COMMUNICATION FOR WORK PURPOSES

MODULE 7: PURPOSIVE COMMUNICATION

1. Workplace Communication
- is the process of exchanging information and ideas, both verbally and non-verbally between
one person or group and another person or group within an organization. It includes e-mails,
videoconferencing, text messages, notes, calls, etc.

 Email - messages distributed by electronic means from one computer user to one or more
recipients via a network.
 Video conferencing - is a technology that allows users in different locations to hold face-
to-face meetings without having to move to a single location together.
 Text messages - an electronic communication sent and received by mobile phone.
 Notes - a short informal letter or written message.
 Calls - an instance of speaking to someone on the phone or attempting to contact someone
by phone.

THINGS TO CONSIDER IN COMMUNICATING IN THE WORKPLACE:

1. PURPOSE
a) Am I writing to create a record, to request/provide information, or to persuade?
b) What am I trying to say?

2. AUDIENCE
a) Who will read what I have written?
b) What are their job titles and/or areas of responsibility?
c) What do they already know about the specific situation?
d) Why do they need this information?
e) What do I want them to do as a result of receiving it?
f) What factors might influence their response?

BROAD CATEGORIES OF WORKPLACE COMMUNICATION

A. Upward Communication
- from your position to an audience above you in the job hierarchy
Example: a response to a letter from your manager

B. Lateral Communication
- between you and an audience within your level of hierarchy
Example: a phone call to/from a co-worker you are collaborating with

C. Downward Communication
 - from your position to an audience below you in the job hierarchy
Example: an oral reminder to a trainee

D. Outward Communication
- between you and a company that you do business with or an audience outside your
workplace
Example: a letter of inquiry addressed to a supplier regarding a delivery to your office

3. TONE
-- it will set how your target audience will accept what you are trying to say.
-- you do not have to sound tough, demanding, or condescending in your discourse
especially in sensitive subjects or issues

Workplace communication will fail the ethics test if it is corrupted by any of the
following tactics (Searles, 2014):
1. Suppression of information.
2. Falsification or fabrication.
3. Overstatement of understatement.
4. Selective misquoting.
5. Subjective wording.
6. Conflict of interest.
7. Withholding information.
8. Plagiarism

2. Business Letters
“Business writing refers to memorandums, reports, proposals, e-mails, and other forms of
writing used in organizations to communicate with internal and external audiences. Business
writing is a type of professional communication. Also known as business communication and
professional writing (Nordquist, 2017).”
Writing business correspondence like letters and memos is a skill or potential that must be
developed and possess by a person regardless by his work, profession, or specialization (Mosura,
et al., 199).”

PARTS OF A BUSINESS LETTER:

1. HEADING -- includes the return address and the date on the last line.

2. INSIDE ADDRESS/RECIPIENT’S ADDRESS -- contains the name to which the letter

is written and addressed

3. SALUTATION -- is the greeting part that is written in a polite and courteous manner
followed by a comma (,) or a colon (:)
 4. BODY OF THE LETTER -- contains the main purpose of the letter, the very reason for
writing. It is very important that the body of the letter be written in a straightforward,
simple, and coherent manner.
Three Parts
 Introduction
 Middle Section
 Conclusion

5. COMPLIMENTARY CLOSING -- is the polite yet business-like ending of the letter. This
ends with a comma (,).
6. SIGNATURE BLOCK -- the name of the sender is written on the first line, then his/her
position on the next line. It is expected that the sender will put his/her signature above
his/her name.

FORMATS OF A BUSINESS LETTER

1. BLOCK -- Positions all the parts of the letter to the left, single space and justified.

2. MODIFIED BLOCK -- All parts of the letter are tabbed on the left, single space and
justified except the heading and the closing which are tabbed on the center.

3. SEMI-BLOCK -- The paragraph are indented instead of placing them all on the left.
Heading is on the center, and the date cam be placed in the right side , three spaces
after the heading. The recipient’s address is on the left, and the closing on the right.

 Frequently Written Business Letter

1. Letter of Request 26 -- a letter which is written when you need certain information,
permission, favour, service or any other matter which requires a polite and humble request

2. Letter of Inquiry 27 -- asks someone for specific information. In other cases, such as a
request for specific information on a product, the recipient may or may not be as motivated
to respond quickly.

