Purposive Communication

Corazon F. Rubio
Mayra Christina M. Ambrocio, DEM
 Table of Contents

Module 8: Communication for Work Purposes

Introduction 111
Learning Outcomes 111
Lesson 1: Communication for Employment: The Resume 112
Lesson 2: The Application Letter and Resume 118

Module 9: Communication for Work Purposes

Introduction 123
Learning Outcomes 123
Lesson 1: Workplace Communication 124
Lesson 2: The Application Letter and Resume 126
Lesson 3: Communication Methods in Business:
Non-Verbal Communication 130
Lesson 4: Written Communication Methods in Business 131
Lesson 5: Visual Communication Methods 132
Lesson 6: Communication for Business and Trade 134
Lesson 7: Modern Business Communication Methods 140

Module 10: Communication for Academic Purposes

Introduction 148
Learning Outcomes 148
Lesson 1: Writing a Research Proposal 149
 List of Figures

Figure Description Page

8.1 Chronological Resume Template in MS Word 111
8.2 Functional Resume 114
8.3 Functional Resume Template in MS Word 115
8.4 Combination Resume 116
8.5 Resume Template in MS Word 119
9.1 Workplace and Teams 124
9.2 Face to Face Communication 127
9.3 Videoconferencing as the New Normal 128
9.4 Modern Communication Methods 139
9.5 Hastags 140
9.6 Live Chat Box on Website 141
9.7 Live Video Call Option Website 143
9.8 Opt-In Text Messaging Notifications 143
9.9 Mobile-Friendly Account Access/Management 144
9.10 24-Hour Customer/Tech Support 145
9.11 Social Media Personality 145

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 MODULE 8
COMMUNICATION FOR EMPLOYMENT

Introduction

A resume is almost always required for applicants to white-collar positions.

They are the first step taken by corporate recruiters and hiring managers to identify
candidates who might be invited to interview for a position. Successful resumes
highlight specific accomplishments applicants have achieved in former positions, such
as cutting costs, transcending sales goals, increasing profits, and building out teams.

Learning Outcomes

At the end of this module, the students should be able to:

1. Prepare a resume and application letter;

2. Write documents using appropriate tone, style, conventional reference style;
and
3. Prepare a documented job interview or presentation.

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Lesson 1. Communication for Employment: The Resume

What is a Resume?

A resume is a persuasive summary of your qualifications for employment. Together

with this text is an application letter or a cover letter that introduces you to the employers.
Writing a resume and application letter is writing an advertisement selling your skills, talents
and abilities which require a level of care in the documents (Resume Coach, 2020).

Resume is a formal document that a job applicant creates to itemize his or her
qualifications for a position. A resume is usually accompanied by a customized cover letter in
which the applicant expresses an interest in a specific job or company and draws attention to
the most relevant specifics on the resume (Andrew, 2020).

American job coaches insist that a resume should be only one or two pages in length.
British job applicants traditionally are expected to produce a somewhat more detailed
document, called a CV (curriculum vitae) (Andrew, 2020).

There are several different ways to format your resume. One of the first decisions you
should make is the type of resume you will write: chronological, functional or combination.
Each of these resume types is beneficial for different people who have various backgrounds
and objectives. When making specific formatting decision—like margin size or font style—
your goal is to deliver a document that allows employers to quickly see why you’re a good fit
for the job.

Resumes are now sent by email, not snail mail. The traditional one- to two-page limit
stands, but nothing prevents you from attaching a brief video introduction or other illustration
if it is relevant and enhances your presentation (Andrew, 2020).

It's smart to write your resume to tailor it to a specific job you're seeking. A
qualification summary on a resume often attracts attention from potential employers because
it makes their life easier. Hiring managers save time and energy usually spent reading through

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the entire resume by reading the highlighted qualifications in the summary and are able to get
a basic understanding of what that candidate can offer the business.

Let’s begin by looking at the three main types of resumes and which would be best for
you.

Types of Resume (Printed Examples) (Indeed Career Guide, 2020)

Features of Resume:

1. Chronological
2. Functional
3. Combination

Chronological Resume (Indeed Career Guide, 2020)

A chronological resume lists your work experience in reverse-chronological order,

starting with your most recent position at the top. This is the most traditional resume format
and for many years remained the most common.

The chronological resume is the traditional and most accepted resume format. Items
are listed in reverse chronological order, with the most recent work or schooling first. Names,
dates, and places of employment are listed, and education and work experience are grouped
separately. A chronological resume is a good choice for anyone whose employment history
shows a consistent, advancing career path. For example, you might select a chronological
resume format if you’ve spent the past several years in the same industry and each role you’ve
held was more senior than the last. It’s also often used by people who are applying to a
position in the same or similar field to the majority of their work experience (Andrew, 2020).

However, if you have multiple gaps in your employment history, you’re looking to
change careers or your work experience is heavily varied, you may want to consider a
functional or combination resume.

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 Figure 8.1 Chronological Resume Template in MS Word
Source: https://templates.office.com/en-us/resume-templates (n.d.)

