Communication Skills — Undated

KNEC Diploma in Supply Chain Management, Module I. Original examination questions with explained model answers for revision.

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Instructions: Answer ALL the questions in both sections.

SECTION A (32 marks)

Answer ALL the questions in this section.

Question 1 — 4 marks

Outline four ways in which employees can make customers trust an organization.

Model answer

  1. Give accurate, honest information.
  2. Keep promises and explain changes promptly.
  3. Handle customer information responsibly.
  4. Provide consistent, courteous service and resolve complaints fairly.

Question 2 — 4 marks

State four kinds of behaviour that may show lack of etiquette when one is communicating with colleagues in an office.

Model answer

  1. Interrupting or refusing to listen.
  2. Using rude or offensive language.
  3. Gossiping or disclosing confidential information.
  4. Ignoring colleagues or displaying dismissive body language.

Question 3 — 2 marks

Outline two circumstances where a notice would be the most appropriate channel of communication in an organization.

Model answer

  1. When the same short announcement must reach many people at a common location.
  2. When information, such as a timetable or closing date, should remain displayed for reference.

Question 4 — 3 marks

List three types of information that may be contained in a press release.

Model answer

  1. Details of the event, announcement or decision being publicised.
  2. Relevant dates, times and locations.
  3. The organisation’s identity and contact details for enquiries.

Question 5 — 3 marks

State three reasons why some organizations use social media to communicate with their clients.

Model answer

  1. To reach clients quickly and widely.
  2. To communicate and promote services economically.
  3. To receive feedback and interact directly with customers.

Question 6 — 3 marks

List three audience characteristics that a sender should take into account when encoding a message.

Model answer

  1. Language ability and education.
  2. Knowledge and experience of the subject.
  3. Age, cultural background and relevant attitudes.

Question 7 — 3 marks

State three uses of appraisal interviews in an organization.

Model answer

  1. Assessing performance against objectives.
  2. Identifying training and development needs.
  3. Agreeing future targets and improvement actions.

Question 8 — 3 marks

State three principles of effective communication.

Model answer

  1. Clarity.
  2. Completeness.
  3. Correctness.

Question 9 — 4 marks

State four types of committee meetings which may be held in an organization.

Model answer

  1. Standing committee meetings.
  2. Ad-hoc committee meetings.
  3. Executive committee meetings.
  4. Subcommittee meetings.

Question 10 — 3 marks

Outline three uses of the memorandum in an organization.

Model answer

  1. Giving internal instructions or explaining procedures.
  2. Announcing internal events or administrative arrangements.
  3. Requesting information or providing brief official updates.

SECTION B (68 marks)

Answer ALL the questions in this section.

Question 11(a) — 12 marks

Amani Company Limited wishes to take its employees to Planet Beach Hotel for a team building retreat. As the Human Resource Manager, write a letter to the hotel to enquire about their services.

Model answer

The dates, address and group size are illustrative details for the model enquiry.

Amani Company Limited
P.O. Box 100–00100
Nairobi
1 March 2020

The Reservations Manager
Planet Beach Hotel

Dear Sir/Madam,

RE: ENQUIRY ABOUT SERVICES FOR A STAFF TEAM-BUILDING RETREAT

Amani Company Limited intends to take approximately forty employees on a team-building retreat from 15 to 17 April 2020. We would like information about the services and facilities available at your hotel.

Please confirm whether you can accommodate the group for two nights and provide suitable meeting space. Kindly describe the room options, meal arrangements and any provision for special dietary requirements. We would also appreciate details of available presentation equipment, Internet access and recreational facilities.

As team building is the main purpose of the visit, please explain the activities you offer, whether qualified facilitators are available and what equipment would be provided. Information about the duration and suitability of the activities for a mixed staff group would help us plan the programme.

Please send an itemised quotation showing accommodation, meals, meeting facilities, facilitation and any additional charges. Kindly include your booking, deposit, payment and cancellation terms and indicate how long the quotation remains valid.

