LCCI International Qualifications

English for Business

Level 2

Model Answers
Series 2 2012 (2041)

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English for Business Level 2
Series 2 2012

How to use this booklet

Model Answers have been developed by EDI to offer additional information and guidance to Centres,
teachers and candidates as they prepare for LCCI International Qualifications. The contents of this
booklet are divided into 3 elements:

(1) Questions reproduced from the printed examination paper

(2) Model Answers summary of the main points that the Chief Examiner expected to
see in the answers to each question in the examination paper,
plus a fully worked example or sample answer (where applicable)

(3) Helpful Hints where appropriate, additional guidance relating to individual

questions or to examination technique

Teachers and candidates should find this booklet an invaluable teaching tool and an aid to success.

EDI provides Model Answers to help candidates gain a general understanding of the standard
required. The general standard of model answers is one that would achieve a Distinction grade. EDI
accepts that candidates may offer other answers that could be equally valid.

Education Development International plc 2012

All rights reserved; no part of this publication may be reproduced, stored in a retrieval system or
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without prior written permission of the Publisher. The book may not be lent, resold, hired out or
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published, without the prior consent of the Publisher.

ASE2041/2/12/MA Page 1 of 17
QUESTION 1

Answer ONE of options (a), (b) or (c):

Option (a)

Situation

At a recent meeting of the Management Committee at the Head Office of Citigate Bank, 12-18 Wellington
Street, Perth 6000, Western Australia, the main item on the agenda concerned the difficulties most
frequently reported by customers.

Here is part of the discussion:

You: I dont think there can be any doubt about the problem that is reported most
often: customers are still unsure how to use their debit card in shops ... what we
often call chip and PIN payment. Questions are so often asked about it that I
think we need to write a leaflet explaining the system. We can then send the
leaflet to all our customers.

Rachel: That was done when chip and PIN was first introduced.

You: I know ... but I think we still need to send a new set of instructions to our
customers setting out the process as clearly as possible. You know ... written in
good English ... in sentences ... and the message in a logical order.

Marion: I agree. I too am never quite sure how to do it and I have worked for the Bank for
12 years! The leaflet would help me ... as long as it is really clear and mentions
what to do, if something goes wrong.

Chairperson: (Laughs) ... Well, I think that makes the need very apparent! If Marion has
problems ... we really must sort them out.

(Everyone laughs and you are asked to write the leaflet.)

Here are your notes:

Shops have small machine: a card reader ... put card into card reader (you or shopkeeper).

After PIN entered instructions come on screen do what they say!

(Possibly I need to describe what card reader looks like different kinds BUT key pad = like a cash
machine,,,)

Enter PIN (personal Identification number) = set of secret numbers ... Numbers are shown as asterisks
**** on screen. MISTAKE ... press CLEAR ... try again.

Wrong 3 times ... you cant use card until you phone us: 08 9325 1478.

(I MAY ADD INFORMATION TO THAT GIVEN IN THESE NOTES or omit information.)

Task

Write the leaflet.

(40 marks)

ASE2041/2/12/MA Page 2 of 17
QUESTION 1 CONTINUED

Option (b)

Situation

The Hotel and Tourism Journal, an English language magazine published internationally, has recently
received letters from its readers discussing the factors that make a hotel popular and profitable. The
Editor decides to ask readers to enter a competition on the topic.

The spring-summer edition of the magazine carries the following advertisement:

Which factors contribute most to the success of a hotel?

Recently we have published letters written by our readers discussing what makes
a hotel become a flourishing, well-liked business.

Various arguments have been made about the importance of, for example:
location, service,
cleanliness, smartness,
cost, trained staff,
care of guests,
range of facilities
comfort, quality of food.

Because of the many letters we have received on the subject,

we invite our readers to write an article on the subject of:
Which factors contribute most to the success of a hotel?

Please remember that you can discuss any points you wish,
not necessarily those we have already mentioned.

The article should be about 4 or 5 paragraphs long.

Send us your entries by the end of this month
and try to win a 3-year subscription to The Hotel and Tourism Journal.

Task

Write the article.

