Communication — March/April 2023

Source: 01 COMMUNICATION MARCH 2023_compressed.pdf | Paper code: 2912/104; 2918/104

Question 1

State four ways of ensuring effective interpersonal skills when communicating. (4 marks)

Answer

  1. Listen attentively.
  2. Show respect and empathy.
  3. Express ideas clearly and courteously.
  4. Seek clarification and provide constructive feedback.

Question 2

State three factors that may lead to negative feedback in the communication process. (3 marks)

Answer

  1. A misunderstood or unclear message.
  2. An inappropriate tone or disrespectful delivery.
  3. Disagreement with the proposal or dissatisfaction with the service described.

Question 3

List four reasons why a curriculum vitae is important in the recruitment process. (4 marks)

Answer

  1. Summarises qualifications.
  2. Presents relevant experience.
  3. Helps compare and shortlist candidates.
  4. Provides information for interview questions and verification.

Question 4

State three items that should appear in the notice of an annual general meeting. (3 marks)

Answer

  1. The date and time.
  2. The venue or approved online access arrangements.
  3. The agenda and the authority convening the meeting.

Question 5

List three ways an interviewee may prepare for a promotion interview. (3 marks)

Answer

  1. Review the responsibilities of the higher position.
  2. Prepare evidence of achievements and relevant skills.
  3. Practise answering likely questions using specific examples.

Question 6

State three disadvantages of written reports. (3 marks)

Answer

  1. Can take considerable time to prepare.
  2. Do not provide immediate clarification by themselves.
  3. May be misunderstood or ignored if lengthy or poorly written.

Question 7

State three ways of overcoming anxiety when delivering a speech. (3 marks)

Answer

  1. Prepare and rehearse.
  2. Use controlled breathing and an unhurried pace.
  3. Become familiar with the venue and focus on communicating with the audience.

Question 8

State three types of paralinguistics that can be used to communicate non-verbally. (3 marks)

Answer

  1. Tone of voice.
  2. Pitch.
  3. Volume.

Question 9

State three advantages of using visual aids to communicate. (3 marks)

Answer

  1. Clarify complex information.
  2. Attract and maintain attention.
  3. Improve recall through a visible representation.

Question 10

List three reasons why video conferencing may be preferred in communication. (3 marks)

Answer

  1. Reduces travel.
  2. Connects people in different locations.
  3. Allows live discussion and visual interaction.

Question 11

You are the Sales Assistant at Imani Security firm. The management has realized that over the last six months, several clients have cancelled their contracts with the company. You have been requested to investigate the matter and write a report. Assume that you have completed the investigations and write the report. (16 marks)

Answer

Illustrative examination answer. Dates, investigation details and findings are supplied for the exercise where the question does not specify them.

IMANI SECURITY FIRM

REPORT ON CLIENT CONTRACT CANCELLATIONS

To: The Management
From: Sales Assistant
Date: 18 November 2024

1. Terms of reference
Management requested an investigation into client contract cancellations during the last six months, with practical recommendations.

2. Methodology
Relevant company records were examined. Staff and a sample of affected customers or participants were interviewed, and existing procedures were reviewed.

3. Findings

  1. Clients reported delayed responses to complaints and enquiries.
  2. Some assignments experienced inconsistent staffing and supervision.
  3. Billing explanations were unclear and some clients considered the charges poor value.
  4. Competitors offered more responsive service packages.

4. Conclusion

The decline results from a combination of service, operational and communication weaknesses. A coordinated response, with clear responsibility and progress reviews, is required.

5. Recommendations

  1. Introduce a complaint register, response targets and regular client follow-up.
  2. Strengthen deployment checks, staff training and supervision.
  3. Review quotations and explain all agreed charges clearly.
  4. Arrange service-review meetings with clients and monitor retention.

6. Follow-up

Management should assign each approved action to a responsible officer and review progress monthly against agreed performance measures.

Prepared by: A. Otieno
Sales Assistant
Signature: A. Otieno

Question 12(a)

You are the Procurement Officer at Zuri Company Limited. You intend to purchase some office furniture from Maziwa Company Limited. Write a letter to enquire about the furniture. (10 marks)

Answer

Illustrative answer; addresses, dates and the signatory are examination examples where not specified.