We would appreciate your response by 13 March 2020 so that we can compare the available options and make the necessary arrangements.

Yours faithfully,
Human Resource Manager
Amani Company Limited

Question 11(b) — 6 marks

Outline four ways in which an interviewer should prepare for a job interview.

Model answer

  1. Review the job requirements and applicants’ documents.
  2. Prepare relevant questions and assessment criteria.
  3. Arrange a suitable venue, time and materials.
  4. Agree panel roles and communicate the arrangements to candidates.

Question 12 — 16 marks

For the past six months, the number of motorists fuelling their vehicles at Safari Njema Service Station has drastically declined. As the Station Supervisor, you have been instructed by the proprietor to investigate the matter and write a report with recommendations. Assume you have completed the investigations and write the report.

Model answer

The findings are assumed for this model examination report.

SAFARI NJEMA SERVICE STATION

REPORT ON THE DECLINE IN MOTORIST CUSTOMERS

To: The Proprietor
From: Station Supervisor
Date: 1 March 2020

1. Terms of reference

I was instructed to investigate the drastic decline in motorists fuelling at the station during the past six months and recommend corrective measures.

2. Methodology

I reviewed sales and stock records, observed service operations, interviewed staff and customers and compared selected service arrangements with nearby stations.

3. Findings

Customers reported delays during busy periods and inconsistent responses to enquiries. Occasional unavailability of requested products caused motorists to visit competitors. Equipment downtime increased waiting time. Some motorists considered competing offers more attractive. The station had also done little to communicate its services or follow up customer complaints.

4. Conclusion

The decline was associated with weaknesses in availability, service efficiency, competitiveness and customer communication. Restoring confidence requires reliable improvements in daily operations.

5. Recommendations
  1. Improve demand monitoring and replenishment to reduce stockouts.
  2. Maintain equipment and arrange prompt repair of faults.
  3. Review staffing and service flow during busy periods.
  4. Train staff in courteous, accurate and prompt customer assistance.
  5. Review market offers and communicate clear, sustainable prices and services.
  6. Record complaints, resolve them promptly and monitor customer and sales trends.

Submitted by: Station Supervisor

Question 13(a) — 8 marks

You are the secretary of Singina Welfare Group. Write the notice of a meeting to be held in three weeks’ time.

Model answer

The illustrative meeting date is exactly three weeks after the notice date. The venue, name and agenda are assumed.

SINGINA WELFARE GROUP

NOTICE OF A MEETING

Date of notice: 1 March 2020

Notice is hereby given that a meeting of Singina Welfare Group will be held on 22 March 2020 at 10.00 a.m. at Singina Community Hall.

Agenda

  1. Opening and apologies.
  2. Reading and confirmation of previous minutes.
  3. Matters arising.
  4. Treasurer’s report and members’ contributions.
  5. Current welfare activities and proposed plans.
  6. Any other notified business.
  7. Date of the next meeting and adjournment.

All members are requested to attend punctually. Members unable to attend should inform the Secretary in advance.

Mary Akinyi
Secretary, Singina Welfare Group

Question 13(b) — 8 marks

Explain four benefits that may accrue to an organization that has effective horizontal communication.

Model answer

  1. Better coordination: colleagues and departments at the same level align activities and avoid conflicting work.
  2. Faster problem-solving: peers share relevant information without unnecessary delays through several management levels.
  3. Stronger teamwork: direct cooperation builds understanding and reduces interdepartmental conflict.
  4. Less duplication and delay: sharing plans and progress helps teams use resources efficiently and complete related tasks on time.

Question 14 — Reading passage

Read the passage below and then answer the questions that follow.

Mentorship is a process of transmission of knowledge, social capital and psychological support from a person who has greater relevant knowledge, wisdom or experience to a person who has less. A person offering mentorship is known as a mentor while the recipient is the mentee. Mentorship is designed to enhance career or professional development of people to new roles or responsibilities. It entails informal communication, usually face-to-face between the mentor and the mentee. For example, successful business owners who have a deeper understanding of how enterprises work need to mentor others on how to create successful businesses.

