DUE 30022 MODULE by Hema Muniandy

TABLE OF CONTENT TOPIC 1.0 PRODUCT AND SERVICE 1.1 Product description 1.2 Service description

PAGE 4-29

2.0 PROCESSES, PROCEDURES AND INSTRUCTIONS 2.1 Respond to Instructions 2.2 Describe Processes and Procedures

30- 60

3.0 ENQUIRIES 3.1 Initiate oral and written enquiries 3.2 Respond to enquiries

61-76

4.0 COMPLAINTS 4.1 Lodge complaints 4.2 Respond to complaints

77-90

Language Notes

91 - 96

1.1 Describe products or services

Language items: simple present tense, comparatives and superlatives

PRODUCT & SERVICES

CLO 1 : Describe a product or service effectively by highlighting its features and characteristics that appeal to a specific audience

1.1 PRODUCT DESCRIPTION Introduction Product Descriptions Play A Huge Part in Generating Sales. We utilize the Who, What, Where, When, Why and How method for getting across the facts of their stories. These questions are great to use as your product description template when you want to accurately describe your best items.

Who is this product for?

What are the product’s basic details?

Where would someone use this product?

When should someone use the product?

Why is this product useful or better than its competitors?

How does the product work?

The target audience can be a gender (women or men), an age group (college kids, retirees), a lifestyle demographic (new mothers, car enthusiasts) or some other defined group of people. This includes attributes such as dimensions, materials, product features and functions.

Is it meant for indoor or outdoor use, for your car or your home?

Is it meant to be used during a certain time of day, seasonally or for a specific type of occasion? Just as important is pointing out if a product can or should be used every day or year-round, as that will speak to its long-term value. This can be anything from quality to value to features — really think about the benefits that will speak to customers. Also consider how images can complement your product copy.

This may not be necessary for every product, but if you are describing anything with moving parts or electronics, it is a must-have.

FEATURES AND FUNCTIONS OF PRODUCTS FEATURES • physical attributes are characteristics of a product that offer benefits to the customer FEATURES Storage Battery RAM Thickness Wireless Charging

APPLE IPHONE X

SAMSUNG GALAXY S10

64 GB 2716 mAh 3 GB 7.7 mm

128 GB 3400 mAh 8 GB 7.8 mm

FUNCTION • (n) the natural action or intended purpose of a person or thing in a specific role •

(v) to operate or perform as specified; work properly Eg. : The function of a hammer is to hit nails into wood

LANGUAGE FOCUS The following words are usually used when describing equipment or its component parts. 1. Made of / Made from / Made up Past participle of make; produced or manufactured by constructing, shaping, or forming. 2. Composed of (1) Be composed of something to be formed from a number of substances, parts or people (2) To combine together to form something 3. Comprises To consist of particular parts, groups etc. 4. Contains (1) Container/ place – if something such as a bag, box or place contains something, that thing is inside it (2) Substance – if a substance contains something, that thing is part of it. 5. Involves If an activity or situation involves something, that thing is part of it or a result of it

6. Consists of To be formed from two or more things or people 7. Encompass To completely cover or surround something LANGUAGE FOCUS Simple Present Tense is the most commonly used tense when describing a product. Modals are used especially when giving options on how to use the product. (You will use this in Unit 3: Complaints too) For example: MODALS

SIMPLE PRESENT TENSE – Singular

1. You should change the filter once 1. The filter is available in three sizes. in two months. 2. Its cost is only minimal. 2. It can be purchased in any of 3. This product is one of the best in leading pharmaceuticals. its range. 3. You can call up your nearest sales office for after sales service or any queries you may have. SIMPLE PRESENT TENSE – Plural 4. All dissatisfied customers may return goods within seven days of 1. The refrigerators come in three purchase. colours. 2. These products are manufactured in the US and have been passed by FDA.

Different modals indicate different functions, as shown in the following table: Modal

Function

Explanation

Shall

Strong Commands

•

Must

(tell readers what to make, how to do etc.)

The strongest modals are shall and must. They have specific meaning. They leave no room for doubt that what follows is a necessity.

•

Will is used for a statement of fact.

Will

Modal

Function

•

Explanation

Must not

Strong prohibitions

•

Cannot

(describe what the readers should avoid, e.g. : safety warning, loss of data, security considerations etc.)

In the command form, can and may are weak. However, when in negative form, may not, and cannot, become strong prohibitions.

•

E.g.:

Mat not Shall not

Should Can May Alternatively

Weak suggestions

You may not wear leather shoes in the lab.

ii.

The system cannot delete any files.

Unless these modals are clearly required and well understood, they should be eliminated. Their use will probably make suggestions be ignored or badly implemented. (Noor, N. M., Mansor, S., & Atin, J., 2010, p. 162)

EXERCISE 1 Complete the following sentences by choosing the best answer in bracket. a. The latest model _____________________________ (may, should ) be hitting major departmental stores by the end of the year. b. This product ___________________ (is, can be ) both easy to use and easy to store. c. Goods sold ______________________________________(are not, is not) refundable. d. If you are interested in purchasing this item, you___________________ (must, may ) either visit us at our outlet or place an order on website. e. Anyone suffering from diabetes _________________________ ( should, might) give this product a try. f.

If you ____________________( are, might be ) dissatisfied with this product, you ______________( must, may ) return it to us within two weeks for full refund.

g. Customers __________________ (should ,may ) choose from a wide variety of mouth-watering flavours. h. Mystery gifts _____________________ ( are, can be ) awaiting the first fifty customers who visit our booth at the exhibition.

EXERCISE 2 Now, use the words below to make your own sentences. Remember, you must include the word ‘function’, ‘purpose’ or ‘is used’: e.g.

The function of a calculator is for calculating numbers. The purpose of using shampoo is to wash or clean hair. The hairdryer is used to dry hair by blowing hot air over it. a) Stylus

The function of a stylus is _____________________________________.

b) Thumb drive

The purpose of using a thumb drive is ____________________________

c) Global Positioning System (GPS)

The GPS is used to ______________________________________________

d) Speaker

The _______________________________________________________

e) Seat belt

The ________________________________________________________

Blender

The ________________________________________________________ EXERCISE 3 Then, complete these sentences using the similar structures in EXERCISE 2. i. The purpose of a rain coat

______________________________________________

ii. The function of the _______________________________________ is to re-heat food. iii. The ______________________________________ is used to scan for price of items. iiv. The _____________________________is used to carry groceries in the supermarket. iv. The ________________________is used to give you the reading of your temperature.

EXERCISE 4 Read the passage below and do the following practices. Samsung Air Conditioner (AC) has some special features such as Sleep or Energy Saver Modes, Silver Nano Technology, Turbo Power, Bio Health Plus, Quick Power Optimizer and Tropical Rotary Compressor. The Sleep and Energy Modes keep a space such as a room comfortable while saving energy costs. The Silver Nano Technology in your conditioner makes the air inside your room free of bacteria and foul odour. The Silver Nano Filter purifies the air by eliminating bacteria and fungi. The bio deodorizing filter absorbs cigarette, pet and food smells. The powerful anti-bacterial agent eliminates many kinds of bacteria on contact. Besides cooling, the anti-bacterial treatment in the heat exchanger prevents the breeding of bacteria in the AC. The bio treated cross fan enhances durability of the unit. The Bionizer in the Samsung AC generates about 400, 000 ions / cc which is the air displaced through the AC in one minute. These anions make indoor environment naturally refreshing and also prevent the growth of mites and termites. The Turbo power function makes the AC operates under full power for 30 minutes which leads to quick cooling. The Tropical Rotary Compressor operates efficiently even in very hot ambient temperatures. The unique energy saver option reduces your electricity bill by switching of fan motor whenever compressor is cut off by the thermostat. The AC memorizes the settings so that in case of power failure it automatically restarts with your settings when power supply is restored.

A. Match the following features to its function. Feature The Silver Nano Filter The Bionizer The energy saver

Function -reduces electricity bill -purifies the air by eliminating bacteria and fungi -generates about 400, 000 ions / cc

B. Write the feature for the following functions. No 1.

Feature

Function makes the AC operate under full power for 30 minutes which leads to quick cooling. operates efficiently even in very hot ambient temperatures absorbs cigarette, pet, and food smells.

C. Write the function for the following features. No

Feature

Anti-bacterial treatment

Sleep or Energy Saver Modes

Function

Samsung Air Conditioner.

EXERCISE 5 Label the products below with their names and then write sentences about them using the adjectives below.

long-lasting

fragile

easy-to-use

convenient

comfortable

reliable

cool inexpensive

up-to-date

out-of-date

useful

efficient

fast

Example : My refrigerator is long-lasting. I’ve had it for 10 years. 1. _______________________________________________________________________ 2. _______________________________________________________________________ 3. _______________________________________________________________________ 4. _______________________________________________________________________ 5. _______________________________________________________________________ 6. _______________________________________________________________________ 7. _______________________________________________________________________ 8. _______________________________________________________________________

PRODUCT GUIDELINES FOR PRESENTATION 1. 2. 3. 4.

Firstly, identify the product Explain the use (function)and who would benefit most Describe the features State the strength of the product

Below is a sample of description of a product based on Product Guideline given above.

Identify the Product A washing machine (laundry machine, clothes washer, or washer) is a machine designed to wash laundry, such as clothing, towels and sheets. Function This is a useful washing machine. Washing is made easy with no scrubbing or effort. This product is perfect for a busy career lady or any housewife who does not wish to toil over housework. Who Would Benefit Most

Features This machine takes a load of 13 kg., rectangular in shapes, made of tough fiberglass and comes in two colours - beige and white.

The machine can take 5 loads a day without stopping. The price is currently an offer from RM1650 to only RM 1350- an unbeatable bargain! Price Warranty This machine is under warranty for one year from the date of purchase. It can be found in all Mac Wash outlets, located in all major towns in West and East Malaysia. Outlets

Presentation structure Flow of a presentation should cover: 1. Greet the audience and introduce yourself

Before you start delivering your talk, introduce yourself to the audience. This does not need to be long or incredibly detailed, but will help build an immediate relationship between you and the audience.

2. Introduction

In the introduction you need to explain the subject and purpose of your presentation whilst gaining the audience's interest and confidence. It's sometimes helpful to think of your introduction as funnel-shaped to help filter down your topic:

1. 2. 3. 4.

Introduce your general topic Explain your topic area State the issues/challenges in this area you will be exploring State your presentation's purpose - this is the basis of your presentation so ensure that you provide a statement explaining how the topic will be treated, for example, "I will argue that…" or maybe you will "compare", "analyse", "evaluate", "describe" etc. 5. Provide a statement of what you're hoping the outcome of the presentation will be, for example, "I'm hoping this will be provide you with..." 6. Show a preview of the organisation of your presentation

In this section also explain: • • •

The length of the talk. Signal whether you want audience interaction - some presenters prefer the audience to ask questions throughout whereas others allocate a specific section for this. If it applies, inform the audience whether to take notes or whether you will be providing handouts.

