UNIVERSITY OF MINDANAO

College of Business Administration Education

Program- Human Resource Management

Physically Distanced but Academically Engaged

Self-Instructional Manual (SIM) for Self-Directed Learning (SDL)

Course/Subject: HR 313 (Organization Communication)

Name of Teacher: Prof. Marcelina C Falcon

THIS SIM/SDL MANUAL IS A DRAFT VERSION ONLY; NOT FOR

REPRODUCTION AND DISTRIBUTION OUTSIDE OF ITS INTENDED
USE. THIS IS INTENDED ONLY FOR THE USE OF THE STUDENTS
WHO ARE OFFICIALLY ENROLLED IN THE COURSE/SUBJECT.
EXPECT REVISIONS OF THE MANUAL.

1
Course Outline: HR 313– Organization Communication
Course Coordinator:
Email:
Student Consultation:
Mobile:
Phone:
Effectivity Date:
Mode of Delivery:
Time Frame:
Student Workload:
Requisites:
Credit:
Attendance Requirements:
Course Outline Policy
Areas of Concern
Contact and Non-contact Hours
Assessment Task Submission
Prof. Marcelina C Falcon
mfalcon@umindanao.edu.ph
By appointment
0919-2925707
(082) 287-5904
June 2020
Blended (On-Line with face to face or virtual sessions)
54 Hours
Expected Self-Directed Learning
Eng. 202/Mgt. 1B
3
A minimum of 95% attendance is required at all
scheduled Virtual or face to face sessions.
Details
This 3-unit course self-instructional manual is designed
for blended learning mode of instructional delivery with
scheduled face to face or virtual sessions. The
expected number of hours will be 54 including the face
to face or virtual sessions.
Submission of assessment tasks shall be on 3 rd, 5th, 7th
and 9th week of the term. The assessment paper shall
be attached with a cover page indicating the title of the
assessment task (if the task is performance), the
name of the course coordinator, date of submission and
name of the student. The document should be emailed
to the course coordinator. It is also expected that you
already paid your tuition and other fees before the
submission of the assessment task.
If the assessment task is done in real time through the
features in the Blackboard Learning Management
System, the schedule shall be arranged ahead of time
by the course coordinator.
2
Turnitin Submission To ensure honesty and authenticity, all assessment
(if necessary) tasks are required to be submitted through Turnitin
with a maximum similarity index of 30% allowed. This
means that if your paper goes beyond 30%, the
students will either opt to redo her/his paper or explain
in writing addressed to the course coordinator the
reasons for the similarity. In addition, if the paper has
reached more than 30% similarity index, the student
may be called for a disciplinary action in accordance
with the University‘s OPM on Intellectual and Academic
Honesty.

Please note that academic dishonesty such as cheating

and commissioning other students or people to
complete the task for you have severe punishments
(reprimand, warning, expulsion).
Penalties for Late The score for an assessment item submitted after the
Assignments/Assessments designated time on the due date, without an approved
extension of time, will be reduced by 5% of the possible
maximum score for that assessment item for each day
or part day that the assessment item is late.

However, if the late submission of assessment paper

has a valid reason, a letter of explanation should be
submitted and approved by the course coordinator. If
necessary, you will also be required to present/attach
evidences.
Return of Assignments/ Assessment tasks will be returned to you two (2) weeks
Assessments after the submission. This will be returned by email or
via Blackboard portal.

For group assessment tasks, the course coordinator will

require some or few of the students for online or virtual
sessions to ask clarification questions to validate the
originality of the assessment task submitted and
ensures that all the group members are involved.
Assignment Resubmission You should request in writing addressed to the course
coordinator his/her intention to resubmit an assessment
task. The resubmission is premised on the student‘s
failure to comply with the similarity index and other
reasonable grounds such as academic literacy

3

Re-marking of Assessment
Papers and Appeal
Grading System
Preferred Referencing Style
Student Communication
standards or other reasonable circumstances e.g.
illness, accidents financial constraints.
You should request in writing addressed to the program
coordinator your intention to appeal or contest the score
given to an assessment task. The letter should explicitly
explain the reasons/points to contest the grade. The
program coordinator shall communicate with the
students on the approval and disapproval of the
request.
If disapproved by the course coordinator, you can
elevate your case to the program head or the dean with
the original letter of request. The final decision will
come from the dean of the college.
All culled from BlackBoard sessions and traditional
contact
Course discussions/exercises – 30%
1st formative assessment – 10%
2nd formative assessment – 10%
3rd formative assessment – 10%
All culled from on-campus/onsite sessions (TBA):
Final exam – 40%
Submission of the final grades shall follow the usual
University system and procedures.
Depends on the discipline; if uncertain or inadequate,
use the general practice of the APA 6th Edition.
You are required to create a umindanao email account
which is a requirement to access the BlackBoard
portal. Then, the course coordinator shall enroll the
students to have access to the materials and resources
of the course. All communication formats: chat,
submission of assessment tasks, requests etc. shall be
through the portal and other university recognized
platforms.
You can also meet the course coordinator in person
through the scheduled face to face sessions to raise
your issues and concerns.
For students who have not created their student email,
please contact the course coordinator or program head.
4
 Contact Details of the Dean
Contact Details of the
Program Head
Students with Special Needs
Online Tutorial Registration
Help Desk Contact
Library Contact
Dr. Vicente E Montaño
Email:
vicente_montaño@umindanao.edu.ph
Mobile # 09094177626
Prof. Ramoncito Nalangan
Email; onchienalangan@yahoo.com
Mobile # 09228092669
Students with special needs shall communicate with the
course coordinator about the nature of his or her special
needs. Depending on the nature of the need, the course
coordinator with the approval of the program
coordinator may provide alternative assessment tasks
or extension of the deadline of submission of
assessment tasks. However, the alternative
assessment tasks should still be in the service of
achieving the desired course learning outcomes.
You are required to enroll in a specific tutorial time for
this course via the www.cbae.edu.ph portal. Please
note that there is a deadline for enrollment to the
tutorial.
????????????????????????
????????????????????????

Course Information – see/download course syllabus in the Black Board LMS

CC’s Voice: Hello future HR managers! Welcome to this course HR 313: Organization
Communication. By now, I am confident that you really wanted to become a
manager and that you have visualized yourself already manning the
workforce in the organization.

CO Before anything else, you have to engage in developing different

intervention designs in communication gaps in the organization in which
organization communication is essential in every management function and
thus the ultimate course outcome (CO) of this subject

Let us begin!

5
Big Picture

Week 1-3: Unit Learning Outcomes (ULO): At the end of the unit, you are expected to

a. Explain business communication, management and success;

b. Rationalize the various ways of designing documents, slides and screens
c. Analyze the criteria for attractive documents; and
d. Determine the significance of You Attitude in a sentence.

Big Picture in Focus: ULOa. Explain Business Communication,

management and success.

Metalanguage

In this section, the most essential terms relevant to the study of organization
communication and to demonstrate ULOa will be operationally defined to establish a
common frame of reference as to how the texts work in your chosen field or career. You
will encounter these terms as we go through the study of business communication.
Please refer to these definitions in case you will encounter difficulty in the understanding
business concepts used in this course.

Please proceed immediately to the ―Essential Knowledge‖ part since the first
lesson is also definition of essential terms.

Essential Knowledge

To perform the aforesaid big picture (unit learning outcomes) for the first three (3)
weeks of the course, you need to fully understand the following essential knowledge that
will be laid down in the succeeding pages. Please note that you are not limited to
exclusively refer to these resources. Thus, you are expected to utilize other books,
research articles and other resources that are available in the university‘s library e.g.
ebrary, search.proquest.com etc.

6
 1. Business. An organization is where goods and services are exchanged for
one another or for money. Every business requires some form of investment
and enough customers to whom its output can be sold on a consistent basis
in order to make a profit. Businesses can be privately owned, not-for-profit or
state-owned. An example of a corporate business is PepsiCo, while a mom-
and-pop catering business is a private enterprise.

1.1 Organization- a group of people who work together in an organized way for
a shared purpose(s).
1.2 Goods - are things that are made to be sold.
1.3 Services -Intangible products such as accounting, banking, cleaning, consultancy,
education, insurance, expertise, medical treatment, or transportation.
1.4 Investment - is an asset intended to produce income or capital gains.
1.5 Output -the amount of goods and services, or waste products, that are produced by
a particular economy, industry, company, or worker.
1.6 Profit- owned by a private individual or organization, rather than by the state or a public
body. Money that
is earned in trade or business after paying the costs of producing and selling goods and s
ervices:
1.7 Not-for-profit organizations are types of organizations that do not earn profits for its
owners. All of the money earned by or donated to a not-for-profit organization is used in
pursuing the organization's objectives and keeping it running.
1.8 State owned -A state-owned enterprise (SOE) is a legal entity that is created by a
government in order to partake in commercial activities on the government's behalf. It can
be either wholly or partially owned by a government and is typically earmarked to
participate in specific commercial activities.

2. Communication- a process by which information is exchanged between

individuals through a common system of symbols, signs, or behavior.

7
2.1 Process – a sequence of interdependent and linked procedures which, at every stage,
consume one or more resources (employee time, energy, machines, money) to convert
inputs (data, material, parts, etc.) into outputs. These outputs then serve as inputs for the
next stage until a known goal or end result is reached.
2.2 Information- knowledge obtained from investigation, study, or instruction
2.3 Common system- represents common standards, methods and arrangements being
applied.
2.4 Symbols –a thing that represents or stands for something else, especially a material
object representing something abstract; ex. Σ
2.5 Signs- a mark or shape that always has a particular meaning. Ex. ₱
2.6 Behavior -the response of an individual, group, or species to its environment or stimuli.
3. Management and success- an effective manager pays attention to many
facets of management, leadership and learning within an organization.
Successful managers know what employees need to work effectively, stay
productive, and contribute to a thrilled customer experience and a harmonious
workplace. They know the behaviors that a manager needs to stay away from
to encourage successful employees.
3.1 Facets of management – many aspects or factors of management.
3.2 Leadership-is the art of motivating a group of people to act toward achieving a
common goal.
3.3 Learning-knowledge acquired by systematic study in any field of scholarly application.
3.4 Work effectively-as doing the right task at the right time to achieve the required result.
3.5 Stay productive- producing or capable of producing (especially abundantly)
3.6 Customer experience- a positive customer experience not only results in making your
customer happy, but it can also lead to additional revenue. The best marketing money can
buy is a customer who will promote your business -- because they'll refer their friends and
family to you, free of charge.

8
 4. Forms of Communication- Communication means transferring messages from
one to another through any medium. There are various levels in communication like
Intrapersonal , Interpersonal , Group and Mass communication.

Mass communication plays the vital role because it reaches very large
number of audience. Basically Mass communication has two forms one is
Interpersonal communication and another one is media communication

4.1 Intrapersonal communication- is a communication which happens in yourself. Here both

Source (sender) and receiver is only one. So, the feedback works without any
interruption. Example: A person can communicate himself through pain, thinking, feelings
and emotion etc.
4.2 Interpersonal communication- a kind of communication in which people communicate their
feeling, ideas, emotions and information face to face to each other. It can be in verbal or
non-verbal form.
4.3 Group communication- Families, friendship circles, work teams, committees, and sports
teams are all examples of groups.
4.4 Mass communication - communication directed to or reaching the mass of the people.
4.5 The importance of listening , speaking and interpersonal communication.
4.6
4.7 The importance of listening extends far beyond academic and professional settings.
Understanding how to practice good communication even in your day to day life, among
friends, family, and significant others, is important for a number of reasons: fostering good
self-esteem, maximizing productivity, improving relationships, and even becoming a better
speaker.
4.8 The importance of speaking in business- the art of persuading others or clients to
patronize organization‘s product or services or both.
4.9 The importance of interpersonal communication in business- it is the heart of any
business regardless of what you do, how many employees you have and to whom you
sell. The process of interpersonal communication in business involves sending and
receiving messages with colleagues, managers, partners, customers and other business
9
 stakeholders. Effective interpersonal communication happens when the message is
understood as it was intended.

Self-Help: You can also refer to the sources below to help you further
understand the lesson:

Ahmed, Anam; 2019 July 29; The Importance of Interpersonal Communication in Business.

