The Written Communication

Oral communication involves conveying ideas, thoughts or information via a spoken language. In written communication, however, information is
exchanged using written symbols, that is, via words and sentences. Written communication is the sharing and exchanging of written symbols
between individuals or groups. It is also the presentation of ideas in a coherent manner in written form.
Written communication can take place via: • Letters; • Faxes; • Email; • Reports; • Memos; and Advertisements. You can acquire good writing skills
through extensive reading, note-taking and listening.
In order to communicate effectively via writing, you need to have a sound grounding in grammar and vocabulary so that you can present ideas,
together with supporting details, in a unified and coherent manner.
Why written communication?
Written information can be stored and transferred from individual to individual and group to group without relying on memory. Through the written
word, records can exist independently of the writer.
The written document also helps you to keep abreast of development in whatever project you are involved in as it provides an avenue not only for
the sharing of ideas or opinions, but also for the presenting and defending of viewpoints. Written communication can also serve as a form of
acknowledgement proof that something has been done in case verification is needed later.
The Writing Process: Successful written communication requires careful thought and planning. It should contain comprehensive information about
a specific subject and yet be clear, correct and easy to read. A well-written piece of work requires you to pay attention to the following three stages
in the writing process:
Planning; • Writing; and • Editing.
(a) Planning: To write a good report, you need to plan what you want to say. After you have decided on what you want to say, list down all the
points and arrange them in a logical and suitable sequence. This approach will ensure the clarity of your message and help you to avoid omitting
relevant details. „We all use language to communicate, express ourselves, get our ideas across and connect with the person to whom we are
speaking. When a relationship is working, the act of communication seems to flow relatively effortlessly. When a relationship is deteriorating, the
act of communicating can be as frustrating as climbing a hill of sand.
(b) Writing: The writing stage requires careful planning. It includes a pre-writing stage where you gather all the information necessary to ensure
that there is substance to your writing. Start writing in simple and plain English and move from something concrete to something more abstract and
expressive. In order to improve your writing skills, you need to practice writing in the target language every day until you are able to express
yourself clearly and meet the needs of your reader. Once you start writing, the words, sentences, paragraphs and lay-outs become writing tools which
you can use to convey your message concisely, courteously, and confidently.
Adopt a plain, straightforward style when writing as this makes your work easy to understand and reduces the chances of misunderstanding arising
from ambiguity.
c) Editing: The third stage in the writing process is editing. It is crucial to check for grammatical errors and ensure that there is smooth language
flow. The longer the report, the more editing is usually required. It can be useful to get someone else to read through the written piece for you.
Basically, there are four types of errors that you must try to avoid in written communication.
(a) Confusing Language: Confusing language refers to words that mislead the reader and cause communication breakdown. It may also result in
barriers being erected between the writer and the reader. Avoid words which are ambiguous, bombastic, vague, sexist, exaggerated, inflated and
archaic. Remember to write in plain, good English.
(b) Verbosity: Verbosity means the use of too many words, so much so that they interfere with understanding. If verbosity persists, it may
antagonize, confuse, and bore the reader.
Check out the examples below:
(i) Adnin was the winner! (OK)
Adnin won! (Better)
(ii) The rugby ball flew all the way up, over to the center field. (OK)
The rugby ball sailed to the center field. (Better)
(iii) The stability and quality of our financial performance will be developed through the profitable execution of our existing business, as well as the
acquisition or development of new businesses. (Too long, too wordy, passive voice.)
We will improve our financial performance not only by executing our existing business more profitably but by acquiring or developing new
businesses. (Better, shorter, active voice.)
(c) Poor Sentence: Structure Poor sentence structure often leads to fragmented writing and choppy sentences that impede understanding. Try to
keep your sentence(s) short and concise to ensure that they are correct, logical and easy to understand. Word order is important for meaning.
Remember that words should be structured in such a way that those which precede should be in accordance with those
that follows.
(d) Information Overload: Information overload means giving so much information till you feel overwhelmed and confused. This may cause
frustration and cast doubts on the writer’s credibility.
Therefore, as a writer, you must decide on the type of information required and present this to produce a clear, concise and relevant piece of written
work.
Asking the Right Questions
If a channel of communication is blocked or has come to a standstill, you may need to pause a moment, and re-evaluate the situation. You have to
find out where things have gone wrong. One way to start doing this is by posing questions to yourself: • Where did it go wrong? • Why was the
message not understood or misinterpreted by the receiver? • Was the timing bad? • Did I use the correct channel to deliver the message? • Are there
many errors or mistakes in the document?
The answers to these questions may shed some light on where the communication had gone wrong. In order to make it easy for others to understand
your communication and respond accordingly, you should make sure that you provide the following:
• A clear indication of your purpose.
• Accurate and objective information
.• Appropriate headings and subheadings.
• A suitable order of information.
• Concise and precise instructions.
• Desired action clearly spelled out.
Upon receiving the written communication or report, the reader should understand the contents of the report clearly; know precisely what action
needs to be taken; how to do it; when to do it; and in what manner it should be done.

IMPORTANCE OF PROPER PUNCTUATION

Good punctuation can make a document. Likewise, poor punctuation can completely lose everything you are trying to say. It is important in any type

of writing, especially business writing, to use proper punctuation in order to produce effective communication. Without using correct punctuation,

the entire meaning of what you are trying to say can be unclear.

