Arrangement, Dealling, Confirmation

Confirming :
We use confirming expressions when we want to make sure about our arrangement on meeting,
flight booking , and etc.
The confirmation can be about the time, the place, and more details releating to our
Cancelling :
If we can’t come to the meeting or we void the flight, we can use cancelling expressions here are
the expression
Expressions used in confirming :
 I would like to confirm about…
 I want to make sure that..
 I want to ensure that..
Expression used for cancelling :
 I regret to tell you that I haveto cancel the meeting
 I am sorry that I will have to cancel my reservation
ke true statements, using the table

I Away Tomorrow
My Boss In (Makassar) This (Monday)
My Secretary Will be In the office Next (Tuesday)
My Colleagues Won’t be Back from At (ten)
(Bandung) free By (eleven)
Focus Grammar
uld you / would you mind
1. Would you + Verb1 + please ?
Would you send this letter, please ?
Would you please leave a massage ?
Jawaban Positif
 Sure
 Certainly
 Why not
 With a pleasure
 I’d be glad to
Jawaban Negatif
 I’m afraid I can’t
 I’m sorry I can’t
2. Would you mind + verb + ing, please ?
Would you mind examining this record ?
Would you mind calling him for me ?
Jawaban positif
 No, I don’tmind
 Not at all
 No of course not
 No, that would be fine
Jawaban Negatif
 I am afraid yes
 Yes, I do mind
3. Would you mind if + verb1
(Digunakan untuk meminta izin)
If I would you mind
Would you mind if used your phone
Would you mind I sat here
Example Dialogue
irman : Do you have any events this afternoon?
o : no sir, may I help you?
irman : yes, I invite meeting this afternoon to meet with clients
o : Okay sir, where and at what time the meeting will be held?
irman : about 01.00 pm after lunch
o : yes sir I will try later
irman : Okay I'll see you later
o : see you later sir 
Example Letter :
To:
Employees of the entire Marketing
In connection with the implementation of the meeting will be to determine how the company's
progress CV. FORWARD JAYA I hope you to attend a preparatory meeting will be held on:
Day / Date : Friday, March 25, 2013
Time : 09:00 to 11:00 pm
Venue : Meeting Room
Thus we convey this invitation, given the importance of this event then Mr / Ms please come on
time. For your attention, we thank you.
Malang, March 23, 2013
Director
Andi Ardumas
TASK 1
READ THE DIALOGUE AND THE ANSWER THE QUESTIONS
Abby : can we change the time of next week’s meeting
Mike : why ? what’s the problem ?
Abby : they confirm the meeting schedule. It’ll be free after lunch
Mike : i am cannot make it
Abby : what about the 3 p.m ?
Mike : all right. I’ll be there
Questions :
1. What will they have ?
2. When will it be ?
3. Where will it be ?
4. Can they make it on that day ?
5. Do they cancel the meeting to the another day ?
6. What the solution ?
TASK 2
LISTEN TO THE DIALOGUES OF “CONFIRMATION”

Manager : apple tree restaurant, good morning
Woman : can i speak to the_______please ?
Manager : speaking.
Woman : ______________for tomorrow please.
Manager : yes madam, for how many___________?
Woman : for seven
Manager : and _____________________order ?
Woman : oh, about ________________i should think.
Manager : let me check for seven at 12.30 on Wednesday. And what for was it please ?
Woman : me. Adi Setya Dharma
Manager : very good, Madam. We look ________to __________you.
Woman : thank you. Goodbye
Manager : goodbye
TASK 3
READ THE DIALOGUES AND THEN ANSWER THE QUESTIONS
Travel Agents :
Good morning, Mars Travel, richard speaking.
Vania : good morning. I am Vania from Avecto Oil Company. I talked to you last week about Mr. Smith’s trip to
New York. You asked me to call you back today.
Travel Agent : yes, that’s right, let get your file. I have confirmed all air reservation, but i am still waiting to hear from the
hotel owing to the time difference, i don’t expect to hear until 2p.m our time
Vania : did i tell you i wanted bussiness class ?
Travel : well, i don’t have anything on file requesting Bussiness Class seat.
Vania : can you up-grade it Business Class, please ?
Travel Agent : weel, i will see what i can do. Mean while, let me check the rest of the detais. Depart London Heathrow,
Wednesday 31 September 2011 at fourteen hundred hours. Arrive New York in the same day at seventeen hundre
Hours. A single at the Wardlof Austriafrom 31st september to 7th October. Depart New York for London twenty
two hundred hours October 7th and arrive London Hethrow October 7th and arrive London at 7th at 08:00 a.m.
Vania : yes, that’s right. Which terminal at the airport ?
Travel Agent : terminal C4. Before i forget, Mr. Smith has two accounts with us, which one shall i charge it to.
Vania : Avecto, 145 Sudirman Street
travelAgent : i’ll call you back at two o’clock to confirm
Vania : thanks. Good bye
Question :
1. Who will go to New York ?Mr. smith
2. How will he go ?he go by travel agent
3. Who arranges his reservation ?caroline
4. What kind of tickets does she want ?bussiness class
5. When will Mr. Smith go to New York ?on Wednesday, 31 september 2011
6. What time will he arrive in New York ? at seventeen hundred hours
7. How long will he be in New York ?for seven days
Task 4
Practice dialogue with your partner. List the problem and write down the action
Tya : i’m afraid all meeting rooms are reserved.
Aldo : we’ll have to begin earlier.
Tya : we can’t do that.
Aldo : why not ?
Tya : the people from the branch office can’t come before eleven.
Aldo : why don’t we meet in your office?
Tya : oh okay, let’s do that
Problem : 1).
2).
Solution :
Cindy : are you still OK for Monday ?
Bagus : no, I’m sorry. Can we make it another day ?
Cindy : yes, what’s the problem ?
Bagus : i have an important deadline and my secretary is going to be away.
Cindy : Ok, call me next week, we’ll arrange another day.
Problem : 1).
Solution :
RE WRITE THE FOLLOWING SENTENCES WITH WOULD YOU MIND + VERB-ING OR WOULD
YOU MIND IF I + VERB IN PAST. NUMBER 1 AND NUMBER 2 ARE THE EXAMPLE
1. I am sorry. I did’nt understand what you said. Would you mind (repeat)... repeating .. that.
2. I am getting tired. I’d like to go home and go to bed. Would you mind (leave) ..if i left.. early.
3. A : are going to the post the post office?
B : yes
A : would you mind (mail ) ... this letter for me ?
B : not at all
4. A : are you coming with us ?
B : i know i promise to go with you , but i’m not feeling very good
Would you mind ( stay ) ... home ?
5. A : i still don’t understand how to work this algebra problem. Would you mind ( explain ) ... it again ?
B : no at all. I’d be happy to.
6. It’s getting hot in here. Would you mind ( open ) ... the window ?
7. This is probably none of my bussiness. Would you mind ( ask ) ... you a personal question ?
8. A : would you mind ( smoke ) ... ?
B : i’d really rather you didn’t.
9. A : excuse me. Would you mind ( speak ) ... a little more slowly ? i didn’t catch what you said.
B : i’d be happy to.
10. I don’t like this TV program. Would you mind ( change ) ... the channel ?
Task 4 4444444
LOOK AT THE VIDEO THEN ANSWER THE QUESTIONS AFTER LOOK THE VIDEO !
1. What about the contains about this video ?
2. What the nexy process after bring up your confirmation email ?
3. From the video we can cancel the meeting using ? And what the name of application ?
4. What is receive after confirmation stating the cancellation ?
Task 5
COMPLETE THE DIALOGUE BY CHOOSING THE CORRECT ANSWER !

Randy : good evening, Biara Nice reservation ..............(1)
Jimmy : ah, yes, two days ago i ...... (2)a reservation for double room with shower for january 24th, 2012. But now i’m
afraid i’ll have to cancel it.
Randy : let me .......(3) what name is it ?
Jimmy : i booked it for Mr. And Mrs. Martin La Vega for Venezuela
Randy : ah ... here it is. For January 24th to 30th, isn’t it ?
Jimmy : yes, it is.
Randy : do you want to change the .........(4)?
Jimmy : no, it seems they’ve been forced to .........(5) their trip to Indonesia
Randy : well, i’ve cancelled the booking. Hope we can serve you at some other time.
Jimmy : .........(6) good bye.
The options
a. May i book the room ? a. Reservation
b. Could i book a room b. booking
c. Can i help you ? c. booked
d. What kind i do for you d. reserve
a. Made a. postponed
b. Is made b. Be postponed
c. Make c. postpone
d. Is making d. postponing
a. Check a. Thanks for your canceling

b. Checked b. Thanks for everything
c. Go check c. Thanks for your coming
d. Want to check d. Thanks for your help.
Find a partner and arrange dialogue based on the following situations.

1. you booked plane ticket from Lion Air leaving for jakarta on Saturday 4pm . You phone the airline
officer that you have to cancel it because one of your family is hospital
you :
airline staff :
you :
airline staff :
you :
airline staff :
you :
airline staff :
2. you’ve reserved two double rooms in Bali Beach Hotel for the end of this month. You cancel your
reservation because you have to go Germany to accompany your boss.
You :
Hotel recepsionist :
You :
You :
You :
3. you’ve booked a ticket on Argo Bromo leaving for Jakarta tomorrow. You confirm your
reservation that you’ll take it and asked about the departure.
You :
The station officer :
You :
The station Officer :
You :
You :
Kegiatan Belajar Siswa

Pokok Bahasan: JOB CONVERSATION
SK : Berkomunikasi dengan Bahasa Inggris setara Level Intermediate
KD : Memahami percakapan terbatas dengan penutur asli
Kegiatan belajar 1
Tujuan Pembelajaran:
1. Siswa dapat menggunakan ungkapan untuk membuat reservasi dengan tepat.
Materi
JOB CONVERSATION
In this unit, we will learn about job conversation. There are many conversations dealing
with job. Reservation making, complaint handling, and interviewing are some of them. Besides,
there are some grammatical reviews which is used in this theme.
We have to practice it frequently in order to master all of these conversation. It will be
useful for you to find a job in the future.
Now, let we start our lesson!
Making a Reservation
Making a Reservation maksudnya adalah memesan kamar Hotel atau penginapan lainnya.
Pemesanan Kamar dapat dilakukan langsung atau melalui telepon. Melayani pemesanan kamar
merupakan hal yang perlu dilakukan. Orang-orang yang bekerja di garis depan atau orang yang
pertama sekali melayani tamu, adalah orang-orang yang menentukan dan merupakan cerminan
dari semua orang yang bekerja di Hotel tersebut. Oleh karena itu, gunakan bahasa dan ungkapan
yang baik sebagai bentuk Pelayanan Prima (Service Excellent) bagi tamu Hotel Anda.
Berikut ini adalah contoh-contoh ungkapan ataupun percakapan conversation bahasa
inggris yang sering digunakan baik bagi resepsionis atau tamu Hotel.
 Vocabularies dealing with reservation

 Receptionist (n)
 Guest (n)
 Room (n)
 Single room (n)
 Double room (n)
 Executive room (n)
 President suite (n)
 Family room (n)
 Reserve (v)
 Book (v)
 Ungkapan Yang Sering Digunakan Oleh Resepsionis

