‫الصفحة‬

ヵ 1 ‫اامتحان الوطني الموحد للبكالوريا‬

2015 ‫الدورة العادية‬
- ‫ الموضوع‬- ‫امركز الوطي للتقويم واامتحانات‬
NS 10 ‫والتوجيه‬

ン ‫مدة اإجاز‬ ‫اللغة اأجليزية‬ ‫امادة‬

ヴ ‫امعامل‬ ‫ مسلك اآداب‬: ‫شعبة اآداب والعلوم اإنسانية‬ ‫الشعبة أو امسلك‬

[1] Hassan went to university in Mohammedia.

After graduation, he began looking for a job. Like many
other young Moroccans, he started work in a bilingual call
centre for a couple of reasons. “I want to practise my
communication skills and also work in a prestigious call
centre,” he said. Hassan works for an airline company call
centre. His task at the centre consists of receiving calls
from passengers who are inquiring about tickets and flights.
“My task is to receive all incoming calls and answer
inquiries about flights from a computer system. I also make
reservations and process clients’ payments,” he added.
[2] Apart from working for 45 hours per week, Hassan described the difficulties he encounters
on his daily routine as follows: “As a beginner, the four-week training I had wasn’t enough to fully
understand all the details of the job. The other problem, which many of us in the centre suffer from, is
the huge number of incoming calls that we have to process everyday.” He added: “All the answers I
give to clients are available on the computer system.” Furthermore, when asked if he considers his task
to be repetitive, he answered with a big “YES.”
[3] Recently, IBM (an international computer company) launched a new computer program
called “Watson Engagement Advisor”, which can be used in call centres. It can answer calls as it
understands plain English and can be operated by a human agent. The program is designed to replace
human agents in dealing with customers.
[4] When asked about the challenges of dealing with huge numbers of incoming calls, Hassan
said: “You try to be as friendly as possible, keeping a positive tone, but sometimes you feel annoyed,
bored and you can easily get angry.” Such qualities are of human nature; however, Watson
Engagement Advisor would keep calm all the time and answer all questions easily.
[5] But when asked if he is for or against the idea
of introducing Watson in Moroccan call centres, Hassan
was very hesitant: “I’m against this idea. I think it will
cost a lot of money. There are some clients who make
the reservation online through the website; still they call
to make sure that it’s been done. Moroccans do not trust
technology yet; they still need to hear the human voice.”
Watson wouldn’t need any health insurance nor ask for
days off. It can work day and night without complaining
or fighting over the phone with clients. Watson threatens
Hassan and other young agents’ source of living. It’s true
that with the increasing advances in science and
technology, machines are making their way to replace
humans.

Adapted from: http://www.moroccoworldnews.com

 ‫اامتحان الوطني الموحد للبكالوريا‬
2015 ‫الدورة العادية‬
‫الموضوع‬ NS 10
‫امركي الوطي للتقوةم واامتحانات‬
‫والتوجزه‬

‫مدة‬ ‫اللغة اأجلزيةة‬

4 ‫المعامل‬ 3 ‫اإجاز‬ ‫ مسلك اآداب‬:‫شعبة اآداب والعلوم اإنسانزة‬

‫اللغة اأجلزيةة‬:
:‫شعبة اآداب والعلوم اإنسانزة‬:
‫مسلك اآداب‬
5 ‫ على‬2 :‫الصفحة‬ NS 10

I. COMPREHENSION (15 POINTS)

BASE ALL YOUR ANSWERS ON THE TEXT.

A. ARE THESE STATEMENTS TRUE OR FALSE? JUSTIFY. (3 pts)

1. Hassan joined the call centre while he was studying at university.

..................................................................................
2. Hassan thinks he was well trained for his job at the centre.
..................................................................................
3. Some clients call the centre to check their reservations.
..................................................................................

B. ANSWER THESE QUESTIONS. (3 pts)

1. Why did Hassan join a call centre?

..................................................................................
2. What do call centres use “Watson Engagement Advisor” for?
..................................................................................
3. How is “Watson Engagement Advisor” different from a human employee?
..................................................................................

