COMMUNICATION SKILLS | POSSIBLE QUESTIONS | DOWNLOAD

SHORT ANSWER QUESTIONS

1. Communication is necessary to;

a) Share knowledge and experiences

b) Build relationships

c) Motivate

d) Inform

e) Teach

f) Persuade

g) Entertain

h) Inspire

i) Giving or receive direction

2. Mention five non-verbal cues.

a) Gestures (smiling, leaning forward, nodding)

b) The way we stand

c) The way we sit

d) Facial expressions

e) Silence

f) Eye contact

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3. Mention five advantages of written medium of communication.

a) It provides a permanent record of information

b) It is widely accessed compared to other media

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

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

4. Mention five disadvantages of audio visual medium of communication.

a) Limited chances for clarification and feedback

b) Risks of communication breakdown

c) Expensive

d) Not everyone has a television set

e) Programmes not always on at convenient times

5. Define the following terms.

i. Verbal communication: through spoken words

ii. Non-verbal communication: through gestures

iii. Communication;

a) Process in which message is conceived, organised, transmitted, received and responded to. OR

b) Process of exchanging information, thoughts, feelings , idea, instructions or knowledge

iv. Effective communication

a) Process in which message is effectively conceived, organised, transmitted, received and responded to

v. Intrapersonal communication

a) Occurs within an individual

b) Involves thoughts, feelings, and the way a person looks at himself/herself

c) Sender and receiver are the same person

6. List at least two examples in each of the types of media of communication

a) Written medium: Involve transmitting a message in a written form, for examples; Books, articles, letters, newspapers, memos, reports, email, notes, short text messages and social media

b) Visual medium: Relies on the eye for impression and information, for examples; use of diagrams, symbols, posters, pictures, billboards, projected images and sign languages

c) Oral medium: Message is passed by words of mouth, for examples; Telephone calls, face to face conversation, radio broadcast, group discussion and speeches

d) Audio medium: This involves electronic media employing sound signals, for example the use of radio

e) Audio-visual medium: This involves electronic media employing a combination of sight and sound signals (Audience can see and hear), for examples; Television, teleconferencing and films

7. Write down five principles of active learning

i. Pay attention – force yourself to pay attention, focus on the speaker, don’t destruct, let them to know they are being head

ii. Use body language - direct eye contact, face the person, adopt an open body posture

iii. Use listening responses – “yes”, “uh huh

iv. Listening the whole message

8. Differentiate between written medium and oral medium of communication (5 differences)

Wrriten oral

1. Message transmitted in written form (1) Message is passed by the word of mouth

2. Record permanent information (2). No immediate permanent information

3. Costly (3)cheap

4. No quick feedback (4)There is quick feedback

5. Not easy to promote friendship (5). Easy to promote friendship

GUIDED ESSAY QUESTIONS

1. Briefly explain the factors to be considered when choosing a medium of communication.

The following are factors to be considered when choosing medium of communication:

Reliability

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

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

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

Level of Formality

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

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

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

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

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

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

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.

2. Explain on the importance of communication?

Importance of Communication

Management

· Helps in building effective relationship within an organization. Without timely communication of accurate information, management cannot effectively conduct its function of organizing, directing, controlling and coordinating the activities of organization

· Helps in relationship outside organization in order to maintain its external relationships

Office

It helps office to receive, record and process information
It helps to communicate the processed information to the management so as to make timely decision
It helps the office to communicate the management decision to different levels of staff and outsiders