NET working

NET ^working

Workplace Communication in the

English Classroom

Regional NET Coordinating Team NET Section CDI EDB September 2009

NET working: Workplace Communication in the English Classroom

Updated May 2012



Rationale

The New Senior Secondary (NSS) English Language Education Curriculum builds upon language development established in Key Stages 1-3. Teachers are developing instructional strategies and resources to prepare students for the modules of the Elective Part. To support this, the Regional NET Coordinating Team (RNCT) of the NET Section, CDI, has also produced within the NETworking

This resource book, NETworking: Workplace Communication in the English Classroom, can be used to prepare students for the module Learning English Through Workplace Communication as well as in regular English lessons. The projects found in Unit 3 give the students an opportunity to explore a variety of workplace situations and can also be used within the regular curriculum.

Acknowledgements

The production team would like to thank Mr Brian MacLean, NET, who shared his ideas for the Public Relations project and Ms Kellie Lane, NET, who contributed to the Sales Project, Task 8.

We are grateful to Kau Yan College for participating with the in-school trial of the Transportation Project and for the teachers’ valuable observations and suggestions.

The best efforts have been made to trace the sources of the published materials. Duplication of pages of this publication is restricted to non-profit making educational purposes only. Otherwise, no part of this publication may be produced, stored in a retrieval system or transmitted in any form or by any means without the prior permission of the NET Section, Curriculum Development Institute, Education Bureau, Hong Kong (SAR).

Writing and Production Team Andrea MacKenzie

Gina Green Nicola Gram Page layout: Helen Ng

RNCT, NET Section Curriculum Development Institute

Education Bureau Hong Kong (SAR), 2009



Business Writing Unit 1

Table of Contents

How to use plain English How to write a business e-mail How to write a fax coversheet

How to write a business memorandum How to write a business letter

How to write a meeting agenda How to write meeting minutes How to use the telephone How to write your first CV How to write a cover letter

Presentation Skills

Unit 2

Purpose and audience Focus on objectives Writing your speech Oral presentations Personal appearance Using visual aids Interview skills

Page 1

Page 33

Projects Unit 3

1. Transportation 2. Banking

3. Hotels

4. Public Relations 5. Sales

Page 45

Accompanying

CD

Audio

Answer Keys



Alignment with the Elective Part of the Three-year Senior Secondary English Language Curriculum

Page 161

1

How to use plain English

How to write a business e-mail How to write a fax coversheet

How to write a business memorandum How to write a business letter

How to write a meeting agenda How to write meeting minutes How to use the telephone How to write your first CV How to write a cover letter

Business Writing

unit 1

3

5

8

9

12

15

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25

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3

How to use plain english

Keep your language simple and sharp. Use plain English. Plain English is language which is visually inviting, logically organised and understandable on the first reading.

Example:

√ I hope to hear from you soon.

X I would like to thank you most kindly for your attention and look forward to hearing back from you at your earliest convenience.

Make it easy for the reader to get the information. Where possible, avoid clichés and jargon.

Only use jargon if you know the other person will understand, for example, one lawyer writing to another lawyer using legal terms.

Plain English means:

1. using simple words 2. using active verbs

3. using short, simple sentences 4. writing in a conversational style

5. using pronouns like ‘he’, ‘she’ and ‘we’

1. Use simple words

Some people think that using big words makes them sound smarter. The opposite is true. You should keep your writing as simple as possible.

Here are some examples where you can replace difficult words with simple ones to make your writing easier to understand. Omit unnecessary words.

Example:

2. Use active verbs

Active voice is clearer, easier to understand and has more impact than passive voice.

Example:

√ The committee will meet next Monday.

X A meeting will be held by the committee next Monday.

ascertain – find out at such time as – when concur – agree

determine the location – locate endeavour – try

enter into a discussion – discuss give assistance – assist, help in relation to – about

initiate – start, begin

make an adjustment – adjust moreover – and

numerous – many prior to – before

reach a conclusion – conclude sufficient – enough

utilise – use

How to use plain English

Check your work

Proofread all your work carefully for spelling, punctuation, grammatical and typographical errors. Do not completely rely on the computer spell check function as it will not recognise, for example, ‘form’ when you mean ‘from’ or ‘effect’ if you mean ‘affect’.

You can check your spelling with an on-line dictionary such as www.dictionary.com.

To eliminate errors:

• use computer spelling and grammar check functions;

• take a break from your writing for an hour or a day and come back to it later to re-read it carefully;

• ask a trusted colleague or friend to proofread your writing;

• read your writing aloud to yourself; and

• print off your writing and re-read it.

4

However, it is appropriate to use the passive voice when:

• you don’t know who performed the action;

• it doesn’t matter who performed the action;

• you want to avoid blaming someone; or

• you want to soften a directive.

3. Use short sentences

Use sentences that are on average between 15 and 20 words. Keep them short and concise so they are easier to read and understand.

4. Write in the way you talk

There are times when you can start your sentences with ‘and’ and ‘but’ and end in prepositions, for example, in an informal e-mail. Remember that it is important to keep your writing brief, but clarity and politeness are important.

5. Use personal pronouns

By adding personal pronouns your writing will be friendlier, shorter and easier to read.

Example:

√ In this company, we usually . . .

X In this company, it is standard practice to . . . √ We have received your letter from May 12.

X Management has acknowledged receipt of your letter dated 12 May.

How to use plain English

Keep a copy filed so you have a record.

!

5 Topic: Christmas party attendees

H Trudy,

I’m organsng the caterng for the Chrstmas party.

Could you gve me some nformaton, please? Mke Toogood mentoned that there mght be 18 attendng from your department but he was not too sure about four others. Could you confirm the numbers before Wednesday?

Thanks, Allson

Allison Michaels

Account Manager, Fgure-t Accountng (852) 2222 3333

Topic: Calendar delivery and price

Dear Sr,

I read on your web ste that you sell calendars and can supply these n large quanttes to busnesses.

I would lke to buy 1,000 calendars for next year.

Please advse how long t normally takes to delver calendars and the cut-off date for payment to receve calendars by Chrstmas. Please also tell me about any specal dscounts for large orders.

I look forward to your response.

