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Handling Complaints

C omplaining is expressing the feeling of annoyance or dissatisfaction about something, which can be a pain and a symptom of illness, or a ...

February 11, 2021

Handling Complaints

Handling Complaints
omplaining is expressing the feeling of annoyance or dissatisfaction about something, which can be a pain and a symptom of illness, or a situation that is unsatisfactory or unacceptable. Whether you are at work or at home, you often find a customer, a colleague, a friend, or a family member complaining and expressing their dissatisfaction when their needs, wishes, or expectations are not met.

For those whose job requires meeting with lots of customers, handling written or verbal complaints have become a common daily routine. Complaints should be regarded as an opportunity to improve and make a long-lasting customer. Therefore, complaints must be dealt with in a professional manner, quickly, politely and efficiently.


In order to be able to handle complaints appropriately, we should know how complaints are usually given or expressed. In this post, we will be focusing on verbal complaints, namely those that are expressed in verbal or spoken language instead of written. Here are some of the most common expressions of complaint:

  • I’d like to complain about ....
  • Well, this is (absolutely) the worst .... I’ve ever found.
  • What can you do about it / them?
  • Something must be done about .... It's very disappointing.
  • I’m sorry to say this, but ....
  • Would you mind not ...?
  • I’m not at all satisfied with your ....
  • I wish you wouldn’t ....
  • I’m disappointed with ....
Read more about expressing dissatisfaction HERE
Handling a Complaint

In the workplace, complaints become a very important issue that need to be identified and addressed in a timely manner in order to keep both the organisation and customer happy. In short, we must be sensitive to the customer, their needs, the nature of the complaint and the mood the customer is in.

To be brief, there are three basic steps in handling complaints appropriately.

  1. Apologize politely.
    • I’m sorry, sir/madam.
    • We should apologize for ....
  2. Attempt to solve the problem.
    • I will look into it immediately.
    • I will call the repairman.
    • Let me check it again, Sir / Madam.
    • Would you like to choose another color?
    • Wait a moment, please. We’re going to make it up.
    • We will try to fix it.
  3. If you can't handle it on your own, alert your supervisor or manager.
    • Just one minute, please. I will alert my supervisor.
    • Would you wait a minute? I have to talk to my manager about it.
Practice with dialogues
In the following dialogues, mark the sentences indicating a complaint, an apology and an attempt to solve the problem.
Dialogue 1:
Ari would like to complain about the price of a book that she has bought. It is said that it is 15% off, but she had to pay the normal price.
Ari:I would like to complain about the book I bought yesterday. It is said that I can get 15% off, but I paid the normal price.
Shop assistant:We do apologize. Please wait a moment. We’re going to make it up.
Dialogue 2:
Reni complains to the librarian when she finds that many books have not been neatly put on the bookshelves.
Reni:I'm sorry to say this, but I can't find the book that I want because most of them are not
Librarian:We are sorry. We haven’t got enough time to tidy them up. There have been a lot of visitors this morning.
Dialogue 3:
Two workers are talking about their advertisement that seems to be missing from a daily paper.
Andy:Did you see our advertisement in Tuesday’s paper?
Ben:No, I looked for it, but didn’t see it. I also looked in Wednesday’s issue.
Andy:Well, that’s discouraging. It doesn’t seem to have been put in. I’ll call the Daily News and see what the problem is. Our weekend sale won’t get much attention if nobody knows that it’s happening.
Ben:I wouldn’t worry too much about that. We have placed posters throughout the mall and the sale’s been broadcast on the radio. Besides, lots of people come to the mall on the weekend anyway.
Dialogue 4:
Ayu complains to her father for always breaking his promise to take her to the bookstore.
Ayu:Dad, when will you take me to the bookstore? You promised that last week, didn't you?
Father:I'm really sorry, dear. I haven’t got much time. What about going there with your mom?
You can learn more about how to express satisfaction and dissatisfaction in English HERE.
Good luck in your English studies.

February 04, 2021

Giving Advice - Video Material And Exercise

e have learnt about how to ask for and give advice and suggestions on Asking For, Giving, and Responding to Advice and Suggestions. Now, let's practice more about asking for and giving advice through a dialogue in a video material. After watching the video, test your understanding by answering the questions in the exercise below.


I. Answer the following questions by choosing the correct answer; A, B, C, or D.
  1. Where does the conversation most probably take place?
    1. In a classroom
    2. In an office
    3. In a car showroom
    4. In a shopping mall
  2. What relationship do the speakers most likely have?
    1. A teacher and a student
    2. Families
    3. An assistant and a customer
    4. Co-workers
  3. What is the topic of the dialogue?
    1. Advice on buying a new car
    2. Advice on selling Minydy's car
    3. Suggestions on how to buy a new car
    4. Tips on selling and buying a car
  4. What is Mindy planning to do?
    1. Rent a new car
    2. Buy a new car
    3. Repair her car
    4. Sell her car
  5. What happens with Mindy's car?
    1. She just feels bored with her car.
    2. It is not economical and too large.
    3. It often breaks down due to its age.
    4. It has become totally unrepairable.
  6. Which term best describes the car that Windy needs in terms of price?
    1. Expensive
    2. Fashionable
    3. Classical
    4. Inexpensive
  7. How often does Windy drive?
    1. Every day
    2. Only on the weekends
    3. Seldom
    4. Three times a week
  8. What kind of car does Toni suggest Mindy buy?
    1. A sophisticated one
    2. A cheap large new car
    3. An imported small car
    4. A small compact one
  9. What will Mindy probably do after the conversation?
    1. Sell her old car immediately
    2. Check the new model
    3. Reject Toni's advice
    4. Repair her broken car
  10. Why does Toni ask Mindy a few questions before giving advice?
    1. He actually feels as confused as Mindy.
    2. He does not even think Mindy needs a new car.
    3. He needs much time to think of the best solution.
    4. He wants to know what car suits Mindy's needs.
II. Based on the dialogue, state whether the following sentences are TRUE or FALSE.
  1. Toni and Mindi were having a business meeting in their office.
  2. Toni said, "Do you mind if I ask you for some advice?"
  3. Mindy needs advice because she isn't sure about which car to buy.
  4. Mindy's car often breaks down because it's too old.
  5. Toni was busy so he refused to give Mindy advice.
  6. Mindy's car breaks down due to a traffic accident.
  7. Mindy drives her car every day.
  8. Mindy usually goes to the gym three times in a week.
  9. Toni usually goes shopping with Mindy on the weekend.
  10. Toni thinks that a small compact car will be the right choice for Mindy.
Video source:
Small Talk | Making Small Talk | Everyday English, YouTube, uploaded by Learn English by Pocket Passport, Dec 21, 2019,

January 30, 2021

Making Small Talk - Video Material And Exercise

et's imagine you have just arrived at your office and are ready to start your shift. You meet your colleague of the previous shift whom you are going to replace. What would you say to be polite? Let's imagine again you are sitting in a waiting room, next to a stranger. How would you start conversation in order to break the uncomfortable and awkward silence?

