Caterer Client Relations N5 — Memo
June 2019 — N5 — Caterer Client Relations
N5
2019
Nated Hospitality
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Q1— Section header —
1.1.10
1.2.1True
1.2.2True
1.2.3False
1.2.4False
1.2.5False
1.2.6False
1.2.7True
1.2.8True
1.2.9False
1.2.10
1.3.1emorandum
1.3.2Norm
1.3.3Protocol
1.3.4Stress
1.3.5Oral
1.3.6neself
1.3.7bjective
1.3.8acts
1.3.9ssertive
1.3.1030
Q2— Section header —
2.1.1Ika
2.1.2Are there rooms available on 24 December 2017
2.1.3Suzan
2.1.4No rooms available/F ully booked for December
2.1.5English/Language
2.1.6Telephone /Oral/D irect channel/Cell phones
2.1.7Poor telephone connection/T elephone conversation broke (7\
2.2.1Where the use of lang uage leads to miscommunication, e.g. the client can only speak French and the assistant only English or when words are mispronounced
2.2.2Barriers outside the sender and receiver e.g. aeroplane noise, poor telephone line, too loud music in the office
2.2.3motional or personality traits may prevent effective communication , e.g. a perso n is distracted by a problem at home or f eels nervous during the consultation
2.2.4physical disability , e.g. because of a cold Mary could not hear what the client was saying
2.2.5Messages are interpreted differently b ecause of different perceptions , e.g. because race li kes to go on cruises, she does t see the need for air travel
2.3.1The non verbal message
2.3.2
2.4.1Acoustic s emiology
2.4.2Bodily movements
2.4.3Kinesics/G estures
2.4.4General appearance
2.4.5
2.5Direct verbal communication occur s where the sender and receiver is communicating face to face e.g. the c lient is consulting the consultant regarding a trip to Europe.
Q3— Section header —
3.1Motives may be unconscious s difficult to identify motives Some habits be come beh viour (4\
3.2Posture When you stand, stand up straight with your shoulders square and your arms comfortably at your sides Stand naturally Keep your head and chin in line with your spine Stand comfortably Do not stand still but be loose and relaxed
3.3.1Sexual dimension
3.3.2Intellectual dimension
3.3.3Dimension of skill
3.3.4Psychological dimension
3.3.5
3.4Accepts himself/herself as he /she Capable of controlling emotions Sets realistic, attainable goals Prepared to take calculated risks and consequences
3.5Stressors are factors or conditions that cause strain (2\
3.6.1Emotions are observed by the nonverbal si gns/body language of the person and also t hrough body language and facial expression (1\
3.6.2When a person is cross they get red in the face and their eye will also convey the message. A shy person may blush. (3\ [30]30
Q4— Section header —
4.1.1You must be immaculately clean (hair, teeth, nails\, shower daily use deodorants/antiperspirants
4.1.2Stand up straight walk gracefully with confidence and do not slouch when sitting our posture must show confidence be alert and not too relaxed
4.1.3To be healthy means that you must eat regular well balanced meals an d get enough exercise and sleep hen ill con sult a doctor and
4.2.1ou will have to support the company managem ent and colleagues and clients, not criticise or gossip about them to the outside world.
4.2.2You must be on time for work, meetings and adhere to schedules and deadlines
4.2.3This means you take responsibility and are willing to experiment to improve performance and products and face up to unforeseen situations. (6\
4.3.1A man is introd uced to a woman outside of work. A t work consider their positions
4.3.2When a person has a distinctive or professional tittle, it should be mentioned when introducing the person.
4.3.3Know if the woman is using her husband' s surname f not, introduce each one by the surname he/she is using.
4.3.4Use your name and the name of the company where you are employed and shake hands.
4.4.1e convent ional laws of courtesy observed among members of the community prescribed norms of conduct
4.4.2
4.5.1The message must be audible and clear Nothing is more frustrating than having to struggle to make out what a caller is saying
4.5.2This is the speed at which you speak. T he tempo of a message should be slow
4.5.3
4.6Plan your call, determine the purpose of your call and the feedback you require. A ange your information logically Have all the relevant information at hand Dial the correct
Q5— Section header —
5.1.1You form an opinion of an unknown person just because he/she belongs to a certain group and believes that he/she has certain personality traits , e.g. a Roman catholic consultant do not like the person when he/she sees that he/she is a Muslim
5.1.2is b ehaviour where you tend not to deal with certain groups , e.g. as an American you prefer not to work with an Afrikaans speaking person
5.1.3It is the way you perceive the world and the way you beli eve things to be and to be done, b t it varies from person to pe rson and from nation to nation. What happens around the world influences us, b
5.1.4You associate a negative trait with a person just because that son belongs to a certain group e.g. Nigerians are not good business people (8\
5.2.1If a word is mispronounced or the accent is on the wrong part of the word, it is not articulated correctly and therefore the receiver will not be able to understand the message. ou must ensure that you know how to articulate the words correctly.
5.2.2Connotation i s the secondary and not the direct or literal significance of a word or phrase. It can easily be misinterpreted. Rather use the denotative or literal meaning of the message.
5.2.3In South Africa with 11 official languages, and as a service to international tourists a ll speaking different languages English should be used in the travel office. (6\
5.3Northern Sotho Lawyer egal adviso
5.4.1Some people, like W estern cultures see time and punctuality a very important. Time is money ther cultures like African and Mediterranean do not see time as that important. Tomorrow is another day
5.4.2Western cultures like to uphold a certain space when communicating and do not l ike other people t o move into their intimate zone . African and Middle astern cultures do not have a problem with other, even complete strangers
5.4.3These are bodily movements that convey a message. Many of these movements are culture specific and will be interpreted incorrectly by another culture or what the sender regards as an innocent gesture may
5.4.4eople working close together may feel threatened when they are crowded and conflict can arise (12\ [30]30
Q6— Section header —
6.1TELEPHONE MESSAGE To: Sarah From: Mrs Benedict Date: any date before 13 December 2017 Time:
6.2.1Technical skills refer to the ability to use uten sils or equipment with competence and to be able to perform a task
6.2.2
6.3Planning promotes co operation between vari ous departments and individuals. Planning compels managers to look to the future and to eliminate crisis management. Planning is important for effective utilisation of
Q7— Section header —
7.1People not rec eiving the same training at work Ineffective communication Working conditions or the nature of the job Long hours of
7.2A grievance procedure is followed when an employee is dissatisfied with the manner in which he/she is t reated b y management/employer, while a disciplinary action is launched by the management in reaction to misconduct
7.3bsenteeism esignation Strikes Decrease productivity Sabotage Do not repl ace sta ff that retire or resign
7.5Sexual harassment is any unwanted repeated ac tion/conduct of a sexual nature done or practiced by a female or male person (3\ 0] TOTAL SECTION B: GRAND TOTAL
Topics Identified
3
Forms of OwnershipLeadershipBusiness Plan
Mark Allocation
Sections30 + 30 + 30 + 30 + 30 + 30 = 180 marks
Key Information
Qualification TypeDiploma
Paper information
TitleMemo
SubjectCaterer Client Relations
LevelN5
Document typeMemorandum
Year2019
MonthJune
Pages10
Downloads3
Examination context
Decade2010s
Years ago7y
SeasonWinter (SH)
Start daySaturday
Exam periodJune 2019
Days since exam2,687
About Caterer Client Relations examination preparation
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