Human Relations — June/July 2023

Explain the difference between human relations and public relations. (4 marks)

Answer

Human relations concerns interpersonal relationships, cooperation and behaviour among people, particularly within the workplace. Public relations concerns how an organisation communicates and maintains relationships with its publics, such as customers, communities, media and government.

State four features of the bureaucratic system of administration. (4 marks)

Answer

• A clearly defined hierarchy of authority.
• Formal rules and procedures.
• Division of work into specialised roles.
• Impersonal decisions and appointment based on competence.

Explain two characteristics of an employee who is driven by the need for affiliation according to McClelland’s Needs theory. (4 marks)

Answer

• Seeks friendly, close relationships and prefers working cooperatively with others.
• Values approval and acceptance, often trying to avoid rejection or conflict that threatens group relationships.

Explain the contribution of Sigmund Freud’s Psycho-analytic Theory to the study of personality development. (2 marks)

Answer

It emphasised unconscious motives, early experiences and interaction among the id, ego and superego as influences on personality and behaviour.

Explain the contribution of Skinner’s Operant Conditioning Theory to the study of personality development. (2 marks)

Answer

It showed how consequences influence learned behaviour: reinforcement increases the likelihood of a behaviour, while punishment or loss of reinforcement can reduce it. Repeated learning experiences help shape behavioural patterns.

State four strategies that an employee may adopt to avoid work-related stress. (4 marks)

Answer

• Plan tasks and set realistic priorities.
• Take appropriate breaks and maintain healthy rest routines.
• Communicate workload concerns and seek support early.
• Use constructive coping activities and clear work boundaries.

State four limitations of group decision making. (4 marks)

Answer

• Takes more time than individual decisions.
• Dominant members may suppress other views.
• Groupthink may discourage critical evaluation.
• Responsibility for the final decision may become unclear.

Highlight four traits of an effective leader. (4 marks)

Answer

• Integrity.
• Clear communication.
• Sound judgement.
• Empathy and respect for others.

Hapa Limited has a large number of elderly employees. State four measures that may be taken to effectively manage such employees. (4 marks)

Answer

• Assess individual skills and needs rather than assuming limitations from age.
• Provide relevant training and accessible technology support.
• Adapt workstations or schedules where justified by individual needs.
• Use experience through mentoring while giving fair opportunities and recognition.

Explain two barriers to employee participation in management in an organization. (4 marks)

Answer

• Management resistance: leaders who fear losing control may exclude staff from decisions.
• Insufficient information or preparation: employees cannot contribute effectively when they lack timely information, skills or a safe opportunity to speak.

State four management-related factors that may cause work place conflicts. (4 marks)

Answer

• Unclear roles or conflicting instructions.
• Unfair allocation of rewards or workloads.
• Poor communication about decisions.
• Inconsistent discipline or favouritism.

In relation to Abraham Maslow’s hierarchy of needs theory, identify four basic needs. (4 marks)

Answer

• Physiological needs, such as food, water and rest.
• Safety needs, such as security and protection.
• Social needs, such as belonging and friendship.
• Esteem needs, such as recognition and respect.

These are four levels of Maslow’s hierarchy; self-actualisation is its further level.

Explain four strategies that a group leader may adopt to promote the performance of a work group. (8 marks)

Answer

• Agree clear goals and responsibilities so everyone understands the expected result.
• Provide resources and relevant training to enable competent work.
• Encourage open communication and resolve disagreements early.
• Monitor progress and give constructive feedback and recognition.

Moses is experiencing work place frustration. Explain four measures that he may take to address this situation. (8 marks)

Answer

• Identify the specific cause and distinguish what he can influence.
• Discuss the issue constructively with a supervisor or appropriate support person.
• Set realistic goals and break difficult work into manageable steps.
• Use healthy coping and seek qualified support when distress persists or affects functioning.

Explain four benefits that an organization may derive from positive attitude among the employees. (8 marks)

Answer

• Better cooperation reduces friction and improves teamwork.
• Greater commitment and initiative support productivity.
• Courteous customer interactions improve service and reputation.
• Willingness to learn and adapt helps the organisation implement change.

Explain four organizational factors that may hinder effective delegation of authority. (8 marks)

Answer

• Unclear authority and reporting arrangements leave staff unsure what they may decide.
• Inadequate training or staffing limits employees’ readiness for delegated tasks.
• A highly centralised culture makes managers reluctant to release decisions.
• Weak communication and monitoring systems make it difficult to provide guidance and accountability.

State four responsibilities of the Public Relations department in an organization. (4 marks)

Answer

• Manage relationships with the media.
• Communicate accurate organisational information to relevant publics.
• Monitor public opinion and advise management.
• Plan community relations and respond to reputational concerns.

Leadership should meet certain criteria to be considered democratic. Explain three such criteria. (6 marks)

Answer

• Participation: members have meaningful opportunities to contribute to decisions.
• Open communication: the leader shares relevant information and listens to different views.
• Shared responsibility: decisions reflect consultation, with fair allocation of roles and respect for agreed processes.

Outline four signs of a stressed employee. (4 marks)

Answer

• Difficulty concentrating or more mistakes.
• Irritability or withdrawal from colleagues.
• Persistent fatigue or disturbed sleep.
• Changes in attendance or work performance.

These signs are not a diagnosis and can have other causes.

The management of Pekee Enterprises has noted increased conflicts among the employees. Explain five strategies that may be adopted to resolve such conflicts. (10 marks)

Answer

• Clarify the facts and underlying interests rather than relying on accusations.
• Facilitate respectful discussion between the parties.
• Negotiate a practical agreement acceptable to those involved.
• Use an impartial mediator or established grievance process when direct discussion fails.
• Clarify roles, policies and follow-up actions to prevent recurrence.

Highlight five reasons that make it necessary to involve employees in management. (10 marks)

Answer

• Their practical knowledge improves the quality of decisions.
• Participation builds ownership and commitment to implementation.
• It improves communication and reveals operational problems early.
• It strengthens trust and reduces resistance to change.
• It develops staff judgement and readiness for greater responsibility.

Explain five benefits that an individual employee may derive from maintaining a positive attitude at work. (10 marks)

Answer

• Builds constructive relationships with colleagues.
• Encourages learning and use of feedback.
• Helps the employee persevere through manageable difficulties.
• Improves service behaviour and professional reputation.
• Can support job satisfaction and opportunities for development.

A positive attitude does not remove the need to address unsafe or unfair working conditions.

Employees who work online face certain challenges. Explain five such challenges. (10 marks)

Answer

• Unreliable internet or power interrupts work and meetings.
• Isolation can weaken social support and informal teamwork.
• Home distractions and blurred boundaries make time management difficult.
• Limited access to equipment or immediate technical help slows work.
• Digital communication and cybersecurity risks require careful coordination and safe handling of information.

Outline five differences between values and attitudes. (10 marks)

Answer