INSTITUTE OF CHARTERED SECRETARIESAND ADMINISTRATORS

IN ZIMBABWE

EXAMINATION QUESTION PAPER

SUBJECT: BUSINESS COMMUNICATION AND ETHICS

PART: A
DATE: MAY 2019 TIME: 13:15 to 16:30 HOURS
DURATION: 3 hours and 15 minutes reading time

INSTRUCTIONS TO CANDIDATES

1. Answer question ONE (1) in Section A and ANY OTHER THREE (3) questions in
Section B.
2. Question One (1) is COMPULSORY and carries 40 marks. Questions in Section B carry
20 marks each.

Total: 100 marks

The examination script is the property of ICSAZ and is not to be removed from the examination
venue.
 SECTION A
(This Section is Compulsory)

QUESTION 1

You are a client for a reputable law firm whom you have been dealing with over the
past decade and you hold them in the highest regard. You pay the firm a visit
seeking their legal services and guidance on a pressing business matter with
another firm on this particular day in March in the aftermath of the AFCON
qualifying match between Zimbabwe and Congo Brazzaville. Upon arrival at the
reception, the reception personnel hardly noticed your presence as they appeared
to be busy with other urgent company matters. You wait for a good three quarters
of an hour before anybody notices your presence. Further to that, the usual firm’s
legal partner with whom you had an appointment is said to have gone on holiday in
Victoria Falls and will only be back in Harare in a fortnight’s time. The latter builds
on to the recent trends at the firm that have recently raised its fees to a two tier
system whereby clients are supposed to pay for services in United States dollars or
the informal black market equivalent rate. For ease of doing business and getting
preference to your matter, you had paid a substantial amount in advance in US$ to
the law firm that charges on a minute rate for any services rendered, including
phone calls. You tried phoning the legal consultant prior to visiting the law firm in
which you set the appointment. The consultant confirmed his availability on the
said date and time. The same legal firm’s policy stipulates that any monies recorded
in their books with clients in respect of services is unfortunately said to be
non-refundable.

You therefore wish to register your dissatisfaction in respect of how you were
treated and the prejudice you suffered.

REQUIRED:
Write a letter in which you register your displeasure and prospects for future legal
services. You may include the following in your official complaint:
 The firm’s reputation and public perceptions.
 The firm’s image and mandate.
 The position of trust which legal officers hold in society.
 The importance of the client service charter.
 The prejudice that you suffered.
 Assurance of measures that the firm will take to rectify the prejudice suffered.
 Urgency of the matter.
 Prospects for further engagement.
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 Time is of essence.
 Losses incurred.
 Prospects of more harm which flows from the given background.
 Compliance with the legal professions’ ethical guidelines set by the Law Society
of Zimbabwe, Constitutional provisions and statutes dealing with the legal
practitioners and practice in Zimbabwe.
 The role of legal professionalism in promoting access to justice, fairness,
transparency and human rights.
NB. Be sure to include a financial section in your letter. Use a recognizable format
(40 marks)

SECTION B
(Answer any THREE (3) questions from this section)

QUESTION 2

Discuss the non-verbal aspects of communication which impact effective

communication in any two sections of your organisation’s organogram. (20 marks)

QUESTION 3

Imagine you are a Company Secretary, explain the ethical considerations of availing
your company’s Code of Conduct to every employee at their initial engagement and
in their respective languages. (20 marks)

QUESTION 4

You are the head of the marketing and resource mobilisation department of your
organisation. You want to increase your organisation’s visibility through
participation in the national cleaning campaign. You also feel that taking part is part
of your corporate social responsibility and wish to increase environmental
awareness within your organisation.

REQUIRED:
Write a memorandum to that effect to all units. (20 marks)

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QUESTION 5

Write a speech or an address to your fellow managers in which you persuade them
to take self-development courses that will enhance their career paths. (20 marks)

QUESTION 6

What are the ethical considerations involved in hiring qualified people in any one of
the following vulnerable groups:
- An epileptic who is a master in a special trade.
- An HIV positive individual who has special skills.
- A visually-impaired individual.
- A wheelchair-bound professional.
(20 marks)

“End of Examination Question Paper”

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