NPA Written Assessment AURAFA103

Student Book
Written Assessment
AURAFA103 Communicate effectively in an automotive workplace
Assessment 1 – Questioning – Written Assessment
Madusanka Dilruwan
Student Name Student ID Number NPA00001532
Ranawaka
Unit Start Date 17-02-2024 Unit End Date 21-02-2024
Assessment Due Date 21-02-2024 Date Submitted 21-02-2024
This cover sheet is to be completed by the student and assessor and used as a record to determine student
competency in this assessment task
The assessment process and tasks were fully explained. Yes / No
I am aware of which evidence will be collected and how. Yes / No
I am aware of my right to appeal an assessment decision. Yes / No
I am aware that I can locate the NPA’s Complaints and Appeals Policy and Procedure on their Yes / No
website at https://npa.edu.au/
I have discussed any additional educational support or reasonable adjustments I require in order to
undertake this assessment with the Student Support Services Officer and Trainer / Assessor, (if Yes / No
applicable). e.g. Student Handbook and Access and Equity Policy https://npa.edu.au/
I have access to all required resources? Yes / No
Cheating & Plagiarism Declaration
Student Declaration: In accordance with the NPA’s Academic Misconduct Policy, I hereby acknowledge by signing
this declaration that I have not cheated or plagiarised any work regarding the assessment tasks undertaken in this
unit of competency except where the work has been correctly acknowledged.
NOTE: Student must sign this prior to submitting their assessments to the assessor
Signature Madusanka Dilruwan Ranawaka Date: __17__ / _02_ / 2024___
Satisfactory or Not Yet Satisfactory

Assessment Results
(Please circle or highlight the assessment result for this task)
Feedback to Student - Please provide general feedback on the Student’s performance
Assessor Declaration: - I verify that I have adequately

Student Declaration: - I verify that the work completed explained and negotiated the assessment tasks with the
is my own and that I was adequately informed of the student prior to commencing assessment.
Assessment 1 – Questioning – Written

Assessment – AURAFA103 Page 2 of 17
assessment process prior to commencing this

assessment task.
Student Signature Madusanka Dilruwan Ranawaka Assessor Signature
Date 17-02-2024 Date
Context and Conditions of Assessment
This assessment will ensure that the elements, performance criteria, performance evidence and knowledge
evidence required and conditions are adhered to demonstrate competency in this unit assessment task.
• Read the assessment carefully before commencing.
• This is an open book assessment and will be conducted at your designated campus / workshop /
specialised lab.
• Your Assessor will use the assessment criteria in this document and will provide feedback / comment.
• You must answer all the questions in the assessment tasks in your own words and own handwriting.
• Your Trainer / Assessor will inform you of the due date for this assessment task.
• Your Assessor will grade as either S – Satisfactory or NS – Not Satisfactory for the assessment. In all
cases your Assessor will provide you with feedback.
• Only when all assessment tasks have been graded as S – Satisfactory you will be deemed C – Competent
in the final result of the unit of competency; if you do not satisfactorily complete all the assessment tasks
you will be deemed NYC – Not Yet Competent.
Re-Assessment Conditions
• If the evidence is graded as NS – Not Satisfactory you will be required to re-submit the evidence. In this
case, you will be provided with clear and constructive feedback based on the assessment decision so that
they can improve your skills / knowledge prior to reassessment.
• Where a ‘NS – Not Satisfactory’ judgement is made, you will be given guidance on steps to take to improve
your performance and provided the opportunity to resubmit evidence to demonstrate competence. The
assessor will determine and discuss the reasons for NS – Not satisfactory on any of the criteria and will
assess you through a different method of assessment e.g. verbal/oral questioning, problem solving
exercises.
• You will be notified between 10-30 working days of undertaking an assessment of their result in achieving
competency
o If a student does not complete the assessment, they should notify their trainer as to why they did
not complete the assessment and if due to illness, a medical certificate must be produced.
o In the above scenario, student will be given an opportunity for reassessment within 5 working days
with no reassessment fee charged.
o Students who are deemed to be Not Yet Competent (NYC) will be provided with information
identifying the areas in which they failed to achieve competency. Students will then have the
opportunity to repeat the assessment task within 5 working days of notification with no
reassessment fee charged.
o If a student is deemed NYC in the reassessment or if the student did not approach the NPA’s within
five working days with a valid reason for not availing themselves of the reassessment opportunity,
then those students will be given a final chance to re-sit the assessment and will be charged a
reassessment fee as per NPA rule.
o After this no further reassessment attempt will be provided to the student and the student will be
required to repeat the whole unit with full fee for the unit. The student will be made aware of the
impact of repeating the unit may have on their student visa.
o If a student is found to be cheating or plagiarising their assessment, a reassessment fee will be
charged for reassessing the assessment within 5 working days.

