Sebastjan Brezovec. Exercises_Part 1. Organizational Communication. IB12. TAMK.

Page 1

Language skills and communication skills for business

1. Read document A and answer questions below:

Document A
12.8.2004
Hello!

My name is Ann Seppänen. You are coming to AVK Oy 15.-17.9.2004. You will stay at Hotelli
Fiikuna three nights.

Jouko Miettinen will bring you from the hotel to here on Wednesday at 9.00.

Check out from the hotel after breakfast on Friday. Bring your luggage with you to the office.
You will go by car to the airport after lunch.

You are welcome to Finland and AVK.

Regards,
Ann Seppänen

1. Who is Ann Seppänen?

2. Who is Jouko Miettinen?
3. What is the connection between them?
4. Who is the recipient of the message?
5. What is the purpose of the message?
6. Use the information provided to write a programme of events for the recipient of the
message.
7. On the basis of Document A, how do you rate Ann Seppänen’s language skills (1-5)?
8. What about her interpersonal communication skills?

Answers:
1. Ann Seppänen is a sender of the document
2. Jouko Miettinen is a person who will bring a person from hotel to designated place.
3. Ann works for AVK oy, Jouko is doing work for company by arranging a trip from hotel
to AVK.
4. Not clear.
5. Information about arrival to town (date), accommodation in hotel, check-out day,
breakfast. Transport tips.
6. Arrival 14.9.2004, TUE. Check-in to hotel Fiikuna.
Visit to AVK 15.9.2004, WED @ 9:00 (Jouko will bring you from hotel to here)
Check-out from hotel 17.9.2004, FRI, after breakfast. Bring your luggage to the office.
Lunch.
Transport by car to the airport.
7. 5
8. 2; Ordering. Not clear message. Recipient needs to figure out the schedule; missing name of
recipient.
Sebastjan Brezovec. Exercises_Part 1. Organizational Communication. IB12. TAMK. Page 2

2. Read document B and answer questions 1-6 (from previous page).

Document B

For information

Jouko Miettinen
Frank Jones
Riikka Suominen
Seppo Kankaanpää

Visit of Frank Jones to AVK, 15.-17.9 .2004: transport and accommodation

 Hotel: Fiikuna, Rautatientori 25. 14.-17.9.2004 (3 nights)

 15.9 JM to meet FJ at the hotel at 9 a.m. and bring him to AVK (negotiation room).
 17.9 a.m. FJ to check out from hotel on Friday morning. Company car to collect him and his
luggage from the hotel at 8.30 a.m.
 17.9 p.m. Company car to take FJ to airport directly from AVK after lunch (1.15 p.m.)
 Questions or enquiries to Ann Seppänen (ann.seppanen@avk.fi)

Answers:
1. Now we know even less about Ann Seppänen.
2. We could assume that JM is Jouko Miettinen, but cannot be sure.
3. Relation from this document is not clear.
4. Frank Jones.
5. Information about arrival to town (date), accommodation in hotel, check-out day,
breakfast. Transport tips.
6. Arrival 14.9.2004, TUE. Check-in to hotel Fiikuna at Rautatientori 25.
Visit to AVK 15.9.2004, WED (JM will meet FJ @ 9AM and bring FJ from hotel to AVK)
Check-out from hotel 17.9.2004, FRI, after breakfast @ 08:30. FJ will come with luggage to
the office. Lunch. At 13:15 transport by car to the airport.

Additional questions
1. On the basis of document B, how do you rate Ann Seppänen’s language skills (1-5)?
2. What about her interpersonal skills?

Additional answers
1. 3
2. 1

Document B should not even be sent to recipient. Document represents an internal memo for
information about coming activities. Language skills are worse than in document A, maybe
because it is a rough sketch only.
Sebastjan Brezovec. Exercises_Part 1. Organizational Communication. IB12. TAMK. Page 3

3. Read document C, and answers questions 1-6 (from page 1)

Document C 12 August 2004

Dear Mr Jones

I am Jouko Miettinen’s assistant here at AVK and I am helping him with the arrangements for
your visit to us on September 15th – 17th.

I have booked accommodation for you at the Fiikuna Hotel in the city centre. I enclose a map
which shows the location. I have informed them that you will arrive in the early hours of
Wednesday morning (15th September).

Mr Miettinen will come to pick you up at the hotel at about 9 a.m. on Wednesday, and bring you
to Head Office.

On Friday (17th September), we could arrange for a car to take you directly to the airport from
here after lunch. This would mean checking out of the hotel in the morning, and bringing your
luggage with you. Would this be too inconvenient, do you think?

If you have any questions or requests concerning these arrangements, please don’t hesitate to
contact me.

We look forward to seeing you at AVK.

Best regards
Ann Seppänen It is still not clear what Mr. Jones
will do on his free days. Did AVK
Administrative assistant arrange something for him? Is he
ann.seppanen@avk.fi on his own?

Answers:
1. Administrative assistant
2. Boss of Ann Seppänen
3. Jouko and Ann work for AVK. He is Ann’s superior.
4. Mr Jones
5. Information about arrival to town (date), accommodation in hotel, check-out day,
breakfast. Transport tips.
6. Arrival 15.9.2004 (early hours on WED. Check-in to hotel Fiikuna in City Center.
Visit to AVK Head Office on 15.9.2004, WED (Mr. Miettinen will pick Mr. Jones by car from
hotel at 09 AM).
Check-out from hotel on FRI 17.9.2004, FRI. Mr Jones come with his luggage to the office.
After lunch it is possible to arrange transport by car to the airport

Additional questions
1. On the basis of document C, how do you rate Ann Seppänen’s language skills (1-5)?
2. What about her interpersonal skills?

