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 Book Size : 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 : 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

I. Judul

Diterbitkan oleh Pusat Perbukuan Departemen Pendidikan Nasional Tahun 2008 Diperbanyak oleh ...

berkat rahmat dan karunia-Nya. pada tahun 2008. dicetak. 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. dalam hal ini. telah membeli hak cipta buku teks pelajaran ini dari penulis/penerbit untuk disebarluaskan kepada masyarakat melalui situs internet (website) Jaringan Pendidikan Nasional. 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. Namun. digandakan.Kata Sambutan Puji syukur kami panjatkan ke hadirat Allah SWT. Kami menyadari bahwa buku ini masih perlu ditingkatkan mutunya. untuk penggandaan yang bersifat komersial harga penjualannya harus memenuhi ketentuan yang ditetapkan oleh Pemerintah. Jakarta. Oleh karena itu. atau difotokopi oleh masyarakat. 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. Pemerintah. Kepada para siswa kami ucapkan selamat belajar dan manfaatkanlah buku ini sebaik-baiknya. saran dan kritik sangat kami harapkan. semua pihak dapat mendukung kebijakan ini. Buku-buku teks pelajaran yang telah dialihkan hak ciptanya kepada Departemen Pendidikan Nasional ini. Juli 2008 Kepala Pusat Perbukuan iii . Kami berharap. dapat diunduh (down load). Departemen Pendidikan Nasional. dialihmediakan.

Thus national education has to be able to ensure the equality in opportunity to get an education. To achieve the good quality of national education. economics. July 2008 Writers iv . agriculture. exercises and text choices are deliberately customized to be suitable in any vocational contexts. We would like to thank PT Setia Purna Inves. tourism and other vocational contexts. the writers are very grateful to all people who have helped and given their input. The activities. Last but not least. and have you work on activities both individually and in groups. the improvement of education quality. Communication Builder: English for Vocational School for Intermediate Level (Grade XII) meets the objectives. the standard of graduate competence. It aims to assist you in learning processes by providing a number of learning materials and activities that will improve your English proficiency. which are: the standard of content. for facilitating us to publish our work. the standard of educator and educational staff. The quality of the human resources of a nation can be improved by education. the improvement of education relevance. especially the editors and team. Bandung. expose you to authentic materials of language use. it is needed to arrange and implement the eight national standards of education. The process is to bridge the students background knowledge and experiences with the materials to be given. support and encouragement. and the improvement of efficiency of education management. the standard of process. the standard of facilities and infrastructures. 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.Preface Education has a strategic role in the development of a nation. Hopefully. the standard of finance and the standard of educational assessment. the standard of management. this book will help you learn English in a communicative way. such as engineering.

14. 2. Speaking focuses on the competence to express feeling. 7. Reflection on Your Learning is a self check on the progress of the book user after learning one unit. and action through dialogs and monologs. Listening focuses on the competence to understand and respond to various texts in the forms of dialogs and monologs. 6. tips. 12. Know How to is intended to stimulate your ability to develop you life skills and independence 10. 11. 15 16 6 5 7 8 9 10 11 12 13 14 17 18 v . 18. with the number of the page that each one appears on. 8. Grammar Review helps you develop further practice in using suggested language components or structure. Summary: Revisit This Unit is a short account which gives the main points learned in each unit. Surf the Net! informs you the web sites that contain the topic of the unit. Picture and Title of Unit introduce the topic in the unit. Review helps you check the progress after learning some units. 13. Pictures illustrate the materials being learned to support a communicative learning process. 4 2 3 4. Writing emphasizes the ability to express nuances of meaning in the form of written texts. Glossary is a list that contains some key words of the texts in the book. In This Unit provides advance information about the learning materials of the four language skills. 16. Reading emphasizes the ability to understand nuances of meaning and elements of various written texts. 15. Index is an alphabetical list of learning materials and authors in the book. Pronunciation Practice helps you pronounce certain words taken from the texts. 3. 9. Solve It! challenges you to find the answer of a question taken from national exam. ideas.Book Components 1 1. 5. and information about the topic being discussed. Know Your Stuff provides interesting facts. 17.

Contents
Kata Sambutan ________________________________________________________ iii Preface ____________________________________________________________________ iv Book Components __________________________________________________________
v

Unit 1
Life at Work__________________________________________________________
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 ______________________________________________________________

1
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 ___________________________________________ 40 41 42 44 45 48

vi

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

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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

files.w ord press.Unit 1 Sourc e: oran g e mood .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 .

industry. 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. preparing technical reports.com.Listening Activity 1 Look at the pictures and answer the questions. What kinds of workers do you see in the pictures? 3.com Questions: 1.igougo. collecting. 2 Communication Builder for Intermediate Level (Grade XII) . 1 2 3 4 Source: www. Describe the job each person does. reviewing. Pay attention to the job descriptions. and www. 2.ufcw. Publisher's Documentation. 5 computer systems.org. You will work in a 1 and 2 atmosphere. brie ng the media. and wide-area 6 . 8 and articles on economic and phenomena. and analyzing economic data utilizing 7 and techniques. Activity 2 Listen carefully and complete the text below. What do you see in the pictures? Describe them brie y. photos.hot-screensaver. 9 governments on economic data.

5. 2. Pay attention to the pronunciation. job /dʒɒb/ occupation /ˌɒkjUˈpeɪʃn/ worker /ˈwɜ:kə(r)/ of cer /ˈɒfɪsə(r)/ industry /ˈɪndəstrɪ / company /ˈkʌmpəni/ business /ˈbɪznəs/ employment /ɪmˈplɔɪmənt/ management /ˈmænɪdʒmənt/ assistant /əˈsistənt/ Activity 5 Listen to the following dialog and complete the blanks. 9. I'm 3 at a restaurant in town. 1. 4. He is talking about his job to his friend. He also works as a waiter in a restaurant. leave 10 Life at Work 3 . : I'm on 7 for eight hours. Then answer the questions. Rendy is studying computer science at a community college. really? And how's 8 ? : I get 9 pay. : Do you like 4 ? 5 actually. Anton Rendy Anton Rendy Anton Rendy Anton Rendy : Where are you 1 . 3. : Yes. 1. 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? Activity 4 Listen to the words and repeat them. Do it in pairs. Rendy? : I'm going 2 . 4. and the guests often .Activity 3 Listen again and answer these questions. 6. 8. 10. 5. but it's : I can 6 that. 2. 3. 7. : Oh.

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 1 Job Descriptions • 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. • 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.

2

• 3 •

• • 4 •

4

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:

Job:

Job:

Activity 8

Listen to the job descriptions and choose the correct profession based on the descriptions you have heard. Compare your answers with your friends'.
1. 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

Know Your Stuff
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

2.

3.

4.

5.

6.

Life at Work

5

Speaking
Activity 9
Answer these questions orally.
1. 2. 3. 4. 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?

Activity 10

Read and study the dialog. Practice it with your friends'. Pay attention to your intonation and pronunciation.
Desi Andi Desi Andi : 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.

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

Communication Builder for Intermediate Level (Grade XII)

1. 2. want to be a chef? _________________ 4. 5. Write it in a list. 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? Activity 13 Ask your friends about their dream job. 5. want to be an engineer? _________________ 2. 3. 1. 2. 10. 3. other professions? Life at Work 7 . 6. 7. 4. 4. Pay attention to your pronunciation. 7. want to be a mechanic? _________________ 3. 12. 8. How many members of your class: 1. 11. 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)/ Activity 12 Read the dialog once again and answer these questions.Pronunciation Practice Activity 11 Read the following words and find their meanings in your dictionary. 9. 8. 6.

g. and develop forecasts for future activities. consumers. windows and linux) that control computer and attached peripherals. They provide a wide range of specialist advice based on the application of economic theory and knowledge to practical problems. Broadly. This usually involves interpreting the work of an author under the instruction and support of a director. about. Know Your Stuff Computer programmers are called programmers for short. 5. collect and analyze data. Applications programmers write original or modify existing programs to perform speci c computer tasks. They plan. with the aim of achieving good quality at low cost and maintaining high standards of hygiene and customer satisfaction. Activity 15 Present a two-minute speech to your class about your favorite or dream job/occupation. She/he is responsible for establishing and maintaining positive customer relationships. System programmers write original or modify existing programs to control computers at the system level. such as those in the operating systems (e. 2. They carry out research. including suppliers of raw materials. Practice your speech and read it to the class. 8 Communication Builder for Intermediate Level (Grade XII) . monitor economic trends. there are two types of computer programmer careers: 1. Taken from www. She/he is responsible for managing processes involved in a supply chain and liaises with a variety of parties.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. although some work may require her/him to improvise the reactions of a character to a situation. both inside and outside the hospitality industry. She/he may work as a manager in high street branches providing operational support on a day-to-day basis. increasingly. She/he co-ordinates processes to ensure customer satisfaction. organize and manage the food and beverage services of organizations and businesses. 4. 3.com 2. manufacturers. retailers and. She/he communicates a character and situations to an audience through speech.jobsearchtech. body language and movement. planning and delivering effective sales strategies and monitoring the progress of new and existing nancial products.

A hospital. March 2007 1. 2. People are mostly wearing white clothes. In this workplace. An of ce. Compare your answer with your friends'. A bank. you'll find many rooms occupied by ill people who are usually accompanied by their relatives. b. Most people here are warm and hospitable offering service to every guest. 1. May 2007 Source: RDI. 4. Here. 3. b.Reading Activity 16 Study the pictures and answer the following questions. 1 2 Source: RDI . doing sports. What does the text describe? a. and the like. you'll most probably find some facilities for having a rest. 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? Activity 17 Read the following situations/descriptions and choose the correct answer. Doctors and nurses are looking after them. A hotel. Life at Work 9 . What does the text describe? a. eating. attending conferences. 5. 2.

Activity 18

Read these words and match them with their meanings. Pay attention to your pronunciation.
No. 1 2 3 4 5 6 7 8 9 10 Words department /dɪˈpɑ:tmənt/ vendor /ˈvendə(r)/ director /dəˈrektə(r)/ career /kəˈrɪə(r)/ labor /ˈleɪbə(r)/ executive /ɪgˈzəkjətɪv/ technician /tekˈnɪʃn/ professional /prəˈfeʃənl/ recruitment /rɪˈkru:tmənt/ quali cation /ˌkwɒlɪfɪˈkeɪʃn/ Meanings new member occupation division seller quality of skill expert in machinery person in management worker a leader a person quali ed

Activity 19

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

Read the text in Activity 19 once more and decide whether these statements are True, False or even Not Given. Do it in pairs.

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Communication Builder for Intermediate Level (Grade XII)

1. 2. 3. 4. 5. 6.

7.

8.

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.

Activity 21
Solve It!
Adrian : What does a chef do exactly?

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

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

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. Know Your Stuff
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? Industries/large companies automobile industry Jobs machine operator

2.

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 Jobs computer operator

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Communication Builder for Intermediate Level (Grade XII)

Activity 24 List and write as many occupations and related terms as you can. 5. c. Make a class list on the board. • Considering the strength of different materials to see how their will change a structural design. 9. • Overseeing budgetary control. Structural Engineer • Analyzing suitable con gurations of the basic structural components of a building or other structure. f. 2. 6. d. Example: Some retail industries have to refocus their business strategy in response to the rapid growth of modern retail outlets. e. 4. Life at Work 13 . b. Then work in groups to write a complete description of each job. 8. 10. retail increased rapid supply declining injection association massive nance sluggish a. i. Financial Manager • Providing and interpreting nancial information. g. h. Words 1. j. • Monitoring performance and ef ciency. Copy the new words into the vocabulary section of your note book. Activity 27 Study the following clues describing particular jobs. Synonyms/Meanings slow moving provide extremely large selling of goods to the public fast management of (public) money help become lower group make greater in number Activity 25 Activity 26 Work in groups and write sentences using the words in Activity 25. Match the following terms to their synonyms. 7. • Applying expert knowledge of the forces that act on various structures. • Monitoring cash ow. 3.

April 9. January 28. March 26. 2007 Source: Tempo. 2007 Source: Tempo. 2007 14 Communication Builder for Intermediate Level (Grade XII) .Activity 28 Look at and study the following pictures and make your own descriptions about their jobs. January 8. 2007 3 4 Source: Tempo. 1 2 Source: Tempo.

I'd rather be playing football than (be) staying at home right now.would rather + be + ing Notes : Contraction: I would = I'd Negative form: would rather + not (1) (2) I would rather become an engineer than an architect. Shall we watch television? (read a book) 3. 1. . I'd rather study English than (study) Biology. 1.Notice that the simple form of. Shall we leave now? (wait for a minute) 5. 3. 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 .Grammar Review Expressing Preference Would Rather Would rather is used to express personal preference. it does not have to be repeated after than. Present from: .would rather have + past participle Progressive from: . Past from: .if the verb is the same. The dish was okay. Shall we cook the dinner later? (now) Activity 30 Make sentences using I'd rather . 4. Example: Shall we walk? (go by car) I'd rather go by car. Shall we play tennis? (go for swim) 2. (3) (4) Activity 29 Answer these questions using I'd rather and the words in the brackets.. Example: (walk/go by car) I'd rather walk than go by car. than …. but I would rather have eaten my mother's apple pie. a verb follows both would rather and than. This expression is used to show a tendency doing or liking something.. Shall we go to a restaurant? (eat at home) 4. 2.

b. 4. Being environmentally responsible.Know How to Summarizing Interof ce Memorandums 1. 2. Hiring good engineers. It follows consumer trends. By improving manufacturing processes. d. Improving quality. Read the following text and its summary. It lowers costs. b. How does this division try to lower costs? a. 1. (2) lowering the costs by improving manufacturing processes. The research division has four priorities: (1) improving the quality of our products through advancements in manufacturing technology. c. (3) exploring research possibilities to develop new products. c. and (4) doing all of this in an environmentally responsible manner. It increases product quality. By limiting exploiting. 2. By working fewer hours. What is the purpose of technology for the research division? a. Which of the following is NOT a research priority? a. 3. d. c. b. 3. 16 Communication Builder for Intermediate Level (Grade XII) . It is used in research. 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. Developing new products. d. Research Division Priorities What 1. By conserving energy.

to offer their suggestions. 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. and give them opportunities to bring that training up to date. How to Increase Employees's Job Satisfaction 1. Summarize the following memorandum.2. Make sure your employees understand what they have to do. Give them proper and thorough training so they can do it well. 5. 2008 Employees work best if they are happy. As a supervisor. Most of all. Make sure your employees understand what they have to do. Make sure that employees have freedom to exercise their own judgment. 4. 2. Life at Work 17 . and to point out problems. not only during special assignments but when they maintain a high standard of routine work. there are things you can do to increase employees' job satisfaction. 3. make sure that you tell them they are doing a good job.

and reports. and operate the Department's accounting systems: prepare and analyze nancial statements.You will recruit. 1. design.You will design. Suppose you have two hobbies. and formulate and implement personnel policies which enable the Department to carry out its mission most effectively. install. classify and evaluate positions. You like one hobby better than the other.Summary: Revisit This Unit Job description in the work place • Accountant . or train employees. 18 Communication Builder for Intermediate Level (Grade XII) . Can you give a description of the profession? 3. • Computer Programmer/ System Analyst . you can discuss them with your friends and consult your teacher. • The dish was okay. including analyzing existing or proposed legislation for scal implications. and examine accounts to attest that the nancial statement fairly present the activities nancial position. Reflection on Your Learning After doing all activities. • I'd rather be playing football than staying at home right now. but I would rather have eaten my mother's apple pie. records. You may also study work programs to suggest changes for more effective and economical operation. What have you learned in this unit? 2. • Personnel Management Specialist . counsel. • Contract/ Procurement Specialist . and implement computerized systems.You will analyze problems or processes.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. How do you express your preference? If you nd some dif culties while answering the questions. Think about a profession. you may answer the following questions to check whether you have comprehended the learning materials in this unit. Grammar review: Expressing preference (would rather) • I would rather become an engineer than an architect.You will work in any or all phases of the budget review and approval process. • Budget Analyst . place.

Unit 2 Sourc e: oran g e mood .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 .w ord press.files.

Hmmm. Man : Oh.com 1. plus a 10% room 5 . 5. sorry.about. Man : How much is that? Hotel Clerk : It’s only $200 dollars. Let me check our 2 moment. seats. Man : Are you all booked that 3 ? Hotel Clerk : Well. 2. Do you have a 6 room available either on the 20th or the 22nd? 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. 3. 4. we do have one 4 available. that’s a little too expensive for me. May I help you? Man : Yes.Listening Activity 1 Look at the picture and answer the questions. When and where do you find these expressions in the dialog? Hotel Clerk : Hello. Sunnyside Inn. 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. Let me see here. not May.com/ library/listening/bllis_ reservation. I’d like to 1 a room for two on the 21st of March. And the view of the city is great. March. too. Hotel Clerk : Oh. here for a Hotel Clerk : Okay. The 21st of May. complete with a kitchenette and sauna bath. Source: respati-hotel. rooms. right? Man : No. etc)? When and where? Activity 2 Listen and complete the following dialog.htm 20 Communication Builder for Intermediate Level (Grade XII) .

Man : Okay. Hotel Clerk : Okay. please. 3. Could I make a reservation of two business class tickets for Tuesday morning. 2. how much is the non-smoking room on the 20th? Hotel Clerk : $80 dollars. 4. Could I have your name. please? Activity 4 Listen to the dialog and answer these questions based on the dialog you have heard. would you like a smoking or non-smoking room? Man : Non-smoking. 7 you want a smoking room. 2. 5. we look 10 to seeing you on March 20th. Bob Maexner. Hotel Clerk : How do you 9 Maexner? Man : M-A-E-X-N-E-R. we’re full on the 22nd. What is the dialog about? Where does the dialog take place? What does Mr. 1. Usually they do it before they get to the hotel. Hotel Clerk : Okay. Man : Well. 7. Maexner. 8. that’ll be 8 . I would like to reserve two tickets to Singapore. Suripto reserve the room? What does the receptionist ask Mr. Suripto book? What does he say? How does the receptionist respond? How long will Mr. 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. 4. please. Goodbye. Hotel Clerk : All right. your last name. 3. 5. please? Man : Yes. Suripto? Do you think making reservation is important? Why or why not? Dealing with Clients 21 . 6. Activity 3 Listen and repeat the following expressions. Mr. we do have a few rooms available on the 20th. Mr. Man : Okay. 1.Know Your Stuff Most the English and Americans prefer using telephone to make a reservation. Taken from Reader’s Digest Hotel Clerk : Well. plus the 10% room tax.

: That would be Rp500.mvbs. Yani 17 Surabaya. Mr. please. but you will have to con rm this reservation at least two hours before departure time. : Now you have been booked. Yes. : That’s ne.m. The ight number is NWA 476. there's a ight at 6:45 a. A. : Economy. that’s A-R-Y-A P-A-M-U-N-G-K-A-S.. Which ight would you like? : The 6:45 a. please? : Jl. The ight leaves at 6:45 a. please…. do you have any flights to Pontianak next Tuesday afternoon? : One moment. Source: www.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 Communication Builder for Intermediate Level (Grade XII) .m. please. : And your address. and one at 9:00 a. Then identify the expressions of making and taking a reservation. Mr.m. please? : My name is Arya Pamungkas. : Thank you..000. good morning. Reservation clerk Arya Pamungkas Reservation clerk Arya Pamungkas : Elang Persada Airlines. : I see. Pamungkas.. Could you tell me how much a return flight costs? I’ll be staying three weeks. : Could I have your name. Pamungkas? : Can I pay at the check-in desk when I pick up my ticket? : Yes.m. and your arrival in Pontianak will be at 9:25 a. : Your phone number.m. Could I make a reservation? : Certainly. or rst class ticket? : Economy. please? : 0813333222601.Activity 5 Work in groups and listen to another dialog. May I help you? : Yes. business class. local time. : OK. : How would you like to pay.

When would it be. Oh. a. Siregar Receptionist Mrs. I'm really sorry to hear that. 5. Yes. Dealing with Clients 23 . That's all right. Example You will hear Activity 7 Work in groups and listen to another dialog. I’ll just will check.Making a reservation Taking a reservation Activity 6 Listen to the following expressions and choose the best response. a. b. b. I'd like to book a room. a. Madam? : May the 11th. : Certainly. Certainly. Receptionist Mrs. 1. 2. : How long will you be staying? : Three nights. madam? : Er… double with bath. please. b. 3. b. that's ne. Marcopolo Hotel. I'd like to. b. a. a. it is sold out. I’ll just will check. OK. I'm sorry. Siregar : Good afternoon. Siregar Receptionist Mrs. : What kind of room would you like. That's great. that's too bad. May I help you? : Yes. I’ll check it. : Can I reserve two tables for lunch this afternoon? Responses : a. 4. The correct response is (b) Certainly. Certainly. Let me see. b. Siregar Receptionist Mrs. Then identify the expressions of taking and making reservations. Sure. I'd appreciate it if you could give me a room with a view over the valley. Certainly. That's all right.

Is that correct? : Yes. : Goodbye. and 13th. Siregar would like breakfast. Siregar : Certainly. 7. 3. Siregar Receptionist Mrs. Siregar Receptionist Mrs. Siregar Receptionist Mrs. Double with bath for May the 11th. let me make sure I got that: Mr. it is. Siregar books for a room at the Marcopolo Hotel. The booked room is a single with a bath. 6. Madam. 10. : That's ne. and Mrs. Siregar. thanks. Goodbye. we have a room. Mr. I'll just check. : Fine. Siregar. Thank you. Siregar Receptionist Mrs. and Mrs. Mr. : Under what name would you like the reservation. 12th. The con rmation number is 7 digits long. and Mrs. They will be charged more than Rp2. : Thank you for choosing Marcopolo Hotel and have a nice day. Activity 8 Are the following statements true or false based on the dialog in Activity 7? Compare your answers with your freinds’. 5. please? : Mr. the 5th floor with a really splendid view. : It's Rp984. The room that Mrs. that's S-I-R-E-G-A-R. The location of the Marcopolo Hotel is in the center of a big city.Receptionist Mrs. Yes. 24 Communication Builder for Intermediate Level (Grade XII) .953. and Mrs. 8. Siregar Receptionist Mrs. 4. Siregar reserves a single room with bath for three days. They will check out on May 15th.500 per night excluding tax. Mrs. 9. Mrs.500. 2. Siregar will stay there for three nights. 1. How much is the charge per night? : Would you like breakfast? : No. Siregar books is on the fth oor. : Okay.

10. Miss? Your reservation is only valid if you con rm at 9 o'clock tomorrow morning. good morning. 5.rspsnt. I would like to book a single room for next weekend. Then classify them into expressions of making a reservation or taking/handling a reservation. please. 9. 5. 3. Have you booked before. 2. 1. Thank you.Speaking Activity 9 Answer the following questions based on your experiences. 4. Dealing with Clients 25 . How many tickets do you want. Ma'am? Can I book a seat for this afternoon? When will you y. Tiara Hotel. Sir? Could I reserve two tables for dinner tomorrow night? I’m sorry to inform you that all seats have been reserved. please. 3. 4. Source: www. 7. Compare your answers with your friends’. 2. 6. 8. 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? Activity 10 Read and practice the following expressions.com 1. Can I help you? I would like to reserve a ticket to Bali.

8. 5. Pay attention to your pronunciation. Thank you. Park Ji-Sung Reservation clerk : : 26 Communication Builder for Intermediate Level (Grade XII) . please. Pay attention to your pronunciation. 2. I'd like to recon rm my ight. When are you leaving? On May 11th. And your destination? Seoul. please? My name is Park Ji-Sung and my ight number is Elang Airlines 374. Can I help you? Hello. 9. 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. May I have your name and flight number. at local time. Park. Mr. 7.Pronunciation Practice Activity 11 Work in groups and read the following words. You’ll be arriving in Seoul at 4 o'clock p. then find out their meaning. 6. Can I pick up my ticket when I check in? Yes. but please check in at least one hour before departure time. 4. please. Hold the line. 1. 3. … All right. Your seat is con rmed. 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)/ Activity 12 Read the dialog carefully and practice it with your friends.m. 10.

