What is Communication?

• Communication is “the transmission of information and meaning from one

individual or group to another.”

• The process of communication is successful only when the receiver

understands an idea as the sender intended it.

Communication Process

Soft skill:

Meeting the Challenges of the Information

• Age: Rapidly changing communication technologies

• Self-directed work groups and virtual teams

• Growing workforce diversity

• Heightened global competition

Listening: A Career-Critical Skill

• Many of us are poor listeners.

 • We listen at only 25 to 50 percent efficiency.

• Poor listening skills affect professional relationships.

• Costly errors may result from poor listening habits.

Barriers to effective listening:

• Physical barriers

• Psychological barriers

• Language problems

• Nonverbal distractions

• Thought speed

• Faking attention

• Grandstanding

Ten Keys to Building Powerful Listening Skills

1. Stop talking and let others speak.

2. Control external and internal distractions.

3. Be receptive and keep an open mind.

4. Listen for main points.

5. Capitalize on lag time.

6. Listen between the lines.

7. Judge ideas, not appearances.

8. Avoid interrupting.

9. Take selective notes.

10. Provide feedback and confirmation.

 Soft skills:

In today's modern society, soft skills play a crucial role in individuals'

success. In your opinion, which soft skill is the most important? Explain
your reasons and provide examples to illustrate.

In today’s world, success in both professional and personal life increasingly depends
on soft skills. Among these, communication stands out as the most essential skill, as
it plays a central role in building relationships, clearly conveying ideas, and
persuading others effectively. I believe that communication skills not only foster a
collaborative environment but also pave the way for personal and career
advancement.

Firstly, communication skills are critical for building strong relationships. In the
workplace or in social settings, clear and effective communication helps establish
trust and mutual understanding, which are essential for any relationship to thrive.
For example, an employee who actively listens to colleagues and expresses ideas
with clarity will likely integrate well into the team, creating a positive and productive
work environment. This ability to connect with others through good communication
not only strengthens teamwork but also creates opportunities for personal
development and recognition.

Secondly, communication is key to conveying ideas accurately and efficiently. Poor

communication often leads to misunderstandings and conflicts, especially in
complex or high-stakes situations. In contrast, a person who can organize their
thoughts and present them in a clear, structured way helps prevent unnecessary
issues. For instance, during team meetings, a communicator who can articulate
ideas precisely will help the group work more efficiently, saving time and fostering a
smoother path to collective goals.

Lastly, effective communication is a powerful tool for persuasion. In various

situations like job interviews, negotiations, or public speaking, the ability to
communicate persuasively can leave a lasting impression. This skill not only
enhances credibility but also achieves desired outcomes. For example, a business
professional who can persuade a client by balancing logic with emotion will more
likely gain the client’s trust and achieve success.

In conclusion, communication is arguably the most valuable soft skill in today’s

society. By helping to build relationships, convey ideas, and persuade others, it is
fundamental to personal and professional success. Therefore, honing communication
skills should be a priority for anyone seeking meaningful achievements.

 Listening: a career-critical skill

Listening is often regarded as a crucial skill in career success. To what

extent do you agree or disagree? Use specific reasons and examples to
support your answer.

In the workplace, listening is frequently highlighted as an essential skill that

contributes significantly to career success. I fully agree that effective listening is
career-critical, as it not only enhances understanding and decision-making but also
strengthens professional relationships and contributes to leadership growth.

First and foremost, listening allows individuals to gain a deeper understanding of

tasks and expectations, leading to better decision-making. In a fast-paced work
environment, it is crucial to comprehend instructions accurately to avoid errors and
improve efficiency. For example, a project manager who listens carefully to client
feedback and team concerns is better positioned to make informed adjustments that
align with the project’s objectives. By understanding details through active listening,
professionals can make sound decisions that benefit both their career progression
and organizational success.

Moreover, listening strengthens relationships and fosters trust within teams. In most
modern workplaces, collaboration is key, and individuals who listen attentively are
more likely to earn the respect and confidence of their colleagues. For instance, an
employee who values others' input and responds thoughtfully creates a positive and
inclusive work environment. This rapport built through listening often leads to
smoother teamwork and increased job satisfaction, both of which are crucial for
long-term career growth.

Finally, strong listening skills are vital for effective leadership. Leaders who listen to
their team members’ ideas, concerns, and feedback can address issues proactively,
thus creating a more productive work environment. Additionally, listening helps
leaders make informed decisions that reflect the team’s collective insights, which
can result in more strategic and impactful outcomes. For instance, CEOs or
managers who prioritize listening tend to foster loyalty among their employees,
which positively impacts organizational stability and success.

In conclusion, I strongly believe that listening is a career-critical skill that contributes

to better decision-making, stronger professional relationships, and effective
leadership. As organizations become more collaborative and dynamic, honing
listening skills is increasingly essential for anyone aspiring to achieve meaningful
career success.

 Barries to effective listening:

In the modern workplace, listening is a crucial skill. However, many people

face barriers to effective listening. What are the common barriers to
effective listening, and how can they be addressed?

In today’s fast-paced workplace, effective listening is fundamental to career success,

teamwork, and leadership. However, several barriers often hinder individuals from
listening effectively. The primary obstacles include distractions, preconceived biases,
and information overload. Addressing these barriers can significantly improve
workplace communication and collaboration.

One of the most common barriers to effective listening is distractions, both internal
and external. Internally, people may be preoccupied with their thoughts or worries,
which hinders their ability to focus on what others are saying. Externally, noisy
environments, interruptions, or digital notifications can prevent individuals from fully
engaging in conversations. To combat distractions, individuals can practice
mindfulness, which encourages them to remain present and attentive. Additionally,
setting aside designated times for discussions in quiet environments can reduce
external distractions and facilitate better listening.

