SECTION A COMMUNICATION Skills 1) As a boss of a Transport and Logistics Company, you are compelled by circumstances to chair an important crisis meeting, based on the knowledge-of communication skills acquired, which modes of speech delivery will you employ and why? (20 Marks) 2) Explain with Relevant examples (a)communication (5marks) (b) The various elements of a communication process (5 marks) 3) The directional Communication in an organization (5 marks) SECTION B : Documentation Sklls 1) List and explain five methods of filing documents in an organization (20 marks) 2) (a) What is a library? (5 marks) (b) Briefly describe the types of libraries (10 marks)

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SECTION A COMMUNICATION Skills 1) As a boss of a Transport and Logistics Company, you are compelled by circumstances to chair an important crisis meeting, based on the knowledge-of communication skills acquired, which modes of speech delivery will you employ and why? (20 Marks) 2) Explain with Relevant examples (a)communication (5marks) (b) The various elements of a communication process (5 marks) 3) The directional Communication in an organization (5 marks) SECTION B : Documentation Sklls 1) List and explain five methods of filing documents in an organization (20 marks) 2) (a) What is a library? (5 marks) (b) Briefly describe the types of libraries (10 marks)

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SECTION A: COMMUNICATION SKILLS1) As a boss of a Transport and Logistics Company, you are compelled by circumstances to chair an important crisis meeting. Based on the knowledge of communication skills acquired, which modes of speech delivery will you employ and why? (20 Marks)Answer: In this scenario, the most appropriate mode of speech delivery would be extemporaneous delivery. Extemporaneous delivery allows the speaker to prepare and organize their thoughts in advance while still maintaining a conversational tone. This mode is ideal for crisis meetings as it enables the speaker to adapt to the situation and respond to any unexpected questions or concerns from the audience. It strikes a balance between the structured nature of a manuscript delivery and the spontaneity of an impromptu delivery, making it suitable for urgent and high-pressure situations.2) Explain with Relevant examples:(a) Communication (5 Marks)Answer: Communication is the process of transmitting information, ideas, or messages between individuals or groups. It involves encoding a message by the sender, transmitting it through a chosen channel, and decoding it by the receiver. Communication can occur through various means such as verbal (spoken words), non-verbal (body language, facial expressions), written (letters, emails), and visual (images, graphs).Example: A manager giving instructions to employees on a project can be considered communication. The manager encodes the instructions, transmits them verbally, and the employees decode and understand them.(b) The various elements of a communication process (5 Marks)Answer: The communication process consists of several key elements:- Sender: The person who initiates the communication by encoding a message.- Message: The information or idea that the sender wants to convey.- Encoding: The process of converting the message into a form suitable for transmission.- Channel: The medium through which the message is sent (e.g., face-to-face conversation, phone call, email).- Receiver: The person who receives and decodes the message.- Decoding: The process of interpreting and understanding the message by the receiver.- Feedback: The response or reaction of the receiver to the message, which is sent back to the sender.- Noise: Any interference or distortion that may affect the clarity of the message during transmission.Example: In a classroom setting, the teacher (sender) explains a concept (message) to students (receivers). The teacher encodes the explanation through spoken words (channel), and students decode the message by listening and understanding. Feedback occurs when students ask questions or provide responses, and noise could be any background distractions that hinder effective communication.3) The directional Communication in an organization (5 Marks)Answer: Directional communication in an organization refers to the flow of information that moves from higher levels of management to lower levels. It is primarily used to convey instructions, policies, and decisions made by top management. Directional communication ensures that all employees are aware of the organization's goals, strategies, and expectations. It helps in coordinating activities and ensuring that everyone is aligned with the overall objectives of the organization.Example: A CEO (higher level) sends an email (channel) to department heads (lower level) outlining the company's new marketing strategy (message). The department heads then communicate this information to their respective teams (further lower levels), ensuring that everyone understands the new approach and their roles in implementing it.SECTION B: DOCUMENTATION SKILLS1) List and explain five methods of filing documents in an organization (20 Marks)Answer: Five methods of filing documents in an organization are:- Alphabetical filing: Organizing documents based on the alphabetical order of names or subjects.- Numerical filing: Assigning unique numbers to documents and arranging them accordingly.- Chronological filing: Filing documents in the order of their dates, either by date received or date of occurrence.- Geographical filing: Organizing documents based on geographical locations or regions.- Subject filing: Categorizing documents according to specific topics or subjects.Example: In a hospital setting, patient records could be filed alphabetically by the patient's last name, or numerically by their patient ID number.2) (a) What is a library? (5 Marks)Answer: A library is a collection of resources, primarily books, but also journals, magazines, and other materials, organized for reading, study, or research. Libraries provide access to a wide range of information and serve as centers for learning and knowledge dissemination. They may be public, academic, or specialized, catering to different user groups and purposes.(b) Briefly describe the types of libraries (10 Marks)Answer: There are several types of libraries, including:- Public libraries: Open to the general public and provide free access to a variety of resources.- Academic libraries: Located within educational institutions and support the research and learning needs of students and faculty.- Special libraries: Focus on specific subjects or collections, such as law libraries or medical libraries.- Digital libraries: Collections of digital resources, including e-books, journals, and databases, accessible online.- School libraries: Found in

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