IOB BUSINESS COMMUNICATION
MARKING KEY
QUESTION 1
(a) i. Source/encoder
1 mark
ii. Decoder/Recipient
1 mark
(b) candidates are required to give any two roles of :
the sender

encode the message-put the message in a form which can be understood

choose the right medium

interpret/understand feedback
and the receiver

interpret the message

provide feedback to the sender

act as required by the sender
(c) candidates can describe any four of the following elements:
I.
encoding
II.
message
III.
medium
IV.
decoding
V.
feedback
VI.
barriers
Award 2 marks each total of 8 marks
Award 1 mark for language where the answers have no language error
Total 15 marks
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QUESTION 2
The candidates are required to write a letter of refusal
Format
Content
Language
3marks
7 marks
5 marks
Total 15 marks
QUESTION 3
The candidates are required to write a short formal report using the points provided in addition
to their own ideas which are related to the situation:
Introduction = 2 marks
Methods
= 1 mark
Findings
= 5 marks
Conclusion
= 1 marks
Recommendations= 2 marks
Language=4 marks
Total
15 Marks
QUESTION 4
The candidates are required to write an essay using examples of the services which the bank
offers by utilizing ICT eg money transfers, internet banking, bill payment, deposits/withdrawals
can be made from any branch of the bank etc.
Content
= 10 mark
Language = 5 mark
Total
15 marks
QUESTION 5
(a) i. Vertical-upward communication
2 marks
ii. Vertical-downward communication
2 marks
iii. Horizontal communication
2 marks
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iv. Grapevine
2 marks
(b) Candidates are required to describe any three barriers to communication by showing
how each barrier affects communication
Award 2 marks for each-total 6marks
(c) The candidates are required to explain how the effect of the barriers mentioned in (i)
could be minimized.
Award 2 marks each= 6marks
QUESTION 6
(a) Hearing is the passive reception of sound stimuli while listening involves paying
attention and understanding what is said. Listening also involves remembering what
is said.
2 marks
(b) The candidates are required to give the ways in which an individual can listen
effectively.

Paying attention/concentrating on what is said

Maintaining eye contact with the speaker

Using appropriate nonverbal communication

Avoid interrupting the speaker

Having an open mind
Any 4 points for 8 marks
(c) The candidates are required to state how a manager can prepare for a meeting:

Should have a purpose for the meeting

Draft the agenda and the notice of the meeting

Ensure that members are informed in advance about the meeeting

Identify a suitable venue for the meeting

Prepare any necessary documents related to the meeting
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(d) The candidates should explain each of the items
i.
Minutes of the last meeting-the participants comment on the correctness of
the minutes of the last meeting and if there are any errors, corrections are
made.
ii.
2 marks
Matters arising-the meeting receives reports on the progress made on the
issues agreed during the previous meeting.
iii.
2 marks
Any other business-the participants raise other pertinent issues for
discussion-i.e. those that were not included in the agenda
.2 marks
QUESTION 7
(a) The candidates are required to give the differences between a memo and a letter

A memo circulates within the organization while a letter is sent to individuals
outside the organization as well as to some individuals within the
organization.

A memo identifies both the sender and the receiver while the letter has
contact addresses

A letter has a letterhead while a memo has the organisation’s name only.

A memo has no salutation

A letter has a subject without the heading

A letter has a complimentary close
Any 4 differences for 8 marks
(b) The candidates are required to write a letter of complaint to the organization where
they purchased the photocopier
Layout
3marks
Content
5 marks
Language
4 marks
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QUESTION 8
(a) Preparation for an interview
(i)
(ii)
An interviewee

Be familiar with the duties of the one holding the position

Know the location of the organization

Anticipate possible questions

Arrange to take all necessary documents on the day of the interview

Prepare to be well presentable on the day of the interview
5 marks
An interviewer

Inform the interviewee about the interview

Set the objectives for the interview

Prepare a suitable venue for the interview

Prepare suitable questions to ask the interviewee
5marks
Any 3 in each case 1 mark each =6 marks
2 marks for language in each question
(b) The candidates are required to describe the nonverbal signals which could be used in
the given situations
(i)
When attending to a customer-eye contact/gestures
(ii)
When giving instructions to a junior-gestures/eye contact
(iii)
As a participant in a meeting-nodding the head to show agreement/eye
contact
(iv)
When making an oral presentation-eye contact/body movement/gestures
(v)
When speaking to a customer on the phone-paralanguage
(vi)
Award 2 marks each for a clear explanation.
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