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Communication Skills Question Paper

Communication Skills

Course:Bachelor Of Science In Human Resource Management

Institution: Moi University question papers

Exam Year:2009

COMMUNICATION SKILLS
DATE: DECEMBER 2009 TIME: 2 HOURS
INSTRUCTIONS: Answer question ONE and any other TWO questions
QUESTION ONE
a) You are in charge of customer care in your organization. A customer has just written a letter to the
Manager complaining of poor quality of service. On investigation, you discover that the
production department has had delays due to frequent breakdowns of machines and other
customers have been affected. Prepare the outline of a short report to your manager clearly
indicating what information the sections will focus on. (12 Marks)
b) Distinguish between communication to an “internal “market and to an “external market.
(2 Marks)
c) Describe and give example of four types of questions that can be used in interviews.
(8 Marks)
d) You have just been appointed as secretary of the board in your organization and there is a meeting
scheduled in the next two months. What do you need to do before and during the upcoming
meeting. (8 Marks)
QUESTION TWO
a) Write guidelines for a prospective interviewee to ensure that he or she is able to listen effectively
during the interview. (5 Marks)
b) Describe communication flows within an organization and explain an advantage and disadvantage
of each. (15 Marks)
2
QUESTION THREE
a) Explain the following concepts related to the presentation process.
i) Audience evaluation
ii) Audience adaptation
iii) Delivery
iv) Presentation structure
v) Speaker credibility (10 Marks)
b) Describe and explain the uses of four main types of documents used in meetings. (8 Marks)
c) Distinguish formal versus informal communication. (2 Marks)
QUESTION FOUR
a) Explain and illustrate the following forms of non-verbal communication.
i) Proxemics
ii) Paralanguage
iii) Hepatics
iv) Kinesics (8 Marks)
b) Briefly explain the personal qualities of a good speaker. (6 Marks)
c) Explain three reading techniques and the type of reading material they are best applied to.
(6 Marks)
QUESTION FIVE
a) Explain and justify the main considerations in choosing a channel of communication.
(5 Marks)
b) Today many communication messages are transmitted through electronic technology but there will
always be a role for the business letter. Briefly discuss this statement. (5 Marks)
c) Write a complaint letter to the sales manager of a shop that sold you some faulty goods.
(10 Marks)

Communication Skills Question Paper

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