Keep in mind that the main aim of the introduction is to grab the audience's attention and connect with them. 3. The main body of your talk The main body of your talk needs to meet the promises you made in the introduction. Depending on the nature of your presentation, clearly segment the different topics you will be discussing, and then work your way through them one at a time - it's important for everything to be organised logically for the audience to fully understand. There are many different ways to organise your main points, such as, by priority, theme, chronologically etc. • • • •

Main points should be addressed one by one with supporting evidence and examples. Before moving on to the next point you should provide a mini-summary. Links should be clearly stated between ideas and you must make it clear when you're moving onto the next point. Allow time for people to take relevant notes and stick to the topics you have prepared beforehand rather than straying too far off topic.

When planning your presentation write a list of main points you want to make and ask yourself "What I am telling the audience? What should they understand from this?" refining your answers this way will help you produce clear messages. 4. Conclusion In presentations the conclusion is frequently underdeveloped and lacks purpose which is a shame as it's the best place to reinforce your messages. Typically, your presentation has a specific goal. Follow these steps: • • • • •

Signal that it's nearly the end of your presentation, for example, "As we wrap up/as we wind down the talk… Restate the topic and purpose of your presentation - "In this speech I wanted to compare…" Summarise the main points, including their implications and conclusions Indicate what is next/a call to action/a thought-provoking takeaway Move on to the last section

5. Thank the audience and invite questions Conclude your talk by thanking the audience for their time and invite them to ask any questions they may have.

GROUP PRESENTATIONS Group presentations are structured in the same way as presentations with one speaker but usually require more rehearsal and practices. Clean transitioning between speakers is very important in producing a presentation that flows well. One way of doing this consists of: • • • •

Briefly recap on what you covered in your section: "So that was a brief introduction on what health anxiety is and how it can affect somebody" Introduce the next speaker in the team and explain what they will discuss: "Now Elnaz will talk about the prevalence of health anxiety." Then end by looking at the next speaker, gesturing towards them and saying their name: "Elnaz". The next speaker should acknowledge this with a quick: "Thank you Joe."

From this example you can see how the different sections of the presentations link which makes it easier for the audience to follow and remain engaged.

PRESENTATION STRUCTURE Flow of a presentation should cover: 1. Greet the audience and introduce yourself Before you start delivering your talk, introduce yourself to the audience. This does not need to be long or incredibly detailed, but will help build an immediate relationship between you and the audience. 2. Introduction In the introduction you need to explain the subject and purpose of your presentation whilst gaining the audience's interest and confidence. It's sometimes helpful to think of your introduction as funnel-shaped to help filter down your topic: 7. 8. 9. 10.

11. Provide a statement of what you're hoping the outcome of the presentation will be, for example, "I'm hoping this will be provide you with..." 12. Show a preview of the organisation of your presentation In this section also explain: • • •

5. Thank the audience and invite questions Conclude your talk by thanking the audience for their time and invite them to ask any questions they may have.

From this example you can see how the different sections of the presentations link which makes it easier for the audience to follow and remain engaged. LANGUAGE FOCUS MAKING COMPARISONS One way of comparing is by using the Comparative or Superlative forms of adjectives. Adjective Cold Easy Big Nice

= Comparative adj

Adjective

=colder =easier =bigger =nicer

Cold Easy Big Nice

+ er

+ est

= Superlative Adj. =coldest =easiest =biggest =nicest

** Note: All adjectives can be added with –er and –est. Look at the table below: Adjective Reliable Efficient

+ more/ less

= Comparative Adj.

Adjective

= more reliable

Reliable

=more efficient

Efficient

+ the most/ the least

= Superlative Adj. The most reliable/ the least reliable The most efficient / the least efficient

COMPARATIVE ADJECTIVE = TO COMPARE BETWEEN 2 THINGS Example: • Virtual shopping can be cheaper than shopping in malls. •

Products bought in shopping malls are more reliable than goods bought online as consumers may try out and see the real products.

SUPERLATIVE ADJECTIVE = TO COMPARE MORE THAN 3/ MANY ITEMS Examples: • The auto experts at MyRide.com compiled their "Top 5" designed to help car buyers find some of the cheapest vehicles available. •

The Mitsubishi Lancer has been revealed as the most reliable car of the last 15 years, according to automotive warranty specialist, Warranty Direct.

EXERCISE 6 1. Read the paragraph below about buying a car. Try putting the words in the brackets in the appropriate comparative or superlative form. Buying a car can be bewildering for a first-time car buyer. There are so many different makes or brands to choose from and what’s more there are different models for each make- saloons, hatchbacks, four-wheel drives, and sports cars. Some models are (small) 1.__________________ than others. However, this does not mean that they are (cheap) 2.___________________than the (large) 3.____________________ cars.

Small

cars

with

luxury

features

are

definitely

(expensive)

4.________________________ than the (big) 5._______________but less luxurious cars. The (expensive) 6._______________ cars are not always the (big) 7. _____________.

A car buyer needs to consider his budget and his needs before making any choice. If

has

family

and

fond

the

outdoors,

then

the

(suitable)

8._______________________ car for him might be the four-wheel drive. If on the other hand, he is single and very rich, the (good) 9.__________________car for him could be a luxurious sports car.

Use the information in the table to complete the sentences comparing the two cars. SALOON

SPORTS

6 passengers

2 passengers

1. Year manufacture

2011

2013

2. Maximum speed

150kph

180kph

15 seconds

10 seconds

70 litres

40 litres

US$ 60 000

US$ 45 000

3. Acceleration to 80 kph 4. Fuel capacity 5. Price

Example: The saloon car is designed for a family, so it is much larger than sports car. 1. The sports car is about two years ______________________________________ 2. When you drive at maximum speed, the sports car ______________________ 3. The saloon car accelerates to 80 kph ___________________________________ 4. The sports car has a _________________________ fuel capacity ____________ 5. The saloon car is ____________________________________________________.

ACTIVITY 1 (ORAL PRESENTATION)

Work in pairs. Choose two different types of a product. One of you will be the promoter and the other will be the customer. Role-play the situation. In the conversation describe and compare the shape, size, weight, volume/capacity, measurement, colour, appearance, components/ parts, prize, functions and others of the product. Present your findings in front of the class.

Present your findings in front of the class. You are a Senior Sales and Marketing Executive in a company that markets a particular hand phone. You have been asked to submit a sales description of the particular hand phone to the Sales and Marketing Manager. Work in pairs and provide a detailed description of the product.

1.2 SERVICE

Present your findings to the class.

Introduction

Service oriented organizations differ from manufacturing organizations in that a service organization does not deal with goods or identifiable products, but rather deals with customer participation. Unlike manufacturing organizations such as factories, service organizations are situated in different locations as their service cannot be stored and shipped, hence the need for branches.

✓ Checklist 1. Which of the organizations below are service-oriented? Figure 1

Telekom

Johnson & Johnson

Berjaya Resorts

Sheraton Hotel

Pos Malaysia

Universiti Teknologi MARA

Unilever

PLUS

National Panasonic

Tenaga Nasional

2. Here is a list of some services available. Select any 4 services from the table and develop them. Catering Health Foreign maid agency Building Laundry Driving school Telecommunication

Counselling Courier Plumbing Library Airlines Auto repair Car wash

Hotel industry Bridal make up Pest control Travel Agency Banking Home shopping Water Treatment

The services above can be further developed. Eg: Catering – Home Delivery.

1.2 DESCRIBING SERVICES Service Description Guidelines Describing a service may be different from describing a product as you need to highlight the types of services it provides, the operation hours and the targeted customers/ clients. You may consider the following features when describing a service: -

The Organization The Types of Services It Provides The Clients / Consumers Operation Hours Physical Attributes Of Staff Quality

- Price - Duration Of Service - Location - Material Used - Warranty Period

*Bear in mind that the features above may not be applicable to all services. Different types of services may require different features when describing them.

LANGUAGE FOCUS Passives are frequently used in service descriptions. Instead of saying: Counter staff handle bill payments. It may be written as: Payments of bills are handled by counter staff. OR Instead of saying: The officer processes the application immediately. It may be written as: The application is processed immediately.

Other common passive verb phrases used in service descriptions are: Passive Is/are produced Is/are entertained Is/are provided Is/are given Is/are queried Is/are distributed Is/are maintained Is/are completed Is/are recommended Is/are guaranteed

Active Produce/s Entertain/s Provide/s Give/s Query/ies Distribute/s Maintain/s Complete/s Recommend/s Guarantee/s

Instead of

Simple Present Tense is the most commonly used tense when describing a service. a. Our services are available round the clock. b. Tables, chairs and decorations are provided for all occasions. c. The Day Care Centre opens at 6.00 in the morning. d. The hours we operate are flexible to suit our clients’ needs. e. Our customers are completely satisfied and keep coming back. VOCABULARY Some useful vocabularies and phrases used when describing a service are listed below. Construct sentences to show the meanings of the words. Enquiries Reliable Complete Economical Relaxed Self-service Counter staff Flexible Years of experience Tailored

Efficient Practical Wise choice Large scale Well organized Wide variety Years of experience Well-established Highly recommended Queries

24 hours Office hours only Complaints Immediately Time-saving Cost effective Discounted price Satisfaction guaranteed No waiting Money-back guarantee

EXERCISE 7 1. Fill in the blanks with the words from table above. a. Mercy Convalescence Home is a _____________as it offers everything a person recovering from any ailment requires. b. The Security Service is effective _____________ a day-no need to fear at any time of the day or night. c. Using our catering service not only saves time but is also ______________________. d. After the massage, you will feel completely _____________________ and refreshed. e. If you are unsure of anything, please feel free to make __________________at our toll free number. f. This is a _______________________ restaurant and is popular with many young people. g. The work was very _____________________and everything went on as scheduled. h. Our teachers have ___________ in teaching English to foreign learners. i. Customers can make further __________________if the need arises. j. This is a _______________book for students who wish to know more about the hotel line.