3. Letter of Order 28 -- a document that confirms the details of a purchase of goods or

services from one party to another.

4. Letter of Acknowledgement -- Its objective is to let the reader know that items
requested in a prior communication, usually an inquiry or an order letter, have been
received.

5. Letter of Complaint -- It is normally written to deal with a problem situation when other
attempts (i.e. phone contacts, e-mails, etc.) have failed to rectify the situation.

6. Letter of Adjustment -- a response to a written complaint. The objective is to inform the

reader that their complaint has been received.
 3. MEMOS
A memo (or memorandum, meaning “reminder” ) is normally used for communicating
policies, procedures, or related official business within an organization.

Format of Memos
A memo has a header that clearly indicates who sent it and who the intended recipients
are. Pay particular attention to the title of the individual(s) in this section. Date and subject lines
are also present, followed by a message that contains a declaration, a discussion, and a
summary.

Five (5) Tips for Effective Business Memos

1. Audience Orientation -- An acronym or abbreviation that is known to management
may not be known by all the employees of the organization. The goal is clear and concise
communication at all levels with no ambiguity.

2. Professional, Formal Tone -- Memos are often announcements, and the person
sending the memo speaks for a part or all of the organization. While it may contain a
request for feedback, the announcement itself is linear, from the organization to the
employees.

3. Subject Emphasis -- The subject is normally declared in the subject line and should
be clear and concise.

4. Direct Format -- Some written business communication allows for a choice between
direct and indirect formats, but memorandums are always direct. The purpose is clearly
announced.

5. Objectivity -- Memos are a place for just the facts, and should have an objective tone
without personal bias, preference, or interest on display. Avoid subjectivity.

 Importance of Good Communication at the Workplace

Communication is critical to establishing and maintaining quality working relationships in
organizations. (Adu-Oppong & Agyin-Birikorang,2014)

Five (5) important reasons include:

1. Innovation -- When employees have the opportunity to express their ideas openly,
they are more likely to present their ideas without fear of ridicule or retaliation.

2. Growth -- Communication can be seen internally and externally. By associating yourself

internally and by establishing strong communication lines, you ensure the consistency of
the externally delivered message.
 3. Effective Communication -- Effective communication not only talks to people, but
give them the opportunity to talk to each other. Strong communication channels are
essential.

4. Team Building -- Creating effective teams requires communication and mutual

cooperation.This will increase morale and employee satisfaction.

5. Giving A Voice to All -- employee satisfaction can be very much dependent on their
having a voice and being listened to, whether it is in regards to an idea they have had or
about a complaint they need to make. Consolidated communication lines should enable
everyone to communicate freely with their colleagues, peers and superiors at any level.

 How can you improve the communication of your workplace?

 Include everyone: -- make sure that the communication lines are always open.
Search and actively promote progress reports and project updates. This is especially
important when it comes to remote personnel.
 Listen and show empathy -- Communication depends on the ability not only to
send but also to receive messages. So the ability to listen effectively greatly enhances
the communication process (Lunenburg, 2010).
 Define Objectives and Expectations – Managers should provide clear and
accessible goals for teams and individuals that define exactly what is required for a
particular project and that all of the team is aware of the objectives of the project, the
department and the workplace as a whole.
 Send your message clearly – Make sure your message is clear and accessible to the
intended audience. To do this, it is important that you speak clearly and politely – to
convey your message clearly without confusion or offence.
 Choose your medium carefully – Once you’ve created your message, you need to
make sure it’s in the best possible format. While face-to-face communication is the best
way to build trust with employees, it is not always an option. Take time to decide if the
information provided on a printed copy works better than an email or whether a general
note is sufficient.

Minutes of meeting
 Meeting
 An assembly of people for discussion or entertainment
 Simply, a gathering of people.

 Meeting Agenda
 A meeting agenda is the list of items that participants hope to accomplish at a
meeting.
 Minutes of Meeting
  Also known as protocols.
 Written record of meeting.

