London Chamber of Commerce and Industry International Qualifications

www.lcciiq.com

English for Business Level 3

Answers 2011

Stiftung Warentest : „Ein Zertifikat in Wirtschaftsenglisch von der Londoner

Handelskammer macht sich gut im Job“

www.lcciiq.com info@lcciiq.com

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SERIES 2 2011 MODEL ANSWER TO QUESTION 1 LETTER 5 marks Layout:

Business letter conventions used appropriately and consistently. It should be dated and headed appropriately. It is from the candidate and a department or section must be given. The salutation and closure must be in agreement, whichever style is used.

5 marks Mechanical accuracy:

Punctuation, grammar, spelling, syntax. Deduct half-mark for each separate error, up to the maximum.

5 marks Range and fluency: A wide range of vocabulary is used, and structures and forms appropriate at this level. The text reads fluently and adopts a suitable apologetic tone. Communication is clear and supportive to customers. No irrelevant information is used. Marks awarded 0 – 5 depending on how far this is achieved. 10 marks Content: The following points should be raised accurately and appropriately using own words as far as possible for the marks to be gained. (1 mark per point)

� thanks for letter/sorry to hear of delivery problem � rarely get complaints about delivery � checked with Despatch Section/confirmation books were packed/collected � carrier company usually very reliable/has proven record over past years � sometimes unforeseen delays do occur � majority of orders usually delivered within quoted delivery time � confirmation of updated delivery – now 7 days � take full responsibility if any items lost/damaged � understand customer’s frustration/apologies again � usual closure/offer reassurance/10% discount on next order.

(Total 25 marks)

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SERIES 2 2011 QUESTION 1 CONTINUED A suitable answer would be as follows. 8 April 2011 Mrs D Cohen 28 Woodside Gardens Hever Village CHEPSTOW CH4 3TP Dear Mrs Cohen Your Order No FR767780 - French Textbooks Thank you for your letter dated 6 April 2011. I was very sad to learn of the problem you have had in connection with the above order as we rarely receive complaints about deliveries. However, I do understand your frustration at the late delivery of your books and I am very sorry for the inconvenience caused to you and your students. On receipt of your letter I immediately contacted our Despatch Section who have confirmed that your books were collected by the carrier company to be delivered to you. The anticipated delivery for your order is now within the next seven days. I would like to reassure you it has been our experience that the vast majority of our orders are usually delivered well within the expected delivery time. The carrier company we use for deliveries has always been completely reliable and efficient with prompt deliveries. However, on occasions, despite all our efforts, there can be unforeseen delays, which is obviously what has taken place with your order. This is not a common occurrence but when it does happen we take full responsibility should any item be lost or damaged during delivery and we are happy to replace these items at our own cost. I am confident you will receive your order within the new revised delivery time. Once again, on behalf of the company, I apologise for the delay and thank you for your patience and understanding. We would like to take this opportunity of thanking you for your support in the past, as I am aware you are a long-standing customer. We would like you to accept the enclosed gift voucher to the value of 10% to be used in any future purchases, with our compliments. Yours sincerely A Candidate A Candidate Customer Services Enc (optional)

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SERIES 2 2011 MODEL ANSWER TO QUESTION 2 REPORT 4 marks Layout and presentation: Ideas grouped into sections with appropriate headings, ease of reference, no irrelevant material, consistency of language.

(1 mark each) 4 marks Mechanical Accuracy: Grammar, spelling, punctuation, syntax. Deduct half-mark for each separate error. 13 marks Content: The following points should be included:

(1 mark each)

� report requested because of high staff turnover � definition of ‘voluntary turnover’ � poor working conditions � lack of motivation � low pay � hours of work not flexible enough � more attractive opportunities elsewhere � no effective leadership perceived � no forum with management � job dissatisfaction � lack of effective training � lack of opportunities for personal advancement � lack of social contact.

4 marks Recommendations: Accept any 4 of the following: Flexi-time Job enlargement/job rotation Attendance bonus/better pay Improved training/working conditions Improved staff relations/management/labour 0 – 4 marks depending on how well these are expressed.

