In This Unit - SMKN 3 Buduran

Hak Cipta pada Departemen Pendidikan Nasional
Dilindungi Undang-undang
Hak Cipta Buku ini dibeli oleh Departemen Pendidikan
Nasional dari Penerbit Setia Purna Inves
Communication Builder
English for Vocational School
for Intermediate Level (Grade XII)
Writers
Editors
Layouters
Illustrator
Cover Designer
Cover Photos
: Eri Kurniawan
Arief Kurniawan
: Setia Purna Inves Editor Team
: Setia Purna Inves Layouter Team
: Setia Purna Inves Illustrator Team
: Setia Purna Inves Designer Team
: Setia Purna Inves Documentation
Book Size
: 17.6 x 25cm
420.07
KUR
KURNIAWAN, Eri
c
Communication builder 3: english for Vocational School for Intermediate
Level (grade XII) Vocational School (SMK/MAK)/Eri Kurniawan,
Arief Kurniawan; -- Ed.1. -- Jakarta: Pusat Perbukuan, Departemen
Pendidikan Nasional, 2008.
viii, 168 hlm.; ilus. ; 25 cm
Bibliografi: hlm. 151-152
Indeks
ISBN 979-462-975-8
1. Bahasa Inggris-Studi dan Pengajaran
II. Kurniawan Arief
Diterbitkan oleh Pusat Perbukuan
Departemen Pendidikan Nasional
Tahun 2008
Diperbanyak oleh ...
I. Judul
Kata Sambutan
Puji syukur kami panjatkan ke hadirat Allah SWT, berkat rahmat dan karunia-Nya,
Pemerintah, dalam hal ini, Departemen Pendidikan Nasional, pada tahun 2008, telah membeli
hak cipta buku teks pelajaran ini dari penulis/penerbit untuk disebarluaskan kepada masyarakat
melalui situs internet (website) Jaringan Pendidikan Nasional.
Buku teks pelajaran ini telah dinilai oleh Badan Standar Nasional Pendidikan dan telah
ditetapkan sebagai buku teks pelajaran yang memenuhi syarat kelayakan untuk digunakan
dalam proses pembelajaran melalui Peraturan Menteri Pendidikan Nasional Nomor 34 Tahun
2008.
Kami menyampaikan penghargaan yang setinggi-tingginya kepada para penulis/
penerbit yang telah berkenan mengalihkan hak cipta karyanya kepada Departemen Pendidikan
Nasional untuk digunakan secara luas oleh para siswa dan guru di seluruh Indonesia.
Buku-buku teks pelajaran yang telah dialihkan hak ciptanya kepada Departemen
Pendidikan Nasional ini, dapat diunduh (down load), digandakan, dicetak, dialihmediakan,
atau difotokopi oleh masyarakat. Namun, untuk penggandaan yang bersifat komersial harga
penjualannya harus memenuhi ketentuan yang ditetapkan oleh Pemerintah. Diharapkan
bahwa buku teks pelajaran ini akan lebih mudah diakses sehingga siswa dan guru di seluruh
Indonesia maupun sekolah Indonesia yang berada di luar negeri dapat memanfaatkan sumber
belajar ini.
Kami berharap, semua pihak dapat mendukung kebijakan ini. Kepada para siswa
kami ucapkan selamat belajar dan manfaatkanlah buku ini sebaik-baiknya. Kami menyadari
bahwa buku ini masih perlu ditingkatkan mutunya. Oleh karena itu, saran dan kritik sangat
kami harapkan.
Jakarta, Juli 2008
Kepala Pusat Perbukuan
iii
Preface
Education has a strategic role in the development of a nation. The quality of the human
resources of a nation can be improved by education. Thus national education has to be able to
ensure the equality in opportunity to get an education, the improvement of education quality,
the improvement of education relevance, and the improvement of efficiency of education
management.
To achieve the good quality of national education, it is needed to arrange and implement
the eight national standards of education, which are: the standard of content, the standard
of process, the standard of graduate competence, the standard of educator and educational
staff, the standard of facilities and infrastructures, the standard of management, the standard
of finance and the standard of educational assessment.
Communication Builder: English for Vocational School for Intermediate Level (Grade
XII) meets the objectives. It aims to assist you in learning processes by providing a number
of learning materials and activities that will improve your English proficiency. The activities,
exercises and text choices are deliberately customized to be suitable in any vocational contexts,
such as engineering, economics, agriculture, tourism and other vocational contexts.
Communication Builder: English for Vocational School for Intermediate Level (Grade
XII) is composed based on literacy-based approach for all vocational competence programmes
in which you will find activities which are systematically arranged in harmony with the
learning process. The process is to bridge the students background knowledge and experiences
with the materials to be given, expose you to authentic materials of language use, and have
you work on activities both individually and in groups.
Last but not least, the writers are very grateful to all people who have helped and given
their input, support and encouragement. We would like to thank PT Setia Purna Inves,
especially the editors and team, for facilitating us to publish our work. Hopefully, this book
will help you learn English in a communicative way.
Bandung, July 2008
Writers
iv
Book Components
1
1. Picture and Title of Unit introduce the topic in the unit.
2. In This Unit provides advance information about the learning
materials of the four language skills.
2
3. Listening focuses on the competence to understand and respond
to various texts in the forms of dialogs and monologs.
3
4
4. Speaking focuses on the competence to express feeling, ideas,
and action through dialogs and monologs.
5
5. Reading emphasizes the ability to understand nuances of
meaning and elements of various written texts.
6
6. Writing emphasizes the ability to express nuances of
meaning in the form of written texts.
7. Pronunciation Practice helps you pronounce certain words
taken from the texts.
7
8
8. Grammar Review helps you develop further practice in
using suggested language components or structure.
9
9. Know How to is intended to stimulate your ability to
develop you life skills and independence
10. Surf the Net! informs you the web sites that contain the
topic of the unit.
11. Know Your Stuff provides interesting facts, tips, and
information about the topic being discussed.
12. Solve It! challenges you to find the answer of a question
taken from national exam.
10
11
12
13
13. Pictures illustrate the materials being learned to support
a communicative learning process.
14. Summary: Revisit This Unit is a short account which
gives the main points learned in each unit.
15. Reflection on Your Learning is a self check on the
progress of the book user after learning one unit.
16. Review helps you check the progress after learning
some units.
17. Glossary is a list that contains some key words of the texts in
the book.
18. Index is an alphabetical list of learning materials and authors in
the book, with the number of the page that each one appears on.
v
14
15
16
17
18
Contents
Kata Sambutan ________________________________________________________ iii
Preface ____________________________________________________________________ iv
Book Components __________________________________________________________
v
Unit 1
Life at Work__________________________________________________________
1
Listening_____________________________________________________________________________
Responding to listening texts about job descriptions in the workplace __________________________
Speaking _____________________________________________________________________________
Presenting one's job description at workplace _____________________________________________
Reading _____________________________________________________________________________
Reading texts and information about job descriptions _______________________________________
Writing ______________________________________________________________________________
Completing texts and composing a complete description of each job ___________________________
Summary: Revisit This Unit ______________________________________________________________
Reflection on Your Learning ______________________________________________________________
2
2
6
8
9
10
12
13
18
18
Unit 2
Dealing with Clients ___________________________________________________ 19
Listening_____________________________________________________________________________
Responding to dialogs about reservations ________________________________________________
Speaking _____________________________________________________________________________
Making reservations ________________________________________________________________
Reading _____________________________________________________________________________
Identifying the main ideas and supporting ideas of texts about reservations _____________________
Writing ______________________________________________________________________________
Writing a reply to a reservation letter and completing reservation forms ________________________
Summary: Revisit This Unit ______________________________________________________________
20
22
25
27
28
30
33
31
38
Reflection on Your Learning ______________________________________________________________ 38
Unit 3
How's the Progress? ___________________________________________________ 39
Listening_____________________________________________________________________________
Identifying and noting down expressions used in presentation ________________________________
Speaking _____________________________________________________________________________
Presenting a report using functional expressions in front of the class ___________________________
Reading _____________________________________________________________________________
Reading and comprehending texts about reports ___________________________________________
vi
40
41
42
44
45
48
Writing ______________________________________________________________________________ 53
Making a rough draft of a report based on outlines _________________________________________ 55
Summary: Revisit This Unit ______________________________________________________________ 57
Reflection on Your Learning ______________________________________________________________ 58
Unit 4
How Do You Operate This Machine? _____________________________________ 59
Listening_____________________________________________________________________________
Responding to spoken manuals ________________________________________________________
Speaking _____________________________________________________________________________
Giving instructions based on a user manual _______________________________________________
Reading _____________________________________________________________________________
Comprehending a user manual _________________________________________________________
Writing ______________________________________________________________________________
Writing down the instruction on how to operate something __________________________________
Summary: Revisit This Unit ______________________________________________________________
60
61
62
63
64
66
70
72
74
Reflection on Your Learning ______________________________________________________________ 74
Review 1 _____________________________________________________________ 75
Unit 5
Dear Sir ... ___________________________________________________________ 83
Listening_____________________________________________________________________________ 84
Responding to business letters read by someone ___________________________________________ 85
Speaking _____________________________________________________________________________ 86
Reporting the content of a business letter by own words _____________________________________ 89
Reading _____________________________________________________________________________ 90
Comprehending the content of business letters ____________________________________________ 91
Writing ______________________________________________________________________________ 94
Identifying the parts of a business letter _________________________________________________ 95
Summary: Revisit This Unit ______________________________________________________________ 100
Reflection on Your Learning ______________________________________________________________ 100
Unit 6
Keep Up the Good Work _______________________________________________ 101
Listening_____________________________________________________________________________ 102
Responding to procedures read by someone ______________________________________________ 103
Speaking _____________________________________________________________________________ 104
Explaining a guideline or a procedure ___________________________________________________ 105
Reading _____________________________________________________________________________ 107
Comprehending the text about SOP _____________________________________________________ 108
Writing ______________________________________________________________________________ 111
Writing parts of SOP according to given example __________________________________________ 112
Summary: Revisit This Unit ______________________________________________________________ 116
Reflection on Your Learning ______________________________________________________________ 116
vii
Unit 7
Sincerely Yours _______________________________________________________ 117
Listening_____________________________________________________________________________ 118
Responding to various business letters read by someone ____________________________________ 119
Speaking _____________________________________________________________________________ 120
Creating a dialogue about job interviews ________________________________________________ 121
Reading ______________________________________________________________________________ 122
Comprehending the content of an application letter and the reply _____________________________ 124
Writing ______________________________________________________________________________ 127
Composing the reply of a business letter _________________________________________________ 129
Summary: Revisit This Unit ______________________________________________________________ 134
Reflection on Your Learning ______________________________________________________________ 134
Review 2 _____________________________________________________________ 135
Bibliography _________________________________________________________ 143
Photo Credits _________________________________________________________ 145
Glossary _____________________________________________________________ 147
Index _______________________________________________________________ 151
viii
Unit 1
Sourc
e: oran
g
e mood
.files.w
ord
press.c
om
Life at Work
In This Unit
Listening
Responding to listening texts about job descriptions in the workplace
Speaking
Presenting one's job description in the workplace
Reading
Reading texts and information about job descriptions
Writing
Completing texts and composing a complete description for each job
1
Listening
Activity 1
Look at the pictures and answer the questions.
1
2
3
4
Source: www.hot-screensaver.com; Publisher's Documentation;
and www.ufcw.org; photos.igougo.com
Questions:
1. What do you see in the pictures? Describe them brieÀy.
2. What kinds of workers do you see in the pictures?
3. Describe the job each person does.
Activity 2
Listen carefully and complete the text below. Pay
attention to the job descriptions.
You will work in a 1
and 2
atmosphere.
3
Among the tasks an
may perform are: planning and
to collect economic data through the
conducting 4
use of such technologies as the Internet, 5
computer
systems, and wide-area 6
; collecting, reviewing, and
analyzing economic data utilizing 7
and techniques;
preparing technical reports, 8
and articles on economic
and
phenomena; brie¿ng the media, industry, 9
governments on economic data.
2
Communication Builder for Intermediate Level (Grade XII)
Activity 3
Listen again and answer these questions.
1.
2.
3.
4.
5.
Activity 4
Listen to the words and repeat them. Pay attention to
the pronunciation.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Activity 5
What do you think about the profession described in the
text?
What should be done to collect economic data?
What is the use of technologies?
What are the technologies used for collecting economic
data?
What can be done through specialized methods and
techniques?
job /dʒɒb/
occupation /ˌɒkjUˈpeɪʃn/
worker /ˈwɜ:kə(r)/
of¿cer /ˈɒfɪsə(r)/
industry /ˈɪndəstrɪ /
company /ˈkʌmpəni/
business /ˈbɪznəs/
employment /ɪmˈplɔɪmənt/
management /ˈmænɪdʒmənt/
assistant /əˈsistənt/
Listen to the following dialog and complete the blanks.
Then answer the questions. Do it in pairs.
Rendy is studying computer science at a community college.
He also works as a waiter in a restaurant. He is talking about
his job to his friend.
Anton
Rendy
Anton
Rendy
Anton
Rendy
Anton
Rendy
: Where are you 1
, Rendy?
: I'm going 2
. I'm 3
at a
restaurant in town.
: Do you like 4
?
5
actually.
: Yes, but it's
: I can 6
that.
: I'm on 7
for eight hours.
: Oh, really? And how's 8
?
: I get 9
pay, and the guests often
.
leave 10
Life at Work
3
Anton
Rendy
Anton
Rendy
: The 11
must like you.
and 13
.
: They do. I'm always 12
14
. Good luck with
: Yeah. I think you are
your job.
: 15
. I try to do 16
.
Questions
1. What is Rendy's job?
2. Is his job easy?
3. How long does he work?
4. How is his pay?
5. What do the customers give him?
6. Why do they like him?
7. Why is it hard to be a waiter or waitress?
Activity 6
Work in groups and listen. Then complete the following
table. You will hear some descriptions of jobs issued
by U.S. Department of Labor.
No
Job
Descriptions
1
• work in the areas of survey design and
estimation.
• the work will include sample frame
development, sample selection, nonresponse,
adjustment, estimation and and measuring,
both sampling and non-sampling error.
2
•
•
3
•
•
•
4
4
•
conducting civil and criminal
investigations of health care, and other
employee bene¿t plans.
coordinating and providing support in civil
litigation and criminal prosecutions.
reviewing ¿nancial information contained
in annual reports ¿led by pension, health
and other employee bene¿t plans.
conducting speci¿c audits of thrift
investment system funds.
providing advice to plan administrators
and the employee bene¿ts ¿eld as a whole.
writing programs using event-driven
object orientated languages and tools.
Communication Builder for Intermediate Level (Grade XII)
Activity 7
Look at the pictures and listen to the following
descriptions. Then match them to the correct picture.
1
2
3
Source: Publisher's Documentation; www.colteng.com;CD image
Job:
Activity 8
2.
Finding Work Is a Full
Time Job!
That means:
in a full time job, you:
• have responsibilities
(work duties and
procedures);
• "Punch the clock" or
be at work "on time";
• work hard all day, 40
hours a week;
• report to a boss,
who makes sure
you carry out your
responsibilities.
Taken from www.writeexpress/
¿ndajob.com
Job:
Listen to the job descriptions and choose the correct
profession based on the descriptions you have heard.
Compare your answers with your friends'.
1.
Know Your Stuff
Job:
3.
4.
5.
6.
a.
b.
c.
a.
b.
c.
a.
b.
c.
a.
b.
c.
a.
b.
c.
a.
b.
c.
Accountants
Computer Programmers
Receptionist
System Analysts
Budget Analysts
Managements Specialists
Architects
Engineers
Computer Programmers
Auditors
Contracts Specialists
Investigators
Directors
Statisticians
Personnel Management Specialists
Electricians
Dentists
Salesman
Life at Work
5
Speaking
Activity 9
Answer these questions orally.
1.
2.
3.
4.
Activity 10
Are there any industries/companies near your house?
What kinds of industries are they?
What jobs are most common there?
What kinds of services do they provide?
Read and study the dialog. Practice it with your friends'.
Pay attention to your intonation and pronunciation.
Desi
Andi
Desi
Andi
Surf the Net!
There are over 1000 job
descriptions at http://
www.acinet.org/acinet/
jobwriter/default.aspx.
These descriptions
provide a general
overview of a job and the
required knowledge, skills
and abilities.
Desi
Andi
Desi
Andi
Desi
Andi
Desi
Andi
Desi
Andi
Desi
6
: Hi, Andi. It's been a long time since I saw you. How
are you doing?
: I'm very well, thanks. How about you?
: I'm ¿ne, thanks. I've got a job right now. By the way,
what do you do?
: Well, I was an auto mechanic for years, Desi. Now
I work in the special order department at the auto
assembly plant.
: It sounds great. What hours do you work? You work
third shift, don't you, Andi?
: Yeah, that's right. I work all night and go to bed
when the sun comes up.
: Doesn't that bother you? Staying up all night and
sleeping in the day time?
: Not at all. I like working at night.
: It sounds like you really enjoy your work, Andi.
: Yes I do, Desi. I really do. Don't you enjoy your
job?
: Well, yes in a way. I work as a hospital aide at City
Hospital, and I do enjoy contact with patients.
: Wow, what a great job. I think you will be a great
doctor someday.
: I hope so. Thanks. Good luck with your job, Andi.
: OK, thanks. Good luck to you, Desi! See you.
Bye.
: Bye.
Communication Builder for Intermediate Level (Grade XII)
Pronunciation Practice
Activity 11
Read the following words and find their meanings in your
dictionary. Pay attention to your pronunciation.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Activity 12
Read the dialog once again and answer these questions.
1.
2.
3.
4.
5.
6.
7.
8.
Activity 13
of¿ce worker /ˈɒfɪsˈwɜ:kə(r)/
blue collar /blU:ˈkɒlə(r)/
clerical /ˈklerɪkl/
executive /ɪgˈzekjʊtɪv/
certi¿cation /ˌsɜ:tɪfɪˈkeɪʃn/
shift /ʃɪft/
overtime /ˈəʊvətaɪm/
secretarial /ˌsekrəˈteərial/
self-employed /ˌselfɪmˈplɔɪd/
under employed /ˈʌndə(r)ɪmˈplɔɪd/
quali¿ed /ˈkwɒlɪfied/
white collar /waɪtˈkɒlə(r)/
What was Andi's job?
What does Andi do right now?
Does Andi work second shift?
When does Andi go to work? How long does he work?
Does Andi love his job? Why?
What is Desi's job?
Does she enjoy his works? Why?
What do you think of Andi's and Desi's job?
Ask your friends about their dream job. Write it in a list.
How many members of your class:
1. want to be an engineer? _________________
2. want to be a mechanic? _________________
3. want to be a chef? _________________
4. other professions?
Life at Work
7
Activity 14
Pair up and guess what the job is based on the given
descriptions. You may continue this activity by making
up your own descriptions.
1.
She/he communicates a character and situations to an
audience through speech, body language and movement.
This usually involves interpreting the work of an author
under the instruction and support of a director, although
some work may require her/him to improvise the reactions
of a character to a situation.
2.
She/he is responsible for establishing and maintaining
positive customer relationships, planning and delivering
effective sales strategies and monitoring the progress of
new and existing ¿nancial products. She/he may work as
a manager in high street branches providing operational
support on a day-to-day basis.
3.
They plan, organize and manage the food and beverage
services of organizations and businesses, both inside and
outside the hospitality industry, with the aim of achieving
good quality at low cost and maintaining high standards
of hygiene and customer satisfaction.
4.
She/he is responsible for managing processes involved in a
supply chain and liaises with a variety of parties, including
suppliers of raw materials, manufacturers, retailers and,
increasingly, consumers. She/he co-ordinates processes to
ensure customer satisfaction.
5.
They provide a wide range of specialist advice based on the
application of economic theory and knowledge to practical
problems. They carry out research, collect and analyze data,
monitor economic trends, and develop forecasts for future
activities.
Know Your Stuff
Computer programmers
are called programmers
for short. Broadly, there
are two types of computer
programmer careers:
1. Applications
programmers write
original or modify
existing programs
to perform speci¿c
computer tasks.
2. System programmers
write original or
modify existing
programs to control
computers at the
system level, such
as those in the
operating systems
(e.g,. windows and
linux) that control
computer and attached
peripherals.
Taken from www.jobsearchtech.
about.com
Activity 15
8
Present a two-minute speech to your class about your
favorite or dream job/occupation. Practice your speech
and read it to the class.
Communication Builder for Intermediate Level (Grade XII)
Reading
Activity 16
Study the pictures and answer the following questions.
2
1
Source: RDI , May 2007
1.
2.
3.
4.
5.
Activity 17
Source: RDI, March 2007
What are the people in the pictures doing?
What are their occupations?
Do these jobs require speci¿c skills/certi¿cation?
What other jobs require certi¿cation?
Which of these jobs are hazardous? Why?
Read the following situations/descriptions and choose
the correct answer. Compare your answer with your
friends'.
1. In this workplace, you'll most
probably find some facilities
for having a rest, doing sports,
attending conferences, eating,
and the like. Most people here
are warm and hospitable offering
service to every guest.
What does the text
describe?
a. A hotel.
b. A bank.
2. Here, you'll find many rooms
occupied by ill people who are
usually accompanied by their
relatives. Doctors and nurses are
looking after them. People are
mostly wearing white clothes.
What does the text
describe?
a. An of¿ce.
b. A hospital.
Life at Work
9
Activity 18
Read these words and match them with their meanings.
Pay attention to your pronunciation.
No.
Activity 19
Words
Meanings
1
department /dɪˈpɑ:tmənt/
new member
2
vendor /ˈvendə(r)/
occupation
3
director /dəˈrektə(r)/
division
4
career /kəˈrɪə(r)/
seller
5
labor /ˈleɪbə(r)/
quality of skill
6
executive /ɪgˈzəkjətɪv/
expert in machinery
7
technician /tekˈnɪʃn/
person in management
8
professional /prəˈfeʃənl/
worker
9
recruitment /rɪˈkru:tmənt/
a leader
10
quali¿cation /ˌkwɒlɪfɪˈkeɪʃn/
a person quali¿ed
Read the following text carefully. Pay attention to the
information about job descriptions.
Industrial Hygienist - You will conduct inspections
and perform other related duties to enforce federal safety
and health standards, and provide technical assistance and
consultation in the development of industrial hygiene programs in both the public and private sector.
Safety Engineers - You will conduct inspections and
perform other related duties to enforce Federal safety and
health standards, and evaluate proposed methods, designs,
and procedures for technical compliance with engineering
criteria.
Safety and Occupational Health Specialists - You
will conduct inspections and perform other related duties to
enforce Federal safety and health standards, utilizing a practical knowledge of engineering and scienti¿c principles.
Activity 20
10
Read the text in Activity 19 once more and decide
whether these statements are True, False or even Not
Given. Do it in pairs.
Communication Builder for Intermediate Level (Grade XII)
1.
2.
3.
4.
5.
6.
7.
8.
Activity 21
Solve It!
Adrian
: What does
a chef do
exactly?
Manager : He supervises
the preparation
and service of
the food from
the kitchen to
the dinning
room, arranges
the menu and
....
a. carry away the dirty
dishes to the pantry
b. taking care of cleanliness
of the kitchen
c. served drink to the table
in the bar
d. tastes the food for correct
seasoning
Taken from Ujian Nasional
2005/2006
All the three jobs deal with inspections of health
and safety.
An industrial hygienist is responsible for providing
help to hygiene programs.
Hygiene programs are conducted by industrial
hygienists.
The development of hygiene programs are done
in both public and private sectors.
Methods, designs, and procedures for technical
compliance are handled by safety engineers.
Safety and occupational health specialist's job
descriptions are more detailed or speci¿c than
those of safety engineers.
Safety and occupational health specialists have to
make sure that practical knowledge and scienti¿c
principles are implemented in the workplace.
Practical knowledge and scientific principles
are given by a safety and occupational health
specialist.
Read the following job description carefully.
Petroleum Engineers
Petroleum engineers apply technical skills and knowledge
to solve engineering challenges. They function as integrators,
connecting subsurface and topside engineering activities to
bring oil or gas from the reservoir to the surface. They aim
to do this economically, safely and with minimum damage to
the reservoir and facilities.
Petroleum engineers acquire expertise in a wide range of areas,
including:
• drilling and product operations;
• reservoir engineering;
• production geology;
• production technology;
• ¿eld development economics.
Other activities range from managing material resources
and contractor relationships, to supervising drilling personnel.
They work in multidisciplinary teams alongside other engineers,
scientists, drilling teams and contractors.
Taken from www.prospects.ac.uk
Life at Work
11
Activity 22
Find the words/phrases in the text in Activity 21 which
have the following meanings.
1.
2.
3.
4.
5.
6.
7.
8.
crude oil found in rock
profession involving technical designing
underground supply of gas or oil
study of physical characteristics of rocks
study of rocks and minerals
study of goods and services
part of tools that bores holes
somebody who is expert in sciences
Writing
Activity 23
Answer the questions by completing the following
tables individually.
1.
Industries/large companies
Know Your Stuff
automobile industry
Stating preference can be
done through comparing
two things and rank them,
or just state what is your
preference.
Describing something you
don't like is another way of
stating preference.
Taken from Seven Round
Bulletin
What industries are there in your community? What large
companies? What kinds of jobs are available there?
2.
Jobs
machine operator
What small businesses are there in your community?
What kinds of jobs are available there?
Small businesses
garden tool manufacture
Jobs
blacksmith
3. What kind of services are provided in your community?
What service-related jobs are there?
Other services
Internet cafe
12
Communication Builder for Intermediate Level (Grade XII)
Jobs
computer operator
Activity 24
Activity 25
List and write as many occupations and related terms
as you can. Make a class list on the board. Copy the
new words into the vocabulary section of your note
book.
Match the following terms to their synonyms.
Words
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Activity 26
retail
increased
rapid
supply
declining
injection
association
massive
¿nance
sluggish
Synonyms/Meanings
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.
slow moving
provide
extremely large
selling of goods to the public
fast
management of (public) money
help
become lower
group
make greater in number
Work in groups and write sentences using the words
in Activity 25.
Example:
Some retail industries have to refocus their business strategy in
response to the rapid growth of modern retail outlets.
Activity 27
Study the following clues describing particular jobs.
Then work in groups to write a complete description of
each job.
Financial Manager
• Providing and interpreting ¿nancial information.
• Monitoring performance and ef¿ciency.
• Overseeing budgetary control.
• Monitoring cash Àow.
Structural Engineer
• Analyzing suitable con¿gurations of the basic structural
components of a building or other structure.
• Considering the strength of different materials to see how
their will change a structural design.
• Applying expert knowledge of the forces that act on various
structures.
Life at Work
13
Activity 28
Look at and study the following pictures and make your
own descriptions about their jobs.
1
2
Source: Tempo, March 26, 2007
Source: Tempo, January 28, 2007
3
4
Source: Tempo, January 8, 2007
14
Communication Builder for Intermediate Level (Grade XII)
Source: Tempo, April 9, 2007
Grammar Review
Expressing Preference
Would Rather
Would rather is used to express personal preference. This expression is used to show a tendency
doing or liking something.
Present from:
- Notice that the simple form of. a verb
follows both would rather and than.
- if the verb is the same, it does not have to be
repeated after than.
Past from:
- would rather have + past participle
Progressive from:
- would rather + be + ing
(1)
(2)
(3)
(4)
I would rather become an engineer
than an architect.
I'd rather study English than (study)
Biology.
The dish was okay, but I would rather
have eaten my mother's apple pie.
I'd rather be playing football than (be)
staying at home right now.
Notes :
Contraction: I would = I'd
Negative form: would rather + not
Activity 29
Answer these questions using I'd rather and the words
in the brackets.
Example: Shall we walk? (go by car) I'd rather go by car.
1. Shall we play tennis? (go for swim)
2. Shall we watch television? (read a book)
3. Shall we go to a restaurant? (eat at home)
4. Shall we leave now? (wait for a minute)
5. Shall we cook the dinner later? (now)
Activity 30
Make sentences using I'd rather ... than ….
Example: (walk/go by car)
I'd rather walk than go by car.
1.
2.
3.
4.
5.
(go ¿shing/ play football)
(stay at home/go to cinema)
(be a professor/be a millionaire)
(go by bus/go by train)
(live in the country/live in a city)
Life at Work
15
Know How to
Summarizing Interof¿ce Memorandums
1. Read the following text and its summary.
The research division has four priorities: (1) improving the quality of our products
through advancements in manufacturing technology; (2) lowering the costs
by improving manufacturing processes; (3) exploring research possibilities to
develop new products; and (4) doing all of this in an environmentally responsible
manner.
Research Division Priorities
What
1.
2.
3.
4.
Improve product quality
Lower cost
Develop research
Be globally responsible
How
by using better technology
by improving the manufacturing process
by increasing research
by being sensitive to the environment
Choose the best answer to the questions.
1. What is the purpose of technology for the research division?
a. It lowers costs.
b. It is used in research.
c. It follows consumer trends.
d. It increases product quality.
2. Which of the following is NOT a research priority?
a. Improving quality.
b. Being environmentally responsible.
c. Developing new products.
d. Hiring good engineers.
3. How does this division try to lower costs?
a. By conserving energy.
b. By improving manufacturing processes.
c. By working fewer hours.
d. By limiting exploiting.
16
Communication Builder for Intermediate Level (Grade XII)
2.
Summarize the following memorandum.
CCC
CITRANUSA COMMUNICATIONS COMPANY
Intero¿ce Memorandum
To : All Department Supervisors
Fm : Oka Wiryawan
Personnel Of¿cer
Sub : Summary of 3/24 training session on improving performance
Date : April 1, 2008
Employees work best if they are happy. As a supervisor, there are things you can
do to increase employees' job satisfaction. Make sure your employees understand
what they have to do. Give them proper and thorough training so they can do
it well, and give them opportunities to bring that training up to date. Make sure
that employees have freedom to exercise their own judgment, to offer their
suggestions, and to point out problems. Most of all, make sure that you tell them
they are doing a good job, not only during special assignments but when they
maintain a high standard of routine work.
How to Increase Employees's Job Satisfaction
1.
2.
3.
4.
5.
Make sure your employees understand what they have to do.
