Subcompetence C.3 Making arrangements

Activity 1

Listen to the dialogue to complete the dialogue in your book

W : Can I help you?

M : Yes, I’d like to ……

W : I’m sorry, but he is……….out of town today

M : What time will he probably be back? I’d rather call him back later

W : I’m afraid he will not go back to the office today because according to the schedule he must attend …………

M : I see. Well, can I …………for tomorrow?

W : Let me see, first. How about tomorrow…………..? can you make it?

M : Yes, I can …………..

W : Alright. Can I……………… please?

M : Sure. The name is ……………….I’m from Pretzel Cargo

W : All right Mr. Budi, I have scheduled you……………

M : Thank you and good bye

W : Good bye

Activity 2

Listen to the following dialogue carefully then answer the following questions

1. Who was the caller?

2. Whom the caller wanted to talk to?

3. Why wouldn’t Mr. Surbakti be back to the office?

4. Where would the important seminar take place?

5. What company did Mr. Wibowo Budi work for?

6. When would he meet Mr. Surbakti?

Activity 1

Practice the following dialogues with your friend

Situation: Bobby is calling Dr. Smith to make an appointment

Bobby : Hello, can I speak to Dr. Smith?

Dr. Smith : Yes, this is Dr. Smith speaking. Who is this?

Bobby : I’m Bobby, one of your patients

Dr. Smith : Oh! Bobby, how are you? What can I do for you?

Bobby : I’m fine, doc. Well, I’ve been feeling unwell this couple of days. Will you be occupied this afternoon, doc? I’d like to have you check my condition

Dr. Smith : I’m sorry, I have had an appointment already this afternoon. But, what about in the evening?

Bobby : What time?

Dr. Smith : How about six thirty? Can you make it?

Bobby : Six thirty will be fine, doc

Dr. Smith : All right, I’ll see you at six thirty this evening. Good bye

Bobby : Good bye

The dialogues above contain some expressions for making arrangement or appointment. Other expressions to make appointment:

Æ I’d like to make an appointment with you

Æ I wonder if we could arrange the time to have a meeting tomorrow afternoon

Æ I’d like to meet you (call you) tomorrow morning if it’s convenient for you

Æ Do you happen to be free next week?

Below are the examples of responses for the expressions above

Æ I think this afternoon is okay

Æ Sure, that will be nice

Æ All right, we will meet at eight tomorrow

Æ I’m afraid I can’t make it then

Æ I’m sorry, but I’ll be filled up next Saturday

Æ I’m sorry but I have already made appointment with ……….

Activity 2

Complete the dialogue with the words provided

Jake : Good morning, I’d like to make an ….1)

to meet Mr. Nicholson in his office

Woman : May I know your name and your …..2) of meeting Mr. Nicholson

Jake : Sure, my name is Jake Frazer. I’d like to offer him a ……3) it’s quite interesting if I can meet him to talk about it.Woman : Alright, but I’m afraid he doesn’t have time this week. He’ll be ………4) until Saturday. How about some time next week?

Jake : Well, next week will be fine for me …….5)?

Woman : Let me check the schedule first. How about Saturday at 9:00?

Jake : I’m sorry, but I think I cannot …..6) it on Thursday morning. I wonder if we could make it on Thursday afternoon, of course if that’s ……7) for him

Woman : Well, actually he …..8) a schedule on Thursday afternoon will be convenient

Read the passage below carefully.

Working Ethics

Ethics of business is a moral or rules of conduct and behavior that are usually done ion an office or business. It consists of a norms and acts as a measuring scale in the process of sending information on a certain office or business. Therefore workers must posses morality or good behavior and politeness feeling in all living aspects.

Office discipline means rules and regulations, which are maintained in a certain office. A worker can train and educate himself to obey the rules and regulations as stated. It can improve the work productivity effectively and efficiently. If all the workers maintain discipline willingly, they will improve their working ability. If workers ignore the regulation, they do not have full responsibility to do the work well. Consequently their result of working will not be optimal. In order to maintain office discipline there are certain punishment or sanction for workers who ignore the rules.

Office ethic concept is a holder and indicator in our work surrounding and in communicating. It also means as a rule, regulation, discipline custom, and tradition or worker’s culture. Therefore a worker must have:

a. Morality feeling and good behavior

b. Politeness in all living aspects

c. Hospitality in duty and conduct

d. Responsibility and familiarity

Activity 1

Answer the following questions correctly based on the passage above!

