GLT 1008 (Effective Communication)

Practice 1 for Test

Part A -Complete the following dialogues appropriately. Use clues in the dialogues to
help you know how to respond.

Situation 1
Jonathan bought a shirt from a department store. After washing it once, he found that
it had shrunk and was too tight for him to wear. He took it to the department store to
make a complaint.

Customer Service Officer: Good morning, sir. How may I help you?

Jonathan:(1)_________________________________________________________
___________________________________________________________________

Customer Service Officer: Alright, sir. May I have your receipt and may I have a look
at your shirt?...... Well, it has certainly shrunk. Did you wash it in a machine or did
you hand wash it?

Jonathan:(2)_________________________________________________________
___________________________________________________________________

Customer Service Officer: The label says that you should have hand washed it.

Jonathan: I wasn’t aware of that.

(3)_________________________________________________________________
___________________________________________________________________

Customer Service Officer: I’m sorry, sir. If it’s an oversight on the part of the
customer, it’s not the company’s policy to compensate the customer.

Jonathan:(4)_________________________________________________________
___________________________________________________________________

Customer Service Officer: Alright, sir. I shall certainly remind our sales assistants to
highlight certain precautions that customers should take. I shall check with my
manager concerning what can be done.

Jonathan: That would be great. Thank you.

Situation 2

Your friend asks you to lend him Rm500.00 to pay his rent. You are hesitant about
lending him the money because he has not returned the RM100.00 that you had lent
him six months ago.

Tom: Hi, Jason. I just got your message that you wanted to speak with me urgently.
(1)_________________________________________________________________

___________________________________________________________________

Jason: Hi, Tom. Well, I need to borrow RM 500 from you because I haven’t
received my scholarship money and I need it to pay my rent soon or I will be thrown
out of the room I’m renting.

Tom:(2)____________________________________________________________

___________________________________________________________________

Jason: Yes, that’s correct. I will have to move out if I don’t settle my rent by this
week.

Tom:(3)____________________________________________________________
___________________________________________________________________

Jason: Oh,do you mean that I haven’t returned your money? I’m so sorry. I have
totally forgotten about that. If you lend me the RM500, I promise to return everything
to you as soon as my scholarship money comes in by the end of this month.

Tom: (4)___________________________________________________________
___________________________________________________________________

Jason: Okay, I understand your difficulty. Thanks for offering to let me stay at your
place, if necessary.
(Total: 2x 8= 16 marks)

Part B -Write a dialogue in seven exchanges for the following situation.

Situation: Your friend has been having a headache the whole afternoon and has not
been able to concentrate in class. Advise him/her on what he/she should do.

You:(1)______________________________________________________________

(to enquire)

Friend:(2)____________________________________________________________

(to explain)

You:(3)_____________________________________________________________
(to advise)

Friend:(4)____________________________________________________________

(to give reason for not accepting advice)

You:(5)______________________________________________________________

(to offer help)

Friend:(6)____________________________________________________________

(to thank)

You:(7)______________________________________________________________

(to respond to thanks and offer additional advice)

(Total = 18 marks)