Zuri Company Limited
P.O. Box 100, Nairobi

15 March 2023

The Sales Manager
Maziwa Company Limited
P.O. Box 200, Nairobi

Dear Sir/Madam,

RE: ENQUIRY ABOUT OFFICE FURNITURE

We intend to purchase furniture for our offices and request information on the desks, office chairs and filing cabinets available from your company.

Please send your current catalogue, specifications and itemised quotation. Indicate the materials, dimensions, warranty terms, applicable taxes and any discounts for bulk purchases.

Kindly also state your delivery period, installation arrangements, payment terms and the validity of your quotation. Your reply by 29 March 2023 will assist us in assessing the available options.

This is an enquiry and does not constitute a purchase order. We look forward to your response.

Yours faithfully,
A. Otieno
Procurement Officer

Question 12(b)

Explain four benefits of conducting appraisal interviews in an organization. (8 marks)

Answer

  1. They clarify how an employee’s performance compares with agreed objectives.
  2. They provide an opportunity to discuss difficulties and agree improvements.
  3. They identify training and career-development needs.
  4. They allow the manager and employee to agree measurable goals and support for the next review period.

Question 13

Daima Bora Investment Group held their meeting and discussed the agenda below: Opening a new bank account; Borrowing money from a financier; Team building. As the group’s secretary, write the minutes of the meeting. (16 marks)

Answer

DAIMA BORA INVESTMENT GROUP

MINUTES OF THE MEETING HELD AT THE GROUP OFFICE ON 18 MARCH 2023 AT 10.00 A.M.

Present: Alice Otieno (Chairperson), Brian Kamau (Treasurer), Grace Wanjiku (Secretary), Peter Maina and Janet Achieng.

Apologies: David Kiptoo.

Min. 01/03/2023: Opening

The chairperson welcomed members and confirmed that the meeting was properly constituted.

Min. 02/03/2023: Confirmation of previous minutes

The previous minutes were read and confirmed as a correct record. There were no outstanding matters arising.

Min. 03/03/2023: Opening a new bank account

Members discussed account charges, accessibility and available services. It was resolved that the treasurer would obtain written information from three banks and present a comparison at the next meeting. The choice of bank and authorised signatories would be confirmed by a further recorded resolution.

Min. 04/03/2023: Borrowing money from a financier

Members discussed the proposed investment, repayment capacity and borrowing costs. The treasurer was asked to obtain quotations showing interest, fees, repayment terms and security requirements. No borrowing commitment was approved at this meeting; members would decide after reviewing the comparisons and a cash-flow plan.

Min. 05/03/2023: Team building

Members agreed to hold a team-building activity on 15 April 2023. A three-member organising committee was appointed to propose a venue, programme and itemised budget for approval.

Min. 06/03/2023: Next meeting

The next meeting would take place at the group office on 1 April 2023 at 10.00 a.m.

Min. 07/03/2023: Adjournment

There being no other business, the chairperson closed the meeting at 12.00 noon.

Prepared by: Grace Wanjiku, Secretary. Signature: G. Wanjiku. Date: 18 March 2023.

Confirmed by: Alice Otieno, Chairperson. Signature: A. Otieno. Date: 1 April 2023.

Names, dates and procedural details not supplied in the question are illustrative.

Question 14: Reading passage

After several years of devolution, the achievements of Kenya’s devolved units are yet to be independently quantified. However, it is not an exaggeration to conclude that the regional governments’ achievements outweigh what the unitary system did in 50 years. This is not to say that the introduction of the county governments embedded in the revolutionary 2010 constitution has solved all the problems of yesteryears that vary from one county to another.

Ecological degradation is one of the unsolved problems in the country. Water is life, but the quality of fresh water streams and rivers is questionable. Human activities in and around water bodies have compromised the quality of this important commodity. In addition, rain wreaks havoc on the fragile land strips of vegetation surrounding water bodies. World leaders are a worried lot regarding the mindless destruction of Mother Earth by industrialists, timber merchants and charcoal traders, to mention but a few. Reactions by world leaders who attend climate change conferences speak volumes.

