or, how to improve your answers

Recognising Command Words

Identify

State

Outline

Suggest

Describe

These test lower order skills

Discuss

Compare

Justify

Consequences

Implications

These test the higher order skills and require a much greater depth of answer

these answers needless detail compared to ….

first, the lower order skills

‘Identify’ and ‘State’ Questions

These questions don’t require any detail and can be answered by naming, listing or using bullet points

Normally one mark is allocated per item named

An example of an ‘identify’ question:

Identify 3 essential qualities a senior administrativeassistant must have to be effective in the workplace

(3 marks)

• be well organised/1• be able to work without supervision/1• be discreet/1

• potatoes• eggs• utter

• cheese • milk• bread

3/3

‘Outline’ Questions

Require more than just listing, so it is important to answer in sentences in this type of question. Detailed descriptions are not necessary here.

When answering ‘outline’ questions:

• answer in sentences • one word items will gain no marks

• but don’t go into great detail

Normally one mark is allocated per pointan ‘outline drawing’ has no detail

An example of a good ‘outline’ answer

Outline 4 features of an effective team. (4 marks)

The ideal size of an effective team is between 4 and

6 members. FEATURE 1FEATURE 1 It has well defined roles

for the team members. FEATURE 2FEATURE 2 It has strong

leadership FEATURE 3FEATURE 3 and a clearly defined

purpose that is shared by all team members.

FEATURE 4FEATURE 4

4/4

/1

/1

/1

/1

An example of a bad ‘outline’ answer

Outline 4 features of an effective team. (4 marks)

The right number, roles, strong leadership and purpose.

0/4

- because even though the features are correct, they have been listed, not outlined as asked.

Why?

‘Suggest’ Questions

These require more than just stating points, so use sentences to convey your ideas or proposals.

When answering ‘suggest’ questions:

• the suggestions must be realistic • the suggestions must state actions taken so use a verb when making each suggestion

One mark is awarded for each valid suggestion

Verbs must be used to show the course of action you are recommending. Suggestions are usually things to be done. Each suggestion can stand on its own – suggestions don’t have to be linked, so -

Targets can be monitored by doing random checks rather

than checking everything

Team up a junior employee

with a more experienced member of staff to act as a mentor.

Suggest 4 ways of monitoring targets. (4 marks)

An example of a good ‘suggest’ answer

SUGGESTION 1SUGGESTION 1

SUGGESTION 2SUGGESTION 2

Use a Gantt chart to display the progress

of a longer term project.

SUGGESTION 3SUGGESTION 3

SUGGESTION 4SUGGESTION 4 4/4

/1

/1

/1

doing

/1

and the same task

can be repeated by a line manager as a double check to see if

results match.

repeated

Team up

Use

Exam questions often ask you to give reasons for your

suggestions ie justify your answers.

‘Suggest and justify’ answers

One mark is awarded for the suggestion, one for the justification

When answering ‘suggest and justify’ questions:

• make an appropriate suggestion, then –

• give a good reason for suggesting it

• give a different reason each time

A justification is a

good reason so, each suggestion must be linked to a good

reason for doing it. Each justification must be different

if it is to gain another mark.

This allows a supervisor to confirm that certain procedures are being followed eg that a report is entered in the accident log after an employee is injured at work.

An example of a good ‘suggest and justify’ answer

Suggest and justify 2 ways of monitoring targets. (4 marks)Targets can be monitored by carrying out random checks.SUGGESTION 1SUGGESTION 1

JUSTIFICATION 1JUSTIFICATION 1

SUGGESTION 2SUGGESTION 2

JUSTIFICATION 2JUSTIFICATION 2

A Gantt chart can be used to monitor longer term projects as it shows at a glance the progress made to date.

4/4

/1

/1

/1

/1

carrying out

used

Suggest and justify 2 ways of monitoring targets. (4 marks)Targets can be monitored by carrying out random checks.

A Gantt chart is another useful method.

SUGGESTION 1SUGGESTION 1

SUGGESTION 2SUGGESTION 2

2/4

A poor ‘suggest and justify’ answer

- there are no reasons why these suggestions are good ones

Why?

/1

/1

Suggest and justify 2 ways of monitoring targets. (4 marks)The buddy system and mentoring.

A terrible ‘suggest and justify’ answer

0/4Why?

