ENG040 Module 2 Lessons

COMMUNICATION IN THE WORKPLACE

- Rude emails can impact wellbeing, causing insomnia.

- Increased digital communication due to COVID-19 restrictions is worsening workplace rudeness,
studies suggest.
- 98% of people say they have experienced uncivil behaviour in the workplace.
- Managers can help lessen email incivility by setting clearer expectations of staff.
- Because if companies, and economies, are to recover from the current crisis, they need to ensure
communication is flowing and employees can focus on big team goals, not big team rifts.

TOP 10 SKILLS YOU NEED ON YOUR PROFILE (what employers are looking for)

1. Communication 6. Project management

2. Problem solving 7. Presentations
3. Operations 8. Marketing
4. Analytical skills 9. Customer service
5. Microsoft office 10. Leadership

SOFT SKILLS
- The equivalent of 305 million full-time jobs have been lost globally since COVID-19 hit,
according to International Labour Organization (ILO) figures
- But there are signs recruitment is increasing in some markets
- LinkedIn has analysed millions of jobs adverts to find what employers are looking for.
- So-called ‘soft skills’, including COMMUNICATION and problem solving, head up the list.

INTERPERSONAL “SOFT” SKILLS

- Personal attributes that enable someone to interact effectively and harmoniously with other
people
- Interpersonal “soft” skills (versus “hard” skills – abilities developed over time, like coding) are
the most prized
- Reflect previous research by organizations, which investigated the skills that will be needed in
the Fourth Industrial Revolution in its Future of Jobs Report

COMMUNICATION

- This is top of the wish list for many employers. It’s great if you can code – but can you express
yourself too?
- As work guide Career Contessa puts it:
• “Have you ever had a manager who refused to listen?”
• “Have you ever worked with someone who could not pick up on social cues; someone
who didn’t know when to be sociable and when to power down to work?”
• “Have you ever worked with someone who used a ton of office jargon in order to
say…seemingly nothing?”
 - Because COVID-19 has increased the adoption of remote-working software, the need to strive
the right tone of voice has, if anything, increased – not just for employees, but for employers
too.
- LinkedIn says it’s not just verbal cues that recruiters are looking for, but “digital body
language”
- Are you making the right impression with the tone you adopt in email and texts?

• “The most qualified people don’t always get the job. It goes to the person who presents himself
or herself most persuasively in person or in paper.” – Jerrold G. Simon (Harvard Business School)
• Business executives note the importance of communication competence (Argenti & Forman,
1998).
• In a CNBC interview, Julie Sweet, CEO of Accenture’s North America business, said the greatest
advice she could give was this: “Develop excellent communication skills. I think people
underrate the importance of investing in [their] communication skills as a way to progress in
[their] career.”
• Research also reveals that the higher and employee moves within an organization, the more
important speaking skills become (Ruth & Wysocki, 2009).
 ENG040 Module 2 Lessons

FORMAL DOCUMENTS IN THE WORKPLACE

Introduction:

- A healthy workplace is one where workers and managers collaborate to continually

improve the health, safety and wellbeing of all workers and by ding this, sustain the
productivity of the business (World Health Organization, 2009).
- Given we spend one third of our lives at work, the working environment can have a
significant impact on our health and wellbeing. A healthy working environment is one in
which there is not only an absence of harmful conditions that can cause injury and illness,
but also an abundance of health promoting ones (WHO, 2010).

REASONS WHY BUSINESS WRITING SKILLS ARE SO IMPORTANT

1. Ensure effective business communication for smoother and successful transactions that
could increase productivity
2. Make the difference between “good” and “bad” employees – those who could send good
emails and reports usually give themselves a good name
3. Demonstrate intelligence in the words that we use and the way that we organize our ideas
and express ourselves
4. Deemed credible and can be more influential or persuasive
5. Help to keep good records – documentation is very important in any business

TONE IN BUSINESS WRITING – What is the tone?

- Writer’s attitude toward the reader and the subject of the message
- A reflection of the writer and it does affect how the reader will perceive the message
- Business writers should consider the tone of their message, whether they are writing a
o Memo,
o Letter [or email],
o Report,
o [Minutes of the meeting],
o Or any type of business document.

What kind of tone should we use?

1. Be confident. (Should always be from our perspective, avoid using the pronoun “you” – it
sounds more accusatory)
• Not: You must agree that I am qualified for the position.
• But: My qualifications in the areas of accounting and customer service meet your
job requirements.

2. Be courteous and sincere. (If you are respectful and honest, readers will be more willing to
accept your message, even if it is negative.)
• Not: You didn’t read the instructions carefully, thus your system has shut down.
• But: The system may automatically shut down if any installation errors occur.
3. Use appropriate emphasis and subordination. (Primarily for clarity)
• Emphasis: Our primary consideration must be cost.
• Subordination: A minor point to consider is appearance.

