Communication for Business a practical approach Third edition Shirley Taylor a LONGMANSection 1 Contents About the author Preface to the third edition Introduction Acknowledgements The Nature of Communication Unit 1 An overview What is communication? Methods of communication Choosing the means of communication Key stages in the communication cycle Barriers to communication ‘Communication systems Principles of effective communication ‘The impact of information technology Top ten tips for successful communication Assignments Unit 2 Oral communication Oral communication in business Oral communication in practice Speaking skills Listening skills Non-verbal communication Interviews The telephone Assignments Unit 3 Use of English Modern business language Parts of speech Subject and verb agreement Punctuation Contents xi xii avSection 3 Some basic grammatical rules ‘Some common errors Assignments Business letters Unit 4 Introducing the business letter Printed stationery Presentation: fully blocked layout Other parts of a business letter Open punctuation Continuation sheets Categories of business letter Other types of business letter Structure Assignments Unit 5 Rules of good writing Modern business communication Remember your ABC Use the right tone Guidelines for composing letters Assignments Unit 6 Recruitment correspondence The recruitment process Application letter Curriculum vitae Invitation to interview References Offer of employment Job description Letter of acceptance Letter of resignation Testimonial (Letter of recommendation) Assignment Telecommunications Unit 7 Email and fax messages Electronic mail The Internet Fax messages Assignments 105 106 107 109 1 112 vi + Communication for Business8 2 5 Section 4 Internal Commu 115 Unit 8 Memoranda 116 Why memos? "7 Structure 119 Tone 119 Assignments 125 Unit 9 Reports 128 ‘Types of report 129 Formal reports 130 Covering memo 135 Informal reports, 135 Assignments 143 Unit 10 Meetings documentation 146 Meetings in business vt ‘Types of meeting 147 Notice and agenda 149 Chairman's agenda 154 Minutes of meeting 187 Assignments 165 Section5 Persuasive Communication 169 Unit 11 Circulars and sales letters 170 Circular letters m Circular with tearoff slip 12 Reply-paid cards 173 Sales letters 173 Assignments 176 Unit 12 Publicity material 178 Public relations 179 Press releases 182 Guidelines for writing press releases 185 Assignments 189 Unit 13 Newsletters 192 Staff newsletters 193 Customer newsletters 195 Writing skills 199 Assignments 200 Contents viUnit 14 Notices and advertisements 202 Notices 203 Designing notices 203 | Advertisements 206 ‘Types of advertisement 206, Writing style 208 Assignments 212 Unit 15 Leaflets 215 ' ‘Types of leaflet 216 Designing leaflets 218 Assignments 218 Invitations tions Informal invitations | Assignments Visual Communication Unit 17 Form design The reason for forms Designing forms. Reply forms Specimen form Assignments Unit 18 Questionnaires The purpose of questionnaires ‘Types of question Summary Assignments Unit 19 Visual presentation The appeal of visual presentation Methods of presentation Tabulated data | Line graphs Bar charts Gantt charts Pie charts Pictograms ji wi Communication for Business2 Maps and diagrams 262 3 | Cartograms 253 3 Flowcharts 254 a | Visual planning boards 256 ¢ | Computer graphics 257 $ Assignments 258 2 5 Section7 Reformulating and Summarising 265 6 What is a summary? 266 8 Using synonyms 266 8 Reducing phrases 267 One word for many 267 1 Retain or remove? 268 Removing reasons 270 2 Counting the words an 4 Guidelines for writing summaries 273 ay Business summaries 274 Assignments 281 ' b Section8 | Comprehen: 291 9 Using a dictionar 292 f Grammatical precision 293 1 Contextual clues 294 3 ‘Types of answer 295 Giving opinions 296 P Fe wang answers = Be Marks awarded for comprehension questions 298 5 Guidelines for comprehension 299 7 Assignments 299 B 1 3 Appendix 313 5 Breakdown of examination questions by topic 313 Assessment 314 : Examination papers 316 7 Index 346 8 0 4 h g Contents + ixAbout the author Shirley Taylor worked as Private Secretary at director level for nine years. She hhas many advanced secretarial qualifications including the LCCIEB Private Secretary’s Diploma (Fourth Level) and a shorthand speed of 170 wpm. Alter obtaining teaching diplomas and the Certificate in Education, Shirley taught on business and secretarial courses both in the UK and overseas, She spent several yeacs in Singapore as Training Consuitant and Lecturer and was Head of Secretarial Department ata college in Bahrain, Arabian Gulf ‘In recent years Shirley has put her considerable experience into writing. Originally published in 1991, Communication for Business was her first book. Since then Shirley has written The Secretary in Training (Textbook and Answerbook), Practical Audio Transcription (Workbook and Cassette), Pocket Business Communicator - an A-Z of Ready-made Business Letters and Documents and Gartside’s Model Business Letters and Other Business Documents. Having lived and worked in Singapore, Bahrain and Canada as well as her native UK, Shirley now enjoys travelling to undertake consultancy projects and to conduct seminars and workshops. In addition to her writing and consultancy work, Shirley is an examiner in secretarial skills for a major examining board. You can find out more details about Shirley and her seminars and books by visiting website www.pocketdocuments.com or by e-mailing her on [email protected]. + Communication for BusinessIwas asked to write this third edition of Commumication for Business some time ago. At last it is here. In compiling this new edition I have taken into account many comments from current users of the book, to whom I send my thanks for remarks about the usefulness of the text and constructive suggestions for improvements. I hope you will feel that I have done justice to this third edition and that you will find it even more user-friendly than its predecessors. This third edition has involved me in a huge research task which started ir Singapore and Malaysia and finished in the UK where everything finally came together. I felt it was necessary to find out what really happens in business today, so I sent out a letter to many companies asking for samples of anything they wished to send me. I also collected material everywhere I went. I thought it would be so much better to include ‘real’ business documents and correspondence in this new edition and I was thrilled to receive such a fabulous response. I hope users will find this authentic material interesting and useful In compiling this third edition I thought some restructuring was necessary to ensure a more logical order. Part of this restructuring involved the creation of a new section which I have called Persuasive Communication. By popular demand the specimen layouts and What’s Wrong? features have been retained and the unit on use of English has been expanded. I have also included some more recent examination questions which will be useful for students studying for a wide range of examinations from Pitman, RSA and LCCIEB as well as those studying GNVQ key skills in Communication. Preface to the third edition A completely new feature of the book isthe inclusion of illustrations. This light touch is intended to make the study of communication fun while helping users to assimilate the material in the text. Other new features which I hope will be popular are tips, things to discuss, suggestions for research and project work ~all easly identifiable by ingenious icons. Improvements on earlier editions include a bigger page size, more attractive page design and a much improved overall appearance. hope this new edition helps you to achieve your objectives, whether they are to teach the subject of this wide and wonderful world of business communication or whether they are to develop and improve your own communication abilities ~ perhaps a little of both Shirley Taylor Preface tothe thirdedition + xiThe third edition of Communication for Business will be helpful to anyone who is working or training to work in an administrative, managerial or secretarial role which demands good communication and business English skills, Introduction | This new edition is designed to be a comprehensive textbook, a workbook and @ reference book. It aims to: ‘+ stimulate interest inthe use of business English so that it can be written more accurately, clearly and concisely Provide specimen layouts of all business communications discuss essential theory on each topic to help develop understanding provide a wide range of authentic documents for interest and reference $ supply a wide range of assignments to reinforce learning help readers to devetop confidence and expertise in composing effective business communications sis toes + Orga ation Each self-contained unit includes all the necessary theory, specimens, suggested layouts and explanations required to develop understanding and initiative. Units are ‘lexibly organised so that you can choose an appropriate teaming sequence. Assignments are provided so that theory can be put into practice; they can be worked alone, with a partner or in groun discussion, + Specimen layouts ‘The fully-blocked method of display with open punctuation is stressed throughout this book. This is the most up-to-date and atiractive method of presentation which is widely used by many organisations. If you choose to adapt this style or use your hi ‘company’s housestyle just remember the main rule: be consistent in presentation of 1 all your communications, | xi Communication for Business etSpecial features Look out for these special features throughout this new edition: TIP “ips: advice and suggestions are given throughout thetextto help you: aes f anu aoe esearch or project work which you vould undertake. 290 he ni e 4 32 gives you.an opy Bae : + Examinations ‘This book should prove useful to students wishing to take the following ‘examinations: + Pitman Qualifications English for Business Communication + LCCI Examinations Board English for Business + RSA Examinations Board Communication in Business It should be noted that the following abbreviations have been used throughout the text: Pitman English for Business Communication Level 1 Pitman English for Business Communication Level 2 + LCCIEB EFBI style Assignments written in the style of the English for Business First Level examination from the LCI Examinations Board* Introduction xiii+ LCCIBB EFB2 style Assignments written in the style of the English for Business Second Level examination from the LCC1 Examinations Board* + Communication for Bu ess Resource Pack ‘Teachers will find the resource pack very valuable. It contains answers to all the questions and assignments in this textbook. OHP transparencies are also available featuring some illustrations and extracts from the main text. It is hoped that this ‘resource pack will help teachers to plan and present interesting and informative lessons while helping students to help themselves. Thope you enjoy this third edition of Communication for Business and that it helps ‘you to achieve your objectives, whatever they may be. Shirley Taylor 1999 ‘The names, addresses, post codes, and other details of individuals and organisations used in examples and assignments in this book are fieticious. Any resemblance to existing individuais or organisations is coincidental. “The author wishes to make it clear that LCCIEB style exam examples are not copies of LCCIEB examination questions. They have been written in a style which the author considers to be similar to that ofthe examination and level stated, but they hhave not been approved by or used by the LCCIEB.— Acknowledgements hardly know where to start saying thanks to all those who have helped me with this third edition. First of all, to the many companies who provided material, whether I used itor not, thank you forthe opportunity to take a glimpse into your world, am very grateful to the following organisations for their interest and help in providing permission to repreduce copyright material: Ameron (Pte) Lid Boots the Chemists Ltd British Telecommunications ple Civil Aviation Authority of Singapore Cold Storage Singapore (1983) Pte Ltd Department of Health Doctor Jean Emberlin, National Pollen Research Unit, University College, Worcester Doctor Patient Partnership English National Ballet School Eurostar (UK) Lid Hays Montrose Institute of Qualified Private Secretaries John Wilson, TSA Goal Kodak Lid Lever Brothers Limited Lichtwer Pharma UK Lid Michael De Kretser Consultants Midland Bank ple Midland Mainline ‘Mr & Mrs Anthony Morgan ‘Mévenpick Marché Restaurant Singapore Nestlé UK Lid Prima Magazine, London Sheffield Insulations Group ple ‘Acknowledgements awSheffield Wednesday Football Club Lid Sheraton Towers Hotel, Singapore ‘Singapore Airlines Lid ‘Singapore Broadcasting Authority ‘Singapore Computer Systems Pte Ltd ‘Singapore Exhibition Services Pte Ltd Singapore MRT Ltd ‘The Body Shop International PLC ‘The Boots Company ‘Thistle Hotels TIBS Holdings Lid Van Den Bergh Foods Waterlow Business Supplies YHA (England and Wales) Ltd ‘Thanks also to Pitman Qualifications and the Oxford Cambridge and RSA Examinations Board for permission to reproduce past examination questions. Special thanks go to Peter Leggott and Tony Sidell who very kindly produced some examination questions for me similar in style to English for Business examinations First and Second Level from the LCCI Examinations Board, I am so very grateful for their help and expertise. Communication for Business is very special to me. In the first edition I drew largely ‘on my experience of teaching ambitious and conscientious students in Singapore and Bahrain. I thank those students for showing me that communication can be fun (I hope for them too). ‘Communication for Business might never have happened in the first place without the Confidence and support of David Buckland and Peter Marshall to whom I shall ‘always be grateful. Since then I have enjoyed a great deal of support and friendship from the Addison Wesley Longman teams in the UK, Singapore and Malaysia. I Would particularly like to thank Jan Little for his enthusiasm and support in the reparation ofthis third edition. ‘My thanks also go to the editor, copy-editor, artists and designers involved in this project. Your valuable contribution, innovation, talent and creative fair is very evident and much appreciated. { could not have put this new edition together without alittle help from some special friends who provided advice on authenticity as well as lots of moral support throughout this project. ‘The greatest thanks of all go to the one person who makes it all worthwhile, who has ‘supported me and encouraged me always. This book is for you Mum. With love. See eee xvi + Communication for Business+ | 4 | THE NATURE OF COMMUNICATION | {By the end of this unit you should be able to: i i . i An overview | 2+ Anoverviewi + What is communication? i Communication may be defined as giving, receiving or exchanging information, opinions or ideas by writing, speech or visual means, so that the material communicated is completely understood by everyone concerned. All day every day we are communicating, whether itis talking to people on the telephone or in person, taking dictation and transcribing business correspondence, liaising with colleagues and staff, writing letters and other correspondence. The importance of developing good communication skills cannot be over-emphasised. You might ask ‘I communicate all the time, so why do I need to study the subject?” The reason for this is because the process is not so easy as simply talking or writing. We need to make sure that we get it right ~ that our ideas and information are completely understood. ‘The main methods of oral and written communication, both internal and external, are shown in the following diagrams: | | + Methods of communication Internal communication Telephone Messages Intercom \ —____ INTERNAL Face-to-ace’ Communication discussion Meeting’ Presentation Conference ‘Methods of communication +External communication onverenes Telephone Meeting Presentation EXTERNAL, Communication Leaflet, Latter brochure Invitation Fax Forms! Email ‘questionnaire Press release Report Customer Graphvchart newsletter Notice + Choosing the means of communication The medium chosen for communicating any message will depend on various factors such as: Cost + Consider how much the communication will cost in terms of the results expected. + Can an internal message be handwritten or is a printed copy important? + Is the postal service satisfactory, or is email or fax justified? 54° +> Anoverview| Confidentiality i + Email or fax may not be appropriate | + Atelephone call could be overheard, \ + An internal memo may need to be enclosed in an envelope. Safety and security + Should a special Post Office service be used, e.g. registered or recorded detivery? + Would a courier service be justified? Influence + To convey a certain impression, would a congratulatory telegram or invitation be suitable? : + Multi-coloured lettetheads on high quality paper convey a good image of a company. 1 Urgency + Choose the method which will produce the desired results inthe time available, | + Pethaps the higher cost ofa fax will be justified by the results obtained through its speed. Distance + Is the communication within the building, in the same town, ot the other side of the world? Time of day . + This is particularly important when communicating with overseas countries. Resources + Consider the equipment and staff available (sender and recipient). Written record + Written communications carry more authority and are proof of a transaction. j Choosing the means of communication + 5Recipient + Consider who is sending/receiving the message. Personal contact may be appropriate on certain occasions. + Verbal communication will not be appropriate where complex information or bad news is concerned. + Choose language appropriately, considering the situation and the relationship between sender/recipient. + Key stages in the communication cycle ‘Sender Recipient 6 Feedback a does he one \ 2. Encode the Encode th alr atten) ert a ethos teat 7 > theecage Oy 3 Select appropriate cana —y,Sender 1 Conceive the message “Don’t open your mouth only to put your foor in it!” When you have something to say, consider the best means of putting your message across, and bear in mind that timing is important. Consider your recipient carefully and aim your message to suit their specific needs 2 Encode the message This stage involves putting the information into an appropriate form suitable to both the sender, the recipient and the aim, Think before reaching for your phone or putting fingers to keyboard. Decide first what speci ‘outcomes you want from the communication. This will help you choose whether words will suffice, whether a printed record is necessary and whether graphics are appropriate. It will also help you choose appropriate language and tone. 3. Select the appropriate channel This stage is where the message is actually sent and the information is transferred. The technological revolution has brought about a wide range of telecommunication methods. You must consider all aspects: speed, cost, quick receipt, printed record, confidentiality, etc., and make an intelligent decision before sending your message. Time and money can be wasted if the wrong medium is chosen. Recipient 4 Decode the message Because so many messages arrive in offices today, it is important to ensure that they are routed promptly and are given the attention they deserve. To achieve success at this stage it is also important to take the trouble to ensure that the recipient will understand the language and vocabulary used. 5. Interpret the message Very often it is necessary to ‘read between the lines’. It is always important to consider carefully the tone and register used in your communication so that the correct message is received. For example, you do not want to risk antagonising a good customer by using a harsh tone. Distortion of the message may occur if the sender has not carefully encoded the communication, in which case the recipient will interpret the message differently from how it was intended. Key stages in the communication cycle. + 76 Feedback The communication process cannot be successful without appropriate feedback. In oral communication this is often immediate, in meetings the audience may nod or smile to show understanding and agreement. But with written messages courtesy and discipline are important to acknowledge receipt of messages util a full and appropriate response can be given. + Barriers to communication ‘Many problems encountered in our business and personal lives result from miscommunication. What the recipient understands by a message may not always be the message which the sender intended. Several communication barriers exist between sender and recipient, and they may be responsible for a message not being understood correctly, or a message becoming distorted. Communication may fail for a variety of reasons: Non-verbal signals Non-verbal signals, often referred to as ‘body langucge’, can provide valuable feedback where verbal communication is concerned. Such signals include facial expressions, gestures, movement, eye contact and nodding the head. + Anoverviewwith but tra Language Choice of words is vital to the effectiveness of any communication. Many words have different meanings. Our background knowledge and experience affect our understanding, Foreign languages, dialects, regional accents and the use of technical/specialist language should always be considered. Listening Anyone who has something valid to say deserves attention. Listening, however, is a kill. Careful concentration is demanded if a communication isto be understood. Success at gaining attention may depend on the words used, the ‘way the communication is expressed, our interest in the speaker, our interest in the communication and various other factors. Pre-judgement What is understood is often conditioned by what we already know and by our background knowledge and experience. Ofcen we hear what we want to hear, or what we think we have heard, instead of what has actually been said. Relationships ‘The effectiveness of any communication may depend on our relationship with the person giving the message. If relationships heiween people are nor good, communication may fail to be effective or may break down altogether. Emotional responses Communication cannot succeed if a person is highly emotional about the topic concerned. Problems may arise from insecurity, fear, anger, etc. If emotions are high on the part of the sender or recipient, then it would be better to wait for a while before trying to pur the message across Systems In any organisation there should be prescribed procedures for getting messages to the people who need them. Without such systems there can be no effective ‘communication. Communication systems In small organisations of ust a few people there may be few communication problems. In larger organisations the process is more complicated. Most larger companies produce an organisation chart which makes lines of communication, quite clear. Barriers to communication + 9(Cu0y Ae wey) 0ulp ons) t seb 2u| (srequeg »200) ann SeoeveN, fouuosiag aes (oug foie saneuen (weyesg Conyoing Bune HEN sebeuRy euuezng) seojaiag seuio}sng (ueBs0y Bjabuy) rad Suyseyoung re sey auyjo1e) sojpauig seoinosoy, uewny equiozsung| (wes.0yy Kuo) a8inen) ‘swunessy——sjuncaoy eseyzing sors, (wouy Breq) (uunn s2¥e@) ‘saniniag. 21°09 (rian ‘youueyssoy) ‘wy 22140 (wejog hojs00) ‘Aug}o120§ Kudo uowuyeyg/enynoarg yy 0jk@ Kays [azooper mony] ‘An overview + 10‘Organisation charts make it easier to see how communication can take place vertically (between levels), horizontally (between sections) and diagonaily (between different levels and sections). It is important to keep all communication routes as open and as effective as possible. Downward communication ‘This is by far the most frequent form of communication within 2n organisation, where higher levels communicate with staff below them. In this category are communications like memos, notices, in-house newsletters, company handbook, procedure manuals. Upward communication The upward communication flow is equally important as the downward flow. Communications are directed upwards to managers, supervisors or directors by using memos, reports, meetings, informal discussions. Horizontal communication This occurs between people of the same status ~ sales staff, departmental heads, directors, supervisors. As well as memos and reports, horizontal communication could include committee meetings, seminars and conferences. Diagonal communication ‘Tasks frequently arise which involve more than one department and there is often no obvious line of authority. Diagonal communication often relies largely on cooperation, goodwill and respect between the parties concerned. Communication systems. 11The grapevine When the correct lines of communication are not used, the grapevine often results. This term describes an unofficial communication system which is constantly changing. The grapevine is a vehicle for distortions of the truth, rumour and gossip. An active grapevine can cause much damage to an organisation by spreading incomplete, false or exaggerated information. It results in low morale, cynicism, fear and an unsettled workforce. 4 Although the grapevine may never be completeiy eradicated, management should take steps to reduce its influence by considering carefully ways in which i information is communicated, particularly in times of uncertainty within the organisation. The confidence of an organisation's employees is vitally important, and adequate and accurate information should always be made available to the people concerned at the earliest possible opportunity, through the correct channels, ci Principles of effective communicat Communication, whether oral or written, is all about understanding. Our aim should be to communicate a message successfully so that it is received as we intended, without any misunderstanding. Effective communication can be achieved by having a thorough knowledge of the communication cycle, being aware of the barriers which exist and by ‘considering carefully the following vital factors: + What is the objective of the communication? Is it intended to give information, to persuade, to request, to inform? + Who will receive the communication? What is the telationship between the sender and the recipient? What is the recipient's backgrouad knowledge and experience? + Anoverviewt + Under what circumstances is the communication taking place? Why is the communication happening? Is it urgent, serious, dangerous, emotive, informative? + How will the recipient react to the communication? How will the message affect the recipient? Is it important? Will the recipient be offended or angered? Will it achieve the desired aims? + The impact of information technology Information Technology é In recent years there has been an information technology revolution. While paper-based manual systems for processing information and communicating are | still very much evident, more and more office functions and procedures are | snow being undertaken by computer-based technology. The implications of such | information technology on'communication methods cannot be ignored. However, the technology will always require people, and in communication it is the input of the operator that will ensure effective communication (or otherwise). In the area of text creation, computer experts are trying to make the task of, creating documents much easier. Programs are available that will produce standard layouts for most business documents when the inputs or variables are keyed in. In other words, the originator does not decide on the layout, the ‘computer program does. Sadly, many computer programs are written by computer experts who may not be so expert in the modern display of business documents. Some of these standard layouts leave such to be desired. The fundamental skills of structure, tone and composition will always be of vital importance in ensuring effective communication. As an originator of printed communications, you have control over these factors. However, while The impact of information technology + 13:technological developments are making your role more interesting and challenging, the basic presentational conventions should not be allowed to suffer. No matter how technology develops in the future, high standards must be set and maintained in order to ensure that all your communications are not only appropriately worded and logically structured, but are also consistently and attractively presented. + Top ten tips for successful communication 1 Read, Extend your knowledge of language by reading, 2. Listen intelligently. Remember that communication is a two-way process. Listening is just as important as speaking. Similarly, try reading your written ~ message as if you were the recipient, and consider if it will be effective. 4 3. Think and plan. Think before you speak or write. Plan all your £ ‘communications carefully, whether oral or written. 4. Use appropriate language. Use clea, simple language, and appreciate the same used by others. 5. Be open-minded. Consider other people’s viewpoints, be willing to adapt and change methods or procedures if necessary. 6 Select appropriate media. Consider carefully the method to be used for ‘communicating your message. It should be appropriate to the desired objective. 7 Time your communication appropriately. Consider the best time for the communication and kov: long it should be. 8 Use appropriate language. Use words which are relevant to the topic and which will be understood by the recipient. 9 Obtain feedback, Obtain feedback to ensure that the communication was | effective. If the message is not understood, rather than blame the recipient, ask yourself why the communication failed and how it could have been improved in order for it to be effective. Some questions you might ask a + Did your expressions or language create confusion or misunderstanding? + Was your timing poor? + Was your message too long so that the main points were lost? + Were your tone and manner appropriate? 10 Aim high. Set and maintain high standacds in all your methods of 4 communication, both in terms of language and presentation. 14 + Anoverview+ Assignments 1 Which communication method would you use in cach of the following situations? a) congratulating an employee on passing an important examination b) informing employees about an annual dinner and dance ©) putting a nervous applicant at ease while waiting for an interview 4) displaying the past 5 years’ sales figures ) confirming a lunch appointment with an important client next week 4) describing the location of a hotel where your company is hosting a g) reminding staff of the security procedures at your company h) obtaining the reactions of staff to a new telephone system recently installed ji) putting forward a proposal for a change in company policy i) sending an urgent message to an overseas client. List the six stages in a two-way communication process, cach stage. iad briefly describe Explain the importance of feedback in the communication cycle, 4 lustrate the main communication systems in a large organisation by drawing a simple diagram. Suggest some methods of communication which ‘may be used within each system. Assignments + 15Y Oral communication By the end of this unit you should be able to: 16 Oral communication inOral communication By the end of this unit you should be able to; + Oral communication+ Oral communication in business If you aim to make a success of your career, your success will depend on much ‘more than your practical or specialised skills. If you are a secretary, of course you need good shorthand, audio and typing skills, good knowledge of word- processing and other software programs, the ability to present documents attractively. If you are aiming to work in administration, marketing, sales, personnel or another area, then you will need knowledge specific to your i particular area of specialism. However, no matter what field you choose to specialise in, you will not get far if you cannot get along with people. Problems will need to be discussed, information requested, instructions given. To achieve cooperation and effective teamwork, good human relations skills must be developed. Oral communication is the life-blood of our personal and business lives. We do it so naturally and frequently that there is a danger in taking it for granted and not seeing it as something which needs to be practised and improved. Indeed, a ‘umber of fairly complicated skills are involved in oral communication. The essential ingredient is you, and it is important to recognise that you play two roles here ~ as a listener as well as a speaker. It is not sufficient to be someone who can communicate ideas effectively; you must also appreciate that itis equally important to try to improve your ability to listen. + Oral communication in practice In your business life you will probably spend much more of your time talking and listening to colleagues and clients than you will writing and reading, Oral communication can take a variety of forms. It can be over the telephone or face to face. It can be: + a private discussion a conversation over lunch a gossip in the lift a telephone conversation a chance meeting in the corridor an informal gathering of staff instructing subordinates dealing with clients formal meetings interviews training sessions siving a presentation conferences/seminars PHaeeerereee Oral communication in practice + 17+ Speaking skills | ‘Most people find talking easier than writing because phrases can be used in speech which would be unacceptable in written communication. However, if understanding is to be complete and effective, language needs to be chosen caxefully. Effective oral communication should be planned just as carefully as planning what you write. However, with oral communication there is the flexibility of being able zo change your approach if necessary. Here are some guidelines to follow in order to create a well-structured oral message: Decide the desired outcome ~ what is the aim of your message? Select the important facts and figures to support your message. Identify the key points of your message. Arrange the key points in a suitable order which will flow naturally from introduction to middle to conclusion. Choose an appropriate style in which to put your message over. Its acceptance will depend very much on + facial expressions (sincerity, warmth, assertiveness, diplomacy, fairness) + body stance and gestures (ease, physical presence, enthusiasm, conviction, determination, respect, eye contact) + articulation (tone, enunciation, emphasis, volume, projection) 6 When delivering the message, monitor the feedback constantly. Watch for ‘unusual facial expressions, gestures, body movements. Be prepared to adjust your delivery ot content in accordance with the listener's reactions. 7 Know when you have said enough and try to end on a positive note. Bene 18 + Oral communicationst Listening skills There is hardly any point in someone talking if no-one listens to what is being said. Listening is half of oral communication, and itis a skill that needs to be practised and taken equally as seriously as speaking, All effective leaders and ‘managers realise the importance of acquiring good listening skills so if you aim to climb the ladder of success this is something which you will need to practise. ‘The consequences of not listening carefully could be disastrous. Here are some guidelines to follow if you want te be an effective listener: 1. Prepare to listen. Clear your mind so that your attention is assured. Concentrate on what is being said. Learn to listen, not just heat! 2. Avoid pre-judgement. Do not pre-judge the speaker because of appearance ot ‘occupation, or jump to any conclusions before hearing what is said. 3. Be open-minded. Hear what is being said, not what you would like to hear. Appreciate the speaker's point of view. 4. Establish eye contact. This shows that you are listening, as does your posture. 5 Watch for signals. Pick up aspects that the speaker considers important by watching posture and gestures, and listening to intonation in the speaker's ‘words. This is like listening to the ‘music’ as well as the words. 6. Extract main points. Pick out and repeat to yourself the key words or phrases. This will help to fix in your mind what is being said, 7 Give feedback. Learn to give positive feedback non-verbally, by nodding, smiling, Be alert so that you can provide a suitable remark or ask a question to assist your understanding of the message. 8 Make notes. Record important conversations afterwards. Your notes will serve as a useful reminder. Develop your note-taking skills by jotting down the salient points of lectures or meetings. Listening skilis +19+ Non-verbal communication In face-to-face encounters non-verbal communication is often just as important as verbal communication. As you are speaking information can be conveyed non- verbally as well as verbally. The non-verbal signals of listeners will provide instant feedback. Non-verbal communication is often refered to as body language. Non-verbal communication techniques are often used unconsciously, for instance while speaking we may throw our arms around; while listening a sudden shock may result in a sharp intake of breath. Such non-verbal signals add impact to a meaning, and they combine to provide an instant impression in way that written communication or telephone calls cannot. Actions of this sort are an important part of the communication process. Posture ‘The way people stand or sit can say an awful loz about how they feel. Someone who is nervous or anxious will fidget with their hands, tap their feet, drum the table with their fingers. Someone who is sitting well back in their chair, legs crossed at the ankle, may be seen as being relaxed and confident. Someone with a gloomy expression, head down and lifeless is probably feeling depressed or dejected. Someone sitting forward in their chair looking intently at the speaker, is showing a great deal of interest. ‘The ability to interpret such signals and act as necessary is important in developing good human relations. i Facial expressions ‘Human faces are capable of communicating a wide range of expression and emotion. A smile conveys good humour, raised eyebrows denote questioning and disbelief, a frown denotes upset or worry. Gestures Many gestures are used as we speak, for example shaking a fist to denote anger, sweeping arms in excitement, using hands for emphasis. In listening, t00, gestures are used, like nodding in agreement, shaking your head in disapproval, 4 putting your hand to your chin in consideration, folding your arms in boredom. « These are all valuable signs in communicating and you should learn to read such gestures carefully 20 + Oral communicationEye contact The importance of eye contact is paramount. Looking someone directly in the eye suggests openness, honesty, confidence and comfort. Looking away gives an impression of being conniving or sly, or perhaps just unsure and uncomfortable. ‘When speaking to one person try to look them in the eye. When speaking to a group avoid fixing your gaze on one or two people — let your eyes roam regularly to all corners of the room to let everyone feel involved. ‘One very important type of oral communication is an interview. In the business world you may be involved in various kinds of interviews: + Selection interviews: the kind when you consider someone for a job + Promotion interviews: this takes place when you wish to be considered for a job at a higher grade within your organisation + Appraisal interviews: this generally takes place annually to review progress and discuss the future + Counselling interviews: this may be held to find out what has been troubling an employee or why someone has not been working to their usual high standard + Disciplinary interviews: this is carried out when an employee has been accused of breaching company procedures + Grievance interviews: this is carried out when an employee feels that he or she has been treated badly by another member of staff, Interviews + 21‘uv atiscussiny: mterview techniques we will look specifically at those that are held ‘wth applicants for a job, although many of the basic principles can be used in ny of the above interview situations. The interviewer UW an interview is to be successful effective planning is essential. Ifthe interviewer makes thorough preparations, the rewards will be well-structured, ‘enjoyable, informative interviews for both the interviewer and the interviewee, Before the interview: ‘+. Aim: Think about the purpose of the interview and what you hope to achieve, +. Information: Familiatise yourself with any relevant information ~ correspondence, job application forms, curriculum vitae, job specification, job description. + Setting: Choose a suitable time and place for the meeting, The room should he the right size and the furniture arrzaged appropriately, depending on the number of people involved. Consider if it is necessary to put « notice on the door to ensure you will not be interrupted, and to arrange for redirection of 4 telephone calls. + Structure: Draw up a list of points for discussion so that you can discuss things in a logical order and make the most of the time available. Some companies have formal interview assessment forms which provide a permanent record of the interview and the applicant’s suitability for the post. During the interview: : + Your aim should be to put the interviewee at ease and help him or her to relax by being friendly and reassuring. Beware of closed questions which xnced no expansion; instead use open questions which give the interviewee an opportunity to talk freely and expand on important points. | + Give the interviewee your undivided attention, Smile, nod, use appropriate ‘gestures to show that you have a genuine interest in what the interviewee is saying. + Sum up the interview by stating any action you ate going to take or anything expected of the interviewee after the meeting. The interviewee Before the interview Before a job interview, do some homework. + Try to find out as much as you can about the company ~ goods or services they provide, how long they have been established. + Be sure of the person you are to see, the address and the time of the interview. + Plan how you will get there and know the length of the journey. Aim to be 10 minutes early so that you can relax and gather your thoughts. 