decade. Among them is the modern marvels of
technology in teleconferencing.
QUESTION TWO.
(a) Identify six internal communication challenges in an organisation.

(b) Summarize six types of non-verbal communication.

(c) Analyze four principles of ethical communication.

With reference to the above statement. five advantages of teleconferencing. (5 marks)

QUESTION THREE
(a)Identify six internal communication challenges in an organisation.
(B)ummarize six types of non-verbal communication.
© Analyze four principles of ethical communication.

QUESTION FOUR

(a)Quite often, senior management officers in an organisation are called upon to deliver
oral presentations in various forums within and out of the organisation.
In relation to the above statement, propose five steps followed in the preparation stageof a
presentation.

(B)Explain five benefits of external communication to a business organisation.

. (10 marks)

QUESTION FIVE

(a)Describe the three stages of interpersonal communication.

(10 marks)
(b) Explain five sections of a formal report.
(c) Outline four factors that might be considered while presenting a business proposal. (4
marks)
(Total: 20 marks)

QUESTION ONE
a) Six merits of grapevine communication in an organization:

1. Speed: Grapevine communication is often faster than formal communication channels,

allowing information to spread quickly throughout the organization.

2. Informality: The informal nature of grapevine communication can help build trust and foster a
sense of community among employees.

3. Feedback: Grapevine communication can provide valuable feedback and insights that may not
be captured through formal channels.

4. Morale: Grapevine communication can help boost employee morale by keeping them
informed and engaged with the organization.

5. Flexibility: Grapevine communication is more flexible and adaptable than formal

communication, allowing it to respond to changing circumstances and needs.

6. Supplementary: Grapevine communication can supplement formal communication channels,

providing additional information and context that may not be available through official sources.

b) Distinction between "active listening" and "emphatic listening":

Active listening:
- Involves actively engaging with the speaker, asking clarifying questions, and paraphrasing to
ensure understanding.
- Focuses on understanding the content and meaning of the message being conveyed.
- Aims to gather information and gain a clear understanding of the speaker's perspective.

Empathic listening:
- Involves not only understanding the content of the message but also the emotions and feelings
behind it.
- Focuses on understanding the speaker's perspective, emotions, and experiences.
- Aims to connect with the speaker on a deeper level and convey understanding and compassion.

c) Five ways to make written communication more reader-friendly:

1. Use clear and concise language: Avoid jargon, complex sentences, and unnecessary technical
terms. Use simple, straightforward language that is easy to understand.

2. Organize the content logically: Structure the document with clear headings, subheadings, and
paragraphs to make it easy for the reader to navigate and understand the information.

3. Use visual aids effectively: Incorporate relevant images, graphs, charts, or tables to
supplement the written content and make it more engaging and informative.

4. Tailor the tone and style to the audience: Adjust the tone, language, and level of formality
based on the target audience to ensure the communication is relevant and relatable.

5. Proofread and edit thoroughly: Carefully review the written communication for any
spelling, grammar, or formatting errors to ensure it is polished and professional.

QUESTION TWO.
(a) In the context of the communication process, the following terms are defined:

(i) Encoding:
Encoding is the process of converting the sender's thoughts, ideas, or information into a
message that can be transmitted through a communication channel. This involves
selecting the appropriate words, symbols, or non-verbal cues to convey the intended
meaning.

(ii) Decoding:
Decoding is the process of interpreting and understanding the message received by the
receiver. It involves the receiver translating the encoded message into a form that they
can comprehend and make sense of.

(iii) Feedback:
Feedback is the response or reaction from the receiver that is communicated back to the
sender. It allows the sender to understand if the message has been received and
understood as intended. Feedback can be verbal, non-verbal, or in the form of actions.

(b) Six ways through which management can enhance communication:

1. Establish clear communication channels: Develop and maintain effective

communication channels, both formal and informal, to ensure information flows
smoothly throughout the organization.

2. Encourage open and transparent communication: Foster an environment where

employees feel comfortable sharing information, expressing their ideas, and providing
feedback.

3. Improve listening skills: Train managers and employees to be active and empathetic
listeners, actively seeking to understand the perspectives and concerns of others.

