Harare Polytechnic

COURSE WORKPLACE COMMUNICATION

COURSE CODE 502/22/M07

LECTURER MRS VHUTA. V.

 UNIT 1 An overview of communication and concepts

1.1 Objectives

By the end of this Unit students should be able to

❖ 1.1.1 Define communication

❖ 1.1.2 Types of communication

❖ 1.1.3 Explain the process of communication

❖ 1.1.4 Identify the barriers of communication

1.1.1.1 Communication

Communication is the sending and receiving of information and can be one-on-one or between
groups of people, and can be face-to-face or through communication devices. Communication
requires a sender, the person who initiates communication, to transfer their thoughts or encode
a message.

Communication is the actionable transfer of information from one person, group, or place to
another by writing, speaking, or using a medium that provides a means of understanding. Every
communication consists of a minimum of one sender, a receiver, and a message. The
transmission of a message from sender to recipient risks being affected by many things because
communication impacts how people interact. These include the location, medium used to
communicate, the cultural situation, and the emotions involved. However, communication
helps people to interact and share various aspects of life.

1.1.2.1 Types communication

The four types of communication used in the communication process include verbal
communication, non-verbal communication, written communication, and visual
communication.
Verbal communication

Verbal Communication

a) Oral communication

b) Written communication

c) Visual and Audio visual communication

d) Silence

Oral communication

• Communication is done through spoken words.

• Face-to-face talk, telephonic talk, video-chat, television, radio or chat over internet, such as
Skype or WhatsApp.

• Personal traits such as clarity of pronunciation, pitch, slang, volume, speed and influence
oral mode of conversation.

Advantages of Oral Communication

• High level of transparency and understanding

• Quick feedback

• Flexibility

• Time and other resources saving

• Helpful for teamwork

• Best for confidential exchange of information

• Quick resolution of disputes

• Receptive and encouraging

• Facial expressions and body language visible

Disadvantages of Oral Communication

• Informal and no proof of decision

• Poor personal traits, such as stammering, weaker command on language, slang, no coherence
visible

• Less authentic

• May consume long time in meetings

• Requires great attentiveness and receptivity

• No legal standing

b. Written communication

• Communication is written in words or symbols and is transmitted via e-mail, letter, memo.

• Many social media platforms based on Internet are available, where written communication
is posted.

• Meant for mass circulation, instead for an individual written communication is most
commonly used in business and its contents, vocabulary, style, precision and clarity are very
important achieving its objective.

Advantages of Written Communication

• Permanent record and can be used as reference in future.

• Sender can write and re-write to make it error free before sending.

• Presence of the sender and the receiver is not required.

• Sometimes there are complex matters that cannot be talked over in a satisfactory manner. In
the written communication, complex matters can be explained.

• Being a written document, there are no chances of misconception.

• Message can be sent to a large number of people.

Disadvantages of Written Communication

• Time consuming.
• Require good command on the language

• Poorly written communication may create poor impression.

• Feedback is not instant.

Visual and Audio visual communication

“A picture is worth a thousand words”. Audio-visual communication is a combination of sight

and sound personal touch.

Advantages

• Popular

• Supports oral communication

• Easy presentation of complex data

• Helpful for rural clients

• Saves time

• Decision making is quicker

• Helpful in publicity

Disadvantages

• More expensive

• Time consuming

Silence

• Although it may look odd, silence is also a mode of communication

• Anxious or fearful of speaking

• Silence may be an indication of agreement, dissent, anger or frustration.

• Sometimes, silence is rather a golden way of communication, because it may save yourself
from embarrassment or losing your job
ore complex

• Infrastructural problems

Advantages

• Saves from embarrassment

• Self-control

• Attracts appreciation

• Gives time to think

• Sometimes more effective

Disadvantages

• May be misunderstood as shyness

• May infer as lack of confidence

• People may bully

• May be misunderstood as sign of intrigue

2. Non Verbal Communication

• Communication without using words, such as gesture, body language, facial expression.

• Often non-verbal expression supplement the verbal communication.

• Leader often uses gestures, to emphasize certain points.

Non Verbal Communication types

a) Body Language (Kinesics)

b) Facial Expressions

c) Posture

d) Gestures

e) Touch (Haptics)

f) Proxemics

a) Body Language (Kinesics)

• Communicate with body language is called Kinesics Communication.

• Study of the body movements - gestures as a means of communication.

• Body Language - most often used non-verbal communication.

b) Facial Expressions

• Most expressive part of the body.

• Facial expressions distinctly reveal

• Happiness

• Sadness

• Fear

• Anger

• From the facial expressions of a speaker, it is possible to infer whether he is confident, excited,
angry, shy, confused or tired.

For Example, A slack (loose / floppy) face of the speaker may indicate that he/she is not
comfortable with his/her speech.

C) Posture
• Way a person stands or sits.

• Posture of a person while speaking indicates his mental state (relaxed, confident, attentive or
impatient).

• An open posture displays friendliness, warmth, and positivity.

• A closed posture displays boredom, indifference and negativity.

D) Gestures

• Parts of the body particularly hands and face, move to communicate message, either in place
of, or in conjunction with speech.

• 3 main types of gestures: adaptors, emblems, and illustrators.

• Adaptors are touching behaviour and movement that can be targeted towards the self, objects
or others.

• It results from anxiety or uneasiness.

• Emblems are gestures that serve the name purpose as a word.

• Illustrators are the gestures to indicate the size or shape of an object.

• Illustrators are used subconsciously and are largely involuntary.

• Making gestures while speaking on telephone although the other person is not seen.

e) Touch (Haptics)

• Notion of interaction through touch.

