nota workplace

8/14/2019 nota workplace

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nota workplace oum:

CHAPTER 7

Graphics Aids in Business Communication

-The most common types of graphic aids are bar graphs, pictographs, line

graphs, pie graphs,

organization charts, flowcharts, line rawings, cutawa! rawings, an

photographs"

Tables

-presenting numerical data.

-presenting lots of data and for giving absolute values when precision is very

important.

#ar $raphs

A bar graph uses bars of equal width in varying lengths to represent

a comparison of items at one particular time

a comparison of items over time

changes in one item over time or

a comparison of portions of a single item.

-hori!ontal and vertical a"es-two elements

-useful to understand overall trends and comparisons.

-either a vertical or hori!ontal direction.

-appear on both sides of the a"is to indicate positive and negative quantities.

-cannot represent e"act quantities

Pictographs

-a variation of a bar graph that uses symbols to illustrate specific quantities of

items.

-shows the changes in particular items over a period of time.

-cannot adequately represent e"act figures or fractions.

%ine $raphs

-uses a line between the hori!ontal and vertical a"es to show changes in the

relationship between the elements represented by the two a"es.


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CHAPTER &

A resume is a summary or inventory of your qualifications and e"perience.

Contains of resume

education

training and s$ills

e"perience and

achievements

-should not include personal information-marital status- date of birth

'esumes help employers

become familiar with a potential employee*s wor$ and education prior to the

interview

by serving as a reminder# after an interview# of an employee*s assets and

screen out unqualified applicants in a highly competitive mar$etplace.


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Claire +opes

, alan &ang +e$iu

/0122 3ela$a# 3alaysia

(tanley Tong 44 %ovember 1225

6roduct 3anager

7+T89

+ot 0# :ndustrial 8state

;2122 (hah Alam#

(elangor

Application for the post of Customer (ervice 'epresentative


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CHAPTER '

e"amples of language e"pressions that can be used at different stages of meeting or

discussion.

@a (tarting a meeting

>ell# ladies and gentlemen# : thin$ we should begin

:f everyone is here# we can start

(hall we start

@b :ntroducing the agenda

Today we need to tal$ about

+et us loo$ at the first item on the agenda

The first item on the agenda is.

@c (tating ob)ectives

The purpose of this meeting is# first# to ... and secondly to... .

The main ob)ective of our meeting is ...@d 7eeping the meeting moving

Could you tell us more about

(hall we continue

@e Closing the meeting


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: feelF believe that..

:n my opinion F view

3y opinion is that..

3y point of view is

>ays of 8"pressing Agreement

(trong

: quite agree.---?es# definitely.----:Dm in complete agreement.---8"actly.----

6recisely.

%eutral

agree.-----?ouDre right there----.thin$ you are right.----ThatDs true.----ThatDs right.


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CHAPTER () *A+-$ A PRE.E-TAT/-:

sort out your ideas and the relevant information

plan your tal$ carefully

--6lan AHthe structure of content# that is# the arrangement of the

ideas and facts

--6lan BHthe structure of the presentation# that is# how you are going to present

your

sub)ect matter.

techniques to structure your ideas.

-mind mapping#-- outlining --- using specific organisational patterns.

0a1 *in mapping


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@vi 6roblem-solution order

Ior this structure# your tal$ will focus on a sequence of problems and their

respective solutions.

E3amine the presentation

;.1.1 (tructure of 6resentation

@a Audience awareness

@b 8ffective opening lines

@c Appropriate visual aids

@d %on-verbal communication


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CHAPTER 4)THE %A-$2A$E /5 #2.-E.. 6RT-$:

factors will improve the effectiveness of business communication.

4"" Choice of 6ors

-choose the familiar words

-be concise ---get to the point ---avoid using cliches ---)argon is unnecessary

----use non se"ist language.

4""8 .entence .tructure

:mportant part --- readability and punctuation.

--short sentences J easier to read J communicate the message more clearly.

--Ksing a variety of sentence lengths helps to improve the flow of ideas.

--$eep sentences within a length of between 40 and 12 words

--the use of proper punctuation helps the reader pause.

4""' Paragraph .tructure

---The coherence and cohesion of your writing will depend not only on your choice

of

words and sentence structure# but also on how well you construct your paragraphs

---Business writing generally has three functions# namelyE

to inform

to instruct and

to persuade.

