COMMUNICATION SKILLS

A SIMPLIFIED QUESTION AND ANSWER GUIDE TO EXCELLENCE

IN
COMMUNICATION SKILLS FOR STUDENTS

Mukelabai David (M.ED,BA.ED, DIP.ED,CERT.ED)

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ACKNOWLEDGEMENT

No idea can really be said to be original- for every ‘new idea’ is a development of the countless
ideas which have been developed by others before. Any work is therefore, merely an expression
of the knowledge, experience and skill acquired during the author’s lifetime contact with other
people. To all those people who have in any way been influential in my own development and
learning and who have therefore, contributed to ideas expressed in this work, i owe my
gratitude.

However, my special thanks are due to my colleagues and to all my students at Kitwe Trades
School with whom over the years i have learnt a lot about the process of communication.

For the patient and tireless, practical and moral support i thank my wife and family.

You have always been a major part of my professional and personal life. Bienvenue les etudes’.

David .M. Mukelabai (M .ED, ZAOU), (BA.ED, UNZA), (DIP.ED, UPE), (CERT.ED,
MCE).

Konkola Copper Mines Kitwe Trades School

Box (s) 2000

Kitwe

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 APPLYING STUDY SKILLS

LIBRARY
1. Define the term library.

Answer. A LIBRARY is an institution charged with the responsibility of collecting, organizing,

and preserving of dissemination of information.

2. Identify FOUR main functions of the library

Answer: 1. COLLECTING MATERALS

2. ORGANISING MATERIALS

3. PRESERVING MATERIALS

4. DISSEMINATING INFORMATION

3. Briefly explain the functions of FOUR types of libraries

Answer: i) National library

- A national or state library serves as a national repository of information

- Primary function is to collect literature produced in a country

-The secondary function of the national library is to collect current foreign

literature.

II) Public library

- A public library provides services to the general public

- Usually makes at least some of its books available for borrowing

1. Supports education at all levels

2. Acts as an access point to wider information

3. Supports leisure activities in the community

4. Supports at and culture through literature.

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 iii) Academic library

- It is generally located on an educational institution such as colleges

- Serves primarily the students and academic staff.

- Provides resources and research support for students and academic

staff.

- May also provide group study space

iv) Special library

- A library that contains current detailed materials meant for specialized users such
as doctors, lawyers, and teachers for their use in doing specialize research related
to their work.

- Special libraries may or not be accessible to see identified part of the general
public.

7. Apart from the D.D.C identify ONE other classification system that a library can use to

classify material.

Answer: library of congress is widely used in America

8. Distinguish between the D.D.C and the library of congress

Answer: i) The D.D.C uses the numbering system to classify human knowledge whereas the Library of
Congress uses the letters to classify material

ii)The D.D.C is commonly used in the common wealth countries whereas Library

of Congress is widely used in America

9. Identify the class marks for the following classes according to the D.D.C

I) Pure Sciences

ii) Social Sciences

iii) Applied sciences

Answer: i) 500

ii) 300

iii) 600

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 • You may also further identify other classes using the following guide

CLASS NUMBER RANGE NUMBER FIELD OF STUDY

000 - Library Science

- General knowledge

100 - Philosophy

- Psychology

- Logic

200 - Religion

300 - Social Sciences

400 - Language

500 - Pure Sciences

600 - Applied Sciences

700 - Arts

800 - Literature

900 - History / Geography

10. Invent your own imaginary titles of books with the following class marks.

i) 652

ii) 300

iii) 195

iv) 502

v) 900

Answer: i) 625 = Communication Skills (or any title from Applied Sciences

ii) 300= Sociology (or any title from Social Sciences)

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14. Identify any TWO users of a library

Answer: i) Students

ii) Lectures

iii) Doctors

iv) Researchers

vi) Engineers etc.

15. Identify TWO (2) ways of showing that a researcher has acknowledged the sources of information
used in his/her work.

Answer i) By writing a bibliography

ii) By writing a footnote

16. State two examples of a general reference book

Answer: i) encyclopedia

ii) Dictionary

iii) Biographical dictionary

iv) Yearbook

v) Hand book

vi) Atlases

17. The classification system serves as a kind of map a library's holdings. State the chief

purpose of a classification system.

Answer: To organise library material and keep an inventory of what is stocked in the

Library.

18. State two examples of a general reference book

Answer: Newspaper, magazine, journal

19. Briefly explain the function of at least FOUR library sections.

Answer: i) CIRCULATION SECTION

- The Circulation Section is the backbone of the Library

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- Registers new members, issues borrowers cards and renews membership cards etc.

- issues and receives reading material, to and from the members only

- Collects delay fines for overdue books

- Settles cases regarding the books lost or damaged by the members

- Issues the Library Clearance Certificates

- Checks incoming and outgoing materials thoroughly

- Helps the library users in finding the required material and guides them in the use of

library catalogue

- Shelves the reading material on the racks that had been returned by the borrowers
and taken from the shelves for reading.

- keeps statistics of daily transactions

ii) Reference section

- Holds reference books including encyclopedias, dictionaries, yearbooks,

handbooks, almanacs, directories, biographies, atlases, gazetteers, indexes,
quotation books, bibliographies, accession lists, guides, maps etc.
- The reference materials can only be utilized within the library and cannot be
borrowed.

iii) Serials/ Periodicals

- Is the source of current and latest published information for the library users and it
is very useful in research work.
- It acquires and displays journals and magazines on almost all subjects as well as
newspapers.

iv) Short loan section

- Contains limited but important library material which it loans out for a specific
short period of time.

v) Binding section

- is responsible for binding material and reconstructing torn or damaged materials like
book pages.

vi) Special collection

- A section where very special library materials are kept. Access to this section is
restricted to only those authorised by library officials and it is used for research
purposes.

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 - This is where research thesis and dissertations are found.

20. Define the following terms:

i) Catalogue

ii) Bibliography

iii) Footnote

iv) Plagiarize

v) Periodical

Answer: i) Catalogue

- It is an organised set of bibliographic records which shoes what is housed in the

library.
- It helps the library user locate books easily and helps the sere know what is
available in the library.
- One can search through the use of Author, Title and Subject search.

ii) Bibliography

- Is a systematic description of books as to authorship, year of publication, title,

edition, town of publication and publisher.
- Alphabetical order determines the order of books.

Example

BIBLIOGRAPHY

Bwalya, M (1999). ELECTRICAL ENGINEERING. London: Oxford Press.

Chama, K (2006). INDUSTRIAL PRACTICE. Lusaka: Unza Press.

Mukelabai, D.M (2016). COMMUNICATION SKILLS. New York: Hutchison.

iii) Footnote

- Is a note at the foot of the page and it is usually smaller font than the text.
- It helps the writer to indicate authority, reference and further elaboration.

iv) Plagiarize

- This is an act of reproducing someone’s work as your own word for word, without
acknowledging that you have done so.
- It is a serious offence.
- It is also known as academic theft.

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v) Periodical

- is a regularly issued publication such s newspaper, magazine, journal etc.

- they are very important to library users because they contain latest information.

BASIC TECHNIQUES OF SUMMARIZING

1. Define the terms note taking and note making.

Answer: note taking is writing of notes from a spoken source in abbreviations and
symbols so that they make complete sense while note making is defined as writing
of notes from a written source in abbreviations and symbols so that they make
complete sense.
2. Briefly explain at least FIVE guidelines for note taking.
Answer:
(a) Before the session
- Make sure you have enough papers and pens.
- You should know the context of the session where you may be required to take
notes. Is it a seminar, lecture or mere discussion?
(b) During the session
- List main points of the presentation at the beginning of the session.
- Do not write all the time but take time to listen for complete points before writing.
- Listen very carefully and question later.
- Distinguish between new points and repetition.
- Be selective by only recording main points and relevant ideas.
(c) Speaker
- If possible get to know the presentation style of the presenter such as speed,
audibility, emphasis of main points.
(d) Layout of notes
- Take note of the time, date, speaker and subject.
- Leave plenty of space when writing as this may allow any additions later on.
- Use conventional abbreviations that you cannot forget.
- Divide your notes appropriately by putting headings, and sub headings and
numbered points.
(e) After the session
- Rewrite your notes in a clear lay out.
- Relate what you have written to your rough notes.
- Compare or share your notes with others if subject is difficult.
- Add comments or points of your own if possible.
- Check for correct spellings and grammar.
3. Define summary.
Answer:
A summary is a shortened passage, which retains the essential information
of the original. It is a fairly brief restatement .i.e. in your own words of the contents
of the passage.

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 4. Define prose.

Answer:
Prose is the form that most creative writing takes on in genres of essays, articles, short stories or
a summary. It is basically any writing in continuous sentences and in paragraph form.

5. What is paraphrasing?
Answer:
Paraphrasing means to completely express other people’s ideas in your own words.

6. Convert the following diagram into continuous prose summary

Vehicle

Ford Toyota

Ranger Fiesta Spacio Corolla

Answer:

Vehicles

There are different types of vehicles in different makes such as Ford and Toyota has different makes
such as Corolla and Spacio whereas Ford has a number of models such as Ford Ranger and Ford Fiesta.