Bordeaux , Jason. Business with Bordeaux.com/Jason-Bordeaux.

Business English

Business Dictionary

Cambridge English Dictionary

Collins COBUILD

Collins Dictionary

Heathfield, Susan ; 2018 November, 17; Tips of Effective Management Success.

Merriam Dictionary

Ward, Susan, 2020 April, 4; What is Leadership.

Will, Kenton; 2019 December, 11; 5 Business Trends That Will Continue to Rise.

10
Let ’s Check

Activity 1. Now that you know the most essential terms in the study of Organization
Communication in Business. Let us try to check your understanding of these terms. In
the space provided, write the term/s being asked in the following statements:

1. It is where goods and services are exchanged for one another or for
money.
______________2. It pertains to a group of people who work together in
an organized way for a shared purpose(s).
3. Are things that are made to be sold.
_____________ 4. This refers the amount of goods and services, or waste products,
that are produced by a particular economy, industry, company, or worker.
______________5. It is an asset intended to produce income or capital gains.
______________6. Money that is earned in trade or business after paying the costs
of producing and selling goods and services:

7. It refers to a mark or shape that always has a particular meaning.

8. It means an effective manager pays attention to many facets

of management, leadership and learning within an organization

9. It refers to a form of communication, where both Source (sender)

and receiver is only one.

_____________10.It means, doing the right task at the right time to achieve the
required result.

11
Let’s Analyze
Activity1. Getting acquainted with the essential terms in the study of Organization
Communication is not enough, what also matters is you should also be able to explain
its application. Now, I will require you to explain thoroughly your answers.

A. An organization is suffering from a loss in a particular year. The goal to achieve at

least 50% of the previous year‘s net income was not realized. The management
conducted an evaluation as to the cause(s) of the slight failure of the firm‘s goal.
Criteria of evaluation was based on the following: production, management
operation, manpower efficiency and effectiveness. The result of evaluation shows ‗
manpower efficiency and effectiveness had a poor result‘.

1. Explain in 100 words your assumptions about the result of evaluation.

12
2. Justify or explain possible solutions to rectify your given assumptions to the result of
evaluation based on the topic of ULOa.

3. Why should future Human Resource Manager be equipped with effective communication?

13
In a Nutshell
Activity1. The study of organization communication is really necessary in
manning a particular functional area in the business. Communication which includes
both verbal and non- verbal are major ingredients in dealing with manpower, customers
and other stakeholders in the internal and external environment .

Based from the lessons already presented above and the situation given in activity 1 ( in
a nutshell):

1. Provide example of verbal communication utilized in the organization.

2. Does verbal communication only mean expressed instructions from the top
management?
Why?

Your Turn

1.

2.

14
Big Picture in Focus: ULOb. Rationalized the various ways of
designing documents , slides and screens.
Metalanguage

For you to demonstrate ULOb, you will need to have an operational

understanding of the following terms below. Please note that you will also be required to
refer to the previous definitions found in ULOa section.

1. Business Documents, A record of business used as the basis to analyze and

record transactions. Some examples of this are check stubs, receipts, and
invoices.
2. Slides and Screens - a business plan in PowerPoint will help you outline all of
the key steps to launch your idea.
3. Criteria for attractive documents. It needs to deliver information in a way that is
both appealing and easy for readers to understand. There are five tips for how to
make your documents visually appealing; Incorporate headings, Create white
space, Play with typography elements, Use visuals, Test it.

Essential Knowledge

Before we proceed further with the study of organization communication, it is

highly important that we rationalized or understand the various ways of designing
documents, slides and screens which are essentials in the study of business
communication.
1. Example of business documents:
1.1 Check stubs -A part of a check that is kept for record keeping purposes.
For example, the stub is the part of a payroll check that includes
information about the current paycheck as well as payments to date. The
check stub can also be a carbon copy of a check that is made when the
original check is written.
1.2 Receipts-a written acknowledgment of having received, or taken into
15
 one's possession, a specified amount of money, goods, etc ; the amount
or quantity received. The act of receiving or the state of being received.
1.3 Invoices- is a commercial document that itemizes and records a
transaction between a buyer and a seller. If goods or services were
purchased on credit, the invoice usually specifies the terms of the deal
and provides information on the available methods of payment. Types of
invoices may include a receipt, a bill of sale, debit note, or sales invoice.

2. Example of Slides and Screens:

2.1

Important thing to remember in making power point slide is to follow the standard known
as ― 7x7x7‖ which stands for:
1. Seven words horizontal;
2. Seven lines vertical;
3. Seven slides.
In case the topic couldn‘t be accommodated in seven slides, before
proceeding to the eight slides the facilitator or group must put intervention after the
seventh slide in order the audience will not feel bored, it is one way to capture back
the attention of the listener when the eight slides is again presented. Intervention
16
 may in form of tag line, jokes, portion of the lyric of a song, one minute dance and
etc.

3. Criteria of attractive documents (5 tips how to make documents appealing or

attractive):

3.1 Incorporate headings.

Many readers‘ first instinct is to skim the text and then read for details that appeal to their
individual needs. To aid those readers, utilize headings. Headings not only organize your thoughts
as a writer, but also split up information, so that it can be easier for the reader to chew. There are
three types of headings: question, statement and topic headings. The order of headings is listed
based on those most useful in documents (plainlanguage.gov). If you have longer documents,
including a table of contents at the beginning helps readers as well.

3.2 Create white space.

Text-heavy documents often result in the audience missing the main point because they get
lost in the dense fog of text. White space helps to address this issue. To create an adequate
amount of white space, keep the margins large and break down your thoughts and ideas into small,
consumable pieces. This can be accomplished through the writing of short sections and sentences.
You can also achieve this by creating lists, adding side bars, or pulling out a quote and making it
bigger. Keep in mind that having too much white space can take away from the authenticity of the
document. So, it is important to find that balance between too little and too much white space.

3.3 Play with typography elements.

Font, color, and font sizes are all elements of typography. Typography helps to highlight
important points for the reader. There are two quick and easy ways to make your document visually
appealing using typography: employ different fonts and font sizes. Fonts bring character to the
document. In selecting fonts, it‘s important to choose those that are easily readable. In addition, try
to use no more than three different fonts in one document. While this is changing, Times New
Roman and Ariel are still two of the most commonly used fonts. Varying the font size can help to
draw the reader‘s attention as well. Finally, having fonts bolded or italicize are also effective in
emphasizing key points that you want the reader to absorb.

17
 3.4 Use visuals.
Not only can visuals help to relate information more difficult to put into words, but they often
make content easier to understand. In fact, studies back this up, indicating that ―visual cues help us
to better retrieve and remember information.‖ For this reason, you should always try to use images
in your documents. Depending on what you are trying to convey, different visuals are appropriate. A
picture is often helpful when you want to relate emotion or it is difficult to put into words an aspect of
the topic you are discussing. Graphs, charts, and maps can be helpful in further illustrating data
described in your paper. Tables are your best bet when trying to convey relationships between two
sets of information.

3.5 Test it.

In creating documents, we often focus on what we want to tell the audience, forgetting to
reflect on whether the document is constructed in a way that is appealing or easy for a reader to
understand. If you want to make sure your document is appealing or easy to understand, you‘ll need
to test it. There are a variety of ways that you can do this. One is to simply ask a number of people
what they think of your document. Another would involve setting goals during the creation of the
document. In setting goals, you should ask yourself the question ―What action do I want people to
do as a result of reading this document?‖ In order to understand if you‘re meeting that goal, you
should think about the different ways you can capture success or failure as well.

18
Self-Help: You can also refer to the sources below to help you further
understand the lesson:

Business Dictionary http://www.business dic.com/definition/business sources

documents; html

Childress, Andrew; 2020 April 4,; 30 Best Business Plan Power Point Templates (PPT
Presentation Examples 2020).

De Castillo, Blair Corcoran; 2015 September 30,; 5 Tips To Make your Documents
Visually Appealing.

Hayes, Adam; 2019 January 25,; Corporate Finance and Accounting.

Home/Archives for Free Presentation Templates

plainlanguage.gov

19
Let’s Check

Instructions: Please check the answer under each item that best reflects your thinking.
1. What is the essence of business document?
a. Used as the basis to analyze and record transactions.
b. Used as the basis to analyze and record functions.
c. Used as the basis to keep and view records.
d. Used as the basis to check and balance accounts.

2. What is the nature of the check stub?

a. Entire part of a check that is kept for record keeping purposes
b. Used as the basis to keep and view records
c. A part of a check that is kept for record keeping purposes
d. Used as the basis to keep and view records.

3. What is the first instinct of the reader to headings of document?

a. Skim the text and then read for details that appeal to their individual needs.
b. Disguise not to read the headings.
c. Headings are boring to the readers.
d. Disagree the headings and proceed to the text.

4. Why typography of documents is essential?

a. Helps the reader finds the clarity of sentence.
b. It makes the document visually appealing to the reader.
c. Finds the reader more comfortable reading document.
d. It makes the document fully readable.

5. What are the elements of typography of document?

a. Color, width, and margin
b. Pages, numbers and sizes
c. Styles, art and design
d. Font, color and font sizes

6. What is the appropriate background of the document?

a. Colorful
b. Blue
c. Yellow
d. White

7. How do you prepare power point slide?

a. Type text all in capital letters
b. Type text all in small letters
c. Type text in bold letters
d. Type text capitalize first letter of the word.

20
8. What is the standard of preparing ppt. slide?
a. 3 slides
b. 3 text per slide
c. ―3 seven‖
d. ― 7x7x7‖

9. Why visual is essential to a document?

a. Make content easier to understand.
b. Make the document easy to remember.
c. Make the document beautiful.
d. Both a and b.

10. What are suggested interventions of slide presentation after the seventh slide?
a. Tag line
b. Jokes
c. Short song
d. Any of the above.

21
Let’s Analyze

Activity1. Suppose your group is assigned to present a topic before the class, what are your
preparations to get a very high rating in a rubric assessment from your professor.? List at least 10
steps preparations before the group presentation, using power point template.

For every step ( out from the 10 steps you have listed) explain in detail more or less 100
words per step.

Step 1. _____________________________________________________________

Step 2. _____________________________________________________________

Step 3. _____________________________________________________________

Step 4. _____________________________________________________________

Step 5. _____________________________________________________________

Step 6. _____________________________________________________________

Step 7. _____________________________________________________________

Step 8. _____________________________________________________________

Step 9. _____________________________________________________________

Step 10. ____________________________________________________________

In a Nutshell
Elaborate the 3 ULOb in more or less 50 words of the following:

Your turn:

1. The major forms of business communication.

2. The standard of creating power point.

3. The reasons of making document attractive.

22
 Big Picture in Focus: ULOc. Analyze the criteria of attractive
document.

Metalanguage

Below are the essential terms that you are going to encounter in the pursuit of
ULOc: Analyze the criteria for attractive document. Again, you are advised to frequently
refer to these definitions to help you understand the succeeding topics. I would like to
highly recommend that you refresh your knowledge about ULOa and ULOb to
understand further ULOc.

For Business Documents

Key criteria for success in writing business documents include:

1. Easy to read

2. Well structured

3. Clear meaning and Concise

4. Reliable information, capable of being substantiated

5. Does not plagiarize other people‘s work

6. Conforms with expected standards of presentation

30
 Essential Knowledge

1. Easy to Read

The readability of document will improve by:

1.1 Use short, correct grammar construction. Sentences more 15 words probably should be
split into two or more sentences. The longer a sentence the harder it is for the reader to
understand.

1.2 Use sub-headings to assist the reader to see at a glance what the document is about
1.3 Add a table of contents if the report is lengthy. It is helpful to the report writer as it
helps to develop the report‘s structure. More so, helpful to the reader as it enables
them to find information in the report more easily.
1.4 Keep it short and simple (KISS). Refrain from putting flowering words or figurative
expressions.
2. Well- structured Document

Reports should be well organized in the way it presents the topic. Break the document into
major sections, each will have a specific purpose. Every section should have a heading and sub-
headings to be used to further break up the text.

Example sections of a report include:

2.1 Cover page

2.2 Contents page
2.3 Terms of reference
2.4 Introduction
2.5 Findings (Through researched)
2.6 Analysis and Comment (analysis of the information).
2.7 Conclusion
2.8 References

31
 3. Clear Meaning and Concise

Business reports and information is presented in various ways including tables, charts,
diagrams and pictures as well as text. It helps the reader's understanding if textual information is
supported with graphical information.