Here at home, the Council of Governors gathered at Makueni County to conduct an analysis of the tons of papers presented by environmental experts in one of the climate change conferences. The meeting was expected to come up with solutions to the effects of climate change and prescribe practical solutions to some of the man-made problems in their 47 respective juris- dictions. The theme of the Council of Governors’ meeting, ‘Multi-Level Governance for Climate Change’, was an appropriate choice that must not be left in paper trays and on shelves to gather dust. The solutions must be pursued to a logical conclusion. The governors are cognizant of the fact that the country’s streams, rivers and lakes are under threat, as are forests and their habitats. The destruction of these natural resources affects the lives and livelihoods of many, including livestock and aquatic life. It is also a threat to food security, which remains a pipe dream in the face of plenty. In addition, it leads to cycles of poverty that can only be ended by addressing climate change.

The governors must take the lead in environmental restoration, rehabilitation and protec- tion in word and deed. This will complement the national government's role of a facilitator in the quest to make Kenya a model on environmental conservation. In view of the foregoing scenario, Siaya County Government has taken action to mitigate the effects of climate change. Firstly, the

county has enacted the Siaya County Climate Change Act of 2021. The Act establishes an— appropriate legal framework for integrating and mainstreaming climate change response mea- sures and actions in the county. The County Climate Change Action Plan, to be reviewed and updated every five years, shall be aligned to the National Climate Action Plan.

The county government has also embarked on a major environmental sensitisation cam- paign that entails engaging communities on adaptability matters, The other focus is on trees to increase the forest cover. The county government has been at the forefront of inculcating a cul- ture of tree planting by encouraging creation of tree nurseries in every school to make seedlings readily available. In addition, the RAGEN Foundation has been created with the sole aim of reclaiming wetlands in the county and planting bamboo trees along the rivers. Further, a dem- onstration centre has been created within the county where people can learn and appreciate the effects of climate change and gain knowledge on how to cope. "*

The women in the county have not been left behind. They have formed groups that specialize in making and promoting the use of improvised cooking-stoves or “smart jikos” as they are commonly known. Besides support from the county governments, the groups have been getting training from GIZ on how to make different sizes and designs to cater for various users. The cooking-stoves have gained recognition as they are environmentally friendly and use mini- mal firewood.

Siaya County, which has recently witnessed unusual floods and extreme temperatures, hopes to change their narrative through all. these actions soon! This will benefit the local people

and the country as a whole as the national government diverts resources to other areas.

Adapted from The Daily Nation, Wednesday, 24 November 2021. Passage reproduced from the supplied examination paper for this comprehension exercise.

Question 14(a)

State the meaning of each of the following words and phrases as used in the passage: (i) outweigh; (ii) mindless; (iii) a pipe dream; (iv) mitigate; (v) embarked on. (5 marks)

Answer

  1. outweigh: be greater in importance or effect than
  2. mindless: done without proper thought or regard for consequences
  3. a pipe dream: an unrealistic hope unlikely to be achieved
  4. mitigate: make less severe
  5. embarked on: started or undertook

Question 14(b)

In about 120 words, and according to the passage, write a summary of the actions taken by Siaya County to mitigate effects of climate change. (10 marks)

Answer

Siaya County enacted a climate change law to integrate climate responses into county planning. Its action plan is to be reviewed every five years and aligned with the national plan. The county also sensitises communities about adaptation and encourages tree planting to increase forest cover. School tree nurseries make seedlings more accessible. The RAGEN Foundation works to reclaim wetlands and plant bamboo along rivers. A demonstration centre helps residents understand climate change and learn coping measures. Women’s groups make and promote improved cooking stoves, with training supporting different sizes and designs. These stoves use less firewood and are presented as environmentally friendly. Together, the actions seek to restore the environment and improve local resilience to changing conditions.

Question 14(c)

Highlight how destruction of natural resources affects Kenya. (3 marks)

Answer

  1. Threatens people’s livelihoods and the survival of livestock and aquatic life.
  2. Undermines food security.
  3. Perpetuates cycles of poverty.
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