Therefore# it is important to organi!e your ideas to suit your purpose of

communication.

4""( Tone

---8ffective business communication depends on choice of words and order of

information

in paragraphs to convey the right tone

--:t is important to be courteous at all times.

--have your customerDs goodwill at all times

--Avoid using imperatives

--Add please to sound more polite

-- sentences in each paragraph must have a logical developmentL---howeverD#

LwhileD# LthereforeD

--connectors such as# and LasD will help to ma$e a te"t more coherent.


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0. 1.G'A33A'E (:%GK+A' A%< 6+K'A+ I='3(

0.,.4 Countable %ouns

Countable nouns have the following featuresE

are individual things# people and placesE a diary# a memo# a letter# a photo# a

receptionist# a factory

are units of measurement such as a metre# a mile# a $ilo# a pound# a litre# a gallon

are used with a F an

can be used in the plural @diaries# memos and

follow words such as many# these# several# few# a number of.

0.,.1 Kncountable %ouns

@a Kncountable nouns includeE

substancesE gas# glass# gold# iron# oil# plastic# water many abstract ideasE health# humour# profitability# progress# relevance# safety and

verbal nounsE brainstorming# )ob-sharing# restructuring# shopping# timing.

@b Kncountable nounsE

do not ta$e the when used in the general sense @e.g. %=T the travel broadens the

mind

ta$e the singular form of the verb and

are placed after words li$e much# a little# a great deal of.

0.,., 6lural %ouns

&ere are some rules on how to change a noun to the plural form.

@a >e add Js to form the plural of most nouns. :f the noun ends in Js# J"# or Jch

or Jsh#

we add Jes e.g.

letters# minutes# classes# bo"es# bunches# crashes

@b :f the final consonant of a noun is followed by Jy# it is changed into Jies e.g.

industries# deliveries

@c There are nouns which only occur in the plural -- 8arnings --- headquarters.H

goods-- premises--than$s ---wor$s--outs$irts

@d (ingular nouns ending in Js Js but are not pluralE news--- 6olitics--- 8conomics


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0.;. +A?=KT

The layout helps to create a good impression of the company you are

representing. The three main types of layout areE

@a Iull bloc$ layout.

@b 3odified bloc$ layout.

@c 3odified bloc$ layout with indented paragraphs.

0.0 6K%CTKAT:=% (T?+8(

There are two styles of punctuating a business letter# namelyE

@a the open style and

@b the mi"ed style.

The open style does not use punctuation e"cept in the body of the letter @see

8"ercise 5.1.

The mi"ed style places a comma after the greeting and after the complimentaryclose# e.g.

M


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0a1 %etter of n=uir!

A letter of inquiry is written when we need to as$ for more information concerning

a product or service that interests us.

ac$son Beare

1012 Qisit Avenue Technology 6ar$

;0,12 Bu$it alil#

(elangor 41

(eptember 1225

?ong Brothers

,; alan 11F4;B#

;4122 6etaling aya#

(elangor

To >hom :t 3ay ConcernE

>ith reference to your advertisement in yesterdayDs %ew ohor Times# could you

please send me a copy of your latest catalogue : would also li$e to $now if it is

possible to ma$e purchases online.

?ours faithfullyac$son Beare


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0b1 %etter for Placing /rers

A letter of order is written when you are certain about the items or service you

require.

(ample +etter J 6lacing an =rder

@+etterhead

1, (eptember 1225

3r. ac$ Chia#

A O/O0

ould you please send me the following boo$s via C=


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0c1 %etter of Repl! to an in=uir!

A +etter 'eplying to an :nquiry

Than$ you for ta$ing an interest in our ban$. As one of the leaders in this

industry#we can assure you that our products and our services will not disappoint

you.

: would li$e to ta$e this opportunity to briefly set forth our terms and conditions

for maintaining an open account with our firm. :nvoices are payable within ,2 days

of receipt# with a 1R discount available if your payment is remitted within ten @42

days of receipt. >e consider this incentive an e"cellent opportunity for our

customers to increase their profit margin# and therefore encourage the use of this

discount privilege whenever possible. >e do# however# require that our invoices be

paid within the specified time for our customers to ta$e advantage of this 1R

discount.

At various times throughout the year we may offer our customers additional

discounts on our products. :n determining your cost in this case# you must apply

your special discount first# and then calculate your 1R discount for early payment.