In adding graphical elements there should be a label e.g. Figure 1, Table 1, etc. graphical
elements in the text are more easy by adding "see Figure 1 on page 4" for example.

Review report and judge whether it makes a good sense. Specially, when discussing difficult
concepts. A good practice is to ask another person to read the report and comment on areas where
there is:

 Poor explanation
 Poor grammar or spelling
 Confusing terms

One aspect of easy report writing, create a balance between white space and report contents.
A page should not be tightly crammed nor area of white space. Modern word processing software
allows pictures and other graphical elements to be inserted into a page and text to "wrap around".
Some tips for optimal space usage on a page include:

 Set paragraph spacing in one line (or 12 points) between paragraphs)

 Set font size between 10-12 points
 Set text wrapping to "square" for pictures and other graphical elements to enable text to flow
around the element.
 Avoid wasting paper by starting each major heading on a new page.

4. Reliability of information, capable of being substantiated

In providing own opinions in a report, try to balance it by adding alternative points of view (2nd or
3rd opinion).

32
 Refrain statements which begin "People say..." or "Experts believe..." it lessen the credibility and
value of the report, but rather convey the possibility of appropriate research. The report should state
the authority (see plagiarism below)!

Careful to avoid making simple errors in presenting figures e.g. saying 73% of people were not
satisfied when you meant to say 37%.

5. Avoid plagiarism

As a rule, properly acknowledge the sources of all information. Using other people‘s work
without acknowledgment is called plagiarism. The method to acknowledge sources is called
referencing – learn the Harvard Referencing system. Reference your sources briefly in the main
body of the report and then more fully in a section called the Bibliography. It is mandatory! It is also
recommended to take ownership of every page by adding your name as author in the footer of
every page.

6. Conforms with expected standard of Document presentation

The standard of presentation of document is a key criterion for success. The standard of
presentation is improved when:

 There is an absence of errors in spelling, punctuation and grammar

 The font style is easy to read and the font size is set to between 10 and 12 points
 The title of the report is added to the header
 Page numbers are added to the footer
 Document has a well formatted cover page (ensure never use clip art!)
 Use color sparingly, particularly if the report is to be photocopied in black. You can use color
in headings. For example, headings can be in a dark blue and this makes for a more
attractive document. Exercise, charts and tables can add some color.

Use the spell checker, however do not always accept the computer‘s suggested spelling.
Sometimes the computer will suggest a completely wrong word in a spelling check.

Self-Help: You can also refer to the sources below to help you
further understand the lesson:

www.leoisaac.com/com/com026.htm

33
Let’s Check

Activity 1. Fill up the blank with correct answer:

1. Sentences more 15 words probably should be split into____________sentences.

2. Using other people‘s work without acknowledgment is called __________.

3. KISS means_______________.

4. Give one example of graphical element_______________

5. The most significant of using graphical element in the report is______________

6. By adding alternative points of view means_____________________

7. It lessen the credibility and value of the report, if it begins with the word__________

and____________________.

8. Is used to check correct spelling________________

9. Careful to avoid making simple errors in presenting ____________

10. Use_______ sparingly, particularly if the report is to be photocopied in black.

34
Let’s Analyze
Explain the idea of “KISS’’ in creating a report.

35
In a Nutshell

Summarize the criteria of creating attractive document in 200 words.

38
 Big Picture in Focus: ULOd. Determine the significance of
You Attitude in a sentence.

Metalanguage

The most essential terms below are operationally defined for you to have a better
understanding of this section in the course.

You Attitude in a sentence - in professional writing, the "you attitude" means

looking at a topic from the reader's point of view ("you") instead of our own "me‖.
Example :

Me Attitude: I have requested that your order is sent out today.

You Attitude: You will receive your order by Wednesday (Nordquist, 2020).

The "You - Attitude" is more than a matter of playing with pronouns or even of playing nice.
It's good business.

Essential Knowledge

What's In It for Me? (WIIFM)

Put yourself in the reader's perspective and think about the kinds of emails and
letters you like to receive. A client or customer, most of the time care about its own interests—that
is, "what's in it for me?" This perspective is so common that it's often shortened to WIIFM, and it's
the topic of many articles and lectures for sales representatives and marketers. When business
writers address their clients' or customers' self-interest first, these likely to happen:

1. The message will actually be read.

2. The reader will feel cared for as a result of reading the message.

3. The message will help to forge a stronger business/customer relationship.

39
 Conversely, a message that is written from the perspective of "me" (the business) neglects
the customer's self-interest. As a result, it is likely to create more gap between the business and the
customer.

Five Guidelines for Writing "You Attitude" in a sentence.

1. Establish a good, respectful relationship with your readers by addressing them directly,
writing in the active voice and using the second person (you,
your, and yours), not just the first (I, me, mine, we, us, and ours).
2. Try to empathize with your readers. Ask yourself: what do they want, what do they need to
know, and what's in it for them?
3. Rather than focus on your product, your service, or yourself, stress how your readers will
benefit from complying with your message.
4. Earn the respect of your readers by being courteous, tactful, and gracious.
5. And finally, if you're ever tempted to write "it should go without saying," stifle the impulse.

Comparing "Me Attitude" to "You Attitude" Writing.

1. In order to complete our inventory on time, we will be closing early on December 14th.
Please plan to shop early on that day.
2. We invite you to shop early on December 14th so we can meet your needs before our early
closing.

In the first case, the writer is asking customers to help out the business by shopping early.
In the second case, the writer is inviting customers to get the products and customer support they
need by shopping early. While the information communicated is the same in both cases (we are
closing early), the message is completely different.

You Attitude, Positive Emphasis, Reader Benefits

Review: You Attitude

40
Each of the following sentences contains problems that are likely to frustrate the reader or fail to
achieve the writer's purpose. Identify the problems and revise the sentences.

1. Sentence: I have worked hard to get you the best contract possible. Or: You'll be
happy to learn that we're ready to offer you the best contract possible.

Problems: Writer, not reader, oriented writing: the writer is concerned about himself,
how hard he worked or how happy he is, rather than what the reader receives (benefits)

Revisions: Under the new contract you'll receive dental insurance.

2. Sentence: I need you to be in class on time.

Problems: Selfish and divisive pronouns I and you creates a conflict between the
writer and reader (us vs. you). No benefit or consequence given for the request.

Revisions: We usually cover changes to the schedule and questions about the next
assignment in the first five minutes of class. Please review the attendance policy for this
class to see how repeated absences and tardies effect students' grades.

3. Sentence: You need to send us your overdue balance of $550 or we'll probably take
you to court.

Problems: Selfish and divisive pronouns us/we and you creates a personal conflict
between the writer and reader.

Revision: Please pay the overdue balance of $550 to avoid possible legal actions. If
you need help making this payment, please contact our credit department for assistance.

3. Sentence: We will no longer allow you to charge up to $15,000 on your Visa Gold
Card. Your new limit will be $5,000.

Problems: Divisive pronouns, punitive tone, and no reader benefit.

Revisions: The credit limit on your Visa Gold Card, from $15,000 to $5,000. Please
call 1-800 etc., if you have any questions (and then bury them in your phone tree). Or: In order to
help customers avoid potentially devastating credit loads, the credit limit on a number of our
accounts has been changed from $15,000 to $5,000

You-attitude Principles and Techniques

41
The ―you-attitude,‖ a writing style and a philosophy, places the reader‘s interests foremost in your
writing. It is based on the principle that the readers are more concerned about their own needs than
they are about yours. Rely on the following you-attitude principles:

1. Look at situations from the reader‘s perspective

2. Emphasize what the reader wants to know
3. Respect the reader‘s intelligence
4. Protect the reader‘s ego

Example: We must receive your receipt with the merchandise before we can process your refund.
Please enclose the sales receipt with the merchandise, so that we can
process your refund promptly.
So you can receive your refund promptly, please enclose the receipt with the
merchandise.

You attitude principles involve more than using you and your; it means seeing from the reader‘s
viewpoint and seeing reader benefits, and writing accordingly.

To apply the ―you-attitude‖, use the following techniques:

1. Write with a specific purpose in mind, but focus not on what you will gain but on what the
reader receives, wants, or can do. Not "We are shipping your order . . . " but "The pair of shoes
you ordered . . ."

2. Refer to the reader‘s request or order specifically. Not "your order" but the "desk chair you
ordered."

3. Anticipate, but don‘t presume to know how a reader will react or feel. Not "You'll be happy to
know . . . " but just make the direct statement.

4. When writing to a person, highlight them (―you‖) rather than the ―I‖ or ―we.‖ In other words,
choose the second-person point of view over first or third.

5. Conversely, in negative situations, avoid the word ―you.‖ Protect the reader‘s ego by using
more impersonal expressions and passive verbs to avoid assigning blame. You made no
allowance for inflation in your estimate. No estimate for inflation has been made in this estimate
(passive). This estimate makes no allowance for inflation (impersonal).

6. Emphasize the positive by replacing words that contain negative connotations or

denotations. "Not we have failed to take inventory" but "We haven't yet finished taking
inventory."

7. Make information accessible: organize and format more, according to established

conventions; include clear topic sentences in all paragraphs; and for long documents, use
headings to separate sections.

42
8. Write clearly and briefly: avoid jargon, inflated vocabulary, wordiness, and unnecessary
information.

9. Don‘t hope your reader infers correctly. Explain explicitly the significance and/or relevance or
your information.

Self-Help: You can also refer to the sources below to help you further
understand the lesson:

Nordquist, Richard; , 2020 January 14;, Guidelines for Adopting the ―You Attitude‖ in
Professional Writing. www.thoughtco.com/adopting-the-you-attitude-professional

Van Roy;, English 306. www.rvannoy-asp.radford_edu/rvn/306/You.htm

From Kitty O. Locker Business Administrative Communication

www.webpages.uidaho-edu/eng313 /Intro%20and%20General/you_attitude%20sentences.htm

43
Let’s Check

Activity 1. Fill out the blank with correct information

1.______________ means looking at a topic from the reader's point of view instead

of our own me.

2. WIIFM means________________________________________________.

3. Look at situations from the ______________ perspective.

4. Try to____________ with your readers. Ask yourself: what do they want, what do

they need to know, and what's in it for them?

5. __________ the reader‘s intelligence.

6. When writing to a person, highlight______________

7. Make information ____________________

8. Write clearly and briefly: avoid ___________, inflated vocabulary, wordiness, and

unnecessary information.

9. Don‘t hope your reader infers correctly. Explain _________the significance

and/or relevance or your information.

10. Emphasize the_________by replacing words that contain negative connotations

or denotations.

44
Let’s Analyze

Activity 1. ELABORATE THE ESSENCE OF WRITING “YOU ATTITUDE IN A

SENTENCE. ( AT 100 WORDS)

45
In a Nutshell

Activity 1. Give your comment why business establishment must protect the
reader’s ego in writing to their clients/customers. (write in 50 words.)

46
 Big Picture

Week 4-5: Unit Learning Outcomes (ULO): At the end of the unit, you are expected to

e. Understand the formats of letters and memorandum;

f. Set up letters, courtesy title, set up memorandum;
g. Analyze informative and positive messages.
.

Big Picture in Focus: ULOe. Understand the formats of letters

and memorandum. .

Metalanguage

In this section, the most essential terms relevant to the study of organization
communication and to demonstrate ULOe will be operationally defined to establish a
common frame of reference as to how the texts work in your chosen field or career. You
will encounter these terms as we go through the study of business communication.
Please refer to these definitions in case you will encounter difficulty in the understanding
of the formats of letters and memorandum.
Please proceed immediately to the ―Essential Knowledge‖ part since the first
lesson is also definition of essential terms.

Essential Knowledge

To perform the aforesaid big picture (unit learning outcomes) for the fourth week
to the fifth week of the course, you need to fully understand the following essential
knowledge that will be laid down in the succeeding pages. Please note that you are not
limited to exclusively refer to these resources. Thus, you are expected to utilize other
books, research articles and other resources that are available in the university‘s library
e.g. ebrary, search.proquest.com etc.
A. Letters and memorandum- a letter is a written proof or document, and memorandum a
communication that contains directive, advisory, or informative matter

47
Basic necessities while writing a letter:

1. Good command over the language- knowledge of something, especially a language, or ability
to use something.

2. Tact - a keen sense of what to do or say in order to maintain good relations with others or
avoid offense.
3. Proper paragraph placement - the four elements essential to good paragraph writing are: unity,
order, coherence, and completeness.