• When you are asked such as question begin by studying the information in the diagram or notes
given

• After understanding the information write the TITLE first

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 • Develop the ideas into meaningful form by writing continuous and sensible sentences usually in
one short paragraph

• Check for spelling, punctuation and correct grammar

• Avoid irrelevant points

• Your prose must not lose the original information presented in the question

TYPES OF COMMUNICATION

7. Give five advantages and five disadvantages of oral, written and non-verbal communication.

Oral

Advantages

1. Instant feedback

2. Easy to correct when mistake in communication is made

3. Quick and time saving

Disadvantages

1. Because it is interactive there is a possibility of conflict arising

2. It gives little time to prepare resulting in errors

3. No record is kept

4. It puts pressure on both the speaker and listener i.e. shyness, stammering because of its physical
interactive nature.

5. It discriminates the deaf

Written

Advantages

1. It gives chance to the sender to critically analyze the message before sending.

2. It keeps a permanent record

3. It gives chance to the receiver to critically analyze the message before responding

4. It serves as evidence

5. It is easy to remember written information than spoken information and if forgotten one can read
the information again.

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 Disadvantages

1. It is costly

2. It does not support social interaction

3. The message may be lost in transit

4. It discriminates the illiterate people who cannot read or write

5. It is not as fast as oral communication (Lacks speed)

Non Verbal

Advantages

1. It is not easy to deceive through non-verbal means

2. It is cheap

3. Can be used by anyone with no restrictions

4. It is flexible

5. It supports verbal communication

Disadvantages

1. It may offend others who may interpret the message wrongly because it is not conventional

2. It is difficult to use in the dark

3. No permanent record is kept

4. One non-verbal cue have multiple meanings resulting in miscommunication

5. Cannot effectively convey the message when two people communicating are in totally different
geographical locations.

• You can also use the same points on advantages above to respond to a question requesting you
to state the IMPORTANCE of written, oral and nonverbal communication.

8. With the aid of a diagram, briefly explain the communication process

Answer

• Even before you do anything bear in mind that the communication cycle has SIX major stages

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 • Draw your diagram and label it correctly

• After that explain stage accordingly as in the answer below

Message
Feedback
Received

Message
Message
Interpreted
Encoded

Medium Message

Selected Received

1. MESSAGE CONCIEVED

At this stage the sender initiates the message (thinks of what to say)

2. MESSAGE CREATED (ENCODED)

The sender then develops the raw message initiated into meaningful form taking into consideration
the needs of the recipient (i.e. level if knowledge, relationship with the sender, language understood
by both etc.), grammar, and appropriate medium that is going to enable the message to be sent
effectively.

3. MEDIUM SELECTED

After developing the message into meaningful form the sender then selects a medium that is going to
enable the message to be sent effectively.

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4. MESSAGE RECEIVED

The receiver gets the raw message from the sender

5. MESSAGE INTERPRETED (DECODED)

The receiver then interprets the message into meaningful form and understands the message. Failure
to interpret the message correctly may lead into breakdown of communication

6. FEEDBACK

This stage completes the cycle and it is simply the response given by the receiver back to the sender of
a message.

9. Briefly explain the importance of the following in communication:

i) Encoder

ii) Medium

iii) Decoder

iv) Feedback

Answer:

i) Encoder - initiates and sends the message

ii) Medium - Means through which a message is passed

iii) Decoder- Receiver of a message who interprets it correctly

iv) Feedback- Response given back

- Completes the communication cycle

10. Identify at least EIGHT factors that can influence the choice of medium by the sender of a

Message.

Answer:

1. COST OF MEDIUM

- A cheaper medium may be more convenient compared to a more expensive one

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 2. DISTANCE

- If the recipient is in a far of place then it would be wise to choose a medium that is
able to bridge the gap of distance i.e. phone, letter and so on.

3. CONFIDENTIALITY

-if the message is confidential then a medium that is going to ensure confidentiality
would be ideal for you.

4. URGENCY

- If the message is urgent then it would be important for you to consider a medium

that will ensure that the message is delivered as quickly as possible

5. RELATIONSHIP

- Certain media may not be inappropriate when communicating to certain people

depending on the relationship between you and the receiver. Others may signify
respect, impoliteness, anger, lack of regard and so on.

6. RESOURCES

- Availability of resources or facilities available will determine which medium is

chosen over the other i.e. phone, internet, fax machine and so on.

7. WRITTEN RECORD

- Written communication carries more authority and proof

8. TIME OF DAY

- This is important especially when communicating with people in overseas

countries

11. Briefly explain what is meant by the term "Effective Communication.'

Answer:

It is any kind of communication that has met the intended objective where both the speaker and
receiver have mutual or common understanding of the information shared.

12. Briefly explain the meaning of the term, ‘Communication Barrier.'

Answer:

A communication barrier is anything that prevents effective communication from taking place

13. List any FIVE (5) barriers to effective communication.

Answer

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 i) Difference in language

ii) Strong Emotions i.e. anger, sadness, too excited

iii) Lack of interest

iv) Lack of expression

v) Differences in perception

vi) Noise

vii) Lack of knowledge

viii) Prejudgment

14. Identify any FIVE (5) barriers to effective communication and give a practical

solution to each barrier

Answer

i) Differences in language

Solution: Hire an interpreter, use nonverbal communication or choose a common

language between sender and receiver

ii) Strong Emotions i.e. anger, sadness, too excited

Solution: Always maintain a level headed approach when communicating

Do not be influenced by emotions

iii) Lack of interest

Solution: Always have interest in listening and talking whenever needed to do so.

iv) Lack of expression

Solution: Be expressive and say things as they should be without fear, intimidation

and prejudice but be courteous

v) Differences in perception

Solution: Be objective and be willing to look at things from different perspectives

as well

vi) Noise

Solution: Choose a place that is quiet in order to effectively listen

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 viii) Lack of knowledge

Solution: Be prepared to learn always and gain knowledge on different subject matter. If you
do not know be prepared to listen.

vii) Prejudgment

Solution: Be objective and do not judgmental before listening

15. Identify THREE (3) physiological and THREE (3) psychological barriers to communication.

Answer: physiological/ physical barriers

i) Differences in language.
ii) Noise.
iii) Distance.

Psychological barriers

i) Lack of interest
ii) Differences in perception
iii) Prejudgment
iv) Strong emotions

16. Identify THREE sender oriented and THREE receiver oriented communication barriers and briefly
explain how the identified barriers can be overcome.

Answer: Sender Oriented Barriers

i) Differences in language
Solution: Hire an interpreter, use non verbal communication or choose a common language
between sender and receiver.

ii) Strong Emotions i.e. anger, sadness, too excited

Solution: Always maintain a level headed approach when communicating
Do not be influenced by emotions

iii) Lack of expression

Solution: Be expressive and say things as they should be without fear, intimidation and
prejudice but be courteous

iv) Noise
Solution: Choose a place that is to effectively listen

v) Prejudgment
Solution: Be objective and do not judgmental before listening

Receiver Oriented Barriers

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 i) Lack of interest
Solution: Always have interest in listening and talking whenever needed to do so.

ii) Differences in perception

Solution: Be objective and be willing to look at things from different perspectives as

iii) Differences in language

Solution: Hire as interpreter, use non verbal communication or choose a common language
between sender and receiver.

iv) Strong Emotions i.e. anger, sadness, too excited

Solution: Always maintain a level headed approach when communicating
Do not be in. If influenced by emotions

v) Lack of expression
Solution: Be expressive and say things as they should be without fear, intimidation and
prejudice but be courteous.

vi) Noise
Solution: Choose a place that is quiet in order to effectively listen.

vii) Prejudgment
Solution: Be objective and do not judgmental before listening

viii) Lack of Knowledge

Solution: Be prepared to learn always and gain knowledge on different subject matter. If
you do not know be prepared to listen.

17. With valid examples briefly explain the features of the following flow and direction in
communication.

i) Downward

ii) Upward

iii) Horizontal / lateral

iv) Diagonal

v) Grapevine

Answer:

1. Downward Flow of Communication:

- Communication that flows from a higher level in an organisation to a lower level

- In other words, communication from superiors to subordinates in a chain of command

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- This communication flow is used by the managers to transmit working related information to the
employees at lower levels

- Employees require this information for performing their jobs and for meeting the expectations of
their managers

Examples:

Organizational publications, circulars, letters to employees, group meetings etc. are all examples
of downward communication.

2. Upward Flow of Communication

- Communication that flows to higher level in an organisation is called upward communication.

- It provides feedback on how well the organisation is functioning.

- The subordinates use upward communication to convey their problems and performances to
their superiors

Examples:

- Grievance Redress System

-Complaint and Suggestion Box

- Job Satisfaction Surveys

- Reports made by low level employees for reviewing by higher level management

- Letters from employee

- Employee-manager discussions and meetings

3. Lateral/Horizontal Communication:

- Communication that takes place at same levels of hierarchy in an organisation

- Communication between peers, between managers at same levels or between any horizontally
equivalent organizational members.

