Professional Documents
Culture Documents
Wuc107 Unit 5
Wuc107 Unit 5
WUC 107/03
Workplace Communication
Skills
Meetings and Negotiations
Unit Overview
Welcome to Unit 5 of WUC 107/03 Workplace
Communication Skills. In this unit, we will focus on
meetings and negotiations.
It will help you plan as well as participate
actively and effectively in meetings. You will
learn how to chair meetings and how to make
sure that each meeting serves its purpose.
Agenda
1. Appointment of new Department Head
2. Discussion of product launch
3. Report on production figures
Grammar 5.3
Look at the agenda below. Rewrite each item on the agenda so that
it starts with a noun or noun phrase.
Agenda
1. Pass the minutes of the last meeting
2. Select a place for the dinner
3. Mr. Lee will report on the sales figures
4. Discuss sales strategies
5. Decide on the date of the next meeting
Agenda
1. Confirmation of the minutes of the last meeting
2. Selection of a place for the dinner
3. Report on the sales figures
4. Discussion of sales strategies
5. Date of the next meeting
Vocabulary 5.1
Match each word with people or things it includes.
1. Documents
2. 2. agenda
3. facilities 1. d
4. refreshments
5. equipment 2. f
6. office bearer 3. a
a. conference room, tables, chairs
4. E
b. overhead projector, microphone, 5. b
laptop 6. c
c. chairperson, secretary, treasurer
d. memos, handouts, minutes
e. coffee, sandwiches, fruit
f. meeting objectives, matters arising,
confirmation of minutes of previous
meeting
Vocabulary 5.2
Meeting terminology
A motion is a subject for discussion at a meeting.
A resolution is a decision made at a meeting.
An amendment is a correction made at a meeting. This is
usually done to minutes of the previous meeting.
Minutes: The minutes of a meeting record what was said and
decided upon at a meeting.
Show of hands: This is one way to show that you approve of
something at a meeting. You can be asked to show if you agree by a
show of hands.
Ballot: This is a piece of paper that is used in secret voting. At some
meetings, voting is done by a show of hands. At other meetings,
voting is done by secret ballot.
Off the record: Sometimes, people say certain things they do not
want recorded in the minutes of a meeting. They then say that their
remarks should be “off the record” or not recorded.
In this case, you may want to indicate that every participant should come up
with a possible solution to the problem. This will set everyone thinking before
the meeting so that no one is unprepared.
Choosing an appropriate place for a meeting
The location depends on the size of the group
expected to attend a meeting.
Keep a proper
record.
All minutes must include:
1. The name of the organisation.
2. The date, time and place of the meeting.
3. The names of those who attended and those
who were absent.
4. Approval or amendments made to minutes of
the previous meeting.
5. A brief write-up of the discussion and
decisions made.
6. Actions to be taken.
There are three steps involved in the writing of the minutes of a meeting:
Step 1 " Study the agenda.
Example
Sachet Technology
To: Names of members
From: Name of chairperson
A meeting to discuss the annual company dinner will be
held in the Conference
Room on Monday, 2 March 2014 from 9.00 a.m. to 10.00
a.m. Your attendance will
be much appreciated.
Agenda
1. Apologies for absence
2. Confirmation of minutes of previous meeting
3. Matters rising
4. Selection of venue and date
5. Selection of event organiser
6. Any other business
7. Date of next meeting
Step 2 " Write notes following the agenda.
Take notes in the order of the agenda. Do not write complete sentences.
Example
1. Apologies for absence " Jane Tan, MC
2. Confirmation of minutes of previous meeting " Ajita
Pillai, Denis
3. Matters rising " RM20,000 from CEO for dinner
4. Selection of venue and date
Suggested venue " Traders Hotel, Bayview Pacific Hotel
and Evergreen Hotel
Teana " check on prices by 20 March
Date: Saturday, 25 April
5. Selection of event organiser
Source event organiser; get quotations " John Lim " 20
March
6. Any other business
Retirees in 2014 " to be invited
7. Next meeting " 9.00 a.m. 20 March " Conference Room
8. Adjourned 10.00 a.m
Step 3 " Write the minutes from the notes.
Example
Grammar 5.4
Be careful with grammar when writing the minutes of a meeting.
You will normally use the past perfect tense, simple past tense and
simple future tense when writing minutes.
The simple past tense describes what took place during the meeting.
If you proposed something at a meeting, that should be recorded
in the simple past tense.
Examples
I think he made
I don’t see the a good point.
point
Below are some phrases you may
find helpful.
