The document provides guidance on various business communication skills including networking, telephone skills, discussions and meetings, presentations, business writing, memos, emails, faxes, cover letters, resumes, and business reports. Some key points covered include introducing yourself at networking events, using appropriate etiquette on phone calls, giving structured presentations with visual aids, writing formal business letters and emails, and producing short and long reports with clear introductions, bodies, and conclusions.

1. Topic 1 Networking at the Workplace
1. Starting a conversation
a. Introduce yourself: You need to use the right words, smile
and eye contact
b. Introduce others: you need to mention the name and position
of those you are introducing.
c. Making small talk: chatting about things not related to
anything in particular. Do not talk about political, racial or
personal issues. Talk about holidays, weather etc. Start with
exploratory questions or statement to see whether person is
eager to talk.
2. Getting down to business
a. In conversing with people at your workplace, you will need to
describe your job and organisation. You need to project a
positive professional image of yourself and your
organisation.
b. You need to be familiar with the products or services that
your company specialise in.
c. The differences between sole proprietorship, partnership and
corporation.
Topic 2 Basic telephone skills
1. Getting ready:
a. Before calling:
i. Think about a suitable time to call
ii. What is your objective/s of calling?
iii. Anticipate question from the other person
iv. Have pen and papers ready
v. Update yourself of the most recent conversation
vi. Desk calendar ready at hand
vii. Fax ahead if it is your first call
b. receiving calls
i. train staff to be:
1. brief

2. 2. clear
3. polite
c. telephone etiquette
i. answer phone promptly
ii. identify yourself right away
iii. use caller’s name
iv. resolve caller’s problem, if not pass on to another and
give reason why
v. sound positive
vi. reduce jargon
vii. speak at appropriate pace
viii. practise active listening
ix. end politely
d. Business calls: you need to save time by quickly asking
probing questions to get more information about the
telephone call. You need to:
i. Identify the problem
ii. Verify the product
iii. Determine if warranty applies
iv. Ascertain how the product has been used
v. Find out what steps have been taken to rectify the
problem
e. Common telephone words
i. Learn and use standard phrases used in phone calls
(p27)
f. Taking and leaving messages
i. Five simple steps
1. name
2. time and reason for call
3. make a request
4. leave number
5. end call
g. difficult calls: be professional in handling difficult calls.

3. Topic 3 Discussions and meetings
- Meetings are for exchanging information, discussion and
make decisions.
- Each member need to contribute actively and be aware of
the appropriate expressions and functions.
Language in meetings  Starting a meeting
 Introducing the agenda
 Stating objectives
 Keeping the meeting moving
 Closing the meeting
Why do you need to know all these?
- Ideas in meetings need to be articulated tactfully, all the
time showing respect for the others. We want our message to be
understood by everyone.
Expressing opinions Forceful
 Neutral
 Tentative
This occur both when asking and giving opinions.
Why are there differences in giving opinions? Think about
purpose/intention.
Expressing agreement and disagreement  Strong
 Neutral
Discussion will gain momentum as each responds positively or
negatively.
- Making and requesting for suggestions during meetings
are common. Suggestions can be made strongly, neutrally or
tentatively.

4. Topic 4 Making Presentations
Making a presentation page 64.
1. Why am I giving this presentations?
2. What do I hope to achieve?
3. What do the audience know about the subject?
4. What visual aids can I use?
5. What do the audience need/expect?
6. What can I do to make my talk interesting?
Planning - Structure of subject matter or the facts and ideas.
Arrangement of ideas to be presented. Consider mind mapping,
outlining and organizational patterns.
- Structure of presentation, how to present it? Consider
audience awareness, opening lines, visual aids and gestures.
Structuring subject matter
- Gathering, collecting ideas and materials, brainstorming
and sorting it into logical sequences.
- Brainstorming – where theme is central and develops into
many branches.
- Mind mapping
- Outlining – ideas arranged in linear fashion.
- Organisational patterns:
- chronological
- spatial
- topical
- comparison-contrast
- cause-effect
- problem solution
Structuring the Presentation
- Audience awareness – focus on the needs and
temperament of audience. You need to pitch your talk according
to the requirements of the talk.