1. What does ethic of business mean?

2. What does ethic of business consist of?

3. Which points that function as a measuring scale?

4. What is the function of office discipline?

5. What must a good worker have

REVIEW ON ADVERB OF TIME

READ THE SENTENCES BELOW

Æ I have heard about Parangtritis beach before

Æ We shall now begin to work

Æ Mr. Patterson called you a few minutes ago

Æ I met Jim yesterday

Adverb of time is usually placed after the verb or after the object if there is one

Other adverbs of time are tomorrow, soon, late, early, and daily

ADVERBS OF DEFINITE FREQUENCY

Adverb of definite frequency is placed at the beginning or at the end of sentence (di awal atau di akhir kalimat)

Some adverbs of definite frequency are:

• Once in a (day, week, month, year, quarter)
• Twice in a (day, week, month, year, quarter)
• Every (day, week, month, year, quarter)
• Every other (day, week, month, year, quarter)

Study the examples:

• Every day I study for the TOEIC
• I study for the TOEIC every day

ADVERB OF FREQUENCY

Some Adverbs of Frequency are:

• Always
• Rarely
• Never
• Seldom
• Usually
• Sometimes
• Often
• Occasionally

POSITION OF ADVERB OF FREQUENCY

Adverb of Frequency is placed

1. After the To be / Auxialary (setelah kt. Kerja bantu)
2. Before the Verb (sebelum kt. Kerja)

Study the sentences:

• They can always work until six
• They usually start at eight
• I am always late to school

Activity 1

Read the sentences carefully and then identify those which contain adverbs of time

1. We go to a bookstore one or twice a month

2. The delegation from Iran has arrived a couple of hours ago

3. The patients’ condition is much worse today

4. The new employee rarely makes mistakes

5. My brother is out

6. We woke up too early this morning

7. The child slept soundly

8. My son often called me lately

Activity 2

Complete the following sentences using the appropriate adverbs of time

1. We will arrive at Dita’s hometown ……..

2. They must finish fixing the gate ……….

3. Paul and Greg went fishing in the lake ………

4. I don’t want to have lunch because I have eaten a bowl of meatball ……….

5. There will be a meeting ………..

6. John missed the train because he woke up ………

7. Mr. Ardi is having a discussion ……….

8. Don’t worry, the problem will end ……

Subcompetence C3 Making Arrangements

WRITTEN BY:

Siti Rejeki Spd

TINGKAT III

SMK IPTEK JAKARTA

JL. PULOGEBANG NO.99

Activity 1

Listen to the dialogue to complete the dialogue in your book

W : Can I help you?

M : Yes, I’d like to ……

W : I’m sorry, but he is……….out of town today

M : What time will he probably be back? I’d rather call him back later

W : I’m afraid he will not go back to the office today because according to the schedule he must attend …………

M : I see. Well, can I …………for tomorrow?

W : Let me see, first. How about tomorrow…………..? can you make it?

M : Yes, I can …………..

W : Alright. Can I……………… please?

M : Sure. The name is ……………….I’m from Pretzel Cargo

W : All right Mr. Budi, I have scheduled you……………

M : Thank you and good bye

W : Good bye

Activity 2

Listen to the following dialogue carefully then answer the following questions

1. Who was the caller?

2. Whom the caller wanted to talk to?

3. Why wouldn’t Mr. Surbakti be back to the office?

4. Where would the important seminar take place?

5. What company did Mr. Wibowo Budi work for?

6. When would he meet Mr. Surbakti?

Activity 1

Practice the following dialogues with your friend

Situation: Bobby is calling Dr. Smith to make an appointment

Bobby : Hello, can I speak to Dr. Smith?

Dr. Smith : Yes, this is Dr. Smith speaking. Who is this?

Bobby : I’m Bobby, one of your patients

Dr. Smith : Oh! Bobby, how are you? What can I do for you?

Bobby : I’m fine, doc. Well, I’ve been feeling unwell this couple of days. Will you be occupied this afternoon, doc? I’d like to have you check my condition

Dr. Smith : I’m sorry, I have had an appointment already this afternoon. But, what about in the evening?

Bobby : What time?

Dr. Smith : How about six thirty? Can you make it?

Bobby : Six thirty will be fine, doc

Dr. Smith : All right, I’ll see you at six thirty this evening. Good bye

Bobby : Good bye

The dialogues above contain some expressions for making arrangement or appointment. Other expressions to make appointment:

Æ I’d like to make an appointment with you

Æ I wonder if we could arrange the time to have a meeting tomorrow afternoon

Æ I’d like to meet you (call you) tomorrow morning if it’s convenient for you

Æ Do you happen to be free next week?

