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CONFIDENTIAL LG/APR 2008/BEL300

UNIVERSITITEKNOLOGI MARA
FINAL EXAMINATION

COURSE : ENGLISH FOR OCCUPATIONAL PURPOSES


COURSE CODE : BEL300
EXAMINATION : APRIL 2008
TIME : 3 HOURS

INSTRUCTIONS TO CANDIDATES

1. This question paper consists of four (4) parts: PART A (3 Questions)


PART B (1 Question)
PART C(1 Question)
PART D (2 Questions)

Answer ALL questions from all parts in the Question Paper.

Fill in the details below:

UiTM STUDENT CARD NO. :


PROGRAMME/CODE :
PART :
ENGLISH LANGUAGE GROUP :

NAME OF LECTURER :

Do not bring any material into the examination room unless permission is given by the
invigilator.

Please check to make sure that this examination pack consists of:

i) the Question Paper

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO


This examination paper consists of 8 printed pages
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CONFIDENTIAL 2 LG/APR 2008/BEL300

PART A: (15 MARKS)

Read the situation below carefully and answer the questions that follow in complete
sentences using your own words.

Avanus Travel and Tours Sdn. Bhd. provides travel and tour services for local and foreign
tourists. Recently, there have been numerous complaints by some of the tourists that the
tour guides are not proficient in English and they are not familiar with the local history and
culture. Besides that, the guides also collect tips from the tourists and are rude when they
are not happy with the amount of money they receive from them. When an investigation was
carried out, it was found that the company had employed untrained people as tour guides
due to a labour shortage. Furthermore, the courses that were held for the new employees
were short and did not include courses on local history and culture.

QUESTION 1

As the Marketing Manager at Avanus Travel and Tours Sdn. Bhd., you wish to complain to
the Director of the company about this matter. What would be the two major complaints?

(a)

(b)

(5 marks)

QUESTION 2

State two major problems the company may face if the complaints are not attended to.

(a)

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CONFIDENTIAL 3 LG/APR 2008/BEL300

(b)

(5 marks)

QUESTION 3

2. As the Marketing Manager at Avanus Travel and Tours Sdn. Bhd., write two
recommendations you would make to the Director of the company to solve the
problems.

(a)

(b)

(5 marks)

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CONFIDENTIAL LG/APR 2008/BEL300

PART B: (15 MARKS)

QUESTION 1

You are a tour coordinator for Eve Travel and Tour Agency. As the Harvest Festival or
'Pesta Kaamatan' season is coming soon, you are required to write an article describing the
promotional tour packages that your company is offering during the season. The article will
be published in the local newspapers.

In about 150 words, write the article using the information given below. You must add at
least 4 other relevant details.

£VE TRAVEL & TOUR AGENCY

11 JALAN KENT 4/77


88150 KOTAKINABALU
SABAH
TEL: 088-32514515

Price starts from


Tour packages: RM100

• Family
• Honeymoon
Types of tour:
• Individual
• Nature
• Group
• Island
• Historical
• Zoo

valid from 1 May 2008 until 31 May 2008

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CONFIDENTIAL 5 LG/APR 2008/BEL300

(15 marks)

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CONFIDENTIAL 6 LG/APR 2008/BEL300

PART C: (10 MARKS)

QUESTION 1

Read the situation below carefully and complete the task that follows.

In order to foster better ties among the employees of FastEx Courier Services, the Managing
Director has decided to have a telematch as one of the activities for its family day
celebration. The employees are encouraged to bring their family members for the event. As
chairperson of the telematch sub-committee, write out five detailed instructions to your
committee members on the steps that need to be taken to ensure the success of the event.

The steps should begin with the initial decision on the type of telematch events that are
suitable for the employees and conclude with what needs to be done on the day of the
telematch to ensure that all the events run smoothly.

Write your instructions in the space provided.

(a)

(b)

(c)

(d)

(e)

(10 marks)

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CONFIDENTIAL 7 LG/APR 2008/BEL300

PART D: (20 MARKS)

Answer both questions.

QUESTION 1

The text below is an extract taken from the Internet on 'Leadership Qualities'. You found
the extract interesting and you wish to share it with your colleagues. Rewrite the extract in
your own words to make it suitable for your company newsletter.

Ability to stand against critics

As your success rate increases your critics multiply and


become louder. Come to peace with the fact that you will always have
people who critique every decision you make. They are generally the
ones who are excellent problem-identifiers rather than problem-solvers.
Develop your skills of repelling such critics so that they do not diminish
your confidence or enthusiasm. It takes focus and confidence not to be
adversely affected by criticisms. Strong leaders learn the art of listening
to critics, but ultimately making decisions for the good of the
department, not to simply please the critics.

Adapted from
http://www. buzzle.com/editorials/
Retrieved on May 11, 2006

(10 marks)

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CONFIDENTIAL 8 LG/APR 2008/BEL300

QUESTION 2

The text below is taken from a book The 25 Most Common Problems in Business. You found
the text interesting and would like to share it with your colleagues. Rewrite the text in your
own words to make it suitable for display on your company bulletin board.

STRATEGIES TO WIN AT NEGOTIATION

Negotiation is about developing a knack for saying the right


thing at the right time. It is essential to remember that negotiations are
seldom a one-time deal. Often, you will renegotiate the same deal, or will
open up a completely new one with that same person, so be kind to that
person. You should remember to be perceptive and keep an open ear to
the other person's needs. This will help to smoothen the negotiation
process so that both parties leave the table feeling that they have not
been short-changed in any way.

Adapted from
The 25 Most Common Problems in Business by Zabloski, J., 1996

(10 marks)

END OF QUESTION PAPER

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