(40 marks)

ASE2041/2/12/MA Page 3 of 17
QUESTION 1 CONTINUED

Option (c)

Situation

Mr Seamus Reardon, Chief Publicity Officer of Emerald Supermarket Group, gives you the following
leaflet. He says, The Emerald Excellent Service Award was discussed by the Directors yesterday, and I
have written a first draft of a leaflet that will be given to all customers as they enter one of our stores.
Please, will you write a memo to all branch managers telling them of the scheme, what it is, how it will
be organised etc? Stress the benefits: publicity, staff morale, customer involvement etc ... Whenever you
can, avoid copying directly from the leaflet. I know you might need to copy some words and phrases, but
it is only a draft leaflet, not a final version! ... Ask the branch managers to discuss the idea with their staff
and to let me have any comments and questions as soon as possible.

EMERALD SUPERMARKET GROUP

Head Office Barker Street Cork City Ireland

First Draft of possible leaflet Seamus Reardon

WHO SERVES YOU BEST?

Thank you for shopping at an Emerald Supermarket. We want to ensure that every time you visit one
of our Supermarkets you have a great experience. To promote this we ask you to help us by
nominating a member of our staff each month for the Emerald Excellent Service Award.

We want you to choose a staff member from any of our Emerald Supermarkets who you think has
exceeded your expectations by being extra pleasant and extra helpful.

We are asking you to nominate a member of Emerald staff who:

- makes you feel like a valued customer
- provides helpful advice and guidance.

All you need to do is to fill in the voting slip at the bottom of this leaflet and put it in the special box at
the entrance to the store. All staff wear name badges so that there should not be a problem in
identifying them.

Each month all customers voting slips will be entered into a lucky draw to win a shopping voucher for
500 Euros. We expect to make the first award and the first draw in August 2012.

------------------------------------------------------------Tear off here------------------------------------------------------------

Your name and address

..........................................................................................................................................

I nominate ....................................................... of ..................................... Emerald Supermarket for the

Emerald Excellent Service Award. Signed........................................ Date ......................

Task

Write the memo.

(40 marks)

ASE2041/2/12/MA Page 4 of 17
MODEL ANSWER TO QUESTION 1 (All options)

Understanding of Requirements of Question 5

Format (including Layout) 5
(10 marks)
Understanding of Requirements of Question

Candidate seems not to understand requirements of question 0

Considerable misunderstanding/wandering 1 fail
Signs of understanding but not adequate for the task 2 borderline fail
Adequate, standard response to task set/recognises
line of argument (detail not necessary) 3 pass/credit
Sound /only very minor omissions/wanderings 4 credit/distinction
Successful completion of all requirements/details of task 5

Format (including Layout)

No suitable format 0
Format is just recognisable but does very little to help clarity 1 fail
Recognisable format that begins to help clarity of message 2 borderline fail
Format helps to make message clearer 3 pass/credit
Format is sound (paragraphs, white space etc) 4 credit/distinction
Format is very good and is a definite aid to communication 5

Selection, Structure and Organisation of Content

(10 marks)
Inapt copying OR no recognisable pattern of communication 0/1
Content selection and line of thought are both inadequate 2/3 fail
Content selection OR organisation is inadequate 4 borderline fail
Selection and organisation of material just acceptable 5 borderline pass
Message is clear, reasonably selected and organised 6/7 pass/credit
Sound selection, organisation and fluency 8/9 credit/distinction
Successfully organised, very fluent structure 10

Communication (Vocabulary and Grammatical Structure)

(10 marks)
Communication does not take place OR very heavy lifting 0/1
Some (occasional) recognisable message/inapt heavy lifting 2/3 fail
Message is not adequately communicated 4 borderline fail
Communicates (simple, connected text) despite weaknesses 5 borderline pass
Message communicates 6/7 pass/credit
Generally sound use vocabulary and grammar 8/9 credit/distinction
Very good vocabulary and grammar 10

Accuracy (Spelling, Punctuation, Grammar)

(10 marks)
Errors prevent communication throughout/very heavy lifting 0/1
Errors prevent communication in parts of answer/heavy lifting 2/3 fail
Errors impede easy communication/some (considerable) lifting 4 borderline fail
Errors may be numerous but do not prevent communication 5 borderline pass
There are errors but they do not impair communication 6/7 pass/credit
Occasional errors but communication is not hindered at all 8/9 credit/distinction
Very occasional/or no errors 10

