Appendix A Punctuation Made Easy: Full Stop
Appendix A Punctuation Made Easy: Full Stop
Appendix A
Punctuation Made Easy
Full Stop
The strongest punctuation mark of all. Should be used:
Comma
The weakest pause mark, but the most important, since its omission can
sometimes change the meaning of the sentence.
Don't pepper your sentences with commas - use the meaning of the
sentence as a guide.
Never separate subject from verb by a comma.
Never separate verb from object or predicate by a comma.
Should be used:
Semi-colon
I!l
W Marks a longer pause than a comma. A rather neglected punctuation
mark, which is worth learning how to use. Should be used:
Colon
[J
A stronger mark than the semi-colon, but used as an introducer. Should
be used:
Question Mark
It is equivalent to a full stop and should therefore be followed by a capital
letter. Should be used:
1. After a direct question: 'Can you come to the meeting?' 'He asked,
"Where is the letter?'" Should not be used after an indirect question;
that is, one that does not require an answer: 'He asked where the
letter was.'
Need not be used after a courtesy question; that is, a sentence
disguised as a question, but actually expressing a request or a
command: 'Will you please let me know as soon as possible.'
2. After the individual parts of a speech, each of which might be
expanded into a complete sentence: 'Have you finished the report?
The illustrations? The binding?'
rn•
Exclamation Mark
After a word, phrase or sentence to indicate strong emotion or to express
sharp emphasis: 'No! That is not the point at all!'
Quotation Marks
Are placed immediately before and after the actual words spoken or
quoted. Should be used:
Note: when quotation marks are used with other punctuation marks, the
rule is that punctuation marks go inside the quotation marks if they apply
Appendix A: Punctuation Made Easy 377
to the quotation or direct speech only, and outside when they apply to the
whole sentence: 'He said, "Are you going?''' 'Did he say, "I am going"?'
When both the whole sentence and the quoted words require a
question mark, one question mark is made to serve both purposes, and is
placed inside the quotation mark: 'Did he ask, "Are you going?''' Note:
where a quotation is included within a quotation, double quotation marks
should be used for one quotation and single quotation marks for the
other: The lecturer said, "The importance of good written English was
summed up by Winston Churchill's words, 'Men will forgive anything
except bad prose.""
Apostrophe
Beware of the apostrophe; it causes untold problems for people who do
not seem to know the correct use of 'it's' and 'its'. 'It's' stands for 'it is'.
'Its' stands for 'belonging to it'.
Should be used:
Dash
EJ
A much over-used punctuation mark. It should never be used merely as a
substitute for commas, semi-colons or full stops. It has its own useful
functions. (Make it long enough to avoid confusion with the hyphen.)
Should be used:
the Marsh account - but of course you'll be familiar with it, won't
you?' 'The Prime Minister admitted the desperate need for housing,
hospitals, schools - thereby, you may think, invalidating her policy of
public spending cuts.'
2. To mark a parenthesis or apposition: 'One director attended the
party - Mr Gideon.' 'He asked for only one document - the Walker
contract.'
3. To give strong emphasis: 'Those who voted against him - and there
were many - still spoke warmly of his courage.'
4. To mark off a contrasting or summarising statement: 'Accuracy,
brevity and clarity - such are the qualities of good business writing.'
Brackets (Square)
EJ
• ••
Signify the omission or deletion of letters or words in quoted material.
'Man ... is a being born to believe.' - Disraeli.
Hyphen
c:J
_
1. To indicate the division of a word at the end of a line (see Appendix
D).
2. To join parts of certain compound words. There appear to be no
definite rules; however, the following guides represent current
practice:
(a) With prefixes 'ex', 'self and 'vice': 'ex-managing director', 'self-
centred'.
(b) To join a prefix to a proper noun: 'pro-British'. Note: it is not used
with short prefixes like 'co', 'de', 'pre', 'pro' or 're' except to prevent
Appendix A: Punctuation Made Easy 379
Appendix Bl
Using Capitals
Try to use capital letters as little as possible. However, use capital letters:
1. For proper names - a proper name is the name of an individual person, place,
company, ship, product, etc.: 'Maximilian Forsythe-Rhodes'; 'the British';
'Concorde'; 'the Houses of Parliament'.
