Tutorial Letter 201/1/2018: Communication in Business Contexts

CBC1501/201/1/2018
Tutorial Letter 201/1/2018
Communication in business contexts

CBC1501
Semester 1
Department of Communication Science
This tutorial letter contains feedback on assignment 01 and 02 for semester 1
BARCODE
CONTENTS
PAGE
1 INTRODUCTION 3
2 FEEBACK ON ASSIGNMENT 01 4
2.1 General comments 4
2.2 Answers and feedback 5
3 FEEDBACK ON ASSIGNMENT 02 27
3.1 General comments 27
3.2 Answers and feedback 27
4 SUPPLEMENTARY AND AEGROTAT EXAMINATIONS 48
5 CONCLUSION 49
SOURCES CONSULTED 49
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CBC1501/201/1/2018
1 INTRODUCTION
Dear Student
We hope that you have enjoyed your studies in Communication in Business

Contexts (CBC1501) thus far. Please note that tutorial letters are important and
intended to assist you in understanding the content of this module better, as well
as to prepare you for the final examination. Therefore, it is important to read all
your tutorial letters carefully and keep them in a safe place for future reference.
You will remember that Tutorial Letter 101/3/2018, which you received when you
registered for CBC1501, contained the two compulsory assignments for this
module. This tutorial letter deals specifically with general feedback on and
answers to these two assignments for Semester 1.
You should have received the following tutorial letters for this semester:
 Tutorial Letter 101/3/2018
 Tutorial Letter CMNALLE/301/3/2018
 Tutorial Letter 201/1/2018 (this tutorial letter)
Digital copies of all tutorial letters are available on myUnisa.
If you have any enquiries regarding this module, please refer to your Tutorial
Letter 101/3/2018 to ascertain which department to contact in the university,
depending on the nature of your enquiry. Remember that you are welcome to
contact the lecturers if you have any content-related enquiries.
My contact details are as follows:
Mrs Ashiya Abdool Satar

Module coordinator
Telephone: 012 429 4203
E-mail: satara@unisa.ac.za
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If you cannot reach the module coordinator/lecturers, or if you need to leave them
a message, please contact the departmental secretary, whose contact details
appear as follows:
Mrs Martha Malefo

Tel: 012 429 6565
E-mail: malefmn@unisa.ac.za
2 FEEDBACK ON ASSIGNMENT 01
2.1 General comments
IF YOU SUBMITTED THIS COMPULSORY ASSIGNMENT, YOU QUALIFY FOR

EXAMINATION ADMISSION.
Assignment 01 for Semester 1 was due on 20 March 2018. The unique

assignment number that you had to use when submitting this assignment was
768426.
The total maximum marks for this assignment was 100. Each paragraph, or
essay-type question had a different mark allocation based on the information
required. This assignment contributes 10% to your final mark. Remember that
your semester mark contributes 20% to your final module mark; the other 80% is
derived from the final examination, which is scheduled for May/June 2018.
We will now look at the answers to and other guidelines on the questions that
were asked in Assignment 01. Please compare these with the answers that you
submitted in your assignment. If you did not hand in your assignment, you can
still look at the feedback given in order to enhance your understanding of the
content of this module.
When you receive your marked Assignment 01, please take special note of the
personalised feedback given by the marker. This feedback, together with your
understanding of how to approach similar paragraph- or essay-type questions, will
help you tremendously in the examination.
Please note that if you did not submit Assignment 01, you will NOT be
allowed to write the examination.
For more detailed information in this regard, please consult your Tutorial
Letter 101/3/2018.
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2.2 Answers and feedback
ASSIGNMENT 01
The correct compilation and sequence of Assignment 01 is as follows:

 cover page
 declaration of own work submitted
 table of contents
 introduction
 body of assignment (answers to the assignment questions)
 conclusion
 answer to the self-assessment and reflection questions
 list of sources consulted
TECHNICAL PRESENTATION [10 marks]
Please ensure that this assignment complies with the departmental requirements
for the technical presentation of assignments.
Please note that the Department of Communication Science has specific

formatting guidelines, which we want you to adhere to precisely. Please consult
Tutorial Letter CMNALLE/301/3/2018 for extensive guidelines on technical
presentation. Also read and take cognisance of the section on plagiarism.
Additional guidelines, specific to this course, are provided on myUnisa. In order to

understand and comply with the technical requirements for this assignment, you
had to refer to the relevant sections in Tutorial Letter CMNALLE/301/3/2018. A list
of applicable technical presentation criteria was also supplied in Tutorial Letter
101/3/2018 to indicate the sections on which you have to focus.
The technical presentation criteria applicable to Assignment 01 are as follows:
You would have earned two marks for each of the following technical presentation
aspects that was present and correct in your assignment: personal declaration of
own work, table of contents, overall assignment introduction, overall assignment
conclusion, and a complete list of sources consulted.
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Please pay special attention to the marker's personalised feedback given in your
assignment, which will indicate the technical presentation aspects that you need
to work on.
You had to adhere to/incorporate five technical presentation requirements in your

assignment. Each of these requirements needed to be present AND correct in
order for you to earn the two (2) marks.
Personal declaration of own work (2)
This declaration should be placed after the cover page of the assignment and
before the table of contents. (However, if your placement of the declaration in the
assignment was incorrect, you would have still earned the two marks.
The wording of the declaration, which should be precise, is as follows:
DECLARATION
I, the undersigned, hereby declare that this is my own and personal work, except
where the work(s) of others have been acknowledged by means of reference
techniques.
I have read and understood Tutorial Letter CMNALLE/301/3/2018 regarding

technical and presentation requirements, referencing techniques and plagiarism.
Signature: ………..………
Name: A Anonymous
Student number: 123456789
Date: 20 March 2018
Witness: …….…………..
Note that if the assignment is in electronic format (i.e. not handwritten), it is

acceptable to type out the names of the student and the witness instead of
inserting their respective signatures (since not all students have access to
scanned copies of their signatures).
The mark awarded for technical presentation is dependent on whether the

declaration’s wording is PRECISE and whether the details have been FILLED IN
(student signature, student name, student number, date and a witness’s
signature).
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Table of contents (2)
The table of contents for this assignment should ideally resemble the examples
set out below.
Either of the following two formats is acceptable:
TABLE OF CONTENTS
CONTENT PAGE
1 INTRODUCTION 1
2 QUESTION 1: GROUP DYNAMICS IN ORGANISATIONS 1
3 QUESTION 2: BUSINESS LETTER 2
4 QUESTION 3: MEMORANDUM WRITING 3
5 CONCLUSION 5
SELF-ASSESSMENT AND SELF-REFLECTION QUESTIONS 5
SOURCES CONSULTED 6
OR
TABLE OF CONTENTS
CONTENT PAGE
1 INTRODUCTION 1
2 ESSAY 1
3 BUSINESS LETTER 2
4 MEMORANDUM WRITING 3
5 CONCLUSION 5
SELF-ASSESSMENT AND SELF-REFLECTION QUESTIONS 5
SOURCES CONSULTED 6
7
Please take note of the heading presentation (bold, capital letters and numbering)
and the inclusion of page numbers. The headings, their numbering and the page
numbers used in the table of contents must correspond with the information
contained in the assignment.
If subheadings (1.1 or 1.1.1 levels) are used, these should be formatted as follows
in the table of contents and in the assignment:
Introduction (2)
You should have included an overall assignment introduction before you started to
answer the individual assignment questions. Do not provide a separate
introduction for each individual assignment question, unless expressly stated in
the case of an essay, for example. Ideally, the introduction should introduce the
assignment as a whole and allude to the content/topic of the individual assignment
questions. One paragraph of writing is normally sufficient.
Conclusion (2)
You should have included an overall assignment conclusion at the end of your
assignment. Do not provide a separate conclusion for each individual assignment
question, unless expressly stated in the case of an essay, for example. Ideally, the
conclusion should round off the assignment as a whole and provide a short
summary (main points mentioned) of the content/topic of the individual
assignment questions. One paragraph of writing is normally sufficient.
List of sources consulted (2)
The list of sources consulted should be arranged in alphabetical order and

formatted correctly. The MINIMUM sources that MUST be included in the list of
sources consulted are the prescribed book, the study guide, Tutorial Letter
101 and Tutorial Letter 301. Should you have utilised any additional resources,
you should list them as well, using the guidelines in Tutorial Letter
CMNALLE/301/3/2018 to format them appropriately.
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CBC1501/201/1/2018
The correct formatting and presentation of these sources are as follows:
Du Plessis, D, Dowling, F & Steinberg, S. 2009. Money talks: communication in

business contexts. Johannesburg: Heinemann.
University of South Africa. Department of Communication Science. 2011.