4. Use non-discriminatory language.

- Use neutral job titles
• Not: Chairman
• But: Chairperson
- Avoid demeaning or stereotypical terms
• Not: After the girls in the office receive an order, our office fills it withing 24
hours.
• But: When orders are received from the office, they are filled within 24
hours.

5. Stress the benefits for the reader.

• State clearly the purpose of the document to the reader.

6. Write at an appropriate level of difficulty.

• Be aware of who specifically will read the document.
 ENG040 Module 2 Lessons

EMAIL

Introduction: What new research reveals about rude workplace emails?

- ‘ACTIVE’ EMAIL RUDENESS – is overladed with strong negative emotions.

- ‘PASSIVE’ EMAIL RUDENESS – leaves people struggling with uncertainty.
• To mitigate stress, the researchers urge employees to “psychologically detach” from a stressful
workday after receiving rude emails.
• Unplug from work after-hours
• Managers also should set clear and reasonable expectations regarding email communications
• “Efforts to address email rudeness should not be interpreted as the same as creating pressure for
employees and managers to always check their email and respond to emails”

9 BASIC PARTS OF AN EMAIL

- TO: (where we put the recipients email address) – should be the last one to be filled out for safety
reasons
- CC: (Courtesy copy/carbon copy – like a status update)
- BCC: (Blind courtesy copy – for privacy reasons)
- SUBJECT: (should be concise, specific and focused. Upon seeing the subject, the reader will have an
idea or overview of what the email is all about, since emails should be straightforward, clear and
easy to understand to respect each other’s time)
- DEAR [RECIPIENT]: Salutation,
- BODY: Make sure the body of your message follows the email etiquette tips. The body of the
message should be neatly organized and only include necessary information. You may include
numbered lists or bulleted points to highlight important information. Make sure to always check
for spelling and grammar before hitting send.
- CLOSING: Closing,
- SIGNATURE
- ATTACHMENTS

PROFESSIONAL EMAIL MESSAGES GUIDELINES

- SUBJECT LINE: concisely convey your purpose for writing

- GREETING: always include a greeting
- LENGTH: keep it as concise as possible
- EMOTICONS: avoid in professional emails
- FONT STYLE: avoid ornate, playful or coloured fonts
- SPELLING AND GRAMMAR: edit carefully before hitting send

WRITING EFFECTIVE EMAILS: Getting people to read and act on your messages

- Email has long been a core tool for business communications, but a 2013 survey by Sendmail, Inc.,
found that it has caused tension, confusion, or other negative consequences for 64 percent of
working professionals.
1. Don’t overcommunicate by email.

2. Make good use of subject lines.

3. Keep messages clear and brief.

4. Be polite.

5. Check your tone.

6. Proofread.
5 TIPS TO ENSURE PROFESSIONAL EMAIL MESSAGES – Before you click the “send” button

1. Make sure your message is complete: make sure the subject line of your email is filled in,
you have included a signature, you are sending the message to the right contact person, and
you have filled in the BCC field to send a copy to yourself [and if you have attachment/s]
2. Proofread your email message: spell-check and check your grammar and capitalization
3. Send a test email message: send the message to yourself first to check that the formatting
works and that nothing looks out of place
4. Send a copy of the email message to yourself: use the BCC field to send a copy of the email
message to yourself.
5. File your copies: set up folders and organize sent items
 ENG040 Module 2 Lessons

AGENDA

HOW TO CREATE A PERFECT MEETING AGENDA

Research has actually found little to no relationship between the presence of an agenda and
attendees’ evaluation of meeting quality. What matters is not the agenda itself but the relevance and
importance of what’s on it, and how the leader facilitates discussion of the agenda items.

WHAT IS A MEETING AGENDA?

- A list of topics or activities you want to cover during your meeting (it should have a timeline)
- Give participants a clear outline of what should happen in the meeting, who will lead each task,
and how long each step should take
- Having this information before and during the meeting should ensure that it proceeds efficiently
and productively

BASIC AGENDA COMPONENTS

1. Purpose – specific reason why the meeting is held

2. Items for discussion – should be aligned to the purpose
3. Person responsible for each discussion item
4. Wrap up/action items – should be listed for reminders
5. Approximate time per item – respect for time
6. Attendees – identify who should be in the meeting
7. Date, time (indicating duration), and location/platform to be used
8. Advanced preparation guidelines

• Meeting organizers should be particularly be aware of the importance of agenda use (particularly
completion), punctuality, venue quality, and the role of the chairperson in shaping attendee
perceptions of effectiveness.

