PART A
QUESTION I
Explain TWO characteristics of a good proposal.
Answer: Refer to module section 8.3.2 pg 145
a. The purpose of the proposal is stated clearly(lm)
b. The problem or need is understood and defined clearly. (Irn)
c. The solution is innovative and presented convincingly. (Im)
d. The benefits outweigh the costs. (Im)
e. The personnel implementing the solution are qualified. (Im)
f. The solution can be achieved on a timely basis. (Im)
g. The proposal is honest, factual, realistic, and objective. (im)
h. The presentation is professional and attractive. (Im)
QUESTION 2
Identify FOUR goals that the writer would like :o achieve when composing a negative message.
Answer: Refer to module section 7.3.4 pg 121
a. Convey the bad news(lm)
b. Gain acceptance (Im)
o. Maintain goodwill(lm)
Maintain good company mage(lrn)
o Reduce or eliminate future corresponcence(lm)
QUESTION 3
Provide TWO appropriate examples of positive messages and TWO appropriate examples of negative messages of a company’s business correspondence.
Answer: Refer to module section 7.2.1 pg 111 and 7.3.5 pg 124
Positive message:
• Promotion (Im)
• special announcement(lm)
• praising employee effort(lm)
• acceptance of proposal(lm)
• other relevant answer(im)
Negative message:
• rejection of proposal(lm)
• layoff/termination(lm)
• disciplinary action(lm)
• refusals(lm)
• other relevant answer(1 m)
QUESTION 4
Differentiate between argument and credibility aspects in persuasive strategy. Provide ONE appropriate example each aspect.
Answer: Refer to module section 7.4 pg 126
• Argument refers to the reasons or lcgic you offer. Sometimes you may be able to prove conclusively that your solution is best but sometimes your reasons may not be as strong. (im) + Relevant examole (im)
• Credibility is the audience s response to you as the source of the message. People are more easHy persuaded by someone they see as an expert, powerful, attractive, or trust\orthy. (1 m) + Relevant examp e (1 m)
Marks Allocation:
2ni 2m 4m
QUESTION 5
Explain TWO ways to increase effectiveness when conversing with clients over the telephone.
Answer: Refer to module section 6.3. pg 96-97
• have an aim (Im) + explanation(lm)
• tailor your style to the person you are talking to(lm) + explanation(lm)
• limit social conversation(lm) + explanation(lm)
• give concise answers to questions (Im) + explanation(lm)
• be professional (im) + explanation(lm)
• summarise points(lm) + explanation(lm)
QUESTION 6
Differentiate between sensing factor and fiLtering factor. Provide ONE appropriate example for each factor.
Answer: Refer to module section 6.4.2 pg 100
Sensing-picking up sounds from our surrounding (0.5m). Depend on our ability to sense
sound, and our attentiveness. (1 m) + relevant example (0.5m)
Filtering-giving is meaning to the sounds (1 m). Filtering what is important and not
(U.5m). + relevant example (0.5m)
Other relevant answers are accepted.
QUESTION 7
Provide FOUR techniques of using visual aids during a oresentation.
Answer: Refer to module section 5.4.2 pg 83
• Make sure audience can see the slides (1 m)
• Explain the visual to avoid misinterpretation(lm)
• Organise visual to fit plan (im)
• Emphasise visual and point them with achon and words, (Irn)
• Talk to audience not visual (1 m)
• Avoid blocking visual(lm)
Cause:
• Fear of unattractiveness
• social inadequacy
• critism
• unknown
• conflicting emotions.
• Other relevant answer is accepted
PART B
QUESTION I
Formal written reports are commonly used by most business organisations today. A formal report generally contains THREE major divis ons; the preliminary section, the body, and the supplementary section.
a) Explain THREE components in the prelimLnary section of a formal written report.