• Non-verbal form of communication, touch, carries ethical and moral implications in

educational practice.

• A pat by the teacher on the back of the student is a sign of encouragement and it is many
times more powerful that a verbal communication.

f) Proxemics
• Public Space (12 Feet or more)

• Social Space (4-12 Feet)

• Personal Space (1.5 – 4 Feet)

• Intimate Space (less than 1.5 feet)

g) Olfactics - Communication through sense of smell

h) Chromatics

i) Jewellery3.

j) Written Communication

Visual communication is delivering information, messages, and points by way of graphical

representations, or visual aids.

• Using visual communication in addition to verbal, nonverbal, and written communication,

create an effective way for message to be heard and understood.

For example, slide presentations, diagrams, physical models, drawings, illustrations, any
written message that two or more people exchange.

Written communication is typically more formal but less efficient than oral communication.
For example, letters , Emails , notes , texts , billboards.

Process of communication

The process of communication consists of the following steps or stages:

(i) Message: This is the background step to the process of communication; which, by forming
the subject matter of communication necessitates the start of a communication process. The
message might be a factor an idea, or a request or a suggestion, or an order or a grievance.

(ii) Sender: The actual process of communication is initiated at the hands of the sender; who
takes steps to send the message to the recipient.

(iii) Encoding: Encoding means giving a form and meaning to the message through expressing
it into – words, symbol, gestures, graph, drawings etc.

(iv) Medium: It refers to the method or channel, through which the message is to be conveyed
to the recipient. For example, an oral communication might be made through a peon or over
the telephone etc.; while a written communication might be routed through a letter or a notice
displayed on the notice board etc.

(v) Recipient (or the Receiver): Technically, a communication is complete, only when it
comes to the knowledge of the intended person i.e. the recipient or the receiver.

(vi) Decoding: Decoding means the interpretation of the message by the recipient – with a
view to getting the meaning of the message, as per the intentions of the sender.

It is at this stage in the communication process, that communication is philosophically defined

as, ‘the transmission of understanding.’

(vi) Feedback: To complete the communication process, sending feedback to communication,

by the recipient to the sender is imperative. ‘Feedback’ implies the reaction

Barriers of communication

The various barriers to the process of communication are given as follows.

I. Physical or environmental barriers

II. Physiological barriers

III. Semantic or language barriers

IV. Personal barriers

V. Emotional

VI. Socio- psychological

VII. Cultural barriers

VIII. Organizational barriers

I Physical or environmental barriers: These are environmental factors which limit the sending
and receiving of messages. Often the term Noise is used as a blanket term to refer to this kind.
They include distance, noise, breakdown of communication media, faulty mechanical
equipments, For example, noise, time and distance, wrong choice of medium, surroundings e.g
weather.

Physiological or Biological barriers: Physiological barriers are related to a person’s health and
fitness. These may arise due to disabilities that may affect the physical capability of the sender
or the receiver. Proper functioning of the vocal chords, hands, fingers, eyes is necessary for
effective communication. For example:

Speaking can adversely affected by stammering, fumbling, utterance of improper sounds due
to defective vocal organ. • Listening can be ineffective as a result of defective hearing • Writing
can be failed due to hand injury, numbness, etc. • Reading can be affected due to poor eyesight.

Semantic barriers/ Language Barriers: The term ‘semantic’ refers to the systematic study of
meaning of the words. Semantic barriers are barriers related to language. They cause
obstructions in the process of receiving or understanding of the message during the process of
encoding or decoding ideas and words. For example, misinterpretation of words, vocabulary
deficiency, technical language, multiple meaning of the words in different context And
Connotative meaning: It differs dramatically from denotative meaning. Eg: depart, go, leave,
get out

Personal barriers:

Differences in personal and psychological makeup of individuals may create barrier between
people. They arise from judgments, emotions and social values of people. The following are
some of the most common personal barriers. Attitudes and opinion, lack of self confidence.

Emotional Barriers: Emotional barriers are associated with sentiments and emotions. i.
Blocked mind: Blocked mind considers only limited information and ignores or rejects
additional information. An individual who has a blocked mind is rigid and dogmatic. He resists
all contradictory communication and pays deaf ear to new ideas. ii. Bias and prejudice: if closed
minded people are asked for reasons for rejecting a message, they may reveal prejudices. They
react with anger and give a sharp rebuff who tries to argue with them. This acts as a barrier in
communication. iii. Emotions: One’s state of mind plays an important role in act of
communication. If the sender is worried, excited, afraid, nervous, then he will not be able to
organize his message properly. Similarly if the receiver is not in a proper state of mind, he may
misinterpret the message.

VI Socio-psychological barriers: They are similar to perceptional barriers i. Selective

perception: This means that the receiver selectively see and hear based on their needs,
motivations, experience and expectations. In communication, this tendency means that they
hear what they want to hear and ignore other relevant information ii. Status consciousness:
Differences in status and power between the sender and the receiver may constitute another
barrier. The subordinate feels very jittery, nervous in front of the supervisor and the supervisors
may be reluctant to pass complete information. iii. Prejudices: People who are not open to
discussions, new ideas, viewpoints and have a closed mind may be a great barrier to
communication. iv. Halo Effect: Sometimes the listener may be too much in awe of or
completely distrust a speaker. When there is a lack of sufficient trust, confidence and faith
between the communicating parties, selective listening takes place. In these situations several
types of ‘noise’ enter the communication process. Similarly things like distrust, threat, fear are
vital barriers to effective communication. v. Physical appearance: Receiver may not like the
sender’s physical appearance, voice, pronunciation, accent, use of grammar or mannerism. This
may cause the receiver to discard the content. Communicator’s mood also influences his
capacity to communicate, for eg: he may be tired, sleepy, bored, etc.

