SECTION A

Multiple Choice Items - (10 Marks)

Circle the letter to the most suitable response.

1. The ABC Method allows you to rank tasks according to all of the following except?

a) Must Do
b) Would Do
c) Should Do
d) Could Do

2. Which of the following must be accomplished in order to complete the communication process?

a) Communication
b) Medium
c) Feedback
d) Channel

3. Which of the following is not a type of questioning technique?

a) Factual
b) Reflective
c) Open Questions
d) Explorative

4. Which of the following is a type of non-verbal communication?

a) Power Point Presentation

b) Television
c) Videos
d) PowerPoint presentation
5. Which of the following is involved with active listening?

a) Selecting
b) Attending
c) Understanding
d) All of the above

6. Which of the following is not considered one of the C’s of written communication?

a) Clear
b) Concise
c) Correct
d) Current

7. Which of the following describes how a message gets sent to the receiver?

a) Channel
b) Medium
c) Feed back
d) Sender

8. In the communication process Noise is known as?

a) Persons yelling
b) Barriers to communication
c) High pitched sound waves
d) Unwanted sounds

9. Which of the following is not a type of hazard?

a) Physical
b) Biological
c) Ergonomic
 d) Community

10. Which is the best way to handle a suspicious package?

a) Leave it alone
b) Report the package to the authorities
c) Open the package
d) Inspect the package
 SECTION B

This section consists of a total of 8 questions you are required to complete each question

1. Distinguish between verbal and non-verbal communication (Marks 2)

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2. Identify Two (2) techniques that will demonstrate to the client that one is actively listening to
the complaint (Marks 2)

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3. Why is it important to work as a part of the work team? (Marks 2)

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4. Explain the term “a chain” is as weak as its weakest link and say how it can reflect
teamwork. (Marks 2)

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 5. Identify Two (2)) careers choices in the Information Technology industry.
(Marks 2)

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6. Explain the communication process in details? ( Marks 5 )

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7. Explain what is meant by the 80/20 rule? (Marks 2)

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8. List and define the various steps involved in the problem solving process? (Marks 6 )

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Total: 23
 SECTION C

You are required to complete the following

You have been employed as the new hr manager of an organization , As a result of this you are

now required by the company to write an article for the staff outlining the following : The

personalities needed when dealing with customers, The difference between passive as well as

active listening and tell which is important to implement when dealing with customers and

outline the importance of planning a schedule and tell how you can use the ABC Method to

prioritize tasks.

Total 15 marks