EDSS 417 Assessment

Task 2
Vce Year 11 Unit 2 Aos 1 Outcome 1
On completion of this unit the student should be able to explain, apply and justify
a range of effective communication methods used in business-related situations.
To achieve this outcome the student will draw on key knowledge and key skills
outlined in area of study 1.
Key knowledge:
Communication and its relationship to business objectives and business
strategy;
Type and purpose of information which needs to be communicated;
Communication methods, including verbal (written, oral) and non-verbal (body
language, visual, technology-based)
Types of audiences such as employees, suppliers and customers;
Appropriate methods of communication for different management situations;
Effectiveness of methods of communication, including barriers and/or actions
which limit and/or enhance communication;
Communication behaviours that are considered unethical or illegal.

Key skills:
Accurately use relevant management terms;
Research aspects of communication using print and online sources; (Not
assessed in SAC)
analyse business information and data;
communicate effectively in business-related scenarios;
recommend and apply a range of communication methods to practical and/or
simulated business situations;
justify the use of different communication methods in business-related
situations

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Vce Year 11 Unit 2 Aos 1 Outcome 1

Name_________________

Communication in business
Outcome:
On completion of this unit the student should be able to explain, apply
and justify a range of effective communication methods used in businessrelated situations.

Students are to complete assessment under test conditions

Students are to answer questions only in Blue or Black pen
Students have 10 minutes of reading time in which no marking on the
paper shall be made. Students will then have 90 minutes to
complete assessment.
Marks allocated for each question are located underneath the
question

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 Students may raise their head for assistance on any question as they
see fit, however teacher cannot assist in the answering of the
question.

Question 1 (2+2=4 Marks)

Define each of the following terms. Give an example of how each may be used in a business.
a. Non-Verbal communication
Is communication without the use of speech Nonverbal communication includes the actions of facial
Expressions, body language, signals or gestures. Such nonverbal communication can be used within
the workplace to observe motivation by simply observing the manner in which staff members are
Presenting themselves. If employees are slouched over and there facial expressions suggests they
are disinterested, such employee would perceive to be unmotivated.

b. Ethical issues
Ethical issues are those that deal with ideas of mortality, the choice of what is accepted as right
and wrong. Our society includes a diverse demographic with different beliefs and understandings.
Within such society the inclusion of social movements for change happen quite regularly, this is why
as a result businesses choose to donate to charities to support such causes, to show that they to
care.

1 mark for definition; 1 mark for relevant example.

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Question 2 (3*2=6 Marks)

List and describe the three phases of an effective communication process. In your answer, use an
example to illustrate what occurs at each of these three phases.

Phase 1: A person or group of people sends a message in the form of verbal or nonverbal
communication onto another group of people or individual, an example of this could be a poster note
containing words written by a manager place upon an employees desk highlighting that they need to
see him at 1pm sharp.
Phase 2: The Receiver of the message then interprets the message and tries to grasp the meaning
behind the message. For example the employee reads the poster note and comprehends what it
is they are being asked to do.
Phase 3: The receiver of the message must now respond back to the one who originally sent the
message to demonstrate acknowledgement of the message itself and that they have understood it.
For example, the employee meets at 1pm at their managers office, showing that they have
Understood the message.

(1 mark for definition; 1 mark for relevant example)*3

Question 4

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For each of the following scenarios:

a. Identify why the communication was ineffective and explain at what point in the three-stage
communication process the communication breakdown occurred.
b. Suggest how the communication could have been made more effective by the transmitter of the
message. Give reasons for your answer.
i. Trang sent Eric an email to inform him that an important email from a client was expected later
on that day. Eric was out of the office at the time and did not receive either email. The client
took their business elsewhere.

2 + 2 = 4 marks
ii. The management of a chemical factory posted written copies of a new occupational health and
safety policy on the staff noticeboard. Several weeks later a new employee with limited English
was injured at work. He was not equipped with the required protective clothing and was not
aware that he should have been wearing this clothing.

