Communication Skills - Revision Questions (Certificate Level, Kenya)

Section A: Fundamentals of Communication (20 Marks)

1. Basic Concepts

Question: Define the term “communication” and explain the THREE main types of communication with examples. (10 marks)

Model Answer: 1. Definition:
Communication is the process of exchanging information, ideas, or feelings between individuals through a common system of symbols, signs, or behavior. (2 marks)

  1. Types:
    • Verbal: Using spoken words (e.g., face-to-face conversations) (2 marks)
    • Non-verbal: Without words (e.g., gestures, facial expressions) (3 marks)
    • Written: Through text (e.g., emails, reports) (3 marks)

2. Communication Process

Question: Draw and label the communication process model, then briefly explain TWO potential barriers at each stage. (10 marks)

Model Answer:

\(Sender → Encoding → Message → Channel → Decoding → Receiver\) \(↑Feedback↑\)

Barriers:
- Sender: Poor language skills, lack of clarity (2 marks)
- Channel: Network issues, inappropriate medium choice (3 marks)
- Receiver: Distractions, language differences (3 marks)
- Feedback: Delayed response, misinterpretation (2 marks)

Section B: Professional Communication (30 Marks)

3. Business Writing

Question: Identify FIVE essential elements of a formal business letter and draft a sample letter requesting internship opportunities. (15 marks)

Model Answer:
Elements:
1. Sender’s address
2. Date
3. Recipient’s address
4. Salutation
5. Body (3 marks each)

Sample Letter:
[Your Address]
[Date]
[Company HR]
Dear Sir/Madam,
I am writing to… (6 marks)

4. Meeting Skills

Question: Explain the purpose of meeting minutes and list the SIX key components they should contain. (15 marks)

Model Answer:
Purpose: Official record of discussions/decisions (3 marks)
Components:
1. Meeting title/date
2. Attendees
3. Agenda items
4. Decisions made
5. Action points
6. Next meeting date (2 marks each)

Section C: Digital Communication (25 Marks)

5. Email Etiquette

Question: Outline SEVEN rules of professional email communication with examples of poor practices to avoid. (15 marks)

Model Answer:
1. Clear subject line (e.g., Avoid: “Hello”)
2. Professional greeting (e.g., Not: “Hey dude”)
3. Concise body (e.g., Avoid long paragraphs)
4. Proper formatting
5. Appropriate signature
6. Timely response
7. Proofreading (2 marks each, 1 for rule + 1 for example)

6. Social Media

Question: Discuss THREE advantages and THREE risks of using social media for business communication in Kenya. (10 marks)

Model Answer:
Advantages:
- Wider reach (e.g., Facebook ads)
- Cost-effective
- Customer engagement (2 marks each)

Risks:
- Negative publicity
- Security breaches
- Time wastage (1.5 marks each)

Section D: Practical Scenarios (25 Marks)

7. Conflict Resolution

Case Study:
“Two employees at a Nairobi supermarket are arguing loudly near customers about shift allocations.”

Tasks:
a) Identify THREE inappropriate behaviors in this scenario (6 marks)
b) Propose FOUR steps to resolve the conflict professionally (12 marks)
c) Suggest ONE preventive measure for future conflicts (7 marks)

Model Answer:
a) Behaviors:
- Public argument
- Disrupting customers
- Unprofessional tone (2 marks each)

  1. Resolution Steps:
    1. Separate the employees
    2. Private mediation
    3. Active listening
    4. Written shift policy (3 marks each)
  2. Prevention:
    • Regular staff communication forums (7 marks)

Section E: Oral Communication (20 Marks)

8. Public Speaking

Question: Explain FIVE techniques to manage stage fright when giving presentations. (10 marks)

Model Answer:
1. Practice repeatedly
2. Arrive early to familiarize
3. Deep breathing exercises
4. Focus on friendly faces
5. Start with a story (2 marks each)

9. Telephone Etiquette

Question: List FIVE do’s and FIVE don’ts for professional phone calls in a customer service setting. (10 marks)

Model Answer:
Do’s:
- Identify yourself
- Speak clearly
- Listen actively
- Take notes
- End politely (1 mark each)

Don’ts:
- Eat while talking
- Use slang
- Interrupt
- Transfer calls improperly
- Leave long silences (1 mark each)

Communication Skills - Core Concepts Revision (Certificate Level, Kenya)

1. Elements of Communication (20 Marks)

Question 1:

“Identify and explain FIVE essential elements of the communication process using a practical example in a Kenyan workplace.” (10 marks)