2. To start a sentence or quotation.
3. For names of days of the week and months of the year but not for seasons:
'Wednesday'; 'March'; 'spring'; 'autumn'.
4. For the titles of books, magazines, films and so on: The Dogs of War; the Daily
Mirror (but note: The Times); Management Today.
5. For the particular and not the general: 'the Chairman, Managing Director and
senior directors'; 'Avon County Council' - but when you refer to them a
second time - 'the council deferred the decision'.
6. For points of the compass which name a particular geographical area; but not
when they express direction: 'You travel north-east to get to the North-East';
'the Far East'; 'far eastern crafts'; 'southern Britain'; 'North America'.
7. For divisions of knowledge when you use them as titles of specific courses; but
not when they are used to refer to studies in general or common divisions of
knowledge: 'I am taking Principles of Marketing and Personnel Management
as well as some economics and politics'.
381
Appendix C
Using Numbers
General Rule
Write numbers from one to nine as words; from 10 upwards write them as figures.
Exceptions
1. Beginning a sentence. Numbers are always spelled out when they begin a
sentence. Try not to start sentences with complicated numbers; e.g. 'Fifty-
three million nine hundred and eighty-five thousand three hundred and sixty
cars were produced last year. '(I)
2. Round numbers. These should be spelled in full, except when they are used
in the same sentence with other numbers that cannot be expressed in words
conveniently:
'We cancelled the meeting ten days ago.'
The report contained more than fifty pages.'
These machines range in price from £50 to £13 500.'
3. Adjoining numbers. When one number immediately follows another, it is
best to spell out the smaller number, or the first number: 'ten 40-seater
coaches'; 'four 25p notebooks'; 'twelve 2p pieces'.
4. Numbers in parallel constructions. Write all the numbers in figures, unless all
are small or are round numbers that can be written easily in words. If the first
word is a number, it may be written out, even though the rest of the numbers
are written in figures; but it may be possible to recast the sentence so that the
first word is not a number:
'She ordered 65 diaries, 43 ring binders, and 125 felt-tip pens.'
'One hundred and sixty-two men, 75 women and 53 children were in the plane
when it was hijacked.'
'When the plane was hijacked there were 162 men, 75 women and 53 children
on board.'
s. Sums of money. Write sums of money in figures except in legal documents:
£53; £5.36; 36p.
6. Ordinal numbers. Ordinal numbers in lists are in figures - 1st prize, 2nd
prize, 3rd prize; the date is in figures - 4th February 1992 (although the
practice of writing 4 February, 2 March, etc. is increasing); but elsewhere in
words - first, second, third.
7. Quantities and measurements. Quantities and measurements are usually
written in figures.
382
Appendix D
Line-end Division of Words
General Rule
Try to divide according to the sense of the words, if possible keeping enough of
the whole word on the first line to imply the meaning.
Never divide:
• a proper noun;
• one or two letters at the beginning or end of a word;
• short words of two syllables;
• at the end of three consecutive lines;
• in legal documents;
• words of one syllable and their plurals;
• on the last line of a paragraph or page;
• in the middle of figures;
• between initials of names.
Note: these suggestions will often make it possible to divide a word in different
ways.
383
Appendix E
Commonly Misused and Confused
Words
currant: fruit
current: belonging to present time, motion of air or water
disorganised: disordered
unorganised: not organised or planned
Appendix F
Ten (Simple?) Rules of Spelling
Except:
seize, weird, weir, sheik
Note: the words 'neighbour', 'height', 'weight', 'heir', 'their', are not excep-
tions, since the sound is not ee.
