Communication — March/April 2024

Question 1

State three measures that an interviewer may take to achieve the objectives of an interview. (3 marks)

Answer

1. Prepare relevant questions linked to clear interview objectives.
2. Create a suitable setting and explain the purpose so the interviewee can respond comfortably.
3. Listen attentively, seek clarification and record relevant responses accurately.

Question 2

State three advantages of an employer giving verbal instructions to an employee. (3 marks)

Answer

1. Instructions can be delivered quickly.
2. The employee can ask questions and receive immediate clarification.
3. Tone and emphasis help explain urgency or priority.

Question 3

State four factors that may cause a meeting to be ineffective. (4 marks)

Answer

1. Unclear objectives or an inadequate agenda.
2. Poor preparation or missing information.
3. Weak chairing that permits irrelevant discussion or domination.
4. Absence of necessary participants or failure to reach decisions and assign actions.

Question 4

List three factors that may enhance interpersonal relations in an office. (3 marks)

Answer

1. Mutual respect and courtesy.
2. Open, honest communication and attentive listening.
3. Cooperation and fair handling of disagreements.

Question 5

Name two major components of a sentence. (2 marks)

Answer

1. Subject.
2. Predicate.

Question 6

State four personal details that should be included when writing a curriculum vitae. (4 marks)

Answer

1. Full name.
2. Contact address or location.
3. Telephone number.
4. Professional email address.

Question 7

State three measures that a sender should take to minimize communication barriers when planning a messsage. (3 marks)

Answer

1. Consider the audience’s needs, language and level of knowledge.
2. Organise a clear, accurate message with a specific purpose.
3. Choose a suitable channel and time, allowing for feedback or clarification.

Question 8

State three ways of enhancing the effectiveness of a poster. (3 marks)

Answer

1. Use a short, clear message with a prominent heading.
2. Choose readable lettering, suitable contrast and an uncluttered layout.
3. Place it where the intended audience can see it easily.

Question 9

State three reasons that may be attributed to the increased use of social media to communicate in organizations. (3 marks)

Answer

1. Wide and rapid reach to relevant audiences.
2. Relatively low cost of publishing routine updates.
3. Interactive communication through responses, comments and direct enquiries.

Question 10

State four messages that may be communicated through body contact as a non-verbal cue. (4 marks)

Answer

1. Greeting or welcome, for example an appropriate handshake.
2. Affection or friendship.
3. Comfort, reassurance or sympathy.
4. Authority, insistence or an attempt to attract attention, depending on the context.

Meaning depends on culture, relationship and consent; the same contact can be interpreted differently.

Question 11(a)

A section of workers in the organization you work for have been involved in a workers’ strike. You have been appointed to chair a disciplinary committee to interview the workers who took part in the strike. Outline five questions that you may ask during the interview. (10 marks)

Answer

1. What concerns or circumstances led you to participate in the strike?
2. What steps had you taken to communicate those concerns before the strike?
3. What was your role and what actions did you personally take during the strike?
4. What effects did the strike have on your duties, colleagues or the organisation’s operations?
5. What steps would you suggest to resolve the concerns and avoid a similar dispute?

The questions seek relevant facts and the worker’s explanation without assuming that participation automatically establishes misconduct.

Question 12(a)

Outline three situations in which a customer may write a complaint letter to an organization. (6 marks)

Answer

1. When goods supplied are defective, damaged or different from those ordered.
2. When delivery or an agreed service is unreasonably delayed or not provided.
3. When the customer is incorrectly charged or receives unsatisfactory treatment that requires a remedy.

Question 12(b)

Explain four roles of the chairperson during a meeting. (8 marks)

Answer

1. Opens the meeting and confirms that the necessary procedural conditions, including quorum, are met.
2. Guides discussion through the agenda and keeps contributions relevant to the business.
3. Encourages fair participation, manages disagreement and maintains orderly discussion.
4. Summarises decisions, confirms agreed actions and brings the meeting to a clear close.