Alex Wong

Sales Manager, Global Network (852) 2345 6789

How to write a business e-mail

How to write a business e-mail

E-mail can be a quick and easy way to communicate in writing. E-mail, used well, can make people feel as though they matter. However, some communication is best done orally and some requires a more formal response such as a business letter. So, first think about whether e-mail is the right way to communicate your message.

It is important to write a response to every e-mail promptly and politely. Keep it short and to the point; don’t waste the recipient’s time.

Example of a formal business e-mail

Example of an informal business e-mail

Choose a subject line which will make your reader want to read your e-mail. Give them some information about the topic in the e-mail.

Start with a greeting.

Include your name and information about your position and company.

Skimming e-mails is common, so make sure that the major point in your e-mail is clear.

Choose a subject line which will make your reader want to read your e-mail.

Include your name and information about your position and company.

Start with a greeting.

The major point in your e-mail must be clear. It can appear as either the first or last sentence.

6 How to write a business e-mail

Advantages and disadvantages of e-mail Advantages:

quick

less formal than a business letter cost effective

Disadvantages:

someone else could read the e-mail because, for example, your e-mail may be forwarded or someone could hack into your e-mail account and read your e-mails

e-mail can contain viruses

e-mail can become impersonal or misunderstood

people can be inundated with e-mails and may choose not to read yours Don’t write an e-mail if it is more appropriate to communicate orally.

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•

•

•

•

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•

Points you should keep in mind when writing an e-mail

Keep it short and to the point. Only supply the information needed. Don’t waste the recipient’s time.

Organise your e-mail the same as you would a normal letter. It should have a clear beginning, middle and end.

Write with your audience in mind. For example, make sure that any jargon or abbreviations used can be understood by any reader. For example, would a businessperson from Canada understand the abbreviations MTR, IFC, or TST?

Proofread your work for spelling, grammar and punctuation. If you proofread better on paper, then print it off and check it. Incorrect work makes a bad impression. If it is an important e-mail, ask a trusted person to proofread it for you. Ensure the name and address are correct before you press ‘send’.

When replying, trim back old messages so the message size is not too big.

Make sure attachments are really necessary. If they are big, warn the

recipient as they may be slow to download. Never send an attachment the first time you contact someone, because they may think it is spam.

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2.

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7

How to write a business e-mail Language

Use complete sentences and paragraphs.

Write in plain English [see page 3].

Although e-mails are a less formal form of business communication, don’t use SMS abbreviations such as ‘plz’ or ‘u’. You can, however, use generally accepted abbreviations such as FYI in informal e-mails. You can also use contractions such as ‘he’d’ and ‘we’ll’.

Use standard capitalisation rules. Don’t write in all upper case letters. It is like shouting and appears rude.

Use an appropriate tone. E-mails need to be personal yet business like. E-mails can be a way of building good customer relationships.

You may choose to personalise your e-mail by including the person’s name in the subject line and in the body of the e-mail.

If you would like a reply, it is best to end with: ‘I look forward to hearing from you soon’ or

‘I hope to hear back from you within the next few days’.

To close an e-mail to someone you don’t know well, you can use ‘Best regards’ or ‘With best wishes’. When you don’t know the person at all, include both your first name and surname.

Web sites

http://quamut.com/quamut/business_writing/page/how_to_write_a_business_email.html – includes components of a business e-mail, business e-mail tips and a model http://elc.polyu.edu.hk/CILL/eiw/e-mail.htm#feedback

– includes e-mail guidelines and a short practice activity

http://www.tv411.org/lessons/cfm/writing.cfm?str=writing&num=2&act=1 – exercises in setting the tone, subject lines in e-mails and sound a-likes http://esl.about.com/od/businessenglishwriting/a/bizdocs_3.htm

– examples of informal and formal business e-mails, as well as important points to remember 1.

2.

3.

4.

5.

6.

7.

8.

8

How to write a fax coversheet

Though a facsimile, or fax, is usually very brief, it still needs to be polite. E-mails have largely replaced faxes, though some people still use faxes, for example, to send copies of documents.

Use plain white paper and don’t use any unnecessary graphics or information. Make sure the fax cover sheet received is easy to read. If you know the recipient well, ‘Hi’ is a suitable salutation. To close, use ‘Best wishes’, ‘Regards’ or ‘Kind regards’.

Electronic fax templates are available in Microsoft Word format. These can be personalised.

Click ‘New’ on the File menu, and then click ‘General Templates’ in the New Document. Click

‘Letters & Faxes’, choose the style you want and follow the instructions.

Example of a fax

Format

How to write a fax coversheet

To: Manager, Men’s Secton Attenton: Sales Department

From: Thomas Su Subject: men’s shrts

Date: 26 October 20XX Page(s): 1

Please see amendments to order form as dscussed yesterday.

• five white men’s shirts

• Peterson brand

• $250 each

I wll come to collect the shrts on Tuesday next week. If there are any problems, please let me know.

Thomas Su

To: (recever’s name) Attenton: (person you want to read fax) From: (sender’s name) Subject: (topc of your fax)

Date: (date fax sent) Page(s): (number of pages)

9

How to write a business memorandum

How to write a business memorandum

A memorandum, or memo, is one means of communication in a workplace. Memos are usually short documents written to get things done. Aside from action memos, there are also briefing memos. Memos are now often written as e-mail messages.

The purposes of memos are mainly to:

• explain procedures

• announce changes

• make requests

• inform of outcomes

• advise on necessary decisions

Be certain that material in memos is not too sensitive; sometimes the best forms of communication are face-to-face interaction or a phone call. Memos are most effectively used when sent to a small to moderate number of people to communicate specific company or job objectives.

Cityworld Bus Company MEMORANDUM

To: All employees

From: Mark Mchaels, General Manager Date: 27 August 20XX

Subject: Safety record – training workshop

The company’s safety record has not been good recently and all new drvers wll be requred to attend a tranng workshop.

I am partcularly concerned about the accdent that occurred last week n Tuen Mun, n whch a passenger fell n the bus starwell. Ths makes 7 accdents nvolvng passengers fallng over n the past 6 months.

The company has prevously had a good safety record. We beleve that safety s extremely mportant and we had been workng well towards our safety targets for ths year.

It s mportant that everyone understands and follows safety procedures. Please remnd standng passengers to hold on to the ral and not to stand n the starwells.

