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Academic Session 2015

Second Semester Examination

November / December 2015

WUC107/03 Workplace Communication Skills

Marking Scheme
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Part A (40 marks)


Answer any FOUR (4) questions. Each question carries 10 marks.

1. Identify FIVE (5) points you need to remember when preparing a


voicemail message.

Before you leave your message on the machine, make sure you listen to
the instructions carefully.
Only start speaking after a given signal (usually a beep).
Speak clearly and slowly.
Spell names (your name, organisation or venue) slowly so that the other
person is able to follow.
Repeat numbers (e.g., telephone numbers and addresses).
Dont forget to leave your name, contact number and a short message.
You must ensure that your message isnt too lengthy because most
machines allow only a limited time for your message. Generally, the time
limit is 10 -30 seconds.

2 marks per point

Accept any relevant answer


Any five of the above

(5x2 marks = 10 marks)

2. List FIVE (5) useful tips for speaking to answering machines.

Tip #1: Always plan ahead. Prepare for your call and the possibility you will
be asked to leave a voicemail message. Research your subject and your clients
and/or prospects before you make your call and be prepared to reference that
research in your voicemail message.

Tip #2: Practice delivering your voicemail message prior to placing the call
so you are will prepared to deliver a well-planned voicemail message.
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Tip #3: Do your homework to get to know the person who will get your
voicemail message.

Tip #4: Make it a habit to leave your contact information up front in your
voicemail message. This will make sure the receiver of your message knows
how to contact you if the message gets cut off before you finished. Always
repeat your contact information at the end of your message (unless you have
gotten cut off).

Tip #5: Discipline yourself to focus on one topic in your voicemail message. If
you have too many topics, please consider e-mail to be a more effective
communications tool for multiple topics.

Tip #6: Provide enough detail in your voicemail, without using up all the
available space for your message, so the receiver has what he or she needs to
respond to your message and so you will not waste time playing phone tag.

Tip #7: Always speak distinctly and clearly to ensure your voicemail message
will be understandable to the receiver. You should slow down and pronounce
words carefully.

Tip #8: Please spell your name and/or any difficult or unusual words if your
name is hard to pronounce or unusual, or if an unusual word may be difficult
for the receiver to understand over the phone.

Tip #9: Always state who the voicemail message is for since some voice mail
system may serve multiple people.

Tip #10: Keep your voicemail message simple and concise. A business
message should be to the point and in as few words as necessary.

Tip #11: Always correct yourself if you misspeak in your voicemail message
by starting that part of your message again and repeat it correctly.

Tip #12: Never leave the same voicemail message twice. Always change your
voicemail message to include another great point or piece of information.

Tip #13: Leave yourself a voicemail message and listen to it carefully. Listen
to the tonality of your voice. Ask yourself if you are not speaking in a
monotone and if you sound boring. Avoiding the monotone and boring
speaking will increase the effectiveness of your voicemail message and will
increase the probability that it will actually be listened to by the receiver.

Tip #14: Set a goal to try to keep your voicemail message to under 60 seconds.

Tip #15: Make sure to state a reason for the recipient of your voicemail
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message to return your call.

Tip #16: Always speak with enthusiasm when leaving your voicemail
messages. You should actually smile when leaving your voicemail message
since your smile will come across on the phone.

Tip #17: Always know what you want from the receiver of your voicemail
message and what specific action(s) you want that person to take.

Tip #18: Always reflect the appropriate emotion in your voicemail message.

Tip #19: Never state in the message that you will plan to call them back.
Again, this only gives the person an excuse to ignore your message.

Tip #20: Consider the timing of your voicemail message. Do not leave
voicemail messages at odd hours of the night. Most voicemail systems offer a
time stamp and the person hearing the message may immediately suspect you
really did not want to talk to them. The best hours to leave voicemail messages
are from 6:45 AM to 8:00 AM and from 4:30 PM to 6:30 PM. Aggressive
people are usually working during these time periods, and the person
receiving your message could potentially view you as one. And make wise use
of time zone changes to make as many calls as possible during the optimal
voicemail periods listed in the previous tip.

Any five of the above


2 marks per tip

Accept any relevant answer


(5x2 marks = 10 marks)

3. Briefly describe FOUR (4) factors that influence the tone we employ in
our memos.
Our own status- as a superior we are expected to sound more casual to our
subordinates and vice versa
The status of our reader- if we are writing to our superior, we need to sound
more formal and vice versa.
Our relationship with the reader- close relationship, tone is less formal
The nature of the message-tone should reflect the seriousness and urgency
of the message or casual and informal tone when appropriate

2.5 marks per factor(1m for factor and 1.5m for explanation)

Accept any relevant answer


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( 4x2.5 marks = 10 marks)

4. List FIVE (5) questions you need to ask when profiling the location
before your speech.

Did I check out the location a few days before the event?
Have you left home early and arrived at least half an hour before the event
starts?
Is the equipment needed available?
Is the public address system working?
Am I dressed properly for the occasion?

