Question 3 Model Answer: Report (Cambridge (CIE) IGCSE English Language): Revision Note
Exam code: 0500 & 0990
Question 3 Model Answer: Report
For this task, you will be asked to produce a piece of writing in a particular format, based on what you have read in Text C. You may be asked to write in one of six possible formats (genres):
A letter
A report
A journal entry
A speech
An interview
An article
The following guide will demonstrate how to answer Question 3 in the format of a report. The task itself is taken from a past exam paper.
Text and question
The following text (Text C) is about a young person called Jeswin who has just started to work for an airline company called Golden Tours, as part of their airport 'Meet and Greet' team. Jeswin is being looked after on his first day by a senior member of the team, Edgar.
Edgar laid his large hand on Jewsin's small shoulder and strode onto the wide Departures concourse, as Jeswin tripped and danced to keep up with him. 'You're going to be very busy today,' Edgar announced, an ironic grimace contorting his round face. Edgar stopped suddenly and twisted Jeswin's shoulder through a dizzying one hundred and eighty degrees so that Jeswin could see the workplace. The concourse at present was eerily silent. It comprised many empty roped-off labyrinths that passengers would negotiate before they reached the check-in desk, where their luggage would be surrendered into the safe hands of Golden Tours staff and deposited in the cargo area of the plane. Jeswin wriggled to detach himself from Edgar's large hand. He had been attached (in a more figurative sense) today to Edgar to learn his job: making sure that the passengers had the documents they needed to fly, showing them where to take their luggage and giving helpful and friendly advice. Edgar's expression began to radiate mild exasperation and Jeswin turned to see its focus: a small knot of passengers wandering uncertainly towards the Golden Tours check-in area. Their luggage trolley was performing a shaky dance, not dissimilar to the movements of Jeswin's own feet a few minutes earlier. A small child hung onto its side trying to deter three disobedient suitcases from unscheduled disembarkation. Jeswin immediately understood that this family might need support. 'I've got a report to write for the boss tonight!' huffed Edgar. 'Apparently she doesn't know what our job involves. Hah!' He marched towards the group. 'Good morning. Your documents, please, so I can make sure they are in order before you drop your luggage off.' Edgar flipped through identity documents with the dexterity of a master player shuffling a deck of cards, before surveying the three suitcases. 'Take it you packed those suitcases yourselves and they haven't been out of sight since you got here? Go to the roped area over there. Shouldn't be too long to wait.' Now a few more groups were drawing closer. Jeswin approached the nearest group and followed the routine. This continued throughout the morning, meeting and greeting passengers bound for numerous destinations. Edgar had also told him to watch out for unattended luggage and report such items to him. This worried Jeswin: it felt like too much to focus on at once, especially as there seemed to be a lot of luggage around. Generally, though, Jeswin was pleased with himself. He was not as fast as Edgar, of course, but he remembered the 'meet and greet' procedure, and he felt his courteous manner and diligence paid off, as he often received smiles and thanks in return. Edgar on the other hand was becoming more irritable. 'Fifteen minutes for lunch, as usual,' he grumbled. 'I've hardly seen you this morning, young man. Has everything been all right?' Suddenly a shout came up from one of the queues. 'Hey! That man tried to steal my wallet!' An angry-faced accuser stood, finger aimed at an older man behind him. Edgar immediately intervened. 'Have we got a thief?' he demanded. 'No, I'm not a thief. I'm a little unsteady on my feet and I fell over.' The older man's chin wobbled as he spoke, and Jeswin saw his eyes blinking rapidly. Surely he was innocent. 'Let me help,' Jeswin said. 'There is probably some mistake here, but you, sir, have had a bit of a shock and need reassuring about your possessions, so I am going to ask Leo over there to let you put your luggage in right now. Meanwhile, you, sir, mustn't keep standing in this uncomfortable way: I am going to carry your suitcase over there to Maria.' As Jeswin returned from Maria's desk, he saw Edgar smiling in approval. 'Well handled, young man. You've given me some ideas for this report I've got to write.' | |
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Question:
You are Edgar. That night you write the report that your boss has asked for about the work the 'Meet and Greet' team do. In your report you should:
explain what the role of meeting and greeting passengers involves at present
evaluate potential problems for both 'Meet and Greet' staff and passengers
suggest how the experiences of both passengers and 'Meet and Greet' staff could be improved
Write the words of the report.
