Topic 1

Networking at the Workplace a. Introduce yourself: You need to use the right words, s ile and eye contact !. Introduce others: you need to of those you are introducing. c. "aking s all talk: chatting a!out things not related to anything in particular. #o not talk a!out political, racial or personal issues. Talk a!out holidays, weather etc. Start with e$ploratory %uestions or state ent to see whether person is eager to talk. ention the na e and position

1. Starting a conversation

&. 'etting down to !usiness a. In conversing with people at your workplace, you will need to descri!e your (o! and organisation. You need to pro(ect a positive professional i age of yourself and your organisation. !. You need to !e fa iliar with the products or services that your co pany specialise in. c. The differences !etween sole proprietorship, partnership and corporation. Topic & 1. )asic telephone skills 'etting ready: a. )efore calling: i. Think a!out a suita!le ti e to call ii. What is your o!(ective*s of calling+ iii. ,nticipate %uestion fro v. .pdate yourself of the the other person ost recent conversation iv. -ave pen and papers ready vi. #esk calendar ready at hand vii. /a$ ahead if it is your first call !. receiving calls i. train staff to !e: 1. !rief

&. clear 0. polite c. telephone eti%uette i. answer phone pro ptly ii. identify yourself right away iii. use caller1s na e iv. resolve caller1s pro!le , if not pass on to another and give reason why v. sound positive vi. reduce (argon vii. speak at appropriate pace viii. practise active listening i$. end politely d. )usiness calls: you need to save ti e !y %uickly asking pro!ing %uestions to get i. Identify the pro!le ii. 2erify the product iii. #eter ine if warranty applies iv. ,scertain how the product has !een used v. /ind out what steps have !een taken to rectify the pro!le e. 3o on telephone words i. 4earn and use standard phrases used in phone calls 5p&67 f. Taking and leaving 1. na e &. ti e and reason for call 0. ake a re%uest 8. leave nu !er 9. end call g. difficult calls: !e professional in handling difficult calls. essages i. /ive si ple steps ore infor ation a!out the telephone call. You need to:

Topic 0 : :

#iscussions and

eetings ake

"eetings are for e$changing infor ation, discussion and decisions. ;ach

e !er need to contri!ute actively and !e aware of the Starting a eeting

appropriate e$pressions and functions. 4anguage in eetings

Introducing the agenda Stating o!(ectives <eeping the 3losing the eeting eeting oving

Ideas in everyone.

Why do you need to know all these+ eetings need to !e articulated tactfully, all the ti e showing essage to !e understood !y

respect for the others. We want our ;$pressing opinions /orceful Neutral Tentative

This occur !oth when asking and giving opinions. Why are there differences in giving opinions+ Think ;$pressing agree ent and disagree ent a!out purpose*intention. Strong Neutral #iscussion will gain o entu as each responds positively or negatively. : "aking and re%uesting for suggestions during Suggestions can !e eetings are co on.

ade strongly, neutrally or tentatively.

Topic 8

"aking =resentations page >8. 1. Why a I giving this presentations+ &. What do I hope to achieve+ 0. What do the audience know a!out the su!(ect+ 8. What visual aids can I use+ 9. What do the audience need*e$pect+ >. What can I do to ake y talk interesting+ : Structure of su!(ect atter or the facts and ideas. ,rrange ent of ideas to !e presented. 3onsider ind apping, outlining and organi?ational patterns. : Structure of presentation, how to present it+ 3onsider audience awareness, opening lines, visual aids and gestures.

"aking a presentation

=lanning

Structuring su!(ect : : : : :

atter aterials, !rainstor ing and any

'athering, collecting ideas and sorting it into logical se%uences.

)rainstor ing @ where the e is central and develops into !ranches. "ind apping Autlining @ ideas arranged in linear fashion. Arganisational patterns: : chronological : spatial : topical : co parison:contrast : cause:effect : pro!le solution

Structuring the =resentation

,udience awareness @ focus on the needs and te pera ent of audience. You need to pitch your talk according to the re%uire ents of the talk.

