PRACTICE ASSESSMENT UNDERTAKE INTERACTIVE WORKPLACE COMMUNICATION (MEMCOR00131A) By K. Taylor Be e!!

"ROUPS# Plumbing, Electrical Installation, Electrical Installation DURATION: 2 HOURS GENERAL INSTRUCTIONS: Reading time: 10 minutes Working Time: 1 hour 50 minutes Write using black or blue pen DO ALL Q !"T#O$" O$ T%! &A&!R Total Marks- 60 marks SECTION A- MULTIPLE CHOICE DIRECTIONS: Sele t t!e orre t res"o#se $rom t!e $o%r o"t&o#s l&ste' as A- D to a#s(er ea ! )%est&o#* +* ,!& ! o$ t!e $ollo(&#- #o#-.er/al $orms o$ omm%#& at&o# &s NOT %se' to (ar# (orkers o$ a s&t%at&o# t!at a# /e 'a#-ero%s or l&$e t!reate#&#-0 A' Tags (' Alarms )' *ob "a+et, and Risk anal,sis D' -lashing lights 2* I# t!e "ro ess o$ -&.&#- &#$ormat&o# to 1o%r ollea-%e2 !&s $ee'/a k o#tra'& ts (!at 1o% &#te#'e' !&m to %#'ersta#'* ,!& ! T,O o$ t!e $ollo(&#- te !#&)%es (o%l' 1o% a""l1 NE3T to a !&e.e m%t%al %#'ersta#'&#-0 A' Re.in+orm then clari+, (' "ummarise/ then clari+,

)' )lari+, b, asking 0uestions then re.in+orm D' 1i2e a neutral response/ then listen

3' ,!& ! o$ t!e $ollo(&#- !a##els "ro.&'es t!e /est !a# e o$ se#'ers a#' re e&.ers -ett&#- t!e&r messa-e a ross e$$e t&.el10 A' A memorandum (' A +ace.to +ace meeting )' A telephone con2ersation D' A Report Questions 4.5: What are t!e asso &ate' mea#&#-s o$ t!e $ollo(&#- #o#-.er/al %es 'es r&/e' /elo(0 C&r le t!e orre t !o& e* 4*Arms rosse' o.er t!e !est mea#s A' disagreement (' embarrassment )' +riendliness D' acceptance 5* As Petra -&.es '&re t&o#s to 6arl2 s!e #ot& es t!at !e 1a(#s a#' rolls !&s e1es a$ter s!e $&#&s!es* ,!at 'oes t!&s most l&kel1 tell Petra a/o%t 6arl0 A' That 6arl is e7cited about doing the 8ob (' That 6arl doesn9t care about :hat she is sa,ing )' That 6arl alread, kno:s about the 8ob D' That 6arl :ants to start a ne: pro8ect

6* S!aro# &s s&tt&#- a ross $rom M&ke /e!&#' !er 'esk* S!e &s look&#- stra&-!t at !&m (&t! a $ro(# o# !er $a e* Her arms are rosse' a#' s!e &s lea#&#- /a k &# !er !a&r* ,!at (o%l' /e t!e /est (a1 $or M&ke to res"o#' to S!aro#7s /o'1 la#-%a-e0 A' Lea2e 0uickl, since "haron is mad at him' (' #gnore ho: "haron looks and +ocus on her :ords' )' Ask "haron 0uestions to learn :hat her bod, posture means' D' !7plain in more detail since "haron is concentrating on :hat he is sa,ing 8* S!el&a &s -&.&#- &#str% t&o#s to 9o!#2 a# em"lo1ee s!e s%"er.&ses* 9o!# seems %# om$orta/le a#' S!el&a &s#:t s%re !e &s l&ste#&#-* S!el&a a#' 9o!# are $a &#- ea ! ot!er a#' sta#'&#.er1 lose* ,!& ! m&-!t &m"ro.e omm%#& at&o#0 A' "heila ceasing e,e contact (' "helia turning so she isn9t +acing *ohn )' "heila taking a step back D' "helia mo2ing closer to *ohn ;* T!e /est (a1 to &#ter"ret #o#-.er/al s&-#als &s to A. rel, on the uni2ersal interpretations +or non.2erbal cues and appl, them to beha2iours ,ou obser2e; practice/ practice/ practice' B. read and interpret non.2erbal cues as a cluster; seek clari+ication +or :hat ,ou don<t understand; consider cultural beha2iours' C. listen to :hat is said more than ho: it is said; look at the +ace +irst' D. rel, on +irst impressions' =' ,!& ! o$ t!e $ollo(&#- stateme#ts &s NOT tr%e a/o%t #o#.er/al omm%#& at&o#0 A' >aintaining e,e contact sho:s that ,ou are interested in :hat the other person is

sa,ing' (' The term ?non.2erbal communication< means ?bod, language< onl,' )' $on.2erbal cues can lessen or change the content o+ 2erbal messages' D' $on.2erbal cues can ser2e as a substitute +or speaking'