Activity 13 Read the dialog once again and answer these questions. What does Park-Ji Sung call the reservations clerk for? What is his ight number? Where is he going? What time does the ight arrival in Seoul? When does he have to check in? Activity 14 Read and study the following expressions for making and taking reservations. I would like to reserve 2. • All rooms/seats/tickets/tables have been reserved. Dealing with Clients 27 . Sir/Ma’am? Ticket Reservation: • What ticket do you want. Could Can May 3. 1. Making Reservations 1. 2. 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. may I help you? • Lestari Hotel. Sir/Ma’am? • When will you y. 5. Know Your Stuff Reservation is very important to make sure whether your affairs can be taken or not. I’m afraid we cannot make any reservations for you. can I help you? • Good morning. 3. Sir/Miss/Ma'am. I a ticket business class day ight I reserve a table for two for dinner tomorrow? would like am going want to book a single for tomorrow night. Sir/Ma’am? • When will you arrive? Refusing Reservations: • I’m sorry to inform you that all rooms/seats/tickets/tables have been reserved. 4. Taken from Reader’s Digest Taking Reservations Opening Conversations of Receptionist: • Yes. • I’m really sorry.

1. read and study the following words.00 p. Then make a short dialog based on the following situations. Reading Activity 16 Read and study the following situations.m.Activity 15 Work individually and read these situations. You will go to Medan by plane on Sunday. June 10th at 1. You reserve a single ticket for executive class. You want to book a train seat tomorrow morning. 1. What will you do? You will go to Surabaya by train. What would you do? You have a plan to go on vacation to Bandung with your family next weekend. Activity 17 Before you read the text in Activity 18. You want to go there and are interested in making a journey. 2. Then. Then answer the questions. You have not got a ticket. You reserve a double room for three days. You book a hotel for holiday this weekend. Then find their meanings. You read an interesting brochure of a travel agent about a tourist attraction. What should you do? 2. 3. 1 2 3 4 5 6 7 8 Words pro le /ˈprəʊfaɪl/ furnish /ˈfɜ:nɪʃ/ established /ɪˈstæblɪʃd/ billing /bɪlɪŋ/ applicable /əˈplɪkəbl/ submit /səbˈmit/ deposit /dɪˈpɒzɪt/ guarantee /ˌgærənˈtɪ:/ Meanings 28 Communication Builder for Intermediate Level (Grade XII) . You book two tickets for business class. Consult the dictionary if necessary. You are afraid you won't get a hotel to stay. 3. act it out. No.

billing address and credit card type. 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. as applicable.. 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).com Solve It! Waiter : Under what name would you like the reservation? Hasan : Siregar. you may use the information contained in your user pro le to pre-populate any corresponding required or requested information elds. It’s 555-9363. Pay attention to the information. May I have your phone number b. number and expiration date. In order to permit us to serve you better. you will need to furnish your name. Waiter : . whether you qualify for a special rate as a Senior Citizen. Hasan Siregar. Making a Hotel Reservation If you elect to make a room reservation through websites and do not have an established user pro le. Government or member of the American Automobile Association. Can I tell you my phone number c. a. While online. in addition to the dates of your stay. telephone number. you will also be asked to furnish the following additional information. If you are a travel agent making a reservation on behalf of a client. Will you speak about you your phone number Taken from Ujian Nasional 2005/2006 Dealing with Clients 29 . the number of rooms you will require and the number of adults and children in your party. your Group/Corporate Number (if we have assigned an identi cation code to your group. you will be given a reservation con rmation number and if you so request while online. Taken from www. Should you write your phone number d. a con rmation of your reservation by e-mail..Activity 18 Read the following text aloud.hyatt.com or goldpassport. employee of the U.com. your ight arrival details.? Hasan : Yes. you will also be asked to provide your Travel Agent I. If you have an established user pro le on either hyatt. although it is not required in order for you to obtain a reservation: your e-mail address. your Gold Passport Membership Number.S. company or organization).D.

For reservations. 3. Then read the text aloud. Tel: (62) 21-521-6277. a traditional shing village where 6 ceremonies and rituals are part of daily life. 2007. 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. on the fringes of 2 Nusa Dua.R. • luxurious • sunning • fashionable • colorful • outstanding • intrepid Bali Retreat — Try the Novotel Enjoy Bali The Novotel way at the 1 Benoa Ball. Jl H. 6. 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. • • • From now until March 31. Novotel Benoa Bali is sure to serve them best. complete Wing rooms or the property's 12 3 with private 4 garden and Balinese-style. 2. 1. or explore the intrepid Balinese temple next door. For 5 travelers. Choose from 128 Deluxe Pool Wing rooms. Jakarta. Whatever your interests. 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? Activity 20 Complete the following advertisement using the words in the box.sail. Fax: (62) 21-521-6633 Taken from www. 5. open-air bathtub. Graha Aktiva. only 20 minutes from Ngurah Rai International Airport. please contact: American Express Travel Service Of ce.Activity 19 Answer these questions based on the text in Activity 18.nt. when paying with the Card. Bali's kaleidoscope of cultural treasures is close by.com 30 Communication Builder for Intermediate Level (Grade XII) . 48 Deluxe Ocean suites. Rasuna Said. Visit Tanjung Benoa. 4.

Writing Activity 21 Answer these questions based on your experiences. 1.9 lounges and fun pubs are available to satisfy your needs. Activity 22 Complete the following text using the words in the box.com Dealing with Clients 31 . 2. from beach volleyball and archery to catamaran sailing and night shing. In addition. the Hotel Sedona Bintan Lagoon resort offers 2 facilities for the 3 businessman or tourist. 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. 8 platforms. The resort features 416 tastefully appointed rooms with 4 conveniences. online or directly? Give your reasons. dance oors and podiums. the hotel’s function and meeting rooms cater for groups of up to 240 and are equipped with state-ofthe-art audio-visual equipment. • • • landscaped outstanding funloving • • • scenic water-based portable • • • modern relaxing private Source: Stockbyte Basking on Bintan Spread across 300 hectares of beautifully 1 gardens in the north of Bintan Island. 4. stages.sedonabintan. The recreation center offers an extensive selection of land and 7 sporting activities. 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. 3. Taken from www. At the Hotel Sedona Bintan Lagoon. each with a 5 balcony 6 views. ne international restaurants. making reservation by phone. Have you ever lled in a reservation form (hotel.

please check in at Terminal 2. Proprietor K J TICHBON Sender’s company and address (printed) Manager M J COLLINS 59/60 HIGH STREET OXFORD OX14AT TELEPHONE OXFORD 0856241141 Receiver’s name.Activity 23 Pay attention to a typical letter from a travel agency. Heathrow not later than 1145. Then study the parts of the letter. Closing salutation Yours sincerely Jeanne M Tichbon. A Inst TT 32 Communication Builder for Intermediate Level (Grade XII) . title. company. We hope you will have a pleasant ight. and address Ms R Volpe Oxford University Press Walton Street Oxford OX@ 6DP 3 April 1991 (US:April 3/3rd) Date Opening salutation Dear Ms Volpe We have pleasure in enclosing your tickets covering the following reservations: Wednesday 10 April Main body of letter London (Heathrow) Budapest MA 611 Depart Arrive 1245 1610 Thursday 18 April Budapest MA 610 Depart 1015 London (Heathrow) Arrive 1145 For the outward ight on 10 April.

for one of our executives. Please nd enclosed our bank draft (No. We look forward to hearing from you soon. Welirangan Encl. private wireless telephone. Mappangara.000.000. internet network and small kitchen. Sincerely yours. 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 . Melina Latuihamallo Personnel Secretary to Mr. Mr. The reservation is for full board from 1–5 July 2007.Activity 24 Read the reservation letter from a company’s secretary to a hotel manager. 3. Then answer the questions. City Bank Draft 1. I am also con rming the reservation for a small conference room to be available on 3 July. shower. 5 Makassar Phone: 62411-425501 17 June 2007 The Manager Hotel Panakkukang Jalan Boulevard No. MULTI LOGISTIK Headquarters: Jalan A. Welirangan will be holding a meeting with our international clients.00 as a deposit. 92109 423 4431) for Rp10. when Mr. I would like to con rm our booking in this morning for a single presidential room with bath. 2. Welirangan. 5. The balance will be paid as soon as we receive the con rmation from you. Pettarani No. 4. P. 29-30 Makassar Reservation Con rmation Dear Mr.

it overlooks a small canal and the park itself. the dining room is very pleasant and drinks are served on request. Twin rooms with bath are available at a supplement. NO ROOM CHARGE for 1 child under 12 sharing room with 2 adults. 2007 RESERVATION DEADLINE: JUNE 20. 2007 STARFIELD HOTEL•SINGAPORE HOTEL TELEPHONE .00 Single with Shower £8. and radio. TV. Do not leave any blank spaces. Although the hotel does not have a restaurant or bar.Activity 25 Complete the following reservation form with your data/information. Supplements per person per night: Twin with Bath £4. Situated in a quiet.334 . (Meals payable direct). Let’s say you are a manager of an export company and about to have an annual meeting with clients. 1992 34 Communication Builder for Intermediate Level (Grade XII) . Bergman *** A small hotel of only 16. !-27 Jun & 15 Nov-28 Dec Taken from First Class. We recommend early booking because of the limited accommodation available.8013 Activity 26 Look at and study the following brochures or advertisements. The bedrooms have their own shower. HOTEL RESERVATION FORM SCA ANNUAL MEETING JULY 21-25.MAIN LINE: 412-281-7100 RESERVATIONS TELEPHONE: 800-400-17000 RESERVATIONS FAX: 402 . residential area behind Vondel Park. Then write notes about what the brochures or advertisements for.00 ONE NIGHT FREE in stays of 3 nights or more 1 Jan-26 Feb.

I’d love to be a lm star. Subjunctives with if only If only can be used instead of wish in all three constructions above. . 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.Grammar Review Subjunctives with Wish/If Only Subjunctives are sentence constructions used to express situations that contradict with the real situations. wish + past perfect. I hate having to do homework every night.m. 1. 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. He spent all his money in the casino. 2. Subjunctive with wish Wish can be used with several different tenses: wish + past simple. 4. I don’t have enough time to see the play. My dad never comes home before 11 p. 3. We decided to sell our house. . Examples: I wish I lived in Australia. Example : If only I had wings. 2. . Example: 1. Example: I wish he would give up smoking. I wish I had wings. and wish + would + in nitive. . If only has a stronger and unrealistic meaning than wish. Dealing with Clients 35 . The change could possibly occur but it generally depends on action from some other persons or things. I wish my dad would come home before 11 p. 5. b) Wish + past perfect This expresses a desire that an action or event in the past had been different. . Activity 27 Change the following sentences into subjunctives.m.

For reservations and enquiries: Phone (6) 527 21 56 Fax (6) 527 15 02 36 Communication Builder for Intermediate Level (Grade XII) . Look at the information on this page. She wants all the information on one page. Janet 4 June HOTEL PLAZA Source: www. She decides to fax the receptionist at the Hotel Plaza in Alicante to see if they have the accommodation she requires..Know How to Send a Fax 1 Janet Cooper wants to go to Spain on holiday with her family. The code for Spain from the UK is 00 34. It was lovely to see . 2 Write out the words of Janet’s fax message in the correct order. and ll in the rst part of Janet’s fax. Janet and Peter Cooper 8 Fast Lance Chesswood Herts WD5 8QR tel 01923 284908 fax 01923 285446 Dear Lynette. Love.peaktravel.com This luxury hotel is situated on the water’s edge of one of the most beautiful beaches in Spain..

grateful – if – I – be – would – also – me – you – could – tell – room – each – price – the – of k. you – this – con rm – Could? h. are – all – en-suite – that – We – understand – your – bedrooms g. from – I – forward – look – you – to – hearing Yours faithfully Janet Cooper Dealing with Clients 37 . available – if – me – let – you – Please – for – know – have – dates – these – rooms j. a – sea – view – possible – Is – have – it – rooms – to – with? i. a. rooms – hotel – I – to – some – would – like – reserve – at – your b. in – 28 – July – We – on – Alicante – are – arriving c. and – husband – like – room – I My – double – balcony – a – would – with – preferably – a e.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. require – Our – a – two – teenage daughters – twin – room f. ten – hope – stay – to – We – for – nights – leaving – 7 – August – on d.

(wish + past simple) . 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. 1. can I help you? • Hotel reservation . 2.Yes.I wish he would give up smoking.Summary: Revisit This Unit Making reservation • I would like to reserve a ticket to Australia.I wish I hadn’t decided to work in the company. Sir/Miss/Ma’am. you can discuss them with your friends and consult your teacher. Grammar review : Subjunctive with wish/if only • Subjunctive with wish .(wish+would+in nitive) . • Could I reserve a table for two for dinner tomorrow? Taking reservations • Opening reservations of receptions .What kind of rooms do you need? • Ticket reservation .(wish+would+in nitive) • Subjunctives with if only . Reflection on Your Learning After doing all activities.If only I had wings.I wish I lived in Australia.What ticket do you want. you may answer the following questions to check whether you have comprehended the learning materials in this unit. Sir/Ma’am? • Refusing reservation .I’m sorry to inform you that all rooms/seats/ticket/tables have been reserved. 38 Communication Builder for Intermediate Level (Grade XII) . 3.

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 .Unit 3 Sourc e: SWA .

I'll." "My beloved teacher. 5.." Activity 3 Read and study the following expressions for presenting a report. • First of all. I'd like to present my report. • That's all I have to say about. 6. I'd like to tell you something about. "Good morning.. 2. Ladies and Gentlemen…. When and where would you hear these expressions? 1." "On this occasion.. everybody..." "Good morning. Introducing the subject • I'd like to start by... and audiences.." "Next.. 3. What do you see in the report cover? u 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? Activity 2 Listen to the following expressions and repeat them.. Ladies and Gentlemen. 2. Annual Report January–December 2007 by: Mr. 5." "Thank you very much for your kind attention... I've told you about.Listening Activity 1 Look at the report cover and answer the questions.. Thank you very much for this opportunity. friends. Oliver Smith Chief Executive 1. Finishing one subject • Well. 3. 4. 4.. Today I'd like to talk about …. 40 Communication Builder for Intermediate Level (Grade XII) ..

.. • Now I'd like to discuss... Arrange the topic sentences according to the speech.. if I may... • As an illustration.. let me remind you of some of the issues we've covered... Then identify the words.. • Finally... . Topics Opportunities for further expansion in Africa Some of the achievements made in Asia Some recommendations Description of the current position in Europe Number Activity 5 Work in groups and listen to another speech. Finally. • I'd like to deal with this question later... discuss their meanings with your friends... Activity 4 Listen to the following short speech of someone opening a presentation... Words/Phrases Expressions How’s the Progress? 41 ... They do not like someone who speaks with circular style. phrases and expressions you are not familiar with. This must be remembered if we are going to present something to an English and American. Dealing with questions • We'll be examining this point in more detail later on. Analyzing a point and giving recommendations • Let's consider this in more detail ... Taken from Reader's Digest Starting another subject • Next.. • What does this mean for ABC? Giving an example • For example.. Summarizing and concluding • In conclusion.Know Your Stuff It is important to remember that English and Americans speak straight to the point.. ...

To: Mr. What does that mean? That means what we were asked to do. Managing Director. how do we start? Well... How about Report on Purchase of New Printers. 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. Well. Firedome Ltd.. 2. Yes.. that's good. the report has to have a heading. reference. of . Melita : Olivia : Melita : Olivia : Melita : Olivia : 42 Communication Builder for Intermediate Level (Grade XII) . 4. And the date .org 1.Speaking Activity 6 Answer the following questions orally based on your experience. the report has to be dated.. Melita Olivia Melita Olivia : : : : Well.. Report on Purchase of New Printers.. Fine.. 5. 3. practice the following dialog. rst of all. Hm. Kendari. Sutresman. To Mr. Now . Terms . but rst of all it has to be adressed to someone.. Source: www. What next? The date? Yes. that's easy.masternewmedia. Sutresman. Yes. Activity 7 In pairs.

4. You don't have to be a movie star to work in the restaurant industry. I think:Procedure. a new side-heading. Can anyone guess what I have in common with celebrities like Jennifer Lopez. 8. And then what? Well. 10. determination. 6. 7. hard work and a strong desire to have fun on the job. Today. but it does take guts. How’s the Progress? 43 . 3. Procedure? How we did the investigation. and Sean "Diddy" Combs? We're all involved in the restaurant industry. Michael Jordan. This is an excerpt of the introduction of a speech about restaurants. Pronunciation Practice Activity 8 Read the following words. dynamic and ever-changing businesses in America—the restaurant industry. present /prɪˈzent/ audience /ˈɔ:diəns/ attention /əˈtenʃn/ presentation /ˌpreznˈteɪʃn/ report /rɪˈpɔ:t/ propose /prəˈpəʊz/ speech /spi:tʃ/ elaborate /ɪˈlæbərət/ comment /ˈkɒment/ recommendation /ˌrekəmenˈdeɪʃn/ Activity 9 Read and practice the following speech presenting a report. So now can we recommend the machine we really want? : I'll put a side-heading: Recommendation. Find their meanings. I want to give you an idea of what it's like to work in one of the most exciting. 5. We've got that down. 9. 2. 1.Melita Olivia Melita Olivia Melita Olivia : : : : : Right. Pay attention to your pronunciation.

Be on the alert to include only the most essential data in your visuals. 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. cooking! Let's look at a snapshot of who's who in the restaurant industry. 5. 44 Communication Builder for Intermediate Level (Grade XII) . In fact. 7. • Who selects the wines and coaches the wait staff on serving and describing the wines? The wine steward. 4. 2. • Who keeps the computers running and designs the web site? The computer technician. keep in mind the fundamental rules. charts. 3. dessert plates and sandwiches? The pantry cook. • Who publicizes the restaurant's fund raising events. Use only at-a-glance visuals that support your key messages. Activity 10 Work in groups and find other expressions commonly used in presenting a report. avoid visuals crowded with lots of data. • Who prepares salads. 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 Activity 11 Make a simple report by using the expressions you have learned. As you create your visuals. the restaurant industry has many different positions and job titles—from management to public relations to fund raising—and yes. parties and tasting? The public relations manager.speech4reprint. 1. edu My name is Toni Raharjo and I am the manager at Smart Taste Restaurant in Bandung. It takes many jobs to run a successful restaurant—and not just jobs that involve chopping lettuce or waiting tables. 6.Know Your Stuff Chances are your report contains lots of detailed data. Indonesia. and graphs that add nothing of real value. Present your report in front of the class and pay attention to your pronunciation. As much as possible. Taken from www. My story is just one example of how the dream of working in the growing and vibrant restaurant industry can be anyone's reality.

Do you agree with the statement? Why or why not? Presenters are like architects. You may use less time. don't waste time with preparatory goo ng around. You will have seven minutes to present your report. day and time. and ethos. How’s the Progress? 45 . therefore. Unfortunately. writing on the blackboard. They craft blueprints and then share masterpieces with those in the audience.id Activity 13 Read and study the following statements. 3. Logos refers to winning the audience with evidence and letting them know that you are an expert. 1.ethos refers to the credibility. Pathos refers to the ability of the speaker to win over an audience with emotions.com Source: www. What is meant by credibility? 2. and most important . and asking the right questions. but you may not exceed the limit. Then answer the questions.images. Every word.Reading Activity 12 Read aloud and study the following text about presenting reports. It involves doing research. logos.co. the reality of public speaking is that preparation is the most important facet of any great presentation. you will be expected to give your report. Building a great presentation is about doing great preparation. who charge extravagantly for their time. Taken from www. Practice turning transparencies. you must learn to budget the time allotted you and not exceed it. Rehearse your talk ahead of time. and every handout needs to be closely inspected to match the laws of simplicity. oral reports are often given before consultants. or using whatever visual aids you choose. You will know in advance precisely when. Be ready to go as soon as you stand up. What is meant by blueprint and masterpiece? Aristotle taught about three presentation components: pathos. every slide.rpt4. to the minute. homework. In industry. Presenting Reports An oral report is a presentation of the material covered in your nal written report.google.

remember that in an oral presentation. If you are a non-native speakers. I have seen someone present a paper at a professional conference after running on adrenalin for a few days.stand up and give the talk the way you will to the class. or if you are overwhelmingly nervous about speaking publicly. Practicing Your Presentation Practice presenting your report at least once before presenting it in class.org 46 Communication Builder for Intermediate Level (Grade XII) . Con dence in your understanding of your material. you must make each major point in several ways. Above all. This means that you must memorize it with normal pauses. If possible. you must treat memorizing a report in the same way you would treat memorizing a play script. it is good for you to have more pronunciation and intonation practice.Activity 14 Read the following text.kamase. Be prepared with a little extra material. and intonation. Nervousness may make you speak faster or slower than in your rehearsal. You will nd it very dif cult to speak clearly at your normal silent reading speed. Don't just read your notes to yourself . Learn to ll the room with your voice. "First you tell 'em what you're going to tell Source: www. So will substantial practice presenting your report. don't do your presentation by memorizing a speech it is not the best way. then pass out and fall off the platform when he was asked a question. if you are like most people. If humanly possible. If English is not your native language. practice presenting your report in the room where you are going to present it formally. However. Time your talk so you know exactly how much material you can t in. it is all right to write your presentation out verbatim and memorize it. and you nd speaking without a prepared text dif cult. as described in lecture. that you have too much material. Pay attention to the information. Concentrating on the sound of your voice will also help you not to be nervous when you are presenting the report. in case you speak too fast. and taking your time will make up for a lot of awkward English and hyper-nervousness. Get enough sleep the night before. emphasis. You will probably nd. and how to set the material. The old saying about this is. and take special care not to speak faster than the normal speech rate.

7. 2 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. html 3. 4. Then find their synonyms and their meanings. 10. 4. using exactly the same words each time does not help comprehension. 1." Of course. then you tell 'em. 1. Activity 16 Read and study the following words. 3. and then you tell 'em what you told 'em. 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 . and different people in the audience will understand different explanations. com/vol3_4/presentation. 7. Pay attention to your pronunciation.'em. 5. Activity 15 Answer these questions based on the text above. 8. 6. Consult a dictionary if necessary. 2. 9. Discuss your answer with your friends'. 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? Surf the Net! How to turn a written report into a rst-class presentation? Find the answer at http://totalcommunicator. 6. what you are trying to do is to nd the explanation that works for each member of the audience. 5.