4 2 + Oral communication+ Choose your clothes, shoes and accessories the previous evening. Wear something, comfortable but appropriate and acceptable. During the interview Your aim during the interview is to give a potential employer a good idea about you as a person and your suitability for the job. There is no point in presenting a false image because this will only create problems at a later stage. Try to act naturally so that an effective exchange can How NOT to dress for an take place. interview + Listen carefully. You will be judged on the basis of your answers to questions, so listen to them carefully. Pick out the key details of the question and pause briefly before answering. + Interviews, especially those for jobs, tend to be fairly formal occasions. Take care to use correct expressions and language suitable to ihe situation. At all costs avoid slang and expressions like ‘you know’, ‘sort of’, ‘er’, ete. Speak clearly and distinctly, and look directly at the interviewer(s). + Be honcst. Do not say what you think the interviewer wants or expects you to say. Putting your views and your personality across as courteously as possible is better than giving bland, non-committal responses to the interviewer's questions. Also, do not pretend you have qualifications or experience which you do not — you are bound to be caught out. + Ask questions. A good interviewer will give you an opportunity to ask questions. This does not mean you should ask about holidays and salary! Find out about potential for the future, your responsibilities, training, and other things about the job. Questions at interviews 1. Questions about the job and the organisation a) Why do you want this job? b) Can you work independently? ©) What qualities do you look for in your employer? 4) Would you work overtime if necessary? €) When could you start work? 2 Questions about ambitions a) Why did you take up this specific carees? b) What do you hope to be doing in 5 years’ time? ©) Would you consider yourself suitable to enter management? ©) What do you look for in your job? Interviews + 23ee 3. Questions on interests and hobbies a) What do you do in your free time? b) How long have you been interested in this sport/hobby? ) Are you attending any part-time classes at present? 4) Are there any courses you wish to attend? 4 Situation questions a) You have arranged to meet someone after work and your employer asks you to stay late. What would you do? ») Your employer has left for an overseas business trip and you realise he has left some important documents behind. What would you do? ©) There is some unfortunate gossip that your employer is defrauding the company. What would you do? + The telephone ‘Most of us use the telephone several times a day to talk with friends or to make social arrangements. These calls are usually quite straightforward and requite little planning. Using the telephone for business purposes is very diferent. In any organ- isation the person on the telephone represents the company and gives an impres- sion of the firm to the outside world. If you are to ensure good public relations, effective telephone techniques must be mastered, You should aim to convey an impression of an efficien, friendly, progressive company eager to give good service. 24 + Oral communication aBefore calling + Choose the right time to call. Consider both cost, urgency and convenience. ‘When calling overseas you must also consider the time difference. + Check the number. A great deal of money is wasted each year on dialling wrong numbers. + Plan your call. Make a lst of points and questions to be raised during your call. sks + Be prepared. Gather together any files, papers or other information which may be needed during the cal. It is unprofessional to have to say ‘Hold on : while I look for that.” + Avoid interruptions. Call at a time when you are unlikely to be distracted. During the call + Be courteous and establish a rapport. Make time for suitable pleasantries like “How are you today Jim, ‘Did you enjoy your holiday?” + Puta smile in your voice. Remember your caller cannot see you so use intonation co good effect and try to sound confidens, decisive, helpful, interested. + Check your notes. Look back at your notes to ensure you have covered everything and quote figures and other data correctly. + Obtain feedback. Make sure the caller understands the message correctly, especially where deadlines and actions are involved. + Be courteous. Finish by thanking the caller for his or her time and trouble. After the call + Make notes. Let it become a habit to make notes of the call and place them in the appropriate file. Thetelephone + 25aa ‘+ Take action. If you need to send a letter of confirmation or inform someone | in your organisation about any details of the call, do so immediately so that you do not forget important points. i Answering machines ‘Many businesses use answering machines to record important messages when the office is closed. A message will normally consist of a greeting, an apology that no-one can take the call in person, an assurance that the caller will be contacted as soon as possible, and an invitation to record a message after the tone. Some people do not like leaving messages on an answering machine but it is worthwhile getting used to them as they are an important tool in business. When leaving a message, remember to include your name and telephone number, the reason for your call, and the times when you can be called back. Taking messages ‘Taking telephone messages requires both oral and written communication skills. A pencil and telephone message pad should always be kept by the telephone. A message pad like the one shown opposite provides headings which act as a reminder to obtain the necessary information from the caller. Oral communication‘When taking messages, remember that the caller cannot see you. You will need to give verbal signals to know that the message is being understood. Repeat the information given, confirm telephone numbers and spellings, to check all the | details are received correctly. Atelephone message should be passed to its recipient immediately. or placed on his or her desk if the recipient is out. Tenby le 1 Reproduced courtesy of Waterlow Business Supplies The telephone + 27+ Assignments Explain the importance of listening in oral communication, Discuss the points to be remembered when communicating with someone orally What does the expression ‘non-verbal communication’ mean? Give examples of some non-verbal communication signals which you might associate with: disagreement discomfort attentive listening, sympathy boredom ‘You work at a local health centre, Compile the text of a message which you will record on the answering machine when the surgery is closed. Mention ‘normal surgery hours and give 2 number for emergencies. ‘Miss Ruby Spice ad arranged to meet your employer, Mr Michael Williams, at his office at 10.30 am today. At 9.45 am she telephoned before your employer had arrived at the office) to say that trains into the city had been delayed due to a fallen tree. She has no other form of transportation so she would not be able to attend the meeting, She suggested an alternative date and time next week, and asked if your employer would confirm this. Mise Spice asked you to pass on her apologies. Write out an appropriate message for Mr Williams. Discuss the errors made in the following telephone conversation and decide ‘what should have been said instead. Then write out the telephone message asit should have been written if the call had been dealt with efficiently. Operator Aurora, hello. Customer Td like to speak to George Freeman, Sales Manager, please. Operator Who's calling? Customer Ellie McDeal Operator Sorry he’s not in. Customer Really? And when will he be back? Operator Actually he went out for lunch 2. hours ago and I was expecting him back ages ago. Customer Would you please pass on a message that I called? Operator Hang on, P'll find a pen. OK, fire away. Customer My number is 4537876 and I want to talk to him about my order number EM1423 dated 12 June Operator Okey dokey. I'll pass it on. Cheers. Customer Goodbye! + Oral communicationUse of English By the end of this unit you should be able to: Use ot English + 2930 + — Use of English + Modern business language In any business dealing positive results can only be achieved through effective use of language. It has become universally accepted that English today should be simple, courteous, relaxed and straightforward. Good communicators go to considerable trouble to become competent in the English language. This is often achieved only gradually through a life-long learning process. However, the time, patience and hard work which go into mastering such skills do bring ‘enormous rewards and satisfaction, Ic is important to ensure that your language in all business communications is accurate for several reasons: 1 To establish a relationship. It is important to aim for a good relationship with people you communicate with regularly. Unsuitable and inaccurate language could be quite damaging to these relationships. 2. To communicate your ideas precisely. Unsuitable or incorrect expressions may mean that your meaning is nor clear to the teader. 3. To convey a good image of your organisation. Cleat, concise and accurate anguage will give an impression of efficiency and will fill the reader with confidence. Careless expressions which contain errors will do exactly the opposite; the reader may wonder if such carclessness will extend to other business dealings. In this unit we will look at the fundamentals of English language and at some ‘common errors. Parts of speech ‘Many people are able to speak and write perfectly well without knowing a lot about traditional rules of the English language. It has become automatic for them to apply the rules without consciously thinking about them. However, ‘many people make language errors because they do not understand the rules properly or simply through carelessness. Such errors can lead to misunderstanding and failure in communication. It may help to understand why errors are made if you make sure you know the names of the various parts of speech and how they all work together, + noun ~a word used as a name of a person, thing or idea ‘The woman is going to Hong Kong. ‘The Principal is giving some money to charity. You need to use tact when dealing with this student. + pronoun ~a word used in place of a noun, to avoid repeating the noun: 1we hurried, they are pleased, I need it now, he will go tomorrow + collective noun ~ a word used in the singular to express many individuals: furniture, committee, crowdedjective ~ a word that says more about a noun, qualifying or describing it: ‘an efficient secretary, a fast typist, a fair manager verb ~ a word around which the whole sentence revolves, which either shows what condition something is in, or which shows what is happening: my feet ache, | will open the door, listen to me, please carry this. adverb — a word which is to a verb what an adjective is to a noun, It modifies or describes a verb, describing how/when/where/why the action (in the verb) is happening: she thinks logically, I walk slowly, I saw clearly. participle ~ a verb form which can also be used as an adjective to qualify a noun: the laughing policeman, the speaking clock, the hard-working student. conjunction — a word which links other words (or groups of words) together: ‘and, but, so, then preposition ~ a word used in front of a noun or pronoun to show its ‘connection to another word: She left the book at work. ‘Thank you for your letter regarding our overdue account. Parts of speech + 31+ Subject and verb agreement The order in which we use words contributes as much meaning to a sentence as the definitions of individual words. The first rule of English language is sentence structure, A sentence is a group of words containing a complete expression of a thought or idea. It should contain a subject and a verb. The verb is the part of the sentence which indicates what someone or something is doing ~ very often it is the word that shows action. Let’s look ata simple sentence: ‘The manager wants three report. / subject verb In this longer sentence you will note that the subject and verb are quite far apart: Analysis of this month’s accounts shows an inctease in sales. ' 4 Subject verb ‘Very often in long sentences errors are made with subject/verb agreement. This hhappens when the veri ends up quite far from the subject. Look at these examples: X ‘The Chairman of the board of directors plan to announce a large profit at the meeting. ¥ The Chairman of the board of directors plans to announce a large profit = at the =e subject verb X The use of computers in homes have increased in recent years, 7 The use of computers in homes has increased in recent years t t subject verb X Our sales of this exciting new product justifies an increased budget. 7 Our sales of this exciting new product justify an increased budget. t t subject verb + Use of EnglishX Communication between people in different countries are made easier with email. as ¥ Communication between people in different countries is made easier with email. \ | subject verb Subject and verbagreement + 33+ Punctuation ‘The sole purpose of punctuation isto help the reader to understand clearly the ‘meaning of what is written. Errors in punctuation can create confusion and lead to failure in communication. If you are using rather a lot of punctuation marks in your ‘writing, you can be sure that errors are being made and you should begin again. Full stop/question mark/exclamation mark All these symbols indicate the end of a sentence. A fall stop marks the end of a sentence. The question mark is obviously used at the end of a sentence which asks a question. 1 The exclamation mark is used at the end of a word, phrase or sentence which indicates strong emotion. Commas ‘Today's business writing is simple, concise and uncluttered. That means as few commas as possible. However, commas are used: + to separate two or more nouns Please order some paper, envelopes and ribbons. + to mark off rwo separate clauses | I did not realise it was poor quality, otherwise I would not have bought it. | + to separate a descriptive group of words | Teresa, the new teacher, started work today. | ‘The Sales Manager, Mr Colin Tan, is in a meeting. i + to separate a word or group of words from the main part of the sentence Aword processor is, in my opinion, all I need for my work. ‘A computer, on the other hand, has many more uses. | 34 + ~— Useof English+. t0 mark off words like ‘therefore’, however’, ‘consequently’, “unfortunately” at the beginning or in the middle of sentences Unfortunately, I have an appointment on Friday. I can, however, see you on Thursday. Semi-colons It is possible to write perfect English without any semi-colons but they can sometimes be useful. + Semi-colons represent a pause longer than a comnia aad shorter than a full stop. They are used to separate two parts of a sentence where a comma would be insufficient. ‘We must buy the new book; it will be very valuable for reference purposes. + Asemi-colon is also used to separate items in a list which already contains ‘Three new employees will be needed in personnel, purchasing and sales; ‘one in marketing; two in administration and one in computing, Colons A colon is most commonly used to indicate that something will follow, for example a list or a quotation: ‘Many qualities are required: tact, diplomacy and patience. Confucius said: ‘Success can only be achieved through thorough preparation, Without such preparation there is sure to be failure.” Dashes A dash is used: + to show a change in thought in a sentence never thought I would pass my exam - but I was wrong! + a5 an alternative to brackets: Everyone — and that includes you ~ must attend the staff meeting. Punctuation + 35Hyphens. Hyphens are mainly used in compound words, where two or more words ate treated as one: self-centred, user-friendly, large-scale, up-to-date. \ I \ 36 + Useof EnglishTIP | Having problems with English language? Why not check out Section 8 on | comprehension? This should help you to imiprove your use of the English Janguage., a ee ae Apostrophes SME Geitonens Aoues (SEED chieRens, Apostrophes are used to indicate: + omission of a letter or letters It’s important that you don’t forget your textbook for all lessons. (eis) (do nor) + singular possession or ownership the toy belonging to the child the child’s toy the purse belonging to the woman the woman's purse the car belonging to the director the director’s car the desk belonging to the manager the manager's desk + plural possession or ownership the toys belonging to the children the children’s toys the purses belonging to the women _the women’s purses the cars belonging to the directors the directors’ cars the desks belonging to the managers _the managers’ desks Note that sometimes the apostrophe is placed before the ‘s’, sometimes after the ‘s', A good rule of thumb is to separate the root word, as in these examples: the child’s toy the children’s toys child = singular children = plural the dizector’s car the directors’ cars director = singular directors = plural Punctuation + 37+ Some basic grammatical rules Split infinitives Avoid placing an adverb between to and the verb which follows: X toquickly go X to cautiously enter X to carefully contemplate ¥ togoquickly VS to-enter cautiously to contemplate carefully 38 + ~— Use of EnglishParticiples Phrases using participles can act as adjectives and must be attached to the correct noun or pronoun. X_ Walking into the room, the light was bright o Walking into the room, she found the light was bright. X Having gone to bed, the door bell rang. W Having gone to bed, the boy heard the door bell ring. Phrases like Hoping to hear from you soon and Looking forward to hearing from ‘you are old-fashioned as well as incomplete sentences. They should not be used. Instead say ¥ Thope to hear from you soon. look forward to hearing from you. Singuiar collective nouns When thinking of the group asa whole, use a singular verb: X Acommittee of eight members are to be formed. VY Acommittee of eight members is to be formed. ‘When thinking of individuals forming the group, use a plural verb: X The committee was talking quietly among themselves. ¥ The committee were talking quietly among themselves. Prepositions Avoid ending a sentence with a preposition. X Is there a book which I can find this information in? W is there a book in which I can find this information? ‘Some basic grammati 39Either/neither/every All these words take singular verbs: X Neither of the applicants are suitable. Neither of the applicants is suitable. X Either one of the girls are willing to help you. ¥ Either one of the girls és willing to help you. X Every student in the class have a computer. ¥ Every student in the class has a computer. Each ‘When each precedes the word to which it refers it should be followed by a singular verb, ‘When each follows the word to which it refers it should be followed by a plural verb. X Each of the students have six books. X_The students each has six books. ¥ Each of the students has six books. The students each have six books. Shall/will Shall/will are used in statements expressing the simple future tense: Use shall with J or se: Ishall be pleased to visit him tomorrow Y We shall need to go to the drug store. Use will with you, he, she, they, it J They will make a decision soon, She will take her exams next month. Willis used to express determination ot intention: Iwill pass my exams this time. ¥ We will go straight to the disco after class, Shall is often used with I and we to express a speaker’s firm intentions or structions: ¥ We shall fight them on the beaches. W Shall I tell him or not? WY We shall overcome this problem. + Use of EnglishShould/would Should and would are used as past tense equivalents of shall and will We = shallshould Yourhe/she/they/it = willwould ¥ [shall see him tomorrow. ¥ He will see me to:norrow. | W [said Ishould see him tomorrow. ¥ He said he would see him tomorrow. i Y Shall [help her? ¥ What will happen on national day? WY He asked if he should help her. He asked what would happen on national day. The same distribution of should and would is used in main clauses linked to conditional clauses (e.g. clauses beginning with if). ¥ Ifwe had not taken the train, we should not have arrived on time. ¥ The had missed the train, he would have been late. al Wriney had caught a train instead of the bus, they woul have been early. Z Use should when you mean ‘ought to". 7 You should be able to do this. “pls, V Why did they do that? They should know better. { Use would with rather and sooner. / Lwould sooner go to the movies tonight. ¥ He would prefer a CD rather than a cassette. 7 They would rather go to Australia for theie vacation. Do not confuse would and could. Would means ‘if you are willing to” but could ‘means ‘if you are able to’. ¥ should be grateful if you would deal with this matter urgently. v Iwonder if you would accompany me to the party? i | (would = if you are willing to) ; ~ Do you think you could clean my windows? ¥ Could you help me with my homework? if you are able to) ieision to find further help on improving Some oasic grammatical rules + 41+ Some common errors | There are many books devoted to the subject of common errors in English language and | strongly recommend that you should study one of them. It is impossible in this book to cover all the commonly made errors, but here are a few of the most common ones: alighted The word ‘alight’ is used when talking about getting down from different kinds of transport. X alighted the bus. ¥ I got off the bus. ~ The bus stopped and I alighted, alighted at the bus stop near my home, | alot ! ‘a’ and ‘lot’ are never joined. | X There are alot of students, ¥ There are a lot of students. | although ... but Unlike in some other languages, it is incorrect to use ‘but’ in a sentence f beginning with ‘Although’. X Although I listened carefully but I did not understand, t ¥ Although I listened carefully I did not understand. i between ‘Between’ must be followed by ‘and’, ¥ There were between 200 and 300 people at the concert. ¥ The seminar will be held from 0930 to 1730. bored/boring The ‘ed’ ending describes how you ate feeling, ¥ Lam bored. X ‘The ‘ing’ ending describes whatever gives you that feeling. X Lam boring. Y Y Thelectureis \X- boring Use of Englishcope “To ‘cope’ means ‘to be able to handle something’. The preposition ‘up is not necessary. X- Thave tried to cope up with the problem. Y have tried to cope with the problem. dated X ‘Thank you for your letter dated on 2 July. ¥ Thank you for your letter dated 2 July. ¥ Thank you for your letter of 2 July. discuss “To discuss means ‘to talk about’. So ‘discuss about’ is like saying ‘talk about about’. XT would like to discuss about the new examinations. ¥ Ineed to discuss the new examinations. equipment/furniture ‘Equipment’ and ‘furniture’ are collective nouns. They cover a range of items. X an equipment X allequipments ——-X_the furnitures X Alot of equipments are needed. ¥ Alot of equipment is needed — copier, fax machine and printer. The new furniture arrives today ~ chairs, tables and drawers. haircut X Lut my hait yesterday. This implies that you were the one who did the cutting, not the hairdresser. ¥ had my hair cut yesterday. This implies that someone else cut it for you. having (a cold) X- Lam having a fever. ‘The continuous tense ‘having’ is not used in this way. Y Thave a fever. Y Lam having a hard time. Somecommonerors + 431 \ i 1 marketing In standard English the word ‘marketing’ is used to describe what companies do when they promote a new product. It is not used to describe what we do when we go to the market. X_ My mother does her marketing in Chinatown. 7 My mother does her shopping in Chinatown. ¥ Alot of money is spent on marketing new products. ‘mentioned ‘Mentioned? is often used similarly to the word ‘discuss’. Note the correct usage. X The teacher mentioned about the homework but I have forgotten. ¥ The teacher mentioned the homework but I have forgotten. outstation ‘The word ‘outscation’ seems to be used a lot in the Far East. It dates back to colonial times. Unfortunately, if this word is used outside the Far East, people may not understand you, X Mr Tan is not in the office today. He is outstation, ¥ Mr Tan is not in the office today. He is away on business. pass/pass up ‘When you pass something, you move it from one person to another. ¥ Please pass me the salt. X Please pass up your homework to me for marking. ¥ Please pass your homework to me for marking, send/take “Take’ means that you are going with the person. “Send? means that you are not going with the person. X_ Isent her to the airport. ¥ took her to the airport. X My friend wiil send me to work. This means your friend will not be with you. Y My friend will take me to work. "This means your friend will be with you. This means you did not go with her. This means you went with her. “ + Use of Englishstay/live/staying/living ‘Stay’ is used to refer to short periods. ‘Live’ is used to refer to longer or more permanent periods of time. ¥ Lam staying in Singapore. This means I am not here all the time but am here now. ¥ Llive in Singapore. This means Singapore is my place of residence. Y Where do you stay? This is often used incorrectly when someone really wants to know where your house is. Y Where do you live? + Assignments 1. Infinitives, participles, collective nouns and prepo: Rewrite the following sentences correctly: a) The team are playing very well this season. b) Which unit can I find information about grammar in? ©) The cook asked him to slowly pour the cream into the mixing bowl. d) The new equipment are being delivered today. @) Walking down the street, the Christmas lights looked beautiful. f) The furniture for the new offices are being delivered today. 8) Having declared the meeting closed, no other business could be discussed. h) Looking forward to seeing you at the meeting. i) My luggage are in the luggage rack above you. j) The new cutlery for the canteen have just arrived. 2 Neither/cither/every/each Choose the correct verb to complete these sentences: a) Neither of the students ready for the examination. b) Some of the books that the students need to buy expensive. ©) Every student in the class learning accurate keyboarding skills 4) All the male students in the class hoping to find jobs in big companies. ©) This student accommodation is popular because each student a single room. f) All the students each, their own rooms. 8) Either of the applicants suitable for the position. h) Each of the orders in excess of $1000. ') You will find that either of these dictionaries, very good. i) Neither of these machines in good condition, Assignments + 45+ Use of English Shall/will and should/would Choose the cotrect word to fill in these blanks: a) 1___be going to the student disco next week. by TsaidT__ be going to the student disco next week. ©) Mark said he ‘not be going to the student disco next week. 4) ____ 1 give you some help with your homework? ©) She asked if she help her. ) When you be teaching us how to write reports? 8) The student asked when I___be teaching her how to write reports. hy He see his father tomorrow. i) Ifyou had done your homework you__have known the i) Tf Thadn’t done my homework |___ answer. not have known the Correct the errors Each of the following sentences contains at least one error of grammar or sentence construction, Rewrite the sentences correctly: a) Neither of the girls are willing to help me. ) Lady’s clothes are on the second floor. ©) Although 1 didn’t think it was possible, but I still passed my examination, 4) Running to catch the bus, the car hit me. ©) Each of these sentences contain one error. 4) Ishall appreciate if you would look into this matter urgently, 8) Ifyou could help me to carry my bags, I shall be very grateful. hh) Having signed the minutes, no corrections could be made. i) A lot of new equipments are being bought this month. i) Itis easy to sometimes disregard the importance of friendship. Correct the errors ‘The following letter contains a number of errors. Rewrite it correctly. ‘Thank you for your letter of complaint dated on 21 July. [eel very disturbing that you have a problem with the television recently purchased from us, One of our representatives, Mr John Lee will call on you next Monday between 2 to 4 pm, he will endeavour to immediately rectify the fault. If he is unable to do so however, he will arrange to replace you with another television. If this appointment is inconvenient for you please call my secretary, Joyce Smith to make alternative arrangements. Please let me know if I could be of further assistant.6 Correct the errors ‘The following letter contains a number of grammatical, punctuation and sentence construction errors. Rewrite it correctly. ‘You will be please to know that we are planning another seminar. This “ time for Executive Secretaries, it will be held at Mandarin Hotel, ‘Orchard Road between 9.30 am to 5.30 pm. The date would be 8 October 2001 ‘This conference would be a practical conference, it aims to improve secretary's managerial skills and increase her productivity. A panel of professional speakers are been invited to give lectures on their specialisms, however, delegates’ will be able to take part in smaller | practical sessions also. Latest equipments will be demonstrated too, during breaks delegates will be able to easily operate them. Copies of the detailed programme is enclosed. A registration form is also enclosed which you should fill up and return it to me, Don’t delay ~ act immediately so that your registration can be attended to. Reserving a place at this seminar, your money will be spent. Remember, first come, first serve! Assignments + 47BUSINESS LETTERSIntroducing the business letter By the end of this unit you should be able to: i 50+ _ Introducing the business letter‘Communication with people outside your organisation is vitally important. This is your means of establishing contact with the outside world. For this reason a high standard should be set and maintained in all your communications. High standards in an organisation's correspondence suggest high standards in business generally. Despite the many modern communication methods available today, business letters are still very often the main means of establishing business relations with ‘other organisations. Business letters are an ambassador for your company, soa ‘good first impression is essential. Business letters convey an impression of the company in many different ways: Stationery and printing cf letterheaded paper Presentation Structure ofthe letter Language and tone used When writing a business letter (or any other business communication) your aim. should be to ensure a high standard in each of these four key areas. A well- presented business letter may lead to an important business contact. ‘These four key areas — printed stationery, presentation, structure, language and tone will be considered in this unit. Pi ited stationery Letterheaded paper Good quality letterheaded paper is generally used for business letters. An. attractive, well-balanced letterhead enhances the prestige of an organisation. Various details are included on lettetheaded paper, as shown in these ‘examples: Printed stationery + 61meter tert sonoma Po Logos A logo is a graphic symbol on the letterhead, very often the same as a trade mark used on packaging, delivery vehicles, etc. These logos are often unusual or amusing so that customers remember them easily and become familiar with them. With effective design, a company’s logo can become a widely circulated mediam through which a company can confiem and sustain its corporate identity. Cia itu ip TH CHOOULATE. TH TASTE, @ o) ©) Reproduced courtesy of (a) Koda Limited, () Boots the Chemists Lid, (6) Cadbury Led 52 + Introducing the business letteree oe era Peers) preeiecices ear Pence Perens pottery Prue Petar peered ee rte ened eure WBiation See) + Presentation: fully-blocked layout ‘The fully-blocked layout is now the most widely used method of display for all business documents. Open punctuation is usually used with fully blocked layout. This combination is thought to have a very businesslike appearance. In this example note that it is only necessary to leave one clear line space between each section of the lettet. Aurora Holdings pic Aurora House, Temple Street, London SEI 4LL Tek seeders 595 Fa soso oreo lt surah 21 Chatoworty Avene Aston Shots 20268 Dear Angela FULLY BLOCKED LAYOUT ‘The fly blocked method of paying busiest documents snow wisely uted, bu do se comecly? The main festa of ie modem day tht ines Sa hee margin wih mo excapons ‘Most people combine the uy blocked ayat wih open punctuation. This meane tha 2 mats reused cuts the by of conmuniatons. Of couse we need ous Eas and ful stops nthe ante bt o pancunon sed nthe nie adress, the ‘ito the atzaten,compmeniay cose o endonre actors Ifyou use fly blocked layout forthe et page of eter or any communica) you mut so lock he second or subsequent pages Coruaton sheets which sat wih the pape aber nthe mil ae et tly backed - shou be a the et margin, along we th Feerene, die and addressee. An erage of 2 cvanuason sheet played thy Bocked yout is encased "nom you wl agree this metodo lay i anyo produce and ks good oo. Remember to sets layout al your business documents ‘Youre sincerely fl elon ‘Shitey Tayo is)+ Other parts of a business letter Confidential/airmail/urgent {fa leer is confidential this should be indicated berween the date and inside address, just as it would be shown on the envelope: CONFIDENTIAL AIRMAIL, ‘Mr Martin Johnson Mrs Lily Ng ‘Managing Director $4 Taman Warna Carona Press ple 10890 Johor Bahru 56 Walker Avenue ‘West Malaysia Leeds 153 5G} Attention line ‘Traditionally an atzention line was used when the writer wanted to ensure that the letter is directed toward the desk of a specific person. The letter was addressed to the company in general and always began ‘Dear Sirs’. FOR THE ATTENTION OF MR JOHN TAYLOR, SALES MANAGER | Garden Supplies Ltd 24 Amber Street Sheffield 844 9D] Dear Sirs 2 In today’s business communications when we usually know the name of the person to whom we are writing, itis rarely necessary to use an attention line. Simply inciude the recipient’s name and designation in the inside address and use a personalised salutation, e.g. Dear John or Dear Mr Taylor. Copies ‘When a copy of a letter is to be sent to another person (usually someone in the sender’s organisation) this may be indicated by either of the following inethods: cc Patricia Mclnally, Training Manager ce stands for copy/ies circulated Copy Roschannah Farrelly, Personnel Manager Use alphabetical order Patricia McInally, Training Manager when more than one. Karen Murphy, Welfare Officer person is on the circulation list 54 + Introducing the business letterBlind copies If the sender of the letter does not wish the recipient to know that other people are receiving copies, a blind copy may be sent. In this case the indication bec is, used on the copies only ~ not on the original bee Lesley Bolan, Managing Director bee stands for blind copyries circulated Signing on someone else’s behalf You may have to sign a letter on behalf of someone else. This can be done in either of the following ways: Yours sincerely Sally Teruer ff JAMES THOMPSON Managing Director —<———— pp means per procurationem or on behalf of ‘Yours sincerely Sally Tamer ger JAMES THOMPSON Managing Director Open punctuation Open punctuation is commonly used with the fully-blocked layout. Only punctuation marks which are essential to ensure grammatical sense are included within the text of correspondence. All other commas and full stops are omitted. When using open punctuation itis important to be consistent: Dates 12 July 1999 No st, th or rd No comma Names Mr & Mrs Richard Reeves No full stops Open punctuation + 85Addresses Mr J C Leighton No fall stops after abbreviations Production Manager No commas at the end of lines JCL Engineering Ltd 245 Upper Jurong Road West Singapore 226767 Salutation and complimentary close Dear Mr Leighton No commas Yours sincerely Abbreviations Mr BA MRT Me BAL MRT fdr BEd ibM =X De Bd LBM NB RSA SBC NB RSA. SBC + Continuation sheets Many organisations have printed continuation sheets which are used for second and subsequent pages of business letters. Printed continuation sheets may show simply the company’s name and logo, as in these examples: ‘When printed continuation sheets are not used you should use plain white paper of the same quality as the letterheaded paper. Ieis important to include certain details at the top of second or subsequent ages just in case somehow the pages should become separated. Remember that when using fully blocked style you should maintain consistency by ensuring that all the headings on continuation sheets also begin at the left ‘margin, as in the example at the top of page 57: When using a continuation sheet remember these guidelines: + Do not include ‘continued’ or ‘Cont’ at the foot of the first page. It will be obvious that there is another page if there is no closing section o signature. + Always take over at least three or four lines of text to a second of subsequent page. a + Try to stare a new page with a new paragraph. It does not look good to leave ‘one line of a paragraph at the foot of one page or at the top of the next. 56 + Introducing the business lettereg Cee beni Lear nad Peres co | | 3 Ce ers 21 December 2000 las Suzanne Suttle Please sig and eum one copy ofthis cnet. Theater copy or yout keep. ‘You wile expected to atend an inducton course on you fs day of wok and copy of the programe s endosed Hook ore o weeoing you to Autor Hosings. Your sincerely DOUG ALLEN ‘recor Human Hescurces) Ene (Copy: Edward Chan, Marketing Manager ‘Sophia Nunn, Tranng Manager po aleet 1 you set a ‘office puts ih yous youroticn. ; ee + Categories of business letter | ‘There are many different categories of business letters. In this section we will yy look at some very basic letters. A sample letter is shown in each category and then you can practise writing some for yourself. Some of the main categories of business letter are: Aim : Confirmation To confirm arrangements made between sender and e. recipient Acknowledgement To acknowledge receipt of a letter, order or other item Enquiry To request information or prices vg, Reply ‘To respond to an enquiry t Complaint ‘To criticise poor service or goods Categories of business letter 57Adjustment To respond to the complaint and hopefully make amends Collection letters To obtain settlement of a debt Sales letters To sell goods or services Circular letters To reach a certain group of people (customers/staff) Letter of confirmation The main purpose of this letter is to provide a written record of arrangements made between the sender and the recipient in person or by telephone. These letters are usually very shore. China Textiles ‘No § Dong Fang Road ‘Nankal District ‘Tangin 300100 ‘China Tek +46 20002019 | roe tase Me hao San Ping Ssle Manage Zhao Fabric Pe Lad ‘Nathan Road Kewloos ong Kone DearMr Zhao am please to confi ou meting at 1030 on Tues 12 Sepember 200 tobe fice in Tin Out Deir fom Being, Mr Ong Chee Hus, willbe in Tisjin at that ‘in nde wil ab joins in our meeting [As L mentioned o you on he telephone am very intrested in sing your new range of ‘wine fares and hape yu cn rng ome samples with you ook ford tossing you aga “Tay Wee Boon General Manager Acknowledgement This letter is sent to acknowledge receipt of something when a written record is appropriate, An acknowledgement may also be sent to acknowledge receipt of another letter or document which requires further attention. As such you would clearly state that you will look into the matter and reply in more detail at a later date. Introducing the business letter= Stardust Photo Studio Rm 98 No 3 Building 1234 Yu Yao Road ‘Shanghai 200040 China Telephone +86-21-878787 Fax +86-21-878788 eva 25 May 2000 Me Chia tye Ann $3001 Cacboo Road Xai Dist ‘Shanghal 234389 ear Me ria “Thankyou for your lero 72 May areszed to ou General Managar, Mrs Ho Me Vig Mrs Ho i overseas on business and wl ot be inthe oes again until 4 Jun. shall bein ‘Conta! with Me Hand sal orm her bout Your eter, whch am sur wl eoahve he ‘romps atenton Plate et me know | can be of any hep. ‘Your sincerely Lalewinder Kase (Mis) Pato HoMal Ying (General Manager Some organisations use printed cards for this purpose which can be completed easily. ‘Jonathon Rosse Parnes, Slicors, 45 Queen Steet, London SW! ERT ‘We acknowledge with hanks the eet of which wil recive careful anion Teleone O171 456 7890 Fax O171 432 8765: Categories of business letter + 59Enquiry Enquiries for information about goods or services are sent and received in business all the time. In your letter remember to state clearly exactly what you ‘want ~ information? a catalogue? a price list? a quotation? Keep your enquiry brief and to the point. 