1 BUSINESS ENGLISH LECTURE 30 ENG 554

1 BUSINESS ENGLISH LECTURE 30 (ENG 554)

2 REVISION Lecture 1 -11 Teacher’s and Course Orientation Basics of Business Communication Basics of Language Efficiency in Business Management

3 Business writing has covered basic writing skills to enable students to write business letters, memorandums, minutes, resumes and reports. Oral presentations as well as interviewing skills and listening for better communication are also part of the course.

Lecture 1 4 Basic Communication Participants of communication process Role of IT Communication Barriers

Business Communication 5

The Medium 6

The Medium 7 How the communication is to be made Important to select an appropriate medium for the message: Need to consider the needs of the sender, the nature of the receiver and the aims of the communication Inappropriate medium can be a barrier to effective communication

Value 8

Value 9 Vast majority of problems in business are caused by ineffective communication in one form or another Businesses essentially human focused organisations Value of good communications therefore inestimable

To Whom? 10

To Whom? 11 Who the communication is aimed at is an important factor: The nature of the medium and the content may depend on who it is aimed at Necessity of being sensitive to the receiver Should communication be formal or informal? E. g.

To Whom 12 E-mail communication: Does it need to adhere to normal rules of spelling, punctuation and grammar? Is it appropriate to use text speak? Is this OK 4 U or is txt 1 stp 2 fr? Are there different rules for different situations? How do you know what the receiver expects? What damage can be caused by inappropriate e-mail messages?

Type 13 Type of message may be an important factor in determining the medium, content, approach, etc. Good news? Bad news? Information? Instruction? Each of the above may require a different approach and a different medium.

The Message 14

The Message 15 What is the communication designed to achieve? This needs to be considered carefully to judge the best method of delivery and to judge the effectiveness of the feedback as to whether the message has been successful.

Role of ICT 16

Lecture 2 17 Nature of Barriers Communication Failure Defensiveness: Employer vs. Employee An Analysis: Communication barriers; Effective communication

Communication Goals 18 To change behavior To get and give Information To persuade To get action To ensure understanding Source: CGAP Direct

A Basic Model of the Communication Process 19 Potential noise and distortion Leader encodes message Channel Return message encoded and sent Feedback Loop Receiver decodes message

Barriers to communication 20 Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Cultural differences Poor listening skills Use of jargon Distractions

The Leader as Communication Champion 21 Purpose Directed Internal and external sources Strategic Conversation Open climate Listening Discernment Dialogue Leader as Communication Champion Direct attention to vision/values, desired outcomes; use persuasion Methods Use rich channels Stories and metaphors Informal communication

Ten Keys to Effective Listening 22 Keys Poor Listener Good Listener 1. Listen actively Is passive, laid back Asks questions; paraphrases what is said 2. Find areas of interest Tunes out dry subjects Looks for opportunities, new learning 3. Resist distractions Is easily distracted Fights distractions; tolerates bad habits; knows how to concentrate 4. Capitalize on the fact Tends to daydream with that thought is faster than slow speakers speech Challenges, anticipates, summarizes; listens between lines to tone of voice 5. Be responsive Nods; shows interest, positive feedback Is minimally involved

(contd. ) 23 Keys Poor Listener Good Listener 6. Judge content, not delivery Tunes out if delivery is poor Judges content; skips over delivery errors 7. Hold one’s fire Has preconceptions; argues Does not judge until comprehension is complete 8. Listen for ideas Listens for facts Listens to central themes 9. Work at listening No energy output; faked attention Works hard; exhibits active body state, eye contact 10. Builds for long term relationship Resists difficult material in favor of light, recreational material Does not interrupt or try and sell ideas – uses influence

Lecture 4 24 1. 2. 3. 4. 5. 6. 7. 7 C’s of Communication Completeness Conciseness Consideration Concreteness Clarity Courtesy Correctness

1) Completeness 25 Message Receiver- either listener or reader, desire complete information to their question. e. g. suppose you are working with multinational company who is engaging with engineering goods , like A. C. Now let say one of your major customer wants some technical information regarding “thermostat” (because he wants to convey the same to the end users ). In this case you have to provide him complete information in a short span of time. If possible, provide him some extra information which he does not know, . In this way you can maintain a good business relation with him, otherwise he may switch to an other company.

Five W’s 26 One way to make your message complete is to answer the five W’s. WHO? WHAT? WHEN? WHERE? WHY? The five question method is useful when you write requests, announcements, or other informative messages. For instance, to order (request) merchandise, make clear WHAT you want, WHEN u need it, WHERE it is to be sent.