 Documents That Are Used In Meeting

 Notice
 Agenda
 Minutes

What are minutes?

 short notes taken to provide a record of a conference or a meeting
 permanent and formal record of what happened
 summary of discussion and action items

 Standard style of minutes:

 Verbatim minutes
 Summary minutes
 Action minutes

 Verbatim Minutes:
 Record of every single word said at a meeting
 Will not always follow the agenda.
 They are often long and can be difficult
 Summary minutes:
 Short and free from the complexities
 Most commonly used in the office
 Normally written in full sentences rather than bullet points.
 Action minutes:
 Record of a meeting in the form of a list of steps required, who should take them and
when.
 Purpose of these minutes is to provide only a record of decisions that require action.

 What do minutes contain?

 Key points of discussions
 Actions to be taken
 Assignments given
 Deadlines

 Minutes for meeting ,Why?

The minutes of meeting are a legal record of our committee decisions.

Before meeting:
 Choose your tool
 Make sure tool is in working condition
  Formulate an outline

During the meeting:

 Pass around an attendance sheet
 Note the starting time of meeting
 Listen carefully to the discussion
 Do not interpret what happened; simply report it.
 Note the ending time of the meeting

Tips for making minutes:

 Make sure that all of the essential elements are noted.
 Don’t make the mistake of recording every single comment
 To be sure about who said what
 Don’t wait too long to type up the minutes
 Don't be intimidated, you may be called upon many times to take minutes of meetings.

Why minutes of meeting important

 They offer legal protection
 They provide structure
 They drive action
 They act as a measuring stick
 They state ownership

MAKING INQUIRY

 An inquiry letter in written when a person needs more information about products,
services, internship, scholarships, or job vacancies offered by companies,
associations, or individuals.
 Inquiry letter are sent when a person has specific questions that are not address by
the general information available provided by brochure, websites, advertisements,
classified ads etc.
 An inquiry may also be in the form of telephone or interview.

 LETTER
 Require correctness of spelling, punctuation, capitalizations, indention, margins,
etc.

 BOTH
 Require proper and appropriate language use.
 Both require correctness, conciseness, clarity of language, and courtesy.
 INTERVIEW
 Require clarity of words, correct pronunciation, intonation and pauses,
spontaneity, pleasing personality and confidence.

Content and organization of letter of inquiry

 First Paragraph: It
provides a background E. COMPLEMENTARY
of your inquiry such as D. BODY OF CLOSE
how, where and when THE LETTER

you first learned of the F. SIGNATURE

information serve your
purpose in one or two
sentence

 Middle Paragraph:
This section should
specify the information
you are seeking.

 Final paragraph:
Express your
expectation from your
addresses and thank
him in dvance for his
favorable actions.

 There are three (3) formats that are commonly used in making Inquiry; Pure
block, semi-block and modified block

 EMAILS
 More frequently used now in inquiry are emails. Emails gained popularity because
of speed and convenience.
 Generally emails messages are less formal than letters, although there are still
expectations for appropriate and effective email communication.
 The formality is determined by the senders familiarity and relationships to the
receivers the classifications and objectives of the message to be sent and other
factors that shape the context of communication.
 In academic email for example there is more appropriate to sound formal and
professional.
 The use of “wanna, gonna” and abbreviation such as “tnx and gbu” and
emoticon is inappropriate. In other informal context however abbreviation and
emotion maybe effective.
 In academic and other formal emails, correctness and other

For more effective email communication (and also letters),

remember the Following:
1. Be courteous.
2. Keep messages as concise as clear as possible.
3. Proofread and and spell check before sending.
4. Provide a short but descriptive subject line.
5. Although some parts of the email are optional it is enabling to know all the other
parts.

 PARTS OF AN EMAIL

 Name of a person sending the From: Jaylou J. Jose

email

 Date and Time Sent: 26 May, 9:10AM

 Name of person receiving the email To: Aaron C. Jacinto

 Other person receiving the email CC: Maggy J. Jaime

 Another person receiving the email BCC: Laz D. Cruz

w/out the other recipient knowing

 Content (Title) of the email Subject: Scholarship availability inquiry

 Document sent separately, not Attachment: Form 137

included in the email (but
 attached)

 Greetings or opening Salutation: Dear Mr. Jose

 Message Body of the letter

 Ending Closing: Sincerely yours,

 Name and Title Name (email signature)

 INTERVIEW
 Interview is a special type of purposive conversation.
 Interview are classified into different types according to purpose, but basic to all
types of interview is to obtain desired information. Interview requires real time for
both the interviewer and interviewee.

