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BSBCMM201 Assessment B Short Answer V1-0
BSBCMM201 Assessment B Short Answer V1-0
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.
Q3: What communication technology would you use to share a 50-page document with an
external customer?
Q4: List three examples of when it is appropriate to use verbal communication in the
workplace.
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
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.
2 2016 Edition
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?
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.
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.
2016 Edition
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.
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
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.
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
2016 Edition
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.
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