Another barrier to effective listening is preconceived biases, where listeners form

judgments before fully understanding what the speaker is saying. This often leads to
selective listening, where individuals hear only what aligns with their expectations or
beliefs. For instance, in a team meeting, someone might dismiss a colleague’s idea
because of previous disagreements, rather than evaluating the idea objectively.
Overcoming this bias requires practicing empathy and open-mindedness. By
consciously setting aside personal biases and focusing on the content of the
message, listeners can approach conversations with greater objectivity and respect.

Lastly, information overload has become a significant barrier due to the vast amount
of data individuals process daily. When people are overwhelmed with information,
they may struggle to retain key details and lose focus. To manage this, effective
listening involves prioritizing and filtering information. Practicing active listening
techniques, such as summarizing or asking questions, helps listeners focus on
essential points rather than being overwhelmed by excessive information.

In conclusion, distractions, preconceived biases, and information overload are

notable barriers to effective listening in the workplace. By minimizing distractions,
approaching conversations with an open mind, and practicing active listening,
individuals can improve their listening skills, leading to more effective
communication and professional growth.

 Keys to Building Powerful Listening Skills:

Listening is an essential skill in both personal and professional settings.

What are the key techniques for developing strong listening skills, and
why are they important?

Listening is a vital skill that enhances communication, improves relationships, and

strengthens teamwork in both personal and professional contexts. However,
developing powerful listening skills requires deliberate techniques, including active
listening, empathy, and asking clarifying questions. These methods not only improve
understanding but also build trust and lead to more effective decision-making.

One of the most effective techniques for building strong listening skills is active
listening. Active listening involves fully focusing on the speaker without interrupting
or planning a response while they talk. This helps the listener absorb the entire
message. For example, professionals who practice active listening during meetings
can better understand colleagues' viewpoints, which enhances collaboration and
problem-solving. Active listening also involves using non-verbal cues like nodding
and maintaining eye contact, which signals attentiveness to the speaker and fosters
a positive exchange.

Another crucial element in effective listening is empathy. Empathy allows listeners to

put themselves in the speaker's position, making it easier to understand their
emotions and perspectives. This is especially beneficial in conflict resolution and
customer service, where empathy helps create a connection with the other person.
For instance, when a manager listens empathetically to an employee’s concerns,
they not only gather critical information but also build rapport and loyalty. Empathy
reinforces trust, which is essential in any meaningful relationship or collaboration.

Asking clarifying questions is another valuable technique for enhancing listening

skills. When listeners ask questions, they show genuine interest in the speaker’s
thoughts and seek to understand complex information better. This technique is
especially useful in academic and professional settings where important details can
easily be missed. For example, in project discussions, asking for clarification can
prevent misunderstandings, ensuring that team members have a clear and unified
direction.

In conclusion, building powerful listening skills requires active listening, empathy,

and asking clarifying questions. These techniques are crucial because they help
individuals connect deeply with others, prevent miscommunication, and enhance
decision-making. By practicing these methods, people can achieve better outcomes
in both personal relationships and professional endeavors.
  Meeting the Challenges of the Information Age

The Information Age has brought about significant changes in how we live
and work, along with unique challenges. What are some of the main
challenges people face today due to the abundance of information, and
how can they address these challenges?

The Information Age has transformed the way we access, process, and utilize
information in daily life. While these changes have provided unprecedented
opportunities, they also bring challenges, such as information overload,
misinformation, and privacy concerns. Tackling these challenges is essential for
individuals to make informed decisions and maintain a balanced lifestyle.

One of the primary challenges of the Information Age is information overload. With
constant access to vast amounts of information from digital devices, people often
feel overwhelmed and struggle to identify relevant data. This overload can lead to
stress, decreased productivity, and poor decision-making. To address this,
individuals can practice selective consumption by focusing only on sources that are
necessary or credible. Tools like content filters and digital detoxes can also help
manage the flow of information, allowing individuals to concentrate on what truly
matters without unnecessary distractions.

Another critical issue is misinformation. The rapid spread of false or biased

information, especially on social media, has made it difficult for people to discern
fact from fiction. This challenge affects not only individual beliefs but also societal
perspectives on critical issues. Combating misinformation requires developing
critical thinking skills and fact-checking sources before accepting or sharing
information. By becoming more discerning, people can avoid falling prey to
unreliable sources and help maintain a more informed society.

Privacy concerns are another significant challenge in the Information Age. As

personal data is widely shared online, individuals face risks of data breaches and
identity theft. Addressing this requires being mindful of privacy settings on social
media and limiting the amount of personal information shared online. Additionally,
using strong passwords and two-factor authentication can offer an extra layer of
security for sensitive data, reducing the likelihood of cyber threats.

In conclusion, while the Information Age has greatly enhanced access to knowledge,
it has also introduced challenges like information overload, misinformation, and
privacy concerns. By adopting strategies such as selective consumption, critical
thinking, and data protection, individuals can navigate these challenges effectively,
making the most of the opportunities the Information Age offers.

 The Impact of AI on Modern Society

Artificial Intelligence (AI) is transforming various aspects of our lives, from

healthcare to education and beyond. Discuss the potential benefits and
challenges of AI and provide your opinion.

Artificial Intelligence (AI) is reshaping industries and impacting everyday life in

profound ways, offering numerous benefits while also posing significant challenges. I
believe that, although AI holds vast potential to improve productivity and solve
complex problems, it also requires careful management to address ethical, social,
and economic concerns.

