NZQA Assessment Support Material
Unit standard
3488
Title
Write business correspondence for a workplace
Level
2
Credits
6
Version
4
Assessor guidelines
Introduction
The following guidelines are supplied to enable assessors to carry out valid and consistent
assessment using this internal assessment resource.
As with all assessment resources, education providers will need to follow their own quality control
processes. Assessors must manage authenticity for any assessment from a public source,
because learners may have access to the assessment schedule or exemplar material. Using this
assessment resource without modification may mean that learners' work is not authentic. The
assessor/educator may need to change figures, measurements or data sources or set a different
context or topic. Assessors need to consider the local context in which learning is taking place and
its relevance for learners.
Assessors need to be very familiar with the outcome being assessed by the unit standard. The
performance criteria and the special notes contain information, definitions, and requirements that
are crucial when interpreting the standard and assessing learners against it.
Context/setting
This activity requires learners to show they can write memoranda and business letters for a
workplace.
Scenarios are provided for simulation for learners that do not have direct access to an appropriate
context for assessment – refer Resources 1 and 2.
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Level of performance expected
This is a level 2 standard. This means learners should be:

Using factual and/or operational knowledge of a field of work or study.

Applying known solutions to familiar problems and applying standard processes relevant to the
field of work or study.

Working under general supervision, taking some responsibility for their own learning and
performance and collaborating with others.
Conditions of assessment
Assessment can take place in an actual workplace or any other context using naturally occurring
evidence, or in a classroom context. The scenarios in Resources 1 and 2 provide a guide about the
sorts of situations and correspondence that are suitable for assessment. Ideally, people will be
assessed in a real-life context using naturally occurring evidence.
Where a real-life context is not available, assessment can take place in a simulated situation.
However, the conditions of this simulation must reflect as closely as possible the situation that is
being assessed - for example, the level of detail provided in the scenario and the nature of the
memoranda or business letter required. Assessors should find scenarios as close as possible to
the experiences or interests of learners as is reasonably and practicable.
Although it is likely that in a real workplace, all memoranda and letters would be word processed, it
is not a requirement of this unit standard that memoranda or letters be word processed. A blank
memorandum sheet is included for use where word processing is not possible.
Learners must be given an opportunity to edit and proof read their own work; the assessor should
not contribute to proof reading and editing. Drafts should be included with the final copy to verify
authenticity and confirm that proof reading and editing was carried out without assistance.
Where naturally occurrence evidence (such as memoranda and letters generated in a real
workplace) is provided for assessment, workplace verification should be provided to confirm that
the correspondence is entirely the work of the learner, and meets the requirements of the particular
workplace. Note that the correspondence would still need to be assessed against any other criteria
in the standard (refer Assessment Schedule).
Two memoranda are required – these can be from writing a routine report, requesting information,
making an announcement, or providing information. Each memorandum must be of a different sort:
ie, two memoranda requesting information would not meet standard requirements. Note that a
memorandum is an internal document.
Two letters are required – these can include a letter of explanation, letter of enquiry, letter
providing comprehensive and detailed information, letter responding to a complaint. Other
business letters are also acceptable but two different types are required: ie two letters of enquiry,
even if the nature of enquiry is different, would not meet standard requirements.
Information included in that correspondence must accurately reflect the sort of response that would
be provided in that workplace. For example, a letter should not offer a refund if that would not be
the usual business protocol for that workplace.
Resource requirements
Documented policies and procedures or established protocols for workplace performance.
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Verification of authenticity of naturally occurring evidence collected from a
workplace for assessment of unit standard 3488 – Write business
correspondence for a workplace
For this unit standard learners are expected to produce two memoranda and two letters for a
workplace. Correspondence generated by the learner in a workplace in which the learner is either
employed or on work experience must:
 Be in a format that is applicable to that workplace.
 Use information and content that is accurate in detail and acceptable in that workplace.
 Use vocabulary and tone that fits the situation, occasion, subject matter and intended
recipient(s) of the correspondence.
 Be written, proof read and edited by the writer (learner) without assistance.
Please sign the workplace verification below if you agree that the above criteria have been met.
Workplace verification
I confirm that correspondence written or drafted by ________________________________ (name
of learner) is their own work, and fully meets our workplace requirements as outlined above.
Signed: __________________________
Dated: _____________________________
Name: __________________________
Position: __________________________
Workplace: _________________________
Supporting comments:
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Resource 1 – Memoranda for a Community Health Clinic
Scenario
You work for the Redwood Community Health Clinic as an administrative assistant.
The Clinic Management committee applied for additional funding which has now been granted by
the local District Health Board. As a result of the additional funding the clinic will now hold two extra
free clinics each week. Both clinics will offer the existing clinic services.
One clinic is targeted at young people, aged 16-20, and will be held on Mondays 4.30pm until 8pm.
Appointments will not be required for this clinic.
The second clinic will be held on Thursday mornings and is targeted at women only. Women will
have to make an appointment in advance for the clinic.
Memoranda required
The Clinic Practice Manager asks you to write two memoranda:
1
An announcement to the General Management committee to advise that the funding has
been approved and request that consideration be given to developing publicity targetted at
local media outlets, libraries, youth centres, community agencies schools etc to publicise
the new clinics and arrangements.
2
A request to the clinic’s eight community nurses to ask them to provide six dates during the
next six months when they will be available to staff the clinic so that a roster of shifts can be
drawn up. The responses are needed by next Monday so that the practice can find
additional staffing if necessary.
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Resource 2 – Letters of complaint
Scenario 1
Safe as Houses security firm
You work in the offices of Safe As Houses, a security firm offering installation and monitoring of
home and company security alarms. The firm employs 25 security officers who work on a roster to
ensure 24/7 cover. Your responsibilities at work include acknowledging and responding to all