C. COMPLETE THESE SENTENCES WITH INFORMATION FROM THE TEXT. (3 pts)

1. Hassan gets answers for his clients from . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2. According to Hassan, you can get angry in a call centre when . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
......................................................................................
3. If machines and programs like Watson are introduced, Hassan and other agents. . . . . . . . . . . . . . . . . . . . .
......................................................................................
 ‫ا يكتب أي شيء‬
‫ي هذا اإطار‬
‫ على‬3 :‫الصفحة‬ - ‫ الموضوع‬- 2015 ‫ الدورة العادية‬- ‫اامتحان الوطني الموحد للبكالوريا‬
5 - NS 10 - ‫ مسلك اآداب‬:‫ شعبة اآداب والعلوم اإجساجزة‬- ‫اللغة اأجللزيية‬:‫مادة‬

D. FIND IN THE TEXT WORDS THAT MEAN THE SAME AS (3 pts)

1. questions (paragraph 1) : . . . . . . . . . . . . . . . . . . . . .
2. clients (paragraph 3) : . . . . . . . . . . . . . . . . . . . . .
3. very big (paragraph 4) : . . . . . . . . . . . . . . . . . . . . .

E. WHAT DO THE UNDERLINED WORDS IN THE TEXT REFER TO? (3 pts)

1. he (paragraph 2) : . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2. It (paragraph 3) : . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3. this idea (paragraph 5) : . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

II. LANGUAGE (15 POINTS)

A. FILL IN THE GAPS WITH APPROPRIATE WORDS FROM THE LISTS. (2 pts)

1. Mahjoub’s mother is looking forward to. . . . . . . . . . . . . . . . . . . . . . . . . . . . her grandchildren in Spain.

visit - visiting - visited
2. The teacher talked to the student . . . . . . . . . . . . . . . . . . . . . . . . . . . . phone rang in class.
who - whose - whom

B. GIVE THE CORRECT FORM OF THE WORDS IN BRACKETS. (2 pts)

1. Doing some (volunteer) . . . . . . . . . . . . . work for your community is an act of good (citizen) . . . . . . . . . .
2. The headmaster says that students should (application) . . . . . . . . . . . . . for scholarships before May 15th.
3. Many NGOs are teaching (illiteracy) . . . . . . . . . . . . . . . . . . . . . women to read and write.

C. FILL IN THE GAPS WITH APPROPRIATE WORDS OR EXPRESSIONS FROM THE LISTS.
(2 pts)

1. Amine was afraid of being punished; so he . . . . . . . . . . . . . . . . . . . . . . a story to justify his absence.

took up – gave up – made up
2. We’ve worked hard today. Let’s go out and . . . . . . . . . . . . . . . . . . . . . . fun.
lose – take – have
 ‫ا يكتب أي شيء‬
‫ي هذا اإطار‬
‫ على‬4 :‫الصفحة‬ - ‫ الموضوع‬- 2015 ‫ الدورة العادية‬- ‫اامتحان الوطني الموحد للبكالوريا‬
5 - NS 10 - ‫ مسلك اآداب‬:‫ شعبة اآداب والعلوم اإجساجزة‬- ‫اللغة اأجللزيية‬:‫مادة‬

D. PUT THE VERBS IN BRACKETS IN THE RIGHT TENSE. (2 pts)

1. Tom’s uncle (work) . . . . . . . . . . . . . . . . . . . . . . . . . . . . in Marseille for several years before he moved
to Paris last year.
2. My parents (retire) . . . . . . . . . . . . . . . . . . . . . . . . . . . . by the end of 2018.

E. REWRITE THE SENTENCES BEGINNING WITH THE WORDS GIVEN. (3 pts)

1. Heavy rain has destroyed many roads in the south of Morocco.

Many roads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2. “Will you drive the kids to school?” Mr Lynch asked.

Mr Lynch asked his wife . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

3. Leila didn’t get a front seat at the theatre because she didn’t buy a ticket early.
If . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

F. MATCH EACH EXPRESSION WITH ITS APPROPRIATE FUNCTION. (2 pts)

Expressions Functions
1. “For me, Moroccan carpets are the best.” a. expressing regret
b. making a request
2. “Glad to hear that. Congratulations!”
c. complaining
3. “I’m sorry to say it, but this is not the tablet I ordered.” d. expressing opinion
e. responding to good news
4. “I shouldn’t have refused his invitation; the party was great!”
f. asking for advice

1. . . . . . . . . . . . . . . 2. . . . . . . . . . . . . . . . . 3. . . . . . . . . . . . . . . . 4. . . . . . . . . . . . . . . . . . .

