Communication Skills — July 2024

KNEC Diploma in Project Management — Module I. Paper code: 2922/104

Attempt the questions before reading the answers. These are independent revision answers, not official KNEC marking schemes. Every printed question is answered, including optional questions. Printed data errors are identified explicitly in the relevant worked answer.

Time: 3 hours. Section A carries 32 marks and Section B carries 68 marks. Answer all questions in both sections. The organization name, personal names, dates and administrative details supplied in the memorandum and minutes are illustrative.

Question 1

List four actions by the chairperson that may negatively affect the proceedings of a meeting.

(4 marks)

Answer

  1. Showing favouritism when allowing members to speak.
  2. Dominating discussions or repeatedly interrupting speakers.
  3. Allowing discussion to stray from the agenda or continue without time control.
  4. Failing to manage disruptive behaviour or personal attacks.

Question 2

State three roles of the Honorary Secretary before an Annual General Meeting.

(3 marks)

Answer

  1. Prepare the agenda in consultation with the chairperson.
  2. Send the meeting notice, agenda and relevant papers to members in good time.
  3. Arrange the venue and prepare records, attendance materials and the previous minutes.

Question 3

List three reasons why using courteous language is important when dealing with customers.

(3 marks)

Answer

  1. It makes customers feel respected and valued.
  2. It reduces conflict and makes complaints easier to resolve.
  3. It builds goodwill, trust and customer loyalty.

Question 4

Outline three limitations of using a noticeboard to communicate with staff in an organization.

(3 marks)

Answer

  1. Employees may not see or read the notice, particularly if they work elsewhere.
  2. Immediate feedback or clarification is limited.
  3. Outdated, damaged or overcrowded notices can obscure important messages.

Question 5

List three advantages of using downward communication in the office.

(3 marks)

Answer

  1. It communicates instructions, policies and organizational goals to staff.
  2. It clarifies responsibilities and expected performance.
  3. It provides feedback and coordinates employees’ activities.

Question 6

State four instances when an employee may be required to write a letter to the manager.

(4 marks)

Answer

  1. When applying for leave.
  2. When resigning from employment.
  3. When making a formal complaint or grievance.
  4. When requesting a transfer, promotion or other formal consideration.

Question 7

List three barriers to effective visual communication.

(3 marks)

Answer

  1. Poor visibility caused by small text, poor lighting or low contrast.
  2. Overcrowded, inaccurate or poorly organized visual material.
  3. Symbols or images that the audience does not understand or interprets differently.

Question 8

State three actions by the interviewer that would make the interviewee feel comfortable during an interview.

(3 marks)

Answer

  1. Welcome the interviewee politely and introduce the participants.
  2. Explain the interview procedure and begin with straightforward questions.
  3. Listen attentively, use a calm tone and avoid intimidating interruptions.

Question 9

List three instances when a receiver may have challenges interpreting a message.

(3 marks)

Answer

  1. When it uses unfamiliar language, technical jargon or ambiguous wording.
  2. When important details or the necessary context are missing.
  3. When noise, poor reception or unclear presentation distorts the message.

Question 10

State three factors that influence a manager when selecting a channel with which to communicate.

(3 marks)

Answer

  1. Urgency and the speed of feedback required.
  2. The message’s complexity, confidentiality and need for a record.
  3. Audience characteristics and the channel’s accessibility and cost.

Question 11(a)

Explain the significance of the following non-verbal cues in face-to-face communication: (i) facial expressions; (ii) posture; (iii) eye contact; (iv) distance.

(8 marks)

Answer

Cue Significance
Facial expressions They communicate feelings such as interest, confusion, pleasure or concern and help the speaker judge how a message is being received. Their meaning depends on context.
Posture The way a person sits or stands can convey attention, confidence, openness or discomfort and can reinforce or undermine spoken words.
Eye contact Appropriate eye contact can show attention and help manage turn-taking; its interpretation varies with culture, circumstances and individual needs.
Distance The space maintained between people communicates the level of formality, relationship and comfort; unsuitable proximity may distract or unsettle a participant.

Question 11(b)

Explain four qualities of a good report.

(8 marks)

Answer

  1. Accuracy: facts, figures and statements are checked so readers can rely on the information.
  2. Objectivity: findings and conclusions follow evidence rather than personal bias or unsupported opinion.
  3. Clarity: familiar language, informative headings and a logical structure make the message easy to understand.
  4. Relevance and completeness: the report includes the information needed to meet its purpose without unnecessary detail.

Question 12

The organization you work for as the Assistant Human Resource Manager plans to hold an end of year party for the employees. Write a memorandum to all employees informing them about the party and what is expected of them.