What is punctuation?

It includes the commas, dashes, apostrophes, colons, semicolons, question marks, and hyphens, among other things. If we just had a document filled

with letters that make up words and did not have these other symbols in there, it would be a very confusing document to read.

1. Commas:

As you have already learned, it is better to keep comma use to a minimum. A long sentence with many commas can be confusing. Using commas

correctly, the text becomes easier to read and comprehend. Commas are one area that people often have trouble with because they tend to use too

many or too few and have a hard time deciphering how many are just the right amount. Once you get used to where commas are often used, it will

become easier to avoid incorrect usage. Here are a few ways that commas are used:

A. After introductory clauses: These are sentence openers to the main idea, often beginning with the words ―although, ―before, ―since,

―though, ―until, etc.

Example: Until the kids clean their room, there will be no dessert for anyone.

B. After introductory words: Some transition words, including ―however, ―Furthermore, and ―meanwhile, are followed by a comma.

Example: However, she simply won‘t take the garbage out anymore.

C. After distinct pauses: If you read a sentence to yourself and you feel there should be a pause, it is most likely a good place for a comma.

D. Following each item in a series, except for the last one:

She went to the store to get tacks, pins, paper, calculators, and shoes.

E. To set off a clause in the middle of a sentence:

She wore a red dress, despite her feelings against it, to the ball last Friday night.

F. When writing geographical names, dates, places, etc.

Example: She lives at 235 West Palm Ave., Deland, Fla.

Her birthday is on January 23, 1981.

2. Apostrophe:

The apostrophe may be a small mark, but it can make a big impact. You should always use one to show noun, possession, letter omission, and

lowercase letter plurality.

Examples showing possession include:

• James's car

• Mother-in-law's living quarters

• Lisa and Linda's project

• The kid's movies

Examples showing letter omission include:

• He'll

• Shouldn't

• Won't

• Don't

• I'm

Example showing lowercase plurality:

• She was always told to mind her P's and Q's.

3. Hyphens:

Hyphens are used to bring words together and make the compound. There are several specific conditions when they are used, including to join

together two or more words that are serving as one adjective right before a noun, with compound numbers, to avoid confusion, and with some

prefixes.

Some examples of joining words together before a noun include:

• She is a well-known seamstress.

• He loves chocolate-covered raisins.

• They drove to the destination at break-neck speed.

Example using a hyphen with compound numbers include:

• Sixty-three

• Forty-four

Example to avoid confusion:

• She will re-sign the document before leaving.

Without the hyphen, there would be a word that could be confused with "resign," which

has a different meaning.

Examples of using hyphens with prefixes:

• Ex-wife

• All-inclusive

• T-shirt

4. Capitalization:

This is an area that most people are familiar with because they do it so often. However, there can sometimes be confusion about what should be

capitalized and what should not. Items that should always be capitalized include:

The first word that starts every sentence;

The pronoun ―I

All proper nouns, such as Taj Mahal, Miami, Indian Institute of Science, etc.

Proper names of all people and places;

The first word of a direct quote;

All major words when writing out the title of a song, book article.

Business titles: Is the title capitalized when it comes before the name, or is it? This is an area that often confuses people. Please note, titles should

not be capitalized if they follow the person’s name.

Example:

a) "He left the house early," said John Dean, associate director.

b) "He left the house early," said Associate Director John Dean.

c) We invited Louis Sanches, the mayor of Den brook.

d) We invited Den brook, Mayor Louis Sanches.

"President" should only be capitalized if you are specifically referring to a president of the country or if you are writing about the president of the

country and the title precedes his or her name.

Names of directions when used as parts of the country but not in giving directions.

Example:

a) They thought the Southwest was the most beautiful area of the county.

b) Just turn north on that road and you will be fine.

All days of the week and formal holidays.

5. Colon and Semicolon:

Colons are usually considered quite easy to use. Most people can grasp the colon because the usage rules are pretty straightforward and this

punctuation mark is not used that often. A colon usually introduces something. It might introduce a word, thought or phrase; but its job is usually to

introduce something to the reader.

Example:

• Lisa wanted to talk about one thing: baking cookies.

• Lesley daydreamed all day about the same topic: massages and spas.

• Marco claims to have only three friends in the world: the cat, the dog, and the remote control.

The semicolon is used to connect two sentences together. Using a semicolon can help you avoid a comma splice.

Example: She wanted to bake the chocolate cookies; chocolate is her favorite flavor.

6. Dash:

The dash is not used that often, but there are times when it can be an effective punctuation mark. Dashes are used to group words together in the

middle or near the end of a sentence. They often are used where commas would be used to offset information or make it stand out, but the dash is

chosen instead because you desire to place more emphasis on the information between dashes.

Example:

• Laura Langley – the most trusted person in the office – is going to be getting a promotion.

• Usually, we can see the economic reports, so we know what direction the company is going in – but today we can't.

7. Other punctuation areas:

Exclamation Point: This mark should be used when you really want to express something that is very exciting, a yell, or strong feelings.

Brackets: There are four different kinds of brackets that one can choose from, including the parentheses ( ), square ones [ ], curly or brace ones { },

and angles or chevrons < >. They are used in business writing to add supplemental information.

Example: She is going to go downtown (she hasn't left yet) but needs directions.