Examples

- Discussion between members of the organisation at the same level

- Meetings

- Consultation from people at the same level

4. Diagonal Communication

- Communication that takes place between a manager and employees of other workgroups

- It generally does not appear on organizational chart

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 - For instance-to design a training module a training manage interacts with an operation personnel
to enquire about the way they perform their task.

Examples

- Communication in a workgroup on a particular task where hierarchy is not important but the
objective

5. Grapevine

- Communication based on rumors, distortion and unofficial channels of communication.

Examples

- Gossip in the corridors

- Discussion of unconfirmed information

- Rumours

18. Identify advantages for each of the following flows and direction of communication:

i) Upward Communication

ii) Downward Communication

iv) Grapevine

Answer: i) Upward Communication

- Subordinates use upward communication to tell how well they have understood the
downward communication.

- Employees are given a chance to raise and speak dissatisfaction issues to the higher
levels

- Managers get to know about the employees feelings towards their jobs, peers,
supervisor and organisation in general. Managers can thus accordingly take action for
improvement

ii) Downward Communication

- It helps in providing feedback on employees’ performance

- Means through which job instructions can be given out to subordinates

- Providing a complete understanding of the employees job as well as to to

communicate to them how their job is related to other jobs in the organisation.

iii) Horizontal Communication

- It is time saving

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 - It facilitates co-ordination of the task

- It facilitates co-operation among team members

- It provides emotional and social assistance to the organisational members

-it helps in solving various organizational problems

- It is a means of information sharing

- It can also be used for resolving conflicts of a department with other

department or conflicts within a department

IV) Grapevine

- It builds social relationships

- It is the fastest way of having information spread

- It helps neutralize the existence of hierarchy barriers that affect

communication

- It enables managers assess themselves

19. State the purpose of the following:

i) Horizontal communication

ii) Upward communication

iii) Downward communication

• It is important to take note of the KEY word in the question. DO NOT confuse the terms PURPOSE
and ADVANTAGES.

• In this case we are looking for purpose or aims of the respective flow of information.

Answer

i) Horizontal

- To co-ordinate tasks.

- To ensure co-peration among tea members.

- To provide emotional and social assistance to the organisational members.

- To solve various organisational problems

- To share information

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 -It can also be used for resolving conflicts of a department with other department or
conflicts within a department.

ii) Upward

-It express grievances

- To seek information

- To give feedback on progress on a task

- To give suggestions to management

iii) Downward Communication

- To inform employees

- To give feedback on employee performance

-To give instructions

- To discipline disobedient employees

20. Identify the disadvantages of Grapevine.

Answer

- It can lead to distortion of information

- It can bring about tension

- It can cause fear in the people

- It can bring about conflicts in the organisation

- It can undermine the established channels of communication

- It can bring about anxiety

- It can lead to hatred and low morale among workers

21. If you were a manager and you tolerated the grapevine to some extent in your

organization. Identify FOUR reasons you can give to support the benefits of Grapevine in
organizational communication.

Answer

- It builds social relationships

- It is the fastest way of having information spread

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 - It helps neutralize the existence of hierarchy barriers that affect communication

- It enables managers assess themselves

22. Differentiate between external and internal communication in an organisation

Answer: Internal communication is communication within an organisation while external

communication is communication that comes and goes to other organizations. Both can be
either oral or written

23. List FIVE (5) means for each of the following types of communication in an organisation:

i) Internal Communication

ii) External Communication

Answer

Internal Communication)

ORAL

i) Phone

ii) face to face discussion

iii) Intercom

iv) Presentation

v) Meeting

WRITTTEN

i) Memo

ii) Reports

iii) Notice

iv) Staff Newsletter

External Communication

ORAL

i) Telephone

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 ii) Meeting

iii) Marketing Seminar

iv) Consultancy

vi) Dealing with customer queries

vii) Adverts

WRITTEN

i) Brochures

ii) Adverts

iiI) Advert in print medium

iv) E-mail

v) Letters

vi) Report

vii) Fax

ii) Questionnaires

24. Define the following communication terms.

i) Rx

ii) Interference
iii) Para-language
iv) Turn Taking
v) Haptics
vi) Chronemics
vii) Proxemics
viii) Kinesics
Answer: i) RX
- Receiver of a message
- Also known as decoder

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 ii) Interference
- Something that hinders, obstructs, or impedes communication
iii) Para-language
- Non-verbal elements in speech, such as intonation, speaking tempo, vocal
pitch that may affect the meaning of an utterance
- features that accompany speech and contribute to communication but are
not considered part of the language system, especially vocal features, as

iv) Turn Taking

- Turns allocated to speakers when they have a conversation
v) Haptic communication
- Study of touch in non-verbal communication
vi) Chronemics
-Study of time in non-verbal communication
vii) Proxemics
- The study of physical distances between individuals in different cultures and
situations when communicating
viii) Kinesics
- The study of non-verbal bodily movements, such as gestures

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 COMMUNICATION NETWORKS

NETWORKS/PARTERNS OF COMMUNICATION IN ORGANISATIONS

1. Briefly explain the meaning of the term 'Communication Network.'

Answer:

- A Communication Network is an organisation is the system which acts as a nervous

system of the organization’s communication flow and direction.

- Networks are also known as Communication Patterns and they are another aspect
of direction and flow of communication in organizations

2. Identify FOUR main functions or significance of a communication network in any organisation.

Answer

1. Providing the means of coordinating the activities of individuals, relationships,

groups and other subunits within the organisation

2. Providing mechanisms for directing the activities of the organisation as a whole

3. Facilitating the exchange of information within the organisation

4. Ensuring the flow of information between the organisation and external

environment in which it exists.

5. Communication networks in an organisation may affect the group completion of

the allocated task on time.

6. They may influence the group members' satisfaction from occupying certain
positions in the network

3. List ANY FIVE communication networks that may emerge in any organisation.

Answer:

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 i) Chain Network

ii) Wheel Network

iii) Circle Network

iv) Star Network

vi) All Channels Network

4. Identify the FIVE contexts of communication.

Answer: i) Intra personal communication- within self.

ii) Inter personal communication- between persons.

iii) Group communication – within a group.

Iv) Mass communication- very large group of people.

v) Visual communication. Use of visual aids

5. State THREE purposes of using horizontal communication.

Answer: i) helps in solving various organisational problems

ii) means of information sharing.

iii) Facilitate co-operation among team members

6. Identify the similarities of the following networks of communication star and circle network and
wheel and chain network.

Answer

i) Star and Circle Network

- Both allow freedom in communication and participation in decision making by members of the
organisation

ii) Wheel and Chain Network

- Both are highly centralized an decisions are made by the central figure

7. Identify THREE advantages and THREE disadvantages of the following types of networks:

i) Chain Network

ii) Wheel network

iii) Star Network

iv) Circle Network

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Answer: Chain Network

Advantages

- There is accurate information

- There is high level of order in communication

- Quick way of communicating

Disadvantages

- Lower members of the organisation have limited freedom to participate in decision making.

- Highly centralized

- Members are demoralized because they do not participate in decision making.

Wheel Network

Advantages

-accurate

- provides job satisfaction

- effective

Disadvantages

- lacks efficiency

- highly centralized

-other members are restricted in communicating directly to each other

Star Network

Advantages

-Adaptable

-provides job satisfaction

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- democratic

Disadvantages

-it can lead to grapevine

-it lacks accuracy

- some decisions may take long due to freedom in decision making by all members

Circle Network

Advantages

- adaptable

- provides job satisfaction

-members are free to participate in decision making

Disadvantages

- it is not very efficient

- it lacks accuracy

SPEAKING AND LISTENING SKILLS

1. Briefly explain the meaning of "Effective Communication."

Answer

- Effective communication is communication that achieves the intended objectives of both the
speaker and the listener in communicating a message or idea.

- It involves a clear understanding and required results for any communication that takes place for
both the speaker and the listener.

2. State the importance of effective communication

Answer

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- Effective communication helps us achieve the intended objectives for our communication with one
other.

3. Speaking and listening skills are very important in effective communication. Identify any FIVE
guidelines of effective speaking skills.

Answer: i) Clarity

A good speaker must speak clearly. Your language should be simple and your
material organised so that it can easily be followed

ii) Accuracy

You should also make sure that the words you use say exactly what you mean

iii) Courtesy

Always try to be courteous and friendly. Always be calm no matter what your state of
emotions

iv) Sincerity

This means being natural. Do not put an act by changing your accent or being stiff depending on
situations

v) Eye contact

Eye contact helps to show interest, sincerity and confidence of the speaker

vi) Appearance

How you look can affect how well others understand you. Your appearance reflects y
our 'self-image.' since your listeners cannot help but notice your appearance they will
receive miscommunication from the way you dress and your general grooming. Most
of us judge a speaker even before they speak.

viii) Posture

Good posture is also important. An erect posture shows that you are alert and confident

viii) Pitch

A person whose voice has a high pitch may sound him or squeaky or shrill. A person with
a low pitch will sound deep or throaty. So having a balanced pitch is ideal

ix) Audible

Your voice should be audible to those you are speaking to.

x) Diction and accent

30
 Diction is the way in which you say or pronounce words. To some extent it is
influenced by accent. So a good diction and accent will make your message understood
clearly.

xi) Speed

Speak a speed appropriate to the audience and the nature of the urgency of the
message. You should also make use of pauses.

xii) Tone

Your tone greatly affects the way in which your message is received. Make use of a tone
that conveys your message as intended.

