OUMH1203 ENGLISH for WRITTEN COMMUNICATION

TUTOR: MISS ONG GEK SIEW

NAME: ZAMALUDIN B. TAHA

REVISION

TOPIC 1

1. What is the purpose of communication?

The purpose of communication is to get our message across to others.

2. Define Communication and draw the process.

Communication is defined as giving, receiving or exchanging information, opinions or ideas

so that the “message” is completely understood by everybody involved.

Sender Message Receiver

Understand and Understand and

interpreting the interpreting the
feedback message

Receiver Feedback Sender

3. Why is it important to get your message across?

Getting our message across is important to progressing; we can convey

our thought and ideas effectively.

4. Identify 6 stages of communication process that might minimize barriers in communication.

a) Status
b) Cultural differences
c) Choice of communication Channels
d) Length of communication
e) Use of language
f) Disabilities
g) Known or unknown receiver
h) Individual Perceptions/Attitudes/Personalities
i) Atmosphere/Noise/Distraction
j) Clarity of message
k) Lack of feedback

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5. Communicators need to heed what (give 5 main factors) in order to lessen problems in
communication?

a) status / role
b) cultural differences
c) choice of communication channels
d) length of communication
e) use of language
f) disabilities
g) known or unknown receiver
h) individual perception / attitudes / personalities
i) atmosphere / noise / distraction
j) clarity of message
k) lack of feedback

6. What is written communication?

Written communication is communication by means of written symbols and it

communicated by or to or between people or groups. It provides records for future
reference.

7. How can you improve your written communication skills?

You can improve your written communication skills by commencing writing, start writing
in simple plain English. Then move from something concrete to something abstract and
expressive. We have to continually practicing and editing our own work. Thus, we can
avoid making grammatical errors which make our document difficult to read and causes
communication barriers.

8. Explain with the examples the common errors you might face in writing?

a) Confusing language means confusing words that can mislead the reader and cause
communication breakdown or barriers between the writer and the reader. Some
words are ambiguous, bombastic, vague, sexist, trendy exaggerated, inflated and
archaic.

b) Verbosity means the use of too many words. The overuse of words interferes with
understanding.

c) Poor Sentence Structure relates to writing fragments instead of whole sentence and
writing sentences that lack unity. Try to keep your sentence(s) short and compact to
ensure that they are correct, logical and easy to read. Long complicated sentences
can be difficult to read and understand. Word order is important for meaning.

d) Information overload means giving too much information, hence, the reader
becomes overwhelmed and confused. A writer must decide what sort of
information is required in order to produce a clear, concise and relevant written
work.

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9. Name the component which is the minimum acceptable standard in short memorandum
report.

a) Reader’s name
b) Writer’s name
c) Date
d) Subject line or title
e) Body

10. What must be documented?

Any idea, logic or argument or phraseology derived from an outside source must be
documented.

11. What are the factors that affect the choice of methods of communication?

a) cost
b) time
c) confidentiality
d) convention
e) urgency
f) whether written records are required

12. Why people are apprehensive of writing?

People are apprehensive of writing due to:

a) one’s weaknesses as a writer (for example, language deficiencies)
b) too much information in the text
c) wrong choice of channel or format deliverance
d) barriers between the sender and the receiver ( for example: cultural, status, role)
e) too many process

13. What do you need to ensure that your document is easy to read for people at all organization
level?

a) a clear indication of your purpose

b) accurate and objective information
c) suitable headings
d) a suitable order of information

14. How does communication in groups take place?

Communication in groups may be formal or informal. In formal setting, people meet to

discuss subjects stated in the agendas and they make every attempt to settle matters at their
disposal. In an informal setting, matters discussed are of minor importance and this does
not mean that serious matters are not discussed at all.

15. The ‘noise’ in the message may lead to?

a) unnecessary response from the receiver.

b) message is not understood due to language barrier
c) message may be wrongly interpreted

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16. Give short definition / explanation of the following:

a) Channel refers to the line of communication used in the communication process.

b) e-mails refer to electronic mail which allows the user to send and receive messages.
We can communicate with others around the world and participate in the discussion
groups.

Topic 2

1. Why do we write letters?

We write letters to communicate with other people.

2. Why is it that you need to give date and reference numbers to formal letters?

We need to give date reference number to formal letters so that we have a permanent
record.

3. Briefly explain the different parts of a letter. Do you think each part is important? Why?

The different parts of a letter are as follow:

a) The Letterhead or Return address

Your recipient needs to know who sent the letter and where to send his or her reply.
b) The Inside Address
It tells the secretary who the letter is for.
c) Attention Line
We need to communicate with the right person to get things done and we direct the
letter to that person.
d) Salutation
It is polite to offer some form of salutation.
e) The Subject Line
It is to describe your our business with the recipient.