34 Windsor Avenue Bolsover Chestereis Saaz 20 January 2000 autus Cites ple Nexeive Howse Temple Steet Lanson | Seal Concord eethesautaton Soar” TU ee My seighbou, Me Roland Keating, has recent recommended your hx cnses to me He and hs wie have oten ten & Nats cise and speak very highly about them, aa My wite and are thinking of celebating our 25 wedding eniversaryin August with 3 sea sped haay " Sei MARNE, Re = err Please send me copy of your eurent rochure shoving the costo your ess together ‘wih departure dates co "hope to hear om you soon, Match teconpiinestay i ose with he ealtstion MARK FARRELLY Reply to enquiry Enquiries mean potential business so they must be acknowledged promptly. If the letter is from an established customer, say how much you appreciate it. If it is from a prospective customer, thank them for their enquiry, give all the relevant information and express the hope of good business relations. 60 + Introducing the business letterNautilus Cruises plc _.. Neutius House, Temple Steet, London SE ALL To: s4e0)181 5425055 Fax: o4g104 098 4466 Emi: [email protected] mwst ee 22 January 2000 Wheneplying toa tetera eran ‘34 Windsor Avenue Cc cco Chester saann re ear Me Farol “Tank you fr yur eter of 2 January ending aost our rises 1m plan that ‘havo hear vue comments sb Our hau ers, " ™ encase cur etl ging fl etl of tis year's ruses. Your tenon is pricy ‘town to page 49 which ges departure dates foreach cusce ‘Asner is vsuly a heavy demand fo these cuss i suagest hat you shout bok cay, ey Party a: you propose fo tael dung the peak asason - Please do not haste o contact me and | shat do my best ensure that you 25 weds Bt _anversar is combed inst. natcitieconpinety Complaint There are bound to be occasions in business when you have to make a complaint, or deal with one. When you have a genuine complaint you wili fel angry but remember that the other party may not be to blame. They may have a perfectly good defence. Therefore, your letter should be confined to a statement of the facts followed by an enquiry about what the company will do about it or a suggestion of how you expect the matter to be dealt with. At all costs avoid rudeness or sarcasm. This will only cause illfecling. fategories of business letier + 61Of Ser proeaa ieee Leet Part THINK "Have you ever had reason to complain about goods or services? 18.une 2000 MeGanesh Haasan Fostors Master Buide 21 Lodge Lane Shette eetaes esr Me Fester ‘BUNGALOW AT 1 CRESCENT ROAD, MARLBOROUGH, LEEDS | toned the extract othe bung of this pope in September 1999. At that time you {sate ina the work weld be comited and the bungalow rea for opal ‘Stmonthe' time. That was Omonthe ago andthe wrk is sl only Na ihe are ‘The delay is causing a grt deal ot nconveniene nt only fo me buts othe buyer of ‘ny presont home. Obvious I cant tare i the bungaow af Gres Rad fuse. ‘nope you can proseed wh this work witout any futher delay. Paste let me know when, youespea tobe fehed ‘Yours sincerely RICHARD WHITLEY Reply to complaint Most companies will wish to hear if customers have cause to complain, It gives them an opportunity to investigate, to explain and to put things righ. Good will can be preserved instead of business being taken elsewhere. Here are some ‘general rules for dealing with complaints: + The customer is not always right, but itis good practice io assume that the customer may be right. + Acknowledge a complaint promptly. If you are unable to reply fully give an explanation and reply in full as soon as possible, + Be polite and try not to offend, even if the complaint is unreasonable. i + Introducing the business letter‘+ Admit blame readily if appropriate, then express regret and state how you intend to put matters right. + Thank the customer for bringing the matter to your attention, Foster's Master Builders Ltd Lodge Lane Sheffield S51365 Tek: ons 2672222 oust Nats ese Me Whitey BUNGALOWAT 1 CRESCENT ROAD, MARLBOROUGH, LEEDS MORNE 300 Sr your Ise of 15 June, am soy tate sie psd far caption of your wedge tinsiw ha aed bm exsode ele fow mush acne idly tite ag "would howe, ak you emer tht we have ad a excesonly ave winter, Tht made ‘wort on the st eemel feat ding severd pera of wy mow Secondly thre wae 8 ‘atone sorage of bling mater carer tit yea, from wich he tae aly om Ieee. Had not bm for ane tro fon dicate the exited camps po ot tmoua woul tae rence ae Ferma the wether hon tinct weks and sch work on your bungalow i reece ‘ow posting sony Une tse me syste anfiranen ay cm say gums ‘BCom wil be ey frou by he end of Aus co Place do nt sate tephone me iyo bee ay Father quesons Mamas Collection letters Collection letters are those sent to customers who do not pay accounts promptly. In such letters tone is very important. The way you write such letters will depend on such factors as the age of the debt, whether the customer is habitually late in settling accounts and any previous reminders issued. tegories of business letter +TANGS RETAIL PTE LTD 343 ORCHARD ROAD 809-09 DIAMOND TOWERS SINGAPORE 233322 TEL: 65 2343249 weet beens eros 2 November 2000 Jobnson & Saye 123 Hotand Crscent Singapore 234321 er ear Sis eer ACCOUNT NUMBER FT284758 a SR RERRIAMEE According to ou room he amount shown on our statomort ted 30 September 2000 aH et and amount ing has not been pad. The amount ong i 8422880, ey payment hs aay boon made bythe time you recive this ete please accept my EOI RMREEE erotics for oubing you. Howovert payment has been overtoakon | hops oc wa ree ‘Sete tis account aa soon ae posable Yours fatty Ifa polite letter like this fails to produce a response, a firmer letter will be sent. 64+ Introducing the business letterTANGS RETAIL PTE LTD 343 ORCHARD ROAD 09-09 DIAMOND TOWERS SINGAPORE 233322 TEL: 65 2343243 vast 20 November 2000 Johnson & Smythe {23 Holand Crosoet ‘Singapore 294221 ear Sis ‘ACCOUNT NUMBER FT384738 (On 2 November we wrote to remind you that ou Soplember sateen showed a balsnce ot ‘3452280 oustanding and de fr payment. ‘Setiement of his accounts now smost 2 months overdue. Therefore we mus atk you fort send us yur payment wit delay ot leat tu know the easa0 forts ley ‘A promot reply wi be apprecite. Yourstaihtusy WOK Wa! MENG ‘Revo Manager Categories of business letter+ Other types of business letter There are many different types of business letters. In this unit we have only looked at some of the more routine letters. Unit $ gives more advice on the rules of good writing with some practical work for you to do. Unit 6 looks at all the letters and other documents associated with applying for a job. Unit 11 looks at more advanced letters in the form of circulars and sales letters. Remember, there will be many occasions when you will need to write a letter which does not fall into any specific category. In these situations you must remember the general rules of good business writing and plan your letter ~ carefully so that its objectives are met. Structure Many business leters like the ones we have looked atin this unit, are short and. routine. They can be written without any special preparation. Other letters require more careful thought and planning. This four-point plan provides a si framework for structuring all business communications. This diagram illustrates. the four basic sections which will make up all your business communications: Aurora Holdings ple ‘Aor Moe, Tonle Sect anton $B 41h ‘OPENING or INTRODUCTION (Background and Basics) information DETAILS pee (Fats and Figures) footed RESPONSE or ACTION a ‘CLOSE = 66 + _ Introducing the business letterse e i a Structure + 6768 + Introducing the business letter#21-10 Raffles Tower Wessex Road Singapore 234929 ‘Telephone +65 2342344 Fax +64 2344244 ALL 21 October 2000 Ward Cutlery Led Richmond Street Sheffield United Kingdom 820 2B) Dear — Acolleague visited England recently and passed on your catalogue to me. We are very interested in purchasing new cutlery for our chain of hotels in South East Asia, Please send us your________and price Tist, and also let us know details of any you are s] able to offer. Information about would also be ‘appreciated, Yours ‘SANDRA KOH ( ) Food and Beverage ManagerA: g . oe WARD CUTLERY LTD Richmond Street Sheffield ‘Telephone + 44 114245145 Fax +44 114 2455555 PI 1 November 2000 AIRMAIL _| Mrs Sandra Koh, ‘Wessex Hotel Group 421-10 Raffles Tower Wessex Road Singapore 234929 Dear 21 October asking for details of our cutlery ‘our current catalogue which also contains all — and an order form. J 0 orders of £500 or more we offer a 20% discount. $| are usually sent by air freight within 2 weeks of receipt of order. =| Thope you find our ‘agreeable but if you have any queries please have pleasure in enclosi A) Yours sincerely WILLIAM BEAULAH 70 + _ Introducing the business letter3 Reply to enquiry Compose a reply from the Principal of Aurora Training Centre giving details of the courses available at your own college. Plan it frst, using a four-point plan, and make sure you include all the necessary points. Include an invitation for Mr Lim to visit your college to view the facilities ‘nd discuss thei a tly recelved some money rom an Insurance policy and decided ‘a new colaurtelevision set with remote control. Having paid Fy disappointed to find several marks on ied the j@ assistant was quite is Structure + 71Deer Sir or Madan Fem speach a such competence! You obviously don tcare ofall boul your customers obese you woud ake mor care fo aol be ine and rouble your inficsency bas cos! me nal o mento te expose! ‘Jn my Bouscbold we pay an exra fee fo ave to separate ents inthe B lacalpbone bok = ne for my ate and one for myse. ist you bane PE road my sac ishctons fo ener curranasas weasel, Tee cng of & Flames folly useless. Look ate book and so for yoursalf G00 mary more € Games bere aren Shafild! F waned my fs name B) (ncluding for oboious reasons of clanty, but you fut ignored my request. Ts Ef be! wasn't bad enous, you eon printed the rong ruber! For _svodhess sake, bow much more eong cen wou gi? Cte Sames ‘ one” 72+ ~ Introducing the business letter isAssignments 1. You work for Mrs Zukieka Bulbilia who is General Manager of Sunshine Holidays Ltd, a travel agent located at Fisherman’s Wharf, Bridgetown, Barbados. Carry out the instructions in this note from Mzs Bulbilia. Wernsid Bungalow Sunset Crest Cane Garden ST THOMAS [Thank you for your help in arranging our holidays las year. Next summer my fail and wish to vii ends in New York. We are unable fo stay vith them, as} they ive in a smal lat. We would lke to see as much as possible of New York witen we ae there and wondered if you could provide some information on travelto the USA, aocommodaton inthe ety and sight-seeing tris. We would appreciate an eaty reply. Yours sincerely MDG Maria Da Costa (Mrs) (Pitman EFBC1) ‘Assignments + 732. You work for Mr Alistair Fail, Managing Director of Fail and Kato Led, a publishing firm in New Zealand which specialises in crime fiction. Your address is Justice House, Te Aro, Wellington, New Zealand. ‘We would ike to enqure about membership of your Book Shop Crime Cb and det concen ‘ics and maaan purchase of books per year In ation we understand that Grace Garacho's now book, “iis of Red, eto be publsed shorty and we would ke to know abou te avatabty of promotional mate and purchase of hardback copes 14 + Introducing the business letter3. You work for Ms Anna Vinsen, General Manager of Nolan Components, an electrical and electronic parts manufacturer. Your address is 121 Lucerne Road, Auckland, New Zealand, (Pitman EFBC1) 121 Lacere Road ‘REMUERA ‘Auckland 5 Dear Me Vinsen arter to our convertion this moming, I woud lke to place an order forthe following tems: am v8 ve ecto EES ae YAOI S cots ‘receipt oF goods. 1 woud pie cot of end po eb t on fran tig om yo, sen TOE water ‘Yours sincerely Dard Blakivon David Bleairon Manager Assignments + 75Rules of good writing By the end of this unit you should be able to: 76 + Rules of good writing| Rules of good | writing+ Modern business communication Business communications can be written in a much more relaxed style than they were decades ago. Old-fashioned, long-winded jargon is out. You should aim to put across your message naturally, ina friendly, informal style. The secret of good writing is to use plain language as if you are having a conversation. This unit looks at two simple rules you should follow in order to ensure your communications are effective. 4 Remember your ABC If you are to be understood in business there are three things which you must always remember. Your communications should always be: accurate, brief, concise. Accuracy ‘Your communication should be factually correct ~it should tell the truth, the whole truth and nothing but the truth. All the details should be correct. Suggest which details should be double-checked in all your written communications: ‘Accuracy also means not being vague. Be specific and make sure the reader is completely aware of all the facts. Chose better alternatives for these vague expressions: X The meeting will be postponed to a later date, V7 X My plane arrives at 1.30. v X look forward to seeing you then. Yo eccceeeeee ees Remember yourABC + 77Brevity Busy business people welcome letters which are direct and to the point. Save the reader’s time by keeping sentences short and simple. How can these sentences be expressed mote briefly? X Please be informed that this order will be despatched to you on 12 July. v X Please be informed that I will be unable to accept your invitation on this particular occasion. Brevity also means avoiding old-fashioned jargon. What can you say here? X We have pleasure in enclosing herewith a copy of our latest catalogue for your reference. X Tam in receipt of your letter of 8 January which we received today. v Clarity Use clear language which the reader will understand. Keep words plain and simple rather than using long words or elaborate phrases. What can you use instead of these words and phrases? commence utilise terminate purchase despatch ascertain come to a decision, in the event that sive consideration to under separate cover despite the fact thar in the near future NSNNSNSSSSNNS at the present moment in time< 2 + Use the right tone ‘You alter the tone of your voice to convey messages in a different way. Similarly ‘written communications may be worded so that they sound polite, friendly, firm, bossy, sarcastic, condescending, even rude. If you use the wrong tone in a ‘written communication you could cause real offence to your reader. Even if you feel angry or frustrated, try not to vent your emotions in writing. ‘Your objectives will be achieved only with carefully considered and appropriate wording. Study the following expressions and choose an alternative way of saying the same things more tactfully. You have deliberately failed io reply to. X__ (too emotive) my letter. ‘We cannot do anything about your X (coo abrupt) problem. Try calling a plumber. Your interview will be held on X (100 bossy) Wednesday 28 August at 1400. ‘The problem would not have happened X _(too condescending) if you had connected the wires properly in the first place. Your computer's guarantee has expired X — (too blunt) so you will have to pay for it to be repaired. v Ie’s not our fault that your curtains faded. X (too sarcastic) ‘You obviously didn’t read the instructions about dry cleaning only. a Usetherighttone 79| Klip to acknowledge 5 (27th alt, | lan FF vol ig we ty % We ave catremely distressed te learn thal an evan toes estumed orden, The cause of your Hl che evnen cccunsed tn oun packing tection and ct was nol asconned before youn orden coas daspateked to youn goodaulfe Fkeme arranged fon a repect onder to bo despatched te poo tnumedactely and am tinfornud that this should leave ccm no cause for farther complaint with this replacement orden Dace again I-offin cum hamblest spologics fon theslure of the machine ‘22 Orchard Road 902-1 Lucky Towers ‘Singspore if netoy Gordon Patterson <] 218 Sedap Rood Singapore 104828, ear Me Gordon Your icter complaining abou your fauty VOR20 was received by us today. We wil be ‘rng one of ourtechicana Ban Loe to check out the aut rex Weeestay afternoon, ‘The falure ofthe machines vr iting, This res shovd't happen when ou machines are checked before ity leave our stop. I wander you've olowed he inetructons nthe book propery? =| replace you wit anew VCR. Hope ts recived satisfactory but at please give me a cal Yours tanty Use the right tone ut the machine, Speak to Brian would you, ‘him to go.round some time next week: Anpay Ban wil 00s someting which can bo ad onthe spot oii detective well} + Bt+ Guide + es for composing letters 1 Use short sentences Shor sentences wll Keep your meaning clear and ensure easier understanding, | 2 Choose simple words Simple words will convey your message more clearly. The use of unaffected language will help you to achieve the right tone. 3 Avoid wordiness Choose words with care and be economical while remembering the need for courtesy. 4 Use an appropriate tone Choose a tone to suit the reader and the subject matter. You can be firm or friendly, persuasive or conciliatory —it depends on the impression you wish 10 4 convey. Failure to adopt an appropriate tone will mean that the reader's attention is attracted mote to how its worded than to what is being said. 5. Be precise Your letter should be long enough to serve its purpose, but no longer. 6 Ensure accuracy Double check all figures, dates, numbers and prices, as well as spellings, punctuation, tenses, word endings, etc 7 Check consistency Ensure consistency of presentation (fully-blocked style with open punctuation) as well as consistency of expression (1, We, etc) 8 Use your initiative Ensure the reader knows everything. Instead of ‘next week’, state a day and date, If an overseas visit is planned give the time of arrival and flight number. Rules of good writingpe LET'S CHECK Decide whether the following statements are true or false. When a statement is false, discuss what is correct. i 1. Long words should be used in letter-writing. ‘Truc/False 2. "Yours sincerely’ should be used when beginning "“*Dear Sit? 3 True/False 3. ABJ/FTR is a postal code in the UK. «95. True/False 4 Continuation sheets should show the page number: True/False- 5. Unnecessary information should not be included in. True/False sgnlnalici too eee Pee : aces tet neal 8 “pps used supe ee ee late oe True/False True/False ushave been asked to draft.the letter which the personnel officer will - irteplyo this request-tlsing the notes piven below craft the ete Guidelines for composing letters + 83WHAT'S WRONG WITH THE ANSWER? [DESIGN AND PRODUCTION LTD Oiympta Works ‘Clrencester CR2 38W 21 Sept Careers Adveor ‘Ash Tree Uppet Schoo! Glovcester | cui 2a Dear Simmadam ASSISTANCE IN PROVIDING PERIODS OF WORK EXPERIENCE "regret itis not possible atthe moment to acade to your request ‘The management of tis company recognises the importance of work experiance ‘and the Maneging Decors investgating suggestions put forward by me. ta ‘Sanere can be worked ou, we vil plement # soan. Liste cf echools and coleges ‘wishing tobe included is presently being compiled - Ash Tree Upper tobe included. tis unk everybody can be acommodate tis year though. Pease let me know if you have any queries. ‘Yours fatty MR JOE WILLIAMS Personnel manager + Assignments 1. You work for Hong Kong Hotel and Conference Centre, 73 Victory Road, Kowloon, Hong Kong. An international company is moving its headquarters to assite about six miles from your hotel. Write a letter to the Administration Manager of the company describing some of the facilities you offer to visiting business people and conferences. Some notes you have made are shown below but you may include any other relevant details: ‘roams — mention those specially egutpped far business people ‘restaurants, types of cuisine Getaune facilities for guests rooms for conferences and eguipment available transport ~ local and. international (LCCIEB EFB1 style) Rules of good writing2. You work for Mrs Ruth Fairless, Manager of the Bateman Hotel, Norland Road, Tenwick, Cumbria C49 8JY. (LCCIEB EFB2 Style) E f Mrs Fairless has received the following letter: 29 Yenerof Avene Litlcover Deby DET GHU 17 Ape ‘Dear Sir or Madam j ‘My husband and I have stayed at your hotel quite a few times inthe past. We last stayed with you about four years ago, We always enjoyed staying at the Bateman Hotel which isin a lovely part of. ‘Cumbria. We would like to bok a holiday at the hotel later this year but would like to ask you one or two questions. First ofall I'm sory to say that my husband has had an accident and has hurt his leg. He cannot | ‘manage to use stars very well. We would like to have a room on one of the upper floors of your hotel as these have lovely views of the lake - but do you have a lift? Also we would like to bring our daughter with us and she isa vegetarian. Do you have vegetarian food on your menu? We would also prefer non-smoking rooms. Do you have these? ‘Yours sincerely [we Wilson (Mrs) rs Failess says that she remembers Mr & Mrs Witson who are a very nice family. She ‘asks you fo write fo Mrs Wilson and tel her that there fs alt but rooms with a view are very popular and need to be booked early. She asks you to mention thatthe lits will not be ‘working on 26/27 May from 0820 to 1130 and from 1430 to 1630. The hotel alvays has vegetarian food on its menu (it has been praised for this) and some of the nevwy-decorated rooms are kept for non-smoking guests but these are more expensive. Enclose our leaflet ‘which snows full details and room rates. Write the letter Assignments + 853 You work for Mr David Fenworth, Manager of Fenworth Fashions, 117 High Street West, Hale, Cheshire WAS 7TH (LCCIEB EFB2 style) ‘Mr Fenworth has received the folowing letter: i 12 Elm Drive Hale Cheshire WA15 8JH Tel 081 981 2525 29 September MrD Fenworth Manager Fenworth Fashions 117 High Street West Hale ‘Cheshire WAS 7TH Dear Mr Fenworth {1am taking a course in Business Studies at college and 1 am now looking at how companies like Fenworth Fashions appoint new staff and also at their Human Resources policies. | should be very grateful i | could speak to you about this. If you could spare me some time ‘next week | could vist you at the shop. | am free on Thursday afternoon or Friday moming. ‘Thank you for your help. Yours sincerely Rachel Jones (Miss) ‘Mr Fenworth wrote you this note: Please reply. Tell her that the deputy manager, Anne Gibb, deals with appointing mew staf. Vue spoken to Anne and shell be happy to speak to points » | Miss scott. Tell her to cone to the shop at 1440 on Thursday 6/10. She shoutd cone to the staffentrance at the back of the shop and bring muy letter ‘ with her to Show to the security guard who will let her iss. Anse will looke e | forward te necting thens. Copy the letter to AG please * t f Write the letor t 86 +. Rules of good writing 54 You work for Mr Rashid Hassan, Office Manager of Langland ‘Manufacturing, Freeman Industrial Estate, Pitt Lane, Portsmouth, Hampshire PO13 7]J. The company makes houschold furniture. (LCCIEB EFB2 style) Mr Hassan has just received this letter and has asked you to draft a reply to i MANTLES STORES | 261 Mibu Rose Heaton | Newcastle upon Tyne i NEG SKA | ‘Telephone: 0191 4447656 Fax 0191 4447777 1 kupuro2 25 June 1998 ‘Mr Rashid Hasson | Office Manager Langland Manufacturing plc Frasman Indus Estate Pit Lane Portsmouth Hampshire PO13 74) | Dear Mr Hassan 'As you may know, we are one ofthe largest chains of furiture stores in the North of England. We fre now planning io expand and open @ numberof stores inthe Sout of England, including one in the Portsmouth area, ‘We usually try to buy our furituce from local suppliers and thought it would be useful for both of our | ‘companies ifwe could mest to consider whether you could supply us wih some of cur funiture, | panieulary dining tables, chairs and carpets, | | {salt be visting the South of England soon. | shall bein London on 19 July and shall be staying | there overnight I itis convenient would tke o.com down to Portsmouth on the 20h fo mee you and vist your factory. nope to hear fom you soon Yours sincerely | Nec Jaen oth James i hist Buyer (Mr Hassan says to you: Please prepare a reply to Mr James and tell him we'd be delighted to meet him and show him our factory, Please ask him how he is going to travel from London to Fortemouth on 20 July. IF he's ' coming by train we can arcange for someone to meet him at the railway station. if he's driving here ' tne will send him a map 60 that he will be able to find us. IFhe ca arrive mid-morning he can visit \ the factory and see what we make. We can then talk about a deal aver lunch. Let him know that we uy make a wide range of dining tables, chairs and cabinets and send him our latest catalogue. Say ry haw pleased we were to hear from him. F Assignments + 87Recruitment correspondence By the end of this unit you should be able to: 88 + Recruitment correspondence+ The recruitment process Various letters and documents are involved in the process of applying for a job. In this unit we will look at the most common documents from both viewpoints = the applicant’s and the employer's. First of all reorganise this list into the most logical order using the skeleton diagram shown: Letter to referee Letter of resignation Curriculum vitae Offer of employment Invitation to interview Reference Job description Letter of rejection to unsuitable “Testimonial from present company applicants Letter of acceptance Letter of application Contract of employment a _ —| } aN r z The recruitment process + 89+ Application letter “Things nolo say onan application Iter 0 + ‘Let's meet s0 you can ooh and aah ‘When you sce an advertisement which ‘over my experience’ attracts your attention, check carefully 0 | you want me tobe Head Honcho in ‘note whether applications should be 0 time handwritten. If it is not stated, you may type your letter. Keep your application letter short and concise, with your main particulars listed in a curriculum vitae (sometimes called a resumé). This avoids ‘your letter becoming very long and bogged down with unnecessary information, APPLICATION FOR EMPLOYMENT PRIVATE & CONFIOEKTIAL | Recruitment correspondencesree ‘rtp (een [Eee [Sow foe tome [tio |e Ee eG Reproduced courtesy of Waterlow Business Supplies Some advertisements specify that you should write in to request an application form, in which case just send a simple letter requesting the standard form. Application forms are often preferred by larger organisations because by giving specific headings the company can be assured of obtaining the same information about each applicant. Application letter + 91Seneca — 49 Broome Avene Notunghant Nez 3h Tek o118 987054 2ne 2000 Mrs Louise Dunscombe ‘luman Relstons Maneser ‘rer Holdings pe ‘Temple Steet Landon SeLaLL reed Dear srs Dunsoombe TELEPHONE EXECUTIVE (KARKETNG) "am interested in applying for this post as advertised in today’s Nottingham Post 1 uve been employe as part-time Administration Asistant tn Nottingham ‘Technlcal College forthe Ist G months while sting there ona Busines ‘Admistration course. My course fish: very soon anid tt het Jae 2 progressive company auch as Awora Helge Coed >My ful particulars are shown on my encased Curriculum Vitae {shal be happy tated ain nero at any tne, a ck ord to hea Irom Sou sc. me “ee — [ADRIENNE LANGSTON (tes) cots Ene + Curriculum vitae Curriculum vitae is Latin, literally meaning ‘the course of one’s life’. A curriculum vitae (CV) sets out your personal details, education, qualifications and working experience. Make sure you organise all the information logically under headings dnd use columns where appropriate. All your details can then be found at a glance. 82 + — Recruitment correspondence _ —___Eee CURRICULUM VITAE Name Pen areas NEE TERE Tecpnone CORMLIE - Notary Seen eee ‘QUALIFICATIONS Pee ott) pares EXAMINING B00Y suaecT WORKING EXPERIENCE pares. EMPLOYER Posmonounes: [ADDITIONAL INFORMATION Pee en toi and year only + Invitation to interview A letter inviting shortlisted applicants to attend an interview should be fairly short, simply thanking the person for his/her application and giving a day/date/time for the interview. Invitation to interview + 934 Interview The interview is an essential stage in the recruitment process. Unit 2 gives full {guidelines on how to prepare for interviews. Perhaps you can arrange for some mock interviews to be held in your class? Aurora Holdings pie Arora House. Temple Street, London SEI 4LL Tek sas soa 98 Fase renal 4 9008 Enait aurora. wk Lost 8 June 2000 Miss Adienne Langston Paar 49 Broome Avenue ener) ‘TELEPHONE EXECUTIVE (MARKETING) Thank ou for your recent eter spying forthe above pst. Peer) BR SLOGMMMMRE| hoe you can tend an ines 1090 on Fiay 16 une eee this appointment is inconvenint pase telephone my secretary o make atematve ‘arrangements ‘Yours sincerely enres Dernranne LOUISE DUNSCOMBE (Ms) Human Relatone Manager 94 + — Recruitment correspondence+ References Before a candidate is offered a job the company will usually take up references. Iisa good idea to take along to the interview copies of some testimonials which former employers have written about you. However, companies may still prefer to telephone or write to referees asking for comments on the character, personal qualities and work performance of the person they have singled out to be offered the job. If you have not yet started work you could sive as a referee your teacher or someone who has known you for several years (not a relative). Aurora Holdings pte Aurora House. Temple Street, London SEI 4LL Tek sesh sesso Fa seston tr oot Ent aurora fcc wst 10 June 2000 Miss Pamala Rashid 48 Thoumes Canon Netengham Nostaar ear Miss Rashideh APPLICATION FROM MISS ADRIENNE LANGSTON FOR THE POST OF TELEPHONE EXECUTIVE MARKETING) Se ‘Mas Aaienne Langston as pif hi ost nds sven your name afte penne acer Mi Langson says she has known you for saver years, ecety a hee ron a course Pent _tNotingham Techical Cotege | shoul be gah for any formation you cot ge ‘out her Competes, ety and gene racer TPO Ts ost icles 2 great deal of cutamer cored so a end nd courteous telephone petro ‘manner essential There wi lobo some asminatrave dues ivched iis fost, ‘Ainformason provided wi be tetedin sites conttence Louie Dra team LOUISE DUNSCOMBE (Ms) Human Relasone Manager References + 95 Seri t i ; : IPerera penned Pete nto eat ae gals Maition some 48 The umes Carton Ntinghom Neat 287 Telephone: 0215 221221, 11.4une 2000 es Louise Dunscombe Homan Relations Manager Aurora Holdings ple ‘rors House Temple Steet London seta Dear Mrs Ounscombe APPLICATION FROM MISS ADRIENNE LANGSTON. FOR THE POST OF TELEPHONE EXECUTIVE (MARKETING) ‘Tronic you for your lettr of 10 June regarding His Adenine Largston. 1 have known Miss Langston forthe past 10 years as she is the daughter of @ personal tend. Since September 1996 she has been attending a Businese Administration course a: Netcngham Technical Colege. she gained many NVQ {ualitcations as well as Pikman, RSA and LCLIEB qualifications. During the past ‘Sk montis she worked pare-tme in the administration ofce here a the colege Carrying out general oftee duties iss Langston has been a conscientious student who aways participated flyin {Sass discussions and producod excolent work wen the given tie fame. she \worked very hard to Compile an excelent portfolio of assignments dnd projec work wien contrbted to her RVQ qualifications, Comments on her part-time Work inthe adminisvaton afce have been very fevourable and 1 Know that het Supervisors consider her tobe very helpful and ar-working. iss Langston &s a pleasant, sociable, courteous young lady who has 2 lt of | ‘ambition forthe futur. 1am sure that she will be abe to carry out the duties involved in this past to vour satisfaction. Ihave no hesitation i recommending her highly. Romain Kasrsdrot PAMELA RASHIOAH (Mis) + Offer of employment ‘After all the interviews have been conducted a shortlist may be drawn up and second interviews held. Once a decision has been made on the successful candidate, formal offer of emiployment will be sent to the successful applicant. Depending "= con the size of the organisation, a separate contract of employment may be drawn up. Here we will deal with a simple offer letter enclosing a job description 96 + Recruitment correspondencerN Breet) i Cert Porte cose rr Pee eo G awora Holdings pie Aurora House, Temple Street, London SEI 4LL Tek sesona ts s07 Fas cata pee Ema surora@fconk vost 120 hme 2000 Mis Aonne Langston {8 Broome Avense Netsnghan neaara Dears Langton TELEPHONE EXECUTIVE (MARKETING) ‘Thank you for atoning th recat tenon "am plasod to ofr you this ost commencing on Monday 2 August 200, B Ful dea ofthe poet are chown on he atached Job Description. The ems and condtons (employment wi be as laid dm e our Convet oF Empioymer which also eneee. Please lt me have win confirmation of your accopance his potas soon as pose “Two cher Tlaphone Executives wil sia wor on the same day so the moming of 2 August it be sport on an nducon tang cours. Plesse opr to our reception at 0800 ad ek formy Secretary. Mis Kathede Lee. bok one o welcoming yout the sat of Aurora Hldage Youre sincerely LOUISE DUNSCOMBE (i) Human Relations Manager nes (Copy: Glen Cooper, Marketing MangerJob description [A job description states the title of the post and to whom the person reports, as well as giving full details of the duties and responsibilities involved. oS G Avrora Holbings ple eee! JOB DESCRIPTION oo Te Telephone Exove Martng) HORII 200 Marttng Deparment, Head Otis See Responsible to Marketing Manager Main Purpose of Job Tolophanacoxtamer win ha objec otfetsng Cportrnes whore Dees can bo tessa MAN DUTIES AND RESPONSIBILITIES Toachleve cl calle gets and any get efor ses capa. “Tohave aged eephone manne and courteous focuser a al ines “Toca out any administrative requements generated bythe teerhoe cas an sectrate ander! manner. Ths may ilude sending eters, ex messages, ‘eps, product Merture, et. “Toundertake traning courses to make good use of telephone seling techiques To underako training onthe company's products and series ano promote _atooiton produsa where appropriate To cary out competitor market research by contacting ther branches to gather Intomaton on pring, product evalably ec as rected by your superar. To communicate dearly and efocvay with other employeesin the company esecensary, cece [ere bred Taccay out any other tasks a requested by your superior, + Recruitment correspondenceTHINK Ask your business administration teacher to discuss the difference between job description and a job specification. Letter of acceptance It is usual to write a formal letter to the company accepting the post. Keep it simple. 