4. Provide regular feedback and updates: Regularly provide feedback, updates, and
information to employees to keep them informed and engaged.

5. Utilize various communication methods: Use a variety of communication methods,

such as meetings, emails, presentations, and team-building activities, to cater to different
communication preferences and needs.

6. Encourage cross-departmental communication: Facilitate collaboration and

communication across different departments and teams to promote information sharing
and problem-solving.
 (c) Four merits of effective listening:

1. Improved understanding: Effective listening allows the receiver to better understand

the sender's message, leading to more accurate interpretation and effective
communication.

2. Enhanced relationships: Active and empathetic listening helps build trust, respect, and
stronger relationships between the communicating parties.

3. Increased productivity: Effective listening can lead to better decision-making,

problem-solving, and task completion, as the receiver is better informed and able to
respond appropriately.

5. Reduced conflicts: Effective listening helps to minimize misunderstandings and conflicts

by ensuring that the receiver accurately comprehends the sender's message and intentions.

QUESTION THREE.
(a) Eight benefits of using non-verbal cues in communication:

1. Enhances understanding: Non-verbal cues, such as body language, facial expressions, and tone
of voice, can provide additional context and meaning to the verbal message, leading to better
understanding.

2. Builds trust and rapport: Effective use of non-verbal cues can help establish a connection,
convey sincerity, and build trust between the communicating parties.

3. Reinforces the message: Non-verbal cues can reinforce and emphasize the verbal message,
making it more impactful and memorable.

4. Conveys emotions and attitudes: Non-verbal cues can effectively communicate emotions,
attitudes, and feelings that may not be easily expressed through words alone.
5. Facilitates effective communication: Non-verbal cues can help clarify ambiguous or unclear
verbal messages, leading to more effective communication.

6. Provides cultural context: In some cultures, non-verbal cues play a significant role in
communication and can help bridge cultural differences.

7. Enhances leadership and influence: Effective use of non-verbal cues can enhance a leader's
presence, authority, and ability to influence others.

8. Improves interpersonal skills: Developing the ability to read and use non-verbal cues can
improve overall interpersonal communication skills.

(b) Six essentials of a good business letter:

1. Proper formatting: The letter should be formatted correctly, with appropriate margins, spacing,
and alignment, following standard business letter conventions.

2. Clear and concise language: The language used in the letter should be clear, concise, and easy
to understand, avoiding jargon or overly complex vocabulary.

3. Appropriate tone: The tone of the letter should be professional, courteous, and appropriate for
the intended audience and the purpose of the communication.

4. Logical organization: The letter should be organized in a logical manner, with a clear
introduction, body, and conclusion, making it easy for the reader to follow the flow of
information.

5. Attention to detail: The letter should be free of spelling, grammar, and punctuation errors,
demonstrating attention to detail and professionalism.
 6. Relevant and specific content: The content of the letter should be relevant to the purpose
and should provide specific and relevant information to the recipient.

QUESTION FOUR.
(a) Five roles played by the secretary after a meeting:

1. Minute-taking: The secretary is responsible for taking detailed minutes of the meeting,
recording the key discussions, decisions, and action items.

2. Distributing meeting minutes: The secretary ensures that the meeting minutes are distributed
to all attendees and relevant stakeholders in a timely manner.

3. Follow-up on action items: The secretary tracks the progress of the action items identified
during the meeting and follows up with the responsible parties to ensure timely completion.

4. Preparing and distributing meeting materials: The secretary may be tasked with preparing and
distributing any materials or documents discussed or referenced during the meeting.

5. Coordinating post-meeting tasks: The secretary may assist in coordinating any post-meeting
tasks, such as scheduling follow-up meetings, arranging for the distribution of meeting
recordings, or facilitating the implementation of decisions made during the meeting.

(b) Five non-verbal signals that could indicate positive communication:

1. Maintaining eye contact: Sustained eye contact during a conversation can indicate
attentiveness, interest, and engagement.

2. Open body language: An open, relaxed, and approachable body posture, such as uncrossed
arms and legs, can convey a willingness to communicate.
3. Nodding and head tilting: Nodding or tilting the head can signal understanding, agreement, or
active listening.