Yes, you need small talk.

What is small talk?

To be short, small talk refers to "basa-basi" in Bahasa Indonesia. It is a social conversation about unimportant and uncontroversial matters, which helps manage interpersonal distance and define the relationships between friends, colleagues, and new acquaintances.

We make small talk when we want to avoid uncomfortable silence and talk to someone we have never met before, or a colleague in order to appear polite and friendly and create a positive interaction. Small talk serves many social functions, such as conversation opener, conversation closing, and silence filler.

Small talk topics should be universal, positive, and situational to enable the conversation to flow naturally. Common small talk topics may range from the weather, sports, entertainment, introduction, occupation, and common interests.

To help you with clearer and more practical understanding of small talk, watch the video below and do the following exercise.

Answer the following questions by choosing the correct answer; A, B, C, or D.
  1. How did the man start the conversation?
    1. By asking the woman's name and nationality
    2. By asking the woman's favorite weather
    3. By creating small talk about the weather
    4. By telling the woman about his hard day
  2. What did the woman think about the weather?
    1. It was a sign that summer had started.
    2. The weather had been oficially forecast.
    3. The officials said that summer was hot.
    4. It didn't look like summer had started.
  3. What did the man say he wanted to buy?
    1. Sun glasses
    2. Sun roof
    3. Some blocks
    4. Sun block
  4. The man said, "My name is John, by the way."
    From the dialogue, we may conclude that the phrase "by the way" can be used to ....
    1. clarify that an information may have been wrongly perceived
    2. introduce a topic not directly connected with the previous subject
    3. confirm a very important information in an informal conversation
    4. ask about a very casual topic in a formal or non-formal conversation
  5. How did they greet each other in their introduction?
    1. Nice to miss you.
    2. Nights to meet you.
    3. Nice to me, too.
    4. Nice to meet you.
  6. What do we know about the woman's origin?
    1. She lives around the area.
    2. They both live in Hokkaido.
    3. She will move to Hokkaido.
    4. She is from an Asian country.
  7. What did she say about the weather in Hokkaido?
    1. It's warmer in Hokkaido.
    2. It's much colder in Hokkaido.
    3. Hokkaido is not as cold as that.
    4. Hokkaido is colder than before.
  8. What did the man say about the weather in his hometown?
    1. It has a little rain.
    2. It's very windy.
    3. It's hotter when it rains.
    4. It often rains.
  9. The man said, "I'm not used to these summer temperatures."
    What did he imply?
    1. He usually lived in a much colder place.
    2. He cannot do many activities in summer.
    3. The temperature in summer is usual.
    4. He likes summer temperatures more.
  10. What does the woman like to do in summer?
    1. She likes running into the sea.
    2. She likes to take her dog for jogging.
    3. She likes to spend time at the beach.
    4. She usually allows her dog to go out.
  11. What does the man usually do in his hometown during summer?
    1. If it's sunny, he meets up with his friends in a bar.
    2. He spends time sunbathing in a parking lot.
    3. He travels around London to see nice parks.
    4. He often has picnic in the park on sunny days.
  12. Has the woman been to London before?
    1. Yes, she has.
    2. Yes, to visit museums.
    3. No, never.
    4. No, she doesn't want to.
  13. What did the woman want to visit in London?
    1. The beach
    2. The park
    3. The museums
    4. The football game
  14. According to the man, what do the people in his hometown mostly do at the weekend?
    1. They play football with their team.
    2. They play football video games.
    3. They go to their favorite teams.
    4. They watch football games.
  15. Why did the woman relate to "baseball" in the conversation?
    1. To tell which Japanese baseball teams are popular
    2. To describe her favorite sports when she is in Japan
    3. To imply that both games are super popular in Japan
    4. To give information about equally popular sports
  16. In chronological order, the topic of the conversation can be defined as ....
    1. the weather, place of origin, sports, summer activities
    2. the weather, place of origin, summer activities, sports
    3. the weather, place of origin, names, favorite sports
    4. the season, names, activities, personal sports
  17. Based on the dialogue, which of the following statements is FALSE?
    1. The speakers have never met before.
    2. The speakers are probably tourists.
    3. They come from different countries.
    4. They both have the same preference.
  18. What do you think the speakers are most probably doing?
    1. They are making a business trip.
    2. They are meeting new colleagues
    3. They are studying about the weather.
    4. They are enjoying their vacation.
  19. Which of the following topics is best to continue the conversation?
    1. The beaches in London
    2. Favorite sports
    3. Religions
    4. Political view
  20. Which of the following is NOT true about "small talk"?
    1. It is a polite way to start a conversation.
    2. It is mostly about uncontroversial matters.
    3. The topic is often popular and unimportant.
    4. It is effective in political and job interviews.
Video source:
Small Talk | Making Small Talk | Everyday English, YouTube, uploaded by Learn English by Pocket Passport, Jul 6, 2020,
For more resources on small talk, you can refer to the following pages:

November 27, 2020

How to Express Satisfaction and Dissatisfaction

e feel satisfied when our wishes, expectations, or needs are fulfilled, or when we have paid our debts or fulfilled an obligation or claim. To the contrary, we will feel dissatisfied when we have a sense of dislike for, or unhappiness in, things that fall short of our wishes or expectations.

Here are the most common expressions of satisfaction and dissatisfaction in English.

