LANGUAGE OF

COMMUNICATION
DLE 107, COMMUNICATION SKILLS IN ENGLISH I
PREPARED MADAM CAMMY
IUKL
Language of communication
◦ PUNCTUATION
◦ Punctuation is used to clarify the meaning of what is written.
◦ Errors in punctuation can create confusion and lead to failure in
communication.
◦ Punctuation is not difficult but certain rules apply.

1) Full stop, question mark and exclamation mark

◦ All these symbols indicate the end of a sentence.

◦ A full stop marks the end of the sentence.
◦ Why do we use a question mark at the end of some sentences?
◦ Strong emotion is indicated by an exclamation mark. Wow!
2) Comma (,)

◦ Commas are used:

◦ When three or more items are listed.
◦ To follow a introductory dependent clause.
◦ Before you can gain promotion (dependent clause), you need a lot of experience.
◦ To set off a descriptive group of words.
◦ Melanie, the new Marketing Director, started work today.
◦ Where two complete thoughts are separated by but, or, yet, so, for, and or
nor
Common errors with commas
◦ A comma splice is a comma used between two main clauses where
really a comma is just not enough.
 WRONG RIGHT

I ordered more pendrives, they will be I ordered more pendrives. They will be
delivered next week. delivered next week.

◦ Fused sentences. A fused sentence is when two main clauses are run together with no
punctuation or with just a comma where a full stop is needed.
WRONG RIGHT
I will see you next week, meanwhile let I will see you next week. Meanwhile let
me know if you have any queries. me know if you have any queries.

Her arm was injured, therefore, she Her arm was injured. Therefore she
could not go to work. could not go to work.
◦ Semi-colons (;)
◦ A semi-colon can be used:
◦ To represent a pause longer than a comma and shorter than a full stop.
;
◦ E.G. We must buy the new book it will be valuable for reference purposes.
◦ To separate items in a list which already contains commas.
;
◦ E.G. Three new employees are needed in personnel, purchasing and sales; one in marketing two in administration and
one is computing.

◦ Colons (:)
◦ A colon is most commonly used to indicate that something will follow. Use colon:
◦ To introduce a list with expressions like ‘following’, ‘namely’, ‘that is’.
◦ E.G. Many items are on sale today, namely: computers, stereos and televisions.
3) Dashes and Hyphen
A dash is used:
◦ To show an extension of thought in a sentence.
◦ E.G I never thought I would pass my exam – but I was wrong
◦ as an alternative to brackets
◦ E.G. everyone –and that includes you – must attend the staff meeting.
◦ Hyphens are mainly used in compound words, where two or more words are treated as one: self-
employed, user-friendly, large-scale, up-to-date

4) Apostrophes (‘)

◦ Apostrophes create a lot of confusion, but if you take a few moments to study these
simple rules you will soon realise that they are not as difficult as they seem.
◦ An apostrophe is used:
◦ To indicate omission of a letter or letters. E.G It’s (It is), don’t (do not)
Apostrophes

◦ to show ownership or possession when the owner is singular

◦ to show ownership or possession when the owner is plural.

Commonly confused words

◦ Similar words can caused problems for even the most careful writer. The spell checker on
your computer will not tell you whether you have chosen the correct word so it is important
to know how each one is used.
◦ ACCEPT means to receive something. EXCEPT means to exclude
◦ The teacher did not ______________the student’s excuse.
◦ Everyone ________________Harry was pleased.
o AFFECT means to influence. EFFECT means: a result ( as a noun) or to bring about (as a verb)
o How can we __________this change in procedure?
o Will this change ___________your work routine?
◦ Less is used for quality or degree. Fewer is used for number.
◦ There are _________students in the class this year.
◦ _______ than 20 students completed the form.
◦ Practice is the noun. Practise is the verb.
◦ You must ___________ what you preach.
◦ It is about time you put this rule into __________.
◦ Principal means the main or first in importance. Principle means a rule.
◦ The ___________ cause of the accident was engine failure.
◦ It is simply a matter of _____________.
◦ Some time means a period of time. Sometime means at a vague, unspecified time. Sometimes means
occasionally.
◦ I plan to go to back to Beijing _____________.
◦ I must spend ______________ studying my spellings.
◦ ___________ I wish I was 21 again.
◦ Bones of Contention
◦ In this section, it is explore the common problems in language usage.
◦ Although...but
◦ In the English language it is not correct to use ‘but’ in a sentence which begins
‘Although’
◦ Although I listened carefully but I still did not understand ( X)
◦ Although I listened carefully, I still did not understand. (√)
◦ Dangling principles
◦ A participle (ending in –ing) in a subordinate clause should have a subject
◦ Sitting in my chair, the doorbell rang. ( X)
◦ (subject: doorbell, which cannot sit)
◦ Sitting in my chair, I heard the doorbell ring. (√)
 ◦ As a valued employee, I would like you to attend the special anniversary celebration. ( X)
◦ (this implies that I am a valued employee)
◦ As a valued employee, you are invited to attend the special anniversary celebration. (√)
Either/neither/every
o All these words take singular verbs.
o Neither of the applicants is suitable.
o Either one of the girls is willing to help you.
o Every student in the class has a computer.

