PART A INSTRUCTIONS Part A contains FIVE questions. Answer ALL questions. QUESTIONS Marks 1. List an advantage and a disadvantage of each of the following graphic aids: (@) Pie charts (e) Tables ) 2. Writing letters of complaint often requires the use of the passive voice to avoid direct accusations, Change the FOUR active sentences below into passive sentences. (a) The game folder caused the computer to lag. (6) Haikal omits the long nails from the order. © 1 will not write a good report until the technical problem is solved. (@) The delivery boys have broken open the packages during delivery. (4) 3 ‘The ability to communicate effectively requires the use of relevant and appropriate expressions. Provide a correct sentence for each of the function/situation listed below (a) Starting a meeting to discuss the sales performance of the previous month, (b) Voicing a strong disagreement that females are bad drivers. (©) Rejecting the idea (politely) that examination at the tertiary level should be abolished. (@® Making a suggestion on how to encourage students to participate ‘more online. (4)‘ouMII228: SEM SHPTQONT_ ALL 3. By using appropriate adverbs, write FOUR sentences that show the ‘quarterly trend/changes in the sales of Malay novels at MPJ Bookstore. Describe each quarter (three months) explicitly. Sales of Malay Novels in MPJ Bookstore (4) Below are the descriptions of the different types of memo routinely sent out in an organisation. Identify them. Description Types @ The first document in a report package that announces the release of the report and summarises conclusions and recommendations, credits the project team for the work and notes special points of interest. ) Siates a policy of a procedure to be followed by co-workers. Starts with a clear, concise sentence that states the purpose of the memo followed by the rationale for such a decision or procedure. (©) ‘A memo responding to a request for information and comprises four parts ~ the purpose statement, summary, discussion and action. @ Usually sent to a supervisor after returning from a business trip and shares the same format as memo C above. (4) (Total: 20)PARTB INSTRUCTIONS Part B contains FIVE questions. Answer THREE questions ONLY. QUESTIONS ‘ouMm2o SEM SHIPT2ONT AI 1 (a) Smartz Trading is a company that is interested in distributing a newly designed Smartcard in the Northern area. As a Executive of the company you would like to inquire i Marketing there is a special discount rate for bulk orders as well as the benefits and special features of the newly designed card. Write to the Supply Manager of the company requesting for information regarding the newly designed Smartcard. (10) (b) As the Supply Manager of the Smartcard company, write a letter of reply to the inquiry above. Answer all the questions. You may include any other relevant details. (10) (Total: 20) 2. (a) When planning for a presentation, one needs to structure the subject matter. It can be done through mind mapping, outlining or using organisational patterns. One example of using organisational pattern is using the problem-solution order, in which the talk will focus on a sequence of problems and their respective solutions. Name and describe briefly the other FIVE ways of using the organizational pattern. re)unin St SEPP MOT AM ) (o) © In a presentation, there are a few tips that can be followed for the presentation to be effective. List FIVE of the given tips. For each tip, provide a rationale on why/ how the tip is effective. For example: Be polite, By being polite one can be sure that he does not offend anyone in the audience and therefore his presentation will be smooth. (10) (Total: 20) ‘A memo is a form of written business communication that is often circulated within a company. It has a lot of advantages. List TWO advantages of a memo. ‘What is a distribution list and when is it used? You are En, Mirza Ariffin, the Manager of Crunchy Fried Chicken. ‘You have arranged for a special course on ‘How to Make Customers Feel Like A VVIP” to train your new staff who work as cashiers and waiters. The course will be held ftom 15 to 17 November and will be conducted at Headquarters in Puchong. Write a memo to all junior employees informing them about the course. All expenses will be paid by the company. Those who wish to attend the course should give their names to Cik Siti Salmi of Staff Training Department by the end of this week. Please follow the standard format of writing a memo. (4) Q) (4) (Total: 20)(@) When making a call to an organisation, sometimes there may not be anyone available to answer your call and you need to leave a message on the voice mail. There are five steps to follow to ensure that the person who receives your message has all the information he needs. What are the steps? Name THREE. (6) (b) Below is a list of phrases commonly used in phone conversations and when taking or leaving phone’ messages. Provide TWO examples for each function listed. Useful Phrases: ] Introducing yourself (a) Good morning, this is Julia (b) Hello, Sofea, Open University Malaysia Example: @ Finding out whois on the telephone / line (b) Asking for someone (© Saying that someone is not available (d) Offering to take a message © Leaving amessage (Asking the person to repeat what was said (@ Promising action (4) (Total: 20)5. Below is the report on training programmes conducted by the department from 2000 to 2010. This report is to evaluate the effectiveness of the courses in relation to the productivity level. Study these two figures and briefly explain the findings under the given sub-headings. Provide three recommendations which could be implemented to improve the productivity level of the company. Figure 1 : Training Courses Conducted from 2000 to 2010 35 30 $25 $ 25 3 20} & 315 g1| 54 ° 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 Year Figure 2 : Productivity Level from 2000 to 2010 6 aol 35 32 B25) 8 20 Eis} 10 si oT 9 _—_—__t 2000 2001 2002 2008 2004 2005 2008 2007 2008 2009 2010 Year (Total: 20)PART C INSTRUCTIONS Part C contains TWO questions. Answer ONE question ONLY. QUESTIONS Marks 1 ‘As a Land Surveyor, you have been given the task to survey the feasibility of an area in Beranang to develop 150 units of 2 storey terrace houses on Lot 2772 Section 6. Submit a field trip report to your Project Manager, Mr, Michael Ong of Istimewa Agenda Sdn. Bhd. that details the sub- headings as listed below: 1.0 Introduction 2.0 Site Assessment 2.1 Location of the Subject Site 2.2 Infrastructure and Services Available 3.0 Recommendation and Conclusion Follow the simple format of writing a report. Try to be as comprehensive as possible. (Total: 20)2. (a) A resume is a document that contains a record of your qualifications, work experience and achievements, Write a one page resume that details your personal data including your educational background, skills, work experience and list two names of referees, (10) (b) Based on your resume, write a cover letter of a job application for the post of your choice (one that is related to your qualification and experience). Please ensure that you highlight your skills and work experience and write a convincing letter. As a result, you may be able to not only draw the potential employee’s attention but also able to persuade him to consider your application carefully. (10) (Total: 20) END OF QUESTION PAPER om