Expressing Satisfaction
To express satisfaction, we can use the following expressions. Satisfaction can also be expressed with compliments.
Expressing Satisfaction and Dissatisfaction
  • I’m very satisfied with ....
  • I’m very pleased with ....
  • It’s very satisfying.
  • This is incredible / remarkable / fantastic / fabulous / unbelievable / amazing.
  • Well done.
  • You’ve done a great job.
  • You did it.
  • That was a good one.
  • You’ve made a great effort.
  • I really appreciate that.
Read more about how to give and respond to compliments HERE
Expressing Dissatisfaction
To express dissatisfaction, we can use below expressions. Dissatisfaction can also be shown through complaints.
  • I’m disappointed with ....
  • It’s very disappointing.
  • What a terrible ...!
  • How awful!
  • It’s terrible / annoying.
  • You should have done / known better.
  • I want to complain about ....
  • I have a complaint to make.
  • (I’m afraid) ... it just isn’t good enough.
  • Something must be done about ....
Read more about how to handle complaints HERE
Example Dialogue 1
Shamira is grumbling to Kath.
SHAMIRA:Every time we come here we have to wait!
KATH:Never mind – it won’t be long now.
SHAMIRA:We’ve been here the whole morning, practically.
KATH:[looks at her watch] Well, ... we’ve only been here twenty minutes, actually.
SHAMIRA:It’s really annoying, and I’m fed up!
KATH:It’s no use being annoyed, Shamira. Either we can wait here and be patient, or we can come back later.
SHAMIRA:Why does everyone else decide to come here just when I want to?
KATH:Calm down. All the assistants are busy, but ....
SHAMIRA:You mean ‘both the assistants’! There are only two of them! They should employ more assistants so people don’t have to wait.
KATH:Look, we’re in town all day today – let’s come back when they’re not so rushed off their feet.
SHAMIRA:I’m not budging!
(Taken from Colloquial English)
Example Dialogue 2
The manager is talking to one of his employees about her job review.
MANAGER:In summary, your review is mostly favorable. I really appreciate that.
EMPLOYEE:Thank you, Sir.
MANAGER:You met four of your six incentive goals, which means your bonus will total four million and five hundred thousand rupiahs.
EMPLOYEE:Could you tell me which areas I should improve?
MANAGER:Well, you got high marks for promptness and dedication, but you need to improve your business etiquette and time management.
EMPLOYEE:Will my performance review be used in deciding on a salary increase?
MANAGER:Of course. Your review will go into your file, which is part of your permanent employment record. Do you have any other questions?
EMPLOYEE:I guess all's clear. Thank you very much, Sir.
MANAGER:You're most welcome. Keep up the good work.
I. Answer these questions by referring to Dialogue 1.
  1. Where did the dialogue most probably happen?
  2. What were the speakers mostly talking about?
  3. What do you think about Shamira's feeling?
  4. Rewrite Shamira's sentence expressing her feeling.
  5. In your opinion, what made her feel that way?
  6. What do you think about Kath's attitude?
  7. What did Kath suggest?
  8. What would they most probably do after the conversation?

II. Answer these questions by referring to Dialogue 2.
  1. Where did the dialogue take place?
  2. What were the speakers talking about?
  3. What did the manager most likely feel?
  4. Rewrite the manager's sentence which expresses his/her feeling.
  5. What can we learn about the performance review in relation with employees' salary increase?
Now you have learnt how to express satisfaction and dissatisfaction in English. Also check out the useful links below and read how to handle complaints and how to give and receive compliments.

Good luck with your English studies.

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November 01, 2020

Perbedaan Agree on, Agree about, Agree with, Dan Agree to

Penggunaan Agree with, Agree on, Agree about, Dan Agree to
asih berkaitan dengan materi "Asking And Giving Opinions", kali ini kita akan membahas makna sebuah kata dalam bahasa Inggris yang sering digunakan untuk merespon atau memberi tanggapan terhadap suatu pendapat, yaitu "agree". "Agree" adalah kata kerja (verb) yang makna umumnya adalah "setuju", "sepakat", dan kadang meluas menjadi "cocok".

Akan tetapi, tahukah kalian bahwa kata "agree" bisa memiliki beragam makna, tergantung pada kata yang mengikutinya? Perbedaan makna tersebut bisa dilihat dari obyek atau jenis kata yang mengikutinya.

Selengkapnya, mari kita pelajari makna kata "agree" beserta contoh kalimat penggunaannya di bawah ini. Parhatikan bagian kalimat yang bergaris bawah.

  1. Agree on / about
    "Agree on / about" berarti sependapat atau memiliki pendapat yang sama tentang sesuatu.
    • All members of the committee agreed on/about the plan to merge the two sections.
    • They agree on the issue that the company should pay more attention to the ecosystem.
    • She agreed on some points of the debate.
    • The committee agreed on the results of the discussion.
    • They finally agreed about the establishment of a new regulation.
  2. Agree with
    "Agree with" berarti memiliki pendapat yang sama dengan orang lain, setuju terhadap sesuatu, atau suatu fakta sesuai dengan fakta lainnya.
    • She didn't agree with my opinion.
    • I agree with you that human rights must be respected by anyone.
    • The field evaluation showed that their statements didn't agree with the facts.
    • Basically, people agree with the approach that the government adopted.
    • We found out that the survey result agreed with the goverment's data.
  3. Agree to
    "Agree to" berarti menerima atau menyetujui suatu permintaan / persyaratan (demand, requirement, recommendation) atau memiliki komitmen untuk melakukan suatu tindakan (to do an action).
    • The bank agreed to provide funding for small and medium enterprises.
    • The committee agreed to implement a new approach to address the environmental issues.
    • The principal agreed to the recommendation given by the school committee.
    • She agreed to the auditor's demands.
Lengkapilah kalimat-kalimat di bawah ini dengan "on", "about", "with", atau "to".
  1. They agreed ... his demands.
  2. She agreed ... see me after school.
  3. Some members didn't agree ... the manager's decision.
  4. The organisation has agreed ... the recommendations given by the local government.
  5. Parents mostly agree ... the school's plan to adopt the new system.
  6. In English, the subject of a sentence must agree ... the verbs.
  7. I'm sorry, spicy hot food never agrees ... my stomach.
  8. After the meeting, the board of directors agreed ... implement new marketing strategies.
  9. After the meeting, the board of directors agreed ... the implementation of new marketing strategies.
  10. We couldn't agree ... some points of the new regulation.

October 26, 2020

Present Perfect Tense: Bentuk, Penggunaan, & Latihan Soal

3.6Menganalisis fungsi sosial, struktur teks, dan unsur kebahasaan teks interaksi transaksional lisan dan tulis yang melibatkan tindakan memberi dan meminta informasi terkait keadaan / tindakan / kegiatan / kejadian yang dilakukan/terjadi di waktu lampau yang merujuk waktu terjadinya dan kesudahannya, sesuai dengan konteks penggunaannya. (Perhatikan unsur kebahasaan simple past tense vs present perfect tense)
4.6Menyusun teks interaksi transaksional, lisan dan tulis, pendek dan sederhana, yang melibatkan tindakan unsur dan meminta informasi terkait keadaan/tindakan/kegiatan/kejadian yang dilakukan/terjadi di waktu lampau yang merujuk waktu terjadinya dan kesudahannya, dengan memperhatikan fungsi sosial, struktur teks, dan unsur kebahasaan yang benar dan sesuai konteks.

Present Perfect Tense
resent Perfect tense adalah bentuk waktu dalam bahasa Inggris yang penting untuk dipelajari karena sangat sering digunakan, baik dalam percakapan maupun dalam bahasa tertulis. Agar dapat menggunakan Present Perfect tense secara baik dan benar, konsepnya harus dipahami, diterima, lalu diterapkan secara utuh, tanpa memaksakan konsep bahasa kita ke dalamnya. Karena konsepnya yang asing itulah yang membuat Present Perfect tense sangat menarik untuk dipelajari.
I. Struktur Present Perfect tense

Struktur Present Perfect tense tergolong sederhana dan sangat mudah dipahami. Berikut ini beberapa contoh kalimat Present Perfect tense dalam bentuk positif/afirmatif, pertanyaan, dan negatif. Perhatikan baik-baik susunan kata-kata yang dicetak tebal.