N.B: You can also divide these skills above based on vocal qualities (i.e. tone, pitch,
tone, audible) or personal qualities (i.e. posture, appearance, relaxation, eye contact,
courtesy.

4. Identify any FIVE guidelines to effective listening

Answer: i) Be prepared to listen

Try to concentrate more on what the speaker is trying to say than

what you want to say.

ii) Be interested

Always show interest when listening

iii) Keep an open mind

Do not be prejudicial in your conversations. This means that you do not take
offence or insulted or show no interest if the speaker says something that is
at variance with your beliefs. This also means not attaching much the way a
speaker appears and the way you consider their message.

iv) Listen for the main ideas

This will make it easier for you to understand what the speaker is trying to
convey.

v) Listen critically

Weigh up whatever the speaker is saying. This can help you distinguish
important and un important information. facts or opinions etc.

vi) Avoid distractions

31
Avoid anything that will make you lose concentration or attention

vii) Take notes

If there is information that needs to be recorded take notes

viii) Encourage the speaker

Give encouragement to the speaker by giving favorable responses as the s

speaker is taking i.e. nodding your head if you are in agreement or any other
short responses to show you are concentrating.

ix) Reflect back

it is always good to reflect back on what the speaker said. This can reinforce
our clear understanding of the message given to us by the speaker.

x) Hold back

Avoid interrupting the speaker. Always hold back and give chance to the
speaker to finish speaking before you can speak.

32
 INTRODUCTION TO GRAMMAR

1. Define the term grammar.

Answer:

Grammar is the set of structural rules that governs the linguistic behaviour of people in any given
natural language

2. Briefly explain the significance of grammer in communication

Answer: i) Grammar is important, because bad grammar can make communication

impossible sometimes. You may find that sometimes someone says
something to you in such bad grammar that you may not understand what
he/she has said.

3. With valid examples identify the parts of speech in English

Answer

1. Nouns man, town, music (a noun is a naming word)

2. Adjectives a, the, big (an adject is a modifier of a noun)

3. Pronouns you, ours, some, it, he, she, them (a pronoun is a word standing in place of a
noun)

4. Verbs be, have, do, work, walk, and laugh (a word denoting action)

5. Adverbs loudly, well, often (a word that modifies a verb)

6. Prepositions at, in, on, from (a word showing relationship)

7. Conjuctions and, but, though, while (joining words)

8. Articles the, a, an

4. Identify TWO adjectives, Nouns, Prepositions and Verbs in the sentence:

An intelligent and committed team of engineers has been working on the building for the past two
days without sleeping.

33
 Answer: i) Adjectives committed, intelligent Nouns team, engineers building
prepositions for, of, on verbs sleeping, working.

5. A sentence is defined as a set of words that contain:

a. Subject (what the sentence is about, the topic of the sentence)

b. a predicate (what is said about the subject)

However, there is an exception with the imperative verb which usually does not include a subject.

Construct THREE sentences using the imperative verb form

Answer:

1. Stop

2. Silence

3. Keep left

4 Wait a minute

N.B All the three sentences do not have a subject but just the predicate (action to be performed)
The imperative form is widely used when giving instructions.

6. A sentence can either be in passive form or active form. Construct TWO sentences in the active form.

Answer: ACTIVE SENTENCES

1. The professor teaches the students

2. John washes the dishes

N.B In active sentences, the thing doing the action is the subject of the sentence and the thing
receiving the action is the object. Most sentences are active.

[Thing doing action] + [verb] + [thing receiving action]

PASSIVE FORM

1. The students are taught by the Professors

2. The dishes are washed by John

N.B In passive sentences, the thing receiving the action is the subject of the sentence and the thing
doing the action is optional included near the end of the sentence. You can use the passive form if
you think that the thing receiving the action is more important or should be emphasized. You can also
use the passive form if you do not know who is doing the action.

[Thing receiving action] + [be] + [past participle of verb] + [by] + [thing doing action]

34
 INTRODUCTION TO TECHNICAL ENGLISH
1. Briefly explain what is meant by the term "technical language."

Answer:

This is the language used by professionals such as engineers, doctors, accountants and so on
to define and describe processes or operations or even use of technical terms when giving or
receiving instructions in the workplace.

2. State the importance of technical language (or technical English) in industry.

Answer:

-It is used to describe various technical objects or processes.

-It is also helpful in giving or receiving instructions, sharing work related ideas, passing or
information, writing reports and so on.

3. Classify the following technical objects.

i) Hammer

ii) Screw driver

iii) Pen

iv) Thermometer

v) Hacksaw

vi) a bottle

Answer

i) Hammer-hand tool

ii) Screw driver - hand tool

iii) Pen-writing instrument

iv)Thermometer- measuring instrument

35
 v) Hacksaw - Cutting tool

vi) A bottle - a container used for storage of liquids

N.B When you are asked to classify mention the class in which the object belongs and
indicate the use as well.

4. Give a full description of the following technical objects.

i) Hammer

ii) Screw driver

iii) Thermometer

Answer

When answering such a question consider the following:

1. Draw the diagram of the objects

2. Label the key parts or components

3. Define the object clearly

4. State the composition of the main components

of the object.

5. Give the size of the object

6. Describe the shape i.e. does it resemble a letter, a figure or number etc.

7. Add any other points which you consider important e.g. colour, weight.

GIVING AND RECEIVING INSTRUCTIONS

1. Briefly explain the meaning of the term "Instruction."

Answer: An instruction is a direction or order on how things should be done

2. State the importance of instructions in the work place

36
 Answer

i) They help us have things done in the manner we want them through others

ii) They enable us perform certain tasks in a uniform manner as required by the instructions

iii) Instructions can helps know how to perform a particular task

iv) They make work operations easier and efficient in the workplace

3. Identify at least FIVE qualities of good instructions.

Answer

i) They must contain simple and understandable language

ii) They must have intended objectives

iii) They must be complete

iv) They must not be ambiguous (must not have multiple meaning)

v) They must follow logical order or sequence

vi) They must be brief and to the point

vii) Good instructions should use the imperative verb

viii) Should not have repetitions

4. As a supervisor construct THREE instructions meant for safety in your laboratory or workshop

Answer

Workshop

1. Check entrance to place of work

2. Overalls and boots to be worn in the workshop

3. Do an act of safety

Laboratory

1. Always wear protective attire

2. Caution: Hazardous substance

37
 3. Read instructions carefully

INTRODUCTION TO REPORT WRITING

1. Define the term report.

Answer: i) A report is an account given or opinion formally expressed after

investigation or considerations.

2. State FIVE purposes of reports.

Answer:

1. Analytical - this is where you analyze a problem. To analyze is to break or divide

into pieces.

2. Some give results of experiments

3. Some give results of a survey and investigation

4. Some tell the owner progress being made in the business.

5. To report on periodical matters.

3. Identify THREE major formats of report writing.

Answer:

i) Schematic format

ii) Memorandum format

iii) Letter format

4. Briefly explain the following parts of a schematic report.

i) Name of organisation

ii) Title

38
 iii) Terms of Reference

iv) Procedure/Methodology

v) Findings

vi) Conclusion

vii) Recommendations

viii) Designation

ix) Date

Answer

i) Name of organisation - Name of the organisation

ii) Title - Summary of what the report is about

iii) Terms of Reference - This is the introduction of the report and it answers the
following questions:

1. Who requested for the report

2. When the report was requested for

3. What the report is about

iv) Procedure/Methodology -Methods used to collect information i.e. observation,

interviews, consultation, survey etc.

v) Findings - Here the outcomes or results of the investigation are presented

vi) Conclusion - conclusion is a summary drawn from the information gathered and
should be stated briefly

vii) Recommendations- Recommendations are solutions to problems that have been

identified in a report.

viii) Designation - Title of the person writing the report. E.g. Head of Department

ix) Date: the date the report was compiled

5. With regard to report writing, briefly explain what a letter of transmittal refers to.

Answer

39
 A letter of transmittal is a letter that accompanies a report or a letter used to transmit a
schematic report.

6. Briefly explain the major parts of schematic report

Answer

A schematic report should have the following components

A. Name of the organization

B. A title (summary)

C. Terms of reference - this is an introduction of the report. This should include:

a) Who requested for the report e.g. "At the request of the
Production Manager the report is hereby being
presented...." OR
"As directed by the Board of Directors, a report on..... is
hereby being presented etc.

b) The specific area or field to be covered by the report e.g.

to inquire into present salaries and conditions of
service.

c) The date on which the instruction to prepare the report

was received e.g. "the request was made on 7th
Feb, 2005.