(Total 40 marks)

ASE2041/2/12/MA Page 5 of 17
MODEL ANSWER TO QUESTION 1
Chief Examiners Comments

Q1(a) LEAFLET

NOTE clear instructions

good English
in sentences (accept appropriate use of bullets etc)
logical order

CONTENT almost certainly needs apt mention of

debit/credit card
chip and PIN
card reader
key pad
PIN shown as asterisks
follow instructions from screen
if error, press CLEAR
3 tries and then card locked
phone 08 9325 1478

Q1(b) ARTICLE

Accept any valid argument.

Expect paragraphing.

4 or 5 asked for be flexible as long as paragraphing is aptly performed (eg there should not be many
single sentence paragraphs)

Q1(c) MEMO

The need to change the recipients of the messages (leaflet and memo) and the consequent need to
change subjects, verb forms etc, are attempts to make inappropriate copying less likely and for it to be
more obvious when it is done.

To Branch Managers
From Candidate
Date Appropriate
Subject Appropriate

NOTE specific instructions re copying

For high content marks, the memo must include some outline of
- benefits of scheme
- scheme and its operation
- discussion of idea with staff
- comments etc to Seamus Reardon.

ASE2041/2/12/MA Page 6 of 17
MODEL ANSWER TO QUESTION 1 (a)

A possible answer is:

CITIGATE BANK
12 18 Wellington Street Perth 6000 Western Australia
Dear Customer

Chip and Pin usage is becoming more and more essential in everyday transactions. As part of
Citigates continued service to you, we think that now may be a good time to reiterate the simple
procedure for using your credit or debit card to pay for goods and services in shops, stores,
hotels, restaurants etc.

Using your chip and PIN card

When you pay, your card will need to be inserted into the retailer's card reader. You may be
asked to do this, or the retailer may offer to do it for you.

There will be a key pad (like at a cash machine) for you to enter your PIN. All you have to do is
to follow the instructions given on the screen.

By entering your PIN you're agreeing to pay the amount shown, which you check is correct.

You'll never see your PIN as you enter it. For security reasons it will always appear as asterisks
(****).

If you make a mistake, simply press 'CLEAR' and try again.

In hotels, you'll normally be asked to enter your PIN when you check in, and you should be
shown an estimated amount for your bill. If the amount is significantly different when you check
out, you'll probably be asked to enter your PIN again.
If you get your PIN wrong
Don't worry - you've got three chances to get it right.

However, if you get it wrong three times in a row, your PIN will be locked. This stops anyone who
might have stolen your card from having more guesses.

If your PIN is locked, phone 08 9325 1478. We shall ask you some security questions, and then
we shall tell you how to unlock the PIN.

Remember that in the interests of your own security, we never reveal a PIN number over the
phone.

If you have any questions, or if you need further advice on this or on any other aspect of your
banking with Citigate, please phone us on 08 9325 1478. Our advice team is available to you 24
hours of every day of every year.
A. Candidate (Chief Customer Adviser)
Citigate Bank Dated

ASE2041/2/12/MA Page 7 of 17
MODEL ANSWER TO QUESTION 1 (b)

A possible answer is:

A successful hotel must offer excellent staff, and excellent performance

Too many hoteliers believe that, to be successful, they need to buy the latest technology and offer every
conceivable, modern amenity. I agree that such facilities are very pleasant additions to what an hotel
offers, but on their own they will never make an hotel popular and successful, To argue that they do is
similar to arguing that a car is a good one because its air-conditioning is brilliant and its entertainment
pack offers the most up-to-date music centre that it is possible to have. However, surely first of all you
need a car engine that works? It is a fact that all the amenities and technological gadgets in the world
wont make a poorly-run hotel into a well-run one, unless they are accompanied by an improvement in
more basic guest services

The front desk is a guests first impression of the hotel. Even before a receptionist speaks, the guest
forms an opinion of the hotel. It is not old-fashioned to believe that casually dressed reception staff
cannot be an acceptable alternative to a well designed corporate uniform. Name-tags are further simple
methods of impressing a guest as soon as he or she enters the hotel. If they are confident enough to let
me know who they are, the chances are that they will offer good service. Hoteliers also must teach their
staff the basics of guest services: Make eye contact. Smile! Greet every guest. Try to remember names.
Dont express frustration in front of the guest. Do everything possible to make the guest feel important
and valued.