49 Broome Avenue Note NG? PD 25 June 2000 Mrs Louise Dunscombe Human Relations Manager ‘Aurora Holdings ple ‘Aurora House ‘Temple Street a Landon’ : SEI ALL Dee Dear Mrs Dunscombe ‘TELEPHONE EXECUTIVE (MARKETING) ‘Thank you for your letter of 20 June 2000. Lam pleased to confirm my acceptance ofthis post as detailed in the Job Description and Contract of Employment. aa | shall look forward to joining the staff of Aurora Holdings pe. ADRIENNE LANGSTON (Miss) Letter of acceptance + 99Letter of resignation ‘When you have been in employment and wish to leave for whatever reason, its i usual to write a formal letter resigning from your post. sean 25.3une 2000 ‘Administration Manger Notunghamn Tectnieal College 123 Bridge Avenue West Brdgind Noftinga Further to our discussion today I regret to inform you that I wish to ve one ss ‘month's notice of my resghation frm the compan My last day of wok wl be Friday 90 ly. Pere he en ey hay working ead ound my work ey vrei eno bere ee fo xe sy ees wh a as da Give thanks ‘Thankyou for your help and guidance, urs sincerely Ortrerre Aangeron ADRIENNE LANGSTON Oss) + Testimonial (letter of recommendation) Its useful to ask previous employers for testimonials as these will be useful when applying for future posts. {100+ ‘Recruitment correspondencePees eee Rearend nent! Poe NOTTINGHAM TECHNICAL COLLEGE 123 Bridge Avenue ‘West Bndgford Nottingham NGB 76} “Telephone: 0115 876789 Fax O115 876889 18/68 28 June 2000 “TO WHOM IT MAY CONCERN Miss Adrienne Langston has been parttime Administration Asistant in our [General Office from 24 May 1999 to 28 june 2000. We asked her to join us on = permenent parttime bai after she had been with us for several short periods ‘of work experence during her Business Administration course Miss Langston carved out a wide range of genera! office duties Including opening tnd distebuting mail, photocopying. fling, dealing with general telephon= and Malkin enquiries and entering data inte our computer systems. ‘A conscientious, hard-working and reliable employee, Miss Langston set herself ‘ery high standards in her work, She had a pleasant telephone manner and was ays courteous when dealing wth her colleagues and external contacts. She twas. good time keeper and had a good attendance record. iiss Langaton has a friendly, outgoing personality, «good sense of humour and she works well as part of # team 1 feel sure that Mize Langston wil bean asset to any organisation Hater Brodleny Helen Bradley (Mrs) ‘Administration Manager Testimonial (letter of recommendation) ++ Assignment In this assignment you are going to follow the recruitment process all the way through, looking at it from the point vf view of both the employer and the applicant. As you complete each stage, make sure you refer back to the specimens shown in this unit so that you display your documents correctly and consistently. Use an appropriate date ‘on each document and keep all the documents neatly in a folder. This advertisement will be your starting point. G Avrora Holdings ple ‘Aurora Holdings is one of the busiest retailers on the high street today. ‘We currently have a number of vacancies at our head office. PERSONAL ASSISTANT ‘TO PROJECT DEVELOPMENT MANAGER Applicants should be suitably qualfied, experienced and computer iterate. ADMINISTRATION ASSISTANT HUMAN RELATIONS DEPARTMENT ‘Applicants must have good communication and organisational skils ‘nd be able to work under pressure. WORD PROCESSING OPERATORS ‘ADMINISTRATION DEPARTMENT Applicants must have excellent word processing qualifications and an billy to work well as a member of a team in this busy department. IT ASSISTANT ‘Applicants must have relevant experience to join the IT team which provides IT support to 150 technical and administrative stat, ‘Applications with full CV should be sent to: Jako Williamson Personnel Manager ‘Aurora Holdings ple ‘Aurora House Temple Street London SET aL 1 Apply for one of the posts. + — Recruitment correspondenceNe i & 2. Compose your own CV to send with your application letter. TIP. Why not ask your teacher if you can use a typewriter or word processor to prepare your CV? 3. Compose a letter from the company inviting you to attend an interview. Give a suitable date and time. Tip “Remember to design a suitable letterheading with logo. 4 Write a letter from the company to one of the referees mentioned on your CV asicing for details about your work performance, character and ability. 5 What would you like to think that your referee will say about you? Write a suitable (but believable!) reference from your referee to the company. 6 Compose a letter offering you the post at Aurora Holdings. 7 Discuss the duties which you would expect to perform in this job, Compose a suitable job description, Perhaps you can discuss this assignment in your Business Administration lesson? Your teacher will be happy to give you some help. 8 Write a short letter accepting this post. 9 Write a letter that Aurora Holdings can send to all the unsuccessful applicants. 10 As you have accepted the post at Aurora Holdings, you must resign from your present post. Make up suitable details and compose a letter of resignation. 11 You have asked your current employer for a testimonial which you may keep. Compose a testimonial from your present company giving details of your duration of employment, the post(s) you held, your responsibilities, your work performance and any other appropriate details. TIP “Take a look at Gartside’s Model Business Letters and Other Business Documents. “This contains lots of ferent references and other business documents. Assignment + 103TELECOMMUNICATIONSEmail and fax messages By the end of this unit you should be able to: 106 + Email and fax messagesBusinesses today operate in a highly competitive market in which high-speed ‘communication and information transfer is essential. Most of the activities in today’s offices are electronic using computer-based technology. Electronic rail, or emaii as itis commonly known, has evolved as an effective, low-cost and quick method of communication with friends and colleagues all over the world. ‘With email, messages are keyed into a computer workstation and then transmitted to the recipient. A single message may be sent simultaneously to ‘many recipients. A lot of time and effort is saved in producing formal, printed ‘memos, but of course you may still print out a copy of email messages if required. Many email messages are short and may be deleted after a few days or weeks. If the messages are longer and more important they may be retained on the electronic file for a longer period of time. ‘The advantages of email are: high speed send/receive cycle direct input and retrieval from keyboard virtually instant despatch/retrieval simultaneous circulation to pre-selected groups other files (e.g. created on Word, Excell) can be attached to email messages for recipient to download easily ++ instant responses can be sent. seeee Email is quick and easy to use, but this should not be an opportunity to forget all the basic rules of good business writing. In business use, try not to use abbreviations which you may use wheu emailing personal friends. THINK . fany abbreviations like BEN (bye for now) and PCM (please' ised ih personal email messages. Discuss other abbreviati have seen or used, . e ime) are. Electronic mail 107Netiquette The evolution of email has brought about a special ‘netiquette’ as shown here (reproduced from Model Business Letters and Other Business Documents}: 1 Check the email address. Correctly addressed email messages are delivered within seconds. It can take days to receive an error message letting you know that an incorrectly addressed message was not delivered. Always write a subject heading. This will give the recipient a good idea of the contents of the message and makes for easier handling, Check the time. Itis important to keep your compater’s internal clock and date settings accurate, otherwise problems may be caused in trying to sort ‘messages chronologically. Keep caps lock off. Capitals indicate shouting and can look threatening. Express yourself, Emotions can be used to show mood in your email rmiessages. Some of the more common emoticons are: =) happy 3) wink (sad 1 indifference perplexed O shock or surprise Greetings, Formality does not read well in email. Replace formal salutations like ‘Dear David’ with informal ‘Hello David’ or even just ‘David’. Similarly “Yours sincerely’ is not appropriate in emails. Use just ‘Best wishes? or ‘All the best’. Check your syntax. It is easy to allow sentences to become very long and verbose. Make an effort to keep sentences short and simple, and check your syntax. The more pride you take in your message composition, the ‘more successful you will be in being understood and achieving the desired results. Keep copies. Just as you would keep copies of letters, itis good practice to take a printont of email messages sent and received. ‘Check your message. As soon as you hit the ‘send’ symbol, your message may be received in seconds. There is no calling it back for second thoughts, so check it carefully and get it right first time. ‘When an email message is sent from one terminal itis stored at a communications postal station until the recipient gives a signal to his or her system te receive messages. This often happens automatically when a user ‘logs on’ to the service provider. Transmission takes only seconds, and messages will be shown on your screen with a simple ‘click’ of a mouse. Email and fax messagespeer aaes To. tan [email protected] uk From Shiley [email protected] re] Date Mon 2 Seprmber 1699 iyoy ‘Time 122548 #0000 | Fore Subject Commonicaton fr Businoss ed eation ' re hie peteen nay ened “Thank for youremailtoday. Tm glad you enjoyed your holy in Cansd, {mheppy repr that ve been able to progres vry wel wth the new eon of ‘Commit for Business: ve recived help om some trends and cleaves Poetry ‘whch hasbeen wer valuable, Fe sao been ouch wi ts Big companies who PSUTOSEEELIOR nove vary nly given poisson for me io use some oftheir documents amy book {shouldbe abi to wrap eventing up by the end ofthis month, Would you keto come Uupand calect the work next week? Sal we say Wodhosday 30 Septerber et Cur usual {able inthe ed Lion Hotelin Tock? Please et me know iti OK wth you ne Vea essagd i abe fea by tie recipient with =econds.. (Oueannot-callit back Abadi Protea it cart before you ickssend S ee ha ae 5 The Internet Email is just one way of communicating using the powers of modems, computers and telephone lines, but the Internet is opening up so many more possibilities. The Internet is a rich source of information, a link to the world, an educational tool, an entertainment medium. The Internet is rewriting the way in which we communicate and learn. Businesses, individuals and schools have gone on-line to experience this fascinating medium. With its ready acceptance come some issues which may cause concern. This should not be allowed to discourage us froim making th most of this valuable resource pool. This leaflet from the Singapore Broadcasting Authority gives some tips to help you make the most of the Net ~ in ‘Netspeak’, Happy surfing! The intemet + 108Aouoyony Bupreoppoug sxodeiues Jo kssu03 pasnpoudoy 5°L 2p Email and fax messages + 110+ Fax messages A fax machine isa relatively inexpensive ~and most would agree essential [J vem of equipment for any business. Fax transmits and receives any o] 1 kind of message —handwriten, printed, word-processed; maps, messages, dlagrams, photographs, Transmission ofa fax message (Y tales only sevonds, depending on the length ofthe document. Sending messages by fax is a popular choice today due to ts versatility and speed. Fax i often used between divisions or branches of the same company instead of telephone or memos. Business leters are frequently either sent by fax or replaced by fax messages. Most companies use a special fax letterhead for fax messages. ‘This fax headed paper is often used with just a brief covering note explaining an accompanying document. The salutation and complimentary close are normally omitted but the message will generally be signed. GAuwrora Facsimile message i | i i int Brodit Authority Father or ephine coment | old ie ‘Rercameno psd n"Seracl Voces 29 Att Pex prot esas on apse Toute | FGRIS” Reproduced covtiesy of Singapore ~ Fay Messages 111THINK Aurora Holdings pie eer Aurora House, Temple Street, London SEI 4LL Tek ston sz sop Fi aor a0es Ea srera cocoa Pian FAX MESSAGE - To ‘ea Tan Region! Manager - Company Aurora inematons a cen Somes ures era Ee teed From Mat Ng, tector Cotronces ad er host ee, 18 ne 200 umber of pages being sont A a Visit TO SINGAPOREMALAYSA B Sophia Lee, Director of Asia Training Ertrpisas, has Inve me toe the 10h Annual Malaysian Secretaries Conference athe Mandan emai Hote! n Kuala Lumpur en {2 Aout am therefore esrengng he schedule for my forthcoming tip to Singapore so tha! spend 2 few daye in Malaysia before fying Goun to Sngapors oh Monday "4 gest My Mgrs ‘te contmed ard & copy of my unerary i enone {nope al the arrangements forthe Regional Conference i Singapore are gong soci lease lt me soe copy of your propose progrnme son lopetter wih alto matertis POTTER you wart me to bing fom London + Assignments 4 You work for Kwik-Print plc and have received instructions to print business cards for Miss Fouzia Suki, Personnel Manager at Trendsetter Training College. The artwork has beeu prepared but you need to obtain approval from Miss Suki. Compose a fax, leaving space for the business card to be illustcated. Include a simple form at the foot which Miss Suki may sign and fax back to you if the design is approved. 112 + Email and fax messages2 You work for the managing director of Stanfield Engineering who is, presently visting clients of your company in the Caribbean. During his absence you receive two important quotations for major office renovations. You know that your employer wants work to commence urgently on these renovations but he is not expected back for some time. Send him a fax message at his hotel, enclosing the quotations, and ask for his instructions. 3. You work for Mrs Zukieka Bulbulia, General Manager of Sunshine Holidays Ld, a travel agent at Fisherman's Wharf, Bridgetown, Barbados. Carry out Mrs Bulbulia’s instructions in this message which she has left for you. MESSAGE FOR Telephone No ism oene| [aes sacnape Please Sard an warpinl fox Mr Has Babaal,. tha. ran. mateger of owe. brarth,ofice tn Tammavea. (Fou. No 0729 HES). He itirds te idit ws. te see, hew. we, patoudise, awe hatidays, te. passers-by... Unfartanadtiy. he. has.chasen the Taesdary of. the, weide. wie. are. hawiig the. neo warden fsited. and. tdseesfert..e. vill Iaure wating. for huss te cee. Suggest: he. cares. the. follewirg weele wht. ove.1enstifermadin on balidays. te Sirath, Frservia, will eon. cola Teh hats. 218, will onvange fot, hate, bo, mite, Willeainn Da. Silea, Wa itch chage of ase. advertiurg te.that he con bolle ude hose bs wre. Prk basin. ta fone ogrrement. te, the...Cerdted date and. prograsice Taken by... Chase te (Pitman EFBC1) Assignments + 113,Lucerne Road, Remuera, Auckland, New Zealand. Carry out Ms Vinsen’s 4 You work for Ms Anna Vinsen, General Manager of Nolan Components, an electrical and electronic parts manufacturer. Your office address is 121 { instructions in this note. DESPATCH DELAY NOTIFICATION - INTERNAL ‘Order No: BK2Q3 Customer: Best Lightin« Contact Lyndon Davi Te nn ae ne in awaiting delivers Fron our GOS At a ce 0S Shade ll Sesh Diticutis wih our suppbor, OS OCA ce possble, We Speck tO a C_Transport problems in our despatch department Transport problams in our suppti'sdeepatch department. Transport problems wih natonal haulers x ~-QY5.. 5 RPGS... ME, MAAN (O49 matedals, =, due... aNOTeaY, (Pitman EFBC1) 114 + Email and fax messagesINTERNAL COMMUNICATIONMemoranda By the end of this unit you should be able to: {2 “explain the purpose of memos design pre-printed memo forms which contain all essential det compose memoranda from given instructions: aoe | ‘ + Memoranda’Memoranda By the end of this unit you should be able to: + Memoranda+ Why memos? Affectionately called a ‘memo’ this is a written communication from one person to another (or a group of people) within the same organisation. Memos serve a variety of purposes: 10 inform of decisions, to request decisions, actions, etc ‘actions, ec 10 provide information to remind someone of ‘of any kind action which is required Just as letterheaded paper is used for letters, many organisations use pre-printed stationery for memos. Hero are some evamples: E [ MEMORANDUM ‘Aone a “ a * Kuala Lumpur Global Enterprises MEMORANDUM THINK Bring in some of your organisation's memo headed paper to discuss with your fellow students. important that the memo headings show details of sends: and recipient as well as reference and date, Courtesy titles (Mr/Mrs/Miss/Ms) are usually not included. If pre-printed memo forms are not used in your organisation, the following headings are suggested. ~ Whymemos? #117een MEMORANDUM Preeti ray “went Main Seren After these memo headings, continue in the usual fully-blocked style. When more than one topic is dealt with it is good practice to use numbered points and sub-headings. A memo will not include a salutation and complimentary close, but it will usually be signed or initialled depending on the procedure adopted within individual organisations. MEMORANDUM Peete tes Brno MTEL To Trot Kaw, Adminstration Asean pee bet s From tsgle Ong, Executive Secreta arena Ref Moist fear eed Pate 12ay 2000 Ps creer |NHOUSE METHODS OF DISPLAY ‘Congrats onrocanty ing the ttn the Chet Executives fs. Here ave sme (Genel guideanos on th omat ct corespencence prefered nts tice 1 LAYOUT oF bocUMENTS ‘Al documents sou be played in oft Hock se wth open punctuate, ‘Some specrnen documents atached whch wk ui you nese reaemants SIGNATURE BLOCK (LETTERS) nating eters ne Ci Exeter is name an te nor case wih (on some perons ates no calustn of cmpimentay close willbe aque, but ‘Mr Nunn wt stay gv scons abut tae NuMBeReD ITEMS non ome ned to be nunberedhey stat be ted aloe with no fst or Trost Subsemvnt ueraon shout be esi eg91,32 oc ered eee Moggi Orig Cd ‘nope tat hese guises wil be usta ut you nave any questo slaase spe ome. 118 + Memoranda ‘and Structure ‘The four-point plan for structuring all business documents should also be applied to memos. Subject heading Give a brief indication of the topic. X Confirmation of meeting Y Departmental meeting, 20 June X Letter of complaint v Viva camera model X345 Main body of memo Introduction Background information: + briefly give the reason for writing + refer to previous communication + who? what? where? when? Details Facts and figures: + logical sequence + separate into paragraphs — each one dealing with a separate aspect of the main theme Response An action statement: + action you want the reader to take + action you will take + deadline? Close A relevant one-liner Tone ‘As you most likely know your recipients fairly well, memos are usually written in an informal style. You should aim to put over your message as concisely as possible while still being courteous, clear, concise and correct. The major consideration in composing memos should be the status of the sender and recipient in the organisation, and of course the topic of the memo. Try to adopt a tone which reflects these factors Tone + 119TIPS | Avoid being abrupt or impolite (add ‘Please ..') I Avoid over-politeness (do not say ‘I should be very grateful.) Avoid unnecessary expressions (do not say "Thank you' or 'Kind regards’) LET'S. CHECK Here are some memos. The first thing you need to do in each case is to ‘compose a suitable heading. Then follow the instructions in your employer's note and write a suitable reply. Prepare each memo on a separate Sheet of To Frank Getes, Branrh Menger, Leeds From Derk Hat, Managing Decor Ret OHLPO Date 20March 2000, ibe taking Mr James Huson, cur now Sales Director, ovis a ou Nother branches fring week commencing 27 Apa ‘Our isto your eanch wi boon Monday 27 Apt and we expectto ave at 1000 Please arrange for @ it tour tobe conducted ia the mening flowed bya meeting wih ‘you After nh Mr Hudson wou ke fo meet ithe Sales sa Please conf the above arrangements as scon as possible Dee { | | 1 MemorandaMEMORANDUM To lanHeniey Financial Director From Michele Long, Credt Managoress Re MUSP Dbete 14 July 2000 con io ye & Co have an overdue acount wih us nthe sum of £26,490 despite 3 reminder eto over the past few weeks, [Athis stago would normaly suggest hat the mater shout bo putin the hands of ou Soletor However know you area personal trend of Carle's Managing Detar and ‘wondered you mh to wie ohm ae final sem o obtain payment of hs dt Ful detas ae snlose for your reference Matte Borge Ene (ear oy fo Geter t AD todo | mene. cory yt Nemec, Teak Mitinedie PU Keay hee fora Apne ontene. wien. 121MEMORANDUM To AvTeschere From Pasine Chee, Principal Ret PBL ate 2November2000 rd EATER | crcioso «crt of e new Lecturers Record Book which! wish ointoduce from the new tom in Jaen, “Thishas bon designed alow space forth towing cad: 1 SECTIONA-cLASSWORK Pages are provied for teachers o heap record of he work covered in each asson throughout he couse ‘SECTION B- ATTENDANCE ‘roger of stendance fs provided for nidua teachers to keep atlendance records ‘orthercun subjects Uso ono present clase vegies canbe conn Pease lt me have your comments on this eco took together vith ay suggestions for ‘2enaments rarer fomaton pages Ta tr orig ae fe proton Tas 18 Nove 9 your eye € hee Giaueat in ~wobe . benafeds 2 anuitonnt Saqgeshons + Letsones Avena ten Gna src on fe wae] Vecacern haven | 7 Sagyst coe poses te | sag ant roe fe SESS Ue 422 + MemorandaWHAT'S WRONG? (1) ‘Study the reply to the following memo composed from the note shown. Rewrite the memo more appropriately. MEMORANDUM Kn Bra To Rego Sales Managers CGomsare Region) From K RGreen, Seles Director Ba ee Kau bate 4 June 2000 co “Thre willbe a meeting of al Regional Sos Manager inthe Teng Mie at Bedford on Tueaday 2 line 2000 om 1000 1500, Bl ne main subject or acustion wl be als planing forthe net hal year and new Pease confem your endance and et me know if you have any further tems wich yo ‘woud te fo be icuded ono agenda. a Glatr _ (Renee cage Mor Te \ be apie te ater, / ef WHAT'S WRONG WITH THE ANSWER? MEMORANDU M To MrkR Green From Regional Sales Manager Ret KRGICF Date 10 June 2000 | oonfim that ean attend the meeting. | should grate if you would inctude on the agenda discussion of company cars fornew eps. Looking forward to meeting you Tone + 123,WHAT'S WRONG? (2) After reading the following assignment carefully, study the answer given. Discuss the errors in the answer shown and then rewrite the memo more = appropriately. 2 ‘You work with Mr Patrick Wayne, Managing Director of Wayne Machinery Lid, a large manufacturing company, Talking to you today, Mr Wayne says. ‘We need to send a memo to all Departmental Managers about the new car [parking arrangements - they'll be in effect in two weeks’ time. Tell them that 4 “Unauthorised parking will cteate havoc - there are so many large lorries. | aS delivering raw materials and collecting goods from our factory. Make a __ Special point to stress this. Attach a copy ofthe plan to the memo and say al. _ staff must park inthe areas indeated on te pan for staf parking. Manage to staf in.their departments wit Cars. 5. Staff: should be instructed to: display thes permits on their cars at all a _ times. Explain the procedure for visitors too - they should report to the ~ security Gate on arrival = theyll get green permits from n security and they' direct them to the visitors’ ‘car park. Departmental | managers should ink ait staff to tell the gatehous eis suitable memo. MEMORANDUM To Deparment Managers From Paik Wyn Date 24 une -| To IFoRM ABOUT NEW CAR PARK ‘The new cr parking arrangoments wil come into efectin 2 weks' te, Your co-operation witbe much sporeatesinencunng hore so vnautnorsed peng, sve wil use A plan's tached for yourinlormatin. | woul be grt you woul pin this on your rote boars. Please mor a your saat ny hos park ne areas etcalos othe Pion. Rd ports wil be aoued to sia soon for play oh the cre As for sors, they wl be given orm when they repr othe eecuy ge ‘Your co-operation i requesed in ensuing tha hese now arangements rea success, ‘Tank you snd regards + Memoranda+ Assignments 1. You work for Ms Anna Vinsen, General Manager of Nolan Components, an electrical and electronic parts manufacturer based in Auckland, New Zealand. Carry out the instructions in this note from Ms Vinsen. ap. There. have... een... .caiple of: emergencies...cecenkly.ohen. weve. had. bp. omback, employees Families... We. dec. have..an. Siprbo..dobe, List efoames. and..phone. numbers, (s2a.cund. home)... Please... send.reund. 9, mem....aUl..stafF. in my name... Fisk people. bo. (ek. the. Personnel Oepark ment... haw’. emergency, conkack...names.ownd. .NUMbsXs. in soriking by. .nexk. Wedinesdeny.. hress...inkormakion..ill Pe... conPidendal.......f- (Pitman EFBC1) Assignments + 1252. You work for Mrs Ruth Fairless, Manager of the Bateman Hotel, Norland Road, Tenwick, Cumbria C49 8]Y. (LCCIEB EFB2 style) Ii two weeks' time (on 26/27 May) the hote''s electricity will be cut off from 0930 to 1130 and “ fom 1430 fo 1630 while repairs are made tothe electrical wiring of the building. The staff in ) the hotel Ktchen have been told about this and Mrs Fairless now wishes to tell Mr Willam £ Graham, the head of cleaning services. She gives you the folowing instructions: t 1 — 1 “Send a memo to Wiliam. Tell him about the power cuts, Hell have - to let his cleaners know that they can't use vacuum cleaners in the ‘rooms when there's no electricity but they can sill tidy up. Tell him the founge should be cleaned before 0930 and again before 1430 as uests will be having tea and coffee then. All the guests should know ‘about this but ask Wiliam to make sure the cleaners are as helpful as. possible to our guests,” S= Write the memo - 3. You work for Mr David Fenworth, Manager of Fenworth Fashions. (LCCIEB EFB2 style) ‘One evening you receive a telephone call from Mr Fenworth, He is in Paris and he will have to stay there for another day. He asks you to leave a memo for the deputy manager, Miss. ‘Anne Gibb. Miss Gibb has gone home for the evening but will need to do some of the jobs ‘which Mr Fenworth had planned to do the next day. Your notes of Mr Fenworth’s instructions are: Tell Ane that Mr F. has to stay in Paris for another day 0920 - she should see Mrs Mont, a customer - complaint about four expensive dresses (her Letter is in Mr F's file) 1130 - make @ presentation to Franke Clarke who is retiring - malee a speech say how good he has been - worked for us 25 years 1400 - interview for sales assistant in hat dept. Anne will have to do this with Mrs Robson, hat dept. mgr. Mr F. flying back tomorrow evening - will meet Ac at 0900 next aay Write the memo 126 + ~~ Memorandand 4 You work for Mr Rashid Hassan, Office Manager of Langland ‘Manufacturing ple, a company which makes household furniture. (LCCIEB EFB2 style) and fin ‘One night you are watching a television programme about dangerous items in the home and you are interested in a feature about a type of chair called the ‘Westmorland Settee’ which ‘seems to be made of material that could catch fire very easily. When you arrive at work the ‘next day you find that Mr Hassan has also seen the programme. There is a problem because a chair the company sells - the 'Northumbertand Settee’ - has a similar name to the dangerous one and looks very much like it Mr Hassan asks you to send a memo to all sales staff. You made the following notes: | Customers could be confused. All sales staff must speak to any customer who is seen looking at chairs - tell them that all furniture we sell has passed all its safety checks and is ‘not dangerous in any way. If anyone mentions the chalr that was on television, cell chem that the shop does not sell this type of chair. It is important that all customers are told that | ai che furniture sold by Langland Manufacturing is very safe. Write the memo. Assignments + 127Reports By the end of this unit you should be able to: plain the purpose of reports 388 reports according to given instructions.Reports By the end of this unit you should be able to:+ Types of report Many reports are written in business. They are a very important method of gaining and giving information, Although many reports are presented orally, for example at a meeting, reports are usually presented in writing, Examples of some reports submitted in business are: Routine reports representatives’ reports on sales visits managers’ reports on the work of their departments equipment and maintenance report progress report safety report accident report. seeeee Special reports reports written in response to requests for specific information reports made on a special topic after research and investigation, report regarding a change of policy ‘market research report. eee ‘The ultimate purpose of any report is to provide the foundation for decisions to be made and action taken. Types of report + 129,Some reports consist of no more than a simple statement recording an event, a visit or some circumstances with a note of action taken. Other reports include detailed explanations of facts, conclusions, and perhaps recommendations for future action. “More detailed reports demand research which may involve interviews, visits, ‘questionnaires, investigations. The information may be presented in tabulat or ‘graphic form and the writer would need to produce clear conclusions and recommendations. [ i i | ne ‘Whatever their purpose and length, all reports require the following special ‘writing skills: | | + the ability to record facts clearly and objectively + the ability to interpret information and make conclusions + the ability to present suggestions on ways in which a situation may be improved. + Formal reports Formal reports are usually written by a committee or group of people after fairly detailed investigation or research. They are often presented under the following prescribed series of headings:Headings There should be two headings to a report: the name of the company; the report heading (Report on ...) Terms of reference ‘This section should state exactly why the report is being written. Why are you writing the report? What was requested? Who requested it? When were you asked to do it? A useful pattern ‘or this section is: To report on (subject)... as requested by ... (name and title) on ... (date) Procedure Give a brief description of the methods used to collect the information. Perhaps interviews werc held. visits made, questionnaires issued? Use numbered points if appropriate. Findings This willbe the longest section of the report. Go through the procedure point by point and use numbers and sub-headings for this section. Under each heading state what information was gathered at each stage. Conclusions No new facts must be introduced in this section. You must look at the findings and state the logical implications of them. What can you infer or conclude from the findings? Recommendations (if requested) Again no new facts must be introduced here. On the basis of information presented in Findings and Conclusions, make some suggestions for action, Remember that the writer of a report cannot make decisions — he or she can only suggest what action should be taken, Closing section A report should be signed and there should be a name and title shown at the foot, plus the date the report was written. Formal reports + 131Example of a formal report Cee ‘urons Pea ny ’A HOLDINGS BERPESSEEEER cepa 10.ocober 2000 Aeesenr! $ Gingett, R wtions T kocty ony Wile Geer, Nourse COnnin) (ee 3. The following dialogue is taken from a meeting of the Welfare Committee of ‘Aurora Holdings plc which was held at 4 pm on Tuesday 21 October 2000 in the Chairman’s office. Choosing speakers from your class, act out this meeting, Then use narrative style to prepare the minutes. ‘Mrs Taylor (Chairman): Well it’s 4 o'clock and we all appear to be here so shall we get started? Anthony Long won't be joining us as ine’s attending a business conference this week. Do you all have the last ‘meeting's minutes? (agreement)Are there any amendments or can I sign them as a correct record? (Chairman signs) Good, matters arising? Anything to report? Mr Thomas: Yes, Georgia and I visited Reneé in hospital on the 16th to deliver our Committee's basket of flowers and our good wishes for a speedy recovery. She hopes to be back at work a week on Monday so she'll be with us again when we next meet. Chairman: That’s marvellous news. Right then, let’s move on to item 4. John, you were going to talk about the restaurant I believe. Did you bring. along the accounts for the half year ending 31 July? Mr Cage: Yes, I have copies for everyone (distributes copies). As you will see, the accounts show that we made a profit of £1,300 over the first 6 months of the year. I'd like to suggest that we utilise some of this by buying a new coffee machine. The present one is rather old and frequently breaks down, Chairman: I think we'd better obtain some estimates first before a decision can be made. Could you ask around please and we'll talle about it more next time? (Mr Cage agrees) Chairman: Right, we'll move on to Washroom Facilities now. I've received several complaints about the female toilets on the second floor. ve been to see what all the fuss is about and I agree that they do need upgrading. Miss McBain: Yes, these are near my office. Apart from several locks being faulty there are chipped tiles, and the state of decoration is very poor. Chairman: Pd like a volunteer to arrange for some local workmen to ook at the washroom and give us an estimate on the cost of the repairs. ‘Miss McBain: P’ll gladly do that. Something needs to be done quickly. (Chairman: Right, that’s something eise to continue with next time. Richard, you're next, I believe? thank you. Well, as you know, as Training Officer I have a lot of contact with our young trainees. Many of them are attending Cliff College on evening courses which the Company sponsors. Examinations are coming up in December and these people don’t have much time to study. Pd like to suggest that they be given two weeks’ study leave priot to their exams. ‘Miss McBain: Thae’s a valid point, Richard. Lesley in my department, bless her, she works very hard for us and I know she goes to college three evenings a week, It would kill me! Assignments + 167Chairman: | can sympathise, but I really don’t think it’s within our power asa committee to make such a decision. Can I suggest that you write a formal memo to the Board? They have a Board Meeting early in November I believe, so you should ask them to include this item on the agenda. By the time we meet again, we should have an answer from them. ‘Mr Fish: Yes, I think that will be best. I'l get a memo out tomorrow. Chairman: Now, the final item. Christmas dinner and dance. Miss Sheppard, did you get some specimen menus from hotels? Miss Sheppard: Yes, I have some samples for us to look at. (distributes copies) ‘Mr Fish: This one looks brilliant ~ the Marina Hotel ~ quite reasonably priced too. Qu ‘Mr Thomas: | agree, it seems far superior to the others. Miss Sheppard: That's what I thought too. I suggest we should confirm with the Marina, if everyone agrees? (agreement) Chairman: Has a date been agreed yet? Miss Sheppard: No, I suggest the last Saturday before Christmas, the 21st, if that’s OK? (agreement) Chairman: Right then, Miss Sheppard, can we leave it to you to make all the necessary arrangements? Miss Sheppard: Oh sure, I'll get in touch with the Marina to confirm with them, and I'll also put up a notice on the staff bulletin board. I hope it will be as successful as last year’s. Chairman: With everything left to you, Miss Sheppard, I'm sure it can’t fail to be successful ‘ Right, moving on, is there anything else anyone wants to discuss? No? Right, then let's decide on a date for the next meeting ... 4 weeks’ time 28 uusual? Can I suggest the 20th November then? Same time? Good, OK then, thank you all for attending. 168 + Meetings documentation {PERSUASIVE COMMUNICATION Many communications in business call for a persuasive approach. Circulars, sales letters, press releases, house magazines, advertisements, notices, leaflets and invitations - they all attempt to influence the reader in some way. All these documents meet important needs within an organisation's ‘communication system, They are generally easy to produce, effective methods of conveying information to different people. Composition of persuasive documents is a demanding skill. It depends as much on marketing and sales skills as on language ability. In this section we will look at the specific writing requirements relating to each one of these persuasive communications. Persuasive Communication + 169Circulars and sales letters By the end of this unit you should be able to: 170 + Circulars and sales letters,+ Circular letters A circular letter is one which is sent out to many people at the same time. The letter may be prepared once only and then duplicated. With modern technology, however, itis more likely that each letter could be personalised to Took like an original. Circular letters may be sent for many reasons: advertise special offers announce opening of anew office/branch introduce new product lines inform statfof new announce restructuring policy matters ‘When writing a circular letter remember these important guidelines: + keep it brief, otherwise it may not be read 4+ ensure the letter is informative and direct + usc individual terms, eg. ‘You’, ' not ‘all of you’. tie Peat pe eee) November 2000 eae Stent | howght you might ke to keap his example shoving the corect layout clr ete. ‘A crear ay be sent ll customer fa company anncuncng someting ne. 09 + amove ct penises {induction of mw goodesencas 1 atomeoring sale or spec event tntemay a senior exocuve may send ou ckelr ott employees, THsIs $ametmes clog an Open Lote. ROOT MRERIEE | 21,ouo = ciculr eter wi bo sent io many peopl the tem youis ued nthe body POORER IMIR tne ter. Nove use the woran al of you or all customer. Remember that ony Prereterortel) ‘Soe pre wil road each ter sot most Ue worded ina personal sje ‘Note that s many copes ae required may take a whet prt out al he eters, 0 oly {hemonh and yeorare shown te dt. ‘nope th examples uct to you roping Yeurs sincerely SHIRLEY TAYLOR Traring Consultant Cireularieters #171 a| THINK © $ Very often circulars are received in the mall. Have you received any circulars J recent? Bring them into class and discuss hem, + Circular with tear-off slip Sometimes when sending out a circular letter a reply is needed. To ensure that you receive the required reply from everyone, a tear-off slip may be included, which may be completed and returned to you. Remember the following points when designing a tear-off slip: ee eee rere or use a continuous line of dots or hyphens for ‘tearing’ include a return date and address use double-spacing where details have to be completed leave sufficient space for completion of relevant information. Please tum by 28 November 2000! Nr Samuel Chan Sales Manegor ‘Aurora Holdings (Asia Pte Lid ‘ute 2002 Peak Towers 210 Peak Road owen ona Kong (OPENING OF NEW SHOWROOM - WEDNESDAY 18 DECEMBER 2000 | shalishat not be ate ostend the Carta Evering a mark he opening of your new showroom at 1930 on Wednesday 18 December Signature ate ‘Nam in capi) company Telepone 172 + Circulars and sales letters, =ee Reply-paid cards enclose a special reply-paid card for you to complete sis pre-paid by the company. A charge which are returned. Sometimes a company will and return. The postage on these card will be made by the post office only for the actual cards == 21 IV ‘Aurora Holdings le ‘Aurora Howse ‘Temple Street London sera, an ee {g;the condition 0 + Sales letters Sales letters are a very selective form of advertising. They aim to sell a company’s goods or services, or they persuade readers to take up special offers. All sales letters must: arouse interest sound convincing create a desire encourage act ates In this sales letter Aurora Mobile enclose a newsletter and make everything sound so appealing and attractive. Salesletiers + 173lc Aurora Mobile / ! It's important to stay in touch ‘en te rroucson ot cur now Connect Card, Aurora Mabie has rush now eo ‘nvarionc nme cormncatons, Win the Connect Card you cae ah. Serio Aa Mees aes not we wang sty tn Touch sls introduces yuo ou vst expanded itatons oeing sevices- Foamround whch awe yout foam foal comers fe ote, sie Touch j Yuin ot why pone cover the wad beter han Ares oe ‘Many mre features can be oud ise in ou @ genes savings wen you cl note Arora Mebiecstomer Il ®t snow al ot waste | Seo and read about er portormance a cent Cenmuniaton Exon ‘ned n Touch we have alo ncadd an extn cone yu to win fabous pent sch a fe secon cur valu-aed sone aen Connect Gad war £0 end ‘esau prvegesin eadg reaurs \h you continued suppor we have booms the Us ang neta sence prover “Thank yourorstayog we ue ‘Your sical Lestey Botan Letty Bote ayaa) oreo I Sean aster Srce © Aurors soit, Aurora House Tepe Stet anton SE abt : Tek vowoho essa Fase seta sp sove male sumer ficou | Remember these important principles when writing sales letters: ‘Try to get on the same wavelength as your reader in the opening paragraph. Present the advantages of the product or service showing relevance to the reader. Write in a positive, convincing style without being aggressive. Encourage the reader to respond by placing an order, completing a reply | form or card, requesting further details. | Bone 5. Use singulars rather than plurals, e.g. ¥ Dear Customer not Dear Customers x Y Tknow you will appreciate not I know everyone will appreciate X i this unique product this unique product. 