PLUMBER LEVEL 5

CON/OS/PL/BC/01/5/A
DEMONSTRATE COMMUNICATION SKILLS
JUNE /JULY 2024
PREPRARED BY: MR. NDIEMA ISHMAEL

ENDEBESS TECHNICAL TRAINING INSTITUTE

WRITTEN ASSESSMENT ASSESSOR’S GUIDE

Note to assessor: These are suggested answers to act as guidelines.

 SECTION A (40 MARKS)

Mark all questions in this section

1. Before you approach a colleague you need to come up with a strategy. Define what is
communication strategy? (1 mark)

Communication Strategy: This is the plan of achieving the set communication

objectives.

Award 1 mark 1*1

2. Where there is more than one person, conflict is prone to happen. List two types of
conflicts in the work place (2 marks)
 Interpersonal Conflict
 Intrapersonal Conflict
 Interdepartmental Conflict
 Intragroup Conflict
 Organizational Conflict
 Intergroup Conflict

Award any two 1 mark for each correct answer 2*1

3. Human beings spend up to 70% of their live communicating. State five uses of
communication in day – to – day activities (5 marks)
 Informing: Sharing information or updates.
 Persuading: Convincing others to adopt a particular viewpoint or take action.
 Expressing: Conveying emotions, thoughts, or feelings.
 Inquiring: Seeking information or clarification.
 Collaborating: Working together with others to achieve common goals.
 Credibility
 Social interaction

Award any five 1 mark for each correct answer 5*1

4. Clients’ needs determines how you interact with them. State four ways you will use to
identify the communication needs of clients. (4 marks)
 i. Asking for any communication or information support needs
ii. Asking the clients or colleagues to advice the organization of their
communication or information needs
iii. Assess client’s/colleague’s information about language and communication
needs.
iv. Use different strategies and sources to identify the needs.
v. Asking for a minimum of two options or ways in which they can explain their
needs.
vi. Observe the colleague’s/client’s behavior and get the communication.
vii. Pay attention to the colleagues/clients when communicating.
viii. Record and report communication needs according to the workplace
requirements.
ix. Including a standard line in all correspondence in order to encourage people to
contact the organization, should they have any information
x. Considering people who are unable to read letters or any information either
blind or illiterate thus can be contacted through telephone.

Award any four 1 mark for each correct answer 4*1

5. Effective questioning techniques are used to ensure that required message is

communicated. Highlight three types of questions used to obtain information.
(3
marks)
 Open-ended questions: Questions that encourage detailed responses and promote
discussion.
 Closed-ended questions: Questions that elicit specific, often yes or no, responses.
 Probing questions: Follow-up questions aimed at exploring a topic in more depth.
 Leading questions: These questions subtly suggest a particular answer or viewpoint,
potentially biasing the respondent's response.
 Multiple-choice questions
 Hypothetical questions: These questions ask respondents to imagine a hypothetical
scenario and provide their perspective or response.
  Rhetorical questions: These questions are not meant to elicit a direct response but
rather to make a point or emphasize a particular idea.

Award any three 1 mark for each correct answer 3*1

6. Pathways of communication are established to meet requirements of organization and

workforce. Mention three types of communication pathways (3 marks)
 Upward
 Downward
 Horizontal/lateral
 Diagonal
 Grapevine/rumors/gossip

Award any three 1 mark for each correct answer 3*1

7. Written communication is one means of sending and receiving information. Highlight

four methods of written communication (4 marks)
 Emails
 Memos
 Reports
 Letters
 Notices
 Circulars
 Minutes

Award any four 1 mark for each correct answer 4*1

8. Presentation is one way of establishing credibility in an organization. State three tools

used to aid presentation (3 marks)
 Visual aids (e.g., slides, charts, graphs)
 Handouts or supplementary materials
 Presentation software (e.g., PowerPoint, Keynote)

Award any three 1 mark for each correct answer 3*1

 9. It is important to create a friendly environment during interviews. State four ways you
can use to establish connection. (4 marks)
a. Smile.
b. Establish and maintain eye contact.
c. Deliver sincere greeting.
d. Use the person’s name (interviewer’s name).
e. Listen more and talk less.
f. Check on your/mind your body postures.
Award any four 1 mark for each correct answer 4*1

10. Organizations encourages its workers to be in groups to enhance effectiveness. List three
leadership styles used in these groups. (3 marks)
a. Democratic leadership
b. Autocratic leadership
c. Laissez-faire/delegative leadership

