NATIONAL CERTIFICATE

COMMUNICATION N6
(Second Paper)
(5140406)

25 November 2019 (X-Paper)

09:00–11:00
CLOSED-BOOK EXAMINATION

TWO dictionaries (bilingual and/or explanatory) may be used. NO electronic dictionaries

may be used.

This question paper consists of 8 pages and 1 addendum.

Copyright reserved Please turn over

(5140406) -2-

DEPARTMENT OF HIGHER EDUCATION AND TRAINING

REPUBLIC OF SOUTH AFRICA
NATIONAL CERTIFICATE
COMMUNICATION N6
(Second Paper)
TIME: 2 HOURS
MARKS: 100

INSTRUCTIONS AND INFORMATION

1. Answer ALL the questions.

2. Read ALL the questions carefully.

3. Number the answers according to the numbering system used in this

question paper.

4. Start each question on a NEW page.

5. Use only a BLACK or BLUE pen.

6. Leave at least THREE lines after each question.

7. Write neatly and legibly.

Copyright reserved Please turn over

(5140406) -3-

Read the article 'I didn't lose sight of my dreams' in the ADDENDUM (attached) and
answer the questions.

QUESTION 1: MOTIVATION

1.1 Ngalo-Morrison, the former dean of student affairs at the University of Fort
Hare, said it was the potential of young people and not the handicap of
poverty that inspired her thesis.

What does it mean to have potential? (2)

1.2 Name FOUR factors that influence motivation in the workplace. (4)

1.3 Identify each of the following Maslowian needs by writing only the answer
next to the question number (1.3.1–1.3.4) in the ANSWER BOOK.

1.3.1 'I always knew I would one day do a doctorate degree. It has
always been a personal goal.'

1.3.2 She went into exile in Nigeria in the 1970s when her brother was
sent to Robben Island after he was arrested on the border of
Botswana.

1.3.3 Her daughter, taken to her sister-in-law in Lesotho, joined her six
months after she fled the country.

1.3.4 'We know there are thousands upon thousands of disadvantaged

people.'
(4 × 1) (4)

1.4 Choose a term from COLUMN B that matches a description in COLUMN A.

Write only the letter (A–D) next to the question number (1.4.1–1.4.4) in the
ANSWER BOOK.

COLUMN A COLUMN B
1.4.1 Factors, explained by Herzberg, A deficiency needs
referring to job content

1.4.2 Lower-level needs of Maslow

B hygiene factors 
C motivating factors
1.4.3 Factors, explained by Herzberg,

1.4.4
referring to job context

Higher-level needs of Maslow
D growth needs

(4 × 1) (4)

Copyright reserved Please turn over

(5140406) -4-

1.5 Name THREE important factors employers should consider to ensure their
employees are satisfied in their office space. (3)

1.6 On Tuesday, 29 August, Ngalo-Morrison (69) earned a PhD degree from the
University of the Western Cape (UWC).

1.6.1

Is Ngalo-Morrison a motivated person? (1)

1.6.2 Substantiate the answer in QUESTION 1.6.1 by quoting from the

article. (2)
[20]

QUESTION 2: PROBLEM SOLVING AND DECISION MAKING

2.1 What was the biggest problem Ngalo-Morrison experienced as a young

2.2
student in her fight for liberation?

Ngalo-Morrison completed her master's degree in Nigeria and now completed
(1)

her doctorate degree at the University of the Western Cape. She also lived in
New Zealand.

2.2.1 Explain the term frame of reference. (2)

2.2.2 Name THREE other factors that can influence interpersonal

communication. (3)

2.3 Choose the correct word from those given in brackets. Write only the word
next to the question number (2.3.1–2.3.3) in the ANSWER BOOK.

2.3.1 (Simulation/Experimentation) occurs when role-play techniques are

used to see if the solution being implemented will be successful.

2.3.2 The (origin/magnitude) of a problem shows where it started.

2.3.3 When asking how urgent a matter is, we refer to the

(location/timing) of the problem.
 (3 × 1) (3)

2.4 State FOUR aspects to consider before implementing a possible solution. (4)

2.5 Explain why there is an interdependence between problem solving and

decision making.
 (2)
[15]

Copyright reserved Please turn over

(5140406) -5-

QUESTION 3: COPING WITH CONFLICT

3.1 Define the term conflict. (3)

3.2 Identify each of the following types of conflict by writing only the answer next
to the question number (3.2.1–3.2.7) in the ANSWER BOOK.