2 marks per question

Accept any relevant answer


(5x2 marks = 10 marks)

5. Briefly discuss FOUR (4) types of negotiation.

Type of Explanation(1.5m) Mark allocation


negotiation(1m)
Win-win Conducted with the intention of coming to an 1+1.5=2.5m
negotiation agreement beneficial to all parties and this
outcome produces the best long-term
relationship between the parties concerned.
Second type of Both parties attempt to obtain a favourable 5 1+1.5=2.5m
win-win outcome from a particular business deal but
negotiation this is a one off deal.
Win-lose When two parties regard themselves as 6 1+1.5=2.5m
negotiation opponents and only one part can win. Usually
this is in an on-going conflict with need for
further negotiations

Lose-lose Students and tutors can communicate with 7 1+1.5=2.5m


negotiation
One in which no one achieves a satisfactory
outcome. Likely to have conflict and ill-feeling
which will disrupt relationships..
Accept any relevant answer
(4x2.5 marks = 10 marks)
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6. State FIVE (5) rules to remember when you are at meetings.

Ask questions when you need to but remember that participating actively do
not require you to monopolise any discussion.
Make sure what you say is concise and that you dont beat around the bush.
You may disagree with others but never criticise anyone.
Do not take rejection of your ideas personally.
Do not get defensive when others do not agree with you.

2 marks per rule

Accept any relevant answer


(5x2 marks = 10 marks)

Part B (60 marks)


Answer ALL questions. Each question carries 30 marks

Question 1

Your company recently sent you to a seminar. The seminar was very useful and
you would like to give a presentation to your colleagues on what you learnt there.

Write an email to the Human Resource Director:

Explaining why the conference was useful

Saying what your presentation will be about

Suggesting why this presentation would interest your colleagues

Format (5 marks)

From (name@email address) 1mark


To (name@email address) 1mark
CC (0.5mark)
Subject (1 mark)
Salutation (0.5 mark)
name (0.5 mark)
title (0.5 mark)
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Content (10 marks)


Introduction and name of seminar your attended(1 mark)
Details of why the seminar was useful(3 marks)
Details of what your presentation will be about (3 marks)
Suggesting why this presentation will be of interest to your colleagues (2 marks)
Conclusion (1 mark)

Language (15 marks)

13-15 marks The writing uses a wide range of vocabulary with natural and
sophisticated control. Sentence structure is used with full
flexibility and accuracy. Errors in spelling and grammar occur
only as slips.
10-12 marks The writing uses a wide range of vocabulary; contains well-
developed and coherent ideas. Sentence structure is good with
appropriate use of expressions, and minimal spelling and
grammatical errors.

7-9 marks The writing uses a fair range of vocabulary with ideas
satisfactorily developed. It contains occasional faulty sentence
structures and some errors in spelling and grammar.

4-6 marks The writing attempts to communicate ideas but is not always
successful; contains ideas and details which are inadequately
developed; contains inappropriate choice of words and intrusive
spelling and grammatical errors.
1-3 marks The writing is only understood after much effort; has irrelevant
ideas that are difficult to follow; contains severe spelling and
grammatical errors; some ideas are incomprehensible.

0 mark The response is totally incomprehensible. The candidate has


merely copied out the question or part of it at random. The
question is not attempted at all.

Total 30 marks

Record your marks on the answer script in the following manner:


F 5 Marks for format
C 10 Marks for content
L 15 Marks for language
T TOTAL MARKS: 30

Question 2
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You have been invited to speak to a group of students at Emerald College during
their Family Day on the following topic:

There is an alarming increase in the rate of teenage suicide. What are the
causes of this problem? What would be the solutions to this problem?

Write the speech that you will be making to the students. Provide TWO (2) main
causes and TWO (2) solutions in your speech.

Content (15 marks)

Introduction (2 marks)
Salutation: Greeting guests (1 mark)
Preview/Thesis statement (1 mark)
2 causes and 2 solutions given in body Paragraphs (12 marks)
Topic sentence (1 mark)
Supporting statements (2 marks)
(4 Paragraphs x 3 marks = 12 marks)
Conclusion (1 mark)
Summary/Concluding remark (1 mark)

Language (15 marks)

The writing uses a wide range of vocabulary; contains well-


developed and coherent ideas. Sentence structure is good
13-15 marks
with appropriate use of expressions, and minimal spelling
and grammatical errors.
The writing uses a fair range of vocabulary with ideas
satisfactorily developed. It contains occasional faulty
9-12 marks
sentence structures and some errors in spelling and
grammar.
The writing attempts to communicate ideas but is not
always successful; contains ideas and details which are
5-8 marks
inadequately developed; contains inappropriate choice of
words and intrusive spelling and grammatical errors.
The writing is only understood after much effort; has
irrelevant ideas that are difficult to follow; contains severe
1 4 marks
spelling and grammatical errors; some ideas are
incomprehensible.

Record your marks on the answer script in the following manner:


C 15 Marks for content
L 15 Marks for language
TTotal marks:30