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FINAL EXAMINATION SET B (ANSWER SCHEME) CUCST BACHELOR PROGRAMMES

SCHOOL OF BUSINESS & INFORMATION TECHNOLOGY
DATE TIME DURATION CODE SUBJECT : : : : :

3 HOURS LAS1013 PROFESSIONAL COMMUNICATION

Important Instructions:

1) This paper contains three (3) sections on four (4) printed pages, including the cover. 2) Answer only two (2) questions in SECTION A and answer all questions in SECTION B. In SECTION C you need to answer only one (1) question. All answers should be written in the designated answer sheet. 3) This paper comprises 40% of the total marks of the Final Assessment. 4) Electronic dictionaries and personal organizers are NOT allowed. 5) Any misconduct during the examination will lead to a disqualification and a mark of 0 will be entered.

DO NOT REMOVE ANY PART OF THIS EXAM PAPER FROM THE EXAMINATION VENUE

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Section A. This section carries a total of 20marks. Answer only two (2) questions.

Question 1 a. Differentiate active, informational and evaluative approaches to listening. (6 marks) Active listening is an approach in which the listener relates back to the speaker the content and feeling in the message. Informational listening allows the listener to interpret the senders meaning accurately. The listener needs to avoid premature judgments and to use objectivity. By paraphrasing and questioning, the listener is able to check their understanding of the context. Evaluative listening is used when the sender is trying to influence the listener to take some action or sway the listeners attitude or opinion. An effective evaluative listener identifies key points and differentiates between fact and emotion. b. Define the term reflective statement and explain its purpose as a listening response. (4 marks) Reflective statements let the speaker know the listener understands the underlying feelings. This helps the speaker to focus on them. This lets the speaker know the listener understands their feelings. Question 2 a. Define questionnaire. (4marks) A questionnaire is a list of questions to obtain opinions on a subject. Questionnaires are used both within small groups or larger organizations and within the community at large.

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b. A representative sample of the total population is usually selected because it is not always possible to interview, test or observe each member of the population. Sampling helps to select respondents who are representative of the target group. Name the three steps in this process. (6 marks) Define the population in terms of your objectives and the questionnaires purpose. Draw representative samples from the population. Gather a large enough sample to represent the population in the survey and give useful results. Question 3 a. Define organic structure and mechanistic structure. (4 marks) Organic organization structure operates in a dynamic flexible environment. Its predominantly horizontal and tends towards the use of informal networks. Mechanistic organizational structure operates in a stable, highly structured environment. Mechanistic structure uses charts, rules, policies and job descriptions.

b. In which organizational structure would you like to operate: an organic or mechanistic structure? Briefly outline the reasons for your choice. (6 marks) Mechanistic Description Static, rigid, vertically oriented, pyramid shaped. Uses rules, policies, and Organic Description Fluid, dynamic and ever changing Flattened shape Horizontally oriented Collaboration Authority based expertise

procedures. Decision making concentrated on

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top Authority based opinion Rigid communication channels Reasons Goals are well known and long lasting There is a stable, reasonably simple environment Technology is simple and well understood Workplace appreciates high Reasons Tasks are uncertain Environment is complex and ever changing Technology is changing and not the same for all tasks Workforce innovative. is creative and

degree of routine and structure

Question 4 a. List five different approaches to public speaking. (7.5 marks) a. Prepared speeches planned sand organized before the time of presentation b. Impromptu speeches unexpected and delivered unprepared c. Manuscript speeches- is read d. Memorized speeches is learnt and recalled e. Oral briefings is short oral report f. Team briefings

b. What is the purpose of team briefing? (2.5 marks) Staff meetings Customer contacts In oral reports to supervisors and managers on potential successes or problems

SECTION B: Write True or False.

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This section carries 10 marks.

5.

Research shows that presenters using overhead transparencies are more likely to persuade a group to adopt their recommendations than speakers who do not use visuals. TRUE

6.

Brainstorming requires evaluation of each idea before writing the next idea. FALSE

7.

When giving a presentation at a hotel, you should arrive early enough to check all the equipment needed for your presentation. TRUE

8.

Before attending any interview, you should learn and search about the company. TRUE

9.

A person who is good in public speaking does not have to prepare any TRUE speech if he is required to.

10.

Internal communications only refers to the exchange of information TRUE and ideas within the organization.

11.

When writing letters for recommendation, personal attributions should TRUE also be included.

12.

The best anecdotes to use when starting a presentation both are TRUE personal to you and illustrate the point of your talk.

13.

The main part of a memo should not be included in the subject line; it FALSE should be in the first paragraph only.

14.

In writing a resume, you must include as much information as possible TRUE about your qualifications.

Section C: Writing

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This section carries a total of 10marks. Choose one of these questions and write your answer in the answer sheet provided.

15.

Recently, you have purchased five new computers from Mr. Bryan Hansen at the Hometown Computer Company. Conversely, you have been having problems with two of the computers. Write a letter to Mr.Bryan Hansen in regards to the problematic computers.

Language : 4 marks Content Format : 4 marks : 4 marks

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-------------------------------------------------------------------------------------------------

Your address

Mr., Hometown Computer Company, No.2, Lorong Bukit Indah, 80200 Johor Bahru, Malaysia. Date. Attn Subject Dear Sir, I regards to the above stated matter, I would like to inform your good self that last month I purchased five Dell computers from your company. However two out of the five computers are not functioning well. State the reasons--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Mention about maintaining a good business relationship --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Be polite in your letter----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Closing paragraph Thank you. Yours truly, -----------------------Name Designation : Mr. : Problematic Computers

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16.

Referring to a job advertisement which you found in the newspaper or the Internet, write a cover letter and attach your resume to apply for the job PR Manager. The qualifications needed for the job are:

a. Candidate must possess Bachelor's Degree or Masters in Mass Communications, Public Relations, Marketing, Journalism or equivalent. b. Ability to work to deadlines and deal with a number of projects simultaneously. c. Required language(s): English and Mandarin d. At least 3 year(s) of working experience in the related field is required for this position

Language : 4 marks Content Format : 4 marks : 4 marks

~ End of Paper~

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