(6 marks)
Answer:
Refer to module section 8.2.1 pg 137-138
• Title page (O.5m) + explanation (1.5m)
• letter or memo of transmittal (O.5m) + explanaton (1,5m)
• table of content (O.5m) + explanation (1.5m)
• list of illustrat ens and (O.5m) + explanation (I .5m)
• executive summary (O.5m) + explanation (1.5m)
b) Important information in a formal report is usually stated in the body section of the report. Identify and expin FOUR elements included in the body of a report.
(8 marks)
Answer: Refer to module section 8.2.2 pg 138-139
• Introduction Background
• statement of problem
• purpose of study
• scope
• related literature
• unfamiliar terms
• procedures
• findings
• analysis
• conclusions
• recommendations
c) The final section of a formal report, known as the supplementary section, consists of materials indirectly related to the major report. Explain THREE elements in the supplementary section of a formal report and provide ONE appropriate example for each element.
Answer: Refer to module section 8.2.3 pg 140
• Glossary (0.5m) + explanation (Im) + relevant example (0.5m)
• Appendix (0.5m) + explanation (Im) + relevant example (0.5m)
• Bibliography (0.5m) + explanation (Im) + relevant example (0.5m)
QUESTiON 2
a) Letters, memos end e-mail messages are brief business written correspondence often used by organisauons. Explain T\\’O characteristics for each.
Answer Refer to module section 7.1.1, 7.1.2 and 7.1.3 pg 108-133
Letter:
iii) and an e-mail message,
QUESTION 3
a) Explain FOUR purposes of conducting a meeting. Provide ONE appropriate example for each purpose.
Answer: Refer to module section 6.1.2 pg 94
Marks Allocation:
• To convey information (Im) + (Irn) for explanation +(lm) for example
• To seek information (Im) + (Im) for explanation +(lm) for example
• To make a decision (Im) + (Im) for explanation +(lm) for example To explain decision (Im) + (Im) for explanation +(lm) for example
b) Discuss TWO main purposes of preparing an agenda for a meeting. Provide ONE appropriate example for each purpose.
(8 marks)
Answer: Refer to module section 6.1.1 pg 93
To inform the participants beforehand of the subject of the meeting (Im) -- explanation (2m)
Example: Circulate draft agenda, solicit ideas, made changes to agenda, sufficient information contained in agenda. (Any example = Im)
To structure the discussion of the meeting. (Im) + explanation (2m)
Example: An outcome to be achieve at the end of the meeting, so that meeting will run efficiently. Information must be short and precise. Summarised for other interested party to view. (Any example I m)
• uses letterhead (O.5m) + explanation (O.5m)
• follows a particular format (O.5m) + explanation (O.5m)
• salutation (O.5m) + explanation (O.5m)
• complimentary close (O.5m) + explanation (O.5m)
• signature block (O.5m) + explanation (O.5m)
• formal (O.5m) + explanation (O.5m)
• less formal (0.5) explaination (O.5m)
• particular format (O.5m) + explanation (O.5m)
• no salutation (O5m) + explanation (O.5m)
• discuss only one topic (O.5m) + explanation (O.5m)
• conversational tone (O5rn) + explanation (O.5rn)
• no complementary close (O.5m) + explanation (O.5m)
• less private (O.5m) + explanation (O.5m)
• no signature (O.5rn) + explanation (0.5m)
E-mail messages:
• heading (O.5m) + explanation (O.5m)
• minimal heading (O.5m) + explanatiDn (O.5m)
• copies/attachment (O.5m) + explanation (O.5m
• optional salutation (O.5m) + explanation (O.5m)
• message (O.5m) + explanation (O.5m)
• complementary close (O.5m) + explanation (O.5m)
• contnt nt.jmhr (O.5m) + nn2tip (O.5m)
• speed and informal. (O.5m) + expl3nation (O.5m)
b) Prepare a draft for the following business written correspondence. Your drafts must depict the characteristics mentioned in your answers in (a) above.
i) a letter;
(5 marks)
(1m) for format
(4m) for content
ii) a memo;
(5 marks)
(im) for format
(4m) for content
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