New drvers may be less famlar wth the safety procedures.

The Tranng Manager wll contact all new drvers later ths week to organse an addtonal tranng workshop on passenger safety.

Mark Mchaels

Use 1-inch (2cm) margins and line space between paragraphs.

The main purpose of the memo should be stated clearly in the first sen- tence.

The ideas in all the paragraphs should be linked and follow a logi- cal order.

The last para- graph should summarise the main point of the memo.

10 How to write a business memorandum Planning

Although a memo is short, it still needs to be planned. A memo must go straight to the point with the most important information first. Be sure to write sequentially and keep your readers in mind. Follow these steps:

• Decide the purpose

• Identify all the information your reader will need

• Organise the information in this order:

1. background 2. key issues

3. explanatory details 4. action

Layout

First, check your workplace in case it has its own conventions and pro-forma for memo writing.

The memo should be easy to read so make use of bullet points or asterisks to highlight key ideas if necessary.

Although some memos may need to be several pages, memos are usually one page. Keep them as short as possible. If your memo is long, use bold-faced headings so the reader can scan the text easily and quickly.

Use one-inch margins around the page. Begin all lines at the left margin.

Lines should be single spaced in the body of the memo and include an extra line space between paragraphs. Use more white space to emphasise important information.

A memo has the following headings.

TO: Make sure you address an individual reader by his or her correct name and job title. Identify a group collectively by its status, e.g. All Office Staff.

FROM: The writer’s name and position.

DATE: Present the date in full, e.g. 23 November 20XX.

SUBJECT:* Be specific and concise. It is important as it immediately and accurately identifies the subject. It should focus the reader on the purpose of the memo.

Highlight it in some way. For example, ‘Computers’ as a subject line could mean anything to do with computers. You could use something like, ‘New laptops available upon request’.

* Sometimes you will see ‘RE:’, meaning ‘with reference to’, instead of the word ‘subject’.

Cc: You can include Cc (carbon copy) under ‘Subject’ to send a copy of the memo to others indirectly. Only use Cc when necessary. Choose the

audience of the memo wisely. Ensure that every recipient needs to read the memo. If it is an issue involving only one person, do not send the memo to the entire office.

11

How to write a business memorandum Content

Opening paragraph

You don’t need to start with ‘Dear . . .’

The opening paragraph immediately states the purpose of the memo, the context and problem, and the specific assignment or task. This helps clarify the reason the audience should read the document. Give the reader a brief overview of what the memo will be about before you give the details. Answer the questions: who, what, when, where and why. The introduction should be brief – approximately the length of a short paragraph.

Body paragraphs

Use a topic sentence to start each paragraph because the reader may not have time to read the whole paragraph.

You may use a paragraph or a few sentences to establish the background. Include only what your reader needs to know. To establish the context, you could use an opening sentence such as, ‘Through market research and analysis . . .’.

Next, state the key issues. Provide details of each issue. Include important facts such as statistics and dates.

Action

Unless the purpose of the memo is simply to inform, you should finish by telling the reader what action you want them to take. Be clear about what the action is, giving any details or deadlines and always be polite.

Closing

The closing should be a summary of the contents of the memo. It should not be necessary for your reader to read the entire memo to find out the important information. You can write your name at the end.

Attachments

You can attach documents such as lists, graphs and tables at the end of your memo. Be sure to refer to the attachments in your memo by adding a notation about what is attached below your closing.

Example:

Attached: Team B Study Initial Results, January-March 20XX

Web sites

http://www.mytutorials.com/tutorial/How_to_Write_a_Business_Memo/169/

– example of a memo, steps to writing a memo, tips and tactics and links to other resources http://business.lovetoknow.com/wiki/Memo_Templates

– memo templates, including instructions on how to use Microsoft Word Memo Wizard

Last paragraph:

closing remarks

12 How to write a business letter

How to write a business letter

Sometimes you need to write more formal letters. These types of letters are often called business letters and they follow a particular style or format. When you are working for a company, you should first check how that company writes business letters.

If you find it difficult to start writing a letter, break it into smaller parts. You may find it easier to write the conclusion to your letter first. Do the parts you find easiest first.

In writing a business letter and you will need to pay attention to:

• the layout;

• supplying or requesting information precisely; and

• building good customer relations.

Example of a business letter

Global Paper Ltd

718 Castle Peak Rd, Tsuen Wan NT, Hong Kong Tel: 2345 6789

Fax: 2345 6781

12 June 20XX Mchael Wong Sales Manager Startup Ltd 123 Mddle Road TST Kowloon Hong Kong CHINA

Dear Mr Wong

Wth reference to our telephone conversaton yesterday, I am wrtng to nform you that we wll post sx boxes of the requred labels Ref. No. 101.

They wll arrve at your company on 20 June, as you requested.

I am enclosng a copy of the nvoce. Please contact us agan f we can help n any way.

Yours sncerely

Arnold Brown

Global Paper Ltd Sales Manager Enclosures

Recipient’s address:

It is best to write to a specific person at the company. Call the company if you do not know who to address the letter to. For international addresses type the name of the country in all upper case letters on the last line.

Sender’s address:

optional; many busi- nesses use company letterhead.

Date: use full date

1st paragraph:

reference and reason for writing

(2nd/3rd paragraphs:

details)

Enclosures: If a document(s) is included in the cor- respondence, type

‘Enclosures’ one line below the closing. If you have included many enclosures, you may list the names of the documents.

Body: Leave a line space between each paragraph.

Closing: Leave four lines between the closing and the sender’s name for a signature. Make sure you sign your letter.

Salutation

13

How to write a business letter Format and Font

Times New Roman is the generally accepted font, although other fonts such as Arial may be used. Consider your audience when choosing a font. Do not use a mixture of fonts – simple is better. In general, do not use a font size smaller than 12 as it is hard to read.

Language

Remember to keep the tone of the letter positive and polite. It is better to keep business letters short – no longer than one page. Keep sentences short too. Limit paragraphs to four or five lines.

In the first paragraph, write a friendly opening and then a statement of the main point. In the second paragraph, justify the importance of the main point. In the third and subsequent paragraphs, continue to justify the point with background information and supporting details.