3.1 Unity of paragraph- it defines that all sentences in a paragraph should speak about one
single idea or one main subject. That is, the topic sentence, the supporting details, and the
concluding sentence should focus on only one idea

3.2 An order of importance paragraph is one in which the writer lists his supporting
details in ascending or descending order of importance. In other words, the writer lists the
details from least to most important or from most to least important.

3.3 Coherence demands that the ideas or sentences presented in a paragraph should flow
smoothly from one to the other. Paragraphs should not only be well-developed and unified but
also coherent.

3.4 Completeness of paragraph in other words, the writer lists the details from least to most
important or from most to least important.

3.5 Correct letter type for an occasion - picking the right communication tool requires
considering the task at hand, the recipient, a message's urgency and how important it is
to eliminate a possible misunderstanding. Comedians Key & Peele perfectly illustrated the
potential for miscommunication in a video about texting.

4. Knowledge of basic content to be included in the letter

Knowledge of business letter etiquette is essential for anyone in or entering the workplace.
Professional types of correspondence such as letters of application, sales letters and letters of
reference differ from friendly letters in that they must follow a specific format and should never
include informal or slang language. The seven parts of a business letter include: the heading, date,
address of recipient, salutation, body, complimentary close and signature.

Heading

Most professional business correspondence is printed on a letterhead template. A letterhead

contains the company name, address and contact information. An individual may also create a
letterhead that contains his name and personal contact information. While some individuals may
choose not to create a formal letterhead, it is always necessary to include a header with the
sender's information.

48
 Date

Simply put, the date is the day the letter is sent. The most commonly used date format is:
June 21, 2011. Do not abbreviate the month and always include all four digits of the year.

Address

This is the address of the recipient. If applicable, the first line in the address block should
include the recipient's name and title, and the second line should state the recipient's company or
business. The third and fourth lines are designated for the actual address.

Salutation

Different circumstances determine which salutation or greeting is most appropriate. Use

"Dear" when the recipient's name or title is known. Examples include "Dear Mr. Doe" or "Dear Sales
Director." When the name or title is unknown, use "To Whom It May Concern." Always punctuate
the salutation of a business letter with a colon instead of a comma.

Body

The body is the longest part of a letter and is usually divided into three subcategories:
introduction, main content and summary. The introductory paragraph states the purpose of the
letter. The main content conveys all necessary detailed information and has no set length
requirements. The last paragraph summarizes the information provided, restates the letter intent
and offers either instructions or an inquiry regarding follow-up correspondence.

Complimentary Close

The complimentary close is a word or short phrase that basically means "goodbye." "Sincerely"
is the most common closing remark. Others include "cordially," "best wishes," and "best regards."
The complimentary close can vary in degrees of formality and is dependent upon the relationship
between the sender and recipient.

Signature

In letters that are sent via email, the signature is simply the sender's name and title typed
immediately below the complimentary close. When a letter is mailed, faxed or hand-delivered,
however, there should be a large enough space below the closing and above the typed name and
title for the sender to provide her written signature.

Memorandum a written statement about a particular matter, often passed around between
colleagues. This is a short note designating something to be remembered, especially something to
be done or acted upon in the future.

49
 Self-Help: You can also refer to the sources below to help you
further understand the lesson:

Datko, Alison; 2018 June 25; The Seven Parts of Letter

Lachtanski, Karen; 2014 October 17; Match the Right
Communication Type to the Letter.
Merriam Webster
www.answer.com/Q/what_is completeness_of_paragraph

www.thefreedictionary.com/memorandum

www.writeenglish.net/paragraphunity 1-1-php

Let’s check

Activity : Quiz on ULOe : Write a business letter showing the 7 parts.

In a Nutshell

1. Write your own resume and application letter.

2. A friendly letter.

Big Picture in Focus: ULOf. Set up Letters, Courtesy Title, Set up

Memorandum.

50
 Metalanguage

In this section, the most essential terms relevant to the study of organization
communication and to demonstrate ULOf will be operationally defined to establish a
common frame of reference as to how the texts work in your chosen field or career. You
will encounter these terms as we go through the study of business communication.
Please refer to these definitions in case you will encounter difficulty in the understanding
of
Setting up letters, courtesy title and set up memorandum.
Please proceed immediately to the ―Essential Knowledge‖ part since the first
lesson is also definition of essential terms.

A. Set up Letters, Courtesy Title, Set up Memorandum

Using the proper business letter format in business communications conveys a sense of
professionalism and can make the right first impression with a new business contact. With word
processing software, it's pretty easy to create a letter with the correct format.

Four Formats

Business letters in the U.S. can actually follow one of four common letter formats. All four formats
are acceptable, but block is the most common.

1. Block Letter Format: The common block letter format has all of the text flush with the left
margin. Paragraphs are doubled spaced, and all lines of text are single spaced. The margins
are a standard word processor setting of one inch.
2. Alternative Block Letter Format: The alternative block letter format moves the return
address, date, closing, signature, name, and title to the right side of the page.
3. Semi-block Letter Format: The only difference between semi-block and block is the first line
of each paragraph is indented in semi-block.
4. Simplified Letter Format: This format takes the same properties of the block letter with one
exception: the greeting or salutation is eliminated. It is a helpful format when you don‘t know
whether the recipient‘s gender is male or female.

Sections of a Business Letter

51
  Return Address: If you have company letterhead, you can skip this section. Include your full
business address and correct legal business name. You may also include your email address
or phone number.
 Date: Follow the month-day-year format (as opposed to the day-month-year format that
prevails in Europe). Make your date current to the actual mailing date of the letter.
 Recipient’s Name and Address: Include the full name and address of the person you are
sending the letter to. The recipient‘s title can be added as well.
 Greeting: For the greeting, use "Dear" followed by 1) the person‘s full name or 2) Mr. or Ms.
and their last name. End the greeting with a colon.
 Subject: Clearly stating the subject of the letter helps your recipient quickly determine the
context of the letter.
 Body: Your letter body should start with a general introduction of who you are and the letter's
purpose. Further paragraphs will provide details related to the letter's purpose. Close the
body with a call to action: a sentence encouraging the recipient to do what you want them to
do. Every business letter should be concise, taking into account your reader‘s limited time.
 Closing: Here you can choose any formal options such as ―Best Regards,‖ or ―Sincerely,‖.
 Signature: Sign your name with the same name you're using in the letter.
 Name and Title: Include your full name and job title.
 Enclosures and cc: If you are sending additional documents, write "Enclosures:" followed
by descriptions of those documents. If at least one other person is also receiving a copy of
the letter, include cc: (for carbon copy, a reference to an old method of making copies of
letters using carbon paper) and provide the name(s) of the other recipient(s).

B. Courtesy Title: a polite and formal word that is used in place of someone's name or as
part of someone's name. The courtesy titles ―Mr.,‖ ―Mrs.,‖ ―Ms.,‖ ―Dr.,‖ etc. As a child, he
was taught to address his elders with the courtesy titles ―sir‖ and ―ma'am.‖

A title of no legal validity that is assumed or granted by custom, such as the academic
title professor given to any instructor at a college.

In Great Britain, the title that the heir of a highranking peer customarily uses, consisting of a second
ary title accorded to the peer.
In Great Britain, the prefixes Lord and Lady added to the given names of the younger children o
f dukes and marquises or the Honourable added to the children of viscounts and barons.

C. Set up Memorandum: Documents in a memo format are often used for interoffice
correspondence, for such tasks as sharing information or making requests. A memo
typically includes a header, which will say who the message is for, who it is from, the date
and the subject. Below that is the body, where the message itself is written. Microsoft
Word and Excel are two programs that offer memo templates. You can also set up a
memo format using your email program.

52
Step 1

Create a memo using Microsoft Word 2010 by selecting from several template designs. Click "File,"
"New." Select "Memos" under Office.com Templates, and double-click on the memo style you want
to use. You can edit the format, if necessary, and add information to it.

Step 2

Create a memo using Microsoft Excel 2010. Click "File," "New." Select "Memos" under Office.com
Templates. Double-click on the memo style you want to use. Edit the memo format by deleting rows
and columns or renaming the headings for the table.

Step 3

An email may also serve as a memo and there is less formatting involved. Many fields correspond
to the headings on a memo, including "To," "From," "Date" and "Subject." The email message field
contains the memo's body content.

53
54
Example of Block Letter Format

Self-Help: You can also refer to the sources below to help you
further understand the lesson:

55
ferragano-outlet.org/2018/01/24/how-to-set-up-a-business-letter

Merriam Dictionary

WendyL thedocumentcompany.eu Documents Templates Websites

www.techwalla.com/articles/how-to-set-up-a-memo-format

Zahorsky, Darrell; 2019 October 16; The Proper Business Letter

Format

Let’s Check:

Activity ULOf:

1. Create a sketch showing the four formats of letter.

2. Give at least 6 types of Courtesy titles

In a Nutshell

Discuss the difference between the block format of letter and semi-block
format of letter.

Big Picture in Focus: ULOg. Analyze Informative and Positive

Messages.

56
 Metalanguage

In this section, the most essential terms relevant to the study of organization
communication and to demonstrate ULOg will be operationally defined to establish a
common frame of reference as to how the texts work in your chosen field or career. You
will encounter these terms as we go through the study of business communication.
Please refer to these definitions in case you will encounter difficulty in the understanding
of
analyzing informative and positive messages.
Please proceed immediately to the ―Essential Knowledge‖ part since the first
lesson is also definition of essential terms.

Informative Messages

Most business communications are in fact ―informative‖ messages. An informative

message in the workplace is simply the sharing of meaningful information between people in an
unbiased and professional manner. Informative messages can be short or long, formal or casual in
tone, internal or external in focus, and direct or indirect in structure, depending on the situation. Like
all forms of communication, the purpose of informative messages is to promote understanding,
encourage action, stimulate thinking, or promote ideas.

Since informative messages are so prevalent in business communication, there are too many
examples and use cases to mention in this brief module. Simple, informative messages can be used
to let employees know of an upcoming IT system maintenance, a new break room cleanliness
policy, or a new all-hands meeting time. They can be used to announce significant company win
over a competitor, a new product launch delay, or the creation of a new division within the company.
As the subject becomes more important and complex, informative messages can enlighten
employees about quarterly financial results, acquisitions, and plans to take the company public.

Informative messages can take on almost any form of electronic communication; chats,
emails, presentations, memos, blogs, podcasts, press releases, and reports. As was stated earlier
in this module, the situation at hand will dictate how the message is crafted and how it is sent.
Despite the variety of informative messages and how they can be sent, there are some guidelines
that pertain to all effective business communication.

1. Get to the main idea as quickly as possible.

2. Use a greeting to identify the audience.
3. Be clear and concise with the presentation of information.
57
 4. Check your message for grammatical errors.
5. Include a call to action.

Example

What is wrong with this informative message?

To: All employees
From: HR
Subject: Benefit packages are ready to pick up

It is that time of year again to reenroll for your health benefits. Teh packets are on my desk and can
be picked up at any time. Pls do so as soon as possible.

Thank you

Sally Jones
HR Specialist
505-221-3456

Effective informative messages should be organized as follows:

o Subject line: State the main idea of the message.

o Opening: Express the main idea right away.

o Body: Explain and justify the main idea.

o Closing: Summarize the main idea, add a call to action, or express a closing thought.

Positive Messages

Life has a way of bringing you down. Just when you think you couldn‘t fall any lower, you get kicked
down again.

But it‘s important to remember that tragedies, failures, and setbacks are all a part of life. Whether
you discover happiness and success in your life or not depends on how you persevere through
adversity.
If you‘re going through a difficult time, reading these positive messages will help you realize your
own strength and remember that life is not always hard.