1. Asking for opinions
• What are your feelings on ... ?
• What do you think of ... ?
• What’s your opinion of ... ?
• Could we hear your opinion of ... ?
2. Giving opinions
• I’m inclined to think ... .
• I think ... .
• My opinion is ... .
• I feel that ... .
• I’m absolutely sure that ... .
• I tend to think ... .
3. Agreeing
• I completely agree with you.
• I agree.
• Well, yes.
• That’s right.
• I couldn’t agree more.
• That seems reasonable.
4. Disagreeing
• I agree up to a point but ... .
• I don’t agree at all.
• I’m afraid I don’t agree with you.
• I totally disagree with you.
• I disagree.
• That’s completely wrong.
Activity 5.5
Complete the conversation below according to the functions stated.
Make use of the words given in brackets.
Amin and Anne are discussing a proposal brought up by Kelvin at
the meeting.
1. Excuse me, I’d like to _________ to that last comment made by Ms. Jasmine.
5. A few members of this group seem to hold a ___________ view of this plan.
6. I think to a certain ______________ the plan might work but we need to have a
good consultant.
If you are a participant at a meeting, then you need to know the purpose and
the final objective of the meeting. You must source for information so that you
will be able to contribute productively at the meeting.
If you have been assigned a task, then make sure you do the necessary
preparation.
The task assigned to you will normally be shown on the agenda.
Participating actively at meetings
There are many ways you can participate actively
at meetings. If you are the chairperson, it is quite
obvious you will automatically be involved.
The right attire, a smile on the face, a firm handshake and the appropriate
greeting should start you off on the right footing. Greet everyone you know at
the meeting and introduce yourself to anyone you do not know.
Examples
The tone of your voice is very important. You can show enthusiasm and
sincerity through your tone of voice and body language. A person who speaks
confidently and with enthusiasm will definitely impress more than one who
mumbles away in a monotone.
Leading meetings effectively
Attention, please?
Most meetings take up too much time or lack sufficient purpose. These are
problems that an effective chairperson can prevent.
1. Dealing with the subject of the meeting so that the meeting achieves its
purpose.
Beginning effectively
The way you start a meeting is of utmost importance. You begin a meeting
by greeting the participants and welcoming them.
Examples
Keeping to the agenda and making sure that you do not allow the members to
digress from the items on the agenda is the only way to make sure that
precious time is not wasted.
The chairperson who uses and follows an agenda is a person who must be able
to manage and control the participants.
Examples
1. digressing
2. clarify
3. other
4. skip
Staying focused
Focus on agenda items. Even if these items are clearly listed and emphasised,
intelligent and committed people may stray from the topic.
To get a meeting back on track, the chairperson can say:
Example
Make sure all items on the agenda are covered and necessary action
taken.
Balancing the discussion
Make sure it is
balanced.
Effective meetings are participatory and good leaders try to get everyone
involved.
Make sure everyone has a chance to offer an opinion.
As chairperson, you need to balance the ideas and opinions presented in the
discussion. You should recognise any opinion presented and ask for others.
Examples
The chairperson’s duty is to ask questions and listen to the answers. You call for
a meeting because you want to listen to the opinions of the participants. Asking
questions, listening to ideas and showing respect for each speaker will help keep
a discussion balanced.
Do remember that structuring your questions the right way will help you get
the opinions and ideas you want.
Ask open-ended questions that will require the participants to express their
feelings or opinions.
1. Whatof do
Examples you think
open-ended will
questions happen if we decide to
reduce production?
2. What do you like about this proposal?
Never ask a close-ended question that requires merely a “Yes” or a “No” as an
answer. These close-ended questions do not give participants a chance to
contribute further to the discussion.
Examples of close-ended questions
1. Do you agree?
2. Do you like the idea?
Activity 5.11
Read the following questions and rewrite them so
they become open-ended questions.
1. Do you think it is a good idea?
2. Do you agree with Tom?
3. Do you support his proposal?
4. Is it the best choice?
5. Do you want to accept the quotation?
Activity 5.11
1. What do you think of the idea?
2. Can we have your opinion about Tom’s suggestion?
3. What are your thoughts about his proposal?
4. What is your opinion of that choice?
5. Can we hear what you have to say about the quotation?
Vocabulary 5.4
Mark each question as either OPEN or CLOSED.
OPEN CLOSED
1. What exactly are you trying to say? [] []
2. What does the device do? [] []
3. How could you explain that in simple [] []
terms?
