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Dossier Slides Oral Communication

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1) Look at the images and decide if they are examples of verbal or non-verbal
communication. What other information does the image project?

Verbal Communication
What the image projects is frustration
and annoyance on the part of the
man. This person is perhaps arguing
with another person or persons or
giving his or her opinion on an issue.

Verbal Communication
The image projects a notebook or
written notes. Clearly it is not a verbal
communication but a written one, all
the feelings are captured in those
words, lines, paragraphs...

Depending on what the person who

has written it wanted to express or
transmit, it can be something positive,
negative, deep or direct, analytical or
simple to understand...

Non-verbal Communication
This image projects laughter, perhaps
sarcasm, playfulness towards the
person on the phone. Meet the other
person behind the line.
Non-verbal Communication
It projects regret or frustration for
having thrown away the mobile
phone, in relation to what happened
to the person who was talking to him,
he got angry and threw away the
mobile phone but regretted it. Just by
the gesture he makes we can identify
or perceive what has happened to
him. That is why non-verbal
communication is so important.

Non-verbal Communication
What the girl is projecting is a hint
that she may "kill" whoever she is
conveying this gesture to, either
because she is angry or just joking, so
be careful not to provoke her.

Non-verbal Communication
This person is showing the gesture of
look at the time. He/she may be
projecting that it is getting late or that
it is time to do "something".

Non-verbal Communication
This person doesn’t speak but is
clearly listening to the other person
and nodding. Projects interest or
affirmation with the person who is
speaking.
 Verbal Communication and
Non-verbal Communication
This person uses both verbal and
non-verbal communication because
he speaks and also uses gestures to
signal disagreement, saying no and
shaking his head.

Non-verbal Communication
This image or person projects with
non-verbal communication the
affirmation "yes" by gesturing the
head and changing the position of the
hair.

Almost all the gifs are non-verbal communication (except the man who is
complaining by waving his arm and the other man saying the word no). The rest
of the gifs make easy gestures or hand gestures expressing certain feelings such
as regret, indifference, disapproval, happiness, affirmation...

Therefore, it is not necessary to say any word to know what these gifs want to
transmit or project, that is why non-verbal communication, although it does not
seem so, is capable of transmitting information without the need to speak.

2. Work in pairs and take turns saying the same sentence using different
strategies.
Links are in the headings:
STUDENT A:
Project your voice and read this sentence while smiling:
"Ladies and gentlemen, (PAUSE), the news today is (PAUSE) that our
(emphasize the word 'our') department has been chosen to carry out the audit of
(PAUSE) Service Exports".
STUDENT B:
Project your voice and be serious while you read this sentence:
"Ladies and gentlemen, (PAUSE), the news today is (elongate the 'i' in 'is' and
PAUSE) that our department has been chosen to carry out (PAUSE) the audit of
Service Exports (lower your voice when you say 'Service Exports').

3. Read the following statements about voice modulation and discuss whether
they are True or False.
1) You should keep the same tone if you want to sound professional.
2) It is good to keep an irregular rhythm of speech to help the audience
concentrate on what you are saying.
3) Your voice does not transmit feelings.
4) It is desirable to modulate your voice pitch so that what you say is easier
to understand.

ANSWERS
1) False: It is not necessary to keep the same tone to sound professional,
it is advisable to change the tone and intonation, in this way you add
interest and expressiveness to the speech.
2) False: Keeping an irregular rhythm when speaking can hinder
comprehension and distract the audience. It is advisable to keep a steady,
flowing rhythm so that your message is clear and easy to follow.

3) False: The voice is a powerful tool for conveying feelings and

emotions. Through voice modulation, we can express joy, sadness, anger
and other moods, which helps convey the meaning and intent of our
words.
4) True: Modulating your tone of voice can make what you say easier to
understand. By varying intonation and emphasis on certain words or
phrases, you can emphasise important points and make your message
clearer and more memorable to your audience.
4. Decide whether the following sentences belong to small talk or to a
business conversation. Justify your choice.
1. Would next Tuesday morning be OK for the meeting?
Business conversation because the phrase indicates arranging a meeting,
which is typical of a work-related conversation.
2. Can I have a word with you in the office?
Business conversation because the phrase implies talking in the office,
which suggests a work-related conversation.
3. Very busy morning today. I could use a cup of coffee.
Small talk, the phrase talks about having a busy morning and drinking
coffee, which is not directly related to a business conversation but more
about a get-together between friends, colleagues or family.
4. So, how was your weekend?
Small talk, the phrase asks about the weekend, which is a common topic
of casual conversation.
5. Shall we get down to business?
Business conversation because there is the intention to get straight to the
point, which is characteristic of a work-related conversation.
6. What's the matter with Paul today? He's in a terrible mood.
Small talk, the sentence talks about a person's bad mood, which is not
directly related to work, it is a normal conversation between two people.
7. Have you finished the report on last month's sales figures, Sean?
Business conversation because the question is about the completion of a
sales report, it is directly linked to a conversation in a company.
8. What do you think of the new girl in the exports department?
Small talk because the question is about one person's opinion of another,
which is a common topic of informal conversation.
9. What's the next item on the agenda?
Business conversation, the question asked is about what is the next item
on the agenda, which is characteristic of a work-related conversation.
10.I am afraid we are having some problems with the order delivery.
Business conversation because the phrase indicates problems with the
delivery of an order, this is not a small talk but a business conversation.
5. Match each image with its best description (you can use more than one):
● This session aims at building trust among coworkers.

