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 COMMUNICATION
Communication –is not something you do in the absence of other information.
Communication is a process that oils the gears that turn the machinery of business.

DEFINITION
 Communication is defined as the sharing of ideas between one or more people.
 It is a way of transmitting information from one person to another.
 It is an exchange of ideas between/among people.
 It is an expression of one’s thoughts.

There are three forms of communication

 Oral communication
 Written Communication
 Nonverbal communication.

Oral Communication
Oral communication is the process of verbally transmitting information and ideas from one
individual or group to another. Oral communication can be either Formal or Informal.
Examples of informal oral communication include:

 Face-to-face conversations
 Telephone conversations
 Discussions that take place at business meetings

More formal types of oral communication include:

 Presentations at business meetings
 Classroom lectures
 Commencement speech given at a graduation ceremony
 Conferences
 Interviews
 Meetings

With advances in technology, new forms of oral communication continue to develop. Video
Phones and Video Conferences combine audio and video so that workers in distant locations
can both see and speak with each other.

Advantages of oral communication

There are many situations in which it makes sense to choose oral over written
communication.

 Instant feedback
 Body language, facial expressions can be seen and translated.
 Instant clarification of information
 More contact between the sender and receiver
 Can be used where reading and writing is difficult
 Oral communication is more personal and less formal than written communication. If
time is limited and a business matter requires quick resolution, it may be best to have
a face-to-face or telephone conversation.

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  There is also more flexibility in oral communication; you can discuss different aspects
of an issue and make decisions more quickly than you can in writing.
 Oral communication can be especially effective in addressing conflicts or problems.
Talking things over is often the best way to settle disagreements or
misunderstandings.
 Oral communication is a great way to promote employee morale and maintain energy
and enthusiasm within a team.

Disadvantages
Despite the many benefits of oral communication, there are times when written
communication is more effective.
 It has no written records
 Sometimes the speech or responses are not planned for.
 Not good for conveying complex information
 Message can be distorted by different forms of noises.
 Sometimes the speech or responses are not planned for.
 Not good for conveying complex information
 Message can be distorted by different forms of noises.
 For example, you may want to exchange important information that needs to be
documented using written communication. A lot of transactions in the business world
require some type of written record, and you will find that even strong verbal skills
are not a substitute for putting things in writing.
 Additionally, oral communication tends to be less detailed and more subject to
misunderstanding than written communication.

Listening
Listening is the other half of oral communication. Therefore listening skills have to be
sharpened.
The difference between listening and hearing is that with hearing one does not thoughtfully
take in the meaning of what is being said. Only sound, noise and utterances can be heard.
While listening involves taking in what is being said and providing feedback in the form of
words or gestures.
Points to remember when listening

1. Prepare to listen be clearing your mind, pay attention and concentrate on what is
being said.
2. Be opening minded – prepare to listen to everything that is being said, not just to
listen to what is of interest to you.
3. Establish eye contact – this is a gesture that indicates that you are listening to what is
being said and the same goes for sitting posture sitting up straight indicates that one is
listening.
4. Avoid prejudgement – one must not judge the speaker because of appearance or
occupation, or make conclusion about a speaker before hearing what the person had to
say.
5. Extract main points – pick out key words or phrases to help fix in your mind what is
being said.
6. Beware of distractions – avoid what is happening around you concentrate on listening.
7. Provide feedback – this can be done through verbal or non-verbal communication.
8. Make notes – notes serve as a future record for reminding one on what took place.

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NON VERBAL COMMUNICATION

This is a body language that is transmitted without saying anything. It can be in the form of
sign languages, body language, facial expressions, gestures etc. The non verbal language adds
meaning to communication; however, different gestures and body language have different
meanings and interpretation. Thus one has to take care when expressing themselves in
gestures. Non verbal communication is well known that good communication is the
foundation of any successful relationship, be it personal or professional. It's important to
recognize, though, that it's our nonverbal communication—our facial expressions, gestures,
eye contact, posture, and tone of voice— speak the loudest.

Nonverbal communication between people is communication through sending and receiving

wordless clues. It includes the use of visual cues such as body language (kinesics), distance
(proxemics) and physical environments/appearance, of voice (paralanguage) and of touch
(haptics).

 Pay Attention to Nonverbal Signals. ...

 Look for Incongruent Behaviors. ...
 Concentrate on Your Tone of Voice When Speaking. ...
 Use Good Eye Contact.
 Ask Questions About Nonverbal Signals.

Wood says nonverbal cues include “all the communication between people that do not have
a direct verbal translation.” They are “body movements, body orientation, nuances of the
voice, facial expressions, details of dress, and choice and movement of objects that
communicate.”

Advantages
Well known gestures are easily understood
Add meaning to communication

Disadvantages
Can be easily misunderstood misinterpreted
Gestures differ according to cultures and nationalities.

According to experts, a substantial portion of our communication is nonverbal. Every day, we

respond to thousands on nonverbal cues and behaviors including postures, facial expression,
eye gaze, gestures and tone of voice. From our handshakes to our hairstyles, nonverbal details
reveal who we are and impact how we relate to other people.

In many cases, we communicate information in nonverbal ways using groups of behaviors.

For example, we might combine a frown with crossed arms and unblinking eye gaze to
indicate disapproval.

1. Facial Expressions

Facial expressions are responsible for a huge proportion of nonverbal communication.

Consider how much information can be conveyed with a smile or a frown. The look on a
person's face is often the first thing we see, even before we hear what they have to say.

While nonverbal communication and behavior can vary dramatically between cultures, the
facial expressions for happiness, sadness, anger, and fear are similar throughout the world.
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2. Gestures

Deliberate movements and signals are an important way to communicate meaning without
words. Common gesturesinclude waving, pointing, and using fingers to indicate numeric
amounts. Other gestures are arbitrary and related to culture.

In some set ups people have been known to utilize different nonverbal signals to attempt to
sway other people’s opinions.

An attorney might glance at his watch to suggest that the opposing lawyer's argument is
tedious or might even roll his eyes at the testimony offered by a witness in an attempt to
undermine his or her credibility. These nonverbal signals are seen as being so powerful and
influential.

3. Paralinguistics

Paralinguistics refers to vocal communication that is separate from actual language. This
includes factors such as tone of voice, loudness, inflection and pitch. Consider the powerful
effect that tone of voice can have on the meaning of a sentence. When said in a strong tone of
voice, listeners might interpret approval and enthusiasm. The same words said in a hesitant
tone of voice might convey disapproval and a lack of interest.

Consider all the different ways simply changing your tone of voice might change the meaning
of a sentence. A friend might ask you how you are doing, and you might respond with the
standard "I'm fine," but how you actually say those words might reveal a tremendous amount
of how you are really feeling.

A cold tone of voice might suggest that you are actually not fine, but you don't wish to
discuss it. A bright, happy tone of voice will reveal that you are actually doing quite well. A
somber, downcast tone would indicate that you are the opposite of fine and that perhaps your
friend should inquire further.

4. Body Language and Posture

Posture and movement can also convey a great deal on information. Research on body
language has grown significantly since the 1970's, but popular media have focused on the
over-interpretation of defensive postures, arm-crossing, and leg-crossing, especially after
publishing Julius Fast's book Body Language. While these nonverbal behaviors can indicate
feelings and attitudes, research suggests that body language is far more subtle and less
definitive that previously believed.