174 + ~~ Circulars and sales lettersWHAT'S WRONG? AURORA TRAVEL ‘2Windsor Place ‘Shotts Suess Telephone 018425777 21 pe 2000 eercians HURRICANE SPOILS HOLIDAY ‘Weare wing ol cents who bocked Nong the Paras hall inMontego Ga wih ote “Thiet nad been bay damaged by arcane and we would no nge be abe fe ‘Stemmodate or cles athe nt ure of vocancisae suse alters. Te hliay pre unchanged car ctw have se ames ard waar ek, In adion some hol ate sr erate voce es fom Morag Gy btey do Mave sma Pos ec ‘Ecleanspn wt be proved Wom hla coat ug your Node. | 20% discount wl be given he above mentone haar ae booked met Aer eas tan brn oes who are at Sobstnd wa his new arengeris, epost wi ofcourse, be eure. ‘opto hero you son, ‘yours socoray Salesletters + 175 Neen ee EEEEEEEEnEEn ner eememmennnelay {oa + Assignments 1 You work for Aurora Enterprises Inc. The company produces a range of, ‘magazines and is shortly to introduce a new magazine called ‘Sports Monthly’. This will cover all major sports and will include reports, interviews, tactics, famous moments from the past and a range of competitions. The cost will be £3. The Marketing Director, Mr Richard Cliff, asks you to prepare a circular letter to be included in all the other ‘magazines published by Aurora Enterprises. He leaves you this note: Dsrte the nm mang and give some diets of the ft tate, Tha ill be sold at a special price of £2 and wilt include detatls of a special annual subscription (£80 for 12 cssues). ‘Write the letter. (LCCIEB EFBI style) You work for Healthy Life, a magazine which is published monthly. Write a circular letter which may be sent to all subscribers of the magazine informing that their subscription is due to expire. State the last issue they will receive. These readers can renew their subscription for the special annual subscription price for six bi-monthly issues of only £15. If they renew now they will receive an exclusive discount card which entitles them to 16% off selected health farms and supplements available from Healthy Life Health Stores; 15% discount at all Green Cuisine caféss 20% off allergy testing at Scanhealth Ltd (further details about this in next month’s issue). Design a circular which includes a tear-off portion for readers to send back to you with their subscription. Compose any details which you feel are needed. (LCCIEB EFB2 style) 3. You work for Mr Frank Lim, Marketing Manager of Best International ple, a large retail group in the UK. The company will shortly be expanding its ‘operations by opening a chain of furniture superstores throughout the UK. ‘The first one will be open at Bedford in July 2000. Opening times 0900-2000, Monday to Saturday, 0900-1700 Sunday. Use these notes from Mr Lim and prepare a letter for his signature: Store wilt be of particular interest to the DIY enthuscast. Special discounts for the ferst 50 customers. Usitars will be able to ce oe dispar, a wancety of kitchens, bathrasms, dining roous, Cedrooms and launges. A planuing seruice ts avattable, Store holds everything which may be needed ~ patuts, wall coucrings, tiles, carpets. 176 + Circulars and sales lettersEach department supercised by friendly, qualified staff. Parking for 400 cars on bus 216 stops right autside the store. Free detiucry of orders over £100 otherwise small change. Cnedit facilities avaitable at low interest rates. (LCCIEB EFB2 style) ‘You work for Jeremy Bonne, Senior Executive at Aurora Publishing ple, 134-138 Leng Wah Street, 10930 Kuala Lumpur, Malaysia, telephone 343234, fax 3878787. You are organising the Executive PA Show, a free Show especially for senior secretaries, to be held in 2 months’ time. Ie is being produced in association with the national newspaper Malaysia Times and the magazine Executive PA. The show will offer a comprehensive seminar programme, practical careers advice and IT clinics. There will also be a Networking Café, The show will include everything from business travel to office technology, conferences to recruitment. Mr Bonne says to you today: Please draft a cixeatar letter to be tucluded tu the wert asue 04, Erautice PA magazine announcing the Executive PA Shose. Ton Gute exited about it and fe sare that t's guaranteed to boost the B's carcor. Include a tearraff, section for readers to send. off for a free ticket to the chow. Make sure we get alt thetr deratts so we ca ‘nite, call, fac on email them tn the futire. (LCCIEB EFB2 style) Assignments 177 —$— $$ rr —178 + Publicity material By the end of this unit you should be able to: Publicity materialPublicity material By the end of this unit you should be able to: 178 + Publicity materialvery Public relations “The public relations (PR) function in any organisation is usally carried out by staff who have specialised in this sector. Public relations, as the name suggests, is all about the relationship between the organisation and the jeneral public. One of the aims of PR is to influence the general public through the mass media, e.g. newspapers, television, radio, information services, exhibitions, sponsorship. The job of the PR person in any rganisation is to be constantly on the lookout for newsworthy events, products, developments and human interest stories and then turn chem into any of the following: + apress release + apress conference 4 aphoto opportunity for newspaper coverage + corporate material for direct mailing + + briefing packs for potential customers briefing packs for special groups of visitors free educational packs for schools and colleges. If you are responsible for helping to produce public relations material here are some guidelines to follow. Effective PR material will: be factual, newsworthy and impartial appeal to human interest contain up-to-date information bbe appropriately distributed be produced professionally. eee Here is a section of the corporate brochure produced by Sheffield ‘Wednesday Football Club Ltd. Excellent design, effective layout with headings and bullet { Feints, careful wording and specially selected artwork give this material avery | professional, polished finish, | f \ 179 Public relations +PE: aad Ferey campy biog wb cf aif penaton hrc bro (eserves Ses Wecresy BE ons cert Spon The vite srg {wow corome ton biter ect te ceevtnairond sone st tard th ne nh Spans Sipe Ba Publicity material Sponsorship Opportunities ee ee Advertising 1 Arig bd enh lyn i Boritatny ‘Two pest ha Spawn Sane lacy preempt mach prctine 1+ Craoreyur oom SEC man fhe ch ‘ePresanaion ofthe aust Pe, cate ach ce PMriareaspononionnneniaeosiat Ado Sif Webnsy Pye ‘Gomes sil na oeonetrg anes ‘inte geen SWICK Sgeeaahi ae ofthe ne ep Nas as sein “yt upper yur te ye. ‘sCorplertiy anand fuouon pean Puy eae anes een Reerane Tpeutar ums Treapontmy empete thcie fer Fiver uitgn on pyert be pees nt ach Dar Pope Praga Ye sesse Two cong ac et =——e« aes Somer Thea wwr ‘The VP Dian ene age re ‘rete prettaton (Deon tren pee fe ae conmnynine aachOiyPrgmene esl penn tise padage rose Tearpusha telios ‘WP On rene care ey ee Mah Bt Spommip pidge th Stones orl. Snr ot pmo ene ‘wrod mae fe chs tam ler You (thant hanes pret wh 3 ‘pe spednane te conmearne Be | For farther details contac: san Tec Cone Camm pat i Went Font Cx id aru She 6 15 j Tek: 0444 224 2393/2121 114 224 2122 | Reproduced courtesy of Sheffield Wednesday Football Club Lad THINK § bees your company pubish corpo ae materia? Could you ring some in for _ discussion with your classmates? If you are not working, visitor write to Some local companies and ask for copies oftheir corporave material. Public relations + 181 —<—$— $$ — ————— —+ Press releases A press release is an announcement which a company sends to the press and other media about anything which it considers to be newsworthy. A press release is not an advertisement but it can result in useful publicity for the company issuing the release. In this press release Singapore MRT (Mass Rapid Transit) Ltd announce a new shematic ticket set to mark their tenth anniversary. PRESS RELEASE echeom !8Ostber 1997 rts O/T: A DECADE ON TRACK - MRT THEMATIC EDITION TICKET SET In conjunction with is 10th Amaversary celbaton, SMR. wil be launching on 26 October 1997 its sixth Thematic Eaton ticket stented “A Decade on Trak” Comprising 4 tickets wich come in an elegant folder, “A Decade on Track” Thematic Eon provides an int int the key milestones over the past ten years of SMRT and features historic ‘nual sch asthe MRT Groundbreaking in 1983, th st Tunnel Breakthrough at Outram Pak {in 1985, the arrival of the ist rain at Bishan Depot in 1986 and the opening ofthe Woodlands extension in 1996. Priced at $27 pr set, each ofthe seiaisedstored-value ticket has an encoded value of $5.50 for travel onthe MRT only ands valid for ona year fom the date of purchase. The ticket set ean ‘be purchased fiom 26 October 197 atthe Buona Visa MRT Staton, Seles of packaged sets subject toa maximum purchase of 10 sets per person, on fist come-frs-served basis, white stocks lst For enquis, please call SMRT Information Cente atl ee telephone 18003368900 during fice hours For press enquiics, plese cll Ms Ang Lay Tee, Manager (Public Afar), Singapore MRT Lid | ¢ st telephone 331-1127 Reproduced courtesy of Singapore MRT Ltd 182 + — Publicity materialHere is how this might have looked if it had appeared in a newspaper, together «with some illustrations showing some of the special tickets. —— | SMRT - Just the ticket at 10 years old | | 'SMRT have captured key Priced at $27 per set, tickets have an ie, cee ene last 10 years encoded value of $550 for travel on Tra sot of 4 stored value tickets. the MRT only. Each one is valid for | io ae ee track will bo oneyeer from dale of purchase, launched on Sunday. Tickets are available from Sunday | 1983, the first tunnel breakthrough person. fat Outram Park in 1985, the arrival | of the first train at Bishan Depot in For enquiries call SMRT Information | woodlands extension in 1996. free number 1800-3368900. od Reproduced courtesy of Singapore MRT Ltd Some reasons why a company may send a press release to the media are: relocation of offices introduction of new products purchase of new buildings move to new premises changes in top personnel. searHere is another effective press release issued by Eurostar (UK) Ltd announcing improvements in its services and news of a 50% sales boost. tr U8 th thoy x feat ihe vi ee Lo mr Mogg Dis Se Te et qu esa hth a4 + Publicity materiala Compiling a press release Editors who receive the press release may publish an edited version, publish it as written or contact the initiator to find out farther details. Unfortunately 9006 of press releases are thrown inthe editor's as waste paper basket. Only 5-10% are actually used, 2555 “To make sure your press releases are in this small percentage, special writing skills are needed: ‘+ Headline Compose an appropriate, snappy heading. + Opening A good opening paragraph is essential to grab the editor's (and ‘limately the reader's) attention. Give the main essence of the message in this opening. «+ Middle Central paragraphs should be short and self-contained so that the editor can cut them out if necessary without ruining the sense ‘or the flow. + Close -Aconclusion or a summary may be appropriate at the close, oF & brit repeat of the main message, Its often useful ro include @ quotation from a key person. 4 Guidelines for writing press releases «+ Use third person. Write as though you are the newspaper editor, ean about your company as an outsider. aay gmake your press release sound ike an advertisement or invitation, = Write in an interesting, snappy, punchy style with short sentences, Something which may scem an uninteresting event can be made ino an Stfactive story by using appropriate wording and innovative angles. ‘+ Tey to appeal to human interests where possible + Be atple which will be suitable to appear in a newspaper with as few changes as possible. ‘+ Your press release must answer the following questions: What? What is happening? Who? Whois involved? Where? Where is it happening? ‘When? When is it happening? Why? Why is it newsworthy? IP : Remember: flat, vague, dull, boring.longwinded | press release will end up in the editor's wastepaper bin. a DaeSuggested layout This press release from Singapore Airlines shows the recommended layout for you to use when composing a press release: eee react for press relea ee eres ‘Srp ab Tk oa eto ate Sten en ee, stg epee oe ang 8 Odin ange ne 8 at ho —— dea an, dee em i poy an San ym beer an eA ee ted a Pie cote Publicity materialWS RELEAS| Head continuation Hee ee Round ofthe Betas Pee) Piet an se ‘etal, —$—$5— $<‘super Se Ting Coie ae pleased to annaunce he Open Day tobe hala he choot on 14 September to show othe les tons tothe shoo Pops wtb invited bok around the achoot acs iduding a demonstrabon on out row computers snd fax machines, A our wil be provide by teaches, showing projects prepared by sudors ad exis a8 wel ashe wattocked Ira. Student's pia ing ect give aks on various aspects fhe cours. cookies sd inks wi be provided re of chaneof couse + Assignments 1. You work for Florence Cheung, Public Relations Manager at the Pagoda Hotel in your town. She asks you to draft a press release about the new service concepts in the hotel which will gain a new perspective with the ‘opening of the new Regency Suites wing of the hotel. ‘Mrs Cheung gives you the following notes which should be included: Regency Suites wing: opens canty 2001 New service concept: a wide range to be expected. ‘AssignmentsHotel's atrport reps: greet quests on arrioal, mect dicriag departure. Taso limousines plus flect of 14 others — all times — céty tours [business trifes can be organised. Professional concierge team: answer gucries — provide tnformation; from dinner reserwations to theatre shaus on ehow-makers! Extra serwices — hatel positioning itself as a tofe deluce hotel — perfect chatce. 148 Pagada THotels and resorts around the world. Prepare the press release. 2 You work in the Public Affairs Department of Aurora Bank Sdn Bhd. You have been asked to draft a press release for immediate release to announce the move of your bank to new premises. In a discussion with Neeraj Daryani, Public Affairs Manager, you made these notes + Bank wow sccuples three floors — total built-up anca of 950 1g m. Spacious banking hall = custemers can conduct business transactions tn comfort. + Scrutces include credit facilities, interest-free banking, many personalized seruices. + Moved from outskirts to centre of town tn Wisma Aurora, Galan Perak, + Branch Manager = Malik Jemadi. Total staff 35. + Mew premises officially opened yesterday by Group MD, im Cheng Poh, He thanked alt customers wha have supported the bank atuce it opened tn 1984 — even higher standards tn 2000+ + Ween premises shoud hele us reach out and sewe customers batter + 150 iwuited customers attended opening ceremony. | Draft the press release. 190 + Publicity material3 You are PA to the Principal of The University College, Mrs Norma Hedges. P ‘The Senior Tator is Karen Ashley. Respond to this request from Mrs Hedges. « LSEEVECTWRNANTINTNS . PA, "The. Camford Times Editor. phened.. yesterday. to remind me. that.in.4 weeks! Eime their Educational. Supplanen: i be published,.iving a guide to al. causes nun. Heo tly..Can. you ser c_cPRESS REVERSE. 190 sche we.are.dnd shat: Wwe do, The Gus, MesAshley sind, iss Osmand..shauld..be able. gins yoiy_hel, are ‘As you asked, some information on our equipment Moder - latest word processors, computers. ll aspects of Office Skills covered. Successful Sing rennet sme Vad (Pitman EFBC2) ~ Assignments + 19112 + Newsletters By the end of this unit you should be able to: NewslettersNewsletters By the end of this unit you should be able to: 192 + Newsletters+ Staff newsletters One way for an organisation to keep staff informed about matters of interest is to issue a regular newsletter which is published monthly or quarterly. Other names for newsletters are in-house journals and company magazines, OUTLOOK Meee ene PERE RHESA GREP MAPA? nee th oe Reproduced courtesy of Singapore Airlines Limited Te RLEB Reproduced courtesy of Nestlé UK Limited ——— SMRT Turns 10! Fone for ie orn One dn ai CoS he a ‘Teor mwnranan een | eet Neve) agcicemntceatetine Be Conary ec = Coane Staffnewsletters + 193Zaza TABLETS MAKE A BREAKTHROUGH!Many organisations find that issuing a regular newsletter is very good for improving company/staff relations. Newsletters are an effective way of reaching, ‘out to members of staff where there are many different branches of a company around the country of even internationally. These newsletters may also be sent to employees who have retired. Company newsletters contain a variety of information such as: new policies/procedures updates on products/services births/marriages/deaths promotions sports and social news contributions from employees. beeaee Customer newsletters Some companies produce newsletters especially for customers or members of a certain industry. These are a good way of keeping people informed about the latest products, news and developments within specific sectors of the industry,eed Reproduced courtesy of Sheffield Insulation Group ple | $ CAREER AUTUMN 1988 ecretary Information and inspiration for professional secretaries Reproduced courtesy of Kodak Limited 196 + NewslettersHere are some extracts from company newsletters: Reproduced courtesy of Thistle Hotels Bronze medals on silver anniversary Winticketsto uneasy ach tunenciis Te Rowmevoatin cin osetacee| | the Oval ca ee kid pos a ieee urbe Ths woe 30 ted a huge turooat. The fed was limited 0 teenie Reproduced courtesy of Nestlé UK Lid Reproduced courtesy of TBS J Holdings Lad Customernewsletters + 197 | | i‘Get in the swing of things 7 ‘Reproduced courtesy of Nestlé UK Ltd SRS Tein tol ner pe anh orp ach be Aa SANS TRAIN AH “rom entacyteteeeeCibaneieg Beene 1g EETaRH Oe aMeeT ROD Sil tr hoe sme eetngdtesotaehicer apes eatin, ene (ulvoclleno.bokeda nn lng real srtemliaia bahadngafen tebe Pea aoa gkanamien mean. 1H | etter cndaie ton Sofie gaan a Ole, ROHKY “RM, HiNEATANNRTASA gilerarbbeit Teh inkietcetetieling Ins arp. NeR\EReRMe Ha", AX MI od re ey aeRO ‘Hal ti ake Reproduced courtesy of TIBS Holdings Lid LEADING THE WAY CUSTOMER SUPPORT a ede bo int ek and dit wi + sin ey cose Sti an eg Specie eh por mpl abe lr ig snes fo pre i te ey Bang Shetty meconium Top honour ‘Thistle has been voted UK Business Hotel Group of the Year for the second year running by readers of Business Travel World magazine. This prestigious award Im the ‘Best National (UK and Ireland) Suppliers’ category, sponsored by Visa, | recognises the service, standards and value that Thistle has provided to its corporate clients in the last yea ‘Tony Kimpton, Thistle Hotels’ sales | director, said: “T'm delighted that our commitment to serving the travel professional and our investment in our product have been recognised.” Reproduced courtesy of Thistle Hotels “he ni ect iil era al ae onlay Oe cnn appction troy cade ‘Set = onaon mre brs owen ogee Songia Reproduced courtesy of Sheffield Insulations Group ple 198 + ~~ Newsletters+ Writing skills ‘The same basic writing skills are needed to write articles for in-house magazines as are needed for writing press releases. The following guidelines should be noted: + use reported speech, third person + write in an interesting, readable style 4 use short sentences and a crisp, snappy style + try to appeal to human interests + beas factual as possible + build the article logically. Here is a good article from Nestlé News showing correct writing techniques, and you ean also see the finished article which appeared in the magazine: SAFETY FIRST ‘Atwo day workshop on Heath 8 Safety in staan was held cen atthe youn Ceo ee ced cert enn Yk a Si rom aces asthe cue tended he workshop which was gene ort st. consined be Simon Frean ad Ete Wi ofthe ena abr and an Burke te uP cccuptona heath & safety department “the speakers considered to lg an company equterert for safety mater, ing ek assessments, acidents an tin prevention, re safety, ding wih siges in labo, and he comect procedures for arangna for poss of wastes. none oth practical exercises, Simon Freeman Volutered fo use he emerge hone, to check ha worked propery ano demonstrate that is ute fut orn ling whilst standing undratoret of cd wats PRS o> vos te eta theo wa ened anno eas Bites) tou of York uring the evening, when we heard stories of York's macabre Pas” Writing skillsSafety first oly the emergency shower. 10 check that it worked properly and to demonstrate that iis quite difficult to remove clothing whilst standing under torren’ of eold water! Says Simon: “The social side of the work- shop was enlivened by joining one of the ghost tours of York during the evening, when We heard stories of York's macabre past” Reproduced courtesy of Nestlé UR Ltd + Assignments 1. One of your employees has just won a local sporting competition. Write an article for the staff magazine. Make up appropriate details ~ name, job, department, branch, nature of the competition, what it involved, the prize he/she won. 2. You have been given the responsibility of organising the company’s annual dinner and dance. Write an article announcing details. Include details of how staff can register, 3. You work at Aurora Holdings plc. ‘Write an memo to Tracie Stannard, Communications Manager, enclosing an article you have written. Ask hee t0 consider this for inclusion in the next issue of the staff newsletter (give it a name). In your article tactfully criticise some aspect of the company (a policy or procedure, organisation, salary structure) and make suggestions for how it could be improved. + Nowsletters4 You work for David Fenworth, Manager of Fenworth Fashions, 117 High Street West, Hale, Cheshire WAS 7TJ (LCCIEB EFB2 style) ‘You know that a famous film star, Saffron Sinclair, was bom in Hele and lived in the town belore she left to go to college to study drama, Saffron has won an award as best actioss in the new fim ‘Silver Vision’. She is your favourite fim actress and you plan to write a short arlicie about her for the magazine of the Hale Film Society. Mr Fenworth knows that you are very interested in Saffron and he tells you that he Knew. eefren when she was a young git, You decide to write an article about when she lived in. Fenworth. Here are our notes on what Mr Fenworth tells you: peal name - Pauline Sinclair - changed her name to Saffron whew she became an actress Bornin Hale- went to-Hiale Grammar School - always loved acting — was hostur of whol plays - played Juliet trschoolproductior of Romeo and Juliet’ - local newspaper said she had ‘sear quality’ Ntgoa good dancer - had te give this up when she hurt her back: ‘len mother tye neeryerat Bourdon General Hospital -her father tyretired: loft Fenworth wher she was 18 to go-to college sill comes home wher ghecan- sister at Hale Technical College: Write the articleNotices and advertisements By the end of this unit you should be able to: compose advertisements according to given instructions. 202 + Notices and advertisements202 Notices and advertisements By the end of this unit you should be able to: + Notices and advertisements ee: || + Notices : Notices are also around us everywhere we go in the supermarket, on the undergrounel, atthe entrance of shop centres, at the railway station, the bus station, the cinema. Most organisations have notice boards posted around the offices which are used to bring special items to the attention of all staff. Notice boards may be sectioned according to different topics for example policy matters, health and safety, staff announcements. [tis a {good idea to nominate one person to be in charge of each notice ae board. This person should be ABOUT NOTES responsible for: erence nar ot oe: ‘+ removing obsolete notices “ + Sectioning notices under epoxies appropriate headings where 1 or i nn pczbett possible ’ ‘+ removing ‘dead? notices (but : retaining them for a short while in case of queries) + keeping the notice board tidy and clean einai company paceses + Designing notices ‘When designing a notice your aim must be to ensure that your notice is seen wri reted upon where necessary. Long, rambling paragraphs will not achieve this aim, When designing notices bear in mind these guidelines: give the notice a clear heading use different size print for emphasis ‘use sub-headings to break up the main information logically ‘use asterisks/bullet points to display points on separate lines tse the paper effectively to display the notice attractively jclude the name of the weiter at the bottom as well asa reference and date. ee aeee Designing notices + 203 Neen ee EE yEEEEEEEE EeeTIP. ‘When designing a notice make sure you split the words appropriately otherwise you could change the meaning completely : A notice must contain the essential information displayed attractively so that it receives attention and cooperation. Here are two examples of effective notices which ‘meet all these requirements. The first is a notice used within a company to point out safety procedures, and the second isa notice which Midland Mainline display at railway stations drawing the attention of passengers to the central door locking: AVRORA HOLDINGS lo tested every 3 mothe oenure cect ‘Spormon ofthe closing macho GANGWAYS ‘angus mustbe kat cla al ins FIRE CERTIFICATE thee cestcatemurtb apt ins sf place the ‘Sal Manapors oc ody forlnspeston by Fr SAFETY PROCEDURES IN THE EVENT OF FIRE ' FIRE DRILLS, fre it wt be conducted erry 6 mons, Stat mst ‘Groat dain anegeacee” "UN" 208 Poses HOSE REELS ‘Those wa be tote oncs every mons atthe same FIRE ALARMS ono‘ stam it tested every week, SPRINKLERS: “Tacs wb test every west EXTINGVISHERS these witbe checked ery woth. Fe extinguishers 5 ‘ust ot be moved rom specie oeton, e exits Est doors must not be locked ding woking hours t sd thoy st be kept lar at st es. FIRE EXITS Fire doors must rover be amd ope FIRE DOORS: ‘ce cock doors must never be jammed open. These 2A 2001 204+ - Notices and advertisements ie_ peecaineierormmnremsmner ta wenn ee ca See esa siete ed atthe platform, the Tain Manager wil release central Jer door wil light up to read \diator above each eaowered and the door opened using the | when the train has stoP Door Locks. The orange i ‘Door Unlocked’. The window can then outside handle. ced. Make sure you don’t miss | vt get on ‘or off the train once the doors are loc at You can’ Jobe arin by ating ona few minutes before ts. v8 (2 ‘he train uniess you Intend to travel Reproduced courtesy of Midland MainlineAdvertisements Many companies advertise in newspapers, magazines or trade journals so as to reach out to a wide, and sometimes specific, market. + co advertise vacant posts + to promote products or services + to announce special events or functions + to publicise changes in the organisation. The classified sections of newspapers categorise advertisements according to subject so that you can find any section quickly. The Kowloon Post Classified is the news you need... EVERYDAY! Ls SLE eg ey | me Ae ra li | | | | | ‘Types of advertisement ‘There are two kinds of advertisement which you may be involved in helping «© design: the small ad or line advertisement, and the display ad. Notices and advertisements “]‘Small ads or line ads tn these ads the information is ran om from line t line, often using the same 1a saghout, with no special layout. Charges are made by the line and there jonormally a minimum charge for three or four lines: Tots of small ads appear in arlatively small space, so you must °1 0 an pening wiich will catch the reader's attention, Then gh much summarised Senin yon as possible in as few lines as possible. But mae sure YOu choose the Tight wording when considering the words to fit in a small space. — = eat aes on 8 Segara i —— cos | pang nea ae "Sire — ee See ee ta Ter rac |S a rata | Ee Sa meee Display adverts : Display advertisements may incorporate a variety of font styles and sizes. ke Dray aor colout may be included. Charges will be based on he number of l an centimetres, often with a minimum size, Information The Organisation Fe Or Ra fur heen TERE Maen tiing date pete oe Bose tga es Seer cl eo smog an Pease pony echo > The Job Serre afd les tos qn amportant par ‘Sof sqm evenivewoel within ie UR > The Person The Person, expen atte hen SoS TE ohne rps ead Sa Round meyers ae Sh cy ans oe or lb Nai aoe Paces or desist 0 Sow Can Pesan! fi, YHA Enaand and SESS GA eecynowne 8p HL Ree AtnaDe Ms taretenltcmpusee cm Chg te fr penton 30 epee Reproduced courtesy of Youth Hostels Assocation (England and Wales)sd —Witing sie +209FeV om de) mex) for a challe nge? yon ae looking fran etn carer and believe in servis excleney, C300 I the ight place for Jou. JoinSiogaporws premier security nd loss prevetion ‘organisation Confidential Secretary 2 oprovde eral nd anit sepa EGER ons or coz Olevlwits erecting 1 ries in Busines Sti (Seca Pres) preter ¢ Eompute irate ; ae ad sdvenge maven Accounts Assistant Duties: Tomaintain genera accountng ecards neuding Py 1 TGet6 a's GOR W eve with cnt in athe emp iets 5 Ehperoncs would be an dventags ‘Applicants are requested to come personaly ith (Sibel a photocopier of teredadtnal cater Reproduced courtesy of CISCO Centre enudtisn SCHOOL SECRETARY NATIONAL situated im Chelea, the School offers Vocational trai Caer’ Sabb odes se ested os Ln tia ae Scho ngs Schl Set wh cele eel Sore eave a 1 The tel cards soud be ropa prt fly pce of the ‘Chost cvs wotngmconjocton wn our member otal re ntact een, Prin epee of Widows 95 ad fue woul bea arog 1 Romie Fal tent + Sayin th eon of £1700. Pitney 28d Seema = “ ‘lah Nadal ale Schoa Care ung Mertens Rod London SW10 00S TekOr71 3767076 Fs e¥74 2763404 cr schonlebaltorp Reproduced courtesy of English National Ballet School Notices and advertisements| i | Looking to hit some serious targets? | cou compony. prof Hays phe leading ecutnent constancy tthe rterorton ont property inaustree. Our growth eB st oar cous oe { Yor pene RacTumars Contant | “iore We have inmate opportune or naaworing nls who have he | [conc and ve retest movng ties, Av aes wo oer = = heredt waiog —_» Cosching tom the st nt ft “Reateeponatty Fest your package £18.00 - £22,000 ely you wi ba toca gradu wih experience a ale, maretng (eonaructon lated rae. We asa welcome aptcabon rom people ‘Shoooynecutret whe want oR ar potnti Callus day oF ana your cv ‘Reorltment& Tetning Deparment, Hays Montoae, Loncon, SHV TAB, | ottnities for career progression. The supervisor may occasionally’ = pat visit customers’ homies when investigating complaints, soa clean driving licence is essential: Previous experience in this type of work would ‘lary with other benefits — 8 ‘meal8: Working hours 40 a week Menday to Saturday, with 20 days if tutory Holidays: Applications to Chew Mei Mei a. House, Nathai Road, Hong Kon, by the etd fie month. Writing style 211WHAT'S WRONG WITH THE ANSWER? Ssupanisor required Aurora oiogs| ‘Kowoon \Wertin inthe Customer Sendeas Department, apptcans fortis busy and chalnging post th opporuries for geod carer peyresnon rao enjoy dln weh the pub sna eve 8 pleasant manner, sc dlomary a abit fo cope under resSHe Cuaticatons: _Englsh ana Maths O evel or equal!) ‘Aitytoleod nd motte eempotant {teen avrg tconse revue erperence -Atacve salary olered plus staf acount, subsidised mons, 40 hours woking weok ee 20 days annual iave hus dairy pub holaeye : + Assignments 1. Design a small ine ad announcing a new Business English course starting soon at your college. Mention the duration and how many hours a week. Include a contact number. 2. You work for Aurora School of Physical Therapies in Bedford, telephone 0119 387472. You offer weekend courses in Reflexology, Aromatherapy and Massage — also various post graduate courses. Design a small line ad Anyone who wants a prospectus can call the school. 3. Design a small line ad regarding an item of office equipment which your company wishes to sell. Make up the details. 4 You work for Mr james Tan, Human Resource Manager at Victory Enterprises Pte Lid, 201 Nathan Road, Kowloon, Hong Kong. Mr Tan said to you today: “Can yase help me to design an ad — we ced somesue to help Robert | tn the Sales Department ~ he needs au assistant because he's away 20 Wate on female, a cauple of A leveis would be goad. Nat too young BEBE ish, We mod someone ith Lats of common sett able ts worl alane. Good telephone manucr aud escntial for this Poe's be wade to sn eattaners they be away. Goad. old-fashioned palitencss ~ that's all we ash. that we'll offer a goad satary, 4 weeks’ holiday, hains 9-5, 212 + Notices and advertisementsgoad cece paspects, medical gud dental Geni” El 6 Nim fee pela had wot. “ay co make crea epeeatchis att i they come flooding eal Design a suitable advertisement. 5 You work for Aurora International Ltd, a large travel company based in vendo headquarters at Aurora Court, 14-18 Holborn, London ECIN 9JE. ‘The company offers ali empioyees a competitive salary and many benefits including use of worldwide holiday accommodation and discounts on flights. Your fax number is 0181 333 1782. “The Manager said to you today: Please drafe an advert for me. Qe angently, need. bright, catelligent ccscrwation agents t0 jain our team. We provide thonough tratuing 30 ccs cxpentence te the travel cada tt eisetinl Applicants do frets Macnboand silts aug, and a reasonable geographical ‘Oi, and a good telephone manser gocs witha sayin eo ge ing seaton wile sant on the BO of wert anh 30 i applicants must be avattable jor that. 3 eee cd tobe itereted ta guaity casos sree, @ al j (pestle force . ance ealy 9 thinks vo dan't give oe address Design a suitable advertisement. 6 You work for Mrs Ruth Fairless, Managet Road, Tenwick, Cumbria C49 yy. (LCCIEB EFB2 style) the Bateman Hotel's anol uidng and some of the slctricl wring is dong replaced. While work is being carried out al the hotels ‘electricity will be cut off. As the hotel time, it has been decided that the work re willbe no electricity in the hotel between 0930 and 4130 and then again between 1430 ‘and 1630. This should cause few probl its Fates asks you to wie @ noice which canbe lft na the rooms and splayed found the building. Here are her notes +t of the Bateman Hotel, Norland [Sey sorry co guests. | Gen ocly fon tuo days ~ ell chem times ~ say why t's weeded |e oe chaceohy eectteal eit wank Che, kettle laindnger ce) | tte kot water ~ etter wat use bath/ shower | | kimited noone cleaning ~ 40 vac eaters | , | lyre a ce te mae Ha “diges want work - etl help anyone to ae staina ib mecesany | | ne adenm tl ele wor dieenteysite |7 You work for Mr Rashid Hassan, Orfice Manager of Langland ‘Manufacturing plc, Freeman Industrial Estate, Pitt Lane, Portsmouth, { Hampshire PO13 73}. The company makes household farniture (LCCIEB EFB2 style) The company is concered about a number of the costs of providing various services in the offices. Mr Hassan is very worried about the cost of photocopying as this is rising greatly every month. He does not want to put alimit on the number of copies each person can make but he wants to put a notice next to each photocopying machine asking staff tactfully i they could be careful how many copies they make. He wants to remind staff that there are ‘cheaper ways of making many copies than using the photocopier such as using the printing department, and he wants staff to think about whether the copying is really necessary. ‘it would help everyone if they were able to cut down and if they do not do so there may have {0 be a limit placed on the number of copies any person can take, or even only allow senior Staff to use the machines. Draft the notice 8 You work for Mr David Fenworth, Manager of Fenworth Fashions, 117 High Street, Hale, Cheshire WAS 7T] (LCCIEB EFB2 style) Mr Fenworth has just been told that some urgent repair work is being made to the staff car park next week and the car park will be closed for three days from 8 to 10 August. During this time staff who use their cars to come to work can use the customers’ car park but there isn'ta lot of room in this. It would be helpfl if staff didn't use their cars for these three days land would use the bus or make alternative transport arrangements to get to the shop. It ‘would also help if staff could give each other lifts to work so there won't be so many cars using the car park. Mr Fenworth has asked you to write a notice about the car park to be placed on the staff notice boards, Write the notice Notices and advertisementsi | i | | By the end of this unt you shouldbe able to: co 2 discuss ened a) . : 5 é leaflets + 218+ Types of leaflet ‘Most organisations produce leaflets or brochures for any number of reasons: + to publicise goods or services +t promote special events and promotions + to give information of any kind. Such leaflets may take the form of a single page, 0 they could be designed as a folded document — ‘Ad size could be folded once or ewice to make a four-page or six-page leaflet as shown here: Here is an example of an effective single-sided leaflet: GB weartucover A new range of affordable health insurance plans from Boots. rye heh Sed re Dent Hping you with the cost of matting _ysment fam simp ngs ta con and ges Keven cre hops an des ste IepeyTeayrbthee ie - Font ppt te een of xy ono ie emmelelan oper ort hi nary art sport lp i you shire nected gale neh pee ae cea boat 222 |goun Son ttm ony oF sam'o Ip Ste or rae sy pty Reproduced courtesy of Boots the Chemists Ltd + LeafletsThis leaflet is more complicated, extending to six pages. Note the effective use of sub-headings, bullet points and illustrations. Se Ee husaneted Hieperen er See ee Types of leaflet #217nr + Designing leaflets ‘The AIDA techniques in Unit 15 can be used when writing leaflets. Other guidelines you should consider are: Use 2 company logo, prominently displayed. Use an appropriate heading which clearly states what the leaflet is about, Consider carefully the information which needs to be included in the main body ofthe leaflet. Break it up according to different aspects of the main theme. Use sub-headings and bullet points where possible. Use straightforward, simple language and short sentences. | Be as persuasive as possible, making everything sound interesting and beneficial, Use everyday language instead of technical jargon. | Aim for an effective and attractive display which uses space to advantage, If you want a response give full details - what to do, who to contact, telephone number, etc. | 10 Ifa portion is to be completed, refer to Unit 17 on form design. Another exampie of a well designed ieaflet is shown on the opposite page: + Assignments 1. You work at a local health centre where the aim is to provide a high standard of service for all patients. To help to meet this aim there is a team of fully qualified and trained practice nurses and health visitors. You have} been asked to design a leaflet to highlight the work of the nursing team. Here are your notes of what must be included: Practice Manses and Health Usitors = rate deuetoped te bridge the gap Ketween medical aud ninsing care. They sce anyaue with miner illnesses eore throats, earache, coughs /hayfever/asthana, diarrheca and vomiting, tninon traumas, atichy eyes, lifant colic, feeding problems) Doctors = more tee far mare serious consultations, Nensing Team alecays works closely with Dectors to ensure best possible care for att. Practice Neerses are auaitable Mon-Fri 8.50-12.15, Maul Wed| Ft 2.00-6.00,"7u0s/Thans 4.00-6.00. | Design either a leaflet (cither A4 size, or fold A4 into three to make a six sided leaflet) to issue to patients at the health centre, 28 + LeallelsMost infections get better without antibiotics tm canes where patients wil get beter whout anubiotes, Ntimakes vers for your doctor aot to preseribe them. ‘our body's defence system can often protect agaist Infection without the need for anibios {ori pte or Se ope (Gl come of aes ‘oa and te Dr pry of ster 0 0 pa an ai ‘Shuncete eae et you mace he) eee wt (elke hing merece Sopecw DOCTOR PATIENT PARTNERSHIP ‘remoting bea panes beet Tracts ad Bol prefesonals — Reproduced cou tesy of Doctor Patient Partnership “ct pine Uh ta ae | Resignmenis + 219 << ere2. You work for Mr Rashid Hassan, Office Manager of Langland Manufacturing ple, Freeman Industrial Estate, Pitt Lane, Portsmouth, Hampshire PO13 7JJ. The company makes houschold furniture. (LCCIEB EFB2 style) ; “The company has built up a large amount of stock in its warehouse, and some of this was slightly damaged when rain came in through the roof one weekend. Mr Hassan has decides to sel off this furriture and other items which have been in stock for along time. He gives, you these instructions: We need 2 lealet we can send to people in the area to tll them about our sale which wil be at 11.00 am on Saturday 27 September in our main warehouse. Say that we have 2 wide range of furniture far sale (cas, tables, cabinets, beds, wardrobes and chess of drawers). Some of ths is damaged sighy ‘but some is perfect and it’s all going to be soldat bargain prices. Everything wil be atleast half prce Well open the warehouse lor a couple of hours om 6 o'clock on Friday night so people can see what we tare lor sae. You'd beter say thet we can't deliver anything we sell 0 castomers wil have tobe able to take away anything they buy. Draft the leaflet. | 3. You work for Mrs Ruth Faitless, Office Manager of the Bateman Hotel, | Norland Read, Tenwick, Cumbria C49 8]Y. i (LCCIEB EFB2 style) ‘The hotel is well known for its Christmas lunches and often guests enjoy staying over the Christmas period. For the fist time this year the hotel is planning to offer something similar on New Year's Eve and New Year's Day. Many people enjoy celebrating the New Year and ‘Mrs Fairless has asked you to draft a leaflet o send to all the guests who have ever stayed at the hotel informing them about these New Year celebrations, ‘You made some notes when speaking to Mrs Fairless, as follows: Gucses staying for one night on 31 December and witt be able 10 90 to the hotel's grand dinner aud dance that evening. A speciat five course dénnen will be cerued and guests wit be able to celebrate until 2 am. On the following day thene will be a special boat trip ou the lake wert to the hotel aud lunch wilh be sered.on the boat. Afterncon tea will be sersed back at the hatel before quests leaue. Excertatament will be provided jor children on 31 December aud there wilt be a disco for olden children. All included in special price, Children who stay in thetr parcats' room wilt be free. guests stay on longer, regutan rates will apply. | Draft the leaflet. 