On Campus Index Number: wawasane Openunivensity the people's universcy Academic Session 2017/2018 Second Semester Examination April 2018 WUCP107/03 Workplace Communication Skills Time: 2 hours Instructions to candidates: 1. Please check that this examination paper consists of three (3) pages of printed material before you begin the examination. 2. Answer four (4) questions in Part A and all questions in Part B in the Answer Booklet provided. 3. You are not allowed to remove this question paper from the examination venue. Copyright © 2018 WOUZ| WUCP107/03 Part A (40 marks) Answer any four (4) questions. Each question carries 10 marks. 4. State five (5) ways to handle questions responsively during oral presentations. 2. Define the following terms used in a meeting: (a) (b) (c) (@) (e) Contract Counter-offer Negotiate Bedrock price Rebate 3. Briefly explain four (4) techniques to effective listening. 4, Briefly explain four (4) tips that we should remember while preparing the agenda of a meeting. 5. Briefly describe two (2) characteristics of an aggressive caller and two (2) characteristics of an assertive caller. 6. Briefly explain the four-point framework that we should follow while writing a letter.3 WUCP107/03 Part B (60 marks) Answer both questions. Each question carries 30 marks. Question 1 ‘You went to Kuala Lumpur with your family members over the weekend for a wedding. You booked two rooms at a four-star hotel for this trip. When you were checking in, you were informed that your booking was not found in its system. The front desk staff member was unhelpful and rude towards you. After waiting for two hours, the hotel staff member found out that there was an error in its system. You were not given any compensation or explanation. ‘Write an email of complaint to the manager, including: * details of your stay; «description of two (2) problems you faced while trying to check-in; © two (2) effects of the late check-in to you and your family; and * two (2) actions that you expect the manager to take. Question 2 You are the president of Student Representative Club in Western Open University. You have been invited to speak to new students during the orientation week on the following topic: Benefits of extra-curricular activities. Write the speech that you will be making to the new students by sharing four (4) benefits. END OF QUESTION PAPER