Communication in business contexts: Only study guide for CBC1501. Pretoria.

Communication in business contexts: Tutorial Letter 101/2018 for CBC1501.
Pretoria.

Guidelines and information regarding your studies: Tutorial Letter
CMNALLE/301/3/2018. Pretoria.
REMEMBER
If you require any additional information or explanations about any of the

questions in this assignment, consult the relevant sections in your prescribed book
and study guide.
QUESTION 1
ESSAY WRITING [30 marks]
Instructions
Plan and write an argumentative essay critically discussing the advantages and
disadvantages of working in teams in organisations.
You must provide a balance of the theory first and application in a critical
explication of the topic.
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Before attempting to answer question 1, you need to study the
following:
In the prescribed book:
Chapter 5: The writing process
Chapter 6: Persuasive writing
Chapter 9: Communication in groups and teams
In the study guide:
Study unit 5: The writing process
Study unit 6: Persuasive writing
Study unit 9: Communication in groups and teams
Breakdown of mark allocation for question 1:
• Displaying evidence of brainstorming and planning in writing (2)
• Logical organisation of the answer (3)
• Correct balance of theory and application in the discussion of
» types of groups
» leadership in groups
» group conflict resolution
» problem-solving and decision-making (20)
• Fluent and grammatically correct writing (5)
Your essay should be approximately two (2) pages in length.
Let us now look at the breakdown of the mark allocation for this question:
Criterion 1: Format and layout (5)
Essay writing requires a thought process. Brainstorming and planning in writing

show that you have thought about your essay format and structure critically, as
well as about the opinions required by the essay question.
Brainstorming (2)
 No specific method is required, but you needed to provide evidence of

brainstorming and planning in writing that is logical and identifies the main
ideas/concepts/topic sentences that would have been expanded on in your
essay. (2 marks)
 You would have lost two marks for lack of evidence or if your plan did not
display a logical breakdown of ideas.
 An example of a brainstorming or planning process is a mind map, or a list of

ideas
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Logical organisation (3)
For this task, you were required to begin your essay with a thesis statement
outlining your position. You would have maintained this position throughout your
essay, and therefore, this position would have been the guiding light of the logical
structure of your essay. You would have also concluded your essay by reinforcing
your position.
Your structure should therefore comprise the following:
 Introduction
This includes introductory remarks meant to lead the reader to the content that is
to follow. You also had to present your thesis statement in the introduction. In
other words, you had to present your position clearly in the introduction of the
essay. (2 marks)
 Conclusion
This should have concluding remarks that sum up the essay, emphasising your
position taken at the beginning. (1 mark)
Criterion 2: Content (20)
Theory plays an important role in essay writing, and the flow of your discussion
will show if you understand the application of theory.
You had to write an essay based on the scenario provided, by clearly stating your
position on working in teams in an organisational setting.
Thereafter, you had to substantiate your viewpoint with relevant theory, as

outlined below, and provide alternative viewpoints without diluting your stance.
Your argument had to be well structured, despite your position.
You had to maintain your position consistently within a logical and coherent
argumentative structure to be awarded the marks – a mere ‘listing’ of facts was
not sufficient for this task.
You had to discuss four aspects in the essay:
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3.1 Types of groups:
You had to provide a discussion on various types of groups. (4)
Key points that should have been included in the answer are as follows:
 Define groups and refer to the scenario provided.
 Mention that teams have definite goals.
 Discuss that team members are interdependent, that is, each team member
influences and is influenced by every other member in the group.
 State that each team member has a specific role to play in the group
 Mention that small groups are referred to as teams and consists of 3-12
members
(Source: Du Plessis et al 2009:179).
Four marks were awarded for any two points drawn from the above
(2 x 2 marks)
3.2 Leadership in groups:

You had to explain the meaning of leadership in a group. (4)
Key points that should have been included in your answer are as follows:
 You needed to refer to the purpose of a leader in a group and to provide a

definition of a “leader”.
 You needed to elaborate on duties that are conducted by leaders, such as the
following:
◁ Guide group through a discussion, pointing out advantages and

limitations of all the ideas put forward by the members in order to reach
the desired outcome.
◁ Leaders are either chosen by the group or become leaders because they
show leadership qualities.
◁ Leaders display qualities that relate to ability, sociability, motivation and

communication skills.
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 In addition, you had to discuss two main styles of leadership, namely

authoritarian leadership and democratic leadership.
(Source: Du Plessis et al 2009:180)
(2 x 2 marks)
3.3 Group conflict resolution:

You had to show an understanding of group conflict resolution. (4)
 You had to provide an appropriate definition of group conflict by discussing

how conflict arises. You should have explained important terms, such as
"constructive conflict" and "destructive conflict", and how these could affect a
group.
Definition:
Negotiation is a process of interaction between parties directed at reaching some

form of agreement that will hold and that is based upon common interests, with
the purpose of resolving conflict, despite widely dividing differences. This is
achieved through establishment of common ground and introduction of
alternatives (Du Plessis et al 2009:190–191).
You also had to mention strategies for conflict resolution and discuss three
possible outcomes to the conflict. This includes explaining concepts such as the
following:
◁ Win-lose:
In a win-lose outcome, one party’s ideas and objectives are accepted, while the
other party’s ideas and objectives are rejected. The result is dissatisfaction for one
party.
◁ Lose-lose:
In a lose-lose outcome, both parties give up something for the sake of finalising
the matter. What actually happens is that the conflict is only temporarily
suppressed and neither party is satisfied with the outcome.
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◁ Win-win:
In a win-win outcome, both parties reach consensus and both are satisfied with
the outcome. This is the ideal outcome and is usually reached through skilled
communication.
You needed to discuss the concept of negotiation in a conflict resolution process.

Therefore, an understanding of the definition provided in the prescribed book
should have been reflected in your answer.
(Source: Du Plessis et al 2009:190)
(2 x 2 marks)
3.4 Problem-solving and decision-making

You had to display an understanding of problem-solving (4)
 You should have defined or explained what is involved in problem-solving and

decision-making, for example explaining that problem-solving is the process
by which people propose and evaluate solutions to a problem to ensure that
the best one can be chosen.
 In addition, you had to show an understanding of decision-making by

providing some evidence that you understand the problem-solving sequence
and can apply it to your essay answer.
 The sequence has the following six steps:
◁ Identify and define the problem.

◁ Analyse and research the problem.
◁ Decide what the solution should accomplish.
◁ Find and evaluate solutions.
◁ Implement the solution.
◁ Evaluate the team’s performance.
(Source: Du Plessis et al 2009:186–187)
(2 x 2 marks)
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3.5 Practical application (4)
An impression mark of up to four marks could have been awarded for the
appropriate practical application of the theory stated above. (4 marks)
Criterion 3: Fluent and grammatically correct writing (5)
Impression marks were awarded for language and grammar as follows:
3.1 Writing fluency and grammar
 Students should maintain flawless, logical and coherent articulation of ideas.

Ideally, excellent sentence construction and correctness of tenses and
grammar should be evident. (3 marks)
3.2 Spelling and punctuation
 The ideal is to have excellent spelling and no punctuation errors.(2 marks)
QUESTION 2
BUSINESS LETTER [25 marks]
Read the e-mail below and then follow the subsequent instructions:
Hi Sam,
As you know, our company is just the best because we are so awesome at
what we do.
I would like to invite you to come around our place & see what we can do for
your company. I believe we can do business together. We have all the
equipment that is needed in construction like we have everything from hard
hats and work boots to trucks and dozers. I promise I can hook you up with a
sweet deal.
Please give me a shout when you want to come round.
l8ter
Bobby
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Instructions
Bobby Steenkamp is a sales representative at Africa Earthworks and was tasked

by his boss to approach Samuel Mabane, the CEO of Umhlanga Construction, to
persuade him to use Africa Earthworks for his earthworks and construction
equipment needs. Africa Earthworks has all the safety equipment for workers,
including accessories, as well as heavy earthmoving vehicles and machinery
available for hire.
The above e-mail was written using very poor language and in an extremely
unprofessional style. Rewrite the above e-mail as a formal business letter, using
formal language and a persuasive style of writing.
The addresses to be used are as follows:
Mr Samuel Mabane
The CEO: Umhlanga Construction
Gateway Office Park
300 Lagoon Drive
Umhlanga
0031
Mr Bobby Steenkamp
Sales Representative: Africa Earthworks
57 Aloe Crescent
Springfield Park
Durban
4001
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Before attempting to answer question 2, you need to study the following:

