Communication And Human Relations N6 — Document
November 2019 — N6 — Communication And Human Relations
N6
2019
Nated Business
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Q1— Section header —
1.1Guided by the pyramid, read the statements given below and identify which need has been described.
1.1.1Whether the workplace is a factory, a computer room or an office it must be physically acceptable
1.1.2The desire to achieve greater success by coping with more responsibility and having the ability to realise your own talent and potential.
1.1.3Having a tea break between working hours.
1.1.4An employee's salary should be s ufficient to at least satisfy his /her basic needs.
1.1.5The desire to gain acknowledgement and respect from fellow workers.
1.1.6
1.2What i s a telephone conversation (2\ Self actualisation Esteem needs
1.3Give an example of
1.3.1Formal telephone call
1.3.2
1.4ist FIVE key point you need to note down
1.5chairperson plays a very important role to ensure that a meeting takes place successfully. Name FIVE duties of a chairperson during a meeting. (5 2\ (1 0\
1.6Study the advertisement below and interpret the communication process from the advert isement . Consider the following communication elements
1.6.1The sender
1.6.2Encoding of message
1.6.3Medium of communication
1.6.4The rec eiver
1.6.5Barrier
1.6.6
1.7Indicate whether the following statements are TRUE or FALSE. Choose the answer and write only 'True' or 'False' next to the question number (1. 7. 1.
7.5\ the ANSW ER BOOK.
1.7.1Ambiguity, slang and jargon can be categorised as communication barriers.
1.7.2Self image refers to how you view yourself in terms of abilities, personality and appearance.
1.7.3Psychological barrier emphasise the disabili ty of the brain to think less equally than others.
1.7.4A letter of gratitude from a client after good service cannot be used as testimonial.
1.7.5When business exper ience financial difficulties, employee training is often the first thing to
Q2— Section header —
2.1.1What impression will an interviewee get from the body language of the anel in the above picture
2.1.2How will lack of eye contact wi th the interviewer be perceived by the interviewee during sessions (2\
2.1.3Name EIGHT good characteristics of an interviewer. (8\ 5140306
1.4To ensure that you do not paint the same picture as the panel in the picture above ive EIGHT hints on what you must avoid doing
2.1.5Refer to the picture above and i dentify ONE psychological barrier that could affect the communication process (1\
2.2Name FOUR types of training. (4\
2.3Define each of the f ollowing meeting term
2.3.1Unanimous
2.3.2Point of order
2.3.3Vote
2.3.4Precedent
2.3.5
2.4Re arrange the list of topics on the following agenda monthly meeting in a
2.5ndicate whether the following statements are TRUE or FALSE. Choose the answer and write only 'True' or 'False' next to the question number (2.5.1
2.5.7\ the ANSWER BOOK.
2.5.1Training needs can be determined when job description an d job specification are compiled.
2.5.2The success of any business depends on the commitment of its employees.
2.5.3Consultants are very expensive to hire and they are needed to take control o all company activities. 5140306
2.5.4Th e golden rule is to keep the customer satisfied and happy.
2.5.5The AIDA principle guides that browsers should not be given attention before frequent clients.
2.5.6Stress can be caused by bad or good experience
2.5.7
Q3— Section header —
3.1Discuss the perception of employees with regard to religion and values (2\
3.2Religion in S outh frica presents a challenge in terms of managing different in dividuals with different belie s and values in the workplace.
3.3Jane and Marcia had a negative attitude towards their fellow workers. Determine and explain the type of conflict that could arise. (3\
3.4
3.5
3.6
3.7Explain the THREE ele ments of self image. (3\
3.8Explain the difference between an introvert and extrovert personality (4\
3.9Discuss how work relationship can contribute to stress. (2\ [50]50
Q4— Section header —
4.1Give ONE word or tem for the descriptions below on personality types. Write only the word or term next to the question number (4.1.1
4.1.3\in the ANSWER BOOK.
4.1.1Quite stubborn and set in his ways, uncomfortable with confrontation and seeks peace at all costs to avoid conflict
4.1.2They are driven to greatness, but will step on your toes to get there, needs lots of appreciation along the way.
4.1.3
4.2ood liste ning skill will help a sales representative rend er
4.3
4.4When customers constantly complain about your employee skills and knowledge, st ff training is necessary. State
4.5The cartoon below express es emotions n a case where conflict between customers and
4.6Briefly explain how to deal with a difficult client in the following situations:
4.6.1When you are wrong (sale representative\ (8\
4.6.2When the client is wrong (3\ 5140306 10 Copyright reserved
4.7The following post advertisement appeared in the Sunday imes of 05/11/2017. A REPUTED BUSINESS GROUP URGENTLY REQUIRES SALES ASSIST
Topics Identified
1
Forms of Ownership
Mark Allocation
Total100 marks
Sections50 + 50 + 50 + 50 = 200 marks
Paper information
TitleDocument
SubjectCommunication And Human Relations
LevelN6
Document typeQuestion paper
Year2019
MonthNovember
Pages10
Downloads5
Examination context
Decade2010s
Years ago7y
SeasonSpring (SH)
Start dayFriday
Exam periodNovember 2019
Days since exam2,536
About Communication And Human Relations examination preparation
This TVET examination resource can be used as part of a structured revision programme. Past papers are most useful when learners attempt questions independently, work within a realistic time limit, and review their answers afterwards.
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A practical revision approach
Start by completing the resource without looking at the memorandum. Review incorrect and incomplete answers afterwards and make a short revision list based on the areas that caused difficulty.
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