200 + LeafletsBy the end of this unit you should be able to: | Invitations invitations. + 21Many companies organise special functions for various reasons: to publicise a special event the launch of a new product the opening of a new branch office the retirement of a senior executive, You may be expected to know how to prepare invitations to such functions, or how to reply to such invitations, when your employer gives you an instruction simply to accept or refuse. + Formal in ations Formal invitations are usually printed on AS or A6 good quality paper or card. Often they are specially printed. They should include the following details + who the invitation is from + who is invited (usually a blank space) + what is happening + the date + the time + an address for a reply. eee Soe At hele DContenary Celebrations tbe heb st s Celerises Balko ene ‘Belfing Frenoship Hoe pied ‘Soha Road effing 1000 (Fe 1 uh 2009 Coca st 919 ‘Dior 382900 Tre Directors Atwora Hobsings ple Not Chaoyangmen Navoafie Chaayans Distct Boling 100020 Chins eee cod CEES 222 + Invitations4 Perec Persie) Pen) Ponti Perr When a formal invitation is ina amilar, formal style. If an invitation is refused, itis courteous to give a accepted or refused iti usual to prepare the reply Miss Mavis Lee thanks the Directors of ‘Aurora Holdings pl {or their kind invitation to their {:-Cemtenary Celebrations tobe held at Celebrities Ballroom Aeijing Friendship Hotel ‘San Ma Road Beijing 100011 ‘on Friday 12 July 2000 and has much pleasure in accepting No 4 Dong ji Street ‘Nankai Disrict Tianjin 300100 china _15 May 2000 Ashley Ow Yore thanks the Directors of arora Holdings ple {or tir kind invitation to ther centenary Celebrations | on Friday 12 July 2000 tut i unable to etend as he wi be oversecs om business Shanghoi 200040 | ene 28 May wo | + Formal invitationsInvitations may also be presented in the form of a letter. Remember to reply in a similar manner. ‘Silver Grange Scarborough Road PERTH Wasas9 Tel (61) 9458323 2 Ang 200 Dear reer + Norman ity years and we are sil together! We ae pleased to anncunce out Glen. 1 Wedding Anniversary on Saturday 4 September 200, Weare planing to celebrate by holding cocktail and buffet evening st our home: | #1920 on that date We have pleasure in inviting you to atend, ‘Wesincerely hope you will beable to join us to celabrats this special occasion. ip + Koh. 1. Your company will be opening its new branch in a nearby town next month and is arranging a cocktail reception to mark the occasion. Prepare an invitation which can be printed to send to a number of special clients. 2 Prepare a reply accepting the invitation from one of the clients. Prepare a reply from Doctor Anthony Long of Orchard Medisave Pte Ltd. Unfortunately Dr Long cannot attend the cocktail reception as he will be overseas on a business trip, 224 + Invitations4 Here is an invitation which I received. Follow my instructions and prepare a reply _ sangela ond Te | | oe Seid Shuttey. Taylor | to-celebrate the Blessing of their Marriage om Saturday 22nd August at Bolsover Parish Church a dpm y followed by 0 party at sondhay Gobf and Country Club, Whitwell, Derbyshire | RSVP by 16th May 1908 5 Your company, Aurora Holdings, of Temple House, Temple Street, London SET ALL, has recently appointed a new office managet ~ Mr John Hamilton ‘ Se tho will replace Mr Thomas Hunter. Wiite a letter to be signed by the Manasing Director ~ Sally Thompson ~ to one of your customers (make up £ the details). Invite the customer and his partner to a reception to ‘mark Mr theater's resrement and to introduce Mr Hamilton to them. Tes to be held aan October at 7.30 pm at the Westminster Hotel, London WC1A 4WW. Assignments + 225MMUNICATION a |Form design By the end of this unit you should be able to: + Formdesign erremnanyyoner eeeSemen + The reason for forms + an everyday occurrence. In almost every aspect of our ‘oided. This is also true in the business world. pre-printed forms are being Form-filling is almost personal lives forms cannot be av Even with the impact of information technology, used more and more for a variety of reasons: ‘+ They ate extremely valuable for collecting data in procedures which are standardised. ‘+ They ensure that every piece of information required is completed by the form fillet. ‘+The sequence of information is included in a priority order. + They act as computer data input sources. They provide useful sources of reference. ‘New forms can be designed easily to meet new policies or ms in everyday use in business: fevised procedures. Here are a variery of well-designed for € Reproduced courtery of Waterlow Business Supplies The reason forforms #229+ Designing forms One reason why some people hate forms is because some designers do not, allow sufficient space for the person completing the form to insert all the information if you have ever had a similar experience in completing a form, this should help you to ensure that your created forms are a pleasure to use. Effective form i design can save many people valuable time, so study these guidelines for some | useful techniques. | 1. Consider these questions: a) Who will be completing the form? b) Who needs the information? ©) Why is this information needed? d) How would the information be most effectively presented? 2. Make a checklist of all the information needed, for evample: name, address, telephone number, fax number, age, date of birth, sex, nationality 3. Divide your checklist into appropriate sub-sections and choose titles for cach section. 4. Decide on a logical structure for the form according to priority. 5. Design your form in draft, making sure that you: ) word your questions carefelly so that they will obtain the required response ») use options boxes where a variety of responses could be given ©) leave sufficient spaces and lines where the required information will fit d) allow sufficient space when asking open questions ¢) ensure questions and instructions are simple, clear and unambiguous. 6 Try your form out on a colleague and ask for constructive criticism, Make any amendments based on the useful information obtained from this trial. 7. Print the form properly but monitor the first few forms completed. Check that users understand requirements completely and that sufficient space for answers is provided. 8 Monitor forms regularly and ask yourself, is the form a) essential? b) straightforward and simple to complete? ©) logical in the sequence of questions? 4 4d) printed on appropriate paper (colour/size/quality)? i ¢) relevant? | 4) suitable for the purpose for which it is intended? | { 230 + — Formdesign4 Reply forms On many occasions in business replies are required from recipients of letters. In Unit 11 we discussed tear-off slips which are often used when sending out circular letters, Sometimes when a teat-off slip is not big enough for the information required a separate reply form may be necessary. Arreply form enables the sender to specify the information required from everyone to whom the form is FEB Yor a. canes sent. This guarantees that the Ci tenmeneeitoa rent omic correct information will be doer ing wowite rene et obtained and isa much better (nn Se _ Dy Varincamcia gow pion way of obtainin B yareciacomemmemnoneeatecoine than by requesting a written iene ee reply. Sometimes reply coupons are included in advertisements 50 that interested parties can reply easily, Reproduced courtesy of Singapore Exhibition Serices Pre Lid ‘When you design a reply form, remember that if ) G you omit important details or word a question A 7 badly, it could result in your receiving many phone calls asking for clarification, Alternatively } Br {you could have to make hundreds of phone calls requesting extra information which you forgot to ask for on the form. Bear this in mind when you arc designing forms. 1m sorry, there was no space on the form for your address, Could You give i 0 me now please? Headers and footers “Two important features of reply forms are the details shown at the head and foot. These details will differ on forms used within an organisation and forms red externally. Here aze examples of header and footer details for forms used both internally and external Replyforms + 231Internal forms Perey only eo Esco External arte ‘nate and date = See od 232 Form design| REPLY FORM lease retum by 25 May 2000o Mrs Mavs Tan, Training Manager Sionatre Namo (e eas) forms REPLY FORM Pease etum by 20 August 200010 Sionatwe Name in capitals) Designston/Depariment Company Adress Telephone NumberTIP. When thinking of the opefiing and closing details for forms, just ask yourself who will be completing the form and what details you need to know! Specimen form Here is an example of a reply form sent out with a letter to clients of a training brganisation. Clients were asked ro specify whether or not they would like co snd a one-day management conference, when accommodation will be required, and enclose a cheque to cover the cost REPLY FORM tease rtum by 15 February 200010 Me Sim Fook Gin Mralrng Manager emer Prefestana Tratning Sdn Bhd ear 128 Buona Vista Boulevard {toe Kus Lume : Malaysia ere ‘ONE-DAY MANAGEMENT CONFERENCE Peete SATURDAY 3 APRIL 2000 eee | wisi not wih fo stend this conference. | require accommodation on brine a & Fray 2A 19 Soturday 3 Apel (please ek) ert? Pore iy creque for S800 i stlached (made payee to Profesional Traring Sdn Sh) inode inate eres Name (in capa) peneriocrtecirentt es DesignatonDepariment ‘company “Telephone Number Fax Number Pere cea + Peage delete as necessary Specimen form + 233 |ign a reply form: iknow: they: REPLY FORM Tobe etumed by 31 Apa to Human Relations Manager ‘es tgs Scrat ' (name) tom (depart) dldo ra wth atend the cane nd dance on 12 May. 2] wavs oa be beng my pares Assignments 1. Your manager has written a circular letter to all customers announcing @ cocktail evening to celebrate your company’s 10th year of trading. Prepare @ reply form which may be returned stating whether or not customers will attend. 2. Your manager has written an open letter to al! employees announcing the retirement of the chairman and inviting them to attend a special presentation. This will be held at a local hotel in 2 months’ time. Design & form to be sent with the letter for employees to return to you with the necessary information. 234 + Form designTy 3 You are responsible for organising the company’s annual dinner anc dance. When you write to employees they will need to let you know whether oF not they are attending. You also need to know if they are ringing @ partner. Fall payment must be sent with replies. Design an effective form. 4, You have written to departmental heads in all branches of your company asking them to nominate staff in their departments to attend a training Srorkshop on effective communication. This will be a half-day course held in J months’ time. Design a form to send with the memo for departmental heads to complete and return to you. Assignments + 235Questionnaires By the end of this unit you should be able to: 236 + QuestionnairesQuestionnaires By the end of this unit you should be able to: ~ 236 + Questionnaires4 The purpose of questionnaires Questionnaires are a special type of form designed to record opinions oF suggestions from different groups of people. They are widely used in business, for example: + for researching the preferences of ‘consumers ‘+ for investigating public attitudes to major issues + for requesting the opinions of staf om issues like ‘canteen facilities and flexihours. [A questionnaire may well form pert ofthe esearch undertaken in the preparation ofa formal report, as discussed in Unit 9 {All the guidelines mentioned about the design of forms apply also tothe presentation of questionnaires. People who complete a questionsais often itjor no pressure to do so; therefore their design js even more importavt because thoy are dependent on the pubis desire to help, To avoid puri people off, the rncationnaire must be a straightforward as posible. Humour also helps, asin this eteract from a feedback form used at Changi Airport, Singapore [Peace exon te apron ae a Se | 2 Check-in Facilities BServices. @ 2 @ rire @ & BS @ Services 2 = Airport Cleantiness & = @ @ 2 © 8 Friendliness of Airport Staff ‘other Facilities (Please specify) @ & Reproduced courtesy of iil Aviation Authority of Singapore "The purpose of questionnaires + | 237238 ‘To achieve the objective of ensuring that people fill in your questionnaire, follow these guidelines: Ensure your questionnaire is clear and attractive. ‘| Use language which is simple and direct; it should not offend anyone j Use wording which will create a good relationship with the reader, Include only essential questions so that the form is not made unduly long, Begin with a polite request to the reader to complete the form and briefly ‘mention why the information is needed. + Include an assurance that all information will be treated in confidence. + Thank the reader for completing the form. + Include clear instructions about where to send the form after completion. Here is a well-designed questionnaire used by Cold Storage in Singapore to obtain feedback from customers visiting their supermarket. Types of question Different techniques can be used for asking questions on a questionnaire, | Alternative questions are used to establish facts and circumstances before asking j further opinions. Care must be taken to ensure that the alternative answers are specific. How often do you buy cold drinks? X Often/sometimes/rarely/never Several times a daylevery day/twice a week/once a weekiless often/never Closed questions require specific answers. The most basic closed questions are those requiring yesIno answers: Have you bought any drinks from the college vending machines during the past month? YeyNo Do you feel a vending machine for snacks should be provided? YesINo Multiple choice questions are those giving a list of responses to be ticked. This type of question needs planning carefully to ensure complete coverage of possible answers: Questionnaires‘& Cold Storage oe Cold Storage, We would be very much obliged if yo could asi i base your tesponse on your experience today. You fendback, 7 THE FRESH FOOD PEOPLE 1 Regroduced courtesy of Cold Storage Singapore (1983) Pte Lid Types of question + 239i { y 240 Questionnaires Which of the following drinks have you bought recently? _j Coffee Sprite Tea Cola ‘Chocoiate et Cola Milo Orange Juice (please tick) Rating or preference questions ask for an opinion. Gradings are provided for ticking: What is your opinion on the quality of the drinks from the vending machine? Good [Average | Fair Coffee etter cent aeninenin | Chocolate Milo Sprite Cola Diet Cola ‘Orange Open questions invite comment: Name any additional items you would like to be available from the college vending machines. Drinks . Snacks .. Here is a questionnaire inserted in boxes of The Sunshine Supplement Kira (St John’s Wort) by manufacturers Lichtwer Pharma UK Ltd. They use various different questioning techniques in this leaflet to obtain feedback which will assist them in developing the product suitably.2 prryn puso 2% san02 poonposdey { gs, |+ | cocceeeeneecteneseesses Yah] ono 2 5 lz | awl) C] AM] SAG BEaE |f smi po cone mmr wire soamucan asics | eos) en One o3ee “pena ue) a md | 3 |e g 18 ymrerson omnes ppsees an [fe orm, ed public image and increased Baie 2eze ee egge ares ng Bnou23 A rouse gae5% | sree ome stapesnepreraae mes ma | abees | | SEN gmmminmnnmi | serena ieee lo ew oc | ° amie g2ELG a = eEies {oa o oO g2bss | a gong exnyaied ooh pip dows 70 8A wonuM Mt gees z Dy wrmmesuconseeso swans Bags? | empounesusemeo ees eure zai ~ OMmeowuomycrms E) Mummeovermien | Beye fo 5 oe geeee | 3 oD amnion | BE GEE Chow ata at Pe sat egos | sme nna es ung omg om os | > esse i ae om “somennminonmaven| F452 8 ae mon| 2 EE L Lg sybee a EES2 G@ 28282 +Pee ee i 22 + QuestionnairesWHAT'S WRONG? “Your colleague has been asked to find out the opinions of staff on the food and eorvice provided in the staff restaurant in your company, The results of this Fesearch will be analysed carefully o form the basis of a report. Discuss “ihat is wrong with this questonnalre so that you can tactfully suagost fo | yout colleague how it could ‘be improved: When you have done this, redesign Hheuestionnaie more eporoptaley i | circurar ‘ease complete this form and retum itt Susan Gingell as soon as possible 41 Wich lunch siting do you attend? 2. How many tines @ week do you use the staf restaurant? || ‘3. What else do you sometimes do at lunch tine? 4 Doyou ever have to queue for meals? _ Are you satisfied wih the section of food avalable? YestNo 16 Are you satisfied wth the service provided? Yeuo 7 Are you satsed wit the food? YeoNo ‘Any other comments? Sionature Date + Assignments 1. You work at Mills and Starks, 2 large retail store with many branches in your country. Design a small feedback form for customers to complete which wil tive feedback on how the company is rated in terms of customer service, Stlection of goods, quality of goods and value for money. If customers Complete their name end address they will also be entered in a monthly lucky draw for Mills and Starks gift vouchers. Assignments + 243284 + 2. You work at a large hotel in your country. Design a small feedback form to be completed by visitors to any of your many coffee houses/restaurants. Use your initiative to decide which categories and statements should appear on the questionnaire so that it will be valuable to management in gauging customers’ opinions. 3. You work at Rapid Repair car repair workshop with many branches in the region. You specialise in tyres, exhausts, batteries, shock absorbers and many other items. The General Manager has asked you to design a simple questionnaire which can be completed by customers so that standards can be maintained and improved. Use the following notes to help you to design the questionnai This wiset — what dd they buy? Belg? (70, naan, newspaper, yl pages = ti of ethos Lecstions — seat covers used? franks and hanest appratial given? caforaned of cot before work started? finished work examined ta cacstanzc's presence? auy parts removed offered 20 customer? depot eteanltidy? Overall rating? Include any other details you think are appropriate and design a ‘questionnaire. ‘Questionnaires 7Visual presentation By the end of this unit you should be able to: ‘Visual presentation + 245246 + Methods of presentat The appeal of visual presentation Visual presentation of information is having an increasing impact on out lives You only need turn on the television set or open any newspaper to appreciate the widespread use and effectiveness of such presentation. Visual presentation is beneficial for many reasons: ‘Complex facts and figures can be much more easily absorbed. Visual presentation adds impact to the informatio Ir enables quicker understanding duc to its simplified format. Irenables comparisons to be made and recognised easily. Audiences are more likely to be interested in a chart or diagram than a long explanation or lots of words. Charts or diagrams can easily be transferred onto overhead transparencies for presentation to large groups. teense This illustration shows the percentage of information whick is remembered when it is seen as compared to other means of communication. Compare too the illustration with the table shown alongside it. The pictorial presentation of the information is much more vivid, simpler and more effective compared to the words and figures. sight | 7536 Sound | 3% Touch | 6% Hearing | 13% Smelt | 3% To ensure the effectiveness of the presentation, itis imposcant to select the most appropriate method. There are many ways in which information can be presented: Visual presentation |tabulated data line graphs bar charts Gante charts pie charts pictograms. maps and diagrams cartograms flowcharts visual planning boards computer graphics. eee eeeeaee + Tabulated data i Information is very often provided in the form of tables. Tables present data in loMGmmediate and carefully ordered way, but they rely om the reader co intsinret aeanrere Shown on them. This often means that the ful significance of the dea enor always immediately obvious until it has been carefully studied. ‘Tamnover by region (96) pop 198971981999 2000 Europe 50 HAO Australasia n 20 w 20 19 2 Africa and Middle East, = 11 10 #1 USA/Canada 16 2072 ibe presented in adil yGeasy fo see ata giance?™ | ome tabular displays can be highly inventive and unusual with symbols and praphics which attract the reader to the page and which make all the aoeon very easy co interpret at a glance, as shown in these extract from 2 leaflet produced by Boots tie Chemist. Tabuleted data +247Your Quick Guide to Hayfever Symptoms and Treatments Symptoms Minot Moderate Serre Eres v v v Nose v v v Trost v v Chest v Suitable P8 | Anthistaminealets | Anthistamine wabets | Anthistaine tablets ‘Treatments P10 | Decongestant nasal | Preventive nasal | Preventative nasal sroops fr srayrops for season | sprays for season casio use long use ang use tt | Fyedtops or occasional | Preventative eye dons | Preventative eye cops se for seasonionguse | forseason og use Throat lozenges for | Toot zenges or ‘nme ot inmate role Reproduced courtesy of Boots the Chemists Lid Hayfever Calendar 1 | lolplelelele! | | jelelele| | 1) te [elem] lea fend Hele] | pelwehehele) $ cocaine || | | alaiaajalalaal 6 on saiala) vy | | | to | felelee, isms | | Si Lala | LLL ome sTe[e[atw [ays tatsTopw to] 3p eguee Reproduced courtesy of Dr Jean Enberln, National Pollen Research Unit, University College Worcester 248 + Visual presentation+ Line graphs Line graphs are useful to show comparisons or indicate trends. Two ses Of figures are used the horizontal scale (or x axis) from left to right, and the fierce ae (or) axis) from top to bottom. Two or more items may be shows, sathe same graph by using contrasting ines or different colours. Asingle line graph ‘Aurora Denim - Jeans Market 1990-99 3d MILLION PAIRS. 8 45 1 yor CGT HD A multi-line graph ge Jur Aug Sep Oct Nov Dec Tine graphs + 249280 + + Bar charts Bar charts may be displayed vertically or horizontally and can be made up of single or multiple bars. They are useful for showing comparisons: A vertical bar chart Cao hoe of shoo Teowrsinushbvage OH 10 Female 0 * g 10 | i E | 3 Is 3 fs i (| é | 2 " | gineering Nursing Reta Adminy Hotel & Bulding Enaineering Nursing a A horizontal bar chart a aoe 1808 usa canada Be fap ect z gta key East LJ van—June Europe & duly ~ Dec a _ Visual presentation sé 7 8 9 a0 EMMilions; + Gantt charts 'A Gantt chart is used to show the comparison berween work which has been a Raliled and work which has actually been accomplished in relation ro time. fp ‘is example, scheduled work is represented by a pale line andl completed work by adark ine In practice, colour could be used to good effect in uch a chary BBBEEBBRREERBERE Project Plan F= = 7 aca Plan iz ‘ne Pie charts Pie charts are often used when itis necessary to show the relationship of pasts a cihole. Its preferable not to use too many segments in the pie, otherwise the impact could be los. Shading may be used to fos special atention On 3 ‘inate clement, or the segment may be separated from de remainder of the pie. “The fve sectors ofthe pasta market @ Canned @ Dv Pasta @ Frozen/Chiled Meats O Frosh asta © Mea accompaniments Rice producing counties © 2027, Thailand, Brazil, USA, Korea Pakistan & the rest ofthe world O china @ incia © Indonesia @ Bangladesh Reproduced courtesy of Van den Bergh Foods Piecharis * 251+ Pictograms A pictogram shows information represented in the form of figures or symbols, ‘The value of each figure is indicated by either the size or the number of figures shown. Pictograms are visually interesting and easily understood. ‘SALES OF JEANS -ARAR | - ARAAI | -ARAR - ARAAAI + Maps and diagrams Maps can be an effective visual aid (consider the weather forecast maps shown on television). Maps or diagrams may also be sent out to delegates of a conference or to customers showing a new company’s location. Such maps have obvious advantages over the written word. Reproduced courtesy of ‘Sheffield Insulations Group ple 252 + Visual presentationReproduced courtesy of Michael De Kretser Consultants * Cartograms A cartogram is a special kind of map which is used to give information about the distribution of people of chings within a country or region. Things which may be depicted clearly ina cartogram are, for example, the density of fopulation in China, the number of dog owners in Britain. Here isa cartogram Showing che number of Aurora Hotels in Europe, and another showing the location of Thistle Hotels in the UK. Cartograms + 253Reproduced courtesy of Thistle Hotels + Flowcharts 254 + A flowchart is a diagram showing a sequence of decisions or instructions involved in a process. Flowcharts are often used in business to work out the stages of writing a computer program. However, they can also be very valuable in highlighting the separate steps or procedures involved in a sequence of events. It is often useful to construct a flowchart when faced with the task of achieving a new objective or simplifying a procedure. This process is useful in encouraging logical thought. Here are two very effective flowcharts included in the publicity material of Cadbury Ltd. ‘The first flowchart shows the sequence of events involved in the production of chocolate, from the cocoa bean to the end product. Visual presentationwe oe ee E> ES Reproduced courtesy of Cadery Lid Fiowchans + 25626 + ‘This flowchart highlights the steps involved in market research and new product development, from the initial idea through to the final launch and continuous research, | | ony peste pobre) | Reproduced cou:tesy of Cadbury Lad Visual planning boards Visual planning boards can be built up to show virtually any information — from a simple plan showing staff holidays to a complex plan showing activities of a company over a 12-month period, featuring a number of variables. Visual planning boards offer flexibility and ease of updating. They enable fuuure trends to be plotted, changes to be foreseen and realistic forward planning to be made. ‘Many visual planning boards are available, from simple paper charts to icated magnetic wall boards shapes, strips and symbols. mene Visual presentation| 4 Computer graphics Most managers are very busy and they welcome information being presented «© aoe he form of high quality graphics ~ as charts, graphs, maps, coloured tibles and so on. These are visually attractive and easily interpreted “The use of graphics application software packages has increased rapidly ever re secre, enabling users to present data easily and quickly in any graphics format. Ie will be advantageous for anyone working in the business world today co eel anti withthe range of graphics sofware, This will become part of your own ‘package’ to offer furure employers. Rental Sales by Region 24.20% 98.363 Norm Bion Sn wim GQ ves ae saleby Raion sw, aul a a Boor a Eben = | __ E cacnepeeeecamme NS258 + Assignments + 1. You work for Collectibles ple, a company which deals with anything that people collect ~ autographs, model cars, dolls, stamps, erc. Study these pages from your collectibles catalogue and then answer the following questions. (LCCIEB EFB1 sty le) STAMPS AND COVERS (rem Ref Very good [Good | Poor Penny Black SPB z1000 | £700 | £200 Penny Black Cover spac | £2000 |g1000 | 500 ‘Twopenny Blue STB £600 | £400 | £100 | Victoria Tubilee svy £100 | £60 | £25 Seahorses Set SsHs £450 | £300 | £125 Seahorses Cover ssHiC £600 | 400 | NIA George V Jubilee sGvy £200 | 100 | £50 | Edward VIII Ser SEE £40 £20 | NIA George VI Coronation | SGC £50 £30 | £10 George VISilver Wedding |scsw | £300 | £200} £60 AUTOGRAPHS LE Ref __| Personalised | Photograph | Plain Frank Sinatra ARS £500 £300 Elvis Presley AEP. £2000 £1000 “The Beatles ATB £4000 £2000 Marilyn Monroe | AMM | £2000 £1800 Martin Luther King | AMK £500 £100 Nelson Mandela ANM £750 £400 Laurence Olivier ALO £1000 £600 Laurel 8 Hardy ALH $650 £300 Mike Tyson AMT £175 e125 Harry Houdini ‘AHH £2000 £1000 Visual presentation “y4 POSTCARDS Type Ref Posted | Poor | Seaside Views Psv a - “Train Crashes prc £5 £1 “Teddy Bears mB £10 £20 2 | Father Christmas | PFC £5 £10 B ‘Trams Pr a1 2 - | Comic PC 2 3 Al Military ™ 8 £5 22 Birthday C: PBC £10 £5 Al Royalty PR £9 8 a Film Stars PES Ls £5 a 1 Whats the price of item SSHC in good condition? 2 What is the reference for Mike Tyson's autograph? 3. How much would you pay for a Teddy Bear postcard in poor condition? 4 How much is a photographvautograph of Marilyn Monroe? 5 What is the cheapest price for a George VI Silver Wedding set of stamps and coins? To what does ATB refer? How much is an unposted Royalty card? Does the shop list more autographs than postcards? To what does SEE refer? 10 How much isa plain autograph of Nelson Mandela? . 11 How much is a good set of the Vietoria Jubilee stamps? werent tenertnees 12 How much would you pay for a Teddy Bear card that had been posted? ‘Assignments + 25913 Isa plain Laurence Olivier autograph more expensive than a personalised Mike Tyson autograph? 14 Which stamp would you pay £2000 for? 15 Which postcard is the most expensive? 16 How m ref SGV]? 17 How much would you pay for a photograph’ autograph of Frank Sinatra? 18 To what does PC refer? 19 Which postcard would cost you £9? nis the cheapest item under 20 How much would you pay for a personalised Beatles autograph? 2. Yon work: in the travel department of a vo:npaay in Sheffield and have to arrange rail and air teavel for managers. Using the information in the timetable answer the following questions. Your answers should be in the form of single words, times, numbers or short phrases: 10 Is there a non-stop service from Sheffield to London? Is the restaurant service available on all the ‘morning trains from Monday to Friday? If catch the Master Cutler on Thursday, at what time will I arrive in London? If wish to book a ticket over the phone, how much notice should I give? Will these times still be in force on a bank holiday (.e. public holiday)? Can Luse a Saver ticket on the Robin Hood train to London? (On which days can I leave Sheffield at 0740? How can I find out some additional information which does not appear on the timetable? If [book a ticket on Premier Service, on which trains is continental breakfast service included? Do I have to pay for my own tea and coffee if I use Standard Class accommodation on the train? + Visual presentation[: Reproduced courtesy of Midland Mainline Assignments + 2613 You work for Sporting Ventures ple. Your company owns five golf clubs in the South of England. Each of the golf clubs is named after a famous golfing professional - Faldo, Woods, Player, Nicklaus and Else. This table shows the features of each of these golf clubs. Use the information in the table to answer the following questions. (LCCIBB EFBI style) Club features FALDO [WOODS [PLAYER [NICKLAUS | ELSE. i Holes 18 +9 [ig+is [a8 18 | Driving rangels 2 No 4 4 No Tuition £25ph_ —|£20ph_—| £40 £18 ph None | half day | Joining fees £100 £150 £250 £125 £180 Car park spaces 100 200 34s 80 0 | Opening dates March- |All year Allyear | Febreary- [Aprile October September [September | Practice greens Yes No Yes No No Age limits None 2+ 18+ None None Floodlight pursing | Yes No No No No Licensed bar Yes Yes Yes No No Restaurant facilities | No Yes Yes Yes ‘Small eafeteria Changing rooms | Male Male Male No No & female | & female Buggy hire £10 ph —-|£20ph_—_—| £403 hrs) |No No Visitor fees £30 £35 £50 £20 No hhalfday [half day —|perday {half day Visitors Weekdays [Weekends |Thursdays |Any time [No visitors only only Insurance £25pa— |Own Included | £50 pa £50 pa |scheme in fee Annual fee £500 £500 £750 £350 £200 Professionals | employed 1 1 3 .2 1 Languages spoken | French French German | German None Japanese Italian Japanese | Italian [Japanese Shop hours 9-500 |10-4.00 |8-8.00 10-400 | None 262 + Visual presentationnesses QUESTION ANSWER 1 Which club has most holes? 2 How many clubs have more than one driving range? 3 Which club offers the cheapest uition for one hour? “Which club does not offer any tuition? Which club isthe most expensive t0 join? “Which club is the cheapest to join? How many clubs provide more than 60 parking spaces? ‘Which club has fewest parking spaces? How many clubs are closed on 25 February 410 How many clubs have practice greens? 11 How many elribs do not accept 29 year olds? 12 Where could you practise puting at righe? 70779797" cee 13. How many clubs do not have a licensed bar? 14 How many clubs do not have restaurant? 15 How many clubs have no changing rooms for ladies? cess 16. Which club charges the most fora buBBy for three hours? 17. How many shops are open at 9302: 18 How many clubs do not have an 98 limit? 19. How many clubs accept visitors on # Friday? 30 Which club offers a visitor the cheapest r= for a full day? ceceeneeseeetts 21 How many clubs charge a specific sum for insurance? cece 22 How many clubs charge more than £400 for their annual fee? 33. low many ciubs employ fewer than ehree professionals? 44 Which foreign language is most realy available? 35 Which club(s) would be most suitable fora 417 year old German speaker? —RSSganents + 288+ 4. These three pie charts show the breakdown of season ticket holders for a particular football club over three years. The charts indicate the proportions of men, women, under 16s and over 65s, Study the charts and answer the questions which follow: FOOTBALL cLua SEASON TICKET HOLDERS 1 Less than the total season ticket holders in 1999 were males, 2 In 1998 the relationship of male to female supporters was 3 In 1998 and 1999 there were numbers of under 16s and over 65 season ticket holders. 4 From 1997 to 1999 the percentage of women season ticket holders 5. The number of male season ticket holders has _ every year. The number of women season ticket holders has __ every year. 7 The number of over 65 season ticket holders has, every year. 8 The number of under 16 season ticket holders has since 1997, 9 If this trend continues, in the year 2000 there may be almost an ‘number of male and female supporters. 10 Draw a graph to show hanging patterns in season ticket holders. 11 Prepare a series of bar charts to show the same information, 12 Which form of presentation, if any, do you consider is more effective in this case? Visual presentation qREFORMULATING AND SUMMARISING By the end ofthis section you should be able to: 1 1 complete look and write! production tasks involving fabelling & diagram, form at low chart : a mpl jotormutation tasks invoW¥iNo PANTY ¢ jucing oF selectively rewriting 3 passage ‘of English for a specifi “G_ use summarising skills effectively Reformulating an id summarising~ What is a summary? ‘To make a summary means to convey all or most of a section of text using a reduced number of words. We use summarising skills all the time in response to questions like ‘What did you do last night?” or ‘So how was your holiday?" This is usually done orally instead of in writing, ‘The written summary will not be new to you. [tis something most of us have done throughout our school days. However, it is very rare in business to be asked to do a straightforward continuous prose summary. Summaries in business may be written in the form of an advertisement of notice, an article for the staff newsletter, a handout for issue to trainees. These are all exercises in summarising, picking out relevant and important information and then presenting it in an appropriate manner. Is to this type of more realistic exercise which many examiners are now turning in order to provide realistic tasks which an employee may very well be asked to perform in the business world, This type of ‘business summary” will be discussed in more detail later. | | ‘When summarising or reformulating you may be expected to use your own words as far as possible, instead of quoting huge chunks of the original passage. ‘This exercise is designed to give you practice in choosing synonyms for words. Provide synonyms for each of the following words (remember that very often more than one word could be used): 1 huge I cerrain 2 afraid = —_______ 12 vital 3 regularly = 13 price 4 rein = —_______ 14. desire 5 impression —_________15._ apparent 6 accurate = —_________ 16 inquisition 7 honesty = —_________ 17 objective 8 specimen —________ 18 reluctant 9 common — 19 inadequate 10 immune = —______ 20 terminate 266 + Reformulating and summarising+ Reducing phrases “There are many expressions in the English language which are long-winded and rest be expressed ina simpler oF shoreer way Tis GT will help you be soar of such expressions and spot them, and others like them, when summarising, Reduce the expressions shown without changing the MeAniNBS Use the number ‘of words shown in brackets: 1. inthe near future (1) —_— 2. it appears that (1) 3. put up with (1) 4 the same amount of (3) ——— 5 in modern times (1) 6 asa result (1) —_— 7 because of this (1) _ § always bear in mind (1) - 9 alot of (1) 40 atall times (1) — 11. at the beginning of each day (2) — 12 owned by private individuals (2) —_— 13. equipment should be checked (2) 14 make a record of all appointments (3) — 15 on the day of the interview (3) ———— summarising means saying the same thing but ip not 60 swords. In these saarmces replace he section in italics by providing jst On word. | 4 One word for many } i 11 When the meeting is over, you must produce The accutrate transcript of the main discussions vabich took place and the decisions made. ——_———_ 2. She's not interested in work ~ only in tennis ‘swimming, hockey, golf ~ anything requiring physical activity. —_—_—— —Saowordformany + 267268 + 3. The next meeting of the Board is coming up soon, I must prepare the list of items to be discussed at the meeting 4 The person who greets visitors to an organisation ‘must portray a good impression. 