Chapter 1: Communication
Chapter 4: Format
Chapter 6: Persuasive writing
Chapter 8: Interpersonal communication in the workplace
In the study guide:
Study unit 1: Communication
Study unit 4: Format
Study unit 6: Persuasive writing
Study unit 8: Interpersonal communication in the workplace
Breakdown of mark allocation and additional guidelines for question 2:
Format:
Use of the correct format for a business letter and adhering to the stylistic
requirements of such a letter, which should include the following: (8 marks)
» correct formatting conventions as applicable to the letter format (addresses,
date, subject line, salutation, complimentary close, signature and name)
» use of the UK block format
Content of the letter: (12 marks)
» You need to clearly state your reason for writing the letter. Provide
motivational appeals to persuade Mr Mabane to consider using your company
for equipment hire. This has to be done in addition to mentioning the services
and products that your company has to offer in order to substantiate the
claims you make and to make your company stand out in the market. This
section was worth 9 marks and the content of your writing should reflect the
required depth to gain these marks.
» Provide appropriate concluding remarks to close your argument. Invite
Mr Mabane to visit your company.
» Limited use of personal, first-person writing will be allowed, as you need to
keep a formal tone in initiating a business relationship with the targeted
company.
Fluent and grammatically correct writing (5 marks)
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Criterion 1: Format and layout (8)
Use of the correct format for a business letter and adhering to the stylistic
requirements of such a letter, which should include:
A Addresses, date and subject line [4]
A.1 UK block format used (return [Bobby’s] address is right-aligned and

addressee’s address is left-aligned). You had to use this format to earn the
mark for this aspect. (1)
A.2 Bobby’s address first (½)
A.3 Bobby’s address copied correctly (½)
A.4 Followed by correct addressee’s address (½)
A.5 Date was supplied (½)
A.6 Stated the subject of the letter clearly and concisely (1)
Please see example below for a clear depiction of the expected format.
B Salutation, complimentary close, signature and name [4]
B.1 Supplied the salutation correctly (1)

B.2 Supplied the complimentary close correctly (1)
B.3 Supplied the signature correctly (1)
B.4 Supplied the name correctly (1)
Please see example below for a clear depiction of the expected format.
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CBC1501/201/1/2018
An example of an acceptable business letter format in UK block format

appears below:
**NB: xxxxxxxxxxxxxxx indicates a line break before the commencement of

subsequent text.
Mr Bobby Steenkamp
Must be Must be
left- Sales Representative: right-
aligned
Africa Earthworks aligned
57 Aloe Crescent
Springfield Park
Durban
4001
xxxxxxxxxxxxxxxx
16 March 2018
Dear Mr Samuel Mabane, or
Mr Samuel Mabane Dear Mr Mabane {Should NOT
be Dear Sam}
The CEO: Umhlanga Construction
– [must be followed by a
Gateway Office Park comma]
300 Lagoon Drive

Umhlanga
0031
xxxxxxxxxxxxxxxx
Dear Mr Samuel Mabane,
xxxxxxxxxxxxxxxx xxxxxx
INTRODUCING AFRICA EARTHWORKS: SUPPLIER OF CONSTRUCTION
EQUIPMENT
xxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxx
xxxxxxxxx xxxxxxxxx
Paragraph 1 should be about 3-5 sentences long.
I am Bobby Steenkamp from Africa Earthworks.

_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
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xxxxxxxxx xxxxxxxxx
Paragraph 2 should be about 6-8 sentences long.
I am writing to introduce our company, Africa Earthworks, to you. Africa

Earthworks has featured in the Business Insider magazine, which showcased our
innovative business strategies and unique client service.
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
xxxxxxxxx xxxxxxxxx
Paragraph 3 (conclusion) should be about 1-2 sentences long.
Africa Earthworks looks forward to hearing from you and building a lasting working
relationship with you.
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
xxxxxxxxx xxxxxx xxxxxxYours faithfully [this is the complimentaryorclose – must be followed by a comma] –
the missing commas will be penalised in the grammar section under punctuation.
Yours sincerely,
B.Steenkamp
Signature (could appear before
or after the name)
Bobby Steenkamp
The name that appears
Sales Representative: Africa Earthworks MUST be Bobby Steenkamp.
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2.1 You had to clearly state your reasons for writing the letter by providing
persuasive appeals to fulfil this requirement. In other words, you had to
provide s o u n d r e a s o n s w h y Mr Mabane should consider using your
company for equipment hire.
✎ In other words, you should have marketed Africa Earthworks (i.e.

made simple claims of Africa Earthworks’ suitability as a prospective
supplier) {3x1}
✎ justified the use of Africa Earthworks as a prospective supplier of
equipment (i.e. given reasons for the claims you made, for example if
you claimed that Africa Earthworks has excellent service, you should
have explained why you say so); {3x2}
(9)
2.2 You should have provided appropriate concluding remarks to close your
argument, such as inviting Mr Mabane to visit your company to see what
you have to offer in terms of service and equipment. (2)
2.3 Limited use of personal, first-person writing was allowed (i.e. you had to
remain as formal as possible in your writing). (1)
3.1 Writing fluency and grammar (3 marks)
o You should have maintained flawless, logical and coherent articulation of

ideas.
o Ideally, excellent sentence construction and correctness of tenses and

grammar should have been evident.
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3.2 Spelling (2 marks)
o The ideal was to have excellent spelling and no punctuation errors.
QUESTION 3: MEMORANDUM WRITING [30 marks]
PLEASE READ THE SCENARIO BELOW CAREFULLY BEFORE

ATTEMPTING TO ANSWER THE FOLLOWING QUESTION.
SCENARIO
Team-building exercises come highly recommended in business today. Many

companies embark on these exercises annually to try and instil a sense of unity
and belonging amongst employees. Another reason for these team-building
exercises is to investigate employees’ understanding of their role in the
department and organisation as a whole. It is for these reasons that we wish to
embark on a team-building exercise for our department. The team-building
exercise will take place on the weekend of 25-26 June 2018 at the Ikageng Lodge
in Vereeniging.
From the Friday morning to the Saturday afternoon, employees will be occupied
by the Spirit Team Weekend Programme that the lodge offers. The activities that
are included in the programme are bungee-jumping, obstacle courses, team
competitions and a formal dinner on the Saturday evening. Employees must bring
suitable clothes for all the activities and the formal dinner. It is not compulsory for
all team members to attend, but it would be great to have all the employees there,
so that all members will be equipped with the skills and knowledge needed in
order to function in the Accounting Department team.
Instructions
You are the financial manager of South African Financial Services Corporation.
Write a memorandum to the Accounting Department, informing the employees
that there will be a team-building exercise, which everyone in the department is
encouraged to attend.
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Before attempting to answer question 3, you need to study the

following:
Chapter 4: Format
In the study guide:
tudy unit 4: Format
Breakdown of mark allocation for question 3:
• Use of the correct memorandum format and stylistic requirements (5)
• Content (20)
» Relevance as per scenario and instructions provided
» Coherence – that is, writing must always be logically linked to the
given scenario
» Persuasion – writing must reflect some strong persuasive and
motivating statements to persuade and motivate all the staff
members to attend the team-building exercise. The mark allocation
for this section should be an indication of the quality and quantity
required of your writing in this section.
• Fluent and grammatically correct writing (5)
Your memorandum should be approximately one (1) page in length.
Criterion 1: Use of the correct memorandum format and stylistic

requirements (5)
The layout of your answer had to be presented as instructed – exactly as provided

in the prescribed book (Du Plessis, Dowling & Steinberg 2009:84).
1.1 The name of the company should appear at the very top of the page. (It
should read “South African Financial Services Corporation”.) (1/2 mark)
1.2 The word "Memorandum" (or "memo") should appear below the name of
the company. (1/2 mark)
1.3 The "From" line must be filled in. (It should read “The Financial Manager”.)
(1 mark)
1.4 The "To" line must be filled in. (It should read “Accountants/Accounting
Department.) (1 mark)
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1.5 The "Date" line must be filled in (for example, 20 March 2018) (1 mark)
1.6 The "Subject" line must be filled in (for example, "Spirit Team Weekend
Programme"). (1 mark)
Please take note of the formatting of these items. Up to a maximum of 1 additional

mark will be subtracted for incorrect heading structure and overall format.
See below for expected layout:
South African Financial Services Corporation (1/2 mark)

