CIT 05102: BUSINESS COMMUNICATION
MARKING SCHEME
Q.1:
A) what is “space language”? (2 marks)
Is the distance between the sender and receiver.
Q.1 B).
Mention four types of space, as used in nonverbal communication (2 marks; 0.5@)
i.
Intimate space
ii.
Personal space
iii.
Social space
iv.
Public space
v.
Fixed/semi fixed space
Q.1
C)
In nonverbal communication, “surroundings” can give a lot of information.
Explain briefly. (2 marks)
The
physical environment around us speaks their own nonverbal language.
Surroundings consist of a large number of objects. Two parts of surrounding are
colour and layout.
(i)
Colour: Colour has been used to convey meaning since time
immemorial. Different colours are associated with different attitudes behaviour
patterns and cultural background. White is generally associated with peace and
chastity. Pink, red, yellow green and blue represent cheerfulness and pleasant
condition. Black and grey are associated with sombre mood and negative
feelings. Right choice of colour for our clothing, home and office interiors
and decoration pieces is helpful in effective in communication. Indifference to
choice of colour is a sign of poor cultural background.
(ii)
Layout
The
space arrangement of an office, the furniture and its design, etc; are
important in communication. A taste fully decorated office creates good
impression. The layout and design of an office also projects the image of the
organization. Therefore, expert designers are employed to do up the interior or
design of offices.
(iii)
Squatter townships and poor roads indicate poor living conditions and
poverty, whereas well planned streets with beautiful houses indicate good
living conditions and prosperity.
Q.1
D)
Define the following terminologies as used in organizational meetings (6 marks;
1.5@)
i.
Agenda:
List of items to be discussed at a meeting.
ii.
Quorum
: A minimum number of qualified persons whose presence is
necessary to make the meeting legal or
A minimum number of
required participants of the meeting necessary to enable the chairperson to
open the meeting and the meeting become legal
iii. Minutes: Official records or proceedings of the meeting. It show
among other things list of Participants, venue, date and resolutions
iv.
Motion: Is a special agenda presented at the meeting by the mover
for discussion and late resolution. It must be in writing, and a copy presented
to the chairperson. It must be seconded before it can be
discussed.
Q.2: A) Write
T if the statement is true or F if the statement is false. (6 marks; 0.5 @)
(i) In business
communication a letter of inquiry is written by a seller to a buyer seeking
information.
( F )
(ii) Rumour in an
organization can be increased by keeping an open door policy ( F )
(iii) Informal
communications are slow and rigid as compared to formal communication ( F )
(iv) Communication
means sending of information from the sender to the receiver ( F )
(v) Formal
communication refers to the flow of messages along the prescribed routes (T)
(vi)
In space language, social space is
mostly used for official relationships. ( T)
(vii)
Long chain of command in an
Organization can lead to communication ineffectiveness ( T )
(viii)
One way of making a meeting effective is that
the chairperson has to close it strongly ( T )
(ix)
‘Acclamation’ is used by meeting to arrive at
a consensus, when there is sharp difference on the motion ( F )
(x)
When communication is present, human
activities ceases to exist ( F )
(xi)
Message sent and messages received are
always identical ( F )
(xii)
Grapevine communication becomes
routine when organization is passing through a prosperous period ( F )
Q.2:
B)
Grapevine communication is believed to bring psychological satisfaction as
compared to formal communication.
Mention 3 reasons to support this statement. (6 MARKS; 1@)
i.
There are no rules associated with grapevine communication as
compared to formal communication.
ii.
Grapevine communication
travels fast and brings people closer. It strengthens group identity and
maintains the organization as a social entity.
iii.
Grapevine communication is full of laughter, joy, jokes and
passionate conversation.
iv.
Social functions such as weddings, birthdays, dating, friendships
and even business links, are well developed during informal communication
v.
Counseling particularly when a friend or a co-worker has a funeral,
a family problem, is financially broke, take place during informal
communication
Q.3 A) These days
considerable businesses are done on credit. However, collection of dues/debts from
difficulty customers is tricky and must be done very carefully and carefully.
Why? (6 marks)
i. if the collection is done rudely , customers may be annoyed and
leave. Therefore it must be done carefully no to lose customers.
ii. if the collection is done too sluggishly / softly some customers may decide not to pay resulting into
bad debt . Therefore it must be done carefully no to create bad debt and hence
lose company money.