Period: The period should be used at the end of every sentence if you are not using another punctuation mark, such as a question mark. It also is

used in abbreviations, especially in those for titles, such as Dr. Linton. It is common to use periods when writing out acronyms and initials.

Paragraphs and Essays:

Essays and paragraphs have analogous structures of writing. The only difference is the elemental object in essays is a paragraph and, in a paragraph,
the elemental object is the sentences.
A paragraph is a group of sentences that have one main idea. This means that each paragraph has a topic (what you are writing about) and a focus
(what you want to say about that topic). In a good paragraph, all of the sentences will be connected to the topic and focus.
An essay is generally a short piece of writing outlining the writer‘s perspective or story. It is often synonymous with a story or a paper or an article.
Essays can be formal as well as informal. Formal essays are generally academic in nature and tackle serious topics.

Introduction, Body and Conclusion paragraphs:

Introduction: This is the first paragraph of your essay. This is where the writer introduces his topic for the very first time. You can give a very brief
synopsis of your essay in the introductory paragraph. Generally, it is not very long, about 4-6 lines. There are plenty of scopes to get creative in the
introduction of essays. This will ensure that you hook the reader, i.e. draw and keep his attention. In order to do so, you can start with a quote or a
proverb. Sometimes you can even start with a definition. Another interesting strategy to engage with your reader is to start with a question.
Body: This is the main crux of the essay. The body of an essay is packed in between the introduction and the conclusion. The most vital and
important content of the essay will be here. This need not be confined to one paragraph. It can extend to two or more paragraphs according to the
content. Usually, we have a lot of information to provide in the body and the mistakes writers generally make is to go about it in a haphazard manner
which leaves the reader confused. So, it is important to organize your thoughts and content. Write the information in a systematic flow so that the
reader can comprehend.
Conclusion: This is the last paragraph of the essay. Sometimes a conclusion will just mirror the paragraph, but make sure the words and syntax are
different. A conclusion is also a great place, to sum up, a story or an argument. You can round up your essay by providing some or wrapping up a
story. Make sure to complete the essays with the conclusion.
THE IMPORTANCE OF INTRODUCTION AND CONCLUSION

Introduction and the conclusion are two of the three main parts of a document. Without an introduction and a conclusion, a document is just a group
of paragraphs. The introduction and the conclusion work together to make the topic and main ideas of the essay clear to the reader.
The Introduction
What is an introduction?
⮚ The first paragraph of an essay is called the introduction.

• Usually five to ten sentences.

• Catches the reader's interest.
• Gives the general topic of the essay.
• Gives background information about the topic.
• States the main point (the thesis statement) of the essay.
The introduction is often organized by giving the most general ideas first and then leading to the most specific idea, which is the thesis statement.
How to write a strong introduction?
⮚ A strong introduction:

• Introduce the topic clearly.

• Gives several sentences of information about the topic.
• States the thesis (the main idea) of the essay.
⮚ Any of the following will make an introduction weak:

• It doesn't give enough information about the topic/gives too much information about it.
• It talks about too many different topics.
• It does not state a clear thesis.
How to make an introduction interesting?
⮚ To make an introductory paragraph interesting for the reader, you can include:

• Interesting facts or statistics

• A personal story or example
• An interesting quotation
The importance of a conclusion
The conclusion is the final paragraph of the essay.
⮚ A good concluding paragraph:

• Summarizes the main points of the essay.

• Restates the thesis (using different words).
• Make a final comment about the essay's main idea.
• May emphasize an action that you would like the reader to take.
A conclusion only restates or gives further commentary on ideas discussed in the essay, hence new ideas should not be included in a conclusion.

TECHNIQUES IN ESSAY WRITING:

Introductory and concluding paragraphs can often be the most thought-provoking elements of a paper/essay, but they can also be the most
challenging to compose. The introduction and conclusion of a paper/essay can be understood as a type of transition. At the beginning, the
introduction serves as a transition by moving the reader from the world outside of your paper/essay to the world within. At the end of the
paper/essay, the conclusion works in the opposite direction by moving readers from the world of your paper/essay back to their own world.

General technique:
Essays need to have a beginning, middle and an end. The introduction should outline the problem, explain why it’s important, and briefly outline the
main arguments. Do not start with a dictionary definition – this is clichéd and boring. It should sum up the main arguments in the middle and finish
with a conclusion that finally answers the essay question. Good essay writing technique means having a well-ordered essay. Make sure you plan
your essay. Make a bullet point list, table, with the main components of your answer and clearly order them. Poor structure is one of the main
reasons to lack clarity. Order your thoughts logically and stick to your essay plan. You may want to use subtitles to help you organize your essay.
Demonstrate your keen conceptual awareness and understanding of the key issues. Do not be vague. Be specific and illustrate your work with
appropriately referenced examples. Use figures
or pictures or maps to illustrate your point. If it’s a ‘compare and contrast’ kind of question, you ‘ll need to demonstrate both sides of the argument.
If it’s a 'define and explain’ kind of question, you’ll need to show that you have a deep understanding of the topic. If it has two parts, divide your
essay into two parts to answer the question. Read widely around the topic before you even start and you’re halfway there.
In the conclusion,
• You need to sum up your arguments.
• Do not introduce anything new at this stage.
• Highlight the most important points and provide a final conclusion.
Remember to proofread the work, critically. Be your worst critic and CUT savagely. Keep your writing clear and simple.
Correct spelling and grammar is a must.
Some general language tips:
• Paragraphs should follow a ‘theme’. They generally consist of more than one sentence.
• Avoid using the same word too frequently or twice in quick succession.
• Do not use clichés, metaphors or similes.
• Do not use abbreviations. Stick to formal English.
• Try to avoid using the first person ‘I’.
• Try to use the active voice rather than the passive voice – it makes for more direct and interesting reading.

