LEARNING OUTCOMES ———— = When students have completed this chapter, they shou 1 workplace; jals for the materials f Create clear, coherent, and effective communication ™=! '5, tone, facial ister nguage rest 2. Present ideas persuasively using appropriate [ng expressions, and gestures; ication output; ommunicat 3. Consider audience and context in the preparation of each © and Kplaces. in various wor 4. Produce suitable documents with formats required in val INTRODUCTION : ing some part- Having graduated from senior high school, some of you might inert dente; the time jobs while enrolled as college freshmen. Even if you are full-time Stu topics in this chapter will still be helpfal since you will be working in no | ; . . as minutes, ‘The materials are business ‘and technical documents, such ee A i lent, anc memorandums, and requests, as well as short reports, like progress, inci project proposal. These materials are used in all fields healthcare, education, business and trade, law, media, and science and technology. BASICS OF WRITING Writing is an essential skill. ‘All jobs call for writing, from application letters to memos, emails, tweets, text, blogs, websites, proposals, and reports. Through writing, communication is possible among or between employees, managers, stakeholders, clients, and agencies, Employees should be able to write clearly to be able to do the other requisites of the job. Writing keeps business moving (Searles, 2014; Kolin, 2015). Communicate & Connect! Scanned with CamScannerWorl i Kplace writing occurs for audience. It is, the efore, impor ‘ » important that se and audience be seriously considered to make sure that the non ah int that purpose and audience be seriously con writing expected of you a definite purpose, and itis intended for a particular adopt is appropriate for the context and the kind of 1. Purpose , On —the-job writings are usually done for at least one of three reasons: (a) to ¢ ° ; i (a) to create/build a record, (b) to request or provide information, and (© to persuade. lustration 1: eign eset Netterinten iews Peter, an applicant for the 5'Ps, to determine if heis to the carcciFent. The purposes toereate/uild a record to supply information assistance. a to persuade its members that the applicant is eligible for can decid > 1@ Committee should read what the social worker has written, so it ecide on Peter's eligibility for the 5 P's. As writer, once you have determined your purpose, the next question t0 ask yourself is, “What am I going to SAY?" Now, think of the message (or facts and ideas) you want to impart to the reader to achieve your purpose, You may adopt the five W's that journalists use in structuring the opening sentence of news stories: Who, What, Where, When, and Why. This will be a fitting start of your on-the-job writing. 2. Reader/ Audience. Ask yourself these questions: A Who am I writing to? An individual or a group of persons? b. What do they know about this topic? cc. What are their job titles and areas of responsibility? In identifying your audience, remember that the workplace has 4 communication-network pattern of contact created by the flow of messages among communicators: (a) upward, (b) lateral/horizontal, (6) downward, and (@) outward (Searles, 2014; Adler, Elmhorst, & Lucas, 2013). . Upward Communication. The written materials are sent by subordinates to their superiors. Upward communication can convey varied types of messages: a. What subordinates are doing: “We will have that job done by closing time.” b.. Unsolved work problems: “We are still figuring out how the old furniture will (fit in our new ofie.” ‘Communicate €7 Connect! 133 Scanned with CamScannerinion of an id ask the opinit c. Suggestions for improvements“ sink we sh2m interior designer. ye “Tehink Eve, our new he jo d. How subordinates feel about each other Zs Hl Z secretary, is having problems with her respansiOw © Reply to an inquiry from a supervisor « subotdinates and the superiors t productive; however, these with the boss can be risky, hear problems and These messages can benefit both th because the most satisfied employees are the mos messages are not easy to make because being fran! Particularly if the boss may not like or is not ready to suggestions, 1 Lateral (Horizontal) Communication The materials are sent people who are of equa lvl or stats hati, between members ofthe sme division or department of an organization. This communication serves the following purposes: a. Task coordination: “Let's get together to define the role and responsibilities of éach of us and set our work schedule.” s . Problem-solving: “Traffic woes are here to stay, and they have affected our attendance and punctuality. Let us see how we can solve this problem.” - Sharinginformation: "The Inquirer Academy isoffering its2018 First Workshop. Those who are interested may email Inquirer Academy @inguireracademy,.com.” 4. Building rapport: “Thank you for going out of your way and helping us finish the project on time. For this let's have lunch together.” < Downward Communication. This is the kind of communication sent by superiors to their subordinates. Downward communication