Communication Skills

Question 1

Outline four reasons why telephone interviews are not commonly used to collect data for report writing.

(2 marks)

Worked answer

1. Telephone access may exclude people who do not have a suitable phone or reliable network coverage.
2. Call costs can make a large number of interviews expensive.
3. The interviewer cannot observe facial expressions and other visual non-verbal cues.
4. Poor connections, interruptions or respondents ending calls may limit the completeness of responses.

Question 2

State two functions of external communication in an organization.

(2 marks)

Worked answer

1. Provide information to outside stakeholders, such as customers, suppliers and the public.
2. Obtain feedback and information from outside stakeholders to guide organizational decisions.

Question 3

List two types of minutes that may be written from a meeting.

(2 marks)

Worked answer

1. Minutes of narration (narrative minutes).
2. Minutes of resolution (resolution minutes).

Question 4

Outline two reasons that make scanning of documents a common practice in offices today.

(2 marks)

Worked answer

1. It creates electronic copies that reduce physical filing requirements and simplify document storage.
2. It makes documents easier to retrieve and share electronically.

Question 5

State four challenges that organizations may face when using information communication technology (ICT) in communication.

(2 marks)

Worked answer

1. High equipment, software and maintenance costs.
2. Network failures or unreliable electricity supply.
3. Limited digital skills among staff or recipients.
4. Security threats, including interception, malware and unauthorized access.

Question 6

Outline four benefits of establishing official etiquette in an organization.

(2 marks)

Worked answer

1. Creates a professional organizational image.
2. Encourages respectful and cooperative working relationships.
3. Reduces avoidable conflict and misunderstandings.
4. Improves customers’ experience of the organization.

Question 7

State four roles of an interviewer during an interview.

(2 marks)

Worked answer

1. Welcome the interviewee and establish rapport.
2. Ask relevant, planned questions.
3. Listen actively and seek clarification when necessary.
4. Record and assess responses fairly.

Question 8

Outline four uses of visual aids in communication.

(2 marks)

Worked answer

1. Clarify complex ideas or processes.
2. Present comparisons, patterns and numerical information.
3. Attract and sustain the audience’s attention.
4. Reinforce key messages and improve recall.

Question 9

List four contents of the appendix section of a report.

(2 marks)

Worked answer

1. Copies of questionnaires used in the investigation.
2. Detailed supporting data or statistical tables.
3. Relevant charts, diagrams or photographs.
4. Interview guides or supporting interview transcripts.

Question 10

State four types of information that may be passed using downward communication.

(2 marks)

Worked answer

1. Work instructions and task assignments.
2. Organizational policies, rules and procedures.
3. Organizational goals, plans and performance targets.
4. Performance feedback and corrective instructions from supervisors.

Question 11(a)

Explain five advantages of vertical communication in an organization.

(10 marks)

Worked answer

1. Clear direction: downward messages communicate instructions, policies and targets from management to employees.
2. Employee feedback: upward messages allow employees to report difficulties, suggestions and progress to supervisors.
3. Accountability: a defined chain of communication makes responsibilities and reporting relationships easier to trace.
4. Coordination: information links different management levels so activities can follow common organizational objectives.
5. Better decisions: management receives operational information from lower levels and can respond with appropriate decisions and resources.

Question 11(b)

Explain five roles of a committee member during a meeting.

(10 marks)

Worked answer

1. Provide relevant information: share facts or expertise that help the committee understand an agenda item.
2. Participate in deliberations: discuss the issues constructively, listen to other members and help assess proposed options.
3. Move or second motions: formally introduce or support proposals in accordance with the meeting’s procedures.
4. Participate in decisions: vote on motions or contribute to an agreed consensus after considering the issues.
5. Accept agreed responsibilities: take on assigned tasks and clarify the actions that the member will carry out after the meeting.

Question 12(a)

Explain four benefits of using mobile phones in communication.

(8 marks)

Worked answer

1. Speed: calls and messages allow urgent information to reach recipients quickly.
2. Portability: users can communicate while away from a fixed office, provided suitable network service is available.
3. Several communication channels: phones support voice, text and, where available, email or video, allowing a suitable format to be selected.
4. Reduced travel and coordination costs: many enquiries and arrangements can be handled remotely instead of requiring physical visits.

Question 12(b)

Write an essay of about 250 words on the topic ‘The effects of drugs and substance abuse among the youth today’.

(12 marks)

Worked answer

The effects of drugs and substance abuse among the youth today

Drug and substance abuse can seriously damage the lives of young people. Harmful use of alcohol, tobacco and other drugs affects health, education, relationships and future opportunities. Its consequences also reach families and the wider community.

First, substance abuse harms physical and mental health. Depending on the substance, it may damage organs, impair judgement or lead to dependence. Affected young people may experience anxiety, low mood or difficulty coping with everyday responsibilities. Intoxication also increases the risk of accidents and injuries.

Second, learning suffers. Poor concentration, absenteeism and neglected assignments can reduce performance. Some learners leave school before completing their education, limiting their chances of obtaining employment or further training.

