Workplace Communication

Objectives Be aware of the Dos and Don'ts in Written Communication. Apply the Dos and debunk the Don'ts in writing business communication. Improve the writing skills needed in the workplace.

RATIONALE Strong Business Communication Skills are critical to the success of any organization. It is intertwined with internal culture and external image of an organization. Good Business Communication assists its organization in achieving its objectives by informing, persuading, and building goodwill with in both the external and internal environment.

 1. 2. 3. 4. 5.

Internal Communication- circulates within an organization. Memos Reports Proposal E-mail Letters

External Documents - circulate outside of the organization. 1.Letters 2.Tenders 3. Proposals 4. Reports

Business correspondence is an instrument of decision making in the business world. Business correspondence includes all types of notes, minutes, memos, letters as well as electronic mails and messages. Correspondence provides a record of transactions in business and industry that can be referred to and checked.

PROCESS OF LETTER WRITING Analyze your audience Analyze your purpose Gather information about your subject Choose the type of document- (letter, e-mail, memo) Draft the document Format the Document Revise, edit and proof read the document

HOW TO EFFECTIVELY PRESENT ONE SELF IN A CORRESPONDENCE?

1. USE THE APPROPRIATE LEVEL OF FORMALITY

Letters, memos and emails are legal property of the organization; They may be read by the president, by the Governor himself, appear in the newspaper or court of law. Therefore, use moderate tone to avoid potential embarrassment.

EX. Informal- Our meeting with the administrator went south right away when they threw a hissy fit, saying that we blew off the deadline for the progress report.
Formal- In our meeting, the administrator expressed concern that we had missed the deadline for the progress report.

2. COMMUNICATE CORRECTLY

Letters, represent the organization to the public, inappropriate use of mechanics- grammar reflect negatively on the organization's image.

It is unprofessional since it suggests a lack of respect for your immediate supervisor, with the readers and yourself. It also causes your readers to think that you are careless about your job.

Ensure that your message is accurate and unambiguous. The message should be concise and direct. Direct language should be used in order to avoid confusion and misunderstanding.

Those who formulated these statements did not fully consider the implications caused by the way in which the sentences were phrased. In a sense, they became victims of the Humpty-Dumpty Syndrome, a phenomenon where individuals fail to realize that words have many meanings and that others may not always be able to surmise the intent of a particular statement

Examples: Often, you may see a sign like the following at a mall: Entire store 25% off Do I need to buy the whole store, or can I just pick out a few items of interest?

The lady hit the man with an umbrella. Is the lady using an umbrella to hit OR Is she hitting a man who is carrying an umbrella? He gave her cat food. Is he giving cat food to her OR Is he giving her cat some food?)

3. PROJECT THE YOU ATTITUDE This entails knowing your audience. How? This is done by using the you attitude. looking at the situation from the readers perspective or point of view. The content, structure and tone should be adjusted to meet the readers needs. Your explanation should be clear and polite.

Speak directly to the readers, addressing their individual needs and interests. This is achieved by using the personal pronoun you". The writer should use a professional and courteous tone.

ME-ATTITUDE We have received your letter of June 15 I have five years experience as a sales executive. We shipped your order today. Dear Mr .Jones, I am happy to inform you that we have approved your loan.

YOU-ATTITUDE Thank you for your letter on June 15 Five years practical experience as junior accountant will enable me increase your sales. Your order will arrive on Thursday. Dear Mr .Jones, Congratulations! Your loan is approved.

Do More with Less The paragraph below contains 70 words. Can you cut it down to 35 words or less?
This document is for the purpose of giving the reader a detailed explanation of the inventory process. It describes the activities we currently do in the majority of instances on a daily and weekly basis. In order to provide an introduction to the process for employees who work on a temporary basis, we also have prepared an overview, which describes the highlights of the inventory process in just two pages.

Here is a 30-word revision: This document explains the inventory process in detail. It describes our usual daily and weekly activities. We also have prepared a two-page overview to introduce the process to temporary employees.

This document is for the purpose of giving the reader a detailed explanation of the inventory process. It describes the activities we currently do in the majority of instances on a daily and weekly basis. In order to provide an introduction to the process for employees who work on a temporary basis, we also have prepared an overview, which describes the highlights of the inventory process in just two pages.