Guests main expectations are: cleanliness, comfort, and convenience. Cleanliness is the top priority.
Guests will not accept stained carpets, worn bed linen or threadbare towels. The most essential purpose
of any hotel is offering a good nights rest. If you are a hotelier, and are unsure if you meet such a
fundamental need, try sleeping in the beds that you offer to guests. Ask yourself if you would be happy to
pay good money to sleep in such a bed. In-room comfort is important to the traveller and holidaymaker.
Make sure the rooms are well lit. Is the lighting where the guest needs it? Are the chairs you provide
comfortable? Convenience is important too. Does a guest have to reach behind furniture to plug in a
mobile phone? Think like a guest, and look at your rooms like a guest.

Todays guests are faced with more choices and levels of quality than they ever thought possible.
However, the hotel that maintains an excellent, fundamental product (a good nights rest) usually
succeeds in not only sustaining profitable occupancy levels; it has also succeeded in taking business
from apparently more modern competitors. Why? The winning hotel has ensured that its product meets
and exceeds guest expectations in terms of what a hotel must offer, rather than attempting to offer
incidentals.

Remember, the best way to improve guest services is to start thinking like a guest.

ASE2041/2/12/MA Page 8 of 17
MODEL ANSWER TO QUESTION 1 (c)

A possible answer is:

To Branch Managers of Emerald Supermarket Group (ESG)

From Alana Candidate (Head Office)
Date Appropriate
Subject Introducing the Emerald Excellent Service Award

To help ESGs aims of gaining good publicity for the Group, increasing staff morale and involving
customers directly in the analysis of our service to them, our Directors have decided to organise a
monthly competition to recognise a member of Emerald Supermarket Groups staff as having helped
customers in an exemplary way. As yet, the nature and form of the Award is undecided, but it is expected
it will match the prestige of the Award. The first month of the award will be August 2012.

The way in which the Award will be organized is very simple:

As they enter one of our stores, customers will be given an explanatory leaflet and voting
slip.
The voting slip asks customers to nominate a member of our staff for the Award.
Customers are invited to judge their nominees on the willingness of staff to go an extra mile by
way of their demeanour, service, advice and help.
At the exit to the store there will be a voting-box in which customers can post their nominations.

The Directors ask you to discuss the competition with all staff. Please forward any suggestions,
concerns, or questions directly to Seamus Reardon at Head Office.

To encourage customers to become involved, we are offering each month a voucher for 500 Euros in a
lucky draw of the voting slips.

We hope that we shall all benefit from this new project and that we shall receive unanimous support for it.

ASE2041/2/12/MA Page 9 of 17
QUESTION 2

Situation

You are employed in the Logistics Department of Raven Valley Buses and Coaches (RVBC). RVBC is a
company that organises regular bus and coach services in the Raven Valley area of Shropshire.
Your job is to arrange the routes as efficiently as possible and you deal with complaints from the public.

Today you receive this letter:

17 Hollyhedge Lane
Ravenstown
Shropshire
29 March 2012 RN4 3GD

RVBC
Riverside Way
Ravenstown
Shropshire
RN2 6HJ

Dear Sir or Madam

Re Bus Route 146

May I first say what an excellent service RVBC usually offers to those living in the Raven Valley area.
Your buses and coaches are always punctual, clean and your staff pleasant. I have been a contented
user of RVBC for the 12 years that I have lived in Ravenstown.

Unhappily, last month the 146 route was changed so that it now goes along Hollyhedge Lane instead of
using the more appropriate, former route along Telford Road. This change has caused considerable
inconvenience to the residents of Hollyhedge Lane.

