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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. 2 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 3 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. 4 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 5 (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) 6 (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) 7 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 8 (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 9