This document explains the inventory process in detail. It describes our usual daily and weekly activities. We also have prepared a two-page overview to introduce the process to temporary employees.

Lets try another: It is the belief of the Accounting Department that the predicament was precipitated by the computational inaccuracy.

It is the belief of the Accounting Department that the predicament was precipitated by the computational inaccuracy.

The Accounting Department thinks a Math error caused the problem

One more Subsequent to the passage of the subject ordinance, it is incumbent upon you to advise your department to comply with it.

Subsequent to the passage of the subject ordinance, it is incumbent upon you to advise your department to comply with it.

After the law passes, you must tell your staff to follow.

Improving Openers for Routine Request Letters Weak:

Ive been given the task of locating a convention site for my companys meeting. Ive checked a number of places, and your hotel looks possible.

Improved:
Will you please answer the following questions regarding possible accommodations at the Dusit Hotel for a conference in May.

Weak:
While reading Times Magazine, I noticed an offer of a free video describing your organization.

Improved:
Please send me your free video describing your organization.

Weak:
I am conducting a training class for students of Language at our Language Training Center, and I saw a series of modules that we would like to use in our program.

Improved:
What is the procedure for ordering a copy of the series of English Language Modules to be used for training purposes?

Weak:
Thanks for any information you provide.

Improved:
We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.

To lighten up your sentences, watch for heavy phrases like these:

Instead of using. In order to On a daily basis On a regular basis use the following instead. To Daily Routinely

Aware of the fact that It this point in time Have the capability to
the majority of

Know Now Can

Most

In inspite of the fact that

Although

In the final analysis

It is our opinion that On the grounds that Make reference to Until such time

Finally
We think that Because Refer to Until

Came to the conclusion

For the purpose of discussing At a later moment True facts CPU unit

Concluded, decided
Discuss later Facts CPU

In as few word as 12 midnight 12 noon Biography of her life Refer back Circle around Each and every Alternative choices Repeat again

Concisely Midnight Noon Biography Refer Circle Each Alternative/choices Repeat

We are in receipt of
Final completion Enclosed herewith

We have received
Completion enclosed

Eliminate Sexist or Gender BiasedLanguage

Example
Example 1
The accountants uses his reason to guide him.

Preferred Alternative
Accountants use their reason to guide them.

Comment
Use plural nouns.

OR: The accountant

uses reason as a guide.

Delete 'he', 'his', or 'him' altogether, rewording if necessary

Example 2
The secretary did it and he was glad.

The secretary did it and was glad.

Delete 'he', using compound verbs.

Example 3
The department chair must submit his budget by March 1st.

The department chair must submit a budget by March 1st.

Use articles ('the', 'a', 'an') instead of personal pronouns.

OR: The budget must be submitted by the department chair by March 1st.

Use passive voice for verbs. (Use sparingly.)

Example 4
If the writer plans ahead, he will save a lot of effort.

The writer who plans ahead will save a lot of effort.

Use 'who' for 'he'.

Example 5
Take seriously what your Dean says about falling enrollments. He knows about current demographic trends.

Take seriously what your Dean says about falling enrollments. This person knows about current demographic trends.

Substitute a noun for the pronoun. (Use sparingly.)

Example 6
Consider what the ordinary (common) man thinks about justice.

Consider what ordinary people (individuals) think about justice.

Using the plural noun avoids the generic 'he' later on.

Avoid correspondence clichs- vague and unclear words/expressions should be avoided Letter clichs

Natural equivalents

Attached please find Referring to your letter on March 19, the shipment of pianos The writer believes that

attached is As you wrote in your last letter on March19,2012 I believe

Communicate Honestly

Communicating honestly show respect for your audience. It is a clear sign of professionalism. The message should be simple and clear for the readers to understand so that they are able to respond to it accordingly. Ideas within the message should be separated within paragraphs.

COMMONLY MISUSED WORDS WITH REGARDS Better use.with regard to, in regard to or as regards

in behalf of in the interest of (This deposit is being made in behalf of my boss). on behalf of speaking for (On behalf of the staff, I wrote this explanatory letter).

Taken cared of should be taken care of The program was taken care of the coordinator.

fill (a vacant position)

fill in (the blanks)

The manager is in a hurry to fill the vacancy.

The doctor-clients simply want to fill in blanks-not write paragraphs.