Life at Work
17
Summary: Revisit This Unit
Job description in the work place
•
Accountant - You will design, install, and operate the Department's
accounting systems: prepare and analyze ¿nancial statements, records,
and reports; and examine accounts to attest that the ¿nancial statement
fairly present the activities ¿nancial position.
•
Budget Analyst - You will work in any or all phases of the budget
review and approval process, including analyzing existing or proposed
legislation for ¿scal implications. You may also study work programs
to suggest changes for more effective and economical operation.
•
Computer Programmer/ System Analyst - You will analyze problems
or processes, design, and implement computerized systems.
•
Contract/ Procurement Specialist - You will procure the materials
required to accomplish the Departments' programs or negotiate and
administer contractors in connection with grants or services. You will
also review contract activities to assure compliance.
•
Personnel Management Specialist - You will recruit, place, counsel,
or train employees; classify and evaluate positions; and formulate
and implement personnel policies which enable the Department to
carry out its mission most effectively.
Grammar review: Expressing preference (would rather)
•
I would rather become an engineer than an architect.
•
The dish was okay, but I would rather have eaten my mother's apple pie.
•
I'd rather be playing football than staying at home right now.
Reflection on Your Learning
After doing all activities, you may answer the following questions to check
whether you have comprehended the learning materials in this unit.
1. What have you learned in this unit?
2. Think about a profession. Can you give a description of the profession?
3. Suppose you have two hobbies. You like one hobby better than the other. How
do you express your preference?
If you ¿nd some dif¿culties while answering the questions, you can discuss them
with your friends and consult your teacher.
18
Communication Builder for Intermediate Level (Grade XII)
Unit 2
Sourc
e: oran
g
e mood
.files.w
ord
press.c
om
Dealing with Clients
In This Unit
Listening
Responding to dialogs about reservations
Speaking
Making reservations
Reading
Identifying the main ideas and supporting ideas of texts about reservations
Writing
Writing a reply to a reservation letter and completing reservation forms
19
Listening
Activity 1
Look at the picture and answer the questions.
Source: respati-hotel.com
1.
2.
3.
4.
5.
Activity 2
Surf the Net!
Do you want to listen
to some dialogs that
show how to make a
reservation? You can
download them from
http://esl.about.com/
library/listening/bllis_
reservation.htm
20
What do you see in the picture?
Who are they?
Where are they?
What do you know about reservation?
Have you ever made a reservation (tickets, rooms, seats, etc)?
When and where?
Listen and complete the following dialog. When and
where do you find these expressions in the dialog?
Hotel Clerk : Hello. Sunnyside Inn. May I help you?
Man
: Yes, I’d like to 1
a room for two on the
21st of March.
here for a
Hotel Clerk : Okay. Let me check our 2
moment. The 21st of May, right?
Man
: No. March, not May.
Hotel Clerk : Oh, sorry. Let me see here. Hmmm.
Man
: Are you all booked that 3
?
Hotel Clerk : Well, we do have one 4
available,
complete with a kitchenette and sauna bath. And
the view of the city is great, too.
Man
: How much is that?
Hotel Clerk : It’s only $200 dollars, plus a 10% room
5
.
Man
: Oh, that’s a little too expensive for me. Do you
have a 6
room available either on the
20th or the 22nd?
Communication Builder for Intermediate Level (Grade XII)
Know Your Stuff
Most the English and
Americans prefer using
telephone to make a
reservation. Usually they do
it before they get to the hotel.
Taken from Reader’s Digest
Activity 3
Hotel Clerk : Well, would you like a smoking or non-smoking
room?
Man
: Non-smoking, please.
Hotel Clerk : Okay, we do have a few rooms available on the
20th; we’re full on the 22nd, 7
you want
a smoking room.
Man
: Well, how much is the non-smoking room on
the 20th?
Hotel Clerk : $80 dollars, plus the 10% room tax.
Man
: Okay, that’ll be 8
.
Hotel Clerk : All right. Could I have your name, please?
Man
: Yes. Bob Maexner.
your last name, Mr.
Hotel Clerk : How do you 9
Maexner?
Man
: M-A-E-X-N-E-R.
Hotel Clerk : Okay, Mr. Maexner, we look 10
to
seeing you on March 20th.
Man
: Okay. Goodbye.
Listen and repeat the following expressions.
1.
2.
3.
4.
5.
Activity 4
I would like to reserve two tickets to Singapore, please.
Can I book a suite room for this evening?
Could I reserve a table for dinner tomorrow night?
I’d like to book a room with double beds for next week end.
Could I make a reservation of two business class tickets
for Tuesday morning, please?
Listen to the dialog and answer these questions based on
the dialog you have heard.
1.
2.
3.
4.
5.
6.
7.
8.
What is the dialog about?
Where does the dialog take place?
What does Mr. Suripto book?
What does he say?
How does the receptionist respond?
How long will Mr. Suripto reserve the room?
What does the receptionist ask Mr. Suripto?
Do you think making reservation is important? Why or why
not?
Dealing with Clients
21
Activity 5
Work in groups and listen to another dialog. Then identify
the expressions of making and taking a reservation.
Reservation clerk
Arya Pamungkas
Reservation clerk
Arya Pamungkas
Source: www.mvbs.com
Reservation clerk
Arya Pamungkas
Reservation clerk
Arya Pamungkas
Reservation clerk
Arya Pamungkas
Reservation clerk
Arya Pamungkas
Reservation clerk
Arya Pamungkas
Reservation clerk
Arya Pamungkas
Reservation clerk
Arya Pamungkas
Reservation clerk
Arya Pamungkas
Reservation clerk
Arya Pamungkas
22
: Elang Persada Airlines, good morning.
May I help you?
: Yes, do you have any flights to
Pontianak next Tuesday afternoon?
: One moment, please…. Yes, there's a Àight
at 6:45 a.m. and one at 9:00 a.m.
: That’s ¿ne. Could you tell me how
much a return flight costs? I’ll be
staying three weeks.
: Economy, business class, or ¿rst class
ticket?
: Economy, please.
: That would be Rp500,000.
: OK. Could I make a reservation?
: Certainly. Which Àight would you like?
: The 6:45 a.m., please.
: Could I have your name, please?
: My name is Arya Pamungkas, that’s
A-R-Y-A P-A-M-U-N-G-K-A-S.
: Your phone number, please?
: 0813333222601.
: And your address, please?
: Jl. A. Yani 17 Surabaya.
: How would you like to pay, Mr.
Pamungkas?
: Can I pay at the check-in desk when I
pick up my ticket?
: Yes, but you will have to con¿rm this
reservation at least two hours before
departure time.
: I see.
: Now you have been booked, Mr.
Pamungkas. The Àight leaves at 6:45
a.m., and your arrival in Pontianak will
be at 9:25 a.m., local time. The Àight
number is NWA 476.
: Thank you.
Communication Builder for Intermediate Level (Grade XII)
Making a reservation
Activity 6
Taking a reservation
Listen to the following expressions and choose the best
response.
Example
You will hear
: Can I reserve two tables for lunch this
afternoon?
Responses
: a. That's great.
b. Certainly. I’ll just will check.
The correct response is (b) Certainly. I’ll just will check.
1. a. I'm sorry, it is sold out.
b. OK. That's all right.
2. a. Oh, that's too bad.
b. Certainly. Let me see.
3. a. That's all right.
b. Certainly.
4. a. I'm really sorry to hear that.
b. Sure. I’ll check it.
5. a. I'd like to.
b. Yes, that's ¿ne.
Activity 7
Work in groups and listen to another dialog. Then identify
the expressions of taking and making reservations.
Receptionist
Mrs. Siregar
Receptionist
Mrs. Siregar
Receptionist
Mrs. Siregar
Receptionist
Mrs. Siregar
: Good afternoon, Marcopolo Hotel. May I
help you?
: Yes. I'd like to book a room, please.
: Certainly. When would it be, Madam?
: May the 11th.
: How long will you be staying?
: Three nights.
: What kind of room would you like, madam?
: Er… double with bath. I'd appreciate it if you
could give me a room with a view over the
valley.
Dealing with Clients
23
Receptionist
Mrs. Siregar
Receptionist
Mrs. Siregar
Receptionist
Mrs. Siregar
Receptionist
Mrs. Siregar
Receptionist
Mrs. Siregar
Receptionist
Mrs. Siregar
Activity 8
Are the following statements true or false based on
the dialog in Activity 7? Compare your answers with
your freinds’.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
24
: Certainly, Madam. I'll just check. Yes, we
have a room, the 5th floor with a really
splendid view.
: Fine. How much is the charge per night?
: Would you like breakfast?
: No, thanks.
: It's Rp984,500 per night excluding tax.
: That's ¿ne.
: Under what name would you like the
reservation, please?
: Mr. and Mrs. Siregar, that's S-I-R-E-G-A-R.
: Okay, let me make sure I got that: Mr. and
Mrs. Siregar. Double with bath for May the
11th, 12th, and 13th. Is that correct?
: Yes, it is. Thank you.
: Thank you for choosing Marcopolo Hotel and
have a nice day. Goodbye.
: Goodbye.
Mrs. Siregar books for a room at the Marcopolo
Hotel.
The booked room is a single with a bath.
Mr. and Mrs. Siregar will stay there for three
nights.
The location of the Marcopolo Hotel is in the center
of a big city.
Mr. and Mrs. Siregar would like breakfast.
They will be charged more than Rp2.953.500.
They will check out on May 15th.
The con¿rmation number is 7 digits long.
The room that Mrs. Siregar books is on the ¿fth
Àoor.
Mrs. Siregar reserves a single room with bath
for three days.
Communication Builder for Intermediate Level (Grade XII)
Speaking
Activity 9
Answer the following questions based on your experiences.
Compare your answers with your friends’.
Source: www.rspsnt.com
1.
2.
3.
4.
5.
Activity 10
Have you ever made a reservation?
What did you reserve?
When and where can we make reservations?
What do you say if you want to make a reservation?
Have you ever taken a reservation or handled one?
Read and practice the following expressions. Then
classify them into expressions of making a reservation
or taking/handling a reservation.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Tiara Hotel, good morning. Can I help you?
I would like to reserve a ticket to Bali, please.
Have you booked before, Ma'am?
Can I book a seat for this afternoon?
When will you Ày, Sir?
Could I reserve two tables for dinner tomorrow night?
I’m sorry to inform you that all seats have been reserved.
I would like to book a single room for next weekend, please.
How many tickets do you want, Miss?
Your reservation is only valid if you con¿rm at 9 o'clock
tomorrow morning. Thank you.
Dealing with Clients
25
Pronunciation Practice
Activity 11
Work in groups and read the following words,
then find out their meaning. Pay attention to your
pronunciation.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Activity 12
26
room boy /ru:mbɔɪ/
bell boy /belbɔɪ/
single ticket /ˈsɪŋglˈtɪkɪt/
boarding pass /bɔ:dɪŋpɑ:s/
double room /ˈdʌblru:m/
receptionist /rɪˈsepʃənɪst/
residence /ˈrezɪdəns/
check in /tʃekɪn/
inquiry /ɪnˈkwaɪəri/
departure /dɪˈpa:tʃə(r)/
Read the dialog carefully and practice it with your
friends. Pay attention to your pronunciation.
Reservation clerk
:
Park Ji-Sung
:
Reservation clerk
:
Park Ji-Sung
:
Reservation clerk
Park Ji-Sung
Reservation clerk
Park Ji-Sung
Reservation clerk
:
:
:
:
:
Park Ji-Sung
:
Reservation clerk
:
Star¿eld Travel Agency. Can I help
you?
Hello. I'd like to recon¿rm my Àight,
please.
May I have your name and flight
number, please?
My name is Park Ji-Sung and my Àight
number is Elang Airlines 374.
When are you leaving?
On May 11th.
And your destination?
Seoul.
Hold the line, please. … All right. Your
seat is con¿rmed, Mr. Park. You’ll be
arriving in Seoul at 4 o'clock p.m. at
local time.
Thank you. Can I pick up my ticket when
I check in?
Yes, but please check in at least one
hour before departure time.
Communication Builder for Intermediate Level (Grade XII)
Activity 13
Read the dialog once again and answer these questions.
1.
2.
3.
4.
5.
Activity 14
What does Park-Ji Sung call the reservations clerk for?
What is his Àight number?
Where is he going?
What time does the Àight arrival in Seoul?
When does he have to check in?
Read and study the following expressions for making
and taking reservations.
Making Reservations
1. I would like to reserve
Know Your Stuff
Reservation is very important
to make sure whether your
affairs can be taken or not.
Taken from Reader’s Digest
a ticket
business class
day Àight
2. Could
Can
May
I reserve a table for two for dinner tomorrow?
3. I
would like
am going
want
to book a single for tomorrow night.
Taking Reservations
Opening Conversations of Receptionist:
• Yes. Sir/Miss/Ma'am, can I help you?
• Good morning, may I help you?
• Lestari Hotel, could I help you?
Hotel Reservation:
• What kinds of room do you need?
• Would you like single or double bed?
• How long will you stay, Sir/Ma’am?
Ticket Reservation:
• What ticket do you want, Sir/Ma’am?
• When will you Ày, Sir/Ma’am?
• When will you arrive?
Refusing Reservations:
• I’m sorry to inform you that all rooms/seats/tickets/tables have
been reserved.
• I’m really sorry, I’m afraid we cannot make any reservations for
you.
• All rooms/seats/tickets/tables have been reserved.
Dealing with Clients
27
Activity 15
Work individually and read these situations. Then make
a short dialog based on the following situations. Then,
act it out.
1.
You will go to Medan by plane on Sunday, June 10th at
1.00 p.m. You reserve a single ticket for executive class.
You book a hotel for holiday this weekend. You reserve a
double room for three days.
You want to book a train seat tomorrow morning. You
book two tickets for business class.
2.
3.
Reading
Activity 16
Read and study the following situations. Then answer
the questions.
1.
You read an interesting brochure of a travel agent about a
tourist attraction. You want to go there and are interested
in making a journey. What will you do?
You will go to Surabaya by train. You have not got a ticket.
What would you do?
You have a plan to go on vacation to Bandung with your
family next weekend. You are afraid you won't get a hotel
to stay. What should you do?
2.
3.
Activity 17
Before you read the text in Activity 18, read and study
the following words. Then find their meanings. Consult
the dictionary if necessary.
No.
1
2
28
Words
pro¿le /ˈprəʊfaɪl/
furnish /ˈfɜ:nɪʃ/
3
established /ɪˈstæblɪʃd/
4
billing /bɪlɪŋ/
5
applicable /əˈplɪkəbl/
6
submit /səbˈmit/
7
deposit /dɪˈpɒzɪt/
8
guarantee /ˌgærənˈtɪ:/
Communication Builder for Intermediate Level (Grade XII)
Meanings
Activity 18
Read the following text aloud. Pay attention to the
information.
Making a Hotel Reservation
Solve It!
Waiter : Under what name
would you like
the reservation?
Hasan : Siregar, Hasan
Siregar.
Waiter : ...?
Hasan : Yes, It’s 555-9363.
a. May I have your phone
number
b. Can I tell you my phone
number
c. Should you write your
phone number
d. Will you speak about you
your phone number
Taken from Ujian Nasional
2005/2006
If you elect to make a room reservation through
websites and do not have an established user pro¿le, you
will need to furnish your name, telephone number, billing
address and credit card type, number and expiration date,
in addition to the dates of your stay, the number of rooms
you will require and the number of adults and children in
your party.
In order to permit us to serve you better, you will also
be asked to furnish the following additional information,
as applicable, although it is not required in order for you
to obtain a reservation: your e-mail address; your Gold
Passport Membership Number; your Group/Corporate
Number (if we have assigned an identi¿cation code to
your group, company or organization); your Àight arrival
details; whether you qualify for a special rate as a Senior
Citizen, employee of the U.S. Government or member of
the American Automobile Association; and whether you
have any special requests (which you can indicate by either
ticking one of the pre-selected choices found in the online
form or by entering a note in the Comments Field).
If you are a travel agent making a reservation on
behalf of a client, you will also be asked to provide your
Travel Agent I.D. If you have an established user pro¿le
on either hyatt.com or goldpassport.com, you may use the
information contained in your user pro¿le to pre-populate
any corresponding required or requested information
¿elds.
While online, you will be given a reservation
con¿rmation number and if you so request while online, a
con¿rmation of your reservation by e-mail. The information
you furnish when making a reservation will be used to ful¿ll
your reservation and may be used as otherwise disclosed in
this policy.
Taken from www.hyatt.com
Dealing with Clients
29
Activity 19
Answer these questions based on the text in Activity 18.
1.
2.
3.
4.
5.
6.
Activity 20
What is the text about?
Have you ever made a hotel reservation through a website?
What should you do if you decide to make a hotel
reservation through website?
What information do you have to furnish for a better service?
If you are a travel agent, what will the hotel ask you to do
when you make a reservation on behalf of your client?
What will the hotel do with the information you have
ful¿lled in the reservation form?
Complete the following advertisement using the words
in the box. Then read the text aloud.
• luxurious
• sunning
• fashionable
• colorful
• outstanding
• intrepid
Bali Retreat — Try the Novotel
Enjoy Bali The Novotel way at the 1
Benoa
Ball, on the fringes of 2
Nusa Dua, only 20
minutes from Ngurah Rai International Airport. Choose
from 128 Deluxe Pool Wing rooms, 48 Deluxe Ocean
suites, complete
Wing rooms or the property's 12 3
with private 4
garden and Balinese-style, open-air
bathtub.
For 5
travelers, Bali's kaleidoscope of cultural
treasures is close by. Visit Tanjung Benoa, a traditional
¿shing village where 6
ceremonies and rituals are
part of daily life, or explore the intrepid Balinese temple
next door. Whatever your interests, Novotel Benoa Bali is
sure to serve them best.
• • • From now until March 31, 2007, American
Express Cardmembers can enjoy a special offer of a
Deluxe Ocean Wing room for US$65++ or a Benoa
Suite for US$130++ per night, when paying with the
Card.
For reservations, please contact: American Express
Travel Service Of¿ce, Graha Aktiva, Jl H.R. Rasuna Said,
Jakarta. Tel: (62) 21-521-6277; Fax: (62) 21-521-6633
Taken from www.nt.sail.com
30
Communication Builder for Intermediate Level (Grade XII)
Writing
Activity 21
Answer these questions based on your experiences.
Have you ever ¿lled in a reservation form (hotel, restaurant
or ticket)?
What information or of¿cial statements did you ¿nd in
the reservation form?
What do you think of ¿lling in reservation forms? Is it
easy or dif¿cult? Why?
Which do you prefer, making reservation by phone, online
or directly? Give your reasons.
1.
2.
3.
4.
Activity 22
Complete the following text using the words in the box.
•
•
•
Source: Stockbyte
landscaped
outstanding
funloving
•
•
•
scenic
water-based
portable
•
•
•
modern
relaxing
private
Basking on Bintan
Spread across 300 hectares of beautifully 1
gardens in the north of Bintan Island, the Hotel Sedona
Bintan Lagoon resort offers 2
facilities for the 3
businessman or tourist.
The resort features 416 tastefully appointed rooms with
4
conveniences, each with a 5
balcony
6
views. Golfers
overlooking the ocean or other
can tee off at one of three 18-hole courses or practice
on the driving range or putting green. The recreation
center offers an extensive selection of land and
7
sporting activities, from beach volleyball and
archery to catamaran sailing and night ¿shing.
In addition, the hotel’s function and meeting rooms
cater for groups of up to 240 and are equipped with state-ofthe-art audio-visual equipment, 8
platforms, stages,
dance Àoors and podiums. At the Hotel Sedona Bintan
Lagoon, ¿ne international restaurants,9
lounges and
fun pubs are available to satisfy your needs.
Taken from www.sedonabintan.com
Dealing with Clients
31
Activity 23
Pay attention to a typical letter from a travel agency.
Then study the parts of the letter.
Proprietor K J TICHBON
Manager M J COLLINS
Sender’s company and
address (printed)
59/60 HIGH STREET OXFORD OX14AT
TELEPHONE OXFORD 0856241141
Receiver’s name, title,
company, and address
Ms R Volpe
Oxford University Press
Walton Street
Oxford OX@ 6DP
Date
3 April 1991
Opening salutation
Dear Ms Volpe
We have pleasure in enclosing your tickets covering the following
reservations:
Main body of letter
Wednesday
10 April
(US:April 3/3rd)
London (Heathrow)
Budapest
Thursday
18 April
MA 611
Depart
Arrive
1245
1610
Budapest
MA 610 Depart
1015
London (Heathrow)
Arrive
1145
For the outward Àight on 10 April, please check in at Terminal 2,
Heathrow not later than 1145.
We hope you will have a pleasant Àight.
Closing salutation
Yours sincerely
Jeanne M Tichbon, A Inst TT
32
Communication Builder for Intermediate Level (Grade XII)
Activity 24
Read the reservation letter from a company’s secretary
to a hotel manager. Then answer the questions.
MULTI LOGISTIK
Headquarters:
Jalan A. P. Pettarani No. 5 Makassar
Phone: 62411-425501
17 June 2007
The Manager
Hotel Panakkukang
Jalan Boulevard No. 29-30
Makassar
Reservation Con¿rmation
Dear Mr. Mappangara,
I would like to con¿rm our booking in this morning
for a single presidential room with bath, shower, private
wireless telephone, internet network and small kitchen, for
one of our executives, Mr. Welirangan.
The reservation is for full board from 1–5 July 2007.
I am also con¿rming the reservation for a small conference
room to be available on 3 July, when Mr. Welirangan will
be holding a meeting with our international clients.
Please ¿nd enclosed our bank draft (No. 92109 423 4431)
for Rp10,000,000.00 as a deposit. The balance will be paid
as soon as we receive the con¿rmation from you.
We look forward to hearing from you soon.
Sincerely yours,
Melina Latuihamallo
Personnel Secretary to Mr. Welirangan
Encl. City Bank Draft
1.
2.
3.
4.
5.
Who is Melina?
What is the address of Melina’s work place?
What kind of letter does Melina write?
What is it about?
Who is the letter sent to?
Dealing with Clients
33
Activity 25
Complete the following reservation form with your
data/information. Do not leave any blank spaces.
Let’s say you are a manager of an export company and about to
have an annual meeting with clients.
HOTEL RESERVATION FORM
STARFIELD HOTEL•SINGAPORE
HOTEL TELEPHONE - MAIN LINE: 412-281-7100
RESERVATIONS TELEPHONE: 800-400-17000
RESERVATIONS FAX: 402 - 334 - 8013
SCA ANNUAL MEETING
JULY 21-25, 2007
RESERVATION DEADLINE: JUNE 20, 2007
Activity 26
Look at and study the following brochures or advertisements. Then write notes about what the brochures
or advertisements for.
Bergman ***
A small hotel of only 16. Situated in a quiet, residential area behind Vondel Park, it
overlooks a small canal and the park itself. The bedrooms have their own shower,
TV, and radio. Twin rooms with bath are available at a supplement. Although
the hotel does not have a restaurant or bar, the dining room is very pleasant and
drinks are served on request.
We recommend early booking because of the limited accommodation
available.
NO ROOM CHARGE for 1 child under 12 sharing room with 2 adults.
(Meals payable direct).
Supplements per person per night:
Twin with Bath £4.00
Single with Shower £8.00
ONE NIGHT FREE in stays of 3 nights or more
1 Jan-26 Feb, !-27 Jun & 15 Nov-28 Dec
Taken from First Class, 1992
34
Communication Builder for Intermediate Level (Grade XII)
Grammar Review
Subjunctives with Wish/If Only
Subjunctives are sentence constructions used to express situations that contradict
with the real situations.
1. Subjunctive with wish
Wish can be used with several different tenses: wish + past simple, wish + past
perfect, and wish + would + in¿nitive.
a) Wish + past simple
This expresses an unrealistic desire for the present situation to be different
since there is very little chance of the change occurring.
Examples: I wish I lived in Australia.
I wish I had wings.
b) Wish + past perfect
This expresses a desire that an action or event in the past had been different.
Example: I wish I hadn’t decided to work in that company.
c) Wish + would + in¿nitive
This expresses a desire for a situation to change either now or in the future.
The change could possibly occur but it generally depends on action from
some other persons or things.
Example: I wish he would give up smoking.
2. Subjunctives with if only
If only can be used instead of wish in all three constructions above. If only has
a stronger and unrealistic meaning than wish.
Example : If only I had wings.
Activity 27
Change the following sentences into subjunctives.
Example:
1.
2.
3.
4.
5.
My dad never comes home before 11 p.m.
I wish my dad would come home before 11 p.m.
I’d love to be a ¿lm star.
.
We decided to sell our house.
.
He spent all his money in the casino.
.
I hate having to do homework every night.
.
I don’t have enough time to see the play.
.
Dealing with Clients
35
Know How to
Send a Fax
1 Janet Cooper wants to go to Spain on
holiday with her family. She decides
to fax the receptionist at the Hotel
Plaza in Alicante to see if they have
the accommodation she requires.
Look at the information on this page,
and ¿ll in the ¿rst part of Janet’s fax.
She wants all the information on one
page. The code for Spain from the UK
is 00 34.
2 Write out the words of Janet’s fax
message in the correct order.
Janet and Peter Cooper
8 Fast Lance
Chesswood
Herts WD5 8QR
tel 01923 284908
fax 01923 285446
4 June
Dear Lynette,
It was lovely to see ...
Love,
Janet
HOTEL PLAZA
Source: www.peaktravel.com
This luxury hotel is situated on the water’s edge of one
of the most beautiful beaches in Spain.
For reservations and enquiries:
Phone (6) 527 21 56
Fax (6) 527 15 02
36
Communication Builder for Intermediate Level (Grade XII)
FAX TRANSMISSION
From
To
For the attention
Page 1 of
Date
To fax no
From fax no
Message
Arrange the jumbled words into good sentences.
a. rooms – hotel – I – to – some – would – like – reserve – at – your
b. in – 28 – July – We – on – Alicante – are – arriving
c. ten – hope – stay – to – We – for – nights – leaving – 7 – August – on
d. and – husband – like – room – I My – double – balcony – a – would – with –
preferably – a
e. require – Our – a – two – teenage daughters – twin – room
f. are – all – en-suite – that – We – understand – your – bedrooms
g. you – this – con¿rm – Could?
h. a – sea – view – possible – Is – have – it – rooms – to – with?
i. available – if – me – let – you – Please – for – know – have – dates – these –
rooms
j. grateful – if – I – be – would – also – me – you – could – tell – room – each –
price – the – of
k. from – I – forward – look – you – to – hearing
Yours faithfully
Janet Cooper
Dealing with Clients
37
Summary: Revisit This Unit
Making reservation
•
I would like to reserve a ticket to Australia.
•
Could I reserve a table for two for dinner tomorrow?
Taking reservations
•
Opening reservations of receptions
- Yes. Sir/Miss/Ma’am, can I help you?
•
Hotel reservation
- What kind of rooms do you need?
•
Ticket reservation
- What ticket do you want, Sir/Ma’am?
• Refusing reservation
- I’m sorry to inform you that all rooms/seats/ticket/tables have been
reserved.
Grammar review : Subjunctive with wish/if only
• Subjunctive with wish
- I wish I lived in Australia.(wish + past simple)
- I wish I hadn’t decided to work in the company.(wish+would+in¿nitive)
- I wish he would give up smoking.(wish+would+in¿nitive)
• Subjunctives with if only
- If only I had wings.
Reflection on Your Learning
After doing all activities, you may answer the following questions to check
whether you have comprehended the learning materials in this unit.
1.
2.
3.
What have you learned in this unit?
Are you able to make reservation?
Are you able to take reservation?
If you ¿nd some dif¿culties while answering the questions, you can discuss them
with your friends and consult your teacher.
38
Communication Builder for Intermediate Level (Grade XII)
Unit 3
Sourc
e: SWA
,
Februa
ry 8, 2
005
How's the Progress?
In This Unit
Listening
Identifying and noting down expressions used in a presentation
Speaking
Presenting a report using functional expressions in front of the class
Reading
Reading and comprehending texts about reports
Writing
Making a rough draft of a report based on an outline
39
Listening
Activity 1
Look at the report cover and answer the questions.
Annual Report
January–December
2007
by:
Mr. Oliver Smith
Chief Executive
1.
2.
3.
4.
5.
Activity 2
Listen to the following expressions and repeat them.
When and where would you hear these expressions?
1.
2.
3.
4.
5.
6.
Activity 3
What do you
u see in the report cover?
What do you know about a report?
Have you ever made a report?
Have you ever presented a report?
Have you ever listened to someone presenting a report?
"Good morning, Ladies and Gentlemen…."
"Good morning, everybody. Today I'd like to talk about …."
"On this occasion, I'd like to present my report."
"Next, I'd like to tell you something about...."
"Thank you very much for your kind attention, Ladies and
Gentlemen."
"My beloved teacher, friends, and audiences. Thank you
very much for this opportunity."
Read and study the following expressions for presenting
a report.
Introducing the subject
• I'd like to start by....
• First of all, I'll....
Finishing one subject
• Well, I've told you about....
• That's all I have to say about....
40
Communication Builder for Intermediate Level (Grade XII)
Know Your Stuff
It is important to
remember that English
and Americans speak
straight to the point. They
do not like someone who
speaks with circular style.
This must be remembered
if we are going to present
something to an English
and American.
Taken from Reader's Digest
Activity 4
Starting another subject
• Next....
• Now I'd like to discuss....
Analyzing a point and giving recommendations
• Let's consider this in more detail ....
• What does this mean for ABC?
Giving an example
• For example, ....
• As an illustration, ....
Dealing with questions
• We'll be examining this point in more detail later on....
• I'd like to deal with this question later, if I may....
Summarizing and concluding
• In conclusion, ....
• Finally, let me remind you of some of the issues we've
covered....
Listen to the following short speech of someone
opening a presentation. Arrange the topic sentences
according to the speech.
Topics
Number
Opportunities for further expansion in Africa
Some of the achievements made in Asia
Some recommendations
Description of the current position in Europe
Activity 5
Work in groups and listen to another speech. Then
identify the words, phrases and expressions you are
not familiar with. Finally, discuss their meanings with
your friends.
Words/Phrases
Expressions
How’s the Progress?
41
Speaking
Activity 6
Answer the following questions orally based on your
experience.
Source: www.masternewmedia.org
1.
2.
3.
4.
5.
Activity 7
Have you ever delivered a speech?
What was the speech about?