One of the primary benefits of AI is its ability to enhance efficiency and automate
repetitive tasks, allowing individuals to focus on more creative and complex work. In
industries such as healthcare, AI algorithms analyze medical data quickly and
accurately, supporting doctors in diagnosing conditions and suggesting personalized
treatments. This not only speeds up the decision-making process but also reduces
human error. Additionally, AI can automate routine tasks in sectors like
manufacturing and retail, improving productivity and cutting costs for businesses.

Another significant advantage of AI is its potential to analyze vast amounts of data,

offering insights that were previously inaccessible. In education, for instance, AI-
driven platforms can assess individual student performance and customize learning
materials accordingly. This personalized approach helps students progress at their
own pace, leading to better learning outcomes. Furthermore, AI’s ability to process
data and identify patterns allows for smarter, more informed decisions in fields like
finance, environmental science, and urban planning.

However, the rise of AI also presents challenges, particularly in terms of job

displacement and privacy concerns. As AI automates jobs, there is a risk of
unemployment for workers in certain sectors, leading to economic disparities and
social instability. To address this, governments and companies must invest in
retraining programs to help workers transition to new roles. Additionally, as AI
systems collect and analyze personal data, privacy becomes a significant concern.
Stricter regulations and ethical frameworks are needed to ensure that data is used
responsibly, and that individuals’ privacy is protected.

In conclusion, while AI offers valuable benefits in terms of efficiency and data-driven

insights, it also poses challenges related to employment and privacy. I believe that a
balanced approach, combining innovation with ethical considerations, is essential to
harness AI’s full potential for the benefit of society.

Chapter 11: Professionalism at work

What is professionalism?

• Desirable workplace behaviour.

• Businesses have an interest in employees who get along and deliver positive
results that enhance profits and boost the company’s image.

Professional behavior

1. Civility

 Treat each other with consideration and respect

 Apology for errors

 Provide constructive feedback

 Avoid personal attacks, rudeness

2. Courtesy
  Be punctual (đúng giờ)

 Notify the other person when running late

3. Appearance

 Good hygiene and grooming

 Appropriate dress and behavior

 Proper business and dining etiquette

4. Tolerance and tact

 Demonstrate self-control

 Stay away from public arguments

 Respect people's privacy

5. Ethics

 Avoid lies

 Avoid conflicts of interest

 Keep confidential information

6. Reliability

 Keep promises and deadlines

 Perform work consistently

 Make realistic promises

Non-verbal Comunication

1. Greeting

 Welcome your partner with a friendly and well-measured handshake. When

shaking hands always get up and make eye contact.

 Greeting in the custom of the other parties can generate good will.

2. Handshake

3. Physical space/Atmosphere

Contructive Critism (Phê bình mang tính xây dựng)

 Use face-to-face communication, keep it private

 Be specific: Your work is often late → The Riverside report was due Thursday
at 5 p.m., and you didn’t hand them in until Friday.

 Use the word we rather than you: You need to meet project deadlines →
We need to meet project deadlines.

 Avoid anger, sarcasm, and a raised voice.

  Encourage two-way communication: It can be hard to hear this type of
feedback. If you would like to share your thoughts, I’m listening.

Providing constructive criticism: Sandwich technique

 Praise: Something positive about the person's performance

 Criticism: clear, specific concern

 Recommendation: action for improvement

Practice providing constructive criticism:

Scenario 1:

Olivia is usually a reliable worker, but recently she's been distracted and submitting
assignments late, including missing last Friday's weekly review report deadline.
Instead of criticize her right away, discuss your concerns with her regarding these
changes and express your desire to help resolve the issues.

Example of constructive feedback:

"Olivia, I always appreciate how productive and reliable you are, but I have
noticed a change in your performance lately. For example, you missed the
deadline for the weekly review report last Friday. Turning in assignments
late is unlike you. I wanted to check in with you to discuss any challenges you
have been facing and understand how I can support you better."

Scenario 2:

Although Joe consistently meets deadlines, his work frequently contains errors.
Yesterday he sent you a report containing several spelling mistakes. It's important to
acknowledge his strengths to enhance his confidence before addressing your
concerns.

Example of constructive feedback:

"Joe, you have impressive time management skills. You complete tasks quicker than
most of the team and rarely turn in your work late. However, I would like to see
you focus on the content of your work. For example, the report you sent
me yesterday having several spelling mistakes that I have underlined. Even
though you submitted it two days early, I had to take additional time to resolve
those errors. I would love to see you taking 15 minutes to review your work before
submitting it."

Scenario 3:

David is enthusiastic and outgoing in meetings but tends to dominate the

conversation. It's important to appreciate his energy while encouraging him to listen
to others' opinions.

Example of constructive feedback:

”David, I loved seeing your passion for reaching our goals during Monday's meeting.
However, I noticed you interrupted several of your coworkers. In the future, I
would like to see you provide space for others during team conversations to allow
everyone's voices to be heard. Not everyone is as comfortable speaking up as you
are, but hearing their perspective can help us utilize the full knowledge and abilities
of our team."

Responding professionally to workplace criticism

• Listen without interrupting

• Determine the speaker’s intent

• Acknowledge what you are hearing: I understand you have a concern.

• Paraphrase what was said

• Ask for more information if needed

• Agree if the comments are accurate

• Disagree respectfully and constructively-if you feel the comments are unfair:
May I tell you my perspective?

