Marking Key



BUSINESS COMMUNICATION MAY 2010

MARKING KEY

QUESTION ONE

Part (a)

i. speaking clearly

ii. being courteous

iii. satisfiying the customer by providing them complete information

iv. being concise

v. portraying concreteness or honesty

(1 mark each)

Part (b)

i. By ignoring customers e.g. failure to welcome or greet them

ii. Showing lack of interest e.g. failure to maintain eye contact during conversations

iii. By managing the customer’s and organisation’s time

iv. Lack of formal or appropriate dressing

v. Failure to provide or maintain a neat and business-like environment/atmosphere

(2 marks each)

QUESTION TWO

a) A website is a collection of pages on the internet providing information about the organization, its services or products. (2 marks)

Advantages

i. Reduces congestion of enquiries by visits or telephone

ii. Is able to reach out or advertise its services or products globally

iii. Customers may transact business with the organization online

1. mark each)

a. i. Files are relatively secure because passwords can be used. Files can also be easily back-uped. Files can be located and be retrieved easily. Transfering of files from one point to another is very easy and cheap. And any other meaningful points. (5 marks)

ii. Calculations are relatively accurate. Linking processing points in the bank is easy since computers are online. Customers may be served even during ‘off-hours’ e.g. using ATMs. Time spent in searching and retrieving manual files is highly reduced. (5 marks)

b. (i) E-mail is a short form for electronic mail which simply means

corresponding through the computer networks.

ii) Advantages of e-mail are:

- it is fast

- it is secure

- Messages can be sent at any time of the day

(Any 2 for 2 marks)

The disadvantages of e-mail are:

- Requires computer Knowledge

- Relies on power which can be unreliable.

- Depends on the availability of a network

(Any 2 for 2 marks)

iii) WWW – World wide web – is the system of internet servers that support hypertext to access information on the internet.

HTTP – Hypertext transfer protocol. It is used to send webpages.

HTML – Hypertext Marking Language. A type of language which is used to create documents on the internet.

QUESTION THREE

Candidates to write a letter of sales which introduces their service.

Content 8 marks

Layout 3 marks

Language 4 marks

QUESTION FOUR

i) Notice of a meeting is sent to participants to enable them to prepare for the meeting. It contains information on the date, venue, time and the purpose of the meeting.

ii) Agenda is a list of items to be discussed at a meeting. It helps the members to know the sequence of the items to be discussed and it also helps them to prepare for the meeting.

iii) Minutes are a record of the deliberations of a meeting and they are used to empower officers to carry out the agreed actions.

iv) The Chairperson is the one who presides over a meeting and he/she is the one who controls the discussions in the meeting.

v) Quorum is the minimum number of participants who should be available in a meeting in order for the decisions made to be bidding.

(3marks each)

QUESTION FIVE

Part (a)

i. They provide a point of reference and attract audiences attention

ii. They are easily committed to memory compared to pure speech or text

iii. Trends are easy to follow

iv. They provide variety and reduce monotony in presentations

(2 marks each)

Part (b)

i. Size of audience

ii. Availability of supporting resources e.g. electrical power

iii. The presenters’ ability to use a particular visual aid

(2 marks each)

Part ©

i. Advantages of flipcharts are:

- Can be pre-prepared

- Easy to refer back

- Low cost, low risk

- Allows use during session

(Any 2 for 2 marks)

ii Advantages of overhead transparencies are:

- Low cost

- Can be used for different texts

- Can be used to build up images as points added.

(Any 2 for 2 marks)

iii Advantages of Microsoft powerpoint are:

- Has impact

- Professional design and functioning

- Presentation notes can be added to slides for presenter cues.

(Any 2 for 2 marks)

QUESTION SIX

Part (a)

i. It is clear. Lack of clarity due to language usage could lead to misunderstanding and failure of communication.

ii. It considers the audience. A good speech is that which meets the expectations or needs of the audience.

iii. It is courteous. It is presented in the appropriate manner e.g. protocol, tone, etc.

iv. It is concrete. A speech which is not based on facts or reality is as well useless and distracting and people expect honesty.

Any of the 7Cs will do.

(2 marks each)

Part (b)

Candidates to write a formal speech.

Content 6 marks

Layout 2 marks

Language 4 marks

QUESTION SEVEN

Part (a)

Any answers that make sense on the situation may be accepted.

i. Fear of admonition. Passing a note to him suggesting a correction at an opportune time.

ii. Lack of trust. Being positive by assuming that the past experiences were isolated cases.

iii. Negative attitude/lack of trust. By focusing on the message and not the messenger.

iv. Lack of interest/Exhaustion from the members. Providing incentives.

(2 marks each)

Part (b)

i. By attending meetings

ii. By making positive contributions

iii. By ensuring equal participation of all

iv. By performing given tasks earnestly

(3 marks for a well given, written and supported point)

QUESTION EIGHT

a) Listening for information: The listener strives to acquires as much information as possible. May not interrupt the speaker unnecessarily and may ask questions to fill gaps in content.

Critical/Evaluative Listening: The listener keeps assessing the presentation and any errors of fact, motive, etc. may be pointed out.

Empathetic listening: The listener puts him/herself in the speaker’s shoes and shares the feeling. It may lead to offering assistance or required guidance.

Listening for pleasure: The listener’s main aim is to enjoy the presentation.

b) i. preparing to listen

ii. taking short notes

iii. asking relevant questions

iv. showing interest by maintaining eye contact, nodding of head to show agreement etc.

v. Refraining from acts that would disturb the speaker.

2 marks each

c) i. Assists in improving and building good business relations with customers

ii. Improves coordination and team work in the organization

Instructions are carried out properly and saves organisation’s time

2 marks each

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download