● These people are having a blast!

● Thanks to this activity, participants will get to know each other better.

● With this activity, you will learn more about yourself.

● This is a problem-solving activity.

● This activity encourages people to spend time together.

6. Discuss what you see in each of the pictures and decide whether they will
enhance the good image of the company.

Images Opinion

What I see in the picture are people

exchanging business or personal
cards. Clearly this enhances the image
of a company because in the eyes of
others it looks professional.

What I see in the picture is a person

who while working rests his bare feet
on a table, this is a bad image for a
company because it looks
unprofessional and for most people it
is disgusting, it shows that the person
is not serious about what he does and
is unhygienic and above all rude.

In the image it is a table full of

papers, office materials (such as a
calculator, a stapler, a ruler, a
pencil...) messy and scattered
everywhere. For a company this
means that it is not organised at all
and doesn’t meet its objectives and is
not hard-working and has a bad
reputation as a company.
The image shows a lego miniature in
an empty space with a table and
computer. And the easy expression of
the lego is one of unease or
discomfort. What I understand is that
for a company it can transmit that its
workers are not in good conditions,
both the workplace and the treatment
is not good, so for a company it is a
bad image because it does not take
care of its workers.
What you see in the picture is a well
organised, decorated space with good
lighting. It is a kind of room or office
to receive visitors or important
people. The image gives a company a
feeling of freshness, professionalism
and knows what it wants and how it
wants it.

It is similar to the previous image but

is more of a dining room or work
table for teamwork. It looks simple
but beautiful at the same time,
intentionally decorated in white so
that the natural light is more
noticeable and it becomes a cosy
space. The image of a company like
this is positive, it conveys simplicity
but one that is careful and thoughtful
about what it does. It greatly
enhances the appearance.
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Dossier Slides Oral nWritten Communication
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1) Read the body of this e-mail. Did the assistant apply the 7 Cs principles of
communication? Justify your answer.

From: Charles Skip <[email protected]>

To: Lukecito <[email protected]>

Subject: Hello

Hello Luke,
I'm very sory for the problems with previous order. By the way, have you
received our next order? Fortunnately the handling service you offered as a
compensation for the problems we had with the difficult order worked great and
everything went smoothly.
John, that is my boss, (I think you don't know him yet, he is new!!) was very
worried but now he is happy and you should be too :) :) :) :) !!! He said we
could send you a present. We were thinking about some corporate jackets, with
the name of your company on them or do you prefer a photo of your king? What
colour and sizes do you need? Most of you being black people, we thought you
would prefer bright colours.

No, this email clearly doesn’t use the 7 principles of communication:

1. The email lacks clarity. It's informal, with some spelling and grammar errors
("sory" instead of "sorry," "Fortunnately" instead of "Fortunately," etc.). The
message is a bit confusing due to the sudden mention of the boss and the offer
of jackets or a photo without a clear context.

2. The email could be more concise. It contains unnecessary information about

the previous order's problems and the boss's worries, which may not be relevant
to the current discussion about sending a present.

3. Also lacks coherentness. The flow of ideas is disjointed, jumping from

mentioning a previous order problem to discussing the boss's happiness, and
abruptly transitioning to the offer of corporate jackets or a photo.
4. As to whether it is correct or not, there are several spelling and grammatical
errors in the email, which affects its correctness and professionalism.

5. The lukecito is also not concrete because it lacks specifics about what
exactly the assistant wants or needs. There's a vague offer of corporate jackets
or a photo without any details on colors, sizes, or the purpose behind sending
the gift.

6. Courteous: While the tone is friendly, the email lacks proper courtesy in
terms of formal language and structure, and it could be perceived as somewhat
presumptuous or inappropriate (mentioning the race of the recipients and
assuming their preferences).

7. And finally, if it is complete, I would say that it is incomplete because in

terms of providing essential information or context for the offer of a present. It
doesn't specify the purpose or reason behind sending corporate jackets or a
photo of a king, leaving the recipient confused.

Overall, the email doesn't fully apply the 7 Cs principles of communication.

2) Rewrite the e-mail in exercise 1. Use the following expressions to help you
order your information into paragraphs. Make sure you know what they mean
first.

● First of all,...
● In relation to...
● Regarding...
● Before I say goodbye I want to:
○ ask you if...
○ let you know that…
From: [email protected]
To: [email protected]
Subject: Problems with order
Dear Mr. Luke,

First of all, we apologyse for the inconvenience of the previous order.

