UNIVERSITY OF THE COMMONWEALTH CARIBBEAN

DEPARTMENT OF GENERAL STUDIES & BEHAVIOURAL SCIENCES

SUMMER SEMESTER 2022 (Online)

For Marker’s use only
SECTION A
CASE 1 Marks
1
2
3
CASE 2
1
2
3
CASE 3
1
2
3
SECTION B
1
2
3
4
5

Total (40%)

END OF SEMESTER ASSESSMENT

MODULE: ENG 109 : BUSINESS COMMUNICATION

DATE: AUGUST 12, 2022
OPENING TIME: 9:30 am
CLOSING TIME: 11:30 am
DURATION: 2 HOURS [ Plus 30 minutes for upload]

INSTRUCTIONS:

1. Please read all instructions carefully before attempting any question.

2. This paper consists of Two Sections.
3. Section A : Please complete ALL Questions
 4. Section B: Please complete Questions 2 and 3 and Question 4
OR 5
5. Where questions have multiple parts, all parts must be answered.
6. PLEASE DOWNLOAD AND SAVE THIS FILE WITH YOUR ID NUMBER. COMPLETE YOUR ANSWERS IN THE
SAVED DOCUMENT. Diagrams, charts, illustrations and tables where applicable, can be drawn in pencil, a
high resolution photo taken and imported into the document.
7. Quantitative computations may be done by inserting a table or using Microsoft Excel and then importing
into the document.
8. PLEASE ANSWER ALL QUESTIONS.
9. This paper represents 40% of your total grade.
10. Total Marks on this paper is [70].
11. Please ensure that you number your questions correctly.
12. Write clearly the number of the question being answered on each of the additional pages.
13. Where questions have multiple parts, all parts must be answered.
14. PLEASE UPLOAD THE COMPLETED MICROSOFT WORD DOCUMENT ONLY, AT THE END OF THE
ASSESSMENT PERIOD.
Write your REGISTRATION NUMBER clearly on each page of your attachments.
ACADEMIC INTEGRITY

You will be charged with plagiarism if you:

❖ Copy from published sources, including the internet.

❖ Purchase a pre-written paper (either by mail or electronically).

❖ Let someone else write this paper for you.

❖ Reproduce someone else’s assessment paper.

❖ Submit as your own, someone else’s unpublished work, either with or

without permission.

Consequences of Plagiarism
❖ If the final work you submit—all of it—is not yours, it does not matter how you
came by it. Charges of plagiarism are brought to the attention of Academic
Affairs, which initiates an investigation that may lead to formal charges.

❖ The process for the investigation and adjudication of charges may be accessed
at the Dean of Undergraduate Studies Office.
 ❖ Plagiarism is a serious offense that can result in a variety of sanctions (for
example, failure of the course in which the plagiarism occurred and suspension
from UCC among them).

THERE SHOULD BE NO COLLABORATION AMONG STUDENTS ABOUT THIS

ASSESSMENT.

EVIDENCE OF COLLABORATION (INCLUDING SHARED TEMPLATES) WILL

RESULT IN A SCORE OF ZERO FOR THE ASSESSMENT.

Section A: 30 marks
Read the Questions Carefully and Answer ALL Questions In This Section
SPEND NO MORE THAN 35 MINS ON THIS SECTION

Barry Wynter is a 25 year old foodservice manager at the Almond Tree Restaurant.
Barry is responsible for supervising and managing all employees in the back of the
house. Employees working in the back of the house range in ages from 16 to 65 years
old. In addition, the employees come from diverse cultural and ethnic backgrounds. For
many, English is not their primary language and so they struggle daily to fully
comprehend instructions.