Our letter is incomplete without these parts of the letter.

4. Explain briefly the conventions of letter writing?

The conventions of letter writing are written single spaced in three parts, namely the
introduction, middle (sometimes called the body) and conclusion. The introduction and
conclusion are often made up of one paragraph each. The middle can be stretched to two or
more paragraphs depending on the content.

5. Explain briefly how one should go about writing the middle of the letter?

This part if the letter is to support the introductory paragraph which introduces one idea. If
we are applying for a job, this section is where we provide some details of ourselves. We
can event submit a Curriculum Vitae to give full details on ourselves together with the
letter.

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6. Explain briefly on how to conclude your letter?

This section is to drive our message through. We express our gratitude to our recipient even
if we do not know if he or she will respond positively to our message.

7. What is a formal letter?

A formal letter is letters send by someone in an organisation to someone outside the

organisation as to make their communication formal.

8. What are the reasons of writing follow up letters?

a) To show that we understand what our client requires

b) Whether we can fulfill their requests
c) To express our plan or ideas in clear, precise and easily understood language.

Topic 3

1. Draw Ulric Neisser’s Model of communication.

Guide
New
Informatio
n

Needs
Ideas
Images of the world
etc

Exploratio
n
Affect

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 2. What are the differences between the models of communication by Claude Shannon,
Roman Jakobson, Ulric Neisser and Micheal Polanyi?

Claude Shannon Roman Jakobson Ulric Neisser Micheal Polanyi

Engineer
Based his information
theory on mathematical
theorems.
source channel
receiver
The encoding and
decoding of information is
important to be transferred
His model ignores the
reason people compose
messages. The message
itself is not always the
reason people
communicate. Sometimes
the communication is not
to relay information but to
build and maintain
relationship
Russian Linguist
Intended his model for
spoken communication.
Context
Writer contact reader
Code
message
This does not account for
the motive and such
factors.
The writer and the readers
use the same code in order
to make the
communication simpler.
He fails to take into
account the learning that
goes into neither
communicating nor the
recursiveness in writing
and reading.
Psychologist of cognition
He presents perception as
exploratory and
recursiveness. He applies
it to the writing processes.
Guide New
Information
*Needs
* Ideas
*Images of
the world
Exploration Affect
We write guided by our
ideas, beliefs and
motivation. As we write,
we explore, discover and
learn. Information
produced starts us with
new ideas, then new ideas
influence our beliefs and
exploration begins again
and again.
Writing process as
motivated, exploratory and
recursive.
Philosopher
Believes in the “Tacit
dimension”
A person discovers
meaning in an experience.
The person writes
something likes poems,
essays, etc.
Writer texts reader
or a
total
stranger
The text does not convey
the original experience to
the reader instead meaning.
The model highlights on
the importance of
interpretation.

3. Discuss Roman Jakobson’s model in detail.

He is a Russian Linguist and he intended his communication model for spoken

communication. Some argues that his model does not apply to written communication at
all, although this is debatable.
His model takes into account the writer, reader, context, message, contact, and code.
It does not account for the motive and such factors.

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 The contact is our medium, can be simple as a poster on a wall. The code is the
language you write in. If the writer and the readers use the same code then
communication is much simpler. The code also includes the alphabet you use, the discourse
conventions you use and such things.
Roman Jakobson’s model borrows from Claude Shannon’s model transmission via
channel. He fails to take into account the learning that goes into neither communicating nor
the recursiveness in writing and reading.

4. Discuss Micheal Polanyi’s model in detail.

He is a philosopher. His work contributes to our understanding of communication.

He believes in the “tacit dimension”; the fact that we know more than we can say and than
we often say more than we realize.
In this model, a person discovers meaning in an experience. Someone who read the
text discovers meaning in it. The reader may be the writer himself or a complete stranger.
The important implication of this model is that the text does not convey the original
experience to the reader instead it conveys meaning. The meaning the readers discover in
the text may not be the meaning intended by the writer. Many texts do not convey a single,
unequivocal meaning to all readers.

This model highlights on the importance of interpretation as the model based on Ulric
Neisser’s work.

5. What do you thinks signs and symbols refer to in the process of communication?

Signs can be anything that is used to point or stand for something else.
As for symbols, they are signs we use to refer to complex things.

6. How do you interpret literature?

In literature the symbols are portrait in the form of allegories which can be interpreted to
reveal a hidden meaning.

