NO MATRIKS: .. CONFIDENTIAL @ O U M OPEN UNIVERSITY MALAYSIA SEPTEMBER SEMESTER 2013 FINAL EXAMINATION COURSE : ENGLISH FOR WORKPLACE COMMUNICATION CODE : QUMH2203 DATE : 12 DECEMBER 2013 DURATION : 2HOURS 30 MINUTES TIME > 8.30 AM- 11.00 AM INSTRUCTIONS TO CANDIDATES . This question paper is set in ENGLISH. ANSWER in ENGLISH only. 2. This question paper consists of THREE Parts - PART A, PART B and PART C. Read CAREFULLY the instructions for each PART. 3. Write your answers in the Answer Booklet provided. This question paper consists of 5 PAGES of questions printed on both sides of the paper, excluding this page.PARTA INSTRUCTIONS Part A contains FIVE questions. Answer ALL. QUESTIONS MARKS 1. Rewrite the following questions to make them sound more formal. Your answers can be in the form of questions or statements. (a) When will you deliver the goods? (6) What was your order number? (4) 2. _Isit important to convey the right tone in business communication? Why? (4) 3. Give TWO functions of a Gantt chart. (4) 4, State any FOUR essential elements of a resumé. (4) 5. Explain the AIDA strategy used in persuasive letters. (4) (Total: 20)PARTB INSTRUCTIONS Part B contains THREE questions. Answer TWO only. QUESTION MARKS, 1 Planning and writing reports are important skills which may be expected of most working adults. You may have to write periodic reports from time to time to keep the managemer* info:med of what is happening. (@) State the aim of a short report. (4) (b) What is the difference between a Progress Report and a Periodic Report? (4) (©) Why do you need to write a Justification report? 2. Letters generally fall into three categories. They are Good News letters, Neutral letters and Bad News letters. (@) Give TWO (2) reasons of writing a good news letter. «) (©) A bad news letter is difficult to write. Explain the steps of writing a bad news letter and state reasons of writing it. (8) (©) Rewrite the following complaint so that it has an introduction, body and conclusion, Make the language sound more courteous while at (8) the same time getting the message across. Do you know that I was late for my examination because of your terrible bus service? Why can’t your drivers be on time or follow the schedule?On Tuesday, I was waiting at the bus stop opposite SMK Kenanga in Puchong. There was already a big crowd waiting Your driver did not stop to pick up the passengers. I bave taken down the registration number and at this point of time I am planning to write a complaint to Ministry of Transport. I hope the Ministry takes serious action against your company. Furious passengerYour company wishes to make t-shirts for everyone to wear on family day. In response to the following advertisement, write a letter of inquiry to T- SHIRTS Sdn. Bhd. Include the following points in your letter: (@) Colour and size of t-shirts; (6) Number of t-shirts required; (©) The date the t-shirts.are required; and (@ Modes of delivery and payment. Customized T-SHIRTS. Any size Any colour iM id sel : i : i Hn a Bsaeti, it ihn a i i i | For inquiries contact T-SHIRTS Sdn. Bhd. 23 Jalan Bintang, Cheras Perdana Cheras 50300 Kuala Lumpur 019 1234567 Fax 03-1234567 e-mail; t-shirts@tm.netmy (Total: 20)PART C INSTRUCTIONS Part C contains TWO questions. Answer ONE only. QUESTIONS MARKS 1. You wish to enquire about English Language Courses for your own professional development. Write a Letter of Inquiry to the management of a College or Institute for information on the following: ‘Types of course available Duration of each course ‘Type of certification awarded Course schedule Course fees Mode of payment Use a business letter format and include all the parts of a business letter. Include your own details for names, addresses and designation. (Total: 20) You are the Head of Research Department at your workplace. Write a memo to ALL staff informing them of a new procedure to borrow books from the library. In your memo, inform them of: + the need to return library membership cards to the office + the deadline to return the old cards, and + the date when the new procedure becomes effective + the new electronic procedure Include any other details or information you may think necessary. (Total: 20) END OF QUESTION PAPER sa