INSTITUTE OF CHARTERED SECRETARIES AND

ADMINISTRATORS IN ZIMBABWE

SUGGESTED SOLUTIONS & MARKING GUIDE: JUNE 2020

BUSINESS COMMUNICATION AND ETHICS

 SECTION A
(THIS QUESTION IS COMPULSORY AND CARRIES 40 MARKS)

QUESTION 1

REPORT
Marks are allocated for sequencing beginning with the heading; background;
terms of reference; issues at stake; implications of choices; acknowledgement of
possible risks and opportunities. Include life issues such as diversity, equality,
competence, character traits, inclusivity and professionalism.
Some marks will be credited for good writing skills and general organisation of
material.
Yes – but may you give an example they should benchmark with.

SECTION B
(ANSWER ANY THREE QUESTIONS.)

QUESTION 2

Aspects to consider:
a) Layout and proper organisation of material.
b) Content: include qualifications, why you think you are suitable, experience
relevant to the post, envisioned contribution to the company, your strengths,
personality, attributes.
c) Style: good sentence construction, effective punctuation and the appropriate
tone and diction.
Again – may you give an example for the letter to benchmark with.

QUESTION 3

Aspects of non-verbal communication and general demeanour including dress

code, eye contact, etiquette, kinesthetic, gestures, body language,
semiotics/signs.

QUESTION 4

Hierarchical structures, organizational culture, strategic thrusts and goals, policy

structures, business environment/competition, strategic partnerships, social,

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training and educational backgrounds of the functionaries, gender, socialization
and religion.

QUESTION 5

Listening is more perceptual an deliberate and active than just hearing;

deliberate and a choice; listening is a physical and mental process; evaluate the
whole message; evaluate and apply new information; try to see message from
the speaker’s point of view; listening is non-judgmental; seeing the whole
picture; empathetic; ask questions to clarify points; respect the speaker’s
feelings and position. Listening is NOT detachment; interruption; badgering; not
giving solutions; jumping to conclusions; selective; defensive.

“End of Suggested Solutions and Marking Guide”

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