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THE UNIVERSITY OF TRINIDAD & TOBAGO

FINAL EXAMINATION, APRIL, 2015

Course Code and Title: COMM 1004: Industrial Communication

Programme: Certificate in Process Operations (CPO)

Date: Friday 17 April, 2015 Time: 9:00 – 11:30 am

PLEASE READ ALL INSTRUCTIONS CAREFULLY BEFORE YOU BEGIN THIS


EXAMINATION

Instructions to Candidates

This exam is 2 hours 30 minutes (INCLUSIVE of 10 minutes reading time).

YOU MAY BEGIN WRITING DURING YOUR READING TIME.

1. This exam accounts for 50% of your overall course grade.


2. This paper consists of four (4) sections and ten (10) pages, (including the cover page).
3. You are to attempt questions from all sections. Marks for each section are clearly indicated.
4. Ensure that you read and follow the instructions in each section.
5. Answers to Section 2 ONLY must be written on the question paper itself.
6. Sections 1, 3 & 4 must be written in the answer booklet provided.
7. Please write only in pen. Answers in pencil will not be marked.
8. You must return the question paper along with your answer booklet to and other
writing paper to the Invigilator at the end of the examination.

Key Examination Protocol


1. Students please note that academic dishonesty (or cheating) includes but is not limited to
plagiarism, collusion, falsification, replication, taking unauthorized notes or devices into an
examination, obtaining an unauthorized copy of the examination paper, communicating or
trying to communicate with another candidate during the examination, and being a party to
impersonation in relation to an examination.

2. The above mentioned and any other actions which compromise the integrity of the academic
evaluation process will be fully investigated and addressed in accordance with UTT’s
academic regulations.

3. Please be reminded that speaking without the Invigilator’s permission is NOT allowed.

PLEASE RETURN COMPLETE EXAM PACKAGE TO THE INVIGILATORS

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April, 2015 Final Examination
COMM 1004
SECTION 1

CASE STUDY (25 marks)

Instructions:
 Read the scenario below then answer the four (4) questions that follow.
 Please answer in complete sentences.
 Write your answers to these questions in the answer booklet.
 [Spend 45 minutes here].

THE CONFRONTATION

Bob Snide, an account manager at Home Care Health Equipment has not received the raise that
he thinks he deserves. When Bob met with his boss, Natasha Rangoo, last Saturday at the
company’s Christmas party, he said to her with a smile, “Ms Rangoo, I expected to get a raise
and a bonus for Christmas.”

Ms. Rangoo raised her eyebrows and in a cold voice she said, “A bonus? For you?”

“Yes. Don’t you think I deserve it?” Bob asked, tilting his head, his eyebrows wrinkled.

“You deserve nothing!” Ms. Rangoo suddenly snarled, with pent-up anger bursting from within.

“Nothing?” Bob asked, almost too stunned to speak.

“Yes, nothing!” Ms. Rangoo repeated, “Don’t you think I know that you’ve missed eight days at
work for this year? Besides, I understand from reliable sources that you are unwilling to work
beyond the 40-hour work week to complete rush jobs, and you have not attended two mandatory
training sessions on the company’s new computerized inventory system.”

“Madam, I missed both training sessions because I was on job-related assignments at those
times…and please be aware that I am allowed five days sick leave as part of my contract.”

“Too many of you take advantage of sick leave! It isn’t hard for anybody to pass a few bucks to a
‘doctor-friend’ to write up a medical for you, when you are not sick at all!” Ms. Rangoo rolled
her eyes.

“Madam, I assure you that I was indeed sick and as our company’s parental policy allows, I took
three days to take care of my children when they fell ill and…”

“And what?”Ms. Rangoo snapped, cutting him off as she swirled her glass of wine vigorously,
“Why do you have to stay at home to see about children? Isn’t that what your wife is there for?”

Bob remained calm, but he drummed his fingers on his glass. He did not explain that his wife
had died that year. He simply delivered a piercing glance at Ms. Rangoo and thought to himself,
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April, 2015 Final Examination
COMM 1004
“why doesn’t this woman stay at home and have herself some children, instead of trying to make
it into the boardroom by acting like a man?”

