Communication — November 2019

KNEC Diploma in Sales and Marketing — Module I. Paper code: 2902/104

Independent worked revision answers. These are not official KNEC marking schemes.

Question 1

State three benefits of good interpersonal relations in an organization. (3 marks)

Answer

  1. Better teamwork.
  2. Reduced conflict.
  3. Greater trust and willingness to share information.

Question 2

Outline three uses of feedback in communication. (3 marks)

Answer

  1. Confirms whether the message was received and understood.
  2. Identifies misunderstandings needing clarification.
  3. Helps evaluate and improve the communication.

Question 3

State three reasons why meetings are held in an organization. (3 marks)

Answer

  1. Share information.
  2. Discuss problems and make decisions.
  3. Coordinate activities and review progress.

Question 4

List three types of interview formats. (3 marks)

Answer

  1. Structured.
  2. Semi-structured.
  3. Unstructured.

Question 5

List three items that may be filled in a telephone message form. (3 marks)

Answer

  1. The caller’s name and contact details.
  2. The date and time.
  3. The message and any required follow-up.

Question 6

Give four advantages of using visual aids when communicating. (4 marks)

Answer

  1. Attract attention.
  2. Clarify complex information.
  3. Support comparisons.
  4. Improve understanding and recall.

Question 7

Outline three advantages of holding a meeting through videoconferencing. (3 marks)

Answer

  1. Reduces travel expenses.
  2. Connects geographically separated participants.
  3. Allows immediate discussion with visual interaction.

Question 8

Outline four ways in which a speaker may make a speech memorable. (4 marks)

Answer

  1. Organise it around a clear central message.
  2. Use relevant examples or a brief story.
  3. Repeat key ideas appropriately.
  4. Close with a concise and meaningful conclusion.

Question 9

State three circumstances under which a questionnaire may be used to collect information. (3 marks)

Answer

  1. When responses are needed from many dispersed people.
  2. When standardised questions are needed for comparison.
  3. When respondents need time or privacy to provide information.

Question 10

Rewrite the following sentences according to the instructions given. (i) John bought the car last year. (Rewrite the sentence in the passive voice) (ii) The thief was attacked by a ______ of bees when he tried to steal the hive. (Complete the sentence by inserting a collective noun) (iii) The cost of sugar has ______ sharply. (raised, risen) (Complete the sentence with the correct word). (3 marks)

Answer

  1. The car was bought by John last year.
  2. The thief was attacked by a swarm of bees when he tried to steal the hive.
  3. The cost of sugar has risen sharply.

Question 11(a)

Organizations get reports written on various aspects affecting their operations. Explain four reasons for writing such reports. (8 marks)

Answer

  1. Provide evidence for decisions by presenting relevant findings.
  2. Investigate problems and recommend corrective action.
  3. Record activities, progress and results for accountability.
  4. Communicate information to people who need a structured, retrievable account.

Question 11(b)

Dynamic Company Limited is planning to hold it’s Annual General Meeting (AGM) in a few months’ time. As the secretary, write a notice convening the meeting and include the agenda. (8 marks)

Answer

DYNAMIC COMPANY LIMITED

NOTICE OF ANNUAL GENERAL MEETING

Notice is hereby given that the Annual General Meeting of Dynamic Company Limited will be held at the company boardroom on 20 February 2020 at 10.00 a.m.

Agenda

1. Confirmation of the minutes of the previous Annual General Meeting.
2. Matters arising.
3. Presentation and consideration of the annual report and financial statements.
4. Appointment or reappointment of auditors and consideration of their remuneration.
5. Election or re-election of directors as required.
6. Any other business properly notified in accordance with the company’s rules.

By order of the Board,
A. Otieno
Company Secretary
15 November 2019

Dates and venue are illustrative. In practice, the applicable law and the company’s constitution determine notice periods, member rights and permitted business.

Question 12(a)

Explain five benefits of job selection interviews to employers. (10 marks)

Answer

  1. Clarify information supplied in applications.
  2. Assess job-related knowledge and practical judgement.
  3. Observe communication and interpersonal skills.
  4. Compare candidates against consistent criteria.
  5. Explain the role and gauge the candidate’s motivation and understanding.

Question 12(b)

Explain four reasons why a senior manager may prefer to communicate face-to-face with junior staff. (8 marks)

Answer

  1. Immediate questions and feedback help resolve uncertainty.
  2. Facial expressions and tone provide additional context.
  3. Sensitive matters can be handled personally and respectfully.
  4. Direct interaction can build trust and demonstrate attention to staff concerns.

Question 13

Fama Company Limited has advertised the post of Office Administrator in one of the local dailies. Assume you meet the requirements of the advertisement and write an application letter for the post. (16 marks)

Answer

Illustrative answer; addresses, dates and the signatory are examination examples where not specified.

A. Otieno
P.O. Box 100, Nairobi

18 November 2019

The Human Resource Manager
Fama Company Limited
P.O. Box 200, Nairobi

Dear Sir/Madam,

RE: APPLICATION FOR THE POST OF OFFICE ADMINISTRATOR

I wish to apply for the position of Office Administrator advertised in a local daily. My training and administrative experience match the requirements of the position, and I would welcome the opportunity to contribute to your company.

