The Kenya National Examinations Council
Craft Certificate in Sales and Marketing
Craft Certificate in Supply Chain Management
Craft Certificate in Business Management
Craft Certificate in Cooperative Management
Craft Certificate in Road Transport Management
Craft Certificate in Tour Guiding and Travel Operations
Craft Certificate in Information Communication Technology
Craft Certificate in Project Management
Craft Certificate in Investment Management
Craft Certificate in Maritime Transport Logistics
Craft Certificate in Human Resource Management
MODULAR COURSES
COMMUNICATION
3 Hours
INSTRUCTIONS TO CANDIDATES:
This paper has TWO SECTIONS, A and B.
Answer all questions in both sections.
Candidates should answer the questions in English.
SECTION A (32 marks)
Answer ALL the questions in this section.
State four ways in which the sender of a message can be a barrier to effective oral communication.
Inappropriate language or jargon
Poor tone or voice modulation
Lack of clarity or vague message
Inability to understand the audience
List three disadvantages of formal communication in an organization.
Slower decision-making process
Increased bureaucracy
Can discourage creativity and spontaneity
Give three characteristics of two-way oral communication.
Immediate feedback
Involves both listening and speaking
Interactive and engages both parties
List three benefits of practicing ethical etiquette in an organization.
Builds a professional environment
Enhances teamwork and cooperation
Increases trust and transparency
State three advantages of using a questionnaire as a tool for collecting report writing.
Cost-effective for large populations
Data can be quantified easily
Can gather information from different regions simultaneously
State four reasons for holding meetings in an organization.
To discuss performance or progress
To make collective decisions
To communicate important information
To solve problems or resolve conflicts
State three circumstances under which an employee may be required to use a microphone in an organization.
During large conferences or seminars
While addressing a large audience
When in noisy environments or open spaces
List three activities that a public relations officer may carry out to improve the image of an organization.
Organizing press conferences
Managing social media accounts
Handling media inquiries or issuing press releases
List three visual aids that may be used during a presentation.
Slides (PowerPoint)
Flip charts
Whiteboard
SECTION B (38 marks)
Answer ALL the questions in this section.
Explain five types of information that should be included in a curriculum vitae.
Personal details (name, contact information)
Educational background
Work experience
Skills and competencies
References
Explain four activities that a secretary should carry out before a meeting is held to ensure that it is successful.
Preparing the agenda
Arranging meeting logistics (venue, time, and equipment)
Sending out invitations or notices
Ensuring all documents are ready and distributed to participants
You work at Tuko College as the Communications Assistant. It has been noticed that some students plagiarize their work in their reports. The Principal has asked you to investigate this issue and write a report. Answer the following:
(a) State the type of report you are expected to write. (2 marks)
Investigative report.
(b) Explain four ways in which the conclusions of an interviewing panel can ensure that the candidate selected is fit for a job. (8 marks)
Ensuring that the interview questions align with the job requirements
Evaluating the candidate’s past experiences and skills
Conducting reference checks
Holding multiple rounds of interviews to assess various competencies
Outline four responsibilities of customer care staff in an organization. (8 marks)
Handling customer inquiries and complaints
Providing accurate information about products or services
Ensuring customer satisfaction and retention
Documenting customer interactions for future reference
Read the passage below and then answer the questions that follow:
Lake Turkana is the source of livelihood for about 20,000 families through commercial fishing activities. However, the lake’s water volume is likely to decline by 60% or more in the next few years. This is due to the construction of the Gibe Dams on the Omo River by the Ethiopian government for irrigation and to generate electricity. Wildlife in the lake will have serious destruction in Egypt, fish drying, poor agricultural production, among others. Most of the pastoralists have abandoned their pastoral livelihoods and embraced agricultural production to curb the food security threat.
State the meaning of the following words and phrases as used in the passage. (6 marks)
(i) scramble – Struggle for resources
(ii) scarcity – Insufficient supply of resources
(iii) receding – Moving back or diminishing
(iv) put in place – Set up or establish
(v) facilitate – Enable or assist
(vi) pressure – Stress or urgency of demands
In about 120 words and according to the passage, write a summary on the measures that have been taken towards alleviating fishing rivalry in Lake Turkana. (8 marks)
Measures include the establishment of agreements between neighboring countries to regulate water use. Fishing cooperatives have been formed to share resources, and awareness programs about sustainable fishing practices are being promoted. Infrastructure improvements such as fish processing plants are being built to support local livelihoods.
Highlight four negative effects of constructing the Gibe Dam on Omo River. (8 marks)
Reduced water levels in Lake Turkana
Loss of biodiversity
Displacement of communities
Increased tensions among the local population
This is the complete transcription of your image along with suggested answers.