MID-SEMESTER EXAMINATION (MARCH 2010 SESSION)

BUSINESS COMMUNICATION DBS2013

LECTURER : MATRIC NO VENUE 8 MAY 2010 INSTRUCTIONS: 1. Candidates must read all questions carefully. : . : . TIME : 12.30 pm 2.30 pm 2 hours PROGRAMME : ..

2. The examination script consists of the followings: Part A B Types of Questions 8 Short Answers 3 Essays Instruction Answer ALL questions Answer ALL questions Answer Sheets to be Used Answer booklet Answer booklet

DO NOT OPEN THE EXAMINATION CRIPT UNTIL FURTHER INSTRUCTION

THIS EXAMINATION SCRIPT CONTAINS 4 PAGES INCLUDING THE FRONT COVER

CONFIDENTIAL PART A (40 marks) Time : 50 minutes INSTRUCTION Answer ALL the questions. Use the answer booklet provided.

DBS2013

1.

Differentiate between formal and informal communication by giving your own examples. (5 marks)

2.

In what situation is written communication advisable? Name TWO (2) situations. (5 marks) You are required to give a talk on stress management to a group of students. Briefly, explain what happens during the encoding stage. (5 marks)

3.

4.

Suggest the best communication channel for the following message. Explain your choices. As a project manager, you wish to inform three fellow employees of a meeting scheduled for three weeks from now. (5 marks)

5.

During the planning stage, one should organize the business message. List FOUR (4) common mistakes that causes bad organization. (4 marks)

6.

Revise the following sentence to emphasize the perspective of the audience and the you attitude. So that we may bring our customer records up to date and eliminate the expense of duplicate mailings, we are asking you to complete the enclosed card. (5 marks)

7.

Revise the following sentence to make the tone conversational yet professional. The undersigned respectfully reminds affected individuals that employees desirous of changing their health plans must do so before December 30. (6 marks)

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CONFIDENTIAL 8. Revise the following statement to make them more positive.

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Customers are ineligible for the 10 percent discount unless they show their membership cards. (5 marks)

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CONFIDENTIAL PART B (60 marks) Time : 70 minutes INSTRUCTION Answer ALL questions. Use the answer booklet provided.

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1.

(a)

Is effective communication important in an organization? Justify your reasons. (12 marks) Recall a time when you experienced a problem as a result of poor communication. What were the causes and possible remedies for the problem? (8 marks) Describe THREE (3) characteristics of the business message. (6 marks)

(b)

2.

(a)

(b)

Explain the THREE (3) step writing process and summarize what happens in each step (phase). (12 marks) Give ONE (1) example of a jargon. (2 marks)

(c)

3.

You have been asked to draft a memo to your office staff about a yearly holiday for the weekend. Decide where you want to go any locations in Malaysia (eg Langkawi, Genting Highlands etc). Include information about when, what the cost will be, the activities planned for the holiday, a description of the food that is available and whom to make reservations with. You may include any other information you feel is necessary. Your Task: Write the memo. (20 marks)

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