Barry is ServSafe® certified and tries his best to keep up with food safety issues in the
kitchen but he admits it’s not easy. Employees receive “on the job training” about food
safety basics (for example, appropriate hygiene and hand washing, time/temperature,
and cleaning and sanitizing). But with high turnover of employees, training is often
rushed and some new employees are put right into the job without training if it is a busy
day. Eventually, most employees get some kind of food safety training. The owners of
the restaurant are supportive of Barry in his food safety efforts because they know if
unsafe practices were ever linked to their restaurant; it would likely put them out of
business. Still, the owners note that their training costs are escalating every day.
One day Barry comes to work and is rather upset even before he steps into the
restaurant. Things haven’t been going well at home and he was lucky to rummage
through some of the dirty laundry and find a relatively clean outfit to wear for work. He
admits he needs a haircut and a good hand scrubbing, especially after working on his
car last evening. When he walks into the kitchen he notices several trays of uncooked
meat sitting out in the kitchen area. It appears these have been sitting at room
temperature for quite some time. Barry is frustrated and doesn’t know what to do. He
feels like he is beating his head against a brick wall when it comes to getting employees
to practice food safety.
Immediately he summons his two food production supervisors and without even
inquiring about the situation he launches into a tirade, accusing them of sabotage and of
deliberately doing things to let him appear unfavourable in the eyes of the owners. This
could leave to him losing his job. The supervisors were dumb struck but eventually
found their voices and labeled him a despot and an unthankful manager. The decibel
rose to a crescendo as he expelled the supervisors from his office. Employees on the
kitchen floor had gathered to witness the scenario. A hush fell over the entire floor as
they made their way back to their stations.
Barry was furious as he had taken many efforts to get employees to be safe in how
they handle food. He has huge signs posted all over the kitchen with these words:
“KEEP HOT FOOD HOT AND COLD FOOD COLD and WASH YOUR HANDS
ALWAYS AND OFTEN.” All employees are given a thermometer when they start so
that they can take the temperature of foods. Hand sinks, soap, and paper towels are
available for employees so that they are encouraged to wash their hands frequently.

Questions:
a. Communication challenges abound in all workplaces. Identify three communication
Challenges/barriers Barry faces. Justify your answers (3 + 3 marks)
Communication challenges are anything that impedes us from accurately understanding
and accepting the messages used by others to convey their knowledge, opinions, and ideas.
1 Physical communication barriers: since there are more available communication
channels and less dependence on technology communication is typically simpler over
shorter distances. Example hearing impairment and noisy surroundings.

2 Language barrier: Strange words, deep accents, and errors in pronunciation. For
example, someone that speaks a different language from you or overuse a word.

3. Nonverbal distraction: Appearance and clothing mannerism.

b. Elaborate on three solutions Barry may consider in addressing each of the

challenges/barriers identified above. (6 marks)

Alliance: Get opponents to fight together against an outside force instead of against each
other. Getting person along to work with you will give more strength and unity.

Mediation: Bring the person that is involved in the conflict to a face-to-face discussion.
Getting persons face to face to discuss the conflicting issues will result in getting a suitable
agreement.

Compromise: listening to the matter fairly and with no string attach. No winner or loser
and the discussion reached in not ideal for either party.

c. Discuss two types of conflict and state which conflict that characterized the “meeting”
with Barry and the food production supervisors. (6 + 2 marks.)

Task conflict: Leadership intervention in task disagreement is frequently beneficial for the
organization. Managers can concentrate on figuring out the deeper motives driving parties’
viewpoints.
Relationship conflict: Result from personality and style differences taste issues and even
conflict styles.

Value conflict: Arises from different religious ethics, norms, and different identities.

d. You have been hired as a communications consultant to Almond Tree Restaurant.

You have been charged with the responsibility of diagnosing the communications
problems in the establishment and to provide a report to the Board of Directors. You
have completed the assignment and the Board now wants you to communicate your
knowledge on the importance of business communication. Write a short speech on the
importance of business communication. (10 marks

what is business communication is the information exchange that takes place within a
company and is done so for the organization’s commercial gain. The process by which
business communication is done in five steps. The sender is the message, encoding channel,
receiver, decode, and response. Firstly business communication is important for downward
communication. From a superior to a single or a number of subordinates. A note, a letter,
or a verbal order are all examples of this kind of communication. Leaders should maintain
and transparent tone when speaking with their staff. This kind of communication can take
the form of a memo outlining new operational procedures for the business such as safety
standards and laws.

I strongly believe that business communication is important for improving the practices of
an organization and the basis of decision planning and making. Planning and decision-
making require effective communication. Without that knowledge, the management may
not be able to make any decision so it allows them to secure that information.