In the closing paragraph, restate the purpose of the letter and, in some cases, request some type of action.

Salutation

Dear Sir or Madam or Dear Sir/Madam If you do not know the name of the person Dear Prof., Dr, Mr, Mrs, Miss or Ms Jones If you do know the name of the person

Dear Michael If you know the person well

Dear Pat Smith If you do not know the gender of the person Dear Ms Smith Use ‘Ms’ for a female unless you know the

person specifically wants to be referred to as

‘Miss’ or ‘Mrs’.

First Paragraph The Reference

Thank you for your letter of April 3.

With reference to your letter of May 14, . . . With reference to your phone call today, . . .

With reference to your advertisement in the South China Morning Post, . . . The reason for writing

I am writing to . . . (confirm, apologise for, to enquire about . . .)

Requesting Could you possibly . . .

I would be grateful if . . . Agreeing to requests I would be delighted to . . .

Giving bad news Unfortunately . . .

I am afraid that . . .

14 How to write a business letter

Second and third paragraphs (details regarding the reason for writing) Last paragraph

Enclosing documents I am enclosing . . . Closing remarks Thank you for your help.

Please contact us again if you have any problems.

Please contact us again if we can help in any way.

Reference to future contact I look forward to hearing from you soon.

I look forward to meeting you next Friday.

I look forward to seeing you next Monday.

Closing

Finishing the letter

Yours faithfully When you don’t know the person you are writing to Yours sincerely When you know the person you are writing to Best wishes If the person is a close business contact or friend Best regards

Kind regards

Web sites

http://www.trinity.wa.edu.au/plduffyrc/subjects/english/writing/letters.htm For simple business letters you may find this web site useful.

http://auspost.com.au/EDP/0,1398,CH3214%7EMO19,00.html

This web site has a link to ‘New Letter Writing Interactive’ where you can get help writing a business letter.

15

How to write a meeting agenda

How to write a meeting agenda

An agenda is a written plan which shows the order of topics to be discussed at a meeting. This makes a meeting more effective as it runs efficiently and does not waste people’s time.

Example 1 of an agenda

Example 2 of an agenda

Agenda Weekly Team Meeting Date: 12 October 20XX

Tme: 8:30am – 10:00am

Place: Conference Room, 1st floor

Attendees: Alfred Woo (Char), Tna Chan, Jack Cheung, Sue Clark, Alex Lam, Sophe Leung, Andrea So, Naom Suen

Mnutes: Jack Cheung Items

1. Welcome and ntroduce new member Tna Chan 2. Busness Arsng

3. Office renovation – recommendations for new furniture 4. Conference Plannng – report from commttee

5. Socal Commttee – problem wth event late-comers 6. Charty Drve – report on donatons

7. AOB

Agenda Weekly Team Meeting Date: 12 October 20XX

Tme: 8:30am – 10:00am

Place: Conference Room, 1st floor

Attendees: Alfred Woo (Char), Tna Chan, Jack Cheung, Sue Clark, Alex Lam, Sophe Leung, Andrea So, Naom Suen

Mnutes: Jack Cheung Items

1. Welcome and ntroduce new member Tna Chan 2. Busness Arsng

3. Office Renovation – recommendations for new furniture 4. Conference Plannng – report from commttee

5. Socal Commttee – problem wth event late-comers 6. Charty Drve – report on donatons

7. AOB

AW 5 mnutes AW 20 mnutes NS 15 mnutes AL 20 mnutes SC 10 mnutes AS 5 mnutes (15 mnutes)

16 How to write a meeting agenda Points to remember

1. First, find out if your workplace has a template for an agenda and use that if there is one.

If not, start your agenda with:

• purpose of the meeting

• the date

• start and closing time

• meeting location

• attendees

• minute taker

You may also include the approximate times of each agenda item – no longer than 20 minutes each. Meetings should, if possible, be limited to two hours. The meeting should then follow the agenda. Any changes to the agenda should be announced at the start of the meeting.

2. Make sure that the items flow on logically from one another. You can look back at the previous agenda. You can include the names of people responsible against each particular item.

3. The person holding the meeting may begin with an inspirational quote or some type of welcome message. This may be followed by ‘Business Arising’, which is a clarification or brief discussion of any item from the last meeting.

4. Include a question item at the end of the agenda, such as ‘AOB’ (any other business) where participants may bring up topics not on the agenda.

5. Do not leave all difficult time-consuming items until the end. Spread them throughout the meeting.

6. You may like to leave space for making notes.

7. Send the agenda out a few days before the meeting so people have time to think about the issues, which will speed up the process.

Web sites

http://www.wikihow.com/Write-an-Agenda-for-a-Meeting – steps and tips for writing an agenda

Try using a template. Most office software includes templates for writing business documents. If you are using Microsoft Word, click ‘New’, ‘New from template’,

‘General Templates’, ‘Other Documents’, ‘Agenda Wizard’, ‘OK’ and follow the instructions to get a perfectly formatted meeting agenda every time!

!

17

How to write meeting minutes

How to write meeting minutes

Knowing how to take meeting minutes effectively is an important business communications skill. It is vital for workplaces to have a correct written record of all items that have been covered in a meeting. Accurate minute-taking could save time and possible disputes later about who agreed to do what. Good minutes provide a record of discussions and decisions taken at a meeting for future reference. Minutes should generally focus on decisions and actions taken by the group, and they may also capture the thought processes that led to those decisions.

Modern minutes are action oriented. They focus on actions taken, issues undertaken and decisions made. You do not need to record in detail everything that is said. You will need to record any actions that need to be followed up and the name of the person who has agreed to undertake the action.

Meeting minutes usually include the following:

• time, date and venue

• attendees and apologies from absentees

• key outcomes from the meeting – decisions made and actions agreed There are different templates for minutes. Ask about the one your workplace prefers.

Example of meeting minutes

The Cool Cats Hockey Club Team Meeting Date: 14 May 20XX

Time: 5:00 – 7:30pm

Place: Cool Cats Hockey Club Buldng, 7 Stella Rd, Wan Cha

Chair: Andrew Jones Minutes: Tna Chu

Attendees: Mchael Chu, Alce Lane, Terry Lu, Sandra Wong, Anthony Yates Absent: Peter Mu

Agenda Items Business Arising

1. Clubhouse wndows:

Members agreed that all broken wndows should be replaced as soon as possble. AL to get three quotatons before the next meetng.

