FACULTY OF BUSINESS SCHOOL OF COMPUTING AND MATHEMATICS SESSION 1 EXAMINATION 2011 [201130] ITC105 COMMUNICATION & INFORMATION MANAGEMENT

T ON CAMPUS, DISTANCE EDUCATION & STUDY CENTRES

LECTURER: DAY & DATE:

Anthony Chan, Corinna Ng, Margaret Redestowicz, Giuseppe Giovenco, Robert Stocker TIME: READING TIME: Ten (10) minutes 1x12 page answer booklet, General Purpose Answer Sheet (GPAS) English and/or Foreign Language Dictionary, unannotated and unmarked

WRITING TIME: Two (2) hours MATERIALS SUPPLIED BY UNIVERSITY:

MATERIALS PERMITTED IN EXAMINATION:

NUMBER OF QUESTIONS: 4 short answer questions, 30 multiple choice questions INSTRUCTIONS TO CANDIDATES: 1. 2. 3. 4. Attempt ALL questions as directed in the GPAS and answer book provided. Please enter your name and student number and sign in the box provided below. This examination is worth 50% of the final assessment. The exam has 2 PARTS Part A has 30 multiple choice questions 1 mark each. Answer all questions. Part B has 4 short answer questions 20 marks each Answer each question on a new page. Answer the correct question by shading in the right answer with a 2B pencil only. This examination is worth 50% of the final assessment. This is a CLOSED book exam.

30 marks 80 marks

5. 6. 7.

INSTRUCTIONS TO INVIGILATORS: THE CANDIDATE MAY NOT RETAIN THE EXAMINATION QUESTION PAPER. PLEASE COLLECT BOTH GPAS & 12-PAGED BOOKLET. STUDENT NAME: ........................................................................ STUDENT No.: .............................

STUDENT SIGNATURE: .................................................................................................

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EXAM BASED ON BCOM 2nd Edition

Part A: Answer all fifty (30) questions by shading the correct answer in the General Purpose Answer Sheet (GPAS). Use a 2B pencil to shade in the right answer; do not use a pen. Erase all unwanted answers cleanly.

1. Which one of the following is not part of the communication process model? A. encode message B. interferences C. value of message D. channel selection 2. What does the following sentence describe? An assortment of non-cognitive skills, capabilities and competencies that influence a persons ability to successfully cope with environmental demands and pressures. A. Intelligence Quotient B. Military Competence C. Emotional Intelligence D. Adaptive Communicator 3. Which of the following is not a characteristic of an effective grouping for communication? A. longevity B. common goals C. group norms D.nationality 4. Negative roles detract from a communication groups purpose. Which one of the following is not such a role? A. isolate one who is present but fails to participate B. airhead one who is never prepared C. digresser one who deviates from the groups purpose D. freelancer one who is there to enjoy the benefits 5. Which of the following examples illustrates compliance-resisting? A. Sam would lie all the time to his colleagues to get out of doing any extra work. B. Jamie was asked to always wear a safety vest as her job needed her to be visible. But she is often very forgetful in this aspect of her work. C. John asked to be sent overseas for a training class and worried he might be refused. He prepared other reasons why he should be sent to that particular training session. D. Jane always buys the cheapest electrical appliance and does not bother about its electrical or electronic safety compliance.

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Questions 6 to 10. Each of the following describes a type of communication. Select the answer that best fits the description. 6. Sydney Fried Chicken has recently announced a new healthy cooking method for its roast chicken. A. intrapersonal communication B. interpersonal communication C. organisational communication D. public communication 7. Mr. Brown, owner of Sydney Fried Chicken, often thinks deeply about how he can improve food choices and quality. A. intrapersonal communication B. interpersonal communication C. organisational communication D. public communication 8. To deliver value to customers, the kitchen must work hand in hand with suppliers to ensure the freshest ingredients are only used. A. intrapersonal communication B. interpersonal communication C. organisational communication D. public communication 9. Every worker must inform other team members if any unsafe practice or suspect food substance is discovered during their shift. A. intrapersonal communication B. interpersonal communication C. organisational communication D. public communication 10. Mr. Brown often meets with Sydney Fried Chickens chef to find out how the kitchen staff is coping with customer demands. A. intrapersonal communication B. interpersonal communication C. organisational communication D. public communication

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11. Which of the following statement relates to conflict resolution? A. conflict occurs when there is interest in money or financials B. competition with other companies always result in differences C. industrial spying always results in internal conflicts D. the first dysfunction that occurs is a lack of trust.

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12. When does groupthink occur? A. When group members dominate interaction B. When a certain group is rewarded better than the other group C. It happens when supervisors are absent from a meeting D. Teams gang up to fight competitive strategies from another company 13. What is a clich in communication? A. a valuable customer that can assist you in securing good contracts B. leadership qualities shown by the company directors speech C. an overused expression common in conversations and business messages D. technical terms used frequently in communication 14. What are the two basic components of a persuasive message? A. correct language and colourful print B. length of product in market and names of directors C. claims and evidences D. sales figures and company profits 15. Which of the following is NOT a principle of sound writing principles? A. let receivers have the spotlight B. use concrete nouns and passive verbs C. usage of specific language D. keeping paragraphs short 16. Which of the following is about primary research I. Review of works written by investigators over the last 10 years II. Experiments on how sugar level affects the learning of ITC105 III. Checking data collected by the Australian Bureau of Statistics IV. Observing how teenagers pick their drink flavours A. I, II and III B. I and III C. II and IV D. III only 17. Which of the following statements illustrate understanding value differences can aid in interpreting messages? A. Germans preferring the direct pattern for positive and negative messages B. Asians preferring to eat rice for their main meal C. You can bribe officials to do favours in some countries D. Scolding loudly in some countries mean you can get better service

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Questions 18 to 20. Refer to the chart below and pick the correct answer on each of the following scenarios.