58
Light and Positive Messages

1. Sometimes you will experience difficulties, not because you‘re doing it wrong, but because
you‘re doing it right in life. Just keep going! There is always light at the end of the tunnel.
2. I am grateful for all the people who are giving me a tough time, because they show exactly
the person I don‘t want to become. They show me the things that I should never resort to
doing.
3. When you‘re going through challenging times in your life, act instead of talking. Show instead
of telling. Prove instead of promising. This is how you will win.
4. You will not be able to overcome your challenges if you allow the things that don‘t deserve
your attention and energy to keep bringing you down. The sooner you release them from
your life, the sooner you will experience a positive shift.
5. Keep your head up because God gives the toughest battles to His strongest and most
courageous soldiers. Remember that He will not give you anything that you cannot bear.
6. Nothing is more beautiful than a genuine smile that has overcome the tears. No one is
stronger than someone who has overcome seemingly insurmountable challenges.
7. At the end of the day, all you need is strength and hope. Hope that this too shall pass and
everything will get better, and strength to keep holding on until it does.
8. The pain that you are feeling now cannot compare to the happiness that‘s waiting for you
when all this is over. Remain steadfast and you will be rewarded most richly!
9. Challenging times can bring you down, but remember that they will not last forever. When
this tough period is over, you will be glad that you did not give up, and all the good things you
have will be increased.
10. Replace your fear and worry with faith, courage, hope, and victory! Have the mindset of a
winner!
11. You may not be somewhere you want to be, but you will always end up where you are
supposed to be. Have faith in God‘s plans for you.
12. Sometimes growing up hurts. Sometimes change is painful. But nothing is as painful or as
damaging as being stuck in a place you don‘t belong.
13. You were given these challenges and this life because you are strong enough to survive
them! Don‘t disappoint the universe.
14. Strength is not defined by how much you can take before you break. It‘s about how much you
can bear after you have been broken.
15. Challenges are what will prepare you for your extraordinary destiny. Don‘t run away from
them. Instead, face them head on!
16. The road you may be on can be long and difficult, but don‘t forget that long and difficult roads
will take you to the most beautiful destinations.
17. Tough times don‘t last, but tough people like you do! Never give up when the going gets
tough because life will reward you with a beautiful gift. All you need to do is have faith.
18. You will never understand the power of your own strength until you experience being broken.
It will give you the ability to rebuild yourself and start over again. Only this time you will be
stronger, braver, and better.

59
 Self-Help: You can also refer to the sources below to help you further
understand the lesson:

courses.lumenlearning.com/…/what-is-an-informative-message

White, Carol; Getting Through Hard Time To Easier w/ These Positive Messages.

Let’s check:

Activity in ULOg:

1. Describe yourself by choosing at least 3 positive messages in ULOg.

In a Nutshell

Based on the example of informative message given above, give at least 3 feedbacks
whether or not there is something wrong in it.

Big Picture

Week 6-7: Unit Learning Outcomes (ULO): At the end of the unit,
you are expected to;
h. Determine E-mail messages and web writing
i. How Listening essential to Business

Big Picture in Focus: ULOh. E-mail Message and Web Writing.

60
 Metalanguage

In this section, the most essential terms relevant to the study of organization
communication and to demonstrate ULOh will be operationally defined to establish a
common frame of reference as to how the texts work in your chosen field or career. You
will encounter these terms as we go through the study of business communication.
Please refer to these definitions in case you will encounter difficulty in the understanding
of
e-mail message and web writing.
Please proceed immediately to the ―Essential Knowledge‖ part since the first
lesson is also definition of essential terms.

E-mail Messages and Web Writing

An email message is a text, typically brief and informal, that is sent or received over a computer
network.

While email messages are usually simple text messages, attachments (such as image files and
spreadsheets) can be included. An email message can be sent to multiple recipients at the same
time.

An email message is generally limited to one idea rather than addressing

several issues. If you address more than one topic in a single email message, chances
are the recipient will forget to respond to all points discussed. Discussing one topic
allows you to write a descriptive subject line, and the receiver can file the single subject
message in a separate mailbox if desired. If you must send a lengthy message, divide
it into logical sections for easy comprehension.

Edit all your emails for proper grammar, punctuation and spelling. Nothing
discredits you faster than sloppy email. Yes, you have spellcheck, I know, but not
61
 everyone hooks it up. Proofread. Nothing says 'I'm not a business professional,' faster
or more loudly than poor composition or writing skills.

In the workplace, email is a critical communication tool, so it is common for

an email message . . . to be distributed far beyond its intended range, sometimes
causing embarrassment (or worse) for the sender. In 2001, the head of Cerner
Corporation sent an angry email to managers, berating them for not working hard
enough. His tirade was posted to the Internet on a financial message board read by
many people. Investors feared that company morale was low, and the company's stock
value dropped 22 percent, costing stockholders millions of dollars. The New York
Times reported that the executive sent his next email message with the preface,
'Please treat this memo with the upmost confidentiality. . . . It is for internal
dissemination only. Do not copy or email to anyone else‘.

To write well for the web, you need to understand what today‘s Internet users want and
expect. Users want web content that:

 Is easy to skim & scan

 Is written in a style that is direct, concise and factual
 Is focused around their needs (not yours)
 Has credibility and inspires trust

10 Web Writing Tips

1. Understand how users read on the web

Users read differently on the web – unlike when they are reading a book from cover to cover. On the
web, users don‘t read word for word. They skim content, trying to get a quick impression of what it‘s
about. They scan for the bits they are interested in and ignore the rest. You need to understand
how users read on the web, then write content in a style that makes it easy for them.

2. Write content that is easy to skim & scan

 Be direct
 Start with your conclusion – this is called the Inverted Pyramid style
 Limit each paragraph to one key concept
 Use meaningful headings
62
 Use bullet points and numbered lists
 Include summaries or overviews
Learn more about how to write in a style that keeps your readers reading

3. Keep your wording short & simple

Be brief and concise. Reduce your word-count to a minimum. Write clearly and simply. If you are
writing for an expert audience explain your terms. Give your users links to simple background
information, so that the most casual visitor can work out what you are talking about .

4. Know your audience

Who are you are writing for? What are their needs? What will they come to your web page to find or
achieve? What is their level of expertise? Build a profile of your various audience groups. Focus
your content around your users‘ needs and tasks, not around yourself or your organization (user-
centric content writing).

5. Engage your user

Imagine who your user will be, and keep that imagined person in mind as you write for him or her.
Talk directly to your user. Provide interaction.
6. Build trust

 Be factual and accurate. Where appropriate, prove the verity of your information with links to
trusted websites or by quoting trusted authorities.
 Include only content which conforms to the purpose of your website.
 Protect privacy and respect copyright.
 Keep your content up to date.
 Publish your contact details. Provide users with a sense of knowing who is behind the website.
 Spell-check your content. Invite people to report errors, and fix it.

.
7. Test, refine your content

First test it yourself – review each web page while imagining how it reads to a new user. Then test it
on users to learn what works and what causes difficulties. Test your content on different audience
groups with different levels of knowledge. Test web page performance in all common browsers.
Test, refine, test, refine, test … (You get the idea).

8. Help people (and search engines) find your content

63
Organize your content so that your website is easy to navigate. Use hyperlinks to articles on your
own website and to other helpful sites. Do keyword research to determine what keywords people
are likely to use to find your content. Sprinkle your content with those keyword phrases, paying
particular attention to your article title, headings and your leading paragraph. Provide alternate text
descriptions for your images.

9. Create the right tone, look and feel

When creating web pages, aim for a unified tone, look and feel throughout your site. Aim for the
right tone to suit your audience group and your subject matter. Keep the tone of your website
unrelentingly positive. Use multi-media cautiously – it should enhance the page, not distract the
user. Develop an appropriate identifying brand if you do not already have one, and include it on
every page and communication. Color, images and the ‗tone‘ of your conversation with the user all
help to create a psychological impact on your users, and help to communicate a subtle message
about who you are.

10. Be generous with your expert knowledge

Users value expert knowledge. It can be a draw-card for visitors to your website and it helps to
build credibility because it establishes you as an authority on your subject. Don‘t give your expert
knowledge all at once. Organize it into digestible pieces. Give a summary first, and let your users
drill down for more details.

Web Writing vs. Print Writing

Before the invention of the World Wide Web, there was only one kind of writing: print writing. All the
writing that was done had been done on paper and its alternatives. But the computer changed that,
and now we have two types of writing: web writing vs. print writing.

That is all fine, but the question that comes to our mind is: which of them is better, and which should
I target?

As with all writing answers, the answer to the first question is: ―there is no such thing as ‗better‘ in
most situations.‖

And the answer to the second is: ―it depends.‖

Now, before you throw something at me, let me elaborate. (That‘s what we do here, after all).

64
Print writing

Print writing is the older form of writing. It isn‘t an interactive form of writing (means there are no
links, no multimedia, no multilayer form of interaction). Print writing is typically longer and more
formal than web writing (once again, the word ―typically‖ implies not always the case). And there‘s
one very important point.

Most of your written works will not be published in print.

What does this mean? It means that even you are outstandingly good, it‘s very difficult to break the
mold and get published, whether with a publisher (you know, the old fashioned ones), a magazine,
newspaper etc. You could write a 1000 works of art and have only 10 published, and that‘s a fact.

Whereas in web writing… an average guy could still publish his works online (e.g. at his own blog,
feature an article at an high trafficked site, online magazine etc). It makes a big difference whether
your work is published or not, and if you‘re only trying print writing, you‘ll have to come to terms with
the fact that like it or not, most of your writings will not be published.

Examples of print writing are: novels, nonfiction books, articles, essays, etc.

So for whom is print writing suitable?

Writers who are good and who do not fear from facing criticism; who are patient; who write
something which is suitable for everyone, i.e., publisher, reader, themselves etc. And most
importantly… writers who want to improve their writing.

It‘s also no secret that print writing is more profitable per word, but unless you‘re Stephen King
or J.K. Rowling, you‘ll most likely to work hard and wait for a lot of time to see your work in print. It
isn‘t even remotely easy.

For good to great writers who don‘t want to wait so much, there‘s a good alternative. Guess
what, it is web writing (alternatively called internet writing).

Web writing

You might not think that the Internet is a market for readers, but you‘d be wrong. In fact, for
several writers the Internet is a better market than print because of a variety of reasons such as
stability, less learning curve and a whole lot more. (Note that I didn‘t say ―most‖ instead of ―several.‖

65
As is the common advice – the whole theme of what we teach here on Writers‟ Treasure – what
works for one writer may not work for you, and so on.)

But let‘s backtrack. What is web writing?

The answer: it‘s simply writing which is published on the World Wide Web. As mentioned
earlier, it could be on a blog or a website of your own, as a guest post or featured article on a
popular website or a magazine, etc.

The great thing about web writing is that you don‘t have to wait for a year or two to get
published. You can simply open up a blog and publish your articles, essays, stories, whatever you
like. There isn‘t a specific time given for your works to be published. (E.g. Even if you get your novel
published, you‘re still given a period of nearly two years to wait to see it in the shelves).

Okay, so that‘s one benefit. What about others? The one I really like (and I think that you will
too) is that there is a lesser learning curve. Learning curve is a thing you‘re most likely aware about
and dislike. To every software there is a learning curve. To every market. For the print, the learning
curve stretches to years and years. And what about the Internet?

You only need to understand some things which have a minimal learning curve (writing
software, web publishing models, getting your article featured on websites, guidelines and more).

While I‘m not saying by any means that they are easy steps to master (if you want to know,
even I haven‘t fully mastered them yet) but certainly they‘re easier than the steps to master if you
want to succeed in print writing. For more, read this excellent internet writing post by Writing
Journey.

One more thing: when you write for the Web there are different things you should keep in
mind. Web readers don‘t read. They skim, read headlines, and then look around if you‘ve got
anything interesting. If you haven‘t, your place is as silent as a mountain. So if you haven‘t yet…
make your content better.

So which is better? Which do I need to target?

Ah, the inevitable question. As I said at the beginning, there‘s no right answer. Only you can
answer that question. Take away the basic points of both and analyze them for your situation. If you
feel that print writing is more better for you, go for it. And vice versa for web writing: go for it.

Why am I not giving a better answer? Because there are too many variables involved. Both
are hard and both are easy. It depends on you, the writer. Your niche, your expertise, your gut
66
instinct. The final takeaway: Research, analyze, and then choose which of them you should target.
If you do the research and the analyzing well enough, you should have an answer.