Tips in Conducting a Interview

 Before the interview
1. Remember that if you are seeking for information from people (e.g. interview
for research), you are asking their favor, interviewee at their most convenient
time thus make appointment with you
2. Prepare the list of questions.

 During the Interview

1. Be punctual
2. Wear appropriate attire.
3. Observe good manners.
4. Speak clearly and be attentive
5. If you have follow-up questions, ask politely. Ask the interviewee notes.
6. Allow the interviewee sufficient time to answer.
7. Rephrase questions to clarify vague points.
8. Acknowledge answers of the interviewee to sure him of your attention.
9. Graciously thank the interviewer for his tine.

 PARTS OF THE INTERVIEW

 The opening includes  The body includes  The conclusion includes
the initial of the several questions to expressing gratitude and
interviewer and the achieve your specific hope of meeting the
interviewee Rapport objectives. interviewee again in the
should be established future.
creating positive
impression. Although
introduction have been
done during the
appointment, introduce
yourself briefly.

Lesson 6: Writing Business and Technical Report

Initializing
A Report is a comprehensive document that covers all aspects of the subject
matter of study. It presents results of an experiment, investigation, research, or an
inquiry to a specific audience.

Business and Technical Reports

Classification Types Parts

Formal Progress Reports  Cover Page

Informal Sales Reports  Title Page
Personnel Evaluation  Table of Contents
Feasibility Reports  List of Illustrations
Literature Review  Executive Summary
Credit Reports  Main Body/Findings/
Informational Reports Discussions
Analytical Reports  Conclusions
Recommendation  Recommendations
Reports  References/Sources
Research reports  Appendices
Case Study Analyses

 Characteristics of a Report
1. It presents information not an argument.
 2. It is meant to be scanned quickly by the reader. 3. It uses numbered headings
and sub headings.
3. It is composed of short and concise paragraphs.
4. It uses graphic illustrations such as tables, graphs, pie charts, etc.
5. It may have an abstract or an executive summary.
6. It may or may not have references or bibliography.
7. It often contains recommendations and/or appendices.

 Report Categories
I. The Informal Report
 It functions to inform, analyze, and recommend.
 It may be in the form of a memo, financial report, monthly activities report,
development report, research, etc.
 It is written according to an institution's style and rules. Introductory and
prefatory parts are not required.
 It is used for conveying routine messages.

TYPES OF INFORMAL REPORT

A. Progress report - written to provide information about the way a project is

developing

B. Sales activity report - helps a firm to understand about the progress of the
sales people and also identify the shortcomings

C. Personnel evaluation - used by an organization to assess an employee's

performance

D. Financial report - a presents formal record of the financial activities of a

business, person, or other entries

E. Feasibility report - assesses the viability of a new project; details whether or

not a project should be undertaken and the reasons for that decision; persuades
or helps the decision makers to choose between available options

F. Literature review - conveys to the readers the work already done and the
knowledge and ideas that have been already established on a particular topic of
research.
 G. Credit report - details report of an individual's credit history prepared by a credit
bureau (Credit bureaus collect information and create credit reports based on that
information, and lenders use the reports along with other details to determine
loan applicants' credit worthiness.)

II. The Formal Report

 It is an official report that contains a collection of detailed information,
research, and data necessary to make decisions.
 It is formal, complex and used at an official level.
 It is often a written account of a major project.
 It may be in the form of launching a new technology or a new project line,
results of a study or an experiment, a review of developments in the field, etc.

TYPES OF FORMAL REPORTS

Type Characteristics Examples
 Provides data, facts, Results of a research on the
1. Informational report feedback, and other rise of HIV patients
types of information
without analysis or
recommendations.
 Presents an update of an
operation, an
information or status of
a current I research so
readers can understand
a particular problem or
situation.