VII Cultural Barriers: Culture shapes the way we think and behave. Each group categorized on
the basis of nationality, ethnicity, race, religion, etc. has its own distinctive culture. Cultural
differences often cause communication differences. It arises when individuals in one social
group have developed different norms, values, or behaviors to individuals associated with
another group. The same category of word, phrases, symbols, actions colors mean different
things to different cultures. For example, In western countries black color is associated with
mourning, while in the far east white is the color of mourning. In U.S people love to be called
by their first name, while in Britain, people are addressed by their last name.

Organisational barriers: i. Complex organizational structure: A complex org structure has

long communication channels which subjects to breakdown of communication. ii. Too many
levels in the organization: As the message has to pass through many levels, there are chances
of distortion, delays or total failure of the message. iii. Time and timeliness: time pressures can
be a serious obstacle as messages are hastily and inadequately communicated by managers.

Unit 2 Language and writing skills in business

Use of the correct language style

Concept of the 7cs of written communication

A. Completeness - The communication must be complete. It should convey all facts required
by the audience. The sender of the message must take into consideration the receiver‘s mind
set and convey the message accordingly. A complete communication has following features:
Complete communication develops and enhances reputation of an organization. Moreover,
they are cost saving as no crucial information is missing and no additional cost is incurred in
conveying extra message if the communication is complete. A complete communication
always gives additional information wherever required. It leaves no questions in the mind of
receiver. Complete communication helps in better decision-making by the
audience/readers/receivers of message as they get all desired and crucial information. It
persuades the audience.

B. Conciseness - Conciseness means wordiness, i.e, communicating what you want to convey
in least possible words without forgoing the other C‘s of communication. Conciseness is a
necessity for effective communication. Concise communication has following features: It is
both time-saving as well as cost-saving. It underlines and highlights the main message as it
avoids using excessive and needless words. Concise communication provides short and
essential message in limited words to the audience.

Concise message is more appealing and comprehensible to the audience. Concise message is
non-repetitive in nature.

C. Consideration - Consideration implies ―stepping into the shoes of others. Effective

communication must take the audience into consideration, i.e, the audience‘s view points,
background, mind-set, education level. Make an attempt to envisage your audience, their
requirements, emotions as well as problems. Ensure that the self-respect of the audience is
maintained and their emotions are not at harm. Modify your words in message to suit the
audience‘s needs while making your message complete. Features of considerate
communication are as follows: Emphasize on ―you‖ approach. Empathize with the audience
and exhibit interest in the audience. This will stimulate a positive reaction from the audience.
Show optimism towards audience. Emphasize on ―what is possible‖ rather than ―what is
impossible‖. Lay stress on positive words such as jovial, committed, thanks, warm, healthy,
help, etc.

D. Clarity - Clarity implies emphasizing on a specific message or goal at a time, rather than
trying to achieve too much at once. Clarity in communication has following features: It makes
understanding easier. Complete clarity of thoughts and ideas enhances the meaning of message.
Clear message makes use of exact, appropriate and concrete words.

E. Concreteness - Concrete communication implies being particular and clear rather than
fuzzy and general. Concreteness strengthens the confidence. Concrete message has following
features: It is supported with specific facts and figures. It makes use of words that are clear and
that build the reputation. Concrete messages are not misinterpreted.

F. Courtesy - Courtesy in message implies the message should show the sender‘s expression
as well as should respect the receiver. The sender of the message should be sincerely polite,
judicious, reflective and enthusiastic. Courteous message has following features: Courtesy
implies taking into consideration both viewpoints as well as feelings of the receiver of the
message. Courteous message is positive and focused at the audience. It makes use of terms
showing respect for the receiver of message. It is not at all biased.

G. Correctness - Correctness in communication implies that there are no grammatical errors

in communication. Correct communication has following features: Concept of seven C’s of
written communication.

Application of the Seven Cs

By applying the Seven Cs, written communication becomes more effective, ensuring the
message is well-received and understood by the intended audience. Whether drafting an email,
report, proposal, or any other form of written correspondence, these principles serve as a
valuable checklist for quality assurance.
The use of language

The primary uses of language are informative, expressive, and directive in nature. Language is
used to reason, to express ideas, argue a point, provide directions

Language is one of the most significant means of communication that humans have developed.
It allows for the transmission of complex ideas and personal expression.

Express emotions

Persuade others to act in a certain way

Inform each other of important information

Informative use of language

The informative function of language involves the use of language to communicate facts or
information. It's often used in academic settings, news reporting, and any situation where
objective information needs to be conveyed. For example, a teacher explaining a concept to
students or a journalist reporting news.

Expressive Function

The expressive function of language is all about expressing personal feelings, emotions, and
attitudes. This function is often seen in poetry, novels, and daily conversations. For example,
saying "I love this song!" expresses a personal emotion.

Directive Function

The directive function of language is used to get others to do things. It includes commands,
requests, and suggestions. For example, a teacher might say, "Please, let’s go to the classroom,"
which is a directive statement.
 Influencing Function

The influencing function of language is used to persuade or influence others' thoughts, beliefs,
or actions. This function is often used in advertising, political speeches, and debates. For
example, a politician might use language to persuade voters to support a particular policy.

Relationship Building Function

The relationship-building function of language is used to establish, maintain, or change

relationships with others. This can include language used to show respect, affection, or
establish a sense of community. For example, saying "I'm really glad we're friends" is using
language to maintain a relationship.

Business jargon in appropriate situation

Business jargon refers to words that are only used in business contexts. It is a specialized and
technical expressions or euphemisms used in the business world to communicate ideas. It often
varies from industry to industry and profession to profession.

