Syllabus Edition
First teaching 2025
First exams 2027
Question 4 Model Answer: Report (Cambridge (CIE) IGCSE English Language): Revision Note
Exam code: 0500 & 0990
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 4 in the format of a report. The task itself is taken from a past exam paper.
Text C
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 4 report model answer
Worked Example
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 300 words.
Up to 10 marks are available for the content of your answer and up to 10 marks for the quality of your writing.
[20]
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
To: The Management From: Edgar, Senior ‘Meet and Greet’ Agent Date: October/November 2023 Subject: Operation evaluation and recommendations
1. Current responsibilities
The ‘Meet and Greet’ team serves as the first point of contact for Golden Tours passengers. Our primary function is providing advice and verifying identity papers before check-in. We also manage luggage flow, ensuring passengers have packed their own cases and do not leave bags unattended. Crucially, we are tasked with the high-pressure role of monitoring the concourse for security risks while directing customers through the queuing systems.
2. Operational challenges
The role is currently hindered by significant issues. For customers, the physical environment is confusing; the complex "labyrinth" of ropes causes early arrivals to wander uncertainly. Furthermore, the luggage trolleys are substandard and unstable, causing frustration for passengers trying to manage heavy bags. For staff, the dual requirement to process documents while simultaneously monitoring for security threats creates excessive operational stress. Morale is further damaged by insufficient breaks — often limited to fifteen minutes — and the pressure of managing sensitive disputes, such as today’s alleged theft.
3. Recommendations
Simplify the Environment: Remove unnecessary roped barriers and improve signage to prevent passenger confusion.
Upgrade Equipment: The trolley fleet requires immediate repair or replacement.
Increase Staffing: Appointing permanent personnel for dedicated security roles would alleviate the pressure on greeters.
Support Vulnerable Passengers: We must introduce seating or an express queue for elderly or frail travellers who currently struggle with prolonged standing.
Implementing these steps will significantly enhance the customer experience and reduce staff burden.
[20]
Commentary
The response fits within the recommended word limit, demonstrating the skill of selecting the most important details
The report uses an appropriate, professional and objective tone
It uses clear subheadings and bullet points in the final section which helps with structure
The report doesn't just list the problems; it explains the impact
The report uses logical inferences made from details in the text
Summary
Remember to read the question carefully and highlight the:
Instructions (what you have to do)
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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