Below are the examples of responses for the expressions above

Æ I think this afternoon is okay

Æ Sure, that will be nice

Æ All right, we will meet at eight tomorrow

Æ I’m afraid I can’t make it then

Æ I’m sorry, but I’ll be filled up next Saturday

Æ I’m sorry but I have already made appointment with ……….

Activity 2

Complete the dialogue with the words provided

Jake : Good morning, I’d like to make an ….1)

to meet Mr. Nicholson in his office

Woman : May I know your name and your …..2) of meeting Mr. Nicholson

Jake : Sure, my name is Jake Frazer. I’d like to offer him a ……3) it’s quite interesting if I can meet him to talk about it.Woman : Alright, but I’m afraid he doesn’t have time this week. He’ll be ………4) until Saturday. How about some time next week?

Jake : Well, next week will be fine for me …….5)?

Woman : Let me check the schedule first. How about Saturday at 9:00?

Jake : I’m sorry, but I think I cannot …..6) it on Thursday morning. I wonder if we could make it on Thursday afternoon, of course if that’s ……7) for him

Woman : Well, actually he …..8) a schedule on Thursday afternoon will be convenient

Read the passage below carefully.

Working Ethics

Ethics of business is a moral or rules of conduct and behavior that are usually done ion an office or business. It consists of a norms and acts as a measuring scale in the process of sending information on a certain office or business. Therefore workers must posses morality or good behavior and politeness feeling in all living aspects.

Office discipline means rules and regulations, which are maintained in a certain office. A worker can train and educate himself to obey the rules and regulations as stated. It can improve the work productivity effectively and efficiently. If all the workers maintain discipline willingly, they will improve their working ability. If workers ignore the regulation, they do not have full responsibility to do the work well. Consequently their result of working will not be optimal. In order to maintain office discipline there are certain punishment or sanction for workers who ignore the rules.

Office ethic concept is a holder and indicator in our work surrounding and in communicating. It also means as a rule, regulation, discipline custom, and tradition or worker’s culture. Therefore a worker must have:

a. Morality feeling and good behavior

b. Politeness in all living aspects

c. Hospitality in duty and conduct

d. Responsibility and familiarity

Activity 1

Answer the following questions correctly based on the passage above!

1. What does ethic of business mean?

2. What does ethic of business consist of?

3. Which points that function as a measuring scale?

4. What is the function of office discipline?

5. What must a good worker have

REVIEW ON ADVERB OF TIME

READ THE SENTENCES BELOW

Æ I have heard about Parangtritis beach before

Æ We shall now begin to work

Æ Mr. Patterson called you a few minutes ago

Æ I met Jim yesterday

Adverb of time is usually placed after the verb or after the object if there is one

Other adverbs of time are tomorrow, soon, late, early, and daily

ADVERBS OF DEFINITE FREQUENCY

Adverb of definite frequency is placed at the beginning or at the end of sentence (di awal atau di akhir kalimat)

Some adverbs of definite frequency are:

• Once in a (day, week, month, year, quarter)
• Twice in a (day, week, month, year, quarter)
• Every (day, week, month, year, quarter)
• Every other (day, week, month, year, quarter)

Study the examples:

• Every day I study for the TOEIC
• I study for the TOEIC every day

ADVERB OF FREQUENCY

Some Adverbs of Frequency are:

• Always
• Rarely
• Never
• Seldom
• Usually
• Sometimes
• Often
• Occasionally

POSITION OF ADVERB OF FREQUENCY

Adverb of Frequency is placed

1. After the To be / Auxialary (setelah kt. Kerja bantu)
2. Before the Verb (sebelum kt. Kerja)

Study the sentences:

• They can always work until six
• They usually start at eight
• I am always late to school

Activity 1

Read the sentences carefully and then identify those which contain adverbs of time

1. We go to a bookstore one or twice a month

2. The delegation from Iran has arrived a couple of hours ago

3. The patients’ condition is much worse today

4. The new employee rarely makes mistakes

5. My brother is out

6. We woke up too early this morning

7. The child slept soundly

8. My son often called me lately

Activity 2

Complete the following sentences using the appropriate adverbs of time

1. We will arrive at Dita’s hometown ……..

2. They must finish fixing the gate ……….

3. Paul and Greg went fishing in the lake ………

4. I don’t want to have lunch because I have eaten a bowl of meatball ……….

5. There will be a meeting ………..

6. John missed the train because he woke up ………

7. Mr. Ardi is having a discussion ……….

8. Don’t worry, the problem will end ……

Subcompetence C2 Making and Handling Complaints

WRITTEN BY:

SITI REJEKI

TINGKAT III

SMK IPTEK JAKARTA

JL. PULOGEBANG NO.99

Activity 1

Read the dialogue carefully and then practice it with your friend.