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Luke Mason

2 + 2 = 4 marks

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iii. Paula places a large order for office supplies by phone. The items that arrive are in the wrong
quantities and are of the wrong type.

2 + 2 = 4 marks

Question 5
Circle the correct classification for each of the following examples of business communication.
a. Fred sends an official letter of resignation to his manager.
i. Formal / informal / semi-formal
ii. Downward / upward / lateral
iii. Verbal / non-verbal
b. The employees discuss suggested methods of increasing sales at a seminar.
i. Formal / informal / semi-formal
ii. Downward / upward / lateral
5 marks

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Question 6
Read the scenario below and answer the questions that follow.
James lives in a small country town in Victoria. One weekend he decides to ask some friends over for
lunch. He asks Zoran, who has recently moved from overseas, as well as 10 other friends. Each
person is asked to bring a plate. Everyone but Zoran brings a plate with some food to share. Zoran
brings an empty plate.
a. Explain a possible reason why Zoran decoded the message to bring a plate differently from the
others.

3 marks
b. Discuss how James could have avoided the misunderstanding.

2 marks

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Question 7
Explain what non-verbal communication is and how it differs from verbal communication. Identify two
types of non-verbal communication that would be used on a daily basis in a small retail business.

4 marks

Question 8
Explain what the following statement means: Oral communication is always verbal; however, verbal
communication is not always oral.

2 marks

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Question 9
You are the owner of a small business that specialises in providing tutoring services for VCE students.
Write a business letter to the Head of Senior School at your school to promote your business. Set the
letter out below using the correct format for a business letter.

4 marks

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Luke Mason

Question 10
Compose an appropriate memo to your Business Management teacher to inform them that you will be
late to class tomorrow due to a dental appointment.

3 marks

Question 11
For each of the following scenarios identify, describe and justify a communication method that would
be both appropriate and effective for transmitting the required message.
a. A fashion boutique wants to inform potential customers that new stock has arrived.

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Luke Mason

b. A school wants to convey to the local community that it is a traditional, academic school and
that it has strong standards of discipline.

c. A greengrocer wants to inform potential customers that grapes and bananas are on special
today.

d. The manager of an office needs to inform a staff member that they have been dismissed.

4 x 2 = 8 marks

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Question 12
What is a business card and what is its purpose? What types of information are usually found on
business cards?

3 marks

Question 13
Each of the following scenarios contains an example of ineffective communication due to one of the
following communication barriers:
filtering
selective perception
emotions
technological breakdown
interruptions and noise
incorrect choice of medium
use of inappropriate language.
For each scenario:
a. Identify and explain the type of barrier to effective communication.
b. Explain why communication is likely to be ineffective.

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Luke Mason

i. A second-hand goods store has this sign in its window: We trade all models. Bring your partner
in and get a bargain.

ii. When the salesperson was asked by his manager about sales figures for the previous month
he told her that sales of one particular product had doubled. He did not tell her about the fall in
sales of four other products.

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Luke Mason

iii. Fred was not able to call his client back as his mobile phone battery was flat.

3 x 3 = 9 marks

Question 14
Read the statement below and answer the questions that follow.
There are many consequences of unethical business communication. A business may have an
outstanding product or service, but if it doesnt communicate well with its customers, they will not be
satisfied, and this can weaken the business/customer relationship. Everything in business rises and
falls on communication. When ethical communication is lacking, moral, corporate image and
motivation will lack as well. Each of these elements affects the spirit of the employees, which in turn
will reflect to the customer and result in a decrease in revenue.
Source: http://www.ehow.com/about_6069676_ethical-communication-business.html

a. Explain the term business ethics.

1 mark

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b. Explain the effect, according to this statement, of a business communicating with its customers
in an unethical manner on:
i. customer relations

ii. employees

iii. profits

3 x 1 = 3 marks
c. Write a sentence that identifies the main point being made by this statement.