Should/would
o Conventions surrounding use of would/should are very complicated and they create much confusion. In formal
English I/We is followed by shall/should. You/he/he/they/it is followed by will/would. For instance:
o I shall see him tomorrow
o He said he would see me tomorrow.
o He will see me tomorrow
o I said I should see him tomorrow.
MODERN BUSINESS
COMMUNICATION
•What is modern business communication
•When does written communication fail?
•Remember your ABC
•Create KISS able communication
•Touch up your tone
•The four-point plan for successful structuring
 Modern business communication

◦ Writing styles have changes tremendously over the years . The aim in modern business communication is
to write in a friendly, informal using plain language, as if you are having a conversation.
◦ When does written communication fail?
◦ Your sex has been changed. You were addressed Mr instead of Mrs or Miss, Ms
◦ The structure of the document has been given a little thought. It is all jumbled up.
◦ The purpose of the communication is not clearly stated.
◦ There are errors in spelling, punctuation and grammar.
◦ The tone is all wrong – maybe critical, condescending or intimidating
◦ Important information has been omitted. You have to make a phone call for
clarification.

REMEMBER YOUR ABC

◦ The main purpose of any communication is to be understood and effective. If

you are to achieve these objectives you must ensure that all your
communications follow the ABC rule. They must be:

Accurate Brief Clear

Remember your ABC
◦ ACCURACY
◦ Get your facts right: always aim to include all necessary details
in your communication.
◦ Be specific not vague. Communications sometimes fail if the
writer has not included all the essential details.
◦ For instance:
◦ The meeting has been postponed (X)
◦ The meeting has been postponed to Monday 14 July at 10.30 am. (√ )
◦ BREVITY
◦ Busy business men and women do not have time to read
long documents. They welcome communications that are
direct and to the point while retaining courtesy.
◦ For instance.
◦ I am in receipt of your letter of 8 July which we received today.
(X)
◦ Thank you for your letter of 8 July. (√)
◦ CLARITY
◦ Use clear language that your reader will understand, with
plain words rather than long words.
◦ For instance:
◦ Terminate == end
◦ Assist === help
Create KISSable communications
◦ The essence of good business writing today is to keep it to the bare essentials.
You must get to the point in the quickest possible way, while retaining courtesy.
KISS stands for

K eep

I t

S hort and

S imple
Touch up your tone
◦ It is vitally important that you choose your words carefully. You can
be firm or friendly, persuasive or conciliatory – it depends on the
impression you wish to convey. It is important to try to get the tone
right, because using the wrong tone could cause real offence to your
reader.
◦ Avoid irritating expressions
◦ For instance:
◦ your failure to reply.. ,You failed to…., You did not see… it is not our fault…,
You should know…,you should not expect to…, you cannot expect…
Polish up your professionalism
◦ Avoid negativity
◦ Which of these impression is more positive:
◦ “the glass is half full OR
◦ “the glass is half empty”.
 Using positive language in face-to-face communication is a
winning technique. Positive writing will give the reader a
better impression and ultimately improve its effectiveness.
The four point plan for successful
structuring
◦ Many business documents are short and routine. They can be written without any
special preparation. Other documents require more careful thought and planning.
◦ The four-point plan illustrated in this diagram provides a simple framework for
structuring all your business communication.

INTRODUCTION

●
Why are you writing?

DETAILS

●
Give instruction, ask for information, provide relevant details
RESPONSE OR ACTION

●
What action do you want the reader to take?
●
What action will you take?

CLOSE

●
Perhaps a summary or conclusion is necessary?
●
e.g. You cooperation is highly appreciated.
●
I look forward to hearing from you soon..