• Look for a middle position

Professional meetings
(Before the meeting → During the meeting → After the meeting)

1. Before the meeting

 Determining your purpose

 Deciding how and where to meet

 Organizing an agenda

 Inviting participants

 Preparing meeting location and materials

2. During the meeting

 Getting started on time, preview agenda

 Taking minutes

 Moving the meeting along

 Dealing with conflict

 Handling difficult group members

 Concluding the meeting

 Ending the meeting on time

3. After the meeting

 Distributing minutes

 Completing assigned tasks

Successful Virtual Meetings

  Prepare: Send the agenda, materials, log-in info, quite area

 Tech: internet connection, micro and headphone check, software download.

 Stay focused: Keep the focus on one topic at a time

 Etiquette: actual meeting, don’t be distracted by e-mail, texting, eating,

minimize body movement degrade video quality, dressing, jewelry, don’t yell,
don’t interrupt, eye contact

 Engaging participants

Teamwork

1. Positive Team Behavior

 Set rules and follow

 Analyze tasks and define problems

 Contribute information and ideas

 Show interest and listen actively

 Encourage members to participate

 Summarize points of agreement

2. Negative Team Behavior

 Put down the idea of others

 Insult and criticize

 Waste the group's time

 Fail to stay on task

 Withdraw, don't participate

 Professionalism:

In many professions, professionalism is crucial. What does professionalism

mean in a work context, and why is it important?

Professionalism in the workplace is essential across various fields and has significant
impacts on both individual performance and overall organizational success. In
essence, professionalism encompasses a set of attitudes, behaviors, and attributes
that reflect dedication, competence, and respect. It manifests through qualities like
punctuality, responsibility, integrity, and effective communication skills. Additionally,
maintaining a professional demeanor often requires employees to keep their
emotions in check, ensuring that personal issues do not interfere with work duties.
By setting high standards for behavior, professionalism helps to create a respectful,
productive, and efficient work environment.

One of the primary reasons professionalism is essential is that it fosters trust among
colleagues, clients, and stakeholders. When professionals consistently demonstrate
respect, honesty, and accountability, others are more likely to place their confidence
in them. For example, in fields like medicine or law, professionalism can be the
difference between success and failure. A professional doctor or lawyer builds trust
with patients or clients, which not only enhances the effectiveness of treatment or
legal representation but also contributes to the reputation and credibility of the
institution they represent. This trust is a vital foundation for positive, long-lasting
professional relationships.

Furthermore, professionalism contributes to career advancement. Employees who

are perceived as reliable and competent are more likely to receive opportunities for
promotions and other career growth. Managers and leaders prefer individuals who
consistently uphold the organization’s values and are committed to delivering high-
quality work. For instance, an employee who demonstrates professionalism through
meeting deadlines, addressing problems constructively, and treating others
respectfully is more likely to be valued and rewarded. This not only benefits the
individual but also motivates others to adopt similar standards, creating a culture of
excellence within the organization.

In conclusion, professionalism is a cornerstone of effective work practices. By

promoting trust, enhancing career prospects, and fostering a positive work
environment, professionalism is indispensable for personal and organizational
success.

 Professional behavior

Professional behavior is essential in the workplace. What constitutes

professional behavior, and why is it important?

Professional behavior in the workplace refers to a set of conduct guidelines that

align with a company’s values and standards, creating an environment of mutual
respect, productivity, and trust. At its core, professional behavior includes
characteristics such as accountability, effective communication, respect for others,
and ethical conduct. These behaviors often go beyond merely following rules; they
reflect an employee’s attitude toward their work and their colleagues.

One fundamental aspect of professional behavior is responsibility. This means

completing tasks reliably, meeting deadlines, and taking ownership of one’s actions.
A responsible employee follows through on commitments and proactively solves
problems, demonstrating their reliability to colleagues and supervisors. For example,
when an employee consistently meets deadlines and contributes to group projects
effectively, they reinforce a team culture that values productivity and responsibility.

Another key component of professional behavior is respect. This includes treating

colleagues, clients, and supervisors with dignity and considering their perspectives.
Respectful behavior reduces workplace conflicts and creates a positive, inclusive
environment. Effective communication also plays a crucial role here; listening
actively, using constructive language, and providing feedback tactfully are all forms
of respectful interaction. In professions where teamwork is essential, such as
healthcare or project management, respectful communication is critical for
successful outcomes.
Professional behavior also influences an individual’s career growth. Employees who
exhibit professionalism are often more likely to be promoted and trusted with
additional responsibilities. For instance, leaders often look for people who act
ethically and with integrity, showing that they can handle challenges or confidential
information responsibly. Thus, by practicing professional behavior, individuals can
enhance both their personal career prospects and contribute positively to the
organization’s culture.

In conclusion, professional behavior is foundational to an effective workplace. It

builds trust, fosters respect, and opens paths for career advancement, benefiting
both the individual and the organization. Ultimately, professionalism is a continuous
commitment to doing one’s best while uplifting the work environment for everyone.

 Professional meetings:

Professional meetings are a key aspect of organizational success. What

are the characteristics of a professional meeting, and why are they
important?

Professional meetings are essential to maintaining efficient communication,

collaboration, and strategic planning in any organization. A well-structured,
professional meeting brings team members together with clear objectives, fosters
open dialogue, and encourages focused contributions. Key characteristics of a
professional meeting include setting a clear agenda, maintaining punctuality,
promoting respectful communication, and ensuring follow-up on action items.

