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TELEPHONE SKILLS –(astro service)

Customer: Hello and  good morning .

Service central : yes hello, this is fayad from  astro service center. How can I help you?

Customer : I want to ask about the greatest promos from astro.

Service central: sure . Before that may I ask you a couple of questions?

Customer: yes.

Service central: can you tell me which type of programmes do you spend time on? That have malay,tamil,Chinese,and English.

Customer:  I want programmes  such as malay and English

Service central : okey next question . Which type of entertainment do you like to watch more? We have Movies,Sports,Documentaries, Kids Entertainment,Korean Entertainment,Drama and Series

Customer: I think I want all of the entertainment channels.

Service central: For a wholesome enjoyment of your favourite programmes, this is one of these recommendations are Super Pack 4,Super Pack Plus 1and Super Pack Plus 4

Customer: ouhh I see, how about the price for astro super pack

Service central : different prices per package , which package do you want to subscribe ?

Customer: I want super pack 4 package

Service central: that will be rm 146.00 sir

Customer: okay I want to order the package

Service central: can I  take your details

Customer:yes, my name is izzat aidil my phone number is 010000000 my address is kampong cempedak.

Service centralL:can I double confirm your package you order super pack 4 is that correct sir

Customer : yes thanks

Service central: I will call you as soon as possible okey bye.

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telephone skill firdaus and shahrul

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hilmi and
meydi

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Danial : hello and good afternoon , my name is danial arif , this is pizza hut ?

Mrs pizza : yes first thing , can I know your address and your name ?

Danial : sure I’m danial , I from ipoh at Bandar seri botani .

Mrs pizza  : Mr Danial , can you wait a minute , we want to connect you to nearby pizza hut at  your places .

Danial : Sure , not a problem .

.music in the between.

Danish : hello this is Danish ,  from pizza hut botani . may I take your order .

Danial : what a pizza hut most popular deal at this time ?

Danish : yes , we have many promos deal now . for example the hottest deal is awesome combo deal , big box and double box with extra cheese .

Danial : that sound quite interesting and make me feel very hungry.

Danish : so what would you like to order ?

Danial : can you explain what I can get in awesome combo deal ?

Danish : you can get a 2 regular pizzas , one set garlic bread , 1.5 litters pepsi bottle and 6 pieces of orlens drumsticks .

Danial : ok I want that combo .

Danish : is there anything else to add ?

Danial : nothing. if i want to order I will make a call.

Danish : alright , thanks you for your order and one thing please make a payment to the delivery man .

Danial : thank you for your service Danish , I give you five star for great service .

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*RING* *RING* *RING*
Nimaalan: hello dad, how are you?
Mud: hello son, im Fine and how about you?
Nimaalan: Im fine dad, thank   you.
Mud: Do you go out to eat tonight?
Nimaalan: No dad, my friends are coming my house today so I want to make some food for them, but i dont know what to cook. Can you help me please, Dad.
Mud: Okay, I try to help you and leta make it simple.
Nimaalan: I really want to make turkey for dinner and its requested by my friends too.
Mud: How you going to cook that?
Nimaalan: I havent the slightest clue how or what im going to make this turkey.
Mud: A turkey roast sound nice.
Nimaalan: I dont know how to make it.
Mud: All you need to make it is marinate that turkey with some salts, herbs and soses.
Nimaalan: That sound fairy simple,but how do i cook it?
Mud: The first and simplest thing you have to do is cut that turkey into pieces, its make that turkey cook fast and evenly.
Nimaalan: What's next
Mud: Then you should shred your turkey and pour some marinate sos over it.
Nimaalan: Whats the next thing i need to do?
Mud: Then all you need to do is cook it and enjoy with your friends
Nimaalan: Thank you dad, love you.
Mud: Bye tc, love you to.

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Usama : Joi, iam so hungry right now, lets make a reservation.

Zul : Yeah me too. How about pizza?, cause iam so craving it right now, in addition they have a promotion that what ever we want.

