Question 1:

You have been asked to give advice on telephone technique to someone who is about to start their first job.

a) Describe FOUR factors to be considered in taking telephone calls.
b) Describe FOUR factors to be considered in making telephone calls.
c) What can be done to help employees who are not good at using the telephone?

Question 2:

You have been asked to write an article for your organization magazine specifically targeted at employees who are studying for qualifications. Your title is ‘How to make notes effectively?'. The article should be about 200 words in length and contain practical advice and examples.

Question 3:

The employees at Data Services, where you work in the personnel department, are unhappy about their conditions of service. You have been asked by your manager to form a group which will meet and investigate this problem.

a) What would you consider to be an effective group size and why?
b) Your first action is to call a meeting of this group. Give valid reasons for calling such a meeting.
c) You are to chair this first meeting. What preparations would you make to ensure that it is successful?