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. these should provide a natural link from one idea or section to another.google. So plan your opening comments carefully. to your conclusion. You should now be able to move on logically.id Structure your talk When you are dealing with a lengthy report that will later become an oral presentation. Presentation Skills: Turning a Report into a Presentation Know Your Stuff It is very important to keep a presentation on 'track'. based on the structure you have de ned in your road map. it helps to break the material into several distinct parts. Taken from Retorika Modern by Jalaluddin Rakhmat Source: www.co. building the body of your presentation should not pose a great challenge. Pay attention here to transitions. Create a strong opener It is essential that you begin any presentation with a strong opener. tedious exposition. before moving on to the next idea. That way. An outline may help the presenter to succeed. You can quickly dispel any such notion with an opener that immediately grabs everyone's attention.images. That will help your listeners better comprehend and remember each key idea. Find something 48 Communication Builder for Intermediate Level (Grade XII) . step-by-step. you can address each main idea as an entity. Find their meanings in a dictionary. It is even more essential when your audience thinks it is about to sit through what could be a long.Activity 17 Read the following carefully. Take notes on words or phrases you are unfamiliar with.

it helps to break the material into several distinct parts. 5. a claim. Taken from www.in the report—a statement. as appropriate. 4. • Have handouts ready to pass around after your presentation. What would you say? Once you have got the opener down cold. Some more tips • Be clear about the time allotted for your presentation. By structuring you talk. or a conclusion that is likely to have a particular impact on this audience. • Be prepared for questions. You may decide to hand out the entire report or just portions of it.speech4reprint. 2. you can move on smoothly to the body of your presentation. Imagine you have got 10 seconds to make your pitch. You do not have to nd a statement. You may want to think of an elevator speech. a claim. It is not important that you begin any presentation with a strong opener. and stating it as concisely as you can. a conclusion—that is likely to have a particular impact on this audience. 1. 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. summarize clearly and emphatically the key conclusions and recommendations of your report. it is easy for your listeners to comprehend and remember each idea. A good presentation opener will grab everyone's attention. • Rehearse in the room and with the equipment you will be using.edu Activity 18 Read the text in the Activity 17 once more and decide whether each of these statements is True or False. 3. That may require no more than going straight to the report's key conclusion. When you are dealing with a lengthy report. • At the end of your presentation. How’s the Progress? 49 .

dedicated and adventuresome young people like yourselves. You do not have to summarize the conclusion clearly and be prepared for questions at the end of your presentation. Restaurants play an essential role in creating healthy communities by providing jobs. Restaurant owners themselves are often very involved in local charities and fund raising activities. entertainment. In this booming industry. Restaurants also help neighborhoods and communities thrive. content4reprint.6. Know Your Stuff Remember. including practicing your non-verbal communication skills as well—like maintaining eye focus and using your voice and gestures to good effect. The back-up material is not about the parts of the report you did not include in your presentation. and work cafeterias each year. and schools. This year. convenience and a comfortable place for neighbors to meet. The restaurant industry employs millions of people and serves billions of meals. Every day.com 50 Communication Builder for Intermediate Level (Grade XII) . The restaurant industry is the industry of choice for enterprising. That means you will be needing everything in the presenter's toolkit. More than 70 billion meals are eaten in restaurants. In groups of three. Maintaining eye focus and using your voice and gestures to good effect are non-verbal communication skills. Your job now is to create a successful presentation. Employment in the restaurant industry has reached record-breaking levels in recent years. your report was compiled as a report. More than nine out of 10 restaurants are active in their communities. conclude this speech in your own words. those of us in the restaurant industry face new challenges and have fresh opportunities to make a difference in our customers'. racking up billions of dollars in annual sales. talk and relax. Taken from www. restaurant industry sales are expected to reach $537 billion. 7. career prospects are strong because opportunities are increasing. 8. Activity 19 Read the following speech. I encourage each of you to strongly consider the restaurant industry when you think about your future—both immediate and long term.

"I will present my paper. Direct Reported "We will present the paper tomorrow. we are usually talking about the past. reported words reported verb The committee said that they would present the paper the following day. Verb Tense Changes Direct Speech Present Simple He said. Past Continuous He said he was presenting his paper. pronoun." Reported Speech Past Simple He said he presented his paper. please."I am presenting my paper." Past Simple He said.Grammar Review Reported Speech Study the following sentences. reported words reported verb The clerk asked me to write my full name. How’s the Progress? 51 . the tense. Past Perfect He said he had presented his paper."I present my paper."I have presented my paper." said the committee." said the clerk." Present Perfect He said." Present Continuous He said. When we use reported speech. Direct Reported 2. Write your full name. Past Perfect He said he had presented his paper. If the "reporting verb" is in form of the simple past tense or the past perfect tense. Past Perfect Continuous He said he had been presenting his paper. Future Simple in the Past He said he would present his paper." Past Continuous He was presenting his paper Future Simple He said. Reported speech refers to reproducing another person's exact words. and adverb of place the "reported words" will change. 1."I presented my paper.

My boss wanted to know why I wasn't working at my desk. 10. The secretary said. 1. 7. The manager said. "I'll make a call tomorrow. Intan wondered whether I was going to quit my job. Rini asked Denny what time it was. My boss said." 2." 7. Edi said.Activity 20 Put the following statements into reported speech. Examples: Bobi said." 3. 9." 8. Ivan asked me whether I really loved my job. "The presentation is really good." Bobi said that he had his own apartment. "I will submit my report immediately. Shanti said." Activity 21 Change the following reported speech into direct speech. 4. "Have you ever gone skydiving?" 1." 4. The secretary told me that I might use the telephone. Jaka wanted to know if I would be at the meeting. 5. 52 Communication Builder for Intermediate Level (Grade XII) . "I think I should look for a better job." 10. "I don't like working under pressure. 2. "I have no draft on my desk. Ivan said." 6. Rian said. "Our company has successfully achieved its target. Report it in front of the class. 8. Activity 22 Work in pairs. The operator said that I didn't have enough credit to make a call. "I have my own apartment. Ari told Ira to wait for him after lunch. Examples: Rian asked me if I had ever gone skydiving. Tita said. Tuti said." 9. My friend said that I should take a long vacation. Rendi said. "I saw a presentation yesterday. Make a presentation about an activity held in your school. 6. "I've taken a full time job." 5. 3. Leo said. "You have to make an appoinment to meet the director. Adi asked me whether I was sick.

It should de ne the scope and limitations of the investigation and the purpose of the report. with a clear summary of your recommendations. Acknowledgement 4. Make sure that it is well structured. content4reprint. interact with them by asking and answering the questions. 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. This will include the title of the report. where you develop your ideas. 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. This section sets the scene for your report. Many speakers try to block out the people present in the room.com 2. The nature of this section will depend on the brief and scope of the report. This is the main body of the report. It should be carefully written and should contain a complete overview of the message in the report. and that your readers can nd information easily. sometimes to try to help control their fear of public speaking or because they want to concentrate on their notes. It should say who the report is for. It should contain suf cient information to justify the conclusions and recommendations which follow. Content page 3. even just by making eye contact with a few people can make a big difference in your public speaking performance. d. who has written it and the date it was written or submitted. any constraints. and more speci cally what you want to achieve.Writing Activity 23 Match the following terms for writing a report with their meanings. b. c. Introduction How’s the Progress? 53 . with clear headings. Terms 1. Taken from www. Methodology Meanings a. the overall purpose of your report. This is the most important part of many reports and may well be the only section that some readers read in detail.

8. How you gathered information. Terms of Reference e. illustration etc. if you used a survey. 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. how were they surveyed by interviews or questionnaire? g. how the survey was carried out. where from and how much e. how did you decide on the target group. 7. how many were surveyed. Executive Summary 7. can be located. 1. 6. Standing.5.aresearchguide. Thanks to the people or organizations who have helped. 2. 10. This section outlines how you investigated the area. Methodology Content page Acknowledgement Introduction Executive summary Title Glossary Conclusions Findings/Analysis Recommendations Appendix Terms Know Your Stuff Body language is important. f. 6. Use audiovisual aids or props for enhancement if appropriate and necessary. 11. Title Activity 24 Arrange the following parts of elements in writing a report into a good order.g. 4. No. this lists the headings in the report. 9. com 54 Communication Builder for Intermediate Level (Grade XII) . As in a book. together with the page numbers showing where the particular section. 5. 3. Taken from www.

2. No. Robert : What did they say about your last presentation? Ms. they are free to ask questions Taken from Ujian Nasional 2006/2007 6. 5. 3. 4. 9. Background Methodology 8. a. Duval : They said .Activity 25 Pair up and write a rough draft of an on-the-job training report based on the following outline. 11. Findings/Analysis Conclusions Recommendations Executive summary References/Bibliography Glossary Appendix Activity 26 You now have a rough draft ready with you.. terms and de nitions all your background research set of the chosen methodology and research methods set of your main ndings sum up your ndings list of recommendation from funder brief statement of the main points reference section a list of technical or special words a section giving extra information Solve It! Mr. Title Content page Acknowledgement Abstract Introduction Outline Meanings the name of a report list of the contents of the report statement of an author's thanks to other people a short summary of a book setting out the aims and objectives.. you will be invited to come d. 10. 14. 1.. Make some comments on your friend's draft. How’s the Progress? 55 . 12. 7. it gave them clear ideas about the product b. it is nice of you to give presentation c. Consult your teacher if necessary. Swap your draft with your friend's draft and read. 13.

for example. Families in particular mentioned the Lake water children's play area as an important advantage. and (D) merchants in the new mall. or interpreting statistics. they preferred the personal attention of the smaller stores compared with the anonymous atmosphere of the larger outlets. Think of other ways of saying the words and phrases that are written in dark type in the report below. Results SHOPPERS 75% of all residents said that they had been to the new mall at least twice during the last month. whereas Lake water business have recorded a steady increase in sales over 56 Communication Builder for Intermediate Level (Grade XII) . your aim should be to present facts clearly so that the reader will understand the main points quickly. (B) suburban residents up to three miles from the center of town. Moreover. the important information involves numbers. Notice whether you are told who the reader is. 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. however. concerned that prices were increasing. the majority were from group B. This will help you decide how much you need to explain. In contrast. Among the most popular reasons cited for shopping at 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. Method The survey targeted four groups of people: (A) downtown residents. • Look at the report below and notice how the information is divided up using headings. • In many reports. and to identify trends for the future. but it need not be boring. The style of report is impersonal: it is not important who the writer is or what his or her opinion is.Know How to Writing a Report If you are asked to write a report. while merchants received another. analyzing the results of some research. They were. two thirds of those questioned in group A reported that they valued the convenience of being able to walk to the stores. (C) business owners in the central area of town. summarizing articles. Shoppers received one questionnaire. Of these. 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. 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. Eight out of ten of the order shoppers surveyed said that their daily shopping trip was their only contact with other people. MERCHANTS The merchants in town have seen business drop off by up to a half. Vary your language so that you do not overuse the same expressions.

I'll.. ..Now I'd like to discuss. 2004 Summary: Revisit This Unit Presenting report • Introducing the subject . . and this trend seems set to continue. • Dealing with questions ..... if I may .. . while only 5% of group C said that they expected to see a growth in their business in the coming year.I'd like to start the subject .. leaving downtown merchants to rely on the business of local residents.the year...We'll be examining this point in more detail later on .Finally. • Starting another subject . Conclusions The opening of Lake water mall has clearly had a devastating effect on downtown shopping.As an illustration... • Finishing one subject .Next. .Well. .. As a result.... .... . . a large majority of group D replied positively. How’s the Progress? 57 ... .What does this mean for ABC? • Giving an example ... Mobile. better-off consumers are deserting the main street for the new mall. I've told you about .He said he presented his paper ...That's all I have to say about . • Summarizing and concluding .For example. When asked whether they viewed the future with optimism. many long-established businesses now face grave dif culties.I'd like to deal with this question later. Parking problems down ton have been a signi cant factor in changing people's habits.He said he was presenting his paper..... let me remind you of some of the issues we've covered.Let's consider this in more detail . • Analyzing a point and giving recommendations . Taken From Oxford ESL Dictionary. particularly the elderly and those without cars. Grammar review: Reported speech .First of all.In conclusion.

1. you can discuss them with your friends and consult your teacher. you may answer the following questions to check whether you have comprehended the learning materials in this unit. 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. 58 Communication Builder for Intermediate Level (Grade XII) .Reflection on Your Learning After doing all activities. 2.

its .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 .Unit 4 Sourc e: www . prospe ktus.ac.

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? Activity 2 Look at the pictures and listen to the following instructions. 3. 4 Pin USB Connector Document Cover The plastic cover that protecs the object glass Object Glass The glass surface on which documents or images are placed Power Adapter Receptade Astra 2000U Backpanel 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. it is important that you become familiar with your scanner. 2.Listening Activity 1 Look at the following user manual for a scanner and answer the questions. 4. 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. Compare your answer with your friends. The graphics below identify the key scanner components. Then match each instruction to the correct picture. 1 2 3 4 5 6 Source: UMAX Astra 2000U/P Owner's Guide 60 Communication Builder for Intermediate Level (Grade XII) .

Take notes on the instructions. Activity 4 Listen to the meaning of words and choose the correct word. 8. Example: You will hear Choice ''To work or to make something work'' a. a.Activity 3 Listen to the instruction. sequence step procedure prosecute manual automatic instrument instructions manual annual 6. Plug your computer's power cable into an electrical 5 . b. 7. b. b. 5. 3. 4. Listen to your friends. a. The power indicator on the front panel of the scanner should now be 4 . a. Connecting the Power Adapter 1. Turn your computer on. a. b. a. 3. a. a. 2. 10. a. operate b. 9. b. cooperate The correct word for the meaning is (a) operate. 1. 4. Insert the other end of this 2 into the power adapter receptacle on the rear 3 of the scanner. 2. b. Read the instructions to your classmates. demonstrate demonstration sequence sequel instrument instrumental guide guidance install installation : : Activity 5 Your teacher will read some instructions. instructions. b. b. Listen to him/her and do the instructions. a. 1 the scanner's power adapter into an electrical outlet. b. Fill in the blanks while listening. Work in groups and find a set of instructions. b. Are the instructions clear? Activity 6 How Do You Operate This Machine? 61 . a.

parish-supply. We can deliver it right away to your home. Source: www. First. 2. Could you show me how this vacuum cleaner works? : Yes. Then. this clip is pressed down. of course : What's those things for? : Oh. 62 Communication Builder for Intermediate Level (Grade XII) . Pay attention to your intonation and expressions. Taken from Housekeeping Tips in Nova Tabloid Shopkeeper Customer Shopkeeper Customer Shopkeeper Customer Shopkeeper Customer Shopkeeper Customer Shopkeeper Customer : Excuse me. : How do you change it? : It's very easy. and then the dust bag is taken out like this. why? What made it dif cult? Activity 8 Read the following dialog and practice it with your friends. Can it be delivered? : Sure. : Why is it bent? : That's so you can clean under furniture more easily. of course. ne. 4. : Oh that is easy. And does it have a dust bag? : Yes.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. you make sure the power turned off. Let me show you. : Fine. that's for picking up heavy dirt. 3. : Oh I see. OK. The sack is lifted off.Speaking Activity 7 Answer the following questions based on your experiences. 1. I think I'll take this one. 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.

These words are commonly used for instructions.naturespiritproduct. 1. How Do You Operate This Machine? 63 . b.com Activity 11 Work in groups of four and find a set of one of the following instructions and read it aloud to the class. a. 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/ Activity 10 Read aloud the following expressions. 10. c. The rice is ready to serve. 5. 6. Boil it. 4. 2. Say them correctly. 6. 7. 9. put it into the steamer. Then it gets dry. Pay attention to the structure. d. 3. 2. Wash the rice repeatedly in cold water. How to use a copy machine How to use an automatic teller machine How to print a document How to make a phone call Activity 12 Now retell using the points or instructions above how to cook rice orally in front of your classmates. Put in with some water in a pan. Steam the rice for about 45 minutes. 5. 7. 4. Cook it for about 15 minutes. Source: www. 3. 1.Pronunciation Practice Activity 9 Read these words and find their meanings. 8.

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? Activity 15 Read the text.Activity 13 Choose a procedure or an instruction that you know well and demonstrate the procedure to your class. 3.com Microwaves are a form of energy similar to radio. Preparing a special dish Explaining a math problem Tips for accomplishing something Using a special piece of equipment Reading Activity 14 Answer these questions. Normally. d. microwaves spread outwards as they travel through the atmosphere and disappear without effect. How the Microwave Oven Works Source: www. 2. Bring everything you need to make your demonstration clear. 4.pricescan. 1. Microwave 64 Communication Builder for Intermediate Level (Grade XII) . c. television waves and ordinary daylight. b. a. 5.

4. 4. 5. supplied to the magnetron tube. have a magnetron which is designed to make use of the energy in microwaves. 6. Source: www. is used to create microwave energy. Microwaves cannot pass through metal walls of the oven. but they can penetrate such materials as glass.mcwcc. however. 7. A turntable or tray is located at the bottom of the oven. 6. Electricity.ovens. 5. 10. 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? Activity 17 Pronounce the following words and find their synonyms. 8. though cooking vessels will eventually get hot from the heat generated by the food. 3. 9. 1. 2. Compare your answer with your friends'. 7. 3. porcelain and paper.com Activity 16 Answer the questions based on the text in Activity 15. 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 . Microwaves do not heat cookware. the materials out of which microwave-safe cooking dishes are constructed. 1. These microwaves enter the cooking area through openings inside the oven. Pay attention to your pronunciation. 2.

com/how_to_write_a_ better_instruction_ manual. What's in the Box Your iMac comes with an Apple Keyboard. In groups of four. a Mighty Mouse.Activity 18 Read the steps to set up an iMac carefully and pay attention to the text structure. an Apple Remote. 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.php Keyboard Mighty Mouse AC power cord Apple Remote Source: iMac User's Guide Setting Up Your iMac Follow these steps to set up your iMac. Source: iMac User's Guide 66 Communication Builder for Intermediate Level (Grade XII) . discuss the text structure. and an AC power cord. Surf the Net! Writing an instruction manual is easier than you think! Find the steps at http://www.lousywriter.

and then choose Library > AirPort Help.Step 2: To access the Internet or a network. Taken from Ujian Nasional 2006/2007 Source: iMac User's Guide Note: Your iMac also comes with AirPort Extreme technology for wireless networking. b. 2. then click the main tab. How to buy a good printer. To start printing. How to write an application. Solve It! 1.For information about setting up a wireless connection. or network. How Do You Operate This Machine? 67 . Step 3: Connect the keyboard and mouse cables. How to select a printer. 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. c. click ok. choose Help > Mac Help. connect one end of an Ethernet cable to the iMac and the other end to a cable modem. d. Print the document from the application. follow the instructions that came with the keyboard and mouse to set them up. See "Getting Answers" on page 28. DSL modem. Ensure your printer is selected. Specify the required settings and click ok. How to print a document. What could be the title of the text? a. 3. 4.

Setup Assistant helps you enter your Internet and email information and set up a user account on your iMac. your command center for most settings on your iMac. 3. Setup Assistant starts. 4. Activity 19 Answer the question based on the text in previous activity. As you get to know your computer. You can quickly make your desktop look the way you want using System Preferences.Step 4: Press the power ( ) button to turn on your iMac. 1. If you already have a Mac. 2. The rst time you turn on your iMac. and other information from your previous Mac to your new iMac. Setup Assistant can also help you automatically transfer les. Step 6: Customize your desktop and set your preferences. 6. 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? 68 Communication Builder for Intermediate Level (Grade XII) . 5. Choose Apple ( ) > System Preferences from the menu bar. explore System Preferences. open Mac Help and search for "System Preferences" or for the speci c preference you want to change. applications. Compare your answer with your friends. For more information. Source: iMac User's Guide Step 5: Use Setup Assistant.

7. 9. In this causative sentence construction. I had my watch repaired. 8. I had it made. the verb 'have/had' is followed by indirect object (the secretary and my brother). I had my brother carry my bag. Activity 20 Answer the questions using causative have as shown in the example. Those are the past participle's construction. 9. I have my shoes cleaned. 7. 6. 3. 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. In sentences 1 and 2 above. 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 . 2. 8. "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. On the other hand. 5. we put the simple form of a verb after the indirect object. 2. To say that we arrange someone to do something for us. in sentences 3 and 4 the verb 'have/had' is followed by direct object (my shoes and my watch). 4.'' 1. we use the structure 'have something done'. 4. Here. Example: "Did you make that dress yourself?'' "No. we use the structure of causative. I have the secretary type the letters. 10. 3.

5. Have you ever written an instruction manual? What should you write in an instruction manual? Are an instruction manual important in our lives? Why? Activity 23 Look in your dictionary to find the meaning of these words. I think she should (it/cut) 2. 7. 3. Writing Activity 22 Answer the following questions based on your experiences. 1. Mother has (an interior decorator/design) the living room. Is it true that many years ago he (his portrait/ paint) by a famous artist? 4. 6. instruction /ɪnˈstrʌkʃn/ procedure /prəˈsi:dɜə(r)/ operate /ˈɒpəreɪt/ ingredients /ɪnˈgri:diənts/ press /pres/ replace /rɪˈpleɪs/ assemble /əˈsembl/ connect /kəˈnekt/ disconnect /ˌdɪskəˈnekt/ insert /ɪnˈsɜ:t/ 70 Communication Builder for Intermediate Level (Grade XII) . 9. Example : We are having the house painted (the house/paint) at the moment. 1. 4. I'll have (these books/arrange) on the shelves tomorrow. 5. 2. 1.Activity 21 Complete the following sentences using the words in the brackets. 2. How often (he/his motor/service)? 3. Her hair is too long. 10. 3. 8.

4. 6 your oven door by pulling the door handle. 15 the oven door and test the temperature of the water. If you have any doubts about what type of container to use please 12 page 14. Be careful when removing the container it may be hot. 9 a microwave safe container with 300 ml (1/2 pint) of water. An exhaust outlet is located on top or side of the oven. If your oven is operating the water should be warm. When unpacking your oven make sure you remove all accessories and packing. Please pay particular attention to the guidance on where to install your oven. Your oven will 14 before you have nished the sixth press. One word may be used more than once. You will hear a BEEP each time you press the button. 13 the start button six times to set 3 minutes of cooking time. Check to make sure that your oven has not been damaged during delivery. 3. don't worry this is normal. When it reaches 0 it will sound three beeps. If your oven does not operate properly. • • • 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. 7 the roller rest inside the oven and 8 the glass tray on top. Blocking the outlet can damage the oven. 2. 1 How Do You Operate This Machine? 71 . The display will count down from 3 minutes.com 1. The front of the oven should be at least 8 cm from the edge of the surface to prevent tipping. 10 on the glass tray and 11 the oven door. Make sure your oven is the only appliance connected to the socket. Source: www. your oven and 2 it on a at level surface. 5 it from the electrical socket and then plug it back in.Activity 24 Complete the following text using the words in the box. 6.dvorsons. 4 your oven into a standard household socket. 7. 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. 5.

Source: Samsung MP3 Player Quick Start Guide - + 72 Communication Builder for Intermediate Level (Grade XII) .za Activity 26 Rewrite the instructions in Activity 25 using your own words. Left le browser button Press to move to the previous track/ menu or play the current track from beginning. Then compare your work with your friends. 2. 5. Source: www. Complete it with pictures. 6. After that you connect the microphone to the tape player.nuworld. Finally pressed down the record and play button. Write a procedure on how to operate something. Press and brie y hold to quickly scan tracks. . Back button Press to return to the previous screen. Well. Example: How to Operate MP3 Players Activity 27 + Up volume button Press to increase the volume or move to an upper item/menu. 3. Then you can begin to record.co. How to record on a cassette player/How to use a recorder 1. 4. Then you put in the tape. rst you have to plug in the cord. Press and brie y hold to move to the main menu. And then tested the voice level. Right le browser button Press to move to next track/menu. Press and brie y hold to scan tracks.Down volume button Press to reduce the volume or move to a lower item/menu.Activity 25 Arrange the following sentences into the correct order.