MEMO (or MEMORANDUM) (1/2 mark)
From: The Financial Manager, Mrs Smith (1 mark)
To: All Accounting Department teams (or all Accounting Department staff
members) (1 mark)
Date: 20 March 2018 (1 mark)
Spirit Team Weekend Programme
(Note that the title is in bold.) (1 mark)
-------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------
Do not use any salutation or close for a memorandum. If you include one (or both
of these), you will be penalised. The lecturer/marker could subtract half a mark for
each incorrect aspect (see criterion 1).
Therefore, if you received all five marks for criterion 1 of question 3, but included a
salutation and a close, 1 mark would have been subtracted and the
lecturer/marker will indicate it as such on the marking scheme.
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You had to follow instructions as per the scenario provided. Full marks were
allocated for the following points:
2.1 You provided information and rationalised the purpose of the

activities, as provided in the given scenario. (8)
 You appropriately explained what the team-building exercise entails.(2x2 marks)

 You explained clearly the purpose of the team-building exercise. (2x2 marks)
2.2 You provided valid information. (4)
The following information was provided:
 important dates (that is, 25-26 June 2018) (1 mark)

 venue and location (that is, Ikageng Lodge in Vereeniging) (1 mark)
 types of clothing for the various occasions (1 mark)
 mention was made of the dinner event) (1 mark)
2.3 You used a formal tone. (2)
 You had to use formal language to communicate in the memorandum by

writing in the third person. (2 marks)
2.4 Persuasion (6 marks)
The memorandum had to reflect persuasive statements in order to motivate the

personnel of the Accounting Department to attend the team-building exercise.
 You needed to provide three relevant motivational or persuasive sentences

(3x2 marks)
3.1 Writing fluency and grammar
 You should maintain flawless, logical and coherent articulation of ideas.

Ideally, excellent sentence construction and correctness of tenses and
grammar should be evident. (3 marks)
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3.2 Spelling
 The ideal is to have excellent spelling and no punctuation errors. (2 marks)
SELF-ASSESSMENT AND SELF-REFLECTION QUESTIONS [5 marks]
You had to answer the following questions in full sentences. Each question was
worth one (1) mark.
1 What have you learnt (what knowledge have you gained) by doing this
assignment?
2 What skills, abilities and orientations (attitudes and values) have you
acquired?
3 Which strengths could you apply in your future life and work environment?
4 Which shortcomings do you need to work on in future?
5 To what extent have you achieved the learning outcomes formulated for this
module? (Please specify the exact learning outcomes you have
achieved. These can be found under section 2.2 of Tutorial Letter 101.)
The self-assessment and self-reflection questions were not based on any module
content (theory or the application thereof); therefore, there are no right or wrong
answers.
The aim of this section was merely to provide you with an opportunity to reflect in
a focused manner on your journey in this module thus far.
If you answered the questions – provided that you answered reflectively and in full
sentences – you would have been awarded the marks.
Remember that you were required to answer what the questions asked, for
example in question 5 you actually had to refer to the learning outcomes of the
module.
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3 FEEDBACK ON ASSIGNMENT 02
3.1 General comments
Assignment 02 for Semester 1 had to be submitted on or before 26 April 2018.

The unique assignment number that you had to use when submitting this
assignment was 743320. Each multiple-choice question counted one mark and a
total of 25 questions had to be answered. The total marks awarded were 25. This
assignment contributes 10% to your final mark.
We will now look at the correct answers to the questions in Assignment 02. Please
compare these answers with the answers that you submitted in your assignment.
Once again, if you did not hand in your assignment, you can still look at the
feedback given in order to enhance your understanding of the module content.
3.2 Answers and feedback
In this section, each question in Assignment 02 will be discussed. You will be

provided with the correct options (answers) to the multiple-choice questions, as
well as an explanation of why the option chosen is the correct one. The incorrect
options, and why they were incorrect, will also be discussed. If you require more
information on the feedback given, please consult the relevant sections in your
prescribed book and study guide.
QUESTION 1
The key is 4
The grapevine in an organisation is supportive of the formal communication
channels in an organisation.
Employees of an organisation use the grapevine to communicate rumours; it is an

informal communication network that supports the formal structures. This happens
because people in the workplace talk to one another (Du Plessis et al 2009:21).
Option (1) is incorrect because the grapevine is an informal communication

network that serves to support the formal structures.
Option (2) is also not the key because although the grapevine is not the preferred
channel of communication, it is fast, not slow. This is because the message
travels as fast as the senders and receivers desire.
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Option (3) is incorrect because it is characteristic of horizontal communication to
enable teams to coordinate activities and achieve objectives of the organisation.
The grapevine can be used effectively by management, but it cannot be used to
coordinate activities of the organisation.
Accordingly, option (5) is incorrect because the grapevine carries rumours about
the organisation that are not always positive – management tries to minimise the
information that can travel via the grapevine.
QUESTION 2
The key is 4
Two colleagues who have worked on the same project for more than five
years
A frame of reference refers to existing knowledge and/or experiences that are

categorised in the brain (Du Plessis et al 2009:9). When individuals share a frame
of reference, there will be some common element/s that is/are apparent.
Therefore, in this question, option (4) is the correct answer, as it has the common
elements of work, the “same project” and the stated period of time.
Option (1) is incorrect as it is unlikely to elicit a frame of reference – even though

the two individuals are colleagues – as they come from completely different
backgrounds (no apparent common element) and they have just started to work
together (they are both new to their positions and they do not share a period of
service at their new workplace).
In option (2), there is clearly a difference in background between the two

individuals (one is an auditor that engages in logical thought and works with
calculations, whereas the other is a violinist, who likes to express themselves in a
creative manner. This, along with the geographical element, does not lend itself to
a common frame of reference.
When evaluating option (3), you will notice that it depicts two individuals who are
at opposite ends of their education endeavours. This means that these two
individuals are at different stages of their own personal development and,
therefore, do not share a common frame of reference. There is also the
consideration that they are of opposite gender (female and male).
Lastly, option (5) is incorrect because of the reasons given above.
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QUESTION 3
The key is 2
Complementary
This kind of gesture (shaking of the head) complements (or agrees with) the
verbal message that is communicated. Shaking of the head usually indicates a
“no” or uncertainty. With the verbal message giving negative information, shaking
of the head would further complement this statement, indicating that it is indeed a
negative situation (Du Plessis et al 2009:149).
Option (1) is not the key because a contradictory nonverbal cue would indicate a
nonverbal message that is the opposite of the verbal message. This is not
apparent from the given scenario.
Similarly, option (3) is incorrect because a regulatory function would entail

signalling others to speak, repeat a statement, hurry up or finish the conversation
in order to regulate the flow of information, while option (4) is also incorrect
because nonverbal communication replaces a verbal message when we use
gestures, facial expressions and other nonverbal cues to generate meaning. In
this instance, the speaker is using both verbal and nonverbal communication to
relay the message.
In the same way, option (5) is incorrect because nonverbal communication

supplements a verbal message when we use gestures, facial expressions, and
other nonverbal cues to add meaning to the message that the verbal message
does not convey. In this instance, the speaker is using both verbal and nonverbal
communication to relay the message.
QUESTION 4
The key is 3
Paralanguage
Paralanguage is about how we say something rather than what we are actually
saying. The CEO’s volume and quality of voice informs us that the message is of
a negative nature and is discouraging (Du Plessis et al 2009:147).
Option (1) is incorrect because upward communication relates to a flow of

communication from subordinates to managers.
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Option (2) is also incorrect because the grapevine is the channel used for informal
communication that is used to transfer important information as well as rumours
and is not applicable to the requirements of this question.
Similarly, option (4) is incorrect because external communication refers to

communication into and out of the organisation, a function that is largely
performed by the public relations and advertising departments.
On the other hand, option (5) is incorrect because gestures refer to various body
movements that project meaning and are unrelated to the tone of voice projected
when speaking to others.
QUESTION 5
The key is 4
Jumping to conclusions because of a strong view about the topic
One of the poor listening habits listed is jumping to conclusions or interrupting the
speaker before you have heard all of the facts because you have a strong
personal view (Du Plessis et al 2009:155). Therefore, option (4) is the key.
Option (1) describes the optimum expected result of listening, which should
essentially lead to understanding what is being said. This does not refer to a poor
listening habit and is therefore incorrect.
Likewise, option (2) does not refer to a bad listening habit, but describes parts of
the the process of listening.
Similarly, option (3) is incorrect as it describes the importance or essence of

