BSBCMM201 COMMUNICATE IN THE WORKPLACE – Short answer

ASSESSMENT B – SHORT ANSWER

INSTRUCTIONS
 You are to answer all questions.
 Read each question carefully. Ensure you have provided all required information.
 On completion, submit your assessment to your assessor via the LMS.

SECTION 1: GATHER, CONVEY AND RECEIVE INFORMATION AND IDEAS

Q1: List three sources where you can find information about your job role and work
responsibilities.
supervisor
organizational chart
roster

Q2: List five types of communication equipment.

telephone
email
facsimile machine
written
internet

Q3: What communication technology would you use to share a 50-page document with an
external customer?

Email

Q4: List three examples of when it is appropriate to use verbal communication in the
workplace.

When answering enquiries

When answering and making telephone calls
When leaving voice mail messages

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BSBCMM201 COMMUNICATE IN THE WORKPLACE – Short answer

Q5: List four things you should keep in mind when communicating verbally with customers.

Avoid jargon
The right tone
The right volume
The right speed

Q6: List five effective listening skills to apply in your verbal communication with customers.
Be attentive
Be a mirror
Be respectful
Be proactive

Q7: Provide an example of a suitable telephone greeting.

Good morning! Thank you for calling Ausphin Institute. This is Shekinah, the receptionist. How
may I help you?

Q8: List four internal sources that can help you develop and refine new ideas.
Colleagues
Manager/Supervisor
Human Resources
Finance Department

Q9: List two external sources that can help you develop and refine new ideas.
Customers
Suppliers

Q10: Your supervisor has instructed you to complete a certain task by the end of the day. How
should you respond to this request?

I will tell my supervisor the action that I’ll take and when I will do it and then I will take prompt
action. I will keep my supervisor updated with the progress and inform them if there are any
delays that might impact my ability to respond to their request.

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 BSBCMM201 COMMUNICATE IN THE WORKPLACE – Short answer

Q11: List five situations when it’s not appropriate to take action following a workplace instruction
or enquiry.
Does the instruction/enquiry comply with access and equity principles and practice?
Does the instruction/enquiry fit in with business and performance plans?
Are there sufficient resources? Does the instruction/enquiry fit within defined resource
parameters?
Does the instruction/enquiry comply with ethical standards?
Does it suit the organisation and team’s goals, objectives, plans, systems and processes?

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BSBCMM201 COMMUNICATE IN THE WORKPLACE – Short answer

SECTION 2: COMPLETE WORKPLACE DOCUMENTATION AND

CORRESPONDENCE
Q12: List five examples of written information produced in the workplace.
Telephone message
facsimile
standard letters
electronic email
memorandum

Q13: Why is it important to present written information in clear and concise language?
To be understood clearly by the receiver of the message and not be misinterpreted.

Q14: What is wrong with the following message?

‘Can you let me know if you are attending the meeting on Thursday?’

It is not clear, concise and accurate. They did not include what’s the meeting about and when it
will take place.

Q15: List five tips to ensure you draft and present correspondence within designated timelines.
Is the layout easy to read and understand?
Are sections on forms clearly numbered or identified?
Have headings been used appropriately?
Is the font size appropriate, for example, easy to read on screen, in paper format or for faxing?
Is it easy to read who the written document is for – letter, fax, email?

Q16: Briefly describe two reasons why accuracy is important when presenting written
information.

To be able to understand clearly the message you are trying to deliver to the reader.
To avoid confusions such as deliveries to the wrong address, incorrect quantities ordered,
misunderstood messages.

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 BSBCMM201 COMMUNICATE IN THE WORKPLACE – Short answer

Q17: You are asked to find out about a new product available in your industry and report back
to your manager on whether or not you think it’s worth purchasing. What format would you
use?
The format I would use is brief.

Q18: List four standards that might impact on your choice of format and style when preparing
written correspondence.

Organisational policies and procedures

Specific work standards
Standards set by your workgroup
Style guide (glossary)– organisational or industry preferred style

Q19: The format of a fax cover sheet is typically the same from one workplace to the next. What
information does it contain?
Logo, name and contact details of your organization
Name, company and contact numbers of the receiver
Your name and the name of your organization
Date the fax is sent
Names of other people who received the fax
A brief statement on what the fax is regard to
Simple tick box to inform the recipient of any action required
Further comments regarding the information to follow

Q20: Describe a typical format for a business letter.

On the top part of the letter if the company’s letterhead and contact details followed by the date
the letter is written, the recipient’s name title and contact details. And then start by the greeting,
the main content of the letter and afterwards, sign off the letter including your name and contact
details.

Q21: Rewrite the following sentence with correct spelling, grammar and punctuation.
thanks for your recent enquiry. with regards our Product and Services. I have encl. a
detailed brochure for you're info.

Thanks for your recent enquiry regarding our products and services. I have enclosed detailed
brochure for your information.

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BSBCMM201 COMMUNICATE IN THE WORKPLACE – Short answer

SECTION 3: COMMUNICATE IN A WAY THAT RESPONDS POSITIVELY TO

INDIVIDUAL DIFFERENCES
Q22: List five things you can do to demonstrate respect, courtesy and sensitivity when
communicating with others.
Be aware of the consequences your attitude, choice of words or body language may have on
others.
Value the opinions of people from different backgrounds.
Listen to and attempt to accommodate people’s diverse needs.
Value input from people with different backgrounds, qualifications and experiences.
Take the time to understand and accommodate people with special needs.

Q23: List four tips for communicating in a non-discriminatory way.

1. Avoid language or terms others might find offensive.
2 Don’t make judgments or assumptions about others based on their appearance, age, gender
or race.
3 Use inclusive language.
4 Show respect for others through your facial expression, body language and tone of voice.

Q24: Why is it important to pay particular attention to your use of gestures when communicating
with people from different cultures?
Because gestures vary from place to place and different cultures interpret them differently.

Q25: List four ways you can communicate to develop positive relationships, mutual trust and
confidence.
Communicate to develop positive relationships
To develop mutual trust
To instil confidence
To enhance reputation

Q26: List two things you can do to help overcome language barriers.
Develop your awareness by taking time to talk to people from other cultures. Be openminded
and willing to try and experience new things.
Seek help from your colleagues or supervisor at times when you know you’re communicating
ineffectively, and communication could be enhanced with the aid of someone else

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 BSBCMM201 COMMUNICATE IN THE WORKPLACE – Short answer

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BSBCMM201 COMMUNICATE IN THE WORKPLACE – Short answer

Q27: You are having difficulty communicating with a colleague whose first language is not
English. List four things you can do to overcome language barriers.

Avoid using technical jargons

Speak clearly. Don’t raise your voice or speak too fast
Don’t use sarcasm.
Use simple words and sentences

Q28: A customer asks you for your supervisor’s personal mobile number because they are
unable to reach them in the office. Explain why you should/shouldn’t give the customer the
mobile number.

Q29: Your colleagues continually harass and intimidate the junior networking assistant. Your
colleagues think it’s funny but the junior assistant is becoming quite distressed about it. Is
this behaviour acceptable? Explain why or why not.

2016 Edition