So if we are using dif cult technical terms. there is a need to go to the product overview chapter at a particular step say 7th ". disclaimer and copyright (if any) should also be mentioned in detail at the start of the manual. Modularity or use common words and avoid using incomplete phrases because your target readers can be diversed in their knowledge levels. Proper research is needed before writing any article. The front page. The task of breaking bigger contents into smaller sub contents makes the user manual a light and easy to follow. In a nutshell. 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. For example "in the installation section. De ne the terms. writing a user manual is not a dif cult task if we identify our subject matter. then they will not be able to follow it very easily. Always identify the target audience rst and then document the manual as per them.wikihow. processes and techniques with a full description. our target audience will be bankers who are not that technically sound. So the user manual must cover in the minutest detail the troubleshooting tricks of every conceivable problem.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. Here is how to write a user manual.com How Do You Operate This Machine? 73 . Every user manual is comprised of certain essentials. 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. our target audiences and present it in a modular and easy-to-follow manner. www. The next job is to identify what we need to write. Troubleshooting techniques is one of the most important reasons. we can very well redirect the user to that step. clear where to nd the exact page for reference. why people refer to the user manual. try numbering each and every step so that it is easy to redirect the user to other step at any moment. Also. 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". If we are writing a user manual for accounting software. The user manual must be indexed. It can be a mobile phone or a software application to a full edged 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.

3. 2.Summary: Revisit This Unit Understanding manuals 1. Grammar review: Causative verb have • I have a secretary type the letters. Plug the scanner's power adapter into an electrical outlet. you can discuss them with your friends and consult your teacher. 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. 1. • I had my watch repaired. 2. Turn your computer on. Plug your computer's power cable into an electrical outlet. 74 Communication Builder for Intermediate Level (Grade XII) . 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. The power indicator on the front panel of the scanner should now be illuminated. Insert the other end of this cable into the power adapter receptacle on the rear panel of the scanner. 3. 4.

c. b. Yes. Thank you very much. I'm the secretary. I work as a waiter. sure. I can meet him afternoon. b. d. Yes. b. rst to Yes. I will stay for two nights. I'd like to go to my work. I'd like to reserve a single ticket. b. 75 . b. 10. b. Sir. b. d. I'd like my job very much. I have to go now. You can meet him tomorrow morning. 8. c. a. sure.Review 1 For questions 1-10. I am not what you like. Ticket to Bali. a. b. Yes. please. I have working for two years. Mr Rudi is going to Bali. c. I'm a personnel manager now. I can meet him afternoon. I want to have an arrangement right now. a. c. I'd like to book two large living rooms. or d for the correct response. I have been work for two years. b. I am a secretary. OK. Let me check it rst for you. thank you. I want to have an arrangement right now. 2. 7. sure. c. sure I want to reserve the ticket to Bali for tomorrow. a. 3. I will y tonight. Thank you manager. c. d. c. Yes. Yes. I want to have an arrangement right now. Yes. d. Certainly. Certainly. Yes. I am not doing anything. a. c. I'd like to book two tickets. d. I'd like to reserve a single room tomorrow. Nice to meet you too. 5. d. 4. b. I am my employee. c. OK. I am ying tonight I will reserve for tonight. Certainly. Sir. 9. I am ne. a. 6 a. c. a. d. d. b. d. c. I have been working for two years. d. a. then. a. He is the president of them. Let me tell it you. I'm sorry he is busy right now. 1. Deni. No. sure. Yes. that's all right. sure. OK. OK. I have worked for two years. listen to the expressions and choose a. sure. Wait a minute.

"First of all. I’m interested in booking a room for the September long weekend. A : We need a Master of Ceremonies to present the best officer at our company’s annual party. sure. I'm afraid we’re totally booked for that weekend 18. d. "Good morning everybody. Yes. B a. a. "My beloved teachers and friends. The doctor says you will drink lots of uids and get plenty of rest 13. Yes. then. The director is going to have arrangement b. Will you do it? : . Can I make an arrangement? Y : . b. I would like to thank to everybody for helping me to nish my report" 76 Communication Builder for Intermediate Level (Grade XII) . b. c. I'm afraid we’re totally booking for that weekend c. Your flight is tomorrow afternoon. A B a. If you like spicy food. d. It's been very nice to be here…" c. will we Yes. Customer : Hello. X : I have to meet the director next week. sure.For numbers 11-25 choose a. Thank you for the y. Yes. Thank you manager OK. Sir? : . a. Thank you very much OK. You have reserved a single ticket for next weekend. will I I would be glad to do it Will I do it if you pay me well 15. You are confirmed. b. Will you wait just a minute please? I'm almost done c. a. then. My old car will barely go eighty kilometers per hour. d. I want to have a ticket right now B a.00 pm for the meeting? : . Yes. you will try a Mexican restaurant. Receptionist : . 17. Sir OK. sure. We'll never get to the station on time d. Which one is not correct? a. but he just won't listen b. d. I can y afternoon Yes. or d for the correct answer the following questions. I can meet him afternoon Yes. A : Could you come on Sunday at 1. I want to have a meeting right now : OK. Thank you very much OK. 14. Ladies and Gentlemen …" b. except . Sir. and whatever you ask she will always answer "no". Today I would like to present my report" d. Sir. c. I want to have an arrangement right now 16. 12. I'm not afraid we’re totally booked for that weekend b. b. c. My daughter is two years old. The following expressions are correct. b. You can meet him tomorrow morning d. sure. sure. Certainly. Yes. I'm not afraid we're totally booking for that weekend d. c. a. The expression for opening the presentations is . "Good luck. Let me tell it rst to you c. I've told him to turn off the lights a hundred times. 11. c. Our son lives in a large Capital city? Ah! That will be Jakarta.

Please make yourself at home. 24. Today I would like to present my report" d. It’s been very nice to be here…" c. If you don’t understand you can ask a question. a. d. I’m happy to inform you that my report…" d. b. May I help you? 25. c. please allow me to say that" c. b. d. except . The doctor says you can stay warm and drink lots of uids. please You will be tired after working all day c.19. Review 1 77 . I promise. The expressions for introducing subject of the presentations is . good morning. please? b. "On this event. You can watch TV. Ladies and Gentlemen …" b. we will discuss about my family" 21. use the telephone or do anything you like. The following are the expressions used for . What is the mistake in this expressions? A B a. She can sail very well. presenting presentations. Could I have a reservation to Australia for two days ago? d. Do you understand Can you speak Spanish 23. Can you hold my coat for a second while I put on my sweater? b. c. today we are going to talk about my report" b. Could your company salesman come a little earlier? Ten o'clock ? Okay. I would like to thank to everybody for helping me to nish my report" 20. "Good morning everybody. 22. What kinds of rooms do you need? c. Will you pass me the salt. except a. Which is not correct? a. : Could your company salesman comes a little earlier? : Ten o'clock would be good. "First of all. a. Shinta Hotel. "Everybody. but she can’t swim. "Ladies and Gentlemen. "Next. Can I book a bus seat for next Sunday? b. c. You can take your stupid ideas and get out! d. "My beloved teachers and friends. The following expressions are correct. You can hang your coat in that closet. d. "Good luck. Which is not correct? a. Can you give me that black book. A : B: a. You will be home by midnight and no later.

What is the main job described in the text? a. It is up to the receptionist to make guests feel welcome and to deal ef ciently with enquiries. c. A hotel receptionist may also . 78 Communication Builder for Intermediate Level (Grade XII) . but in smaller hotels night-time duties might be taken over by the porter. Receptionists might work shifts. Text 1 Hotel Receptionist When guests arrive at a hotel or call to make bookings. talk to the customer c. asking housekeeping for extra bedding or storing valuables in the hotel safe. In a small hotel. Reception desks in larger hotels often stay open all night. Receptionists might work shifts. In larger hotels. Smaller hotel. there might be a small team of receptionists. they might do non-reception tasks too-like serving drinks. and handling foreign exchange d. Their tasks are likely to include: allocating rooms to guests.hrd. Working hours can include days. c. serve drinks d. receptionists use a computer to handle reservations. Larger hotel.g. putting together bills and taking payment. receptionist. Reception desks in larger hotels often stay open all night. Hotel porter. there might be a small team of receptionists. weekends and public holidays. taking and passing on messages c. EXCEPT a. Small hotel. putting together bills and taking payment. c.Questions 26-30 are based on Text 1. There are opportunities for hotel receptionist working part time. handle reservation b. The following are the main tasks of hotel . a. Hotel room boy. allocating rooms to guests b. Hotel receptionist. d. the hotel receptionist is usually the rst person they speak to. each with speci c duties. Hotel manager. b. b. In a large hotel. In smaller hotels. They may employ sales skills to encourage guests to upgrade to a better room or eat in the restaurant. and handling foreign exchange. Which statement is NOT CORRECT based on the text? a. for example. enjoying dealing with guests 28.2 42. 29.com 26. and may also use a telephone switchboard. Source: www. d. encourage guests to order foods and drinks 30. d. 27. helping guests with requests. Where does a receptionist usually use a computer to handle reservations? a. nights. taking and passing on messages. Large hotel. b. There are opportunities for working part time or only in the holiday seasons. e.

Text 2 Although receptionists do not need a high level of 31 . usually working towards an NVQ/ SVQ. Text 3 From : Irene Sukandar [Irene@messages. c. b. b.edu 31. Larger hotels and chains may offer more 35 prospects than small hotels.Questions 30-35 are based on Text 2. employers might ask for GCSEs/S grades or equivalent quali cations. Receptionists could also move to different areas of hotel work. hotels and chains Many 34 have in-house training schemes that mean receptionists can combine work with study at college.com] Subject : Room Reservation I need a single room with a queen-sized bed for four nights. head receptionist or reception manager. There are quali cations speci cally 33 at this kind of work. c. 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. Some employers prefer mature people with experience of dealing with the public. With experience and quali cations. Review 1 79 . Source: www. Also.com] To : Kirtya Hotel [reservetion@Kitya. 33. receptionists could be promoted to jobs such as supervisor. a. 34. d. Please con rm this for me as I don’t want to have to walk far or deal with cabs. aimed have aim large largely larger big promote promotion promoted promotes Questions 36-40 are based on Texts 3 and 4. d. 32. which can be studied full or part time at college. d. b. b. qualify quali ed quali cations quality particular particularly participant partial aim aims c. 32 in English and Math. a. from April 14 until April 17. c. a. d. do you have a pool and a weight room? Is there a restaurant located in or near the hotel? Thank you for your help. a. c. d.rcpt/hotels. a. 35. b.

d. If you would like to go ahead with your reservation.650. A room with a view of the park. It costs Rp 1. 36. but unfortunately it is currently closed for repairs. We do have a pool. Hotel guests are entitled to a free breakfast there. c. d. Rp 1. A room near the pool. A room with two queen-sized bed. Use of the weight room 41.000 c.100. c. April 14 c. Three blocks b. April 17 37. rather than 42.Text 4 From : Kirtya Hotel [reservation@Kitya. Starting on April 15. Which of the sentence indicates preference? a. Two blocks d. Rp 1. My manager asks me to write a reference letter. Deni doesn't like to apply for the job as a salesman. for the rst night of your stay only. It costs an extra Rp 250.com] To : Irene Sukandar [Irene@messages. I will have to give you a king-sized bed as there are no queens available that night.350. April 15 d.000 39. to than d. located in the hotel. If Irene Sukandar makes the reservation suggested in the hotel e-mail. I prefer working at the of ce working at the factory.000 b. will b. may c. and I’m sure you will enjoy it. a. Rp 5. is able to 80 Communication Builder for Intermediate Level (Grade XII) .000 per night. 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. b. please send me your credit card information as soon as possible. 44.100. how much will she pay? a. b. I like to stay all night to work. I can con rm that we are located very close to the Convention Center. What kind of room does she request? a. It means he do his job well. better than b. poppies. a. than c. c. How far is the hotel from the Conversation Center? a. Breakfast b. just one block further than you thought. Lunch and dinner are also served and can be charged to your room for your convenience. Rp 4. A room for one person.000 d. What is included in the price of the hotel room? a. b. However. I hope this will suit you. Four blocks 40. Rendi prefers become a programmer rather than an operator.com] Subject: Re: Reservation for a Bussines Trip We do have the type of room that you want. you can have the type you requested.000. 38.000. There is a full-service restaurant. One block c. Use of the pool d. When does Irene Sukandar want to begin her stay at Kitya Hotel? a. April 16 b. Room Service c. could d. A : Will you go to the of ce with me? B: a. . It is a very pleasant walk through a park to the center. All his friends believe that he can do his job very well.

51. If Mrs. a. If you 50 for a class after July 17 you will have to pay a Rp 250." means . Sudarmo before 2. a. b. I asked somebody to nish the report d. a. b. will cancel be canceled contact enroll instruct recommend Review 1 81 . calling d. If a class 51 due to low enrollment.00. and classes begin July 18. Our staff is not responsible for searching for you in a directory.45. We cannot 52 if we don’t have this information. b. a. deliver will deliver c. d. d. d. We recommend that you provide your phone number and e-mail address on your course selections is no you longer available. wait c. a.000 late registration fee. delivering delivered for an 48. b. will call this report 49. call c. a. d. the university will contact you. CLASS REGISTRATION REMINDER Class registration begins July 11. I don't want to nish the report 46. nishes Read the text and choose the word that best completes each sentence. a. I’ll have my assistant appointment. I nished the report b. c. has nished b. her secretary will type it. Somebody else nished the report c. Mr. "I could have asked somebody else to nish this report. register to register will register is going to register cancels is canceled c. waiting 47. You will have to have a signed permission letter from the course instructor if you sign up for an advanced level class. called b. 50. c. will nish c. The human resource manager made the two hours. applicant a. Gusman can’t have the package until Saturday. 52. nished d. waited b. waits d.

I already talked to Dani and he doesn’t want to relocate. Nova 53. c. c. we could have it there. Thanks. b. 55. He says the conference room is more suitable for his role-playing activities. 54. Unfortunately Dani reserved it for a small workshop. We need to nd a place for our meeting Wednesday. is was were will be am was c. a.com Re : Where to hold the meeting Antoni. You I would offer her a free lunch or know her.com From : novaarianti@depalma. If the conference room 53 available. Dina Sa ra’s of ce is very big. If I were running a workshop with only ve people I would switch it to the lounge. d. I would ask to use it. a. a. d.To : antonigunawan@depalma. However. b. d. If I 54 friendlier with her. b. don’t you? Why don’t you ask her? If I 55 something for doing it. had been were were here was you were you were me 82 Communication Builder for Intermediate Level (Grade XII) .

Unit 5 Sourc e: ohm y apt.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 ..ap artmen trating s..

3. Then find their meanings. 10. 1. How many words do you hear? Where can you nd these words? Explain the meanings of these words. 3. 7. closure c. signature Activity 3 Listen and write the missing ones. 2. 5. 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. 8. 4. 1. 3. Activity 2 Listen and answer these questions. 4. 1. 2. 2. 9. Who sends the letter? Whom is the letter sent to? What is it about? 84 Communication Builder for Intermediate Level (Grade XII) . letter head inside address salutation complimentary identi cation Activity 4 Listen to the following letter and then answer the questions. Do it in pairs. 6. salutation b. 1. 3. 2. 5. a.Listening Activity 1 Answer these questions based on your experience.

As I mentioned during my nal interview. after which I had planned on a week's vacation. If it is not. I will report for work on Monday. Taken from How to Write a Business Letter Dear Ms. The person receives it will focus on the substances of the letter. In the mean time.. Thank you for making the offer. Sincerely. 551 N. Clinton Clinton B.Activity 5 Work in groups and study the following letter. the rental unit I am moving into will not be available until the middle of June. Listen to your friends’ opinion. May 24. please let me know. Assuming that this is still acceptable. LLC 821 Wazee Street Denver.500 per year. 85 . Johnson Dear Sir . Thank you again. I am excited about this opportunity and look forward to being part of the Architectural Wonders team. however. I will make the daily commute from Fort Collins. My arrangements for relocating to Denver are underway. 2007 Ms. Discuss what the letter is about. Co 80521 April 30.. Cynthia Wood Director of Human Resources Architectural Wonders. CO 80204 Know Your Stuff A business letter should clearly describe its purpose in detail. graduation is May 15. Wood: I am pleased to accept the architectural drafting position starting at $26. Whedbee Street Fort Collins.

You have to sell your product to costumers. Egi Suhendar here. please? Secretary : What is it about. Well. Mr. she is not available now. I would like to offer some products and services that will help your company cope with such problems. Could I speak to the manager. Secretary : Oh I see. I work for LCP (Liquid Control Product). Find a business letter. Activity 9 Read the following dialog and practice it with your friends’. offering product by phone or letter? Why? Give your reasons. What will you say? You are a sales person. 2. Read the letter while your friends listen. Activity 7 Speaking Activity 8 Read the following situations and answer the questions. calling from Bandung. Secretary : Good morning. Here is a telephone conversation between a secretary of Smart Chemical Company (SCC) with Mr. Suhendar : Could you tell me when I could reach her? 86 Communication Builder for Intermediate Level (Grade XII) . You want to buy and order it by phone. How can I help you? Mr.Activity 6 Listen to the statements. please? Mr. 1. You read an advertisement in the newspaper about a new modern LCD TV. Suhendar : Good morning. 3. Suhendar : Well. What is the letter about? Note down the important information in the letter. SCC. Our company is a leader in safety from leaks in the eld of chemical processing. Bring it to your class. Choose whether each the statement is true (T) or false (F) based on the letter in Activity 5. What will you do? Which do you prefer. Egi Suhendar from Liquid Control Product (LCP).

But the amount of discount will depend on the number you order. For example. but if I were you. Goodbye. Agi Lani : Good morning. What are the terms of payment? : We accept letters of credit. When will I have the goods? Mr. it is. Mr. I read your advertisement on the Internet about your new product. Mr. MELONE Co. Ltd. : Fine. Agi Lani Mr. Thank you.Secretary : I'm afraid she'll be away in Iowa City for the next few days. : Yes. How about the shipment? : We'll send the products after receiving advance payment of not less than 50% of the total payment. Pratama Agi is speaking. Identify the expressions of offering products. Agi Source: Pilar. Activity 10 Answer the following questions orally based on the dialog in Activity 9. May I have your number? : It's 022 70027242. Suhendar : Could I possibly have her cell phone number? Secretary : Yes. : What product do you actually mean? : High Speed Chip Mounter. 3. Secretary : Bye.. 87 . that's a great idea. : Good. 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. 5. Suhendar : OK. Mr. if you order more than 5 units. 4. I'd like to order some.. I wonder if the discount is still valid. we'll give a discount of about 5%. I'll send the fax immediately. Agi Lani Mr. Agi Lani Dear Sir . I'm Lani from Kajang Electronics. we'll order ten units. Can I help you? : Good morning. 1. 2001 Lani Mr. Suhendar fax to SCC? Activity 11 Read another dialog carefully and act it out with your friends. 2. I would just fax details of products and services together with references from other companies through this number. December 4.

Then complete the following form. : You're welcome. Ms. Activity 12 Work in groups and read the dialog once again. 1. 2. 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)/ 88 Communication Builder for Intermediate Level (Grade XII) . Agi Lani : One week after we receive the payment. : Thanks for your order. Lani. Name of Product Discount Terms of Payment Shipping Procedure Shipping Time Con rmation Method : : : : : : Name of Products Ordered : Pronunciation Practice Activity 13 Pronounce the following words correctly and find their meanings in your dictionary. : Alright. Agi Lani Mr. 3. 10. 4. could you possibly con rm your order through fax? The number is 021 253352. 6. 5.Mr. 9. 7. 8.

If you cannot ship the complete order within 10 days. 2007 Better Widget Makers. I can be reached at (303) 954-0202 #35 Quantity 100 300 50 Ref. Inc.56 $6.00 $1.50 Thank you.Activity 14 Read and study the following letter carefully. please notify me immediately. Jim Jim Dandy..# AB045 XT111 NT066 Description Tiny Blue Widget Deluxe Yellow Widget Super Deluxe Red Widget Price $2.913. Jr.00 $307. 34th Street Greeley. CO 80456 Attention: Sales Department I would like to order the Widgets listed in the table below.00 Total: $1. 5555 Widget Avenue Silver City.. Dandy Manufacturing. CO 80631 February 3. General Manager Dear Sir . I would like this order to ship COD complete.15 Total $238. The reference numbers are from your 2006 catalogue. 89 .386.38 $4. What is the letter about? Discuss it with your friends. Inc. 2525 E. Please include a new catalogue with my order.

3. Then find their meanings/Indonesian equivalents. 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)/ 90 Communication Builder for Intermediate Level (Grade XII) . 7. 4. 10. 1.Activity 15 Read the letter once again and report to the class the content of the letter according to the following questions. 8. 4. 1. • • • • • • • 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. 2. 3. 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? Activity 17 Read the following kinds of business letter. 9. 6. 2. 5. 5.

but not in English or French.Activity 18 Read this business letter carefully.purdue. http://www. I am writing to request replacements for the missing parts. Surf the Net! Writing an effective business letter is an important skill for every manager and business owner.write101.com/businessletters. Manado 95118 May 26.htm. after viewing the components that came with the product.edu/owl/ resource/653/01/.. If reasonable arrangements are not made within ten business days. Also. Work in groups.Z. http://www. the instructions that came with the tent are in Portuguese and Russian. I will return the tent to the store I purchased it from and expect a full refund. Klara Agusta Jalan W. I have purchased other toys manufactured by your company in the past. 91 . Sincerely.com/ businessletter. I discovered that four of the parts were missing. Klara Klara Agusta Enc: 2 Dear Sir . These two unforeseen problems have resulted in the tent remaining un assembled and unacceptable as a toy for my daughter.. and a copy of the full set of assembly instructions (in English or French) for the model I purchased.htm. Denpasar 80223 Dear Customer Service Representative: I recently purchased one of your Tiny Tents (Model #47485) for my three-year old daughter. and that any future purchases I make will live up to the standard my family has come to expect from your company. Find some overviews that examine the main steps in creating an effective business letter at http://owl. To assist you in processing my request. and have always been impressed with the quality and selection that Tiny Tots has made available to its customers.businessletters. the two languages I speak. Johanes No. Unfortunately. english. 50 Sesetan. 2007 The Tiny Tots Toy Company Jalan Ceningan Sari No. I sincerely hope this is a one-time incident. 621 Kel. Bumi Nyiur. I am including a copy of my sales receipt and a list of the missing parts. Identify what kind of letters this is.

com 2. Although 24-pound with 100+ brightness is a little more expensive. Agusta purchase Tiny Tents manufactured by the Tiny Tots Toy Company? a. have always had an impressing quality. b. Two. 4. Three. 1. Agusta ask for? a. 3. What might make Mrs. b. Print the letter on only one side of the paper. d. A new toy of the same model. Use 1" margins on all four sides. She recently purchased a toy for her daughter.writeexpress/ businessletter. c. A business letter should be single-spaced and if possible. The owner of the Tiny Tots Toy Company. How many problems does Klara Agusta have with the toy she purchased? a. The shopkeeper of the store where she purchased the toy. which she has purchased. d. c. A refund. Which is NOT TRUE about Klara Agusta? a. it will make a better impression than everyday copy paper. b. Use a serif font such as Times Roman (12 point) or Georgia (11 point). The toys have a low price. The toys manufactured by the company. c. The worker who made Tiny Tents. She found the components of the toy she bought were incomplete. d. c. A copy of her sales receipt. Four. 5. d. d. What does Mrs. Know Your Stuff When creating business letters. Taken from www. The customer service representative of the Tiny Tots Toy Company. use 8 1/2' by 11' unlined paper. typed on a computer. Whom does Mrs.Activity 19 Choose the best answers to the questions based on the letter in Activity 18. Agusta write the letter to? a. b. b. The missing parts of the toy and its assembly instructions in English or French. The design of the toy is impressive. 92 Communication Builder for Intermediate Level (Grade XII) . She speaks four languages. She wrote the letter because she didn’t understand the assembly instructions. One. c. The toys are easy to assemble.