Third, relationships may deteriorate. Secrecy, arguments and broken promises weaken trust between young people and their families. Friends may withdraw, while parents spend time and money seeking support. Dependence can also consume money needed for food, transport and school materials.

Substance abuse may further expose young people to unsafe situations, exploitation and conflict with others. Communities lose productive talent when young people cannot participate fully in work, sport and social activities. These effects should not be used to blame everyone who needs help.

Prevention requires honest education, supportive parenting, positive peer groups and accessible counselling. Young people experiencing harmful substance use need compassionate, appropriate professional support. Schools, families and communities should work together to encourage healthy choices and early help. Protecting young people from substance abuse protects their dignity, their ambitions and the development of society as a whole.

Question 13(a)

Outline five circumstances under which the management of an organization may prefer to use written communication.

(10 marks)

Worked answer

1. When a permanent record is needed for reference, such as a policy or formal instruction.
2. When a message contains complex details, figures or technical specifications that recipients must study carefully.
3. When the same consistent message must reach many recipients, such as through a circular or notice.
4. When recipients are geographically separated or may read the message at different times.
5. When a formal, accountable communication is required, such as an appointment letter, agreement or official report.

Question 13(b)

Explain five roles played by public relations in an organization.

(10 marks)

Worked answer

1. Build reputation: communicate accurate information about the organization’s work and values to develop goodwill.
2. Maintain stakeholder relationships: support constructive dealings with customers, employees, communities and other interested groups.
3. Manage media relations: prepare announcements and respond to media enquiries so public information is clear and accurate.
4. Handle public concerns: respond to complaints and explain the organization’s position during difficult situations or crises.
5. Advise management: communicate public feedback and likely reactions so management can improve policies and decisions.

Question 14(a)

The management of Oda milk processing plant has noted an increase in cases of breakdown of machines in the workshops. As the workshop supervisor, you have been requested to investigate the matter. Assuming that you have completed the investigations, write the report.

(16 marks)

Worked answer

Illustrative model report: the question gives no actual investigation results. The findings below are reasonable assumed findings for the examination scenario.

Question 14(b)

Outline four forms of non-verbal cues that may be used to enhance oral communication.

(4 marks)

Worked answer

1. Facial expressions.
2. Gestures.
3. Eye contact.
4. Body posture.

Question 15(a)

State four characteristics of grapevine communication.

(4 marks)

Worked answer

1. It is informal and does not follow official reporting channels.
2. It develops spontaneously through social relationships.
3. It often spreads rapidly in several directions.
4. Its messages may change as they pass between people and may include unverified information.

Question 15(b)

Describe four types of interviews that may be conducted in an organization.

(8 marks)

Worked answer

1. Selection or employment interview: assesses an applicant’s suitability for a job by discussing qualifications, skills and relevant experience.
2. Appraisal interview: reviews an employee’s performance and agrees feedback, objectives or development needs.
3. Counselling interview: discusses work-related difficulties and suitable support or improvements with an employee.
4. Exit interview: seeks information from an employee who is leaving, helping the organization understand reasons for departure and possible improvements.

Question 15(c)

Explain four factors to be considered when choosing an appropriate medium of communication.

(8 marks)

Worked answer

1. Urgency: choose a medium that delivers the message within the required time; an urgent matter may need a call or immediate message.
2. Complexity and detail: lengthy or technical information may need a written document, diagrams or a presentation rather than a brief verbal message.
3. Audience access and ability: consider recipients’ language, literacy, hearing or visual needs, digital skills and access to equipment.
4. Cost and resources: compare communication expenses, staff time and available facilities with the purpose and importance of the message.

Question 16(a)

Explain the contribution of each of the following to effective communication in an organization:
(i) clarity;
(ii) courtesy;
(iii) conciseness;
(iv) completeness.

(8 marks)

Worked answer

1. Clarity: precise, understandable wording makes the intended meaning easy to identify and reduces misunderstanding.
2. Courtesy: respectful and considerate language encourages cooperation and protects working relationships.
3. Conciseness: expressing the essential message without unnecessary repetition saves time and keeps attention on the important points.
4. Completeness: providing all necessary facts enables the recipient to understand the issue and act without repeatedly requesting missing information.

Question 16(b)

Outline four functions of punctuation of sentences in communication.

(4 marks)

Worked answer

1. Mark sentence boundaries, for example with a full stop.
2. Separate clauses or items in a list, for example with commas.
3. Indicate the kind or tone of a sentence, for example a question or an exclamation.
4. Clarify relationships and meaning, for example by marking quoted speech, possession or omitted letters.

Question 16(c)

Highlight four benefits of using questionnaires to collect information in report writing.

(8 marks)

Worked answer

1. Economical coverage: the same questionnaire can reach many respondents without interviewing each one personally.
2. Comparable information: standardized questions make responses easier to organize and analyse.
3. Greater privacy: an appropriately designed anonymous questionnaire can encourage candid answers on sensitive matters.
4. Convenience: respondents can complete it at a suitable time and consider their answers before submitting them.