Download communication solutions for nov 2012

INSTITUTE OF BANKERS IN MALAWI
CERTIFICATE IN BANKING EXAMINATION
SUBJECT: INTRODUCTION TO BUSINESS COMMUNICATION
(IOBM- C105)
Date: May 2012
Time Allocated: 3 hours (08:00-1100am)
MARKING SCHEME
SECTION A
(60 MARKS)
Answer ALL questions from this section.
1. The following are steps used for improving time management except
Ignoring all other co-curricular activities.
2. The acronym SQ3R stands for
Survey, Question, Read, Recite and Review.
3. The process by which the sender puts information into a clear form that can be
understood by the receiver is known as
Encoding.
4. Effective communication is important to a banker because
it establishes sound interpersonal relations with colleagues and customers.
5. Visual communication includes the use of
Maps, notices, slides and tables.
6. In the following patterns of communication networks, all communication that takes
place flows through one central person.
The All Channel network pattern
7. Horizontal communication
occurs between employees on the same level in the same organization.
8. In the communication process, to encode means to
translate ideas into a code.
9. Feedback is a listener’s
verbal or nonverbal response to a message.
10. A message is a signal that serves as
stimulus for a receiver.
11. An example of psychological noise is a
speaker using complex ideas.
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12. An example of a communication channel is
face-to-face conversation.
13. Which of the following is an example of a non verbal message?
Eye contact
14. The ability to communicate effectively
can be learned.
15. A message can only be said to be effective when it is
understood by others and produce the intended results.
16. Interpersonal communication occurs only when
an individual interacts with another person as a unique individual.
17. In speech delivery, the form of a talk in which the presenter speaks from a detailed or
“thin” outline is known as
Outlined talk
18. The following are of the qualities to aim at when speaking to an audience except
nervousness.
19. One of the following is NOT TRUE about the importance of non-verbal
communication to a banker.
It delays communication with customers.
20. An example of oral communication is
Unplanned encounter.
21. Oral communication is advantageous because it
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is viewed as the basis for almost all negotiations, liaison, team briefing and project
management.
22. One of the following statements is true about statistical data.
It can be collected as primary data using investigation, interviews or
questionnaires
23. Directors, assignments of tasks, and performance feedback are typically conveyed by
downward communication
24. Which of the following is NOT an external written business communication?
Memo
25. The greatest concern managers have with grapevine information is its
accuracy
26. The levels of management in an organization are known as
structure
27. A proposal put to a meeting to obtain decisions is called
a motion
28. An agenda of a meeting contains the following details except
an agenda for the previous meeting.
29. Standing orders are defined as
regulations that govern meetings
30. Which of the following is NOT true about reports?
A proposal is a report written to convince a reader that a need exists and that
specific action should be taken to remedy that need.
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SECTION B
(40 MARKS)
Answer ANY TWO questions from this section.
QUESTION 31
a. Explain any four factors to consider when preparing for an effective meeting.
(8 marks)
-Objectives must be clear to those invited.
Adequate notice must be given of the meeting.
Select key participants to the meeting
Set and distribute the agenda
Venue and time must be communicated
(Any four factors with explanation of each)
b. Give any two duties of a minute taker in a meeting.
-Getting the room ready
Providing all necessary materials
Writing minutes
Disallowing unclear discussions to pass
Assisting the chair person
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(2 marks)
c. Imagine you are the chairperson of an oil company in your country planning to hold
an effective meeting. Write a notice of the meeting to your colleagues. (10 marks)
-use the PASS framework (purpose, audience, structure and style
ie, may use the memo style
2 marks for expression, 2 for mechanical errors and 6 for content.
(Total 20 marks)
QUESTION 32
a. Describe any four secrets of effective business communication to a banker.
(8 marks)
-Ask the right questions to convince potential clients
Communicate professionally to win contracts for example
Schedule and prepare thoroughly-i.e. scheduling meetings in time
Speak, pause, listen when you have several topics
Follow up in writing by giving an overview of the discussion
Customer Service –make your customers feel they are priority
(any four, 2 marks each)
b. Explain any three barriers to the communication process.
Distortion,
Lack of listening ability
Noise
(Each well explained with an example, 2 marks each)
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(6 marks)
c. Suggest any three ways of overcoming communication barriers.
(6 marks)
-Follow simple rules such as-Defining the purpose of the communication
-Knowing when and how to communicate
-understanding the receiver
-Personal communication skills
QUESTION 33
a. Explain any three steps of improving time management.
(6 marks)
-creating a semester schedule through recording all known classes
Assess and plan your workload each week
Adjust your plan each day
Evaluate your schedule
(Any two, 2 marks each with an explanation)
b. Describe any three factors that you need to consider when planning for study.
(6 marks)
-Structure of the study session= goals, order of task, reward
-Study environment= distraction fee, conditions for study, materials needed
-Note-taking= purpose, systems
(Each point explained= 2 marks each)
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c. One of the well known systems of note-taking is the Cornell System. Explain any
three steps that are involved in this system.
(6 marks)
-Preparation – use a large, loose-leaf notebook
-During the lecture-record notes in paragraph form.
-After the lecture- read through notes and make it more legible.
(2 marks each, well explained)
d. Mention any two techniques you would use when reading.
(2 marks)
-Scanning= reading through material quickly
-Skimming= reading quickly to gain a general impression
-Light reading –read at a pace to feel comfortable, to understand, leaving out boring
material
-Read –to-study reading = to understand material in some depth
QUESTION 34
a. Explain the meaning of audio-visual aids in the communication process. (2 marks)
-Any device used to aid in the communication process.
b. Discuss any three types of audio-visual aids used in oral presentations.
-writing boads; black, green or white
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(6 marks)
-Flip charts- hung on a three legged stand used in seminars
-Charts and Posters
-Transparencies- transparent pages
Overhead projector and slides- used mostly in conference rooms.
c. Give three disadvantages of using audio-visual aids to a banker.
-Most are dependent on other factors such as availability of electricity
-Require more skilled personnel
-Need thorough preparations
-Most modern equipment very expensive therefore not easily accessible
-Cultural differences might distract the audience therefore causing communication
barrier
(6 marks)
d. Suggest any three tips a presenter should follow when using audio-visual aids during
an oral presentation.
(6 marks)
-be conversant in using them
-explain the purpose of the audio-visual aid before use
-have a backup strategy ready in case of an audio-visual failing to function
-face the audience not the av when talking
END OF QUESTION PAPER
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