COMMUNICATION SKILLS | PAST PAPERS | PHARMACY PST LEVEL 4

 COMMUNICATION SKILLS | PAST PAPERS | PHARMACY PST LEVEL 4

  1. A memo is                                                                                                   (1 )
  1. Information about a meeting
  2. A short note used within a business
  3. A list of topics that will be discussed at the meeting
  4. A summary of business
  5. Formal letter within a business

 

  1. A notice is                                                                                                   (1 )
  1. Information about a meeting
  2. A short note used within a business
  3. A list of topics that will be discussed at the meeting
  4. A summary of business
  5. A formal agenda within a business meeting

 

  1. An agenda is                                                                                              (1 )

A.    Information about a meeting 

  1. A short note used within a business
  2. A list of topics that will be discussed at the meeting
  3. A summary of business
  4. A summary of challenges in a meeting

 

  1. Two main forms of communication are:-                                               (1 )

A.    Internal and external

B.     Interpersonal and extra personal 

C.     Visual and touch

D.    Verbal and non verbal

E.     Visual and verbal

 

  1. Types of non verbal communication includes                                        (1 )
  1. Kinesics and laughing
  2. Haptics and laughing 
  3. Silence and telephoning
  4.  Touch and sign
  5. Talking and singing

 


  1. Personal appearance adornment                                                             (1 )
  1. Is not indicator of our professional
  2. Shows your nature, interest and your taste
  3. Is not a point of our religious
  4. Is not a part of kinesics
  5. Is a part kinesics

 

  1. You reached in a party on time and shows that you are punctual       (1 )
  1. This indicate you are chronemics
  2. This is a sign of poor communication
  3. This is a sign of paralanguage
  4. This indicate that you are obeying the law and order of party
  5. This is a sign of afraid

 

  1. Silence during communication can indicate                                           (1 )
  1. Hostility 
  2. Disagreement
  3. Respect
  4. Power
  5. A, B, C above are correct

 

  1. Five types of communication include the following                              (1 )
  1. Oral, written, visual, verbal and non verbal communication
  2. Verbal, non verbal, visual, haptics and kinesics communication
  3. Inter, extra, intra, mass and group communication
  4. Kinesics, haptics, chronemics, artifacts and proxemics communication
  5. Inter, extra, written, oral and mass communication

 

  1. The following is example of kinesics except                                            (1 )
  1. Facial expression 
  2. Gestures
  3. Data
  4. Shape of body
  5. Shaking

 


  • 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 communication                                                                   (2.5 )
  1. …T…. Is a two way phase, transmission and feedback phase
  2. …F…. The communication process is a one way phase
  3. …F….message encoding is from the receiver
  4. …F….message decoding is from the source
  5. …T….Feedback phase is from the receiver

 

Communication cycle                                                                           (2.5 )

  1. …T….involves source, encoding, channel, decoding, receiver and feedback phase
  2. …F…. Involves source and receiver only
  3. …F…involves source and channel only  
  4. …F…. Involves massage encoding and decoding only
  5. …T…. Involves two way phases

 

  1. Vocalics                                                                                                  (2.5 )
  1. …T…. Is also known as paralanguage
  2. …T…. Through expression we can understand ones mood
  3. …T…. Through expression we can understand ones situation
  4. …F…..Nasality is not its attribute
  5. …F….Is attribute of speaking but does not include pitch and tone

 

  1. Silence as type of non verbal communication                                    (2.5 )
  1. …T…. Allowing silence in a conversation puts pressure on the other person
  2. …T…. Can be intentional rudeness
  3. …T…..Can be creation of a listening space
  4. …T…. Can be an indication of empathy.
  5. …T…. Can indicate profoundness such as horror

 

  1. Signs                                                                                                       (2.5 )
  1. …T…. Is not type of verbal communication
  2. …F…. Is not type of non verbal communication
  3. …F…. Can involve paralanguage
  4. …T…. Can also used together with other types of non verbal communication
  5. …F… Can be applied to those persons with disabilities only

 

  1. Visual communication                                                                          (2.5 )
  1. …T… important to young children patients
  2. ....F....applicable to countries with high technologies only
  3. ....T...Shows trends and comparisons
  4. …T…Some people may not understand
  5. …T…Takes time to prepare