 Enterprise Hotel, Lisa speaking. How can I help you? Hotel Enterprise. Dengan Lisa di
sini. Ada yang bisa saya bantu?
 What date are you looking for? Mau pesan kamar tanggal berapa?
 How long will you be staying? Mau menginap berapa lama?
 How many adults will be in the room? Orang dewasanya berapa orang?
 I’m afraid we are booked that weekend. Kalau minggu ini, semua kamar sudah dipesan.
 There are only a few vacancies left. Masih ada beberapa kamar yang kosong.
 We advise that you book in advance during peak season. Kami menyarankan Anda
memesan kamar lebih cepat pada masa-masa puncak liburan.
 Will two double beds be enough? Apakah double bed cukup?
 Do you want a smoking or non-smoking room? Mau kamar yang bebas rokok atau tidak?
 The dining room is open from 4 pm until 10 pm. Restoran buka dari jam 4 sore sampai
jam 10 malam.
 We have an indoor swimming pool and sauna. Hotel kami memiliki kolam renang di dalam
hotel dan sauna.
 We serve a continental breakfast. Kami melayani sarapan masakan Asia.
 Cable television is included, but the movie channel is extra. TV Kabel sudah termasuk
dalam biaya, namun channel Film ada biaya tambahan.
 The rate I can give you is 99.54 with tax. Saya bisa memberikan harganya 99,54, sudah
termasuk pajak.
 We require a credit card number for a deposit. Kami butuh nomor kartu kredit untuk
deposit (sejumlah uang yang digunakan untuk panjar hotel. Jumlah Deposit bisa saja lebih dari
biaya hotel, dan akan dikembalikan pada saat check out)
 Ungkapan Yang Sering Digunakan oleh Tamu Hotel
 I’d like to make a reservation for next week. Saya mau pesan kamar untuk minggu depan.
 Is it necessary to book ahead? Perlu pesan kamar dulu?
 Do you charge extra for two beds? Ada biaya tambahan untuk 2 kamar tidur?
 Do you offer free breakfast? Sarapannya gratis?
 Is there a restaurant in the hotel? Ada restoran di hotel Anda?
 Do the rooms have refrigerators? Ada kulkas dalam kamar?
 Is there an outdoor pool? Ada kolam renang yang diluar ruangan?
 Do you have any cheaper rooms? Ada kamar yang lebih murah?
 When is it considered off- season? Kapan yang dianggap bukan musim yang padat?
 Contoh Percakapan:
Receptionist : Thanks for calling Quality Inn. Morine speaking. Terima kasih karena telah menghubungi
Penginapan Quality. Dengan Morine disini.
Caller : Hello. I’m interested in booking a room for the September long weekend. Hello. Saya mau
pesan kamar untuk akhir pekan yang panjang di bulan September.
Receptionist : I’m afraid we’re totally booked for that weekend. There’s a convention in town and we’re the
closest hotel to the convention center. Waduh, sepertinya semua kamar sudah dipesan pada
tanggal yang Anda minta. Ada konvensi di dekat hotel kami.
Caller : Oh, I didn’t realize. Well what about the weekend after that? Oh begitu ya. Bagaimana kalau
setelah itu?
Receptionist : So… Friday the seventeenth? Jadi … Jum’at tanggal 17?
Caller : Yes. Friday and Saturday. Ya. Jum’at dan Sabtu.
eceptionist : It looks like we have a few vacancies left. We recommend that you make a reservation, though.
It’s still considered peak season then. Sepertinya masih ada komor kosing. Saran kami Anda
secepatnya buat pemesanan. Ini masih liburan puncak.
aller : Okay. Do you have any rooms with two double beds? We’re a family of four. OK. Ada kamar
dengan 2 double bed? Kami sekeluarga ada 4 orang.
eceptionist : Yes, all of our rooms have two double beds. The rate for that weekend is $129 dollars a night.
Ya. Semua kamar memiliki 2 double bed. Rate (harga) nya pada akhir minggu itu adalah $ 129
per malam.
aller : That’s reasonable. And do you have cots? One of my daughters might be bringing a friend.
Masih terjangkau. Salah satu putri saya mungkin membawa teman. Kena biaya ya?
eceptionist : We do, but we also charge an extra ten dollars per person for any family with over four people.
Iya. Tapi hanya dikenakan biaya tambahan 10 Dollar per orang dengan keluarga yang lebih dari
4 orang.
aller : Okay, but I’m not positive if she is coming. Can we pay when we arrive? OK. Tapi belum positif
kalau dia mau datang. Bisa kami bayar kalau kami sampai di hotel saja?
eceptionist : Yes, but we do require a fifty dollar credit card deposit to hold the room. You can cancel up to
five days in advance and we will refund your deposit. Ya. Tapi kami butuh 50 Dollar dari kartu
kredit Anda untuk deposit kamar tersebut. Anda dapat membatalkannya 5 hari sebelumnya dan
kami akan mengembalikan deposit Anda.
aller : Great, I’ll call you right back. I have to find my husband’s credit card. Baiklah. Saya akan
menelpon Anda lagi nanti. Saya akan minta Kartu Kredit suami saya.
eceptionist : Okay. Oh, and just to let you know…our outdoor pool will be closed, but our indoor pool is open.
Baik. Oh, dan perlu Ibu ketahui bahwa kolam renang di luar ruangan kami akan ditutup, tapi yang
di dalam ruangan akan dibuka.
Penjelasan
 Jika Anda adalah orang yang memesan kamar di hotel, sebelum Anda memesan kamar
melalui telepon, pastikan memang Anda telah mendapatkan informasi tentang Hotel tersebut,
sesuaikan dengan apa yang Anda harapkan seperti kemacetan, transportasi, restoran, dll.
 Jika Anda adalah orang yang memesan kamar, peroleh semua informasi tentang hotel
tersebut seperti biaya hotel, jenis kamar, fasilitas yang ada di dalam kamar, kolam renang,
restoran, sarapan pagi (sebab biasanya ada hotel yang tidak memasukkan sarapan dalam biaya
penginapan), biaya tambahan termasuk pajak, sauna, fitness center, dll.
 Jika Anda seorang Resepsionis, pastikan pelanggan Anda mendapatkan informasi-
informasi yang perlu dia peroleh seperti hal-hal di atas, agar tidak ada pembatalan pemesanan
kamar dan mengurangi kekecewaan pelanggan. Sebab tidak semua pelanggan mengetahui betul
tentang Hotel Anda. Mungkin ia hanya mendengar dari teman-temannya yang informasinya
belum tentu benar, atau ada perbaikan-perbaikan pelayanan di Hotel Anda yang belum sempat
disosialisasikan.
 Informasi tentang pengembalian deposit perlu disampaikan kepada pelanggan Anda.
Informasikan kapan batas akhir pelanggan Anda dapat membatalkan pemesanan kamarnya.
Task 1
Situation: Making reservation for booking a hotel room

Hotel Receptionist = HR
The caller = C
HR : Plaza Hotel, Good morning. Leo’s speaking

C : Ah yes, I ____________ to book 2 rooms for myself and my father.
Could you tell me _________ of a single room per night?
HR : Certainly. The ___________ of a single room is $ 40.

would you like to have them?
C : From the 25th to 28th of February
HR :___________ on the 25th, leaving on the 28th, three nights?

C : That’s right
HR : Just a moment please.

C : Alright.
HR : it’s your fortune day, Sir. We’re _____________ on 25th until 28th of February
2013.
C :. I take it.
HR : Of course, Sir. May I ______ your full name?
C : Edward Forrer.
HR : can you ______ your name, please?
C : E-D-W-A-R-D F-O-R-R-E-R
HR :. __________________
C : you’re welcome.
Kegiatan belajar 2
Tujuan Pembelajaran
1. Siswa dapat menggunakan ungkapan untuk mengajukan keluhan dengan tepat.
 Expression dealing with Handling complaints

o Excuse me. I have a problem with my phone I bought in your shop yesterday.
o I apologize for your inconvenient.
o I am very sorry, Sir
o We will check it first.
o We will repair it soon.
o I received my order from your boutique. But there is no belt here. You know, the gown will be
imperfect without the belt.
o I have registered my cell phone number, but why do you cut the net
o You are right, we will change it.
o We will continue your problem to our manager.
o Well, thank you for your attention
o You are welcome
Contoh percakapan tentang handling complaint
Complaint Dialogue In Aston International Hotel

Percakapan mengenai Keluhan Tamu pada Hotel Aston Internasional
F : Good Morning Sir. May I help you?

S : Actually, I just got the news that my flight will arrive at 4.30 PM but it supposed to come at 10.00
AM. I am 60 years as you see, so it will be so difficult for me to wait in the airport for such a long
time. I want to occupy your room till the afternoon.
F : Sir, you are lucky as we don’t have any booking of that room till afternoon. But sir, as you know,
12.00 PM is our last check out time and if you like to stay more then you have to pay for that.
S : What ??? (with the loud voice). What the hell are you talking? Why I have to pay?
F : Sir, it is the rule. Sir, you will be happy to hear that you will not have to pay full room rent. If you
stay till afternoon then you will be charged only 50% of the room rent.
S : Hey men. Don’t you know I have settle my account already?
F : Yes… Sir… But …
Ya Pak…..Tapi……
S : What but? Listen…..hey listen to me. I will not pay a single cent for 4 hours. Are you deaf? I will
not pay anymore. Is it clear to you?
F : Sir, I really understand your problem. But I am afraid I have nothing to do. 12.00 PM is our last
check out time and if you want to stay more you have to pay, that is the rule we have for all our
guest.
S : I have been staying in this hotel for 3 days. Your service is so poor. I will complaint against you.
F : We are very sorry Sir. OK… I can do one favor for you.
S : What ???
F : Sir, after 12 you can leave your baggage to us and enjoy in our lobby. And you will not be charged
anymore.
S : Damn it man! You people are mad. Listen to me clearly. I know how hard to earn money. I will not
pay anymore for 3 to 4 hours.
F : Sir, you can really enjoy in our lobby for the rest of the time.
S : No….never. I like to sleep in my room till 3 PM and I will never pay anymore.
F : Then Sir please be seated in our lobby. I am calling our manager. He is the right person to solve
your problem. Please be sited there. Our manager will come within 5 minutes.
S : Ok, I am waiting. Let him come and talk to me.
F : Thank you Sir for your patience !
Task 2
Read the dialogue of handling complaint above. Write the wrong things and the right things
that must be done by customer and receptionist in making and handling complaint!
Note:
Tamu harus tahu aturan yang berlaku dan benar-benar yakin untuk membuat keluhan.
Dalam kasus ini tamu tersebut tidak mengetahui aturan yang berlaku di
hotel tersebut.SeharusnyaTamu tersebut harus mengetahui bahwa waktu terakhir tamu harus
meninggalkan hotel adalah pukul 12:00 siang menurut aturan yang biasa digunakan secara
internasional.
Hal ini ditunjukkan pada kalimat :
….“ Apa??? (dengan suara keras). Apa sih yang sedang Anda bicarakan? Mengapa saya harus
membayar? ”
The guest must know the rule and make absolutely sure it is necessary to complain. In this case
the guest doesn’t know the rule that applied in hotel. The guest should know that 12.00 PM is
hotel’s last check out time, according to international rule.
It is shown in this sentence:
…. “What ??? (with the loud voice). What the hell are you talking? Why I have to pay?”
b. Tamu tidak boleh berkata kasar saat menyampaikan keluhan. Namun dalam kasus ini tamu
berbicara kasar saat menyampaikan keluhan. Hal ini ditunjukkan pada kalimat :
….“ Tapi apa? Dengar... .. hei dengarkan saya. Saya tidak akan membayar satu senpun untuk 4
jam. Apakah Anda tuli? Saya tidak akan membayar lagi. Apakah sudahjelas bagi Anda?”
….“Sialan! Anda gila. Dengarkan saya dengan jelas. Saya tahu betapa sulitnya untuk
mendapatkan uang. Saya tidak akan membayar lagi untuk 3 sampai 4 jam.”
The Guest never be rude when complaining. But in this case the guest talking rudely . It is shown
in this sentence:
….“ What but? Listen…..hey listen to me. I will not pay a single cent for 4 hours. Are you deaf? I
will not pay anymore. Is it clear to you? ”
….” Damn it man! You people are mad. Listen to me clearly. I know how hard to earn money. I will
not pay anymore for 3 to 4 hours. “
c. Keluhan harus disampaikan sesegera mungkin untuk meminimalisasi permasalahan. Pada
percakapan ini, tamu tersebut segera menyampaikan keluhannya setelah dia mendengar
informasi yang membuat dirinya tidak nyaman. Hal ini ditunjukkan secara implisit dalam
percakapan di atas.
Complain must be communicated immediately to minimalist problems. In this conversation, the

guest communicate his complaint immediately after he got the information which make him
uncomfortable. This is shown implicitly in the conversation above.
d. Anggaplah baik perusahaan maupun tamu berada di posisi yang benar. Namun dalam kasus ini
tamu bersikeras bahwa kesalahan ada pada pihak hotel. Hal ini ditunjukkan secara implisit dalam
percakapan di atas.
Consider both the company and guests in the right position. But in this case the guests insisted
that the fault in hotel side. This is shown implicitly in the conversation above.
Analisis Cara Menangani Keluhan