4. Are we going to vote on that issue? [] []
5. Have you presented our annual budget? [] []
6. Tell me frankly, do you like his idea? [] []
Vocabulary 5.4
1. O
2. O
3. O
4. C
5. C
6. C
Making decisions and delegating assignments and duties
Discussions should not go on for too long. Participants lose interest if the
discussion is too lengthy. A time frame of fifteen or twenty minutes is sufficient
for a discussion of any topic.
Examples
The choice of location and facilities also help determine the success of a meeting.
If you have planned for a lengthy meeting, arrange for breaks and refreshments.
Finish on time and make sure the minutes are written and distributed to the
participants well ahead of the next meeting.
Activity 5.13
Role play
This is a role play activity which will be conducted when you attend the next tutorial
session.
You live in an area where the city council has decided to demolish
all the houses to cater for a highway. All property owners have
been offered compensation based on market value. Some owners
are happy with the offer, some do not want to move for sentimental
reasons and another group wants to negotiate for a better price.
The council president calls for a meeting of all property owners
affected. Below is the agenda for the meeting.
Agenda
1. Opening address by Council President
2. Briefing on property acquisition and compensation by Council
Secretary
3. Update on stand of property owners by Chairman of Residents
Association
4. Discussion of possible solutions
5. Items for future discussion
6. Date of next meeting
Summary
In this section, we discussed how to prepare
for meetings.
. Gather facts about the other party and the negotiating style of
his/her team members. Do also anticipate the position they will
take.
Engage
in a conversation to establish rapport and create the right atmosphere.
Examples
1. It‘s my pleasure to welcome you to … .
2. Welcome to … .
You may want to offer some drinks before you proceed with
the proper negotiation.
Activity 5.14
What is the person doing? Label each sentence or question using
the words below. Some words may be used more than once.
Proposed Agenda
1. Clarify and define the objective
2. Present proposal of contract terms
3. Discuss areas of disagreement
4. Decide on the most acceptable terms
5. Craft and refine an agreement
6. Review and recap the agreement
7. Plan to implement the agreement
8. Decide on follow-up of the outcome
You should also specify and seek agreement on the duration of the
meeting.
Activity 5.16
Match each question with the appropriate response.
1. Do you expect to complete all
of those today?
2. May I suggest we first establish
the agenda?
Activity
3. Should we move on?
5.16
4. How does that sound to you?
1. g
5. How are we doing for time?
2. d
6. Are there any questions so far?
3. b
7. How long will that take?
4. a
a. That sounds fine.
5. c
b. No, not yet. I still want to
6. e
discuss something.
7. f
c. We only have 45 minutes left.
d. Ok. Where do you recommend
we start first?
e. Yes. I’d like to have more
clarification on your first offer.
f. Not more than 5 minutes.
g. Yes, if possible.
Vocabulary 5.6
Choose the most appropriate word in the brackets below.
1. Everyone in the department is (imposed / required / stated) to
attend a training workshop at least twice a year.
2. The main (purpose / negotiation / agreement) of today’s meeting
is to discuss the contract terms proposed by your company.
3. Several of the (sessions / participants / roles) were late because
of the flash flood.
4. This is not a problem existing only in our country. It is a
(formal / global / serious) problem.
5. We (achieve / aim / provide) to reach our target before the
project’s deadline.
6. Impressive! You’ve made your company’s (issue / position /
agenda) very clear in your opening statement.
Vocabulary 5.6
1. required
2. purpose
3. participants
4. global
5. aim
6. position
Stating your position
A negotiation itself is a careful exploration of your position and the other person’s
position, with the goal of finding a mutually acceptable compromise that gives
you both as much of what you want as possible.
If you are the host, ask about the proposal of the other party.
Examples
1. May I ask what your proposal in connection with our company is?
2. What in general are you looking for here?
Activity 5.17
Below are situations which may sometimes arise at the workplace.
These situations do not involve international business. However,
you need to start off politely and phrase your request so that it
sounds reasonable. Study each of the situations and decide what
you will say to start off the conversation and make your request.
Email what you will say to your tutor for comments.
1. It is the policy of the accounting company you are working for
that employees are not permitted to take leave from work during
the month of February every year. This is the period when the
workload is heaviest and deadlines have to be met. You need to
apply for seven days of leave to attend your son’s convocation
ceremony overseas. You meet up with your manager. What will
you say?
When you phrase your goal statement, remember that your goals
must be clear and achievable.
Knowing your alternatives
It is not always possible to achieve your goal in negotiations. So, you should
identify your walk away alternative.