Benefits of business jargon

Efficiency: Business jargon helps individuals communicate precisely and quickly, saving time
during meetings, reports, and correspondence

Professionalism: Using industry-specific jargon signals professionalism, helping to establish

credibility and authority within a particular field

Collaboration: Jargon ensures that everyone within a specific industry or organization has a
shared understanding of key terms and concepts to help align expectations

Examples of business jargon

Golden handshake
This business term describes a financial payment given to an employee when they leave the
company. It’s a gesture of appreciation for their service and dedication.

Work-life balance

Work-life balance means having a healthy relationship between work and life. It is a commonly
used term in workspaces that promote the overall well-being of the employee and prevent
burnout.

How to avoid barrier to communication at work place

Barriers to communication can be overcome by:

- Checking whether it is a good time and place to communicate with the person

- Being clear and using language that the person understands

- Communicating one thing at a time

- Respecting a person’s desire to not communicate

- Checking that the person has understood you correctly

- Communicating in a location that is free of distractions

- Acknowledging any emotional responses the person has to what you have said.

Selection of words for effective communication

Effective business leaders choose their words carefully, remove buzzwords and jargon from
their vocabulary, and convey their thoughts concisely. They realize that words have the power
to shape history, transform emotions, create actions, and change beliefs.

The words that must be chosen should reflect genuine voice and intention. This authenticity
resonates with audiences and builds trust. Also there is need to avoid using big words
unnecessarily, as they often appear pretentious or insincere. Instead, people should focus on
expressing message clearly and honestly.

Organise written material logically

Notes writing
Effective note-taking in meetings requires focus and proper technique. Here are a few tips that
can help business administration students take better notes.

Active Listening and Engagement

Active listening entails being completely engaged in the lecture. It is advisable to put away
distractions and to maintain focus throughout the lecture. This way, you can capture more
information and retain it better.

Using Abbreviations and Symbols

Using abbreviations and symbols can make it easier to take down notes in a timely manner.
For example, abbreviating "population" to "popn," or "exponential" to "exp," will help you take
down notes faster and more efficiently.

Summarizing Key Points

Summarizing key points is an essential technique. It helps to keep your notes short and precise,
making it easier to remember the material.

Reviewing and Revising Notes Regularly

Regular reviewing and revising of notes are crucial to retaining the information you learned.
It's advisable to review notes after meetings and revise them later to ensure you understand the
material fully.

Presentation of business documents

Business documents are files or records containing details about the external and internal
interactions of a company. They're often essential for a business as they provide information
about the interactions between parties. For example business documents are files or records
containing details about the external and internal interactions of a company. They're often
essential for a business as they provide information about the interactions between parties.

QUOTATION This is a statement of the current price and terms of trade of a product or
service. It is a statement prepared by a supplier of goods or services for a particular order which
shows the current price and terms of trade.

INVOICE
This is a business document prepared by the seller and sent to the buyer whenever goods are
sold. It serves as an evidence/ proof that the goods has been sent or delivered to the buyer. The
invoice sets out the full details of goods sent by the suppliers to the buyer stating the quality,
price, discount given and terms of payment. Invoice gives a comprehensive summary of
transactions involving sales or purchases of goods. Most invoices bear the term E & O.E means
Errors and Omission Expected

CATALOGUE

This is a pictorial presentation of goods and articles available for sale, especially in mail order
business. It is a medium of advertising.

Uses of catalogue

1.It is used to inform the buyers of the details of the goods, as to size, colours, prices and
delivery terms.

2. It can also be used as a quotation or reply to enquiry.

PRICE LIST

This is a document that shows the current prices of the various products of a firm.

Methods of communication in a business context

The right forms and styles of communication build trust, and good communication directly
correlates with a stronger organization.

Face-To-Face Communication

The main form of communication for nearly everyone is in-person. It's easy to get your point
across and communicate the nuances of a situation. Because of the pandemic, society has opted
out of much in-person communication. But if you can meet in person, then do so. It helps
prevent miscommunication and easily gets your feelings across organically. Incorporating
attentive body language, like nodding your head to indicate understanding and encouragement,
is key to effective in-person communication.
Email Communication

Email is used every day in business. It's often thought of as an instant communication method,
but nowadays, most people have full inboxes, so it can take hours or even days to receive a
response. The most effective emails are made up of multiple parts: an introduction, the main
concern and a courteous conclusion. Make sure to always be professional in your tone and be
patient as you wait for a response. If you haven't received a response after four or five business
days, then you should follow up, reiterating your previous statements.

3. Business Meetings

A business meeting with your entire team or department is an ideal way to notify everyone of
an important matter. This can eliminate confusion and answer all questions at one time but
should be used sparingly. Smaller, more regular meetings work well when your team has a
project to work on together. Just as with one-on-one, face-to-face communication, make sure
your body language is positive, make eye contact with people and nod when someone is
speaking to demonstrate attentiveness.

4. Social Media

Social media messaging allows for immediate communication with customers. Social media
can also help you learn more about a client by viewing their profiles before you build a
professional relationship. Using social media to speak with clientele is great for fast replies and
getting your ideas across quickly.

5. Team Messaging Applications

Specific applications for messaging team members like Slack, Telegram and Group Messages
are great for instant communication within your workspace. These apps enable you to focus on
what your team needs to accomplish but still offer everyone involved instant responses when
necessary. Unlike emails, messaging applications are generally considered instant forms of
communication. So when you receive a message, try to respond as soon as possible. If
necessary, you can follow up with more depth and examples in other messages or in person.

Major communication channels are classified as follows

1. Verbal Communication

Face-to-face: In-person conversation where verbal and non-verbal cues are both used.