Guest : Excuse me, but I want to speak to the manager.

Mr. Brown : I am the Duty manager. What can I do for you?

Guest : Oh, my name is Lucas. George Lucas. My suitcases have been stolen from outside my room and I want them back.

Mr. Brown : All right, calm down. Let’s have a seat and tell me exactly what’s happened.

Guest : I have two suitcases. I put them in front of my room, 213, this morning for the porter to collect. He was supposed to take them down to the Wisata Group Tour bus. I’ve just been down to the bus, but my suitcases aren’t among the suitcases there. This wasn’t supposed to happen.

Mr. Brown : I’m sorry, Sir but what time did you put them out?

Guest : About seven thirty.

Mr. Brown : And, could you tell me what they look like?

Gust : They are large, soft grey leather suitcases with Wisata Group sticker on them. Look, I want some actions on this

Mr. Brown : Yes, certainly, Sir. I am very sorry about this inconvenience. It’s possible that the suitcases have been put down in the wrong bus. So, let me contact the Head porter, the porter, and the courier. I am sure that it will not take a long time and your suitcases must be found immediately

Questions:

1. What’s Mr. Lucas complaining about?

2. What did he think?

3. Where did he put the suitcases?

4. Who is handling his complaint?

5. What did he do in response to Mr. Lucas’ complaint?

Activity 2

Read the dialogue and perform it with your friend.

Andre : I’m very disappointed with the salesman who sold me this watch.

Ben : How come?

Andre : He guaranteed me that this watch was waterproof. However, it is not. The worse was, when I by accident dropped it into my glass water, it didn’t work immediately.

Ben : That’s too bad. Are you going to make a complaint about it? After all, he did give you his word.

Andre : Absolutely.

Activity 3

Study the following explanation carefully.

Expressions of making complaint to a person you don’t know well.

Ø I’m sorry to have say this but …

Ø I’m sorry to bother you but ….

Ø I think you may have forgotten …

Ø It may have slipped your mind, but ……

Ø There may have been misunderstanding about ….

If you’re talking to someone you really know well, say it more directly.

Ø What are you going to do about …..?

Ø I’m not all satisfied with ……

But only in extreme cases, if you’ve already tried more polite, would you have threaten someone:

Ø Look, if you don’t send your engineer to repair the machine, we will be forced to cancel our next order.

Ø Unless you pay the account within seven days, we will place the matter in the hands of your attorney.

Expressions of handling complaint:

Ø I’m sorry it’s my fault.

Ø I am very sorry I didn’t realize it.

Ø There has been a slip up in our …. Department.

Ø We are very sorry about the delay (mistake, poor service)

Ø We wish to apologize for …..

Ø Please accept our apologize for ……

Activity 4

Develop dialogues based on the given situation using your own words.

Situation 1:

You talked to your friend about your landlady who raised the rent while she said to you she wouldn’t do that.

Situation 2:

Mrs. Jackson calls “Quick and Shine” dry cleaning to complaint about the service. She’s waiting for the dress, which should be delivered at 4 o’clock in the evening, but until 5 o’clock, the delivery hasn’t arrived yet. In fact, she has to wear the dress for tonight party at 19.00.

Activity 5

Read the passage and answer the questions correctly.

MAKING AND HANDLING COMPLAINTS

“To err is human, to forgive is divine”. As long as human as the human element is present in business. Mistakes will be made, complaints or claims will be made, and adjustment or handling them will have to be made, too. Whatever the cause, complaints or claims should be made calmly, courteously, and objectively. The facts should be stated positively and truthfully. The purpose of complaints is to find a prompt decision and agreement, not to “tell off” somebody.

Showing our temper and the use of sarcastic language makes the adjustment more difficult and often delays it. However, lengthy explanations are unnecessary, irritating, and confusing., except the difficulty of the situation make an elaborate unavoidable. Usually a brief bit clear statement of the essential facts best serves the interest of the claimant. The following are two tips to make complaints.

1. State the complaint or claim, giving the details necessary for identifying the faulty product or service; dates of order, dates of arrival, defective products and so forth.

2. Ask courteously but firmly for a prompt settlement. If you are seriously inconvenienced either in your business or personally, stress the unfortunate results, for example loss of sales, or embarrassment in your relations to others. If you are regular customer, it sometimes strengthens your claims to suggest a withdrawal of your trade or transactions if the service does not improve.

