# Starting a conversation (1) Introduce yourself: You need to use the

right words, smile and eye contact (2) Introduce others: you need to
mention the name and position of those you are introducing (!)"a#ing
small tal#: chatting a$out things not related to anything in particular %o
not tal# a$out political, racial or personal issues &al# a$out holidays,
weather etc Start with e'ploratory (uestions or statement to see whether
person is eager to tal#
# )etting down to $usiness (1) In conversing with people at your
wor#place, you will need to descri$e your *o$ and organisation You need
to pro*ect a positive professional image of yourself and your organisation
(2) You need to $e familiar with the products or services that your
company specialise in (!) &he differences $etween sole proprietorship,
partnership and corporation
&opic 2 +asic telephone s#ills
1 )etting ready:
a +efore calling:
i &hin# a$out a suita$le time to call
ii ,hat is your o$*ective-s of calling.
iii /nticipate (uestion from the other person
iv 0ave pen and papers ready
v 1pdate yourself of the most recent conversation
vi %es# calendar ready at hand
vii 2a' ahead if it is your first call
$ receiving calls
i train staff to $e:
1 $rief
2 clear
! polite
c telephone eti(uette
i answer phone promptly
ii identify yourself right away
iii use caller3s name
iv resolve caller3s pro$lem, if not pass on to another
and give reason why
v sound positive
vi reduce *argon
vii spea# at appropriate pace
viii practise active listening
i' end politely
d +usiness calls: you need to save time $y (uic#ly as#ing
pro$ing (uestions to get more information a$out the
telephone call You need to:
i Identify the pro$lem
ii 4erify the product
iii %etermine if warranty applies
iv /scertain how the product has $een used
v 2ind out what steps have $een ta#en to rectify the
pro$lem
e 5ommon telephone words
i 6earn and use standard phrases used in phone calls
(p27)
# &a#ing /nd 6eaving "essages 8 Simple Steps (1) name (2) time and
reason for call (!) ma#e a re(uest (9) leave num$er (8) end call
f difficult calls: $e professional in handling difficult calls
&opic ! %iscussions and meetings
- "eetings are for e'changing information, discussion and ma#e
decisions
- :ach mem$er need to contri$ute actively and $e aware of the
appropriate e'pressions and functions
6anguage in
meetings
Starting a meeting
Introducing the agenda
Stating o$*ectives
;eeping the meeting moving
5losing the meeting
,hy do you need to #now all these.
- Ideas in meetings need to $e articulated tactfully, all the time
showing respect for the others ,e want our message to $e
understood $y everyone
:'pressing
opinions
2orceful
<eutral
&entative
&his occur $oth when as#ing and giving opinions
,hy are there differences in giving opinions. &hin#
a$out purpose-intention
:'pressing
agreement and
disagreement
Strong
<eutral
%iscussion will gain momentum as each responds
positively or negatively
- "a#ing and re(uesting for suggestions during meetings are
common Suggestions can $e made strongly, neutrally or
tentatively
&opic 9 "a#ing =resentations
"a#ing a presentation page >9
1 ,hy am I giving this presentations.
2 ,hat do I hope to achieve.
! ,hat do the audience #now a$out the
su$*ect.
9 ,hat visual aids can I use.
8 ,hat do the audience need-e'pect.
> ,hat can I do to ma#e my tal#
interesting.
=lanning ? Structure of su$*ect matter or the facts and
ideas /rrangement of ideas to $e presented
5onsider mind mapping, outlining and
organi@ational patterns
? Structure of presentation, how to present it.
