Question 1:

Communication is only possible unless the persons involved listen to the message and understand it.

(i) What is effective listening?

(ii) Describe the steps that can help you to improve your listening skills.

Question 2:

(a) What is non-verbal communication?
(b) Identify and describe using examples how non-verbal communication can affect effective communication.

Question 3:

(i) Identify and describe the written forms of communication used in organisations.
(ii) Explain the advantages and disadvantages of this type of communication.

Illustrate your answer using examples from your own experience.