Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Topic 1
1. Starting a conversation
a. Introduce yourself: You need to use the right words, smile
and eye contact
b. Introduce others: you need to mention the name and position
of those you are introducing.
c. Making small talk: chatting about things not related to
anything in particular. Do not talk about political, racial or
personal issues. Talk about holidays, weather etc. Start with
exploratory questions or statement to see whether person is
eager to talk.
2. Getting down to business
a. In conversing with people at your workplace, you will need to
describe your job and organisation. You need to project a
positive professional image of yourself and your
organisation.
b. You need to be familiar with the products or services that
your company specialise in.
c. The differences between sole proprietorship, partnership and
corporation.
Topic 2
1.
2
2. clear
3. polite
c. telephone etiquette
i. answer phone promptly
ii. identify yourself right away
iii. use callers name
iv. resolve callers problem, if not pass on to another and
give reason why
v. sound positive
vi. reduce jargon
vii. speak at appropriate pace
viii. practise active listening
ix. end politely
d. Business calls: you need to save time by quickly asking
probing questions to get more information about the
telephone call. You need to:
i. Identify the problem
ii. Verify the product
iii. Determine if warranty applies
iv. Ascertain how the product has been used
v. Find out what steps have been taken to rectify the
problem
e. Common telephone words
i. Learn and use standard phrases used in phone calls
(p27)
f. Taking and leaving messages
i. Five simple steps
1. name
2. time and reason for call
3. make a request
4. leave number
5. end call
g. difficult calls: be professional in handling difficult calls.
3
Topic 3
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Language in
Starting a meeting
meetings
Expressing
Forceful
opinions
Neutral
Tentative
This occur both when asking and giving opinions.
Why are there differences in giving opinions? Think
Expressing
agreement and
disagreement
about purpose/intention.
Strong
Neutral
Discussion will gain momentum as each responds
positively or negatively.
4
Topic 4
Making Presentations
Making a presentation
page 64.
1. Why am I giving this presentations?
2. What do I hope to achieve?
3. What do the audience know about the
subject?
4. What visual aids can I use?
5. What do the audience need/expect?
6. What can I do to make my talk interesting?
- Structure of subject matter or the facts and
Planning
Mind mapping
Organisational patterns:
- chronological
- spatial
- topical
- comparison-contrast
- cause-effect
- problem solution
5
-
Topic 5
objective of presentation
strong opening
relevant examples
visual aids
enthusiastic
be sensitive to audience
be polite
Business writing 1
6
1.
Words
i.
ii.
iii.
Sentence
Readability (sentence length) and punctuation (adds clarity to
message). Vary length of sentence. Sentence usually between
15 to 20 words.
Paragraph
i.
coherence and cohesion. Structure paragraph properly.
ii.
organise ideas to suit the purpose:
a. to inform
b. to instruct
c. to persuade
Tone
i.
ii.
iii.
2.
5.2
1
2
Subject line
Identifies writers purpose
Body
Three parts including the opening and closing.
Complimentary close
Match the form at salutation.
Dear Sir/Madam..Yours faithfully
Dear..(name).Yours sincerely
Signature block
The signature, name and post.
Grammar: Singular and plural forms
Countable nouns
Uncountable nouns
Plural nouns
Layout
Full block layout all parts are aligned to the left.
Modified block layout (p93)
Senders address is at centre or aligned with the right hand margin.
The complimentary close and signature block will follow the
senders address position.
Modified block layout with indented paragraphs (p95)
Same as modified block except that each paragraph is indented
from the left hand margin.
Punctuation styles
Open style punctuation used in the body of letter.
Mixed style comma is placed after the greeting and after the
complimentary close.
Topic 6
1
Business writing 2
purpose of letter
what to say
jot down all ideas roughly
order all points
first draft
read the letter, think about purpose
rewrite
12 Types of letters
Neutral letters
The first two are for asking or giving information.
Bad news letters
As the label suggests!
See page 99
3
Order of information
Good news and neutral business letters.
Resumes
-
9
-
Specific resume for specific post where it will follow the criteria
set as advertised.
Memorandum
Advantages of memo
-
2.
instruction
Request
Announcement
Transmittal
- Authorization
e-mail
Electronic communication via internet
What is netiquette?
Why would you need a layout to your e-mail if it is a formal
communication?
Minimum requirements
-
receivers name
senders name
subject
date
body
10
3.
e-mail address
Faxes
Faxes are widely used today and more convenient because you only
need telephone lines.
The layout should contain:
-
cover sheet
confidential information
intended recipient
advise to sender
You need to attach a cover letter explaining about yourself and the
materials you are sending. Why?
Chapter 9:
9.1
Cover Letter
o Normally used when writing letter of application where the cover letter
is the application letter, itself accompanied by resumes.
o 4 reasons why it is written (page 157).
Resume
-
11
-
Specific resume for specific post where it will follow the criteria
set as advertised.
10.2
10.3
persuasive document
direct approach
indirect approach
It should contain:
Purpose
format
12
-
10.4
Main body
References
Transmittal letter
Title page
10.4.2 Presentation
-
Headings
Underlining
Indentation
Shading
13
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