4. Smiling and positive facial expressions: Smiling and other positive facial expressions can
convey friendliness, warmth, and a receptive attitude.

5. Mirroring body language: When communicating parties unconsciously mirror each other's
body language, it can indicate a sense of rapport and connection.

(c) Five psychological barriers to communication:

1. Perception biases: Preconceived notions, stereotypes, or personal biases can distort the way
individuals perceive and interpret messages, leading to misunderstandings.

2. Emotional barriers: Strong emotions, such as anger, fear, or anxiety, can interfere with the
ability to communicate effectively and objectively.

3. Lack of trust: If there is a lack of trust between the communicating parties, it can hinder open
and honest communication.

4. Selective listening: Individuals may selectively listen to only the information that aligns with
their own beliefs or interests, ignoring or dismissing other relevant information.

6. Defensiveness: When individuals feel threatened or criticized, they may become

defensive, which can lead to a breakdown in communication and the inability to reach a
mutual understanding.

QUESTION FIVE.
(A) Six benefits that could accrue to an organization from the use of intranet:
1. Improved information sharing: An intranet allows for the efficient and centralized sharing of
information, policies, and resources within the organization, ensuring that all employees have
access to the same up-to-date information.

2. Enhanced collaboration: Intranets can facilitate collaboration among employees by providing

platforms for document sharing, project management, and real-time communication.

3. Increased productivity: By streamlining communication, reducing the need for physical

meetings, and providing easy access to information, an intranet can help improve employee
productivity.

4. Cost savings: Intranets can reduce the need for physical document storage, printing, and
distribution, leading to cost savings for the organization.

5. Improved employee engagement: Intranets can foster a sense of community and engagement
among employees by providing platforms for employee recognition, feedback, and social
interaction.

6. Secure information management: Intranets can provide a secure and controlled environment
for the storage and management of sensitive organizational information, ensuring data privacy
and security.

(B) Distinction between "interpersonal" and "intrapersonal" communication:

Interpersonal communication:
Interpersonal communication refers to the exchange of information, ideas, and messages between
two or more individuals. It involves the verbal and non-verbal interaction between people and is
essential for building relationships, resolving conflicts, and achieving mutual understanding.

Intrapersonal communication:
Intrapersonal communication is the internal dialogue or thought process that occurs within an
individual. It involves the individual's self-talk, self-reflection, and the internal processing of
information, emotions, and experiences. Intrapersonal communication is crucial for self-
awareness, decision-making, and personal growth.

(C) Five guidelines for effective presentation:

1. Thorough preparation: Thoroughly research the topic, organize the content, and practice the
presentation to ensure a smooth and confident delivery.

2. Clear and concise delivery: Use simple, easy-to-understand language, and avoid jargon or
complex terminology. Speak clearly and at a pace that allows the audience to follow along.

3. Engaging presentation style: Maintain eye contact with the audience, use appropriate body
language and gestures, and vary the tone and pace of your speech to keep the audience engaged.

4. Effective use of visual aids: If using visual aids, such as slides or handouts, ensure they are
well-designed, relevant, and enhance the presentation rather than distract from it.

5. Audience-centric approach: Tailor the presentation to the specific needs, interests, and
expectations of the audience, and be prepared to address any questions or concerns they
may have.

QUESTION SIX
(a) Five reasons why it is important to observe ethics during a presentation:

1. Respect for the audience: Adhering to ethical principles during a presentation demonstrates
respect for the audience and their time, ensuring that the content is relevant, truthful, and
presented in a professional manner.
2. Credibility and trust: Maintaining ethical standards in a presentation helps to build credibility
and trust with the audience, as they can be confident that the information being presented is
accurate and reliable.

3. Avoiding harm: Ethical presentation practices help to ensure that the content does not cause
any harm or offense to the audience, such as through the use of discriminatory language or the
promotion of unethical practices.

4. Professionalism and reputation: Upholding ethical standards during a presentation reflects the
professionalism of the presenter and can contribute to the overall reputation of the organization
or individual.

5. Legal and regulatory compliance: In some cases, adhering to ethical guidelines may be a legal
or regulatory requirement, and failure to do so could result in legal consequences or reputational
damage.

