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POLYTECHNICS MINISTRY OF HIGHER EDUCATION DEPARTMENT OF GENERAL STUDIES
COURSE : AE301 COMMUNICATIVE ENGLISH 2
INSTRUCTIONAL DURATION : 15 1 15 WEEKS
CREDIT(S) : 2
PREREQUISITE(S) : AE101 COMMUNICATIVE ENGLISH 1
SYNOPSIS
COMMUNICATIVE ENGLISH 2 emphasises the skills needed to describe products and services as well as processes and procedures. It focuses on the skills to give and respond to instructions. The course will also enable students to make and reply to enquiries and complaints in their future workplace.
COURSE LEARNING OUTCOMES (CLO)
Upon completion of this course, students should be able to:
1. describe products and services clearly and confidently. (C1,A2)
2. present an oral presentation on processes and procedures using appropriate language devices and suitable visual aids. (C3,A2)
3. listen and respond to enquiries using appropriate language.(C3,A2)
4. make and respond to different types of complaints using appropriate language.(C3,A2)
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SUMMARY (15 LECTURE : 30 PRACTICAL)
RTA
Note: RTA Recommended Time Allocation
1.0 PRODUCTS AND SERVICES ( 05:10 )
This topic equips the students with the ability to describe products and services. The students are exposed to a variety of relevant and appropriate words in describing the components/parts, functions or contents of products and services.
2.0 PROCESSES, PROCEDURES AND INSTRUCTIONS ( 05:10 )
This topic aims to provide the students with the skills to transfer information from linear to non-linear form and vice-versa. The students are also exposed to the grammatical structures used in describing processes and procedures and to present the descriptions in oral and written form.
3.0 ENQUIRIES AND COMPLAINTS ( 05:10 )
This topic aims to provide students with the skills to make and respond to enquiries and complaints as well as making adjustments in various forms using the appropriate styles and tones (via electronic mails, memoranda or formal letters). .
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SYLLABUS
1.0 PRODUCTS AND SERVICES
1.1 Describe products and services 1.1.1 Identify the features, characteristics and functions of a product or service. 1.1.2 Describe the types and functions of products or services. 1.1.3 Compare and contrast features, characteristics and functions of products or services. 1.1.4 Ask for and make clarifications on products or services.
2.0 PROCESSES, PROCEDURES AND INSTRUCTIONS
2.1 Describe Processes and Procedures 2.1.1 Give appropriate titles, subtitles and labels to processes and procedures. 2.1.2 Identify the sequence of processes and procedures presented in linear or non-linear forms. 2.1.3 Convert the description of processes and procedures into a flow chart / diagram. 2.1.4 Present information on processes and procedures orally and in written form using appropriate sequence connectors.
2.2 Give Instructions 2.2.1 Give instructions to caution or as warnings using imperatives. 2.2.2 Give instructions on how to perform a task or service. 2.2.3 Listen and respond appropriately to instructions, requests or cautions.
3.0 ENQUIRIES AND COMPLAINTS
3.1 Make oral and written enquiries (e.g. via electronic mails, memoranda or formal letters). 3.1.1 State the nature of enquiries. 3.1.2 Use appropriate style and tone to make enquiries. 3.1.3 Organise the contents of enquiries in a logical manner. 3.1.4 Write enquiries in a clear and logical manner.
3.2 Reply to enquiries 3.2.1 Identify the nature of enquiries. 3.2.2 Respond appropriately to enquiries. 3.2.3 Use appropriate style and tone to reply to enquiries. 3.2.4 Organise the contents of replies in a logical manner. 3.2.5 Write a reply to enquiries in a clear and logical manner.
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3.3 Make complaints 3.3.1 Identify the nature of the complaints. 3.3.2 Use appropriate style and tone in making complaint(s). 3.3.3 State clearly the action(s) expected to be taken. 3.3.4 Express complaints in a clear and logical manner.
3.4 Reply to complaints 3.4.1 Identify the reasons for the complaints. 3.4.2 Use appropriate style and tone in replies to complaints. 3.4.3 Make appropriate clarifications, adjustments and conciliations. 3.4.4 Reply to complaints in a clear and logical manner. .
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ASSESSMENT
TYPES OF ASSESSMENT
The course is assessed through coursework.