listening, while option (5) is not correct because it refers to the listener’s
preoccupation with other matters of interest, other than the talk, which is not the
case in the scenario.
QUESTION 6
The key is 1
Zanele’s goal in listening to the speaker was to understand the speaker’s
feelings and needs.
The goal of empathetic listening is to understand the speaker’s feelings and needs
from their point of view, even if you do not share their point of view. Zanele
understood the speaker’s point from a female perspective (Du Plessis et al
2009:156).
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Option (2) is incorrect because it describes the goal of listening for content, while
option (3) is incorrect because it describes the process of hearing.
Similarly, option (4) is incorrect because it describes the goal of critical listening,
whereas option (5) is incorrect because it describes the goal of listening for
content. These incorrect options do not relate to understanding the speaker’s
feelings, as depicted in the scenario.
QUESTION 7
The key is 5
Reflective
Reflective skills show that not only have you heard what has been said, but you
also understand the feelings and intentions of the message. One of the ways to
show this is to reflect feelings and content back to the speaker in the same way
that Zanele did (Du Plessis et al 2009:158).
Option (1) is incorrect because following skills show that you are interested and
would like the speaker to expand on what is being said. With reflective skills, the
listener would not need the topic to be expanded because they can already
summarise the major topics, points or concerns.
In the same vein, option (2) is incorrect because attending skills show that you are
prepared and willing to listen, whereas with reflective skills, the message has
already been comprehended.
Option (3) is incorrect because empathetic listening is a type of listening but not
the skill described in the scenario.
Likewise, Option (4) is incorrect, since, according to Du Plessis et al (2009: 156)

critical listening is a type of listening and not a skill. The skill that would
accompany critical listening would then be reflective skills.
QUESTION 8
The key is 2
Passengers could find the trains too expensive to use on a daily basis.
Option (2) is correct because it is the only option that does not relate to noise.
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Option (1) is incorrect because it refers to either a physiological barrier or a
semantic barrier. According to Du Plessis et al (2009:13), a physiological barrier
refers to “…factors such as poor health…” that could be a barrier to
communication. The passengers who have poor eyesight might not be able to
read the signs or timetables and might need to wear reading glasses. According to
Du Plessis et al (2009:14), semantic barriers “are interferences that occur when
people do not understand the words you use; [because] people have different
meanings for particular words and expressions so that these meanings are not
mutually understood.” For this to have occurred, the passengers might not have
been able to read and understand the language used on the signs and timetables,
which is not evident in the scenario.
Likewise, option (3) is incorrect because it refers to a physical barrier to

communication. According to Du Plessis et al (2009:12), physical barriers to
communication are defined as “external noises or stimuli in the environment that
distract your attention”.
Option (4) is also not the correct option as it relates to a psychological barrier to
communication. According to Du Plessis et al (2009:13), this barrier is defined as
“internal noises such as people’s thoughts or feelings that may interfere with
communication. Anger, nervousness, fear, boredom or distrust can affect a
message.” The crowds of people could make older or first-time travellers nervous
or fearful.
Lastly, option (5) is incorrect as it also refers to a physical barrier to

communication. The noisy train could prevent passengers from hearing the
announcements.
QUESTION 9
The key is 2
Complements
In this instance, the correct answer is option (2). Here the question refers to facial
expressions as a method used to complement Earl’s verbal message. She shows
the customer, by means of a smile, that she is more than willing to assist the
customer, who looks lost.
Option (1) is not correct, as “reinforces” refers to giving additional support to

something, such as an idea, whereas Earl’s smile “complements”, or completes,
her verbal message.
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Option (3) is incorrect because “contradicts” means to go against something or to

mean the opposite. Earl’s smile does not, in this case, contradict her verbal
message.
Option (4) is also incorrect because Earl’s smile does not replace her verbal
message.
Lastly, option (5) is also incorrect, as Earl’s smile does not regulate her verbal
message.
QUESTION 10
The key is 5
Remember to smile at clients.
Option (5) is the correct answer because it is a sentence that contains no negative
words, such as “never” and “do not”. It contains a positive message/instruction.
All of the other options are incorrect, as they contain negative instructions in the
form of words such as “never” and “do not”.
QUESTION 11
The key is 1
The sender is Thembi Ngubani, and the channel is radio.
In order to answer this question, you had to refer to the given scenario.
In Du Plessis et al (2009:8-9), a sender or communicator is described as “the

initiator of the communication process”, whereas the channel “is the route by
which messages are transmitted (or sent) between people in communication”.
When attempting to answer this question, you need to distinguish clearly between
two stages of communication, namely (a) when Thembi Ngubani was still alive
and living with HIV/AIDS and (b) after she passed away from tuberculosis. The
question specifically relates to the primary communication sequence (stage one),
which was when Thembi was still alive.
Option (1) is the correct answer, as all of the events described (both stages)
originated from Thembi; therefore, she is the sender of the message. Her
message was sent (or, in this case, broadcast) through the medium of radio.
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Option (2) is incorrect because the US-based National Public Radio is not the
sender of the message, but rather denotes information about the channel (the
name of the radio station that broadcast the message). www.aidsdiary.org is also
a communication channel, but it is not the primary channel used by Thembi while
she was still alive.
When evaluating option (3), once again, the sender of the message is not the US-
based National Public Radio (as explained above). Also, the channel is not “...you
may be poor, but you still have a voice”, as this refers to the content of the
message.
In option (4), the sender (Thembi) is given correctly, but the channel is not. The
reference to a “printed” diary is not correct, as the scenario refers only to a radio
diary. This was given as an option to ensure that you read all questions thoroughly
and for specific content.
Lastly, option (5) is incorrect because no mention is ever made of “HIV/AIDS

activists”’, but rather of Thembi who was an HIV/AIDS activist. (Once again, we
were testing your ability to read the questions carefully.) Also, the mention of the
12 countries alludes to the recipients of the message (the millions of people in the
12 countries); thus it is not a communication channel.
QUESTION 12
The key is 4
The technicians have to check their cell phones at the door, and they’re not
happy about it.
Once again, the main aim of this question was to test your grammar and general
language skills. For detailed discussions on the options and their respective
language rules, consult chapters 2 and 3 of your prescribed book and study units
2 and 3 of your study guide.
The correct answer is option (4), as the contraction “they’re” refers to “they are”,
which is correct in the context of the sentence.
Option (1) is incorrect, as “loose” (unfastened) should have been written as “lose”
(misplace/unable to find).
Option (2) is incorrect as “it’s” (a contraction of “it is”) should have been written as
“its” (denoting the relationship between the “HTA” and the “readme file”).
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With regard to option (3), “they’re” (a contraction of “they are”) should have been
written as “their” (refers to the “managers”).
Lastly, option (5) is incorrect, as “effect” (denotes a consequence or outcome) and

should have been written as “affect” (have an impact on/influence).
QUESTION 13
The key is 1
“I’m sorry, I’m just exhausted. At least I finished the project.”
The main issues in this question are negative connotations and nonverbal
communication.
Option (1) would avoid negative connotations the most, as Sipho explains his
nonverbal communication (leaning back, joining his hands together behind his
head and yawning) with words that are least likely to be interpreted negatively.
This verbal explanation helps to ensure that Dali, Sipho’s boss, does not
misunderstand Sipho’s nonverbal communication. Also, the tone in which Sipho
conveys his message (a polite and sincere manner) will help to ensure that his
nonverbal communication is not seen in a negative light.
Option (2) is incorrect, as the tone and word choice used here would most likely
have negative connotations. Sipho expresses himself in an emotive manner that
could be seen as resentful, angry and even ungrateful. His message also focuses
exclusively on himself (how exhausted he is), rather than on striking a balance
between his feelings of exhaustion and the project that he has just completed.
Option (3) would also not be the best choice to avoid negative connotations, as
Sipho’s nonverbal communication message and its decoding is left entirely up to
the interpretation of Dali. This is dangerous, as Dali’s interpretation of Sipho’s
message could be very different from what Sipho is actually trying to
communicate.
In a similar vein, option (4) could negatively suggest that Sipho is guilty of not
working hard enough. If this is the message that Dali decodes, Dali could think
that Sipho is trying to overcompensate for not working hard enough by his actions
when Dali walks in.
Lastly, option (5) could also have negative connotations, as Dali might perceive
Sipho’s verbal message as a way of disregarding the importance of his work and
his performance on the job. The verbal message is also of a more personal and
familiar nature, which might not be an appropriate form of interaction, depending
on the nature of the employee–employer relationship.
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QUESTION 14
The key is 2
Establish strict SOPs right from the start and punish staff members who
deviate from them.
In order to answer this question, you had to take into account specific information
about standard operating procedures (SOPs), as given in your study material. Du
Plessis et al (2009:86) state that SOP documents “provide step-by-step
instructions to employees on how to carry out a task correctly and what records
they need to keep”. SOPs are usually formal organisational policy documents.
When comparing the options for this particular question, option (2) is the least
likely to result in the best set of SOPs for a busy factory. This is because even
though SOPs should be strict and staff should be penalised for not following them,
the phrasing of this option implies that SOPs should be applied strictly right from
the start. This indirectly suggests (in the phrasing of the option) that SOPs are
cast in stone and that any deviation – even to update or enhance the document –
will not be tolerated. This is a serious flaw in this method, as regular review is
mandatory for SOPs.
Option (1) can be considered a method to establish a well-thought-out set of