6. We have sent the missing parts and the assembly instructions in English and French. Manado 95118 Dear Mrs. letter head date line inside address 4. After checking. Johanes No.Z. Thank you for bringing the error to our attention. Diana I Gusti Putu Diana Supta Customer Relations Activity 21 Work in groups and identify the following parts of the letter in Activity 20. Sincerely yours. we discovered a number of glaring errors he had made.50 Sesetan. Please accept our sincerest apologies on the inconvenience concerning the missing parts of our product and the instructions. The Tiny Tots Toy Company Jalan Ceningan Sari No. I can assure you that action has been taken to remedy the problem. 2.. Bumi Nyiur. Klara Agusta. Your parts of Tiny Tents and the assembly instructions should be arrive shortly as they were sent May 29.Activity 20 Read and study the letter from The Tiny Tots Toy Company in reply to the letter from Mrs. Denpasar 80223 May 30.621 Kel. As a token of good faith we would like to offer you a gift certi cate of Rp100. 1. 3. We hope that this will be a satisfactory solution. 93 .000 of toys at the store you purchased Tiny Tents.. We hope that this will help compensate for any inconvenience the problem caused. 5. salutation closure complementary Dear Sir . 2007 Klara Agusta Jalan W. Agusta.

send you information. The paragraph or paragraphs in the middle of the letter should contain the relevant information behind the writing of the letter.Writing Activity 22 Answer these questions based on your experiences. Then paraphrase it. Write the main points of the information. request something.to refund.to make an enquiry. 5. 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? Activity 23 Study the following information before learning how to write a business letter. 94 Communication Builder for Intermediate Level (Grade XII) . so keep the information to the essentials and concentrate on organizing it in a clear and logical manner rather than expanding too much. Most letters in English are not very long. 2. The last paragraph of a formal letter should state what action you expect the recipient to take. etc. etc. Content of a Formal Letter The rst paragraph should be short and state the purpose of the letter. 4. 1. 3. complain.

I am looking for just such an arrangement. Thanks again. Work in groups. It seems to have everything I need. Ida 7. please speak with my assistant. Ida Linggodjiwo Purchasing Agent CC: Ani Rifai Activity 25 Complete the following acknowledgement of order using the words in the box. Better Widget Makers. 2. 1. 3. 61 Pontianak 78251 October 1. Then notice and study it. 2007 Mr.Activity 24 Read and study the following business letter and identify the parts of the letter. Jalan Garuda No. 6. Should I be unavailable when you call on Friday. Wisesa: I received your price information packet today and appreciate its prompt delivery. You mentioned deeper discounts in consideration of an annual contract. 62 Pontianak 78116 Dear Mr. Ani Rifai. 5. Inc. 4. 95 .. • • • • • raw materials delivery unsuccessful part number back-order • • • • • inventory quarter-inch are pleased penny production Dear Sir .. She keeps my calendar and will assist you in making an appointment. Sales and Marketing Golden Bread Company Jalan Karimata No. Putra Wisesa Vice President.

However. Otherwise. we could substitute 8 XJ223345KU. We have tried.000 2 nuts. We apologize for your inconvenience. Box 1078 Cirebon 455135 Dear Mr.Sumberejo Nuts and Bolts P. Sincerely. we are unable at this time to ful ll the order. If you like.com to receive your order for 10. Asmasubrata. Box 3445. business letters.O. We has been depleted and that Our present 3 nut is now in 4 until mid-July. to nd an alternate source of raw materials. 1 Pratiwi Pratiwi Atmodirono Production Head 96 Communication Builder for Intermediate Level (Grade XII) . Our supplier of 5 is unable to supply the materials until July 1. Semarang 50254 April 1. You can see and learn the various types of business letter at http://www. we will keep your order and rush it to you as soon as we can start 10 on these nuts again. 2007 Permana Asmasubrata Sentosa Hardware Distributions P. Thank you for your understanding in this matter. Surf the Net! There are many kinds of business letter. but were 7 . part number XJ223345KU.O. thus pushing us back to mid-July for possible 6 . It is a 9 higher in price per unit.

Activity 26 Study the following letter of complaint and the reply. We were kept waiting a further thirty minutes before we were served. 05 Pematang Siantar 21147 Dear Mr. we were made to wait for forty minutes for a table.. Dear Sir/Madam Solve It! Identify the underlined word or phrase that that should be corrected or rewritten. Susi Sunaryo. Susilo I wish to personally apologize for your unfortunate treatment by our employee. 2008 Edi Susilo Jalan Kertas Sampul No. Last Saturday. she became rude. Sunaryo of her position. we have relieved Ms. Back to School Midyear Sales at Bros! Prices are more lower a I wish to lodge a complaint against one of your waitresses called Susi Sunaryo. Discuss it with your friends. Her actions toward you were totally inappropriate. Apology Action taken Dear Sir . I hope you will take the necessary action on this matter. We value our customers and hope that this token will help compensate for the disappointment you felt. Thank you. I was very upset by the treatment we received. b Come for anything you need c at school. 130 Padang Sidempuan 22717 April 15. 97 . We would also like to offer you a voucher for Rp200. We are increasing our training in customer relations for all of our employees to avoid just such a problem occuring again. When I complained to the waitress.000 of dinner at our restaurant. Yours truly. Although there were not many people at the restaurant. Because of this situation. than those of other stores in town. Last Saturday I took my family for a meal at Black Dahlia Restaurant.. d Taken from Ujian Nasional 2005/2006 Edi Edi Susilo BLACK DAHLIA RESTAURANT Jalan Merdeka No.

Although she said they had non-slip soles and were fully waterproof.Thank you Thank you for your understanding. Sincerely yours.9 Palembang 301237 2 May 2007 The Manager Achilles Footwear Jalan Cemara No. Ratna Ratna Pradipta Activity 27 Write a reply letter to the following letter of complaint.000 and would appreciate a refund or a pair of genuine waterproof walking shoes as replacement. my feet were soaked when I wore them in the rain yesterday. We hope that this is a satisfactory solution to the problem. I enclose the receipt for Rp185. Defective Shoes I am writing to complain about a pair of shoes which I purchased last week from your shop.39 Palembang 30245 Dear Sir/Madam. Jalan Proklamasi Blok J No. Your sales assistant recommended these shoes for walking. Pandu Pandu Kurniawan 98 Communication Builder for Intermediate Level (Grade XII) . Yours faithfully.

(= It rained a lot but they . Modi ed block style: Down the middle of the page. 5. After in spite of (or despite) we use a noun. The heating was full on. Dear Editor. The followings are the elements of a standard business letter and their functions. Inside Address: Leave two blank lines after the date. closing. being very tired. we carried on walking. Dear Madam). 3. align other elements on the left page margin. and typed name. Dear Sir . 4. they enjoyed themselves. there is no need to retype the information. Always spell out the month and include the day. all my careful plans. If you don’t know the name of the person.. 1. Return Address: Your address (or the address of the company you represent). 2. use a title instead (i. align the return address. It rained a lot but they enjoyed themselves. Know How to Writing Business Letters There are two main styles of business letters: Full block style: Align all elements on the left margin. a pronoun (this/that/what etc. End the line with a comma.Grammar Review Although or In Spite of Study the sentence. I had planned everything carefully. date.e. my feet were soaked when I wore them in the rain yesterday. • Although she said they had non-slip soles and were fully waterproof. they enjoyed themselves. Salutation: Type Dear. You can say: • Although it rained a lot.. and the year. signature. If you are using preprinted stationary. After although we use a subject + verb. Then type the address of the person or company to whom you are writing.. but this the house was still cold. 99 . Study this example situation: Last year Jaka and Joni spent their holidays by the sea.) or -ing Activity 28 Complete these sentences with although or in spite of. a lot of things went wrong. followed by the person’s name. I love music I can’t play a musical instrument.. Date: Leave two blank lines after the return address... a comma.) or • In spite of / Despite the rain. a lot of things went wrong.

Signature .Inside address . Can you mention examples of business letters? 3. Signature: Your signature should appear below your closing. they enjoyed themselves. Sincerely.wikipedia. you may answer the following questions to check whether you have comprehended the learning materials in this unit. then use a conventional closing.com Summary: Revisit This Unit Understanding simple business letters • Element of a standard business letter . 100 Communication Builder for Intermediate Level (Grade XII) . What have you learned in this unit? 2. use both your rst and last name. Make sure that each paragraph is clear and concise.Return address . Skip a line before starting a new paragraph. Can you mention elements of a standard business letter? If you nd some dif culties while answering the questions. Respectfully). • Although it rained a lot. 1.Body: Align your message on the left margin.Salutation . Closing: Leave two lines of space after your last body paragraph. but do not indent the paragraph's rst line. Taken from www.Closing . Unless you have established a personal relationship with the person you are writing..e.Date . followed by a comma (i.Body Grammar review: Although or in spite of. Reflection on Your Learning After doing all activities. you can discuss them with your friends and consult your teacher.Abbreviations at the end of a letter . Sincerely Yours.Name and position .

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 .

: 4 Ita 102 Communication Builder for Intermediate Level (Grade XII) . • Test it. Compare your answer with your friends. 3. mark the position of the object you want to hang on the wall. Then make a hole for the wallplug. 2. : 3 : First. Complete the dialog using the questions you hear. 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? Activity 2 Listen to the tape. Activity 3 Listen to the tape. Begin like this: 1. Work in pairs. You can use a pencil or nail. Switch off the power. • Take it out of the socket. Put these instructions into the correct order. 2 : : Because they give the screw a good grip. • Look at it. • Turn the bulb anti-clockwise. 1.Listening Activity 1 Look at the picture and answer the following questions. Ita Nova Ita Nova Ita Nova : 1 : They are for xing screws to brick walls or concrete walls.

Nova Ita Nova Ita Nova

Ita Nova Ita Nova Ita

: 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!

Activity 4

Listen to the following short procedures and decide whether each of these statements is true or false.
1. 2. 3. 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.

4. 5.

Activity 5

Work in groups and listen to another procedure. Then complete the following table based on the text you have heard.
Activities Pest control Noti cation Technicians work Time Schedules

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.

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?

Activity 7

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 c. join/cables d. check/concrete/dry e. check/width/shelf f. paint wall Method 1. twist/tightly 3. drill/carefully 4. measure/carefully 5. pull/ rmly 6. spread/evenly Tool A. electric drill B. nger C. pair of pliers D. brush E. ruler

b. make/hole/steel plate 2. press/gently

104

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. robot /ˈrəʊbɒt/ rubbish /'rʌbɪʃ/ x /fɪks/ nut /nʌt/ bolt /bəʊlt/ wire /'waɪə/ thoroughly /ˈθʌrəlɪ/ dirt /dɜ:t/ leak /li:k/ tap /tæp/

Activity 9

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?

Source: CD Image

Activity 10

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

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Kimberly : A lot. assistant principal. Davis : Anyway. Dr. Employees are now given an opportunity to request any change for working hours and arrangements. These will be applicable only to those who have continuously worked for the university for at least one year. Davis : Sounds interesting. The personnel manager will hold a meeting to discuss details about this. Mr. Kimberly : Of course not. Mr. Kimberly : Well. Dr. Kimberly : Mr.• • Each principal should obtain a metal stamp kit or an electric vibrating engraving tool to be used in identi cation of keys. I'd like to brie y describe the new working procedures that are hoped to be more exible. or any other individual who is authorized to access the box. All areas should be left on the master system except areas of the principal's of ces and the vault. Dr. will these new procedures be put into effect for all employees? Dr. Davis : Please do. Mr. 106 Communication Builder for Intermediate Level (Grade XII) . Kimberly : Any request that is made and accepted will make a permanent change to contractual terms and conditions. Grand Masters should not be duplicated except by Service Center personnel and should be issued to a select group. The building should be keyed for zones and sub-zones to ensure security in case a key is lost or stolen. Davis. Pay attention to your intonation. Mr. the spirit of these new working procedures is to offer some exibility for university employee in order that they can maintain the quality of the service to the students and other clients. Go on. On behalf of the university management. Activity 11 Read the dialog and practice it with your friends. Davis : What are the major changes? Dr. The key box must be maintained in a de nite order such that the code book could be interpreted by a locksmith. One of them is working hours and working arrangements. I'm listening.

The fuse carrier will be slightly blackened.Reading Activity 12 Answer the following questions. can you follow a written instruction? Activity 13 Work in groups of four. Remember to choose a new length of fuse wire of the carrier in a clockwise direction. 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. 3. 4. replace the carrier in the fuse box. find the fuse box. and why. 1. Finally. screw both nuts tight. Inside is a row of white objects. These are the fuse carriers. take out the broken bits of wire. Turn on the main switch and put on the lights. Then turn the carrier round. Pull out the fuse carriers one by one to see if the wire is broken. Next. 2. The fuse is broken when you can see the two burnt-out ends of wire. Then make sure you turn off all the main electric switches. Taken from English Form 4. Twist the wire round the other end in the same way. The fuse wires are fixed inside them. 1990 - - - Keep Up the Good Work 107 . Now open he door of the fuse box. Text 1 Mending a Fuse First. Hold the fuse carrier firmly and loosen the nuts. After that. Decide which sets of instructions you prefer.

put the carrier back.Text 2 Know Your Stuff A typical SOP contains the following elements: • purpose and scope. 7. 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? 108 Communication Builder for Intermediate Level (Grade XII) .hawaii. 4. • copies of forms to be used. • de nitions. Next. • records to be kept. • materials and equipment needed. • step-by-step procedure with identi cation and emphasis of "critical steps". Taken from www. Finally. 6. 2. • references. find the fuse carrier with a new one. You must always use the same thickness of wire. turn on the main switch on the lights. 1. you will first have to open the fuse box. Always wind the wire in a clockwise direction. 1990 Activity 14 Answer the question based on the text in Activity 13. • who is responsible. To change the fuse wire. Taken from English Form 4.edu/ ehso/bio/theSOP fuse box 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. 5. • safety concerns. 3.

sekering tombol kawat melepaskan mur searah jarum jam memilih ujung menyalakan lampu Activity 16 Answer the questions based on your experiences. 5.Activity 15 Find the words in the texts in Activity 13 which have the following Indonesian equivalents. 4. 1. 7. 9. The text is a procedure of a general warehouse in a private school. 3. 1. General Warehouse Procedures • Topic: Chairs for Loan • Topic: Furniture in Portable Classrooms • Topic: Special Requests Keep Up the Good Work 109 . Work in groups. 2. 4. 3. 6. 2. 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? Activity 17 Read and study the following paragraphs and match them with their topics. 10. 8.

then an R-40 should be submitted requesting the appropriate furniture. The request must identify both the delivery date to a school and the date of pickup for return to the warehouse. a.. you would have seen the next instruction Taken from Ujian Nasional 2005/2006 Paragraph 2 The number of black stacking chairs available for loan are limited. you would see the next instruction c. . Thank you. graduation exercise at a stadium).) In the event the furniture is not adequate for the grade/program. When your school orders chairs from the Service Center. the same chairs must be stacked and counted. What's next? Bowo : Do you see the "start" button on the machine? If you press it. Solve It! Mela : I have already put the letter here. It may be necessary for the school to borrow chairs from another school.. you will see the next instruction b.Paragraph 1 Furniture in portable classroom shall be transferred with the trailer.. 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. (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. you would see the next instruction d. The warehouse will do the pickup and delivery. The R-40 should include a statement of justi cation of why the furniture received with the trailer is not usable. yes. Mela : Oh. Blue chairs will no longer be loaned. Paragraph 3 All special requests must be submitted on a Work Request. 110 Communication Builder for Intermediate Level (Grade XII) .g. 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. Priority will be given to Board of Education programs and to other school programs where seating is normally not available (e.

The water does not ow. If the stop tap 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. check the tank. If it is closed. They might be clocked. But if it is open. 1.Writing Activity 18 Study the text and then answer the questions. what do you do rst? The stop tap below the sink is open. rst check the stop tap. 4. 2. switch on the pump and ll it. No Open it. check the tank. you should check the pipes. 5. you should open it. you should open it. 3. Is the stop tap open? Yes Check the tank. If the water does not ow. If the tank is empty. If the stop is not open. what do you do? Activity 19 Study the chart and its explanation. But if it is full. Keep Up the Good Work 111 .

2. 112 Communication Builder for Intermediate Level (Grade XII) . a Yes b No a. c If the switch is working. But if the switch is not working. c.Activity 20 Complete these charts in the same way as the one in Activity 18. switch on the electricity. 1. 1. Is there any water in the tank? No Fill it. c. c If the switch is working. But if the switch is not working. b. you must repair it rst. b. like the ones in Activity 19 about these charts. a Yes b No a. Yes Turn on the tap. Activity 21 Make sentences. you must repair it rst. switch on the electricity.

• Switch on the electricity. Are the pipes blocked? Yes Turn on the tap. No Insulate them.2. edu/~kaf3/sops/sop2. to tell or ask people what to do.lehigh. negative imperatives are constructed with do not (don't) + in nitive. Surf the Net! The term standard operating procedure. abbreviated as SOP. Imperatives are used. • Repair it rst. industry and military. for example. and to express wishes for people's welfare. Grammar Review Imperatives Study these sentences.html. No Fill it. You can learn more about SOP at http://www. education. • Don't use these broken wires. is used in a variety of different contexts: healthcare. to make suggestions to give advice or instructions. • Check the stop tap. open. In the sentences above the verb forms check. to encourage and offer. Af rmative imperatives have the same form as the in nitive without to. switch. Keep Up the Good Work 113 . Are the wires insulated? Yes Touch them. repair and don't use are called "imperatives". etc. 3. • Open it.

Push the switch upwards. Push the switch downwards. d. Write in Arabic. Write from right to left. Are the tools in the boxes? 4. Use the word check. c.Activity 22 Change the questions into instructions. 4. 1. b. f. 3. Write in English. Switch off the power. 2. Is the mains switch off? Activity 23 Match the instructions with the ones in the box. Turn it clockwise. a. Switch on the power. Write from left to right. Turn it anti-clockwise. Loosen the nut. Are the windows and doors closed? 8. Are the re buckets full? 5. NOTICE Check these things before you leave the workshop. Is the oor clean? 3. 1. 6. e. Tighten the screw. Are the goggles in the store room? 6. 2. Is the store room closed? 7. Are all the machines are off Check that all the machines are off. 114 Communication Builder for Intermediate Level (Grade XII) . 5.

such as trade standards. Have the employees themselves review the drafts for additional suggestions. Use simple language and avoid describing multiple steps in the same sentence. Also include an issue number generated by change control. de nitions of terms or abbreviations used in the SOP. Step 4: Prepare a header on the rst page. Step 2: Prepare a rst draft. It must include the company name and business unit logo." Include columns for the issue date of the SOP. Email the SOP to the document control department and the manager responsible for implementing the procedure. It ensures that routine jobs get performed safely and in compliance with applicable regulations. Step 7: Finish the SOP by describing the procedure in short steps. "Amendment History and Approvals. The description of changes brie y should summarize any revisions made to the SOP since its creation. Step 6: Begin the second page with the purpose of the SOP. This way. Determine if any large steps can be broken down into smaller steps. department manager and the Quality Control manager. You can write an authoritative Standard Operating Procedure by following these steps. This draft should map out all necessary steps in the procedure. employees who normally read and perform one step at a time must preview the job from start to nish before beginning. description of changes and signatures for the SOP originator. Each revision must be signed by its initiator. Step 5: Create a table directly under the header entitled. Step 3: Write the rst page including a short introduction giving an overview of the entire job. Once the task has been detailed. the contents of the document.Know How to How to Write a Standard Operating Procedure A Standard Operating Procedure. or an "SOP. document title. Include its scope. responsibilities of personnel involved in the procedure and references to documents the SOP relied upon." is a document containing instructions on how to perform a task. Step 1: Ask employees using the SOP for their input on how the job should be performed. date the document and have it signed by the appropriate regulatory personnel. Expect the document to undergo several drafts before a nal can be generated. Keep Up the Good Work 115 . date of creation and speci c document number as assigned by document control personnel. Create a simple ow chart to serve as a valuable rst draft.

116 Communication Builder for Intermediate Level (Grade XII) . you may answer the following questions to check whether you have comprehended the learning materials in this unit.safety concerns .materials and equipment needed .who is responsible .de nitions .purpose and scope . Reflection on Your Learning After doing all activities. 1. Grammar review: Imperatives • Check the stop tap.step-by-step procedure with identi cation and emphasis of “critical steps” .record to be kept . What are the elements of a typical SOP? If you nd some dif culties while answering the questions. What have you learned in this unit? 2.Summary: Revisit This Unit Understanding standard operating procedure (SOP) • Element of a typical SOP . • Open it. you can discuss them with your friends and consult your teacher.references. What does SOP stand for? 3.copies of forms to be used .

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 .

We will.Listening Activity 1 Listen to the information and answer these questions. WY 82676 August 30. 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? Activity 2 Listen to the reading of the letter and complete it. we have lled all of our 5 positions 6 and do not any change in staff in the near 7 . we recently through a major 4 However. #3 Casper. 2. 2007 Kelly Flanders 1795 Hisper Ln. keep your 8 on le for future reference should an opening arise. Casper. WY 82676 1 Ms. Thank you for your 9 . 1. please call me. Flanders. 3. however. If you have any 10 . First National Bank 223 Ames. As you may know. Hiram Hiram Scott Vice President Human Resources 118 Communication Builder for Intermediate Level (Grade XII) . 4. What kind of business letter is it? Discuss it with your friends. 5. I am sorry to 2 you that we could not 3 you as bank tellers. Sincerely.

complimentary /ˈkɒmplɪˈmentri/ 7. identi cation /əɪˈdentɪfɪˈkeɪʃn/ 10. date line /deɪt laɪn/ 3. 7. body of letter /ˈbɒdɪ əv ˈletə(r)/ 2. Then identify the following parts of letter. 3. Then arrange them into a good order of the letter.Activity 3 Listen to the following parts of business letter. The type of the letter is an order letter. enclosure /ɪnˈkləʊʒə(r)/ Activity 4 Look at and study the letter in Activity 2 once again. printed name. attention line /əˈtenʃn laɪn/ 4. Letterhead or sender’s address Date Inside address Salutation or greeting Letter body Complimentary closing Signature. Sincerely Yours 119 . inside address /ˈɪnˈsaɪd əˈdres/ 9. 3. signature /ˈsɪgnətʃə(r)/ 8. 5. The item were not requested are latest brochures and products sample Persada Multicom wants to distribute software. Work In groups. 1. 4. letter head /ˈletə(r) hed/ 6. Global software company sells computer services. 4. Persada Multicom is a software product company. and position of sender Activity 5 Listen to the short business letter and decide whether the following statements are true or false. 6. 2. 5. 2. 1. salutation /ˈsæljuˈteɪʃn/ 5. 1. Compare your answers with your friends’.

1. 9. 6. 5. 1 2 3 4 Source: Publisher's Documentation 1. 8. 5.Speaking Activity 6 Look at the pictures and answer the questions. 10. 3. 2. 7. 3. 4. 4. 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. 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)/ 120 Communication Builder for Intermediate Level (Grade XII) . 2.

1. 5. And see the working hours. No experience required. Wina : Mel. I heard from my uncle that there is a job vacancy that may be appropriate for us. Then answer the question orally. It seems promising. Sincerely Yours 121 .Activity 8 Know Your Stuff When you are looking for a new job. And when your new job comes along. what's up? Wina : Bring it here. 3. 1. Taken from TOEIC Test. right? Meli : Yup. Net working allows you to learn about new areas to pursue and to nd out which companies may need someone with your skills.00-15. That's us. Questions the interviewer will ask 2. 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? Activity 10 Work in groups of four and list two sets of job interview questions. Meli : No kidding? Wina : Come one. Meli : Oh really? Wina : Come on. Only from Monday to Friday from 09. Questions the applicant should ask Now take turns reading questions and giving answers. Wina : That's cool. Look. Wina : See. 16-19 years old. Then create a role play of a job interview. Meli : Let's write the letter. you must talk to as many people as you can who work in your eldor in related elds. 6. Here you are. 8. Networking is a fun and easy way to nd out about new opportunities. you will already know some of your collegues. 4. Use your interview questions. Activity 9 Read the dialog again. Also there's a subsidy for a canteen staff and a discount staff.2007 Read the dialog carefully and act it out with your friends’. This is called net working. Then present your role play to another pair. Meli : Alright. A new supermarket requires some general clerical assistants. 7. do you have today's paper? Meli : Yes.00. 2. Take it.