(b) Five challenges associated with interviews:

1. Bias and subjectivity: Interviewers may have preconceived notions or biases that can influence
the way they conduct the interview and interpret the responses.

2. Lack of preparation: If the interviewer is not well-prepared or lacks the necessary knowledge
about the topic or the interviewee, it can lead to ineffective questioning and missed opportunities.

3. Communication barriers: Differences in language, cultural backgrounds, or communication

styles between the interviewer and the interviewee can create challenges in understanding and
conveying information effectively.

4. Emotional factors: The emotional state of the interviewer or the interviewee, such as
nervousness, anxiety, or defensiveness, can affect the quality and flow of the interview.
5. Time constraints: Interviews are often conducted within a limited time frame, which can make
it challenging to cover all the necessary topics or to delve deeper into specific areas of interest.

(c) Five characteristics of a good report:

1. Clear and concise: The report should be written in a clear, concise, and easy-to-understand
language, avoiding jargon or overly complex terminology.

2. Logical organization: The report should be structured in a logical and coherent manner, with a
clear introduction, body, and conclusion, making it easy for the reader to follow the flow of
information.

3. Accuracy and objectivity: The report should present accurate and objective information,
supported by reliable sources and data, and should avoid any biases or personal opinions.

4. Relevance and focus: The report should be focused on the specific topic or issue at hand,
providing relevant and useful information to the intended audience.

5. Appropriate formatting and presentation: The report should be well-formatted, with

appropriate headings, subheadings, and visual aids (such as tables, graphs, or images) to enhance
the readability and visual appeal of the document.

DECEMBER 2021.

ANSWERS.

QUESTION ONE

(a) Ten rules for effective writing of business letters:

1. Clarity and conciseness: Use clear, concise, and straightforward language to convey your
message effectively.

2. Appropriate tone: Maintain a professional, courteous, and respectful tone throughout the letter.

3. Logical organization: Structure the letter in a logical and coherent manner, with a clear
introduction, body, and conclusion.

4. Attention to detail: Proofread the letter carefully to ensure there are no spelling, grammar, or
punctuation errors.

5. Personalization: Tailor the letter to the specific recipient, using their name and addressing their
needs or concerns.

6. Timeliness: Respond to inquiries or requests in a timely manner, avoiding unnecessary delays.

7. Appropriate formatting: Follow the standard business letter format, including the date,
recipient's address, salutation, and closing.

8. Relevant content: Ensure that the content of the letter is relevant and directly addresses the
purpose of the communication.

9. Actionable requests: If the letter includes any requests or action items, make them clear and
specific.

10. Professionalism: Maintain a professional and courteous demeanor throughout the letter,
avoiding any inappropriate or unprofessional language.

(b) Five types of meetings that could be held by an organization:

1. Staff meetings: These are regular meetings held with all or a specific group of employees to
discuss ongoing operations, share information, and address any issues or concerns.

2. Management meetings: These meetings are typically held among the organization's
management team to discuss strategic planning, decision-making, and the overall direction of the
business.

3. Project meetings: These meetings are held to discuss the progress, challenges, and next steps
of specific projects or initiatives within the organization.

4. Board meetings: These are meetings held by the organization's board of directors to discuss
high-level governance, policy, and strategic decisions.

5. Client or stakeholder meetings: These meetings are held with external clients, partners, or
stakeholders to discuss ongoing collaborations, address concerns, or negotiate new agreements.

Each type of meeting serves a specific purpose and requires different levels of preparation,
participation, and decision-making processes to ensure effective communication and the
achievement of the desired outcomes.

QUESTION TWO.
(a) Six internal communication challenges in an organization:

1. Organizational silos: Lack of cross-departmental communication and collaboration can lead to

information silos, hindering the flow of information and creating misunderstandings.

2. Ineffective information sharing: Inadequate or inconsistent dissemination of information,

policies, and updates can result in employees being uninformed or misinformed.

3. Language and cultural barriers: Diverse workforce with different linguistic and cultural
backgrounds can create communication barriers and misunderstandings.
4. Technology and digital divide: Uneven access or comfort with communication technologies
can lead to exclusion and frustration among employees.