From being a quiet residential street, Hollyhedge Lane, now has your passengers waiting for a bus at
the new bus stops outside our homes, and they do not seem to know how to use a waste-bin. Most of
their sweet wrappings, cigarette packets and anything else that they no longer want are thrown on the
pavement, in the roadway or, worst of all, into our gardens.

Please, reconsider the decision to route the 146 bus along Hollyhedge Lane and let us have again the
pleasant, peaceful life that we used to enjoy.

Yours faithfully

Zara Davison
Zara Davison (Mrs)

CONTINUED ON THE NEXT PAGE

ASE2041/2/12/MA Page 10 of 17
QUESTION 2 CONTINUED

You look through your diary and find the following entries:

MONDAY 9 January 2012

Letter sent to all residents affected by proposed Route 146 change.

Comments and objections asked for:
DEADLINE 23 January.
January.

TUESDAY 17 January 2012

Personal visits in Hollyhedge lane and Birchills Avenue (staff of RVBC) answering
queries, explaining reasons for change of route: new retirement apartments at top of
Birchills Avenue if no change of route, 1200 metres + walk
walk for elderly residents (heavy
shopping) AND OTHER RESIDENTS ALSO ASKED FOR CHANGE.

Many requests for change Riverside Way/Riverbank Avenue.

MONDAY 23 January 2012

Re-
Re-routing of 146 1 objection a resident of Telford Road 8 minutes will be added
added to his
journey. Letter sent explaining benefits to others.

Litter member of staff will check regularly. Offer to meet Mrs D (now when?)

You decide to write a letter to Mrs Davison explaining the reasons for the change, and the processes
taken to check residents feelings. You note her complaints and what you suggest should be done.

Task

Write the letter.

(30 marks)

ASE2041/2/12/MA Page 11 of 17
MODEL ANSWER TO QUESTION 2

Understanding of Requirements of Question 5

Format (including Layout) 5
(10 marks)
Understanding of Requirements of Question

Candidate seems not to understand requirements of question 0

Considerable misunderstanding/wandering 1 fail
Signs of understanding but not adequate for the task 2 borderline fail
Adequate, standard response to task set/recognises
line of argument (detail not necessary) 3 pass/credit
Sound/only very minor omissions/wanderings 4 credit/distinction
Successful completion of all requirements/details of task 5

Format (including Layout)

No suitable format 0
Format is just recognisable but does very little to help clarity 1 fail
Recognisable format that begins to help clarity of message 2 borderline fail
Format helps to make message clearer 3 pass/credit
Format is sound (paragraphs, white space etc) 4 credit/distinction
Format is very good and is a definite aid to communication 5

Selection, Structure and Organisation of Content

(10 marks)
Inapt copying OR no recognisable pattern of communication 0/1
Content selection and line of thought are both inadequate 2/3 fail
Content selection OR organisation is inadequate 4 borderline fail
Selection and organisation of material just acceptable 5 borderline pass
Message is clear, reasonably well selected and organised 6/7 pass/credit
Sound selection, organisation and fluency 8/9 credit/distinction
Successfully organised, very fluent 10

Communication (Vocabulary and Grammatical Structure)

(5 marks)
Communication does not take place OR very heavy lifting 0
Some (occasional) recognisable message/inapt heavy lifting 1 fail
Message is not adequately communicated 2 borderline fail
Communicates (simple, connected text) despite weaknesses 3 pass/credit
Message communicates 4 credit/distinction
Very sound use of vocabulary and grammar 5

Accuracy (Spelling, Punctuation, Grammar)

(5 marks)
Errors prevent communication throughout/very heavy lifting 0
Errors prevent communication in parts of answer/heavy lifting 1 fail
Errors impede easy communication/some (considerable) lifting 2 borderline fail
There are errors but they do not impair communication 3 pass/credit
Occasional errors but communication is not hindered at all 4 credit/distinction
Very occasional/or no errors 5

(Total 30 marks)

ASE2041/2/12/MA Page 12 of 17
MODEL ANSWER TO QUESTION 2 CONTINUED

Chief Examiners Comments

QUESTION 2 - LETTER

From RVBC
Riverside Way
Ravenstown
Shropshire
RN2 6HJ

To Mrs Zara Davison

17 Hollyhedge Lane
Ravenstown
Shropshire
RN4 3GD

Dear Mrs Davison Yours sincerely Candidates Name

invented job (probably in Logistics Department)