8. the business letter will be the rst impression that you make on someone. e-mail messages. and an overly obvious attempt to be causal and informal may strike the reader as insincere or unprofessional. writing that is too formal can alienate readers. In most cases. Writing for business. social sciences. as in all writing. Always remember. In business writing.com Activity 12 Read the text in Activity 11 again and find the words/ phrases that are antonymous to the following words. conversational style often found in e-mail messages to a familiar co-worker. unclear /ʌnˈklɪə(r)/ hesitant /ˈhezɪtant/ wordy /wɜ:dɪ/ lazy /ˈleɪzɪ/ formal /ˈfɔ:ml/ unsuitable /ʌnˈsu:tabl/ honest /ˈɒnɪst/ insigni cant /̩ɪnsɪgˈnɪfɪkənt/ 122 Communication Builder for Intermediate Level (Grade XII) . to the more formal. It is essential to understand that writing for a business context or audience can be distinctly different than writing in the humanities. Work in groups. your writing must still adhere to the conventions of standard American English by using conventional spelling and standard grammatical forms. speci c and accurate. 4.Reading Activity 11 Read the following text and guess what the text is about.edu. For this reason it is important that you are diligent in your task of writing an effective business document. legalistic style found in contracts. Even though business writing is possibly less formal than it once was. Source: www. 7. Business writing varies from the chatty.bsnss22. a style between these two extremes is appropriate. knowing your audience is critical. 2. 5. 6. In the majority of memos. or other academic disciplines. 3. and letters. It should be to the point. 1.

edu 1.job. Conventions of Standard American English include writing styles.Activity 13 Read the text in Activity 11 again and decide if each of the following statement is True or False. 4. and it requests an interview. 3. Messages to a coworker are less formal than language used in contracts. it convinces the reader that you are a quali ed candidate for the job.appli. 6. In business letters. 4. a sales letter. 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 successful application letter accomplishes three tasks: It catches the reader's attention favorably. 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 14 Read the following text about application letters carefully and answer the questions. 2. An application letter is a cover letter. 5. with no wasted words. 3. and a marketing tool all in one and it should accompany a professional resume any time a person applies for a job. Source: www. the message should be expressed in clarity. Business writing is now certainly less formal that it was in the past. Knowing audience in writing business letter is not important. 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. 1. Business letter writing is relatively similar to writing in social sciences disciplines. 2.

as described in the enclosed resume. I am a recent graduate of Devry Institute of Technology in Atlanta with an Associate’s Degree in Computer Science. B11 Chapel Hill. You can reach me at my home address. Raymond Raymond Krock 124 Communication Builder for Intermediate Level (Grade XII) . at (919) 2331552. NC 27708 Dear Human Resources Director. Activity 16 Sincerely. 6123 Farrington Road Apt. NC 27514 January 11. Then complete the statements that follow. I served as a computer consultant at the college's computer center where I helped train computer users on new systems.Activity 15 Read the text again and identify the main ideas and supporting ideas. Read and study the application letter below carefully. In addition to having taken a broad range of courses. are well suited to your company. My technical-writing skills. Inc. I will be happy to meet with you at your convenience and discuss how my education and experience match your needs.alumni.edu. 694 Rockstar Lane Durham. I understand that Taylor produces both in-house and customer documentation. I just read an article in the News and Observer about Taylor's new computer center just north of Durham. or at krock@devry. I would like to apply for a position as an entry-level programmer at the center. 2007 Taylor.

c. . • excellent communication skills. 5. 6. Taylor produces .1. representing the company at conferences and media events. preferably in marketing. The sender found the vacancy in He would like to work for . Mail you resume and cover letter to Anton R. 7. Required quali cations • a degree from a four-year college or university. he worked in . b. including experience giving presentations. He graduated from . 3. WESTINGHOUSE JOB OFFERING MARKETING REPRESENTATIVE Indonesia’s fastest-growing teenagers’ clothing company seeks a marketing representative. Previously. preferably clothing. He would like to meet the director to talk about He can be reached at . 2. Position requires travel approximately one week per month. Then answer the questions by choosing a. • at least one year of experience in sales. Poniman Recruiting Coordinator WESTINGHOUSE Jalan Gunung Latimojong 135 Makassar 90145 Sincerely Yours 125 . or d. 4. He lives at . Activity 17 Read the advertisement and the letter. 8. .

writeexpress/ ndajob. unfortunately you don’t meet all our required quali cations. but your time there is just half of what we ask for as a minimum. unpaid internship. However your resume also shows some of your strengths. Anton Anton R. Giving presentations. You have the degree we are looking for. Which of the following is NOT a duty of the advertised job? a. c. 2008 Nova Wahyuni Jalan Sriwijaya No. I look forward to hearing from you. • Always go to the interview alone. • Let the interviewer direct the conversation. d. Therefore. b. Since you just graduate last month. we would like to offer you a position as an intern.23 Semarang 50442 Dear Ms. Contact me by May 5 if you are interested in accepting this position. Attending conferences. but not the experience. Recruiting new staff. Show how your experience and training will make you productive in the shortest time with minimal supervision. Poniman WESTINGHOUSE Jalan Gunung Latimojong 135 Makassar 90145 April 28. In addition. This is a three-month. You have excellent grades and have been active in your campus’ marketing club. Taken from www. I think this would be a great opportunity for you career. Wahyuni: Thank you for applying for the position of marketing representative. • Express your interest in the job and the company using information you gathered to prepare for the interview. Your sales experience in an electronics store is a good background. 126 Communication Builder for Intermediate Level (Grade XII) . Traveling every month. Although your resume shows that you have good preparation for a career in marketing. Poniman 1. We appreciate your interest in Westinghouse. • Answer questions in a clear positive manner.com Anton R.Know Your Stuff Tips when you're going to interview • Don't overdress or look too informal. Sincerely. you have no experience in clothing sales.

speci cally your work experience. What eld did Nova get her degree in? a. d. 5. Clothing design. 3. A club membership Writing Activity 18 Answer these questions based on you experiences. April. A job. stating where you can be reached and when you will be available. b. One year. d. and it requests an interview. 2. may. c. 4. c. d. What did Anton R. • Summarize your quali cations for the job. activities that show your leadership skills. b. One wee. it convinces the reader that you are a quali ed candidate for the job. Six months. When did Nova get her degree? a. do the following: • Identify the job by title and let the recipient know how you heard about it. c. Then write an application letter based on the advertisement.2. c. 1. March. February. An internship. • Ask for an interview. Sincerely Yours 127 . Marketing. and your education. How long did nova work in an electronics store? a. Electronics. d. b. When you are writing a letter of application. Communications. Two years. 3. The successful application letter accomplishes three tasks: It catches the reader's attention favorably. 4. b. • Refer the reader to your enclosed resume. An interview. Poniman offer Nova? a. 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? Activity 19 Study the following information.

a career counselor. informed me of a possible opening for a manager in your Data Center. event organizer. To save them time as well as to call attention to your strengths as a candidate. Close your letter with a request for an interview. a professor. highlighting experience listed on your resume that is especially pertinent to the job you are seeking. or leasing space General Requirements: .Minimum D3 in economy-management. 2008 to: PO BOX 4494 JKTM 12700 128 Communication Builder for Intermediate Level (Grade XII) . 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. Dusty Brown. you should state your objective directly at the beginning of the letter: I am seeking a position as a manager in your Data Center. expand on the quali cations you mentioned in your opening. If you are applying for a specific job. include information pertinent to the position that is not included in your general resume. marketing or relevant from reputable university .. In the succeeding paragraphs. D.Fluent in English. sponsorship. My extensive background in programming and my master's degree in management information systems make me highly quali ed for the position. one of your sales representatives.com/ betterwriting/successfulcv/ application/.askoxford. Those who make hiring decisions review many letters of application. If you have been referred to a company by one of its employees. mention that before stating your job objective: During the recent ARRGH convention in Washington.3 years experience in advertising. Prepare your letter with utmost care. Add any appropriate details. PAKUWON GROUP need outstanding Sales & Leasing Executives (S & LE) .• Surf the Net! Are you still unable to understand clearly how to write a job application? Go to http:// www. or someone else.C. proofreading it carefully. good appearance and presentable Please put position code on the left of envelope and all application should be received before April 5th.

my sister got a call from the personnel manager saying that she . Jalan Pandanaran 51 Semarang 50242 Dear Sir/Madam. I can be contacted at my of ce (8442116 ext. when I will have completed the computer systems engineering program since September 2006. Inc. I have been participating. in the professional training program at computer systems international in Salatiga.Activity 20 Study the application letter and then complete the reply with the words in the box. I am seeking a position in your engineering department where I may use my training in computer sciences to solve engineering problems. Jalan Kertanegara 47 Semarang 50251 Solve It! A week after the interview..com).. Yours sincerely Marina Marina Tumewu Sincerely Yours 129 . 2007 Human Resources Manager Cloverleaf. I expect to receive a bachelor of science degree in engineering from Semarang State University in June.t@aol. Most recently. was accepted Taken from Ujian Nasional 2004/2005 January 11. accepts b. 232) or via e-mail (marina. accepted c. as a secretary. I look forward to hearing from you soon. is accepted d. Details of the academic courses I have taken are contained in the enclosed resume. a. through the university. 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 have been a programmer trainee in the engineering department and have gained a great deal of experience in computer applications. In the program I was assigned to several staff sections as an apprentice.

I am sorry that we are 1 of computer systems 2 3 . at Cloverleaf. Inc. If you should .• • • • • another successful questions interviewed engineer • • • • • position unable interviewing applying experience Cloverleaf. 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 Sincerely. Agus Agus Mulyana Human Resources Manager 130 Communication Builder for Intermediate Level (Grade XII) . 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 . Tumewu. Inc. please call me. 2007 Marina Tumewu Jalan Kertanegara 47 Semarang 50251 Dear Ms. Jalan Pandanaran 51 Semarang 50242 January 25.

Although the block format is somewhat more common. Mansion. Taken from www. my job here at Longiron & Co is only temporary. (perhaps because it is easier) either one is acceptable all conventional formats contain the same features. With best regards. I hope you will not mind sending a reference to this company should they contact you. You may choose any types of business letter you like. As you may remember.com 8 Spright Close Kelvindale Glasgow GL2 0DS Tel: 0141-357 6857 23rd February 2007 Dr. M. Helen Lee. Know Your Stuff There are several business letter formats. Mansion Department of Civil Engineering University of East Anglia Dear Dr. write and compose your own business letter. Activity 22 Now.Activity 21 Below is an example of business letters. Sincerely Yours 131 . Work in group and write a reply. 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.factosearch. I should nd a permanent position in the near future. but all of them can be subdivided into two basic groups: the block format and various intended formats. and I am very grateful for your help. You may consult your writing with your teachers’. Name the letter based on its content. Helen Yours sincerely. With luck.

but not normally an in nitive. or She can’t bear to be alone. 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. 4. 1. After love and can’t bear.Grammar Review Verbs Followed by -ing Forms After some verbs we can use an -ing form. 2. 3. you can use -ing or to + in nitive: • I love meeting people. Activity 23 Answer these questions using the verbs given. or I love to meet people. Examples: Why do you never y? (hate) I hate ying. • She can’t bear being alone. • I hope you will not mind sending a reference to this company should they contact you. 132 Communication Builder for Intermediate Level (Grade XII) . Why do you always wear a hat? (like) I . Why don’t you work in the evenings? (hate) . • Why do you dislike living here? • I don’t like people shouting at me. 5. Why does Ani watch television so often? (enjoy) She . • Regie doesn’t mind working at night. Why does Jaka take so many photographs? (like) . Why does Regie go to the cinema so often? (like) He likes going to the cinema. • Ani hates ying. Why do you never go to the cinema? (not/like) .

include the name of the company. about 2 lines below your address and telephone number. in the top right-hand corner. The words ‘look forward to’ are always followed by a verb ending in -ing. Print your name below the signature. If you are addressing the person by name (eg’Dear Mrs Bennet’). Sukesi Sudarmo. 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. Mrs. and ‘Dear Sirs’ if you are addressing your letter to a company. If you are giving your telephone number leave a line space between it and your address. and the person in the company to whom you want your letter to be given. It can be used when you are asking for something in a formal letter. at the address given above. but not your name. With the addres. As a regular customer of Sunset I know that a high standard of personal hygiene and a smart appearance are of great importance. SUMMER VACANCIES The heading lets the reader know right away what the letter is about. and would be available for either day or night duites. Jalan Singasari 40 Semarang 40254 (0294)8446112 29 May 2008 Write the date like this. quick to learn new skills. If you require a reference as to my honesty and reliability. especially if your signature is dif cult to read. Write ‘Dear Sir’ if you are writing to a person whose name you do not know. The Manager Sunset Superstore Jalan Sultan Agung 12 Semarang 50242 Dear Sir ‘Dear’ is used to open all letters. or from the manager of the company named in my CV. use ‘Yours sincerely’ instead. Rosi Paulina enc You write enc below your name to show you are sending another document with the letter. I look forward to hearing from you. I am t. this may be obtained from my landlady. 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. Yours faithfully This is a useful expression.Know How to Writing Formal Letters Write your address. Sincerely Yours 133 .

Signature. you can discuss them with your friends and consult your teacher.Letterhead or sender's address . 1.Date . 134 Communication Builder for Intermediate Level (Grade XII) . printed name. you may answer the following questions to check whether you have comprehended the learning materials in this unit. and position of sender Grammar review : Verbs followed by -ing forms • I enjoy being alone.Summary: Revisit This Unit Writing business letters • Parts of letters . Have you been able to write a business letter? If you nd some dif culties while answering the questions. Can you mention some forms of business letters? 3.Inside address .Complimentary closing . • Why do you dislike living here? Reflection on Your Learning After doing all activities.Letter body . What have you learned in this unit? 2.

that best describe the picture. or d .blogsome. 135 . You must choose one sentence-a.com Source: main bola martyastiadi.alpha-random.net. les. b. c. Source: www. you will hear several questions. 1 2 Source: daunpisang. followed by three responses. They are spoken two times. Choose the best response to each question.com For questions 5-10.fotografer.Review 2 For each of questions 1-4 there is a picture and four statements about it on the tape. The questions and responses will be spoken two times. so you must listen carefully.com 3 4 Source: www. and are NOT WRITTEN out on your test book.wordpress.

What does the speaker imply? a. b. The weather was poor yesterday. d.Listen to the dialog and answer the questions by choosing the appropriate answer based on each dialog. c. Ships captain. d. d. d. Take notes at the meeting. By plane. d. A budget. c. 14. The woman is the man's receptionist. By taxi. Check the time. The passengers will go shopping. A vacation. Answer his phone. d. 20. The woman needs to arrive earlier. b. By bus. Take a picture. How is the woman traveling? a. The man has to work overtime. b. listen to the monolog. What does the woman offer to do for the man? a. 16. Welcome the visitors. The ship will arrive at the dock. What are the man and woman mainly discussing? a. There is only one way to exit. The water was rough. d. Dialogue 1 is for the questions 11-13. c. Collect their personal items. What can be inferred from the conversation? a. Visit his lawyer. c. 17. 11. What will happen in ve minutes? a. Why aren't the man and woman going together? a. d. b. The tour went faster than usual. Pilot. 136 Communication Builder for Intermediate Level (Grade XII) . 18. d. The lawyer works in the same building. By car. c. Who is speaking do you think? a. 12. What should the passengers do before exiting the ship? a. Tour guide. c. b. Sailor. b. d. A conference. Then answer the questions based on the monolog you hear. c. c. The woman dislikes air travel. The man and woman have a meeting this afternoon. Call his lawyer. Get a massage. The market will open. 15. b. Dialogue 2 is for the questions 14-16. b. 13. What does the man have to do today? a. Make an appointment. Pick up the newspaper. c. c. The woman has no deadlines today. b. b. Go to the doctor. The man has to go to the bank rst. The passengers will take photos of the ship. A company policy. 19. For questions 17-20.

I'm looking for leather shoes. How to operate washing vacuum. Yes I would like you to give me some. .Read the following dialogs. b. certainly. I’m really sorry to hear this. 28. Oh. this clip is pressed down. Well. Thanking. That's great. he is in the Sumber Waras Hospital. d. What kind of expressions does Andi say to respond to Deni's bad news? a. a. Three. The best response for assistant expressions is . Assistant : Rendy : Can I help you. you can see over there. How to operate washing machine. d. Well done. c. 22. Pressed down the clip d. d. c. Fine. Shoes. 23. How many steps of instructions does the customer explain? a. and then the dust bag is taken out like this. I think I'll take this one. Two. Help. Wow. Andi. Sympathy. Could you show me how this vacuum cleaner works? It's very easy. Let me give you some. How to operate vacuum cleaner. Shopkeeper : 25. Was he hurt? c. Customer : Shopkeeper : Customer : 26. What is the best response for Deni's expressions? a. What does the customer ask to the shopkeeper? a. The following are the instructions of using . What kind of expressions does the assistant say in the dialog? a. I want a beautiful shoes. Did you hear that Rudi fell off her motorcycles? Oh really? That's terrible. . OK ne. Then the dust bag is taken out like this 24. vacuum cleaner. b. Can it be delivered. Then. Leather. b. d. c. Surprise. EXCEPT a. Offering. Customer : Excuse me. d. please. Dialog 1 is for questions 21-23. How to operate machine. Deni Andi Deni Andi : : : : Hi. First. Showing attention. Happy. Make sure the power turned off c. Assistant : Rendy : 21. b. d. you make sure the power is turned off. c. Oh that is easy. d. Five. c. Sir? Yes. Dialogue 2 is for the questions 24 and 25. Clothes. Then answer the questions. Four. Thank you very much. 27. Complementing . Dialog 3 is for the questions 26-28. It's very easy b. b. b. What does the assistant offer to Rendy? a. what a surprise! Review 2 137 . Yes. The back is lifted off. Where is he now? Is he in the hospital? Yes. Sir. c. Sure. Oh that's too bad. b. Oh really? Wonderful. We can deliver it right away to your home. Introducing.

b. d. Toronto. a. The winner will receive a free double occupancy stay in the penthouse suite as well as a free dinner on the moonlit patio. c. b. Scarborough. a local organization that provides food and clothing to those who need it most this month. c. a. Text 1 Sid’s Stationary 2 Smythe St. 2007 Kerry Michaels 1 Stevens Rd. Manager 29. Yours truly. Canada M1B 5T6 Tel: (416) 295-1725 December 1st. specialty printer paper. a. This year the grand prize is a 2-night stay for two at the Meridian Inn 31 ticket sales will be 32 Toronto Island. a. value valued valid validated reduce reduces reduced reducing 31. b. We look forward to seeing you this season. through on over at purchased donated funded collected 138 Communication Builder for Intermediate Level (Grade XII) . c. we wanted you to be among the rst to know about our upcoming holiday by 50% sale. 30. d. b. As per tradition at Sid’s Stationary. d. Michaels: Holiday Sale Seasons Greeting As a 29 customer.Questions 29-32 are based on Text 1. Canada M1E 4H7 Dear Ms. c. Money from to The Family Foundation. All craft paper. and decorative envelopes will be 30 for the month of December. we will be having a draw. d. 32. Ontario.

that than then they're apologize compromise categorize analyze 35. a. These cases will be handled on an individual basis. Please call a manager to the sales oor 36_______ you encounter any customers who have the ad with them and demand to receive the 55% discount. If customers come in and ask about this sale.Questions 33-36 are based on this Text 2. a. DATE: OCTOBER 9th. c. b. 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. c. 34. The coupon can be given out even if the customer decides not to purchase any shoes. please 34_______ and explain the printing error. Text 2 DISCOUNT SHOE EMPORIUM MEMORANDUM TO: Sales Staff FROM: Management B. 36. b.K. a. d. Thank you. b. d. b.K. c. your our her my because whether if before Review 2 139 . d. c. B. 33. Offer them an additional 5% off coupon to thank them for coming into 35_______ store. a. The ad states that on Saturday all men's formal footwear is on for 55% percent off rather 33_______ 15% off. d.

Questions 37-38 are based on Text 3. Questions 39-41 are based on Text 4. Offer not available for residents outside of North America. please contact your employees and inform them that their probationary period has ended. After the three months have been completed. d. Purchase a copy of Vacation the Nation. Human Resource Manager Sub: Probation periods As of January 1st all new employees will be subject to a 3 month probationary period. 37. holiday. In 2 days. b. c. To put staff members on probation. The HR department will contact you by e-mail 2 days in advance to remind you of the date. Text 4 FREE SUNGLASSES AND CASE 38. Canadian residents should add $3 US for shipping.95 US to the address provided. b. d. 140 Communication Builder for Intermediate Level (Grade XII) . To inform all employees of a new expiration date. To introduce the HR department. Today. When does the change come into effect? a. and extime bene ts will not apply to new staff members until the full 3 months have expired. Thank you for your cooperation. * This is a limited time offer only. Mail the card and $21. In 3 months. 2. Medical. What is the main purpose of this memo? a. 1. 3. Fill out the application card (found in the center of the magazine). Text 3 Memorandum To: Supervisors From: Judy Linquiest. * To get your free Sunnies follow these 3 easy steps. New York's #1 travel magazine. 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. Application and funds must be received no later than Dec 1st 2007. On January 1st. To inform supervisors of a change in policy. c.

How much do the sunglasses cost? a. Thank you. 40. London. the soles began to fall apart on them after just twelve weeks. They are free with a subscription. d. d. c. England EC3R 4BT January 3rd. The boots are unsafe to wear because my men are pouring hot concrete. John Trimbald John Trimbald. d. c. I have trusted the Shoe People to protect the feet of my employees for over ten years now. US residents. Who cannot bene t from this special deal? a. JT Construction Text 6 The Shoe People 22 Circular Rd. b. Please respond as soon as possible with instructions on how I can return the boots and receive a refund. This was extremely surprising considering they came with a six year warranty.com> Cc: From: "John Trimbald" <jtconstruction@img. b. Northern Ireland BT51 6TP John Trimbald JT Construction 22 Mark Lane Rd. 2007 Review 2 141 . Castlerock. Though my men were initially satis ed with the boots.com> Subject: Customer Complaint To Whom It May Concern. Text 5 To: "The Shoe People" <inquiries@shoepeople. What is this advertisement for? a. Canadians. I recently purchased a few pairs of boots from your company for my crew. They cost $21. A summer trip. Questions 42-45 are based on Texts 5 and 6.39.95 US. They cost $3 Canadian. A travel company. b. c. UK residents. A special deal. Foreman. A free magazine. 41. They cost $1. North Americans.

please return the boots and spray for a full refund. Stan Mason’s company. b. c. should you use the spray and nd that you are still unsatis ed with the boots. we have enclosed a free year's supply of sole protector spray. To protect the boots from rubber. However. To protect the soles from heat. d. Five.Dear Mr. What is the spray used for? a. Stan Mason Stan Mason. 45. What should John Trimbald do if he remains unsatis ed? a. To date we have had no complaints about these workboots from customers who have used the protector spray. JT Construction. This should have been brought to your attention at the time of your initial order (received by telephone on October 12. d. c. To protect the boots from water. b. The sole company. In our retail stores. Twelve. Have a Happy New Year. Trimbald. 142 Communication Builder for Intermediate Level (Grade XII) . Thank you for your e-mail concerning the poor quality of our rubber soled black workboots. 2006). 43. b. Four. How many people are on John Trimbald's crew? a. Six. d. A representative will be by your of ce next week to pick up the damaged boots. Sincerely. d. Thank you for supporting The Shoe People. Mail another letter. b. this spray is always recommended to buyers who work on heated oors. To protect the oors from soles. President 42. Request a refund. Call the President. Which company was unsatis ed? a. The Shoe People. 44. c. Return just the spray. c. Please excuse our oversight. 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).