ASSESSMENT SPECIFICATION TABLE
CONTEXT CLO ASSESSMENT METHODS FOR COURSEWORK (CA) C L O
1
C L O
2
C L O
3
C L O
4
Listening Test Role play Presentation *(1) 20% *(1) 20% *(2) 60% Describe products and services
Describe Processes and Procedures
Make enquiries
Reply to enquiries
Make complaints
Reply to complaints
Remark: CLO1 : Describe products and services clearly and confidently. CLO2 : Present an oral presentation on processes and procedures using appropriate language devices and suitable visual aids. CLO3 : Listen and respond to enquiries using appropriate language. CLO4 : Make and respond to different types of complaints using appropriate language.
*() refers to the quantity of assessment
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REFERENCES
Abdullah, N.A, Mohd Nor, N.Z., Thee, C.S. , Foo, K.(2008) Communication Skills For The Workplace. Selangor: August Publishing Sdn Bhd.
Friedenberg,J.,Lomperis,A., William Martin.,& Westerfield,K., (2003), EffectivePractises in Workplace Language Training: Guidelines for Providers of Workplace English Language Training, Copywright Tesol Inc.
Gurak, L.J and Lannon,J.M.(2009). Strategies For Technical Communication In The Workplace. Longman.
Seiler, W. J. and Beall, M. L. (2005) Communication, Making Connections. Pearson Education Inc.
Taylor, S. (2004) Model Business Letters, E-mails & Other Business Documents: Sixth Edition.. Edinburgh: Pearson Longman
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REMARK : LD1 Knowledge LD 2 Practical Skills LD 3 Communication Skills LD 4 Critical Thinking and Problem Solving Skills LD 5 Social Skills, and Responsibilities LD 6 Continuous Learning and Information Management Skills LD 7 Management and Entrepreneurial Skills LD 8 Professionalism, Ethics and Moral LD 9 Leadership and Teamwork Skills
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MATRIX OF COURSE LEARNING OUTCOMES (CLO) VS PROGRAMME LEARNING OUTCOMES (PLO)
Interactive Lecture, Discussion , Language Games And Presentation Oral Presentation C1,A2
2. present an oral presentation on processes and procedures using appropriate language devices and suitable visual aids.
Interactive Lecture, Discussion And Presentation Oral Presentation
C3,A2
3. listen and respond to enquiries using appropriate language. Interactive Lecture, Discussion And Presentation Listening Test
C3,A2
4. make and respond to different types of complaints using appropriate language. Interactive Lecture, Discussion , Group Work, Role Play Role play C3,A2
Total
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DISTRIBUTION OF STUDENT LEARNING TIME ACCORDING TO COURSE LEARNING - TEACHING ACTIVITY
No. SLT FACE TO FACE 1.0 1.1 Lecture [ 1 hour(s) x 15 week(s) ] 15 1.2 Practical [ 2 hour(s) x 15 week(s) ] 30 1.3 Tutorial [ 0 hour(s) x 15 week(s) ] 0 2.0 2.1 Lecture-hour-assessment No. Hours (Total) - Listening Test [ 1 ] 0.5 2 2.2 Practical-hour-assessment - Oral Presentation [ 2 ] 0.5 - Role-play [ 1 ] 0.5 NON-FACE TO FACE 3.0 - Case Study [ 0 ] 1.5 0 4.0 Preparation and Review 4.1 Lecture [ 0.9 hour(s) x 15 week(s) ] 13 - [ ] - [ ] 4.2 Practical [ 1 hour(s) x 15 week(s) ] 15 - [ ] - [ ] - [ ] 4.3 Tutorial [ 0 hour(s) x 15 week(s) ] 0 - Preparation for tutorial [ ] 4.4 Assessment No. Hours - Preparation for test. [ 1 ] 2 0.5 5 - Preparation for role play. [ 1 ] 1 0.75 - Preparation for oral presentation [ 2 ] 1 Total 80 Credit = SLT/40 2 Remark: 1. Suggested time for Quiz : 10 - 15 minutes Test (Theory) : 20 - 30 minutes Test (Practical) : 45 - 60 minutes 2. 40 Notional hours is equivalent to 1 credit Continuous Assessment (CA) Review after theory class eg: additional references, discussion group,discussion Preparation before practical class/field work/survey eg: review notes, checklist/labsheets Post practical activity eg: lab report, additional references and discussion session Preparation before studio work presentation/critique. Preparation before theory class eg: download lesson notes. Learning and Teaching Activity Delivery Method Continuous Assessment (CA)