Section A

Question $1.$

$1\mathrm{.}1$ Choose an item or a word from COLUMN B to match the description or definition from

COLUMN A$.$ Write only the letter next to each number, e$.$g$.1\mathrm{.}1\mathrm{.}1$ E

Column A Column B

$1\mathrm{.}1\mathrm{.}1$ The dimension of self$-$concept related

to a person seeing herself as either

being an introvert or extrovert

A Receiver

B Noise

C Moral watchdog

D More than $3$ meters

E $1,5$ meters to $3$ meters

F Psychological dimension

G Employment interview

H Paralinguistics

I Ad hoc meetings

J Frame of reference

K small talk

L Proxemics

M Public meetings

$1\mathrm{.}1\mathrm{.}2$ Total context within which a person

perceives or judges a situation

$1\mathrm{.}1\mathrm{.}3$ This person is also known as the

destination of a message

$1\mathrm{.}1\mathrm{.}4$ These meetings are closed to the

public and held for a very specific

reason or purpose as a once$-$off

$1\mathrm{.}1\mathrm{.}5$ The purpose of this communication

is to assess a person$$s suitability for a

specific job or position in a company

$1\mathrm{.}1\mathrm{.}6$ This aspect of communication is related

to barriers or disturbances created or

that exist within the context

$1\mathrm{.}1\mathrm{.}7$ This concept is related to the rhythm

and tone of someone$$s communication

$1\mathrm{.}1\mathrm{.}8$ This is one of the functions of mass

media

$1\mathrm{.}1\mathrm{.}9$ The distance between people in the

public distance zone

$1\mathrm{.}1\mathrm{.}10$ Phatic communication is commonly

known as $...$

$(10)$

$1\mathrm{.}2$ Indicate whether the following statements are TRUE or FALSE. Write the words true or false

next to the question number $(1\mathrm{.}2\mathrm{.}11\mathrm{.}2\mathrm{.}10).$

$1\mathrm{.}2\mathrm{.}1$ Emails and texts are forms of electronic communication.

$1\mathrm{.}2\mathrm{.}2$ The primary reference group is the group of people in indirect contact with the

individual through his or her contact with others.

$1\mathrm{.}2\mathrm{.}3$ Proxemics is related to the way people use space or distance to communicate ideas.

$1\mathrm{.}2\mathrm{.}4$ Maslow$$s hierarchy of needs is organised in a pyramid from higher order to lower

order needs.

$1\mathrm{.}2\mathrm{.}5$ The applicant should gather as much relevant information about the organisation

during the interview as possible.

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$1$

MA N AG E M E N T CO M M U N I C AT I O N N$4|$ A S S I G N M E N T $107$

$1\mathrm{.}2\mathrm{.}6$ The interviewer should ideally do most of the talking during an interview to ensure

its success.

$1\mathrm{.}2\mathrm{.}7$ Selective reporting is a technique employed in manipulative reporting.

$1\mathrm{.}2\mathrm{.}8$ Phatic communication can indicate the attitude of the sender towards the topic

being discussed.

$1\mathrm{.}2\mathrm{.}9$ The target audience of an advertisement is referred to as a demographic.

$1\mathrm{.}2\mathrm{.}10$ Minutes of a meeting should be a biased and partial record of a meeting to show

the decisions taken at such a meeting.

$(10)$

$1\mathrm{.}3$ Give one word or term for each of the following descriptions. Write only the word or term

next to the question number $(1\mathrm{.}3\mathrm{.}11\mathrm{.}3\mathrm{.}10).$

$1\mathrm{.}3\mathrm{.}1$ A general agreement of members upon a matter or a decision.

$1\mathrm{.}3\mathrm{.}2$ The communication within oneself, for example when thinking and meditating.

$1\mathrm{.}3\mathrm{.}3$ Describes the deliberate creation of communication barriers when one fears

unknown consequences.

$1\mathrm{.}3\mathrm{.}4$ The use of words or terminology that are related to a specific profession or field and

not understood by everyone.

$1\mathrm{.}3\mathrm{.}5$ This is body language, face$-$to$-$face communication dependent on the movements

of the face and body.

$1\mathrm{.}3\mathrm{.}6$ This need on Maslow$$s hierarchy of needs is related to being accepted and loved in

social contexts.

$1\mathrm{.}3\mathrm{.}7$ These kind of questions start with what, why or when and are asked duringinterview

situations.

$1\mathrm{.}3\mathrm{.}8$ In terms of propaganda, this element implies that the sender is credible in the eyes

of the audience.

$1\mathrm{.}3\mathrm{.}9$ The minimum number of people who need to be present at a meeting for the

meeting to be constituted.

$1\mathrm{.}3\mathrm{.}10$ These barriers to communication are related to cultural or background differences

between sender and receiver$($s$).$

$(10)$

Total Section A: $30$ Marks

$08$

Section B: Long Questions

Read the CASE STUDY carefully and then answer QUESTIONS $2,3$ and $4$ related to this.

CASE STUDY

CELLSOLUTIONS ARE LOOKING FOR A SOLUTION

John Mkize is a call centre teamleader at CellSolutions, a cell phone company with approximately

$28\%$ market share in South Africa. Since early this morning, call volumes into the call centre has

gone through the roof. They are receiving more than double the number of calls per hour that they

usually receive on a Tuesday. Because of that more clients have to hold on for long periods before

they get through to a call centre agent. Other clients abandon their calls after they have been

holding on for too long. Those who eventually get through to an agent are very angry and often

demand to talk to a manager.

John has determined from his agents that many of the callers say that they are calling because

they have received an e$-$mail from CellSolutions informing them that they are behind on their

payments and that their servi