Communication — March/April 2024

Question 1

Give four reasons why managers communicate with their juniors.

(4 marks)

Answer

1. To give instructions and assign duties.
2. To explain organisational policies, goals and changes.
3. To give performance feedback and guidance.
4. To motivate staff and encourage their participation.

Question 2

List four factors that may be considered when choosing a channel of communication.

(4 marks)

Answer

1. The urgency of the message.
2. The nature, complexity and confidentiality of the information.
3. The audience’s location, size and access to the channel.
4. The cost of using the channel and the resources available.

Question 3

Give three ethical principles that should be considered when communicating.

(3 marks)

Answer

1. Honesty and accuracy: give truthful information.
2. Confidentiality: protect information entrusted to you.
3. Respect and fairness: avoid insulting, discriminatory or misleading language.

Question 4

List three benefits of using interpersonal communication.

(3 marks)

Answer

1. It permits immediate feedback and clarification.
2. It helps build trust and personal relationships.
3. It allows the message to be adapted to the other person’s reactions.

Question 5

Give three reasons why audio-visual communication is used when presenting information.

(3 marks)

Answer

1. It attracts and maintains the audience’s attention.
2. Combining spoken explanations with images makes complex information easier to understand.
3. Using both hearing and sight helps the audience remember the message.

Question 6

Outline three reasons why a person should observe protocol when communicating in an organization.

(3 marks)

Answer

1. It respects the established chain of authority.
2. It ensures information reaches the proper people in an orderly manner.
3. It prevents confusion or conflict caused by bypassing responsible officers.

Question 7

State three advantages of using a questionnaire to collect information for report writing.

(3 marks)

Answer

1. Standard questions make responses easier to compare and analyse.
2. It can collect information from many respondents at relatively low cost.
3. Anonymous responses can encourage frank answers on sensitive issues.

Question 8

List three duties of the chairman during a meeting.

(3 marks)

Answer

1. Guide discussion through the agenda and keep it relevant.
2. Ensure members have a fair opportunity to contribute and maintain order.
3. Put proposals to a decision and announce the resolutions reached.

Question 9

State three factors that a person should consider when dressing for an interview.

(3 marks)

Answer

1. The organisation’s culture and the nature of the job.
2. Cleanliness, neatness and good grooming.
3. The suitability and comfort of the clothing, including modest professional accessories.

Question 10

List three uses of feedback to the sender of a message.

(3 marks)

Answer

1. To confirm receipt and understanding of the message.
2. To detect and correct misunderstandings.
3. To assess whether the intended response or action has occurred.

Question 11(a)

Explain five reasons that make it necessary for organizations to hold regular meetings.

(10 marks)

Answer

1. Share information: staff receive updates on policies, performance and developments so that their work uses current information.
2. Coordinate activities: departments agree schedules, responsibilities and resource use, reducing duplication and conflicting actions.
3. Make collective decisions: members exchange views and evaluate alternatives before agreeing on a course of action.
4. Solve problems: participants identify causes of operational difficulties and agree on practical remedies.
5. Review progress and accountability: responsible officers report on earlier decisions, allowing the organisation to follow up outstanding work.

Question 11(b)

Ngura College located in Witu County intends to start offering various courses to school leavers in three months’ time. Write an advertisement to be posted in the media giving this information.

(8 marks)

Answer

NGURA COLLEGE — WITU COUNTY

JULY 2024 INTAKE: APPLICATIONS NOW OPEN

Are you a school leaver looking for an opportunity to develop practical career skills? Ngura College will begin offering courses on 1 July 2024, three months from this advertisement dated 1 April 2024.

Courses available include Sales and Marketing, Business Management and Information Communication Technology. Full-time and part-time study arrangements are available.

School leavers are invited to visit the Admissions Office at Ngura College, Witu County, for course-specific entry requirements, fees, application forms and further information. Submit a completed application form with copies of your school results and identification documents.

Applications close on 15 June 2024. Successful applicants will receive joining instructions before orientation on 24 June 2024.

Build your skills. Prepare for your next step. Apply to Ngura College.