7. What is sign, symbols and metaphor? Give examples for your explanation.

a) Signs can be used to represent anything such as ideas, experiences, images, objects,
feelings, concepts and everything else. Words are signs. The things represented by
these signs need not be present when we use the signs. For example, when we use
names to talk about people, they need not to be there when we talk about them.
Signs are used in contexts which are in turn played a major role in helping us
understand the signs. We understand road signs because they are placed on
roadsides. A simple and conventional use of sign is called literal meaning.

b) Symbols have complex meaning in addition to the literal meaning. Sometimes, the
literal meaning of the symbol may take little or no sense, so the complex meanings
take precedence. The more significant or important the symbol, the more meanings
it embodies. In some cases, the meanings may even contradict each other.

For example, yellow is the royal colour of our country because it portrait the
leadership of our Yang Di-pertuan Agong. This symbol does not refer to other
countries.

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 c) A metaphor is also like a symbol. It is a statement, phrase or word that stands for
something else. The business world has plenty of these, used in everyday
communication. For example, you receive a letter of complaint saying that the
orange juice you sent was “not up to your standards.” This phrase can really mean
something like” your delivery was tasteless and we are going to buy our stock from
someone else from now on.”
The problem with metaphors is that they can be usable and if you do not keep up
with changes, you can be easily misunderstand the message.
Topic 4

1. How do you write a good report?

a) Gathering the relevant data of the project carried out, collecting relevant information
on target topic or developing the theory that will form the foundation of your report.
b) Sorting, categorizing and analyzing the project data, information on target topic or
experiment results.
c) Planning and outlining the report in the appropriate style and conventions.
d) Drafting the report.
e) Revising and editing the draft, and preparing the final draft.

2. How do you gather data?

a) Make note on how you want your data presented in the report.
b) Note your opinions and the information relating to your opinions.
c) Document your plan in detail.
d) Keep progress notes.

3. Why do you need to analyse and sort the data?

At this stage, we have to decide what actually we want to tell our readers.

4. List the steps of analyzing and sorting of data.

a) Write down all your results and observations (your data) in no particular order.
b) Note down all the opinions you gained when initially gathering the data.
c) Note down new ones you gets as you are compiling these older opinions.
d) Choose the ones that you need.
e) Arrange all your data in the order of their importance.
f) Sort out the data you want to put into your conclusion.
g) Turn your points into illustrations to help you present them.
h) Outline your final report and draft it.

5. Is outlining necessary?

It is necessary because it helps us write a clear report which is organised, concise and easy
to read.

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6. What are the differences between typical report and technical report?

If you are writing a typical report, your headings may include:

 Summary
 Introduction
 Symbols
 Theory
 Analysis
 Results and discussion
 Summary of results
 Conclusions
 Concluding remarks
 Appendix
 References

If you are writing a technical report, your outline may include:

 Apparatus
 Test specimens
 Test procedure
 Sample calculation

7. Why do you need to add introductory and transition paragraphs?

We need to add introductory and transition paragraphs to make things flow smoothly in a
report.

8. What do you normally do when you edit your second draft?

Check for style and look at how you want to say things and are they easily understood.

9. Is revising draft important? Why?

Revising draft is important, to make sure that our report effective.

10. Explain stages of revision.

a) In Stage One, we have to check and make sure that we have included all the data,
statistics, opinions or any other materials that you need to get your thoughts across
in the report.

b) In Stage Two, we have to check for organisation, mechanics and conventions to

make sure our objective, subject and method are clearly stated. We also check for
the smoothness of the flow, clear illustration and proper labeling.

c) In Stage Three, we have to check our language, the spelling, and the grammar and
language mechanics. Try to avoid unnecessary complicated language.

11. What happens to your report if you do not follow the process?

Your report will look and sound good and it probably will not be effective.

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12. Name two styles in writing reports?

a) The report style

b) The writing style

13. What are the criteria for good reports?

Good reports are clear, concise, flow smoothly and written from an objective point of view.

14. How do you write a report in writing style?

a) Get to your point quickly.

b) Always emphasize your main ideas.
c) Keep your facts and opinions separate.
d) Represent your data.

15. Why do you write introduction in a report?

a) It prepares the reader to easily receive what the writer intends to present.
b) It launches you immediately into the task of relating your readers to the subject
matter of the report.
c) It makes clear the precise subject to be considered, indicates the reasons for
considering the subject, and lay out the organisation and scope of the report.
d) It tells your reader what you plan to tell and why and how you will tell it.
e) It focuses your readers’ attention on subject to be treated. It should be enable them
to approach the body of the report naturally and intelligently.

16. What are the primary functions of introducing reports?

a) Statement of Subject
b) Statement of Purpose
c) Statement of Organisation and Scope
d) Style and length

17. How does author’s checklist helps you in writing reports?

It helps us to create a clear, concise and effective report.

18. What must you avoid when you are writing for content and style?

Avoid using footnotes, long and complex sentences, too many commas, too many
conjunctions, nouns and adjectives.