One of the primary components of a successful professional meeting is a well-

defined agenda. An agenda outlines the topics to be discussed and the order of
proceedings, providing attendees with a roadmap for the conversation. When
meetings lack structure, they often drift off-topic and consume unnecessary time,
which can lead to frustration and decreased productivity. By setting a focused
agenda, participants are better prepared and can contribute meaningfully to each
point. This approach is especially crucial for decision-making meetings, where clarity
on objectives allows the team to make effective, timely decisions.

Professional meetings also emphasize punctuality and time management.

Respecting start and end times shows consideration for everyone’s schedules and
reinforces a culture of efficiency. Furthermore, adhering to scheduled times keeps
discussions concise and focused, ensuring that every agenda item is addressed
without excessive digression. For example, starting and ending a meeting on time
helps participants remain engaged and productive, allowing them to plan their day
more effectively.

Another important aspect of professional meetings is fostering an environment of

respect and inclusivity. This includes allowing every participant the opportunity to
voice their opinions, listening attentively, and responding constructively. Professional
behavior in meetings can prevent misunderstandings, enhance collaboration, and
strengthen team morale. Moreover, respectful communication encourages
innovative ideas, as individuals feel valued and more willing to contribute their
perspectives.
Finally, effective follow-up on meeting decisions and action items is essential.
Summarizing decisions, assigning tasks, and setting deadlines ensure accountability
and continued progress after the meeting ends. This follow-up demonstrates
professionalism and reinforces commitment to meeting outcomes, leading to more
efficient and results-driven projects.

In conclusion, professional meetings are critical to organizational effectiveness. By

establishing clear agendas, valuing punctuality, fostering respectful communication,
and ensuring follow-up, organizations can maximize productivity and build a
collaborative, result-oriented culture.

 Virtual meetings:

Virtual meetings have become increasingly common in the modern

workplace. What are the key elements of a successful virtual meeting, and
why are they important?

Successful virtual meetings are essential for fostering effective communication,

collaboration, and productivity in remote or hybrid work environments. With the rise
of digital platforms, virtual meetings have become integral to the workplace.
However, to ensure they are efficient and productive, virtual meetings require
special considerations, such as effective preparation, clear communication, the right
technology, and active participation.

A key element of a successful virtual meeting is thorough preparation. This includes

setting a clear agenda and distributing it to participants beforehand. An agenda
provides structure, helps participants prepare relevant materials or questions, and
keeps discussions focused. When everyone knows the meeting’s objectives, it
reduces the likelihood of discussions veering off-topic and ensures that all key issues
are addressed within the allocated time. In addition, assigning roles, such as a
meeting facilitator or timekeeper, can further enhance organization and flow.

Technical readiness is also critical in virtual meetings. Ensuring that all participants
have access to reliable devices, a stable internet connection, and familiarity with the
chosen virtual platform prevents common disruptions. Testing audio, video, and
screen-sharing capabilities before the meeting can prevent technical issues that
interrupt the flow of conversation. Additionally, encouraging participants to join the
meeting a few minutes early can help address any last-minute technical challenges
and ensure punctuality.

Effective communication is another cornerstone of a successful virtual meeting.

Clear, concise communication, along with respectful listening, enables participants
to express their thoughts and actively engage. Using features like “raise hand”
buttons, chat functions, or muting when not speaking can reduce background noise
and ensure that each person has a chance to speak. Visual aids like screen sharing
or digital whiteboards can further enhance understanding, especially in collaborative
brainstorming sessions.

Finally, follow-up after a virtual meeting is essential to reinforce action items and
keep projects on track. Sending a summary email with key points, decisions, and
responsibilities clarifies expectations and keeps everyone aligned on next steps. This
follow-up promotes accountability and maintains momentum on meeting outcomes,
ensuring that goals are met effectively.

In conclusion, successful virtual meetings rely on clear agendas, technical readiness,

effective communication, and actionable follow-up. By adopting these practices,
organizations can make virtual meetings a productive platform for collaboration,
fostering teamwork and enhancing overall efficiency in a remote work setting.

 Teamwork:

Teamwork is an essential component of organizational success. What are

the key elements of effective teamwork, and why is it important?

Teamwork is a collaborative effort where individuals work together to achieve a

common goal, contributing their unique skills and knowledge to produce better
results. Effective teamwork can enhance creativity, improve productivity, and foster
a positive work environment. Essential elements of successful teamwork include
clear communication, mutual respect, defined roles, and shared goals.

One of the most fundamental aspects of effective teamwork is clear and open
communication. In a team, members must share ideas, discuss challenges, and
provide feedback constructively. This transparency prevents misunderstandings,
aligns everyone’s efforts, and ensures that issues are resolved quickly. For example,
in a project team, regular updates and status meetings can help track progress,
adjust strategies, and keep everyone on the same page. Effective communication
fosters trust, which is critical for maintaining morale and engagement within the
team.

Mutual respect and trust are also vital for teamwork to thrive. Each team member
should feel valued and respected for their contributions, regardless of their role or
seniority. When individuals feel respected, they are more likely to collaborate openly,
share innovative ideas, and support one another. Respectful teamwork not only
strengthens relationships but also creates an inclusive culture where diverse
perspectives are embraced. This inclusivity often leads to more creative solutions
and better decision-making, benefiting the entire organization.

Clear roles and responsibilities are also essential for effective teamwork. When each
member understands their specific tasks and how they contribute to the team’s
objectives, they are more likely to work efficiently and avoid duplicating efforts.
Defining roles reduces confusion and ensures accountability, as each person is
aware of what is expected of them. Additionally, it allows team members to
capitalize on each other’s strengths, creating a balanced, well-rounded team where
each individual’s skills are put to the best use.

