FINAL SEMESTER EXAMINATION

(JULY 2020 SESSION)

BUSINESS COMMUNICATION
ABS20103

LECTURER :…………………………………………………………

MATRIC NO : ……………….. PROGRAMME: …………………

VENUE : ………………………………………….

AUGUST 2020 DURATION: 3 HOURS

INSTRUCTIONS:

1. Candidates must read all questions carefully.

2. The examination script consists of the followings:

Part Types of Instruction Duration

Questions
A 1 Extended Answer ALL 30 minutes
Structure questions
B 5 Extended Answer THREE (3) 2 hours and 30
Structures questions ONLY minutes

_______________________________________________________________________________________
THIS EXAMINATION SCRIPT CONTAINS 7 PAGES INCLUDING THE FRONT COVER
DO NOT OPEN THE EXAMINATION SCRIPT UNTIL FURTHER INSTRUCTION
CONFIDENTIAL

PART A
(25 marks)
Time: 1 hour 30 minutes
INSTRUCTION
This part consists of ONE (1) question. Answer ALL questions.

(Question 1)

In the year 2020, the world has been stunned by the Covid-19 pandemic. The
virus had significantly affected many aspects of life for individuals, companies
and governments. You are required to prepare the following documents as
indicated below:

(a) As the Chief Operating Officer (CEO) of Mutyara Hotel, write a

memorandum to all of your staff explaining the current economic condition of
the company. You are also to inform them on THREE (3) strategies adopted
in ensuring the sustainability of the company.

(12 marks)

(b) You have been financially affected by the Covid-19 pandemic. Write letter
requesting an extension of moratorium on the loan liabilities to Maybank
Berhad. The letter should also include difficulties that you face and the
proposed plan of repayment to the bank.

(13 marks)

BUSINESS COMMUNICATION 2/7

CONFIDENTIAL

PART B
(75 marks)
Time: 2 hours 30 minutes

INSTRUCTION
This part consists of FIVE (5) questions. Answer THREE (3) questions only.

(Question 1)

Diagram 1

The above is the excerpt of ALT Bhd.’s organisation chart. ALT Bhd. is the
parent company of FIF Sdn. Bhd. and PTR Sdn. Bhd. Both the subsidiaries
of ALT Bhd. involve in a number of projects that require high team
commitment. In July 2020, the Operation Department was experiencing
supply chain problem and the Operation Manager escalate it to the top
management in ALT Bhd. After series of discussion between the companies
of the group, Sales Support Executives of PTR Sdn. Bhd. offered their help to
solve the problem and communicating it with the Operation Manager of FIF
Sdn. Bhd. The Finance Executive of FIF Sdn. Bhd. is contacting Customer A

BUSINESS COMMUNICATION 3/7

CONFIDENTIAL

to update them on their latest Statement of Account. The Finance

Department consists of twelve team members interact with each other on
daily basis on official and unofficial matters.

Based on Figure 5 and the case above, explain with diagram:

(a) The relevant types of direction in formal communication network.

(15 marks)

(b) Categories of communication activity.

(10 marks)

(Question 2)

(a)

Diagram 1

Communication has been defined as a continuous in which the exchange of ideas

and information take place among different persons. Referring to the diagram 1,
discuss the process of communication in the workplace.

(12 marks)

(b) Miscommunication occur when people fail to communicate their ideas or

intentions successfully. Communication can be very complex when the
interlocutors speak the same language. We can visualize the interpersonal
communication, not as a linear model but as a transactional model where the
meaning has to negotiate constantly between the two interlocutors. Explain FOUR
(4) ways to solve miscommunication problem.

(8 marks)

BUSINESS COMMUNICATION 4/7

CONFIDENTIAL

(c) Verbal communication is the use of words to share information with other
people. Many people only describe spoken communication to communicate rather
than written communication. Describe several types of verbal communication.

(5 marks)
(Question 3)

Your name is Dr Qasim, a representative from the Ministry of Health (MOH)

Malaysia. You are preparing for a talk at a local convention on the topic
“COVID-19: Updated statistics and standard operating procedure (SOP)
implemented by the MOH”. The following information is also available for
the talk:

Total of cases up to the end of the respective month:

April 2020 May 2020 June 2020 July 2020

Total confirmed 6,002 7,819 8,639 8,976
cases
Total active cases 1,729 1,351 164 207
Total recovered 4,171 6,353 8,354 8,644
cases
Total death cases 102 115 121 125

Distribution on Covid-19 cases based on the states in Malaysia:

Total as at 14.3.2020 Total as at 9.8.2020

Kuala Lumpur 43 2,506
Selangor 92 2,134
Negeri Sembilan 19 1,032
Johor 22 744
Sarawak 6 681
Sabah 26 410
Pahang 2 370
Perak 2 266
Melaka 6 258
Kelantan 3 160
Kedah 5 132
Pulau Pinang 7 125
Terengganu 0 114
Putrajaya 1 99
Perlis 2 30
Labuan 2 22

BUSINESS COMMUNICATION 5/7

CONFIDENTIAL

Required:

Based on the above information, prepare:

(a) Draft the whole presentation slides on the topic given.

(15 marks)

(b) Elaborate FIVE (5) plans on delivering an effective presentation at the

convention. Include also how do you attract the attention of audience at the
beginning and throughout the presentation.

(10 marks)
(Question 4)

Diagram 1

(a) Inter-cultural communication is a process of sending and receiving messages

between people in different cultural background. Referring to the diagram 1,
identify several cultural differences and explain how people should deal with the
situation to improve inter-cultural communications.

(15 marks)

BUSINESS COMMUNICATION 6/7

CONFIDENTIAL

(b) In Malaysia, many tourist use public transport as a medium to move from one
(b) place to another place. There are number of mobile phone applications (apps)
that can be downloaded from the internet. One of these apps, will let tourists to
enter a start and end point of a journey. The apps then shows them the quickest
route to choose. Other than phone apps, there are also authorised tourists guide
that can provide the tourists with route information around Malaysia.

Required:

Discuss how face-to-face communication will be more effective than a mobile

phone apps in providing tourist with travel informations.

(10 marks)

(Question 5)

(a) A business proposal is a document that is designed to persuade an

organization to buy a product or service. A business proposal also will design to
persuade an organization to produce an innovative product. Explain FIVE (5)
formal writing process of business proposal.

(10 marks)

(b) You have been instructed by the managing director to review and enhance the
company’s existing product. After five weeks of conducting market analysis and
survey, you are now ready to draft a business proposal and submit to all board of
directors.

As a project manager, you are required to draft a business proposal in respect of

the following:

(i) How the objective is determined

(ii) Discussion on SWOT analysis

(iii) Explanation on research methodology, data collection tools, target population

(iv) Analysis of the result findings

(15 marks)
END OF QUESTION

BUSINESS COMMUNICATION 7/7