Has your speech successfully delivered?
How do you feel when you speak in front of an audience?
Have you ever presented a report? Share your experience.
In pairs, practice the following dialog.
Melita
Olivia
Melita
Olivia
:
:
:
:
Melita :
Olivia :
Melita :
Olivia :
Melita :
Olivia :
42
Well, how do we start?
Well, ¿rst of all, the report has to have a heading.
Hm. How about Report on Purchase of New Printers.
Yes, that's good. Report on Purchase of New
Printers. Fine. What next?
The date?
Yes, the report has to be dated, but ¿rst of all it has
to be adressed to someone.
Well, that's easy. To Mr. Sutresman.
Yes. To: Mr. Sutresman, Managing Director,
Firedome Ltd, Kendari. And the date ....
Now ... Terms ... of ... reference.
What does that mean?
That means what we were asked to do.
Communication Builder for Intermediate Level (Grade XII)
Melita
Olivia
Melita
Olivia
Melita
Olivia
:
:
:
:
:
Right. We've got that down. And then what?
Well, a new side-heading, I think:Procedure.
Procedure?
How we did the investigation.
So now can we recommend the machine we really
want?
: I'll put a side-heading: Recommendation.
Pronunciation Practice
Activity 8
Read the following words. Pay attention to your
pronunciation. Find their meanings.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Activity 9
present /prɪˈzent/
audience /ˈɔ:diəns/
attention /əˈtenʃn/
presentation /ˌpreznˈteɪʃn/
report /rɪˈpɔ:t/
propose /prəˈpəʊz/
speech /spi:tʃ/
elaborate /ɪˈlæbərət/
comment /ˈkɒment/
recommendation /ˌrekəmenˈdeɪʃn/
Read and practice the following speech presenting
a report. This is an excerpt of the introduction of a
speech about restaurants.
Can anyone guess what I have in common with celebrities
like Jennifer Lopez, Michael Jordan, and Sean "Diddy"
Combs? We're all involved in the restaurant industry.
You don't have to be a movie star to work in the
restaurant industry, but it does take guts, determination,
hard work and a strong desire to have fun on the job.
Today, I want to give you an idea of what it's like to work
in one of the most exciting, dynamic and ever-changing
businesses in America—the restaurant industry.
How’s the Progress?
43
My name is Toni Raharjo and I am the manager at
Smart Taste Restaurant in Bandung, Indonesia. I have
been dealing with restaurants for many years and now I
want to share my experiences and insights on how to enjoy
working in this ¿eld.
My story is just one example of how the dream of
working in the growing and vibrant restaurant industry can
be anyone's reality.
It takes many jobs to run a successful restaurant—and not
just jobs that involve chopping lettuce or waiting tables. In
fact, the restaurant industry has many different positions
and job titles—from management to public relations to
fund raising—and yes, cooking!
Let's look at a snapshot of who's who in the restaurant
industry.
• Who prepares salads, dessert plates and sandwiches?
The pantry cook.
• Who publicizes the restaurant's fund raising events,
parties and tasting? The public relations manager.
• Who selects the wines and coaches the wait staff on
serving and describing the wines? The wine steward.
• Who keeps the computers running and designs the
web site? The computer technician.
Know Your Stuff
Chances are your report
contains lots of detailed
data. Be on the alert to
include only the most
essential data in your
visuals. As you create
your visuals, keep in mind
the fundamental rules.
Use only at-a-glance
visuals that support your
key messages. As much
as possible, avoid visuals
crowded with lots of data,
charts, and graphs that add
nothing of real value.
Taken from www.speech4reprint.
edu
Activity 10
Work in groups and find other expressions commonly
used in presenting a report.
1.
2.
3.
4.
5.
6.
7.
Activity 11
44
Expressions for opening the speech
Expressions for introducing the topic/subject
Expressions for presenting ideas
Expressions for elaborating ideas
Expressions for making general statements
Expressions for drawing conclusions
Expressions for closing the speech
Make a simple report by using the expressions you
have learned. Present your report in front of the class
and pay attention to your pronunciation.
Communication Builder for Intermediate Level (Grade XII)
Reading
Activity 12
Source: www.images.google.co.id
Read aloud and study the following text about presenting
reports.
Presenting Reports
An oral report is a presentation of the material covered
in your ¿nal written report. You will have seven minutes to
present your report. You may use less time, but you may not
exceed the limit. In industry, oral reports are often given
before consultants, who charge extravagantly for their
time; therefore, you must learn to budget the time allotted
you and not exceed it. You will know in advance precisely
when, day and time, to the minute, you will be expected to
give your report. Be ready to go as soon as you stand up,
don't waste time with preparatory goo¿ng around. Rehearse
your talk ahead of time. Practice turning transparencies,
writing on the blackboard, or using whatever visual aids
you choose.
Taken from www.rpt4.com
Activity 13
Read and study the following statements. Then answer
the questions.
1.
2.
3.
Building a great presentation is about doing great
preparation. It involves doing research, homework, and
asking the right questions. Unfortunately, the reality of
public speaking is that preparation is the most important
facet of any great presentation. Do you agree with the
statement? Why or why not?
Presenters are like architects. They craft blueprints and
then share masterpieces with those in the audience. Every
word, every slide, and every handout needs to be closely
inspected to match the laws of simplicity. What is meant
by blueprint and masterpiece?
Aristotle taught about three presentation components: pathos,
logos, and ethos. Pathos refers to the ability of the speaker
to win over an audience with emotions. Logos refers to
winning the audience with evidence and letting them know
that you are an expert, and most important - ethos refers to
the credibility. What is meant by credibility?
How’s the Progress?
45
Activity 14
Read the following text. Pay attention to the
information.
Practicing Your Presentation
Source: www.kamase.org
46
Practice presenting your report at least once before presenting
it in class. Time your talk so you know exactly how much
material you can ¿t in, and how to set the material. Don't just
read your notes to yourself - stand up and give the talk the
way you will to the class. You will ¿nd it very dif¿cult to
speak clearly at your normal silent reading speed.
You will probably ¿nd, if you are like most people,
that you have too much material. If possible, practice
presenting your report in the room where you are going to
present it formally. Learn to ¿ll the room with your voice,
as described in lecture. Concentrating on the sound of your
voice will also help you not to be nervous when you are
presenting the report. Nervousness may make you speak
faster or slower than in your rehearsal. Be prepared with a
little extra material, in case you speak too fast.
If English is not your native language, and you ¿nd
speaking without a prepared text dif¿cult, or if you are
overwhelmingly nervous about speaking publicly, it is all
right to write your presentation out verbatim and memorize
it. However, you must treat memorizing a report in the same
way you would treat memorizing a play script. This means
that you must memorize it with normal pauses, emphasis,
and intonation, and take special care not to speak faster than
the normal speech rate. If humanly possible, don't do your
presentation by memorizing a speech it is not the best way. If
you are a non-native speakers, it is good for you to have more
pronunciation and intonation practice. Con¿dence in your
understanding of your material, and taking your time will
make up for a lot of awkward English and hyper-nervousness.
So will substantial practice presenting your report.
Get enough sleep the night before. I have seen
someone present a paper at a professional conference
after running on adrenalin for a few days, then pass out
and fall off the platform when he was asked a question.
Above all, remember that in an oral presentation, you must
make each major point in several ways. The old saying
about this is, "First you tell 'em what you're going to tell
Communication Builder for Intermediate Level (Grade XII)
'em, then you tell 'em, and then you tell 'em what you told
'em." Of course, using exactly the same words each time
does not help comprehension; what you are trying to do
is to ¿nd the explanation that works for each member of
the audience, and different people in the audience will
understand different explanations.
Activity 15
Answer these questions based on the text above. Discuss
your answer with your friends'.
1.
2
Surf the Net!
How to turn a written
report into a ¿rst-class
presentation? Find the
answer at
http://totalcommunicator.
com/vol3_4/presentation.
html
3.
4.
5.
6.
7.
Activity 16
What should you do before presenting your report?
What should you do if you have a chance to do the rehearsal
in the room you are going to present your report formally?
What should you do to overcome nervousness during the
presentation?
If English is not your native language, what should you
do to avoid awkward English and hyper-nervousness?
Why should you memorize presentation like a play script?
Why should you have enough sleep before presenting
your report?
Why should you make major points in several ways for in
the presentation?
Read and study the following words. Then find their
synonyms and their meanings. Consult a dictionary if
necessary. Pay attention to your pronunciation.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
comprehension /ˌkɒmprɪˈhenʃn/
overwhelmingly /ˌəʊvəˈwelmɪŋli/
material /məˈtɪəriəl/
lecture /ˈlektʃə/
concentrate /ˈkɒnsntreɪt/
nervous /ˈnɜ:vəs/
rehearsal /rɪˈhɜ:sl/
memorize /ˈmeməraɪs/
emphasis /ˈemfəsɪs/
awkward /ˈɔ:kwəd/
How’s the Progress?
47
Activity 17
Read the following carefully. Take notes on words or
phrases you are unfamiliar with. Find their meanings
in a dictionary.
Presentation Skills: Turning a Report
into a Presentation
Know Your Stuff
It is very important to
keep a presentation on
'track'. An outline may
help the presenter to
succeed.
Taken from Retorika Modern by
Jalaluddin Rakhmat
Source: www.images.google.co.id
Structure your talk
When you are dealing with a lengthy report that will later
become an oral presentation, it helps to break the material
into several distinct parts, based on the structure you have
de¿ned in your road map. That way, you can address
each main idea as an entity, before moving on to the next
idea. That will help your listeners better comprehend and
remember each key idea. Pay attention here to transitions;
these should provide a natural link from one idea or
section to another. Your transitions can also serve both as a
summary of each section and a glimpse of what is coming
next. With a well-thought-out outline, building the body of
your presentation should not pose a great challenge. You
should now be able to move on logically, step-by-step, to
your conclusion.
Create a strong opener
It is essential that you begin any presentation with a strong
opener. It is even more essential when your audience thinks
it is about to sit through what could be a long, tedious
exposition. You can quickly dispel any such notion with
an opener that immediately grabs everyone's attention. So
plan your opening comments carefully. Find something
48
Communication Builder for Intermediate Level (Grade XII)
in the report—a statement, a claim, a conclusion—that is
likely to have a particular impact on this audience. That
may require no more than going straight to the report's
key conclusion, and stating it as concisely as you can. You
may want to think of an elevator speech. Imagine you have
got 10 seconds to make your pitch. What would you say?
Once you have got the opener down cold, you can move
on smoothly to the body of your presentation.
Some more tips
• Be clear about the time allotted for your presentation.
• At the end of your presentation, summarize clearly and
emphatically the key conclusions and recommendations
of your report.
• Be prepared for questions. Will you be addressing
questions as they come up or will questions be held
for a Q&A period at the end?
• Have back-up material in reserve in case you are
questioned or challenged about parts of the report you
did not include in your presentation.
• Have handouts ready to pass around after your
presentation. You may decide to hand out the entire
report or just portions of it, as appropriate.
• Rehearse in the room and with the equipment you will
be using.
Taken from www.speech4reprint.edu
Activity 18
Read the text in the Activity 17 once more and decide
whether each of these statements is True or False.
1.
2.
3.
4.
5.
When you are dealing with a lengthy report, it
helps to break the material into several distinct
parts.
By structuring you talk, it is easy for your listeners
to comprehend and remember each idea.
It is not important that you begin any presentation
with a strong opener.
A good presentation opener will grab everyone's
attention.
You do not have to ¿nd a statement, a claim, or
a conclusion that is likely to have a particular
impact on this audience.
How’s the Progress?
49
6.
7.
8.
Activity 19
Know Your Stuff
Remember, your report
was compiled as a report.
Your job now is to create
a successful presentation.
That means you will be
needing everything in
the presenter's toolkit,
including practicing
your non-verbal
communication skills as
well—like maintaining
eye focus and using your
voice and gestures to good
effect.
Taken from www.
content4reprint.com
50
You do not have to summarize the conclusion
clearly and be prepared for questions at the end
of your presentation.
The back-up material is not about the parts of the
report you did not include in your presentation.
Maintaining eye focus and using your voice
and gestures to good effect are non-verbal
communication skills.
Read the following speech. In groups of three, conclude
this speech in your own words.
Employment in the restaurant industry has reached
record-breaking levels in recent years. The restaurant industry
employs millions of people and serves billions of meals,
racking up billions of dollars in annual sales. More than 70
billion meals are eaten in restaurants, and schools, and work
cafeterias each year. This year, restaurant industry sales are
expected to reach $537 billion. In this booming industry, career
prospects are strong because opportunities are increasing.
Restaurants also help neighborhoods and communities
thrive. Restaurants play an essential role in creating healthy
communities by providing jobs, entertainment, convenience
and a comfortable place for neighbors to meet, talk and
relax. More than nine out of 10 restaurants are active in their
communities. Restaurant owners themselves are often very
involved in local charities and fund raising activities.
I encourage each of you to strongly consider the restaurant
industry when you think about your future—both immediate
and long term. The restaurant industry is the industry of
choice for enterprising, dedicated and adventuresome young
people like yourselves.
Every day, those of us in the restaurant industry face
new challenges and have fresh opportunities to make a
difference in our customers'.
Communication Builder for Intermediate Level (Grade XII)
Grammar Review
Reported Speech
Study the following sentences.
1.
Direct
"We will present the paper tomorrow," said the committee.
reported words
Reported
2.
Direct
The committee said that they would present the paper the following
day.
Write your full name, please," said the clerk.
reported words
Reported
reported verb
reported verb
The clerk asked me to write my full name.
Reported speech refers to reproducing another person's exact words. When we use reported
speech, we are usually talking about the past. If the "reporting verb" is in form of the simple
past tense or the past perfect tense, the tense, pronoun, and adverb of place the "reported
words" will change.
Verb Tense Changes
Direct Speech
Reported Speech
Present Simple
He said,"I present my paper."
Past Simple
He said he presented his paper.
Present Continuous
He said,"I am presenting my paper."
Past Continuous
He said he was presenting his paper.
Present Perfect
He said,"I have presented my paper."
Past Simple
He said,"I presented my paper."
Past Perfect
He said he had presented his paper.
Past Perfect
He said he had presented his paper.
Past Continuous
He was presenting his paper
Past Perfect Continuous
He said he had been presenting his paper.
Future Simple
He said,"I will present my paper."
Future Simple in the Past
He said he would present his paper.
How’s the Progress?
51
Activity 20
Put the following statements into reported speech.
Examples: Bobi said, "I have my own apartment."
Bobi said that he had his own apartment.
1. Rendi said, "I will submit my report immediately."
2. Shanti said, "I don't like working under pressure."
3. My boss said, "Our company has successfully achieved
its target."
4. The manager said, "The presentation is really good."
5. Ivan said, "I think I should look for a better job."
6. The secretary said, "You have to make an appoinment to
meet the director."
7. Tuti said, "I have no draft on my desk."
8. Leo said, "I've taken a full time job."
9. Edi said, "I'll make a call tomorrow."
10. Tita said, "I saw a presentation yesterday."
Activity 21
Change the following reported speech into direct
speech.
Examples: Rian asked me if I had ever gone skydiving.
Rian said, "Have you ever gone skydiving?"
1. Jaka wanted to know if I would be at the meeting.
2. Intan wondered whether I was going to quit my job.
3. My boss wanted to know why I wasn't working at my
desk.
4. The secretary told me that I might use the telephone.
5. My friend said that I should take a long vacation.
6. The operator said that I didn't have enough credit to make
a call.
7. Ivan asked me whether I really loved my job.
8. Adi asked me whether I was sick.
9. Ari told Ira to wait for him after lunch.
10. Rini asked Denny what time it was.
Activity 22
52
Work in pairs. Make a presentation about an activity
held in your school. Report it in front of the class.
Communication Builder for Intermediate Level (Grade XII)
Writing
Activity 23
Know Your Stuff
Acknowledge Your
Audience
Let your audience know
that you care about the
fact that they're given
up their precious time to
listen your speech. Many
speakers try to block
out the people present in
the room, sometimes to
try to help control their
fear of public speaking
or because they want to
concentrate on their notes.
You have to remember
that your audience are the
reason you are there in
the ¿rst place! You will
win over yours listeners
a whole lot quicker if
you acknowledge their
presence, interact with
them by asking and
answering the questions;
even just by making eye
contact with a few people
can make a big difference
in your public speaking
performance.
Taken from www.
content4reprint.com
Match the following terms for writing a report with their
meanings.
Terms
Meanings
1. Methodology
a. This is the most important part of
many reports and may well be the
only section that some readers read in
detail. It should be carefully written
and should contain a complete
overview of the message in the
report, with a clear summary of your
recommendations.
2. Content page
b. This section sets the scene for your
report. It should de¿ne the scope
and limitations of the investigation
and the purpose of the report. It
should say who the report is for, any
constraints, the overall purpose of
your report, and more speci¿cally
what you want to achieve.
3. Acknowledgement
c. This will include the title of the
report, who has written it and the
date it was written or submitted.
4. Introduction
d. This is the main body of the report,
where you develop your ideas.
Make sure that it is well structured,
with clear headings, and that
your readers can ¿nd information
easily. The nature of this section
will depend on the brief and scope
of the report. It should contain
suf¿cient information to justify the
conclusions and recommendations
which follow.
How’s the Progress?
53
Activity 24
5. Terms of Reference
e. Thanks to the people or
organizations who have helped.
6. Executive Summary
f. This section outlines how you
investigated the area. How you
gathered information, where from
and how much e.g. if you used
a survey, how the survey was
carried out, how did you decide on
the target group, how many were
surveyed, how were they surveyed
by interviews or questionnaire?
7. Title
g. As in a book, this lists the headings
in the report, together with the
page numbers showing where the
particular section, illustration etc.
can be located.
Arrange the following parts of elements in writing a
report into a good order.
Know Your Stuff
No.
Body language is
important. Standing,
walking or moving
about with appropriate
hand gesture or facial
expression is preferred
to sitting down or
standing still with head
down and reading from
a prepared speech. Use
audiovisual aids or
props for enhancement if
appropriate and necessary.
1.
Methodology
2.
Content page
3.
Acknowledgement
4.
Introduction
5.
Executive summary
6.
Title
7.
Glossary
8.
Conclusions
9.
Findings/Analysis
10.
Recommendations
11.
Appendix
Taken from www.aresearchguide.
com
54
Terms
Communication Builder for Intermediate Level (Grade XII)
Activity 25
Pair up and write a rough draft of an on-the-job training
report based on the following outline. Consult your
teacher if necessary.
Solve It!
No.
Outline
Mr. Robert : What did they
say about your
last presentation?
1.
Title
the name of a report
2.
Content page
list of the contents of the
report
a. it gave them clear ideas
about the product
3.
Acknowledgement
statement of an author's
thanks to other people
b. it is nice of you to give
presentation
4.
Abstract
a short summary of a book
c. you will be invited to come
5.
Introduction
setting out the aims and
objectives, terms and
de¿nitions
6.
Background
all your background
research
7.
Methodology
set of the chosen
methodology and research
methods
8.
Findings/Analysis
set of your main ¿ndings
9.
Conclusions
sum up your ¿ndings
10.
Recommendations
list of recommendation from
funder
11.
Executive summary
brief statement of the main
points
12.
References/Bibliography
reference section
13.
Glossary
a list of technical or special
words
14.
Appendix
a section giving extra
information
Ms. Duval : They said ....
d. they are free to ask questions
Taken from Ujian Nasional
2006/2007
Activity 26
Meanings
You now have a rough draft ready with you. Swap your
draft with your friend's draft and read. Make some
comments on your friend's draft.
How’s the Progress?
55
Know How to
Writing a Report
If you are asked to write a report, for example,
analyzing the results of some research,
summarizing articles, or interpreting statistics,
your aim should be to present facts clearly so
that the reader will understand the main points
quickly.
•
•
•
Look at the report below and notice
how the information is divided up using
headings.
The style of report is impersonal: it is not
important who the writer is or what his or
her opinion is.
Notice whether you are told who the reader
is. This will help you decide how much you
need to explain.
Aim
The objective of the survey was to ¿nd out
whether shopping habits have changed since
the building of the new suburban mall at Lake
water, and to identify trends for the future.
Method
The survey targeted four groups of people: (A)
downtown residents, (B) suburban residents
up to three miles from the center of town, (C)
business owners in the central area of town,
and (D) merchants in the new mall.
Shoppers received one questionnaire, while
merchants received another. Researches visited
50 homes in the center of town and 50 in the
suburbs as well as a cross section of stores in
both locations.
Results
SHOPPERS
75% of all residents said that they had been to the
new mall at least twice during the last month. Of
these, the majority were from group B. Among
the most popular reasons cited for shopping at
56
•
In many reports, the important
information involves numbers. Read
the report again and ¿nd out what these
expression refer to:
50+50
four
5%
twice
two thirds
75%
a half
three
eight out of ten
the majority
a large majority
Your style of writing will not be personal, but
it need not be boring. Vary your language so
that you do not overuse the same expressions.
Think of other ways of saying the words and
phrases that are written in dark type in the
report below.
Lake water instead of downtown were the
ample free parking there compared with the
dif¿culties of parking there compared with the
dif¿cults of parking in the center of town and
the convenience of having a large number of
stores in one location in the mall. Families in
particular mentioned the Lake water children's
play area as an important advantage.
In contrast, two thirds of those questioned
in group A reported that they valued the
convenience of being able to walk to the stores.
Eight out of ten of the order shoppers surveyed
said that their daily shopping trip was their
only contact with other people. Moreover,
they preferred the personal attention of the
smaller stores compared with the anonymous
atmosphere of the larger outlets. They
were, however, concerned that prices were
increasing.
MERCHANTS
The merchants in town have seen business drop
off by up to a half, whereas Lake water business
have recorded a steady increase in sales over
Communication Builder for Intermediate Level (Grade XII)
the year. When asked whether they viewed the
future with optimism, a large majority of group
D replied positively, while only 5% of group C
said that they expected to see a growth in their
business in the coming year.
Conclusions
The opening of Lake water mall has clearly
had a devastating effect on downtown
shopping, and this trend seems set to continue.
Parking problems down ton have been a
signi¿cant factor in changing people's habits.
Mobile, better-off consumers are deserting
the main street for the new mall, leaving
downtown merchants to rely on the business
of local residents, particularly the elderly
and those without cars. As a result, many
long-established businesses now face grave
dif¿culties.
Taken From Oxford ESL Dictionary, 2004
Summary: Revisit This Unit
Presenting report
•
Introducing the subject
- I'd like to start the subject
- First of all, I'll....
•
Finishing one subject
- Well, I've told you about ...
- That's all I have to say about ...
•
Starting another subject
- Next....
- Now I'd like to discuss....
•
Analyzing a point and giving recommendations
- Let's consider this in more detail ...
- What does this mean for ABC?
•
Giving an example
- For example, ...
- As an illustration, ....
•
Dealing with questions
- We'll be examining this point in more detail later on ...
- I'd like to deal with this question later, if I may ...
•
Summarizing and concluding
- In conclusion, ...
- Finally, let me remind you of some of the issues we've covered....
Grammar review: Reported speech
- He said he presented his paper
- He said he was presenting his paper.
How’s the Progress?
57
Reflection on Your Learning
After doing all activities, you may answer the following questions to check
whether you have comprehended the learning materials in this unit.
1.
2.
3.
What have you learned in this unit?
Can you mention the steps you take in presenting a report?
Are you able to present a report?
If you ¿nd some dif¿culties while answering the questions, you can discuss them
with your friends and consult your teacher.
58
Communication Builder for Intermediate Level (Grade XII)
Unit 4
Sourc
e: www
. prosp
ektus.i
ts.ac.id
How Do You Operate
This Machine?
In This Unit
Listening
Responding to spoken manuals
Speaking
Giving instructions based on a user manual
Reading
Comprehending a user manual
Writing
Writing down the instruction on how to operate something
How Do You Operate This Machine?
59
Listening
Activity 1
Look at the following user manual for a scanner and
answer the questions.
UMAX Astra 2000 U/P Owner's Guide
Getting to Know Your Scanner
To gain a complete understanding of the information contained in this manual, it is
important that you become familiar with your scanner. The graphics below identify
the key scanner components.
4 Pin USB Connector
Document Cover
The plastic cover that
protecs the object glass
Power Adapter
Receptade
Astra 2000U Backpanel
Object Glass
The glass
surface on which
documents or
images are placed
Power Indicator
Iluminates to indicate that
the scanner is powered on
Astra 2000U and Astra 2000P Scanner Elements
Source: UMAX Astra 2000U/P Owner's Guide
1.
2.
3.
4.
Activity 2
What is shown in the picture?
What do you know about a user manual?
Where can you usually ¿nd a user manual?
What is it for?
Look at the pictures and listen to the following
instructions. Then match each instruction to the correct
picture. Compare your answer with your friends.
1
2
3
4
5
6
Source: UMAX Astra 2000U/P Owner's Guide
60
Communication Builder for Intermediate Level (Grade XII)
Activity 3
Listen to the instruction. Fill in the blanks while
listening.
Connecting the Power Adapter
1. 1
the scanner's power adapter into an electrical outlet.
2. Insert the other end of this 2
into the power adapter
receptacle on the rear 3
of the scanner. The power
indicator on the front panel of the scanner should now be
4
.
3. Plug your computer's power cable into an electrical 5
.
4. Turn your computer on.
Activity 4
Listen to the meaning of words and choose the correct
word.
Example:
You will hear
Choice
''To work or to make something work''
a. operate
b. cooperate
The correct word for the meaning is (a) operate.
1.
2.
3.
4.
5.
Activity 5
Activity 6
a.
b.
a.
b.
a.
b.
a.
b.
a.
b.
:
:
sequence
step
procedure
prosecute
manual
automatic
instrument
instructions
manual
annual
6. a.
b.
7. a.
b.
8. a.
b.
9. a.
b.
10. a.
b.
demonstrate
demonstration
sequence
sequel
instrument
instrumental
guide
guidance
install
installation
Your teacher will read some instructions. Listen to
him/her and do the instructions.
Work in groups and find a set of instructions. Read the
instructions to your classmates. Listen to your friends.
instructions. Take notes on the instructions. Are the
instructions clear?
How Do You Operate This Machine?
61
Speaking
Activity 7
Answer the following questions based on your
experiences.
1.
2.
3.
4.
Activity 8
Have you ever been instructed to do something?
What kind of task instruction was it?
What expressions were used to give the instructions?
Did you ¿nd any dif¿culties in doing the task? If yes,
why? What made it dif¿cult?
Read the following dialog and practice it with your friends.
Pay attention to your intonation and expressions.
Source: www.parish-supply.com
Customer
Know Your Stuff
It is very important to read
the manual before using
an electronic instrument
as we may damage the
instrument if we misuse it.
Taken from Housekeeping Tips
in Nova Tabloid
Shopkeeper
Customer
Shopkeeper
Customer
Shopkeeper
Customer
Shopkeeper
Customer
Shopkeeper
Customer
Shopkeeper
Customer
62
: Excuse me. Could you show me how this vacuum
cleaner works?
: Yes, of course
: What's those things for?
: Oh, that's for picking up heavy dirt.
: Why is it bent?
: That's so you can clean under furniture more
easily. Let me show you.
: Oh I see. And does it have a dust bag?
: Yes, of course.
: How do you change it?
: It's very easy. First, you make sure the power
turned off. Then, this clip is pressed down. The
sack is lifted off, and then the dust bag is taken
out like this.
: Oh that is easy. OK, ¿ne. I think I'll take this
one. Can it be delivered?
: Sure. We can deliver it right away to your home.
: Fine.
Communication Builder for Intermediate Level (Grade XII)
Pronunciation Practice
Activity 9
Read these words and find their meanings. These
words are commonly used for instructions.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Activity 10
Source: www.naturespiritproduct.com
Activity 11
Read aloud the following expressions. Pay attention
to the structure. Say them correctly.
1.
2.
3.
4.
5.
6.
7.
Wash the rice repeatedly in cold water.
Put in with some water in a pan.
Boil it.
Cook it for about 15 minutes.
Then it gets dry, put it into the steamer.
Steam the rice for about 45 minutes.
The rice is ready to serve.
Work in groups of four and find a set of one of the
following instructions and read it aloud to the class.
a.
b.
c.
d.
Activity 12
operate /ˈɒpəreɪt/
switch off /swɪtʃ ɒf/
plug in /plʌg ɪn/
maintain /meɪnˈteɪn/
record /rɪˈkɔ:d/
protect /prəˈtekt/
select /sɪˈlekt/
adjust /əˈdʒʌst/
restart /ˌrɪˈsta:t/
unplug /ˌʌnˈplʌg/
How to use a copy machine
How to use an automatic teller machine
How to print a document
How to make a phone call
Now retell using the points or instructions above how
to cook rice orally in front of your classmates.
How Do You Operate This Machine?
63
Activity 13
Choose a procedure or an instruction that you know
well and demonstrate the procedure to your class.
Bring everything you need to make your demonstration
clear.
a.
b.
c.
d.
Preparing a special dish
Explaining a math problem
Tips for accomplishing something
Using a special piece of equipment
Reading
Activity 14
Answer these questions.
1.
2.
3.
4.
5.
Activity 15
Do you like cooking?
What do you usually cook?
Have you ever used a microwave to cook something?
Did you know how to use it?
Do you often read the instructions if you don't know how
to use or operate an appliances?
Read the text.
How the Microwave Oven Works
Source: www.pricescan.com
Microwaves are a form of energy similar to radio,
television waves and ordinary daylight. Normally,
microwaves spread outwards as they travel through the
atmosphere and disappear without effect. Microwave
64
Communication Builder for Intermediate Level (Grade XII)
ovens, however, have a magnetron which is designed
to make use of the energy in microwaves. Electricity,
supplied to the magnetron tube, is used to create microwave
energy.
These microwaves enter the cooking area through
openings inside the oven. A turntable or tray is located at
the bottom of the oven. Microwaves cannot pass through
metal walls of the oven, but they can penetrate such materials
as glass, porcelain and paper, the materials out of which
microwave-safe cooking dishes are constructed. Microwaves
do not heat cookware, though cooking vessels will eventually
get hot from the heat generated by the food.
Source: www.mcwcc.com
Activity 16
Answer the questions based on the text in Activity 15.
Compare your answer with your friends'.
1.
2.
3.
4.
5.
6.
7.
Activity 17
What are microwaves?
