SECTION A – (10 Marks) Each question carries 1 Mark
1. Which one of these is a communication skill?
A. Talking at the same time as someone else
B. Listening to what people say
C. Putting your fingers in your ears
D. None of the above
2. What body language shows that you are listening?
A. Turning away from the speaker
B. Nodding and making eye contact
C. Looking out of the window
D. All of the above
3. The _____________ is the person who transmits the message
A. Receiver
B. Driver
C. Sender
D. Cleaner
4. The response to a sender’s message is a _____________?
A. Message
B. Feedback
C. Feed forward
D. Feed
5. ___________ refers to all the factors that disrupt communication
A. Nonsense
B. Noise
C. Smile
D. Nobody
6. Environmental barriers are the same as ____________noise
A. Physiological
B. Psychological
C. Physical
D. Sociological
7. Our dress code is an example of_______________ communication
A. Verbal
B. Nonverbal
C. Written
D. Spoken
8. Letter, email and telephone are examples of _____________
A. Message
B. Feedback
C. Channel
D. Encoding
9. ___ means communication without words.
A. Object communication
B. Written communication
C. Oral communication
D. Non-verbal communication
10. Normally communication is ___, wherein the information or message is transferred from one person to another.
A. Impersonal
B. Interpersonal
C. Personal
D. important
SECTION B – 40 Marks
11. Give the difference between the following types of communication
i. Verbal and Non-Verbal Communication (2 Marks)
ii. Formal and Informal Communication (2 Marks)
iii. Downward and Upward Communication (2 Marks)
12. State three purposes of using downward communication by the managers. (3 Marks)
13. State three characteristics of effective communication. (3 Marks)
14. State three barriers to effective communication. (3 Marks)
15. State three types of information sources. (3 Marks)
16. List three types of questions in an office setting, and for each, give an example. (6 Marks)
17. a) What is an Email? (2 Marks)
b) State three tips for effective business emails (3 Marks)
18. a) What is a ‘memo’? (2 Marks)
b) State the main purpose of writing a memo. (1 Mark)
19. a) Define the term ‘ethics’. (2 Marks)
b) Explain the following perspectives of ethics:
i. Moral rules (2 Marks)
ii. Virtues (2 Marks)
iii. Principles (2 Marks)