1. Revision -02 September 2011

2. QUESTION 1 a). Describe and explain the three-step writing process. Three- step writing process would help us to understand the purpose of our message. It would help us to analyse the audience and their profile to make sure the message is effective to the selected audience. By selecting proper mediums we assess the compatibility with the audience. By organizing the message we shape the message according to the type of audience, and organise the message logically. The next step – writing would help us to make our words stronger, effective, relate to the audience. Finally we shall review the message and produce in the appropriate format and send to the audience by taking three factors into consideration such as Cost, convenience and time. These above points can be well understood by the help of the model follows;

3. Three- step writing process

4. b). Prepare a written message to communicate from an office employee to their line manager that they are unhappy with their current job role and would like to request a meeting to discuss this. Write a formal e-mail here. From: xyz@yahoo.comxyz@yahoo.com To : mm@company.commm@company.com Subject: Request for an appointment – to discuss and decide Dear Mr. David, I would like to thank you for your valuable support since I joined your team. It has been really a pleasure working with you. I have been undergoing some stress for the past one month or so, and thought it would be appropriate to bring it your attention. As you may know, my job as the research team leader really got nothing to do with my qualifications and experience, where my expertise belongs to sales. This has made me a bit down over the months, and I am concerned about the productivity factor. As an employee I would love to dedicate my 100% in the job and this situation hinders my performance in one way or the other. As I am mindful of the fact that these maters to be discussed face-to-face, I would request an appointment with you some time in the next week, so that we can detail the scenario and sort it out at the earliest. I am lookingforward to hearinig from you on the same. Mark Taylor Research team Leader Brandmouth corporation Chicago

5. QUESTION 2 a) What are the main sections of a good business report? What might be the content of each of these? A business report has got three sections such as; Introduction Body Close or Conclusion Introduction has got the following elements; Who authorised the report Problem/opportunity/purpose Scope Background Sources and methods Definitions Limitations

6. The body of the report includes the following elements; Presents, analyses and interprets the information Contains the details necessary to support your conclusions and recommendations Explanation of problem or opportunity Facts, evidence and trends Results of study or investigation Advantages, disadvantages, cost and benefits of proposed action Method and approach Criteria for evaluating options

7. The close or conclusion includes the following elements; Emphasises the main message of the report Summarises the benefits to the reader of a specific action or change Brings all of the actions together in one place

8. b). What are the key steps to undertake when planning a business report? While planning a business report we should follow the steps below; Understand the problem or opportunity – it is important to understand the problem or opportunity that we may like to discuss in the report. Develop a statement of the purpose and scope of the investigation – it will help the audience to understand the purpose the report. Discuss the tasks to be accomplished - Describe any resulting products Review project assignments, schedules and resource requirements Develop plans for following up after delivering report Develop work outline

9. c) What are the key steps to undertake when organising the information for a business report? Understand the audience‟s expectations from the report Select an appropriate format for the report Develop a report that meets audience expectations Keep the report as short as possible Decide upon the type of headings to use

10. QUESTION 3 What are the different types of team an employee may encounter in the workplace? Follow the previous question paper 2011 December b) When working in a team, what are the main considerations that need to be met to ensure the task is achieved? Follow the answer 2011 December Price and Maier (2007) discussed four team profiles: „Activist‟, „Reflector‟, Theorist, and „Pragmatist‟. Briefly outline the characteristics of each profile According to Price and Maier there are different team profiles such as; Activist – 1.Who enjoys the present 2.They act first and think later 3.They are flexible and ready for the new experiences 4.They always think around themselves. 5.They do not like to receive strict instructions 6.They do not like to work own.

11. Reflector - Who always cautious They hold back their views or action and observes first. They are keen or happy to collect the data and analysing the same. They make a solution quite slowly. Always try to hold the big picture of the problem or opportunity. Faces problems with deadline because of slow process.

12. Theorist : They like to think through the problems in logical or theoretical way. They are focused on the objective Compare evidences Like situations to be organised properly. Always look for a clear purpose or objective. Don’t like activities with unclear focus. Don’t like working with people having different learning styles or sharing the feelings.

13. Pragmatist: Follow 2011 December answer

14. Briefly outline, by way of examples, the 3 different types of listening follow answer 2011 December What are the main positive aspects of becoming an effective listener? ( the same meaning as the benefits of effective listening – follow December 2011) Regarding non-verbal communication, it can be said that “body language works both ways.” Explain by way of an example/scenario what this statement means. December 2011

15. Giving and receiving effective feedback is an important business skill. What are the key points to remember? Giving and receiving effective feedback is an essential skill for communication in business. While giving feedback, we have to follow the points below; Think through your suggested changes carefully Discuss „improvements‟ rather than „flaws‟ Be specific Keep feedback impersonal Time your feedback carefully Highlight any limitations your feedback may have

16. It is also equally important to understand the points to follow while receiving the feedback. Resist the urge to defend your work React unemotionally Step back and consider the feedback Ensure suggested changes are valid

17. Briefly, by way of examples, explain the difference between ethical and unethical communication Ethics are “accepted principles of conduct that govern behaviour” Ethical communication means; Include all relevant information Contain all information Are not deceptive in any way Unethical communication can be understood by way of looking at the following examples; Plagiarism Selective misquoting Misrepresenting numbers Distorting visuals

18. Briefly explain the importance of legal issues in communication.

19. Ensuring Legal Communication – Business communication is bound by a variety of laws and regulations: Promotional communication – truth and accuracy in advertising Contracts Employment communication Intellectual property Defamation