Functional Resume (Andrew, 2020)

The functional resume focuses on the skills and talents developed by the applicant
and does not emphasize job titles, employer names, and dates. This is used when there are
gaps in the writer's work or study history, when such experiences are not that relevant to the
position for which he/she is applying, and when the writer wishes to combine experiences
from paid jobs, activities, volunteer work, and courses to show the extent of his/her experience
in a particular area. A functional resume format usually includes the following information in
this order (Andrew, 2020):

1. Contact information
2. Objective or summary statement
3. Summary of relevant skills
4. Work experience
5. Education
6. Additional information (i.e., volunteer work and special interests)

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 Figure 8.2 Functional Resume
Source: https://www.indeed.com/career-advice/resumes-cover-letters/resume-format-guide-
with-examples (n.d.)

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 Figure 8.3 Functional Resume Template in MS Word
Source: https://templates.office.com/en-us/resume-templates (n.d.)

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3. Combination Resume (Andrew, 2020)

It is a blend of the chronological and functional resume types. This resume

format allows you to emphasize both your work experience and relevant skills.
Because your skills and employment history will consume most of your resume space,
you may need to eliminate optional sections such as a summary statement, volunteer
work or special interests. It chronologically lists job history and education but also
allows the applicant to highlight certain marketable qualifications. This is used by fresh
graduates who have some job experience and by those who are returning to work or
are changing careers.

Figure 8.4 Combination Resume

Source: https://www.indeed.com/career-advice/resumes-cover-letters/resume-format-guide-
with-examples (n.d.)

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 In this guide, we discuss the best ways to format your resume for your career
objectives. It can be helpful to make certain formatting decisions before you begin writing or
updating your resume. This allows you to construct a resume within the guidelines of proper
formatting. For example, setting one-inch margins provides a structure so you will know how
long your resume is when formatting is applied. From there, you can adjust font size and style
as needed. In making the resume, the following are required:

• Visual Impact
• Specific Supporting Details
• Styles and Mechanics

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Lesson 2. The Application Letter and Resume

The first two workplace documents any person has to accomplish upon or even
before graduation are the cover letter (or letter of application) and the resume. This section
gathers guidelines and examples from Arinto's English for the Professions (2009),
Wallace's Adams Media Résumé Almanac (2005), and Write for College: A Student
Handbook, written and compiled by Patrick Sebranek, Verne Meyer, and Dave Kemper
(1997). These references contain explanations of the form, function, and features of these
two documents.

• Features of an Application Letter

An application letter or a cover letter is a "letter you write to a prospective

employer to persuade him/her to give you a job" (Arinto, 2009). It really covers or goes on
top of the applicant resume. The cover letter is formatted like a business letter, but it has
its own specific challenges. It is very important that the cover letter does not contain
mistakes when it comes to the information about the company and prospective employer.
The applicant should find out the full name, position, and preferred title of the addressee-
sometimes the employer, sometimes the head of a Human Resources department. The
message should provide adequate information about the position being applied for the top
qualifications of the applicant (highlights of the resume).

First, the date and inside address should be provided, the latter including the
contact person's name and position, as well as the company name and its address. Like
in other business letters, the salutation should begin with the word "Dear," followed by the
appropriate courtesy title (e.g., Mr., Ms., Dr., Prof.., Atty., Engr., Hon., etc.) and a colon.
In the first paragraph, the applicant should immediately state an interest in the specified
position as well as give reasons, for example, background, as to his/her suitability as a
candidate. The first paragraph should be kept short -no longer than a page or half a page.
In the second paragraph, qualifications should be supported with concrete and specific
details, such as highlights from the applicant's resume.
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 Figure 8.5 Resume Template in MS Word (Microsoft Office, 2020)

Free and premium resume templates and cover letter examples give you the ability to
shine in any application process and relieve you of the stress of building a resume or cover
letter from scratch. Whether you’re looking for a traditional or modern cover letter template or
resume example, this collection of resume templates contains the right option for you
(Microsoft Office, 2020).
With a traditional resume template format, you can leave the layout and design to
Microsoft and focus on putting your best foot forward. If you’re looking for a way to bring your
application to life, put a face to your name with a headshot resume template and cover letter
combo. If that’s not your style, you can choose from hundreds of other fully customizable and
printable resume templates.  all resume and CV templates are professionally designed, so
you can focus on getting the job and not worry about what font looks best. Just open MS
Word, and Click File Menu, New and type Resume on the Search Bar. Just download your
favorite template and fill in your information, and you’ll be ready to land your dream job
(Microsoft Office, 2020).

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Assessment Task 9

Assume that you already had graduated from your course and looking for a
job. In MS Word, Write your (1) resume, (2) application letter, and (3) Video, You can
use RESUME templates that are available in MS Word. Submit the file to your
professor/ Instructor to his/her e-mail address &/or drive link.
(File Names: GE4_ProgramBlock_SurnameFirstname_Resume.docx,
GE4_ProgramBlock_SurnameFirstname_CoverLetter.docx and
GE4_ProgramBlock_SurnameFirstname_Videofile)

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 Summary

A resume and cover letter are your marketing tools to make an impact on a
potential employer and secure an interview. There are literally hundreds of books on the
market with good advice about how to write effective resumes and cover letters, each with a
different opinion on style and content. When you apply for an open position at an organization,
employers require you to fill out a resume and submit it as part of the application process.
Some companies also require you to send a cover letter with your resume to explain why
you’re qualified for the position.