(16 marks)

Answer

TUMAINI PROJECT SERVICES
INTERNAL MEMORANDUM
Field Details
To All Employees
From Assistant Human Resource Manager
Date 25 November 2024
Reference HR/EOY/04/2024
Subject END OF YEAR STAFF PARTY

The management is pleased to invite all employees to our end of year party on Saturday, 14 December 2024, from 12.00 noon to 5.00 p.m. in the company’s main hall. The event will recognize staff contributions, celebrate the year’s achievements and strengthen working relationships.

The programme will include a welcome session, a management address, staff recognition, lunch and team entertainment. Employees are requested to arrive by 11.45 a.m. for registration and take their seats before the programme begins. Smart casual dress is appropriate.

Please confirm your attendance with the Human Resource Office by 6 December 2024 and indicate any dietary or accessibility requirements. Anyone wishing to contribute a short performance should contact the organizing secretary by the same date so that it can be included in the programme.

Employees should conduct themselves respectfully, follow the venue’s safety instructions and take care of company property. Supervisors should arrange coverage for essential duties and brief affected staff before the event. Attendance arrangements for employees on duty will be coordinated through their supervisors.

Meals and refreshments will be provided by the company. Please direct any enquiries to the Human Resource Office. We look forward to your participation in a pleasant and successful celebration.

Signed: Faith Moraa

Assistant Human Resource Manager

Cc: Managing Director; Departmental Heads.

Question 13

You are the secretary of Jiamini Self-Help Group. The group will hold an Annual General Meeting (AGM) in two weeks’ time. Assume the meeting has taken place and write the minutes.

(18 marks)

Answer

JIAMINI SELF-HELP GROUP
MINUTES OF THE ANNUAL GENERAL MEETING HELD ON 27 JULY 2024 AT JIAMINI COMMUNITY HALL FROM 10.00 A.M.
Present
  1. Grace Akinyi — Chairperson
  2. Peter Maina — Vice-Chairperson
  3. Faith Moraa — Secretary
  4. David Otieno — Treasurer
  5. Jane Wanjiru — Member
  6. Samuel Mutua — Member
  7. Esther Chebet — Member

Apologies: Joseph Kariuki — Member.

MIN 01/AGM/2024: Opening and confirmation of the agenda

The chairperson called the meeting to order at 10.00 a.m., welcomed members and confirmed that the required quorum was present. Esther Chebet led the opening prayer. The agenda circulated with the notice two weeks earlier was adopted on a proposal by Jane Wanjiru, seconded by Samuel Mutua.

MIN 02/AGM/2024: Confirmation of the previous AGM minutes

The secretary read the previous AGM minutes. Members confirmed them as a true record on a proposal by David Otieno, seconded by Peter Maina. The chairperson signed the confirmed record.

MIN 03/AGM/2024: Matters arising

The secretary reported that the membership register had been updated. Two members still had contribution arrears. It was agreed that the treasurer would contact them and report on progress at the next ordinary meeting.

MIN 04/AGM/2024: Chairperson’s annual report

The chairperson reported steady member participation and successful completion of the group’s community clean-up activity. She thanked members for their support and identified regular contributions and timely communication as priorities. Members adopted the report.

MIN 05/AGM/2024: Treasurer’s report and accounts

The treasurer presented the annual financial report and supporting accounts. Opening funds of KSh 60,000 and receipts of KSh 240,000 gave total available funds of KSh 300,000. Expenditure was KSh 180,000, leaving KSh 120,000, comprising KSh 115,000 at bank and KSh 5,000 cash. After questions and clarification, members adopted the accounts on a proposal by Esther Chebet, seconded by Jane Wanjiru.

MIN 06/AGM/2024: Activities and budget for the coming year

Members agreed to establish a small tree nursery and retain funds for member welfare. The committee was authorized to prepare a detailed work plan and budget within one month and circulate them for members’ approval before expenditure. The secretary would coordinate this task.

MIN 07/AGM/2024: Election of officials

Samuel Mutua presided over the elections. Members elected Grace Akinyi as chairperson, Peter Maina as vice-chairperson, Faith Moraa as secretary and David Otieno as treasurer. The elected officials accepted their responsibilities and were asked to update the group’s records and relevant mandates through the normal approved procedure.

MIN 08/AGM/2024: Any other business and next meeting

Members requested earlier reminders for ordinary meetings. The secretary undertook to circulate reminders one week before each meeting. The next ordinary meeting was scheduled for 24 August 2024 at 10.00 a.m. in the same hall.