Fill out ( a form) Could you

please fill out this form? Fill up (a gas tank) I need you to fill up the tank. (bottle)

CONTINOUS- no such word. CONTINUOUS means nonstop, no letup, no rest, no recreation, no sleeping, no eating. It is therefore unimaginable to continuously improve a product. It maybe continual or regular improvement of a product or a continuing improvement of a product.

Thank you for your continued (or continuing, not continuous) support of our program. We have been continually making follow-ups for you to submit the financial reports. Having a continuing program to improve the quality of service is our major concern. A regular improvement in the quality of service is .

Enclosed is the registration form you requested.

Is the registration form enclosed with the letter? No, its attached to the letter or sent with it. Better: Attached is the registration form your requested us to send you. or with this letter is Here is.

ENCLOSED is correct if written in an envelope. Enclosed is the registration form you requested.

Use of in, on, at On, in ______street (on/ in Nueno Avenue) At 239 Nueno Street On November 1-30 In November On November 1 In 2012 In November 2012 On November 15,2012

Last night, last week, last November 4, last month are ok. (speaking only of the last ones) But you dont use last with a year
Last November 2011. we had a series of motivational outings. Correct: In November 2011. Wrong: The staff meeting was held last August 26, 2011. Correct: The staff meting was held on August 26, 2011.

The irritating PER As per your instruction Per you r approval Should be: As you have instructed. As you have approved.

Hope for your kind consideration. Hoping for your kind consideration. Instead say.. I hope for your kind consideration. We are earnestly hoping for your early approval of this request.

More Rules: One of the should be followed by plural noun One of the major tools Spell out numbers one through nine and use figures for 10 onwards There are nine additional chairs to be delivered in the Office of the Governor.

To is always followed by a verb in the present tense.

I was able to talked to the Vice Governor yesterday. To received? to wrote? to did?

Look forward to must not be followed by verb but by a noun or a gerund. (verb-noun ending in ing)

LOOK FORWARD TO SERVE YOU SHOULD BE LOOK FORWARD TO SERVING YOU

Noted by has no place in a memo or letter. The signatory of Noted By is simply saying I know this. Better use : Approved by: Endorsed By: Reviewed by: Checked by: Or you may use a Thru line.

OVER VIEW OF BUSINESS LETTER

Overview of Letter Parts

Letterhead
Dateline Letter Address Salutation Body Complimentary Closing

Writers Name and Title

Reference Initials

The letter head is the heading at the top of a letter. It usually consists of the name, address, telephone number and fax number of the company. The letterhead can be typed out but it is usually printed on the companys stationery

265 Jean Way West Avenue , Makati City Phone 471-2060 Fax 784 6734

If you do not have a letter head you must write your name, address and telephone number at the top of the page or above the inside address

The date line is used to indicate the date the letter was written. If your letter is completed over a number of days, use the date it was finished and mailed. Date formats: American- month/date/year

English - day/month/ year Chinese - year/month/day Depending which format you are using for your letter, either left justify the date or center it horizontally. Write out the date two inches from the top of the page.

The inside address is the recipients address. It is always best to write to a specific individual at the firm to which you are writing. If you do not have the persons name, do some research by calling the company or speaking with employees from the company .

Follow a womans preference in being addressed as: Miss, Mrs., or Ms. If you are unsure of a womans preference in being addressed, use Ms.

If there is a possibility that the person

to whom you are writing is a Dr. or has some other title, use that title.
Usually, people will not mind being

addressed by a higher title than they actually possess.

If you dont know a readers gender, use a nonsexist salutation, except "To Whom it May Concern." It is acceptable to use the full name in a salutation if you cannot determine gender. For example, you might write Dear Chris Harmon:

Dear Personnel Director, Dear Sir or Madam (use if you don't know who you are writing to) The least that you can use. Dear Mr., Mrs., Miss or Ms (use if you know who you are writing to. VERY IMPORTANT use Ms for women unless asked to use Mrs. or Miss) Dear Frank (use if the person is a close business contact or friend)

For block and modified block formats, single space and left justify each paragraph within the body of the letter. Leave a blank line between each paragraph. When writing a business letter, be careful to remember that conciseness is very
important.

In the first paragraph, consider a friendly opening and then a statement of the main point. The next paragraph should begin justifying the importance of the main point. In the next few paragraphs, continue justification with background information and supporting details. The closing paragraph should restate the purpose of the letter and, in some cases, request some type of action.

