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This examination paper consists of 5 printed pages © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL CONFIDENTIAL 2 BM/APR 2006/MGT269/268 QUESTION 1 a. To adopt an audience-centered approach to communication, what do you need to learn about your audience? List at least five (5) specific examples. (5 marks) Describe the six (6) phases of the communication process. (5 marks) b. c. Describe five (5) common types of communication barriers. (5 marks) d. Briefly explain five (5) characteristics of effective report content. (5 marks) e. Explain five (5) types of materials that are often best presented on handouts. 5 marks) © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL CONFIDENTIAL 3 BM/APR 2006/MGT269/268 QUESTION 2 Read the following letter content which is an extract from the column of ‘Reader’s Forum’ in the New Straits Times. Dear Forum, I had a very unpleasant experience at one of your chain hotel of Terang Resort Cherating. I reached at the resort lobby after a long journey from Kuala Lumpur. The journey was tiring and expecting a warm welcome from the hotel staff. I went to the resort on December 23, 2005, after getting the good feedback and recommendation from a friend. I waited for 20 minutes during that time.
There was only one front desk officer on duty. The other officer was absorbed in talking through the mobile phone. When I mentioned this to the officer at the desk, she was rather rude. My family and I decided to change the hotel until the officer on the mobile phone came running to me to render assistance. I wonder whether if there might be some other way the resort could monitor its staff so that the busiest times are better covered by more and dedicated employees. Also being rude is not a good customer service to the industry. Ani Ally 25, Jalan Tombak, Bandar Baru Bangi, 50000 Selangor
As the Resort Manager, you have read the letter by Miss Ani Ally in the New Straits Times. Reply to the complaint based on the content above. (25 marks) © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL CONFIDENTIAL 4 BM/APR 2006/MGT269/268 QUESTION 3 a) Syahrul, a regular customer of Jackson Dry Cleaners who picked up his dry cleaning in the last two days has complained about experiencing skin irritations after wearing his newly cleaned clothes. The management has discovered that a new employee mixed the wrong combinations of detergent when making the cleaning solution for the clothes.
As a clerk in Jackson Dry Cleaners, you are responsible to write a letter to the customer to explain the situation and to emphasize the problem. The letter will convey an offer to reclean the clothes for free and include a coupon for another free cleaning. (20 marks) b) By using appropriate approach either direct or indirect, write the following bad-news messages. i) A letter from an insurance company to a policyholder denying a claim for reimbursement for a special medical procedure that is not covered under the terms of the customer’s policy. 2. 5 marks) A memo to all employees notifying them that the company parking lot will be repaved during the first week of May and that the company will provide a shuttle service from a remote parking lot during that period. (2. 5 marks) ii) © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL CONFIDENTIAL 5 BM/APR 2006/MGT269/268 QUESTION 4 As a market researcher for Naza Star chain of car dealerships, you’re examining car and truck ownership and lease patterns among single drivers in various age groups.
By discovering which age groups have the highest percentages of owners, you will be better able to target advertising that promotes the leasing option. Using information in Table A below, prepare a bar chart comparing the number of owners with the number of leasers in each age category and provide information on your findings. TABLE A Age Group 18-24 25-29 30-34 35-39 40-44 46-49 50-54 55 + Number of owners (in 000s) 1,830 1820 1680 1,303 1,211 1,780 3,200 3,435 Number of leasers (in 000s) 795 1450 1412 1,905 1,895 1,426 1,145 860 (25 marks) END OF QUESTION PAPER © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL

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