2. Fill in the blanks with the appropriate tenses of the verbs in brackets.

The Women’s Help Centre (a) is opened (open) daily from 11 a.m. till 10 p.m. its purpose is to work towards the elimination of all forms of violence against women. It is a nongovernmental, non-profit organization which (b) __________________ (offer) a comprehensive range of crisis intervention services for survivors of violence such as battery, sexual assault, sexual harassment and prostitution. Women in crisis are (c) ____________________ (advise) to join the crisis intervention programme, where they (d) ________________ (give) counseling, health and medical support. They (e) _____________(also, provide) with legal assistance, if required. The Centre also (f) ________________ (provide) face-to-face and over the phone counseling by trained counselors. The women in need (g) _________________ (assist) by these counselors to overcome their psychological problems such as fear, shame and guilt. Counselors also (h) _____________ (help) the survivors to make informed choices and decisions on how to regain control over their lives. Counselors (i)______________ (be)

available 24 hours a day. The center is (j) ________________ (currently look) for volunteers. Come and do your part for Justice. Justice for women!

3. Fill in the blanks with the correct tenses of the verbs in brackets.

The Awaneo Resort Hair & Beauty Salon is opened from 10.a.m.-10p.m. daily. The Beauty Salon (a)_____________ (have) six haircare booths and four facial booths. Haircuts (b)______________ (range) from RM35-RM42. Wash, blow-drys, perms, colouring, hair waxing and hair dressing services (c)_______________ (also, offer) as part of its services. Facials (d) _______________ (perform) by beauticians on appointment basis only. A facial costs between RM30-RM50. Face countouring (e) ____________ (also, offer) at RM150. Eyebrows (f) _____________ (shape) and are tattooed on request. Manicures (g) ____________(give) free to customers. An extra service (h) _____________ (provide) on special request is bridal makeup. This service (i) ______________ (offer) only on weekends. Customers (j) _______________ (advise) to make appointments before coming.

LANGUAGE FOCUS COMPARING AND CONTRASTING USING SIMILARITIES AND DIFFERENCES There are many other ways of making comparisons. Look at the examples below: Example 1: Trains and airplanes are similar in that they both transport passengers over long distances. Trains, like airplanes, transport passengers over long distances. Example 2:

Sarah and Devi love the food at Mawar Restaurant. Sarah enjoys western food, while Devi prefers local food. The staffs in Hospital Mahkota are not as effective as the staff in Hospital Perdana.

**Example 1 shows how trains and airplanes are alike or similar. **Example 2 shows how two people (Sarah and Dewi) and two places (Hospital Mahkota and Hospital Perdana) are different.

More example of adjectives.

Irregular forms positive

comparative

superlative

Good

better

best

Bad

worse

worst

Much

most

Many

most

Little

less

least

The following are some of the words and phrases that are often used when making comparison (to show similarities):

Both Similar Like A can be compared to B…

The same as Similarly A and B are alike in that…

as…as Neither A nor B… Like A, B is…in the same way

Besides comparing, we also talk about how things are different, that is we show the contrasts between them. Here are some words or phrases that we commonly use to express contrast (differences):

While But On the contrary that…

Whereas unlike On the other hand However although Not as….as Even though A is different from B in

Study the examples below: 1. Shops in Malaysia open till late night while those in England close early in the evening. 2. Although this building is old, the alarm system is more sophisticated than that new building. All these sentences show the contrast or differences between the things being compared: the shops in Malaysia and the shops in England; the old building and the new building, etc.

ASK FOR AND MAKE CLARIFICATIONS When communication breaks down, we usually try to clarify any potentially unclear items by asking questions and offering explanations. We ask for repetition or more information, confirm that the other person has understood what was said, expand on words or topics, or repeat back a paraphrase of what they just heard to confirm that they got it right. Always remain courteous and respectful. The following phrases may serve as examples on ask for clarification.

Asking For Clarification

Excuse me? / Could you repeat that? Please speak more slowly. How do you spell that? What does ______ mean? Could you explain to me? I don't understand. Can you explain further?

SPEAKING ACTIVITY

Adi is going to further his studies in United Kingdom and his father is going to pay for his flight ticket. Adi prefers to fly with Air Asia while his father wants him to fly with Malaysia Airlines. Compare the services of both airlines based from the information given. Choose a partner and write out the dialogue. Then act out the conversation. You are to submit the written dialogue to your lecturer.

•

If you can afford it, you will surely

•

Tickets are more affordable

•

Air Asia charges you for every

fly MAS

single thing you consume

•

In MAS, food is usually provided

•

A few kgs are usually fine and there is no charged imposed

•

Mas is more relaxed in every way

•

Seats in MAS are large and well maintained

•

If you excess even 1kg, you will be charged

•

Very strict when it comes to what you can and cannot bring into the cabin

•

Seats in Air Asia are small, tight and very uncomfortable.

Which Airline Do You Prefer?

Unit 2

2.1. Respond to instructions 2.2. Describe processes and procedures Language items: active and passive forms, imperatives, subject verb agreement

PROCESSES, PROCEDURES AND INSTRUCTIONS

CLO 2 : Transfer information of a process or procedure accurately from linear to non-linear form and vice versa

2.1 INSTRUCTIONS Introduction The purpose of instructions is to describe a sequence of steps in such a way that reader can perform the sequence of steps. Instructions also can be used to warn or to express caution using imperative sentences. Language Focus Imperative •

•

An imperative sentence: ▪

is used to give a direct command to someone

▪

can end with a period or an exclamation mark depending on the degree of the command

▪

is commonly used in speech but not often in writing The subject is always in the second person and is always the word “you”. It is not written but is implied. E.g. (You) pour me a glass of water.

•

Imperatives are divided into two groups:

POSITIVE IMPERATIVES Structure

Direct order

Instructions

Signs & Notices

Polite forms

Main Verb (Infinitive) + Object or Complement (optional) • Push • Stand up straight • Give me the details

NEGATIVE IMPERATIVES Do not + Main Verb (Infinitive) *the contraction for Do not is Don’t • Do not park your car here • Do not lean against the window

• Take that chewing gum out of your mouth • Open your book • Take two tablets every evening

• Do not sit there • Do not put your bag on the table • Do not see her

• Take a left and then a right • Insert one dollar

• Do not turn left • Do not step on the grass

By adding ‘do’: • Do be quiet • Do sit down

By adding ‘please’: • Do not put your bag on the table, please. • Please do not make noise in the library. • Sir, please do not park your car here

By adding ‘please’: • Open the door, please. • Do the dishes, please.

Emphasis

By using ‘always’ before the imperative: • Always put on your safety belt. • Always wear your safety boots.

By using ‘never’ before the imperative: • Never leave your keys in the car. • Never drive without a seatbelt

ACTIVITY 1 Follow the instructions below on how to make an Origami Box.

A) Fold the paper into half, on both horizontal and vertical axis. Crease well and unfold.

D) Unfold.

B) Fold the four corners to meet the centre line.

E) Fold in the dotted lines to meet the centre line.

C) Fold to make creases and unfold.

F) Open and fold in the creases and built.

EXERCISE 1 Read the safety instructions. Match the instructions to the symbols. A. high visibility clothing must be worn F. safety helmet with flashlight must be worn

B. head protection must be worn G. safety goggles must be worn

K. emergency breathing apparatus must be worn P. wear hand protection

U. anti-static shoes must be worn

hearing protection must be worn

Q. anti-static gloves must be worn V. protective clothing must be worn

C. wear welding mask

D. foot protection must be worn

apron must be worn

H. vapor respirator protection must be worn M. hair protection must be worn

welding mask must be worn

N. hand protection must be worn

O. life jacket must be worn

R. foot protection must be worn

wear dust mask

W. safety glasses must be worn

laboratory coat must be worn

respiratory protection must be worn

safety harness must be worn

EXERCISE 2 Study the signs and symbols below. Match the safety instructions describing the signs and symbols given in imperative in the table below.

USE YOUR KNEES FOR HEAVY LIFTING WEAR WORK BOOTS BECAUSE THEY HAVE GOOD TREADS AND WATERPROOF WEAR A HARD HAT IN THIS AREA

DO NOT LIFT AND TWIST AT THE SAME TIME

WEAR EAR PROTECTION IN THIS AREA

TURN OFF THE MACHINE. USE A TOOL TO REMOVE ANYTHING THAT IS STUCK

EXERCISE 3 Match the situation with the signs and symbols in Exercise 3 by writing the alphabet of each situation in the brackets provided. 1. Bong and his co-workers work in the storeroom. They load boxes into the delivery vans. [ ] 2. When I shovel sand, I lift the shovel and turn to throw the sand aside. I do not twist my body. [ ] 3. Men are working on the construction site. Sometimes materials or tools fall onto the ground. [ ] 4. The machines in this area make a lot of noise all day. [

]

5. This machine has big gears and rollers. Sometimes something gets stuck in the roller. The worker has to take it out. [ ] 6. The floors in the packing plant are always wet. We have to wear boots with a good tread. [ ] EXERCISE 4 Study the pictures below and write Imperative sentences. You may use the given clues. What Do You Do In The Following Situations?

Clues: bleeding / pressure (Suggested Verb: apply) ____________________________________________________ ____________________________________________________ ____________________________________________________ ______ Clue: chest pain / medical help (Suggested Verb: get) ____________________________________________________ ____________________________________________________ ____________________________________________________ ____ Clue: electrical shock, main switch (Suggested Verb: turn off) ____________________________________________________ ______________________________________________ ____________________________________________________ ____________________________________________________ 35 ____

Clue: someone's eye / water (Suggested Verb: flush) _____________________________________________________ _____________________________________________________ _____________________________________________________ __

Clue: burns / running water (Suggested Verbs: hold, cool) _____________________________________________________ ACTIVITY 2 Speaking Activity

_____________________________________________________ _____________________________________________________ ___

Study the pictures and the safety signage below. Suggest safety instructions for each picture and signage using Imperative Form. Discuss the instructions in class.

ACTIVITY 2 (Group Work) In groups, demonstrate the instructions in class. Examples: •

Send picture message using hand phone

•

Tie the Windsor Knot

•

Transfer audio file using hand phone

•

Unclogged a sink pipe

•

Calculate BMI (Body Mass Index)

•

Fuel a car

•

Convert Unit for example Kilogram to gram

•

Cash a money order

•

Fold a paper airplane

Merge two (2) PDF documents into one (1) fil

ACTIVITY 3 (Group Work) 1. Invent a simple product that can improve our daily life activities. 2. Sketch the product on a piece of mahjong paper. 3. Label the sketch. 4. Write a user manual consists of instructions. 5. Do include caution and warning in your manual. 6. Present the invention.

