DIPLOMA IN ICT MODULE 1 COMMUNICATION JULY 2023

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

MODULE 1
COMMUNICATION

JULY 2023

Time: 3 hours

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

This paper consists of 4 printed pages.
Candidates should check the question paper to ensure that all the pages are printed as indicated and that no questions are missing.
© 2023 The Kenya National Examinations Council

SECTION A (20 marks)
Answer ALL the questions in this section.

  1. State three reasons that a speaker may use to ensure finger/listeners when passing information (3 marks)
    ANSWER:
  • To ensure clear understanding.
  • To avoid miscommunication.
  • To maintain the attention of the listener.
  1. State four aspects of an organization that a candidate should be aware of when preparing for a job interview. (4 marks)
    ANSWER:
  • The company’s mission and values.
  • The structure of the company.
  • The products or services offered.
  • The key competitors.
  1. List three factors that may contribute to the lack of focus in a meeting. (3 marks)
    ANSWER:
  • Poor meeting agenda.
  • Distractions in the meeting environment.
  • Lack of participant engagement.
  1. List three factors that may lead to lack of feedback from juniors in the communication process. (3 marks)
    ANSWER:
  • Fear of repercussions from superiors.
  • Unclear communication channels.
  • Cultural or social barriers.
  1. State three functions of external communication. (3 marks)
    ANSWER:
  • Public relations and reputation management.
  • Client and customer interaction.
  • Brand and image building.
  1. List three reasons why an organization may write a circular letter to its customers. (3 marks)
    ANSWER:
  • To inform customers of new products or services.
  • To announce a change in business policy or procedures.
  • To promote special offers or discounts.
  1. List three features of non-verbal communication. (3 marks)
    ANSWER:
  • Body language.
  • Eye contact.
  • Facial expressions.
  1. State three ways of making the contents of a visual aid stand out. (3 marks)
    ANSWER:
  • Using contrasting colors.
  • Keeping the design simple and focused.
  • Incorporating relevant images or graphics.
  1. List three factors that may contribute to high speech rate of employees in an organization. (3 marks)
    ANSWER:
  • Stress or pressure from workload.
  • Lack of proper training.
  • Over-reliance on technology for communication.
  1. List three guidelines that should be followed when writing formal reports. (3 marks)
    ANSWER:
  • Use clear and concise language.
  • Follow a structured format (introduction, body, conclusion).
  • Ensure the report is free of grammatical and spelling errors.

SECTION B (80 marks)
Answer ALL the questions in this section.

  1. (a) Explain four strategies that a sender may adopt to minimize technical barriers when communicating. (8 marks)
    ANSWER:
  • Use clear and simple language.
  • Ensure the medium used is accessible and familiar to the recipient.
  • Use feedback mechanisms to confirm understanding.
  • Choose an appropriate time and place for communication.

(b) Beta Limited will be conducting its annual general meeting and 1,000 employees have been invited. Explain four challenges that may be experienced when conducting the meeting. (12 marks)
ANSWER:

  • Logistical challenges in accommodating a large number of participants.
  • Difficulty in maintaining attention and engagement throughout the meeting.
  • Technical issues with presentation tools or microphones.
  • Time management challenges with covering all agenda items.
  1. (a) Ms. Karimi prefers using oral communication to disseminate information to employees. Explain three reasons for such preference. (9 marks)
    ANSWER:
  • Oral communication allows for immediate feedback.
  • It is more personal and can help build rapport.
  • It is more efficient for conveying complex or detailed information.

(b) The employees of San Limited have been on strike for the last four days. Consequently, the firm cannot complete its projects on time. As the Office Assistant, write an apology letter to your customers. (12 marks)
ANSWER:
[This part requires a written letter of apology, which is skipped.]

  1. The management of Wazidi Game Park has noted that the number of tourists visiting the park has been declining for the last two years. As a Human Resource Administrator, develop a memo to the park manager on what action to take to improve operations. Assume you have completed three technical modules in tourism. (15 marks)
    ANSWER:
    [This part requires a written memo, which is skipped.]
  1. Read the following passage and then answer the questions that follow.

The government of Kenya has banned the importation of second-hand trucks. This is in a move to promote local vehicle assembly and create more jobs. It also aims to cut the number of old vehicles on the country’s roads in the wake of tougher harmful emissions standards.

Data from the Kenya National Bureau of Statistics shows that local motor vehicle assembly numbers have been rising. In the past two years, the country assembled 2,635 trucks, buses, and prime movers in 2021, a 14% rise from 2020. This is due in part to the local assembly plant’s ability to deliver the vehicles despite disruptions in global supply chains. The demand for light commercial vehicles is expected to increase as businesses seek to lower their operational costs. These trucks are ideal for transportation over shorter distances and can navigate the country’s rough terrains.

There are, however, logistical challenges in scaling up local assembly. Manufacturers cite the high cost of production and delays in getting spare parts. Nonetheless, the shift towards local vehicle production is key to ensuring the country meets its economic goals.

(a) State the meaning of each of the following words as used in the passage: (i) Boost (2 marks)
ANSWER: To increase or improve something. (ii) Sway (2 marks)
ANSWER: Influence or control.

(b) Highlight, according to the passage, why the demand for light commercial vehicles is expected to increase. (3 marks)
ANSWER:

  • Businesses are seeking to lower their operational costs.
  • These vehicles are suitable for navigating rough terrains.
  • They are ideal for transporting goods over shorter distances.

(c) In about 100 words, and according to the passage, write a summary on the factors that are considered before buying a commercial truck. (12 marks)
ANSWER:
[This part requires a written summary, which is skipped.]

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