Content should include:

thanks for initial compliments

re-routed bus
Mrs Ds worries
requests for change because of new apartments
requests for change from existing residents
careful checking with residents before change
scarcity of objections (Mrs D herself apparently did not originally object)
what RVBC will do (including personal visit)

ASE2041/2/12/MA Page 13 of 17
MODEL ANSWER TO QUESTION 2 CONTINUED

A possible answer is:

RVBC Riverside Way Ravenstown Shropshire RN2 6HJ

2 April 2012
Mrs Zara Davison
17 Hollyhedge Lane
Ravenstown
Shropshire
RN4 3GD

Dear Mrs Davison

RVBC Route 146

Thank you for your letter, dated 29 March 2012 and I am happy to learn that you have had so many
trouble-free years travelling on our buses and coaches. Hopefully, we can ensure similar experiences in
the future.

I understand your annoyance at the problems that you have met since our bus service started using
Hollyhedge Lane. I would like to work with you and try to improve the situation.

May I remind you of some of the reasons for the re-routing? We have had in the past many requests
from homeowners in Hollyhedge Lane and Birchills Avenue asking us to provide buses that travelled
along those two roads. Additionally, the recent building of retirement apartments at the far end of Birchills
Avenue meant that, without our new route, many elderly people would be faced with walking 1200
metres to the nearest bus-stop and the same distance to return home, possibly carrying heavy bags of
shopping. We therefore thought that there were strong arguments for the extension to our 146 route.

Before making the changes, we carefully tried to find out what the residents of the two roads thought of
the idea. Every home in Hollyhedge Lane and Birchills Avenue received a letter outlining the plan and
asking for comments. In addition to this, we conducted a survey at all the homes in the same two roads.

By 23 January, the deadline for comments and queries, only one complaint had been received: from a
resident of Telford Road concerned about the additional time added to his regular journey.

The litter that you describe is unacceptable and, if you agree, I would like to visit you to see the problem
at first-hand. Following this visit, I shall arrange for a member of RVBC staff to check the problem
regularly. It may be necessary later to involve the police to deal with this anti-social behaviour.

Our aim is to sort out problems in a spirit of cooperation. I suggest that I visit you so that we can discuss
your concerns directly. Please let me know when it would be convenient for me to call.

Yours sincerely

Alane Candidate
Alane Candidate (Miss)
Deputy Head of Logistics Department

ASE2041/2/12/MA Page 14 of 17
QUESTION 3
(In answering Question 3, remember that it is very important to use your own words whenever
possible, and to organise the list of main points in a logical way.)

Situation

You are Head of Human Resources in a large company. Members of your Department have recently
interviewed many of the firms staff in order to report to you how satisfied staff are working for the
company. Before the main report is made, some of your team tell you that there is some discontent
among staff. You decide to speak at a special meeting with all staff about methods that might be used to
make work more fulfilling.

Having read the following article, you think that it has some good ideas that will be useful to you.
Write a list of the main points to help you to prepare for the talk.

WORK IS AS ENJOYABLE AS YOU ALLOW IT TO BE.

On Sunday evenings do you feel depressed that the weekend has finished and tomorrow you will be
back at work? We all feel like that sometimes, and its only a real problem if someone feels like that
almost every Sunday evening. If the feeling gets very bad, the only logical thing to do is to look for
another job.

However, if you find yourself in the situation where youre in a job that is not brilliant but is reasonable
and only annoying at times, what can you do to make it more interesting and more enjoyable?

Concentrate on the positive things about the job do you like anything about it? (If you cant think of
anything, think again. There will almost certainly be something, if you think hard enough.) How could
you incorporate more of the acceptable elements of the job into your working day? Perhaps the
enjoyable aspects of the job might include friends and colleagues, good pay, proximity of the work to
your home ... Think really hard, and dont concentrate on the negative points.

Look also for new challenges in the job. One of the reasons that we can get irritated with our jobs is,
quite simply, boredom. Think about ways in which you could make your role more interesting. Perhaps
you could volunteer to look after new staff, or spend some time every week working in different
departments to get a broader perception of the business.