D. Procedure - these are the methods you have used to collect information or data on a
particular problem mentioned in your terms of reference. This is the
investigation to gather information. Some of methods
Include: method of

a) Experiment - you may carry out an experiment on a

particular machine in order to obtain information.

b) Observation - you may observe how the particular machine

operates etc.

c) Interviews - you may interview the people concerned or who

were present when something happen so that you can get first -
hand information.

d) Survey) these are market surveys, land, soil surveys. Normally,

surveys are conducted through questionnaires.

e) Consultation - this where you consult the expert in a

40
 experience

f) Research - this is reading of books, magazines, newspapers etc.

on a given topic being investigated

E. Findings: Here the findings of the investigation are presented. This will be the
longest section and there should be appropriate divisions (sections,
chapters) with sub divisions.

F. Conclusion: Conclusion is a summary drawn from the information gathered and

should be stated briefly. No personal opinion or experience should be
written as this will make the report to be biased.

G. Recommendations: Recommendations are solutions to problems that have been

identified in a report.

NB A specific numbering system may be used

H. Signature: You are supposed to sign the report.

I. Designation: Title of the person writing the report E.g. Head of Department

J. Date: the date the report ease compile

7. You are the Safety Manager at Konkola Copper Mines where in the last year there has been
an increase in the number of accidents at K.C.M. The Chief Executive Officer has tasked you
to investigate the cause of these high levels of accidents and present a report with
recommendations.

TASK

Write schematic report

41
 KCM
REPORT ON SAFETY

1.0 TERMS OF REFERENCE

As requested by the Chief Executive Officer on 20th August, 2017, an investigation has
been undertaken into the cause of accidents in the company over the year ended 31st
July, 2017.

2.0 PROCEDURE

2.1 An analysis was undertaken of all reports during the period under review.

2.2 A detailed survey of the premises was undertaken by Safety Officers.

2.3 Consultations were held with Union representatives, all levels of management,
safety Committee.

3.0 FINDINGS

3.1 ANALYSIS OF REPORTED ACCIDENTS

Indications show that accidents during the past year had one or more of the following
causes in common:

3.1.1 Unsafe equipment. There have been four accidents caused by faulty equipment,
one of them very serious.

3.1.2 Failure to comply with safety regulations. Some employees are still reluctant to
use safety equipment or follow regulations which they often consider reduce the
speed of work thus diminish bonus earnings.

3.1.2 Failure to comply with safety regulations. Some employees are still reluctant to
use safety equipment or follow regulations which they often consider reduce the
speed of work thus diminish bonus earnings.

42
 3.1.3 Ignorance. Three trainees were injured because they were not fully conversant with
safety working practice.

3.2. SURVEY OF THE PREMISES

The information gathered through survey of the premises broadly shows that the
company is complying with statutory health and safety required but that improvements
are needed in the following areas:

3.2.1 Electric facilities in offices are below standard

3.2.2 Gang way have a lot of obstructions with workshop equipment and tools lying in
the way anyhow.

3.2.3 Workshop equipment is in bad state with THREE lathe machines requiring
immediate attention.

3.3. CONSULTATIONS

Consultations with union officials revealed great lapses with regard to employee
sensitization on safety matters. Most union officials still feel it's the responsibility of
management to sensitize workers on safety matters. However, management also blames
the Union for not taking a leading role to sensitize and encourage its members to abide by
safety regulations. The Safety Inspectorate complained of reluctance on the part of
departments to send their employees for Safety Workshops every month. According to the
Inspectorate, this has also contributed to ignorance on safety matters.

4.0 CONCLUSION

4.1 The quality of equipment and safety guard was poor.

4.2 Obstruction from gang ways weren’t removed

4.3 No employment awareness of the availability of and need to use safety equipment.

4.4 Management, the Union and employees worked in isolation with regard to safety issues.

5.0 RECOMMENDATIONS

5.1 Improvements to equipment. The unsafe equipment and inadequate safety guards
mentioned in 3.1.1 and 3.2.1 should receive immediate attention. More plugs are
needed to eradicate the problem of trailing.

43
 5.2 Gang ways. All obstructions should be cleared.

5.3 Coordination. More effort needed by management, the union, workers and the safety
inspectorate in coordination of safety related issues like training, workshops and
sensitization seminars.

5.4 Safety equipment and publications. Each section must have adequate supply of safety
gear like goggles, gloves etc. and the use of easily available safety posters should be
increased.

G.K NDLOVU

G.K NDLOVU

WORKSHOP FOREMAN

30th August 2016

8. Assuming you have prepared the report for attention of your Chief Executive Officer
write the letter of transmittal.

44
 KCM

KONKOLA COPPER MINES

P.O. BOX 6005

NDOLA

1st September, 2006

CHIEF EXECUTIVE OFFICER

KONKOLA COPPER MINES

P.O. BOX 6005

NDOLA

Dear Sir,

REF: REPORT ON SAFETY

Refer to the subject above. Kindly find attached the report on safety as requested.

The conclusion have been given and possible recommendations made for possible

improvement.

For any queries do not hesitate to contact me.

Yours Faithfully,

mm

45
MIKE MULONGOTI

9. You are the Secretary General for the Students Union at Northern Technical College. The
Principal has asked you with the responsibility of finding out the services offered by the
college canteen and offer recommendations.

TASK

Write a memorandum report.

Answer: MEMO REPORT LAYOUT

1. Name of the organisation

2. The words 'MEMORANDUM REPORT' clearly indicated

3. Title of sender and recipient

4. Date of the report was written.

5. Heading: should be specific and clear.

6. Introduction

• In a memo report, first person pronoun is used in the introductory paragraph.

• State who requested for the report, date report was requested and area of coverage.

• State steps taken to gather information

7. Findings

• Use sub-heading or enumeration for clarity

• Use past tense or reported speech/third person for the central body which reports on the
results of investigations.

• Here do not state conclusions or recommendations. Only facts should be stated.

8. Conclusion

• Here state the logical implications of the findings.

46
9. Recommendations

• Gives suggestions for action to rectify the problem

• Use an appropriate close or ending in the final paragraph

10. Last closing line.

• Language style in this line is in the first person pronoun.

NORTHERN TECHNICAL COLLEGE

MEMORANDUM REPORT

To: The Principal

From: Secretary - N.S.U

cc: Student Affairs

Date: 2 August 2005

REPORT ON COLLEGE CAFETERIA

On 30 July 2005 i was instructed by the Principal to investigate the services provided by the
college kitchen and submit the report. My investigations consisted of visiting the Dining Hall
during lunch time for a period of three weeks. Observing the way in which the Dining Hall
operated and the food was examined for quality and quantity. Students were also interviewed
on the concerns they had with regard to services.

DINING HALL VISITS

At lunch, everyone was able to find table space, but there were not always enough chairs. The
tables were placed fairly close together such that it was often difficult to get into a chair.

OBSERVATIONS ON DINING HALL OPERATIONS

Sanitation in the kitchen is fairly good. The waiters are smartly dressed and the premises are
clean. However, kitchen management seem not to do much with regard to the free roaming
rats spotted sometimes in the dining hall which is a source of worry for those eating in the hall
with regard to sanitation.

47
EXAMINATION OF THE QUALITY OF FOOD PROVIDED

Lunch was taken from the Dining Hall for three weeks and it was of good quality apart from lack
of variety of food and unfortunately inadequate to meet the needs of students. The food
portion was less compared to other cafeteria in town.

INTERVIEWS WITH STUDENTS

Most students interviewed complained about the lack of variety of food and the small portions
given to them. They also complained about delays in serving food once an order is made
especially during lunch time.

In conclusion the following can be noted:

1. Although the meals are well cooked, they are too often inadequate.

2. There is little diversity in food provided.

3. The seating arrangement needs urgent attention. The tables should be better spaced and
extra should be bought to cope with the mid-day rush.

4. Recruitment of additional staff in serving food so as to bring about efficiency.

5. Kitchen management should immediately put measure to eradicate the mice in the kitchen.

I hope you find report satisfactory, but if you have any queries please let me know.

DMM

D.M. Mukelabai

CORRESPONDENCE

1. Identify FOUR documents related to correspondence.

Answer

- Letter

- Memorandum

- Notice

- Fax

2. List at least FIVE main purpose of correspondence in organizations

48
Answer

• To exchange information

• To share ideas

• To gather ideas

• To inform

• To request

• To caution

• To complain

• To acknowledge

3. Briefly explain the significance of letters as a means of communication in an organisation.

Answer

i) To maintain goodwill with customers

ii) Letters can be used to inquire on goods and services.

iii) Date

iv) Salutation

v) Subject

vi) Body of letter

vii) Complementary close

viii) Signature

ix) Encl

x) P.s

xi) C.c

Answer

1. Heading - The heading of a business letter usually contains the name of the organisation
or trade mark or logo of the business (if any).

2. Address - This includes the name and full names of the person or firm. There are to
Addresses namely; Sender's address or Outer Address (name and full address of the

49
 person or firm sending the letter) and Receiver’s address or Inside Address (name and
address of the person or firm receiving the letter)Letters should be addressed to the
responsible head e.g. The Secretary, The Principal, The chairman, The Manager.

3. Date - The date is written just under the sender's address and it shows when the letter
was written. Some examples are; 28th February, 2003 or 28/02/2003

4. Salutation - This is placed below the inside address. It is usually followed by a comma (,).
Various forms of salutation are: Sir/Madam: For official and formal correspondence or
Dear Sir or Dear Madam: For addressing an individual.