2.2 PROCESSES AND PROCEDURES Defination of Process

https://dictionary.cambridge.org/dictionary/english/process 39

Defination of Procedure

https://dictionary.cambridge.org/dictionary/english/procedure

Process and Procedure at Work Place Process : A process refers to a series of related activities or tasks which are necessary to convert inputs into outputs. Processes work at a higher level, in that it can cross many departments and many functions, and may contain one or more procedures. Procedure : A procedure relates to a series of steps which when taken sequentially, achieve a consistent output. Other terms used to define procedures are Standard Operating Procedure (SOP) or business best practice. A procedure is an accepted way of completing a task in a logical order. A procedure describes the who, what, where, when, and why by means of establishing structure. These can also be seen as policies or protocols that are referenced as part of a process. Procedures help teams move along in a concise and streamlined way. https://blueninja.eu/what-are-the-differences-between-processes-and-procedures/

The Step Flow Approach below can make it more structured and clear.

https://www.manycaps.com/blog/iso9001-2015-processes-procedures-work-instructions.html

The definition of Process and Procedure can be simplified as shown in the below table.

PROCESS

PROCEDURE

1. Progress, advance

1. A particular way of accomplishing

2. Something going on : proceeding

something or of acting

3. A natural phenomenon marked by gradual

2. A series of steps followed in a regular

changes that lead toward a particular result 4. A continuing natural or biological activity

definite order 3. A set of instructions that has a name which

or function

it can be carried out into action

5. A series of actions or operations conducing

4. A traditional or established way of doing

to an end ; especially : a continuous

things

operation or treatment especially in manufacturing

*Bear in your mind that a process may requires a set of procedure.

Can you think of process and procedure that you have carried out?

Tips for Describing Processes and Procedures: • Make sure you understand the process involved. • Explain it in the correct sequence. • State only the necessary steps. • The explanation should be brief, simple and clear. • Make use of the sequence connectors to link one step to another so that your description is in a smooth flow. • Use a mind-map or a flow chart as a tool to organize your information/content.

EXERCISE 1 The RTK-Antigen test is used as a screening test for Covid-19. This test consists of 6 steps. Number the stages according to the correct sequence.

Spit your saliva until it reaches at least ¼ of the reagent container. Drop 4 drops of the mixed reagent into the test kit. Wait for 15 minutes to view the results. Tear off the seal and connect the funnel to the reagent container. Remove the funnel and put the cap on the reagent container. Squeeze 20 times and shake 20 times to mix it. Push the reagent container to create a hole in the box and leave for 5 minutes.

EXERCISE 2 The water treatment process consists of five stages. Fill in the stages with the phrases given in the box and number the stages according to the correct sequence.

Coagulation/ flocculation basin Disinfection

Sedimentation Corrosion control

Filtration

•

Phase

Sequence

PH is maintained by adding alkaline substance to reduce corrosion in the distribution system and the plumbing in your home or business. The water is then filtered through layers of fine, granulated materials — either sand, or sand and coal, depending on the treatment plant. As smaller, suspended particles are removed, turbidity diminishes and clear water emerges. To protect against any bacteria, viruses and other microbes that might remain, disinfectant is added before the water flows into underground reservoirs throughout the distribution system and into your home or business. Denver Water carefully monitors the amount of disinfectant added to maintain quality of the water at the farthest reaches of the system. Fluoride occurs naturally in our water but also is added to treated water. Raw water from terminal reservoirs is drawn into mixing basins at the treatment plants where alum, polymer and sometimes lime and carbon dioxide are added. This process causes small particles to stick to one another, forming larger particles. Over time, the now-larger particles become heavy enough to settle to the 2bottom of a basin from which sediment is EXERCISE removed.

EXERCISE 3 1. Read through the passage and put the paragraphs in the correct order. Give a suitable title to it. Title: _______________________________________

After the bark is removed, the wood is pulped. The logs are first sliced into chips and then treated with chemicals in a digester. These dissolve the lignin which binds the wood fibres together. Alternatively, machines may grind the logs in water to produce pulp. The pulp is then bleached.

Liquid pulp is fed onto a mesh belt. Water drains through the holes in the mesh; the drainage is accelerated by suction. The dandy roll presses the fibres together into a wet ribbon known as a web. Belts move the web between the press rolls, which remove more water and compress the paper.

The final stage is drying. The damp web moves through the dryer, where it passes between hot cylinders and feltcovered belts that absorb water. It is then wound on reels or cut into sheets.

A sheet of paper is a flattened mesh of interlocking plant fibres, mainly of wood and cotton. Making paper involves reducing a plant to its fibres, and then aligning them and coating the fibres with materials such as glues, pigments and mineral fillers. There are several stages in papermaking.

The next stage, mixing, is what gives paper its appearance. The bleached pulp goes to the mixer, where materials are added to improve the quality of the paper. The additives include white fillers such as china clay, size for waterproofing, and coloured pigments. The mixer beats the fibres into a smooth pulp.

The process begins in the forest, where trees are fallen and then transported to paper mills as logs. The bark has first to be stripped off the logs without damaging the wood.

Language Focus Sequence and Sentence Connectors Sentence connectors are used to link ideas from one sentence to the next and to give paragraphs coherence. Sentence connectors perform different functions and are placed at the beginning of a sentence. They are used to introduce, order, contrast, sequence ideas, theory, data etc. There are many types of connectors that you can use in order to describe a process.

An example of a process that uses sentence connectors:

To successfully replace a flat tire, the driver follows several steps. First, the hubcap is removed and then the lug nuts on the wheel are loosened. Secondly, the car is raised with a jack. Next, the nuts are removed and the flat tire is taken off. After that, the spare tire is put on, and the nuts are replaced. Then, the car is lowered to the ground. Finally, the nuts are completely tightened and the hubcap is replaced before the car is started.

Language Focus

EXERCISE 4 Read the following text and complete the flow chart based on the process given. (6 marks) How to Save a Wet Phone Getting your cell phone wet usually means you have to replace it, but sometimes if you are fast enough, you might be able to save the phone! Initially, take the phone out of the water as soon as possible so that you can turn it off immediately, as leaving it on can cause it to short circuit. If it has been in water, assume it is waterlogged whether it is still working or not. It is still worth trying the following steps to attempt saving the phone, before giving up. Next, right after removing the phone from water, use some paper towels or soft cloths to lay the phone on while removing the battery cover and battery. This is one of the most important steps to saving it. Many circuits inside the phone will survive immersion in water provided they are not attached to a power source (battery) when wet. Then, dry your phone with a soft rag or towel. If there is even one drop of water left inside, it can ruin your phone by corroding it and making the circuits corrode or short out. Obviously, you need to remove as much of the water as quickly as possible, to prevent it from easing its way into the phone. Then, try to suck the liquid out of the inner parts of the phone by using a vacuum cleaner. All of the residual moisture can be removed by drawing it away with a vacuum cleaner held over the affected areas for up to 20 minutes, in each accessible area (take turns with a friend). After that, use a substance with a high affinity for drawing out moisture. This can be done by placing the phone in a bowl or bag of uncooked rice overnight. The rice might absorb some remaining moisture. Finally, take your phone to an authorized dealer for further checking. Do not try to hide the fact that it has been wet - there are internal indicators that prove moisture - and the repair people are more likely to be able to help you if you explain exactly what has happened to the phone.

Initially,________________ _______________________ _______________________ ____________________

Next,

__________, take your phone to an authorized dealer for further checking.

EXERCISE 5

The below are the steps in registering your online business with SSM using the offline registration method. You must rearrange the steps into the correct sequence and use correct Sequence / Sentence Connectors in linking the steps.

_____________, check the company name availability.

_____________, carve out the best company name.

_________________ head to the SSM main office.

________________, apply for Form A. Fill in the require information and attach both Form A and Form PNA 42 if you are registering for a trade name.

_________________, apply for Form 42. For an owner who registers under a trade name, they are required to fill in the form together with their three suggested name followed by the nature of their business. 49

PASSIVE FORM 1. Very often, a process is explained in PASSIVE sentences. In active sentences, the thing doing the action is the subject of the sentence and the thing receiving the action is the object. However, in a passive sentence, the object is placed first followed by the subject (doer). Let’s look at the example below: Active Sentence: The ropes

lift

(S) subject

the bed up into a vertical position.

(V) verb

The engine

produces

(O) object

a certain amount of power

Passive Sentence:

The bed

is lifted up into a vertical position

(O) object

(V) verb

A certain amount of powder

is produced

by the rope. (S) subject by the engine.

1. The following table gives you a clearer structure of the passive.

Object The X-ray machine The cars

**Be-verb is are

+ + +

The Passive **past participle switched on assembled

Subject (doer) by the technician. by robots

** be - verb = is /are / am / was / were ** Past participle is the third form of verb. (Look at index page for a list of past participle)

2. We only use the passive when we are interested in the object or when we do not know who caused the action. Therefore, the doer is not mentioned when it is not important. Look at the examples below:

These photons are channelled into an LED cylinder.

The radiographic filament is placed underneath the patient.

As in active sentence construction, the subject-verb agreement must be observed when determining “be verb” of the passive forms. Photons (plural) → are channelled The radiographic filament (singular) → is placed

Where’s the subject?

Who channeled the photons? No one. The machine does that. Who switched on the X-ray machine? Not mentioned, and it is not important as long as it is switched on.

EXERCISE 6 Identify the active and passive voice in the sentences given. 1. Dentists are assisted by dental hygienists. 2. My spouse arrived by plane at 6:55. 3. By pure coincidence, she came into the store when I happened to be there. 4. We were bitten by mosquitoes at the cottage! 5. My wallet was found on the street. 6. The argument was rejected. 7. The director studied the file and gave her comments. 8. The committee assured me that no follow-up was necessary now. 9. The child was bitten by his friend at the day-care. 10. Alice Munro won the Nobel Prize in Literature in 201

EXERCISE 7

The paragraph below is about the Process of Making Chocolate. Fill in the blanks with the correct passive forms. Give a suitable title to the process. The process of making chocolate begins with the farmers. They grow the cocoa on their plantations. When the cocoa is ready, the farmers harvest all the ripe pods. The selection process for harvesting the right cocoa needs to be done with care so that only the cocoa beans at their peak ripeness will be used in the chocolate making process. Once all the pods (1) __________ (harvest), they (2) __________ (break) and the beans (3) __________ (remove). The beans will then undergo a fermentation process and afterwards, they (4) __________ (set) in the sun to be dried. Now the beans (5) __________ (be) ready to be (6)__________ (sell) and (7)__________ (ship) to the location of the buyer’s factory. Depending on the type of chocolate that is going to be created, the process for making it can be vary. Many chocolate companies will take ground cocoa beans and add cocoa butter, milk and sugar among their other ingredients to create their own special blend. After this, the chocolate (8) __________ (refine) to create a smaller particle size and (9) __________ (mixed) in a process called couching in order to blend all ingredients together and give it a more smooth texture. The next step involves tampering which is a very important and delicate part of the process. The chocolate (10) __________ and __________(11) (heat, cool) in a controller manner causing the chocolate to harden while keeping all the ingredients evenly spread throughout the finished products. The finished products then (10) __________(12) (pack) to be sold locally or exported. EXERCISE 8 The steps below are about the process of Saving a Wet Phone. Change them into Passive Forms. Active Initially, take the phone out of the water as soon as possible. Passive Active

Next, use some paper towels or soft cloths to lay the phone on while removing the battery cover and battery.

