Mark Scheme

Unit title International Business Communications

Textbook Stanton: Mastering Communication

Series June 2019

 Question 1 Answer Annotate Guidance

a) Explain with the aid of a diagram the a) Candidate should list and describe the Syllabus reference:
process of communication. communication loop – sender > encoding Ch. I pp 1; 1-6.
[8] message> channel or medium> decoding >
BOD
b) Discuss FOUR barriers to effective receiver >feedback. Noise interferes with the
communication. process.
[12]
Marks SEEN
7-8. Full diagram, with all elements explained. For 8
marks candidate should include the idea that noise can
disrupt communication at various points
5-6 Mostly complete diagram with most elements
explained
4 basic diagrams with some elements explained
2-3 – some attempt but missing key elements
0-1 not or inadequately attempted

b) Barriers to communication include the

following:
 Differences in perception.
 Jumping to conclusions.
 Stereo typing.
 Lack of knowledge.
 Lack of interest.
 Difficulties with expression.
 Emotions.
 Personality.

Candidate should identify 4 of the above; 1 mark for

naming a barrier and 2 further marks for the discussion.
Allow other factors if they are relevant.

List without explanation 4 marks maximum.

 Question 2
You have to make an important business
telephone call. Explain what you would do before
making the call and after the call finishes to ensure
the call has been successful.
[20]
Answer Annotate Guidance
The candidate may write about the general importance Syllabus reference:
of the telephone as a means of communication. Ch. 5; Pp 56-58.
Reward with a maximum of 2 marks.
BOD
Before the call (10 marks max).
 Make notes about what you want to achieve.
 Have files and correspondence ready to hand. SEEN
 Have pen and paper ready.
 Know the name and number of the person you
want to call.
 Phone at the right time.
Each point introduced and developed for 2 marks.
Full list without discussion maximum 3 marks.
After the call. (max 8 marks).
 Fill in gaps in notes.
 Date and file the note.
 Action points in diary.
 Pass messages to appropriate person.
Each point introduced and developed 2 marks.
Full list without discussion maximum 3 marks.
 Question 3 Answer Annotate Guidance

Discuss with business examples the following non- a) Space - requires some discussion of status, Syllabus reference:
verbal communication approaches to convey territory and personal space and their Ch. 4 pp 30-40.
messages to others implications.
BOD
a) Space.
[5] b) Silence - silence can mean a failure to
b) Silence. communicate; it can mean boredom,
[5] disagreement or rejection; it can be strategic, SEEN
encouraging feedback.

c) Orientation and Posture. c) Orientation and posture - Orientation may

[5] discuss the seating arrangements in a meeting
or the way in which a desk is used in an
interview. Posture might show a variety of
characteristics such as shyness, disinterest,
dominance etc.

d) Time. d) Time - means different things in different

[5] cultures and individuals; it affects the start of
meetings, the interpretation of waste of time,
the value placed on time.

Use the below grid for each element:

5 marks Excellent answer covering all points with
suitable examples.
4 Marks Very good answer covering most points with
an example.
3 marks Good answer covering some points with an
example.
2 Marks satisfactory answer with sufficient
understanding of the concept. There may be no
examples.
1-0 No answer or an inadequate understanding.
 Question 4 Answer Annotate Guidance

You have been offered a job interview. Discuss how
you would PREPARE for the interview to improve
your chances of success.
[20]
 Become familiar with the organisation; Getting Syllabus reference:
background information; some indication of Ch. 7; pp 85-88.
potential sources of information; make
BOD
transport arrangements.
 Dealing with nerves; everyone gets nervous.
Nerves can be beneficial if channelled.
Consider ways of controlling nerves. SEEN
 Getting some practice; go to interviews; talk to
people who work there; rehearse with
friends/colleagues; Prepare questions and
possible answers; consider what you may be
asked; Understanding oneself – strengths and
weaknesses.
 On the day of the interview – dress
appropriately; arrive ahead of time; compose
yourself etc.

There may be other creditable points.

Use the below grid.

17-20 An excellent answer; all points are addressed;
candidate is fully aware of the issue and how to deal
with the preparations for the interview; examples are
used to illustrate understanding.
14-16 A very good answer; Most points are addressed
in depth. Candidate has a good awareness of
preparations. There may be some examples to
illustrate.
12-13 A good answer; most points addressed with
some awareness of the process.
10-11 An adequate answer; Some points addressed but
depth of understanding may be lacking.
8-9 A basic answer Some points made but there is little
depth.
Question 4 Answer Annotate Guidance

4-7 a few points made but lacks understanding of the

question and has no depth.
1-3 An inadequate answer with little understanding or
depth.
0 No attempt.
 Question 5 Answer Annotate Guidance

a) Explain why it is essential to take minutes
in a formal business meeting.
[8]
a) Minutes are essential for the following reasons Syllabus reference:
(candidate may explain what minutes are): Ch. 9; pp126-131.
 To maintain a record of decisions.
BOD
 To record who attends.
 Sometimes a legal requirement.
 A record of who is responsible for actions.
 Aide memoire for those who did not attend. SEEN