Analysis of Handling Complaint
a. Selalu berpikir positif dan membantu tamu anda. Hal ini ditunjukkan pada kalimat :
…. “Itu sudah peraturan Pak. Anda akan senang jika mendengar bahwa Bapak tidak harus
membayar sewa kamar penuh. Jika Anda tinggal sampai sore hari maka anda akan dikenakan
biaya hanya 50% dari sewa kamar”.
Be positive and helpful to your guest. It is shown in this sentence:

…. “Sir, it is the rule. Sir, you will be happy to hear that you will not have to pay full room rent. If
you stay till afternoon then you will be charged only 50% of the room rent”.
b. Pelanggan bisa marah ketika mereka mengeluh, jadi cobalah menjadi simpatik (pengertian),
mendengarkan mereka dengan sabar, tidak pernah menaikkan suara Anda atau berdebat.
Jangan pernah mengakui bahwa produk perusahaan Anda cacat/rusak, malah sebaliknya,
yakinkan bahwa keluhan tersebut adalah kasus yang tidak sering terjadi di perusahaan. Pada
saat yang sama, yakinkan bahwa Anda memahaminya dan memberikan simpati , namun jangan
membuat janji yang ada kemungkinan untuk tidak bisa ditepati. Hal ini ditunjukkan pada kalimat
:
…. “Pak, saya benar-benar mengerti masalah Bapak. Tetapi saya takut tidak dapat melakukan
apa pun. Tamu harus meninggalkan hotel paling lambat jam 12.00 siang dan jika Anda ingin
tinggal lebih lama, anda harus membayar, ini adalah aturan yangkami terapkan untuk semua
tamu kami”.
Customers can get mad when they complaining, so try to be sympathy, listen to their complaint
patiently, do not ever raise your voice or debating with your customer. Don’t ever claim that your
company product is failed, otherwise, convice them that this case is unusual in your company. In
the same time, make them believe that you understand and sympaty with their problem, but don’t
ever make a promise that can’t be fulfiled. It is shown in this sentence:
…. “Sir, I really understand your problem. But I am afraid I have nothing to do. 12.00 PM is our
last check out time and if you want to stay more you have to pay, that is the rule we have for all
our guest”.
c. Selalu mengucapkan terima kasih kepada pelanggan (meskipun mereka benar atau salah), atas
pengaduan yang mereka sampaikan untuk mendapatkan perhatian perusahaan (membuat Anda
menjadi tahu permasalahannya). Dan katakan kepada mereka bahwa perusahaan Anda akan
selalu siap untuk membantu mereka. Hal ini ditunjukkan pada kalimat :
…. “Terima kasih untuk pengertian Bapak”
Always say thank to the costumer (wheter they right or wrong) for their complaints, that make you
know and aware with the problem. And say to them that company will always ready to serve and
help them. It is shown in this sentence:
…. ”Thank you Sir for your patience !”
Kegiatan belajar 3
Tujuan Pembelajaran:
1. Siswa dapat menggunakan ungkapan untuk membuat kesepakatan.
2. Siswa dapat menggunakan ungkapan untuk memastikan dan membatalkan kesepakatan dengan
tepat.
 Expressions dealing with confirmation and cancellation:

o I’d like to confirm my flight to Singapore.
o I regret to tell you that I have to cancel our appointment.
o I’m afraid I have to cancel my flight.
 Expressions dealing with arrangement

o What will you do on Holiday?
o I am going to go picnic.
o What about tonight?
o How about tomorrow?
o I’m sorry. I have got something to do tomorrow. What about Sunday?
Contoh percakapan tentang making arrangement, cancelation and confirmation
Task 3
Kegiatan belajar 4
Tujuan Pembelajaran
1. Siswa dapat menggunakan ungkapan untuk menyatakan keinginan atau situasi yangtidak nyata
baik untuk masa depan, masa kini atau masa lampau dengan tepat.
 Grammar Review
CONDITIONAL SENTENCES
Conditional sentences are also known as conditional clauses or “if” clause. They are used to
express that the actions in the main clause (the clause without if) can only take place if a certain
condition (in the clause with if) is fulfilled. There are three types of conditional sentences.
(If Clause)
1. PRESENT REAL
IF CLAUSE MAIN CLAUSE FACT
it is possible to happen.
if+Simple Present I may graduate in
S+Modal1(will)+inf.+O
If I graduate in November so I may
I will take master degree in December
November take master degree in
December.
2. PRESENT UNREAL
Simple Present
if+Simple Past I don’t graduate in
S+Modal2(wouldl)+inf.+O
If I graduated in October so I can’t take
I would take master degree in November
October master degree in
November.
3. PAST UNREAL
Simple Past
if+ Past Perfect I couldn’t take master
S+Modal2(would)+have+V3+O
If I had graduated in degree in July because
I would have taken master degree in July.
March. I didn’t graduate in
March.
Catatan:
1. Pernyataan dalam SUBJUNCTIVE dan CONDITIONAL SENTENCES selahu
bertentangan dengan fakta.
2. Perubahan-perubahan TENSES yang terjadi dalam SUBJUNCTIVE juga berlaku
dalam CONDITIONAL SENTENCES.
3. IF dalam IF CLAUSE dapat dihilangkan jika terdapat kata bantu SHOULD,
WERE, dan HAD dalam IF CLAUSE.
ex: If I had been rich – Had I been rich
Contoh Conditional sentence

Tipe 1
 If I have a lot of money, I’ll buy a car.
(Jika aku punya banyak uang, saya akan membeli sebuah mobil)
 If he runs quickly, he will get there soon.
(Jika dia berlari dengan cepat, maka dia akan sampai disana segera)
 I will visit them if I have enough time.
(Saya akan mengunjungi mereka jika saya punya waktu)
Tipe 2:
 He would come if you invited him.
(Dia akan datang jika kamu mengundangnya)
 What would you do if She came here?
(Apa yang akan kamu lakukan jika dia datang kemari?)
 She would help you if you told her the truth.
(Dia akan menolongmu jika kamu menceritakan kebenarannya)
Were
Pada pengandaian Tipe ini, semua subjek menggunakan “were”.
Contoh:
 If I were a bird, I would fly in the sky.
(Jika saya seekor burung, saya akan terbang di angkasa)
 I would forgive him If Iwere you.
(Saya akan memaafkannya jika saya jadi kamu)
 She said that she would stay at home if she were me.
(Dia berkata bahwa dia akan tetap berada di rumah jika dia menjadi saya)
Tipe 3:
 If we had known you were there last year, we would have written you a letter.
(Kalau kami tahu kamu ada disana tahun lalu, kami akan menyuratimu)
 He could have come here if you had invited him yesterday.
(Dia akan datang jika kamu telah mengundangnya kemarin)
 They might have employed me if I had had work experience.
(Mereka mungkin akan mempekerjakan saya jika saya punya pengalaman)
Task 4
Make a conditional sentence based on the situation below!
1. my friend will not come this afternoon.
2. you can’t come.
3. Bobby is not coming with Angelia.
Tipe 2:
1. I am not rich.
2. I don’t have enough time to finish my wor
3. Ririn is not old enough to be John’s girl friend
Tipe 3
1. I didn’t wash my clothes yesterday

2. Irwan didn’t answer the questions well.
3. Christian Ronaldo’s team couldn’t beat the German team.
4. you were not here last night, So I couldn’t see you.
1) http://swarabhaskara.com/miscellaneous/conditional-sentences-part-2/
SUBJUNCTIVE
 Subjunctives with wish, if only, would rather.

Subjunctive is used to express a desire or a condition which cannot be fulfilled.
Subjunctives are used after if/if only (kalau saja), as if/as though (seolah-olah) and
afterwish (berharap)
Forms:
Past subjunctive has the same form as the simple past in all verbs , except to be, of which the
past subjunctive is were for all persons.
- if only I had much money ( I don’t have much money)
- I wish I were rich ( I am not rich)
Past perfect subjunctives are used when the supposition refers to the past.
- if only I had accepted my wife’s request (I didn’t accept my wife’s request)
- many people wish tsunami hadn’t stricken the beach area ( tsunami struck the beach area)
Past subjunctives can be used for indicating or expressing:

1. Improbability or unreality in the present
- if only I had wings (unreal)
2. Unreal situation in the present
- I wish I knew ( it implies that “I don’t know”)
3. A kind of regret in the present
- I wish I could go to Aceh as volunteer (I am sorry I can’t go)
Past perfect subjunctives have the same functions as past subjunctives, but they refer to the
past:
- if only you had called me last night (you didn’t call me last night)
- I wish you had given me a gift (you didn’t give me a gift)
Usually the idea following as if/as though is untrue

Verb form after as if/as though
- She talked to him as if he were a child (he isn’t a child)
- When she came in from the rain storm, she looked as if she had taken a shower with her
clothes on (she didn’t take a shower with her clothes on)
- He acted as though he had never met her (he has met her)
- She spoke as if she wouldn’t be here ( she will be here)
Task 5
Complete each sentence with as if/as though

1. (his animals aren’t people)
I know a farmer who talks to his animals as if his animals were people)
2. (She speaks English)

She speaks English_____________________________________________
3. (You didn’t see a ghost)

What’s the matter? You look______________________________________
4. A giant buldozzer didn’t drive down main street

After the tornado, the town looked_________________________________
5. (I don’t have wings and can’t fly)

I was so happy that I felt_________________________________________
Answer the questions:

1. Where do you wish you were right now? What do you wish you were doing?
2. Are you pleased with the weather today, or do you wish it were different?
3. What do you wish about the place you were living?
4. Look around this room, what do you wish were different?
5. is there anything in your past life that you would change? What do you wish you had or hadn’t
done?
A. Create a dialogue of making and handling complaint based on the situation below !
You just returned from a holiday in Solo. Unfortunately, the holiday was spoiled because the
hotel room was dirty, the hotel was very noisy and the food was atrocious. You feel that the travel
agent should refund you some of the money. Telephone him and make your complaint tactfully.
B. Fill the following sentence space of the dialogue with the sentences or phrases provided !
Receiptionist : …………………(1). Can I help you ?
Mr. Arga : Yes, could I have ……………(2) for the night ?
Receiptionist : Certaintly. Single room or a double ?
Mr. Arga : Single, ……………..
Recepcionist : Would you like a room with (4) …………… or a bath ?
Mr. Arga : A shower. How much is the room ?
Receiptionist : (5) ………… for the room and breakfast. Would you like an
evening meal ?
Mr. Arga : No, thanks. Just breakfast. Can I buy by (6) ……….. ?
Receptionist : Yes, of course. We take Visa and Master Card as well as Dinner
Club. Could you sign (7) ………… please ?
Mr. Arga : Yes, sure. Do you want my address,too ?
Receiptionist : No, just a signature. Do you have (8) ………… ?
Mr. Arga : just a bag
Receiptionist : (9) …………. Your room number is 311. I hope you
(10) …………
Mr. Arga : Thanks.
Choices:
a. a room f. Enjoy your stay

b. please g. a shower
c. Good morning h. the register, please
d. Rp. 225.000,- i. have any luggage
e. Here is your key j. credit card
C. Conditional Sentences Type I, II or III
Complete the Conditional Sentences with the correct form (Type I, II or III).
1. If I (be) __________________ stronger, I would help you carry the piano.
2. If we had seen you, we (stop) __________________.
3. If we (meet) __________________him tomorrow, we will say hello.
4. He would have repaired the car himself if he (has) _________________ the tools.
5. If you drop the vase, it (breaks) __________________.
6. If I had not studied, I (not/pass) __________________ the exam.
7. I would not go to school by bus if I (have) __________________a driving license.
8. If she (not/see) __________________ him every day, she would be lovesick.
9. I (not/travel) _________________to London if I don't get a cheap flight.
10. We would be stupid if we (tell) ___________________him about our secret.
D. Write down what the following sentences imply

Example: I wish I had much money = I’m sorry I don’t have much money
1. The President wishes all Indonesian people donated some money to the tsunami victims
Fact: _____________________________________________________________________
2. Many people wish earthquake and tsunami had not stricken the beach areas
Fact: _____________________________________________________________________
3. The man wishes He could find his lost child

Fact: _____________________________________________________________________
4. My grandmother wishes many tsunami victim children weren’t illegally adopted

Fact: _____________________________________________________________________
5. If only I had gone to Bali for my vacation last year

Fact: _____________________________________________________________________
6. If only you had told me about the disaster earlier.

