1. Regarding principles of written communication    
  1. T…….writing should be simple 
  2. F…….writing should be ambiguous
  3. F…….writing should be of difficult terminologies
  4. T…….writing should be grammatically correct
  5. T…….Writing should be readable
  1. Concerning elements of the process of communication         
  1. F…….message is usually non verbal for easy understanding 
  2. F…….message is usually transmitted from the receiver to source per cycle 
  3. T……message is usually interpreted by receiver 
  4. T……source is can become a receiver of message  
  5. T……feedback is necessary to ensure complete communication


  1. Formal reports                                                                     
  1. F…….Each report should have the same requirements
  2. F……front matter should be long enough
  3. F……Title page is part of report main body
  4. T……Title page shall consist list of contents
  5. T……Discussion is part of front matter


  1. What is correct factor when choosing of communication media
  1. T……. level of formality  
  2. T…….confidentiality
  3. T……..relationship with the receiver
  4. T…….receiver understanding 
  5. T…….cost


  1. Regarding report writing guidelines, which statements are true
  1. F……. Use indirect speech for all reports
  2. T……. Pay attention to the headings and paragraphs
  3. T……. Give report a clear heading
  4. T…….Write the date of which a report has written and sign it
  5. T…… The report should be clearly stated


  1. Concerning components of formal reports
  1. F….Introduction is essential feature of front matter
  2. T..... Introduction is essential feature of main body
  3. T.....Discussion is part of main body of the report
  4. F….Conclusion consists of summary of the purpose and findings only  
  5. T….Title page is essential to all technical report types


  1. Regarding patient with mental disability communication techniques the following statements are true          
  1. T……. move to a quieter, more private areas
  2. F……. always do not repeat what you say
  3. T……. ask a patient if you help giving written instruction   
  4. T……. be patient, flexible, and supportive.  
  5. T……. take time during communication so that everyone understands each other. 


  1. The following is true about formal letters  
  1. T……..writing a letter to your tutor requesting two days leave is formal  
  2. T…….. writing a cover letter to purchase medication from MSD is a formal
  3. T……..writing an application letter for certain job is formal 
  4. T.........writing recommendation for your boss to change the drug prices is formal
  5. T…….writing a follow up letter to remind what you have request is formal






                    i.                        Investigative reports  - D

                  ii.                        Informative reports  - C

                iii.                        Business reports  - A

                iv.                        Special reports  - B

                  v.                        Discussion  - E



  1. Written administrative reports
  2. Reports specific to certain organisation
  3. Written information about a certain issue/topic
  4. A report applicable to investigative purpose
  5.  Data, findings and results
  6. Summary of purpose
  7. Recommendations to the reader
  8. Glossary




                    i.                        Reference number  - C

                  ii.                         Reference statement  - D

                iii.                        Dear Sir - A

                iv.                        Complimentary close  - E

                  v.                        Writers address  - G



  1. Salutation
  2. Purchase of medicines and Medical Supplies
  3. KICCoHAS/AC/BHP/001/2017
  5. Yours faithfully
  6. Sender’s name
  7. Kigamboni City College of Health and Allied Sciences, Box 90317 Dar es salaam
  8. Dear madam




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


  1. What does empathic listening mean?                                                        

                    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


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

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


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

i.                    Results                                                                                             

ii.                  Resources                                                                                        

            iii.   Relationships                                                                                  


B: Mention four (4) principles of presentation skills  

Ø  Confidence

Ø  Think before you speak

Ø  Voice variation

Ø  Speak loudly and clearly

Ø  Organize your talk


  1. Outline five (5) important elements of communication

§  A speaker/sender/source

§  Message

§  Channel

§  Receiver/recipient

§  Feedback


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

§  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


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

§  A Sender creates a message for the receiver                              

§  A Senderuses a channel to relay the message                            

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


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

§  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




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

-          Define skill and communication skills                                                

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                                                                                        


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


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


-          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                                                                                            


  1. Describe the importance of customer care in pharmacy under the following facts                                                                                                 

-          What is customer care                                                                        

-          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                                                                                         

-          Allows self-disclosure                       

-          Enables one to make and keep relationships

-          Facilitates feedback and feed forward

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