Past Papers | Communications Skills And Counselling | Cmt Nta 4 | Clinical Medicine First Year

Past Papers | Communications Skills And Counselling | Cmt Nta 4 | Clinical Medicine First Year Past Paper

 1. When writing a formal letter, writers’ address                                      (1 )

A. A personal address not necessarily to include postal address

B. A personal address shall not include street or location

C. A personal address shall include postal address and or street/location

D. A personal address shall be located at the left hand side of the letter

E. A company address not necessarily to include company name

 

2. When writing a formal letter, the following is correct date writing    (1 )

A. June 2017

B. June, 17  

C. 20th June, 17

D. 20th June, 2017

E. 20th Jun, 2017

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3. The following is a essential in providing reference to the recipient when writing formal letter                                                                                 (1 )

A. Writers’ address  

B. Date for which letter is written

C. Receivers address

D. Dear sir or madam

E. Reference number  

 

4. When writing a formal letter, receivers address shall be located at    (1 )

A. Left upper part of the letter just below reference number

B. Left upper part of the letter just above reference number

C. Left below part of the letter just after letter main body  

D. Left below part of the main body of the letter just after signature  

E. Left upper part of the main body of the letter just after salutation  

 

5. The following is the typical salutation when you write a formal letter for the first time to unknown person                                                      (1 )

A. Dear John

B.  Dear Abdul Rashid

C. Dear sir

D. Dear sir/madam

E. Dear madam   

 

 

6. Theme of the letter with short, clear and written in capital letter       (1 )

A. Body of the letter

B. Reference statement

C. Reference number

D. Salutation

E. Complementary close

 

 

7. A complementary close is determined by                                               (1 )

A. Salutation

B. Reference statement

C. Signature  

D. Senders name

E. Body of the letter

 

8. Cc as component of formal letter stands for                                          (1 )

A. Copy to

B. Photocopy  

C. Complimentary copy

D. Copy to chief secretary  

E. Copy to College principal  

 

9. Senders name                                                                                             (1 )

A. Located upper left part of the letter

B. Located upper right part of the letter

C. Located upper left part just below reference number  

D. Your title or position is optional

E. Your title or position is a must

 

10. When writing a formal letter                                                                   (1 )

A. Date should go under the senders address

B. Date should go under the receivers address

C. Date should go under the salutation part

D. Date should go under the reference number

E. Date should go under the reference statement

 

 

SECTION B: MULTIPLE TRUE/FALSE QUESTIONS – 20

 

· This section consists of 8 questions each with 5 multiple True/False statement

· Each question carries 2.5 , (i.e. each multiple True/False carries 0.5 )

· Write TRUE for true statement and FALSE for false statement in capital letters in answer booklet provided

 

 

 

1. Regarding principles of written communication                               (2.5 )

A. T…….writing should be simple  

B. F…….writing should be ambiguous

C. F…….writing should be of difficult terminologies

D. T…….writing should be grammatically correct

E. T…….Writing should be readable

 

 

2. Concerning elements of the process of communication                    (2.5 )

A. F…….message is usually non verbal for easy understanding  

B. F…….message is usually transmitted from the receiver to source per cycle  

C. T……message is usually interpreted by receiver  

D. T……source is can become a receiver of message   

E. T……feedback is necessary to ensure complete communication

 

3. Formal reports                                                                                      (2.5 )

A. F…….Each report should have the same requirements

B. F……front matter should be long enough

C. F……Title page is part of report main body

D. T……Title page shall consist list of contents

E. T……Discussion is part of front matter

 

4. What is correct factor when choosing of communication media     (2.5 )

A. T……. level of formality   

B. T…….confidentiality

C. T……..relationship with the receiver

D. T…….receiver understanding  

E. T…….cost

 

5. Regarding report writing guidelines, which statements are true    (2.5 )

A. F……. Use indirect speech for all reports

B. T……. Pay attention to the headings and paragraphs

C. T……. Give report a clear heading

D. T…….Write the date of which a report has written and sign it

E. T…… The report should be clearly stated

 

6. Concerning components of formal reports                                       (2.5 )

A. F….Introduction is essential feature of front matter

B. T..... Introduction is essential feature of main body

C. T.....Discussion is part of main body of the report

D. F….Conclusion consists of summary of the purpose and findings only   

E. T….Title page is essential to all technical report types

 

 

7. Regarding patient with mental disability communication techniques the following statements are true                                                              (2.5 )

A. T……. move to a quieter, more private areas

B. F……. always do not repeat what you say

C. T……. ask a patient if you help giving written instruction    

D. T……. be patient, flexible, and supportive.  

E. T……. take time during communication so that everyone understands each other.  

 

8. The following is true about formal letters                                          (2.5 )

A. T……..writing a letter to your tutor requesting two days leave is formal  

B. T…….. writing a cover letter to purchase medication from MSD is a formal

C. T……..writing an application letter for certain job is formal  

D. T.........writing recommendation for your boss to change the drug prices is formal

E. T…….writing a follow up letter to remind what you have request is formal

 

 

SECTION C: MATCHING ITEMS QUESTIONS – 10

 

· This section consists of 2 sets of questions each with 5 matching items

· Each question carries 5 , (i.e. each matching item carries 1 )

· Match corresponding capital letter from item B to that of item A in answer booklet provided

 

1. Match the following items A with that provided in item B Regarding technical reports  

 

ITEM A

 

i. Investigative reports  - D

ii. Informative reports  - C

iii. Business reports  - A

iv. Special reports  - B

v. Discussion  - E

 

 

 

 