We are writing in connection with... We are writing to enquire about ... Thank you for your letter of February 20 concerning Further to our telephone discussion , we would like to inform you that ... With reference to your enquiry about

I look forward to receiving your reply. I look forward to hearing fom you soon. We look forward to seeing you soon. Please feel free to contact us if necessary.

+ CLOSE

With reference to your advertisement in the Times, your letter of 23 rd March, your phone call today, Thank you for your letter of March 5 th

 I am writing to enquire about I am writing to apologize for I am writing to confirm

 I am writing to enquire about I am writing to apologize for I am writing to confirm

Could you possibly? I would be grateful if you could

Agreeing to Requests
I would be delighted to

Giving Bad News

Unfortunately I am afraid that

Enclosing Documents
I am enclosing/attaching Please find enclosed Enclosed you will find

 Thank you for your help. Please contact us again if we can

help in any way, if there are any problems, if you have any questions.

I look forward to ... hearing from you soon. meeting you next Tuesday. seeing you next Thursday.

Yours faithfully, (If you don't know the name of the person you're writing to) Yours sincerely, (If you know the name of the person you're writing to) Best wishes, Best regards, (If the person is a close business contact or friend)

 Typist initials are used to indicate

the person who typed the letter.

If you typed the letter yourself, omit the typist initials.

If you have enclosed/attached any documents along with the letter, such as a resume, you indicate this simply by typing Enclosures one line below the closing. As an option, you may list the name of each document you are including in the envelope. For instance, if you have included many documents and need to insure that the recipient is aware of each document, it may be a good idea to list the names.

If you are sending a copy of the letter to another person or company, include that information at the bottom of the page. It should have the letters Cc in front of the information.

The postscript is used to add an afterthought. In sales letters, it is used mainly as added punch. Use the initials PS before the message.

When writing business letters, you must pay special attention to the format and font used.( arial, 11) The most common layout of a business letter is known as block format. Using this format, the entire letter is left justified and single spaced except for a double space between paragraphs.

 Another widely utilized format is

known as modified block format. the body of the letter is left justified and single-spaced. the date and closing are in alignment in the center of the page.

The final, and least used, style is semiblock. It is much like the modified block style except that each paragraph is indented instead of left justified

2 Top margin Date QS (Press Enter 4 times) Inside Address DS (press Enter 2 times) Salutation DS (press Enter 2 times) Body SS the text within the paragraph and DS between the paragraphs Complimentary Closing QS Writers ID (name and address)

Dear Mr. Monzon, I have gone through the letter sent by your office last week. Please be advised that our company can accept the offer to which the letter refers because it would be beneficial for our company in several ways. Infact, we have been looking for such innovation programmes for our junior executives for a long time but no training and consultancy company came forward to send us this interesting proposal. We have gone through the structure of the workshop and find it exhaustive and inappropriate. However, the workshop may not be effective unless it includes some project work relating some important areas of artificial intelligence. Moreover, our company may not be able to upgrade the knowledge level in this regard on a continuous basis unless the project work is included. There is no doubt that you have worked hard to design the structure of the programme so that it is suited for our needs. Nevertheless, we would not be able to take any action unless we receive your final proposal. Send this positively by the end of May, 2012.

With regards, Yours sincerely,

I have gone through the letter sent by your office last week. Please be advised that our company can accept the offer to which the letter refers because it would be beneficial for our company in several ways. Infact, we have been looking for such innovation programmes for our junior executives for a long time but no training and consultancy company came forward to send us this interesting proposal.

Please refer to your letter

dated March 29,2012, containing the proposal to conduct a special workshop on Artificial Intelligence for the junior executives of our company.

We have gone through the structure of the workshop and find it exhaustive and inappropriate. However, the workshop may not be effective unless it includes some project work relating some important areas of artificial intelligence. Moreover, our company may not be able to upgrade the knowledge level in this regard on a continuous basis unless the project work is included.

I have gone through the structure of the Artificial Intelligence module and find it exhaustive and appropriate. However, you may consider including the initiation of some specific project work relating to artificial intelligence. This may help us in continuing our efforts to upgrade the knowledge level of our executives in this regard on a continuous basis.