Fact: _____________________________________________________________________
7. If only the family hadn’t swum in the beach

Fact: _____________________________________________________________________
8. My mother wished I had taken her advice

Fact: _____________________________________________________________________
9. If only you could come to the charity concert
Fact: _____________________________________________________________________
10. The sun isn’t shining. I wish the sun_________________________________right now
KUNCI JAWABAN EVALUASI
A. Skor maksimal 30
A : hello, good morning. Jasa Mulia Travel Agent. Can I help you ?
B : Good morning, this is your costumer who has just returned from a holiday in Solo
A : What’s seem to be the matter?
B : Well, I am disappointed with facilities given at your recommended hotel.
A : What make you be disappointed with it?
B : the room was dirty, it is very noisy, and the food was atrocious, can you give me refund for
` some money of mine ?
A : We are really sorry, and we would make a confirmation to our recommended hotel for taking a
half of you money. Then, we will call you later.
B : Thank you for the responses.
B. Skor maksimal 10
1. good morning
2. a room
3. please
4. a shower
5. Rp. 225.000
6. credit card
7. the register, please
8. any luggage
9. here is the key
10. enjoy your stay
C. Skor Maksimal 10
1. If I were stronger, I would help you carry the piano.

2. If we had seen you, we would have stopped.
3. If we meet him tomorrow, we will say hello.
4. He would have repaired the car himself if he had had the tools.
5. If you drop the vase, it will be broken.
6. If I had not studied, I would not have passed the exam.
7. I would not go to school by bus if I had a driving license.
8. If she did not see him every day, she would be lovesick.
9. I will not travel to London if I don't get a cheap flight.
10. We would be stupid if we told him about our secret.
D. Skor Maksimal 10
1. The President wishes all Indonesian people donated some money to the tsunami victims
Fact: Few Indonesian people donate some money to the tsunami victims.
2. Many people wish earthquake and tsunami had not stricken the beach areas
Fact: Earthquake and tsunami did not strick the beach areas.
3. The man wishes He could find his lost child

Fact: He did not find his lost child.
4. My grandmother wishes many tsunami victim children weren’t illegally adopted

Fact: Many tsunami victim children are adopted illegally.
5. If only I had gone to Bali for my vacation last year

Fact: I did not go to Bali for my vacation last year.
6. If only you had told me about the disaster earlier.

Fact: You did not tell me about the disaster earlier.
7. If only the family hadn’t swum in the beach

Fact: The family swam in the beach.
8. My mother wished I had taken her advice

Fact: I did not take her advice
9. If only you could come to the charity concert

Fact: You cannot come to the charity concert.
10. The sun isn’t shining. I wish the sun was shining right now
Subcompetence 4 Making confirmation and cancellation
ACTIVITY I
Practice the dialogue below with your friends.
Dialogue one
Situation : Mr Herlambang is calling yellow bird airline to confirm about this reservation .
Woman : Yellow bird Airline. May I help you?
Man : Yes, I’d like to confirm my reservation for the first flight tomorrow.
Woman : May I know your name, please?
Man : It’s Herlambang. Bayu Herlambang.
Woman : All right, let me check it for you. Mr Herlambang. Yes we pleased to reserve you a
business class ticket from Jakarta to Bali for March 14, 2006. The flight number
is YB 0047, and the departure time is0700A.M Is that correct, sir?
Man : Yes, it is Thank you very much.
Woman : you’re welcome.
ACTVITY 2
STUDY THE EXPLANATION BELOW
MODULE SMK
There are several expressions used to deliver confirmation and cancellation. Examples of
expressions used to make confirmation are :
SMK
 I Would like to confirm about my table for dinner tomorrow morning
 I Call on behalf of my General Manager to confirm his appointment with Mr.
Edwards tomorrow
 I want to make confirmations about my booking .
Examples of expressions used to make cancellations are:
 I regret to tell you that I have to cancel this meeting.
 I am sorry but I have to make cancellation on the seats I have reserved.
 We regret to tell you that we have to cancel our order.
 I’m sorry that I have to cancel my booking.
ACTIVITY 3
Complete the following dialogue using your own words.
Man : Good Evening. Can I help you?
You : …….
Man : May I know your name , please?
You : ….
Man : Yes, we have two single bedrooms reserved with your name from April 27, to April
30,2006..?
You : ….
Man : well, all right then, your reservation is officially cancelled.
You : ……and…..
Man : It’s all right, cancellation happens sometimes.
READING
ACTIVITY 1
READ THE PASSAGE CAREFULLY. PAY ATTENTION TO YOUR INTONATION AND
PRONOUNCATION.
COMMUNICATION AND HUMAN RELATOINS
Communications and human relations are tightly related to each other. To speak of one without the other
is difficult. Communication is the main highway to all human relations. It is through the transmission of thought,
belief, opinion, and information, and through intercourse of words, letters, and messages that we shape our
relations with others. Compatibility and good feeling, Where -ever they exist, Whether between and among
nations or individuals are a result , in most instances, of effective communication. Mental attitude, tone,
psychological approach, timing, expressions, and method of presentation-all are vital to successful
communication.
The terms of communication and communications should be differentiated. Communication refers to the
transmission of thought in general. It signifies what –ever is communicated and transmitted. Communications
indicates the various means employed, such as telephone messages, telegrams, business letters, and
memoranda. Like the telephone operator, the receptionist, the interviewer, the correspondent, the
salesman, the messenger or the delivery driver, help to make communication possible.
Human relations in business and industry are concerned with people and their relationships during their
workday world. It includes external relations with other organizations or companies and internal relation.
Internal relation includes public relation functions and activities, within an organization , that is labor relations,
or relation between management and unions, employee relations or relations between employer and
employee, or personnel relations such relation in recruiting , interviewing, selecting, and Hiring employees.
Many companies recognize the influence of good employee relations upon public relations. In fact, they
regard their employees as representative of the public and realize that good employee relation is in the
direction of good public relations . This idea has merit provided, that management does not lose sight of the
fact that much more personal relationship should exist between itself and its employees that between itself
and the general public.
ACTIVITY 2
Answer the following questions based on the passage above.
1. How do we shape our relationships between others?

2. What is the result of effective communication?
3. Differentiate between communication and communications
4. What does human relations in business and industry concern with?
5. Is the relation between management and employees considered as external relation ?
6. What do many companies recognize?
ACTIVITY 3
Find the synonym of the following words taken from the passage, from the words in the box.
A Form
E Closely 1. Recognize =…
B Be
F Consider
present
2. Signify =…
C Know
G Interaction
3. Shape =…
D distinguish
H Imply
4. Tightly =…
5. Exist =…
6. Regard =…
7. Intercourse =…
8. Differentiate =…
ACTIVITY 4
Complete the following sentences using the words from the box above. Make any changes as
necessary
1. We must … the budget for establishing facilities and the budget for productions
2. The escalation of lung cancer … that the bad habit of smoking cigarette in the society is getting worse.
3. Good attitude, good behavior, good character of parents are good examples to … good children.
4. At first, experts… women to be at low risk from HIV.
5. All entrepreneurs… that a strategic place is one of very important points to establish a business.
6. As Mr. Briggs’s trusty man, Mr logins must… in every meeting he has and attends.
AVCTIVITY 5
Read the passage below aloud, pay attention to your intonation and pronunciation.
MANNERS MAKE A MAN
We can buy many things in this worlds with money. But good manners, like friendship, love, and respect can not
be gained with money. It can only be obtained through early foundation with the aid of understanding parents
and teachers. That way in school, teachers not only prepare but also us for work in the future, but also teach us
good manners. Parents take care of the children with love and affections, giving the children good examples of
behavior, and teaching them moral values.
Good manners mean good behavior and the right way of doing things. Thus, it is one of the most distinctive
characteristics of a person. Through our manners, friends can judge us and respect or despise us, and we can
develop a greater love for and friendships with our fellows beings. If we are snobbish, rude, impudent, and vulgar
in speech, people will shrink away from us.
In the business world, good manners are essentials. Service industry as hotel and restaurant will lose their customers
if they can not give them good service. For example, when there is a complaint from the customers, they have to
respond it seriously. They must not feel annoyed or angry even if the customers is cancelling the reservation without
any strong reason. Despite his or her annoying behavior, the customers will feel disappointed if their information is
not regarded as important or the hotel staffs give response insolently.
Nonetheless, not only services providers who must have good manners. In fact, good customers must have goods
manners, too. They should behave politely. If they have a complaint, he must deliver the complaint politely. If he
cancels his reservation or order, they may express a regret for the cancellation. Moreover, good customers also can
give compliments to the hotel or restaurant for the s
In short, having good manners is important, not only in a business world, but also at home, in the society, and
everywhere. If we like to get along well with other s, be respected, and be successful in business, we must have good
manners.
ACTIVITY 6
1. What is the passage above?
2. Who help someone to obtain good manners?
3. What do good manners mean?
4. What happen if someone doesn’t have good manners?
5. Mention some examples of good manners?
6. Mentions some examples bad manners?
ACTIVITY 7
Match the description below with the words in the box
1. Move back or away, especially because of fear or disgust
2. A polite expression of praise or admiration.
3. Feel contempt.
4. An underlying basis or principle for something.
5. Form an opinion or conclusion about something.
a) Foundation b) judge
c) shrink away d) despise e) compliment
ACTIVITY 8
Fill in the blanks using the words provided below.
Make any changes as necessary.
1. Good quality of a product can be … according to the choice of materials , the outcome, and the price.
2. His colleagues seemed did not want to interact with him because of his arrogant….
3. Being courteous and skillful are some basic…for those who work in service industry to serve the
customers well.
4. My boss paid my team and me an enormous…. For winning the tender.
5. Whether you are in a good mood or bad mood, you have to… to your parent’s questions and words
politely.
6. The project was threatened with… by the government.
a. Respond
b. Foundation
c. Cancellation
d. Judge
e. Compliment
f.
REVIEW ON MODAL AUXILIARY
Manner.
GRAMMAR
ACTIVITY I
WOULD
Below are several uses of modal auxiliary would.
1. Assumption, possibility:
That would be delicious soup, I suppose.
2. Would after wish expressions a strong desire .
I wish you would not waste your time to much.
3. To indicate a more polite invitation or request;
Would you have coffee with us, Sometimes?
Would you lend me your book, please?
ACTIVITY 2
Choose the correct modals
1. Don’t worry, I (should, would, must) be punctual.
2. (should, would, Could) you like another cup of coffee?
3. (shall, will, Would) I carry the baggage into the house for you?
4. You ( mustn’t, shouldn’t, wouldn’t) light a match. The room is full of gas.
5. Mr. President (need, should, would) make a statement tomorrow.
6. Billy said that I (would, could, must) use his telephone anytime.
7. I wish he (should, must, would) tell me earlier about the project.
8. You (would, must, need) pay your debts.
REVIEW SIMPLE PPRESENT