The Principal, Ngura College

Question 12

You work as an assistant caretaker at Limo Apartments. It has been reported to you that Mr Joseph Safari, a new tenant, has been disposing garbage without due care thereby littering the compound and posing a danger to the other tenants. Write a letter to Mr Safari highlighting the dangers of his actions advising him on what he needs to do.

(16 marks)

Answer

Limo Apartments

The Assistant Caretaker’s Office

17 April 2024

Mr Joseph Safari

Limo Apartments

Dear Mr Safari,

RE: PROPER DISPOSAL OF GARBAGE

Welcome to Limo Apartments. We have received reports that waste from your household has been left in the common compound. I am writing to explain the risks and request your cooperation in keeping the premises clean.

Uncollected waste attracts flies, rodents and other pests, produces unpleasant odours and makes shared areas unhygienic. Loose rubbish may obstruct drainage, while broken glass or other sharp objects can injure tenants, children and cleaning staff. Scattered waste also spoils the appearance of the compound and causes avoidable disagreements among residents.

Please collect any waste already left in the compound and place it in securely tied bags inside the designated bins. Separate sharp items and package them safely so that they cannot injure handlers. Keep the bins covered and use the collection arrangements explained by the caretaker’s office. Do not leave refuse on pathways, near drains or beside other tenants’ doors.

If you are unsure where the bins are located or when waste is collected, please visit the caretaker’s office for guidance. We shall be glad to assist you as you settle in. Kindly begin following these arrangements immediately so that all residents can enjoy a clean and safe environment.

Thank you for your cooperation.

Yours sincerely,

Faith Moraa

Assistant Caretaker

Question 13(a)

Explain five benefits of having effective internal communication in an organization.

(10 marks)

Answer

1. Better coordination: employees understand how their duties relate to those of other departments, reducing duplication and omissions.
2. Faster, better decisions: accurate information reaches managers and staff in time to guide action.
3. Higher employee morale: keeping staff informed and listening to their concerns helps them feel included and valued.
4. Fewer errors and conflicts: clear instructions and opportunities for clarification reduce misunderstandings about duties or expectations.
5. Easier implementation of change: explaining the purpose, timing and effect of changes helps employees prepare and cooperate.

Question 13(b)

Outline six factors that make business organizations to use social media to reach the public.

(6 marks)

Answer

1. It can reach a large and geographically dispersed audience.
2. Messages can be published and shared quickly.
3. It can cost less than many traditional advertising channels.
4. It enables two-way interaction and quick customer feedback.
5. Messages can be directed towards particular audience groups.
6. Text, photographs and video can be combined, and audience responses can be measured.

Question 14(a)

State the meaning of the following words and phrase as used in the passage: (i) expand (ii) fascinating (iii) glitter (iv) ailments (v) ample (vi) a lifetime

(6 marks)

Answer

Question 14(b)

In about 130 words and according to the passage, write a summary on what makes North Africa a great tourist destination.

(8 marks)

Answer

North Africa combines Arab, African and Mediterranean cultures, offering families historical attractions and varied natural scenery. Morocco provides mountains, coastal experiences, attractive inland cities and Sahara Desert adventures, including camel rides. Traditional riads offer homely accommodation, while local dishes introduce children to unfamiliar flavours. Tunisia combines Mediterranean beaches with Roman and Carthaginian ruins. Its family resorts, water parks and sandy shores provide recreation, and open-air museums make history accessible. Visitors can also enjoy distinctive pastries and chickpea soup. Egypt offers pharaohs’ stories, pyramids, temples and monuments, together with the Nile Delta and deserts. Nile cruises allow families to combine sightseeing with entertainment, while Sharm El Sheikh provides relaxation and water activities. Together, these destinations offer learning, play, cultural discovery and memorable shared experiences for children and adults.

Question 14(c)

Highlight the activities that children can engage in while on a trip to North Africa.

(4 marks)

Answer

1. Riding camels on a trek through the Sahara Desert.
2. Learning to prepare traditional Moroccan dishes.
3. Playing in water parks and building sandcastles on Tunisia’s beaches.
4. Viewing temples and monuments during a Nile cruise or exploring historical ruins and museums.