INSTITUTE OF BANKERS IN MALAWI
CERTIFICATE IN BANKING EXAMINATION
SUBJECT: INTRODUCTION TO BUSINESS COMMUNICATION (IOBM –
C-105)
Date: Friday, 9th November 2012
Time Allocated: 3 hours (08:00 – 11:00 am)
INSTRUCTIONS TO CANDIDATES
1
This paper consists of TWO Sections, A and B.
2
Section A consists of multiple choice questions each carries 2 marks.
3
Section B consists of 4 questions, each question carries 20 marks. Answer ANY
TWO questions.
4
You will be allowed 10 minutes to go through the paper before the start of the
examination, you may write on this paper but not in the answer book.
5
Begin each answer on a new page.
6
Please write your examination number on each answer book used. Answer
sheets without examination numbers will not be marked.
7
DO NOT open this question paper until instructed to do so.
SECTION A
(40 MARKS)
Answer ALL questions from this section.
1.
The following are steps used for improving time management except;
a.
creating semester schedule
b.
adjusting your plan each day
c.
evaluating your schedule
d.
ignoring all other co-curricular activities.
2.
The acronym SQ3R stands for;
a.
Survey, Question, Read, Recite and Review
b.
Survey, Question, Read, Review and Recite
c.
Survey, Question, Review, Read and Recite
d.
Survey, Question, Review, Recite and Read.
3.
The process by which the sender puts information into a clear form that can be
understood by the receiver is known as;
a.
Encoding
b.
Decoding
c.
Channel
d.
Medium.
4.
Effective communication is important to a banker because;
a.
It makes them popular
b.
It establishes sound interpersonal relations with colleagues and
customers.
c.
It gives out information
d.
It strengthens their personality.
5.
Visual communication includes the use of
a.
Charts and letters and spoken word.
b.
Charts, letters or diagrams.
c.
Charts, tables, letters and maps.
d.
Maps, notices, slides and tables.
6.
In the following patterns of communication networks, all communication that
takes place flows through one central person.
a.
The v network pattern
b.
The chain network pattern
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c.
d.
The All Channel network pattern
The wheel network pattern.
7.
Horizontal communication
a.
Occurs between employees on the same level in the same organization
b.
Is created by directors and managers and passed down to the hierarchy
c.
Originates at the lower level of the employment hierarchy and then
communicated up through the line
d.
Is created by employees and passed upward to the directors and
managers.
8.
In the communication process, to encode means to;
a.
Interpret a code
b.
Translate ideas into a code
c.
Block a pathway between the sender and the receiver of the message
d.
Speak to a large group of people.
9.
Feedback is a listener’s;
a.
Verbal critique of a message
b.
Verbal or non-verbal response to a message
c.
Aversion to a message
d.
Message from the sender.
10.
A message is a signal that serves as:
a.
Stimuli for a speaker.
b.
Noise reduction.
c.
Stimuli for a mass audience.
d.
Stimulus for a receiver.
11.
An example of psychological noise is a:
a.
Speaker using complex terms
b.
Humming air conditioner
c.
Listener reviewing weekend plans in his or her head
d.
Lawn mower.
12.
An example of a communication channel is:
a.
Face-to-face conversation
b.
Context.
c.
Noise.
d.
Feedback.
13.
Which of the following is an example of a non verbal message?
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a.
b.
c.
d.
Mumbling
Yelling
Eye contact
Jargon.
14.
The ability to communicate effectively
a.
Depends on not using technology to send messages
b.
Is a natural talent that cannot be learned
c.
Depends on the education level of those around you
d.
Can be learned.
15.
A message can only be said to be effective when it is;
a.
Communicated face-to-face
b.
Repeated back as proof of understanding
c.
Delivered with confidence
d.
Understood by others and produce the intended results.
16.
Interpersonal communication occurs only when;
a.
There is communication within an individual
b.
Intimate conversation takes place
c.
An individual interacts with another person as a unique individual
d.
An individual converses with people they have no interest in knowing.
17.
In speech delivery, the form of a talk in which the presenter speaks from a
detailed or “thin” outline is known as
a.
Scripted talk
b.
Oral report
c.
Outlined talk
d.
Impromptu talk.
18.
The following are some of the qualities to aim at when speaking to an audience
except:
a.
Pleasantness
b.
Alertness
c.
Nervousness
d.
Distinctiveness.
19.
One of the following is not true about the importance of non-verbal
communication to a banker.
a.
It is often used to accept a verbal message
b.
It often complements the verbal message
c.
It regulates interactions
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d.
20.
It delays communication with customers.
An example of oral communication is
a.
Unplanned encounter
b.
Report
c.
Press release
d.
Written telephone message.
SECTION B
(60 MARKS)
Answer ANY THREE questions from this section.
QUESTION 1
(a)
Explain any four factors to consider when preparing for an effective meeting.
(8 marks)
(b)
Give any two duties of a secretary in a meeting.
(2 marks)
(c)
Imagine you are the chairperson of a money laundering committee planning to
hold an effective meeting. Write a notice of the meeting to the members.
(10 marks)
(Total 20 marks)
QUESTION 2
(a)
Describe any four secrets of effective business communication to a banker.
(8 marks)
(b)
Explain any three barriers to the communication process.
(6 marks)
(c)
Suggest any three ways of overcoming communication barriers.
(6 marks)
(Total 20 marks)
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QUESTION 3
(a)
Explain any three steps of improving time management.
(6 marks)
(b)
Describe any three factors that you need to consider when planning for study.
(6 marks)
(c)
(d)
One of the well known systems of note-taking is the Cornell System. Explain any
three steps that are involved in this system.
(6 marks)
Mention any two reading techniques you would use when reading.
(2 marks)
(Total 20 marks)
QUESTION 4
(a)
Explain the meaning of audio-visual aids in the communication process.
(2 marks)
(b)
Discuss any three types of audio-visual aids used in oral presentations.
(6 marks)
(c)
Give three disadvantages of using audio-visual aids to a banker.
(d)
Suggest any three tips a presenter should follow when using audio-visual aids
during an oral presentation.
(6 marks)
(6 marks)
(Total 20 marks)
QUESTION 5
(a)
What are the three purposes of a speech?
(3 marks)
(b)
What five factors can ensure effective delivery of a speech?
(5 marks)
(c)
You have been elected as a National Youth Coordinator on HIV and AIDS
Project. You are expected to speak at a youth council meeting on HIV/AIDS
prevention strategies and request for funding.
Clearly explain the factors that you would consider in preparing for the oral
presentation at the council meeting.
(12 marks)
(Total 20 Marks)
END OF EXAMINATION PAPER
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