2. Words ending in a silent e drop the e before a vowel when forming compound
words but not before a consonant:
singing, singeing
dying, dyeing
hopeful - hopefully
faithful - faithfully
Appendix F: The (Simple) Rules of Spelling 387
4. Words ending in a single vowel and a single consonant double the final
consonant before adding -ed, -ing, -er:
differ - differing
alter - altering
Except:
worship - worshipping
travel - traveller
5. When the word begins with s the s is retained after mis- and dis-:
6. When all, full, till and well are used to form compound words they usually
drop one I:
Except:
farewell, well-being
!
pro
ex ceed super-sede
suc
8. Words ending in -our usually drop u before -ation, -ate and -ous:
humour - humorous
vigour - vigorous - invigorate
merry - merrily
lady - ladies
rely - relied
likely - likelihood
Appendix G
Commonly Misspelled Words
A Final Word
Throughout this book we have concentrated on the basic principles that lie behind
effective communication in business, but you will have discovered that there is no
magic lamp that you or I can rub to make you an effective communicator. It is a
question of being aware of the nature of communication and the principles which
govern the process, and then being prepared to make the effort to put those
principles into practice.
If you are willing to think sensitively when you communicate and always keep
the other person - the receiver - constantly in mind both before you communi-
cate and while you are communicating, you will automatically discover the
answers to those familiar questions. What shall I say? How shall I say it? What
does he mean?
In other words, communication is a selfless process in which, to stand any
chance of success, we have to fight constantly our natural instinct to be
self-centred. We have to guard against the very natural inclination to concentrate
on ourselves, on what we want to say, and try instead to consider the other person
and focus on what we need to say and do, both to help him understand what we
mean and to help him tell us what he means.
Real communication, then, is a two-way process. We must be prepared to listen
as much as speak and we must listen effectively to what is really being said - and
to what is not being said. We must be conscious of what may be communicated
between the lines when we listen and read, and when we speak and write - in
other words we must be aware of the total message. Above all, we need to be
constantly aware of the potential difficulties that beset communication, and alert
to the ways in which we can strive to overcome them, or at least reduce their
effect.
We will not always succeed. Communication is by nature a human and
therefore imperfect process, but our efforts to improve will be rewarded in
countless ways. In any case, just trying to understand how communication works
and how we can try to perfect our ability to communicate effectively can in itself
be a rewarding task.
Further Reading
BACIE, A Guide to the Use of the Telephone in Business, British Association of
Commercial and Industrial Education.
Carey, G.V., Mind the Stop, Pelican edn, Penguin, 1971.
Citrine, Lord, The ABC of Chairmanship, NCLC Publishing Society, 4th edn,
1982.
De Leeuw, M. and E., Read Better, Read Faster, Penguin, 1965.
Emerson, R.W., The Conduct of Life, 1980.
Fowler, H.W., Modern English Usage, Oxford University Press, 1983.
A Final Word 391
Answers to Exercises
3 Listening
Exercises
1. 45 per cent listening (9 per cent writing; 16 per cent reading; and 30 per cent
speaking).
2. One tenth of the original message is remembered after three days.
3. See page 29 - 'Possible listener responses'.
4. See page 28 - 'Resist distractions'.
5. The person who tends to concentrate on his own thoughts and interrupt might
do well 'holding back' and 'playing back' the ideas of others before making his
own contribution. He would probably find the game suggested by Carl Rogers
extremely difficult but very instructive.
The manager who tries to appear a good listener but ends up talking about
his own problems might also benefit from 'playing back' and 'holding back' but
could also try 'helping the speaker' by more use of listener responses.
The student needs to be alert for messages which affect him, constantly
asking himself: "how can I make use of this?" 'Being interested' is not
something that just happens: it requires hard work, preparation and a
readiness to listen and show he's interested. He might also make a real effort
to 'resist distractions' and increase his concentration in the middle of a lecture.
'Listening for the main ideas' would help his concentration.
And finally, the person who is quick to judge a person's ideas on the basis of
superficial things, like the appearance and dress of the speaker, needs above
all to 'keep an open mind' and 'resist distractions'.