What is a magnetron designed for?
What is the function of electricity supplied to the magnetron
tube?
Where do microwaves enter the cooking area?
Can microwaves pass through the wall of the oven?
What kinds of materials can microwaves penetrate?
How does cook ware used for cooking in microwaves
oven get hot?
Pronounce the following words and find their synonyms.
Pay attention to your pronunciation.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
instruction /ɪnˈstrʌkʃn/
procedure /prəˈsi:dʒə(r)/
operate /ˈɒpəreɪt/
ingredients /ɪnˈgri:diənts/
press /pres/
replace /rɪˈpleɪs/
assemble /əˈsembl/
connect /kəˈnekt/
disconnect /ˌdɪskəˈnekt/
insert /ɪnˈsɜ:t/
How Do You Operate This Machine?
65
Activity 18
Read the steps to set up an iMac carefully and pay
attention to the text structure. In groups of four, discuss
the text structure.
What's in the Box
Your iMac comes with an Apple Keyboard, a Mighty Mouse,
an Apple Remote, and an AC power cord.
Surf the Net!
Writing an instruction
manual is easier than you
think! Find the steps at
http://www.lousywriter.
com/how_to_write_a_
better_instruction_
manual.php
Keyboard
AC power cord
Mighty Mouse
Apple Remote
Source: iMac User's Guide
Setting Up Your iMac
Follow these steps to set up your iMac.
Step 1: Pass the power cord through the hole in the stand and
plug it into the power port on the back of your iMac.
Source: iMac User's Guide
66
Communication Builder for Intermediate Level (Grade XII)
Step 2: To access the Internet or a network, connect one end
of an Ethernet cable to the iMac and the other end to
a cable modem, DSL modem, or network.
Solve It!
1. Print the document from
the application.
2. Ensure your printer is
selected, then click the
main tab.
3. Specify the required
settings and click ok.
4. To start printing, click ok.
Source: iMac User's Guide
Note:
Your iMac also comes with AirPort Extreme technology for
wireless networking.For information about setting up a wireless
connection, choose Help > Mac Help, and then choose Library >
AirPort Help. See "Getting Answers" on page 28.
Step 3: Connect the keyboard and mouse cables.
What could be the title of the
text?
a. How to select a printer.
b. How to write an application.
c. How to buy a good printer.
d. How to print a document.
Taken from Ujian Nasional
2006/2007
Source: iMac User's Guide
Using a Wireless Keyboard and Mouse
If you purchased an Apple Wireless Keyboard and wireless
Mighty Mouse with your iMac, follow the instructions that came
with the keyboard and mouse to set them up.
How Do You Operate This Machine?
67
Step 4: Press the power ( ) button to turn on your iMac.
Source: iMac User's Guide
Step 5: Use Setup Assistant.
The ¿rst time you turn on your iMac, Setup Assistant starts. Setup
Assistant helps you enter your Internet and email information
and set up a user account on your iMac. If you already have a
Mac, Setup Assistant can also help you automatically transfer
¿les, applications, and other information from your previous
Mac to your new iMac.
Step 6: Customize your desktop and set your preferences.
You can quickly make your desktop look the way you want using
System Preferences. Choose Apple ( ) > System Preferences
from the menu bar. As you get to know your computer, explore
System Preferences, your command center for most settings on
your iMac. For more information, open Mac Help and search for
"System Preferences" or for the speci¿c preference you want to
change.
Activity 19
Answer the question based on the text in previous
activity. Compare your answer with your friends.
1.
2.
3.
4.
5.
6.
68
What's the text about?
What is there in the box of an iMac?
How many steps do you have to follow to set up your
iMac?
Where do you ¿nd the power port?
What do you have to do if you have wireless networking?
What do you have to do to turn on your iMac?
Communication Builder for Intermediate Level (Grade XII)
7.
8.
9.
10.
What is the function of setup Assistant?
What can Setup Assistant do if you already have a Mac?
What are System Preferences used for?
What do you have to choose if you want to open System
Preferences?
Grammar Review
Causative Verb Have
Study the following sentences:
1. I have the secretary type the letters.
2. I had my brother carry my bag.
To say that we arrange someone to do something for us, we use the structure of
causative. In sentences 1 and 2 above, the verb 'have/had' is followed by indirect object
(the secretary and my brother). In this causative sentence construction, we put the simple
form of a verb after the indirect object.
3. I have my shoes cleaned.
4. I had my watch repaired.
On the other hand, in sentences 3 and 4 the verb 'have/had' is followed by direct
object (my shoes and my watch). Here, we use the structure 'have something done'.
Those are the past participle's construction.
Activity 20
Answer the questions using causative have as shown
in the example.
Example: "Did you make that dress yourself?'' "No, I had it
made.''
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
"Did Rina cut her hair herself?''
"Did they paint their house themselves?"
"Did your father repair his car himself?"
"Did he cut the tree himself?"
"Did she install her computer herself?"
"Did you take the photograph yourself?"
"Did Mrs. Irma wash the car herself?"
"Did Antonio do his homework himself?"
"Did your grandmother post the letter herself?"
"Did you iron your shirt yourself?"
How Do You Operate This Machine?
69
Activity 21
Complete the following sentences using the words in
the brackets.
Example : We are having the house painted (the house/paint)
at the moment.
1. Her hair is too long. I think she should
(it/cut)
2. How often
(he/his motor/service)?
3. Is it true that many years ago he
(his portrait/
paint) by a famous artist?
4. Mother has
(an interior decorator/design)
the living room.
5. I'll have
(these books/arrange) on the shelves
tomorrow.
Writing
Activity 22
Answer the following questions based on your
experiences.
1.
2.
3.
Activity 23
Have you ever written an instruction manual?
What should you write in an instruction manual?
Are an instruction manual important in our lives? Why?
Look in your dictionary to find the meaning of these
words.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
70
instruction /ɪnˈstrʌkʃn/
procedure /prəˈsi:dɜə(r)/
operate /ˈɒpəreɪt/
ingredients /ɪnˈgri:diənts/
press /pres/
replace /rɪˈpleɪs/
assemble /əˈsembl/
connect /kəˈnekt/
disconnect /ˌdɪskəˈnekt/
insert /ɪnˈsɜ:t/
Communication Builder for Intermediate Level (Grade XII)
Activity 24
Complete the following text using the words in the
box. One word may be used more than once.
•
•
•
unpack
place
unplug
•
•
•
•
close
press
plug
start
•
•
•
open
¿ll
refer to
By following the basic steps on these two pages you will be able
to quickly check that your oven is operating correctly. Please
pay particular attention to the guidance on where to install
your oven. When unpacking your oven make sure you remove
all accessories and packing. Check to make sure that your oven
has not been damaged during delivery.
Source: www.dvorsons.com
1.
2.
3.
4.
5.
6.
7.
your oven and 2
it on a Àat level surface.
3
the oven in the level location of your choice
with more than 85 cm height but make sure there is at
least 30 cm of space on the top and 10 cm at the rear
for proper ventilation. The front of the oven should be at
least 8 cm from the edge of the surface to prevent tipping.
An exhaust outlet is located on top or side of the oven.
Blocking the outlet can damage the oven.
4
your oven into a standard household socket.
Make sure your oven is the only appliance connected to the
socket. If your oven does not operate properly, 5
it
from the electrical socket and then plug it back in.
6
your oven door by pulling the door handle.
7
the roller rest inside the oven and 8
the glass tray on top.
9
a microwave safe container with 300 ml (1/2
pint) of water. 10
on the glass tray and 11
the oven door. If you have any doubts about what type of
container to use please 12
page 14.
13
the start button six times to set 3 minutes of
cooking time. You will hear a BEEP each time you press
the button. Your oven will 14
before you have
¿nished the sixth press; don't worry this is normal.
The display will count down from 3 minutes. When it
reaches 0 it will sound three beeps. 15
the oven
door and test the temperature of the water. If your oven
is operating the water should be warm. Be careful when
removing the container it may be hot.
1
How Do You Operate This Machine?
71
Activity 25
Source: www.nuworld.co.za
Arrange the following sentences into the correct
order.
How to record on a cassette player/How to use a recorder
1. Then you put in the tape.
2. After that you connect the microphone to the tape player.
3. Finally pressed down the record and play button.
4. And then tested the voice level.
5. Well, ¿rst you have to plug in the cord.
6. Then you can begin to record.
Activity 26
Rewrite the instructions in Activity 25 using your
own words.
Activity 27
Write a procedure on how to operate something.
Complete it with pictures. Then compare your work
with your friends.
Example:
How to Operate MP3 Players
+
72
-
+ Up volume button
Press to increase the volume or move to
an upper item/menu.
Left ¿le browser button
Press to move to the previous track/
menu or play the current track from
beginning.
Press and brieÀy hold to quickly scan
tracks.
- Down volume button
Press to reduce the volume or move to a
lower item/menu.
Right ¿le browser button
Press to move to next track/menu. Press
and brieÀy hold to scan tracks.
Back button
Press to return to the previous screen.
Press and brieÀy hold to move to the
main menu.
Source: Samsung MP3 Player Quick Start Guide
Communication Builder for Intermediate Level (Grade XII)
Know How to
How to Write a User Manual
A user manual is an important document
to help a user understand any system in
general. It can be a mobile phone or a
software application to a full Àedged IT
system. It is a general convention that any
person well versed in English and having
a good store of vocabulary can write a
user manual but the assumption is entirely
wrong. Proper research is needed before
writing any article. Here is how to write a
user manual.
Modularity or use common words and
avoid using incomplete phrases because
your target readers can be diversed in their
knowledge levels. Always identify the
target audience ¿rst and then document
the manual as per them. If we are writing
a user manual for accounting software,
our target audience will be bankers who
are not that technically sound. So if we are
using dif¿cult technical terms, then they
will not be able to follow it very easily.
The next job is to identify what we
need to write. De¿ne the terms, processes
and techniques with a full description.
Troubleshooting techniques is one of
the most important reasons, why people
refer to the user manual. So the user
manual must cover in the minutest
detail the troubleshooting tricks of every
conceivable problem. Installation and
maintenance are also important reasons
for referring a user manual so the chapters
should also be covered in full details with
related "frequently asked questions".
The task of breaking bigger contents
into smaller sub contents makes the user
manual a light and easy to follow. Also, try
numbering each and every step so that it is
easy to redirect the user to other step at any
moment. For example "in the installation
section, there is a need to go to the product
overview chapter at a particular step say
7th ", we can very well redirect the user to
that step.
The format of the user manual should
also be made such that it appeals to the
consumer so that they ¿nd it easily to
refer. Every user manual is comprised of
certain essentials.
The user manual must be indexed, clear
where to ¿nd the exact page for reference.
Like any standard book, a preface should
be added in the front of the manual which
clearly outlines the scopes and goals of the
user manual. The front page, disclaimer
and copyright (if any) should also be
mentioned in detail at the start of the manual.
In a nutshell, writing a user manual is not
a dif¿cult task if we identify our subject
matter, our target audiences and present it in
a modular and easy-to-follow manner.
www.wikihow.com
How Do You Operate This Machine?
73
Summary: Revisit This Unit
Understanding manuals
1.
2.
3.
4.
Plug the scanner's power adapter into an electrical outlet.
Insert the other end of this cable into the power adapter receptacle on the
rear panel of the scanner. The power indicator on the front panel of the
scanner should now be illuminated.
Plug your computer's power cable into an electrical outlet.
Turn your computer on.
Grammar review: Causative verb have
• I have a secretary type the letters.
• I had my watch repaired.
Reflection on Your Learning
After doing all activities, you may answer the following questions to check
whether you have comprehended the learning materials in this unit.
1.
2.
3.
What have you learned in this unit?
Do you have a gadget? What is it? Is it accompanied by a manual?
Can you mention a tool or a machine you can operate by reading its manual?
If you ¿nd some dif¿culties while answering the questions, you can discuss them
with your friends and consult your teacher.
74
Communication Builder for Intermediate Level (Grade XII)
Review 1
For questions 1-10, listen to the expressions and choose a, b, c, or d for the correct response.
1.
2.
3.
c.
Certainly, Sir. Let me check it ¿rst for
you.
d.
Yes, sure I want to reserve the ticket to
Bali for tomorrow.
a.
I am not doing anything.
b.
I am ¿ne, thank you.
c.
Nice to meet you too, Deni.
d.
I'm a personnel manager now,
a.
I have worked for two years.
b.
I have working for two years.
c.
I have been work for two years.
d.
I have been working for two years.
a.
I am a secretary.
b.
I am my employee.
c.
He is the president of them.
d.
I'm the secretary.
a.
I'd like my job very much.
b.
I'd like to go to my work.
c.
Yes. I work as a waiter.
d.
No. I am not what you like.
b.
I will Ày tonight.
a.
I'd like to book two tickets.
c.
I am Àying tonight
b.
I'd like to reserve a single room
tomorrow.
d.
I will reserve for tonight.
c.
I'd like to book two large living rooms.
d.
I'd like to reserve a single ticket.
a.
Yes, sure. Ticket to Bali, please.
b.
Certainly. Wait a minute. I have to go
now.
7. a.
b.
Certainly, Sir. Let me tell it ¿rst to
you.
c.
Yes, sure. You can meet him tomorrow
morning.
d.
Yes, I want to have an arrangement
right now.
8. a.
4.
5.
Yes, sure. Thank you manager.
b.
OK, then. Thank you very much.
c.
OK, sure. I can meet him afternoon.
d.
Yes, I want to have an arrangement
right now.
9. a.
10. a.
6
Yes, sure. Mr Rudi is going to Bali.
I will stay for two nights.
I'm sorry he is busy right now.
b.
OK, that's all right.
c.
OK, sure. I can meet him afternoon.
d.
Yes, I want to have an arrangement
right now.
75
For numbers 11-25 choose a, b, c, or d for the correct answer the following questions.
11. A
B
a.
b.
c.
d.
: We need a Master of Ceremonies
to present the best officer at our
company’s annual party. Will you do
it?
:
.
Yes, will we
Yes, will I
I would be glad to do it
Will I do it if you pay me well
12. The following expressions are correct,
except
.
a. I've told him to turn off the lights a
hundred times, but he just won't listen
b. Will you wait just a minute please? I'm
almost done
c. We'll never get to the station on time
d. The doctor says you will drink lots of
Àuids and get plenty of rest
13. Which one is not correct?
a. Our son lives in a large Capital city?
Ah! That will be Jakarta.
b. If you like spicy food, you will try a
Mexican restaurant.
c. My daughter is two years old, and
whatever you ask she will always
answer "no".
d. My old car will barely go eighty
kilometers per hour.
14. Customer
: Hello. I’m interested in booking
a room for the September long
weekend.
Receptionist :
.
a. I'm not afraid we’re totally booked for
that weekend
b. I'm afraid we’re totally booking for
that weekend
c. I'm not afraid we're totally booking for
that weekend
d. I'm afraid we’re totally booked for that
weekend
76
15. X : I have to meet the director next week.
Can I make an arrangement?
Y :
.
a. Yes, sure. The director is going to have
arrangement
b. Certainly, Sir. Let me tell it ¿rst to
you
c. Yes, sure. You can meet him tomorrow
morning
d. Yes, I want to have an arrangement
right now
16. A
: Could you come on Sunday at 1.00
pm for the meeting?
B
a.
b.
c.
d.
:
.
Yes, sure. Thank you manager
OK, then. Thank you very much
OK, sure. I can meet him afternoon
Yes, I want to have a meeting right
now
17. A
: OK, Sir. You are confirmed. You
have reserved a single ticket for next
weekend. Your flight is tomorrow
afternoon, Sir?
B
a.
b.
c.
d.
:
.
Thank you for the Ày, Sir
OK, then. Thank you very much
OK, sure. I can Ày afternoon
Yes, I want to have a ticket right now
18. The expression for opening the presentations
is
.
a. "Good luck, Ladies and Gentlemen
…"
b. "Good morning everybody. It's been
very nice to be here…"
c. "My beloved teachers and friends.
Today I would like to present my
report"
d. "First of all, I would like to thank to
everybody for helping me to ¿nish my
report"
Communication Builder for Intermediate Level (Grade XII)
19. The expressions for introducing subject of
the presentations is
.
a. "Good luck, Ladies and Gentlemen
…"
b. "Good morning everybody. It’s been
very nice to be here…"
c. "My beloved teachers and friends.
Today I would like to present my
report"
d. "First of all, I would like to thank to
everybody for helping me to ¿nish my
report"
20. The following are the expressions used for
.
presenting presentations, except
a. "Ladies and Gentlemen, today we are
going to talk about my report"
b. "Everybody, please allow me to say
that"
c. "On this event, I’m happy to inform
you that my report…"
d. "Next, we will discuss about my
family"
21. What is the mistake in this expressions?
A
B
a.
b.
c.
d.
22. A :
B:
a.
b.
: Could your company salesman comes
a little earlier?
: Ten o'clock would be good.
Could
your company salesman
come a little earlier?
Ten o'clock
c.
d.
You will be home by midnight and no
later. Do you understand
Can you speak Spanish
23. Which is not correct?
a. Can you give me that black book,
please?
b. Please make yourself at home. You
can watch TV, use the telephone or do
anything you like.
c. You can take your stupid ideas and get
out!
d. You can hang your coat in that closet.
24. The following expressions are correct,
except
.
a. Can I book a bus seat for next
Sunday?
b. What kinds of rooms do you need?
c. Could I have a reservation to Australia
for two days ago?
d. Shinta Hotel, good morning. May I
help you?
25. Which is not correct?
a. Can you hold my coat for a second
while I put on my sweater?
b. She can sail very well, but she can’t
swim.
c. If you don’t understand you can ask a
question.
d. The doctor says you can stay warm
and drink lots of Àuids.
?
Okay, I promise.
Will you pass me the salt, please
You will be tired after working all
day
Review 1
77
Questions 26-30 are based on Text 1.
Text 1
Hotel Receptionist
When guests arrive at a hotel or call to make
bookings, the hotel receptionist is usually the
¿rst person they speak to. It is up to the receptionist to make guests feel welcome and to deal
ef¿ciently with enquiries. Their tasks are likely to include: allocating rooms to guests, taking and passing on messages, putting together
bills and taking payment, and handling foreign
exchange, helping guests with requests, e.g.
asking housekeeping for extra bedding or storing valuables in the hotel safe.
In a large hotel, receptionists use a computer to handle reservations, and may also use a
telephone switchboard. They may employ sales
26. What is the main job described in the text?
a. Hotel manager.
b. Hotel porter.
c. Hotel receptionist.
d. Hotel room boy.
27. The following are the main tasks of hotel
.
receptionist, EXCEPT
a. allocating rooms to guests
b. taking and passing on messages
c. putting together bills and taking
payment, and handling foreign exchange
d. enjoying dealing with guests
28. Where does a receptionist usually use a
computer to handle reservations?
a. Small hotel.
b. Smaller hotel.
c. Large hotel.
d. Larger hotel.
78
skills to encourage guests to upgrade to a better
room or eat in the restaurant, for example.
In larger hotels, there might be a small
team of receptionists, each with speci¿c duties. In a small hotel, they might do non-reception tasks too-like serving drinks.
Reception desks in larger hotels often stay
open all night, but in smaller hotels night-time
duties might be taken over by the porter. Working hours can include days, nights, weekends
and public holidays. Receptionists might work
shifts. There are opportunities for working part
time or only in the holiday seasons.
Source: www.hrd.2 42.com
29. A hotel receptionist may also
.
a. handle reservation
b. talk to the customer
c. serve drinks
d. encourage guests to order foods and
drinks
30. Which statement is NOT CORRECT based
on the text?
a. Receptionists might work shifts.
b. There are opportunities for hotel
receptionist working part time.
c. In smaller hotels, there might be a
small team of receptionists.
d. Reception desks in larger hotels often
stay open all night.
Communication Builder for Intermediate Level (Grade XII)
Questions 30-35 are based on Text 2.
Text 2
Although receptionists do not need a high level
of 31
, employers might ask for
GCSEs/S grades or equivalent quali¿cations,
32
in English and Math. There
are quali¿cations speci¿cally 33
at this kind of work, which can be studied full
or part time at college. Some employers prefer
mature people with experience of dealing with
the public.
hotels and chains
Many 34
have in-house training schemes that mean
31. a.
b.
c.
d.
32. a.
b.
c.
d.
33. a.
b.
qualify
quali¿ed
quali¿cations
quality
particular
particularly
participant
partial
aim
aims
receptionists can combine work with study
at college, usually working towards an NVQ/
SVQ.
Larger hotels and chains may offer more 35
prospects than small hotels. With
experience and quali¿cations, receptionists could
be promoted to jobs such as supervisor, head
receptionist or reception manager. Receptionists
could also move to different areas of hotel
work.
Source: www.rcpt/hotels.edu
c.
d.
34. a.
b.
c.
d.
35. a.
b.
c.
d.
aimed
have aim
large
largely
larger
big
promote
promotion
promoted
promotes
Questions 36-40 are based on Texts 3 and 4.
Text 3
From : Irene Sukandar [Irene@messages.com]
To
: Kirtya Hotel [reservetion@Kitya.com]
Subject : Room Reservation
I need a single room with a queen-sized bed for four nights, from April 14 until April 17. Do you have
a room available then? I will be attending a conference at the Convention Center and I understand that
your hotel is just two blocks from there. Please con¿rm this for me as I don’t want to have to walk
far or deal with cabs. Also, do you have a pool and a weight room? Is there a restaurant located in or
near the hotel?
Thank you for your help.
Review 1
79
Text 4
From : Kirtya Hotel [reservation@Kitya.com]
To
: Irene Sukandar [Irene@messages.com]
Subject: Re: Reservation for a Bussines Trip
We do have the type of room that you want. It costs Rp 1,100,000 per night. However, for the ¿rst
night of your stay only, I will have to give you a king-sized bed as there are no queens available that
night. It costs an extra Rp 250,000. I hope this will suit you. Starting on April 15, you can have the type
you requested. I can con¿rm that we are located very close to the Convention Center, just one block
further than you thought. It is a very pleasant walk through a park to the center, and I’m sure you will
enjoy it. We do have a pool, but unfortunately it is currently closed for repairs. There is a full-service
restaurant, poppies, located in the hotel. Hotel guests are entitled to a free breakfast there. Lunch and
dinner are also served and can be charged to your room for your convenience. If you would like to go
ahead with your reservation, please send me your credit card information as soon as possible.
36. When does Irene Sukandar want to begin
her stay at Kitya Hotel?
a. April 14
c. April 16
b. April 15
d. April 17
41. I prefer working at the of¿ce
working at the factory.
a. than
c. better than
b. to than d. rather than
37. What kind of room does she request?
a. A room for one person.
b. A room with two queen-sized bed.
c. A room near the pool.
d. A room with a view of the park.
42. A : Will you go to the of¿ce with me?
38. If Irene Sukandar makes the reservation
suggested in the hotel e-mail, how much
will she pay?
a. Rp 1,100,000 c. Rp 4,650,000
b. Rp 1,350,000 d. Rp 5,000,000
39. How far is the hotel from the Conversation
Center?
a. One block
c. Three blocks
b. Two blocks d. Four blocks
40. What is included in the price of the hotel
room?
a. Breakfast
b. Room Service
c. Use of the pool
d. Use of the weight room
80
B:
a.
b.
c.
d.
.
I would rather stay here than go
I would rather stay here than going
I would rather stay here from go
I would rather stay here to go
43. Which of the sentence indicates preference?
a. Deni doesn't like to apply for the job
as a salesman.
b. Rendi prefers become a programmer
rather than an operator.
c. I like to stay all night to work.
d. My manager asks me to write a reference
letter.
44. All his friends believe that he can do his job very
well. It means he
do his job well.
a. may
c. will
b. could
d. is able to
Communication Builder for Intermediate Level (Grade XII)
45. "I could have asked somebody else to ¿nish
this report," means
.
a. I ¿nished the report
b. Somebody else ¿nished the report
c. I asked somebody to ¿nish the report
d. I don't want to ¿nish the report
48. I’ll have my assistant
appointment.
a. call
c. called
b. calling
d. will call
46. The human resource manager made the
two hours.
applicant
a. wait
c. waited
b. waits
d. waiting
this report
49. If Mrs. Sudarmo
before 2.00, her secretary will type it.
a. will ¿nish
c. has ¿nished
b. ¿nished
d. ¿nishes
a.
b.
deliver
will deliver
c.
d.
delivering
delivered
for an
47. Mr. Gusman can’t have the package
until Saturday.
Read the text and choose the word that best completes each sentence.
CLASS REGISTRATION
REMINDER
Class registration begins July 11. and classes
begin July 18. If you 50
for a class after
July 17 you will have to pay a Rp 250,000 late
registration fee. You will have to have a signed
permission letter from the course instructor if
you sign up for an advanced level class.
that you provide your phone number and
e-mail address on your course selections is no
you
longer available. We cannot 52
if we don’t have this information. Our staff
is not responsible for searching for you in a
directory.
If a class 51
due to low enrollment.
the university will contact you. We recommend
50. a.
b.
c.
d.
51. a.
b.
register
to register
will register
is going to register
cancels
is canceled
c.
d.
52. a.
b.
c.
d.
will cancel
be canceled
contact
enroll
instruct
recommend
Review 1
81
To
: antonigunawan@depalma.com
From : novaarianti@depalma.com
Re
: Where to hold the meeting
Antoni,
We need to ¿nd a place for our meeting Wednesday. If the conference room 53
available, we could have it there. Unfortunately Dani reserved it for a small workshop. If I were running a workshop with only ¿ve people I would switch it to the lounge. However, I already talked
to Dani and he doesn’t want to relocate. He says the conference room is more suitable for his
role-playing activities.
Dina Sa¿ra’s of¿ce is very big. If I 54
friendlier with her, I would ask to use it. You
I would offer her a free lunch or
know her, don’t you? Why don’t you ask her? If I 55
something for doing it.
Thanks,
Nova
53. a.
b.
c.
d.
54. a.
b.
82
is
was
were
will be
am
was
c.
d.
55. a.
b.
c.
d.
had been
were
were here
was you
were you
were me
Communication Builder for Intermediate Level (Grade XII)
Unit 5
Sourc
e: ohm
y
apt.ap
artmen
trating
s.com
Dear Sir ...
In This Unit
Listening
Responding to business letters read by someone
Speaking
Reporting the content of a business letter by own words
Reading
Comprehending the content of business letters
Writing
Identifying the parts of a business letter
83
Listening
Activity 1
Answer these questions based on your experience.
1.
2.
3.
4.
5.
Activity 2
Listen and answer these questions.
1.
2.
3.
Activity 3
letter head
inside address
salutation
complimentary
identi¿cation
Listen to the following letter and then answer the
questions.
1.
2.
3.
84
How many words do you hear?
Where can you ¿nd these words?
Explain the meanings of these words.
a. salutation
b. closure
c. signature
Listen and write the missing ones. Then find their
meanings. Do it in pairs.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Activity 4
Do you know what a business letter is?
Have you ever seen/read one?
What do you know about business letters?
What are common parts of a business letter?
Mention some examples of business letters that you know.
Who sends the letter?
Whom is the letter sent to?
What is it about?
Communication Builder for Intermediate Level (Grade XII)
Activity 5
Work in groups and study the following letter. Discuss what
the letter is about. Listen to your friends’ opinion.
551 N. Whedbee Street
Fort Collins, Co 80521
April 30, 2007
Ms. Cynthia Wood
Director of Human Resources
Architectural Wonders, LLC
821 Wazee Street
Denver, CO 80204
Know Your Stuff
A business letter should
clearly describe its
purpose in detail. The
person receives it will
focus on the substances of
the letter.
Taken from How to Write a
Business Letter
Dear Ms. Wood:
I am pleased to accept the architectural drafting position
starting at $26,500 per year. Thank you for making the
offer.
As I mentioned during my ¿nal interview, graduation is
May 15, after which I had planned on a week's vacation.
Assuming that this is still acceptable, I will report for work
on Monday, May 24. If it is not, please let me know.
My arrangements for relocating to Denver are underway,
however, the rental unit I am moving into will not be
available until the middle of June. In the mean time, I will
make the daily commute from Fort Collins. Thank you
again. I am excited about this opportunity and look forward
to being part of the Architectural Wonders team.
Sincerely,
Clinton
Clinton B. Johnson
Dear Sir ...
85
Activity 6
Activity 7
Listen to the statements. Choose whether each the
statement is true (T) or false (F) based on the letter
in Activity 5.
Find a business letter. Bring it to your class. Read the
letter while your friends listen. What is the letter
about? Note down the important information in the
letter.
Speaking
Activity 8
Read the following situations and answer the questions.
1.
2.
3.
Activity 9
You read an advertisement in the newspaper about a new
modern LCD TV. You want to buy and order it by phone.
What will you say?
You are a sales person. You have to sell your product to
costumers. What will you do?
Which do you prefer, offering product by phone or letter?
Why? Give your reasons.
Read the following dialog and practice it with your
friends’.
Here is a telephone conversation between a secretary of Smart
Chemical Company (SCC) with Mr. Egi Suhendar from Liquid
Control Product (LCP).
Secretary
: Good morning, SCC. How can I help you?
Mr. Suhendar : Good morning, Egi Suhendar here, calling
from Bandung. Could I speak to the manager,
please?
Secretary
: What is it about, please?
Mr. Suhendar : Well, I work for LCP (Liquid Control Product).
Our company is a leader in safety from leaks in
the ¿eld of chemical processing. I would like to
offer some products and services that will help
your company cope with such problems.
Secretary
: Oh I see. Well, she is not available now.
Mr. Suhendar : Could you tell me when I could reach her?
86
Communication Builder for Intermediate Level (Grade XII)
Secretary
: I'm afraid she'll be away in Iowa City for the
next few days.
Mr. Suhendar : Could I possibly have her cell phone number?
Secretary
: Yes, but if I were you, I would just fax details of
products and services together with references
from other companies through this number.
Mr. Suhendar : OK, that's a great idea. I'll send the fax immediately.
Thank you. Goodbye.
Secretary
: Bye.
Activity 10
Answer the following questions orally based on the dialog
in Activity 9.
1.
2.
3.
4.
5.
Activity 11
Who works for Liquid Control Product?
Where is LCP probably located?
What area does LCP deal with?
Where is the manager going?
What should Mr. Suhendar fax to SCC?