ACTIVITY 3
THE Simple present is used :
1. To express a habitual action
a. He drinks milk everyday.
b. Mr. Pardede gets up at five o’clock.
2. To express general truth
a. The moon rotates the earth.
b. Honey is sweet.
3. In exclamatory sentences, beginning with here and there to express what is actually taking place in the
present:
a. There he goes!
b. Here comes the man!
4. To express future event that is part of a fixed timetable or fixed program.
a. The next train is at 09.00 tomorrow morning.
b. The film starts at 21.00
c. When does the coffee shop open?
WRITING
ACTIVITY 1
Read the following explanation carefully.
Letter of confirmation of reservation should be prompt , courteous, and appreciative. The

reservations should be described specifically. If the request can not be filled, a prompt
explanation and an expressions of regret must be stated. Many hotels and others service
industries use telegrams, postcards , or forms letters to confirm reservations as well as when the
reservation asked for can not be made. Look at the eTEACHING SET
GRADE XII OF SMKN2 BENGKULU CITY
ACADEMIC YEAR 2012/2013
By: WALIA, S.Pd
Table of Content:
1. Education Calendar
2. Annual Program
3. Syllabus
4. Lesson Plan
5. Class Agenda
6. Analyze and Evaluation Form
7. The Student’s Attendance List
8. Appendix
KEMENTRIAN PENDIDIKAN NASIONAL

SEKOLAH MENENGAH KEJURUAN (SMK) NEGERI 2 KOTA BENGKULU
Jl. Batanghari No. 2 Padang Harapan Kota Bengkulu Telp (0736) 21728
2012
PROGRAM TAHUNAN
PROGRAM KEAHLIAN : SELURUH PROGRAM KEAHLIAN
BIDANG KEAHLIAN : SELURUH BIDANG KEAHLIAN
MATA PELAJARAN : BAHASA INGGRIS
JAM PEMBELAJARAN : 104 X 45 MENIT
KELAS/ SEMESTER : XII/ 5-6
KODE : C/ INTERMEDIATE LEVEL
KEGIATAN TAHUNAN (ANNUAL PROGRAM):
1. Program Tahunan : 1 kali
2. Program Semester : 2 kali
3. Satuan Acara Pembelajaran : 1 kali
4. Rencana Pembelajaran : 2 kali
5. Analisa Materi : 2 kali
CODE SEMESTER COMPETENCY/ SUB-COMPETENCY TIME EXP
CV
VI • Communicate in English for Intermediate Level/ Reservation
• Communicate in English for Intermediate Level/ Arrangement
• Communicate in English for Intermediate Level/ Complaints
• Communicate in English for Intermediate Level/ Confirmation & Cancellation
• Communicate in English for Intermediate Level/ Understanding Business Documents
• Communicate in English for Intermediate Level/ Understanding Technical Documents
• Communicate in English for Intermediate Level/ Write Business Letters & Simple Report
20
16
16
12
12
12
16
104
Bengkulu, July 2012

Acknowledgement by English Teacher,
The Academic Affair of SMKN2
SYAMSIR, SPd W A L I A, S.Pd

NIP.195512151983031009 NIP. 198412142009032011
Acknowledgement By
The Supervisor of SMK
HERDAN, MPd
NIP: 196405071988031007
LESSON PLAN
School Unit : SMKN 2 Kota Bengkulu

Subject : English
Class/Semester : XII / V
Time/Alocation : 20 X 45 minutes
A. Standard Competence
Communicate with English as Intermediate Level.
B. Basic competence
3.1 Comprehend the monolog’s questions that appear on occasion certain work.
C. Indicators
1. Cognitive
• Product:
 Able to arrange the jumbled roles into good dialogue.
 Able to make short talk about Advertisement.
• Process:
 Arrange the jumbled roles into good dialogue.
 Make short talk about Advertisement.
2. Affective
Character:
Creative
Cooperative
Awareness
Honest.
3. Psychomtor:
• Arrange the jumbled roles into good dialogue & write down a new short talk about
Advertisement correctly.
D. Learning Objectives
1. Cognitive:
• Product:
 The studentts are able to make short talk about Advertisement
 The students are able to arrange the jumbled roles into good dialogue.
• Process:
 The students Understand to arrange the jumbled roles into good dialogue
 The students understand to make short talk about Advertisement.
2. Affective
• The students are actively involved in teaching & learning activities showing the particular
character(creative, cooperative, honest & awareness).
• The students can work cooperatively, actively teaching & learning activities by asking
questions.
• The studetns can give idea, opinion & communicate in good manner.
3. Psychomotor
• The students can arrange the jumbled roles into good dialogue also write down a new
short talk about Advertisement correctly.
E. Materi
Arrange the jumbled roles to be a good dialogue!!!
Bianca : Sounds good. May I come over tomorrow to take a look?

Bianca : Hello, I’m calling about the apartement you advertised.
Bianca : Sometime around next week. What can you tell me about this apartemet,?
Bianca : I’m interested in a one-bedroom. Do you have any available?
Bianca : Hello. Good morning.
Manager : Good morning. Puri Indah Lestrai estate. How can I help you?
Manager : Yes, I have one. When do you need it?
Bianca : How about 10 AM
Manager : Well. It’s a one-bedroom apartment. The monthly rent is $ 650, with a $ 300
security deposit.
Manager : Yes. what kind of apartment are you interested in?
Manager : Sure. What time would you like to come?
Manager : Bianca. I’ll see you tomorrow.
Manager : Good. May I have your name, please?
Bianca : My name is Bianca.
F. Learning method
• Cooperative learning (in group)
• Individual
G. Activities plans
No. Teaching Activities Students Activities
A.
B.
C. Opening Activities(10’).
1. Greeting & preparing the students to learn.
2. The teacher review & ask some questions related to the topic.
Main activities(65’).
Activity 1 (Writing)
1. Teacher sets the students to sit in group of four.
2. Teacher distribute the jumbled sentences & the students comprehend it.
3. The students arrange the jumbled roles to be a good dialogue.

4. The students collect their assignment.
5. The students & teacher discuss the correct answer of the task.
6. The students find out the expressions related to Advertisement.
Activity 2 (Vocabulary games)

7. The students comprehend some words/sentences related to Advertisements.
8. Teacher sets the students into a group of three and ask them to sit face to face.
9. The students are rearranged some words/sentences become good Advertisements.
10. The students & the teacher discuss the answer of the talk.
11. The students collect the task to the teacher.
Activity 3 (Speaking)
12. The students comprehend the complete short talk about advertisement.
13. The students find out the antonym of the words.
14. The students find the meaning of synonym of words.
15. The students make four questions based on the short talk.
Closing Activities(5’)
1. The students retell about what they have learned.
2. Teacher instructs the students to make a new short talk about advertisements in pairs.
1. The students respond the teacher’s greeting.
2. The students give attention.
3. The students sit in their group.

4. The students comprehend the jumbled sentences
5. The students write a good dialogue
6. The students write down the expressions of Advertisement
7. The students understand some words/sentences about Advertisement
8. The students sit in their group
9. The students write a good Advertisement
10. The students understand to complete short talk about Advertisement

11. The students write the anthonym of the words
12. The students write the meaning of synonym of words
13. The students write four questions based on the short talk
14. The students write down a new short talk about advertisements in their pairs
H. Material / media
• Advertisement
• White board
I. Grading
Technique Written Test Oral Test

Form the students are asked to make a new short talk about advertisements in pairs
_
Grading Excellent, Very good, Good, Average, Poor
J. Source
• English in Progress Grade XII
 Performance Evaluation scheme

Catagories Score
1. Grammar
2. Content
3. Dictation
4. Sentence Development 25
25
25
25
 Standard of each categories

Excelent
Very Good
Good
Average
Poor 9,1 – 10
8,5 – 9.0
7,5 – 8,4
6,1 – 7,4
≤6
 Performance Evalution Form

No. Name Grammar Content Dictation Sentence Development
Bengkulu, July 2012

NIP.195512151983031009 NIP. 19841214200903201
Acknowledgement
By The Supervisor of SMK
HERDAN,MPd
NIP.196405071988031007
LESSON PLAN

Subject : ENGLISH
B. Basic Competence
3.2 Comprehend the expressions of Reservations, Complaints, Arrangements, Confirmation,
Cancellations, Conditional Sentences Type 2 & Type 3 (imagination).
C. Indicators
1. Cognitive
• Product:
 Able to comprehend in complete dialogue about Reservation.
 Able to memorize the dialogue about Cancellation & Confirmation.
 Able to make some sentences about Imagination.
 Able to comprehend the expressions use in Reservation, Complaints, Arrangements,
Confirmations, Cancellation & Imagination.
• Process:
 Comprehend in completing dialogue about Reservation.
 Memorize the dialogue about Cancellation & Confirmation.
 Make some sentences about imagination(conditional sentences type 2 & type 3).
 Comprehend the expressions used in Reservation, Complaints, Arrangements,
Confirmations, Cancelltion & Imaginations.
2. Affective
• Character
Creative
Cooperative
Awareness
Honest
3. Phsychomotor
• Complete dialogue about Reservation.
• Demonstrate the dialogue about Cancellation & Confirmation.
• Write some sentences about Imagination.
• Find the expressions used in Reservation, Complaints, Arrangements, Confirmation,
Cancellations & Imagination correctly.
1. Cognitive
• Product:
 The students are able to complete incomplete dialogue about Reservation.
 The students are able to memorize the dialogue about Cancellation & Cofirmation.
 The students are able to make some sentences about Imagination.
 The students are able to comprehend The Expressions used in Reservation, Complaints,
Arrangements, Confirmation, Cancellations & Imagination.
• Process:
 The students understand to complete dialogue about Reservation.
 The students undersatnd to memorize the dialogue about Cancellation & Confirmation.
 The students understand to make some sentences about Imagination.
 The students understand the expressions used in Reservation, Complaints, Arrangements,
Confirmation, Cancellations & Imagination.
2. Affective
• The students are activety involved in teaching & learning activities showing the particular
character (creative, cooperative, honest, awareness).
• The students can work cooperatively, actively in teaching & learning activities by asking
questions.
• The students can give idea, opinion & communicate in good manner.
3. Psychomotor
• The stdents complete dialogue about Reservation.
• The students demonstrate the dialogue about Cancellation & Confirmation.
• The students write some sentences about imagination.
• The students find the expressions used in Reservation, Complaints, Arrangements,
Confirmation, Cancellations & imagination correctly.
E. Materi
1. Complete the diloague below by listen your teacher’s voice!!
Receptionist : Thank you for calling the splash restaurant. May I help you,?
Arif : I’d like to make a reservation.
Receptionist : For which day & what time?
Arif : It’s for Friday. August 17th, at 7 p.m
Receptionist : How many people will be coming?
Arif : There will be seven of us.
Receptionist : And the name for the reservation?
Arif : Arif, Muhamad Arif Budiman.
Receptionist : May I have your phone number, please?
Arif : 455439
Receptionist : Okay, let me repeat the information I have. This is a reservation for Friday,
August 17th, at 7 p.m. is the correct,?
Arif :Yes, that’s right. Can we have a table by the window in a nonsmoking section? I want
to be far away fromthe kitchen, if possible.
Receptionist : Our restaurant is all non-smoking. We can guarantee a window table, but I’ll
note your preference.
Arif : Okay, that’s fine. What is the parking situation at the restaurant?
Receptionist : We have a large parking lot behind the restaurant, also valet parking service.
Do any of guests haveany special requeats?
Arif : I’m glad you asked, I’ll need two chairs & four booster seats.
Receptionist : I’m sorry, but id you say two high chairs & four booster seats?
Arif : Yes I did. I’m taking all of my nieces & nephews out to dinner.
Receptionist : That’s sounds nice. It should be a lively evening.
Arif : You’re telling me.
2. Arrange these jumbled sentences to make a good dialogue!!
1. Reservation Clerk : May I have your name & your flight number, please?
2. Reservation Clerk : Mercury airways. Can I help you?
3. Reservation Clerk : And your destination?
4. Reservation Clerk : Sure, but please check in at least two hours before the departure
time.
5. Reservation Clerk : When are you leaving?
6. Reservation Clerk : Wait a moment, please. You seat is confirmed, Mrs. Naufal. You’ll be
arriving in Denpasar at 5:30 p.m. local time.
7. Allyn Naufal : Hello. I’d like to reconfirm my flight,please.
8. Allyn Naufal : Friday, August 17th at 2:45 p.m.
9. Allyn Naufal : My name is Allyn Naufal, my flight number is MCA 454.
10. Allyn Naufal : Denpasar
11. Allyn Naufal : Thank you. Can i pick up my ticket when I check in?
F. Learning method
• Individual
• Cooperative learning (in pairs)
G. Activities Plans
No. Teaching activities Students Activities
A.
B.
C. Opening Activities (10’)

1. Teacher sets the class
2. Teacher checks the students attendance
3. Teacher does an apperception

• Have you ever stayed in a hotel?
• What should you do first before you go there,?
• In peak seasons, what should a person do before they stay in a hotel in order to get a
room?
Main Activities (65’)

Activity 1 (Listening)
1. The students comprehend incomplete dialogue about Reservation at Restaurant given by
the teacher.
2. The students listen to the complete dialogue read by the teacher.
3. The students exchange their answer with the partner.
4. The students & teacher discuss the answer of complete dialogue.
5. The students find the expression used in Reservation.
6. The teacher sets the students into couple.
7. The students practice the dialogue about Cancellation & Confirmation.