4 Non-verbal communication
Exercises
(c) You are not very concerned about other people, since it apparently
doesn't bother you that you may have caused someone inconvenience.
(d) You are rude and discourteous because you did not apologise.
4. 'Kinesics' is the study of body movements which convey information in the
absence of, or in addition to, speech.
S. The four types of distance are: intimate, personal, social and public.
6. You are likely to be perceived as more confident, more believable and more
interested in your audience than the content of your speech.
7. Shifts of gaze and head nods, as well as grunts, gestures and changes of body
orientation, help to synchronise speech in conversations.
8. We are more likely to believe the non-verbal message.
Exercises
1. (a) What does 'today' mean? Since the message has no date, Jim will not
necessarily know to which day 'today' refers. If Jim is out all day on the
day the message is received, when he comes in the next day he would be
justified in assuming 'today' refers to that day. It is therefore possible that
he will miss the appointment and turn up on the wrong day to find no one
is there.
Furthermore, what does 'lunch time' mean? This will depend on
whether the lunch hour is taken at the same time every day for both
Mr Strange and Jim.
Finally Jim has no means of finding out the answers to any of these
queries because the message is not signed, so he has no idea who took it.
Telephone messages should always include the date and time the message
was taken and the name of the person who took the message.
(b) Same deficiencies as l(a). It also does not include the name of the person
to whom it is addressed. The message is very vague suggesting that the
message-taker has not heard the words very clearly and has not read it
back to the caller. If the message-recipient has no idea what the message is
about he may even wonder if it really is for him. He cannot check with the
message-taker (no name), he cannot check with the caller (caller's name
not given) and he is probably left, either to ignore it and hope he will
eventually find out what it is all about, or to start a detective hunt perhaps
starting with appointments in his diary on Mondays (he doesn't know
which Monday).
Make sure the message contains all the necessary details.
(c) Who rang? What's all fixed? Now, the message-recipient has just been
talking to a chap at Dawson's asking him to arrange a special delivery, so
perhaps the message refers to that and he can rest assured that his
requirements will be met. On the other hand, he spoke to someone else at
Dawson's the day before about another matter in which a special price was
being negotiated. That chap also said he would ring back and let him know
if the price had been accepted.
Perhaps the message refers to that matter. Perplexed, the recipient has
no alternative but to make another, otherwise unnecessary, call to clear up
the confusion.
394 Communication
Message for:
Message:
Where possible, the conversation has been shortened by giving the essential
details early on in the conversation. However, it cannot be greatly reduced
because Mr Trent must give the necessary information and the secretary must
read the message back to check that she has heard correctly and written down
what Mr Trent wants written down.
The major difference, however, between this and the original conversation
is that Trent knows exactly what is going to happen and has built in a
contingency plan which will operate if Sloane cannot meet him. Providing the
secretary passes on the message (and she sounds efficient) everyone will know
what is happening. If by any chance she fails to contact her boss, Trent's
contingency plan will work and they will meet for dinner at 8 p.m. All this has
been completed in one phone call instead of possibly two in the original
situation.
This was achieved because Trent thought in advance about the call; worked
out at least two possibilities - he might speak to Sloane himself or he might
have to leave a message; thought of a contingency plan in case Sloane could
not meet him so that an additional call was not necessary; and had all the
details at his fingertips.
Despite making the call as brief as possible, consistent with being clearly
understood, both parties were polite and helpful, and the purpose of the call
was achieved. Efficient telephoning!
6 Interviewing
Exercises (1)
Exercises (2)
Obviously there are no right answers. It would depend entirely on the particular
context of the interview and your specific purpose. However, here are my
suggestions:
Exercises (3)
1. A direct question allowing only a 'yes' or 'no' answer, so not very useful. Good
for opening the interview and putting interviewee at ease but might be better
worded: 'How was your journey?'
2. Pulling rank and begging for pity are both inexcusable and it is a leading, if not
even a loaded, question. A good alternative would depend on the purpose of
the interview, but something along these Jines would be an improvement:
'How can I help you to cope better with your job?'