Phone calls: Communication through telephone calls, allowing for real-time verbal exchange.

Video calls: Communication via video conferencing platforms (e.g., Zoom, Skype), combining
both verbal and visual elements.

Radio/TV Broadcast: Mass communication through audio-visual broadcasts to large audiences.

2. Non-verbal Communication

Body language: Gestures, facial expressions, posture, and eye contact convey messages
without words.

Sign language: A system of communication using hand gestures and facial expressions,
primarily used by the deaf and hard of hearing community.

Written cues: Notes or written signs that convey messages without speech.

3. Written Communication

Emails: Electronic mail for formal or informal communication.

Letters: Traditional written correspondence, often used in professional settings.

Text messages: Short written communication through mobile phones or instant messaging
platforms (e.g., WhatsApp, SMS).

Reports/Documents: Formal and structured written communication used in businesses,

education, and government.

Social media posts: Platforms like Twitter, Facebook, or LinkedIn allow people to
communicate publicly or privately.
4. Digital Communication

Instant messaging (IM): Real-time text communication over the internet (e.g., Slack, Microsoft
Teams).

Online forums: Web-based platforms where users discuss various topics in a more
asynchronous format (e.g., Reddit, Quora).

Blogs and articles: Written content posted on websites or platforms to inform, educate, or
entertain.

Websites: Company or personal websites that serve as a central hub for information sharing.

Podcasts: Audio-based content distributed over the internet, often in series.

5. Visual Communication

Infographics: Visual representations of information or data.

Charts and graphs: Tools for visualizing numerical or statistical data.

Presentations: Visual slideshows (e.g., PowerPoint) used in meetings or conferences to convey

messages.

Signage and symbols: Visual markers that direct or inform (e.g., road signs, company logos).

6. Formal vs Informal Channels

Formal communication: Often used in professional settings, following prescribed channels like
emails, memos, reports, or official meetings.

Informal communication: Casual, unstructured communication such as chats, casual

conversations, or social media interactions.

7. Non-traditional or New Media Channels

TikTok, Instagram, YouTube: Visual platforms that use short-form or long-form videos to
engage users.

Virtual Reality (VR): Immersive communication experience where users interact in a virtual
environment.

Augmented Reality (AR): Integrating virtual elements into the real world for interaction.

8. Public vs. Private Communication

Public communication: Broad distribution of messages to large audiences (e.g., public
speeches, mass media).

Private communication: Direct, personal communication, often one-on-one or in smaller

groups (e.g., phone calls, emails).

Each communication channel has its advantages and is suitable for different contexts and
purposes. The choice of channel depends on factors like the nature of the message, the
relationship between communicators, the urgency of communication, and the audience's
preferences.

Telephone etiquette

Telephone etiquette refers to the set of polite and professional behaviors and practices that
individuals should follow when using the telephone, particularly in a business or workplace
context. Good telephone etiquette helps ensure clear, respectful, and efficient communication,
which can enhance relationships and contribute to a positive image of both the individual and
the organization.

Here are some key aspects of telephone etiquette:

1. Answering the Phone

Pick up promptly: Answer the call within the first three rings, if possible, to demonstrate
attentiveness and professionalism.

Use a friendly, professional greeting: When answering, introduce yourself and your
organization clearly. For example:

"Good morning, this is [Your Name] from [Company Name]. How can I assist you?"

Maintain a positive tone: Even if you're busy, use a pleasant and professional tone to create a
positive impression.

2. Speaking Clearly and Professionally

Speak slowly and clearly: Enunciate your words and avoid rushing. This ensures the caller
understands you and can follow the conversation.

Avoid slang or jargon: Use simple, clear language to ensure that all callers, regardless of their
familiarity with your industry or company, can understand you.

Maintain a polite and respectful tone: Even in stressful situations, keep your tone calm,
courteous, and friendly.

3. Listening Skills

Give the caller your full attention: Avoid distractions while speaking on the phone. This means
no multitasking, like checking emails or browsing the web, during the conversation.

Don’t interrupt: Let the caller speak fully before responding. This shows that you value their
input.

Acknowledge and paraphrase: Repeat or paraphrase important points to confirm your

understanding. For example: "Just to make sure I understand, you're asking about…"

4. Handling Hold

Ask permission before putting someone on hold: If you need to place the caller on hold, always
ask if it’s okay to do so. For example:

"May I place you on hold for a moment while I check that information?"

Keep the hold time short: Avoid leaving someone on hold for too long. Check back in regularly
if it’s necessary to keep them waiting.

Return to the call promptly: When you return, thank the caller for holding and quickly resume
the conversation.

5. Transferring Calls

Explain before transferring: When transferring a call, briefly explain to the caller why you're
transferring them and provide the name and department they will be connected to. For example:

"I’ll transfer you to [Name], who can assist you further with this issue."

Confirm the transfer is successful: If possible, stay on the line until the transfer is complete or
check to ensure the caller was successfully connected to the right person.
6. Leaving Voicemails

Be clear and concise: Leave a brief, to-the-point message that includes your name, your phone
number, the reason for your call, and any follow-up instructions or requests.

"Hi, this is [Your Name] from [Company]. I’m calling regarding [issue/topic]. Please call me
back at [Phone Number]. Thank you!"

Speak slowly and repeat your contact details: Make sure the person can easily jot down your
number by speaking it clearly and slowly.

Be polite: Always maintain a courteous and professional tone, even if you're leaving a message.

7. Handling Difficult or Angry Callers

Stay calm: If a caller is upset or angry, don’t take it personally. Stay calm, and let the person
express their concerns fully.