 It goes beyond just  Explanation of what

2. Analytical Reports presenting results. causes a phenomenon.
 Presentation of the
 Analytical reports results of a traffic study
present results, analyze showing accidents at an
those results, and draw intersection - the report
conclusions based on explains what it means.
those results. It attempts  Explanation of the
to describe why or how potential results of a
something happened particular course of
and explains what it
 means. action.
 Suggestion which option,
action, or procedure is
best.
 Report writing on
monthly budgets, staff
absentees and so on…

 This type advocates a  using treatment X is

3. Recommendation particular course of more efficient than
Reports action. This usually treatments Y and Z.
presents the results and However, that does not
conclusions that support mean that you will use
the recommendations. treatment X as cost and
 What should one do other considerations
about a problem? might recommend
 Can a team do treatment Y.
something?
 Should one change
techniques, methods,
technology, or do
something else?

 Most widely used report  Writing a report on some

4. RESEARCH REPORTS usually in university product development.
levels.  Report writing for your
competitor's activities.

Includes real life examples  Widely used in university

5. CASE STUDY level competitions.
ANALYSIS REPORTS

PARTS OF A REPORT
Parts of the report Brief Description Contents Language
Characteristics
 Name of the

Title Page Name of the report report in all caps factual

(e.g. FINAL
 REPORT)
 Receiver's name,
title, and
organization
 Team name and
team members
 Date submitted
(month/date/year
)
 The author/s,
and their
association/
organization.
 No page number
on title page
(page 1 is
executive
summary)

 Show the

Table of contents What you find in the beginning page

report number where
each report factual
heading appears
in the report (do
not put page
number range,
just the first
page number).
 Connect
headings to page
numbers with
dots.
 Headings should
be grammatically
parallel
 Include major
section headings
and sub-
headings
 No page number
 on TOC page

 Should be no

Executive Summary A summary of the longer than one Factual, use of third
report page. person, use of
 It provides the passive verbs
key
recommendation
s and
conclusions,
rather than a
summary of the
document.

 Briefly describe
Background, the context. Factual, use of third
problem, approach,  Identify the person, use of
Introduction
definition of special general subject passive verbs
words used matter.
 Describe the
issue or problem
to be reported
on.
 State the specific
questions the
report answers.
 Outline the
scope of the
report (extent of
investigation)
 Preview the
report structure.
 Comment on the
limitations of the
report and any
assumptions
made.
 For all types of

Methods Methods or research provide: Factual, use of third

procedures which  Goal for each person, use of
led to the findings piece of research passive verbs
 (what is your
question/hypothe
sis?)
 Data source
 For surveys give
the number of
surveys
distributed, how
was it
distributed, how
the population
was chosen.
 For observations
give how, when,
and where the
observations
occurred.

 The goal is to

Findings Results, supply proofs for Factual, use of third

investigation, conclusions. person, use of
Research, and  Discuss, analyze, passive verbs
calculation and interpret
(don't just give
results, also say
what they mean
- particularly with
benchmarking).
 Remember to
report on all your
research,
including
interviews with
client and
personal
observations
(discuss in
methodology
too).
 Support your
findings with new
 evidence.
 Provide summary
paragraph of key
findings and their
significance at
end of section.
 Explain all
graphs in writing.
 Arrange the
findings in logical
segments that
follow your
outline. Findings
should be
presented in the
same order as
discussed in
methodology.
 Use clear,
descriptive
headings.
 Present "just the
facts", no
opinions, and no
feelings.
 Interpret and

Conclusion Conclusion drawn summarize the Transition signals

from the findings findings. such as it seems
 Say what they that, the results
mean. indicate that, it is
 Relate the probable that, etc.
conclusions to
the report
indicate that, It is
issue/problem.
 Limit the
conclusions to
the data
presented; do
not introduce
new material.
  Number the
conclusions and
present them in
parallel form.
 Be objective:
avoid
exaggerating or
manipulating the
data.
 Make specific

Recommendation Things that should suggestions for

be done as a result actions to solve
the report
problem
 Avoid conditional
words such as
maybe and
perhaps
 Present each
suggestion
separately and
begin with a verb
 Number the
recommendation
s
 Describe how the
recommendation
s may be
implemented (if
you were
requested to do
this)
 Arrange the
recommendation
s in an
announced
order, such as
most important
to least
important.
Bibliography Books, magazines,
journals, reports,
and other references
used