5 When goods have been purchased, it is usual to send out an itemised statement informing the buyer of the quantity, description and price of the goods which were bought. 6 We must send out a doctement to all the customers on our mailing list. 7 This isa list ofall the duties which the employee may be required to perform. (2. words) 8 Some job advertisements require applicants to send a separate schedule showing their education, qualifications, employment history and other personal details when applyiug for jobs. (2 words) Retain or remove? ‘Summarising anything requires the ability to find and remove unimportant details or, more to the point, choose which details should be retained. A lot of information which can be removed from summarising exercises can be categorised, e.g. examples, definitions, additions and rephrasing, ‘Clues’ ate often given in such cases, as shown below. Categories 1 Examples 2 Definitions 3. Rephrasing 4 Additions Example: (the information to be Clues “For example...” cea OB “This is. ‘This means in other words “That is especially ? particularly removed has been underlined) Ichas been argued, (1) especially in recent years, that an examination summary is not a realistic exercise, (2) i.e. not the type of summary one is required 10 do in the business world. Reformulating and summarisingNamber 1; Why should ic be removed? (addition) What was the clue given? (especially) Number 2: Why should ire removed: (rephrasing) ‘What was the clue given? (ie.) “The sentences below all contain some information which should be removed Trams gurnmary ~ examples, definitions rephrasing °° ‘additions. Highlight the trotie which should be retained, and state the reason ‘why the rest should be erred, together wih the clue which was given 1 [An essential part of any documentary evidence, for example letters, ao ea eee ders is that i should have the names and the addresses of both parties to the correspondence. Reason? Clue? ee ae References often include departments and file numbers especially in correspondence with government departments. Reason? — Clue? — [Ail business doctments should be grammatically €9rrecb 1 they should pean no errors in grammar, spelling OF PUNENALION- Reason? ———_——_— Clue? Tris becoming popular for larger organisations rouse a owes style’ for aa eSprespondence. This means al typists and secretaries present cpesponcence inthe same, standardised formats: Reason? eee Busines livers shouldbe free of slang and other colloquialisms, Ke. expressions used only in conversation. Reason? Clue? Some circular letters are unsolicited. This means the FecP3eNS have no particular interest in the message _ Reason? _ Che Fe scimportant to tain grammatical precision when Wit 0-007 documents. In other words, all sentences in a series should consistently follow the same grammatical pattern. Reason? ee Cue?8 Many companies, particularly the larger ones, are turning more and more to computerisation of their clerical procedures. Reason? Clue? 9 Aquorum must usually be present at formal meetings, e.g. Annual General ‘Meetings, meetings of shareholders. Reason? Clue? 10 Certain items appear on the agenda of many regular meetings, e.g. any other business and date of next meeting. Reason? Clu + Removing reasons 1 Read the follovving passage and use it to complete the table below: i j | In the name of safety, gangways between desks should not be blocked j with boxes, files or wastebins as employees may trip over them causing | injury, Filing cabinet drawers shouldbe closed immediately after use: } the cabinet may become unbalanced and topple over. Torn or frayed | floorcovering could cause a person to fall, so it should be repaired or replaced. Office doors should be locked and windows secured at the end of the day. This will prevent burglars from breaking in. To avoid a fire hazard electrical appliances should be unplugged and switched off at the end of each day. | | SAFETY PRECAUTION REASON, 1 Do not block gangways between desks with boxes, files or wastebins. 2 3 4 5 (NB: Retain consistency of expression by using verbs at the start of each item in colmnn one.) 270 + Reformulating and summarising.ge and use it to complete the table below: ' 2. Read the following pas ‘When transcribing recorded dictation assess the size of each document before typing i so that the cortect sizeof paper can be chosen, T avoid peiking unnecessary errors and having to type the document 382) makin any coubtfal points in the dictation with she ditaror. eee cany doubt about spelling, look up unfamiliar words in & dictionary. Leters required urgently by the dictator should be typed and returned to { Haas fect, go that the document can be dealt with quickly. Letters canto’ | be signed with gremmatical errors, so make sure they are ‘grammatically perfect, To avoid having to insert the paper back ino che YPewie’ | petit rows altays proofread carefully before removing work from your typewriter. RULES FOR TRANSCRIBING REASON i 1 Assess the size of each document before syping it _ | 4 Counting the words summary assignments normally state the mumber of words ro Be used. This will ‘usually be expressed in one of two ways: 1. Use no more than 160 words Pe fi ease, do not exceed 160 words. 150-160 will normally be accepted, put anything less than 155 will be penalised. 2 Use approximately 160 words Here, 155-165 will not be penalised. ' What to count ‘When counting the number of words used, do nor cou the words 10 the I ending oF any nunnbers used in your display. Sub-headings, however should be included in your word count. Counting the words 271Will the examiner check? An examiner with many scripts to mark will know approximately how much space your summary should take up on your answer sheet. He/she will be able to see if yours looks too long or too short. If you indicate that you have used the precise number of words instructed (perhaps a white lie?) then the examiner may just spot that it looks too long or too short, and will double-check. If you do not indicate the number of words used, you will also be penalised. The best option isto try to stick within the word limit and always include it at the end in brackets. Aworked example of a short summary There are many ways in which summaries can be handled, and many different final versions which could all be quite satisiactory. However, it may be helpiui to take a look at the various stages involved in just one method of producing an effective summary. Step 1 Read through the text carefally. Step 2. Highlight important words and phrases, by using the method of circling shown here, by underlining, or by using 2 highlighter pen: (ie ER see, Tanagenenty other depactner jac) (outside tne COM , CeIER-ENE San anoint of Fespece) Tact,’ “ (pusomal | diplomacy. a plessant Sispseieion, friendliness Ghaives) ‘and helpfulness are sone of the(itValusbie) | (Giatities)e secretary needs when eating with | ‘people (Gutelde the organisation) When in Contact “IEW auch people, either by teleDhone | suikn an) grin person, the secretary, asa is expected to the seganisation she represents |r 212 Reformulating and summarisinga ‘Step 3 Having double checked that nothing in the original has been overlooked, produce a first draft. ‘Step 4 Noting that too many words have been used in the first draft, again highlight key words and phrases. Make notes about how it can be reduced still further, and where words can be altered. aplequavitiee #10 Sant thar she reriects & ngs) Rani) \ (29 words? i Lo 3 Step 5 Produce your first summary. _ | Jecrotarial vork involves mich communication “| fith people both internally and externally. Ye is, therefore, essential to acquire effective communication skills. inside the company, the secretary should treat Zll levels of staff with equal respect. When Gaaiing with people outside, many personal qualities are vital. A good impression of the Sompany mist always be reflected. (54 words) + Guidelines for writing summaries 1. Read the instructions carefully and determine what is required in your summary, Maybe only a certain theme from the passage needs to be picked ut, or perhaps it should all be summarised. Whatever, many students, produce very good summaries, but lose marks because they have not done ‘what the instructions requested. 2. Read the passage throuigh carefully ewice ~ the importance ofthis reading period cannot be over-emphasised. You really need to ‘think yourself into the theme’ of the passage and ensure a complete grasp of the topic before continuing 3 After checking the instructions again, go through the passage highlighting the information which should be included in your summary. Counting the words + 273 Roc4 Re-check what you have highlighted in case you have missed something or highlighted something incorrectly. 5 Make a rough draft from your highlighting, using your own words and avoiding the language of the original passage wherever possible. 6 Check your draft carefully against the original, making sure that you have not left out anything of importance, or added anything which is not relevant. 7 Write out the summary in its final form. Take every possible opportunity to rephrase in an attempt to cut down on the number of words used. 8 Count the words used, and if necessary make some more amendments to keep within the limit prescribed. 9 Read your summary through carefully to check for grammatical, punctuation or spelling errors. } Business summaries The summaries we have looked at so far have been ‘continuous prose’, ie. a straightforward paragraph or two. However, the recent trend is towards realistic summaries, summaries to suit a specific purpose. Virtually any type of || presentation could, therefore, be required. It is important that the instructions are studied carefully so that you pick out only the information required in your summary, and that you display it appropriately. { Here are some examples of different types of business summaries which you j could be asked to produce: Advertisement/notice Obviously an advertisement or notice should be presented suitably. Items should be centred to attract attention. Perhaps points can be listed, with sub- headings. Use capitals and underscoring to add to effect.Checklist Enumeration is required in any checklist Perhaps an introduction is necessary also. | Take care with consistency of expression, so that all points on the checklist follow the rule of grammatical parallelism. (A tuseful word-saving ploy here is ro use verbs at the start of each point.) Handout/information sheet ub-headings may be appropriate, as well [| ds numbered points. Again, take care with ‘consistency of expressionNotes for a speech For reference when making a speech, again enumeration would probably be easier to follow; perhaps also with subheadings for different aspects of the main theme. | " i NB: There can be no hard and fast rule to say ‘Oh it’s a handout - I must do it like this’, or whatever. The instructions will tell you for what purpose your summary is to be used. After reading the passage carefully, and double-checking the instructions, careful thought should be given to using the most suitable format.) Covering memo ‘When instructed to compose a business summary of the type discussed, it may be relevant for a covering memo to be written to the person who requested it. Your memo should be short and state the source of the material which has been used. Example: "+77 SAPETY IN THE OFFICE 4 requested, T have nade a sumary of the article viach eppeared fn che May edition of "Businoos Digest’ for Sta incluaton in the 1 hope you find thie aatiefactory. Poei Aworked example of a business summary [As with any assignment, it mus be remembered that no two people wl produce identical summaries, yet many could be suitable fr the purrs pretnded. However, this worked example of a business summary is 810 £0 sTlacave the principles and procedures involved in effecive summarising Step 1 Read the instructions carefully, marking the important points your own H2opie have about it from ehis) rowan Use approximately 120 words for your summary. Step 2 Mee sera suitable format. Your summary is to be used by your employer eooeisce when giving a talk about ‘Running Your Own Business. Your ployer stresses she want a list of the “matin poims! as wel aS aaenryeeptiony, These bvo terms give you a clue as to subheadings which saa be aed Aso important hete isthe word ‘is’ ~ obviously your employe soa oe cto read from a scrip, s0 continuous prose will not be suitable A does tbe easy to refer to, and your employer will beable ro expand on each point, thus making her talk sound very natural. id Step 3 : r Read the passage carefully several times, highlighting the important points. | [ There are ~ | I iter own oot geapie iike el ° | | of, there being! 3 tues aera | SAB rae! sea sy nnn Std Pn ge | Others are attracted by the ‘thought of Geners are, aceracted by he iaye, of WED | E-employed,) dat» seni tine ws seni eee _ 1@ perbaps also eral feeling 0: ‘and that | @ I | {income ~_and_pezt jen Your way off | dp fe ing ‘sone aze, | ay gebeneted. £2 {dea of starting a{smaly) | Gardener tends his pict an Giynes cone to maturity, each in turn Breating further growth. Business summaries. 2772 + our_own boss, say sone people, Many others vant to set up a little business of their ovn ‘ana @) (earning extra money from as _a pleasant way OfTe: These are just a few of the reasons comonly aiven, "Sone have goo sense benind thems )pycfig! Sthers are based on completely false ideas.) benefits Most contain sone elonont of txuth which gate Ragnified out of all proportion and seited eo pen without © peng borne in'nind that’) there are other points to consider as well, As vith,so mich else in life; running an icon ons ror anyone thinking iS even practicable for him to be his own boss. An important reason why there ic such glanour about being in charge of your own business is that when you _are(working For_someone else;) many of the(petty irritations of Tife) as well as theGhorejoF often having to Get down to work that you do not feel like doing at ‘time 3 ‘There isa feeling F only you were your own i Boss) life would” 2 and The EIEN oe egy misleading) Many of Ett arcqeee Ona tent S ECGS REE tsteePioyes!” telng Rmeersupted shen you Rave'st ast, Tesersea{eq(oi) fourssll in Sone Sisageseatie tasks missing SierBts vhda'gos areDerahaneye fearing tited or tn other enya ate Vealiy op serra nate ae ae eaates, TART YES? sg See aan ore oe ae fact, choy coed teneppET eee Sere bilan) oils at the’ teae timer ee ‘There are very( Jeo running your | (zea1-arawbacks) | gem business, hough for the @ight kind of) | Tnmeavurable bone?ite-atso; | Reformulating and summarising Risconceptins’Step 4 ee ace a rough draft or notes from the original, referring ro the instructions again to ensure you are picking out what is required Step 5 Ge ihrough your draftinotes and make marginal notes regarding co avon Yoynonyms/tephrasing. Remember chat your summary should be “expressed in your own words wherever possible benefits) | — ve yovona to give you instructions Gnswe, to w/out) | = choose own hours/working arrangements hte? nmr meni | crete cement FR uit | = satisfaction fron seeing enterneife | = Self-employed status lad On | sme , \ | = ess anterestifG work’~ other people [Deagetin’ | sees ane raterigule woFk ween! | | See oo een Se Boney 00 | NISCONCEPETONS a | reconsider ah cntaiie ~ cnedSeial S58 teens ‘Being the boss scems glamourous: | | etna, ive beste te better if no mund Phat ie woung yongers Like enployees = i wrong! TC nnoypnces ryzleat ig Ho, ohan ou age bere ~ nore | Tepteattonf tee°aore upsetting Lat Wt freeing? CONCLUSION pesenyencet disagree consider dranpacks carofelly, (tetas?) | "eight for you ~ immeasurable benefits. | Waaseess| nas fo Siep 6 Preeduce yout final summary by linking up the notes into full sentences Count The words If necessary, make further amendments. Make sure your summit , ae eoreothly and is correct in spelling and punctuatica. Finally ask yourself le if your summary isa satisfactory condensed version of the original, and also if iE your summary could be used for the purpose mentioned in the instructions. Business summaries + 29280 + Step 7 Don't forget to produce a brief covering memo for summaries of this nature. t Date 12 duly 19-~ | RUNNING YOUR OWN BUSINESS Ihave summarised the leaflet you gave to me, listing the main points about being your on boss, together with misconceptions. ‘This 18 attached. x hope this helps you in giving your talk next i week. Shr Bne MEMORANDUM Mrs Eileen Starr, Managing Director From Sharon Tan | Ref GS/sT Li [RUNNING YOUR OWN BUSINESS BENEFITS 1 You have no-one to answer to, and have self-employed, maybe director, standing. 2 You make your ovn choices, including working hours. 3 You are self-reliant, accountable for your ovn income. 4 You obtain pleasure from seeing your company grow. Delegation is possible - of the simple and the laborious jobs. It can £111 your spare time and create income from work you enjoy. Reformulating and summarisingMISCONCEPTIONS 1 some do not consider the drawbacks - 4 Vital preliminary step- 2 some feel 1i€e would improve without Some SGravations often encountered as an ‘employee. However, most of such aggravations occur Howeyployers as well as employees, but ‘oeh"hore disagreeable consequences. CONCLUSION consider the disadvantages carefully. $e'fe is for you, the rewards are Vinitiess. (115 words) + Assignments | 1 You work for Collectibles ple. Mrs Janet Broadbent, Personne! Manatee has ye ote ened about staff training and has asked you to complete tis table clap the notes below. Include any courses to be attended in the next few reeks, but indicate this. Mrs Broadbent has made some notes. (LCCIEB EFB1 style) Raagor and Golea bath gatng to Wealth & Training wert inonth, when Susan will be attending the futograpel season. Loren ts attending a course on Doll's History right waar STAFF TRAINING. __ { sratt Koowledge of Contents| ‘Management | Sampo [Dolls [Awvographs [Ascions [Heath | Finance _ and Safery _| [Mis B | john - | (suum | _| [ Roser Ken2. As part of a college project, you have just interviewed Harold Weston, Course Director of Aurora Management Consultancy Group. The following isa verbatim record of the information he gave you in answer to your questions. Use the information to complete the diagram. 9 have overall reapnusibility for all the courses offered. by the Aurora Management Consultancy Group. My three assistants are very valuable though ~ James Lee rans the parttime courses, Keith Chan is responsible for intensive courses and Rita Weng deals with dercompany training, Vhe scerctariat work ts dealt with by Wendy Roberts ~ she reports te the Administration Youg Wat Kee. Wat Kee alsa eaperoises the Secunity Chids, Graham Tou. Vhe Chiel Executive of the Grasp ts Dx Dean Franks ~ he's quite a tough cookie, but 7 guess he bas to be. His PA ts Prema Usewanath and. she seems to be able to bandte tim OR. 7 cucggest yas shout tall t0 Gasresh Karuppiat about martietiag mati. He's tu of that area. Tndividuat arcas are tabew care of by Frank Dupont (Westera Ecrope). Yim Smith (UK and Southern Europe) aud there's alse our new man Deante MaLkellan tx charge of Scotland and Northern Teland. Legal matters ~ you shoud. tall ts Sham Wassan ~ she's the Company Secretary 10 she's expert in ale things legal. Chet Executive Dr company Secretary Marketing Mr Me. — Course Director Me. 1 1 Wester Europe UK and (parttime) {in-company)| Souther Europe 282 (ecretariay Reformulating and summarisingSree ong Kong, telephone 45223456. The Marketing Director, Ong ee Huat, is going to Singapore on Wednesday 22 June, Study this nore | 3 You work in the Travel Section at Minton Engineering Group, 46 Tower { from him and complete the hotel booking form. } hanks Jor booking my flight to Stugapore. Please book we te at ; We Gickiion Tuaees = 1te check ta a2 saan a8 9 amie (early) \ rather thaw go straight to oun regional offiet. 7 atay in the hate ancl Sunday moray ~ ony tents ell cles POL Gt stay at thetn home until 9 fly back here the fatlowing “ta eho hotel TUL need epace to work and entertain so please Grok ae executive cute with sitting "om (LCCIEB EFB1 style) HOTEL BOOKING FORM. Please complete in block capitals — [Gy | Hotel ____ ' | Guest | — ___ ‘Mr/Mrs/Miss/Other | | i “Telephone Arrival ‘AM/PM ‘No of nights “} Room “| [ Rate [Date England. On 29 May you answer a telephone call from Mr James Milton. Bulow are your notes of the telephone call. Use these nores to complete the standard complaint form. | 4 You work for Aurora Golf Clubs, a company which owns 5 golf clubs in 1 j Aacted Player Gall, Club yesterday at 9.00 aie with 4 basiacss colleagues. ms Diffieute te fad: extrance as ua sige om the mate "aad, Many stay rede and. anlelffids - ‘Assignments + 283Whole place untidy, euen the greens. Tua trees had fallen ou the Gatrcoays ~ wo attempt was made to remoue them. Wired. a set of clubs ~ 2 had. damaged handles. ‘elped by very etl yk ow Reception bie watt he te shast the eoocter! Restaurant cold and food wnappetising, Unlikely te vistt agate. Cotteagucs faund the ca expensive and poor quality. We Milton's tet ua: 0181 B30 2349 (LCCIEB EFB1 style) Club visited .... 1. General comments Reception area .. Reception staff 2 Equipment Equipment hired Condition .. 3. Course ‘Comments on Fairways ‘Comments on Greens 4, Restaurant Food Staff Any other comments .. Date seen AURORA GOLF CLUBS COMPLAINT FORM ‘Name of person recording complaint Tel No Time 284 Reiormulating and summarising i5 You are secretary 0 the Principal ofa secretarial college and the Principal pec the following article contains useful points for students who will be Travan shorty in preparing them for job interviews, Make 9 suitable aeasvrtay for the Principal 1 issue to teachers for cher £0 Use 8 class Giseussion. Use no more than 70 words. Interviews ~ experiences which some people love, and some hate. Whichever catagory you belong £0 afew tips should be borne in mind to censure interview success. Tn nearly all meetings, the first impression is that which makes the arrongest impact of new acquaintances, be they colleagies friends or senses oclates. I that goes wrong, it may be impossible ro conse Quustraries are often seen as status symbols, so an employer ‘would prefer set and presentable person to fulfil this role. Nor many employers a st be ampressed by @ provocative evening-sype dress and hair tossed vechatively, and it certainly would not be everyday office attire, so plan jour wardrobe carefull, Personal freshness 389 important, particularly yO mare stress, You must consider the effect you may have On the sound you. if you have ever stood next r0 someone On 3 bus repre personal -aura’ makes you rush to get off before Your Sth then You kaow what I mean. Give your teeth a good going Ove! ro make vnc they sparkle and that your breath smells fresh, Long tapers nails sins woeldn’t be able to whizz across a keyboard if you are asked to do a ‘pping test, so give yourself a good manicure and ensure YOUr nails are attractive. “The evening before the interview, get all your clothes ready s» 280 avoid a panic and not being able to decide what co wea ‘Make sure your rok ean and shining roo. A rumbling camoy isa sure sign of nerves, ao embarrassment by having a hearty breakfast. Nerves ca often * she your mose run 09, for no apparent Eason, 80 Be sure £0 make Y¢fiyo are wearing tights, make sure you carry a spare air 18 SS you damage them on the way tothe interview. Before you walk ino the interview room, take a few deep breaths to alin your nerves ~ always a useful calming technique. ‘And when you canta, smile! Don’t ge carried away so that your sil looks forced, Piar be gs natural as you can. Be friendly in che interview itself, and it will es tenay for the interviewer to conduct the interview. Heveve! are jou fel sit in as celaxed a manner a8 you can, and don't keep reer hing nervously, with your fingers, with the strap of Your handbag, With your skirt hem, or whatever. Look ar the interviewee directly and “Junte avoid eye contactor it will nor give a good impression, When etn anna | 1 i ont ting questions, avoid using “yes or “no! ~ they tell an intern i aaereely nothing and resolt ina very dull interview. Thy co answer 28 | fully as possible, without going off the mark. at Remember that the aim of an interview is to allow the interviewer(s) and the interviewee to get co know each other in a short space of-time in ——Rssignments +288order to decide quickly if it would be possible to work together. it is not intended to be like entering the torture chamber. Relax — and try to enjoy it! 6 All the secretarics in your organisation use audio transcription, as the employers prefer not to use shorthand dictation. in informal talks with many secretaries personally, you know there is a considerable amount of frustration because of poor audio dictation technique by their employers. You recently came across the following article in a secretarial magazine, and feel it includes helpful advice for employers on effective audio dictation techniques. You decide to summarise it as a checklist for employers to follow when dictating, and to send it to the editor of the staff magazine asking him to consider it for inclusion in the next issue. (Use approximately 100 words.) Using dictation machines saves considerable time, as the secretary does not iced to be present, thus it leaves the secretary free to deal with her other responsibilities while the boss dictates his correspondence. But how many secretaries out there continually bang your head against the office wall in frustration because the boss has coughed loudly in your ear? Does your boss mumble, talk too loudly occasionally and then almost whisper? How ‘many times have you rewound and listened to an unfamiliar word 20 times and just wished the boss had the sense to spell it out? ‘Well maybe your boss is an admirable Accountant or a marvellous MD, but ‘300d dictation technique requires considerable practice. I hope this advice will be helpful - perhaps you can casually put it on your boss's desk with his coffee in the morning, but don’t admit where it came from of course! Before starting dictation, itis essential to be organised. All the necessary papers should be to hand. Otherwise you'll gt frustrated and start scrambling about in the midst of dictation and it will be especially infuriating for your secretary if you forget to switch off the mike during this process! Interruptions will affect your train of thought during the dictation so try to time your recording when you know you have some time free and do ie in a room which is free from noise Once these preparations have been made, you're off. Before starting dictation on each piece of correspondence, do state the exact nature of the document, e.g, ‘short leter’,‘iong report’, etc. Also give an indication of the number of copies which will be required. This type of information is invaluable to your secretary as to the correspondence to be transcribed. AAs for the dictation — the microphone is not a lollipop, so don’t try to eat it! Hold it two or three inches away from your mouth. If you hold it too close, your speech will be blurred; too far away azsl you won't be heard at all. Don’t mumble into the mike, but try to ensure your speech is clear. And please don’t go like a bull ata gate ~a secretary will not thank you if you dictate at 50 miles an hour! 286 + Reformulaiing and summarising | | { i| i i { 7 After reading t ‘When you have dictated the first sentence or so listen t0 i A by playing back the recording, so that you ca make any necessary esinents~ the sound may’ be too high oF t00 1O¥ 50 it’s much better as ry at this point than deafen your seeretary later! If he volume’s OK, then go ahead. We all need r0 past for thought now vind again, so when you find it necessary to do So, OF ‘when the phone Tings, member to wit of the mike, Your secre doesn’t want £0 Taree to a few minutes of nothing, oF fo a conversation with your wife about what's for dinner! Wherever you can, ty to include a mention of new paragraphs, and give Were Jerions to your secretary regarding headings and any m5 which need to be numbered. Your secretary will also need to clarify things with you Ve few minutes vo serra spell out personal names, place names, foreign mare Snything which she may be unfamiliar with ‘Numbers too ~ prices, sums ‘of money, percentages; eC: “When you've successfully reached the end of a documnen™ mark the Jength of the docuinent on ee index sip = the will be a valuzble tererence rool for your secretary on the size of paper USS for the correspondence. Finally make sure you keep any letters, memos, FEPOT files and other alovant documents connected with the dictaion 1 ¢ special pile, and pase all this to your secretary with the recon ng In this way all the Pas a lon she needs wil be just where she ean find i and she won't need to bother you with queries Ifyou follow the above advice, it should save your necro much ea tcym and a happier secretary makes you life easier 10% doesn’t it? Happy Dictating! following assignment carefully study the answer BEN cues what is wrong with it, and rewrite the answer more appropriately. You have been asked to give a talk at a seeretaial sentinel Of the roe ay duties in conection with meetings and se XE of your speech is printed below. You have also been asked for a one-page seinmary of your specch for inclusion in the serine booklet which take down the rae Eqsate that you have your own and your boss diaries saint to check details of appointments when future dates have to te imanged during the meeting. Finally place a “meet in progress notice on the door. This will ensure no oft walks in and Ffoarbs the progress of the meeting. I will nos mention anything pee Minutes here because my colleague will be discussing that seath you in detail later in the programme ‘Arranging meetings can bea bit of headache colin all the reports and material for the meeting, making Sore all the oer entation i issued atthe appropriate dime, and al the various serer matters which we have to attend to. Buti you think them through logically, step-by-step, and use the ‘summarised checklist aanack have included in the seminar booklet, you can ensure that nothing is overlooked. soshether you ar organising your fist meeting oF Your fier | wish you success. —Fesignments + 269COMPREHENSION By the end ofthis section you should be able to: “Comprehension + atNo communication in our business or private life can take place successfully without comprehending. Any assignment we undertake in any aspect of our studies is an assignment in comprehension. Most examiners and assessors would ‘comment that many questions are badly answered because candidates do nor answer the question which has been set ~ they do not fully understand what is required before answering the question. Comprehension is tested every time we read or write. Most errors in previous units of this book will have resulted from not having read a question properly, and fully understood it, before attempting an answer. The importance of careful and thorough reading cannot, therefore, be overstressed. It is most unlikely that you have not studied comprehension exercises before now. We all know what comprehension exercises require ~ a passage has to be read and then questions based on the passage must be answered. ‘The importance of using a dictionary has to be emphasised. Occasions will aise ‘when you are not familiar with a word used in a passage. Always look up ‘unfamiliar words immediately, and relate the dictionary meaning to the contextual use of the word. In view of the importance of vocabulary work, preliminary exercises are provided in this unit on the meanings of words in context, followed by a look at the types of question asked, how to word and display your answers and how marks are allocated. + Using a dictionary Comprehension is all about understanding, That is why use of a dictionary is so important, to ensure understanding. Use a dictionary if necessary to fill in the blanks in the words below. You should choose a word which could be used to replace the phrases in italics. 1. My boss is always finding fault with anything and everything in my work (tis) ince the company recruited a new Accountant, the accounting and book- keeping records seem to have gone from bad to worse. cm a 3. understand Personnel haven't decided on a replacement for the MD’s Secretary, but Laura and Jackie are it the running. (_t__4__s) 4) Lfele like a fish out of water on my first day at work. I knew no-one at all. (m____t) 5. If Twork hard a all these exercises, I'm sure I'l make the grade 4d) 292 + Comprehension} 6 You must bring home to Lesley thar she cannot leave it until the last week of term before she starts work on her integrated project. (__v___e) 7 You must be honest with yourself and others ~ don’t try to gloss over the ruth, « » 4 Suela i always assuming superior air, but she's really no beter than the rest of us. (p_tt_n____8) 9 John has been the main persor behind the formation of the new company. (m____-m__d) 10. When my cae’s engine is cold it goes in fits ad starts until ic warms uP- Gk) + Grammatical precision ‘When choosing the meaning of a word mentioned in a passage, care must Be aaa orto alter che meaning or change the Lense. You must make sure Your aerer fits exactly in the passage in place of the stared words or phrases Example: He intentionally lef the fire door open. Incorrect: on purpose/deliberate Correct: deliberately Ineach sentence below, one word i italicised. From the choices piven» choose ‘one word which could replace it. 1 This electronic sypewitris going to be superseded by a new model. a) replace 'b) replaced) replacing —_d) replaces 2 Do you remember the haleyor days we spent shiling away the hours on Rawo, our paradise island off the east coast of Malaysia? D trangul-b) tranquility ¢) tranquiliser 4) tranquilising 3. My boss is always making insinuations about a pay inerease but Te still not had confirmation. a) hint by hints ) hinted 4) hinting 4 Uf my son is contumacious, [always send him se bed without supe ty hcobey b) disobeyed) disobedient d) obedient 5 Don’t forget to have your work perm abrogated before you fly home a) cancel ) cancels ‘®) cancelled) cancelling 6 fes.a woman's prerogative to arrive a few minutes late for 2 dare, a) privilege) privileged —¢)_ privacy 4d) private ———~Grammatical precision + 2887 Linda is a peripatetic author ~ she has been all over the world while writing her first novel. a) travel b) travelled) travelling d) traveller 8 A secretary has to perform quite a lot of esoteric duties in her job. a) specialise —b) specialise ¢) specialised) special 9 Inced a corroborator to back me up or I'll be in big trouble, even though it’s not my fault a) support _b) supporter) supporting _d) supported 10. My boss is always very irascible over the tiniest mistake in my work. a) irritate b) irritable = c) irritant 4) irritability + Contextual clues Very often the meani a) choose one word from the choices given to replace the nonsense word which is in italics. b) unjumble the word in italics to make a synonym for the word you chose to replace it. Example: Uhave to act as the idyaremrinet between my boss and his callers. Answer: go-between Synonym: intermediary 1 Don't be a victim of crotinarspation - you should not put off until | tomorrow what you could do today. j a) dilettante ) dilapidation ©) dilatoriness 2. Suzanne has those nitane qualities which make her perfect for the job a) inert b) inhuman ©) inborn 3° A letter which is written in a genniscodencd tone will not give the recipient j avery good impression. i a) courteous b)_ patronising ©) polite 4 Ifany of the company’s rules are Jovetiad you will receive a verbal warning in the first place. a) disobeyed b) followed ©) obeyed 5 Since the new Chairman was appointed, che company has grown substantially and become very orpserpnso. a). unsuccessful )_ successful ©) profit-sharing, 6 Drinking to» much coffee at night causes mosaintin, a) caffeine ) sleeplessness ©) tiresome i 204 + Comprehension+ Types of answer ‘owt compichension questions as fora certain syPe oF NSS ‘Who? (a person) ‘When? (atime) Where? (a place) ‘Why? (@ reason) How? (a method) ‘What? (a thinglidea) ereeeet Example: — Question: In what year did Henry Ford produce his first motor car? Question type: When? ‘Answer requited: A time Tan the following questions, what type of estion is asked, and what type of answer is required? 1 Which sister wrote che book Wuthering Heights? 4 The disciplinary mater is held in yebacear forthe Manager to make @ decision when he returns tomorrow. 3) awaiting 'b)_ suspension c) suspense Ifyou want co change your lunch hous, you muss obtain the conitans of your manager firs. 2) appendix b) deprecation ©) approval 9 The new secretary shows a lor of togismannia towards me, but | don’t now what I've done to upset her. a) resentment ) friendship 6) contentment 10. When the fire bell rings, employees mst leave the building and report to their gestideand safety officer. a) nomination b) nominated ©) nominal i Question types —————— ‘Answer required: ———————- 2. Give one reason forthe drop in prices of computers. Question types ————— ‘Answer required: ———————— Types of answer 295,re 3. What did Lisa’s boss find was the most convenient time for dictation? Question type: Answer required: ‘What are the peak advertising hours on television? Question type: Answer required: Mention one item of equipment which could help Janice with her tasks, Question type: Answer required: In what way do Pam’s methods differ from those of the other secretaries? Question typ Answer required: Suggest one reason why some people collect stamps. Question type: Answer required: + Giving opinions Some comprehension questions require the candidate to state someone's ‘opinion. It could be one of three people whose opinion is required: 1 The author’s 2 The candidate's (based on the passage) 3. Someone else’s (someone else mentioned in the passage) Ifno one else is mentioned, you should give the author’s opinion. Example: Question: How will the new technology affect the secretaries Answer: Give the author’s opinion, as in the passage, regardless of how much you know about the subject. Decide whose opinions are required in the following questions: 1 Do you agree with the author that shorthand will never be completely redundanv? ‘Whose opinion? State two advantages of facsimile transmission mentioned. Whose opinion? 296 + — Comprehension3) Mention swo of the factors upon which the choice of method of ‘communicasion is dependent ‘Whose opinion? “4 Why is Great Britain thought tobe the ideal market for the products mentioned? ‘Whose opinion? ——_—————— |§ Mention three ways in which the secretary the passage considers vocation technolony has changed her role “Whose opinion? ———————— 4 Wording and displaying answers ‘An examiner often has hundreds of scripts mark, A litde extra thought in presenting your answers neatly will Put Fhim/her in a much better mood than Prit.a paper which Hooks messy and has arrows everywhere. ‘As with other aspects of your communication comes presentation ot Ae Mrehension answers s very important, Bear it ‘mind the following guidelines: 1 Do not waste time writing out the questions 0” Yt answer sheets. The pe reer is well aware what questions have been 2 Unless the instructions state otherwisey answers should be expressed in ‘complete sentences, not in note form. 5, Sour answers must be grammatically comers and suitably punctuated. 