1. Why is communication the lifeblood of a business organization?

Answer:
Communication is vital because it enables the smooth flow of information between employees,
management, and stakeholders. It supports decision-making, coordination, collaboration, and
productivity while fostering relationships and achieving organizational goals.

2. What are the benefits of effective communication for you and

your organization?

Answer:

 Clear understanding of roles and tasks

 Enhanced teamwork and collaboration
 Increased productivity and efficiency
 Reduced misunderstandings and conflicts
 Improved employee morale and engagement

3. What three factors must you consider when choosing a

communication method?

Answer:

1. Audience: Understand their preferences and familiarity with the

medium.
2. Urgency: Choose methods like phone or email for time-sensitive
issues.
3. Confidentiality: Ensure privacy and security when handling sensitive
information.

4. When would you use oral communication, and when would you
use written communication?

Answer:
Oral Communication:

 For urgent matters or emergencies

 To provide immediate feedback or clarification
 To build personal connections

Written Communication:

 To keep records or formal agreements

 To convey complex or detailed information
 To ensure uniformity in communication

5. What are barriers to communication, and what are some

examples?

Answer:
Barriers to communication are obstacles that hinder effective message delivery. Examples
include:

 Physical Barriers: Distance or poor infrastructure

 Language Barriers: Different languages or jargon
 Emotional Barriers: Stress or prejudice
 Technological Barriers: Lack of digital access or skills
 Cultural Barriers: Differences in norms or expectations

6. How does teamwork affect communication?

Answer:
Teamwork encourages open communication to share ideas, resolve conflicts, and work toward
common goals. It also promotes the use of diverse communication tools and strategies to
accommodate team members' perspectives.

7. How can you improve intercultural communication?

Answer:

 Be culturally aware and respectful

 Avoid assumptions and stereotypes
 Learn cultural norms and practices
  Adjust communication styles as needed
 Use clear and simple language

8. What are some appropriate communication methods for

specific scenarios?

9. What are the grammar or syntax errors in the following

sentences, and how would you correct them?

Answer:

1. Wrong: I'm not sure who's fault it is.

Correct: I'm not sure whose fault it is.
2. Wrong: Do you ever wished you could type faster?
Correct: Do you ever wish you could type faster?
3. Wrong: I prefer the cinema than the theatre.
Correct: I prefer the cinema to the theatre.
4. Wrong: John must of been to Rawa.
Correct: John must have been to Rawa.
5. Wrong: I use to do the filing weekly.
Correct: I used to do the filing weekly.
6. Wrong: The girl couldn't have spoken more quick.
Correct: The girl couldn't have spoken more quickly.
7. Wrong: The assignments in the book was too demanding.
Correct: The assignments in the book were too demanding.
8. Wrong: Whose to blame for this accident?
Correct: Who's to blame for this accident?
9. Wrong: Although the cleaner had finished her work, but the desk was still dusty.
Correct: Although the cleaner had finished her work, the desk was still dusty.
10. Wrong: Do you have anytime to discuss this?
Correct: Do you have any time to discuss this?

10. Why is listening important in oral communication?

Answer:
Listening is crucial because it ensures understanding, reduces misunderstandings, and helps build
trust. It also allows speakers to convey their message without interruptions, fostering better
relationships and effective communication.
11. What points should you remember when communicating
orally?

Answer:

 Speak clearly and concisely

 Adjust your tone and volume appropriately
 Practice active listening
 Use positive body language
 Be polite and respectful
 Encourage feedback for clarity

12. What is non-verbal communication, and what are some

examples?

Answer:
Non-verbal communication involves conveying messages without words, using body language,
facial expressions, gestures, and tone of voice. Examples include:

 Disagreement: Shaking the head or crossing arms

 Discomfort: Fidgeting or avoiding eye contact
 Attentive Listening: Nodding and maintaining eye contact
 Sympathy: A gentle touch or concerned expression
 Boredom: Yawning or tapping fingers

13. How would you draft a voicemail message for a health centre?

Message:
"Thank you for calling [Health Centre Name]. We are currently closed. Our regular hours are
Monday to Friday, 8:00 AM to 6:00 PM. For urgent medical assistance, please call [Emergency
Number]. For non-urgent matters, leave a message, and we will respond during business hours.
Thank you."