2. Farewell party for Peter Mu:

Sandra Wong suggested usng the ‘Better than Best Caterers’ for Peter Mu’s farewell

party on 19 August. Anthony Yates sad he had used the same company before and

would be wllng to contact them to make the preparatons. AY to report back at the

next meetng.

18 How to write meeting minutes

This Week’s Agenda Items

1. Junors’ Competton – round 2:

Andrew Jones brought the meetng up to date on hs dscussons wth the West Island Hockey Club’s nvolvement n the competton. Round 2 s scheduled to start on 8 June at the West Island Hockey Club. The Cool Cats and West Island Hockey Clubs wll both provde a referee.

2. Przes for end-of-year tournament:

Snce Peter Mu was n charge of ths tem but was absent, t was decded to leave dscusson untl the next meetng.

3. New club notce board:

Terry Lu showed three desgns for the new notce board and attendees voted on the one from ‘Hot Desgns’. Ths notce board stood out because of ts large, colourful border and better qualty backng. TL wll order three new boards before the next meetng.

4. Repairs to store room floor:

Mchael Chu reported that he had almost fallen when collectng hockey stcks n the store room after the last meetng and felt that somethng should be done to repar the floor. AJ brought up the issue of insurance claims and it was decided that he would check the floor after the meeting and would follow up with the regular maintenance company about gettng t repared as soon as possble. AJ reported that there were adequate funds set asde for general mantenance.

5. Equpment purchase – balls, hockey stcks:

Tna Chu sad the club should buy extra balls and hockey stcks for the junors, as several were forgettng ther equpment on practce nghts. Mchael Chu sad he felt that the money could be better spent and the junors should be encouraged to remember ther gear or not be allowed to take part n the practce sessons.

AOB

Andrew Yates suggested the club look into a fundraising campaign in the next financial year, snce funds were somewhat depleted. It was agreed that at the next meetng everyone would share two deas on how to rase funds.

Meeting finished: 7:30pm

Next meeting Date: 16 July 20XX

Time: 5:00 – 7:30pm

Place: Cool Cats Hockey Club Buldng, 7 Stella Rd, Wan Cha

19

How to write meeting minutes Role of the minute taker

Your role as minute taker can affect how you interact during the meeting. It is likely that you will be expected to take part in the meeting and take notes. Confirm with the person in charge whether you are just taking the minutes or are expected to also participate in the discussion.

The most challenging aspect of taking minutes is to listen and take notes simultaneously. Do not be afraid to ask for speakers to repeat their points.

It is easier to remember what happened in the meeting if you write up the minutes as soon as possible.

Preparing for the meeting Format

Formal meeting minute formats are often decided by the workplace. Check by asking for a copy of previous meeting minutes and follow that format.

Technology v paper and pen

You can take minutes in different ways. You can type directly on to a laptop, use a voice re- corder or even get hold of a white-board that prints what is written on it. You can also just use a paper and pen. If you use technology for taking minutes, make sure you have a paper and pen ready in case the technology fails.

What to bring

A good meeting will have a pre-prepared agenda (see page 15). Everyone will know about the meeting objective(s) and the expected outcomes. You can use the agenda to structure your note-taking.

Ensure you come to the meeting with the previous minutes, stating what actions were to be carried out since the last meeting. This way you can record the status of any action that had to be taken. This is normally recorded under ‘Business Arising’.

How to start

When there are a lot of people in a meeting, make a named seating plan, such as the one below, at the start of the meeting to help you remember who said what.

Bob Ken Gillian Paul

ME John Helen Dan

Lisa Alex Michael

Alice

20 How to write meeting minutes Language

There should be no rude language recorded, even if it is used in the meeting. The document should be objective and the language should not reflect the tone of the meeting.

The minutes should be clearly laid out, visually appealing, and easy to read. Long paragraphs should be replaced by short point-form summaries. Key points and decisions should be highlighted.

The points should be well organised. Even if discussion on the same topic came at different times, all comments that relate to the same item should be grouped in one place.

Check

Before you circulate the minutes, spell check and, if necessary, ask someone to proofread them. You can ask the chairperson to review and, if necessary, amend, and approve the minutes before distributing them to all members. Ideally, minutes should be circulated within one to two days of the meeting taking place. Well written, clear minutes circulated shortly after the meeting are always well received!

Web sites

http://www.mindtools.com/CommSkll/RunningMeetings.htm – for tips on running effective meetings

http://www.theenglishweb.com/articles/writing-minutes-of-a-meeting.php

– for tips on writing minutes of a meeting, including a list of reporting verbs and examples of how to use them when taking minutes. This web site also has links for helpful phrases to use during a meeting and tips for chairing a meeting.

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How to use the telephone

How to use the telephone

Telephone communication is the first point of contact between most professionals and it is a chance for you to make a good impression.

Here are some tips for good telephone etiquette.

Voice quality

People can quickly make opinions on your background, education and personality based on your voice. Speak clearly, correctly and confidently.

Answering a call

It is important for people to know who they are speaking to, so when you answer the telephone you should state who you are.

Example:

‘Hello, this is Michelle Cheung.’

‘Michelle Cheung speaking. May I help you?’

Making a call

You should be prepared when you call someone. Before you make the phone call, you should know who you are calling and the most appropriate time to call them. You should also know why you are calling. Practise first and know exactly what you want to say. Immediately say who you are, the name of your organisation and the purpose of your phone call.

Example:

‘Hello, my name is Michelle Cheung from Wing Shing Company, may I speak to Ms Fu, please?’

‘Hello, this is Michelle Cheung from Wing Shing Company, and I’m calling about the workshop on Monday. I was wondering if I could get some more information, please.’

Taking a message

When taking a message, be sure to get detailed information of the caller’s name and contact number. Also include the date and time of the call. Confirm details of the message.

Example:

Can I take a message? May I help you? Natalie Jones is not in today.

Can I take a message? I’m sorry, I didn’t catch your name.

Transferring a call

Politely ask the caller to hold when transferring a call. If the caller is on hold for 30 seconds, assure them that you are still trying to transfer their call.

Example:

One moment, please.