3. A leading question revealing the interviewer's own views on 'job-hopping' and
not giving the interviewee a really fair chance to explain what may be perfectly
acceptable reasons for his changing jobs. Better: 'Why did you move
from ... to ... ?'
4. Such a mixture of questions and far too complicated and long-winded for us to
analyse let alone for anyone to answer. Ask one question at a time: 'Why did
you take a mixture of "0" levels and CSEs?'
Exercises
8 Communicating in groups
Exercises (1)
1. Larger and more complex business organisations have made it impossible for
anyone person or area to make decisions without consulting other areas in the
organisation.
People want to be involved, to be given a chance to express themselves and
be heard, to be 'given a voice' in matters that concern them. They are then
more likely to be committed to the resulting decisions which may affect them.
2. Groups are likely to make better decisions than an individual because (a) more
information is available in the form of several people's knowledge and
experience, and (b) by dividing responsibilities for research among a number
of people, more information can be brought into the discussion.
Taken together these two advantages explain the statement 'two heads are
better than one'. A group consisting of five or more people can conduct more
interviews, read more reports, or conduct more surveys than one member
acting alone.
Exercises (2)
(a) 2 1 3
(b) 4 6 5
(c) 9 7 8
(d) 10 11 12
(d) 15 13 14
(e) 16 17 18
Exercises (3)
2. The optimum size of group is five (certainly no more than seven), as this size
allows complete interaction among the members and yet provides sufficient
variety of talent and personality to tackle problems imaginatively.
3. No. A group needs to be compatible, and this means that personalities should
be complementary. A group consisting of members who all have dominant
personalities and want to lead would probably not be effective.
4. The 'hidden agenda' refers to the personal objectives of individuals in a group.
These personal objectives may conflict with the group's objectives and to be
effective a group must, by some means or another, encourage individuals to
see the group's objectives as more important than their own.
s. Who am I in this group? What is the pattern of influence? What are my
personal needs and objectives?
6. Physical proximity increases interaction. The location of the meeting commu-
nicates a message. Shared facilities, even poor facilities, can encourage
cohesiveness in a group.
Exercises (4)
Exercises (1)
Exercises (2)
3. False. Routine items and items requiring little discussion should be placed high
on the agenda, but the amount of time allowed for their discussion should be
carefully controlled by the chairman to allow sufficient time for discussion of
more lengthy items.
4. False. Solutions should only be invited after the problem has been carefully
identified and diagnosed, otherwise there is a danger of solving the wrong
problem.
S. True. All the basic principles of good communication concerning purpose,
audience, timing, two-way communication, listening, etc. apply to participat-
ing in meetings.
Exercises (3)
Exercises (1)
1. Probably some kind of build-up board, ideally a magnetic board but a make-
shift flannel board would serve as well. This would allow you to move pieces
representing furniture, people and department names around the board as you
put forward your alternative office lay-outs. It would also provide the facility
for building up pictures of alternative suggestions from the meeting, so that
everyone could see what is being suggested.
However, the problem with using build-up boards for presenting distinct
alternatives is that you also need a permanent record of each alternative for
reference purposes when you get to the point of comparing them. You might
therefore consider supporting your initial presentation with separate charts for
each alternative which can be distributed to everyone present for reference
purposes both during and after the meeting. Large charts at the front of the
room may possibly be difficult to see in a group as large as thirty, so individual
handouts would be better, but this is where judgement of the particular
circumstances comes in. It would depend on the actual room, the seating
arrangements and the degree of detail which you want everyone present to see.
Handouts. The idea of reproducing your visual aids as individual handouts
is always worth considering. The timing of the issue of these handouts is
Answers to Exercises 401
crucial: produced early in a presentation they can provide your audience with
individual copies of detailed material to refer to, but they draw attention away
from you, the speaker, and can be distracting; produced late in the presenta-
tion or at the end they can cause frustration because people often take notes
from visuals which they then discover they do not need. The solution is to tell
your audience either at the beginning of your presentation or at appropriate
points as you speak, which visuals they will receive at the end as handouts.