2) Conciseness 27 Conciseness means “convey the message by using fewest words”. “Conciseness is the prerequisite to effective business communication. ” As you know that all businessmen have very short time. Hence a concise message save the time and expenses for both the parties.

How To achieve the conciseness ? 28 For achieving the conciseness you have to consider the following. 1. Avoid wordy expression 2. Include only relevant material 3. Avoid unnecessary repetition.

3) Consideration 29 Consideration means – To consider the receiver’s Interest/Intention. It is very important in effective communication while writing a message you should always keep in mind your target group consideration is very important “C” among all the seven C’s.

Three specific ways to indicate consideration 30 i-Focus on “you” instead of “I” or “We” ii-Show audience benefit or interest of the receiver iii-Emphasize positive, pleasant facts. Using “you” help you, but over use lead a negative reaction.

4) Concreteness 31 It means that message should be specific instead of general. Misunderstanding of words creates problems for both parties (sender and receiver). when you talk to your client always use facts and figures instead of generic or irrelevant information.

32 The following guidelines should help you to achieve the Concreteness. i- use specific facts and figures ii-choose image building words e. g General He is very intelligent student of class and stood first in the class.

Accurately is purpose of clarity 33 In effective business communication the message should be very much clear. So that reader can understand it easily. You should always Choose precise words. Always choose familiar and easy words. Construct effective sentences and paragraphs.

34 In business communication always use precise words rather longer statements. If you have a choice between long words and shorter one, always use shorter one. You should try your level best to use familiar/easy to understand words so that your reader will quickly under stand it

Courtesy 35 Knowing your audience allows you to use statements of courtesy; be aware of your message receiver. True courtesy involves being aware not only of the perspective of others, but also their feelings. courtesy stems from a sincere you-attitude. it is not merely politeness with mechanical insertions of “please” and “Thank you”. Although Appling socially accepted manners is a form of courtesy. rather, it is politeness that grow out respect and concern for others. Courteous communication generate a special tone in their writing and speaking.

7) Correctness 36 At the core of correctness is proper grammar, punctuation and spelling. however, message must be perfect grammatically and mechanically. The term correctness, as applied to business messages also mean three characteristics o Use the right level of language o Check the accuracy of figures, facts and words o Maintain acceptable writing mechanics

Lecture 5 37 1. Business Communication (BC) What defines BC Purpose of BC Importance of BC 2. Technical Documents in Business Types of Documents 3. Business Letters (BL) Nature Purpose Parts Style and Punctuation Format Business Language Listening Exercise

The importance of Business writing: 38 Is important to success in business Lets you conduct business Takes time Costs the company Reflects your interpersonal communication skills Often involves teamwork

Business English for Writing Skill 39 1. 2. 3. 4. 5. 6. 7. 8. Business writing will cover basic writing skills to enable you to write: business letters, Emails and memorandums, minutes, resumes reports Oral presentations interviewing skills and listening for better business communication

Business Letter 40 The business letter is the basic means of communication between two companies. Most business letters have a formal tone.

41 Purpose of Business Documentation You will write business letters to inform readers of specific information. However, you might also write a business letter to persuade others to take action. Business letters even function as advertisements.

Parts of a Business Letter 42 Date Line: current date written out as month, day, and complete year Inside Address: name and address of the business to whom you are writing Salutation: letter’s greeting – you use the same name you used in the Inside Address – using Dear Mr. /Mrs. /Miss Body: message or ‘meat’ of the letter Complimentary Closing: letter’s goodbye – using phrases such as Yours truly and Sincerely yours Signature: writer's handwritten signature Writer’s Identification: writer’s typed name and address

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Business Letter Writing Checklist 44 Keep it Short Cut needless words and needless information. Cut stale phrases and redundant statements. Keep it Simple Use familiar words, short sentences and short paragraphs. Keep your subject matter as simple as possible Use a conversational style.

Business Letter Writing Checklist 45 Keep it Strong Use concrete words and examples Keep to the subject Keep it Sincere Be human and as friendly as possible Write as if you were talking to your reader

Persuasive Letters 46 The purpose of a persuasive letter is to sell your idea to someone. You are trying to get them to do something they may not want to do. AIDA Formula First paragraph A-Attention; Second paragraph I-Interest; Third paragraph D-Desire; Fourth paragraph A-Action.