(Total 25 marks)

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SERIES 2 2011 QUESTION 2 CONTINUED A suitable answer will be as follows. To: Ms Anna Klewer From: A Candidate Date: 8 April 2011 Subject: Possible Reasons for High Staff Turnover Introduction Currently our staff turnover for the year is 15%, compared to last year when it was 5%. As part of the investigations into the reasons for the current high staff turnover, I have been asked to undertake a survey and, with the information, write a report to be presented to the Operations Committee. My report is to include recommendations for action to be considered by management. Interviews conducted I interviewed staff in the Human Resources Office of a large call centre which had experienced a similar high rate of labour turnover in the past. It has been successful in implementing policies which has enabled the company to retain its staff and is now flourishing and profitable. I also interviewed our own staff to ascertain their views about our company – those who had given notice of their intention to leave, staff who had recently joined the company, together with others of our staff who wished to remain anonymous. Reasons why staff leave Staff leave an organisation often for involuntary reasons which could involve Ill-health, moving away with family, death or retirement; all of these are unavoidable. Voluntary turnover, on the other hand, is where staff leave a company because of either dissatisfaction with their pay, poor working conditions, lack of incentives, or lack of job prospects. Voluntary turnover is something which can be avoided. An important fact is that high levels of voluntary turnover could be seen as a negative reflection of both the management and organisation of the company. Findings:

� The internal interviews with our own staff highlighted the fact that one of the key complaints of all staff concerned pay.

� Also high on the list concerned working hours. There was evidence that some staff

would prefer flexi-time working, but at present the company does not permit this. � Work practices were criticised; many staff felt bored, under-valued and de-motivated

in their work. � Staff were also critical of the fact that although some training was given during Induction,

no follow-up training had been offered since. � Staff expressed disappointment that there was a lack of social contact with other staff. � Poor working conditions were also identified as causing discontent. More attractive work

opportunities were perceived to be elsewhere, not here in the company. � Effective leadership was not observable. There were no opportunities for staff and

management to meet formally to discuss staffing issues. Also the fact that senior staff were leaving was unsettling for staff.

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SERIES 2 2011 QUESTION 2 CONTINUED Recommendations: Pay scales/Flexi-time working Examine our current pay scales, also try to offer other incentive, for example, payment of an “attendance” bonus, Consider whether flexi-time working could be introduced. Not all staff were likely to want to work to this pattern, but the opportunity should be offered so that staff could have a choice. Job Enlargement/Job Rotation Consideration could be given to enhancing some of the tasks being carried out in an effort to create a more involving combination of skills; also job rotation where staff can experience a variety of tasks in other jobs. Improving the physical aspects of staff’s working environment Setting up a rest room as a social space where tea/coffee can be provided for social interaction during non-working time. Other facilities such as toilets and cooking areas should be upgraded; in addition, cupboards/lockers to be provided for personal belongings to be stored securely. Improving the training experience of staff by providing them with individual training programmes designed to develop their skills and aptitude. Set up a consultative committee with staff and management so that there is a recognised forum at which regular meetings can take place and provide opportunities for an exchange of views.

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SERIES 2 2011 MODEL ANSWER TO QUESTION 3 COMPREHENSION Candidates were not asked to write full sentences so any answers that are clear, concise and which give an appropriate response should be rewarded. It is possible that some candidates could be familiar with the subject but these should not have any advantage. The questions allow the candidates to demonstrate their understanding of the content which should, as far as possible, be expressed in their own words. Marks for content should be awarded as follows. Errors in mechanics should be penalised by half-mark up to the maximum marks for each question, but this should not include penalties for sentence structure when sentences have not been used. (a) major impact to organisational and personal learning (1), essential part of conducting tests and a necessary condition for innovation (1).

(2 marks) (b) take personal responsibility (1) own up to it (1), openly and honestly (1).

(3 marks) (c) taking action immediately (1) and moving forward not dwelling on past (1).

(2 marks) (d) “reframing” is stating the circumstances of the mistake (1) enabling people to see the mistake in a different light (1), identifying what was external/ internal (1), and what was in your control and what was not (1).

(4 marks) (e) current or former colleagues (1) or others external to the organisation (1) can provide another viewpoint on the mistake (1) and they can offer advice/guidance (1).

(4 marks) (f) consequences of the mistake may not be critical (1) perhaps because of a poor decision (1) but the learning outcomes could be high (1) by showing to others that you can be trusted and have learned from the mistake (1).

(4 marks) (g) means being able to recover one’s original form (1), not being adversely affected by mistakes (1), would be attractive to a would-be employer as shows stamina when under pressure (1).

(3 marks) (h) because with group mistakes there is a dispersal of responsibility (1) whereas an individual’s mistake might involve hurting another (1) and could have lasting consequences (1).