I hold a relevant diploma and have experience in handling correspondence, maintaining records, arranging meetings and coordinating routine office activities. I use office applications confidently and organise work carefully to meet deadlines.

In my previous responsibilities, I supported accurate document filing, timely communication and courteous assistance to staff and visitors. I understand the importance of confidentiality, accountability and cooperation in an administrative role.

I enclose my curriculum vitae and copies of relevant certificates for your consideration. I am available for an interview at your convenience and would be pleased to provide further information.

Thank you for considering my application.

Yours faithfully,
A. Otieno
Applicant

Question 14: Reading passage

Since 2016, there has been a housing glut in and around Nairobi. Ready developments have been sitting idle with no buyers. High-end residential estates that took millions to put up stand empty as developers, who hoped to make a good profit, accumulate debt they are unable to pay. While financiers, including banks, have engaged auctioneers in a bid to recover their money, the auctioneers too are having a hard time making a sale in a market that is slowing down. This is the sorry state of the property market in and around Nairobi.

Before 2016, property price growth was being supported by demand surpassing supply. Sectors such as commercial offices witnessed demand for top-notch office spaces especially from incoming foreign firms and workers. Since then, land and overall development costs in Nairobi have relatively increased. Poor infrastructure and lack of utilities that developers have to provide makes them incur costs which they pass onto the end-buyers pushing property prices up.

Despite the government reporting that the economy grew by 6.3 per cent in 2018, the cost of living has remained high affecting disposable income that would normally be directed towards real estate investments. This, coupled with lack of access to real estate financing for both buyers and developers, has hit the sector hard. Some firms are relocating to serene environments characterized by good infrastructure, utilities and amenities. Other firms are closing shop in Nairobi in a bid to scale back on foreign operations and relocating elsewhere, increasing the number of empty properties.

Lack of ease of doing business has also affected the property market negatively. The licensing and approvals by both the national and county governments have pushed up the cost of doing business. Coupled with corruption, this has pushed off investors who would have been interested in property. Besides, relatively high costs of financing, burdening tax laws and the interest rates cap law have constrained access to finance for developers and homebuyers. This state of affairs has put major property developers in a catch-22 situation where properties they have developed have been put up for auction after they have failed to settle loans. A number of high-profile developers are battling auctioneers in court after failure to service bank loans. These and other cases mean that there is a good number of homebuyers that risk losing homes that they have already paid for. For example, buyers of an estate in Athi River face eviction following a dispute between the developer and a bank.

To protect property investors and restore market confidence, there may be need for market price regulation. Policies can be put in place to ensure that all payments that homebuyers make go to the account that is being discharged to the bank. This may be necessary since it is the bank to release that particular property to the buyer. Besides, efficient land approval systems should be put in place to make the property acquisition process easier and less expensive thus driving away middlemen. Market players can also play a big role in restoring confidence in the market if they follow due process in land acquisition. In addition, they can improve the way they handle customers by having the necessary documents ready on time.

To fast-track the availability of affordable housing, the government should provide infrastructure in the form of access roads, sewer lines and water supplies sufficient to support multi-family developments. This is because developers are forced to foot budgets for construction of access roads, water piping or drilling, electricity connectivity, internet and security where they are not available. This increases the cost of property ownership, making the dream of affordable housing unattainable to most Kenyans. If national and county governments can provide these, the cost of housing would stabilize and Kenya’s housing deficit of over 200,000 houses per year would drastically go down.

Adapted from Daily Nation, Thursday August 15, 2019. Transcribed from the supplied examination paper.

Question 14(a)

State the meaning of each of the following words and phrases as used in the passage: (i) engaged; (ii) relocating; (iii) pushed up; (iv) put in place; (v) fast-track; (vi) deficit. (6 marks)

Answer

  1. engaged: employed or obtained the services of
  2. relocating: moving to another place
  3. pushed up: increased
  4. put in place: established or implemented
  5. fast-track: speed up
  6. deficit: a shortage or amount by which supply falls below need

Question 14(b)

In about 150 words and according to the passage, write a summary on the problems facing property developers and homebuyers in Kenya. (8 marks)

Answer

Developers and homebuyers face a property market with many unsold and empty buildings. Land and construction costs have risen, while inadequate infrastructure forces developers to provide roads, water and other services and pass the expense to buyers. High living costs reduce the disposable income available for property purchases. Both developers and buyers struggle to obtain affordable finance. Some businesses relocate or reduce operations, leaving more premises vacant. Licensing requirements, lengthy approvals, corruption, taxes and financing restrictions increase costs and discourage investment. Developers unable to repay loans face auctions and legal disputes with lenders. Buyers who have already paid may consequently risk losing their homes. Expensive utilities and infrastructure further undermine affordable housing. Together, these problems weaken confidence, delay sales, burden developers with debt and prevent many households from purchasing suitable homes despite the continuing shortage of housing for the population.

Question 14(c)

Mention two ways of pushing out middlemen from the property acquisition process. (2 marks)

Answer

  1. Establish efficient land-approval systems that make acquisition simpler and less costly.
  2. Follow due process and have the necessary property documents ready on time, allowing direct and transparent transactions.

Question 14(d)

Outline the main role the national and county governments can play to make housing affordable. (2 marks)

Answer

Provide adequate supporting infrastructure, particularly access roads, sewer systems and water supplies, so developers do not have to recover all these additional costs through house prices.

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