The goal of business communication is to build relationships, encourage learning, foster

trust and promote a positive public image.
 Section B: 40 marks
Answer Question 2 and 3 and Question 4 OR 5 in this section.
SPEND NO MORE THAN 60 MINS ON THIS SECTION

2. Tim, Sim, and Pim are employed as a Customer Care Agent at ABC Company Limited. Over
the past years, they worked well as a team. Kim, recently employed to the company, started to
feel uncomfortable because Tim, Sim and Pim think she is not a perfect fit to the team. Jim, who
is the CEO, placed them in a group to conduct a survey on the customer’s satisfaction rate. Sim
rolled her eyes approximately ten times while using various kinds of unpleasant verbal
communication. You are required to provide explanations on the five (5) stages of group
development for Tuckman’s model and discuss three (3) strengths and two (2) weaknesses of
working in a team. (10 + 10 marks)

Tuckman’s model of development is:

1.Forming: The work has been assigned and the team has just been introduced. Due to the
tendency of team members to act autonomously at this point, it is an interesting psychological
situation. Even though there may be good intentions.

2. Storming: Occurs when the initial exhilaration and good humor have worn off. The reality of
completing the project has most certainly sunk in.

3. Norming: Things tend to settle down at this point. Your team can get into the habit of
collaborating toward a common purpose.

4. Performing: This is when the thing starts to settle down. The team gets into the groove of
working together towards a common goal.

5Adjourning: The team will break up after the project is finished. If they have become
performers there can be a sense of a loss if they have become close.
Strength of working in a team
1. Team members can benefit from one anthers knowledge
2. Team members can cooperate more effectively
3. Enhancing the interconnected progress of the project

Weakness of working in a team

1. Most people do not operate well in a team environment
2. A company may be averse to change
3. Employee change or relocation might involve less versatility

3. While having their breakfast at their desks, Jake expressed his grouse about meetings to Mary.

“Remember we have meeting this morning at 10:00 am today.” Jake, in response to Mary

quipped, “Them alright, I don’t like their meetings; the meetings ever boring and me always drop

a sleep.” As a business consultant and being aware of this issue with meetings within the

organization, discuss different ways of how a meeting can be productive. (10 marks)

A meeting is made up of three or more people who gather to share information, solve problem
and clarify polices.

Ways in which a meet can be productive

1. Identify if the meeting is required
 2. Carefully consider the meeting time
3. Invite the right persons
4. Keep meeting short
5. Do check up
6. Research on the topic and get enough information

4. Dave Thompson has been a Systems Analyst at Unique Productions for six years. During

the early years, he was instrumental in contributing to some major high-profile productions

which catapulted the company to a well sought after group in its field. However, in the last

six months Mr. Thompson has shown considerable decline in his positive work attitude.

Absenteeism and carelessness in delivery to two clients impacted the company negatively

as it lost both major contracts. On this basis, the company wishes to terminate his services.

As his team leader, you are asked to prepare his letter of termination using the indirect approach.

(10 marks)

5. The Jamaica Special Economic Zone Authority (JSEZA) invites application for the position of

Assistant Director of Communication. The Assistant Director will be coordinating all the
development and managing the implementation of JSEZA’s external and internal communication

and Investment Promotion strategies.

CORE RESPONSIBILITIES
• To ensure the perception of JSEZA by its “publics” supports achievement of the Agency’s
Mission, Vision and Goals.
• To support the communications needs of internal JSEZA customers.
• To develop and lead a strong and capable Investment Promotion and Communication Unit
• To determine and provide resources needed for the establishment, implementation,
maintenance, and continual improvement of the quality management system.
• Annual approved collaborative promotional programmes with GoJ Foreign Affairs and
Investment Promotion Agencies
• Qualified leads from GoJ Partner Sources
• Applications developed from Investment Promotion Activities done jointly with GoJ Partner
Agencies
• Communication and public affairs strategy for the Agency developed and made operational
• Comprehensive Corporate Communication guidelines produced for the Agency.
MINIMUM REQUIREMENTS
• Master’s Degree in Public Relations, Communication or equivalent qualification

• A minimum of ten (7) year’s in Corporate Communications/Public Affairs with at least four (4)

years at a management level

• Demonstrated ability to handle all types of media

• Experience of media and stakeholder relation management

a) Your best friend sent you a text message persuading you to apply for this position. You are

required to write a letter of application in order to apply for this position.

(10 marks)

-END OF ASSESSMENT-