1.

Define 'small talk' and state what you can talk about when making
small talk.
(May 2011)
# When networking with business partners and professionals at the
workplace, sometimes we need to engage in small talk. What topics can
we talk about when making small talk? And what topics are not
supposed to be touched upon?
(January 2012)
Small talk may be defined as chatting about things not directly related to the
business at hand. Holidays, travel traffic, public transportation and
entertainment are among the daily chat issues. Interests that may have in
common can also be a topic of conversation.
# Topics are not supposed to be touched upon or "no-no" areas;
Politics and religion.
Details of the family may also be considered too personal, especiallyin
the workplace.
2. The aim of a short report is to place information on a page that is
easily seen and understood. State FOUR characteristics of a short
report.
(May 2011)
A good short report should contain the following characteristics:

A clear indication of your purpose;

Accurate and objective information;
A suitable ordering of information;
Appropriate formatting.

3. When writing an email, why is etiquette important to both the sender

and the recipient?
(May 2011)
It maintains and promotes goodwill between the writer and the recipient.
4. For an effective presentations, we need to consider a number of
different aspects. State FOUR of the most common aspects of
interpersonal communication to be taken into consideration when
preparing for a presentation.
(May 2011)
1

 Audience Awareness
Effective Opening Lines
Appropriate Visual Aids
Non-verbal communication
5. Using appropriate adverbs, write FOUR sentences that show changes
in quantity of journal articles downloaded from the OUM Digital Library
from January to April.

(May 2011)
In February, journal articles downloaded from the OUM Digital Library
steadilyincreased up to 100% compared to less than 20% in January. But it
slightlydecreased to 90% in March and continued sharply fall to 20% in April.
6. A memo is a form of written business communication, which is
passed around within a company. State FOUR purposes of a memo.
(September 2011)
Communicates information
Explains procedures
Announces changes
Makes requests
Confirms results
Offers advice
7. Below is an extract from a letter of complaint from a dissatisfied
customer to the store manager. Choose the correct word from the list of
words given to fill in the gaps.
(September 2011)
working, trouble, defective, purchase, repaired, regret, warranty,

honest
I was persuaded by your salesman, John to (a) purchase the Kochi Paper
Shredder. I (b) regret to inform you that I have had nothing but (c) trouble with
it ever since.
As it was still under (d) warranty, I returned it to your store on two occasions
for adjustments. Unfortunately, it is still not (e) repaired very well. I am afraid
the shredder is (f) defective. To be (g) honest, I am not prepared to have it (h)
workingfor the third time. I would very much appreciate it if you could send me
a replacement without delay.
8. These sentences are often used when requesting for information or
an action to be done. Each sentence contains a mistake or a missing
word. Identify the mistakes or the missing words and rewrite the
sentences.
(September 2011)
(a) Could you please repeat that again?
Could you please repeat that?
(b) Sorry, he not in right now. Please come back later.
Sorry, he is not in right now. Please come back later.
(c) Would you telling me what exactly is the problem?
Would you mind telling me what exactly is the problem?
(d) Could you please tell me the courses that available?
Could you please telling me the courses that available?
(e) I afraid I didn't get that. Can you say it again, please?
I'm afraid I didn't get that. Can you say it again, please?
(f) I wonder if you mind checking there's a class on Sunday.
I wonder if you mind checking if there's a class on Sunday.
(h) Sorry, I didn't heard what you said.
Sorry, I didn't hear what you said.

9. Electronic communication is one of the fastest growing

communication trends in the world today.
With reference to netiquette, identify FOUR do's and don'ts when it

comes to writing emails.

(September 2011)
(a) Do's
Be polite and civil
Keep email short and brief
Respect privacy
Stay on topic
Reply promptly
(b) Don't
Use capital letters (shouting)
Post flame bait
Use emotional language
Send out unsolicited mass e-mails
Claim e-mail as urgent when we are not
10. When sending a resume you also need to attach a cover letter. State
FOUR functions of a cover letter.
(September 2011)
Draw attention to relevant qualifications and work experiences listed in
the resume.
Make a match between what you have to offer and the potential
employer's needs
Persuade your potential employer to consider your application carefully.
Support your request for an interview.

11. What is the difference between justifications report and progress

report? Explain.
(January 2012)
(a) Justifications Report
This report highlights a course of action or ideas, and then presents evidence
to support why something should, or has been done. Basically, the format is
as follows:
Introduction - Presents purpose of report and describes proposal /
course of action.
Body - Describes the present situation, need for change, costs and
benefits.
Conclusion - Evaluates changes and provides recommendations.

(b) Progress Report

This report provides information on the progress of a project and forecasts
future development.
Introduction - Identifies the report's purpose with a subject line and
describes the current status of the project.
Body - Presents positive features of operation, describes problems that
arose and how they were solved, and includes schedule and costs.
Conclusion - Points to the future.
12. In formal letters, words that are used must be simple and concise.
The aim should be to communicate clearly with the reader. Change the
lines below into simple (plain) English.
(January 2012)
(a) Please be advised that the goods will be delivered in two batches.
The goods will be delivered in two batches.
(b) Your kind remittance of the payment...
Please post your payment ...
(c) Enclosed herewith are the documents.
Enclosed are the documents.
(d) We would like to refer the matter to your good self.
Please refer the matter.
13. You are asked to ring a local florist to order a bouquet of roses for
manager's office. When you call, you hear a recorded message which
says, "Glam Florist. Thank you for your call. The shop is closed for
lunch. If you wish to leave a message, it will be dealt with after 2.00p.m.
Please leave your name, address and telephone number to be
contacted. Please begin your message after the beep..."
Write down your message clearly and concisely.
(January 2012)
Good afternoon. This is Nurul Liana from Flamingo Enterprise. My contact
number is 012-3456789. I would like to order a bouquet of roses for the
manager's officer together with a greeting card that display "Welcome Back".
Please send the order to Flamingo Enterprise, 1486-B, Pantai Irama, Bachok.
Thank you.

14. There are many types of graphic aids. List Four types of graphic
aids.
(January 2012)
The most common types of graphic aids are bar graphs, pictographs, line
graphs, pie graphs, organisation charts, flowcharts, line drawings, cutaway
drawings and photographs.
15. The expressions below are used to describe trends of a graph. Write
ONE sentence for each of the expressions below:
5

(a) sharp fall

(b) increased
(September 2012)
(a) "In March, the price of gold had a sharp fall."
(b) "However, it increased steadily in April."
16. Describe TWO functions of a Gantt chart.
(September 2012)
A Gantt chart is used for scheduling and tracking key events that are
necessary to complete a project. A Gantt chart shows the steps involved in a
project and their relationships over time.
17. Choosing the right words is crucial to letter writing. Why is it so?
(September 2012)
Selecting the right words will contribute to a courteous tone and offer greater
clarify. It is better to use words that are familiar to the reader, concise, precise
and get to the point quickly.
18. A 'bad news' letter communicates unwelcome news to the reader.
Identify FOUR steps to be considered when organizing information in
bad news letters.
(a) Open with a courteous opening,
(b) Explain the situation fully,
(c) State the bad news,
(d) Close with a positive paragraph.
19. Below are phrases commonly used when taking or leaving telephone
messages. Can you think of other phrases?
(a) Offering to take a message
e.g Would you like to leave a message?
Could I take a message, please?
Could I have your name and contact number, please?
(b) Leaving a message

e.g Can I leave a message for Mr X?

Could you ask X to call me back please?
Could you ask him to call me at ...?