Finally, having shared goals unites the team and keeps everyone motivated. When
members work toward a common purpose, they are more likely to support one
another and stay focused on the bigger picture, even if individual challenges arise.
Setting measurable objectives helps the team track progress and celebrate
milestones, boosting team morale and reinforcing a sense of accomplishment.

In conclusion, teamwork is crucial for organizational success because it combines

diverse skills, fosters creativity, and strengthens relationships. Through clear
communication, mutual respect, defined roles, and shared goals, teams can achieve
outstanding results that may be impossible to accomplish individually.

Chapter 12: BUSINESS PRESENTATION

Knowing your purpose

 What do you want to accomplish?

 What do you want your listeners to remember or do?

Knowing your audience

 Analyse your audience

 Anticipate its reaction

 Adjust to its needs

 Focus on audience benefits

Content organization and repetition

1. Introduction

 Identify yourself and build your credibility (Position/ Experience/ Education).

 Capture listeners’ attention and get them involved (Question/ Problem/

Promise/ Joke/ Statistics/ Quotation/ Story).

 Preview your main points.

2. Body

 Focus on a limited number of main points (Main selling points/ Benefits/

Features).

 Develop each main point with adequate explanation and details.

 Include transition (Summarise the previous main point + Introduce the next
main point)

3. Conclusion

 Summarise the presentation’s main points

 Call for action

 Encourage Q&A

 Leave the podium gracefully

How to delivery

 Begin with a pause

 Present your first line from memory

 Maintain eye contact

  Control your speaking rate

 Use conversational language

How to deliver

 Show enthusiasm

 Skip the apologies

 Put the brakes on when needed

 Move naturally

 Incorporate hand gesture

 Upright and open posture

Handling Q&A

 Listen carefully

 Stay calm

 Acknowledge and thank

 Paraphrase and clarify the question

 Ask for discussion time if needed

 Be honest and transparent

 Avoid engaging into arguments

 Provide a concise and composed answer

SOME CASE STUDY

Case 1:

BC is a marketing company that provides every service that businesses need to

market themselves online, such as website design, SEO service, and social media
management. It is not only known as the largest marketing company in Ho Chi Minh
City but also one of the best companies to work for. The company has been taking
good care of its employees. It provides benefits that meet employee needs. This
year, BC is going to organize a team-building trip to reward employees for their hard
work and to strengthen coworker relationships. The trip will be hosted at JW Marriott
Phu Quoc, from 25 to 27 August 2018.

Your task:

Imagine you are in charge of organizing this team-building trip. Write an email to
managers of all departments ([email protected]) to inform them about the trip and
ask them to register. Each manager has to provide a list of his/her department’s
staff who will participate in the trip. That list needs to include the staff’s name, date
of birth, and ID

DO IT:
Subject: Team-Building Trip Registration – JW Marriott Phu Quoc, 25-27
December 2024

To: [email protected]

Dear Manager,

I am excited to announce that BC will be hosting a team-building trip this year at JW

Marriott Phu Quoc from 25 to 27 December 2024. We kindly ask for your assistnace
in registering participants from your department.

The three-day trip to JW Marriott Phu Quoc is our way of recognizing and rewarding
everyone's efforts and contributions over the past year. All trip details are included
in the attached PDF. Please share this information with your department and submit
the required details of your staff members who will join the trip. The list should
include the following details for each participant:

● Full Name

● Date of Birth (DD/MM/YYYY)

● ID Number

Please submit your department’s participant list to [email protected] by 30 October

2024. This will help us finalize all arrangements efficiently. This is a great
opportunity for everyone to unwind and strengthen relationships across
departments. We’re looking forward to your team’s participation!

Best regards,

Event Coordinator

BC Marketing

---------

(SIGN and write your name)

[My Name]

[My Position]

BC Marketing Company

Case 2:

Assume that you are a human resource executive of Bechtol, a medium-sized

construction company. Last year, your company failed to manage employees’ leave
(absence). It was impossible for managers to track the availability of human
resources when scheduling new projects. Moreover, some employees started to feel
unfair when some people take too many leaves and others do not take enough
leaves. To solve this problem, HR Department has just designed a new Leave
Request Procedure which is believed to help the company successfully manage
leave policies, maintain a productive workplace, and at the same time stay in
compliance with laws and employment regulations.
According to the new procedure, employees can download the Leave Request form
from company’s website. They must complete the form by indicating the type of
leave to be taken (e.g., vacation, sick, or parental leave), the dates of the leave,
their full name, and staff ID. The completed form is then submitted to their
immediate supervisor for approval. After the supervisor sign that form, it should be
submitted to HR Department for record-keeping purpose. Employees and managers
are able to check employees’ leave balances and availability through the human
resource information system.

Your task: As an HR executive, you are responsible to write an email to all staff
([email protected]) to inform the new Leave Request Procedure.

Subject: New Leave Request Procedure – Important Update

Dear Bechtol Staff,

This email is to inform you about the new Leave Request Procedure that has been
implemented to streamline leave management, maintain fairness in leave allocation,
and comply with employment regulations. Please follow these steps carefully to
ensure your leave requests are processed correctly:

1. Visit the HR section on the company's website and download the Leave Request
Form under the "Forms & Policies" tab.
2. Fill out the form with the following information:
 Full Name and staff ID number
 Start and end dates of the requested leave
 Type of Leave: vacation leave, sick leave, parental leave and bereavement
leave, leave dates, etc.
3. Submit it to your immediate supervisor for approval.
4. Forward the approved form to the HR Department by email at [email protected] or
submit it to the HR office. The submission must be done before your leave starts
for record-keeping purposes.