5. Proxemics

People often refer to their need for "personal space," which is also an important type of
nonverbal communication. The amount of distance we need and the amount of space we
perceive as belonging to us is influenced by a number of factors including social norms,
cultural expectations, situational factors, personality characteristics, and level of familiarity.
For example, the amount of personal space needed when having a casual conversation with
another person usually varies between 18 inches to four feet. On the other hand, the personal
distance needed when speaking to a crowd of people is around 10 to 12 feet.

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6. Eye Gaze

The eyes play an important role in nonverbal communication and such things as looking,
staring and blinking are important nonverbal behaviors. When people encounter people or
things that they like, the rate of blinking increases and pupils dilate. Looking at another
person can indicate a range of emotions including hostility, interest, and attraction.

People also utilize eye gaze a means to determine if someone is being honest. Normal, steady
eye contact is often taken as a sign that a person is telling the truth and is trustworthy. Shifty
eyes and an inability to maintain eye contact, on the other hand, is frequently seen as an
indicator that someone is lying or being deceptive.

7. Haptics

Communicating through touch is another important nonverbal behavior. There has been a
substantial amount of research on the importance of touch in infancy and early childhood.
Harry Harlow's classic monkey studydemonstrated how deprived touch and contact impedes
development. Baby monkeys raised by wire mothers experienced permanent deficits in
behavior and social interaction. Touch can be used to communicate affection, familiarity,
sympathy, and otheremotions.

8. Appearance

Our choice of color, clothing, hairstyles, and other factors affecting appearance are also
considered a means of nonverbal communication. Research on color psychology has
demonstrated that different colors can evoke different moods. Appearance can also alter
physiological reactions, judgments, and interpretations. Just think of all the subtle judgments
you quickly make about someone based on his or her appearance. These first impressions are
important, which is why experts suggest that job seekers dress appropriately for interviews
with potential employers.

Researchers have found that appearance can play a role in how people are perceived and even
how much they earn. One 1996 study found that attorneys who were rated as more attractive
than their peers earned nearly 15 percent more than those ranked as less attractive. Culture is
an important influence on how appearances are judged. While thinness tends to be valued in
Western cultures, some African cultures relate full-figured bodies to better health, wealth,
and social status.

9. Artifacts

Objects and images are also tools that can be used to communicate nonverbally. On an online
forum, for example, you might select an avatar to represent your identity online and to
communicate information about who you are and the things you like. People often spend a
great deal of time developing a particular image and surrounding themselves with objects
designed to convey information about the things that are important to them. Uniforms, for
example, can be used to transmit a tremendous amount of information about a person. A
soldier will don fatigues, a police offers will wear a uniform, and a doctor will wear a white
lab coat. At a mere glance, these outfits tell people what a person does for a living.

WRITTEN COMMUNICATION
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This is one of the three major avenues of communication. It is mostly used in business
transaction in internal and external communication. It is mainly used when large volumes of
work have to be transmitted. Examples – letters, memorandum, newsletters, magazines etc

Advantages of written communication

 Availability of permanent written records for later reference
 Provides time to plan
 Good basis for contracts and agreements
 Recipient can read at one’s own convenience time and provides basis for analysis
 Errors can be edited before transmission
 The information can reach a wide range of people
 It is more accurate for complex and technical information
 It confirms and clarifies oral communication.

Disadvantages of written communication

 It is costly due to the resources required (stationery)
 It wastes a lot of precious time and sometimes message delivery is slow for bulky
materials.
 Instant feedback is not possible
 It is open to misinterpretation
 Documents maybe lost or misplaced through transit.

COMMUNICATION PROCESS

Noise

Sender encoding medium decoding receiver

Channel

Feedback

Sender
The sender is the initiator of communication. He/she formulates the message using symbols
that can be understood by the receiver.

Encoding
To encode is to select the codes or symbols necessary to formulate a message. A code is a set
of symbols. These codes can be in the form of words, numbers, and pictures, verbal or
nonverbal communication

Message
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This is the physical form into which the sender encodes the information. The message should
be in a form that can be understood by the recipient. It should be in a form that can be
understood by one or more of the recipient’s senses.
Channel
This is the path that connects the sender and the recipient. It is the path through which the
message is transmitted. E.g telephone line.

Medium
This is the vehicle that transport the message e,g letter. Memorandum etc

Noise
Is any interference that hinders the smooth transmission of information. These can be in any
form physical or mental distractions that interfere with communication.

Decoding
This is the process of translating the message into a form that can be understood by the
receiver. It is a process that enables the receiver to provide feedback in the form of an
answer.

Receiver
This is the recipient of the message. The one who translates the received symbols into a
message that he/she can understand.

Factors to consider when selecting communication methods.

Cost –is the selected method expensive or affordable.

Suitability – does the method convey the right image?
Confidentiality – is it possible to send confidential messages through the selected method.
Telex and fax cannot be used as they are like open letters. Telephone messages can be
overhead.
Safety/security is the method suitable and secure.
Urgency – is it the fastest method of sending information.
Distance – consider the distance between the sender and the recipient.
Availability of resources – equipment, quality of paper.
Written record – does the method provide written record for filing and proof?
Recipient- is the recipient a customer, manager or relative.
All the above factors have some effects on business communication. They can either aid or
destroy the image of the organisation.

Concepts of written communication (7Cs of communication)

Good business writing should exhibit the following characteristics.

1. Correctness – (Accuracy) Accurate information must be conveyed. In order to ensure

this, read carefully through the document, checking figures, names and dates, prizes,
spellings as well as the grammar used. Double-check, proofread and edit the
document before transmitting it.

2. Conciseness – (Briefness) The information or document should be brief but at the

same time hold or provide the required information. The information should be long
enough to serve its purpose but not too long. Use fewer words to express what you
8
 want to say. Avoid repetition and wordy expressions and clinches such as these: at
this point, at this juncture.

3. Clarity – (Clearness) the information being relayed must be clear to both the sender
and the recipient. This is achieved through natural forms of expression, use of
familiar straight forward sentences with one central idea. Use of good plain English
and short well constructed sentences which will keep meaning clear and ensures easy
understanding by the reader. Long sentences often end up causing confusion to the
recipient. Use of simple words conveys the message more clearly and simple
grammar goes a long way in towards achieving the right tone and therefore enhancing
understanding.

4. Courtesy – (Politeness) the information should be written in a polite and acceptable

manner. If need be the message should convey criticism but without creating enmity.
Be careful of your tone in business communication. Business flows smoothly if
people are friendly. If you are the recipient of a rude and sharp letter, resist the
temptation to respond or retaliate in the same manner. Instead reply with
understanding and courtesy. Always be pleasant use please and thank you for any
favours requested and granted.

5. Completeness- The information must ensure that all the important details had been
included. The message should be clearly planned. The sentences written in a logical
order. Each sentence should be a complete unit in itself and it must be linked to other
sentences. The information must convey the exact or intended meaning. It must be
informative but brief. Written in correct grammar.

6. Concreteness – The information must hold facts simple and straight forward. It must
be specific and definite, conveying important facts with a continuous flow of
thoughts. It must be straight to the point carrying sufficient facts to satisfy the
recipient. Clean writing and clear thinking move together.