5. - Effective opening lines – to create impression and
capture attention.
- Appropriate visual aids – help audience follow ideas
closely, or to drive home specific points.
- Non-verbal communication – posture, gestures, will
create indirect messages to the audience.
The Presentation proper
- objective of presentation
- simple, logical structure
- strong opening
- relevant examples
- visual aids
- enthusiastic
- be sensitive to audience
- listen carefully to questions
- be polite

6. Topic 5 Business writing 1
The language of business writing
1.
• Communicating message without misinterpretation
• Direct writing style / reader-friendly
• Remember tone and clarity
• sentence length and paragraphing
Words
i. Choose familiar words, be concise and precise.
ii. Avoid clichés and jargon unless familiar to reader.
iii. Be aware of gender bias
Sentence
Readability (sentence length) and punctuation (adds clarity to
message). Vary length of sentence. Sentence usually between
15 to 20 words.
Paragraph
i. coherence and cohesion. Structure paragraph properly.
ii. organise ideas to suit the purpose:
a. to inform
b. to instruct
c. to persuade
Tone
i. Word choice and order of information set the tone.
ii. Be courteous. Avoid imperatives.
iii. Use logical connectors to help reader focus on intention and
purpose
2. Grammar: word order in sentences
 Sentences should be complete
5.2 The format of business letters
1 • Formal communication to elicit specific response
• Essential parts are details of the communication
2 Parts of a letter
• Letterhead
Info on the writer, the organization and its address.
• Date
Between the letterhead and the inside address.
• Inside address
After the date and before salutation. Contains name and address
of recipients.
• Attention line
Below the last line of the inside address where a specific person’s

7. name is mentioned.
• Greeting
First name would be personal, inclusion of title before name would
be more formal.
• Subject line
Identifies writer’s purpose
• Body
Three parts including the opening and closing.
• Complimentary close
Match the form at salutation.
“Dear Sir/Madam…..Yours faithfully”
“Dear..(name)……….Yours sincerely”
• Signature block
The signature, name and post.
3 Grammar: Singular and plural forms
• Countable nouns
• Uncountable nouns
• Plural nouns
4 Layout
• Full block layout – all parts are aligned to the left.
• Modified block layout (p93)
Senders address is at centre or aligned with the right hand margin.
The complimentary close and signature block will follow the
sender’s address position.
• Modified block layout with indented paragraphs (p95)
Same as modified block except that each paragraph is indented
from the left hand margin.
5 Punctuation styles
• Open style – punctuation used in the body of letter.
• Mixed style – comma is placed after the greeting and after the
complimentary close.

8. Topic 6 Business writing 2
1 Good business letter
• Well planned
• Impress recipient of sender’s professional image and the
importance of such communication.
• The seven checklists
1. purpose of letter
2. what to say
3. jot down all ideas roughly
4. order all points
5. first draft
6. read the letter, think about purpose
7. rewrite
1
2
Types of letters
• Good news letters
• Neutral letters
The first two are for asking or giving information.
• Bad news letters
As the label suggests!
• See page 99
3 Order of information
• Good news and neutral business letters.
• Letter of enquiry
To ask for more info of product or service.
Neutral letter using good news letter format. p103
• Letter for placing orders
After you are certain about the service or product that you
want.
p.102
 Letter of Reply to an inquiry
Choice of using openings closing lines depend on purpose of
• Purpose identified in the opening paragraph
• Place good news in the opening
• State details of good news in middle paragraph
• Close with statement of goodwill

9. letter and relations between the sender and receiver. P104
• Bad news letter
• Telling unwelcome news
• Must convey message and maintain recipient’s goodwill
Indirect order of information
• Courteous opening
• Explanation is provided first
• Give the bad news
• Close with positive paragraph
4 Resumes
- Statement of all qualifications, experience, achievements, and
anything that would of relevance to the reader written positively.
- Basic resume – simple and short, for school-leavers.
- Functional resume – highlight skills and work experience. Job
functions of previous job will be highlighted.
- Specific resume – for specific post where it will follow the criteria
set as advertised.