Set up Email Message

Whether you‘re looking for work, making new networking connections, or simply trying to
excel at your current job, it‘s essential to know how to write and send professional email messages.

This can be harder than it sounds. Many professionals have grown used to a very casual
approach to email in their personal lives. While slang, emoticons, and textspeak are usually OK
when you‘re emailing close friends, they won‘t fly in work correspondence. 1

It’s important to know how clean up your communications when you need to.

When might you need to send a professional email? There are a number of possibilities.
You might need to send your cover letter to a potential employer, a thank-you letter to a colleague
who agreed to be a reference, a resignation letter to your current boss, or a request for a letter of
recommendation.

You may have other reasons for sending non-personal emails, and in fact, it‘s a good idea to
make sure all your email is organized and professional.

Whenever you send professional email messages, it's really important to make sure the
message is perfect. You don't want to blow an opportunity by making any mistakes – either in how
you send emails or how you keep track of them.

Learn what to include in your messages, what not to include, and how to close, sign and send
your email messages.

Professional Email Message Guidelines

Review these steps to write a high-quality professional email, and you‘ll always make a great
impression on the recipient:

 Subject Line: The subject line should concisely convey your purpose for writing. Your
subject line can be as simple as "Thank You" or "Request for Recommendation."
 Greeting: Even if you are writing a very short email, include a greeting. If you know the name
of the person, include it. Unless you are on a first-name basis with the person, call them by
their title.
 Length: Keep your email as concise as possible. People tend to skim long emails, so only
include essential information.

Font Style: Avoid ornate, playful, or colored fonts; these simply distract the recipient from
your actual message.2

67
 Avoid overusing bold and italics as well, which make an email look cluttered. Do not write in
all capital letters either; this comes across as angry or overexcited in an email.

 Emoticons: Do not include emoticons in a professional email; save these for personal
correspondence.
 Spelling and Grammar: Just because you are writing an email does not mean you should
be sloppy about spelling and grammar. Edit your email carefully before sending it. An error-
free message tells the recipient that your email should be taken seriously.
 Closing: Sign off with a brief "Thank you," "Best," or another simple send-off, and then your
name. Most email accounts let you embed a signature with your name, title, and contact
information into every email. It is a terrific way to make each correspondence more
professional.

Additional Tips to Ensure Perfect Professional Email Messages

Once you‘ve written your email, go through all these steps before you click the ―send‖ button:

 Make Sure Your Message is Complete: Double-check to make sure the subject line of your
email is filled in, you have included a signature, you are sending the message to the right
contact person, and you have filled in the Bcc field to send a copy to yourself, so you have a
record of the email message.
 Proof Your Email Message: Before you hit send, also make sure you spell-check and check
your grammar and capitalization. They are just as important in email correspondence as they
are in a paper letter.
 Send a Test Email Message: Before you actually send your email, send the message to
yourself first to check that the formatting works and that nothing looks out of place. If
everything looks good, go ahead and send the email to the company or individual you‘re
contacting.

 Send a Copy of the Email Message to Yourself: Use the Bcc field to send a copy of the
email message to yourself, so you have a record of when you sent the message and who
you sent it to.3 You can also find this information in your sent folder.
 File Your Copies: With many email programs you can set up folders to make it easier to find
any important past emails. Set up folders for all your job search emails and other
professional emails and file your copies after you send your messages.

68
 Sample Email Message #1: Resignation Letter

Subject Line: Resignation – Bob Smith

Dear Ms. Jones,

I‘m writing to submit my resignation for my position as unit coordinator at Town Hospital,
effective June 10.

I‘m more grateful than I can say for all your support and assistance over the past five years.
Working here has been a first-class education in teamwork, healthcare administration, and
getting the job done. I‘ll miss working with you all, and hope you‘ll stay in touch.

Please let me know if I can be of any assistance during the transition.

Sincerely,

Bob Smith
B.Smith@email.com
555-123-4567

69
  Sample Email Message #2: Referral Request

Subject: Cynthia Dailey—Referral Request

Dear Barbara Cho,

Recently on LinkedIn, I spotted a job ad for the position of marketing assistant at XYZ Corp.
As I know you‘ve been there for several years now, I wondered if you might be willing to
give me a referral for the job.

I was especially excited to see that the job involves working heavily with your team on email
marketing and social media campaigns. Since we last worked together at ABC LLC, I‘ve
gained extensive experience with HubSpot, Google Analytics, and SurveyMonkey. I‘d love
to put these skills to work for XYZ.

I‘ve attached a copy of my resume and a link to my portfolio, so you can see my recent
experience. Please let me know if you have any questions or if you‘d like to see further
samples of my work.

Best,

Cynthia Dailey

cynthia@email.com
portfoliosite.com/cdailey
555-091-7865

70
Key Takeaways/ Tips

KEEP IT PROFESSIONAL: Business correspondence should be polished, even when you‘re

sending it via email.

BE CONCISE: Get to your point and be as clear as possible about what you need or have to offer.

EDIT, PROOFREAD, TEST: Make sure your message is free from errors and typos. Send a test
message to yourself before you hit ―send.‖

KEEP A RECORD: Bcc yourself on important correspondence and file each message in the
appropriate email folder for future reference.

Blind carbon copy, a copy of an email sent to someone whose name and address isn't visible to
other recipients.

Cc is short for carbon copy. Before mail went digital, carbon copy paper made it possible to send
the same letter to two people without having to write or type it twice.

The Shortcomings of Cc

There are some downsides to sending email carbon copies. When you use the Cc field, both the
original recipient and all carbon copy recipients see the email addresses the message was sent to,
and some people might object to their email address going public.

Plus, crowded Cc fields don't look good. They can become quite long and take up screen space.
Even worse, when somebody replies to all in your message, every addressee in the Cc field
receives the response.

What Does Bcc Mean?

Bcc stands for blind carbon copy. This field hides the email addresses entered in it. Only the original
sender of the email can view the Bcc recipients. So, to keep maximum anonymity, put your email
address in the To field and use Bcc for recipients.

15 Email Etiquette Rules Every Professional Should Follow

.1. Include a clear, direct subject line.

Examples of a good subject line include "Meeting date changed," "Quick question about
your presentation," or "Suggestions for the proposal."
"People often decide whether to open an email based on the subject line," Pachter says. "Choose
one that lets readers know you are addressing their concerns or business issues.
71
.2. Use a professional email address.
If you work for a company, you should use your company email address. But if you use a
personal email account--whether you are self-employed or just like using it occasionally for work-
related correspondences--you should be careful when choosing that address, Pachter says.
You should always have an email address that conveys your name so that the recipient knows
exactly who is sending the email. Never use email addresses (perhaps remnants of your grade-
school days) that are not appropriate for use in the workplace, such as "babygirl@..."
or "beerlover@..." -- no matter how much you love a cold brew.
3. Think twice before hitting Reply All.
No one wants to read emails from 20 people that have nothing to do with them. Ignoring the
emails can be difficult, with many people getting notifications of new messages on their
smartphones or distracting pop-up messages on their computer screens. Refrain from hitting Reply
All unless you really think everyone on the list needs to receive the email, Pachter says.
4. Include a signature block.
Provide your reader with some information about you, Pachter suggests. "Generally, this
would state your full name, title, the company name, and your contact information, including a
phone number. You also can add a little publicity for yourself, but don't go overboard with any
sayings or artwork."

Use the same font, type size, and color as the rest of the email.

5. Use professional salutations.

Don't use laid-back, colloquial expressions like "Hey you guys," "Yo," or "Hi folks."
"The relaxed nature of our writings should not affect the salutation in an email," she says. "Hey is a
very informal salutation and generally it should not be used in the workplace. And Yo is not okay
either. Use Hi or Hello instead."
She also advises against shortening anyone's name. Say "Hi Michael," unless you're certain he
prefers to be called "Mike."
6. Use exclamation points sparingly.
If you choose to use an exclamation point, use only one to convey excitement, Pachter says.
"People sometimes get carried away and put a number of exclamation points at the end of their
sentences. The result can appear too emotional or immature," she writes. "Exclamation points
should be used sparingly in writing."
7. Be cautious with humor.
Humor can easily get lost in translation without the right tone or facial expressions. In a
professional exchange, it's better to leave humor out of emails unless you know the recipient well.
Also, something that you think is funny might not be funny to someone else.
Pachter says: "Something perceived as funny when spoken may come across very differently when
written. When in doubt, leave it out."
8. Know that people from different cultures speak and write differently.
Miscommunication can easily occur because of cultural differences, especially in the writing
form when we can't see one another's body language. Tailor your message to the receiver's cultural
background or how well you know them.

72
A good rule to keep in mind, Pachter says, is that high-context cultures (Japanese, Arab, or
Chinese) want to get to know you before doing business with you. Therefore, it may be common for
business associates from these countries to be more personal in their writings. On the other hand,
people from low-context cultures (German, American, or Scandinavian) prefer to get to the point
very quickly.
9. Reply to your emails--even if the email wasn't intended for you.
It's difficult to reply to every email message ever sent to you, but you should try to, Pachter
says. This includes when the email was accidentally sent to you, especially if the sender is
expecting a reply. A reply isn't necessary but serves as good email etiquette, especially if this
person works in the same company or industry as you.
Here's an example reply: "I know you're very busy, but I don't think you meant to send this email to
me. And I wanted to let you know so you can send it to the correct person."
10. Proofread every message.
Your mistakes won't go unnoticed by the recipients of your email. "And, depending upon the
recipient, you may be judged for making them," Pachter says.
Don't rely on spell-checkers. Read and reread your email a few times, preferably aloud, before
sending it off.
"One supervisor intended to write 'Sorry for the inconvenience,'" Pachter says. "But he relied on his
spell-check and ended up writing 'Sorry for the incontinence.'"
11. Add the email address last.
"You don't want to send an email accidentally before you have finished writing and
proofing the message," Pachter says. "Even when you are replying to a message, it's a good
precaution to delete the recipient's address and insert it only when you are sure the message is
ready to be sent."
12. Double-check that you've selected the correct recipient.
Pachter says to pay careful attention when typing a name from your address book on the
email's "To" line. "It's easy to select the wrong name, which can be embarrassing to you and to the
person who receives the email by mistake."
13. Keep your fonts classic.
Purple Comic Sans has a time and a place (maybe?), but for business correspondence,
keep your fonts, colors, and sizes classic.
The cardinal rule: Your emails should be easy for other people to read.
"Generally, it is best to use 10- or 12-point type and an easy-to-read font such as Arial, Calibri, or
Times New Roman," Pachter advises. As for color, black is the safest choice.
14. Keep tabs on your tone.
Just as jokes get lost in translation, tone is easy to misconstrue without the context you'd
get from vocal cues and facial expressions. Accordingly, it's easy to come off as more abrupt that
you might have intended --you meant "straightforward," they read "angry and curt."
To avoid misunderstandings, Pachter recommends you read your message out loud before hitting
send. "If it sounds harsh to you, it will sound harsh to the reader," she says.
For best results, avoid using unequivocally negative words ("failure," "wrong," "neglected"), and
always say "please" and "thank you."
15. Nothing is confidential--so write accordingly.
Always remember what former CIA chief General David Petraeus apparently forgot,
warns Pachter: Every electronic message leaves a trail.

73
"A basic guideline is to assume that others will see what you write," she says, "so don't write
anything you wouldn't want everyone to see." A more liberal interpretation: Don't write anything that
would be ruinous to you or hurtful to others. After all, email is dangerously easy to forward, and it's
better to be safe than sorry.

Self-Help: You can also refer to the sources below to help you further
understand the lesson:

Blakesley, David & Hoogeveen, Jeffrey L.; The Thomson Hand Books,

Thomson Learning, 2008

Brech, Jana; 2013 July 17; 10 Web Writing Tips

Doyle, Alison; 2019 December 27; How To Write and Send

Professional E-Mail Messages

Kerr, Cherie; The “Bliss or Diss” Connection? E-mail Etiquette
For the Business Professional, Execuprov Press 2007

Lehman, Carol M. & Dufrene, Debbie D. Business Communication 16

ed. South Western Cengage, 2011

Nordquist, Richard ; 2019 November 4; Email Message

Patel, Idress; Web Writing vs. Print Writing

Smith, Jacquelyn; Business Insider 15 Email Etiquette Rules Every

Professional Should Follow

Tschabitsher, Heinz; 2020 February 3; How To Email Multiple Rece-

Pients Using Cc and Bcc

74
Let’s check:

1. Differentiate between Email writing and Web writing( 100 words)

_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
______________________________________________________________

In a Nutshell

Write a professional email showing the complete parts.