2 marks

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d. Identify and explain the potential effect on business reputation and financial performance of the
following incidences of unethical communication.
i. A toy manufacturer claims in its advertising that their products are Australian made. Most
products are assembled in Australia but parts are manufactured in Asia.

3 marks
ii. A business posts personal information about its employees on the company website.

3 marks
Total: 80 marks

Question 2
List and describe the three phases of an effective communication process. In your answer, use
an example to illustrate what occurs at each of these three phases. (3 x 2 = 6 marks)
Phase 1: An individual or group (sender) transmits a message to another (receiver) in an encoded
form, such as words, actions or a facial expression (transmission); for example, a notice is posted on
a noticeboard or an instruction is issued via an email.

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1 mark for definition; 1 mark for relevant example.

Phase 2: The receiver is exposed to the message in its encoded form, and decodes it; that is,
understands its intended meaning (message received); for example, an employee reads the notice
and understands its true meaning.
1 mark for definition; 1 mark for relevant example.
Phase 3: The receiver gives feedback to the sender to show that they have received the message and
understood it in the intended manner; for example, an employee asks for clarification or acts in the
intended manner.
1 mark for definition, 1 mark for relevant example.

Question 4
For each of the following scenarios:
a. Identify why the communication was ineffective and explain at what point in the three-stage
communication process the communication breakdown occurred.
b. Suggest how the communication could have been made more effective by the transmitter of
the message. Give reasons for your answer.
For each scenario, 2 marks for accurately identifying the relevant stage of the communication process
where the breakdown occurred and describing why the message was not effective; 2 marks for
identifying and explaining and justifying an effective alternative type of communication.
i. Trang sent Eric an email to inform him that an important email from a client was expected
later on that day. Eric was out of the office at the time and did not receive either email. The
client took their business elsewhere. (2 + 2 = 4 marks)
a. This communication breakdown occurred at the second phase of the three phases of
communication. The receiver of the message was not exposed to the message in its encoded
form; therefore, he was unable to decode it and act on it accordingly.
b. This message could have been more effective if the sender (Trang) had ensured that the
message was received by the receiver (Eric), for example by contacting Eric by mobile phone
or locating him and speaking to him personally.
ii. The management of a chemical factory posted written copies of a new occupational health
and safety policy on the staff noticeboard. Several weeks later a new employee with limited
English was injured at work. He was not equipped with the required protective clothing and
was not aware that he should have been wearing this clothing. (2 + 2 = 4 marks)
a. This communication broke down at the second phase of the communication process. The
employee received the message but did not decode it accurately. He was therefore not able to
provide feedback to show that the message was interpreted accurately.
b. This problem could have been overcome if the sender of the message had changed the form of
it by using an interpreter, translating it into other languages, or by using a graphical
representation that would be universally understood. The body language and feedback of the
receiver could have been gauged to indicate the level of understanding. Employees could have
been assessed/tested to gauge level of understanding.
iii. Paula places a large order for office supplies by phone. The items that arrive are in the
wrong quantities and are of the wrong type. (2 + 2 = 4 marks)
a. This message was ineffective, as it did not make use of the third stage (feedback) of the
communication process, which involves ensuring that the message has been accurately
received.
b. Large, complicated or detailed messages are best sent in written form so that the detail does
not change and that the memory of the receiver does not have to be relied upon. A formalised,

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written method of message is required, such as a paper-based or online written order.

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Question 5
Circle the correct classification for each of the following examples of business
communication. (5 marks)
a. Fred sends an official letter of resignation to his manager.
i. Formal / informal / semi-formal
Formal
ii. Downward / upward / lateral
Upward
iii. Verbal / non-verbal
Verbal
b. The employees discuss suggested methods of increasing sales at a seminar.
i. Formal / informal / semi-formal
Informal
ii. Downward / upward / lateral
Lateral