MIN 09/AGM/2024: Adjournment

There being no further business, the chairperson thanked members and adjourned the meeting at 12.30 p.m. David Otieno led the closing prayer.

Prepared by: Faith Moraa, Secretary. Date: 27 July 2024.

Confirmation: Chairperson’s signature and confirmation date to be entered when these minutes are approved at the next appropriate meeting.

Question 14: Read the passage below and then answer the questions that follow.

With the help of Wi-Fi and communication technology, working from a traditional office space is becoming less common. Companies are now giving employees the chance to work from their homes. While the idea is not a new one, technology is now available to enable working from home, also known as working remotely, much easier and cheaper. Working remotely can offer flexibility, autonomy, less commuting time and savings on other costs. However, this convenience can also pose obstacles to consultation and teamwork in the organisation.

There are several tips organisations can use to enhance consultation and teamwork in a remote work environment. To start with, organisations should set clear and shared expectations among all parties involved. This means defining the goals, roles, responsibilities, deadlines, and communication methods for each project or task. This can be achieved through the use of project management software, online calendars or shared documents. This helps to keep track of the progress and status of each employee’s work. In addition, regular communication with team members and mentors should be emphasized to provide feedback and support. Effective consultation in a remote work environment involves clear and frequent communication, setting and respecting boundaries and work hours, and maintaining a strong team culture. It is important to establish regular check-ins and meetings to ensure everyone is aware of the organisation’s goals and expectations. Besides, trust and open communication channels should be enhanced for remote work to be successful. Furthermore, all members of an organisation should be adaptable and considerate of the different time zones in a remote work environment.

Using methods that suit the needs and preferences of individual employees is another essential aspect of remote working. For instance, there are many options available for online communication, such as email, chat, video conferencing, or phone calls. The organization should consider the aspects of each method, such as the speed, reliability, convenience, and cost. An agreement should then be reached on what each team member finds convenient to use. Further, organisations should aim at building trust so as to make it easier for employees to consult their supervisors. Trust is vital for effective consultations as it creates a sense of belonging, mutual respect, and cooperation. Organisations should also show interest in and appreciate team members and mentors in order to create a strong connection at the workplace.

In addition, organisations should accept the different individual cultures and styles of work and communication. This can be achieved through being open-minded, respectful, and curious about team members and mentors. Accepting individuals and their differences will lead to reduced misunderstandings, conflicts, and biases in the workplace. Feedback should also be encouraged and used to enhance performance.

Finally, a remote work environment requires individuals to take care of their well-being. This is because working remotely can bring about challenges such as isolation, distraction, stress, or burnout. To cope with these challenges, organisations should encourage employees to set healthy boundaries between work and one’s personal life. Employees should follow a regular routine that includes taking breaks, exercising, and having hobbies. Organisations should also offer social and emotional support by reaching out regularly to employees and their mentors.

Remote work is on the rise due to the many benefits organisations and employees are gaining from it. According to Buffer’s 2021 State of Remote Work Survey, most workers would like to work remotely at least some of the time for the rest of their careers. In addition, 97% of those working remotely would recommend remote work to others. This is a clear indication that businesses that have not adopted remote work may be missing out on some of the benefits.

Adapted from: https:/hr.njit.edu>benefits-remote-working, July 2023

Question 14(a)

State the meaning of the following words and phrases as used in the passage. (i) offer; (ii) keep track of; (iii) considerate; (iv) vital; (v) cope with; (vi) adopted.

(6 marks)

Answer

Word or phrase Meaning in the passage
offer Provide or make available.
keep track of Monitor progress or remain informed about.
considerate Thoughtful about other people’s needs and circumstances.
vital Essential or extremely important.
cope with Manage or deal successfully with.
adopted Begun using or put into practice.

Question 14(b)

In about 130 words, and according to the passage, write a summary on how organizations can enhance consultation and teamwork.

(12 marks)

Answer

Organizations should agree clear goals, responsibilities, deadlines and communication methods with remote workers. Shared documents, calendars and project management tools can help everyone monitor progress. Regular contact, check-ins and meetings provide feedback and support while keeping employees informed about expectations. Communication should respect working hours, personal boundaries and different time zones. Teams should choose channels that suit members’ needs, considering speed, reliability, convenience and cost. Managers should build trust, show appreciation and encourage employees to consult supervisors. Respect for different cultures and working styles reduces misunderstanding, conflict and bias. Feedback should be welcomed and used to improve performance. Organizations should also protect employees’ well-being by encouraging healthy routines, breaks and a balance between work and personal life, while maintaining regular social and emotional support.

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