MARKING KEY
MARKING KEY - COMMUNICATION
QUESTION 1
The candidates are expected to give a nonverbal communication which would be appropriate in each of the situations given and explain the contribution of the signal to effective communication.
1 mark for mentioning the non-verbal
2 marks for the explanation
QUESTION 2
a) Candidates should explain the directions of communication
i) Vertical communication involves the flow of information from managers to those below or from subordinates to those above
ii) Grapevine is the informal flow of information in the organization arising from unofficial sources like rumours
iii) Horizontal communication involves the flow of information among members of staff holding similar positions but in different departments for example Customer Services Manager and the Training Manager.
iv) Gate keeping is when an individual prevents another one from relaying information to a senior person for example a secretary/personal assist can block members of staff from meeting the manager.
b) Candidates are expected to give any two advantages and any two disadvantages of the telephone
Advantages
i. It provides instant feedback
ii. It is a direct medium of communication
iii. It allows people to exchange ideas
Disadvantages
i. It does not provide a record of the agreement
ii. The receiver might be disturbed by the call
iii. Can be affected by technical faults
QUESTION 3
The candidates are expected to write a letter
i. Format 2 marks
ii. Content 8 marks
iii. Language 5 marks
Total: 15 Marks
QUESTION 4
The candidates are expected to write a short formal report
Format 3 marks
Content 7 marks
Language 5 marks
Total: 15 Marks
SECTION 5
QUESTION 5
(a) An interview is a form of oral communication between two parties one of whom has a preconceived and serious purpose both of whom have to speak and listen from time to time.
2. marks
b) Candidates are expected to give any four types of interviews and give the purpose e.g
iv. Recruitment/employment interview
v. Disciplinary interview
vi. Information gathering interview
vii. Exit interview
viii. Grievance interview
c. i Avoiding eyes contact
ii.Stammering, fidgeting
c(ii)
• Greeting him/her with a friendly tone of voice
• Engaging him/her in a general conversation
• Encouraging the interviewee to relax
d.
• The interviewer might be biased towards a particular candidate
• When the interview is not properly prepared for the interview
• Lack of good interviewing skills
QUESTION 6
a) i. An agenda is a list of items to be discussed at a meeting. 2 marks
ii.
• The agenda gives a picture of the items to be discussed at the meeting
• The members prepare for the meeting gathering the necessary information
• It helps the secretary when writing the minutes
b) Notice of a meeting
All members of the funding raising committee are invited to a meeting to be held on(day and date) in (venue) from(time) hrs.
Agenda
1. Apologies for absence
2. Minutes of the last meeting
3. Matters arising from the previous minutes
4. Fund raising raffle draw Proposer Mr Chipungu Seconder Mrs Ng’oma
5. To receive a report preparations for the function
6. To receive the treasurer’s report
7. Any other business
8. Date of the next meeting
12 marks
c) Uses of minutes of a meeting
• They provide a record of what was agreed
• They are used as a basis for any action arising from the meeting
• They provide future reference
Any 2 for 2 marks
QUESTION 7
Candidates are expected to write a memo in which they give the advantages and disadvatanges of each method of funding the purchase.
Format 3 marks
Content 10 marks
Language 7marks
QUESTION 8
The candidates are required to write an essay in which they explain how the bank uses ICT
Content 12 marks
Language 8marks
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