7. Consideration - (Thoughtfulness) Careful planning should be considered, with

attention paid towards the feelings, needs, and wishes of the recipient. It requires the
use of carefully, well thought ideas that can convey criticism, disapproval and rebuke
without giving offence or creating hard feelings. One should give considerations to
the recipient’s age, sex, language, background, level of education and cultural beliefs,
past experience of the recipient. Place yourself in the place of the recipient’s shoes.
Consideration of your words may place the recipient in a favourable frame of mind

Letters
Business letters are often the best communication that people can use in the organisation.
Business letters act as ambassadors for companies. They help people meet the organisation’s
objectives by generating goodwill and helping customers. They are written in fully blocked
and open punctuation methods. They also help in advertising the company through
beautifully laid out letterheads. Letters require the use of simple language that can be easily
understood by the recipient but it should be in a tone that is vibrant. The tone of the letter is
important as it can break or create relations. Therefore it should be helpful, warm and
friendly where necessary, apologetic, persuasive or firm according to the requirements.

PURPOSES OF LETTERS

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  Provide facts
 Ask for information
 Persuade customers
 Complain
 Establish rapport with the audience
 Generate goodwill
 Get action on a certain issue
 Obtain clarification.

Business letters use the PEAKISS letter writing plan

P – Purpose - letter writing should be purposeful. There should be a purpose and a need to
write the letter.

E – Explanation– an explanation on the purpose for writing the letter should be provided
clarifying everything and laying it out in the open.
A – Action – state the required action that you expect the recipient to take. e.g. replacement
for damaged goods
K – Keep – all in all, the letter should be short and simple. It should state the bare facts
without putting any flowery language.
I – it
S – Short
S - Simple

RULES FOR BUSINESS LETTERS

1. Consider the recipient; express yourself clearly leaving no room for double
meanings (ambiguity) or guesses.
2. The tone of the letter should suit the occasion and purpose of the letter.
3. Use plain and familiar words.
4. Write clearly and to the point.
5. Write courteously, the letter should sound friendly and sincere with polite word
application.
6. Avoid wordiness (jawbreakers and winding words and expressions).
7. Write effectively using simple language, being consistent and strait to the point.
8. The opening and closing paragraphs should be arresting as an impressive
beginning or ending leaves a mark to remember for the reader. The opening
paragraph should make reference to a previous promise or communication made.
9. Plan your letter adding important points.

PARTS OF A BUSINESS LETTER

The business letter consists of 7 principal parts which are as follows:
 The letterhead
 The date
 Inside name and address
 The salutation
 The message
 The complimentary close
 The writer’s signature and position

10
The letterhead expresses the company’s personality. Many organisations designing attractive
that provides useful information about the organisation. The letterhead also gives the name
of organisation, physical and postal address, fax, telephone number, e mail and logo etc.

The date is always written in full. With the day, month and year; it is advisable to do so
because it’s confusing to indicate the date in figures and it does not give good impression.

Recipient’s name and address are written below the date

The salutation is the greeting which begins the letter. In a formal environment one is
expected to write Dear Sir, Dear Madam. In an informal position one can write Dear John.

The message forms the body of the letter and before writing the following questions has to be
asked;
a) What is the aim in writing this letter?
b) What do you hope to achieve?
c) What is the best way to go about it?
The sentences should be short with a new paragraph for each new point.
The first paragraph comprise of an introduction where one acknowledges any previous
communication. The second gives information and states the facts. The third paragraph
should refer to future or expected action and the fourth should include a simple closing
sentence and lastly the complimentary closure. The closure should match the salutation.

Salutation Closure
Dear Sir Yours faithfully
Dear Madam Yours faithfully Formal Salutation

Dear Mr Dube Yours sincerely

Dear Patience Yours sincerely Informal Salutation

Informal salutation is used between people who know each other.

Lastly there is the signature, the printed name and the designation. In the event of a lady
writer the person can indicate the marital status in brackets beside the name. If there are any
enclosures these should be indicated at the bottom of the letter as (Enc).Per pro (pp) is used
when signing on behalf of someone. Carbon copies are made for filing purposes. Blind
carbon copies (bcc) are for a third recipient where the writer copies another without the
knowledge of the recipient.

Research and write notes on the following business letters

PRINCIPAL TYPES OF BUSINESS LETTERS

 Enquiry and Reply
 Quotation
 Order
 Acknowledgement
 Complaints
 Adjustments
 Collection
11
 Application and Curriculum Vitae

Letter of inquiry (Body)

Dear Sir

Staff Upgrading

We would like to upgrade our staff and we are considering sponsoring them for part time
courses. We were informed that you offer various courses that are suitable for our staff
members.

Would you please send us full details of your part time courses and the syllabus for each
course? Please inform me about the commencement date and the fee schedule.

Looking forward to hearing from you.

Yours faithfully

N. Banda
Training Officer

Letter of inquiry - Response (Body)

Thank you for your letter of (date) in which you showed interest in our college courses.

I have enclosed a brochure/leaflet for part time courses that are being offered by our college.
The part time courses will be commencing on the (date).

You are most welcome to visit the college and discuss further requirements as well as inspect
the college premises.

I hope to hear from you/ if you have any queries do not hesitate to contact me/to let me know.

Yours faithfully

Letter of Complaint
Letter of complaint are written when there is a cause for dissatisfaction. When writing a
letter of complaint, remember that the recipient must receive clear details of what exactly
transpired and a careful explanation of the faults being complained about. The letter must
inform the RX on the expected action, so as to correct the wrong and stating the expected
deadline if possible.

The subject heading should indicate the issue being complained about. A clear description of
the nature of damage and its extent and value where possible. Any defective parts or the
nature of the service that is being complained about should be mentioned.

12
State the implication of the time lost, customers lost, any inconveniences caused and any
delay in the work of production if there.

Indicate the required action needed to correct the problem by a replacement, reimbursement
and the time limit for these corrections.

Letter of Complaint (Body)

Dear Sir

Letter of complaint

As a regular customer, I was very disappointed to receive a delivery of insufficient goods, (or
a wrong order/ damaged goods) the goods that were delivered on the (state date) instead of
the regular agreed dates per arrangement.

The goods that were delivered were not only insufficient but were also damaged. I shall be
glad if you would make a replacement before the end of this month. You have greatly
inconvenienced me as I have lost a number of customers due to the error that you made. I
hope my next delivery would be done in time and will consist of the correct order as
specified.

Yours faithfully

Letter of complaint (Letter of adjustment)

Letter of adjustment is a letter of correction on the damage or on any complaint that had been
made. The letter should begin by expressing regret or apologising. It should also state that
the complaint is understood and has been acknowledged. If the seller is wrong he/she should
accept the blame and state the action that will be done in remedying the situation.

The cause of the complaint should be explained and any investigations undertaken (if need
be) should be mentioned. An apologising statement should be made and hope expressed that
the good relationship will be retained.

Reply - Letter of complaint (Letter of adjustment)

Dear Sir

Letter of adjustment

Thank you for your letter of (date). We truly regret the delay in delivering your order and the
insufficient order.

A recent machinery breakdown caused the delay in production and shortage of the goods
ordered. However, this has been rectified and I hope that it would not be repeated.
13
Your corrected consignment will be sent tomorrow. We do apologise for the inconvenience
caused.

Yours faithfully

Letter of Collection

A letter of collection is one that asks for payment of money which is owed. This letter must
be carefully written so that it does not give offence.