5. Subject- It is a statement in brief, that indicates the matter to which the letter relates. It
attracts the attention of the receiver immediately and helps him to know quickly what
the letter is about. For example:

RE: Your order No. C317/8 dated 12th March 2003.

RE: Enquiry about Samsung Television

RE: Fire Insurance Policy

6. Body of the letter- This comes after salutation. This is the main part of the letter and it
contains the actual message of the sender. It is divided into three parts.

(a) Opening part - It is the introductory part of the letter. In this part, attention of the
reader should be drawn to the previous correspondence, if any. For example, with
reference to your letter no. 326 dated, 12th March 2003, i would like to draw your
attention towards the new brand of television.

(b) Main part- This part usually contains the subject matter of the letter. It should be
precise and written in clear words.

(c) Concluding part - it contains statement of the sender's intentions, hopes or

expectations concerning the next step to be taken. Further, the sender should
always look forward to getting a positive response. At the end, terms like thanking
you, thanking you in anticipation, with regards, with warm regards, may be used.

7. Complimentary close. It is merely a polite way of ending a letter. It must be in accordance

with the salutation. For example

Salutation /Complimentary close

i. Dear Sir/Dear Madam = Your faithfully

ii. Dear John - Yours Sincerely

iii. My Dear Ann = Truly Yours or Yours Sincerely (express very informal relations).

50
 8. Signature - it is written immediately below the complimentary close to indicate who
wrote the letter. As far as possible, the signature should legible. The name of the writer
should be written immediately below the signature. The designation is given below the
name, for example:

Yours faithfully,

(Signature)

Bwalya Mulenga

Director - Finance

9. Encl refers to Enclosures - This is required when some documents like a cheque
draft, bills, receipts, lists, invoices etc. are placed in an envelope together with the
letter. These enclosures are listed one by one. For example:

Encl: (i) The list of goods received

(ii) A cheque for K6, 000.00 ditto. Feb. 27, 2003

(Cheque No.......) towards payment for goods supplied.

10. C.c Refers to copy in Circulation -This is required when copies of the
letter are also sent to persons apart of the addressee. It is denoted as C.c for example:

C.c The chairman, Electric Supply Corporation

The Director, Electric Supply Corporation

The Secretary, Electric Supply Corporation

11. Post script -This is required when the writer wants

to add something, which is not included in the body of the letter. It is expressed
as P.S.For example: P.S. - in our offer, we provide two years
warranty.

12. State TWO similarities and THREE differences between a letter and a memorandum

Answer:

Similarities

- Both are tools of communication in an organisation

- Both have a targeted recipient or receiver

51
 Differences

- a memo does not contain physical addresses for the sender and receiver while a letter
contains both the sender and receiver’s address

-a letter has complimentary close Yours.....at the end of the letter while a memo does
not end with a complimentary while a letter can be both an internal and external
tool of communication

13. Identify the different types of letters commonly used in business.

Answer: i) Acknowledgement letter

ii) Application letter

iii) Invitation letter

IV) Acceptance of offer letter

v) Inquiry letter

vi) Quotation letter

vii) Order letter

viii) Complaint letter

N.B The format of the business letters identified above is the same, what only changes
is the information contained and this is based on the purpose of the letter.

14. Your organisation intends to send five members of staff or training at Northern Technical
College. But before that decision is made the General Manager has asked you as Training
Officer at Munali Mine to inquire on diploma courses offered by Nortec. Your inquiry
should include information on when the academic year begins.

TASK

Write a letter of inquiry to the Training Manager for Nortec as directed by the General
Manager.

Answer: Before you answer it is important to consider the following standard

layout for any business letter which is in a fully block style

52
Format of a Business Letter

NAME OF THE ORGANISATION

SENDER'S ADDRESS

DATE

RECEIVER'S ADDRESS

Salutation,

Subject:

Opening part.......................................................................................................................

..............................................................................................................................................

Main part.............................................................................................................................

..............................................................................................................................................

Concluding part..................................................................................................................

............................................................................................................................................

Complementary close

Signature

(Name)

Designation

53
 MUNALI MINE
Munali Mines

P.O. Box 6504

Mazabuka

2nd August, 2013

The Training Manager

Northern Technical College

10 Chelah Road

P.O. Box 6909

Ndola.

Dear Sir/Madam,

RE: Enquiry on Diploma Courses Offered

Refer to the subject above. We are a mining firm dealing in open pit mining. We are interested
in sending FIVE of our members of staff to pursue different engineering courses.

Our main area of interest is training at diploma level as part of our 10 year Human Resource
Development Plan. Could you, therefore, send us information on courses offered by your
institution, your quotation for FIVE students and please let us know when the academic year
begins.

Hope to hear from you soon. Thanking you!

Yours faithfully

54
John Mudenda

Training Officer

15. You are the Engineering Services Manager at Mukulumpe Engineering Services. Six months
ago your organisation ordered for Trucks from TATA ZAMBIA and payments were made
accordingly. The expected date of delivery to your firm was two months.

However, six months after payment none of the trucks were delivered. Concerned with the
situation, write a complaint letter to TATA ZAMBIA explaining the impact this delayment has
had on your operations.

Answer

MUKULUMPE ENGINEERING SERVICES

Konkola Copper Mines

P.O. Box

Chingola

4th October, 2013

The Sales Manager

Tata Zambia

P.O. Box 6080

Ndola

Dear Sir,

RE: Delayed Delivery of Trucks

Kindly refer to the aforementioned. On 2nd April, 2013 our firm placed an order of FOUR (4)
Dump Trucks from your firm. Full payment was made on 6th April, 2013 and expected delivery
within two months.

55
I would like to draw your attention to the fact that up to date none of the trucks have been
received by our firm. We will appreciate if the above tucks are delivered at your earliest
convenience to avert disruption in our planned operations.

Your prompt response will be highly appreciated. Thanking you in anticipation.

Yours faithfully,

Ben K. Komaki

16. State at least FIVE uses of a memo in an organization’s communication.

Answer: i) Communicate information

ii) Inquire

iii) Give instructions

iv) Request for something etc.

v) Notify

vi) Can also serve the function of a report in a longer form

(Memorandum Report)

vii) To remind

ix) To inform on decisions, actions etc.

17. You are the Senior Engineer in your department at Mindolo Breweries. Your firm plans to
send members of staff in your department for a tour at Kafubu water treatment plant as
part of your program to expose your staff to operations of a water treatment plant. Draft
a memo to the Administrative Officer requesting for transport. Your memo should also be
copied to the General Manager and the Engineering Services Manager

Answer

The following is a guide on the layout of a memo:

1. Name of the organisation

2. The word "MEMORANDUM" clearly written

56
 3. The items:

• TO:

• FROM:

• DATE:

4. Subject

5. Main Body

- Introduction (reference to the subject and background information)

- Details (logical sequence of ideas)

- Response Expected

6. Signature followed by name.

MINDOLO BREWERIES

MEMORANDUM

TO : Administrative Officer

FROM : Senior Engineer - Plant Engineering Section

Cc : General Manager; Engineering Services Manager

DATE : 02/11/2013

SUBJECT : REQUEST FOR TRANSPORT

Refer to the subject above. Please be informed that Technicians from our department have
been invited for a working tour at Kafubu Water Treatment Plant in Ndola Regional office on
12th November, 2013 at 09:30hrs.

The tour is aimed at exposing our technicians to water treatment operations so as to improve
our water purification in our plant. The section kindly requests your good office to assist with
transport arrangements for the said employees. The total number of employees travelling is
twelve (12).

57
Your assistance will be highly appreciated. Thanking your good office in anticipation.

Regards!

( signature)

Jacob K. Mwanza

12. You are the Finance Manager at Northern Technical College. Management plans on
increasing fees for the next academy year by 10%. This decision is based on the fact that
management intends to expand the library and build two more hostels. Write a notice to
the students explaining the justification for the increment.

Answer: A notice must have the following basic features:

1. Name of the organisation

2. The word NOTICE

3. Subject

4. Details

5. Signature following by name and designation

6. Lastly, the date

NORTHERN TECHNICAL COLLEGE

NOTICE
INCREMENT OF FEES
This notice serves to inform all students of Northern Technical College that management has
decided to increase tuition fees by 10% with effect from 1st January, 2013. This increment has
been necessitated by our plans to expand the library and construction of two more hostels.

Your usual cooperation will be highly appreciated!

Robert B. Mwansa

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FINANCE MANAGER

25 July 2012

• You can also consider using the memorandum format to write a notice. Consider the same
answer in the memorandum format.

NORTHERN TECHNICAL COLLEGE

NOTICE

TO : All Students

FROM : Finance Manager,

Cc: Principal : Training Manager

DATE : 02/11/2013

RE : HIKING OF FEES

Refer to the subject above. This notice serves to inform all students of Northern Technical
College that management has decided to increase tuition fees by 10% with effect from 1st
January, 2013. This increment has been necessitated by our plans to expand the library and
construction of two more hostels.

Your cooperation will be highly appreciated!

Regards!