5onsider audience awareness, opening lines,
visual aids and gestures
Structuring su$*ect matter
- )athering, collecting ideas and materials, $rainstorming and
sorting it into logical se(uences
- +rainstorming A where theme is central and develops into
many $ranches
- "ind mapping
- Butlining A ideas arranged in linear fashion
- Brganisational patterns:
? chronological
? spatial
? topical
? comparison?contrast
? cause?effect
? pro$lem solution
Structuring the =resentation
- /udience awareness A focus on the needs and temperament
of audience You need to pitch your tal# according to the
re(uirements of the tal#
- :ffective opening lines A to create impression and capture
attention
- /ppropriate visual aids A help audience follow ideas closely,
or to drive home specific points
- <on?ver$al communication A posture, gestures, will create
indirect messages to the audience
&he =resentation proper
- o$*ective of presentation
- simple, logical structure
- strong opening
- relevant e'amples
- visual aids
- enthusiastic
- $e sensitive to audience
- listen carefully to (uestions
- $e polite
Topic 5 Business writing 1

The language of business writing
1.
5ommunicating message without misinterpretation
%irect writing style - reader?friendly
Cemem$er tone and clarity
sentence length and paragraphing
# ,ords (1) 5hoose familiar words, $e concise and precise (2)
/void clichDs and *argon unless familiar to reader (3) +e aware of
gender $ias
# Sentence :- Ceada$ility (sentence length) and punctuation (adds
clarity to message) 4ary length of sentence Sentence usually
$etween 18 to 2E words
Paragraph
i coherence and cohesion Structure paragraph properly
ii organise ideas to suit the purpose:
a to inform
$ to instruct
c to persuade
Tone
i ,ord choice and order of information set the tone
ii +e courteous /void imperatives
iii 1se logical connectors to help reader focus on intention
and purpose
2. ra!!ar: wor" or"er in sentences
Sentences should $e complete
5.2 The for!at of business letters
1
2ormal communication to elicit specific response
:ssential parts are details of the communication
2 Parts of a letter
6etterhead
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 5ontains name and
address of recipients
/ttention line
+elow the last line of the inside address where a specific
person3s name is mentioned
)reeting
2irst name would $e personal, inclusion of title $efore name
would $e more formal
Su$*ect line
Identifies writer3s purpose
+ody
&hree parts including the opening and closing
5omplimentary close
"atch the form at salutation
F%ear Sir-"adamGYours faithfullyH
F%ear(name)GGGYours sincerelyH
Signature $loc#
&he signature, name and post
3 # ra!!ar: #ingular an" plural for!s
(1) 5ounta$le nouns (2) 1ncounta$le nouns (!) =lural nouns
# $a%out
(1) 2ull $loc# layout
(2) "odified $loc# layout
(!) "odified $loc# layout with indented paragraphs
# Punctuation st%les
(1) Bpen style A punctuation used in the $ody of letter
(2) "i'ed style A comma is placed after the greeting and after the
complimentary close
Topic & Business writing 2
1 oo" business letter
,ell planned
Impress recipient of sender3s professional image and the
importance of such communication
&he seven chec#lists
1 purpose of letter
2 what to say
! *ot down all ideas roughly
9 order all points
8 first draft
> read the letter, thin# a$out purpose
7 rewrite
12 T%pes of letters
)ood news letters
<eutral letters
&he first two are for as#ing or giving information
+ad news letters
/s the la$el suggestsI
See page JJ
3 'r"er of infor!ation
)ood news and neutral $usiness letters
6etter of en(uiry
&o as# for more info of product or service
<eutral letter using good news letter format p1E!
6etter for placing orders
/fter you are certain a$out the service or product that you
want
p1E2
6etter of Ceply to an in(uiry
5hoice of using openings closing lines depend on purpose of
letter and relations $etween the sender and receiver =1E9
+ad news letter
&elling unwelcome news
"ust convey message and maintain recipient3s
=urpose identified in the opening paragraph
=lace good news in the opening
State details of good news in middle paragraph
5lose with statement of goodwill
goodwill
Indirect order of information
5ourteous opening
:'planation is provided first
)ive the $ad news
5lose with positive paragraph
( # )esu!es
(1) Statement of all (ualifications, e'perience, achievements, and
anything that would of relevance to the reader written positively
(2) +asic resume A simple and short, for school?leavers
(!) 2unctional resume A highlight s#ills and wor# e'perience Ko$
functions of previous *o$ will $e highlighted
(9) Specific resume A for specific post where it will follow the
criteria set as advertised
*hapter + ,e!os- e-!ail an" fa.es
1. ,e!oran"u!