5. Lack of feedback and transparency: Insufficient opportunities for employees to provide

feedback or receive clear and transparent communication from management can erode trust and
engagement.

6. Resistance to change: Employees may be reluctant to adapt to new communication channels or

processes, leading to resistance and a breakdown in effective communication.

(b) Six types of non-verbal communication:

1. Body language: Posture, gestures, eye contact, and facial expressions convey meaning and
emotions.

2. Paralinguistics: Tone of voice, volume, pitch, and pace of speech can influence the
interpretation of the message.

3. Proxemics: The physical distance between individuals during communication can indicate
comfort levels and power dynamics.

4. Haptics: The use of touch, such as handshakes, hugs, or pats on the back, can convey various
meanings and emotions.

5. Appearance: Grooming, clothing, and accessories can provide cues about an individual's
personality, status, or mood.

6. Environment: The physical setting, layout, and decor of the communication environment can
also influence the message and the interaction.
(c) Four principles of ethical communication:

1. Honesty and truthfulness: Communicating truthfully and avoiding deception or

misrepresentation is a fundamental principle of ethical communication.

2. Respect for others: Communicating with respect, empathy, and consideration for the dignity
and rights of others is essential for ethical communication.

3. Responsibility and accountability: Communicators should take responsibility for the impact of
their messages and be accountable for their actions and the consequences of their
communication.

4. Fairness and inclusiveness: Ethical communication should strive to be fair, inclusive, and non-
discriminatory, ensuring that all individuals have equal opportunities to participate and be heard.

(d) Five advantages of teleconferencing:

1. Cost savings: Teleconferencing eliminates the need for travel, reducing expenses associated
with transportation, accommodation, and time away from the office.

2. Increased accessibility: Teleconferencing allows for remote participation, enabling individuals

from different locations to attend meetings and collaborate effectively.

3. Improved efficiency: Teleconferencing can facilitate faster decision-making, reduce the time
spent on travel, and allow for more frequent and timely communication.

4. Enhanced collaboration: Teleconferencing tools often include features that facilitate real-time
collaboration, such as screen sharing, document editing, and virtual whiteboards.
 6. Environmental benefits: Teleconferencing reduces the carbon footprint associated with
in-person meetings, contributing to more sustainable business practices.

QUESTION THREE.

(a) Six internal communication challenges in an organization:

1. Information overload: Employees may be bombarded with too much information, making it
difficult to prioritize and process the most important details.
2. Lack of clarity: Unclear or ambiguous communication can lead to misunderstandings and
confusion among employees.
3. Hierarchical barriers: Communication may be hindered by rigid organizational structures and
power dynamics, making it difficult for employees to share ideas or provide feedback.
4. Cultural differences: In diverse organizations, differences in language, cultural norms, and
communication styles can create barriers to effective communication.
5. Technological challenges: Issues with technology, such as poor internet connectivity, outdated
communication tools, or lack of training, can impede effective communication.
6. Emotional barriers: Emotions, such as fear, mistrust, or resentment, can interfere with open
and honest communication within the organization.

(b) Six types of non-verbal communication:

1. Body language: Posture, gestures, eye contact, and facial expressions can convey a wealth of
information.
2. Paralanguage: The tone, pitch, and volume of one's voice can influence the meaning and
impact of the message.
3. Proxemics: The physical distance between individuals can indicate the nature of their
relationship and level of comfort.
4. Haptics: The use of touch, such as handshakes, hugs, or pats on the back, can communicate
emotions and establish rapport.
5. Appearance: An individual's clothing, grooming, and overall appearance can convey
information about their personality, status, or mood.
6. Environment: The physical setting and arrangement of the workspace can influence the tone
and dynamics of communication.

(c) Four principles of ethical communication:

1. Honesty and transparency: Ethical communication involves being truthful, accurate, and open
in one's interactions.
2. Respect and empathy: Communicating with respect for others' perspectives, feelings, and
rights is a fundamental principle of ethical communication.
3. Confidentiality and privacy: Protecting the confidentiality of sensitive information and
respecting individuals' privacy are essential ethical considerations.
4. Accountability and responsibility: Ethical communicators take responsibility for the impact of
their words and actions, and are willing to be held accountable for their communication.