+0* ,!& ! o$ t!e $ollo(&#- so &al '&sta# es &s -oo' $or "eo"le (!o are talk&#- &# ear#est a/o%t somet!&#-0 < In earnest = :ith purpose+ul or serious intent A' #ntimate @one Aless than 1'5 +eetB (' &ersonal @one A1'5. 4 +eetB )' &ublic @one A1C +eet and moreB D' "ocial @one A4.1C +eetB ++* ,!& ! o$ t!e $o%r o"t&o#s /elo( &s t!e s%&ta/le (a1 to a#s(er a# &# om&#- all0 A' 1ood morning or 1ood a+ternoon' Daniel speaking' >odern !ngineering "er2ices' %o: ma, # help ,ouD (' 1ood morning or 1ood a+ternoon' >odern !ngineering "er2ices' Daniel speaking' %o: ma, # help ,ouD )' 1ood morning or 1ood a+ternoon' >odern !ngineering "er2ices' %o: ma, # help ,ouD D' Daniel speaking' >odern !ngineering "er2ices' 1ood a+ternoon' +2* ,!& ! o$ t!e $ollo(&#- &s a# a'.a#ta-e o$ (r&tte# re)%ests0
A' A record is made o+ all items re0uested'

(' Questions can be asked to ensure the re0uest is understood'

)' There is less chance o+ recei2ing :rong or unnecessar, in+ormation' D' #n+ormation can o+ten be recei2ed more 0uickl, :hen the re0uest' +>* A#ot!er #ame $or a /arr&er &s

A' perception barriers (' communication noise )' internal noise D' miscommunication

+4* ,!& ! o$ t!e $ollo(&#- (o%l' NOT !el" 1o% o.er ome a l&ste#&#- /arr&er0 A' "elect a 0uiet location' (' se repetition to clari+,'

)' Ask 0uestions to check :hat the other person means' D' Tune out negati2e emotions' +5* T!e om"a#1 !as aske' 1o% to a''ress a %stomer om"la&#t* ?o% a""roa ! t!e %stomer* Sele t t!e )%est&o# t!at 1o% (o%l' @IRST ask to o$$er !el" )%& kl1 a#' e$$e t&.el10

A* %o: can # assist ,ouD (' %a2e ,ou been :aiting longD )' When did the problem startD D' #s there a problemD

1E' T!e %stomer #o's &# res"o#se to 1o%r "re.&o%s )%est&o#* To lear# more a/o%t t!e same %stomer7s #ee's2 (!& ! o$ t!e $ollo(- %" )%est&o#s /elo( (o%l' 1o% ask #eAt0 A' When did ,ou +irst obser2e the +aultD (' )an # help ,ouD )' What is the problemD D' A and ) +8* ,!& ! o$ t!e $ollo(&#- &s t!e most e$$e t&.e (a1 to make s%re messa-es are "asse' o# orre tl1 to a -ro%" o$ "erso#s0 A' )on+irm understanding e2er, time ,ou pass on the message (' %a2e a meeting :ith all persons in2ol2ed )' Write do:n the message D' All o+ the abo2e 1F' ,!& ! o$ t!e $ollo(&#- eA"ress&o#s &s t!e @ORMAL (a1 to ask $or lar&$& at&o# (!e# 1o% (a#t 1o%r s"eaker to re"eat somet!&#- !e or s!e sa&'0 A' "a, that againD (' !7cuse me' # didn<t 0uite catch :hat ,ou 8ust said' )ould ,ou repeat/ pleaseD )' # :onder i+ ,ou could repeat :hat ,ou 8ust said' D' What did ,ou 8ust sa,D

+B* To (!& ! ate-or1 'oes t!e s&-# s!o(# /elo( /elo#-0

A' &rohibition instruction (' %aGard :arning )' >andator, instruction D' !mergenc, in+ormation C0' A :elder is preparing to carr, out grinding' Which o+ the +ollo:ing personal protecti2e e0uipment :ould he need to :ear to protect his +aceD A' %al+.+ace mask (' %ard hat )' -ace shield D' -ace mask :ith breathing 2ent C1' #n a construction site/ :hat does a ,ello: and black triangular sign indicateD A' A potential haGard (' A prohibited acti2it, )' The position o+ sa+et, e0uipment D' &ersonal protecti2e e0uipment re0uired CC' At a :ork site/ +our signs are placed together 3 metres A=+t 10 in/B +rom the ground/ behind a tree/ in the dark/ :arning o+ speed limit/ biological haGards and re0uiring respirators to be :orn' Which o+ the +ollo:ing obser2ations :ould be TR ! about the scenario describedD A' The signs are placed at the recommended height +or signs'

(' The grouping o+ these :arning signs makes it easier to a2oid the haGards' )' Warning signs need to be :ell lit and clear o+ impediments' D' These signs pro2ide e++ecti2e :arning o+ haGards 22 marks SECTION C - SHORT ANS,ER marksE D+5