SOPs for a busy factory. This option directly addresses one of the problem areas
that the factory is experiencing and how it is dealt with on a frequent basis. A
formalised procedure that allows for consistency, such as a set of SOPs, would be
very valuable in this scenario, as it would provide staff with direction, a sense of
who is responsible for dealing with this particular item of equipment and how to
maintain high standards of quality when operating and maintaining the equipment.
Option (3) is also deemed an appropriate method, as maintenance and the

operation of equipment is vital in any factory. The reference to research shows
that this method will involve careful scrutiny and sufficient time and the results
may even be valuable to other parts of the organisation that were not the primary
focus of the research.
When looking at option (4), the notion of knowledge and practical experience
comes into play. This is an important consideration, as SOPs are not merely a
task for management, but for all employees of an organisation.
Lastly, option (5) is worthwhile, as regular review is essential to keep SOPs

relevant and up-to-date, especially when new technology and improved processes
are introduced (which is very likely in a factory setting). This is also a required
element on an SOP document, as a review date needs to be stipulated and
adhered to.
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QUESTION 15
The key is 5
Both options 1 and 2 above are correct.
This question is very similar to questions 6 and 7, as it also aims to test your
knowledge of the different types of listening.
The correct answer is option (5), which encompasses the information presented in
both options (1) and (2). In the scenario, you will need to use your content
listening skills to gather and remember specific information so that you can
understand and perform the required duties in your new role. The critical
information will be communicated to you, but you should also supplement this
information by asking questions, where necessary. You will not be required to
agree or disagree with any of the messages (information).
Option (3) is incorrect as you will not be making use of critical listening skills in this
particular scenario. You will not be trying to ascertain bias or logic, find evidence
to support the message content or evaluate the communicator’s intentions and
motivations. You are not trying to make any judgements – you are only trying to
obtain information.
Lastly, option (4) is also not applicable, as empathetic listening skills will have the
least relevance in this scenario. You will not be listening for feelings or emotional
needs, since the message is about a position and its associated duties – this is a
professional and factual message context and, therefore, human emotions will not
be the focus.
QUESTION 16
The key is 5
“Really? That is interesting. Walk with me back to my office and we can
chat.”
Option (5) is the correct answer because it is the most appropriate response. The
primary characteristics of an open communication style are being trusting and
friendly, as well as asking for colleagues’ opinions while also inviting constructive
criticism. Open communicators are also willing to discuss issues, rather than to
incite conflict, and they manage to “balance disclosure and feedback in their
communication”.
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Another key aspect to note is that open communicators “generally let you know
how a project is going” (Du Plessis et al 2009:168). When referring to the options
as possible answers to the question, the most appropriate response is: “Really?
That is interesting. Walk with me back to my office and we can chat.” This
response denotes a keen interest in what the sender of the message is trying to
convey and also that the receiver is willing to listen attentively (“Really? That is
interesting.”). The response exhibits a friendly and inviting tone and asks for the
sender to communicate their opinion freely in a manner that they are comfortable
with (“Walk with me back to my office and we can chat.”). The receiver of the
message is clearly willing to discuss the issue, even though such a discussion
was not planned, and a balance between disclosure of information/opinion and
feedback is inferred.
Option (1) is not the most appropriate response when trying to exhibit an open
communication style, as the receiver of the message is not actively interested in
the message/opinion or the sender at that particular point in time. The receiver is
also not willing to engage with the sender on a one-on-one basis where direct
dialogue and interaction would occur. Furthermore, the receiver does not seem to
be interested in the whole message/opinion and does not deem an immediate
response as necessary.
Option (2) is also not the most appropriate response as the receiver of the
message is not actively listening to the sender. The receiver is actually trying to
redirect the discussion to their own ideas/opinions, instead of engaging with the
sender in a participatory dialogue. This is very short-sighted when considering that
the individuals are supposed to be part of a team. There also seems to be no
balance between disclosure and feedback in the communication process.
When evaluating option (3), it is obvious that the receiver distrusts the
communication of the sender. A free flow of information and opinions is not
encouraged with other members of the team or in the current communication
exchange. There is a clear issue with disclosure, whereas feedback is demanded
by the receiver of the message – this denotes a lack of balance.
Lastly, option (4) does also not denote an open communication style, as the
receiver shuts the communication message down without a transfer of meaning
taking place. The receiver is focused only on their own context and time and there
is no regard for the communication needs of the sender (there is no willingness to
discuss the issue).
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QUESTION 17
The key is 2
The disadvantages of large groups
The main aims of this question were to test your ability to read for main ideas and
to use logical thinking.
The correct answer is option (2). The reference to “large groups” is made several
times in the scenario, most notably in the opening sentence; therefore, it is the
subject matter under discussion. The element related to the subject matter of the
scenario being discussed is the disadvantages of large groups. Issues that are
highlighted include that some individuals do not contribute as much as they should
in a large group context (when compared to other individuals); moreover, if a
collective good is achieved successfully, every large group member has the
benefit of enjoying the success, even if they – as an individual – did not help to
produce such a collective good.
Option (1) is incorrect, as the disadvantages of large groups described in the

scenario far outweigh the advantages; thus the advantages are not the main
element being discussed. In addition, when mention is made of advantages, they
are also presented as a mixture between advantages that can be found in large
groups (for example, greater influence lies in large groups to create a collective
good) and those applicable to working as an individual (for example, an individual
will go out of their way to attain their goals). Therefore, the advantages are not
exclusively related to large groups.
Option (3) is also not the main idea being conveyed in the scenario, as the
importance of conflict resolution is never addressed. There is an allusion to
whether large groups are better suited to performing certain tasks than are
individuals, but this differentiation does not denote conflict, its resolution or the
importance thereof. It merely exemplifies how different methods achieve different
outcomes.
With regard to option (4), you will note that a win-win situation actually refers to a
strategy for conflict resolution (Du Plessis et al 2009:190). Since conflict resolution
is not discussed in this scenario, a strategy for this would also not be the main
idea in the text.
Lastly, option (5) – negotiation – refers to a method for achieving the strategy of a
win-win situation within the context of conflict resolution (Du Plessis et al
2009:190). Therefore, this option is also not the main idea in the scenario.
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QUESTION 18
The key is 2.
B A D E C
Du Plessis et al (2009:181-186) categorise meetings into three stages, namely

“planning the meeting, conducting the meeting, and following up on the meeting”.
These were then also the stages that you had to consider when answering this
question.
The correct answer is option (2), which places the order of events as follows:
B Decide whether a meeting is really necessary.

A Distribute the notice.
D Distribute the agenda.
E Conduct the meeting.
C Distribute the minutes.
You will notice in Du Plessis et al (2009:182-185) that events B, A and D are

directly related to planning a meeting; event E is directly related to conducting a
meeting; and event C is directly related to following up on a meeting.
When taking the above into account and using your logical reasoning abilities and
problem-solving skills, you will easily realise that the other options given as
potential answers are incorrect, as none of these are in the correct order.
QUESTION 19
The key is 5
Both options 2 and 3 above are suitable.
The main goals of this question were to test your problem-solving skills, attentive
reading skills and logical reasoning.
Option (5) is the correct answer as it encompasses options (2) and (3), which are
both suitable methods for identifying the possible source(s) of the problem
concerned.
Option (2) addresses a possible source by referring to “look[ing] through the

itemised [telephone] bill to see where the expenditure is coming from”. This would
seem to be one of the logical starting points for enquiry as it could narrow down
some telephone numbers or the time of certain telephone calls as possible
reasons for the high expenditure.
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Option (3) is also a good route for enquiry as all the stakeholders in a company
cannot possibly know everything that is going on in such a company at all times.
There may be a situation that has required staff members to make more
telephone calls than usual.
An example could be that in recent times, perhaps due to an economic recession,

staff members have had to contact clients to follow up on payments that have not
been made. Therefore, asking staff members about the rising costs from the
beginning could provide an answer and save a lot of time. Time could then rather
be spent on looking into alternative, cheaper methods of contacting the
stakeholder group(s) in question.
Option (1) is incorrect, even though it may prove to be an excellent alternative

method of contacting stakeholder groups. Remember that the question asks you
to identify the source of rising telephone costs. Using other telephonic options,
such as Skype, is not a possible source of the problem, but rather a possible
solution.
Lastly, option (4) is also incorrect as “all of the above” (options 1, 2 and 3) cannot
be identified as possible sources of the problem (see the discussions above).
QUESTION 20
The key is 4
Negative organisational communication climate
Option (4), negative organisational communication climate, is the correct barrier to

effective communication in this scenario. Organisational climate refers to the
mood in an organisation and this can be positive (warm and comfortable) or
negative (cold and uncomfortable) in nature.
“All communication – whether downward, upward or horizontal, formal or informal