A. Kalimat dengan subyek I, we, you, they, dan kata benda jamak (students, parents, Andi and Tika, dll).
  • (+): I have learned English for many years.
  • (?): Have I learned English for many years?
  • (-): I have not learned English for many years.
  • We have had breakfast.
  • Have we had breakfast?
  • We have not had breakfast.
  • The students have submitted their assignment.
  • Have the students submitted their assignment?
  • The students have not submitted their assignment.
B. Kalimat dengan subyek He, She, It, dan kata benda tunggal (book, student, Andi, Tika, dll).
  • (+): He has learned English for many years.
  • (?): Has he learned English for many years?
  • (-): He has not learned English for many years.
  • She has had breakfast.
  • Has she had breakfast?
  • She has not had breakfast.
  • The student has submitted his assignment.
  • Has the student submitted his assignment?
  • The student has not submitted his assignment.
Yang harus diingat tentang struktur Present Perfect Tense.
  • Subyek I, we, you, they, dan kata benda jamak (students, parents, Andi and Tika, dll) menggunakan auxiliary "HAVE" diikuti Verb 3 (Past Participle). Struktur lengkap kata kerjanya adalah HAVE + VERB 3.
  • Subyek He, She, It, dan kata benda tunggal (book, student, Andi, Tika, dll) menggunakan auxiliary "HAS" diikuti Verb 3 (Past Participle). Struktur lengkap kata kerjanya adalah HAS + VERB 3.
  • Tidak ada perubahan bentuk kata kerja dalam kalimat tanya maupun negatif, tetap HAVE + VERB 3 atau HAS + VERB 3, hanya susunan saja yang berubah.
  • Penulisan "have" dan "has" dalam Present Perfect tense bisa disingkat. Lihat contoh kalimat di bawah ini:
    • I've never been to Gili island.
    • You've done right.
    • He's left already.
    • She's sent the email.
    • It's been there for years.
    • John's gone home already.
    • The car's broken down.
    • We've applied a new system.
    • They've finished their work.
    Jadi, jika menemukan penyingkatan 's, seperti pada he's, she's, it's, jangan gegabah menyimpulkan bahwa itu adalah singkatan dari "is". Bisa jadi itu adalah penyingkatan dari "has" jika bentuknya adalah Present Perfect tense.
II. Penggunaan Present Perfect tense
Tense ini disebut Present Perfect tense karena penggunaannya menyiratkan adanya hubungan antara masa sekarang (present) dengan masa lampau (past). Penggunaan Present Perfect tense yang penting untuk diketahui adalah:
  • Present Perfect tense mengungkapkan hal atau kejadian yang pernah dialami di masa lampau, tanpa membicarakan atau menitik-beratkan pada waktu kejadian, bahkan seringkali waktu kejadian tidak diketahui secara pasti.
    • I have seen monkeys in that forest.
    • She has been to many beautiful places.
    • They have lived here before.
    Jika kita menyebutkan waktu kejadian dalam contoh kalimat di atas, Simple Past tense harus digunakan.
  • Present perfect tense digunakan untuk memberikan informasi terbaru tentang perkembangan atau kegiatan yang baru saja terjadi atau mengalami perubahan.
    • He has recovered from his illness. (Last week, he was still sick.)
    • They have bought a house. (Last year, they didn't have a house)
    • My English has improved a lot. I couldn't speak English well, but now I can.
  • Dengan menggunakan for (selama) dan since (sejak), Present perfect tense membicarakan kejadian atau kegiatan yang berawal di waktu lampau dan masih berlanjut sampai sekarang.
    • For dalam bahasa Indonesia berarti "selama" jangka waktu tertentu, misal for 2 hours, for a week, for a month, for a year, for ten years, dll.
    • Since dalam bahasa Indonesia berarti "sejak" saat tertentu di waktu lampau, misal since 6.00 a.m., since yesterday, since July, since 2019, since the beginning of the year, dll.
    Contoh kalimat Present Perfect tense dengan "for" dan "since":
    • I have lived here for two years.
    • She has been sick for 2 days.
    • They have lived here since 2019.
    • The regulation has been effective since January.
  • "Just" seringkali digunakan dalam Present Perfect tense positif / afirmatif, dengan makna "a short time ago (baru saja)". Contoh:
    • She has just left. (Dia baru saja berangkat.)
    • I've just had dinner. (Saya baru saja makan malam)
    • The package has just arrived. (Paket itu baru saja tiba).
  • "Already" seringkali digunakan dalam Present Perfect tense positif / afirmatif dan pertanyaan (question) dengan makna "sudah". Contoh:
    • She has already left. (Dia sudah berangkat.)
    • Has he already known about the news? (Sudahkah dia tahu tentang berita itu?)
    • The package has already arrived. (Paket itu sudah tiba).
  • "Yet" seringkali digunakan dalam Present Perfect tense pertanyaan atau negatif dan diletakkan di akhir kalimat, yang bermakna "until now (belum)". Contoh:
    • She hasn't left yet. (Dia belum berangkat.)
    • I haven't had dinner yet. (Saya belum makan malam)
    • Has the package arrived yet? (Apakah paket itu belum tiba?).
  • Present Perfect tense sering digunakan bersama "Ever" dalam kalimat tanya (question) dengan makna "pernahkah", dan "Never" dengan makna "tidak pernah / belum pernah". Contoh:
    • Have you ever been here before? (Pernahkah kamu ke sini sebelum ini?)
    • Have you ever eaten mangosteens? (Pernahkah kamu makan manggis?)
    • He has never travelled by air. (Dia belum pernah bepergian naik pesawat?).
Itulah beberapa penggunaan Present Perfect tense yang penting untuk diketahui. Yang harus diingat, jangan memaksakan konsep bahasa kita saat menterjemahkan atau menggunakan Present Perfect tense. Pahami bentuk dan penggunaannya, lalu terapkan konsepnya secara utuh.

Sebagai tambahan, bentuk Present Perfect tense seringkali dikontraskan dengan Simple Past tense.