10. Chapter 8 Memos, e-mail and faxes
1. Memorandum
Advantages of memo
- Many people will get the same message.
- Takes little time to write but will have reference number.
- Detailed information can be presented logically and
accurately.
Internal, written business communication.
Less formal but a serious document.
Can be used for any number of reasons.
Format, style, and organization vary greatly.
Look at the overview of a memo P.149.
There are five types of memo:
- instruction
- Request
- Announcement
- Transmittal
- Authorization
2. e-mail
Electronic communication via internet
What is netiquette?
Why would you need a layout to your e-mail if it is a formal
communication?
Minimum requirements
- receiver’s name
- sender’s name
- subject
- date

11. - body
- e-mail address
3. Faxes
Faxes are widely used today and more convenient because you only
need telephone lines.
The layout should contain:
- cover sheet
- confidential information
- intended recipient
- advise to sender
You need to attach a cover letter explaining about yourself and the
materials you are sending. Why?
Chapter 9: Cover Letters and resumes
9.1 Cover Letter
o Normally used when writing letter of application where the cover
letter is the application letter, itself accompanied by resumes.
o 4 reasons why it is written (page 157).
9.1.1 Guidelines for writing a cover letter
o Opening - To draw reader’s attention of the job you are applying
for.
o Middle - Persuasive to get the reader interested in you.
o Closing - Request for interview and leave contact number/
correspondence address.
9.1.2 Useful key phrases page 159
9.2 Resume
- Statement of all qualifications, experience, achievements, and anything
that would of relevance to the reader written in positively.
- Basic resume – simple and short, for school-leavers.
- Functional resume – highlight skills and work experience. Job functions
of previous job will be highlighted.
- Specific resume – for specific post where it will follow the criteria set as
advertised.

12. Chapter 10: Business Reports
10.1 Planning and writing reports
- Reports are to inform, provide background information, make
recommendations, a course of action etc.
10.2 Short report layout
- Information placed for easy comprehension
- Three types; formal report:
o Title page
o An introduction
o Sections with headings in the body
o Conclusions
o Attachments
- letter and memo formats
- Order of information dependent upon:
 good news document
 bad news document
 persuasive document
 direct approach
 indirect approach
- It should contain:
 Purpose
 Accurate and objective information
 Clear and logical order of information
 format
10.3 Types of Short Reports
- Justification – idea/action is presented and rationale is given.
- Progress – progress of a project and forecast its timetable for the
future.
- Periodic – information given at regular intervals or over specific
periods.

13. - In each one, the body and conclusion would be different as each will
serve different purpose.
10.4 Writing Long reports
- They are written to provide comprehensive information and expert opinion.
- It will contain introduction, body, conclusions, and recommendations.
10.4.1 Sequence to follow when writing a long report
- Develop outline with main headings and sub-headings.
- Start with purpose statement and introduction.
- Main body
- Draw conclusions and relate to purpose
- Conclusions and recommendations
- Optional parts – preface, abstract, synopsis
- References
- Table of contents and table of graphics
- Transmittal letter
- Title page
10.4.2 Presentation
- Arrangement of information on the page.
- Content must be set out clearly.
 Headings
 Underlining
 Indentation
 Shading
 Numbered lists or sections
 Space between paragraphs, margins
 Headers and footers
10.4.3 Parts of a long report
- Front matter; title page, letter of transmittal and table of contents
- The body; introduction, discussion and analysis of findings,
development of ideas, conclusions, and recommendations
- End matter; references, appendices
- It must have three sections
 Introductory – statement of purpose, terms of reference and scope.

14.  Body – research and analysis of findings, solutions tendered. Sub-
headings and numbering are used to show clarity.
 Final – conclusions and recommendations
- Language used should be objective.