Communication Skills Pilot Exam December 2021

CPA FOUNDATION LEVEL

PILOT PAPER

COMMUNICATION SKILLS

December 2021. Time Allowed: 3 hours.

Answer any FIVE questions. ALL questions carry equal marks.

QUESTION ONE

(a) Identify six merits of grapevine communication in an organisation. (6 marks)
(b) Distinguish between “active listening” and “emphatic listening”. (4 marks)
(c) Examine five ways in which written communication could be made reader friendly. (10 marks)
(Total: 20 marks)

QUESTION TWO

(a) In the context of communication process, define the following terms:
(i) Encoding. (2 marks)
(ii) Decoding. (2 marks)
(iii) Feedback. (2 marks)
(b) Outline six ways through which management could enhance the effectiveness of vertical communication. (6 marks)
(c) Discuss four merits of effective listening. (8 marks)
(Total: 20 marks)

QUESTION THREE

(a) Highlight eight benefits of using non-verbal cues in communication. (8 marks)
(b) Analyse six essentials of a good business letter. (12 marks)
(Total: 20 marks)

QUESTION FOUR

(a) Outline five roles played the secretary after a meeting. (5 marks)
(b) Identify five non-verbal signals that could indicate positive communication. (5 marks)
(c) Discuss five psychological barriers to communication. (10 marks)
(Total: 20 marks)

QUESTION FIVE

(a) Highlight six benefits that could accrue to an organisation from the use of intranet. (6 marks)
(b) Distinguish between “interpersonal” and “intrapersonal” communication. (4 marks)
(c) Examine five guidelines that a speaker could follow to ensure effective presentation. (10 marks)
(Total: 20 marks)

QUESTION SIX

(a) Justify five reasons why it is important to observe ethics during a presentation. (5 marks)
(b) Identify five challenges associated with interviews. (5 marks)
(c) Assess five characteristics of a good report. (10 marks)
(Total: 20 marks)

QUESTION SEVEN

(a) Outline eight roles played a chairperson in a meeting. (8 marks)
(b) Highlight six benefits that an organisation could achieve from effective communication. (6 marks)
(c) Explain three factors that could guide a presenter while choosing a topic for presentation. (6 marks)
(Total: 20 marks)