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Topic 5

1. Why does a telephone cannot replace business letters?

`
a) Letters provide a permanent, written record of business transaction.
b) Letters represent a commitment on the part of the writer.
c) Letters provide traveling salesperson and busy executives with a convenient way to
receive information and to respond. They can usually set time aside to answer their
mail.
d) Letters that are carefully planned can create goodwill. Sometimes it can stimulate
business even in situations where customers or clients are dissatisfied with a product
or service.
e) When a message is complicated, and the writer wishes to reduce the possibility of
confusion, a letter can provide clear documentation of his or her position. Similarly,
a letter is ideal when recipient of a message needs time to study it.

2. How do you think business letters differ from other types of letters?

Business letters usually represent a direct communication between one person and another.
We are in a good position to take into account our reader’s need. We gain same insight into
the likely needs and feelings of our reader. Later we tailor our message to fit those needs
and feelings so to have a chance to build goodwill for our business or organisation. A
thoughtful letter that seems sincere can greatly enhance public image of an organisation or
business.

3. Explain the process of business letter writing.

a) Establish our purpose.

b) Prepare an outline.
c) Write a rough draft.
d) Set the draft aside for a “cooling” period.
e) Revising the rough draft.

4. Why active voice is more preferred in writing business letter?

The active voice creates a friendlier, more courteous tone than the passive which tends to
sound impersonal and unfriendly. Polite wording, such as the use of please, helps to create
goodwill.

5. How do you determine the choice of words and tone?

A good writer always uses active verbs which are simple, formal, clear and precise. It
creates friendlier and more courteous tones. Avoid using both the goodwill and the “you”
viewpoint that can be overdone and leads to a fawning insincere tone called “plastic
goodwill”.

6. Rewrite the following statement:

You give very not good television. I want you to pay me back. If you don’t pay me I will
make a report to newspaper.

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 The television that you sold me is not functioning well. I would like to see that you refund
my money or I have to make a media statement.

7. How do you present good news and bad news? Which is more effective? Give examples.

It is more effective to present the good news directly and the bad news indirectly.
Many readers do finish a letter when bad news is presented at the outset, but they generally
continue to read with a predetermined opinion concerning what follows. They may be
skeptical about an explanation, or they may reject a reasonable alternative presented by the
writer.

8. What is the pattern of writing bad news?

a) Buffer
b) Bad news
c) Goodwill

9. What is buffer?

A buffer is something that prevents something else from being harmed or that prevents two
things from harming each other.

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10. You are a manager for Human Resource Department. Write a letter of good news to a
successful employee who got promoted to Assistant Manager.

Mega Suria Group of Companies

No. 778, The Medan Boulevard, Miri City
Jalan Temenggung, 98000 Miri
Sarawak
(9304)4455 5902
e-mail:eliza@mega.com

February 12, 2007

Mr. Simon Garfunkel,

2526, Rock Road,
92130 Kuching, Sarawak.

Dear Mr. Simon Garfunkel,

Please accept our offer of the position of an Assistant Manager at Mega Suria Group of
Companies.

If the terms we discussed in the interview are acceptable to you, please come in at 9:30 a.m.
on February 26. At that time we will ask you to complete our personnel form, in addition to
the discussion in the interview.

I, as well as the others in the office, look forward to working with you. Everyone was very
impressed with you during the interview.

Sincerely,

Elizabeth John
Human Resource Manager

11. What do you need to consider when you want to build goodwill?

The information that either puts the bad news in perceptive or makes the bad news seem
reasonable maintains goodwill.

12. How many major parts would a letter have? Name them.

a) Headings
b) Inside address
c) Salutation

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 d) Body
e) Complimentary close
f) Additional information

13. Who is the typist?

WLT:Isy

The typist is Isy.

14. Enclosure indicates that the letter writer is sending material along with the letter.

15. List the criteria of good business letters.

a) Clear
b) Concise
c) Correct
d) Courteous
e) Conversational
f) Convincing
g) Complete

16. What do you need to keep in mind when writing business letters?

a) Use active verbs rather than passive verbs.

b) Keep your sentence average length low.
c) Use simple words rather than complex ones.
d) Edit wordy phrases.
e) Avoid jargon and technical terms.
f) Avoid abbreviations.
g) Avoid abstract words and phrases.

17. Why is it readers is our priority?

Readers are our priority because they are our clients. They will read our letter because they
want to get the relevant information which is easy to understand, clear and precise. They
want straight answers from us. So we will write only what they want and we will adapt our
style and content accordingly to meet their requests.

18. When do you write a letter of enquiry?

We write a letter of inquiry when we ask for more information concerning a product, a
programme, service or other information about a product or service that interests us. This is
always done in response to an advertisement that we have seen in a paper, a magazine, a TV
commercial or radio announcement, when we are interested in purchasing a product, in a
programme that we need more information before making a decision.

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