(3 marks)

(Total 25 marks)

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SERIES 2 2011 QUESTION 3 CONTINUED Suitable responses would be as follows. (a) The main reasons are that they can make a major impact to organisational and personal learning. They are an essential part of conducting tests and a necessary condition for innovation. (b) Take personal responsibility. Immediately own up to it, openly and honestly. (c) Action-oriented means taking immediate action. Acknowledge the mistake has been made, then move on, do not dwell on the past. (d) Reframing means that the person sets out the circumstances of the mistake in a particular way to enable people to see it in a different light. To identify what was external/internal and explain what was in your control and what was not. (e) A support network comprising current or former colleagues or others external to the organisation can offer valuable insights from a different viewpoint and can advise/guide. (f) The best kind of mistake is where the costs are low but the learning high means that if one does make a mistake it is better to make one where the consequences may not be critical but where the learning outcomes could be high, by showing others that you can be trusted and have learned from the mistake. (g) “Resilience” means being able to recover one’s original form and not being unduly affected by the mistakes. An employer might find this an attractive quality as it could show stamina when under pressure. (h) Group mistakes are easier to handle because there is a dispersal of responsibility, whereas an individual’s mistake might involve hurting another and could have lasting consequences.

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SERIES 2 2011 MODEL ANSWER TO QUESTION 4 MEMO 2 marks Correct memo layout (to, from, date, subject heading). 5 marks Grammar, spelling, punctuation, syntax. Deduct half-mark for each separate error. 6 marks Style and tone. Marks are awarded on scale 0 – 6 depending on how far the memo “works” as a communication. Not too condescending. Transmission of “best practice” features. Friendly tone. Conciseness. No irrelevant material. 12 marks Content. The following points should appear: (1 mark each)

� Intro - Memo to provide guidance to new users � Emails now used more for both internal/external communications � Identify how you address recipient � Use subject line to identify topic � Care with punctuation, use short sentences � Use paragraphs for change of topic � Varied closures � Use of auto signature � Attachments – identify and describe in text � Importance of anti-virus software � Stress care when composing – non-retrievable � Suitable closure.

(Total 25 marks) CONTINUED ON NEXT PAGE

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SERIES 2 2011 QUESTION 4 CONTINUED Suitable answers would be as follows. M E M O R A N D U M To: All new staff From: A Candidate Date: 8 April 2011 Subject: How to use email effectively You will recall, during the recent Induction, there was discussion about the use of email in our company. The purpose of this memo is to provide guidance to all new users of our system to assist in using email more effectively. As you are aware, more companies like ourselves are using email for both internal and external written communications. Emails have long been used for internal communications but it is still only a recent development in external business communications. It is important therefore that when producing emails, they should be as well-written as any important letter. To begin with, when identifying the recipient, check if you need to address the person formally or informally? Do you know the recipient? If so, how well? Distinguish what your email refers to on the ‘subject’ line, so that the recipient will know immediately what your email is about. When composing your text be very careful with punctuation because a missing comma or no full-stop could cause confusion to your reader. Remember short sentences and shorter line-length make for easier reading on-screen, so avoid complex sentence structures. Use paragraphs when there is a change of topic or subject, so that the reader is aware that a new point is being introduced. Unlike a formal letter you do not have to sign off ‘Yours faithfully’, or ‘Yours sincerely’. However in some cases it may be appropriate to end with an informal send-off – for example, ‘Kind regards’, ‘Many thanks’ and ‘Best wishes’, or more impersonally ‘Yours’. Remember it is possible to set up an auto signature as a default, which appears at the foot of each message you send. This includes your name, title, as well as details of the company you represent, such as address, telephone number, fax and web address. If you are sending an attachment, make sure you clearly identify and describe it in the text. In addition do bear in mind that computer viruses can arrive by email, so do make sure that all your antivirus software is up-to-date and that you know how to use it properly. Finally, always remember that writing effectively in an email is very important because it is instant and non-retrievable. Unlike other forms of communication, with emails there is no tone of voice, no facial expression, or posture, body language and gestures to augment your message. It is essential therefore that you think very carefully what it is you want to say before composing your email. I hope you find these notes useful. Welcome to our company - and good luck!