When requesting leave, please follow these guidelines to enable the company to
effectively manage leave policies, maintain a productive and efficient workplace,
and ensure compliance with laws and employment regulations. If you require further
information or assistance with this process, please reach out to HR at
[email protected].

Best regards,
[Your Full Name]
HR Executive
Bechtol Construction

How is Business Communication important to your future career?

Business communication is essential in any career, especially when planning to work

internationally. Strong communication skills can help you navigate diverse cultural
norms, build relationships, and convey ideas effectively. In a global setting, it’s
crucial for building trust, aligning with varied perspectives, and ensuring clarity in
interactions across languages and time zones.

The Importance of Communication Skills in an International Environment

In today’s globalized world, effective communication skills are essential for
individuals working in international environments. As businesses expand across
borders, employees increasingly work in culturally diverse teams, where clear and
respectful communication is crucial for success. Developing strong communication
skills enables professionals to navigate linguistic and cultural differences, build trust,
and collaborate more efficiently.

One of the main reasons communication skills are essential in a global setting is the
need for cultural sensitivity. Effective communication involves understanding not
only language but also cultural nuances, such as appropriate gestures, tone, and
etiquette. Misunderstandings due to cultural differences can hinder productivity and
cause friction within teams. By developing an awareness of diverse communication
styles and cultural norms, professionals can avoid these challenges and foster more
inclusive work environments.

Clarity in communication is another vital component, especially in multilingual

settings where colleagues may not be native speakers of the primary business
language. Avoiding jargon, speaking concisely, and confirming mutual
understanding help prevent misinterpretations that can lead to costly mistakes.
Clear communication promotes collaboration, as it ensures everyone has a shared
understanding of goals and expectations, regardless of language barriers.

In addition, strong communication skills help professionals build trust and positive
relationships with colleagues and clients worldwide. Trust is foundational in
international business, where relationships often determine success. By
demonstrating respect for cultural differences and listening actively, individuals can
foster rapport, which facilitates smoother, more effective interactions across teams.

Furthermore, communication skills enhance problem-solving capabilities in diverse

environments. International teams may face challenges stemming from time zone
differences, language barriers, or cultural misunderstandings. Being a strong
communicator helps professionals address these issues proactively, facilitating open
discussions that lead to effective solutions. Adaptable communication skills allow
individuals to respond constructively to feedback and adjust their style according to
their audience.

In conclusion, communication skills are invaluable in the global workplace, allowing

professionals to bridge cultural differences, promote collaboration, and drive
success. By focusing on cultural sensitivity, clarity, trust-building, and adaptability,
individuals can excel in international environments and contribute positively to their
organizations.

 List down six dimensions of Professional Behavior at the workplace.

Choose two dimensions and explain how you apply these dimension at
the workplace.

1. Appearance/Appeal

 How to Apply: Dress appropriately for your workplace culture, maintaining a

neat and professional appearance. Pay attention to personal hygiene and
grooming. This demonstrates respect for yourself and those around you. For
 example, if your workplace has a business casual dress code, choose outfits
that fit this standard while expressing your personality.

2. Tolerance/Tact

 How to Apply: Practice patience and understanding toward colleagues'

diverse perspectives and backgrounds. When disagreements arise, approach
them with tact—use language that is respectful and considerate. For instance,
if a coworker has a different approach to a project, acknowledge their
viewpoint and discuss potential solutions collaboratively.

3. Honesty/Ethics

 How to Apply: Uphold ethical standards by being truthful and transparent in

your communications and actions. When faced with ethical dilemmas,
prioritize integrity over convenience. For example, if you discover a mistake in
your work, own up to it and work on rectifying it rather than hiding it.

4. Reliability/Diligence

 How to Apply: Be punctual and deliver on your commitments consistently.

Use time management tools or techniques to stay organized. For instance, set
reminders for deadlines and check in with your team regularly to ensure tasks
are progressing as planned.

5. Collegiality/Sharing

 How to Apply: Foster a collaborative environment by sharing knowledge,

resources, and credit with your team. Actively engage in team activities and
support colleagues in their work. For example, if a coworker struggles with a
task, offer to help or share useful resources, which can strengthen team bonds
and improve productivity.

6. Courtesy/Respect

 How to Apply: Treat everyone with kindness and consideration, regardless of

their position. Use polite language, listen actively, and express appreciation
for others' contributions. For example, make it a habit to thank colleagues for
their assistance and acknowledge their achievements in team meetings.

 To avoid the overuse of positive messages, in what situations could a

positive message potentially be perceived as insincere or manipulative?
How can you avoid this?

Positive messages can be a powerful tool in communication, but their overuse or

inappropriate application can lead to perceptions of insincerity or manipulation. Here
are some situations where this might occur, along with strategies to avoid these
pitfalls:

Situations Where Positive Messages May Be Perceived as Insincere

1. During Difficult Conversations

o Example: If you're providing constructive criticism, using overly positive

language might come off as dismissive of the real issues at hand.
 o Avoidance Strategy: Balance positivity with honesty. Acknowledge the
challenge first, then frame any constructive feedback in a supportive
context.

2. When the Positive Message Contradicts Reality

o Example: If a team is struggling and the manager insists on celebrating

“great progress” when there are significant issues, it may seem
disingenuous.

o Avoidance Strategy: Be truthful about the situation. Offer

encouragement, but also address the challenges directly. For instance,
say, “I see the effort everyone is putting in, but we need to focus on
improving these areas.”