2. If you are right-handed you should stand on the left of a board or flip chart; if
you are left-handed you should stand on the right. This will obviously affect
where you position a free-standing board, so that you can reach your notes and
move around easily.
3. To provide an example of something the audience may not have actually seen
before; to provide an everyday example as an analogy of some more complex
process you are talking about; to provide interest, vitality and reality.
4. If you will be able to gain access to the room where you will give your talk well
before the session begins, you would probably be advised to draw the diagram
carefully on the board but very faintly. In this way you will be able to draw in
each part of the piece of equipment as you explain it and following the faint
guidelines which only you can see. This method will prevent you frightening
your audience to death by revealing a large complex visual aid right at the
start.
To be successful you will have to make sure that you can get into the room
sufficiently early to be able to draw the diagram very carefully. You should
also make sure that you will be able to draw it sufficiently large for the back
row of the audience to see it.
If you will be unable to get into the room beforehand, then a large wall chart
might serve as well. In this case you might consider sticking lift-up flaps over
sections of the drawing, so that you can reveal the diagram fairly gradually as
you go along.
5. The most appropriate form of visual aid for recording a discussion is probably
a flip-chart board with lots of paper. The audience's contributions can be
written up and the torn-off sheets can be fixed to the wall as they are
completed. These can then serve as the basis of the report for the newspaper.
You would also be able to produce your own prepared visual aids on flip charts
as and when they seemed appropriate in the context of the discussion. An
alternative to flip charts might be overhead projector transparencies or a roll of
OHP film which could be used in the same way as the flip charts, but cannot be
hung up on the walls.
Exercises (2)
1. You should ask for a 16mm (known as '16 mill') film projector.
2. You might try to avoid using more than one aid which requires a screen, since
you would have to move the overhead projector to prevent it getting in the way
of the film or slides, and you would have to move the slide projector in order to
position a film projector and vice versa. There are various other 'unhappy
bedfellows' but the overall principle is to be able to arrange as much as
possible beforehand, and cut any movement of equipment or general fiddling-
about down to a minimum once the presentation has started. However, a tea
break in the middle of the proceedings might allow you to rearrange things if
you want to.
402 Communication
12 Faster reading
Exercises
1. NEFARIOUS (c) evil; VICIOUS, villainous; e.g. a nefarious plot (Latin:
nefas - 'wrong, crime').
2. CENSURE (c) to blame; criticise; reprimand officially; e.g. to censure a member
of Parliament (Latin: censere - 'to assess').
3. NEBULOUS (b) vague or unclear; hazy; cloud-like; e.g. a nebulous statement
(Latin: nebula - 'mist').
4. SALUTARY (a) beneficial; promoting health; wholesome; e.g. a salutary exer-
cise (Latin: salus - 'health').
5. TORTUOUS (d) winding; full of twists and turns; e.g. a tortuous path; also,
devious; e.g. a tortuous argument (Latin: torquere - 'to twist').
6. PREMISE (a) basic assumption; proposition from which a conclusion may be
drawn: 'He started with the premise that "All men are mortal" , (Latin:
praemittere - 'to place ahead').
7. CREDIBLE (d) believable; apparently worthy of belief or confidence; e.g. a
credible story (Latin: credere - 'to believe').
8. INVALIDATE (b) cancel; render of no force or effect; e.g. to invalidate a will
(Latin: invalidus - 'weak').
9. BIZARRE (a) odd; eccentric; fantastic; strikingly out of the ordinary, or at
variance with accepted standards; e.g. bizarre behaviour (Italian: biz-
zarro - 'gallant, brave').
10. DEFUNCT (a) extinct; dead; e.g. a defunct system (Latin: defunctus from
defungi - 'to finish, discharge').
13 Better reading
Exercises
1. The value of reading material can be assessed against these three categories:
essential, useful and irrelevant.