Bob shook his head and walked away. He went to the office and immediately fired off an email
to Ms. Rangoo’s supervisor, the director of Human Resources and even the Chief Executive
Officer (CEO) writing some sentences in bright red capital letters. Then on the company’s
website, Facebook and Twitter, he posted several negative comments about the attitude of
women in management positions.

Composed by: Ms. Sharon Syriac, Communication Studies, University of Trinidad & Tobago
(UTT), Point Lisas.

QUESTIONS

1. In relation to the above case study, use the appropriate jargon to explain the
communication process by applying your understanding of its key components and
elements. (6 marks)

2. Identify and discuss three (3) barriers to communication evident during this
confrontation.
(6 marks)

3. Both colleagues used non-verbal communication (NVC).


(a) Explain what is meant by NVC. (3 marks)
(b) Identify two specific instances where each member used different NVC symbols and
explain what each NVC meant. (6 marks)

4. With reference to Bob’s use of electronic communication, identify and explain the
following:
(a) What messages would Bob’s use of electronic communication have sent to his
superiors about him? (2 marks)
(b) What messages would Bob’s use of electronic communication have sent to the
general public about his organization? (2 marks)

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April, 2015 Final Examination
COMM 1004
SECTION 2

FORMAT, GRAMMAR, PUNCTUATION, SPELLING & MECHANICS (25 marks)

 All answers to Section 2 must be written ON THE QUESTION PAPER ONLY.


 This section comprises Parts A, B, C and D.

PART A

All answers to Part A must be written in the space provided.

Instruction: In questions 1 – 10, there are errors in sentence construction. If the sentence
is correct, write the word “CORRECT” in the blank space below. However, if the sentence
is incorrect, write the correctly constructed sentence in the space provided.

1. Please sign the contract quickly, Mr. Rammy is waiting for it.

________________________________________________________________________

2. Dr. Dalaney gave a presentation on the use of drugs in our auditorium.

________________________________________________________________________

3. The new grade of paper is lightweight, nonporous and it is inexpensive.

________________________________________________________________________

4. To Betty and I, the solution was obvious.

________________________________________________________________________

5. The advantages of intranets are clear; the challenge is persuading employees to share
information.

_______________________________________________________________________

________________________________________________________________________

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April, 2015 Final Examination
COMM 1004
6. Even when the best employee is considered for a raise, they often do not receive it.

________________________________________________________________________

7. All drivers of leased automobiles are billed $100 if damages to his automobile are
caused by a collision.

________________________________________________________________________

________________________________________________________________________

8. Its clear that there are many bugs in the software.

9. The human resources department will be interviewing in Dallas Texas, Stillwater


Oklahoma and Little Rock Arkansas for the new position.

________________________________________________________________________

________________________________________________________________________

10. Net income after taxes is known as “the bottom line”; that’s what’s important here.

_______________________________________________________________________

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April, 2015 Final Examination
COMM 1004
PART B

Instruction: In the letter below, no punctuation has been added. INSERT IN PEN the
correct punctuation on the document, as might be necessary. This letter is in closed
punctuation. (10 marks)

08 January 2015

Mr Ron Smith
1234 Homes
Carbondale IL 34125

Dear Mr Smith

Yesterday my partners and I read about your invention in the Herald Tribune and
we want to congratulate you on this new idea and ask you to work with us on a
project like it

We cannot wait to begin our project however before we can do so I would like you
to answer the following questions

 Has your invention been tested in salt water

 What is the cost of replacement parts

 What is your fee for consulting

Once I receive your answers to these questions my partners and I will contact you
regarding a schedule for operations we appreciate your design concept and know
it will help our business tremendously we look forward to hearing from you

Yours sincerely
Elias Agamen
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April, 2015 Final Examination
COMM 1004
PART C

Instruction:

Each of the following sentences contain errors in spelling, punctuation, verbs and pronoun
agreement, sentence structure, and modification. CIRCLE the letter corresponding to the
section of the sentence containing the error.

1. Everyone should make sure that they are well represented in union meetings; otherwise,
A B C
management could become too powerful.