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SERIES 3 2011 MODEL ANSWER TO QUESTION 1 Layout: Business letter conventions used appropriately and consistently. It should be dated and headed appropriately. It is from either the candidate or Ms Krivankova and a job title must be given. The salutation and close must be in agreement, whichever style is used. (5 marks) Mechanical accuracy: Punctuation, grammar, spelling, syntax. Deduct half mark for each separate error. (4 marks) Range and fluency: A wide range of vocabulary is used and structures and forms are appropriate to this level. The letter is non-committal but encouraging. No irrelevant information is given. The ideas are expressed tactfully. Marks awarded 0-4 depending on how far this is achieved. (4 marks) Content: The following points should be raised accurately and appropriately using own words as far as possible for the marks to be gained. � thanks for letter (1) � regret that there were issues – successful relationship so far (1) � regret delay in bill payment (1) � problem in Finance Department – now resolved (1) � problem with “young man” not our responsibility (1) � all delegates women (1) � none of our staff recall parking issues (1) � but hotel not well served for parking (1) � sorry for confusion of diabetic lunch (1) � staff member did not order this (1) � so “your” catering manager correct in saying it was not ordered (1) � suitable close (e.g. hope a good relationship can be restored) (1) (12 marks)

(Total 25 marks)

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A suitable answer would be as follows.

Headed Paper Mr Paulo Moura Manager Station Hotel Central Boulevard Norville NV7 6PT 3 June 2011 Dear Mr Moura DSJ Training Session on 10 May 2011 Thank you for your letter. I was sorry to hear that there were various issues concerning the day of the training session as we are regular users of your hotel. Up to now, this has been a very successful relationship. I must apologise about our delay in making the bill payment. There was a problem in the Finance Department which has now been resolved and I can assure you that this will never happen again. I should say that the “young man”, who you say acted inappropriately, was definitely not a member of our staff. All of our delegates on the day in question were women. We are sorry to hear that some of your visitors did not park appropriately. None of our staff recall any issues on the day of the training, although, as you know, your hotel is not well served for parking spaces. However, if our staff visit your hotel in the future, I will emphasise to them the importance of parking correctly in the designated spaces. I must apologise over the confusion over the special diabetic lunch., Our member of staff did not confirm before the event that she required any special food, so your Catering Manager was correct in asserting that this was not ordered. I trust that I have been able to resolve the issues raised and I hope that we can continue our fruitful relationship in the future. Yours sincerely A Candidate A Candidate Human Resources Section

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SERIES 3 2011 MODEL ANSWER TO QUESTION 2 Layout and presentation: ideas grouped into sections with suitable headings (1) ease of reference (1) no irrelevant material (1) (3 marks) Mechanical accuracy: Punctuation, grammar, spelling, syntax. Deduct half mark for each separate error. (4 marks) Range and fluency: A wide range of vocabulary is used, text reads fluently and original language is used. Marks awarded 0-4 depending on how far this is achieved. (4 marks) Content: There are four main sections and a maximum of three marks can be awarded for a sensible selection of pertinent material, as follows Current password choice (3) Inappropriate passwords (3) Appropriate passwords (3) Recommendations for password choice (3) A further mark is awarded for an appropriate introduction (1) A further mark is awarded if the order of material, as Instructed, is used (ie starting with current choice of password, ending with recommendations) (1) NB Candidate may combine “appropriate passwords” and “recommendations” and still gain the maximum marks. (14 marks) (Total 25 marks)

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A suitable answer would be as follows. To: Staff Liaison Committee From: A Candidate Date: 3 June 2011 PASSWORD SECURITY Introduction I have been requested by Mr Botello to investigate the passwords used by the company’s financial advisors. I have investigated the issues involved with inappropriate password usage and made suggestions as to how passwords could be improved. Current Password Choice � Most staff select a password that is easy to use or remember, rather than one that is

secure. � Half of staff used passwords devised from keyboard patterns, e.g. QWERTY, 777777. � Many staff chose personal details, e.g. family names, dates of birth. � Four advisors selected a random selection of digits or characters, and they wrote these

down to remember them. � Three advisors claimed to change the passwords regularly. Inappropriate Password Choice It is important that an appropriate password is selected as this deters those with criminal intent from “hacking” into the system. Passwords which cause such hackers least difficulties are as follows: � Repeated patterns or groups of digits, such as many currently used (e.g. 123456,

111111, QWERTY” etc). � Those connected with personal details such as names or dates of birth. � Dictionary words as these can be worked out using sophisticated software. Appropriate Passwords � The more random the selection of characters, the more difficult it becomes to guess the

password. � This selection is more random if it uses a range of upper and lower case letters,

numbers and symbols (e.g. $, %, &). � All passwords need to be changed regularly. Recommendations for password choice � Ideally, a random selection of characters should be used (please see above) but if this

is then written down (such passwords are more difficult to remember) it must be kept fully secure.