14. How would you write a message for Mr. McLoughlin?

Message:
"Mr. McLoughlin, Miss Louise Farney called at 9:45 AM to inform you she cannot attend the
10:30 AM meeting due to train delays caused by a fallen tree. She suggested rescheduling next
week and sends her apologies."
15. How would you correct the errors in the following telephone
conversation?

Improved Telephone Message:

Operator: "Good morning, Aurora Health Centre. This is [Operator's Name]. How may I assist
you?"
Customer: "I'd like to speak to Alan Hill, the Managing Director, please."
Operator: "May I know who is calling?"
Customer: "This is Kim Birch."
Operator: "Thank you, Ms. Birch. Mr. Hill is currently unavailable. Would you like to leave a
message?"
Customer: "Yes, please. My number is 4537876, and I'd like to discuss order number EM1423,
dated 12 June."
Operator: "Got it. I will pass on your message as soon as he returns. Is there anything else I can
help with?"
Customer: "No, that's all. Thank you."
Operator: "You're welcome. Have a great day!"

Here’s the rewritten version of your text:

Punctuated Sentences:

1. Excellent! That answer is correct.

2. It's the teacher's book.
3. My father said, "Welcome to your new home, Ndexuyamah."
4. The long, narrow, dusty road was completed.
5. Finally, we arrived in Sierra Leone.

SECTION D: ANSWERS TO QUESTIONS

Question 1: Discuss four different kinds of communication people have with
each other in daily life.

1. Verbal Communication: This involves the use of spoken or written

words to convey messages. Examples include conversations, speeches,
and emails.
 2. Non-Verbal Communication: This includes body language, facial
expressions, gestures, and tone of voice. It often complements verbal
communication.
3. Visual Communication: This involves the use of images, charts,
graphs, and videos to convey information. Examples include
infographics and presentations.
4. Written Communication: This includes letters, reports, text
messages, and social media posts. It is a formal or informal way of
sharing information.

Question 1a: What does it mean to communicate?

To communicate means to exchange information, ideas, thoughts, or feelings between

individuals or groups through verbal, non-verbal, written, or visual means. Effective
communication ensures that the message is understood clearly by the receiver.

Question 1b: Explain four differences between a good listener and a bad one.

1. Attention: A good listener pays full attention to the speaker, while a

bad listener is easily distracted.
2. Interruptions: A good listener avoids interrupting, whereas a bad
listener often cuts the speaker off.
3. Feedback: A good listener provides constructive feedback, while a bad
listener may not respond or may respond inappropriately.
4. Empathy: A good listener shows empathy and understanding, while a
bad listener may lack emotional connection.

Question 2a: Good listening requires proper attitudes towards others and
ourselves. What are some attitudes essential to being a good listener?

1. Patience: Allowing the speaker to express themselves without rushing

them.
2. Open-Mindedness: Being willing to consider different perspectives.
3. Respect: Valuing the speaker’s opinions and feelings.
4. Empathy: Understanding and sharing the speaker’s emotions.

Question 2b: Why should we listen to lecturers, fellow classmates, and first
graders?
 1. Lecturers: To gain knowledge, understand concepts, and succeed
academically.
2. Fellow Classmates: To build relationships, collaborate effectively, and
learn from their perspectives.
3. First Graders: To encourage their development, show respect, and
foster a positive learning environment.

Question 2c: Courtesy is an expression of the Golden Rule. What are the four
ways to show courtesy when another person is speaking?

1. Maintain Eye Contact: Show that you are engaged and interested.
2. Avoid Interrupting: Let the speaker finish their thoughts before
responding.
3. Nod or Smile: Use non-verbal cues to show understanding and
encouragement.
4. Ask Relevant Questions: Demonstrate that you are actively listening
and interested in the topic.

Question 3a: Explain how the gatekeeper audience frustrates and

undermines progress in our current state.

The gatekeeper audience refers to individuals or groups who control the flow of information.
They can frustrate progress by:

1. Filtering Information: Selectively sharing or withholding information

to manipulate outcomes.
2. Creating Bottlenecks: Delaying the dissemination of critical
information.
3. Biased Decision-Making: Allowing personal biases to influence what
information is shared.
4. Lack of Transparency: Hiding important details, which can lead to
misunderstandings and inefficiencies.