- these are 2 methods of monitoring but there are no verbs to indicate the action to take and no reasons given as to why these methods work

‘Describe’ QuestionsThis type of question tests the depth of your knowledge so your answers must show expansion or an example of any points madeIf you simply make points, you have not described

When answering ‘describe’ questions:

• assume you are describing to someone who has no knowledge of the subject

• expand on each point made

Marks will normally be allocated in 2s – 1 for the point and 1 for the expansion

An example of a good ‘describe’ answer

Describe the skills required to manage tasks effectively. (6 marks)

Good organisational skills are required to manage taskseffectively. POINTPOINT By entering all deadlines in an

electronic diary, reminders can signal how much time remains for completion. In this way deadlines are more likely to be achieved.

EXPANSIONEXPANSION

POINTPOINTThe ability to prioritise helps with task managementas the tasks with the shortest deadline should be carried outfirst and less urgent tasks left till later.

EXPANSIONEXPANSION

It is also necessary to be a skilled negotiator POINTPOINT

because an unrealistic workload or short deadlines may need to be renegotiated with the line manager to ensure that standards and quality are maintained. EXPANSIONEXPANSION

6/6

//2

//2

//2

An example of a bad ‘describe’ answer

Describe the skills required to manage tasks effectively. (6 marks)

Good organisational skills, being able to prioritise and being a skilled negotiator are required to manage taskseffectively. 0/6

3 appropriate task management skills have been listed, they have not beendescribed, as asked - so can gain no marks.

Why?

now for the higher order skills

‘Discuss’ Questions

You can only get full marks if you demonstratea well-organised, well-argued, convincing answer

When answering ‘discuss’ questions:

• clearly communicate relevant information

• arrange your answer in a logical sequence

• use examples or expand on points for clarification

• if appropriate, debate both sides of a situation

• draw conclusions based on your arguments

An example of a ‘discuss’ answer

Discuss the importance of setting SMART targets. (6 marks)

An example of a SMART target is “By next October total sales are to increase by 15%”. It is SMART because:

It is specific and well defined (“total sales to increase”) so no-one can disagree about what the target actually is. /1It is measurable in quantity (“15%”) so that judgements can be made at any time about the extent of achievement./1It should be discussed with the staff concerned and agreed so that all are clear about what needs to be done to achieveit./1It must be realistic but still challenging, that is to say possible of achievement, otherwise staff morale can be badly affected/1 and is timed (“by next October”), in other words there is an agreed deadline by which it is to be achieved./1 +1 for a well-structured answer

6/6

An example of a terrible ‘discuss’ answer

Discuss the importance of setting SMART targets. (6 marks)

It is very important that targets are SMART andthey should be specific, measurable, agreed, realistic and timed.

0/6

- despite accurately listing what ‘SMART’ stands for, its importance has not been discussed therefore can gain no marks

Why?

‘Compare’ Questions

Also ‘compare and contrast’. This type of question requires you to describe the similarities and/or differences between alternatives.

When answering ‘compare’ questions:

• decide on the aspects by which to compare

• structure your answer to show the comparison or difference on each aspect

• use the words ‘whereas’, ‘while’, ‘on the other hand’

An example of a good ‘compare’ answer

Compare the duties and responsibilities of a senior admin assistant with those of a junior admin assistant. (4 marks)

A senior admin assistant has responsibility for supervising others, including the junior whereas the junior only has responsibility for her/his own work. With respect to meetings, the senior admin assistant has

responsibility for all preparations beforehand and takes the minutes while the junior may type up the paperwork underinstruction from the senior admin assistant.

The senior admin assistant has to decide where and when to order resources and how to allocate them. On the other hand the junior admin assistant might be asked to make sure the stationery drawers are kept topped up.

Generally the senior post involves decision-making while thejunior post involves carry out instructions. COMPARISON 1COMPARISON 1

COMPARISON 2COMPARISON 2

COMPARISON 3COMPARISON 3

COMPARISON 4COMPARISON 4

while

whereas

while

On the other hand

4/4

/1

/1

/1

/1

Other Terminology Used in Assessment Questions

Consequences

Implications

Feature

Effective

are the initial effects or immediate result

are the long term, far-reaching effects

means a point of distinction

means successful, productive

One feature of an Action Plan is that it has deadlines forthe completion of tasks.

An effective method of monitoring targets is by taking random samples to check progress.

The consequences of changing from a manual storage system to an electronic system is the need for staff training.

The implications of changing from a manual storage system to an electronic system is a reduction in the number of staff required to manage the information.