Read another dialog carefully and act it out with your
friends. Identify the expressions of offering products.
Mr. Agi
Lani
Mr. Agi
Lani
Mr. Agi
Source: Pilar, December 4, 2001
Lani
Mr. Agi
Lani
Mr. Agi
Lani
: Good morning. MELONE Co. Ltd. Pratama Agi
is speaking. Can I help you?
: Good morning. I'm Lani from Kajang Electronics.
I read your advertisement on the Internet about
your new product. I'd like to order some.
: What product do you actually mean?
: High Speed Chip Mounter. I wonder if the discount
is still valid.
: Yes, it is. But the amount of discount will depend on
the number you order. For example, if you order more
than 5 units, we'll give a discount of about 5%.
: Fine, we'll order ten units. What are the terms of
payment?
: We accept letters of credit.
: Good. How about the shipment?
: We'll send the products after receiving advance
payment of not less than 50% of the total payment.
May I have your number?
: It's 022 70027242. When will I have the goods?
Dear Sir ...
87
Mr. Agi
Lani
Mr. Agi
Lani
Activity 12
: One week after we receive the payment. Ms. Lani,
could you possibly con¿rm your order through
fax? The number is 021 253352.
: Alright.
: Thanks for your order.
: You're welcome.
Work in groups and read the dialog once again. Then
complete the following form.
Name of Product
:
Name of Products Ordered :
Discount
:
Terms of Payment
:
Shipping Procedure
:
Shipping Time
:
Con¿rmation Method
:
Pronunciation Practice
Activity 13
Pronounce the following words correctly and find their
meanings in your dictionary.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
88
order /ˈɔ:rdə(r)/
product /ˈprɒdʌkt/
company /ˈkʌmpəni/
sales /seɪls/
advertisement /ədˈvɜ:tɪsmənt/
complaint /kəmˈpleɪnt/
discount /ˈdɪskaʊnt/
detail /ˈdi:teɪl/
opportunity /ˌɒpəˈtju:nəti/
letter /ˈletə(r)/
Communication Builder for Intermediate Level (Grade XII)
Activity 14
Read and study the following letter carefully. What is
the letter about? Discuss it with your friends.
Dandy Manufacturing, Inc.
2525 E. 34th Street
Greeley, CO 80631
February 3, 2007
Better Widget Makers, Inc.
5555 Widget Avenue
Silver City, CO 80456
Attention: Sales Department
I would like to order the Widgets listed in the table below. The reference numbers are
from your 2006 catalogue. Please include a new catalogue with my order.
I would like this order to ship COD complete. If you cannot ship the complete order
within 10 days, please notify me immediately. I can be reached at (303) 954-0202 #35
Quantity
100
300
50
Ref.#
AB045
XT111
NT066
Description
Tiny Blue Widget
Deluxe Yellow Widget
Super Deluxe Red Widget
Price
$2.38
$4.56
$6.15
Total
$238.00
$1,386.00
$307.00
Total: $1,913.50
Thank you,
Jim
Jim Dandy, Jr.
General Manager
Dear Sir ...
89
Activity 15
Read the letter once again and report to the class
the content of the letter according to the following
questions.
•
•
•
•
•
•
•
Who wrote the letter?
Whom is the letter written to?
When was the letter written?
What companies are engaged?
What was ordered?
How much is the total price of the order?
How soon should the complete order be sent?
Reading
Activity 16
Answer the questions based on your experiences.
1.
2.
3.
4.
5.
Activity 17
Read the following kinds of business letter. Then find
their meanings/Indonesian equivalents.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
90
Have you ever read a business letter?
What kinds of business letter have you read? What was it
about?
What do you know about application letters?
Are application letters included in business letters or
personal letters?
Find another example of a business letter you know?
acceptance letter /əkˈseptəns ˈletə(r)/
acknowledgement letter /əkˈnɒlɪdʒmənt ˈletə(r)/
adjustment letter /əˈdʒʌstmənt ˈletə(r)/
application letter /ˌæplɪˈkeɪʃn ˈletə(r)/
complaint letter /kəmˈpleɪnt ˈletə(r)/
inquiry letter /ɪnˈkwaɪəri ˈletə(r)/
order letter /ˈɔ:də(r) ˈletə(r)/
refusal letter /rɪˈfju:zl ˈletə(r)/
response letter /rɪˈspɒns ˈletə(r)/
sales letter /seɪls ˈletə(r)/
Communication Builder for Intermediate Level (Grade XII)
Activity 18
Read this business letter carefully. Identify what kind
of letters this is. Work in groups.
Klara Agusta
Jalan W.Z. Johanes No. 621
Kel. Bumi Nyiur, Manado 95118
May 26, 2007
The Tiny Tots Toy Company
Jalan Ceningan Sari No. 50
Sesetan, Denpasar 80223
Surf the Net!
Writing an effective
business letter is an
important skill for every
manager and business
owner. Find some
overviews that examine
the main steps in creating
an effective business
letter at http://owl.
english.purdue.edu/owl/
resource/653/01/;
http://www.businessletters.com/businessletters.htm;
http://www.write101.com/
businessletter.htm.
Dear Customer Service Representative:
I recently purchased one of your Tiny Tents (Model
#47485) for my three-year old daughter.
Unfortunately, after viewing the components that came
with the product, I discovered that four of the parts were
missing. Also, the instructions that came with the tent are
in Portuguese and Russian, but not in English or French,
the two languages I speak. These two unforeseen problems
have resulted in the tent remaining un assembled and
unacceptable as a toy for my daughter.
I am writing to request replacements for the missing
parts, and a copy of the full set of assembly instructions (in
English or French) for the model I purchased. If reasonable
arrangements are not made within ten business days, I will
return the tent to the store I purchased it from and expect
a full refund. To assist you in processing my request, I am
including a copy of my sales receipt and a list of the missing
parts.
I have purchased other toys manufactured by your
company in the past, and have always been impressed with
the quality and selection that Tiny Tots has made available to
its customers. I sincerely hope this is a one-time incident, and
that any future purchases I make will live up to the standard
my family has come to expect from your company.
Sincerely,
Klara
Klara Agusta
Enc: 2
Dear Sir ...
91
Activity 19
Choose the best answers to the questions based on
the letter in Activity 18.
1.
Know Your Stuff
When creating business
letters, use 8 1/2' by 11'
unlined paper. Although
24-pound with 100+
brightness is a little more
expensive, it will make
a better impression than
everyday copy paper. Use
1" margins on all four
sides. Use a serif font
such as Times Roman
(12 point) or Georgia (11
point). A business letter
should be single-spaced
and if possible, typed on a
computer. Print the letter
on only one side of the
paper.
2.
3.
4.
Taken from www.writeexpress/
businessletter.com
5.
92
Which is NOT TRUE about Klara Agusta?
a. She recently purchased a toy for her daughter.
b. She speaks four languages.
c. She found the components of the toy she bought were
incomplete.
d. She wrote the letter because she didn’t understand
the assembly instructions.
How many problems does Klara Agusta have with the toy
she purchased?
a. One.
b. Two.
c. Three.
d. Four.
What does Mrs. Agusta ask for?
a. A new toy of the same model.
b. A copy of her sales receipt.
c. The missing parts of the toy and its assembly
instructions in English or French.
d. A refund.
What might make Mrs. Agusta purchase Tiny Tents
manufactured by the Tiny Tots Toy Company?
a. The toys have a low price.
b. The toys are easy to assemble.
c. The design of the toy is impressive.
d. The toys manufactured by the company, which
she has purchased, have always had an impressing
quality.
Whom does Mrs. Agusta write the letter to?
a. The shopkeeper of the store where she purchased the
toy.
b. The owner of the Tiny Tots Toy Company.
c. The worker who made Tiny Tents.
d. The customer service representative of the Tiny Tots
Toy Company.
Communication Builder for Intermediate Level (Grade XII)
Activity 20
Read and study the letter from The Tiny Tots Toy Company
in reply to the letter from Mrs. Klara Agusta.
The Tiny Tots Toy Company
Jalan Ceningan Sari No.50
Sesetan, Denpasar 80223
May 30, 2007
Klara Agusta
Jalan W.Z. Johanes No.621
Kel. Bumi Nyiur, Manado 95118
Dear Mrs. Agusta,
Please accept our sincerest apologies on the inconvenience
concerning the missing parts of our product and the
instructions. I can assure you that action has been taken to
remedy the problem. We have sent the missing parts and
the assembly instructions in English and French.
As a token of good faith we would like to offer you a gift
certi¿cate of Rp100,000 of toys at the store you purchased
Tiny Tents. We hope that this will help compensate for any
inconvenience the problem caused.
After checking, we discovered a number of glaring
errors he had made. Thank you for bringing the error to our
attention.
We hope that this will be a satisfactory solution. Your
parts of Tiny Tents and the assembly instructions should be
arrive shortly as they were sent May 29.
Sincerely yours,
Diana
I Gusti Putu Diana Supta
Customer Relations
Activity 21
Work in groups and identify the following parts of the
letter in Activity 20.
1.
2.
3.
letter head
date line
inside address
4.
5.
6.
salutation
closure
complementary
Dear Sir ...
93
Writing
Activity 22
Answer these questions based on your experiences.
1.
2.
3.
4.
5.
Activity 23
Have you ever written a business letter?
What kind of business letter have you written?
What are the differences between personal letter and
business letters?
Do you think business letters are important?
Do you think writing a business letter is dif¿cult?
Study the following information before learning how
to write a business letter. Then paraphrase it. Write
the main points of the information.
Content of a Formal Letter
The ¿rst paragraph should be short and state the
purpose of the letter- to make an enquiry, complain,
request something, etc.
The paragraph or paragraphs in the middle of the letter
should contain the relevant information behind the
writing of the letter. Most letters in English are not
very long, so keep the information to the essentials
and concentrate on organizing it in a clear and logical
manner rather than expanding too much.
The last paragraph of a formal letter should state what
action you expect the recipient to take- to refund, send
you information, etc.
94
Communication Builder for Intermediate Level (Grade XII)
Activity 24
Read and study the following business letter and
identify the parts of the letter. Work in groups.
1.
Better Widget Makers, Inc.
Jalan Garuda No. 61
Pontianak 78251
2.
October 1, 2007
3.
Mr. Putra Wisesa
Vice President, Sales and Marketing
Golden Bread Company
Jalan Karimata No. 62
Pontianak 78116
4.
Dear Mr. Wisesa:
I received your price information packet today and
appreciate its prompt delivery. It seems to have everything I
need. You mentioned deeper discounts in consideration of an
annual contract. I am looking for just such an arrangement.
Should I be unavailable when you call on Friday, please
speak with my assistant, Ani Rifai. She keeps my calendar
and will assist you in making an appointment.
5.
6.
Thanks again,
Ida
Ida Linggodjiwo
Purchasing Agent
CC: Ani Rifai
7.
Activity 25
Complete the following acknowledgement of order using
the words in the box. Then notice and study it.
•
•
•
•
•
raw materials
delivery
unsuccessful
part number
back-order
•
•
•
•
•
inventory
quarter-inch
are pleased
penny
production
Dear Sir ...
95
Sumberejo Nuts and Bolts
P.O. Box 3445, Semarang 50254
April 1, 2007
Permana Asmasubrata
Sentosa Hardware Distributions
P.O. Box 1078
Cirebon 455135
Dear Mr. Asmasubrata,
to receive your order for 10,000 2
nuts, part number XJ223345KU. However,
we are unable at this time to ful¿ll the order.
We
Surf the Net!
There are many kinds of
business letter. You can
see and learn the various
types of business letter
at http://www. business
letters.com
1
has been depleted and that
Our present 3
nut is now in 4
until mid-July. Our supplier
of 5
is unable to supply the materials until
July 1, thus pushing us back to mid-July for possible
6
. We have tried, but were 7
,
to ¿nd an alternate source of raw materials. If you like, we
could substitute 8
XJ223345KU. It is a
9
higher in price per unit. Otherwise, we
will keep your order and rush it to you as soon as we can
start 10
on these nuts again.
Thank you for your understanding in this matter. We
apologize for your inconvenience.
Sincerely,
Pratiwi
Pratiwi Atmodirono
Production Head
96
Communication Builder for Intermediate Level (Grade XII)
Study the following letter of complaint and the reply.
Discuss it with your friends.
Activity 26
Dear Sir/Madam
I wish to lodge a complaint against one of your waitresses
called Susi Sunaryo.
Solve It!
Identify the underlined word
or phrase that that should be
corrected or rewritten.
Back to School Midyear Sales
at Bros! Prices are more lower
a
than those of other stores in town.
b
Come for anything you need
c
at school.
d
Taken from Ujian Nasional
2005/2006
Last Saturday I took my family for a meal at Black Dahlia
Restaurant. Although there were not many people at the
restaurant, we were made to wait for forty minutes for a
table. We were kept waiting a further thirty minutes before
we were served. When I complained to the waitress, she
became rude.
I was very upset by the treatment we received. I hope you
will take the necessary action on this matter.
Thank you.
Yours truly,
Edi
Edi Susilo
BLACK DAHLIA RESTAURANT
Jalan Merdeka No. 130 Padang Sidempuan 22717
April 15, 2008
Edi Susilo
Jalan Kertas Sampul No. 05
Pematang Siantar 21147
Apology
Action
taken
Dear Mr. Susilo
I wish to personally apologize for your unfortunate treatment
by our employee, Susi Sunaryo, Last Saturday. Her actions
toward you were totally inappropriate.
Because of this situation, we have relieved Ms. Sunaryo
of her position. We would also like to offer you a voucher
for Rp200,000 of dinner at our restaurant. We value our
customers and hope that this token will help compensate for
the disappointment you felt. We are increasing our training
in customer relations for all of our employees to avoid just
such a problem occuring again.
Dear Sir ...
97
Thank
you
Thank you for your understanding. We hope that this is a
satisfactory solution to the problem.
Sincerely yours,
Ratna
Ratna Pradipta
Activity 27
Write a reply letter to the following letter of complaint.
Jalan Proklamasi Blok J No.9
Palembang 301237
2 May 2007
The Manager
Achilles Footwear
Jalan Cemara No.39
Palembang 30245
Dear Sir/Madam,
Defective Shoes
I am writing to complain about a pair of shoes which I
purchased last week from your shop.
Your sales assistant recommended these shoes for walking.
Although she said they had non-slip soles and were fully
waterproof, my feet were soaked when I wore them in the
rain yesterday.
I enclose the receipt for Rp185,000 and would appreciate
a refund or a pair of genuine waterproof walking shoes as
replacement.
Yours faithfully,
Pandu
Pandu Kurniawan
98
Communication Builder for Intermediate Level (Grade XII)
Grammar Review
Although or In Spite of
Study the sentence.
•
Although she said they had non-slip soles and were fully waterproof, my feet were soaked
when I wore them in the rain yesterday.
Study this example situation:
Last year Jaka and Joni spent their holidays by the sea. It rained a lot but they enjoyed themselves.
You can say:
•
Although it rained a lot, they enjoyed themselves.(= It rained a lot but they ....) or
•
In spite of / Despite the rain, they enjoyed themselves.
After although we use a subject + verb.
After in spite of (or despite) we use a noun, a pronoun (this/that/what etc.) or -ing
Activity 28
Complete these sentences with although or in spite of.
1.
2.
3.
4.
5.
all my careful plans, a lot of things went wrong.
I had planned everything carefully, a lot of things
went wrong.
I love music
I can’t play a musical instrument.
being very tired, we carried on walking.
The heating was full on, but
this the house was still
cold.
Know How to
Writing Business Letters
There are two main styles of business
letters:
Full block style: Align all elements on the
left margin.
Modi¿ed block style: Down the middle
of the page, align the return address, date,
closing, signature, and typed name; align
other elements on the left page margin.
The followings are the elements of a
standard business letter and their functions.
Return Address:
Your address (or the address of the company
you represent). If you are using preprinted
stationary, there is no need to retype the
information.
Date:
Leave two blank lines after the return
address. Always spell out the month and
include the day, a comma, and the year.
Inside Address:
Leave two blank lines after the date. Then
type the address of the person or company
to whom you are writing.
Salutation:
Type Dear, followed by the person’s name.
End the line with a comma. If you don’t know
the name of the person, use a title instead (i.e.,
Dear Editor, Dear Madam).
Dear Sir ...
99
Body:
Align your message on the left margin.
Skip a line before starting a new paragraph,
but do not indent the paragraph's ¿rst line.
Make sure that each paragraph is clear and
concise.
Closing:
Leave two lines of space after your last body
paragraph, then use a conventional closing,
followed by a comma (i.e., Sincerely,
Sincerely Yours, Respectfully).
Signature:
Your signature should appear below your
closing. Unless you have established a
personal relationship with the person you are
writing, use both your ¿rst and last name.
Taken from www.wikipedia,com
Summary: Revisit This Unit
Understanding simple business letters
•
Element of a standard business letter
- Return address
- Closing
- Date
- Signature
- Inside address
- Name and position
- Salutation
- Abbreviations at the end of a letter
- Body
Grammar review: Although or in spite of.
•
Although it rained a lot, they enjoyed themselves.
Reflection on Your Learning
After doing all activities, you may answer the following questions to check whether
you have comprehended the learning materials in this unit.
1. What have you learned in this unit?
2. Can you mention examples of business letters?
3. Can you mention elements of a standard business letter?
If you ¿nd some dif¿culties while answering the questions, you can discuss them
with your friends and consult your teacher.
100
Communication Builder for Intermediate Level (Grade XII)
Unit 6
Sourc
e: Tem
p
o, Dec
ember
12, 20
04
Keep Up the Good Work
In This Unit
Listening
Responding to procedures read by someone
Speaking
Explaining a guideline or a procedure
Reading
Comprehending the text about SOP
Writing
Writing parts of SOP according to given example
101
Listening
Activity 1
Look at the picture and answer the following questions.
1.
2.
3.
Activity 2
What happens to the light?
What will you do if the
light in your room does not
work?
Do you know the correct
way of checking the light
bulb?
Listen to the tape. Put these instructions into
the correct order. Compare your answer with your
friends.
• Test it.
• Turn the bulb anti-clockwise.
• Look at it.
• Take it out of the socket.
Begin like this:
1. Switch off the power.
Activity 3
Listen to the tape. Complete the dialog using the
questions you hear. Work in pairs.
Ita
Nova
Ita
Nova
Ita
Nova
Ita
102
: 1
: They are for ¿xing screws to brick walls or concrete
walls.
2
:
: Because they give the screw a good grip.
: 3
: First, mark the position of the object you want to
hang on the wall. You can use a pencil or nail. Then
make a hole for the wallplug.
: 4
Communication Builder for Intermediate Level (Grade XII)
Nova
Ita
Nova
Ita
Nova
Ita
Nova
Ita
Nova
Ita
Activity 4
Listen to the following short procedures and decide
whether each of these statements is true or false.
1.
2.
3.
4.
5.
Activity 5
: You can use a hammer and nail or an electric drill
to make the hole.
: 5
: Withdraw the nail or drill and clear away the loose
dust. Next, push the wallplug into the hole.
: 6
: Yes. Tap it gently with a hammer. It will go right in.
You must not have it protruding from the surface of
the wall.
: 7
: Insert the screw into the wallplug.
: 8
: Yes, you do. 9
: Yes!
The text tells us about Instructional Equipment.
Justi¿cation must be submitted by purchase
orders.
A work request can be used to have IBM
computers, Epson printers and typewriters
repaired.
Image writers' repairs should be directed to the
help desk.
The barcode must be entered on the work
request.
Work in groups and listen to another procedure. Then
complete the following table based on the text you
have heard.
Activities
Time Schedules
Pest control
Noti¿cation
Technicians work
Keep Up the Good Work
103
Speaking
Activity 6
Look at the pictures and answer the following
questions. Discuss the answers.
1
2
Source: Publisher's Documentation
1.
2.
3.
4.
5.
Activity 7
What is happening in each picture?
Do they have problems?
What problems do they have in each picture?
What might cause the problems?
What should be done to solve the problems?
Work in pairs. Match the words from the three columns.
Then make questions and answers. Take turns.
Example
Job : a ; Method : 5; Tool : c
Student A : Remove this nail from the tire.
Student B : How?
Student A : Pull it ¿rmly with a pair of pliers.
Job
a. Remove/nail/tire
104
Method
1. twist/tightly
Tool
A. electric drill
b. make/hole/steel plate 2. press/gently
B. ¿nger
c. join/cables
3. drill/carefully
C. pair of pliers
d. check/concrete/dry
4. measure/carefully
D. brush
e. check/width/shelf
5. pull/¿rmly
E. ruler
f. paint wall
6. spread/evenly
Communication Builder for Intermediate Level (Grade XII)
Pronunciation Practice
Activity 8
Say the words below and find their meanings by
consulting the dictionary.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Activity 9
Source: CD Image
Activity 10
robot /ˈrəʊbɒt/
rubbish /'rʌbɪʃ/
¿x /fɪks/
nut /nʌt/
bolt /bəʊlt/
wire /'waɪə/
thoroughly /ˈθʌrəlɪ/
dirt /dɜ:t/
leak /li:k/
tap /tæp/
Study the dialog. Then act it out with your friend.
Dina : Where's your robot, Adi?
Adi : In the rubbish bin. It began to do everything wrong. I
couldn't ¿x it, so I threw it away.
Dina : Let's ¿nd out what's wrong with it. First, remove
the nuts, bolts and wires. Wash the rest of the parts
thoroughly so that they are free of dirt and oil.
Adi : The parts are now completely dry. What do I do next?
Dina : Put back the wires. They must be carefully arranged.
Then join the parts using the nuts and bolts. Later, the
buttons be ¿tted. Here, let me show you how.
Adi : Oh, it works! Thank you, Dina. You're wonderful at
¿xing things. Could you also ¿x our leaking tap?
The following are guidelines for keying systems. Study
each guideline and then pretend that you are assigned
by the company where you are working to explain it
to some new recruits. Explain the guidelines in your
words.
Keep Up the Good Work
105
•
•
Activity 11
Each principal should obtain a metal stamp kit or an
electric vibrating engraving tool to be used in identi¿cation
of keys. The key box must be maintained in a de¿nite
order such that the code book could be interpreted by a
locksmith, assistant principal, or any other individual who
is authorized to access the box.
The building should be keyed for zones and sub-zones
to ensure security in case a key is lost or stolen. Grand
Masters should not be duplicated except by Service Center
personnel and should be issued to a select group. All areas
should be left on the master system except areas of the
principal's of¿ces and the vault.
Read the dialog and practice it with your friends. Pay
attention to your intonation.
Dr. Kimberly : Mr. Davis. On behalf of the university
management, I'd like to brieÀy describe the
new working procedures that are hoped to be
more Àexible.
Mr. Davis
: Please do, I'm listening.
Dr. Kimberly : Well, the spirit of these new working
procedures is to offer some Àexibility for
university employee in order that they can
maintain the quality of the service to the
students and other clients.
Mr. Davis
: Anyway, will these new procedures be put
into effect for all employees?
Dr. Kimberly : Of course not. These will be applicable only
to those who have continuously worked for
the university for at least one year.
Mr. Davis
: What are the major changes?
Dr. Kimberly : A lot. One of them is working hours and
working arrangements. Employees are now
given an opportunity to request any change
for working hours and arrangements.
Mr. Davis
: Sounds interesting. Go on.
Dr. Kimberly : Any request that is made and accepted will
make a permanent change to contractual terms
and conditions. The personnel manager will
hold a meeting to discuss details about this.
106
Communication Builder for Intermediate Level (Grade XII)
Reading
Activity 12
Answer the following questions.
1.
2.
3.
4.
Activity 13
What would you do if your appliance got damaged?
Would you ¿x it or ask someone else to ¿x it?
Are you good at ¿xing things?
When ¿xing things, can you follow a written instruction?
Work in groups of four. Decide which sets of instructions
you prefer, and why.
Text 1
-
-
-
Mending a Fuse
First, find the fuse box.
Then make sure you turn off all the main electric
switches.
Now open he door of the fuse box. Inside is a row of
white objects. These are the fuse carriers. The fuse
wires are fixed inside them.
Pull out the fuse carriers one by one to see if the wire
is broken. The fuse is broken when you can see the two
burnt-out ends of wire. The fuse carrier will be slightly
blackened.
Hold the fuse carrier firmly and loosen the nuts.
After that, take out the broken bits of wire.
Remember to choose a new length of fuse wire of the
carrier in a clockwise direction.
Then turn the carrier round. Twist the wire round the
other end in the same way.
Next, screw both nuts tight.
Finally, replace the carrier in the fuse box. Turn on the
main switch and put on the lights.
Taken from English Form 4, 1990
Keep Up the Good Work
107
Text 2
fuse box
Know Your Stuff
A typical SOP contains the
following elements:
• purpose and scope;
• de¿nitions;
• materials and equipment
needed;
• safety concerns;
• who is responsible;
• step-by-step procedure
with identi¿cation and
emphasis of "critical
steps";
• records to be kept;
• copies of forms to be
used;
• references.
fuse wire
fuse
Mending a Fuse
Every household electrical system has a fuse box
which contains fuses. Often a fuse wire burns out and you
will have to fix a new fuse wire which can be bought at
an electrical or a hardware shop. You must always use the
same thickness of wire. To change the fuse wire, you will
first have to open the fuse box. Next, find the fuse carrier
with a new one. Always wind the wire in a clockwise
direction. Finally, put the carrier back, turn on the main
switch on the lights.
Taken from www.hawaii.edu/
ehso/bio/theSOP
Taken from English Form 4, 1990
Activity 14
Answer the question based on the text in Activity 13.
1.
2.
3.
4.
5.
6.
7.
108
What is the text about?
What is inside of the fuse box?
Why should the fuse carriers be pulled out one by one?
How can you know that the fuse is broken?
Can you use any kinds of wire for replacing the broken one?
Which word in the text means in the direction of the
movement of the hands of a clock?
What is the very last step you have to take when mending
a fuse?
Communication Builder for Intermediate Level (Grade XII)
Activity 15
Find the words in the texts in Activity 13 which have
the following Indonesian equivalents.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Activity 16
Answer the questions based on your experiences.
1.
2.
3.
4.
Activity 17
sekering
tombol
kawat
melepaskan
mur
searah jarum jam
memilih
ujung
menyalakan
lampu
Have you ever read a standard operating procedure?
What kinds of standard operating procedure have you
read? What is it all about?
What do you know about standard operating procedure?
What do you think is an SOP for?
Read and study the following paragraphs and match them
with their topics. The text is a procedure of a general
warehouse in a private school. Work in groups.
General Warehouse Procedures
• Topic: Chairs for Loan
•
• Topic: Furniture
in Portable Classrooms
Topic: Special
Requests
Keep Up the Good Work
109
Paragraph 1
Furniture in portable classroom shall be transferred with
the trailer. (The sending school should prepare a C-50
for the furniture in the trailer and the receiving school
should complete the C-50 form when trailer and furniture
are transferred.) In the event the furniture is not adequate
for the grade/program, then an R-40 should be submitted
requesting the appropriate furniture. The R-40 should
include a statement of justi¿cation of why the furniture
received with the trailer is not usable.
Solve It!
Mela
: I have already put the
letter here.
What's next?
Bowo : Do you see the
"start" button on
the machine? If
you press it, ....
Mela
: Oh, yes. Thank you.
a. you will see the next
instruction
b. you would see the next
instruction
c. you would see the next
instruction
Paragraph 2
The number of black stacking chairs available for loan
are limited. Priority will be given to Board of Education
programs and to other school programs where seating
is normally not available (e.g. graduation exercise at a
stadium). It may be necessary for the school to borrow
chairs from another school. It shall be the responsibility
of the person/school making a special request for loan of
chairs to schedule and coordinate the loan from the school
and then contact the Service Center. The warehouse will do
the pickup and delivery. The request must identify both the
delivery date to a school and the date of pickup for return
to the warehouse. When your school orders chairs from
the Service Center, the same chairs must be stacked and
counted. Blue chairs will no longer be loaned.
d. you would have seen the
next instruction
Taken from Ujian Nasional
2005/2006
Paragraph 3
All special requests must be submitted on a Work Request.
Adequate planning and noti¿cation to the Warehouse must
be in a timely manner so as to allow the warehouse to plan
and schedule the special delivery or transfer request.
110
Communication Builder for Intermediate Level (Grade XII)
Writing
Activity 18
Study the text and then answer the questions.
If the water does not Àow, ¿rst check the stop tap. If it is
closed, you should open it. But if it is open, check the tank.
If the tank is empty, switch on the pump and ¿ll it. But if it
is full, you should check the pipes. They might be clocked.
1.
2.
3.
4.
5.
Activity 19
The water does not Àow, what do you do ¿rst?
The stop tap below the sink is open. What do you do?
What do you do if it is closed?
What do you do if the tank is full?
If the tank is empty, what do you do?
Study the chart and its explanation.
Is
the stop tap
open?
Yes
Check
the tank.
No
Open it.
If the stop tap is open, check the tank.
If the stop is not open, you should open it.
Keep Up the Good Work
111
Activity 20
Complete these charts in the same way as the one in
Activity 18.
1.
Yes
a
b
No
a.
b.
c.
c
If the switch is working, switch on the electricity.
But if the switch is not working, you must repair it ¿rst.
2.
Yes
a
b
No
a.
b.
c.
c
If the switch is working, switch on the electricity.
But if the switch is not working, you must repair it ¿rst.
Activity 21
Make sentences, like the ones in Activity 19 about these
charts.
1.
Is
there any
water in the
tank?
No
Fill it.
112
Communication Builder for Intermediate Level (Grade XII)
Yes
Turn on
the tap.
2.
Are the
pipes
blocked?
Turn on
the tap.
Yes
Touch
them.
No
Surf the Net!
The term standard
operating procedure,
abbreviated as SOP,
is used in a variety
of different contexts:
healthcare, education,
industry and military, etc.
You can learn more about
SOP at http://www.lehigh.
edu/~kaf3/sops/sop2.html.
Yes
Fill it.
3.
Are the
wires
insulated?
No
Insulate them.
Grammar Review
Imperatives
Study these sentences.
• Check the stop tap.
• Open it.
• Switch on the electricity.
• Repair it ¿rst.
• Don't use these broken wires.
In the sentences above the verb forms check, open, switch, repair and don't use
are called "imperatives". Af¿rmative imperatives have the same form as the in¿nitive
without to; negative imperatives are constructed with do not (don't) + in¿nitive.