2. Skimming helps you with the final reading task because at each level of depth
of detail it familiarises you with the structure of the material you are about to
read, before you read it.
Answers to Exercises 403
Exercises
1. The cost of a letter includes internal handling costs, filing time, filing
equipment and space, cost of writer's and typist's time as well as stationery and
postage - estimated by some companies at a total of £15 per letter on average.
2. An adjustment letter seeks to satisfy a complaint, make reparation for a fault or
deficiency; a credit reference inquiry is written to check on someone's credit
worthiness; a collection letter is written at periodic intervals in the process of
trying to obtain payment of a debt. Different letters are written at different
stages in the process.
3. Letters fall into four main categories: favourable; neutral; unfavourable;
persuasive.
4. When a letter introduces the negative elements too early the reader may
switch off and not be prepared to be convinced by any reasons or justification
which follow.
Negative elements can be made to seem less important if they are subordi-
nated through positive word choice, careful sentence structure and positioning
in the letter. Since the first and last sentences in a letter should be reserved for
views you want to emphasise, negative elements should not be put in the first
or last sentences.
By using inductive word order, which presents the reasons and details first
and then introduces the negative idea, the reader may be persuaded to accept
it.
5. Questions (or exclamations) are very acceptable beginnings for letters of a
sales or persuasive nature. They may be used to start any letter in which your
objective is to gain the reader's attention quickly. A question involves the
reader quickly and provides a bit of mystery and suspense to keep him reading
until you can explain where he fits into the picture. A question can also be
flattering to the reader by asking for his opinion.
6. Favourable elements: it is always desirable to end a letter with a favourable
element, a positive tone, to leave the reader in a good frame of mind.
Goodwill. Without overdoing it, you should take every opportunity to
build goodwill in a letter. Pleasant-sounding words throughout the letter are
always welcome but endings which include 'Thank you', 'Good luck', 'Best
wishes', are especially useful for ending letters which have contained
disappointing news.
Resale. Sometimes it is appropriate to end a letter by reassuring the reader
that the purchased product is right for the customer, or that the company the
customer is dealing with is the one that can do the best job for him, but this
should not be done too blatantly.
404 Communication
Action. This is perhaps the most useful way to end any letter in which some
action is required by the reader or writer. Specify near the end of the letter
exactly what is going to happen next: 'I will let you know as soon as 1 have the
information you need', 'Please ring me on ext. 252 to let me know whether you
will be able to attend', 'Please reply on the enclosed reply-paid card.'
Exercises
1. False. The first stage in applying for a job is deciding what sort of a person
you are and what sort of a job would suit you. The second stage involves
finding the vacancies and discovering exactly what the advertisers are looking
for. Only then should you think about actually replying to advertisements.
2. True. More people will see newspaper advertisements (especially those in
national newspapers) than those publicised anywhere else, so there are likely
to be more applicants. The first letters received may get more careful
attention. Furthermore, the quality of promptness is a personal virtue that
employers may consider a business virtue.
3. False. Careful consideration of the style of the advertisement, the tone of the
wording, what is omitted and what is included can often tell you more about
what the company wants, than the obvious statements of qualifications and
experience required.
4. True. Any contact you have with the prospective employer, however
informal, can help or hinder your application, and therefore deserves thought
and preparation.
5. False. You must think of something to say. Most employers will give you a
black mark if you cannot write a short coherent statement in this section and
seem to be content to limit your application to the straightforward factual
questions in the rest of the form.
6. False. Two sheets are preferred - one that gives the facts in easy-to-Iocate
summary form (the curriculum vitae - CV) and another that states clearly
which job is being applied for, interprets the CV information, and gives
reasons for applying (the covering letter). This method is actually easier for
you. It avoids problems of style and, if you are applying for lots of similar
jobs, it allows you to reproduce copies of the facts for use as and when you
need them.