While a cover letter may be optional for some positions, it’s usually a good idea to
include one in any application you submit. In this article, we discuss what a cover letter is,
why it’s important for you to send one with your resume and other tips you should consider
before submission.

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R References

Andrew, B. (2020, June 25). Investopedia. Retrieved from Resume:

https://www.investopedia.com/terms/r/resume.asp

Indeed CareerGuide. (2020, November 26). Retrieved from Resume Format Guide: Tips
and Examples of the Best Formats: https://www.indeed.com/career-advice/resumes-
cover-letters/resume-format-guide-with-examples

Microsoft Office. (2020). Retrieved from Resume Templates: https://templates.office.com/en-

us/resume-templates

ResumeCoach. (2020). Retrieved from How to write a qualifications summary on a resume:

https://www.resumecoach.com/write-a-resume/qualifications/

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 MODULE 9
COMMUNICATION FOR WORK PURPOSES

Introduction

Communication for work purposes: healthcare, education, business and trade, law.
Media, science and technology are very important to the profession that you will be taking in
the future. Effective communication in the workplace is an integral element of a business’s
success; it enhances relationships within the company and with clients, and it increases
employee engagement and the overall effectiveness of a team. On the other hand, when
teams fail to communicate effectively, the results are detrimental to the business.
Communication is highly important to job training and more emphasis should be put on clear
instructions and conversations to prevent mistakes from happening within the workplace.

Learning Outcomes

At the end of the module, the learner should be able to:

1. Create a clear, coherent, and effective communication materials;

2. Present ideas persuasively sing appropriate language registers, facial
expressions and gestures;
3. Adopt awareness of audience and context in presenting ideas in
communicating ideas;
4. Analyze communication materials; and
5. Perform tasks and related documents as communication material.

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Lesson 1. Workplace Communication (Heathfield, 2020)

Communication is the act of sharing and conveying information between two or more
individuals. It has so many components, and failing to communicate in the workplace
effectively is commonplace. Effective communication requires all components interworking
perfectly for “shared meaning,” a favorite definition of communication. It is of particular
importance when questions are asked and answered. You will find the components of effective
communication and the forms and uses of questions to enhance it (Heathfield, 2020).

Figure 9.1 Workplace and Teams

Source: https://www.thebalancecareers.com/tips-for-team-building-1918512 (2020)

Components in Communication

As a review, let us discuss further the five components to any communication and a
sixth that is the overall environment of the workplace:

• The Individual Sending the Message

The sender must present the message clearly and with enough detail so
that the receiver shares meaning with the sender during and following the
communication (Heathfield, 2020).

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• The Context for the Message

The context is how the message is delivered by the sender of the message.
Context involves nonverbal communication such as:
• Gestures
• Body language
• Facial expressions, and
• Elements such as the tone of voice

Most of the context for a message is only available when the receiver can
see and hear the message sender. Email and IM emoticons/emoji, for example,
are a substitution as the sender formulates or use them without input from the
receiver (Heathfield, 2020).

• The Person Receiving the Message

The receiver must listen carefully and intently, ask questions for clarity,
and paraphrase to ascertain that they share meaning with the sender. If the
receiver trusts the sender, the chances for effective communication increase.

• The Delivery Method You Choose

The delivery method should be selected based on the medium most

effective to convey the meaning of the message.

Since communication methods are so diverse since the dawn of computers

and mobile devices, decisions about the delivery method have become more
complex. The delivery method must suit the communication needs of both the
sender and the receiver, so that effective communication occur (Heathfield, 2020).

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Lesson 2. Communication Methods in Business: Verbal
Communication (Palmer, 2019)

According to Palmer (2019), the world has become smaller in recent years as
communication methods in the workplace become more plentiful and far-reaching. While
technology makes methods of communication more convenient and swift, if you don’t choose
the proper channels of communication the message can be lost. The following are some of
the scenarios:

• Context can be misread, as sometimes happens in a hastily written text

message
• A message recipient who isn’t comfortable with technology might not
understand how to open an email;
• An account representative who needs an order expedited is not likely to wait
a week for a letter to arrive in the mail

It is extremely important to know not only the different communication methods in the
workplace, but also when to properly and effectively execute each one depending on your
audience and what type of message you are trying to convey.

The first step is to identify the ways to communicate business information that humans
typically use every day (Palmer, 2019).

Verbal Communication Methods (Nelson, 2014)

➢ Verbal communication consists of the words, sounds, accents and dialects that
humans use to communicate.

In some languages, an inflection on a particular syllable of a word can mean

a completely different thing, which makes it extremely important to know what
language your recipient speaks so that nothing is lost in translation.

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 ➢ Face-to-Face Communication as Verbal Communication

Face-to-face communication is the oldest communication method in business.