47 In a Nutshell Business Letters in English Business letters are formal paper communications between, to or from businesses and usually sent through the Post Office or sometimes by courier. Business letters are sometimes called "snail-mail" (in contrast to email which is faster).

Lecture 6 48 4. Direct vs. Indirect/ Good news vs. Bad news Letters (BNL) 12. Bad News Letters: Four-part Pattern 13. Example 14. Writing BNL Objectives, Approach, 15. Letters: Inquiry, Request, Sales, Customer Relation, Claim, Adjustment, Yes and NO Adjustments Language Expansion Listening

Two Letter Techniques: Direct 49 Best for: • Good news • Non-emotional issues • Audiences that prefer a straightforward approach Introduction: • Establishes a reason for writing • Presents main idea Body: • Provides and explains details vs. Indirect Best for: • Bad news • Less direct readers (some international) • Sensitive situations • Issues that need explaining Introduction: • Acts as a buffer with a positive or neutral statement • Compliments the readers, agrees, appreciates, thanks, and more Body: Conclusion: • Reminds of any deadlines • Presents call for action • Looks to future • Explains situation first • Leads up to the point/issue • States point/issue • If possible, links bad news with benefits • Does not place blame Conclusion: • Does not apologize • Gracious closing

Goals in Communicating Bad News Example: Request for Donation from your company 50 Acceptance Positive image Message clarity (to avoid additional correspondence) Protection (avoid creating legal liability) Don’t use careless language Avoid the “good-guy” syndrome

Four-Part Indirect Pattern for Bad News 51 Buffer Open with a neutral but meaningful statement that does not mention the bad news Reasons Explain the causes of the bad news before disclosing it Bad News Reveal the bad news without emphasizing it. Provide an alternative or compromise, if possible Closing End with a personalized, forward-looking, pleasant statement. Avoid referring to the bad news

Buffering the Opening 52 The intent of the buffer is to reduce shock or pain. Examples: If there is good news and bad news, start with the good news Begin with a compliment, if appropriate Give appreciation Agree with the reader about something Provide facts Show understanding Give an apology, if appropriate

Objective of Indirect Approach 53 • Ease the reader/audience into the part of the message that justifies the decision or builds goodwill • Convey the bad-news without bruising the reader’s feelings • Help reader know the decision is firm, fair, and still build goodwill

Some Approaches for the Buffer 54 • Agreement • Appreciation • Cooperation • Good News • Understanding • Fairness

Buffer Basics 55 • Avoid saying no • Don’t build up false hopes • Don’t Apologize • Do make it relevant • Do stick to the point • Do be concise

Stating the Refusal 56 • Make answer clear but positive • Place bad-news in middle of paragraph • Minimize space saying it; get to the point • Use if or when to suggest conditions for good-news • Don’t be blunt • Offer alternative if possible future

Use of the Direct Approach 57 • For internal memos • For routine bad- news to other businesses • For audience who prefer direct news • For situations that demand firmness • For minor negatives • For close friends and associates • For bad-news first, then reasons , then a courteous close • For shorter message

Inquiry Letters 58 Purpose: Ask for information State clearly what information you are requesting and why Write specific, concise, to the point questions that are both easy to understand easy to answer Use bullets to highlight the questions Leave space for the readers to answer the questions Attach a questionnaire if you have more than 5 questions Specify when you need the answers by Thank the reader

Special Request Letters 59 Purpose: Make a special demand State clearly who you are and why you are writing Convince the reader to help Show you are hard working Discuss your reason for the request Show you understand the situation and have done research Discuss why the person you are writing to is the best person to help Write specific, concise, to the point questions that are both easy to understand easy to answer Use bullets to highlight the questions Leave space for the readers to answer the questions Attach a questionnaire if you have more than 5 questions Specify when you need the answers by Thank the reader Offer the reader a copy of the report or results Ask for necessary permissions

Sales Letters 60 Purpose: to persuade the readers to “buy” a product, service, idea, or point of view Grab the reader’s attention Highlight the product’s appeal Show the product's use Conclude with a request for action (buy it!) Appeal to the reader with reader-centered issues (health, convenience, service, saving money…) Use concrete words and colorful verbs Be ethical and truthful Don’t brag or go on

Customer Relations Letters 61 Purpose: establish and maintain good relationships with the customers Be diplomatic Be persuasive Write from and understand the reader’s perspective There are several types…