Companies often submit statements several times giving warning on overdue accounts before
writing a final letter of demand.
 1st letter – statement of what is owed
 2nd letter – reminder
 3rd letter – warning
 4th letter –final demand threatening legal action

The first letter of collection has a cautious approach allowing the possibility of errors in the
event that the customer had already made the payment. If the payment has not been done and
the customer keeps quiet and does not take any action, the company sends follow-up letters
which have hardened tone in an attempt to obtain payment. If the customer does not respond
or take action the third and fourth letter becomes threatening. The fourth letter which is a
final letter of demand indicates that there is no choice but to take matters further to the
courts/lawyers/take legal proceedings.

4th letter of collection (Final letter of demand)

Dear Sir

Final letter of demand on order 23975

We have submitted our statement in connection with order number 23975 several times. We
wrote to you on (date) and another letter on (date) reminding you to settle the account which
had not been settled.

We received no response from you and we regret to inform you that we have no choice but to
take legal action against you if the account is not settled by end of this week.

Yours
Letter of application

A letter of application is a first introduction to your prospective employer. Therefore it

should be clear, concise, correct and courteous.
A badly written letter creates a poor impression whilst a neat and well written letter gives a
favourable impression. Therefore there is need to write an error free, good and sensibly
paragraphed letter. An application letter should be handwritten unless the organisation asks
for a typed one.

Essential facts in an application letter

1 Make reference to the advertisement, stating the date and name of the paper in which
the advert appeared.
14
 2 State the highest level of the course undertaken
3 Make reference of further information provided in the curriculum vitae.
4 State the willingness to attend an interview.
NB obtain permission from individuals before quoting them on your curriculum vitae.
Ensure that you do not overlook any information asked for by the advert. Use a well laid out
curriculum vitae.

CURRICULUM VITAE

A Latin word that means the course of one’s history. It touches upon the personal details,
education background, academic and professional as well as work experience. It also states
the names of at least referees and their addresses

Curriculum Vitae

Personal Details
This part entails all the personal details of a person.

Professional qualification
Identify the professional qualifications that you hold

Work experience
State the positions held and the years of experience during that period
Educational Qualifications
Identify the highest level of education, and the number of subjects attained.

Hobbies
State your interests and finally state the referees.

INVITATIONS
What is an invitation?
An invitation is a request to any person to attend a particular meeting or function. Many
companies organise special functions to publicise certain events such as opening of a new
branch, introduction of new goods or retirements. A secretary or any office administrator
may be asked to prepare an invitation to any function and one should know how to write and
to respond to an invitation when the invitee accepts or refuses to attend. The invitations are
grouped into formal and informal invitations.

Formal Invitations
These are standard invitations which are typed on good quality paper or cards.
Examples of formal invitations
15
  Branch openings
 Conferences
 Seminars
 Company celebrations
 Anniversaries

Informal invitations
These maybe presented in the form of letters or cards and they do not follow any laid down
code of conduct
 Cocktails
 Buffet meals
 Birthday parties
 Get together parties

Requirements of a good invitation

The invitation should state the following:
 the name of the person hosting
 the name of the invited person,
 the nature of the function official opening of a branch,
 venue, time and date
 speaker if there is one
 mode of dressing formal or informal
 RSVP (repondez s’il vous plait) a French word that means Please reply

Mr. /Mrs/ Miss..................................................................

The Directors of

Baroda Enterprise requests the presence of your company at the ground breaking
ceremony of their new branch in Gweru on 22 June 2016 at 1000 hours.

RSVP
Mr Ngomena
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MEMORANDUM
A memorandum is a written communication from one person to another or a group of people
within the same organisation. This is an internal document used either between departments
or branches of the same organisation. It is used for provision of internal information.

The word memorandum is often shortened to memo. Its plural is memoranda. It is a Latin
word that means something to be remembered. It is a document that is used for conveying
brief messages which contain a single subject matter. In cases where it is considered
confidential the message can be enclosed in an envelope.

Memorandum can be used for the following messages:

 Giving brief instructions about a new procedure in an organisation

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  Conveying a single item of information
 Reminding people about some existing arrangements or organisational regulations.
 Requesting for information or making suggestions
 Provision of information to members of the organisation.

Structure of a memorandum

Memo head - The word is written in capitals right at the top.

Subject heading – a brief indication of what the memorandum is all about.
Introduction - background information
It should give the reason for writing
It should make any reference to any previous communication if applicable
Who? What? Where and When?

Details indicate any facts and figures

Ensure a logical sequence
Separate into paragraphs with each paragraph dealing with a particular point
Or aspect of the main theme.

Response it involves an action statement

State the action required from the recipient
Any action you would take
State any required or deadlines to be met.

Closure a one liner that closes the memorandum

NB for easy reading, several aspects relating to the topic maybe housed under
subheadings or numbered. Just like in business letters the main concern should
be to convey the message as concisely as possible while retaining courtesy,
clarity, conciseness and correctness.

Presentation of the memorandum

1. Main heading this indicates the type of document

2. To and from these clarifies who the sender is and who the recipient is. Giving out the
the name or position of the Rx and Tx.
3. The date is written in full and the reference. This is essential as it clarifies the date on
which the memo was written and the reference assist in the filing of the
memorandum
4. Subject heading – this immediately clarifies what the memorandum is all about.
5. Body – the memorandum might contain a single or more paragraphs that provides the
reason for writing the memo and with paragraph two carrying the message.
6. Lastly the initials of the sender are written at the end of the memorandum
7. Everything is placed in a page border

Layout of the memorandum

MEMORANDUM

To: All Staff Members

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From: The Training Officer

Ref: BC/ts 129

Date: 24 May 2016

Subject: Special Course

A special course for ICT training had been arranged for all staff members. The training
session will take place on the 4 th to the 8th of June 2016 at the Head Office. All expenses are
paid by the company. Meals and transport would be given at the ongoing subsistence rates.

Those who wish to attend should submit their names and other required details at the Human
resources office within the next 24 hours.

Those interested should collect course details from the training officer

J.C

NOTICES
A notice is a simple means of communicating with a number of people using a written
message. It is a mass communication method. A notice can be used either internally or
externally. Notices are placed at notice boards that are strategically placed in places where
they can be easily noticed.

Notices are used for the following purposes

 Publicising forthcoming events to a wide range of people or social events

 To report matters of interest to employees
 To advertise post for internal appointments
 To remind staff on certain issues
 To inform people about special news
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Disadvantages of notices

 There is no guarantee that the information will be read by everyone

 It is a one way communication whose feedback maybe little or none at all
 People tend to ignore notice boards, especially if they find the same old notices on the board
it would be wise to convey urgent notices through memo or circulars.

Points to remember when designing a notice

1. Choice of words is important so that people can easily understand

2. The notice should be short and straight forward
3. It should be lively and the tone should be pleasant and attractive as well as friendly while
conveying the importance of the message.
4. It should be in bold, large writing that can be easily seen from afar.
5. Attention attraction devices should be used and these are:arrows, asterisks, borders, bright
colours, bullets stars different font types and sizes.
6. An effective layout with a combination of an original attention attracting devise to draw the
attention of passersby’s.
7. The heading should be prominent and eye catching
8. The name of the writer and the date should be written at the bottom corner of the notice
9. Display the notice attractively using A4, A5, or A3 size paper effectively and leaving space
between heading and different sections consistently

Difference between a memorandum and notice

Memorandum Notice
 Internal communication  It can be used both internally and
 Intended for individuals or few people externally
 Send directly to recipient  Intended for a wide range of people
 Follows a laid down format that is used by the  Placed on notice boards
organisation  Follows no format and can be written in
 Has no need for attention grabbing devices any way that attracts attention
 Has a direct line of communication  Uses attraction devices and has need to be
eye-catching
 No direct line of communication, it’s open
to everyone.
REPORT WRITING
A report is a document in which provides feedback. It can also be a document that examines
a given problem for the purpose of conveying information, reporting on the findings and
supplying recommendations. Reports are a very crucial form of gaining and giving
information. It is also used to provide a foundation for decisions to be made and action to be
taken. Reports can be done using internally or externally sources. Internal sources make use
of company employees tasked by managers whilst an external source means that external
agencies are tasked to investigate and recommend.