Question 3b: Enumerate the flow of communication and explain any two of
them.

1. Downward Communication: Information flows from higher levels of

authority to lower levels (e.g., managers to employees).
2. Upward Communication: Information flows from lower levels to
higher levels (e.g., employees to managers).
 3. Horizontal Communication: Information flows between individuals or
groups at the same level (e.g., colleagues in the same department).
4. Diagonal Communication: Information flows across different levels
and departments (e.g., a manager from one department
communicating with an employee from another).

Explanation of Two:

 Downward Communication: Used for giving instructions, feedback,

or sharing organizational goals.
 Horizontal Communication: Facilitates collaboration and
coordination among peers.

Question 3c: List the seven steps or processes to effective communication.

1. Sender: The person initiating the message.

2. Encoding: Converting the message into a suitable format (e.g., words,
gestures).
3. Message: The information being communicated.
4. Channel: The medium used to transmit the message (e.g., speech,
email).
5. Receiver: The person receiving the message.
6. Decoding: Interpreting the message by the receiver.
7. Feedback: The response from the receiver, indicating understanding
or clarification.

Question 4a: Explain five barriers to communication.

1. Language Barriers: Differences in language or jargon can lead to

misunderstandings.
2. Cultural Barriers: Diverse cultural backgrounds may result in
different interpretations of messages.
3. Emotional Barriers: Stress, anger, or anxiety can hinder effective
communication.
4. Physical Barriers: Noise, distance, or poor technology can disrupt
communication.
5. Perceptual Barriers: Prejudices or assumptions can distort the
message.
Question 4b: How to develop good communication skills

1. Practice Active Listening: Focus on the speaker and provide

feedback.
2. Improve Clarity: Use simple and concise language.
3. Enhance Non-Verbal Skills: Pay attention to body language and
tone.
4. Seek Feedback: Ask for input to identify areas for improvement.
5. Engage in Public Speaking: Build confidence through practice and
experience.

(a) A good dictionary serves the purpose of providing detailed information about the English
language, including word meanings, usage, and contextual nuances, to enhance both speaking
and writing skills.

(b) Frequently using a dictionary while reading interrupts the flow of the text and shifts attention
away from understanding the main ideas, focusing instead on individual word definitions. This
also wastes time that could otherwise be spent on comprehending the overall message.

(c) To handle unfamiliar words, the reader should first continue reading to infer their meanings
from context. After finishing the passage, the reader can then break down complex words or
compound terms. Only if the meaning remains unclear and the word is essential for
understanding should the reader consult a dictionary.

Here’s the rewritten version with the corrections applied:

Rewriting Sentences with Apostrophes Correctly:

1. I'm going to town because I haven't bought my mother's birthday

present yet.
2. The course is hard work, but it's going to be worth it in the end.
3. I wouldn't do that if I were you. You're bound to get caught by the
boss.
4. I'm delighted to hear that there's a party tonight. It's going to be fun.
5. The Board's decided to introduce flexitime. The decision was theirs.
6. I hear you're moving to a new office today. Which one is yours?
7. Whose coat is this? Does it belong to the girl who's going out with
Mark?
8. It's hard to persuade the Board to change the policy, but I'm sure
we'll succeed.
9. The dog's coat shines. Its collar says its name's Ziggy.
 10. Is this coat yours or is it Mark's? I'm sure it's not Iris's.

Checkpoint: Rewriting Sentences with Apostrophes Correctly:

1. I'm going to Carol's house for dinner tonight; Sue's coming too.
2. There are 2 c's and 2 m's in accommodation.
3. The man's shoes are very old, but the woman's sandals are brand
new.
4. Men's shirts are on the second floor; women's dresses on the third.
5. The two girls' dresses are identical, but that's because they are twins.
6. The boy's attitude will have to change. He's very rude to his teachers.
7. The teacher's desk is at the front, and there are 25 students' desks.
8. Rosie loves Westlife, but her brother's favourite pop group is Blue.
9. Eminem's new single went straight to number one in this week's
charts.
10. The sales director's memo said that a regional managers'
meeting will be held next month.

