0 ratings0% found this document useful (0 votes) 1K views4 pagesCommunication
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content,
claim it here.
Available Formats
Download as PDF or read online on Scribd
107/213
102/201
1907/201
COMMUNICATION SKILLS
July 2012
‘Time: 3 hours
THE KENYA NATIONAL EXAMINATIONS COUNCIL
CRAFT CERTIFICATE IN BAKING TECHNOLOGY
CRAFT CERTIFICATE IN FOOD AND BEVERAGE PRODUCTION, SALES
AND SERVICE
MODULEI
COMMUNICATION SKILLS
3 hours
INSTRUCTIONS TO CANDIDATES
This paper consists of TWO sections; A and B. Section A and B have 15 and 5 marks respectively.
Answer ALL questions in section A and any other THREE questions from section B.
Marks for each partland section of a question are as indicated.
This paper consists of 4 printed pages.
Candidates should check the question paper to ascertain that all
the pages are printed as indicated and that no questions are missing.
© 2012 The Kenya National Examinations Council
‘Tum over SECTION A (55 marks)
Answer ALL the questions in this section.
State the three activities carried out by a sender of a message before he conveys the message.
(3 marks)
2. State four benefits of effective communication in an organisation. (4:marks)
3. Highlight four advantages of grapevine communication. (4 marks)
4. Mr. Kibolia is the manager of Unitia Bakery. He likes using written communication when
giving information. State four limitations of using this form of communication. (4 marks)
5. Outline three activities an interviewer should engage in during the opening stage of an
employment selection interview. (G marks)
6. State three advantages of asking multiple type of questions during an interview. (3 marks)
7. Identify four roles each participant in a meeting should play to help make the meeting
effective. (4 marks)
8. Outline five duties performed by the secretary of any meeting. (5 marks)
9. Identify four methods of communication that can be used in lateral communication.
(4:marks)
10. State four benefits of good public relations. (4 marks)
11. Identify three advantages of a decentralized filing system. G marks)
12. State the three types of effective communication skills. 3 marks)
13. State five principles of effective communication. (S marks)
14, Highlight three reasons why formal communication should be encouraged in an organization
G marks)
15. Outline six methods that can be used to collect information for a report. (3 marks)
1507/213
1802/201
1907/201 2 16. (a)
@)
7 @)
(b)
©
18. (a)
1507/213
102/201
1907/201
SECTION B (45 marks)
Answer THREE questions from this section.
The use of internet in business organizations has been on the rise. State three ways in
which this trend has positively influenced communication. ( marks)
@_—_ Explain how each of the following may act as a barrier to effective
communication.
I. unsolicited information; (2 marks)
Tl, dress and grooming; (2 marks)
TI. lack of feedback. (2 marks)
ii) Suggest one way in which each of the barriers in 16 (b) (i) can be overcome.
(marks)
Each of the following sentences contains an error, Rewrite each sentence correcting the
error. (S marks)
(@ Hes the most learned between the twenty employees.
(ii) You’re refund will be ready in two days.
Gili) A set of keys were found along the path.
(iv) The driver was fined because he failed to obey school rules.
(v) The government still supports free education to all children.
State five common mistakes that occur when using email for business communication.
(GS marks)
Identify five factors to consider when choosing an appropriate channel of
‘communication. (S marks)
From the words in brackets, select the one which completes the sentence correctly.
(5 marks)
@ —_ Jimwas the__(smarter, smartest) of the two young men.
(i) ‘They dreaded___ (losing, loosing) in the match.
(iii) We are yet to be provided with (stationery, stationary).
3 ‘Turn over (iv) Bach member of staff must do his (beat, bit).
() Further, Farther) discussion will be held next week.
(b) Explain the meaning of the following types of meetings:
informal meetings;
working parties;
departmental meeting;
‘management meeting;
annual general meeting.
(10 marks)
19. The Managing Director of Daani Bakery Limited has noted with great concem a decline
in number of customers visiting the organization. As the General Manager, you have
been requested to investigate this matter and write a report. Assuming you have completed the
investigations, write the report. (15 marks)
20. ‘The Executive Board of Rens Bakers Limited recently held a meeting in which the following
issues were discussed:
@ Opening of a new brancl
Gi) Increase in variety of products;
ii) Increased sales campaigns.
‘As the secretary to the board, write the minutes, (15 marks)
1507/213
1802/201
1907/201 4
