Topic 1

Networking at the Workplace

a)answer phone promptly b)identify yourself right away

Starting a conversation

c)use callers name e)sound positive f)reduce jargon g)speak at appropriate pace

a)Introduce yourself: You need to use the right words, smile and eye contact

h)practise active listening i)end the call with politely, Thank you

Good morning, may I introduce myself?

My name is ... and Im from the marketing department

Making small talk:

Do not:
(i) Eat and drink while talking on the phone.
(iii) Talk to someone else in your office while you are still on the phone.
(iv) Allow too much background noise.(v) Speak too quietly or loudly.(vi) Use rude
language
Im calling because

chatting about things not related to anything in particular. Do not talk about political, racial or

Business calls: you need to save time by quickly asking probing questions to get more

personal issues. Talk about holidays, weather etc. Start with exploratory questions or

information about the telephone call. You need to: example complain about the product

statement to see whether person is eager to talk.

i)Identify the problem ii.Verify the product

When you are at a loss for words, you can resort to ice breakers such as the
following:
_ How was your journey?_ Is this your first visit to...?_ Where are you staying?
_ How has your visit been so far?_ Do you need any help or information?
_ Tell me more about your country.

iii)Determine if warranty applies iv)Ascertain how the product has been used

a)Introduce others: you need to mention the name and position of those you are introducing.
Hi everyone, meet ...
She is my personal assistant.

Getting down to business

In conversing with people at your workplace, you will need to describe your job and

Common telephone words

Learn and use standard phrases used in phone calls (p27)
(a) Introducing yourself:
_ Hello, Chan and Lee Clinic.
_ Good morning, this is Mariam. _ Kenny speaking.
_ Good evening, Harris, Open University Malaysia.

organisation. You need to project a positive professional image of yourself and your
organisation.
Below are examples of questions commonly asked and phrases often used when
people talk about their jobs or organisations:
(i) Which company are you with? I am with XYZ.
(ii) What do you do at XYZ Company?
I am in charge of marketing. I am responsible for sales. I recruit and train
employees.
a)You need to be familiar with the products or services that your company specialise in. What
does your organisation focus on? Does it provide a product, a service, or both?
Sometimes, a company is described in terms of the products or services it offers.
For example:
_ We design software._ We build storage units. _ Were in the insurance business.
c)The differences between sole proprietorship, partnership and corporation.
A sole proprietorship - is an unincorporated business owned by one
person. It is the most simple and basic form of business organisation. Without
the owner, the business would not exist. The sole business owner assumes all
responsibilities, liabilities and risks, and of course takes all the profit.
A partnership - is established by two or more people. All the partners
contribute something to the business _ money, labour, skills or property _and
share the profits
Corporations are businesses where the shareholders transfer money and/or
property for the companys capital stock. Profits are distributed according
to investment in the capital stock. A corporation can take some of the same
deductions as a sole proprietorship, while enjoying special tax deductions.
Logo
Most companies have their own logos to give them a sense of identity
Logos are also a form of branding to build the companys image. Some logos are
recognised all over the world, for example, McDonalds, Nikes and Shell
Topic 2

Basic telephone skills

Getting ready:
a)Before calling:-Think about a suitable time to call-What is your objective/s of calling?
-Anticipate question from the other person
-Have pen and papers ready-Update yourself of the most recent conversation
-Desk calendar ready at hand- Fax ahead if it is your first call
receiving calls-train staff to be:
(a) BRIEF - Do not beat about the bush and waste the call recipients time;
(b) CLEAR - Explain the background and purpose of your call; and
(c) POLITE - Recognise and accept the other persons point of view.
telephone etiquette

(b) Finding out who is on the telephone:

_ Excuse me, who is this please?
_ May I ask who is calling, please? _ Whos speaking?

.-Quickly ascertain what the caller wants _ a return call, action to be taken, etc.
-Offer assistance.
-Follow up with appropriate action.

Topic 3

Discussions and meetings

Meeting-Meetings are for exchanging information, discussion and make decisions.