Evidence to be submitted by the student: -
• Completed written responses to the questions in the assessment task
Assessment Decision Making Rules
Your assessor will assess the evidence submitted for the following elements, performance criteria, performance
evidence and knowledge evidence to confirm that the student evidence submitted demonstrates validity,
sufficiency, authenticity and confirms current skills and knowledge relevant to the unit of competency.
Your assessor will be looking for the following in this assessment task: -
• common automotive technical terms and their application to an automotive workplace
• active listening and questioning techniques
• verbal communication techniques, including:
o one-on-one
o group and team interactions
• collaborative and inclusive techniques for interacting with others, including techniques appropriate to
differing ages, cultural backgrounds and special needs
• workplace forms and documents in electronic and hard copy, including:
o workplace instructions or work orders
o manufacturer service, repair and equipment manuals
• types of non-verbal communication techniques, including:
o visual gestures and sign language
o body language
o signage
o electronic and mechanical signals
• workplace procedures and requirements relating to:
o workplace document style, format and layout
o use of communication systems, including email, telephone, intercom and social media
o reporting
• types of communication devices in automotive workplaces
• operating features of communication devices, including:
o computers and tablets with email and social media software
o intercoms and two-way radios
telephone systems, including mobile phones.
o If the student is found to be plagiarising or cheating again after conclusion of the Intervention
meeting with the Course Co-ordinator, the matter will be referred to the Academic Management
Committee which may result in the suspension or cancellation of their enrolment
o NPA’s has intervention strategies, including student support services available to enable students
to complete qualification in the expected time frame. Students at risk of not completing within this
time frame are identified as early as possible and an intervention strategy is put in place.
NPA will ensure access to:
• automotive workplace or simulated workplace

• supervisor, colleagues and customers with whom to communicate in verbal and written exchanges

Assessment 1 – Questioning
Written Assessment
1. Matching definitions
e.g. Place the correct automotive technical terms to the definition:
Choose from: Alternator, Brake caliper, Brake disc, Carburettor, Chassis, Clutch, Crankshaft, Cylinder head,
Electronic fuel injection (EFI) Ignition
a) Ignition - firing of the fuel charge in a cylinder by a spark from the spark
plug; in a diesel engine, ignition by the heat of compression.
b) Crankshaft - a cranked or bent shaft that is supported in the main
bearings in the crankcase – it has a crank or throw for each connecting
rod.
c) Brake calliper - the part of the disc brake that straddles the disc and
carries the pistons and brake pad.
d) Carburettor - a device that supplies the engine with petrol and air in the
correct proportions.
e) Electronic fuel injection (EFI) ignition - fuel injected by spray and
controlled by an electronic control unit.
f) Chassis - the frame of a vehicle on which the body is mounted; the
term is also used to include all the mechanical components of a
vehicle except the engine.
g) Brake disc - the cast-iron disc of a disc-brake assembly; when the
brake is operated, the brake pads are clamped against the disc.
h) Cylinder head - a cast-iron or aluminium-alloy casting that is bolted to
the top of the cylinder block; it contains the valves, valve ports and the
combustion chambers.
i) Clutch - a mechanical device for connecting and disconnecting parts
that carry power; the clutch is engaged and disengaged to connect and
disconnect the transmission from the engine.
j) Alternator - device that changes mechanical energy to electrical
energy; it produces alternating current (ac), which is rectified to direct
current (dc).
2. There are basically two (2) main types of questions used to gain information. Select all the correct answers.
A. Closed questions.
B. Open questions.
C. Automotive questions.
D. Telephone questions
3. Closed questions are used when a limited answer is required.
True or False: true