7. False. The duties and attributes required for certain manual jobs may be
required also for the office-type jobs you are seeking. For example, if you
have worked in a shop-floor manual job this may provide evidence of such
qualities as initiative, reliability, cooperativeness and punctuality, as well as a
willingness to 'dirty your hands', mix well with all sorts of people, or 'try
anything once'. Even a temporary or holiday job may display evidence of
wanting to gain experience, earn your own living or provide the means of
achieving some other goal, all qualities which would count in your favour.
8. True. If two headings 'General education' and 'Business education', or
'Technical qualifications' and 'Other qualifications', allow you to link some of
your qualifications and experience more closely to the job you are seeking,
then you should use whichever headings you feel are appropriate.
9. False. While the covering letter does serve the invaluable purpose of showing
how well you can express yourself, it should never merely repeat the facts in
Answers to Exercises 405
the CV. It represents a chance to expand on some ofthe bare facts, draw out
and pull together those that are significant, emphasise what responsibilities
and opportunities certain jobs have given you, explain why you want the job.
Above all, in doing all this you should be able to imply those qualities which
you possess and recognise as significant for the job.
10. True. Copying someone else's letter will at best cause you to commit
inadvertent inaccuracies (between the CV and the letter, for example) and at
worst will cause you to be 'caught out' if you do get an interview. As for using
your present employer's stationery or making negative comments about
him - both would reveal a disloyalty, a lack of good manners and an
underhandedness - undesirable qualities in themselves but hardly likely to
recommend you as a prospective employee. Other common errors made by
applicants which should be avoided are:
16 Writing reports
Exercises
18 Visual communication
Exercises
• gains attention;
• provides information quickly;
• speeds comprehension;
• relieves monotony;
• conveys trends and tendencies;
• highights specific figures;
• shows relationships;
• reinforces the words;
• highlights differences;
2. In choosing a visual aid, your first consideration will be, Is a visual aid needed?
Will it produce some of the advantages above? Then you should consider:
Exercises (2)
• Visual aids can often communicate more quickly and in less space than the
equivalent verbal message would require.
• Visual presentation is often the only way to communicate where language
and literacy barriers would make a verbal message incomprehensible.
2. 'Visual literacy' is the ability to 'read' pictures, signs, symbols, charts, etc.
3. Flow charts, algorithms and decision trees are all variations of plotting visually
the steps in a process or procedure.
4. An algorithm. Algorithms are particularly useful for diagnosing faults and
problem-solving, since they should provide an answer to every possible
question, providing the procedure is followed correctly and the algorithm has
been designed logically.
5. Checking typing of a letter - inspection:D
A worker waiting for materials - delay: 0
Papers filed in a fIling cabinet - storage: \l
Picking up a screwdriver - operation: 0
An object moving on a conveyor belt - transport: 0
Signing a document - operation: 0
408
Index
T V
tables 283-3 values 75, 103
talk (giving a) 133-48 verbal adjectives 338-44
task (of a group) 106, 109 verbal nouns 342-4
telephone 50--60 verbal signals or signposts 184
about a job 228 verbs 324--6, 331-5, 335-48
answering 56--60 video-tape 161-3
gathering information 55-5 visual aids 145,147,149-67,260,
making a call 54 277-318
operators 53-4 visual communication 51,58,
Telex messages 271-2 149-67,277-317, 407
tenses 346-8 visualisation 174
tension 13, 18, 81 visual literacy 307, 407
terms of reference 115,245-6,259 visual presentation
territory 38-42 advanta,ges 279, 407
testimonial 228 non-statistical data 306-17
textual presentation 281-2 principles 280-1
timing 3, 120 statistical data 281-5
titles 210 vocabulary 5, 12, 175-7
tone 7,90 vocal chords 15, 16
voice 3, 13, 15, 19-20, 32, 33, voice 11-21, 90
52,56 volume 15, 16, 90
topic cards 140, 146, 258
topic sentence 8, 183-4, 403
topical order 9 W
touch 39, 42 white board 151-2
typewriting 262 words 1-2,9-10, 383-5
size and spacing 262, 264 writing192-276
written communication
U advantages 193
unrelated participles 338-42 disadvantages 193