Institute of Bankers in Malawi



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INSTITUTE OF BANKERS IN MALAWI

CERTFICATE IN BANKING EXAMINATION

SUBJECT: INTRODUCTION TO BUSINESS COMMUNICATION

(IOBM – C105)

Date: Tuesday, 4th May 2010

Time Allocated: 3 hours (08:00 – 11:00 am)

INSTRUCTIONS TO CANDIDATES

1 This paper consists of TWO Sections, A and B.

2 Section A consists of 4 questions, each question carries 15 marks.

Answer ALL questions.

3 Section B consists of 4 questions, each question carries 20 marks. Answer ANY TWO questions.

4 You will be allowed 10 minutes to go through the paper before the start of the examination, you may write on this paper but not in the answer book.

5 Begin each answer on a new page.

6 Please write your examination number on each answer book used.

7 DO NOT open this question paper until instructed to do so.

SECTION A (60 MARKS)

Answer ALL questions from this section.

ANSWER ALL QUESTIONS

QUESTION 1

Communication in the organization can be done both verbally and non-verbally:-

a) As a member of staff in an organization, state any five ways in which you can create a positive impression with a customer in a telephone conversation.

(5 marks)

b) Describe any five ways in which an organization or its members of staff can create a negative impression on its customers non-verbally. (10 marks)

(Total 15 marks)

QUESTION 2

a) Briefly describe what is meant by a “website” and give three advantages of websites to an organization? (5 marks)

b) (i) Define e-mail. (3 marks)

ii) Give any two advantages and any two disadvantages of e-mail. (4 marks)

iii) What do the following terms mean in electronic communication?

• WWW (1 mark)

• HTTP (1 mark)

• HTML (1 mark)

(Total 15 marks)

QUESTION 3

Imagine you are a consultant offering courses and training in communication skills. After visiting one of the banks in your location you have observed the need for your services to both its members of staff and its corporate image. Write a letter to management of the bank in which you:

i) Introduce yourself.

ii) Explain the services you offer.

iii) Show how the bank and its staff would benefit from your training and improve its image

You may add any other relevant details to make your letter persuasive. (15 marks)

(Total 15 marks)

QUESTION 4

Briefly explain the importance of each of the following in relation to meetings:-

(i) Notice

(ii) Agenda

(iii) Minutes

(iv) Chairperson

iv) Quorum

(Total 15 marks)

SECTION B (40 MARKS)

Answer ANY TWO questions from this section.

QUESTION 5

Imagine that you are part of a team that was conducting a customer satisfaction evaluation exercise at Superior Bank, and you are ready to present your findings to members of staff in the bank. As part of the presentations, the team has agreed to use visual aids.

a) Give any four reasons why visual aids are important during such presentations. (8 marks)

b) Give any three factors that need to be considered before choosing a type of visual aid to be used. (6 marks)

c) Give any two advantages of each of the following visual aids:

i) Flip charts. (2 marks)

ii) Overhead transparencies. (2 marks)

iii) Microsoft PowerPoint. (2 marks)

(Total 20 marks)

QUESTION 6

a) Explain any four qualities of an effective speech. (8 marks)

b) The bank for which you are working has been sponsoring a sporting activity. At the end of the season, you have been invited to the award presentation ceremony as the guest of honour. You see this as an opportunity to bring your services to potential customers. Write a speech to be presented at this function.

Hint: Your speech may include the following:

• The type of services your bank offers

• The benefits of acquiring these services from your bank

• The importance of sponsoring such sporting activities

(12 marks)

(Total 20 marks)

QUESTION 7

a) Name a barrier that may be experienced in each of the following situations and suggest a way of overcoming it:

i) When you identify that your boss has misquoted important figures in a public presentation and need to be corrected before the presentation is over. (2 marks)

ii) Prospects of meeting a customer who clearly demonstrated dishonesty on the past three meetings. (2 marks)

iii) Listening to a presentation where the facilitator has a criminal record. (2 marks)

iv) Calling for an emergency staff meeting at a time when people are supposed to be knocking off. (2 marks)

b) Explain any four ways in which participants can contribute to the effectiveness of meetings in the organization. (12 marks)

(Total 20 marks)

QUESTION 8

a) Explain any three types of listening. (6 marks)

b) Describe any five ways in which a banker can improve his or her listening ability.

(10 marks)

c) Explain any two benefits of effective listening. (4 marks)

(Total 20 marks)

END OF THE EXAMINATION PAPER

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