Claim Letters: A Type of Customer Relations Letter 62 Purpose: Express a complaint and request specific action have both) Choose a direct or indirect approach (must Direct is best for routine claim letters: claim is backed by guarantee, warrantee, contract, reputation, or more Indirect is best for arguable claim letters: when the claim is debatable or unusual Use a professional, rational, if possible positive, tone, and not a hostile, negative, and/or emotional tone Clearly describe product or service with necessary details Explain the problem with details Propose a fair, precise, and appropriate request/adjustment Present an explicit deadline

Adjustment Letters: A Type of Customer Relations Letter 63 Purpose: Respond to claim letter with solution Work to reconcile the situation and restore the customer's trust in your company “Be prompt, courteous, and decisive” Use a positive or neutral tone without being begrudging or taking full blame Two types: “Yes” or “No”

“Yes” Adjustment Letters 64 Start with an apology and admit claim is justified Quickly present favorable news Specifically state how you are correcting the problem Explain what happened and why Conclude with a friendly, positive note

“No” Adjustment Letters 65 Use an indirect approach “Thank the customer for writing” Restate the customer’s problem Explain what happened and why without placing blame Clearly state discussion without hedging Link “no” to benefits Conclude with concise gracious statement to (leave) open the door to future business

Lectures 7 & 8 66 Cover letter Acceptance Letter Acknowledgment Letter Complaint Letter Resignation Letter of recommendation

Cover Letter 67 Should provide the following information 1. 2. 3. 4. 5. Identify an employment area Point out your source of information Summarize your qualification Refer the reader to your résumé Ask for interview

Content of the Cover Letter 68 In the first paragraph, you should state what job you are applying for and how you learned about it. You should also state your general qualifications for the job. Pick out the most relevant qualifications listed in your resume and discuss them in detail Be as specific as possible, and refer the reader to your resume for additional details. State where and when you can be reached, and express your willingness to come to an interview or supply further information.

Acceptance Letters 69 This letter is written in order to accept a received job offer. It should be written within a week of receiving the offer.

Acknowledgment Letters 70 In this letter you acknowledge receiving an item (letter, box, or something). It serves as a good public relation practice. In this letter you mention what and when items are received in a short and polite manner.

71 Complaint Letters When customers are not satisfied with goods and services that are offered by businesses, they write complaint letters asking for fixing these situations. In order to be more effective, the tone of the letter should not be angry. In order to obtain a positive response, you should not vent your anger in the letter. You should state your claim supported by factual evidence and ask for adjustment.

Lecture 9 72 Memos and E-mail writing 1. Two important elements of Technical Communication: Audience, Purpose 2. Difference of conventions: Letters, Memos, Emails 3. Writing strategies: Tone; YOU approach; 7 C’s 4. Context study – Good-news-first strategy, Reader center strategy 5. Logical organization: Headings, subheadings, lists – tables

73 6. Active conclusion 7. Writing Memos 8. Types: Procedure; information; request; reply; 9. Bread and butter – Body parts and persuasive strategies 10. Writing process: Plan – Draft – Write / Prewriting-writing -postwriting 11. Formats 12. Writing: Intro-body-closing 13. Effective/ineffective memos 14. Memo Writing Workshop

Memos and Emails 74 Three genres you will encounter most often in the workplace

Reflect and Act 75 Reflects image of you and your company Often act as the “wrapper” to larger technical documents Résumés Proposals Reports

76 When you encounter a new genre, remember the two most important elements to technical communication: 1. Audience 2. Purpose

Memo Conventions 77 Less formal and shorter than letters Used most often for communication within one organization

E-mail Conventions 78 Least formal of the three genres Replacing memos because of its technological advantages Always professional and free of errors

6: Organize your paragraphs logically 79 State the subject and purpose. Explain the problem in detail. Describe how the problem inconvenienced you. State what you would like the reader to do. Thank the reader for his or her response. Provide contact information. Claim Letters and Memos: from Johnson-Sheehan, Technical communication Today, 2 nd ed. , p. 482

7: Keep your paragraphs short! 80 No more information than necessary!

8: Use headings, lists, and tables 81 Tables – illustrate Headings categories Lists – clarify

Review Basics 82 Pay attention to tone Have a brief “state-your-purpose” introduction Review the context Follow a good-news-first, bad-news-last strategy Use a reader-centered strategy If writing a response to some other communication, repeat the details of the context Reader and writer usually have a mutual goal – they both want something!! Both parties needs to feel they have gained something. Organize paragraphs logically Intro, Narration, Petition and Justification

Points to Remember 83 Memos are a form of internal correspondence for employees The format of memos differ extensively from letters

Procedure and Information Memos 84 These routine messages usually flow downward; they deliver company information and describe procedures. Tone is important; managers seek employee participation and cooperation.

