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
(60 MARKS)
Answer ALL questions from this section.
1.
2.
3.
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.
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
The process by which the sender puts information into a clear form that can be
understood by the receiver is known as
4.
A.
encoding.
B.
decoding.
C.
channel.
D.
medium.
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
A qualification examined by the Institute of Bankers in Malawi
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5.
6.
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.
In the following patterns of communication networks, all communication that
takes place flows through one central person.
7.
A.
The v network pattern
B.
The chain network pattern
C.
The All Channel network pattern
D.
The wheel network pattern
Horizontal communication
A.
occurs between employees on the same level in the same organization.
B.
is created by directors and mangers 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.
9.
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.
Feedback is a listener’s:
A.
verbal critique of a message.
B.
verbal or nonverbal response to a message.
C.
a version to a message.
D.
Message from the sender
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10.
11.
12.
13.
14.
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.
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.
An example of a communication channel is:
A.
face-to-face conversation.
B.
context.
C.
noise.
D.
feedback.
Which of the following is an example of a non verbal message?
A.
Mumbling
B.
Yelling
C.
Eye contact
D.
Jargon
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.
A qualification examined by the Institute of Bankers in Malawi
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15.
16.
17.
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.
Interpersonal communication occurs only when
A.
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.
In speech delivery, the form of a talk in which the presenter speaks from a
detailed or “thin” outline is known as
18.
A.
Scripted talk
B.
Oral report
C.
Outlined talk
D.
Impromptu talk
The following are some of the qualities to aim at when speaking to an audience
except:
19.
A.
pleasantness.
B.
alertness.
C.
nervousness.
D.
distinctiveness.
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.
D.
It delays communication with customers.
A qualification examined by the Institute of Bankers in Malawi
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20.
21.
An example of oral communication is
A.
Unplanned encounter.
B.
Report.
C.
Press release.
D.
Written telephone message.
Oral communication is advantageous because it
A.
has a permanent and contractual status.
B.
is viewed as the basis for almost all negotiations, liaison, team briefing
and project management.
22.
C.
provides the history of collaboration or project.
D.
it justifies an activity and provides backup and proof.
One of the following statements is true about statistical data.
A.
It can be collected as primary data using investigation, interviews or
questionnaires
B.
It can be tested only on a complete survey of the population
C.
It cannot be manipulated by classification and calculation to indicate useful
characteristics such as frequency and averages.
D.
It cannot be presented in tabular form or in more accessible visual forms
such as graphs and charts
23.
Directors assignments of tasks and performance feedback are typically conveyed
by:
A.
upward communication
B.
horizontal communication
C.
downward communication
D.
vertical communication
A qualification examined by the Institute of Bankers in Malawi
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24.
25.
26.
27.
28.
Which of the following is NOT an external written business communication.
A.
Complaint letter
B.
Curriculum Vitae
C.
Memo
D.
Enquiries letter
The greatest concern managers have with grapevine information is its
A.
speed
B.
context
C.
accuracy
D.
source
The presentation of levels of management in an organization is known as:
A.
the span of management
B.
organizational layers
C.
structure
D.
the organizational chart
A proposal put to a meeting to obtain decisions is called:
A.
an amendment
B.
a motion
C.
a discussion
D.
a debate
An agenda of a meeting contains the following details except:
A.
minutes of the previous meeting.
B.
apologies for absence.
C.
matters arising.
D.
an agenda for the previous meeting.
A qualification examined by the Institute of Bankers in Malawi
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29.
30.
Standing orders are defined as
A.
regulations that govern meetings
B.
objectives or aims of a meeting
C.
record of proceedings of a meeting
D.
amendments and motions of a meeting
Which of the following is NOT true about reports.
A.
A short report is meant to convey information in an efficient compact
format.
B.
An annual report is usually published once a year.
C.
A recommendations report examines a situation and concludes with
specific recommendations.
D.
A proposal is a report written to convince a reader that a need exists and
that specific action should be taken to remedy that need.
SECTION B
(40 MARKS)
Answer ANY TWO questions from this section.
QUESTION 31
(a)
Explain any four factors to consider when preparing for an effective meeting.
(8 marks)
(b)
Give any two duties of a minute taker 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)
A qualification examined by the Institute of Bankers in Malawi
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QUESTION 32
(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)
QUESTION 33
(a)
Explain any three steps of improving time management.
(6 marks)
(b)
Describe any three factors that you need to consider when plannin 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 34
(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)
END OF QUESTION PAPER
A qualification examined by the Institute of Bankers in Malawi
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