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Business Communication And Office Management Question Paper

Business Communication And Office Management

Course:Certificate In Management

Institution: Kenya Institute Of Management (Kim) question papers

Exam Year:2012

CERTIFICATE COURSE IN MANAGEMENT
SEPTEMBER 2011 EXAMINATION

SUBJECT: BUSINESS COMMUNICATION AND OFFICE MANAGEMENT: CCM 102

DATE: 13TH SEPTEMBER 2011
TIME: 3 HOURS

INSTRUCTIONS:
1. Write your index number in the space provided in the answer booklet.
2. Answer any five questions.
3. All questions carry equal marks.
4. NO writing should be done on this question paper.
5. Candidates who break KIM examinations rules and regulations or commit any malpractice will be DISQUALIFIED.

SECTION A: 60 MARKS.
Answer any THREE questions from this section.
1.
a. Explain why one would choose face to face communication over written communication. (14mks)
b. Explain three characteristics of a good speech. (6mks)

2.
a. The company you work for as the Assistant Human Resource Manager had arranged for a team building workshop to be hosted in a reputable hotel. However, the services offered were unsatisfactory. Write a letter of complaint to the management of the hotel. (12mks)
b. Explain four techniques that make one a good listener. (8mks)

3.
a. Explain the benefits of holding regular meetings in an organization. (10mks)
b. Define the following non-verbal communication signals: (10mks)
i. Posture
ii. Facial expression
iii. Gestures
iv. Eye contact
v. Touching

4.
a. Explain the role of the Public Relations Officer in an organization. (10mks)
b. Explain how one can make an effective telephone call. (10mks)

5.
a. Explain the advantages of using voice mail. (8mks)
b. Explain any six methods of downward communication. (12mks)

SECTION B - 40 MARKS
Answer any TWO questions from this section.
6.
a. Explain five factors that should be considered when determining the location of an office. (10mks)
b. Explain the abusesme clerical errors in an office, attributed to management. (10mks)

7.
a. Explain five reasons why organizations find it necessary to file documents. (10mks)
b. An office manager will usually be called upon to improve or arrange the office in order to improve efficiency and effectiveness. Explain five procedures that should be followed when organising an office. (10mks)

8.
a. As the Sales Manager in a consultancy firm, explain to a customer the benefits of computerizing a filing system. (10mks)
b. Explain the measures that an organization should take to reduce sexual and other harassment in the office. (10mks)

Business Communication And Office Management Question Paper

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