Lebih jauh tentang perbedaan Present Perfect tense dengan Simple Past tense di sini.
Selamat berlatih dan semoga sukses.
I. Buatlah kalimat Present Perfect tense bentuk positif, pertanyaan, dan negatif menggunakan subyek dan kata kerja berikut ini.
Contoh:We - finish our assignment.
+: We have finished the asignment.
?: Have we finished the assignment?
-: We haven't finished the assignment.
  1. He - clean his room.
  2. They - do the assignment.
  3. Ani - talk to the Principal.
  4. I - send you an email.
  5. His parents - work abroad before.
II. Lengkapi kalimat-kalimat berikut dengan bentuk Present Perfect tense dari kata kerja yang di dalam kurung. Sesuaikan apakah kalimat tersebut membutuhkan bentuk positif, pertanyaan, atau negatif.
  1. Ovy: "Do the students know about the test?"
    Dina: "Yes, I ...(tell)... them."
  2. Pras: "May I borrow the newspaper?"
    Yoko: "Wait a minute. I ...(finish)... reading it."
  3. "I need to talk to Rama. ... you ...(see)... him?"
  4. Student: "Where's Ms. Yuni, Sir?"
    Teacher: "I think she ...(leave)...."
  5. Gani: "Where are my keys?"
    Kiki: "I don't know. I ...(see)... them."
  6. Tia: "This office is very dusty."
    Umi: "Well, it ...(be)... closed since the pandemic started."
  7. Dea: "Make sure you send the email as soon as possible."
    Lala: "Don't worry. I ...(do)... it already."
  8. Benny: "I can't find the shop. It used to be here."
    Rio: "I think they ...(move)...."
  9. Eka: "What's your plan for the holiday?"
    Ima: "I don't know. I ...(think)... about it yet."
  10. I want to visit her but I ...(have)... much time to go out of town.
III. Buatlah kalimat tanya dengan diawali "Have you ever ...?" dengan menggunakan kata di dalam kurung, lalu jawablah dengan "Yes, once / twice / three times / many times / a few times" atau "No, never" sesuai dengan pengalaman kalian sendiri.
  • (Lombok) = "Have you ever been to Lombok?" ~ "Yes, once."
  • (eat / mangoes) = "Have you ever eaten durians?" ~ "No, never."
    1. (Bromo) = ....
    2. (play / Congklak) = ....
    3. (Komodo Island) = ....
    4. (live / abroad) = ....
    5. (eat / Padang food) = ....
    6. (cook / Rawon) = ....
    7. (see / Kasada ceremony) = ....
    8. (ride / a horse) = ....
    9. (see / Karapan Sapi) = ....
    10. (travel / by air) = ....
    IV. Lengkapi kalimat-kalimat di bawah ini dengan "for" atau "since".
    1. My brother has lived in Jakarta ... more than ten years.
    2. She has moved to a new department ... last month.
    3. I've known her ... we both were kids.
    4. Indonesia has been an independent country ... 1945.
    5. We have waited ... an hour.
    083011 1246AM 1338

    October 06, 2020

    English Dialogue With Demonstrative Pronouns: Talking About Pictures

    Hadi:I have these pictures of Indonesia, Margaret. Do you want to look at them?
    Margaret:Oh, I like to look at pictures of other countries, Hadi - and I want to learn about Indonesia. Let me see them! ....
    Oh, that's an interesting photo. Those are musicians!
    Margaret:But Indonesian musical instruments are different from Australian musical instruments.
    Hadi:These are special instruments, Margaret. This is a gamelan orchestra. You see, this instrument has strings. This is a drum, and these are gongs.
    Margaret:Is that a guitar?
    Hadi:No, it isn't. Do you like guitars, Margaret?
    Margaret:Yes, I do. A guitar is a useful instrument. If you play a guitar, you don't need other instruments. You can play songs, and people can sing. ....
    Oh, look at this photo, Hadi. What are these girls doing?
    Hadi:They're dancing. That's a special Balinese dance.
    Margaret:They're wearing pretty costumes. And is this a gamelan orchestra, too?
    Hadi:Yes, that's right.
    Margaret:Is that dance difficult to learn?
    Hadi:Oh yes. These girls start learning when they're very young. Now look at this, Margaret.
    Margaret:Oh, that's a nice photo, Hadi!
    Hadi:Yes, that's a rice-field. We grow a lot of rice in Indonesia. Rice grows well there.
    Margaret:But what beautiful scenery! Rice-fields, trees, mountains. I think this photo is the prettiest!
    Hadi:Would you like to have it, Margaret?
    Margaret:Are you giving it to me?
    Margaret:Oh, thank you very much, Hadi! It's lovely!
    I. Answer the following questions based on the above conversation.
    Talking About Pictures
    1. What is the conversation about?
    2. What pictures does Hadi show Margaret?
    3. In your opinion, what makes Margaret interested in the pictures?
    4. What does Margaret say about Indonesian musical instruments?
    5. What does Margaret think about guitars? Why?
    6. What are the girls in the picture doing?
    7. What does Margaret think about their costumes?
    8. Which picture does Margaret like best?
    9. What does Hadi do with the picture?
    10. Rewrite the above dialogue in your book and underline the demonstrative pronouns; this, that, these, those.
    II. Complete the following sentences with "this/that" or "these/those".
    1. ... is a flower.
    2. ... is an office.
    3. ... are fingers.
    4. This is ... water.
    5. ... are exercises.
    6. ... animals eat grass.
    7. ... boy is playing football.
    8. ... is a library.
    9. ... is coffee.
    10. ... is an island.
    11. ... are university students.
    12. ... girl has been here for an hour.
    13. ... is a hotel.
    14. ... aeroplane is flying above the sea.
    15. Most farmers in ... country grow rice.
    III. Write sentences with "this/that" or "these/those" using the nouns provided. Number 1 has been done as an example.
    1. a book
      This is a book.
    2. racing cars
    3. pure honey
    4. doctors and nurses
    5. my aquarium
    6. a traditional game
    7. kites
    8. old coins
    9. boats
    10. a picture of my family
    Prev: BSE SMK Kelas XI, 062411 0747PM PV2288

    September 16, 2020

    Giving And Receiving Compliments

    Giving And Receiving Compliments
    n our daily social life, we often express our admiration, satisfaction, or happiness for someone's achievement or work by giving compliments. The purpose is to show them that we care and are happy for them with what they have done or achieved.

    These are examples of compliments and the responses:

    What a fantastic performance!Thanks. I'm happy that everything worked well.
    You look gorgeous!Thank you very much.
    You're looking glamorous.Thanks.
    How adorable that is!Thank you for your compliment.
    Well done! You are the best.Thank you.
    I like your new haircut.Thanks. I'm glad you like it.
    That's a nice shirt!Thanks. It's a gift from my friend in Indonesia.
    How elegant you look.That's very nice of you. Thanks.
    My compliments on your great work.Thanks. I'm just doing my job.
    Wow! You’re very clever.Thank you.
    What a great picture! You should be proud of yourself.Thanks. Glad you like it.
    From the examples above, we can see that compliments and admiration can be expressed with:
    • That’s a nice ...(noun)....
    • What a great ...(noun)...!
    • How ...(adjective/adverb)...!
    • You look ...(adjective)....
    • I like your ...(noun)...!
    • I must express my admiration for your ...(noun)....
    • You're really ...(adjective)....
    To respond, we can use thanking expressions, such as:
    • Thank you for your compliment.
    • That's nice of you.
    • I am glad you like it.
    A. Please complete the dialogues below using your own words.
    Dialogue 1:
    Hari:What a nice bike you have, Panca.
    Panca:...(1).... It was a present from my Dad on my birthday two years ago.
    Hari:...(2).... That kind of bike is very expensive now.
    Panca:Yes, it is. It's because cycling is becoming very popular now.
    Hari:You're right. Bikes are sold out in many places.
    Dialogue 2:
    Gani:I saw your performance in the English speech contest yesterday. ...(3)....
    Salma:...(4).... I practiced hard to prepare for it.
    Gani:It was paid off. You certainly impressed the juries.
    Salma:I hope so. Thank God everything went well.
    Dialogue 3:
    Tom:I like your new shoes.
    Tom:They look very expensive. Where did you buy them?
    Dio:Well, not really. I bought them at a home industry near my house.
    Tom:...(6).... They look like branded products.
    Dio:Well, when it comes to quality, I'm not a brandminded person.
    Tom:I agree with you. Home industry products often come up with the same quality as that of branded ones, sometimes even better.
    Dialogue 4:
    Mita:Hi, Ayu. You look ...(7)... tonight.
    Ayu:...(8).... You, too.
    Mita:I've never seen you wearing that Batik dress. Is that new?
    Ayu:Well, my Mom had it made at a tailor's for me last month.
    Mita:Oh, did she? I think your mom is quite fashionable.
    Ayu:Yes, she really is.
    Dialogue 5:
    Risa:Hi, Linda. How are things with you?
    Linda:Never better, thanks. And you?
    Risa:I'm fine, thanks. I heard that your proposal for our next program has been approved. Congratulations.
    Linda:It has. Thanks.
    Risa:I think our manager should thank you for such a great idea in marketing. You're a genius.
    Linda:...(9).... It's all based on my experience in marketing that kind of product for years.
    Linda:Well, stop complimenting me. I need everybody's support in order to make it work.
    Risa:You can count on me.
    B. Express your compliment in each of the following situations.
    1. You compliment your friend on his/her new hair style.
    2. Your friend is wearing a fancy gown.
    3. Your colleague has been promoted for his hard work.
    4. Your friend has received a flying grade in a TOEIC test.
    5. Your brother has received a photography award.
    6. Your friend's office has been rearranged and it's now very comfortable..
    7. Your father has bought you a new mobile phone.
    8. Your cousin has gone on a diet and now she is slimmer.
    9. Your motorcycle wouldn't start until a friend came and helped you.
    10. Your best friend has won an English speech contest.
    Picture source:

    August 31, 2020

    Congratulating Someone (KD 3.2 & 4.2)

    Kompetensi Dasar:
    3.2Menganalisis fungsi sosial, struktur teks, dan unsur kebahasaan teks interaksi interpersonal lisan dan tulis yang melibatkan tindakan memberikan ucapan selamat bersayap (extended), dan responnya, sesuai dengan konteks penggunaannya.
    4.2Menyusun teks interaksi interpersonal lisan dan tulis sederhana yang melibatkan tindakan memberikan ucapan selamat bersayap (extended), dan responnya dengan memperhatikan fungsi sosial, struktur teks, dan unsur kebahasaan yang benar dan sesuai konteks.
    he social function of congratulatory expressions is to show others that we care about their achievements, graduations, and other important events in their lives. Congratulations can make people feel special and add to the height of their happiness.

    These are some examples of congratulatory expressions.

    Congratulating someone on their success / achievement:
    Congratulating Someone
    • Fantastic! Congratulations on success!
    • Your hard work and determination have paid off. Congratulations!
    • Well done! What a great accomplishment! Congratulations!
    • Congrats! Above and beyond. No one deserves this more.
    • Kudos! No one else measures up! Congrats!
    • Congratulations! You did it! Great work!
    • Congrats! You totally nailed it! Great job!
    • What else could I say after your remarkable achievement? Congratulations!
    Congratulating someone on their birthday:
    • Happy birthday! Many happy returns of the day
    • Happy birthday. Wish you all the best.
    • Wish you a happy birthday. Have a great time, with memories to last you throughout the whole year.
    • Have a wonderful birthday! Hope your birthday is filled with fun and happiness.
    Congratulating someone on their graduation:
    • Congrats! You graduated!
    • Congratulations on achieving such a significant milestone!
    • We are so proud of you! You’ll always remember the day you graduated, and so will we. Congratulations!
    Congratulations on a new born baby:
    • Congrats! May your marriage be filled with more love, laughter, and memories than you ever imagined.
    • Hello, Baby! You are so welcomed to the world! Congrats!
    • I am so excited to hear that you're having a baby! Congratulations!
    • BABY. What a precious word! So happy for you!
    Congratulations on someone's wedding / engagement:
    • Congrats! Happy New Home! May it be a haven of peace and a place of joy.
    • Congratulations! May your love sparkle and fizz for years to come!
    • Happy New Home! May the walls ring with love and laughter!
    • I heard the big news that you're engaged! How wonderful!
    Congratulations on someone's new job / promotion:
    • Congratulations on your promotion!
    • It was great to hear about your new job. Congratulations!
    • Way to go! Congratulations on your new job. I knew you could do it!
    • We have just heard about your promotion. You deserve it! Congrats!
    Responding to congratulations:
    • Thanks.
    • It's nice of you to say so.
    • How kind of you to say so.
    A. Complete the following short dialogues
    1. Yani: I've just got married, Fira!
      Fira: ....
      Yani: ....
    2. Aunt Mira: I heard that you got the highest score in the English final exam.
      Adi: Yes, that's right, Auntie.
      Aunt Mira: ....
      Adi: ....
    3. Kayla: Good news! I won the speech contest.
      Dinda: ....
      Kayla: ....
    4. Mita: Thank God. I've found a job.
      Mita: ....
    5. Ali: I just won the first prize from a quiz.
      Nana: ....
      Ali: ....
    6. Angga: I've got a good mark in my Math test, Mom.
      Mom: ....
      Angga: ....
    7. Sonia: Dad, I got an admission to the university.
      Mr. Alex: ....
      Sonia: ....
    8. Dio: Guys, here are some cakes for us.
      Rama: Woow! Is it somebody's birthday today?
      Dio: Well, don't you know that it is Bayu's birthday today?
      Ali: ....
      Herman: ....
      Tony: ....
      Bayu: Thank you very much, Guys. ....
    9. Rita: Listen, Class! I have good news. Miss Rika has been honored with the "Teacher of the Year" title. Right, Maam?
      Vina: Wow! ....
      Lia: ....
      Miss Rika: ....
    10. Jamal: How was your TOEIC test, Eka? Have you got the result?
      Eka: Yes, thank God I got 715.
      Jamal: That's .... ....
      Eka: ....
    B. Write a suitable and appropriate congratulation for the following situations.
    1. Your friend has received a scholarship to study abroad.
    2. Your brother has received an award for his painting.
    3. Your teacher has been honoured with the "Model Teacher" title.
    4. Your friend has got the highest grade in English National Test.
    5. Your friend has successfully became a finalist of a singing contest.
    • Picture by Clipart Library (