4 Ibis worthwhile following the pateern Suggested by the wording of the question. ‘study the following examples: 1. Why are bank notes advantageous Over coins? Pearkesrotes are advantageous over coins BECAUSE «+= 2. Why did the workers go on strike? “The workers went on strike because -- 3, What impression does the writer give You of. “The impression the writer gives me iS --- 4 Which fact best illustrates the ‘The fact which best illustrares the 5 Mention two ways in which Two ways in which ... are: a) »)6 Why did the writer think ...? The writer thought ... because 7 How was... understood in the past? In the past... was understood as ... 8 Name four qualities essential for .. Four qualities essential for ... are: 9 Which sentence in the passage shows most clearly the The sentence which shows most clearly the .. 10. Inyour own words, what do you think is meant by the expression *.. I think this expression means .. + Marks awarded for comprehension questions ‘One way of judging whether a lot or a little is required of any question is to refer to the number of marks awarded. Some students write half a page in answer to a 2-mark question, and two lines in answer to an 8-mark question. Obviously that cannot be right! carefully the number of marks allocated to each question and bear this in mind i Comprehension questions need careful consideration. You should check when looking for and writing out your answers. Very often questions ask for reasons, advantages, arguments, effects. Remember in such cases that the number of marks allocated will be divided equally between the number of reasons, advantages, etc., which you give. For example, a 6-mark question may mean there are three reasons, with 2 marks for each. An 8-mark question may mean there are four advantages, with 2 marks for each, and so on. ‘There can be no hard and fast rules. All I say is be aware that examiners do not usually award marks ad hoc. There is generally a strict marking scheme #0 which they work. Wording your answer in close relationship with the marks available should be remembered at all times. 1 Remember, toc, that marks are probably awarded for neatness and i presentation. 298 + — Comprehension+ Guidelines for comprehension 1 The importance of carefal and thorough reading net be over-emphasised: Te mre carefully and read the passage through one. ‘Then read Gough the questions. On your second! reading lof the passage, it should be posible to identify areas ro which certain questions refer. 2 Make a note in the margin of the passage 5 a cross-reference to the question Maper concerned. In some comprehension Parte ‘questions are posed 50 sar yank logically through the text, but this snot ‘always the case. 5 Answer the questions one by one, tackling them 8 the order in which they are printed if possible. 44 Use your own words rather than those used in the passage wherever possible. 5 Take particular nore of the number of mats allocated to each question. This gives you an idea of how much is Teqqited in your answer, and how much detail is necessary. 6 Base the wording of your answer on the word g of the question. This also helps to reinforce in your mind the question which is asked. 7 When you are required to give definitions of words or phrases, be sure your Wn ce same part of speech If nowt is Hes PE answer should Pannet i, ete, Be careful when consulting a ona ‘pecause often more bea mone mcaning is provided —be careful to chowse the right meaning which tha dae meaning of the word in the passage, Do Wt copy dictionary Tafinitions out ‘wholesale’ — use your initiative fo rephrase accordingly. Your handwriting shoukd be legible and your exPrems as correct a8 possible Present your answers neatly ‘wath question numbers clearly shown- Riarks can be lost because of poor presentation ‘and untidy work. + Assignments \ ! 1. Read the following passage carefully. LUXOR HOTELS AND CONFERENCE FACILITIES Our company name stems from the day when the founder, George Meredith, was staying in Luxor and plansing = conference to be held in Singapore. He decided to set up his own Bsns and began with one aaeen 1989. Today there are Luxor hotels in mer than 100 countries ont the workd. The biggest, with 600 rooms, Chicago and the arvaltest, with 100 rooms, in Perth, Western ‘Australia. There are no Assignmentshorels with fewer than 100 rooms. All Luxor hotels in the USA have at least 250 rooms whereas European hotels prefer smaller units. Over 6696 of Asian hotels have more than 300 rooms. Quality is emphasised at all Luxor hotels. They are all decorated annually, all fittings are regularly checked and any worn furniture is immediately replaced. In 1992 alone, 5000 litres of paint were used in Singapore and about 50% of the carpets were replaced in our hotels in China. During 1994, 1000 beds were replaced in Cape Town by new ones imported from Canada. In 1996 every conference centre in Asia replaced its video facilites with the newest German equipment. By 2001, half the video facilities in all European hotels will have been updated, Staff training is paramount at Luxor hotels. The largest hotels have a training manager and smaller ones are grouped together for training. All staff from senior managers to bar staff and reception staff attend training sessions annually. The quality of their work is assessed at monthly meetings with their line managers. From the very beginning, Luxor’s conference trade has developed at great pace. In 1990 chere were three conferences with just 200 delegates, but by 1995 there was at least one conference every week of the year and almost 10,000 people attended. Subjects ranged from international trade to private meetings of national sports bodies. One of the strangest topics for a conference was plankton farming, This was attended by 700 delegates from around the world ~ half the number who were at the Chicago conference on whales in Lake Michigan in 1994, Luxor Hotels and Conferences continues to grow and we look forward to the future with confidence and anticipation. Indicate whether these statements are true or false. Quote a few words from the text to support your answers. a) There are 100 Luxor hotels. True/False b) All meetings held at Luxor hotels are concerned with business ‘Truc/False ©) In 1995 50 conferences took place. ‘True/False 4) Every Luxor hotel has a training manager. ‘True/False ©) 40% of Asian hotels have 250 rooms. ‘True!False 1) George Meredith attended a conference in Luxor. ‘True/False 8) 700 delegates visited a place called Whales in Lake Michigan. ‘Truc/False hh) Half the carpets in China’s hotels are new. True/False Comprehension3) All Luxor hotels have at least 100 rooms ‘TruelPalse j) Seventy percent of the video equipment in European hotels will be changed in 2001. TruelFalse 2 Read this passage and then answer the questions which follow. Use your own words as far as possible. ‘To please his son, John Wilson recreated the wood and pea netting goal 12 Raa fist made asa boy. He then saw che hue ‘potential for a portable goal that could be packed away in a bas ‘and used anywhere ~ beach, lawn or field. Funding came from remortgaging his home it Sheffield and from a government grant, Using John's patented ‘design, a local plastics company span produced goals that were strong, €3s) To ‘assemble, safe, virtually vnamoesble to knock over and yet light enous for children to carry and imposstrsA Goa? (inter Trading Spores Associates) was 00% in business. “The first half: John’s initia plan co sel the goals sports shops was Te Fi hen cetailers told him there was no market for a product Costing £125 when cheaper, albeit inferior portable goals already sisted. John turned to the Football Association ‘who agreed to test the product liked it anc. gave i official approval. Luck then took 2 hand. Pad was talking to Coca-Cola about a Youth, Development project for mall team games for which John’s product was ideal. John calls the eealting deal a win win win situation. scoca-Cola buys regulary from me in bulk 388 discounted price. | setae goals — Coca-Cola “Big Red Bag” ‘branded to schools and Te ltecubs. [target chrough leaflets and other fiteratare and tome of mouth. Customers benefit from the discounted price. 1 sor the money from the sales to Coca-Cola who also get the jprand name displayed nationwide.” “The second half: John generously stresses the role that Midland has played in helping him over the years. John elt he lacked sound financial ivice. The Midland Branch Manager for "Rotherham met that need. ccna seis sie mani “He restructured the whole financial sie of the Compan and helped me with planning. Funding the business through my pegage wasn’t sensible. Taking a business loan ‘with the house as ceeurity was far more tax efficient.” whe Bank Manager also introduced me to 2 good sekoint For rane awa the major culcual change, fealisng +t St accountant me n't jut be someone who comes in and {085 9P the figures at The end of the year. Now we monitor the sieuation constantly and cean plan accordingly” AssignmentsToday, with a £1/2 million turnover and growing and all John’s loans cleared, ITSA Goal’s own factory produces goals and other soccer related equipment for schools, clubs and individuals throughout the UK. and Europe. No question about it, John has scored with this cracking idea. Reproduced courtesy of john Wilson, ITSA Goal and Midland Bank ple ) How did John Wilson please his son? (2) b) Explain ‘the huge potential for a portable goal’. (2) ©) Explain ‘John’s initial plan to sell the goals via sports shops was dashed.’ (2) d) Why was John’s plan ‘dashed’? (2) ©) How did John finance this project initially? (2) f) How did the Bank Manager help John? (4) 18) What happened when John took on a good accountant? (6) hh) What does Coca-Cola gain from the business? (4) i) What does John mean by a ‘win win win’ situation? (2) i) Txplain the following phrases used in the passage: i} cheaper, albeit inferior (2) ii) other soccer related equipment (2) ‘Total: 30 marks 3. Read the following passage, then answe> the question which follow. AROMATHERAPY Aromatherapy involves the use of essential oils from plants. These oils are very potent and to understand their benefits you need to know what they are, and how they work in aromatherapy. An essential oil is a delicate fluid which forms the fragrance of a plant or flower. It can be stored in the stem, leaves, roots or bark, depending on the plant. Although called oil, it doesn’t actually resemble one in texture, but is a highly scented and extremely potent liquid. ‘The powerful aroma of essential oils can affect the way we feel. Experts say the reason for this is that their aroma is ‘transported’ from nerve cells 1 in the nose to the part of the brain which is concerned with emotion. { Therefore, different oils are often used to help relieve anxiety and stress, and to alleviate depression. ' It has been proved that essential oils have a great ability to penetrate the skin. Once absorbed into the blood stream, different ones seem to have an ‘affinity’ with different organs in the body. Essential oils are regenerative as well ay antiseptic, and therefore help the skin to heal faster. Lavender, for instance, is excelient for treating acne, boils, burns and eczema, whereas tea tree oil is good for spots, pimples and insect bites. i i 302+ ~— Comprehension‘You need to smell pure unciluted essential oils to appre their potency and they should never be used neat Fi ‘alyptus and peppermint, Hore pce, can irritate the skin if applied undilared- “Essential oils are beneficial in various ways, 0 #18 important to choose the right onc. (Exiract from Prima magazine, London) a) Explain the meanings of the following words, as used in the passage: i) potent ii) aroma ii) alleviate iv) neat by) Where do the oils used in aromatherapy come from? 3) How does the aroma of these ols affect us 9} Whar would happen if evcalyptus was applied r0 the skin neat? 6) With witich oil should insect bites be treated? 4 ACUPUNCTURE ‘Acupuncture ~needle-therapy ~ hails from China According t0 caprpnal Chinese medicine, good health depends 0% the body's ability to maintain a state of inner balance. In acupuncture the needles are used to restore balance and so cure illness. Bodily harmony, ot health, i said to be the result of a balancing act Pesrcen two opposing forces known as Yin and Yang. Yin represents soft, Feminine qualities. Yang hard, masculine qualities: Good health also relies on the smooth flow of the bedy’s life-force oF cot eigy known as Chi Emotional upsets poor dict overwork and aaa eer iatard the even flow of Chi and lead to nee The vital Chi re along, network of invisible channels called Meridians. “Treatment involves stimulating various defined poin's along the Tieattans by planting needles in them. This strengthens Chi, and aicreees the equilibrium of Yin and Yang. These points known as acupuncture points: Sometimes described as “acupuncture wishout the needles’, acupressure sormvight fingertip pressure kn Shiatsu ~ the Japanese Veron heavy i pressure is involved too. (Extract from Prima magazine, London) a) Briefly explain the three forces om which the Chinese believe good healeh relies. b) What are Meridians? ©) Briefly explain how acupuncture works. §} How does acupressure differ from acupunctare? “Assignments304 + 5 Read the following passage, then answer the questions that follow. MINERALS - ARE YOU GETTING ENOUGH? ‘The weather's boiling, you've been running around, you're in a bit of a lather and suddenly an excruciating cramp hits you. Such heat cramps are caused by losing sodium when we perspire — just one of the effects of not having enough of an essential mineral in the system. Minerals are the poor relations of vitamins. Few of us know just which minerals we need (and which we should avoid), how much we need and which foods they are found in. Ie gets more confusing, because if you eat too much of one mineral, such as iron, it might cause you to absorb less of another such as zinc. Even worse, minerals such as lead can be positively bad for you. And excessive aluminium has been linked with Alzheimer’s disease, So just what are these elusive substances? Minerals are metals which ‘occur naturally in the soil and are absorbed into the plants and animals swe eat, If we don’t get enough of these minerals, we feel ran Gown. At worst, this can cause mineral deficiency illnesses such as anaemia. ‘Many of us could be low in certain ininerals ~ especially if we eat an unbalanced diet, or one high in refined food. Refining often means extracting the most wholesome part of the food. White bread, for example, contains less minerals than wholemeal bread because the wheatgerm and bran are zemoved. Although the cells in our body naturally contain minute amounts of minerals, they are used up as our cells become worn out. As the body is not very good at storing minerals (apart from a litte calcium, phosphorus, magnesium and iron), itis vital we have enough in our daily diet. ‘There is considerable controversy over whether or not we need to take supplements. If you continually eat on the run and you know you're not having a balanced diet, then a supplement can oniy do you good. But do you need a supplement if you're eating a balanced diet of ‘mineral rich liver, meat, fish, dairy produce, wholegrains, fruits and vegetables? ‘Traditional nutritionists say that a balanced diet will give you all the nutrients you need, Others believe that the use of pesticides which poison the soil, pollution and food processing mean that many of our foods no longer contain enough minerals. ‘Whatever the truth, taking a supplement will do you no harm ~ provided you take only the recommended dose. Taking,a higher dosage can be positively harmful. Too much iron can prevent you absorbing zinc, and if you take excessive amounts of magnesium, you'll get a bout of diarrhoeal (Extract from Prima magazine, London) Comprehension| i 2) Explain the meaning of the following words 3 used in the passage’ i) excruciating ii) deficiency iil) extracting, iv) minute 4) controversy bb) What causes heat cramps? ©) Briefly explain what minerals ate 4) Why do certain people not have enough minerals? §} Which minerals is the body good at storing? $) Would supplements of minerals be harmful v someone who eats a balanced diet? Read this passage and then answer the questions which follow. Use your ‘own words as far as possible. PROFILE OF ANITA RODDICK 1 started The Body Shop in 1976 simply to create 2 livelihood for myself re ny two daughters, while my husband, Gordon, was trekking, across aoe a as had no training oF experience and my only business ae gna was Gordon's advice t0 take sales of £590 2 ‘week. Nobody talks aa areprencnrship as survival, but that’s exactly what and what Saar reeatve thinking. Running eat fist sbop tual me business nue Spanctal science; is about rading ~ buying and selling. I's ae eating a product or service so good that peoPie will pay for it. aoe years on, The Body Shop is a mult-ocal business with 1650 ew Ye countries, fading in 24 languages across 12 me 7006S ‘And Thaven’t a clue how we got here! Te-wasr’t only economic necessity chat inspired the birth of The Body Shop. Women, when they want to earn 3 fivelihood, usually earn it Sheough what they are interested in oF what they 3fe knowledgeable iroute I bad a wealth of experience to draw on. | travelled, and I spent aoe farming and fishing communities with ‘pre-industrial peoples. My time posed me to body rituals of womes from al er the world, were ene ragality thar my mother exercised during che Wt Yo" made me question retail conventions. Why waste conic! when you can ig And why buy more of something than you can > We behaved veahe did inthe Second World War ~ we re-used everything, we refilled Sverything and we recycted all we could. The foundation of The Body Shop's environmental activism was born out of ideas like these Tam aware that suecess is more than a good idea I is HME et The Fanly Shop arrived just as Europe was BOE ‘Ereen “The Body Shop has lays been recogaisable by its green colour, He only colour that we ati ind to cover the damp, mouldy walls of my fst shop. I opened a coud shop within six months, by which dime Gordon ‘back in Frnzland. He came up with the idea for ‘sll-financ ‘ng’ more new stores, Kesignments 305306 ‘Comprehension + 7 Read this passage carefully and then answer the questions wh which sparked the growth of the franchise network through which The Body Shop spread across the world. The company went public in 1984, Since then I have been given a whole host of awards, some I understand, some I don’t, and a couple I think I deserve. ‘The Body Shop and I have always been closely identified in the public mind, undoubtedly because itis impossible to separate the company values from my own personal values and issues that I care passionately about: social responsiveness, respect for human rights, the environment and animal protection. But I must point out that The Body Shop is not a one-woman show ~ itis a global operation with thousands of people working towards common goals, engaged in their own livelihood, and franchisees running their own businesses. ‘The Body Shop is always on my mind, in one way or another. Whether it be ina state of delight or frustration. The relationship I have with The Body Shop is one where I sometimes can't tell the difference between stress and enthusiasm. Reproduced courtesy of The Body Shop Intemational PLC (a) Why did Anita Roddick start The Body Shop? (2) (b) What did she learn from her first shop? (4) (6) Anita Roddick says ‘I had a wealth of experiences to draw on.” Summarise these experiences. (6) (d)_ Give two reasons to suggest why ‘green’ is important to The Body Shop. (6) (©) What does Anita Roddick mean when she says ‘It is impossible to separate the company values from my own personal values.” Try to explain these values in your own words. (8) (9 How would you sum up how Anita Roddick feels about The Body Shop? (4) Total: 30 marks follow. Use your own words as far as possible. Reproduced courtesy of British Telecommunications plc from BT's Annual Review and Summary Financial Statement 1988 ‘THE COMMUNITY OPPORTUNITY Companies do not exist above and beyond the societies in which they ‘operates they ate part of those societies. They are ‘citizen companies’, with all the rights and responsibilities that citizenship brings. BT is determined to make an imaginative and effective impact in all the communities in which we conduct our business. Some 90% of members belicve that companies have at least some responsibility to the community. We are proud to accept that responsibility. 4i { BT is committed to helping people in need and at risk 0 HMO, their ality of life through our Community Parenership Progr with a Padget of around £15 million a year for working ‘with community bdo his programme is he largest of is kind inthe UK: Bae not just about good citizenship. We aso believe i ‘good business. Seventy wer eent ofthe general public say that the conteibution 2 ‘company makes, pewthe community could affect eheir buying decisions “This is why we are careful that all our involvement is rePMaeOe aesvmcing, After al, a good reputation means thar govern” will want aeanineig countries, customers will want to buy from 1s shareholders ws T want to invest in us, skilled people will want ¢0 join Uy and out “employees will be proud to work for us. Our community partnership activities throughout the UK are themed oa ea access and communication. We place particular emphasis on atfheation and training, the improvement of communication skills, apport for people with disabilities, and ee involvement of BT people. Th the last year we have pat in place a programme to ehable charities and vefuatary groups to make more effective use of commence resort As pat ofthis, we are collaborating with he charity One oe) ne eo offer training and support for small charites co help them run their own Internet sites. Bat i's not just about encouraging peopte to ralk and listen, Bris teloging the benefits of the new technology i is deveToping © the people aegmed it most. For example, BT and the Anchor Trust st developing wvgote health monitoring to help older people continue #9 live independently. More than 80 million people in the UK have some form of hearing loss, sae si helping to address their communications need All our public payphones are fitted with inductive coupless Fo help hearing aid wsers Baypite have been working with the Royal National nstitats for Deaf Prople (RNID) to improve deaf people's access ro ats venuss around the country. “ypetalle the national telephone relay service at by the RNID with pee dm BI, enables 20,000 deaf or speect-impaired ussonnel fands Mijeate via‘ textphone. BT will also be one of the Forpor Sponsors ofthe millennium celebrations, not just the Millennium Tome in Greenwich but throughout the country. We way make a mone om that will rouch everyone's lives in the year 2000, "0 We will coir peking "Millee-Mal’~ a free electronic mail address service, which preans that no-one need ever be out of touch ‘A comprehensive et of reports i also being published fat describe BT's aco Ptyvironmental and technological interactions wih sec ‘Phcough these reports, we aim to stimudate a ide’ debate into how BT cove mtribute to-an improved quality of life forall. Resgnments + 907(a) What does the writer mean by ‘citizen companies’? (4) (b) Why does the company believe that itis ‘good business’? (4) (©) Explain ‘we are careful that all our involvement is reputation- ‘enhancing’. (4) (a) Describe BT's work with charities and voluntary organisations. (8) (c) How is BT helping to celebrate the millennium? (4) (Explain the following phrases as used in the passage: 4) to improve their quality of life (2) ii) touch everyone's lives (2) iif) stimulate a wider debate (2) Total: 30 marks 8 Read this passage carefully and then answer the questions which follow. Use your own words as far as possible. | WAKE UP TO POLLUTION “Don't choke Britain’ is about persuading people to forget the car and wake up to better ways to get around. This local authority-led initiative aims to raise public awareness about the damage to our environment and health caused by increased traffic congestion and pollution i | Embracing many local initiatives throughout June, the Don't Choke Britain Campaign urges people out of their cars and onto bikes, buses, trains and pavements. Midland Mainline has a raft of travel options which complement the vision of a less car-orientated future. Its latest offer is Door-to-Door, where two, three or four people can catch an off-peak train to London and back from as little as £39 for the group. A pre-booked taxi to and from the station is included in the price. “Until people are offered a cheaper and more convenient alternative, such as Door-to-Door, they will continue to take the car~ whether it’s all | the way to London or just to the station,’ says Midland Mainline’s Product Manager, Chris Lyons. Perhaps the most ambitious scheme is the proposed development of an East Midlands Parkway Railway Station, close to the M1 motorway. As Chris Lyons says, ‘Midland Mainline are looking hard at taking more responsibility for our customers’ real journey from their front doot to their final destination, not just the journey from station to station. For example to make getting to airports casiet, we are looking to develop competitively priced tickets that combine rail transport on Midland Mainiine with other modes of transport. Combining the various travel ‘options in one straightforward offer will make travelling to the airport by public transport much more attractive.” Clearly, co-ordinated public transport is the way forward if a cleaner, sgreener Britain is to be achieved. Midland Mainline’s services take a 308 + Comprehensioni siueable chunk of tlic off the M1 and that's good news for the aeetronment. But i it realistic co think that hardened car users ca” be Goaxed away from their steering wheels? “No-one says it’s going 1 be easy says Chris Lyons. ‘But if he products ane sight and backed up witha reliable good quality service, then it’s possible.” Using the car has its own problems, not Least of whic is traffic jams, eeine ae oad works and the prospect of heavyweight measures © CAs Usving such as motorway tolls, reduced access to row centres and higher taxation. Constant improvements to Midland Mainline's services such as greater frequency, new products and better customer service are definitely persuading more and more people to use the sain Reproduced courtesy of Midland Mainline (@)_ What does the writer mean by ‘Don's Choke Briain’ Fea Ste purpose of the “Don't Choke Britain’ campaign? () (b) Explain the sentence ‘Midland Maine has a raft of travel options ear plement the vision ofa less car-orientated future’ (2) (0 Describe the Door-to-Door scheme. (4) {a} How can the planners make it easier for people t0 Bet 10 airports? (4) {e) What are the problems facing car users? (6) (0 Explain the following phrases: i) Embracing many local initiatives (2) ii) Pethaps the most ambitious scheme (2) iii) our customers’ real journey (2) jv) coordinated public transport (2) ¥) hardened car users (2) ‘otal: 30 marks “The Personal Assistant to the Far East Division's Chairman is BY the pening address at a secretarial seminar, and she has submitted a draft of her Speech to you. Read it carefully and answer the questions which follow. In the days of illiterate kings and barons, when most dealings Were ve ifcted verbally through intermediaries, the job of “secretary” seajured up a picture of someone employed by the ich ‘and powerful as cr privace eat intent upon the concealment of diy Tn However, take eles By the late Middle Ages the word “secretary” had ‘gained in status, erring to one whose office it was to write for another, ‘especially one reese ployed to conduct correspondence, co Keep records So the written word became the chief medium of commusicationy and se he Victorians launched the iewest ‘profession’ in the ‘widest sense wihe word commerce ~ with all its attendant record-keeping, and picented the Penny Post, the business letter as we know i= was born. _ Assignments + 809From that point the phenomenon has been developed to a high degree indeed, doubtless far too many such letters are written now, causing literally tons of paperwork to be produced, processed and stored every working day. Hence secretaries have really come into their own and nor just as transcribers of letters. For as busy decision-makers in all spheres, be they MPs, surgeons, barristers, bankers, civil servants or business executives, cannot write all their letters our by hand, equally they cannot make every single telephone call, book all their own appointments or keep track of all their file copies. So they need someone to bail them out. Someone who will give a reliable and sensible back-up service, will hold the strings, acting as a base or nerve-centre in the hectic flow of events, and can be trusted to handle all information passing before them in an adult and serious fashion. In other words, guess who? ‘A ‘secretary’ can now signify anything from a thigh-booted, nail polishing dolly who sits behind a typewriter thinking about her boyfriend and waiting for Spm, to the high-flying and terrifying paragon twho car: spcak five languages, take shorthand at 309 wpm while piloting 4 VC10 and run a press reception for 1000 before breakfast. At its most accurate the word denotes those who occupy the area between these two = that small army of quiet and efficient persons whose job it isto deal with their employer's day in manner both discreet and reliable. These people are the present answer to a solid, lasting and not inconsidczable demand and it would be hard to sec how they could be superseded. Until some bright spark invents a machine that can think as well as take messages, compose and produce individual leters, keep a vague ‘employer to his schedule, remember everything from the year dot and make drinkable coffee, secretaries are the best alternative. So far so good. A job to be done and a female workforce who can do it But why can we do it? I think for the very reason that we are female. Because there will always be a large sphere of work for which I believe ‘women are temperamentally better suited than men. Really effective secretarial work demands imagination; putting yourself in another person's piace and thinking for them. And women have on the whole always been better equipped to do this. A recent movement has initiated heated debate about the comparative roles of the sexes, in the wake of which have come opportunities hitherto unheard of for women to prove themselves equal to a man’s world. And some are clearly more than equal, revealing formidable ability, drive and stamina in many important areas. Certainly these prominent women will continue to focus attention ‘on changing attitudes to their sex, but they will not alter the fundamental nature of the ordinaty, timeless female capacities and strengths. The debate will go on, but it will not change the fact that i women by and large have more patience, attention to detail, self-control and imagination ~ that is, the qualities that make, inter alia, a good secretary. 310 + ComprehensionYou might say ‘anyone who has mastered al 8 and still has some voeegy ete deserves co go places = upwards AS have said before there cael are women in very senior, simul and deeply rewarding fobs svho started out as secrearies and whe sade the transition with ibs pg success. But forthe Fest of sy Ehe question MES be asked ‘where are we Boing?” For the status quo is showing signs of exciting development. The much- peralded silicon chip technology is clearly here «9 9) and is surely aerate rag all the drudgery which has been built ive secretarial work — remoting the checking, the tedious garnering of information. But ease ch eechnology cannot make decisions We thinking part of the bees sob ~ the administration, the coordinasions the arranging and crane, the laision with people ~ must be throw relief, expanded and endowed with a nev: stare Result ~ streamlined version Sram classic: that position which is often t he 17) centre of power, of a0 ety sizeable amount of responsibility, calls the exercise of the highest level of expertise and represents ‘eally caring work, putting t© good use the feminine capacity for being 2 offer state, a partner and full SMpporting cast Surely there ie quite a 8° job to be made of all that? ‘Welly here we are. We have been taught 0 rake shorthand (and Sometimes we can even read it back!) and © Pe. “The same broad aims aac the same problems concern us all, How fo cr order out of ae hour to raise oF foster the public image of ‘the company, how tO bring the best out of the people and the crise "And how about when We reg Meally understand the technicalities ofthe ‘work we are dealing with dom pone eves thinks we need encouragement — OF 6 ‘there just t00 much work? ‘Wall, you can take a deep breath and get cracking with the aid of a philosophical acceptance of what you probably can’t change, some firm Priorities held well in view, a degree of skill, and a few well-tried life iver tips — which is what this two-day seminar is ‘all about. T hope you enjoy it and I wish you hack! (Adapted from Sper Secretary by Sally Denholm-Young, published by Settle Press, London) ) Explain the meaning of the following, 35 used in the passage: i) superseded ii) inter alia i iil) satus quo | iv) liaison (4 marks) by To wher phenomenon i che writer referrie when she says‘... the ! phenomenon has been developed to # high degree’? (4 marks) hesignments +— 312 ©) The writer refers to a ‘secretary’ in one context as... a terrifying paragon who can speak five languages, take shorthand at 300 wpm while piloting a VC10 and run a press reception for 1000 before breakfast...” Explain what you think her meaning is, in your own words, simply and clearly. (6 marks) 4d) Why does the writer believe the secretarial workforce is made up mainly of women? (6 marks) €) To what ‘transition’ is the writer referring when she says ‘.... who have made the transition with resounding success’? (4 marks) £) What effects is new technology having on the role of the secretary now? (6 marks) (Total: 30 marks) + Comprehension ay topic the major documents which you ™ay tions shown: ‘This illustration shows produce in the examina + Breakdown of examination questions b:+ Assessment [In Business English examinations there are often no right or wrong answers ~ only those that are businesslike, appropriate and accurate. Assessment will usually take into consideration various actors like language, content, layout, tone and style. General guidelines Use a new page for each answer. Show the number clearly in the margin. ‘When handwriting answers leave a line space between paragraphs just as you would when typing and avoid cramping. Align correctly when using numbered items. Use capitals or underlining consistently. Ensure that your handwriting is legible. 1 Go easy on the liquid correction fluid. i Check for accuracy in grammar, spelling and punctuation ~ and then check again! + Business documents i + Display business documents correctly and consistently, using the same style ‘when handwriting documents as you would if typing them. ‘ + Include all mechanical details, eg. letterhead, reference, date, subject heading, sender’s name, title, enclosures. ‘Number continuation sheets appropriately. Use a tone appropriate to the reader/sender/purpose. Insert names, places, dates, etc., to add realism to answers. Structure documents logically, rearranging information provided ~ but make a plan first. tees Comprehension + Explain clearly and concisely, in your own words where possible. + Consider the contextual meanings when definitions are required + Consider the marks available for each question, Completing forms or other documents + Read the instructions carefully and do what is asked. i + Pick out the relevant words or phrases from the question. } + Read the headings on the form or other document carefully so that you understand the details you must find to complete the document. + Write neatly and legibly in the appropriate space. + Double check all the details to ensure accuracy. 314 + AppendixSummarising Consider the purpose for which the suramary 1° be used, Use a suitable format (Use your own words wherever possible ‘Do not use short note form unless instructed to do so. + Consider the word limit. + elnde a covering memo when appropriate: | |+ Examination papers >, M COMMUNICATION IN BUSINESS. | "116 Sn ; THURSDAY 12 MARCH 1998 (Computer reference to be entered on Ansiver Book: 398116 (TIME ALLOWED - TWO HOURS) ‘You have TEN minutes to rad tough this question paper before the tart ofthe All questions are tobe attempted English and mothetongue dictionaries and electronic spl-checkers may be wed ‘Te mark allocation for ech question is given and you are advised o take thie into account in planing your work, Attention shouldbe paid to clear, neat handwriting and iy aeration. ‘Answers will be assessed on layout, content, use of English an effective communication in | the given situation, Infomation obtained from one question may be usd in answering another. Picase start each answer ona new page. NOTE: This question paper includes a form (Question 3). When you have completed he examination, make sure hat this form is inserted in your answer book NO EXTRA FORMS WILL BE PROVIDED. 5 (CIBL Qarh 1998) H30 cave 316 + Appendix2 GENERAL INFORMATION APPLICABLE TO ALL QUESTIONS formation bins from one question may Be sed in anew nother) ‘Tiger Security UK specaies in safeguarding premies, personnel and propery. 1 als affes Aa collection, storage and delivery Tacit for valuable goods ofall kinds, The firm hes 2a antes trouphout the county and its headers 2 Liverpool ‘You work es clei asst io he general manage of Cah ranch situated at Yo ep net Rend, aldon, CN? SQB, telephone munber 01579 523959, fx 01529 Sa056. The managers name s Mr Alee Des. ‘Your dts inctne the dy o day inning ofthe general offic, snes the elpone and Yond, M Shar naan in cargo cous snd Mr James Hawksworth ‘supervises drivers 1 Weta adeter SITUATION -s enr as been recived rom a prspestive custome SET collection, arta ever oF vlable amy blooms; Te exer ‘Appendix A on ee ‘Alec comes int you oie ad sy5 1 9%: nerve na ter fom Mrs Carson, She non he phone 9 WS VE er “eae une eo ive er sae ei ado sss et ne spn go next Tuesday, 17 March, at about 1030 am, 1 Hope NOSE and date wil suit Pores open the door to stanges el Re hat) Shah ‘se one ofthe bet Sh oma vans. She wl beable coi it que cast ” comnaainnie s uaauconins 9 [ASSIGNMENT ‘sing teinfomaton above an efeing tte eter rm Mrs FS (Appendix A Using we tele for Ale tosign Assume a You ATT he firs a gopaer but cbserve the conventions of business ee 20 emis) i ——Feaminaton papers + 817Wiking memo swith rely sin SITUATION, ‘A fax has been received from head office. It as been decd thatthe larger type security vans willbe replaced by smaller, but much more efficient vehicles, which have is class communication systems. ‘The new vans also have avery complex locking system. Al drivers will ned instruction in operating these vehicles. James Hawksworth says to you “Will you do memo to goto all drivers, please? One ofthe new vans will be brought over fom head office on 14 April and willbe here with an instructor for the next four days “Al drivers will need abou half an hou of instruction on the technology but no in

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