Q.3 B) In attempts
to collect dues/debts from difficult customers, a series of letters or reminder
are sent out. Elaborate the major reasons/functions of the following letters of
reminder (6 marks)
i.
The
mild reminder
To kindly remind the
customer to pay, assuming that he has forgotten to pay.
ii.
The
Inquiry and discussion.
To convened the meeting for
finding out reasons as to why the customer doesn’t pay. It might be that you
supplied him with substandard or wrong goods, or you over-invoiced him. Or, he
might be passing through a period of business downturn or he might have suffered
a certain calamity like flood, Gongolamboto bombs, etc
iii.
The
demand and warning stage
To inform the customer of your intention to seek legal
intervention. It is better to lose the customer at this stage and get your
money back
Q.4 A) Define Oral
communication (2 marks)
Is
communication throw word of mouth. It is communication through speech.
Q.4 B) Oral communication provides immediate feedback
to both the sender and receiver. However, it is rarely used in official
communication. Mention and briefly describe 5 limitations of
oral communication (10 marks)
i.
Poor retention: The listener cannot retain oral messages in his
memory for a long time. The speaker himself may not recall what he actually
said.
ii.
No record: oral communication provides any record for future
reference. In the absence of record, oral communication has no legal validity.
iii.
Time Consuming: Oral communication may not always be time saving.
Sometimes meetings continue for a long time without arriving at any
satisfactory conclusion.
iv.
Misunderstanding: Oral communications are likely to be
misunderstood due t o poor vocal expression and noise. The speaker may not be
able to make himself quite clear or the listener may be inattentive. This is
likely to be truer when the two individuals are not in good terms with each
other.
v.
Lengthy messages: Oral
communication is not suitable for transmitting lengthy messages. Some parts of
vital importance are more likely to be missed when lengthy explanation is
required.
vi.
Lack of responsibility: Oral messages are not recorded. Therefore
it becomes very difficult to hold persons responsible for mistakes, inaccuracy,
untruth in oral communication.
vii.
Imprecise: People usually take less care when speaking than when
writing. Therefore, spoken words tend to be less precise than written words.
Often the exact point the speaker is trying to make is lost in a mass of words.
Q.5
A) Choose the correct answer and write its
corresponding letter in space provided (6 marks)
i.
A
ii.
A
iii.
B
iv.
C
v.
D
vi.
E
Q.5 B) Choose the appropriate statement from section
II and match it to the corresponding
item in section I by writing its letter (6 marks; 0.5 each)
|
SECTION
I |
SECTION
II |
|
I. Many executives keep distance from their
juniors thinking that consulting subordinates will lower their dignity [
J ] II. Students failed to understand the
headmaster after he announced, “It is vacuous
pretentiousness and dysphemistic” [ T ] III
The study of messages conveyed by human body movements [
I ] IV
When Wangari was announced the Noble Price winner; she was extremely
excited and very, very happy such that she could not communicate
well. [
G ] V.
Bakhresa wrote a letter of inquiry to his supplier, “Can you supply me with
the
usual items, same quantitative, same prices please?”. [ O ] VI.
This is the meeting of Company creditors and it is held when deemed
necessary. [
D ] VII
Mwakatobe did not listen fully to his driver to complete his explanation
about the accident. He jumped
to conclusion that his driver was lazy. [ K ] VIII Mr. Mosses, a marketing manager of UCC Mbezi
branch shares his monthly report with the marketing manager of UCC Dodoma
branch [ R ] IX.
It is the type of communication which is spontaneous and unstructured. [ E ] X.
The writing stage, when you check for mistakes and correct them. [ F ] XI.
Don’t write, “I want to meet the Regional Leadership”. It is clear
if you write, “ I want to meet the Regional Commissioner ” .
[
N ] XII.
Students and teachers failed to communicate effectively due to the presence
of human sounds, construction works and factories noises.
[ P ] |
A. Edition
stage B. kinesis
C. Inquiry
for some favor D. Meeting
of debenture holders E. Informal
communication F. Editing
stage G. Emotion
as a communication barrier H. Weak
vis-à-vis strong words I. kinesics
J. Status
and fear K. premature
evaluation L. Use
of majestic and fantastic words M.Nonverbal
communication N. Abstract
vis-à-vis Concrete words O. Routine
type of inquiry P. Mechanical
communication barrier Q. Closed
mind R. Horizontal
communication S. Statutory
meeting T. Jargons
as communication barrier |
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