PROPOSALS

Whenever a new idea or workable solution for a problem or advice is proposed, it is called a proposal.

Purpose:

i. When the aim of the proposal is to modify or create something that requires a good understanding of technical knowledge and skills, it is called a
technical proposal.

ii. A business proposal is a document that you submit to your company or another enterprise proposing a business arrangement dealing with any
aspect of business, commerce or industry. These proposals help to appraise and improve the existing products and services to meet the ever changing
demands of the market. Sometimes these are also termed as sales proposals when they focus only on increasing the sale of a product or service of a
company.

iii. When we intend to undertake a systematic research, we are required to submit a proposal outlining broadly the basis of the proposed research, its
purpose, scope, significance, limitations, etc. Such proposals also include a reference to the procedures, methods and theories to be followed in
conducting the research. Academic in nature and written with scientific objectivity, such proposals are known as research proposals.
The importance of technical proposals:

i. Proposals serve as an indicator of the growth or progress of a company or organization.

ii. These proposals help to invite other companies or industries for strategic alliances, joint ventures, acquisitions and mergers.

iii. If your proposal presents your business ideas effectively, it may help the company improve its products and services to have a competitive edge.

iv. By sorting out a technical problem, proposals enhance productivity and improve performance.

v. Proposals help in securing technology partnership, fundraising, donation, event sponsorship, tenders or inviting others for participating in an
event.

vi. Successful proposals usually ensure financial gains too for companies.

vii. Research proposals help in creating new methods and procedures and opening new dimensions of concepts which in turn expands the horizon of
knowledge.

Difference between Proposal, Report and Business Plan:

SCIENTIFIC WRITING

Scientific writing is a technical form of writing that is designed to communicate scientific information to other scientists. Depending on the specific

scientific genre—a journal article, a scientific poster, or a research proposal, for example—some aspects of the writing may change, such as its

purpose, audience, or organization.

1. RESEARCH PAPER

A research paper is an expanded essay that presents your own interpretation or evaluation or argument. When you write an essay, you use everything

that you personally know and have thought about a subject. When you write a research paper you build upon what you know about the subject and

make a deliberate attempt to find out what experts know. A research paper involves surveying a field of knowledge in order to find the best possible

information in that field. And that survey can be orderly and focused, if you know how to approach it.

(a)Conference paper

Conference papers can be an effective way to try out new ideas, introduce your work to colleagues, and hone your research questions. Presenting at a

conference is a great opportunity for gaining valuable feedback from a community of scholars and for increasing your professional stature in your

field. A conference paper is often both a written document and an oral presentation. You may be asked to submit a copy of your paper to a

commentator before you present at the conference. Thus, your paper should follow the conventions for academic papers and oral presentations.

(b)Journal paper

A journal is a scholarly publication containing articles written by researchers, professors and other experts. Journals focus on a specific discipline or

field of study. Unlike newspapers and magazines, journals are intended for an academic or technical audience, not general readers.

2. BOOK REVIEW
A book review is a form of literary criticism in which a book is merely described (summary review) or analyzed based on content, style, and merit.

A book review may be a primary source, opinion piece, summary review or scholarly review. Books can be reviewed for printed periodicals,

magazines and newspapers, as school work, or for book websites on the Internet. A book review's length may vary from a single paragraph to a

substantial essay. Such a review may evaluate the book on the basis of personal taste. Reviewers may use the occasion of a book review for an

extended essay that can be closely or loosely related to the subject of the book, or to promulgate their own ideas on the topic of a fiction or non-

fiction work.

MODULE 4 - COMMUNICATION FOR EMPLOYMENT

COMPONENTS OF A FORMAL LETTER:

i. Letterhead/Logo of the company

The sender ‘s address (return address) with the organization name, full address, email, telephone and fax numbers.

ii. Inside address

This is the address you are sending the letter to (reader), which includes the reader’s name and typically, their title also.

iii. Date/Dateline

This is the month, day, and year the sender is actually sending the letter. It is never abbreviated.

iv. Salutation

This is nothing but greeting the reader. The greeting in a business letter is always formal. It normally begins with the word ‗Dear ‘.

v. Subject line

This comes after the salutation/greeting. This is to sum up the purpose of writing the letter in one line. This helps the receiver focus on the subject of
the letter in one glance.

vi. Main Body of the letter

a. Introduction: The sender introduces why they are sending the letter to the reader, and the sender is usually expressing their request in this
paragraph. It is typically very short, maybe only a few sentences.

b. Body: In this paragraph, the sender is using specific examples and details to highlight their request or the information about why they are sending
the specific letter. This paragraph will include several details, and it can potentially be very lengthy.

c. Conclusion: In this paragraph, the sender calls the reader to action. The sender

specifically states what they want to be done from the reader. Also, the sender thanks

the reader for taking the time to read the letter and for completing the request.

vii. Complimentary closing

At the end of your letter, we write a complimentary losing. The words ―Yours Faithfully‖ or ―Yours Sincerely‖ are printed on the left side of the
letter.

viii. Signature Line

The sender includes their signature and a typed version of their name.