Question 6
Read the scenario below and answer the questions that follow.
James lives in a small country town in Victoria. One weekend he decides to ask some friends
over for lunch. He asks Zoran, who has recently moved from overseas, as well as 10 other
friends. Each person is asked to bring a plate. Everyone but Zoran brings a plate with some
food to share. Zoran brings an empty plate.
a. Explain a possible reason why Zoran decoded the message to bring a plate differently
from the others. (3 marks)
This message was decoded differently by Zoran due to cultural differences. He was new to the
area and did not understand that it is standard practice for a person when asked to bring a plate to
actually bring a food dish for people to share.
1 mark for correctly naming this as an example of cultural differences causing communication
breakdown; 2 marks for accurately explaining what this is and what it involves.
b. Discuss how James could have avoided the misunderstanding. (2 marks)
James could have avoided this misunderstanding by changing his language to ensure that no
cultural assumptions were used; for example, Bring a food dish for people to share. He could also
have asked for/listened to feedback seeking clarification.
1 mark for a suggestion as to how James could have avoided the misunderstanding; 1 mark for an
explanation of the suggestion.

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Luke Mason

Question 7
Explain what non-verbal communication is and how it differs from verbal communication.
Identify two types of non-verbal communication that would be used on a daily basis in a small
retail business. (4 marks)
Non-verbal communication does not involve the use of words, either written or spoken, to convey a
message, for example body language, gestures, use of colour and logos. Verbal communication
involves the use of words/language, such as letters, memos, emails, reports and signs.
1 mark each for correct definition; 1 mark for two accurate examples of verbal communication; 1 mark
for two accurate examples of non-verbal communication methods used in business.

Question 8
Explain what the following statement means: Oral communication is always verbal; however,
verbal communication is not always oral. (2 marks)
Verbal communication involves the use of language. There are two types of verbal communication:
written, which involves the use of written words (written language) and oral, which involves the use of
the spoken word. Oral communication is one of two types of verbal communication (a subset). It is
always spoken rather than written, but verbal communication can be either oral or written.

Question 9
You are the owner of a small business that specialises in providing tutoring services for VCE
students. Write a business letter to the Head of Senior School at your school to promote your
business. Set the letter out below using the correct format for a business letter. (4 marks)
3 marks for correct formatting of a business letter (refer to textbooks).
1 mark for clear expression conveying the intended message.

Question 10
Compose an appropriate memo to your Business Management teacher to inform them that you
will be late to class tomorrow due to a dental appointment. (3 marks)
2 marks for correct formatting and setting out (see below).
1 mark for clarity and effectiveness of the message.

TO:
FROM:
SUBJECT:
MESSAGE:
DATE:

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Luke Mason

Question 11
For each of the following scenarios identify, describe and justify a communication method that
would be both appropriate and effective for transmitting the required message.
(4 x 2 = 8 marks)
1 mark for the description of a relevant communication method; 1 mark for the justification related to
each scenario.
a. A fashion boutique wants to inform potential customers that new stock has arrived.
This message is to the external environment and must reach both existing and potential
customers; therefore, more than one method might be necessary. Possible communication
methods that would reach both existing and potential customers include a sign on the shop
window, an advertisement in the local newspaper, and a letter or group email to existing customers
on the boutiques mailing list.
b. A school wants to convey to the local community that it is a traditional, academic school
and that it has strong standards of discipline.
This is a message to external stakeholdersthe local community. The message could be
transmitted using non-verbal methods, such as via the school uniform and the types of behaviours
exhibited by students of the school. Other more direct methods could include an advertisement or
article in the local newspaper article and other public relations methods. These methods would
effectively communicate the desired message.
c. A greengrocer wants to inform potential customers that grapes and bananas are on special
today.
Customers need to be informed. A sign on the shop window or the use of a spruiker to promote the
specials to passersby could be used.
d. The manager of an office needs to inform a staff member that they have been dismissed.
Ethical considerations are important in this situation. A private oral conversation is probably the
most appropriate.