4. Closed questions are used to keep the conversation focused on the topic and can gain a lot of information
quickly.
True or False: True
5. Open questions allow a shorter and less detailed response
True or False: False
6. A question can be used as a greeting “How are you?” or to start a conversation “How is the rain affecting
you?”, but the most common use of questions in the workplace is to gain information.
True or False: True
7. Asking questions can build a bond, so the customer has the confidence in the repairer, but avoid asking too
many questions as the conversation can turn into an interrogation and turn the customer off.
True or False: True
8. Active listening is a skill that can be practiced and developed by using some of the following techniques
below. Select all the correct answers
A. Maintain eye contact with the speaker when possible.

B. Take written notes of important points.
C. Don’t be distracted.
D. Summarise the main points when the speaker has finished.
E. All answers are correct.
9. Verbal communication can be face to face with an individual or groups, over the telephone or by video link.
True or False: True
10. Verbal communication is the most effective way to communicate information and ideas. It is also the
communication channel that can cause the most problems.
True or False: True

11. Communication breaks down when it is obvious the message is not getting through to the right person at the
right time.
True or False: True
12. Using of inappropriate language, for instance, including terms that are too technical for the customer to
understand is why communication has broken down.
True or False: True
13. Verbal communication is in the form of words. It can be spoken between two or more people or written words.
Select the different ways verbal communication can be communicated in the workplace. Select all the correct
answers.
A. Using a telephone.
B. Face to face with individuals or groups.
C. Sending an email to individuals or groups.
D. Writing a report, Memos and service recording documents.
E. All answers are correct
14. Everyone benefits from good communications in the workplace.
True or False: True
15. A less productive and unsafe environment is the main outcome of good communication in the workplace.
16. Poor communication will usually have the opposite outcome. Good communication.
17. Productivity may drop and relationships between management and employees may become strained as well
as high absenteeism and staff turnover are two signs of good communication.
18. The way we communicate with each person will be different. It is important to consider who and how we
communicate with each person. For example, the best way to explain a technical problem to a fellow worker
will be different from the way to explain the same problem to a customer who has no technical background.

True or False: True
19. When addressing a person from another culture, you may need to consider. Select all the correct answers.
A. Different ways of speaking or titles that may be preferred.

B. Different speech patterns/language.
C. Non-verbal communication and body language e.g. eye contact, use of touching etc.
D. None of these answers are correct.
20. People of every age group have something to contribute, like? Select all the correct answers.
A. Young people have energy and vitality to drive their team and inspire co-workers and clients.
B. Older, more mature people have a great deal of experience and will be passionate about their work.
C. Both “Young people have energy and vitality to drive their team and inspire co-workers and clients” and
“Older, more mature people have a great deal of experience and will be passionate about their work”.
D. None of these answers are correct
21. Be considerate to the needs of people with restricted hearing or vision by? Select all the correct answers.
A. Not shouting at a person who is visually impaired.

B. Make sure you are facing a person who is hearing-impaired, so your face can be seen, and your lips read.
C. Over the past thirty years, more and more women have returned to the workforce to make a valuable
contribution to our economy and society in general.
D. Don’t make the mistake of thinking that the people in your culture are diverse individuals, whereas the
people in other cultures are indistinguishable.
22. Technicians need to be able to access a variety of information in order to diagnose and repair faults on
vehicles.
True or False: True
23. The information can be found in various formats and locations, such as books and magazines, on electronic
compact discs (CDs), websites and on the vehicle in the form of decals.
True or False: True
24. Vehicle manufacturers publish workshop manuals for their vehicles. In some instances, technical information
is also available on CDs. As well as this, an owner’s manual is supplied with each new vehicle.
True or False: True

25. Workshop manuals are divided into a number of sections, each covering a major part of the vehicle. There are
procedures for major and minor repairs as well as information on maintenance, adjustments, fault diagnosis
and specifications.
True or False: True
26. Manuals are often divided into a number of volumes, with separate volumes for the engine, transmission,
body and so on. An automotive mechanic must be able to refer to workshop manuals and interpret the
information that they contain.
True or False: True


