1. Define 'small talk' and state what you can talk about when making small talk.

(May 2011) # When netwo king with business !a tne s and ! ofessionals at the wo k!lace" sometimes we need to engage in small talk. What to!ics can we talk about when making small talk# $nd what to!ics a e not su!!osed to be touched u!on# (%anua y 2012) &mall talk may be defined as chatting about things not di ectly elated to the business at hand. 'olidays" t a(el t affic" !ublic t ans!o tation and ente tainment a e among the daily chat issues. )nte ests that may ha(e in common can also be a to!ic of con(e sation. # *o!ics a e not su!!osed to be touched u!on o +no,no+ a eas. /olitics and eligion. . Details of the family may also be conside ed too !e sonal" es!eciallyin the wo k!lace. 2. *he aim of a sho t e!o t is to !lace info mation on a !age that is easily seen and unde stood. &tate 0123 cha acte istics of a sho t e!o t. (May 2011) $ good sho t e!o t should contain the following cha acte istics4 . . . . $ clea indication of you !u !ose$ccu ate and ob5ecti(e info mation$ suitable o de ing of info mation$!! o! iate fo matting.

6. When w iting an email" why is eti7uette im!o tant to both the sende and the eci!ient# (May 2011) )t maintains and ! omotes goodwill between the w ite and the eci!ient. 8. 0o an effecti(e ! esentations" we need to conside a numbe of diffe ent as!ects. &tate 0123 of the most common as!ects of inte !e sonal communication to be taken into conside ation when ! e!a ing fo a ! esentation. (May 2011) . $udience $wa eness . 9ffecti(e 1!ening :ines . $!! o! iate ;isual $ids . <on,(e bal communication =. 2sing a!! o! iate ad(e bs" w ite 0123 sentences that show changes in 7uantity of

5ou nal a ticles downloaded f om the 12M Digital :ib a y f om %anua y to $! il.

(May 2011) )n 0eb ua y" 5ou nal a ticles downloaded f om the 12M Digital :ib a y steadilyinc eased u! to 100> com!a ed to less than 20> in %anua y. ?ut it slightlydec eased to @0> in Ma ch and continued sha !ly fall to 20> in $! il.

A. $ memo is a fo m of w itten business communication" which is !assed a ound within a com!any. &tate 0123 !u !oses of a memo. (&e!tembe 2011) . Bommunicates info mation . 9C!lains ! ocedu es . $nnounces changes . Makes e7uests . Bonfi ms esults . 1ffe s ad(ice D. ?elow is an eCt act f om a lette of com!laint f om a dissatisfied custome to the sto e manage . Bhoose the co ect wo d f om the list of wo ds gi(en to fill in the ga!s. (&e!tembe 2011) . wo king" t ouble" defecti(e" !u chase" e!ai ed" eg et" wa anty" honest ) was !e suaded by you salesman" %ohn to (a) !u chase the Eochi /a!e &h edde . ) (b) eg et to info m you that ) ha(e had nothing but (c) t ouble with it e(e since.

$s it was still unde (d) wa anty" ) etu ned it to you sto e on two occasions fo ad5ustments. 2nfo tunately" it is still not (e) e!ai ed (e y well. ) am af aid the sh edde is (f) defecti(e. *o be (g) honest" ) am not ! e!a ed to ha(e it (h) wo kingfo the thi d time. ) would (e y much a!! eciate it if you could send me a e!lacement without delay.

F. *hese sentences a e often used when e7uesting fo info mation o an action to be

2

done. 9ach sentence contains a mistake o a missing wo d. )dentify the mistakes o the missing wo ds and ew ite the sentences. (&e!tembe 2011)

(a) Bould you !lease e!eat that again# . Bould you !lease e!eat that# (b) &o y" he not in ight now. /lease come back late . . &o y" he is not in ight now. /lease come back late . (c) Would you telling me what eCactly is the ! oblem# . Would you mind telling me what eCactly is the ! oblem# (d) Bould you !lease tell me the cou ses that a(ailable# . Bould you !lease telling me the cou ses that a(ailable# (e) ) af aid ) didn't get that. Ban you say it again" !lease# . )'m af aid ) didn't get that. Ban you say it again" !lease# (f) ) wonde if you mind checking the e's a class on &unday. . ) wonde if you mind checking if the e's a class on &unday. (h) &o y" ) didn't hea d what you said. . &o y" ) didn't hea what you said.

@. 9lect onic communication is one of the fastest g owing communication t ends in the wo ld today. With efe ence to neti7uette" identify 0123 do's and don'ts when it comes to w iting emails. (&e!tembe 2011)

(a) Do's . ?e !olite and ci(il . Eee! email sho t and b ief . 3es!ect ! i(acy . &tay on to!ic . 3e!ly ! om!tly (b) Don't . 2se ca!ital lette s (shouting) . /ost flame bait . 2se emotional language

. &end out unsolicited mass e,mails . Blaim e,mail as u gent when we a e not 10. When sending a esume you also need to attach a co(e lette . &tate 0123 functions of a co(e lette . (&e!tembe 2011) . D aw attention to ele(ant 7ualifications and wo k eC!e iences listed in the esume. . Make a match between what you ha(e to offe and the !otential em!loye 's needs . /e suade you !otential em!loye to conside you a!!lication ca efully. . &u!!o t you e7uest fo an inte (iew.