Jacob .K. Mwanza

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 INTERVIEWS

1. Define the term interview.

Answer: An interview is an organised and structured conversation between two or more

people in order to obtain and give information

2. Briefly explain the significance of interviews

Answer

i) They help in providing information and are a means of expressing grievances.

3. Identify FIVE advantages of interviews.

Answer:

i) Help in disseminating information

ii) Means of seeking belief or behavior change

iii) Platform for problem solving

iv) Help in decision making

v) Interviews are a means for research and discovery of new information

4. List FIVE sources of information on jobs.

Answer

i) Newspapers

ii) Radio

iii) Television

iv) Personal Contacts

v) The organisation itself

5. Identify FIVE factors that would make an interview effective.

Answer

i) Held within the planned time (well timed)

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 ii) Both interviewee and interviewer sticking to the matter of discussion and not
diverting into irrelevancies

iii) Having controlled interaction were both parties give chance to each other to speak

iv) Both parties coming out of the interview satisfied with what they hoped to achieve.

v) Both parties knowing exactly the purpose of the interview

vi) Held in a friendly or cordial environment where no bitter arguments are present.

N.B. You can use the same points to answer a question that requires you to give factors that
would make an interview ineffective. Only that you must give the opposite (negative part) for
each point i.e. Having no controlled interaction, Either party coming out of the interview not
satisfied with what they hoped to achieve, Held i in an atmosphere that is not cordial and
friendly etc.

6. Briefly explain the nature of the following types of interviews

i) Job/Employment Interviews

- Used to select the best candidate for the job

ii) Exit Interviews

-Held by a supervisor to find out why an employee is leaving the organisation or

Department

iii) Job Appraisal Interviews

-Held to assess the work performance of a candidate by a supervisor

iv) Displinary Interviews

- Held in order to collect a member of the organisation who is believed to have

broken the rules and regulations of an organisation

v) Counselling Interviews

-Held to help a member of the organisation who has problems that are affecting
his or her work performance.

vi) Conflict resolution interviews

-Held to resolve conflicts between conflicting parties

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 vii) Grievance interviews

-These are held to hear grievances of a member of an organisation who feels

has been unfairly treated or has a problem that needs to be addressed.

7. Define the term Curriculum Vitae

Answer: It is a brief account of a person's qualification and experience that is sent

with a job application

8. Identify the FIVE major headings interviewers are interested in a curriculum vitea

Answer: Parts/Headings of a C.V that interviewers are interested in:

1. Personal details

2. Education background

3. Work Experience

4. Hobbies /interests

5. Referees

9. You have just seen an advert in the Times of Zambia where Lumwana Mine is looking for
Technicians in various fields with at least two years’ experience. You are interested in the job
and feel you must apply. Write a letter of application to Lumwana Mine.

Answer

C/O Ms. J. Banda

Kitwe Trades School

P.O. Box (s) 2000

Kitwe

4th October, 2017

The Human Resource Manager

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 Lumwana Mine

P.O. Box 609

Kitwe.

Dear Sir/Madam,

RE: APPLICATION FOR EMPLOYEMENT - WORKSHOP TECHNICIAN0

Refer to the subject above. I write to your good office to apply for the position of
Workshop Technician

I am a graduate of Northern Technical College with an Advanced Certificate in Mechanical.

Currently i am a part-time Technician at Chaparamba Breweries.

Kindly find attached copies of my academic qualifications, curriculum vitae, and

national registration card. I hope my application receives favourable consideration.

Thanking you in anticipation.

Yours faithfully,

(Signature)

Brian Mwale

10. Draft a detailed C.V to accompany the letter of application for employment

Answer:

CURRICULUM VITAE

PERSONAL DETAILS

NAME : MOFFAT

SURNAME : DAKA

SEX : MALE

DATE OF BIRTH : 1ST MARCH 1985

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PLACE OF BIRTH : MANSA

NATIONALITY : ZAMBIAN

NRC No : 202757/71/1

MARITAL STATUS : MARRIED

RELIGION : CHRISTIAN

CONTACT # : 0977 91234

EMAI L : mof.daka@yahoo.zk

EDUCATION BACKGROUND

COLLEGE: Lukasha Technical College, Kasama 2005 - 2008

HIGH SCHOOL Mpika Boys Secondary School, Mpika 2000-2004

ACADEMIC RECORDS

YEAR ATTAINMENT INSTITUTION

2008 Advanced Certificate Lukashya Technical College

2009-2010 Drill Africa Part-Time Technician

OTHER SKILLS AND PERSONAL ATTRIBUTES

• High levels of integrity and honesty

• Leadership and strong analytical skills

• Good oral and written communication

• Goal oriented

• Valid driving license

PROFESSIONAL MEMBERSHIP

• Member of E.I.Z

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• National Institute of Technologists

INTERESTS AND ACTIVITIES

• Making friends and travelling

• Listening to music

• Reading technological books

REFEREES

1) Mr. BANDA 2) DR. MUBANGA CHISHA

Department of Engineering Bank of Zambia

School of Engineering Ndola Office

P.O. Box 32 Cell: 0977 - 70011

C.B.U, Kitwe.

Cell: 091555555

3) Mr. G. NSANDA

Principal

Lukasha Technical College

Kasama.

Cell: 0976-000000

: 0967-777777

11. Identify FIVE things an interviewee must do during interviews

Answer

i) Give honest answers

ii) Must be composed

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 iii) Must listen for questions before answering

iv) Must maintain eye contact

v) Must seat upright

12. Briefly explain the Seven Point Plan of Assessment used by interviewers to assess the
suitability of a candidate for a job.

Answer: THE SEVEN POINT PLAN OF ASSESMENT

1. Physical make up/ Deportment

- This has to do with consideration of the candidate's general health and dressing

2. Attainment

-This has to do with the candidate's educational qualifications and work

experience

3. General intelligence

-The ability to answer questions in a reasonable manner and show a sound mind

4. Disposition

- Dependability or reliability of a candidate

5. Special Aptitude

- Any special skills that a candidate has

6. Interests

-Hobbies and leisure activities of a candidate

7. Circumstance

-Factors that can affect a candidate's suitability for a job e.g. domestic, financial.

13. You have been working for MEAD ENGINEERING as a Technician for the past five
years. However, recently you attended interviews at CHILANGA CEMENT for the
position of Senior Process Superintendent. After successful interviews you have been
offered the job by CHILANGA CEMENT.

Write a letter of resignation to your current employers.

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 Mead Engineering

P.O. Box 604

Ndola.

20th October, 2013.

The Human Resource Manager

Mead Engineering

P.O. Box 609

Ndola

Dear Sir/Madam,

RE: NOTICE OF RESIGNATION

I regret to write to inform your office of my resignation from the position of

Workshop Technician. My resignation is with effect from 20th November, 2013. I
have made this decision in order to pursue other career opportunities. I would also
like to take this opportunity to thank management for the opportunity given to me
to serve as a technician in the organisation.

Thanking you,

Yours faithfully,

Brian Mwale

MEETINGS

1. Define the term meeting.

Answer

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 1. A meeting is an assembly of people for a lawful purpose

2. A meeting can also be defined as a gathering of two or more people for the
purpose of discussing business.

2. State the significance of meetings.

Answer

i) To plan

ii) To inform

iii) To share ideas

iv) To educate

v) To learn

vi) To brainstorm

vii) To give feedback

viii) To resolve grievances

3. Identify the benefits one would get from attending meetings

Answer

BENEFITS OF MEETINGS

1. Informative

2. Educate

3. Platform for sharing ideas

4. Platform for decision making

5. A means for developing confidence in one's strong interpersonal communication

skills

4. Identify disadvantages of meetings

Answer: DISADVANTAGES OF MEETINGS/ OR FACTORS THAT CAN HINDER

EFFECTIVE MEETINGS

1. Time consuming

2. Costly (planning and other logistics)

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 3. Strong personalities will get their way against weaker members with regard to decision
making.

4. Everyone has to abide by Collective Responsibility even when they may not have
personally agreed with a particular decision.

5. Because of the interactive nature of meetings serious conflicts may arise

6. Meetings can either be formal or informal. Differentiate between formal and

Informal meetings.

Answer: DIFFERENCES BETWEEN FORMAL AND INFORMAL MEETINGS

1. For a formal meeting to be held there must quorum whereas an informal meeting
does not necessary need a quorum to be validated.

2. A formal meeting should have a notice and agenda sent in advance before a
meeting while an informal meeting may have a quick notice but no strict agenda.

3. A formal meeting has a proper record of what was discussed in a meeting while
an informal meeting can have its' deliberations not recorded.

4. A formal meeting is rule governed while an informal meeting does not follow
strict rules and regulations in its' conduct.

5. A formal meeting has meeting officials with defined roles while an informal
meeting may have unofficial positions with an official roles i.e. anyone can be
chairman and have overlapping roles.

6. List at least FIVE types of formal meetings

Answer

i) Board Meeting

ii) Annual General Meeting

iii) Extra Ordinary General Meeting

iv) Standing Committee Meeting

v) Ordinary Committee Meeting

7. Briefly explain FOUR types of voting during meetings

Answer: TYPES OF VOTING

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 1. by Ballot

This type of voting is conducted when a secret vote is required and each person

is entitled to one vote only where they cast a vote in the ballot box.