Imperatives are used, for example, to tell or ask people what to do, to make
suggestions to give advice or instructions, to encourage and offer, and to express
wishes for people's welfare.
Keep Up the Good Work
113
Activity 22
Change the questions into instructions. Use the word
check.
NOTICE
Check these things before you leave the workshop.
1. Are all the machines are off
Check that all the machines are off.
2. Is the Àoor clean?
3. Are the tools in the boxes?
4. Are the ¿re buckets full?
5. Are the goggles in the store room?
6. Is the store room closed?
7. Are the windows and doors closed?
8. Is the mains switch off?
Activity 23
Match the instructions with the ones in the box.
1.
2.
3.
4.
5.
6.
Tighten the screw.
Switch off the power.
Write in English.
Loosen the nut.
Write in Arabic.
Switch on the power.
a.
b.
c.
d.
e.
f.
114
Write from left to right.
Turn it anti-clockwise.
Push the switch downwards.
Push the switch upwards.
Turn it clockwise.
Write from right to left.
Communication Builder for Intermediate Level (Grade XII)
Know How to
How to Write a Standard Operating Procedure
A Standard Operating Procedure, or an
"SOP," is a document containing instructions
on how to perform a task. It ensures that
routine jobs get performed safely and in
compliance with applicable regulations.
You can write an authoritative Standard
Operating Procedure by following these
steps.
Step 1:
Ask employees using the SOP for their
input on how the job should be performed.
Expect the document to undergo several
drafts before a ¿nal can be generated.
Have the employees themselves review
the drafts for additional suggestions.
Step 2:
Prepare a ¿rst draft. This draft should map
out all necessary steps in the procedure.
Determine if any large steps can be
broken down into smaller steps. Create a
simple Àow chart to serve as a valuable
¿rst draft.
Step 3:
Write the ¿rst page including a short
introduction giving an overview of the
entire job. This way, employees who
normally read and perform one step at a
time must preview the job from start to
¿nish before beginning.
Step 4:
Prepare a header on the ¿rst page. It
must include the company name and
business unit logo, document title, date of
creation and speci¿c document number as
assigned by document control personnel.
Also include an issue number generated by
change control.
Step 5:
Create a table directly under the header
entitled, "Amendment History and
Approvals." Include columns for the issue
date of the SOP, description of changes and
signatures for the SOP originator, department
manager and the Quality Control manager.
The description of changes brieÀy should
summarize any revisions made to the SOP
since its creation. Each revision must be
signed by its initiator.
Step 6:
Begin the second page with the purpose
of the SOP. Include its scope, the
contents of the document, de¿nitions of
terms or abbreviations used in the SOP,
responsibilities of personnel involved
in the procedure and references to
documents the SOP relied upon, such as
trade standards.
Step 7:
Finish the SOP by describing the procedure
in short steps. Use simple language and
avoid describing multiple steps in the same
sentence. Once the task has been detailed,
date the document and have it signed by
the appropriate regulatory personnel.
Email the SOP to the document control
department and the manager responsible
for implementing the procedure.
Keep Up the Good Work
115
Summary: Revisit This Unit
Understanding standard operating procedure (SOP)
•
Element of a typical SOP
- purpose and scope
- de¿nitions
- materials and equipment needed
- safety concerns
- who is responsible
- step-by-step procedure with identi¿cation and emphasis of “critical steps”
- record to be kept
- copies of forms to be used
- references.
Grammar review: Imperatives
• Check the stop tap.
• Open it.
Reflection on Your Learning
After doing all activities, you may answer the following questions to check whether
you have comprehended the learning materials in this unit.
1. What have you learned in this unit?
2. What does SOP stand for?
3. What are the elements of a typical SOP?
If you ¿nd some dif¿culties while answering the questions, you can discuss them
with your friends and consult your teacher.
116
Communication Builder for Intermediate Level (Grade XII)
Unit 7
Sourc
e: Stoc
k
byte
Sincerely Yours
In This Unit
Listening
Responding to the content of business letters read by someone
Speaking
Creating a dialogue about job interviews
Reading
Reading and comprehending the content of an application letter and the reply
Writing
Composing the reply of a business letter
117
Listening
Activity 1
Listen to the information and answer these questions.
1.
2.
3.
4.
5.
Activity 2
What is meant by a business letter?
How is a business letter written?
What is the purpose of business letters?
What will the letter style depend on?
What is the general consensus of letter style?
Listen to the reading of the letter and complete it.
What kind of business letter is it? Discuss it with
your friends.
First National Bank
223 Ames, Casper, WY 82676
August 30, 2007
Kelly Flanders
1795 Hisper Ln. #3
Casper, WY 82676
1
Ms. Flanders,
I am sorry to 2
you that we could not 3
you as bank tellers.
As you may know, we recently through a major 4
However, we have ¿lled all of our 5
positions
6
and do not
any change in staff in the near 7
. We will, however, keep your 8
on
¿le for future reference should an opening arise.
Thank you for your 9
. If you have any
10
, please call me.
Sincerely,
Hiram
Hiram Scott
Vice President Human Resources
118
Communication Builder for Intermediate Level (Grade XII)
Activity 3
Listen to the following parts of business letter. Then
arrange them into a good order of the letter.
1. body of letter /ˈbɒdɪ əv ˈletə(r)/
2. date line /deɪt laɪn/
3. attention line /əˈtenʃn laɪn/
4. salutation /ˈsæljuˈteɪʃn/
5. letter head /ˈletə(r) hed/
6. complimentary /ˈkɒmplɪˈmentri/
7. signature /ˈsɪgnətʃə(r)/
8. inside address /ˈɪnˈsaɪd əˈdres/
9. identi¿cation /əɪˈdentɪfɪˈkeɪʃn/
10. enclosure /ɪnˈkləʊʒə(r)/
Activity 4
Look at and study the letter in Activity 2 once again. Then
identify the following parts of letter. Work In groups.
1.
2.
3.
4.
5.
6.
7.
Activity 5
Letterhead or sender’s address
Date
Inside address
Salutation or greeting
Letter body
Complimentary closing
Signature, printed name, and position of sender
Listen to the short business letter and decide whether
the following statements are true or false. Compare
your answers with your friends’.
1.
2.
3.
4.
5.
The type of the letter is an order letter.
Persada Multicom is a software product company.
Global software company sells computer services.
The item were not requested are latest brochures and
products sample
Persada Multicom wants to distribute software.
Sincerely Yours
119
Speaking
Activity 6
1
Look at the pictures and answer the questions.
2
3
4
Source: Publisher's Documentation
1.
2.
3.
4.
5.
What are people doing in each picture?
What different methods do people usually use to look for
a job?
What other methods could we use to ¿nd a job?
What will you do to look for a job?
What do you feel when you ¿nally get a job?
Pronunciation Practice
Activity 7
Pronounce the words below correctly and find their
meaning by consulting the dictionary.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
120
application /ˌæplɪˈkeɪʃn/
curriculum vitae /kəˌrɪkjələm ˈvi:taɪ/
enclose /ɪnˈkləʊz/
business /ˈbɪznɪs/
vacancy /ˈveɪkənsɪ/
report /rɪˈpɔ:t/
experience /ɪkˈspɪərɪəns/
interview /ˈɪntəvju:/
requirement /rɪˈkwəɪə(r)mənt/
signature /ˈsɪgnatʃə(r)/
Communication Builder for Intermediate Level (Grade XII)
Activity 8
Know Your Stuff
When you are looking for
a new job, you must talk to
as many people as you can
who work in your ¿eldor in
related ¿elds. This is called
net working.
Net working allows you
to learn about new areas
to pursue and to ¿nd out
which companies may need
someone with your skills.
Networking is a fun and easy
way to ¿nd out about new
opportunities. And when
your new job comes along,
you will already know some
of your collegues.
Read the dialog carefully and act it out with your friends’.
Wina : Mel, do you have today's paper?
Meli : Yes, what's up?
Wina : Bring it here. I heard from my uncle that there is a job
vacancy that may be appropriate for us.
Meli : Oh really?
Wina : Come on. Take it.
Meli : Alright. Here you are.
Wina : See. A new supermarket requires some general clerical
assistants.
Meli : No kidding?
Wina : Come one. Look. 16-19 years old. No experience
required. That's us, right?
Meli : Yup. It seems promising. And see the working hours.
Only from Monday to Friday from 09.00-15.00.
Wina : That's cool. Also there's a subsidy for a canteen staff
and a discount staff.
Meli : Let's write the letter.
Taken from TOEIC Test,2007
Activity 9
Read the dialog again. Then answer the question orally.
1.
2.
3.
4.
5.
6.
7.
8.
Activity 10
What does by the paper mean?
Who told Wina about the job vacancy?
Who owns the paper?
What position is offered by the new supermarket?
Is experience required to apply for the post?
How many hours should an assistant work in a day?
How many days a week should an assistant work?
What kind of letter will they most probably write?
Work in groups of four and list two sets of job interview
questions. Then create a role play of a job interview.
Use your interview questions. Then present your role
play to another pair.
1. Questions the interviewer will ask
2. Questions the applicant should ask
Now take turns reading questions and giving answers.
Sincerely Yours
121
Reading
Activity 11
Read the following text and guess what the text is
about. Work in groups.
It is essential to understand that writing for a business
context or audience can be distinctly different than writing in
the humanities, social sciences, or other academic disciplines.
Writing for business. It should be to the point, speci¿c and
accurate.
In most cases, the business letter will be the ¿rst
impression that you make on someone. For this reason it
is important that you are diligent in your task of writing an
effective business document. Even though business writing is
possibly less formal than it once was, your writing must still
adhere to the conventions of standard American English by
using conventional spelling and standard grammatical forms.
Business writing varies from the chatty, conversational
style often found in e-mail messages to a familiar co-worker,
to the more formal, legalistic style found in contracts. In
the majority of memos, e-mail messages, and letters, a
style between these two extremes is appropriate. Always
remember, writing that is too formal can alienate readers,
and an overly obvious attempt to be causal and informal
may strike the reader as insincere or unprofessional. In
business writing, as in all writing, knowing your audience
is critical.
Source: www.bsnss22.edu.com
Activity 12
Read the text in Activity 11 again and find the words/
phrases that are antonymous to the following words.
1.
2.
3.
4.
5.
6.
7.
8.
122
unclear /ʌnˈklɪə(r)/
hesitant /ˈhezɪtant/
wordy /wɜ:dɪ/
lazy /ˈleɪzɪ/
formal /ˈfɔ:ml/
unsuitable /ʌnˈsu:tabl/
honest /ˈɒnɪst/
insigni¿cant /̩ɪnsɪgˈnɪfɪkənt/
Communication Builder for Intermediate Level (Grade XII)
Activity 13
Read the text in Activity 11 again and decide if each
of the following statement is True or False.
1.
2.
3.
4.
5.
6.
Activity 14
Business letter writing is relatively similar
to writing in social sciences disciplines.
In business letters, the message should be
expressed in clarity, with no wasted words.
Business writing is now certainly less formal
that it was in the past.
Conventions of Standard American English
include writing styles.
Messages to a coworker are less formal than
language used in contracts.
Knowing audience in writing business letter
is not important.
Read the following text about application letters
carefully and answer the questions.
An application letter is a cover letter, a sales letter,
and a marketing tool all in one and it should accompany
a professional resume any time a person applies for a job.
Its main objective is to get the applicant in the door for
an interview and must be written well enough to attract
the attention and interest of the person with the power
to recommend or grant one. The scope should include
compelling information that will convince the reader that
the quali¿cations outlined in the resume are strong enough
to make an applicant a candidate. The successful application
letter accomplishes three tasks: It catches the reader's attention
favorably, it convinces the reader that you are a quali¿ed
candidate for the job, and it requests an interview.
Source: www.appli.job.edu
1.
2.
3.
4.
5.
What is application letter?
What is the purpose of application letter?
How should we write a good application letter?
What are the scopes of application letter?
What should we accomplish to write a successful application
letter?
Sincerely Yours
123
Activity 15
Read the text again and identify the main ideas and
supporting ideas.
Activity 16
Read and study the application letter below carefully.
Then complete the statements that follow.
6123 Farrington Road
Apt. B11
Chapel Hill, NC 27514
January 11, 2007
Taylor, Inc.
694 Rockstar Lane
Durham, NC 27708
Dear Human Resources Director,
I just read an article in the News and Observer about
Taylor's new computer center just north of Durham. I would
like to apply for a position as an entry-level programmer at
the center.
I understand that Taylor produces both in-house and
customer documentation. My technical-writing skills,
as described in the enclosed resume, are well suited to
your company. I am a recent graduate of Devry Institute
of Technology in Atlanta with an Associate’s Degree in
Computer Science. In addition to having taken a broad
range of courses, I served as a computer consultant at the
college's computer center where I helped train computer
users on new systems.
I will be happy to meet with you at your convenience
and discuss how my education and experience match your
needs. You can reach me at my home address, at (919) 2331552, or at krock@devry.alumni.edu.
Sincerely,
Raymond
Raymond Krock
124
Communication Builder for Intermediate Level (Grade XII)
1.
2.
3.
4.
5.
6.
7.
8.
Activity 17
The sender found the vacancy in
He would like to work for
.
Taylor produces
.
He graduated from
.
Previously, he worked in
.
He would like to meet the director to talk about
He can be reached at
.
He lives at
.
.
.
Read the advertisement and the letter. Then answer
the questions by choosing a, b, c, or d.
WESTINGHOUSE
JOB OFFERING
MARKETING REPRESENTATIVE
Indonesia’s fastest-growing teenagers’ clothing company
seeks a marketing representative. Position requires travel
approximately one week per month, representing the
company at conferences and media events.
Required quali¿cations
• a degree from a four-year college or university,
preferably in marketing.
• at least one year of experience in sales, preferably
clothing.
• excellent communication skills, including experience
giving presentations.
Mail you resume and cover letter to
Anton R. Poniman
Recruiting Coordinator
WESTINGHOUSE
Jalan Gunung Latimojong 135
Makassar 90145
Sincerely Yours
125
Anton R. Poniman
WESTINGHOUSE
Jalan Gunung Latimojong 135
Makassar 90145
Know Your Stuff
Tips when you're going
to interview
• Don't overdress or
look too informal.
• Always go to the
interview alone.
• Express your interest
in the job and the
company using
information you
gathered to prepare for
the interview.
• Let the interviewer
direct the
conversation.
• Answer questions
in a clear positive
manner. Show how
your experience and
training will make
you productive in the
shortest time with
minimal supervision.
April 28, 2008
Nova Wahyuni
Jalan Sriwijaya No.23
Semarang 50442
Dear Ms. Wahyuni:
Thank you for applying for the position of
marketing representative. We appreciate your interest in
Westinghouse.
Although your resume shows that you have good
preparation for a career in marketing, unfortunately you
don’t meet all our required quali¿cations. You have the
degree we are looking for, but not the experience. Your sales
experience in an electronics store is a good background, but
your time there is just half of what we ask for as a minimum.
In addition, you have no experience in clothing sales.
However your resume also shows some of your strengths.
You have excellent grades and have been active in your
campus’ marketing club. Therefore, we would like to offer you
a position as an intern. This is a three-month, unpaid internship.
Since you just graduate last month, I think this would be a great
opportunity for you career.
Contact me by May 5 if you are interested in accepting
this position. I look forward to hearing from you.
Taken from www.writeexpress/
¿ndajob.com
Sincerely,
Anton
Anton R. Poniman
1.
126
Which of the following is NOT a duty of the advertised
job?
a. Recruiting new staff.
b. Giving presentations.
c. Traveling every month.
d. Attending conferences.
Communication Builder for Intermediate Level (Grade XII)
2.
3.
4.
5.
What ¿eld did Nova get her degree in?
a. Electronics.
c. Communications.
b. Marketing.
d. Clothing design.
When did Nova get her degree?
a. February.
c. April.
b. March.
d. may.
How long did nova work in an electronics store?
a. One wee.
c. One year.
b. Six months.
d. Two years.
What did Anton R. Poniman offer Nova?
a. A job.
c. An internship.
b. An interview.
d. A club membership
Writing
Activity 18
Answer these questions based on you experiences.
1.
2.
3.
4.
Activity 19
Do you think application letter is a kind of business letter?
Have you ever written an application letter?
Do you think business letter is important?
Do you think writing an application letter is dif¿cult?
Study the following information. Then write an
application letter based on the advertisement.
The successful application letter accomplishes three tasks:
It catches the reader's attention favorably, it convinces the
reader that you are a quali¿ed candidate for the job, and it
requests an interview.
When you are writing a letter of application, do the
following:
• Identify the job by title and let the recipient know how
you heard about it.
• Summarize your quali¿cations for the job, speci¿cally
your work experience, activities that show your
leadership skills, and your education.
• Refer the reader to your enclosed resume.
• Ask for an interview, stating where you can be reached
and when you will be available.
Sincerely Yours
127
•
Surf the Net!
Are you still unable
to understand clearly
how to write a job
application? Go to http://
www.askoxford.com/
betterwriting/successfulcv/
application/.
If you are applying for a specific job, include
information pertinent to the position that is not included
in your general resume.
Those who make hiring decisions review many letters
of application. To save them time as well as to call attention
to your strengths as a candidate, you should state your
objective directly at the beginning of the letter:
I am seeking a position as a manager in your Data
Center. In such a management position I can use my
master's degree in information systems and experience
as a programmer/analyst to solve business problems.
If you have been referred to a company by one of its
employees, a career counselor, a professor, or someone else,
mention that before stating your job objective:
During the recent ARRGH convention in Washington,
D.C., one of your sales representatives, Dusty Brown,
informed me of a possible opening for a manager in your
Data Center. My extensive background in programming
and my master's degree in management information
systems make me highly quali¿ed for the position.
In the succeeding paragraphs, expand on the
quali¿cations you mentioned in your opening. Add any
appropriate details, highlighting experience listed on your
resume that is especially pertinent to the job you are seeking.
Close your letter with a request for an interview. Prepare
your letter with utmost care, proofreading it carefully.
PAKUWON GROUP
need outstanding
Sales & Leasing Executives (S & LE)
- 3 years experience in advertising, event organizer, sponsorship, or leasing space
General Requirements:
- Minimum D3 in economy-management, marketing or
relevant from reputable university
- Fluent in English, good appearance and presentable
Please put position code on the left of envelope and all application should be received before April 5th, 2008 to: PO
BOX 4494 JKTM 12700
128
Communication Builder for Intermediate Level (Grade XII)
Activity 20
Study the application letter and then complete the
reply with the words in the box.
Jalan Kertanegara 47
Semarang 50251
Solve It!
A week after the interview,
my sister got a call from the
personnel manager saying that
she ... as a secretary.
a. accepts
b. accepted
c. is accepted
d. was accepted
Taken from Ujian Nasional
2004/2005
January 11, 2007
Human Resources Manager
Cloverleaf, Inc.
Jalan Pandanaran 51
Semarang 50242
Dear Sir/Madam,
I am seeking a position in your engineering department
where I may use my training in computer sciences to solve
engineering problems. Although I do not know if you have
a current opening I would like to be a part of the department
that developed the Internet selection system.
I expect to receive a bachelor of science degree in
engineering from Semarang State University in June, when
I will have completed the computer systems engineering
program since September 2006, I have been participating,
through the university, in the professional training
program at computer systems international in Salatiga.
In the program I was assigned to several staff sections as
an apprentice. Most recently, I have been a programmer
trainee in the engineering department and have gained a
great deal of experience in computer applications. Details
of the academic courses I have taken are contained in the
enclosed resume.
I look forward to hearing from you soon. I can be contacted at
my of¿ce (8442116 ext. 232) or via e-mail (marina.t@aol.com).
Yours sincerely
Marina
Marina Tumewu
Sincerely Yours
129
•
•
•
•
•
another
successful
questions
interviewed
engineer
•
•
•
•
•
position
unable
interviewing
applying
experience
Cloverleaf, Inc.
Jalan Pandanaran 51 Semarang 50242
January 25, 2007
Marina Tumewu
Jalan Kertanegara 47
Semarang 50251
Dear Ms. Tumewu,
I am sorry that we are 1
of computer systems 2
3
.
to offer you the position
for which you recently
person who has the type of
We have selected 4
5
we feel is necessary for the 6
.
7
I enjoyed
you and hope that you are
8
in your employment search in the near
future.
Thank you for 9
have any 10
at Cloverleaf, Inc. If you should
, please call me.
Sincerely,
Agus
Agus Mulyana
Human Resources Manager
130
Communication Builder for Intermediate Level (Grade XII)
Activity 21
Know Your Stuff
There are several business
letter formats, but all of
them can be subdivided
into two basic groups:
the block format and
various intended formats.
Although the block
format is somewhat
more common, (perhaps
because it is easier)
either one is acceptable
all conventional formats
contain the same features.
Taken from www.factosearch.com
Below is an example of business letters. Name the letter
based on its content. Work in group and write a reply.
8 Spright Close
Kelvindale
Glasgow GL2 0DS
Tel: 0141-357 6857
23rd February 2007
Dr. M. Mansion
Department of Civil Engineering
University of East Anglia
Dear Dr. Mansion,
As you may remember, my job here at Longiron & Co
is only temporary. I have just applied for a post as Senior
Engineer with Bingley & Smith in Glasgow and have taken
the liberty of giving your name as a referee.
I hope you will not mind sending a reference to this
company should they contact you. With luck, I should ¿nd a
permanent position in the near future, and I am very grateful
for your help.
With best regards,
Helen
Yours sincerely,
Helen Lee.
Activity 22
Now, write and compose your own business letter. You
may choose any types of business letter you like. You
may consult your writing with your teachers’.
Sincerely Yours
131
Grammar Review
Verbs Followed by -ing Forms
After some verbs we can use an -ing form, but not normally an in¿nitive.
• I hope you will not mind sending a reference to this company should they contact you.
Some common verbs that are normally followed by -ing forms:
•
•
•
•
•
•
•
•
like
dislike
hate
love
enjoy
mind
can’t bear
can’t stand
These verbs and expressions are often followed by -ing:
• I enjoy being alone.
• Why do you dislike living here?
• I don’t like people shouting at me.
• Ani hates Àying.
• Regie doesn’t mind working at night.
After love and can’t bear, you can use -ing or to + in¿nitive:
• I love meeting people.
or
I love to meet people.
• She can’t bear being alone.
or
She can’t bear to be alone.
Activity 23
Answer these questions using the verbs given.
Examples:
Why do you never Ày? (hate) I hate Àying.
Why does Regie go to the cinema so often? (like) He likes
going to the cinema.
1.
2.
3.
4.
5.
132
Why do you always wear a hat? (like) I
.
Why does Ani watch television so often? (enjoy) She
.
Why do you never go to the cinema? (not/like)
.
Why does Jaka take so many photographs? (like)
.
Why don’t you work in the evenings? (hate)
.
Communication Builder for Intermediate Level (Grade XII)
Know How to
Writing Formal Letters
With the addres, include the name
of the company, and the person in
the company to whom you want
your letter to be given.
Write your address, but not your name, in the top
right-hand corner.
If you are giving your
telephone number
leave a line space
between it and your
address.
The Manager
Sunset Superstore
Jalan Sultan Agung 12
Semarang
50242
Dear Sir
Jalan Singasari 40
Semarang
40254
(0294)8446112
29 May 2008
Write the date like this, about
2 lines below your address and
telephone number.
‘Dear’ is used to open all letters. Write ‘Dear Sir’ if you are
writing to a person whose name you do not know, and ‘Dear
Sirs’ if you are addressing your letter to a company.
SUMMER VACANCIES
The heading lets the reader
know right away what the
letter is about.
I should be very grateful if you could let me know if any vacancies for temporary
work arise over the next six or eight weeks.
You will see from the enclosed CV that I am a student of English and have recent
experience of work as a shop assistant where I was responsible for handling cash.
I am ¿t, quick to learn new skills, and would be available for either day or night
duites.
As a regular customer of Sunset I know that a high standard of personal hygiene and a
smart appearance are of great importance. If you require a reference as to my honesty
and reliability, this may be obtained from my landlady, Mrs. Sukesi Sudarmo, at the
address given above, or from the manager of the company named in my CV.
I look forward to hearing from you.
Yours faithfully
This is a useful expression. It can be used
when you are asking for something in a formal
letter. The words ‘look forward to’ are always
followed by a verb ending in -ing.
If you are addressing the person by name (eg’Dear
Mrs Bennet’), use ‘Yours sincerely’ instead.
Rosi Paulina
enc
Print your name below the
signature, especially if your
signature is dif¿cult to read.
You write enc below your name to show you are
sending another document with the letter.
Sincerely Yours
133
Summary: Revisit This Unit
Writing business letters
•
Parts of letters
- Letterhead or sender's address
- Date
- Inside address
- Letter body
- Complimentary closing
- Signature, printed name, and position of sender
Grammar review : Verbs followed by -ing forms
•
I enjoy being alone.
•
Why do you dislike living here?
Reflection on Your Learning
After doing all activities, you may answer the following questions to check whether
you have comprehended the learning materials in this unit.
1. What have you learned in this unit?
2. Can you mention some forms of business letters?
3. Have you been able to write a business letter?
If you ¿nd some dif¿culties while answering the questions, you can discuss them
with your friends and consult your teacher.
134
Communication Builder for Intermediate Level (Grade XII)
Review 2
For each of questions 1-4 there is a picture and four statements about it on the tape. They are
spoken two times, and are NOT WRITTEN out on your test book, so you must listen carefully.
You must choose one sentence-a, b, c, or d - that best describe the picture.
1
2
Source: main bola martyastiadi.
¿les.wordpress.com
Source: daunpisang.blogsome.com
3
4
Source: www.fotografer.net.
Source: www.alpha-random.com
For questions 5-10, you will hear several questions, followed by three responses. The questions
and responses will be spoken two times. Choose the best response to each question.
135
Listen to the dialog and answer the questions by choosing the appropriate answer based on
each dialog.
Dialogue 1 is for the questions 11-13.
11. What are the man and woman mainly
discussing?
a. A vacation.
b. A budget.
c. A company policy.
d. A conference.
12. How is the woman traveling?
a. By plane.
b. By bus.
c. By taxi.
d. By car.
13. Why aren't the man and woman going
together?
a. The woman needs to arrive earlier.
b. The man has to work overtime.
c. The woman dislikes air travel.
d. The man has to go to the bank ¿rst.
Dialogue 2 is for the questions 14-16.
14. What does the man have to do today?
a. Visit his lawyer.
b. Get a massage.
c. Go to the doctor.
d. Make an appointment.
15. What can be inferred from the conversation?
a. The woman is the man's receptionist.
b. The lawyer works in the same
building.
c. The woman has no deadlines today.
d. The man and woman have a meeting
this afternoon.
136
16. What does the woman offer to do for the
man?
a. Answer his phone.
b. Call his lawyer.
c. Pick up the newspaper.
d. Take notes at the meeting.
For questions 17-20, listen to the monolog.
Then answer the questions based on the
monolog you hear.
17. Who is speaking do you think?
a. Pilot.
b. Tour guide.
c. Ships captain.
d. Sailor.
18. What should the passengers do before
exiting the ship?
a. Welcome the visitors.
b. Check the time.
c. Collect their personal items.
d. Take a picture.
19. What does the speaker imply?
a. The water was rough.
b. The weather was poor yesterday.
c. The tour went faster than usual.
d. There is only one way to exit.
20. What will happen in ¿ve minutes?
a. The ship will arrive at the dock.
b. The passengers will go shopping.
c. The passengers will take photos of the
ship.
d. The market will open.
Communication Builder for Intermediate Level (Grade XII)
Read the following dialogs. Then answer the questions.
Dialog 1 is for questions 21-23.
Assistant :
Can I help you, Sir?
Rendy
:
Yes, certainly. I'm looking for
leather shoes.
Assistant :
Oh, you can see over there, Sir.
Let me give you some.
Rendy
25. What kind of expressions does Andi say to
respond to Deni's bad news?
a. Surprise.
c. Happy.
b. Sympathy.
d. Showing attention.
Dialog 3 is for the questions 26-28.
Customer
:
Excuse me. Could you show
me how this vacuum cleaner
works?
Shopkeeper :
It's very easy. First, you make
sure the power is turned off.
Then, this clip is pressed
down. The back is lifted off,
and then the dust bag is taken
out like this.
Customer
Oh that is easy. OK ¿ne. I
think I'll take this one. Can it
be delivered.
.
:
21. The best response for assistant expressions
is
.
a. That's great. Well done.
b. Yes I would like you to give me
some.
c. I want a beautiful shoes.
d. Yes, please. Thank you very much.
22. What kind of expressions does the assistant
say in the dialog?
a. Introducing.
b. Complementing .
c. Offering.
d. Thanking.
23. What does the assistant offer to Rendy?
a. Shoes.
c. Clothes.
b. Leather.
d. Help.
Dialogue 2 is for the questions 24 and 25.
Deni
:
Hi, Andi. Did you hear that Rudi
fell off her motorcycles?
Andi
:
Oh really? That's terrible. Where
is he now? Is he in the hospital?
Deni
:
Yes, he is in the Sumber Waras
Hospital.
Andi
:
.
24. What is the best response for Deni's expressions?
a. Well. I’m really sorry to hear this.
b. Oh that's too bad. Was he hurt?
c. Oh really? Wonderful.
d. Wow, what a surprise!
:
Shopkeeper :
Sure. We can deliver it right
away to your home.
Customer
Fine.
:
26. What does the customer ask to the shopkeeper?
a. How to operate machine.
b. How to operate washing machine.
c. How to operate washing vacuum.
d. How to operate vacuum cleaner.
27. How many steps of instructions does the
customer explain?
a. Two.
b. Three.
c. Four.
d. Five.
28. The following are the instructions of using
.
vacuum cleaner, EXCEPT
a. It's very easy
b. Make sure the power turned off
c. Pressed down the clip
d. Then the dust bag is taken out like
this
Review 2
137
Questions 29-32 are based on Text 1.
Text 1
Sid’s Stationary
2 Smythe St, Toronto, Canada M1B 5T6
Tel: (416) 295-1725
December 1st, 2007
Kerry Michaels
1 Stevens Rd.
Scarborough, Ontario, Canada M1E 4H7
Dear Ms. Michaels:
Holiday Sale Seasons Greeting
As a
customer, we wanted you to be among the ¿rst to know about our upcoming holiday
29
sale. All craft paper, specialty printer paper, and decorative envelopes will be 30
by 50%
for the month of December.