Question 12
What is a business card and what is its purpose? What types of information are usually found
on business cards? (3 marks)
A business card is a small card distributed by a business to clients and potential clients. Its purpose is
to promote the business and to provide information, particularly contact details. A business card
usually lists the business name, contact details (such as phone number, postal address, business
address, email address and website), hours of operation, and sometimes the goods or services
offered, as may include a business logo.
1 mark for the description of a business card; 1 mark for naming the purpose of a business card;
1 mark for a list of at least three items found on a business card.

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Luke Mason

Question 13
Each of the following scenarios contains an example of ineffective communication due to one
of the following communication barriers:
filtering
selective perception
emotions
technological breakdown
interruptions and noise
incorrect choice of medium
use of inappropriate language.
For each scenario:
a. Identify and explain the type of barrier to effective communication.
b. Explain why communication is likely to be ineffective. (3 x 3 = 9 marks)
1 mark for identifying the type of barrier to effective communication; 2 marks for explaining why the
communication is likely to be ineffective.
i. A second-hand goods store has this sign in its window We trade all models. Bring your
partner in and get a bargain.
a. This is an example of the use of inappropriate language.
b. The language used is ambiguous and is open to more than one interpretation. This message
could have more than one meaning.
ii. When the salesperson was asked by his manager about sales figures for the previous
month he told her that sales of one particular product had doubled. He did not tell her about
the fall in sales of four other products.
a. This is an example of the filtering of information.
b. This occurs when a message is deliberately manipulated in order to make it appear more
favourable to the receiver. In this case, the manager is not told the whole story regarding the
sales figures.
iii. Fred was not able to call his client back as his mobile phone battery was flat.
a. This is an example of technological breakdown.
b. This occurs when a message does not transmit effectively due to technology not working
properly. In this case, it is the mobile phone having a flat battery, thus restricting the
effectiveness of the intended communication.

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Luke Mason

Question 14
Read the statement below and answer the questions that follow.
There are many consequences of unethical business communication. A business may have
an outstanding product or service, but if it doesnt communicate well with its customers, they
will not be satisfied, and this can weaken the business/customer relationship. Everything in
business rises and falls on communication. When ethical communication is lacking, moral,
corporate image and motivation will lack as well. Each of these elements affects the spirit of
the employees, which in turn will reflect to the customer and result in a decrease in revenue.
Source: http://www.ehow.com/about_6069676_ethical-communication-business.html

a. Explain the term business ethics. (1 mark)

Business ethics are a set of moral principles that an organisation needs to establish and follow.
b. Explain the effect, according to this statement, of a business communicating with its
customers in an unethical manner on: (3 x 1 = 3 marks)
i. customer relations
Customer relations will be negatively affected due to a loss of trust in the company by
customers. This will result in customer dissatisfaction.
ii. employees
Motivation and morale will be negatively affected as employees also feel a loss of trust in the
company.
iii. profits
A fall in motivation of employee will see productivity levels fall and the quality of customer
service decline. Customers will take their business elsewhere.
c. Write a sentence that identifies the main point being made by this statement. (2 marks)
The profitability of a business will be affected by its failure to adhere to ethical standards.
Customers will lose trust and employee performance will decline.
d. Identify and explain the potential effect on business reputation and financial performance
of the following incidences of unethical communication.
i. A toy manufacturer claims in its advertising that their products are Australian made.
Most products are assembled in Australia but parts are manufactured in Asia. (3 marks)
This could have a negative effect on sales, as customers would lose trust in the manufacturer. A
desire to buy Australian-made goods would result in customers taking their business elsewhere.
There could also be legal ramifications under the Trade Practices Act (truth in advertising).
1 mark for nominating a potential effect; 2 marks for an accurate and logical
justification/explanation of reasons for the nominated effect.
ii. A business posts personal information about its employees on the company website.
(3 marks)
There may be legal ramifications under privacy legislation. The incident also raises an ethical
issue that could result in a loss of trust in the company by employees. Staff turnover may rise,
and staff morale and motivation may decline.
1 mark for nominating a potential effect; 2 marks for an accurate and logical
justification/explanation of reasons for the nominated effect.

S00153365

Luke Mason