 

  1. Witten communication:-                                                                      (2.5 )
  1. …T…. Record is kept
  2. …F…. Instant feedback is achieved
  3. …F…. Have to remember everything
  4. …F…. Always Confidential  
  5. …F…. Is only effective means of communication to patients during couselling

 

  1. Profile of a channel in communication                                               (2.5 )
  1. …T….. technology, discretion, timeliness 
  2. …F….. appropriate title, concise and precise
  3. …F….. Appropriate target, start and end positive
  4. …F…. Listening, hearing, reading and understanding
  5. …F…Articulate, knowledgeable, confident and creative

 

  1. Match the following items A with that provided in item B concerning elements of communication

 

ITEM A

 

I.                    Receiver – E

II.                  Sender – D

III.              Channel – C

IV.              Message – B

V.                Feedback loop - A

 

ITEM B

  1. Phase a message is back to a sender
  2. Appropriate for a target profile
  3. Media through which message is sent
  4. Encodes the message  
  5. Decodes the message
  6. Written medium
  7. Audio medium

 

  1. Match the following items A with that provided in item B regarding communication

 

ITEM A

 

I.                    Data – A

II.                 Information – B

III.              Richness – C

IV.              Communicator – D  

V.                Language – E

 

 

 

 

ITEM B

  1. Un interpreted and unanalyzed facts
  2. Data that have been interpreted, analyzed, & and have meaning to some user
  3. The ability of a medium or channel to elicit or evoke meaning in the receiver
  4. The person originating the message
  5. The words, their pronunciation, and the methods of combining them used & understood by a group of people
  6.  Involves electronic media employing sound signals, for example the use of radio
  7. Message is passed by words of mouth, for examples; Telephone calls
  8. Relies on the eye for impression and information

 

 

SECTION D: SHORT ANSWER QUESTIONS – 40

 

  • 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 in the booklet provided

 

  1. Define the following terms

i.  interpersonal communication                                                            (1 )

communication between two or more people in an organization

 

ii. Perceptual Screen                                                                                 (1 )

a window through which we interact with people that influences the quality, accuracy, and clarity of the communication

iii. verbal communication                                                                            (1 )

is a form of communication in which the message is transmitted verbally, communication is done by word and mouth.

iv. non verbal communication                                                                      (1 )

is a form of written signs or symbols that can be printed or handwritten for communication. Message in written communication is influenced by the vocabulary, grammar used, writing style, precision and clarity of language used.

v. paralanguage                                                                                            (1 )

attributes of speaking which include pitch, tone, the volume, tempo, rhythm, articulation, resonance, nasality and even accent of speaker.

 

 

  1. Write an example of a memo                                                                      (5 )

Definition: A short note used within a business.

(each point 1 , choose the first 5 points)

Example of a Memo

To: Mr. Kayanda

From: PST Class representative.

Date: 29/05/2017

Subject: Recycling paper.

Message: Please place used paper in recycle bins.

Signed:  Ashura Rashid.

 

 

 

  1. Draw conceptual background of elements of communication process      (5 )

(each labeled point 1 , choose any 4,  drawing alone 1 )


  1. List three (3) advantages and two (2) disadvantages of visual communication                   (5 )

(each point carries 1 , choose any 3 advantages, and any 2 disadvantages)

3 - Advantages

  Using charts, graphs, videos and television to give a messages internally & externally.

  Easy to understand

  Shows trends and comparisons

 

2 – Disadvantages

  Some people may not understand

  Takes time to prepare

 

 


  1.    Identify five (5) of profiles of the effective messenger                           (5 )

(each point carries 1 , choose any 5 points)

·         ARTICULATE

·         KNOWLEDGEABLE

·         CONFIDENT

·         FLEXIBLE

·         CREATIVE

·         AWARE/ADAPTABLE

·         PROTOCOL-SENSITIVE

 

  1. Mention  

i. two (2) interpretation of facial expression                                              (2 )

(each point carries 1 , choose any 2 points)

facial expression can show, sadness, happiness, anger, fear, pain, bitter

 

ii.three (3) forms/means of communication                                               (3 )

(each point carries 1 )

oral/verbal, non verbal/written and visual communication

 

