THE UNIVERSITY OF ZAMBIA

SCHOOL OF HUMANITIES AND SOCIAL SCIENCES

DEPARTMENT OF ECONOMICS
BBA 2123: BUSINESS COMMUNICATION

TEST TWO (2)

DATE: 30TH AUGUST, 2016.

DURATION: TWO (2) HOURS

INSTRUCTIONS:
1. ANSWER ANY THREE QUESTIONS.
2. MARKS ALLOCATION INDICATES THE DEPTH OF THE ANSWER EXPECTED.

QUESTION ONE
A. You are a deputy class representative to Chris Katangilila and as BBA second year
students you have been given a project to conduct surveys on behalf of the Government
through the University of Zambia and come up with workable proposals on how the
government can set up a sustainable revolving fund to support the SME’s involved in
agriculture, food processing, manufacturing, transport and construction. You have set up
groups to undertake the tasks for each of the business areas mentioned but not much
headways have been made and among the reasons observed are lack of systematic
approach, and failure to appreciate the importance of the task at hand. As a follow up to
the pre-project trainings and workshops, you advise Chris on the need to circulate the
written guidelines to follow in the approach to the surveys and to further, to follow up
with written reminders on the importance of the exercise and the consequences of
failure to actively participate but Chris contend that he prefers a crisis meeting in which
all the pertinent issues could be ironed out.
Advise Chris on the potential benefits as well as the pitfalls of his chosen approach?
(15 Marks)
B. Briefly explain the five (5) basic skills of oral communication. (10 Marks)
QUESTION TWO
A. Compare and contrast between listening and hearing. (7 Marks)
B. Describe what active listening is and explain the three levels of listening. (6 Marks)
C. What are the four (4) pitfalls to effective listening? (6 Marks)
D. Give four (4) ways in which effective listening can be achieved. (6 Marks)

QUESTION THREE
A. Chibumba Security Services has been your security services provider for the past five (5)
years. Of late, there service has been lacklustre with a number of security breaches
reports, lack of proper uniform attire by their officers, some reporting drunk for work
especially those in the night shift, failure to provide enough manpower to guard all red
spots of your premises and general failure to about by the provisions in the security
code. You have had two meeting (the last one was held on 28 th June 2016) before with
the management of Chibumba Security Services on which they promised to attend to
your concerns but all your efforts have proven futile.

You have now decided to terminate the security contract with the company. In not less
than 160 words, write the letter of termination to the Chief Executive Officer of
Chibumba Security Services citing your reasons for the decision you have arrived at. You
do not need to include the addresses in the letter.
(15 Marks)
B. Give any five (5) reason why it is important to conduct a literature search and review.
(10 Marks)
QUESTION FOUR
Describe the literature search process and briefly explain the importance of each of the
following steps.
1. Picking your research question
2. Planning your search
3. Evaluating and recording your results
4. Reviewing your search plan
5. Synthesising your results
(25 Marks)

Others:
1. Outline the communication process
2. Outline how internal and external communications can be used to effectively achieve
the organization objectives