Management Communication N4
Second Paper · Study Paper
Try each question first, then reveal the answer.
Instructions
- Answer all the questions.
- Read all questions carefully.
- Number answers according to the numbering system used in the question paper.
- Start each section on a new page.
- Write neatly and legibly.
- A dictionary may be used.
QUESTION 1: BASIC COMMUNICATION PRINCIPLES
1.1 Match each description in Column A with the correct term in Column B.
Column A: Descriptions
1.1.1 Interview where information is shared
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1.1.2 Communication between two or more people as individuals or in small groups
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1.1.3 Distance of between half and one metre maintained between sender and receiver
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1.1.4 Distance of one to two metres is maintained
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1.1.5 Personality traits, emotions or psychological state cause the communication process to be ineffective
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1.1.6 Use of space around people when communicating with others
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1.1.7 Ambiguity
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1.1.8 Only possible answer is “yes” or “no”
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1.1.9 Communication by sound
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1.1.10 Any factor that prevents communication from taking place effectively
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Column B: Terms
1.2 Choose the correct option (A–D).
1.2.1 In the communication process, the message is the …
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1.2.2 Which ONE is NOT an example of a perceptual barrier?
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1.2.3 … is listening that involves problem solving and evaluating information.
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1.2.4 Which ONE is a hypothetical question?
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1.2.5 Tacesics may be in the form of …
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1.2.6 … is communication that takes place within oneself.
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1.2.7 Acoustic semiology includes …
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1.2.8 … is information conveyed through pictures.
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1.2.9 … is culture specific.
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1.2.10 A personal letter addressed to you falls under:
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1.3 Read the scenario and answer the questions.
Veronica: Hi, how are you?
Luthando: Fine thanks.
Veronica: Are you busy Friday afternoon?
Luthando: No, not really. Why?
Veronica: I saw an advert online advertising 50% off all brand names at Z's fashion store. Should we go shopping?
Noisy students pass by, and Luthando asks Veronica to repeat what she said. Veronica tells her about the online advert again.
Luthando: (smiling) Sounds like fun!
Veronica: (thinking to herself) I hope I get a big bargain!
Luthando: I've got to get to class. See you later!
1.3.1 Define communication.
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How the process works: The sender first forms and encodes an idea, then sends it as a message through a channel. The receiver decodes the message to interpret its meaning. Feedback lets the sender know how the message was understood. Communication can be disrupted by noise at any stage.
1.3.2 Identify the sender and receiver.
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1.3.3 What category of communication is used? Support your answer.
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Answer: Interpersonal communication.
Veronica and Luthando are two individuals talking directly, face-to-face, using their voices. This is interpersonal communication because it takes place between people rather than within one person (intrapersonal communication) or from a source to a large audience (mass communication).
1.3.4 Using evidence from the passage, discuss noise.
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Noise is any factor that interferes with a message and makes it harder for the receiver to understand it. In this scenario, the passing students created noise that distracted Luthando while he was trying to decode Veronica’s message. The example shows that noise is not limited to technical sounds; any distraction that interrupts understanding can act as a communication barrier.
. She could not respond appropriately and asked Veronica to repeat it.1.3.5 Identify the channel and state TWO advantages.
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Channel: voice / face-to-face direct oral communication.
Advantages:
- Constant non-verbal feedback is received.
- Feedback is direct and immediate.
1.3.6 Name the barrier that caused ineffective communication.
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1.3.7 Explain phatic communication.
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1.3.8 Quote ONE example of phatic communication word for word.
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1.3.9 Give one example of each from the scenario: (a) intrapersonal communication (b) mass communication.
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(a) Veronica thinking: “I hope I get a bargain.”
(b) The online advert.
QUESTION 2: INTERPERSONAL RELATIONSHIPS AND SOCIAL INTERACTION
Molefi works for a small financial company. He has a good self-image and usually works well under pressure. His manager, Mr Moloi, asked him to complete the budget by a strict deadline. Molefi worked hard, but on the due date a virus destroyed all the information on his computer, including his budget. He was frantic and stressed. Molefi thought: “All managers are the same! I know that he will never believe me!” Instead of explaining the situation to Mr Moloi, he avoided him the whole day.