Usama : Yes, but first, lets survey the promotion first. Because its easy for us when we make the order

Zul: Okay i found the promo that suitable for us and our budget, which is On The Go Pizza 3. It comes with 1 large pan pizza, 1 regular pizza, 8 pieces chicken Gai-Jor rolls, 2 cream of mushroom soups and 1 pepsi bottle 1.5 L.

Usama : Hey, thats a great promo you got there. Now lets make a call hurry because iam starving to death right now

Zul : No sweat

(PHONE RINGGING#)

Customer Service : Hello, this is pizza hut, can we take your order please?. we have some great promo that you can try.

Zul : Yeah we want to order the On The Go Pizza 3 promotion that you got. Is it available?.

Customer Service : Please hold on, i want to check it first.

Zul : okay.

Customer Service : Yes It still available. If you want can i take your details for the delivery?

Zul : Okay, so i want that promo and i want my order ariive at my place at 4 p.m. My name is Muhammad Zulirfan, my phone number is 01111900059, and my address is No 350/9, Persiaran Murni 8, Taman Indah, Tambun, Ipoh, is it clear?

Customer Service : Okay sir, we will delivery your order soon. Thanks for picking us as your evening lunch.

Zul : Your welcome, Bye.

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teacher to teach business english in your company

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teacher to teach business english in your company

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A)- use cheeful tone of voice
-identify youself
-ask name
-take massage
-get the phone number

B)-Greeting
-introduce name
-offer any assintence

C)-speak loudly
-not taking a massage
_speak rudely

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a) -Answer by the second ring
-Use a cheerful tone of voice
-Identify yourself and your company
-Be prompt but not hurried
-Give the caller options
-Be prepared with a notepad and pen
-Note down date and time of call
-Ask for name
-Get correct spelling of name
-Ask for company name
-Get phone number
-Record details of the message
-Verify the message
-Thank the customer

b) -Greeting
-Identify organisation
-Introduce name
-Offer assistant

c) -Speak loudly
-Not prepare in advance
-Not listing the detail of the caller
-Not taking the messages that the caller want us to get

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c)   List down the things you should not do when taking the messages during phone call.
i.     Yes
ii.    Okey
iii.    Speak loudly
iv.   What
v.    So what
vi.   Hang on
viii.Not prepare in advance
ix.    Not listing the detail of the caller and not taking what massages that did the caller want us to get.

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Answer:

Video 1

a)      What are the details that you need to take when taking the message from the caller?

-note down date and time of call.

- verify the message

-Ask for Take the fon number.

- ask name company.

- record details of the message.

-  ask for name.

b)      What are the general rules that you have to follow when talking to the caller?

-greeting.

-introduce name.

-identity organization.

-offer assistance

C)   List down the things you should not do when taking the messages during phone call.

-speak roughly.

-not prepare in advance.

- not focus on your work.

-not give of correct information

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WAN MOHAMAD SHAHRUL IMAN BIN WAN FAIRUL AZMAN

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WAN MOHAMAD SHAHRUL IMAN BIN WAN FAIRUL AZMAN

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1) take the number,company name,record the detail caller,note down date and time of call,get correct spelling of name,verify the message and thanks the customer
2)  Greeting , introduce myself , pleasant tone of voice
3) dont use high tone , dont hang up the phone , give the best answer for the caller .

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a) What are the details that you need to take when taking the message from the caller?

1.NOTE DOWN DATE AND TIME      OF CALL
2.ASK FOR NAME
3.GET CORRECT SPELLING
NAME
4.ASK FOR COMPANY NAME
5.RECORD DETAIL OF THE         MESSAGE
6.VERIFY THE MESSAGE

b)What are the general rules that you have to follow when talking to the caller?

1.SAY GREETINGS
2.IDENTIFY YOURSELF AND YOUR COMPANY
3.ASK FOR THE REASON OF CALLING

c) List down the things you should not do when taking the messages during phone call

1.NOT ASK ANY QUESTION WHEN THE PERSON GIVE INFORMATION
2.DON'T TALK TOO NOISY
3.What
4. So what
5.Hang on

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Roshan Haikal Bin Mohd Kamarul Guru (AO4SKE18F031)

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Roshan Haikal Bin Mohd Kamarul Guru (AO4SKE18F031)

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a) details to taking a message.
-identify your self and your company
-be prompt but not hurried
-give the caller options-
-note down date and time of call
-ask for name
-get corret spelling of name
-ask of company name
-get phone number
-record details of the message
-verify the message
-thank the customer

b) general rules that you have to follow when talking to caller?
-greeting
-identify organisation
-introduce name
-offer assistance

c) you should not do when talking the message during phone call.
-yes
-okey
-speak loudly
-what
-so what
-i lang on
-not prepare in advance
-not listing the detail of the caller and not taking what messages that did the caller want us get.

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a.) Details To Taking a Message
- Answer by the second ring.
- Use a cheerful tone of voice.
- Identify yourself and your company.
- Be promt but not hurried.
- Give the caller options.
- Be prepared with a notepad and pen.
- Note down date and time of call.
- Ask for name.
- Get correct spelling of name.
- Ask for company name.
- Get phone number.
- Record details of the message.
- Verify the message.

b.)  General rules that we have to follow when talking to the caller:
- Greeting
- Introduce
-  Verify the organisation name.
- Askfor assistance.

c.) i. Yes.
ii. Okay.
iii. Speak loudly.
iv. What.
v. So, what.
vi. Hang on

vii. Not listing of the caller and not talking what messagges that did the caller want us to get.

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1. -Ask he/ her name.
-The compony name / where is the person from .
-Take note the date , time , phone number /  office number .
-Note the important thing .
-For whom the message is .
2  -Answer by the second ring .
-Start talking from the  greeting.
-Use a cheerful tone voice .
-Identify yourself and your company .
-Give the caller option .
-End the calling with full of tacky .

3  - Use a good language .
- Don't be rude while calling .
-Soft spoken .
-Don't end the call when the caller is giving a details option .
-End the call with saying goodbye .

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 Video 2. Answer the following questions based on the video below.

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 Video 2. Answer the following questions based on the video below.

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a) What went wrong based on the telephone skills that you have seen in the video? Discuss about it.

b) As the receptionist, what are the proper ways to pick up a phone call?
Describe it and give examples.

c) As a caller, when you attend to receptionist with low telephone skills, what you will do? Discuss and give examples.

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This is probably not how you should answer the phone.....

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a) We need to get details of the caller like name, time, address, email, from what department the caller was, and the massages that the caller want us to get.

b) First, you must say hello. Then you have to greeting the caller by introducing yourself, then get the massages. After that, give a positive notes and end with goodbye.

c) -You dont need to be rude when you talk to the caller.
-Dont hang up suddenly if the person that want to talk to is not around.
-Use the high tone of voice.
-Not listing the detail of the caller and not taking what massages that did the caller want us to get

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Based on the video of telephone skills, answer the following questions:

a)   What are the details that you need to take when taking the message from the caller?

i.        Note down date and time of call

ii.      Ask for the name

iii.    Get the correct spelling of name

iv.    Ask for company name

v.      Get phone number

vi.    Record detail of the message

vii.  Verify the message

b)   What are the general rules that you have to follow when talking to the caller?

i.     Greeting

ii.    Identify organisation

iii.    Introduce name

iv.   Offer assistance.

c)   List down the things you should not do when taking the messages during phone call.

i.     Yes

ii.    Okey

iii.    Speak loudly

iv.   What

v.    So what

vi.   Hang on

viii.Not prepare in advance

ix.    Not listing the detail of the caller and not taking what massages that did the caller want us to get.

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IZZ ADAM

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Based on the video of telephone skills, answer the following questions:

a) What are the
details that you need to take when taking the message from the caller?

=Note down date and time of call

=Ask for name

=Get correct spelling of  name

=Ask for company name

=Get phone number

=Record details of message

=Verify the message

b)What are the
general rules that you have to follow when talking to the caller?

I. Greeting

II.  Identify organization

III. Introduce name
IV. Offer assistance

c) List down the things you should not do when taking the messages during phone call

I. Not prepare in advance

II. Speak loudly

III. doing personal calls or things  in office time

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a) We need to get details of the caller like name, time, address, email, from what department the caller was, and the massages that the caller want us to get.

b) First, you must say hello. Then you have to greeting the caller by introducing yourself, then get the massages. After that, give a positive notes and end with goodbye.

c) -You dont need to be rude when you talk to the caller.
-Dont hang up suddenly if the person that want to talk to is not around.
-Use the high tone of voice.
-Not listing the detail of the caller and not taking what massages that did the caller want us to get

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shahrul

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 Video 2. Answer the following questions based on the video below.

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 Video 2. Answer the following questions based on the video below.

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a) What went wrong based on the telephone skills that you have seen in the video? Discuss about it.

b) As the receptionist, what are the proper ways to pick up a phone call?
Describe it and give examples.

c) As a caller, when you attend to receptionist with low telephone skills, what you will do? Discuss and give examples.

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This is probably not how you should answer the phone.....

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Based on the video of telephone skills, answer the following questions:

a) What are the details that you need to take when taking the message from the caller?

b)What are the general rules that you have to follow when talking to the caller?

c) List down the things you should not do when taking the messages during phone call.

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https://www.youtube.com/watch?v=Nq65EmDpBA0

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Iz

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MUHAMMAD ZAKWAN BIN KAMARUDIN

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NUR RUZAINI

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A04SKE18F044

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WAN MOHAMAD SHAHRUL IMAN

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MOHAMMAD DANIAL ARIF

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Izman: Excuse me. Can you tell me the way to the post office?

Mr. Mahmud: Yes, sure.Turn right  at the second turn of this street.

Izman: At the traffic lights?

Mr. Mahmud: Yes. Then go straight until you see the roundabout.

Izman: And at the roundabout?

Mr. Mahmud: Turn left at the roundabout into Hill Road.

Izman: OK ... left at the roundabout

Mr. Mahmud: Go down Hill Road. The post office's on the right.

Izman: Thank you

Mr. Mahmud: You're welcome, goodbye.

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shafiq: hello,im shafiq and you?
malen:hello im malen are there anything that i can do for you.
shafiq: do you know where the post office nearby here?
malen:yes i know where the post office nearby here
shafiq:can you show me the direction to post office?
malen:yes sure firstly,you must go to jalan makmur then turn right
shafiq:okay then
malen:after that, you must keep going until you see the hospital
shafiq:then where should i go after that
malen:you must go straight until the trafic light the  take the first corner then you will see the post office
shafiq:oh that great. thank you for helping me see you next time bye.
malen okay you welcome.

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Musalmah : Excuse me mister, can you show me the way to the bank around here, please?

Zul : Yeah sure, i can help you with that. By the way, you are driving a car so you may take only 7 minutes to get there

Musalmah : Can you show me, please?

Zul : Okay, first you have to go straight and stop at the first traffic light. Then you have to turn left.

Musalmah : Then?

Zul : Then you have to go straight until you found a roundabout. Then you have to take 3 o'clock. Then go straight until you see a bank if you look at the lef side

Musalmah : Oh thank you for your kindness, actually i need to get there quickly because my car are running out of gas and my money was missing. By the way, thanks again, i really appriciate it, bye!

Zul : Your welcome, have a safe drive. Bye.

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Ragu: Excuse me. Can you tell me the way to police station?
Zakwan: Yes, sure. Go straight on this street and turn left.
Ragu: At the traffic lights?
Zakwan: Yes. Then go straight again until you saw a roundabout.
Ragu: And at the roundabout?
Zakwan: At the roundabout you turn right into James Road.
Ragu: Ok. Right at the roundabout?
Zakwan: Go down the James Road. The police station is on your left.
Ragu: Thank you. Goodbye.
Zakwan: Welcome. Goodbye.

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Situation beetwen  two person asking for directions.
Malen: Excuse me, am sorry to trouble you, but could you tell me how I can get to the train station?

Mud : Yes no problem, it's that way. Keeping walking straight ahead then after you pass the library you have to turn left. then take your first right and it's across from the bus station. You cannot miss it!

Malen: Thank you so much! I have only been in Kuala Lumpur for 2 days, so I don't know how to get anywhere yet.

Mud : Oh, I know that feeling. Me and my wife moved here a 6 months ago, and I still don't know how to find certain places! Kuala Lumpur is so big.

Malen: So just to double check Keep walking straight ahead till I pass the library, then I have to turn left and take the first right. Then it's across the bus station. Is that correct?

Mud: Yes, that is correct.

Malen: Well thanks for helping me. I must go and catch my train, hopefully I haven't miss it!

Mud: OK, bye..

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Wan  : Hi , Assalamualaikum . excuse me  . Where is the direction to ipoh ??
Fikri   : Yes Hii Waalaikumusalam. if you want to go to ipoh , Firstly you must turn right in Jalan chemor .
Wan  : Okay and then ?
fikri   :  Secondly , you need to straight along and  you need to turn right and then you will find ipoh
Wan  : ouh ya thanks for your information
Fikri  : Its sokay , its a small matter
Wan  : Assalamualaikum
Fikri : Waalaikumusalam

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Dear all, please upload your presentation draft on instructions or directions that you have chosen. On 25th January 2019, you have to present it (role play) in the class. Thank you.

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a)start with "excuse me"
b)-go up
-go street
-go along
-turn left
-turn right
c)turning left/turning right
d)liyana go straight the roundabout street then turn left and you will see the police stat

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a.) You need  start with a pleasure sentence such as " excuse me or i'm sorry.
b.) 1st. Go past.
2nd. Go through.
3rd. Go along.
4th. Go straight on.
5th. Turn left.
c Turn left/turn right
d.) Roshan, you must go up the street. Then, you need to turn right, and your destination is opposite the Super Market

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a) start with "excuse me"
b)-go up
- go street
- go along
-turn left
-turn right
c) turning left/ turning right
d)  izzaty go straight the roundabout street then turn left and you will see the police station

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a) start with "excuse me"
b)-go up
- go street

# data[].attributes.body
a) start with "excuse me"
b)-go up
- go street

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a) start with "excuse me"
b)-go up
- go st

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a) start with "excuse me"
b)-go up
- go steet

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a) Excuse me, how do I get to...please?
b) 1.go up 2.go down 3.go straight 4.go along 5.go over
c) turn right/turn left
d) Ragu, you have to go up the street and after that, turn right. Your destination is opposite the park.

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a)

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a) Start with "exuse me ,where is the ...? "
b) -Go up the street
-Go street ahead
-Go over the bridge
-Turn left
-Cross the street
c) Turn left / Turn right
d) Firstly , You must go along street .And Then, you turn left and you will see the bank.

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a) use exuse me.
b) i go up
2. go straight
3.go along
4.go over
5. go through
c.)turn left/turn right
D)Maznah go straight the broadway street. Then turn left and you will see the bank.

# data[].attributes.body
a) Use excuse me.
b) 1.Go up.
2.Go straight.
3.Go along.
4.Go over.
5.Go through.
c) Turn left/Turn right.
d) Go straight the Broadway Street. Then turn right and you

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a.) Sorry, I'm not from arround here.
b.) - Go down Marina Drive and take the first on the left into Victoria street.
- Go along the street.
- Go past the crosssroads and you'll see a police station on your right.
- Go past the police station and you'll be there.
c.)
- Go along Church Road.
- When you get to the hotel turn right into turn right into Broadway Street and go up the street.
- Then, at the police station, turn right into Victoria Street and walk up to the crosswalk.
- Finally, cross the street you're there.
d.) Go straight on this street. Go past the library and the crossroads.
- The golf camp is on your right

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a) Firstly,start with "excuse me","can you help me".
b) 1. Go up
2. Go down
3. Go straight ahead
4.Go straight on
5.Go along
c) If you want go to shopping mall,n you must go straight and take the first on the right into Victoria street.

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a) Firstly,start with "excuse me","can you help me".
b) 1.

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a) FIR

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A. Start with “ excuse me , could you help me?” , “hello! May i ask for some help?”

B. 5 action
1. Go up
2. Go Down
3. Go straight
4. Go past
5. Go left

C. Turn right or Turn left.

D. You go along the street , then at the kfc you turn right and the bank opposite the 7 eleven

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A. Start with “ excuse me , coul” ,

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A. Start with “ excuse me ” ,

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1)start with excuse me.
2)-go up
-go down
-go straight
-go along
-go over
3)turn left/ turn right
4)Ejat go down to the street. Then, when you arrive at fire station you have to turn left. After that, you turn right at mawar street next go straight and you will see the plaza mall

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a ) start with " excuse me"
b ) -Go left
-go straight
-go along
- go over
- go past
c )  turn left / turn right
d ) Danial you have to go straight, then, turn left on Jalan Makmur and the bank is beside school.

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a) firstly,

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A) start with "excuse me" , "i'm sorry" , "can you help me to show me where is ...... " "where is the ....."                                                      B) -go ahead                                          -go straigh                                        -turn right                                          -turn left                                            -go opposite                            C) turn left / turn right D) You shoud go along the street , then stay at the right before you you turn right . Finally you can see the McDonald at your left near by "kedai mamak"

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a. the way to asking direction is "excuse me can you tell me the way to..?" b. * Go up *Go straight ahead *Go along *Go over *Turn right c.Other word we can use like "turn left" or "turn right" d. firstly, you must take the second left. After that, your place will be found opposite the railway station.

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a) Firstly, you must be polite when you asking for direction to the other people, like excuse yourself, then, asking where ever you want to go.

b) = Go down
- Go up
- Go straight
- Go along
- Go over

c) The other word that can use to direct someone is like, turning left/turning right.

d) Ali, you have to cross the stresst. Next, you have to turn right if you want to go to the park.

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a)Start with Excuse youeself,then asking where ever you want go.
b)-Go up
-Go down
-Go straight a heads
-Go along
-Go over
c)Turn left/Turn right
d)Maalan you have to go up the street.After that, turn right. Your destination is opposite the Maybank.

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A)start with excuse me and you can tell where you want to go
B)go up, go down,go straight ahead ,go along ,go over
c)turn left,and turn right
D)ali if you want go to bank firstly, you must turn right in jalan duta ,secondly ,you straight along ,finally ,you turn right at the cafe and you can bank at your right

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a. excuse me, how do i get to....
b. 1.go up 2.go down 3.go straight a heads 4.go along 5.Go over
c. Turn left / turn right
d. Neemalen you have to go up the street.  And after that turn right, you destination is opposite the TnB Building.

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Watch the video and answer the questions below:
a)How to start asking the direction?
b) List down the 5 action verbs when giving the direction. Eg: go down
c)What is the other word that you can use to direct someone to "go left/go right"?
d) Write a sentence using the transition words. Eg: Ahmad you have to go down the street. Then, on your left, you can see the bank.

Complete all of the tasks and upload it by today(19/1/2019). Enjoy!

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Dialogue About Two People Meets At Lake

Izeman :               Hi, Assalamualaikum…, How are you ?

Roshan :               Hi, Wa’laikumussalam…,  I’m fine. Thank you.

Izeman :               My name is Izeman. What is your name ?

Roshan :               My name is Roshan.

Izeman :               Roshan.., How many time have you come to this lake before ?

Roshan :               I was coming over to this lake sinced I was child.

Izeman :               Roshan…,  what activities the people are usually done here ?

Roshan :               There was more activities have been done here.

Izeman :               What type of the activities ?

Roshan :               There are water sport activities such as water skiing, fishing and canoeing. There also have the recreation ring and jogging track.

Izeman :               Owh…, Roshan, I’m sorry. I have to leave now. That’s all for my asking conversation.

Roshan :               Okay…, I gonna to make some activity with my friends.

Izeman :               Thanks for everythings. Nice to meet you. Bye !!

Roshan :               You’re welcome. Nice to meet you to. Bye !!