Human Relations June/July 2015 Past Examination Question Paper – KNEC
This Past Paper examination was examined by the Kenya National Examination Council (KNEC) and it applies to the following Certificate courses
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Diploma in Baking Technology
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Diploma Food and Beverage Production, Sales and Service Management
Note: To easily navigate through the KNEC Past Examination Paper Pdf below, Mobile phone users are advised to use Mozilla or Chrome browsers
THE KENYA NATIONAL EXAMINATIONS COUNCIL
DIPLOMA IN BAKING TECHNOLOGY
DIPLOMA IN FOOD AND BEVERAGE PRODUCTION
DIPLOMA IN SALES AND SERVICE MANAGEMENT
MODULE III
HUMAN RELATIONS
TIME: 3 Hours
1. (a) Explain the meaning of the following terms:
(i) Human relations (2 marks)
(i) Social organizations (2 marks)
(b) Highlight four factors that make individuals in the workplace different. (4 marks)
(c) Explain the meaning of:
(i) Personality; (2 marks)
(ii) Employee morale. (2 marks)
(d) Highlight four reasons for empowering employees.
(e) Identify four characteristics of a leader. (4 marks)
2. (a) (i) Distinguish between McGregor’s Theory X and Y managers. (4 marks)
(ii) Explain how a theory Y manager achieves positive results from employees. (6 marks)
(b) Enumerate five ways managers may destroy employee morale. (10 mans)
3. (a) (i) Illustrate Maslows hierarchy of needs. (4 marks)
(ii) When dealing with employees, managers must understand that people cannot fulfil higher order needs before lower order needs. Explain. (6 marks)
(b) Fredrick Herzberg believed that hygiene factors were necessary to keep workers satisfied. Explain five hygiene factors in a hospitality establishment. (10 marks)
4. (a) Explain four characteristics management would look for in staff seeking promotion. (8 marks)
(b) (i) Explain the meaning of the term bureaucracy. (2 marks)
(ii) Using Max Weber’s theory, explain five characteristics of a bureaucratic organization. (10 marks)
5. (a) Highlight five advantages of groups in the workplace. (10 marks)
(b) Explain five factors of motivation and how each motivates employees to higher performance. (10 marks)
6. (a) (i) Explain the meaning of the term “stress: in the workplace. (2 marks)
(ii) Explain four causes of stress in the workplace. (8 marks)
(b) (i) Explain the meaning of the term diversity in the workplace.
(ii) Explain four benefits of diversity in a hospitality establishment. (8 marks)