-Each member need to contribute actively and be aware of the appropriate expressions and
functions.Here are some examples of language forms and phrases that are
commonly used at
different stages of a meeting or discussion.
(a) Starting a meeting
Well, ladies and gentlemen, I think we should begin ...
If everyone is here, we can start
.-Shall we start?
(b) Introducing the agenda
Today we need to talk about ...-Let us look at the first item on the agenda _
(c) Stating objectives-The purpose of this meeting is, firstly, to ... and secondly,
to ....
The main objective of our meeting is ...
(d) Keeping the meeting moving
Can you tell us more about ...?
-Shall we continue?
(e) Closing the meeting-Does anyone have anything else to add?
If that is all, we can stop here.

Starting a meeting

(c) Asking for someone:

_ Is Bob in, please?
_ Id like to speak to Max Thambirajah.
_ Can you put me through to Steven, please?

Introducing the agenda

Stating objectives

Keeping the meeting moving

(d) Connecting someone:

_ Certainly, hold on a minute, I'll put you through ...
_ Can you hold the line?
_ Can you hang on a moment, please?

Closing the meeting

(e) Saying that someone is not available:

_ I'm afraid he's out at the moment. _ Im sorry but Jack is not in at the moment.
_ Paul is on leave today._ Jim is in a meeting.
(f) Asking the other person to repeat what was said:
_ Im sorry, but can you say that again?
_ Pardon?
_ Can you spell that please?
(g) Ending a call:
_ Thank you for calling.
_ Thank you very much for your help.
_ Okay, Ill check the details and get back to you later
Taking and leaving messages
(a) Mention your name: Hello, this is Ahmad Fauzi.
(b) State time and reason for call: It's 10am. I'm calling to let you know that ...
(c) Make a request: Could you call me back?
(d) Leave your number: My number is ....
(e) End the call: Thanks, I'll talk to you later. Bye.
2.3.1 Language Checklist
Below are words/phrases commonly used when you take or leave telephone
messages. Can you think of other words? Fill in the blanks with some of these
words/phrases.
(a) Offering to take a message:
_ Would you like to leave a message?
_ Could I take a message, please?
_ Could I have your name and contact number, please?
(b) Leaving a message:
_ Could you ask X to call me back please?
_ Can I leave a message for X?
(c) Promising action:
_ I'll give X your message as soon as he comes in.
_ I will pass your message on.
2.3.2 Tips for effective message taking
In order to help you take down messages accurately, you should:
-Use a pad/notebook to write down the details.
-Record the date and time of message.

Language in meetings

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.
3.2 Expressing Opinion-An important part of meetings and discussions involves
asking and givingopinions. An opinion can be expressed in various ways:
(a) A forceful way;(b) A neutral way; or(c) A tentative way (with some hesitation or
reservation).
Asking for opinions
Would you mind telling me what you think of _?
-What do you think about _?
What is your opinion of _?-How do you feel about _?Any comments ...?
Giving an opinion-I think that _ -I feel/believe that.. -In my opinion/view, _
My opinion is that _

-My point of view is _

Expressing agreement/ Disagreement

When you agree with someone, the expressions you use to voice your agreement
will tell the listener the strength, or degree, to which you agree.
.
Ways of Expressing Agreement and Disagreement
AGREEMENT
Neutral
I agree.
I think you are right.
That is true.
That is right.

Strong
I absolutely agree.
Yes, definitely.
I am in complete agreement.
Exactly

Disagreement
Neutral
I do not agree.
That is not how I see it.
I think you are wrong.
I disagree.

Strong
I disagree completely.
That is out of the question.
Of course not!
That is ridiculous.
Expressing opinions

Forceful

Neutral

Tentative

outlining and organizational patterns.

This occur both when asking and giving opinions.

Expressing agreement and disagreement

Structuring subject matter

-Gathering, collecting ideas and materials, brainstorming and sorting it into logical sequences.
Why are there differences in giving opinions? Think about purpose/intention.
-Brainstorming where theme is central and develops into many branches.