– that takes place in an organisation contributes to its climate”(Du Plessis et al
2009:25).
Organisational climate is largely dependent on the communication styles of staff

members (Du Plessis et al 2009:25).
41
When referring to the scenario, the CEO creates an uncomfortable, cold and
almost inaccessible mood/climate with his behaviour and communications,
especially where younger staff members are concerned. Because of the CEO’s
behaviour (“he is set in his ways”, “obsessed with protocol” and “does not
welcome suggestions”), he is effectively alienating his younger staff members,
who prefer to “rely on hearsay and gossip” in order to make decisions.
The CEO is also losing touch with “what is happening at the coalface” and the
organisation is losing out on possible new, innovative ideas that younger staff
members may come up with. If the CEO – as the leader of the organisation – were
more open-minded and flexible, he would create a positive organisational
communication climate wherein colleagues could communicate freely and openly,
regardless of age, level of experience or direction of communication. This kind of
positive climate would lead to transparency in the roles that staff members play
(and could play), as well as to consultative decision-making, which would
ultimately be to the advantage of the organisation as a whole.
Option (1) is incorrect as external noise refers to physical barriers to

communication that distract attention. Examples of this would be ringing
telephones and conversations of other people around you. This aspect is not
mentioned in the scenario and is therefore not applicable.
Option (2), internal noise, is also incorrect as this refers to “people’s thoughts and
feelings that may interfere with communication” (Du Plessis et al 2009:13). In the
scenario, there is not so much a barrier to communication because of personal
thoughts and feelings (internal), but rather a focus on how a negative
organisational communication climate can affect effective communication and
decision-making.
Option (3) is also incorrect. Cultural difference “often determines the way we use
words”. Two people may thus “use different words to denote the same object or
idea” (Du Plessis et al 2009:14). This is not the case in the scenario, as there is
no overt mention of the content (words) of the communication messages.
Lastly, option (5) is incorrect as the scenario does not denote a closed
communication context. There is no indication of an overtly poor self-image in
either the CEO or his younger colleagues. Moreover, there is no clear indication
that either the CEO or his younger colleagues prefer to work alone, while
remaining very productive.
42
CBC1501/201/1/2018
QUESTION 21
The key is 2
Blind and aggressive
The correct answer is option (2) as it states that Jan is a blind and aggressive
communicator. According to Du Plessis et al (2009:168), blind communicators are
“typically overconfident and tend to throw their weight around”. They also “have a
need to control situations [and] ... as managers they are difficult to work for
because they rarely offer compliments for work well done or allow you to take the
initiative”.
In the scenario, this describes Jan perfectly as he “likes the sound of his own
voice” and “castigated” his second-in-command, Leila, for taking the initiative and
responsibility to make “an important decision on his behalf”.
When looking at the element of an aggressive communication style, Du Plessis et

al (2009:169) note that aggressive people “use every opportunity to put down
others with little concern for [their] feelings”. Aggressive people’s behaviour
negatively affects their relationships with others and “they often initiate conflict,
rather than resolve it”. Jan displays an aggressive communication style when he
“makes tactless or hurtful remarks” to colleagues in general. He is also “furious”
with Leila when she takes initiative and “castigates” her until she cries. In this
instance, Jan initiated a conflict situation with no regard for Leila’s feelings.
Option (1) is incorrect, even though Jan is an aggressive communicator. Open

communicators, which Jan is not, are characterised by being trusting, friendly and
asking for their colleagues’ opinions while also inviting constructive criticism. They
are also willing to discuss issues, rather than to incite conflict (Du Plessis et al
2009:168).
Option (3) is incorrect as Jan is neither a hidden nor assertive communicator.

Hidden communicators are people that hide their thoughts and feelings, but are
also well spoken and polite. They generally mistrust people, but nevertheless seek
“constant feedback about what is happening in the organisation and how others
perceive them” (Du Plessis et al 2009:168). An assertive communicator is
someone who neither avoids conflict nor dominates a relationship. They are able
to “communicate feelings and opinions honestly and clearly” without personal
attacks on others and are seen as “competent, strong, fair and confident” (Du
Plessis et al 2009:169).
43
With regard to option (4), you will note that Jan is neither closed nor passive in his
communication approach. Closed communicators, also known as non-
communicators, are insecure, “disclose little about themselves and rarely request
feedback” (Du Plessis et al 2009:168). They usually have a poor self-image and
prefer to work alone. A passive or non-assertive communication style is exhibited
by people who are “reluctant to state opinions, share feelings, or assume
responsibility for their actions because they want to avoid conflict at all cost” (Du
Plessis et al 2009:169). Passive communicators also tend to accept blame
needlessly.
Lastly, option (5) is incorrect because, as stated before, Jan is neither a closed
nor assertive communicator.
QUESTION 22
The correct option is 1
Empathetically, encouraging the colleague to vent all feelings
Option (1) is the correct answer as empathetic listening is used when you want to
“understand the speaker’s feelings and needs from their point of view, even if you
do not share their perspective” (Du Plessis et al 2009:156). In the scenario, you
will listen carefully to your colleague (their feelings and needs), while not offering
criticism or advice in the process. The main goal is to provide an opportunity for
your colleague to express their emotions (“vent all feelings”).
Option (2) is incorrect as listening for content does not come into play in the given
scenario. When listening for content, the goal is “to understand and remember
information” (Du Plessis et al 2009:156). When listening to your colleague in the
scenario, your focus will be on their feelings as related to their emotional turmoil,
not on an understanding of the main points (information) surrounding the events.
Option (3) is also incorrect since your purpose is not to understand and remember
information (this is closely linked to the previous option).
When considering option (4), the notion of critical listening comes into play.
Critical listening takes place “to understand and evaluate the message, especially
when you suspect that the communicator may be biased” (Du Plessis et al
2009:156). In the scenario, you are not listening to make a judgement on the
message received, or even to agree or disagree with what is being said. You are
there to support your colleague, not interrogate their logical thought processes.
Option (5) is also closely linked with option (4). Once again, the focus is not on
being objective (the subject matter is, after all, an emotional issue), and, therefore,
you will not question or judge any motivations or intentions.
44
CBC1501/201/1/2018
QUESTION 23
“Recent calls for South Africa to nationalise its mines are economically
illiterate, but may gain support.”
This question aimed to test your grammar and general language skills.
For detailed discussions on the options and their respective language rules,
consult chapters 2 and 3 of your prescribed book and study units 2 and 3 of your
study guide.
The correct answer is option (2), as it contains no spelling, grammar or

punctuation errors.
Option (1) is incorrect as “you’re” (a contraction of “you are”) should have been
written “your” (a pronoun). If you were to insert the full version of “you’re” (i.e. “you
are”) into the sentence, you would see that it is grammatically incorrect.
In the same vein, option (3) is incorrect as it is the opposite of option (1).
“Your” should be “you are”, or “you’re” in its contracted form, while option (4) is
incorrect because you do not get comparative or superlative forms of “different”
(there is no such thing as “more different” or “most different”; something is either
different or it is not).
Option (5) is incorrect as it does not need to contain the words “every day”. The
reason for this is that a continuous action is implied by the words “am having”, so
the period does not have to be qualified.
QUESTION 24
Open communicator who enjoys a positive self-image which attracts
success
Option (2) is the correct answer, as the “bright, cheerful person” is clearly an open
communicator. Open communicator characteristics mentioned in the scenario are
the ability to talk to strangers easily, which implies an “articulate” communication
style and having “a positive view of life” – one that “lacks self-pity”. These open
communicator characteristics, therefore, attract success, as this option indicates
in its formulation.
45
Option (1) is incorrect as the description in the scenario does not support a closed
communication style. As a result of the reference to a “closed communicator” in
this option, the rest of the given information is really irrelevant and, thus, can also
be deemed incorrect. Remember that a correct answer needs to be correct in its
entirety – an answer cannot be deemed correct if only some of the information in it
is correct.
Options (3) and (4), as is the case with option (1), are also incorrect as the
description in the scenario does not support a blind or hidden communication
style. Once again, as a result of the references to a “blind communicator” and to a
“hidden communicator” in these options, the rest of the given information in each
case is irrelevant and, thus, deemed incorrect.
Lastly, option (5) is also incorrect, even though the communication style has been
correctly identified as open. The reason why this option is incorrect is because it
contains the exact opposite of the information in the correct option, namely option
(2).
The scenario clearly states that the “bright, cheerful person” has a “positive view
of life and lacks self-pity” – therefore, they cannot have a “negative self-image”, as
stated in the given option. In addition, it is highly unlikely that an open
communicator would “attract failure”, especially if they do not have a “negative
self-image”.
QUESTION 25
If you are passive, and believe yourself to be a victim, you are likely to end
up being treated badly
Du Plessis et al (2009:164) state that self-fulfilling prophecies “occur when what