: : :

;ffective opening lines @ to create i pression and capture attention. ,ppropriate visual aids @ help audience follow ideas closely, or to drive ho e specific points. Non:ver!al co indirect unication @ posture, gestures, will create essages to the audience.

The =resentation proper : : : : : : : : : Topic 5 o!(ective of presentation si ple, logical structure strong opening relevant e$a ples visual aids enthusiastic !e sensitive to audience listen carefully to %uestions !e polite Business writing 1

The language of business writing

1. 3o unicating essage without isinterpretation #irect writing style * reader:friendly Be e !er tone and clarity sentence length and paragraphing 3hoose fa iliar words, !e concise and precise. ,void clichCs and (argon unless fa iliar to reader. )e aware of gender !ias

Words i. ii. iii.

Sentence Beada!ility 5sentence length7 and punctuation 5adds clarity to essage7. 2ary length of sentence. Sentence usually !etween 19 to &D words. Paragraph i. coherence and cohesion. Structure paragraph properly. ii. organise ideas to suit the purpose: a. to infor !. to instruct c. to persuade Tone i. ii. iii. 2. 5.2 1 2 Word choice and order of infor ation set the tone. )e courteous. ,void i peratives. .se logical connectors to help reader focus on intention and purpose Grammar: word order in sentences Sentences should !e co plete

The format of business letters /or al co unication to elicit specific response ;ssential parts are details of the co unication Parts of a letter 4etterhead Info on the writer, the organi?ation and its address. #ate )etween the letterhead and the inside address. Inside address ,fter the date and !efore salutation. 3ontains na e and address of recipients. ,ttention line )elow the last line of the inside address where a specific person1s na e is entioned. 'reeting /irst na e would !e personal, inclusion of title !efore na e would !e ore for al.

Su!(ect line Identifies writer1s purpose )ody Three parts including the opening and closing. 3o pli entary close "atch the for at salutation. E#ear Sir*"ada F..Yours faithfullyG E#ear..5na e7FFF.Yours sincerelyG Signature !lock The signature, na e and post. Grammar: Singular and plural forms 3ounta!le nouns .ncounta!le nouns =lural nouns "a#out /ull !lock layout @ all parts are aligned to the left. "odified !lock layout 5pH07 Senders address is at centre or aligned with the right hand argin. The co pli entary close and signature !lock will follow the sender1s address position. "odified !lock layout with indented paragraphs 5pH97 Sa e as odified !lock e$cept that each paragraph is indented fro the left hand argin. Punctuation st#les Apen style @ punctuation used in the !ody of letter. "i$ed style @ co a is placed after the greeting and after the co pli entary close. Business writing 2

Topic $ 1

Good business letter Well planned I press recipient of sender1s professional i age and the i portance of such co unication. The seven checklists 1. &. 0. 8. 9. >. 6. purpose of letter what to say (ot down all ideas roughly order all points first draft read the letter, think a!out purpose rewrite

1 2

T#pes of letters 'ood news letters

Neutral letters The first two are for asking or giving infor ation. )ad news letters ,s the la!el suggestsI See page HH %rder of information 'ood news and neutral !usiness letters. =urpose identified in the opening paragraph =lace good news in the opening State details of good news in iddle paragraph 3lose with state ent of goodwill

4etter of en%uiry To ask for ore info of product or service. Neutral letter using good news letter for at. p1D0

4etter for placing orders ,fter you are certain a!out the service or product that you want. p.1D& 4etter of Beply to an in%uiry 3hoice of using openings closing lines depend on purpose of letter and relations !etween the sender and receiver. =1D8

)ad news letter Telling unwelco e news "ust convey essage and

aintain recipient1s goodwill

Indirect order of infor ation 3ourteous opening ;$planation is provided first 'ive the !ad news 3lose with positive paragraph ! &esumes : State ent of all %ualifications, e$perience, achieve ents, and anything that would of relevance to the reader written positively.

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)asic resu e @ si ple and short, for school:leavers. /unctional resu e @ highlight skills and work e$perience. Jo! functions of previous (o! will !e highlighted. Specific resu e @ for specific post where it will follow the criteria set as advertised.

