Business Communication Question Paper

Business Communication

Course:Bachelor Of Business Administration

Institution: Kenyatta University question papers

Exam Year:2010

KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2010/2011
FIRST SEMESTER EXAMINATION FOR THE DEGREE OF BACHELOR OF
BUSINESS
BBA 311:
BUSINESS COMMUNICATION
DATE: WEDNESDAY 24TH NOVEMBER 2010
TIME: 4.30 P.M – 6.30 P.M

INSTRUCTIONS: Answer question ONE and ANY other TWO questions
Question One
(a)
One of your major customers was mishandled by a new employee in your organization.
You, as the Human Resource Manager requested him to put down in writing his
complaint. Write a letter of complaint to the organization including all that went on
between you as, the customer and the employee of PZIC Company Limited. Address it
to the Human Resource Manager.

(15 Marks)
(b)
You have noticed that employees in your organization are not observing good Public
Relations. Write a memo to all employees drawing their attention to this unbecoming
behavior.

(15 Marks)
Question Two
(a) Differentiate between hearing and listening.

(5 Marks)
(b) Discuss five (5) barriers to effective listening.

(15 Marks)

Question Three
Page 1of 2

(a)
In an organization, there are various methods of communication. In your own words,
discuss what you understand by vertical communication.

(5 Marks)
(b)
Explain five advantages and five disadvantages of vertical communication.

Question Four
Written communication is a very important aspect in all organizations. Discuss five reasons why
written communication is important.

(20 Marks)

Page 2of 2

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