It is a verbal method. It is also the most efficient and accurate way to get a message
across. Face-to-face communication allows a message recipient to take cues from
non-verbal communication such as facial expressions, body language and eye
contact.

There is still no better way to instill confidence and trust in a business

transaction than to look someone in the eye, know the other party. Show sincerity,
enthusiasm, relevant thoughts and confidence.

Figure 9.2 Face to Face Communication

Source: http://www.nbogroup.com/blog-article/view/how_to_effective_face_2_face_communication/
(n.d.)

Personal discussion is the foundation of Communication. Once face to face

conversations happen, trust and understanding are established. Then other media become
more acceptable to the conversation. The old art is face to face conversations. The new
normal: we use texting, email and other social media to converse with others far more than
face to face communication (Nelson, 2014).

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➢ Video Conferencing as Verbal Communication

Figure 9.3 Videoconferencing as the New Normal

Source: https://br.pinterest.com/pin/488922103277045820/?autologin=true&lp=true (n.d.)

The most advanced communication process. Video-messaging platforms such as

Skype, GoToMeeting and Facebook Messenger are other methods of communication that
have made it easier to communicate with business associates who aren’t in close proximity to
each other. Communication technology has come a long way. Telephones and Mobile Phones
have added the vocal component and now “Video Conferencing” includes the visual
component, which is perhaps the most important part when it comes to communicating
attitudes and feelings (RelatingOnline, 2020).

Telephones and Mobile Phones have added the vocal component and now “Video
Conferencing” includes the visual component, which is perhaps the most important part when
it comes to communicating attitudes and feelings (RelatingOnline, 2020).

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 The method requires little more than a computer, internet connection and a video
camera to connect, and the number of people who can be connected in a meeting are
limitless.

While video conferencing does make things easier and faster than, say, using the
telephone as a communication method in the workplace, it still has its limits.

Unlike in face-to-face contact, the message recipient only sees what’s on the computer
screen, and while they can see facial expressions, they will not see other non-verbal cues like
body language or be able to take in the entire background setting. For some people, that can
be uncomfortable (RelatingOnline, 2020).

Verbal communication methods will continue to expand, and employee expectations

for instant communication about everything having to do with their work will continue to grow.

Also, video conferencing is at the mercy of technology. If someone’s computer isn’t

working properly, or if an internet connection goes down, crucial time can be wasted in a
business meeting. Even worse, a poorly executed video call filled with interruptions can give
a prospective client the impression that you are not professional (RelatingOnline, 2020).

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Lesson 3. Communication Methods in Business: Non-Verbal
Communication (Palmer, 2019)

Non-verbal communication consists of what we don’t hear when we communicate

with someone. A smile, an open hand, a smirk or the wink of an eye can all mean different
things. You wouldn’t want to approach a prospective client with crossed arms, for instance,
because that can signify that you are closed off to communication.

There are several ways that you can use non-verbal communication as a
communication method in the workplace to more effectively send a message, especially if you
are doing business in different countries with different customs. However, there are some
things to be aware of (Palmer, 2015).

➢ Touching

Depending on the culture, touching can either be a welcoming gesture or an

insult. In the United States, a handshake is considered a gesture of friendship or
partnership. In some Asian cultures, two men who are friends walking down the street
holding hands is considered common practice (Yonatan, 2015).

➢ Gestures

Certain gestures can be used to send non-verbal messages, but they can also
come off as insulting. The common “V” sign, which signifies peace in the U.S., can be
quite insulting in countries such as Ireland or South Africa. A thumbs up sign in the
Middle East basically means “Up yours!” (Yonatan, 2015).

➢ Personal Space

While many European cultures tend to give each other plenty of personal
space unless they are close acquaintances, business associates in countries such as
Italy or the Middle East are more likely to stand closer to each other, or even give hugs
as a symbol of business partnership (Palmer, 2015).
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Lesson 4. Written Communication Methods in Business (Palmer, 2019)

This type of communication method in business refers to the act of writing, typing
or printing symbols such as letters and numbers to convey information. It can be helpful,
because unlike verbal communication, written information leaves a paper trail to be used as
a reference.

➢ Written Reports

This is a very common way of using written words to communicate a large

amount of information to people, while also maintaining a hard copy for later reference.
This is most effective for busy people who may not be good note-takers, or for
multitaskers who need to go back and reread the information for clarity.

➢ Emails

Emails have become one of the most common uses of written communication
in business settings today. They are quick, instantaneous and can be received on the
go. On the downside, emails can be impersonal and generally don't transmit a large
amount of information.

➢ Mobile communication
Even less formal than emails, texting and mobile messaging on platforms such
as Facebook have become a quick way to get information to and from business
associates. While it’s definitely a speedy way to transmit information, it’s not a secure
way to transmit information and suffers from the lack of non-verbal information cues

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Lesson 5. Visual Communication Methods (Palmer, 2015)

Visual communication is the act of using photographs, art, drawings, sketches, charts
and graphs to convey information, and can often be an effective way to break up gray, boring
expanses of text in reports or as a way of providing dramatic effect to help make a message
clearer.