Passive Active

Then, dry your phone with a soft rag or towel.

Passive Active

Then, try to suck the liquid out of the inner parts of the phone by using a vacuum cleaner.

Passive Active

After that, use a substance with a high affinity for drawing out moisture.

Passive Active

Finally, take your phone to an authorized dealer for further checking.

Passive 52

EXERCISE 9 Fill in the blanks with the correct Passive Forms given.

should be mentioned should be recognized

should be unplugged needed can be increased are held are supplied can be opened are aligned

Memory for your computer is getting cheaper and cheaper. That’s great news, since, with more memory, more programs and files 1) ____________ at once. A typical PC will ship with 128MB or perhaps 256MB of memory, but that amount 2) ___________ to 512MB or even 1GB. The hardest part of installing new memory is figuring out what kind to buy. Memory is an alphabet soup of packages, pin configurations, types, and speeds. Many current systems 3) ____________ with SDRAM in 168-pin DIMMs (dual in-line memory modules). Another type, DDR (double data rate) SDRAM, which is roughly twice as fast as standard SDRAM, uses 184-pin DIMM slots. All of these types of memory are available at various speeds. To be absolutely sure about what kind of memory you need, check your computer or motherboard documentation. The type of memory 4) ___________. Alternatively, open the computer case and look at the memory chips for hints. Once you have found the type and amount of memory 5) ____________, locate the sockets and remove existing memory. The computer 6) ___________. Ground yourself or wear an antistatic wrist strap, and remove the case. In order to upgrade memory, you may have to remove some of the existing modules. If the modules 7)__________ in place by plastic or metal tabs, push down on these tabs at the same time and the module should pop out. Install the new memory. Most modules (DIMMs) have two notches on the bottom that match the DIMM socket. Make sure the slots 8) ____________ properly with the socket. Press down evenly across the top of the DIMM until the tabs on either side of the DIMM slip into place. Turn on your system. The new memory 9) _____________ automatically by the BIOS. Exit the screen and save the CMOS settings for them to take effect. That’s all there’s to it.

DESCRIBING PROCESSES AND PROCEDURES IN A FORM OF FLOW CHART OR DIAGRAM. What is a flow chart? •

A flowchart is a graphical representation of steps.

•

It was originated from computer science as a tool for representing algorithms and programming logic but had extended to use in all other kinds of processes.

•

Nowadays, flowcharts play an extremely important role in displaying information and assisting reasoning.

•

They help us visualize complex processes or make explicit the structure of problems and tasks.

•

A flowchart can also be used to define a process or project to be implemented. https://www.visual-paradigm.com/tutorials/flowchart-tutorial/

Do you know that different flowchart shapes have different conventional meanings? YES. Flowcharts use special shapes to represent different types of actions or steps in a process. Lines and arrows show the sequence of the steps, and the relationships among them. These are known as flowchart symbols. The table below show some common symbols and their functions.

There are various sources on the internet where you can generate your own flowcharts. https://www.smartdraw.com/flowchart/flowchart-maker.htm is one sample website that you can browse to develop your personalized flow charts.

Sample flow chart

Exercise 10 Design flow charts for the process and procedures involving products / services that you have innovated and presented for Oral Presentations. You may use some tips from the below given references. https://www.flowmapp.com/blog/articles/how-to-design-a-flowchart https://creately.com/blog/diagrams/flowchart-guide-flowchart-tutorial/

These are clear examples of flow charts that show the Processes and Procedures for Businesses.

You must understand the process thoroughly ✓ Identify number of stages or steps that involve ✓ Use keyword or main point ✓ State the title

Look at the example on how to convert the description of processes and procedures (Linear form) into a flow chart (Non Linear form) . Pay attention on how the sequence connectors are used in the description.

To successfully replace a flat tire, the driver follows several steps. First, the hubcap is removed and then the lug nuts on the wheel are loosened. The second step is to raise the car with a jack. Next, the nuts are removed and the flat tire is taken off. After that, the spare tire is put on, and the nuts are replaced. Then, the car is lowered to the ground. Finally, the nuts are completely tightened and the hubcap is replaced before the car is started.

How to Replace a Flat Tire

1. The hubcap is removed

6. The spare tire is put on

7. The nuts are replaced

2. The nuts on the wheel are loosened

3. The car is raised with a jack

5. The flat tire is taken off

8. The car is lowered to the ground and the jack is removed

4. The nuts are removed 9. Make sure the nuts are tightened completely before you drive away

•

Each step must consist an action verb.

•

DO NOT include any elabrations in your flow charts.

•

DO NOT include and cautions or warning in your flow charts.

EXERCISE 11 Based on the flow charts you have created in Exercise 10, write the descriptions for each flow charts including imperatives / warnings and cautions. EXERCISE 12 Read the following text and then fill in the diagram below with the correct process.

HOW ALUMINIUM IS RECYCLED The life cycle of an aluminium beverage lasts about 60 days from "can to can." In this short time, a beverage can goes from the grocery store shelf to the consumer, and then on to a recycling facility where it is re-melted into can sheet and re-formed into another aluminium beverage can with exactly the same physical characteristics as the original can. Firstly, the aluminium cans are collected and taken to a treatment plant. At the treatment plant, the aluminium is sorted, cleaned and ready for reprocessing. It then goes through a re-melt process and turns into molten aluminium. The aluminium is then formed into large blocks called ingots. Each ingot contains about 1.6 million drink cans. The ingots are sent to mills where they are rolled out to form aluminium sheets. Then the aluminium sheets are made into aluminium products such as cans, chocolate wrapping and ready meal packaging. The recycled aluminium products are then sent back to the shops and ready to be sold to the consumers.

EXERCISE 13 Read the following text. In pairs, discuss and answer the following questions based on the above text. SET UP A HOME-BASED BUSINESS Home-based businesses are fast becoming a popular way to operate your small company, while reducing expensive start-up costs such as leasing spaces, leasehold improvements, utility and phone deposits as well as major office equipment. Thousands of people across the country are finding that working from home provides them with the advantages of earning an income with the flexibility to work when it is best for them and take care of the family and other responsibilities that often arise throughout the workday. However, before starting your home-based business, consider the following advice. Firstly, determine your local and state requirements for licensing and zoning regulations. Be sure to check with your local zoning office to find out how the zoning regulations in your office may affect your business plans. Determine if your business requires licenses and file the necessary forms. Next, rent a post office box and use that address on your promotional mail and stationery, doing this will make it less obvious that you are working from home. The professional image you portray is very important to your clients. After that, install a phone line in your home dedicated to your business. Preferable use an answering machine for incoming business calls. Then, organize your workspace with great care. Make sure that you have sufficient space to meet your needs. In addition, when scheduling appointments with clients, consider meeting them at your client’s office or renting a conference room to maintain a professional image. Other than that, remember to establish contacts with your competitors and join associations pertinent to your business. Have your clients suggest possible new clients and ask if they will recommend you. Above all, put some of your earnings into savings accounts for those times when your business is in a slump. Last but not least, discipline yourself. You must be self-starter and follow a routine, just as if you were working for any other business. In many cases, you are the only person you can rely on to get the job done.

(Adapted from http://www.score.org/bp_10.html)

Why does home-based business become a popular way to operate a small company?

b. What are the advantages of working from home? c.

Why should you meet your clients at their office or a conference room?

d. How do you discipline yourself?

EXERCISE 14 Read and underline the sequence connectors in the Exercise 13 to help you to identify the different stages of setting up a home-based business. Then fill in the diagram below with the correct process.

ACTIVITY 1 Group Activity 1. Find and download a short video (2-3 minutes) pertaining to specific processes of any field (eg: business / manufacturing / construction / installation). 2. Write the description on the processes found in the video. 3. Then, prepare a flow chart based on the processes.

Unit 3 CLO 3: Demonstrate effective communication and social skills in handling enquiries and complaints amicably and professionally

3.2. Respond to enquiries

Language items: Wh- questions, modal 3.1 MAKE AND REPLY TO ORAL ENQUIRIES ●

Enquiry is used when asking a question or seeking information.

●

People who make enquiries should phrase their questions carefully.

●

When they reply to enquiries, they are expected to give relevant answers directly.

●

We make enquiries when we want to ask for more

ENQUIRIES

3.1. Initiate oral and written enquiries

information concerning a product, service or other information that interests us. ●

These enquiries are often made in response to an advertisement that we have seen in the paper, a magazine, a commercial on television when we are interested in purchasing a product/service but would like more information before making a decision. 61

LANGUAGE FOCUS In order to make enquiries, you need to know how to construct questions. The notes below show the types of questions that you can ask when making enquiries. There are three main types of questions. Types of Questions WH- Questions

Examples • • • • • • •

Yes - No Questions

• • •

Tag Questions

• • •

What do you think about the programme? Which way should I take to go to that building? How was your trip? When did you get back? Who did you go with? How many people were there? Whose car did you drive? Do you have any other models available? Yes Is this product under warranty? No Are there any other seats available for the concert? Yes This is a local product, isn’t it? You offer catering services, don’t you? This package includes breakfast, isn’t it?

Note Answers to this type of questions are unlimited but they must relate to the information sought by the WH-questions

Answers to these questions are limited to a simple Yes or No.

Such questions are intended to ask for confirmation of the true statements to which the tags are attached

LANGUAGE FOCUS MODALS Speaking politely reflects good manners. To show respect and politeness, most people use modal expressions when making or replying to enquiries. Most polite expressions contain modal auxiliary verb such as may, could, should, would, can and shall. Some common polite expressions using modal are: a. May I know more about the travel package? b. Shall I send you some free samples? c. Could you repeat that please? d. Would you kindly send me some details of the product? e. Would you mind telling more about the conference? 62

f. Can you please explain the application process?

*Refer to page 3 for additional notes.

Exercise 1 Complete the role play using requests (Could you.., Can you……, Would you…., Would you mind… etc.) and also the two part verbs in brackets.