The best alternative to a negotiated agreement (BATNA) is a term you
have to be familiar with in all negotiations. If you are being offered a deal of
less value than your BATNA in a negotiation, you will not accept the deal and
you probably will not proceed with the negotiation. All parties involved in a
negotiation should have a goal and a BATNA. Only then can you negotiate
effectively.
For example, if you have an offer from Hitech, an established computer parts
company, to buy your old laptop for RM500, then your BATNA when dealing
with other interested purchasers would be RM500. You would normally not accept
an offer or terms lower than the BATNA. However, certain considerations (such
as relationship, likelihood that the other party may not keep his/her side of the
bargain, etc.) can result in acceptance of terms below the BATNA.
Below are examples of other offers that may not meet your BATNA but where
you may be willing to close a deal:
• An offer of RM400 by a close relative. (Do you value the relationship
enough for you to give up RM400?)
• An offer of RM550 to be paid in 30 days. (With the extended payment
period, there is a chance of this commitment falling through, by which
time the other party which met your BATNA may not be interested in
the deal anymore.)
Activity 5.19
Write your goal statement and your BATNA for each of the
situations below. Your BATNA should be realistic.
1. Your class has been given three days to complete an assignment.
Your class is asking for an extension of four days. Another class
taught by the same lecturer was given four days to complete
their assignment.
2. You plan to set up a small business with a friend. You need
RM50,000 as initial capital to start the business. Your partner says
he will come up with RM20,000 as he has experience and
contacts which you do not have. You would like him to come up
with 50% of the initial capital. Another friend is willing to partner
with you and he is willing to contribute RM23,000 as initial capital.
He has some experience but fewer contacts.
3. You are representing your company at a follow-up of a previous
business negotiation. Both parties have agreed on the
transaction price but the other party is asking that your company
pays the full cost of shipping. You have had a previous deal with
the same company where they paid 50% of the shipping cost.
4. A breakdown in your production plant resulted in a seven-day
delay in delivery of goods to a customer. The customer has
refused to accept the goods. Another buyer is prepared to accept
the goods at 85% of the original contracted price.
You can write your answer using the guide below:
1. Goal statement: The class will _______________________
____________ .
BATNA: The class will ________________________
____________ .
2. Goal statement: __________________________________ .
BATNA: __________________________________ .
3. Goal statement: __________________________________ .
BATNA: __________________________________ .
4. Goal statement: __________________________________ .
BATNA: __________________________________ .
Activity 5.19
1. Goal statement: The clas s wi l l be given one week to
complete the assignment.
BATNA: The class will be given four days to complete
the assignment.
2. Goal statement: My partner will pay RM25,000 as initial capital
to start the business.
BATNA: My partner will pay RM23,000 as initial capital
to start the business.
3. Goal statement: The customer will pay 90% of the shipping
cost.
BATNA: The customer will pay 50% of the shipping
cost.
4. Goal statement: The customer will accept the goods at 90% of
the negotiated price.
BATNA: The customer will accept the goods at 85% of
the negotiated price.
Knowing your counterpart
In every negotiation, you must know your counterpart. You probably have to
conduct some research on the person’s negotiation style. If the person is of a
different nationality, you will definitely have to find out about the cultural and
negotiation styles unique to your counterpart’s country. The effort you put in
will definitely help you from the initial greeting through the entire process of
negotiation.
Using correct communication skills
For a negotiation to be successful, it is important to maintain an atmosphere of
respect throughout. One way of doing so is through the use of language.
When making requests, it is advisable to use “would like” rather than “want.”
This is a more polite and respectful way of making a request. The word “want”
sounds like a demand.
Example
1. Our position is … .
2. As far as your proposal is concerned, we think that … .
3. We would be willing to …, provided that … .
4. We‘d be prepared to … . However, there would be one
condition.
5. May we offer an alternative? We propose that … .
6. From where we stand, a better solution might be … .
Activity 5.20
Rewrite the following sentences so that they sound more polite and
respectful.
1. I do not agree with the figure you proposed.
2. We cannot accept those terms.
3. You need to change the conditions stated in the proposal.
4. I would like to hear an explanation.
5. I want to hear your counter proposal.
6. We want a guarantee that there is strict quality control.
Activity 5.20
1. I do not think I agree with the figure you
proposed.
2. Perhaps you could modify those terms.
3. Could you change the conditions stated
in the proposal?
4. Perhaps you could give an explanation.
5. Would you like to present your counter
proposal?
