DIPLOMA IN IT MODULE I COMMUNICATION November 2023

THE KENYA NATIONAL EXAMINATIONS COUNCIL
DIPLOMA IN SALES AND MARKETING
DIPLOMA IN HUMAN RESOURCE MANAGEMENT
DIPLOMA IN TOURISM MANAGEMENT
DIPLOMA IN TOUR GUIDING MANAGEMENT
DIPLOMA IN INFORMATION COMMUNICATION TECHNOLOGY
DIPLOMA IN PETROLEUM MANAGEMENT

MODULE I
COMMUNICATION
November 2023

INSTRUCTIONS TO CANDIDATES
This paper consists of FOURTEEN (14) questions in TWO sections: A and B.
Answer ALL the questions in this booklet provided.
Candidates must answer the questions in English.

This paper consists of 5 printed pages.
Candidates should check the question paper to ascertain that all the pages are printed as indicated and that no questions are missing.

© 2023 The Kenya National Examinations Council. Turn over

SECTION A (32 marks)

Answer ALL the questions in this section.

  1. State three factors to consider when choosing a channel of communication.
    ANSWER:

    • Nature of the message.
    • Audience characteristics.
    • Urgency of the message.
  2. List four ways in which a sender may ensure clarity when communicating orally.
    ANSWER:

    • Speaking clearly and concisely.
    • Using simple and understandable language.
    • Organizing thoughts before speaking.
    • Avoiding jargon and technical terms.
  3. State three features of an effective poster.
    ANSWER:

    • Attractive design to catch attention.
    • Clear and concise message.
    • Relevant visuals or images.
  4. State three factors a secretary should consider when preparing for a meeting.
    ANSWER:

    • Preparing an agenda in advance.
    • Ensuring the necessary materials are ready.
    • Booking and organizing the meeting venue.
  5. List three reasons for conducting exit interviews in an organization.
    ANSWER:

    • To understand reasons for employee turnover.
    • To gather feedback for improving organizational practices.
    • To maintain a positive relationship with departing employees.
  6. List three circumstances under which a report may be presented orally.
    ANSWER:

    • When immediate feedback is required.
    • When the audience is small and informal.
    • When visual aids can enhance the presentation.
  7. State three reasons why an audience should maintain eye contact with a presenter during delivery.
    ANSWER:

    • To show attentiveness.
    • To encourage engagement.
    • To provide feedback through non-verbal cues.
  8. State three ways in which a receiver should answer an official telephone call in the office.
    ANSWER:

    • Answer promptly within three rings.
    • Use a polite and professional tone.
    • State the name of the organization and your name.
  9. List three ways of encouraging upward communication in an organization.
    ANSWER:

    • Creating open-door policies.
    • Using suggestion boxes.
    • Organizing regular feedback sessions.
  10. State three reasons why information communication technology is used in communication in organizations.
    ANSWER:

    • To improve communication efficiency.
    • To facilitate instant communication over long distances.
    • To ensure the storage and retrieval of communication records.

SECTION B (68 marks)

Answer ALL the questions in this section.

  1. You work as the Sales Assistant at Mtoni Company Limited. It has been noted that the sales of a highly-consumed product dropped significantly over the last three months. You have been asked by the Chief Executive Officer to investigate the cause and write a report. Assume that you completed the investigation and write the report. (20 marks)
    ANSWER:
    (Write a report including an introduction, findings on reasons for the drop in sales, analysis, and recommendations for improvement.)
  2. Ziwa Company Limited intends to launch a new soap in a month’s time. As the Assistant Manager, write a letter to your distributors informing them about the launch. (12 marks)
    ANSWER:
    (Write a formal letter including the launch details, expected release date, and the importance of this new product.)
  3. (a) Explain four reasons for conducting job selection interviews. (8 marks)
    ANSWER:

    • To assess candidates’ suitability for the role.
    • To verify qualifications and experience.
    • To determine cultural fit within the organization.
    • To evaluate interpersonal and communication skills.

(b) Outline three types of minutes of a meeting. (6 marks)
ANSWER:

  • Action minutes.
  • Narrative minutes.
  • Decision minutes.

(c) Explain three reasons why one should be objective when communicating. (6 marks)
ANSWER:

  • To avoid bias and misinterpretation.
  • To ensure clarity of the message.
  • To maintain professionalism.
  1. Read the passage below and then answer the questions that follow.
    The Kenyan real estate market has grown steadily over the past two decades…

(a) State the meaning of each of the following words and phrases as used in the passage:
(i) Upsurge
(ii) Lucrative
(iii) Sector
(iv) Diversification
ANSWER:

  • (i) A rapid increase.
  • (ii) Highly profitable.
  • (iii) An area or part of the economy.
  • (iv) Expanding into different areas or products.

(b) In about 150 words, and according to the passage, write a summary on the various developments in the real estate sector. (10 marks)
ANSWER:
(Write a summary that includes the growth of residential properties, industrial parks, and commercial spaces, as well as the factors driving this growth, such as infrastructure improvements and increased demand.)

(c) Highlight, according to the passage, two factors that have seen the growth of the real estate sector. (6 marks)
ANSWER:

  • Infrastructure development.
  • Increased foreign investments.