Purpose of Report
 To record the right information for later reference
 Used in every area of administration to announce, explain and recommend on the
given information
 Provision of information on specific matters
 Reports made after research and investigation

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  Used for providing information
 Helps in decision making
 To develop new ideas and new methods of operations
 Used as record of progress containing information related to training

Categories of reports
Reports are categorised into 2 major groups even though they may fulfil different objectives:
 Informative reports
 Investigative reports

Informative reports
A kind of report that is used for information provision. Many informative reports are a
summary of complex information. They provide a brief version or an outline of researched
information for the benefit of other people’s interest.

Investigative reports
This report goes beyond information provision. It records the situation and provides a
proposal for changes. For example it may propose for the reorganisation of the working
patterns in the office. Usually it requires some recommendations for future action at the end
of the investigation period.

TYPES OF REPORTS

Routine Reports
These reports are submitted at given intervals such as weekly, monthly or yearly. Examples
are sales representative reports, General Manager, treasurer’s report etc.
The report would provide the progress being done in terms of achievements and the problems
being faced by that department or area during a given period. In some organisation the report
are prepared on readymade forms which need completion periodically.

Special Reports
These reports are submitted as a matter of particular interest and concern. E.g investigatory
reports on matters that need clarification E.g. The Nziramasanga Commission on Education.
The report covers every situation that requires clarification by those asking for information.
Special reports range from those that require no more than short responses to those reports
that require long investigations to be undertaken. Special reports maybe in a summary form
and may consist of a single page or maybe detailed extending to several pages. Special
reports maybe written by appointed committees or by appointed individuals to investigate
private or public issues of concern.

STRUCTURE OF A REPORT

A formal report like all communication has an introduction, middle and an ending. These
three sections in turn incorporate 4 or 5 vital components.
Section Component parts
1 Introduction 1. terms of reference
2. procedures e.g interviews,questionnaires, observations
etc

2 Body/middle 3. findings
3 Conclusion/end 4. conclusion
5. recommendations
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Reports are often presented under the following headings using past tense to write the
information.

Titles – A report title include the name of the organisation and often begin with “A Report on
..... (Indicate whatever is being investigated)

Terms of Reference – this section states clearly why the report is being written, what was
requested and who requested it and when is it required. E.g The report on student strike as
requested by the Principal Mr Murape on 27 March 2016.

Procedure – this section provides a brief description of the methods used in collecting the
information. These can be listed and outlining how there were used and how many were used
in the case of questionnaires.

Findings – this is the central and longest part that describes the methods in procedures and
the information collected using these methods. It is presented in sections that have
subsections and numbering for clarification.

Conclusion – no facts must be introduced in this section. The conclusions are based on the
findings and logical implications must be stated.

Recommendations – these should be based on the findings and conclusion given. The writer
does not make any final decisions but can suggest what action can be taken.

Closing section – this should be in the form that is accepted in the report it should include the
signature, name and designation and the date.

PRINCIPLES TO THE WRITING OF A REPORT

1. Know the reason why you are writing the report
2. Know what you are writing about
3. Keep your report accurate, relevant, concise and clear.
4. Organise your points in logical order
5. Use suitable language for the reader
6. Use headings and subheadings to improve on presentation and readability of the
document.

STYLE OF WRITING
The most appropriate is objective in personal style avoiding the use of “I” or “We” even
“You” Except when writing the memorandum report or introduction. The third person was
reported style should be used with full sentences rather than short notes.

Steps in report writing

When writing a report ensure that you know what is required, be clear about your terms of
reference, be clear what is expected of you and do not waste your time and effort on
irrelevant matters.

1. Study your terms of reference carefully

2. Find out what sources of information are available
3. Identify the sources from which you can draw your information and select relevant
sources

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 4. Make notes of the information you need
5. Group the information under appropriate headings
6. Discard irrelevant information
7. Draft a report
8. Correct the draft and rewrite a final draft and type the final document.

Sources of information
1. Recorded documents – text books, articles, minutes, past reports, correspondence,
magazines, newspapers, journals etc.
2. Investigated information – questionnaires, interviews, discussions, meetings etc.
3. Direct collection – observations, test experimentations etc
Sources of information are classified into two groups:
1. Primary source – this is the information that you directly gather for yourself. This can
be done through interviews, observations, test experiments and questionnaires etc
2. Secondary source – this is information that you collect from previously gathered
records such as text books, journals reports etc

Forms of report presentation

Report presentations are classified into three major forms:
1. Letter report
2. Memorandum report
3. Schematic report

Letter report format

These are short reports that deal with a single subject matter and they are straight forward.
Letter reports are an internal report and there is no need for two addresses. One address is
enough however; the name and designation of the recipient of the report and the name of the
organisation or department should be written. Two addresses can only be applied when the
report is meant for eternal purposes. The report should have a salutation and a title of the
report and the body should be arranged in a form paragraphs and each item constituting a
paragraph.

Paragraph 1 – this part should consist of terms of reference

2 – Procedures
3 – Findings
4 – Conclusion
5 – Recommendations
Finally ending with a complimentary closure, signature, name and designation.
Memorandum structure Report

This structure is usually used to present informal types of reports which are short.
The structure comprise of the following:
 Name of organisation
 Heading Memorandum
 To
 From
 Date
 Ref
 Subject heading title
 Terms of reference introduction
 Procedures
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  Findings middle of the body
 Conclusion
 Recommendations
 Signature or initials

In a memorandum report the first person can be used. In the introductory paragraph e.g. I
was requested by the Principal to investigate the causes of high dropout rate and to produce a
report with recommendations to be submitted on 09/09/16. The terms of reference should
constitute the first paragraph.

In the second paragraph procedures used in gathering data should be used. At least three
different instruments should be used for gathering data. One is not required to write the
heading Findings rather the writer can use the instrumentsthat have need used as the
[Link] reported speech for central body. State the facts only without conclusion or
recommendations on the findings.

End of report
Make use of subheadings when concluding and then write recommendations.
Final paragraph - this part one can make use of the first person with a suitable closing line,
e.g ‘I hope you find this report satisfactory’.
Place initials at the bottom and ensure the report is within borders.

SCHEMATIC REPORT
A schematic report should contain the following items:

 Name of the organisation

 Report title (the writer should be specific)
 Terms of reference
Who asked for the report?
When was it requested?
What is it about?
When is it to be submitted?
Does it require any recommendations?

 Procedures – this involve the instruments that are use in gathering data. Provide the
number of people interviewed or observed and the number of questionnaires
distributed and to whom. The writer should also provide the number of questionnaires
responded to.