HOW TO WRITE A MEETING AGENDA

1. Identify the meeting’s goals

2. Ask participants for input
3. List the questions you want to address
4. Identify the purpose of each task
5. Estimate the amount of time to spend on each topic
6. Identify who leads each topic
7. End each meeting with a review
 EVALUATION OF MEETING PROCESS AND OVERALL MEETING

- People complain about a meeting being a complete waste of time – but they only say so after the
meeting. Get their feedback during the meeting when you can improve the meeting process right
away.
- Leave 5-10 minutes at the end of the meeting to evaluate
- Have each member to rank the meeting from 1-5, with 5 as the highest, and have each member to
explain their ranking

POST MEETING ASSESSMENT STEPS

The goal is to determine whether or not all key needs and expectations were fulfilled.

1. Were the meeting results successful and “as needed”?

2. Was the meeting well-planned and executed?
3. Was the meeting “tone and participation level” sufficiently positive and productive?
4. Were all follow-up actions and “next steps” properly identified, recorded and tracked?
 ENG040 Module 2 Lessons

COVER LETTER

Introduction: Cover Letter

- Some say that a cover letter is a thing of the past – because your resumé speaks for itself.
- But the fact is, your resumé can’t talk, or write, and your LinkedIn profile is never the whole
story.
- That’s why it’s a good idea for you to get going on the number one tool you need in the new
normal: a killer cover letter.

IMPACT OF COVER LETTERS

- A majority of hiring managers said cover letters were crucial to their hiring decisions, and 77%
give preference to candidates who submit one, even if they’re deemed optional on the
application form
- “Your resumé is the most important since it explains what you’ve actually achieved and what
your work experience has been,” Green says.
- “But when you’re up against a sea of other candidates with similar work histories and
qualifications, a cover letter can be crucial in explaining why you’d excel at the job.”
- A thoughtful and specific cover letter also shows you aren’t simply applying to dozens of jobs at
once, says Rhiannon Staples, HR expert and chief marketing officer at Hibob.
- “If nothing else, a well-crafted and tailored cover letter shows that you aren’t canvassing job
boards with your resumé, but rather you have distinct connection and interest in the company
and job you’re applying to,” she says.

KEEP YOUR COVER LETTER PERSONAL

- Capture the reader’s attention right away

- Address the reader by their actual title
- Put yourself in their shoes – if you got a letter from a recruiter that began with “To whom this
may concern” or “Dear potential job candidate,” would you be enthused? Probably not.
- Research about the company so that you are up to date on any recent news or media mentions.
- Check out their social media accounts to see what they are talking about.
- Review publications in your field of interest, noting any industry shifts that may be relevant to
mention.
- Better understand the organization’s needs, values, and interests.
- Now ask yourself, “Knowing this, how can I contribute to those areas if I were hired to those
areas if I were hired for the role? What makes my contribution unique?”

BUSINESS LETTER STYLES

1. Modified Block
2. Block
3. Semi-block or Indented
 PARTS OF A LETTER

1. Return Address or Letterhead

2. Date
3. Address of recipient or inside address
4. Salutation
5. Body of the letter
6. Complimentary Close
7. Signature
8. Your name types (or printed)

3 MAIN PARAGRAPHS OF A COVER LETTER

1. Introduction
- Have a strong opening statement that makes clear why you want the job and why
you’re right for it.
- Who are you? What is your purpose?

2. Body
- Share an accomplishment that shows you can address the challenges the employer
faces.
- How were you able to achieve your accomplishments and how can this contribute to
further success of the company?

3. Conclusion
- Your contact information and request.

COVER LETTER TIPS

Don’t:

- Try to be funny – too often it falls flat

- Send a generic cover letter – customize each one for the specific job
- Go overboard with flattery – be professional and mature
- [make it too long – 1 page will suffice]

USE OF LANGUAGE

- Refer to the job posting/description/relevant information.

- Avoid: To whom it may concern/Dear Sir/Ma’am
- Use clear and ethical language.
- Use power verbs and precise words – avoid ambiguity.
- Keep letter short (yet not sacrificing quality).
- Proofread cover letter (spelling, names, jargons, grammar, puctuations, capitalization, tenses,
etc.).
 FORMATTING AND LAYOUT

- Use WORD DOCUMENT

- Keep it neat, simple, has a sense of balance.
- Margins: One (1) inch all sides
- Font style: Arila/Calibri (simple, common/free)
- Font size: 11 or 12
- Be cautious when to use italics/boldfaced
- If to contain image/graphics – good quality
- Every element present should have a purpose.
- 1-page cover letter (for LT3)