Hey Alicia, I’m home. 1. _____________________ close the door? It is cold

OK…but the cats are on the table. 2. _____________________(put/out) 63

Ok. But hey! You turned on the radio too loud. 3. ___________________(turn/down)

No problem. Oh no! the food in the oven is burning. 4.__________________? (take/out) Oh my God…yes, I’ll do it quickly. And the cushions are everywhere on the floor. 5.__________________(put/away) I’m already doing it. Hey, I watch the news 6 ._______________________? (turn/on) I’ll do that. Oh, the phone’s ringing. 7._____________ and see who’s calling. (pick/up) It’s for you. Wow ! look outside. It’s raining. The clothes are hanging on the line. 8.____________________? (bring/in) Oh, I’m sorry … I’m on the phone. It’s important. OK, I’ll do it myself. 9. And ____________ the phone quickly! I’m hungry (get off)

REPLYING TO ORAL ENQUIRIES Replies to enquiries can be positive, for example when you give the person information, or agree to do something. They can also be negative, saying you are unable to help, or do not have the information, service or product that the person has asked for. If the replies to enquiries are positive, it may also have the purpose of persuading the person to do something such as buying a product or booking a service. In order to do this, you might want to include extra information or attractive-sounding descriptions. You will certainly want to make a good impression on the person by sounding helpful, businesslike, and efficient.

If the replies to enquiries are negative, the negative information should usually be given in a way that does not preclude further contact: you might want to offer a solution to the problem, despite being unable to help personally.

Providing Requested Information: • • • • •

We are pleased to inform… We would also like to inform you ... Regarding your question about ... In answer to your question/enquiry about ... As you requested….

Providing Extra Information: •

• •

You may also be interested to know that we can offer…. You might like to know that we also sell …. You may also wish to consult our website at……

Apologizing for not being able to help: •

•

I regret to say that we no longer stock this ………. However, if you have problems our technical support staff may be able to provide help. I’m sorry that we do not offer the service now…however, if you are interested I could give you the contact of a different service provider…..

Exercise 2

2. Imagine that you are the Sales Executive of Firefly Airlines. Respond to the enquiries made by a potential customer based on the advertisement below: Customer: Could you tell me more about the package? You: _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ Customer: When is the travel period? You: _________________________________________________________________ _________________________________________________________________ Customer: How do I book this package? You:3 EXERCISE _________________________________________________________________ A. Complete the following enquiry on university scholarship application using suitable

_________________________________________________________________ expressions. Susan: Good Morning Ms. Nadia. How can I help you? Nadia:___________________________________________________________________________?(1) (ask who can apply) Susan: The Perdana Foundation Scholarship is available to students of all backgrounds, abilities and levels. Who are planning to enter university. It is not limited to students with high academic averages or extraordinary abilities. Nadia:___________________________________________________________________________?(2) (ask about the duedate) Susan: Every year the Perdana Foundation Scholarship Application has a priority deadline of the second ofMarch. For full consideration you should submit your application by that date. Be advised that thePerdana Foundation Scholarship Application period is open every January. Nadia:___________________________________________________________________________?(3) (ask about the application process) Susan: You will need to complete the Perdana Foundation Scholarship Application form which is available online at www.perdana.edu/scholarships. Applications can be emailed to scholarships@perdana. edu, or faxed to 05-4552500, or handed in to, or posted to the Financial Aid and Scholarship Office. Nadia: __________________________________________________________________________?(4) (ask when it will be awarded)

Susan: Scholarships will be awarded during the January semester and the July semester. If you are selected for a scholarship, a congratulatory letter will be mailed to you stating the name, amount and criteria associated with that scholarship.

Nadia: Thank you for your kind information. I will send in my application soon. Susan: You are welcome Ms.Nadia and wish you all the best.

B. Complete the following enquiry on hotel room reservation using suitable expressions. Receptionist

: Good afternoon, Heritage Hotel. May I help you?

Simo

: Hi, Good afternoon. I’m Simon. I would like to book a hotel room.

Receptionist

: Certainly. When ___________________________________________________?(1)

Simon

: I’ll be checking in on 20th September 2019. What _______________________________ _____________________________________________? (2)

Receptionist

: We have Standard, Superior and Deluxe rooms. We also have Junior and Executive Suites. Which _____________________________________________________? (3)

Simon

: I’m interested with the Deluxe room. How much ________________________________ ____________________________? (4)

Receptionist

: The Deluxe room is RM300 per-night inclusive of breakfast for two. Shall I book the Deluxe room for you Mr. Simon?

Simon Receptionist

: Yes please. : Okay, let me make sure the details Mr. Simon. A deluxe room on 20th September 2019. Is it right? Can ___________________________________________________? (5)

Simon Receptionist

: My phone number is 019-5882542. : Let me give you your confirmation number. It´s: 7576385. I´ll repeat that: you for choosing Heritage Hotel and have a nice day. Goodbye.

Simon

: Thank you. Bye.

7576385.Thank

C. Complete the following enquiry on flight reservation using suitable expressions.

Reservation clerk

: Northwind Airways, Good morning. May I help you?

Raj

: _________________________________________to Sydney next Tuesday? (1)

Reservation clerk

: One moment, please... Yes. There is a flight at 16:45 and one at 18:00.

Raj

: I would like to reserve a business class ticket for the one at 16:45. How much ____________________________________________________________ (2)

Reservation clerk

: That would be RM1100. Could I have your name please?

Raj

: I’m Raj Sebastian.

What ______________________________________?(3)

Reservation clerk

: The flight leaves at 16:45, and your arrival in Sydney will be at 9:25 a.m., local time. The flight number is NWA 476.You will have to confirm this reservation at least two hours before departure time.

Raj

: O.k. Thank you.

Activity 1: Role Play Choose any one of the situations below. Work with your partners and present a roleplay.

1. Requesting Travel Information

Student A:

Student B:

Choose a city in your country. You are going

You work in a travel agency. Listen to student

to travel to this city for a business meeting

A and offer him/her the following solutions:

over the next weekend. Telephone a travel

•

agency and reserve the following:

Flight fare: Jet Airways – RM450 Domestic , RM790 First Class

•

Flight fare

•

Hotel room for two nights

RM180 a night in the downtown area,

•

Restaurant recommendation

Central Hotel RM200 a night near the

•

Prices and departure times

airport

•

Hotel room for two nights: City Hotel

Restaurant Recommendation: Asian Cafe - downtown - average price RM60 a person

WRITTEN ENQUIRIES So far we have gone through all situations of making and replying oral enquiries, so now let’s learn on written enquiries. In fact, an enquiry letter also employs the format of a formal letter as explained below: •

The format of a formal letter that is widely used nowadays is the FULL BLOCK STYLE

•

A formal letter can be divided into 3 sections: 1. The introductory- include some information about the purpose of the letter 2. Body of the paragraphs- contain the main points, include the description, information and explanation. 3. Conclusion- tells the reader what you expect to happen next.

• The letter needs to be written in active voice instead of passive voice Examples: Active voice: We need to solve this problem quickly. Passive voice: This problem needs to be solved quickly.

√ X

•

Email is also another popular style of making an enquiry because it is faster, cheaper and more convenient.

•

Most written emails are less formal and very much similar to a memorandum. However, if you are to write a formal email, the format should follow a formal letter.

Here are steps in writing enquiry letter:

STEP 1 Refer to the advertising medium / begin with an introductory statement. Your reference can be from: • embassy, consulate or chamber of commerce • exhibition or trade fair

• someone’s recommendation • advertisement Samples of expressions: -I was interested in the water filter advertised recently in The Times. -We are told that you are leading manufacturers of stainless-steel utensils... -My officemate is extremely satisfied with the heater and has recommended it to me.

STEP 2 State your purpose/ state the enquired items clearly (e.g. catalogue, brochures, a price list, discounts, method of payments or samples)/ mention the reason for the enquiry Samples of expressions: -I am writing to enquire about the price of your classes. -I would appreciate if you could send me the details of the latest model of your water filter. -I would be grateful if you could send me the price list. -Would you kindly send me your latest catalogue? -We wish to know whether you can supply us 100 thalis from ready stock at the factory price. -This is to inquire if you can supply us zinc appliances in bulk. The list of the product required by us is enclosed.

STYLE AND TONE Enquiry memo/email is a business letter. Thus, you have to: • be courteous • use formal language with soft and positive tone • employ direct, short and precise language • avoid using text message abbreviation • avoid using slang • avoid using “emoticon” (emoticons are symbols which people often use in the internet chat) • check your spelling and grammar (poor spelling and grammar will irritate your reader, thus giving poor impression on you and your company)

DOS Always use ‘please’ and ‘thank you’:

•

Thank you for your email. Can you

DON’TS • Send me your catalogue.

please send me your catalogue? 2.

Be precise, courteous, formal:

•

Thank you for your order for 10 boxes of

• We got your order. The cost is

Sunlight Newspaper. Our price for each

RM250 per box plus RM50 for

box is RM250, plus an additional RM50

delivery. Delivery is 3-5 days.

for postage. Our normal delivery time is 3-5 days. 3.

Avoid being very direct.

•

We think your prices are rather high.

• Your prices are not ridiculously acceptable.

Avoid using imperative:

•

As the matter is urgent, we shall appreciate an early reply.

Use hedging:

•

I was wondering if you can help me…

Avoid blaming or accusing the reader:

• I am afraid there is a problem with the order. 7.

Understate the point:

•

It seems we have a small problem.

• You must reply this straight away.

• Can you help me? • You’ve made mistake with my order.

• There is a problem.

STYLE AND TONE • Memo and email should be brief and to the point. • Memo and email should contain common words, simple sentences, clear and concise language with each important point in separate paragraphs. • Most organizations today adopt an informal tone in memo and email writing. • This is due to the reason that the sender and receiver of the memo or email belong to the same organization, thus the social distance between them is closer. • Therefore, less formal language and style are acceptable.

MEMO OF ENQUIRY LAYOUT Since a memo is sent for an internal communication, it uses a simpler and more direct layout. Unlike letters, memo has less parts consisting of the heading and the body (see the sample).

DYNO MANUFACTURING 33 Lorong Bukit, Perdana Industrial Zone 44000 Senawang, Negeri Sembilan MEMORANDUM

To From Date Ref. Subject

HEADING

: Ellen Chang, HR Manager : David Rao, Production Manager : 10 August 2012 :: Procedure on indiscipline employees

I would like to know the legislative procedure to be taken upon employees who are problematic and indiscipline. Could you send me the complete procedure and relevant documents (if any) on this matter?

BODY

Thank you. Below is the example of an e-mail of enquiry.

salesmanager@ayucruises.com Enquiry on Luxury Cruises

Dear Sir/ Madam My neighbor, Mr Zaman Ismail, has recently recommended your luxury cruises to me. He and his wife have often taken Blue Line Cruises and speak very highly about them. My wife and I are thinking of celebrating our 25th wedding anniversary in November with a special holiday. Can you please send me a copy of your current brochure showing the cost of your cruises together with departure dates to my e-mail account or the above address? I’m looking forward to hearing from you soon. Yours faithfully Harith Ibrahim

REPLY TO ENQUIRY • Since memo/email of reply is written in direct response to letters or telephone calls of enquiry, it is best to give a direct answer. • Hence, a reply to an enquiry is normally brief, polite and direct. TYPES OF MEMO/EMAIL OF REPLY Generally, there are two types of reply for enquiries or requests: Granting Requests / Enquiries -A reply must be able to answer the enquiries plus provide additional information. -The enquirer has shown interest in the product and this may establish business contacts.