Tips on how to write a formal letter:

i. Be concise

ii. Be courteous and considerate

iii. Don’t blame the reader

iv. Avoid being negative

v. Be natural and precise

vi. Be simple and specific

vii. Avoid using clichés and jargon

viii. Keep it direct

ix. Don’t use flowery language or too complicated an expression.

x. Use proper format and presentation

Types of Business Letters:

There are different types of business letters, which are as follows:

i. Acknowledgement Letter

This type of letter is written when you want to acknowledge someone for his/her help

or support when you were in trouble or you required that person’s monetary help or

guidance for the completion of some task.

ii. Letter of Recommendation

This letter is written to recommend a person for a job position or admission in a higher degree or a specialized kind of study programme. The letter
simply states the positive aspects of the applicant’s personality, required skills and how he/she would be an asset to the organization.

iii. Appreciation Letter

We feel good when we are appreciated for our good work. Realizing its importance, an appreciation letter is written to appreciate someone’s work in
the organization. This type of letter is written by a superior to his/her junior.

iv. Acceptance Letter

Although one will often accept a job offer in person, it is a good gesture and a wise

practice to formalize it with a letter. Begin your acceptance letter by thanking whoever has sent you the job offer and then make it clear that you
have decided to accept it.

v. Apology Letter

In the professional world, an apology letter is written for a failure in delivering the

desired results. If the person has taken up a task and he/she fails to meet the target,

then an apology is generally offered.

vi. Complaint Letter

A complaint letter is written to tell someone that an error has occurred and that needs

to be corrected as soon as possible.

vii. Adjustment Letter

A letter that deals with a complaint and claim letter is termed as an adjustment letter.

viii. Inquiry Letter

A letter of inquiry is written to enquire about a product or service. at times, enquires

are also written to find out the status of an order already placed.

ix. Permission Letter

They are widely used to send and receive messages of request, or to seek or grant

permission for utilizing the resources, facilities or services. In the business world, you

may request the management to grant you the authority to do something or take

decisions on authority’s behalf.

x. Invitation Letter

A letter of invitation is sent by an individual or an organization to invite someone to

attend an event. An invitation letter can be formal or personal.

xi. Rejection Letter

These letters are written for declining somebody’s request. It could be declining a

donation, turning down a request for some favour or facility or for denying a candidate a job offer.

xii. Order Letter

This letter can be used as a legal document to show the transaction between the

customer and the vendor.

xiii. Application Letter

The letter of application is just like a sales letter in which you market your skills,

abilities and knowledge. A cover letter is primarily a document of transmittal as it

identifies that an item is being sent. It includes the information like the person to

whom it is being sent and the reason for its being sent.

xiv. Sales Letters

Sales letters are the most interesting and unique in their approach and appeal. Sales

letter is written to advertise and promote a product.

EMAIL WRITING:

In the information age, email has become the dominant form of communication. Being able to write a polished, professional email is now a critical
skill both in college and the workplace. Below are some key distinctions between formal and informal writing, as well as some guidelines to follow
when composing a formal email to a superior (professor, current or prospective employer, etc.) or someone who does not know you.

Reasons for popularity:

· Emails are fast, cheap, easy to operate.

· Emails capture the spirit of the age.

· Emails offer flexibility in tone and style.

· Emails have become legal and valid.

Guiding principles for composition:

· Avoid being abrupt

· Use subject lines effectively

· Start courteously

· Add a warm-up sentence

· Avoid all capital letters

· Use proper spellings

· Avoid acronyms

· Use emoticons and smileys sparingly

· Take care of punctuation marks

· Use salutations and complimentary close

· Identify yourself

Maintaining common etiquette:

· Reply immediately

· Avoid circulating emails to everyone

· Avoid attaching unnecessary files

· Answer all queries

· Avoid sexist language

· Be aware of email jargon

· Keep your mail box uncluttered

· Read and edit your mails

Email Format:

Just like there are formats to write a letter, report, resume etc., there is a format that has to be followed to write an email.

Structure of the mail:

a. Sender:

To, Cc, Bcc:

· To: Use this when you need any action (response) from the person.
· Cc: This is used when a person is just a part of the mail, as in when he/she has to be

informed.

· Bcc: When the mail is to a selected audience, use this to add them.

b. Subject: In brief, mention the topic the email holds.

c. Salutation: The salutation of a formal email is similar to the salutation of a letter. When writing to someone you do not know by name, you put
―To Whom it May Concern. When applying for a job, you would address the person by, ―Dear Hiring Manager. If you do know the recipient’s
name, you put ―Dear Mr./Ms. Smith. ‖ For a formal salutation, you should not use the recipient’s first name or the informal greetings ―Hello or
―Hi.

Some common salutations:

· Dear Dr…

· Dear Mr./Mrs.…

· Dear Ms.…

· Dear Sir/Madam

· Dear Colleagues

· Dear Friends

· Dear Customer

· Dear Reader

· My Dear…

d. Body Paragraphs: It is important to remember that an email needs to be concise. The first sentence, known as the opening sentence, can be a
greeting if the situation allows it.