Strong

c)Organisational
Discussion will gain momentum as each responds positively
or negatively.patterns:- chronological- spatial- topical- comparison-contrast
- cause-effect- problem solution
(i) Chronological order-Using time as a framework. This is useful for narratives,

Making and requesting for suggestions during meetings are common. Suggestions can be
made strongly, neutrally or tentatively.

sequences, processes or series of events.

Making and Asking for Suggestions

(ii) Spatial order-This may be used for describing buildings, places or locations.
causes and effects of an action or initiative.
I would like to hear your suggestions.
Problem-solution
I would like to(vi)
hear
your ideas on this.order-For this structure, your talk will focus on a
What would you
suggest?
sequence
of problems and their respective solutions.
Do you have any suggestions?
What do you Presentation
recommend? Format
What are your views on this?

Strong
We must ...
Neutral
I think we should
Tentative
It might be good to ....
I think we should _
I suggest that we _

Step

Introduce yourself.

1
Step

Give the topic and the estimated amount of time for the presentation.

too softly; and

d) Maintain a reasonable distance from individual members of the audience,
even when you are pointing to something they have written or are reading.
4.3

presentation b)Structure the content in simple, and logical manner

presentation f)listen carefully to questions g)be polite
Topic 5

Accepting proposals

Tell of
thethat.
audience when they can ask questions _ whether they can
I am completely in favour
_ I am in favour of that.interrupt during the presentation or can only ask questions at the end of the presentation.
_ That is a good
Stepidea. Give your talk, referring to visuals wherever necessary
_ I have absolutely no objections.
4
(i) Talk
about topic A ii) Summarise topic A(iii) Repeat for all the topics
_ I am sure that
is the best
idea.
Step
Summarise the main points of the whole presentation.
_ I am sorry 5but I really do not think that_ is a
good idea. Step
Conclude with a powerful statement and allow questions.
_ I am afraid I cannot accept that.
6 interesting but ...
_ That is very
_ I am sorry, but that is not really practical.
_ I appreciate
your point
ofPresentation
view but_.
Structuring
the
_ I can see why you want to do this but_
Audience awareness focus on the needs and temperament of audience. You need to pitch
to theFirstly
requirements
of the talk
_ I am afraidyour
thattalk
is according
not possible.
...
Secondly ... .a)Effective opening lines to create impression and capture attention. Some
_ If we put off this decision any longer it will
examples
strong
mean further
delays. As aof
result
... opening lines are:

i. Let me begin by telling you a story on computer communication

Balancing points of view

_ I accept what you say but ...

networks.
_ The project
may be profitable but on the other
Today,
I am
going
to...talk about
hand it mayii.
be....
If we ...
it may
cause

Summarising and
concluding the meeting

_ If everyone
is in favour ofvisual
what Iaids
have help audience follow ideas closely, or to drive
a.Appropriate
suggested_
_ Do you all home
agree specific
that _.? points. Some common visuals include graph chart, drawing,
_ If everyone is in favour, I would like to
list, diagram., pictograph.
recommendmaps,
...
_ Does anyone have anything else to add_?
b.Non-verbal communication posture, gestures, will create indirect
_ Right, then I think we can end the meeting here.

an innovation that has saved us

much time and money.

messages to the audience.

Topic 4
Making Presentations
4.2 Making a presentation

4.3 Planning

(i) Friendliness _ the audience may think you do not mind being
questioned; or
(ii) Ridicule _ they may think you are making fun of them or
assuming that they are poorly informed.
Why am I giving this presentations?

What do I hope to achieve?

What visual aids can I use? It

What do the audience need/expect?

posture

Ask our self the following question :-

is thus important to be aware of the impact of your facial expressions,

and movements during the presentation. You may wish to heed these

5
What can I do to make my talk interesting?
simple rules:
- Structure of subject matter or the facts and ideas. Arrangement of ideas to be presented. Consider mind mapping,

Business writing 1

1)The language of business writing

One possibility
2 is to ...
_ Either we ...
or ...
Step
Give an outline of the talk, that is, explain how the presentation is
_ As I see it ...
3
_ If we ... then...
can... organised:
_ The advantage of_ is (i)
that
... whereas_
Topic
A.(ii) Topic B.(iii) Topic C, etc.

