8/18/2019 At 3 Short Answer Test
8/10
1.
a) Hello, it’s Fiona. I’ve got a customer here claiming that we
have sent
him the same bill multiple times even though he has paid and has
a
receipt. I’m putting him through to you now.
b) Two examples o good communication s!ills demonstrated by
Fiona are"
1. #he spo!e !indly and was respectul to the
customer.
$. #he used clear language and as!ed concise
%uestions.
c) Two examples o poor communication&customer service
demonstrated
by Fiona are"
1. #he told 'ill that he should (ust throw away any
duplicate bills he
receives.
$. #he promises’ that his problem will be *xed
immediately even
though she is not part o the department that handles it,
thereore putting
more pressure on that department +accounts).$. #ix actors which
disrupt verbal communication are"
1. hysical +distracting environment" telephone, e%uipment and
tra-c)$. motional +one person may ta!e o/ence at what is said)0.
ultural di/erences +misunderstanding due to one person having a
strong accent)2. re(udice +letting assumptions cloud
understanding, (udging beore
a person spea!s)3. 4argon +people might not understand you i you
use (argon or words
speci*c to your wor!place and acronyms that are not widely
!nown)5. 6an! +people might be intimidated when" trying to
communicate
with a higher ran!ed person or having to deal with an
important
customer)
7ays to overcome these +in the same order) are"
1. Finding a suitable location or the conversation$. hoosing
words careully, and trying to pic! ones that have no
chance o o/ending the other person.0. I the other person has a
strong accent, as! them to repeat anything
you don’t understand.2. #how respect and listen, then (udge.3.
8void (argon and acronyms and use clear and concise nglish.5.
Instead o being intimidated or nervous, calm down and (ust
remember to respect the other person when spea!ing.0.
a) 9 +%ual mployment 9pportunity) is ma!ing sure everyone
has
e%ual employment opportunity by preventing discrimination o
particular
segments o the population +e.g. aboriginal people) and
anti:harassment is
preventing harassment +demeaning or humiliating a
person).
b) ;y individual attributes that ma!e me a good team member
are
empathy, respect or others, listening s!ills, ideas and ability
to give
constructive eedbac!.
c) 5 6e%uirements or an e/ective team meeting are"1. 8dvance
notice o the date, time and place.
$. 8genda circulated beore the meeting.0.
8/18/2019 At 3 Short Answer Test
9/10
2. veryone having their say and contributing to the
discussion.3. #tarting and *nishing on time.5. 8 record o what was
discussed, what needs to be done and who is
going to do it.2. Three things to consider when writing a ax
are"
1. =ot to send any con*dential inormation because anyone in
thearea can see the document+s) sent.
$. The receiver should be noti*ed about the time, nature and
length o
the inormation to be sent.0. The ont si>e or typed documents
should be no less than 1$.
3. To whom it may concern,
It has come to my attention that there is a training course
scheduled or
next wee!. I believe that the training would bene*t me in
handling,
managing and recording data or bacterial cultures with greater
accuracy. I
usually wor! with bacterial cultures at least three times a wee!
and thiswould help me to complete my wee!ly wor! to a higher degree
o
standard.
8/18/2019 At 3 Short Answer Test
10/10
1. @eading by example.$. xplaining the bene*ts o adopting
sustainable energy wor!
practices.0. Telling people about the possible disadvantages o
not adopting
sustainable energy wor! practices.
11.
a) Two situations relevant to my laboratory that could lead to
an
environmental incident are"
1. There could be a dangerous inection on a tissue sample
that
might carry to laboratory wor!ers i they are not wearing correct
.
$. 8 laboratory wor!er might leave a ume hood open and
dangerous
gas may be released.
b) To minimise the ris! o the second event, any laboratory
wor!er wor!ing
with a dangerous gas should wear a mas! and the laboratories
should be
sealed to prevent gases escaping.