is very important because giving instructions is inevitable. Examples are: a. Job instructions: “Submit al receipts for items above P100.00 that you paid in cash.” : b. Job rationale: “We are very particular not only about attendance - hi? ce but. also about . Feedback: “Your suggestion regarding stocking asp, 5 Up on supplic saved us from making short orders for sold-out itemy» t“' PST payday Scanned with CamScanner2 Outward Com, municati ar . workplace, An exenmnieation. ‘This is intended for workers outside the financial ra ple is letter to the comptroller of a company regardin; atters, P a company regarding You nee . by the nears the differences in reader category that are created many ways, Se because they affect your communiatin i categories), the men cate, For internal communication (the first eheee now almost totally nine traditionally the prefesed medium, but itis clients, customers, or - over by: email. For outward communication (with prevails although ics hs public in. general), the standard business letter still now sent by email or by fax machine (Searles, 2014). ae Leia iene pel attitude toward a person oF thing (whether you eee or dislike, bias or accept). Tt is how You regard of “read centeed ea ‘ome authors call this “you attitude,” “consideration,” oF teader-centered,” Tone may be professional or formal and impersonal, like in a scientific report, or informal and personal, like in a letter to a friend or in a how-to-do- article. one is shown in how you treat another person, which is something similar to the Golden Rule: “You do to others what you like others do to you.” ‘Tone of writing is most important in occupational writing because a wrong tone in your letter may cost you a customer. This tone or consideration for others is best achieved by doing the following: : Focusing on the Reader (“Reader-Oriented” or “You-Attitude”). You, the writer, should think of the reader—his needs, his wants, his expectations. Your readers are real people; you have to make them feel that you are writing to them as individuals. Put them in the forefront of your letter Example: Poor: te now have a Walk-up Window, open to serve you, from 9 am to-4 pm every Wedhesday.” b. pleter (Focus on “you": “Yous now take care of your banking needs at our Tay Walk-up Window, open f0 ser" from 9 am to-4 pm every Wednesday” Choosing Positive and Pleasant Ideas spe isa ft finder.” Positiv The gla is bal-empty” Positive “The glass is half-full.” “She is concerned with details.” — a. Negative: b. Negative: 135 Scanned with CamScanner? AOWMEET me | | | 136 SONOMA a Noton What Not Focusing on What to Be Done to Solve the Problem, to Be Done day.” a. Negative: “Ie is imposible to open an account for you today we can gladly open an b. Positive: “As soom as your signature card reaches us today, & account for you.” leasant, Using the Passive Form of the Verb to Soften the Impact of Unpleasant Negative, or Controversial News a. Poor: “Today, the union leader declared a general strike.” b. Better: ‘4 general strike was declared today.” (That a strike was declared is the important thing; WHO evan it is unimportant. This tone saves the doer from any possible reprimand or censure.) 1. How important are writing skills to an employee? 2. What basic factors should a writer know to help him write effectively? 3. How are readers/ audience categorized? 4. What do you mean by “reader-oriented” message? 1. Among the factors for effective writing, which do you consider to be most important? Why? 2. Why is it necessary to know your reader/audience? 3. How cana “reader-oriented” message help make communication effective? 4, Revise the following messages by focusing on the reader. a. Emphasize the “you-attitude” or “reader oriented” perspective, + Lam delighted to announce that we are ex: make your shopping more convenient. ‘tending our store hours to * We now have a Walk-up Window, of your banking needs. (Focus on ‘pen from 9 am to 4 pm to take care the benefit the CUSTOMER will get.) Cone = Scanned with CamScannerEm Phasize the Positive fact * Lam son TY that le cannot mot citrenty we Your orgey i” af@ aut of stock of black leather purses Customer's order, Tr att his time, (Focus on WHEN you can fill the Only me, be ig customer ec Ye eligible for the discount. (Focus on WHAT. the i Should do tobe entitled "tothe discount) bid Cannot process een Submitted, (F Motdone) Your claim because the necessary forms have not cus on WHAT should be done now, not on what was © Use the passi ssive voi Ve voice of the'verb to lessen the negative effect * Dr. Juanch 10 Santo: % testing potcy, N°® the Health Secretary, rescinded the new drug The payroll clerk Computation, ( failed to include my June contribution in the [Focus on the MISTAKE; forget the one who erred.) MINUTES OFTHE MEETING c Minutes area summary of what happened ata shared, the discussion made (clear, eting, They show the information z accurate, and objective), and decisions reached during the meeting. Since business meetings have become important communication in business and the industry, a record of their minutes is always filed. Minutes, which are considered official, yermanent