Regarding the order, have you received our next one? We would like to
inform you that fortunately the handling service you offered as compensation
for the problems we had with the difficult order was a success and everything
went perfect.

Although my new boss, Mr. John, had some initial reservations, he is now
thrilled with the outcome and you should be as well.

Before I say goodbye I want to let you know that we’d like to send you a
present as a token of our appreciation. We were thinking of some corporate
jackets with the name of your company on them or any other photo of your
choice. I want to ask you which sizes and colours you require. We believe that
the bright colours would be the best choice.

Looking forward to hearing from you,

Yours Sincerely,

Charles Skip

3. Decide which of these sentences are pronounced as individual letters

(initialism) and which ones are pronounced as one word (acronyms)? Then,
write sentences with 3 initialisms and 3 acronyms.

● A BLT sandwich is made with ham, lettuce and tomato: Initialism

● This is what TGIF stands for: Initialism

 ● UFO stands from Unidentified Flying Object: Initialism

● Laser: Light Amplification by Stimulated Emission of Radiation:

Acronym

Initialisms:

➔ The CEO discussed the Q3 report during the meeting.

➔ The FBI is conducting an investigation into the cyber attack.
➔ RSVP to the event by Friday, please.

Acronyms:

➔ NASA launched a satellite into orbit last night.

➔ RADAR helps in detecting objects in the vicinity.
➔ SCUBA diving is a popular recreational activity in coastal areas.
4) Look at the sentences below and decide what errors a spell check is able to
detect (most spelling mistakes) and what grammar mistakes the spell check
may not identify. justify your answer.

The words in red are the errors that can be detected by the spellchecker:

● The new girl isform Paris.

- Spell check can detect the misspelling of "isform" as "is from."

● Thank you very much for your letter ref. frg_4354. We're very pleased to
hear your answer.

- Spell check can detect misspellings, such as "ref." instead of

"reference" and "frg_4354" if it's not recognized as a valid word or
abbreviation.
- Grammar mistakes that a spell check may not identify include the
missing comma after "Thank you very much" and the use of "your
answer" instead of "from you."
● Ms. Frank is a very responsable person.
- The misspelling of "responsable" as "responsible."
● Some people think that acounting and bookkeeping are almost the same.
- Spell check can detect the misspelling of "acounting" as
"accounting."
● Unfortunatly, Luke's laptop don't seem to be working.
- Spell check can detect the misspelling of "Unfortunatly" as
"Unfortunately." and "don't" instead of "doesn't"
● Typos are silly tipping mistakes.
- Spell check can detect misspellings, such as "tipping" instead of
"typing."
● People says that clerks are happier than lawyers.
- Spell check can detect the misspelling of "says" as "says."
● Wellcome to our company, Ms. Anderson!
- Can detect the misspelling of "Wellcome" as "Welcome."
 ● You did a wonderfull job with this webpage.
- Can detect the misspelling of "wonderfull" as "wonderful."
● Mr. Seaming enjoyed he's lecture. It was out of the ordinary!
- Spell check can detect the misspelling of "he's" as "his."
- Grammar mistakes that a spell check may not identify include the
missing comma after "lecture" and the use of "out of the ordinary"
instead of "extraordinary."
● Yours was a very affective presentation. Congratulations!
- Spell check can detect the misspelling of "affective" as "effective."

A spell check is typically able to detect most spelling mistakes, such as

incorrect or misspelled words. However, it may not be able to identify
grammar mistakes, such as incorrect verb forms, subject-verb agreement,
or incorrect word usage.

5. Do you think "Chuck E. Cheese" solved the negative comments of the

clients? If you do not agree with the company's behaviour, try to improve it.

I don't think Chuck E. Cheese has done a very good job because although it is
true that he responds to customer comments by inviting them to write what the
problem has been via email, he forgets certain things that he should say, for
example:
Instead of a generic response, Chuck E. Cheese could acknowledge the specific
issues mentioned by the customers, like:

➢ "Hi Jull Johnson, we're sorry to hear about your unpleasant experience
during your visit. We'd love to understand more about what happened.
Could you please email us at [email protected] and share
the details? Your feedback is valuable in helping us improve."

Also, Chuck can offer a resolution or assurance to address the customers

concerns:

➢ "Hi Lucky Flor Tepale, we're genuinely sorry to hear about your
disappointing time at Chuck E. Cheese. We want to make things right for
you. Please reach out to us at [email protected] with the
details of your experience. We'll do our best to address your concerns and
ensure a better visit if you decide to give us another chance."

And Finally after receiving the emails, Chuck E. Cheese should ensure a
prompt and attentive follow-up. This could involve investigating the issues
mentioned, taking corrective actions, and possibly offering some form of
compensation or gesture to regain the customers' trust.

6. Find a Tiktok of a company that promotes a product or service.

https://www.tiktok.com/@samsung/video/7266960336547319042?is_from_w
ebapp=1&sender_device=pc&web_id=7280192178030511648