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UNIVERSITY OF CAMBRIDGE INTERNATIONAL EXAMINATIONS
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Cambridge International Diploma Advanced Level
MARK SCHEME for the October 2008 question paper
CAMBRIDGE INTERNATIONAL DIPLOMA IN OFFICE ADMINISTRATION
5242
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
5242
Section A
Task 1 (33 marks 3.3)
• Using the letterheaded paper and the information provided answer the enquiry made by a client.
Letter set out with date, inside address, salutation, subject heading, complimentary close,
designation, enclosure
[14]
Letter to include:
Introduction
The date of next course
Apologise for cancelling original course
Apologise for unsuccessful attempts at mailing contact
Does Mr Lee Sung wish to be booked onto next course
Enclosure of details of hotel accommodation
Closing sentence
[2]
[3]
[3]
[3]
[3]
[3]
[2]
Task 2 (26 marks 2.2)
ACCEPT OTHER SUITABLE ANSWERS
• Discuss the reaction of strong and weak team members to role change. (16 marks)
NB: For full marks candidates must include some discussion in their answer. List or points
maximum of 4 marks.
Strong members – sentence/paragraph to include an opportunity to develop or show skills, a chance
of promotion, these team members will be enthusiastic and ready for a new challenge
[8]
Weak members – sentence/paragraph which may include that they see it not as a challenge but are
fearful of what they will be asked to do and feel that they may not be able to do the work which may
result in job loss
[8]
• What help may be offered to weaker team members to overcome their anxieties. (5 marks)
Training
Support in form of regular individual meetings
In project work place with a strong team member
[5]
[5]
[5]
• Describe one step you would take to raise team spirit. (5 marks)
A social event
Team building weekend
Incentives
[5]
[5]
[5]
© UCLES 2008
Page 3
Mark Scheme
Cambridge International Diploma – October 2008
Syllabus
5242
Task 3 (25 marks 1.1)
ACCEPT OTHER SUITABLE ANSWERS
• Give four reasons why team briefings are important. (16 marks)
Enhances team communication
Strengthens team relationships
To agree objectives
To judge achievement of objectives
Outlining methods of achieving goals
[4]
[4]
[4]
[4]
[4]
• Three methods to ensure team members are completing the agreed actions. (9 marks)
Report back to colleagues/senior administrator at regular meetings
Manual or electronic completion of checklists
Observation
Daily individual updating on progress
[3]
[3]
[3]
[3]
Task 4 (16 marks 4.2)
ACCEPT OTHER SUITABLE ANSWERS
• Discuss four ways you can improve your listening skills in meetings which are dull and
uninteresting.
This should be discussed in sentence format and include, taking notes, concentrating, summarising,
organising your surroundings e.g. away from someone who would distract you, appear interested, see
benefits of what is being talked about
[16]
NB: If completed as a list 2 marks for each point made to a maximum of 8 marks.
© UCLES 2008
Page 4
Mark Scheme
Cambridge International Diploma – October 2008
Syllabus
5242
Section B
Task 1 (24 marks 1.1, 1.3)
ACCEPT OTHER SUITABLE ANSWERS
• Discuss 4 actions which might be taken for a project to be completed on time.
Must be in sentence format and not listed points and include:
Refer to Senior Management for extra time
Refer to Senior Management for additional help
Ask team to work overtime
Team not to complete any routine tasks
Telephones to be put on voicemail
[6]
[6]
[6]
[6]
[6]
If list of points only 3 marks for each point to maximum of 12 marks
Task 2 (24 marks 3.3)
• Prepare a document which sets out the structure of a report.
ACCEPT OTHER SUITABLE HEADINGS
Report Title
Introduction
Findings
Conclusions
Recommendations
Name
Designation
Date
[3]
[3]
[3]
[3]
[3]
[3]
[3]
[3]
Task 3 (28 marks 2.3, 4.2)
• Explanation of how to deal with an unacceptable suggestion from a member of your team.
ACCEPT OTHER SUITABLE ANSWERS
The sentences/paragraphs should contain:
A face to face meeting rather than a written reply which shows that you have taken time out to discuss
the situation
[7]
Explain why the changes would not work/be practical; this indicates that you have given it some
thought
[7]
Praise team member for effort
[7]
Ask for future contributions which shows that you value their suggestions
[7]
NB: List of points only 3 marks per point to maximum of 12 marks
© UCLES 2008
Page 5
Mark Scheme
Cambridge International Diploma – October 2008
Syllabus
5242
Task 4 (24 marks 3.1)
• Three directions that communication should flow in an organisation. (12 marks)
Vertical/downwards
Upwards
Horizontal/across
[4]
[4]
[4]
For each direction give an example to show how this would help the flow of communication
(12 marks)
Vertical – is used by managers to send messages/instructions to their subordinates. This is a top to
bottom method and feedback is not usually expected from the receiver
[4]
Upwards – is used by subordinates to send messages to their managers. This type of channel is
normally encouraged by management as it is a way of staying in touch throughout the organisation. It
gives subordinates a chance to participate in the activities and the decision making of the organisation [4]
Horizontal – are used when communication takes place between departments or individuals working
at the same level of the organisation. This can be a formal or informal way of communication such as
discussions. This type of communication will help managers solve common problems and share
experiences
[4]
© UCLES 2008