Big Picture in Focus: ULOi. How Listening Essential to Business

Metalanguage

In this section, the most essential terms relevant to the study of organization
communication and to demonstrate ULOi will be operationally defined to establish a

75
 common frame of reference as to how the texts work in your chosen field or career. You
will encounter these terms as we go through the study of business communication.
Please refer to these definitions in case you will encounter difficulty in the understanding
of how listening is essential to business.
Please proceed immediately to the ―Essential Knowledge‖ part since the first
lesson is also definition of essential terms.

Essential Knowledge

To perform the aforesaid big picture (unit learning outcomes) for the seventh
week of the course, you need to fully understand the following essential knowledge that
will be laid down in the succeeding pages. Please note that you are not limited to
exclusively refer to these resources. Thus, you are expected to utilize other books,
research articles and other resources that are available in the university‘s library e.g.
ebrary, search.proquest.com etc.

Listening to give attention to someone or something in order to hear him, her, or

it:
„Hearing‟ is an event; it is something which happens to us as a natural process. „Listening‟ is an
action; it is something we do consciously. …

How to be a good listener

Being a good listener can help you to see the world through the eyes of others. It
enriches your understanding and expands your capacity for empathy. It also increases your contact
with the outside world by helping you improve your communication skills. Good listening skills can
provide you with a deeper level of understanding about someone‘s situation, and helps to know
what words are best to use or which words to avoid. As simple as listening (and acknowledging)
may seem, doing it well, particularly when disagreements arise, takes sincere effort and lots of
practice.

Active Listening

76
 Active listening is a skill that can be acquired and developed with practice. However,
active listening can be difficult to master and will, therefore, take time and patience to develop.
Active listening means, as its name suggests, actively listening. That is fully concentrating
on what is being said rather than just passively ‗hearing‘ the message of the speaker.

Active listening involves listening with all senses. As well as giving full attention to the
speaker, it is important that the ‗active listener‘ is also ‗seen‘ to be listening - otherwise the speaker
may conclude that what they are talking about is uninteresting to the listener.

Interest can be conveyed to the speaker by using both verbal and non-verbal messages
such as maintaining eye contact, nodding your head and smiling, agreeing by saying ‗Yes‘ or simply
‗Mmm hmm‘ to encourage them to continue. By providing this 'feedback' the person speaking will
usually feel more at ease and therefore communicate more easily, openly and honestly.

Six key tips for disagreeing with someone -- respectfully, of course.

1. Focus on Facts
A strong argument is one that uses facts over opinion. But, that can be difficult to
remember when you're in the middle of a disagreement.
However, a respectful -- not to mention compelling -- disagreement is one that prioritizes logic over
your emotions about the situation. So, don't forget to place your emphasis on the reasoning and
information supporting your disagreement.
Not only will that make you much more convincing, but it'll also make it clear that this
isn't personal.

2. Don't Get Personal

Speaking of getting personal, it's something you want to avoid at all costs when
disagreeing with someone -- particularly in a professional setting. Obviously, that means you
shouldn't put down the other person or attack his or her ideas and beliefs. That's not at all helpful or
productive.
Instead, focus on illustrating why you feel the way you do. Remember, your goal is to effectively
present your ideas -- not to just poke holes in the other person's.

3. Recognize the Good

Yes, you're disagreeing with this person. But, rarely is a suggestion so bad that you can't
find a single nugget of wisdom hidden in there somewhere. Before launching right in with your
argument, it's best if you can preface it with something that you like about that person's original
suggestion -- and then use that as a launching point for your own idea.
For example, something like, "I definitely think you're on the right track in saying that we need to
improve our customer response time. But, what if we did it this way instead?" shares your idea in a
way that's friendly and collaborative -- and not at all accusatory.

77
4. Remember to Listen
There's a trap that's all too easy to fall into when you find yourself in the middle of a
disagreement: Rather than actively listening, you're just sitting there waiting for your chance to
respond.
Unfortunately, conversations where you're completely tuning the other person out are never
productive. So, remember to actually listen to the points your conversational partner is presenting.
You might be surprised -- you could end up finding an even better solution that way.

5. Use "I" Statements

Which one of the following statements sounds more harsh and critical?
"You always come up with these big ideas so close to the deadline that you only make things harder
for everybody."
"I see where you're coming from, but I'm concerned we might be getting too close to the deadline
for major changes."
Chances are, the first one made you recoil just a little bit. This example is an adequate
representation of why it's best to use "I" statements when disagreeing with someone. It's just
another subtle way to illustrate that your disagreement isn't a personal attack.
No, effectively disagreeing isn't all about sugarcoating what you're trying to say. But, making even
this small effort to soften your language can make a big difference in how your message is received.

6. Know When to Move On

That cliché catchphrase "agree to disagree" is oft-repeated for a reason: It can be a
handy sentiment to lean on when you need it.
Perhaps one of the most important pieces of respectfully disagreeing with someone,
knowing when you need to just call it quits and move on.
No, it's not always easy to swallow your pride and walk away -- particularly when you feel strongly
about your side. But, sometimes it's the best thing you can do. Disagreements are inevitable. But,
there's definitely a wrong way and a right way to present your own arguments.

Self-Help: You can also refer to the sources below to help you further
understand the lesson:

Boogaard, Kat; The Muse; 6 Smart Ways to Disagree with Someone,

Respectfully.

Cambridge Dictionary

https://www.skillsyouneed.com/ps/active_listening/html
78
Ratson, Moshe; 2020 April 29; MFT, PCC; How to be a Good Listener

Let’s Check:

1. Explain why listening is important in business dealing? ( explain in 50 words).

In a Nutshell

Why” I” statement in disagreeing someone is better than using “you” statement? ( explain in 50
words)

Big Picture

Week 8-9: Unit Learning Outcomes (ULO): At the end of the unit,
you are expected to;
j. Understand how to write proposals, Progress Report; Report.
k. Resume, kinds of Resume and how to prepare on line resume.

Big Picture in Focus: ULOj. Understand how to write Proposal and

Progress Reports, Report.

Metalanguage

In this section, the most essential terms relevant to the study of organization
communication and to demonstrate ULOj will be operationally defined to establish a
common frame of reference as to how the texts work in your chosen field or career. You
will encounter these terms as we go through the study of business communication.
79
 Please refer to these definitions in case you will encounter difficulty in the understanding
of Proposals and Progress Reports.
Please proceed immediately to the ―Essential Knowledge‖ part since the first
lesson is also definition of essential terms.

Essential Knowledge

To perform the aforesaid big picture (unit learning outcomes) for the eight week
of the course, you need to fully understand the following essential knowledge that will be
laid down in the succeeding pages. Please note that you are not limited to exclusively
refer to these resources. Thus, you are expected to utilize other books, research articles
and other resources that are available in the university‘s library e.g. ebrary,
search.proquest.com etc.

Proposal and Progress Reports

A proposal letter is a written offer from an individual, a group of people or from an

organization to another to propose something. This is a way of communication that creates an
opportunity for a person or an organization to interact well and get offers for business
opportunity. When writing this letter, one has to be keen and accurate on the proposal so that
they can get the opportunity they are asking for. It is therefore important to consider using a
proposal letter sample when writing to get the right guidelines on how to write it.

What to include in a proposal letter

Format the Letter

Write on your letterhead, which contains all your contact information. This is centered at the top.

If you do not have a letterhead, type your name and address in the right upper corner.

Type the recipients‘ address.

80
Type in the date just below the recipients address

Put in the reference on what you are proposing.

Address the Recipient

Begin the letter by a formal greeting using the proper title of the recipient. The proper title include
Mr. , Mrs. Or Miss. Start the greetings with a colon, that is to say that your greetings should start
with something like, ―Dear Mrs. Jakes‖.

Provide Background Details

Background details are given in the first paragraph. This is especially done if you are writing in
reference of a previous meeting that was held. Make sure you quote the date you held the meeting.

State Your Purpose

State the goal of this letter and the request that you are passing forward make sure that your details
are clear for the recipient to understand. Include the terms that govern your proposal. Request a
follow up from the recipient in the last paragraph of the body of your letter.

Close the Letter

Do this by thanking the person for his consideration. Encourage them to contact you if they have
further questions.

Attach Documentation

Remember to attach any form of documentation that supports your proposal. Denote these
enclosures by typing ―enclosures‖ on the left side beneath your signature and list the enclosures.

81
Sample Proposal Letter

CWF Investment Company James Parker

Managing Director
London, United Kingdom

January – 7 – 2022

Mrs. Carol Seth

Hope for Life School
4375 Foothill Road

Pleasanton.

Re: Proposal on Expansion Of Admin Block And Set Up Of Library

Dear Mrs. Smith,

This is in response to our meeting that was held in December 11 2021.

After sitting down with my team, we have come up with a proposal that will help the school in
achieving its goals.

After our analysis we came up with a step-by-step process that will help in investment program
towards expanding the school administration block as well as setting up a library that will give the
students an opportunity to study in a good environment.

This school being a school that is volunteering towards helping the less fortunate in the society, our
proposal is that my team, your school management team and the sponsors should organize a
meeting very soon to discuss on the process of achieving these two important

blocks.

In the meeting that will be scheduled, these are the proposed agendas that will be discussed:

1. Budget of the building

We already have a budget of all that is needed to achieve this goal and will present it to you
immediately you request for it.

2. The best area to set the buildings

This is of course within the school compound, but we have to strategize on the best area so that we
don‘t distract the daily activities of the
82
school.

3. The best time to start

All the members involved for conveniences purposes will agree this to make sure that all the parties
involved will be able to participate.

Feel free to call me anytime for further questions. My team is looking forward to working with you
towards making the society a better place to live in.

Please get back to me on what you think about the meeting.

Thanking you

Yours sincerely,

James parker
For CWF Investment Company.

Progress Reports

A progress report is an executive summary of the progress an individual (and

his team) has made on a certain project over a certain time frame. An individual
may report and explain the work that has been covered, resources spent,
unexpected problems or instances that the project has undergone (if any),
estimated time of completion, and other details concerning the project at hand.

A progress report is created to give the recipient (e.g. supervisors,

managers, or office heads) an overview of the overall status report of a specific
project. This gives them a chance to evaluate your performance, and request a fe w
changes if necessary. They can also be informed of the problems which have
affected and might affect the project.

83
 Steps in Writing a Progress Report

Writing a progress report might not come easy to most people, especially for beginners. Still, a
progress report is an important document which gives the writer a chance to communicate with
the recipients.

 Figure out the purpose of your progress report: This will be your guide on how to write
your report.

 Begin by writing the header: This typically includes the project report name (or report
subject), writer‘s name and position, date of submission, name, and position of the recipient,
etc.

 Compose the introduction: Provide an overview of your report to your readers.

 Write the body of the report: Provide information on the tasks that have been completed, the
problems you have encountered so far and the action plans you have done to solve them.

 Add a few details on your future plans for your project: Discuss the tasks you plan on
doing in the future, and the specific time needed to accomplish such tasks. You may also
include a forecast of the possible problems you might encounter.

 Create a summary of your report: Only provide the key points you have discussed in your
progress report.

 Review and revise your report: You can create a checklist in excel to guide you in revising
and polishing your report.

Dos and Don’ts in Writing a Progress Report

Dos
 Think about your audience. Learn how to communicate with your audience.

84
 Be direct to the point. Avoid adding unsolicited opinion, and go straight to the point.

 Stick to the topic. Do not confuse your readers by including unnecessary topics.

 Keep it simple and concise. Deliver your formal report using a few words.

 Mind your language and tone. Use formal language and tone in your report. Avoid sounding
too casual or friendly. Use simple language in writing.

 Be consistent. Try to stick to the format you use for your other progress reports.

 Use a few visual aids. Include a few visuals (graphs, figures, diagrams, charts in pdf, etc.) to
support your report.

 Cite sources. Recognize the sources of your information in your report.