• I hope all is well with you.

• Thank you for your prompt response.

However, for most formal emails it is best to get straight to the point. Depending on the subject, you should have a maximum of four paragraphs and
each paragraph should contain a single point. It is also important to provide questions in order to prompt a response. At the end of your last
paragraph, you should provide a ―thank you or ―call to action‖ depending on the subject of your email.

• Thank you for your assistance with…

• Thank you for your time and I look forward to hearing back from you.

• Please feel free to call or email me if you have any questions.

• I would appreciate it if this could be taken care of promptly.

e. Closing:

Like the salutation, the closing of a formal email can be the same as the closing to a letter. However, unlike the salutation, there are more options for
a closing.

· Thank you

· Best regards

· Sincerely

· Yours

· Look forward to receiving a mail soon

· Soliciting an early reply

· With warm regards

· With love

· With best wishes

· Thanks and regards

· Feel free to call anytime

· Your enquiries are always welcome

The closing is then followed by your full name. It is also beneficial to add your job position (if applicable) and phone number under your name.

Effective Email Writing:

Make it easy for your reader to read, understand, and take action on your message.

Consider these while writing an email - Subject line, length, tone of voice, language choices and format.

Email Etiquette:

General format:

Basics: Be sure to include the following

· Proper subject line

· Greetings

· Introduction (if necessary)

· Request

· Thank you/ closing remark

· Signature

Dos and Don’ts of an email:

BLOG WRITING:

The word ―blog, a contraction of ―web log, is an informational web page that consists of discrete units called ―post. It is a very popular platform

for expressing some ideas, views and opinions. The blog post is often shorter and less formal than other types of writing. Blogs can be personal,

artistic, academic, or professional. It is a unique form of online publishing that creates opportunities for producing knowledge, sharing research,

building social networks, developing professionally, or documenting personal growth.

Composing a post:

Great blogs are vibrant and visually interesting, but they are thoughtful and purposeful. Every post matter’s for generating and holding attention.
Consider the following principles when composing:

Make a point: While posts do not require a formal thesis or claim, it is important to have an argument, opinion, or purpose in mind when you

compose.

Be concise: Use precise language and coherent syntax to make your posts easy to read.

Post often: Blogs should be updated regularly to hold reader’s interest. Actively generate new and interesting content on a daily or weekly schedule.

Consider inviting guest bloggers: to appeal to diverse readers, broaden your blog’s scope, or refresh your own perspective on the project.

Proofread: Careless mistakes and errors can distract readers and make you appear less credible as a writer.

Create visual interest: Consider which aspects of your content would pair well with visual elements such as photographs, figures, or videos. Break

up large chunks of text with visual elements to make your blog more readable.

Using Multimedia: Audio and visual interest helps to grab a reader’s attention. Blogs give writers the opportunity to use design, images, audio, and

video to supplement their writing. Take advantage of these innovative ways to enhance your presentation.

Here are some guidelines to have in mind when you choose your blog’s multimedia elements:

Use appropriate content: size, and quality. Make sure your chosen images complement the layout of your text visually. Images should be easy to

see without obstructing the text of a post. Choose the highest possible quality image while also making sure it is easy to load. You don’t want your

readers squinting at blurry pixels, but you don't want them to wait 10 seconds for something to load, either.

When linking to an online video: consider using a screenshot from that video as your hyperlink. A screenshot can make a reader more likely to

click on a link. It can provide a visual preview, as well as demonstrate the clip’s relevance to your post.

Attribute your sources: Like ideas, images and videos are someone else’s intellectual property. Whenever possible, provide captions for the reader.

Even a simple caption – (Image courtesy of [Link]) – will help readers identify the object’s origins.

Using Hyperlinks: Hyperlinks are an important part of blogging and can really increase your credibility. They create a sense of conversation, act

like citations in more informal circumstances, and demonstrate that you are engaged with other people’s work.

Tips to Maintain a Successful Blog:

∙ Make post titles eye-catching but also reasonably accurate.

∙ Consider using the tag function in each post. This will help guide readers through your content thematically instead of chronologically. Keep tags

consistent, including punctuation. For example, ―tshirt and ― t-shirt would be regarded as two different tags because of the hyphen.

∙ If your hosting platform allows, link to similar blogs in order to increase your traffic.

∙ Unlike other writing contexts, you may find it difficult to identify your audience when you are composing blog posts. If your blog is public, you

could have a large, diverse, and even global readership. Be aware that you are potentially addressing people with very different knowledge bases and

cultural assumptions than yours.

Handle comments with care. As the blog’s creator, the way you handle dissenting or inflammatory voices set the tone for your readers. Consider

adjusting your platform’s

comment settings if you need to regulate the conversation. For instance, requiring minimum identification to post a comment can address the

problem of inappropriate posts by increasing a writer’s accountability.

MEMOS

Memo is a short form of memorandum. The literal meaning of the word memorandum is a note to assist the memory. Memorandum is singular, its

plural forms are memorandums or memoranda. A memo is used for internal communication between the executives and subordinates or between

officers of the same level. It is never sent outside the organization.

A memo can be used:

● To issue instructions to the staff.

● To communicate policy changes to the staff.

● To give/seek suggestions.

● To request help or information.