inward correspondence.
Burglar alarm systems are programmed to “communicate” with monitoring centres across landline
telephones. If the monitoring centre receives a message that the alarm has been triggered they
contact the homeowner to ask for instructions to send a guard company to respond to the alarm.
Monitoring companies also receive a daily test signal from the alarm to confirm the alarm is still
working. If the daily test does not work and the company cannot contact the homeowner by
telephone a standard letter of enquiry is sent out to determine why that landline communication is
no longer working. Typical reasons this might occur include the homeowner has moved, changed
phone numbers, or got rid of their landline.
Alarm monitoring charges are based on a monthly fee plus additional charges for extra
maintenance work. Customers may complain at the unexpected costs associated with repairing
faults on older systems.
Instructions
As the administrative assistant, your team leader asks you to draft all outward correspondence.
Letter of enquiry
Write a template letter that can be sent to account holders when alarm is no longer communicating
with the monitoring centre and efforts to contact the homeowner by telephone have failed. One of
the purposes of this letter is to ensure that business with that account holder continues.
Letter 2
Write a template letter that can be used as the basis for responding to complaints about increases
to monthly monitoring charges and costs associated with maintaining and repairing faults
associated with older style alarms.
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Scenario 2 – Mountain View Retirement Home
You are working in the offices of the Mountain View Retirement Home. One of your roles is to draft
all letters of correspondence.
The home has about 150 residents, aged between 65 and 95 and employs 45 staff in a wide
variety of different jobs including care assistant, cleaners, catering staff, reception and
administration, gardening etc. Many of your staff do not have any formal qualifications.
At a recent staff meeting, someone asked if it would be possible to get some on-job training for all
staff towards achieving workplace qualifications. You talk to the HR manager and you both agree
that this is an idea worth investigating. What training might be offered will depend on a number of
factors that include costs and if training and assessment can be delivered in the workplace. As a
first step, you approach the local polytechnic asking them to visit you at the home to discuss a
proposal for a staff training programme that might commence at the start of the following year.
Recently there was a norovirus outbreak amongst the residents which required the home to be
closed to all visitors apart from doctors and nurses for a period of ten days. When these outbreaks
occur, the usual practice is for the home to post a note on the website to advise that the home is
closed. You receive an angry phone call from Peter Robinson, the son of a resident. During the
norovirus outbreak he drove two hours from Dunedin to visit his mother on her 90th birthday, with
his wife and two children. He did not know that the home was closed and was very concerned
about his mother’s health. He was also angry at the cost of petrol incurred and the time wasted in
making the trip.
Letter of enquiry
Write a letter to the Academic Manager of the local polytechnic requesting an appropriate person
to contact you to arrange a meeting to discuss a proposal for the training programme. Include in
your letter any detail relevant to the meeting.
Letter of complaint
Write a letter to Mr Robinson acknowledging his complaint and to apologise that he was not
contacted about the outbreak. (His mother was not one affected by the illness.)
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MEMO
To:
From:
cc:
Date:
Re:
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Assessment Schedule
Unit standard
3488
Title
Write business correspondence for a workplace
Level
2
Credits
Evidence requirements
6
Evidence for achieved
Version
4
Judgements for achieved
Element 1
Write memoranda for a workplace.
Range
any two of – write a routine report, make a request for information, make an announcement, give instructions, provide information.
1.1
1.2
1.3
1.4
The format, content, and context of the
memoranda are applicable to a workplace.
Information presented is accurate in detail,
clear in meaning, ordered in a logical
sequence, and relevant to the context.
Vocabulary and tone fit the situation,
occasion, subject matter, and audience.
Two memos are written.
See sample memos for examples of business
memos contextualised to a social and
community care workplace.
Workplace verification of authenticity – for
memoranda generated in a real workplace.
Two memos are written for two different
purposes from: a routine report, making a
request for information, giving instructions or
providing information.
Correspondence generated in the workplace is
verified as the learner’s own and as meeting
workplace requirements; verification is signed
and dated by someone in a supervisory role
with appropriate level of responsibility to confirm
this.
Any punctuation, spelling, and/or
grammatical errors do not appreciably
affect the intended message.
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Both memos are written for internal business
communication purposes.
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Element 2
Write business letters for a workplace.
Range
letters may include but are not limited to – letter of explanation, letter of enquiry, letter providing comprehensive and detailed
information, letter responding to a complaint.
2.1
2.2
The format, content, and context of the
letters are applicable to a workplace.
Information presented is accurate in detail,
clear in meaning, ordered in a logical
sequence, and relevant to the context.
2.3
Vocabulary and tone fit the situation,
occasion, subject matter, and audience.
2.4
Any punctuation, spelling and/or
grammatical errors do not appreciably
affect the intended message.
Two letters are written.
See sample letters for examples of business
letters contextualised to a social and community
care workplace.
Workplace verification of authenticity – for
letters generated in a real workplace.
Both letters are written for two different
workplace communication purposes
Correspondence generated in the workplace is
verified as the learner’s own and as meeting
workplace requirements; verification is signed
and dated by someone in a supervisory role
with appropriate level of responsibility to confirm
this.
Memos and letters must meet all of the
performance criteria:
– Format, content and context are applicable
to the workplace.
– Information presented is accurate in detail,
clear in meaning, ordered in a logical
sequence, and relevant to the context.
– Vocabulary and tone fit situation, occasion
and subject matter and audience.
– Any punctuation, spelling and/or
grammatical errors do not appreciably affect
the intended message.
Judgements should be holistic, rather than based on a checklist approach.
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Sample answers for unit standard 12382
MEMO
To:
Members of the General Management Committee
From:
G Carlyle, Clinic Practice Manager
cc:
Date:
15 April 2013
Re:
Success of funding application to District Health Board
Members of the General Management Committee will be aware that an application was
made to the District Health Board for additional funding to support two free clinics – one for
young people aged 16-20 and one for women.
I am pleased to inform you that this application has been successful.
Could the General Management Committee please consider and approve the attached
arrangements for a publicity campaign to publicise the new clinics and arrangements via
local radio, libraries, youth centres, and community agencies schools.