Murphy. First Class English for Tourism. Mastery on English Grammar. Jon et al 1982. Carver.Bibliography Books Allen. A Conversation Book 2: English in Everyday Life. 2002. Sarah and Peter Moor. Raymond. 1994. Blanchard. Oxford: Oxford University Press. Oxford: Oxford University Press. 2002. Living English Structure. Sweerey. Kirn. London: Longman Group Limited. English for Business Communication. 2005 Cutting Edge Intermediate. 1989. 1996. Roger and Trish Stott. Alice. 143 . Washington. Lin. 1997. 2007. Ready to Write. Tina Kasloff and Sandra Douglas Fotinos. Surabaya: Indah. Cunningham. Liz and John. Oxford: Oxford University Press. Jennifer. Dugger. Cambridge: Cambridge University Press. Holt. Karen. Andrew and Diana Hicks. Maclin. 2006. Reference Guide to Grammar: A Hand Book of English as a Second Language. New Jersey: Prentice Hall Regents. Jakarta: Departemen Pendidikan Nasional. Imam D. Elaine et al. Barron’s TOEIC Test 4th Edition. Melbourne: Addison Wesley Publishing. Seidl. Cambridge: Cambridge University Press. Second Edition. Krohn. Djakarta. Bonner. Cambridge English for Schools: Student’s Book Three. New York: Pearson Education. Grammar Essentials.2000. Michigan: The University of Michigan Press. Essential Grammar in Use.1995.: United States Information Agency. 1997. Stannard W. Maclin. 2003. Margaret. 1971. English Grammar in Use. Understanding and Using English Grammar. Robert. Oxford: Oxford University Press. Business Letters for Busy People. Step Into Writing. 1996. London: Addison Wesley Longman. Kuala Lumpur: Golden Books Centre. Dixson Robert James. Azar. Lougheed. Melbourne: Cambridge University Press. Blundell. 1994. English Sentence Structure. New York: Pearson Education. Grammar Three. Jim. New Jersey: Prentice Hall. Standar Isi . 1990. 1998. Cambridge: Cambridge University Press. New York: Mc Graw Hill. Murphy. D. Jakarta: Binarupa Aksara. Badan Standar Nasional Pendidikan. Function in English. Simon. 1998. 1993. Interactions 1: Grammar. Raymond. Betty Schrampfer. 2000. Soars.C. Headway.

orangemood.com http://www.grandvistahotel.com http://www.Websites http://www.aipotu.about.sedonabintan.balionline.mvbs.com http://www.lematin.edu Magazines & Newspaper The Jakarta Post.com http://www.com http://www.sail.lancastercourtyard. 2007 Readers Digest Indonesia.delhi. March 2007 Readers Digest Indonesia.ro http://photos.com/kokita http://www.colteng.com http://www. May 19.com http://www.wordpress.com http://www.com http://www.igougo.com http://www.htm http://www.typepad.com http://www.prospects.edu http://www.com/indonesianrecipe.images.micrositedetik.hyatt. June 2007 Others Stockbyte Manual Book of Umax Scanner 144 Communication Builder for Intermediate Level (Grade XII) .ac.piperreport.englezaonline.org http://www.allaboutqtags.jobsearchtech.com http://www.hot-screensaver.surenglish.org http://www.com http://www.ufcw.rspsnt.com http://www.ch http://www.jupiterimages.com http://www.uk http://www.com http://www.com http://www.users.nt.masternewmedia.com http://www.speech4reprint.thetreeladycompany. les.norden.com http://www.

February 8.co.com www.peaktravel.id www.naturespiritproduct.images.org photos.colteng.google.hot-screensaver.com CD image RDI.id UMAX Astra 2000U/P Owner's Guide www. April 9.org www.pricescan. prospektus.com www. 2005 www.com Publisher's Documentation www.com www.com Publisher's Documentation www.google.rspsnt.wordpress.kamase.org www.com SWA. March 2007 Tempo. 2007 Tempo. March 26. January 8. les.com iMac Users Guide iMac Users Guide iMac Users Guide 145 .com www.images. 2007 Page 5 Page 9 Page 14 Unit 2 Page 19 Page 20 Page 22 Page 25 Page 31 Page 36 Unit 3 Page 39 Page 42 Page 45 Page 46 Page 48 Unit 4 Page 59 Page 60 Page 62 Page 63 Page 64 Page 66 Page 67 Page 68 Stockbyte respati-hotel.com Stockbyte www.Photo Credits Unit 1 Page 1 Page 2 orange mood.co.its.mvbs. January 28.masternewmedia. May 2007 RDI. 2007 Tempo.id www.igougo. 2007 Tempo.ac.ufcw.com www.parish-supply.

com mainbolamartyastadi. com 146 Communication Builder for Intermediate Level (Grade XII) . apartmentratings. December 4.nuworld.com www. net www.2001 Tempo. alpharandom. 2004 Publisher's Documentation CD Image Stockbyte Publisher's Documentation daunpisang. com Pilar. blogsome. December 12. com www.za Samsung MP3 Player Quick Start Guide ohmyapt. les. wordpress.co. fotografer.dvorsons.Page 71 Page 72 Page 72 Unit 5 Page 83 Page 87 Unit 6 Page 101 Page 104 Page 105 Unit 7 Page 117 Page 120 Review 2 Page 143 www.

etc relevant. accounts. an opinion. 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.Glossary adjust /əˈdʒʌst/ (v) to become or to make somebody or something suited to new conditions. services. etc is true or correct . a customer a group of people working together for business or commercial purposes . to adapt oneself or something a public notice offering or asking for goods. appropriate or suitable to come together or bring people or things together as a group. a shop. etc a person who uses the services of a professional person or organization . 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. etc to keep records. to establish the truth of something 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) 147 . 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.

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) ush /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) to come or bring something together or into contact . to join a division of a large organization such as a government. cook. especially a women. especially one who does a particular type of work in the of ce a person with a position of authority or trust. workers especially these who work with their hands. carefully prepared and nished to choose somebody by voting the force or stress given to a word or words when spoken. clean the house. etc. etc leaving or going from a place the sum that somebody pay's in advance. who is employed to shop. 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. especially hard physical work. example in the government or a society 148 Communication Builder for Intermediate Level (Grade XII) . etc a request for help or information about somebody or something work. etc to clean especially a toilet or drain by causing a sudden ow 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. business. a college. 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. shop. to trow something out or away very detailed and complicated . university. trade union. 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.

etc that recommends somebody or something. of ce building. or set of circumstances for doing something time worked in addition to one's normal working hours to give permission for something . 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 . etc a practice. to suggest something to keep somebody or something safe from harm. an organization etc a person employed to make appointments and receive clients or visitors in a hotel. example by a government department. to function a favorable time. 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 for use by a particular person at a future time Glossary 149 . performance of something example a play or piece of music to order a seat. 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. injury. table. especially a person for a job to nd new people to join a company. occasion.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 .

one's teeth. etc. 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.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) a reserved seat. example from excitement or anger. shampoo. for example soap. 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. example Dear Sir to clean something thoroughly by rubbing it hard. the out side part of something a general view. etc. the word used in a letter to address the person being written to. room. or to seat in a cinema products used in washing. 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 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 150 Communication Builder for Intermediate Level (Grade XII) . toothpaste. etc to speak or say something in a quick confused way. etc a house especially a large or impressive one greeting or respect. cleaning.

107. 49. 114 J job description 1. 77. 30. 58. 43. 163 S standard operating procedure 35. 54. 156. 110. 80. 48. 48. 86. 29. 164 although 34. 166 instruction 8. 47. 139. 156 R report 5. 50. 38. 77. 116. 141. 167. 65. 144 P preference 12. 39.Index Index of Subjects A advertisement 30. 156. 125. 42. 44. 49. 168 B brochure 28. 62. 127. 52. 47. 164 reservation 19. 147. 76. 21. 151 . 29. 55. 81. 87. 38 procedure 61. 88. 166 application 140. 159 business Letter 85 C causative have 69 E even though 122 I in spite of 99. 162. 108. 31. 72. 115. 80 presentation 39. 52. 109. 101. 23. 163. 15. 64. 22. 61. 25. 46. 103. 33. 113. 150. 11 M manual 73. 43. 155. 56. 149. 100. 57. 70. 147. 55. 46. 20. 53. 50. 78. 90. 120. 68. 18. 34. 40. 85. 45. 24.

Index of Authors I Ibrahim. Jalaluddin T TiyagaRajah. Farida J R Rakhmat. Beatrice 107-108 48 107-108 152 Communication Builder for Intermediate Level (Grade XII) .

really? And how's the pay? Rendy : I get good pay.Listening Script Unit 1 Life at Work Activities 2 and 3 You will work in a challenging and professional atmosphere. press releases and articles on economic phenomena. health care. Job: Mathematical Statisticians You will work in the areas of survey design and estimation. Anton : Do you like your job? Rendy : Yes. but it's tough work actually. Anton : I can imagine that. Rendy : Thank you very much. 8. 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. occupation 3. I think you are a nice guy. industry 6. Activity 4 1. Good luck for your job. Job: Investigators You will conduct civil and criminal investigations of private pension. 4. labor and governments on economic data. He also works as a waiter in a restaurant. hours. 2. I'm always friendly and polite. and other laws and regulations. company business employment management assistant Activity 6 1. you will conduct speci c audits of thrift investment system funds under the Federal Employees' Retirement System Act (FERSA). brie ng the media. and analyzing economic data utilizing specialized methods and techniques. Anton : Where are you going. 3. You will also provide advice to plan administrators and the employee bene ts eld as a whole. Where Activity 5 Rendy is studying computer science at a community college. Job: Accountants/Auditors You will use the latest in accounting and auditing techniques to review nancial information contained in annual reports led by pension. Anton : Yeah. estimation and measuring. preparing technical reports. 153 . job 2. both sampling and non-sampling error. and the requirements of the Health Insurance Portability and Accountability Act of 1996 (HIPPA). collecting. worker 4. Rendy : I'm on my feet for eight hours. non-response adjustment. Anton : The customer must like you. Job: Computer Programmers You will write programs using event-driven object orientated languages and tools. reviewing. industry. client-server computer systems. He is talking about his job to his friend. and other employee bene t plans to ensure compliance with the duciary responsibility standards of the Employee Retirement Income Security Act of 1974 (ERISA). 7. I try to do my best. Rendy : They do. Anton : Oh. and wide-area networking. sample selection. The work will include sample frame development. Activity 7 a. health and other employee bene t plans for compliance with ERISA. 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. In addition. Wage and Hour Compliance Specialists: You will conduct investigations and gather data about wages. Rendy? Rendy : I'm going to work. and the guests often leave a tip. I’m a waiter at a restaurant in town. 9. the Consolidated Omnibus Reconciliation Act (COBRA). of cer 5. 10.

you may also recommend changes in employment practices to bring an employer into compliance. You have to provide electrical power and repair the supply of electrical power. too. 6. You will procure the materials required to accomplish the departments’ programs or negotiate and administer contractors in connection with grants or services. we're full on the 22nd. violations are found. Maexner. Hotel Clerk : Okay. design. Safety and Occupational Health Specialists: You will conduct inspections and perform other related duties to enforce Federal safety and health standards. we look forward to seeing you on March 20th. Electrical): You will conduct studies. Do you have a cheaper room available either on the 20th or the 22nd? Hotel Clerk : Well. classify and evaluate positions. or train employees. The 21st of May. You will have to deal with electrical equipment. Unit 2 Dealing with Clients Activity 2 Hotel Clerk : Hello. Hmmm. and reports. how much is the non-smoking room on the 20th? Hotel Clerk : $80 dollars. You will recruit. And the view of the city is great. please. unless you want a smoking room. You may also study work programs to suggest changes for more effective and economical operation. Activity 8 1. plus the 10% room tax. and operate the department's accounting systems: prepare and analyze nancial statements. Could I have your name. Let me check our books here for a moment. Maexner? Man : M-A-E-X-N-E-R. sorry. Man : Okay. You will also review contract activities to assure compliance. place. Man : Are you all booked that night? Hotel Clerk : Well. Duties also include providing outreach and education to assist employers to comply with labor standards. we do have a few rooms available on the 20th. install. and evaluations regarding the safety of mines and related facilities and equipment from a mining engineering point of view. 2. Hotel Clerk : How do you spell your last name. 154 Communication Builder for Intermediate Level (Grade XII) . Bob Maexner. right? Man : No. records. March.b. would you like a smoking or non-smoking room? Man : Non-smoking. I'd like to reserve a room for two on the 21st of March. Man : How much is that? Hotel Clerk : It's only 200 dollars. Man : Well. not May. 5. surveys. May I help you? Man : Yes. Mr. Chemical. c. that'll be ne. counsel. You will analyze problems or processes. Man : Oh. Let me see here. Goodbye. Sunnyside Inn. You will design. Engineers (Mining. Hotel Clerk : All right. Hotel Clerk : Okay. please? Man : Yes. Hotel Clerk : Okay. that's a little too expensive for me. 3. Mr. and examine accounts to attest that the nancial statement fairly present the companies nancial position. You will work in any or all phases of the budget review and approval process. we do have one suite available. utilizing a practical knowledge of engineering and scienti c principles. complete with a kitchenette and sauna bath. and implement computerized systems. including analyzing existing or proposed legislation for scal implications. 4. Hotel Clerk : Oh. and formulate and implement personnel policies which enable the department to carry out its mission most effectively. plus a 10% room tax. Man : Okay.

Activity 3 I would like to reserve two tickets to Singapore. good morning. Thank you very much for your cooperation. Sir? Toni Suripto : We will stay for two nights. g o o d morning. You had reserved double rooms for next weekend.m. Could I reserve a table for dinner tomorrow night? 4. and your arrival in Sydney will be at 9:25 a. Reservation clerk : And your address. please? 5. business class. Sir. or rst class ticket? Arya Pamungkas : Economy.m. I’d like to book a room with double beds for next week end. 2. please. Jones. Arya Pamungkas : Thank you. Reservation clerk : How would you like to pay. Can I book a suite room for this evening? 3. The ight number is NWA 476. Arya Pamungkas : That's ne. 58 Bandung West Java. Reservation clerk : Economy. 4. Yes. Activity 6 1. Bye. please? Arya Pamungkas : Jl. Reservation clerk : That would be Rp500. please? Arya Pamungkas : My name isArya Pamungkas. Which ight would you like? Arya Pamungkas : The 4:45 p. Can I book a business class ticket.00 p. Reservation clerk : Could I have your name. Toni : Sure. C o u l d I m a k e a reservation? Reservation clerk : Certainly. please. Toni Suripto : I'm Toni from Bandung.. You are con rmed.000.m. please? Activity 4 Receptionist : P r i m a I n d a h H o t e l . I will check it for you. Sir. I would like to book a suite room for next holiday.m. 5.m. please? Arya Pamungkas : 0813333222601. Arya Pamungkas : O K . 1. for the reservation? Listening Script 155 . Toni Suripto : You're welcome. The address is on Sudirman street no. please…. I'd like to a reserve two tables for next weekend. May I help you? Arya Pamungkas : Yes. Mr Pamungkas? Arya Pamungkas : Can I pay at the check-in desk when I pick up my ticket? Reservation clerk : Yes. I would like to book double room for this weekend. Wait a moment please. Receptionist : All right. How long you will stay. I have to go to China next week. Could I have a ticket for tomorrow evening? 2. Receptionist : Fine. that’s A-R-Y-A P-A-M-UN-G-K-A-S. We're looking forward to seeing you soon. Good bye. The name is Toni Suripto.. Receptionist : OK. do you have any ights to Pontianak next Tuesday afternoon? Reservation clerk : One moment. Sir. Reservation clerk : Now you have been booked. A. May I have your full name and address? Mr. Could I make a reservation of two business class tickets for Tuesday morning. Ms. please? 3.. Can I make a reservation. Could you tell me how much a return ight costs? I'll be staying three weeks. Activity 5 Reservation clerk : Elang Persada Airlines. there's a ight at 4:45 p. but you will have to confirm this reservation at least two hours before departure time. Arya Pamungkas : I see. Reservation clerk : Yo u r p h o n e n u m b e r. The ight leaves at 4:45 p.m. OK. Could you come on Sunday at 1. and one at 6:00 p. please. local time. Yani 17 Surabaya. Receptionist : Could you give me your telephone number? Toni Suripto : It's 801321529779.

Unit 3 How's the Progress? Activity 2 1. "Next. Receptionist : Under what name would you like the reservation. it is. Mrs. Double with bath for May the 11th. that our main rival company is willing to amalgamate with us. madam? Mrs. and 13th. Receptionist : Thank you for choosing Marcopolo Hotel and have a nice day. and the second is the choice of management. Mrs. Siregar : No. the 5th floor with a really splendid view. Ladies and Gentlemen. though amalgamation will be a pro table proposition for both our companies. Receptionist : How long will you be staying? Mrs. Thank you very much for this opportunity. Siregar : Er… double with bath. How much is the charge per night? Receptionist : Would you like breakfast? Mrs. we have a room. I'll just check. everybody. Madam.. "My beloved teacher. the question of management is the main issue. I'd appreciate it if you could give me a room with a view over the valley. Siregar : That's fine." 3. Siregar : Yes.Activity 7 Receptionist : Good afternoon." 5. please. Thank you. The rst is the amalgamation of our company with our competitor company. Receptionist : Certainly. I'd like to book a room. I'd like to tell you something about. please? Mrs. There are two main points which we have to decide conclusively.. Receptionist : It's Rp984. Siregar : Mr. Yes. 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. When would it be." 4." 6. Receptionist : What kind of room would you like. that's S-IR-E-G-A-R. Siregar : Three nights. Madam? Mrs. "On this occasion. Chairman and Gentlemen. Receptionist : Okay. After that I'll consider the opportunities we see for further expansion in Africa. Is that correct? Mrs. Mrs. and audiences. thanks. "Good morning. Ladies and Gentlemen…." Activity 4 "I'll start by describing the current position in Europe. Siregar : Fine. Siregar. Today I’d like to talk about …. Siregar : Yes. Siregar. May I help you? Mrs." Activity 5 Board of Directors Meeting (Managing Director's Speech) Mr. Secondly..500 per night excluding tax." 2. Receptionist : Certainly. Siregar : Goodbye. I'll quickly recap before concluding with some recommendations. Marcopolo Hotel. let me make sure I got that: Mr. and Mrs. "Thank you very much for your kind attention. If this happens. Goodbye. Siregar : May the 11th. and Mrs. We have assembled here today on a very important schedule of agenda. 12th. "Good morning. Lastly. Then I'll move on to some of the achievements we've made in Asia. There are indicators. We can decide by votes in Directors' meeting as to who or rather which company of cial will 156 Communication Builder for Intermediate Level (Grade XII) . We would be saving costs by that way. I'd like to present my report. friends.

using hands 4. a correct method of doing something 3. That is all Gentlemen. the only aw being that the change of the top executive so often might not be a better plan for the continuity of the company policies. • Roll the mixture with your hands. This would appear to be a good arrangement. Turn your computer on. • Wear your seat belts. we would meet again after lunch when I could have your uniform opinion on the issues. (4) The last screen prompts you to restart Windows. Therefore. Unit 4 Activity 2 How to Operate This Machine? 1. Installing (3) Once the Setup program runs. Activity 4 1. stage in progress 2. Activity 3 1. we must decide these issues nally today. and the management of its affairs. gentlemen tell me now what interactions I should have with my counterpart. • Push the button. • Plug in the cable. Connecting (1) Plug the USB cable ( at end) into your PC’s USB port (2) Plug the power adapter into an electrical outlet 6. 5. follow the instructions. The power indicator on the front panel of the scanner should now be illuminated. to explain workings of something 7. because day after tomorrow. I would be having lunch with the managing director of the other company. • Cut the paper into pieces. Insert the other end of this cable into the power adapter receptacle on the rear panel of the scanner. Thank you. 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. year by year.be recommended for the top executive post in the merged company. 4. • Chop the onions and fry them. Connecting the Scanner Plug the power adapter into the power receptor located at the back the scanner. to put something in place Activity 5 • Turn off the light. Nonetheless. one after the other. 1 Plug the scanner's power adapter into an electrical outlet. order of things 8. Plug your computer's power cable into an electrical outlet. 3. Listening Script 157 . a publication or a section of a magazine or newspaper that information on a subject 10. Connecting Check connections after completion. 2. Gentlemen. you are ready to scan. means of doing something 9. a spoken or written command of what must be done 5. we can make it a rule that each company will have the top administrator by turn. Once completed. Unpacking the Scanner Package includes: (1) Scanner with USB cable (2) Power adapter (12V) (3) Installation CD-ROM 2. 4. 3. we may hold a joint meeting of the boards of directors of the two companies. The Financial managers of both our companies would also be present. Alternatively. so that after we have talked things over as the preliminary round. a book that contains information and instructions about how to do something 6. • Stir the soup and add some salt and pepper.

attention line 5. Then make a hole for the wallplug. mark the position of the object you want to hang on the wall. Next. 3. Ita : I use a screwdriver. salutation • • • 6. Should you have any problems. or any ideas on ways that we can improve our service. 2. Test it. 9. 4. 3. Rudi? How long will you stay? Could I meet Mr. At the end of June Mr.m.. 7. 8. 2. isn't it? Ita : Yes! 158 Communication Builder for Intermediate Level (Grade XII) . Activity 2 • Letter head • Address • Closure Activity 3 1. Co 80521. 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. What is your job now? How long does you work? Could I meet Mr. 4. Jones. push the wallplug into the hole. You can rest assured that we will strive to provide you with the fastest most ef cient service. Johnson is 551N. 7. 10. tap it gently with a hammer. Ita : Must it go in completely? Nova : Yes. along with the highest quality products available. Unit 5 Dear Sir . Body of letter Salutation Signature body of letter complementary signature identi cation enclosure Activity 4 KJZ. It will go right in. don't I? Nova : Yes. Johnson. letter head 2. today for the arrangement with Mr. Unit 6 Keep Up the Good Work Activity 2 1. 8.. Architectural Wonders. Rudi this afternoon? Could you come at 3 p. Fixing wallplugs is easy. and after reading it several times to be absolutely sure of its content. Ita : What do I do after that? Nova : Withdraw the nail or drill and clear away the loose dust. inside address 4. welcome aboard. 5. please feel free to call upon me. I can say how pleased I am with your decision to purchase your plywood products from us. 9. LLC has offered a position to Clinton B. 10. Ita : How do you put the plug into the wall Nova : First. You must not have it protruding from the surface of the wall. 45 Western Hills. Welcome to that family. Ita : What do I do next? Nova : Insert the screw into the wallplug. Paris Hilton Vice President Activity 3 Ita : What are wallplugs for? Nova : They are for xing screws to brick walls or concrete walls. Look at it. Could I help you? Garuda airlines. 2. date line 3. Switch of the power. Jack's secretary? Are you work in this restaurant? Good Afternoon. Inc. Your letter just arrived.Review 1 1. Whedbee Street Fort Collins. 5. Mr. CA 55445 July 26. 2007 Dear Miss Rihanna. May I help you? Could I see Mrs. yusa right now? Activity 6 1. Again. you do. Johnson will go to work from Fort Collins. The address of Clinton B. Turn the bulb anti-clockwise. The addressee of the letter is Clinton B. Ita : Why do we have to use them? Nova : Because they give the screw a good grip. Sincerely yours. Ours is truly a business whose future depends upon the satisfaction of our customers. Johnson are not very happy to be the employee of the Architectural Wonders. 3. 4. Bintang Hotel. Take it out of the socket. 5. You can use a pencil or nail. 6.