In an effort to develop better customer relations, business houses as a large company, store, hotel and so on have to make a good adjustment should not be made reluctantly. It should be made willingly and promptly. However, they must distinguish between the customer who has a rightful claim and the customer who just tries to “put one over” on the company.

Whatever complaint that the customers make the persons who have duties to make the adjustments have to do the jobs professionally. Their job is to weigh the evidence, analyze the problem from all possible angles, and arrive at a decision. They should make every effort to deal fairly with the customer. They should realize that “a fair deal is a good deal” and usually result in satisfaction to all persons concern

Answer the questions!

1. What is the passage about?

2. Explain the meaning of the proverb “to err is human to forgive is divine”!

3. What should we do to make a good complaint?

4. What is actually the aim of making complaint?

5. What will happen if we state the complaint in temper?

6. Do we have to give long explanation to state the reason of our complaint?

7. Is it enough for one just to state the complaint?

8. How should we handle the complaint?

9. What is the indeed result of making the adjustment?

Activity 6

Complete the sentences using the words provided

1. She seemed …….. to discuss the matter with her associates

2. It was obvious that our competitor tried to ……….. us by launching similar product like ours with almost similar brand

3. The sales representative promoted that the toothpaste has a certain special fluoride that .the teeth

4. As a good hotel representative, a frontline officer, one must serve the customer ……..

5. We should discuss the problems from any conceivable ….. before we report it to the management

6. This home industry was about o be closed down but because the ……….financial aids the sister company, it went back to normal

7. My boss ……… John for always coming late to the office and frequent absence

8. The customer pushed the door and walked out of the store with a ……

REVIEW ON SIMPLE FUTURE

The simple Future is used to talk about things which we cannot control. It expresses the future as a fact. Examples:

Æ I will be nineteen next Friday

Æ We will know our examination result in June

Simple Future tense is used to talk about what we think or believe will happen in the future. Example:

Æ I think Germany will win the football match against France

Æ I’m sure you will get the train ticket to Surabaya

The Simple Future tense is also used when we decide to do something at the time of speaking. Example:

Æ It is raining. I will take an umbrella

Æ I’ll wait here while you’re finishing your meal

We use Be going to when we have decided to do something before talking about it. Example:

Æ A: Have you decided what to do?

B: Yes. I’m going to have my hair cut

Æ A: Why do you want to sell your house?

B: I’m going to buy a bigger one

ACTIVITY 1

Use Will and Be going to in the dialogue below.

Mr. Burke : There is a bug in my salad!

Mr. Perkins : I’ll call the waiter. Excuse me, ………. You come over here, please, please?

Waiter : Yes?

Mr. Burke : there is a bug in my salad. And by the way, the rolls are rather stale.

Waiter : Hmmmm

Mr. Perkins : Well? …………..you just ………..stand there?

Waiter : Hmmm, I don’t see anything in the salad

Mr. Perkins : Look, ……………..call the manager

Mr. Burke : My wife ……….here in a few minutes. She …………eat anything when she hears about this.

Waiter : Very well, I’ll bring you another salad

Mr. Perkins : And what about the rolls?

Waiter : ……………be right back

Mr. Perkins : I didn’t like him at all

Mr. Burke : I didn’t either. I’m ……….write a letter to the owner of the restaurant

ACTIVITY 2

Complete the following sentences using Will or Be going to

1. I’m sure we ……….do well on the stage tomorrow

2. Let’s get into the class. The lesson ………..begin

3. Come to my party. There ………. Be a lot of fun

4. You look great! Nobody …………….recognize you in your hair style and your make up

5. Help that boy! He is ………….drown

6. Do you mind to turn off the radio? I …………..make a telephone call, it’s difficult to hear if the radio on

7. A: So, you have decided the course to enroll?

B: Yes, I ………….take a French course

8. I’m happy because I …………..home next Saturday

REVIEW ON CAUSE EFFECT RELATIONSHIP

The words Because, Because of, Due to, Since, and As are conjunctions. These conjunctions are used to express Cause and effect relationship. Look at the samples below:

Æ I came to the seminar because I was interested in the topic

Æ Because I was interested in the topic, I came to the seminar

Æ We take the car to the garage, since it still doesn’t work properly

Æ Since it still doesn’t work properly, we take the car to the garage

Æ Because of the increase of the cost of production, we have to increase the price of this product

Æ We have to increase the price of this product, because of the increase of on cost of production

Æ I couldn’t fulfill the appointment yesterday, due to the sudden meeting with my boss

Æ Due to the sudden meeting with my boss, I couldn’t fulfill the appointment