Visuals are often used as a communication method in the workplace during

presentations to provide helpful context alongside written and/or verbal communication. Also,
for some people with different learning styles, visual communication can be more effective in
helping them understand concepts.

➢ PowerPoint Presentations
This popular software is an easy-to-use, effective way of delivering lots of
information to a group of people in a format that appeals to many people. Colorful
graphics and photos can be used to demonstrate points and convey large amounts
of information much more effectively than using just text.

➢ Content Marketing Videos

Content marketing is being used by more brands as a way to attract
prospects and transform prospects into customers by creating and sharing valuable
free content in the form of informative videos.

➢ Sketch Drawings

In some situations, it makes much more sense for a visual sketch to help bring
across a message. How many car designers have sold the idea of a sports car to an
investor using a sharp and colorful sketch of a concept? Architects start the process
of building skyscrapers with a few ideas and some colored pencils, and event
planners sell the idea of colorful flowers and brightly decorated halls using sketches.

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Communication methods include the following examples:
• Written Documents
• Email
• Forms
• Letters
• Videos
• Telephones
• Signs
• Screenshots
• Posters
• Notes
• Instant messages (IM)
• Facebook Messages, Face Time, and more.

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Lesson 6. Communication for Business and Trade (Toppr, 2020)

Report writing is a formal style of writing elaborately on a topic. The tone of a report is
always formal. The important section to focus on is the target audience. For example – report
writing about a school event, report writing about a business case, etc. Let us briefly discuss
the different kinds of reports (Toppr, 2020).

Report Categories

1. The Informal Report

Informal reports are usually short messages with natural, casual use of
language. The internal memorandum can generally be described as an informal report
(Rawat, 2020)

Types:
1. Progress Report
2. Sales and Activity
3. Personnel Evaluation
4. Financial
5. Feasibility Literature
6. Credit

2. The Formal Report

Formal Reports are carefully structured; they stress objectivity and
organization, contain much detail, and are written in a style that tends to eliminate such
elements as personal pronouns.

Types:
1. Analytical reports - present attempts to solve problems.

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 • Scientific Research
• Feasibility Reports
• Real-Estate Appraisals

2. Recommendation
3. Research and Case Study

3. Informational reports - carry objective information from one area of an organization to

another.

1. Annual Reports
2. Monthly Financial Reports
3. Reports On Personnel Absenteeism

3. Proposal Report:
The proposal is a variation of problem-solving reports. A proposal is a
document prepared to describe how one organization can meet the needs of another.
Most governmental agencies advertise their needs by issuing “requests for
proposal” or RFPs. The RFP specifies a need and potential suppliers prepare proposal
reports telling how they can meet that need (Toppr, 2020).

4. Vertical or Lateral Reports

This classification refers to the direction a report travels. Reports that more
upward or downward the hierarchy are referred to as vertical reports; such reports
contribute to management control. Lateral reports, on the other hand, assist in
coordination in the organization.
A report traveling between units of the same organization level (production and
finance departments) is lateral.

5. Internal or External Reports:

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 5.1 Internal reports travel within the organization
5.2 External reports, such as annual reports of companies, are prepared for
distribution outside the organization.

6. Periodic Reports:

Periodic reports are issued on regularly scheduled dates. They are generally
upward directed and serve management control. Preprinted forms and computer-
generated data contribute to uniformity of periodic reports.

7. Functional Reports

This classification includes:

1. Accounting Reports
2. Marketing Reports
3. Financial Reports, and a variety of other reports that take their designation from
the ultimate use of the report

Almost all reports could be included in most of these categories. And a single report
could be included in several classifications. Although authorities have not agreed on a
universal report classification, these report categories are in common use and provide a
nomenclature for the study (and use) of reports (Toppr, 2020).

PARTS OF A REPORT (Toppr, 2020)

1. Title page
2. Table of Contents
3. Summary
4. Introduction
5. Methods
6. Findings
7. Conclusion
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 Reports are also classified on the basis of their format. As you read the classification
structure described below, bear in mind that it overlaps with the classification pattern
described above (Toppr, 2020).

1. Preprinted Form
Basically for “fill in the blank” reports. Most are relatively short (five or fewer
pages) and deal with routine information, mainly numerical information. Use this format
when it is requested by the person authorizing the report.

2. Letter
Common for reports of five or fewer pages that are directed to outsiders. These
reports include all the normal parts of a letter, but they may also have headings,
footnotes, tables, and figures. Personal pronouns are used in this type of report.

3. Memo
Common for short (fewer than ten pages) informal reports distributed within an
organization. The memo format of “Date,” “To,” “From,” and “Subject” is used. Like
longer reports, they often have internal headings and sometimes have visual aids.
Memos exceeding ten pages are sometimes referred to as memo reports to distinguish
them from shorter ones.

4. Manuscript
Common for reports that run from a few pages to several hundred pages and
require a formal approach. As their length increases, reports in manuscript format
require more elements before and after the text of the report. Now that we have
surveyed the different types of reports and become familiar with the nomenclature, let
us move on to the actual process of writing the report.