There is no doubt that you have worked hard to design the structure of the programme so that it is suited for our needs. Nevertheless, we would not be able to take any action unless we receive your final proposal. Send this positively by the end of May, 2012.

It

gives me immense pleasure in acknowledging the effort that you have put in to designing the structure of the module, which is appropriately suited to our needs. I would appreciate if you could send us the final proposal by the end of May,2012.

With regards, Yours sincerely,

We look forward hearing from you. Yours sincerely,

to

Here the columnist uses linguistic structure resembling the Guyanese orthographical structure which bores much resemblance of the phonological

Dear Mr. Monzon,

Please refer to your letter dated March 29,2012, containing the proposal to conduct a special workshop on Artificial Intelligence for the junior executives of our company.
I have gone through the structure of the Artificial Intelligence module and find it exhaustive and appropriate. However, you may consider including the initiation of some specific project work relating to artificial intelligence. This may help us in continuing our efforts to upgrade the knowledge level of our executives in this regard on a continuous basis.

It gives me immense pleasure in acknowledging the effort that you have put in to designing the structure of the module, which is appropriately suited to our needs. I would appreciate if you could send us the final proposal by the end of May,2012.
We look forward to hearing from you. Yours sincerely,

Name/Signature

Memos are the workhorses of business communication, used for the routine, day to day exchange of information within an organization for internal communication.

Business memos describe problems, inform employees, request information or additional resources, explain actions and policies, provide direction and give feedback. Good memos discuss one topic.
They are less private than letters.

CHARACTERISTICS I. describe problems 2. request for information or additional resources 3. contain proposals or request for proposals 4. explain policy statements 5. contain office instruction or guidelines 6. persuade the reader to take action 7. invite the reader to business meetings and conferences 8. give feedback suggestions and recommendations 9. seek explanations and clarifications 10. polite reminders

There are usually 1. upward memos subordinates to supervisors 2. downward memos- supervisors to subordinates

Memos should be clear- simple, specific and familiar words. Avoid clichs and overused proverbs and phrases concise- essential information- Unnecessary repetition of words, and explanation should be avoided. unified according to theme- ensure the memo discusses one specific topic informal tone- the tone is usually conversational

HEADING Date: (complete and current) To: (Name and designation of the recipient) From: ( name and designation of the sender) Subject: (Topic of the memo usually expressed as a phrase) OPENING- states the basic purpose (central idea) of the memo. BODY - contains the message of the memo. It describes, explains and discusses the central idea of the memo. CLOSING- states what action the reader is required to take. SIGNATURE- (this is sometimes used)

HEADING
November 21 , 2012 Janice Ilano , Administrative Officer
Roy David, Vice President for Internal Affairs

Date : To /For : From : Subject :

Seminar on Workplace Communcation

Date : March 7,2012 To : All employees From : Anil Marks, Director (sales and Marketing) Subject: New Health Scheme ______________________________________ OPENING

The company is introducing a new health scheme called SCS Health Plan. You will receive your medical card and a booklet outlining the terms and conditions of the scheme by June 30,2012. BODY The main features of the SCS Health Plan include: a. Medical reimbursement for treatment at private hospitals and clinics. b. Direct payment of medical expenses to ALLMS and other important national hospital. c. Medical facilities for retired staff d. Token system at SCS Hospital SCS Health Plan is compulsory for all employees of the company. The use of the medical card is mandatory. CLOSING I am sure the health scheme will improve the existing medical facilities and would benefit our company. We encourage you to use your medical card you visit a health centre or the SCS hospital and follow the guidelines contain in the brochure. Your cooperation in this matter will be greatly appreciated. Anil Marks

Other things to remember when writing a memo or letter: Do not end memos with these all-too-common phrases: For your information. For your perusal. For your strict compliance For your approval Thank you

 Memorandum Format
Memo may be labeled at top center, or not, as you see fit. Place your handwritten initials after your typed name in From line. Triple space after Re line, which may be labeled Subject instead. Single space within paragraphs; double space between paragraphs.

[Memorandum] To : Mr. John Q. Public

From: Any A. Person AAP [handwritten] Date: August 27, 2007 Re : Format of Memos

Paragraph 1. .. Paragraph 2.

 Memorandum Format
Memo may be labeled at top center, or not, as you see fit. Place your handwritten initials after your typed name in From line. Triple space after Re line, which may be labeled Subject instead. Single space within paragraphs; double space between paragraphs.