    August 08, 2020

    VIERA & TOEIC Preparation Test

    Answer the following questions by choosing the best answer A, B, D, or D.
    I. Sentence Completion
    1. Battery-operated reading lamps ... very well right now.
    1. sale
    2. sold
    3. are selling
    4. were sold
    2. In order to place a call outside the office, you have to ... nine first.
    1. tip
    2. make
    3. dial
    4. number
    3. We are pleased to inform ... that the missing order has been found.
    1. you
    2. your
    3. yours
    4. yourself
    4. Unfortunately, neither Mr. Sachs ... Ms. Flyynn will be able to attend the awards banquet this evening.
    1. but
    2. and
    3. nor
    4. either
    5. After the main course, choose from our wide ... of homemade desserts.
    1. varied
    2. various
    3. vary
    4. variety
    6. One of the most frequent complaints among airline passengers is that there is not ... legroom.
    1. enough
    2. many
    3. very
    4. plenty
    7. Faculty members are planning to ... a party in honor of Dr. Walker, who will retire at the end of the semester.
    1. carry
    2. do
    3. hold
    4. take
    8. ... our production figures improve in the near future, we foresee having to hire more people between now and July.
    1. During
    2. Only
    3. Unless
    4. Because
    9. The prime minister is expected to arrive at the convention hall at ... 7.00 P.M.
    1. approximated
    2. approximates
    3. approximate
    4. approximately
    10. As the filming location has not yet been ..., the release date has been postponed.
    1. detained
    2. determined
    3. delayed
    4. deleted
    11. Extreme ... should be used when the forklift truck is being operated.
    1. caution
    2. cautioned
    3. cautiosly
    4. cautions
    12. The country hospital is currently ... volunteers to staff the reception.
    1. look to
    2. looking for
    3. looking around
    4. looking into
    13. We are a major international company with a growing number of ... in North America.
    1. inferences
    2. instances
    3. influences
    4. interests
    14. The Executive Council of the Fashion Buyer’s Congress is ... of fifteen members from various branches of the fashion industry.
    1. compose
    2. composing
    3. composed
    4. to compose
    15. Though their performance was relatively unpolished, the actors held the audience’s ... for the duration of the play.
    1. attentive
    2. attentively
    3. attention
    4. attentiveness
    16. Savat National Park is ... by train, bus, charter plane, and rental car.
    1. accessible
    2. accessing
    3. accessibility
    4. accesses
    17. Replacing the office equipment that the company purchased only three years ago seems quite ....
    1. waste
    2. wasteful
    3. wasting
    4. wasted
    18. On ... employees reach their peak performance level when they have been on the job for at least two years.
    1. common
    2. standard
    3. average
    4. general
    19. If you send in an order ... mail, we recommend that you phone our sales division directly to confirm the order.
    1. near
    2. by
    3. for
    4. on
    20. Rates for the use of recreational facilities do not include tax and are subject to change without ....
    1. signal
    2. cash
    3. report
    4. notice
    21. We conduct our audits in accordance ... generally accepted auditing standards.
    1. of
    2. with
    3. in
    4. across
    22. The Director of Educational Programs works collaboratively with the Ministry of Education to ... that the programs are meeting the needs of the institution.
    1. ensure
    2. define
    3. accept
    4. imply
    23. Armstrong has the ... management team of the three companies under consideration.
    1. impressive
    2. more impressive
    3. impressively
    4. most impressive
    24. There are over thirty keyboard commands that can prompt word-processing procedures, but common usage ... only a few.
    1. involves
    2. receives
    3. subscribes
    4. corresponds
    25. The recent storms have led to the ... closure of our overseas office.
    1. temporal
    2. temporary
    3. temporarily
    4. temporaries
    26. “Accounts receivable” is money owed to a company, ... “accounts payable” is money owed by the company to creditors.
    1. whereas
    2. otherwise
    3. such as
    4. in order that
    27. Cooks must remember that some raw foods are very ... and should be refrigerated or chilled until ready to be eaten or cooked.
    1. peripheral
    2. perishable
    3. periodic
    4. permanent
    28. If savings could have been made elsewhere, we ... to give financial support to local community service organizations last year.
    1. continue
    2. continued
    3. has continued
    4. would have continued
    29. The telecommunications department is completing a detailed ... of each factory site to determine the types of equipment and features needed in each area.
    1. elaboration
    2. evolution
    3. evaluation
    4. expansion
    30. Proposed changes that are not ... with existing safety regulations will not be considered.
    1. dependent
    2. compliant
    3. relating
    4. supportive
    II. Short Conversation
    Questions number 31 - 33 refer to the following dialogue.
    Dina:We need to hire a temporary assistant to help us with this project until our regular assistant fully recovers.
    John:Yeah, it will take him at least 2 months till he’s able to return to his duties.
    Dina:I know, that’s why I hate it when people around me become indispensable. It just makes me feel helpless sometimes.
    John:In the meantime, why don’t we try finding someone from our staff to replace him? That way we’ll avoid the training period since all staff know, more or less, how things run around the office.
    31. What is the problem with Dina's assistant?
    1. She needs to hire a temporary assistant.
    2. He feels helpless.
    3. He is sick.
    4. He doesn't want to help.
    32. What does Dina imply about her assistant?
    1. She hates him.
    2. He is indispensable.
    3. He is helpless.
    4. He lives around the office.
    33. What are they planning to do?
    1. Avoid the training period
    2. Run around the office
    3. Find someone from their staff to replace the assistant
    4. Hire a temporary assistant
    Questions 34 - 36 refer to the following conversation.
    Levi:When did you say you are going on that business trip again?
    Siska:Well, I’m leaving on Wednesday evening, but I won’t be back until Tuesday.
    Levi :The conference is on for two days isn’t it?
    Siska:Well, yes, but since my husband is coming with me this time, we thought we’d take Monday off and spend the weekend by Lake Como near Milan. We’ve heard so many good things about it, and with my new position we haven’t had the chance to go on vacation in the last couple of years.
    34. How many days will Siska be away from work?
    1. Three
    2. Four
    3. Five
    4. Six
    35. When is the conference?
    1. Wednesday and Thursday
    2. Thursday and Friday
    3. Saturday and Sunday
    4. Monday and Tuesday
    36. What can be inferred about Siska?
    1. She is usually too busy to go on vacation.
    2. She has been to Lake Camo before.
    3. She is going to the conference alone.
    4. She often goes on vacation.
    Questions 37 - 39 refer to the following conversation.
    Romi:I think we need to ask the Staff Director to order two new desks for us. Mine is very small, while yours is very big and takes up too much space. And we could do with new wallpaper as well.
    Ulfa:That’s fine by me, but the company is on a very tight budget this year, so they might not approve any of it. We’re lucky we’ve still got a job.
    Romi:Why don’t you draft a formal request, and we’ll see what happens?
    Ulfa:Sure! There might even be some old desks available in the warehouse that would suit us perfectly.
    37. What does Romi want to do?
    1. Buy new desks
    2. Make his table larger
    3. Take up more space
    4. Renovate his office.
    38. What does Ulfa imply about the company?
    1. It doesn't have lot of money to spend.
    2. It sells new wallpapers this year.
    3. It will approve their requests.
    4. It gives them a new job in the office.
    39. What does Romi ask Siska to do?
    1. Find old desks in the warehouse.
    2. See what will happen to their desks.
    3. Save more office space.
    4. Write a formal request
    Questions 40 - 42 refer to the following conversation.
    Timmy:I ordered some products from your company a week ago but they haven’t arrived yet, although you had assured me you would ship them one or two days after I placed my order.
    Voice:Give me a second, sir, to track down your order, ... yes, here it is. The products were shipped on September the 19th, that’s a day after you placed your order. The shipping number is 335601342 and the courier company is BLC.
    Timmy:Oh, OK. I’ll try contacting them to find out what’s taking them so long to deliver the package.
    Voice:My guess is that they’ve got problems with the customs office. In any case, call me if I can be of any further assistance.
    40. Why did Timmy call?
    1. He wanted to place an order.
    2. He couldn't find the order shipping number.
    3. His order hadn't arrived.
    4. He wanted to cancel an order delivery.
    41. When were the products sent?
    1. September 12th
    2. September 18th
    3. September 19th
    4. September 20th
    42. What will Timmy most probably do afterwards?
    1. Call the courier company.
    2. Cancel the shipment.
    3. Solve the customs problems.
    4. Go to the customs office.
    Questions 43 - 45 refer to the following conversation.
    Operator:Mr. Lee isn’t coming in today. Can I take a message?
    Anita:I’d rather talk to him in person. Do you know when he’s coming back?
    Operator:I’m afraid he’s not coming in for the next couple of weeks. He’s on a sabbatical to work on his dissertation.
    Anita:Well, in that case could you please tell him that I’ve reviewed his article and that he needs to contact me to go over my revisions ASAP? Unless you can give me his home number and I’ll contact him in person.
    43. Why isn’t Mr. Lee in his office?
    1. He is reviewing a dissertation.
    2. He is finishing a revision project.
    3. He's on vacation.
    4. He's on a sabbatical leave.
    44. What does Anita want Mr. Lee to do?
    1. Give her his phone number.
    2. Contact her.
    3. Review his article.
    4. Check her revisions.
    45. How long will Mr. Lee be away?
    1. A year
    2. Several weeks
    3. Six months
    4. A couple of days
    III. Reading Comprehenesion
    Questions 46 - 49 refer to the following news.