Request and Reply Memos 85 Memo requests for information and action follow the direct pattern. Memo replies are also organized directly with the most important information first.

Characteristics of Successful Memos and E-Mail Messages 86 Headings: To, From, Date, Subject Single topic Conversational tone-Informal Conciseness Visual signalling Highlighting Numbers Bullets

The Writing Process 87 Analyze and anticipate Research and compose Revise, proofread, and evaluate

Organization of Memos 88 Memo headings Subject line Opening Body Closing

Lecture 10 89 E-Mail Writing 1. The writing Process 2. Structure and Format 3. Opening-body-closing 4. Critical thinking 5. 10 mistakes – sabotage your career

Email Writing Ch. 7, Slide 90 1. What is the purpose of the routine request? 2. How effective is the subject line? 3. Is the opening direct or indirect? 4. What does the writer want the reader to do? 5. How should the memo begin? What should be in the body? 6. What highlighting techniques could be used? 7. What should be included in the closing? 8. Should a reason be given along with an end date?

Lecture 11 91 Business Meetings, Planning- Execution and Minute Writing 1. Meeting: Essential Meeting elements 2. Questions for planning a meeting 3. The need for agendas/ Sample 4. Pre-meeting tasks 5. During meeting tasks 6. Post-meeting tasks 7. Common Disruptive task 8. Dealing with Loudmouths 9. Preparing the minutes

What is a Meeting? Meeting A scheduled gathering of group members for a structured discussion guided by a designated chairperson

Essential Meeting Elements

Questions for Planning a Meeting Why are we meeting? § Who should attend the meeting? § When should we meet? § Where should we meet? § What materials do we need? §

The Need for Agendas Agenda The outline of items to be discussed and tasks to be accomplished during a meeting An agenda. . . is an organizational tool. helps members prepare for a meeting. is a time management tool. provides a measure of success.

A Business Meeting Agenda Purpose of Meeting Names of Group Members—present or absent Date, Time, and Place Call to Order Approval of the Agenda Approval of Previous Meeting’s Minutes Individual and Committee Reports Unfinished Business New Business Announcements Adjournment

What to Include in the Minutes Name of the group Date and place of meeting Names of attending members Name of the chair Names of absent members Time the meeting was called to order Time the meeting adjourned Name of person preparing the minutes Summary of discussion and decisions including action items

Taking Minutes Write clear statements that summarize the meeting’s main ideas and actions. Word decisions, motions, action items, and deadlines exactly as the group makes them. If in doubt, ask the group for clarification. Attach the agenda and any reports to the final copy of the minutes.

Conducting Interactive Meetings and Writing Minutes 99 I. Steps in Planning a Meeting II. Setting the Agenda Elements Order of agenda items Example III. Participating in Meetings The Chairperson The Secretary The Participants

Conducting Interactive Meetings and Writing Minutes (cont’d) 100 IV. Resolving conflict Possible outcome Win-win assumptions V. Writing Minutes of Meeting Elements Producing minutes Example VI. Strategies to Improve Your Listening Effectiveness

Steps in Planning a Meeting 101 1. Determining the purpose Information sharing Decision making – – – Identifying issue / brainstorming Persuasion and negotiation / discussion Decision Problem – – – solving Identifying solution(s) / brainstorming Evaluating solution(s) / discussion Choosing best solution(s) / decision

Steps in Planning a Meeting (cont’d) 102 2. Selecting the participants Key contributors Decision makers 3. Setting the agenda Frames the structure of the meeting. Consists of a list of items to be discussed. Distributes meeting content in advance for better contribution. Allows chairperson to keep the meeting focused and achieve its purpose. Presents items in order they appear and the limit allocated by the chairman.