Empathize and acknowledge their feelings: Demonstrate that you understand the caller’s
frustration. For example:

"I understand how frustrating that must be. Let’s work together to resolve this."

Focus on solutions: Offer clear solutions or actions, and if necessary, escalate the issue to a
supervisor or higher authority.

8. Ending the Call

Summarize key points: Before hanging up, briefly summarize the main points discussed or any
next steps to ensure clarity.

Thank the caller: Show appreciation for their time and business, such as: "Thank you for
calling. Have a great day!"

Wait for the caller to hang up: Allow the caller to end the conversation first, as they may need
a moment to wrap up.

Types of Letters

Business letter

Business letter
A business letter is a formal written communication used to convey information, requests, or
responses in a professional context. It follows a standard format and tone, ensuring clarity and
professionalism. Business letters are commonly used for correspondence between companies,
with customers, clients, employees, or other organizations.

Inquiry Letter: Asking for information or clarification.

Request Letter: Asking for a favor, permission, or action.

Complaint Letter: Expressing dissatisfaction with a service or product.

Thank-You Letter: Expressing gratitude for services, gifts, or actions.

Cover Letter: Accompanying a job application, explaining your qualifications.

Resignation Letter: Formally resigning from a job position.

Informal letter

2. Personal Letters

These are informal letters typically written between friends, family members, or acquaintances.

Thank-You Letter: A personal note expressing gratitude for gifts, kind gestures, or support.

Congratulatory Letter: A letter expressing congratulations for a person’s achievement, such

as a promotion, graduation, or engagement.

Legal Letters

Legal letters are formal letters related to legal matters, often written by legal professionals or
concerned parties.

Demand Letter: A formal letter requesting the fulfillment of a legal obligation or settlement of
a debt.

Official Notices
These are letters used to communicate important information or notices within an organization
or to the public.

8. Cover Letters

Job Application Cover Letter: A letter that accompanies a resume or CV, explaining why the
applicant is qualified for a job.

Portfolio Cover Letter: A letter accompanying a portfolio of work, often used by creative
professionals like designers, writers, and artists.

9. Business Proposal Letters

These letters are used to propose business ideas, partnerships, or deals.

Business Proposal Letter: A letter sent to propose a new business idea, project, or partnership.

Sales Proposal Letter: A letter offering goods or services to potential clients, often in the form
of a sales pitch.

10. Apology Letters

These are written to express regret or apologies for a mistake, error, or any wrongdoing.

Business Apology Letter: A letter used by companies or individuals to apologize for mistakes,
poor service, or product defects.

Personal Apology Letter: A letter expressing regret and apologizing for a personal error,
misunderstanding, or disappointment.

PEA Kiss letter writing

The PEA method is a strategy to organize the structure of a letter, especially when it comes to
professional or persuasive communication. Here's how it breaks down:

Purpose: Start by stating the reason or objective of the letter. Why are you writing? Be clear
about the purpose of your message.
Emotion: Convey the emotional aspect of the message. This could be your feelings, your
opinion, or how you want the recipient to feel about your message.

Action: Finish by outlining what you want the recipient to do, whether it's a request, an offer,
or a next step.

Your Name]

[Your Address]

[City, State, Zip Code]

[Email Address]

[Phone Number]

[Date]

[Recipient’s Name]

[Recipient’s Job Title]

[Company Name]

[Company Address]

Dear [Recipient’s Name],

Purpose: I am writing to express my dissatisfaction with the recent purchase I made from your
online store.

Emotion: I was excited to try the new kitchen appliance, but after only a week of use, it stopped
functioning. I am disappointed, as I expected a higher-quality product based on your company’s
reputation.
Action: I would appreciate it if you could arrange for a replacement or provide a refund for the
defective item. Please let me know the steps to proceed with the return.

Thank you for your attention to this matter. I look forward to resolving this issue promptly.

Sincerely,

[Your Name]

Business report

A business report is a formal document used to communicate information, findings, analyses,

or recommendations regarding a specific business issue or project. Business reports are often
used to inform decision-making, track performance, and communicate between departments or
to stakeholders. These reports can vary in length and complexity, depending on the purpose
and audience.

Key Characteristics of a Business Report:

Purpose: The report typically addresses a specific question, problem, or issue in the business
context, such as market trends, financial performance, or the progress of a project.

Audience: Business reports are usually intended for specific stakeholders, such as company
executives, managers, clients, or team members.

Formal Structure: Business reports follow a standardized structure to ensure clarity and
professionalism.

Types of Business Reports:

Informational Report: Provides data or facts without analysis or recommendations. It is used

to update stakeholders or record events (e.g., progress reports, meeting minutes).
Analytical Report: Involves detailed analysis of data or issues, often leading to
recommendations. These reports may analyze market trends, sales data, or customer feedback.

Research Report: Includes research findings and often includes methods, data, and conclusions
based on detailed research.

Proposal Report: A business report that suggests a course of action or solution, often used to
pitch ideas, request approval, or seek funding.

Progress Report: Tracks the status of a project or task over time, often detailing milestones,
challenges, and next steps.

Annual Report: Summarizes a company's performance over the year, including financial
statements, achievements, and strategic goals.

Functions of reports in organisation

Common Structure of a Business Report:

While the exact format can vary depending on the organization or type of report, most business
reports follow a standard structure, which typically includes the following sections:

1. Title Page

Title of the Report: A clear and descriptive title indicating the subject of the report.

Author's Name: The person or team responsible for writing the report.

Date: The date the report was completed or submitted.

Recipient's Name (if applicable): The person or group for whom the report is intended.

2. Table of Contents

An organized list of the report’s sections and subsections with page numbers for easy
navigation.

