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					F ITMC

SULIT
CONFIDENTIAL

PEPERIKSAAN AKHIR
FINAL EXAMINATION SEMESTER MEI 2004 MAY 2004 SEMESTER
KOD KURSUS
COURSE CODE

: : : :

OUMH2203 ENGLISH FOR WORKPLACE COMMUNICATION
ENGLISH FOR WORKPLACE COMMUNICATION

NAMA KURSUS
COURSE TITLE

MASA
TIME

9.30 PAGI — 11.30 PAGI
9.30 A.M. — 11.30 A.M.

TARIKH
DATE

22 JULAI 2004
22 JULY 2004

ARAHAN KEPADA CALON
INSTRUCTIONS TO CANDIDATES 1. Sila baca dengan TELITI arahan yang terdapat dalam kertas soalan ini. Please read the instructions given in the question paper CAREFULLY. 2. Kertas soalan ini terdiri daripada satu versi bahasa, iaitu BAHASA INGGERIS. This question paper consists of the ENGLISH version only. Please answer all questions in ENGLISH. 3. Kertas soalan ini dicetak di kedua-dua belah muka surat. Sila pastikan anda mendapat 9 MUKA SURAT. This question paper is printed on both sides of the paper. Please ensure that there are 9 PAGES of questions. 4. Kertas soalan ini dibahagikan kepada 2 BAHAGIAN, iaitu bahagian A dan B. This question paper is divided into 2 PARTS, A and B. 5. Sila jawab SEMUA soalan dalam bahagian A dan TIGA (3) soalan dalam bahagian B. Answer ALL questions in Part A and THREE (3) questions in Part B. 6. Sila tulis jawapan bagi Bahagian A dan Bahagian B pada buku jawapan yang disediakan. For both Part A and Part B use the answer booklet provided.

JUMLAH KESELURUHAN MUKA SURAT ADALAH SEBANYAK 9 TIDAK TERMASUK MUKA SURAT INI. THERE ARE 9 PAGES OF QUESTIONS, EXCLUDING THIS PAGE.

OUMH2203MEI0404/F-IA

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PART A INSTRUCTIONS: There are five (5) questions in Part A. Answer ALL questions. QUESTION 1 Use each of the phrases below in a separate sentence. Your sentences must show that you understand the meaning of the phrases. (a) your offer (b) the delay (c) the enclosed brochure (d) a slight increase [12 marks] QUESTION 2 Use each of the words below in a separate sentence. Your sentences must show that you understand the meaning of the words. (a) accept (b) except (c) access (d) excess [12 marks] QUESTION 3 (a) Rewrite the following paragraph in two (2) sentences. Your sentences should contain all the main points in the paragraph. (b) Each sentence should be about 10-12 words in length. Your report implies that, over the past year, goods have frequently been sent to the wrong place and to the wrong client. It also states that our sales department frequently fails make a delivery in time to meet a client’s needs. However, the report does not state what action we have taken to rectify the situation. (56 words) [6 marks]

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QUESTION 4 The following letter contains four (4) grammatical errors. (a) Identify each error. (b) Write the correct form.

Dear Mr. Starsky, We would like to inform you that your request to a change in venue has been denied by our Sales Director. We reserve the grand ballroom at the Imperial Hotel about two months ago, and paid a deposit of three thousand Ringgit. If we pull out of the Imperial, I am afraid that we will lose our deposit. Although, we may not be able to find another venue for your event. I hope you understand our position. Sincerely, Ahmad Mansina Sales Executive

[8 marks] QUESTION 5 The two sentences below are taken from different letters. Identify the sentence which is part of a complaint letter and the one that is part of an adjustment letter. (a) We would like to inform you that thirty of the dictionaries were torn and two of them were soiled. (b) We would like to inform you that three Black Mahogany wardrobes have been shipped to your new address. [2 marks]

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PART B INSTRUCTIONS: There are five (5) questions in Part B. Answer three (3) questions. QUESTION 1 Read the following report and answer the questions that follow.

2002 HUMAN RESOURCES REPORT Annual salary rates for human resources (HR) workers vary according to occupation, level of experience, training, location, and size of the firm, and whether they are union members. In the year 2002, the average annual earnings of HR managers were $64,710 per annum. The lowest salary was $36,280, and the highest was $114,300. The following table shows the average annual earnings in the industries employing the largest numbers of HR managers in 2002. Table 1: Average Annual Earnings of HR Managers according to Industry

Management of companies and enterprises Local government General medical and surgical hospitals Federal Government

$77,690 65,590 61,720 60,030

The average annual earnings in the industries employing the largest numbers of training and development specialists in 2002 are shown in Table 2 below.