/dvantages of memo
- "any people will get the same message
- &a#es little time to write $ut will have reference
num$er
- %etailed information can $e presented logically and
accurately
Internal, written $usiness communication
6ess formal $ut a serious document
5an $e used for any num$er of reasons
2ormat, style, and organi@ation vary greatly
6oo# at the overview of a memo =19J
&here are five types of memo:
- instruction
- Ce(uest
- /nnouncement
- &ransmittal
- /uthori@ation
2. # /-!ail
:lectronic communication via internet
,hat is neti(uette.
,hy would you need a layout to your e?mail if it is a formal
communication.
"inimum re(uirements
- receiver3s name
- sender3s name
- su$*ect
- date
- $ody
- e?mail address
3. # 0a.es
2a'es are widely used today and more convenient $ecause you only
need telephone lines
&he layout should contain:
(1) cover sheet (2) confidential information (!) intended recipient
(9) advise to sender
You need to attach a cover letter e'plaining a$out yourself and the
materials you are sending ,hy.
*hapter 1: *o2er $etters an" resu!es
J1 5over 6etter
o <ormally used when writing letter of application where the cover
letter is the application letter, itself accompanied $y resumes
o 9 reasons why it is written (page 187)
J11 )uidelines for writing a cover letter
o Bpening ? &o draw reader3s attention of the *o$ you are applying
for
o "iddle ? =ersuasive to get the reader interested in you
o 5losing ? Ce(uest for interview and leave contact
num$er-correspondence address
J12 1seful #ey phrases page 18J
J2 Cesume
- Statement of all (ualifications, e'perience, achievements,
and anything that would of relevance to the reader written in
positively
- +asic resume A simple and short, for school?leavers
- 2unctional resume A highlight s#ills and wor# e'perience
Ko$ functions of previous *o$ will $e highlighted
- Specific resume A for specific post where it will follow the
criteria set as advertised
*hapter 13:Business )eports
1E1 =lanning and writing reports
- Ceports are to inform, provide $ac#ground information,
ma#e recommendations, a course of action etc
1E2 Short report layout
- Information placed for easy comprehension
- &hree typesL formal report:
o &itle page
o /n introduction
o Sections with headings in the $ody
o 5onclusions
o /ttachments
- letter and memo formats
- Brder of information dependent upon:
good news document
$ad news document
persuasive document
direct approach
indirect approach
- It should contain:
=urpose
/ccurate and o$*ective information
5lear and logical order of information
format
1E! &ypes of Short Ceports
- Kustification A idea-action is presented and rationale is given
- =rogress A progress of a pro*ect and forecast its timeta$le for
the future
- =eriodic A information given at regular intervals or over
specific periods
- In each one, the $ody and conclusion would $e different as
each will serve different purpose
1E9 ,riting 6ong reports
- &hey are written to provide comprehensive information and
e'pert opinion
- It will contain introduction, $ody, conclusions, and
recommendations
1E91Se(uence to follow when writing a long report
- %evelop outline with main headings and su$?headings
- Start with purpose statement and introduction
- "ain $ody
- %raw conclusions and relate to purpose
- 5onclusions and recommendations
- Bptional parts A preface, a$stract, synopsis
- Ceferences
- &a$le of contents and ta$le of graphics
- &ransmittal letter
- &itle page
1E92=resentation
- /rrangement of information on the page
- 5ontent must $e set out clearly
0eadings
1nderlining
Indentation
Shading
<um$ered lists or sections
Space $etween paragraphs, margins
0eaders and footers
1E9!=arts of a long report
- 2ront matterL title page, letter of transmittal and ta$le of
contents
- &he $odyL introduction, discussion and analysis of findings,
development of ideas, conclusions, and recommendations
- :nd matterL references, appendices
- It must have three sections
Introductory A statement of purpose, terms of
reference and scope
+ody A research and analysis of findings, solutions
tendered Su$?headings and num$ering are used to
show clarity
2inal A conclusions and recommendations
- 6anguage used should $e o$*ective