©2024 TVET CDACC

Demonstrate Communication Skills

Level 3
Nov/Dec 2024

TVET CURRICULUM DEVELOPMENT, ASSESSMENT AND CERTIFICATION

COUNCIL (TVET CDACC)

WRITTEN ASSESSMENT

Time: 2 HOURS

INSTRUCTIONS TO CANDIDATE

1. This paper consists of two sections; A and B

2. Answer ALL the questions as guided in each section
3. Marks for each question are as indicated in the brackets
4. You are provided with a separate answer booklet to answer the questions
5. Do not write in this question paper

This paper consists of SIX (6) printed pages

Candidates should check the question paper to ascertain that all pages are printed as
indicated and that no questions are missing

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SECTION A (20 MARKS)

Answer ALL the questions in this section. Each question carries 1 mark.

1. Written communication should always follow the standard format set by the organization.
(True or False)
2. It is acceptable to ignore the organization’s standard format if the message is urgent.
(True or False)
3. Written communication can include informal elements, even in formal documents.
(True or False)
4. Communication equipment such as phones, computers, and fax machines can be used to
access important organizational information. (True or False)
5. Employees who cannot speak English at an operational level should avoid
communicating with English-speaking clients. (True or False)

6. Match the following communication terms with their definitions

Communication terms Definitions:
A. Formal Communication I. Unofficial, casual interactions that
B. Informal Communication occur among staff.
C. Feedback II. Responding to a received message.
D. Active Listening III. Fully concentrating and
understanding what is being
communicated.
IV. A process where information flows
through established channels.

7. Match the communication tools with their function:

Communication Tools Function:
A. Email I. Real-time face-to-face
B. Telephone communication over the internet.
C. Video conferencing II. Written communication sent
D. Intranet electronically.
III. Voice-based communication is used
for immediate interaction.
IV. Internal network for organizational
information sharing.

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8. Match the communication styles to the scenario:

Communication styles Scenario
A. Written communication I. A report submitted via email.
B. Verbal communication II. A team meeting discussing project
C. Non-verbal communication updates.
D. Visual communication III. Using hand gestures to explain a
concept.
IV. A chart explaining sales growth
over time.

9. Match the terms with their correct communication barrier:

Communication term Communication barrier
A. Jargon I. Using specialized terminology
B. Noise unfamiliar to the audience.
C. Language difference II. External sounds or interruptions.
D. Emotional interference III. Inability to understand due to
language differences.
IV. Negative emotions affect the
interpretation of messages.

10. Match the communication channel with its appropriateness:

Communication Tools Function:
A. Formal report I. Discuss new policies with team
B. Casual conversation members.
C. Memo II. Announcing a change in-office
D. Presentation procedure to all employees.
III. Reporting annual performance to
senior management.
IV. Chatting with a colleague about
weekend plans.

11. What is the primary purpose of clarifying questions?

A. To challenge the speaker
B. To show off your knowledge
C. To ensure understanding
D. To change the topic

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12. Which of the following tools is commonly used to measure audience engagement in a
communication strategy?
A. SWOT analysis
B. Surveys and feedback forms
C. Gantt charts
D. Financial reports
13. Which of the following is NOT a barrier to effective communication?
A. Noise
B. Feedback
C. Language differences
D. Emotional interference
14. What does the term empathy mean in communication?
A. Agreeing with everything the other person says
B. Feeling sorry for the other person
C. Understanding and sharing the feelings of another
D. Ignoring the other person’s feelings
15. Which of the following is an example of non-verbal communication?
A. Email
B. Telephone call
C. Facial expressions
D. Written report
16. What is formal communication most often used for in the workplace?
A. Casual chats with coworkers
B. Important business discussions or official documentation
C. Jokes and informal interactions
D. Asking for help with personal tasks
17. What should you do if your audience is unfamiliar with the terms you are using?
A. Ignore their confusion
B. Stop using the terms and simplify the language
C. Provide a brief explanation or definition of the terms
D. Assume they will figure it out later

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18. Which of the following is NOT considered communication equipment in the workplace?
A. Email software
B. Telephone
C. Notebook
D. Video conferencing software
19. Why is it important to proofread written communication before sending it?
A. To find spelling errors
B. To ensure the message is clear and accurate
C. To impress the reader
D. To rewrite the document
20. what is the first step you should take when preparing written communication?
A. Start writing immediately
B. Gather relevant information
C. Choose a font style
D. Print the document

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SECTION B (30 MARKS)

Attempt ALL the questions in this section
21. Effective communication builds relationships between colleagues, clients, and
organizations. Define the word communication. (2 Marks)
22. Every organization has a way of doing its work. Highlight THREE examples of routine
procedures in the workplace. (3 Marks)
23. Resistance to change is one of the barriers to effective communication. Identify FOUR
other barriers. (4 Marks)
24. Proper organization of information is important for future use. Outline THREE ways how
information should be properly located and stored according to workplace procedures.
(3 Marks)
25. Good communication between a company and its workers is important to use everyone's
skills and ideas. Name TWO types of communication pathways in an organization.
(2 Marks)
26. Communication is about sharing ideas clearly so everyone understands. Name THREE
good ways to communicate effectively in an organization. (3 Marks)
27. Storage of information is important in any organization. Give at least THREE factors that
contribute to effective information storage and retrieval. (3 Marks)
28. Common errors in recording workplace information can sometimes not be avoided.
Provide at least TWO examples of errors. (2 Marks)
29. For group discussion effectiveness to be realized, agendas of the meeting must be
determined. Highlight TWO significances of the agenda. (2 Marks)
30. During a staff meeting at Kadali College, one person started using bad and rude words
toward the meeting leader. Identify THREE ways members can intervene in search
disruptions. (3 Marks)
31. Using a banner is a method of written communication that is focused on a wide range of
clients. Name THREE other methods of written communication. (3 Marks)

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