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Table 2: Average Annual Earnings of Specialists according to Industry.

Management of companies and enterprises Insurance carriers Local government General medical and surgical hospitals Federal Government

$49,660 45,830 43,740 40,960 37,560

According to a 2003 salary survey conducted by the National Association of Colleges and Employers, bachelor’s degree candidates majoring in HR received starting offers averaging $35,400 a year. There were no formal entry-level requirements for managerial positions. Applicants had to possess a suitable combination of educational attainment, experience, and record of accomplishment.
Adapted from Human Resources, Training, and Labour Relations Managers and Specialists: http://stats.bls.gov

Answer the following questions in complete sentences. (a) What are four (4) factors that affect the salary of HR workers? [4 marks] (b) What was the difference in the salary of the highest and lowest paid HR manager in the year 2002? Write your answer in words. [3 marks] (c) Do HR managers earn less than training and development specialists? Give a reason for your answer. [3 marks]
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(d) What is meant by the term no formal entry-level requirements mentioned in the last paragraph? [2 marks] (e) What is meant by the term a suitable combination of mentioned in the last paragraph? [2 marks] (f) Write three (3) sentences to show a comparison between the statistics in Table 1 with those in Table 2. You can use terms such as more than, less than, or in comparison to. [6 marks] [Total: 20 marks]

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QUESTION 2 You are the Sales Manager of Life Books Inc. Using the information in the pie chart below, write a memorandum to your General Manager. Include the following points in your memorandum: (a) A brief description of the sales statistics in the different states. (b) Names of places where sales are low. (c) A need to deploy more sales personnel to places where sales are low. (d) One or two reasons for the high percentage of sales in Wilayah Persekutuan.

Sales of IT Books in Malaysia

4%

2%

5%

12% 5%

50% 13%

9%

Melaka 4% Perlis 2% Pahang 5%

Perak 12% Sabah 5% Kelantan 9%

Johor 13% Wilayah Persekutuan 50%

[Total: 20 marks]

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QUESTION 3 The following letter is badly written. Rewrite the letter, paying attention to the parts that are numbered (a) to (e).

The Glass Company (a) 12 June 2004 (b) Reference: Your order Dear Dr. Bhagwan, (c) Your order for a dozen two-litre medicine bottles is on its way. They were dispatched. We thank you for your order dated 2nd June in which you requested for four dozen two-litre medicine bottles. (d) We are really proud that Dr. Bhagwan keeps on choosing us as your supplier. (e) We would like to confirm that we will make payment for this order by banker’s draft upon delivery of the products. Yours sincerely, Mah Woon Tong Head of Marketing

[Total: 20 marks]

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QUESTION 4 As the Director of the Borneo Tourism Board, you have made the following notes on interesting places in Sabah. Use the notes to write out a speech in a topical order.

1. Ecotour 200 species of rare and exotic orchids Kawatan Village of Inanam educational tour medicinal herbs for treatment of a number of diseases 2. Mataking Island white sandy beach spa and a Jacuzzi at the resort diving, snorkeling, paddle boats and hammocks available 3. Kiau Spur Expedition adventurous track on the mountain night temperature can go down to 815 degrees Celsius must be physically fit

[Total: 20 marks]

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QUESTION 5 Your firm wishes to hold a conference at the end of this year. Write a letter of enquiry to the Kepala Batas Conference Centre in response to the following advertisement. In your letter, enquire about the following: (a) (b) (c) rate for two-day package, inclusive of food and accommodation availability of conference centre on 1st and 2nd November 2004 cost and capacity of seminar rooms.

Kepala Batas Conference Centre

14 seminar rooms

126 guestrooms and suites

Air-conditioning in all seminar rooms, deluxe rooms and suites Telephones, e-mail facilities and televisions in all rooms We offer excellent conference packages for all organizations who wish to hold conferences and meetings at our premises. We provide free transport from Pulau Pinang airport. For reservations and enquiries, contact us immediately. Hotel Telephone: 604-484000 Airport Telephone: 604-483600 464 North Express Road Kepala Batas, 26400 Pulau Pinang Fax 604-485000 e-mail: kbcentre@tm.net.my [Total: 20 marks] THE QUESTION PAPER ENDS HERE

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