NATIONAL CERTIFICATE

MANAGEMENT COMMUNICATION N4
(Second paper)
(5140364)

28 May 2024 (X-paper)

09:00–11:00

CLOSED-BOOK EXAMINATION

TWO dictionaries (bilingual and explanatory) may be used

This question paper consists of 6 pages.

121Q2J2428
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DEPARTMENT OF HIGHER EDUCATION AND TRAINING

REPUBLIC OF SOUTH AFRICA
NATIONAL CERTIFICATE
MANAGEMENT COMMUNICATION N4
(Second paper)
TIME: 2 HOURS
MARKS: 100

INSTRUCTIONS AND INFORMATION

1. Answer all the questions.

2. Read all the questions carefully.

3. Number the answers according to the numbering system used in this question paper.

4. Use only a black or blue pen.

5. Write neatly and legibly.

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QUESTION 1: COMMUNICATION PRINCIPLES

1.1 Define the term communication. (5)

1.2 Listening is a useful skill when dealing with customers.

Explain:

1.2.1 Critical (analytical) listening

1.2.2 Appreciative (empathic) listening

1.2.3 Attentive (discriminative) listening

(3 × 2) (6)

1.3 How can one improve listening skills? Name THREE points (3)

1.4 Indicate whether the following statements are TRUE or FALSE by writing only
‘True’ of ‘False’ next to the question number (1.4.1–1.4.5) in the ANSWER
BOOK.

1.4.1 Verbal and non-verbal communication must support, not contradict,

each other.

1.4.2 Most of the information we convey each day is in non-verbal form.

1.4.3 Communication is a science.

1.4.4 A customer complaint on social media is considered direct

communication.

1.4.5 Face-to-face oral communication is considered the most effective

means of communication.
(5 × 1) (5)

1.5 Describe how the following factors of communication could negatively affect
your communication with colleagues and friends.

1.5.1 Personality

1.5.2 Frame of reference

1.5.3 Reasoning
(3 × 2) (6)

1.6 Provide ONE word/phrase for each of the following descriptions:

1.6.1 Non-verbal communication using distance or space.

1.6.2 Communication using touch.

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1.6.3 Communication dependent on the receiver’s ability to see.

1.6.4 The sender prepares the information to be sent to the receiver.

1.6.5 The pitch, tone, and tempo of one’s voice is equally important in oral
communication.
(5 × 1) (5)

1.7 Provide a clear practical example of:

1.7.1 Mass communication (3)

1.7.2 Interpersonal communication (2)

[35]

QUESTION 2: INTERPERSONAL COMMUNICATION AND SOCIAL INTERACTION

The modern workplace has changed forever. At the start of the COVID-19- pandemic in
2020, workplace culture changed dramatically as hybrid and remote work were put in
place. Studies show that this shift has taken a toll on the mental health and well-being
of workers. Consequently, many have suffered from social isolation. Today, in some
industries, remote and hybrid workplaces are here to stay. During the pandemic,
organisations have responded to a new digital online environment. Everywhere, workers
have had to adopt new skills. Many others have resigned and taken risks by pursuing
what they truly love.

2.1 Define the term self-image (self-esteem) (2)

2.2 Explain the psychological dimension of the self-esteem (2)

2.3 How do you think remote work may negatively affect team-work and social
cohesion at the office? (2)

2.4 Demand for specific skills have grown globally.

Explain the skill’s dimension of the self-image. (2 × 2) (4)

2.5 How would you improve your self-esteem during times of uncertainty?

List EIGHT points. (8)

2.6 How could one improve worker motivation and productivity in the workplace
according to Maslow’s Hierarchy of Needs Theory?

Discuss the following:

2.6.1 Physiological (basic)needs

2.6.2 Safety and security needs

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2.6.3 Self-esteem (self-respect) and Esteem needs

2.6.4 Self-actualisation
(4 × 2) (8)

2.7 Choose the correct word from those in brackets and write it next to the question
number (2.7.1) in the ANSWER BOOK,

2.7.1 Colleagues are considered a (primary/secondary) reference group.

2.7.2 Explain your answer above.

(2 × 2) (4)
[30]

QUESTION 3: INTERVIEWING

3.1 Complete the following definition for an interview

‘An interview is a formal, pre-planned, … (5)

3.2 Compile a list of THREE question-types which you may expect in an interview.
Provide an example of each question type by writing the answer next to the
question number (3.2) in the ANSWER BOOK. (3 × 2) (6)

3.3 Discuss FOUR things you should remember during an interview. (4)
[15]

QUESTION 4: MASS MEDIA AND ADVERTISING

How the Information age has become the Disinformation age?

[Source:boygeek.com]

‘The rise of fake and misleading news is deeply concerning,’ American Senator, Dodd,
said in a statement. ‘Even more concerning is the lack of education provided to ensure
people can distinguish what is fact and what’s not.’
[Source: https://tacticalinvestor.com/]

4.1 What is manipulative reporting? (3)

4.2 Name THREE techniques used in manipulative reporting. (3)

4.3 We suffer from over-exposure to the mass media.

Suggest FOUR ways we could avoid media manipulation. (4)

[10]

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QUESTION 5: MEETING PROCEDURES

5.1 Effective meetings don’t just happen. A good meeting culture requires a good
chairperson, and the right people present at the meeting.

What are the FIVE duties of a chairperson? (5)

5.2 Choose a word from COLUMN B that matches the description in COLUMN A.
Write only the letter (A–H) next to the question number (5.2.1–5.2.5) in the
ANSWER BOOK.

COLUMN A COLUMN B
5.2.1 A formal proposal for discussion A constituted

5.2.2 A decision taken in the meeting B amendment

5.2.3 The meeting ends before all agenda C convened

points have been discussed
D motion
5.2.4 If the chairperson is present, the
meeting is … E proxy

5.2.5 Someone votes on your behalf F resolution

G adjourned

H secret ballot
(5 × 1) (5)
[10]

TOTAL: 100

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