Hold the line, please.

I’m putting you through.

22 How to use the telephone

Time to call and time differences

Although most phone calls are made in office hours, if you do need to ring outside office hours, be polite and call between 7:00am and 9:00pm. For national or international business phone calls, you must check the time differences.

You do not want to phone someone overseas at 3:00pm your time when it is 2:00am their time. You can find this out by phoning 10013. Try not to call a business at their closing time because, after a long day, people may not want to stay at work to answer a call.

Starting and ending the call

Don’t start or end the phone call too abruptly. You should allow the phone to ring at least once before answering so the caller knows they have connected, but preferably not more than three times. You should also let the caller hang up first.

When the phone rings, stop what you are doing. Turn down or turn off anything making a lot of noise. If you are eating, empty your mouth before answering the telephone. Don’t check for new e-mails or use the computer. Give the caller your full attention. Be sure you have a pen and paper handy in case you need to write down any information.

Correct tone

Be polite and smile when you answer the phone. This will affect your tone of voice and the other person only has your tone to judge you on. Remember it is not what you say, but how you say it. You should never speak over the other person while they are talking. Always listen carefully to what is being said before replying, as you may miss something important if you try to speak at the same time.

Even the right posture and your physical environment can have an impact on how you sound on the phone, so sit up and take the phone call seriously in a quiet environment.

Don’t waste others’ time. When calling someone, don’t say you need ‘a minute of their time’

and then hold them up for 30 minutes. Keep your calls brief and if they will be longer, be honest and check if they have time to talk. If not, you can make another time.

If you are unsure, you could ask: ‘Have I caught you at a good time?’

If it is not a good time for them to talk and you can arrange to call them later, make sure you call at that time.

Voice mail

Make sure your voice mail message is up to date. If you go on holidays, make a new message.

Your message should include your name, an invitation to leave a message, and an assurance you will return the call.

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How to use the telephone Example:

‘Hello, you’ve reached the voice mail of Helen Chan. I’m not at my desk right now, but if you’d like to leave a message, then please do, and I’ll get back to you as soon as possible. Thank you.’

If someone leaves a message on your voice mail, you should return their call as soon as you can.

These are some polite expressions you can use on the telephone.

The meaning: You should say:

‘He is out.’ ‘He is not in the office at the moment. Would you like to leave a message on his voicemail?’

‘She is in the toilet.’ ‘She has stepped out of the office. Would you like to leave a message on her voicemail?’

‘I don’t know where he is.’ ‘He has stepped out of the office. Would you like to leave a message on his voicemail?’

‘She hasn’t come in yet.’ ‘I expect her shortly. Would you like to leave a message on her voicemail?’

‘He took the day off.’ ‘He is out of the office for the day. Can someone else help you or would you like to leave a message on his voicemail?’

‘He doesn’t want to be disturbed.’

‘He is unavailable at the moment. Would you like to leave a message on his voicemail?’

‘She is busy.’ ‘She is unavailable at the moment. Would you like to leave a message on her voicemail?’

How to deal with an angry caller

Let them talk. They can tell you why they are angry.

Listen. You want to understand the real reason why they are angry. You can take some notes as well, to look at later. You can also find out what you think the person thinks should be done about the problem.

Apologise or sympathise. You can say, ‘I understand your frustration.’ This will often make the other person less angry.

You can paraphrase the problem to make sure you fully understand what the angry caller means, that is, you express what the problem is in other words.

Give a solution. The caller will not want to get off the phone until they have some sort of resolution or promise of one. It is not a good solution to say, ‘I will have my manager call you back’.

End with a verbal agreement. Try to make sure that the other person is no longer angry when you get off the phone. Asking ‘Does that help?’ or ‘Does that solve the problem?’

are good questions.

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24 How to use the telephone Conclusion

Telephone communication is another form of communication that greatly affects the way people view you. So remember to be polite and when you have a chance, practise what you want to say so it sounds natural and creates a good impression of you.

Web sites

http://esl.about.com/library/speaking/bltelephone_exercises.htm – exercises for practising telephone calls

Language Box – Telephoning Expressions

Can I take a message? May I help you?

Who’s calling, please? One moment, please.

Hold the line, please. Natalie Jones speaking.

I’m putting you through, now. I’m sorry, I didn’t catch your name.

Would you mind speaking up, please?

Can/May I speak to Ms Smith, please?

This is Peter Lane from ITC Industries.

Can I speak to the operator, please?

Could you give me Ms Smith’s number, please?

Remember: when you say the zero, it is usually pronounced as ‘oh’ in a telephone number.

How to write your first CV 25

How to write your first cv

The term ‘CV’ comes from the Latin words ‘curriculum vitae’, which means ‘a short account of a person’s education and work history’. It is sometimes called a résumé, although in the United States a CV is considered more detailed than a résumé.

Writing a CV is the first step in searching for a job and then if you are given an interview, you can expand on what is in your CV. The CV is an important document which shows your experience, qualifications and skills. Since it is often an important first step in getting a job, it needs to be carefully written and updated each time you apply for a new job.

Always include a cover letter with a CV (see cover letter, page 29). Think about the CV and cover letter from the employer’s point of view. After reading your cover letter and CV, would the employer want to employ you above all other applicants? Remember the person reading your CV may have only an hour or two to look through hundreds of CVs to make a decision who to choose for interviews.

Your CV creates the first impression. Presentation is key. Your CV must be readable and coherent, and the information must be easy to find. A good CV will get you the interview; a good interview will get you the job.

Before you write your CV

Spend time researching the job for which you are applying. Read the company’s publicity, reports and publications. Find out possible information from the Internet, the newspaper, the careers office at your school/college or research at the library. Tailor your CV to suit the job application.

Parts of a CV

1. General information

At the start of your CV, you need:

• Name • Address

• Telephone number • E-mail address 2. Profile (optional)

Here you can briefly introduce yourself. Write about your main strengths or qualities.

Make sure you do not oversell yourself – that is, be honest. You can also mention your career goals and aspirations here.

3. Education

Write the places of education where you have studied – most recent education first. Include subject options taken in each year of your course. Include any special projects or extra- curricular activities in which you had a central role.

You should also include recent secondary school subjects and, if possible, your results.