Use the below grid

7-8. Full answer including an explanation of what
minutes are and covering all above points.
5-6 Very good answer which displays understanding of
minutes and which includes most of the above points.
4 Adequate answer with some points included and
briefly explained.
2-3 – some attempt but missing key elements. There
may be an underlying but poorly expressed
understanding.
0-1 not or inadequately attempted.

b) Using appropriate headings write a set of b) Date and time and name of organisation.
minutes for a formal meeting of your  Venue of meeting.
choice.  Those present and apologies for absence.
[12]  Matters arising.
 Notes on substantive items.
 AOB.
 DONM.

A list without any context maximum 4 marks.

Use the below grid.

9-12 marks Excellent contextualised set of minutes with
all or most of the above elements.
7-8 marks Good set of minutes with some context and
Question 5 Answer Annotate Guidance

most elements covered.

5-6 marks some attempt to contextualise minutes and
awareness of the overall structure but may miss some
elements.
3-4 marks List of all element without context or some
context but missing key areas.
1-2 marks some attempt but lacks depth and misses key
elements; lacks understanding.
0 marks no attempt made.
 Question 6 Answer Annotate Guidance

You have been asked to give a talk. Discuss the
benefits and drawbacks of any FOUR audio visual
aids that you could use to support the talk.
[20]
Examples from which the FOUR might be chosen are: - Syllabus reference:
White boards, flip charts, build up visuals, physical Ch. 11 pp154-166.
objects, OHP, Data projector; slide projector and video.
BOD
[4 to be selected with 5 marks each.]

Each answer may be credited as follows:

 Name and brief description. [2] SEEN
 Use in presentation. [2]
 Problems. [1]
 Question 7 Answer Annotate Guidance

a) Explain the purpose of a business report a) Definition of a report – communicates Syllabus reference:
[5] information – provides a basis for decision and Ch. 16 pp245-252.
action; some examples – police report;
BOD
feasibility study; etc.

Use the below grid for each element:

5 marks Excellent answer covering all points with SEEN
suitable examples.
4 Marks Very good answer covering most points with
an example.
3 marks Good answer covering some points with an
example.
2 Marks satisfactory answer with sufficient
understanding of the concept. There may be no
examples.
0-1 No answer or an inadequate understanding.

b) A formal report contains an introduction, a b) Includes terms of reference, procedure and

main body, and a final section. Describe methodology.
what information you would find in each  Brief and clear.
section.  Should harmonise with what follows.
[15]  May include table of contents and lists of data.

The body of the report.

 Sets out the findings of the report.
 Analyses the findings.
 Links to the final section.

Final section.
 Conclusions and recommendations.
 Draws conclusions from the findings and
analysis.
 May recommend a course of action if required.
Question 7 Answer Annotate Guidance

Summarises the report.

 Introduces nothing new.
 Harmonises with the introduction and main
body.

Use the below grid for each element.

5 marks Excellent answer covering all points.
4 Marks Very good answer covering most points.
3 marks Good answer covering some points.
2 Marks satisfactory answer with sufficient
understanding of the concept.
0-1 No answer or an inadequate understanding.
 Question 8 Answer Annotate Guidance

Using a diagram for each, explain one use and one a) Flow chart (sometimes called process chart);
benefit of each of the following visual methods of Uses symbols; Breaks down job or process;
communication shows flow of activity e.g. post room.
BOD
a) Flow chart.
[5] b) Organisation chart. Different types but most
b) Organisation chart. common is vertical (can be horizontal or
[5] matrix). Shows organisation hierarchy. Chain of SEEN
command and authority shows Communication
lines and Span of control.

c) Pie chart. c) Pie charts or circle charts are easy to produce.

[5] The segments are representative of different
percentages. Total angles amount to 360
degrees. Examples include distribution of
workforce among different sectors and
distribution of costs in a business. They are not
very accurate and don’t give a picture of actual
quantities.

d) Bar chart. d) Bar charts – discrete information such as

[5] ownership of cars, death rates, circulation of
different newspapers or other relevant
examples. Useful for quick comparisons. They
may be horizontal or vertical. Each bar is
usually kept separate. Should have a scale.
Limited accuracy.

Use the below grid for each element:

5 marks Excellent answer covering all points with a
good illustration.
4 Marks Very good answer covering most points.
Illustration will be used.
3 marks Good answer covering some points’ illustration
is there but poorly presented.
2 Marks satisfactory answer with sufficient
Question 8 Answer Annotate Guidance

understanding of the concept. There may be no

illustration.
0-1 No answer or an inadequate understanding.