3. In High-Stakes Situations

o Example: In crisis situations, over-optimistic messages can be seen as

trivializing the severity of the issue.

o Avoidance Strategy: Use a measured approach that acknowledges the

gravity of the situation while also encouraging a path forward.
Communicate clearly about the challenges and the efforts being made
to resolve them.

4. Repeated Overly Positive Feedback

o Example: If someone constantly praises minor achievements without

substance, it can come off as empty flattery.

o Avoidance Strategy: Be specific in your praise. Instead of generic

compliments, highlight particular actions or behaviors that were
impactful and explain why they matter.

5. When Team Members are Distrustful

o Example: In environments where there is a history of dishonesty, even

well-intentioned positive comments may be viewed with suspicion.

o Avoidance Strategy: Build trust over time through consistent actions

that align with your words. Use positive messages in conjunction with
transparent communication and follow-through on commitments.

6. Cultural Contexts

o Example: In some cultures, direct communication is valued over

positivity, and excessive positivity may be seen as superficial.

o Avoidance Strategy: Understand the cultural context of your

audience. Tailor your communication style to fit the expectations and
norms of your workplace or audience.

General Strategies to Avoid Perceptions of Insincerity

 Be Authentic: Speak from a place of genuine belief in what you’re saying.

Authenticity resonates more than generic positivity.
  Use Evidence: Support positive messages with data or specific examples.
This adds credibility and shows that your message is rooted in reality.

 Encourage Dialogue: Create opportunities for feedback and discussion. Ask

for input on how team members feel about current projects, fostering a two-
way communication channel.

 Adapt Your Tone: Match your tone to the situation. In serious discussions, a
more somber and thoughtful tone may be more appropriate than an upbeat
one.

 Maintain Consistency: Ensure that your positive messages are consistent

with your actions and decisions. When people see alignment, they are more
likely to view your messages as sincere.

 Email (đã sửa)

Subject: Thanks for sticking with us!

Message:

Dear [Customer's Name],

I just wanted to shoot you a quick message to say thanks for being such a loyal
customer over the years. It's been awesome having you around, and we really
appreciate it. You've been with us for a while, and that means a lot.

If you ever need anything, just let us know. We're always here to help. Oh, and by
the way, we're giving you a sweet discount on your next order, just because, Hope
to see you use it

soon!

Cheers,

[Your name]

[Your Company Name]

Students will revise this email to balance professionalism with warmth while
maintaining a personal touch, ensuring the message still feels genuine and
customer-focused.

Case Study:

You work for TechPlus, an e-commerce company that specializes in selling tech
gadgets and accessories. Recently, one of your customers, Emily Rogers, purchased
a pair of wireless noise-canceling headphones. Unfortunately, when Emily received
the package, she discovered that the headphones were defective-the left earcup
wasn't working at all.

Emily immediately contacted your customer service department, expressing her

frustration with the defective product, as she had been looking forward to using the
headphones for an upcoming trip. She requested either a replacement or a refund
and included details of her order in her email.
As a customer service representative, your task is to write an adjustment message
in response to Emily's complaint. You want to ensure she is satisfied with the
resolution, and you also want to maintain a positive relationship with her as a
customer.

Subject: Your Recent Purchase of Noise-Canceling Headphones

Dear Ms. Rogers,

By [date], you will receive a replacement shipment of the wireless noise-canceling

headphones that you ordered from us.

Our records show that your initial order was delivered on [original delivery date] to
[original shipping address]. Upon learning from your email that the headphones
were defective, we’ve arranged for an expedited replacement. I apologize for the
inconvenience this may have caused, especially as I know you had looked forward to
using them on your upcoming trip. To prevent such occurrences in the future, I will
review our product quality assurance procedures with our fulfillment team to ensure
every item meets our high standards before it’s shipped to our customers.

Your satisfaction is important to us, Ms. Rogers. Although we strive to offer cutting-
edge products at competitive prices, we never want to compromise the quality and
reliability that our customers expect. Customer confidence is the foundation of our
success, and we hope this quick resolution reassures you of our commitment to your
satisfaction.

Sincerely,

[Your Name]
Customer Service Representative
[Your Contact Information]
[Company Website]

Case Study:

You recently purchased a custom office desk from Urban Furniture Designs, but when
the product arrived, it was missing a crucial part: the assembly instructions. You
need the instructions to properly set up the desk, and you would like to request
them as soon as possible.

Your task is to write a direct request email to the company's customer service
department, asking for the missing assembly instructions.

Instructions:

1. Subject Line: Create a clear subject line indicating your request.

2. Opening: Politely state your situation and provide details about your purchase
(e.g., order number, product name).

3. Body:

 Clearly explain what you need (e.g., assembly instructions).

 Include any relevant information to help the company identify your order
quickly, such as the order date or delivery information.
4. Closing: Politely request a quick response or solution and express appreciation for
their help.

Subject: Request for Missing Assembly Instructions for Custom Office Desk

Dear Urban Furniture Designs Customer Service Team,

I recently purchased a custom office desk (Order #[Order number]) from Urban
Furniture Designs, which was delivered on [date]. Upon opening the package, I
noticed that the assembly instructions were missing, and I am unable to properly set
up the desk without them.

Could you please send me the assembly instructions for this specific model at your
earliest convenience? Here are additional details to help locate my order:

 Order number: #[order number]

 Order Date: [date]

 Product: Custom Office Desk, Model #UFD-C123

 Delivery Address: [Your Address]

I understand these things occasionally happen, and I appreciate your support in

resolving it promptly. Thank you very much for your assistance and for the quality
furniture you provide—I’m looking forward to enjoying my new desk!

Best regards,
[Your Name]
[Your Contact Information]