records, are regarded as legal documents (Kolin, 2015; Dagdag, Ranin, Roxas, Perez, & Buluran, 2011) ‘The advent of technology. has made possible video conferencing with Skype; this allows groups of individuals in the world of work to meet. Just like in any other business meetings, all participants of the video conference have to prepare for it, and a record of its minutes needs to be filed, too. Minutes may be formal or informal depending on the type of meeting. Formal minutes are long because all information is recorded in detail, including the exact words of motions, amendments, resolutions, and numbers.af votes. Informal minutes are shorter since discussions are just summarized. Whether they are formal or informal, however, minutes have the same basic parts (Kolin, 2015, p.109; Dagdag, et al., 2011). 1. Day, time, and place of the meeting 2. Name of the group holding the meeting 137 Communicare 9 Connect! \ Scanned with CamScanner. Name of presiding officer or chair . Names of present and absent members it ecting . Approval or amendment of minutes of the previous mi B auke For each major point, what was done is indicated. a. What was discussed, suggested, or proposed b. What was decided and the votes, including abstentions ¢. What was continued or tabled for further study or for another meeting d. What time the meeting was officially closed 7. Secretary's signature AAUIDELINES IN PREPARING THE MINUTES As official company document and evidence in court litigations, minutes of meetings should be prepared with care. 1. All motions and resolutions are recorded, and proponents are identified by name. 2. Seconded motions are also noted and recorded although the ones who seconded them need not be identified. 3. Results of seconded motions must be recorded and, whether approved or rejected, should be indicated in.the minutes, 4. Headings are used to mark report sections. Titles should be all capital letters 5. Minutes ofthe previous meeting should also be taken up. 6. Do not report/write verbatim (word for word) what are said. Summarize. Readers are more interested in-results, 7. Lengthy discussions, debates, and reports given should be summarized, 8. The past tense is used. 138 Communicate & Connect! Scanned with CamScannerSample of Minutes ofa Meetin ‘Bo oe Minutes of the Meeting en ital Safety Committee (Adapted from Kolin, 2014) Date: sype of meets January 5, 2018 of meeting: Tie Monthly Meeting, Informal i 9:00 am, lace: ; Room 203 Lab Presiding Officer: Ms, Grace e a Attendance —_ Members Present: i Tesent: Thomas Baldoz, Grace Cortez (president), Virginia Garcia, Victor Juanico, Robert Cruz, Kent Levste (secretary), Rafael Nova, Barbara Santos, and Carlos Zardilla Members Absent: : Paulo Gordon, Marty Tejero Minutes of the meeting Old Business: 4 c The minutes from the previous meeting in December were approved as read. Reports: 1. Carlos Zardilla reported on the progress the Site Inspection Committee is ‘making in getting ready for the January 25 visit of the State Board Examiners. All preparations are on schedule. 2. The proposal to study the use of biometric identification in place of employee ID is nearly complete, according to Victor Juanico. New Business: 1. Virginia Garcia and Rafael Nova voiced concern about a computer irus that may strike the plant—Monkey. Disguised as a familiar email, the virus is contained in an attachment that destroys the files. 2, Barbara Santos moved that the management upgrade its virus protection software. This was seconded by Tomas Baldoz. The vote was 6 to 3 in favor of the motion. e Environment Testing Lab were commended for their. extra that their department maintain the highest professional fhe month of January. 3, Personnel in thi effort in ensuring standards during d 4, Robert Cruz adjourned the meeting at 11:45 a.m. New Meeting: The next meeting 0 pa the same place. of the ESC will be on February 9 at 139 ‘Communicare €¥ Connect? Scanned with CamScannerSE COMMUNIEATE es be taken and hould they 1. How important are the minutes of a meeting? Why | filed? 2. Isit really important to check the attendance of the venene Ext 3. Why should motions and those who make them be records oe 4. Why is it important to present the minutes of the previous me it approved by the body? Why should the past tense be used? 1 i of a Meeting 1. With a seatmate, assess the previously given Sample of — nent én the by answering and completing the items asked for. Post your asse: a class's FB account; post comments on your classmates’ assessments, too. Basic parts identified plain. 3. When and where was the meeting held? ee What group or agency conducted the meeting? eee ©. Who presided over the meeting? San nce important to check attendance? What was laid on the table for approval before the ‘Meeting started? Motions presented and who presented them (Complete the list.) 3. Progress in the Site Inspection Committee may strike the plant— ‘ Virginia Garcia and Rafael Nova the plant 140 Scanned with CamScannerClosing time: 11:45 am, Schedule of next of New meeting: TT are ded. 2. T Study the minutes of an informal meeting given in the box. The parts unlabeled. Write the labels of the parts that are shown on the blanks provi M . Minutes of the Meeting arketing Department (Adapted, Dagdag et al., 2011) Tao March 27, 2018 ———________ Monthly Meeting, Informal 8:00am. ———________ Molave Room, Purelife Building ————___________ MrRomeo Parson, General Manager Present: 23 Absent: 2 (Socorro Valdez; Monica Llave) Minutes of the Meeting Minutes of the previous meeting (February 11, 2018) were read and approved. 