� An irregular but not totally random password could be used, which can easily be

remembered, e.g. the initial letters of a personal phrase but placed backwards, such as “I love to visit New York” becomes YNvtlI. Numbers can also be included such as “My son is 2 years old”, Msi2yo.

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Task Answer the following questions, in your own words as far as possible, to demonstrate your understanding of the points raised. (a) What is meant by the term “body language”? (3 marks) (b) What are the two main reasons why it is important for someone who is involved in business communication to have a knowledge of body language? (2 marks) (c) What is meant by “involuntary” body language and how does this differ from “voluntary” body language? (2 marks) (d) Why is it important to understand that there is a cultural dimension to the use of body language? What example of such an issue is given in the text? (5 marks) (e) What is meant by the phrase “(body language) can draw attention to contradictions”? Give an example of how this can happen. (4 marks) (f) What is the link between the feelings of the speaker and the way in which he/she uses eye contact? (3 marks) (g) Why is it suggested that “feet are more honest than hands” when

body language is observed? (3 marks) (h) From your own experience of using or seeing others’ body language, give examples of the use of body language and what it means or indicates. (3 marks)

(Total 25 marks)

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SERIES 3 2011 MODEL ANSWER TO QUESTION 3 Candidates were not asked to write full sentences so any answers that are clear, concise and which give an appropriate response should be rewarded. It is possible that some candidates could be familiar with the subject but these should not have any advantage. The questions allow the candidates to demonstrate their understanding of the content which should, as far as possible, be expressed in their own words. Marks for content should be awarded as follows. Errors in mechanics should be penalised by ½ mark up to the maximum of 50% of the marks for each question, but this should not include penalties for sentence structure when sentences have not been used. (a) all parts of communication that are seen (1) but not spoken (1) such as the way parts of the face or body move (1) (3 marks)

(b) first to control their own body language (1) and second to be able to make sense of other peoples’ (1) (2 marks) (c) involuntary language – unintentional or accidental (1) voluntary language – done deliberately (1) (2 marks) (d) deliberate language or gestures vary in different countries or cultures (1) so it is important that you know about this (1) so that certain actions are not misinterpreted (1) – in the passage, the example given of nodding or shaking the head (1) each can mean “yes” or “no” - in different cultures (1) (5 marks) (e) your body language could contradict your spoken language (1) which could cause confusion (1) example given – if spoken language meant to be assertive (1) could be betrayed by body language which shows you are worried or nervous (1) (4 marks) (f) it is suggested that there is a strong association (1) between the confidence a person has in what he/she is saying (1) and how he/she maintains eye contact with the person to whom he/she speaks (1) (3 marks) (g) suggested that it is easier to control the language of the upper half of the body (1) than that of the lower half, especially the feet (1) as this can betray the feelings of the speaker (1) (3 marks) (h) there is no “correct” answer. Three marks are available and they should be awarded as follows. 3 marks: At least two examples are given with a sensible explanation of their meaning. 2 marks: Two examples are given, but no explanation of meaning is given OR one example is given with a good explanation. 1 mark: Some understanding is shown – possibly one example given. 0 marks: No understanding shown – the response does not make sense. (3 marks)

(Total 25 marks)

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Suitable responses would be as follows. (a) Body language involves the non-verbal communication displayed by someone, such as the expression and movement of the face or body. (b) First, it is important to control your own body language when giving a message and second, you can then make sense of other peoples’ body language. (c) Body language which is produced deliberately is “voluntary”. Sometimes it is produced unintentionally or accidentally, which is said to be “involuntary”. (d) Just as spoken language differs in different countries, deliberate body language can vary in different cultures, so it is important to recognise this to avoid misinterpretation or confusion. The example given is that nodding or shaking the head can each mean “yes” or “no” in differing cultures. (e) Your body language may not be in agreement with your spoken language, which might

cause confusion. In the example given, it is said that if you are trying to be assertive or highly positive, your anxiety or uncertainty could be betrayed by your body language.

