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UNIVERSITY OF CAMBRIDGE INTERNATIONAL EXAMINATIONS
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Cambridge International Diploma Standard Level
MARK SCHEME for the October 2008 question paper
CAMBRIDGE INTERNATIONAL DIPLOMA IN OFFICE ADMINISTRATION
5232
Communication and Task Management, maximum mark 100
This mark scheme is published as an aid to teachers and candidates, to indicate the requirements of
the examination. It shows the basis on which Examiners were instructed to award marks. It does not
indicate the details of the discussions that took place at an Examiners’ meeting before marking began.
All Examiners are instructed that alternative correct answers and unexpected approaches in
candidates’ scripts must be given marks that fairly reflect the relevant knowledge and skills
demonstrated.
Mark schemes must be read in conjunction with the question papers and the report on the
examination.
•
CIE will not enter into discussions or correspondence in connection with these mark schemes.
CIE is publishing the mark schemes for the October/November 2008 question papers for most IGCSE,
GCE Advanced Level and Advanced Subsidiary Level syllabuses and some Ordinary Level
syllabuses.
Page 2
Mark Scheme
Cambridge International Diploma – October 2008
Syllabus
5232
Section A
Task 1 (35 marks 3.2, 3.3)
ACCEPT OTHER SUITABLE ANSWERS
•
One advantage and one disadvantage of methods used to collect sales figures. (30 marks)
Post – Advantage needs no special equipment
Disadvantage can take a long time
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Fax –
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Advantage gets there quicker than post
Disadvantage equipment may break down
Email – Advantage fastest written communication system
Disadvantage – computer may get a virus
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Choice of any of three systems (1 mark)
One reason for choice (4 marks)
Post – everyone can use this system, no equipment necessary
Fax – can confirm that document has been received
Email – if using computer to compose report can incorporate without keying in
Almost instantaneous receipt
Confirmation of receipt
[4]
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Task 2 (22 marks 2.1)
ACCEPT OTHER SUITABLE ANSWERS
•
One reason why an agenda is sent out before a meeting. (5 marks)
Committee members can be prepared
Know what will be discussed
Idea of how long meeting will last
•
[5]
[5]
[5]
Three items which would normally appear on an agenda. (12 marks)
Apologies for absence
Minutes of last meeting
Matters arising from minutes
Any Other Business
Date and time of next meeting
•
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One reason why it might be important to have accurate recording of meeting. (5 marks)
ACCEPT OTHER SUITABLE ANSWERS
People who are absent will know what happened at the meeting
May need to be referred to in future
© UCLES 2008
[5]
[5]
Page 3
Mark Scheme
Cambridge International Diploma – October 2008
Syllabus
5232
Task 3 (27 marks 4.3)
•
Three ways of handling difficult callers. (15 marks)
ACCEPT OTHER SUITABLE ANSWERS
Be polite and patient
Listen to the caller without interrupting
Show interest and concern
Ask questions to find out what the caller wants
If unable to help let the caller know you will find someone who can
deal with the situation
Explain to the caller what you are going to do
•
[5]
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Four pieces of information to obtain when taking a call for someone else in your team. (12 marks)
Name of caller
Contact number
Organisation if appropriate
Message
If the caller will ring back or should they be contacted
[3]
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Task 4 (16 marks 1.1)
ACCEPT OTHER SUITABLE ANSWERS
•
Four qualities of a good team member.
Responsible
Efficient
Adaptable
Keep to deadlines
Motivated
Punctual at work and meetings
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Section B
Task 1 (18 marks 3.1)
•
One advantage of effective communication with customers. (6 marks)
ACCEPT OTHER SUITABLE ANSWERS
Gives organisation a good reputation
Customers will return
•
[6]
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Two disadvantages of poor communication with staff. (12 marks)
Staff are unsure of what they have to do
Staff are disorganised
Staff lose respect for line managers
May lose customers
[6]
[6]
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© UCLES 2008
Page 4
Mark Scheme
Cambridge International Diploma – October 2008
Syllabus
5232
Task 2 (30 marks 4.3)
•
Using the information given prepare a telephone message form and complete the details.
Form (18 marks) to contain – To, date, time, message, caller’s number and extension, caller’s
organisation, priority, signed by (2 marks per point)
Correctly completed (12 marks)
To
Date
Time
Message
Caller’s number
Extension
Priority
Caller’s organisation
Signed by
[1]
[1]
[1]
[3]
[1]
[1]
[2]
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Task 3 (28 marks 1.1)
•
List the order of completion of tasks (12 marks)
(b)
(c)
(d)
(a)
Health and Safety Meeting
Make telephone calls
Arrange computer awareness course
Read circulation list
[3]
[3]
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NB (c) and (d) could be interchangeable
•
One brief reason for each choice (16 marks)
(b) Health and Safety meeting has a set time
(c) It will take time to make 10 telephone calls which then have to be analysed and a report
completed
Probably the longest and most complicated task of the afternoon
(d) Important since it takes place in your absence but will not take up too much time
(a) Least importance, involves no other staff and no organising and can be put in internal mail on
way out
© UCLES 2008
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Page 5
Mark Scheme
Cambridge International Diploma – October 2008
Syllabus
5232
Task 4 (24 marks 1.1)
ACCEPT ANY OTHER SUITABLE ANSWERS
•
Two reasons why staff give agenda items prior to the meeting. (10 marks)
Know that that item will be discussed at the meeting
Rules of Organisation
Other staff can be prepared to join in the discussion
•
Two advantages of using an agenda during a meeting. (10 marks)
Gives the meeting an order in which items are discussed
All items are given time to be discussed
Unexpected items can only be discussed in AOB
•
[5]
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Purpose of Any Other Business as an agenda item. (4 marks)
Opportunity to inform the members of any urgent matters
Opportunity to bring an item to members’ attention which may be deferred to a later meeting
© UCLES 2008
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