Choose from: Descriptions, Maintenance and service, Principles of operation, Repair operations, Service
adjustments, Special tools and equipment, Technical data, Tune-up procedures, Wiring diagrams
a) Descriptions- The features and construction of a component or a

system are often described at the start of a section as a means of
introducing a component.
b) Principles of operation - The principles of operation of various
components and systems are described – it is necessary to know how
things function before they can be properly serviced, particularly when
diagnosing problems.
c) Maintenance and service - These are procedures that should be
carried out at regular intervals to maintain the vehicle in a sound
condition.
d) Service adjustments - Manuals include descriptions of how
adjustments are carried out and when they should be done.
e) Tune-up procedures - These are the services that should be done
periodically to maintain engine efficiency.
f) Repair operations - These are the detailed descriptions and
illustrations of both major and minor repairs. They include methods of
dismantling, repairing, installing and adjusting the various components
and systems.
g) Special tools and equipment - Information is provided on special tools
and equipment needed to service the particular model of vehicle.
h) Technical data - This is important information that includes
specifications, torque settings, capacities (fuel, oil and coolant), sizes,
wear limits, clearances and other information that is needed during
servicing or repairs.
i) Wiring diagrams - These show the electrical wiring for the various parts
of the vehicle. They include the colour code for the wires and the
connections to all the electrical components.
28. Non-verbal communication is any form of communication that does not use speech. What does that include?
Select all the correct answers.
A. Facial expressions. F. Speak clearly.
B. Eye movement. G. Hand movement and gestures.
C. Giving your name. H. Use a polite and friendly tone of voice.
I. How and where a person stands in relation to

D. Saying Good Morning’.
the other person.
J. Let the person know you are listening buy

E. Personal grooming and clothing.
saying ‘yes’.

29. Body language is usually instinctive, which means the person is aware that he or she is doing it.
30. If the body language during a conversation is negative – for example, folded arms and a bored look on the
face of the listener – the speaker should change the conversation to include the listener.
True or False: True
31. Feelings such as boredom, aggression, frustration, attentiveness and relaxation can all be relayed through
body language.
True or False: True
32. Non-verbal communication such as using hand signals is often useful in a noisy environment.
True or False: True
33. A good communicator will be in tune with the other person’s body language and his or her own.
True or False: True
34. Graphic communication as the name suggests is communication using? Select the correct answer.
A. Graphic elements.
B. Verbal direction.
C. Body language.
D. All the answers are incorrect.
35. Vehicle instruments and gauges are used to provide actual readings such as quantity, pressure, speed etc.,
while warning lights and indicators provide information by using a light that is either on or off.
True or False: True
36. As far as basic operation is concerned, there are a number of different types of vehicle instruments and
gauges. They can have magnetic, electrical, electronic or mechanical operation, although electronics are
being increasingly used.

True or False: True
37. As well as visual devices, some vehicles have a sound-warning system. Buzzers or musical notes are used to
attract the driver’s attention if something is left undone, such as a door ajar or headlamps left on.
True or False: True
38. Warning lights and indicators provide similar functions. Generally, indicators are lights that show whether or
not a unit is in operation, while warning lights are used to show that a problem exists.
True or False: True

Choose from: Invoice, Quote, Receipt, Repair order (RO), Warranty tag
a) A Quote is a statement of the proposed cost of repairs provided to the

customer by the repairer. It would normally include the cost of parts,
labour and any consumables such as oil, rags etc. If the quote is
accepted and signed by the customer and the repairer, it is legally
binding on both parties.
b) The repair order (RO) records all of the essential information relating to
the repair, which is needed to invoice the customer.
c) An invoice is a request for payment for the goods or services provided
by the repairer. The invoice details the repairs and materials used. It
also states the method and terms of payment. For example, ‘A
discount of 5% will apply if the account is paid in cash when collecting
the vehicle’ or ‘Payment is due within 30 days’.
d) A receipt is a record of payment. The receipt can be handwritten or
generated electronically. Often the invoice is stamped ‘PAID’ when
payment is made. The stamped, dated and signed invoice then
becomes the receipt.
e) When a faulty component is replaced while it is still under the
manufacturer’s warranty, a warranty tag is attached to the component.
40. Repair order (RO) information would include? Select all the correct answers.
A. Business name and details. F. Differential ratio.
B. Reference number and date. G. Description of the job to be carried out.
C. Customer’s name and contact details. H. Gross vehicle mass (GVM).