1. Ms. Lani Ranula, the treasurer, reported the following: a. Projected cost analysis of the product launching, 250,000.00 b. Projected monthly income from projected pricing scheme of new product, ?3,660,000.00 2. Mr, Alfredo Mendez, program chairperson, asked that the breakdown of specifics of the treasUrer’s report be reflected in the report. 3. Mr. Romeo Parson, the general manager, deferred the deliberation on the approval or disapproval of the treasurer’s report, pending the presentation of the details as suggested and directed. 4. Ms. Lani Ranula was asked to submit the revised copy to Mr. parson’s office by 8:30 a.m. on the next day, Scanned with CamScannerThe body discussed the following points: 1. Motion on the launching of a new Cue was introduced by Ms, Cely Olaguer, secon body on a majority vote. . rodu 2. Mr.Jose Almonte suggested that the details of the P discussed in the next meeting: oduct, water purifier, Ph and approved by the ict launch be Place: ‘SM Megamall, Sta. Mesa, Manila Date: April 1, 2018 Time: 1:00 to 3; 00 p.m. Product name: Clarity ject. 3. Committees were formed to tackle the details of the proj 4. Mr. Robert Yulo, chairperson of Advertising Committee, ee tne body that his group prepared a timetable and a program o for the water-purifier launching. 5. Ms. Jennifer Salvador, chairperson of Games Committee, suggested that giveaways be given only to the first 100 inquirers. This was seconded by Ms. Lilian Samalia and was approved by the body in a unanimous vote. 6. Meeting ended at 11:45 a.m. ‘The next meeting of the Marketing Department will be on April 1 at in SM Megamall, Sta. Mesa, Manila, 10 p.m. (a 4. Bring to class a sample of the minutes of any meeting. With a seatmate, analyze the sample—its parts and the content of each part. 5. With a classmate who is a member of the same student affiliated with, write the minutes of one of the club that you both attended. roup or club you are Past meetings of your ‘group or Memo, short for memorandum, is of Latin origin, remembered.” . This meaning explains the function of of immediate importance and interests. which means “something tobe memos—to record information / Ammo is usually writen for internal or in-house communication, eg usual short, direct to the point, clearly tating what must be done or not deme, a, ae dita for various functions, such asthe following (Kolin, 015), : * Communtcare & Contes! Scanned with CamScanner1. Making announcements 2. Giving instructions; , 3. Clarifying a poticy, Procedure, 4 Changing a policy or Procedui 5 . Alerting staffto a problem; OF issue; re; - Sending recommendations; Providing legal records; . Calling a meeting; and Reminding employees of corporate history, policy, and procedure. MEMO PROTOCOL Just like any other business correspondence, the memo carries the company name and image. It should, therefore, follow the company’s accepted ways in which in-house communication is formatted, organized, written, and routed. Be guided by these four guidelines (WikipediaA Memorandum, 2018): 1. Betimely. Do not wait for the day of the event before your announcement. 2. Beprofessional. Although a memo is an in-house correspondence, it should still be well crafted, factually accurate, and free of grammar lapses and faulty writing mechanics. 3. Be tactful. Politeness and diplomacy are important qualities of any business correspondence. 4, Send memo to the right person. In business, a memo is typically for jnternal communication; hence, it could: also be considered as an upward communication through which any complaints, issues, opinions, views and suggestions are sent. : MEMO FORMAT AND PARTS =~ . hould ‘ and the way they are sent. Whatever the format, they sl Memos a7 be memo has basically two parts: HEADER or identifying bree the canes NES SAGE; aside from the word MEMO or MEMORANDUM information an : on top of the paper (Searles, 2014; Kolin, 2015). 1 Scanned with CamScannerin the box: 1. Header, which includes four parts, a8 shown in MEMORANDUM ej ne, arrange names in To: Name and job title of receiver (If more than 0! order of job status.) ing on your familiarity FROM: Sender's name (You may use first name depending with the receiver.) DATE: Full calendar date (February 11, 2018) itle of your memo; it SUBJECT: Indicate the purpose. This serves as the title y summarizes the message. (Good Samples): * Safety in Cleaning Brake Machines * Ways to Increase Meralco’s Social Responsibilities Poor or vague/not clear samples: +. Cleaning Difficulties * Meralco’s Social Responsibilities (Ifa memo is sent in the body of the email, you do not need to include the header parts; they are automatically included in the email’s heading.) 