Steps in Planning a Meeting (cont’d) 103 4. Picking the convenient time and the Time – of day Morning versus afternoon Venue – – Comfort and convenience Seating 5. Preparing notice of meeting 6. Sending out documents 7. Copying minutes of last meeting location

Setting the Agenda 104 Elements of the Agenda 1. To : Involved personnel 2. From : Chairperson 3. Date : Date of the meeting 4. Subject: Brief description of the meeting 5. Issues to be discussed 6. Person responsible for any designated issues 7. Designated time line 8. See Samples

Participating in Meetings 105 v The Chairperson v The Secretary v Before the meeting During the meeting After the meeting The Participants Before the meeting During the meeting After the meeting

Participating in Meetings (cont’d) 106 Each participant has a role to play in a meeting as follows: THE CHAIRPERSON v Beforehand: Establishing purpose Deciding if a meeting is necessary Choosing participants Preparing agenda Circulating agenda etc. Checking arrangements

Participating in Meetings (cont’d) 107 THE SECRETARY v Beforehand: Helping distribute the agenda to participants Checking physical arrangements Preparing stationery and necessary documents etc Booking venue

Participating in Meetings (cont’d) 108 v During the meeting: Taking notes for the minutes Providing information to chairperson and participants if needed v After the meeting: Writing up the minutes Checking accuracy of the minutes with the chairperson Circulating the minutes to participants before the next meeting

Participating in Meetings (cont’d) 109 THE PARTICIPANTS v Beforehand: Reading the agenda and any other pre-meeting documentation Preparing for the meeting Confirming availability Being punctual to the meeting

Participating in Meetings (cont’d) 110 v During the meeting: Making relevant and productive contributions Asking for clarification if necessary Being prepared to justify opinions Being attentive and listening Being aware of your and others’ body language v After the meeting: Following up with any action agreed during the meeting

Writing Minutes of Meetings 111 v About minutes 1. Can be defined as a written record of the business transacted at a meeting. 2. May well have some legal and authoritative force. 3. Must summarize the major contributions to the discussion in such a way that each speaker’s interactions are recorded 4. Must be clear about what the speaker “meant”, not just what the individual “said” 5. The process of minutes writing is a process of interpretation, not just repetition

Writing Minutes of Meetings (cont’d) 112 v Check that the minutes 1. Provide a true, impartial and balance account of the proceedings; 2. Are written in clear, concise and unambiguous language; 3. Are concise and accurate; 4. Follow a method of presentation which helps the reader assimilated the content.

Writing Minutes of Meetings (cont’d) 113 v Elements to be included in a minutes: 1. 2. 3. 4. 5. 6. 7. 8. Heading (including where and when the meeting was held) Present (who was there) Apologies of Absence Minutes of the previous meeting (note any corrections and state the minutes were accepted as a true record of the meeting [with the above corrections, where applicable]) Statements of what actually occurred at the meeting Any Other Business (AOB) Who was the chairperson and who the secretary The time the meeting adjourned and when the next meeting is to take place

Writing Minutes of Meetings (cont’d) 114 Types of minutes writing: 1. Narrative minutes A summary of the discussion leading up to a decision. Useful for meetings that a more detailed record of the discussion is preferable. 2. Resolution minutes Actual resolutions are emphasized, but only give brief details of the discussion itself. Opinions stated, conflicts among members and disagreements are treated off-record. 3. Action minutes Record the decision made on the issue and the action (what) to be taken (by whom) and (when).

Strategies to Improve Your Listening Effectiveness 115 v Second language listening problems Native speaker accents and pronunciation Speed: Perceived pace of native speaker delivery Inability to predict because of unfamiliarity with Concept / subject matter - Terminology - Cultural references - Sustaining concentration

Strategies to Improve Your Listening Effectiveness (cont’d) 116 Strategies to strengthen your academic/Professional listening skills v Before the Meeting 1. Prepare yourself mentally: - Write down one thing you already know about the topic - Listen to confirm 2. Prepare the subject area - Reading in advance to establish a context 3. Predict what you will hear (outline format) - Write down 2 or 3 questions related to the topic: 2 -3 things: 1. You expect to find out 2. You would like to know 3. You didn’t understand from the reading

Strategies to Improve Your Listening Effectiveness (cont’d) 117 During the Meeting 1. Listen for key words - Don’t write down everything - Leave lots of white space on the page - Use a numbering system 2. Listen for organizational signposts - First of all / next / a further point / finally - One… Two… - First… Second… 3. Listen for summaries and for repeats - To sum up - In summary then 4. Wake - Mind drifting? 5. Link to what you know - Write notes to yourself: 1. Examples 2. Comparisons

Strategies to Improve Your Listening Effectiveness (cont’d) 118 After the Meeting 1. Review - Read over your notes as SOON as you can after the lecture - Use hours between classes! 2. Transform - Manipulate the information in some way: 1. Chart 2. Diagram 3. Mind map

119 REVISION Lecture 1 -11 Basics of Communication skill Business Communication Business documents 7 C’s Writing stages Basics of Language Efficiency in Business Management