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  Findings - present the information obtained using subheadings and numerical
numberings in the order of presentation in procedures. Use reported speech and make
use of full sentences.
 Conclusion – logical implication on the findings and can be viewed as the summary of
findings. This should not include anything new, anything of which there is no
evidence in the findings.
 Recommendations – indicate your suggestions in addressing the problem. Base your
recommendations on the information provided in the conclusion and findings.
 End of report - the end of report should have a signature, name, designation and date.

Structure of a schematic report

Gweru Polytechnic
Report on.......
1.0 Terms of reference
2.0 Procedures
2.1 interviews
10 staff members were interviewed
The principal

2.2 Questionnaires
50 questionnaires were distributed to students

2.3 Observation
Observations were undertaken on several occasions between 10am and 1 o’clock for a
week.
3. 0 Findings
3.1 interviews
3.1.1 Interviews with staff members
3.1.2 Interview with the principal
3.2 questionnaires
3.3 observations
4.0 conclusions
5.0 recommendations
Signature, name, designation and date.

Instruments used in report procedures

1. Interviews
2. Observations
3. Questionnaires
4. Written documentation/desk research

Interview
An interview is a planned and controlled conversation between two or more people for a
planned purpose. The purpose being to obtain, pass on or clarify or elicit information. In this
case with interviews used as instruments in reports, the purpose is for discovering
information.

Interviews are essential for judging attitudes, emotions and feelings. The interview can either
be a face to face or a telephone interview. The writer can also use a structured interview in
which he/she makes use of readymade questions. One may also make use of unstructured
questions – ask as they come.
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Observations – this is the direct observation of what is really happening. It is a primary
source of information. Observations can range from complex, scientific experimentations to
simple counting of people attending a certain function.

Questionnaire – it is a formal way of obtaining first hand information. It is a primary source

of gathering information. It takes a lot of time in preparation and is often criticised for
wasting people’s time. It is defined as a form that holds closed ended and open ended
questions in a bid to obtain information. Not every distributed questionnaire is returned.

Written documentation/desk research – This is a secondary source of information. It is

obtained from past records, such as minutes journals other reports and newspapers. The
information can be sourced from libraries, offices archives e.t.c.

Meetings
Definition
A meeting is a gathering of two or more people with an intention of discussing business of
common interest. It is where a group of people gather for official transaction of business. A
gathering of people with common interest.

Reasons for holding a meeting

 To generate new ideas
 To accept reports from participants
 To reach a group judgement or decision
 To analyse or solve a problem
 To obtain acceptability for an idea program or decision
 To reconcile conflicting views
 To communicate essential information
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  To make or review plans and to discuss work progress
 To plan and allocate tasks and to obtain quick reaction from members
 To demonstrate new products or projects.

Layout of a meeting
There are four (4) types of sitting layouts that are often used for meetings. One layout can be
in the form of centre table layout or round table setting. Another is the U shaped layout,
classroom layout and theatre sitting layout.

Theatre layout Classroom layout

U-shaped Layout
Centre table layout

Classification of meetings
Formal meetings
These are meetings that follow laid down procedures set by the Article of Association.
Formal meetings are limited to members only.

Informal meetings
These are meetings that do not follow any kind of laid down rules. They do not give any
period of notices such as those required for formal meetings.

Formal Informal

 Is determined by some form of written  There is no formal constitution on how the

constitution with rules and procedures to meeting should be conducted.
be followed.
 The meeting is formally called (that is  There are no formal documentations and
given formal notice). the meeting can be called by a telephone or
 The meeting makes use of formal personal contact.
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 documentations such as notices, agenda
and minutes.
 Have minutes taken down by secretary  Anyone selected can write down minutes
 There is use of special meeting  No special terminologies are needed nor
terminologies and formal language. the enforcement of formal language.
 The meeting has special officers,  The meeting has no special officers.
chairperson, secretary and treasurer
 Decisions are reached through votes  Decisions arise out of common agreement.
 A quorum must be present before
commencing the meeting in order to  Not restricted by a quorum.
validate it.

Private Meetings
These are meetings that are held to discuss issues that concern the company or organisation
and only shareholders and invited members are expected to attend.

Public meetings
Meetings that are held for discussing public affairs and they are open to everyone. The
meetings are held to discuss issues that concern the public and they are held in public venues.

Types of meetings
Board meetings
These are formal meetings which are held at regular intervals or as outlined in the article of
Association. If a board meeting’s intervals are not stated. The notice of a meeting should be
handed directly to each board member. If a meeting is held without a notice all the
discussions made during the meeting are null and void.

Committee meeting
A type of meeting whose members are appointed by a special resolution of the board. The
committee maybe set up to deal with special matters e.g finance committee deals with finance
matter.

Standing committee
A committee which deals with recurrent issues e.g graduation committee, members of this
committee are drawn from the Board of Directors. This committee has powers to appoint a
committee however; the sub-committee has no powers to make decisions but to recommend.

Adhoc committee
This is a committee which is appointed by the standing committee to look into a special
matter and it is dissolved or disbanded after the matter is resolved or completed. Adhoc
means ‘for that purpose’. The formation of these committees should be stated in the Articles
of Association.

Executive Committee
This is a committee that is comprised of the topmost officials and has authority to act on the
decisions passed during the meeting.

Statutory meeting
This is a meeting that is held once in the lifetime of a company. It is held within a period of
not less than one month and not more than three months from the day of commencing
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business. It is a highly formal meeting that is held after the Directors have forwarded a
statutory report to the shareholders. It requires aseven clear working days notice before being
held.

Annual General Meeting

This is a meeting that is held once in a calendar year and not more than fifteen (15) months
after the previous meeting. It is convened by Board of Directors and it is open to all
shareholders. A notice of 21 clear working days is required. Its purpose is to review the
progress of business operations for the past twelve (12) months. The chairperson and the
Treasurer’s reports are given and discussed during this meeting.

Extra Ordinary Meeting

This meeting is conducted in the same manner as the AM and it can be called at any time of
the year and is usually called to discuss address matters that the shareholders would like to
query or issues that had been left out at the previous AGM and cannot wait for the next
AGM.

General meetings
These require a seven (7) clear working days notice. It is called to discuss organisational
progress and is held periodically.

Meeting Documentation
A formal meeting uses the following documentations:
 Notice of a meeting
 Agenda
 Chairman’s agenda
 Minutes of a meeting

Notice of a meeting
A notice of a meeting is a written document that announces and informs people about a
forthcoming meeting. The notice is sent to those who are entitled to attend and it is sent by
the chairperson. The meetings of registered bodies will normally consider a meeting invalid
if members are not notified in the time stipulated by the constitution. The rules of the
constitution specify the required days of notice before the meeting is convened. A notice is
given so that the members can diarise the date. The notice states the date, time and venue and
the type of meeting. Most meetings have an agenda attached to it and it is signed at the
bottom with the date of dispatch showing at the end.

Agenda
An agenda is a list of items of business that is to be discussed at a meeting. The document is
sent to all members concerned giving them time to prepare and it enables them to think over
the business items to be discussed. The agenda is prepared by the secretary in consultation
with the chairperson.

An agenda’s items are categorised into three main portions.

At the beginning there is ordinary business and the items found in this area are found in every
meeting. These are members present, apologies, minutes of previous meeting and matters
arising.

In the middle there is special business and these are items that are to be discussed during that
specific meeting and are considered as business of the day. Finally at the end, there are
ordinary items where the date of next meeting is listed.