As per tradition at Sid’s Stationary, we will be having a draw. This year the grand prize is a 2-night
stay for two at the Meridian Inn 31
Toronto Island. The winner will receive a free double
occupancy stay in the penthouse suite as well as a free dinner on the moonlit patio. Money from
ticket sales will be 32
to The Family Foundation, a local organization that provides food and
clothing to those who need it most this month.
We look forward to seeing you this season.
Yours truly,
Manager
29. a.
b.
c.
d.
30. a.
b.
c.
d.
138
value
valued
valid
validated
reduce
reduces
reduced
reducing
31. a.
b.
c.
d.
32. a.
b.
c.
d.
through
on
over
at
purchased
donated
funded
collected
Communication Builder for Intermediate Level (Grade XII)
Questions 33-36 are based on this Text 2.
Text 2
DISCOUNT SHOE EMPORIUM
MEMORANDUM
TO: Sales Staff
FROM: Management B.K.
DATE: OCTOBER 9th, 20-SUBJECT: FLYER MISPRINT
Please be aware that there was a misprint in an advertisement for our store in this week's local free press.
The ad states that on Saturday all men's formal footwear is on for 55% percent off rather 33_______
15% off.
If customers come in and ask about this sale, please 34_______ and explain the printing error. Offer
them an additional 5% off coupon to thank them for coming into 35_______ store. The coupon can be
given out even if the customer decides not to purchase any shoes.
Please call a manager to the sales Àoor 36_______ you encounter any customers who have the ad with
them and demand to receive the 55% discount. These cases will be handled on an individual basis.
Thank you.
B.K.
33. a.
b.
c.
d.
34. a.
b.
c.
d.
that
than
then
they're
apologize
compromise
categorize
analyze
35. a.
b.
c.
d.
36. a.
b.
c.
d.
your
our
her
my
because
whether
if
before
Review 2
139
Questions 37-38 are based on Text 3.
Text 3
Memorandum
To: Supervisors
From: Judy Linquiest, Human Resource Manager
Sub: Probation periods
As of January 1st all new employees will be subject to a 3 month probationary period. Medical,
holiday, and Àextime bene¿ts will not apply to new staff members until the full 3 months have
expired. After the three months have been completed, please contact your employees and inform
them that their probationary period has ended. The HR department will contact you by e-mail 2
days in advance to remind you of the date. Thank you for your cooperation.
37. What is the main purpose of this memo?
a. To inform all employees of a new
expiration date.
b. To put staff members on probation.
c. To introduce the HR department.
d. To inform supervisors of a change in
policy.
38. When does the change come into effect?
a. Today.
b. In 2 days.
c. In 3 months.
d. On January 1st.
Questions 39-41 are based on Text 4.
Text 4
FREE
SUNGLASSES
AND CASE
Purchase a 12 month subscription to Vacation the Nation today and receive a free pair of
Sunnies Sunglasses with your very own soft leather case.
* To get your free Sunnies follow these 3 easy steps.
1.
Purchase a copy of Vacation the Nation, New York's #1 travel magazine.
2.
Fill out the application card (found in the center of the magazine).
3.
Mail the card and $21.95 US to the address provided.
* This is a limited time offer only. Application and funds must be received no later than Dec 1st
2007. Canadian residents should add $3 US for shipping. Offer not available for residents outside
of North America.
140
Communication Builder for Intermediate Level (Grade XII)
39. What is this advertisement for?
a. A summer trip.
b. A travel company.
c. A special deal.
d. A free magazine.
40. How much do the sunglasses cost?
a. They are free with a subscription.
b. They cost $1.
c.
d.
They cost $3 Canadian.
They cost $21.95 US.
41. Who cannot bene¿t from this special deal?
a. Canadians.
b. UK residents.
c. North Americans.
d. US residents.
Questions 42-45 are based on Texts 5 and 6.
Text 5
To: "The Shoe People" <inquiries@shoepeople.com>
Cc:
From: "John Trimbald" <jtconstruction@img.com>
Subject: Customer Complaint
To Whom It May Concern,
I have trusted the Shoe People to protect the feet of my employees for over ten years now. I recently
purchased a few pairs of boots from your company for my crew. Though my men were initially satis¿ed
with the boots, the soles began to fall apart on them after just twelve weeks. This was extremely
surprising considering they came with a six year warranty. The boots are unsafe to wear because my
men are pouring hot concrete. Please respond as soon as possible with instructions on how I can return
the boots and receive a refund.
Thank you,
John Trimbald
John Trimbald, Foreman, JT Construction
Text 6
The Shoe People
22 Circular Rd.
Castlerock, Northern Ireland
BT51 6TP
John Trimbald
JT Construction
22 Mark Lane Rd.
London, England
EC3R 4BT
January 3rd, 2007
Review 2
141
Dear Mr. Trimbald,
Thank you for your e-mail concerning the poor quality of our rubber soled black workboots. A
representative will be by your of¿ce next week to pick up the damaged boots. We apologize for
any inconvenience this has caused you and your crew. Along with ¿ve new pairs of workboots for
your crew (we included one extra pair), we have enclosed a free year's supply of sole protector
spray. In our retail stores, this spray is always recommended to buyers who work on heated Àoors.
This should have been brought to your attention at the time of your initial order (received by
telephone on October 12, 2006). Please excuse our oversight. To date we have had no complaints
about these workboots from customers who have used the protector spray. However, should you
use the spray and ¿nd that you are still unsatis¿ed with the boots, please return the boots and spray
for a full refund. Thank you for supporting The Shoe People. Have a Happy New Year.
Sincerely,
Stan Mason
Stan Mason, President
42. Which company was unsatis¿ed?
a. Stan Mason’s company.
b. The Shoe People.
c. JT Construction.
d. The sole company.
44. What is the spray used for?
a. To protect the boots from water.
b. To protect the soles from heat.
c. To protect the Àoors from soles.
d. To protect the boots from rubber.
43. How many people are on John Trimbald's
crew?
a. Four.
b. Five.
c. Six.
d. Twelve.
45. What should John Trimbald do if he remains
unsatis¿ed?
a. Return just the spray.
b. Call the President.
c. Mail another letter.
d. Request a refund.
142
Communication Builder for Intermediate Level (Grade XII)
Bibliography
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143
Websites
http://www.orangemood.¿les.wordpress.com
http://www.hot-screensaver.com
http://www.ufcw.org
http://www.englezaonline.ro
http://photos.igougo.com
http://www.hyatt.com
http://www.surenglish.com
http://www.colteng.com
http://www.micrositedetik.com/kokita
http://www.balionline.com/indonesianrecipe.htm
http://www.images.jupiterimages.com
http://www.jobsearchtech.about.com
http://www.aipotu.com
http://www.piperreport.com
http://www.prospects.ac.uk
http://www.delhi.edu
http://www.lematin.ch
http://www.lancastercourtyard.com
http://www.mvbs.com
http://www.rspsnt.com
http://www.nt.sail.com
http://www.thetreeladycompany.com
http://www.sedonabintan.com
http://www.allaboutqtags.typepad.com
http://www.users.norden.com
http://www.grandvistahotel.com
http://www.masternewmedia.org
http://www.speech4reprint.edu
Magazines & Newspaper
The Jakarta Post, May 19, 2007
Readers Digest Indonesia, March 2007
Readers Digest Indonesia, June 2007
Others
Stockbyte
Manual Book of Umax Scanner
144
Communication Builder for Intermediate Level (Grade XII)
Photo Credits
Unit 1
Page 1
Page 2
Page 5
Page 9
Page 14
orange mood.¿les.wordpress.com
www.hot-screensaver.com
Publisher's Documentation
www.ufcw.org
photos.igougo.com
Publisher's Documentation
www.colteng.com
CD image
RDI, May 2007
RDI, March 2007
Tempo, January 28, 2007
Tempo, March 26, 2007
Tempo, January 8, 2007
Tempo, April 9, 2007
Unit 2
Page 19
Page 20
Page 22
Page 25
Page 31
Page 36
Stockbyte
respati-hotel.com
www.mvbs.com
www.rspsnt.com
Stockbyte
www.peaktravel.com
Unit 3
Page 39
Page 42
Page 45
Page 46
Page 48
SWA, February 8, 2005
www.masternewmedia.org
www.images.google.co.id
www.kamase.org
www.images.google.co.id
Unit 4
Page 59
Page 60
Page 62
Page 63
Page 64
Page 66
Page 67
Page 68
www. prospektus.its.ac.id
UMAX Astra 2000U/P Owner's Guide
www.parish-supply.com
www.naturespiritproduct.com
www.pricescan.com
iMac Users Guide
iMac Users Guide
iMac Users Guide
145
Page 71
Page 72
Page 72
www.dvorsons.com
www.nuworld.co.za
Samsung MP3 Player Quick Start Guide
Unit 5
Page 83
Page 87
ohmyapt. apartmentratings. com
Pilar, December 4,2001
Unit 6
Page 101
Page 104
Page 105
Tempo, December 12, 2004
Publisher's Documentation
CD Image
Unit 7
Page 117
Page 120
Stockbyte
Publisher's Documentation
Review 2
Page 143
146
daunpisang. blogsome. com
mainbolamartyastadi. ¿les. wordpress. com
www. fotografer. net
www. alpharandom. com
Communication Builder for Intermediate Level (Grade XII)
Glossary
adjust /əˈdʒʌst/ (v)
advertisement /ədˈvɜ:tɪsmənt/ (n)
applicable /əˈplɪkəbl/ (adj)
assemble /əˈsembl/ (v)
attention /əˈtenʃn/ (n)
audience/ˈɔ:diəns/ (n)
brie¿ng/bri:fɪŋ/ (n)
billing /bɪlɪŋ/ (n)
blue collar/blu: ˈkɒlə(r)/ (adj)
career/kəˈrɪə(r)/ (n)
certi¿cation /ˌsɜ:tɪfɪˈkeɪʃn/ (n)
clerical/ˈklerɪkl/ (adj)
clerk /kla:k/ (n)
client/ˈklaɪənt/ (n)
company/ˈkʌmpəni/ (v)
complaint /kəmˈpleɪnt/ (n)
complementary/ˌkɒmplɪˈmentri/ (adj)
con¿rm/kənˈfɜ:m/ (v)
to become or to make somebody or something
suited to new conditions; to adapt oneself or
something
a public notice offering or asking for goods,
services, etc
relevant, appropriate or suitable
to come together or bring people or things
together as a group; to ¿t together parts of
something
the action of turning one's mind to something or
somebody or noticing something or somebody
a group of people who have gathered together
to hear or watch somebody or something
a meeting for giving instructions or information
to people
a written statement of money opened for goods
or services supplied
or of relating to people doing practical work or
work requiring physical strength
a job or profession, especially one with
opportunities for progress or promotion
the action of certifying or state of information to
people
of or done by a clerk or clerks
a person employed in an of¿ce, a shop, etc to
keep records, accounts, etc
a person who uses the services of a professional
person or organization ; a customer
a group of people working together for
business or commercial purposes ; a business
organization
a reason for not being satis¿ed
combining well to form a balanced or attractive
group or whole
to provide evidence or state that a report, an
opinion, etc is true or correct ; to establish the
truth of something
147
connect/kəˈnekt/ (v)
department/dɪˈpa:tmənt/ (n)
departure/dɪˈpa:tʃə(r)/ (n)
deposit/dɪˈpɒzɪt/ (n)
director/dəˈrektə(r)/ (n)
discard /dɪsˈka:d/ (v)
elaborate/ɪˈlæbərət/ (adj)
elect/ɪˈlekt/ (v)
emphasis /ˈemfəsɪs/ (n)
established /ɪˈstæblɪʃd/ (v)
executive /ɪgˈzekʃətɪv/ (n)
Àush /flʌʃ/ (v)
furnish/ˈfɜ:nɪʃ/ (v)
guarantee/ˌgærənti:/ (n)
housekeeper /ˈhaʊski:pə(r)/ (n)
inquiry/ɪnˈkwaɪəri/ (n)
labor /ˈleɪbə/ (n)
maintain/meɪnˈteɪn/ (v)
of¿ce worker /ˈɒfɪsə ˈwɜ:kə(r)/ (n)
of¿cer /ˈɒfɪsə/ (n)
148
to come or bring something together or into contact
; to join
a division of a large organization such as a
government, business, shop, university, etc
leaving or going from a place
the sum that somebody pay's in advance, in
case they damage or lose something they are
renting
a person who directs or controls a group of people
working together or an institution, a college, etc.
to trow something out or away
very detailed and complicated ; carefully
prepared and ¿nished
to choose somebody by voting
the force or stress given to a word or words
when spoken, especially in order to make the
meaning clear or to choose importance
to begin something on a ¿rm or permanent
basis
a person or group working in administration or
management in a business organization, trade
union, etc
to clean especially a toilet or drain by causing
a sudden Àow of water to pass through it
to provide or to supply somebody or something
with something
an item of value offered as security for currying
out the conditions in a guarantee especially as
part of a legal agreement
a person, especially a women, who is employed
to shop, cook, clean the house, etc
a request for help or information about
somebody or something
work, especially hard physical work; workers
especially these who work with their hands, as
a class or a political force
to keep something in good condition or
working order by checking or repairing it
regularly
a person who works, especially one who does
a particular type of work in the of¿ce
a person with a position of authority or trust,
example in the government or a society
Communication Builder for Intermediate Level (Grade XII)
operate/ˈɒpərreɪt/ (v)
opportunity /ˌɒpəˈtju:nəti/ (n)
overtime /ˈəʊvətaɪm/ (n)
permit/ˈpɜ:mɪt/ (v)
press /pres/ (v)
press release/pres rɪˈli:s/ (n)
present /prɪˈzent/ (v)
presentation /ˌpreznˈteɪʃn/ (n)
professional /prəˈfeʃənl/ (n)
propose /prəˈpəʊz/ (v)
protect /prəˈtekt/ (v)
plug in /plʌg ɪn/ (v)
quali¿ed /ˈkwɒlɪfied/ (adj)
quali¿cation /ˌkwɒlɪfɪˈkeɪʃn/ (n)
record /rɪˈkɔ:d/ (v)
recommendation/ˌrekəmenˈdeɪʃn/ (n)
recruitment /rɪˈkru:tmənt/ (n)
receptionist /rɪˈsepʃənist/ (n)
rehearsal /rɪˈhɜ:sl/ (n)
reserve /rɪˈzɜ:v/ (v)
to work ; to function
a favorable time, occasion, or set of circumstances
for doing something
time worked in addition to one's normal working
hours
to give permission for something ; to a low
something
to push something or to be pushed closely and
¿rmly against something
an of¿cial announcement or account of
something given to the press, example by a
government department, political party or
business ¿rm
to offer or express something in speech or
writing
the way in which something is presented
a person quali¿ed or employed in one of of the
professions
to offer or put forward something for
consideration ; to suggest something
to keep somebody or something safe from
harm, injury, etc
to connect something to the electricity supply
having completed the necessary training or
passed an examination in order to enter a
particular profession
a quality or skill that makes somebody suitable
for a particular job or activity
to perform music so that it can be preserved on
tape and reproduced later
a statement letter, etc that recommends
somebody or something, especially a person
for a job
to ¿nd new people to join a company, an
organization etc
a person employed to make appointments and
receive clients or visitors in a hotel, of¿ce
building, etc
a practice, performance of something example
a play or piece of music
to order a seat, table, etc for use by a
particular person at a future time
Glossary
149
reservation/ˌrezəˈveɪʃn/ (n)
residence /ˈrezɪdəns/ (n)
salutation /ˌsæljuˈteɪʃn/ (n)
scrub/skrʌb/ (v)
secretarial /ˌsekrəteəriəl/ (adj)
self employed /ˌself ɪmˈplɔɪd/ (adj)
shift /ʃɪft/ (n)
speech /spi:tʃ/ (n)
stall /stɔ:l/ (n)
splatter /ˈsplætə(r)/ (v)
submit /səbˈmɪt/ (v)
supervisor/ˈsu:pəvəɪzer/ (n)
surface /ˈsɜ:fɪs/ (n)
survey /səˈveɪ/ (n)
technician /tekˈnɪʃn/ (n)
ticket /ˈtɪkɪt/ (n)
toiletries /ˈtɔɪlətriz/ (n)
travel agent /ˈtrævl ˈeɪdɜənt/ (n)
unplug/ˌʌnˈplʌg/ (v)
vendor/ˈvendə(r)/ (n)
150
a reserved seat, room, etc
a house especially a large or impressive one
greeting or respect. the word used in a letter to
address the person being written to, example
Dear Sir
to clean something thoroughly by rubbing it
hard, especially with a brush and soap and
water
of or for secretaries or their work
working independently for customers or clients
and not for an employer
a period of time worked by a group of workers
who start work as another group ¿nishes
a formal talk given to an audience
a table or small shop with an open front from
which things are sold in a market in a railway
station, etc
to speak or say something in a quick confused
way, example from excitement or anger; to
make a series of spitting sounds
to give something to somebody/something so
that it may be formally considered or so that a
decision about it may be made
a person who supervises somebody or something.
the out side part of something
a general view, examination or description
a person who is skilled in maintaining a
particular type of equipment or machinery
a written or printed piece of card or paper
that gives the holder a certain right example
to travel by plane, bus, etc. or to seat in a
cinema
products used in washing, cleaning, one's teeth,
etc. for example soap, shampoo, toothpaste,
etc
a person or ¿rm whose job is making arrangements
for people wishing to travel example obtaining
tickets or reserving hotel rooms
to take the plug of a piece of electrical equipment
out of the socket
a person who sells food or other small items
from a stall in the open air
Communication Builder for Intermediate Level (Grade XII)
Index
Index of Subjects
A
advertisement 30, 86, 87, 88, 125, 127, 139,
R
report 5, 39, 40, 42, 43, 44, 46, 47, 48, 49, 50,
141, 147, 156
52, 53, 54, 55, 56, 57, 58, 76, 77, 81, 85, 90, 120,
147, 156, 163, 164
although 34, 166
application 140, 167, 168
B
brochure 28, 159
business Letter 85
reservation 19, 20, 21, 22, 23, 24, 25, 29, 30,
31, 33, 34, 38, 29, 77, 78, 80, 150, 155, 156, 162,
163
S
standard operating procedure 35, 38
C
causative have 69
E
even though 122
I
in spite of 99, 100, 166
instruction 8, 61, 62, 107, 110, 114
J
job description 1, 11
M
manual 73, 144
P
preference 12, 15, 18, 68, 80
presentation 39, 43, 45, 46, 47, 48, 49, 50, 52,
55, 149, 164
procedure 61, 64, 65, 70, 72, 101, 103, 108,
109, 113, 115, 116,
151
Index of Authors
I
Ibrahim, Farida J
107-108
R
Rakhmat, Jalaluddin
48
T
TiyagaRajah, Beatrice
107-108
152
Communication Builder for Intermediate Level (Grade XII)
Listening Script
Unit 1
Life at Work
Activities 2 and 3
You will work in a challenging and professional
atmosphere. Among the tasks an economist may
perform are: planning and conducting surveys to collect economic data through the use of such technologies as the Internet, client-server computer systems,
and wide-area networking; collecting, reviewing,
and analyzing economic data utilizing specialized
methods and techniques; preparing technical reports,
press releases and articles on economic phenomena;
brie¿ng the media, industry, labor and governments
on economic data.
Activity 4
1. job
2. occupation
3. worker
4. of¿cer
5. industry
6.
7.
8.
9.
10.
company
business
employment
management
assistant
Activity 5
Rendy is studying computer science at a community
college. He also works as a waiter in a restaurant.
He is talking about his job to his friend.
Anton : Where are you going, Rendy?
Rendy : I'm going to work. I’m a waiter at a
restaurant in town.
Anton : Do you like your job?
Rendy : Yes, but it's tough work actually.
Anton : I can imagine that.
Rendy : I'm on my feet for eight hours.
Anton : Oh, really? And how's the pay?
Rendy : I get good pay, and the guests often leave
a tip.
Anton : The customer must like you.
Rendy : They do. I'm always friendly and polite.
Anton : Yeah. I think you are a nice guy. Good
luck for your job.
Rendy : Thank you very much. I try to do my best.
Activity 6
1. Job: Mathematical Statisticians
You will work in the areas of survey design and
estimation. The work will include sample frame
development, sample selection, non-response
adjustment, estimation and measuring, both
sampling and non-sampling error.
2. Job: Investigators
You will conduct civil and criminal investigations of private pension, health care, and other
employee bene¿t plans to ensure compliance
with the ¿duciary responsibility standards of
the Employee Retirement Income Security
Act of 1974 (ERISA), and the requirements
of the Health Insurance Portability and Accountability Act of 1996 (HIPPA), the Consolidated Omnibus Reconciliation Act (COBRA),
and other laws and regulations.
3. Job: Accountants/Auditors
You will use the latest in accounting and auditing techniques to review ¿nancial information
contained in annual reports ¿led by pension,
health and other employee bene¿t plans for
compliance with ERISA. In addition, you will
conduct speci¿c audits of thrift investment
system funds under the Federal Employees'
Retirement System Act (FERSA). You will
also provide advice to plan administrators and
the employee bene¿ts ¿eld as a whole.
4. Job: Computer Programmers
You will write programs using event-driven
object orientated languages and tools.
Activity 7
a. Wage and Hour Compliance Specialists: You
will conduct investigations and gather data
about wages, hours, and other employment
conditions or practices in order to determine
compliance with the various Federal employee protection laws administered and enforced by the Wage and Hour Division. Where
153
b.
c.
violations are found, you may also recommend
changes in employment practices to bring an
employer into compliance. Duties also include
providing outreach and education to assist
employers to comply with labor standards.
Engineers (Mining, Chemical, Electrical): You
will conduct studies, surveys, and evaluations
regarding the safety of mines and related facilities and equipment from a mining engineering
point of view.
Safety and Occupational Health Specialists:
You will conduct inspections and perform other
related duties to enforce Federal safety and health
standards, utilizing a practical knowledge of
engineering and scienti¿c principles.
Activity 8
1. You will design, install, and operate the department's accounting systems: prepare and analyze
¿nancial statements, records, and reports; and
examine accounts to attest that the ¿nancial
statement fairly present the companies ¿nancial
position.
2. You will work in any or all phases of the budget review and approval process, including
analyzing existing or proposed legislation for
¿scal implications. You may also study work
programs to suggest changes for more effective
and economical operation.
3. You will analyze problems or processes, design,
and implement computerized systems.
4. You will procure the materials required to accomplish the departments’ programs or negotiate and administer contractors in connection
with grants or services. You will also review
contract activities to assure compliance.
5. You will recruit, place, counsel, or train
employees; classify and evaluate positions; and
formulate and implement personnel policies
which enable the department to carry out its
mission most effectively.
6. You will have to deal with electrical equipment.
You have to provide electrical power and repair
the supply of electrical power.
154
Unit 2
Dealing with Clients
Activity 2
Hotel Clerk : Hello. Sunnyside Inn. May I help
you?
Man
: Yes, I'd like to reserve a room for
two on the 21st of March.
Hotel Clerk : Okay. Let me check our books here
for a moment. The 21st of May,
right?
Man
: No. March, not May.
Hotel Clerk : Oh, sorry. Let me see here. Hmmm.
Man
: Are you all booked that night?
Hotel Clerk : Well, we do have one suite available,
complete with a kitchenette and
sauna bath. And the view of the city
is great, too.
Man
: How much is that?
Hotel Clerk : It's only 200 dollars, plus a 10% room
tax.
Man
: Oh, that's a little too expensive for
me. Do you have a cheaper room
available either on the 20th or the
22nd?
Hotel Clerk : Well, would you like a smoking or
non-smoking room?
Man
: Non-smoking, please.
Hotel Clerk : Okay, we do have a few rooms
available on the 20th; we're full
on the 22nd, unless you want a
smoking room.
Man
: Well, how much is the non-smoking
room on the 20th?
Hotel Clerk : $80 dollars, plus the 10% room
tax.
Man
: Okay, that'll be ¿ne.
Hotel Clerk : All right. Could I have your name,
please?
Man
: Yes. Bob Maexner.
Hotel Clerk : How do you spell your last name,
Mr. Maexner?
Man
: M-A-E-X-N-E-R.
Hotel Clerk : Okay, Mr. Maexner, we look
forward to seeing you on March
20th.
Man
: Okay. Goodbye.
Communication Builder for Intermediate Level (Grade XII)
Activity 3
1.
I would like to reserve two tickets to Singapore, please.
2. Can I book a suite room for this evening?
3. Could I reserve a table for dinner tomorrow
night?
4. I’d like to book a room with double beds for
next week end.
5. Could I make a reservation of two business
class tickets for Tuesday morning, please?
Activity 4
Receptionist : P r i m a I n d a h H o t e l , g o o d
morning.
Toni Suripto : I'm Toni from Bandung. I would
like to book double room for this
weekend.
Receptionist : Fine. Wait a moment please. I will
check it for you. OK, Sir. You
are con¿rmed. You had reserved
double rooms for next weekend.
How long you will stay, Sir?
Toni Suripto : We will stay for two nights.
Receptionist : All right, Sir. May I have your full
name and address?
Mr. Toni
: Sure. The name is Toni Suripto. The
address is on Sudirman street no. 58
Bandung West Java.
Receptionist : Could you give me your telephone
number?
Toni Suripto : It's 801321529779.
Receptionist : OK, Sir. Thank you very much for
your cooperation. We're looking
forward to seeing you soon. Good
bye.
Toni Suripto : You're welcome. Bye.
Activity 5
Reservation clerk : Elang Persada Airlines, good
morning. May I help you?
Arya Pamungkas : Yes, do you have any Àights
to Pontianak next Tuesday
afternoon?
Reservation clerk : One moment, please…. Yes, there's
a Àight at 4:45 p.m. and one at
6:00 p.m.
Arya Pamungkas : That's ¿ne. Could you tell me
how much a return Àight costs?
I'll be staying three weeks.
Reservation clerk : Economy, business class, or
¿rst class ticket?
Arya Pamungkas : Economy, please.
Reservation clerk : That would be Rp500,000.
Arya Pamungkas : O K . C o u l d I m a k e a
reservation?
Reservation clerk : Certainly. Which Àight would
you like?
Arya Pamungkas : The 4:45 p.m., please.
Reservation clerk : Could I have your name,
please?
Arya Pamungkas : My name isArya Pamungkas,
that’s A-R-Y-A P-A-M-UN-G-K-A-S.
Reservation clerk : Yo u r p h o n e n u m b e r,
please?
Arya Pamungkas : 0813333222601.
Reservation clerk : And your address, please?
Arya Pamungkas : Jl. A. Yani 17 Surabaya.
Reservation clerk : How would you like to pay,
Mr Pamungkas?
Arya Pamungkas : Can I pay at the check-in desk
when I pick up my ticket?
Reservation clerk : Yes, but you will have to
confirm this reservation
at least two hours before
departure time.
Arya Pamungkas : I see.
Reservation clerk : Now you have been booked,
Ms. Jones. The Àight leaves at
4:45 p.m., and your arrival in
Sydney will be at 9:25 a.m.,
local time. The Àight number
is NWA 476.
Arya Pamungkas : Thank you.
Activity 6
1. Could I have a ticket for tomorrow evening?
2. I'd like to a reserve two tables for next weekend. Can I make a reservation, please?
3. I would like to book a suite room for next
holiday.
4. I have to go to China next week. Can I
book a business class ticket, please?
5. Could you come on Sunday at 1.00 p.m.
for the reservation?
Listening Script
155
Activity 7
Receptionist : Good afternoon, Marcopolo
Hotel. May I help you?
Mrs. Siregar : Yes. I'd like to book a room,
please.
Receptionist : Certainly. When would it be,
Madam?
Mrs. Siregar : May the 11th.
Receptionist : How long will you be staying?
Mrs. Siregar : Three nights.
Receptionist : What kind of room would you
like, madam?
Mrs. Siregar : Er… double with bath. I'd appreciate it if you could give me
a room with a view over the valley.
Receptionist : Certainly, Madam. I'll just check.
Yes, we have a room, the 5th floor
with a really splendid view.
Mrs. Siregar : Fine. How much is the charge per
night?
Receptionist : Would you like breakfast?
Mrs. Siregar : No, thanks.
Receptionist : It's Rp984,500 per night excluding tax.
Mrs. Siregar : That's fine.
Receptionist : Under what name would you like
the reservation, please?
Mrs. Siregar : Mr. and Mrs. Siregar, that's S-IR-E-G-A-R.
Receptionist : Okay, let me make sure I got that:
Mr. and Mrs. Siregar. Double
with bath for May the 11th, 12th,
and 13th. Is that correct?
Mrs. Siregar : Yes, it is. Thank you.
Receptionist : Thank you for choosing Marcopolo Hotel and have a nice day.
Goodbye.
Mrs. Siregar : Goodbye.
156
Unit 3
How's the Progress?
Activity 2
1.
"Good morning, Ladies and Gentlemen…."
2. "Good morning, everybody. Today I’d like
to talk about …."
3. "On this occasion, I'd like to present my
report."
4. "Next, I'd like to tell you something
about...."
5. "Thank you very much for your kind
attention, Ladies and Gentlemen."
6. "My beloved teacher, friends, and
audiences. Thank you very much for this
opportunity."
Activity 4
"I'll start by describing the current position
in Europe. Then I'll move on to some of the
achievements we've made in Asia. After that
I'll consider the opportunities we see for further
expansion in Africa. Lastly, I'll quickly recap before
concluding with some recommendations."
Activity 5
Board of Directors Meeting
(Managing Director's Speech)
Mr. Chairman and Gentlemen.
We have assembled here today on a very
important schedule of agenda. There are
two main points which we have to decide
conclusively. The ¿rst is the amalgamation of
our company with our competitor company, and
the second is the choice of management.
There are indicators, that our main rival
company is willing to amalgamate with us.
If this happens, then we would be controlling
about 70 percent of the market and our separate
advertisement costs as well as our competitive
sales commissions would go down. We would
be saving costs by that way.
Secondly, though amalgamation will be a
pro¿table proposition for both our companies,
the question of management is the main issue.
We can decide by votes in Directors' meeting
as to who or rather which company of¿cial will
Communication Builder for Intermediate Level (Grade XII)
be recommended for the top executive post in the
merged company.
