MID-SEMESTER EXAMINATION (SEPTEMBER 2019 SESSION) PROFESSIONAL ENGLISH UCS1363 LECTURER .... MATRIC NO PROGRAMME : VENUE 1D eeseeeee NOVEMBER 2019 DURATION : 2 HOURS: INSTRUCTIONS: 1. Candidates must read all questions carefully. 2. The examination script consists of the followings: Part Types of instruction | Answer Sheets Questions eee to be Used ONE 1 Extended Answer ALL | Answer sheets Structure questions TWO 3 Extended Answer TWO (2) | Answer sheets Structures questions ONLY ae | THIS EXAMINATION SCRIPT CONTAINS 4 PAGES INCLUDING THE FRONT COVER DO NOT OPEN THE EXAMINATION SCRIPT UNTIL FURTHER INSTRUCTIONCONFIDENTIAL PART ONE (50 marks) Time: 4 hour INSTRUCTION This part consists of ONE (1) COMPULSORY question. Answer ALL questions in the answer sheets provided. a 14. Based on the situations given below, prepare a formal telephone conversation by using the characters and information given. Keep in mind the rules for proper business communication. Please convey all the necessary information including solutions during the phone conversation. i. You are a graduate trainee working in the customer relations team for a large retail firm, a customer has come to speak to a staff to make a complaint. They are threatening to go to a consumer Consumer Complaint Management Centre. Your objective is to resolve the issue with minimum financial and reputation damage to the company. (25 marks) ji. You have received an email from a company regarding some dissatisfaction in the items that have been sent by your company to them. The company has made orders with you but the items sent had issues in the quality and number of items is wrongly sent, Besides, the delivery date has also been delayed. You are making a call to the company to solve this issue, (25 marks) PROFESSIONAL ENGLISH 214CONFIDENTIAL PART TWO (50 marks) Time: 1 hour INSTRUCTION This part consists of THREE (3) questions. Answer TWO (2) questions only in the answer sheets provided 1. a) (b) 2 (a) (b) Monthly meeting is just around the corner. The General Manager of your company has requested for a meeting to be updated on the monthly production updates. Besides that, he also wants to know the updates on the upcoming Annual Dinner from all people in charge. Last but not the least, on the upcoming internal audit. As the secretary of the company, write an agenda to be distributed to all staff following the correct format. (15 marks) List and explain FIVE (5) important documents that are needed in a meeting. (10 marks) “Communication - the human connection - is the key to personal and career success”. Yet, there are many situations why communications fail. Explain FIVE (5) barriers of Communication. (10 marks) Illustrate the Communication Process and explain it briefly. (15 marks) PROFESSIONAL ENGLISH 34CONFIDENTIAL ae (a) When it comes to working enviroment, all you need to display is the ability to work well within a culturally diverse environment. Explain FIVE (5) types of Interpersonal Skills an employer or employee should have. (10 marks) (b) Analyze briefly FIVE (8) of the ways to improve one’s Interpersonal Skills. (15 marks) END OF QUESTION PAPER PROFESSIONAL ENGLISH 44