8. The students memorize the dialogue with their couple.
9. The students demonstrate the dialogue in front of the class.
10. The students find the expression used in Cancellation & Confirmation.
11. The teacher sets the students in pairs & asks them to sit face to face.
12. The students are asked to make 5 sentences about their imagination (the sentences in
Conditional type 2 & 3)
13. The students collect their excercise to their teacher.
Closing Activities (5’)

2. The teacher instructs the students to fill in a Reservation Form at Hotel.
1. The students respon the teacher’s greeting.

3. The students able to understand incompelete dialogue

4. The students complete the dialogue
5. The students underline the expession used in Reservation
6. The students respon the teacher’s instructions
7. The students write down the expression used in Cancellation & Confirmation in their
notebook.
8. The students do the teacher instruction.
9. The students write 5 sentences about their imagination
10. The students complete the Reservation Form at Hotel
H. Material/Media
• Students work sheet.
• Reservation at Hotel Form.
• White board.
I. Grading
Form the students are asked to fill in a Reservation Form at Hotel The students are asked to
demonstrate the dialogue about Cancellation & Confirmation
J. Source
• Get Along With English Grade XI
• adapted from http://www.reservationathotelform.com
Performance Evaluation Scheme
Catagories Score
Grammar
Content
Pronounciation
Body language 25
25
25
25
Standard of Each Catagories

Excelent
Very good
Good
Averange
Poor 9,1 – 10
8,5 – 9.0
7,5 – 8,4
6,1 – 7,4
≤6
Bengkulu, July 2012


NIP.195512151983031009 NIP. 19841214200903201
Acknowledgement
HERDAN,MPd
NIP:1964050719880310
LESSON PLAN

Subject : ENGLISH
B. Basic competence
3.3 Writing & Present the Report.
C. Indicators
1. Cognitive
• Product:
 Able to comprehend a Diagram.
 Able to make & present the out line of industry practice report.
 Able to comprehend a Laboratary Report.
• Process:
 Comprehend a Diagram.
 Make & present the out line of industry practice report.
 Comprehend a Laboratary Report.
2. Affective
• Character
Honest
Creative
Friendly
Responsible
Communicative.
3. Psychomtor
 Write a Simple Report based on a Diagram.
 Write & present the out line of industry practice report.
 Find true or false statements based on a Laboratory Report correctly.
1. Cognitive
• Product
 The students are able to comprehend a Diagram.
 The students are able to make & present the out line of industry practice report.
 The students are able to comprehend a Laboratary Report.
• Process
 The students understand to comprehend a Diagram.
 The students understand to make & present the out line of industry practice report.
 The students understand to comprehend a Laboratary Report
2. Affective
character(Honest, Creative, Friendly, Responsible & Communicative).
questions.
3. Psychomotor
 The students write a Simple Report based on a Diagram.
 The students write & present the out line of industry practice report.
 The students find true or false statements based on a Laboratory Report correctly.
E. Material
 Use the diagram to complete the paragraph. Discuss the process below with your group!!!
HOW PAPER IS PRODUCED
Trees
↓
Cut Down Chemical
↓↓
Cut Very Small → Mix & Cook→ Pressed Through Roler→ Dried
↓
Paper
Every people all over the world use paper, in offices, schools, company’s, and in any other
places. How ever, we never know hhow it come in front of us in the form paper.
Here is the process how paper is made & processed.
First, into small pieces then in pressed through rolers, the sheet finally
 State wheter the following statement are True or False!!
1. Dr. Lee Min Hoo wrote the report.

2. The title of the report is “Lab Report”.
3. The introduction contains some basic theories on plant traspiration.
4. There are four lab materials needed.
5. The method of the lab experiment canbe found in the result & discussion section.
6. Dr. Lee Min Hoo & Lee Yao Jae conducted in experiments.
7. Table 1 is about the result of the lab experiment.
8. The different effect of transpiration is furthur discussed in the discussion section.
9. The report was written on Feb 27, 2012.
10. The report would be a benefit to the business section.
F. Learning Method
• Individual
• Cooperative Learning (in pairs)
G. Activities Plans
A.
B.

2. Teacher checks the students attendence

• Whats is a Report
• What do we usually write in a Report
• Do we have to do any experiments before writing it?
• What are the features of a good
report?
Main Activities (65’)

1. The teacher sets the students in pairs & asks them sit face to face.
2. The students are asked to make a simple report based on a diagram about “How Paper is
Produced”.
3. The students collect their task to their teacher.
4. The teacher explain commonly used headings for reports.
• Title
• Abtract (executive summary)
• Table of contents
• Introduction
• Discussion or Body
• Conclussion
• Recommendations
• Reference list
• Appendices
Activity 2 (Lacturing & Discussing)

5. The teacher sets the students in group of four.
6. The teacher explains how to write a Report Outline in Power Point Slide or short
sentences of transparency.
7. The students make a Report Outline based on their industry practice.

8. The students’ Report Outline is corrected by teacher one by one.
9. The students complete their Report Outline of their industry practice.
10. The teacher gives some tips to make a good report presentation.
• How to open speech: greet the audience corteous & remember oral communication
• How to propose ideas
• How to elaborate ideas
• Clossing the report
11. The students complete the Report Outline of their industry practice in front of the class
in group.
12. Some students ask some question based on their friend presentation.
13. The teacher gives some suggestion to his student’s presentation.

2. The teacher asks the student to find the true or false statemants based on a Laboratory
Report.
2. The students respond the teacher’s greeting
3. The students do the teacher’s instruction
4. The students write a simple report
5. The students pay attention to their teacher explaination about Report.
6. The students do the teacher’s instruction
7. The students give attention
8. The students write a Report Outline based on their industry practice
9. The students pay attention to the teacher’s explanation
10. The other students pay attention to their friends presentation
11. The students write the true or false statemants based on a Laboratory Report.
H. Material/Media
• OHP
• The students work sheet
• The students report outline
• White board
I. Grading

Form the students are asked to make a simple report based on a diagram about “How Paper
is Produced” The students are asked to complete the Report Outline of their industry
practice in front of the class in group
J. Source
• GET ALONG WITH ENGLISH Grade XII
• BRING ME TO THE WORLD Book 3
• BAHASA INGGRIS UNTUK SMK/MAK kelas XII
Catagories Score
Grammar
Content
Sentences Development
Pronounciation
Body Language 20
20
20
20
20
Standard of each catagories

Excellent
Very good
Good
Average
Poor 9,1 − 10
8,5 – 9,0
7,5 – 8,4
6,1 – 7,4
≤6
Performance evaluation form
No. Name Grammar Content Sent.Dev Pronounciation Body Lang

Bengkulu, July 2012

NIP.195512151983031009 NIP. 19841214200903201
Acknowledgement
HERDAN,MPd
NIP:196405071988031007
LESSON PLAN

Subject : ENGLISH
B. Basic competence
3.4 Comprehend the manual content usage.
C. Indicators
1. Cognitive
• Product:
 Able to comprehend a dialogue about “How To Using The Printer”.
 Able to match the picture with the sentences in good Instructions.
 Able to rearrange the sentences into good Instructions.
• Process:
 Comprehend a dialogue about “How To Using The Printer”.
 Match the picture with the sentences in good Instructions.
 Rearrange the sentences into good Instructions.
2. Affective
• Character
Creative
Cooperative
Responsible
Awareness
Honest
3. Psychomotor
 Memorize & demonstrate a dialogue about “How To Using The Printer” in front of the
class.
 Complete the picture with the sentences in good Instructions.
 Rearrange the sentences into good Instructions.
1. Cognitive
• Product :
 The students are able to comprehend a dialogue about “How To Using The Printer”.
 The students are able to match the picture with the sentences in good Instructions.
 The students are able to rearrange the sentences into good Instructions.
• Process:
 The students understand to comprehend a dialogue about “How To Using The Printer”.
 The students understand to match the picture with the sentences in good Instructions.
 The students understand to rearrange the sentences into good Instructions.
2. Affective
character(Creative, Cooperative, Responsible, Honest & Awareness).
questions.
3. Psychomotor
 The students memorize & demonstrate a dialogue about “How To Using The Printer” in
front of the class.
 The students complete the picture with the sentences in good Instructions.
 The students rearrange the sentences into good Instructions.
E. Materi
 Read & Complete the following dialogue in front of The class with your partner!!!
Shopkeeper : Which the printer do you want to, sir?

Alvin : I think I’ll buy this one. Can you show me how to operate it?
Shopkeeper : Sure, first you must check the connection by interisting the plus into socket.
Second, install the printer driver in your computer. Third, print a test page to check if the
printer is configured property for your computer.
Alvin : Should I always print a test page when even I print?
Shopkeeper : No, you shouldn’t. It’s only for the first time printing.
Alvin : Oh, I see. What should I do next?
Shopkeeper : Then, Open the documents you want to print. Don’t forget to look at the print
preview before printing your document to check whether it is correctly set with what you
need.
Alvin : And then?
Shopkeeper : If you correct, for last step, you can print you document.
Alvin : Ok. I get it.
Shopkeeper : If you want to see the complete instruction, please find them in the manual. I
put in the box.
Alvin : All right, thank you very much.
Shopkeeper : My pleasure, sir.
 ReaRrange the sentences below into good instruction!!!
1. How to call forward

a. Press call forward key.
b. Press call forward key again.
c. Notify the person to whom your call’s are going to be forwarded to.
d. In case of no dial tone, dial the number to which the call will be forwarded to.
2. How to install a computer program safely

a. If a window doesn’t appear, open the start menu & select settings, then Control Panel.
b. In the top part of the window that appears, click install.
c. Places the floppy disk or CD-ROM containing the program in apropriate drive.
d. Double-click Add/Remove pograms.
e. Note that most or time, a window will immediately appear asking if you want to install
the program. Click install.
3. Inserting the battery

a. If you date & time are correct, click Ok.
b. Replaces the battery cover. If the battery is changed the smart phone should turn on.
The confirm date & time dialog box will be displayed.
c. Press the battery cover release button.
d. Insert the battery so the connectors of the battery align with the connectors of you your
Blackberry®smart phone.
e. If the date & time aren’t correct, click Edit.
f. Slide on the battery cover.
F. Learning Method
• Individual
• Cooperative learning
G. Activities plans

Opening Activities (10’)
3. Teacher does an appearception

• Have you ever bought electronic devices?
• When did you buy them? What else did you set beside the goods?
• What do you know about a manual?
• What is the content & the function of a Manual?
Main Activities (6,5’)
1. The teacher sets the students to sit in their pairs.
2. The teacher shares a piece of task paper.
3. The students role playing the dialogue about “HOW TO USING THE PRINTER”
4. The students memorize the dialogue with their couple.
5. The students demonstrate the dialogue in front of the class.
6. The students try to find the expression used in The Manual.
7. The teacher explains sequence of instructions.
• The sequence of instructions.

