1

Topic 1

Networking at the Workplace

1. Starting a conversation
a. Introduce yourself: You need to use the right words, smile
and eye contact
b. Introduce others: you need to mention the name and position
of those you are introducing.
c. Making small talk: chatting about things not related to
anything in particular. Do not talk about political, racial or
personal issues. Talk about holidays, weather etc. Start with
exploratory questions or statement to see whether person is
eager to talk.
2. Getting down to business
a. In conversing with people at your workplace, you will need to
describe your job and organisation. You need to project a
positive professional image of yourself and your
organisation.
b. You need to be familiar with the products or services that
your company specialise in.
c. The differences between sole proprietorship, partnership and
corporation.
Topic 2
1.

Basic telephone skills

Getting ready:
a. Before calling:
i. Think about a suitable time to call
ii. What is your objective/s of calling?
iii. Anticipate question from the other person
iv. Have pen and papers ready
v. Update yourself of the most recent conversation
vi. Desk calendar ready at hand
vii. Fax ahead if it is your first call
b. receiving calls
i. train staff to be:
1. brief

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2. clear
3. polite
c. telephone etiquette
i. answer phone promptly
ii. identify yourself right away
iii. use callers name
iv. resolve callers problem, if not pass on to another and
give reason why
v. sound positive
vi. reduce jargon
vii. speak at appropriate pace
viii. practise active listening
ix. end politely
d. Business calls: you need to save time by quickly asking
probing questions to get more information about the
telephone call. You need to:
i. Identify the problem
ii. Verify the product
iii. Determine if warranty applies
iv. Ascertain how the product has been used
v. Find out what steps have been taken to rectify the
problem
e. Common telephone words
i. Learn and use standard phrases used in phone calls
(p27)
f. Taking and leaving messages
i. Five simple steps
1. name
2. time and reason for call
3. make a request
4. leave number
5. end call
g. difficult calls: be professional in handling difficult calls.

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Topic 3
-

Discussions and meetings

Meetings are for exchanging information, discussion and make

decisions.

Each member need to contribute actively and be aware of the

appropriate expressions and functions.

Language in

Starting a meeting

meetings

Introducing the agenda

Stating objectives
Keeping the meeting moving
Closing the meeting

Why do you need to know all these?

Ideas in meetings need to be articulated tactfully, all the time showing
respect for the others. We want our message to be understood by
everyone.

Expressing

Forceful

opinions

Neutral
Tentative
This occur both when asking and giving opinions.
Why are there differences in giving opinions? Think

Expressing
agreement and
disagreement

about purpose/intention.
Strong
Neutral
Discussion will gain momentum as each responds
positively or negatively.

Making and requesting for suggestions during meetings are common.

Suggestions can be made strongly, neutrally or tentatively.

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Topic 4

Making Presentations

Making a presentation

page 64.
1. Why am I giving this presentations?
2. What do I hope to achieve?
3. What do the audience know about the
subject?
4. What visual aids can I use?
5. What do the audience need/expect?
6. What can I do to make my talk interesting?
- Structure of subject matter or the facts and

Planning

ideas. Arrangement of ideas to be presented.

Consider mind mapping, outlining and
organizational patterns.
- Structure of presentation, how to present it?
Consider audience awareness, opening lines,
visual aids and gestures.
Structuring subject matter
-

Gathering, collecting ideas and materials, brainstorming and

sorting it into logical sequences.

Brainstorming where theme is central and develops into many

branches.

Mind mapping

Outlining ideas arranged in linear fashion.

Organisational patterns:
- chronological
- spatial
- topical
- comparison-contrast
- cause-effect
- problem solution

Structuring the Presentation

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Audience awareness focus on the needs and temperament of

audience. You need to pitch your talk according to the
requirements of the talk.

Effective opening lines to create impression and capture

attention.

Appropriate visual aids help audience follow ideas closely, or

to drive home specific points.

Non-verbal communication posture, gestures, will create

indirect messages to the audience.

The Presentation proper

Topic 5

objective of presentation

simple, logical structure

strong opening

relevant examples

visual aids

enthusiastic

be sensitive to audience

listen carefully to questions

be polite
Business writing 1

The language of business writing

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1.

Communicating message without misinterpretation

Direct writing style / reader-friendly
Remember tone and clarity
sentence length and paragraphing

Words
i.
ii.
iii.

Choose familiar words, be concise and precise.

Avoid clichs and jargon unless familiar to reader.
Be aware of gender bias

Sentence
Readability (sentence length) and punctuation (adds clarity to
message). Vary length of sentence. Sentence usually between
15 to 20 words.
Paragraph
i.
coherence and cohesion. Structure paragraph properly.
ii.
organise ideas to suit the purpose:
a. to inform
b. to instruct
c. to persuade
Tone
i.
ii.
iii.
2.
5.2
1
2

Word choice and order of information set the tone.

Be courteous. Avoid imperatives.
Use logical connectors to help reader focus on intention and
purpose
Grammar: word order in sentences
Sentences should be complete

The format of business letters

Formal communication to elicit specific response
Essential parts are details of the communication
Parts of a letter
Letterhead
Info on the writer, the organization and its address.
Date
Between the letterhead and the inside address.
Inside address
After the date and before salutation. Contains name and address
of recipients.
Attention line
Below the last line of the inside address where a specific persons
name is mentioned.
Greeting
First name would be personal, inclusion of title before name would
be more formal.