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Chairperson’s agenda
This agenda contains more information than the ordinary agenda. It has space provided on
the right hand side to allow the chairperson to make notes. It has additional information that
gives the chairperson all the relevant details which may be required during the meeting. The
purpose of the agenda is to guide the chairperson throughout the meeting and to give prior
indication on what is to be discussed and who would be presenting the item.

An agenda and a notice of a meeting

GWERU SPORTS CLUB

A meeting of the Sports and Social Club Committee will be held at the Club Hall on Friday
16 September 2016 at 1700 hours.

Agenda

1. Member present
2. Apologies
3. Previous minutes
4. Matters arising
5. Chairperson’s report
6. Purchase of sports equipment
7. Forth coming events
8. Date of next meeting

Signature.......................................................
Name..............................................................
Designation.....................................................
Date................................................................

Chaiperson’s agenda

GWERU SPORTS CLUB

A meeting of the Sports and Social Club Committee will be held at the Club Hall on Friday 16
September 2016 at 1700 hours.

Agenda Notes
1. Member present 1. Secretary to record
2. Apologies 2. Secretary to take note of apologies
3. Previous minutes 3. Circulated and taken as read and correction noted
4. Matters arising 4. Matters arising to be noted
5. Chairperson’s report 5. Given by the chairperson
6. Purchase of sports equipment 6. Report from the subcommittee which was tasked
7. Forth coming events to handle the equipment
Date of next meeting 7. Chairperson to announce the events
To be announced by the chairperson.
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Minutes of a meeting
Minutes are a true record of what transpired during the meeting. Once signed by the
chairperson the minutes are legally binding and may be used as evidence on what transpired.
The minutes must be accurate, clear and unambiguous. They should be brief and self
explanatory.

Layout of minutes
When recording minutes the name of the organisation should be indicated at the top most of
the page as the main heading and it records the type of meeting, date, and venue where the
meeting was held.

A list of all those present should be recorded starting with the chairperson’s name and the rest
are recorded in alphabetical order. Recording of minutes vary according to organisational
format. The minutes are recorded in past tense. At the end the chairperson’s signature, date
are indicated.

Types of minutes
Verbatim
This is the recording of everything word for word of what transpired during the meeting.
These are primarily used in court reporting or procedures and in the parliament.

Resolution
These record very brief details and concentrate on the actual resolution or final decision
passed. The preceding discussions are not recorded.

Narrative
These minutes include some of the discussions that have taken place and the final decision
reached.

Meeting officials
Chairperson
The chairperson’s role is to be in charge of the meeting and his duties are as follows:
1. To conduct the meeting
2. To ensure that minutes are recorded
3. To sign the minutes as a correct record of what transpired
4. To work through the agenda
5. To maintain order during the meeting
6. To ensure that people do not discuss irrelevant matters during the meeting
7. To prevent talkative members from dominating the meeting
8. To guide discussions
9. To put matters to vote
10. To cast a vote in order to break ties
11. To declare voting results
12. To close or adjourn a meeting
13. To admit an ex officio
14. To admit proxy members
15. To ensure that the meeting is properly convened and constituted
16. To expel trouble makers from the meeting.
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Duties of a Treasurer
1. To be in charge of all financial matters
2. To keep financial records
3. To give financial report
4. To prepare financial statements
5. Prepare books for auditing
6. To provide financial advice

Duties of a secretary
Before a meeting
 Prepares the notice and agenda and circulates the minutes prior to the meeting
 Prepares the venue of the meeting
 Organises refreshments if needed
 Takes note of apologies
 Gather necessary stationary if need be
 Gather necessary information that may be needed during the meeting

On the day of the meeting

 Checks the readiness of the venue and sitting positions
 Arranges for spare copies of minutes and agenda
 Places the meeting in progress sign outside the door to avoid unnecessary
disturbances

During the meeting

 Assist chairperson with his duties and sits on the right hand side of the chairperson.
 Reads minutes if they have not been circulated
 Ensures that minutes are corrected and signed
 Takes down the minutes
 Ensures that the attendance register is signed
 Deals with emerging crisis or problems encountered during the meeting
 Seeks and collects information as requested by the chairperson

After the meeting

 Removes the meeting in progress notice
 Notifies the catering staff to collect and remove the refreshment items
 Clears away all the surplus paperwork
 Drafts the minutes and prepare final copy and circulate them

Meeting terminologies

1. Ab-initio – from the beginning

2. Absentia – where a member refrain from casting a vote for both sides
3. Ad hoc – a for that purpose
4. Ad hoc committee – a committee set up for a purpose and dissolved after the case is
finished
5. Adjourn – to postpone to a later date
6. Annual general meeting – a statutory meeting held once a year and in which the
entire members are eligible to attend
7. Article of association – the rules that are required by the law and they govern the
company’s internal activities.
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 8. Chairperson – a person given authority to conduct a meeting
9. Co opt – to invite an individual to serve on a committee by virtue of experience
10. Consensus – an agreement by general consent without voting taking place
11. Constitution – document describing the rules and procedures which governs the
conduct of meetings
12. Convene – to call a meeting
13. Ex officio – member of a committee by virtue of his/her office
14. Honorary – performed work without payment
15. In camera – a meeting that is not open to the public. It is held behind closed doors in
order to discuss sensitive issues of a highly confidential.
16. Intra vires – within the legal powers of that committee
17. Lie on the table – to leave matters without taking any action or final decision
18. Memorandum – a document that set out information to ensure that a committee
makes a policy decision
19. Motion – a formal proposal for a certain action to be taken
20. Out of order – the chairperson can rule a member out of order when the member is
not keeping to the point under discussion
21. Point of order – a query raised by a member to point out at something that is amiss.
E.g voting on a motion before it is seconded.
22. Proxy – one who acts on behalf of another
23. Quorum – minimum number of persons to attend a meeting
24. Teller – person who count votes
25. Ultra vires – outside/beyond the legal power of that committee

TELEPHONE

A telephone is an instrument that provides instant communication between two people in

different locations. It is a form of oral communication which provides instant feedback. This
instrument can be used for internal or external communication. The sender cannot see the
facial expressions of the recipient; hence the communication relies on the voice intonation
and style of delivery, the way in which words are used and their effectiveness.

When one is using a telephone, the impression that you give is relayed to the outside world
whether you are receiving or sending information. All organisations wishes to convey a good
image as an efficient, friendly and ready to assist and provide good customer service. The
organisations aim to build and provide good public relations. Hence when you speak on the
telephone you are doing it on behalf of your organisation and you stand as an ambassador for
your organisation.

TELEPHONE MANNERS

 When a telephone rings answer promptly

 Pick up the receiver with your left hand leaving the right hand to pick up the pencil
and message pad ready to take down the message.

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  Keep a pencil and pad on hand
 Speak directly into the mouth piece
 Answer with relevant information stating the company name and number.
 Use your voice carefully and speak clearly with a smile in your voice
 Talk to callers assuring the callers who have been placed on hold that they have not
been forgotten.
 Take messages correctly and repeat details for assurance.
 Exercise good manners with tact and discretion.
 Always be helpful, if required person is not available ask if the caller would like to be
referred to someone else for help.