Alternatively, we can make it a rule that
each company will have the top administrator by
turn, one after the other, year by year. This would
appear to be a good arrangement, the only Àaw
being that the change of the top executive so often
might not be a better plan for the continuity of
the company policies, and the management of its
affairs.
Nonetheless, we must decide these issues
¿nally today, because day after tomorrow, I would
be having lunch with the managing director of the
other company. The Financial managers of both
our companies would also be present.
Therefore, gentlemen tell me now what
interactions I should have with my counterpart,
so that after we have talked things over as the
preliminary round, we may hold a joint meeting
of the boards of directors of the two companies.
That is all Gentlemen, we would meet again after
lunch when I could have your uniform opinion on
the issues.
Thank you, Gentlemen.
Unit 4
Activity 2
How to Operate This Machine?
1. Unpacking the Scanner
Package includes:
(1) Scanner with USB cable
(2) Power adapter (12V)
(3) Installation CD-ROM
2. Installing the Software
(1) Insert CD into your drive
(2) The software program automatically detects
the language version of your Windows O/S and
begins to install the same language version.
3. Installing
(3) Once the Setup program runs, follow the
instructions.
(4) The last screen prompts you to restart Windows.
4. Connecting the Scanner
Plug the power adapter into the power receptor
located at the back the scanner.
5. Connecting
(1) Plug the USB cable (Àat end) into your
PC’s USB port
(2) Plug the power adapter into an electrical
outlet
6. Connecting
Check connections after completion. Once
completed, you are ready to scan.
Activity 3
1. 1 Plug the scanner's power adapter into an
electrical outlet.
2. Insert the other end of this cable into the
power adapter receptacle on the rear panel
of the scanner. The power indicator on the
front panel of the scanner should now be
illuminated.
3. Plug your computer's power cable into an
electrical outlet.
4. Turn your computer on.
Activity 4
1. stage in progress
2. a correct method of doing something
3. using hands
4. a spoken or written command of what must
be done
5. a book that contains information and
instructions about how to do something
6. to explain workings of something
7. order of things
8. means of doing something
9. a publication or a section of a magazine or
newspaper that information on a subject
10. to put something in place
Activity 5
•
Turn off the light.
•
Plug in the cable.
•
Push the button.
•
Cut the paper into pieces.
•
Stir the soup and add some salt and pepper.
•
Roll the mixture with your hands.
•
Chop the onions and fry them.
•
Wear your seat belts.
Listening Script
157
Review 1
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
What is your job now?
How long does you work?
Could I meet Mr. Jack's secretary?
Are you work in this restaurant?
Good Afternoon. Bintang Hotel. Could I help
you?
Garuda airlines. May I help you?
Could I see Mrs. Rudi this afternoon?
Could you come at 3 p.m. today for the arrangement with Mr. Rudi?
How long will you stay?
Could I meet Mr. yusa right now?
Unit 6
Keep Up the Good Work
Unit 5
Activity 2
Dear Sir ...
Activity 2
•
Letter head
•
Address
•
Closure
•
•
•
Body of letter
Salutation
Signature
Activity 3
1. letter head
2. date line
3. inside address
4. attention line
5. salutation
6.
7.
8.
9.
10.
body of letter
complementary
signature
identi¿cation
enclosure
Activity 4
KJZ, Inc.
45 Western Hills, CA 55445
July 26, 2007
Dear Miss Rihanna,
Your letter just arrived, and after reading it
several times to be absolutely sure of its content,
I can say how pleased I am with your decision to
purchase your plywood products from us.
Ours is truly a business whose future
depends upon the satisfaction of our
customers. Welcome to that family. You can
rest assured that we will strive to provide you
with the fastest most ef¿cient service, along
with the highest quality products available.
Should you have any problems, or any
ideas on ways that we can improve our
service, please feel free to call upon me.
Again, welcome aboard.
Sincerely yours,
Paris Hilton
Vice President
158
Activity 6
1. The address of Clinton B. Johnson is 551N.
Whedbee Street Fort Collins, Co 80521.
2. The addressee of the letter is Clinton B.
Johnson.
3. Architectural Wonders, LLC has offered a
position to Clinton B. Jones.
4. At the end of June Mr. Johnson will go to
work from Fort Collins.
5. Mr. Johnson are not very happy to be the
employee of the Architectural Wonders.
1.
2.
3.
4.
5.
Switch of the power.
Turn the bulb anti-clockwise.
Take it out of the socket.
Look at it.
Test it.
Activity 3
Ita
: What are wallplugs for?
Nova
: They are for ¿xing screws to brick walls
or concrete walls.
Ita
: Why do we have to use them?
Nova
: Because they give the screw a good
grip.
Ita
: How do you put the plug into the wall
Nova
: First, mark the position of the object you
want to hang on the wall. You can use a
pencil or nail. Then make a hole for the
wallplug.
Ita
: What do I use to make a hole?
Nova
: You can use a hammer and nail or an
electric drill to make the hole.
Ita
: What do I do after that?
Nova
: Withdraw the nail or drill and clear away
the loose dust. Next, push the wallplug
into the hole.
Ita
: Must it go in completely?
Nova
: Yes. tap it gently with a hammer. It
will go right in. You must not have it
protruding from the surface of the wall.
Ita
: What do I do next?
Nova
: Insert the screw into the wallplug.
Ita
: I use a screwdriver, don't I?
Nova
: Yes, you do. Fixing wallplugs is easy,
isn't it?
Ita
: Yes!
Communication Builder for Intermediate Level (Grade XII)
Activity 4
Instructional Equipment/Electronics
Purchase orders to replace instructional equipment
must be submitted with the original C-50 attached to
furnish justi¿cation. Justi¿cation must be supported
by a recommendation from maintenance to C-50
the equipment. Apple computers, Epson printers,
laminators, and typewriter repairs should be
submitted using a Work Request. Other equipment
repairs such as IBM and Gateway computers, laser
printers, image writers, etc. should be directed
to Rehoboth Help Desk. Each piece of brocaded
equipment must be submitted individually with a
Work Request. The barcode must be entered on the
Work Request. The equipment that requires repair
must be clearly marked with an appropriate tag.
Activity 5
Pest Control Procedures
All pest control schedules are pre-scheduled on a
three-week basis with special call-in requests to
the Dispatch Services of¿ce. Noti¿cation of the
scheduled dates is mailed out each semester so that
someone is in the building on the scheduled dates.
Since the treatment for pest control is not done during
the school day, all technicians work from 10:00 am
until 6:30 p.m. It should be noted that our pest control
practices have changed from the traditional spraying
method to IPM (Integrated Pest Management)
techniques. These practices assure eradication of the
source while meeting E.P.A. standards.
Unit 7
Sincerely Yours
Activity 1
A business letter is a letter written in formal
language (English), usually used when writing
from one business organization to another, or
for correspondence between such organizations
and their customers, clients and other external
parties. The overall style of letter will depend on
the relationship between the parties concerned;[1]
however, there is a general consensus on style,[2]
for example, Business letters usually follow a
left-blocked format, other points of general style
are outlined below.
Activity 2
First National Bank
223 Ames, Casper, WY 82676
August 30, 2007
Kelly Flanders
1795 Hisper Ln. #3
Casper, WY 82676
1
Dear Ms. Flanders, I am sorry to 2inform you
that we could not 3hire you as bank tellers.
As you may know, we recently trough a major
4
expansion. However, we have ¿lled all of
our 5tellers positions and do not 6require any
change in staff in the near 7time. We will,
however, keep your 8application on ¿le for
future reference should an opening arise.
Thank you for your 9participation. If you
have any 10objection, please call me.
Sincerely,
Scott
Hiram Scott
Vice President Human Resources
Activity 3
1. letter head
6. body of letter
2. date line
7. attention line
3. inside address
8. complimentary
4. Salutation
9. signature
5. identi¿cation
10. enclosure
Activity 5
Persada Multicom
225 Setia Budhi Street Bandung
West Java Indonesia
June 19, 2008
Peter Hamilton
Global Software Company
179 Main Road Singapore
Dear Sir
We are interested in becoming distributors for
your software products in Indonesia, especially
in West Java region, would you please send
us your latest catalogs, descriptive brochure,
and terms?
We are a hardware company that would
like to add software to our sales offerings.
We look forward to hearing from you soon.
Sincerely,
Arya
Arya Budhi
Chairman
Listening Script
159
Review 2
1. Look at the picture number one.
a. A woman is buying a basket.
b. Some apples are put in the basket.
c. A man is weaving a rattan basket.
d. The baskets are displayed on a shelf.
2. Look at the picture number two.
a. The ball is under the tree.
b. The football players are celebrating
their victory.
c. The kids are excitedly playing football.
d. The kids are cutting the grass.
3. Look at the picture number three.
a. The cars are being serviced.
b. The students are waiting at the bus stop.
c. Some people are injured in the car accident.
d. People are crossing the road.
4. Look at the picture number four.
a. A dancer is welcoming the guests.
b. The girls are performing a traditional
dance.
c. The girls are dancing up and down with
excitement.
d. The children are dancing the waltz.
5. When will the train arrive?
a. Sherlyl will depart at six.
b. At 5.30 according to the schedule.
c. I am leaving for Surabaya tomorrow.
6. What time does this stationer open?
a. Yes, this store sells stationary.
b. As far as I know, it opens at 9 a.m.
c. You use it for writing.
7. I think English is interesting, isn't it?
a. Yes, I always attend interesting lesson.
b. No, my teacher doesn't speak English at all.
c. Yes, I really like it.
8. What size do you wear in shoes?
a. It's thirty-nine.
b. Yes, I need a pair of shoes.
c. I don't have them.
9. How about your trip to medan?
a. It's okay. But I prefer to have tea.
b. Great! I'll be back again someday.
c. It sounds good. I pick you up at 5.
10. It will be a long weekend next week. What's
your plan?
160
a.
b.
c.
We are going to go to Banyuwangi.
We had a berbeque.
He is having a meeting.
Dialog 1 (Questions 11-13)
Mr. Egy: Do you want to share a taxi to the
airport? We can save on expenses that
way, and as you know the company is
trying to cut costs.
Saskia : Actually I'm not Àying. I'm going to
the conference by bus. I have to leave
tomorrow because it's going to take two
days to get there.
Mr. Egy: That's right. I forgot that you are afraid
of Àying. Are you taking a vacation day
tomorrow?
Saskia : Well, I worked some overtime last
week, so I just banked it instead of
wasting a holiday day.
Dialog 2 (Questions 14-16)
Raymond : I have a doctor's appointment this
afternoon. Are you going to be in the
of¿ce, or do you have a meeting?
Yolanda : I'll be here. And, don't worry. I don't
have much on for today, so I'll handle
all of your calls.
Raymond : Thanks. I'm expecting a call from my
lawyer. He's supposed to be sending
me some changes to the contracts.
Woman : I'll make sure to take a detailed
message if he calls. Is there anything
you want to tell him?
Raymond : Well, you could remind him that I'm going to need to come downtown and sign
a few papers in front of him. I'll have to
set something up for next week.
Monolog (Questions 17-20)
Good morning, Ladies and Gentleman. This is your
tour guide speaking. I hope you have enjoyed the cruise
of the inner harbour today. We certainly had a nice day
for it, especially compared to yesterday. The ship will
be docking in approximately ¿ve minutes. Once we are
docked, please collect all of your belongings and exit
the ship. As a reminder, our group will be exiting to the
right. Follow the north ramp all the way to the far end
of the platform. Before heading to the farmer's market
we will gather under the ferry terminal Welcome Sign
for a group photo.
Communication Builder for Intermediate Level (Grade XII)
Answer Key
Unit 1
2.
Investigators
• conducting civil and
criminal investigations
of private person, health
care, and other employee
bene¿t plans.
• coordinating and
providing support in civil
litigation and criminal
prosecutions.
3.
Accountants/
Auditors
• reviewing ¿nancial
information contained in
annual reports ¿led by
pension, health and other
employee bene¿t plans.
• conducting speci¿c
audits of thrift
investment system funds.
• providing advice to plan
administrators and the
employee bene¿ts ¿eld
as a whole.
4.
Computer
writing programs using
Programmers event-driven object orientated languages and tools.
Life at Work
Activity 2
1. challenging
2. professional
3. economist
4. surveys
5. client-server
5.
7.
8.
9.
networking
specialized methods
press releases
labor
Activity 3
1. Various answers.
2. Using technologies such as the Internet,
client-server computer system, and wide
area networking.
3. To collect economic data.
4. Internet, client-server computer system,
and wide area networking.
5. Collecting, reviewing and analyzing
economic data.
Activity 5
1. Rendy is a waiter.
2. No, it isn't.
3. He works for eight hours.
4. He gets good pay.
5. Tips.
6. Because they always friendly and polite.
7. Because they must stand on their feet eight
hours.
Activity 6
No.
Jobs
Description
1.
Mathematical
statisticians
• work in the areas of
survey design and
estimation.
• the work will include
sample frame
development, sample
selection, nonresponse,
adjustment, estimation
and measuring.
Activity 7
1. Wage and Hour Compliance Specialists
2. Engineers (Mining, Chemical, Electrical)
3. Safety and Occupational Health Specialists
Activity 8
1. (a) accountants
2. (b) budget analysis
3. (c) computer programmers/system analysis
4. (b) contract/procurement specialists
5. (d) personnel management specialists
6. (a) electricians
Activity 11
1. people who work in an of¿ce.
2. relating to people doing practical work or
work requiring physical strength.
3. done by a clerk or clerks.
161
4. relating to the management of an organization
and to putting plans, decisions, etc. into effect.
5. the action of certifying or state of being
certi¿ed
6. a period of time worked by a group of
workers who start work as another group
¿nishes
7. time worked in addition to one's normal
working hours
8. of or for secretaries or their work
9. working independently for customers or
clients and not for an employer
10. working in a job where you cannot use all
your skills or where there is not enough
work for you to do
11. having completed the necessary training
or pass on examination in order to enter a
particular profession.
12. working in an of¿ce rather than eg.
operating machines in a factory
Activity 22
1. petroleum
2. engineers
3. reservoir
4. petrology
Activity 12
1. He was an auto mechanic.
2. He works in the special order department at
the auto assembly plant.
3. No, he doesn't.
4. He works at night.
5. Yes, she does.
6. She is a hospital aide
7. Yes, she does. Because she enjoy to contact with
patients.
8. Various answers.
9. Various answers.
10. Various answers.
Activity 2
1. travel agent; can I help you
2. make a reservations; possible
3. a moment; check it
4. like to reserve; ticket
5. would like; single room
6. reserve a two table
7. a reservation; Singapore next week
Activity 16
1. Picture one: a man holding a water hose
Picture two: a man holding a little child
2. Picture one: a fire brigade officer/a fire
¿ghter
Picture two: a doctor
3. A doctor does.
4. Lawyer, dentist, teacher etc.
5. Fire brigade of¿cer/ ¿re ¿ghter because when
they putting off ¿re It sometimes risk their life.
Activity 17
1. a
2.
b
3.
a
Activity 20
1. T 3.
2. T 4.
F
T
5.
6.
T
F
162
7.
8.
5.
6.
7.
8.
Activity 25
1. d
3. e
2. j
4. b
geology
economy
drill
scientists
5. h
6. g
7. i
8. c
9. f
10. a
Activity 29
1. I'd rather go swimming.
2. I'd rather read a book.
3. I'd rather eat at home than at a restaurant.
4. I'd rather be waiting for a minute.
5. I'd rather cook dinner now than later.
Know How to
1. d 2. d
3.
b
Unit 2
Dealing with Clients
Activity 4
1. It is about hotel reservation.
2. Prima Indah Hotel.
3. A room.
4. I would like to book double room for his
weekend.
5. She will check it for him.
6. For two nights.
7. His full name and address.
8. Various answer.
Activity 6
1. a
2. b
Activity 8
1. T 3.
2. F 4.
F
F
Communication Builder for Intermediate Level (Grade XII)
3. b
4. b
T
F
5.
6.
5. b
F
T
7.
8.
F
T
Activity 10
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Handling reservation
Making reservation
Handling reservation
Making reservation
Handling reservation
Making reservation
Handling reservation
Making reservation
Handling reservation
Handling reservation
Activity 13
1. He wants to con¿rm his Àight.
2. His Àight number is 374.
3. He is going to Seoul.
4. The Àight will be arriving at 4 o'clock p.m.
5. One hour before departure time.
Activity 17
1. a report or description of somebody or
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
something in a newspaper article, Broadcast
program, etc.
to supply or provide somebody/something
with something.
begin on a ¿rm or permanent basis.
to choose somebody by voting.
a written statement of money owed for goods
or services supplied.
an of¿cial document that gives somebody the
right to do something, especially to go somewhere.
relevant, appropriate or suitable.
to give something to somebody/something so
that it may be formally considered or so that a
decision about it may be made.
a sum of money paid into a bank.
a promise, usually in writing, that something
will be done or that something is of a speci¿ed quality
con¿rming that something is true, correct or
de¿nite.
Activity 19
1. How to make an online hotel reservation.
2. Various answer
3. I should establish a user pro¿le.
4. Telephone number, billing address, and
credit card type, number and expiration
date.
5. The hotel will ask to provide the Travel
Agent I.D.
6. It will be automatically sent to SPIRIT and
to the hotel I'd be staying at.
7. Yes, it is.
Activity 20
1. luxurious
2. fashionable
3. outstanding
4. sunning
5. intrepid
6. colorful
Activity 22
1. landscaped
2. outstanding
3. fun loving
4. modern
5. private
6.
7.
8.
9.
10.
scenic
water-based
portable
relaxing
complimentary.
Know How to
a. I would like to reserve some rooms ay your
hotel.
b. We are arriving in Alicante on 28 July.
c. We hope to stay for ten nights, leaving on 7
August.
d. My husband and I would like a double room,
preferably with a balcony.
e. Our two teenage daughters require a twin
room.
f. We understand that all your bedrooms are en
suite.
g. Could you con¿rm this?
h. Is it possible to have rooms with a sea
view.
i. Please let me know if you have rooms available for these dates.
j. I would also be grateful if you could tell me
the price of each room?
k. I look forward to hearing from you.
Answer Key
163
Unit 3
the meaning dear or to show importance
10. clumsy
How's the Progress?
Activity 4
Topics
No
Opportunities for futher expansion in Africa
3
Some of the achievements made in Asia
2
Some recommendations
4
Description of the current position in Europe
1
Activity 13
1. Various answers.
2. •
blueprint:a photographic print of building plans, with white lines on a blue
background
•
masterpiece:a task done with great skill,
especially an artist's greater's work.
3. credibility: the quality of being generally
accepted and trusted
Activity 15
1. practice presenting it at least once
2. learn to fill the room with my voice as
described in lecture
3. concentrating on the sound of my voice
4. write the presentation and memorize it
5. so that it has normal pauses, emphasis and
intonation.
6. to make my body sit for the presentation
day
7. to be able to deliver the night explanation
for the audience
Activity 16
1. understanding the power of understanding
2. overbearly (adv) very great, very strong
3. facts, information, etc. to be used in writing
a book, as evidence, etc.
4. lesson a talk giving information about
a subject to an audience or a class, often as
a part of teaching program
5. focus to direct one's attention, effort, etc
intensely on something, not thinking about
other less important things
6. fearful not con¿dent; afraid
7. a practice performance of something
8. remembrance to learn something well
enough to remember it exactly
9. the force or stress given to a word or words
when spoken, especially in order to make
164
Activity 18
1. T
3. F
2. T
4. T
5. T
6. F
7. F
8. T
Activity 20
1. Rendi said that he would submit his report
immediately.
2. Shanti said that she didn't like working under
pressure.
3. My boss said that our company had successfully achieved its target.
4. The manager said that the presentation was
really good.
5. Ivan said that he thought he should look for a
better job.
6. The secretary said that I had to make an
appointment to meet the director.
7. Tuti said that she had no draft on her desk.
8. Leo said that he had taken a full time job.
9. Edi said that he would make a call tomorrow.
10. Tita said that she had seen a presentation
yesterday.
Activity 21
1. Jaka asked, "Will you be at the meeting?"
2. Intan said, "Are you going to quit your
job?"
3. My boss asked me, "Why aren't you working
at your desk?"
4. The secretary said, "You may use the
telephone."
5. My friend said, "You should take a long
vacation."
6. The operator said, "You don't have enough
credit to make a call."
7. Ivan asked, "Do you really love your job."
8. Adi asked, "Are you sick?"
9. Ari told Ira, "Wait for me after lunch."
10. Rini asked, "Denny, what time is it?"
Activity 23
1. d 3.
2. g 4.
e
b
5.
6.
f
a
7.
c
Activity 24
1. Title
7. Findings/Analysis
2. Content page
8. Conclusions
3. Acknowledgement 9. Recommendations
Communication Builder for Intermediate Level (Grade XII)
4. Executive summary 10. Glossary
5. Introduction
11. Appendix
6. Methodology
Activity 25
1. Speech
2. Form and structure
3. Audience
4. Stories
5. Slides
6.
7.
8.
9.
Point of focus
Core message
Question
Concise
Unit 4
How Do You Operate This Machine?
Activity 2
1. c
3. a
2. d
4. e
5. f
6. b
Activity 3
1. Plug
2. cable
3. panel
4. illuminated
5. outlet
Activity 4
1. a
3. a
2. a
4. b
5. a
6. a
7. a
8. a
9. a
10. a
Activity 9
1. to work, to function
2. to turn off electricity or an appliance with a
switch
3. to connect something to the electricity supply
with a plug
4. to cause something to continue
5. to write down or put into a computer or on
to ¿lm facts or events so that they can be
remembered or or referred to in the future.
6. to keep somebody/something safe from harm,
injury, etc.
7. to choose something carefully.
8. to become or to make something suited to new
conditions.
9. to begin operating once again
10. to take the plug of a piece of electrical
equipment out of the socket.
Activity 19
1. It's about how to set up an iMac.
2. A Mighty Mouse, an Apple Remote, and an
AC Power Card.
3. Six Steps.
4. On the back of the iMac.
5. We have to use AirPort Extreme technology
or choose help > Mac Help, and them choose
Library > Airport Help.
6. Press the power ( ) button.
7. It helps us enter our Internet and email information and set up a user account on our
iMac.
8. It can help us automatically transfer ¿les,
applications, and other information from our
previous Mac to our new iMac.
9. For making our desktop look the way we
want.
10. Apple ( ) > System preferences from the
member.
Activity 20
1. "No, she had it cut."
2. "No, they had it painted."
3. "No, he had it repaired."
4. "No, he had it out."
5. "No, she had it installed."
6. "No, I had it taken."
7. "No, she had it washed."
8. "No, he had it done."
9. "No, she had it posted."
10. "No, I had it ironed."
Activity 21
1. have it cut
2. does he have his motor serviced
3. had his portrait painted
4. an interior decorator designed
5. these books arranged
Activity 23
1. the printed information that tells you how to
use a piece of equipment etc
2. the correct or normal way of doing something.
3. to use and control a machine or equipment
4. one of the types of food you use to make a
particular
5. to push something ¿rmly against a surface
6. to start doing something instead of another person,
or being used instead of another thing
7. to put all the parts of something together
8. to join one or more things together
9. to take out the wire, pipe. etc that connects a
machine or piece of equipment to something
10. to put something inside or into something else
Answer Key
165
Activity 24
1. open
2. place
3. place
4. place
5. unplug
6.
7.
8.
9.
10.
open
plug
¿ll
¿ll
place
11.
12.
13.
14.
15.
open
refer to
press
start
close
Activity 25
1. Well, ¿rst you have to plug in the cord.
2. After that you connected the microphone to
the tape.
3. Then you put in the tape on it.
4. And than tested the voice level recorder.
5. Finally pressed down the record and play
button microphone.
6. Then you can begin to record it.
Review 1
1. d
2. b
3. d
4. c
5. b
6. d
7. b
8. c
9. a
10. a
11. c
12. d
13. d
14. d
15. b
16. b
17. b
18. b
19. c
20. b
21. c
22. c
23. c
24. c
25. d
26. c
27. d
28. c
29. d
30. c
31. c
32. b
33. c
34. a
35. c
36. a
37. a
38. c
39. c
40. a
41. d
42. b
43. b
44. d
45. c
46. a
47. d
48. a
49. d
50. a
51. b
52. a
53. b
54. d
55. c
Unit 5
Dear Sir ...
Activity 3
2. date line
4. attention line
6. body of letter
8. signature
10. enclosure
Activity 4
1. Paris Hilton.
2. Rihanna.
3. Paris Hilton tell Rihanna that she has received
Rihanna's letter.
Activity 6
1. T 3. T 5. F
2. F 4. F
Activity 10
1. Mr. Jorgie.
2. Bandung.
3. Safety from chemical leaks in the ¿eld of
chemical processing
4. To Iowa city.
5. Details of products and services together
with references from other companies.
166
Activity 15
•
Jim Dandy, Jr.
•
Sales Department of Better widget Makers,
Inc.
•
February 3, 2007
•
Better Widget Makers, Inc. and Dandy
Manufacturing, Inc.
•
Tiny Blue Widget, Deluxe Yellow Widget,
Super Deluxe Red Widget
•
$ 1,913.50
•
10 days from the date of the letter.
Activity 17
1. Surat penerimaan
2. Surat tanda terima
3. Surat penyesuaian
4. Surat lamaran pekerjaan
5. Surat aduan
6. Surat penawaran
7. Surat permintaan
8. Surat penolakan
9. Surat tanggapan terhadap aduan atau klaim
10. Surat penjualan
Activity 19
1. b
2. b
3. c
4.
5.
Activity 24
1. letter head
2. date line
3. inside address
4. salutation
d
d
5. body text
6. complimentary
7. signature
Activity 25
1. am available
6.
2. listed
7.
3. am very interested in 8.
4. gained
9.
5. completed
10.
Activity 28
1. In spite of (or despite)
2. Although
3. although
4. In spite of (or despite)
5. in spite of (or despite)
Communication Builder for Intermediate Level (Grade XII)
assisted in
will receive
is included in
am seeking
becontracted by
Unit 6
Activity 17
Paragraph 1
Paragraph 2
Paragraph 3
Keep Up the Good Work
Activity 1
1. Doing the job
2. Picture1: doing operation
Picture2: ¿xing the car
Picture3: building a construction
3. Picture1: nurse uniform
Picture2: mechanic Uniform
Picture3: constructor Uniform
4. Yes, it does.
5. Yes, they do.
Activity 19
1 a. Is the switch working?
b. Switch on the electricity.
c. Repair it.
2. a. Is there any petrol in the tank?
b. Drive the car away.
c. Fill it.
Activity 21
1. If there is any water in the tank, turn on the tap.
But if there isn't any water in it, you must
¿ll it ¿rst.
2. If the pipes are blocked, unblock them.
But if the pipes aren't blocked, use them.
3. If the wires are insulted, touch them.
But if the wires aren't insulated, insulate
them ¿rst.
Activity 2
2. Turn the bulb anti-clockwise.
3. Take it out of the socket.
4. Look at it.
5. Test it.
Activity 3
1. b
2. f
3. c
4. g
5. h
6.
7.
8.
9.
i
a
d
e
Activity 4
1. T
2. F
Activity 5
Pest control
Noti¿cation
Technicians work
Unit 7
Sincerely Yours
3.
F
4.
T
5. T
: pre-scheduled on a three-week
: mailed out each semester
: 10:00a.m.–6.30p.m.
Activity 14
1. It is about how to mend a fuse.
2. The fuse carriers.
3. To see if the wire is broken.
4. We can see two burnt-out ends of wire.
5. No, we can't.
6. Clockwise.
7. Replace the carrier in the fuse box.
Activity 15
1. fuse
2. switch
3. wire
4. pull out
5. nuts
: Furniture in Portable Classroom
: Special Request
: Chairs of Loan
6.
7.
8.
9.
10.
clockwise
choose
end
turn on
lights
Activity 1
1. A business letter is a letter written in formal
language (English). Usually used when
writing from one business organization to
another.
2. In formal language.
3. To keep the communication between two or
more organization make.
4. The relationship between the parties
concerned.
5. A left-blocked format.
Activity 2
1. Dear
2. inform
3. hire
4. expansion
5. tellers
6.
7.
8.
9.
10.
require
time
application
participation
objection
Activity 3
1. letter head
2. date line
3. inside address
4. salutation
5. identi¿cation
6.
7.
8.
9.
10.
body of letter
attention line
complimentary
signature
enclosure
Answer Key
167
Activity 9
1. Newspaper.
2. Her uncle.
3. Meli .
4. General clerical assistants.
5. No, it isn't.
6. Six hours.
7. Five days work.
8. Application letter.
Activity 11
Business writing
Activity 12
1. succinct
2. distinctly
3. crisp
4. discipline
Activity 13
1. F
3. F
2. T
4. T
Activity 15
Paragraph 1
Main ideas
Supporting ideas
Paragraph 2
Main idea
Supporting ideas
5.
6.
7.
8.
5.
6.
informal
appropriate
insincere
important
F
F
: Sentence 1
: Sentences 3, 4, 5, 6
: Sentence 1
: Sentences 2, 3, 4
Activity 16
1. the News and Observer
2. a position as an entry-level programmer at
the center.
3. both in house and costumer documentation
4. Devry Institute of Technology in Atlanta
5. College's computer center
6. the application
7. his home address, his phone number or his
email address
8. 6123 Farrington Road Apt. 1311 Chapel Hill
NC 27514
168
Activity 17
1. a
2. b
3. b
4. b
5. c
Activity 20
1. unable
2. engineer
3. interviewed
4. another
5. experience
6.
7.
8.
9.
10.
position
interviewing
successful
applying
question
Activity 23
1. I like wearing a hat.? I like to wear a hat.
2. She enjoys watching television.
3. I don't like going to the cinema.
4. He likes taking photographs.
5. I hate working in the evenings.
Review 2
1. d
2. c
3. d
4. b
5. b
6. b
7. c
8. a
9. b
10. a
11. a
12. b
13. a
14. c
15. a
16. a
17. b
18. c
19. b
20. a
Communication Builder for Intermediate Level (Grade XII)
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
d
c
d
b
b
d
b
a
b
c
31.
32.
33.
34.
35.
36.
37.
38.
39.
40.
d
c
b
a
b
c
a
b
a
d
41.
42.
43.
44.
45.
c
c
b
b
d