WorksheetsCommunications
Total questions: 15
Worksheet time: 2hrs 40mins
1. For each of the following documents, identify a different appropriate and economic way of dispatch.
a) A copy of a signed contract required immediately at head office, 100 miles away. (Select multiple answers)
_______________________________________________________________
b) Several files of notes required for a meeting across town.
_______________________________________________________________
c) A purchase order form for a routine delivery of stationery.
_______________________________________________________________
d) Report typed and saved on a computer, required in New York tomorrow.
Courier Service
Fax
Post Office
Telephone
Three advantages of using electronic mail as a means of communication.
It can be hacked
Faster than surface mail
It saves Paper
It is very costly
It can be sent to multiple person at once
Identify four non-verbal communication signals.
Letter
Gestures
Bulletin board
Eye contact
Posture
Three reasons why written communication is sometimes better than oral communication.
Provides a permanent record of the message
Can contain detailed information
Contents can be revise and edited several times before delivery
Does not generally receive immediate feedback
Message can be unclear to reader
Three ways of dealing with difficult customers
Blame the company and the customers
Listen and let the customer vent
Ignore the customers complaints
Ask your supervisor for help
Try to solve the problem
Select three advantages of using the answering machines/voice mail.
Assist busy secretaries
The caller may leave the message at the wrong extension
Can promote the company
The caller may leave inadequate information
It is available 24/7 to receive calls outside of business hours
Three methods of non-verbal communication.
Letter
Telephone
Meeting
Business cards
Three forms of business communication, other than letters or memos
Faxing
Memo
Circular letter
Presentation
Three skills required by an effective verbal communicator.
Be a good listener
Frequently put customers on hold
Ask questions for clarity
Be polite at all times
Ignore differing time zones
Three practices to establish and maintain good relationships with colleagues at all levels.
Interact with supervisors
Be professional at all times
Interact with co-workers
None of the above
Answer option 1 and 5 only
List the three parts of the business letter that would appear first.
Subject
Date
TO
Heading
Inside Address
Which are the four subject headings for a memorandum?
SUBJECT
TO
Closing
FROM
DATE
Section B Answer all questions in this section – 40 marks.
Scenario
You are employed as PA to Mrs. Rosa Roberts, the owner of six shops trading as Rosas Flowers. Today you have the following tasks to undertake.
• Write a letter
• Compare prices from quotes
• Complete a pie chart
• Prepare a notice and agenda
1. Carlos Spiro, a valued employee, has resigned as from the end of next month after six years with the organization. He lives at 2 West Cottages; Flexton, FL2 5LZ, Mrs. Roberts has asked you to write a suitable reply to his letter of resignation stating the exact date of leaving. Suggest a document that could be provided to benefit his future career. Close the letter with an appropriate wish for his future.
Mrs. Roberts will sign the letter later today.
Use the letterhead on the opposite page as requested.
(8 marks)
In a box draft a message for the store’s telephone answering machine, to be used when the store is closed. The name of the store is The Ripton Art Centre.
Create a memorandum to all staff, informing them that the manager request that they follow the correct procedure to answer the telephone in the office as outlined in the memo.