  1. Outline five (5) types of communication                                                            (5 )

(each point carries  1)

i.                    inter personal communication

ii.                  intra personal communication

iii.                extra personal communication

iv.                 group communication

v.                   mass communication

 

  1. Enumerate five (5) importance of communication                                   (5 )

(each point carries 1 , choose any 5 points)

·         Express thoughts, ideas and feelings

·         Creating awareness

·         To fulfill a goal

·         Avoid isolated

·         Highlight issues

·         Progress and development

·         Educating the masses

 

 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 in the booklet provided

 

 

  1. Describe factors influencing choice of communication media under the following headings                                                                                 (10 )

Reliability (1 , correctly responded as below)

Effective communication is that which links the sender and the audience well.

One should consider the channel chosen is reliable.

For example it is pointless to send a message that will not be delivered to the intended recipient.

 

Receiver (1 , correctly responded as below)

The choice of media of communication should be appropriate to the receiver.

For example, understanding the capacity and interest of audience, literacy level,

      Other consideration can include gender, social status, cultural background, etc.

 

Relationship with the receiver (1 , correctly responded as below)

Consider whether the receiver is senior or junior or both of the same rank.

 

Level of Formality (1 , correctly responded as below)

Some kinds of communication are more formal than others and demand a more formal way of sending than others

For example; Orders and requests must be sent using formal letters and not oral or visual communication

 

Confidentiality (1 , correctly responded as below)

Some messages are confidential and should be read or heard only by intended recipients.

For example; the results of the medical test on HIV/AIDS are meant for patient only, unless he decides to release them to other people.There are other information that has to be kept confidential. When one aims at secrecy, letter will achieve the aim. In other communication systems, secrecy may leak out to unwanted persons.

 

Cost (1 , correctly responded as below)

Some media of communication are more expensive than others

For example; a short local telephone call is cheaper than a letter in terms of typing and stationary used and postage. Therefore before adopting any system, the expenses in different means may also be considered. The material cost (stationery) and labour cost in preparing the letter, making a phone call, writing e-mail or using television programmes should be considered.

 

Speed (1 , correctly responded as below)

The urgency of the message is also considered during choosing the medium of communication.

Oral communication can be faster compared to writing a letter.One must speed up the transmission of message on the basis of importance and urgency of transaction.  If the party is available in the transacted place, oral communication is enough. If the party is not around that place, telephonic message is good. If the matter is not urgent, a mere letter will be sufficient.

 

Accuracy (1 , correctly responded as below)

If the accuracy of the message is the prime motive, written media will serve the purpose for example using emails or letter. Telephonic conversation might be misheard by the other party. Therefore, the communication medium which is selected should ensure accuracy in the transmission of messages.

 

Record (1 , correctly responded as below)

Record of the message is essential and is possible only if it is in writing. For this purpose, duplicate copies of the letters can be preserved and they are good proof against disputes, relating to the information, in future. There is no record for oral communication.

 

Distance (1 , correctly responded as below)

Distance between the persons who are parties to communication is an important factor. If distance is too short, face to face communication is suitable. If there is distance, message can be transmitted through phone or telegram or letter.

  

  1. Describe three advantages and two disadvantages of the following type of media based on the following facts                                                      (10 )

Written medium (5 , 1 @point, described as per below)

Advantages: (3 )

·         It provides a permanent record of information

·         It is widely accessed compared to other media

·         Facilitates organisational performance by standardisation of standards, formalisation of appointments and delegation of duties

·         It binds legally-whatever is agreed in on, put in writing and signed becomes a formal commitment supported by the Laws

 

Disadvantages: (2 )

·         Costly in terms of time, energy, material and logistics

·         Quick clarification is not available (feedback)

·         Requires skills and competence in the use of language and vocabulary

 

 

Oral medium (5 , 1 @point, described as per below)

 

Advantages: (3 )

·         Provides high level of understanding and transparency

·         Flexible- adjustments and changes can be done during presentation

·         Feedback can be given immediately

·         It is cheap

·         It is a common medium used in conflict resolution

·         It promote friendly relation

·         Better medium for transmitting private and confidential information

 

Disadvantages: (2 )

·         Has no immediate permanent records,

·         It rely only on oral communication which may not be sufficient in business settings

·         It is less authentic than written medium

Post a Comment

0 Comments