Award any three 1 mark for each correct answer 3*1

11. Objectives and agenda for meetings and discussions are routinely set before meetings.
State four consideration in agendas/objectives of meetings (4 marks)
 Logistics i.e. the date, place and time of the meeting as well as the list
of the expected attendees.
 Objectives i.e. clearly indicate the purpose of the meeting.
 Housekeeping i.e. welcome and introductions, apologies and
approvals of the previous minutes. Any matters arising should be
dealt with at this stage.
 Items i.e. the ‘meat’ of the agenda. Each item listed must be given
a title, lead/presenter, time allocated,
 Any other business {A.O.B}
 Close i.e. the chair’s remarks on the meeting, next meeting
Award any four 1 mark for each correct answer 4*1
 12. Different approaches are used to meet communication needs of clients and colleagues.
State four approaches used to meet communication needs of clients and colleagues
(4
marks)
i. One-on-one time with the client/colleague
ii. Total respectfulness i.e. demonstrates the respect you have for a person
comprehensively e.g. using appropriate titles
iii. Writings/letters I.e. very powerful and are treated seriously.
iv. Clarification and bringing light to a situation i.e. it is important to clearly state
what you/organization wants.
v. Understanding the importance of others.
vi. Total listening i.e. this prioritizes the client/colleague and the issue at hand.
vii. Patience and calmness

Award any four 1 mark for each correct answer 4*1

SECTION B (60 MARKS)

Mark any three questions

13.
a) Special communication needs are considered in developing strategies to avoid
discrimination in the workplace. Explain five factors that affects implementation of
communication strategies (10 marks)
 People: Availability of the right and enough people to carry out the
implementation will ensure a successful implementation.
 Resources: Enough resources must be allocated to ensure a
successful implementation. This involves both financial and non-
financial resources.
 Organizational structure: The structure should be well outlined with
clear lines of authority, defined responsibilities and hierarchy.
 Systems i.e. tools, systems and capabilities in place to facilitate implementation.
 Culture i.e. the organizational culture and the general
 atmosphere of the stakeholders
Award any five 2 mark for each correct answer and explanation/example 5*2

b) There are strategies which encourage all group members to participate. Outline five
ways of encouraging participation (10 marks)

 Create a supportive environment: Foster an atmosphere of trust, respect, and

inclusivity where everyone feels comfortable expressing their ideas and opinions
without fear of judgment or reprisal.
 Set clear expectations: Clearly communicate the purpose, goals, and expectations
for participation in meetings, discussions, or activities.
 Provide opportunities for input: Actively solicit input and feedback from all
participants, ensuring everyone has a chance to contribute to discussions, decision-
making processes, and problem-solving activities.
 Rotate facilitation roles to distribute leadership and encourage everyone to take an
active role in guiding discussions.
 Acknowledge and validate contributions: Recognize and appreciate the
contributions of all participants, regardless of their seniority or status within the
group.
 Encourage active listening: Foster a culture of active listening by encouraging
participants to listen attentively to others, ask clarifying questions, and seek to
understand different perspectives.
 Provide opportunities for skill development: Offer training, workshops, or
resources to help participants develop communication, collaboration, and problem-
solving skills.
 Lead by example: Demonstrate a commitment to participation and collaboration by
actively engaging in discussions, listening to others' perspectives, and valuing
diverse viewpoints.

Award any five 2 mark for each correct answer and explanation/example 5*2

14. Effective communication techniques are required in the work place in order to meet the
communication needs of the colleagues.
a) Outline five essentials of effective communication (10 marks)
 Clarity
Be clear about the message you want to deliver. Avoid the use of big words, jargon and
slang.
Avoid unnecessary detail.
 Conciseness/Brevity
Communication should be brief. Do not include too much detail that will bore the receiver.
The message should be direct.
 Consistency
Make sure that your theme remains the same. Avoid bringing in details which are not
central to the main message.
 Completeness
Provide enough information so that the intent of the message is understood by the receiver.
Give important information such as time, date, places, quantities, dimensions etc.
 Correctness
The sender must give correct facts and express them in the correct language.
 Courtesy
We must create friendship with all those to whom we communicate. Use words such as
please, thank you, sorry, congratulations etc.
 Relevancy
Communicate only what is appropriate and relevant to the audience.
Award any five 2 mark for each correct answer and explanation/example 5*2

b) Explain five barriers to effective communication (10 marks)

1. Wrong choice of medium

The various media include; oral, non-verbal, written, visual, audio-visual.

E.g. an employee seeking for forgiveness from his supervisor would reach out well using
face to face communication rather than written communication.

