COMMUNICATION SKILLS

SECTION A: MULTIPLE CHOICE QUESTIONS: 20 MARKS

1. Verbal communication is through?
a) Language and vocalisation
b) Words and body language
c) Spoken and written words
d) Body language and vocalisation

2. The person who transmits the message is called?

a) Channel
b) Sender
c) Receiver
d) Response

3. What makes people work together for the common good of the organization?
a) Communication
b) Conversation
c) Combination
d) Connection

4. Communication is whereby the information or message is transferred from one person

to another.
a) Impersonal
b) Interpersonal
c) Personal
d) Important

5. The pitch, loudness, duration, intonation and tempo in speech can be described as
a) Touches
b) Prosody
c) Gestures
d) Haptics

6. Body language is a form of non-verbal communication. Which of these shows

positive
a) Tuning away from the speaker
b) Fidgeting your feet
c) Making eye contact
d) Looking at your watch

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 7. Which one of the following is a characteristic of ineffective communication?
a) Coherence
b) Clear
c) Concise
d) Shallow

8. Which one of the following is a verbal means of communication?

a) Speech
b) Maps
c) Signs
d) Behaviour

9. Active listening in communication entails

a) Listening to the hidden questions
b) Listening to the actual questions
c) Asking for clarification and understanding
d) Asking for explanation

10. Which one of the following communication pathways in wrongly defined?

a) Downward communication-from top to bottom.
b) Horizontal communication-between departments of the same level
c) Grapevine-lateral communication
d) Upward communication-from bottom to middle

11. Which one below is an external sound present in the channels of communication?
a) Noise
b) Semantic problems
c) Cultural barriers
d) Over communication

12. When is the communication process complete?

a) When the sender transmits the message
b) When the message enters the channel
c) When the message leaves the channel
d) When the receiver understands the message.

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 13. Paying attention to non-verbal communication determines :-
a) Patient understanding on what they want to say.
b) The level of knowledge on non-verbal cues
c) Changes in patient/client ways of responding
d) Changes in patient’s/client behaviour

14. Which of the following is an informal type of communication pathway?

a) Vertical communication
b) Grapevine communication
c) Upward communication
d) Horizontal communication

15. How can you establish a communication pathway in an organization?

a) Planning a budget
b) Measuring the effectiveness of the pathway
c) Improving horizontal and vertical communication
d) Ensuring mutual understanding

16. The following is a barrier to upward communication in an organisation;

a) Manager may withhold information.
b) The employee may fail to understand the message.
c) Employees may get information not relevant to their needs
d) Employees feel the management is not interested in their ideas

17. Which of the following is a consideration when developing a presentation?

a) Gender and presenter.
b) Leadership
c) Weather
d) The audience
18. Critical thinking characteristics include
a) Considering what is important in a given situation
b) Accepting what is established to provide services to a client/ community
c) Making decisions based on intuitions
d) Being able to read and follow the tutors orders

19. Reflection includes

a) Looking forward, looking at what is done now, looking backward
b) Looking forward, looking into the future, looking at the professional attitude
c) Looking inwards, looking backwards, looking forward
d) Looking upwards, looking at what is done now, looking outwards

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 20. Interviewing can be defined as
a) The process used to verify the information provided by the customer to resolve
some problems
b) The process the interviewer select to use unstructured probing open types of
questions during the interview
c) The purposeful interaction involving two or more people exchanging views with
one party asking questions while the other is responding.
d) The purposeful in depth informal conversation between two or more persons
exchanging information to assess customer’s acceptability for the service.

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SECTION B: SHORT ANSWER QUESTIONS 40 MARKS
1. State any FIVE (5) ways through which a health worker can create rapport with a patient (5
MARKS)
2. Describe any FIVE desirable skills of interpersonal relations (5 MARKS)
2. State and explain four barriers to effective communication. (8 MARKS)
3. Explain the advantages of two way communication (6 MARKS)
4. Describe any FIVE features of an official email communication (5MARKS)
5. Outline the 7Cs of effective communication (7 MARKS)
b) List eight (8) characteristics of mass communication. (4 MARKS)

SECTION C: LONG ESSAY QUESTIONS

1. Discuss application of effective communication in health care service delivery
(20Mks)
2. Discuss general barriers to effective communication between health workers and patients
(20Mks)

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