Mentorship is essential in many areas of life. Such areas include attitude towards work, social interactions and perceptions among others. In a work environment, mentors are important because of the roles they play. To begin with, mentors inspire, give advice, share perspectives, motivate and help employees learn new skills and ideas. Mentors not only help new employees learn the basics at the work place, but also help them develop values and new perspectives about the world. Mentors who quickly embrace and embody social change help mentees to, themselves, develop a sense of social change. As mentees interact with the world, their mentors’ influence goes with them, thus impacting the future growth and development of social change around the globe.

In addition, mentors notice strengths and potential in mentees and help to develop them. This enables mentees to overcome personal weaknesses and nurture talent to its fullness. Besides, mentors can ask mentees to accompany them to meetings and introduce them to staff thus paving way for acceptance into the new work environment. Observing how mentors interact with other staff members can help mentees learn how to relate well with colleagues.

This is because good interpersonal relations improve the working environment and boost productivity. Mentors also help mentees to adjust to the culture of the organization. This is especially so where young professionals may not be accustomed to the organization’s practices and acceptable behaviours. In such cases, mentors provide mentees with information on positive corporate culture, organization structure and procedures to help them quickly settle in their new roles in the organization.

Further, mentorship provides the mentees with real world knowledge and bridges the gap between theory and actual business practice. This helps to increase the mentees’ output within a short time of employment. Moreover, mentorship helps new employees to feel valued and accepted in the organization hence boosting their morale, loyalty and engagement at work thereby helping to reduce turnover. High employee turnover costs organizations a lot of money in form of recruitment, training and placement.

However, for a mentorship programme to be successful, the mentor must be willing to transfer wisdom to the mentee. The mentor must not only care about specific issues, but also about the general well-being of the people being mentored. In this regard, the mentor should be available and in touch for a truly sustainable relationship. Mentorship is a process where both the mentor and the mentee benefit. The mentor, for example, benefits by developing leadership and management qualities, improves communication and personal skills and gets a sense of personal fulfilment. On the other hand, the mentee benefits by acquiring a sense of belonging, gets acquainted to the organization and develops a lifelong beneficial relationship with the mentor.

Organizations must factor mentorship programmes as one of the strategies of enhancing growth. This can be done by identifying competent people who are willing to mentor others without compromising on organizational goals in order for the programmes to be successful. They should also avail financial resources where necessary to ensure that the mentorship programme achieves its intended objectives.

Adapted from: “The Accountant,” January-February, 2018.

Question 14(a) — 6 marks

State the meaning of each of the following words and phrase as used in the passage:

(i) relevant;

(ii) inspire;

(iii) paving way;

(iv) output;

(v) fulfilment;

(vi) competent.

Model answer

  1. Relevant: appropriate or closely connected to the matter.
  2. Inspire: encourage or stimulate a person to act or develop.
  3. Paving way: making it possible or easier for something to happen.
  4. Output: the work or results produced.
  5. Fulfilment: a sense of satisfaction or achievement.
  6. Competent: having the required ability and skill.

Question 14(b) — 12 marks

In about 130 words, and according to the passage, write a summary of the roles played by mentors in a work environment.

Model answer

Mentors inspire, advise and motivate employees while helping them acquire new skills and ideas. They teach workplace basics, develop values and perspectives, and encourage constructive social change. By recognising strengths and potential, mentors help mentees overcome weaknesses and develop their talents. They introduce newcomers to colleagues and meetings, easing acceptance into the workplace. Their example shows mentees how to build good interpersonal relationships. Mentors also explain organisational culture, structure, procedures and acceptable behaviour so that employees settle quickly into new roles. They connect theoretical learning with practical business knowledge, improving performance. Their support helps new employees feel valued, strengthens morale, loyalty and engagement, and reduces turnover. By maintaining an available, caring relationship, mentors support professional growth and the general well-being of mentees as they develop confidence in their responsibilities.

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