2. Message, which follows the Orientation-Information - Action format. Orientation (Opening paragraph): What is your purpose or reason for writing? b. Information: What do you want to tell or convey to the reader? c. Action: What step or course of action do you intend to take? Sample of a Basic Memo Format MEMORANDUM TO: All Employees FROM: Susana Cordero, Manager, Personnel Department ‘| Dati January 12, 2018 SUBJECT: Januario Garcia Scanned with CamScannerAs many 3 admitted to thet You alread Manila Co} Y know, Ja t was disorder. He is s¢ nny of the Maintenance Department mMunity Hospital over the weekend for a serious blood hedul 8d to undergo surgery on Monday. Although Jan In) may want to sean Will ot id him "6 be receiving visitors or phone calls the meantime, you hate ‘et Well” cards to lift his spirits, He is in Room 234. ce

wise ety of ment of cost vers roject but the safe k. Is there a persuasive statet ety of the kids? Pricey P investment in terms of safe the kids is priceless? 2. With the same group, make an assessment of the unsolicited proposal sn in the box. Find out if it conforms to the ‘standards of an effective unsolicite proposal by answering the questions below the box. Write your answers on the blanks. : unsolicited Proposal (Adapted from Leonidas, 2018) February 28, 2018 pr. Francisco Duque DOH Secretary subject: Boosting the Next Generation’s-IQ Dear Dr. Duque: This is Dr. Leonardo L- Leonidas, assistant clinical professor in pediatrics, ity School of Medicine. 1am deeply concerned with the igence Quotient conducted by British professor of psychology: i nd Finnish professor of political science, Tatu i pore topped the list withan average!Qof 108, Scanned with CamScannerItaly, 102; Iceland, 04; ; nd ines, Kuwait, followed by South Korea, 106; Japan and China, 106; Taiwan, Philippi Mongolia, and Switzerland, 101; and the United states, 98. The and Seychelles scored 86. , improving children’s d of i : metho thts while higher ram oF wort In this regard, | would like to propose a prog! ae he long wait is 1Q, This may be a longitudinal program, but t IQ for the next generation of Filipinos. e educational system, h ee igher the 1Q. The traditional way of raising the children’s 1Q is throuB the hi public or private. The higher a student’s educational attainment, This is because the IQ test is based on written language. zed, which | starting he language and would want to propose from the mother’s But there is a method not known or not recogni math skills to be done nationwide: educating the parents, prégnancy, on the factors that can develop and boost t of young children. Proposal: This method'can be done on a national level by: 1. Educating the physicians, nurses, and midwives of the town health centers. Information on advanced cognitive development should be added to their present health and nutrition curriculum. ples who are getting married to attend seminars on 2. Requiring all cou increase a child’s the factors that can-reduce injury to the fetal brain to i chance to have advanced language development. These seminars will be conducted by the rural health staff. There are critical things that parents should know and do, some of which are: a. Avoid eating too much cassava, cabbage, cauliflower, sweet potato, bamboo shoot, and any other foods that lower the thyrdid hormone in the mother’s blood. This hormone is needed by the fetal brain for normal language and cognitive development. . Avoid anxiety or emotional stress. This can increase the stress hormone cortisol that can damage parts of the fetus’ memory center, the hippocampus. 7 . From the sixth month of pregnancy, the mother should 1 h read al the baby, and the father should talk to the baby at about thre nhs from the mother’s abdomen. At this time, the baby can hear. ° d. From the child’s birth until he/she is four years old, the parents shoul talk at 35 words per minute. This is a critical step in boosting een 1. They should also read baby books to the child as often as. possi . e. | rr eee | s ‘Scanned with CamScannere. Parer i thi Parents or caregivers should never shout, fight oF argue Coes ‘ seeing and hearing distance. . Parey nts, elders, and caregivers should not hit or span k the child. 20, Aklan and in its king with our town children’s These Deanna Concepts | am propagating in my town in Le mayorion System a boost the children’s 1Q. Now, | am wor! | cognitive skills. cally spreading cognitive tips on how to improve hildren’s IQ above next generation. f , i a parents ee these guidelines , they will be boosting their cl , ill have happier and smarter Filipino children in the Very truly yours, Dr. Leonardo L. Leonidas Questions for the assessment of the unsolicited proposal 1. What motivated the writer to propose such a project? 2. What is the problem presented by the writer? What makes the writer deeply worried about Filipino children’s 1Q? 4. why is Dr Leonidas proposing to improve the child’s language skills? 5. Whatis the relation of language skills to 1Q as observed by Dr. Leonidas? yonidas mentioned the old way of developing a child’s language and math 6. Dr.Le r method? skills. What is that TT Scanned with CamScanner