SECTION A: (40 MARKS)

Answer all the questions in this section

1.

Identify FIVE forms of emotions experienced at the workplace.

2.
1. Anger
2. Happiness
3. Frustration
4. Anxiety
5. Excitement
(5 Marks)
3.

A goal has to be set in relation to organizational objectives. List THREE

reasons why we must set goals.

4.

1. To provide direction and focus

2. To measure progress and success
3. To motivate employees toward achieving targets
(3 Marks)

5.

One of your colleagues has developed low self-esteem. Outline THREE

signs of a low self-esteem person.

6.

1. Avoidance of social interaction

2. Constant self-criticism
3. Lack of confidence in decision-making
(3 Marks)

7.

Time management involves punctuality and has to be observed as per

workplace policies. Highlight THREE strategies that can help an
employee in time management.

8.

1. Prioritizing tasks using a to-do list

2. Setting deadlines for specific tasks
3. Avoiding distractions and procrastination
(3 Marks)
 9.

List THREE situations that require negotiations and agreements when

dealing with workplace issues.

10.

1. Salary or wage discussions

2. Resolving conflicts between employees
3. Contract and job responsibility changes
(3 Marks)

11.

Outline THREE importance of empathy.

12.

1. Builds stronger relationships by understanding others' feelings

2. Enhances team collaboration and cooperation
3. Reduces conflicts by addressing concerns compassionately
(3 Marks)

13.

Workers of any organization face stress as a result of workplace

challenges. Identify THREE ways of coping with stress.

14.

1. Practicing relaxation techniques like deep breathing

2. Taking regular breaks and time off
3. Engaging in physical activities or exercise
(3 Marks)

15.

Leisure is important to an individual who is regularly engaged at the

workplace. Outline THREE benefits of leisure.

16.

1. Helps reduce stress and anxiety

2. Improves overall productivity by providing mental relaxation
3. Enhances creativity and problem-solving abilities
(3 Marks)

17.
 Drugs and substance abuse are a threat to work productivity. State
FOUR drugs that are regularly abused at the workplace.

18.

1. Alcohol
2. Marijuana
3. Cocaine
4. Prescription painkillers
(4 Marks)

19.

Awareness of HIV/AIDS should be mandatory at the workplace.

Highlight THREE negative effects of HIV/AIDS.

20.

 Reduced workforce productivity due to illness

 Increased medical costs for the organization
 Stigma and discrimination against affected employees
(3 Marks)

1. Communication is a vital management tool in an organization. Identify THREE forms of

communication that can be used at the workplace.

 Verbal communication (meetings, phone calls)

 Written communication (emails, memos)
 Non-verbal communication (body language, gestures)
(3 Marks)

1. Conflicts are common in organizations. State FOUR causes of conflicts.

 Poor communication
 Misaligned goals and interests
 Limited resources or competition
 Personality clashes among employees
(4 Marks)

SECTION B: (60 MARKS)

Answer any THREE questions in this section.

13.
a) Explain FIVE time-wasting activities that need to be discouraged to improve
productivity and achieve organizational goals.

1. Excessive social media use – Spending too much time on non-work-related apps and
platforms.
 2. Unnecessary meetings – Holding frequent or unstructured meetings that are not productive
or essential.
3. Procrastination – Delaying important tasks and focusing on less urgent work.
4. Multitasking – Shifting between tasks inefficiently, leading to reduced focus and productivity.
5. Distractions from personal calls or emails – Engaging in non-work-related conversations
during work hours.
(10 Marks)

b) Hedrick is an office manager at one of the flower firms in Kenya. She has been
portraying anger outbursts on staff. She has been sent for counseling. As a
counselor, discuss FIVE ways to manage anger at the workplace.

1. Identify triggers – Encourage her to recognize the situations that lead to anger and avoid
them where possible.
2. Practice deep breathing and relaxation techniques – Help her learn how to calm down when
feeling overwhelmed.
3. Use communication strategies – Teach her how to express frustrations constructively
without resorting to anger.
4. Take timeouts – Suggest taking breaks when emotions run high to regain control.
5. Seek professional help if needed – Encourage continuous counseling or therapy for ongoing
anger management.
(10 Marks)

14.
a) Company A and B have been holding negotiations on collaborations, but they
have failed to reach an agreement. Explain FIVE reasons that may have led to
the failure of the negotiations.

1. Lack of clear communication – Misunderstanding of terms or goals can derail progress.

2. Unrealistic expectations – One or both parties may have set goals that are unachievable.
3. Conflicting interests – Differences in priorities or agendas that are difficult to reconcile.
4. Lack of trust between parties – Mistrust can create resistance to collaboration.
5. Inflexibility – A refusal to compromise or explore alternative solutions can hinder agreement.
(10 Marks)

b) A good negotiation can leave both parties fulfilled. Discuss FIVE stages of
negotiation as per communication policy.

1. Preparation – Gathering relevant information, setting objectives, and understanding the

counterpart’s needs.
2. Introduction – Establishing rapport and defining the purpose of the negotiation.
3. Bargaining – Both parties present their proposals and discuss terms to find a mutually
beneficial solution.
4. Compromise – Making concessions where necessary to reach an agreement that satisfies
both parties.
5. Agreement and follow-up – Finalizing the terms and ensuring all details are clear, with plans
for implementation.
(10 Marks)
15.
a) Discuss FIVE critical listening levels that can be employed while
communicating at the workplace.

1. Discriminative listening – Focusing on tone, pitch, and other auditory cues to understand the
message's meaning.
2. Comprehensive listening – Fully concentrating on the content to grasp the message’s details
and purpose.
3. Empathetic listening – Paying attention to the speaker’s emotions and concerns to offer
support or understanding.
4. Evaluative listening – Analyzing the message to form an opinion or make a judgment.
5. Appreciative listening – Enjoying or gaining pleasure from the speaker’s communication,
such as storytelling or motivational speeches.
(10 Marks)

b) JJ has always been late in meeting deadlines of tasks allocated. Advise him on
FIVE steps he would follow when setting work priorities.

1. List all tasks – Start by listing all pending and upcoming tasks to visualize the workload.
2. Identify critical tasks – Determine which tasks are urgent and important for immediate
action.
3. Set deadlines – Assign realistic deadlines for each task, prioritizing based on urgency.
4. Break tasks into smaller steps – Divide large projects into manageable steps to avoid feeling
overwhelmed.
5. Review and adjust priorities – Regularly assess progress and adjust priorities as necessary to
meet deadlines.
(10 Marks)

16.
a) You have been appointed as a team supervisor at a construction firm. Explain
FIVE roles that you would play.

1. Task delegation – Assigning duties to team members based on their skills and project
requirements.
2. Monitoring progress – Ensuring that tasks are completed on time and to the required
standard.
3. Conflict resolution – Addressing any disputes within the team to maintain productivity.
4. Providing guidance and support – Offering technical and motivational support to team
members.
5. Ensuring safety standards – Overseeing that safety protocols are followed on-site to prevent
accidents.
(10 Marks)

b) Discuss FIVE ways of collecting and analyzing feedback in an organization.

1. Surveys and questionnaires – Distributing structured forms to employees or clients to gather

opinions.
2. Focus groups – Engaging small groups in discussions to gather detailed insights.
3. One-on-one interviews – Conducting individual conversations to explore specific feedback.
4. Suggestion boxes – Allowing employees or customers to submit anonymous feedback at
their convenience.
5. Performance reviews – Using formal evaluations to gather feedback on employees’
performance and areas for improvement.
(10 Marks)