Additional answers
1. 5
2. 5
Sebastjan Brezovec. Exercises_Part 1. Organizational Communication. IB12. TAMK. Page 4

4. What are the main methods of communication for business messages?

4.1 Face-To-Face Communication

Applied to get the most out of an employee-to-employee interaction. It reveals more

information than any other form of communication; most importantly, nonverbal
communication. Instant feedback, another advantage of face-to-face communication,
can resolve confusion, ambiguity or misinterpretation. Video conferencing is another
way for employees to benefit from face-to-face communication while saving time and
money. Face-to-face meetings should be succeeded by a written follow-up.

4.2 Telephone or Voicemail

Call or leave a message if you can't speak face-to-face with someone. Telephone
communication or voice messaging over the Internet are examples of spoken
communication electronically transmitted. This is the next level of information richness,
a step below face-to-face communication. An advantage of direct telephone
communication is the tone of voice and immediate feedback. Unlike face-to-face
communication, spoken communication lacks the benefits of body language or facial
expression. Voicemail takes another step back, as feedback is not immediate. Despite
that, though, it is a necessity for out-of-office employees.

4.3 Personal Written Messages

If you telecommute, you likely communicate through e-mails or online messaging.

Personally addressed written communication, a level below electronically transmitted
verbal communication, demands attention from the recipient. The message is written in
the way the recipient understands. The downside? Personally addressed letters and e-
mails lack immediate feedback and nonverbal communication. As chat rooms become
more common in the workplace, written communication will have a forum for immediate
feedback.

4.4 Impersonal Written Messages

Use impersonal written communication for various messages like rules, policies,
regulations, news, procedural changes and the arrival of new employees. The lowest level
of information richness, these are the mass e-mails or general memos sent to a large
group. Because of the impersonal nature, employees may not feel accountable to
respond. As a result, feedback is not assured. Impersonal written communication must be
written clearly, so that every person understands the message.

4.5 Other methods of business communication

 Reports: Important in documenting the activities of any department;

 Presentations: Very popular method of communication in all types of organizations,
usually involving audiovisual material (e.g. copies of reports);
 Telephoned meetings, which allow for long distance speech;
 Forum boards allow people to instantly post information at a centralized location;
 Suggestion box: It is mainly for upward communication because some people may
hesitate to communicate to management directly so they can give suggestion by
drafting suggestion in suggestion box.
Sebastjan Brezovec. Exercises_Part 1. Organizational Communication. IB12. TAMK. Page 5

Which option would you use for the message to Frank Jones? Why?
I would use Personal Written Message, described in chapter 4.3, because it demands
attention from the recipient. The message is written in the way the recipient understands
(well, the form in chapter 3, or even better, describing itinerary as well as suggested free time
activities) . Written communication is an in-print exchange of information that doesn't take
place in real time or prompt a simultaneous response, because the receiver has the ability to
read the information at any time.

This type of communication is practiced using channels, such as text or online instant
messaging, email, letters and newspaper or online articles. It's typically used for non-urgent
messages or reaching a mass of receivers. Written communication's effectiveness relies on
the sender's ability to write specifically for the intended audience via appropriate word choice,
length of message, punctuation, grammar and overall clarity
Sebastjan Brezovec. Exercises_Part 1. Organizational Communication. IB12. TAMK. Page 6

5. Different methods of business communication compared

In the table below, comment on the strengths and weaknesses of the four main methods of
communication according to the criteria given in the left-hand column.

Method Letter Fax E-mail Phone

Style/tone of language SS S S W1

Aesthetic considerations SS S +/- S2

Speed W S3 SS S4

Infrastructure needed S S- S S
Technical capabilities/
W S S SS
Constraints
Cost W S SS W

Security/ confidentiality W W5 S S

Legal status SS S S W6

Ease of comprehension SS SS S W7

Legend:
SS – Most efficient in selected category

S – Fairly efficient in selected category

+/- – Neutral

W – Less efficient in selected category

WW – Least efficient in selected category

- – not applicable

1
In phone conversation words said cannot be taken back. On the other hand it is possible to “fish” for information
and obtain valuable and instant feedback from potential customer. Letter could be immediately discarded.
2
Voice tone plays important role.
3
Fax and phone are quick but in case recipient is busy can additionally delay the message, while mail can wait and
be read at recipient’s convenience.
4
Fax and phone are quick but in case recipient is busy can additionally delay the message, while mail can wait and
be read at recipient’s convenience.
5
Fax machines are usually not on recipients’ desks, they are located in mail rooms and anyone can read them.
6
In Finland oral agreement has the same value as written one, but it is hard to prove what exactly has been agreed
upon.
7
If one does not speak the language fluently, it can lead to lots of misunderstandings.
Sebastjan Brezovec. Exercises_Part 1. Organizational Communication. IB12. TAMK. Page 7

6. Showing degrees of formality

In the table below, arrange from most formal/least familiar to least formal/most familiar the different
options for addressing, opening, and closing business letters.

Address box Opening Closing

The Personnel Manager
James Brown & Sons
44-50 London Road
Most formal/ Brighton
BN5 9KL Dear Sir/Madam Best regards
least familiar
UK

Mrs Gillian Jones

Personnel Manager Dear Mrs Jones Best wishes
James Brown & Sons
44-50 London Road
Brighton
BN5 9KL
Dear Gillian Jones All the best
UK

Gillian Jones
Least formal/ Personnel Manager
most familiar James Brown & Sons
44-50 London Road Dear Gillian Cheers
Brighton
BN5 9KL
UK