D. Vehicle details including registration and

I. Extra work required.
VIN.
E. Odometer reading and fuel level. J. Parts and labour used.

41. Using a telephone? Select all the correct answers.
A. A telephone call is often the first contact a person will have with the workplace.
B. Every caller should be treated as a potential customer, it is important to make a good impression.
C. Many workplaces have a set procedure to follow when answering the phone.
D. All the answers are incorrect.
42. If a workplace does not have a telephone answering procedure, the procedure below can be used, but in what
order should you follow? Work out the order by placing number 1 (being first step) to 5 (being last step) in
each box.
☐3 Give your first name.

☐5 Ask ‘How can I help you’.
☐1 Begin with a greeting ‘Good morning/afternoon.
☐4 Request the person’s name.
☐2 Provide the business name: ’This is XYS Workshop’.

Choose from: Invoice, Quote, Receipt, Repair order (RO), Warranty tag
a) The ________________ is transmitted almost instantaneously to the

receiver.
b) ________________ such as reports, or quotes can be included.
c) The ________________ can respond to the email when it best suits
him or her.
d) Keeping copies can be done ________________, saving paper and
space
44. For safe and effective use of emails, only open emails from a trusted source only.
True or False: Ture
45. Open email attachments immediately. Don’t use spyware software to check attachments before opening.

46. Don’t use a work computer for private emails.
True or False: Ture
47. Always log out from the computer you have been using when you are finished.
True or False: Ture
48. When using social media, you should not say or do anything that? Select all the correct answers.
A. Could be viewed as derogatory towards, or disparaging of, colleagues, customers or clients.

B. Give away or discusses business ‘confidential information’.
C. Has the potential to bring the business into disrepute.
D. Undermines their effectiveness or productivity at work.
E. All the answers are correct.
49. Intercom communication systems are normally used in? Select all the correct answers.
A. Building or small collection of buildings.

B. Social media.
C. Public residential housing.
D. All the answers are correct.
50. Intercom communication systems can also be used as? Select all the correct answers.
A. Emergency Warning system.

B. Ordering food from McDonalds.
C. Public residential housing system.

Choose from: Information, Readable, Technical, Writing
a) ________________ in the workplace is usually limited to reports,

memos and service recording documents.
b) Writing must be neat and ________________. Keep sentences as
short as possible.
c) Use correct ________________ terms, for example, ‘The shock
absorbers require replacement’ – not ‘The shockies have had it’. A

verbal explanation can be given to the customer later if required. The

correct terms become more important if there is a dispute over repairs.
d) Keep copies of all reports or any written ________________ given to
the customer.
52. What are some types of communication devices in the automotive workplace? Select all the correct answers.
A. Telephone as well as mobile phones.

B. Computers and tablets.
C. Intercom and two-way radios.

Choose from: Hard Drive, Operating System, Random Access Memory (RAM), Type of Processor, Wireless
Connectivity
a) Type of processor - The higher the speed of the processor, the faster
the computer will be able to handle multiple programs and activities. If
your employees work with any type of multimedia on a regular basis, it
will be even more important to invest in desktop computers built with
the latest computer processors.
b) Hard Drive - The hard drive is where your computer stores all of your
computer’s files and software programs. Make sure you are investing
in desktops that offer enough hard drive space to handle all of your
media files, software programs, and other files that require a lot of hard
disk space. You may end up having to invest in an external hard drive
if your computer’s existing hard drive cannot accommodate for larger
files such as videos, audio files, and even digital images.
c) Random Access Memory (RAM) - The higher the RAM, the more
efficiently and faster the computer will run. Make sure to compare the
amount of RAM when buying a desktop so you are investing in a
computer system that can handle daily tasks and activities without
setbacks or interruptions.
d) Wireless Connectivity - When you are planning to use wireless
printers, scanners, and other gadgets designed with Bluetooth
capabilities and Wi-Fi connectivity in the office, you need to make sure
the desktop computer is designed with the latest Bluetooth and Wi-Fi
functions. This can be very beneficial for a busy office setting where
you want to limit wires and cables around a work space.
e) Operating system - Are you planning to use Apple products throughout
the office or is everyone a Windows user? Apple computers are
equipped with OS X operating systems while PCs are designed with
Windows. Consider the types of computers the majority of your
employees will be using or have experience using so that you don’t
have to spend a lot of time and resources for employee training.
54. In general, most tablets use which operating system? Select all the correct answers.