Don’ts
 Use vague words. Be specific. Avoid making vague statements and exaggerated expressions.

 Write long sentences. Keep your sentences short and direct to the point.

 Submit a draft. Always review our work before submitting it.

 Include unrelated points. Unrelated points will only waste yours and your readers‘ time.

 Blame people. Avoid complaining, making excuses, or shifting the blame to other people
when problems arise. Suggest possible solutions for such problems instead.

85
 General FAQs
1. Define a Progress Report.

A progress report can be defined as a report on how much work has been done successfully. It
explains, in detail, about how far one has reached in the completion of a project. It outlines the
activities carried out, the tasks completed, the milestones reached, and mainly, the step -by-
step project plan.
2. What is the importance of using a Progress Report?

Progress reports are used to inform someone about the progress you have made in the project
over a certain timeframe given to you. The project can be the design, construction or repair of
something, a study or research of an issue, etc. Progress reports help you keep track of all the
activities done.
3. What are the functions of a Progress Report?

A few functions of a progress report are as follows:

 Reassures recipients that you are making progress

 Guarantee that the project is running smoothly and that it will be completed by a specific date

 Gives recipients a chance to evaluate the work

 It allows the clients to request for any changes if needed.

4. What is the difference between a Progress Report and a Status Report?

A progress report communicates the current status of what is going on in the ongoing project.
Wheres, a status report is an update on the entire range of the operations of all the
departments and divisions of the organization.
5. What are the types of a Progress Report?

There are three major types of progress report:

 Memo: it is short and is only used for reports for communication purposes within the entity

 A letter or email: can be used for reports within or outside of an organization

86
 Formal report: it is longer and is mainly used for reports outside an organization.

Report an account or statement describing in detail an event, situation, or the like, usually as the
result of observation, inquiry, etc.:

Proper Report Writing Format

1. Preparation and Planning

First, you should take some time to prepare and plan for your report. Before you start writing,
identify the audience. Your report should be written and tailored to the readers' needs and
expectations. When planning, ask yourself several questions to better understand the goal of the
report. Some questions to consider include:

 Who are the readers?

 What is the purpose of the report?
 Why is this report needed?
 What information should be included in the report?
Once you identify the basics of your report, you can begin to collect supporting information, then
sort and evaluate that information. The next step is to organize your information and begin putting it
together in an outline. With proper planning, it will be easier to write your report and stay organized.

2. Formatting the Report Elements

To keep your report organized and easy to understand, there is a certain format to follow. This
report writing format will make it easier for the reader to find what he is looking for. Remember to
write all the sections in plain English, except the body, which can be as technical as you need it to
be.

The main sections of a standard report are as follows.

87
Title

If the report is short, the front cover can include any information that you feel is necessary, such as
the author(s) and the date prepared. In a longer report, you may want to include a table of
contents and a definition of terms.

Summary

The summary consists of the major points, conclusions, and recommendations. It needs to be short,
as it is a general overview of the report. Some people will read the summary and only skim the
report, so make sure you include all of the relevant information. It would be best to write this when
the report is finished so you will include everything, even points that might be added at the last
minute.

Introduction

The first page of the report needs to have an introduction. Here you will explain the problem and
inform the reader why the report is being made. You need to give a definition of terms if you did not
include these in the title section, and explain how the details of the report are arranged.

Body

This is the main section of the report. The previous sections needed to be written in plain English,
but this section can include technical terms or jargon from your industry. There should be several
sections, each clearly labeled, making it easy for readers to find the information they seek.
Information in a report is usually arranged in order of importance with the most important
information coming first. Alternatively, you might choose to order your points by complexity or time.

Discussion

If you wish, this optional section can be included at the end of the main body to go over your
findings and their significance.
88
Conclusion

This is where everything comes together. Keep this section free of jargon as many people will just
read the summary and conclusion.

Recommendations

This is where you discuss any actions that need to be taken. In plain English, explain your
recommendations, putting them in order of priority.

Appendices

This includes information that the experts in the field will read. It has all the technical details that
support your conclusions.

Self-Help: You can also refer to the sources below to help you further
understand the lesson:

Dictionary.com/browse/report

Example.com/business/write-a-progress-report.html

Grammar.yourdictionary-com/style-and-usage/report-writing-format.html

www.docformats.com/proposal-letter

Let’s check

1. Write a written proposal ( any kind)

89
In a Nutshell

1. Compare written proposal and progress report in 50 words only

Big Picture in Focus: ULOk. Knowing resume, kinds of resume and

on line resume.

Metalanguage

In this section, the most essential terms relevant to the study of organization
communication and to demonstrate ULOk will be operationally defined to establish a
common frame of reference as to how the texts work in your chosen field or career. You
will encounter these terms as we go through the study of business communication.
Please refer to these definitions in case you will encounter difficulty in knowing resume,
kinds of resume and on line resume.
Please proceed immediately to the ―Essential Knowledge‖ part since the first
lesson is also definition of essential terms.

Essential Knowledge

To perform the aforesaid big picture (unit learning outcomes) for the eight week
of the course, you need to fully understand the following essential knowledge that will be
laid down in the succeeding pages. Please note that you are not limited to exclusively

90
 refer to these resources. Thus, you are expected to utilize other books, research articles
and other resources that are available in the university‘s library e.g. ebrary,
search.proquest.com etc.

Resume a brief written account of personal, educational, and professional qualifications and
experience, as that prepared by an applicant for a job.

There are several basic types of resumes you can use to apply for job openings. You can
choose to write a chronological, functional, combination, or a targeted resume. Each resume type is
used for different purposes. Therefore, when deciding which type of resume to use, you have to
think about your current circumstances.

Chronological Resume

A chronological resume starts by listing your work history, with the most recent position
listed first. Below your most recent job, you list your other jobs in reverse chronological order.
Employers typically prefer this type of resume because it's easy to see what jobs you have held and
when you have worked at them. This is the most common resume type.

This type of resume works well for job seekers with a strong, solid work history. If you are
starting your career, or if you are changing career fields, you might consider a different resume type.

Functional Resume

A functional resume focuses on your skills and experience, rather than on

your chronological work history. Instead of having a ―work history‖ section at the top of your resume,
you might have a ―professional experience‖ or ―accomplishments‖ section that lists various skills you
have developed over the years.

A functional resume also sometimes includes a resume summary or headline at the

top, which details a person‘s skills and achievements. A functional resume might not include
one‘s employment history at all or might have a concise list of work history at the bottom of the
resume.

Functional resumes are used most often by people who are changing careers or who
have gaps in their employment history. It is also useful for people who are new to the workforce,
have limited work experience, or who have a gap in their employment. By highlighting skills rather
than work history, one can emphasize that he or she is qualified for the job.

91
Combination Resume

A combination resume is a mix between a chronological resume and a functional resume.

At the top of the resume is a list of one‘s skills and qualifications. Below this is one‘s chronological
work history. However, the work history is not the focus of the resume and typically does not take up
much space on the resume.

With this type of resume, you can highlight the skills you have that are relevant to the job
you are applying for, as well as provide your chronological work history. After all, most employers
want to see your chronological work history, even if that history is not very extensive.

This kind of resume helps you highlight what makes you the best fit for the job, while still
giving the employer all the information he or she wants.

Infographic Resume

Infographic resumes include graphic design elements in addition to or instead of text. A

traditional resume uses text to list a candidate's work experience, education, and skills, while an
infographic resume uses layout, color, design, formatting, icons, and font styling to organize
content.

Resume with Profile

A resume with a profile section includes a concise summary of an applicant‘s skills,

experiences, and goals as they relate to a specific job. This summary (typically no more than a
couple of sentences long) helps the candidate ―sell‖ his or herself to the company to which he or
she is applying.

Adding a profile is helpful for almost any applicant. If you have extensive experience, a
profile can concisely explain that experience to the hiring manager right away. If you have limited
work experience, a profile can help you highlight the skills that you do have.

Targeted Resume

A targeted resume is a resume that is customized to specifically highlight the experience

and skills you have that are relevant to the job you are applying for. It takes more work to write a
targeted resume than to click to apply with your existing resume. However, it's well worth the effort,
especially when applying for jobs that are a perfect match for your qualifications and experience.

Try to write a targeted resume for every job. Employers can easily see when you submit a
generic resume, rather than thinking about why you are qualified for that specific job.

92
Nontraditional Resume

A nontraditional resume is a unique version of your resume that may include photos,
graphics, images, graphs, and other visuals. It might be an online resume, or a physical resume
with infographics, as mentioned above. It could also be a video or a resume on a social networking
website.

Nontraditional resumes are ideal for people in creative fields, who want to demonstrate
their ability to create visually engaging designs or to create web pages. It can be a good way for a
job candidate to stand out from the crowd in professions like design, web design, journalism, and
more.

Mini-Resume

A mini-resume contains a brief summary of your career highlights and qualifications. It

only contains the information that relates to the position you are applying for or the industry you
would like to work in.

In most cases, your traditional resume will be appropriate. A mini-resume, however, can
be useful at job fairs or career networking events when you're meeting with many people and want
to leave them with something more than just a business card. You can also use a mini-resume
when you're networking and would like your contact to pass on your information to a hiring manager
or recruiter.

10 Tips to Enhance Your Resume

Resumes are an important tool in any job search, and they can make or break you as a
candidate. This may seem like a lot of pressure, but getting the right format for a resume is easier
than it seems at first. Use this advice to make your resume better than it's ever been before.

1. Use Concrete Success Measurements; Don't just say that you did something; give some
stats that show how much you succeeded. The right way to do this will vary depending on
your career. If you're in sales, for example, you can say "negotiated $10.2 million in
contracts" rather than just saying "negotiated numerous important contracts."

93
2. Show, Don't Tell; Don't use subjective statements like "great communicator." Instead, give
examples of why that's true. You can say something like "counseled patients from a variety of
different backgrounds" or something similar to show how you use your skills.

3. Keep It Short; Resumes aren't places for complete sentences. Make all your descriptions
short and to the point so the reader can scan through and get a good idea of what you've
done. Use the smallest number of words possible to make your point.

4. Format It Right; It's a good idea to structure your resume in discrete sections and use bullet
points or other formatting tricks to keep it organized. The goal is, again, to make it scannable
and do the hiring manager a favor by avoiding taking up too much time.

5. Work From the Job Description; It's essential to tailor your resume for each individual job
description. You'll want to emphasize different aspects of your skill set and experience based
on what each individual employer is asking for.

6. Include the Right Keywords; As part of working from the job description, include some of
the language used in the job description. Keywords, especially those used to describe
specific qualifications and job responsibilities, are often the first step in screening resumes.
Whether it's a computer or a person doing the screening, they'll probably do a quick search
to see if you've included the right keywords.

7. Put Education in Its Proper Place; How important is your education to the position you're
applying for? If the employer specifically asks that applicants have a specific type of degree,
you should emphasize that more than less-relevant information, like an objective statement
or skills the job post didn't ask for. If education isn't mentioned in the post at all, you may
want to leave it out so you can have space to include more relevant information.

8. Use Creativity Judiciously; Your resume can be more than just a list of what you can do; it
can also show off how well you understand the industry. If you're applying for a job at a
buttoned-up law firm, keep your fonts and formatting simple and clean. If you're applying for
a job at a fun tech startup, you can get a little more creative with colors and graphics, but
don't waste space with this formatting.

9. Optimize for Mobile; A one-column design can make it easier for prospective managers to
read your resume on their cellphones. You never know how and when they're going to look
at it, so it makes sense to make your resume as readable on different devices as possible.

10. Summarize; You don't need to include every single job you've ever had on your resume.
Only include what's most relevant for where you are right now. If you're concerned that doing
this will make it look like you have employment gaps, you can use a header like "selected
experience" or "relevant experience" to clarify.

94
 Self-Help: You can also refer to the sources below to help you further
understand the lesson:

Doyle, Alison; 2020 January 03; Different Resume Types

Markets, Informa; 2020 June 22-26; Omnia Health

www.dictionary.com/browse/resume

www.simpli.com/article/10-tips-enhance-your-resume

Let’s Check

1. Among the types of resume, which do you think is suited to your present status? Why? (
write in 50 words)

In a Nutshell

1. Prepare a short and concise resume ( any type)

95