2007 Kelly Flanders 1795 Hisper Ln. #3 Casper. Flanders. or for correspondence between such organizations and their customers. descriptive brochure. Activity 2 First National Bank 223 Ames. It should be noted that our pest control practices have changed from the traditional spraying method to IPM (Integrated Pest Management) techniques. Arya Arya Budhi Chairman Listening Script Unit 7 Sincerely Yours Activity 1 A business letter is a letter written in formal language (English). however. especially in West Java region. would you please send us your latest catalogs. complimentary 4. Thank you for your 9participation.[2] for example.P. usually used when writing from one business organization to another. and typewriter repairs should be submitted using a Work Request. standards. However. I am sorry to 2inform you that we could not 3hire you as bank tellers.Activity 4 Instructional Equipment/Electronics Purchase orders to replace instructional equipment must be submitted with the original C-50 attached to furnish justi cation. we recently trough a major 4 expansion. We will. Since the treatment for pest control is not done during the school day. date line 7. Sincerely. please call me. keep your 8application on le for future reference should an opening arise. signature 5. we have lled all of our 5tellers positions and do not 6require any change in staff in the near 7time. 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. Apple computers. The overall style of letter will depend on the relationship between the parties concerned. As you may know.[1] however. and terms? We are a hardware company that would like to add software to our sales offerings. Business letters usually follow a left-blocked format. body of letter 2. Noti cation of the scheduled dates is mailed out each semester so that someone is in the building on the scheduled dates. Salutation 9. 159 . These practices assure eradication of the source while meeting E. Epson printers.m. WY 82676 1 Dear Ms. The equipment that requires repair must be clearly marked with an appropriate tag. Sincerely. enclosure Activity 5 Persada Multicom 225 Setia Budhi Street Bandung West Java Indonesia June 19. all technicians work from 10:00 am until 6:30 p. Scott Hiram Scott Vice President Human Resources Activity 3 1. there is a general consensus on style. 2008 Peter Hamilton Global Software Company 179 Main Road Singapore Dear Sir We are interested in becoming distributors for your software products in Indonesia. should be directed to Rehoboth Help Desk. We look forward to hearing from you soon. inside address 8. laminators. image writers. attention line 3. The barcode must be entered on the Work Request. letter head 6. Other equipment repairs such as IBM and Gateway computers. etc. If you have any 10objection. Casper. Justi cation must be supported by a recommendation from maintenance to C-50 the equipment. Each piece of brocaded equipment must be submitted individually with a Work Request. WY 82676 August 30. clients and other external parties.A. identi cation 10. other points of general style are outlined below. laser printers.

c.Review 2 1. But I prefer to have tea. d. b. He's supposed to be sending me some changes to the contracts. b. 7. The cars are being serviced. Some people are injured in the car accident. Look at the picture number two. What time does this stationer open? a. The ship will be docking in approximately ve minutes. d. so I just banked it instead of wasting a holiday day. The ball is under the tree. We are going to go to Banyuwangi. The children are dancing the waltz. I forgot that you are afraid of ying. We certainly had a nice day for it. A dancer is welcoming the guests. A man is weaving a rattan basket. I hope you have enjoyed the cruise of the inner harbour today. this store sells stationary. Look at the picture number four. c. Is there anything you want to tell him? Raymond : Well. What's your plan? a. I really like it. Great! I'll be back again someday. isn't it? a. Some apples are put in the basket. a. As far as I know. And. People are crossing the road. This is your tour guide speaking. Look at the picture number one. It's thirty-nine. Mr. 6. I don't have much on for today. I think English is interesting. I have to leave tomorrow because it's going to take two days to get there. He is having a meeting. I'm going to the conference by bus. b. c. It's okay. you could remind him that I'm going to need to come downtown and sign a few papers in front of him. You use it for writing. Dialog 2 (Questions 14-16) Raymond : I have a doctor's appointment this afternoon. please collect all of your belongings and exit the ship. The kids are excitedly playing football. Woman : I'll make sure to take a detailed message if he calls. I am leaving for Surabaya tomorrow. and as you know the company is trying to cut costs. a. How about your trip to medan? a. Ladies and Gentleman. Before heading to the farmer's market we will gather under the ferry terminal Welcome Sign for a group photo. I'm expecting a call from my lawyer. 10. At 5. c. a. b. It will be a long weekend next week. 160 Communication Builder for Intermediate Level (Grade XII) . I'll have to set something up for next week. c. 3. Yes. I worked some overtime last week. 4. As a reminder. Are you going to be in the of ce. d. The students are waiting at the bus stop. I always attend interesting lesson. b. The baskets are displayed on a shelf. Once we are docked. 9. a. 2. The football players are celebrating their victory. b. Yes. c. c. What size do you wear in shoes? a. c. We had a berbeque. c. No. It sounds good. I don't have them. Dialog 1 (Questions 11-13) Mr. my teacher doesn't speak English at all. The kids are cutting the grass. Are you taking a vacation day tomorrow? Saskia : Well. Yes. Egy: Do you want to share a taxi to the airport? We can save on expenses that way. Saskia : Actually I'm not ying. Egy: That's right. The girls are performing a traditional dance. b. Look at the picture number three. b. A woman is buying a basket. I pick you up at 5. I need a pair of shoes. d. 5. or do you have a meeting? Yolanda : I'll be here. so I'll handle all of your calls.30 according to the schedule. don't worry. Monolog (Questions 17-20) Good morning. especially compared to yesterday. our group will be exiting to the right. The girls are dancing up and down with excitement.m. 8. Yes. c. b. Raymond : Thanks. Sherlyl will depart at six. When will the train arrive? a. b. it opens at 9 a. Follow the north ramp all the way to the far end of the platform.

Activity 6 No. people who work in an of ce. Electrical) 3. Engineers (Mining. • coordinating and providing support in civil litigation and criminal prosecutions. done by a clerk or clerks. 7. Collecting. 6. Wage and Hour Compliance Specialists 2. 4. Activity 7 1. • reviewing nancial information contained in annual reports led by pension. (b) budget analysis 3. No.Answer Key Unit 1 Life at Work Activity 2 1. health care. Activity 5 1. Chemical. 2. Internet. relating to people doing practical work or work requiring physical strength. 3. economist 4. Activity 3 1. Investigators • conducting civil and criminal investigations of private person. (b) contract/procurement specialists 5. Safety and Occupational Health Specialists Activity 8 1. surveys 5. sample selection. He gets good pay. 2. 2. networking specialized methods press releases labor 3. 3. and wide area networking. 3. Because they always friendly and polite. it isn't. 7. Jobs Mathematical statisticians Description • work in the areas of survey design and estimation. Rendy is a waiter. (c) computer programmers/system analysis 4. (a) electricians Activity 11 1. 1. To collect economic data. client-server computer system. client-server computer system. and wide area networking. Tips. and other employee bene t plans. 5. 161 . Accountants/ Auditors 2. client-server 5. He works for eight hours. 4. estimation and measuring. professional 3. health and other employee bene t plans. 8. (d) personnel management specialists 6. • conducting speci c audits of thrift investment system funds. nonresponse. (a) accountants 2. 5. • the work will include sample frame development. Computer writing programs using Programmers event-driven object orientated languages and tools. 4. reviewing and analyzing economic data. Using technologies such as the Internet. • providing advice to plan administrators and the employee bene ts eld as a whole. challenging 2. Because they must stand on their feet eight hours. 9. Various answers. adjustment.

F T 162 Communication Builder for Intermediate Level (Grade XII) . Various answers. petroleum 2. 6. It is about hotel reservation. 7. working in an of ce rather than eg. decisions. 12. 2. 5. Fire brigade of cer/ re ghter because when they putting off re It sometimes risk their life. I'd rather read a book. d 3. 2. 6. 5. Yes. His full name and address. T 3. 8. a moment. 8.4. I would like to book double room for his weekend. I'd rather be waiting for a minute. F F Activity 22 1. would like. 5. Activity 17 1. 4. He works in the special order department at the auto assembly plant. j 4. 10. single room 6. I'd rather eat at home than at a restaurant. 2. I'd rather cook dinner now than later. 3. 4. Singapore next week Activity 4 1. 2. No. etc. having completed the necessary training or pass on examination in order to enter a particular profession. make a reservations. F T 5. 8. a T F 7. into effect. 5. b Unit 2 Dealing with Clients Activity 2 1. working in a job where you cannot use all your skills or where there is not enough work for you to do 11. geology economy drill scientists 7. 3. like to reserve. 6. T 3. of or for secretaries or their work 9. Activity 16 1. Yes. possible 3. A doctor does. ticket 5. teacher etc. he doesn't. 6. For two nights. Activity 6 1. He works at night. petrology Activity 25 1. f 10. 9. a 5. she does. Know How to 1. operating machines in a factory Activity 12 1. relating to the management of an organization and to putting plans. b 4. Picture one: a man holding a water hose Picture two: a man holding a little child 2. 2. working independently for customers or clients and not for an employer 10. 8. Lawyer. reserve a two table 7. engineers 3. 4. Various answers. time worked in addition to one's normal working hours 8. she does. 4. d 2. I'd rather go swimming. a period of time worked by a group of workers who start work as another group nishes 7. Prima Indah Hotel. 3. b 5. a 2. Because she enjoy to contact with patients. c 9. reservoir 4. b 7. 3. A room. h 6. Various answers. b Activity 8 1. She is a hospital aide 7. 5. He was an auto mechanic. b T F 5. She will check it for him. d 3. e 2. the action of certifying or state of being certi ed 6. dentist. b F T 3. 5. a 2. T 4. a reservation. Activity 20 1. travel agent. 8. Various answer. g Activity 29 1. Picture one: a fire brigade officer/a fire ghter Picture two: a doctor 3. i 8. 6. can I help you 2. 7. check it 4. F 4.

3. a sum of money paid into a bank. Activity 20 1. a report or description of somebody or something in a newspaper article. 10. It will be automatically sent to SPIRIT and to the hotel I'd be staying at. The hotel will ask to provide the Travel Agent I.m. landscaped 2. 10. j. 9. 5. etc. 2. Yes. He is going to Seoul. Handling reservation Making reservation Handling reservation Making reservation Handling reservation Making reservation Handling reservation Making reservation Handling reservation Handling reservation 5. His ight number is 374. intrepid 6.D. Various answer 3. Our two teenage daughters require a twin room. and credit card type. 2. e. b. I look forward to hearing from you. We understand that all your bedrooms are en suite. 3. 3. 4. outstanding 4. I would like to reserve some rooms ay your hotel. 7. luxurious 2. g. 5. 11. 5. outstanding 3. 6. preferably with a balcony. to choose somebody by voting. Broadcast program. We are arriving in Alicante on 28 July. that something will be done or that something is of a specied quality con rming that something is true. Is it possible to have rooms with a sea view. scenic water-based portable relaxing complimentary. billing address. to give something to somebody/something so that it may be formally considered or so that a decision about it may be made. i. correct or de nite. 2. Activity 13 1. especially to go somewhere. usually in writing. 8. 4. it is. Telephone number. Could you con rm this? h. f. modern 5. fun loving 4. number and expiration date. begin on a rm or permanent basis.Activity 10 1. c. to supply or provide somebody/something with something. 2. 4. My husband and I would like a double room. Know How to a. a promise. fashionable 3. private 6. 8. leaving on 7 August. Activity 17 1. 9. 10. a written statement of money owed for goods or services supplied. I should establish a user pro le. I would also be grateful if you could tell me the price of each room? k. 7. colorful Activity 22 1. appropriate or suitable. 8. How to make an online hotel reservation. 9. Please let me know if you have rooms available for these dates. 7. 6. 7. 6. The ight will be arriving at 4 o'clock p. an of cial document that gives somebody the right to do something. Answer Key 163 . One hour before departure time. sunning 5. Activity 19 1. relevant. We hope to stay for ten nights. d. He wants to con rm his ight. 4.

the force or stress given to a word or words when spoken. not thinking about other less important things 6. information. with white lines on a blue background • masterpiece:a task done with great skill. "Are you going to quit your job?" 3. facts. to be used in writing a book. 2. 7. "Why aren't you working at your desk?" 4." 8. effort. Tita said that she had seen a presentation yesterday. credibility: the quality of being generally accepted and trusted Activity 15 1. lesson a talk giving information about a subject to an audience or a class. F 8. 9. understanding the power of understanding 2. etc intensely on something. Activity 21 1. The manager said that the presentation was really good. Ivan said that he thought he should look for a better job. to be able to deliver the night explanation for the audience Activity 16 1. a practice performance of something 8. Edi said that he would make a call tomorrow. My boss asked me. The secretary said that I had to make an appointment to meet the director. overbearly (adv) very great. 10.Unit 3 How's the Progress? Activity 4 Topics Opportunities for futher expansion in Africa Some of the achievements made in Asia Some recommendations Description of the current position in Europe No 3 2 4 1 the meaning dear or to show importance 10. F 2. 3. Intan said. Ari told Ira. d 3. T 3. 4. etc. Content page 8. emphasis and intonation. "Will you be at the meeting?" 2. The secretary said. "Wait for me after lunch. very strong 3. "You don't have enough credit to make a call. Adi asked. The operator said. Leo said that he had taken a full time job. "Do you really love your job. etc. Conclusions 3. f a 7. especially an artist's greater's work. "Are you sick?" 9. T 6. Findings/Analysis 2. often as a part of teaching program 5. • blueprint:a photographic print of building plans. 6. My friend said. Recommendations 164 Communication Builder for Intermediate Level (Grade XII) . 6. concentrating on the sound of my voice 4. Tuti said that she had no draft on her desk." 10. practice presenting it at least once 2. 6. Rendi said that he would submit his report immediately. remembrance to learn something well enough to remember it exactly 9." 5. afraid 7. g 4. Ivan asked. 2. especially in order to make Activity 20 1. Title 7. e b 5. "You should take a long vacation. fearful not con dent." 7." 6. F 7. so that it has normal pauses. clumsy Activity 18 1. what time is it?" Activity 23 1. Rini asked. T 5. c Activity 24 1. focus to direct one's attention. 8. 4. My boss said that our company had successfully achieved its target. 2. as evidence. write the presentation and memorize it 5. learn to fill the room with my voice as described in lecture 3. T 4. "Denny. Acknowledgement 9. 5. Jaka asked. 3. Shanti said that she didn't like working under pressure. to make my body sit for the presentation day 7. Various answers. "You may use the telephone. T Activity 13 1.

a 6. he had it repaired. Press the power ( ) button. to take out the wire. 9. the printed information that tells you how to use a piece of equipment etc 2. had his portrait painted 4. "No. an interior decorator designed 5. Stories 5. to become or to make something suited to new conditions. 7. to function 2. to connect something to the electricity supply with a plug 4. "No. etc. I had it taken." Activity 21 1. d 4. I had it ironed. to take the plug of a piece of electrical equipment out of the socket. Slides 6. 2. and them choose Library > Airport Help. to join one or more things together 9. she had it installed. Activity 20 1. Glossary 5. to put all the parts of something together 8. 3. It helps us enter our Internet and email information and set up a user account on our iMac. "No. Answer Key 165 ." 8. a 4. Methodology Activity 25 1. c 3. We have to use AirPort Extreme technology or choose help > Mac Help. 9. a 9. "No. 8. "No. injury. 3. "No. these books arranged Activity 23 1. a 7." 10. Six Steps. etc that connects a machine or piece of equipment to something 10. he had it out. to keep somebody/something safe from harm. It's about how to set up an iMac. a 2." 2. 9. Introduction 11. the correct or normal way of doing something. to use and control a machine or equipment 4. a 3. an Apple Remote. and an AC Power Card. she had it washed. to cause something to continue 5." 7. have it cut 2. to push something rmly against a surface 6. Speech 2." 6. a 5. to begin operating once again 10. cable 3. Executive summary 10. It can help us automatically transfer les. "No. illuminated 5. or being used instead of another thing 7. they had it painted. Form and structure 3. 7. 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. to turn off electricity or an appliance with a switch 3. to work. a 8. a 2." 9. to choose something carefully. does he have his motor serviced 3. For making our desktop look the way we want." 5. On the back of the iMac. she had it cut. b 5. Apple ( ) > System preferences from the member. 6. Plug 2. 8. b 5. and other information from our previous Mac to our new iMac. Activity 19 1. Point of focus Core message Question Concise Unit 4 How Do You Operate This Machine? Activity 2 1. she had it posted. e Activity 3 1. applications. 7. outlet Activity 4 1. he had it done. "No. A Mighty Mouse. 6. Audience 4. "No." 4. to put something inside or into something else Activity 9 1. one of the types of food you use to make a particular 5. "No. a 10. panel 4. Appendix 6. 8. 4. f 6. to start doing something instead of another person. 10. pipe.4." 3.

5. and Dandy Manufacturing. d 30. open refer to press start close Activity 25 1. Activity 28 1. b 19. 15. c 34. b 54. place 4. 3. 2007 • Better Widget Makers. 4. c 4. although 4. in spite of (or despite) assisted in will receive is included in am seeking becontracted by 166 Communication Builder for Intermediate Level (Grade XII) . d 15. d 55. signature Activity 4 1. a 47. plug 8. b 43. F 4. d 7. d 14. date line 4. Activity 3 2. 4. Jr. • Sales Department of Better widget Makers. b 16. b 8. d 2. unplug 6. Well. In spite of (or despite) 2. Mr. c Unit 5 Dear Sir . listed 7. a 37. c 5. Rihanna. • Tiny Blue Widget. Finally pressed down the record and play button microphone. am very interested in 8. Inc. And than tested the voice level recorder. b 44. Safety from chemical leaks in the eld of chemical processing 4. Surat penerimaan 2.Activity 24 1. completed 10. enclosure Activity 24 1. a 38.50 • 10 days from the date of the letter. c 36. a 11. 13. Inc. After that you connected the microphone to the tape. attention line 6. Activity 17 1. b 6. c 40. ll 9. c 46. c 22. body text 6. d 50. letter head 2. place 5. 3. b 3. a 41. 12. T 5. c 12. d 42. b 21.. Surat penjualan Activity 19 1. d 45. a 10. c 32. Super Deluxe Red Widget • $ 1. 5. a 49. Surat permintaan 8. d 13. c 31. Activity 6 1. ll 10. c 9. open 7. b 18. Paris Hilton. Details of products and services together with references from other companies. c 20. c 25. d d Review 1 1. d 48. d 28. b 3. c 27. 5. 14. c 23. Then you put in the tape on it. a 51. am available 6. c 29. Bandung. body of letter 8. 2. 3. c 39. b 52. rst you have to plug in the cord. signature 10. date line 3. c 24. a 35. Although 3. F Activity 10 1. salutation 5. T 3. gained 9. • February 3. place 11. b 17. 5. a 53. Jorgie. place 3. Surat penawaran 7. Deluxe Yellow Widget. In spite of (or despite) 5. b 33. Inc. Activity 25 1. 6. F 2. To Iowa city. Surat tanggapan terhadap aduan atau klaim 10. 2. d 4.. Activity 15 • Jim Dandy. inside address 4. b 2. Surat lamaran pekerjaan 5. Surat aduan 6. Surat penolakan 9. Paris Hilton tell Rihanna that she has received Rihanna's letter. complimentary 7. Surat tanda terima 3. 2. 3. open 2. Surat penyesuaian 4.913. Then you can begin to record it. d 26. 2.

it does. Usually used when writing from one business organization to another.m. 9. 9. wire 4. Picture1: nurse uniform Picture2: mechanic Uniform Picture3: constructor Uniform 4. c. Take it out of the socket.30p. Replace the carrier in the fuse box. salutation 5. switch 3. hire 4. Is the switch working? b. a. 2. 3. Activity 2 1. If there is any water in the tank. 2. date line 3. A business letter is a letter written in formal language (English). Dear 2. 4. use them. 10. The fuse carriers. 7. inform 3. inside address 4. 8. 6. It is about how to mend a fuse. 3. Activity 21 1. touch them. nuts 6. 8. T : pre-scheduled on a three-week : mailed out each semester : 10:00a. T 2. require time application participation objection body of letter attention line complimentary signature enclosure Activity 4 1. Picture1: doing operation Picture2: xing the car Picture3: building a construction 3. identi cation 6. 2. 8. 4. Yes. A left-blocked format. 10. 6. insulate them rst. 5. Drive the car away. expansion 5. 10. If the wires are insulted. Look at it. fuse 2. Turn the bulb anti-clockwise. Activity 3 1. Switch on the electricity. In formal language. Activity 14 1. c 4. Activity 2 2. c. 7. 8. F 4. pull out 5. Unit 7 Sincerely Yours Activity 1 1. Test it. F Activity 5 Pest control Noti cation Technicians work 3. Is there any petrol in the tank? b. h 6. No.Unit 6 Keep Up the Good Work Activity 1 1. 5. 5. Fill it. Clockwise. Activity 15 1. Doing the job 2. 4. you must ll it rst. 2. T 5. b 2. If the pipes are blocked. 3. i a d e Activity 17 Paragraph 1 Paragraph 2 Paragraph 3 : Furniture in Portable Classroom : Special Request : Chairs of Loan Activity 19 1 a.m. To see if the wire is broken. turn on the tap. Repair it. The relationship between the parties concerned. 9. g 5. tellers Activity 3 1. We can see two burnt-out ends of wire. unblock them. they do. 9. But if there isn't any water in it. 7. 7. letter head 2. But if the pipes aren't blocked. 3. 5.–6. we can't. To keep the communication between two or more organization make. Yes. 7. f 3. clockwise choose end turn on lights Answer Key 167 . But if the wires aren't insulated.

the News and Observer 2. 45. his phone number or his email address 8. 5. 8. discipline Activity 13 1. 4. d 2. the application 7. both in house and costumer documentation 4. a 12. interviewed 4. 32. 33.? I like to wear a hat. a 16. unable 2. c 8. another 5. College's computer center 6. 6. c c b b d : Sentence 1 : Sentences 3. 40. Five days work. Meli . 25. Her uncle. a position as an entry-level programmer at the center. b 13. T 4. informal appropriate insincere important F F Activity 17 1. 29. b 18. I hate working in the evenings. his home address. 5. position interviewing successful applying question Activity 23 1. 6123 Farrington Road Apt. 35. a 9. 36. 1311 Chapel Hill NC 27514 168 Communication Builder for Intermediate Level (Grade XII) . 5. 38. b 10. 6. c 3. 4. 2. 4. 8. a 14. 39. b 20. 24. d c d b b d b a b c 31. b 6. 42. succinct 2. I like wearing a hat. distinctly 3. 2. a 2. Review 2 1. I don't like going to the cinema. 6. 43. engineer 3. b 5. 10. a 21. d c b a b c a b a d 41. 27. 7. b 5. Six hours. 26. 3. c Activity 20 1. 23. 7. F 3. 37. He likes taking photographs. General clerical assistants. Application letter. 3. d 4. 34. 28. 9. c 15. T Activity 15 Paragraph 1 Main ideas Supporting ideas Paragraph 2 Main idea Supporting ideas 5. 7. b 4. 3. No. b 3. c 19. 22. 6 : Sentence 1 : Sentences 2. Newspaper. F 2. experience 6. 4 Activity 16 1. 30. a 11.Activity 9 1. Activity 11 Business writing Activity 12 1. 44. crisp 4. it isn't. 3. She enjoys watching television. 5. b 7. Devry Institute of Technology in Atlanta 5. 8. a 17.

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