A. Apple iOS.
B. Google Android.
C. Microsoft Windows.
55. The social media that uses “messenger” to communicate? Select all the correct answers.
A. Skype.
B. Facebook.
C. Twitter.
D. Google+.
56. Which feature on some intercoms, allows your conversation to remain secure? Select all the correct answers.
A. Video recording.
B. Call individual rooms.
C. Long range intercom.
D. Digital privacy intercom.
57. Emergency Alert on Two-way radios, will? Select all the correct answers.
A. Send an immediate and urgent request for help.

B. Monitor its connection status and notify the user when they move out of range.
C. Requires operators to check in at certain intervals of time.
D. All these answers are incorrect.
58. When transferring a call on the telephone, you are doing? Select all the correct answers.
A. Automatically directs a call to anther number, whether it isn’t answered, directed to a mobile or the
network is down allowing for easy disaster recovery.
B. Allocate a call to another user, even if they are engaged.
C. Block certain numbers completely, removing the risk of these being dialled and their associated costs.
D. Pass a call to a colleague whether that be an internal extension or mobile phone.
59. Mobile phones have many features? Select all the correct answers.
A. Full Internet access.

B. Bluetooth.
C. GPS navigation.
D. All these answers are correct.


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Student Book

Assessment 1 – Questioning – Written Assessment

Unit Start Date 17-02-2024 Unit End Date 21-02-2024

Assessment Due Date 21-02-2024 Date Submitted 21-02-2024

The assessment process and tasks were fully explained. Yes / No

I am aware of which evidence will be collected and how. Yes / No

I am aware of my right to appeal an assessment decision. Yes / No

I have access to all required resources? Yes / No

Cheating & Plagiarism Declaration

Signature Madusanka Dilruwan Ranawaka Date: __17__ / _02_ / 2024___

Satisfactory or Not Yet Satisfactory

Feedback to Student - Please provide general feedback on the Student’s performance

Assessor Declaration: - I verify that I have adequately

Assessment 1 – Questioning – Written

assessment process prior to commencing this

Student Signature Madusanka Dilruwan Ranawaka Assessor Signature

Date 17-02-2024 Date

Context and Conditions of Assessment

Assessment 1 – Questioning – Written

Evidence to be submitted by the student: -

• Completed written responses to the questions in the assessment task

Assessment Decision Making Rules

• automotive workplace or simulated workplace

Assessment 1 – Questioning – Written

3. Closed questions are used when a limited answer is required.

True or False: true

Assessment 1 – Questioning – Written

True or False: True

5. Open questions allow a shorter and less detailed response

True or False: False

True or False: True

True or False: True

A. Maintain eye contact with the speaker when possible.

True or False: True

True or False: True

Assessment 1 – Questioning – Written

True or False: True

True or False: True

14. Everyone benefits from good communications in the workplace.

True or False: True

True or False: False

True or False: False

True or False: False

Assessment 1 – Questioning – Written

True or False: True

A. Different ways of speaking or titles that may be preferred.

A. Not shouting at a person who is visually impaired.

True or False: True

True or False: True

True or False: True

Assessment 1 – Questioning – Written

True or False: True

True or False: True

Assessment 1 – Questioning – Written

27. Matching definitions

a) Descriptions- The features and construction of a component or a

A. Facial expressions. F. Speak clearly.

B. Eye movement. G. Hand movement and gestures.

C. Giving your name. H. Use a polite and friendly tone of voice.

I. How and where a person stands in relation to

J. Let the person know you are listening buy

Assessment 1 – Questioning – Written

True or False: False

True or False: True

Signature Madusanka Dilruwan Ranawaka Date: 17 / _02_ / 2024___