→ First,………
→ Second,…….
→ Third,…….
→ Fourth,……
• To avoid boredom we can also use these linking words

→ Then,….. → After,….
→ And then,….. → At also,….
→ After that,….. → The lost,….
→ After ward,….. → Finally,…..
→ Before,…..
Activity 2 (Reading)
8. The students comprehend the picture.
9. The students asked to match the picture with the sentences in good Instructions.
10. The students & the teacher discuss the answer of the task.
11. The students collect the task to their teacher.
Closing Activities
2. The teacher instructs the students to rearrange the sentences into good Instructions.
1. The students respond the teacher greeting

2. The students give attention to the teachers’ apperception
3. The students sit in their pairs

4. The students receive a piece of task paper
5. The students write down the expression used in The Manual.
6. The students pay attention to the teachers’ explaination.
7. The students match the picture with the sentences in good Instructions.
8. The students rearrange the sentences into good Instructions.
H. Material/Media
• The students work sheet.
• White board.
I. Grading
Form the students are asked to rearrange the sentences into good Instructions The students
are asked to role playing the dialogue about “HOW TO USING THE PRINTER”
J. Source

Catagories Score
Grammar
Content
Pronounciation
Body Language 20
20
20
30
10

Excellent
Very good
Good
Average
Poor 9,1 − 10
8,5 – 9,0
7,5 – 8,4
6,1 – 7,4
≤6

Bengkulu, July 2012

NIP.195512151983031009 NIP. 19841214200903201
Acknowledgement
HERDAN,MPd
NIP.196405071988031007
LESSON PLAN

Subject : ENGLISH
Class/Semester : XII / VI
B. Basic competence
3.5 Comprehend The Content of Busines Letters.
C. Indicators
1. Cognitive
• Product:
 Able to comprehend in complete The Busines Letters.
 Able to comrehend The Part of Busines Letters.
 Able to comprehend a Personal Letter & make a Personal Letter.
• Process:
 Comprehend in complete The Busines Letters.
 Comprehend The Part of Busines Letters.
 Comprehend a Personal Letter & make a Personal Letter.
2. Affective
• Character
Cooperative
Active & Creative
Responsible
Honest
3. Psychomotor
 Listen to complete The Business Letters.
 Mention The Part of Business Letters.
 Write down a Personal Letter.
1. Cognitive
 The students understand to comprehend a Business Letters.
 The students understand to comprehend The Part of Business Letters.
 The students understand to comprehend a Personal Letter & make a Personal Letter.
2. Affective
 The students are actively involved in teaching & learning activities showing the particular
character(Active, Cooperative , Creative, Responsible & Honest).
 The students can work cooperatively & responsible in teaching & learning activities by
doing the task well.
 The studetns can give idea, opinion & communicate in good manner.
3. Psychomotor
 The students complete The Business Letters.
 The students mention The Part of Business Letter.
 The students write down a Personal Letter correctly.
E. Materi
 Study & comprehend the following business letters & then listen to your teAcher voice TO
the complete letter!!!
CV. ARMICO PUBLISHER

1Jl. Madurasa utara 10 phone 5205407, 5201786 fax (022) 5201972
BANDUNG
January 21, 2013
Gramedia Books Store
Jl. Pondok Indah
Jakarta Selatan
Attention : Mr. Azwar
Dear sir,
Subject : Your Order No. 2540

Thank you very much for your letter of Dec 20, 2012 and for your order3 No. 540 which we
have acceped on the term, you proposed4.
We wish you, however to understand that this concession is exceptional & that future
orders5 canbe carried out only on our trade terms.
We are enclosing our official confirmation6.
We shall be very grateful to receive7 your contiunal oreders
Your sincerely8 your’s

CV. ARMICO PUBLISER
Ir. Dadan Suyana

Business Manager
 Complete the sentences using the words/phrases inthe list!!!
Attention line – Inside adress – date line – letter head – salutation – colon – foot – on the
left – subject line – body ofthe letter.
1. The simple from the contains the name & addres of the firm.
2. The is placed on the right corner below the letter head.
3. The complimentary adress is also called the adress is also called the
4. In a business letter, the inside adress is placed side of the page at least four lines spaces
below date line.
5. You must not place the inside adress at the of your business letter.
6. You want your letter to be delivered immediately, you may
7. The introductory greeting of the letter is the it always start at the left margin.
8. In business letter, the salutation is the followed by a
9. The will be help full to the person to whom yo write to know at a glance what your letter
is about.
10. The contains your message directed to the person with whom you wish to comunicate.
 Read carefully the example of personal letter below!!!
450 wavely Drive

Berkely, California 390211
January 21, 2013
Dear Geraldine,
It was good to see you at the pasific northwest science association meeting. I appreciate all
you did to make my stay at the university pleasant. I accomplished a great deal, especially
with the people concerned with the new solar energy program. I know you were responsible
for making sure I had the right appointments & I want you to know how grateful I am.
The general arrangements for the metting seemed to me to be very good. I heard only
compliments from the other members and I’m sure this is due to your skill full
organisational ability.
You had your hands full with many details, all requiring your personal attention at the same
time. I’m all the more gratefull for the time & attention you gave me.
Sincerely
Geby
 Now write a letter to a friend expressing your thanks for a gift thet you recently received.
Use the letter to geraldine as a models.
F. Learning Method
• Individual
• Cooperetive Learning (in group of four)
G. Activities Plans

A.
B.

1. The teacher sets the class
2. The teacher checks the students attendence
3. The teacher does an apperception & asks some questions

• What is a Business Letter?
• What The Parts of a Letter?
• Have you ever written a Business Letter?
• Have you ever wirtten a Private Letter?
Main Activities(65’)
Activity 1 (Listening)
1. The students comprehend in complete a Business Letter about Confirmation given by the
teacher.
2. The students listen to the complete a Business Letter read by the teacher.
3. The students exchange their answer with the partner.

4. The students & the teacher discuss the answer of complete a Business Letter about
Confirmation.
5. The students find the expression used in Confirmation.
Activity 2 ( Vocabulary focus)

6. The teacher sets the students to sit face to face in group of three (3) people.
7. The students comprehend some incomplete sentences given by the teacher.
8. The students do the task in their group.

9. The group of students collect the task to the teacher.
10. The students & the teacher discuss the answer of complete sentences.
11. The teacher explains The Part of a Business Letter.
• The better head/heading
• The date line
• The inside adress
• The salutation
• The subject line
• The body of the letter
• The coplimentary close
• The signature
• The identification initials
• The enclosure
12. The teacher mentions several kinds Business Documents

• Letter
• Faxes
• Memos
• Advertisement
• Brochures
• Forms
• Questionnaires, etc.
13. The teacher shares a piece of task paper
14. The students write a Private Letter/Personal Letter based on the context given by the
teacher
15. The students collect their Private Letter to their teacher

1. The sudents retell about what they have learned
2. The teacher instructs the students to reply Geby’s letter by them selves as their
homework

2. The students respond the teachers’ greeting
3. The students answer the teacher’s questions based on their background knowledge.
4. The students write the complete a Business Letters
5. The students underline the expression used in Confirmation.
6. The students sit in their group.
7. The students understand to comprehend some incomplete sentences given by their

teacher.
8. The students comprehend the teacher’s explaination about The Part of a Business Letter.
9. The students comprehend an example of Private Letter.
10. The students do the teacher’s instructions

H. Material /Media
• Business Document
• White board
I. Grading

Form the students are asked to reply Geby’s letter by them selves _
J. Source

Catagories Score
Grammar
Content
Sentences Development 40
30
30

Excellent
Very good
Good
Average
Poor 9,1 – 10
8,5 – 9,0
7,5 – 8,4
6,1 – 7,4
≤6
Performance Evaluation Form

No. Name Garammar Content Sentences Development
Bengkulu, July 2012


NIP.195512151983031009 NIP. 19841214200903201
Acknowledgement
HERDAN,MPd
NIP.196405071988031007
LESSON PLAN

Subject : ENGLISH
B. Basic competence
3.6 Comprehend the Standard Operating Procedures (SOP)
C. Indicators
1. Cognitive
• Product:
 Able to comprehend the SOP of method for hand washing in the biotechnology laboratory.
 Able to comprehend four kinds of Procedures.
 Able to comprehend some sentences Imperative Sentence.
• Process:
 Comprehend the Standard Operating Procedures (SOP) of method for hand washing in the
biotechnology laboratory.
 Comprehend four kinds of Procedures.
 Comprehend some sentences about Imperative Sentence.
2. Affective
• Character:
Responsible
Friendly
Work hard
Active
Creative
3. Psychomotor
 Retell the SOP of method for hand washing in the biotechnology laboratory by their own
words.
 Match four kinds of procedures with the correct title.
 Change some sentences into Imperative Sentence.
1. Cognitive
• Product:
 The students are able to comprehend the SOP of method for hand washing in the
 The students are able to comprehend four kinds of Procedures.
 The students are able to comprehend some sentences about Imperative Sentence.
• Process:
 The students understand to comprehend the SOP of method for hand washing in the
 The students understand to comprehend four kinds of Procedures.
 The students understand to comprehend some sentences about Imperative Sentence.
2. Affective
character(Responsible, Friendly, Work hard, Active & Creative).
3. Psychomotor
 The students Retell the SOP of method for hand washing in the biotechnology laboratory
by their own words.
 The students Match four kinds of Procedures with the correct title.
 The students Change some sentences into Imperative Sentence.
E. Materi
 Read the following SOP and then retell it in your own word!!!
1. Purpose
These procedures describe the correct method for hand washing in the Biotechnology
Laboratory.
2. Scope
These procedures apply to all students, lab assistants and instructors who perform
experimental work in the Biotechnology Laboratory.
3. Responsibility
Everyone who conducts experimental work in Biotechnology Laboratory is responsible ror
understanding and implementing these procedures when entering or exiting the laboratory.
4. Materials and Procedures

4.1 Materia
4.1.1 Sink with hot and cold water
4.1.2 Antimicrobial soap
4.1.3 Clean paperntowels
4.1.4 Lab coat
4.1.5 Hair cover
4.2 Procedures
4.2.1 Remove all jewelry from fingers, thumbs and wrists. This includes the removal of
bracelets and watches or other wrist jewelries.
4.2.2 Put on lab coat and button it up.
4.2.3 Put on hair cover.
4.2.4 Have some paper towels and towels ready.
4.2.5 Turn on the hot and cold water in the sink. The water temperature should be hot but
not too hot as to cause paint ot burns.
4.2.6 Wash hands thourougly.
4.2.7 Apply soap and lather. Be sure to wash each finger and thumb thourughly, wash up to
several inches above the wrist area for a minimum of 1.5 minutes.
4.2.8 Rinse thoroughly and dry hands at the clean paper towel.
4.2.9 Use the paper towel to turn off the water so thet you do not have to touch the faucets
with your now clean hands.
4.2.10 Dispose of the paper towel in a waste container, not in the sink.
5. References
Biological Safety Principles and Pratices 3rd edit. (2000). Pg 400. D.O fleaming and D.L.
Hunt (edits) ASM Press, Washington D.C.
 The text below are four kinds of prosedure. Match each procedure with the correct title!!!
a. Port worker’s duties

b. Supervisor duties
c. Foreman duties
d. Safety competency
e. Driver duties
Procedure I
1. All movement of vehicles on board Ro-Ro ships should be monitored by the shipforeman
while movements ashore should be monitoredby the shore foreman.
2. Foremans must be sure that all port workers have concluded the unlashing of the trailers
before starting to pull out trailers from the vessel in the same working area. If possible, a
warning signal sould be sounded to indicate that pulling operations have started
Procedure II
1. A supervisor should stop immediately any unsafe practices by the truck drivers.
Additionally, drivers must ensure that all personnel all clear of the vehicles prior to moving
them.
2. Routine procedures for directing and positioning truck traffic at the terminal must be
adhered to.
3. Traffic should be coordinated ashore and onboard. The use of radio communication is
compulsory.
Procedure III
1. Drivers should not drive vehicles, either forward or backward, while personnel are in
positions where they could be hit.
2. Always use great care when joining a tug master and a traier. A careless job can risk the
safety of the load and of other workers.
Procedure IV
1. Proper precautions should be adapted for the dropping of lashing equipment.
2. Port workers should drive at a moderate speed limit during discharging and loading
operations of cars.
3. Port workers working on Ro-Ro vessels should wear high visibility vest.
(adapted from http://www.vgt.com.mt/portals/27/docs/SOP%20-%20RORO.pdf)
 Change the following sentences into imperative sentences!!!
Procedure :
1. In the office, all waste is collected in a separate bin with clear signs &color coding, as
appropriate.
2. Adequate bins shall be provide in the office.
3. A bin is located in the kitchenette on each floor & the cafe operates is own bin.
4. Limited ammount of general waste bins shall be placed in the office, not at each
employee’s desk.
5. Each employee shall have a tray, box or bin for clean paper waste at their desk.
6. Cleaners shall empety all bins in the office daily & place segregated waste into specifically
markeds bins in the loading dock for contractor collection.
7. Contractors shall remove waste & deal with it according tocontract requirements.
Significant contamonation of waste for recycling shall be reported to the EMS co-ordinator.
Similary an accurrence of significsnt recyclable waste in the general waste bin shall also be
reported.
F. Learning Method
• Cooperative Learning
• Individual
G. Activities Plans
No. Teaching Actives Students Actevities

A.
B.

1. Teacher sets the class.
2. Teacher checks the students attendence.

3. Teacher does an apperception.
• Procedures mean the steps of doing something. Do you agree?
• What sentences do we usually use in writing procedures brief or complex?