Question 13

Outline four advantages of using audio-visual aids when making a presentation. (8 marks)

Answer

1. Attract and sustain the audience’s attention.
2. Clarify ideas through pictures, sound, demonstrations or other concrete examples.
3. Support understanding and memory by presenting information through more than one sense.
4. Make complex processes or events easier to demonstrate consistently to the audience.

Question 14 — Report

Suku Sacco has been in operation for some time, but its credit records show that only a few members have applied for loans since its inception. As the Credit Officer, you have been asked by the Manager to investigate the matter and write a report. Assume that you have completed your investigations and write the report. (18 marks)

Answer

REPORT ON LOW LOAN APPLICATIONS AT SUKU SACCO

To: The Manager, Suku Sacco
From: The Credit Officer
Date: 18 March 2024

1. Terms of reference

On 4 March 2024, the Manager instructed the Credit Officer to investigate the low number of member loan applications and recommend measures to improve uptake. This report presents the completed investigation.

2. Procedure

Credit records and application forms were reviewed. Members who had applied for loans and members who had not applied were interviewed. Credit staff were consulted about enquiries, rejected applications and processing arrangements.

3. Findings

1. Several members did not understand the loan products, eligibility conditions or application procedure.
2. Some eligible members considered the guarantor and documentation requirements difficult to meet.
3. Members were uncertain about the total borrowing cost because charges were not explained clearly at enquiry stage.
4. Applicants reported delays in receiving decisions and inadequate progress updates.
5. Some members preferred competing lenders because their loan periods and repayment schedules appeared better suited to members’ income patterns.

4. Conclusion

Low uptake resulted mainly from inadequate product information, difficult application requirements and concerns about processing and product suitability. Increasing applications therefore requires clearer communication and improvements in the member experience, together with responsible credit assessment.

5. Recommendations

1. Hold regular member education sessions and issue a simple guide explaining products, eligibility, costs and the application process.
2. Review documentation and guarantor requirements to remove avoidable obstacles while retaining appropriate lending controls.
3. Publish complete, understandable charges and repayment examples before members apply.
4. Set a realistic processing timetable, track applications and provide prompt progress updates.
5. Review product terms against members’ needs and monitor enquiries, approvals, uptake and repayment performance after improvements.

Prepared and submitted by:
A. Kamau
Credit Officer
Signature: __________________

Question 14(a) — Comprehension

State the meaning of each of the following words and phrase as used in the passage: (i) surge; (ii) translate to; (iii) thrive; (iv) integrated. (4 marks)

Answer

Question 14(b) — Comprehension

In about 120 words, and according to the passage, write a summary on what needs to be done to fully realise the potential of cross-border trade in East Africa. (8 marks)

Answer

To realise cross-border trade’s potential, East African governments should collaborate closely with stakeholders. The private sector should contribute expertise, innovation and investment, while governments provide supportive regulatory frameworks and infrastructure. A structured model should improve infrastructure delivery, access to capital and regional market expansion. This would increase efficiency, lower costs and boost productivity in the commodities sector. Small and medium enterprises should receive support to participate in cross-border trade. Agricultural credit guarantees and commodity exchanges should help farmers and enterprises obtain finance and reach larger markets. Governments should create a conducive business environment that supports sustainable trade, strengthens agriculture, promotes regional integration and economic growth, and helps secure adequate food supplies for the region’s growing population.

Question 14(c) — Comprehension

Highlight the measures that should be put in place to address food insecurity in Africa. (6 marks)

Answer

1. Adopt sustainable agricultural practices.
2. Use innovative food-production methods.
3. Improve infrastructure supporting farmers and trade.
4. Improve farmers’ access to capital.
5. Expand regional markets for agricultural produce.
6. Strengthen regional and cross-border trade, supported by collaboration between governments and other stakeholders.