Dec 2005 - THE ASSOCIATION OF BUSINESS EXECUTIVES...

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THE ASSOCIATION OF BUSINESS EXECUTIVES CERTIFICATE Introduction to Business Communication afternoon 8 December 2005 1T ime allowed: 3 hours . 2 Answer any FIVE questions, at least three of which must be from Section A. Do not answer more than TWO questions from Section B. (If you wish, you may answer all FIVE questions from Section A and none from Section B.) 3 All questions carry 20 marks . Marks for subdivisions of questions are shown in brackets. 4 No books, dictionaries, notes or any other written materials are allowed in this examination. 5 Calculators are allowed providing they are not programmable and cannot store or recall information. Electronic dictionaries and personal organisers are NOT allowed. All workings should be shown. 6 Candidates who break ABE regulations, or commit any misconduct, will be disqualified from the examinations. 7 Question papers must not be removed from the Examination Hall. IBC
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Section A Answer at least THREE questions from this section Q1 Successful communication depends on a number of variable factors. (a) Show that you understand what is meant by a “communications cycle” between a sender and a receiver, and explain in detail, stage by stage, how a complete cycle will occur. (8 marks) (b) Use a neat, labelled drawing to illustrate and make clear what you have written above in your answer to question 1(a). (3 marks) (c) Use words and simple, but clear, drawings to show how each of the following three communications structures operates, and state also a strength or a weakness of each one: (i) chain (ii) circle (iii) wheel (9 marks) (Total 20 marks)
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Q2 Imagine that you are about to make an application, by letter, for a new job. The job is with an insurance company called Baralan, and you are hoping to become a trainee Customer Services Adviser in their call centre, based in your own city. As the job involves dealing with international customers, you have been asked to apply using the English language. (a) First impressions matter. Before a prospective employer even begins to read your application, he/she has formed an opinion of you based on how your letter looks on the page. List four things that you can do with the appearance and presentation ( not the content) of your letter to help give yourself the best possible chance of being called for interview. (Do not write the letter itself.) (4 marks) (b) Imagine now that your application has been accepted, and the company has invited you to attend for an interview. You know that you will be judged at the interview by your body language as well as by what you actually say in response to questions. Show that you understand the importance of presenting positive body language by separately considering five different ways in which you can use body language to increase your chances of success in the interview. ( Note that merely listing aspects of body language will not be enough. Also, the way you speak is not relevant to this answer.) (10 marks) (c) You performed well at the interview, and Mr G Lee has written from Baralan to offer you the job. Write the body
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This note was uploaded on 04/04/2008 for the course MANAGEMENT MGT1200 taught by Professor Roopchand during the Summer '08 term at Abraham Baldwin Agricultural College.

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Dec 2005 - THE ASSOCIATION OF BUSINESS EXECUTIVES...

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