By addressing these internal communication challenges, understanding the types of non-verbal

communication, and adhering to ethical principles, organizations can foster a more effective,
inclusive, and trustworthy communication environment.

QUESTION FOUR.
.

(a) Five steps in the preparation stage of a presentation:

1. Audience analysis: The first step is to thoroughly understand the audience, their knowledge
level, interests, and expectations. This helps tailor the presentation to their needs and concerns.

2. Objective setting: Clearly define the purpose and objectives of the presentation. This could be
to inform, persuade, or entertain the audience.
3. Content development: Organize the presentation content in a logical and coherent manner.
This includes researching the topic, gathering relevant information, and structuring the
presentation with an introduction, body, and conclusion.

4. Visual aid preparation: Develop effective visual aids, such as slides, handouts, or multimedia
elements, to support and enhance the presentation. These should be visually appealing, easy to
understand, and aligned with the presentation content.

5. Rehearsal and practice: Practice the presentation multiple times to ensure smooth delivery,
proper timing, and confidence in the material. This also allows for identifying and addressing
any potential issues or areas for improvement.

(b) Five benefits of external communication to a business organization:

1. Brand awareness and reputation: Effective external communication helps build and maintain a
positive brand image and reputation, which can attract new customers, partners, and investors.

2. Customer engagement and loyalty: Regular and transparent communication with customers
can foster stronger relationships, improve customer satisfaction, and increase loyalty.

3. Stakeholder management: Communicating with external stakeholders, such as shareholders,

regulators, and the community, can help manage expectations, address concerns, and maintain
positive relationships.

4. Market intelligence: External communication, such as customer feedback or industry news,

can provide valuable insights and intelligence that can inform business strategies and decision-
making.

5. Competitive advantage: Effective external communication can help a business differentiate

itself from competitors, showcase its unique offerings, and position itself as a leader in the
industry.
By following these steps in the preparation stage and leveraging the benefits of external
communication, senior management officers can deliver impactful and effective presentations
that contribute to the organization's success.

QUESTION FIVE.

(a) The three stages of interpersonal communication:

1. Initiation:
- This is the first stage of interpersonal communication, where the communication process
begins.
- It involves the initial contact between individuals, such as a greeting, introduction, or a
conversation starter.
- During this stage, individuals establish a connection and set the tone for the interaction.
- Factors like body language, eye contact, and tone of voice play a crucial role in the initiation
stage.

2. Progression:
- In this stage, the communication process deepens and becomes more substantive.
- Individuals exchange information, share their thoughts, feelings, and opinions.
- They may also engage in active listening, ask questions, and provide feedback to ensure
mutual understanding.
- The progression stage involves building rapport, trust, and a stronger interpersonal
relationship.

3. Termination:
- This is the final stage of interpersonal communication, where the interaction comes to an end.
 - Individuals may summarize the key points, make plans for future interactions, or formally
conclude the conversation.
- The termination stage involves polite and appropriate ways to end the interaction, such as a
farewell, handshake, or a promise to stay in touch.

(b) Five sections of a formal report:

1. Title page: This includes the report title, author's name, date, and any other relevant
information.
2. Table of contents: This provides an overview of the report's structure and the page numbers for
each section.
3. Executive summary: A concise summary of the report's key findings, conclusions, and
recommendations.
4. Body of the report: This is the main section that presents the detailed information, analysis,
and findings.
5. Appendices: This section includes any supplementary materials, such as data, charts, or
supporting documents.

(c) Four factors to consider while presenting a business proposal:

1. Audience understanding: Thoroughly understand the audience's needs, concerns, and

expectations to tailor the proposal accordingly.
2. Clear and concise communication: Ensure the proposal is well-structured, with a logical flow
and easy-to-understand language.
3. Compelling value proposition: Clearly articulate the unique benefits and value that the
proposed solution or product/service can offer.
4. Visuals and supporting materials: Use effective visual aids, such as slides, graphs, or
prototypes, to enhance the presentation and support the key points.
By addressing these factors, the presenter can deliver a compelling and persuasive business
proposal that effectively communicates the organization's capabilities and the value it can
provide to the audience.