1. The teacher shares a piece of task paper.
2. The students comprehend the SOP of method for hand washing in the biotechnology
laboratory.
3. The students memorize the SOP by them selves.
4. The teacher sets the students in pairs to do the task.
5. The students comprehend four kinds of Procedures.
Activity 3 (writing)
7. The teacher explains the material about Imperative Sentence.
• When we want to ask someone to do something we said, it means that we are using an
imperative sentence. With an imperative , we use, at least one innfinitive verb &
object/objects. The negative form is don’t + infinitive verb.
8. The students comprehend some sentences of a procedure.
9. The students & teacher discuss about the correct answer of the task.

1. The students retell about what they have learned .
2. The students are asked to change some sentences of a Procedure into Imperative
Sentence as their home work.
2. The students respon the teacher’s greeting
3. The students answer the teacher’s questions based on their background knowledge
4. The students receive a piece of the task paper
5. The students complete the SOP in front of the class.
7. The students give attention to the teachers’ explainations.
8. The students match each procedure with the correct title
9. The students do the task as their homework
H. Material/Media
• The students work sheet.
• White board.
I. Grading

Form the students are asked to change some sentences of a Procedure into Imperative
Sentence The students are asked to complete the SOP of method for hand washing in the
biotechnology laboratory
J. Source

Catagories Score
Grammar
Content
Pronounciation
Body Language 20
20
20
20
20
Excellent
Very good
Good
Average
Poor 9,1 – 10
8,5 – 9,0
7,5 – 8,4
6,1 – 7,4
≤6

Bengkulu, July 2012
Acknowledgement by English Teacher

NIP.195512151983031009 NIP. 19841214200903201
Acknowledgement
HERDAN,MPd
NIP.196405071988031007
LESSON PLAN

Subject : ENGLISH
B. Basic competence
3.7 Comprehend about Business Letter, reply Business Letters & Advertisement
C. Indicators
1. Cognitive
• Product:
 Able to arrange the jumbled sentences into a meaningful letter.
 Able to comprehend an Application Letter and make 4 questions based on it.
 Able to make a Curriculum Vitae.
• Process:
 Arrange the jumbled sentences into a meaningful letter.
 Comprehend an Application Letter and make 4 questions based on it.
 Make a Curriculum Vitae.
2. Affective
• Character
Creative
Cooperative
Responsible
Active
Honest
3. Psychomotor
 Can arrange the jumbled sentences into a meaningful letter.
 Understand an Application Letter and make 4 questions based on it.
 Fill in a Curriculum Vitae.
1. Cognitive
• Product :
 The students are able to arrange the jumbled sentences into a meaningful letter.
 The students are able to comprehend an Application Letter and make 4 questions based
on it.
 The students are able to make a Curriculum Vitae.
• Process:
 The students understand to arrange the jumbled sentences into a meaningful letter.
 The students understand to comprehend an Application Letter and make 4 questions
based on it.
 The students understand to make a Curriculum Vitae.
2. Affective:
character(Creative, Cooperative, Responsible, Honest & Awareness).
3. Psychomotor
 The students arrange the jumbled sentences into a meaningful letter.
 The students Understand an Application Letter and make 4 questions based on it.
 The students fill in a Curriculum Vitae.
E. Materi
 Arrange the following senteces in to good meaningful letter!!!

1. I have enclosed my CV for your inapection & Iam looking forwars to hearing from you
soon. (………)
2. I would like to apply for the position of accounding staff that was advertised in the
jakarta post, on 21st of january 2013. (………)
3. Dear sir. (………)
4. I graduated from indonesia University Jakarta &have over one year experience as an
accounting staff in PT. Adira finance.(………)
5. Sincerely yours. (……..)
6. My computer skills good & I have an excellent record as a reliable & productive emloyee.
(……..)
7. Personal Manager
PT. Gatra Persada Bumi
Jl. Serengseng No. 45
Jakrta Selatan (…….)
8. Bandung, 23 January 2013 (……..)
9. Jl. Badak singa No. 3
Bandung (…….)
10. I am kind of person who is very easy to communicate with, honest & helpful (…….)
 Read carefully the following an application letter than make 4 queStions based on it!!!
JUNIOR TYPIST required for busy office in local firm centrally situated. Short hand not
necessary but good standard of english essential — ‘O’ level or CSE equivalent. Aplly by
letter to : Office Manger, millard & perkins Ltd. St christopher’s trading estate, brooms wood
645 5 TB.
7 Rose Cresdent
Garden View Estate
Broom WOOD
Essex
645 7 TA
January 11, 3013 Telephone : 455439
The office Manager
St. Christopher’s Trading Estate
BROOMSWOOD, Essex
645 5 TB
Dear Sir,
Re : Vacancy for junior typist

I am interested in your advertisement in today’s issue of the “Daily News” for the above
vacancy and endose details of my education & training, together with a photocopy of my
lates school report.
I am 18 years of age & have finished my examinations, so should be able to leave school at
any time.
If you would you me to call for an interview, I shall be pleased to do so on any day & at any
time to suit your convenience.
Yours Faithfully
Margaret Atkins (Miss)
 Fill in the curriculum Vitae form below with your own data!!!
CURRICULUM VITAE
CONTACT INFORMATION
Name :
Address :
Country :
Telephone :
Email :
PERSONAL INFORMATION
Date of Birth :
Place of Birth :
Citizenship :
Visa Status :
Gender :
ADDITIONAL PERSONAL INFORMATION

Material :
Spouses Name :
Children :
EMPLOYMENT HISTORY
Work History :
Academic Position :
Research & Training :
EDUCATION
High School :
University :
Graduate School :
Post – Doctoral Training :
PROFESIONAL QUALIFICATION
Certifications & Accreditations :
Computer Skills :
Awards :
Professional Member Ship :
Languages :
Interest :
F. Learning Method
• Cooperative Learning (in group of three)
• Individual
G. Activities Plans
A.
B.
C.
Opening Activities (10’)

• Have you ever written a Business Letter?
• Is a letter head necessary for a Personal Letter!
• Mention general parts of Business Letter!
1. The teacher sets the students to sit in group of three (3) people.
2. The teacher shares a a piece of task paper.
3. The students comprehend the jumbled sentences about Business Letter.
4. The students arrange the jumbled sentences into a meaningful letter.
5. The students write down the Parts of Letter.

6. The students & teacher discuss the answer of complete letter.
7. The students comprehend an Application Lettter.
8. The students are asked to make 4 questions based on Application Letter.

2. The teacher instructs the students to complete a Curriculum Vitae.

2. The students respond the teacher’s greeting
3. The students answer the teacher’s questions based on their background knowledge.
4. the students sit in their group.

5. The students receive a piece of task.
6. The students complete sentences into a meaningful letter.
7. The students are able to understand an Application Letter

8. The students write down 4 questions based on the Application Letter.
9. The students fill in the Curriculum Vitae.
H. Material/Media
• Students work sheet

• Curriculum Vitae form
• White Board
I. Gradings
Form the students are asked to complete a Curriculum Vitae _
J. Source

Catagories Score
Grammar
Content
Pronounciation
Body Language 30
20
20
20
10
Excellent
Very good
Good
Average
Poor 9,1 − 10
8,5 – 9,0
7,5 – 8,4
6,1 – 7,4
≤6

Bengkulu, July 2012
Acknowledgement by English Teacher

NIP.195512151983031009 NIP. 19841214200903201
Acknowledgement
HERDAN,MPd
NIP.196405071988031
xamples below.

Arrangement, Dealling, Confirmation

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Confirming :

ke true statements, using the table

LISTEN TO THE DIALOGUES OF “CONFIRMATION”

COMPLETE THE DIALOGUE BY CHOOSING THE CORRECT ANSWER !

a. Check a. Thanks for your canceling

Find a partner and arrange dialogue based on the following situations.

Kegiatan Belajar Siswa

 Vocabularies dealing with reservation

 Ungkapan Yang Sering Digunakan Oleh Resepsionis

Situation: Making reservation for booking a hotel room

HR : Plaza Hotel, Good morning. Leo’s speaking

HR : Certainly. The ___________ of a single room is $ 40.

HR :___________ on the 25th, leaving on the 28th, three nights?

HR : Just a moment please.

 Expression dealing with Handling complaints

Contoh percakapan tentang handling complaint

Complaint Dialogue In Aston International Hotel

F : Good Morning Sir. May I help you?

Complain must be communicated immediately to minimalist problems. In this conversation, the

Analisis Cara Menangani Keluhan

Be positive and helpful to your guest. It is shown in this sentence:

 Expressions dealing with confirmation and cancellation:

 Expressions dealing with arrangement

Contoh percakapan tentang making arrangement, cancelation and confirmation

Contoh Conditional sentence

1. I didn’t wash my clothes yesterday

 Subjunctives with wish, if only, would rather.

Past subjunctives can be used for indicating or expressing:

Usually the idea following as if/as though is untrue

Complete each sentence with as if/as though

2. (She speaks English)

3. (You didn’t see a ghost)

4. A giant buldozzer didn’t drive down main street

5. (I don’t have wings and can’t fly)

Answer the questions:

a. a room f. Enjoy your stay

D. Write down what the following sentences imply

3. The man wishes He could find his lost child

4. My grandmother wishes many tsunami victim children weren’t illegally adopted

5. If only I had gone to Bali for my vacation last year

6. If only you had told me about the disaster earlier.

7. If only the family hadn’t swum in the beach

8. My mother wished I had taken her advice

10. The sun isn’t shining. I wish the sun_________________________________right now

KUNCI JAWABAN EVALUASI

1. If I were stronger, I would help you carry the piano.

3. The man wishes He could find his lost child

4. My grandmother wishes many tsunami victim children weren’t illegally adopted

5. If only I had gone to Bali for my vacation last year

6. If only you had told me about the disaster earlier.

7. If only the family hadn’t swum in the beach

8. My mother wished I had taken her advice

9. If only you could come to the charity concert

Practice the dialogue below with your friends.

Woman : Yellow bird Airline. May I help you?

Woman : May I know your name, please?

Man : It’s Herlambang. Bayu Herlambang.

Man : Yes, it is Thank you very much.

Woman : you’re welcome.

STUDY THE EXPLANATION BELOW

Man : Good Evening. Can I help you?

Man : May I know your name , please?

Man : well, all right then, your reservation is officially cancelled.