2.1 State THREE elements of self-image
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Elements of self-image:
- What you think of yourself / how you perceive yourself.
- Your interpretation of what other people think of you.
- Your ideal self-image / who you hope to be.
These elements reflect your view of your current self, how you believe others see you, and the person you would like to become. They may influence confidence, behaviour and relationships.
- Your interpretation of what other people think of you.
- Your ideal self-image / who you hope to be.
2.2 Give TWO sentences of advice on improving self-image
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- Interpret other people’s behaviour positively and avoid taking things too personally.
- Take failure and disappointment positively because they are a learning process.
Why this helps: Self-image can be affected by how we interpret events. Looking at situations realistically, learning from setbacks and avoiding assumptions about what others think can help build a more balanced view of yourself.
- Take failure and disappointment positively because they are a learning process.
2.3 Explain social needs of workers in the workplace
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2.4.1 Define prejudice
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2.4.2 Define stereotyping
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2.5 Identify and quote an example of stereotyping from the scenario
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2.6 Explain gatekeeping
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2.7 Is Molefi guilty of gatekeeping? Substantiate your answer
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Yes. He avoided the manager the whole day instead of explaining what had happened.
Reason: By withholding an explanation and avoiding the conversation, Molefi prevented information from being shared openly. This fits the idea of gatekeeping because his behaviour obstructed communication rather than helping the situation to be clarified.
2.8 Illustrate Maslow’s hierarchy of needs
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Maslow’s hierarchy arranges human needs from basic needs to higher-level personal development needs. Read the diagram from the bottom upwards: physiological needs (such as food and rest), safety, love and belonging, esteem, and self-actualisation. The general idea is that people seek to satisfy basic needs before focusing strongly on higher-level needs. In a workplace, this can help explain why fair pay and safe conditions matter alongside belonging, recognition and opportunities to develop.
From the bottom to the top: physiological needs, security needs, affiliation (social) needs, esteem needs and self-actualisation needs.
2.9 Discuss TWO types of reference groups with examples
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- Primary reference group: People with whom an individual has direct contact, such as family.
- Secondary reference group: People with whom an individual has indirect contact, such as in-laws.
QUESTION 3: INTERVIEWING
Study the vacancy headings below and answer the questions.
3.1 Dumisani is applying for a Senior Clerk position and has been invited for an interview. Give FOUR hints for preparing for the interview.
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- Collect information about the organisation.
- Know the job requirements and make sure the job is relevant to you.
- Be well groomed and look professional.
- Organise personal documents such as your CV, ID, qualifications and driver’s licence.
- Collect typical interview questions and practise answering them.
- Prepare relevant questions to ask the interviewer.
3.2 Illustrate the interview as a communication process according to Jacobson.
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Include and label: sender (interviewer); encoding using a code such as a language; message (questions); channel/medium (face-to-face or voice); receiver (interviewee), who decodes/interprets the questions; feedback (answers from the interviewee); and noise (any disturbance). Connect the stages with arrows to show the communication flow.
3.3 State FOUR types of interview questions and give a full example of each.
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- Closed question: Do you drive?
- Open-ended question: Why do you want to work for us?
- Specific question: Which high school did you attend?
- Reflective question: You said you are a go-getter; how will that benefit us?
- Leading question: I think engineering is not good for girls. What is your opinion?
- Hypothetical question: If we hired you, what new things would you introduce here?
QUESTION 4: MASS MEDIA AND ADVERTISING
Study the advertisement and answer the questions.
4.1 Explain what AIDA stands for in advertising.
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- A – Attention
- I – Interest
- D – Desire
- A – Action
4.2 How does the advertisement draw attention?
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QUESTION 5: MEETING PROCEDURE
Study the notice and answer the questions.
5.1 Define the term meeting.
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5.2 Is the meeting public or private? Support your answer.
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It is a public meeting.
It was advertised in the mass media / public notice and invites members of the community to attend.
5.3 Explain the term notice of a meeting.