3. Executive Summary
A brief summary (usually one page) of the main points of the report, including key findings,
conclusions, and recommendations. It provides busy readers with a quick overview of the
report without reading it in full.

4. Introduction

Purpose of the Report: Explains the reason for the report, the issue being addressed, or the
question being answered.

Scope of the Report: Details what areas the report will cover.

Methodology (if applicable): Describes how the research was conducted or how data was
collected.

5. Findings or Discussion

This is the body of the report, where the main information, research, data, and analysis are
presented.

Data and Analysis: Tables, charts, and graphs may be used to present quantitative or qualitative
data. Any patterns or trends discovered should be highlighted.

Detailed Explanation: The report should explain the findings, insights, or issues in detail. It
may also discuss the implications of the findings.

6. Conclusions

A summary of the key findings from the report’s analysis. It should provide an overview of
what the data suggests or how the problem is understood after the research.

7. Recommendations

Based on the findings and conclusions, this section offers suggestions for action.
Recommendations should be actionable and tailored to the needs of the report’s audience.

8. Appendices (if applicable)

Any additional material that supports the report, such as raw data, detailed charts, or
supplementary explanations. Appendices are referenced in the main body of the report.

9. References
A list of sources consulted or cited in the report, such as books, articles, websites, or studies.
This ensures credibility and allows the reader to verify the information.

Example Structure of a Business Report:

Title Page:

Report Title: "Quarterly Sales Performance Report"

Author: John Doe, Sales Manager

Date: January 21, 2025

Recipient: Senior Management Team

Table of Contents:

Executive Summary ……………………………………………………………. 2

Introduction ………………………………………………………………………. 3

Findings …………………………………………………………………………….. 4

Conclusions ………………………………………………………………………. 7

Recommendations ……………………………………………………………… 8

Appendices ………………………………………………………………………….. 9

Executive Summary:

Introduction:

Findings:

Sales Performance by Region: Product Line Analysis:

Conclusions:

Recommendations:
Appendices:

Appendix A:

Appendix B:

References:

Smith, J. (2023). Market Trends in Consumer Electronics. ABC Publishing.

Doe, J. (2024). "Q4 Financial Review," XYZ Corp.

Tips for Writing a Business Report:

Be clear and objective: Business reports are meant to inform, not to persuade. Keep your
writing factual, concise, and focused on the subject matter.

Use data effectively: Include relevant data, charts, and graphs to back up your points, but ensure
that they are easy to understand.

Be organized: Use headings, subheadings, bullet points, and numbered lists to make your report
easy to navigate.

Proofread and edit: Ensure your report is free of errors in spelling, grammar, and formatting
before submission.

A well-written business report serves as a key tool for informed decision-making and efficient
communication within an organization.

Reports play a crucial role in organizations by serving multiple functions that facilitate
effective decision-making, communication, and performance tracking. Here are the primary
functions of reports within organizations:
1. Communication

Internal Communication: Reports serve as a formal means of communication between

departments, teams, and individuals. For instance, a sales report might be communicated from
the sales team to management to provide updates on performance.

External Communication: Organizations use reports to communicate with external

stakeholders, such as clients, investors, regulatory bodies, or partners. Examples include annual
reports and client progress reports.

2. Decision-Making Support

Reports provide critical information and analysis that assist managers, executives, and other
decision-makers in making informed decisions. For example, a financial report allows
executives to determine whether to approve new projects or investments.

Analytical reports, such as market research or performance reviews, highlight trends,

opportunities, and challenges, influencing strategic choices.

3. Record Keeping and Documentation

Reports serve as an official record of activities, decisions, and outcomes. They document
processes, events, or results, making it possible to review and track the organization's progress
over time.

Reports also serve as legal documentation or evidence in the event of audits, disputes, or
compliance checks.

4. Performance Monitoring and Evaluation

Regular reports, such as performance reports, financial statements, or progress reports, are used
to evaluate the performance of individuals, departments, projects, or the entire organization.

These reports help track if goals and targets are being met, allowing managers to assess success
and identify areas for improvement.

Example: A quarterly sales report helps evaluate how well the sales team is meeting targets.

5. Problem Identification and Solution

Reports can highlight issues, inefficiencies, or challenges faced by the organization. For
instance, an operational report might identify bottlenecks in production or supply chain issues.

By identifying problems early, reports enable the organization to implement corrective actions
and solutions.

6. Planning and Forecasting

Reports help in forecasting future trends or needs by providing insights based on historical data
and current performance. Business plans, financial projections, and market analysis reports are
essential for long-term planning and setting strategic goals.

Forecasting reports might help an organization anticipate demand, plan resources, and set
budgets for the upcoming period.

7. Transparency and Accountability

Reports promote transparency by providing stakeholders with insights into the organization’s
activities, financial health, and progress toward goals. For example, annual reports are shared
with investors to demonstrate how the company is performing.

They ensure accountability by detailing how resources have been utilized, what actions have
been taken, and the results achieved.

8. Compliance and Legal Requirement

Organizations must comply with various regulations, laws, and industry standards. Certain
reports, such as financial statements or health and safety reports, are required by regulatory
authorities to ensure compliance.

Failure to provide accurate and timely reports can result in legal consequences or regulatory
penalties.

9. Resource Allocation

Reports help in resource allocation by providing insights into where resources are needed most.
For example, a budget report might reveal which departments need additional funding, or a
human resources report might highlight staffing shortages.

By evaluating performance and needs, reports guide organizations in allocating resources

effectively and efficiently.
10. Providing Feedback

Reports often provide feedback to employees, departments, or projects. Performance reviews,

for instance, offer feedback to individuals or teams regarding their achievements or areas for
improvement.

Feedback from reports helps align the actions of employees with organizational goals,
improving productivity and outcomes.

