EXAMINATION NO.

___________________

2014 EXAMINATIONS

CERTIFICATE IN FINANCIAL ACCOUNTING PROGRAMME

PAPER FA 1 : BUSINESS COMMUNICATION

TUESDAY 9 DECEMBER 2014 TIME ALLOWED: 3 HOURS

2.00 PM - 5.00 PM

INSTRUCTIONS: -

1. You are allowed 15 minutes reading time before the examination begins during which
you should read the question paper and, if you wish, make annotations on the question
paper. However, you are not allowed, under any circumstances, to open the answer
book and start writing or use your calculator during this reading time.

2. Number of questions on paper - 6.

3. Answer any FOUR questions ONLY.

4. If a question has parts (a), (b) or (c), answer all the parts.

5. Each question carries 25 marks.

6. Marks will be awarded for correct content, logic and language.

7. Begin each answer on a fresh page.

8. This question paper must not be removed from the examination hall.

9. DO NOT OPEN THIS PAPER UNTIL YOU ARE INSTRUCTED BY THE

INVIGILATOR.

This question paper contains 5 pages

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1. Successful communicators always have their receiver in mind when formulating

messages.

Required:
(a) Using an example, explain the meaning of the term “receiver” as used in the
communication process. 2 Marks

(b) Outline any four factors that you would consider about your receiver when you
are formulating messages in order to ensure effective communication. 8 Marks

(c) Apart from “receiver”, explain any other five elements that are essential to the
communication process. 10 Marks

(d) Grapevine is one of the many communication methods.

Required:
(i) Define the term “grapevine”. 2 Marks

(ii) Give three other terms used to describe messages sent through the
“grapevine”. 3 Marks
(TOTAL : 25 MARKS)

2. Effective communication in an organization is vital for smooth operations and productivity.

Therefore, the choice of appropriate channel for communication is important.

Required:
(a) Explain, with an example, what is meant by “channel” in communication.
2 Marks

(b) Explain what the following are and what messages they communicate in an
organization:

(i) Meeting 2 Marks

(ii) Notice 2 Marks
(iii) Report 2 Marks
(iv) Letter 2 Marks
(v) Contract 2 Marks

(c) Imagine you are an accountant in a large international company. Outline any four
skills that you would need in order to communicate effectively. Give a reason for
each. 8 Marks

Continued/……
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(d) “Feedback” is an essential element in the communication process, more so in

organizational communication.

Required:

(i) Explain what is meant by “feedback”. 2 Marks

(ii) State any three functions of feedback in communication. 3 Marks
(TOTAL : 25 MARKS)

3. Interviews are important communication tools in an organization.

Required:

(a) Describe any four types of interviews and state their functions in an
organization. 8 Marks

(b) A commonly asked question in an interview is:

“Tell us about yourself”.

Give any two reasons why this question is asked. 4 Marks

(c) As a prospective employee, outline any four things that you would do to prepare
for an interview. 8 Marks

(d) Ineffective official communication, like interviews, is sometimes a result of

vague, wordy and redundant expressions. The sentences below contain such
expressions.

Required:

Re-write the sentences to make them concise, clear and concrete:

(i) Let us bring this discussion to a final conclusion. 1 Mark

(ii) Enclosed herewith is the final payment for the stationery bought on 30
August 2014. 1 Mark

(iii) The construction work will involve the use of seven pieces of heavy
equipment. 1 Mark

(iv) In the event that we are unable to supply you with the goods you ordered,
we will give you a refund. 1 Mark
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(v) Our new offices will be constructed in close proximity to the new
shopping mall. 1 Mark
(TOTAL : 25 MARKS)

4. Business writing is specialized communication that requires senders to pay particular

attention to specific elements popularly known as 7C’s.

Required:

(a) Explain any five of the following 7C’s as they relate to business writing:

(i) Completeness 2 Marks

(ii) Conciseness 2 Marks
(iii) Clarity 2 Marks
(iv) Correctness 2 Marks
(v) Concreteness 2 Marks
(vi) Courtesy 2 Marks

(b) Imagine you are working in an employment agency which advertises and
interviews prospective employees on behalf of organizations. You have decided
to stop this service for 3 months because of certain unforeseen circumstances.

Required:

Write a letter to your clients informing them about this development and stating
the unforeseen circumstances. 10 Marks

(c) The following sentences have various problems like subject verb agreement,
misplaced modifiers, punctuation, which can distort the intended meaning of the
communication messages.

Required:

Rewrite each sentence to correct the problem.

(i) The Finance Manager was attacked by a rabid dog walking home from
work. 1 Mark

(ii) Some of the lecturers lives outside the college campus. 1 Mark

(iii) We talked over the problem for an hour no decision. 1 Mark

(iv) I refused the job. Although I needed the money. 1 Mark

(v) Why do you ask what concern is it of yours. 1 Mark

(TOTAL : 25 MARKS)
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5. A memorandum is an internal document for communication in an organization. Care

should therefore be taken to ensure that it reaches the right person.

Required:

(a) Mention any five features of a memorandum and state the purpose of each.
10 Marks

(b) Imagine you are a supervisor in the accounts department, and you have noticed
that health and safety provisions are lacking in the company. For instance, there
are no overalls, boots or gloves for cleaners, no fire extinguishers, no drinking
water. As a result, staff draw water from the toilet sink.

Required:

Write a memo to management stating precisely your observations and suggesting

what can be done to address the situation. 10 Marks

(c) Electronic communication or computer mediated communication is rapidly

replacing the traditional form of communication, i.e. word of mouth and hand
written documents.

(i) Mention any two advantages of electronic communication. 2 Marks

(ii) Nowadays, we have Portable Communication Devices (PCDs). Give any

three examples of PCDs. 3 Marks
(TOTAL : 25 MARKS)
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6. Electronic communication or Computer Mediated Communication, as is popularly

known, has brought specialized terms used for the various operations.

Required:

(a) Explain, with examples where possible, the following terms as used in computer
mediated communication:

(i) www 2 Marks

(ii) website 2 Marks
(iii) search engine 2 Marks
(iv) a web portal 2 Marks
(v) internet 2 Marks

(b) Although electronic communication is dominating the communication system,

oral communication remains a significant part of human communication and
active listening remains an important aspect of oral communication, as it
improves our ability to understand and remember the message.

Required:

(i) Differentiate between active listening and passive listening. 3 Marks

(ii) State any four ways through which a speaker making an oral presentation
can encourage active listening and any four ways through which members
of the audience can ensure active listening. 8 Marks

(iii) Explain any four advantages of active listening when you are taking a
telephone call. 4 Marks
(TOTAL : 25 MARKS)

END