As the credit manager# : will be happy to answer any questions you may have

regarding your new account. : can be reached at the above number. >elcome to

our family of customers.


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5.;.1 Bad %ews +etter convey bad news to the reader

written for the following reasonsE

refuse credit

refuse a request

decline to spea$ at a function

notify an unsuccessful )ob applicant and

e"plain inability to fulfil an order.

?ou may use the following order of informationE

=pen with a courteous opening.

8"plain the situation fully.

(tate the bad news.

Close with a positive paragraph.

5 .;., 6ersuasive +etters

--written to influence the reader in some way. :t aims to persuade the reader to buy

a product# pay an overdue account# or to consider an application for wor$.

AttentionH:nterestHriterDs strategy 'eaderDs response

4. Kse attention-getting devices 6ays attention to the topic

1. Appeal to the readerDs self-interest 8"presses interest in the topic

,. 'aise awareness of the need to &as the desire to ta$e action

ta$e the action

;. (how how to ta$e action Ta$es the desired action


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CHAPTER >)*emos, E?*ails an 5a3es:

-A memo H or memorandumH is a form of written business communication.

-3emos are passed internally# within a company.

-They rarely go out to clients.

-A government department may use them to communicate with other government

departments or authorities.

-:t is less formal than a letter but is still regarded as a serious document#

And is almost always carefully filed.

.4.4 Advantages of a 3emo

There are several advantages of a memo as detailed by the following.

The same message is communicated accurately to many people at the same time.

:t ta$es little time to construct because it is informal yet provides a written recordfor

filing and reference.

:t allows the writer to convey detailed or difficult information logically and

accurately.

:t can indicate# by a company letterhead# that it is an internal piece of

communication

and part of company procedures.

.4.1 =verview of 6arts of a 3emo

&eadings @To# Irom#


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I:Q8 T?68( =I 383=

The five types of routine memos areE

@a :nstruction memo

@b 'equest memo

@c Announcement memo

@d Transmittal memo

@e Authori!ation memo

E?*A%.

8lectronic communication is one of the fastest growing communication trends in

the

world today. The electronic mail is a facility which enables an individual to create

a

message within a mail application on a computer# and then# with the push of abutton#

send it to the electronic mail bo" of another individual. :t is sent via intranet @+A%

and

via the >orld >ide >eb @www.

.;.4 %etiquette

%etiquette refers to etiquette on the net. :t maintains and promotes goodwill

between thewriter and the receiver. A professional e-mail message should be courteous and

confident.

.;.1 %et Addresses

8ach part of a net address has a specific purpose appropriate to the writer and the

reader.

%et addresses must be accurately written.

.;., Addressing 8-mails

By pointing and clic$ing the mouse# or by using arrow $eys and then pressing the

MenterN

$ey# one or more names can be selected and automatically entered into the LtoD

field.

%=T8E 8-mails generally ta$e the format of a standard memo.


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.;.; +ayout

The layout of an e-mail message is the frame from your message. The acceptable

minimum parts for an e-mail message are as followsE

'eceiverDs name

(enderDs name

(ub)ect


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person who

should receive the fa"

;. advise the senderE

tell the person who

sent it


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CHAPTER &)Co@er %etters an Rsums:

O.4- Cover letter

---The letter of application is the covering letter for your )ob application.

---(hould be 4J1 pages in length and be accompanied by a resume or curriculum

vitae @CQ.

The cover letter serves toE

draw attention to relevant qualifications and e"periences listed in the resume

ma$e a match between what you have to offer and the potential employerDs

needs

persuade your potential employer to consider the application carefully and

introduce yourself and as$ for an interview.

O.4.4 Guidelines for >riting a Cover +etter

>hen writing a cover letter# the following should be ta$en into consideration.@a =pening paragraph

Kse one of the following to draw the readerDs attention to what you want to offer

and

the )ob you are applying for.

(ummari!e the opening.

%ame the opening.

'equest an opening.

Suestion the availability of an opening.@b 3iddle paragraph@s

Kse one of the following in each of your middle paragraphs to persuade the reader

to

invite you to an interview.

8ducation

>or$ e"perience

Ability to wor$ with others andFor alone

:nterest in your field

:nterest in the company

'esponsibilities in previous positions

@c Closing paragraph

:n the last paragraph# you can request for an interview stating that you will be

happy

to come to the employerDs office when convenient. 3a$e it easy for the reader to


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follow up by providing your telephone number and e-mail address.