    Jayapura, Papua (ANTARA) - The Indonesian Army's Mi-17 helicopter that crashed on Mount Mandala in Oksop Sub-district, Pegunungan Bintang District, Papua Province, and killed 12 people aboard, was owing to bad weather, according to an official.

    "I think the pilot had attempted to re-direct the helicopter to the original location due to foggy weather, but when the helicopter turned, it crashed into the mountain," Major General Herman Asaribab, commander of the Regional Military Command (Pangdam) XVII/Cenderawasih, remarked here on Saturday.

    The helicopter reportedly lost contact during its flight from Oksibli to Sentani on June 28, 2019. Since the day it went missing, search efforts have been steadily made to locate the helicopter by involving a Bell Helicopter 206 and Bell Helicopter 412 bearing registration number HA-5177. However, the SAR's efforts to locate the missing helicopter have been hindered by factors, including erratic weather conditions and difficulties on ground due to inaccessibility to roads.

    46. What is the news about?
    1. Mount Mandala in Oksop Sub-district
    2. A helicopter crash in Papua Province
    3. Indonesian Army's Mi-17 helicopters
    4. The bad weather in Pegunungan Bintang
    47. According to the text, what was the cause of the flight accident?
    1. Inaccessibility to roads
    2. Difficulties on ground
    3. An official's decision
    4. Bad weather
    48. These are the factors that made the attempts to find the helicopter difficult, EXCEPT ....
    1. weather conditions
    2. difficult terrain
    3. human errors
    4. inaccessibility to roads
    49. "I think the pilot had attempted to re-direct the helicopter to the original location ...."
    What is the synonym of the underlined word?
    1. stopped
    2. repaired
    3. continued
    4. tried
    Questions 50 - 53 refer to the following memo.
    50. Who sent the above memo?
    1. GTS Sales Staff
    2. Karen Moore
    3. Mr. John Sakazaki
    4. Mr. Lockhart
    51. What does the memo talk about?
    1. Sales staff enthusiasm
    2. A new product
    3. Sales strategy
    4. A marketing presentation
    52. According to the memo, what will GTS Sales Staff most likely receive in the near future?
    1. Bonus checks
    2. Customer presentation
    3. A congratulatory letter
    4. A new product
    53. Who is Mr. Lockhart?
    1. Sales manager of GTS
    2. A supplier
    3. A customer
    4. Karen Moore's worker
    Questions 54 - 57 refer to the following letter.

    Dear Mr. Komar,

    We are sorry to learn that the vacuum cleaner you recently ordered arrived with several missing parts. Thank you for returning it promptly.

    A replacement model of the same style, color, and price is being shipped to you and should arrive in two days' time. It has been carefully inspected to ensure that you will not be troubled again with a similar problem.

    We sincerely regret the delay and inconvenience that has caused you, but we hope that you will be pleased with your new cleaner.

    Thank you for your patience.



    Customer Relations

    54. What is the purpose of the letter?
    1. To address a complaint
    2. To confirm an order
    3. To reply to a complaint
    4. To order the missing parts
    55. What was the problem with the order?
    1. It was delayed.
    2. It should be returned soon.
    3. It hasn't been received.
    4. There were some missing parts.
    56. What might have caused the problem?
    1. The order delivery was not on time.
    2. Mr. Komar was not satisfied with the product.
    3. The order was not carefully inspected.
    4. The replacement had a different style and color.
    57. What should Mr. Komar do after receiving the letter?
    1. Make another complaint for the delay
    2. Reply to a complaint from Agung
    3. Contact the Customer Relations staff
    4. Wait until the replacement arrives
    Questions 58 - 60 refer to the following letter.

    Dear Mr. Jiggit,

    Your resume is very impressive, but we are no longer hiring full time workers. Like many companies, we are trying to operate with a minimum staff, hiring temporary office workers.

    When the workload increases, or when we need people for a specific project, we look for part time workers. Should such a need arise, we will contact you.

    With every good wish.

    Sincerely yours,
    Sa Osheroff

    58. What employment practice does this company share with others?

    1. Hiring temporary workers
    2. Hiring full-time workers
    3. Training its own workers
    4. Asking retirees to return
    59. When are these workers usually hired?
    1. When costs are high
    2. When the workload increases
    3. When employees are ill
    4. When they operate with a minimum staff
    60. Mr. Jiggit probably wrote to the company ....
    1. to inquire about a part time job
    2. to ask about company benefits
    3. to look for temporary office workers
    4. to seek full-time employment