Building up arguments

The Presentation proper a)Be clear about the objective of

c)Have a strong openingd)Use relevant examples e)visual aids to support the

Presenting alternatives

Rejecting ideas

Smile, nod and move your arms moderately or only when

necessary;

(v) Cause-effect order-This pattern organises information according to the

Asking for Suggestions

Making Suggestions

Maintain frequent eye contact with everyone in the room;

b.

c) Maintain voice control so that you are neither shouting nor speaking

A)Mind mapping b)Outlining ideas arranged in linear fashion.

Neutral

a.

negative quantities.
3 Pictographs
A pictograph is a variation of a bar graph that uses symbols
instead of bars toillustrate specific quantities of items.
Full block layout example
1)Choice of Words i)Choose familiar words, be concise and precise.iiAvoid clichs and jargon
unless familiar
to reader.
Normally, a pictograph shows the changesin particular
Ms Jennifer
Mead/Secretary/Fairview
Residents Association/76
items over a period of time.The symbols should realistically
Topic 6
Business writing 2
2)Sentence Structure-Readability (sentence length) and punctuation (adds clarity to
correspond to the items, for instance, using the symbol of a
words.
cow to represent milk production.
6.
Good business letter
Pictographs provide novelty and eye-catching appeal
1
3)Paragraph Structure
.4 Line Graphs
-Well planned -Impress recipient of senders professional image and the importance of suchAcommunication.
i.coherence and cohesion. Structure paragraph properly.
line graph uses a line between the horizontal and vertical
ii.organise ideas to suit the purpose:
axes to show changes in the relationship between the
a)purpose
of
letter
b)decide
what
to
say
c)jot
down
a.to inform b.to instruct c.to persuade
elements represented by the two axes. Line graphs usually
all ideas roughly e)first draft f)rewrite
plot changes in quantity or in position.However, line graphs
.4)Tone i)Word choice and order of information set the tone
.ii)Be courteous. Avoid imperatives.
suffer from the same weakness as pictographs. Three or
iii)Use logical connectors to help reader focus on intention and purpose
four lines representing different items can appear on the
6.
Types
of
letters
.5) Grammar: word order in sentences
same graph forcomparison. These lines must be
2
Sentences should be complete
differentiated by colour or design and a keymust identify
-Good news letters-Neutral letters-The first two are for asking or giving information.
them.
information. These letters usually try to achieve purposes or objectives
The subject is the person or thing that the sentence is about.
5 Pie Charts
_ Make an inquiry;_ Forward a request;
The object is the person or thing affected by the action or situation.
A pie chart or pie graph is a circle representing a whole
The complement tells you more about the subject.
_ Reply to an inquiry/request;_ Acknowledge receipt of letter;
unit, with segments of the circle or pie representing
.2
The format of business letters
portions of the whole. These charts are often used to
_ Introduce self and organisation;;_ Grant a loan or extend credit;
indicate distribution trends.
1

Formal communication to elicit specific response

_ Confirm success at an interview; and
Pie charts or pie graphs are particularly good at providing a

Essential parts are details of the communication

quick visual impressionof a particular item but less effective
_ Make a special offer for valued customers.
2
Parts of a letter
in representing exact quantities. This difficulty
LetterheadInfo on the writer, the organization and its address.
can be overcome by using call-outs which indicate the exact
Our Ref. Or Your ref
quantity of the item.Colours and shading are used to
Date-Between the letterhead and the inside address.
highlight segments of special importance or to separate one
Inside address-After the date and before salutation. Contains name and address of recipients.
segment from the pie for emphasis.
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 b4 name would be more formal. Dear Sir, Dear Madam
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
Signature block-The signature, name and post.
-Communicating message without misinterpretation
-Direct writing style / reader-friendly
-Remember tone and clarity -sentence length and paragraphing