(f) It is suggested that there is a strong association between the confidence a speaker has in what he/she is saying and the level of eye contact he/she retains with the person to whom he/she is speaking. (g) It is said that it is easier to control the language of the upper part of the body than the lower part, especially the feet. Therefore the feet can betray the real feelings of a speaker. (h) I am aware that when I speak in public or I am excited I use my arms to make gestures. A colleague has a habit of bringing his hand to his face when he is nervous or is saying something about which he is not confident. It is as if he wishes to cover his mouth.

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SERIES 3 2011 MODEL ANSWER TO QUESTION 4 Layout: It is to all staff, from A Candidate, a suitable heading and date should be given. ½ mark for each, correctly placed. (2 marks) Style and tone: The style should be concise and clear, but businesslike. No irrelevant materials should be given and the tone should be encouraging and persuasive but not patronising. (5 marks) Mechanics: Punctuation, grammar, spelling, syntax. Deduct half mark for each separate error. (5 marks) Content: The following points should be raised accurately and appropriately. considering introducing “ethnography” (1) development of research methods looking at families’ behaviour (1) places researcher in home (1) interactive method (1) very successful elsewhere – used e.g. by Microsoft (1) details to be worked out (1) e.g. need to spend 24 hours in home (1) do we tell family objectives of research? (1) always voluntary for researchers who are well paid (1) families and researchers carefully selected (1) works well when researcher “blends in” with family (1) still at planning stage (1) any queries, contact Mr Mujahed (1) (13 marks)

(Total 25 marks)

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A suitable answer would be as follows. To: All staff From: A Candidate Subject: A new form of research – ethnography Date: (date) You will all know that our company has always used new and innovative strategies when carrying out our market research. I am pleased to report that we are now considering the use of an exciting new method of research, called “ethnography”. Ethnography is a development of the helpful research which we used when we made an intensive study of families, first by using a system of diaries and then by installing video cameras in their homes. Both of these were successful, but the main issue was that these methods were not interactive. In the new system, researchers spend time in the homes of families where they can observe them and ask questions, if necessary. Whilst ethnography is a new method of research, it has proved to be very successful by the world’s biggest and most important companies, such as Microsoft. There are many details to be finalised about this work; for example, at this stage we cannot be certain if the researcher will need to spend 24 hour shifts with the family. There could be occasions when this is necessary, but they might be infrequent. Similarly, we might have specific research objectives in mind or it might be general research. There are differing views on whether any objectives are shared with the family and if this could affect its behaviour.

I should stress that any staff involved in this research would be volunteers, would be given full training and would be well paid. Similarly, the families used would be carefully vetted to avoid any unfortunate experiences. It is reported that when this works well, the researcher blends into the background of the family and the family behaves normally. At the moment all of this is at the planning stage, but I thought I should share with you this potentially exciting development. If you have any queries, please do not hesitate to contact Mr Mujahed.

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SERIES 4 2011 MODEL ANSWER TO QUESTION 1 Layout: (5 marks) Business letter conventions used appropriately and consistently. It should be dated and headed appropriately. It is if from Ms Yvonne Samber and a job title must be given. The salutation and closure must be in agreement, whichever style is used. Mechanical accuracy: (4 marks) Punctuation, grammar, spelling, syntax. Deduct half mark for each separate error. Range and fluency: (4 marks) A wide range of vocabulary is used and structures and forms are appropriate to this level. No irrelevant information is given. The letter is persuasive and encouraging. Content: (12 marks) The following points should be raised accurately and appropriately using own words as far as possible for the marks to be gained. � announcement of new initiative (1 mark) � can assist local businesses and the charity (1 mark) � charity very worthwhile (1 mark) � new magazine (1 mark) � you can buy advertising space (1 mark) � quality magazine – colour and illustrations (1 mark) � we can assist you to design advert (1 mark) � adverts can be of varying size (1 mark) � published monthly at first (1 mark) � possibly “special” editions (1 mark) � 80,000 households reached (1 mark) � contact us by any method (1 mark)

(Total 25 marks)

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SERIES 4 2011 QUESTION 1 CONTNIUED A suitable answer would be as follows:

