Comp 005: Business Communication And Customer Care Question Paper

Comp 005: Business Communication And Customer Care

Course:Certificate In Business Management

Institution: Chuka University question papers

Exam Year:2013

CHUKA

UNIVERSITY

UNIVERSITY EXAMINATIONS
AWARD OF CERTIFICATE IN BUSINESS MANAGEMENT
COMP 005: BUSINESS COMMUNICATION AND CUSTOMER CARE
STREAMS: TIME: 2 HOURS
DAY/DATE: FRIDAY 19/4/2013 11.30 AM – 1.30 PM
INSTRUCTIONS:

ANSWER QUESTION ONE AND ANY OTHER TWO QUESTIONS

1. (a) Analyze the goals of business communication. [10 Marks]

(b) Explain the internal and external patterns of communication in an organization. [15 Marks]

(c) Discuss five roles that govern handling of office politics. [5 Marks]

2. Analyze the principles of business communication. [20 Marks]

3. Show how you can carry out an effective presentation to an audience. [20 Marks]

4. Explain how technological advances have affected business communication (discuss at least four technological advances. [20 Marks]

5. Discuss the various communication methods that can be used to establish rapport with the customers. [20 Marks]

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