G. COMPLETE THE FOLLOWING EXCHANGE APPROPRIATELY. (2 pts)

Paul needs some money from his friend James to buy a camera.

Paul: (makes a request) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

James: (responds) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
 ‫ا يكتب أي شيء‬
‫ي هذا اإطار‬
‫ على‬5 :‫الصفحة‬ - ‫ الموضوع‬- 2015 ‫ الدورة العادية‬- ‫اامتحان الوطني الموحد للبكالوريا‬
5 - NS 10 - ‫ مسلك اآداب‬:‫ شعبة اآداب والعلوم اإجساجزة‬- ‫اللغة اأجللزيية‬:‫مادة‬

III. WRITING (10 POINTS)

DO TASK 1 AND TASK 2
TASK 1: (4 pts)

COMPLETE THE FOLLOWING PARAGRAPH.

I use my mobile phone to do different things. For example, I . . . . . . . . . … . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . .. . . . . .. . . . . .. . .. .I also, . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . In addition, . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . . Finally, . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . … . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . .

TASK 2: (6 pts)
Many Moroccan girls leave school at an early age. Write a paragraph about the causes which push these girls
to leave school an early. (from 50 to 100 words)
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 ‫الصفحة‬
1 1 ‫اامتحان الوطني الموحد للبكالوريا‬
2015 ‫الدورة العادية‬
- ‫ عناصر اإجابة‬- ‫امركز الوطي للتقويم واامتحانات‬
NR 10 ‫والتوجيه‬

‫مدة انجاز‬ ‫اللغة ااجليزية‬ ‫امااة‬

‫امعامل‬ ‫مالك اآاا‬: ‫شعبة اآاا والعلو انناانية‬ ‫الشعبة أو امالك‬

KEY AND MARKING SCALE

Please accept any appropriate answer not mentioned in this key.
I. COMPREHENSION (15 POINTS)
Testees should not be penalised for spelling and grammar mistakes in the comprehension section.
A. TRUE OR FALSE: (3 pts) (1 pt each: 0.5 pt for the right choice and 0.5 pt for the right justification.
Consider the justification only if the choice is correct)
1. F. after graduation/after he graduated
2. F. the four-week training we had wasn’t enough
3. T. still they call to make sure it is done
B. WH QUESTIONS: (3 pts)
1. to practise his communication skills and work at a prestigious call centre
2. to answer calls / to replace humans in dealing with clients
3. it doesn’t need any health insurance and doesn’t ask for vacation / days off / it can work day and night
without complaining / ...
C. SENTENCE COMPLETION: (3 pts)
1. ...... a computer system.
2. ….you deal with a huge number of incoming calls / when you feel bored
3. …will lose their source of living / jobs
D. WORD MEANING: (3 pts; 1 pt each) 1. inquiries 2. customers 3. huge
E. WORD REFERENCE: (3 pts ; 1 pt each)
1. Hassan 2. Watson Engagement advisor 3. introducing Watson in Moroccan call centres
II. LANGUAGE (15 POINTS)
A. GAP FILLING: (2 pts; 1 pt each) 1. visiting 2. whose
B. CORRECT WORD FORM: (2 pts; 0.5 pt each) 1: voluntary - citizenship 2: apply 3: illiterate
C. GAP FILLING: (2 pts; 1 pt each) 1. made up 2. have
D. VERB TENSE: (2 pts; 1 pt each)
1. worked/ had worked/ had been working 2. will have retired
E. REWRITING SENTENCES: (3 pts; 1 pt each)
1. Many roads have been destroyed in the south of Morocco.
2. ... if she would drive/to drive the kids to school.
3. If Leila had bought a ticket early, she would/could have got/gotten a front seat.
F. FUNCTIONS: (2 pts; 0.5 pt each) 1: d 2: e 3: c 4: a
G. RESPONDING TO SITUATIONS: (2 pts; 1pt each) Accept any appropriate answer.
III. WRITING (10 POINTS) Task 1: (4 pts)
Task 2: (6 pts)
Scoring criteria for task 1 and 2
Relevance of content to the task
Paragraph organisation
Appropriateness and variety of vocabulary
Accuracy of grammar
Mechanics (spelling, punctuation, capitalisation)