Supplemental Readings:

https://www.wildapricot.com/articles/how-to-write-meeting-minutes

https://www.potential.com/articles/minutes-of-meeting/

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Lesson 7. Modern Business Communication Methods (Yonatan, 2015)

Accoding to Yonatan (2015), a hundred years ago, the only thing most businesses did
to communicate with their customers was hang up a cardboard sign.

The times have changed. Phones, radio, television and the Internet have made it
possible for businesses to build real, meaningful relationships with their customers. The
businesses that have embraced the Internet of Things and constant contact model have
boomed, while others have started to disappear. Here are 10 modern communication methods
that you should be offering your customers (Yonatan, 2015).

Figure 9.4 Modern Communication Methods

Source: https://getvoip.com/blog/2015/04/21/modern-business-communication/ (n.d.)

1. Dedicated Support Hashtags on Social Channels

➢ If you receive a high volume of social media communication from fans and
customers, offering suggested hashtags is a great way to sort messages for
response.

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 ➢ If you have a recurring support question, ask users to flag it with a specific hashtag.
That way the correct personnel at your business can find it quickly and respond. This
is great advertising on your customer service angle. Dedicated hashtags can also
improve brand engagement. Turning the catchphrase from your latest marketing
campaign into a hashtag can help you spread your message, for example.

Figure 9.5. Hastags

Source: https://www.mymagicfundas.com/use-popular-hashtags-business-marketing/ (n.d.)

2. Auto Call Back Option during Long Hold Times

People absolutely despise waiting on hold on the phone, and it’s easy to make
sure they never have to at your business. Automated callback features allow
customers to hang up the phone and go about their days instead of wandering around
all day with a phone on their ear listening to infuriating music on a loop. This is a no-
brainer and can easily be implemented with a hosted PBX solution.

3. Live Chat on Website

Pop-up chat boxes on your website are the perfect tool for marketing complex
products and services. Consumers visit your website because they want quick
information about prices and features, but complex services are hard to capture in a
static webpage. That’s why cell service providers, for example, all rely on live chat
solutions. The feature lets customers get the information they came for quickly and

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 efficiently while also giving your sales staff a free contact with a customer who might
have left frustrated otherwise (Yonatan, 2015).

Figure 9.6 Live Chat Box on Website

Source: https://www.clearvoice.com/blog/how-to-set-up-free-live-website-chat-in-less-than-
15-minutes/ (2020)

4. Live Video Call Option

Video chat is a great opportunity to build relationships with your customers

because it offers a sense of what communication experts call “immediacy.” It’s easy to
tune out a radio ad or a phone call because your eyes are picking up information
unrelated to the sound you’re hearing. It’s also much harder to trust someone over the
phone since you can’t read their facial expressions. Video chat solves both those
problems. Most customers won’t take advantage of it, but simply offering it shows a
high degree of attentiveness (Yonatan, 2015).

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 Figure 9.7 Live Video Call Option Website
Source: https://www.pocket-lint.com/apps/buyers-guides/131512-video-calling-apps

5. Opt-In Text Messaging Notifications

Over-texting customers, like sending spam email, is a good way to get people
mad at you. Used sparingly, however, texts can be a great way to break big news to
your customer base. Have a limited supply of an exciting new product? That’s the
perfect situation for a mass text to your biggest fans. They’ll appreciate hearing the
scoop first, and they won’t feel like you’re abusing their phone number

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 Figure 9.8 Opt-In Text Messaging Notifications
Source:https://www.protexting.com/?promocode=BING40&utm_source=bing&utm_ca
mpaign=cpc&utm_medium=search-general&msclkid=134eb951c1b01bdcb9e6e69db86fdcb3
(n.d.)

6. Mobile-Friendly Account Access/Management

Since more than half of all Americans now carry smartphones, mobile apps
can be a great way to reach your customers. Push notifications allow you to get
important messages out and keep your customers engaged and informed. The trick is
that the app has to offer some real value or no one will download it. If you can find a
way to offer a free service people will actually use, you can piggyback very effective
advertising and branding messages onto it (Yonatan, 2015).

Figure 9.9 Mobile-Friendly Account Access/Management

Source: https://search.google.com/test/mobile-friendly (2020)

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7. 24-Hour Customer/Tech Support

Giving your customers a 24-hour number or chat box; they can reach an
actual human being through those methods. It shows an extreme dedication to customer
service.

Figure 9.10 24-Hour Customer/Tech Support

Source: https://search.google.com/test/mobile-friendly (2020)

8. Post-Sale Follow-Up Emails

Even if you’re selling gumballs at two cents apiece, technology has made it
cost effective to follow up with customers after every single sale. The follow-up doesn’t
have to be much. The goal is just to show the customer that you care and open an
avenue for future dialog.

For big ticket items like cars or appliances, a personal phone call is best. For
smaller sales, opt for a form of email or text message like “Hey [name], just wanted to
make sure the new [product] is working out for you. Are you happy with your
purchase?” A message like that sustains the relationship with your brand and invites
the customer to communicate with you further.

