BSBCMM201 Communicate in the workplace

Assessment 1 - Questions

STUDENT NAME: Lucas Felix

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INSTRUCTIONS
Please complete the student details section.
This short answer assessment is one form of assessment that is used to collect evidence of
competency for this unit.
To demonstrate competence you must correctly answer all questions. Any shortfalls or wrong
responses may be followed up by your trainer in verbal, written or practical instance.
If more space is required for any answer you may attach a separate page containing name,
assessment date, unit title unit code and the assessment task number and attach this page with
the current assessment task before submission or alternatively use the back of each paper with
a clear reference to the relevant question(s).
Ensure you check your work before submitting.
Please note, once the assessor has marked your work they will provide you with feedback.
You will be required to complete other relevant assessment tasks for this unit as instructed by
your teacher or trainer.
 Question 1: Give 3 examples of workplace documents you may use to gather
information about the business, its offerings or tasks for the day or shift.

Staff information, current specials and deals and expected levels of business include

Question 2: Name 1 pieces of information you can collect from attending a

handover briefing.

Brief summary

Question 3: Name 4 pieces of information you can collect or communicate

through a log book.
table reservations, changes to bookings, late checkouts, special requests and things that
require follow up.

Question 4: List 5 methods of communicating with customers or workmates.

simply communication is the passing of information between two entities. It can be in verbal,
non-verbal, written or graphical form

Question 5: List 5 examples of communication barriers you should be aware of

when talking or listening to someone.

Poor listening skills

Poor explanation
Being rushed
Prejudice, making opinions too quickly
Interrupting the speaker

Question 6: Give 3 examples of how you can use listening and speaking skills to
overcome communication barriers.
• Speak slowly and clearly
• Concentrate on the key parts of the message
• Avoid using extra words or descriptions that may add confusion

Question 7: List 6 sources of information (internal or external) you can use to

research business ideas or approaches.
Media
Industry
Marketing and presentations
Colleagues and superiors
Product suppliers
Internal document
 Question 8: Give 2 examples of industry associations you may use to research
business ideas or approaches.
• Tourism Training Australia (TTA)
• Restaurant Catering Association of Australia (RCA)

Question 9: Question 9: One of the keys to ensuring that your department or

organisation works efficiently is to understand and follow the relevant policies
and procedures for responding to instructions or enquiries in a timely manner.
Provide 3 examples what this would include:
Work health and safety
Environmentally friendly operations
Privacy

Question 10: List 3 rules to good quality written communication.

Simplicity
Accuracy
Sequential

Question 11: Why is it recommended to compile an initial draft of any

document?
• All communication must be clear, concise and accurate and must reflect
organisational guidelines.

Question 12: Name 4 pieces of information that should be included in a

company’s letterhead.
letters should be clear, concise, courteous and reflect a professional corporate image.

Question 13: Name 4 pieces of information that should be included in a memo.

To:
From:
Date
Subject:
 Question 14: Give an example of how you can adjust your communication style
to accommodate someone with vision impairment.
• Identify yourself - don't assume the person will recognise you by your
voice.
• Speak naturally and clearly. ...
• Continue to use body language. ...
• Use everyday language. ...
Name the person when introducing yourself or when directing conversation to them
in a group situation.

Question 15: Give an example of how you can adjust your communication style
to accommodate someone who is hearing impaired.
• Face the hearing impaired person directly, on the same level and in
good light whenever possible. ...
• Do not talk from another room. ...
• Speak clearly, slowly, distinctly, but naturally, without shouting or
exaggerating mouth movements. ...
• Say the person's name before beginning a conversation.

Question 16: How should you conduct yourself when dealing with someone who
has a special need?
• Be patient, helpful and remain professional when communicating with people
who have special needs and remember to always treat everyone with respect.

Question 17: Name 5 different behaviors you may encounter when dealing with
teams made up of people from different cultural backgrounds.
• A different work ethic.
• A different interpretation of time limits.
• Not wishing to socialise around alcohol.
• Needing days off for religious reasons.
• Requesting time away to pray.

Question 18: List 3 benefits of a socially diverse workplace.

Improved customer service
Reduction in skills shortages
Increased productivity

Question 19: What does developing a culture of open communication between

you, your colleagues and customers help to foster?
Along with management and supervisory staff, all employees play an important part in
making workplaces a friendly and inclusive environment
 Question 20: Name 2 strategies you can use to overcome language barriers.
• Concentrate on the key parts of the message
• Avoid using extra words or descriptions that may add confusion

Question 21: Give an example of an unlawful discrimination practice in the

workplace.
Ryan works on a construction site. His co-workers recently found out he was gay and have
started calling him “princess

Question 22: What is the primary reason for WHS legislation?

The WHS Act places the primary health and safety duty on a person conducting a business or
undertaking (PCBU). The PCBU must ensure, so far as is reasonably practicable, the health
and safety of workers at the workplace. Duties are also placed on officers of a PCBU,
workers and other persons at a workplace

Question 23: What do privacy laws protect?

Organisations are required by law to protect the privacy of your personal information.
There are three laws that help protect all Victorians' privacy: The Privacy Act
(Commonwealth), which covers Federal government departments and agencies and the
private sector

Question 24: Name 3 things that a style guide may cover.

Branding, language and marketing

Question 25: Question 25: Why must you proof-read all documents before
sending them? What must this include?

During this part of the proofreading procedure, you should search for errors in spelling,
word usage, grammar, and punctuation. After all, a poorly written paper cannot possibly
communicate its message properly to the reader. ... Editing is not just the icing on the cake;
it is an essential part of the writing process

END OF ASSESSMENT