formula
matrix

formulae/formulas
matrices

Grammar:
5.3
Singular and plural forms
Chapter 7 Tables, Chart and Graph
Countable nouns-Uncountable nouns-Plural nouns
5.3.1 Countable nouns:Are individual things, people and places: a diary, a memo, a letter, a
TYPES OF GRAPHIC AIDS
photograph, a receptionist, a factory;
.1 Tables- for presenting numerical data. They are
- Are units of measurement such as a metre, a mile, a kilo, a pound
convenient
-Are used with a/ an;
for presenting lots of data and giving absolute values when
-Can be used in the plural (diaries, memos); and
precision is veryimportant.However, since they present
-Follow words such as many, these, several, few, a number of ...
items one at a time in columns, tables emphasisediscrete
rather than continuous data.
- Tables are not visual; you need to use your mind to
Plural NounsHere are some rules on how to change a noun to the plural form.
translate each number into a relationship with every other
a.We add _s to form the plural of most nouns.
number. This makes it hard to show trends or direction via
Example: letters, minutes.If the noun ends in _s, _x, or _ch or _sh, we add _es.
tables.
2. Bar Graphs
Examples: classes, boxes, bunches, crashes.
A bar graph uses bars of equal width in varying lengths to
a.If the final consonant of a noun is followed by _y, the y is replaced with
represent:
_ A comparison of items at one particular point in time;
-ies.Examples: industries, deliveries
_ A comparison of items over time;
_ Changes in one item over time;
-A comparison of portions of a single item.
Table 5.1: Irregular Plurals
The horizontal and vertical axes represent the two elements
Singular
Plural
being illustrated,such as time and quantity. Bars can extend
aircraft
aircraft
in either a vertical or horizontaldirection. Bars can also
foot
feet
appear on both sides of the axis to indicate positive and

000.00 p.a.

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.

a)instruction b)Request c)Announcementd)Transmittal e)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 e-mail address
3.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.
-

3.
Chapter 9:

Cover Letters and resumes

9.1

Cover Letter

-persuasive document-direct approach-indirect approach

Content must be set out clearly.

-It should contain:Purpose,Accurate and objective information

Headings-Underlining-Indentation

10.4.3

Parts of a long report

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

-Clear and logical order of information format

-Normally used when writing letter of application wherethe cover letter is the application letter, itself accompanied by resumes.
-4 reasons why it is written (page 157).
9.1.1

Guidelines for writing a cover letter

Middle - Persuasive to get the reader interested in you.

positively.

Closing - Request for interview and leave contacnumber/ correspondence address.

10.3Types of Short Reports
Resume
-Justification idea/action is presented and rationale is given.
Statement of all qualifications, experience, achievements, and anything that would of relevance to the reader written in
-Progress progress of a project and forecast its timetable for the future.-

a)Basic resume simple and short, for school-leavers.

-The bod

findings, development of ideas, conclusions, and recommendations

Opening - To draw readers attention of the job you are applying for.

9.2

Numbered lists or sections-Headers and footers

periods.

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 a

Final conclusions and recommendations

Language used should be objective.

Start with purpose statement and introduction.

-

-In each one, the body and conclusion would be different as each will serve different purpose.b)Functional resume highlight skills and work experience. Job functions of previous job will be highlighted.
10.4Writing Long reports
c)Specific resume for specific post where it will follow the criteria set as advertised.
- They are written to provide comprehensive information and expert opinion.
Chapter 10: Business Reports
-It will contain introduction, body, conclusions, and recommendations.
1.Planning and writing reports
10.4.1
Sequence to follow when writing a long report
-Reports are to inform, provide background information, make recommendations, a course of action etc.
Develop outline with main headings and sub-headings.
.2Short report layout
Start with purpose statement and introduction.
-Information placed for easy comprehension
Main body
formal report:
Draw conclusions and relate to purpose
a)Title page b)An introduction)Sections with headings in the body
Conclusions and recommendations
d)Conclusions e)Attachments
Optional parts preface, abstract, synopsis
-letter and memo formats--Order of information dependent upon:
References -Transmittal letter -Title page
-good news document-bad news document
10.4.2
Presentation-Arrangement of information on the page.

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