Is there a possibility for you to work more flexibly? Working from home one day a week, for example,
could give you more variety. Remember, this is not an excuse to get up late and watch TV. You will
need to show a genuine output for your time away from the office and prove to your bosses that your
being allowed such flexibility is beneficial to the firm - not just to you!!

If you feel youre not being inspired enough mentally, consider doing some additional training or a
course that is work-related; it will give you new insights, help to keep your mind fresh, and will be a
useful addition to your CV (resum) when you really do want to move on.

Task

Write a list of the main points from the article.

(30 marks)

ASE2041/2/12/MA Page 15 of 17
MODEL ANSWER TO QUESTION 3

Understanding of Requirements of Question 5

Format (including Layout) 5
(10 marks)
Understanding of Requirements of Question

Candidate seems not to understand requirements of question 0

Considerable misunderstanding/wandering 1 fail
Signs of understanding but not adequate for the task 2 borderline fail
Adequate, standard response to task set/recognises
line of argument (detail not necessary) 3 pass/credit
Sound/only very minor omissions/wanderings 4 credit/distinction
Successful completion of all requirements/details of task 5

Format (including Layout)

No suitable format 0
Format is just recognisable but does very little to help clarity 1 fail
Recognisable format that begins to help clarity of message 2 borderline fail
Format helps to make message clearer 3 pass/credit
Format is sound (paragraphs, white space etc) 4 credit/distinction
Format is very good and is a definite aid to communication 5

Selection, Structure and Organisation of Content

(10 marks)
Inapt copying OR no recognisable pattern of communication 0/1
Content selection and line of thought are both inadequate 2/3 fail
Content selection OR organisation is inadequate 4 borderline fail
Selection and organisation of material just acceptable 5 borderline pass
Message is clear, reasonably well selected and organised 6/7 pass/credit
Sound selection, organisation and fluency 8/9 credit/distinction
Successfully organised, very fluent 10

Communication (Vocabulary and Grammatical Structure)

(5 marks)
Communication does not take place OR very heavy lifting 0
Some (occasional) recognisable message/inapt heavy lifting 1 fail
Message is not adequately communicated 2 borderline fail
Communicates (simple, connected text) despite weaknesses 3 pass/credit
Message communicates 4 credit/distinction
Very sound use of vocabulary and grammar 5

Accuracy (Spelling, Punctuation, Grammar)

(5 marks)
Errors prevent communication throughout/very heavy lifting 0
Errors prevent communication in parts of answer/heavy lifting 1 fail
Errors impede easy communication/some (considerable) lifting 2 borderline fail
There are errors but they do not impair communication 3 pass/credit
Occasional errors but communication is not hindered at all 4 credit/distinction
Very occasional/or no errors 5

(Total 30 marks)

ASE2041/2/12/MA Page 16 of 17
MODEL ANSWER TO QUESTION 3 CONTINUED - LIST of main points

NOTE Candidates are specifically warned against copying (vocabulary).

Title a title is needed

Main points are:

dissatisfaction about job

- very high dissatisfaction - look for a different job
- milder dissatisfaction - consider how to improve it

possible approaches to improvement - emphasise what is likeable

- is it possible to increase the
opportunities to do the enjoyable
aspects of job?
- think about eg - co-workers
- salary
- travel
- consider everything associated with the
job very thoroughly
- look for new challenges/additional roles

- ask about flexible working practices and

additional training

A possible answer is:

A list of the main points from the article

Work is as enjoyable as you allow it to be.

Most people at some time become disappointed with their jobs. There are two main, possible actions:

1. If the disillusion is major, the answer is probably to look for a different job.
2. If the problem is really just a relatively minor dissatisfaction, consider the possibilities of improving
the job.

Possible approaches to improvement are to - emphasise what is likeable

- try to increase those aspects that are
enjoyable.

Consider everything associated with the job very thoroughly, for example
- co-workers
- salary
- ease of getting to place of work.

Look for new challenges/additional roles.

Ask about flexible working practices and additional training.

ASE2041/2/12/MA Page 17 of 17 Education Development International plc 2012

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