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9. Social Media Personality

Virtually every company in the world now understands the importance of a

social media presence, but few take advantage of the huge opportunity platforms like
Twitter and Facebook present. These platforms aren’t the place for sanitized corporate
language and official legal language — they’re a place to express your company’s
personality. Take a page from the playbook of corporate giants like Taco Bell and use
social media to interact with followers, poke fun at celebrities, and even give away free
samples. Keep it light and entertaining to cultivate your fan base.

Figure 9.11 Social Media Personality

Source: https://www.postplanner.com/10-social-media-personality-types/ (n.d.)

10. Hand Written Greeting Cards

The greeting card might be one of the oldest business-to-customer

communication techniques, but it’s also one of the best. With bills and bank statements
all moving through online channels, a handwritten note in the mail stands out more
than ever. Christmas and birthday cards are easy to send. They take only a moment
to sign and seal, but they make a lasting impact on customers. If you want them to
remember your name, signing it to a card is the way to go (Yonatan, 2015).

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Assessment Task 9-1

Create an ANALYSIS or an INFORMATIVE REPORT (choose one) of the

following:

1. Life in the New-Normal/ Pandemic, Health issues and problems

2. Business Proposal
3. Media Campaign Proposal
4. Disaster Preparedness
5. Environmental Preservation

Assessment Task 9-2

Create a Multi-modal Advocacy Campaign of your chosen topic in Assessment

Task 9-1. It can be in Print, Audio, Visual or Web-based (By Group)

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 Summary

Report writing is a formal style of writing elaborately on a topic. The tone of a report
is always formal. The important section to focus on is the target audience. Messenger apps,
chat bots, email, internal blogs and tracking software are also useful and often essential
communication tools.

Businesses can leverage modern technology to attract and engage customers,

address their inquiries and deliver a superior experience across all devices, communication
is easier than ever before. People can connect with each other, share online content with the
click of a button and work together on projects regardless of distance. Modern communication
devices, such as smartphones and laptops, open up new opportunities for individuals and
businesses alike. Employees can now work remotely and attend meetings without having to
leave home. Business owners can hold conferences online, close deals and invoice
customers on the go. Modern technology allows for real-time communication and information
exchange leading to more efficient business operations.

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 References

Heathfield, S. M. (2020, June 8). Thebalancecareers.com. Retrieved from Careers:

https://www.thebalancecareers.com/communication-in-the-workplace-1918089
Nelson, G. (2014). Trendwaves. Retrieved from TrendWaves #191: How to be Effective in
Face to Face Communication: http://www.nbogroup.com/blog-
article/view/how_to_effective_face_2_face_communication/
Palmer, J. (2019, August 15). Retrieved from Communication Methods in Business:
https://yourbusiness.azcentral.com/disadvantages-using-email-communicate-
company-6630.html
Rawat, S. (2020). Businessmanagementideas. Retrieved from Report Types: Top 8 Types of
Reports: https://www.businessmanagementideas.com/business-reports/report-types-
top-8-types-of-reports/3317
RelatingOnline. (2020). Retrieved from Video Conferencing is the Solution for Communication
— Both Verbal and Nonverbal: https://relatingonline.com/archives/1060
Theodorou, M. (2019, November 19). CareerAddict. Retrieved from 30 Common Interview
Questions and How to answer them: https://www.careeraddict.com/the-20-most-
common-job-interview-questions-and-best-answers
Toppr. (2020). Retrieved from Kinds of Reports: https://www.toppr.com/guides/business-
correspondence-and-reporting/report-writing/kinds-of-reports/
Yonatan, R. (2015, April 21). GETVOIP. Retrieved from 10 Modern Business Communication
Methods That Customers Love: https://getvoip.com/blog/2015/04/21/modern-
business-communication/
Zambas, J, (2019). The Importance of Effective Communication in the Workplace. Retrieved
from http://www.careeraddict.com/the-importance-of-effective-communication-in-the-
workplace#:~:text=%20The%20Importance%20of%20Effective%20Communication%
20in%20the,innovation%0AIf%20employees%20are%20scared%20of%20communic
ating...%20More%20

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 MODULE 10
COMMUNICATION FOR ACADEMIC PURPOSES

Introduction

A research entails a careful scientific investigation of a phenomenon through

synthesizing and analyzing research literatures in order to come up with a sound problem and
appropriate methodology to correctly gather data, organize, analyze and present the data or
findings about this phenomenon.

Learning Outcomes

At the end of the module, students should be able to:

1. Decide on topic to research on;

2. Identify research gap, research objectives and research problems; and
3. Write research objective and research problem.

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Lesson 1. Writing a Research Proposal

Research approaches are plans and the procedures for research that span the steps
from broad assumptions to detailed methods of data collection, analysis, and interpretation.
This plan involves several decisions, and they need not be taken in the order in which they
make sense to me and the order of their presentation here. The overall decision involves
which approach should be used to study a topic. Informing this decision should be the
philosophical assumptions the researcher brings to the study; procedures of inquiry (called
research designs); and specific research methods of data collection, analysis, and
interpretation (Creswell, n.d.).