● To confirm a decision arrived at on the telephone, etc.

A memo is an official document used mainly for inter-official communication. It is an official record for the tasks/queries carried out in

corporate/governmental organizations. A memo is the valid document which informs the recipient in impersonal terms what to carry out or it can be

a query seeking advice or clarification in regard to an earlier memo issued/received.

There are two types of Memo, INTERNAL AND EXTERNAL. Internal Memo is the most widely used office document within an organization for

the above-mentioned purposes. Memo can be issued by the originator to an individual or group of individuals. It can be between persons holding

responsible positions as well. External Memo is used when two organizations are working in tandem and is used in a very restricted nature.

NATURE AND FORMAT OF RECOMMENDATION MEMOS

The memo format is different from that of a letter. Since a memo moves from one department to another or from one employee to another, it is

essential to write the name of the person sending the memo and the name of the recipient and the designation or department of both the persons. It

must also have reference numbers. The words ‘From’ and ‘To’ are invariably used in a memo. There is no salutation, and the writer’s signature is

put without writing the subscription or complimentary close. The memo is properly dated, is written in direct style, and is as brief as possible. The

tone of a memo need not be very formal, nor it should be so informal that it loses its all seriousness. The recommendation memos are usually used

by an organization when it directs its employee to take up some activity etc., or an authorized functionary of an organization recommends the

appointment of an individual or a firm etc. to deal with. It is a specialized recommendation.

MODULE 5

COMMUNICATION AT WORKPLACE

INTERPERSONAL COMMUNICATION SKILLS:

To effectively communicate and interact with one another, human beings need interpersonal skills. These skills are vital when interacting with other

people as an individual or at a group level. Developing your interpersonal skills enhances your success both personally and professionally. Since

employers understand the importance of these skills in teamwork, they are constantly looking for employees with proper interpersonal skills. With

these skills, an employee will be in a position to effectively communicate with his or her colleagues, clients and customers in the workplace.

Why Interpersonal Skills?

People with strong interpersonal skills are often more successful in both personal and professional lives. They are able to communicate effectively

with others - whether family, friends, colleagues, customers or clients. Interpersonal skills are therefore vital in all areas of life at work, in education

and socially.

What Are Interpersonal Skills?

Interpersonal skills are generally considered to include a wide range of skills, such as:

A. Communication Skills – which in turn covers:

● Verbal Communication – what we say and how we say it;

● Non-Verbal Communication - what we communicate without words, for example through body language, or tone of voice; and

● Listening Skills - how we interpret both the verbal and non-verbal messages sent by others.

B. Emotional Intelligence – being able to understand and manage your own and others’ emotions.

C. Team Work - being able to work with others in groups and teams, both formal and informal.

D. Negotiation, Persuasion and Influencing Skills - working with others to find a mutually agreeable (Win/Win) outcome. This may be considered

a subset of communication, but it is often treated separately.

E. Conflict Resolution and Mediation - working with others to resolve interpersonal conflict and disagreements in a positive way, which again

may be considered a subset of communication.

F. Problem Solving and Decision Making - working with others to identify, define and solve problems, which includes making decisions about the

best course of action.

How to Develop Interpersonal Skills?

1. Smile and Be Appreciative

2. Listen actively and pay attention to others

3. Resolving conflicts

4. Communicate clearly and use humor

5. Understand others and avoid complaining

How to improve Interpersonal skills?

1. Identify areas of improvement.

2. Plan and develop a SMART objective (Specific, Measurable, Action-oriented, Realistic and Time-bound).

3. Focus on your basic communication.

4. Develop a self-image. It helps to improve self-confidence and self-esteem.

5. Self-promotion is equally important. It is not selfish to positively market your skills.

6. Be articulate, concise, enthusiastic, honest and frank.

7. Use language with which you are comfortable but make sure it is powerful.

8. Don’t forget the other side of communicating: listening. This is as important as speaking.

9. Think creatively and solve problems and maximize opportunities with innovative ideas.

10. Organize yourself.

11. Learn to blend with new teams and new people. While working in a team you often learn more than you think you know.

12. Reflect on experiences and improve.

2. NON-VERBAL COMMUNICATION SKILLS

(BODY LANGUAGE):

Face to face communication is of two fundamental types:

1. Verbal Communication

2. Nonverbal Communication

Verbal communication: is the use of words; Language.

Non-Verbal Communication: is made up of voice tone and body language. You gain a lot of information about the other person from the way they

look and how they sound, apart from the words they use. Let us look at each category of non-verbal communication and see what benefits we might

gain.

1. Posture

Posture is how you stand or sit.

“Are you upright or slouching?” or “Straight or bent?”

Stand straight and more erect.

This implies that you have energy and good health and are awake. If you are leaning or slouching, this implies you are lacking in energy, sick or

sleepy. So, learn to sit and stand with a straighter posture.

2. Personal Appearance and Dress

“How are you dressed?” or “Are you well-groomed and tidy or not?”

Generally speaking, people do judge others on appearance.

Your brain says to itself "if it looks like a lion, it is probably a lion".

"If she is dressed in a police uniform, she is likely to be a police officer".

If you look well-groomed and "together"; you will be judged as "together" in other habits; whether that is true or not. If you are scruffy and shabby

in appearance, you are likely to be judged as shabby in other habits, whether that is true or not.