2. The supervisory staff are making decisions based on scheduling , but all employees want
A B C
to ensure quality control.
D
3. Few countries possess nuclear weapons, but many countries tried to build them.
A B C D

4. Customers who complain often alert us to changes we need to make.


A B C
5. The reason for this change is because the CEO now requires fuller disclosure.
A B C D

PART D

Instruction:
UNDERLINE the misspelled word in each line, and WRITE it correctly. (5 marks)

1. Phenomenon hypocricy assistance ________________________

2. Seperately exhaustible parallel ________________________

3. Surprise harrass argument ________________________

4. Liaison precedent similiar ________________________

5. Wierd license deceive ________________________

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April, 2015 Final Examination
COMM 1004
SECTION 3

WRITING A MEMO (25 marks)


Instructions:
 Based on the information provided, use the fully-blocked format and open
punctuation in applying the principles of written communication to answer
EITHER question A) OR B) in the following scenarios.
 Use the Memorandum format that you learnt this semester.
 Include an appropriate letterhead.
 [Spend 45 minutes here].

EITHER
Scenario A

You are the Health & Safety Manager of SULPHET Company Limited of 125-135 Picochet
Road, Industrial Estate, Pointe-a-Pierre. This company is responsible for the production of
sulphur-related products and by-products for domestic and industrial use.

A group of twelve (12) graduate trainees is to join the company soon. You are responsible for
the two (2) week training of these individuals in the health and safety regimes of the company,
focusing on the high risks involved in the immediate chemical environment, as well as each
individual’s responsibility to his/her colleagues in obeying critical protocols in the workplace.
Company insurance and site drills are also included in this training session.

Write an instructional memo to the twelve (12) trainees giving full details of the two (2) week
training programme. Discuss relevant details. Use the third person only.

OR
Scenario B

You are the Laboratory Assistant for the Chemical Engineering Laboratory at the University of
Trinidad and Tobago (UTT), Tobago campus.

Upon entering the laboratory at 7:45 am, you found the door ajar. On further investigation you
discovered that several pieces of equipment and materials were scattered around, and some were
even missing from their original locations.

Write an informational/general memo to your immediate supervisor, Mrs. Janet Ching-Wing the
Chief Laboratory Operator, giving full details of your discovery that morning. Describe the way
forward. Use the first person point-of-view. Copy the necessary security services, and other
relevant individuals on the compound.

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April, 2015 Final Examination
COMM 1004
SECTION 4

CRITIQUE OF VISUAL & DOCUMENT DESIGN (25 marks)

Instructions:

 Mr. Paul Solace is the Operations Manager a foreign natural gas company called
“NATCHEM Industries Company Limited”.
 He was requested by his superior to prepare a workshop for a group of five (5)
newly recruited Trinbagonian trainees entering the company. These trainees are to
be directly involved in the production of natural gas products and by-products.
 He is responsible for the trainees’ introduction to natural gas fractionization.
 Mr. Solace produced a visual in his Power Point presentation entitled “The Reflux
Process.” The slide is included below on page 9.
 In your answer booklet, answer the questions related to the visual.
 Please answer in complete sentences.
 [Spend 35 minutes here].

The Reflux process


Reboiller flow outline

Overhead gas condences, liquid acumulates in reflux drum


and the gas exits. Reflux is pumpped back to column to
cool and maintain top temprature.
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April, 2015 Final Examination
COMM 1004
Examine the above visual aid and complete the following tasks:

(a) Identify and list any five (5) separate types of errors found in the design of the visual.
(5 marks)

(b) Clearly state why each of the five (5) errors identified in (a) above is unacceptable as a
visual aid in an oral presentation. Highlight in each case the presentation rule pertaining
to visual aids that the speaker has broken in making such a design error.
(15 marks)

(c) If you were Mr. Paul Solace, other than the errors already discussed in parts (a) and (b)
above, suggest and describe two (2) new ways that you could effectively improve the
above power-point slide. (5 marks)

THE END
HAPPY HOLIDAYS!!!


PLEASE RETURN COMPLETE EXAM PACKAGE TO THE INVIGILATORS

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April, 2015 Final Examination
COMM 1004

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