Headed paper Name of Business owner Address Date 17 November 2011 Dear (Name) Children’s Research Magazine We are pleased to announce our latest initiative which can assist local businesses whilst at the same time assisting our charitable organisation. You will probably be aware that Children’s Research is well known in the Midville area for the work we have done to support medical research into children’s diseases. To continue with this valuable work, we hope that we are able to count on your support when we introduce our new magazine. The magazine, which we propose will be published monthly initially, will carry a great deal of advertising space. We are inviting local businesses to purchase space. The magazine will be of high quality, using colour and illustrations, and we will be able to assist you in devising and designing your advertisement, which could be anything from a full page spread to a small box. The magazine will be delivered to each household in Midville. This means that your advert will be seen by the whole range of people in the 80,000 households in the town. We could even produce special editions at particular times of the year, such as a Summer Special. I am sure you would wish to participate in this exciting, mutually beneficial development. Please contact me by any method and I shall look forward to hearing from you. Yours sincerely (Ms Yvonne Samber) Chairperson of Management Committee

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SERIES 4 2011 MODEL ANSWER TO QUESTION 2 Layout and presentation (4 marks) � ideas grouped into sections with suitable headings (1 mark) � suitable introduction (1 mark) � no irrelevant material (1 mark) � consistency of language (1 mark) Mechanical accuracy (4 marks) � Grammar � Spelling � Punctuation � Syntax Deduct ½ mark for each separate error up to a maximum of 3 marks. Range and fluency (4 marks) A wide vocabulary is used, text reads fluently and original language is used. Marks awarded up to 0 – 4 depending on how successfully this is achieved. Content (13 marks) There are 5 main points, as given below. Each point should be raised and developed for 2 marks each. � fall in recruitment over last l0 years � Veggie Products pay rate is low � advertising is limited � no childcare facilities � potential staff looking for skilled employment

3 marks are available for suitable recommendations which are likely to include � improvement to wages � more widespread advertising � nursery or crèche facilities provided (NB: It is unlikely that the point about potential staff having high skills can be converted to a recommendation if an appropriate recommendation is made, this can be accepted as one of the three main points.)

(Total 25 marks)

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SERIES 4 2011 QUESTION 2 CONTINUED A suitable answer would be as follows: To: Operations Committee From: A Candidate Date: 17 November 2011 Recruitment of temporary staff Veggie Products has not been able to recruit sufficient temporary staff in recent years during the peak harvest period. I have been requested to investigate the issues concerned with recruitment. I have looked at recruitment data and spoken to potential employees who have not applied for our vacancies. I have made some suggestions for future action which might assist in recruiting more staff in future. Recruitment: Some issues � In each of the last ten years, the company has aimed to recruit 50 temporary staff. This was last

achieved in 2001 and almost achieved in 2002 and 2003. Since then, the figure has dropped each year from a figure of 40 or close to this in 2004/5 to 28 in 2009 and 23 in 2010.

� Of the major employers in the area, Veggie Products wage rate is almost the lowest. The rate is up

to 40% higher for organisations of similar size. The low rate deters some potential employees. � The company conducts limited advertising using only the local newspaper. More widespread

advertising might attract more staff. � No facilities for childcare are available for potential recruits with young children. � Many staff now looking for employment are seeking skilled jobs rather than unskilled work. Recommendations: � There should be a reconsideration of the wage rate offered if Veggie Products is to compete with

other organisations in the area. � Veggie Products should consider a more widespread recruitment policy and advertise more fully

outside of the area. � If children’s facilities (a nursery or crèche) were available, potential staff with young children could

be recruited.

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SERIES 4 2011 MODEL ANSWER TO QUESTION 3 Candidates were not asked to write full sentences so any answers that are clear, concise and which give an appropriate response should be rewarded. It is possible that some candidates could be familiar with the subject but these should not have any advantage. The questions allow the candidates to demonstrate their understanding of the content which should, as far as possible, be expressed in their own words. Marks for content should be awarded as follows. Errors in mechanics should be penalised by ½ marks up to the maximum marks for each question, but this should not include penalties for sentence structure when sentences have not been used. (a) if there is a clever and methodical (1) plan made (1) before move (1) stress reduced. (3 marks) (b) suggesting creating greater profits is the most significant aim (1) of any business venture (1) as making profits is always likely to be a main aim (1) (3 marks) (c) if reasons for relocation are clear to you (1) you can make decisions concerning what is needed in the new location (1) (2 marks) (d) essential – absolutely vital (1) desirable – would be good or useful (1). Need to know the difference so you can put requirements into an order (1) that places the most significant first (1) (4 marks)