THINGS TO AVOID
 Never answer a call with ‘hello’ instead use company name or department.
 Do not use slang, use proper language
 Do not shout across the room without placing caller on hold
 Never lose your temper with a caller.
 Do not sound hurried, vague, rude or impatient when dealing with a caller.
 Do not use impolite sounds. Be abrupt even when you received the call when you
were very busy or in a bad mood.
 Do not ask first who is calling before telling the caller that the person they require is
not in.

TAKING MESSAGES
 Messages have to be correctly recorded and this requires both oral and written
communication skills.
 Keep message pad and pencil ready, close to the telephone
 Ensure that the message reaches the intended recipient.
 When recording the message remember that the other person cannot see you hence
requires oral signals to assure the other person that the message is being

MESSAGE PAD LAYOUT

Message pad
Gweru Polytechnic
P O Box 137
Gweru

To....................................................

Date....................................... Date................................................

While you were out Mr/Mrs/Ms of ................................................................

...............................................Telephone No. .................................................

Telephoned Please call back

Returned your call Will call back

Message...............................................................................................................
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.............................................................................................................................
............................................................................................................................
Message taken by................................................................................................
COMPUTERS IN COMMUNICATION

Computers are found in almost every aspect of our lives today, in our homes, offices, college
libraries and in so many places. A wide range of software is available for home use and
many office suites provide facilities for office use.
 Accounting Packages - these assist with financial problems
 Educational applications and Research tools – e.g google, yahoo,MSN search
engines that assist in responding to user’s queries. These internet facilities enable
users to be linked with other computers on the network. Internet being an
interconnection of computers which allows people to communicate and search for
information from different parts of the world
 E-Commerce – which allows users to make purchases using online facilities.
 E-Banking – it allows people to have access to their accounts and to make transfers
and many other banking facilities.
 E-Mail – which allows people to send and receive messages in any part of the world
as long as they are networked.
 Computers are also used in supermarkets just as in libraries where similar systems can
be used to record books using bar code readers as the books are borrowed. In
supermarkets products information is captured and recorded using bar codes which
can be read by bar code readers.

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  Computers are also used in medical practices for keeping records and helping in the
diagnosis of patients. They are used for life supporting machines, drug administering,
and laseroperations; computerised viewing of operations, medical researches and
experiments etc.

E-MAILING

Defined asa system for sending messages from one individual to another via
telecommunications links between computers or terminals using the internet. Electronic mail
uses internet connections and allows people to communicate on the network. Messages can
be sent and files attached to the messages. Messages are sent to the recipient(s) through the
electronic means and readers can be able to read their mails when they log into their
accounts. This system is possible for machines that have internet linkage.

Advantages
 Offers reduced means of sending messages
 Offers increased speed in message delivery
 Recipients can read messages at any time of the day.
 Single message can be conveyed to different recipients.
 Files can be attached to messages.
 Easy to send messages within the same office or to far off places.

Disadvantages
 The users have to be computer literate
 It is too expensive to initially set up the internet

FACSIMILE
This is a technological gadget that is used for transmitting messages as well as photographic
or graphical information. Known as fax, written information or drawings of up to A4 size
can be transmitted using telephone networks and an exact replica can be reproduced within
seconds of sending it. It offers a quick means of relaying information and is found in most
modern [Link] are a fairly inexpensive method of sending a message - just the cost of
a telephone call along with paper and ink for receiving faxes. As long as the fax machine is
switched on, messages can be received at any time day or night. However, if the fax is using
the same number as the telephone then it can prevent callers from getting through or calls
being [Link] the advancement of the Internet, and subsequently e-mail, the fax machine
had taken a back seat in the world of mail messages.

TELECONFERENCING
This is the interlinking or interconnection of several subscribers so that they may be able to
speak and discuss together. Such system allows meetings to be held through the telephone
using automatic controlled conference calls.

CONFRAVISION
This facility offers services which links groups of people in different locations through sound
and vision. Meeting discussions can be held by people in different areas even countries
allowing them to make business transactions without the expenses of travelling to a central
point.

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USE OF LANGUAGE IN COMMUNICATION
Effective use of language is expected in today’s business operations. The English language
should be simple, courteous, and straight forward with fairly short sentences. To acquire
good English language use, often takes a lifelong learning process, however patience and
hard work can enable one to master the skills. Punctuation errors can lead to a lot of
misunderstandings and this can lead to bad relations in a business environment. Grammatical
errors, made through ignorance of the language rules or carelessness can lead to
communication failure through misunderstanding.

Parts of the Language

 Noun – a word used as a name of a person item, idea or thing.e.g woman, manager,
book, Janice etc.
 Pronoun –a word that can be used in place of a noun to avoid making too much
repetition. E.g we, they, it.
 Collective noun – a word that is used in a singular form to express individual. It
groups the individuals’ e.g crowd, committee, machine furniture etc.
 Adjective – a word that describes a noun, fast runner, fast typist, eloquent speaker,
efficient secretary etc.
 Verb – a word that describes an action. The whole sentence revolves on this part. It
is commonly known as a ‘doing word’ e.g walk, run,laugh, open etc.
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  Adverb – a word that modifies or describes a verb describing how, where, when and
why the action is happening.
 Conjunction – a word that links other words together. e.g and, but, so, then etc.
 Preposition – a word that is used in front of a noun or pronoun to show its connection
with another word. E.g at, with,

PUNCTUATION USE
Punctuation helps the reader to understand clearly the meaning of written text. Errors in
punctuation lead to confusion and ineffective communication.

 Full stops – an indication in symbol that shows the end of a sentence.

 Question mark – used when a question has been asked.
 Exclamation mark – used at the end of a word, sentence or phrase that shows strong
emotions.
 Comma – these provides the breathing space and they are also used to separate two or
more nouns e.g paper, envelop and books. It is also used to separate descriptive
groups of words e,g The Manager, Mr. Mukarati has already left. It is also used to
mark off words like therefore, however, unfortunately, and these words are often
found at the beginning or middle of a sentence.
 Semi – colon – used to separate two parts of a sentence where a comma would be
insufficient e.g Let us go to town; we will buy that English text book.
 Colon – used to indicate that something is following e.g a list of items or a quotation
of what someone said e.g Mary said: ‘everything ......’
 Dash – it is used to indicate a change of thoughts in a sentence e.g I thought I could
make it - but I was wrong. It can also be used instead of brackets.
 Hyphen –used where two or more words are treated as one. E.g self-employed, self-
centred, up-to-date etc
 Apostrophe – used to indicate an omission of words. e.g it’s , don’t, doesn’t, haven’t .
it is also used to indicate ownership or possession e.g Terence’s book, George’s chair
SUMMARY WRITING
Summarising anything requires the skill to sift out and remove unimportant details or select
important points from the text. Information which can be removed from the passage can be
categorised as follows:-
 Examples – for instance, for example
 Definitions - this means that...... this is.....
 Rephrasing – in other words, i.e that is
 Additions – especially, particularly

When summarising try to replace a phrase of words, with a single word. e.g a good
impression must be shown by the person who greets visitors at an organisation. – Use–A
good impression must be shown by the receptionist.

Try to use your own words as much as possible; do not transcribe whole sentences from the
original passage. Try to replace the passage words with (synonyms) words that mean the
same thing. Use shorter expressions to replace long winded words. E.g put it with - add it, or
at the beginning of each day – each morning.

Always provide the number of words used. Word counting is expressed in two ways - use not
more than 150words means do not exceed 145 – 150 words. Use approximately 150 words
this means between 145 & 155 words.

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