11. What is the diffe ence between 5ustifications e!o t and ! og ess e!o t# 9C!lain. (%anua y 2012) (a) %ustifications 3e!o t *his e!o t highlights a cou se of action o ideas" and then ! esents e(idence to su!!o t why something should" o has been done. ?asically" the fo mat is as follows4 . )nt oduction , / esents !u !ose of e!o t and desc ibes ! o!osal G cou se of action. . ?ody , Desc ibes the ! esent situation" need fo change" costs and benefits. . Bonclusion , 9(aluates changes and ! o(ides ecommendations. (b) / og ess 3e!o t *his e!o t ! o(ides info mation on the ! og ess of a ! o5ect and fo ecasts futu e de(elo!ment. . )nt oduction , )dentifies the e!o t's !u !ose with a sub5ect line and desc ibes the cu ent status of the ! o5ect. . ?ody , / esents !ositi(e featu es of o!e ation" desc ibes ! oblems that a ose and how they we e sol(ed" and includes schedule and costs. . Bonclusion , /oints to the futu e. 12. )n fo mal lette s" wo ds that a e used must be sim!le and concise. *he aim should be to communicate clea ly with the eade . Bhange the lines below into sim!le (!lain) 9nglish. (%anua y 2012) (a) /lease be ad(ised that the goods will be deli(e ed in two batches. . *he goods will be deli(e ed in two batches. (b) Hou kind emittance of the !ayment... . /lease !ost you !ayment ... (c) 9nclosed he ewith a e the documents. . 9nclosed a e the documents. (d) We would like to efe the matte to you good self.

. /lease efe the matte . 16. Hou a e asked to ing a local flo ist to o de a bou7uet of oses fo manage 's office. When you call" you hea a eco ded message which says" +Ilam 0lo ist. *hank you fo you call. *he sho! is closed fo lunch. )f you wish to lea(e a message" it will be dealt with afte 2.00!.m. /lease lea(e you name" add ess and tele!hone numbe to be contacted. /lease begin you message afte the bee!...+ W ite down you message clea ly and concisely. (%anua y 2012) Iood afte noon. *his is <u ul :iana f om 0lamingo 9nte ! ise. My contact numbe is 012,68=ADF@. ) would like to o de a bou7uet of oses fo the manage 's office togethe with a g eeting ca d that dis!lay +Welcome ?ack+. /lease send the o de to 0lamingo 9nte ! ise" 18FA,?" /antai ) ama" ?achok. *hank you. 18. *he e a e many ty!es of g a!hic aids. :ist 0ou ty!es of g a!hic aids. (%anua y 2012) *he most common ty!es of g a!hic aids a e ba g a!hs" !ictog a!hs" line g a!hs" !ie g a!hs" o ganisation cha ts" flowcha ts" line d awings" cutaway d awings and !hotog a!hs. 1=. *he eC! essions below a e used to desc ibe t ends of a g a!h. W ite 1<9 sentence fo each of the eC! essions below4 (a) sha ! fall (b) inc eased (&e!tembe 2012) (a) +)n Ma ch" the ! ice of gold had a sha ! fall.+ (b) +'owe(e " it inc eased steadily in $! il.+ 1A. Desc ibe *W1 functions of a Iantt cha t. (&e!tembe 2012) $ Iantt cha t is used fo scheduling and t acking key e(ents that a e necessa y to com!lete a ! o5ect. $ Iantt cha t shows the ste!s in(ol(ed in a ! o5ect and thei elationshi!s o(e time.

1D. Bhoosing the ight wo ds is c ucial to lette w iting. Why is it so# (&e!tembe 2012)

&electing the ight wo ds will cont ibute to a cou teous tone and offe g eate cla ify. )t is bette to use wo ds that a e familia to the eade " concise" ! ecise and get to the !oint 7uickly.

1F. $ 'bad news' lette communicates unwelcome news to the eade . )dentify 0123 ste!s

to be conside ed when o ganiJing info mation in bad news lette s.

(a) 1!en with a cou teous o!ening" (b) 9C!lain the situation fully" (c) &tate the bad news" (d) Blose with a !ositi(e !a ag a!h.

1@. ?elow a e !h ases commonly used when taking o lea(ing tele!hone messages. Ban you think of othe !h ases#

(a) 1ffe ing to take a message e.g Would you like to lea(e a message# . Bould ) take a message" !lease# . Bould ) ha(e you name and contact numbe " !lease# (b) :ea(ing a message e.g Ban ) lea(e a message fo M K# . Bould you ask K to call me back !lease# Bould you ask him to call me at ...#