Academic Session 2016

First Semester Examination

May / June 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.List five (5) things that should be included in a well written introduction in
any speech.
.

Who you are and how your name is pronounced

Your qualifications and why you are eligible to speak on the topic
The type of presentation you are going to make
Required background information
Your topic
A preview of the main ideas that you will be covering
The procedures that you intend to follow during the presentation

2 marks per point

Accept any relevant answer

Any five of the above

(5x2 marks = 10 marks)

2. List five (5) important details that must be included when preparing the
minutes of a meeting.

The name of the organisation

The date, time and place of the meeting
The names of those who attended and those who were absent
Approval or amendments made to minutes of the previous meeting
A brief write-up of the discussion and decisions mad
Actions to be taken and by whom

Any five of the above

2 marks per tip

Accept any relevant answer

(5x2 marks = 10 marks)
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3.Briefly describe five (5) basic forms of non-verbal communication

Type of non-verbal Explanation(1m) Mark
communication(1m) allocation
Body language Body language covers a wide range of 1+1=2m
motions ranging from facial expressions
to eye contact, body movements and
posture.
Your face, especially your eyes, reveals
the intensity of your emotions. Eye
contact, in some cultures, is essentially a
sign of sincerity and confidence.
A gesture is the use of your arms to
express ideas or feelings. Many gestures
are understood world-wide. A wave of
the hand obviously means hello or
goodbye to most cultures.

0.5 m for each point(max 2 points)

Vocal Characteristics Paralanguage refers to non-verbal 1+1=2m
symbols that accompany a verbal
message.
Speed, volume, rhythm and pitch of your
voice reveal whether you are prepared,
confident or nervous.
Vocal characteristics like laughing,
crying, yelling and moaning send their
own messages.
0.5 m for each point(max 2 points)
General appearance All cultures are concerned about how 1+1=2m
and dressing they look and make judgements based
on looks and dressing.
We can improve our looks with proper
grooming, clothing and accessories.

0.5m for each point

Touching Touching is determined by culture. 1+1=2m

Each culture has a clear concept about
what parts of the body may/may not be
touched.
Example
0.5 m for each point(max 2 points)
Time and space Both used to show authority or respect. 5 1+1=2m
People of a higher authority have a say
over time and space as they determine
the venue and duration of a meeting.
Space refers to physical distance
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between individuals and varies from

culture to culture.
0.5 m for each point(max 2 points)
Accept any relevant answer
(5x2 marks = 10 marks)

4. Briefly explain FIVE (5) points that you should consider when conveying
bad news through letters.

Point(1m) Explanation(1m) Mark allocation

Always begin with A neutral statement that is meant to soften the 1+1=2m
a buffer. bad news
Make sure that You want the reader to understand the logical 1+1=2m
you cover all the reasons that prompted you to make the
factors and decision,
reasons that
caused you to
make that
decision.
Then write a Communicate this in a tactful and positive way 1+1=2m
sentence or line without elaborating on the bad news.
that informs the
reader about the
bad news.
If possible, Elaboration 1+1=2m
provide helpful
and positive
suggestions or
alternatives
Close with a Elaboration or example. 1+1=2m
positive statement
that will help you
maintain goodwill
with the reader.
Accept any relevant answer
(5x2 marks = 10 marks)
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5. Briefly explain five (5) guidelines for making a telephone call.

Guideline(1m) Explanation(1m) Mark allocation
Introduce yourself Elaboration 1+1=2m
in a polite and
friendly way
If you are calling Elaboration 1+1=2m
a stranger,
identify yourself
immediately
If the receiver Elaboration 1+1=2m
does not know
you, be prepared
to explain how
you received the
number
Always put your Elaboration 1+1=2m
receiver at ease.
Whenever Elaboration 1+1=2m
possible add to the
receivers picture
of you
Accept any relevant answer
(5x2 marks = 10 marks)

6. Define the following terms used in meetings.

Term Explanation(2m) Mark allocation
Minutes The minutes of a meeting record what was said 2m
and decided at a meeting.

Ballot This is a piece of paper that is used in secret 2m

voting.
Off the record Things said by people at a meeting that are not 2m
recorded.
Quorum Minimum number of persons who must be 2m
present at a meeting before the proceedings
can be considered legal.
Adjourn To end a meeting. 6
Accept any relevant answer
(5x2 marks = 10 marks)
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Part B (60 marks)

Answer ALL questions. Each question carries 30 marks

Question 1

You booked a cruise on the Starlight Cruise Ship through its travel agency. But
when you went on the trip, you were very unhappy with its services.

Write an email of complaint to the manager of the travel agency:

giving details about the trip you booked;

explaining why you were unhappy; and

suggesting what action the travel agent should take.

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)

Content (10 marks)

Introduction (1 mark)
Details about the trip you booked(3 marks)
Explaining why you were unhappy (3 marks)
Suggesting what action the travel agent should take (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
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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
You are a financial consultant and have been invited to speak to a group of parents
on the following topic at Bestari Primary School in Klang during its Family Day:

Most parents agree that it is a good idea to teach children about saving money.
Why is it important for children to learn about saving money? What are the best
ways for parents to teach children about saving money?

Write the speech that you will be making to the parents. Provide two (2) reasons
why it is important for children to learn about saving money and two (2) ways to
teach them about it.
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Content (15 marks)

Salutation: Greeting guests (0.5 mark)

Attention grabber (0.5 mark)
Introduction Credibility Statement/Preview Thesis statement (0.5
mark)

Total: 1.5 marks

4 Body Paragraphs Topic sentence (1m)
Two main causes Supporting sentences (2m)
Two solutions
Total: 4 paragraphs x 3 marks = 12 marks
Signal closing (0.5m)
Summary/Review of main points (0.5m)
Conclusion Concluding remark /Thank audience for listening (0.5m)

Total: 1.5 marks

Language (15 marks)

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

developed and coherent ideas. Sentence structure is good with
13-15 marks
appropriate use of expressions, and minimal spelling and
grammatical errors.

The writing uses a fair range of vocabulary with ideas

9-12 marks satisfactorily developed. It contains occasional faulty 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 inadequately
5-8 marks
developed; contains inappropriate choice of words and intrusive
spelling and grammatical errors.

The writing is only understood after much effort; has irrelevant

1 4 marks ideas that are difficult to follow; contains severe 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
T TOTAL MARKS:30