%=T8E There are two types of letters of applicationE (olicited and Knsolicited. A

solicited letter is one where you are responding to a position advertised. An

unsolicited letter is one where you e"press interest in a position at your

own initiative and ta$e a chance on being hired.

O.1.'8(K38

-The rPsumP is a document that contains

-all your qualifications#

-e"perience

- achievements.

-:t is the summary of your personal data#-include your education#

-s$ills# qualifications# wor$ e"perience# references# hobbies and interests.

-:t is also sometimes referred to as a curriculum vitae or CQ.

There are three types of rPsumPE

@a Basic rPsumP

:ncludes all normal parts of a rPsumP# but is simpler and shorter suitable for school

leavers

or those who have little wor$ e"perience.

@b Iunctional rPsumP

Kses a different order of presentation to highlight a wide range of s$ills and wor$

e"perience. (tarts with the most recent wor$ e"perience that matches potential

employerDs needs# followed by subheadings to highlight )ob functions uses

advertisement as guide for specific functions e.g. supervisory# mar$eting# training.

@c (pecific rPsumP

6repared for a specific )ob# with emphasis on qualifications# s$ills and e"perience

particularly relevant to the )ob presents e"periences in terms of criteria advertised.

&ighlight strengths with action words @verbs such as achieve# adapt# initiate#

install#

prepare# report# research# supervise# inspect or ma$e.


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CHAPTER B)#usiness Reports:

6+A%%:%G A%< >':T:%G '86='T(

several types of reports. --- long--# short---# formal ---or informal.

'eports can serve various purposes. There are reports which inform# reports which

A formal report contains the following:

A title page which includes the title of the report# recipientDs name# position

andFor

organi!ation# writerDs name and position @and organi!ation if appropriate# and the

date

An introduction

(ections with headings in the body

Conclusions

'ecommendations @when required Attachments are included if their information is useful

A short report shoul contain:

a clear indication of your purpose

accurate and ob)ective information

a suitable order of information which highlights the main points and leads

logically to

your conclusions and

appropriate formal short report# letter or memo formatting.

There are three widely used short reports that usually follow the memo format# but

may

also follow the formats for a letter or formal report.

@a ustification report

@b 6rogress report @and completion report

@c 6eriodic report

Iormal reports are ma)or documents written to provide comprehensive information

and

e"pert opinion. They are written for specific purposes J for e"ample# to investigate

the

suitability of a particular site or to analyse achievements over a set period. They

are


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therefore usually long# and require careful organi!ing.

42.0.4 (equence to Iollow >hen >riting a +ong 'eport

@a rite the main body of the report.

@d rite the conclusions# then your recommendations.

@f =ptional J 6repare the preface# abstract# synopsis or e"ecutive summary after

presenting facts and findings.

@g :nclude a list of references @bibliography if you include researched material in

your

report.@h :nclude a table of contents and a table of graphics @diagrams# charts# graphs.

8ach

item is to be placed in the order it appears.

@i >rite the letter of transmittal.

@) 6repare the title page to complete the report.

6resentation6resentation is the arrangement of information on the page. :t creates an initial

impression of your organi!ation and it is therefore important that layout is given

attention to pro)ect a professional image.

ways you can use for the presentation of your document.

&eadings

Knderlining

:ndentation

(hading

%umbered lists or sections# as in reports

(pace between paragraphs# left and right margins

&eaders and footers

@a The front matter

Title page


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+etter of transmittal

Table of contents

@b The body @main te"t

:ntroduction

hen writing to an e"pert reader who is familiar with the content# you can

start with the conclusions and recommendations first.

Central (ectionE Body of Te"t

This section usually investigates and analyses the findings# and proposes solutions

for

any problem involved.

6resent both the advantages and disadvantages.

Kse headings to highlight main ideas.

A numbering system helps if the body of the report contains many ideas.

Iinal (ection

This section contains the conclusions and recommendations. (et these out as

separate

sections.

The conclusion summari!es and evaluates the reportDs main facts. :t is short.


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questions and issues raised by the report. Clearly state the action required.

'ecommendations are not need if the long report is intended as a database for

others

who will be responsible for planning and recommendations.

T&8 +A%GKAG8 in a report should present facts and information

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