26 How to write your first CV

Points you should keep in mind when writing a CV

There is not just one way to write a CV. The following are given only as suggestions.

Your CV must be typed on the computer and be easy to read.

Use good quality plain white A4 paper and leave white space to make it look attractive.

Keep it short and simple – just include the necessary items and expand at the interview. One or two A4 pages should be enough.

You do not need to put your age, gender or nationality on a CV.

Unless it is asked for, do not include a photograph.

Use page numbers if your CV is more than one page. You may use a header or footer, in case one page gets separated from the other.

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4. Work experience

List your most recent experience first. This is called reverse chronological order. You only need to include the year you started and the year you finished each job. Give the name of your employer, the job title, and what you actually did and achieved in that job.

Part-time work should be included, especially if you do not have much full-time work experience.

5. Skills

Ability in other languages, computing experience, or possession of a driving licence should be included.

6. Interests

Keep this short, but since teamwork is important in a workplace, show activities where you have demonstrated leadership or responsibility, or which involved you in relating to others in a team.

If you have been involved in any type of volunteer work, give details.

7. References/Referees

Usually give two names – one from your place of study, and one from any work/volunteer situation. Speak to referees and make sure that they are willing to give you a reference. Give their day and evening phone numbers if possible.

You do not have to list your referees, but you should have confirmed them in case they are required.

After writing the CV

Check it carefully for errors. Ask someone else to check it for you and offer suggestions.

Keep copies of all letters, application forms and CVs sent as well as records of telephone calls and names of those people you spoke to, in case you are invited to an interview.

How to write your first CV 27

Joey Cheung Ka Man Flat 4G Block 17 Wong Wing Mansions Shatin NT

Hong Kong

Tel: (852) 2323 2323 joeycheung@hatmail.com

Profile

An English student who is keen to find a position as a part-time assistant kindergarten teacher.

Relable, trustworthy and loves chldren. Worked at a kndergarten last summer n Yunnan as a volunteer and ganed a good understandng of what s requred of an Englsh kndergarten teacher. Able to work on own ntatve or as part of a team.

Education

2002-2009 Yeung Kwong Secondary School

HKALE: Englsh Language [B], Chnese [D], Geography [D], Art [C], Chnese Hstory [D]

Experience

Summer 2008 Voluntary Assstant Teacher, Kunmng Happy Kndergarten No. 1, Kunmng

• Summer holday job workng at a prvately-owned kndergarten

• Ran classes wth the local Englsh teacher about usng Art to teach Englsh Summer 2007 Camp nstructor, Talk Easly Kndergarten, Sa Kung

• Summer holday pad full-tme job

• In charge of group for Englsh ‘Fun Actvtes Week’

• Coordnated team of 5 volunteer assstants conductng Englsh learnng actvtes Skills

Computer: IBM Compatible PCs running Microsoft Office Windows 2007

Language: Spoken and wrtten Englsh (IELTS overall 6.5), Cantonese (natve speaker), Putonghua (ntermedate)

Other: Head Prefect S6 (leadershp sklls) Interests

Organsed a charty Englsh quz n 2007 wth Form 6 and 7 students at Yeung Kwong Secondary School, whch rased $10,000 for the Chnese Red Cross, to be used for extra teachng staff to be employed n kndergartens n rural areas of Chna.

Red Cross (volunteer tutor), swmmng, art, badmnton Referees

Dr Mchael Chan Kwok Mn, Prncpal, Yeung Kwong Secondary School, 1 Tn St, Shatn, Hong Kong E-mal: drmkechan@hatmal.com

Tel: (852) 2678 4512 (work)

Ms Eva Chong, Prncpal, Kunmng Happy Kndergarten No. 1, 2 Huang St, Kunmng, Yunnan, Chna E-mal: evachong@hatmal.com

Tel: (86 871) 808 1111 (work); (86 871) 808 2222 (home) Example of a school leaver’s CV

Note: This CV example is in 10 point but write yours in 12 point.

28 How to write your first CV Web sites

There are many web sites giving tips on ‘how to write a CV’. Check out some of the sites.

There are plenty of CV examples to look at.

For example, go to google.com, click on ‘Images’ and search for ‘CV’ or ‘résumé’ to see lots of sample CVs. Choose an example you like. Why do you like it? Do you like the layout, the content? Use this good example as a template for your CV. BUT, remember to tailor your CV to suit you, the position and the company you are applying to.

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How to write a cover letter

How to write a cover letter

A cover letter, along with the CV, can be a deciding factor in whether you get a job interview or not. It is important because it is part of the potential employer’s first impression. Personalise your cover letter for each potential employer and do not be tempted to save time by sending out the same cover letter to all.

A cover letter should not contain the same information as your CV. Its purpose is to interpret the data-oriented, factual CV and add a personal touch.

You should explain the reason why you are interested in the job and the workplace. Think about the point of view of the workplace you are applying to and tailor your letter to its needs.

Then identify your relevant skills or recent experiences. Your letter should show that you have a high level of interest in the position and you know a lot about the workplace to which you are applying.

Your letter should follow the basic format of a typical business letter and should be in clear paragraphs saying:

• why you are writing;

• what you have to offer; and

• how you will follow-up.

Before you start to write a cover letter, take time to look at various samples of cover letters, such as the one on the next page.

30 How to write a cover letter

Middle paragraph(s):

Tell the employer what you can offer. Say how your qualifications match the job you are applying for.

Closing:

Yours sincerely (if you have used a name in the salutation) Yours faithfully (if you do not know the name) Signature:

Handwritten Typed Signature Final paragraph:

Thank the employer for considering you for the position.

Flat 10C Block 11 Toogood Plaza Shatin, NT HONG KONG 23 June 20XX Ms Nicola Yeung

Human Resources Manager Upmarket Retailing Pty Ltd 407 Thistle Rd

Kwun Tong, Kowloon HONG KONG

Dear Ms Yeung

Subject: Application for the position of Sales Manager

I am interested in the position of Sales Manager advertised in the South China Morning Post on 21 June 20XX. I am employed as an Assistant Sales Manager at Peta’s Fashion Goods. This position has given me ample opportunities over the past two summers to experience working in the area of sales, in particular women’s apparel.