The selection of a research approach is also based on the nature of the research
problem or issue being addressed, the researchers’ personal experiences, and the audiences
for the study. Thus, research approaches, research designs, and research methods are three
key terms that represent a perspective about research that presents information in a
successive way from broad constructions of research to the narrow procedures of methods
(Creswell, n.d.).

The Three Approaches to Research

Three research approaches are advanced: (a) qualitative, (b) quantitative, and (c)
mixed methods. Unquestionably, the three approaches are not as discrete as they first appear.
Qualitative and quantitative approaches should not be viewed as rigid, distinct categories,
polar opposites, or dichotomies. Instead, they represent different ends on a continuum
(Newman & Benz, 1998). A study tends to be more qualitative than quantitative or vice versa.
Mixed methods research resides in the middle of this continuum because it incorporates
elements of both qualitative and quantitative (Creswell, n.d.).

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Research Concept (Creswell, n.d.)

1. Research Approach
2. Research Designs
3. Research Techniques

1. Research Approach (Creswell, n.d.)

Choosing the research approach-- quantitative, qualitative or mixed -- depends on

the research problem, experiences, and the audience or reader to whom the research is
intended, Quantitative research methods are those methods in which numbers are used
to explain findings, The research procedures are through “experiments” and “quasi-
experiments”, with collected data being statistical.

Once you have identified the research approach suitable to your problem,
experiences and audience, you have to go back to your research introduction. If your
problem entails quantitative approach, you need to write a hypothesis for your problem.

2. Research Designs

Examples of research design or the strategy of inquiry are experimental for

quantitative; phenomenology, case study, grounded theory, and narrative for qualitative;
and sequential, concurrent, and trans-formative for mixed method (Creswell, n.d.).

3. Research Techniques.

Examples of research techniques are rating behaviors, field observation, close-

ended measures and open-ended measures (Creswell, 2003).

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Parts of the Method (Creswell, n.d.)

Terms used in the method part of the research vary depending on the approach or
design used in the study or on the institution. When writing the sub- parts, always go back to
the design and approach of your study. Usually, the content of the sub-parts are as follows:

1. Design
2. Population and Locale
3. Data Gathering Tool
4. Data Collection Procedure or Data Gathering Procedure
5. Data Analysis
6. Ethical Consideration

1. Design

This sub-part of the method states the approach and design or the strategy of inquiry
that will be used in the study. A definition of the design according to an authority need be
included. Explicitly discuss on this part if you will be using triangulation.

2. Population and Locale

This is also termed as subject and study site or selection and study site. This part
presents the setting of the study, the number of respondents or key informants, the manner
of choosing the respondents, and the rationale behind the choice of the respondents and/ or
the setting.

3. Data Gathering Tool

This is also termed as instruments, instrumentation, of data measure. It presents the

tools and the descriptions of the tools that will be used in gathering the data. Examples include
a validated interview guide that is based on a-priori-code (e.g. for phenomenology) or a
quantitative result (e.g. sequential mixed method where quantitative data is gathered first),

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tape recorder, video recorder, validated and reliability-tested survey/ close-ended
questionnaire, or Likert scale and its descriptions.

4. Data Collection Procedure or Data Gathering Procedure.

This part presents the how or the steps that will be followed in order to collect data for
the study. For instance, if you will be conducting four classrooms observations, you need to
indicate that the first observation will not be recorded because it may be a part of a procedure
to do away from "halo effect". You may also need to indicate the intervals of the observation,
the minutes of observation, etc. If you were to use sequential mixed method, indicate which
data will have to be collected first – quantitative or qualitative. Should you be using
triangulation, discuss on this part the sequencing of the gathering of the data using the
techniques or designs you have stated.

5. Data Analysis.

This may also be termed data explication, mode of analysis or treatment of data. This
part shows how the data will be treated. It presents the process of systematically applying
statistical and/ or logical techniques to describe and illustrate, condense and recap.

Common Elements of a Research Report

1. Research Title
2. Abstract
3. Introduction
4. Methodology
5. Results/Findings and Discussion
6. Conclusion and Recommendation
7. References

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 Assessment Task 10

As a group: Write your research proposal based (NOT LIMITED TO) on the
study/campaigns that you development in MODULE 9.

Prepare the (thesis) report / research using the above given elements of a research.
Identify the part of the research propose from the lesson I. The group’s Presentations can
be in Video format (recorded) or Video Conferencing with your professor/instructor and
target audience. Save or upload your work on a google drive link / FB Page or/ YouTube.

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 Summary

A research paper presents a unique perspective on issue at hand. Research papers

are similar to academic essay designed not only to assess the writing skills but the scholarly
research. Writing a research paper requires knowledge of the topics, engage in a variety of
sources and make an original contribution to a specific views or topic.

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 Reference

Creswell. (n.d.). Retrieved from The Selection of a Research Approach:

https://us.sagepub.com/sites/default/files/upm-
binaries/55588_Chapter_1_Sample_Creswell_Research_Design_4e.pdf

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