3.2.1 Political, social, economic and religious differences

3.2.2 Different perceptions regarding the functions of management,

3.2.3
identity and staff

Conflict between two or more people

3.2.4 Conflict within an individual

3.2.5 Conflict between members of competing organisations

3.2.6 Degrees of conflict between different groups of an organisation

3.2.7 Conflict between individuals within the same group

(7 × 1) (7)

3.3 Ngalo-Morrison, however, said she remained squarely focused on her studies
despite being a student activist at the height of the anti-apartheid uprising.

3.3.1 Which type of conflict is Ngalo-Morrison referring to in her

3.3.2
statement?

Explain the modern view of conflict.
(1)

(2)

3.3.3 State FOUR negative consequences of conflict. (4)

3.4 Name the approach towards conflict in each of the following scenarios by
writing only the answer next to the question number (3.4.1–3.4.5) in the
ANSWER BOOK.

3.4.1 The conflict is very serious and there is enough time and
willingness on both sides to get to the root of the problem and

3.4.2
address it.

You want to satisfy others and maintain cooperation.

3.4.3 Parties have equal power and agree to both give up something to
maintain the conflict situation. When faced with a lack of time, this

3.4.4
approach is useful.

Conflict is unimportant and ignoring it will make it go away.

3.4.5 A quick resolution is needed on an important, unpopular issue and

both parties put aside their differences to face a more common
enemy.
(5 × 1) (5)

Copyright reserved Please turn over

(5140406) -6-

3.5 Ngalo-Morrison joined Old Mutual where she founded the Old Mutual
Education Trust. One of Ngalo-Morrison's employees has a troubling concern
in the workplace and decides to lodge a grievance.

3.5.1 Define the term grievance procedure.  (2)

3.5.2 What is the purpose of a grievance procedure? (2)

3.5.3 What is the procedure called when employers take action against
employees who behave inappropriately in the workplace? (1)

3.5.4 Give FOUR advantages of the procedure named in

QUESTION 3.5.3. (4)
[31]

QUESTION 4: COPING WITH STRESS

4.1 After fleeing South Africa, Ngalo-Morrison did not see her daughter for six
months.

4.1.1 What are the factors that cause stress called? (1)

4.1.2 Give FOUR reasons for stress in the workplace. (4)

4.1.3 State SIX ways to combat stress at work. (6)

4.2 Identify each stage of stress in the following scenarios by writing only the
answer next to the question number (4.2.1–4.2.3) in the ANSWER BOOK.

4.2.1 As a student, Ngalo-Morrison often had to escape difficult

situations after illegal meetings. She felt her heart beating faster

4.2.2
and often had sweaty palms when this happened.

After remaining underground for a few years, Ngalo-Morrison
ended up in hospital. She was told to rest and take it easy.

4.2.3 Although Ngalo-Morrison felt tired of fighting the system, she

succeeded in keeping her stress levels under control. She felt the
pressure daily, but endured during this stressful time.

4.3 What does it mean to be assertive?

 (3 × 1) (3)

(1)

Copyright reserved Please turn over

(5140406) -7-

4.4 Indicate whether the following statements are TRUE or FALSE. Choose the
answer and write only 'True' or False' next to the question number
(4.4.1–4.4.5) in the ANSWER BOOK.

4.4.1 You are suffering from work overload when your employer places
you in a position with no experience to do the job properly and you
struggle to complete tasks in time.

4.4.2 Depression is a result of the emotional effects of stress.

4.4.3 Eustress causes anxiety or concern and feels unpleasant.

4.4.4 Constantly checking your cellphone or email for messages shows

the physical effects of stress.

4.4.5 An easy-going person, who steadily works on tasks, has an

A-personality.
 (5 × 1) (5)
[20]

QUESTION 5: INTERVIEWS

5.1 Name the TWO principal parties in an interview. (2)

5.2 Name the type of employment interview in each of the following scenarios by
writing only the answer next to the question number (5.2.1–5.2.3) in the
ANSWER BOOK.