ITEM B

A. Written administrative reports

B. Reports specific to certain organisation

C. Written information about a certain issue/topic

D. A report applicable to investigative purpose

E.  Data, findings and results

F. Summary of purpose

G. Recommendations to the reader

H. Glossary

 

2. Match the following items A with that provided in item B Concerning formal letter

 

ITEM A

 

i. Reference number  - C

ii.  Reference statement  - D

iii. Dear Sir - A

iv. Complimentary close  - E

v. Writers address  - G

 

ITEM B

A. Salutation

B. Purchase of medicines and Medical Supplies

C. KICCoHAS/AC/BHP/001/2017

D. PURCHASE OF MEDICINES AND MEDICAL SUPPLIES

E. Yours faithfully

F. Sender’s name

G. Kigamboni City College of Health and Allied Sciences, Box 90317 Dar es salaam

H. Dear madam

 

· This section consists of 8 short answer questions

· Each question carries 5 , (i.e. as indicated)

· Briefly write the correct correspondence in the answer booklet provided

· Each question should be responded in a separate page of booklet provided

 

1. Mention five (5) good oral communication skills when communicating with a patient in pharmacy                                                                                    (5 )

(1 @point, choose 5 correct response)

 

§ Speak clearly; provide to-the-point instructions

§ Maintain eye contact

§ Explain procedures clearly

§ Exhibit confidence

§ Answer questions completely but if you do not know, say so and state where you will find out and get back to them

 

 

 

2. What does empathic listening mean?                                                         (5 )

(1 @point, choose 5 correct response)

 

i. Listen for facts

ii. Let them complete sentences without interruption

iii. Restate what you think they said

iv. Listen for feelings

v. Listen with non-verbal like nodding, leaning forward

vi. Listen for non-verbal – what is not said

 

3. With one example enumerate five (5) types of communication media      (5 )

(0.5 @point type & 0.5@example, choose 5 correct response)

 

Written medium: for example books, articles, letters, newspapers, memos, reports, email, notes, short text messages and social media

 

Visual medium: for examples; use of diagrams, symbols, posters, pictures, billboards, projected images and sign languages 

 

Oral medium: for examples; Telephone calls, face to face conversation, radio broadcast, group discussion and speeches 

 

Audio medium: for example the use of radio 

 

Audio-visual medium: for examples; Television, teleconferencing and films 

 

4. A: List three (3) factors influencing customer care

i. Results                                                                                              (1 )

ii. Resources                                                                                         (1 )

            iii.   Relationships                                                                                   (1 )

 

B: Mention four (4) principles of presentation skills                                       (2 )

(0.5marks@point, choose any 4 correct response)

Ø Confidence

Ø Think before you speak

Ø Voice variation

Ø Speak loudly and clearly

Ø Organize your talk

 

5. Outline five (5) important elements of communication                             (5 )

(1 @point, choose 5

§ A speaker/sender/source

§ Message

§ Channel

§ Receiver/recipient

§ Feedback

 

6. Mention five (5) techniques used for communicating patients/clients with mental disabilities                                                                                             (5 )

(1 @point, choose 5 correct response)

§ Move from a public area with lots of distractions to a quieter, more private area

§ Be prepared to repeat what you say, orally or in writing

§ Ask the patient if you can help filling out forms or giving written instructions

§ Be patient, flexibe and supportive

§ Take time during communication so that everyone understands each other

 

7.   In orderly manner, how communication flows from sender to receiver                    (5 )

§ A Sender creates a message for the receiver                               (2 )

§ A Sender uses a channel to relay the message                            (2 )

§ The Receiver and the Sender use Feedback to ask for more information get answers and find out whether the message is understood         (1 )

 

8. Mention five (5) skills and techniques that influence customer satisfaction in the pharmacy practice                                                                                       (5 )

(1 @point, choose 5 correct response)

   

§ Make your customers feel important and appreciated

§ Remain calm in the most demanding situations

§ Transform complaints into valuable customer feedback

§ Become a master in the art of listening

§ Be successful with the most difficult people

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

SECTION E: GUIDED ESSAY ANSWER QUESTIONS – 20

 

· This section consists of 2 guided answer questions

· Each question carries 10

· Write an essay in narrative way by corresponding correctly in the answer booklet provided

· Each question should be responded in a separate page of booklet provided

 

 

1. Describe different kinds of communication Skills under the following headings                                                                                                  (10 )

Define skill and communication skills                                                 (2 )

Skill:  It is learned ability to perform an action. 

Communication Skill: It is the ability to convey information to another person effectively and efficiently 

 

Listening skill: It is the ability to hear and understand the messages that others are communicating. These messages are transmitted verbally or non-verbally                                                                                        (2 )

 

Reading skill: These are skills that enable the reader in interpreting and deriving meaning from written or printed text                               (2 )

 

Writing skill: It is a process in which mental concepts and ideas are presented through readable forms                                                   (2 )

 

Non-verbal skill: Non-verbal is communication through body language for example eye contact, facial expression, hand gestures and head nod. It often takes on more meaning in interpersonal and/or emotional exchanges                                                                                            (2 )

 

2. Describe the importance of customer care in pharmacy under the following facts                                                                                                 (10 )

What is customer care                                                                         (2 )

Customer care involves putting systems in place to maximize your customers' satisfaction with your service.

It should be a prime consideration for every service or business - your daily functioning and performance at the pharmacy depends on keeping your customers happy. So don't neglect the importance of customer care in all areas of your pharmacy service or business.

Builds trust                                                                                            (2 )

Allows self-disclosure                                                                          (2 )

Enables one to make and keep relationships                                        (2 )

Facilitates feedback and feed forward                                                  (2 )

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