RESTRICTED AE301 Communicative English 2

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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)



RESTRICTED AE301 Communicative English 2


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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.


Searless, G.J. (2008). Workplace Communications: The Basics. 4
th
Edition.
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

RESTRICTED AE301 Communicative English 2


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)


Course Learning Outcome
(CLO)
Compliance to PLO
Recommended
Delivery Methods
Assessment PLO1 PLO2 PLO3 PLO4 PLO5 PLO6 PLO7 PLO8 PLO9
LD1 LD2 LD3 LD4 LD5 LD6 LD7 LD8 LD9
1. describe products and services
clearly and confidently.

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

1 3
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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)