Refusing Requests / Enquiries -These letters say ‘no’ -These letters need to be carefully handled with great tact and courtesy. -This is to ensure that the enquirer is not offended and yet able maintain the goodwill.

Examples of Useful Expressions for Writing a Memo /Email of Reply: A. Opening: Acknowledgement of The Enquirer’s Letter: • Thank you for your letter dated _____(date)_____ to enquire about ____________. • Thank you for your letter Ref: CS/AR/2 which we received this morning/today. • We are pleased to receive your letter of _____(date)_____ in which you expressed interest in ____________. • We are pleased to hear from your letter of _____(date)_____ that you were impressed with our ____________. • We are pleased to hear from your letter of _____(date)_____ that you were recommended to up by _____(name of person/institution/company)_____. • We are pleased to hear from your letter of _____(date)_____ that you are planning to hold your conference/seminar/meeting at our hotel. B. Confirmation That You Can Comply To Request: • We have a wide range/selection of computers etc. to suit all types of purposes. • Our company/firm/factory has no problem to give you the specified substantive quality goods with prompt delivery guaranteed. • We have enclosed our current catalogue and price-listing quoting c.i.f prices Pulau Pinang (sea port).

• Please find enclosed our current catalogues/booklets/brochures/prospectuses/samples as you requested. • We have enclosed out price-list but should advise you that the prices are subject to change. • In reply to your enquiry of _____(date)_____ we are enclosing ____________. • At your request we are delighted to/will be most happy/will be glad/demonstrate our product at your convenience.

C. Additional Information • We have enclosed our booklet/catalogue on _____(product)_____ and are sure that it can be adapted to your specifications. • The details of this are on page ____________ under the heading “____________”. • We are also enclosing details of our terms of discounts and payments. • Our representative from our firm Mr. ____________ will be in Kuala Lumpur/Penang/Sabah on _____(date)_____ and we have asked him to make an appointment to show you/demonstrate to you our product/samples. He is authorised to discuss terms of an order or to negotiate a contract. • The product you requested for is no longer published/manufactured by us but by Dewan Bahasa Pustaka/Rahman Printers Sdn. Bhd. If you would like to write to them their address is ___(address)_____. • The enclosed catalogue/booklet will only give you an idea of the type of _____(product)_____ we produce. May we suggest you visit our showroom in/at _____(place)_____.

D. Closing: Encourage For Placing Order/ Further Actions • We thank you once again for writing to enquire about our ____________. We hope to hear from you soon. • Thank you for writing to us. We would be happy to answer any further queries you have. • We hope to hear from you soon and please be assured that your order will be dealt with promptly.

E. Stating The Reasons For Being Unable To Provide Enquired Information •

I regret to say that we don’t have the stock anymore. 75

• • • •

Regretfully, we do not have any of the discontinued models. We regret to inform you that the hotel grand ballroom is fully booked starting November to December 2011. I regret to say that we no longer stock this ………. However, if you have problems our technical support staff may be able to provide help. You may rely on us to give your requirements our immediate attention.

Exercise 4 The paragraphs below are not in the correct order. Reorder them by writing number 1 – 6 in the boxes given. We are pleased to quote you the following prices: For orders of less than 100 pieces = RM49 each For orders of 100-499 pieces = RM45 each Thus for 150 watches the price will be RM6750. This includes transportation of the watches by air freight.

Dear Mr Chan We were pleased to receive your enquiry of 15 March about our Profon-22 Deep Sea Diving Watch.

We can dispatch the watches within two days of receiving your order.

We hope you will be satisfied with our prices and terms, and we look forward to receiving your initial order.

We believe that the Profond-22 provides the deep sea diver with the accuracy and durability that very few watches can match. Yet its cost is very competitive.

Since we have had problems obtaining payment from a number of new overseas customers, we now require a banker’s draft for the full amount, in this case RM6750, at the time the order is confirmed. I hope this is acceptable to you. 76

UNIT 4

CLO 3: Demonstrate effective communication and social skills in handling enquiries and complaints amicably and professionally. 4.1 Lodge complaints 4.2 Respond to complaints

Language item(s): transitional markers and/or other appropriate language items can be included

4.1

MAKING COMPLAINTS

Task 1: Look at these strips and discuss with your friend.

WHAT IS A COMPLAINT? Complaint (n) ✓

A written or spoken statement in which someone says that somebody has done something wrong or that something is not satisfactory Dictionary.cambridge.org

✓

Expression of grief, pain or dissatisfaction Merriam-Webster.com

✓

Complaints are expressions of "displeasure or annoyance" in response to an action that is seen by the speaker as unfavourable.

Suppose you want to complain about the pizza you have just ordered because it's too salty, what are the expressions needed to express and respond to complaints?

Here are expressions you can use when complaining: • • • • • • •

I have a complaint to make. ... Sorry to bother you but... I'm sorry to say this but... I'm afraid I've got a complaint about... I'm afraid there is a slight problem with... Excuse me but there is a problem about... I want to complain about...

Examples:

I have a complaint to make.

Your pizza is just too salty.

I'm sorry to say this but

Your food is inedible.

1. I'm afraid I've got a complaint about your child. He's too noisy. 2. I'm afraid there is a slight problem with the service in this hotel. 3. I want to complain about the noise you are making. 4. Excuse me but you’re standing on my foot. 5. I'm angry about the way you treat me.

Most Common Expressions •

I'm sorry to have to say this but I'm angry about the way you treat me.

•

I'm sorry to bother you, but I'm angry about the way you treat me.

•

Excuse me if I'm out of line, but I'm angry about the way you treat me.

•

Don't get me wrong, but I'm angry about the way you treat me.

HOW TO COMPLAINT? The first step in complaining is to clearly present your problem. Failure to communicate effectively often makes it difficult to resolve complaints. A clear and brief explanation of what is wrong and what you want the company to do is necessary. It is important to remember that a direct complaint in English can sound rude or aggressive. It is best to mention a problem in an indirect manner.

STEPS TO AN EFFECTIVE COMPLAINT 1. 2. 3. 4. 5. 6. 7. 8. 9.

Describe your purchase Include the name of the product and serial number. Include the date and place of purchase. State your problem. Ask for specific action. Allow time for action. State how you can be reached. Enclose copies of your documents and receipts (but never give originals). Keep copies of all your letters, faxes, e-mails, and related documents.

Here Are Some Tips In Making A Complaint. Don’t delay – Complaint as soon as possible after the event. It is much easier to remember all details. There may be a time limit in which your complaint must be lodge. Make checks – When you have decided to complain, make sure you are complaining to the right organization and the right department within that organization. Usually, the head of the department that you are complaining about is good person to complain to. Tell them it’s a complaint – Tell them straight away that this is a complaint, and you want it put through the complaints procedure. Ask for details of the complaints procedure and find out who will be handling your complaint. Provide evidence – Have copies of relevant documents-but only if they will help the complaint officer understand your complaint or they provide evidence to support your complaint. Make sure you keep copied yourself. Keep notes of any telephone calls about the complaint, including the name of the person you spoke to. This may be important later. Be clear about what you want – Explain clearly what you hope to achieve by complaining. Be polite – Whether writing or speaking to a complaint officer, try to remain polite and calm. Be assertive, not aggressive. Your experience of making a complaint is likely to be more productive if you calmly discuss the issue with the complaint officer-getting angry tends not to lead to better outcome and just makes the complaint process unpleasant for everyone. Don't use an angry, threatening, or sarcastic tone Remain calm - The person who can help probably didn't cause the problem Respond appropriately – Respond appropriately if asked to do so by the complaint officer; read any letters and documents that are sent to you. If for some reason you cannot reply within the stated timescale, such as if you are unwell or on holiday, tell them why and ask for more time. Documentation – Document each step, keep copies. Be patient – It may take some time for your complaint to be considered. Don’t be afraid to chase politely if nothing seems to be happening to progress matters.

Task 2: Read the dialogue below. Fill in the blanks with suitable answers. Mr. Tim is in a restaurant in Ipoh. He ordered his meal over 30 minutes ago, but it still hasn't come.

Tim

: Excuse me, I've been waiting for over _____________ and my meal ____________________.

Waiter : What did you order? Tim

: Steak and salad.

Waiter : _____________________, I'll go and see what the delay is. Tim

: Thank you.

(After a few minutes) Waiter : Sorry to keep you waiting. Here's _____________________. Tim

: _________________. Sorry, but this knife is a little dirty. _____________________________?

Waiter : I'm very sorry. Yes, of course.

(After a moment) Waiter : Here you are. A new pair of knife and fork. Tim

: Thanks. ________________ the music is a little too loud. Can you turn it down?

Waiter : I'll see what I can do. ___________________________? Tim

: No, that’s all. Thank you.

SPEAKING ACTIVITIES Task 3: Work with a partner. Have conversations for each of the problems as in the example. Use the reasons and offers in italics. Example: A B

Complaint

Your payment hasn’t arrived

Apology

I’m very sorry about that

Reason

I’m afraid we have two people away in our accounts

Offer A

Acceptance

I’ll send a cheque today Thank you very much

Situation 1 • I think there is a mistake in my invoice. • new person in the department new invoice Situation 2 • I’m going to miss my connecting flight because of this delay! • fog at the airport hotel for the night Situation 3 • I’ve waited for two hours and you say there are no more tickets for the film • very popular film free tickets for next week Situation 4 • You sent an e-mail with the wrong attachment • new computer send again

Task 4: Role-play the situations below. Situation 1: People who jump the queue in supermarkets. Situation 2: Ketchup packs you can’t open. Situation 3: People who talk while eating. Situation 4: People who steal your answers in class. Situation 5: People slowing down in busy street to observe an accident. Situation 6: Drivers who switch on their hazard light while driving in heavy rains. Situation 7: Blackouts in the middle of good movies.

4.2 REPLY TO COMPLAINT

In this section, you will be exposed to the importance of replying to complaints made by clients/customers. First of all, before you reply to any complaints you need to identify the reason/s for the complaints. Responses should demonstrate an understanding and appreciation of the reasons which motivated the original complaint. Complainants need to be assured that their complaint has been taken seriously. It is often appropriate to express empathy with the situation the complainant faced. When drafting negative responses, it is particularly important to consider phrasing and tone carefully in order to show respects towards the reason for complaint.