we believe about ourselves and others often comes true”. It is maintained that
self-fulfilling prophecies influence our self-concept. People with a positive self-
image, therefore, usually “perceive others to be friendly and their attitude towards
them is outgoing and pleasant”. This positive behaviour thus “accounts, to a large
extent, for the positive response they get from others”.
Conversely, people with a negative self-image “often feel rejected because they
perceive others as unfriendly and, from the outset, they behave defensively. They
do not understand that it is their very behaviour that causes others to reject them”
(Du Plessis et al 2009:165).
46
CBC1501/201/1/2018
Option (3) is the best and most correct answer for this question. The logical and
practical phrasing of this answer exemplifies the theory best, as explained by Du
Plessis et al above. You cannot realistically expect people to treat you well and
like you if you constantly believe and act as if you are a victim. If you act like a
victim, you will eventually be treated like one. If a person with this outlook wants to
change their destiny, they will have to actively change their mindset and
behaviour, thereby no longer seeing themselves – and being seen by others – as
a passive bystander in their own lives. In other words, what you sow is what you
will reap.
Option (1) is incorrect, as this option is not really related to self-fulfilling

prophecies, which is what the question is about. Upon careful reading, you will
note that this option does not relate to a belief that you have about yourself – a
core element that is necessary for a self-fulfilling prophecy. This option has merely
taken some information from the scenario and presented it in a distorted way.
Logically speaking, although people can wish for good luck in life, they cannot
realistically sit around and do nothing while waiting for it to happen.
Option (2) is also an inappropriate answer as it gives only an example related to

the notion of self-fulfilling prophecies, which is not substantiated by facts. People
with a negative self-image could definitely feel that they just have to accept it
when their company fails to encourage them. But, in reality, they do not have to
accept it. If you are an active participant in your own life, a person with a strong
will, sense of commitment and positive self-image, you can rise above a situation
like this, even though the odds may seem to be against you. Remember that it is
not necessary for external forces to encourage you if you are a motivated person
by nature, as the rest of the world – including your company – will take note of this
and will hopefully follow suit.
Option (4) is a statement of fact that does not, in itself, refer overtly to the notion of
self-fulfilling prophecies. It is true that you will probably, at some point in your
working life, encounter such a situation as described in this option. However, this
probability will not become a self-fulfilling prophecy.
Lastly, option (5) is incorrect, as the start you get in life is not the only factor that
will determine your destiny. It is true that your upbringing has an impact on your
future, but you are always able to change your destiny as you go along.
Therefore, this option (which is stated in the form of an absolute fact) is incorrect.
47
4 SUPPLEMENTARY AND AEGROTAT EXAMINATIONS
Should you fail CBC1501 in Semester 1 and qualify for a supplementary

examination (i.e. obtain the sub-minimum requirement of 40% in the examination
and a final mark of at least 45% for the module), you will be allowed to write the
supplementary examination in October/November 2018.
Should the university grant you a supplementary examination, your semester

mark will NOT count towards your final mark. In other words, your examination will
constitute 100% of your final mark and you will have to achieve a mark of at least
50% in the supplementary examination in order to pass the module. However, this
arrangement will not affect students who write the aegrotat examination. (This
kind of examination is written by students who were ill on the day of the
examination and whose medical condition is confirmed by a valid medical
certificate.) The semester mark of these students will count towards their final
mark.
The supplementary and aegrotat examinations are based on the same syllabus
and module content that you study during the semester, but new information will
be incorporated and a new examination scope WILL apply. Therefore, please
contact your lecturers before you write the supplementary examination and ask for
the most recent tutorial letter pertaining to the supplementary examination.
If you fail CBC1501 in any semester and do not qualify for a supplementary
examination, you will have to reregister for the module in the next semester and
completely redo the assignments and the examination.
Should you be eligible for a SUPPLEMENTARY examination, you will have to

write it in October/November 2018.
Please contact the module coordinator/lecturer about a month before the
supplementary examination in order to receive a new tutorial letter applicable to
the October/November 2018 examination, as the tutorial letter that you are
reading now will no longer be relevant.
48
CBC1501/201/1/2018
5 CONCLUSION
We trust that you have found this tutorial letter helpful. We wish you success in
the rest of your studies and in the examination!
If you have any queries or need any advice, please feel free to contact us. You
are also more than welcome to send us an e-mail and we will respond as soon as
possible. Please join the Discussion Forum on myUnisa and follow us on Twitter
@CBC1501 as well!
Ashiya Abdool Satar
SOURCES CONSULTED
Du Plessis, D, Dowling, F & Steinberg, S. 2009. Money talks: communication in

business contexts. Johannesburg: Heinemann.

Communication in business contexts: Only study guide for CBC150. Pretoria.

Communication in business contexts: Tutorial Letter 101/3/2018 for CBC1501.
Pretoria.

Guidelines and information regarding your studies: Tutorial Letter
CMNALLE/301/3/2018. Revised edition. Pretoria.
49

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CBC1501/201/1/2018

Tutorial Letter 201/1/2018

Communication in business contexts

Department of Communication Science

This tutorial letter contains feedback on assignment 01 and 02 for semester 1

2.1 General comments 4

2.2 Answers and feedback 5

3.1 General comments 27

3.2 Answers and feedback 27

4 SUPPLEMENTARY AND AEGROTAT EXAMINATIONS 48

We hope that you have enjoyed your studies in Communication in Business

 Tutorial Letter 101/3/2018

 Tutorial Letter CMNALLE/301/3/2018

 Tutorial Letter 201/1/2018 (this tutorial letter)

Digital copies of all tutorial letters are available on myUnisa.

My contact details are as follows:

Mrs Ashiya Abdool Satar

Mrs Martha Malefo

2.1 General comments

IF YOU SUBMITTED THIS COMPULSORY ASSIGNMENT, YOU QUALIFY FOR

Assignment 01 for Semester 1 was due on 20 March 2018. The unique

2.2 Answers and feedback

The correct compilation and sequence of Assignment 01 is as follows:

TECHNICAL PRESENTATION [10 marks]

Please note that the Department of Communication Science has specific

Additional guidelines, specific to this course, are provided on myUnisa. In order to

The technical presentation criteria applicable to Assignment 01 are as follows:

You had to adhere to/incorporate five technical presentation requirements in your

Personal declaration of own work (2)

The wording of the declaration, which should be precise, is as follows:

I have read and understood Tutorial Letter CMNALLE/301/3/2018 regarding

Note that if the assignment is in electronic format (i.e. not handwritten), it is

The mark awarded for technical presentation is dependent on whether the

Table of contents (2)

Either of the following two formats is acceptable:

List of sources consulted (2)

The list of sources consulted should be arranged in alphabetical order and

The correct formatting and presentation of these sources are as follows:

Du Plessis, D, Dowling, F & Steinberg, S. 2009. Money talks: communication in

University of South Africa. Department of Communication Science. 2011.

University of South Africa. Department of Communication Science. 2018.

University of South Africa. Department of Communication Science. 2018.

If you require any additional information or explanations about any of the

Criterion 1: Format and layout (5)

Essay writing requires a thought process. Brainstorming and planning in writing

 No specific method is required, but you needed to provide evidence of

 An example of a brainstorming or planning process is a mind map, or a list of

Logical organisation (3)

Your structure should therefore comprise the following:

Criterion 2: Content (20)

Thereafter, you had to substantiate your viewpoint with relevant theory, as

Your argument had to be well structured, despite your position.

You had to discuss four aspects in the essay:

 Define groups and refer to the scenario provided.

 Mention that teams have definite goals.

(Source: Du Plessis et al 2009:179).

3.2 Leadership in groups: