UNIT 4 Processes, Procedures & Instructions

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Unit 4 PROCESSES, PROCEDURES & INSTRUCTIONS

GENERAL OBJECTIVE To enable students to read and understand processes and procedures, give presentations on processes and procedures, give verbal instructions and read instructions in various text forms.

SPECIFIC OBJECTIVES At the end of the unit, students will be able to: 1. follow the sequences of processes and procedures in text and charts. 2. present information on processes and procedures orally and in written form. 3. give verbal instructions on how to perform a task or service. 4. read and understand the contents and sequence instructions in various texts, such as labels, manuals, memo and letter. 5. Write concise instructions.

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Reading Comprehension

Rama and his friends are from the Entrepreneurs Club of Shah Alam Polytechnic. They are on a field trip to Sooren Sdn. Bhd., a factory manufacturing all varieties of soft drinks. The manager on duty took them on a tour around the production plant. At the end of the tour, the group was handed handouts of a diagram on the processing of the soft drinks carried out at the factory. The handout comprised quiz questions, with attractive prizes to be won. Can you help Rama and his friends answer the questions? Good luck! Have fun!

A3004/UNIT 3/ 4.1 DEFINITION

PROCESSES AND PROCEDURES

What is a process?
A process is a series of operations used to obtain a result. e.g. the production of paper. The trees are cut and processed in a factory, dyes are added and paper is produced. The type of paper is determined by the wood used at the factory to make it.

What is a procedure?
A procedure is the way in which things are done.

Points to consider when describing a process or a procedure. The various stages of the procedure must be described according to the order or the sequence of events, e.g. cleaning the rice cooker. The description must be clear, brief and precise. Try to avoid the use of technical terms. Use sentence connectors like firstly, second, next, then, in addition, moreover, furthermore, in the meantime, consequently, lastly, etc. A flow chart can also be used to show the different steps and stages in the process.

Look at the diagram on the next page. It is about the soft drink production plant. Do you understand the processes on how soft drinks are bottled?

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TASK 1 Study the diagram and answer the following questions.

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Section A Choose the best answer from the options A, B or C. 1. The diagram shows the process of the ______. a. recycling of bottles. b. production of soft drinks. c. recycling of bottles for soft drinks. 2. In ______ a. b. c. 3. the bottle cleaning machine, caustic soda is probably added to remove the dirt from the bottles. make the bottles transparent. give a shine to the bottles.

Syrup is added to the contents, after which the contents is later sent to the ______ a. bottling section b. filler machine c. cooler The filled bottles of drinks are inspected to ensure then______ a. freshness of the drinks. b. quality of the drinks. c. sweetness of the drinks. The bottles of drinks pass through the heater so as to ______ a. make the drinks sweet. b. kill the germs in the drinks. c. preserve the drinks.

4.

5.

Did you manage to answer all the questions? Good! Go on to the next section! Dont forget the attractive prizes waiting for you.

Section B

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Read these statements and mark (T) if it is true and (F) if it is false. a. b. c. d. e. f. Distilled water is used to make soft drinks. Soft drinks contain, sugar, fruit juice, flavouring and colouring. Syrup is added to make the drinks sweet. Soft drinks are only bottled in recycled bottles. The new bottles are cleaned at the furnace. The soft drinks are filled in bottles by production workers. ( ( ( ( ( ( ) ) ) ) ) )

Section C

Vocabulary Exercise
Fill in the correct form of the word by selecting the appropriate suffixes given.

-ion
1. 2. 3. 4. 5.

-ing

-able

-age

-ment

A variety of soft drinks are (avail) ________ in this factory. Before recycled bottles are used, they are sent for (inspect) ________. The (produce) ________ of soft drinks is not a time consuming process. In the (pack) ________ section, the bottles are labelled. The bottled drinks receive (treat) ________ to ensure that they are safe.

Now, have you finished your quiz? Check your answers with your friend. If they are all correct, send your quiz entries to

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Soorens Sdn. Bhd., to collect your prizes. Congratulations to all winners!!

4.2 GRAMMAR The doer of the action is not important: e.g. It is said (They say) that by the year 2000, the forest will have been destroyed. ENGLISH IS SPOKEN ON MONDAYS The Passive voice is often used in public notices with the verbto-be omitted. e.g.

In scientific writing Passives are common when we are thinking about what is done to the person or thing that we are interested in and not what about he/ she/ it does.

Common Uses of the Passive Voice

e.g. The idea was first developed in the sixties. The first experiments were carried out in California.

The passive voice is used to give instructions. A passive construction has two parts: a. some form of the verb to be e.g. are was were, has been

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b.

past participle of a verb, e.g. walked, mashed, done, rang.

In giving instructions, the passive form is used without an agent because the action is stressed, not the person who did the action:
The seaweeds are soaked in water. The seaweeds are soaked in water by the cook.

4.3 EXAMPLES

SOME FORMS OF THE PASSIVE VOICE

FORMS Present simple ACTIVE
Ahmad inspects the recycled bottles. The machine rinses the clean bottles. The workers arranged the

PASSIVE
The recycled bottles are inspected. The clean bottles are rinsed. The bottled drinks were arranged. The germs were killed. The drink is being filled. The ingredients are being mixed. The recycled bottle was inspected. The recycled bottles were being unloaded.

Past simple

bottled drinks. The heater killed the germs. The filler machine is filling

Present continuous

the drink. The sugar mixer is mixing the ingredients thoroughly. The worker was inspecting the recycled bottle.

Past Continuous

The workers were unloading the recycled bottles.

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4.4

ACTIVE VOICE

SUBJECT (DOER)

VERB (ACTIVE) indicates removes

OBJECT (ACTED UPON) the presence of dirt. the germs in the drinks.

The cleaning of recycled bottles The heater

In sentence 1 - THE DOER and THE OBJECT are reversed. ACTED UPON The presence of dirt VERB (PASSIVE) is indicated BY AGENT

by the cleaning of the bottles.

Note with the addition of BY. the doer appears in a passive sentence. In sentence 2, the doer has been omitted. ACTED UPON VERB (PASSIVE) DOER

The germs

were killed

( ? ).

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TASK 2 Change these sentences from active voice to passive voice.

1.

You must arrange payment through your bank.

2.

We can send the goods by air.

3.

You have to pack the machine carefully.

4.

You may arrange transport through our agents.

5.

You must show your driving license when you hire a car.

6.

We will deliver the goods next week.

Well! Hope you have managed to get all the answers correctly. If so, congratulations! You can move on to the next section.

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TASK 3 Work in pairs and follow these simple instructions. 1. Collect a set of pictures that describe any simple process, e.g. how to make iced lemon tea. 2. Cut out the pictures and paste them in space provided. 3. Use the passive voice to write out the procedures. 4. Give a title for the written description of the process. 5. Present your description to your friends once you have completed your task. . .. . .. .. .. .. .. . .. .. .. .. .. .. .

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DAY OF VISIT
Rama Pillai President of Entrepreneurs Club Shah Alam Polytechnic 40150 Shah Alam Selangor 14.02.200_ Mr. Sooren Drum The Manager Sooren Soft Drinks Sdn. Bhd Lot 1010, Pasir Coke 23700 Seri Muda Shah Alam Dear Sir Confirmation of Visit to Factory on 1/3/200_ With reference to our telephone conversation on 3rd February 200_, I would like to confirm the date of our visit to your factory. It will be on 30 March 200_, at 10.00 a.m. I hope our proposed date is of no inconvenience to you and everything would go on as scheduled. However, we do wish to inform that if the date is not suitable, please inform us of a tentative date as soon as possible. Two lecturers will accompany forty members of the Entrepreneurs Club. The students will be making a study tour of your factory. Thank you. Yours faithfully

Rama
(RAMA PILLAI)

A3004/UNIT 3/ 15 4.5 Making suggestions

CHANGE OF PLANS
Mr Sooren Drum, the manager of Sooren Company responds to the letter by the President of the Entrepreneurs Club of Shah Alam Polytechnic. He calls the Advisor of the Club, Puan Jaliza to inform her about the changes in the date of the visit by the students.
Below is the telephone conversation between the adviser and the manager. Read and study the ways how Mr Sooren makes suggestions. Manager Operator Puan Jaliza : Sooren : : : Hello! May I speak to Puan Jaliza, the advisor of the Entrepreneurs Club? Hold on a minute Sir, Ill put your call through. Hello, Puan Jaliza, theres a call from Mr. Sooren. All right. Put him through. Hello, Puan Jaliza, Im Mr Sooren from Sooren Sdn. Bhd. Yes, what can I do for you? : Puan, its regarding the trip organised by the president of your club. Im afraid the date, 30 March is not possible. Oh, dear! Could you suggest another date? : Well, according to my secretary, 12th of April is available. Moreover, therell be ample time to prepare a multimedia presentation. Is that fine with you, Puan Jaliza? I think the new date is suitable. However, Ill relay this information to my students and confirm the date tomorrow. All right, Puan. Ill be expecting your call. Thank you.

Puan Jaliza : Sooren Puan Jaliza : Sooren

Puan Jaliza : Sooren :

Puan Jaliza :

A3004/UNIT 3/ 16 Sooren TASK 4 Write a short telephone conversation between the President of the Enterpreneurs Club and the manager of Sooren Sdn Bhd. Inform Mr. Sooren that the proposed date is not suitable and suggest April 17 as the alternative date. Give the reason that the mid-year exams are on at that time. : Goodbye.

4.6 LANGUAGE FORMS

Polite Interruptions
How to interrupt politely Excuse me Sir / Madam, sorry for interrupting but Excuse me Sir / Madam, sorry for pre-empting. Excuse me Sir / Madam, may I interrupt you for a while. Excuse me, may I say a few words. TASK 5 The students in the Entrepreneurs Club are being taken around the the soft drinks production plant. They are so curious and have lots of questions to ask Mr Umar Dutt, the Duty Manager. Therefore, they keep interrupting Mr. Pathmas explanations. a. In pairs, write a short dialogue between you and Mr. Umar Dutt, in which you interrupt him during his explanations on the process of soft drinks production. You may begin your dialogue like this. Then present your dialogue in front of the class. Mr. Umar Dutt : Jenny : First, the recycled bottles are unloaded and sent for inspection. They are Excuse me, Mr Dutt , sorry for interrupting, but Id like to know

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TASK 6

A MINI DICTIONARY
Words in the Hairstyle Business
Refer to a dictionary to find out the meanings of these hair-related words. Write down the meanings in the spaces provided below.

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.

bald punk perm straight curly wavy greasy spiky blonde grey skinhead tinted

:__________________________________ :__________________________________ :__________________________________ :__________________________________ :__________________________________ :__________________________________ :__________________________________ :__________________________________ :__________________________________ :__________________________________ :__________________________________ :__________________________________

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TASK 7

HAIRSTYLES OF THE MILLENIUM

Do you like these hairstyles? Which one of these would you like to sport? Discuss with your friend and select a style of your liking. Give reasons for your choice.

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What can you do with your hair? You can cut, trim, shave and style your hair. But do you know how to change the image of your hair? Use a hair dye!! Yes, colouring of course. It would surely change the way you look. So lets learn how to colour your hair, using these easy step-by-step instructions. TASK 8

APPLICATION OF SARVIHAZ HAIR COLOUR

1. wear rubber gloves

2. squeeze the colour into the applicator bottle

3. screw the cap and shake the bottle

4.use a towel to cover the shoulders

5. apply the contents on the dry hair

6. comb into hair for an even result

7. leave it on for 15 - 20 minutes 4.7 Instructions

8. wash your hair thoroughly

The new you ??

INSTRUCTIONS
We often give instructions on a number of things. For example, we may give instructions on: how to play a game of tennis how to make a paper flower how to operate remote car how to prepare a bowl of Maggi mee how to make paper doves

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Most of the instructions involve a number of steps or stages which must be in sequence. A simple method of describing the steps in a process or sequence of events is as follows: FIRST FINALLY THEN NEXT ETC. -

We could also describe the arrangement as a serial ordering or a numerical ordering of the steps in the process.
First The first step is Firstly Second The second Secondly Third The third .. Thirdly

The sequence of steps in the process is indicated by linkers / connectors / discourse markers such as: after, before, when, during, while, once, by the time, meanwhile, etc. Example:
Heres how to make mashed potatoes. First clean two big potatoes and put them in a saucepan. Then add some water and cook them for ten minutes. Next add some salt and remove them from the fire. Leave the potatoes to cool for five minutes. After that remove the skins and mash them finely. Finally add some butter eat it with with your friend.

(first, then , next, finally are all sequence markers / linkers)

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TASK 9 HANDS-ON WITH ORIGAMI

What is the paper-folding technique that originated from Japan?. ORIGAMI. Have you ever tried it before? Lets do origami today. Can you rearrange these jumbled pictures on how to make a paper dove? Sequence the pictures correctly, numbering them from 1 to 12. You may refer to the instructions on the next page. 2/5 A

Z Y

7
Y B

B C Z A X

12

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THE DOVE
(completed)

Do you have a paper dove in your hand now? Good! Now, ask your friend to make a dove. Refer to the instructions below and make as many doves as you like!! You can use coloured paper. Instructions on how to make a paper dove
1. 2. 3. 4. 5. 6. Fold the bottom half of the paper over the top half. Fold the paper so that point X meets point Y, and line ZX is vertical. Unfold the paper. Turn it inside and reverse fold so that point X meets point Y. Rotate the model so that edges AB and AC are horizontal. The finished model will rest on edges AB and AC. Valley fold the paper downward to create the first wing. (Note: Point D is located at approximately 2/5 the length of the top edge.) 7. 8. 9. 10. 11. 12. Turn the model over. Repeat step 6 to create the second wing so that the edge AB is in line with the creased edge of the first wing. Turn the Inside and reverse fold to form the birds head. Fold the front corner inwards. Turn the model over. Repeat step 10.

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TASK 10

Settle Your Dues

Credit cards are used in both personal and business transactions nowadays. Customers who use these cards settle their outstanding and current bills via the automated bank depository. Payments in cash and cheques are accepted. Look at the diagrams which show the directions on how an express deposit is made. 1 2 3

Sequence these sentences on how to make a deposit transaction

1. 2. 3. 4. 5. Enclose your cheque or the amount in cash. Use only notes Get an envelope from the counter at the bank. Insert the envelope into a slot machine. Follow the arrow marked on the envelope. Do not fold the envelope. Fill in the details on the envelope, such as your name, credit card number and the amount you want to deposit. Detach the customers copy (white copy) for your record.

A3004/UNIT 4 / 25 _______________________________________________________________________ 6. 7. Remove the sticker on the flap of the envelope and close it. A receipt will appear on another slot in the machine. Keep the record of payment for your reference.

Self-Assessment
Have you understood all about letters of confirmations, cancellations and changes of arrangements? Good! Now, do this simple exercise to find out how much you know. TASK 1 Look at the label of fine green leaf tea. Read the instructions for making a good cup of tea. Then discuss the following with a partner. FINE GREEN LEAF TEA MAKING A GOOD CUP OF TEA Always use fresh water. Always warm the pot. Use one teaspoonful of tea for each person and one for the pot. Make the tea when the water is boiling fiercely. Leave the tea to brew for 4 5 minutes. Stir the tea gently before pouring. Fine leaf tea is best served with milk.

1. Do you drink tea?

2. Do you think the instructions are clear?

3. Do you make tea in a different way?

4. Explain to your partner how you make tea. First, I ..

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TASK 2 Giving, understanding and following instructions Mr. Sarigama is at the 2020 exhibition. Listen to him talking to a potential customer. Identify the product that he is promoting. Mr Saregama Woman Mr Saregama Woman Mr Saregama Good afternoon, Madam. Can I help you? Wel, Im just looking really. But this looks interesting. How does it work? Itsvery simple. First you choose the time you want to wake up. Then, you set the alarm or the radio. Yes, well Next, you switch on the coffee maker here. So when you wake up. You have a cup of fresh coffee ready for you. Of course before you switch it on, you fill the jug with water and this part with coffee. You do that the night before. Alternatively, you can make the coffee after you wake up. Just press this button, then you can sleep for another ten minutes and it tells you when the coffees ready. So, then, to switch it off, you press tis button or it switches itself off automatically after ten minutes. Its a very nicemachine. What do you think? Does it also make the breakfast?

Woman

Look at the sentences below. Write the sentences in the correct order and number them 1-5 Then, you set the alarm. First, you choose the time you want to wake up. To switch it off, you press this button Before you switch it on, you fill the jug with water Next, you switch on the coffee maker. ( ( ( ( ) ) ( ) ) )

Task: Work with your partner. a. List down as many examples of written instructions that you have seen. e.g. car manuals, recipes in a cookery book

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TASK 3 A. You are a busy business executive of a big company. You are a very busy person and your diary is full of appointments for the next week. When you received a phone call, make any excuses as you can and why you dont have enough time to see a client. You are a regular customer in the big company. You need to discuss some urgent matters to cancel the order of goods made last year. When you heard the manager give his reasons, make as many suggestions as you can and settle this problem.

B.

Manager Making excuses 1. . 2 . 3. . 4. . 5 . . TASK 4

Customer Giving suggestions 1. 2. 3. 4. 5

Write a letter to your cooperative requesting them to cancel the orders of bread from Neway Confectioneries because the bread supplied by them is always stale and does not seem fresh. You have forwarded your complaints but no action is taken.

Well done! You have now completed Unit 4 and all the other units! Congratulations!

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