So why risk it. Dress in clothes twice as good and buy half as many. Don't look sloppy.

3. Touch

Sometimes you have to touch people. Touch includes handshakes; you can judge a person from his/her handshake. Make your handshake firm and

slightly longer than is normal. Always make eye contact when you shake hands

4. Gestures

By "gestures" we mean hand gestures. Avoid these at all costs, pointing with your finger and pointing with a pen. Instead, use open-handed gestures

to emphasize points.

5. Facial expression

Facial expression counts for a lot. Smile frequently. A smile will cause people to warm to you, emotionally. Smiling suggests confidence,

friendliness, and success

6. Eye contact

Should you look into the eyes of the other person or not?

The easiest rule is: give as much eye contact as the other is giving you. If they are not looking directly into your eyes, do not glare at them. Reflect

their eye contact back. Don't evade the eye contact of another.

7. Orientation

Orientation is the angle at which you stand or sit relative to the other person. Avoid the square-composition.

8. Proximity

Proximity is the measure of how close you are to the other person. This varies considerably depending on various factors such as the context, the

relationship, the activity, the gender of people involved, the age of people involved, the person’s cultural norms, the person's character, etc. The best

advice on distance is

similar to that for eye contact. Overserve the response of the other person and react accordingly. If the other person is distant – don’t crowd him. If

the other person wants to get close – don’t back away.

Notes for Voice Tone:

Voice tone refers to rate, pauses, pitch, volume and pace.

1. Pauses: Pauses are an essential part of all human interactions. We pause between different thought units. Therefore, if we do not pause while we

speak in professional situations, it only makes our speech appear unnatural and hasty. Pauses lend credibility to the text of the speech and the

speaker appears to be quite accomplished, poised and composed.

2. Rate: Rate refers to the number of words we utter per minute. When you speak in professional situations, try to assess whether you speak too fast

or too slow. Speaking too fast is related to lack of comfort, intimidation by the audience and nervousness. It also makes it difficult for the audience
to comprehend, assimilate and digest what is being said. Similarly, too slow a pace of your speech is most likely to cause monotony and boredom.

The audience may lose interest. It may also suggest lack of preparedness. Studies show that a rate between 125 to 150 words per minute is ideal in

professional situations.

3. Pitch: Pitch is the measure of how high or low your voice tone sounds. It is best to use the lower end of your voice range. Deeper tones imply

more authority and confidence. High pitched squeaky voice suggests immaturity and lack of authority. So, use the lower end of your voice range.

4. Volume: Volume relates to how loud your voice is, generally, it is better to speak slightly louder. A message delivered in a louder voice is judged

to be more confident and more certain. A quiet voice is judged to be lacking in confidence.

5. Pace: The pace is the measure of the speed of delivery. The best general advice is to speak slightly slower. Slower speech delivery gives the

listener time to think about what you are saying. It makes what you are saying seem well-thought-out.

3. GROUP DISCUSSION:

What is a Group Discussion?

A GD is a methodology used by an organization to gauge whether the candidate has certain personality traits and/or skills that it desires in its

members. In this methodology, the group of candidates are given a topic or a situation and then asked to discuss the same among themselves for 15-

20 minutes

What does the GD test you in?

• Body language

• Communication skills

• Self confidence

• Leadership skills

• Listening ability

• Team work

• Time management

What happens in a GD?

Initiation / Introduction

Body of the Group Discussion

Summarization

• Initiation/Introduction:

Ø Initiating a GD is a high profit-high loss strategy

Ø Initiate only if you have in-depth knowledge about the topic

Ø Do not stammer/ stutter/ quote wrong facts and figures

Ø Do not initiate just for the heck of it

• Body of the group discussion:

It is fine if you cannot initiate the discussion. Concentrate on continuing the topic either around the initiated idea or an idea of your own. Use

statements that contain quotes, definition, questions, shock statements, facts, figures, statistics and also short stories. These convey a substantial

thought process. They raise you to a higher spot. But make sure the points you convey are legitimate and are not made upon your assumptions. False

facts and theories can bring down your grades.

• Summarization:

Ø Most GDs do not really have conclusions. A conclusion is where the whole group decides in favor or against the topic

Ø But every GD is summarized. You can summarize what the group has discussed in the GD in a nutshell

Ø Do not bring up new topics at this stage

Ø Avoid stating only your point of view

Ø Keep it brief and concise

Group Discussion Etiquette – Do’s:

• Speak pleasantly and politely

• Respect the contribution of every speaker

• Remember that a GD is not an argument. Learn to disagree politely

• Think about your contribution before you speak

• Try to stick to the discussion topic

• Do not introduce irrelevant information

• Be aware of your body language

• Agree with and acknowledge what you find interesting

• Make points appropriate to the issue

• Make only accurate statements

• Modulate the volume, pitch and tone

• Talk with confidence and self – assurance

Group Discussion Etiquette – Don’ts:

• Do not lose your temper. A discussion is not an argument

• Do not Shout. Use a moderate tone and medium pitch

• Do not use too many gestures when you speak

• Don’t try to dominate the discussion

• Do not draw too much on personal experience or anecdote

• Never interrupt. Wait for a speaker to finish before you speak

• Do not engage yourself in sub – group conversation

• Do not repeat and use irrelevant information

• Do not make fun of any participant even if his arguments are funny