6. Maybe you can provide a guarantee that
there will be strict
quality control?
Vocabulary 5.7
What kind of bargaining is used? Label each statement using the
words below. Some words may be used more than once.
We hope you enjoyed this section on negotiations and that you will
put the language skills you have learnt to practice whenever you get
the opportunity to do so, whether be it at home, among friends or
at your place of work.
Self-test 5.2
The following are statements made at different stages in a
negotiation. Respond to each statement accordingly, using the words
provided in brackets.
1. I’m very glad to welcome you.
To return a greeting: ______________________. (happy)
2. Would you like a drink?
To accept: ___________________________
_________________. (kind)
3. I think we should get started.
To propose and ___________________________
to seek for approval: ___________________.
(think, establish a procedure)
___________________________
___________________? (agree)
4. We propose that you start the project this month.
To counter propose: ___________________________
________________. (next month)
5. I think delivery will be sometime in August, this year.
To ask for clarification: ___________________________
____________ ? (a little more specific)
6. We could offer a discount of 5% if you place an order for 10,000
units.
To react negatively: __________________________
_________________. (problem)
7. We can’t agree to that but would you consider a 10% discount
if the order is for 10,000 units?
To accept with condition: _________________________
_________________. (cash terms)
8. I think we cannot come to an agreement.
To terminate a negotiation: ___________________________
__________________.
(adjourn, reconsider our positions)
Summary of Unit 5
Summary
In this unit, you came across various issues related to meetings
and negotiations. You learnt about meeting procedures and the
communication skills required to chair and participate actively at
meetings. You also wrote the agenda of a meeting as well as the
minutes of a meeting. In the course of attempting these exercises,
you practised using appropriate meeting terminology.
MEMORANDUM
To: Jane Lim (Secretary)
From: Rosalind Tan (Manager)
Date: 16 July 2014
MEETING TO DISCUSS OFFICIAL VISIT BY CEO
Please call for a meeting of all heads of department regarding the
above. Friday,
20 July, after lunch should be fine. Will need about 15 minutes to
brief them. Ask
Alex Xavier to come out with a programme for the one-hour visit
to be discussed
at the meeting.
The meeting should be for only an hour as I have to head for the
airport early.
Attendance is compulsory.
MEMO
To: All heads of department
From: Rosalind Tan (Manager)
Re: Official Visit by CEO
Agenda
1. Opening address and briefing Rosalind Tan
2. Presentation of programme for visit Alex Xavier
3. Discussion of proposed programme All
4. Summary of decisions Rosalind Tan
References
About.com (nd) Effective Meetings Produce Results: Before the Meeting http://
humanresources.about.com/od/meetingmanagement/a/meetings_work.htm
(Accessed 27 February 2014)
Brodow, E (2014) Ten Tips for Negotiating in 2014 http://www.brodow.com/Articles/
NegotiatingTips.html (Accessed 26 February 2014)
Business English http://www.learn-english-today.com/business-english/
negotiations_vocabulary.html (Accessed 20 June 2008)
KLS Training (nd) Tips for Chairing Meetings http://www.ksl-
training.co.uk/freeresources/
chairing-meetings/tips-for-chairing-meetings/ (Accessed 26 February
2014)
Miller, R F (1995) ‘Running a meeting that works’, Cassell Business Guide, New
York, Barron’s Educational Series, Inc.
Mind Tools (nd) Running Effective Meetings http://www.mindtools.com/CommSkll/
RunningMeetings.htm (Accessed 27 February 2014)
Negotiation http://en.wikipedia.org/wiki/Negotiation (Accessed 20 June 2008)
Nutting, J, Cielens, M and Strachan, J (1996) The Business of Communication,
3rd edn, Sydney: McGraw-Hill.
The Irish Times (2014) Mastering the Art of Successful Negotiations http://www.
irishtimes.com/business/mastering-
Part A
Unit 1
Upward/downward flow of communication
Types of electronic communication
Internal/external communication
Basic forms of non-verbal communication
Unit 2
The 4 As
Ways of producing a more desirable voice
on the phone
Dealing with assertive callers
Guidelines for making a call
Unit 3
Writing letters using the passive voice
Conveying bad news through letters
Tips for writing memos
4 point framework for letters
Unit 4
Profiling, audience, location
Advantages of speaking from notes
Things to be included in a well written
introduction for a speech
Unit 5
Details included in minutes of a meeting
Rules to remember at meetings
Terms used in meetings
Ways of preparing for a negotiation
Part B
Email/letter and speech