11. Risk Management

Reports also play a significant role in identifying and managing risks within the organization.
For example, financial risk assessments, security audits, and compliance reports help recognize
potential risks and develop mitigation strategies.

Reports like risk assessment or incident reports allow organizations to monitor and respond to
risks proactively.

12. Supporting Innovation and Change

Reports provide data and analysis that can highlight areas for innovation or change. For
instance, a market analysis report may reveal a new consumer trend, prompting the
development of new products or services.

The schematic report

Schematic reports are are not submitted as a matter of general practice. They are “ once only”
ad hoc reports usually requested by an authority or someone in a senior position and intended
to provide detailed and factual information on matters of particular concern so that balanced
decisions and improvements can be made.

Layout

- A formal title----- The title should always very formal. For example, A report on……..and
end with the name of the company

- Terms of reference------ terms of reference must be very clear

- Procedure------ Procedure is a point by point account of the method of investigation used to

collect information about the problem described in the terms of reference

- findings- -----This should be the main content of the report.

- Conclusion----- Conclusions are drawn from the findings

- Recommendations ----- Honest opinion of what the reporter think about the solution on the
problem being investigated.

Memorandum

A memorandum (often abbreviated as memo) is a formal written communication used to

convey information, instructions, or decisions within an organization. It is typically used for
internal communication and serves as a record of important information or actions.

Key Features of a Memorandum:

Formal Structure: Memos usually have a standard format, including headings like:

To: The recipient(s)

From: The sender

Date: When the memo is written

Subject: The main topic or purpose of the memo

Concise and Focused: The content is direct and focuses on the main point without unnecessary
details.

Internal Use: Primarily used for communication within an organization rather than with
external parties.

Record Keeping: Acts as a written record of decisions, policies, or communications for

reference.

Uses of a Memorandum:

Announcements: Sharing important information, such as policy changes or updates.

Instructions: Providing clear guidelines or directions to employees or teams.

Requests: Asking for specific actions, feedback, or resources.

Meeting Records: Summarizing key points or decisions made during meetings.

Policy Clarifications: Explaining rules or procedures in detail.

A Notice

A notice is a formal written or printed announcement intended to convey specific information

to a group of people. It is typically brief, clear, and directed to a particular audience. Notices
are commonly used in workplaces, schools, organizations, and public spaces to inform
individuals about important updates, events, or rules.

Key Features of a Notice:

Clear Purpose: It addresses a specific topic or subject.

Concise Content: Uses simple and direct language to convey the message efficiently.

Formal Tone: Maintains professionalism, especially in workplaces or official settings.

Key Details: Includes essential information like dates, times, locations, and instructions.

Audience-Specific: Tailored to the needs or interests of the intended recipients.

Examples of Notices:

Workplace: Policy changes, meeting reminders, safety instructions.

Schools: Exam schedules, holiday announcements, or event details.

Public Spaces: Warnings, prohibitions, or service updates.

In essence, a notice is a structured way to communicate important information efficiently and

effectively.

A memo and a notice are both written communication tools, but they differ in their purpose,
audience, format, and usage. Here's a breakdown of the key differences:
 Aspect Memo Notice

To communicate specific
To inform a group of people
information, instructions, or
Purpose about general announcements,
decisions within an
events, or updates.
organization.

Internal, addressed to specific Broader audience, often

Audience individuals, teams, or intended for everyone in the
departments. organization or public.

Typically written in a general

Structured with headings like
Format format with a clear
To, From, Date, and Subject.
heading/title.

Formal and professional, Formal but concise and focused

Tone
sometimes more detailed. on essential information.

Brief and to the point,

Can include detailed
highlighting the key details
Content explanations, instructions, or
like event, time, or action
decisions.
required.

Sent directly to individuals or Displayed on notice boards,

Medium of
groups, usually via email or sent as circulars, or shared in
Delivery
internal systems. public areas.

- Internal communication of - Announcements of events,

instructions, decisions, or meetings, holidays, or
Usage updates. emergencies.
- Policy clarifications. - General public or
- Requests for action. organizational information.

- A memo outlining new HR - A notice announcing a

policies. holiday.
Examples
- A memo requesting a project - A notice about a scheduled
update. fire drill.
MEMORANDUM

To: Accounting Students

From: Mrs Vhuta

Date: 22 January 2025

Subject: Submission of individual assignment

This memo serves to remind all students to submit their individual assignments by 31 January
2025. Late submission will attract a penalty.

With regards

Mrs Vhuta

TDE coordinator
Components of a notice

A well-structured notice typically includes the following major components to ensure clarity
and effectiveness:

1. Heading/Title

A clear title, usually "NOTICE," at the top of the document to indicate its purpose.

May include the organization's name or logo for identification.

2. Date

The date the notice is issued to indicate its timeliness and relevance.

3. Subject/Title of the Notice

A brief and specific title or subject line summarizing the purpose of the notice.

Example: "Upcoming Staff Meeting" or "Office Closure for Maintenance."

4. Body of the Notice

The main content, which provides:

Purpose: Why the notice is being issued.

Details: Key information such as:

What: The event, update, or issue being communicated.

When: Date and time of the event or action.

Where: Location, if applicable.

Who: The audience or people affected.

Instructions: Any actions required or additional information.

The body should be concise and to the point.

5. Signature/Authority

The name and designation of the person or department issuing the notice.

Adds credibility and accountability to the communication.

6. Contact Information (Optional)

Contact details for inquiries or further clarification, such as a phone number or email address.

7. Footer/Reference (Optional)

A reference number, if the organization uses a system for tracking notices.

Any additional remarks or disclaimers, if needed.