Mr. Irwan is an Operation Manager at Malacca Straits Hotel (MSH) situated at Bandar Hilir, Melaka. Recently due to COVID-19 pandemic, many of the workers in the company had to be terminated as the company did not have enough money to pay for the worker's salary.  Without enough workers, it is difficult for the company to run its operation.  As a one of the important persons in the company, Mr. Irwan realized that he needed to take proactive action to help the company to survive during this hard time. 

 

To initiate his action, he decided to conduct meeting with the management team of MSH to propose his plans.  To conduct this meeting, Mr. Irwan preferred to use Skype as a medium of interaction and discussion since it has become as one of the best platforms given the current situation.  During the online discussion, Mr. Irwan enthusiastically presented his plans to the management team members.  Miss Maisara who is one of the members who joined the meeting, said "You presented such a great plan, Mr. Irwan" at the same time, she gave a big thumb up to him.  Mr. Irwan replied it with a big smile.  But during the meeting, Mr. Irwan had noticed that Mr. Alex did not focused to listen to the respective plan, as he kept looking at his phone.  Mr. Irwan felt a bit frustrated with Mr. Alex's attitude.

 

Before end of the online discussion, Mr. Irwan advised all members to be more concerned about worker's welfare as during this pandemic situation, most of them feel demotivated and insecure especially when the company had terminated many of the workers for the past few months.  Mr. Irwan said that "We should be more concerned about our workers by listening to their problems, so that, we can better understand their situation." 

 

In other situation, Amira is a new Customer Service Executive in the company.  She just started working in the company few months back.  Mr. Khairul, Customer Service Manager in MSH, described Amira as a person with great personality, always looking presentable, attractive, responsible, and very good in handling customer complaints.  However, recently, Mr. Khairul received complaints from senior workers that they felt uncomfortable with Amira's attitude towards them.  Amira always called them with inappropriate salutation such as "Aunty" and "Uncle". This made them felt offended.  Besides, she usually talks with them using harsh words and loud voice during discussion and meeting session.  This was also one of the reasons that made them feel unhappy to work with Amira.  To solve this matter, Mr. Khairul had personally called Amira and adviced her to change her attitudes. 

 

Based on the above situation:

 

a)         Identify the communication context used by Mr. Irwan to conduct the meeting with the management team. 

(2 marks)

 

b)         Cite example from the situation to support your answer in (a).

(2 marks)

 

c)         Identify the communication context used when Mr. Khairul had personally called   Amira to advice her about her attitudes.

(2 marks)

 

 

 

 

 

d)         Identify the characteristic of language involved in the following citation:

 

            "Mr. Khairul, Customer Service Manager in MSH, described Amira as a person with         great personality, always looking presentable, attractive, responsible, and very good      in handling customers' complaints."

(2 marks) 

 

e)         Identify the language to avoid when speaking involved in paragraph 3.

            (2 marks) 

 

f)          Cite an example from the situation to support your answer in (d).

(1 mark)

 

g)         Identify and explain the category of bodily movement based on the Ekman's study            found in the following citation: 

 

"Miss Maisara who is one of the members who joined the meeting, said "You presented such a great plan, Mr. Irwan" at the same time, she gave a big thumb up to him." 

(4 marks)

 

h)         Identify and explain the vocal cues found in paragraph 4. 

            (4 marks) 

 

i)          Identify and explain the type of active listening found in following citation:

 

            "Mr. Irwan said that "We should be more concerned about our workers by listening           to their problems, so that, we can better understand their situation.""

(4 marks)

                        

j)          Identify the type of noise barrier in listening in the following citation:

 

"But during the meeting, Mr. Irwan had noticed that Mr. Alex did not focused to listen to the respective plan, as he kept looking at his phone."

(2 marks)