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Q1— Section header —
1.1.1Laissez f aire correct spelling NOT essential (2\
1.1
1.1.3Boss has little input into day day decisi making People orientated environment means to leave alone Manager trusts staff to make good decisions e believes that staff has basic desire to work
1.2Willem overheard the house keeping staff complain ing about their wages being too low. (quotation marks do NOT count\ (2\
1.3dvantages icker than formal communication Warns manage ment of problems amongst staff Boosts a nd improves staff morale Less paper used Employees regard it as reliable and credible
1.4Corporate culture is a system of beliefs, values, customs and traditions shared by members of an organisation that make it unique and distinguish from other organisations.
1.5Structure of the organisation ultural background of employees Leadership/M anagement style
1.6.2Confident iality
1.6.3Consideration for others
1.6.4Professionalism
1.6.5
Q2— Section header —
2.1.1Quickly check s Facebook Looks for the cleaning supervisor up to Couple X s room t o see if the cleaning staff finished cleaning
2.1.2Cancel a fam s double room reservation Alert Thandi to return their depos Check the availability of cleaning staff (to avoid looking for them or their supervisor\ Check the availability of clean rooms (in c
2.2(3 (3\
2.3Use time control techniques Set a time schedul Evaluate how time is spent Identify and get rid of time wasters NOTE: NO marks for listing time control tech
Q3— Section header —
3.2Advertise goods and services
3.2.2Inform the public of newsworthy events
3.2.3Carrier/Promoter of culture Entertain/ Educ ate
3.2.4
3.3ersu ade consumers that it is the best supermarket and that it must take preference over others (2\
3.4False
3.4False
3.4.3True
3.4.4False
3.4.5
3.5efers to the credibility of the sender. Logos efers to the logical content of the message Pathos ppeals to the emotions of the receiver of the message NOTE:
Q4— Section header —
4.2Irritating non verbal behaviour (nervous gestures\ can be too distracting It is easier to watch a person s body language than to listen to their words. NOTE: For ONE mark, ca ndidates must indicate that non
4.3Continue making ey e contact with audience members throughout your speech. Eye contact shows confidence. Eye contact helps get and give feedback. NOTE: Candidates must indicate that eye contact with the audience is important.
4.4Tru
4.4False
4.4
4.515
Q5— Section header —
5.1The product of id eas, values and outlook which have been maintained and applied for a number of years. The accepted patterns of behaviour or the way of life of the members of a specific group which has been learned and handed down from generation
5.2Conflicting goals of communication Ethnocentricity Lack of tr ust Lack of empathy Stereotyping uilding trust Improving teamwork each
5.4.3(3 (3\
5.5.4