Subject line
Identifies writers purpose
Body
Three parts including the opening and closing.
Complimentary close
Match the form at salutation.
Dear Sir/Madam..Yours faithfully
Dear..(name).Yours sincerely
Signature block
The signature, name and post.
Grammar: Singular and plural forms
Countable nouns
Uncountable nouns
Plural nouns
Layout
Full block layout all parts are aligned to the left.
Modified block layout (p93)
Senders address is at centre or aligned with the right hand margin.
The complimentary close and signature block will follow the
senders address position.
Modified block layout with indented paragraphs (p95)
Same as modified block except that each paragraph is indented
from the left hand margin.
Punctuation styles
Open style punctuation used in the body of letter.
Mixed style comma is placed after the greeting and after the
complimentary close.

Topic 6
1

Business writing 2

Good business letter

Well planned
Impress recipient of senders professional image and the
importance of such communication.
The seven checklists
1.
2.
3.
4.
5.
6.
7.

purpose of letter
what to say
jot down all ideas roughly
order all points
first draft
read the letter, think about purpose
rewrite

12 Types of letters

Good news letters

Neutral letters
The first two are for asking or giving information.
Bad news letters
As the label suggests!
See page 99
3

Order of information
Good news and neutral business letters.

Purpose identified in the opening paragraph

Place good news in the opening
State details of good news in middle paragraph
Close with statement of goodwill
Letter of enquiry
To ask for more info of product or service.
Neutral letter using good news letter format. p103

Letter for placing orders

After you are certain about the service or product that you
want.
p.102
Letter of Reply to an inquiry
Choice of using openings closing lines depend on purpose of
letter and relations between the sender and receiver. P104

Bad news letter

Telling unwelcome news

Must convey message and maintain recipients goodwill

Indirect order of information

Courteous opening
Explanation is provided first
Give the bad news
Close with positive paragraph
4

Resumes
-

Statement of all qualifications, experience, achievements, and

anything that would of relevance to the reader written positively.

Basic resume simple and short, for school-leavers.

Functional resume highlight skills and work experience. Job

functions of previous job will be highlighted.

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-

Specific resume for specific post where it will follow the criteria
set as advertised.

Chapter 8 Memos, e-mail and faxes

1.

Memorandum
Advantages of memo
-

Many people will get the same message.

Takes little time to write but will have reference number.

Detailed information can be presented logically and

accurately.

Internal, written business communication.

Less formal but a serious document.
Can be used for any number of reasons.
Format, style, and organization vary greatly.
Look at the overview of a memo P.149.
There are five types of memo:

2.

instruction

Request

Announcement

Transmittal

- Authorization
e-mail
Electronic communication via internet
What is netiquette?
Why would you need a layout to your e-mail if it is a formal
communication?
Minimum requirements
-

receivers name

senders name

subject

date

body

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3.

e-mail address

Faxes
Faxes are widely used today and more convenient because you only
need telephone lines.
The layout should contain:
-

cover sheet

confidential information

intended recipient

advise to sender

You need to attach a cover letter explaining about yourself and the
materials you are sending. Why?

Chapter 9:
9.1

Cover Letters and resumes

Cover Letter
o Normally used when writing letter of application where the cover letter
is the application letter, itself accompanied by resumes.
o 4 reasons why it is written (page 157).

9.1.1 Guidelines for writing a cover letter

o Opening - To draw readers attention of the job you are applying for.
o Middle - Persuasive to get the reader interested in you.
o Closing - Request for interview and leave contact
number/correspondence address.
9.1.2 Useful key phrases page 159
9.2

Resume
-

Statement of all qualifications, experience, achievements, and

anything that would of relevance to the reader written in
positively.

Basic resume simple and short, for school-leavers.

Functional resume highlight skills and work experience. Job

functions of previous job will be highlighted.

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-

Specific resume for specific post where it will follow the criteria
set as advertised.

Chapter 10: Business Reports

10.1

Planning and writing reports

-

Reports are to inform, provide background information, make

recommendations, a course of action etc.

10.2

Short report layout

-

Information placed for easy comprehension

Three types; formal report:

o Title page
o An introduction
o Sections with headings in the body
o Conclusions
o Attachments

letter and memo formats

Order of information dependent upon:

10.3

good news document

bad news document

persuasive document

direct approach

indirect approach

It should contain:

Purpose

Accurate and objective information

Clear and logical order of information

format

Types of Short Reports

-

Justification idea/action is presented and rationale is given.

Progress progress of a project and forecast its timetable for

the future.

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-

Periodic information given at regular intervals or over specific

periods.

In each one, the body and conclusion would be different as each

will serve different purpose.

10.4

Writing Long reports

-

They are written to provide comprehensive information and

expert opinion.

It will contain introduction, body, conclusions, and

recommendations.

10.4.1 Sequence to follow when writing a long report

-

Develop outline with main headings and sub-headings.

Start with purpose statement and introduction.

Main body

Draw conclusions and relate to purpose

Conclusions and recommendations

Optional parts preface, abstract, synopsis

References

Table of contents and table of graphics

Transmittal letter

Title page

10.4.2 Presentation
-

Arrangement of information on the page.

Content must be set out clearly.

Headings

Underlining

Indentation

Shading

Numbered lists or sections

Space between paragraphs, margins

Headers and footers

10.4.3 Parts of a long report

-

Front matter; title page, letter of transmittal and table of contents

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The body; introduction, discussion and analysis of findings,

development of ideas, conclusions, and recommendations

End matter; references, appendices

It must have three sections

Introductory statement of purpose, terms of reference

and scope.

Body research and analysis of findings, solutions

tendered. Sub-headings and numbering are used to show
clarity.

Final conclusions and recommendations

Language used should be objective.