@&ll &# t!e se#te# e /la#ks /1 &#sert&#- t!e orre t (or' t!at /est om"letes t!e stateme#t* T!e $&rst a#' last letters &# t!e (or' are -&.e# as a l%e* 2>* CFFFFFFFFFFFFFFFFFFFr keep us +rom understanding other<s ideas and thoughts' 24* The aFFFFFFFFFFFFFFHe listener is one :ho sta,s +ocused on the speaker<s message b, encouraging/ rephrasing and clari+,ing' 25*FFFFFFFFFFFFFFFFF- is a ph,sical transmission o+ sound :a2es into the ear' CE' When one listens :ith eHHHHHHHHHHHHHHHF1/ he or she listens :ith sensiti2it, to the other<s concerns and +eelings' C5' To recei2e clear 2erbal messages/ one must lFFFFFFFFFFFFFFFFF#/ HHHHHHHHHHHHHHHHHHm and FFFFFFFFFFFFFFFFFFFFFF1 :hat :as said :ith the person passing on the message' CF' I Would ,ou mind passing me the stapler/ 6arlieDJ is the "HHHHHHHHHHHHHe :a, to e7press a re0uest' C=' -atigue and lack o+ interest in the message are &HHHHHHHHHHHFl barriers' 30' #t is not sFFFFFFFFF1 to ask 0uestions :hen ,ou don<t understand' +0 marks >0->4 Mat ! t!e 'es r&"t&o# o$ s&-#s &# Col%m# A (&t! t!e s&-# t1"e &# ol%m# C* ,r&te 1o%r letter !o& e &# t!e Answer ol%m# /es&'e t!e $eat%res 'es r&/e'* Des r&"t&o# o$ S&-#a-e @eat%res 30' Round shape/ black pictogram on :hite background; red edging A#s(er DA2 C2 C2 D2 or EE S&-# Mea#&#-GP%r"ose A' -irst aid; emergenc, escape

and diagonal line 31' Round shape/; :hite pictogram on blue background; 3C' Regular or s0uare shape; :hite pictogram on green background 33' Rectangular or s0uare shape; :hite pictogram on red background 34' Triangular shape; black pictogram on ,ello: background

(' &rohibitionKDanger Alarm )' Warning D' >andator,

!' -ire.+ighting e0uipment 5 marks

SECTION C

20 marks

3$. Rea% !&e 'ollo() * +o ,er-a!)o . a % !&e /-e !&e ) 'or0a!)o yo/ &a,e *a!&ere% 'ro0 !&e +o ,er-a!)o !o +o01le!e !&e 0e--a*e 'or0 2elo(. Tan,a : -atim a: Tan,a : -atim a: Tan,a : -atim a: Tan,a : -atim a: Tan,a %ello/ Tan,a speaking Oh hi L this is -atima "mith +rom Watson &lumbing Repairs' #<d like to speak to >aureen "inger please' #<m sorr, L she<s not a2ailable at the moment' )an # take a messageD Mes/ could ,ou let her kno: that #<ll be coming to the meeting ne7t Wednesda,/ and #<ll be bringing >ick, Dunbar along :ith meD Mes/ ok' #<ll let her kno:' Thanks' )ould ,ou also ask her to call me about the agendaD >, number is =5F.45E0 O6' #<ll 8ust check that number L =5F.43E0 $o L it<s =5F.45E0' O6 L #<2e got that no:' #<ll pass ,our message on'

: -atim a: Tan,a : Thank ,ou' (,e' (,e'

35' #+ ,ou :ere Tan,a/ :rite the message +or >aureen "inger/ taking care to pro2ide all the )O>&L!T! message' Telephone message To: -rom: Date: >essage: HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHH

Taken b,: HHHHHHHHHHHHHHHHHHHHHH 3 0ar436. List ONE (1 common reasons !or calling meetings.

""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" "" 1 0ar4 3#. List t$o $a%s t&at %ou can contribute e!!ecti'el% in a meeting. """"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" "" """"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" " 5 0ar43(. List t$o rules o! be&a'iour !or )artici)ating in meetings. """""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" "" 5 0ar43*. Describe t$o (+ inter)ersonal s,ills t&at s&oul- be -emonstrate- $&en $or,ing $it& ot&ers. """"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" "" 5 0ar4./. Describe ONE (1 ma0or -i!!erence bet$een success!ul teams an- unsuccess!ul teams. """""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """ 1 0ar4 .1. Describe t$o attitu-es one s&oul- &a'e to$ar-s t&eir 0ob. """""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""" """ 5 0ar4-

65* Write :hat ,ou :ould sa, E3ACTL? to the persons in each o+ the :orkplace scenarios described belo:' Please %se sta#'ar' E#-l&s! eA"ress&o#s ONL?* a' Mou do not understand an instruction ,our super2isor is gi2ing ,ou' HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHH b' )aller gi2es ,ou a phone number and name in a message' HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HH c' An irate customer starts using demeaning and insulting language :hile 2oicing a complaint' HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HH d' The person a caller needs to speak to is out at lunch' HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HH 4 marks