Base your report on what you have read in Text C, but be careful to use your own words. Address each of the three bullet points.
Write about 250 to 350 words.
Up to 15 marks are available for the content of your answer and up to 10 marks for the quality of your writing.
Report model answer
Based on the above question, the following model answer is an example of a full-mark report response:
Worked Example
REPORT: Assessment of the ‘Meet and Greet’ Operation and Recommendations for Improvement
To: The Management From: Edgar, Senior ‘Meet and Greet’ Agent Date: October/November 2023 Subject: Evaluation of Current Procedures and Operational Enhancements
1. Current responsibilities of the role
The 'Meet and Greet' team acts as the first point of contact for Golden Tours passengers arriving in the Departures concourse. Our primary function involves providing helpful and constructive advice. Operationally, this requires diligent document verification, ensuring identity papers are in order before passengers reach check-in. We also manage luggage flow, confirming that passengers packed their cases themselves and that they have not left them out of sight. A high-priority, anxiety-inducing task is the continuous need to monitor the concourse for unattended luggage, reporting any security concerns immediately. Finally, we direct customers through the numerous roped-off queue areas towards the check-in desks.
2. Evaluation of operational challenges
This essential role is hindered by several significant issues affecting staff and passengers alike. For customers, the physical environment is confusing, characterized by empty roped-off labyrinths which causes early groups to wander uncertainly. Equipment is substandard; luggage trolleys frequently perform a "shaky dance," making them unstable and frustrating for those trying to prevent ‘disobedient suitcases’ from falling off. For staff, the combined requirement to process documents while continuously monitoring for security threats feels like "too much to focus on at once," leading to excessive operational stress. Low morale is compounded by highly restricted breaks, such as the fifteen minutes allocated for lunch. Furthermore, unexpected issues, such as security disputes (like the recent alleged attempted theft), demand rapid and sensitive intervention, increasing workload.
3. Suggested improvements
To streamline operations and improve satisfaction, I propose the following targeted recommendations. Firstly, we must simplify the route to check-in, replacing the confusing labyrinth configuration with clearer signage or fewer roped barriers. Secondly, the existing fleet of trolleys requires immediate repair or replacement with stable equipment. Thirdly, to alleviate staff pressure, I strongly advise the appointment of more permanent personnel, allowing for dedicated roles, such as security patrol. Crucially, we must introduce fast-track support for vulnerable passengers, such as opening an express queue or providing seating for those, like the unsteady elderly gentleman today, for whom prolonged standing is uncomfortable. These steps will significantly enhance initial customer experience and relieve staff burden.
Commentary
The response starts with an appropriate format for the form of writing
The response directly refers to details from the text, with appropriate development
The tone and register are appropriate for a report
Each bullet point in the question is dealt with in a separate paragraph
The level of formality is appropriate for a report
The response uses logical inferences made from details in the text
The development is based upon specific details from the text
Examiner Tips and Tricks
The suggested word count for this task is a guide, and you are not penalised for writing under or over 250-350 words. However, writing too little can mean that your answer does not have enough development or detail. Writing too much can mean that you go off topic and lose focus, which again can be self-penalising. It is therefore a good idea to stick as closely as you can to the word count guidance.
Our model answers are not written in timed, exam conditions. We have therefore shown a range of points that could be included to answer this question, and provided a model you can use to help with the structure of your answer.
You can find further guidance on suggested word counts for CIE here (opens in a new tab).
Summary
Remember to read the question carefully and highlight:
The instructions (what you have to do)
The focus of each bullet point
Re-read Text C and highlight the relevant information you can use in your answer
Address each bullet point in order:
Make sure you cover all of the bullet points as equally as possible
Base all of your answer on the ideas and details you find in Text C
Decide on the voice and style you want to create and maintain that in your answer
Do not just repeat details of what happened:
You need to develop your ideas to demonstrate understanding
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