18. Which statement best describes the approach in the chart? A. Inductive Outline Used in Persuasive Messages B. AIDA method of communication invented by Robert Luhr C. Communication Principles at all fast food outlets D. Shannon-Weaver Model of Communication 19. Which of the following scenario is the best way to use the above method of communication? A. Earthquake warning announcement in a high rise B. Safety briefing by a flight attendant C. Making a presentation to your company employees D. Writing an Oscar winning movie script 20. Which of the following shows the creation of desire? A. be objective and ethical B. presentation of how bad competitors product is C. tells the consumer that he/she can save, if bought in bulk D. include number of people that have used the product overseas

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Questions 21 to 25 are based on Communication with Indigenous Peoples in Australia

21. Which of the following are correct attitudes when communicating with Indigenous people? I.You must be aware of your own attitudes and values about them. II. You need to be financially sound. III. Being informed in their culture, participating in their community life. IV. Attending community events. A. I, II and III B. II only C. I, III and IV D. All of the above statements 22. In non-verbal communication with Indigenous people, silence could be interpreted as: A. not understanding what was said or conveyed B. waiting for consenses, community support or a sign of deep listening C. needing you to be more aggressive in your speech D. failure for them to accept your views 23. Which of the following is a good tip about working effectively with Indigenous people? A. Having reasonable knowledge about their problems B. Ability to speak the language of at least three groups C. Do not tell the truth if it is going to hurt their feelings D. Taking genuine interest without being intrusive 24. The use of body language among Indigenous people A. is common and can include gestures with the mouth, head or hand B. indicates that a failure of acceptance of your views C. shows fear of foreign culture and ideas D. is a result of a legacy of mistrust and cynicism about whitefella motives 25. Which of the following is NOT true about working with Indigenous children? A. it is common for them to touch an adult to communicate a need B. shyness is not a problem and they will gladly state all their achievements C. they are more likely to do a task out of a desire to please than out of authority D. formal situation and environments are likely to stress a child

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26. Which of the following are suggested tasks you do after a presentation? I. Be prepared for a question-and-answer session II. Going off for a coffee break with the audience III. Distribute handouts IV. Ask audience to rate your presentation A. I, II and III B. I only C. I and III D. All of the above 27. Chronemics is the study of: A.space B. time C. culture D. chromosomes 28. All the following are appropriate ways in communicating or breaking bad news to employees or the public except ONE: A. calling for a press conference on the premises B. showing empathy and respond to the feelings of the audience C. giving a complete, rational explanation of the problem D. conveying the news as soon as possible 29. Jane Doe is preparing an electronic resume that can be scanned accurately. Which of the following principles is not a good one to follow? A. using 10 to 14 point font sizes B. using popular and non-decorative typefaces C. providing ample white space D. using italics and underlining 30. Which of the following principles allow you to enhance your credibility as a researcher? I. avoiding emotional terms II. identifying assumptions III. labeling opinions IV. using documentation A. I and II B. I and III C. II and III D. All of the above

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PART B Short Essay Answer all three (4) questions in the 12-paged booklet provided. Each question is 20 marks. Start each question on a new page, write the question number clearly on the first line.

Question1: Youworkinalocalhighschoolandhavebeenaskedtolistentothesuggestionsand grievanceofagroupofstudentsabouttheirlearningenvironment.Whatstrategies wouldyouhavetoadopttobeaneffectivelistener?Giveanyfive. Question2: ThefollowingquestionrelatestothecommunicationwithIndigenouspeoplesof Australia. (a) YourcompanyhasassignedyoutoorganiseaWelcometoCountryceremonyfor aninternationalconferencetheyareabouttohostfor100foreignvisitors.Canyou explainwhatthisceremonyisallaboutandwhatprotocolsyouwouldobservein gettingthisceremonyperformed? (b) YouhavebeenaskedtoadvisethePresidentofthecompanywhowillbeaddressing thedelegatesinhisopeningdinnerspeechthatnightabouttheAcknowledgement toCountry.However,youknowtheplacewherethedinnerisheldisalocation wherethereisadisputeaboutwhothetraditionalownersare.Shouldyoustill proceedtoruntheceremony?Ifyes,howwouldyoudealwiththis? Question3: Youaregivingapresentationtoaculturallydiverseaudienceandaretryingtosellthem theadvantageofinstallingsolarpanelstoprovidehotwaterfortheirhomes.Giveany fourprinciplesthatyouwouldhavetoadhereto,inyourpresentation.[Rememberwe arenotlookingfortheadvantages/disadvantagesofhavingsolarpanels.]

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Question4: Itisimportanttodocumentallsourcesofinformationinanywrittenpieceofwork. Givefourpointsyoucouldusetosupportthestatementabove.

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