The youth clinic will be held on Mondays from 4.30pm-8pm – no appointments needed.
The women only clinic will be held on Thursday mornings –appointments must be
made in advance with the practice nurse.
Please contact me (ext 433) if you need any further information.
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MEMO
To:
Community Nurses
From:
G Carlyle, Practice Manager
cc:
Date:
15 April 2013
Re:
Request for additional roster shifts for new clinics
You may be aware that an application was made to the District Health Board for additional
funding to support two free clinics – one for young people aged 16-20 and one for women.
This application has been successful.
So - can you provide me some dates when you might be available to be rostered on for duty
at these clinics during the next six months please?

The youth clinic will be held on Mondays from 4.30pm-8pm. Note that appointments are
not needed so the take-up on a weekly basis will be unpredictable.

The women only clinic will be held on Thursday mornings –appointments must be made
in advance with the practice nurse.
Let me know by next Monday 22 April 2013 of any dates during the next six months when
you would like to be considered to be rostered on for duty. Email me or leave a message on
ext 433.
Thanks
Glenda
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Mountain View Retirement Home
43 Mountain View Road, South TOWN 2387
Tel: 03 494 4949
email: info@mountainview.co.nz
24 February 2013
Anne Murray
Academic Manager
The Local Polytechnic
24 The Highway
South Town 6190
Dear Anne
2013 Staff development programme at Local Polytechnic
At a recent staff meeting there was some discussion amongst staff about the
possibilities of arranging some training linked to the achievement of workplace
qualifications.
The purpose of this letter is to ask you to meet with myself and two staff
representatives, here at the Care Home, to discuss some options for delivering
training for our employees.
In order to progress this further we would need information about factors such as
qualifications that might be achieved, the balance of off-job and on-job training, how
long it would take to complete qualifications and costs. All training and assessment
would need to be delivered via the workplace. If we can agree the details of the
training, we hope to have the training programme commence at the beginning of
next year.
Please do contact me by email or phone using the contact details above to agree a
suitable time for you to meet with the staff members responsible for implementing
staff training. We look forward to meeting you.
Yours sincerely
Jenny Dash
Team Leader – Administration
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Mountain View Retirement Home
43 Mountain View Road, South TOWN 2387
Tel: 03 494 4949
email: info@mountainview.co.nz
24 February 2013
Peter Robinson
26 St James Avenue
South Town 6190
Dear Peter
We received your letter of complaint today regarding your recent visit to our Care
Home.
As you are aware it is our usual practice to contact immediate family members when
Mountain View is closed for reasons such as outbreaks of norovirus. It appears that
in this case, an initial attempt to contact you by telephone was unsuccessful and no
further attempt was made during a change in shifts.
Fortunately your mother was not one of the residents who contracted the illness
during the recent outbreak and she remains in good health and spirits.
Your feedback is important in helping us continue to monitor and improve our care
for our residents and their families and friends. I do apologise for the stress and
inconvenience caused to you and your family.
Yours sincerely
Jenny Dash
Team Leader - Administration
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