Model Answer: 1. Sender: The person initiating communication (e.g., manager announcing a meeting)
2. Message: Content being conveyed (e.g., meeting agenda)
3. Channel: Medium used (e.g., email notice)
4. Receiver: Target audience (e.g., department staff)
5. Feedback: Response to the message (e.g., staff confirmation emails)
(2 marks per element with example)

Question 2:

“Draw a labeled diagram showing how noise can disrupt communication between a teacher and students in a Nairobi classroom.” (10 marks)

Expected Elements: - Physical noise (construction outside)
- Psychological noise (student stress)
- Semantic noise (complex vocabulary)
(Diagram: 4 marks, Labels: 3 marks, Explanation: 3 marks)

2. Types of Communication (25 Marks)

Question 3:

“Compare verbal and non-verbal communication using THREE advantages of each in Kenyan customer service settings.” (15 marks)

Model Answer: Verbal Advantages:
1. Precise information (e.g., call center instructions)
2. Immediate feedback (e.g., bank teller interactions)
3. Recordable (e.g., M-Pesa transaction confirmations)
(3 marks per point)

Non-Verbal Advantages:
1. Cultural inclusivity (e.g., gestures with diverse clients)
2. Emotional expression (e.g., smiling at supermarket customers)
3. Space efficiency (e.g., traffic police hand signals)
(2 marks per point)

Question 4:

“Demonstrate how written communication would be more effective than oral communication when:
a) Announcing staff promotions in a hospital
b) Warning an employee about absenteeism” (10 marks)

Key Points:
a) Written: Prevents rumors, creates official record (5 marks)
b) Written: Documents evidence for HR, ensures clarity (5 marks)

3. Communication Objectives (15 Marks)

Question 5:

“Classify the following communication objectives as either informative, persuasive, or entertaining:
1. Safaricom’s ‘Twaweza’ campaign
2. KFC’s comedy ads
3. KNBS population census announcements
4. A pastor’s sermon
5. Classroom lecture on HIV prevention” (5 marks)

Answers:
1. Persuasive
2. Entertaining
3. Informative
4. Persuasive
5. Informative
(1 mark each)

Question 6:

“Explain why a county government would use multiple communication objectives during a public health campaign.” (10 marks)

Model Answer:
- Inform: Share facts (disease symptoms)
- Persuade: Encourage vaccinations
- Entertain: Memorable jingles for youth engagement
(4 marks for explanation + 3 marks for examples + 3 marks for linkage)

4. Communication Cycle (20 Marks)

Question 7:

“Using the communication cycle, analyze how feedback from farmers could improve agricultural radio programs in Kenya.” (10 marks)

Stages:
1. Presenter (sender) broadcasts tips
2. Farmers (receivers) call/text questions
3. Program adjusts content based on feedback
(3 marks per stage + 1 mark for flow)

Question 8:

“Describe THREE consequences of breaking the communication cycle during police witness interviews.” (10 marks)

Model Answer:
1. No feedback: Incomplete statements (3 marks)
2. Channel failure: Misheard testimony (4 marks)
3. Noise interference: Distracted witnesses (3 marks)

5. Qualities of Effective Communication (20 Marks)

Question 9:

“Evaluate how clarity, conciseness, and cultural sensitivity would impact communication at a Maasai Mara tourism camp.” (15 marks)

Model Answer:
- Clarity: Simple multilingual signs for safety (5 marks)
- Conciseness: Brief wildlife briefings for tourists (5 marks)
- Cultural Sensitivity: Avoiding offensive gestures (5 marks)

Question 10:

“List FIVE indicators of poor communication quality in a university’s student portal announcements.” (5 marks)

Answers:
1. Spelling errors
2. Outdated information
3. Complex jargon
4. No contact for queries
5. Buried important details
(1 mark each)

6. Barriers to Communication (30 Marks)

Question 11:

“Categorize these barriers as physical, psychological, or semantic:
1. County office power outage
2. Mathare resident distrusting officials
3. Medical pamphlet using Latin terms
4. Loud quarry near school
5. Engineer using technical slang with farmers” (10 marks)

Answers:
1. Physical
2. Psychological
3. Semantic
4. Physical
5. Semantic
(2 marks each)

Question 12:

“Propose solutions for these Kenyan workplace scenarios:
a) Factory workers ignoring safety memos in English
b) Colleagues missing deadlines due to unclear instructions” (20 marks)

Model Answer:
a) Solutions:
- Translate to Swahili/Sheng (4 marks)
- Use pictogram posters (3 marks)
- Oral demonstrations (3 marks)

  1. Solutions:
    • SMART goal setting (4 marks)
    • Written confirmation of tasks (3 marks)
    • Feedback loops (3 marks)