[Memorandum] To: Mr. John Q. Public From: Any A. Person AAP [handwritten] Date: August 27, 2007 Re: Format of Memos Paragraph 1. .. Paragraph 2.

 Full Block Format

All lines begin at left margin. No name line in return address--unless you are using preprinted stationery. Double space between parts of letter; single space within parts of letter. Quadruple space (i.e., 3 blank lines) between complimentary close and printed name, leaving room for signature.

123 Any St. Cookeville, TN 38505 August 27, 2007 Mr. John Q. Public 456 Any Ave. Cookeville, TN 38501 Dear Mr. Public: Paragraph 1 .. Paragraph 2..

Sincerely,
[Signature] Printed name Notation

 Modified Block with Indentions Format

Indent first line of each paragraph 5 spaces. Otherwise follow modified block format. This format is sometimes referred to as Semiblock with Indentions format.

123 Any St. Cookeville, TN 38505 August 27, 2007 Mr. John Q. Public 456 Any Ave. Cookeville, TN 38501 Dear Mr. Public: Paragraph 1. Paragraph 2.

Sincerely,
[Signature] Printed Name Notation

 Simplified Format
Replace Salutation with Re (or Subject) line. Otherwise follow one of the other letter formats exactly. Use this format when no recipient name is known or when name is of ambiguous gender and actual gender of letter recipient is unknown (i.e., Pat Smith).

123 Any St. Cookeville, TN 38505 August 27, 2007 Pat Smith 456 Any Ave. Cookeville, TN 38501 Re: Paragraph 1 .. Paragraph 2

Very truly yours,

[Signature] Printed Name Notation

Electronic mail is the medium of communication that sends and receives messages through specially designed computer networks. They are means to reach people both inside and outside the organization.

NETIQUETTE It's likely that Internet tools will provide most of the mediated communication in which your group engages. Netiquette refers to etiquette on the Internet. The guidelines below generally apply to email, chat rooms, and discussion boards.

Keep messages as straight-forward and concise as possible. Recipients may hit the "delete" button if they see a lengthy, cluttered, and unclear message. Quote relevant parts of a message to which you are responding so the original sender (or others who may read the email) understands the context of your response. Make sure that your name and the message's subject are included. Focus on one topic in each message. If you try to cover multiple topics, some of your points may be missed. Type in lowercase. Uppercase means that you're SHOUTING. Keep in mind that for many Internet users, and possibly members of your small group, English is not their first language. Ask senders for clarification before making judgments and jumping to conclusions.

Before you write an email, ensure that you are aware of the organizations e-mail policies. When you write emails, adhere to netiquette standards. Stick to business. Do not send jokes or other non-business messages.

Keep the message brief; when you reply to a former email do not quote long passages. Write correctly- you should edit, and proofread your email before sending them.

Do not FLAME. To flame is to scorch the readers with scathing criticism, usually in response to something that the person wrote in a previous message. When you are angry keep your hands away from the keyboard.

Make your messages easy on the eyes. Use uppercase and lowercase letters, and skip lines for paragraphing where necessary. Do not forward a message to an online discussion forum without the writers permission. Doing so is unethical and illegal; the email is the intellectual property of the writer. Do not send an email unless you have something to say.

ALWAYS proofread your correspondence before printing. It is also good to have someone else proofread your work.

Write a letter of Invitation to someone to be your guest speaker for the coming seminar workshop of your department with the theme Enhancing Communication in the Workplace. (You may decide on the venue and the date). Use all the parts of a letter

The return address Date line Inside address Salutation Body of the letter three paragraphs Complimentary closing

Your immediate supervisor sent you a memo requesting you to explain in 24 hours why you have been coming to work late for the past three (3) days. Write a memo to your office staff requesting him/her to explain in 24 hours the reason behind his or her absence for the past three (3) days.

Carrel, Joyce.,.2004.,Writing and grammar, communication in action, Pearson Education South Asia,Singapore. Hands, Penny.,2002., Time-chambers English grammar usage., 2002.,Federal Publication.,Singapore. Paterno, Adelaida., 2003.,Oral readers of English as a second language.,Rex Book Store, Manila. Richard Killer.,2005 Double check your workplace English.,New Day Pub.,Q.C.