Previously I worked in women’s apparel at Wing Shing Store where I gained experience in petite size garments as well as in Japanese fashion. In my position as Assistant Sales Manager at Wing Shing Store, I regularly advised the manager on sales issues.

A recent part-time course in sales I completed at The Vocational Centre has greatly increased my knowledge of the retail fashion industry in general and in Hong Kong in particular.

My extensive experience as a Assistant Sales Manager also well qualifies me for this position of Sales Manager.

I am enclosing my CV to provide you with more details of my sales experience and I hope you will consider me for this position. You can reach me at phoebechan1@hatmail.com or on (852) 2111 1111. I look forward to meeting you and discussing the position further.

Yours sincerely

Phoebe Chan

Chan Kit Ying, Phoebe

Your contact information:

full address.

(phone number and e-mail address optional)

Date: use the full date Employer

contact information (if available):

name, title, company address

Salutation:

Dear Mr/Ms last name (if you know the name) First

paragraph:

Include which position you are applying for and where you found the job listing.

Example of a cover letter

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How to write a cover letter Content

First Paragraph: why you are writing You may:

be writing in response to a job advertisement.

If you are writing in response to a job advertisement, say where you found out about the position. Include the title of the position. You could also express your enthusiasm for the workplace and how you think your qualifications can bring something to the organisation.

Example:

I am writing to apply for the position of Sales Manager as advertised in the South China Morning Post on 21 June 20XX. I believe I am an excellent candidate for the position.

have been referred to this employer.

If you have been referred by a friend or acquaintance, mention the mutual contact, by name, straightaway.

want to enquire about the job openings at the workplace.

If you are writing a letter to find out about possible job openings, state clearly which job it is you want. You must grab the reader’s attention.

Middle Paragraphs: what you have to offer

If you answer an advertisement, refer specifically to the position listed and illustrate how your particular qualifications, abilities and experiences relate to the position for which you are applying. Your paragraph(s) should include these three components:

requirements of the job;

evidence that you meet the requirements; and

a conclusive statement to encourage them to hire you.

You don’t have to wait for your dream job to be advertised. You may want to work for a specific company; in which case, you may write a prospecting letter to enquire if the company has any positions available. If you write a prospecting letter, describe how you will fulfill the employer’s needs rather than focus on what the employer can offer you. You can do this by giving evidence that you have researched the workplace thoroughly and that you possess skills used within that workplace.

Emphasise your achievements and problem-solving skills. Show how your education and work skills are transferable and relevant to the position for which you are applying.

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32 How to write a cover letter

Points you should keep in mind when writing a cover letter

• Write your letter on plain white A4 paper.

• Use a simple font such as Times New Roman, 12 point.

• Keep your letter to one page.

• Use paragraphs and plenty of white space to make sure it is easy to read.

• Carefully proofread your final document.

Final Paragraph: how you will follow up

Finish your letter by once again showing your interest in the job. Let the employer know how they can contact you or how you will follow up, usually with a phone call. Don’t forget to include your phone number and/or e-mail address.

In conclusion, you may indicate that your references are available on request if you have not listed them in your CV. Also, if you have a portfolio or writing samples to support your qualifications, state their availability.

Example:

Given my education, experience and personality, I feel I could contribute greatly to Upmarket Retailing Pty Ltd. Please do not hesitate to contact me on 9846 5214 should you have any queries. I look forward to hearing from you soon.

Purpose and audience Focus on objectives Writing your speech Oral presentations Personal appearance Using visual aids Interview skills

Presentation Skills

unit 2

34 35 36 37 38 40 42

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Purpose and audience

What is your message and who is it for?

Settle on the topic and what you want to tell people.

Keep it simple and relevant.

Consider what your audience might know about the topic.

Think about things they might need to learn.

Be enthusiastic and knowledgeable about your topic.

What do you want your audience to know when your presentation is over?

Think of some different lectures you have heard. When they were over, how did you feel about them? Did you wonder what they were all about or were you able to understand everything?

Did you feel that you had learned something from them?

If you understood the lectures well, then the presentation must have been clear and delivered in a straightforward manner.

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Making a plan

Go over this checklist:

Who? What? Why? How? When? Where?

Who are you speaking to? Formal situation or informal?

What do you want to say? What should they know when you are finished?

Why is it important for your audience to listen to you? Why should they listen?

How are you going to deliver the talk? Which words, gestures, visual aids will you use?

When will each part of your speech be given? Schedule the talking/activities.

Where will the presentation take place? Room arrangement and seating plan?

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Focus on Objectives

focus on objectives

The objective of your presentation should be one of these:

to share some information to teach something

to entertain

to explain and solve a problem

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The most important thing is what your audience hears, so you must carefully consider what you say and how you say it.

People cannot remain focused for long periods. Talking should be kept to 15-minute periods with discussion, questions or short activities in between the speaking periods.

Attention Grabbers!

• High-interest!

• Humorous – a funny comment, a short joke

• Eye-catching visual aids

• A prop, toy, puppet

• Must relate to your topic or theme

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Writing your speech

Writing your speech

Make a mind map or brainstorm and write down your ideas in random order (do not worry about what should come first, second, etc).

Decide on the order in which you want to talk about your ideas.

Make an outline. List your ideas sequentially.

Get the facts right! Do you need to do further research? If so, use the library, newspapers and the Internet.

Begin your speech with an ‘attention grabber’.

Introduce what you are going to talk about.

Use simple sentences – direct speech (as if you were talking naturally).

Describe things well – use adjectives.

Use examples to help explain your meaning.

Will visual aids help? (a poster, PowerPoint, short film clip).

Conclude with a quick review. Summarise your main points and indicate to the audience that you are ending your speech by saying, for example, ‘in conclusion’ or

‘to conclude’.

You will need to edit and do many re-writes until you are satisfied.

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How to practise your speech

Say the speech aloud over and over again, focusing on intonation, pronun- ciation and rhythm.

Stand in front of a mirror and watch yourself as you say your speech.

Record your voice, then listen to the playback.

Practise your entire presentation in front of a friend.

Have someone film you while you speak and use the visual aids.

Check for any bad habits, e.g. hands in pockets, fiddling with a pen, smooth- ing out your hair.

Listen to your voice. Is it too loud, too soft?

Think about how you will make eye contact with your audience.

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