Choosing the Correct Word:

1. It is always essential to check your work carefully before finalising it.

2. Maybe I’m wrong, but I thought Alison said she was on leave today.
3. The staff were very pleased with their performance.
4. I do not have to consider this matter anytime today.
5. What sort of effect will this new book have on your work performance?
6. It is important to advise all staff in your department of these new
procedures.
7. How will the new procedures affect safety in the company?
8. You can discuss this with me anytime you like.
9. I told John to bring the book here.
10. When you go to the meeting in Jurong, please take this report for
Mr Koh.

Test Yourself:
1. Infinitives, Participles, Collective Nouns, and Prepositions:

(a) The team is playing very well this season.

(b) In which unit can I find information about grammar?
(c) The cook asked him to pour the cream slowly into the mixing bowl.
(d) The new equipment is being delivered today.
(e) As I walked down the street, the Christmas lights looked beautiful.
(f) The furniture for the new offices is being delivered today.
(g) Having declared the meeting closed, no other business could be discussed.
(h) I am looking forward to seeing you at the meeting.
(i) My luggage is in the luggage rack above you.
(j) The new cutlery for the canteen has just arrived.

2. Neither/Either/Every/Each:

(a) Neither of the students is ready for the examination.

(b) Some of the books that the students need to buy are expensive.
(c) Every student in the class is learning accurate keyboarding skills.
(d) All the male students in the class are hoping to find jobs in big companies.
(e) This student accommodation is popular because each student has a single room.
(f) All the students have their own rooms.
(g) Either of the applicants is suitable for the position.
(h) Each of the orders is in excess of $1000.
(i) You will find that either of these dictionaries is very good.
(j) Neither of these machines is in good condition.

3. Shall/Will and Should/Would:

(a) I will be going to the student disco next week.

(b) I said I would be going to the student disco next week.
(c) Mark said he would not be going to the student disco next week.
(d) Shall I give you some help with your homework?
(e) She asked if she could help her.
(f) When will you be teaching us how to write reports?
(g) The student asked when I would be teaching her how to write reports.
(h) He will see his father tomorrow.
(i) If you had done your homework, you would have known the answer.
(j) If I hadn't done my homework, I would not have known the answer.

4. Correct the Errors:

(a) Neither of the girls is willing to help me.

(b) Ladies' clothes are on the second floor.
(c) Although I didn't think it was possible, I still passed my examination.
(d) While I was running to catch the bus, the car hit me.
(e) Each of these sentences contains one error.
(f) I would appreciate it if you would look into this matter urgently.
(g) If you could help me carry my bags, I would be very grateful.
(h) Having signed the minutes, no corrections could be made.
(i) A lot of new equipment is being bought this month.
(j) It is easy to sometimes disregard the importance of friendship.
5. Correct the Errors in the Letter:

Thank you for your letter of complaint dated 21 July.

I feel very disturbed that you have a problem with the television recently purchased from us.
One of our representatives, Mrs. Joanne Gregory, will call on you next Monday between 2 and 4
pm. She will endeavour to rectify the fault immediately. If she is unable to do so, however, she
will arrange to replace the television with another one.

If this appointment is inconvenient for you, please call my secretary, Alison Lester, to make
alternative arrangements.
Please let me know if I can be of further assistance.

6. Correct the Errors in the Letter:

You will be pleased to know that we are planning another seminar. This time, for Executive
Secretaries, it will be held at the Mandarin Hotel, Orchard Road, between 9.30 am and 5.30 pm.
The date will be 8 October 2005.

This conference will be a practical one, aiming to improve secretaries' managerial skills and
increase their productivity. A panel of professional speakers has been invited to give lectures on
their specialisms. However, delegates will also be able to take part in smaller practical sessions.
The latest equipment will be demonstrated, and during breaks, delegates will be able to operate it
easily.

Copies of the detailed programme are enclosed. A registration form is also enclosed, which you
should fill out and return to me. Don't delay—act immediately so that your registration can be
processed. By reserving a place at this seminar, your money will be well spent.

Remember, first come, first served!