5.2.1 Ngalo-Morrison asks questions in a unique conversational situation

and, as the interviewer, she determines the course that the

5.2.2
conversation will take.

Ngalo-Morrison has a number of predetermined questions and
plans which will be put to each applicant to evaluate them
individually according to the answers provided.

5.2.3 Ngalo-Morrison decides to ask experts to assist her when doing

interviews. These experts do individual tests on the applicants.
Ngalo-Morrison and her team then take turns to interview the
applicants individually.
 (3 × 1) (3)

5.3 Name the THREE phases of an employment interview and give an objective
for each interview phase. (3 × 2) (6)

Copyright reserved Please turn over

(5140406) -8-

5.4 Complete the following paragraph by using the words in the list below.
Write only the missing word next to the question number (5.4.1–5.4.6) in the
ANSWER BOOK.

receiver; barrier; channel; message; indirect; sender; direct

During a radio interview, the interviewer, also known as the (5.4.1) …, asks a
question which becomes the (5.4.2) … in the interview process.
The interviewee or (5.4.3) … replies and feedback is (5.4.4) … A radio
listener phones in and provides (5.4.5) … feedback. Unfortunately, the line he
is talking on is unclear and this is called a (5.4.6) …
 (6 × ½) (3)
[14]

TOTAL: 100

Copyright reserved
(5140406)

ADDENDUM

I DIDN'T LOSE SIGHT OF MY DREAMS

By James de Villiers | 4 September 2017
CAPE TOWN – 'Not losing sight of my dreams,' is what 69-year old anti-apartheid
activist and recent PhD graduate Lulama Ngalo-Morrison says is her recipe for
success. 'I always knew I would one day do a doctorate degree. It has always been a
personal goal,' Ngalo-Morrison told News24.
'For me, education is fundamentally a liberation tool.' On Tuesday 29 August,
Ngalo-Morrison's thesis on the 'Factors that influence academic attainment of
sponsored students in the South African higher education system' earned her a PhD
from the University of the Western Cape (UWC). She is the first in her family to get a
degree.
INSPIRATION
Ngalo-Morrison, the former dean of student affairs at the University of Fort Hare, said it
was the potential of young people and not the handicap of poverty that inspired her
thesis. 'We know there are thousands upon thousands of disadvantaged people,
however, there are also thousands and thousands of capable, brilliant individuals who
need to be nurtured towards achieving their dreams. This study is about highlighting
the strengths, possibilities, opportunities and hope that our communities need.'
Ngalo-Morrison grew up in Umtata in the Eastern Cape and completed her matric at
Healdtown Comprehensive School just outside of Fort Beaufort. While completing her
undergraduate at Fort Hare, she said that for students at the time: 'It was not a choice
but a duty and fundamental belief that liberation started with us.'
Ngalo-Morrison, however, said she remained squarely focused on her studies despite
being a student activist at the height of the anti-apartheid uprising. 'I knew our
liberation and future depended on each of us remaining committed to completing our
university degrees.'
She went into exile in Nigeria in the 1970s when her brother was sent to Robben Island
after he was arrested on the border of Botswana. Her daughter, taken to her
sister-in-law in Lesotho, joined her six months after she fled the country.
GOALS
In Nigeria, Ngalo-Morrison completed a master's degree in special education and
learnt American Sign Language (ASL). After 12 years in exile, she and her husband
immigrated to New Zealand before returning to South Africa in 1998 where she joined
the student affairs department of the University of Fort Hare.
In 2009, Ngalo-Morrison joined Old Mutual where she founded the Old Mutual
Education Trust which identifies and supports students from disadvantaged
communities. Having retired in July, Ngalo-Morrison said she looked forward to
publishing her thesis and writing about 'life experiences and the power of resilience.'
She said she will, however, always be involved in cultivating 'a mindset of self-belief,
hard work, positivity and resilience' among South African youth. 'When we truly own
and believe in our innate abilities no matter where we come from, we can change the
world,' Ngalo-Morrison said.
[Adapted from: [Link]]
Copyright reserved