(e) one person not appointed – could be confusion (1) some tasks might not be done as no-one knows who should do them (1) could be problems with budget and amount of money spent (1) (3 marks) (f) until it is clear what your objectives are in moving (1) what your requirements are (1) you will not know what to look for in new premises (1) – also need someone to coordinate at this point (1) (4 marks) (g) you must keep staff involved to prevent them from worrying (1) and to stop ill-found rumours circulating(1)) must keep partners involved so they can continue to contact you (1) after the move (1) (4 marks) (h) to thank everyone involved (1) and to celebrate positive aspects of move (1) (2 marks)

(Total 25 marks)

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SERIES 4 2011 QUESTION 3 CONTINUED Suitable answers would be as follows. (a) If a clever and methodical plan is devised, before any move takes place, the stress level of any

move is greatly reduced. (b) The writer is suggesting that creating increased profits is the most significant aim of any business

venture, as making profits is always likely to be the main aim of a company. (c) If there is no confusion as to the reasons for relocating, you can make decisions about what is

needed in the new location. (d) Essential priorities are those which are vital whilst desirable priorities are important but not vital.

Organisations must know the difference so the requirements can be placed in order of significance. (e) If one person is not appointed to coordinate the work, there could be much confusion. Some tasks

might not be carried out as it will not be clear who should do them, and there could be issues concerning following the budget.

(f) Until your objectives for moving and your requirements in the new premises are clear, you will not

know what you should look for in the new premises. It is also important that the coordination or management role has been clarified before this point.

(g) You must keep your staff informed to prevent them from worrying too much about the move and

also to stop incorrect rumours from being circulated. Partners and “stakeholders” should be informed as they must be able to contact your company after you have moved.

(h) It is suggested that you can show your gratitude to all staff involved in the move, and you can

celebrate or make the most of the positive aspects of the move.

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SERIES 4 2011 MODEL ANSWER TO QUESTION 4 (a) Memo Layout: (2 marks) Correct layout; to, all staff, from, A Candidate, appropriate subject heading, date ½ mark each Style and tone: (4 marks) The message is clear and informative. The tone is positive and “upbeat” and no irrelevant ideas appear. The points are in logical order.Marks 0 – 4, depending on how far this is achieved. Mechanics: (2 marks) Grammar, spelling, punctuation, syntax. Deduct ½ mark for each separate error. Content: (12 marks) The following points should be raised clearly and appropriately for one mark each. There are five matters of concern, as follows. Each should be raised appropriately (1) with a brief explanation (1)

� Dress code � Staff cars � “Hot desking” � Holiday entitlement � Sports and Social Club

One mark is awarded if it is made clear that all staff were spoken to One mark is awarded if the time is confirmed correctly (9 am)

(Total 20 marks) (b) Notice Layout Mechanics: Clear, good visual impact, no mechanical errors (2 marks) Style and tone: Clear style, no irrelevance (1 mark) Content: There are two points which must be mentioned correctly for one mark each. Meeting is at 9.00 am on (date) All items mentioned will be raised – except financial item. (2 marks) (5 marks)

(Total 25 marks)

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SERIES 4 2011 QUESTION 4 CONTINUED Suitable answers would be as follows: 4(a) To: Mrs Pauline Kontek From: A Candidate Subject: Meeting with HR Manager, Mr John Kinsella Date: 17 November 2011 All our staff have now contacted me and most would prefer that the meeting with Mr Kinsella should be at 9.00 a.m. There are many matters of concern shared by staff but the five areas identified were as follows. Dress code: This was seen as a “uniform” and opposed by many staff. Staff cars: Staff are concerned that a new car might not be supplied each year. “Hot desking”: Concern was expressed that each member of staff might not have his or her own work station in the office. Holiday Entitlement: There was concern that Exview Products’ entitlement was less generous than that of MDJ. Sports and Social Club: It was asked if the MDJ Sports and Social Club would continue. Various issues of finance and remuneration were raised but have not been included, as you requested. 4(b) Meeting with Mr Kinsella There will be a meeting with Mr Kinsella, Human Resources Manager of Exview Products, at 9.00 a.m. on 22 November 2011. All the points of concern you raised will be mentioned, except those concerning finance and remuneration, which we have been advised should be considered on a different date. I hope you are all able to attend the meeting.

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EDI International House Siskin Parkway East Middlemarch Business Park Coventry CV3 4PE UK Tel. +44 (0) 8707 202909 Fax. +44 (0) 2476 516505 Email. enquiries@ediplc.com www.ediplc.com