HOW TO REPLY TO COMPLAINT?

Task 5 A. What are the reasons for complaints in all the pictures below?

PICTURE B

PICTURE A

PICTURE C

B. Imagine that you are the representative at the customer service counter in a hotel. What are the possible actions you will take for the complaints that you receive based on the pictures?

Task 6 Below are the activities on the moves in replies to complaints. You must answer each activity by using appropriate tone and style. You are advised to work in groups or with a partner.

STEP 1: ACKNOWLEDGE

Task A: With a partner, practice introducing your message to the people in situation 1-5. The first one is done for you. Example: Situation 1 The person who called Person returning call Message

: Lam Kok Wei : Alex Thomas (Central Heating) : New heating system broken again

Introduce yourself

Reason for calling

Hi! This is Alex Thomas from the Central Heating Company returning your call. I got your message regarding the fact that your new heating system is broken again … Acknowledge the message you received

Situation 2 The person who called Person returning call Message

: Noorulziwaty : Luqman (Subang Language School) : Has not received information requested

Situation 3 The person who called Person returning call Message

: Ahmad Faiz : Hema (CIMB Bank) : Lost bank card

Situation 4 The person who called Person returning call Message

: Najibah : Mohd Zaid (A to Z Travel) : Wants deposit refunded

Situation 5 The person who called Person returning call Message

: Azuro Umairah : Joseph Selvam (Natural Flooring) : Colour of the floor doesn’t match with the sample floor tile

STEP 2: APOLOGY

When returning a call to a caller, you should apologize. Read examples i and ii. The underline phrases are used to apologize. Example: i.

You made a mistake on a bill to a customer: I am very sorry about the mistake on the bill.

ii.

A customer bought a defective product in one of your company’s stores: We’d like to apologize for the defective product you bought in our store.

EXAMPLE OF PHRASES FOR APOLOGIZING I’m / We’re very sorry for … I’m / We’re sorry that … I / We’d like to apologize for (the mistake with …) Please accept my/our apologies for this … We sincerely hope you will accept our apologies for this situation. I’m / We’re sorry about …

Task7: Make similar apologies for situation a-e. Use the phrases given IN THE BOX.

You misspelled a customer’s name on a bill. _____________________________________________________________________________

Your company delivered an order one week late. _____________________________________________________________________________

The customer claims that a salesperson in your company was very rude. _____________________________________________________________________________

Something sold in your store was missing some important parts. _____________________________________________________________________________

A truck driver with your company damaged a customer’s car. _____________________________________________________________________________

STEP 3: CLARIFICATION

After apologizing, it is a good idea to clarify what went wrong.

Task 8A: Read sentence beginnings i-iv and match them to endings a-d. The phrases in BOLD introduce reasons for the problem and are useful to learn. i.

It seems there was some kind of problem with our computer record, so

a. meant that the warehouse sent it out one week later than you expected.

…………………………………………….. ii.

I believe there was some confusion over the tools your team ordered ………………..

iii.

I’m afraid that the wrong delivery date was put on your order, which …………..….

iv.

b. and you were sent the wrong equipment.

c. and these defective items mistakenly sent out to our stores.

were

There appears to have been a problem at the factory ……………………………….

d. your order was sent to the wrong address.

Task 8B: Make similar clarifications about the problems in i-v. Use some of the phrases in Step 3: Clarification. The first one is done for you.

Example: i.

Cold weather – pipes froze and broke It seems that because of the cold weather last night your water pipes froze and broke.

ii.

New delivery driver got lost – deliveries were late ____________________________________________________________________

iii. Mistake in warehouse – wrong colour chair was shipped ____________________________________________________________________

iv. Airline strike in Europe – delay in parts being sent ____________________________________________________________________

You made a mistake – CDs weren’t delivered to salesperson ____________________________________________________________________

STEP 4: ADJUSTMENT / CONCILIATION

Task A: The phrases in BOLD in i-v introduce the common expressions used when making adjustment/conciliation. Underline any time phrases that state when the problem will be fixed.

Task B: Which sentence is offering a financial benefit (conciliation) as they cannot correct the problem?

We’re going to arrange for someone to fix the problem this afternoon.

ii.

We’d like to send the missing parts by courier to your office this evening.

iii.

I’d like to offer you a new one/ a replacement this week.

iv.

We will fix the problem in the system immediately, so that this problem will never happen again.

Because this is our mistake, we would like to offer you a 20% discount on your next purchase.

Task 8C: Refer to Task A at Step 1: ACKNOWLEDGE section (Page 73-74). Think of explanation and solution for each complaint. You may discuss with your partner.

___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________

ii.

iii.

iv.

STEP 5: ASSURANCE

Task 9A: Complete the following sentences to assure that the problem written in the bracket will not recur.

I assure you that … (temperature-too hot) __________________________________________________________________________

The department guarantees that … (not enough meeting room)

ii.

__________________________________________________________________________

iii. Our company promises that … (poor cleaning service) __________________________________________________________________________ iv. Our committee will ensure that … (insufficient filing space) __________________________________________________________________________ SPEAKING ACTIVITIES

(Making Complaints & Replying To Complaints) Task 10: Sit in pairs. One partner will be either Student A or Student B. Role-play the situations. Student A should start first.

Student A

Situation 1 :You just bought two pairs of shoes from a local store. Reaching home, you opened the boxes only to find that you were given different items. One pair is not your size and the other is wrong colour. What will you do in this situation?

Situation 2: Your neighbour plays loud music late at night. You wrote her a note but she hasn’t stopped. Knock on her door and talk to her about the problem. Be polite but firm.

Situation 3 You work in the sales department of Sound & Vision, an electrical goods supplier. Student B is going to call you with a complaint. Try to find out what the problem is and then decide what you are going to do.

STUDENT B

Situation 1 You are a sales assistant in a store selling shoes. A customer makes complaints about his/her newly-bought shoes. He / She is asking for the money back. Your company does not practice any cash refund. You just sold the last pair of shoes to the other customer. What will you do in this situation?

Situation 2 You are a music major in college. You enjoy both classical and popular music and love to play your CDs while you do your homework at night. Your neighbour has complained, so now you always close the windows. You are unwilling to do more than that. You simply cannot live without music.

Situation 3 You work for Zap, a high street retailer of electrical goods. You have recently bought thirty top-of-the range TLC sound systems from Sound & Vision, your supplier. You have already sold ten of these to your customers. Unfortunately, three of these systems had serious technical problems and you had to refund your customers. You want Sound & Vision to deal with the problem. You have left several messages at Sound & Vision, but nobody has called you back. Decide what you want to Sound & Vision to do, then call them.

LANGUAGE NOTES

THE FORMS OF THE VERB “TO BE” When?

Who?

Base form

Form

Example

It can be simple.

I am here.

You

are

You are here.

He/She/It

are

We are here.

They

she

They are here.

was

I was here.

You

were

You were here.

He/She/It

was

She was here.

were

We were here.

They

were

They were here.

will be

I will be here.

You

will be

You will be here.

Progressive form

being

He is being unusual.

Perfect form

been

It has been fun.

Simple present

Simple past

Simple future

She is here.

Past Participle & Regular Verbs English regular verbs change their form very little (unlike irregular verbs). The past tense and past participle of regular verbs end in -ed, for example: work, worked, worked But you should note the following points: 1. Some verbs can be both regular and irregular, for example: learn, learned, learned learn, learnt, learnt

2. Some verbs change their meaning depending on whether they are regular or irregular, for example "to hang":

regular

hang, hanged, hanged

to kill or die, by dropping with a rope around the neck

irregular

hang, hung, hung

to fix something (for example, a picture) at the top so that the lower part is free

regular

found, founded, founded

irregular

find, found, found

3. The present tense of some regular verbs is the same as the past tense of some irregular verbs:

PAST PARTICIPLE FOR IRREGULAR VERBS IN ENGLISH SIMPLE PRESENT arise awake be bear beat become begin bend bet bite bleed blow break bring build burn burst buy catch choose cling come cost creep cut deal dive do draw dream drink drive eat fall feed feel fight

SIMPLE PAST arose awoke was, were bore beat became began bent bet bit bled blew broke brought built burned/ burnt burst bought caught chose clung came cost crept cut dealt dived or dove did drew dreamed/dreamt drank drove ate fell fed felt fought

PAST PARTICIPLE arisen awoken been borne beaten or beat become begun bent bet bitten bled blown broken brought built burned/ burnt burst bought caught chosen clung come cost crept cut dealt dived done drawn dreamed/dreamt drunk driven eaten fallen fed felt fought 93

find fit flee fling fly forbid forget forgive forgo freeze get give go grind grow hang have hear hide hit hold hurt keep kneel knit know lay lead leap leave lend let lie (down) light lose make mean meet pay prove put quit

found fit, fitted fled flung flew forbade/forbad forgot forgave forwent froze got gave went ground grew hung/hanged had heard hid hit held hurt kept knelt/kneeled knitted/knit knew laid led leapt/leaped left lent let lay lit/lighted lost made meant met paid proved put quit

found fit, fitted fled flung flown, forbidden/forbade forgotten forgiven forgone frozen gotten/got given gone ground grown hung/hanged had heard hidden hit held hurt kept knelt/kneeled knitted or knit known laid led leapt/leaped left lent let lain lit/lighted lost made meant met paid proved/proven put quit 94

read ride ring rise run saw say see seek sell send set sew shake shave shear shine shoot show shrink shut sing sink sit slay sleep slide sneak speak speed spend spill spin spit split spread spring stand steal stick sting stink

read rode rang rose ran sawed said saw sought sold sent set sewed shook shaved sheared shone/shined shot showed shrank/shrunk shut sang sank sat slew slept slid sneaked/snuck spoke sped spent spilled/spilt spun spat/spit split spread sprang stood stole stuck stung stank or stunk

read ridden rung risen run sawed/sawn said seen sought sold sent set sewn/sewed shaken shaved/shaven sheared/shorn shone/shined shot shown/showed shrunk/shrunken shut sung sunk sat slain slept slid sneaked/snuck spoken sped spent spilled/spilt spun spat/spit split spread sprung stood stolen stuck stung stunk 95

strew strike strive swear sweep swim swing take teach tear tell think thrive throw undergo understand upset wake wear weave weep win wind withdraw wring write

strewed struck strove/strived swore swept swam swung took taught tore told thought thrived/throve threw underwent understood upset woke/waked wore wove wept won wound withdrew wrung wrote

strewn struck/stricken striven/strived sworn swept swum swung taken taught torn told thought thrived/thriven thrown undergone understood upset woken/waked worn woven wept won wound withdrawn wrung written