2. By Show of Hands

This type of voting requires members in favour of a decision to raise hands and
count them then later on count the hands of those against. The majority hands
take the day.

3. By Acclamation

In this type of voting, those in favour of the decision should say "YES" or "AYE"
while those opposing the decision should say "NO" or "NAY". The biggest
acclamation takes the day.

4. By Poll

Here members of the meetings vote based on the number of shares they have in
organisation. The more shares one has the more votes they are entitled to. It is a
common feature in board of directors meetings.

5. Proxy Vote

This is by a person authorised to act on behalf of someone in a meeting.

8. State any FIVE powers of the Chairperson of a meeting

Answer:

i) Dismiss unruly members

ii) Using casting vote to unlock the deadlock

iii) Adjourn the meeting it is impossible to maintain order

iv) Give rulings on points of order

v) Decide on validity of speakers contributions

9. State the duties of the following meeting officials

i) Chairman

ii) Secretary

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Answer

DUTIES OF A CHAIRPERSON

(i) To ensure that the meeting is properly convened

(ii) To ensure that it is properly constituted

(iii) To draw up the agenda with the secretary

(iv) Guiding the meeting through its business

(v) Lead the meeting in following the agenda

(vi) Ensure that the quorum is made

(vii) Protect weaker members from harassment when they are on the floor

(viii) Ensure members speak through the chair

DUTIES OF A SECRETARY

(a) BEFORE THE MEETING

(i) Draw up the agenda with the chairperson

(ii) Send out notice and agenda to members

(iii) Prepare necessary documents for the meeting

(iv) Prepare the venue for the meeting

(v) Deal with correspondence

(b) DURING THE MEETING

(i) Check attendance before meeting proceeds

(ii) Read minutes of the previous meeting

(iii) Take note of proceedings (take minutes)

(iv) Assist the chairperson in certain duties

(c) AFTER THE MEETING

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 (i) Write minutes in organised manner

(ii) Act on decisions

10. Define the following meeting terms:

i) Agenda

ii) Adhoc

iii) Adjourn
iv) Sine die

v) Convene

vi) Unanimous

v) Casting vote

vi) By laws.

vii) Standing orders.

viii) Collective agreement

ix) Intravires

x) Ultravires

xi) Addendum

xii) Executive

Answer:

Agenda - A list of items to be discussed at a meeting.

Adhoc - for a specific term of reference.

Adjourn - to break off a meeting for a while to resume later.

Sine Die - to adjourn without setting a date for the next meeting

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Unanimous - All being in favour

Casting Vote - This is a second vote by the chairman in order to break a

Deadlock

By-Laws - Rules regulating an organization's activities

Standing Orders - Rules and regulations governing statutory meetings like

parliament business. Decision of the majority.

Intra vires - Beyond the authority of the meeting to consider or decide

Addendum - An item added especially an appendix or supplement.

Collective Agreement - All members abide by the decision of the majority

Executive - Having the power to act upon decisions

11. Differentiate the following terms:

i) Adjourn and Sine die

ii) Adjourn and postpone

iii) Intravires and Ultravires

iv) Nem.con and Nem.dis

Answer

i) Adjourn and Sine die

-To adjourn is to break off a meeting for a while in order to resume later while Sine is when a
meeting is adjourned without setting a date for the next meeting (adjourned indefinitely)

ii) Adjourn and postpone

-To adjourn is to break off a meeting for a while in order to resume later while to postpone is to
cancel (or move) a meeting to a later date.

iii) Intravires and Ultravires

-Intravires is acting within the powers of a committee or meeting to consider or

decide while Ultravires is acting outside (or beyond) the authority of the meeting
consider or decide.

iv) Nem. con and Nem.dis

- Nem.con is a decision passed without opposition but with absentees while Nem.dis is a decision
passed without dissent or without opposition

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12. Identify two similarities and THREE (3) differences between the Chairman’s agenda and
the ordinary agenda

Answer

Similarities

-Both are meeting documents

-Both types of agenda contain the same agenda items for the meeting

Differences

- The chairman's agenda has a blank space left on the right hand side of the page meant for extra
notes for the chairman's use during the meeting while the ordinary agenda has no provision for
extra notes.

The Chairman's agenda is signed by the Chairman only while the Secretary's agenda is signed by the
Secretary.

The Chairman's agenda is for the Chairman's use only while the ordinary agenda is for the use of all
the members during the meeting.

13. You are the Secretary for the Safety Committee at Konkola Copper Mines. In two
weeks’ time the committee is supposed to meet and discuss a number of safety
issues.

TASK

As Secretary of the Committee draft a notice to all members of the committee. [Invent all
necessary details].

Answer

• Type of meeting

• Venue of the meeting

• Date of the meeting

• Day of the meeting

• Time of the meeting

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 KONKOLA COPPER MINES PLC

NOTICE

SAFETY COMMITTEE MEETING

Notice is hereby given that the Safety Committee Meeting will be held in the Board room at
9:00hrs on Monday, 28th February, 2012.

AGENDA

1. Apologies

2. Opening Remarks

3. Minutes of the Previous Meeting

4. Matters Arising

5. Adoption of minutes

6. Safety Seminars

7. Proposed Improvements in Safety Communication

8. Mine Safety Exchange Programmes

9. Any Other Business

10. Date of Next Meeting

11. Closing Remarks

Signature

Robert C. Mwanza

Secretary

15th February, 2012

• This is a good example of a notice and agenda for any ordinary meeting.

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14. You are the Secretary of Mukulumpe Mine in Chingola. Your organisation is in two
months’ time expected to hold an Annual General meeting.

TASK

As secretary of the organisation draft a notice to all the shareholders of Mukulumpe Mine.
(Invent all necessary details)

Answer

• Before you answer, take note that a notice of a meeting is always accompanied by an
agenda.

• However it is important to note that agenda items for the Annual General Meeting
Always begin with the word "TO"........

KONKOLA COPPER MINES PLC

NOTICE

ANNUAL GENERAL MEETING

Notice is hereby given to all shareholders that Annual General Meeting will be held in the Board
room at 9:00hrs on Monday, 27th February, 2012.

AGENDA

1. Apologies

2. Opening Remarks

3. To consider Minutes of the Previous A.G.M

4. To consider Matters Arising

5. To adopt minutes of the previous A.G.M

6. To consider the Chairman's Annual Report

7. To consider the Annual Financial Report

8. To appoint new Board of Directors

9. To consider Any Other Business

10. To consider Date f Next Meeting

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11. Closing Remarks

Robert .C.Mwanza

Secretary

15th February, 2012

• You must first start by mastering how to draft the Ordinary (Secretary's Agenda) for an
ordinary meeting and then develop the skill of drafting the notice and agenda for the
Annual General Meeting

15. Define the term minutes

Answer: Minutes are a record of what was discussed in a meeting.

16. Identify THREE types of minutes

Answer

i) Narrative minutes -a summary (narration) of what was discussed in a meeting.

ii) Resolution minutes -These only contain the main conclusions which were reached

at a meeting.

iii) Verbatim minutes- These are used primarily in court reporting. They are a record of
meeting proceedings word for word.

17. Briefly explain the major parts of minutes of narrative minutes

Answer

(a) Heading

The name of the organisation that held the meeting; kind of meeting; place of
meeting; date and time of meeting.

(b) Names of those present

As a matter of courtesy the chairman's name comes first.

(c) Apologies

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 Record of those unable to make it for the meeting (absent) but with reasons. Only
names are recorded and not reasons.

(d) Opening Remarks

These are remarks of the chairperson

(e) Minutes of the previous meeting

This is a record of what the secretary read out before the house with regard to the
minute recorded in the last meeting.

(f) Matters Arising

Record of any matters members raised from the minutes of the previous meeting
after being read by the secretary.

(g)Adoption of minutes

Record of who proposed and seconded the motion of adopting minutes of the previous
meeting as a true record of what was discussed in the previous meeting.

(h) Meeting items

These vary from meeting to meeting depending on what the agenda of the meeting was:

(i) Any other business

Record of any other business discussed in the meeting

(j) Date of the next meeting

Record of agreed date. It is sensible for members to choose the date convenient to them
when they would like to have the next meeting.

Closing remarks of the chairman

(l) Signatures

The secretary signs on the left hand side of the margin followed by his/her name while the
chairman signs on the right hand side of the margin followed by his /her name.

(m) Designation

This comes after the signature and name of the person who signed. It is the position of the
person who signed i.e. Secretary or Chairman.

(n) Date

Date when the minutes were prepared and signed

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• For the actual draft of narrative minutes check notes

HOPE YOU HAVE LEARNT HOW TO ANSWER

SOME QUESTIONS EFFECTIVELY.

GOOD LUCK IN YOUR ENDEAVOURS!

All rights reserved. No part of this publication may be reproduced in any

material form (including photocopying or storing in any medium by electronic
means and whether or not transmitted or incidentally to some other use of this
publication) without the express permission of the author. Copyright
Mukelabai David 2017.

© DMM 2017

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