'hapter ( )emos* e+mail and fa,es

1. )emorandum ,dvantages of e o : : : "any people will get the sa e essage. Takes little ti e to write !ut will have reference nu !er. #etailed infor ation can !e presented logically and accurately. Internal, written !usiness co unication. 4ess for al !ut a serious docu ent. 3an !e used for any nu !er of reasons. /or at, style, and organi?ation vary greatly. 4ook at the overview of a There are five types of : : : : : 2. e+mail ;lectronic co instruction Be%uest ,nnounce ent Trans ittal ,uthori?ation unication via internet e o =.18H. e o:

What is neti%uette+ Why would you need a layout to your e: ail if it is a for al co unication+ re%uire ents : : receiver1s na e sender1s na e "ini u

: : : .

su!(ect date !ody

: e: ail address -a,es /a$es are widely used today and need telephone lines. The layout should contain: : : : : cover sheet

ore convenient !ecause you only

confidential infor ation intended recipient advise to sender

You need to attach a cover letter e$plaining a!out yourself and the aterials you are sending. Why+

'hapter .: H.1

'o/er "etters and resumes

3over 4etter o Nor ally used when writing letter of application where the cover letter is the application letter, itself acco panied !y resu es. o 8 reasons why it is written 5page 1967.

H.1.1 'uidelines for writing a cover letter o Apening : To draw reader1s attention of the (o! you are applying for. o "iddle : =ersuasive to get the reader interested in you. o 3losing : Be%uest for interview and leave contact nu !er*correspondence address. H.1.& .seful key phrases page 19H H.& Besu e : State ent of all %ualifications, e$perience, achieve ents, and anything that would of relevance to the reader written in positively.

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)asic resu e @ si ple and short, for school:leavers. /unctional resu e @ highlight skills and work e$perience. Jo! functions of previous (o! will !e highlighted. Specific resu e @ for specific post where it will follow the criteria set as advertised.

'hapter 10: Business &eports 1D.1 =lanning and writing reports : 1D.& Beports are to infor , provide !ackground infor ation, reco : : endations, a course of action etc. ake

Short report layout Infor ation placed for easy co prehension Three typesK for al report: o Title page o ,n introduction o Sections with headings in the !ody o 3onclusions o ,ttach ents : : letter and e o for ats Arder of infor ation dependent upon: : good news docu ent !ad news docu ent persuasive docu ent direct approach indirect approach =urpose ,ccurate and o!(ective infor ation 3lear and logical order of infor ation for at

It should contain:

1D.0

Types of Short Beports : Justification @ idea*action is presented and rationale is given.

: : : 1D.8

=rogress @ progress of a pro(ect and forecast its ti eta!le for the future. =eriodic @ infor ation given at regular intervals or over specific periods. In each one, the !ody and conclusion would !e different as each will serve different purpose.

Writing 4ong reports : : They are written to provide co prehensive infor ation and e$pert opinion. It will contain introduction, !ody, conclusions, and reco : : : : : : : : : : : : endations. ain headings and su!:headings.

1D.8.1 Se%uence to follow when writing a long report #evelop outline with "ain !ody #raw conclusions and relate to purpose 3onclusions and reco Beferences Ta!le of contents and ta!le of graphics Trans ittal letter Title page ,rrange ent of infor ation on the page. 3ontent ust !e set out clearly. -eadings .nderlining Indentation Shading Nu !ered lists or sections Space !etween paragraphs, -eaders and footers argins endations Aptional parts @ preface, a!stract, synopsis Start with purpose state ent and introduction.

1D.8.& =resentation

1D.8.0 =arts of a long report

: : : :

/ront

atterK title page, letter of trans ittal and ta!le of contents endations

The !odyK introduction, discussion and analysis of findings, develop ent of ideas, conclusions, and reco ;nd It atterK references, appendices Introductory @ state ent of purpose, ter s of reference and scope. )ody @ research and analysis of findings, solutions tendered. Su!:headings and nu !ering are used to show clarity. /inal @ conclusions and reco endations ust have three sections

4anguage used should !e o!(ective.