2. Language Barrier

When a speaker uses language which is not familiar to the listener then language becomes a
barrier.

3. Physical barriers

e.g.:

 Noise: in factories oral communication can be difficult

 Distance: between the speaker and listener

 4. Semantic Barriers

Refers to the meaning of language used:

5. Socio-psychological barriers

It includes:

i. Attitude/perception

Perception is your view to something. Your perception determines your attitude and
negative attitude results to a barrier.

ii. Emotions

If the communicator is worried, excited, afraid, nervous, his thinking is blurred (not
organized)

iii. Closed-mind/Resistance to change

Such a person is not ready to reconsider his opinions. “I know that I know”

iv. Poor retention

v. The source of communication

If the receiver gets suspicious about the source of communication, there is a likelihood of a
barrier.
Award any five 2 mark for each correct answer and explanation/example 5*2

15. When participating in internal or external forums, presentation is relevant

a) Explain the structure of the presentation (10 marks)
 Purpose: Determine the learning objective and goal of the presentation.
Focus on the main points the audience will gain from the presentation.
 Know the audience: In terms of characteristics like age, knowledge,
background, seniority, gender etc.
 Start with a bang: Catch the audiences’ attention and provide them with
a reason to be interested in the presentation.
 Body of Presentation: Begin with the introduction, then main points
 and conclusion. All these should be directly linked to the purpose of
the presentation
 Closing the Presentation: Have a strong closing as it is the final
impression you will leave with the audience.
Award any five 2 mark for each correct answer and explanation/example 5*2

b) Outline the considerations of a presentation. (10 marks)

i. Purpose of the presentation
ii. Who is the audience? In terms of characteristics like age, gender, needs,
knowledge etc.
iii. Masterly of the content/subject
iv. Keep it simple.
v. What are the most important parts of your topic for the audience to take away?
vi. The message should be simple and clear.
vii. Make use of illustrations to support your key points.
viii. Exhibit confidence and passion about what you are presenting on.
ix. Portray a sense of friendliness and connect with the audience.
x. The presentation should orderly and logical.
xi. Time allocated for the presentation should be adhered to.
Award any five 2 mark for each correct answer and explanation/example 5*2

16.
a) Using a diagram, explain the communication process (10 marks)
  Sender: The individual or entity who initiates the communication process by
formulating and transmitting a message. This could be a person, organization, or
any source of information.
 Encoding: The process of converting the sender's thoughts, ideas, or feelings into a
format that can be transmitted as a message. This could involve choosing words,
symbols, or other forms of communication to convey the intended meaning.
 Message: The actual content or information being communicated by the sender. It
could be verbal, written, visual, or nonverbal in nature, depending on the chosen
communication medium.
 Channel: The medium through which the message is transmitted from the sender to
the receiver. This could include face-to-face communication, email, phone calls,
letters, or any other means of communication.
 Decoding: The process by which the receiver interprets and understands the
message sent by the sender. It involves extracting meaning from the encoded
message and making sense of its content.
 Receiver: The individual or audience for whom the message is intended. They
receive, interpret, and respond to the message based on their understanding and
perception of the communicated information.
 Feedback: After receiving and interpreting the message, the receiver may provide
response/reaction to the sender. This response could be verbal or nonverbal and
helps to ensure that the message was accurately understood and that any
misunderstandings are addressed.

Award any five 2 mark for each correct answer and explanation/example 5*2

b) Explain five types of interviews as used in organizations (10 marks)

 Job interviews

The interviewer who is a prospective employer wants to learn about the interviewee who is
the job seeker and vice versa.
 Information interview
Interview seeks information that will contribute towards a decision or basic understanding.
Information flows mainly in one direction.
 Persuasive interviews
One person (the persuader) tells another about a new idea/ product/ service or explains
why the other should act on the recommendations.
 Exit interviews
The interviewer usually a superior/boss tries to understand why the influence is leaving the
organization or transferring to another department or division.
 Evaluation interviews
They may be inducted to gather information on matters e.g. worker attitudes, working
conditions, managerial effectiveness, and worker plans.
 Counseling interview
The interviewer is concerned about the welfare of both the employee and the organization.
The goal is to establish the facts, convey the company‘s concern and steer the person
towards a source of help.
 Conflict-resolution interview
The goal is to bring two parties close together, cause adjustments in perception and
attitudes and create a more productive climate.
 Disciplinary interviews
A supervisor tries to correct the behavior of an employee who is flouting the organization
rules and regulations
Award any five 2 mark for each correct answer and explanation/example 5*2